[rt-users] problem with "add comment to dependant tickets" scrip
RT-3.6.0
I have a very basic scrip (see below, copied from the Wiki) which adds a
comment from one ticket to the tickets it is depended on by.
The queue with the dependant tickets uses out of the box scrips and
notifies owners when a comment is added.
If I trigger the below scrip "On Resolve" the owner of the dependant
ticket is sent one email with "Reviewer's notes: some text here" in the
body.
Note, I am not resolving the dependant ticket, just adding a comment to it.
However if I trigger the scrip "On Comment" the owner of the dependant
ticket is sent two emails. One with "Reviewer's notes: some text here"
in the body, and the other with "Reviewer's notes:" in the body, missing
the comment.
The strange thing is the dependant ticket history only contains a log
for one email being sent, the one containing the comment.
I apologise in advance for my lack of perl-sense.
Taan
SCRIP:
my $note;
my $t = $self->TicketObj->Transactions;
while (my $o = $t->Next) {
$note = $o->Content() if
$o->Type eq 'Comment';
}
foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) {
$obj->Comment(
Content => $self->loc( "Reviewer's notes: [_1]", $note
),
);
}
return 1;
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[rt-users] (no subject)
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Re: [rt-users] Search on merged ticket differs between 3.4.5 & 3.6.0
On Mon, 2006-07-17 at 17:27, Kenneth Crocker wrote: > Barry, > > Not to say 3.6.0 is perfect, but we like the current design as far as > merged tickets. If we have merged the two (using your example of #100 > and #200), then #100 really should never be looked at anyway, other than > what was originally appended to #200. We really don't want anyone > looking at #100 anymore, ever. It is old, has been merged into another > ticket and, therefore, is not relevent to any further research or > discussion among anyone in our organization and we never want it > referred to either. We want everyone to refer to the ticket that is > active and being worked on. We feel that is consistent with the > decision to merge them in the first place. Anything else could get > confusing, like one person referring to #100 while another is referring > to #200 in an E_mail conversation. It opens the door to miscommunication > and communication is hard enough without opening the door to confusion. > But hey, that's just our opinion and how we like it. Everyone has there > preferences. So what is the appropriate response for someone who has gotten an email with the original number and wants to follow up but someone else has merged it? How does that person referring to #100 catch up? Merging it usually doesn't make the problem go away. -- Les Mikesell [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] RTx::Statistics
From what I've seen, RTx::Statistics has much more capability than the built-in reports offered with v3.6.0. I would like to see Statistics work with v3.6.0 but unfortunately it doesn't. At the moment, as I recommended earlier, I would avoid it. When the author (or another knowledgeable and motivated person) decides to update it, I'll consider it. But again, until then, I'm avoiding it. Mathew Snyder Kelly F. Hickel wrote: So, no one has an opinion? Yeah, RIGHT! ;-> -Kelly -Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel Sent: Tuesday, July 11, 2006 5:25 AM To: theillien; Mike Coakley Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RTx::Statistics The information that I had was that Statistics probably wouldn't be needed with RT 3.6 because of the built in reports, so I haven't done much with it so far. Of course, I don't have 3.6 running yet either, I've been swamped with a ton of other things. So, time for a poll: How many folks think that RTx::Statistics is still needed, given the functionality in RT v3.6.0? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of theillien Sent: Monday, July 10, 2006 7:47 PM To: Mike Coakley Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTx::Statistics I haven't got this working on my installation of v3.6.0 either. I think it needs major work in order for it to be compatible. Right now I'm just relying on the built-in reports with v3.6.0. Perhaps when RTx::Statistics is made to work with it I'll see about integrating but until then, I'm avoiding it like the plague. Mathew Snyder Mike Coakley wrote: Is this working with RT 3.6.0. I just did a clean install and it isn't working for me. Just hangs on some of the graph pages where I have to restart my Apache. On other pages I don't get any graph just the "Result Graph" alt text. Thanks, ___ 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 ___ 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 ___ 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 ___ 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] RTx::Statistics
OK, Well, I've the current maintainer for the package, that's why I was asking. I'm (still) swamped at the moment, hopefully I'll have a chance to upgrade my test box to 3.6 next week, and can start taking a look at why it doesn't work. Most likely guess is the changes that made it use the same presentation logic for the tables as the search pages did. They may have changed quite a bit. -Kelly > -Original Message- > From: Mathew [mailto:[EMAIL PROTECTED] > Sent: Monday, July 17, 2006 10:25 PM > To: Kelly F. Hickel > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] RTx::Statistics > > From what I've seen, RTx::Statistics has much more capability than the > built-in reports offered with v3.6.0. I would like to see Statistics > work with v3.6.0 but unfortunately it doesn't. At the moment, as I > recommended earlier, I would avoid it. When the author (or another > knowledgeable and motivated person) decides to update it, I'll consider > it. But again, until then, I'm avoiding it. > > Mathew Snyder > > Kelly F. Hickel wrote: > > So, no one has an opinion? Yeah, RIGHT! ;-> > > > > -Kelly > > > > > >> -Original Message- > >> From: [EMAIL PROTECTED] [mailto:rt-users- > >> [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel > >> Sent: Tuesday, July 11, 2006 5:25 AM > >> To: theillien; Mike Coakley > >> Cc: rt-users@lists.bestpractical.com > >> Subject: RE: [rt-users] RTx::Statistics > >> > >> The information that I had was that Statistics probably wouldn't be > >> needed with RT 3.6 because of the built in reports, so I haven't done > >> much with it so far. Of course, I don't have 3.6 running yet either, > >> I've been swamped with a ton of other things. > >> > >> So, time for a poll: How many folks think that RTx::Statistics is > >> > > still > > > >> needed, given the functionality in RT v3.6.0? > >> > >> -- > >> > >> Kelly F. Hickel > >> Senior Software Architect > >> MQSoftware, Inc > >> 952.345.8677 > >> [EMAIL PROTECTED] > >> > >> -Original Message- > >> From: [EMAIL PROTECTED] > >> [mailto:[EMAIL PROTECTED] On Behalf Of > >> > > theillien > > > >> Sent: Monday, July 10, 2006 7:47 PM > >> To: Mike Coakley > >> Cc: rt-users@lists.bestpractical.com > >> Subject: Re: [rt-users] RTx::Statistics > >> > >> I haven't got this working on my installation of v3.6.0 either. I > >> > > think > > > >> it needs major work in order for it to be compatible. Right now I'm > >> just relying on the built-in reports with v3.6.0. Perhaps when > >> RTx::Statistics is made to work with it I'll see about integrating but > >> until then, I'm avoiding it like the plague. > >> > >> Mathew Snyder > >> > >> Mike Coakley wrote: > >> > >>> Is this working with RT 3.6.0. I just did a clean install and it > >>> > > isn't > > > >>> working for me. Just hangs on some of the graph pages where I have > >>> > > to > > > >>> restart my Apache. On other pages I don't get any graph just the > >>> > >> "Result > >> > >>> Graph" alt text. > >>> > >>> Thanks, > >>> > >>> > >> ___ > >> 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 > >> ___ > >> 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 > >> > > ___ > > 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 > > > > > > > ___ 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] RTx::Statistics
So, no one has an opinion? Yeah, RIGHT! ;-> -Kelly > -Original Message- > From: [EMAIL PROTECTED] [mailto:rt-users- > [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel > Sent: Tuesday, July 11, 2006 5:25 AM > To: theillien; Mike Coakley > Cc: rt-users@lists.bestpractical.com > Subject: RE: [rt-users] RTx::Statistics > > The information that I had was that Statistics probably wouldn't be > needed with RT 3.6 because of the built in reports, so I haven't done > much with it so far. Of course, I don't have 3.6 running yet either, > I've been swamped with a ton of other things. > > So, time for a poll: How many folks think that RTx::Statistics is still > needed, given the functionality in RT v3.6.0? > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > [EMAIL PROTECTED] > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of theillien > Sent: Monday, July 10, 2006 7:47 PM > To: Mike Coakley > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] RTx::Statistics > > I haven't got this working on my installation of v3.6.0 either. I think > > it needs major work in order for it to be compatible. Right now I'm > just relying on the built-in reports with v3.6.0. Perhaps when > RTx::Statistics is made to work with it I'll see about integrating but > until then, I'm avoiding it like the plague. > > Mathew Snyder > > Mike Coakley wrote: > > Is this working with RT 3.6.0. I just did a clean install and it isn't > > working for me. Just hangs on some of the graph pages where I have to > > restart my Apache. On other pages I don't get any graph just the > "Result > > Graph" alt text. > > > > Thanks, > > > > ___ > 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 > ___ > 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 ___ 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] Possible for contents in subject line to map into custom fields?
We have been using RT for a couple of years now. We have it fielding phone calls from our helpdesk queue since the pbx can send voice mails as an email attachment. I actually have two questions (RTv3.6): 1. If the "requestor" of the ticket is our phone system, is there a scrip or custom condition that can be met to create the ticket and notify the admin's etc. but not the requestor if it is a specific requestor? 2. We get caller ID name and number in the subject lines (usually) and would be interested to know if there is a way a scrip could also write the information into the custom fields or not. Thanks, Tony ___ 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] Search on merged ticket differs between 3.4.5 & 3.6.0
Barry, Not to say 3.6.0 is perfect, but we like the current design as far as merged tickets. If we have merged the two (using your example of #100 and #200), then #100 really should never be looked at anyway, other than what was originally appended to #200. We really don't want anyone looking at #100 anymore, ever. It is old, has been merged into another ticket and, therefore, is not relevent to any further research or discussion among anyone in our organization and we never want it referred to either. We want everyone to refer to the ticket that is active and being worked on. We feel that is consistent with the decision to merge them in the first place. Anything else could get confusing, like one person referring to #100 while another is referring to #200 in an E_mail conversation. It opens the door to miscommunication and communication is hard enough without opening the door to confusion. But hey, that's just our opinion and how we like it. Everyone has there preferences. Kenn LBNL Barry L. Kline wrote: We recently upgraded our RT instance from 3.4.5 to 3.6.0. The new version is really great and I like the fact that the front page can now be customized so very easily. There is one thing that has changed, and that's the behaviour of RT when dealing with merged tickets. Let's say I have two tickets: 100 & 200. I merge 100 into 200. In 3.4.5 I could type either ticket number into the search box and bring up ticket 200. In 3.6.0 I can only access ticket 200. Trying 100 in the search box returns "0 tickets found". If I use rt-mailgate and send an e-mail with a subject of [mydomain.com #100] the transaction is properly appended to ticket 200, so there is no problem along those lines. Is this "working as designed" or has something gone awry between the two versions? Barry ___ 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 ___ 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] filtering by hostmask best done with scrip?
Cristobal Palmer wrote: > Am I correct in thinking that this is best done with a scrip and not > in postfix? (I'd like to have an RT admin who doesn't touch the > configs of the box in question). Hi Cristobal. To be honest, I'd lean towards using Postfix to take care of this, given the specifications you put forth (one client per queue, relatively static list of clients, and so forth.) Putting this kind of check is dead-easy, and the best part is that you can have Postfix reject the email before you even have to waste one CPU cycle processing it through RT. And since you're probably already touching Postfix to handle the rt-mailgate commands, it's not like you'd be adding a whole new realm to the administrative work. Barry ___ 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] Search on merged ticket differs between 3.4.5 & 3.6.0
We recently upgraded our RT instance from 3.4.5 to 3.6.0. The new version is really great and I like the fact that the front page can now be customized so very easily. There is one thing that has changed, and that's the behaviour of RT when dealing with merged tickets. Let's say I have two tickets: 100 & 200. I merge 100 into 200. In 3.4.5 I could type either ticket number into the search box and bring up ticket 200. In 3.6.0 I can only access ticket 200. Trying 100 in the search box returns "0 tickets found". If I use rt-mailgate and send an e-mail with a subject of [mydomain.com #100] the transaction is properly appended to ticket 200, so there is no problem along those lines. Is this "working as designed" or has something gone awry between the two versions? Barry ___ 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 LDAP with OpenLdap and Exchange 5.5
Actually, the directory is available through ldap (maybe not in the
default install, but it can be enabled).
see,
for example, http://www.microsoft.com/technet/prodtechnol/exchange/55/reskit/exc00.mspx
Now,
that doesn't actually solve the problem. Ian, i would suggest you get something
like a ldap browser, and point it to your exchange server to make sure
that
1) you have the proper credentials/account info to connect
to that ldap service
2) that you double check the schema that exchange is
using.
3) adapt your settings in either RT's config (server,
login/pass) and/or exchange to pull the data you wish (correct the
mapping).
may i
suggest you have a quick look at "Softerra LDAP Browser" (a google search should
yield a couple download link). I believe that there is a version of that client
that is free. this would allow you to verify that all the settings that you are
using are all correct.
Sorry
for not giving you a straight answer. I have installed RT 3.6.0 only 2
weeks ago, and i have been extremely happy with the little testing with have
done on it so far...
Thanks,
Jok
-Original Message-From:
[EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED]On Behalf Of Vladimir
JirasekSent: Monday, July 17, 2006 12:36 PMTo:
rt-users@lists.bestpractical.comSubject: Re: [rt-users] RT LDAP
with OpenLdap and Exchange 5.5Hello,Unfortunately
Exhange 5.5 does not use LDAP to store users details but it has its own
internal database (from NT days). I recommed you upgrade to Exchnage 2003. But
then you need Windows AD.RegardsVladimir Jirasek
Hi RT Users,I've successfully set up RT to
authenticate users against an OpenLDAPServer (also used for Samba). We
also have and Exchange 5.5 server onsite that contains infotmation about
users etc.. While i want to use OpenLDAP to authenticate against, i would
like topull user information from the Exchange 5.5 server.I'm just
cant get the user info part working. I'm not really sure
whatsettings i should have in RT_SiteConfig.pm for Exchange 5.5 for
thefollowing paramenters :This is what i have at the
moment.Set($LdapAttrMap, {'Name' => 'uid',
'EmailAddress' =>
'mail',
'Organization' => 'dc',
'RealName' => 'displayName',
'ExternalContactInfoId' =>
'dn',
'ExternalAuthId' => 'uid',
'Gecos' => 'gecos',
'WorkPhone' => 'telephoneNumber',
'Address1'
=> 'ou',
'Address2' =>
'physicalDeliveryOfficeName'});Set($LdapInfoServer,
'pdc.cel');Set($LdapInfoBase, 'ou=CEL,o=CEL');Set($LdapInfoFilter,
"(objectclass=*)"); Has anyone else had any luck pulling info from
Exchange 5.5.--Ian ClancyIT Co-ordinatorConnaught
Electronics Ltd.Dunmore Rd,Tuam,Co. Galway,Ireland.P :
++353 93 23151 F : ++353 93 23110E : mailto:[EMAIL PROTECTED]W : http://www.cel-europe.com
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[rt-users] inconsistent main page links
On "RT at a glance", the links to the "10 highest priority tickets I own" seem to be broken. the numerical ID links are fine, but the text links are not. It seems like the WebPath is not correctly appended to the "subject" link. from my RT_SiteConfig.pm: Set($WebBaseURL, "http://myserver.com";); Set($WebPath, "/rt"); #: http://myserver.com/rt/Ticket/Display.html?id=2 Subject: http://myserver.com/Ticket/Display.html?id=2 Is this merely a configuration error on my part, or a simple bug? Thanks, -Troy -- Troy Orion Cox v: 512.475.8638 e: [EMAIL PROTECTED] () ascii ribbon campaign /\- against Microsoft attachments ___ 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] filtering by hostmask best done with scrip?
Greetings from a new user. I have rt-mailgate working and can generate tickets from emails. I've read http://wiki.bestpractical.com/index.cgi?SpamFiltering And believe that it would be overkill in our case. We're a small shop and are likely to have one queue per client and rarely add clients, so what I'm about to describe doesn't have to scale, anyway. Say I have a client_foo queue. I want mail from [EMAIL PROTECTED] to that queue to get through, everything else gets dropped. Am I correct in thinking that this is best done with a scrip and not in postfix? (I'd like to have an RT admin who doesn't touch the configs of the box in question). If so, has someone already put a scrip like this to use? I saw http://wiki.bestpractical.com/index.cgi?AutoSetOwnerForQueue (the section titled "Assigning owner conditionally based on ticket creator") but not anything closer to what I want. Perhaps I'm not using the right search terms. Any help appreciated. -- Cristobal M. Palmer UNC-CH SILS Student [EMAIL PROTECTED] "Television-free since 2003" iank has trouble with English. his native language is Python Yeah I'm forced To indent My sentences ___ 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] Notify Group when un-owned ticket is created
Ruslan provided this information to me about a month ago. I'm a complete newbie when it comes to RT -- I've set it up, but have never tried to make it do anything doesn't do out-of-the-box. As you can see, I need to make it do something different now, and I'm afraid I'm completely lost. I've stumbled around all day, and this is what I've come up with. Please correct me if I'm wrong. I've created a new Scrip and named it NewTicketNoOwner. The condition is "On Create", the action is "User Defined", the template is "Global Template == Correspondence. The custom condition I've got set to: return undef unless ($self->TransactionObj->Owner eq "Nobody"); return 1; I'm not sure whether I want to return 1 or 0, or maybe anything at all??? I also have no idea how to use RT-Action-NotifyGroup. I've read all the docs on it I can find, and none of it makes sense to me (I'm not a perl guy, and this object-oriented-looking perl is just that much further away from anything I can relate to). Thanks in advance for any help anyone can provide. I hope I'm at least on the right track!! write custom condition "on create and has no owner" for action use: http://search.cpan.org/~ruz/RT-Action-NotifyGroup On 6/16/06, Jason Marshall <[EMAIL PROTECTED]> wrote: I would like to notify the members of a particular group when a ticket is created (via email or the guy) without an owner already assigned. Sadly, I have no idea how to go about this. Is there a section on the wiki that deals with stuff like this? --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): "Workaround: don't pound on the mouse like a wild monkey." "I have great faith in fools: Self confidence my friends call it." -Edgar Allan Poe ___ 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 -- Best regards, Ruslan. --- Jason Marshall, Unix Geek, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): "Workaround: don't pound on the mouse like a wild monkey." "I have great faith in fools: Self confidence my friends call it." -Edgar Allan Poe ___ 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] Q: can one add an additional column to the "RT at a glance" screen?
John H. Nyhuis ([EMAIL PROTECTED]) said: > I would like to add a "requestor" column that displays the > requestor of the the ticket on the "RT at a glance" screen. I don't want > to make core changes to RT that would prevent me from upgrading it in the > future. Hack Elements/MyTickets. IIRC, it's a blindingly easy hack (just editing a formatting string) and the front page is generated in a completely different (and customizable) manner in 3.6, so just throw it away when you upgrade and you won't have to maintain it. Tim ___ 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] Hide email quoted text
> Simplest thing here is to remove quoted lines - but only in a > contiguous block at the end of the message. > > That'll nuke 90-95% of the problem, based on my (admittedly rather > limited) experience with top-posters. Sounds good to me. Guess we'd need to define how many lines constitute a contiguous block. So.. who's gonna submit a patch? :) ill help test! duncan ___ 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] CustomFieldsOnUpdate, Issues with RT3.6?
Team RT-- We are heavy users of the CallBack-based solution often used to allow Custom Field updates within Update.html. Refer to the BP Wiki for the solution I refer to: http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate It appears that since upgrading to RT 3.6 (this past weekend), this functionality has become slightly less operational. For example: * If one clicks Reply and changes CFs, they take. However, * If one clicks Reply, changes CFs and includes text to be Reply'd with, the email goes out but the CF changes don't take Does anyone know what modifications are necessary for RT 3.6 to make this CallBack-based solution work properly? Is there a better way? Thanks!, -jd ___ 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 LDAP with OpenLdap and Exchange 5.5
Hello,Unfortunately Exhange 5.5 does not use LDAP to store users details but it has its own internal database (from NT days). I recommed you upgrade to Exchnage 2003. But then you need Windows AD.RegardsVladimir Jirasek
Hi RT Users,I've successfully set up RT to authenticate users against an OpenLDAPServer (also used for Samba). We also have and Exchange 5.5 server onsite that contains infotmation about users etc..
While i want to use OpenLDAP to authenticate against, i would like topull user information from the Exchange 5.5 server.I'm just cant get the user info part working. I'm not really sure whatsettings i should have in RT_SiteConfig.pm for Exchange
5.5 for thefollowing paramenters :This is what i have at the moment.Set($LdapAttrMap, {'Name' => 'uid', 'EmailAddress' => 'mail', 'Organization' => 'dc',
'RealName' => 'displayName', 'ExternalContactInfoId' => 'dn', 'ExternalAuthId' => 'uid', 'Gecos' => 'gecos', 'WorkPhone' => 'telephoneNumber',
'Address1' => 'ou', 'Address2' => 'physicalDeliveryOfficeName'});Set($LdapInfoServer, 'pdc.cel');Set($LdapInfoBase, 'ou=CEL,o=CEL');Set($LdapInfoFilter, "(objectclass=*)");
Has anyone else had any luck pulling info from Exchange 5.5.--Ian ClancyIT Co-ordinatorConnaught Electronics Ltd.Dunmore Rd,Tuam,Co. Galway,Ireland.P : ++353 93 23151
F : ++353 93 23110E : mailto:[EMAIL PROTECTED]W :
http://www.cel-europe.com
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Re: [rt-users] Hide email quoted text
> If instead you try to automate removal of quoted text, you get people > like me complaining that you can't do inline replies, Simplest thing here is to remove quoted lines - but only in a contiguous block at the end of the message. That'll nuke 90-95% of the problem, based on my (admittedly rather limited) experience with top-posters. /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML [EMAIL PROTECTED] / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B ___ 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] 3.6.0 speed improvements
On Jul 15, 2006, at 12:44 PM, Jesse Vincent wrote: Jesse; When is the planned release for 3.6.1, I am planning an upgrade to 3.6 and from I 've been reading it sounds its worth waiting till 3.6.1 Roy We, as a matter of course, do not promise release dates, other than to support customers. I'm not convinced that we have the auto- logout bug that some folks are seeing licked. That's a showstopper for 3.6.1. FWIW i upgraded our RT 3.4 to 3.6.0 this morning (2:30am!!!) and everything seems to be running just fine. I used the FreeBSD port for the upgrade and if I do say so myself, it went quite smoothly. None of the service reps have complained about anything, though one engineer did complain about the look and feel and wants to find some customized skin he can apply to it... :-) smime.p7s Description: S/MIME cryptographic 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
Re: [rt-users] 3.6.0 speed improvements
On Jul 14, 2006, at 6:29 AM, Niels Huylebroeck wrote: # in httpd.conf KeepAlive On I've now also turned this on, thanks for the heads-up hadn't noticed this before (I run Centos 4.3 and it's disabled by default too) You absolutely 100% don't want to do this on a busy public web site, especially one behind a stateful firewall. Many web clients open up multiple connections simultaneously and you then end up with a bunch of servers in keepalive state, where they could be helping others. for a small load internal application, you won't notice the difference. and if you have a stateful firewall, all those keepalive state servers will suck up all the states on your firewall in no time flat. the redhat folks are not totally wrong in disabling it by default. smime.p7s Description: S/MIME cryptographic 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
Re: [rt-users] 3.6.0 speed improvements
On 7/17/06, Vivek Khera <[EMAIL PROTECTED]> wrote: On Jul 14, 2006, at 6:29 AM, Niels Huylebroeck wrote:>> # in httpd.conf>> KeepAlive On> I've now also turned this on, thanks for the heads-up hadn't noticed> this before (I run Centos 4.3 and it's disabled by default too)You absolutely 100% don't want to do this on a busy public web site,especially one behind a stateful firewall. Many web clients open upmultiple connections simultaneously and you then end up with a bunch of servers in keepalive state, where they could be helping others.I understand. In my case it isn't (and it's set to only 15 seconds), and the caching works well for the other 15 static files, so keepalive is not required in the general case with caching turned turned on. for a small load internal application, you won't notice the difference. and if you have a stateful firewall, all those keepalive stateservers will suck up all the states on your firewall in no time flat.the redhat folks are not totally wrong in disabling it by default. -- Mike TahtPostCards From the Bleeding Edgehttp://the-edge.blogspot.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
[rt-users] Q: can one add an additional column to the "RT at a glance" screen?
Greetings, I would like to add a "requestor" column that displays the requestor of the the ticket on the "RT at a glance" screen. I don't want to make core changes to RT that would prevent me from upgrading it in the future. Currently, I am running RT 3.4 on Apache 1.3. Is there a way to do this already? Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR349B, Box 356320 University of Washington Desk: (206)-685-3884 [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] Hide email quoted text
You will either end up with redundant data or complaining users. If you beat your users over the head with the policy to remove previous text when replying, they won't do it about 10% of the time. If instead you try to automate removal of quoted text, you get people like me complaining that you can't do inline replies, such as: -- > Where should this go? We can put it on box01.corp. > Do we need a backup instance? No, this is unimportant data. > I'd like to see this done by tomorrow, and if that isn't possible, the next day at the latest. You're insane! You'll be lucky to get this in two weeks. -- If you only ever use the email interface and not the web interface, and didn't save the email you sent, when you get the reply, it might not make sense without the context of the quoted text. Then there is also the trickiness of people who reply (like I just did) and have the feature to quote previous text turned off. Eric Schultz United Online -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Barry L. Kline Sent: Monday, July 17, 2006 8:52 AM To: Undisclosed-recipients Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hide email quoted text John Lau wrote: > Hi, > > I have a problem that the client always reply email when quoted text. > But the quoted text is actually stored in the ticket so that it is > duplicated. Is there any settings/functions to hide those quoted text, > like gmail does? It would be a useful feature I think. Hi John. I agree with you concerning the duplicate text. I have tried encouraging the users to properly trim email (not only to RT but to everyone) but most just hit the "reply" button and start typing. One solution that I have been considering is having the quoted text pulled out of the email before delivery to RT. I can do that via a simple procmail script. Perhaps that might be one way of doing what you are trying to accomplish without having to do any customizations to your RT installation. Barry ___ 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 ___ 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 script: rt-reminder-mails
Hello On http://wiki.bestpractical.com/index.cgi?rtReminderMails you can find a little script that mails if a reminder (this new 3.5 feature) is due in the next 48h. It mails to the owner of the ticket and the reminder or a specified adress if it's Nobody. bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller Lütticher Straße 10 Tel 0241/701333-11 [EMAIL PROTECTED]D-52064 Aachen Fax 0241/911879 ___ 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 LDAP with OpenLdap and Exchange 5.5
Hi RT Users,
I've successfully set up RT to authenticate users against an OpenLDAP
Server (also used for Samba). We also have and Exchange 5.5 server on
site that contains infotmation about users etc..
While i want to use OpenLDAP to authenticate against, i would like to
pull user information from the Exchange 5.5 server.
I'm just cant get the user info part working. I'm not really sure what
settings i should have in RT_SiteConfig.pm for Exchange 5.5 for the
following paramenters :
This is what i have at the moment.
Set($LdapAttrMap, {'Name' => 'uid',
'EmailAddress' => 'mail',
'Organization' => 'dc',
'RealName' => 'displayName',
'ExternalContactInfoId' => 'dn',
'ExternalAuthId' => 'uid',
'Gecos' => 'gecos',
'WorkPhone' => 'telephoneNumber',
'Address1' => 'ou',
'Address2' => 'physicalDeliveryOfficeName'}
);
Set($LdapInfoServer, 'pdc.cel');
Set($LdapInfoBase, 'ou=CEL,o=CEL');
Set($LdapInfoFilter, "(objectclass=*)");
Has anyone else had any luck pulling info from Exchange 5.5.
--
Ian Clancy
IT Co-ordinator
Connaught Electronics Ltd.
Dunmore Rd,
Tuam,
Co. Galway,
Ireland.
P : ++353 93 23151
F : ++353 93 23110
E : mailto:[EMAIL PROTECTED]
W : http://www.cel-europe.com
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Re: [rt-users] Hide email quoted text
John Lau wrote: > Hi, > > I have a problem that the client always reply email when quoted text. > But the quoted text is actually stored in the ticket so that it is > duplicated. Is there any settings/functions to hide those quoted text, > like gmail does? It would be a useful feature I think. Hi John. I agree with you concerning the duplicate text. I have tried encouraging the users to properly trim email (not only to RT but to everyone) but most just hit the "reply" button and start typing. One solution that I have been considering is having the quoted text pulled out of the email before delivery to RT. I can do that via a simple procmail script. Perhaps that might be one way of doing what you are trying to accomplish without having to do any customizations to your RT installation. Barry ___ 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] (no subject)
Hi,
setting Custom Fields by Scrips can be done via the following action:
my $fname = [The name of the custom field]
my $value = [The value which will be assigned]
my $CF = RT::CustomField->new($RT::SystemUser);
$CF->LoadByNameAndQueue(Name => $fname, Queue => $self->TicketObj->Queue);
unless($CF->id) {
# queue 0 is a special case, the global queue
$CF->LoadByNameAndQueue(Name => $fname, Queue => '0');
}
unless($CF->id) {
$RT::Logger->error("No field ".$fname." in queue ".
$self->TicketObj->QueueObj->Name);
return undef;
}
$self->TicketObj->AddCustomFieldValue(Field => $CF, Value => $value,
RecordTransaction => 0);
A custom scrip with above action and condition "On Resolve" should do
the job.
Cheers,
Stefan
Hayes, Paul wrote:
Hi,
I have a custom status field that gives a more detailed breakdown of the
tickets. I also have set up scrips to send notifications when this
custom status changes. I did have notifications set up when the standard
RT status changes, and On Resolve, but I want to remove these to reduce
the volume of mails sent to users.
The only open ended issue is that I’d like to ensure that if someone
updates the RT status to ‘resolved’ , that it also updates the custom
status to ‘closed’. Is ther any way of doing this through a scrip?
I’ve had a look on the wiki, and the only thing that came close was
http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate
..but I’d like the custom status change to occur automatically without
requiring user input.
Thanks,
Paul
P.S. I am using RT 3.4.5
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RE: [rt-users] Hide email quoted text
> I have a problem that the client always reply email when quoted text. > But the quoted text is actually stored in the ticket so that it is > duplicated. Is there any settings/functions to hide those quoted text, > like gmail does? It would be a useful feature I think. > This would be handy, and a previously requested feature at least once before. There was some debate last time about wether or not it was a good idea. I think the conclusion was that it would be handy, esp. if you could retrieve the entire ticket if you wanted (For documentation purposes). Here is a previous conversation I started: http://archives.free.net.ph/message/20051231.225018.128b0849.en.html Any chance you are a programmer and can help out with the feature with a patch? duncan ___ 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] customising the display of roles
>>> taan <[EMAIL PROTECTED]> 07/16/06 8:51 PM >>> > I could do something equivalent using custom fields and > scrips, or using a web form for ticket entry, but was > wondering if it would be more or less complicated to > modify the ticket creation page, my preferred solution. Less complicated, I should think. That should be a very simple hack to Ticket/Create.html (and Update.html and others?, depending on whether or not you care if it still says "AdminCC" elsewhere). Tim ___ 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] (no subject)
Hi, I have a custom status field that gives a more detailed breakdown of the tickets. I also have set up scrips to send notifications when this custom status changes. I did have notifications set up when the standard RT status changes, and On Resolve, but I want to remove these to reduce the volume of mails sent to users. The only open ended issue is that I’d like to ensure that if someone updates the RT status to ‘resolved’ , that it also updates the custom status to ‘closed’. Is ther any way of doing this through a scrip? I’ve had a look on the wiki, and the only thing that came close was http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate ..but I’d like the custom status change to occur automatically without requiring user input. Thanks, Paul P.S. I am using RT 3.4.5 Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ___ 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] Hide email quoted text
Hi, I have a problem that the client always reply email when quoted text. But the quoted text is actually stored in the ticket so that it is duplicated. Is there any settings/functions to hide those quoted text, like gmail does? It would be a useful feature I think. Best regards, John Lau -- John Lau Chi Fai Cluster Technology Ltd. [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
