[rt-users] Re: RTx::Statistics
Hi, I would ask for a little patience folks, Kelly and I maintain (mostly Kelly) RTx Statistics for free and in what little spare time we get from having a life and doing our day jobs. I'm upgrading our test server this week and should be able to start getting it running with 3.6 as I have a new boss who is very sympathetic to the Open Source ideals and is prepared to cover my time as long as it doesn't impact other projects. We still use RTx Stats a great deal, with their output being used for Management reporting. Richard -- Message: 7 Date: Mon, 17 Jul 2006 20:24:51 -0700 From: Mathew [EMAIL PROTECTED] Subject: Re: [rt-users] RTx::Statistics To: Kelly F. Hickel [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1; format=flowed 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 -- Richard Ellis [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
[rt-users] Problems with a Scrip
Hi RT Users,
i have a problem with a
scrip, which was running the last weeks perfectly:
Custom condition:
$RT::Logger-info(TB:
(Condition Start));
if (
($self-TransactionObj-Type eq CustomField ||
$self-TransactionObj-Type eq Create )
($self-TicketObj-FirstCustomFieldValue('ETA') ||
$self-TicketObj-FirstCustomFieldValue('ETA')) ) {
$RT::Logger-info(TB:
(Condition OK));
return 1;
}
$RT::Logger-info(TB:
(Condition NOK));
return 0;
Custom action preparation
code:
$RT::Logger-info(TB:
(Prep Code) SetETA Start);
return 1;
Custom action cleanup
code:
$RT::Logger-info(TB:
Cleanup Code);
my $cf_value =
$self-TicketObj-FirstCustomFieldValue('ETA');
$RT::Logger-info(TB:
ETA is: [$cf_value]);
$self-TicketObj-SetStarts($cf_value);
$RT::Logger-info(TB:
Starts is set);
return 1;
Im checking at
Create Time for the value of a special CF (which is set by ExtractCustomFiled
Values) and if the Values changes, the content is set to Starts Date.
This was running many
week but since this Sunday no more Have someone an idea whats wrong with
that? Or do someone have a better idea for a CF Check?
Thanks
Torsten
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Re: [rt-users] Re: RTx::Statistics
Looking forward to being able to use it with v3.6. thanks for the work you do. Mathew Richard Ellis wrote: Hi, I would ask for a little patience folks, Kelly and I maintain (mostly Kelly) RTx Statistics for free and in what little spare time we get from having a life and doing our day jobs. I'm upgrading our test server this week and should be able to start getting it running with 3.6 as I have a new boss who is very sympathetic to the Open Source ideals and is prepared to cover my time as long as it doesn't impact other projects. We still use RTx Stats a great deal, with their output being used for Management reporting. Richard /--/ /Message: 7 Date: Mon, 17 Jul 2006 20:24:51 -0700 From: Mathew [EMAIL PROTECTED] Subject: Re: [rt-users] RTx::Statistics To: Kelly F. Hickel [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1; format=flowed 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_ / -- Richard Ellis [EMAIL PROTECTED] mailto:[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:
AW: [rt-users] Hide email quoted text
Hi, really a good idea, i will also do lots of testing if someone post a patch Torsten -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Duncan Shannon Gesendet: Montag, 17. Juli 2006 22:10 An: der Mouse; rt-users@lists.bestpractical.com Betreff: 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 ___ 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
Thanks Folks for your reply.
Exchange 5.5 does support LDAP and i have it enabled and listening on
389 and 636 on the server. I know it's working as i can lookup email
addresses from Thunderbird etc..
We will be upgrading in the future but it's unlikely to be Exchange.
Joachim, i like your suggestion of connecting to Exchange LDAP with an
LDAP Browser. I already use phpMyAdmin for OpenLDAP so maybe i will be
able to connect to Exchange with this. Either way i'll let everyone know
how it goes.
Regards,
--
Ian Clancy
IT Co-ordinator
Joachim Thuau wrote:
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] Behalf Of
*Vladimir Jirasek
*Sent:* Monday, July 17, 2006 12:36 PM
*To:* rt-users@lists.bestpractical.com
*Subject:* 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.
Regards
Vladimir Jirasek
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] mailto:[EMAIL PROTECTED]
W : http://www.cel-europe.com http://www.cel-europe.com/
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[rt-users] CustomField searching
Hi Im probably going over something that has been done a few times before but Im struggling to find any info on howto get it done. I see from the wiki http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch that from 3.2 its supposed to be a point and click exercise from the GUI. I have been over it and I cant seem to find any options anywhere that would allow me to set this up. Also the files have changed names since the posting above. Any updated info on how to implement searching based on customfield values? Thanks Brent ___ 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 Internet Explorer window resize crashes browser
Title: RT 3.6 Internet Explorer window resize crashes browser Im having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didnt send my e-mail in correctly, here is the original e-mail I am referring to: *** Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache ___ 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] CustomField searching
No sure what you mean ..
If you mean using query builder searching for tickets with custom field
'Blah', then:
if your custom field are Global these should appear in the search fields ..
if the custom field is a queue custom field then you'll need to select
the queue hit add then your custom field appear for you ..
If you mean displaying a custom field value in an Element
(mytickets/myrequests) then as per the link below the following code
works for me:
%$Ticket-FirstCustomFieldValue('Blah')%
Roy
Brent Geach wrote:
Hi
Im probably going over something that has been done a few times before but
Im struggling to find any info on howto get it done.
I see from the wiki
http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch
that from 3.2 its supposed to be a point and click exercise from the GUI. I
have been over it and I cant seem to find any options anywhere that would
allow me to set this up. Also the files have changed names since the posting
above.
Any updated info on how to implement searching based on customfield values?
Thanks
Brent
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Re: [rt-users] Search on merged ticket differs between 3.4.5 3.6.0
Les Mikesell wrote: On Mon, 2006-07-17 at 17:27, Kenneth Crocker wrote: 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. Hi Les. That is my EXACT problem. We have some queues where the admins get paged with a ticket. Let's say that ticket #200 is created and the admins get paged. One of them decides that 200 needs to be merged into 100 (for whatever reason). The other admins look at the queue, can't find 200 anymore and have no idea what happened to it. Was it deleted? Was it merged? All they end up doing it wasting time trying to find 200. I suppose I could write a scrip to send a notification when a ticket is merged, but then I'd have to listen to the complaints of excessive pages. Oh well, you win some and you lose some. 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] inconsistent main page links
This happened to me with the links to Search/Results.html in the headings of the boxes on the front page depending on whether I accessed the front page as http://lindev/rt (bad) or http://lindev/rt/ (good). A glance at the HTML source confirms that RT is generating relative links. I think there's a bug here somewhere; I'm not sure whether RT ought to force a trailing slash in its URL or stop using relative links. Tim Smith Troy Orion Cox [EMAIL PROTECTED] 07/17/06 5:29 PM 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 ___ 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] Re: RTx::Statistics
Hi Folks, I was able to get RTx::Statistics 1.8 to work with 3.6.0. It turns out that the call TitleBox does not work with RTx::Statistics, at least with the index.html file in the CallsQueueDay directory. So, I replaced line 18-20 with the following in index.html: /Elements/TitleBoxStart, title = $title, title_href = /RTx/Statistics/CallsQueueDay/index.html?$QueryString I also needed to add a % /Elements/TitleBoxEnd at approximately line 146, Right after /table and just before: hr BR / BR / %perl # Create the Graph URL With these changes, I was able to get this portion of RTx::Statistics to work. The rest of the functions seemed to work without any problems. I used the example of index.html in the OpenStalled directory to affect the changes need. I hope you find this information useful. 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: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of theillien Sent: Tuesday, July 18, 2006 3:11 AM To: Richard Ellis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Re: RTx::Statistics Looking forward to being able to use it with v3.6. thanks for the work you do. Mathew Richard Ellis wrote: Hi, I would ask for a little patience folks, Kelly and I maintain (mostly Kelly) RTx Statistics for free and in what little spare time we get from having a life and doing our day jobs. I'm upgrading our test server this week and should be able to start getting it running with 3.6 as I have a new boss who is very sympathetic to the Open Source ideals and is prepared to cover my time as long as it doesn't impact other projects. We still use RTx Stats a great deal, with their output being used for Management reporting. Richard /--/ /Message: 7 Date: Mon, 17 Jul 2006 20:24:51 -0700 From: Mathew [EMAIL PROTECTED] Subject: Re: [rt-users] RTx::Statistics To: Kelly F. Hickel [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1; format=flowed 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
RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser
Title: RT 3.6 Internet Explorer window resize crashes browser Just to add a couple of other things about this. The login screen in Internet Explorer isnt centered, its off to the left. Once logged in, the text, bars, boxes, are noticeably larger than in Firefox (the boxes start to overlap each other). From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Tuesday, July 18, 2006 8:59 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Im having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didnt send my e-mail in correctly, here is the original e-mail I am referring to: *** Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache ___ 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] binary attachment corruption on database move
Has anyone else experienced corruption of binary attachments when moving their RT database from one host to another? Long version: I used mysqldump to export the rt3 db from a host running MySQL Max 4.1.13 to a machine running the RHEL MySQL 4.1.20. The my.cnf file was the same on both hosts, so I'm not too sure what could have happened, but now it appears that all the binary attachments in RT have been corrupted in some way. The RT frontend is still the exact same as before. thanks in advance, -jkl ___ 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] bugreport rt 3.6: search in merged tickets
On Tue, Jul 18, 2006 at 04:53:50PM +0200, Sven Sternberger wrote: Hello! the merge function in rt3.6 seems to be broken, after merge I can't find the ticket-id of the merged ticket, Of either ticket or the ticket you merged into another one? Merged tickets should entirely cease to have their own identities. I can't find the subject, I can't find the content with the search function. The merged ticket is still there but I don't have a chance to find it. regards! sven btw: An acknowledge of these bug report would be very nice ___ 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] bugreport rt 3.6: search in merged tickets
On Tue, 2006-07-18 at 10:56 -0400, Jesse Vincent wrote: the merge function in rt3.6 seems to be broken, after merge I can't find the ticket-id of the merged ticket, Of either ticket or the ticket you merged into another one? only the ticket which is merged (source) Merged tickets should entirely cease to have their own identities. but if I send a reply to a customer and afterwards I merge this ticket. What happens when the customer calls me and give me his ticket id? I have no chance to find his ticket. I can't find the subject, I can't find the content I think this is valuable information which should be searchable. sven ___ 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] Images in Tickets
Hi Everyone, When a user submits a ticket, with an image, the image is displayed, when viewing a ticket, in a different location than where it was placed in the message. For example, The message sent was: Dear Support: Please look at this: IMAGE Thanks. However, when one views the ticket, they see: Mail Headers IMAGE Dear Support, Please take a look at this. Thanks. This is occurring in RT 3.4.4. Does this have something to do with the way rt-mailgate handles attachments? Is there some setting to have this display when the sender intended? Thank you for your response in advance. 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] bugreport rt 3.6: search in merged tickets
Merged tickets should entirely cease to have their own identities. but if I send a reply to a customer and afterwards I merge this ticket. What happens when the customer calls me and give me his ticket id? I have no chance to find his ticket. It should be the case that searching for the old ticket number will get you the new ticket. ___ 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] Possible for contents in subject line to map into customfields?
I use this scrip to check the incoming To: address and use that to set
the CF - it could easily be adapted to look at the incoming subject
instead.
Custom action prep code:
---
# Get the message attachment
my $msgatt = $self-TransactionObj-Attachments-First;
return 0 if (!$msgatt); # if no message attachment - assume web UI
return 0 if (!$msgatt-GetHeader('Received')); # exit if not email
message
my $team = $msgatt-GetHeader('To');
($team) = ($team =~ /(\w+)[EMAIL PROTECTED]/);
return 0 if ($team eq 'billingops'); # exception for default address
$self-TicketObj-SetSubject( [$team] . $self-TicketObj-Subject );
---
Custom action cleanup code:
---
my $msgatt = $self-TransactionObj-Attachments-First;
my $team = $msgatt-GetHeader('To');
($team) = ($team =~ /(\w+)[EMAIL PROTECTED]/);
my $cf = RT::CustomField-new( $RT::SystemUser );
$self-TicketObj-AddCustomFieldValue( Field = 19, Value = $team,
RecordTransaction = 0 ) if
($self-TicketObj-CustomFieldValues($cf-Id)-Count 1);
}
---
Only problem there is that the field ID is hardcoded. However, I
prefer this to looking up the CF name and then getting the ID, because
it is less likely the ID of the CF will change than someone who might
want to rename it.
Hope this helps.
Eric Schultz
United Online
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Tony
Graziano
Sent: Monday, July 17, 2006 4:55 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Possible for contents in subject line to map into
customfields?
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
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We're hiring! Come hack Perl for Best Practical:
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Re: [rt-users] bugreport rt 3.6: search in merged tickets
Jesse Vincent wrote: It should be the case that searching for the old ticket number will get you the new ticket. Hi Jesse. I started a thread about this very thing. When you say searching for the old ticket number do you mean in the search box at the top? If so, then no, the ticket does not come up. The example I used was this: Say I have an existing ticket, #100. Some time later someone else opens a new ticket (#200) that we determine to be the same thing as #100, so we merge 200 back into 100. In 3.4.5 we could key 200 or 100 into the search box and get the information. In 3.6.0, we can only key 100 to get to the ticket. Is that working as designed? Thanks! 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] command line boolean problem
Hi I'm running rt 3.4.2. If I look at my list of open tickets which Iown, there are 20 in the RT web interface. However if I run the following command: /opt/rt3/bin/rt list owner = 'pete' AND ( status = 'open' OR status = 'new' ) I only get 11. Any ideas why the discrepancy ? Many thanks, Pete ___ 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] bugreport rt 3.6: search in merged tickets
On Tue, 2006-07-18 at 11:27 -0400, Jesse Vincent wrote: It should be the case that searching for the old ticket number will get you the new ticket. This is what I expected. I have an 3.6 installation from tarball. The installation is upgraded from 3.0.12. The search problem appears in tickets which are created before and after migration. The machine has an RHEL4 compatible installation. If I just modify the url (https://xxx.desy.de/Ticket/Display.html?id=42), and enter the id directly in the url it works. In the log files (rt and mysql) I see no warnings! regards! ___ 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] bugreport rt 3.6: search in merged tickets
On Tue, Jul 18, 2006 at 05:48:41PM +0200, Sven Sternberger wrote: On Tue, 2006-07-18 at 11:27 -0400, Jesse Vincent wrote: It should be the case that searching for the old ticket number will get you the new ticket. This is what I expected. I have an 3.6 installation from tarball. The installation is upgraded from 3.0.12. The search problem appears in tickets which are created before and after migration. Ok, then yes, that sounds like a bug. ___ 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] Re: binary attachment corruption on database move
Yes I had this same problem. I updated the wiki with the fix I had found elsewhere: http://wiki.bestpractical.com/index.cgi?MigrateToNewServer See my Note: I found that with the above command my binary attachments section. -- Tim Casada ___ 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 Internet Explorer window resize crashes browser
Title: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Yup, that did it, I moved the Auth file to a different place, restarted Apache, and formatting is back to normal within IE and I can resize the window without issuesoo how do we make the Auth file work? Ill help with whatever I can, unfortunately Im not much of a coder :( From: John Parker [mailto:[EMAIL PROTECTED]] Sent: Tuesday, July 18, 2006 11:58 AM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser I have seen this I think: It was when I added one of the LDAP overlays - /path/to/rt/local/html/Callbacks/LDAP/autohandler/Auth IE was worst affected. I took that out again as I needed the server running sharpish and havent had time to retest to try and work out what was going on, but I would check anything you have added into RT that is not in the 3.6 distribution. Regards John From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On Behalf Of Helmuth Ramirez Sent: 18 July 2006 15:15 To: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Just to add a couple of other things about this. The login screen in Internet Explorer isnt centered, its off to the left. Once logged in, the text, bars, boxes, are noticeably larger than in Firefox (the boxes start to overlap each other). From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On Behalf Of Helmuth Ramirez Sent: Tuesday, July 18, 2006 8:59 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser Im having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didnt send my e-mail in correctly, here is the original e-mail I am referring to: *** Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache ** We have taken all reasonable precautions to ensure that no viruses are transmitted from FMG Support to any third party. FMG Support accept no responsibility for any damage or loss resulting directly or indirectly from the use of this e-mail or its contents. This e-mail and any files transmitted with it are confidential and solely for the use of the addressee. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on this e-mail, is prohibited and may be unlawful. Opinions expressed in this e-mail are those of the individual and not those of the Company unless specifically indicated to that effect. If you have received this e-mail in error please inform us and delete it from your mailbox and/or any other storage mechanism. FMG Support Ltd T:0870 830 3830 mailto:[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
[rt-users] Right could not be revoked from Everyone and Unprivileged
There seems to be an issue with revoking DelegateRights and SuperUser privileges from the Unprivileged and Everyone system accounts. It has been mentioned on this list before, at the link below. http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/27707 Granting and revoking privileges from the Privileged system group works fine, it's just the two others that hang up. In the logs, I have [Tue Jul 18 16:21:53 2006] [debug]: RT::User::IsPassword auth method IsInternalPassword SUCCEEDED (/opt/rt360/local/lib/RT/User_Local.pm:288) [Tue Jul 18 16:21:53 2006] [info]: Successful login for root from xxx.xxx.xxx.xxx (/opt/rt360/local/html/Callbacks/LDAP/autohandler/Auth:46) [Tue Jul 18 16:21:53 2006] [debug]: RT::Date used date::parse to make 1970-01-01 21600 (/opt/rt360/lib/RT/Date.pm:212) [Tue Jul 18 16:22:08 2006] [warning]: User not loaded. (/opt/rt360/lib/RT/User_Overlay.pm:1729) [Tue Jul 18 16:22:13 2006] [warning]: User not loaded. (/opt/rt360/lib/RT/User_Overlay.pm:1729) Attempting to delete the rights separately shows the same behavior and log entries. -- Troy Orion Cox v: 512.475.8638 e: [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] bugreport rt 3.6: search in merged tickets
To all, I concur, but not only that, a scrip should be created to notify the original Requestor on a merge as well as the owner or whomever is administrating the Queue could add the requestor name from the old ticket (#100) to the ticket merged into (#200) by updating people of ticket #200. That way the requestor of ticket #100 will always get the communication you have set up a requestor to get. Now, if RT is not showing you #200 when you search for #100, that is a bug, but that does not remove the need for good admin scrips and communication on merges. Kenn LBNL Drew Barnes wrote: This is when an OnMerge scrip could be useful. Merge the ticket, notify the source ticket's owner of their new ticket number, problem solved. Sven Sternberger wrote: On Tue, 2006-07-18 at 10:56 -0400, Jesse Vincent wrote: the merge function in rt3.6 seems to be broken, after merge I can't find the ticket-id of the merged ticket, Of either ticket or the ticket you merged into another one? only the ticket which is merged (source) Merged tickets should entirely cease to have their own identities. but if I send a reply to a customer and afterwards I merge this ticket. What happens when the customer calls me and give me his ticket id? I have no chance to find his ticket. I can't find the subject, I can't find the content I think this is valuable information which should be searchable. sven ___ 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] Search on merged ticket differs between 3.4.5 3.6.0
On Tue, Jul 18, 2006 at 10:59:05AM -0700, Tim Berger wrote: On 7/18/06, Barry L. Kline [EMAIL PROTECTED] wrote: That is my EXACT problem. We have some queues where the admins get paged with a ticket. Let's say that ticket #200 is created and the admins get paged. One of them decides that 200 needs to be merged into 100 (for whatever reason). The other admins look at the queue, can't find 200 anymore and have no idea what happened to it. Was it deleted? Was it merged? All they end up doing it wasting time trying to find 200. I suppose I could write a scrip to send a notification when a ticket is merged, but then I'd have to listen to the complaints of excessive pages. Oh well, you win some and you lose some. Barry I certainly hope this is a bug. Purposefully vaporizing request numbers would be a very undesirable design decision as far as I'm concerned. I much prefer being able to type in either request number and be redirected as required. That is the intended behavior. ___ 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] CustomField Hyperlinks
Hello all, On my ticket view, I am linking the values of the custom fields to the search page, searching for any other tickets that have that same value. Currently, this link is created with a target of 'new', thus making it open in a new window. Is there anyway to change this target so that it will load in the same window? Thanks a bunch. -- Justin Gallardo Network Engineering Oregon State University [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] 3.6 continual re-login issue [A Fix!]
On Jul 13, 2006, at 12:23 PM, Stephen Turner wrote: At Wednesday 7/12/2006 12:21 PM, Jesse Vincent wrote: We've got a branch of 3.6 with a proper fix for these issues (which I presume only manifest on MySQL 5. Would anyone like to confirm or deny that?) We have this problem with an Oracle 9 database. (RT 3.4.2, mod_perl, Apache 1.3.26, SSL). Steve We have this problem with oracle10gR2 (CentOS 4.3 running, Apache 2.0.52, fastcgi) ~ Shawn Plummer Systems Manager CIT SUNY Geneseo The mind can make substance, and people planets of its own with beings brighter than have been, and give a breath to forms which can outlive all flesh. -Lord Byron ___ 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] Default set CustomField value
Hi, Does someone know how to do this: 1. create a CustomField (such as CFU) for users; 2. input its value (such as CFU_A) when create a user A; 3. create a CustomField (such as CFT) for tickets. 4. when user A create a ticket, how to default set CFT's value as CFU_A? Thanks for your haelp, Zhiming. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.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 LDAP with OpenLdap and Exchange 5.5
Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- Message: 4 Date: Tue, 18 Jul 2006 13:17:38 +0100 From: Brent Geach [EMAIL PROTECTED] Subject: [rt-users] CustomField searching To: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Hi Im probably going over something that has been done a few times before but Im struggling to find any info on howto get it done. I see from the wiki http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch that from 3.2 its supposed to be a point and click exercise from the GUI. I have been over it and I cant seem to find any options anywhere that would allow me to set this up. Also the files have changed names since the posting above. Any updated info on how to implement searching based on customfield values? Thanks Brent -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20060718/9aad9cdd/attachment-0001.htm -- Message: 5 Date: Tue, 18 Jul 2006 08:59:27 -0400 From: Helmuth Ramirez [EMAIL PROTECTED] Subject: [rt-users] RT 3.6 Internet Explorer window resize crashes browser To: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii I'm having the EXACT issue mentioned here. My backend is Debian Sarge with MySql running RT3.6. Just in case I didn't send my e-mail in correctly, here is the original e-mail I am referring to: *** Hello Recently upgraded to RT 3.6 from RT3.4. Running on BSD5.4 with Mysql Site works fine in Mozilla. When a user using Internet Explorer logs into RT and then resizes the window, the browser instance becomes unresponsive and must be shut down. If I resize the login page, this does not happen. Message shows up at bottom of browser saying 4 items remaining and that it is Downloading picture cb.gif or ct.gif from the server. This flickers for a few moments and then stops.. While this is occurring, the server itself becomes unresponsive. If I go to another browser and attempt to login to the site, I get a timeout error. Ssh client still works. The debug.log and the apache logs do not show any activity while this is occurring. The at a glance page formatting is not showing up correctly. The reminders and quick search boxes are on top of the 10 highest priority tickets I own and 10 newest tickets. Problem occurs on version 6.0.2900.2180 sp2 and 6.0.2800.1106 sp1 versions of Internet Explorer. Have not tried others. Thanks for any responses. Steve Hache -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20060718/da2db0da/attachment.htm -- ___ RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 28, Issue 45 ___ 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 continual re-login issue
I have been running 3.6 in a test mode trying to figure out what is causing this. I suspected it may have been due to customizations we have done to link in our corporate LDAP, but after taking the share/html files and modifying them with our custom lines, it still fails. Have stumbled on the condition where on the RT at a glance page, if I click the edit option to change what is displayed, and just click the save for summary rows, and return to the home page, I don't get stuck in the login loop. Don't know if this helps track down where this is coming from, but... ___ 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] bugreport rt 3.6: search in merged tickets
On Tue, 2006-07-18 at 10:31 -0700, Kenneth Crocker wrote: To all, I concur, but not only that, a scrip should be created to notify the original Requestor on a merge as well as the owner or whomever is administrating the Queue could add the requestor name from the old ticket (#100) to the ticket merged into (#200) by updating people of ticket #200. That way the requestor of ticket #100 will always get the communication you have set up a requestor to get. Now, if RT is not showing you #200 when you search for #100, that is a bug, but that does not remove the need for good admin scrips and communication on merges. It's not just the requestor that needs to be able to track the eventual disposition - it is anyone that has ever had the original number which the person doing the merge may not know. I would hope that email responses with the old ticket ID would land in the right place too. -- 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] 3.6 continual re-login issue [A Fix!]
We have the same problem with rt (both 3.6 3.4.X) on Gentoo. Perl 5.8.8, mysql (both 4.1 5.0), latest dbd-mysql, fastcgi, apache 2.0.59. None of these suggested fixes have resolved the problem, and we have been experiencing the problem for about 2 months. --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.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] binary attachment corruption on database move
Has anyone else experienced corruption of binary attachments when moving their RT database from one host to another? There have been several threads on this subject on the mailing lists. Search the rt-devel archives for Dec 05 for the subject mysqldump on Attachments table (bug #6655) and the rt-users archives for Jan 06 for the subject BUG: MySQL dump of database now attachments dont display I posted to both of those threads to say that I'd tried to reproduce the described problem by dumping and then restoring a test database but had been unable to. I was concerned that my testing might be incorrect and that if I ever had to do a real restore I'd find out the hard way that we did suffer from the problem :-( Since that time I have had occasion to dump and restore my complete RT database containing ~2 tickets and found no corruption of binary attachments (word documents or jpgs). Ruslan did post in the 2nd of the threads mentioned above (message ID [EMAIL PROTECTED]) saying: Yep. I think that's because this problem hits only people on MySQL 4.1 with default server charset UTF-8, but this is small amount of users. I recommend to use 'latin-1' encoding for RT database in MySQL 4.1. Also people can convert almost all *TEXT columns to *BLOB, as tests shows this helps and RT works correctly with MySQL with UTF-8 as default charset. The settings for my mysql database are character_set_clientlatin1 character_set_connectionlatin1 character_set_database latin1 character_set_results latin1 character_set_serverlatin1 character_set_systemutf8 Both utf8 and latin-1 are mentioned there and I'm not sure what the various settings are used for. But since I don't appear to be affected by the binary attachments corruption problem I must be following Ruslan's advice! 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] RT3.6 no queue in template
Simple template triggered by subject line to create child ticket(s) for
a workflow process. I've seen other posts about getting HASH errors with
3.6, is this a 3.6 bug? I've tried not listing a queue or using its
number all with the same result.
Thanks.
===Create-Ticket: Remove Groupwise User
Queue: support
Subject: Disable Novell Account
Owner: rthduser
Requestor: { $Tickets{'TOP'-OwnerObj-EmailAddress() }
Parent: { $Tickets{'TOP'}-Id() }
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}-Id() } needs to
be disabled in eDir and Groupwise. Please remember to resolve this
ticket when it is done.
ENDOFCONTENT
Log:
[Tue Jul 18 22:31:52 2006] [debug]: Converting 'ISO-8859-1' to 'utf-8'
for text/plain - Employee Termination Notice (/opt/rt3/lib/RT/I18N.pm:226)
[Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for
transaction #10858 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for
transaction #10859 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for
transaction #10860 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for
transaction #10861 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Tue Jul 18 22:31:52 2006] [debug]: About to think about scrips for
transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Tue Jul 18 22:31:52 2006] [debug]: About to prepare scrips for
transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:164)
[Tue Jul 18 22:31:52 2006] [debug]: Found 4 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:364)
[Tue Jul 18 22:31:53 2006] [debug]: Detected Termination Notice with
subject = Employee Termination Notice
(/opt/rt3/local/lib/RT/Condition/OnEmployeeTermination.pm:17)
[Tue Jul 18 22:31:53 2006] [debug]: Line: ===
(/opt/rt3/lib/RT/Action/CreateTickets.pm:810)
[Tue Jul 18 22:31:53 2006] [debug]: Line: ===Create-Ticket: Remove
Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Create ticket: create-Remove
Groupwise User (/opt/rt3/lib/RT/Action/CreateTickets.pm:828)
[Tue Jul 18 22:31:53 2006] [debug]: Line: Queue: support
(/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Line: Subject: Disable Novell
Account (/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Line: Owner: rthduser
(/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Line: Requestor: {
$Tickets{'TOP'-OwnerObj-EmailAddress() }
(/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Line: Parent: {
$Tickets{'TOP'}-Id() } (/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Line: Content-Type: text/plain
(/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Line: Content:
(/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Line: The user listed in the parent
ticket { $Tickets{'TOP'}-Id() } needs to be disabled in eDir and
Groupwise. Please remember to resolve this ticket when it is done.
(/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: Line: ENDOFCONTENT
(/opt/rt3/lib/RT/Action/CreateTickets.pm:813)
[Tue Jul 18 22:31:53 2006] [debug]: About to commit scrips for
transaction #10862 (/opt/rt3/lib/RT/Transaction_Overlay.pm:173)
[Tue Jul 18 22:31:53 2006] [info]:
[EMAIL PROTECTED] #582/10862 - Scrip 3
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Tue Jul 18 22:31:53 2006] [debug]: About to think about scrips for
transaction #10863 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Tue Jul 18 22:31:53 2006] [info]:
[EMAIL PROTECTED] sent To: [EMAIL PROTECTED]
(/opt/rt3/lib/RT/Action/SendEmail.pm:312)
[Tue Jul 18 22:31:53 2006] [info]:
[EMAIL PROTECTED] #582/10862 - Scrip 4
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Tue Jul 18 22:31:53 2006] [info]:
[EMAIL PROTECTED] No recipients found.
Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Tue Jul 18 22:31:53 2006] [debug]: In CreateByTemplate
(/opt/rt3/lib/RT/Action/CreateTickets.pm:571)
[Tue Jul 18 22:31:53 2006] [debug]: Workflow: processing create-Remove
Groupwise User of RT::Ticket=HASH(0xa003364)
(/opt/rt3/lib/RT/Action/CreateTickets.pm:586)
[Tue Jul 18 22:31:53 2006] [debug]: Workflow: evaluating
Queue: support
Subject: Disable Novell Account
Owner: rthduser
Requestor: { $Tickets{'TOP'-OwnerObj-EmailAddress() }
Parent: { $Tickets{'TOP'}-Id() }
Content-Type: text/plain
Content:
The user listed in the parent ticket { $Tickets{'TOP'}-Id() } needs to
be disabled in eDir and Groupwise. Please remember to resolve this
ticket when it is done.
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:879)
[Tue Jul 18 22:31:53 2006] [debug]: Workflow: yielding
(/opt/rt3/lib/RT/Action/CreateTickets.pm:895)
[Tue Jul 18
[rt-users] ANSWER: That logout bug on 3.6.0
I spent a while yesterday poking at the logout bug reported by many folks against RT 3.6.0. Turns out it's not one bug but several related bugs. And only some of them are in RT ;) I believe I've got a fairly complete solution ready to go. Issue 1: Apache::Session statement handle clobbering. Inside our session handling library, Apache::Session, there's internal magic to cache database statement handles for increased performance. This is great in traditional application design, but falls over badly when, say, you have a redirect back to another page on the application and that redirect happens before the session is firmly disconnected. In RT 3.6, we mainstreamed an RT change which automatically redirects you to a ticket page after a create, reply or comment. We've changed RT's behaviour to more agressively clear its database connection, clear it before issuing the redirect header and do a couple other small things that should help Issue 2: Host canonicalization. RT 3.6 uses absolute URLs for redirects. as well as in a couple other places. As of 3.6.0, we're redirecting to your canonical RT hostname. RT cookies are tied to a hostname. If you can get to RT as http://foo.company.com and http://foo, this would also cause a new authentication request. Both of these issues are fixed in the current Subversion tree, which will be released as RT 3.6.1pre1 later tonight. (Or tomorrow if I don't make it through before my flight). Best, Jesse PGP.sig Description: This is a digitally signed message part ___ 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
