[rt-users] Preferences
I have one user that doesn't have the Preferences menu item. He belongs to the same group as everyone else and they do have that. Unfortunately, our groups/rights are so botched up right now that eliminating the offending right is virtually impossible. I'm guessing that ModifySelf is the right needed but I'm not sure. Anyone know what I need to change to make this work? Mathew ___ 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
Re: [rt-users] Preferences
Yes, the ModifySelf right should do it. Steve. On 2/1/07, Mathew Snyder [EMAIL PROTECTED] wrote: I have one user that doesn't have the Preferences menu item. He belongs to the same group as everyone else and they do have that. Unfortunately, our groups/rights are so botched up right now that eliminating the offending right is virtually impossible. I'm guessing that ModifySelf is the right needed but I'm not sure. Anyone know what I need to change to make this work? Mathew ___ 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 -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) We in America do not have government by the majority. We have government by the majority who participate. -Thomas Jefferson, third US president, architect and author (1743-1826) ___ 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
Re: [rt-users] Preferences
At least I'm not going insane. I figured that was the one. Thanks. I'll have to talk to the user and figure out what he's going on about as he has the right needed. Mathew Steve Holmes wrote: Yes, the ModifySelf right should do it. Steve. On 2/1/07, *Mathew Snyder* [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: I have one user that doesn't have the Preferences menu item. He belongs to the same group as everyone else and they do have that. Unfortunately, our groups/rights are so botched up right now that eliminating the offending right is virtually impossible. I'm guessing that ModifySelf is the right needed but I'm not sure. Anyone know what I need to change to make this work? Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- I believe I found the missing link between animal and civilized man. It is us. -Konrad Lorenz, ethologist, Nobel laureate (1903-1989) We in America do not have government by the majority. We have government by the majority who participate. -Thomas Jefferson, third US president, architect and author (1743-1826) ___ 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
[rt-users] multiple instances
Dear all, I'm using RT for about two years now and I like to upgrade it and adapt it to our changed requirements. The upgrade from 3.4.1 (Debian Sarge, self installed) to 3.6.1 (Debian Etch, deb) is not a big thing, upgrading the database worked without any problems. My old system was one instance for one company, now I want to change it into a system for up to four partner companies. The different companies should only see there own environment, only the dispatchers in the IT should see all tickets from any company. What is the smartest way to do it? Should I setup multiple instances as described in http://wiki.bestpractical.com/index.cgi?MultipleInstances? Another way might be to use one instance and distinguish the users on there email address ([EMAIL PROTECTED], [EMAIL PROTECTED],...)? Thanks for your advice! David David Obando Webmaster/Systemadministrator Egmont Ehapa Verlag GmbH Wallstraße 59 10179 Berlin Germany Phone: +49 30 240080 Direct: +49 30 24008361 Mobil: +49 172 1548386 Fax: +49 30 24008369 [EMAIL PROTECTED] www.ehapa.de http://www.ehapa.de/ Geschäftsführer: Frank Knau, Karl Skovbæch Pedersen | Handelsregister: HRB 81977 AG Berlin-Charlottenburg | Sitz der Gesellschaft: Berlin EGMONT ___ 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
Re: [rt-users] Some thoughts on the Quick Search list
Bob Goldstein wrote: On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote: Does anybody else think it would be useful if the Quick Search list could be modified to include saved searches on a per user basis? I think that this might want to be another portlet, but I'd love to see it happen. There is something similar at http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ At the bottom, there is a set of callbacks, one of which puts a list of saved searches in the left navigation column. (I know I found out about this from the wiki, but I can't find the reference on the wiki right now.) FWIW, we really like these; the colorizing and a couple extra menu options add a very nice polish to the experience. (I didn't write these, I just like them. Tim Bishop gets the credit.) bobg This way you could display summaries of categorized (by custom field) tickets without displaying a list of tickets. This would make for a more versatile rt dashboard. Of coarse you could set up a separate queue for each category but this is overkill in some situations such as having one queue for software issues with categories for bugs, feature requests etc. I don't know how difficult this is to implement however. Taan ___ 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 -- ___ 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 ___ 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 The Home Page Saved Searches contrib could be adapted to do this - http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches Steve ___ 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
[rt-users] Logging out is in a loop or something
Hello all: I have installed the Packaged version of RT-3.6.3-1fc from Fedora Core 6 everything seems to work fine except that when I try to click on the logout button it shows the screen that says You are logging out now, You may log back again and brings me to the home page, it doesn't log me out as it should, just keep getting this loop back to home page If this issue has been discussed before I apologizeThanks for any help Carlos _ Valentines Day -- Shop for gifts that spell L-O-V-E at MSN Shopping http://shopping.msn.com/content/shp/?ctId=8323,ptnrid=37,ptnrdata=24095tcode=wlmtagline ___ 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
[rt-users] Re: Getting data from Excel into RT?
I found http://wiki.bestpractical.com/index.cgi?ManualApprovals as a good source for the format you are looking for, it gives a list of Acceptable fields. You'll have to parse the Excel data somehow. When I did it I took a flatfile and imported into a database table, then wrote a query that output the correct format. Once you have the format you can use the Offline feature in RT. Make sure you turn off the RT mail server before starting the import, otherwise all of the ticket requestors will get mail sent to them. Basically the format for using the Offline feature is : ===Create-Ticket: identifier (basically here I just used a sequential number, it doesn't relate to the RT ticket #) Subject: subject Queue: RT_Queue name (you can leave this out and identify the queue on the Offline screen if they're all going to the same queue) Requestor : email address (here you can add whatever other items you want to populated (Owner, Status, CustomField-id#, etc..whatever you see in the Acceptable fields from the document) Content-Type: text/plain Content: the text portion of your ticket ENDOFCONTENT Steve rt-users-request@ lists.bestpractic al.com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject RT-Users Digest, Vol 34, Issue 70 01/31/2007 06:25 PM Please respond to [EMAIL PROTECTED] stpractical.com Greetings, We've got a spreadsheet (hand-produced, not created by RT) that has a number of projects which we would like to convert into RT tickets. I've searched the RT users mailing list to see if anyone has attempted something like this, and I have found a few messages where people suggest using the offline feature in RT. However, I haven't been able to find any documentation on how to make use of this feature. Can anyone give me some pointers on either where to look for more detailed information, or suggestions on another way to get Excel data into RT? Thanks, Peter ___ 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
[rt-users] rt create -t group set Name=New group
Hello, I'm using RT 3.6.3. I can use the command line tool to create queues but not groups. Is it possible to create groups from the command line tool, or am I just doing something wrong. I'm logged in as the RT root user. Here's the output I get from the command line tool: rt create -t queue set Name=Support # Queue 36 created. rt create -t group set Name=Support group # Unknown object type: group id: group/new name: Support group rt Thanks, Paddy Newman --- This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.___ 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
[rt-users] Bug... maybe
This is was occurring on 3.6.0 3.6.3. A user created a queue 'Foo Bar'. When RT at a glance page came up, you can see the queue in the Quick Search box. If it is clicked none of the tickets would show up, but if a search is done with Queue is Foo Bar the tickets would be displayed. I finally figured out it was the '' causing the problem. I renamed the queue and all is well. Is the '' causing html problems? Should there be a constraint on queue names that doesn't allow certain characters? Thanks. -- Scott T. Hildreth [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
[rt-users] Rename Queues
I renamed a Queue, but the old Queue name is in the drop down list for the Search page. I tried stopping starting Apache, but the old Queue name is still in the drop down list. Is this a cache that needs to be cleaned out? Thanks. -- Scott T. Hildreth [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
Re: [rt-users] Rename Queues
Scott T. Hildreth wrote: I renamed a Queue, but the old Queue name is in the drop down list for the Search page. I tried stopping starting Apache, but the old Queue name is still in the drop down list. Is this a cache that needs to be cleaned out? Thanks. Does log out/in do it? Steve ___ 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
Re: [rt-users] Rename Queues
On Thu, 2007-02-01 at 10:20 -0500, Stephen Turner wrote: Scott T. Hildreth wrote: I renamed a Queue, but the old Queue name is in the drop down list for the Search page. I tried stopping starting Apache, but the old Queue name is still in the drop down list. Is this a cache that needs to be cleaned out? Thanks. Does log out/in do it? Yep... :-) Thanks. Steve -- Scott T. Hildreth [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
RE: [rt-users] Some thoughts on the Quick Search list
Hi
With this diffs I added the SavedSearch in the Home-site. It works, but
some times I recive the following error:
System error
error: RT::Attribute::Name Unimplemented in RT::Attributes.
(/opt/rt3/lib/RT/Attributes_Overlay.pm line 81)
context:...
492:else {
493:my ( $package, $filename, $line );
494:( $package, $filename, $line ) = caller;
495:
496:die $AUTOLOAD Unimplemented in $package. ($filename
line $line) \n;
497:}
498:
499:}
500:
...
code stack:
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496
/opt/rt3/lib/RT/Attributes_Overlay.pm:81
/opt/rt3/lib/RT/Attributes_Overlay.pm:73
/opt/rt3/lib/RT/Attributes_Overlay.pm:88
/opt/rt3/lib/RT/Attributes_Overlay.pm:119
/opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58
/opt/rt3/local/html/index.html:97
/opt/rt3/local/html/autohandler:242
What du you think about?
Michael Peer
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Stephen
Turner
Sent: Thursday, 01 February, 2007 15:11
To: Bob Goldstein
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Some thoughts on the Quick Search list
Bob Goldstein wrote:
On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote:
Does anybody else think it would be useful if the Quick Search list
could be modified to include saved searches on a per user basis?
I think that this might want to be another portlet, but I'd love to
see it happen.
There is something similar at
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/
At the bottom, there is a set of callbacks, one of which puts a list
of saved searches in the left navigation column. (I know I found
out
about this from the wiki, but I can't find the reference on
the wiki right now.) FWIW, we really like these; the colorizing
and a couple extra menu options add a very nice polish to the
experience.
(I didn't write these, I just like them. Tim Bishop gets the
credit.)
bobg
This way you could display summaries of categorized (by custom
field) tickets without displaying a list of tickets. This would make
for a more versatile rt dashboard. Of coarse you could set up a
separate queue for each category but this is overkill in some
situations such as having one queue for software issues with
categories for bugs, feature requests etc.
I don't know how difficult this is to implement however.
Taan
___
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
--
___
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
___
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
The Home Page Saved Searches contrib could be adapted to do this -
http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches
Steve
___
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
___
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
Re: [rt-users] Rename Queues
On Thu, 2007-02-01 at 09:17 -0600, Scott T. Hildreth wrote: I renamed a Queue, but the old Queue name is in the drop down list for the Search page. I tried stopping starting Apache, but the old Queue name is still in the drop down list. Is this a cache that needs to be cleaned out? http://wiki.bestpractical.com/index.cgi?CleanMasonCache Well I tried this and the old name still shows up in the drop down list. Thanks. -- Scott T. Hildreth [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
[rt-users] Notifications problem
Hi all, On creation of a ticket, I'd like a group of users to be notified about new tickets. Then I want only the ticket owner to be notified of future correspondence. How can I do that? Would rt-notify-group do the job? If yes is it possible to launch it through a scrip? Also the utility doesn't seem to be part of my distribution (RT 3.4.5 Fedora RPM)... Regards, Thibaut ___ 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
[rt-users] Server error: Not Found (404)
Hi Just started running RT 3.6.1, web and email fine AFAIK, but I cannot get the CLI to work. My .rtrc file is: serJohn server http://jupiter:88 passwd XX but when I execute /opt/rt/bin/rt I get: rt: show: No objects specified. rt: For help, run 'rt help show'. rt rt list Status = 'new' rt: Server error: Not Found (404) [EMAIL PROTECTED]:~ It doesn't ask for my password, so I assume the .rtrc file is read OK (if the passwd is missing, I'm prompted) Any ideas?? John ___ 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
Re: [rt-users] Server error: Not Found (404)
I also could not get this to work and spent a great deal of time trying to get it to work, and none of the ways to give it a .rtrc file worked for me. In the end, since I was running it from a perl script, I had no choice but to run `export RTSERVER=http://foo.bar;export RTUSER=foo; rt show foobar` John James wrote: Hi Just started running RT 3.6.1, web and email fine AFAIK, but I cannot get the CLI to work. My .rtrc file is: serJohn server http://jupiter:88 passwd XX but when I execute /opt/rt/bin/rt I get: rt: show: No objects specified. rt: For help, run 'rt help show'. rt rt list Status = 'new' rt: Server error: Not Found (404) [EMAIL PROTECTED]:~ It doesn't ask for my password, so I assume the .rtrc file is read OK (if the passwd is missing, I'm prompted) Any ideas?? John ___ 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 -- Kind Regards, ___ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___ ___ 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
RE: [rt-users] Server error: Not Found (404)
Thanks to Mike's comment I sorted it: The mail gateway doesn't use DNS. I had to use the actual (remote) ip in the address export RTSERVER=http://123.123.123.123:88 Cheers John -Original Message- From: Mike Peachey [mailto:[EMAIL PROTECTED] Sent: 01 February 2007 16:46 Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Server error: Not Found (404) I also could not get this to work and spent a great deal of time trying to get it to work, and none of the ways to give it a .rtrc file worked for me. In the end, since I was running it from a perl script, I had no choice but to run `export RTSERVER=http://foo.bar;export RTUSER=foo; rt show foobar` John James wrote: Hi Just started running RT 3.6.1, web and email fine AFAIK, but I cannot get the CLI to work. My .rtrc file is: serJohn server http://jupiter:88 passwd XX but when I execute /opt/rt/bin/rt I get: rt: show: No objects specified. rt: For help, run 'rt help show'. rt rt list Status = 'new' rt: Server error: Not Found (404) [EMAIL PROTECTED]:~ It doesn't ask for my password, so I assume the .rtrc file is read OK (if the passwd is missing, I'm prompted) Any ideas?? John ___ 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 -- Kind Regards, ___ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___ ___ 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 ___ 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
Re: [rt-users] Server error: Not Found (404)
Regardless, this doesn't deal with the issue that in rt-3.6.1 .rtrc implementation doesn't *seem* to work, and I'd love to know if anyone knows why.. For reference, John, you don't store the password in the .rtrc or pass it as an environment variable, you manually run it once as whatever user rt will run as and it will ask you for the password, once done it creates a .rt_sessions file in that user's home directory and doesn't ask for the password again for that user -- or at least that's how it's worked for me. John James wrote: Thanks to Mike's comment I sorted it: The mail gateway doesn't use DNS. I had to use the actual (remote) ip in the address export RTSERVER=http://123.123.123.123:88 Cheers John -Original Message- From: Mike Peachey [mailto:[EMAIL PROTECTED] Sent: 01 February 2007 16:46 Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Server error: Not Found (404) I also could not get this to work and spent a great deal of time trying to get it to work, and none of the ways to give it a .rtrc file worked for me. In the end, since I was running it from a perl script, I had no choice but to run `export RTSERVER=http://foo.bar;export RTUSER=foo; rt show foobar` John James wrote: Hi Just started running RT 3.6.1, web and email fine AFAIK, but I cannot get the CLI to work. My .rtrc file is: serJohn server http://jupiter:88 passwd XX but when I execute /opt/rt/bin/rt I get: rt: show: No objects specified. rt: For help, run 'rt help show'. rt rt list Status = 'new' rt: Server error: Not Found (404) [EMAIL PROTECTED]:~ It doesn't ask for my password, so I assume the .rtrc file is read OK (if the passwd is missing, I'm prompted) Any ideas?? John ___ 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 -- Kind Regards, ___ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___ ___ 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
[rt-users] Custom fields are not being displayed
I am trying to upgrade from 3.0.8 to 3.6.1 and it all looked OK apart from not being able to see any Custom Fields when I display a ticket. Despite giving myself the appropriate rights (AdminCustomField etc) I cannot perform any configuration on them either. I am running on fc5, perl version 5.8.8-5, apache 1.3 and mysql 5.0.27. When I check the rt3 database using mysql, both the CustomFields and CustomFieldValues tables appear to be populated correctly. I'm sure I'm missing something obvious but can anyone shed some light on this ? Thanks, Alison -- ++ Alison Downie, Computing Officer School of Informatics, University of Edinburgh Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL Tel: 650 3095 ++ ___ 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
[rt-users] RT State of the Onion?
It's been a while since I've looked at RT. The last time I tried to get it some traction in the organization I work for, it foundered on 3 points: * It didn't understand customers. The company I work for is in the computer service and support business. I need a ticketing system to have an integrated 'customer file' that keeps track of all the information about a client, specifically including mapping incoming email addresses to clients and auto-carboning the appropriate client supervisory email. RT didn't do that when I looked at it last, and AT could be made to do it -- I thought -- but I was already selling 'up-hill' and the loose integration was something I couldn't overcome. * I needed a what happened today view for the boss -- showing all of today's ticket activity and status changes and total time billable -- and there wasn't one, quite, and I wan't smart enough to write it myself. * To work helpdesk with it efficiently, I sort of needed a way to start keying in the notes on an empty screen, and then figure out which ticket it applied to, and attach it, or create a new one. It's been over a year since I played with it; 3.2 timeframe, I think, and I was wondering if anyone, BP or otherwise, has extended RT in any of those direction. I took a look at the website and the wiki... but I didn't find release notes, or a feature list in sufficient detail to make me not have to ask... and the screenshots are from 3.0. Cheers, -- jra -- Jay R. Ashworth[EMAIL PROTECTED] Designer Baylink RFC 2100 Ashworth AssociatesThe Things I Think'87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 ___ 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
Re: [rt-users] RT State of the Onion?
I am not quite sure what you mean by the first one. The what happened today is quite nice in the newer releases - you can take any search and save it on your home page - so as long as you can write a search (and pick which columns you want to display) you can get exactly what you want. The last one, sounds like you need notepad/emacs... On Thu, 1 Feb 2007, Jay R. Ashworth wrote: It's been a while since I've looked at RT. The last time I tried to get it some traction in the organization I work for, it foundered on 3 points: * It didn't understand customers. The company I work for is in the computer service and support business. I need a ticketing system to have an integrated 'customer file' that keeps track of all the information about a client, specifically including mapping incoming email addresses to clients and auto-carboning the appropriate client supervisory email. RT didn't do that when I looked at it last, and AT could be made to do it -- I thought -- but I was already selling 'up-hill' and the loose integration was something I couldn't overcome. * I needed a what happened today view for the boss -- showing all of today's ticket activity and status changes and total time billable -- and there wasn't one, quite, and I wan't smart enough to write it myself. * To work helpdesk with it efficiently, I sort of needed a way to start keying in the notes on an empty screen, and then figure out which ticket it applied to, and attach it, or create a new one. ___ 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
RE: [rt-users] RT State of the Onion?
The first one is a common requirement. We have a database with all of our customer details in it (ok, well, we have a db that nearly has all the stuff in it and some of it is even correct). We need to link a ticket to a customer record, not to a person who happens to have been employed by that customer at the time the defect was opened. Ideally Customers (which really means Companies that Have our products) would have persons as sub records. The idea is that a customer may have opened 10 tickets, but their contact information and details about what database they're running, what product(s) they are licensed for, what servers are located where, what hardware they're running on, are all things that a person reviewing a ticket needs access to, but you don't want to have to enter it for each ticket. With RT you can whip up some kind of url link or something, but there really needs to be a nice clean interface to some place where the above data is kept. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Jon Daley Sent: Thursday, February 01, 2007 12:26 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT State of the Onion? I am not quite sure what you mean by the first one. The what happened today is quite nice in the newer releases - you can take any search and save it on your home page - so as long as you can write a search (and pick which columns you want to display) you can get exactly what you want. The last one, sounds like you need notepad/emacs... On Thu, 1 Feb 2007, Jay R. Ashworth wrote: It's been a while since I've looked at RT. The last time I tried to get it some traction in the organization I work for, it foundered on 3 points: * It didn't understand customers. The company I work for is in the computer service and support business. I need a ticketing system to have an integrated 'customer file' that keeps track of all the information about a client, specifically including mapping incoming email addresses to clients and auto-carboning the appropriate client supervisory email. RT didn't do that when I looked at it last, and AT could be made to do it -- I thought -- but I was already selling 'up-hill' and the loose integration was something I couldn't overcome. * I needed a what happened today view for the boss -- showing all of today's ticket activity and status changes and total time billable -- and there wasn't one, quite, and I wan't smart enough to write it myself. * To work helpdesk with it efficiently, I sort of needed a way to start keying in the notes on an empty screen, and then figure out which ticket it applied to, and attach it, or create a new one. ___ 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 ___ 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
Re: [rt-users] RT State of the Onion?
On Thu, Feb 01, 2007 at 12:56:03PM -0500, Jay R. Ashworth wrote: It's been a while since I've looked at RT. The last time I tried to get it some traction in the organization I work for, it foundered on 3 points: * It didn't understand customers. The company I work for is in the computer service and support business. I need a ticketing system to have an integrated 'customer file' that keeps track of all the information about a client, specifically including mapping incoming email addresses to clients and auto-carboning the appropriate client supervisory email. RT didn't do that when I looked at it last, and AT could be made to do it -- I thought -- but I was already selling 'up-hill' and the loose integration was something I couldn't overcome. * I needed a what happened today view for the boss -- showing all of today's ticket activity and status changes and total time billable -- and there wasn't one, quite, and I wan't smart enough to write it myself. * To work helpdesk with it efficiently, I sort of needed a way to start keying in the notes on an empty screen, and then figure out which ticket it applied to, and attach it, or create a new one. Pay someone to do what you want. RT is fully customizable and though most people don't realize it, it's real power is in it's API. I'm sure BP/Jesse don't see the value in features that will be used by a tiny percentage of RT users, so they made RT a great base upon which your dream ticket system can be built. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Re: Getting data from Excel into RT?
I found http://wiki.bestpractical.com/index.cgi?ManualApprovals as a good source for the format you are looking for, it gives a list of Acceptable fields. Cool, this provides some direction. One thing I haven't been able to glean is whether it is possible to include CustomFields in such a template... Is this possible? ___ 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
Re: [rt-users] RT State of the Onion?
On Thu, Feb 01, 2007 at 01:18:06PM -0600, Kelly F. Hickel wrote: The first one is a common requirement. We have a database with all of our customer details in it (ok, well, we have a db that nearly has all the stuff in it and some of it is even correct). We need to link a ticket to a customer record, not to a person who happens to have been employed by that customer at the time the defect was opened. Ideally Customers (which really means Companies that Have our products) would have persons as sub records. The idea is that a customer may have opened 10 tickets, but their contact information and details about what database they're running, what product(s) they are licensed for, what servers are located where, what hardware they're running on, are all things that a person reviewing a ticket needs access to, but you don't want to have to enter it for each ticket. And, just as much, that you should be able to see all tickets open for this customer so that you can tell whether an incoming call applies to one of them, or is something new -- which speaks to my third point. Thank you, Kelly. Everyone else's reactions to customer file were beginning to make me think *I* was nutsabago. With RT you can whip up some kind of url link or something, but there really needs to be a nice clean interface to some place where the above data is kept. And, as noted, *some* of that can be done with, say, AT... but I don't think you can do all of it. I don't know, because I don't seem to be able to get a good look at 3.6 without installing the damned thing. Cheers, -- jra -- Jay R. Ashworth[EMAIL PROTECTED] Designer Baylink RFC 2100 Ashworth AssociatesThe Things I Think'87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 ___ 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
RE: [rt-users] Re: Getting data from Excel into RT?
CustomField-id#: the custom field value To find the custom field id# you can go to the Configuration-Custom Fields pages, and hover over the custom field to see the link in the status bar or right-click to view the link properties. The # at the end is your id#! e.g. ===Create-Ticket: 3466 Queue: Phone Requests Subject: I need a phone at my desk Status: open Started: 01-SEP-06 Owner: mr_telephone_guy Requestor: [EMAIL PROTECTED] InitialPriority: 80 CustomField-41: 1-800-555- CustomField-2: Voip CustomField-1: Marketing_Group ContentType: text/plain I need a phone and I need it now! ENDOFCONTENT Steve http://RT-Server/Admin/CustomFields/Modify.html?id=3 Cool, this provides some direction. One thing I haven't been able to glean is whether it is possible to include CustomFields in such a template... Is this possible? ___ 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
Re: [rt-users] RT State of the Onion?
Thank you, Kelly. Everyone else's reactions to customer file were beginning to make me think *I* was nutsabago. Nope. It's a perfectly reasonable feature request. We've specced it out for customers several times. To do it reasonably as part of RT requires that RT own your customer database, which it generally sounds like the folks who've been looking for this on the list aren't willing to have happen. We'd probably model it as RT groups, so that you could usefully model who's part of which customer. The big hard bits are probably setting RT up to not mail everyone from a customer on every issue ;) ___ 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
Re: [rt-users] RT State of the Onion?
On Thu, Feb 01, 2007 at 03:46:15PM -0500, Jesse Vincent wrote: Thank you, Kelly. Everyone else's reactions to customer file were beginning to make me think *I* was nutsabago. Nope. It's a perfectly reasonable feature request. We've specced it out for customers several times. To do it reasonably as part of RT requires that RT own your customer database, which it generally sounds like the folks who've been looking for this on the list aren't willing to have happen. For my own part, I'd be perfectly willing to deal with that. I can't speak to *everyone* that's wanted it, but I don't know that that was ever stated that explicitly before -- though I sort of inferred it. We'd probably model it as RT groups, so that you could usefully model who's part of which customer. The big hard bits are probably setting RT up to not mail everyone from a customer on every issue ;) Yeah. I should assume that either none of the people for whom you've specced it took it, or that they all took it on a commercial-only license? On an only vaguely related topic: are there any current screenshots anywhere? Did that MIT manual I remember, perhaps, get updated to 3.6? Cheers, -- jra -- Jay R. Ashworth[EMAIL PROTECTED] Designer Baylink RFC 2100 Ashworth AssociatesThe Things I Think'87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 ___ 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
[rt-users] RT 3.6.3: Chaning Orrder by setting in highest priority tickets/newwest unowned tickets
Hi Everyone, I am wondering if this is a bug or a feature of RT 3.6.3. When a user tries to change Priority in Order by for highest priority tickets I own and/or change Created in Order by for newest unowned tickets, the change does not take. That is, it returned to the original setting. I know, in these two cases, that these setting are in the system wide definitions for these two fields. As a normal user does not see You can also edit the predefined search itself:, this is available only to Super User and I certainly do not want to give that privilege out to everyone of my users. Is what I am seeing normal behavior? I was under the impression that when a user made a change to these settings that the information was stored in their own copy of a predefined search. RT is acting as if the user cannot override the first value in Order by. I gave users permissions to Modify Self, and to change, edit and view saved searches. Is there another permission they need? Thank you for your time. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com 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
Re: [rt-users] RT State of the Onion?
I can't speak to *everyone* that's wanted it, but I don't know that that was ever stated that explicitly before -- though I sort of inferred it. We'd probably model it as RT groups, so that you could usefully model who's part of which customer. The big hard bits are probably setting RT up to not mail everyone from a customer on every issue ;) Yeah. I should assume that either none of the people for whom you've specced it took it, or that they all took it on a commercial-only license? We go to lengths to make sure everything we build is freely releasable. (Sometimes it doesn't happen, but we try hard.) This isn't soemthing we've built yet. ___ 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
Re: [rt-users] RT State of the Onion?
On Thu, Feb 01, 2007 at 04:13:10PM -0500, Jesse Vincent wrote: I can't speak to *everyone* that's wanted it, but I don't know that that was ever stated that explicitly before -- though I sort of inferred it. We'd probably model it as RT groups, so that you could usefully model who's part of which customer. The big hard bits are probably setting RT up to not mail everyone from a customer on every issue ;) Yeah. I should assume that either none of the people for whom you've specced it took it, or that they all took it on a commercial-only license? We go to lengths to make sure everything we build is freely releasable. (Sometimes it doesn't happen, but we try hard.) This isn't something we've built yet. Got it. I so assumed, since we don't see it (:-), but the clarification is noce. Cheers, -- jra -- Jay R. Ashworth[EMAIL PROTECTED] Designer Baylink RFC 2100 Ashworth AssociatesThe Things I Think'87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 ___ 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
[rt-users] RT 3.6.3: Informing Requestor when Ticket Ownership changes
Hi Everyone, Anyone know the procedure to set things up such that when the ticket owner is changes, that the requestor is sent an e-mail message so they know who is working their request? I thought of using the Watcher permission, but it seems to only work on reply to ticket. Any ideas would be welcome. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com 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
Re: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownership changes
You can do that with scrips. No custom code needed either. On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote: Hi Everyone, Anyone know the procedure to set things up such that when the ticket owner is changes, that the requestor is sent an e-mail message so they know who is working their request? I thought of using the Watcher permission, but it seems to only work on reply to ticket. Any ideas would be welcome. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com 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 ___ 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
Re: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownership changes
Todd Chapman wrote: You can do that with scrips. No custom code needed either. On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote: Hi Everyone, Anyone know the procedure to set things up such that when the ticket owner is changes, that the requestor is sent an e-mail message so they know who is working their request? I thought of using the Watcher permission, but it seems to only work on reply to ticket. Any ideas would be welcome. Nick The owner change condition may fire when the owner is set to Nobody (I'm not sure). You might not want to send the customer a message saying Nobody has been assigned to work on your request. If that's the case, you may need some custom condition code. Steve ___ 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
[rt-users] RT 3.6.3: Cannot chnage owner to another user.
Hi Everyone, I have Super User and I cannot change the ownership of a ticket from one person to another. I get an error You can only take tickets that are unowned or You can only reassign tickets that you own or that are unowned. This is definitely a different behavior than that of RT 3.4.4. Any ideas on this one? Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com 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
[rt-users] Set started date upon opening+owning of a ticket
I'd like to set up RT so that the started date is automatically entered into the ticket once the ticket is owned by someone, and opened. From what I can tell, the started date is filled in automagically, but only when someone replies to the ticket (there may be other circumstances). I'm sure I'll need some sort of scrip for this, but I have no idea what to put in the user-defined parts to make it 'go'. Thanks in advance! --- 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
Re: [rt-users] Set started date upon opening+owning of a ticket
Started date is set to now during status change from 'new' to any not 'new' value. So if you're using an 'auto open' on correspond scrip then it's set on correspond, however if somebody open it before any correspond then it's also set. Try next tests: * create a ticket, click the open action and look on the dates box * create a ticket, click the resolve action and look on the dates box This is how it works since 3.0 may be, at least this is true for 3.4 and greater. On 2/2/07, Jason Marshall [EMAIL PROTECTED] wrote: I'd like to set up RT so that the started date is automatically entered into the ticket once the ticket is owned by someone, and opened. From what I can tell, the started date is filled in automagically, but only when someone replies to the ticket (there may be other circumstances). I'm sure I'll need some sort of scrip for this, but I have no idea what to put in the user-defined parts to make it 'go'. Thanks in advance! --- 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 -- Best regards, Ruslan. ___ 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
Re: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownership changes
We used this simple code - return ( $TicketObj-OwnerObj-Name() ne 'Nobody' ); That does it for us Kenn Crocker LBNL Stephen Turner wrote: Todd Chapman wrote: You can do that with scrips. No custom code needed either. On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote: Hi Everyone, Anyone know the procedure to set things up such that when the ticket owner is changes, that the requestor is sent an e-mail message so they know who is working their request? I thought of using the Watcher permission, but it seems to only work on reply to ticket. Any ideas would be welcome. Nick The owner change condition may fire when the owner is set to Nobody (I'm not sure). You might not want to send the customer a message saying Nobody has been assigned to work on your request. If that's the case, you may need some custom condition code. Steve ___ 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 ___ 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
Re: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Nick, No, it is not. We use 3.4.4 and we have always had to take a ticket before we could re-assign it. Kenn Crocker LBNL Nick Metrowsky wrote: Hi Everyone, I have Super User and I cannot change the ownership of a ticket from one person to another. I get an error “You can only take tickets that are unowned” or “You can only reassign tickets that you own or that are unowned”. This is definitely a different behavior than that of RT 3.4.4. Any ideas on this one? Nick *-* *Nick Metrowsky*** *Consulting System Administrator*** *303-684-4785 Office*** *303-684-4100 Fax*** [EMAIL PROTECTED] mailto:[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 ___ 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
Re: [rt-users] Set started date upon opening+owning of a ticket
Added to the wiki TicketDates. On 2/2/07, Ruslan Zakirov [EMAIL PROTECTED] wrote: Started date is set to now during status change from 'new' to any not 'new' value. So if you're using an 'auto open' on correspond scrip then it's set on correspond, however if somebody open it before any correspond then it's also set. Try next tests: * create a ticket, click the open action and look on the dates box * create a ticket, click the resolve action and look on the dates box This is how it works since 3.0 may be, at least this is true for 3.4 and greater. On 2/2/07, Jason Marshall [EMAIL PROTECTED] wrote: I'd like to set up RT so that the started date is automatically entered into the ticket once the ticket is owned by someone, and opened. From what I can tell, the started date is filled in automagically, but only when someone replies to the ticket (there may be other circumstances). I'm sure I'll need some sort of scrip for this, but I have no idea what to put in the user-defined parts to make it 'go'. Thanks in advance! --- 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 -- Best regards, Ruslan. -- Best regards, Ruslan. ___ 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
Re: [rt-users] HTTP::Server::Simple::Mason Install woes
You can skip this module at all, it's only required for standalone server. On 2/1/07, Joe Casadonte [EMAIL PROTECTED] wrote: On 1/31/2007 7:34 PM, Joe Casadonte wrote: OS: RHAS4 (2.6.9-42.0.2) RT: 3.6.3 Perl: 5.8.5 HTML::Mason: 1.35 I'm trying to install HTTP::Server::Simple::Mason and I'm getting the following errors. I searched the archives and found the same errors, and the solution was to upgrade to HTML::Mason 1.31 -- I'm beyond that. I also have another installation of RT which has the same exact setup of the above versions, and HTTP::Server::Simple::Mason installed there just fine. Any ideas? Thanks! I have tried to get the two Perl environments as close as possible. Here are the only differences: Module Name Fails Works === = == DBI 1.53 1.40-8 PAR::Dist0.21 0.11 Test::Exception 0.24 0.21 Test::Harness2.64 (not installed) If I remove Test::Harness from the system that fails, I can't install *anything*. Anything else I can try? Can I just ignore the failed test and force it? How soon will I know if that causes problems? Thanks! -- Regards, joe Joe Casadonte [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 -- Best regards, Ruslan. ___ 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
[rt-users] Global / RT at a glance error
error: Can't call method Content on an undefined value at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50.
context:
...
46: my ( $conf, $pane ) = @_;
47: $default_portlets-SetContent( $conf );
48: push @actions, loc( 'Global portlet [_1] saved.', $pane );
49: }
50: );
51:
52: $m-comp( '/Widgets/SelectionBox:process', %ARGS, self = $_,
nojs = 1 )
53: for @panes;
54:
...
code stack: /usr/share/rt3/html/Admin/Global/MyRT.html:50
/usr/share/rt3/html/Admin/autohandler:47
/usr/share/rt3/html/autohandler:292
RAW error:
Can't call method Content on an undefined value at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50.
Trace begun at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Exceptions.pm
line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
Content on an undefined value at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50.^J') called at
/usr/share/rt3/html/Admin/Global/MyRT.html line 50
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83e74050)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1256
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 915
HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x83e73cfc)')
called at /usr/share/rt3/html/Admin/autohandler line 47
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83f7cb3c)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1256
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/share/rt3/html/autohandler line 292
HTML::Mason::Commands::__ANON__ at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x83dd9ee8)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line
1251
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 1246
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 460
eval {...} at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm line 412
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x83e73cfc)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 168
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x83e73cfc)')
called at /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm
line 826
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x82d17ef0)',
'Apache2::RequestRec=SCALAR(0x83b097d8)') called at
/usr/sbin/webmux.pl line 123
eval {...} at /usr/sbin/webmux.pl line 123
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x83b097d8)') called at -e line 0
eval {...} at -e line 0
___
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
RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
With this diff, superusers can reassign tickets. It works for us.
--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.0
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.0 +0100
@@ -2959,6 +2959,7 @@
and#If we're not stealing
( $self-OwnerObj-Id != $RT::Nobody-Id ) and#and the
owner is set
( $self-CurrentUser-Id ne $self-OwnerObj-Id() )
+ and (!$self-CurrentUserHasRight('SuperUser')) #and is not
superuser
) { #and it's not
us
return ( 0,
$self-loc(
Michael Peer
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Hi Everyone,
I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error You can only take tickets that are
unowned or You can only reassign tickets that you own or that are
unowned. This is definitely a different behavior than that of RT 3.4.4.
Any ideas on this one?
Nick
-
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com 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
