[rt-users] trouble setting custom field from scrips
Hello,
I'm having a little trouble setting a custom field from a scrip.
What I'm trying to do is add some kind of notification so web interface
users see which of their tickets has unanswered customer responses.
What I have now is:
Description: WaitingFieldOnTransaction
Condition: OnTransaction
Action: User Defined
Template: Global Template: blank
Stage: Transaction Create
Custom action preparation code:
f ($trans-Type == Comment || $trans-Type == Correspond) {
return 1;
} else {
return 0;
}
Custom action cleanup code:
my $ownerid=$self-TicketObj-Owner;
my $actorid=$self-TransactionObj-Creator;
my $cf = RT::CustomField-new( $RT::SystemUser );
$cf-LoadByName( Name = 'WaitingForOwner' );
if($ownerid eq $actorid) {
$self-TicketObj-AddCustomFieldValue(Field = $cf, Value = 'answered');
} else {
$self-TicketObj-AddCustomFieldValue(Field = $cf, Value = 'Waiting');
}
What happens is that in case the requestor responds, the custom field
gets set to 'Waiting', but right after that it falls back to 'answered':
Mon Apr 02 08:29:42 2007 RT_System - WaitingForOwner answered changed
to Waiting
Mon Apr 02 08:29:42 2007RT_System - WaitingForOwner Waiting changed to
answered
What could cause this? I also have a scrip that sets the status to
Waiting, but that only runs OnCreate.
thanks for any thoughts,
Borut Mrak.
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Re: [rt-users] trouble setting custom field from scrips
Borut Mrak wrote: What happens is that in case the requestor responds, the custom field gets set to 'Waiting', but right after that it falls back to 'answered': My bad, it's the other way around. We display newest transactions first. The CF gets set to answered, and then right back to Waiting. Mon Apr 02 08:29:42 2007 RT_System - WaitingForOwner answered changed to Waiting Mon Apr 02 08:29:42 2007 RT_System - WaitingForOwner Waiting changed to answered regards, Borut Mrak. ___ 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] Add message to Results
Hi, I would like to display a message in the results section. I believe this has been covered, but I can't seem to find it in the wiki or by searching the archives or my own saved messages. Can somebody steer me to right location? Thanks, Roman ___ 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] Collapsed View of Ticket?
As a user of other systems just starting to look at RT, can someone please point me in the right direction here? What I want to do is make the default view of an individual ticket to just display the transaction headers and use the [show] style of link that you get with emails to display the transaction content. It would be nice to be able to switch between the standard expanded view and the collapsed view as well. I appreciate this will probably require local configuration, but would appreciate a pointer or to know if anyone else has done this? Thanks David ___ 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] LoadSavedSearches right and Customize RT at a glance Available queries
At Friday 3/30/2007 07:28 PM, Jared Hanks wrote: Hello, I'm apart of Group1 and have saved a search. I want users in Group2 to be able to load this saved search and add it to their Customize RT at a glance, but I'm unable to get it to work. Users can't see the Group1's saved searches in the search builder and aren't able to see them in the Available column in Customize RT at a glance. I have the CreateSavedSearch, EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to privileged users, so shouldn't I just need to go to Group1 and grant Group2 the ShowSavedSearch right? This seems like this should do it, but it doesn't. Any help is appreciated. Thanks, Jared Jared, I asked a similar question last week with no reply. From looking at the code, I found out that you will only see searches for the groups you are a member of (directly or indirectly). The saved search related rights on a group seem not to be used for anything. 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] LoadSavedSearches right and Customize RT at a glance Available queries
Stephen, In response to the The saved search related rights on a group seem not to be used for anything. comment; The saved searches privileges for groups is based on the fact that the whole point of assigning group privileges to a Queue is because the owner of that Queue, or users, may not want others outside said privileged group(s) to see (possible critical/restricted ie. payroll) info on the tickets in that Queue. Hence, it was considered inappropriate to allow users outside a privileged group to use/save search Queries for tickets in a Queue with sensitive info. Kenn LBNL Stephen Turner wrote: At Friday 3/30/2007 07:28 PM, Jared Hanks wrote: Hello, I'm apart of Group1 and have saved a search. I want users in Group2 to be able to load this saved search and add it to their Customize RT at a glance, but I'm unable to get it to work. Users can't see the Group1's saved searches in the search builder and aren't able to see them in the Available column in Customize RT at a glance. I have the CreateSavedSearch, EditSavedSearches,LoadSavedSearch,ShowSavedSearches rights granted to privileged users, so shouldn't I just need to go to Group1 and grant Group2 the ShowSavedSearch right? This seems like this should do it, but it doesn't. Any help is appreciated. Thanks, Jared Jared, I asked a similar question last week with no reply. From looking at the code, I found out that you will only see searches for the groups you are a member of (directly or indirectly). The saved search related rights on a group seem not to be used for anything. 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
[rt-users] Out of memory error when dumping Attachments table
I've asked this question on the mysql-users list, but there wasn't any more information than what I've seen on google. The problem is that I get an error when trying to use mysqldump to get a backup of our Attachments table (all other tables will process fine) /usr/local/bin/mysqldump: Error 5: Out of memory (Needed 14154840 bytes) when dumping table `Attachments` at row: 24285 mysql Ver 12.22 Distrib 4.0.24, for portbld-freebsd5.3 (i386) mysqldump Ver 10.9 Distrib 4.1.12, for portbld-freebsd5.3 (i386) and mysqldump Ver 9.11 Distrib 4.0.24, for portbld-freebsd5.3 (i386) There are pages in the mysql online docs about setting variables in /boot/loader.conf to avoid the 512MB per-process limit in FreeBSD: seisei# more /boot/loader.conf set console=comconsole kern.maxdsiz=1G # kern.dfldsiz=751619277 # 750 MB kern.maxssiz=134217728 # 128MB No change after reboot. FreeBSD seisei.cs.myharris.net 5.3-RELEASE-p9 FreeBSD 5.3-RELEASE-p9 #0: Wed Apr 20 13:14:54 EDT 2005 [EMAIL PROTECTED]:/usr/obj/usr/src/sys/GENERIC i386 vm.vmtotal: System wide totals computed every five seconds: (values in kilobytes) === Processes: (RUNQ: 1 Disk Wait: 0 Page Wait: 0 Sleep: 58) Virtual Memory: (Total: 1823K, Active 1132540K) Real Memory:(Total: 1009492K Active 708436K) Shared Virtual Memory: (Total: 40948K Active: 26944K) Shared Real Memory: (Total: 37572K Active: 24768K) Free Memory Pages: 48428K I'm really grasping at straws here. Is there a way to back up the table incrementally so that the smaller chunks don't hit the memory limit? Thanks, Graham ___ 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] LoadSavedSearches right and Customize RT at a glance Available queries
At Tuesday 4/3/2007 11:38 AM, Kenneth Crocker wrote: Stephen, In response to the The saved search related rights on a group seem not to be used for anything. comment; The saved searches privileges for groups is based on the fact that the whole point of assigning group privileges to a Queue is because the owner of that Queue, or users, may not want others outside said privileged group(s) to see (possible critical/restricted ie. payroll) info on the tickets in that Queue. Hence, it was considered inappropriate to allow users outside a privileged group to use/save search Queries for tickets in a Queue with sensitive info. Kenn LBNL Hello Kenn, I'm not sure your answer addresses the question. Supposing you would like to grant read-only access to your queue to another group of people. You'd set up a new group and grant them the appropriate rights to your queue. Perhaps you'd also like them to see and use your own group's saved searches. How would you do that? It would seem that granting the read-only group ShowSavedSearches rights on your own group should do the trick, but it doesn't. I'm still unclear on what the ShowSavedSearches right on a group is used for in RT. Access to tickets themselves is controlled through queue other acls - allowing someone to view and run a saved search doesn't allow them to see tickets they have no rights to. 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] view tickets opened by a member of my group
hello, How do I assign permissions such that everyone in a certain group can view a ticket when a single member of their group opens a ticket in some queue? i.e., suppose I have two queues: AccountingQueue MarketingQueue and two affiliated groups: AccountingGroup MarketingGroup and some associated users: AccountingUser1 AccountingUser2 MarketingUser1 MarketingUser2 If MarketingUser1 opens up a ticket in AccountingQueue, everyone in AccountingGroup will see that ticket, in addition to MarketingUser1 (because he opened it). But MarketingUser2 will not see this ticket, because he doesn't have access permissions to AccountingQueue, nor did he open the ticket. I would like for everyone in MarketingGroup to be able to view this ticket. This is for RT 3.4.x. thanks, Thomas ___ 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: [ANNOUNCE] A new faster shredder machine available
Nice work Ruslan - this version (with the index additions) reduces the single ticket shredding time down from 5 minutes to about 7-8 seconds. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Depended on by vs. Parent
At Tuesday 4/3/2007 03:08 PM, Jason Long wrote: Flynn, Timothy J wrote: What is the difference between depended on by vs. parent? Thanks, -Tim I'm sure this is open to interpretation... To me, depends / depended on by indicate separate tasks that must be performed in sequence. I.e. I have to finish the one task before the other task can _start_. And parent / child indicate composition of tasks. I.e. the child task is part of the parent. I say I have to finish the one task before the other task can _finish_. My 2cents. Jason I believe RT enforces the depends on relationship - you can't resolve a ticket until its dependent ticks are resolved. I don't think there's any such enforcement for parent/child relationships. At least I think that's the right way round. 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] Depended on by vs. Parent
Stephen Turner wrote: At Tuesday 4/3/2007 03:08 PM, Jason Long wrote: Flynn, Timothy J wrote: What is the difference between depended on by vs. parent? Thanks, -Tim I'm sure this is open to interpretation... To me, depends / depended on by indicate separate tasks that must be performed in sequence. I.e. I have to finish the one task before the other task can _start_. And parent / child indicate composition of tasks. I.e. the child task is part of the parent. I say I have to finish the one task before the other task can _finish_. My 2cents. Jason I believe RT enforces the depends on relationship - you can't resolve a ticket until its dependent ticks are resolved. I don't think there's any such enforcement for parent/child relationships. At least I think that's the right way round. Steve Children can outlive their parents, but you can't finish something before you finish the things it depends on. Jeff ___ 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] Changing $Organization in RT_Config
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I've consulted the list archives about this, but have not seen a definitive answer to my specific question, which is: What are the practical consequences of changing the value of $Organization in the RT config? This is separate from the question of $rtname, which I know about. The comment in RT_Config says that $Organization is used by the linking interface to guarantee that ticket URIs are unique and easy to construct. Which URIs make use of $Organization? I'm about to upgrade from RT 3.4.5 to 3.6.3. I've done a clean install in a new environment and plan to move over my existing database that's been running with 3.4.5. However, for various reasons (the domain name isn't really appropriate any more, for one thing), if possible I'd like the value of $Organization to better reflect the new auspices under which this RT will be running. What kind of things might break if I change the value of $Organization while continuing to use the same database as before (after upgrading the schema, of course)? Thanks. Mike _ Mike FriedmanInformation Services Technology [EMAIL PROTECTED] 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu _ -BEGIN PGP SIGNATURE- Version: PGP 6.5.8 iQA/AwUBRhK0060bf1iNr4mCEQLLHgCghSZjoul0gfH90mRGKEA+Gl762boAnA1b gvPZ0Do4V+oUfwHlQ0WjHsIo =tY4U -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Time Worked showing in minutes only
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 José de Paula Eufrásio Júnior wrote: Hello, I'm using RT 3.6.1 and when I set the time worked to 'hours' and submit the comment, the comment always shows 'number min' on the worked time, without any conversion (like, 2 hours = 120 minutes). Ok, I have past most of my afternoon trying to figure out this error without success. Can anyone at least point me where the conversion from hours to minutes takes place so I can have where to look again? I searched the templates, the actions, the .pm stuff inside lib/ and I can't find nothing that looks like converting data... []s -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGEriTv0TDyic/J4kRAsVgAJ908Kc7nwXr7ur25CYj3mzZRD0wOACgtsLI iGZmzFNidB32LXxXwiHaREY= =oN/7 -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] LoadSavedSearches right and Customize RT at a glance Available queries
Stephan, Along with ShowSavedSearches you also have to grant ModifySelf. Also,I was only addressing a comment made about the usefullness of the rights. Kenn LBNL Stephen Turner wrote: At Tuesday 4/3/2007 11:38 AM, Kenneth Crocker wrote: Stephen, In response to the The saved search related rights on a group seem not to be used for anything. comment; The saved searches privileges for groups is based on the fact that the whole point of assigning group privileges to a Queue is because the owner of that Queue, or users, may not want others outside said privileged group(s) to see (possible critical/restricted ie. payroll) info on the tickets in that Queue. Hence, it was considered inappropriate to allow users outside a privileged group to use/save search Queries for tickets in a Queue with sensitive info. Kenn LBNL Hello Kenn, I'm not sure your answer addresses the question. Supposing you would like to grant read-only access to your queue to another group of people. You'd set up a new group and grant them the appropriate rights to your queue. Perhaps you'd also like them to see and use your own group's saved searches. How would you do that? It would seem that granting the read-only group ShowSavedSearches rights on your own group should do the trick, but it doesn't. I'm still unclear on what the ShowSavedSearches right on a group is used for in RT. Access to tickets themselves is controlled through queue other acls - allowing someone to view and run a saved search doesn't allow them to see tickets they have no rights to. 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] Order of transactions
Hi All, I saw a post with a similar issue a while ago, but the solutions offered don't fit my situation. I have 2 custom fields, IP and State. IP is a single value text field and State is a single value combo box. I'm modifying both values using the Basics tab of the Ticket screen. I set IP to some value and State to some value via the pulldown menu, then click Save Changes. My expectation is that both values would be modified before any scrips are triggered. However... It appears that RT modifies State first, which fires a custom-condition State Change scrip. IP then gets modified only after the scrip fires, so it is not available to a template used by the State Change scrip. The problem is that I need the IP in order to send out an e-mail that makes sense. The History display shows the State being changed, then the actions of the State Change scrip (a queue change and the e-mail), then the IP value being set. Is there a way I can hold off on the State Change scrip until after both values have been changed in the Basics screen? It's not a scrip execution order issue, because there's only 1 scrip involved. The issue is that I need all of the updates from the web page to happen before any scrips are triggered. I can work around this if I make the changes in 2 steps (change IP then change State), but I'm sure my users won't see the logic in doing this. I thought about adding a condition to the State Change scrip that makes sure that IP is not null. That would keep the e-mail from going out with a null IP, but then the scrip condition would not be satisfied when the IP value does finally gets modified. Has anyone else conquered this issue? Or am I missing something pretty basic? Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] LoadSavedSearches right and Customize RT at a glance Available queries
At Tuesday 4/3/2007 04:50 PM, Kenneth Crocker wrote: Stephan, Along with ShowSavedSearches you also have to grant ModifySelf. Also,I was only addressing a comment made about the usefullness of the rights. Kenn LBNL But the point is that granting these rights don't affect what saved searches you see - in order to see a group's saved searches, you have to be a member of the group. Which still leaves the question what are the rights used for?. IN other words, if I grant someone ShowSavedSearches on my group (along with ModifySelf), what does that enable? 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] RTFM spanish language
I just installed RT and RTFM last week, and I am preparing the system to be used on my organization. The problem I am facing right now is that most of my users do not speak english. I have no problem selecting under preferences Spanish as my language for every user, it works fine until I got to RTFM. I noticed that RTFM does not have a es.po so I wrote one and place it under /opt/rt3/local/po/FM/RTFM The result is that some things get translated but it looks like only those that have a peer on the RT translation files, everything else stays in English. I even tried switching to French (jut to try a file that came with the distribution) and got the same results. Yes, I restarted apache. I noticed that the RT *.po files are in the following directory: /opt/rt3/lib/RT/I18N What am I missing here? Thanks Luis ___ 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] Changing $Organization in RT_Config
On Apr 4, 2007, at 5:10 AM, Mike Friedman wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I've consulted the list archives about this, but have not seen a definitive answer to my specific question, which is: What are the practical consequences of changing the value of $Organization in the RT config? This is separate from the question of $rtname, which I know about. The comment in RT_Config says that $Organization is used by the linking interface to guarantee that ticket URIs are unique and easy to construct. Which URIs make use of $Organization? I'm about to upgrade from RT 3.4.5 to 3.6.3. I've done a clean install in a new environment and plan to move over my existing database that's been running with 3.4.5. However, for various reasons (the domain name isn't really appropriate any more, for one thing), if possible I'd like the value of $Organization to better reflect the new auspices under which this RT will be running. What kind of things might break if I change the value of $Organization while continuing to use the same database as before (after upgrading the schema, of course)? You'll break all the links between tickets. Best, Jesse Thanks. Mike __ ___ Mike FriedmanInformation Services Technology [EMAIL PROTECTED] 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://socrates.berkeley.edu/~mikef http://ist.berkeley.edu __ ___ -BEGIN PGP SIGNATURE- Version: PGP 6.5.8 iQA/AwUBRhK0060bf1iNr4mCEQLLHgCghSZjoul0gfH90mRGKEA+Gl762boAnA1b gvPZ0Do4V+oUfwHlQ0WjHsIo =tY4U -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com 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
