Re: [rt-users] problem with sessions

[Igor Demjanenko]

Have you managed to fix the problem ?

Justin Brodley wrote:
I've had similar problems with our RT3.6.3 on Oracle 10g release, where sessions are stored correctly and the cookie is set but they still get kicked out of the system. 



Justin Brodley 
 



-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Igor Demjanenko
Sent: Friday, May 11, 2007 2:54 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] problem with sessions

Hi,

I have a problem with sessions in RT 3.6.3.

I installed apache2 with fastcgi and mysql 4.1. When logging to RT, it 
open the interface, but when I click on any link, it sends me back to 
login screen. After I login again, it redirects me to this link which 
was clicked before.


I checked the records in 'sessions' table in mysql database, it has some 
records, so the session is stored.


Any help would be appreciated.

br,
igor
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--
Igor Demjanenko

system administrator
Fotki Inc OY
Pae 21, Tallinn, Estonia
+372-666-1770 ext. 116 | [EMAIL PROTECTED]
http://www.fotki.com 


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Re: [rt-users] Reminders in a dedicated queue.

[Jason A. Diegmueller]

On Mon, 14 May 2007, Taan Lindemans wrote:


I was wondering if this was the best way to do things:

I have one queue where a group of users are notified on all new, modified or 
resolved tickets. However I don't want them notified on new or resolved 
reminders (which are placed in the same queue). I modified Reminders.pm and 
made sure all reminders are created in a new Reminders queue which has no 
scrips enabled. This works but I have the feeling there should be a better 
way?


I don't use Reminders in my RT instance, but what about modifying your 
scrips to only fire if the ticket Type='ticket'.  This would preclude 
including tickets of type='reminder'.


-jd
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Re: [rt-users] Custom Status/Ticket disappears - Take 4

[Mathew]

I've looked at that.  All it says is that it was deprecated and points
to ShowSearch

Drew Barnes wrote:
 Elements/MyTickets perhaps?
 
 Mathew Snyder wrote:
 Anyone?

 Keep up with me and what I'm up to: http://theillien.blogspot.com


 Mathew Snyder wrote:
   
 I've got the status showing up in QuickSearch and it displays the tickets
 therein.  However, I can't seem to figure out how to adjust 10 Tickets I 
 Own
 section.  The search for that only lists new, open or stalled tickets.  
 Where do
 I adjust this query.  I've looked in several files under Elements/ but can't
 find the file containing this query.

 Mathew

 Torsten Brumm wrote:
 
 Here is a simple example for quicksearch:
 div class=ticket-overview
 |/Widgets/TitleBox, title = loc(Quick search), bodyclass = ,
titleright = loc(Edit), titleright_href =
 $RT::WebPath.'/Prefs/Quicksearch.html' 
  /Elements/QueueSummary,
cache = 'quick_search_queues',
queue_filter = sub { $_-CurrentUserHasRight('ShowTicket') 
 !exists $unwanted-{$_-Name} },
conditions = [ {cond = Status = 'new',  name = loc ('new')  },
{cond = Status = 'open', name = loc ('open') },
{cond = Status = 'accepted', name = loc
 ('accepted') },
{cond = Status = 'implement', name = loc
 ('implemented') },
{cond = Status = 'approved', name = loc
 ('approved') },
{cond = Status = 'stalled', name = loc ('stalled') 
 },
{cond = Status = 'pending', name = loc
 ('pending') },
{cond = Status = 'authorized', name = loc
 ('authorized') },
{cond = Status = 'resolved', name = loc
 ('resolved') }] 
 /
 /div
 %INIT
 my $unwanted =
 $session{'CurrentUser'}-UserObj-Preferences('QuickSearch', {});
 /%INIT

 i had to add my custom status to this file.

 For the rest like tickets i own and so on, its enough if you go to edit
 in this module and edit the search string.

 Torsten

 2007/4/18, Mathew Snyder  [EMAIL PROTECTED]
 mailto:[EMAIL PROTECTED]:

 I used the method in the wiki for adding a custom active status to my
 configuration (development box).  It shows up fine.  However, when I
 select it,
 ticket I've applied it to disappears from my list of owned
 tickets.  How can I
 adjust this to force the ticket to stay available the way stalled does?

 Thanks
 Mathew
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 -- 
 MFG

 Torsten Brumm

 http://www.torsten-brumm.de http://www.torsten-brumm.de
   
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Re: [rt-users] Custom Status/Ticket disappears - Take 4

[Drew Barnes]

Elements/MyTickets perhaps?

Mathew Snyder wrote:
 Anyone?

 Keep up with me and what I'm up to: http://theillien.blogspot.com


 Mathew Snyder wrote:
   
 I've got the status showing up in QuickSearch and it displays the tickets
 therein.  However, I can't seem to figure out how to adjust 10 Tickets I 
 Own
 section.  The search for that only lists new, open or stalled tickets.  
 Where do
 I adjust this query.  I've looked in several files under Elements/ but can't
 find the file containing this query.

 Mathew

 Torsten Brumm wrote:
 
 Here is a simple example for quicksearch:
 div class=ticket-overview
 |/Widgets/TitleBox, title = loc(Quick search), bodyclass = ,
titleright = loc(Edit), titleright_href =
 $RT::WebPath.'/Prefs/Quicksearch.html' 
  /Elements/QueueSummary,
cache = 'quick_search_queues',
queue_filter = sub { $_-CurrentUserHasRight('ShowTicket') 
 !exists $unwanted-{$_-Name} },
conditions = [ {cond = Status = 'new',  name = loc ('new')  },
{cond = Status = 'open', name = loc ('open') },
{cond = Status = 'accepted', name = loc
 ('accepted') },
{cond = Status = 'implement', name = loc
 ('implemented') },
{cond = Status = 'approved', name = loc
 ('approved') },
{cond = Status = 'stalled', name = loc ('stalled') },
{cond = Status = 'pending', name = loc
 ('pending') },
{cond = Status = 'authorized', name = loc
 ('authorized') },
{cond = Status = 'resolved', name = loc
 ('resolved') }] 
 /
 /div
 %INIT
 my $unwanted =
 $session{'CurrentUser'}-UserObj-Preferences('QuickSearch', {});
 /%INIT

 i had to add my custom status to this file.

 For the rest like tickets i own and so on, its enough if you go to edit
 in this module and edit the search string.

 Torsten

 2007/4/18, Mathew Snyder  [EMAIL PROTECTED]
 mailto:[EMAIL PROTECTED]:

 I used the method in the wiki for adding a custom active status to my
 configuration (development box).  It shows up fine.  However, when I
 select it,
 ticket I've applied it to disappears from my list of owned
 tickets.  How can I
 adjust this to force the ticket to stay available the way stalled does?

 Thanks
 Mathew
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 -- 
 MFG

 Torsten Brumm

 http://www.torsten-brumm.de http://www.torsten-brumm.de
   
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-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

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Re: [rt-users] Custom Status/Ticket disappears - Take 4

[Drew Barnes]

I guess I need to upgrade if I'm going to try to answer questions. :)

Mathew wrote:
 I've looked at that.  All it says is that it was deprecated and points
 to ShowSearch

 Drew Barnes wrote:
   
 Elements/MyTickets perhaps?

 Mathew Snyder wrote:
 
 Anyone?

 Keep up with me and what I'm up to: http://theillien.blogspot.com


 Mathew Snyder wrote:
   
   
 I've got the status showing up in QuickSearch and it displays the tickets
 therein.  However, I can't seem to figure out how to adjust 10 Tickets I 
 Own
 section.  The search for that only lists new, open or stalled tickets.  
 Where do
 I adjust this query.  I've looked in several files under Elements/ but 
 can't
 find the file containing this query.

 Mathew

 Torsten Brumm wrote:
 
 
 Here is a simple example for quicksearch:
 div class=ticket-overview
 |/Widgets/TitleBox, title = loc(Quick search), bodyclass = ,
titleright = loc(Edit), titleright_href =
 $RT::WebPath.'/Prefs/Quicksearch.html' 
  /Elements/QueueSummary,
cache = 'quick_search_queues',
queue_filter = sub { $_-CurrentUserHasRight('ShowTicket') 
 !exists $unwanted-{$_-Name} },
conditions = [ {cond = Status = 'new',  name = loc ('new')  },
{cond = Status = 'open', name = loc ('open') },
{cond = Status = 'accepted', name = loc
 ('accepted') },
{cond = Status = 'implement', name = loc
 ('implemented') },
{cond = Status = 'approved', name = loc
 ('approved') },
{cond = Status = 'stalled', name = loc ('stalled') 
 },
{cond = Status = 'pending', name = loc
 ('pending') },
{cond = Status = 'authorized', name = loc
 ('authorized') },
{cond = Status = 'resolved', name = loc
 ('resolved') }] 
 /
 /div
 %INIT
 my $unwanted =
 $session{'CurrentUser'}-UserObj-Preferences('QuickSearch', {});
 /%INIT

 i had to add my custom status to this file.

 For the rest like tickets i own and so on, its enough if you go to edit
 in this module and edit the search string.

 Torsten

 2007/4/18, Mathew Snyder  [EMAIL PROTECTED]
 mailto:[EMAIL PROTECTED]:

 I used the method in the wiki for adding a custom active status to my
 configuration (development box).  It shows up fine.  However, when I
 select it,
 ticket I've applied it to disappears from my list of owned
 tickets.  How can I
 adjust this to force the ticket to stay available the way stalled 
 does?

 Thanks
 Mathew
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 -- 
 MFG

 Torsten Brumm

 http://www.torsten-brumm.de http://www.torsten-brumm.de
   
   
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-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

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[rt-users] RT-CRONTool Tasks

[Jeff Stark]

Hello,
 
I am new to Perl and RT...so this may seem like an obvious question.  I
created a new script, much like the EscalatePriority scritp and I put
it in the same directory, but when I try to call it from RT-CronTool I
get the following error:
 
Failed to load module RT::Action::ResolveInReview. () at
/opt/rt3/bin/rt-crontool line 206.

Can someone provide a quick list of the steps needed to get a script to
work with the rt-crontool, I looked on the lists and wiki, but wasn't
able to find anything.
 
Thanks,
 
 
Jeff Stark

 
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[rt-users] Public Interface

[Stefan Hornburg]

I recently start to use RT for tracking bugs and issues in projects for 
my customers. Now I would like to extend this to open source software,

where everyone should be able to view and comment on tickets.

Questions:

1. How can I setup a guest account for unauthorized users like on 
rt.cpan.org ?


2. How can I instruct RT to add a comment to ticket #12345 from an email 
to [EMAIL PROTECTED] with arbritrary subject ?


Regards
Racke



--
LinuXia Systems = http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP = http://www.icdevgroup.org/
Interchange Development Team

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[rt-users] RT applications

[Teresa Carcelén Fernández]

Hi all!

Can anyone tell me some examples where RT can be applied for ?

1. project management

2. help desk,

3. NOC ticketing. Basically, this is what it is made for.

4. CRM and software development

Thanks in advance

Best Regards
Teresa
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[rt-users] Labeled Priorities for RT 3.6.3

[Matt Gilstrap]

Has anyone else run into some problems with the patch for labeled
priorities for RT 3.6.3?  I am running on Slackware 11.0.0 with Perl
5.8.8 and Apache 1.3.37.  The patch ran successfully but the only
visible change that I see is that the Priority are now showing in colors
but not labels.  If anyone has run into this and knows the fix or knows
where to begin investigating please let me know.

 

Thanks to all in advance,

Matt

 

 

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Re: [rt-users] Public Interface

[Jesse Vincent]

On May 14, 2007, at 11:20 AM, Stefan Hornburg wrote:

I recently start to use RT for tracking bugs and issues in projects  
for my customers. Now I would like to extend this to open source  
software,

where everyone should be able to view and comment on tickets.

Questions:

1. How can I setup a guest account for unauthorized users like on  
rt.cpan.org ?



Have a look at these distributions in the RT svn repository.

RT-BugTracker/
RT-BugTracker-Public/




2. How can I instruct RT to add a comment to ticket #12345 from an  
email to [EMAIL PROTECTED] with arbritrary subject ?




have a look at rt-mailgate --help

Look for the --extension flag




Regards
Racke



--
LinuXia Systems = http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP = http://www.icdevgroup.org/
Interchange Development Team

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Re: [rt-users] RT applications

[Matthew Keller]

On Mon, 2007-05-14 at 18:00 +0200, Teresa Carcelén Fernández wrote:
 Can anyone tell me some examples where RT can be applied for ?
  
 1. project management 

We use RT extensively for project management. Parent/child and
dependency functionality makes this very nice. Also, when using
extensions like TimeLine, you can make snazzy Ganttesque charts.

  2. help desk, 

Our Helpdesk has migrated to use RT exclusively for trouble tickets, and
escalation of issues outside of the Helpdesk.

  3. NOC ticketing. Basically, this is what it is made for. 

I don't think RT was made for this, but in concert with AssetTracker
works very good for NOC incident management. 

  4. CRM and 

CRM = Customer Relationship Management? If so, when combined with
something like RT-Billing (*cough* shameless plug to be released soon
/plug) makes automation of quotes/estimates and billing trivial. RT's
intrinsic ability to track items based on requestor makes it very easy
to figure out who your noisy customers are as well :)

 software development

We have custom fields in development queues for things like Revision
Version and Code Status, and tie this in with SVN (Subversion) to
allow for very fluid tracking of development items. You'd need to put in
some custom legwork to make this really snap, but it works well once
it's fleshed out.

-- 
Matthew Keller
Information Security Officer  Network Administrator
Computing  Technology Services
State University of New York @ Potsdam
Potsdam, NY, USA
http://mattwork.potsdam.edu/

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Re: [rt-users] RT applications

[Jesse Vincent]

software development


We have custom fields in development queues for things like Revision
Version and Code Status, and tie this in with SVN (Subversion) to
allow for very fluid tracking of development items. You'd need to  
put in

some custom legwork to make this really snap, but it works well once
it's fleshed out.



http://search.cpan.org/dist/RT-Integration-SVN/ may be some of that  
custom legwork ;)




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Re: [rt-users] RT applications

[Matthew Keller]

I REALLY wish these things were listed in the RT wiki.

Wow. That looks great. 

On Mon, 2007-05-14 at 13:19 -0400, Jesse Vincent wrote:
 
  software development
 
  We have custom fields in development queues for things like Revision
  Version and Code Status, and tie this in with SVN (Subversion) to
  allow for very fluid tracking of development items. You'd need to  
  put in
  some custom legwork to make this really snap, but it works well once
  it's fleshed out.
 
 
 http://search.cpan.org/dist/RT-Integration-SVN/ may be some of that  
 custom legwork ;)
 

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[rt-users] Remove Ticket Number from outgoing mails

[Ham MI-ID, Torsten Brumm]

Hi Users,

 

is it possible to remove a ticketnumber from a outgoing mail? If yes,
how can I do this from a template that sends out mails?

 

Thanks


Torsten

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[rt-users] FW: Trying to create a custom form

[Micah Gersten]

I posted this last week, but no one replied.
 

-Original Message-
From: Micah Gersten [mailto:[EMAIL PROTECTED] 
Sent: Thursday, May 10, 2007 1:35 PM
To: 'rt-users@lists.bestpractical.com'
Subject: Trying to create a custom form

I'm trying to create a custom form in RT.  The form works, but I cannot
figure out how to take the form data and put in into the body of the ticket.
How does post processing work with the RT forms?

Thank you,
Micah Gersten
onShore Networks
www.onshore.com
 


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Re: [rt-users] RT applications

[Jesse Vincent]

On May 14, 2007, at 2:15 PM, Teresa Carcelén Fernández wrote:


Thanks a lot, specially to Mark and Jesse.

Yes, It´d be a good idea to include this advantages in the RT wiki


Wikis are designed to allow the community to add content. I'd be  
indebted if you could add what you've learned there.




I´m amazing how cool is RT.  And now AT, wow.
Please, I have the last question, RT is not made for Bug Tracking  
System, isn´t it?


We use RT for a bug tracking system here at best practical, as well  
as for cpan (rt.cpan.org) and perl (rt.perl.org). We're pretty happy  
with it.


Jesse





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[rt-users] Same user has several e-mail addresses

[Gene LeDuc]

Hi All,

I think I saw this issue brought up in the list or on the wiki a couple (or 
few) months ago, but I haven't been able to find the posts.  One of my 
users is using an address (not seen before by RT) other than his 
requestor address to reply to tickets, and his reply is going to the bit 
bucker rather than being added to the ticket because RT won't create a new 
acct for him.  Since this user will be a pretty regular ticket creator, I'd 
like to associate both e-mail addresses to the same acct.  I'd appreciate 
it if someone could point me to where this was already discussed.


Thanks,
Gene



--
Gene LeDuc, GSEC
Security Analyst
San Diego State University 


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Re: [rt-users] Same user has several e-mail addresses

[Jon Daley]

On Mon, 14 May 2007, Gene  LeDuc wrote:

Hi All,

I think I saw this issue brought up in the list or on the wiki a couple (or 
few) months ago, but I haven't been able to find the posts.  One of my users 
is using an address (not seen before by RT) other than his requestor 
address to reply to tickets, and his reply is going to the bit bucker rather 
than being added to the ticket because RT won't create a new acct for him. 
Since this user will be a pretty regular ticket creator, I'd like to 
associate both e-mail addresses to the same acct.  I'd appreciate it if 
someone could point me to where this was already discussed.



I think this was the last email in the thread.

Date: Sat, 5 May 2007 14:18:49 -0400 (EDT)
From: Jon Daley
To: RT Users
Subject: Re: [rt-users] MergeUsers (was RT 4)

On Thu, 3 May 2007, Jon Daley wrote:

 http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/

  Ah, thanks, I somehow missed that - I am not sure if it was
announced when people were discussing this a while back.  I'll try it 

out.

Thanks!


I tried it out, and it does get part of the way.

First off, installation troubles:
I had to modify the test perl script in two ways:
one was to add a use lib /usr/local/request-tracker/lib/ to get it to be
able to find RT.pm.

And then I had to change the tests, since I don't have a general queue.

But, now it is installed.


I merged user1 to user2.

Sending an email from user1 creates the ticket as requested by user2, very
nice.

However, if I login as user1, I don't have any tickets assigned.

What would be nifty is if when logging in as user1 or user2, he would
basically end up in the same place, and see all of the same tickets.


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Re: [rt-users] RT applications

[Taan Lindemans]

We use it for:

Customer Support (product issues)
IT Helpdesk (internal)
Service Requests
Projects
Software Issue Tracking (internal)
Corrective and Preventative Actions (QMS)
Document Changes (QMS, basic integration with SVN)
Nonconforming Products (QMS)

Taan

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