Re: [rt-users] RT 4
[Thanks for not cc'ing me explicitly, one copy via the list will do just fine.] well, whether it sucks or not, when you give your staff access to some software, they begin using it, that's all - then when you detect weaknesses in the soft, As far as I can see, the weakness, as you call it, is not intrinsic to RT, but should be addressed at the Web browser level, and as Toby Darling already pointed out, there is an extension to Firefox that solves the problem in a much more global manner. I don't know about you and/or your users, but I practically never use the RT web interface to answer tickets - I use email nearly 100% of the time, precisely because I have much better tools available for writing email (including, but not limited to, support for temporary saves and therefore crash resistance). Attempting to address this issue in RT is, in my opinion, simply not the right place to do it. (Of course I should mention that our RT is configured so that every- body in the IT support team get copies of new tickets and all ticket correspondence in their email already. I do realize doing this would be impractical or even impossible with a wider support personnel base and/or significantly larger amounts of ticket traffic.) -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. URL : http : / / www . helsinki . fi / %7E atossava / NO FILE ATTACHMENTS ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] text editing in internet browsers (WAS: RT 4)
Comparing a internet browser to a word processor makes no sense. Perhaps your users should be composing their replies in a text editor if they are losing their form posting content so often. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Robert Grasso Sent: Saturday, 2 June 2007 1:09 AM To: Toby Darling; RT Users Subject: RE: [rt-users] RT 4 oh, I agree, I am using such an extension myself - but first, not all of our staffers use Firefox, many of them use MSIE - and I cannot change this - but anyway, so many office softwares, proprietary or not, use to supply such a Save as function nowadays (OpenOffice does), that you would expect that it's implemented in the software you are using, without having to setup some workaround yourself ... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Toby Darling Sent: Friday, June 01, 2007 3:58 PM To: RT Users Subject: Re: [rt-users] RT 4 my users would deeply appreciate being able to temporarily SAVE a draft ticket If they're using firefox, I can recommend the Save Text Area extension, it's got save to, and load from file, as well as autosave. ___ 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 4
I don't know about you and/or your users, but I practically never use the RT web interface to answer tickets - I use email nearly 100% of the time, precisely because I have much better tools available for writing email (including, but not limited to, support for temporary saves and therefore crash resistance). Attempting to address this issue in RT is, in my opinion, simply not the right place to do it. our support team is not in the IT staff. We use to sell CAD softwares, using finite elements methods, aimed to compute electrical machines (engines etc). The people in our support staff are skilled physicists. But from an IT point of vue, they are ordinary non-IT people. They are those kind of people that enjoy Microsoft because Microsoft makes IT so easy, so seamless. So nowadays when they are in front of some kind of software (Web software ? desktop software ? there is no difference to them - they are not interested in our technological debates), they use it expecting that it is easy and seamless and comfortable : shortly said, Microsoftish software (and don't begin a debate with me on this : I do hate MS - but our people enjoy it : I cannot do anything against this - and you can't either). And so, yes, they DO type their answers into RT - and if some of them don't when they are afraid of losing a long email, they are angry against RT : RT supplies an input field, so well, it must supply the usual comfort functions supplied by MS-Outlook. This seems obvious to them. Microsoft has accustomed so many people to consider that IT IS this colorful window with buttons and the mouse, now KDE and Gnome go this way too (Gnome is hiding every possible technical aspect it can - it's a pain to me and geeks and a joy for non-IT people). I can hear your arguments about the technical limitation of a browser and such. But usual people can't and don't want to. Usual people want to use softwares (whatever software) without any kind of hassle - our support staff are these kind of people, and the workaround that you use and suggest is an unpleasant fix to them, they dislike and reject it even if they use it, and the comfort functions should be added, because this is the way IT goes nowadays (I was reporting here my people's opinion). Don't forget also that our people mainly use MSIE : thus I cannot consider your argument about extensions, which are only for Firefox (there are very few extensions for MSIE). Don't forget, too, that an extension can stop being maintained : this is happening now, some interesting extensions don't seem to be maintained in FF 2.0. Being an IT administrator, I cannot have official and important softwares used by many people rely on extensions - this is definitely not acceptable. --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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 4
Robert Grasso wrote: Microsoft has accustomed so many people to consider that IT IS this colorful window with buttons and the mouse, now KDE and Gnome go this way too (Gnome is hiding every possible technical aspect it can - it's a pain to me and geeks and a joy for non-IT people). I can hear your arguments about the technical limitation of a browser and such. But usual people can't and don't want to. Usual people want to use softwares (whatever software) without any kind of hassle - our support staff are these kind of people, and the workaround that you use and suggest is an unpleasant fix to them, they dislike and reject it even if they use it, and the comfort functions should be added, because this is the way IT goes nowadays (I was reporting here my people's opinion). Ignoring the obvious fact that you responded to an honest question about desired features with an honest request for a feature, I fear you are faced with an insurmountable problem: RT isn't client-based, and therefore has no interesting offline mode. Outlook works the way it does because everything is written to local disk, and is running on the local machine. You may want to look into the Java client that was advertised earlier (in spite of its deficiencies). The email interface may actually be a valuable alternative. Since you refer to Outlook, may I assume you are using Exchange Server? If that's the case, there may be some interesting things you can do with forms and so forth (really, I don't know, as I don't use either). Zimbra has a nice model which seems like someone with a gift for Exchange should be able to copy somewhat, though it's another web based product, and therefore subject to the deficiencies of any web-based products. ___ 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::Attribute::Name Unimplemented (RT 3.4.4)
Hello,
My post concerns an old problem:
The below error from un-customised rt with populated database:
error: RT::Attribute::Name Unimplemented in RT::Attributes.
(/opt/rt3/lib/RT/Attributes_Overlay.pm line 81)
Fix for the problem is a patch of Record.pm
-# {{{ sub _Init
-
-sub _Init {
-my $self = shift;
-$self-_BuildTableAttributes unless ($_TABLE_ATTR-{ref($self)})
and (scalar %{$_TABLE_ATTR-{ref($self)}});
-$self-CurrentUser(@_);
-}
-
-# }}}
+# {{{ sub _Init
+
+sub _Init {
+my $self = shift;
+$self-_BuildTableAttributes unless ($_TABLE_ATTR-{ref($self)})
and (scalar %{$_TABLE_ATTR-{ref($self)}});
+$self-CurrentUser(@_);
+}
+
+# }}}
Here I've added check whether $_TABLE_ATTR-{ref($self) is not an empty
hash. In some situations it can be defined as a hash but might be an
empty hash and thus _BuildTableAttributes wouldn't be called.
--
Sincerely,
Vitalii Ostrovskyi
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RE: [rt-users] RT 4 (and online text-processing)
Ignoring the obvious fact that you responded to an honest question about desired features with an honest request for a feature, I fear you are faced with an insurmountable problem: RT isn't client-based, and therefore has no interesting offline mode. Outlook works the way it does because everything is written to local disk, and is running on the local machine. You may want to look into the Java client that was advertised earlier (in spite of its deficiencies). The email interface may actually be a valuable alternative. Since you refer to Outlook, may I assume you are using Exchange Server? If that's the case, there may be some interesting things you can do with forms and so forth (really, I don't know, as I don't use either). Zimbra has a nice model which seems like someone with a gift for Exchange should be able to copy somewhat, though it's another web based product, and therefore subject to the deficiencies of any web-based products. we are using sendmail. But I am wondering whether the problem is insurmountable : the draft could be saved INTO the database, with appropriate addressing taking care of the current user and/or the current ticket number, and NOT on the local disk : what about the Wikipedia Show Preview ? the currently edited page is saved ONTO their server, and my temporary page is not confused with somebody's else temporary page. Thus there is an appropriate addressing. More : what about Google text processing (formerly Writely) ? here we have all required features, bells and whistles, and everything is online, not offline ! when I click on File-Save, my document is saved onto their servers, not on my local disk. Hey Jesse : I DON'T expect that you embed a complete online text-processor into RT !! I am requesting for a simple online Save draft ... --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallée - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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 4 (and online text-processing)
More : what about Google text processing (formerly Writely) ? here we have all required features, bells and whistles, and everything is online, not offline ! when I click on File-Save, my document is saved onto their servers, not on my local disk. Hey Jesse : I DON'T expect that you embed a complete online text-processor into RT !! I am requesting for a simple online Save draft ... Ultimately, this questions boils down to the amount of ajax in the RT web interface. There are a number of opensource ajax word editors, one being FCKeditor: http://www.fckeditor.net/ I believe that more ajax was one of the more common RT4 wishes. It probably wouldn't be too difficult to make this an RT extension. Isaa Vetter smime.p7s Description: S/MIME Cryptographic Signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Self-registration on self-service interface.
Hi everyone, I know that any user can send email and get his 'unprivilaged' account created and password sent by the auto-reply template. What I want is to allow new users create 'unprivilaged' account through the self-service web interface. Has any body done this or any pointer to wiki. Thanks in advance and regards Armaghan ___ 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] Auto incrementing custom field
I am looking at setting up the Workflow example from the wiki (http://wiki.bestpractical.com/index.cgi?WorkFlow). As part of this we would like to see a station number created. This station number will look like ws0 (for a work station), pr0 (for printers), etc... I have a few questions (in order of difficulty I think) about this. 1) Can RT provide me with a unique, sequential number each time a new machine ticket is opened? 2) Can this counter be kept separate between each machine type (assuming I have a custom field or some other way for RT to know what type of machine we are adding)? a. for instance the first 5 printers would be pr0 - pr4 and the first 5 work stations would be ws0 - ws4 3) Is there a way to override this number and have the count start from that new point? a. E.g. after installing the above work stations, we find 3 old machines and rename them to match the new convention. The next time I open a ticket in RT for a new workstation it should suggest ws5 which I will override to ws8. Following work station tickets will suggest ws9, 10, etc... If anyone has any suggestions or problems with the above please let me know. If I can pull this off it would be a big coup. We are actively looking at switching to RT and this would go along ways to convincing the powers that be. The next problem (one I will be happy if I get) will be trying to install a recent version on Linux. Maybe it is just me but, RT is not the simplest thing to install. Actually RT is easy to install it is all the Perl dependencies, etc... that are giving me fits. Thanks for your help; James James Alspach Systems Applications Technician Shasta County Office of Education 1644 Magnolia avenue Redding, California 96003 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] (530) 225-0293 IT Hotline: 225-0279 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Some more information on RT and FASTcgi problem (was Gastcgi incomplete headers)
I am still looking into the error message in the rt error log:
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (120
sec)
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
/opt/rt3/bin/mason_handler.fcgi
[Mon Jun 04 09:46:48 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (120
sec)
I found somethng about increasing the timeout for fastcgi and that
didn't help. I then restarted the machine and I was able to connect to
my RT system and get the RT at a Glance page up. I then sent an email to
the system and the error below showed up. I have a script that assigns
owners based on the queue when the ticket arrives through rt-mailgate.
Here is the error.
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: Number found where
operator expected at (eval 601) line 1, near Return 1
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: \t(Do you need to
predeclare Return?)
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: [Tue Jun 5 16:14:53
2007] [error]: Scrip 29 Prepare failed: syntax error at (eval 601) line
1, near Return 1
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr:
(/opt/rt3/lib/RT/Action/UserDefined.pm:65)
I looked at this scrip and it looks fine. The scrip is:
Custom condition: Blank
Custom action preparation code: Return 1;
Custom action cleanup code: my $MyUser = thi;
my $QueueName = Bonner-Prendie::Thin-Client;
return 1 unless $self-TicketObj-QueueObj-Name eq $QueueName;
my $Actor = $self-TransactionObj-Creator;
return 1 if $Actor == $RT::SystemUser-id;
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
$RT::Logger-info(Auto assigning ticket #. $self-TicketObj-id . to
user $MyUser );
my ($status, $msg) = $self-TicketObj-SetOwner( $MyUser );
unless( $status ) {
$RT::Logger-warning( Impossible to assign the ticket to $MyUser:
$msg );
return undef;
}
1;
I copied this scrip from the wiki since I am a bit Perl challenged. I
did find one of my scrips had a colon : instead of a semmicolon ; in
the Custom action preparation Code block and I changed that but it
didn't help.
I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.
TIA
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
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Re: [rt-users] Auto incrementing custom field
On Tue, 5 Jun 2007 09:18:53 -0700 James Alspach [EMAIL PROTECTED] wrote: The next problem (one I will be happy if I get) will be trying to install a recent version on Linux. Maybe it is just me but, RT is not the simplest thing to install. Actually RT is easy to install it is all the Perl dependencies, etc... that are giving me fits. I will let someone more experienced with RT answer your first part... as for this part... I must say that installing from the Debian repository, and just following the docs provided with the RT .deb file (/usr/share/doc/request-tracker3.4/ in my case) was really painless. the whole dependancy thing was a none issue. (either it came in as part of the apt-get or the docs told me to do the cpan install) REALLY the install of RT was a non-issue. If anything choosing the right hardware was the hardest part :-) (I should correct that, Once I impressed the powers-that-be to use RT, the hardware choosing was hard. During the proving stage I just used an older 1.x Ghz desktop system that was sitting around) -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Auto incrementing custom field
I think part of my problem may be that I was trying to install a 3.6 version (for purely aesthetic reasons...it looks much cleaner which is what I want especially while in the impress and convert the non-believers mode.) I was unable to just apt-get this on Sarge (contrary to what the install doc said) although this could be just due to how Xen sets up sarge. Anyway, I will keep looking into this. I did have a 3.4 install that worked that I installed 3.6 over top of and it mostly works (it complains about RT::Ticket::Reminders being unimplemented but that may be just due to the version). If I get the green light to move forward I will start looking into either a new install or fixing this one...not sure yet. Anyway, first things first and that is getting the approval to move to RT. Thanks; James James Alspach Systems Applications Technician Shasta County Office of Education -Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Kevin Squire Sent: Tuesday, June 05, 2007 9:47 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Auto incrementing custom field On Tue, 5 Jun 2007 09:18:53 -0700 James Alspach [EMAIL PROTECTED] wrote: The next problem (one I will be happy if I get) will be trying to install a recent version on Linux. Maybe it is just me but, RT is not the simplest thing to install. Actually RT is easy to install it is all the Perl dependencies, etc... that are giving me fits. I will let someone more experienced with RT answer your first part... as for this part... I must say that installing from the Debian repository, and just following the docs provided with the RT .deb file (/usr/share/doc/request-tracker3.4/ in my case) was really painless. the whole dependancy thing was a none issue. (either it came in as part of the apt-get or the docs told me to do the cpan install) REALLY the install of RT was a non-issue. If anything choosing the right hardware was the hardest part :-) (I should correct that, Once I impressed the powers-that-be to use RT, the hardware choosing was hard. During the proving stage I just used an older 1.x Ghz desktop system that was sitting around) -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] text editing in internet browsers (WAS: RT 4) (RT against normal people ?)
To all on this worn-out subject, I've been in this business for almost 40 years and I've heard complaints from geeks to freaks to dummies in huge, large, small, micro-small, and medium environments (there is no such thing as normal, in ANY context) about their software not doing enough for them. No one ever seems to be completely happy with what they have. Wow! Big surprise! They have to put up with a little difficulty or work-around or inconvenience. Too bad, so sad. Life is tough and we all have to put up with inconveniences and things not working the way we want them to. All right already. This discussion has taken on the proportions of a religious philosophy and is getting boring. RT communication on tickets works well enough to get the job done either in self-service or web-based. We use both. If someone doesn't want to use web-based RT for their E_mail replies or correspondence, then they can use MSIE or FIREFOX or WHATEVER they want and just reference the ticket number. They can save any draft they want to and send it later. RT will accept the E_mail when it gets it and put it in the ticket history, job done. RT developers are not going to (I hope not, anyway) spend huge amounts of time creating a new type of browser/mail-interface when what they have does the job well enough now. Let's move on to FEATURES like project planning/management, etc. Sorry if my attitude has offended anyone but I read RT-User E_mails daily and when half of them are pounding a philosophical discussion into the ground (instead of sharing current technical problem-solving involving code, permissions, etc.), I grow weary. The question initially was for suggestions on technical features, not for a philosophical debate ad infinitum. Maybe I've lost some patience in my old age. ;-) Kenn LBNL Robert Grasso wrote: Comparing a internet browser to a word processor makes no sense. Perhaps your users should be composing their replies in a text editor if they are losing their form posting content so often. sorry as I did not recognize the subject at first - please refer to my previous answer today (using subject : RT 4) our support staffers don't lose their posts. They are afraid they can lose them, and this is enough for normal people to ask for some form of protection. Now, if you say : Comparing a internet browser to a word processor makes no sense : should we say that we should not have normal people (non-IT people) using RT ? Now, up to what point are you right ? See Wikipedia technology for writing articles : it's beginning to be feature-rich ? so enhanced editing seems to be possible even with a browser ? I guess that their Show preview is not so far from the feature I am asking for RT. Maybe we should have an official position from the RT developers : is RT definitely for geeks ? normal people keep out ? what is the comunity opinion ? --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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] text editing in internet browsers (WAS: RT 4) (RT against normal people ?)
Kenneth Crocker wrote: To all on this worn-out subject, I've been in this business for almost 40 years and I've heard complaints from geeks to freaks to dummies in huge, large, small, micro-small, and medium environments (there is no such thing as normal, in ANY context) about their software not doing enough for them. No one ever seems to be completely happy with what they have. Wow! Big surprise! They have to put up with a little difficulty or work-around or inconvenience. Too bad, so sad. Life is tough and we all have to put up with inconveniences and things not working the way we want them to. All right already. This discussion has taken on the proportions of a religious philosophy and is getting boring. RT communication on tickets works well enough to get the job done either in self-service or web-based. We use both. If someone doesn't want to use web-based RT for their E_mail replies or correspondence, then they can use MSIE or FIREFOX or WHATEVER they want and just reference the ticket number. They can save any draft they want to and send it later. RT will accept the E_mail when it gets it and put it in the ticket history, job done. RT developers are not going to (I hope not, anyway) spend huge amounts of time creating a new type of browser/mail-interface when what they have does the job well enough now. With the exception of a dynamic interface based on AJAX or similar :p Let's move on to FEATURES like project planning/management, etc. Sorry if my attitude has offended anyone but I read RT-User E_mails daily and when half of them are pounding a philosophical discussion into the ground (instead of sharing current technical problem-solving involving code, permissions, etc.), I grow weary. The question initially was for suggestions on technical features, not for a philosophical debate ad infinitum. Maybe I've lost some patience in my old age. ;-) Kenn LBNL Robert Grasso wrote: Comparing a internet browser to a word processor makes no sense. Perhaps your users should be composing their replies in a text editor if they are losing their form posting content so often. sorry as I did not recognize the subject at first - please refer to my previous answer today (using subject : RT 4) our support staffers don't lose their posts. They are afraid they can lose them, and this is enough for normal people to ask for some form of protection. Now, if you say : Comparing a internet browser to a word processor makes no sense : should we say that we should not have normal people (non-IT people) using RT ? Now, up to what point are you right ? See Wikipedia technology for writing articles : it's beginning to be feature-rich ? so enhanced editing seems to be possible even with a browser ? I guess that their Show preview is not so far from the feature I am asking for RT. Maybe we should have an official position from the RT developers : is RT definitely for geeks ? normal people keep out ? what is the comunity opinion ? --- Robert GRASSO System Engineer CEDRAT 15, Chemin de Malacher - Inovallee - 38246 MEYLAN Cedex - FRANCE Tel: +33 (0)4 76 90 50 45 Fax: +33 (0)4 76 90 16 09 mailto:[EMAIL PROTECTED] --- Support service : mailto:[EMAIL PROTECTED] Commercial service : mailto:[EMAIL PROTECTED] Web site : http://www.cedrat.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 ___ 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] Cron Job
Hi everyoneI am a bit of a newbie when it comes to Linux (REHL) and I am trying to add this RT command as a cron job via crontab. I am logged in as root and when I run this manually: /opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status=resolved it works great. When I add it to crontab it doesn't run and here is result of... crontab -l 01 00 * * * /opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status=resolved /var/log/cron Jun 5 10:01:01 dcrt crond[8839]: (root) CMD (/opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status = 'resolved'^M) Everything appears correctthough I am not sure what the ^M indicates at the end of the cron command in the log file. any thoughts? -Stark ___ 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] Some more information on RT and FASTcgi problem (was Gastcgi incomplete headers)
I resolved this problem. Operator error. I had the value Return 1;
instead of return 1; That made a big difference. Now I hope that
resolved my other FastCGI problem.
I am still looking into the error message in the rt error log:
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (120
sec)
[Mon Jun 04 09:43:10 2007] [error] [client 172.31.6.95] FastCGI:
incomplete headers (0 bytes) received from server
/opt/rt3/bin/mason_handler.fcgi
[Mon Jun 04 09:46:48 2007] [error] [client 172.31.6.95] FastCGI: comm
with server /opt/rt3/bin/mason_handler.fcgi aborted: idle timeout (120
sec)
I found somethng about increasing the timeout for fastcgi and that
didn't help. I then restarted the machine and I was able to connect to
my RT system and get the RT at a Glance page up. I then sent an email to
the system and the error below showed up. I have a script that assigns
owners based on the queue when the ticket arrives through rt-mailgate.
Here is the error.
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: Number found where
operator expected at (eval 601) line 1, near Return 1
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: \t(Do you need to
predeclare Return?)
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr: [Tue Jun 5 16:14:53
2007] [error]: Scrip 29 Prepare failed: syntax error at (eval 601) line
1, near Return 1
[Tue Jun 05 12:14:57 2007] [error] [client 172.31.6.209] FastCGI:
server /opt/rt3/bin/mason_handler.fcgi stderr:
(/opt/rt3/lib/RT/Action/UserDefined.pm:65)
I looked at this scrip and it looks fine. The scrip is:
Custom condition: Blank
Custom action preparation code: Return 1;
Custom action cleanup code: my $MyUser = thi;
my $QueueName = Bonner-Prendie::Thin-Client;
return 1 unless $self-TicketObj-QueueObj-Name eq $QueueName;
my $Actor = $self-TransactionObj-Creator;
return 1 if $Actor == $RT::SystemUser-id;
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
$RT::Logger-info(Auto assigning ticket #. $self-TicketObj-id . to
user $MyUser );
my ($status, $msg) = $self-TicketObj-SetOwner( $MyUser );
unless( $status ) {
$RT::Logger-warning( Impossible to assign the ticket to $MyUser:
$msg );
return undef;
}
1;
I copied this scrip from the wiki since I am a bit Perl challenged. I
did find one of my scrips had a colon : instead of a semmicolon ; in
the Custom action preparation Code block and I changed that but it
didn't help.
I am running Fedora Core 4 and mysql 4.11 with RT 3.4.5.
TIA
John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!
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Re: [rt-users] Cron Job
On Tue, 2007-06-05 at 11:01 -0700, Jeff Stark wrote: Hi everyoneI am a bit of a newbie when it comes to Linux (REHL) and I am trying to add this RT command as a cron job via crontab. I am logged in as root and when I run this manually: /opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status=resolved it works great. When I add it to crontab it doesn't run and here is result of... crontab -l 01 00 * * * /opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status=resolved /var/log/cron Jun 5 10:01:01 dcrt crond[8839]: (root) CMD (/opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status = 'resolved'^M) Everything appears correctthough I am not sure what the ^M indicates at the end of the cron command in the log file. Hi Jeff, The ^M just means that you copied the command line from a MS Windows application into your terminal application - it's a Windows return character. Do a 'crontab -e' go to the end of the line and delete the any trailing spaces - that should remove it from your logs and maybe fix your problem. IF it doesn't, put the command into a shell script and run that via cron - maybe cron doesn't have a nice default shell or something. Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- ___ 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] Autohandler invoked twice per request
Hello, I'm doing some debugging and I noticed that autohandler (in the root directory) seems to be called twice for each request. Is that normal, and why is it invoked twice? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ 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] Autohandler invoked twice per request
check $m-base_comp-path On 6/5/07, Stephen Turner [EMAIL PROTECTED] wrote: Hello, I'm doing some debugging and I noticed that autohandler (in the root directory) seems to be called twice for each request. Is that normal, and why is it invoked twice? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ 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] You're almost there and multiple installs.
So, I followed the Multiple Installs [1] instructions on the Wiki using mod_perl2 and it didn't work. So I went trying configurations and still not working. Right now I have: /opt/rt3 (first rt, it's working in SSL and works ok) /opt/rt3_one (this one don't work) /opt/rt3_two (neither do this) I configured 3 VirtualHosts sections in my sites-enabled from apache2 and each one includes the line Include /opt/rt3/etc/apache2-modperl2.conf but each one with the correct path. I edited the .confs too and pointed the paths to the right locations. I too edited the RT_SiteConfig files to point to the correct web address and roots. Even doing that, all I got is the You're almost there page, even the modperl configuration sets the handler to /rt. Is there anything else on creating multiple instances? The SSL instance always work, the other ones that I'm creating in the default :80 hosts always give me the You're almost there, even with the configuration being the same as the SSL one. Please, help? :) []s Jose P. E. Junior [1] http://wiki.bestpractical.com/index.cgi?MultipleInstances ___ 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] Autohandler invoked twice per request
At Tuesday 6/5/2007 03:56 PM, Ruslan Zakirov wrote: check $m-base_comp-path Aha - you may have uncovered my bug! I had a print.css file without inherit = undef in a flags section, so that was causing the second call to autohandler. Thanks so much, Steve On 6/5/07, Stephen Turner [EMAIL PROTECTED] wrote: Hello, I'm doing some debugging and I noticed that autohandler (in the root directory) seems to be called twice for each request. Is that normal, and why is it invoked twice? Thanks, Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Almost there with Approvals
Today I present the TimeOff approval stuff to the HR department.
Things when well (thank you again RT developers and to the user list).
The did have one request that I can not seem to figure out (I really
need to get a perl book or two :-) )
Currently, my OnApproval sprip looks like this (I think it is the same
as the default, but I have made so many changes I am not sure now):
# OnApproval scrip #
return(0) unless ($self-TicketObj-Type eq 'approval');
my $note;
my $t = $self-TicketObj-Transactions;
while (my $o = $t-Next) {
$note .= $o-Content . \n if $o-ContentObj
and $o-Content !~ /Default Approval/;
}
foreach my $obj ($self-TicketObj-AllDependedOnBy( Type = 'ticket' ))
{
$obj-Comment(
Content = $self-loc( Your request has been approved by [_1].
Other approvals may still be pending., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Approver's notes: , # loc
$note
),
);
# so we can access it inside templates
$T::Approval = $self-TicketObj;
# we want the original id in the token line
$self-{TicketObj} = $obj;
}
# Now magically turn myself into a Requestor Notify object...
require RT::Action::Notify; bless($self, 'RT::Action::Notify');
$self-{Argument} = 'Requestor'; $self-Prepare;
return 1;
#---#
The resulting comment in the original ticket shows up like:
#---#
Tue Jun 05 11:58:16 2007 RT_System - Comments added [Reply]
[Comment]
Your request has been approved by scizmarik. Other approvals may still
be pending.
Approver's notes:
Tue Jun 05 11:53:09 2007: Request 2131 was acted upon.
Transaction: Ticket created by RT_System
Queue: TimeOff-Approval
Subject: Approval of Mike is a Dork
Owner: Nobody
Requestors:
Status: new
Ticket URL:
http://gentgeen.homelinux.org:5556/rt/Ticket/Display.html?id=2131
Woo Hoo...it's approved by HR
URL: http://gentgeen.homelinux.org:5556/rt/Ticket/Display.html?id=2131
Woo Hoo...it's approved by HR
#---#
The would like to remove everything from Approver's notes: down to (at
least) the first Woo Hoo... it's approved by HR. The Link can go, or
stay either way. (i.e. really only the last line is needed.)
problem is, I can not figure out what part of the scrip is causing that
to be put in. Any help would be appreciated (again)
Thanks,
Kevin
--
http://gentgeen.homelinux.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
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RE: [rt-users] RT 4
And so, yes, they DO type their answers into RT - and if some of them don't when they are afraid of losing a long email, they are angry against RT : RT supplies an input field, so well, it must supply the usual comfort functions supplied by MS-Outlook. This seems obvious to them. I don't think this request is beyond the realm of possibility. I investigated something slightly similar at another company I was working for, but instead for adding a WYSIWYG interface to our internal Wiki. I came across this editor which would replace the textbox on the webpage http://www.fckeditor.net/ and it had a plug-in which would allow saving to disk (and to database) http://www.saulmade.nl/FCKeditor/FCKPlugins.php If RT had a configuration option to turn on fckeditor instead of the textbox and you added the save to disk option it sounds like you'd be most of the way to where you wanted to be. I'd like to see RT with HTML replies and this FCKEditor and alike look like a good way to do that. Anyone had more experience with these types of add-ons ? - Scott ___ 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 Wiki - now running wifty
I've just finally converted it over from Kwiki to Wifty. I'm sure there will be hiccups, but please report them to me personally, rather than cluttering the lists. Best, Jesse PGP.sig Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4 (and online text-processing)
More : what about Google text processing (formerly Writely) ? here we have all required features, bells and whistles, and everything is online, not offline ! when I click on File-Save, my document is saved onto their servers, not on my local disk. Hey Jesse : I DON'T expect that you embed a complete online text-processor into RT !! I am requesting for a simple online Save draft ... There's something interesting to be found on CPAN. Although it doesn't address the use case you're requesting directly, think of it as a technology demo. http://search.cpan.org/~jesse/RT-TicketWhiteboard-1.7/ The TicketWhiteboard extension provides a wiki-style text area which you can edit in place, using AJAX (or something). Check it out, if you can, and tell us if that kind of functionality, adapted to your scenario (per-ticket, per-user and perhaps optionally replacing textarea on the correspond page Ticket/Update.html), could address your problem. Jesse, TicketWhiteboard is a brilliant idea, however the current implementation is a bit rough. This extension is quite definately something I'm going to have a serious look at once more pressing issues (unrelated to RT) are tackled. -- Mikko Lipasti ___ 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
