[rt-users] No Bounce message with a permission denied error
Hi, We recently began experiencing a strange issue, if an external user replies to a ticket and he is not the requester, a watcher or associated with the ticket in anyway he should get a permission denied bounce message because we only allow replyToTicket from the Requester. However recently the user is not getting this bounce message the content is not added to the the ticket and the users does not know it has bounced so it is like the email simply disappears. I have included the rt debug output from when this mail arrives [Thu Aug 23 10:02:14 2007] [debug]: Converting 'WINDOWS-1252' to 'utf-8' for text/plain - RE: [foreshore.net #85556] [Comment] Test - do not delete (/usr/local/rt3/lib/RT/I18N.pm:221) [Thu Aug 23 10:02:14 2007] [debug]: Found a ticket ID. It's 85556 (/usr/local/rt3/lib/RT/Interface/Email.pm:477) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::CanonicalizeEmailAddress : called with [EMAIL PROTECTED] by RT::CurrentUser /usr/local/rt3/lib/RT/CurrentUser.pm 218 (/usr/local/rt3/local/lib/RT/User_Local.pm:326) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter [EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net [EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mail=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailRoutingAddress=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailAlternateAddress=smtp:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailAlternateAddress=smtp:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mail=SMTP:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mail=SMTP:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailRoutingAddress=SMTP:[EMAIL PROTECTED] by RT::User /usr/local/rt3/local/lib/RT/User_Local.pm 332 (/usr/local/rt3/local/lib/RT/User_Local.pm:508) [Thu Aug 23 10:02:14 2007] [info]: RT::User::LookupExternalUserInfo : dc=is,dc=foreshore,dc=net mailRoutingAddress=SMTP:[EMAIL PROTECTED] = EmailAddress: , Name: , RealName: (/usr/local/rt3/local/lib/RT/User_Local.pm:563) [Thu Aug 23 10:02:14 2007] [debug]: RT::User::LookupExternalUserInfo called with baseDN dc=is,dc=foreshore,dc=net and filter mailAlternateAddress=SMTP:[EMAIL PROTECTED] by RT::User
[rt-users] Question on assigning rights
We're currently in the process of revamping our work flow here at work. This includes streamlining our RT queue and rights. The proposal I've made is to create queues for each department and a corresponding group. Each group will have the following rights on the queue for which the group exists: CommentOnTicket CreateTicket ModifyTicket OwnTicket ReplyToTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch Every other group will only have the SeeQueue and CreateTicket rights in order to be able to move tickets around but not take or steal tickets that aren't in their queue. One person in each group will be assigned the WatchAsAdminCc and DelegateRights permissions. Our tentative plan is to automatically set the owner to Nobody and the status to new when a ticket is moved into a different queue. Along with this, an email will be sent out informing the person with the WatchAsAdminCc right. My question is whether or not the above list is sufficient. The way I see it, everything else is more of an Admin level right that regular users shouldn't need. As we work out the details I'm sure more will present themselves as useful but not destructive to users. We'll make the determination about them as the need arises. Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.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] Input from any other University or similar
Joby, This probably doesn't answer your question, and is mainly just for people searching for university/higher-ed deployments. We're using RT for all IT ticketing/tracking on campus. Internally, our people love it. Externally, there has been some confusion with e-mails coming from people (eg. me) but not from my e-mail address: But that's a bootstrapping/eduction-re-education-re-re-education issue. In general, the external response has been very positive as well. We're looking hard at how to bring in other non-IT areas that have ticketing and tracking needs. Getting RT to use Oracle RAC as its database is a next step for us, before we can offer the kind of performance and reliability we insist on before bringing others in. I have been playing with having multiple RT application servers in front of a database - The app servers are running differently branded copies of the same RT - So IT looks different from Building Grounds looks different from Security looks different from ... but they share the tracking database, so ticket numbers never overlap, and there is a common repo for reports to run off, and you can link/refer tickets across ticketing systems (BG needs to electrically wire a room, but needs IT to provide phone/data cabling who in turn need Purchasing to approve a PO ... All using different RT instances visually customized for their workflow). -- Matthew Keller Information Security Officer Network Administrator Computing Technology Services State University of New York @ Potsdam Potsdam, NY, USA http://mattwork.potsdam.edu/ ___ 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 send mail problem with smtpsend.pm
With RT 3.6.4 on Gentoo server: RT system does not sends mail messages. When I create new ticket or post comment - rt.log shows following messages: Aug 23 14:28:23 metis RT: Scrip Commit 2 died. - Can't locate Mail/Mailer/smtpsend.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /home/httpd/perl /etc/perl /usr/lib/perl5/vendor_perl/5.8.8/i686-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/site_perl/5.8.8/i686-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/5.8.8/i686-linux-thread-multi /usr/lib/perl5/5.8.8 /usr/local/lib/site_perl . /usr/lib/apache2) at (eval 957) line 3. Stack: [(eval 957):3] [blib/lib/Mail/Internet.pm (autosplit into blib/lib/auto/Mail/Internet/send.al):651] [/opt/rt3/lib/RT/Action/SendEmail.pm:349] [/opt/rt3/lib/RT/Action/SendEmail.pm:267] [/opt/rt3/lib/RT/Action/SendEmail.pm:105] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:242] [/opt/rt3/lib/RT/Scrip_Overlay.pm:507] [/opt/rt3/lib/RT/Scrips_Overlay.pm:195] [/opt/rt3/lib/RT/Transaction_Overlay.pm:181] [/opt/rt3/lib/RT/Record.pm:1446] [/opt/rt3/lib/RT/Ticket_Overlay.pm:3098] [/opt/rt3/lib/RT/Interface/Web.pm:1159] [/opt/rt3/share/html/Ticket/Display.html:153] [/opt/rt3/share/html/Ticket/Update.html:218] [/opt/rt3/share/html/autohandler:291] (/opt/rt3/lib/RT/Scrip_Overlay.pm:515) As i see Mail::Mailer module does not contains smtpsend.pm. make testdeps says that Everything was found I need advice.Please. ___ 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] Upgrading from 3.4.0 to 3.6.4 Script
Does anyone have a script to upgrade RT to the latest version, 3.6.4? Current RT: 3.4.0 OS: Windows XP-SP2 Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439 ___ 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] Help with html/rt page
Hi RT Users,
i think i'm a little lost in RT Coding Space.
I have create a html page inside rt/local/html directory. This is working fine
so far. Now I try to embed some perl code and for this I grabbed something like
this from another page to have an idea how the RT guys doing this:
%#
%# END BPS TAGGED BLOCK }}}
/Admin/Elements/Header, Title = loc('RT Administration')
/Admin/Elements/Tabs, Title = loc('RT Administration')
ul
%foreach my $key (sort keys %$tabs) {
lispana href=%$RT::WebPath%/%$tabs-{$key}-{'path'}|n
%%$tabs-{$key} -{'title'}%/a/spanbr /
%$tabs-{$key}-{description}%
/li
%}
/ul
%init
Now I have tried to implement this in my page:
/Elements/Header,
Title = loc(Request for Change),
Refresh = $session{'home_refresh_interval'}
/RFC/Elements/Tabs,
current_tab = 'index.html',
Title = loc(Request For Change)
.
.
.
Some html code
.
.
td style=vertical-align: middle;
span style=font-weight: bold;
%if ($HasMemberBA) {
a href=ba/index.htmlBusiness Application Change/a
%} else {
a href=mailto:[EMAIL
PROTECTED]@company.comamp;subject=Access%20to%20RfC%20Type%20Business%20Application%20neededBusiness
Application/a
%}
/span
/td
.
.
.
Some more html code
.
.
%INIT
my $GroupObjAO = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjBA = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjGE = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjOQ = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjRJ = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjUA = RT::Group-new( $session{ 'CurrentUser' } );
my $PrincipalObj = RT::Principal-new( $session{ 'CurrentUser' } );
$PrincipalObj-Load( $session{ 'CurrentUser' }-id );
$GroupObjAO-LoadUserDefinedGroup( 'RFC-AUTH-AO' );
my $HasMemberAO = $GroupObjAO-HasMemberRecursively( $PrincipalObj );
$GroupObjBA-LoadUserDefinedGroup( 'RFC-AUTH-BA' );
my $HasMemberBA = $GroupObjBA-HasMemberRecursively( $PrincipalObj );
$GroupObjGE-LoadUserDefinedGroup( 'RFC-AUTH-GE' );
my $HasMemberGE = $GroupObjGE-HasMemberRecursively( $PrincipalObj );
$GroupObjOQ-LoadUserDefinedGroup( 'RFC-AUTH-OQ' );
my $HasMemberOQ = $GroupObjOQ-HasMemberRecursively( $PrincipalObj );
$GroupObjRJ-LoadUserDefinedGroup( 'RFC-AUTH-RJ' );
my $HasMemberRJ = $GroupObjRJ-HasMemberRecursively( $PrincipalObj );
$GroupObjUA-LoadUserDefinedGroup( 'RFC-AUTH-UA' );
my $HasMemberUA = $GroupObjUA-HasMemberRecursively( $PrincipalObj );
/%INIT
The result of this page looks like this:
Business Application Change - install, change or delete business applications
%if ($HasMemberBA) { Business Application Change
http://rt36-messenger.int.kn/RFC/ba/index.html %} else { Business
Application mailto:[EMAIL
PROTECTED]@kuehne-nagel.comsubject=Access%20to%20RfC%20Type%20Business%20Application%20needed
%}
So, it looks like the perl part was not parsed from RT. Its displaying pure
html all perl code parts are text in this case.
Any ideas or hints?
Thanks
Torsten
--
Thanks in advance
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID
:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
: www.kn-portal.com http://www.kn-portal.com
: icq: 78258840
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.),
Uwe Bielang (Stellv.), Dr. Björn
Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt
(Stellv.), Tim Scharwath, Jens
Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persönlich haftende
Gesellschaft: Kühne Nagel A.G., Sitz: Contern/LuxemburgGeschäftsführender
Verwaltungsrat: Klaus-Michael
Kühne
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Re: [rt-users] Seeking notification method advice
Hi Tim,
You know, I'm not sure whether RT will automatically assign a From: and
Subject: if they're not supplied. I've been surprised in the past by its
cleverness, so it wouldn't surprise me at all if it uses the default queue
address and the ticket subject if you don't supply them. Try leaving off
the From: and Subject: lines and see what happens.
Otherwise, you'd want something like this:
my $from_address = '[EMAIL PROTECTED]';
my $subject = $Ticket-Transactions-First-Subject;
And yes, you need to make a new template for this. Make sure you don't
have any blank lines at the top of the template.
So, putting it all together (more or less), your template would consist of
everything between the = lines below
=
{ ### Template for notifying campus techs
my $bldg = $Ticket-FirstCustomFieldValue('Building');
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup(SupportTeam-$group);
my $addresslist = $group-MemberEmailAddressesAsString;
$OUT = To: addresslist
Boilerplate text goes here.
Have a nice day,
The RT ticketing system
;
}
=
Robert Long added to this thread with a suggestion that might make your
template even simpler. He's put all of the perl code right after To: and
then the rest of the template is just static text. Using his suggestion,
your template would look like the stuff between the = lines below
=
To: { my $bldg = $Ticket-FirstCustomFieldValue('Building');
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup(SupportTeam-$bldg);
$group-MemberEmailAddressesAsString;}
Boilerplate text goes here.
Have a nice day,
The RT ticketing system
=
I prefer building the entire message inside my { perl code } like the first
template because I usually put dynamic stuff inside the message body and
it's easier for me to follow what I'm doing if I know that the only thing
that is going to be sent is in $OUT. But that's just the way my mind works.
Gene
At 08:45 PM 8/22/2007, Tim Wilson wrote:
On Wed, Aug 22, 2007 at 4:40 PM, in message
[EMAIL PROTECTED], Gene LeDuc
[EMAIL PROTECTED] wrote:
In your template you get the value of the field with:
my $bldg = $Ticket- FirstCustomFieldValue('Building');
Then you do the e- mail:
$OUT = From: $from_address
To: $addresslist
Subject: $subject
Boilerpalte text goes here.
;
Gene,
Is there something magic about $from_address and $subject or do I need to
create those variables? I'm assuming that I can't use the built-in RT
templates for those since I'm adding all this perl to the template.
My template now looks like this:
my $bldg = $Ticket-FirstCustomFieldValue('Building');
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup(SupportTeam-$group);
my $addresslist = $group-MemberEmailAddressesAsString;
$OUT = From: $from_address
To: $addresslist
Subject: $subject
This is a test message.
;
This isn't working, and I get the following error in the RT log:
Aug 22 22:37:43 support RT: error:couldn't parse head; error near: my
$bldg
= $Ticket-FirstCustomFieldValue('Building'); my $group = RT::Group-new(
$RT::S
ystemUser ); $group-LoadUserDefinedGroup(SupportTeam-$group); my
$addresslist
= $group-MemberEmailAddressesAsString;
(/usr/local/rt3/lib/RT/Template_Overlay
.pm:336)
So obviously the message isn't being generated correctly. I've been
scouring the wiki looking for other template examples that use this sort
of method, but I'm not having much luck making sense of them. Any help
would be greatly appreciated.
-Tim
--
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Upgrading from 3.4.0 to 3.6.4 Script
Tom, there are fairly detailed instructions in the source code for upgrading. If you are trying to put the latest version on the same server, then you can install the newest version in a different directory (this is what I do), copy the RT_SiteConfig.pm from the old location to the new, then create a symbolic link for the new directory. This way, you can test the new installation, then easily fall back by changing the symbolic link to point to the instance of 3.4.0. The other option is to do a 'make upgrade' which will overwrite any files necessary in the current installation to get it up to the latest version. Before performing either method, you'll need to do a 'make testdeps' to see which perl modules will need to be upgraded and newly installed in order to satisfy the requirements of the latest version. However, here are the problems you'll run into. First, any customizations you've done (stuff in the local directory, or if you've modified any other files) will have to be found and compared against the same files in the latest version, otherwise, making such a big move from 3.4.0 to 3.6.4, your customizations are likely to break. Secondly, there have been quite a few changes to the options in the config files (RT_SiteConfig.pm). Some of the options available in 3.4.0 are now outdated, ignored, etc, in the latest versions of RT. Reading the release notes between versions is the best way to keep up with those changes. Lastly, contained in the source files is the documentation on how to upgrade the schema in your SQL (or other) database. You'll have to run several scripts in order to get your RT database to a state that will work with RT 3.6.x. Honestly, though, the easiest and safest way to perform an upgrade which leaps over so many versions is simply to install RT to another server, install all the required perl modules, make a copy of the current RT DB and then upgrade it, then test the new installation against the upgraded copy of the DB. Once everything is working, upgrade the schema of the working DB using the scripts, then point the new version of RT to the old, upgraded DB. James Moseley Lutz, Thomas W. [EMAIL PROTECTED] nco.com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Upgrading from 3.4.0 to 3.6.4 Script 08/23/2007 09:50 AM Does anyone have a script to upgrade RT to the latest version, 3.6.4? Current RT: 3.4.0 OS: Windows XP-SP2 Tom Lutz Business Systems Analyst Georgia Power Company Bin 71020 43 Executive Park East Atlanta, GA 30329 (Phone) 404.929.5059 (Cell) 404.473.0637 (Pager) 888.629.2110 (Radio) 1*60*6439___ 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] Scrip Help needed (grabbing Organization)
Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your On Owner Change scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- 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] Scrip Help needed (grabbing Organization)
Sean, Why go through all that? Why not give each AdminCc of each different queue the right to SeeQueue, ShowTicket, ModifyTicket, CommentOnTicket in the general queue where all the tickets are held originally (maybe create a group named QueueAdmin for that purpose alone) that way they can find tickets they should work on in the general Queue and make a comment and change the queue (and maybe even assign an owner) all at once for any particular ticket so someone in the support-group that works on tickets in the new queue can take it. Either way, the ticket has been moved without the need of scrips or custom fields. BTW, the correct message would be Ticket taken I either don't understand the question or the nned or both. ?? Kenn LBNL Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] Customer Management with RT?
Aaron, I would merely modify any scrip that notifies requestors and etc. to notify Owner or Notify AdminCc or Notify Cc in the action drop-down and save. If you need more than one of these to be notified then duplicate the modified scrip with a different recipient in the action drop-down and re-name the scrip. Kenn LBNL [EMAIL PROTECTED] wrote: Kenn, This would work out perfectly. I have created a Group called Customers. It is a non privileged group. My customer service rep can create a ticket and add the customer John Doe as a requestor. I can then search for tickets where requestor name is John Doe to see all the previous incidents and tickets associated with that customer. Now the question is, how to keep them from receiving an email. I can have it so that no requestors get email under any circumstances, that would be fine. I looked in the rights and saw nothing regarding notification rights. I am also not sure which default scrips to delete/modify. I assume only the ones that refer to requestors. It would be ideal if I could modify the scrips so that : It only send an email if the requestor does not belong to the group Customers, or if the requestor is Privileged Any advice on how to do so? Thanks for the help, Aaron Aaron, Why not just let the customer/user be the requestor and remove any notification privileges and/or modify any notification scrips to not send to the requestor accordingly? That way, they know nothing unless you send them direct E_mail and you have a requestoer that can be used for any kind of query. Hope this helps. Kenn LBNL [EMAIL PROTECTED] wrote: Hello, I run an ISP and would like to use RT to manage customer information as well as track their support issues. I added custom fields to Users so as to be able to include IP addresses and other standard customer info. I plan to create a non privileged user for each customer. Is there a way to attach a ticket to a user without making them an owner? More importantly, is there a way to attach a ticket to a user and not have them get an email regarding it? I would like to be able to track incidents, updates and notes as tickets associated with a user (Customer) without spamming them every time we do some internal updates. I also need to be able to search by a user/customer and view their tickets. Is there a good way to do this? Thanks for any help. -Aaron No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.1/963 - Release Date: 8/20/2007 5:44 PM ___ 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 No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM ___ 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 No virus found in this incoming message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.484 / Virus Database: 269.12.2/966 - Release Date: 8/22/2007 9:05 AM ___ 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] Scrip Help needed (grabbing Organization)
This did it. It was actually that we have a default incoming queue, and certain team members are say, unix, and others are network, so when someone in the network team took at ticket, it would move to the network queue (vs. having their own personal queue) so i am storing the value of the queue (unix, network, etc...) in the Organization field, so I took your snippet below: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); and changed it to: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Organization); Thanks a million -Sean - Original Message From: Gene LeDuc [EMAIL PROTECTED] To: Sean [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Thursday, August 23, 2007 11:18:20 AM Subject: Re: [rt-users] Scrip Help needed (grabbing Organization) Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your On Owner Change scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mailp=graduation+giftscs=bz ___ 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] Scrip Help needed (grabbing Organization)
Oh, you've found solution, I hope another reply will make things clearer and help you next day :) On 8/23/07, Sean [EMAIL PROTECTED] wrote: This did it. It was actually that we have a default incoming queue, and certain team members are say, unix, and others are network, so when someone in the network team took at ticket, it would move to the network queue (vs. having their own personal queue) so i am storing the value of the queue (unix, network, etc...) in the Organization field, so I took your snippet below: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); and changed it to: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Organization); Thanks a million -Sean - Original Message From: Gene LeDuc [EMAIL PROTECTED] To: Sean [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Thursday, August 23, 2007 11:18:20 AM Subject: Re: [rt-users] Scrip Help needed (grabbing Organization) Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your On Owner Change scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mailp=graduation+giftscs=bz ___ 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] Re: How can i write patch in RT
On Aug 23, 2007, at 2:05 PM, rootkiter wrote: Hi Vincent, I don't know the way to wirte a patch in RT. I find in rt-list but see nothing. Could you tell me some info about it? Generally, you make changes to the source code, then use diff -ur against your new code and the original code. What are you looking for more specifically? -- Ngo Viet Anh 18 Nguyen Du - Ha Noi Tel: +84 4 9445510, Fax: +84 4 9446617 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] Re: How can i write patch in RT
Can anyone direct me to a patch for RT 3.6.1 that will stop the RT at a glance page from counting tickets in other queues from being counted towards the X newest unowned tickets ? I have 3 queues a user has permissions to 2 of them but the tickets from the 3rd queue are counted in the X newest unowned tickets field. So it says something like 43 tickets found but only 3 show up. I greatly appreciate any help. Cheers, Liam ___ 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] Need help referencing custom fields in CreateTicket template
I have a Create Ticket scrip that works until I try to reference a custom
field. The template looks like this:
===Create-Ticket: hardware
Queue: Hardware
Subject: {$Ticket-FirstCustomFieldValue('Product');}
The Custom Field Product exists and is applied to queue that the scrip is
running in. I have set the 'see', 'modify' and 'admin' rights for everyone.
The worst part is that this was working fine yesterday and today it is
failing. I have tried many options to set this value that I have found on
this mailing list and I still can't get it to work.
My RT version is 3.4.4
My server is running Ubuntu 6.10
The syslog error is:
Aug 23 13:08:29 support-server RT: Exiting subroutine via next at
/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980.
(/usr/share/request-tracker3.4/lib/RT.pm:287)
Any suggestions would be greatly appreciated.
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Re: [rt-users] Need help referencing custom fields in CreateTicket template
Hi David,
Try turning your logging level up to Debug (in RT_SiteConfig.pm) and then
see what turns up in rt.log. Remember to restart your web server so the
change takes effect.
Regards,
Gene
At 03:09 PM 8/23/2007, davidturnau wrote:
I have a Create Ticket scrip that works until I try to reference a custom
field. The template looks like this:
===Create-Ticket: hardware
Queue: Hardware
Subject: {$Ticket-FirstCustomFieldValue('Product');}
The Custom Field Product exists and is applied to queue that the scrip is
running in. I have set the 'see', 'modify' and 'admin' rights for everyone.
The worst part is that this was working fine yesterday and today it is
failing. I have tried many options to set this value that I have found on
this mailing list and I still can't get it to work.
My RT version is 3.4.4
My server is running Ubuntu 6.10
The syslog error is:
Aug 23 13:08:29 support-server RT: Exiting subroutine via next at
/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980.
(/usr/share/request-tracker3.4/lib/RT.pm:287)
Any suggestions would be greatly appreciated.
--
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--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] Need help referencing custom fields in CreateTicket template
David,
We are also on 3.4.4 and we have several scrips that use custom fields.
are you sure it is still enabled sinceothers can mess with it the way
your privileges are set? Has someone modified it? What is the code?
Kenn
LBNL
davidturnau wrote:
I have a Create Ticket scrip that works until I try to reference a custom
field. The template looks like this:
===Create-Ticket: hardware
Queue: Hardware
Subject: {$Ticket-FirstCustomFieldValue('Product');}
The Custom Field Product exists and is applied to queue that the scrip is
running in. I have set the 'see', 'modify' and 'admin' rights for everyone.
The worst part is that this was working fine yesterday and today it is
failing. I have tried many options to set this value that I have found on
this mailing list and I still can't get it to work.
My RT version is 3.4.4
My server is running Ubuntu 6.10
The syslog error is:
Aug 23 13:08:29 support-server RT: Exiting subroutine via next at
/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980.
(/usr/share/request-tracker3.4/lib/RT.pm:287)
Any suggestions would be greatly appreciated.
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Re: [rt-users] Need help referencing custom fields in CreateTicket template
Thanks Gene. I had some problems figuring out my permissions on rt.log
which is why I didn't set that at first and include the info. I've got that
straight now. The results of the log are below but I think the pertinent
line is:
Subject: Can't call method FirstCustomFieldValue on an undefined value at
template line 2.
I don't understand why that value is undefined. The custom field is named
Product (capitalized and spelled correctly).
-dt
[Thu Aug 23 23:00:18 2007] [debug]: About to think about scrips for
transaction #44161
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:156)
[Thu Aug 23 23:00:18 2007] [debug]: About to prepare scrips for transaction
#44161 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160)
[Thu Aug 23 23:00:18 2007] [debug]: Found 7 scrips
(/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:356)
[Thu Aug 23 23:00:18 2007] [debug]: Line: ===
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:774)
[Thu Aug 23 23:00:18 2007] [debug]: Line: ===Create-Ticket: hardware
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:777)
[Thu Aug 23 23:00:18 2007] [debug]: Create ticket: create-hardware
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:791)
[Thu Aug 23 23:00:18 2007] [debug]: Line: Queue: Hardware
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:777)
[Thu Aug 23 23:00:18 2007] [debug]: Line: Subject:
{$Ticket-FirstCustomFieldValue('Product');},
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:777)
[Thu Aug 23 23:00:18 2007] [debug]: About to commit scrips for transaction
#44161 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:169)
[Thu Aug 23 23:00:18 2007] [debug]: In CreateByTemplate
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:561)
[Thu Aug 23 23:00:18 2007] [debug]: Workflow: processing create-hardware of
RT::Ticket=HASH(0xd4e7fc4)
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:576)
[Thu Aug 23 23:00:18 2007] [debug]: Workflow: evaluating
Queue: Hardware
Subject: {$Ticket-FirstCustomFieldValue('Product');},
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:955)
[Thu Aug 23 23:00:18 2007] [debug]: Workflow: yielding
Queue: Hardware
Subject: Can't call method FirstCustomFieldValue on an undefined value at
template line 2.
Stack:
[template:2]
[/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:969]
[/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:582]
[/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:522]
[/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:241]
[/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:507]
[/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:192]
[/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:170]
[/usr/share/request-tracker3.4/lib/RT/Record.pm:1431]
[/usr/share/request-tracker3.4/lib/RT/Record.pm:1661]
[/usr/share/request-tracker3.4/lib/RT/Record.pm:1565]
[/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1239]
[/usr/share/request-tracker3.4/html/Ticket/Modify.html:71]
[/usr/share/request-tracker3.4/html/autohandler:215]
,
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:971)
[Thu Aug 23 23:00:18 2007] [error]: Ticket creation failed: Can't call
method FirstCustomFieldValue on an undefined value at template line 2.
Stack:
[template:2]
[/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:969]
[/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:582]
[/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:522]
[/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:241]
[/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:507]
[/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:192]
[/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:170]
[/usr/share/request-tracker3.4/lib/RT/Record.pm:1431]
[/usr/share/request-tracker3.4/lib/RT/Record.pm:1661]
[/usr/share/request-tracker3.4/lib/RT/Record.pm:1565]
[/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1239]
[/usr/share/request-tracker3.4/html/Ticket/Modify.html:71]
[/usr/share/request-tracker3.4/html/autohandler:215]
(/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm:974)
[Thu Aug 23 23:00:18 2007] [warning]: Exiting subroutine via next at
/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980.
(/usr/share/request-tracker3.4/lib/RT.pm:287)
Gene LeDuc wrote:
Hi David,
Try turning your logging level up to Debug (in RT_SiteConfig.pm) and then
see what turns up in rt.log. Remember to restart your web server so the
change takes effect.
Regards,
Gene
At 03:09 PM 8/23/2007, davidturnau wrote:
I have a Create Ticket scrip that works until I try to reference a custom
field. The template looks like this:
===Create-Ticket: hardware
Queue: Hardware
Subject: {$Ticket-FirstCustomFieldValue('Product');}
The Custom Field Product
Re: [rt-users] Need help referencing custom fields in CreateTicket template
Update:
This is no longer a custom fields issue. Everything works fine with text but
I can't call perl in the template at all (it seems)
I have changed the subject line to:
Subject: {$Ticket-id}
and
Subject: {$Ticket-id()}
and got the following error in rt.log each time:
Subject: Can't call method id on an undefined value at template line 2.
-dt
davidturnau wrote:
I have a Create Ticket scrip that works until I try to reference a custom
field. The template looks like this:
===Create-Ticket: hardware
Queue: Hardware
Subject: {$Ticket-FirstCustomFieldValue('Product');}
The Custom Field Product exists and is applied to queue that the scrip
is running in. I have set the 'see', 'modify' and 'admin' rights for
everyone.
The worst part is that this was working fine yesterday and today it is
failing. I have tried many options to set this value that I have found on
this mailing list and I still can't get it to work.
My RT version is 3.4.4
My server is running Ubuntu 6.10
The syslog error is:
Aug 23 13:08:29 support-server RT: Exiting subroutine via next at
/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980.
(/usr/share/request-tracker3.4/lib/RT.pm:287)
Any suggestions would be greatly appreciated.
--
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Re: [rt-users] Help with html/rt page
Hi Torsten,
I think that the problem is that you dont put a space between % and if
You have
%if ($HasMemberBA) {
When must be
% if ($HasMemberBA) {
Regards,
INTECO-CERT
Juan Carlos Montes
Analista de Seguridad
Ham MI-ID, Torsten Brumm escribió:
Hi RT Users,
i think i’m a little lost in RT Coding Space.
I have create a html page inside rt/local/html directory. This is
working fine so far. Now I try to embed some perl code and for this I
grabbed something like this from another page to have an idea how the
RT guys doing this:
%#
%# END BPS TAGGED BLOCK }}}
/Admin/Elements/Header, Title = loc('RT Administration')
/Admin/Elements/Tabs, Title = loc('RT Administration')
ul
%foreach my $key (sort keys %$tabs) {
lispana href=%$RT::WebPath%/%$tabs-{$key}-{'path'}|n
%%$tabs-{$key} -{'title'}%/a/spanbr /
%$tabs-{$key}-{description}%
/li
%}
/ul
%init
Now I have tried to implement this in my page:
/Elements/Header,
Title = loc(Request for Change),
Refresh = $session{'home_refresh_interval'}
/RFC/Elements/Tabs,
current_tab = 'index.html',
Title = loc(Request For Change)
.
.
.
Some html code
.
.
td style=vertical-align: middle;
span style=font-weight: bold;
%if ($HasMemberBA) {
a href=ba/index.htmlBusiness Application Change/a
%} else {
a
href=mailto:[EMAIL
PROTECTED]@company.comamp;subject=Access%20to%20RfC%20Type%20Business%20Application%20neededBusiness
Application/a
%}
/span
/td
.
.
.
Some more html code
.
.
%INIT
my $GroupObjAO = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjBA = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjGE = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjOQ = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjRJ = RT::Group-new( $session{ 'CurrentUser' } );
my $GroupObjUA = RT::Group-new( $session{ 'CurrentUser' } );
my $PrincipalObj = RT::Principal-new( $session{ 'CurrentUser' } );
$PrincipalObj-Load( $session{ 'CurrentUser' }-id );
$GroupObjAO-LoadUserDefinedGroup( 'RFC-AUTH-AO' );
my $HasMemberAO = $GroupObjAO-HasMemberRecursively( $PrincipalObj );
$GroupObjBA-LoadUserDefinedGroup( 'RFC-AUTH-BA' );
my $HasMemberBA = $GroupObjBA-HasMemberRecursively( $PrincipalObj );
$GroupObjGE-LoadUserDefinedGroup( 'RFC-AUTH-GE' );
my $HasMemberGE = $GroupObjGE-HasMemberRecursively( $PrincipalObj );
$GroupObjOQ-LoadUserDefinedGroup( 'RFC-AUTH-OQ' );
my $HasMemberOQ = $GroupObjOQ-HasMemberRecursively( $PrincipalObj );
$GroupObjRJ-LoadUserDefinedGroup( 'RFC-AUTH-RJ' );
my $HasMemberRJ = $GroupObjRJ-HasMemberRecursively( $PrincipalObj );
$GroupObjUA-LoadUserDefinedGroup( 'RFC-AUTH-UA' );
my $HasMemberUA = $GroupObjUA-HasMemberRecursively( $PrincipalObj );
/%INIT
The result of this page looks like this:
*Business Application Change* - install, change or delete business
applications *%if ($HasMemberBA) { **Business Application Change
http://rt36-messenger.int.kn/RFC/ba/index.html** %} else { Business
Application
mailto:[EMAIL
PROTECTED]@kuehne-nagel.comsubject=Access%20to%20RfC%20Type%20Business%20Application%20needed**
%}*
* *
*So, it looks like the perl part was not parsed from RT. Its
displaying pure html all perl code parts are text in this case.*
* *
*Any ideas or hints?*
*
Thanks*
*
Torsten*
--
Thanks in advance
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID
:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMAIL PROTECTED]
mailto:[EMAIL PROTECTED]
: www.kn-portal.com http://www.kn-portal.com
: icq: 78258840
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Dr. Björn
Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark
Reinhardt (Stellv.), Tim Scharwath, Jens
Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.:
DE 812773878, Persönlich haftende
Gesellschaft: Kühne Nagel A.G., Sitz:
Contern/LuxemburgGeschäftsführender Verwaltungsrat: Klaus-Michael
Kühne
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Re: [rt-users] Need help referencing custom fields in CreateTicket template
Hi David,
I've never used a template to create a ticket so I might be off base
here. Does $Ticket exist within a Create Ticket template? It seems tome
that it might not until after the ticket has been created. If it doesn't
exist yet, that would explain the undefined value ($Ticket). Just a thought.
Gene
At 04:20 PM 8/23/2007, davidturnau wrote:
Update:
This is no longer a custom fields issue. Everything works fine with text but
I can't call perl in the template at all (it seems)
I have changed the subject line to:
Subject: {$Ticket-id}
and
Subject: {$Ticket-id()}
and got the following error in rt.log each time:
Subject: Can't call method id on an undefined value at template line 2.
-dt
davidturnau wrote:
I have a Create Ticket scrip that works until I try to reference a custom
field. The template looks like this:
===Create-Ticket: hardware
Queue: Hardware
Subject: {$Ticket-FirstCustomFieldValue('Product');}
The Custom Field Product exists and is applied to queue that the scrip
is running in. I have set the 'see', 'modify' and 'admin' rights for
everyone.
The worst part is that this was working fine yesterday and today it is
failing. I have tried many options to set this value that I have found on
this mailing list and I still can't get it to work.
My RT version is 3.4.4
My server is running Ubuntu 6.10
The syslog error is:
Aug 23 13:08:29 support-server RT: Exiting subroutine via next at
/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980.
(/usr/share/request-tracker3.4/lib/RT.pm:287)
Any suggestions would be greatly appreciated.
--
View this message in context:
http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12303840
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Security Analyst
San Diego State University
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Re: [rt-users] Need help referencing custom fields in CreateTicket template
You might be on to something. I have a scrip that creates a ticket in my
Hardware queue when a certain field is updated. I want to pull data from the
original ticket (ticket id, custom field value) and populate the template
that is used to create the new ticket. Is my syntax wrong? Is my template
trying to pull the data from fields in a ticket that doesn't exist yet
instead of the original ticket? If so, how do I reference the original
ticket in the perl tag?
I've also used TOP in my syntax without any luck. I've seen some
references to it in the forums but I don't really understand what it does or
how to use it.
I've used it with the following syntax:
Subject: {$Ticket{TOP}-FirstCustomFieldValue('Product');}
but I just end up with the same error in rt.log
Gene LeDuc wrote:
Hi David,
I've never used a template to create a ticket so I might be off base
here. Does $Ticket exist within a Create Ticket template? It seems tome
that it might not until after the ticket has been created. If it doesn't
exist yet, that would explain the undefined value ($Ticket). Just a
thought.
Gene
At 04:20 PM 8/23/2007, davidturnau wrote:
Update:
This is no longer a custom fields issue. Everything works fine with text
but
I can't call perl in the template at all (it seems)
I have changed the subject line to:
Subject: {$Ticket-id}
and
Subject: {$Ticket-id()}
and got the following error in rt.log each time:
Subject: Can't call method id on an undefined value at template line 2.
-dt
davidturnau wrote:
I have a Create Ticket scrip that works until I try to reference a
custom
field. The template looks like this:
===Create-Ticket: hardware
Queue: Hardware
Subject: {$Ticket-FirstCustomFieldValue('Product');}
The Custom Field Product exists and is applied to queue that the
scrip
is running in. I have set the 'see', 'modify' and 'admin' rights for
everyone.
The worst part is that this was working fine yesterday and today it is
failing. I have tried many options to set this value that I have found
on
this mailing list and I still can't get it to work.
My RT version is 3.4.4
My server is running Ubuntu 6.10
The syslog error is:
Aug 23 13:08:29 support-server RT: Exiting subroutine via next at
/usr/share/request-tracker3.4/lib/RT/Action/CreateTickets.pm line 980.
(/usr/share/request-tracker3.4/lib/RT.pm:287)
Any suggestions would be greatly appreciated.
--
View this message in context:
http://www.nabble.com/Need-help-referencing-custom-fields-in-CreateTicket-template-tf4320089.html#a12303840
Sent from the Request Tracker - User mailing list archive at Nabble.com.
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--
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Security Analyst
San Diego State University
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