[rt-users] forward an email
Hi all, It occurred to us that some tickets are intended for some people not using RT. Is there anyway we can forward the original message to another email address and leave a record in RT? Thanks! Tyler ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Quey to match cf not filled
Hi,
Im trying to match all the tickets with a customfield not filled up. Im
using this query but its not working. any hints?
( Status = 'open' AND Queue = 'Incidents' AND 'CF.{Report}' != '' )
Thanks in advance,
Regards
Alvaro
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R: [rt-users] Quey to match cf not filled
from the gui?
if you select a queue with a CF (at least in 3.6.5) and add it to your current
search side, then inside the add criteria section you get at the bottom the
CF where you can select:
is (no value)
that when you add translates at right side to
AND 'CF.{Report}' IS 'NULL'
On the contrary you can select isn't to get all the tickets with the CF
filled up with something.
HIH,
Gianluca
Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Munoz,
Alvaro
Inviato: martedì 18 dicembre 2007 13.52
A: RT Users
Oggetto: [rt-users] Quey to match cf not filled
Hi,
Im trying to match all the tickets with a customfield not filled up. Im
using this query but its not working. any hints?
( Status = 'open' AND Queue = 'Incidents' AND 'CF.{Report}' != '' )
Thanks in advance,
Regards
Alvaro
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Re: [rt-users] CFs in Templates?
Status update: Due to some fine, fine IRC-based help, I've got this
working - mostly.
The problems were:
$OUTPUT was being declared and dumped inside the loop, so nothing was
ever being set,
AND Then, at some point, I introduced 'CFName'... which is not the same
as 'CFname'... which kept anything from working for quite a while.
So what I have now, that mostly works is:
RT-Attach-Message: yes
{ my @CFlist = ('Product', 'Application Area', 'Request Type', 'OK to
Outsource', 'Secondary Status');
my $OUTPUT;
foreach my $CFname (@CFlist) {
my $CFvalues = $Ticket-CustomFieldValues($CFname);
while ( my $value = $CFvalues-Next ) {
$CFname =~ s/ /-/g;
$OUTPUT .= X-${CFname}: ;
$OUTPUT .= (($value-Content ne '') ? $value-Content : 'unset');
$OUTPUT .= \n;
} } $OUTPUT; }
What's not working about this?
A) Originally I had 'RT-Attach-Message: yes' at the bottom of this, with
no blank line between the $OUTPUT; } and the RT-Attach-Message: yes
and yet a blank line was being generated and the attachments weren't,
well, attaching.
B) I'm only getthing the 1st 2 CFs - 'Product', 'Application Area' -
populated. Of the 5, they're the only 'Select Multiple' ones, the others
are all 'Select One'.
In discussions on IRC, it was suggested that I look at RT/Record.pm and
how FirstCustomFieldValue and CustomFieldValues are generated. As near
as _I_ can tell, FCFV simply calls CFV and returns the 1st value.
This leaves me perplexed as to why I can't call CFV on a Select One and
have it do the Right Thing(tm).
If anyone has any further suggestions, I'd love to hear them.
(The next expansion of this whole thing is the automatic inclusion of
headers for all CFs appropriate for every given queue. Suggestions as to
what I want to do there are totally welcome.)
JB
Quoth JB Segal ([EMAIL PROTECTED]):
{ my @CFlist = ('Product', 'Application Area');
foreach my $CFname (@CFlist) {
my $CFvalues = $Ticket-CustomFieldValues($CFname);
my $OUTPUT;
while ( my $value = $CFvalues-Next ) {
$CFName =~ s/ /-/g;
$OUTPUT .= X-$CFname: ;
$OUTPUT .= ($value-Content eq '') ? $value-Content : 'unset';
$OUTPUT .= \n;
}
$OUTPUT;
}
}
but this doesn't work.
--
JB Segal 617-886-5575www.smartertravel.com
Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com
Smarter Travel Media LLC Boston, MA 02129www.tripmania.com
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[rt-users] New Ticket Command Line
Hi all Thanks for a very good ticket system, currently busy testing and deploying it, so far very impressed. As you all know it is always difficult to deploy a new system to users. I want to use our current helpdesk front-end to populate the RT tickets. I was thinking of using a php front end with some fields and dropdown that will help with this. So far worked out to use the command line rt command to populate the most common fields. My question is how do you populate a custom field. This is what I am currenlty using, rt create -t ticket set requestor=[EMAIL PROTECTED] set subject=urgent contact request set queue=users set text=Help me very vinnig, ek soek vir babsie set branch=JNB Each time I run the command give give me an error, # branch: Unknown field. The branch is my customfield. I would really appriciate the help from anybody that can shed some light on this issue. Thanks a mil. Christoff -- The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or any action taken or omitted in reliance on the contents of this information is strictly prohibited and may be unlawful. Whilst all reasonable steps are taken to ensure the accuracy and integrity of information and data transmitted electronically and to preserve the confidentiality thereof, the Berco Group and its associated business entities and/or units accept no liability or responsibility whatsoever if information or data is, for whatever reason, corrupted or does not reach its intended destination. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Remove requestor on create?
I'm looking for a way to remove the requestor from server generated email tickets. These would be from [EMAIL PROTECTED] or [EMAIL PROTECTED]. Basically what I'm trying to prevent is any email getting sent back out of RT to a system that is simply going to bounce the email. Our servers don't accept incoming mail and bounce it back to Exchange. Any thoughts on how I could do this? I've looked through the wiki and didn't find anything like this. Matt -Message Disclaimer- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to [EMAIL PROTECTED] and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act (E-Sign) unless a specific statement to the contrary is included in this message. While this communication may be used to promote or market a transaction or an idea that is discussed in the publication, it is intended to provide general information about the subject matter covered and is provided with the understanding that The Principal is not rendering legal, accounting, or tax advice. It is not a marketed opinion and may not be used to avoid penalties under the Internal Revenue Code. You should consult with appropriate counsel or other advisors on all matters pertaining to legal, tax, or accounting obligations and requirements. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] New Ticket Command Line
It requires a different syntax
From
http://search.cpan.org/src/JESSE/RT-Extension-CommandByMail-0.05/README
Custom field values
Manage custom field values. Could be used multiple times.
CustomField.{CCFName}: custom field value
AddCustomField.{CCFName}: custom field value
DelCustomField.{CCFName}: custom field value
Short forms:
CF.{CCFName}: custom field value
AddCF.{CCFName}: custom field value
DelCF.{CCFName}: custom field value
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Tuesday, December 18, 2007 1:44 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] New Ticket Command Line
Hi all
Thanks for a very good ticket system, currently busy testing and
deploying it, so far very impressed. As you all know it is always
difficult to deploy a new system to users. I want to use our current
helpdesk front-end to populate the RT tickets.
I was thinking of using a php front end with some fields and dropdown
that will help with this. So far worked out to use the command line rt
command to populate the most common fields. My question is how do you
populate a custom field. This is what I am currenlty using,
rt create -t ticket set requestor=[EMAIL PROTECTED] set subject=urgent
contact request set queue=users set text=Help me very vinnig, ek soek
vir babsie set branch=JNB
Each time I run the command give give me an error, # branch: Unknown
field.
The branch is my customfield. I would really appriciate the help from
anybody that can shed some light on this issue.
Thanks a mil.
Christoff
--
The information contained in this communication is confidential and may
be legally privileged. It is intended solely for the use of the
individual or entity to whom it is addressed. If you are not the
intended recipient you are hereby notified that any disclosure, copying,
distribution or any action taken or omitted in reliance on the contents
of this information is strictly prohibited and may be unlawful. Whilst
all reasonable steps are taken to ensure the accuracy and integrity of
information and data transmitted electronically and to preserve the
confidentiality thereof, the Berco Group and its associated business
entities and/or units accept no liability or responsibility whatsoever
if information or data is, for whatever reason, corrupted or does not
reach its intended destination.
___
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take
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Re: [rt-users] Not sure what is wrong with rt-mailgate
I think I have a little more info to go on with this problem.
I found this in httpd/access_log
127.0.0.1 - - [18/Dec/2007:11:26:13 -0800] POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1 200 3168 - libwww-perl/5.808
I plugged the url path into my rt server via browser and got back:
RT/3.6.5 401 Credentials required
Did a little searching on Google and found this listserv archine:
http://perl.apache.org/mail/modperl/200711
It talks about some changes in Auth.Type.
I'm not an apache expert or perl expert, so I'm not sure how to interpet
this. I'm thinking that I might need to regress from Apache 2.2 back to
1.3? What do most people run recent RT installations on?
Mike Gracy wrote:
I get the same output in /var/log/maillog if I email the queue.
I'm thinking this might be a misconfiguration with the web server. Is
rt-mailgate calling something via the httpd service to input the ticket?
[EMAIL PROTECTED] bin]# ./rt-mailgate --action correspond --queue General --url
http://rt.mypointscorp.com
From:[EMAIL PROTECTED]
Subject:This is a test
This is a test
.
RT server error.
The RT server which handled your email did not behave as expected. It
said:
%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright (c) 1996-2007 Best Practical Solutions, LLC
%# [EMAIL PROTECTED]
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU
%# General Public License for more details.
%#
%# You should have received a copy of the GNU General Public License
%# along with this program; if not, write to the Free Software
%# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, MA
%# 02110-1301 or visit their web page on the internet at
%# http://www.gnu.org/copyleft/gpl.html.
%#
%#
%# CONTRIBUTION SUBMISSION POLICY:
%#
%# (The following paragraph is not intended to limit the rights granted
%# to you to modify and distribute this software under the terms of
%# the GNU General Public License and is only of importance to you if
%# you choose to contribute your changes and enhancements to the
%# community by submitting them to Best Practical Solutions, LLC.)
%#
%# By intentionally submitting any modifications, corrections or
%# derivatives to this work, or any other work intended for use with
%# Request Tracker, to Best Practical Solutions, LLC, you confirm that
%# you are the copyright holder for those contributions and you grant
%# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable,
%# royalty-free, perpetual, license to use, copy, create derivative
%# works based on those contributions, and sublicense and distribute
%# those contributions and any derivatives thereof.
%#
%# END BPS TAGGED BLOCK }}}
%flags
inherit = undef # inhibit UTF8 conversion done in /autohandler
/%flags
%ARGS
$queue = 1
$action = correspond
$ticket = undef
/%ARGS
%init
$m-comp('/Elements/Callback', _CallbackName = 'Pre', %ARGS);
use RT::Interface::Email ();# It's an exporter, but we don't care
$r-content_type('text/plain; charset=utf-8');
$m-error_format('text');
my ( $status, $error, $Ticket ) = RT::Interface::Email::Gateway( \%ARGS );
if ( $status == 1 ) {
$m-out('ok');
if ( $Ticket-Id ) {
$m-out( 'Ticket: ' . ($Ticket-Id || '') );
$m-out( 'Queue: ' . ($Ticket-QueueObj-Name || '') );
$m-out( 'Owner: ' . ($Ticket-OwnerObj-Name || '') );
$m-out( 'Status: ' . ($Ticket-Status || '') );
$m-out( 'Subject: ' . ($Ticket-Subject|| '') );
$m-out(
'Requestor: ' . ($Ticket-Requestors-MemberEmailAddressesAsString
|| '') );
}
}
else {
$RT::Logger-error( Could not record email: . $error );
if ( $status == -75 ) {
$m-out( temporary failure - . $error );
}
else {
$m-out( 'not ok - ' . $error );
}
}
$m-abort();
/%init
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Re: [rt-users] Remove requestor on create?
You could set up a separate queue and not use an autoreply scrip. Millard, Matt wrote: I'm looking for a way to remove the requestor from server generated email tickets. These would be from [EMAIL PROTECTED] or [EMAIL PROTECTED]. Basically what I'm trying to prevent is any email getting sent back out of RT to a system that is simply going to bounce the email. Our servers don't accept incoming mail and bounce it back to Exchange. Any thoughts on how I could do this? I've looked through the wiki and didn't find anything like this. Matt -Message Disclaimer- This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by reply email to [EMAIL PROTECTED] and delete or destroy all copies of the original message and attachments thereto. Email sent to or from the Principal Financial Group or any of its member companies may be retained as required by law or regulation. Nothing in this message is intended to constitute an Electronic signature for purposes of the Uniform Electronic Transactions Act (UETA) or the Electronic Signatures in Global and National Commerce Act (E-Sign) unless a specific statement to the contrary is included in this message. While this communication may be used to promote or market a transaction or an idea that is discussed in the publication, it is intended to provide general information about the subject matter covered and is provided with the understanding that The Principal is not rendering legal, accounting, or tax advice. It is not a marketed opinion and may not be used to avoid penalties under the Internal Revenue Code. You should consult with appropriate counsel or other advisors on all matters pertaining to legal, tax, or accounting obligations and requirements. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] error: Can't call method Content on an undefined value at /usr/share/request-tracker3.6/html/Elements/MyRT line 75
Currently running RT Version 3.4.1 and the MySQL 5.0 database (rt3) has
been imported into the new 3.6.1 install.
Install of 3.6.1 on a new debian-etch box using: apt-get install
request-tracker3.6 andapt-get install rt3.6-apache2
Apache is up and running and can login with credentials that work with
3.4.1.
I am aware that the upgrade scripts should solve this error but they are
not and my patience is shot.
Using a new MySQL database called rtdb works fine so I know the
problem is with the upgrade.
I am running the following upgrade scripts.
#/usr/sbin/rt-setup-database-3.6 --action schema --datadir
/etc/request-tracker3.6/upgrade/3.5.1/ --dba rt3 --dba-password password;
/*Creating database schema.
Couldn't find schema file for mysql
*/
/#usr/sbin/rt-setup-database-3.6 --action acl --datadir
/etc/request-tracker3.6/upgrade/3.5.1/ --dba rt3 --dba-password password;
/*Couldn't find ACLS for mysql in /etc/request-tracker3.6/upgrade/3.5.1/*/
/#usr/sbin/rt-setup-database-3.6 --action insert --datadir
/etc/request-tracker3.6/upgrade/3.5.1/ --dba rt3 --dba-password password;
/*Creating predefined searches...(Error: Internal Error: Couldn't
execute the query 'INSERT INTO Attributes (ContentType, Creator,
ObjectId, LastUpdatedBy, Created, Content, Description, LastUpdated,
Name, ObjectType) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'Duplicate entry
'0' for key 1)
(Error: Internal Error: Couldn't execute the query 'INSERT INTO
Attributes (ContentType, Creator, ObjectId, LastUpdatedBy, Created,
Content, Name, Description, LastUpdated, ObjectType) VALUES (?, ?, ?, ?,
?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key 1)
(Error: Internal Error: Couldn't execute the query 'INSERT INTO
Attributes (ContentType, Creator, ObjectId, LastUpdatedBy, Created,
Content, Name, Description, LastUpdated, ObjectType) VALUES (?, ?, ?, ?,
?, ?, ?, ?, ?, ?)'Duplicate entry '0' for key 1)
done.
Done setting up database content.*/
/*error: Can't call method Content on an undefined value at
/usr/share/request-tracker3.6/html/Elements/MyRT line 75.
context: ...
71:
72: unless (exists $session{'my_rt_portlets'}) {
73: my ($d_portlets) =
RT::System-new($session{'CurrentUser'})-Attributes-Named('HomepageSettings');
74: my $user = $session{'CurrentUser'}-UserObj;
75: $session{'my_rt_portlets'} = $user-Preferences('HomepageSettings',
$d_portlets-Content);
76: }
77:
78: my $portlets = $session{'my_rt_portlets'};
79:
...
code stack: /usr/share/request-tracker3.6/html/Elements/MyRT:75
/usr/share/request-tracker3.6/html/index.html:79
/usr/share/request-tracker3.6/html/autohandler:279*/
What am I missing? I would appreciate any assistance in troubleshooting
this issue.
Thanks.
CBrew
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Re: [rt-users] Remove requestor on create?
Matt,
I have set a few other fields before, but not the Requestor. I think
the condition should be like this:
#
# Custom condition:
#
# determine source of transaction
my $trans;
my $msgattr;
$trans = $self-TransactionObj;
return 0 unless $trans-Type eq Create;
$msgattr = $trans-Message-First;
return 0 unless $msgattr;
return 1 if $msgattr-GetHeader('Received');
return 0;
This will make sure the actor gets set ONLY if it is an email create.
Then I would either set the TRANSACTION creator like this PREP code:
#
# Custom action preparation code:
#
# set Creator to “Nobody”
my $Trans = $self-TransactionObj;
$Trans-SetCreatorId(10, 'Force');
return 1;
maybe that should be SetCreator instead of SetCreatorId?
OR
you could change the Ticket Requestor like this cleanup code:
#
# Custom action preparation code:
#
return 1;
#
# Custom action cleanup code:
#
# set Requestor to “Nobody”
my $Ticket = $self-TicketObj;
$Ticket-SetRequestor(10, 'Force');
return 1;
I'm not sure I have the right object names for the actor Creator or
Requestor. That might have to change, but the logic and condition code
should work. Hope this helps.
Kenn
LBNL
On 12/18/2007 11:25 AM, Millard, Matt wrote:
I'm looking for a way to remove the requestor from server generated
email tickets. These would be from [EMAIL PROTECTED] or
[EMAIL PROTECTED]. Basically what I'm trying to prevent
is any email getting sent back out of RT to a system that is simply
going to bounce the email. Our servers don't accept incoming mail and
bounce it back to Exchange.
Any thoughts on how I could do this? I've looked through the wiki and
didn't find anything like this.
Matt
-Message Disclaimer-
This e-mail message is intended only for the use of the individual or
entity to which it is addressed, and may contain information that is
privileged, confidential and exempt from disclosure under applicable law.
If you are not the intended recipient, any dissemination, distribution or
copying of this communication is strictly prohibited. If you have
received this communication in error, please notify us immediately by
reply email to [EMAIL PROTECTED] and delete or destroy all copies of
the original message and attachments thereto. Email sent to or from the
Principal Financial Group or any of its member companies may be retained
as required by law or regulation.
Nothing in this message is intended to constitute an Electronic signature
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Re: [rt-users] CFs in Templates?
JB,
AND Then, at some point, I introduced 'CFName'... which is not the
same as 'CFname'... which kept anything from working for quite a while.
That's funny. I can't tell you how many times I've done that.
I have a question on your CF values. This may seem dumb and I don't
want to insult you, but does EACH of the CF's you are trying to set have
(as one of the defined values) the value you are trying to set it to?
For example, if you are trying to set CF-1 to Wierd and Wierd is NOT
one of the values defined, I don't think it will work. I thought it just
might be something you were overlooking and another set of eyes would help.
The only other thing I can think of is that when I set several CF's to
a value in a scrip, I make sure the STAGE is TransactionBatch and they
all work fine. Hope this helps.
Kenn
LBNL
On 12/18/2007 9:56 AM, JB Segal wrote:
Status update: Due to some fine, fine IRC-based help, I've got this
working - mostly.
The problems were:
$OUTPUT was being declared and dumped inside the loop, so nothing was
ever being set,
AND Then, at some point, I introduced 'CFName'... which is not the same
as 'CFname'... which kept anything from working for quite a while.
So what I have now, that mostly works is:
RT-Attach-Message: yes
{ my @CFlist = ('Product', 'Application Area', 'Request Type', 'OK to
Outsource', 'Secondary Status');
my $OUTPUT;
foreach my $CFname (@CFlist) {
my $CFvalues = $Ticket-CustomFieldValues($CFname);
while ( my $value = $CFvalues-Next ) {
$CFname =~ s/ /-/g;
$OUTPUT .= X-${CFname}: ;
$OUTPUT .= (($value-Content ne '') ? $value-Content : 'unset');
$OUTPUT .= \n;
} } $OUTPUT; }
What's not working about this?
A) Originally I had 'RT-Attach-Message: yes' at the bottom of this, with
no blank line between the $OUTPUT; } and the RT-Attach-Message: yes
and yet a blank line was being generated and the attachments weren't,
well, attaching.
B) I'm only getthing the 1st 2 CFs - 'Product', 'Application Area' -
populated. Of the 5, they're the only 'Select Multiple' ones, the others
are all 'Select One'.
In discussions on IRC, it was suggested that I look at RT/Record.pm and
how FirstCustomFieldValue and CustomFieldValues are generated. As near
as _I_ can tell, FCFV simply calls CFV and returns the 1st value.
This leaves me perplexed as to why I can't call CFV on a Select One and
have it do the Right Thing(tm).
If anyone has any further suggestions, I'd love to hear them.
(The next expansion of this whole thing is the automatic inclusion of
headers for all CFs appropriate for every given queue. Suggestions as to
what I want to do there are totally welcome.)
JB
Quoth JB Segal ([EMAIL PROTECTED]):
{ my @CFlist = ('Product', 'Application Area');
foreach my $CFname (@CFlist) {
my $CFvalues = $Ticket-CustomFieldValues($CFname);
my $OUTPUT;
while ( my $value = $CFvalues-Next ) {
$CFName =~ s/ /-/g;
$OUTPUT .= X-$CFname: ;
$OUTPUT .= ($value-Content eq '') ? $value-Content : 'unset';
$OUTPUT .= \n;
}
$OUTPUT;
}
}
but this doesn't work.
--
JB Segal 617-886-5575www.smartertravel.com
Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com
Smarter Travel Media LLC Boston, MA 02129www.tripmania.com
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[rt-users] RTFM WikiText Format Toolbar
Wanted to integrate a simple way to format the WikiText Custom field in RTFM.
Copy: /opt/rt3/share/html/Elements/EditCustomFieldWikitext to
/opt/rt3/local/html/Elements/EditCustomFieldWikitext
Edit: /opt/rt3/local/html/Elements/EditCustomFieldWikitext
Add before % while:
% my $wiki_textarea_value = $NamePrefix .$CustomField-id .'-Values';
% my $wiki_format_toolbar = qq(
% div
% input type=button
onclick=javascript:lbc(event,'$wiki_textarea_value','bold');
style=font-weight: bold; value=B
% input type=button
onclick=javascript:lbc(event,'$wiki_textarea_value','italic');
style=font-weight: bold; value=I
% input type=button
onclick=javascript:lbc(event,'$wiki_textarea_value','bold_italic');
style=font-weight: bold;font-style: italic; value=BI
% input type=button
onclick=javascript:lbc(event,'$wiki_textarea_value','heading'); value=H1
% input type=button
onclick=javascript:lbc(event,'$wiki_textarea_value','subheading'); value=H2
% input type=button
onclick=javascript:lbc(event,'$wiki_textarea_value','subsubheading');
value=H3
% input type=button
onclick=javascript:lbc(event,'$wiki_textarea_value','list'); value=List
% input type=button
onclick=javascript:lbc(event,'$wiki_textarea_value','link'); value=Link
% /div
% );
% print $wiki_format_toolbar;
Add in both textarea tags:
textarea ... id=%$NamePrefix%%$CustomField-Id%-Values.../textarea
Copy: /opt/rt3/share/html/RTFM/Article/Edit.html to
/opt/rt3/local/html/RTFM/Article/Edit.html
Add before form:
script type=text/javascript
function lbc(e, objname, theTag) {
var el = document.getElementById(objname);
var enclosingTag;
var spaceTag = '\ ';
if(theTag == 'bold'){
startTag = '\'\'\'';
endTag = '\'\'\'';
spaceTag = '';
}
if(theTag == 'italic'){
startTag = '\'\'';
endTag = '\'\'';
spaceTag = '';
}
if(theTag == 'bold_italic'){
startTag = '\'\'\'\'\'';
endTag = '\'\'\'\'\'';
spaceTag = '';
}
if(theTag == 'heading'){
startTag = '=';
endTag = '=';
}
if(theTag == 'subheading'){
startTag = '==';
endTag = '==';
}
if(theTag == 'subsubheading'){
startTag = '=';
endTag = '=';
}
if(theTag == 'link'){
startTag = '[';
endTag = ']';
}
if(theTag == 'list'){
startTag = '\ \ \ \ *\ ';
endTag = '';
}
if (el.setSelectionRange) {
//Mozilla or FireFox Code
var st = el.scrollTop;
var ss = el.selectionStart;
var se = e.selectionEnd;
el.value = el.value.substring(0,el.selectionStart) + startTag +
spaceTag + el.value.substring(el.selectionStart,el.selectionEnd) + spaceTag +
endTag + el.value.substring(el.selectionEnd,el.value.length);
el.selectionStart = ss;
el.selectionEnd = ss;
el.scrollTop = st;
}
else if (document.selection document.selection.createRange) {
//Internet Explorer Code
el.focus(); //Makes sure tags are being added to the textarea
var range = document.selection.createRange();
range.text = startTag + spaceTag + range.text + spaceTag +
endTag; //Adds beginning and end tags.
}
el.focus();
}
/script
Miguel Rivera
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