Re: [rt-users] CLI change owner ship
Hi Michael Hess wrote: I am looking for a way, that I can search all tickets that have not been updated in 72 hours, and change the owner on them to nobody from the CLI. something like: /usr/bin/rt list -i lastupdated = '4 days ago' | while read t; do /usr/bin/rt edit $t set owner=nobody done This would work great, but when running it as root (rt's root not the linux root user) I get the error id: ticket/394 owner: nobody # owner: You can only reassign tickets that you own or that are unowned # Ticket 395 updated. I want to keep people from sitting on tickets. Any way to force it? Ah, yes, my testing was done on tickets that I own ... sorry. Looking at the code, there's a ForceOwnerChange, this is from the ARGSRef hash, but I can't find a way of setting it using the -S option to /usr/bin/rt - any one got any ideas? Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ 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] modify ticket changes are not completing, the page hangs during submission
Hi, I have got a problem with rt 3.6.5 on rhel4. This was working fine, and I can see no changes to configuration in the last few days (that I have made) If I open a ticket from the home page, and add a comment and change the status to resolved, the page does no complete loading. And just sits and spins the loading icon. If I cancel and go back to the home page and find the ticket, the status has been updated and relevant emails have been sent out. The only problem seems to be the web page did not update. There does not seem to be anything interesting in the debug log; [Tue Feb 19 12:30:21 2008] [debug]: About to think about scrips for transaction #6285 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Tue Feb 19 12:30:21 2008] [debug]: About to prepare scrips for transaction #6285 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171) [Tue Feb 19 12:30:21 2008] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:365) [Tue Feb 19 12:30:21 2008] [debug]: About to commit scrips for transaction #6285 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180) and that is where is hangs... Any ideas on that? Many Thanks, TomH ___ 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] Query to display tickets over a certain size?
I want to list all tickets in RT over 1 mb in size. Any ideas? Thanks, Shannon Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ 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] Email from RT landing in yahoo bulk folder
Vivek Khera wrote, On 18/02/2008 18:47: On Feb 17, 2008, at 11:32 AM, Erek Dyskant wrote: RT includes a Precedence: Bulk header, which is normally a hint to vacation autorepliers that an autoreply is not wanted. However, Yahoo sticks any Precedence: Bulk mail into the bulk folder. I disagree with that last statement. Our RT originated-mail does not end up in yahoo's bulk folder, unless the content somehow caused it. It is not just because of the header. Are you sure that this affects only emails sent from RT? We found that Yahoo (at yahoo.cn, yahoo.co.uk, yahoo.mx, etc) was treating our emails very badly - some definite delivery deferrals and a lot of submitters reporting that they received no email. NB this was with both mails from our current jitterbug system, and from our desktop mail clients. I suspect that we had been greylisted and so our systems people registered our mail server at http://help.yahoo.com/l/us/yahoo/mail/postmaster/defer.html. Hopefully the problem is now resolved. It seems odd that they're clamping down so hard on incoming mail at the same time I've heard web forums admins complaining about spambots with valid yahoo addresses. Nadeem -- S.M. Nadeem N. Faruque EMBL Nucleotide Database Curation Team EMBL Outstation Tel: +44 1223 494611 Fax: +44 1223 494472 The European Bioinformatics InstituteURL: http://www.ebi.ac.uk/ Email for data submissions: [EMAIL PROTECTED] Email for updates: [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
Re: [rt-users] RT Reporting - We need your wishlists
On 2/14/08, Jesse Vincent [EMAIL PROTECTED] wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? Jesse, Thanks for taking the time to ask. Some of this may fall outside the scope of the work to be performed but this is what our customer support people want most. * The ability to sum numeric columns. * A count of the number of occurrences of each value for a custom field. ( A chart can give you this but a summary for each custom field displayed would be nice. ) * How about making the concise spreadsheet extension the default output for reports? * PDF output would be awesome! * Tools to analyze the efficiency of communication with requestors, such as number of replies, how many times the ticket was re-opened, etc. * Does CF sorting work in the most recent RT? (we are still on 3.6.3) A big request is for better usability of the search building page. Usage of AND/OR and subclauses can be confusing. It seems simple to me but most people can't figure it out without help. It would be really nice if for example, when adding Queue = 'foo' RT would detect if the entry aggregator was AND and Queue = 'bar' was part of the current subclause and automatically create a new subclause. Maybe that wouldn't work but something that detected what the user wanted instead of making an impossible query would be nice. Thanks! -Todd ___ 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] Upgraded to 3.6.6 and superuser functionality missing
I don't see even Preferences in the menu bar. I was expecting to be able to manipulate rights--that's gone. All I see in the menu bar are: *Home * · Simple Search * · Tickets * · Tools * · Approval In other words, root seems to have the same functionality in the GUI as a regular user here. Karl Todd Chapman wrote: What are you expecting to see? On 2/19/08, Karl Boyken [EMAIL PROTECTED] wrote: Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as root, I don't see any superuser functions available. I don't remember the last time I logged in as root, but it could only have been a month or two ago. We're using MySQL 5.0.22 as the backend on RedHat Enterprise Server Release 5. I've checked the database, and we still have the root user, it still is in the superuser group. I'd appreciate any ideas--thanks. Karl Boyken -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) ___ 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 -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) 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
Re: [rt-users] Linking tickets across queues
Sweet, thanks to Ruslan and Todd. Looks like the perfect solution Mathew Todd Chapman wrote: Set StrictLinkACL to 0 in RT_SiteConfig.pm # When this feature is enabled an user need ModifyTicket right on both # tickets to link them together, otherwise he can have right on any of # two. Set($StrictLinkACL, 1); On 2/19/08, Mathew Snyder [EMAIL PROTECTED] wrote: Our rights scheme is designed such that each queue has a group associated with it. Users have the Create Ticket right in all other queues so as to be able to move tickets around but they can't own or modify tickets in other queues. This has led to a question from my manager regarding linking tickets. It seems that without being able to modify a ticket outside of adding comments, a person cannot link two tickets in different queues. Is there a way around this without adding the ModifyTicket right to all groups and all queues? 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 -- 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] Downloading query results to spreadsheet
Stephen, thanks. I'm definitely going to look at it. I had modified the default set of columns in my local directory for this very purpose. It seems a waste of time to have to delete any unwanted columns one at a time and then to have them show up anyway in a downloaded result. Oh well, that's why we have the user group, huh? Kenn LBNL On 2/19/2008 6:46 AM, Stephen Turner wrote: At Friday 2/15/2008 05:55 PM, Kenneth Crocker wrote: To all, I have just upgraded to 3.6.4 and am having some difficulty getting the results of a query into a spreadsheet with the fields I selected for the query. Instead, I get all sorts of tickets fields I did NOT select and am missing several that I DID select. Why does RT seem to ignore the fields I am/not selecting for the query when it downloads the results to excel? Anyone? Kenn LBNL Kenn, That's the way the spreadsheet feature works (and always has, I think) - it's intended to give you a full set of fields for each ticket. There's a contrib on the wiki that downloads only the fields you see on the results screen: http://wiki.bestpractical.com/view/SpreadsheetDisplayedFields Good luck, 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] Upgraded to 3.6.6 and superuser functionality missing
Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as root, I don't see any superuser functions available. I don't remember the last time I logged in as root, but it could only have been a month or two ago. We're using MySQL 5.0.22 as the backend on RedHat Enterprise Server Release 5. I've checked the database, and we still have the root user, it still is in the superuser group. I'd appreciate any ideas--thanks. Karl Boyken -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) 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
Re: [rt-users] Upgraded to 3.6.6 and superuser functionality missing
Yep, did all that. I rolled back to 3.6.5, and still have the same problem. I suspect I may at some point have screwed up the rt3 database somehow. I use rtx-shredder and at one point, last December, after I first began using it, I inadvertently deleted root, but I restored it and was able to login and everything seemed fine--had full superuser functionality. But who knows? I just now tried the restore-superuser-privileges tip from the Wiki, but that didn't work, either. So, now, I'm thinking I'll recreate the database--start over with a new, pristine db--and suck over values from the current one. Any idea if that's just a big waste of time? Karl Ruslan Zakirov wrote: Have you updated deps, cleaned mason cache and restarted apache server? On Feb 19, 2008 8:19 PM, Karl Boyken [EMAIL PROTECTED] wrote: I don't see even Preferences in the menu bar. I was expecting to be able to manipulate rights--that's gone. All I see in the menu bar are: *Home * · Simple Search * · Tickets * · Tools * · Approval In other words, root seems to have the same functionality in the GUI as a regular user here. Karl Todd Chapman wrote: What are you expecting to see? On 2/19/08, Karl Boyken [EMAIL PROTECTED] wrote: Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as root, I don't see any superuser functions available. I don't remember the last time I logged in as root, but it could only have been a month or two ago. We're using MySQL 5.0.22 as the backend on RedHat Enterprise Server Release 5. I've checked the database, and we still have the root user, it still is in the superuser group. I'd appreciate any ideas--thanks. Karl Boyken -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) ___ 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 -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) ___ 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 -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) 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
Re: [rt-users] Upgraded to 3.6.6 and superuser functionality missing
What are you expecting to see? On 2/19/08, Karl Boyken [EMAIL PROTECTED] wrote: Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as root, I don't see any superuser functions available. I don't remember the last time I logged in as root, but it could only have been a month or two ago. We're using MySQL 5.0.22 as the backend on RedHat Enterprise Server Release 5. I've checked the database, and we still have the root user, it still is in the superuser group. I'd appreciate any ideas--thanks. Karl Boyken -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) ___ 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] Linking tickets across queues
Set StrictLinkACL to 0 in RT_SiteConfig.pm # When this feature is enabled an user need ModifyTicket right on both # tickets to link them together, otherwise he can have right on any of # two. Set($StrictLinkACL, 1); On 2/19/08, Mathew Snyder [EMAIL PROTECTED] wrote: Our rights scheme is designed such that each queue has a group associated with it. Users have the Create Ticket right in all other queues so as to be able to move tickets around but they can't own or modify tickets in other queues. This has led to a question from my manager regarding linking tickets. It seems that without being able to modify a ticket outside of adding comments, a person cannot link two tickets in different queues. Is there a way around this without adding the ModifyTicket right to all groups and all queues? 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 ___ 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] Linking tickets across queues
Our rights scheme is designed such that each queue has a group associated with it. Users have the Create Ticket right in all other queues so as to be able to move tickets around but they can't own or modify tickets in other queues. This has led to a question from my manager regarding linking tickets. It seems that without being able to modify a ticket outside of adding comments, a person cannot link two tickets in different queues. Is there a way around this without adding the ModifyTicket right to all groups and all queues? 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
[rt-users] Shredder bug? (was: Shredder web gui, bad path to tickets)
I found the problem with displaying objects returned by the Shredder search and I think it might be a bug. The files in rtroot/share/html/Admin/Tools/Shredder/Elements/Object return a path using $RT::WebBaseURL instead of $RT::WebURL; this leaves off $RT::WebPath. So on my system, links point to https://mysystem:443/Ticket/Display.html?id=498 instead of https://mysystem/rt/Ticket/Display.html?id=498 The files I had to modify are RT--Attachment RT--Ticket RT--User Disclaimer: Since Shredder has been around awhile and no one else has reported this, it's possible that this could be due to settings in my RT_Siteconfig that I made to get RT to work using https, but it was a while ago and I don't recall how I changed the settings from their default. Regards, Gene At 11:56 AM 2/18/2008, I wrote: I've just installed the latest Shredder extension via CPAN and it seems to do its job nicely wiping out deleted tickets via the web gui. When I click on a ticket from the search results, though, the path to the ticket is missing the root rt/ component. Everything else has been working fine for a year or more. The path should be: https://rt.company.com/rt/Ticket/Display.html?id=7 But this is what Shredder search is showing (which returns a 404 error): https://rt.company.com/Ticket/Display.html?id=7 Is this something that needs to be set in RT_Siteconfig or do I need to modify the shredder html? My RT is installed in a non-standard location, but I gave the installer the path to my RT.pm and everything seemed to install fine. -- 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] Linking tickets across queues
Mathew,
Have you tried the DependsOn or RefersTo links? I use them and they
work great. When I Display any ticket with these links, the ticket
number, subject, and ticket status shows up in the links section for the
current ticket. It does not matter what queue the linked tickets are
in. I also have a query that reports all tickets in X queues that have
any Parent/Child, DependsOn/DependedOnBy, and RefersTo/ReferredToBy
links as well as the due dates for any of those tickets, who owns them,
what queue they are in, etc. I don't have to modify any RT base code to
do this {makes maintenence easier when doing upgrades :-)}. Hope this helps.
Kenn
LBNL
On 2/19/2008 9:24 AM, Mathew Snyder wrote:
Our rights scheme is designed such that each queue has a group associated with
it. Users have the Create Ticket right in all other queues so as to be able
to
move tickets around but they can't own or modify tickets in other queues.
This
has led to a question from my manager regarding linking tickets.
It seems that without being able to modify a ticket outside of adding
comments,
a person cannot link two tickets in different queues. Is there a way around
this without adding the ModifyTicket right to all groups and all queues?
Mathew
___
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Re: [rt-users] RT Reporting - We need your wishlists
What kind of time frame are we looking at delivery on this? I've been holding off on writing complex reports while I figure out how to create another interface for it. However, if these reports will be available in the next 6 months I can probably convince my boss that my delays are justifiable. Mathew Jesse Vincent wrote: Hi Everybody, I have an RT hacker working on a new, expanded reporting tool for RT. While I can't promise that we'll implement _every_ report you want, we could really use your wishlists. What reporting and statistics do you want to get out of RT? ___ 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 -- 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
[rt-users] pointers on debugging rt 3.6.5 page hanging problem
Hi, A problem appeared today where the browser hangs when the status of a ticket is changed. There do not seem to be any associated errors in the log file, and the page waits for about 30 seconds and then goes to a blank page. I have the level set to debug; [Tue Feb 19 18:44:54 2008] [debug]: About to think about scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Tue Feb 19 18:44:54 2008] [debug]: About to prepare scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171) [Tue Feb 19 18:44:54 2008] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:365) [Tue Feb 19 18:44:54 2008] [debug]: About to commit scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180) [Tue Feb 19 18:44:55 2008] [info]: [EMAIL PROTECTED] #545/6402 - Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) [Tue Feb 19 18:44:55 2008] [info]: [EMAIL PROTECTED] sent To: [EMAIL PROTECTED] (/opt/rt3/lib/RT/Action/SendEmail.pm:283) [Tue Feb 19 18:44:56 2008] [debug]: About to think about scrips for transaction #6403 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) any ideas on where I can look to fix this? Thanks, Tom ___ 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 Reporting - We need your wishlists
Not sure this qualifies as a wishlist, but more Munin plugins like this would be useful: http://stats.koumbit.net/koumbit.net/lethe.koumbit.net.html#Rt The source for those is available in: https://lethe.koumbit.net/svn/koumbit/trunk/munin-plugins/ -- Rock journalism is people who can't write interviewing people who can't talk for people who can't read. - Frank Zappa signature.asc Description: Digital signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Downloading query results to spreadsheet
At Tuesday 2/19/2008 12:53 PM, Kenneth Crocker wrote: Stephen, thanks. I'm definitely going to look at it. I had modified the default set of columns in my local directory for this very purpose. It seems a waste of time to have to delete any unwanted columns one at a time and then to have them show up anyway in a downloaded result. Oh well, that's why we have the user group, huh? Kenn LBNL Kenn, The extension Todd mentioned looks as though it may have been based on my original code (on the wiki) - so it's probably better to go with that one, especially if it's going to be brought into the core product. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Downloading query results to spreadsheet
Todd, thanks. I'll definitely look at this one and the one Stephen Turner mentioned. Thanks a bunch! Kenn LBNL On 2/16/2008 1:48 PM, Todd Chapman wrote: You need this RT extension for better control of export to spreadsheet. http://svn.bestpractical.com/cgi-bin/index.cgi/bps/browse/RT-View-ConciseSpreadsheet Jesse, it would be nice if this was the default for RT in the new reporting work that is being performed. -Todd On 2/15/08, Kenneth Crocker [EMAIL PROTECTED] wrote: To all, I have just upgraded to 3.6.4 and am having some difficulty getting the results of a query into a spreadsheet with the fields I selected for the query. Instead, I get all sorts of tickets fields I did NOT select and am missing several that I DID select. Why does RT seem to ignore the fields I am/not selecting for the query when it downloads the results to excel? Anyone? Kenn LBNL ___ 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] help with custom scrip condition
I have the following scrip condition for my one of my queues, to
prevent auto-replies to mail declared spam by spam assassin:
--cut here--
if ($self-TransactionObj-Type eq 'Create') {
$RT::Logger-error(Got a create transacation...);
my $co = $self-TransactionObj-ContentObj;
return 0 unless $co;
$RT::Logger-error(...checking if via email.);
return 1 unless $co-GetHeader('Received');
$RT::Logger-error(Looks like a juicy email);
# check if email is flagged as spam. assumes header set by mail
server
my $is_spam = $co-GetHeader('X-Spam-Flag') || 'nope';
my $rv = $is_spam eq 'YES' ? 0 : 1;
$RT::Logger-error(spam determination = $is_spam (autoreply =
$rv));
return $rv;
} else {
return 0; # do not run action
}
--cut here--
Is there some other (faster) preferred way to pull just the headers?
I have one message I'm trying to debug why we sent an autoreply to a
message that clearly was declared spam. It got to the step checking
if via email in my scrip, then seems to have returned true when it
didn't find a Received header.
I'm wondering if it is just timing out (no error in the log) since it
took over 30 seconds to get the content object:
Feb 19 11:32:49 rt RT: Got a create transacation... ((eval 15255):2)
Feb 19 11:33:21 rt RT: ...checking if via email. ((eval 15255):5)
Actually, quite often I get my scrip terminate at this step, even
though we almost always get tickets via email instead of at the UI.
Any ideas?
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[rt-users] Approvals for resolved tickets?
Hi. In order to help our billing person, I am trying to find a way to alert her when a ticket gets resolved. I've come up with a few options, and would like some thoughts, opinions, suggestions, etc: 1 - Write a custom scrip that e-mails her upon Status - Resolved 2 - Try to convince the Approvals feature to work on Ticket Resolved, not Ticket Created From these, the pros and cons so far: 1: pros: should be pretty easy to implment cons: piles of e-mail in her inbox cons: the data is outside of RT, so hard for someone else to step in if she goes on vacation, gets sick, etc 2: pros: if it can be done, it should give a nice view via RT (single location to go to for the data) cons: can Approvals be convinced to work on Status-Resolved? Right now, we have a custom field that is used in a report to find tickets that have not yet been billed, but there are a few problems with this. 1 - no timely notification (i.e. she has to run the report daily and try to figure out what's different to review each ticket for complete data needed to do the billing) 2 - if the custom field accidentally gets flipped, the ticket never shows in the report, so it never gets billed or accounted for. Hopefully, this gives some idea of what we are trying to achieve. Suggestions welcome! Thanks, Sam ___ 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] Upgraded to 3.6.6 and superuser functionality missing
Karl, Have you gone into the DataBase with SQL and looked at what is in the table records? especially for root? That might help, especially if you see something glaringly odd. Then you could find out what you need to change and modify that particular record. Normally, I wouldn't recommend modifying the RT DataBasee directly, but if you need to fix something, sometimes that's the only way to do it. I'd look at the USERS table to get the ID number and then the PRINCIPALS table and asee if the Id is disabled or not. If that doesn't indicate anything, then look at the ACL table. There must be something there that would give you a clue. Hope this helps. Kenn LBNL On 2/19/2008 9:45 AM, Karl Boyken wrote: Yep, did all that. I rolled back to 3.6.5, and still have the same problem. I suspect I may at some point have screwed up the rt3 database somehow. I use rtx-shredder and at one point, last December, after I first began using it, I inadvertently deleted root, but I restored it and was able to login and everything seemed fine--had full superuser functionality. But who knows? I just now tried the restore-superuser-privileges tip from the Wiki, but that didn't work, either. So, now, I'm thinking I'll recreate the database--start over with a new, pristine db--and suck over values from the current one. Any idea if that's just a big waste of time? Karl Ruslan Zakirov wrote: Have you updated deps, cleaned mason cache and restarted apache server? On Feb 19, 2008 8:19 PM, Karl Boyken [EMAIL PROTECTED] wrote: I don't see even Preferences in the menu bar. I was expecting to be able to manipulate rights--that's gone. All I see in the menu bar are: *Home * · Simple Search * · Tickets * · Tools * · Approval In other words, root seems to have the same functionality in the GUI as a regular user here. Karl Todd Chapman wrote: What are you expecting to see? On 2/19/08, Karl Boyken [EMAIL PROTECTED] wrote: Yesterday, I upgraded RT from 3.6.5 to 3.6.6 and now when I login as root, I don't see any superuser functions available. I don't remember the last time I logged in as root, but it could only have been a month or two ago. We're using MySQL 5.0.22 as the backend on RedHat Enterprise Server Release 5. I've checked the database, and we still have the root user, it still is in the superuser group. I'd appreciate any ideas--thanks. Karl Boyken -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) ___ 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 -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) ___ 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
Re: [rt-users] RT Reporting - We need your wishlists
On Feb 19, 2008, at 1:28 PM, Mathew Snyder wrote: What kind of time frame are we looking at delivery on this? I've been holding off on writing complex reports while I figure out how to create another interface for it. However, if these reports will be available in the next 6 months I can probably convince my boss that my delays are justifiable. We don't generally promise release dates other than to customers sponsoring specific pieces of work. ___ 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] pointers on debugging rt 3.6.5 page hanging problem
Tom, Would you mind listing for me any scrips you have relating to a status change and emails as a result of said change? What kind of action precipitated the initial scrip being triggered? Could be that an email notification scrip is looking for a template that you modified or misnamed (capitol letters?, etc.) and can't find it. Anyway, that list and their contents will help the debugging process. Kenn LBNL On 2/19/2008 10:49 AM, Tom Hodder wrote: Hi, A problem appeared today where the browser hangs when the status of a ticket is changed. There do not seem to be any associated errors in the log file, and the page waits for about 30 seconds and then goes to a blank page. I have the level set to debug; [Tue Feb 19 18:44:54 2008] [debug]: About to think about scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Tue Feb 19 18:44:54 2008] [debug]: About to prepare scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:171) [Tue Feb 19 18:44:54 2008] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:365) [Tue Feb 19 18:44:54 2008] [debug]: About to commit scrips for transaction #6402 (/opt/rt3/lib/RT/Transaction_Overlay.pm:180) [Tue Feb 19 18:44:55 2008] [info]: [EMAIL PROTECTED] #545/6402 - Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252) [Tue Feb 19 18:44:55 2008] [info]: [EMAIL PROTECTED] sent To: [EMAIL PROTECTED] (/opt/rt3/lib/RT/Action/SendEmail.pm:283) [Tue Feb 19 18:44:56 2008] [debug]: About to think about scrips for transaction #6403 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) any ideas on where I can look to fix this? Thanks, Tom ___ 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] Upgraded to 3.6.6 and superuser functionality missing
One additional bit of info: When I run the Perl code from Wiki that's supposed to restore superuser, I get Principal 12 not found. root has id 12 in the Users table. Here's the Perl code: /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; my $u=RT::User-new($RT::SystemUser); $u-Load(root); ($val,$msg) = $u-PrincipalObj-GrantRight(Object= $RT::System, Right = SuperUser); print $msg\n' In mysql, a select * from Principals where id='12'; yields an entry for root: ++---+--+--+ | id | PrincipalType | ObjectId | Disabled | ++---+--+--+ | 12 | User | 12 |0 | ++---+--+--+ Karl -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) 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
Re: [rt-users] Upgraded to 3.6.6 and superuser functionality missing
Karl, Go to the PRINCIPALS table and look up the correct UserID in the and see if it is enabled/disabled. The USers table doesn't have that info. Kenn LBNL On 2/19/2008 11:10 AM, Karl Boyken wrote: Yes, I've poked around a bit in the database. I haven't seen anything glaringly wrong yet, but that could be more a statement about my ignorance of the RT schema than anything else. The 'root' user is in Users, and it looks like it has all the settings it would have from creating the initial db. There are two SuperUser rights entries in the ACL table, one for RT_System and one for root. Karl Kenneth Crocker wrote: Karl, Have you gone into the DataBase with SQL and looked at what is in the table records? especially for root? That might help, especially if you see something glaringly odd. Then you could find out what you need to change and modify that particular record. Normally, I wouldn't recommend modifying the RT DataBasee directly, but if you need to fix something, sometimes that's the only way to do it. I'd look at the USERS table to get the ID number and then the PRINCIPALS table and asee if the Id is disabled or not. If that doesn't indicate anything, then look at the ACL table. There must be something there that would give you a clue. Hope this helps. Kenn LBNL ___ 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] Upgraded to 3.6.6 and superuser functionality missing
Karl, What do you get from the GROUPS table? There could be an equivilancy ID for that userID. Kenn LBNL On 2/19/2008 11:30 AM, Karl Boyken wrote: One additional bit of info: When I run the Perl code from Wiki that's supposed to restore superuser, I get Principal 12 not found. root has id 12 in the Users table. Here's the Perl code: /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; my $u=RT::User-new($RT::SystemUser); $u-Load(root); ($val,$msg) = $u-PrincipalObj-GrantRight(Object= $RT::System, Right = SuperUser); print $msg\n' In mysql, a select * from Principals where id='12'; yields an entry for root: ++---+--+--+ | id | PrincipalType | ObjectId | Disabled | ++---+--+--+ | 12 | User | 12 |0 | ++---+--+--+ Karl ___ 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] Upgraded to 3.6.6 and superuser functionality missing
Kenn, is this what you mean? mysql select * from Groups where Description='ACL equiv. for user 12'; ++-+++---+--+ | id | Name| Description| Domain | Type | Instance | ++-+++---+--+ | 13 | User 12 | ACL equiv. for user 12 | ACLEquivalence | UserEquiv | 12 | ++-+++---+--+ 1 row in set (0.01 sec) Karl Kenneth Crocker wrote: Karl, What do you get from the GROUPS table? There could be an equivilancy ID for that userID. Kenn LBNL On 2/19/2008 11:30 AM, Karl Boyken wrote: One additional bit of info: When I run the Perl code from Wiki that's supposed to restore superuser, I get Principal 12 not found. root has id 12 in the Users table. Here's the Perl code: /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; my $u=RT::User-new($RT::SystemUser); $u-Load(root); ($val,$msg) = $u-PrincipalObj-GrantRight(Object= $RT::System, Right = SuperUser); print $msg\n' In mysql, a select * from Principals where id='12'; yields an entry for root: ++---+--+--+ | id | PrincipalType | ObjectId | Disabled | ++---+--+--+ | 12 | User | 12 |0 | ++---+--+--+ Karl ___ 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 -- Karl Boyken, system administrator [EMAIL PROTECTED] 303A MLH, Dept. of Comp. Sci. http://www.cs.uiowa.edu/~boyken/ The U. of Iowa, Iowa City, IA 52242 319-335-2730 (voice) 319-335-3668 (fax) 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] Missing take link for some users
RT 3.6.1 We have four users on this system. In 10 newest unowned tickets, one user has the ticket number as a link and also a 'take' link; the other three users have only a plain-text ticket number and no take link. At first I thought this was down to permissions, but I have granted one use full global permissions and there has been no change. Where should I be looking to try to resolve this? Thanks, Keith ___ 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] Approvals for resolved tickets?
Hi Kenn, At this point, we aren't using Approvals at all, so the answer about ANY ticket is sorta ... we do have a few queues that we don't want to know about ... we have other partners using queues in our RT implementation, so we'd probably have to do a user defined condition, I suppose. I guess one of our questions was, can the Approvals feature be used for the end of a ticket's life (onResolve), rather than the beginning (onCreate)? Also, just doing an onResolve scrip, I didn't see an easy way to send the response output (template, et al) to a specific user (who is not in the AdminCC or any other list associated with the ticket) ... is there a good example somewhere I could borrow from? Thanks, Sam Kenneth Crocker wrote: Samuel, Do you want to alert billing to ANY ticket that gets resolved, regardless if it was in the Approvals queue or not? if so, a simple scrip with the onResolve condition would do it. However, if you have other conditions you want considered, you will need to make that condition User-defined and put in your specific perl code for your other conditions. You could also create a special template for this particular notification which would include the pertinent ticket info so that person wouldn't have to go to RT and hunt up the ticket, etc. Kenn LBNL On 2/19/2008 9:47 AM, Samuel P. Howard wrote: Hi. In order to help our billing person, I am trying to find a way to alert her when a ticket gets resolved. I've come up with a few options, and would like some thoughts, opinions, suggestions, etc: 1 - Write a custom scrip that e-mails her upon Status - Resolved 2 - Try to convince the Approvals feature to work on Ticket Resolved, not Ticket Created From these, the pros and cons so far: 1: pros: should be pretty easy to implment cons: piles of e-mail in her inbox cons: the data is outside of RT, so hard for someone else to step in if she goes on vacation, gets sick, etc 2: pros: if it can be done, it should give a nice view via RT (single location to go to for the data) cons: can Approvals be convinced to work on Status-Resolved? Right now, we have a custom field that is used in a report to find tickets that have not yet been billed, but there are a few problems with this. 1 - no timely notification (i.e. she has to run the report daily and try to figure out what's different to review each ticket for complete data needed to do the billing) 2 - if the custom field accidentally gets flipped, the ticket never shows in the report, so it never gets billed or accounted for. Hopefully, this gives some idea of what we are trying to achieve. Suggestions welcome! Thanks, Sam ___ 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] Upgraded to 3.6.6 and superuser functionality missing
Karl, Now see if the Id number is disabled in the PRINCIPALS Tables. Kenn LBNL On 2/19/2008 12:39 PM, Karl Boyken wrote: Kenn, is this what you mean? mysql select * from Groups where Description='ACL equiv. for user 12'; ++-+++---+--+ | id | Name| Description| Domain | Type | Instance | ++-+++---+--+ | 13 | User 12 | ACL equiv. for user 12 | ACLEquivalence | UserEquiv | 12 | ++-+++---+--+ 1 row in set (0.01 sec) Karl Kenneth Crocker wrote: Karl, What do you get from the GROUPS table? There could be an equivilancy ID for that userID. Kenn LBNL On 2/19/2008 11:30 AM, Karl Boyken wrote: One additional bit of info: When I run the Perl code from Wiki that's supposed to restore superuser, I get Principal 12 not found. root has id 12 in the Users table. Here's the Perl code: /usr/bin/perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; my $u=RT::User-new($RT::SystemUser); $u-Load(root); ($val,$msg) = $u-PrincipalObj-GrantRight(Object= $RT::System, Right = SuperUser); print $msg\n' In mysql, a select * from Principals where id='12'; yields an entry for root: ++---+--+--+ | id | PrincipalType | ObjectId | Disabled | ++---+--+--+ | 12 | User | 12 |0 | ++---+--+--+ Karl ___ 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] Downloading query results to spreadsheet
Stephen Todd, I copied the Results.html file from /share/html/Search/ to /local/html/Search/. Then I made the changes to /local/html/Search/Results.html (one line for the spreadsheet link. I also removed the code at the end of the line for RSS and Offline) and then I added the new file SearchResults.tsv to /local/html/Search/ (with latest changes commented at the bottom). When I selected the spreadsheet link from my search results page, I got the message The requested URL /Search/ScreenResults.tsv was not found on this server. What am I missing? Kenn LBNL On 2/19/2008 10:28 AM, Stephen Turner wrote: At Tuesday 2/19/2008 12:53 PM, Kenneth Crocker wrote: Stephen, thanks. I'm definitely going to look at it. I had modified the default set of columns in my local directory for this very purpose. It seems a waste of time to have to delete any unwanted columns one at a time and then to have them show up anyway in a downloaded result. Oh well, that's why we have the user group, huh? Kenn LBNL Kenn, The extension Todd mentioned looks as though it may have been based on my original code (on the wiki) - so it's probably better to go with that one, especially if it's going to be brought into the core product. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Approvals for resolved tickets?
Samuel,
I forgot; select Notify CC's.
Kenn
On 2/19/2008 3:19 PM, Kenneth Crocker wrote:
Samuel,
I would create a Billing Group and put the appropriate UserIDs in that
group (primary person and backup?). Then, add that group as a CC
Watcher for every Queue you want this group to be notified from on
resolved tickets. Then go to Configuration-Queues-Templates and select
New Template. Create a new Template called Billing Resolved. In that
template, make it say what you want and include various ticket info. An
example is below:
Subject: Request Titled: {$Ticket-Subject} has been resolved!
This ticket has been resolved. DO NOT reply to this message!
-
TICKET INFORMATION:
Ticket Queue : {$Ticket-QueueObj-Name}
Ticket Number : {$Ticket-Id}
Ticket Subject: {$Ticket-Subject}
Ticket Description:
{
return $Ticket-FirstCustomFieldValue('Description');
}
Ticket Priority is: {$Ticket-Priority}
Ticket Created by: {$Ticket-CreatorObj-Name}
Ticket Created on: {substr($Ticket-Created, 0, 10)}
Ticket Owned by: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
QA Approved on: N/A
QA Approved by: N/A
Migratedon: {substr($Ticket-Resolved, 0, 10)}
Migratedby: {$Ticket-LastUpdatedByObj-Name}
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
else
{
$Resolution_Comment = No comment.
}
return $Resolution_Comment;
}
-
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
You have to determine what that info is. Then go to
Configuration-Queues-Scrips and create a new scrip named Notify
Billing on Resolved and specify condition as OnResolve and select the
Billing Resolved template and there you go. Hope this helps.
Kenn
LBNL
On 2/19/2008 2:04 PM, Samuel P. Howard wrote:
Hi Kenn,
At this point, we aren't using Approvals at all, so the answer about ANY
ticket is sorta ... we do have a few queues that we don't want to know
about ... we have other partners using queues in our RT implementation,
so we'd probably have to do a user defined condition, I suppose.
I guess one of our questions was, can the Approvals feature be used for
the end of a ticket's life (onResolve), rather than the beginning
(onCreate)?
Also, just doing an onResolve scrip, I didn't see an easy way to send
the response output (template, et al) to a specific user (who is not in
the AdminCC or any other list associated with the ticket) ... is there a
good example somewhere I could borrow from?
Thanks,
Sam
Kenneth Crocker wrote:
Samuel,
Do you want to alert billing to ANY ticket that gets resolved,
regardless if it was in the Approvals queue or not? if so, a simple
scrip with the onResolve condition would do it. However, if you have
other conditions you want considered, you will need to make that
condition User-defined and put in your specific perl code for your
other conditions. You could also create a special template for this
particular notification which would include the pertinent ticket info
so that person wouldn't have to go to RT and hunt up the ticket, etc.
Kenn
LBNL
On 2/19/2008 9:47 AM, Samuel P. Howard wrote:
Hi.
In order to help our billing person, I am trying to find a way to
alert her when a ticket gets resolved. I've come up with a few
options, and would like some thoughts, opinions, suggestions, etc:
1 - Write a custom scrip that e-mails her upon Status - Resolved
2 - Try to convince the Approvals feature to work on Ticket Resolved,
not Ticket Created
From these, the pros and cons so far:
1:
pros: should be pretty easy to implment
cons: piles of e-mail in her inbox
cons: the data is outside of RT, so hard for someone else to step
in if she goes on vacation, gets sick, etc
2:
pros: if it can be done, it should give a nice view via RT (single
location to go to for the data)
cons: can Approvals be convinced to work on Status-Resolved?
Right now, we have a custom field that is used in a report to find
tickets that have not yet been billed, but there are a few problems
with this.
1 - no timely notification (i.e. she has to run the report daily and
try to figure out what's different to review each
