Re: [rt-users] Dropdown lists for users only show 'Nobody'
On Tue, Apr 29, 2008 at 05:27:16PM +0200, Quentin Garnier wrote: Hi, I'm currently in the process of upgrading our RT installation from 3.4.6 to 3.6.6, and while most of it went ok, I am faced with the weird issue mentioned in the subject. If I set IncludeSystemRights to 0, or at least comment its use in Users_Overlay.pm's _GetEquivObjects, I get the list of users I expect (would it be for the Reminder box, or the Owner box in the People page, both use the same underlying element). I'm guessing it works in an out-of-the-box installation of RT, so it has to be something with our database. Does anyone have an idea what we could have screwed up over time in our database so that setting IncludeSystemRights actually prevents users from being listed in the context of html/Elements/SelectOwner? This problem is generally fixed by upgrading DBIx::SearchBuilder to the version mensionned in make testdeps. ___ 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] Spreeadsheet, utf-8 and ms excel
On Thu, May 01, 2008 at 08:29:36PM +0200, Mailing List SVR wrote: It seems that Excel doesn't use the charset header, it always import the file as Windows-1252 (on Windows). The only solution I found is to export as html entity. I tested the solution proposed here (export as html entity) and it works: http://www.listsearch.com/Lasso/Thread/index.lasso?16733 I would like some help to do this inside request tracker, I also wrote this as a workaround: http://search.cpan.org/dist/RT-Extension-SearchResults-XLS/ ___ 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] How to join two RT tables in perl?
'Aloha!
In my standalone program I would like to do a join on the tables
Transactions and Users in order to add Users.Name to my print
out. (and not just the user number)
But I somehow lost track while trying to figure out how it is done
in the RT code itself.
Below is a boiled down demo program which fails in the second
last line, which is somehow expected.
RT::Transaction::Name Unimplemented in main. (./Join-demo-2 line 31)
Perhaps somebody can help me in the right direction.
--
/Morten %-)
#!/usr/bin/perl
package RT;
our $DatabaseType = 'mysql';
our $DatabaseUser = 'rtuser';
our $DatabasePassword = 'wibble';
our $DatabaseName = 'rtdb';
package main;
use strict;
use warnings;
use lib '/usr/share/request-tracker3.6/lib';
use RT;
use RT::Transactions;
RT::Init();
my $CurrentUser = RT::CurrentUser-new('cust-12345');
my $t = new RT::Transactions($CurrentUser);
$t-LimitToTicket(1);
my $u = $t-NewAlias('Users');
$t-Join(ALIAS1 = 'main',
FIELD1 = 'Creator',
ALIAS2 = $u,
FIELD2 = 'id');
while (my $row = $t-Next)
{
printf id:%s, CreatorId:%s, Name:%s\n, $row-id, $row-Creator,
$row-Name;
}
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Re: [rt-users] How to join two RT tables in perl?
use
$row-CreatorObj-Name;
as far as I can see you don't need join which is for limits, not for access.
On Mon, May 5, 2008 at 5:09 PM, Morten Guldager
[EMAIL PROTECTED] wrote:
'Aloha!
In my standalone program I would like to do a join on the tables
Transactions and Users in order to add Users.Name to my print
out. (and not just the user number)
But I somehow lost track while trying to figure out how it is done
in the RT code itself.
Below is a boiled down demo program which fails in the second
last line, which is somehow expected.
RT::Transaction::Name Unimplemented in main. (./Join-demo-2 line 31)
Perhaps somebody can help me in the right direction.
--
/Morten %-)
#!/usr/bin/perl
package RT;
our $DatabaseType = 'mysql';
our $DatabaseUser = 'rtuser';
our $DatabasePassword = 'wibble';
our $DatabaseName = 'rtdb';
package main;
use strict;
use warnings;
use lib '/usr/share/request-tracker3.6/lib';
use RT;
use RT::Transactions;
RT::Init();
my $CurrentUser = RT::CurrentUser-new('cust-12345');
my $t = new RT::Transactions($CurrentUser);
$t-LimitToTicket(1);
my $u = $t-NewAlias('Users');
$t-Join(ALIAS1 = 'main',
FIELD1 = 'Creator',
ALIAS2 = $u,
FIELD2 = 'id');
while (my $row = $t-Next)
{
printf id:%s, CreatorId:%s, Name:%s\n, $row-id, $row-Creator,
$row-Name;
}
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--
Best regards, Ruslan.
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[rt-users] Problems with RT, cannot access interface !
error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1109] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1042] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1220] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1109 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1042 /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:1220 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 raw error https://rt.protus.org/#raw#raw How do I remove this asset tracket as we don't even use it Tahks Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp http://www.myfax.com image001.gif___ 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] Link issues in the Tickets section (ie: static search)
How do you make those changes? In which file? Nelson Pereira Telecom Network Admin Protus IP Solutions Inc. 2379 Holly Lane, Suite 210 Ottawa, Ontario Canada K1V 7P2 www.protus.com [EMAIL PROTECTED] [t] 888.733. x 528 [p] 613.733. x 528 [f] 613.822.5083 Protus IP Solutions -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Friday, May 02, 2008 6:02 PM To: Nelson Pereira Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, I don't think you want the extra / at the end of RT::WebURL https://rt.protus.org//;. I'd drop it to just 1 /. I'd also drop the extra / at the front of your HREF=//Ticket. I think it should be HREF=/Ticket/ Make those two changes and try it again. Kenn LBNL On 5/2/2008 12:17 PM, Nelson Pereira wrote: RT::DefaultSearchResultFormat 'BA HREF=//Ticket/Display.html?id=__idid__/a/B/TITLE:#', 'BA HREF=//Ticket/Display.html?id=__idSubject__/a/B/TITLE:Subject ', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', 'small__Requestors__/small', 'small__CreatedRelative__/small', 'small__ToldRelative__/small', 'small__LastUpdatedRelative__/small', 'small__TimeLeft__/small' RT::WebBaseURL https://rt.protus.org RT::WebURL https://rt.protus.org// Nelson Pereira -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, May 01, 2008 3:30 PM To: Nelson Pereira Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, Navigate to Configuration-Tools-System Configuration and tell me what you have for: RT::DefaultSearchResultFormat RT::WebBaseURL RT::WebURL I believe it is one or more of those guys. Kenn LBNL On 5/1/2008 9:54 AM, Nelson Pereira wrote: Which one could it be? Ive went through my rt site config an all seems correct. Nelson Pereira Telecom Network Admin Protus IP Solutions Inc. 2379 Holly Lane, Suite 210 Ottawa, Ontario Canada K1V 7P2 www.protus.com [EMAIL PROTECTED] [t] 888.733. x 528 [p] 613.733. x 528 [f] 613.822.5083 Protus IP Solutions -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, May 01, 2008 12:31 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, I'm not sure because I'm not seeing everything, but it sounds like one or more of your Config settings is wrong. Kenn LBNL On 5/1/2008 8:29 AM, Nelson Pereira wrote: Anyone have an idea about the issue I am having? Nelson *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Nelson Pereira *Sent:* Tuesday, April 29, 2008 2:52 PM *To:* rt-users@lists.bestpractical.com *Subject:* [rt-users] Link issues in the Tickets section (ie: static search) Hi all, I've noticed a problem that I'm unsure when it actually started. When you click on the Tickets link (https://domain.com/Search/Build.html) at the top of the page in RT at a glance, When you click on one of the tickets that show up, the link is wrong, hence brings you to a page cannot be displayed. The link looks like this: https://ticket/Display.html?id=143 When it should look like this: https://domain.com/Ticket/Display.html?id=143 Notice the host part missing and the t is suppose to be Capitalized. Anyone can tell me how I can fix this? This seams to be an issue with the search I think or something. *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com http://www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp www.MyFax.com http://www.myfax.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] Spreeadsheet, utf-8 and ms excel
Il giorno lun, 05/05/2008 alle 10.45 +0200, Emmanuel Lacour ha scritto: On Thu, May 01, 2008 at 08:29:36PM +0200, Mailing List SVR wrote: It seems that Excel doesn't use the charset header, it always import the file as Windows-1252 (on Windows). The only solution I found is to export as html entity. I tested the solution proposed here (export as html entity) and it works: http://www.listsearch.com/Lasso/Thread/index.lasso?16733 I would like some help to do this inside request tracker, I also wrote this as a workaround: http://search.cpan.org/dist/RT-Extension-SearchResults-XLS/ Thanks Emmanuel, when I do perl Makefile.pl i get the following error: include /usr/local/src/RT-Extension-SearchResults-XLS/inc/Module/Install.pm Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 88. what prerequisite modules I have to install? ___ 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] Spreeadsheet, utf-8 and ms excel
Il giorno lun, 05/05/2008 alle 16.20 +0200, Emmanuel Lacour ha scritto: On Mon, May 05, 2008 at 12:53:30PM +0200, Mailing List SVR wrote: http://search.cpan.org/dist/RT-Extension-SearchResults-XLS/ Thanks Emmanuel, when I do perl Makefile.pl i get the following error: include /usr/local/src/RT-Extension-SearchResults-XLS/inc/Module/Install.pm Cannot autoload main - main::AUTOLOAD at inc/Module/Install.pm line 88. Can you try this new release: ftp://pause.perl.org/incoming/RT-Extension-SearchResults-XLS-0.02.tar.gz I've upgraded the old version of Module::Install I used which should fix this problem (mismatch between Module::Install versions). Thanks!! It works just fine, I need to install spreedsheet-excel perl module too, and then change the spreedsheet link to Results.xls, regards Nicola ___ 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] Spreeadsheet, utf-8 and ms excel
On Mon, May 05, 2008 at 05:37:50PM +0200, Mailing List SVR wrote: Thanks!! You're welcome. It works just fine, I need to install spreedsheet-excel perl module too, and then change Of course, CPAN should telled you this dependency. the spreedsheet link to Results.xls, Yes, this is an extension so it doesn't replace the tsv export, but as you did, you can easily replace it. ___ 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 3.6.3; how to have queue-specific scrip override global?
Hi Maurice, If the global scrip is one that sends e-mail and you just want the to send a different e-mail, you can create a template of the same name in your queue. Unlike scrips, queue templates override global templates of the same name. If the global scrip doesn't send e-mail (like On Correspond Open Tickets with template Blank) then you can change the condition of the global scrip to User Defined and then put the same condition into the Custom Condition area, but with an additional check for the queue you want to ignore. This should work fine for a single queue, but it could become very ugly to maintain when you start add queues to your list of ones that particular scrips shouldn't apply to. I ended up disabling all global scrips and putting what I needed in each queue. A nice feature for global scrips would be a way of disabling them for specific queues - an exceptions list maybe. Regards, Gene At 05:17 PM 5/2/2008, Maurice Chung wrote: Hello, We have a queue-specific scrip that we'd like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/ but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this? Looked through the RT Wiki pages on scrips but no dice =) Thanks all - maurice -- 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] RT 3.6.3; how to have queue-specific scrip override global?
Maurice, If the code you want to override is some user-defined perl, then put it in the template and that way RT will override any global template with a queue-defined template of the same name. Gene uses templates to execute a great deal of user-defined code and it works great. That way, the global scrip stays, the global template stays, but at the queue level, the code in the queue-defined template (same name as global) will override the code in the global template. Just another way to skin the cat. Kenn LBNL On 5/2/2008 5:17 PM, Maurice Chung wrote: Hello, We have a queue-specific scrip that we'd like to override a global scrip with the same conditions; I found this patch: http://page.mi.fu-berlin.de/pape/rt3screenshots/ but was wondering if there was a way in RT (ver. 3.6.3) that I am not aware of, of doing this? Looked through the RT Wiki pages on scrips but no dice =) Thanks all - maurice -- Maurice Chung JrSysAdmin iParadigms, LLC - developers of Turnitin and iThenticate 1624 Franklin Street, 7th Floor Oakland, CA 94612 p +1.510.287.9720 x309 f +1.510.444.1952 e [EMAIL PROTECTED] iParadigms, LLC is committed to developing standard-setting, internet-based tools that protect intellectual property, promote academic and corporate integrity, and improve overall client productivity. The information contained in this message may be privileged and confidential and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify the sender immediately by replying to the message and deleting it from your computer. ___ 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] Rép. :Re: CF - Select values rights
Horst, I'm sorry. It wasn't clear to me when you stated change the value if you meant within a ticket or in the definition. To change the value in the definition, you have to grant the AdminCustomField to the appropriate group. To modify values for a CF in a ticket, ModifyCustomField. We only allow our System Admin group to have the AdminCustomField rights for global CFs. For a CF that is for a specific queue, we grant that right to the Technical support group only. I'm not familiar with your infrastructure, so I don't know what else I can tell you. Hope this helps. Kenn LBNL On 5/5/2008 12:09 AM, Horst Kriegers wrote: Kenn, Thanks four your answer. CF are for specific queues and specific group and I have defined the appropriate rights. But what I wish, is to give the right to only add or remove values and not to change others properties like the Name, Description, Type, Applies to, Validation, Link values to and Include page. Is this possible ? Horst Le Vendredi, 2. Mai 2008 à 20:13, Kenneth Crocker [EMAIL PROTECTED] a écrit : Horst, What other rights do those users have and are they Global rights or for a specific queue? Are they rights granted to individual users or user only in a certain group? Is the CF applied to ALL queues or just that specific one? Normally, one would have to go to Configuration-Custom Field-Group Rights and grant the appropriate rights to the correct group or user, depending on how your infrastructure is set up, but you didn't specify whether you grant rights to users individually, globally or only in groups. That would help. Kenn LBNL On 5/1/2008 11:18 PM, Horst Kriegers wrote: I need to give some users the right to only add/remove values for a select one from many custom field. It is possible ? What are the rights which must be defined ? Thanks for your help. Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. ___ The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ 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 ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. ___ The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ 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] Link issues in the Tickets section (ie: static search)
Nelson, Get into a unix session on your RT server (make sure you have the appropriate privileges), The navigate to the directory where the RT_SiteConfog.pm file exists and make your changes there. You should be familiar with it, as you must have already made some changes for your use of LDAP, etc. You will fins the entries there. Kenn LBNL On 5/5/2008 7:13 AM, Nelson Pereira wrote: How do you make those changes? In which file? Nelson Pereira Telecom Network Admin Protus IP Solutions Inc. 2379 Holly Lane, Suite 210 Ottawa, Ontario Canada K1V 7P2 www.protus.com [EMAIL PROTECTED] [t] 888.733. x 528 [p] 613.733. x 528 [f] 613.822.5083 Protus IP Solutions -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Friday, May 02, 2008 6:02 PM To: Nelson Pereira Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, I don't think you want the extra / at the end of RT::WebURL https://rt.protus.org//;. I'd drop it to just 1 /. I'd also drop the extra / at the front of your HREF=//Ticket. I think it should be HREF=/Ticket/ Make those two changes and try it again. Kenn LBNL On 5/2/2008 12:17 PM, Nelson Pereira wrote: RT::DefaultSearchResultFormat 'BA HREF=//Ticket/Display.html?id=__idid__/a/B/TITLE:#', 'BA HREF=//Ticket/Display.html?id=__idSubject__/a/B/TITLE:Subject ', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', 'small__Requestors__/small', 'small__CreatedRelative__/small', 'small__ToldRelative__/small', 'small__LastUpdatedRelative__/small', 'small__TimeLeft__/small' RT::WebBaseURL https://rt.protus.org RT::WebURL https://rt.protus.org// Nelson Pereira -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, May 01, 2008 3:30 PM To: Nelson Pereira Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, Navigate to Configuration-Tools-System Configuration and tell me what you have for: RT::DefaultSearchResultFormat RT::WebBaseURL RT::WebURL I believe it is one or more of those guys. Kenn LBNL On 5/1/2008 9:54 AM, Nelson Pereira wrote: Which one could it be? Ive went through my rt site config an all seems correct. Nelson Pereira Telecom Network Admin Protus IP Solutions Inc. 2379 Holly Lane, Suite 210 Ottawa, Ontario Canada K1V 7P2 www.protus.com [EMAIL PROTECTED] [t] 888.733. x 528 [p] 613.733. x 528 [f] 613.822.5083 Protus IP Solutions -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, May 01, 2008 12:31 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, I'm not sure because I'm not seeing everything, but it sounds like one or more of your Config settings is wrong. Kenn LBNL On 5/1/2008 8:29 AM, Nelson Pereira wrote: Anyone have an idea about the issue I am having? Nelson *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Nelson Pereira *Sent:* Tuesday, April 29, 2008 2:52 PM *To:* rt-users@lists.bestpractical.com *Subject:* [rt-users] Link issues in the Tickets section (ie: static search) Hi all, I've noticed a problem that I'm unsure when it actually started. When you click on the Tickets link (https://domain.com/Search/Build.html) at the top of the page in RT at a glance, When you click on one of the tickets that show up, the link is wrong, hence brings you to a page cannot be displayed. The link looks like this: https://ticket/Display.html?id=143 When it should look like this: https://domain.com/Ticket/Display.html?id=143 Notice the host part missing and the t is suppose to be Capitalized. Anyone can tell me how I can fix this? This seams to be an issue with the search I think or something. *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com http://www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp www.MyFax.com http://www.myfax.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] Link issues in the Tickets section (ie: static search)
I seem to have fixed the issue by changing the WebPath to: Set($WebPath , ); Also brought the Set ($DefaultSearchResultFormat To the RT_SiteConfig.pm Thanks Ken... again LOL Nelson Pereira Telecom Network Admin Protus IP Solutions Inc. 2379 Holly Lane, Suite 210 Ottawa, Ontario Canada K1V 7P2 www.protus.com [EMAIL PROTECTED] [t] 888.733. x 528 [p] 613.733. x 528 [f] 613.822.5083 Protus IP Solutions -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, May 05, 2008 12:55 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, Get into a unix session on your RT server (make sure you have the appropriate privileges), The navigate to the directory where the RT_SiteConfog.pm file exists and make your changes there. You should be familiar with it, as you must have already made some changes for your use of LDAP, etc. You will fins the entries there. Kenn LBNL On 5/5/2008 7:13 AM, Nelson Pereira wrote: How do you make those changes? In which file? Nelson Pereira Telecom Network Admin Protus IP Solutions Inc. 2379 Holly Lane, Suite 210 Ottawa, Ontario Canada K1V 7P2 www.protus.com [EMAIL PROTECTED] [t] 888.733. x 528 [p] 613.733. x 528 [f] 613.822.5083 Protus IP Solutions -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Friday, May 02, 2008 6:02 PM To: Nelson Pereira Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, I don't think you want the extra / at the end of RT::WebURL https://rt.protus.org//;. I'd drop it to just 1 /. I'd also drop the extra / at the front of your HREF=//Ticket. I think it should be HREF=/Ticket/ Make those two changes and try it again. Kenn LBNL On 5/2/2008 12:17 PM, Nelson Pereira wrote: RT::DefaultSearchResultFormat 'BA HREF=//Ticket/Display.html?id=__idid__/a/B/TITLE:#', 'BA HREF=//Ticket/Display.html?id=__idSubject__/a/B/TITLE:Subject ', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', 'small__Requestors__/small', 'small__CreatedRelative__/small', 'small__ToldRelative__/small', 'small__LastUpdatedRelative__/small', 'small__TimeLeft__/small' RT::WebBaseURL https://rt.protus.org RT::WebURL https://rt.protus.org// Nelson Pereira -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, May 01, 2008 3:30 PM To: Nelson Pereira Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, Navigate to Configuration-Tools-System Configuration and tell me what you have for: RT::DefaultSearchResultFormat RT::WebBaseURL RT::WebURL I believe it is one or more of those guys. Kenn LBNL On 5/1/2008 9:54 AM, Nelson Pereira wrote: Which one could it be? Ive went through my rt site config an all seems correct. Nelson Pereira Telecom Network Admin Protus IP Solutions Inc. 2379 Holly Lane, Suite 210 Ottawa, Ontario Canada K1V 7P2 www.protus.com [EMAIL PROTECTED] [t] 888.733. x 528 [p] 613.733. x 528 [f] 613.822.5083 Protus IP Solutions -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, May 01, 2008 12:31 PM To: Nelson Pereira Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Link issues in the Tickets section (ie: static search) Nelson, I'm not sure because I'm not seeing everything, but it sounds like one or more of your Config settings is wrong. Kenn LBNL On 5/1/2008 8:29 AM, Nelson Pereira wrote: Anyone have an idea about the issue I am having? Nelson *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Nelson Pereira *Sent:* Tuesday, April 29, 2008 2:52 PM *To:* rt-users@lists.bestpractical.com *Subject:* [rt-users] Link issues in the Tickets section (ie: static search) Hi all, I've noticed a problem that I'm unsure when it actually started. When you click on the Tickets link (https://domain.com/Search/Build.html) at the top of the page in RT at a glance, When you click on one of the tickets that show up, the link is wrong, hence brings you to a page cannot be displayed. The link looks like this: https://ticket/Display.html?id=143 When it should look like this: https://domain.com/Ticket/Display.html?id=143 Notice the host part missing and the t is suppose to be Capitalized. Anyone can tell me how I can fix this? This seams to be an issue with the search I think or something. *Nelson Pereira* Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] phone: 613.733. ext.528
[rt-users] Send last message/comment from ticket to requestor on resolve
Hi, Wondering how to do this: When I resolve a ticket, I want RT to send the message I put in the resolve to the requestor, and not the default as per our records Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp http://www.myfax.com image001.gif___ 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] Send last message/comment from ticket to requestor on resolve
Nelson,
Here's how I include the resolver's message with our standard resolved
blurb. This is my (slightly modified) template for OnResolve. The guts of
what you want to do is that I grab the last correspondence, compare it to
the last outgoing e-mail (don't include it if they're the same), then see
if it's incoming e-mail (don't include it if so). If it passes those
tests, then I include it in my standard blurb to the requestor. There are
probably cleaner ways to do this, but I'm using this in production and it
works.
Regards,
Gene
= start of template contents
{ ### Tells user that ticket has been resolved
my $MyName = Template 28 (Resolved);
#$RT::Logger-debug($MyName (. $Transaction-Id . ) entered.);
my $FromAddress = 'RT Requests [EMAIL PROTECTED]';
my $ContactAddress = '[EMAIL PROTECTED]';
my $OwnerName = $Ticket-OwnerObj-RealName;
my $c_content;
my $e_content;
my $have_rmks;
my $remarks;
### We won't include a comment if...
### - Last outgoing email content eq last correspond content (this means
### that the content was already sent in an e-mail)
### - Last correspond attachment headers =~ /^Received/ (this means that
### the correspond was an incoming e-mail)
### Get last Correspond
my $Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CorrespondObj = $Transactions-First;
if ($CorrespondObj $CorrespondObj-Id) {
$c_content = $CorrespondObj-Content;
chomp $c_content;
$have_rmks = !$CorrespondObj-Attachments-First-GetHeader('Received');
#$RT::Logger-debug($MyName: found correspondence: '$_content') if
$have_rmks;
}
### Get last outgoing e-mail
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'EmailRecord' );
$Transactions-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $EmailObj = $Transactions-First;
if ($EmailObj $EmailObj-Id) {
$e_content = $EmailObj-Content;
chomp $e_content;
if ($c_content) {
$have_rmks = 0 if $e_content eq $c_content;
$have_rmks = 0 if $EmailObj-Id $CorrespondObj-Id;
}
}
use Mail::Address;
my $Cc = '';
my $Bcc = '';
if ( $have_rmks ) {
my $attachment = $CorrespondObj-Attachments-First;
my @cc_addrs = Mail::Address-parse($attachment-GetHeader('RT-Send-Cc'));
my @bcc_addrs =
Mail::Address-parse($attachment-GetHeader('RT-Send-Bcc'));
foreach my $addr ( @cc_addrs ) {
$Cc .= $addr-address . , ;
}
$Cc .= $Ticket-QueueObj-Cc-MemberEmailAddressesAsString;
$Cc =~ s/, $//;
foreach my $addr ( @bcc_addrs ) {
$Bcc .= $addr-address . , ;
}
$Bcc .= $Ticket-QueueObj-AdminCc-MemberEmailAddressesAsString;
$Bcc =~ s/, $//;
}
### Set the remarks if applicable
if ($have_rmks) {
$remarks =
Comments:
$c_content
;
#$RT::Logger-debug($MyName: going to send comments: $remarks);
}
my $AddressGroup = From: $FromAddress;
$AddressGroup .= \nCc: $Cc if $Cc;
$AddressGroup .= \nBcc: $Bcc if $Bcc;
$OUT = $AddressGroup
Subject: Action completed for your request
The ticket that was opened for your request has been resolved by
$OwnerName. If you have any questions about this, you can contact us at
$ContactAddress.
$remarks
Regards,
The IT Staff;
}
= end of template contents
At 10:42 AM 5/5/2008, Nelson Pereira wrote:
Content-Class: urn:content-classes:message
Content-Type: multipart/related; type=multipart/alternative;
boundary=_=_NextPart_001_01C8AED7.61321FB3
Hi,
Wondering how to do this:
When I resolve a ticket, I want RT to send the message I put in the
resolve to the requestor, and not the default as per our records
.
Nelson Pereira
Senior Network Administrator
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University ___
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Re: [rt-users] Send last message/comment from ticket to requestor on resolve
Nelson,
We created our own template and put the following code in it:
#MAKE SURE YOUR TEMPLATE HAS A BLANK LINE AFTER THE Subject: LINE!!!
Subject: Request Titled: {$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: {$Ticket-Subject}
Ticket Description:
{$Ticket-FirstCustomFieldValue('Description')}
Ticket Priority is: {$Ticket-Priority}
Ticket Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
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: {$Ticket-FirstCustomFieldValue('QA Approval Date')}
QA Approved by: {$Ticket-FirstCustomFieldValue('QA Approver')}
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}
Of course, you will certainly not have the same CF's in your tickets
and we use the Comment not the reply to insert into the template. But
I think this will give you an idea on how to do this. Hope this helps.
Kenn
LBNL
On 5/5/2008 10:42 AM, Nelson Pereira wrote:
Hi,
Wondering how to do this:
When I resolve a ticket, I want RT to send the message I put in the
resolve to the requestor, and not the default “as per our records….”
*Nelson Pereira*
Senior Network Administrator
Protus IP Solutions Inc.
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
phone: 613.733. ext.528
MyFax: 613.822.5083
www.myfax.com http://www.myfax.com
Refer your friends and colleagues to MyFax!
Click here for more information.
http://www.myfax.com/referral_program.asp
www.MyFax.com http://www.myfax.com
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Re: [rt-users] Send last message/comment from ticket to requestor on resolve
At Monday 5/5/2008 01:42 PM, Nelson Pereira wrote: Hi, Wondering how to do this: When I resolve a ticket, I want RT to send the message I put in the resolve to the requestor, and not the default as per our records . Disable the On resolve notify Requestors scrip, and resolve tickets by adding a reply changing the status. The Mason code can be changed so that when you use the Resolve link, the Update type is set to Reply rather than Comment. Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to join two RT tables in perl?
Ah thanks, works very well on the Creator column.
But it does not work on OldValue and NewValue. They change
type of content all the time. And some times they even contains
real data.
Which piece of secret magic do I need this time?
/Morten %-)
On Mon, May 5, 2008 at 3:19 PM, Ruslan Zakirov [EMAIL PROTECTED]
wrote:
use
$row-CreatorObj-Name;
as far as I can see you don't need join which is for limits, not for
access.
On Mon, May 5, 2008 at 5:09 PM, Morten Guldager
[EMAIL PROTECTED] wrote:
'Aloha!
In my standalone program I would like to do a join on the tables
Transactions and Users in order to add Users.Name to my print
out. (and not just the user number)
But I somehow lost track while trying to figure out how it is done
in the RT code itself.
Below is a boiled down demo program which fails in the second
last line, which is somehow expected.
RT::Transaction::Name Unimplemented in main. (./Join-demo-2 line 31)
Perhaps somebody can help me in the right direction.
--
/Morten %-)
#!/usr/bin/perl
package RT;
our $DatabaseType = 'mysql';
our $DatabaseUser = 'rtuser';
our $DatabasePassword = 'wibble';
our $DatabaseName = 'rtdb';
package main;
use strict;
use warnings;
use lib '/usr/share/request-tracker3.6/lib';
use RT;
use RT::Transactions;
RT::Init();
my $CurrentUser = RT::CurrentUser-new('cust-12345');
my $t = new RT::Transactions($CurrentUser);
$t-LimitToTicket(1);
my $u = $t-NewAlias('Users');
$t-Join(ALIAS1 = 'main',
FIELD1 = 'Creator',
ALIAS2 = $u,
FIELD2 = 'id');
while (my $row = $t-Next)
{
printf id:%s, CreatorId:%s, Name:%s\n, $row-id, $row-Creator,
$row-Name;
}
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[rt-users] RT and SSL
Trying to get this to work. Got the website to work, but now having trouble with the mailgate. When I try: cat /root/test_ticket | /opt/rt3/bin/rt-mailgate --queue General --action correspond --url https://carrera.rmtc.fedex.com I get in the rt.log: [Mon May 5 19:42:06 2008] [error]: Could not record email: Could not load a valid user (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) I've tried using the old url (http://carrera.rmtc.fedex.com) and get: An Error Occurred = 301 Moved Permanently Instead of just in the rt.log... Any help would be appreciated. ___ 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] Custom Field Drop down
To all, I was wondering if anyone had created a Custom Field that was pre-filled with members of a group or list of users. What I want to do is create a CF that can either be pre-filled from members of an existing group or allow a drop-down selection of group members (from a list of groups) to be selected/added as initial values for the CF. This allows a ticket owner or Manager of a queue to choose a user (from the list of available user-names/values) to act as the person of interest for whatever function the CF stands for. It would offer tremendous flexibility for any RT installation that involves a lot of workflow functionality. 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
Re: [rt-users] How to join two RT tables in perl?
Depends on what you want to do?
On Mon, May 5, 2008 at 11:55 PM, Morten Guldager
[EMAIL PROTECTED] wrote:
Ah thanks, works very well on the Creator column.
But it does not work on OldValue and NewValue. They change
type of content all the time. And some times they even contains
real data.
Which piece of secret magic do I need this time?
/Morten %-)
On Mon, May 5, 2008 at 3:19 PM, Ruslan Zakirov [EMAIL PROTECTED]
wrote:
use
$row-CreatorObj-Name;
as far as I can see you don't need join which is for limits, not for
access.
On Mon, May 5, 2008 at 5:09 PM, Morten Guldager
[EMAIL PROTECTED] wrote:
'Aloha!
In my standalone program I would like to do a join on the tables
Transactions and Users in order to add Users.Name to my print
out. (and not just the user number)
But I somehow lost track while trying to figure out how it is done
in the RT code itself.
Below is a boiled down demo program which fails in the second
last line, which is somehow expected.
RT::Transaction::Name Unimplemented in main. (./Join-demo-2 line 31)
Perhaps somebody can help me in the right direction.
--
/Morten %-)
#!/usr/bin/perl
package RT;
our $DatabaseType = 'mysql';
our $DatabaseUser = 'rtuser';
our $DatabasePassword = 'wibble';
our $DatabaseName = 'rtdb';
package main;
use strict;
use warnings;
use lib '/usr/share/request-tracker3.6/lib';
use RT;
use RT::Transactions;
RT::Init();
my $CurrentUser = RT::CurrentUser-new('cust-12345');
my $t = new RT::Transactions($CurrentUser);
$t-LimitToTicket(1);
my $u = $t-NewAlias('Users');
$t-Join(ALIAS1 = 'main',
FIELD1 = 'Creator',
ALIAS2 = $u,
FIELD2 = 'id');
while (my $row = $t-Next)
{
printf id:%s, CreatorId:%s, Name:%s\n, $row-id, $row-Creator,
$row-Name;
}
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--
Best regards, Ruslan.
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Re: [rt-users] E-mail
Hi there, Would you mind posting your fetchmail configuration? -Matt On Sun, May 4, 2008 at 3:17 AM, IT GUY [EMAIL PROTECTED] wrote: Hello, My problem now is, when I reply with the Ticket ID as the subject, my message doesn't go where it is supposed to be going. Instead a new ticked is created which is not good. If any one replies with the Ticked ID as the subject, the message should go in as comment. Am I missing something. Or is there something wrong with my fetchmail. IT GUY Yogesh ___ 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] Issue resolving tickets in SelfService
Hello all!I've run into a minor annoyance in the SelfService interface of our RT 3.6.6 install at work. If an unprivileged requestor attempts to resolve an open ticket, the ticket will be set to "Resolved" but then re-open immediately due to their correspondence being added to the ticket *after* the ticket is resolved.(The rights assigned to the "Requestor" and "Unprivileged" groups in this queue are CreateTicket, ModifyTicket, ReplyToTicket, SeeQueue, and ShowTicket.)Here's an example of this behaviour, with the earliest transaction listed first:Tue Apr 29 11:50:28 2008 rt-testuser - Status changed from 'open' to 'resolved'Tue Apr 29 11:50:28 2008 rt-testuser - Correspondence added"resolution test... disregard..."Tue Apr 29 11:50:28 2008 RT_System - Status changed from 'resolved' to 'open'This differs from the behaviour of the full, privileged RT interface of the same install, in which correspondence from a SuperUser is added, THEN the status is changed. I don't seem to have any scrips in place that would cause this behaviour, and I've verified the same behaviour in a separate (more basic) RT 3.6.4 install.I don't wish to prevent correspondence from re-opening tickets, as it's rather useful to us, but I WOULD like to fix this behaviour in SelfService :)Does the hive mind have any ideas?Thanks for your time!-Matt___ 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] Custom Field Drop down
We use the Requestor Dropdown from the wiki. It uses JavaScript that could be modified to populate any custom field. It groups users by the Organization value in the user data, but you could modify the code to feed from a custom field in users I imagine. Aaron Sallade' Application Manager PTSO of Washington Shared Technology for Community Health (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, May 05, 2008 3:39 PM To: rt Users Subject: [rt-users] Custom Field Drop down To all, I was wondering if anyone had created a Custom Field that was pre-filled with members of a group or list of users. What I want to do is create a CF that can either be pre-filled from members of an existing group or allow a drop-down selection of group members (from a list of groups) to be selected/added as initial values for the CF. This allows a ticket owner or Manager of a queue to choose a user (from the list of available user-names/values) to act as the person of interest for whatever function the CF stands for. It would offer tremendous flexibility for any RT installation that involves a lot of workflow functionality. 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
