Re: [rt-users] Opinions requested: RT 3.8 typefaces
alpha Although the difference is very, very slight; mostly one of personal preference (I prefer the @ to extend below the baseline). Mozilla/5.0 (X11; U; Linux i686; en-US; rv:1.9.0.1) Gecko/2008072820 Firefox/3.0.1 On Ubuntu Hardy Heron, with the msttcorefonts package installed (provides the Arial TTF font, among others). The proper, standards-compliant way to do this, of course, is to specify 'font-family: sans-serif' and let the browser choose the one it (or the user) prefers. -- Espen Wiborg [EMAIL PROTECTED] - Veritas vos liberabit A mathematician is a device for turning coffee into theorems. -- P. Erdos ___ 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] DB entry encoding problem after upgrade
Hi rt-users, After upgrading from 3.6.6 to 3.8.1 every german umlaut in existing tickest is displayed incorrectly. Umlauts are displayed correctly if I create a new ticket so I asume there were some changes to the Decoder/Encoder (DB - Decoder/Encoder - Email/Web) since 3.6.6. To fix my DB encoding problem I would: - dump the affected rt tables (those needed for searching tickets, I don't care about the other tables) - decode them the old way - encode it the way it is now done - update the DB. Could you please give me a hint on the DB encoding used in 3.6.1 so I can properly decode the old DB entries? Is it correct that the current DB encoding is utf-8? Maybe the reason for my situation is that I did not install 3.8.1 from scratch, I upgraded from 3.6.6 to 3.8.1 by running make upgrade and extending the rt database by running rt-test-dependencies as suggestest by make upgrade. -- Christoph Szeppek ___ 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] HTML template correspondence (possible bug)
Jesse,
I'm not sure if the following should be reported as a bug in rt 3.8.1.
In my search for HTML response in correspondence messages I tried the
following that resulted in a stack trace.
My Perl skills are limited, so I might not see/do this correct. I tried
setting the 'Content-Type: text/html' in the Correspondence template.
I'm basing this idea on the following code in /lib/RT/Action/SendMail.pm
that should allow you to parse 'text/html' to $type.
# For security reasons, we only send out textual mails.
foreach my $part ( grep !$_-is_multipart, $MIMEObj-parts_DFS ) {
my $type = $part-mime_type || 'text/plain';
$type = 'text/plain' unless
RT::I18N::IsTextualContentType($type);
$part-head-mime_attr( Content-Type = $type );
$part-head-mime_attr( Content-Type.charset = 'utf-8' );
If I then check the IsTextualContentType function:
sub IsTextualContentType {
my $type = shift;
($type =~ m{^(?:text/(?:plain|html)|message/rfc822)\b}i) ? 1 : 0;
}
It should be able to return true on ContentType 'text/html'. RT however
generates a stack strace when opening Update.html and is not sending the
mail when submitted. If I remove the 'ContentType: text/html' line from
the Template all is ok and the system works normally again. See included
attachment for the stack trace
Regards,
Ton
From: Jesse Vincent [mailto:[EMAIL PROTECTED]
Sent: maandag 15 september 2008 17:00
To: Hoogstraten, Ton
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] HTML template correspondence
On Sep 15, 2008, at 9:56 AM, Hoogstraten, Ton wrote:
Hi Jesse,
I have a test conversion of our production setup running. I'm not
getting the responses in HTML if I type a message in richt text in the
editor. Am I missing a specific setting that needs to be enabled?
It's worth having a look at the message another user replied with. There
are still some nits. There may be a patch sitting in our RT that you'll
want to apply.
-jesse
Thank you,
Ton
From: Jesse Vincent [mailto:[EMAIL PROTECTED]
Sent: maandag 15 september 2008 15:52
To: Hoogstraten, Ton
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] HTML template correspondence
On Sep 15, 2008, at 9:48 AM, Hoogstraten, Ton wrote:
Hi,
I'm receiving requests from users if it is possible to have RT
correspond in HTML enabled mail messages instead of plain text. Is this
possible with RT? The idea is that they eventually would like to be able
to use the company logo in the mail.
As it happens, yes. RT 3.8 makes this possible :)
rt.stack
Description: rt.stack
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Re: [rt-users] DB entry encoding problem after upgrade
Hallo! ich empfehle die Lektuere der Datei UPGRADING.mysql (findet sich im RT tar-ball) Oder das lesen der Mailinglist Archive. Sollte sich das jetzt etwas nach RTFM anhoeren, dann .. Lieben Gruss! sven On Di, 2008-09-16 at 12:38 +0200, Christoph Szeppek wrote: Hi rt-users, After upgrading from 3.6.6 to 3.8.1 every german umlaut in existing tickest is displayed incorrectly. Umlauts are displayed correctly if I create a new ticket so I asume there were some changes to the Decoder/Encoder (DB - Decoder/Encoder - Email/Web) since 3.6.6. To fix my DB encoding problem I would: - dump the affected rt tables (those needed for searching tickets, I don't care about the other tables) - decode them the old way - encode it the way it is now done - update the DB. Could you please give me a hint on the DB encoding used in 3.6.1 so I can properly decode the old DB entries? Is it correct that the current DB encoding is utf-8? Maybe the reason for my situation is that I did not install 3.8.1 from scratch, I upgraded from 3.6.6 to 3.8.1 by running make upgrade and extending the rt database by running rt-test-dependencies as suggestest by make upgrade. ___ 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] No attachments when replying from the webinterface
Dear all, A coworker of mine noticed that replies don't contain attachments anymore since upgrading to rt-3.8.1 and after testing in my test instance I can't find where it is coming from. I upgraded from rt-3.6.6 to rt-3.8.1 and I'm using Oracle as a backend database. So I'm not bitten by the mysql update gone wrong. Attachments make it into the database fine but it looks like the mimeobject isn't build correctly. Make fixdeps finds everything OK. The following sequence is interesting: - /etc/init.d/apache2 stop - mv /opt/rt3 /opt/rt381 - mv /opt/rt366 /opt/rt3 - /etc/init.d/apache2 start - login into RT - send a reply and attach a config file - email arrives correctly WITH attachment. ??? Switch back and email arrives WITHOUT attachment. Conclusion from this is that it is in the code of rt-3.8.1 and NOT in the database since that is a constant factor. And yes my template Correspondence contains the line RT-Attach-Message: yes and contains 2 blank lines after the last (in this case one) header. Anyone seen this before? Thanks in advance, Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT::Queue::CustomFields deprecated?
Using the CustomFields method on a Queue object issues a deprecation warning. Why should this be? RT::Queue ISA RT::Record, which has a CustomFields method. So I would think RT::Queue::CustomFields would just silently call TicketCustomFields. I realize transaction custom fields complicate this in theory but not in common practice. -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
[rt-users] mem error
Hi I installed rt-3.8.1 on fedora 7 with 2Gb RAM I can login ok but when i try to go to different pages in RT I keep getting Out of memory! Callback called exit. Any ideas please BTW I am new to linux and RT thanks _ Get more out of the Web. Learn 10 hidden secrets of Windows Live. http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008___ 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] [admin] bestpractical.com - Sorry for the downtime
Just a heads up that bestpractical.com's web and email presence was offline for about 3 hours this morning, due to a RAID controller issue. We're in the process of restoring service now. Sorry for any inconvenience. -jesse ___ 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] moving from global scrips to per-queue scrips
At the moment, we have a set of global scrips that apply to all queues. We want to migrate to using per-queue scrips since many of the queues have different needs. Is there an easy way to take the existing global scrips and apply them to all queues (and then delete the global scrips)? ___ 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] Fresh install of RT 3.6.6 - admin leary of upgradeto 3.8.1
Todd, Check this link out. Great step by step tutorial for Centos. http://www.ptitov.net/2008/07/request-tracker-installation-o.html From: [EMAIL PROTECTED] To: [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Sent: Tue Sep 16 10:22:02 2008 Subject: Re: [rt-users] Fresh install of RT 3.6.6 - admin leary of upgradeto 3.8.1 Thanks for your response. Couple of thingsmy sysadmin is out to VMworld this week - so my project is just sitting still. I'm willing to give it a whirl myself - but I'm not great with CPAN or Pearl at any level. I've got VMware workstation 6 and am willing to put on any distro (CentOS is my preferred, RHEL, Ubuntu, Fedora, etc) and do a complete fresh install of 3.8.1. However - I need as close to step by step instructions as I can get and I find those severely lacking. I can get MySQL installed, Apache, etc. but customizing the install and building the images from source is not something I am adept at. Any links to a great spot to point for N00b insructions for RT 3.8.1 clean install? I know that seems to be a contradiction with this product whereas if I was installing Wordpress for example- it really is a 5 minute install and tons and tons of great documentation for 1st timers. RT seems to be in another world altogether. I'm fine with the CLI on Linux for 50% of what needs to be done - but like I mentioned - compiling apps is a bit dicey for me (I find myself particularly troubled when I run into errors and have no idea what they mean and where to go from there). Thanks, Todd Christensen On 9/15/2008 at 5:42 PM, in message [EMAIL PROTECTED], [EMAIL PROTECTED] wrote: Why not just install 3.8.1 from source on a test server (it's really not that hard and installing perl modules via yum or CPAN is not that complex), make copy of your database, and then upgrade the schema on that test database? That's the only way you can adequately do a POC. James Moseley Todd Christensen [EMAIL PROTECTED] To h.govrt-users@lists.bestpractical.com Sent by: cc rt-users-bounces@ lists.bestpractic Subject al.com[rt-users] Fresh install of RT 3.6.6 - admin leary of upgrade to 3.8.1 09/15/2008 05:52 PM Hello- I've used RT at another company (didn't set it up - was just a participant @ management level) and am trying to get it introduced here where I am now. The default linux distro is Suse linux of which one of my admins tried for a few hours to get RT 3.6.6 to install on Suse and finally gave up and did it on RHEL 5. He was really fed up with the lack of documentation - looked at the wiki and bestpractical.com and after not finding any RPM's was really reluctant to take the track in getting all the separate modules setup in Apache and Pearl. Needless to say - he did get RT 3.6.6 to work on RHEL (basic login screen - nothing customized or pretty). I had asked for 3.8.1 as I had seen all the big updates come out this summer. He basically won't budge from here as he finally found instructions and an RPM that someone put together that worked for RHEL and 3.6.6. He's really worried that the platform is really unstable and is sure that it will break if he goes forward to 3.8.1 and has said after looking that nobody is making the upgrade successful and getting to 3.8.1. My problem is that this is a proof of concept but I sold management in looking at it based off of what 3.8 looks like - not 3.6.6 as there has been a ton of updates to the GUI - etc. I spent some time today looking at what it takes to get it up and going and checking the wiki along with gossamer-threads and there isn't a clear method to get to 3.8.1. My experience with Open source has always been more straight forward than how I'm finding out how the backend of RT is put together. Lots of pearl modules, lots of CPAN which adds a lot of complexities. Is my POC project doomed? Is there a secret RT site that
Re: [rt-users] email sender not ticketowner in template correspondence
Hi Bertel,
It sounds like you want to use the Transaction Creator instead of the
Ticket Owner. Try using
$Transaction-CreatorObj-EmailAddress()
Gene
At 02:05 AM 9/16/2008, Alro Group wrote:
Hi all,
At this moment i have this template:
RT-Attach-Message: yes
Helpdesk Correspondent: {$Ticket-OwnerObj-EmailAddress} (Tel.:
{$Ticket-OwnerObj-WorkPhone})
{$Transaction-Content()}
--
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{$Ticket-OwnerObj-EmailAddress} gives me the email address of the
ticket owner, but I want to use the email address of the person who is
actually entering an answer.
Can someone help me with this?
Is there a list available online of variables I can use in the template
changer?
Best regards,
Bertel
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] moving from global scrips to per-queue scrips
Amy, I brought this up with Jesse, and he thought that you could simply update the scrips table in the DB with the new information. Check the archives for more detail. That is how we are going to approach this process here. Ken On Tue, Sep 16, 2008 at 12:25:28PM -0400, [EMAIL PROTECTED] wrote: At the moment, we have a set of global scrips that apply to all queues. We want to migrate to using per-queue scrips since many of the queues have different needs. Is there an easy way to take the existing global scrips and apply them to all queues (and then delete the global scrips)? ___ 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] No attachments when replying from the webinterface
Are you perhaps missing 'RT-Attach-Message: yes' at the top of your template? I think you need to have attachment sent from the web interface. Regards, Ton -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Joop Sent: dinsdag 16 september 2008 13:22 To: rt-users@lists.bestpractical.com Subject: [rt-users] No attachments when replying from the webinterface Dear all, A coworker of mine noticed that replies don't contain attachments anymore since upgrading to rt-3.8.1 and after testing in my test instance I can't find where it is coming from. I upgraded from rt-3.6.6 to rt-3.8.1 and I'm using Oracle as a backend database. So I'm not bitten by the mysql update gone wrong. Attachments make it into the database fine but it looks like the mimeobject isn't build correctly. Make fixdeps finds everything OK. The following sequence is interesting: - /etc/init.d/apache2 stop - mv /opt/rt3 /opt/rt381 - mv /opt/rt366 /opt/rt3 - /etc/init.d/apache2 start - login into RT - send a reply and attach a config file - email arrives correctly WITH attachment. ??? Switch back and email arrives WITHOUT attachment. Conclusion from this is that it is in the code of rt-3.8.1 and NOT in the database since that is a constant factor. And yes my template Correspondence contains the line RT-Attach-Message: yes and contains 2 blank lines after the last (in this case one) header. Anyone seen this before? Thanks in advance, Joop ___ 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] FW: RTFM 2.4.0
We have RT 3.8.1 with RTFM 2.4.0. All the new features of RTFM 2.4.0 work, except the Self service article search. We have given all users the rights to ShowArticle and the article search still does not work. Any suggestions Thanks Danielle Roberts ___ 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] Overnight segfault since RT 3.8.1 upgrade
On Mon, 15 Sep 2008, Jesse Vincent wrote: On Sep 15, 2008, at 8:55 AM, James Chamberlain wrote: It does, but the thing that gets me is that this has only happened since I upgraded to 3.8.1. If I switch back to 3.8.0 - granted, not something I should do since there have been database changes - I don't have the overnight segfault problem anymore. The database changes shouldn't be dangerous, though that's quite interesting. By switch back do you mean restoring the server to an older version or just switching the RT directory? Can you catch a stacktrace from the segfault's core dump? Can you make it dump core without waiting for 10 hours of silence from you users? It definitely looks like it's MySQL-related now. I set CoreDumpDirectory in my Apache configs and was greeted with a few cores this morning. Taking a look at one of them (and skipping the Reading and Loaded symbols statements), I saw: Core was generated by `/usr/sbin/httpd'. Program terminated with signal 11, Segmentation fault. #0 0x2aaab160d81e in mysql_ping () from /usr/lib64/mysql/libmysqlclient.so.15 (gdb) thread apply all bt full Thread 1 (process 1029): #0 0x2aaab160d81e in mysql_ping () from /usr/lib64/mysql/libmysqlclient.so.15 No symbol table info available. #1 0x2afc41cb1fde in XS_DBD__mysql__db_ping ( my_perl=value optimized out, cv=value optimized out) at mysql.xs:554 dbh = (SV *) 0x2afc4667fe40 RETVAL = value optimized out sp = value optimized out ax = value optimized out #2 0x2afc39e94621 in XS_DBI_dispatch (my_perl=value optimized out, cv=0x2afc472c0be0) at DBI.xs:3287 markix = 0 xscv = (CV *) 0xe sp = (SV **) 0x1 ax = 1 items = 1 perinterp_sv = value optimized out PERINTERP = (PERINTERP_t *) 0x2afc4858cf00 h = (SV *) 0x2afc4667fe40 st1 = (SV *) 0x2afc472c0be0 st2 = (SV *) 0x2afc45e29820 err_sv = value optimized out tmp_svp = value optimized out hook_svp = (SV **) 0x2afc461d2440 mg = value optimized out gimme = 0 trace_flags = 0 trace_level = 0 is_DESTROY = 0 is_unrelated_to_Statement = 1024 keep_error = 1 ErrCount = 0 i = value optimized out outitems = 1 call_depth = 1 is_nested_call = 0 profile_t1 = 0 meth_name = 0x2afc472c9bd0 ping ima = (const dbi_ima_t *) 0x2afc472cad10 ima_flags = value optimized out imp_xxh = (imp_xxh_t *) 0x2afc339350c0 imp_msv = (SV *) 0x2afc338a40a0 qsv = (SV *) 0x2afc49eb38c0 #3 0x2aaab2a289f6 in Perl_pp_entersub () from /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/CORE/libperl.so No symbol table info available. #4 0x2aaab2a2229e in Perl_runops_standard () from /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/CORE/libperl.so No symbol table info available. #5 0x2aaab29cf5f0 in Perl_call_sv () from /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/CORE/libperl.so No symbol table info available. #6 0x2aaab2777b97 in modperl_callback () from /etc/httpd/modules/mod_perl.so No symbol table info available. #7 0x2aaab27782af in modperl_callback_run_handlers () from /etc/httpd/modules/mod_perl.so No symbol table info available. #8 0x2aaab27787ef in modperl_callback_per_dir () from /etc/httpd/modules/mod_perl.so No symbol table info available. #9 0x2aaab27728f0 in modperl_response_init () from /etc/httpd/modules/mod_perl.so No symbol table info available. #10 0x2aaab2772ab3 in modperl_response_handler_cgi () from /etc/httpd/modules/mod_perl.so No symbol table info available. #11 0x2afc3381f7ea in ap_run_handler () from /usr/sbin/httpd No symbol table info available. #12 0x2afc33822c72 in ap_invoke_handler () from /usr/sbin/httpd No symbol table info available. #13 0x2afc3382d5e8 in ap_process_request () from /usr/sbin/httpd No symbol table info available. #14 0x2afc3382a870 in ap_register_input_filter () from /usr/sbin/httpd No symbol table info available. #15 0x2afc33826a52 in ap_run_process_connection () from /usr/sbin/httpd No symbol table info available. #16 0x2afc3383120b in ap_graceful_stop_signalled () from /usr/sbin/httpd No symbol table info available. #17 0x2afc3383149a in ap_graceful_stop_signalled () from /usr/sbin/httpd No symbol table info available. #18 0x2afc33831550 in ap_graceful_stop_signalled () from /usr/sbin/httpd No symbol table info available. #19 0x2afc33832246 in ap_mpm_run () from /usr/sbin/httpd No symbol table info available. #20 0x2afc3380ce04 in main () from /usr/sbin/httpd No symbol table info available. (gdb) I presume this means I should try a different version of DBD::mysql. I see that I installed DBD::mysql 4.008 as part of the upgrade to RT 3.8.1. Does this sound right? Anyone have any other thoughts?
[rt-users] Problem viewing All My Open Tickets
For those following the continuing saga of the complete reinstall, it's been a LONG time coming, but I'm FINALLY up and running. To give back to the community a bit (if such a thing is really possible for such a newbie), I've created an exhaustive document covering the COMPLETE, end to end installation of RT3.8.1 on Ubuntu 8.04 on a Virtual Server spun up on the free vmware. I'm not quite done, but when I am, I'll post it here if there's any interest. In the mean time, here is a problem I'm currently having: The link on the home page is: http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27Order=ASC%7CASC%7CASC%7CASCOrderBy=Status%7CPriority%7C%7CQuery=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20!%3D%20%27resolved%27RowsPerPage=0SearchType=Ticket I'm not sure what I'm doing wrong. Any help is appreciated. -Chris ___ 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] scrips/template issue
Hello, I have an issue with the scrip/template on resolve. I changed the original template of that scrip with a template I wanted to use. Unfortunately it did not work, it did not send out an email on resolve. So I went back to the template what worked before just fine, but RT is still not sending out any email when I resolve a ticket. What did I do wrong? I hope you guys understand what I try to explain here. I also tried to enable logging in RT_SiteConfig.pm to see what is going on, but that did not work either. I am running on Ubuntu 8.04 server; mysql5; apache2; fastcgi and the RT version is 3.6.6. Thank you for any clue you can give me. The scrip and template: Description: empty Condition: On Resolve Action: Notify Requestors Template: Global template: Resolved Stage: TransactionCreate The template: Name: Resolved Description: Ticket Resolved Content: Your request has been completed If you have any further questions or concerns, please respond to this message. The IT Service Team Robert Keidel IRIS International 9158 Eton Ave Chatsworth, CA 91311 818-709-1244 x 7353 ___ 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] editing style, missing main-squished.css
Ok, did some trial changes and tested with wget --page-requisites myloginpage_rt_site Problem is that when I modify a .css, say layout.css, main-squished.css I get from server is the same as before? Do I have to do other things apart from modifying .css files in order for RT to see my changes? Thanks However I cannot find main-squished.css. I suppose it has to be created by dhandler using CSS::Squish, and I have Squish version 0.07 main-squished is created on the fly. You want to look at the CSS files in share/html/NoAuth/css/web2/ start with main.css -jesse ___ 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] Fwd: RT::Queue::CustomFields deprecated?
forgot to cc list -- Forwarded message -- From: Ruslan Zakirov [EMAIL PROTECTED] Date: Wed, Sep 17, 2008 at 1:44 AM Subject: Re: [rt-users] RT::Queue::CustomFields deprecated? To: Stephen Turner [EMAIL PROTECTED] Stephen is right and deprecation had been done when we implemented CFs on other records than tickets. Method can be undeprecated for Queues' custom fields. On Tue, Sep 16, 2008 at 8:56 PM, Stephen Turner [EMAIL PROTECTED] wrote: On Tue, 16 Sep 2008 10:44:10 -0400, Todd Chapman [EMAIL PROTECTED] wrote: Using the CustomFields method on a Queue object issues a deprecation warning. Why should this be? RT::Queue ISA RT::Record, which has a CustomFields method. So I would think RT::Queue::CustomFields would just silently call TicketCustomFields. I realize transaction custom fields complicate this in theory but not in common practice. -Todd I think the deprecation makes sense - RT::Record-CustomFields gives you fields attached to an instance of the record type. So for a RT::Queue object this would mean custom fields attached to the queue (not the queue's tickets). So I think the deprecated method contradicts the intent of Record-CustomFields. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem viewing All My Open Tickets
On Tue, Sep 16, 2008 at 9:31 PM, Chris Nelson [EMAIL PROTECTED] wrote: For those following the continuing saga of the complete reinstall, it's been a LONG time coming, but I'm FINALLY up and running. To give back to the community a bit (if such a thing is really possible for such a newbie), I've created an exhaustive document covering the COMPLETE, end to end installation of RT3.8.1 on Ubuntu 8.04 on a Virtual Server spun up on the free vmware. I'm not quite done, but when I am, I'll post it here if there's any interest. That will be interesting. In the mean time, here is a problem I'm currently having: The link on the home page is: http://mrs-stanwyk.corp.delivra.com/rt/Search/Results.html?Format=%27%20%20%20%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3A%23%27%2C%0A%27%3Csmall%3E__Requestors__%3C%2Fsmall%3E%27%2C%0A%27%3Cb%3E%3Ca%20href%3D%22%2Frt%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%3C%2Fb%3E%2FTITLE%3ASubject%27%2C%0A%27__Status__%27%2C%0A%27__QueueName__%27%2C%0A%27__Priority__%27Order=ASC%7CASC%7CASC%7CASCOrderBy=Status%7CPriority%7C%7CQuery=%20Owner%20%3D%20%27cnelson%27%20AND%20Status%20!%3D%20%27resolved%27RowsPerPage=0SearchType=Ticket I'm not sure what I'm doing wrong. Any help is appreciated. Where is the problem you're talking about? I see nothing terribly wrong with the link. -Chris ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] changing starting ticket number
We are finally up, but we are moving from a different help desk to this current one. Is there a way for us to start the ticket numbers at the numbers where we left off at? Thanks, Charlie ___ 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] changing starting ticket number
http://wiki.bestpractical.com/view/SetStartingId On Wed, Sep 17, 2008 at 2:05 AM, Charlie Reddington [EMAIL PROTECTED] wrote: We are finally up, but we are moving from a different help desk to this current one. Is there a way for us to start the ticket numbers at the numbers where we left off at? Thanks, Charlie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] editing style, missing main-squished.css
1) flush mason cache 2) css' are cached quite aggressively, so you have to do hard refresh in your browser. On Tue, Sep 16, 2008 at 11:17 PM, web master [EMAIL PROTECTED] wrote: Ok, did some trial changes and tested with wget --page-requisites myloginpage_rt_site Problem is that when I modify a .css, say layout.css, main-squished.css I get from server is the same as before? Do I have to do other things apart from modifying .css files in order for RT to see my changes? Thanks However I cannot find main-squished.css. I suppose it has to be created by dhandler using CSS::Squish, and I have Squish version 0.07 main-squished is created on the fly. You want to look at the CSS files in share/html/NoAuth/css/web2/ start with main.css -jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] scrips/template issue
Hi Robert, If you are both the requestor and the person who resolves the ticket, by default you won't get an e-mail. By default, RT never (except for autoreply) sends the person who does the transaction an e-mail because it assumes you know what you did. To change this behavior, set the NotifyActor variable in your RT_Siteconfig file to 1 and restart your web server. I you are testing this with a ticket where the resolver and requestor are different, then there's a different problem. Regards, Gene At 10:54 AM 9/16/2008, Robert Keidel wrote: Hello, I have an issue with the scrip/template on resolve. I changed the original template of that scrip with a template I wanted to use. Unfortunately it did not work, it did not send out an email on resolve. So I went back to the template what worked before just fine, but RT is still not sending out any email when I resolve a ticket. What did I do wrong? I hope you guys understand what I try to explain here. I also tried to enable logging in RT_SiteConfig.pm to see what is going on, but that did not work either. I am running on Ubuntu 8.04 server; mysql5; apache2; fastcgi and the RT version is http://3.6.6.3.6.6. Thank you for any clue you can give me. The scrip and template: Description: empty Condition: On Resolve Action: Notify Requestors Template: Global template: Resolved Stage: TransactionCreate The template: Name: Resolved Description: Ticket Resolved Content: Your request has been completed If you have any further questions or concerns, please respond to this message. The IT Service Team -- 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
[rt-users] Rich text editor on Ticket Creation page
Clean install of rt-3.8.1 When you open the page to create a new ticket is it possible to turn on the Rich Text Editor toolbar for the Describe the issue below textbox? Or is this textbox somehow different to the Comment and Reply textboxes? Thanks Gordon ___ 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
