[rt-users] Adding a New Ticket Status
I just upgraded from 3.4 to 3.8.1 and I had a Status of Pending for my tickets. After the upgrade, this status has disappeared and I was wondering where I can add it back. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT2-to-RT3 migration lost ticket data and status change issues
When I upgraded several years ago, I had to run rt2-to-dumpfile BEFORE I installed RT3 at all. Something about the version of SearchBuilder (I think) that RT# used broke the data export of RT2. At one point I was very good with the procedure for that upgrade, but my memory seems to have been lost to time and projects past. I hope this may help you out some. Searching for part of my email on http://www.gossamer-threads.com/lists/rt/ may bring some of those posts back up for you. Brian Friday wrote: Hello all, I am using the RT2-to-RT3 migration tool (latest) to migrate a RT2 instance (Mysql 3.23, DB is 1+ GB in size) from 2.0.14 to RT 3.6.7 (Mysql 5). I have copied the original RT2 install, and the new RT3 from their respective machines to a go between system. I've fixed the paths and configurations so that both installs still can connect to their respective databases. This go between machine is running perl 5.8.8 with all the modules and dependancies for a mysql based RT 3.6.7 instance. RT2 is running on a Mac OS X panther server with Perl 5 (I think 004) and RT3 is running on a Leopard Server also running Perl 5.8.8. I had to update the RT2-to-dumpfile script in the migration package to change the status as well as the priority of the tickets it exports. In addition I had to add to RT3 the additional status files used by the client. After that I was able to successfully run both the rt-2.0- to-dumpfile script and the dumpfile to rt-3.0 script. All the basic data appears to have come across intact including queues, acl's, users and ticket metadata. First Problem: --- While the ticket metadata has been exported, the actual transactions, as well as ticket contents, emails, attachments etc have not been exported. I have verified that they exist in the original database. Second Problem: Within RT3 I have edited the etc/RT_SiteConfig.pm to include the additional status lines here: @ActiveStatus = qw(new open waiting monitoring ongoing stalled verify EC) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected dead deferred deleted) unless @InactiveStatus; From the default below: @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; The catch I have discovered is that when the old tickets were imported about 90% of the tickets which were resolved now have the status of new (specifically new (unchanged) ). These tickets instead should be listed as resolved. Has anyone seen or experienced either of these behaviors before and could provide any advice? Any help would be appreciated, - Brian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Notify by email
Hello, I need to be alerted via email when a new ticket is created in a queue. Is there a way to do that? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] display message after login
Hi, I already searched on google, wiki, etc.. and I could not figure out how to do it. I have to display a specific message every time someone from specific group logs in, the best way to have it, is to display it on the home page. For example I want to display the message Escalation phone # 123-123-1234 on the top or on the left navigation bar. I'm sure that it should be possible to do that, but I don't know how to implement it. Thanks in advance, Charly Yahoo! Cocina Recetas prácticas y comida saludable http://ar.mujer.yahoo.com/cocina/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CustomField for Users in code
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Hello all,
I have a problem a week ago, with CF for Users.
I need to compare two CFs (CF1 for tickets and CF2 for Users) when an
user download a file (other CF-multi-upload-file for tickets), so, i'm
editing $RT3/share/html/Download/CustomFieldValue/dhandler to add the
condition if (CF1 CF2) then download_file(CF3).
Now, my problem is the access to CF2, i can't see it from source code.
I do:
while (my $cf = $session{'CurrentUser'}-CustomFields-Next) {
~print $cf-Name;
};
...but nothing appears.
- - I give to the user all the rights, i mean (See|Modify|Admin)CustomField.
- - Another info -i dont know if it's relevant-, in Preference i can't
see the CFs for Users, it is right?
- - I'm testing with super-user 'root'
- - I'm working with RT 3.8.0.
...any idea?
Thanks in advance.
- --
Mario A. del Riego
Unidad de Recursos Informáticos
Facultad de Ingeniería - UdelaR
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Re: [rt-users] Notify by email
I think you want to add a watcher to the queue as an Admin cc: Queues - Select queue - Watchers on top bar just to the right of Basics. That's what I'm doing, anyway... Rob Munsch IT Administrator http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Darvin Denmian Sent: Monday, December 15, 2008 2:27 PM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Notify by email Hello, I need to be alerted via email when a new ticket is created in a queue. Is there a way to do that? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com BEGIN:VCARD VERSION:2.1 N:Munsch;Robert FN:Robert Munsch EMAIL;PREF;INTERNET:mun...@phillycarshare.org REV:20080605T213203Z END:VCARD ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Truncate subject line
Hello list, For my brand-new RT implementation, one of my users created a ticket with Subject: AGH! Which is stretching the heck out of the layout whenever that ticket's on the page. Where would I define a max char limit for subject lines? This is going to be shown to department heads soon, and I want the at a glance etc. pages to look purty no matter what someone sends in. Also, I will probably delete that ticket first, but it does illustrate the general concept :-) Rob Munsch IT Administrator http://www.PhillyCarShare.org http://www.PhillyCarShare.org Our wheels. Your freedom. 215-730-0988 x131 BEGIN:VCARD VERSION:2.1 N:Munsch;Robert FN:Robert Munsch EMAIL;PREF;INTERNET:mun...@phillycarshare.org REV:20080605T213203Z END:VCARD ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT API on another system
Has anyone ever worked with the API on a machine other than the RT server? We're looking at have apps on another machine interact with RT. If I point the local installation (not RT server) at the RT server MySQL DB, will I have full access all the features that the API allows? Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error Showing Image Attachments
All, After upgrading, when I upload an image and attach it to a ticket, everything seems to work fine, but when I click on the attachement to view it, I am taken to a blank page that says The image 'Image URL' cannot be displayed, because it contains errors, or it will just give the Image URL. This is also true for images that have been uploaded in our pre-migrated RT system. Thanks. -Dan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT API on another system
I was working on a zimbra extension that talks to rt I know that there's a nagios plugin that talks to rt, but not in the way you mean Sent via BlackBerry from T-Mobile -Original Message- From: Micah Gersten mi...@onshore.com Date: Mon, 15 Dec 2008 20:10:28 To: RT Usersrt-users@lists.bestpractical.com Subject: [rt-users] RT API on another system Has anyone ever worked with the API on a machine other than the RT server? We're looking at have apps on another machine interact with RT. If I point the local installation (not RT server) at the RT server MySQL DB, will I have full access all the features that the API allows? Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
