Re: [rt-users] Approvals in 3.8.2
Hello, This extension looks very interesting. Do you have an idea of the release date ? Even a devel version for testing ? Thanks! -- L.B. ___ 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] Restore root password
Hii all!!
If I want to restore the root password with the next sentence:
perl -I/opt/rt3/lib -MRT -MRT::User -e'RT::LoadConfig;RT::Init; my $u =
RT::User-new($RT::SystemUser); $u-Load(root); $u-SetPassword(secret)'
I get the next errors:
DBD::mysql::st execute failed: SELECT command denied to user
'vtd_rt_dbuser'@'localhost' for table 'Users' at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 505.
RT::Handle=HASH(0x1e91af0) couldn't execute the query 'SELECT * FROM Users
WHERE Name = ?' at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm
line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1e91af0)',
'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x1f481a8)',
'SELECT * FROM Users WHERE Name = ?', 'RT_System') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x1f481a8)',
'Name', 'RT_System') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x1f481a
8)', 'Name', 'RT_System') called at /opt/rt3/lib/RT/Record.pm line 350
RT::Record::LoadByCols('RT::CurrentUser=HASH(0x1f481a8)', 'Name',
'RT_System') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1071
DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x1f481a8)',
'Name', 'RT_System') called at /opt/rt3/lib/RT/CurrentUser.pm line 203
RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x1f481a8)',
'RT_System') called at /opt/rt3/lib/RT.pm line 480
RT::InitSystemObjects() called at /opt/rt3/lib/RT.pm line 187
RT::Init() called at -e line 1
DBD::mysql::st execute failed: SELECT command denied to user
'vtd_rt_dbuser'@'localhost' for table 'Users' at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 505.
RT::Handle=HASH(0x1e91af0) couldn't execute the query 'SELECT * FROM Users
WHERE Name = ?' at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm
line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1e91af0)',
'SELECT * FROM Users WHERE Name = ?', 'Nobody') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::CurrentUser=HASH(0x1f22428)',
'SELECT * FROM Users WHERE Name = ?', 'Nobody') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126
DBIx::SearchBuilder::Record::LoadByCols('RT::CurrentUser=HASH(0x1f22428)',
'Name', 'Nobody') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::CurrentUser=HASH(0x1f2242
8)', 'Name', 'Nobody') called at /opt/rt3/lib/RT/Record.pm line 350
RT::Record::LoadByCols('RT::CurrentUser=HASH(0x1f22428)', 'Name',
'Nobody') called at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm
line 1071
DBIx::SearchBuilder::Record::LoadByCol('RT::CurrentUser=HASH(0x1f22428)',
'Name', 'Nobody') called at /opt/rt3/lib/RT/CurrentUser.pm line 203
RT::CurrentUser::LoadByName('RT::CurrentUser=HASH(0x1f22428)', 'Nobody')
called at /opt/rt3/lib/RT.pm line 484
RT::InitSystemObjects() called at /opt/rt3/lib/RT.pm line 187
RT::Init() called at -e line 1
[Fri Feb 20 08:42:23 2009] [warning]: DBD::mysql::st execute failed: SELECT
command denied to user 'vtd_rt_dbuser'@'localhost' for table 'Users' at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm:505)
[Fri Feb 20 08:42:23 2009] [warning]: RT::Handle=HASH(0x1e91af0) couldn't
execute the query 'SELECT * FROM Users WHERE Name = ?' at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x1e91af0)',
'SELECT * FROM Users WHERE Name = ?', 'root') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1207
DBIx::SearchBuilder::Record::_LoadFromSQL('RT::User=HASH(0x393a730)',
'SELECT * FROM Users WHERE Name = ?', 'root') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1126
DBIx::SearchBuilder::Record::LoadByCols('RT::User=HASH(0x393a730)',
'Name', 'root') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::User=HASH(0x393a730)',
'Name', 'root') called at /opt/rt3/lib/RT/Record.pm line 350
RT::Record::LoadByCols('RT::User=HASH(0x393a730)', 'Name', 'root')
called at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1071
Re: [rt-users] Autocreated on ticket submission - Quert Builder
Point 2) That is the way it is defined. The everyone group is only allowed the Comment, Create and Reply as we auto create tickets. No user is given any direct Rights. All rights are queue specific and is assigned to groups. Point 1) there is now way I can go though 100 000 non privileged accounts and uncheck hte Allow user to Access RT Box. Please help, is there any way to add it to the RT_SiteConfig file and rerun it to disable the allow user to access RT flag? Bash -Original Message- From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] Sent: 19 February 2009 07:57 PM To: Bashir Jahed Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder Bashir, What Mike was telling you is that if the BOTTOM box is checked for a user, they can have privileges. This means that if you grant the OwnTicket right globally to Privileged users, then all these requestors that send in tickets via email will have the right to OWN a ticket, hence they appear on the drop-down. So, you can do a couple different things to resolve this. 1) Uncheck the bottom box on these Users. This could turn out to be a long, ongoing process unless you can set your RT_SiteConfig.pm file to allow them to become unprivileged users only (Top box checked ONLY). I'm not sure what that setting is, perhaps Mike knows. 2) Remove the Global settings for OwnTicket and perhaps others like TakeTicket, StealTIcket, DeleteTicket, etc. from Privileged Users or Everyone and grant those rights to groups of users. That way privileges are more defined in who can do what and your queries will run MUCH faster as well. Hopes this helps. Kenn LBNL On 2/19/2009 6:37 AM, Mike Peachey wrote: Bashir Jahed wrote: I have done the following: Checked for a specific user in the search box as owner to confirm it shows up. Then went into the specific user and unchecked /users/Access Control/Let this user access RT checkbox and confirmed that the user no longer shows up in the search box in the Owner Field Because that user is now disabled and is unable to raise tickets from that e-mail address.. ___ 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] Strange things with RT 3.8.2 Approval system
Hello,
I have a problem with the approval system in RT 3.8.2. I want tickets
to get approved by two users.
This is exactly what I did :
- Default installation of RT 3.8.2
- Creation of two users, USER1 and USER2, privileged.
- New group with these two users MYPROJECT_APPROVERS
- Creation of a queue MYPROJECT_APPROVAL
- with a new template : approval_template (from Wiki/Oreilly book)
## BEGIN
#
===Create-Ticket: approval_MYPROJECT_1
Subject: Approval for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Owner: USER1
Type: approval
Content: Someone has created a ticket. you should review and approve
it, so they can finish their work
ENDOFCONTENT
===Create-Ticket: approval_MY_PROJECT_2
Subject: Approval for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Owner: USER2
Type: approval
Content: Someone has created a ticket. you should review and approve
it, so they can finish their work
ENDOFCONTENT
## END
#
- with a new scrip : approval_scrip
## BEGIN
#
Condition : On Create
Action : Create Tickets
Template : approval_template
Stage : TransactionCreate
## END
#
- Enable ___Approval queue
- Add rights OwnTicket and ShowTicket on ___Approval queue for
MYPROJECT_APPROVERS group
- Add rights CreateTicket,ReplyToTicket,SeeQueue,ShowTicket on
MYPROJECT_APPROVAL queue for MYPROJECT_APPROVERS group
This is the behaviour of this configuration :
##
## SCENARIO 1
##
- when user root (for instance) creates a ticket in
MYPROJECT_APPROVAL queue, a ticket is created with two tickets in the
Depends on section. One belongs to USER1, the other one to USER2.
Each user receives an email with this content :
## BEGIN
#
Greetings,
There is a new item pending your approval: Approval for test12,
a summary of which appears below.
Please visit http://x.xx.com/Approvals/Display.html?id=31
to approve or reject this ticket, or http://x.xx.com/Approvals/ to
batch-process all your pending approvals.
-
Someone has created a ticket. you should review and approve it, so
they can finish their work
## END
#
- if one of the user logs in in the interface, he sees the ticket to
be approved in the approval section, no problem. Let's says he
approves it. The requestor (only) receives this email :
## BEGIN
#
Greetings,
Your ticket has been approved by USER1.
Other approvals may be pending.
Approver's notes: Ok for USER1
## END
#
- the other user logs in and approves the ticket and the requestor
receives this email :
## BEGIN
#
Greetings,
Your ticket has been approved by USER2.
Its Owner may now start to act on it.
Approver's notes: OK for USER2
## END
#
Remarks at the end of this scenario:
- I think the other approvers should receive a notification that the
ticket has been approved by one of them : do I have to add the
MYPROJECT_APPROVERS as admincc of the queue ? If I do this, standard
scrip will be applied, should I remove some of them ?
- The two emails are not exactly the same : one saying other approvals
may be pending, the other saying all of them are approved: how can I
send an email when the request is partially approved, and another
email once all the approvals are done ? For example, emails Approved
by USER1, Approved by USER2, Approved by all the approvers
- There is a comment in the email content saying a summary of which
appears below. which is false. How can make it true ?
##
## SCENARIO 2
##
- If the first user rejects the email, the requestor receives this :
## BEGIN
#
Greetings,
Your ticket has been rejected by USER1.
Approver's notes:
## END
#
- The ticket is switched from open to rejected.
- The second user, who sees it has been rejected but still see it in
his approval section, can approve it. The requestor receives this
email :
## BEGIN
#
Greetings,
Your ticket has been approved by USER2.
Its Owner may now start to act on it.
Approver's
[rt-users] Display tiff-attachments
Hello List, we're using RT 3.8.2. Is there any chance to display (a preview of) tiff-attachments? It works fine with .png, .jpg, etc... so it would be nice to see support for .tiff, too. Kind regards, Tom -- Schwarz Computer Systeme GmbH Altenhofweg 2a 92318 Neumarkt http://www.schwarz.de ___ Geschaeftsfuehrer: Manfred Schwarz Sitz der Gesellschaft: Neumarkt i.d.Opf. Registergericht: AG Nuernberg, HRB 11908 ___ Diese eMail enthaelt moeglicherweise vertrauliche und/oder rechtlich geschuetzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese eMail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese eMail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden. smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: 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] 500 - Internal error
Alberto Villanueva wrote: The rt log (/var/log/rt.log) is empty :S :S :S The log of apache (/var/log/httpd/error_log): [Thu Feb 19 19:38:45 2009] [warning]: DBD::mysql::st execute failed: INSERT command denied to user 'vtd_rt_dbuser'@'localhost' for table 'sessions' at /usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm line 44. (/usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm:44) Looks like vtd_rt_dbuser lacks the proper MySQL permissions write to the sessions table. Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team ___ 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] Automatically add user as new watcher when ticket is taken (RT 3.8.2)
Hi, Is there a way to automatically add a user as a new watcher (for that ticket) when a ticket is taken or do I have to add myself every time manually as Cc? Regards, Wikus ___ 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] Autocreated on ticket submission - Quert Builder
My understanding is that if you do this, that user will not be able to email issues into your RT instance. Is that what you want? If users are showing up in the owner box on the query page, they are getting OwnTicket from somewhere. RTx::RightsMatrix would be very helpful for tracking this down. Bashir Jahed wrote: Point 2) That is the way it is defined. The everyone group is only allowed the Comment, Create and Reply as we auto create tickets. No user is given any direct Rights. All rights are queue specific and is assigned to groups. Point 1) there is now way I can go though 100 000 non privileged accounts and uncheck hte Allow user to Access RT Box. Please help, is there any way to add it to the RT_SiteConfig file and rerun it to disable the allow user to access RT flag? Bash -Original Message- From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] Sent: 19 February 2009 07:57 PM To: Bashir Jahed Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder Bashir, What Mike was telling you is that if the BOTTOM box is checked for a user, they can have privileges. This means that if you grant the OwnTicket right globally to Privileged users, then all these requestors that send in tickets via email will have the right to OWN a ticket, hence they appear on the drop-down. So, you can do a couple different things to resolve this. 1) Uncheck the bottom box on these Users. This could turn out to be a long, ongoing process unless you can set your RT_SiteConfig.pm file to allow them to become unprivileged users only (Top box checked ONLY). I'm not sure what that setting is, perhaps Mike knows. 2) Remove the Global settings for OwnTicket and perhaps others like TakeTicket, StealTIcket, DeleteTicket, etc. from Privileged Users or Everyone and grant those rights to groups of users. That way privileges are more defined in who can do what and your queries will run MUCH faster as well. Hopes this helps. Kenn LBNL On 2/19/2009 6:37 AM, Mike Peachey wrote: Bashir Jahed wrote: I have done the following: Checked for a specific user in the search box as owner to confirm it shows up. Then went into the specific user and unchecked /users/Access Control/Let this user access RT checkbox and confirmed that the user no longer shows up in the search box in the Owner Field Because that user is now disabled and is unable to raise tickets from that e-mail address.. ___ 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
Re: [rt-users] Autocreated on ticket submission - Quert Builder
Managed to fix it... Service desk created a new Queue and assigned all rights to the Everyone group for that queue... Rights flowed down and hence they were given the incorrect rights... -Original Message- From: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] Sent: 20 February 2009 03:50 PM To: Bashir Jahed Cc: Kenneth Crocker; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder My understanding is that if you do this, that user will not be able to email issues into your RT instance. Is that what you want? If users are showing up in the owner box on the query page, they are getting OwnTicket from somewhere. RTx::RightsMatrix would be very helpful for tracking this down. Bashir Jahed wrote: Point 2) That is the way it is defined. The everyone group is only allowed the Comment, Create and Reply as we auto create tickets. No user is given any direct Rights. All rights are queue specific and is assigned to groups. Point 1) there is now way I can go though 100 000 non privileged accounts and uncheck hte Allow user to Access RT Box. Please help, is there any way to add it to the RT_SiteConfig file and rerun it to disable the allow user to access RT flag? Bash -Original Message- From: Kenneth Crocker [mailto:kfcroc...@lbl.gov] Sent: 19 February 2009 07:57 PM To: Bashir Jahed Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Autocreated on ticket submission - Quert Builder Bashir, What Mike was telling you is that if the BOTTOM box is checked for a user, they can have privileges. This means that if you grant the OwnTicket right globally to Privileged users, then all these requestors that send in tickets via email will have the right to OWN a ticket, hence they appear on the drop-down. So, you can do a couple different things to resolve this. 1) Uncheck the bottom box on these Users. This could turn out to be a long, ongoing process unless you can set your RT_SiteConfig.pm file to allow them to become unprivileged users only (Top box checked ONLY). I'm not sure what that setting is, perhaps Mike knows. 2) Remove the Global settings for OwnTicket and perhaps others like TakeTicket, StealTIcket, DeleteTicket, etc. from Privileged Users or Everyone and grant those rights to groups of users. That way privileges are more defined in who can do what and your queries will run MUCH faster as well. Hopes this helps. Kenn LBNL On 2/19/2009 6:37 AM, Mike Peachey wrote: Bashir Jahed wrote: I have done the following: Checked for a specific user in the search box as owner to confirm it shows up. Then went into the specific user and unchecked /users/Access Control/Let this user access RT checkbox and confirmed that the user no longer shows up in the search box in the Owner Field Because that user is now disabled and is unable to raise tickets from that e-mail address.. ___ 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] How to inhibit Ticket search facility on user by user basis
Hello, RT 3.8.2 How can I restrict who can see the search facility Tickets, I do not want some users to be able to see this facility as it lists usernames as one of the options. Regards Simon ___ 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] Still tryin' to merge tix with matching CFs
I have this working in my RT 3.8.2 installation. It isn't a very busy system and I have yet to notice any performance issues. We only get about 50 tickets per day and it has less than 5000 tickets in the system. This has been working. Incoming tickets are scanned for CFs, then merged when the CF i'm looking for matches. Now here's a funny story... I can't create any child, or refers-to, or any other sort of new ticket linked to this one. It has the same CF value, and is being Created, so it gets instantly merged into the original ticket... The only workaround i can think of is to restrict the search and merge to a queue, and create linked tickets outside that queue, but that isn't very satisfying and means explaining to everyone why they can never have two linked tickets in the same queue. Anyone have a better idea? -- /chown -R us:us /yourbase ___ 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] Users
Hi all, I have two questions: 1.- The users table is related to.. what tables?? 2.- I created a user within rt tool (command line), but the user cannot authenticate via web interface. The question is: what is the attribute that it would permit to do that within rt tool (command line)?? thanks! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ 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] Users
The users table is related to Principals :-) The second question is not necessary because I have had via SQL. Thanks a lot! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es _ size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alberto Villanueva Enviado el: viernes, 20 de febrero de 2009 17:39 Para: rt-users@lists.bestpractical.com Asunto: [rt-users] Users Hi all, I have two questions: 1.- The users table is related to.. what tables?? 2.- I created a user within rt tool (command line), but the user cannot authenticate via web interface. The question is: what is the attribute that it would permit to do that within rt tool (command line)?? thanks! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ 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] Display tiff-attachments
Knaupp, Thomas wrote: Hello List, we're using RT 3.8.2. Is there any chance to display (a preview of) tiff-attachments? It works fine with .png, .jpg, etc... so it would be nice to see support for .tiff, too. I don't know of any web browsers that display TIFF images; certainly not IE or Firefox. I suppose it should be possible to internally convert the TIFF to a browser-supported image type in a temp file and send that to the browser as a preview, but image conversion is very CPU expensive. You're better off just storing it as an image type that web browsers can display in the first place. -- Tom Lahti BIT Statement LLC http://www.bitstatement.net/ -- ___ 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] Display tiff-attachments
Hello. You can get plugins that display TIFFs (http://www.alternatiff.com/ looks like it works in IE as well as Firefox, Opera, and Chrome) but I agree with Thomas' approach. -- Cassandra Phillips-Sears Office Manager Best Practical Solutions, LLC http://www.bestpractical.com On Feb 20, 2009, at 12:17 PM 2/20/09, Tom Lahti wrote: Knaupp, Thomas wrote: Hello List, we're using RT 3.8.2. Is there any chance to display (a preview of) tiff-attachments? It works fine with .png, .jpg, etc... so it would be nice to see support for .tiff, too. I don't know of any web browsers that display TIFF images; certainly not IE or Firefox. I suppose it should be possible to internally convert the TIFF to a browser-supported image type in a temp file and send that to the browser as a preview, but image conversion is very CPU expensive. You're better off just storing it as an image type that web browsers can display in the first place. -- Tom Lahti BIT Statement LLC http://www.bitstatement.net/ -- ___ 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
[rt-users] rt-3.8 PAM/NIS authentication on CentOS Linux
Greetings, I am trying to upgrade my SuSE 10 rt-3.6 installation to rt-3.8 on CentOS 5.2. The SuSE installation authenticates users against our NIS maps via PAM using Authen::Simple::PAM within Apache. This arrangement does not work on CentOS because authentication via Authen::Simple::PAM fails unless the effective user is root (Apache runs as nobody). Can anyone tell me how to make PAM/NIS authentication for RT work securely on CentOS 5.2? -- Gary Hall ___ 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] Automatically add user as new watcher when ticket is taken (RT 3.8.2)
I think Wikus knows that, I think he was hoping for a direct link or suggestion. I've handled this by adding a script that sends updates to the ticket owner as well, but they get duplicates if they are a queue watcher so I'm curious about this. I planned to dig around for functions today to see if someone is a watcher, etc. On Feb 20, 2009, at 5:05 AM, Ruslan Zakirov wrote: Scrips On Fri, Feb 20, 2009 at 3:04 PM, Wikus Smit wikus.s...@gmail.com wrote: Hi, Is there a way to automatically add a user as a new watcher (for that ticket) when a ticket is taken or do I have to add myself every time manually as Cc? Regards, Wikus ___ 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 -- Best regards, Ruslan. ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 3.8 mangles html attachment
On Thu 19.Feb'09 at 13:48:48 -0500, Todd Chapman wrote: Well, what does the database say for content-type? Is the content in the database 'right'? Sorry. And thanks again for all the help! mysql select Subject, Filename, ContentType, ContentEncoding, Headers from Attachments where id=10792\G X-Mailer: MIME-tools 5.426 (Entity 5.426) Content-Type: text/html; charset=utf-8; Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 73017 This really does look like our content-type sniffing for HTML probably wants to look inside the content for an encoding. But there's a chicken and egg problem there. I think you probably want to see if Encode::Guess does the right thing with your utf-16 html. If so, then it might be a problem in how RT uses it. I look forward to further triage. -j pgpeuO7yj7jgC.pgp Description: PGP signature ___ 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 3.8 mangles html attachment
On Fri, Feb 20, 2009 at 1:04 PM, Jesse Vincent je...@bestpractical.com wrote: On Thu 19.Feb'09 at 13:48:48 -0500, Todd Chapman wrote: Well, what does the database say for content-type? Is the content in the database 'right'? Sorry. And thanks again for all the help! mysql select Subject, Filename, ContentType, ContentEncoding, Headers from Attachments where id=10792\G X-Mailer: MIME-tools 5.426 (Entity 5.426) Content-Type: text/html; charset=utf-8; Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 73017 This really does look like our content-type sniffing for HTML probably wants to look inside the content for an encoding. But there's a chicken and egg problem there. I think you probably want to see if Encode::Guess does the right thing with your utf-16 html. If so, then it might be a problem in how RT uses it. I look forward to further triage. Hmmm. Just noticed this error: [Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for text/html - Re Eprize RPC interface failing on DC registration.htm (/opt/rt3-devel/bin/../lib/RT/I18N.pm:234) [Fri Feb 20 18:32:55 2009] [error]: Encoding error: UTF-16:Unrecognised BOM 78 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190. And just found this in production: Feb 19 10:39:28 c0sup-rt02 RT: Encoding error: UTF-16:Unrecognised BOM 78 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190. Stack: [/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm:190] [/opt/rt3/bin/../lib/RT/I18N.pm:235] [/opt/rt3/bin/../lib/RT/I18N.pm:153] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:853] [/opt/rt3/share/html/Ticket/Update.html:308] [/opt/rt3/share/html/autohandler:311] defaulting to ISO-8859-1 - UTF-8 (/opt/rt3/bin/../lib/RT/I18N.pm:239) Word putting in an invalid BOM? I upgraded Encode from 2.26 to 2.31 but it had no effect. ___ 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] Display tiff-attachments
// I don't know of any web browsers that display TIFF images... Safari and Konqueror do, and a bunch of less significant ones. Still, it's almost certainly a better use of your time to convert the images into something with broader browser support. ___ 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 3.8 mangles html attachment
Hmmm. Just noticed this error: [Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for text/html - Re Eprize RPC interface failing on DC registration.htm (/opt/rt3-devel/bin/../lib/RT/I18N.pm:234) [Fri Feb 20 18:32:55 2009] [error]: Encoding error: UTF-16:Unrecognised BOM 78 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190. How small a test case can you get to fail like that? ___ 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] Recurring mason_data Permissions Issue
I just started getting a really strange error with my RT (3.8.2) installation. At least once a week the permissions in the mason_data directory get screwed up, resulting in errors like this when I try to access the web interface: Couldn't create object file /opt/rt3/var/mason_data/obj/3452752852/standard/index.html.obj: Permission denied If I remember correctly one of the directories ends up being set with root as the user and group. I'm afraid I forgot to check last time it happened so I can't be sure. I see NOTHING in my RT error log. My apache2 error log gives me: (9)Bad file descriptor: apr_socket_accept: (client socket). To fix it I just chown/chgrp/chmod and everything works again, but it happens frequently and the root issue needs to be addressed. I found this thread: http://www.gossamer-threads.com/lists/rt/users/43558 but it doesn't really contain much useful information. The issue doesn't seem to be precipitated by anything, though sometimes it happens right after one of my users comments on a ticket. Anyone have any ideas? ___ 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] Users
Alberto, Users are everywhere. Not only are they related to Principals, they are also related to ACL (if they have any rights), To GROUPS, GROUPMEMBERS, CACHEDGROUPMEMBERS, TRANSACTIONS, and TICKETS. For example. Let's say your RT installation allows Users to be added when they create a ticket via Email. Let's also say that you have set privileges to allow ALL Requestors some rights. Now an EMail is sent to RT. The result will be as follows: 1) USER record for this person. 2) PRINCIPAL record for this person. 3) GROUP record for the User-Equiv record for this User. 4) GROUPMEMBER for this User (as a Requestor) and this will repeat for all ticket this person has requested. There will also be records for everygroup this User is in, like Everyone and Privileged. 5) CACHEDGROUPMEMBER record for each ticket and group. 6) TICKET record will have the User if they end up as an owner. 7) TRANSACTION record will exist for the initial Email that was sent listing the User as the CREATOR. 8) ATTACHMENTS record will exist for the User as the CREATOR for any attachments that came with the Email. 9) ATTRIBUTES record will also exist if this User has the rights to create Queries and does and saves them. OR if this User uses the WebUI and sets up one of the default queries in their home page. An ATTRIBUTE record will exist for each query. So, as you can see, the User can exist all over the place. As to your second question, I would go in as the SuperUSer and navigate thus Configuration-Users and find this user and make sure the two boxes at the bottom are checked. This will give the User the ability to acces the system AND have privileges granted. From that point, I would put the User in a group with other User that need the same privileges so you won't have to maintain rights on an individual basis, which is a LOT of work. Hope this helps. Kenn LBNL On 2/20/2009 8:39 AM, Alberto Villanueva wrote: Hi all, I have two questions: 1.- The “users” table is related to…… what tables?? 2.- I created a user within rt tool (command line), but the user cannot authenticate via web interface. The question is: what is the attribute that it would permit to do that within rt tool (command line)?? thanks! Regards, ALBERTO VILLANUEVA VAL Consultor *Altran* ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es http://www.altran.es ___ 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
Re: [rt-users] RT 3.8 mangles html attachment
The attached script and input file trigger the error. I think the
problem is the loop on @lines. The BOM is only in the first line so
the rest is cornfused.
On Fri, Feb 20, 2009 at 1:43 PM, Jesse Vincent je...@bestpractical.com wrote:
Hmmm. Just noticed this error:
[Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for
text/html - Re Eprize RPC interface failing on DC registration.htm
(/opt/rt3-devel/bin/../lib/RT/I18N.pm:234)
[Fri Feb 20 18:32:55 2009] [error]: Encoding error:
UTF-16:Unrecognised BOM 78 at
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190.
How small a test case can you get to fail like that?
use strict;
use warnings;
use RT;
RT::LoadConfig();
RT::Init();
use MIME::Entity;
use RT::I18N;
my $Message = MIME::Entity-build(
Type= 'multipart/mixed',
Subject = foo,
);
open(my $filehandle, , file) or die;
my (@content,$buffer);
while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) {
push @content, $buffer;
}
$Message-attach(
Type = text/html,
Filename = 'myfile',
Data = \...@content,
);
$Message-make_singlepart;
RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8
file
Description: Binary data
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Re: [rt-users] RT 3.8 mangles html attachment
On Fri 20.Feb'09 at 14:46:49 -0500, Todd Chapman wrote:
The attached script and input file trigger the error. I think the
problem is the loop on @lines. The BOM is only in the first line so
the rest is cornfused.
If you're up for actually rewriting that as a test file that loads the
data and checks what it creates, I'm game for trying to debug it.
On Fri, Feb 20, 2009 at 1:43 PM, Jesse Vincent je...@bestpractical.com
wrote:
Hmmm. Just noticed this error:
[Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for
text/html - Re Eprize RPC interface failing on DC registration.htm
(/opt/rt3-devel/bin/../lib/RT/I18N.pm:234)
[Fri Feb 20 18:32:55 2009] [error]: Encoding error:
UTF-16:Unrecognised BOM 78 at
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190.
How small a test case can you get to fail like that?
use strict;
use warnings;
use RT;
RT::LoadConfig();
RT::Init();
use MIME::Entity;
use RT::I18N;
my $Message = MIME::Entity-build(
Type= 'multipart/mixed',
Subject = foo,
);
open(my $filehandle, , file) or die;
my (@content,$buffer);
while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) {
push @content, $buffer;
}
$Message-attach(
Type = text/html,
Filename = 'myfile',
Data = \...@content,
);
$Message-make_singlepart;
RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8
--
pgpNsqiqB62ZD.pgp
Description: PGP signature
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[rt-users] RT Default query My Tickets
To all, I need to make some changes to the default Query My Tickets. Where would I find that code to change some of the default sorts? Thanks. Kenn LBNL ___ 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] Still tryin' to merge tix with matching CFs
On Fri, Feb 20, 2009 at 11:14 AM, Raed El-Hames r...@vialtus.com wrote: What happens if you create the ticket first, then update /modify it adding the CF and link relationship after .. I'm not sure what you mean; this is the chain of events already. The ticket comes in, and ExtractCustomFieldValues scans the body for info that goes into custom fields as it's created. Some tickets will need to spawn other tickets. Since they're related to the same task / info / event, they need to have the same CF data. But since they have the same CF data, the ticket Create event merges it into the parent or referrer or whatever. I guess what i want is tickets that are created via email submission should be merged without user intervention, but manually created tickets should not. Its more clicks for the users but may work for you .. I do not envision success telling the users that, heh. In a way I think there is some contradictions on what you doing, you want all tickets with the same CF to merge , but at the same time you want some not to Yeah, i guess more precisely it's how they're created that's important. Automated systems may spew 2-10 notifications about the same event, and they arrive via email, and they should all be one ticket. A user creating a ticket by hand should be trusted to be creating a new ticket for a reason and not get it automerged. If i can't solve this, i either can't automerge all the automated duplicates, or i can't use links. Neither option is attractive. Clunky last resort at this point seems to be to clear the CF on the form when following the Create link from Links... box, then add them back afterwards. Bleh. -- /chown -R us:us /yourbase ___ 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] Automatically add user as new watcher when ticket is taken (RT 3.8.2)
Search for AddWatcher on the wiki which gives you several examples of dealing with watchers from scrips. For example: http://wiki.bestpractical.com/view/AutoCcLastOwner Duplicates are described on the wiki too: http://wiki.bestpractical.com/view/ScripAction On Fri, Feb 20, 2009 at 9:03 PM, Jo Rhett jrh...@netconsonance.com wrote: I think Wikus knows that, I think he was hoping for a direct link or suggestion. I've handled this by adding a script that sends updates to the ticket owner as well, but they get duplicates if they are a queue watcher so I'm curious about this. I planned to dig around for functions today to see if someone is a watcher, etc. On Feb 20, 2009, at 5:05 AM, Ruslan Zakirov wrote: Scrips On Fri, Feb 20, 2009 at 3:04 PM, Wikus Smit wikus.s...@gmail.com wrote: Hi, Is there a way to automatically add a user as a new watcher (for that ticket) when a ticket is taken or do I have to add myself every time manually as Cc? Regards, Wikus ___ 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 -- Best regards, Ruslan. ___ 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 -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness -- Best regards, Ruslan. ___ 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] Strange things with RT 3.8.2 Approval system
Hi,
L B bertignac at gmail.com writes:
##
## SCENARIO 1
##
Remarks at the end of this scenario:
- I think the other approvers should receive a notification that the
ticket has been approved by one of them : do I have to add the
MYPROJECT_APPROVERS as admincc of the queue ? If I do this, standard
scrip will be applied, should I remove some of them ?
see if it works if you add user2 to the cc of the approval scrip template for
user1, and vice versa for user1 in template for user2.
- The two emails are not exactly the same : one saying other approvals
may be pending, the other saying all of them are approved: how can I
send an email when the request is partially approved, and another
email once all the approvals are done ? For example, emails Approved
by USER1, Approved by USER2, Approved by all the approvers
In RT::Approval::Rule::Passed, the partially approved and all approved cases are
simply using different templates ('Approval Passed' and 'All Approvals Passed',
respectively). I don't think the workflow currently supporting sending both
types of mails in the last approval that triggers complete approval.
- There is a comment in the email content saying a summary of which
appears below. which is false. How can make it true ?
The section is the Content part in your template. you can use strings such as
{$Tickets{TOP}-Subject} to refer to the subject of the ticket to be approved
in the template.
##
## SCENARIO 2
##
- Why is the comment of the USER1 rejecting the ticket is missing ?
USER1 did a comment in the web interface but it doesn't appear neither
in the email nor in the web ticket log.
- IMO, it shouldn't be possible to approve a ticket once it has been
rejected by one of the approvers. Moreover, there is in the email Its
Owner may now start to act on it. which is not true.
Maybe these problems are related to my configuration, so is my
configuration correct ? Do I use the approval system how it's designed
to be used ?
I believe these are bugs. I can take a look later.
Cheers,
CLK
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Re: [rt-users] RT Default query My Tickets
Hi Kenneth, Kenneth Crocker KFCrocker at lbl.gov writes: I need to make some changes to the default Query My Tickets. Where would I find that code to change some of the default sorts? Thanks. You can click edit on My Tickets, adjust the predefined search, and save it. Alternatively you can create a system-wide saved search, then go to Config - Global - RT at a glance to replace the default My Tickets with the search you just saved. Cheers, CLK ___ 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
