Re: [rt-users] Suppressing/redirecting log messages?

[Ruslan Zakirov]

After RT::LoadConfig, but befor RT::Init, you can adjust Log* options
using RT->Config->Set( Option => $value ).

On Fri, May 22, 2009 at 8:01 PM, Johnathan Bell
 wrote:
> Okay, next question. How can I suppress or redirect all of the logger
> output? It produces too much output for my utility and will probably
> confuse its users... I can't seem to find any docs on RT::Logger, and
> the mail archive doesn't have much info either. I know I can just
> redirect stderr, but I don't want to have to redirect the whole stream,
> just the log messages.
>
> Thanks.
>
> --
> Johnathan Bell
> Internet System Administrator, Baker College
>
> ___
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>
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> 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
>



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Re: [rt-users] Cannot locate RT/FM.pm

[Ruslan Zakirov]

That leading double slash (//var/...) causes your problems. I think
it's in lib/RT.pm, you can fix it by hand. Also, 3.8.3rc2 should
handle such things fine.

On Fri, May 22, 2009 at 9:04 PM, Woody - Wild Things
 wrote:
> Hello,
>
> I've installed RTFM (RTFM-2.4.1,RT-3.8.1), using
>
> perl Makefile.PL (and path /var/www/mysite/lib as path to RT.pm)
>
> all goes fine, until i add
>
> Set (@plugins,'RT::FM");
>
> and then i get:
>
>  [error] Can't locate RT/FM.pm in @INC (@INC contains:
> //var/www/mysite/local/lib //var/www/mysite/lib
> /var/www/mysite/bin/../local/lib /var/www/mysite/bin/../lib etc
>
> In system configuration I have
>
> RT::LocalPluginPath     /var/www/mysite/local/plugins
>
> but FM.pm is in /var/www/mysite/local/plugins/RT-FM/lib/RT/FM.pm
>
> is that correct?
>
> thanks
>
> Woody.
>
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>
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>
>
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> Buy a copy at http://rtbook.bestpractical.com
>



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Re: [rt-users] any ideas why this post with php CURL not setting custom field?

[Tom Lahti]

Custom fields should be in the form of:

CF.{CustomField}: value

So you want

CF.{UPC}: 7585485.

-not-

CF-UPC: 786936180992

vtplymblfan...@yahoo.com wrote:
> Could the problem be that I have to encode the dash in CF-UPC somehow 
> before sending it via CURL (but it gets encoded automatically from the 
> form and that is why the form works)?
> 
> I hope to be able to add some logging statements to 
> REST/1.0/ticket/default so that I can see what RT is getting in either 
> case, but as yet I don't have the needed permissions from my admin.
> 
> K
> 
> 
> 
> *From:* "vtplymblfan...@yahoo.com" 
> *To:* rt-users@lists.bestpractical.com
> *Sent:* Tuesday, May 19, 2009 12:53:21 PM
> *Subject:* [rt-users] any ideas why this post with php CURL not setting 
> custom field?
> 
> Hi there,
> 
> I have modified a web application to post to RT's web interface a create 
> ticket request. The post works perfectly... the ticket get created in 
> the right queue with the given subject and text... except that the 
> custom field value I pass (UPC) in does not get set. Here is the CURL code:
> 
> 
> 
> $content = 'id: new
> CF-UPC: 786936180992
> Text: This is the ticket text
> Subject: This is the subject
> Queue: External App Requests';
> 
> $request = RT_LOCATION;
> $request .= 'ticket/new/';
> 
> $postargs = array(
>'user' => RT_USER,
>'pass' => RT_PASS,
>'content' => $content
> );
> 
> // get the curl session object
> $session = curl_init($request);
> 
> // set the POST options
> curl_setopt ($session, CURLOPT_POST, true);
> curl_setopt ($session, CURLOPT_POSTFIELDS, $postargs);
> curl_setopt($session, CURLOPT_HEADER, true);
> curl_setopt($session, CURLOPT_RETURNTRANSFER, true);
> curl_setopt( $session, CURLOPT_HTTPHEADER, array( 'Expect:' ) );
> 
> // do the POST and then close the session
> $response = curl_exec($session);
> curl_close($session);
> 
> ---
> 
> In debugging this I have also created a simple form which posts to the 
> same place:
> 
> http://foo.foo.edu/REST/1.0/ticket/new/";>
> User: 
> Pass: 
> Content: id: new
> CF-UPC: 786936180992
> Text: This is the ticket text from the form.
> Subject: This is the subject
> Queue: External App Requests
> 
>  
> 
> When this form is used, again the ticket is created but in this case the 
> custom field UPC does get set. But 
> the "Content:" being sent is the same in both. In particular in both cases I 
> am providing UPC's value with 
> "CF-UPC: 78..." Can anyone here explain what the difference could possibly be 
> between these two
> posting methods that could result in this scenario? By the way, in both cases 
> I am passing in the same 
> user name and password. I am really stumped and I suspect some small stupid 
> thing I have missed.
> 
> Thanks for your help,
> Kim
> 
> 
> 
> 
> 
> 
> 
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
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> 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

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[rt-users] Signature are not attached while create/reply/comment on tickets

[Rana Tanveer]

Hi RT Users.

I have upgrade from 3.8.1 to 3.8.2,

but my users cant attach signatures while creating tickets replying and
commenting.
what might be the issue ?

can some one guide me ?


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Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1

[Rob Munsch]

On Fri, May 22, 2009 at 4:18 PM, Eric Chatham  wrote:

> On Friday, May 22, 2009 15:58, Rob Munsch wrote,
>
> > Most likely in
> > /var/log/
>
> There is nothing listed in /var/log.
>

er...

I'm thinking you should probably tell us more about your system setup in
general...

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Re: [rt-users] SuperUser shown in Owner selection list

[Elton S. Fenner]

Thanks Kenn.

Folks!

Digging around I found was my misunderstanding.
When I'm logged as SuperUser other SuperUsers appear in the Owner
selection list but logged as a privileged user -- not SuperUser -- the
other SuperUsers do not appear in the selection list. Normal behavior.

My suggestion is to put some note about this in the wiki (http://wiki.bestpractical.com/view/SuperUser).

Best regards,




Elton S. Fenner,
Analista de Rede,
Assembléia Legislativa do RS.
+55 51 3210-1249



Ken Crocker wrote:

  
Elton,
  
  
    I've attached a few documents we developed for our users. I have
more (like how to do searches/queries). We are on 3.6.4, so there may
be some other stuff available on 3.8 that we don't deal with yet. Good
luck.
  
  
Kenn
LBNL
  
On 5/22/2009 9:12 AM, Elton S. Fenner wrote:
  


Hi folks!

First of all I would like to say thanks to the developers of RT.

I'm reading a lot about queues, groups and permitions to fully
understand RT and use the hole potential of this tool.
A friend of mine noticed that SuperUser is shown on Owner selection
list.
This link says (http://wiki.bestpractical.com/view/SuperUser)
that
behavior is not correct since version 3.2(or
3.4?). SuperUsers shouldn't appear on that list.

Questions:
1- There is something I must configure and haven't done yet? Some
advice?
2- Maybe some tag I must set on my RT_SiteConfig.pm file?
3- The documentation isn't reflecting the reality?

Thanks in advance.
Best regards.




Elton S. Fenner,
Analista de Rede,
Assembléia Legislativa do RS.
+55 51 3210-1249 


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Caro usuário:
* Caso esta mensagem não tenha sido corretamente classificada como
spam, encaminhe para s...@dspam.al.rs.gov.br.
* Caso esta mensagem tenha sido erroneamente classificada como spam,
encaminhe para inoce...@dspam.al.rs.gov.br.
  
!DSPAM:8,4a16e1eb83166512516202!



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[rt-users] Does ___Approvals need an e-mail add setup?

[Gavin Henry]

Hi,

Is ___Approvals like any other queue where you can setup an email
address for users to get things approved?

We on 3.8.2 here.

Thanks.
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Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1

[Eric Chatham]

On Friday, May 22, 2009 15:58, Rob Munsch wrote,

> Most likely in
> /var/log/
>
> and you're looking for "syslog" in there, which you can check last 10 lines 
> of with
> tail syslog
>
> or last 35 lines with
> tail -n 35 syslog
>
> or watch in realtime with
> tail -f syslog 
> (then CTRL-C to break out of that)

There is nothing listed in /var/log.

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Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1

[Rob Munsch]

On Fri, May 22, 2009 at 3:36 PM, Eric Chatham  wrote:

> On May 22, 2009, Rob Munsch wrote:
>
> >
> > I'd suggest putting this in your SiteConfig,
> >
> > Set($LogToSyslog, 'info');
> > Set($LogStackTraces, 'debug');
> >
> > and starting up, trying to log in, then checking the logs.
>
> Thank you.  I added the variables.  Where can I check the logs at?
>

Most likely in
/var/log/

and you're looking for "syslog" in there, which you can check last 10 lines
of with
tail syslog

or last 35 lines with
tail -n 35 syslog

or watch in realtime with
tail -f syslog 
(then CTRL-C to break out of that)

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Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

[Jerrad Pierce]

Your question is very vague, but maybe

http://wiki.bestpractical.com/view/OfflineEdits

would be of interest. It can also accept CSV,
but you're better off using the long form text I think.
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Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1

[Eric Chatham]

On May 22, 2009, Rob Munsch wrote:

>
> I'd suggest putting this in your SiteConfig,
>
> Set($LogToSyslog, 'info');
> Set($LogStackTraces, 'debug');
>
> and starting up, trying to log in, then checking the logs.

Thank you.  I added the variables.  Where can I check the logs at?

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Re: [rt-users] Everything's plaintext

[Rob Munsch]

On Fri, May 22, 2009 at 2:39 PM, Lamers, Dan  wrote:

> Set($TrustHTMLAttachments, 1);
>

Aha.  I hadn't noticed this before, and i strongly suspect that'll do it.
Thanks!

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Re: [rt-users] Everything's plaintext

[Lamers, Dan]

These are the settings I use to accept incoming formatted messages
 
Set($TrustHTMLAttachments, 1);
Set($PreferRichText, 1);

Hope this helps!

Regards, 
Dan

 



From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rob
Munsch
Sent: Friday, May 22, 2009 2:16 PM
To: rt Users
Subject: [rt-users] Everything's plaintext


Good your-time-here, list:

I have

Set($MessageBoxRichText, 1);
Set($PreferRichText, 1);

yet all messages coming in - or going out! - are plaintext.  I can
compose something using the wysiwyg bar, but none of the formatting is
kept.  Worse, everything seems to be double-spaced, making every ticket
twice as long as it needs to be.

What other settings have I missed to get this working?

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[rt-users] Everything's plaintext

[Rob Munsch]

Good your-time-here, list:

I have

Set($MessageBoxRichText, 1);
Set($PreferRichText, 1);

yet all messages coming in - or going out! - are plaintext.  I can compose
something using the wysiwyg bar, but none of the formatting is kept.  Worse,
everything seems to be double-spaced, making every ticket twice as long as
it needs to be.

What other settings have I missed to get this working?

-- 
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Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1

[Rob Munsch]

On Fri, May 22, 2009 at 2:12 PM, Rob Munsch  wrote:

> On Fri, May 22, 2009 at 10:01 AM, Eric Chatham wrote:
>
>> > No, the CPAN install is just fine, it just wasn't clear what you had
>> done.
>>
>> Thank you for replying.  I'm still having a problem getting this to work.
>>  I tried doing a tethereal capture.  No packets are recorded in the capture
>> when I try to log on to the web interface.  Here are my new RT_SiteConfig
>> settings.
>>
>
> I'd suggest putting this in your SiteConfig,
>
> Set($LogToSyslog, 'info');
> Set($LogStackTraces, 'debug');
>
> and starting up, trying to log in, then checking the logs.
>
> --
> /chown -R us:us /yourbase
>
>
Oh good.  Sorry, copied from my own config.  Make them both debug; no info.

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Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1

[Rob Munsch]

On Fri, May 22, 2009 at 10:01 AM, Eric Chatham wrote:

> > No, the CPAN install is just fine, it just wasn't clear what you had
> done.
>
> Thank you for replying.  I'm still having a problem getting this to work.
>  I tried doing a tethereal capture.  No packets are recorded in the capture
> when I try to log on to the web interface.  Here are my new RT_SiteConfig
> settings.
>

I'd suggest putting this in your SiteConfig,

Set($LogToSyslog, 'info');
Set($LogStackTraces, 'debug');

and starting up, trying to log in, then checking the logs.

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[rt-users] Cannot locate RT/FM.pm

[Woody - Wild Things]

Hello,

I've installed RTFM (RTFM-2.4.1,RT-3.8.1), using

perl Makefile.PL (and path /var/www/mysite/lib as path to RT.pm)

all goes fine, until i add

Set (@plugins,'RT::FM");

and then i get:

  [error] Can't locate RT/FM.pm in @INC (@INC contains: 
//var/www/mysite/local/lib //var/www/mysite/lib 
/var/www/mysite/bin/../local/lib /var/www/mysite/bin/../lib etc

In system configuration I have

RT::LocalPluginPath /var/www/mysite/local/plugins

but FM.pm is in /var/www/mysite/local/plugins/RT-FM/lib/RT/FM.pm

is that correct?

thanks

Woody.

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[rt-users] SuperUser shown in Owner selection list

[Elton S. Fenner]

Hi folks!

First of all I would like to say thanks to the developers of RT.

I'm reading a lot about queues, groups and permitions to fully
understand RT and use the hole potential of this tool.
A friend of mine noticed that SuperUser is shown on Owner selection
list.
This link says (http://wiki.bestpractical.com/view/SuperUser) that
behavior is not correct since version 3.2(or
3.4?). SuperUsers shouldn't appear on that list.

Questions:
1- There is something I must configure and haven't done yet? Some
advice?
2- Maybe some tag I must set on my RT_SiteConfig.pm file?
3- The documentation isn't reflecting the reality?

Thanks in advance.
Best regards.




Elton S. Fenner,
Analista de Rede,
Assembléia Legislativa do RS.
+55 51 3210-1249




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[rt-users] Suppressing/redirecting log messages?

[Johnathan Bell]

Okay, next question. How can I suppress or redirect all of the logger 
output? It produces too much output for my utility and will probably 
confuse its users... I can't seem to find any docs on RT::Logger, and 
the mail archive doesn't have much info either. I know I can just 
redirect stderr, but I don't want to have to redirect the whole stream, 
just the log messages.

Thanks.

-- 
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Internet System Administrator, Baker College

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Re: [rt-users] any ideas why this post with php CURL not setting custom field?

[vtplymblfan-rt]

Could the problem be that I have to encode the dash in CF-UPC somehow before 
sending it via CURL (but it gets encoded automatically from the form and that 
is why the form works)?

I hope to be able to add some logging statements to
REST/1.0/ticket/default so that I can see what RT is getting in either
case, but as yet I don't have the needed permissions from my admin.

K




From: "vtplymblfan...@yahoo.com" 
To: rt-users@lists.bestpractical.com
Sent: Tuesday, May 19, 2009 12:53:21 PM
Subject: [rt-users] any ideas why this post with php CURL not setting custom 
field?

Hi there,

I
have modified a web application to post to RT's web interface a create
ticket request. The post works perfectly... the ticket get created in
the right queue with the given subject and text... except that the
custom field value I pass (UPC) in does not get set. Here is the CURL
code:



$content = 'id: new
CF-UPC: 786936180992
Text: This is the ticket text
Subject: This is the subject
Queue: External App Requests';

$request = RT_LOCATION;
$request .= 'ticket/new/';

$postargs = array(
   'user' => RT_USER,
   'pass' => RT_PASS,
   'content' => $content
);

// get the curl session object
$session = curl_init($request);

// set the POST options
curl_setopt ($session, CURLOPT_POST, true);
curl_setopt ($session, CURLOPT_POSTFIELDS, $postargs);
curl_setopt($session, CURLOPT_HEADER, true);
curl_setopt($session, CURLOPT_RETURNTRANSFER, true);
curl_setopt( $session, CURLOPT_HTTPHEADER, array( 'Expect:' ) );

// do the POST and then close the session
$response = curl_exec($session);
curl_close($session);

---

In debugging this I have also created a simple form which posts to the same 
place:


http://foo.foo.edu/REST/1.0/ticket/new/";>
User: 
Pass: 
Content: id: new
CF-UPC: 786936180992
Text: This is the ticket text from the form.
Subject: This is the subject
Queue: External App Requests

 

When this form is used, again the ticket is created but in this case the custom 
field UPC does get set. But 
the "Content:" being sent is the same in both. In particular in both cases I am 
providing UPC's value with 
"CF-UPC: 78..." Can anyone here explain what the difference could possibly be 
between these two
posting methods that could result in this scenario? By the way, in both cases I 
am passing in the same 
user name and password. I am really stumped and I suspect some small stupid 
thing I have missed.

Thanks for your help,
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[rt-users] Dashboards on Self Service

[Dániel Omaisz-Takács]

Hi all,
I'm looking for a way to enable my users to see 1 particular dashboard
in the selfservice... i copied the dashboards folder to selfservice
and given the unprivilaged group the SeeDashboards right... i created
the dashboard, taped on the link:
rtserver:81/SelfService/Dashboards/Render.html?id=32

got the following error:

Couldn't load dashboard 32: Failed to load dashboard 32: Couldn't find row

Any ideas?

Thank you! =)
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Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1

[Eric Chatham]

> No, the CPAN install is just fine, it just wasn't clear what you had done.

Thank you for replying.  I'm still having a problem getting this to work.  I 
tried doing a tethereal capture.  No packets are recorded in the capture when I 
try to log on to the web interface.  Here are my new RT_SiteConfig settings.

# Set( $rtname, 'example.com');
# Set(@Plugins,(qw(Extension::QuickDelete)));
# Set($WebPath, "/rt3");
Set($rtname, "broadvox.local");
Set($Organization, 'broadvox.local');
# Set($CorrespondAddress, 'echat...@broadvox.net');
# Set($CommentAddress, 'echat...@infotelecom.us');
Set($Timezone, 'US/Eastern');
# Set($WebBaseURL, 'http://rt.broadvox.local/');
Set(@Plugins, qw(RT::Authen::ExternalAuth));

# Database
# Set($DatabaseType, 'mysql');
# Set($DatabaseUser, 'rt_user');
# Set($DatabasePassword, 'rt_pass');
# Set($DatabaseRTHost, 'localhost');

# External Authentication
Set($ExternalAuthPriority, ['My_LDAP']);

# LDAP
Set($ExternalSettings,  {'My_LDAP' => {'type' => 'ldap',
  'auth' => 1,
  'info' => 1,
  'server' => 
'clehbdc01.broadvox.local',
  'user' => 'secmanager',
  'pass' => '**',
  'port' => '389',
  'base' => 
'ou=USA,dc=broadvox,dc=local',
  'filter' => '(objectclass=user)',
  'attr_match_list' => [ 'Name',
 'EmailAddress',
 'RealName',
 'WorkPhone',
 'Address2'
],
  'attr_map' => {'Name' => 
'sAMAccountName',
 'EmailAddress' => 
'mail',
 'Orginazation' => 
'physicalDeliveryOfficeName',
 'RealName' => 'cn',
 'ExternalAuthID' => 
'sAMAccountName',
 'WorkPhone' => 
'telephoneNumber',
 'Address1' => 
'streetAddress',
 'City' => 'l',
 'State' => 'st',
 'Zip' => 'postalCode',
 'Country' => 'co'}
}
});
1;
[r...@clehbrtsrv01 etc]# tethereal ip host 172.16.5.10 -w /home/share/rt.cap
Running as user "root" and group "root". This could be dangerous.
Capturing on eth0

[r...@clehbrtsrv01 etc]#

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Re: [rt-users] http://wiki.bestpractical.com/view/NotifyOwner

[Gavin Henry]

2009/5/22 Gavin Henry :
> Hi,
>
> I have followed http://wiki.bestpractical.com/view/NotifyOwner and
> created a new template:
>
> Subject: Task assigned: {$Ticket->Subject}
>
> { $Transaction->CreatorObj->Name; } has assigned the following task to you:
>
>        "{$Ticket->Subject()}"
>
> Please visit the following URL for more info or reply to this ticket:
>
> $RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>
>
> -
> {$Transaction->Content()}
>
>
>
>         Thank you.
>
>
>
> The problem is I can get either scrips to trigger.
>
> I create a ticket via email, log in and change the owner. No e-mail sent.
>
> What am I doing wrong here? It did work with the default setup, but I
> can't get that to work again. Maybe I have to create the ticket via
> the web interface? Will test that.
>
> RT 3.8.2 with Pg backend.
>

Hmm, still no joy. Have tried global and queue specific and via webgui
and e-mail.

Argghhh.
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Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

[Raed El-Hames]

Hi Simon;

Referring to your email yesterday, I think you are better off either 
using the api or web request (rt_cli and REST) as Ruz have suggested to 
you ..
My preferred method is using the api (this what I typically use for 
scheduled bulk create/update etc), and what I mean by api is a perl 
script calling the appropriate lib/RT modules and functions which you 
start by cron ..

Roy



 


Simon Dray wrote:
> Hi
>
> Is there a list anywhere of the command types for OFFLINE such as === 
> Update-Ticket etc also UpdateType etc
>
>
> I really need as much information as possible to try and construct the file 
> for ingesting into RT, I have three basic functions which are Create, Change 
> or resolve
>
> Any help much appreciated
>
>
> Simon
>
>   
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Re: [rt-users] Scrip-Generation: OnOwnerChange --> Change Queue to one of the owner is granted to se

[Thomas Fluch]

It works great with queue names as you coded it bellow!
 
Thanks for your help!!
 
Best regards,
Tommy!

>>> Ruslan Zakirov  2009-05-20 23:10:43 >>>

The easiest way is to use a perl hash:

my %map = (
  'user name A' => 'queue name',
  'user name B' => 'queue name',
  ...
);

Then you do something like this:

my $owner_name = $self->TicketObj->OwnerObj->Name;
my $new_queue_name = $map{ $owner_name };
unless ( $new_queue_name ) {
$RT::Logger->error("No owner map for user $owner_name");
return 0;
}

my ($status, $msg) = $self->TicketObj->SetQueue( $new_queue_name );
unless ( $status ) {
$RT::Logger->error("Couldn't set queue to '$new_queue_name' of a
ticket #". $self->TicketObj->id . ": $msg");
return 0;
}

I don't remember exactly if SetQueue method supports names, but
looking at your progress I think you can find way to load Queue by
name and get its id.

On Mon, May 18, 2009 at 12:29 PM, tommy0660  wrote:
>
> Hey!
>
> I have the following problem:
> If a ticket has been taken the owner AND the queue should change
> automatically. The queue should be one of those the owner is granted to see.
> Not every user is granted to see each queue. "Supporter A" for example is
> granted to see his queue "Development". If Supporter A takes a ticket, the
> queue should also change to Development. If an owner has rights to see more
> than one queue, i want to specifiy which queue it should be by my own
> hardcoded in the scrip (due to the fact, that this would only happen to
> three users, its not much work to do that.)
>
> So what i need is to find out:
>
> Who is the new owner of the ticket?
> Is the owner = Supporter A, Supporter B or Supporter C
> If yes:
>  If Supporter A:
>  Change Queue to "Queue 1";
>  If Supporter B:
>  and so on
> ...
> If no:
> Get the queue the owner is granted to see
> Change queue to this queue.
>
> I started without any knowledge about perl with the following scrip:
>
> #Get the new Owner of the ticket
> my $Owner = $self->TicketObj->Owner;
>
> #Here i tried to get the Owners Queue but I will get the Tickets Queue and
> thats wrong.
> ///my $Queue = $self->TicketObj->QueueObj->Name;
>
> #Set the Queue to $Queue
> my ($status, $msg) = $TicketObj->SetQueue ( $Queue );
> unless ( $status ) {
> die "Error: $msg";
> }
>
> Maybe someone can help me.
>
> Thx
> Best regards
> Tommy
> --
> View this message in context: 
> http://www.nabble.com/Scrip-Generation%3A-OnOwnerChange---%3E-Change-Queue-to-one-of-the-owner-is-granted-to-see-tp23593199p23593199.html
>  
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
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>



-- 
Best regards, Ruslan.

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Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets

[Simon Dray]

Hi

Is there a list anywhere of the command types for OFFLINE such as === 
Update-Ticket etc also UpdateType etc


I really need as much information as possible to try and construct the file for 
ingesting into RT, I have three basic functions which are Create, Change or 
resolve

Any help much appreciated


Simon

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Re: [rt-users] Notify new users about their login information

[Thomas Fluch]

Hey Gene,
 
I know what you mean and I would never manually change something in the 
database or in the whole files of the RT installation since I didnt install it 
but im supposed to configure it via the interface.
 
What i actually thought that you mean is that there is one database which 
contains all objects (like queue, user, group, etc) and all preferences of them 
(user mail address, queue name, etc.). I thought that i then can enter this 
database and can have a look on all these preferences to (i.e.) find out what 
your code below actually should do :D... or how I can find out the queues a 
user is watcher of (regarding to another problem I floated). Because you wrote 
an example condition for me...after that condition I would have to do the same 
progress the template from the wiki does (creating a username, creating a 
password —> both for new users). But i cant access this scrip...so i have no 
idea how to find out what the code to generate a password and send it via email 
looks like.
 
But ok, i will try out something. I hope you understand that its a little bit 
hard without any perl knowledge and wihtout knowing all the objects and 
preferences RT uses and I theoretically could access.
 
I let you know, if i have a specific problem with my codes.
 
Thanks for your efforts.
 
best regards,
Tommy!

>>> Gene  LeDuc  2009-05-20 20:35:43 >>>

Hi Tommy,

The database is whatever database that was decided on when RT was 
installed; it has nothing to do with perl.  We use MySQL for our database 
and I use Toad to do my snooping.  I really can't tell you anything about 
your installation's database or how to access it.

Here there be dragons, lad...  Pretty much everyone agrees that accessing 
the database directly, instead of letting RT do the grunt work, is not 
generally a great idea.  I did it because I wanted to understand what is 
going on behind the scenes with RT.  These observations have often been 
helpful, but at other times have led me down the wrong path.  You should 
never modify the database directly.

Gene

At 11:09 AM 5/20/2009, Thomas Fluch wrote:
>thank you for your example code!
>
>You said, that you poked aroung in the database. I guess, that this 
>database would help me a lot finding objects and their preferences I can 
>use in a custom condition or custom action. Would you tell where i can 
>find this database exactly so that i can try to understand perl a little?
>
>Thank you!
>Best regards, Tommy!
>
> >>> Gene  LeDuc  2009-05-18 18:39 >>>
>Ah, didn't realize you meant creating a user via the web.  Poking around in
>the database, I'd guess that something like the following might work as
>your custom condition:
>
>{ ### True when new user created via web
>my $TA = $self->TransactionObj;
>my $val = $TA->ObjectType eq 'RT::User'
>   && $TA->Type eq 'Create'
>   && $TA->CreatorObj->Id > != 1;
>return $val;
>}
>
>I haven't tried the above (or used ObjectType), but I think it's at least a
>good place to start.  The following observations are for v3.6.3.  When a
>user is created via an e-mail ticket, the Creator is the System user, and
>the System user is #1.  When a user is created via a web session, the
>Creator is the logged in user, which is always > #12.  Set this up in a
>global scrip and use a variant of the auto-password template you're already
>using for tickets.  If it doesn't work, throw some debug logging stuff in
>and see what you get.  Once you get it working, this would be a good wiki
>addition!


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 


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Re: [rt-users] Users cant view their own preferences

[Vincent Beau]

This might have been changed when I played with the custom fields.

Anyway it works now, thanks a lot !

Best regards,

Vincent

On 22/05/2009 12:18, Thomas Fluch wrote:
Did you grant the "Modify Self" Right? I dont know it exactly but it 
could be that you have to set the "See config Tab" Right too...It 
could also be that u dont need this right and the user can set his 
preferences then on the very right upper corner via "preferences". But 
im sure u need "Modify Self".

Best regards,
Tommy!


>>> Vincent Beau  2009-05-22 13:11:54 >>>
Hello,

I'm getting a pretty annoying problem here, since every user which is
not granted as superuser can't access their preferences.

Is that normal ?
If not, how can I fix this ?

Thanks.

Vincent
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Re: [rt-users] Users cant view their own preferences

[Odhiambo ワシントン]

On Fri, May 22, 2009 at 2:11 PM, Vincent Beau  wrote:

> Hello,
>
> I'm getting a pretty annoying problem here, since every user which is
> not granted as superuser can't access their preferences.
>
> Is that normal ?
> If not, how can I fix this ?
>

Did you grant ModifySelf to everyone? I think that's what determines whether
a user can change their preferences.

-- 
Best regards,
Odhiambo WASHINGTON,
Nairobi,KE
+254733744121/+254722743223
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
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Re: [rt-users] Users cant view their own preferences

[Thomas Fluch]

Did you grant the "Modify Self" Right? I dont know it exactly but it could be 
that you have to set the "See config Tab" Right too...It could also be that u 
dont need this right and the user can set his preferences then on the very 
right upper corner via "preferences". But im sure u need "Modify Self".
 
Best regards,
Tommy!


>>> Vincent Beau  2009-05-22 13:11:54 >>>

Hello,

I'm getting a pretty annoying problem here, since every user which is 
not granted as superuser can't access their preferences.

Is that normal ?
If not, how can I fix this ?

Thanks.

Vincent
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[rt-users] http://wiki.bestpractical.com/view/NotifyOwner

[Gavin Henry]

Hi,

I have followed http://wiki.bestpractical.com/view/NotifyOwner and
created a new template:

Subject: Task assigned: {$Ticket->Subject}

{ $Transaction->CreatorObj->Name; } has assigned the following task to you:

"{$Ticket->Subject()}"

Please visit the following URL for more info or reply to this ticket:

$RT::WebURL}Ticket/Display.html?id={$Ticket->id}


-
{$Transaction->Content()}



 Thank you.



The problem is I can get either scrips to trigger.

I create a ticket via email, log in and change the owner. No e-mail sent.

What am I doing wrong here? It did work with the default setup, but I
can't get that to work again. Maybe I have to create the ticket via
the web interface? Will test that.

RT 3.8.2 with Pg backend.
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[rt-users] Users cant view their own preferences

[Vincent Beau]

Hello,

I'm getting a pretty annoying problem here, since every user which is 
not granted as superuser can't access their preferences.

Is that normal ?
If not, how can I fix this ?

Thanks.

Vincent
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Re: [rt-users] FW: Regular Authentication and ExternalAuth RT 3.8.1

[Mike Peachey]

Thu 21 May 2009 18:38:45 GMT
Eric Chatham wrote:
> On Thursday, May 21, 2009 10:39, Mike Peachey wrote,
> 
> 
>>> I'm still having a problem with this.  Does anyone know how to get LDAP
>> working on RT 3.8.2?  Thank you.
>>
>> Absolutely.
>>
>> You don't mention actually *installing* RT::Authen::ExternalAuth into
>> your RT install..
> 
> I did the CPAN install.  Would you suggest the manual installation, using the 
> tarball you provided in your e-mail?

No, the CPAN install is just fine, it just wasn't clear what you had done.

-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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[rt-users] Owner nobody not found in simple search

[Markus.Kummer]

Hello,

I got a problem with the simple search in RT 3.8.2.

When I'm looking for tickets of the user nobody no tickets are found. For all 
other users the search works.
In the new search form the tickets of the user nobody are found. Could this be 
a misconfiguration?

Can anybody help me on this, please!

Markus Kummer

T-Systems Enterprise Services GmbH
SDU Telco NPS
Rabinstr. 8
53111 Bonn
Tel: + 49 228 9841 382
E-Mail: markus.kum...@t-systems.com 

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