[rt-users] Take notice: RT-3.x.x and DBD::Oracle-1.23
Hello, I'm currently migrating a couple of servers from Ubuntu to Centos and just finished installing rt-3.8.4 and came across a nasty surprise. make fixdeps installs DBD::Oracle-1.23 but then make initdb has a problem inserting the system accounts into the Users table. The error is an ORA-04043: object Users does not exist The table does exist, as are the other tables, but the insert fails. A little googling got me a hit on a Russian site (Ruslan) which led me to install DBD::Oracle-1.22 and then retry the make initdb, after dropping it first of course. That did the trick, no problems during inserts anymore. Normally I would create the user myself and/or do a schema import from production and probably be very surprised that somethings didn't work anymore through the webgui. Maybe this should be added to the docs until DBD::Oracle is fixed or else the version required should be 1.22 instead of 1.23 Regards, Joop ___ 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] enable ability to forward tickets
Hi Guys, I am trying to enable the forward option on tickets, it is available on one of our rt systems but not the other. It appears with the reply / comment options above the ticket body. Thanks Bashir ___ 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] Oracle and accented characters
All, I just amended the Wiki (OracleSetup) with the following (last part): I did try with the defaults but that resulted in ?? instead of a accented character. Modifying directly in the database using sqlplus went OK but in the webinterface those accented characters went back to ??. So the problem was with Apache-database Setting various NLS_LANG parameters and restarting Apache resulted in accented characters when the third parameter matched with the database characterset. Other combinations should work too as long as the database is a superset of the clientside. Setting the clientside (apache) to the same as the database is the easiest way, certainly when both apache and the database are on the same server. Regards, Joop Encoding problem with mod_perl2 (for RedHat http://wiki.bestpractical.com/view/RedHat El5, it can be added to /etc/sysconfig/httpd which is sourced by /etc/init.d/httpd) (remark: that didn't work for me, it does when set to AMERICAN_AMERICA.WE8MSWIN1252 which is also my database charset!, see also: http://www.oracle.com/technology/tech/globalization/htdocs/nls_lang%20faq.htm) ___ 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] help in creating Scrips
I changed this
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
to:
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR = '=',
VALUE = $oa);
but I'm getting error
Jun 11 22:13:13 data1 RT: Query error in ( 'CF.' = 'alert' ) AND (
'Queue' = 'IT' ) : Unknown field: CF. at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
'm guessing, this is because I do not a CustomField. I attached our RT
interface. Anybody kindly help, identify the problem.
My RT interface shows some of this information:
#2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
*Ticket metadata*
The Basics:
Id: 2345
Status: new
Left: 0 min
Priority: 60/0
Queue: IT
Custom Fields:
Machine Name: No Value
Customer: No Value
People:
Owner: Nobody
Requestors: rmp.dmd1...@gmail.com
Thanks!
Roehl
On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd rmp.dmd1...@gmail.com wrote:
Thank you very much Raed.
This problem explains while I merging the newly created tickets to a
ticket with status 'new' on the top of the list.
I need to merge new ticket to an existing ticket with subject matching **
PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
The existing ticket has an ID: 2312 with Subject: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
I will merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is ticket is on the
top of IT queue list
223 Centralize Sever login open IT
668 test on Saturn open IT
720 DRP new IT
745 Backup - all corporate open IT
873 Image Ken Gen open IT
1135 DSS-3 tapes new IT
Below is the script. I hope somebody can help.
Thanks!
Roehl
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
#$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
___
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Re: [rt-users] help in creating Scrips
You answered you are own question , yes you are getting the error
because you do not have the custom field
Create the custom field and apply it to all queues (unless the scrip
below is not a global scrip -- but I doubt that--)
Can you explain what you are trying to do, maybe we can help you, I am
not sure you need to search on custom fields (considering they don't
exist to begin with)
Roy
rmp dmd wrote:
I changed this
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
to:
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR
= '=', VALUE = $oa);
but I'm getting error
Jun 11 22:13:13 data1 RT: Query error in ( 'CF.' = 'alert' )
AND ( 'Queue' = 'IT' ) : Unknown field: CF. at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
'm guessing, this is because I do not a CustomField. I attached
our RT interface. Anybody kindly help, identify the problem.
My RT interface shows some of this information:
#2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
*Ticket metadata*
The Basics:
Id: 2345
Status: new
Left: 0 min
Priority: 60/0
Queue: IT
Custom Fields:
Machine Name: No Value
Customer: No Value
People:
Owner: Nobody
Requestors: rmp.dmd1...@gmail.com mailto:rmp.dmd1...@gmail.com
Thanks!
Roehl
On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd rmp.dmd1...@gmail.com
mailto:rmp.dmd1...@gmail.com wrote:
Thank you very much Raed.
This problem explains while I merging the newly created
tickets to a ticket with status 'new' on the top of the list.
I need to merge new ticket to an existing ticket with subject
matching ** PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **
The existing ticket has an ID: 2312 with Subject: ** PROBLEM
alert - Echo PC02/check_usa is CRITICAL **
I will merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is
ticket is on the top of IT queue list
223 Centralize Sever login open IT
668 test on Saturn open IT
720 DRP new IT
745 Backup - all corporate open IT
873 Image Ken Gen open IT
1135 DSS-3 tapes new IT
Below is the script. I hope somebody can help.
Thanks!
Roehl
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject =
$Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
#$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id .
into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
___
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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] help in creating Scrips
I just want to merge new tickets with existing tickets with matching subject
line.
I have been provided with the script below. But getting errors on this line
cause the Custom field is not present.
error $TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR =
'=', VALUE = $oa);
I need to get the ID of the existing ticket and merge the new ticket with
this ID.
The scrip also has $RT::Logger-debug but I can not see anything on
/opt/rt3/var/log/rt.log. I only see errors on /var/log/messages
I already add on /opt/rt3/etc/RT_SiteConfig.pm
Set($LogToFileNamed , rt.log);
Set($LogToFile , 'debug');
and set permissions for the file:
touch /opt/rt3/var/log/rt.log
chown apache:apache /opt/rt3/var/log/rt.log
Viewing the debug logs will surely help.
Thanks for all the help
Roehl
# from http://archives.free.net.ph/message/20040319.180325.27528377.en.html
#
# If the subject of the ticket matches a pattern suggesting
# that an OA request number is in the subject AND there is
# an existing ticket is the OAReq queue with a matching
# status field, (that is not this ticket)
# merge this ticket into that ticket
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR = '=',
VALUE = $oa);
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames r...@vialtus.com wrote:
You answered you are own question , yes you are getting the error because
you do not have the custom field
Create the custom field and apply it to all queues (unless the scrip below
is not a global scrip -- but I doubt that--)
Can you explain what you are trying to do, maybe we can help you, I am not
sure you need to search on custom fields (considering they don't exist to
begin with)
Roy
rmp dmd wrote:
I changed this
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
to:
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR
= '=', VALUE = $oa);
but I'm getting error
Jun 11 22:13:13 data1 RT: Query error in ( 'CF.' = 'alert' )
AND ( 'Queue' = 'IT' ) : Unknown field: CF. at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:484)
'm guessing, this is because I do not a CustomField. I attached
our RT interface. Anybody kindly help, identify the problem.
My RT interface shows some of this information:
#2345: Re: ** PROBLEM alert - Echo PC02/check_usa is CRITICAL **
*Ticket metadata*
The Basics:
Id: 2345
Status: new
Left: 0 min
Priority: 60/0
Queue: IT
Custom Fields:
Machine Name: No Value
Customer: No Value
People:
Owner: Nobody
Requestors: rmp.dmd1...@gmail.com mailto:rmp.dmd1...@gmail.com
Thanks!
Roehl
On Thu, Jun 11, 2009 at 3:44 PM, rmp dmd rmp.dmd1...@gmail.com
mailto:rmp.dmd1...@gmail.com wrote:
Thank you very much Raed.
This problem explains while I merging the newly created
tickets to a ticket with status 'new' on the top of the list.
I need to merge new ticket to an existing ticket with
subject
matching ** PROBLEM - any words - CRITICAL ** .
1st request, this is a match: #2316: ** PROBLEM alert -
Echo
PC02/check_usa is CRITICAL **
2nd request, this is a match: #2317: ** PROBLEM alert - Echo
PC02/check_usa is CRITICAL **The existing ticket
has an ID: 2312 with Subject: ** PROBLEM
alert - Echo PC02/check_usa is CRITICAL **I will
merge ticket 2316 and 2317 with 2312.
Somehow this merge to a ticket DRP with ID 720. This is
ticket is on the top of IT queue list
223 Centralize Sever login open IT
Re: [rt-users] help in creating Scrips
1- Your error log:
- If you have not a directory /var/log/rt3 , create it and create the
file rt.log by touch
touch /var/log/rt3/rt.log
then make sure its owned by the user:group running the web server
(apache or whatever)
-if you have not already make sure you have the below line in RT_SiteConfig
Set($LogDir, '/var/log/rt3');
Then restart httpd
2- Your scrip
Why do you need the CF still does n't make since to me?
In any case for if subject match then merge you can do :
Global/Scrips/New scrip
Condition: On Create (# so we trigger this when a ticket is created)
Action: User defined
Template: Blank
in Custom action preparation code put:
return 1;
in
Custom action cleanup code:
return undef unless ($self-TicketObj-Subject =~ / \*\* PROBLEM (\w+) -
(.*) (\w+) \*\*/ ) ;
my $subject = $self-TicketObj-Subject()
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-Limit(FIELD = 'Subject' ,VALUE = $subject , OPERATOR =
'LIKE' ); #This tries to match on the whole subject line
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
Regards;
Roy
rmp dmd wrote:
I just want to merge new tickets with existing tickets with matching
subject line.
I have been provided with the script below. But getting errors on this
line cause the Custom field is not present.
error $TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum',
OPERATOR = '=', VALUE = $oa);
I need to get the ID of the existing ticket and merge the new ticket
with this ID.
The scrip also has $RT::Logger-debug but I can not see anything on
/opt/rt3/var/log/rt.log. I only see errors on /var/log/messages
I already add on /opt/rt3/etc/RT_SiteConfig.pm
Set($LogToFileNamed , rt.log);
Set($LogToFile , 'debug');
and set permissions for the file:
touch /opt/rt3/var/log/rt.log
chown apache:apache /opt/rt3/var/log/rt.log
Viewing the debug logs will surely help.
Thanks for all the help
Roehl
# from
http://archives.free.net.ph/message/20040319.180325.27528377.en.html
#
# If the subject of the ticket matches a pattern suggesting
# that an OA request number is in the subject AND there is
# an existing ticket is the OAReq queue with a matching
# status field, (that is not this ticket)
# merge this ticket into that ticket
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR =
'=', VALUE = $oa);
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into
$id because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames r...@vialtus.com
mailto:r...@vialtus.com wrote:
You answered you are own question , yes you are getting the error
because you do not have the custom field
Create the custom field and apply it to all queues (unless the
scrip below is not a global scrip -- but I doubt that--)
Can you explain what you are trying to do, maybe we can help you,
I am not sure you need to search on custom fields (considering
they don't exist to begin with)
Roy
rmp dmd wrote:
I changed this
$TicketsObj-LimitStatus(VALUE = 'new');
$TicketsObj-LimitStatus(VALUE = 'open');
to:
$TicketsObj-LimitCustomField(CUSTOMFIELD =
'OAReqNum', OPERATOR
= '=', VALUE = $oa);
but I'm getting error
Jun 11 22:13:13 data1 RT: Query error in ( 'CF.' =
'alert' )
AND ( 'Queue' = 'IT' ) : Unknown field: CF. at
/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm line 308. Stack:
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:308]
[/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:482]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2641]
[/opt/rt3/lib/RT/Tickets_Overlay.pm:2314] [(eval 4308):24]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438]
Re: [rt-users] help in creating Scrips
Thanks Raed.
I tried you're script but am getting error.
Jun 12 13:09:54 data1 RT: Scrip 26 Commit failed: Can't locate object method
TicketsObj via package RT::Action::UserDefined at (eval 4184) line 1.
Stack: [(eval 4184):1] [/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438] [/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Action/UserDefined.pm:81)
there are also errors that are related to syntax (ie missing ; , Ticketobj
instead of ticketsobj).
This is the scrip that I'm running.
Thanks!
scrip:
return undef unless ($self-TicketsObj-Subject =~ / \*\* PROBLEM (\w+) -
(.*) (\w+) \*\*/ ) ;
my $subject = $self-TicketsObj-Subject();
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-Limit(FIELD = 'Subject' ,VALUE = $subject , OPERATOR =
'LIKE' ); #This tries to match on the whole subject line
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketsObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketsObj-Id . into $id
because of OA number match.);
$self-TicketsObj-MergeInto($id);
1;
On Fri, Jun 12, 2009 at 10:31 AM, Raed El-Hames r...@vialtus.com wrote:
1- Your error log:
- If you have not a directory /var/log/rt3 , create it and create the file
rt.log by touch
touch /var/log/rt3/rt.log
then make sure its owned by the user:group running the web server (apache
or whatever)
-if you have not already make sure you have the below line in RT_SiteConfig
Set($LogDir, '/var/log/rt3');
Then restart httpd
2- Your scrip
Why do you need the CF still does n't make since to me?
In any case for if subject match then merge you can do : Global/Scrips/New
scrip
Condition: On Create (# so we trigger this when a ticket is created)
Action: User defined
Template: Blank
in Custom action preparation code put:
return 1;
in
Custom action cleanup code:
return undef unless ($self-TicketObj-Subject =~ / \*\* PROBLEM (\w+) -
(.*) (\w+) \*\*/ ) ;
my $subject = $self-TicketObj-Subject()
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-Limit(FIELD = 'Subject' ,VALUE = $subject , OPERATOR =
'LIKE' ); #This tries to match on the whole subject line
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
Regards;
Roy
rmp dmd wrote:
I just want to merge new tickets with existing tickets with matching
subject line.
I have been provided with the script below. But getting errors on this
line cause the Custom field is not present.
error $TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR
= '=', VALUE = $oa);
I need to get the ID of the existing ticket and merge the new ticket with
this ID.
The scrip also has $RT::Logger-debug but I can not see anything on
/opt/rt3/var/log/rt.log. I only see errors on /var/log/messages
I already add on /opt/rt3/etc/RT_SiteConfig.pm
Set($LogToFileNamed , rt.log);
Set($LogToFile , 'debug');
and set permissions for the file:
touch /opt/rt3/var/log/rt.log
chown apache:apache /opt/rt3/var/log/rt.log
Viewing the debug logs will surely help.
Thanks for all the help
Roehl
# from
http://archives.free.net.ph/message/20040319.180325.27528377.en.html
#
# If the subject of the ticket matches a pattern suggesting
# that an OA request number is in the subject AND there is
# an existing ticket is the OAReq queue with a matching
# status field, (that is not this ticket)
# merge this ticket into that ticket
my $oa = undef;
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$oa = $1;
$RT::Logger-debug(Found oa: $oa);
}
else { return 1; }
my $TicketsObj = RT::Tickets-new($RT::SystemUser);
$TicketsObj-LimitQueue(VALUE = 'IT');
$TicketsObj-LimitCustomField(CUSTOMFIELD = 'OAReqNum', OPERATOR = '=',
VALUE = $oa);
if ($TicketsObj-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $TicketsObj-Next) {
next if $self-TicketObj-Id == $ticket-Id;
$id = $ticket-Id;
last;
}
$id || return 1;
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id . into $id
because of OA number match.);
$self-TicketObj-MergeInto($id);
1;
On Fri, Jun 12, 2009 at 9:33 AM, Raed El-Hames r...@vialtus.commailto:
r...@vialtus.com wrote:
You answered you are
[rt-users] How NOT to fix missing approval ticket dependencies
So during a window of an hour when we where restructuring the queues people could create tickets in to better fit our work-flow, a handful of tickets where create without the approval ticket. In my infinite wisdom, which apparent is this |..| much, I had the bright idea of just going into the PostgreSQL database and creating the needed ticket and links records. WRONG!! Two hours later I finally have my mess cleaned up. There for awhile I couldn't even create addition scrips. So let me tell you the better way of fixing this. 1) Re-enable the ___Approvals queue, if you have installed RT 3.8.4 and disabled the queue. It doesn't need to be this queue, just one tickets won't normally be moved into. 2) Create a 'On Queue Change' scrip that matches your 'On Create' create approval scrip in the ___Approvals queue. 3) One at a time, take the tickets missing the approval dependency and move them into the ___Approvals queue. This *correctly* create the approvals ticket. 4) Be sure to move the tickets back to their original queue, and restore their owner if there was one. I also suggest adding a comment regarding why you took someone ticket and moved it all over the place, this keeps the change control auditors happier. I thought about going in and removing the attachment records for those changes; but then I reminded myself that playing in the database got me in this mess in the first place. Moral of this story, don't be like Jeremy. I sure hope this helps someone else from being a dumbass, Jeremy ___ 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] Question re: RT-Extension-CommandByMail
Looks like using CommandByEmail is going to be extremely useful (especially for setting ownership of tickets), but I have a couple of questions: 1. is it stable under 3.8.2? 2. I'm assuming it uses the rt-mailgate (and thus my PostFix aliases), but to what action is it tied into? i.e. If I'm setting the owner, I don't really want commands and/or message to go out as correspondence or comments for that matter. ___ 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] KDE/Konqueror, RT attachments, and OpenOffice
I've come across an interesting problem which is not specific to RT, but is related to viewing certain attachments in RT via the Konqueror browser - thought I would share my experience here to save others the pain. Specifically I think its a bug in Konqueror and I'll be posting as a bug in bugs.kde.org as well. A few of my users were complaining about RT being slow - and after some testing I found that firefox was the issue - and switching them to konqueror (3.5.10) made a huge difference - its very fast by comparison. But with konqueror - Ticket attachments for OpenOffice documents (odt, ods, doc, xls, etc) wouldn't open. Specifically OpenOffice would generate this message: Error reading data from the Internet. Server error message: 503 Service Unavailable. After alot of digging, I found that the problem lies in the Exec line in the system .desktop files. OpenOffice can handle URLs, so the Exec line is defined under (k)ubuntu in ooo-writer.desktop as: Exec=ooffice -writer %U Konqueror uses kioexec for downloading, which follows the conventions defined here: http://standards.freedesktop.org/desktop-entry-spec/latest/ar01s06.html , and thus launches OpenOffice with the http URL of the link to the attachment. Because there are no authentication credentials, OO cannot access the URL thus the 503 error. Changing the desktop entry to use %f instead of %U fixes the problem - the file gets saved to a temp directory and OpenOffice launches with a local document - which is how firefox behaves. But this breaks things like sftp:// urls because it downloads the file - even though OpenOffice can handle sftp urls properly. So konqueror, being both a file browser and a web browser, has adopted a common approach to URL handling which doesn't work in the real world (of authenticated web sessions). -Bob ___ 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] Another RT feature
RT experts, Is it possible to resolve a ticket without sending resolve notification to requestor? Thanks! Roehl ___ 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] Another RT feature
Yes Change the resolve scrip Sent via BlackBerry from T-Mobile -Original Message- From: rmp dmd rmp.dmd1...@gmail.com Date: Fri, 12 Jun 2009 16:09:12 To: rt-users@lists.bestpractical.com Subject: [rt-users] Another RT feature ___ 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] Another RT feature
Thanks chaim. Good idea. On Fri, Jun 12, 2009 at 4:10 PM, Chaim Rieger chaim.rie...@gmail.comwrote: Yes Change the resolve scrip Sent via BlackBerry from T-Mobile -Original Message- From: rmp dmd rmp.dmd1...@gmail.com Date: Fri, 12 Jun 2009 16:09:12 To: rt-users@lists.bestpractical.com Subject: [rt-users] Another RT feature ___ 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] Ignore Email Request
Experts, Is there a way for RT to ignore email request based on subject. ie Request subject: failure notice Request subject: RECOVERY I do not want ticket to be created. nor merge tickets if there's an existing one. I believe scrips will not help but if there'a config file on RT that can do this. Some mentioned using the MTA or mail-gateway but I do not have any idea on how to implement it. Thanks in advanced! ___ 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] Entering tabular data into a ticket
Is there existing support, a plugin, a recipe, or even any hints for entering tabular data in a ticket? The particular application is something like a purchase request. There are standard fields that apply to the ticket as a whole -- requester, date opened, due date, etc. -- but core data for the ticket would logically be stored in a table. In the purchase request case, some columns might be part description and quantity, and the user would enter one row for each item type that they need. We would much prefer to track the set of items together rather than splitting each row into a separate ticket. (Bonus points if columns can be defined in terms of custom fields, to inherit things like their hyperlink target policies. I did not see discussion of this kind of feature in the plugin, extension or wish lists on the wiki, and the closest I found in the mailing list archives was an August 2008 post asking something rather different.) Michael Poole ___ 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] Email copies of replies to senders
Hi Ken, Thanks for your reply, I think that's what we are looking for. When I took another look in the mailing list archives, I saw mention of this being added as a user setting / preference in an email from 2005. We couldn't find any such setting in 3.8.3, is this feature available somewhere? http://lists.bestpractical.com/pipermail/rt-users/2005-November/035022.html /// With the notify actor setting of 0, RT won't send mail to the 'actor' - // the thinking is that you've made the update so you don't need to be notified // of the update. You can, of course change the setting to 1 in which case you // will get the mail. Does that answer your question? // // This has caused confusion for some of our users who aren't aware of this // feature and expect to see mail. We are about to introduce a user preference // that controls this so that the individual can choose what behavior they // want. // // Steve // / Thanks, - Dominic Ken Crocker wrote: Dominic, RT doesn't normally notify the initiator of a transaction, as it would be redundant (plus there is a record of the reply in the ticket history). However, if that is what you want, you need to turn on the Notify Actor setting in your RT_SiteConfig.pm file located at $RTHOME/etc. Hope this helps. Kenn LBNL On 6/11/2009 12:44 PM, Dominic Lepiane wrote: Hi rt-users, I'm not sure where to look for this and I couldn't find where in the config or preferences this can be done, but is is possible to have replies sent to the replying person? So if I reply to a ticket, I would get a copy of my own reply as well as the other people? Thanks, - Dominic ___ 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
