Re: [rt-users] help in creating Scrips
Typo on my part change all instances of:
$self-TicketsObj-
to $self-TicketObj-
Note it should TicketObj and not Ticket_s_Obj
Regards;
Roy
Thanks Raed.
I tried you're script but am getting error.
Jun 12 13:09:54 data1 RT: Scrip 26 Commit failed: Can't locate object
method TicketsObj via package RT::Action::UserDefined at (eval
4184) line 1. Stack: [(eval 4184):1]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:241]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:507]
[/opt/rt3/lib/RT/Scrips_Overlay.pm:192]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:170]
[/opt/rt3/lib/RT/Record.pm:1438]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:720]
[/opt/rt3/lib/RT/Interface/Email.pm:765]
[/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58]
(/opt/rt3/lib/RT/Action/UserDefined.pm:81)
there are also errors that are related to syntax (ie missing ; ,
Ticketobj instead of ticketsobj).
This is the scrip that I'm running.
Thanks!
scrip:
return undef unless ($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
mailto: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 ( $subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
Re: [rt-users] Organization Name Change Caused New Ticket Instead of Adding Correspondence
http://wiki.bestpractical.com/view/RenameInstance On Thu, Jun 11, 2009 at 7:32 PM, Robert Gabrielepheme...@gmail.com wrote: Hi all, Very new with RT and already in trouble. I upgraded from 3.4.4 to 3.8.2. Things look good. But I foolishly made the following changes without realising the consequences: old: Set($rtname, 'CompanyName'); Set($Organization, 'CompanyName'); new: Set($rtname, 'Company Name'); Set($Organization, 'Company Name'); which caused a new ticket to be created instead of adding the correspondence to the existing ticket with the old subject header because of the now mismatched subject header. Please tell me I can fix this? I've changed it back and things seem good again but how can I merge the new tickets created with the old ones? Any help will be highly appreciated. Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- 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] Size limit in RT 3.8.2 rich text editor?
Hi, I had the problem if using IE7 and user has the signature set. The problem seems to be solved by 3.8.4 (I did not tested 3.8.3) Z. Flynn, Timothy J wrote: I have users that type large messages and/or paste text into the RT editor that say it is getting truncated. Is there a size limit to the amount of text that the rich text box can handle, or another reason why it would truncate? Would this pertain to some of the IE bugs that were fixed in RT 3.8.3? Thanks, -Tim ___ 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 -- View this message in context: http://www.nabble.com/Size-limit-in-RT-3.8.2-rich-text-editor--tp23984466p24034805.html Sent from the Request Tracker - User mailing list archive at Nabble.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] help in creating Scrips
Thanks Raed. I changed it. However, tickets are still created when sent with the same subject. Below are the logs: Hope you can help me identify. Thanks! LOGS *1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL **:* [Mon Jun 15 14:01:27 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226) [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37178 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37179 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37180 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37181 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to prepare scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Mon Jun 15 14:01:27 2009] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Mon Jun 15 14:01:27 2009] [debug]: About to commit scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Mon Jun 15 14:01:27 2009] [info]: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net #2410/37182 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for transaction #37183 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net sent To: rmp.dmd1...@gmail.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net #2410/37182 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:01:28 2009] [debug]: We found a part. we want to record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:381) [Mon Jun 15 14:01:28 2009] [debug]: We found an attachment. we want to not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378) [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for transaction #37184 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net sent To: Cc: Bcc: penara...@echoworx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:01:28 2009] [info]: Ticket 2410 created in queue 'IT' by rmp.dmd1...@gmail.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) *2nd email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL *** [Mon Jun 15 14:04:42 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226) [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37185 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37186 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37187 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37188 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to prepare scrips for transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Mon Jun 15 14:04:42 2009] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Mon Jun 15 14:04:43 2009] [debug]: About to commit scrips for transaction #37189 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Mon Jun 15 14:04:43 2009] [info]: rt-3.4.5-19317-1245074683-948.2411-...@data1.echoworx.net #2411/37189 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:04:43 2009] [debug]: About to think about scrips for transaction #37190 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:43 2009] [info]: rt-3.4.5-19317-1245074683-948.2411-...@data1.echoworx.net sent To: rmp.dmd1...@gmail.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:04:43 2009] [info]:
Re: [rt-users] help in creating Scrips
Thanks Raed. Your help is very much appreciated. All is fine now. On Mon, Jun 15, 2009 at 10:27 AM, Raed El-Hames r...@vialtus.com wrote: I think you are misunderstanding what merge actually mean, or I am misunderstanding you, when you merging you are making 2 tickets into 1, so the scrip we did will create a ticket then merge it into your existing **Problem** ticket, so as per the logs below if you search for ticket 2410 it should give you the original Problem ticket with the new ticket embedded. Regards; Roy rmp dmd wrote: Thanks Raed. I changed it. However, tickets are still created when sent with the same subject. Below are the logs: Hope you can help me identify. Thanks! LOGS _1st email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL **:_ [Mon Jun 15 14:01:27 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226) [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:27 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37178 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37179 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37180 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37181 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to think about scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:27 2009] [debug]: About to prepare scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Mon Jun 15 14:01:27 2009] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Mon Jun 15 14:01:27 2009] [debug]: About to commit scrips for transaction #37182 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Mon Jun 15 14:01:27 2009] [info]: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net mailto: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net #2410/37182 - Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for transaction #37183 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net mailto: rt-3.4.5-19172-1245074487-524.2410-...@data1.echoworx.net sent To: rmp.dmd1...@gmail.com mailto:rmp.dmd1...@gmail.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net mailto: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net #2410/37182 - Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Mon Jun 15 14:01:28 2009] [debug]: We found a part. we want to record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:381) [Mon Jun 15 14:01:28 2009] [debug]: We found an attachment. we want to not record it. (/opt/rt3/lib/RT/Action/SendEmail.pm:378) [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:28 2009] [debug]: Guessed encoding: utf8 (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:01:28 2009] [debug]: About to think about scrips for transaction #37184 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:01:28 2009] [info]: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net mailto: rt-3.4.5-19172-1245074487-1275.2410-1...@data1.echoworx.net sent To: Cc: Bcc: penara...@echoworx.com mailto:penara...@echoworx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Mon Jun 15 14:01:28 2009] [info]: Ticket 2410 created in queue 'IT' by rmp.dmd1...@gmail.com mailto:rmp.dmd1...@gmail.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) _2nd email with Subject: ** PROBLEM alert - Echo PC02 Server/https-alt is CRITICAL **_ [Mon Jun 15 14:04:42 2009] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Subjectless message (/opt/rt3/lib/RT/I18N.pm:226) [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:04:42 2009] [debug]: Guessed encoding: ascii (/opt/rt3/lib/RT/I18N.pm:396) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37185 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37186 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37187 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Mon Jun 15 14:04:42 2009] [debug]: About to think about scrips for transaction #37188 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
Re: [rt-users] Question on use of Category in a scrip
I agree that it might be good to have this information in the Wiki. But the
solution I proposed is probably not the better one and could cause some
unwanted load on the system.
Even if we can't access the CF Category directly by the RT API, I 'm sure
we can do it with a simple sql query,
I'm a bit confused with the RT DB schema to do it fast, I will work on it
when I have some time.
If somebody can help me doing this, it will be welcome.
2009/6/11 Cassandra Phillips-Sears cassan...@bestpractical.com
It might be good if someone could update the wiki with this code, but I
don't think I should be the one to do it as I'm not a programmer. ;) I think
it might be helpful for others trying to answer this question in the future.
--
Cassandra Phillips-Sears
Office Manager
Best Practical Solutions, LLC
http://www.bestpractical.com
On Jun 10, 2009, at 11:12 AM 6/10/09, Rémi wrote:
Hi Ken,
here is the code I use to do what you want (quite painful like Jesse says
...)
my $CustomFieldObj = RT::CustomField-new($_[0]-CurrentUser);
$CustomFieldObj-LoadById($field);
my $CFVs = $CustomFieldObj-Values;
while ($CFVs and my $value = $CFVs-Next ) {
if ($value-Name eq $_[0]-FirstCustomFieldValue($field)){
return $value-Category;
}
}
($_[0] is a the Ticket object and $field is the CF id)
Rémi
2009/6/9 Ken Crocker kfcroc...@lbl.gov
Jesse,
Painful?? Please explain. I'd love to hear it.
Kenn
LBNL
On 6/9/2009 11:56 AM, Jesse Vincent wrote:
On Tue 9.Jun'09 at 11:26:08 -0700, Ken Crocker wrote:
Jesse,
I was thinking that that particular command gave me the Custom Field
value
only. I don't see where the category value for that CF can be determined
from
that code.
Indeed. I misread your question. Category is an attribute of the
CustomFieldValue, itself. Getting at it will require some more work
and will be a bit painful
___
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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
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[rt-users] Custom SQl - RT Handle
In RT 3.6.4, I had the following working well: my $dbh = $RT::Handle-dbh; my $query_text = SELECT ID FROM TICKETS WHERE ID = 32394 AND ID = 32396; my $cursor = $dbh-prepare($query_text); $cursor-bind_columns( undef, \$ticket_id); $cursor-execute(); while ($cursor-fetch()) .. This is no longer working no that we upgraded to 3.8.3. I thought that the solution might be: my $dbh = $RT-DatabaseHandle; .. But I get : Global symbol $RT requires explicit package name Which I did not get before.. I have tried some variations on the above, but don't seem to get anywhere. Anyone have any ideas ? Thanks. -- Simon Lane 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
[rt-users] Requestor eMail
Hi Experts, Is there a way to ignore (do not create ticket, do not send auto-reply) request from mailer_dae...@domain.com? 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
[rt-users] Requestor is us...@domain1.com
Hi Experts, On Create, on comment on Resolv, a notification is sent to the requestor. If I my requestor is us...@domain1.com, how can I set it to do not send notification. 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
[rt-users] Fwd: CustomFileds rights ignored after upgrade
Is there anything else I can send to you so I can get some help? I have a custom field that has rights only for a group of privileged users. On 3.8.2 this is working fine. After upgrade to 3.8.3/3.8.4 that custom field can be seen by unprivileged users also. Rights configuration for that custom field is the same. Anyway, hope someone can help on this. I´d like to upgrade to the last version if possible. -- Forwarded message -- From: Adolfo Mena González mr.vande...@gmail.com Date: 2009/6/13 Subject: CustomFileds rights ignored after upgrade To: RT-Users@lists.bestpractical.com Hello, I completed the upgrade from 3.8.2 to 3.8.3 and also the upgrade to RTFM 2.4.2. Everything seems to be fine, but after logging as an unprivileged user I see CustomFields that user has no rights on. I had no problem with those rights on 3.8.2. Just in case also did the upgrade to 3.8.4 but issue remains. Fortunately I am running RT on a virtual machine so before upgrading I did a snapshot so I can go back to 3.8.2. Where I can search for a solution this problem? Thanks, ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Requestor is us...@domain1.com
take a look at the wiki http://wiki.bestpractical.com http://wiki.bestpractical.com/view/OnCreateAutoReplyException 2009/6/15 rmp dmd rmp.dmd1...@gmail.com Hi Experts, On Create, on comment on Resolv, a notification is sent to the requestor. If I my requestor is us...@domain1.com, how can I set it to do not send notification. 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 ___ 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] Need help regarding AutoReject template
Hi, Is there any RT doc for Autoreject template? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Need help regarding AutoReject template
There is no default AutoReject template in the RT. On Mon, Jun 15, 2009 at 10:40 PM, Linux studentmysubli...@gmail.com wrote: Hi, Is there any RT doc for Autoreject template? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- 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] RT 3.8.2 - Quick Search and RTIR dashboard matrix's
On Tue, Jun 9, 2009 at 6:42 PM, MarcAnthony Barrettemarcanthony.barre...@theportalgrp.com wrote: Hello Is there a way I can customize dashboards like the RTIR Queues Summary Quick Search. I would like to have my saved searched report roll up numbers in each category; then when clicking the number in the row it expands to the detail list. An example would be : Severity 1 Tickets by Queue, Tickets by Owner, Tickets by Group ect.. I think you have to code for this. You can use mentioned portlets as examples. Also is it possible to have the 'Quick Search' Queue dashboard include RTIR queue's as well in RT? RTIR has it's quick search analogue (/RTIR/Elements/QueueSummary) cuz RT's quick search is not suitable for RTIR's queues. It's displayed by defult on RTIR home page, don't you see it? Please Advise, --MarcAnthony MarcAnthony Barrette Sr. Technical Support Manager e. marcanthony.barre...@theportalgrp.com e. marcanthony_barre...@toyota.com m. 415.350.1143 ___ 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
