Re: [rt-users] *****SPAM***** Re: Custom Fields per queue
Yes, it is. You only have to define the custom field (Configuration-Custom Fields) and ensure that it Applies to Tickets when you create or modify it. Then go to the link Applies to just above, in the upper menu bar, and check the queues where you want to apply the custom field. Alternatively, you can perform this second step in the queue configuration (Configuration - Queues - [Queue Name]- Ticket Custom Field) and check the custom fields that you want to apply to this queue. So it works for me in RT 3.8.4. Regards, Carlos Rich West wrote: By correct result, I meant that it would do what I was trying for: o Custom Field associated to all tickets regardless of queue o Custom field associated to all tickets in queue A o Custom field associated to all tickets in queue B Is this possible? -Rich On Wed, 08 Jul 2009 14:06:54 -0700, Kevin Gagel wrote: I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... ___ 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 Spam detection software, running on the system hal.ific.uv.es, has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: By correct result, I meant that it would do what I was trying for: o Custom Field associated to all tickets regardless of queue o Custom field associated to all tickets in queue A o Custom field associated to all tickets in queue B [...] Content analysis details: (5.5 points, 5.0 required) pts rule name description -- -- 2.5 FORGED_RCVD_HELO Received: contains a forged HELO 3.0 KXLINKRR_BODY BODY: Body contains suspicious link -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain email;internet:carlos.gar...@ific.uv.es tel;work:(+34) 96 354 37 06 x-mozilla-html:TRUE version:2.1 end:vcard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Fields per queue
Hi Kevin, Version 3.8.4 allows you to show custom fields per queue in dashboards, even if they are not global custom fields. In order to do that, you have to create a query which should show the custom field you want as part of its result (ensure that you select the column you want as part of the Display Columns when you are generating the query). Then you only have to use this query as part of your dashboard, and it will show the custom field you want. If it doesn't work for you, perhaps it is the version of RT you are using, or perhaps you have a Rights issue, but I don't think so... Good luck and regards. Carlos Kevin Gagel wrote: I'm not sure what you mean by correct result. But I recently figured out a problem I was having with queues and custom fields. Mine related more to a dashboard's ability to see the custom field. It seems that if the custom field is a queue only field then the dashboard cannot be setup to show a column using that custom field. On the other hand if the custom field is setup as a global field it shows up readily as choice for a column to be picked as displayable in the dashboard. I've setup my install so that custom fields intended for a queue are only there and ones that should be in all queues are globally setup. Perhaps that is what you need to do... Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: [rt-users] Custom Fields per queue From: Rich West rich.w...@wesmo.com To: RT-Users@lists.bestpractical.com Date: 08/07/2009 1:52 PM We are ramping up our RT install here to provide more expanded services. I did the original install (I seem to install this at every job I go to), but it is now getting handed off to another manager, and, with my help, we are adjusting it to fit a working model that he has built. I've been using RT for years (and years.. and years.. and years..), and even encouraged the guys here to buy the book (two copies) so as to train them on the inner workings of the interface. We are now at the point where we want certain custom fields for the different queues. We have about 8 different queues that we support and we are trying to apply custom fields to different queues. For example, we have defined one custom field pull-down called Priority with several options that we want applied to all of the queues, one custom field called IT Category with a pull down of several options that we want applied to our Desktop Support queue, and one custom field called IDX Category with a pull down of several options that we want applied to our Applications queue. The web interface seems rather straight forward once you work through it a couple of times, but I cannot seem to have the correct end result. Am I missing something here? Thanks! -Rich RT 3.8.4 ___ 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 -- ___ ___ | __ __ | Carlos García MontoroIngeniero Informático |_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV |\_] [_/| Servicios Informáticos | [_] | Edificio Institutos de Investigacióncgar...@ific.uv.es |C S I C| Apartado de Correos 22085 E-46071 Valencia Tel: +34 963543706 |___| España / Spain Fax: +34 963543488 begin:vcard fn;quoted-printable:Carlos Garc=C3=ADa Montoro n;quoted-printable:Garc=C3=ADa Montoro;Carlos org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain email;internet:carlos.gar...@ific.uv.es tel;work:(+34) 96 354 37 06 x-mozilla-html:TRUE version:2.1 end:vcard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT [Transactions] failing after Fedora upgrade
Jay Vlavianos wrote: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. What DBD::mysql version do you use? Do you have InnoDB engine enabled in your my.cnf ? -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ 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] Viewing user profiles without modification rights?
I thought there was some way for ticket responders to view the information about the user who requested the ticket, specifically, the user's profile. However, I can't see that anywhere. I know that I can turn on the AdminUsers right, but I don't really want to give out the ability to modify a user's profile, just view it. Is this possible? What do I need to do? Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College ___ 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] Viewing user profiles without modification rights?
We have custom fields that are populated with that information when the ticket is created. They can be viewed without the AdminUsers right. One idea. Ken On Thu, Jul 09, 2009 at 08:09:50AM -0400, Johnathan Bell wrote: I thought there was some way for ticket responders to view the information about the user who requested the ticket, specifically, the user's profile. However, I can't see that anywhere. I know that I can turn on the AdminUsers right, but I don't really want to give out the ability to modify a user's profile, just view it. Is this possible? What do I need to do? Thanks, Johnathan -- Johnathan Bell Internet System Administrator, Baker College ___ 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] Viewing user profiles without modification rights?
If I recall correctly, the profile page is still displayable without
the ACL, but the ticket display page uses the ACL to determine whether
or not to link to the page.
Tickets/Elements/ShowRequestor has:
title_href = $has_right_adminusers? RT-Config-Get('WebPath')./Admin/User
s/Modify.html?id=.$requestor-id: undef
but there is no HasRight check in Admin/Users/Modify.html
So you ought to be make a local variant of the former to always link
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[rt-users] Started date is incorrect when owner replies via email
We use RT's started date to generate statistics on how quickly we action issues, but noticed that emailing a ticket does not update the started date. Is there a workaround for this? I realize we could look at all transactions for a given ticket and find the earliest one where the transaction is a correspondance and the transaction creator is the ticket owner, but that seems tedious. I'm guessing RT avoids updating the started date on email transactions just in case the requestor sends a followup email or something similar. Thoughts? ___ 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] Custom Fields per queue
I *think* I have it correct now.. Thanks! -Rich ___ 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] Started date is incorrect when owner replies via email
On Thu, Jul 09, 2009 at 10:10:50AM -0600, Sara Kinner wrote: We use RT's started date to generate statistics on how quickly we action issues, but noticed that emailing a ticket does not update the started date. Is there a workaround for this? I realize we could look at all transactions for a given ticket and find the earliest one where the transaction is a correspondance and the transaction creator is the ticket owner, but that seems tedious. I'm guessing RT avoids updating the started date on email transactions just in case the requestor sends a followup email or something similar. Thoughts? The started date is updated once work begins on a ticket. An E-mail to the RT system, does not indicate the beginning of work on an issue. Just like asking for help does not indicate in any way that assistance or help is in the process of being provided. That being said, you should be able to use a scrip to make this happen. Regards, Ken ___ 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] Copy/Paste MAC OS 10.5, Safari problems
We just update a few days ago from RT 2.0.15 to 3.8.4. CentOS 5.3 in a Linux-Vserver guest using PostgreSQL on another system. One user is having a problem pasting into a comment block with Safari. When he does a right click (three button mouse) he gets an error message window about browser security not allowing it. He must paste into that window and click OK to get it into comment block. This was not happening before the upgrade. Anyone have an idea as to why this is happening? Solution(s)? Where else to look? \\||/ Rod -- ___ 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 [Transactions] failing after Fedora upgrade
Thanks for responding: Rpm -qa reports : perl-DBD-MySQL-4.005-8.fc9.i386 All tables in the rt3 database are InnoDB except sessions I don't have a my.cnf so mysql is loading with defaults, but since the DB is InnoDB I would imagine that it is running? Thanks, -Jay -Original Message- From: Agnislav Onufrijchuk [mailto:agnislav.onufrijc...@portaone.com] Sent: Thursday, July 09, 2009 12:27 AM To: Jay Vlavianos Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. What DBD::mysql version do you use? Do you have InnoDB engine enabled in your my.cnf ? -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ 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] Copy/Paste MAC OS 10.5, Safari problems
On Thu, Jul 09, 2009 at 11:07:56AM -0700, Roderick A. Anderson wrote: We just update a few days ago from RT 2.0.15 to 3.8.4. CentOS 5.3 in a Linux-Vserver guest using PostgreSQL on another system. One user is having a problem pasting into a comment block with Safari. When he does a right click (three button mouse) he gets an error message window about browser security not allowing it. He must paste into that window and click OK to get it into comment block. This was not happening before the upgrade. Anyone have an idea as to why this is happening? Solution(s)? Where else to look? You're getting this error from the Rich Text editor because Safari won't let it access the clipboard. Just paste using apple-V or disable the Rich Text editor from preferences. RT2 didn't have a JS editing widget -kevin ___ 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 [Transactions] failing after Fedora upgrade
Jay Vlavianos wrote: Thanks for responding: Rpm -qa reports : perl-DBD-MySQL-4.005-8.fc9.i386 I suspect you may need to rebuild DBD::mysql and/or DBI. This is why yum/rpm never touches perl on my systems. It never does anything GOOD, it only breaks things. Package management is fine if you never need to install anything any other way, but if you need to touch cpan even once, you're likely hosed after each update. All tables in the rt3 database are InnoDB except sessions I don't have a my.cnf so mysql is loading with defaults, but since the DB is InnoDB I would imagine that it is running? Thanks, -Jay -Original Message- From: Agnislav Onufrijchuk [mailto:agnislav.onufrijc...@portaone.com] Sent: Thursday, July 09, 2009 12:27 AM To: Jay Vlavianos Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. What DBD::mysql version do you use? Do you have InnoDB engine enabled in your my.cnf ? ___ 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] Copy/Paste MAC OS 10.5, Safari problems
Kevin Falcone wrote: On Thu, Jul 09, 2009 at 11:07:56AM -0700, Roderick A. Anderson wrote: We just update a few days ago from RT 2.0.15 to 3.8.4. CentOS 5.3 in a Linux-Vserver guest using PostgreSQL on another system. One user is having a problem pasting into a comment block with Safari. When he does a right click (three button mouse) he gets an error message window about browser security not allowing it. He must paste into that window and click OK to get it into comment block. This was not happening before the upgrade. Anyone have an idea as to why this is happening? Solution(s)? Where else to look? Thanks Kevin. You're getting this error from the Rich Text editor because Safari won't let it access the clipboard. Just paste using apple-V or disable the Rich Text editor from preferences. RT2 didn't have a JS editing widget \\||/ Rod -- -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT [Transactions] failing after Fedora upgrade
I can try removing DBD/DBI with Yum and then building the packages manually. Shouldn't take too long ;) Thanks, -Jay -Original Message- From: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] Sent: Thursday, July 09, 2009 11:46 AM To: Jay Vlavianos Cc: Agnislav Onufrijchuk; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: Thanks for responding: Rpm -qa reports : perl-DBD-MySQL-4.005-8.fc9.i386 I suspect you may need to rebuild DBD::mysql and/or DBI. This is why yum/rpm never touches perl on my systems. It never does anything GOOD, it only breaks things. Package management is fine if you never need to install anything any other way, but if you need to touch cpan even once, you're likely hosed after each update. All tables in the rt3 database are InnoDB except sessions I don't have a my.cnf so mysql is loading with defaults, but since the DB is InnoDB I would imagine that it is running? Thanks, -Jay -Original Message- From: Agnislav Onufrijchuk [mailto:agnislav.onufrijc...@portaone.com] Sent: Thursday, July 09, 2009 12:27 AM To: Jay Vlavianos Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. What DBD::mysql version do you use? Do you have InnoDB engine enabled in your my.cnf ? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to search update/comment fields and link an asset if its mentioned?
Hey guys,
I'm using Request Tracker 3.8.4 and Asset Tracker 1.2.4 on a Debian Etch
box. RTFM 2.4.2 is also installed.
When a ticket is created/updated/resolved, I'm trying to search the
contents of the ticket for an asset's hostname. If the hostname is
mentioned in the ticket, then I'd like for a bidirectional link to
automatically be created between the ticket and the asset.
I've downloaded and installed the LinkTicketToAsset scrip, and it works
great for what it was intended for -- whenever I enter an asset's
hostname in the Asset custom field, it will create a bidirectional
link between the asset and the ticket. However, I can't figure out how
to modify it to search the entire contents of the ticket, or at least
the comment/reply/resolve sections (the main text sections).
Here is the custom condition of the LinkTicketToAsset scrip:
my $trans = $self-TransactionObj-Type;
my $new_value = $self-TransactionObj-NewValue;
my $cf_id = $self-TransactionObj-Field;
if ($trans ne 'CustomField') { return 0; }
if (! $new_value) { return 0; }
my $cf = new RT::CustomField($RT::SystemUser);
my ($id,$msg) = $cf-Load($cf_id);
if (!$id) {
$RT::Logger-crit(Could not load CF: $msg);
return 0;
}
if ($cf-Name ne 'Asset') { return 0; }
1;
Here is the cleanup code:
my $new_value = $self-TransactionObj-NewValue;
my $asset = RTx::AssetTracker::Asset-new($self-CurrentUser);
my ($id,$msg) = $asset-Load($new_value);
if (! $id) {
$RT::Logger-crit(Could not load asset $new_value: $msg);
return 0;
}
($id,$msg) = $self-TicketObj-AddLink(Type = 'RefersTo', Target =
$asset-URI);
if (! $id) {
$RT::Logger-crit(Could not AddLink: $msg);
return 0;
}
1;
I'm brand new to Asset Tracker scrips so I'm having trouble
understanding what I would need to change to get this scrip to work by
searching the entire ticket instead of just the Asset custom field. I
see where the Asset custom field is mentioned, but I'm not sure what to
replace it with.
Any help or recommendations on where to begin would be appreciated.
Thanks!
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Re: [rt-users] How to search update/comment fields and link an asset if its mentioned?
Brett,
I would look at the ExtractCustomFields extension to see how it search
the ticket. However your job is much harder because you have to
recognize all asset names, unless you require the asset be referred to
with a specific format, could make it a bit easier.
-Todd
On Thu, Jul 9, 2009 at 4:35 PM, Brett Spedalebr...@precisionmobile.net wrote:
Hey guys,
I'm using Request Tracker 3.8.4 and Asset Tracker 1.2.4 on a Debian Etch
box. RTFM 2.4.2 is also installed.
When a ticket is created/updated/resolved, I'm trying to search the
contents of the ticket for an asset's hostname. If the hostname is
mentioned in the ticket, then I'd like for a bidirectional link to
automatically be created between the ticket and the asset.
I've downloaded and installed the LinkTicketToAsset scrip, and it works
great for what it was intended for -- whenever I enter an asset's
hostname in the Asset custom field, it will create a bidirectional
link between the asset and the ticket. However, I can't figure out how
to modify it to search the entire contents of the ticket, or at least
the comment/reply/resolve sections (the main text sections).
Here is the custom condition of the LinkTicketToAsset scrip:
my $trans = $self-TransactionObj-Type;
my $new_value = $self-TransactionObj-NewValue;
my $cf_id = $self-TransactionObj-Field;
if ($trans ne 'CustomField') { return 0; }
if (! $new_value) { return 0; }
my $cf = new RT::CustomField($RT::SystemUser);
my ($id,$msg) = $cf-Load($cf_id);
if (!$id) {
$RT::Logger-crit(Could not load CF: $msg);
return 0;
}
if ($cf-Name ne 'Asset') { return 0; }
1;
Here is the cleanup code:
my $new_value = $self-TransactionObj-NewValue;
my $asset = RTx::AssetTracker::Asset-new($self-CurrentUser);
my ($id,$msg) = $asset-Load($new_value);
if (! $id) {
$RT::Logger-crit(Could not load asset $new_value: $msg);
return 0;
}
($id,$msg) = $self-TicketObj-AddLink(Type = 'RefersTo', Target =
$asset-URI);
if (! $id) {
$RT::Logger-crit(Could not AddLink: $msg);
return 0;
}
1;
I'm brand new to Asset Tracker scrips so I'm having trouble
understanding what I would need to change to get this scrip to work by
searching the entire ticket instead of just the Asset custom field. I
see where the Asset custom field is mentioned, but I'm not sure what to
replace it with.
Any help or recommendations on where to begin would be appreciated.
Thanks!
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[rt-users] Setting Custom field on create
What I'm trying to do:
When a specific user, id=1101 sends a request to RT I want it to create the
ticket as normal, but also set a custom field during the creations process, ie
the Severity custom field. Tickets from this specific user, 1101, will always
be assigned the same severity value of 3. The scrip to do this seems pretty
simple. The custom field is a select type, and normally a user creates the
ticket on RT webUI and just selects this from the list. Now we have requests
being emailed and need to set the custom field during the creation process. I
didn't create the custom field, but it looks like this:
Select 1 value:
1 Urgent - blahblah
2 High - blahblah
3 Medium - blahblah
4 Low - blahblah
blahblah being the description of each
Custom Condition:
#
my $transaction = $self-TransactionObj;
my $ticket = $self-TicketObj;
if (($transaction-Type eq 'Create')
($ticket-Creator == 1101))
{
return(1);
}
else
{
return(0);
}
#
Custom Action:
#
$Ticket-FirstCustomFieldValue('Severity') = '3'
#
This doesn't work. Also tried setting it as '3 Medium - blahblah'. It seems
that this isn't the way to set the customfield.
After reading some posts on here it appears I have to create a custom field by
hand and set it somehow.
Something like:
my $cf = new RT::CustomField($RT::SystemUser);
$cf = '3 Medium blahblah'
#set a transaction object of type 'CustomField' to the value of $cf?
Is this how I would go about doing it? Am I on the right track here? Any help
would be appreciated!
~Chris
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Re: [rt-users] RT [Transactions] failing after Fedora upgrade
Ok, just to close this out (for the digest history). I did a : yum remove perl-DBD-MySQL cpan get DBD-mysql configure, make and makeinstall DBD-mysql from the /root/.cpan/build directory I had to skip the make test for some reason because it would hang... but RT is back up and running now. I will need to be very careful from now on with yum. Heretofore I have had no problems at all with yum, in fact I have used yum to upgrade my Fedora core to each new distro release with virtually no pain at all. Well, now I am a little gun-shy :) Thanks! -Jay -Original Message- From: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] Sent: Thursday, July 09, 2009 11:46 AM To: Jay Vlavianos Cc: Agnislav Onufrijchuk; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: Thanks for responding: Rpm -qa reports : perl-DBD-MySQL-4.005-8.fc9.i386 I suspect you may need to rebuild DBD::mysql and/or DBI. This is why yum/rpm never touches perl on my systems. It never does anything GOOD, it only breaks things. Package management is fine if you never need to install anything any other way, but if you need to touch cpan even once, you're likely hosed after each update. All tables in the rt3 database are InnoDB except sessions I don't have a my.cnf so mysql is loading with defaults, but since the DB is InnoDB I would imagine that it is running? Thanks, -Jay -Original Message- From: Agnislav Onufrijchuk [mailto:agnislav.onufrijc...@portaone.com] Sent: Thursday, July 09, 2009 12:27 AM To: Jay Vlavianos Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT [Transactions] failing after Fedora upgrade Jay Vlavianos wrote: Transactions not supported by database at /usr/lib/perl5/vendor_perl/5.10.0/i386-linux-thread-multi/DBI.pm line 1674. What DBD::mysql version do you use? Do you have InnoDB engine enabled in your my.cnf ? ___ 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] AdminCC Question/How to/Problem...
I'm having a little bit of trouble with the AdminCC failing to get created. I am using RT:Authen::ExternalAuth. Everything is well there I've verified that is working correctly. When I add/create and admincc for a user that has not logged into RT the user does not get created automatically. The web interface returns this error: Could not find or create that user I have confirmed (by adding debug lines to the LDAP.pm) that the user is found and returned. But in the User_Overlay.pm it fails to create the user because it cannot create the principleID. The error it prints to debug is: [crit]: Failed to create user x...@cnc.bc.ca: Could not set user info (/opt/rt3/bin/../lib/RT/User_Overlay.pm:511) Keep in mind this happens when I create or modify a ticket and add an email address to the AdminCC/CC field(s). In the case of creating a ticket the ticket is created, but just modifing the ticket fails to update the field. However if I add an address to the CC field - even though it still fails, when I comment on the ticket the cc'd address appears on the ticket. The AdminCC does not ever show up. So, it seems to me that I've missed a privilege somewhere that grants an outgoing email for CC/AdminCC to be created if they're not in the DB. How do I correct my config to allow the creation of an account for these two fields? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] How to search update/comment fields and link an asset if its mentioned?
Todd (and others),
Thanks, I'm looking through ExtractCustomFields and trying to figure out
what's going on. I do have a very specific name format for the assets so
it shouldn't be too bad.
I've realized that I'm not going to be able to figure this out
immediately. Are there any good resources for learning how to create
complex scrips? Does the O'Reilly book on RT have any sections on this?
Thanks again,
Brett
On Thu, 2009-07-09 at 17:03 -0400, Todd Chapman wrote:
Brett,
I would look at the ExtractCustomFields extension to see how it search
the ticket. However your job is much harder because you have to
recognize all asset names, unless you require the asset be referred to
with a specific format, could make it a bit easier.
-Todd
On Thu, Jul 9, 2009 at 4:35 PM, Brett Spedalebr...@precisionmobile.net
wrote:
Hey guys,
I'm using Request Tracker 3.8.4 and Asset Tracker 1.2.4 on a Debian Etch
box. RTFM 2.4.2 is also installed.
When a ticket is created/updated/resolved, I'm trying to search the
contents of the ticket for an asset's hostname. If the hostname is
mentioned in the ticket, then I'd like for a bidirectional link to
automatically be created between the ticket and the asset.
I've downloaded and installed the LinkTicketToAsset scrip, and it works
great for what it was intended for -- whenever I enter an asset's
hostname in the Asset custom field, it will create a bidirectional
link between the asset and the ticket. However, I can't figure out how
to modify it to search the entire contents of the ticket, or at least
the comment/reply/resolve sections (the main text sections).
Here is the custom condition of the LinkTicketToAsset scrip:
my $trans = $self-TransactionObj-Type;
my $new_value = $self-TransactionObj-NewValue;
my $cf_id = $self-TransactionObj-Field;
if ($trans ne 'CustomField') { return 0; }
if (! $new_value) { return 0; }
my $cf = new RT::CustomField($RT::SystemUser);
my ($id,$msg) = $cf-Load($cf_id);
if (!$id) {
$RT::Logger-crit(Could not load CF: $msg);
return 0;
}
if ($cf-Name ne 'Asset') { return 0; }
1;
Here is the cleanup code:
my $new_value = $self-TransactionObj-NewValue;
my $asset = RTx::AssetTracker::Asset-new($self-CurrentUser);
my ($id,$msg) = $asset-Load($new_value);
if (! $id) {
$RT::Logger-crit(Could not load asset $new_value: $msg);
return 0;
}
($id,$msg) = $self-TicketObj-AddLink(Type = 'RefersTo', Target =
$asset-URI);
if (! $id) {
$RT::Logger-crit(Could not AddLink: $msg);
return 0;
}
1;
I'm brand new to Asset Tracker scrips so I'm having trouble
understanding what I would need to change to get this scrip to work by
searching the entire ticket instead of just the Asset custom field. I
see where the Asset custom field is mentioned, but I'm not sure what to
replace it with.
Any help or recommendations on where to begin would be appreciated.
Thanks!
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