[rt-users] Malformed sort order header links in Quick Search - (queue-name)
Howdy all, I'm having a bit of trouble after upgrading from RT version 3.0.9 on mysql4 to 3.8.4 on mysql5 running on Solaris 10. I've managed to build and install all of the RT pre-requisites correctly, built the RT package according to the options I desired. Apache and mysql have been correctly upgraded and configured; I get to login and poke around fine other than the problem I've encountered. The problem occurs when I select a Queue from the Quick Search box on the right hand side of the Home screen. The Queue displays correctly visually-wise, tickets are displayed and I'm able to select the tickets by clicking either the ticket ID number or the ticket subject name. The problem is that the header links ( #, Subject, Status etc ) all have click-able links that are malformed. An example of this is : http://my host here/Search/Results.html?Format='ba href=__WebPath__/Ticket/Display.html?id=__idid__/a/b/TITLE:#', 'ba href=__WebPath__/Ticket/Display.html?id=__idSubject__/a/b/TITLE:Subject', Status,QueueName, OwnerName, Priority, '__NEWLINE__', '', 'small__Requestors__/small', 'small__CreatedRelative__/small', 'small__ToldRelative__/small', 'small__LastUpdatedRelative__/small', 'small__TimeLeft__/small'Order=ASCOrderBy=CreatedPage=1Query=Queue = 'my queue here' AND (Status = 'new' OR Status = 'open' OR Status = 'stalled')Rows=50 ( Above URL is URL decoded from the URL thats sent in the page. ) As can be seen, the link is malformed and it seems that there's a number of variables that have failed to be substituted. I'm just wondering if I've come across something strange or if I've mucked up somewhere along the way causing this to happen. Note of interest: I've changed the WebBaseURL from the previous install, and have cleared the Mason caches since. LDAP auth was used previously, but i'm not yet up to the cutover so apache/mod_ldap hasn't been done yet - I doubt that would have any impact here. Any configuration/output that might be helpful to debug, I can provide. This RT instance has over 202 thousand tickets, so is fairly sizable, but again I doubt that's causing the issue. Hope that someone can shed some light - Leif ___ 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] Attachments missing in RESOLVE email
Hello
We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email.
The template for RESOLVED starts with this:
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes
when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment.
We had same problem in RT 3.2.3 .
btw.: Through the Reply sending attachment works fine, but throught
Resolve it doesnt.
Do we need to set up something ?
RT is running on:
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0
BR, Miroslav
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Re: [rt-users] Searching for CustomFields
Only I have found that is possible when you use a queue that has the custom fields of that queue. The steps are: 1.- Show results 2.- Edit search -- I can search by custom fields of that queue. Surely I'm doing a huge error :( :( Regards, -- Alberto Villanueva Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ 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] Searching for CustomFields
We have also some custom fields for some queues. To have it available in the Tickets search, perform this steps: 1. Chose the appropriate Queue ( on which custom fields are created, if they are not global ) 2. Hit add these therms 3. Customer field will be then available in the search and you can choose then the searching term I hope it's sufficient for you :) Br, Miroslav -- View this message in context: http://www.nabble.com/Searching-for-CustomFields-tp24735934p24736378.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] Searching for CustomFields
On Thu, 30 Jul 2009 04:08:32 -0700 (PDT) Miroslav Horvath aveng...@atlas.sk wrote: We have also some custom fields for some queues. To have it available in the Tickets search, perform this steps: 1. Chose the appropriate Queue ( on which custom fields are created, if they are not global ) 2. Hit add these therms 3. Customer field will be then available in the search and you can choose then the searching term I hope it's sufficient for you :) Great! That what I needed. :) thanks, Frederic signature.asc Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT data size maintenance
Could someone please help with an approach to delete all attachments in RT database earlier than an year (or so)? We are max'ing out RT database size and would like to perform some cleanup. Or if there is a better way to do these type of maintenance, please do let us know. Appreciate your help. Thanks Subba Venkateswaran AT - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ 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 data size maintenance
Hi, be very, very, very careful doing this on DB level, you should give RTx-Shredder a try, but touching the DB directly is not a good Idea! Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Venkateswaran, Subbaraman Gesendet: Donnerstag, 30. Juli 2009 14:18 An: rt-users@lists.bestpractical.com Betreff: [rt-users] RT data size maintenance Could someone please help with an approach to delete all attachments in RT database earlier than an year (or so)? We are max'ing out RT database size and would like to perform some cleanup. Or if there is a better way to do these type of maintenance, please do let us know. Appreciate your help. Thanks Subba Venkateswaran AT - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ 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] Attachments missing in RESOLVE email
Hi Miroslav,
That is expected behaviour.
When one clicks on resolve, it takes them to comment, not reply (correspond),
by default comments only go to admincc.
Thanks,
Bill
--Original Message--
From: Miroslav Horvath
Sender: rt-users-boun...@lists.bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Attachments missing in RESOLVE email
Sent: Jul 30, 2009 1:28 AM
Hello
We have started using RT 3.8.4. and we found a problem with sending
attachments within Resolved email.
The template for RESOLVED starts with this:
Subject: Resolved: {$Ticket-Subject}
RT-Attach-Message: yes
when some agent works on ticket, and click on Resolve, he puts some comments
and add attachment to that, and finish it, end user receive email but
without that attachment.
We had same problem in RT 3.2.3 .
btw.: Through the Reply sending attachment works fine, but throught
Resolve it doesnt.
Do we need to set up something ?
RT is running on:
OS-Fedora CORE Linux $hostname 2.6.26.8-57.fc8 #1 SMP Thu Dec 18 18:59:49
EST 2008 x86_64 x86_64 x86_64 GNU/Linux
DB-mysql Ver 14.12 Distrib 5.0.45, for redhat-linux-gnu (x86_64) using
readline 5.0
BR, Miroslav
--
View this message in context:
http://www.nabble.com/Attachments-missing-in-RESOLVE-email-tp24564511p24564511.html
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Re: [rt-users] RT data size maintenance
Our requirements say that we should not ever delete historical RT tickets. So we would appreciate the best possible way to delete attachments of size 1MB (for e.g.). Btw, we are running RT 3.6.4. Thanks for your time. Thanks Subba Venkateswaran AT - App Eng - SEG 609 282 7015 From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.br...@kuehne-nagel.com] Sent: Thursday, July 30, 2009 9:59 AM To: Venkateswaran, Subbaraman; rt-users@lists.bestpractical.com Subject: AW: [rt-users] RT data size maintenance Hi, be very, very, very careful doing this on DB level, you should give RTx-Shredder a try, but touching the DB directly is not a good Idea! Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Venkateswaran, Subbaraman Gesendet: Donnerstag, 30. Juli 2009 14:18 An: rt-users@lists.bestpractical.com Betreff: [rt-users] RT data size maintenance Could someone please help with an approach to delete all attachments in RT database earlier than an year (or so)? We are max'ing out RT database size and would like to perform some cleanup. Or if there is a better way to do these type of maintenance, please do let us know. Appreciate your help. Thanks Subba Venkateswaran AT - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ 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] Attachment storage
Hi Michael, Like Jesse mentioned, 200MB-2GB is really not terribly large and should be easily handled by most current DBs. Oracle, PostgreSQL, and MySQL definitely can. One thing to consider is if your users will be running a content search within the attachments. This will require a full scan of the attachments table with the resultant I/O. Make certain that your system can handle it or put measures in place to prevent this. Alternatively, if your DB backend supports full-text indexing this will be much less of a concern. Currently the wiki has patches for Oracle and PostgreSQL. Cheers, Ken On Wed, Jul 29, 2009 at 06:16:51PM -0500, Michael Ellis wrote: I am considering attaching .wav files of the voicemail left on our helpdesk to rt tickets, but I'm worried about performance/stability if I start putting this amount of binary data in the system. I ran this thought by our local DB guy and he suggested that this might not be a problem if the database just contained pointers to files stored elsewhere. I looked at the rt3.Attachments and it looks like the content is actually stored in the DB itself, but I'm a DB newbie. So I suppose I have three questions: 1) Do I have it right that the attachments are stored in the DB itself? 2) If they are, could the DB handle, say, a thousand 200KB-2MB attachments per year (and if so for how long?)? 3) If they aren't, is there something else that might be a problem? Thanks for your help, Mike ___ 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] Correspond vs. Comment on resolve
Hi, On RT 3.8.4, if I put my mouse over the resolve link on a ticket, it goes to Update.html?Action=comment How can I change that to Action=Correspond ? Not sure where this lives. I just want it to do correspondance by default when someone resolves a ticket vs. comment by default 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] rt-shredder - quicker method?
In additon to indexes described in shredder documentation people suggested index on Via column in CachedGroupMembers table and said that it improves performance amazingly. Adding an index on the Via column has significantly increased the performance. For the record I ran: CREATE INDEX SHREDDER_CGM3 ON CachedGroupMembers(Via); Thanks for the tip! Tim Timothy Arnold Senior Engineer, Operations (Network, Security Facilities Group), UKSolutions Telephone: 0845 004 1333, option 2 Email: timothy.arn...@uksolutions.co.uk Web: http://www.uksolutions.co.uk/ UKS Ltd, Birmingham Road, Studley, Warwickshire, B80 7BG Registered in England Number 3036806 This email must be read in conjunction with the legal service notices on http://www.uksolutions.co.uk/disclaimer ___ 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] Correspond vs. Comment on resolve
Hi Sean,
I can at least point you in the right direction, but I am not sure which one
is the correct file.
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path = RTIR/Update.html?Action=CommentDefaultStatus=resolvedid=$id,
$RTHOME/local/plugins/RT-IR/html/RTIR/Elements/QueueTabs:
path = RTIR/Update.html?Action=CommentDefaultStatus=resolvedid=$id,
$RTHOME/share/html/Search/Elements/BuildFormatString:
$column{Prefix} .= q{a
HREF=__WebPath__/Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=__id__};
$RTHOME/share/html/Ticket/Elements/Tabs:
Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=
$RTHOME/var/mason_data/obj/2098779359/standard/Search/Elements/BuildFormatString.obj:
$column{Prefix} .= q{a
HREF=__WebPath__/Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=__id__};
$RTHOME/var/mason_data/obj/2098779359/standard/Ticket/Elements/Tabs.obj:
Ticket/Update.html?Action=CommentDefaultStatus=resolvedid=
On Thu, Jul 30, 2009 at 9:10 AM, Sean stroke_of_de...@yahoo.com wrote:
Hi,
On RT 3.8.4, if I put my mouse over the resolve link on a ticket,
it goes to Update.html?Action=comment How can I change
that to Action=Correspond ? Not sure where this lives. I just
want it to do correspondance by default when someone resolves a ticket vs.
comment by default
Thanks.
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Re: [rt-users] Attachments missing in RESOLVE email
Miroslav, Yes, just need to select Reply to Requestors from the Update Type: Field. Thanks, Bill Graboyes On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath aveng...@atlas.skwrote: So is there some way how to have attachments in RESOLVE email ? -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.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 ___ 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] Correspond vs. Comment on resolve
Sean ha scritto:
On RT 3.8.4, if I put my mouse over the resolve link on a ticket,
it goes to Update.html?Action=comment How can I change
that to Action=Correspond ? Not sure where this lives. I just
want it to do correspondance by default when someone resolves a ticket vs.
comment by default
Hi,
edit file
$RT/share/html/Ticket/Elements/Tabs near line 175 to this:
if ( $can{'ModifyTicket'} ) {
if ( $Ticket-Status ne 'resolved' ) {
$actions-{'G'} = {
path =
Ticket/Update.html?Action=RespondDefaultStatus=resolvedid=
. $id,
title = loc('Resolve')
};
}
HTH
--
Andrea Perotti
smime.p7s
Description: S/MIME Cryptographic Signature
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[rt-users] what are RTFM Topics used for?
So I've read the RTFM manual and I'm no clearer really on what purpose Topics provide. They don't see to add anything to the privileged user interface. Is this something that is used in the self-service interface? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] create RTFM manual pages in wiki?
The RTFM PDF manual is very very very out of date. If I were to spent the time breaking the PDF up into several wiki pages and updating those pages to reflect 2.4.2 would that be acceptable? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachment storage
On Jul 29, 2009, at 4:16 PM, Michael Ellis wrote: I am considering attaching .wav files of the voicemail left on our helpdesk to rt tickets, but I'm worried about performance/stability if I start putting this amount of binary data in the system. I ran this thought by our local DB guy and he FWIW our voicemail system dumps all voicemail as WAV files into a separate queue that is transcribed by the support staff. We've probably got 7k messages in there now, no problems so far. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
Miroslav William, I prefer to NOT change RT code if I can get away with it. We like our comments included on a resolved ticket, so we just created a scrip to send out an Email using our version of the resolved template. In our version, we capture the last comment and put it in the Email. That way we override RT's normal procedure of not sending out comments in Email AND we don't have to change the RT code. Just a thought. Kenn LBNL On 7/30/2009 10:26 AM, William Graboyes wrote: Miroslav, Yes, just need to select Reply to Requestors from the Update Type: Field. Thanks, Bill Graboyes On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath aveng...@atlas.sk mailto:aveng...@atlas.sk wrote: So is there some way how to have attachments in RESOLVE email ? -- View this message in context: http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.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 mailto: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 ___ 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] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?)
I am receiving a complaint from our generic helpdesk support personnel regarding the volume of email they receive as AdminCCs for the default queue. I would like to disable all AdminCC notification for this one queue, but leave it on for all others. I found an extension that adds this functionality ( http://page.mi.fu-berlin.de/pape/rt3screenshots/ ), but it's from 2004. I tried to apply it to a test snapshot, but got errors from the make install (which I thought I had in my clipboard and have now lost :S ). Does anyone know if it works with RT 3.8.4? If not, I know that I could set the stage for the three global Notify AdminCCs scrips to disabled and then create three new queue specific scrips for every other queue. The first half of that sentence is easy, the second seems like a huge job. I thought of two ways around this: 1. Change the condition for the three Notify AdminCCs global scrips to a custom condition and add a check for this queue to it. But I'm not yet clear on where to copy the rest of the code from. 2. Figure out how to modify the existing action code for Notify AdminCCs check for this queue and abort if true. But I'm not sure it advisable/possible to move some of the condition checking to an action. Method 1 seems more normal but method 2 seems like it might be less work, if it's possible. Advice is welcome; thanks, Mike ___ 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] [fsck.com #13230] bug/patch - no linefeeds in Show output for an outgoing message
I'd like to point out that this problem also re-appears in RTFM Extract Article as well. With MessageBoxWrap = SOFT, all paragraphs are a single long line. On Jul 27, 2009, at 6:29 PM, Jo Rhett wrote: Okay, I think I might have it. # Default wrapping: HARD (choices SOFT, HARD) Set( $MessageBoxWrap, 'SOFT' ); If you are set for default HARD, then it is being wrapped by RT for you -- which is seems to be what I view. What we want is appropriate wrapping relative to the window size. If you set this to SOFT and re-add that paragraph without linefeeds, you'll see the problem. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?)
If you don't want them notified, why make them AdminCC's? Alternatively, jut make blank templates for that queue with the same name as the global templates the scrip(s) use, and no messages will be sent. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] Scrip for Merging bounces into existing tickets added to the wiki
Otmar, this looks great -- however it doesn't seem to be working. Is there any useful way to debug this? I've confirmed that the bounce e-mails all contain the information you are looking for. Nothing bad appears in rt.log On Jul 24, 2009, at 4:43 AM, Otmar Lendl wrote: I recently hacked up a small Scrip that tries to merge new tickets generated by mail bounces into the ticket that generated the mail. This is similar to what http://wiki.bestpractical.com/view/RtBounceHandler is doing, just that it's implemented as a scrip and not as an external program which runs on incoming mail. I've added my code to the RT wiki at http://wiki.bestpractical.com/view/BounceMerge I hope someone else might find it useful, too. /ol -- -=- Otmar Lendl -- o...@bofh.priv.at -- http://lendl.priv.at/ -=- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments missing in RESOLVE email
Jo Rhett,
Sure. My mistake, it's just a template. Here it is:
Subject: Request Titled: {$Ticket-Subject} has been Resolved!
This ticket has been resolved. DO NOT REPLY to this message!
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
Priority is: {$Ticket-Priority}
Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Ownedby: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
-
Description of Issue:
{$Ticket-FirstCustomFieldValue('Description')}
-
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
else
{
$Resolution_Comment = No comment.
}
return $Resolution_Comment;
}
-
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
You'll probably notice that our method of getting people to stop
replying to the Resolved notification was to tell them not to in
capitol letters! ha! Really a high-tech method ;-). Anyway, it works for us.
Kenn
LBNL
On 7/30/2009 11:37 AM, Jo Rhett wrote:
Ken, care to share that scrip? Or better yet put it in the wiki since
it's FA?
On Jul 30, 2009, at 11:26 AM, Ken Crocker wrote:
Miroslav William,
I prefer to NOT change RT code if I can get away with it. We like our
comments included on a resolved ticket, so we just created a scrip
to send out an Email using our version of the resolved template. In
our version, we capture the last comment and put it in the Email.
That way we override RT's normal procedure of not sending out
comments in Email AND we don't have to change the RT code. Just a
thought.
Kenn
LBNL
On 7/30/2009 10:26 AM, William Graboyes wrote:
Miroslav,
Yes, just need to select Reply to Requestors from the Update
Type: Field.
Thanks,
Bill Graboyes
On Thu, Jul 30, 2009 at 10:02 AM, Miroslav Horvath
aveng...@atlas.sk mailto:aveng...@atlas.sk wrote:
So is there some way how to have attachments in RESOLVE email ?
--
View this message in context:
http://www.nabble.com/Re%3A-Attachments-missing-in-RESOLVE-email-tp24739982p24742609.html
Sent from the Request Tracker - User mailing list archive at
Nabble.com.
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--
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Net Consonance : consonant endings by net philanthropy, open source
and other randomness
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Re: [rt-users] Scrip for Merging bounces into existing tickets added to the wiki
I found one problem. It assumes that the Organization name is also used as the subject line tag. I've fixed that. But it has print STDERR statements here, and I wish I could figure out where those PRINTs are going. Or is there a better way to debug statements out to rt.log? On Jul 30, 2009, at 11:52 AM, Jo Rhett wrote: Otmar, this looks great -- however it doesn't seem to be working. Is there any useful way to debug this? I've confirmed that the bounce e-mails all contain the information you are looking for. Nothing bad appears in rt.log On Jul 24, 2009, at 4:43 AM, Otmar Lendl wrote: I recently hacked up a small Scrip that tries to merge new tickets generated by mail bounces into the ticket that generated the mail. This is similar to what http://wiki.bestpractical.com/view/RtBounceHandler is doing, just that it's implemented as a scrip and not as an external program which runs on incoming mail. I've added my code to the RT wiki at http://wiki.bestpractical.com/view/BounceMerge I hope someone else might find it useful, too. /ol -- -=- Otmar Lendl -- o...@bofh.priv.at -- http://lendl.priv.at/ -=- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Table 'rt3.ObjectCustomFields' doesn't exist
Hi, I tried without --default-charset=binary on export of old DB 3.2.2 and import into 3.8.4 on new server and I can see old attachments and new attachments on new server without any issues. Don't know if this will be an issue in the future. old serve is running mysql 4.0.22 new server is running mysql 5.0.75-0ubuntu10.2 raymond On Wed, 29 Jul 2009, Ruslan Zakirov wrote: On Wed, Jul 29, 2009 at 9:21 PM, raym...@pilotsupplies.com wrote: Hi, Thank you for the suggestion. I'll give that a shot. This is a migration from an old box running 3.2.2 to a new server which is rt 3.8.4 fresh install. Will I need to do make upgrade as indicated in the 3.8.4 README file? Nope, you run `make install` instead of `make upgrade` as you have no RT files on new server. I am exporting rt 3.2.2 db on old server and importing to the new server running rt 3.8.4 Don't forget to using --default-charset=binary, both on export and import. Check exact syntax in mysql's docs. It's important or you can break every binary attachment. mysql -u root -p rt3 oldrt3.2.2.db.sql mysql --default-charset=binary -u root -p rt3 oldrt3.2.2.db.sql raymond On Wed, 29 Jul 2009, Ruslan Zakirov wrote: Then you missed one step. You have to upgrade DB first from 3.2.2 to 3.7.89 first. It's `rt-setup-database --action update ...` command described in more details in UPGRADING.mysql and README files. On Tue, Jul 28, 2009 at 11:39 PM, raym...@pilotsupplies.com wrote: Hi Ruslan, My apologies. I was upgrading from 3.2.2 raymond On Tue, 28 Jul 2009, Ruslan Zakirov wrote: Why do you even need mysqlupgrade.sql if it's fresh install? On Tue, Jul 28, 2009 at 10:13 PM, raym...@pilotsupplies.com wrote: ubuntu vmware esx4i with ubuntu 9.04 4GB of memory dual xeon processor fresh 3.8.4 install, apache2, perl_Mode 2, mysql 5 go error Table 'rt3.ObjectCustomFields' doesn't exist so I went and commented out the following, see below and proceed with the install with no other issues. Am wondering if there are any implications, issues or problems with this or is there a better way to fix this ? thanx! /usr/local/src/rt-3.8.4/etc/upgrade# mysql -u root -p rt3 mysqlupgrade.sql Enter password: ERROR 1146 (42S02) at line 77: Table 'rt3.ObjectCustomFields' doesn't exist r...@joeblow:/usr/local/src/rt-3.8.4/etc/upgrade# vi mysqlupgrade.sql #ALTER TABLE ObjectCustomFields # DEFAULT CHARACTER SET utf8; #ALTER TABLE ObjectCustomFieldValues # DEFAULT CHARACTER SET utf8; -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others ___ 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 -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others -- Regards, Raymond Wong Personal motto: P.E.A.C.E Enjoy the present Assert your goals Champion peace Entrust others___ 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] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?)
Good question. I suppose I was on autopilot somewhat. This group is who is responsible for either resolving the tickets in the queue or triaging and assigning then to other queues. In my thinking I just equated that responsibility with being an AdminCC. I took your advice and will have them add a saved search for the queue to their RT at a glance, so that it's still front and centre for them. Thanks very much, Mike -- From: Jerrad Pierce jpie...@cambridgeenergyalliance.org Sent: Thursday, July 30, 2009 1:35 PM To: Michael Ellis michael_el...@umanitoba.ca Cc: RT-USERS RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?) If you don't want them notified, why make them AdminCC's? Alternatively, jut make blank templates for that queue with the same name as the global templates the scrip(s) use, and no messages will be sent. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] create RTFM manual pages in wiki?
On Thu 30.Jul'09 at 11:24:48 -0700, Jo Rhett wrote: The RTFM PDF manual is very very very out of date. If I were to spent the time breaking the PDF up into several wiki pages and updating those pages to reflect 2.4.2 would that be acceptable? That would be great! Thanks. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] [PATCH] html/Ticket/Elements/PreviewScrips to allow users (Actors) to prevent (opt-out; Squelch) future emails from being sent to themselves for individual tickets
Hello all,
Here is a quick/dirty patch for html/Ticket/Elements/PreviewScrips
(from rt-v3.6) to give users (Actors) an interface to prevent
(Squelch) future emails from being sent to themselves for an
individual ticket.
RT appeared to have a way to Update(.html) the ticket to squelch
emails sent to other users on individual tickets, but didn't have a
way for any user to opt-out of future emails sent to themselves
(unless NotifyActor=1 was set). ?
This patch just adds another checkbox at the bottom of Update.html
that allows users (Authors) to silence (squelch) themselves, if they
aren't already squelched.
I wanted this because I automatically add a large Group to the AdminCC
for each new ticket, and wanted a way for users to opt-out of all the
emails for a ticket without having to delete the Group from the
AdminCC and manually add ALL the other users that were in that Group
back as AdminCCs.
Perhaps this capability already exists, and/or perhaps there's a
better way to do this, but I couldn't find it, so here's what I came
up with.
YMMV.
--
Thor Kooda
--- /usr/share/request-tracker3.6/html/Ticket/Elements/PreviewScrips2007-04-24 12:21:42.0 -0500
+++ /usr/local/share/request-tracker3.6/html/Ticket/Elements/PreviewScrips 2009-07-30 14:18:03.0 -0500
@@ -130,4 +130,18 @@
% $recipient-Content %
% }
/ul
+
+%# tkooda : 2009-07-30 : add any unsquelched actor email address to list of available checkboxes
+% my $actor_is_squelched = 0;
+% foreach my $recipient (@non_recipients) {
+% $actor_is_squelched = 1 if ( $recipient-Content eq $session{CurrentUser}-EmailAddress );
+% }
+% if ( not $actor_is_squelched ) {
+br /
+i|/l(Check box to disable notifications to yourself)//ibr /
+ul
+liinput type=checkbox class=checkbox name=Ticket-%$TicketObj-id%-SquelchMailTo value=%$session{CurrentUser}-EmailAddress% / %$session{CurrentUser}-EmailAddress%
+/ul
+% }
+
/Elements/Submit, Value = 'UpdatePreview', Label = loc('Save changes')
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