[rt-users] Scrip help needed
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in our case)
should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after the user in
ticket #2 writes an update and i have no idea at the moment, how can i do the
update as the user, doing the reply on ticket #2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this part of
code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
# Get the actual Actor of this transaction
my $Actor = $self-TransactionObj-Creator;
# $Actor has the ID of the actual Transaction
my $temp_user = RT::User-new();
$temp_user-Load($Actor);
my $AName = $temp_user-Name();
# Name of Actor in acutal Transaction - possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
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
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Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
# Get the actual Actor of this transaction
my $Actor = $self-TransactionObj-Creator;
# $Actor has the ID of the actual Transaction
my $temp_user = RT::User-new();
$temp_user-Load($Actor);
my $AName = $temp_user-Name();
# Name of Actor in acutal Transaction - possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
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
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Re: [rt-users] Scrip help needed
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
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
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new(); $temp_user-Load($Actor);
my $AName = $temp_user-Name(); # Name of Actor in acutal Transaction
- possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
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
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Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)
Ok. I was able to do what I wanted (make non-staff users able to see all
tickets).
Here's what I did (Version RT 3.6.HEAD):
1 - First, I gave rights SeeQueue and ShowTicket to Everyone.
2 - Then I created a new file OtherRequests
cd ./rt3/html/SelfService/Elements/
cp MyRequests OtherRequests
3 - Here are the changes I made to OtherRequests
diff OtherRequests MyRequests
61c61
. join( ' OR ', map $_.id != $id, @roles )
---
. join( ' OR ', map $_.id = $id, @roles )
63d62
$Query .= AND ( Requestor.id != $id );
80c79
$title = loc(Other's [_1] tickets, $friendly_status)
---
$title = loc(My [_1] tickets, $friendly_status)
4 - Then I added this in ./rt3/html/SelfService/index.html
/SelfService/Elements/OtherRequests,
BaseURL = $RT::WebPath . /SelfService/?,
Page= $Page
5 - And added this in ./rt3/html/SelfService/Closed.html
/SelfService/Elements/OtherRequests,
status = ['rejected', 'resolved'],
friendly_status = loc('closed'),
BaseURL = $RT::WebPath . /SelfService/Closed.html?,
Page= $Page
That's it! It's working! Hope it helps someone.
Date: Wed, 23 Sep 2009 12:21:25 -0400
From: Kevin Falcone falc...@bestpractical.com
Subject: Re: [rt-users] Make non-staff users able to see all tickets
(and not only theirs)
To: rt-users@lists.bestpractical.com
Message-ID: 20090923162125.gc3...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote:
First of all, thanks for the answers!
1. Make all non-privileged users see ALL the tickets (not only the
tickets they are Requestors).
Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?
I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
And they can see them now, but they need to write http://...?id=4 to see
ticket 4 if it is not theirs.
What I need is to change the /SelfService/index.html in order to have:
- My open tickets
- Other people open tickets (this is what I want)
You'll have to overlay and tweak the search in
share/html/SelfService/Elements/MyRequests
by default, SelfService only looks for Tickets you are a Watcher of
-kevin
2. Make all non-privileged users be able to login, even if there is
not a user account for them
I don't want to use a LDAP Server. If not possible, I will just have to
create the accounts by hand.
Thanks!
-Original Message-
From: Mauricio Tavares [mailto:raubvo...@gmail.com]
Sent: quarta-feira, 23 de Setembro de 2009 15:26
To: Rui Vitor Figueiras Meireles
Cc: RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not
only theirs)
Rui Vitor Figueiras Meireles wrote:
Hi there. I've just installed RT 3.6 (It was the version available in
EPEL Repositories for RHEL 5).
I'm not going to use email to open/reply to tickets, I just want to use
email to send notifications.
This way, all the users must use the http interface.
I was wondering how it is possible to:
1. Make all non-privileged users see ALL the tickets (not only the
tickets they are Requestors).
Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?
2. Make all non-privileged users be able to login, even if there is
not a user account for them (for example, they could login with
their email, have a pre-defined password, and have the account
automatically created). I know this is possible via email request,
but I wanted via browser...
It may not be what you want but if your non-privileged users are in
your LDAP server, you would not need to define them in rt in advance.
Whenever they would log in, they would be seen as non-privileged by rt
unless you do something to change that.
I would greatly appreciate if someone could help me with one or more
questions.
Thanks in advance.
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Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)
But does n't this allow everyone to see every ticket??
Are you sure you want to do that? does n't your customers mind that
their issues are visible to other customers?? is that legal (data
protection etc)?
Or have I missed something?
Roy
Rui Vitor Figueiras Meireles wrote:
Ok. I was able to do what I wanted (make non-staff users able to see all
tickets).
Here's what I did (Version RT 3.6.HEAD):
1 - First, I gave rights SeeQueue and ShowTicket to Everyone.
2 - Then I created a new file OtherRequests
cd ./rt3/html/SelfService/Elements/
cp MyRequests OtherRequests
3 - Here are the changes I made to OtherRequests
diff OtherRequests MyRequests
61c61
. join( ' OR ', map $_.id != $id, @roles )
---
. join( ' OR ', map $_.id = $id, @roles )
63d62
$Query .= AND ( Requestor.id != $id );
80c79
$title = loc(Other's [_1] tickets, $friendly_status)
---
$title = loc(My [_1] tickets, $friendly_status)
4 - Then I added this in ./rt3/html/SelfService/index.html
/SelfService/Elements/OtherRequests,
BaseURL = $RT::WebPath . /SelfService/?,
Page= $Page
5 - And added this in ./rt3/html/SelfService/Closed.html
/SelfService/Elements/OtherRequests,
status = ['rejected', 'resolved'],
friendly_status = loc('closed'),
BaseURL = $RT::WebPath . /SelfService/Closed.html?,
Page= $Page
That's it! It's working! Hope it helps someone.
Date: Wed, 23 Sep 2009 12:21:25 -0400
From: Kevin Falcone falc...@bestpractical.com
Subject: Re: [rt-users] Make non-staff users able to see all tickets
(and not only theirs)
To: rt-users@lists.bestpractical.com
Message-ID: 20090923162125.gc3...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote:
First of all, thanks for the answers!
1. Make all non-privileged users see ALL the tickets (not only the
tickets they are Requestors).
Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?
I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
And they can see them now, but they need to write http://...?id=4 to see
ticket 4 if it is not theirs.
What I need is to change the /SelfService/index.html in order to have:
- My open tickets
- Other people open tickets (this is what I want)
You'll have to overlay and tweak the search in
share/html/SelfService/Elements/MyRequests
by default, SelfService only looks for Tickets you are a Watcher of
-kevin
2. Make all non-privileged users be able to login, even if there is
not a user account for them
I don't want to use a LDAP Server. If not possible, I will just have to
create the accounts by hand.
Thanks!
-Original Message-
From: Mauricio Tavares [mailto:raubvo...@gmail.com]
Sent: quarta-feira, 23 de Setembro de 2009 15:26
To: Rui Vitor Figueiras Meireles
Cc: RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and
not only theirs)
Rui Vitor Figueiras Meireles wrote:
Hi there. I've just installed RT 3.6 (It was the version available in
EPEL Repositories for RHEL 5).
I'm not going to use email to open/reply to tickets, I just want to use
email to send notifications.
This way, all the users must use the http interface.
I was wondering how it is possible to:
1. Make all non-privileged users see ALL the tickets (not only the
tickets they are Requestors).
Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?
2. Make all non-privileged users be able to login, even if there is
not a user account for them (for example, they could login with
their email, have a pre-defined password, and have the account
automatically created). I know this is possible via email request,
but I wanted via browser...
It may not be what you want but if your non-privileged users are in
your LDAP server, you would not need to define them in rt in advance.
Whenever they would log in, they would be seen as non-privileged by rt
unless you do something to change that.
I would greatly appreciate if someone could help me with one or more
questions.
Thanks in advance.
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[rt-users] Setting Time Worked as Mandatory Field
Hi Guys,
I know this has been brought up a couple of times on the lists, but
can't find anything that seems to work for me.
What I am looking for is a way to stop tickets being resolved if there
is no time worked set.
I have seen a post where Richard Ellis stated that adding this to your
/path/to/rt3/local/html/Ticket/Update.html this would work exactly as I
would wish, however I am not entirely sure of how this file should be
formatted, I understand that the files in /local/ should append to those
in /share/:
if ($DefaultStatus eq 'resolved') {
# if we are resolving a ticket and there has been no time
submitted,
# do not allow the ticket to resolve. must check that SubmitTicket
is
# set, or we prevent the close page from loading and thus NO ticket
can
# be resolved.
if ((! defined($TicketObj-TimeWorked) or $TicketObj-TimeWorked ==
0) and
$ARGS{'UpdateTimeWorked'} = 0 and
exists $ARGS{'SubmitTicket'} ) {
Abort(You cannot resolve a ticket with zero time worked.
Please reselect the ticket and try again);
}
When I add this file and insert the above text by itself, when I try and
update a ticket it mearly prints the above code out on the webpage,
obviously I am missing some tags or code.
If someone could enlighten me that would be great.
Many Thanks.
Dave
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Re: [rt-users] Setting Time Worked as Mandatory Field
On Thu, Sep 24, 2009 at 02:00:20PM +0100, Dave Wells wrote: Hi Guys, I know this has been brought up a couple of times on the lists, but can't find anything that seems to work for me. When I add this file and insert the above text by itself, when I try and update a ticket it mearly prints the above code out on the webpage, obviously I am missing some tags or code. If someone could enlighten me that would be great. You have to first copy the file from share to local, then modify it (RT is going to use the file in local/ and will not use the corresponding one in share). In your case, it would be cleaner to use callbacks: http://wiki.bestpractical.com/view/CustomizingWithCallbacks ___ 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 help needed
Torsten,
Scrips work under system user, but you have to reload ticket as
creator of the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...);
...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
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
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new(); $temp_user-Load($Actor);
my $AName = $temp_user-Name(); # Name of Actor in acutal Transaction
- possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
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
___
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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
--
Best regards, Ruslan.
___
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Re: [rt-users] Scrip help needed
Hi Raed,
sorry for the typo in your name Raed ne Roy ;-)
Torsten
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten
/ Kuehne + Nagel / Ham MI-ID
Gesendet: Donnerstag, 24. September 2009 12:39
An: Raed El-Hames
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
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
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new(); $temp_user-Load($Actor);
my $AName = $temp_user-Name(); # Name of Actor in acutal Transaction
- possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
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
___
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] Scrip help needed
Hi Ruslan,
thanks for the hint. tried it with this piece of code:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
my $reply_will_be_on = RT::Ticket-new( $Actor );
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc( Information
added by [_1]., # loc
$Actor,
) . \n .
$self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
this ends up with:
[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call method
UserObj on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3647.
OK, line 3647 from Ticket_Overlay:
$self-HasRight(
Principal = $self-CurrentUser-UserObj(),
Right = $right
)
);
OK, i'm working as superuser, so i should have the rightdigging in the dark
:-(
-Ursprüngliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as creator of the
transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...); ...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
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
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on
ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside
this part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new();
Re: [rt-users] RT - Trac integration
Create a custom field, then setup the link values to field to point to Trac's ticket. You can put an arbitrary URL in there that includes the value of your custom field, your CF, in your case. From: Lander, Scott slan...@hearstsc.com All, I have a need to link together RT tickets and Trac tickets. Essentially, we do our change control within Trac. So, in RT, I have a CF Change Control, which, if set, I would like to have it link to the Trac ticket. The problem is that the two ticket numbers won't match, and trac ticket creation doesn't appear to allow you to set the ticket number (no surprise). Can anyone think of anyway to do get the Trac ticket number back and auto create the link? Thanks Scott This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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 help needed
$self-TransactionObj-Creator returns id not a user object, when you
need object.
On Thu, Sep 24, 2009 at 5:52 PM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID torsten.br...@kuehne-nagel.com wrote:
Hi Ruslan,
thanks for the hint. tried it with this piece of code:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
my $reply_will_be_on = RT::Ticket-new( $Actor );
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc(
Information added by [_1]., # loc
$Actor,
) . \n .
$self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
this ends up with:
[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call
method UserObj on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm
line 3647.
OK, line 3647 from Ticket_Overlay:
$self-HasRight(
Principal = $self-CurrentUser-UserObj(),
Right = $right
)
);
OK, i'm working as superuser, so i should have the rightdigging in the
dark :-(
-Ursprüngliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as creator of
the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...); ...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
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
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on
ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside
this part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id
Re: [rt-users] Scrip help needed
Hi Ruslan, Raed,
thanks for your support, it is working well now.
Attached again the correct working scrip action, if someone else has a need for
this:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
my $user = RT::User-new($RT::SystemUser);
$user-Load($Actor);
my $Name = $user-Name;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $reply_will_be_on = RT::Ticket-new($user);
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc(
Information added by [_1]., # loc
$Name,
) . \n .
$self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
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
-Urspruengliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 16:15
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
$self-TransactionObj-Creator returns id not a user object, when you need
object.
On Thu, Sep 24, 2009 at 5:52 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Ruslan,
thanks for the hint. tried it with this piece of code:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
my $reply_will_be_on = RT::Ticket-new( $Actor );
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc(
Information added by [_1]., # loc
$Actor,
) .
\n . $self-loc( Notes: [_1], # loc
$note
),
); } return 1;
this ends up with:
[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call
method UserObj on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm
line 3647.
OK, line 3647 from Ticket_Overlay:
$self-HasRight(
Principal = $self-CurrentUser-UserObj(),
Right = $right
)
);
OK, i'm working as superuser, so i should have the rightdigging in
the dark :-(
-Urspruengliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as creator of
the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...); ...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
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
Re: [rt-users] Make non-staff users able to see all tickets (and not only theirs)
That's exactly what I want to do.
This will be a small internal web portal, which we will use to answer questions
and requests from other co-workers.
If all tickets are visible, we will save the trouble of answering some
questions more than once (users can read the previous answers).
Thanks.
-Original Message-
From: Raed El-Hames [mailto:r...@vialtus.com]
Sent: quinta-feira, 24 de Setembro de 2009 13:22
To: Rui Vitor Figueiras Meireles
Cc: Mauricio Tavares; RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and not
only theirs)
But does n't this allow everyone to see every ticket??
Are you sure you want to do that? does n't your customers mind that
their issues are visible to other customers?? is that legal (data
protection etc)?
Or have I missed something?
Roy
Rui Vitor Figueiras Meireles wrote:
Ok. I was able to do what I wanted (make non-staff users able to see all
tickets).
Here's what I did (Version RT 3.6.HEAD):
1 - First, I gave rights SeeQueue and ShowTicket to Everyone.
2 - Then I created a new file OtherRequests
cd ./rt3/html/SelfService/Elements/
cp MyRequests OtherRequests
3 - Here are the changes I made to OtherRequests
diff OtherRequests MyRequests
61c61
. join( ' OR ', map $_.id != $id, @roles )
---
. join( ' OR ', map $_.id = $id, @roles )
63d62
$Query .= AND ( Requestor.id != $id );
80c79
$title = loc(Other's [_1] tickets, $friendly_status)
---
$title = loc(My [_1] tickets, $friendly_status)
4 - Then I added this in ./rt3/html/SelfService/index.html
/SelfService/Elements/OtherRequests,
BaseURL = $RT::WebPath . /SelfService/?,
Page= $Page
5 - And added this in ./rt3/html/SelfService/Closed.html
/SelfService/Elements/OtherRequests,
status = ['rejected', 'resolved'],
friendly_status = loc('closed'),
BaseURL = $RT::WebPath . /SelfService/Closed.html?,
Page= $Page
That's it! It's working! Hope it helps someone.
Date: Wed, 23 Sep 2009 12:21:25 -0400
From: Kevin Falcone falc...@bestpractical.com
Subject: Re: [rt-users] Make non-staff users able to see all tickets
(and not only theirs)
To: rt-users@lists.bestpractical.com
Message-ID: 20090923162125.gc3...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Wed, Sep 23, 2009 at 04:19:55PM +0100, Rui Vitor Figueiras Meireles wrote:
First of all, thanks for the answers!
1. Make all non-privileged users see ALL the tickets (not only the
tickets they are Requestors).
Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?
I did that. I gave the rights SeeQueue and ShowTicket to Everyone.
And they can see them now, but they need to write http://...?id=4 to see
ticket 4 if it is not theirs.
What I need is to change the /SelfService/index.html in order to have:
- My open tickets
- Other people open tickets (this is what I want)
You'll have to overlay and tweak the search in
share/html/SelfService/Elements/MyRequests
by default, SelfService only looks for Tickets you are a Watcher of
-kevin
2. Make all non-privileged users be able to login, even if there is
not a user account for them
I don't want to use a LDAP Server. If not possible, I will just have to
create the accounts by hand.
Thanks!
-Original Message-
From: Mauricio Tavares [mailto:raubvo...@gmail.com]
Sent: quarta-feira, 23 de Setembro de 2009 15:26
To: Rui Vitor Figueiras Meireles
Cc: RT Users
Subject: Re: [rt-users] Make non-staff users able to see all tickets (and
not only theirs)
Rui Vitor Figueiras Meireles wrote:
Hi there. I've just installed RT 3.6 (It was the version available in
EPEL Repositories for RHEL 5).
I'm not going to use email to open/reply to tickets, I just want to use
email to send notifications.
This way, all the users must use the http interface.
I was wondering how it is possible to:
1. Make all non-privileged users see ALL the tickets (not only the
tickets they are Requestors).
Could you go to the queues you want to see tickets on and then tell it
to allow the non-privileged group to see all tickets there?
2. Make all non-privileged users be able to login, even if there is
not a user account for them (for example, they could login with
their email, have a pre-defined password, and have the account
automatically created). I know this is possible via email request,
but I wanted via browser...
It may not be what you want but if your non-privileged users are in
your LDAP server, you would not need to define them in rt in advance.
Whenever they would log in, they would be seen as non-privileged by rt
unless you do
Re: [rt-users] Scrip help needed
On Thu, Sep 24, 2009 at 04:48:19PM +0200, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi Ruslan, Raed, thanks for your support, it is working well now. Attached again the correct working scrip action, if someone else has a need for this: my $Actor = $self-TransactionObj-Creator; my $user = RT::User-new($RT::SystemUser); $user-Load($Actor); my $Name = $user-Name; FYI, you can use directly $self-TransactionObj-CreatorObj to get the user object. (CreatorObj does the same , i.e. load the user, but this will shorten you scrip ;)) ___ 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 help needed
Hi Emmanuel, will try it out tomorrow: done for today ;-) Thanks for the hint. Torsten 2009/9/24 Emmanuel Lacour elac...@easter-eggs.com On Thu, Sep 24, 2009 at 04:48:19PM +0200, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi Ruslan, Raed, thanks for your support, it is working well now. Attached again the correct working scrip action, if someone else has a need for this: my $Actor = $self-TransactionObj-Creator; my $user = RT::User-new($RT::SystemUser); $user-Load($Actor); my $Name = $user-Name; FYI, you can use directly $self-TransactionObj-CreatorObj to get the user object. (CreatorObj does the same , i.e. load the user, but this will shorten you scrip ;)) ___ 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 -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ 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 change default HomepageSettings
I want to include 'My Admin Queues' in default HomepageSettings, so that when I
create a user this option is already active.
Addind the marked line in /etc/rt3/initialdata does not help, since this file
is no longer read (I guess).
{ Name = 'HomepageSettings',
Description = 'HomepageSettings',
Content =
{ 'body' = # loc
[ { type = 'system', name = 'My Tickets' },
{ type = 'component', name = 'My Admin Queues' },
{ type = 'system', name = 'Unowned Tickets' },
{ type = 'component', name = 'QuickCreate'},
],
How can I set HomepageSettings?
Thanks!
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Re: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface tests failing
On Wed 23.Sep'09 at 18:33:13 -0700, Behzad Mahini wrote: Ok, I made the umask to be strict on the entire 'test' directory (recursively), and ran the make test, and then prove -lbv You most certainly want -bv and not -lbv. failing_cases and some of the warnings/errors went away. However, there are still some more errors left (See Results shown below). Since some of these errors (See Results below) are indicating that they are known issues with GnuPG 1.0.1, it begs the following questions: 1) What is the significance of the term ...known issues with GnuPG 1.0.1... (i.e., known to RT developers? or known to the GnuPG developers?) Neither. To the original developer of GnuPg interface, a CPAN module written to let Perl applications talk to GnuPg. You may note that we now maintain thatm odule but that we didn't originally write it. 2) I have installed GnuPG 2.0.13, and do not have GnuPG 1.xx installed on my machine. Therefore why is it complaining about GnuPG 1.0.1? It's a hardcoded warning statement in the test files. And unrelated here. Again, note that I have only created a symbolic link for the executable gpg (supposedly the executable for GnuPG 1.x) to point to gpg2 (GnuPG 2.0.13). I only didthis as perl Malefile.PL for CPAN's GnuPG-Interface would not have gone ahead, as it obviously needed gpg. That's what might be referred to as an end run around a safety mechanism GnuPg::Interface wasn't designed to work with gpg2 and they changed the API/CLI, which is part of what gets something a different executable name. In particular, gpg 1 outputs timestames as ISO dates and gpg 2 outputs them as seconds since the epoch. As it happens, I had a few minutes today and did the work to support GPG2 in GnuPg::Interface. Can you try out: http://pause.perl.org/incoming/GnuPG-Interface-0.41_01.tar.gz and report back? If it's more than a few hours, you'll find that file at search.cpan.org. pgpU7YyX2uwXo.pgp 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] One user, multiple email addresses
Here's the situation; in our organization, one staff member can have several email aliases--these make the email address prettier and easier to say/remember. However, this creates a problem with some of our users, in that when they reply to tickets from the wrong email address, RT hasn't a clue as to who is posting, or what to do with it... Is there a way we can associate more than one email address with the same user? 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
[rt-users] Login password save
Has anyone ever come across an extension or made a login password saver using cookies? I'm just wondering I had a few users ask about saving their login password. Curtis ___ 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] Login password save
Has anyone ever come across an extension or made a login password saver using cookies? I'm just wondering I had a few users ask about saving their login password. Evil bad awful idea. If they simply want to stay logged in for a long time between authentications, why not extend your session period? See the wiki for details. -- 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] Login password save
Has anyone ever come across an extension or made a login password saver using cookies? I'm just wondering I had a few users ask about saving their login password. Evil bad awful idea. ... because anyone with physical access to their computer can create RT transactions as the user with the saved password without having to know the password. Even without doing that, the session length presents the same issue if users do not lock their workstations when they leave their desk. Here I have an alias set up that emails the whole company; if I find an employee has left their workstation unlocked, I send out a company-wide email from them with some silly statement (I watch Sesame Street is a favorite). Needless to say, no one hardly ever does that anymore :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] Login password save
On Thu, Sep 24, 2009 at 15:34, Tom Lahti t...@bitstatement.net wrote: Has anyone ever come across an extension or made a login password saver using cookies? I'm just wondering I had a few users ask about saving their login password. Evil bad awful idea. ... because anyone with physical access to their computer can create RT transactions as the user with the saved password without having to know the password. I was thinking more that it generally ends up storing the password in the clear, and is constantly sending that information back to the server. Besides, browsers have built-in facilities for remembering passwords if that's your bag; and in FF they can all be encrypted with a single master password. -- 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] Login password save
I was thinking more that it generally ends up storing the password in the clear, and is constantly sending that information back to the server. That too. Besides, browsers have built-in facilities for remembering passwords if that's your bag; and in FF they can all be encrypted with a single master password. Which are stored in the user's profile, not globally. Still have to log in/unlock as that user to gain the saved passwords. Unless you make everyone a local admin, then nothing else matters :) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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] root in the owner dropdown list
Hi, I have noticed that a potential owner of a ticket in our installation of RT can be root (at least it appears in the dropdown). Is this something I can disable? But would ungranting rights to the root user break RT? -y ___ 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] Owner dropdown list looks funny after upgrade
Hi, We just upgraded to 3.8.5 from 3.4.x the other day. I've noticed that the owner dropdown list is populated with some names of people who no longer work for my department - they aren't listed in the Privileged Users section. What table should I be looking at to safely cleanup the dropdown list? Thanks! -y ___ 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: Problem RTIR Installation -- CPAN's GnuPG::Interface tests failing
Copying the rt-users list. -Behzad Begin forwarded message: From: Behzad Mahini mah...@apple.com Date: September 24, 2009 11:59:49 AM PDT To: Jesse Vincent je...@bestpractical.com Cc: Jesse Vincent je...@bestpractical.com, Ruslan Zakirov ruslan.zaki...@gmail.com Subject: Re: [rt-users] Problem RTIR Installation -- CPAN's GnuPG::Interface tests failing Jesse, Ruslan Kevin, That did itTruly thank you, as the latest version of GnuPG- nterface (0.41) fixed my problem, and all errors went away (...by the way, I ignored the warnings for the test directory settings, as they were similar to the past). RTIR now shows up on my UI, and is accessible. Best Regards, Behzad On Sep 24, 2009, at 11:04 AM, Jesse Vincent wrote: On Wed 23.Sep'09 at 18:33:13 -0700, Behzad Mahini wrote: Ok, I made the umask to be strict on the entire 'test' directory (recursively), and ran the make test, and then prove -lbv You most certainly want -bv and not -lbv. failing_cases and some of the warnings/errors went away. However, there are still some more errors left (See Results shown below). Since some of these errors (See Results below) are indicating that they are known issues with GnuPG 1.0.1, it begs the following questions: 1) What is the significance of the term ...known issues with GnuPG 1.0.1... (i.e., known to RT developers? or known to the GnuPG developers?) Neither. To the original developer of GnuPg interface, a CPAN module written to let Perl applications talk to GnuPg. You may note that we now maintain thatm odule but that we didn't originally write it. 2) I have installed GnuPG 2.0.13, and do not have GnuPG 1.xx installed on my machine. Therefore why is it complaining about GnuPG 1.0.1? It's a hardcoded warning statement in the test files. And unrelated here. Again, note that I have only created a symbolic link for the executable gpg (supposedly the executable for GnuPG 1.x) to point to gpg2 (GnuPG 2.0.13). I only didthis as perl Malefile.PL for CPAN's GnuPG-Interface would not have gone ahead, as it obviously needed gpg. That's what might be referred to as an end run around a safety mechanism GnuPg::Interface wasn't designed to work with gpg2 and they changed the API/CLI, which is part of what gets something a different executable name. In particular, gpg 1 outputs timestames as ISO dates and gpg 2 outputs them as seconds since the epoch. As it happens, I had a few minutes today and did the work to support GPG2 in GnuPg::Interface. Can you try out: http://pause.perl.org/incoming/GnuPG-Interface-0.41_01.tar.gz and report back? If it's more than a few hours, you'll find that file at search.cpan.org. ___ 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] SetStatus and SetOwner scrip question
I was looking through the list's history. The original email did not get an answer to it. The piece that interests me about this listserv topic(dating back to Aug 2007) Sean, and myself are trying to set a ticket's owner to nobody on an action... He stated, I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change). Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] SetStatus and SetOwner scrip question
On Thu, Sep 24, 2009 at 04:02:10PM -0400, Mike Johnson wrote: I was looking through the list's history. The original email did not get an answer to it. The piece that interests me about this listserv topic(dating back to Aug 2007) Sean, and myself are trying to set a ticket's owner to nobody on an action... He stated, I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. If you want as much information as possible, you should check the return values of SetOwner. The arguments for the SetOwner method are documented in Ticket_Overlay.pm. -kevin Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change). pgpP2rEo1bWNZ.pgp 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
Re: [rt-users] root in the owner dropdown list
On Thu, Sep 24, 2009 at 04:11:47PM -0400, Sul, Young L wrote: I have noticed that a potential owner of a ticket in our installation of RT can be root (at least it appears in the dropdown). Is this something I can disable? But would ungranting rights to the root user break RT? On modern RTs, this should only happen if you're logged in as a user with SuperUser rights. -kevin pgpYPv6FVVXn0.pgp 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
Re: [rt-users] SetStatus and SetOwner scrip question
Mike, We use this for when a ticket is moved to another Queue: # set new Ticket Owner value my $ticket = $self-TicketObj; $ticket-SetStatus(new); $ticket-SetOwner(10, 'Force'); return 1; The above code is put into the cleanup code. Hope this helps Kenn LBNL On 9/24/2009 1:02 PM, Mike Johnson wrote: I was looking through the list's history. The original email did not get an answer to it. The piece that interests me about this listserv topic(dating back to Aug 2007) Sean, and myself are trying to set a ticket's owner to nobody on an action... He stated, I've tried: $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(Nobody); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(10); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Name = Nobody); $self-TicketObj-SetOwner(Id = 10); $self-TicketObj-SetOwner(Id = 10); None of these has worked and nothing in rt.log indicates any problems. I have it set up with debug so I know I'm getting as much info as I can. Can anyone tell me which of the above? and what else do I need to set to make this happen on a specific condition(I'm using On Queue change). Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca mailto:mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca mailto:nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] One user, multiple email addresses
On Thu, Sep 24, 2009 at 02:28:28PM -0400, Johnathan Bell wrote: Here's the situation; in our organization, one staff member can have several email aliases--these make the email address prettier and easier to say/remember. However, this creates a problem with some of our users, in that when they reply to tickets from the wrong email address, RT hasn't a clue as to who is posting, or what to do with it... Is there a way we can associate more than one email address with the same user? If you can look things up, you want to look at overriding CanonicalizeEmailAddress in RT::User. Otherwise, you want to look at the MergeUsers extension. Best, Jesse 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] RT - Trac integration
On Wed, Sep 23, 2009 at 11:44:25PM -0400, Lander, Scott wrote: All, I have a need to link together RT tickets and Trac tickets. Essentially, we do our change control within Trac. So, in RT, I have a CF Change Control, which, if set, I would like to have it link to the Trac ticket. Can you explain a bit more about how you want the linkage to work? If you're up for trying out some new technology, our side-project, SD, which you can get from http://syncwith.us is a P2P issue tracking system which can sync to RT and can sync to trac. With a little bit of care and a little bit of automation, you could sync all tickets (and ticket updates) from trac into RT. If it's important to push updates back to trac, that's doable too. ___ 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 - Trac integration
Jesse, We are still working on exactly what we want as far as syncing, or, if that is even what we want to do. We would much prefer to keep it all within RT, but, right now, I can't see a good way to do it. There is too much free form information that RT doesn't seem well adapted to taking. As an example, when handling a change control, we have to document the servers (want a linked asset), the software, the person handling the change, the time and date of the change, the change description, the change procedure (usually an attachment, but, could be just a few lines of text for an easy one..), the backout procedure, testing data, and any procedures modifed (separate linked ticket), along with a few more details, and a raft of signaturesThis is currently done mostly manually, via paper forms. I am researching how to do this electronically, and how to use RT to control the whole process.The signatures part is handled via the Authorize mechanism, and every one seems ok with that. But, how to capture the rest of this is complicated. I have looked at forms (as in Xforms (orbeon), or Web 2.0 forms), and other ideas, and one is trac. We use trac for other things anyways - more for the wiki then the ticketing, though! But, a second look at trac makes it look like MAYBE we could use the ticketing side for the docuementation part of this project. The most obvious problems are that the ticket numbers would not match, so, passing __id__ as part of a link in a CF to bring up the related TRAC ticket won't work.Someone suggested manually typing the trac ticket into the CF, and using the __customField__ value, and, that works, sort of... I didn't want the users to have to manually do the linking, and so far, I haven't really found a good way to link back from the trac ticket... And all this is is a web link. Nothing very substantial! So. Anyone have any better ideas?Either for the whole project, or for the small piece of the project? I am, essentially, in day one of a fairly large project - just in the research phase of what is possible. Great time for new ideas! Thanks Scott -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Thursday, September 24, 2009 5:43 PM To: Lander, Scott Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT - Trac integration On Wed, Sep 23, 2009 at 11:44:25PM -0400, Lander, Scott wrote: All, I have a need to link together RT tickets and Trac tickets. Essentially, we do our change control within Trac. So, in RT, I have a CF Change Control, which, if set, I would like to have it link to the Trac ticket. Can you explain a bit more about how you want the linkage to work? If you're up for trying out some new technology, our side-project, SD, which you can get from http://syncwith.us is a P2P issue tracking system which can sync to RT and can sync to trac. With a little bit of care and a little bit of automation, you could sync all tickets (and ticket updates) from trac into RT. If it's important to push updates back to trac, that's doable too. This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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 - Trac integration
As an example, when handling a change control, we have to document the servers (want a linked asset), the software, Maybe http://code.google.com/p/asset-tracker-4rt/? the person handling the change, the time and date of the change, the change description, the change procedure (usually an attachment, but, could be just a few lines of text for an easy one..), Those tidbits all sound like part of a normal transaction in RT, not free form info, to me. the backout procedure, testing data, and any procedures modifed (separate linked ticket), along with a few more details, and a raft of signatures This is currently done mostly manually, via paper forms. This mostly just imposing a structure on how you use the tool I think? ___ 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] contrib HTML email reminder based on LastUpdated and status
Hello all, I just contributed another reminder type script on the wiki: http://wiki.bestpractical.com/view/rtUnifiedreminder It is different from the other reminder scripts currently up there in that the others all rely on either StartDate, DueDate or Priority in order to work, and not all organizations make use of those fields. Also, the existing ones only email the ticket owner and do so in plaintext email. This script notifies whoever you specify with HTML email about any ticket where it has been too long since LastUpdated. Too long is configurable and based on new/open/stalled status. It can be configured to include or exclude specific queues. The HTML email report is suitable for managers who want to know about any ticket, and don;t care who owns it or what queue it's in. And because it's HTML mail, they can click on the tickets and links to RT searches right from the message. Thanks to everyone on the list that has helped me in the past. Allen ___ 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] Notify admincc on ticket creation only?
Hi all, We have some adminccs who aren't really clued into the process, but need to be notified when a ticket is initially created. Any ideas how to best handle this? I don't see anything [io]n the archives/wiki. I know I could just add them as bcc's to the template, but this seems kind of hacki-ish, and is not an obvious place for another admin to go tweak things in the future. Consequently, I'm considering adapting the squelch code from Ticket/Update.html into a scrip to add these users to the non_recipients list... But I'm not thrilled at the idea, and then there's the matter of what to invoke it. OnCreate would make the most sense, but I don't want to possible pre-empt the auto-response delivery. So I'd have to settle for OnCorrespond, even though it'd get triggered more than necessary, etc. -- 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] Notify admincc on ticket creation only?
Make that one (un-answered) list archive entry: http://www.gossamer-threads.com/lists/rt/users/12481?search_string=admincc%20once;#12481 And one thread related to a possible alternative of overriding the global On Correspond Notify Owner and AdminCc http://www.gossamer-threads.com/lists/rt/users/23562?search_string=override%20scrip;#23562 -- 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] Notify admincc on ticket creation only?
For anyone interested, here's what I have so far, and it seems to work:
OnCreate, User Defined Action...
my $org = RT-Config-Get('Organization')
foreach my $address ( grep {$_ !~ /\...@\q$org\e/}
$self-TicketObj-QueueObj-AdminCc-MemberEmailAddresses ){
$self-TicketObj-SquelchMailTo($address);
}
That will remove external AdminCcs post-auto-response.
--
Cambridge Energy Alliance: Save money. Save the planet.
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Re: [rt-users] Notify admincc on ticket creation only?
On Thu, Sep 24, 2009 at 07:06:12PM -0400, Jerrad Pierce wrote:
For anyone interested, here's what I have so far, and it seems to work:
OnCreate, User Defined Action...
my $org = RT-Config-Get('Organization')
foreach my $address ( grep {$_ !~ /\...@\q$org\e/}
$self-TicketObj-QueueObj-AdminCc-MemberEmailAddresses ){
$self-TicketObj-SquelchMailTo($address);
}
That will remove external AdminCcs post-auto-response.
I'd just use rt-email-group-admin to set up an action that notifies a
group of people only on creation. It'll complicate your rights a bit
if you're trying to give these users rights on tickets based on being
admincc of course.
-kevin
pgpIPQMLJsgSq.pgp
Description: PGP signature
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[rt-users] Attachments; a different MIME type?
Hmm, lemme try this a third time.. I would really appreciate some help. Basically, images and PDFs that are attached to requests or added as attachments later through the web interface are stored and retrieved without any issues. Any other type: zip files, office documents, etc, get stored in the Attachments table as text/plain whether they are added via e-mail request or via the web interface. Why is the content type not being identified or recorded correctly in the database? Where should I look to debug this problem further? That charset=utf-8 looks suspicious... I *think* I've done all the upgrades properly... ran the upgrade schema script... I'm on perl 5.10.0.x, Mysql 5.0.84, rt 3.8.2 Thanks for any help you folks can give! -Eric Here is a sample entry from the Header column in the Attachments table with an office document. MIME-Version: 1.0 Subject: Checklist_for_Booster_Application.doc X-Mailer: MIME-tools 5.427 (Entity 5.427) Content-Type: text/plain; charset=utf-8; name=Checklist_for_Booster_Application.doc Content-Disposition: inline; filename=Checklist_for_Booster_Application.doc Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 35778 Here is one for a PDF file that I added to that same ticket mere moments earlier. MIME-Version: 1.0 Subject: 2009 Home School Flyer.pdf X-Mailer: MIME-tools 5.427 (Entity 5.427) Content-Type: application/pdf; name=2009 Home School Flyer.pdf Content-Disposition: inline; filename=2009 Home School Flyer.pdf Content-Transfer-Encoding: base64 Content-Length: 988569 ___ 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] ModifySelf Privilege Prevents Login
Using 'root' I granted ModifySelf to another userName, and now I can no longer login using root, neither the other user could login. The error message that I get is: Error Your username or password is incorrect Thanks, Behzad ___ 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] ModifySelf Privilege Prevents Login
I also updated the password for User 'root' at the MySQL level, and still I can't log back in using the new password for 'root'. -Behzad On Sep 24, 2009, at 4:56 PM, Behzad Mahini wrote: Using 'root' I granted ModifySelf to another userName, and now I can no longer login using root, neither the other user could login. The error message that I get is: Error Your username or password is incorrect Thanks, Behzad ___ 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 with forms and workflow?
On Wed, Sep 23, 2009 at 05:19:51AM +0900, Jesse Vincent wrote: Sorry if haven't been keeping up with the technology, but to me RT didn't support forms, in the sense custom fields mixed with text and laid out on a page. Has that changed? Searching for form on http://bestpractical.com/rt/features.html certainly doesn't give that impression. The features list on the corporate website is...not exactly exhaustive. Know any good marketing people who work cheap? ;) Sure I do. Good, cheap, or available . . . pick any two. Without going into marketing docs, I'd feel more confident in spending time installing a new version of RT if I could first find some technical documentation explaining how to set up such forms; I have been singularly unable to find any such thing. -- Lorens ___ 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 change default HomepageSettings
On Thu, Sep 24, 2009 at 06:53:21PM +0100, Rui Vitor Figueiras Meireles wrote:
I want to include 'My Admin Queues' in default HomepageSettings, so that when
I create a user this option is already active.
Addind the marked line in /etc/rt3/initialdata does not help, since this file
is no longer read (I guess).
{ Name = 'HomepageSettings',
Description = 'HomepageSettings',
Content =
{ 'body' = # loc
[ { type = 'system', name = 'My Tickets' },
{ type = 'component', name = 'My Admin Queues' },
{ type = 'system', name = 'Unowned Tickets' },
{ type = 'component', name = 'QuickCreate'},
],
How can I set HomepageSettings?
As a SuperUser, just go to web interface, Configuration-Global-RT at a
Glance, any change here will be the default for new users.
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Re: [rt-users] Attachments; a different MIME type?
On Thu, Sep 24, 2009 at 04:48:56PM -0700, Eric Horne wrote: Hmm, lemme try this a third time.. I would really appreciate some help. Can you tell us which is your browser name/version and also send a sample file that trigger this problem? ___ 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
