[rt-users] Cookies Problem with RT 3.8.5
Hello All Yesterday I have upgraded from 3.6.3 to 3.8.5 all has works well. But I m facing a strange problem for e.g. I have logged with root user and all operations works fine but when I logged in with other user after logging out I has got window and all queues which root user has access. I have checked credentials of the other user but It was a normal user with no admin privileges. But still I was able to look in the queues that only admin can see. Once I have cleared the cache cookies form browser then my normal user's home page was fine and I can able to see the queue which that user is supposed to see. But again when I logged in with admin user I was seeing the queue of my previous user and not been able to see the admin queues. I am facing this problem with my new installation (i.e. upgradation from 3.6.3 to 3.8.5 ) I have checked all stuffs with my browser but it is fine and also I have no problem in switching users and I was able to see the home pages of relevant users when I have used my beta machine having RT 3.6.3 installed Please can any one suggest me what is problem with my installation . Thanks Regards Varun Vyas _ From: Joop [mailto:joopvandew...@mococo.nl] Sent: Wednesday, November 04, 2009 1:01 PM To: Varun Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 Varun wrote: Hello Joop As per your guessing you are right I am facing problem of corruption in sql query when I upgraded from 3.6.3 to 3.8.6 application is working fine but when I want to look at page where custom fields are or want to see the page where tickets basics are there. I am not able to go that page and RT doesn't seem too returned with that page and goes in unending loop of query firing and also I get the query which I posted to you which is not firing as per your suggestion. So can you can help me in how to fix this problem I am not been able to find any solution for it. Any help is highly appreciated. I'm sorry but that is something that changed in RT and I'm not able to help you there. Basically what I wrote to rt-devel is that probably there is a mix up in column names and the query should read: SELECT main.* FROM Attributes main WHERE (main.OBJECTID = '221') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') instead of: SELECT main.* FROM Attributes main WHERE (main.Content = '221') AND (main.Name = 'BasedOn') Regards, Joop AND (main.ObjectType = 'RT::CustomField') ___ 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] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
It's from cron:
0 8 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg
Queue = 'QueueName' AND ( Status = 'delivered' OR Status = 'waiting' ) AND
'CF.{Update Required}' LIKE 'No' AND Starts 'Today' --action
RT::Action::AutoResolve
I'm not 100% sure anymore where the Action::AutoResolve comes from (found it at
our local/lib/ dir) but i think i got it from wiki:
package RT::Action::AutoResolve;
require RT::Action::Generic;
use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);
#Do what we need to do and send it out.
#What does this type of Action does
# {{{ sub Describe
sub Describe {
my $self = shift;
return (ref $self );
}
# }}}
# {{{ sub Prepare
sub Prepare {
my $self = shift;
# if the ticket is already open or the ticket is new and the message is
more mail from the
# requestor, don't reopen it.
my $status = $self-TicketObj-Status;
return undef if $status eq 'resolved';
return 1;
}
# }}}
sub Commit {
my $self = shift;
my $oldstatus = $self-TicketObj-Status();
$self-TicketObj-__Set( Field = 'Status', Value = 'resolved' );
$self-TicketObj-_NewTransaction(
Type = 'Status',
Field= 'Status',
OldValue = $oldstatus,
NewValue = 'resolved',
Data = 'Ticket auto-resolved on cron script action'
);
return(1);
}
eval require RT::Action::AutoResolve_Vendor;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Vendor.pm});
eval require RT::Action::AutoResolve_Local;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Local.pm});
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: Jesse Vincent [mailto:je...@bestpractical.com]
Gesendet: Dienstag, 3. November 2009 15:18
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Jesse Vincent; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by
Scrip from RT_System
On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID wrote:
I'd love to do this, drop me a tiny hint where to start from ;-)
First up, what scrip is doing the resolving? What's the ScripAction?
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[rt-users] Per-queue web branding
Hi folks, I couldn't find an answer to this anywhere, apologies if my google-fu is failing me, but is it possible to set up the web interface to brand queues differently? I have a scenario where I want to run a version of RT, but since I'm contracting for a number of clients, it would be useful to offer each group of customers the appropriate client brand. I suppose it's almost a hosted solution. This is only for the customer view - the internal view onto the system doesn't need to be branded. Although I could set up several instances of RT, I'd like to be able to have one view onto all the tickets for the engineers. Thanks, Aled. ___ 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] forced entries
Hi All We are currently running RT version 3.8.5. We have a problem where users logging requests leave certain fields blank which is in fact required. Looking at the db (MySQL) the fields are set to not null however the software seem to add a blank space if a field is not completed with an entry. Is there perhaps a config that can be changed for this or a patch perhaps? Regards ___ 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] Database upgrade issue from RT 3.6.3 to RT 3.8.4
Hello Joop Well its okay . But still thanks a ton for guiding me for this. I was just thinking that I might have not been upgraded database correctly. But thanks for letting me know about real problem. Regards Varun Vyas _ From: Joop [mailto:joopvandew...@mococo.nl] Sent: Wednesday, November 04, 2009 1:01 PM To: Varun Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Database upgrade issue from RT 3.6.3 to RT 3.8.4 Varun wrote: Hello Joop As per your guessing you are right I am facing problem of corruption in sql query when I upgraded from 3.6.3 to 3.8.6 application is working fine but when I want to look at page where custom fields are or want to see the page where tickets basics are there. I am not able to go that page and RT doesn't seem too returned with that page and goes in unending loop of query firing and also I get the query which I posted to you which is not firing as per your suggestion. So can you can help me in how to fix this problem I am not been able to find any solution for it. Any help is highly appreciated. I'm sorry but that is something that changed in RT and I'm not able to help you there. Basically what I wrote to rt-devel is that probably there is a mix up in column names and the query should read: SELECT main.* FROM Attributes main WHERE (main.OBJECTID = '221') AND (main.Name = 'BasedOn') AND (main.ObjectType = 'RT::CustomField') instead of: SELECT main.* FROM Attributes main WHERE (main.Content = '221') AND (main.Name = 'BasedOn') Regards, Joop AND (main.ObjectType = 'RT::CustomField') ___ 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] Scrips and Graphics
Thanks for your reply guys, Jerrad, which book do you mean? About the graphics, when I go to the reports page, and make a report, it says: Graphics are not available. How can I enable them? 2009/11/3 Ken Crocker kfcroc...@lbl.gov Sergio, Just Disable the Global scrip and create the autoreply on create in that particular queue. Kenn LBNL On 11/3/2009 10:12 AM, Sergio Charpinel Jr. wrote: Hi, I have two questions: The first one, I would like to not send e-mail to the requestor, but just in a specific queue. Can I do this ? I couldnt remove the scrip from the specific queue. Second, How can I enable graphics in my RT ? Thanks in advance. -- Sergio Roberto Charpinel Jr. -- ___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 -- Sergio Roberto Charpinel Jr. ___ 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] Per-queue web branding
Hi Aled, possibly you should have a look onto RTx-BrandedQueues from BPS SVN 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: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Aled Treharne Gesendet: Mittwoch, 4. November 2009 12:06 An: rt-users@lists.bestpractical.com Betreff: [rt-users] Per-queue web branding Hi folks, I couldn't find an answer to this anywhere, apologies if my google-fu is failing me, but is it possible to set up the web interface to brand queues differently? I have a scenario where I want to run a version of RT, but since I'm contracting for a number of clients, it would be useful to offer each group of customers the appropriate client brand. I suppose it's almost a hosted solution. This is only for the customer view - the internal view onto the system doesn't need to be branded. Although I could set up several instances of RT, I'd like to be able to have one view onto all the tickets for the engineers. Thanks, Aled. ___ 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] Problem with approval queues and tickets
Hi Simon, not sure if you fixed your problem already, but i think, the normal approval tickets you can't find directly inside the approval queue, they are of type: approval and not of type ticket. you can open them via ticket number or approval screen. Torsten 2009/11/3 Simon Dray simon.d...@antplc.com RT 3.6.x Centos OS Documentation referred to wiki ApprovalCreation and RT Essentials Book I have tried several options for the Queue (___Approvals) and my own queue, everything works as far as the ticket gets created, the approval ticket is created as well the only problem is it doesn’t show in the Queue, I can see the ticket which is referred to by it but not the approval ticket, when the approval ticket is opened the queue box says it’s in the correct queue. The process behind it works if I resolve the ticket the confirmation emails are sent etc, it’s just I can’t see the approval ticket. Someone please save my sanity I have spent the last 4 hours looking at this. Regards Simon ___ 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] Possible problem with function AddWatcher
Hello,
I am currently having a strange problem with RT 3.8.2
I have a CGI script which connects to RT, in order to build a bridge
between our current's system in PHP and RT.
One of the script has the job to change the requestor of the Ticket (if
we need to update the email of one of our customer, we can do it to one
place only).
Basically, the CGI script removes the Requestor of the watcher's list
($Ticket-DeleteWatcher('Type' = 'Requestor', 'Email'=
'bla...@bla.com');
And then it tries to add the newest value $Ticket-AddWatcher('Type' =
'Requestor', 'Email' = 'blab...@bla.com');
My problem is, if the newest email (in my exemple blab...@bla.com) is
already registered in the RT user's database, it won't make the
association, however it will return a positive reply.
And it adds these lines in the RT's History :
Fri Sep 18 12:44:57 2009 RT_System - Requestor blab...@bla.com deleted
Fri Sep 18 12:44:57 2009 RT_System - Requestor blab...@bla.com added
And everytime we execute the script, it will try to update the
information again, fail and add the two lines in the RT's history.
I tried a new email address (blab...@bla.com) which wasn't in the User's
DB and it worked flawlessly.
Anyone has any idea ?
Thanks
Jean-Philippe
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Re: [rt-users] new status
Thanks a lot. It works fine now. Alex Jeff Voskamp a écrit : On 10/26/2009 05:53 AM, Alexandre PIASER wrote: Hello, I added a new status validation_RS . I added this line in my RT_SiteConfig.pm : Set(@ActiveStatus, qw(new open validation_RS stalled)); It works : I see it on rt but I can't use it. When I try to change the ticket's status with this status, RT doesn't want : it tells me Bad value for status. Don't i forget to do something ? Thanks, It's too long - a status name is limited to 10 characters. Jeff Voskamp ___ 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 time CC and BCC do not send
Greetings, users added in one time BCC and CC do not receive email. do these fields have to be email addresses that exist in the realm of RT? or can they be arbitrary? how should i go about providing some more debug information to trace down where this problem is coming from? im using sendmailpipe to deliver email. nimb...@sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.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
[rt-users] Problem with Custom fields not retaining the setting
RT 3.6.x Hi, I have a number of Customer fields which help track the status and other details of a ticket, when I use Customer fields or Basic to make changes the rest of the Customer fields get set back to their default state which is very very irritating does anyone know of a fix for this. This seems to occur more so with the Custom fields option in the ticket than the Basic although both do forget what was set in each custom field. Any help would be appreciated as I have support people moaning at me about it. Regards Simon ___ 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] Cookies Problem with RT 3.8.5
On Wed, Nov 04, 2009 at 03:19:44PM +0530, Varun wrote: Hello All Yesterday I have upgraded from 3.6.3 to 3.8.5 all has works well. But I m facing a strange problem for e.g. I have logged with root user and all operations works fine but when I logged in with other user after logging out I has got window and all queues which root user has access. I have checked credentials of the other user but It was a normal user with no admin privileges. But still I was able to look in the queues that only admin can see. Once I have cleared the cache cookies form browser then my normal user's home page was fine and I can able to see the queue which that user is supposed to see. But again when I logged in with admin user I was seeing the queue of my previous user and not been able to see the admin queues. I am facing this problem with my new installation (i.e. upgradation from 3.6.3 to 3.8.5 ) I have checked all stuffs with my browser but it is fine and also I have no problem in switching users and I was able to see the home pages of relevant users when I have used my beta machine having RT 3.6.3 installed Please can any one suggest me what is problem with my installation . Thanks Regards Varun Vyas Hi Varun, This sounds very similar to a recent thread. In that case the problem was caused by an Apache mod_cache module caching cookies incorrectly. I know they were working on an application change to address the problem, but disabling the mod_cache module fixed it immediately. It might be worth a look. Regards, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with Custom fields not retaining the setting
Sounds like a cacheing problem. -- 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] Scrips and Graphics
Jerrad, which book do you mean? RT Essentials. It's mentioned in the signature of every list message. About the graphics, when I go to the reports page, and make a report, it says: Graphics are not available. How can I enable them? Rebuild RT, satisfying the requisite dependencies e.g; GD GraphViz Charts or graphs would be clearer than graphics ___ 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] Comma in the RealName field.
Hi,
I am trying to customise Sender field of the message header by using
templates. I am using the following object to get the Real Name value:
{$Transaction-CreatorObj-RealName}
The value contains comma, like this:
Surname, FirstName
But in fact I only get the first part of this value. The surname. If I
remove the comma from the Real Name field (on user config page) the
value is retuned back correctly.
Could somebody suggest the best way to get the value of RealName which
contains comma.
Any advice would be much appreciated.
Best regards, Roman.
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[rt-users] Approval Tickets and e-mail
I have the approval process working. Here is my template that creates
the 2 approval tickets in the __Approvals Queue.
===Create-Ticket: manager-approval
Depended-On-By: TOP
Subject: Approval of { $Tickets{'TOP'}-Subject( ) }
Queue: ___Approvals
Type: approval
Owner: mana...@company.com
Content: Please review and approve or reject this change.
ENDOFCONTENT
===Create-Ticket: vp-approval
Depended-On-By: TOP
Depends-On: manager-approval
Subject: Approval of { $Tickets{'TOP'}-Subject( ) }
Queue: ___Approvals
Type: approval
Owner: direc...@company.com
Content: Please review and approve or reject this change.
ENDOFCONTENT
The only problem I have is that the notify e-mail that this sends out
does not have anyone in the from field.
From:
Sent: Wednesday, November 04, 2009 9:33 AM
To: Wes Topping
Subject: [helpdesk #43] New Pending Approval: Approval of Allow access
to production website data for SGI
Greetings,
There is a new item pending your approval: Approval of Allow access to
production website data for SGI,
a summary of which appears below.
Please visit http://helpdesk/Approvals/Display.html?id=43
to approve or reject this ticket, or http://helpdesk/Approvals/ to
batch-process all your pending approvals.
-
Please review and approve or reject this change.
Wes Topping
Director of Enterprise Technology
317.713.8687
317.631.6585 fax
wtopp...@sigma-micro.com mailto:em...@sigma-micro.com
www.sigma-micro.com http://www.sigma-micro.com/
Sigma Micro LLC, 6720 Parkdale Place, Indianapolis, IN 46254
Confidentiality Notice
http://www.sigma-micro.com/emailconfidentialitynotice.shtml
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Re: [rt-users] one time CC and BCC do not send
that fixed it. thank you. On Wed, 4 Nov 2009, Ken Crocker wrote: Date: Wed, 04 Nov 2009 09:33:21 -0800 From: Ken Crocker kfcroc...@lbl.gov To: John Roman nimb...@sdf.lonestar.org Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] one time CC and BCC do not send John, Do you have a scrip for Notify Others for that Queue? Kenn LBNL On 11/4/2009 5:07 AM, John Roman wrote: Greetings, users added in one time BCC and CC do not receive email. do these fields have to be email addresses that exist in the realm of RT? or can they be arbitrary? how should i go about providing some more debug information to trace down where this problem is coming from? im using sendmailpipe to deliver email. nimb...@sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.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 nimb...@sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.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] rt2tort3 import errors
On Tue, Nov 03, 2009 at 06:12:58PM +, Dominic Hargreaves wrote: On Tue, Nov 03, 2009 at 11:30:17AM -0500, Jesse Vincent wrote: I'm completely failing to make any sense of the error here: Couldn't set EffectiveId: That is already the current value Next step, I think, is to get RT to log stack traces for errors: http://wiki.bestpractical.com/view/LogsConfig has instructions. With that, we may have a better idea of what's going wrong. *nod* Here's the same error again with stack traces turned on: This is, indeed, a bit weird. The next step is likely instrumenting around line 500 of Ticket_Overlay.pm -j ___ 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] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
On Wed, Nov 04, 2009 at 11:14:34AM +0100, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID wrote:
It's from cron:
0 8 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg
Queue = 'QueueName' AND ( Status = 'delivered' OR Status = 'waiting' )
AND 'CF.{Update Required}' LIKE 'No' AND Starts 'Today' --action
RT::Action::AutoResolve
I'm not 100% sure anymore where the Action::AutoResolve comes from (found it
at our local/lib/ dir) but i think i got it from wiki:
Ah. well, it would need to also set the resolved date, as it's using an
internal API to change the status and record a transaction.
package RT::Action::AutoResolve;
require RT::Action::Generic;
use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);
#Do what we need to do and send it out.
#What does this type of Action does
# {{{ sub Describe
sub Describe {
my $self = shift;
return (ref $self );
}
# }}}
# {{{ sub Prepare
sub Prepare {
my $self = shift;
# if the ticket is already open or the ticket is new and the message is
more mail from the
# requestor, don't reopen it.
my $status = $self-TicketObj-Status;
return undef if $status eq 'resolved';
return 1;
}
# }}}
sub Commit {
my $self = shift;
my $oldstatus = $self-TicketObj-Status();
$self-TicketObj-__Set( Field = 'Status', Value = 'resolved' );
$self-TicketObj-_NewTransaction(
Type = 'Status',
Field= 'Status',
OldValue = $oldstatus,
NewValue = 'resolved',
Data = 'Ticket auto-resolved on cron script action'
);
return(1);
}
eval require RT::Action::AutoResolve_Vendor;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Vendor.pm});
eval require RT::Action::AutoResolve_Local;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Local.pm});
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,
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Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Jesse Vincent [mailto:je...@bestpractical.com]
Gesendet: Dienstag, 3. November 2009 15:18
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Jesse Vincent; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by
Scrip from RT_System
On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel /
Ham MI-ID wrote:
I'd love to do this, drop me a tiny hint where to start from ;-)
First up, what scrip is doing the resolving? What's the ScripAction?
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Re: [rt-users] Comma in the RealName field.
Fixed,
by taking the $Transaction-CreatorObj-RealName in to double quotes like this:
{\ . $Transaction-CreatorObj-RealName . \}
On Wed, Nov 4, 2009 at 4:04 PM, Roman Zhelonkin
zhelonkin.ro...@gmail.com wrote:
Hi,
I am trying to customise Sender field of the message header by using
templates. I am using the following object to get the Real Name value:
{$Transaction-CreatorObj-RealName}
The value contains comma, like this:
Surname, FirstName
But in fact I only get the first part of this value. The surname. If I
remove the comma from the Real Name field (on user config page) the
value is retuned back correctly.
Could somebody suggest the best way to get the value of RealName which
contains comma.
Any advice would be much appreciated.
Best regards, Roman.
--
-
Best regards, Roman
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[rt-users] Mason Cannot resolve file to component
I have already installed RT 3.8.4 , and it works fine (on a test server). However, in the process of installing RT 3.8.4 on a new server (production), RT's UI fails to launch (404 Not Found). I am getting the following error message in my Apache error_log file (my Prod server): [warning]: [Mason] Cannot resolve file to component: /ngs/app/rt/ oppresso/rt-3.8.4/share/html/index.html (is file outside component root?) at /Library/Perl/5.8.8/HTML/Mason/ApacheHandler.pm line 852. (/ Library/Perl/5.8.8/HTML/Mason/ApacheHandler.pm:852) I have exhausted all possibilities of finding any differences in between the 2 servers, by comparing the config settings in between the 2 servers (i.e., httpd.conf, Rt_SiteConfig.pm), and they are identical. I would appreciate any help. My settings are as follows: Mac OSX 10.5.8 RT 3.8.4 httpd-2.2.13 mod_perl-2.04 mysql-5.1.40(== on my Prod. server; and 5.1.37 on my Test server) My httpd.conf attributes that are relevant to both the 2 servers (and are similar): VirtualHost my_ip_addr:80 ServerName myhost.xx.com DocumentRoot /ngs/app/rt/oppresso/rt-3.8.4/share/html/ Alias /NoAuth/images/ /ngs/app/rt/oppresso/rt-3.8.4/share/ html/NoAuth/images/ PerlModule Apache::DBI PerlModule Apache2::compat PerlSetVar MasonArgsMethod CGI PerlRequire /ngs/app/rt/oppresso/rt-3.8.4/bin/webmux.pl Directory /ngs/app/rt/oppresso/rt-3.8.4/share/html/ AllowOverride All Options Indexes ExecCGI FollowsymLinks Order allow,deny Allow from all /Directory Location / RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost Additionally, Apache's error_log for both the 2 servers indicate that Mod_perl 2.0.4 is being used. 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
