[rt-users] Ticket/Display.html is just not controllable
Hello, I am dealing with Ticket/Display.html. What I found out: - there is NO change in the page source the when you change the Mason-block - I cannot get any information of the callback-functions used. My task was to limit the size of the layers in which you can see the metadata and the history of the ticket. It is more user-friendly to scroll them. Has anybody an idea how it could work anyway? Or is it just impossible? Thanks in advance, Wolfram Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Limiting output in RSS feeds
Hi all, I'd like to integrate some of our queues with out intranet, but need to reduce the amount of results.. Is there a LIMIT style option for this? Cheers, Joel -- $ echo kpfmAdpoofdufevq/dp/vl | perl -pe 's/(.)/chr(ord($1)-1)/ge' Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Limiting output in RSS feeds
Also, is there a way to get anonymous RSS feeds? On Wed, May 26, 2010 at 10:23 AM, Joel Merrick joel.merr...@gmail.com wrote: Hi all, I'd like to integrate some of our queues with out intranet, but need to reduce the amount of results.. Is there a LIMIT style option for this? Cheers, Joel -- $ echo kpfmAdpoofdufevq/dp/vl | perl -pe 's/(.)/chr(ord($1)-1)/ge' -- $ echo kpfmAdpoofdufevq/dp/vl | perl -pe 's/(.)/chr(ord($1)-1)/ge' Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customised display format for Simple search
On Fri, May 21, 2010 at 09:25:07AM +1000, gor...@cryologic.com wrote: Hi, I would like to create a customised display format that is only used for a Simple search. ie I would like to keep the default display format for a regular search. Is this possible? If so, what files would I have to add/change? You'd need to change Search/Simple.html to pass a Format to Result.html. Most likely you'd want to use the style of the other Formats defined in RT_Config.pm and make this a config option and send in a patch -kevin pgpzRlJ1OChOq.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Forward ticket - Entry in Ticket history
On Fri, May 21, 2010 at 11:05:11AM +0100, Dominic Hargreaves wrote: On Thu, May 20, 2010 at 05:25:44PM -0400, Kevin Falcone wrote: On Mon, May 03, 2010 at 07:38:58PM +0430, Payam Poursaied wrote: More than a month ago, someone asked about putting track of forwarded messages in the history page. http://lists.bestpractical.com/pipermail/rt-users/2010-March/063921.html Is there any solution to this? I'd happily review a patch if someone contributed it It required quite a bit of refactoring Noting that this is also http://issues.bestpractical.com/Ticket/Display.html?id=12883 which makes a reference to existing work on a branch. Is that available anywhere or would it be best to start from 3.8-trunk? I believe the branch is named 3.8-forward-with-transaction, but it only really contained a single commit that was on trunk and needed to be moved off. I believe that work was more 'realize how complex it is' than 'get it halfway done' -kevin pgpBKJQIqlRck.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] example.com appearing in the headers of email.
On Tue, May 25, 2010 at 12:57:44PM -0800, Jason Maderios wrote: All, I have Set( $rtname, 'my.domain.net'); in RT_Siteconfig. Email works fine to and from however if you show headers two tags: References: [1]rt-ticket-...@example.com Message-ID: [2]rt-3.8.8-19595-1274820490-1596.301-...@example.com are being set to example.com You most likely don't actually want rtname to be my.domain.net, but that is your choice. The configuration you're looking for is $Organization, read more about it in RT_Config.pm (or just search for example.com there) -kevin pgpKj1Zk3If68.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT+ExternalAuth+LDAP+AD windows 2003
Bouzite, Radouan wrote: I am testing RT, and I Installed RT from : http://wiki.bestpractical.com/view/CentOS5InstallGuide No I am trying to setup RT+ExternalAuth+LDAP+AD windows 2003, I complete all steps in the following instructions : http://wiki.bestpractical.com/view/ExternalAuth When I connect to http://rt http://rt/ I still have to Enter my username and password , if you can help me to check my config and show me which log files where I can see what is wrong ? It does not provide single sign on. You still have to enter your Windows username and password to login. -- Kind Regards, __ Mike Peachey, IT Systems Administrator Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Turn off bcc not working?
On Tue, May 25, 2010 at 01:15:19PM -0700, Ray Spence wrote: Can anyone explain why, or how to fix, that under the (Check boxes to disable notifications to the listed recipients) Notify on Correspondence On Correspond Notify Owner, Requestors, Ccs and AdminCcs with template Correspondence Reply page, even though I check the Bcc box in order to disable notifications to the particular member, that member gets Bcc-ed nonetheless. Am I misunderstanding what the checkboxes are for in this template? Is this a bug, or must we reconfigure our RT 3.8.6 differently? Did you click Save Changes or did you click Update Ticket -kevin pgpFYzMJTlzpT.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT permissions question
Dale, It sounds like you want them to be able to open a ticket but not see it. That's not possible. You have to see it to open it, unless you do it via CommandByMail. Kenn LBNL On Tue, May 25, 2010 at 5:05 PM, Poulter, Dale dale.poul...@vanderbilt.eduwrote: Good evening, I have a group of users that have full access to all queues on the system. However, we have on queue that this group should be able to open a ticket in but they should not be able to see the tickets in the new tickets. Any suggestions as to how this can be done? Thanks. --Dale --- Dale Poulter Automation Coordinator Library Information Technology Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poul...@vanderbilt.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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 permissions question
On Wed, May 26, 2010 at 08:41:02AM -0700, Kenneth Crocker wrote: It sounds like you want them to be able to open a ticket but not see it. That's not possible. You have to see it to open it, unless you do it via CommandByMail. That isn't true. If a user has SeeQueue and CreateTicket they can easily create a ticket in a queue using the New Ticket In button, even if they don't have ShowTicket. Dale's real issue is that it sounds like he handed out global rights to a group and will now need to go back and hand those rights out on a queue level in order to exclude this queue. -kevin On Tue, May 25, 2010 at 5:05 PM, Poulter, Dale [1]dale.poul...@vanderbilt.edu wrote: Good evening, I have a group of users that have full access to all queues on the system. However, we have on queue that this group should be able to open a ticket in but they should not be able to see the tickets in the new tickets. Any suggestions as to how this can be done? Thanks. pgpDb2gNqtTHF.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket/Display.html is just not controllable
On Wed, May 26, 2010 at 09:46:42AM +0200, Wolfram Huettermann wrote: Hello, I am dealing with Ticket/Display.html. What I found out: - there is NO change in the page source the when you change the Mason-block - I cannot get any information of the callback-functions used. My task was to limit the size of the layers in which you can see the metadata and the history of the ticket. It is more user-friendly to scroll them. Has anybody an idea how it could work anyway? Or is it just impossible? Without knowing what you did, it is impossible to know what is wrong. However, it sounds like Christian Loos has already implemented a similar module http://github.com/cloos/rt-extension-briefhistory -kevin pgpkTAtW7US6a.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Limiting output in RSS feeds
On Wed, May 26, 2010 at 10:23 AM, Joel Merrick joel.merr...@gmail.com wrote: I'd like to integrate some of our queues with out intranet, but need to reduce the amount of results.. Is there a LIMIT style option for this? If you want to limit the tickets found, just change your search. If you want to limit the data in the feed you're going to have to hack the source On Wed, May 26, 2010 at 10:54:59AM +0100, Joel Merrick wrote: Also, is there a way to get anonymous RSS feeds? There is not. If you come up to 3.8.8 you can get an rss feed that uses an auth token which is easier than needing to code a user/pass somewhere (but you'll still want to create an rss user that only has read rights). -kevin pgppt8TQw3upr.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT permissions question
Kevin, My mistake. I thought he said open a ticket, not create a ticket. My bad. Kenn LBNL On Wed, May 26, 2010 at 8:51 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, May 26, 2010 at 08:41:02AM -0700, Kenneth Crocker wrote: It sounds like you want them to be able to open a ticket but not see it. That's not possible. You have to see it to open it, unless you do it via CommandByMail. That isn't true. If a user has SeeQueue and CreateTicket they can easily create a ticket in a queue using the New Ticket In button, even if they don't have ShowTicket. Dale's real issue is that it sounds like he handed out global rights to a group and will now need to go back and hand those rights out on a queue level in order to exclude this queue. -kevin On Tue, May 25, 2010 at 5:05 PM, Poulter, Dale [1] dale.poul...@vanderbilt.edu wrote: Good evening, I have a group of users that have full access to all queues on the system. However, we have on queue that this group should be able to open a ticket in but they should not be able to see the tickets in the new tickets. Any suggestions as to how this can be done? Thanks. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question on CommandByMail ExtractCustomFields
To list, I am uncertain as to what ExtractCustomFields gives someone over CommandByMail. Correct me if I'm wrong, but doesn't CBM give you the ability to set Custom Fields? If so, what advantage does ExtractCustomField give you? Kenn LBNL Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FW: Emails not going out, skipping - SOLVED
All, First off, many thanks go out to both Jesse and Kenn for the replies. I already had the NotifyActor set to actually notify the actor (1), but I checked my typing on that variable to make sure. It ended up being the RTAddressRegexp entry. I had looked at it a few times and after receiving Jesse's email, I looked at it once again and found that I had one too many escapes (/) in it. Once I fixed that, all emails now appear to be going. (Especially those to my boss ;) ) Since the box that RT is running on is used only for RT and for my own MySQL development/testing, there aren't any other local users, and due to our naming conventions, there won't be any users with rt- in the username, so I changed (after fixing my original error) the regex to: Set($RTAddressRegexp, '^(.*rt...@ourdomain\.com)$'); Thanks again to the list. Have a great day, Bill Danforth Bill Danforth IT Systems Administrator bi...@mjhallandcompany.com Stockton, CA 95202 Phone Fax -- CONFIDENTIALITY NOTICE: This e-mail and any attached document(s) are intended only for the use of the individual or entity to whom or to which it is addressed and may contain information that is privileged, confidential, proprietary, trade secret and exempt from disclosure. If the reader(s) of this message is not the intended recipient(s) or an employee or agent responsible for delivering the message to the intended recipient(s), you are hereby notified that any dissemination, distribution, or reproduction of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately and destroy the original message and any attachment(s). -- -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Tuesday, May 25, 2010 4:21 PM To: Bill Danforth Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Emails not going out, skipping my-bosses-email-addr appears to point to this RT instance. Skipping (/usr/ local/lib/perl5/site_perl/5.8.9/RT/Action/SendEmail.pm:824) I suspect your RtAddressRegexp may be set up a bit funny. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DueDate updater
Hi, For some time I’m looking for a scrip that update the DueDate for the ticket when OnQueueChange action. I have like 13 queues all with different DueDates. I found this scrip for UpdatePriority: http://wiki.bestpractical.com/view/UpdatePriority and I was trying to modify It for my need but no luck. Also, I’m not that good in programming either. I will appreciate if someone could give me a hand on this. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] example.com appearing in the headers of email.
We bought 4 copies for out organization. I will look again for what may be the cause. -- From: Kevin Falcone falc...@bestpractical.com Sent: Wednesday, May 26, 2010 7:25 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] example.com appearing in the headers of email. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Question on CommandByMail ExtractCustomFields
On Wed, May 26, 2010 at 08:59:44AM -0700, Kenneth Crocker wrote: I am uncertain as to what ExtractCustomFields gives someone over CommandByMail. Correct me if I'm wrong, but doesn't CBM give you the ability to set Custom Fields? If so, what advantage does ExtractCustomField give you? ExtractCustomFieldValues is generally used to parse machine-generated incoming mails for information, but people certainly do that using CommandByMail also -kevin pgpotiCXpPyzc.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip silent update problem
All,
I have a scrip that updates the subj line. I do not want this change noted in
history.
I am using RecordTransaction 0 in other scrips and they are working fine. Just
not in this one.
Any thoughts?
--- Truncated Custom Action cleanup code --
my $csubj = $self-TicketObj-Subject;
$csubj =~ s/^\(.*\)//;
my ( $st, $msg ) = $self-TicketObj-SetSubject (\($cftype - $cfphone\)
$csubj, RecordTransaction = 0);
unless ( $st ) {
$RT::Logger-error(Coudln't change Subj: $msg);
return 0;
}
--- Truncated --
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Re: [rt-users] example.com appearing in the headers of email.
Found it - Page 2223 Set($Organization, value); What is the impact of changing this 3 weeks into deployment? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Turn off bcc not working?
Hi folks, I know my install of 3.2.1 does NOT work as intended for this feature. My install does exactly what the original poster's example does... the check box means nothing, even when you click on save changes after checking the box. 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 Kevin Falcone falc...@bestpractical.com 5/26/2010 11:32 AM On Tue, May 25, 2010 at 01:15:19PM -0700, Ray Spence wrote: Can anyone explain why, or how to fix, that under the (Check boxes to disable notifications to the listed recipients) Notify on Correspondence On Correspond Notify Owner, Requestors, Ccs and AdminCcs with template Correspondence Reply page, even though I check the Bcc box in order to disable notifications to the particular member, that member gets Bcc-ed nonetheless. Am I misunderstanding what the checkboxes are for in this template? Is this a bug, or must we reconfigure our RT 3.8.6 differently? Did you click Save Changes or did you click Update Ticket -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTAddressRegexp and ExternalAuth error
I have installed Net::LDAP in cpan and installed all dependencies. I am getting the following error messages after restarting apache2 (fails): [Wed May 26 18:06:11 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $ [Wed May 26 18:06:23 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $ [Wed May 26 14:06:32 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$ [Wed May 26 14:43:40 2010] [notice] caught SIGTERM, shutting down [Wed May 26 14:43:43 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$ [Wed May 26 14:43:43 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting... [Wed May 26 14:50:22 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$ [Wed May 26 14:50:22 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting... [Wed May 26 18:51:11 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $ [Wed May 26 18:51:22 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $ [Wed May 26 14:51:32 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$ [Wed May 26 15:01:43 2010] [notice] caught SIGTERM, shutting down [Wed May 26 15:01:46 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$ [Wed May 26 15:01:46 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting... [Wed May 26 15:15:41 2010] [error] Can't locate RT/Authen/ExternalAuth.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /etc/perl /u$ [Wed May 26 15:15:41 2010] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server UHC:80, exiting... [Wed May 26 19:16:22 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $ [Wed May 26 19:16:34 2010] [error]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check $ [Wed May 26 15:16:43 2010] [notice] Apache/2.2.11 (Ubuntu) PHP/5.2.6-3ubuntu4.5 with Suhosin-Patch mod_perl/2.0.4 Perl/v5.10.0 configured -- resuming normal$ I am not sure what I am doing wrong. Please help... Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Limiting output in RSS feeds
On Wed, 26 May 2010, Kevin Falcone wrote: On Wed, May 26, 2010 at 10:23 AM, Joel Merrick joel.merr...@gmail.com wrote: I'd like to integrate some of our queues with out intranet, but need to reduce the amount of results.. Is there a LIMIT style option for this? If you want to limit the tickets found, just change your search. If you want to limit the data in the feed you're going to have to hack the source On Wed, May 26, 2010 at 10:54:59AM +0100, Joel Merrick wrote: Also, is there a way to get anonymous RSS feeds? There is not. If you come up to 3.8.8 you can get an rss feed that uses an auth token which is easier than needing to code a user/pass somewhere (but you'll still want to create an rss user that only has read rights). Another option is to use a script from cron to generate an rss file in the NoAuth directory. You'll be able to limit the results in anyway you want as well as being able to provide anonymous access to the feed. -- Randy Smith http://www.vuser.org/ http://perlstalker.blogspot.com/ signature.asc Description: Digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
