Re: [rt-users] RT email time

2010-06-02 Thread Juan N. DLC
Jason,

Thank you for the input I will try this and give update later.

On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios  wrote:

>  Juan,
>
> Time is a pain - Generally I do the following and it works well.
>
> 1.  Set system clock to UTC
> 2.  Set the correct timezone in the OS
> 3.  Setup and run ntpd
> 4.  Set the default Timezone according to RT Docs.
>
> In CentOS / RH world this is accomplished by running the setup utility.
>
> Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime
>
> I scanned the doc and it covers steps 1 to 3.
>
> Regards,
>
> Jason Maderios
>
>
>  *From:* Juan N. DLC 
> *Sent:* Wednesday, June 02, 2010 12:39 PM
> *To:* RT-Users@lists.bestpractical.com
> *Subject:* Re: [rt-users] RT email time
>
> I'm using postfix from box and relay with domain ms-exchange server.
>
> i did a sendmail test to my email and checked the Internet headers from
> email:
>
> for ; *Wed, 2 Jun 2010 18:30:53 -0400*
> Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
> id D227D48318; *Thu,  3 Jun 2010 00:35:50 +0400 (AST)*
> subject: time test
> Message-Id: <20100602203550.d227d48...@srthr31.xxx.com>
> Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
> From: we...@xxx.com (weoms)
> To: undisclosed-recipients:;
> Return-Path: we...@xxx.com
> X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC)
> FILETIME=[33A39E00:01CB0293]
>
>
> On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) 
> wrote:
>
>> On 06/02/2010 10:17 PM, Juan N. DLC wrote:
>>
>>> Racke,
>>>
>>> we...@srthr31:~$ /bin/date +%Z
>>> AST
>>>
>>>
>> That should be the correct timezone for Puerto Rico (GMT - 4). Do you have
>> the
>> same problem sending email for the command line (e.g. with mail from
>> bds-mailx
>> package)? Which email server are you using?
>>
>>
>> Regards
>>Racke
>>
>> --
>> LinuXia Systems => http://www.linuxia.de/
>> Expert Interchange Consulting and System Administration
>> ICDEVGROUP => http://www.icdevgroup.org/
>> Interchange Development Team
>>
>>
>> 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
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Re: [rt-users] Scrip help please.

2010-06-02 Thread Kenneth Crocker
Paul,

I have some code that adds a CC to an individual ticket on a Queue basis.
So, if you want this for just certain types of tickets, maybe you could
modify it for those conditions and put it in the Queues relevant to that
need. OH, I also have some code that add's *additional* Cc's on
"Correspondence" with those tickets as well. Is that something you might be
interested in using?

Kenn
LBNL

On Wed, Jun 2, 2010 at 2:50 PM, Dougherty Paul wrote:

>  Hi,
>
>
>
> I am sure this is an id10t error, but I am trying to write a scrip that
> sends an adds a “CC” to a new ticket whose urgency is Critical (or
> critical). So far, the closest I have gotten is to have the system add the
> “CC”’s for every new ticket.
>
>
>
> Here is the custom condition that is giving me the fits. The current error
> I am receiving involves a syntax error…thing is, no matter what I try, I
> cannot get this thing to work. Every other part of this process works (ie,
> when the cc’s are added, the email is sent. The custom action does indeed
> add the cc’s).
>
>
>
> I just need to meet three conditions. One is on create, the other is
> Urgency (custom field) Critical or Urgency critical.
>
>
>
> Thanks,
>
>
> Paul
>
>
>
>
>
> Custom condition:
>
> if ( ($self->TransactionObj->Type eq "Create") &&
>
> ( ( $self->TicketObj->FirstCustomFieldValue('Urgency')
> eq "Critical") || ( $self->TicketObj->FirstCustomFieldValue('Urgency') eq
> "critical")))
>
> return 1;
>
> else
>
> return 0;
>
>
>
> Custom action: (runs fine):
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>   Email =>"x...@prn.com");
>
> $self->TicketObj->AddWatcher( Type => "Cc",
>
>   Email =>"x...@prn.com");
>
> push( @{$self->{'To'}},
>
>   $self->TicketObj->Requestors->MemberEmailAddresses,
>
>   $self->TicketObj->QueueObj->Cc->MemberEmailAddresses );
>
> return 1;
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Re: [rt-users] Creating a read-only monitor type role

2010-06-02 Thread Thierry Thelliez
Emmanuel,

You are right and I overlooked the rights under for that queue for
Privileged users.

On the other hand there is maybe a UI improvement to consider: If a
user has no rights to create a ticket, you can still see the quick
ticket creation dialog and the create ticket button, even if using
them results in an error message since no queue is assigned. I would
be cleaner to not present this dialog and button in the first place.


Thanks,
Thierry

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[rt-users] Scrip help please.

2010-06-02 Thread Dougherty Paul
Hi,

 

I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a "CC" to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add
the "CC"'s for every new ticket.

 

Here is the custom condition that is giving me the fits. The current
error I am receiving involves a syntax error...thing is, no matter what
I try, I cannot get this thing to work. Every other part of this process
works (ie, when the cc's are added, the email is sent. The custom action
does indeed add the cc's).

 

I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.

 

Thanks,


Paul

 

 

Custom condition:

if ( ($self->TransactionObj->Type eq "Create") &&

( (
$self->TicketObj->FirstCustomFieldValue('Urgency') eq "Critical") || (
$self->TicketObj->FirstCustomFieldValue('Urgency') eq "critical")))

return 1;

else 

return 0;

 

Custom action: (runs fine):

$self->TicketObj->AddWatcher( Type => "Cc", 

  Email =>"x...@prn.com"); 

$self->TicketObj->AddWatcher( Type => "Cc", 

  Email =>"x...@prn.com"); 

push( @{$self->{'To'}}, 

  $self->TicketObj->Requestors->MemberEmailAddresses, 

  $self->TicketObj->QueueObj->Cc->MemberEmailAddresses ); 

return 1;


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Re: [rt-users] regex for mac address

2010-06-02 Thread Gene LeDuc

Hi Troy,

The format for MAC addresses is not standardized.  I've seen them with 
(Win, RedHat) and without (Solaris) leading zeros, colons (RH, Solaris) 
or hyphens (Win) as separators, and uppercase (Win, RedHat) or lowercase 
(Solaris) hex values.  I think I've also seen network gear that shows 
them as ::.  It really depends on where the MAC info is 
coming from.


These may not be perfect, but you get the idea.

WXP: /^([0-9a-f]{2}-){5}[0-9a-f]{2}$/i
RH: /^([0-9a-f]{2}:){5}[0-9a-f]{2}$/i
Sol: /^(([0-9a-f]|[1-9a-f][0-9a-f]):){5}([0-9a-f]|[1-9a-f][0-9a-f])$/i

You could try normalizing the string by replacing all colons with 
hyphens and then adding a leading zero to all single character values, 
and then applying your regex.


Regards,
Gene

On 6/2/2010 2:06 PM, Troy Knabe wrote:

I am trying to do a regex for mac address verification. My first attempt
looks like this, but did not work. Anyone have any insight as to what I
am missing?

^[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}$

--
Troy Knabe
kn...@4j.lane.edu 




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Re: [rt-users] Creating a read-only monitor type role

2010-06-02 Thread Emmanuel Lacour
On Wed, Jun 02, 2010 at 01:19:10PM -0600, Thierry Thelliez wrote:
> Hello all,
> 
> I need to create a role (or group) for users that will have read-only
> access to the system. They need to look at a particular queue, look at
> the tickets,... but they should not be able to submit tickets, or be
> assigned a ticket or participate in the workflow.
> 
> I am playing with the queue rights but so far I am not sure how to set that 
> up.
> 

Just give to this group "SeeQueue", "ShowTicket" and if you want
"ShowTicketComments" on the queue they should have read access. With
this they will be able to see the tickets in the queue, but will not be
available as ticket owner and not able to reply to those tickets or
modify ticket meta-datas.

Of course unless you have other rights set to
privileged/unprivileged/everyone pseudo groups or
Requestor/Owner/Cc/AdminCc roles that give them more rights.

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Re: [rt-users] RT email time

2010-06-02 Thread Jason Maderios
Juan,

Time is a pain - Generally I do the following and it works well.

1.  Set system clock to UTC
2.  Set the correct timezone in the OS 
3.  Setup and run ntpd
4.  Set the default Timezone according to RT Docs.

In CentOS / RH world this is accomplished by running the setup utility. 

Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime

I scanned the doc and it covers steps 1 to 3.

Regards,

Jason Maderios



From: Juan N. DLC 
Sent: Wednesday, June 02, 2010 12:39 PM
To: RT-Users@lists.bestpractical.com 
Subject: Re: [rt-users] RT email time


I'm using postfix from box and relay with domain ms-exchange server.

i did a sendmail test to my email and checked the Internet headers from email:

for ; Wed, 2 Jun 2010 18:30:53 -0400
Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
id D227D48318; Thu,  3 Jun 2010 00:35:50 +0400 (AST)
subject: time test
Message-Id: <20100602203550.d227d48...@srthr31.xxx.com>
Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
From: we...@xxx.com (weoms)
To: undisclosed-recipients:;
Return-Path: we...@xxx.com
X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC) 
FILETIME=[33A39E00:01CB0293]



On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke)  
wrote:

  On 06/02/2010 10:17 PM, Juan N. DLC wrote:

Racke,

we...@srthr31:~$ /bin/date +%Z
AST




  That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the
  same problem sending email for the command line (e.g. with mail from bds-mailx
  package)? Which email server are you using? 


  Regards
 Racke

  -- 
  LinuXia Systems => http://www.linuxia.de/
  Expert Interchange Consulting and System Administration
  ICDEVGROUP => http://www.icdevgroup.org/
  Interchange Development Team


  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
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Buy a copy at http://rtbook.bestpractical.com

[rt-users] regex for mac address

2010-06-02 Thread Troy Knabe
I am trying to do a regex for mac address verification.  My first attempt looks 
like this, but did not work.  Anyone have any insight as to what I am missing?

^[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}$


--
Troy Knabe
kn...@4j.lane.edu






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Re: [rt-users] RT email time

2010-06-02 Thread Juan N. DLC
I'm using postfix from box and relay with domain ms-exchange server.

i did a sendmail test to my email and checked the Internet headers from
email:

for ; *Wed, 2 Jun 2010 18:30:53 -0400*
Received: by SRTHR31.xxx.com (Postfix, from userid 1001)
id D227D48318; *Thu,  3 Jun 2010 00:35:50 +0400 (AST)*
subject: time test
Message-Id: <20100602203550.d227d48...@srthr31.xxx.com>
Date: Thu,  3 Jun 2010 00:35:45 +0400 (AST)
From: we...@xxx.com (weoms)
To: undisclosed-recipients:;
Return-Path: we...@xxx.com
X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC)
FILETIME=[33A39E00:01CB0293]


On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) wrote:

> On 06/02/2010 10:17 PM, Juan N. DLC wrote:
>
>> Racke,
>>
>> we...@srthr31:~$ /bin/date +%Z
>> AST
>>
>>
> That should be the correct timezone for Puerto Rico (GMT - 4). Do you have
> the
> same problem sending email for the command line (e.g. with mail from
> bds-mailx
> package)? Which email server are you using?
>
>
> Regards
>Racke
>
> --
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT email time

2010-06-02 Thread Stefan Hornburg (Racke)

On 06/02/2010 10:17 PM, Juan N. DLC wrote:

Racke,

we...@srthr31:~$ /bin/date +%Z
AST



That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the
same problem sending email for the command line (e.g. with mail from bds-mailx
package)? Which email server are you using?

Regards
Racke

--
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team


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Re: [rt-users] RT email time

2010-06-02 Thread Juan N. DLC
Racke,

we...@srthr31:~$ /bin/date +%Z
AST

we...@srthr31:~$ uname -a
Linux SRTHR31 2.6.31-16-generic-pae #53-Ubuntu SMP Tue Dec 8 05:20:21 UTC
2009 i686 GNU/Linux

we...@srthr31:~$ cat /etc/issue
Ubuntu 9.10 \n \l


On Wed, Jun 2, 2010 at 4:00 PM, Stefan Hornburg (Racke) wrote:

> On 06/02/2010 09:46 PM, Juan N. DLC wrote:
>
>> yes, that is the problem I'm having. Any thoughts?
>>
>
> Which distribution do you run? What is the output of date +%Z?
>
>
> Regards
>Racke
>
>
> --
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Re: [rt-users] RT email time

2010-06-02 Thread Stefan Hornburg (Racke)

On 06/02/2010 09:46 PM, Juan N. DLC wrote:

yes, that is the problem I'm having. Any thoughts?


Which distribution do you run? What is the output of date +%Z?

Regards
Racke


--
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team


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Re: [rt-users] RT email time

2010-06-02 Thread Juan N. DLC
yes, that is the problem I'm having. Any thoughts?

On Wed, Jun 2, 2010 at 3:43 PM, Stefan Hornburg (Racke) wrote:

> On 06/02/2010 09:39 PM, Juan N. DLC wrote:
>
>> Hi,
>>
>> I have this in my RT_SiteConfig.pm
>>
>> # Time Zone:
>> Set($Timezone , 'America/Puerto_Rico');
>>
>
> OK, so the times are showing up correctly in the RT web interface, but not
> on email sent?
> Maybe you need to tweak your system time zone as well!?
>
>
> Regards
>Racke
>
>
>
> --
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
>

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Re: [rt-users] Due date default time

2010-06-02 Thread William Graboyes
Hi Jim,

check out the extension RT::Extension::SLA... I know you said there is no
set SLA on the requests, you can have it set the due date to 24hours out.
If you need another date (extension of time if you will) you may have to
modify the core of the code a little bit.

Thanks,
Bill

On Wed, Jun 2, 2010 at 12:39, Jim Tambling wrote:

>  Hi Kenn,
>
>
>
> Thanks for the prompt reply. I obviously did not word my question properly.
> We set the ‘Due Date’ manually, as there is no set SLA on requests. It is
> the time (24hr) that the request is due that we want to set to a default.
>
>
>
> Regards, Jim
>
>
>
> -Original Message-
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* 02 June 2010 20:23
> *To:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Due date default time
>
>
>
> Jim,
>
> There are a couple ways. You can do it by setting the basics when you
> configure a Queue. There is an option in "Basics that allows you to specifiy
> the numbers of days when a ticket should be due. IT displays "Requests
> should be due in  days." Filling this out would do it for every ticket
> in a specific Queue. We also have another way as an alternative. We have a
> CF defined as "Need-By Date" and we have a scrip that puts that date into
> the Due date as the default when it is filled out. Of course, the ticket
> owner is able to change whenever they want, but it gives them an idea what
> the customer wants.
>
> Hope this helps.
>
> Kenn
> LBNL
>
> On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling 
> wrote:
>
> Is there a way to set a default time for the ‘Due Date’  field?
>
>
>
> Regards,
>
>
>
> Jim Tambling
>
>
>
> Network Services
>
> Data Tote Ltd
>
>
>
>
>
>
>
>
>
>
>
>
>
> 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
>



-- 
Bill Graboyes

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Re: [rt-users] RT email time

2010-06-02 Thread Juan N. DLC
Hi,

In my RT_SiteConfig.pm i have this:

# Time Zone:
Set($Timezone , 'America/Puerto_Rico');

On Wed, Jun 2, 2010 at 3:31 PM, Stefan Hornburg (Racke) wrote:

> On 06/02/2010 08:13 PM, Juan N. DLC wrote:
>
>> Hi,
>>
>> For some reazon my RT is sending the emails when any action is configured
>> with 4 hours of difference from the real time.
>>
>> from GUI:
>> Dates   Created: Wed Jun
>> 02
>>
>> 14:10:24 2010
>> from email sent:
>> Created On: 2010-06-02 18:10:24
>>
>> Any configuration should I need to look at? Can someone point me to where
>> look?
>>
>
> What about $Timezone setting in RT_SiteConfig.pm. Debian packages are
> using:
>
> Set($Timezone, `/bin/date +%Z`);
>
> Regards
>Racke
>
>
> --
> LinuXia Systems => http://www.linuxia.de/
> Expert Interchange Consulting and System Administration
> ICDEVGROUP => http://www.icdevgroup.org/
> Interchange Development Team
>
>
> 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] Due date default time

2010-06-02 Thread Jim Tambling
Hi Kenn,

 

Thanks for the prompt reply. I obviously did not word my question
properly. We set the 'Due Date' manually, as there is no set SLA on
requests. It is the time (24hr) that the request is due that we want to
set to a default.

 

Regards, Jim

 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 02 June 2010 20:23
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Due date default time

 

Jim,

There are a couple ways. You can do it by setting the basics when you
configure a Queue. There is an option in "Basics that allows you to
specifiy the numbers of days when a ticket should be due. IT displays
"Requests should be due in  days." Filling this out would do it for
every ticket in a specific Queue. We also have another way as an
alternative. We have a CF defined as "Need-By Date" and we have a scrip
that puts that date into the Due date as the default when it is filled
out. Of course, the ticket owner is able to change whenever they want,
but it gives them an idea what the customer wants.

Hope this helps.

Kenn
LBNL

On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling
 wrote:

Is there a way to set a default time for the 'Due Date'  field?

 

Regards,

 

Jim Tambling

 

Network Services

Data Tote Ltd

  

 

 

 

 



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 email time

2010-06-02 Thread Stefan Hornburg (Racke)

On 06/02/2010 08:13 PM, Juan N. DLC wrote:

Hi,

For some reazon my RT is sending the emails when any action is configured
with 4 hours of difference from the real time.

from GUI:
Dates   Created: Wed Jun 02
14:10:24 2010
from email sent:
Created On: 2010-06-02 18:10:24

Any configuration should I need to look at? Can someone point me to where
look?


What about $Timezone setting in RT_SiteConfig.pm. Debian packages are using:

Set($Timezone, `/bin/date +%Z`);

Regards
Racke


--
LinuXia Systems => http://www.linuxia.de/
Expert Interchange Consulting and System Administration
ICDEVGROUP => http://www.icdevgroup.org/
Interchange Development Team


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


[rt-users] Ticket TimeStamp problem

2010-06-02 Thread Juan N. DLC
Hi,

For some reason my RT is sending the emails when any action is configured
with 4 hours of difference from the real time.

from GUI:
Dates   Created: Wed Jun 02
14:10:24 2010
from email sent:
Created On: 2010-06-02 18:10:24

In MySQL - the ticket information have this same time. I checked MySQL
server variable :
time_zone   SYSTEM

Ubuntu Server configuration:
Current default time zone: 'America/Puerto_Rico'
Local time is now:  Wed Jun  2 15:23:01 AST 2010.
Universal Time is now:  Wed Jun  2 19:23:01 UTC 2010.


Any configuration should I need to look at? Can someone point me to where
look?
Thanks

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Re: [rt-users] Due date default time

2010-06-02 Thread Kenneth Crocker
Jim,

There are a couple ways. You can do it by setting the basics when you
configure a Queue. There is an option in "Basics that allows you to specifiy
the numbers of days when a ticket should be due. IT displays "Requests
should be due in  days." Filling this out would do it for every ticket
in a specific Queue. We also have another way as an alternative. We have a
CF defined as "Need-By Date" and we have a scrip that puts that date into
the Due date as the default when it is filled out. Of course, the ticket
owner is able to change whenever they want, but it gives them an idea what
the customer wants.

Hope this helps.

Kenn
LBNL

On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling
wrote:

>  Is there a way to set a default time for the ‘Due Date’  field?
>
>
>
> Regards,
>
>
>
> Jim Tambling
>
>
>
> Network Services
>
> Data Tote Ltd
>
>
>
>
>
>
>
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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[rt-users] TimeStamp problem

2010-06-02 Thread Juan N. DLC
Hi,

For some reazon my RT is sending the emails when any action is configured
with 4 hours of difference from the real time.

from GUI:
Dates   Created: Wed Jun 02
14:10:24 2010
from email sent:
Created On: 2010-06-02 18:10:24
In MySQL - the ticket information have this same time

Any configuration should I need to look at? Can someone point me to where
look?
Thanks

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[rt-users] Creating a read-only monitor type role

2010-06-02 Thread Thierry Thelliez
Hello all,

I need to create a role (or group) for users that will have read-only
access to the system. They need to look at a particular queue, look at
the tickets,... but they should not be able to submit tickets, or be
assigned a ticket or participate in the workflow.

I am playing with the queue rights but so far I am not sure how to set that up.

Any suggestions?
Thanks,
Thierry

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[rt-users] Due date default time

2010-06-02 Thread Jim Tambling
Is there a way to set a default time for the 'Due Date'  field?

 

Regards,

 

Jim Tambling

 

Network Services

Data Tote Ltd

  

 

 

 

 


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Re: [rt-users] Spawn multiple child tickets

2010-06-02 Thread Jonathan Rummel

Thank you, Bill.  I will definitely use that to try and get it to work.

Kenn,

The scrips I wrote look like this:

Condition: User Defined
Action: Create Tickets
Template: Create Child Ticket
Stage: TransactionCreate


Custom condition:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if ($trans->Type eq 'Create' && $ticket->FirstCustomFieldValue('State') eq
'Florida') {
 return 1;
}

return 0;


TEMPLATE:

===Create-Ticket: flchild
Subject: {$Tickets{'TOP'}->Subject}
({$Tickets{'TOP'}->FirstCustomFieldValue('State')})
Depended-On-By: {$Tickets{'TOP'}->Id()}
Owner: jrummel
Requestor: {$Tickets{'TOP'}->Creator}
InitialPriority: {$Tickets{'TOP'}->Priority}
Queue: Test Queue
Content: This is a child ticket automatically created from ticket
#{$Tickets{'TOP'}->Id()}.
ENDOFCONTENT


Please let me know if you need any more info to move on from here.  Thanks!



Jonathan Rummel wrote:
> 
> Hi everyone,
> 
> This is driving me crazy, so PLEASE, any help at all is greatly
> appreciated.  Is there a way to have multiple child tickets created based
> on a Select Multiple custom field?
> 
> Example:
> 
> Someone selects "Florida" and "Pennsylvania" in the "State" custom field. 
> I would like this to create 2 tickets that depend on this ticket when the
> user clicks 'Save Changes' (if updating ticket) or 'Create' (if creating
> new ticket).  One for Florida, and one for Pennsylvania.
> 
> Is there a way to make this happen?  Is this a clear enough description?
> 
> Thanks again!
> Jonathan
> 
> RT 3.6.5, MySQL
> 

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[rt-users] RT email time

2010-06-02 Thread Juan N. DLC
Hi,

For some reazon my RT is sending the emails when any action is configured
with 4 hours of difference from the real time.

from GUI:
Dates   Created: Wed Jun 02
14:10:24 2010
from email sent:
Created On: 2010-06-02 18:10:24

Any configuration should I need to look at? Can someone point me to where
look?
Thanks

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Re: [rt-users] Spawn multiple child tickets

2010-06-02 Thread William Graboyes
Hi,

There is a scrip for doing something close to this on the wiki (
http://wiki.bestpractical.com).  Have a look there.

Actually, I remembered it being named something that most wouldn't search
for so here is the link: http://wiki.bestpractical.com/view/Workflow

Thanks,
Bill

On Wed, Jun 2, 2010 at 10:54, Jonathan Rummel  wrote:

>
> Thanks for the response, Kenn.  I definitely think I'm going to have to
> write
> a scrip, but that's where I'm kind of stumped.  I wrote multiple scrips
> (one
> that creates a child ticket for Florida when it is selected, one for
> Pennsylvania when it is selected, etc.), and they work individually but
> when
> multiple states are selected, only 1 child ticket is created and it's
> always
> the first option selected.  Does anyone have any thoughts on this?
>
>
>
> Jonathan,
>
> The only thing I have seen is in the "Bulk Update" the ability to addlinks.
> But that entails tickets (parent/child) already existing and you want to
> link them. The only thing I can suggest is to create a scrip for this
> function. I believe there were a couple out there for something similar to
> this before 3.8.X came out with a built-in create link in the Ticket page.
> Perhaps you could copy one of those and modify it to meet your needs. Just
> a
> thought.
>
> Kenn
> LBNL
>
>
> --
> View this message in context:
> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Bill Graboyes
On Assignment At:
Toyota Motor Sales, USA, Inc.
Consumer Portal Delivery
Office: (310) 468-6754
Cell: (714) 515-8312

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Re: [rt-users] Spawn multiple child tickets

2010-06-02 Thread Kenneth Crocker
Jonathan,

To help, I'd need to see your scrips and know what version you're on. I
haven't done a scrip to create children, but I think I can look at some
others and help figure them out with you.

Kenn
LBNL

On Wed, Jun 2, 2010 at 10:54 AM, Jonathan Rummel  wrote:

>
> Thanks for the response, Kenn.  I definitely think I'm going to have to
> write
> a scrip, but that's where I'm kind of stumped.  I wrote multiple scrips
> (one
> that creates a child ticket for Florida when it is selected, one for
> Pennsylvania when it is selected, etc.), and they work individually but
> when
> multiple states are selected, only 1 child ticket is created and it's
> always
> the first option selected.  Does anyone have any thoughts on this?
>
>
>
> Jonathan,
>
> The only thing I have seen is in the "Bulk Update" the ability to addlinks.
> But that entails tickets (parent/child) already existing and you want to
> link them. The only thing I can suggest is to create a scrip for this
> function. I believe there were a couple out there for something similar to
> this before 3.8.X came out with a built-in create link in the Ticket page.
> Perhaps you could copy one of those and modify it to meet your needs. Just
> a
> thought.
>
> Kenn
> LBNL
>
>
> --
> View this message in context:
> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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Re: [rt-users] Spawn multiple child tickets

2010-06-02 Thread Jonathan Rummel

Thanks for the response, Kenn.  I definitely think I'm going to have to write
a scrip, but that's where I'm kind of stumped.  I wrote multiple scrips (one
that creates a child ticket for Florida when it is selected, one for
Pennsylvania when it is selected, etc.), and they work individually but when
multiple states are selected, only 1 child ticket is created and it's always
the first option selected.  Does anyone have any thoughts on this?



Jonathan,

The only thing I have seen is in the "Bulk Update" the ability to addlinks.
But that entails tickets (parent/child) already existing and you want to
link them. The only thing I can suggest is to create a scrip for this
function. I believe there were a couple out there for something similar to
this before 3.8.X came out with a built-in create link in the Ticket page.
Perhaps you could copy one of those and modify it to meet your needs. Just a
thought.

Kenn
LBNL


-- 
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Re: [rt-users] Spawn multiple child tickets

2010-06-02 Thread Kenneth Crocker
Jonathan,

The only thing I have seen is in the "Bulk Update" the ability to addlinks.
But that entails tickets (parent/child) already existing and you want to
link them. The only thing I can suggest is to create a scrip for this
function. I believe there were a couple out there for something similar to
this before 3.8.X came out with a built-in create link in the Ticket page.
Perhaps you could copy one of those and modify it to meet your needs. Just a
thought.

Kenn
LBNL

On Wed, Jun 2, 2010 at 8:13 AM, Jonathan Rummel  wrote:

>
> Hi everyone,
>
> This is driving me crazy, so PLEASE, any help at all is greatly
> appreciated.
> Is there a way to have multiple child tickets created based on a Select
> Multiple custom field?
>
> Example:
>
> Someone selects "Florida" and "Pennsylvania" in the "State" custom field.
>  I
> would like this to create 2 tickets that depend on this ticket when the
> user
> clicks 'Save Changes' (if updating ticket) or 'Create' (if creating new
> ticket).  One for Florida, and one for Pennsylvania.
>
> Is there a way to make this happen?  Is this a clear enough description?
>
> Thanks again!
> Jonathan
>
> RT 3.6.5, MySQL
> --
> View this message in context:
> http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28755908.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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[rt-users] Routing New Requests by Time

2010-06-02 Thread AJ Ferrigno
Hello,

I'm on RT 3.8.8. I have a need to route newly created requests for a
specific queue to a certain owner depending on time of day. I've
created a custom scrip that seems like it should work, but it is
hanging on the "date" call. The log tells me: Can't locate object
method "date" via package "Class::Date" (perhaps you forgot to load
"Class::Date"?

My scrip code is below:

my $createddate = Class::Date::date $self->TicketObj->Created;
if ($self->TicketObj->Created->hour >= 17)
{$self->TicketObj->SetOwner('user1');}
elsif ($createddate->hour >= 15) {$self->TicketObj->SetOwner('user2');}
elsif ($createddate->hour >= 13) {$self->TicketObj->SetOwner('user3');}
elsif ($createddate->hour >= 11) {$self->TicketObj->SetOwner('user4');}
elsif ($$createddate->hour >= 9) {$self->TicketObj->SetOwner('user5');}

I also tried to call $self->TicketObj->Created->hour, but it seems the
"Created" property doesn't return a true Perl datetime object? So I
decided to try it this way.

First of all - is this the best way to handle something like this?
Second, I'm using the web interface to paste this code into the
"Custom action preparation code:" section. How do I include a Perl
"use" directive? Do I need to make this scrip an actual perl file on
the server somewhere to do this? (Where would that be?)

Thanks in advance,
AJ

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[rt-users] Spawn multiple child tickets

2010-06-02 Thread Jonathan Rummel

Hi everyone,

This is driving me crazy, so PLEASE, any help at all is greatly appreciated. 
Is there a way to have multiple child tickets created based on a Select
Multiple custom field?

Example:

Someone selects "Florida" and "Pennsylvania" in the "State" custom field.  I
would like this to create 2 tickets that depend on this ticket when the user
clicks 'Save Changes' (if updating ticket) or 'Create' (if creating new
ticket).  One for Florida, and one for Pennsylvania.

Is there a way to make this happen?  Is this a clear enough description?

Thanks again!
Jonathan

RT 3.6.5, MySQL
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[rt-users] Additional status in Quicksearch results but not in Quicksearch box

2010-06-02 Thread Markus.Kummer
Hi Everybody,

I upgraded from RT 3.4.6 to RT 3.8.8.

In 3.4.6 it was possible to extend the default Quicksearch results to include 
other status than "new and open" without showing them in the Quicksearch box as 
a new column on the RT at a glance page.
I added the following to etc/RT_SiteConfig.pm 

@ActiveStatus = qw(new open accepted fixed verified) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

That created the new status accepted fixed verified and rejected.

I changed local/html/Elements/Quicksearch 

--- my $all_q = "Queue = '$qid' AND (Status = 'open' OR Status = 'new')";
+++ my $all_q = "Queue = '$qid' AND ( Status = 'new' OR Status = 'open' OR 
Status = 'accepted' OR Status = 'fixed' OR Status = 'verified')";

and the new status showed up on the Quicksearch results page but not in the 
QuickSearch box itself.


In RT 3.8.8 this doesn't work anymore:

Adding the new status "accepted fixed and verified" to

Set(@ActiveStatus, qw(new open stalled));

the status appear as expected in the ticket creation form but additionally as a 
new column in the Quick Search Box also.
Adding them to

Set(@InactiveStatus, qw(accepted fixed verified resolved rejected deleted));

gives me the new status for ticket creation. They don't show up in the Quick 
Search box but in the Qicksearch results neither.
After searching the mailing list archives (e.g. 
http://www.gossamer-threads.com/lists/rt/users/86368?search_string=Quicksearch;#86368)
 I edited the html/Elements/Quicksearch file as follows

--- my @conditions = ();
+++ my @conditions = ( {cond => "Status = 'accepted'", name => loc ('accepted') 
},
+++ {cond => "Status = 'fixed'", name => loc ('fixed') },
+++ {cond => "Status = 'verified'", name => loc ('verified') },
+++ {cond => "Status = 'requested'", name => loc ('rejected') } );

The result is the same as setting them in the ActiveStatus in RT_SiteConfig.pm.
The status show up in the Quicksearch box as a new column "AND" on the 
Quicksearch results page.

Is it possible to configure RT to exclude the extra status in the Quicksearch 
box but still see them in the results?

Thank you for any help,

Markus

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