[rt-users] Limit users by a non-empty customfield
Hello, I have got a user customfield called MyComment and I want to filter all users where this customfield is not empty. In my case, it is of freefrom type. The function LimitToCustomField does not work properly if I use $User-LimiToCostumField(FIELD = MyComment, OPERATOR = !=, VALUE = ); Has anybody got a hint? Greetings, Wolfram Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Avoiding multiple invocations of Scrips on Custom field changes
This has bitten us today: Our application links some other database to RT tickets based on Custom Field values. (IP addresses in RTIR tickets to be specific) The way we implemented this is to trigger on any IP address custom field change and perform a resync of the ticket to the external application. All good and fine, but this really blows if a ticket has a *lot* of IP addresses in equally many CFs. In that case, our linking scrip performs the whole synchronization action not once, but once per IP address (as they are added to the ticket via the RTIR filter). I would rather want to avoid to make the linking scrip incremental (i.e. make it just look at the added/removed IP-address), as this would make it more complex and error-prone. So: is there a way to bunch all these individual transactions that add single CFs and trigger a script when they are all done? thanks for any help, otmar -- -=- Otmar Lendl -- o...@bofh.priv.at -- http://lendl.priv.at/ -=- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth - Update LDAP information
Kenneth Marshall wrote: On Fri, Jun 25, 2010 at 04:33:14PM +0200, Matthias Rieber wrote: Is it possible to refresh the information that has been pulled from LDAP? For instance if employees move to another department or get a new phone number? The information should be updated automatically each time the user logs in. This includes, for example, whether the user is disabled or not; when you set the user as disabled in your external source, it is only applied at next login as the user information is checked and updated and then login is blocked if the user is then considered disabled in RT. -- 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] Reports based on duration between open and update/closed
On Wed, Mar 24, 2010 at 02:43:36PM +0100, Jesper Henriksen wrote:
Is there a way to get reports on how much time a ticket has been open?
For example we would like to see the average time it takes from when a
customer reports a problem till we have closed the ticket. Bear in mind
that if the ticket is closed and then re-opened, the duration in which
it was closed should not be counted.
In case someone else needs an answer to this question, here's some SQL I
came up with after lots of persistent poking around in the database :)
It's probably not perfect, but it's a good start!
If someone can explain how I can show these status timers on RT's search
result page, and perhaps even in graphs, I would be very grateful.
select
TicketId,
Subject,
Status,
sum(TimeInThisState) as TotalTimeInThisState
from
(
select
tr1.ObjectId as TicketId,
ticket.Subject,
IF(tr1.Type='Create','new',tr1.NewValue) as Status,
-- Two ways of having the timer show. Uncomment the one you want:
-- Option 1: NULL means still in this state
-- unix_timestamp(tr2.Created)-unix_timestamp(tr1.Created) as
TimeInThisState
-- Option 2: The clock keeps counting
unix_timestamp(IF(tr2.Created IS
NULL,NOW(),tr2.Created))-unix_timestamp(tr1.Created) as TimeInThisState
from
Tickets as ticket,
Transactions as tr1
left join Transactions as tr2 on
tr1.ObjectId=tr2.ObjectId
and tr1.ObjectType=tr2.ObjectType
and tr2.idtr1.id
and case tr1.Type
when 'Create' then 'new'
else tr1.NewValue
end=tr2.OldValue
where
tr1.ObjectType='RT::Ticket'
and tr1.ObjectId=ticket.EffectiveId
and tr1.Type in ('Create','Status')
group by
tr1.id
order by
tr1.id
) as TicketStatusOverview
group by
TicketId,Status
order by
TicketId,Status
--
Jesper Henriksen
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT::Authen::ExternalAuth and new unprivileged user creation
I recently upgraded from RT 3.8.1 to 3.8.8, authenticating against an OpenLDAP server. I've seen a few posts indicating that the creation of new users doesn't work when using RT::Authen::ExternalAuth, with the workaround being to disable that plugin, create the user, and then enable the plugin again. However, I'm seeing that problem with the creation of unprivileged users as well. I need to be able to accept tickets via email from currently unknown users. Do I have a configuration problem, or is RT::Authen::ExternalAuth no longer compatible with accepting tickets via email. Thanks, -Jon Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Mobile for iPhone (Dustin Collins)
On Sun, 27 Jun 2010, Rainer Duffner wrote: ... With regard to https - just search google for something like iphone app ssl and you realize why it does not support https... I only see reports of problems with self-signed certs. We have a real certificate. Rather than port the app to Android (which version anyway), he should first fix the iPhone version. As a first step, it would probably be easier to create a special stylesheet to create the illusion of an app. Yes, my first thought was that a mobile stylesheet might make it easier to use RT on a mobile device. It could be done on the server side, rather than the client (but then it's not an app you can sell). John +=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+=+= John Bartelt bart...@slac.stanford.edu SLAC National Accelerator Laboratory MS 97 2575 Sand Hill Road Menlo Park, CA 94025 office: SCCS room 331 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] pulling AT custom fields into ticket custom fields
I currently have it set up where I have a ticket custom field set up with all the assets in AT. When creating a ticket it makes the link to the asset based on the custom field. I want to set it up now where when a user picks the asset in the CF for the ticket, a number of custom fields in the ticket will be populated based on the custom field values from the asset. This way I can query a ticket using any spec from the asset I think I can write the scrip but I can't figure out how to extract the custom field value for a given field on given asset. I can't seem to find the sub routine in any of the RTx lib files. Any suggestions? Adam ** This message is intended only for the stated addressee(s) and may be confidential. Access to this email by anyone else is unauthorised. Any opinions expressed in this email do not necessarily reflect the opinions of Fidessa. Any unauthorised disclosure, use or dissemination, either whole or in part is prohibited. If you are not the intended recipient of this message, please notify the sender immediately. ** Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Taking a ticket.
On Thu, Jun 24, 2010 at 02:28:23PM -0500, Mark Jenks wrote: I have a new queue that I am setting up, and all of the users are currently setup for AdminCC. They get a copy of the original email (New ticket created), but when one of them goes in and Takes a ticket, how can I set it so no one else gets a copy of the emails anymore, just the requestor and taker. I see that you can set permissions on owner, which is great. But what do I set for Watcher so they get an email notification of a new ticket? You need to write a custom Condition, something like: On Correspond if the owner is Nobody and slap that in place of the On Correspond part of On Correspond Notify AdminCcs. This has come up on the list recently, but I don't know if anyone has posted working code. -kevin pgpzQl7fHRPkj.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] pulling AT custom fields into ticket custom fields
All scripts and html files that I have seen seem to call the libraries from the RTx directories. Ie. RTx::AssetTracker::Assets-new($RT::SystemUser); Are Asset.pm and Record.pm in ../lib/RTx/AssetTracker/ the place to be looking or somewhere else? Thanks Adam -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: Monday, June 28, 2010 1:28 PM To: Adam Brown Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] pulling AT custom fields into ticket custom fields Asset Tracker uses RT's custom field libraries, so that's where to look for the appropriate methods. On Mon, Jun 28, 2010 at 1:21 PM, Adam Brown adam.br...@fidessa.com wrote: I currently have it set up where I have a ticket custom field set up with all the assets in AT. When creating a ticket it makes the link to the asset based on the custom field. I want to set it up now where when a user picks the asset in the CF for the ticket, a number of custom fields in the ticket will be populated based on the custom field values from the asset. This way I can query a ticket using any spec from the asset I think I can write the scrip but I can't figure out how to extract the custom field value for a given field on given asset. I can't seem to find the sub routine in any of the RTx lib files. Any suggestions? Adam ** This message is intended only for the stated addressee(s) and may be confidential. Access to this email by anyone else is unauthorised. Any opinions expressed in this email do not necessarily reflect the opinions of Fidessa. Any unauthorised disclosure, use or dissemination, either whole or in part is prohibited. If you are not the intended recipient of this message, please notify the sender immediately. ** 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] Limit users by a non-empty customfield
On Mon, Jun 28, 2010 at 12:05:13PM +0200, Wolfram Huettermann wrote: Hello, I have got a user customfield called MyComment and I want to filter all users where this customfield is not empty. In my case, it is of freefrom type. The function LimitToCustomField does not work properly if I use $User-LimiToCostumField(FIELD = MyComment, OPERATOR = !=, VALUE = ); I assume you meant LimitCustomField, and that doesn't take a FIELD argument -kevin pgpCSnqFUR88q.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::Authen::ExternalAuth - Update LDAP information
On Mon, Jun 28, 2010 at 01:10:22PM +0100, Mike Peachey wrote: Kenneth Marshall wrote: On Fri, Jun 25, 2010 at 04:33:14PM +0200, Matthias Rieber wrote: Is it possible to refresh the information that has been pulled from LDAP? For instance if employees move to another department or get a new phone number? The information should be updated automatically each time the user logs in. This includes, for example, whether the user is disabled or not; when you set the user as disabled in your external source, it is only applied at next login as the user information is checked and updated and then login is blocked if the user is then considered disabled in RT. If you want more periodic user information updates, you need to use the LDAPImport extension -kevin pgpSGEYS7oD1x.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::Authen::ExternalAuth and new unprivileged user creation
On Mon, Jun 28, 2010 at 10:06:50AM -0400, Jon Tollerton wrote: I recently upgraded from RT 3.8.1 to 3.8.8, authenticating against an OpenLDAP server. I've seen a few posts indicating that the creation of new users doesn't work when using RT::Authen::ExternalAuth, with the workaround being to disable that plugin, create the user, and then enable the plugin again. However, I'm seeing that problem with the creation of unprivileged users as well. I need to be able to accept tickets via email from currently unknown users. Do I have a configuration problem, or is RT::Authen::ExternalAuth no longer compatible with accepting tickets via email. RT::Authen::ExternalAuth works fine when accepting tickets with email. If you want to create users who do not exist in your AD tree you must change the default AutoCreateNonExternalUsers. -kevin pgpVvPSTHLcLH.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] RT3.8.8 causes Apache to crash
Guys I seem to be having a problem with RT 3.8.8. where it crashes apache. I am using a fresh install of RT 3.8.8 on a newly built OpenSuse 11.2 box, running Apache/2.2.13, MySQL 5.1.36. The web server was running fine and still runs find as long as I don't include the apache config file for RT. Has anyone seen anything like this or can shed some light on it would be greatly appreciated. Long time user of RT, want to keep on using it. Trust that all thing would work out for the good. Keep standing. Keep believing. Keep hoping. Keep moving forward. Advertise Your goods and services for free on Trin e-Ads http://www.trin-e-ads.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3.8.8 causes Apache to crash
Hi Bevan, Have you checked the apache log files for errors? That would greatly assist people trying to assist you. Thanks, Bill On Mon, Jun 28, 2010 at 10:45, Bevan Agard bevan.ag...@gmail.com wrote: Guys I seem to be having a problem with RT 3.8.8. where it crashes apache. I am using a fresh install of RT 3.8.8 on a newly built OpenSuse 11.2 box, running Apache/2.2.13, MySQL 5.1.36. The web server was running fine and still runs find as long as I don't include the apache config file for RT. Has anyone seen anything like this or can shed some light on it would be greatly appreciated. Long time user of RT, want to keep on using it. Trust that all thing would work out for the good. Keep standing. Keep believing. Keep hoping. Keep moving forward. Advertise Your goods and services for free on Trin e-Ads http://www.trin-e-ads.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
Re: [rt-users] Version Control for ticket objects
Kevin, Thanks. I'll look at that. What I was thinking about doing was to have a Custom Field (let's call it Program Id) that would contain the name of an object in a version control library and then have a URL for that CF that contains a shell that would evaluate the transaction type and CF value. In that evaluation it would either check out the object from the VC library (specified in the shell) and put it in a workarea. If it was a resolve, it would check it back in. Of course, this is just a preliminary idea. I have to flesh out the logistics, but I think it would work. Kenn LBNL On Mon, Jun 28, 2010 at 10:26 AM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Jun 24, 2010 at 12:42:14PM -0700, Kenneth Crocker wrote: I went to the RT Training in San Francisco last year and I thought I heard Jesse mention that the 3.8.x version had subversion built-into it, or at least set up so it could be used. The reason I ask is because I want to set up a Ticket Custom Field to contain the ID of a program that needs to be modified and then initiate some version control to check out when the ticket is opened and check in when resolved. Did I hear wrong or is this possible? Kenn I suspect Jesse was referring to this http://search.cpan.org/dist/RT-Integration-SVN/ but I honestly can't make out enough of what you're trying to accomplish to provide commentary. You could certainly run the svn commandline from within a scrip action if needed. -kevin 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] Taking a ticket.
Mark, We don't have a lot of GLOBAL notifications. We have over 157 Queues and most don't want alot of email going to the AdminCc. So what we did was to create those kind of notifications at the Queue level so everyone gets a limited basic set of email notifications that ALL want and then each Queue has a list of the extra ones they want. So you might want to trim down all thos GLobal Notifications and put some of them at the Queue level. Works for us. Hope this helps. Kenn LBNL On Mon, Jun 28, 2010 at 10:25 AM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Jun 24, 2010 at 02:28:23PM -0500, Mark Jenks wrote: I have a new queue that I am setting up, and all of the users are currently setup for AdminCC. They get a copy of the original email (New ticket created), but when one of them goes in and Takes a ticket, how can I set it so no one else gets a copy of the emails anymore, just the requestor and taker. I see that you can set permissions on owner, which is great. But what do I set for Watcher so they get an email notification of a new ticket? You need to write a custom Condition, something like: On Correspond if the owner is Nobody and slap that in place of the On Correspond part of On Correspond Notify AdminCcs. This has come up on the list recently, but I don't know if anyone has posted working code. -kevin 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] Version Control for ticket objects
On Mon, Jun 28, 2010 at 11:18:28AM -0700, Kenneth Crocker wrote: What I was thinking about doing was to have a Custom Field (let's call it Program Id) that would contain the name of an object in a version control library and then have a URL for that CF that contains a shell that would evaluate the transaction type and CF value. In that evaluation it would either check out the object from the VC library (specified in the shell) and put it in a workarea. If it was a resolve, it would check it back in. Of course, this is just a preliminary idea. I have to flesh out the logistics, but I think it would work. That certainly sounds like something you could script, assuming it can be done by the RT webuser, but it doesn't have anything to do with the RT-Integration-SVN module -kevin pgplWGF8pVfIq.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] Version Control for ticket objects
Kevin, Yea. I'm gonna look at that link you sent me first. It certainly might save me a bunch of time. Thanks. Kenn On Mon, Jun 28, 2010 at 11:26 AM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Jun 28, 2010 at 11:18:28AM -0700, Kenneth Crocker wrote: What I was thinking about doing was to have a Custom Field (let's call it Program Id) that would contain the name of an object in a version control library and then have a URL for that CF that contains a shell that would evaluate the transaction type and CF value. In that evaluation it would either check out the object from the VC library (specified in the shell) and put it in a workarea. If it was a resolve, it would check it back in. Of course, this is just a preliminary idea. I have to flesh out the logistics, but I think it would work. That certainly sounds like something you could script, assuming it can be done by the RT webuser, but it doesn't have anything to do with the RT-Integration-SVN module -kevin 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] Category no longer shows in ticket
On Mon, Jun 28, 2010 at 12:05:19PM -0700, Kenneth Crocker wrote: Sorry it took so long for me to reply on this. I have a Custom Field named QA Approver and it has a Category that is linked to another CF named ITBS-Dev-Group. A snap shot is below: What happens when you apply ITBS-Dev-Group to the same queue where you're trying to use QA Approver? -kevin pgpebW7ZwzR9d.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] Category no longer shows in ticket
Kevin, Kinda wierd. If I apply the CF ITBS-Dev-Group to the Queue AND I had modified the CF to have that CF as a linked category, the display shows the CF ITBS-Dev-Froup as a separate CF to be selected. However, if I apply the CF ITBS-Dev-Group and do NOT link that CF as the category with any other CF, then the display acts like it did in 3.6.4, which I think is the correct display. IT shows as a drop-down right above each CF that applied to that Queue. I would think that if I checked the link box to link one CF to another as a category, it would show it each time right above the CF that has a category. Instead, it is the other way around. I have to uncheck the link box to get it right. Kenn LBNL On Mon, Jun 28, 2010 at 12:23 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Jun 28, 2010 at 12:05:19PM -0700, Kenneth Crocker wrote: Sorry it took so long for me to reply on this. I have a Custom Field named QA Approver and it has a Category that is linked to another CF named ITBS-Dev-Group. A snap shot is below: What happens when you apply ITBS-Dev-Group to the same queue where you're trying to use QA Approver? -kevin 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] Category no longer shows in ticket
On Mon, Jun 28, 2010 at 12:41:35PM -0700, Kenneth Crocker wrote: Kinda wierd. If I apply the CF ITBS-Dev-Group to the Queue AND I had modified the CF to have that CF as a linked category, the display shows the CF ITBS-Dev-Froup as a separate CF to be selected. Yes, and when you select a value from ITBS-Dev-Group it will load the proper set of values into QA Approver. This is the way this UI works in 3.8 You do not want the 3.6 behavior, it was broken in an incredible number of ways. -kevin However, if I apply the CF ITBS-Dev-Group and do NOT link that CF as the category with any other CF, then the display acts like it did in 3.6.4, which I think is the correct display. IT shows as a drop-down right above each CF that applied to that Queue. I would think that if I checked the link box to link one CF to another as a category, it would show it each time right above the CF that has a category. Instead, it is the other way around. I have to uncheck the link box to get it right. Kenn LBNL On Mon, Jun 28, 2010 at 12:23 PM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Mon, Jun 28, 2010 at 12:05:19PM -0700, Kenneth Crocker wrote: Sorry it took so long for me to reply on this. I have a Custom Field named QA Approver and it has a Category that is linked to another CF named ITBS-Dev-Group. A snap shot is below: What happens when you apply ITBS-Dev-Group to the same queue where you're trying to use QA Approver? pgpAptwRmBNKI.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] Category no longer shows in ticket
Kevin, Yes, I see now. I use this Category(value) for 3 different Custom FIelds. If I link them and then apply it, the user only has to select their category once and then it's set for all the CF's that use it. Kool. That saves a few selection entries and therefore time. Thanks. Kenn LBNL On Mon, Jun 28, 2010 at 1:01 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Jun 28, 2010 at 12:41:35PM -0700, Kenneth Crocker wrote: Kinda wierd. If I apply the CF ITBS-Dev-Group to the Queue AND I had modified the CF to have that CF as a linked category, the display shows the CF ITBS-Dev-Froup as a separate CF to be selected. Yes, and when you select a value from ITBS-Dev-Group it will load the proper set of values into QA Approver. This is the way this UI works in 3.8 You do not want the 3.6 behavior, it was broken in an incredible number of ways. -kevin However, if I apply the CF ITBS-Dev-Group and do NOT link that CF as the category with any other CF, then the display acts like it did in 3.6.4, which I think is the correct display. IT shows as a drop-down right above each CF that applied to that Queue. I would think that if I checked the link box to link one CF to another as a category, it would show it each time right above the CF that has a category. Instead, it is the other way around. I have to uncheck the link box to get it right. Kenn LBNL On Mon, Jun 28, 2010 at 12:23 PM, Kevin Falcone [1] falc...@bestpractical.com wrote: On Mon, Jun 28, 2010 at 12:05:19PM -0700, Kenneth Crocker wrote: Sorry it took so long for me to reply on this. I have a Custom Field named QA Approver and it has a Category that is linked to another CF named ITBS-Dev-Group. A snap shot is below: What happens when you apply ITBS-Dev-Group to the same queue where you're trying to use QA Approver? 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] Multiple actions from rt-crontool
On Mon, Jun 28, 2010 at 01:21:21PM -0700, Nick Kartsioukas wrote: I thought I had this working, but on further testing it appears that rt-crontool is only performing the last action argument passed to it. Since rt-crontool uses Getopt to parse command line arguments and it says action=s = \$action it will only ever see one argument You could certainly fix that (Getopt supports it) but running the multiple actions in RT space would be hairy. Or you could write your own custom Action that does two things. Was there some part of the documentation that led you to believe this would work? -kevin This is what I'm trying to do: rt-crontool --search RT::Search::FromSQL --search-arg Status = 'stalled' AND Starts 'tomorrow' AND Starts 'NULL' --action RT::Action::SetStatus --action-arg open --action RT::Action::RecordComment --template 'Started Ticket' With that command, a comment is recorded, but the ticket state is not changed to open. If I swap the setstatus and recordcomment actions around, then the status is changed, but the comment is not recorded. Is it just not possible to have rt-crontool perform two actions on the same search? pgpU2slbXDqXJ.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] New RT Webserver install german umlaute broken in webui display (entered by webui)
Hi List, started today to setup our new webserver, running under centos (latest) with perl modules installed from freshrpms. inside the webui i can't cleanly see the german umlaute, any hint which perl module i can check or update? Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Solved: New RT Webserver install german umlaute broken inwebui display (entered by webui)
Sorry, found it, downgrade FCGI was the solution. Torsten 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: Montag, 28. Juni 2010 22:35 An: rt-users@lists.bestpractical.com Betreff: [rt-users] New RT Webserver install german umlaute broken inwebui display (entered by webui) Hi List, started today to setup our new webserver, running under centos (latest) with perl modules installed from freshrpms. inside the webui i can't cleanly see the german umlaute, any hint which perl module i can check or update? Thanks Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT::Authen::ExternalAuth and privileged users
I currently have RT 3.8.6 working with RT::Authen::ExternalAuth to the point where it allows me to authenticate and access the Self Service page but I am stuck getting with all users being unprivileged. Users I create inside RT can be privileged but none of the external users are privileged nor can I add them to groups. I see references to autocreate users but am unable to get any creation to happen with ExternalAuth. Do I need to use RT::Extension::LDAPImport to create user accounts before I can move forward? What options do I need to look into for auto creating users? Can I set all my external users to privileged (not the best idea)? RT is running on Gentoo Linux with Apache2/fast_cgi, perl 5.10.1 threaded, RT::Authen::ExternalAuth 0.08 and connects to a Win2003 AD. I am not attached to 3.8.6 so replacing with 3.8.8 is an option. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth and privileged users
Peter,
Look into:
Set($WebExternalAuto,1);
Set($AutoCreate,{Privileged=0});
It's one or both that you need. These are my settings and my users are
auto created for me.
Kevin W. Gagel
Network Administrator
College of New Caledonia
My Blog:
http://mail.cnc.bc.ca/blogs/gagel
My Shared Files:
http://mail.cnc.bc.ca/users/gagel
On Monday 28/06/2010 at 2:24 pm, Peter Andersen wrote:
I currently have RT 3.8.6 working with RT::Authen::ExternalAuth to
the point where it allows me to authenticate and access the Self
Service page but I am stuck getting with all users being unprivileged.
Users I create inside RT can be privileged but none of the external
users are privileged nor can I add them to groups.
I see references to autocreate users but am unable to get any
creation to happen with ExternalAuth. Do I need to use
RT::Extension::LDAPImport to create user accounts before I can move
forward? What options do I need to look into for auto creating users?
Can I set all my external users to privileged (not the best idea)?
RT is running on Gentoo Linux with Apache2/fast_cgi, perl 5.10.1
threaded, RT::Authen::ExternalAuth 0.08 and connects to a Win2003 AD.
I am not attached to 3.8.6 so replacing with 3.8.8 is an option.
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Virus scanning is done on all incoming and outgoing email.
Anti-spam information for CNC can be found at http://gateway.cnc.bc.ca
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Mobile for iPhone (Dustin Collins)
As a first step, it would probably be easier to create a special stylesheet to create the illusion of an app. Yes, my first thought was that a mobile stylesheet might make it easier to use RT on a mobile device. It could be done on the server side, rather than the client (but then it's not an app you can sell). It's not that hard to put together a reasonable mobile UI for RT, especially if we start reasonably small. That would have the advantage of working on many platforms instead of just one. How many of you need offline-ability for your mobile RT usage? -Jesse 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
Re: [rt-users] Multiple doctypes/HTML Validation
On Mon 28.Jun'10 at 1:23:42 -0400, Dan Mahoney, System Admin wrote: Secondly, if the HTML doesn't validate, why bother setting strict, and not transitional? I suspect that best intentions and the real world come into it. When I get a moment, I'll probably relax our doctype to HTML5. I'm so happy that XHTML has been thoroughly discredited ;) -Jesse 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
Re: [rt-users] RT Mobile for iPhone (Dustin Collins)
We use RT for all of our operations and a mobile interface would be great we have users that do not have smart phones but still would be able to handle basic things. We have RTFM in use as well and just for them to be able to do some canned responses would be great and for those of us who live RT 24 hrs a day a faster loading interface would just make our interruptions easier to tolerate. I use an android so it is fine to use but loading the pages thru even 3g can be painful at time especially long tickets. Mark -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: Monday, June 28, 2010 8:03 PM To: John Bartelt Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Mobile for iPhone (Dustin Collins) As a first step, it would probably be easier to create a special stylesheet to create the illusion of an app. Yes, my first thought was that a mobile stylesheet might make it easier to use RT on a mobile device. It could be done on the server side, rather than the client (but then it's not an app you can sell). It's not that hard to put together a reasonable mobile UI for RT, especially if we start reasonably small. That would have the advantage of working on many platforms instead of just one. How many of you need offline-ability for your mobile RT usage? -Jesse Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reply to Resolved Ticket
Hi Looking for a way to set a rule for resolved tickets to lock them down to either not accept replies or preferably on reply to create a new ticket in that same queue. It wouldn't necessarily need to refer to the old ticket but that would be handy. Appreciate any assistance with this, apologies if it has been covered before. Using version RT 3.8.7 Kind Regards, Sam Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
