Re: [rt-users] Change Custom Field layout

2010-09-16 Thread Kenneth Crocker 
Kobus,

Well, I've noticed that RT seems to arrange my sequence from left to right
top-down. Let's say I have 6 customfields applied to a queue. The CF I have
listed first is situated top/left on my screen and the CF listed second is
situated top/right, number three on my list is situated 2nd row/left and
number 4 is situated 2nd row/right and on and on. that's seems to be the way
mine are displayed once I have set the order in
Configuration->Queues->TicketCustomFields. Hope this helps.

Kenn
LBNL

On Thu, Sep 16, 2010 at 4:37 PM, Kobus Bensch - No Sig <
kben...@fullnet.co.uk> wrote:

>  Can anybody help with this as I dont have a clue of what to do and where
> to do it. Some pointers would be helpful.
>
> Thanks
>
> Kobus
>
>
> On 16/09/2010 18:41, Kevin Falcone wrote:
>
> On Wed, Sep 15, 2010 at 10:46:40AM +, Kobus Bensch wrote:
>
>  Hello everyone
>
> I need to change the Custom field layout. I have a few fields which
> I can see, but it is all listed in a 2 column display. Some of my
> CF’s I have changed to be bigger and it is now overlapping on the
> right. So ideally I would like just one column, not 2.
>
>  'Changed' how?
> You're going to have to overlay code to make 1 column
>
> -kevin
>
>
>  Can anybody advise as to where I can change this please?
>
> Thanks
>
> Kobus
>
> Best Regards
> Kobus Bensch
> Fullnet Solutions LTD
>
> Sent from my BlackBerry® wireless device
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
>
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>

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Re: [rt-users] Change Custom Field layout

2010-09-16 Thread Kobus Bensch - No Sig 
 Can anybody help with this as I dont have a clue of what to do and 
where to do it. Some pointers would be helpful.


Thanks

Kobus

On 16/09/2010 18:41, Kevin Falcone wrote:

On Wed, Sep 15, 2010 at 10:46:40AM +, Kobus Bensch wrote:

Hello everyone
  
I need to change the Custom field layout. I have a few fields which

I can see, but it is all listed in a 2 column display. Some of my
CF's I have changed to be bigger and it is now overlapping on the
right. So ideally I would like just one column, not 2.

'Changed' how?
You're going to have to overlay code to make 1 column

-kevin


Can anybody advise as to where I can change this please?
  
Thanks
  
Kobus


Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry® wireless device

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Re: [rt-users] RT Queue's cached?

2010-09-16 Thread Jon Davis 
Problem: I'm use $WebExternalAuth, with Apache/LDAP.  I don't even have a
logout button.  If I use a different browser, it shows (of course, since I
am in a different session).  If I wait, it will eventually show up.

I have tried manually going to $RT/NoAuth/Logout.html - It shows me a logout
screen, then kicks me back to "login", which of course ends with me back in
the app.  The cache seems to be cleared, and my queues show up.  So I've got
a "hack" solution, is there any way to put the logout button back into play,
or one manually on the dashboard? Preferably without having to hack through
the guts of RT, because I'd like to not break my upgradeability.

Thanks for your help!
-Jon

On Thu, Sep 16, 2010 at 10:32, Kevin Falcone wrote:

> On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
> >try clearing the cache from your browser.
>
> This is unlikely to be the problem
> As reported by someone else, the queue list is cached in your session.
> Log out and log back in
>
> -kevin
>
> >On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <[1]
> maill...@konsoletek.com> wrote:
> >
> >  I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I
> discovered in my
> >  setup/configuration of the Queue's I want... that everything is
> being massively cached. I
> >  make changes to the queues, even as far as disabling them... and
> nothing happens. Nothing
> >  happens in that I go back to the main page, stab hard-refresh - and
> the list doesn't change.
> >  I can go and restart apache, and the list doesn't change. The ONLY
> way I can get them
> >  updated is if I go into RT_SiteConfig.pm and change $rtname. But as
> soon as I change that
> >  back to the name it should be - it goes back to the old cached list.
> Though I will note, if
> >  I go into Preferences, the "Default Queue" drop down is up to date.
> >
> >  I am confused to all hell why this is happening and where this is
> coming from. I have not
> >  set anything in RT_SiteConfig relating to cache. I've googled about
> and I can find very
> >  little relating to RT and caching. I even tried following the
> "CleanMasonCache" information
> >  from the wiki. No dice. If anyone has some pointers, I'd love to
> hear it.
> >  -Jon
> >
> >  RT Training in Washington DC, USA on Oct 25 & 26 2010
> >  Last one this year -- Learn how to get the most out of RT!
> >
> > References
> >
> >Visible links
> >1. mailto:maill...@konsoletek.com
>
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
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>
>
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Re: [rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page

2010-09-16 Thread Emmanuel Lacour 
On Thu, Sep 16, 2010 at 12:25:45PM -0700, Shawn O'Connor wrote:
> I want to change the listing in RT at a glance to include "requestors", but 
> rather than return an email address, I want it to return the requestor's 
> Organization.  I've found the following: 
> /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap.
> 
>  Requestors => {
> title => 'Requestors', # loc
> attribute => 'Requestor.EmailAddress',
> value => sub { return 
> $_[0]->Requestors->MemberEmailAddressesAsString }
> 
> I change value to:
> value   => sub { return $_[0]->CreatorObj->Organization }
> 
> And this kinda works as long as the requestor created the ticket.  But really 
> it is returning the creator of the ticket.  The unintended consequence is if 
> I create a ticket on behalf of a client and then change the requestor from me 
> to a client it still returns my organization name and not theirs.
> 

If you are sure that there is always one requestor, then use
Requestors->UserMembersObj->First->Organization.

Else, you have to write a sub to get all Organization to display them.


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Re: [rt-users] 3 custom fields questions

2010-09-16 Thread Emmanuel Lacour 
On Thu, Sep 16, 2010 at 02:04:22PM -0400, Bass, Janet E. wrote:
> 1) Can I remove the no value option in custom fields where you choose from a 
> list?
> 

Yes, look for "no value" in share/html/Elements/EditCustomFieldSelect

> 2)My boss wants user to set their own ticket priorities, I have a
> custom field giving the 2 priority settings we allow and I want to set
> RT up to map the custom field to the ticket priority. Any ideas?
> 

why not using RT::Extension::PriorityAsString?

> 3) We are considering having 3 queues that would be determined by a custom 
> field.
> For example:
> Custom field OS options
> Windows
> Unix
> Other
> 
> Queue name Windows Unix Other
> 
> And then set it so if a ticket comes in with the custom fields  set to 
> Windows, it would automatically go to the Windows queue. How would I set that 
> up?
> 

using a scrip, but why using same CF as queue ? Why not using separate
emails to dispatch ticket in queue?


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[rt-users] Owner does not get emails.

2010-09-16 Thread Ashrock 

 Hi,

I am dealing with this problem since installation. I received 
confirmation of request emails as a creator, also as a AdminCc or Cc, on 
the ticket list. But the administrator, root, or the owner never gets an 
email about the ticket has been created.


I can't figure out if the problem is with postfix or RT_SiteConfig or 
UserLocal.pm which i have not created yet. I cannot connect to LDAP too 
as it is not connecting.


My mail log file is pasted below. If anyone came across this problem, i 
would appreciate their help if can help me figure out.


/var/log/mail.log:


Sep 16 12:14:17 dev3 postfix/pickup[31117]: 127C62BC8D6: uid=33 
from=
Sep 16 12:14:17 dev3 postfix/cleanup[31120]: 127C62BC8D6: 
message-id=http://www.ammc.com>
Sep 16 12:14:17 dev3 postfix/qmgr[31119]: 127C62BC8D6: 
from=, size=1470, nrcpt=1 (queue active)
Sep 16 12:14:17 dev3 postfix/smtp[31122]: 127C62BC8D6: 
to=, relay=messenger.ammc.com[11.111.111.111]:25, 
delay=0.46, delays=0.11/0/0.21/0.14, dsn=2.0.0, status=sent (250 2.0.0 
Ok: queued as 9908A18E806)

Sep 16 12:14:17 dev3 postfix/qmgr[31119]: 127C62BC8D6: removed
Sep 16 12:53:55 dev3 postfix/qmgr[31119]: 5FAA62BC8C6: 
from=, size=350, nrcpt=2 (queue active)
Sep 16 12:53:55 dev3 postfix/qmgr[31119]: EBF012BC8C4: 
from=, size=392, nrcpt=2 (queue active)
Sep 16 12:53:55 dev3 local[32314]: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory
Sep 16 12:53:55 dev3 local[32316]: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory
Sep 16 12:53:55 dev3 postfix/local[32313]: 5FAA62BC8C6: 
to=, relay=local, delay=179315, delays=179315/0.03/0/0.06, 
dsn=4.3.0, status=deferred (temporary failure. Command output: local: 
fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory )
Sep 16 12:53:55 dev3 postfix/local[32315]: EBF012BC8C4: 
to=, relay=local, delay=179644, delays=179644/0.03/0/0.04, 
dsn=4.3.0, status=deferred (temporary failure. Command output: local: 
fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory )
Sep 16 14:03:55 dev3 postfix/qmgr[31119]: 5FAA62BC8C6: 
from=, size=350, nrcpt=2 (queue active)
Sep 16 14:03:55 dev3 postfix/qmgr[31119]: EBF012BC8C4: 
from=, size=392, nrcpt=2 (queue active)
Sep 16 14:03:55 dev3 local[2174]: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory
Sep 16 14:03:55 dev3 local[2175]: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory
Sep 16 14:03:55 dev3 postfix/local[2172]: 5FAA62BC8C6: to=, 
relay=local, delay=183515, delays=183515/0.03/0/0.07, dsn=4.3.0, 
status=deferred (temporary failure. Command output: local: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory )
Sep 16 14:03:55 dev3 postfix/local[2173]: EBF012BC8C4: to=, 
relay=local, delay=183844, delays=183844/0.03/0/0.05, dsn=4.3.0, 
status=deferred (temporary failure. Command output: local: fatal: execvp 
/opt/rt3/bin/rt-mailgate-queue: No such file or directory )


The Queue email is rt-...@ammc.com for correspond as configured in 
master.cf


apache2/Error.log:

[Thu Sep 16 17:11:48 2010] [info]: 
http://www.ammc.com> #41/357 - 
Scrip 3 On Create Autoreply To Requestors 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:11:48 2010] [info]: 
http://www.ammc.com> sent  To: 
a...@ammc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Thu Sep 16 17:11:49 2010] [info]: 
http://www.ammc.com> #41/357 - 
Scrip 4 On Create Notify AdminCcs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:11:49 2010] [info]: 
http://www.ammc.com> No recipients 
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Thu Sep 16 17:11:49 2010] [info]: Ticket 41 created in queue 'ITS' by 
root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
[Thu Sep 16 17:13:32 2010] [info]: 
http://www.ammc.com> #42/363 - 
Scrip 3 On Create Autoreply To Requestors 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:13:32 2010] [info]: 
http://www.ammc.com> sent  To: 
a...@ammc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Thu Sep 16 17:13:33 2010] [info]: 
http://www.ammc.com> #42/363 - 
Scrip 4 On Create Notify AdminCcs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:13:33 2010] [info]: 
http://www.ammc.com> No 
recipients found. Not sending. 
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:338)
[Thu Sep 16 17:13:33 2010] [info]: Ticket 42 created in queue 'ITS' by 
root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
[Thu Sep 16 17:14:16 2010] [info]: 
http://www.ammc.com> #43/369 - 
Scrip 3 On Create Autoreply To Requestors 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:14:17 2010] [info]: 
http://www.ammc.com> sent  To: 
a...@ammc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
[Thu Sep 16 17:14:17 2010] [info]: 
http://www.ammc.com> #43/369 - 
Scrip 4 On Create Notify AdminCcs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Sep 16 17:14:17 2010] [info]: 
http://www.ammc.com> No recipie

[rt-users] Return Requestor Organization information from Dashboard "Rt at a glance" page

2010-09-16 Thread Shawn O'Connor 
I want to change the listing in RT at a glance to include "requestors", but 
rather than return an email address, I want it to return the requestor's 
Organization.  I've found the following: 
/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap.

 Requestors => {
title => 'Requestors', # loc
attribute => 'Requestor.EmailAddress',
value => sub { return 
$_[0]->Requestors->MemberEmailAddressesAsString }

I change value to:
value   => sub { return $_[0]->CreatorObj->Organization }

And this kinda works as long as the requestor created the ticket.  But really 
it is returning the creator of the ticket.  The unintended consequence is if I 
create a ticket on behalf of a client and then change the requestor from me to 
a client it still returns my organization name and not theirs.

Some guidance on getting this to work would be much appreciated.
Thanks in advance.


  

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Re: [rt-users] Set a Group as AdmiCC on ticket create

2010-09-16 Thread Kevin Falcone 
On Thu, Sep 16, 2010 at 02:29:35PM -0400, Ahmed, Mohammed Naweed (LNG-BCT) 
wrote:
>I am able to add the individual members as AdminCC's but not the group. It 
> would be great if
>you have the code to add the `Group' as AdminCC

Provide the code you're using that doesn't work for adding the group,
maybe someone will see the problem.

-kevin

>
> --
> 
>From: rt-users-boun...@lists.bestpractical.com
>[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan 
> Zakirov
>Sent: Thursday, September 16, 2010 1:50 PM
>To: Ahmed, Mohammed Naweed (LNG-BCT)
>Cc: rt-users@lists.bestpractical.com
>Subject: Re: [rt-users] Set a Group as AdmiCC on ticket create
> 
> 
> 
>Hi.
> 
>You use a custom scrip for that. Condition:
>return 0 if it's not create;
>return 0 if custom field value is not correct;
>return 1;
> 
>Action:
>Load the group;
>Add the group as admin;
> 
>I'm pretty sure most of it you can find on the wiki in snippets.
> 
>  16.09.2010 19:07 pol'zovatel' "Ahmed, Mohammed Naweed (LNG-BCT)"
>  <[2]naweedmohammed.ah...@lexisnexis.com> napisal:
> 
>  How can we set a group as `AdminCc' on ticket creation based on a value 
> of custom field?
> 
> 
> 
>  Thanks
> 
>  Naweed Ahmed
> 
>  LexisNexis
> 
>  Consulting Software Engineer
> 
>  [3]euho...@lexisnexis.com
> 
>  O: 561 982 5276
> 
>  M: 561 414 3559
> 
> 
> 
>
> --
> 
>  The information contained in this e-mail message is intended only for 
> the personal and
>  confidential use of the recipient(s) named above. This message may be an 
> attorney-client
>  communication and/or work product and as such is privileged and 
> confidential. If the reader
>  of this message is not the intended recipient or an agent responsible 
> for delivering it to
>  the intended recipient, you are hereby notified that you have received 
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>  error and that any review, dissemination, distribution, or copying of 
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>  strictly prohibited. If you have received this communication in error, 
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>The information contained in this e-mail message is intended only for the 
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Re: [rt-users] Set a Group as AdmiCC on ticket create

2010-09-16 Thread Ahmed, Mohammed Naweed (LNG-BCT) 
I am able to add the individual members as AdminCC's but not the group. It 
would be great if you have the code to add the 'Group' as AdminCC

 

Naweed Ahmed

Consulting Software Engineer

euho...@lexisnexis.com  



From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov
Sent: Thursday, September 16, 2010 1:50 PM
To: Ahmed, Mohammed Naweed (LNG-BCT)
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set a Group as AdmiCC on ticket create

 

Hi.

You use a custom scrip for that. Condition:
return 0 if it's not create;
return 0 if custom field value is not correct;
return 1;

Action:
Load the group;
Add the group as admin;

I'm pretty sure most of it you can find on the wiki in snippets.

16.09.2010 19:07 пользователь "Ahmed, Mohammed Naweed (LNG-BCT)" 
 написал:

How can we set a group as 'AdminCc' on ticket creation based on a value 
of custom field? 

 

Thanks

Naweed Ahmed

LexisNexis

Consulting Software Engineer

euho...@lexisnexis.com  

O: 561 982 5276

M: 561 414 3559

 





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you are hereby notified that you have received this document in error and that 
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prohibited. If you have received this communication in error, please notify us 
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The information contained in this e-mail message is intended only
for the personal and confidential use of the recipient(s) named
above. This message may be an attorney-client communication and/or
work product and as such is privileged and confidential. If the
reader of this message is not the intended recipient or an agent
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[rt-users] 3 custom fields questions

2010-09-16 Thread Bass, Janet E. 
1) Can I remove the no value option in custom fields where you choose from a 
list?

2)My boss wants user to set their own ticket priorities, I have a custom field 
giving the 2 priority settings we allow and I want to set RT up to map the 
custom field to the ticket priority. Any ideas?

3) We are considering having 3 queues that would be determined by a custom 
field.
For example:
Custom field OS options
Windows
Unix
Other

Queue name Windows Unix Other

And then set it so if a ticket comes in with the custom fields  set to Windows, 
it would automatically go to the Windows queue. How would I set that up?

Thanks
Janet
--
Janet Bass




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Re: [rt-users] Set a Group as AdmiCC on ticket create

2010-09-16 Thread Ruslan Zakirov 
Hi.

You use a custom scrip for that. Condition:
return 0 if it's not create;
return 0 if custom field value is not correct;
return 1;

Action:
Load the group;
Add the group as admin;

I'm pretty sure most of it you can find on the wiki in snippets.

16.09.2010 19:07 пользователь "Ahmed, Mohammed Naweed (LNG-BCT)" <
naweedmohammed.ah...@lexisnexis.com> написал:

 How can we set a group as ‘AdminCc’ on ticket creation based on a value of
custom field?



Thanks

*Naweed Ahmed***

*LexisNexis*

Consulting Software Engineer

euho...@lexisnexis.com

O: 561 982 5276

M: 561 414 3559



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privileged and confidential. If the reader of this message is not the
intended recipient or an agent responsible for delivering it to the intended
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error and that any review, dissemination, distribution, or copying of this
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Re: [rt-users] Change Custom Field layout

2010-09-16 Thread Kevin Falcone 
On Wed, Sep 15, 2010 at 10:46:40AM +, Kobus Bensch wrote:
> Hello everyone
>  
> I need to change the Custom field layout. I have a few fields which
> I can see, but it is all listed in a 2 column display. Some of my
> CF’s I have changed to be bigger and it is now overlapping on the
> right. So ideally I would like just one column, not 2.

'Changed' how?
You're going to have to overlay code to make 1 column

-kevin

> Can anybody advise as to where I can change this please?
>  
> Thanks
>  
> Kobus
> 
> Best Regards
> Kobus Bensch
> Fullnet Solutions LTD
> 
> Sent from my BlackBerry® wireless device
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!


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Re: [rt-users] "Could not load a valid user" problem

2010-09-16 Thread Kevin Falcone 
On Wed, Sep 15, 2010 at 11:42:25AM +0200, Tom Sylwestrowicz wrote:
> I know why this error is happening here, it's basically because the LDAP
> e-mail address field defaults to jblo...@ripe.net. Joe has an alias that
> he uses, which is joe.blo...@ripe.net which is also set up in his e-mail
> client. So when he sends a request to the RT queue, his address is seen
> as joe.blo...@ripe.net, which is not what's in LDAP. This is the default
> e-mail setup we have here in the work place.
> 
> We can add an alias (joe.blo...@ripe.net) for his user ID in LDAP, but
> is there a way that RT3 would check the aliases fields in LDAP and then
> associate incoming requests from the joe.blo...@ripe.net alias with the
> default LDAP e-mail address of jblo...@ripe.net?

I'm assuming you're using RT::Authen::ExternalAuth, but you don't say.
That has been an outstanding request for that module which has not yet
been implemented.

-kevin


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[rt-users] rt - CLI group edit membership

2010-09-16 Thread Wulf Coulmann 

Hi, 

I failed to edit group memberships via cli. ENV at end of mail.

1. check who is member of a group -- so far, everything work as aspected

   w...@host ~ $ rt show group/mygroup
 id: group/116
 Name: mygroup
 Description: mygroup
   
   Members: Member 1 ,
Member 2 ,
... 
Member 20 

2. add a member (already existing and privileged user)
   I didn't find information how to define the new user
  mail address: membe...@mail.com
or
  id:   12345
or
  as listed:New Member 
   
   all of them are acceptet but non of them work.


   w...@host ~ $ rt edit group/mygroup add members=new.mem...@mail.com
 id: group/116
 Name: mygroup
 Description: mygroup
   
   Members: Member 1 ,
Member 2 ,
... 
Member 20 ,
new.mem...@mail.com

so at the moment this looks quit ok, but after check with 
   w...@host ~ $ rt show group/mygroup
the new member is not added. Same If I try to define by uid.
e.g. I'm able to edit "privileged" state of a user via cli.


Did I use the syntax correct?
How to define the user (not /user/ID but user to add to members) ?
Is there a known bug? (didn't find anythink)?

ENV: Debian rt 3.8.8

Best Wulf++


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Re: [rt-users] Custom condition problem

2010-09-16 Thread Ruslan Zakirov 
Hi.

MuteResolve uses transaction custom fields which are kinda new in RT. Either
it's a bug in 3.8.4 or permissions related bug. You should try it on 3.8.8.

16.09.2010 11:36 пользователь "Sergey Kozhedub"  написал:

Hi Ruslan,

This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm

The code is:
   foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) {

   my $Object = $args{'Object'};

   $Object = $class->new( $session{'CurrentUser'} )

   unless $Object && ref $Object eq $class;




   $Object->Load( $id ) unless ($Object->id || 0) == $id;

   unless ( $Object->id ) {

   $RT::Logger->warning("Couldn't load object $class #$id");
   next;

   }




...

But I'm not familiar with RT internals to check it...



Regards,
Sergey Kozhedub






On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:

> >
> > Hi,
> >
> > As far as I can see error is not related to the scrip. Error happens in
> > Web.pm.
> >
>
>> >> 15.09.2010 2:50 пользователь "Sergey Kozhedub" > > написал:
>>
>>
>> >>
>> >> Hello all,
>> >>
>> >> I'm trying to implement MuteResolve
>> >> (http://wiki.bestpractical.com/view/M...
>> )
>>
>>
>> >>
>> >> What I'm doing wrong?
>> >>
>> >> Condition: User Defined
>> >> Action: Notify Requestors
>> >> Template:...
>>
>
>

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Re: [rt-users] RT Queue's cached?

2010-09-16 Thread Kevin Falcone 
On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote:
>try clearing the cache from your browser.

This is unlikely to be the problem
As reported by someone else, the queue list is cached in your session.
Log out and log back in

-kevin

>On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis <[1]maill...@konsoletek.com> 
> wrote:
> 
>  I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 & mod_perl2. I 
> discovered in my
>  setup/configuration of the Queue's I want... that everything is being 
> massively cached. I
>  make changes to the queues, even as far as disabling them... and nothing 
> happens. Nothing
>  happens in that I go back to the main page, stab hard-refresh - and the 
> list doesn't change.
>  I can go and restart apache, and the list doesn't change. The ONLY way I 
> can get them
>  updated is if I go into RT_SiteConfig.pm and change $rtname. But as soon 
> as I change that
>  back to the name it should be - it goes back to the old cached list. 
> Though I will note, if
>  I go into Preferences, the "Default Queue" drop down is up to date.
> 
>  I am confused to all hell why this is happening and where this is coming 
> from. I have not
>  set anything in RT_SiteConfig relating to cache. I've googled about and 
> I can find very
>  little relating to RT and caching. I even tried following the 
> "CleanMasonCache" information
>  from the wiki. No dice. If anyone has some pointers, I'd love to hear it.
>  -Jon
> 
>  RT Training in Washington DC, USA on Oct 25 & 26 2010
>  Last one this year -- Learn how to get the most out of RT!
> 
> References
> 
>Visible links
>1. mailto:maill...@konsoletek.com

> 
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Re: [rt-users] RT 3.8.8 rt-mailgate issues

2010-09-16 Thread Kevin Falcone 
On Tue, Sep 14, 2010 at 04:11:18PM -0400, Val Polyakov wrote:
> Hello, anyone ?
> 
> [r...@myhost ~]# echo "hi" | /etc/smrsh/rt-mailgate --queue General

This is not a valid test.  You need to have a From: line or you'll get

> --action correspond --url http://myhost.mydomain.com/ticket --debug
> /etc/smrsh/rt-mailgate: temp file is '/tmp/Bsdm047j3r'
> /etc/smrsh/rt-mailgate: connecting to
> http://myhost.mydomain.com/ticket/REST/1.0/NoAuth/mail-gateway
> not ok - Could not load a valid user

not a valid user

Your previous report lacked RT's logs of the error which means any
answer is a guess.

-kevin

> [r...@myhost ~]#
> 
> I have granted CreateTicket and ReplyToTicket rights to "Everyone" for the
> general queue ...
> 
> does anyone know what's going on?
> 
> 
> > rt-mailgate doesn't seem to be injecting new tickets into a fresh install
> > of rt 3.8.8 on RHEL5
> >
> > /var/log/maillog reports:
> >
> > Sep 14 14:20:13 myhost sendmail[32687]: o8EIKDHh032687:
> > from=, size=353, class=0, nrcpts=1,
> > msgid=<201009141820.o8eikdoz032...@myhost.mydomain.com>, proto=ESMTP,
> > daemon=MTA, relay=localhost.localdomain [127.0.0.1]
> > Sep 14 14:20:13 myhost sendmail[32686]: o8EIKDoZ032686:
> > to...@myhost.mydomain.com, ctladdr=root (0/0), delay=00:00:00,
> > xdelay=00:00:00, mailer=relay, pri=30065, relay=[127.0.0.1] [127.0.0.1],
> > dsn=2.0.0, stat=Sent (o8EIKDHh032687 Message accepted for delivery)
> > Sep 14 14:20:13 myhost sendmail[32688]: o8EIKDHh032687:
> > to="|/etc/smrsh/rt-mailgate --queue general --action correspond --url
> > http://myhost.mydomain.com/ticket";, ctladdr=
> > (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30576, dsn=2.0.0,
> > stat=Sent
> >
> >
> > I have the following in /etc/aliases :
> >
> > rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond 
> > --url
> > http://myhost.mydomain.com/ticket";
> > rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment
> > --url http://myhost.mydomain.com/ticket";
> >
> >
> > The following produces no errors, but doesn't inject the ticket into RT
> > either:
> >
> > [r...@myhost ~]# cat msg.txt | /etc/smrsh/rt-mailgate --queue general
> > --action correspond --url http://myhost.mydomain.com/ticket
> > [r...@myhost ~]#
> >
> > [r...@myhost ~]# cat msg.txt
> > testing
> > [r...@myhost ~]#
> >
> >
> >
> > Can anyone push me in the right direction on how to troubleshoot this?
> >
> >
> >
> > RT Training in Washington DC, USA on Oct 25 & 26 2010
> > Last one this year -- Learn how to get the most out of RT!
> >
> 
> 
> 
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Re: [rt-users] rt 3.8.8 issue with CSS

2010-09-16 Thread Ruslan Zakirov 
Hi,

Reasons for that error:
* permissions on files and dirs
* cpan shell you run uses another perl version that may be installed on your
system

14.09.2010 0:42 пользователь "Val Polyakov"  написал:

another update:

when I go to http://myServer/ticket/NoAuth/css/index.html this is what I
get:

Error during compilation of /opt/rt3/share/html/NoAuth/css/dhandler: Can't
locate CSS/Squish.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib
/opt/rt3/bin/../lib /opt/rt3/lib
/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl
/usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .
/etc/httpd) at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack:
[/opt/rt3/share/html/NoAuth/css/dhandler:67] [CSS/Squish.pm:67]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97]
[/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822]
[/opt/rt3/bin/webmux.pl:78] [CSS/Squish.pm:67] BEGIN failed--compilation
aborted at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack:
[/opt/rt3/share/html/NoAuth/css/dhandler:67]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97]
[/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275]
[/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868]
[/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822]
[/opt/rt3/bin/webmux.pl:78] [/opt/rt3/share/html/NoAuth/css/dhandler:67]

however:

[r...@curt ~]# perl -MCPAN -e 'install CSS::Squish'
CPAN: Storable loaded ok
Going to read /home/vpolya/.cpan/Metadata
 Database was generated on Mon, 13 Sep 2010 11:30:52 GMT
CSS::Squish is up to date.
[r...@curt ~]#


this is probably the source of my CSS issue..   why cant it find it, while
CPAN claims its installed? :/



> Also, thought it might be a good idea to attach my RT_SiteConfig.pm ...
>
> And this:
>
> [r...@...

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Re: [rt-users] RTx-Tags clearing?

2010-09-16 Thread Jerrad Pierce 
On Wed, Sep 15, 2010 at 19:58, Mark Jenks
 wrote:
> Excellent!  I didn't know that TAG's referred to resolved tickets also.
It depends on the config, in the default yes.

http://search.cpan.org/~jpierce/RTx-Tags-0.25/etc/Tags_Config.pm

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[rt-users] Set a Group as AdmiCC on ticket create

2010-09-16 Thread Ahmed, Mohammed Naweed (LNG-BCT) 
How can we set a group as 'AdminCc' on ticket creation based on a value
of custom field? 

 

Thanks

Naweed Ahmed

LexisNexis

Consulting Software Engineer

euho...@lexisnexis.com  

O: 561 982 5276

M: 561 414 3559

 




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Re: [rt-users] Set Comment on CLI Create ?

2010-09-16 Thread Seth Galitzer 
I believe the reason is that when you use "set", you are setting values 
to fields in the ticket.  A comment is not a field in the ticket so much 
as it is an object of a specific type that is attached to a ticket.


If you want to create a ticket and then comment on it, you'll need to 
capture the output from the "rt create" command and get the new ticket 
id from it, then use that for a separate "rt comment" command.


Seth

On 09/16/2010 09:10 AM, ingo.it...@ages.de wrote:


Hello,

i read in the past, that there is no way to get an Comment to a ticket,
that i create ?

I've try:
opt/rt3/bin/rt create -t ticket set status=new Queue=Operating
owner=nobody requestors=nagios Comment='This is the Comment'
subject='Test Subject 2'


___
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[rt-users] Set Comment on CLI Create ?

2010-09-16 Thread Ingo . Itter 
Hello, 

i read in the past, that there is no way to get an Comment to a ticket, 
that i create ?

I've try:
opt/rt3/bin/rt create -t ticket set status=new Queue=Operating 
owner=nobody requestors=nagios Comment='This is the Comment' subject='Test 
Subject 2'



___
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AGES Maut System GmbH & Co. KG
AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134
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[rt-users] Suppressing outgoing email from another queue if ticket is moved into our Spam queue

2010-09-16 Thread Gavin Henry 
Hi,

We're using 1b from http://wiki.bestpractical.com/view/SpamFiltering
and have also installed the disable global scrips extension to switch
of emails for this Spam queue.

The problem is as a ticket hits my support or sales queue etc. first,
an email is still being sent out. How can we disable this for detected
Spam so the notify emails get stopped?

Thanks.

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Re: [rt-users] Change Custom Field layout

2010-09-16 Thread Marco.deSousa 
Hello,

Have the same problem, i just can set the order of custom fields in 
Menu>Configuration>Queue>CF

The problem is you can only move up/down the fields.

I think, there is only an away, we need to overlay some classes, see Chapter 10 
(RT essentials),
probably need to change some code in CSS

But perhaps it exist an extention to install that features.

Best regards.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kobus Bensch
Sent: Thursday, September 16, 2010 10:55 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Change Custom Field layout

Can anybody assist me with changing the layout of CFs when attached to a ticket 
please
Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry® wireless device

-Original Message-
From: "Kobus Bensch" 
Sender: rt-users-boun...@lists.bestpractical.com
Date: Wed, 15 Sep 2010 10:46:40 
To: 
Reply-To: kben...@fullnet.co.uk
Subject: [rt-users] Change Custom Field layout

Hello everyone
 
I need to change the Custom field layout. I have a few fields which I can see, 
but it is all listed in a 2 column display. Some of my CF's I have changed to 
be bigger and it is now overlapping on the right. So ideally I would like just 
one column, not 2.
 
Can anybody advise as to where I can change this please?
 
Thanks
 
Kobus

Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry® wireless device

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Re: [rt-users] Change Custom Field layout

2010-09-16 Thread Kobus Bensch 
Can anybody assist me with changing the layout of CFs when attached to a ticket 
please
Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry® wireless device

-Original Message-
From: "Kobus Bensch" 
Sender: rt-users-boun...@lists.bestpractical.com
Date: Wed, 15 Sep 2010 10:46:40 
To: 
Reply-To: kben...@fullnet.co.uk
Subject: [rt-users] Change Custom Field layout

Hello everyone
 
I need to change the Custom field layout. I have a few fields which I can see, 
but it is all listed in a 2 column display. Some of my CF’s I have changed to 
be bigger and it is now overlapping on the right. So ideally I would like just 
one column, not 2.
 
Can anybody advise as to where I can change this please?
 
Thanks
 
Kobus

Best Regards
Kobus Bensch
Fullnet Solutions LTD

Sent from my BlackBerry® wireless device

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Re: [rt-users] Custom condition problem

2010-09-16 Thread Sergey Kozhedub 

Hi Ruslan,

This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm

The code is:
foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) { 



my $Object = $args{'Object'}; 



$Object = $class->new( $session{'CurrentUser'} ) 



unless $Object && ref $Object eq $class; 






$Object->Load( $id ) unless ($Object->id || 0) == $id; 



unless ( $Object->id ) { 



$RT::Logger->warning("Couldn't load object $class 
#$id"); 

next; 



} 






...

But I'm not familiar with RT internals to check it...



Regards,
Sergey Kozhedub




On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:

Hi,

As far as I can see error is not related to the scrip. Error happens in
Web.pm.


15.09.2010 2:50 пользователь "Sergey Kozhedub" mailto:s...@maks.net>> написал:

Hello all,

I'm trying to implement MuteResolve
(http://wiki.bestpractical.com/view/MuteResolve) in my RT-3.8.4
installation but it doesn't work for me.
Finally I cut my script just to:
{code}
return 0 unless ($self->TransactionObj->Type eq "Status" &&
$self->TransactionObj->NewValue eq "resolved");

return 1;
{code}

When changing status of the ticket to open I don't see any errors. But
if I resolve the ticket I always get this error in logs:
Sep 15 00:17:38 rt RT: Couldn't load object RT::Transaction #0
(/var/www/rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127
)

What I'm doing wrong?

Condition: User Defined
Action: Notify Requestors
Template: Global template: Resolved
Stage: TransactionBatch


Regards,
Sergey Kozhedub

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