Re: [rt-users] book?
by RT and these are just as applicable to newer versions. It is not the be all, end all source of RT documentation, but it is a good start. I conquer. 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-users] Overriding CSS in ticket display?
I have some tickets that have HTML (coming from email, which was pasted
from Word), so they have lots of p class=MsoNormal.../p which RT
displays with a 1em margin, so they get really spaced out. I can easily
fix that in main.css or ticket.css like this:
p.MsoNormal {
margin: 0px 0px;
}
but how can I make that fix resist being overwritten by new versions of RT?
-- Gary Oberbrunner
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-users] ACLEquivalenceObjects error
have set up RT 3.8.4 on Ubuntu 9.10 with mySQL. I then installed RTFM 2.4.1 and everything seemed to work fine until I tried to configure RTFM. I then receive Can't locate object method ACLEquivalenceObjects via package RT::FM::System at /usr/share/request-tracker3.8/lib/RT/Principal_Overlay.pm line 327. I looked and it appears the object is where it should be. I looked on the web and found a few vague references but nothing that would help be resolve this issue. Thanks Jesse Heath Oracle Applications Specialist Incredible Technologies, Inc. N. Kennicott Ave. Arlington Heights, IL 60004 (847) 870-7027 x202 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Overriding CSS in ticket display?
On 10/14/2010 11:44 AM, Thomas Sibley wrote:
On 14 Oct 2010 11:33, Gary Oberbrunner wrote:
I have some tickets that have HTML (coming from email, which was pasted
from Word), so they have lots of p class=MsoNormal.../p which RT
displays with a 1em margin, so they get really spaced out. I can easily
fix that in main.css or ticket.css like this:
p.MsoNormal {
margin: 0px 0px;
}
but how can I make that fix resist being overwritten by new versions of RT?
You're looking for callbacks. See
http://wiki.bestpractical.com/view/Customizing.
If you told us what version of RT you're running, someone could point
you to the right place to look.
Doh, sorry about that. 3.8.2 on Ubuntu 8.04. I didn't realize there
were callbacks for CSS -- how's that even work?!
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunnerga...@genarts.com
GenArts, Inc. Tel: 617-492-2888
955 Mass. Ave Fax: 617-492-2852
Cambridge, MA 02139 USA www.genarts.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!
Re: [rt-users] Overriding CSS in ticket display?
On 10/14/2010 11:49 AM, Gary Oberbrunner wrote:
On 10/14/2010 11:44 AM, Thomas Sibley wrote:
On 14 Oct 2010 11:33, Gary Oberbrunner wrote:
I have some tickets that have HTML (coming from email, which was pasted
from Word), so they have lots ofp class=MsoNormal.../p which RT
displays with a 1em margin, so they get really spaced out. I can easily
fix that in main.css or ticket.css like this:
p.MsoNormal {
margin: 0px 0px;
}
but how can I make that fix resist being overwritten by new versions of RT?
You're looking for callbacks. See
http://wiki.bestpractical.com/view/Customizing.
If you told us what version of RT you're running, someone could point
you to the right place to look.
Doh, sorry about that. 3.8.2 on Ubuntu 8.04. I didn't realize there
were callbacks for CSS -- how's that even work?!
Put your fix in
.../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End
Jeff
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Overriding CSS in ticket display?
On 10/14/2010 12:24 PM, Gary Oberbrunner wrote: On 10/14/2010 11:55 AM, Jeff Voskamp wrote: Put your fix in .../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End Hmm, can't get it to work for me. Tried local/rt/html as you have above, and just local/html where all my other callbacks are... doesn't seem to load my file into main-squished.css. (Yes, I'm restarting apache.) I'll turn on some logging see if I can figure it out. Got it. It goes in local/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End. (and ticket.css isn't overridable in that way, has to be main.css I think) I'll update the wiki. -- Gary 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-users] Ticket 'Take' field in custom query
I am looking to add the 'Take' ticket option in a custom query that filters new tickets based on building location. Creating the query is the easy part but I have not been able to figure out how to add the 'Take' option to the query output. Anyone have any suggestions or instructions on how to do this? Thanks Kurt Engle Network Engineer Eugene 4J Schools 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-users] RT Query not allowing any Custom Field selection
To List, I'm getting a wierd result when trying to create a search looking for a certain value in a Custom Field that is applied to a couple Queues. I check the Queues and add them, no problem. I check the Custom Field and add it and I am immediately thrown into *Advanced*. Every change I make after that cannot be applied. I just end up back in the *Advanced* screen. It acts like there is no such Custom FIeld. I tried Like and is and no joy. I've checked the Custom Field and it *IS* applied to those Queues. The Values *ARE* available for Select One I am a SuperUser so I *should* have rights to it, but I went ahead and added AdminCustomField, ModifyCustomField and SeeCustomField to the group I'm in anyway. Still no joy. When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table with this code: select * from OBJECTCUSTOMFIELDVALUES where CustomField = 50111 and (Content = 'Ledger' or Content = 'Expense'); I got 12 records. None are disabled. I'm in 3.8.7 and Queries *without *Custom Fields are working fine. Has anyone noticed this? Was it mentioned awhile back and I missed it? Thanks in advance. Kenn LBNL 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-users] 'Show Results' link / Query Builder occasionally not working properly
Hi, Running RT 3.8.8 / DBIx::SearchBuilder 1.56, and have noticed some strange behaviour with the 'Show Results' link and the Query Builder. From the 'At A Glance' page, I generally click on 'xx highest priority tickets I own' to bring up the search result, then click 'Edit Search' and add 'Priority -2' to show only positive value priority tickets. Thus far, all is fine (and I understand I can just alter the saved search, but that's not what I want). From there, I use the list, going into and out of tickets, sometimes navigating into Configuration or other areas, then click back on 'Tickets' and 'Show Results'. For whatever reason, the search is modified to be 'Priority 2'. Steps to reproduce, and what is shown on the screen: 1. Log In 2. Click on 'xx highest priority tickets I own' 3. Click on 'Edit Search' 4. Use dropdown boxes to add 'Priority' 'greater than' '-2', clicked 'Add these items' (or '... and Search') - At this point, the query is as follows: Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' OR Status = 'validating' OR Status = 'WaitExt' ) AND Queue != 'Holding' AND Priority '-2' 5. Click on any other left-hand menu item 6. Click on 'Tickets' - Query shown is correct with the '-2' Priority 7. Click on 'Show Results' At this point, the query has changed to: Owner = '__CurrentUser__' AND ( Status = 'new' OR Status = 'open' OR Status = 'validating' OR Status = 'WaitExt' ) AND Queue != 'Holding' AND Priority 2 If at step 4, you press 'Add these items' 3 times, it also removes the negative. I'm not good enough at the internals of the query builder to know why the state of this field changes 'magically', but it didn't happen in prior versions. Has anybody else seen this, or can they reproduce the issue? ;) Stuart J. Browne Senior Unix Administrator, Network Administrator AusRegistry Pty Ltd Level 8, 10 Queens Road Melbourne. Victoria. Australia. 3004. Ph: +61 3 9866 3710 Fax: +61 3 9866 1970 Email: stuart.bro...@ausregistry.com.au Web: www.ausregistry.com.au The information contained in this communication is intended for the named recipients only. It is subject to copyright and may contain legally privileged and confidential information and if you are not an intended recipient you must not use, copy, distribute or take any action in reliance on it. If you have received this communication in error, please delete all copies from your system and notify us immediately. 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-users] custom fields below description
how do I reorder my layout to have my custom fields below the description text-area? Thanks all. 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-users] Help with RT::Extension::SLA and BUSINESS::HOURS
Hi There,
I have Upgraded to 3.8.8, have installed all the correct modules and things
are looking good.
I have an issue with the RT::Extension::SLA Extension working with
BUSINESS::HOURS.
I have an SLA - General which sets a due date to +4 hours, this works great.
But I cannot seem to get it to operate on Business hours only I set the
business hours from 1300 - 1900 Friday for testing
As you can see below, it has ignored this and just added the +4 hours now
(Which is outside business hours) - See my config below
Created:Fri Oct 15 10:33:26 2010
Starts: Fri Oct 15 10:33:26 2010
Started:Not set
Last Contact: Not set
Due:Fri Oct 15 14:33:26 2010
# Set Business Hours
Set(%ServiceBusinessHours, (
0 = { Name = 'Sunday',Start = 'undef', End = 'undef' },
1 = { Name = 'Monday', Start = '08:00', End = '19:00' },
2 = { Name = 'Tuesday', Start = '08:00', End = '19:00' },
3 = { Name = 'Wednesday', Start = '08:00', End = '19:00' },
4 = { Name = 'Thursday', Start = '08:00', End = '19:00' },
5 = { Name = 'Friday', Start = '13:00', End = '19:00' },
6 = { Name = 'Saturday', Start = '09:00', End = '13:00' },
));
# RT:Extension::SLA Config
Set( %ServiceAgreements, (
Default = 'General',
QueueDefault = {
'Support' = 'General',
},
Levels = {
'General' = { Resolve = { BusinessMinutes = 60*4 } },
'SL1' = { Resolve = { BusinessMinutes = 60*4 } },
'SL2' = { Resolve = { BusinessMinutes = 60*2 } },
'SL3' = { Resolve = { BusinessMinutes = 15 } },
},
)
);
Any suggestions?
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Sent from the Request Tracker - User mailing list archive at Nabble.com.
RT Training in Washington DC, USA on Oct 25 26 2010
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Re: [rt-users] Help with RT::Extension::SLA and BUSINESS::HOURS
On 15/10/10 10:49 AM, Slicer085 wrote: Hi There, I have Upgraded to 3.8.8, have installed all the correct modules and things are looking good. I have an issue with the RT::Extension::SLA Extension working with BUSINESS::HOURS. snip Any suggestions? Further to this... If I set the hours manually in /usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm It works. But then I cannot set it per/queue. Unless someone has any other solution? RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Ticket 'Take' field in custom query
I am looking to add the 'Take' ticket option in a custom query that filters new tickets based on building location. Creating the query is the easy part but I have not been able to figure out how to add the 'Take' option to the query output. You can add the following in the Format and you will have the Take it link in your results: 'a href=__WebPath__/Ticket/Display.html?Action=Takeamp;id=__id__Take it!/a/TITLE:Take' smime.p7s Description: S/MIME cryptographic signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
