date:20110823

Re: [rt-users] Which module or addon is responsible for the relation Diagram

2011-08-23 Thread john s.



Thanks Thomas now it works ... :)... 


best regards 

john s. 



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Re: [rt-users] Help with Scrip to move a ticket into a new queue

2011-08-23 Thread Ruslan Zakirov

You need 'return 1;' in preparation code.

Regards, Ruslan. From phone.
23.08.2011 3:16 пользователь Gilbert Rebeiro gilb...@dido.ca написал:
 Hi,

 I a queue called fr

 There is a simple autoreply that is bound to this queue.

 Scrip is setup:

 Condition: OnCreate
 Action: User defined
 Template: Autoreply
 Stage: TransactionCreate
 Custom condition: return 1;
 Custom action preparation code:

 Custom action cleanup code:

 # Change queue
 my $newqueue = 1.General;
 my $T_Obj = $self-TicketObj;

 $RT::Logger-info(Auto assign ticket #. $T_Obj-id . to queue #.
 $newqueue );
 my ($status, $msg) = $T_Obj-SetQueue($newqueue);
 unless ($status) {
 $RT::Logger-warning(unable to set new queue: $msg);
 return undef;
 }
 return 1;

 It is not a typo 1.General it is the proper name of the queue that I
 want new tickets to be moved to.


 Not sure what I am doing wrong but it doesn't work.
 Can anyone tell me how to debug this?
 Trace this?

 What am I doing wrong?

 Thanks,
 Gilbert.
 
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Re: [rt-users] Customize Ticket History

2011-08-23 Thread Ruslan Zakirov

I don't think we have any plans to implement anything like this. It just
doesn't feel right.

Regards, Ruslan. From phone.
16.08.2011 15:14 пользователь john s. firesk...@gmx.de написал:


 @Ruslan:

 is for future releases for RT sth planned that is possible to filter the
 history in a more customize way?

 best regards john s.










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Re: [rt-users] Workflow for comments or changing CC to BCC

2011-08-23 Thread Lars Reimann


Hi Thomas,

thank you for reply. I will fix that misconfiguration. See inline text:


 On 16.08.2011 18:13, Thomas Sibley wrote:

On 08/16/2011 11:38 AM, Lars Reimann wrote:

I assume comments are for internal messages only. But how is this
realized? We for example have the same mail address for reply and comment.

Having the same email address for reply and comments is wrong and a
misconfiguration.  It means email replies to mailed out comments will be
interpreted as correspondence, not private comments.


I'd like to change normal CC actions to BCC.

Why?


Because we have watcher groups for external and internal people. Both 
are member of administrative cc (BCC) at the moment. But the external 
people should _not_ receive (internal) comments and also do not want to 
be added as CC either (only BCC is acceptable for them and us).


Maybe there is a better way to do this. If you know one, please share it.

Thanks a lot,

LR


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Re: [rt-users] Workflow for comments or changing CC to BCC

2011-08-23 Thread Thomas Sibley

On 08/23/2011 09:52 AM, Lars Reimann wrote:
 Because we have watcher groups for external and internal people. Both
 are member of administrative cc (BCC) at the moment. But the external
 people should _not_ receive (internal) comments and also do not want to
 be added as CC either (only BCC is acceptable for them and us).

AdminCc is not just another name for Bcc.  It is treated differently
than Cc by a stock RT.  This is the reason your external AdminCc
watchers are receiving internal comments, because out of the box RT's
scrips send comments to AdminCcs, but not Ccs.

Changing Ticket/Queue Ccs to actually be Bcced would be a bit of work,
or might be possible with some really clever templates.

Thomas

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Re: [rt-users] Add AdminCC from custom field

2011-08-23 Thread Kevin Falcone

On Mon, Aug 22, 2011 at 03:45:20PM -0700, jessepdx wrote:
 
 i have a custom field named Location that contains an email address once
 it's extracted from the ticket 
 
 how would i make a scrip adds that custom field's content as an AdminCC on
 the ticket

You'll want to read about the AddWatcher method on a Ticket

-kevin


pgpBWHDJtH0f7.pgp
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Re: [rt-users] Help with Scrip to move a ticket into a new queue

2011-08-23 Thread Kenneth Crocker

Gilbert,

You might also want to remove the return 1; in the custom Condition code
since you have already set the condition as OnCreate. It isn't needed. I
don't know if it messes anything up, but I wouldn't leave anything in a
coded area that isn't needed.

Hope this helps.

Kenn
LBNL

On Tue, Aug 23, 2011 at 4:27 AM, Ruslan Zakirov r...@bestpractical.comwrote:

 You need 'return 1;' in preparation code.

 Regards, Ruslan. From phone.
 23.08.2011 3:16 пользователь Gilbert Rebeiro gilb...@dido.ca написал:

  Hi,
 
  I a queue called fr
 
  There is a simple autoreply that is bound to this queue.
 
  Scrip is setup:
 
  Condition: OnCreate
  Action: User defined
  Template: Autoreply
  Stage: TransactionCreate
  Custom condition: return 1;
  Custom action preparation code:
 
  Custom action cleanup code:
 
  # Change queue
  my $newqueue = 1.General;
  my $T_Obj = $self-TicketObj;
 
  $RT::Logger-info(Auto assign ticket #. $T_Obj-id . to queue #.
  $newqueue );
  my ($status, $msg) = $T_Obj-SetQueue($newqueue);
  unless ($status) {
  $RT::Logger-warning(unable to set new queue: $msg);
  return undef;
  }
  return 1;
 
  It is not a typo 1.General it is the proper name of the queue that I
  want new tickets to be moved to.
 
 
  Not sure what I am doing wrong but it doesn't work.
  Can anyone tell me how to debug this?
  Trace this?
 
  What am I doing wrong?
 
  Thanks,
  Gilbert.
  
  RT Training Sessions (http://bestpractical.com/services/training.html)
  * Chicago, IL, USA September 26  27, 2011
  * San Francisco, CA, USA October 18  19, 2011
  * Washington DC, USA October 31  November 1, 2011
  * Melbourne VIC, Australia November 28  29, 2011
  * Barcelona, Spain November 28  29, 2011

 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Chicago, IL, USA -- September 26  27, 2011
 *  San Francisco, CA, USA -- October 18  19, 2011
 *  Washington DC, USA -- October 31  November 1, 2011
 *  Melbourne VIC, Australia -- November 28  29, 2011
 *  Barcelona, Spain -- November 28  29, 2011


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
*  San Francisco, CA, USA  October 18  19, 2011
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*  Melbourne VIC, Australia  November 28  29, 2011
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] Which module or addon is responsible for the relation Diagram

2011-08-23 Thread Ruslan Zakirov

Hi,

Configure tarball on production with --with-graphviz option and run make
testdeps.

Regards, Ruslan. From phone.
11.08.2011 17:49 пользователь john s. firesk...@gmx.de написал:


 Hello everybody

 i have a problem

 currently we have to rt systems running an prod system and a test one.

 at the test system, i can click on the diagram relations from tickets if
the
 ticket has an parent or an child

 in the prod system the feature doesn't appear in the relations section

 so i tried to analyze the responsible thing for it but i can't find it

 is this a core feature from RT and maybe my settings aren't correct?

 or is it a addon or perl module version which is responsible for this
 feature ?


 best regards john s.






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[rt-users] rt-client ruby gem 0.4.0

2011-08-23 Thread Tom Lahti

I just pushed version 0.4.0 as a bug fix for 0.3.9

* fixed usersearch method to actually work ^^
* documented usersearch method and added it to the rtxmlsrv.rb XML-RPC service

--
Tom Lahti, SCMDBA, LPIC-1, CLA
BIT LLC
425-251-0833 x 117





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Re: [rt-users] Help with Scrip to move a ticket into a new queue

2011-08-23 Thread Gilbert Rebeiro


Excellent,, , it worked.
Many thanks to all that helped.

On 23/08/2011 11:14 AM, Kenneth Crocker wrote:

Gilbert,

You might also want to remove the return 1; in the custom Condition 
code since you have already set the condition as OnCreate. It isn't 
needed. I don't know if it messes anything up, but I wouldn't leave 
anything in a coded area that isn't needed.


Hope this helps.

Kenn
LBNL

On Tue, Aug 23, 2011 at 4:27 AM, Ruslan Zakirov r...@bestpractical.com 
mailto:r...@bestpractical.com wrote:


You need 'return 1;' in preparation code.

Regards, Ruslan. From phone.

23.08.2011 3:16  Gilbert Rebeiro gilb...@dido.ca
mailto:gilb...@dido.ca ???:

 Hi,

 I a queue called fr

 There is a simple autoreply that is bound to this queue.

 Scrip is setup:

 Condition: OnCreate
 Action: User defined
 Template: Autoreply
 Stage: TransactionCreate
 Custom condition: return 1;
 Custom action preparation code:

 Custom action cleanup code:

 # Change queue
 my $newqueue = 1.General;
 my $T_Obj = $self-TicketObj;

 $RT::Logger-info(Auto assign ticket #. $T_Obj-id . to queue
#.
 $newqueue );
 my ($status, $msg) = $T_Obj-SetQueue($newqueue);
 unless ($status) {
 $RT::Logger-warning(unable to set new queue: $msg);
 return undef;
 }
 return 1;

 It is not a typo 1.General it is the proper name of the queue
that I
 want new tickets to be moved to.


 Not sure what I am doing wrong but it doesn't work.
 Can anyone tell me how to debug this?
 Trace this?

 What am I doing wrong?

 Thanks,
 Gilbert.
 
 RT Training Sessions
(http://bestpractical.com/services/training.html)
 * Chicago, IL, USA September 26  27, 2011
 * San Francisco, CA, USA October 18  19, 2011
 * Washington DC, USA October 31  November 1, 2011
 * Melbourne VIC, Australia November 28  29, 2011
 * Barcelona, Spain November 28  29, 2011


RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA --- September 26  27, 2011
*  San Francisco, CA, USA --- October 18  19, 2011
*  Washington DC, USA --- October 31  November 1, 2011
*  Melbourne VIC, Australia --- November 28  29, 2011
*  Barcelona, Spain --- November 28  29, 2011





RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA --- September 26  27, 2011
*  San Francisco, CA, USA --- October 18  19, 2011
*  Washington DC, USA --- October 31  November 1, 2011
*  Melbourne VIC, Australia --- November 28  29, 2011
*  Barcelona, Spain --- November 28  29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26  27, 2011
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*  Barcelona, Spain  November 28  29, 2011

[rt-users] Rt 4.0.1 Time Report

2011-08-23 Thread Alex Rhys-Hurn

Hello Folks,I am still a very new RT user, but I am now making progress.I need to generate reports on time so that we can manage billing to customers. Thereport that I need is a total time worked per queue with a breakdown of time worked per ticket.I have seen two tools that may help at this URL: http://requesttracker.wikia.com/wiki/Contributions TimeWorked - Display a report with total time worked per queue/per user
 TimeWorkedReport - Display a report with total time worked per user per ticket for one or more queues.
These appear to only work with RT 3.6 - 3.8 and not 4.Can anybody confirm that these work with RT 4 and or propose another solution?Thank you very much.Alex-- Alex Rhys-Hurn | ITworX LimitedP.O. Box 1649, 00502, Karen, KenyaTel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541Web: www.itworx.co.ke

This e-mail contains confidential information or information belonging to ITworX Limited and is intended solely for the addressees. The opinions therein, explicit or implied, are solely those of the author and do not necessarily represent those of ITworX Limited as a company. The unauthorized disclosure, use, dissemination or copying (either Whole or partial) of this e-mail, or any information it contains, is prohibited. E-mails are susceptible to alteration and their integrity cannot be guaranteed. ITworX Limited shall not be liable for this e-mail if modified or falsified. If you are not the intended recipient of this e-mail, please delete it immediately from your system and notify the sender of the wrong delivery and the e-mail deletion.

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Re: [rt-users] Which module or addon is responsible for the relation Diagram

Re: [rt-users] Help with Scrip to move a ticket into a new queue

Re: [rt-users] Customize Ticket History

Re: [rt-users] Workflow for comments or changing CC to BCC

Re: [rt-users] Workflow for comments or changing CC to BCC

Re: [rt-users] Add AdminCC from custom field

Re: [rt-users] Help with Scrip to move a ticket into a new queue

Re: [rt-users] Which module or addon is responsible for the relation Diagram

[rt-users] rt-client ruby gem 0.4.0

Re: [rt-users] Help with Scrip to move a ticket into a new queue

[rt-users] Rt 4.0.1 Time Report

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