[rt-users] Costum Condition AdminCC Notification
Hello there. Maybe you can help me with this issue. I want RT only to send AdminCC Notifications on ticket create if the client is not equal to the owner. I need it because, if an admin creates a ticket on his own behalf, the other admins should not be notified. Thank you in advance Cheers Chris 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
Re: [rt-users] Costum Condition AdminCC Notification
Chris,
I would guess client == Requestor?
I would disable the scrip On Create notify AdminCC and create a new one with
Action Notify Admin but with User defined condition.
Your condition code will depend how you can distinguish that the requestor is
not a member of the admincc group, for example if you expect the requestors to
be from a different domain to your admin cc you can try;
If ($self-TransactionObj-Type eq ‘Create’ and
$self-TicketObj-Requestors-MemberEmailAddressesAsString !~
/your_admincc_\@domain/) {
return 1;
} else {
return undef;
}
Roy
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From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christian Bauer
Sent: 09 September 2011 10:09
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Costum Condition AdminCC Notification
Hello there.
Maybe you can help me with this issue.
I want RT only to send AdminCC Notifications on ticket create if the client is
not equal to the owner.
I need it because, if an admin creates a ticket on his own behalf, the other
admins should not be notified.
Thank you in advance
Cheers
Chris
inline: image76a71f.GIF
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
Re: [rt-users] Costum Condition AdminCC Notification
Hi, On Create, but creator is not owner: my $txn = self-TransactionObj; return 0 unless $txn-Type eq 'Create'; return 0 if $txn-Creator == $self-TicketObj-Owner; return 1; On Fri, Sep 9, 2011 at 1:08 PM, Christian Bauer sa...@rise-against.eu wrote: Hello there. Maybe you can help me with this issue. I want RT only to send AdminCC Notifications on ticket create if the client is not equal to the owner. I need it because, if an admin creates a ticket on his own behalf, the other admins should not be notified. Thank you in advance Cheers Chris 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 -- Best regards, Ruslan. 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-users] Clarifying custom field attachments
Can someone help clarify using custom fields? I'm playing around with RT and don't get what attaching custom fields to anything other than a Ticket gets you. I've created a few custom queues and have created custom fields to appear in their tickets, but I always create a custom field that relates to a Ticket then select which queues it should apply to. What am I missing? Steve Cena 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
Re: [rt-users] Unprivileged Users Change password
Hey Kevin, Is Modify Self supposed to grant the Unprivileged user the ability to change their information? All I have is the password for them -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, September 08, 2011 5:30 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Unprivileged Users Change password On Thu, Sep 08, 2011 at 05:20:51PM -0400, Christopher Lasater wrote: Not sure if this is a bug, but if I have an LDAP user imported, they have the option to change their password, while the Privileged Users do not. This is kind of unusual because you can create a local account with one password and your ldap be different and you can log in with either. The only bad side effect with this is that if the LDAP account is disabled then they can still access RT with the second password. RT 4.0.2 This is actually a property of RT-Authen-ExternalAuth, not RT. It could hide that field for Unprivileged users, but you may want to just remove the ModifySelf right from Unprivileged and only grant it to Privileged. -kevin PGP.sig Description: PGP signature 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-users] search for tickets with Date or Told Not set
Hello, I would like to search for tickets with Last Contact: Not set. i.e Told = 'Not set' or Told IS NULL in the query builder. Neither of the above return any tickets. This is an issues in RT 3.8 and I can reproduce the issues with the demo sites that run 4.0 and 4.2. The issue is part of specific query which is intended to check for tickets which have not had requestor contact for a week. i.e. Told '-7 days' The above does not return the ticket where there has been no contact with the requestor by the owner since Last Contact: Not set I have searched this list, wiki and google without success. Thanks Richard 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
Re: [rt-users] Clarifying custom field attachments
On Fri, Sep 09, 2011 at 09:38:04AM -0400, Cena, Stephen (ext. 300) wrote: Can someone help clarify using custom fields? I'm playing around with RT and don't get what attaching custom fields to anything other than a Ticket gets you. I've created a few custom queues and have created custom fields to appear in their tickets, but I always create a custom field that relates to a Ticket then select which queues it should apply to. Make one for users, click on Applies To and apply it globally and then go edit a user. It's similar for queues or groups. Article CFs are discussed in the articles_introduction.pod -kevin pgpVcUNygXIRf.pgp Description: PGP signature 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
Re: [rt-users] Unprivileged Users Change password
On Fri, Sep 09, 2011 at 10:09:22AM -0400, Christopher Lasater wrote: Is Modify Self supposed to grant the Unprivileged user the ability to change their information? All I have is the password for them The only thing an Unprivileged user can change is their password. Giving them ModifySelf when you have an external password store isn't really useful. -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, September 08, 2011 5:30 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Unprivileged Users Change password On Thu, Sep 08, 2011 at 05:20:51PM -0400, Christopher Lasater wrote: Not sure if this is a bug, but if I have an LDAP user imported, they have the option to change their password, while the Privileged Users do not. This is kind of unusual because you can create a local account with one password and your ldap be different and you can log in with either. The only bad side effect with this is that if the LDAP account is disabled then they can still access RT with the second password. RT 4.0.2 This is actually a property of RT-Authen-ExternalAuth, not RT. It could hide that field for Unprivileged users, but you may want to just remove the ModifySelf right from Unprivileged and only grant it to Privileged. pgpNPbghjG6Uk.pgp Description: PGP signature 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
Re: [rt-users] search for tickets with Date or Told Not set
On Fri, Sep 09, 2011 at 03:34:28PM +0100, Richard McMahon wrote: Hello, I would like to search for tickets with Last Contact: Not set. i.e Told = 'Not set' or Told IS NULL in the query builder. Neither of the above return any tickets. This is an issues in RT 3.8 and I can reproduce the issues with the demo sites that run 4.0 and 4.2. The issue is part of specific query which is intended to check for tickets which have not had requestor contact for a week. i.e. Told '-7 days' The above does not return the ticket where there has been no contact with the requestor by the owner since Last Contact: Not set I have searched this list, wiki and google without success. As I believe I mentioned on #rt when you asked this question, the TicketSQL parser only accepts a few operators on Date fields. die Invalid Date Op: $op unless $op =~ /^(=|||=|=)$/; If you read your logs, you should be seeing: [Fri Sep 9 15:19:08 2011] [error]: Invalid Date Op: IS You can file a feature request in the bug tracker: http://bestpractical.com/rt/issues.html -kevin pgptptDGC0bkn.pgp Description: PGP signature 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-users] SQL syntax error when creating database
I am getting the following error when attempting to create the database: sudo /usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: User: rtuser DBA:root Now creating a mysql database for RT. Couldn't finish 'create' step. ERROR: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1 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
Re: [rt-users] SQL syntax error when creating database
On Fri, Sep 09, 2011 at 10:28:29AM -0500, Raymond Norton wrote: I am getting the following error when attempting to create the database: It appears you're using one of the packaged versions of RT? You also didn't include an RT version or a mysql version. You may get more information out of RT by setting Set($LogToScreen, 'debug') in your RT_SiteConfig.pm -kevin sudo /usr/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: User: rtuser DBA:root Now creating a mysql database for RT. Couldn't finish 'create' step. ERROR: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '' at line 1 pgpeUTD5h45fh.pgp Description: PGP signature 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
Re: [rt-users] Custom field values based on queue?
Jim, I have a Custom Field named Work-State. It is used by many, many Queues. Not all Queues have the same processes that would be defined in Work-State, therefore, each Queue can distinguish THEIR values in Work-State by making them all part of a category that is different that the others. In this case, they use their Queue Name as the Category. So, the CF Work-State has several Queues using a different set of values differentiated by the category (their Queue Name). Simple, right? LOL. Here's an example: sort field name(value) descript category 10 In-Progress GL 20 On HoldGL 110Waiting for Req AP 120Waiting for Decision AP When in a TIcket, the display screen/page offers the user a chance to select the category. SO let's select AP. The only values I will then see will be the Waiting ... values. Does that make it a little clearer? Kenn LBNL On Fri, Sep 9, 2011 at 7:12 AM, Jim Lesinski jim.lesin...@gmail.com wrote: Sorry about that last email. I pulled the trigger too quickly! So do you mean you have one custom field that is the same as the queue name and base the other custom field on this? Or does the custom field actually use the queue name? Thanks, Jim On Thu, Sep 8, 2011 at 6:33 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Jim, What we do when we have a CF that needs different values per Queue is put the Queue Name in the Category Field of the CF and then when someone wants to select, they select the Category first, then they see a smaller list to select from based oin that Category/Queue Id. I'm not sure if this is what you're looking for, but it's a thought. Hope it helps. Kenn LBNL On Thu, Sep 8, 2011 at 2:55 PM, Jim Lesinski jim.lesin...@gmail.comwrote: Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email? Maybe the description can be used to determine the field In the ui? Thanks, Jim Lesinski On Sep 8, 2011, at 11:14 PM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: Is it possible to base custom field values on the queue? I see that you can have cascading drop down lists based on a previously selected custom field value. I'd like the same thing but starting at the queue level. Custom Fields can be assigned on a queue vs global basis, so just create one for each queue with different values. They're allowed to have the same name in each queue, but you may find it a bit confusing if you're writing code around it and forget to specify a queue. -kevin 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 * 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
Re: [rt-users] Unprivileged Users Change password
Ok, thanks. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 09, 2011 11:14 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Unprivileged Users Change password On Fri, Sep 09, 2011 at 10:09:22AM -0400, Christopher Lasater wrote: Is Modify Self supposed to grant the Unprivileged user the ability to change their information? All I have is the password for them The only thing an Unprivileged user can change is their password. Giving them ModifySelf when you have an external password store isn't really useful. -kevin PGP.sig Description: PGP signature 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
Re: [rt-users] Custom field values based on queue?
What Kevin describes works. However, search by such CFs is slow if you don't qualify queue in TicketSQL. Yes, there is a long form of query where you define not only CF name, but also queue of the CF. Such setup is used in RTIR for State custom field that is going to be replaced by lifecycles. Another way is to implement custom CF type, but this involves programming. Regards, Ruslan. From phone. 09.09.2011 4:58 пользователь Kevin Falcone falc...@bestpractical.com написал: On Thu, Sep 08, 2011 at 11:55:49PM +0200, Jim Lesinski wrote: Ok that seems odd to me. How do you distinguish the field then if you want to access it via API or other methods like controls by email? RT::CustomField-LoadByName is documented to expect a Queue, you can read about it in the perldoc. Extensions should load the CF off the ticket's queue. -kevin Maybe the description can be used to determine the field In the ui? Thanks, Jim Lesinski On Sep 8, 2011, at 11:14 PM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote: Is it possible to base custom field values on the queue? I see that you can have cascading drop down lists based on a previously selected custom field value. I'd like the same thing but starting at the queue level. Custom Fields can be assigned on a queue vs global basis, so just create one for each queue with different values. They're allowed to have the same name in each queue, but you may find it a bit confusing if you're writing code around it and forget to specify a queue. 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
