[rt-users] CLI Scripting Question
Good morning, I am currently writing a few scripts for internal usage to faciliate some Scrum like pattern within RT. One script does create timeLeft Sums on all tickets of a given sprint (which is a parent ticket). While all and all this works great, I have a little question regarding RT::Ticket: The main loop of the script should look for all tickets starting with the text Sprint, doing about this: my $tickets = RT::Tickets-new(RT-SystemUser); $tickets-LimitQueue( VALUE = $queueName ); $tickets-LimitStatus( VALUE = 'new' ); $tickets-LimitStatus( VALUE = 'open' ); $tickets-LimitSubject( VALUE = Sprint %, OPERATOR = 'LIKE' ); $tickets-OrderBy( FIELD = 'Id', ORDER = 'ASC' ); Unfortunalety, the LIKE operation seems to enclose the search pattern into wildcards as well, thus finding all tickets which contain the string Sprint anywhere in the ticket, not just in the subject. The operator STARTSWITH is not accepted, although specifying STARTSWITH in an extended query in RT does yield the expected result. Any hints how I can solve this? Best regards, Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.neh...@cancom.demailto:torben.neh...@cancom.de www.cancom.dehttp://www.cancom.de/ CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Geschäftsführer: Martin Mayr, Tobias Hörmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] Generating tickets by redirecting mail
Hallo, I am new on this list and I did not find a solution to our problem in the mailing list's archive, sorry I have overlooked something. We have just started using RT and are generally quite happy with our setup. We provide a web interface for one support queue that generates tickets, this works well. However, we occasionally want to open a case based on a mail we have received from a user (who does not have an RT account). Forwarding the mail to RT works but the content of tickets generated in this way is awkward to read due to the indentations (quoted text). Redirecting the mail (an option of our mail client) yields a properly formatted mail, also it sets the original author as requestor - which we find useful. Unfortunately, it requires that everybody needs to have the right to create tickets. Is it possible to work around this problem, e.g. have RT check that the redirected mail was originally sent to one of RT's regular users? Many thanks in advance for any help with this, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de smime.p7s Description: S/MIME cryptographic signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] Generating tickets by redirecting mail
Hi, Welcome to the list :) In general, an unprivileged user needs create rights on the incoming queue (the one where RT mail is send to). This is the best way to have e-mail from non users to be received/created by RT. After that your regular users are then required to send e-mail to your RT address and it should all be good. However, there are moments where e-mail gets send to a personal e-mail address where it should have gone into RT (or something like that). In those cases the best way that we've found is to redirect the specific e-mail to RT's e-mail address. That way RT will receive the mail as if it was initially meant for RT and the original requestor gets an AutoReply with his/her ticket number. This redirect feature is something most e-mail clients support, for ThunderBird you need this plugin ( https://addons.mozilla.org/en-US/thunderbird/addon/mail-redirect/ ). With Apple's mail client it's a button which you can add to your interface (feature is build in, you can see it in the menu under Message -- Redirect). And last but not least, for MS Outlook you'll have to use the option Resend e-mail/message ( some more info: http://email.about.com/od/outlooktips/qt/et_redirect.htm ). Doing the redirect instead of a forward makes sure that the original e-mail stays in tact, the requestor is set to the person initially sending the e-mail, and the requestor will receive an AutoReply with his/her ticket number for future reference. For as far as I know this is the cleanest way of achieving this. -- Bart Op 29 november 2011 08:17 schreef Stefan Vollmar voll...@nf.mpg.de het volgende: Hallo, I am new on this list and I did not find a solution to our problem in the mailing list's archive, sorry I have overlooked something. We have just started using RT and are generally quite happy with our setup. We provide a web interface for one support queue that generates tickets, this works well. However, we occasionally want to open a case based on a mail we have received from a user (who does not have an RT account). Forwarding the mail to RT works but the content of tickets generated in this way is awkward to read due to the indentations (quoted text). Redirecting the mail (an option of our mail client) yields a properly formatted mail, also it sets the original author as requestor - which we find useful. Unfortunately, it requires that everybody needs to have the right to create tickets. Is it possible to work around this problem, e.g. have RT check that the redirected mail was originally sent to one of RT's regular users? Many thanks in advance for any help with this, Stefan -- Dr. Stefan Vollmar, Dipl.-Phys. Head of IT group Max-Planck-Institut für neurologische Forschung Gleuelerstr. 50, 50931 Köln, Germany Tel.: +49-221-4726-213 FAX +49-221-4726-298 Tel.: +49-221-478-5713 Mobile: 0160-93874279 Email: voll...@nf.mpg.de http://www.nf.mpg.de RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] CLI Scripting Question
Could you try this condition: $tickets-LimitSubject( VALUE = “*^*Sprint %”, OPERATOR = 'LIKE' ); -- Bart Op 29 november 2011 09:12 schreef Nehmer Torben torben.neh...@cancom.dehet volgende: Good morning, ** ** I am currently writing a few scripts for internal usage to faciliate some Scrum like pattern within RT. One script does create timeLeft Sums on all tickets of a given sprint (which is a parent ticket). While all and all this works great, I have a little question regarding RT::Ticket: ** ** The main loop of the script should look for all tickets starting with the text “Sprint”, doing about this: ** ** my $tickets = RT::Tickets-new(RT-SystemUser); $tickets-LimitQueue( VALUE = $queueName ); $tickets-LimitStatus( VALUE = 'new' ); $tickets-LimitStatus( VALUE = 'open' ); $tickets-LimitSubject( VALUE = “Sprint %”, OPERATOR = 'LIKE' ); $tickets-OrderBy( FIELD = 'Id', ORDER = 'ASC' ); ** ** Unfortunalety, the LIKE operation seems to enclose the search pattern into wildcards as well, thus finding all tickets which contain the string “Sprint” anywhere in the ticket, not just in the subject. ** ** The operator “STARTSWITH” is not accepted, although specifying STARTSWITH in an extended query in RT does yield the expected result. ** ** Any hints how I can solve this? ** ** Best regards, Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.neh...@cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Geschäftsführer: Martin Mayr, Tobias Hörmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! ** ** RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] The RT Wiki - Restructure (start using categories?)
Hi, I've created an account on Wikia in order to do some editing on the RT wiki: - http://requesttracker.wikia.com/wiki/HomePage There are a few things that I want to add, but I'm kinda confused by the structure O_o I've noticed that only a handfull of articles contain a categorie, these categories are viewable on this page: - http://requesttracker.wikia.com/wiki/Special:Categories These categories are a nice way of structuring content, people only have to add a page with the proper categorie and it will be displayed on the categorie page. In addition you have the ability to add specific information/explanation to each categorie page as shown on this page: - http://requesttracker.wikia.com/wiki/Category:3.8.9 The thing I'm missing on the main page is a link to all categories, this would make browsing the wiki allot easier. In addition what I'm missing is a structure of the categories + allot of pages aren't categorized. I feel that the structure could be better, and with a better structure it would make adding articles allot easier + they will become visible by simply viewing a categorie specific page where everything is alphabetized (no need for creating a link to article X on certain pages). If I were to think-up a structure and start to re-organize the categories (edit pages to point to the new structure), would this upset someone (I hope not ^_^)? I'd first want to roughly draw the categorie structure and verify it with the mailing-lists before starting to edit anything. (basically think before act) Let me know your thoughts, I feel that I have some time to work on the wiki so hopefully with some input from others it will be possible to freshen up the wiki. -- Bart RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] rt-crontool - increase the value of a CF.
Hi,
I've created a bash script which will do what I want it to do, using the RT
Tool since this ended up being the easiest for me (I'll look into improving
this further, but for now this works).
Below the code of what I've created:
#!/bin/bash
for i in `/opt/rt4/bin/rt ls -t ticket Status!='resolved' and
Status!='rejected' and Status!='spam' and Status!='deleted' -f status |
grep ^[0-9] | cut -f 1`; do
status=`/opt/rt4/bin/rt ls -t ticket id=$i -f status | grep ^[0-9] |
cut -f 2`
cnew=`/opt/rt4/bin/rt ls -t ticket id=$i -f CF-'Counter New' | grep
^[0-9] | cut -f 2`
copen=`/opt/rt4/bin/rt ls -t ticket id=$i -f CF-'Counter Open' | grep
^[0-9] | cut -f 2`
if [ $status = new ]
then
cnew=$(( $cnew + 5 ))
/opt/rt4/bin/rt edit ticket/$i set CF-'Counter New'=$cnew
fi
if [ $status = open ]
then
copen=$(( $copen + 5 ))
/opt/rt4/bin/rt edit ticket/$i set CF-'Counter Open'=$copen
fi
done
In the for statement I'm listing all the ticket ID's.
Then I'm extracting specific fields from the ticket by looking it up, I've
found that I need to somehow do it this way because when fields are empty
the entire scrip kinda breaks (e.g. if I put the output into an array, the
array expects space separated input and it will not understand when 1 field
is empty).
Thus, even if it's kinda ugly I request information three times.
From there an if statement checks the ticket status, for each status it
will do almost the same (again, I'll probably make this nicer) and increase
the value of the counter CF by 5 (for 5 minutes).
The downside of this script is that it isn't exactly fast, takes roughly
1 second for each ticket. In our case a typical daily active tickets in
queue are roughly 120 so it will take 2 minutes to run. Since we run it
every 5 minutes this is (barely) within the allowed time.
As for improvements, next step is to make this scrip faster and probably do
things via the RT-Crontool.
But for now I'm happy with this :-) (this gives me some time to think-up a
better solution)
-- Bart
Op 23 november 2011 20:29 schreef Bart b...@pleh.info het volgende:
Did some reading on the RT-Tool page (
http://requesttracker.wikia.com/wiki/UseRtTool ) and found this command:
bin/rt list -i Queue = 'testqueue' | bin/rt edit - set status=resolved
I'm lacking the documentation and our test environment a.t.m. (am at
home). So I'll do some experimenting in the test environment tomorrow at
work, hopefully it will show me some nice results ^_^
-- Bart
Op 23 november 2011 19:57 schreef Bart b...@pleh.info het volgende:
Hi Yan,
I'll also have a look at the rt script and see if I can manage it using
that, thanks :)
-- Bart
Op 23 november 2011 19:50 schreef Yan Seiner y...@seiner.com het
volgende:
Wouldn't this work (snippet from a bigger script):
# and set custom fields
/opt/rt4/bin/rt edit ticket/${ticket} set
'CF.{contractor}'=${contractor}
/opt/rt4/bin/rt edit ticket/${ticket} set 'CF.{amount}'=${amount}
That's how I set custom fields. You could get the value that way,
increment it or whatever in a script, and then set it again.
On Wed, November 23, 2011 10:23 am, Bart wrote:
Hi Kevin,
Thanks for the reply,
Guess I'll have to learn Perl a bit more then and experiment a little
with
this.
Will post the results once I've gained some progress.
-- Bart
Op 23 november 2011 18:08 schreef Kevin Falcone
falc...@bestpractical.comhet volgende:
On Wed, Nov 23, 2011 at 05:25:01PM +0100, Bart wrote:
I've then created a simple rt-crontool command to see if I could
find
a ticket and if I could
set a value when I found that ticket. This worked as well, below
the
result:
/opt/rt4/bin/rt-crontool \
--search RT::Search::FromSQL \
--search-arg status = 'open' \
--action RT::Action::SetPriority --action-arg 3 \
--verbose
So now for the question(s):
* First a simple one, how do I set a value for a custom field?
* And the more difficult one, how do I increase a value instead
of
replacing it? (adding +
or something like that doesn't seem to work)
Hopefully this is possible with the rt-crontool, if not then I'd
like
to hear your thoughts on
how I'd be able to do the above in a different manner.
Unfortunately, you'll need to write your own RT::Action to change the
CF
You could turn this into a pretty trivial perl script using the RT API
and calling $tickets-FromSQL(status = 'open') and then iterating
the list to call AddCustomFieldValue
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html
)
* Barcelona, Spain — November 28 29, 2011
!DSPAM:4ecd3a6094962612618147!
RT Training Sessions (http://bestpractical.com/services/training.html)
* Barcelona, Spain ? November 28 29, 2011
!DSPAM:4ecd3a6094962612618147!
--
Pain is temporary.
Re: [rt-users] The RT Wiki - Restructure (start using categories?)
Hello Bart, It would be great to see more structure on the wiki. I think wiki chief editor position is vacant, unfortunately it's not paid, but much appreciated. On Tue, Nov 29, 2011 at 2:54 PM, Bart b...@pleh.info wrote: Hi, I've created an account on Wikia in order to do some editing on the RT wiki: http://requesttracker.wikia.com/wiki/HomePage There are a few things that I want to add, but I'm kinda confused by the structure O_o I've noticed that only a handfull of articles contain a categorie, these categories are viewable on this page: http://requesttracker.wikia.com/wiki/Special:Categories These categories are a nice way of structuring content, people only have to add a page with the proper categorie and it will be displayed on the categorie page. In addition you have the ability to add specific information/explanation to each categorie page as shown on this page: http://requesttracker.wikia.com/wiki/Category:3.8.9 The thing I'm missing on the main page is a link to all categories, this would make browsing the wiki allot easier. In addition what I'm missing is a structure of the categories + allot of pages aren't categorized. I feel that the structure could be better, and with a better structure it would make adding articles allot easier + they will become visible by simply viewing a categorie specific page where everything is alphabetized (no need for creating a link to article X on certain pages). If I were to think-up a structure and start to re-organize the categories (edit pages to point to the new structure), would this upset someone (I hope not ^_^)? I'd first want to roughly draw the categorie structure and verify it with the mailing-lists before starting to edit anything. (basically think before act) Let me know your thoughts, I feel that I have some time to work on the wiki so hopefully with some input from others it will be possible to freshen up the wiki. -- Bart RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] CLI Scripting Question
On Tue, Nov 29, 2011 at 12:41 PM, Bart b...@pleh.info wrote: Could you try this condition: $tickets-LimitSubject( VALUE = “^Sprint %”, OPERATOR = 'LIKE' ); It wouldn't work. Most times it's easier to use $tickets-FromSQL(Queue = 'x' AND (Status ...)) instead of Limit* calls. LIKE adding % around arguments is historical thing. Use MATCHES. -- Bart Op 29 november 2011 09:12 schreef Nehmer Torben torben.neh...@cancom.de het volgende: Good morning, I am currently writing a few scripts for internal usage to faciliate some Scrum like pattern within RT. One script does create timeLeft Sums on all tickets of a given sprint (which is a parent ticket). While all and all this works great, I have a little question regarding RT::Ticket: The main loop of the script should look for all tickets starting with the text “Sprint”, doing about this: my $tickets = RT::Tickets-new(RT-SystemUser); $tickets-LimitQueue( VALUE = $queueName ); $tickets-LimitStatus( VALUE = 'new' ); $tickets-LimitStatus( VALUE = 'open' ); $tickets-LimitSubject( VALUE = “Sprint %”, OPERATOR = 'LIKE' ); $tickets-OrderBy( FIELD = 'Id', ORDER = 'ASC' ); Unfortunalety, the LIKE operation seems to enclose the search pattern into wildcards as well, thus finding all tickets which contain the string “Sprint” anywhere in the ticket, not just in the subject. The operator “STARTSWITH” is not accepted, although specifying STARTSWITH in an extended query in RT does yield the expected result. Any hints how I can solve this? Best regards, Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 8225 - 996-1118 Fax: +49 8225 - 996-41118 torben.neh...@cancom.de www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Geschäftsführer: Martin Mayr, Tobias Hörmann Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] The RT Wiki - Restructure (start using categories?)
Hi, Not sure if I should be in such a position, I'm just teh new guy ^_~ Maybe when I've actually done some work on the wiki, but for now I wouldn't feel qualified for that title (need to prove myself first I guess). But I do want to help think of a way to structure the wiki and modify it so that everyone can easily add a new page. (and do the work where needed) Where they only have to add the proper category for that page to be shown in a certain listing. (ease of use being the key) I've also noticed that Wikia has some features to help a community (achievements, etc.), might be nice to add those to the RT wiki in order to motivate everyone to submit/edit content. -- Bart Op 29 november 2011 12:31 schreef Ruslan Zakirov r...@bestpractical.comhet volgende: Hello Bart, It would be great to see more structure on the wiki. I think wiki chief editor position is vacant, unfortunately it's not paid, but much appreciated. On Tue, Nov 29, 2011 at 2:54 PM, Bart b...@pleh.info wrote: Hi, I've created an account on Wikia in order to do some editing on the RT wiki: http://requesttracker.wikia.com/wiki/HomePage There are a few things that I want to add, but I'm kinda confused by the structure O_o I've noticed that only a handfull of articles contain a categorie, these categories are viewable on this page: http://requesttracker.wikia.com/wiki/Special:Categories These categories are a nice way of structuring content, people only have to add a page with the proper categorie and it will be displayed on the categorie page. In addition you have the ability to add specific information/explanation to each categorie page as shown on this page: http://requesttracker.wikia.com/wiki/Category:3.8.9 The thing I'm missing on the main page is a link to all categories, this would make browsing the wiki allot easier. In addition what I'm missing is a structure of the categories + allot of pages aren't categorized. I feel that the structure could be better, and with a better structure it would make adding articles allot easier + they will become visible by simply viewing a categorie specific page where everything is alphabetized (no need for creating a link to article X on certain pages). If I were to think-up a structure and start to re-organize the categories (edit pages to point to the new structure), would this upset someone (I hope not ^_^)? I'd first want to roughly draw the categorie structure and verify it with the mailing-lists before starting to edit anything. (basically think before act) Let me know your thoughts, I feel that I have some time to work on the wiki so hopefully with some input from others it will be possible to freshen up the wiki. -- Bart RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] The RT Wiki - Restructure (start using categories?)
Here's some info on categories: - http://help.wikia.com/wiki/Help:Category And an example of how a proper categorie page would look like: - http://help.wikia.com/wiki/Category:Help Mind you that both the sub categories + the pages are automatically displayed. Only the text in the beginning is custom (since the category page is also just a wiki page with some special features). In general categories are flat (only one level) but when you make sub-category by making a category page member of another category. (as you can see in the above help page, you'll notice at te bottom of that page that category pages are also member of other categories) This in general allows you to create a decent structure + a simple main category page where people can browse the content. With that in mind you can make a nice structure which will make adding new content quite easy. -- Bart Op 29 november 2011 12:50 schreef Bart b...@pleh.info het volgende: Hi, Not sure if I should be in such a position, I'm just teh new guy ^_~ Maybe when I've actually done some work on the wiki, but for now I wouldn't feel qualified for that title (need to prove myself first I guess). But I do want to help think of a way to structure the wiki and modify it so that everyone can easily add a new page. (and do the work where needed) Where they only have to add the proper category for that page to be shown in a certain listing. (ease of use being the key) I've also noticed that Wikia has some features to help a community (achievements, etc.), might be nice to add those to the RT wiki in order to motivate everyone to submit/edit content. -- Bart Op 29 november 2011 12:31 schreef Ruslan Zakirov r...@bestpractical.comhet volgende: Hello Bart, It would be great to see more structure on the wiki. I think wiki chief editor position is vacant, unfortunately it's not paid, but much appreciated. On Tue, Nov 29, 2011 at 2:54 PM, Bart b...@pleh.info wrote: Hi, I've created an account on Wikia in order to do some editing on the RT wiki: http://requesttracker.wikia.com/wiki/HomePage There are a few things that I want to add, but I'm kinda confused by the structure O_o I've noticed that only a handfull of articles contain a categorie, these categories are viewable on this page: http://requesttracker.wikia.com/wiki/Special:Categories These categories are a nice way of structuring content, people only have to add a page with the proper categorie and it will be displayed on the categorie page. In addition you have the ability to add specific information/explanation to each categorie page as shown on this page: http://requesttracker.wikia.com/wiki/Category:3.8.9 The thing I'm missing on the main page is a link to all categories, this would make browsing the wiki allot easier. In addition what I'm missing is a structure of the categories + allot of pages aren't categorized. I feel that the structure could be better, and with a better structure it would make adding articles allot easier + they will become visible by simply viewing a categorie specific page where everything is alphabetized (no need for creating a link to article X on certain pages). If I were to think-up a structure and start to re-organize the categories (edit pages to point to the new structure), would this upset someone (I hope not ^_^)? I'd first want to roughly draw the categorie structure and verify it with the mailing-lists before starting to edit anything. (basically think before act) Let me know your thoughts, I feel that I have some time to work on the wiki so hopefully with some input from others it will be possible to freshen up the wiki. -- Bart RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] Persistent sessions
Hello Yan, Are you still struggling with setting up auto-login, go to search and refresh page? Try link like the following as a start: http://localhost:/?user=rootpass=passwordq=general In RT 4 it logs in and redirects to the search. On Tue, Nov 29, 2011 at 2:24 AM, Yan Seiner y...@seiner.com wrote: On Mon, November 28, 2011 2:05 pm, Yan Seiner wrote: Is anyone aware of an extension that works as a status board or info board? Following up on this, is there any way to get RT to go directly to a specific search result (instead of home page) and also directly to the history display of a ticket, both from the login? Thanks! -- Pain is temporary. It may last a minute, or an hour, or a day, or a year, but eventually it will subside and something else will take its place. If I quit, however, it lasts forever. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] The RT Wiki - Restructure (start using categories?)
On Tue, Nov 29, 2011 at 3:50 PM, Bart b...@pleh.info wrote: Not sure if I should be in such a position, I'm just teh new guy ^_~ Maybe when I've actually done some work on the wiki, but for now I wouldn't feel qualified for that title (need to prove myself first I guess). Perfect candidate. Candidate should be newbie and be always in need for help and figuring out things about RT constantly, so you end up using wiki a lot. Only one rule: don't destroy work other people have done. Move it around, re-organize, bring fresh info closer to the top of the page and do other refactorings, but don't destroy work. That's it. -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] The RT Wiki - Restructure (start using categories?)
I was one of the early contributors in that post, about 5 years ago, and while I'm about to redeploy 4.0 as a test, I haven't been using RT much in the interim; I admit I spent more time on content than categorization, though. Categories are handy. - Original Message - From: Ruslan Zakirov r...@bestpractical.com To: Bart b...@pleh.info Cc: rt-users@lists.bestpractical.com Sent: Tuesday, November 29, 2011 6:31:07 AM Subject: Re: [rt-users] The RT Wiki - Restructure (start using categories?) Hello Bart, It would be great to see more structure on the wiki. I think wiki chief editor position is vacant, unfortunately it's not paid, but much appreciated. On Tue, Nov 29, 2011 at 2:54 PM, Bart b...@pleh.info wrote: Hi, I've created an account on Wikia in order to do some editing on the RT wiki: http://requesttracker.wikia.com/wiki/HomePage There are a few things that I want to add, but I'm kinda confused by the structure O_o I've noticed that only a handfull of articles contain a categorie, these categories are viewable on this page: http://requesttracker.wikia.com/wiki/Special:Categories These categories are a nice way of structuring content, people only have to add a page with the proper categorie and it will be displayed on the categorie page. In addition you have the ability to add specific information/explanation to each categorie page as shown on this page: http://requesttracker.wikia.com/wiki/Category:3.8.9 The thing I'm missing on the main page is a link to all categories, this would make browsing the wiki allot easier. In addition what I'm missing is a structure of the categories + allot of pages aren't categorized. I feel that the structure could be better, and with a better structure it would make adding articles allot easier + they will become visible by simply viewing a categorie specific page where everything is alphabetized (no need for creating a link to article X on certain pages). If I were to think-up a structure and start to re-organize the categories (edit pages to point to the new structure), would this upset someone (I hope not ^_^)? I'd first want to roughly draw the categorie structure and verify it with the mailing-lists before starting to edit anything. (basically think before act) Let me know your thoughts, I feel that I have some time to work on the wiki so hopefully with some input from others it will be possible to freshen up the wiki. -- Bart RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] RTx::Calendar in rt4
Has anyone ported the Calendar plugin to rt4? I installed it in the new version (4.0.4). It shows on the home screen, but there is not a link to the full calendar on the home screen as it was in 3.8.7. I did some research and found that the error we get when clicking on: could not find component for path '/Ticket/Elements/Tabs' is related to the difference between the new interface in rt4 and the old one. I found some discussions on the list about other plugins relating to Default vs. Privileged in the Tabs directories, but have yet to get my head around the exact way to fix it. I am sure it is something pretty simple, but need a little direction. If anyone has already done this and would like to share, it would be appreciated, if not, any input will be very helpful. Thanks! Joe RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] RTx::Calendar in rt4
On Tue, Nov 29, 2011 at 11:08:03AM -0500, Joe Harris wrote: Has anyone ported the Calendar plugin to rt4? I installed it in the new version (4.0.4). It shows on the home screen, but there is not a link to the full calendar on the home screen as it was in 3.8.7. I did some research and found that the error we get when clicking on: could not find component for path '/Ticket/Elements/Tabs' is related to the difference between the new interface in rt4 and the old one. I found some discussions on the list about other plugins relating to Default vs. Privileged in the Tabs directories, but have yet to get my head around the exact way to fix it. I am sure it is something pretty simple, but need a little direction. If anyone has already done this and would like to share, it would be appreciated, if not, any input will be very helpful. You can just grab the last one from git which fixes this tabs problem: https://github.com/bestpractical/rtx-calendar RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] The RT Wiki - Restructure (start using categories?)
I'll make an initial concept of a structure with some additional explanation on what I have in mind. Should be done tomorrow I think. -- Bart Op 29 november 2011 15:41 schreef Jay Ashworth j...@baylink.com het volgende: I was one of the early contributors in that post, about 5 years ago, and while I'm about to redeploy 4.0 as a test, I haven't been using RT much in the interim; I admit I spent more time on content than categorization, though. Categories are handy. - Original Message - From: Ruslan Zakirov r...@bestpractical.com To: Bart b...@pleh.info Cc: rt-users@lists.bestpractical.com Sent: Tuesday, November 29, 2011 6:31:07 AM Subject: Re: [rt-users] The RT Wiki - Restructure (start using categories?) Hello Bart, It would be great to see more structure on the wiki. I think wiki chief editor position is vacant, unfortunately it's not paid, but much appreciated. On Tue, Nov 29, 2011 at 2:54 PM, Bart b...@pleh.info wrote: Hi, I've created an account on Wikia in order to do some editing on the RT wiki: http://requesttracker.wikia.com/wiki/HomePage There are a few things that I want to add, but I'm kinda confused by the structure O_o I've noticed that only a handfull of articles contain a categorie, these categories are viewable on this page: http://requesttracker.wikia.com/wiki/Special:Categories These categories are a nice way of structuring content, people only have to add a page with the proper categorie and it will be displayed on the categorie page. In addition you have the ability to add specific information/explanation to each categorie page as shown on this page: http://requesttracker.wikia.com/wiki/Category:3.8.9 The thing I'm missing on the main page is a link to all categories, this would make browsing the wiki allot easier. In addition what I'm missing is a structure of the categories + allot of pages aren't categorized. I feel that the structure could be better, and with a better structure it would make adding articles allot easier + they will become visible by simply viewing a categorie specific page where everything is alphabetized (no need for creating a link to article X on certain pages). If I were to think-up a structure and start to re-organize the categories (edit pages to point to the new structure), would this upset someone (I hope not ^_^)? I'd first want to roughly draw the categorie structure and verify it with the mailing-lists before starting to edit anything. (basically think before act) Let me know your thoughts, I feel that I have some time to work on the wiki so hopefully with some input from others it will be possible to freshen up the wiki. -- Bart RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — TBA -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA -- Jay R. Ashworth Baylink j...@baylink.com Designer The Things I Think RFC 2100 Ashworth Associates http://baylink.pitas.com 2000 Land Rover DII St Petersburg FL USA http://photo.imageinc.us +1 727 647 1274 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] UnPrivileged User Option for Reply
I have an end user who has the ability to Reply as Requestor however he also wants to add a cc and although this is an option for Privileged Users it does not appear to be an option for Self Service (Unprivileged Users) Is there a setting I can adjust or is this the way it is Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
Re: [rt-users] CLI Scripting Question
Ruslan Zakirov wrote: On Tue, Nov 29, 2011 at 12:41 PM, Bart b...@pleh.info wrote: Could you try this condition: $tickets-LimitSubject( VALUE = “^Sprint %”, OPERATOR = 'LIKE' ); It wouldn't work. Most times it's easier to use $tickets-FromSQL(Queue = 'x' AND (Status ...)) instead of Limit* calls. LIKE adding % around arguments is historical thing. Use MATCHES. Our use of RT has lead us to patch SearchBuilder to NOT include the % in front and back of the search term but to leave it to the enduser the ask for wildcard searches. Big bonus: actual use of the indexes. Joop RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
