Re: [rt-users] Upgrade path from 4.0.2 - 4.0.4
On Wed, Dec 14, 2011 at 02:50, Ram Moskovitz ram0...@gmail.com wrote: Looking for a 'yep'. Looks like the upgrade path is going to be pretty painless - nothing in docs/UPGRADE* applies so my steps are: backup rt installation untar to tmp ./configure #using the same options I used for my initial clean install of 4.0.2 make testdeps make fixdeps repeat make testdeps and make fixdeps until make testdeps is happy compare generated /tmp/rt-4.0.4/etc/RT_Config with my live one Stop web-server backup DB make upgrade make upgrade-database #won't do anything but I'll run it anyway rm -fr /opt/rt4/var/mason_data/obj #Clear mason cache compare etc/RT_SiteConfig with the one backed up at the start of this process Start web-server # Win! This largely what the README suggests. Does this sound right? Any gotchas I should look for? Steps I can skip? Everything is right. In stable series: * we don't bump required versions of dependencies unless there is a bug * we don't bring new dependencies * we try to avoid database schema changes There is always a place for an exception, so it's not recommended to skip steps. If it's a normal release then most steps would be very fast. thanks RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Help with Attachment for correspondence
Thank you. Although I did have RT-Attach-Message: Yes in the Template I added a Subject line in front of it and I now know that had an impact Thank you again Joe Message: 9 Date: Mon, 12 Dec 2011 15:48:32 -0500 From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Attachment for correspondence Message-ID: 20111212204832.gh9...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Mon, Dec 12, 2011 at 03:13:07PM -0500, Joe Kirby wrote: We have RT Reply setup to send ticket info to the user in addition to the content. I have been requested to also include attachments when corresponding so that someone does not have to actually bring up the ticket to view the attachment but can look at the email generated by RT for the correspondence including any attachment(s) I have research several areas in the wiki with no luck. Is this possible and if so can you share the code or template Sounds like you removed RT-Attach-Message: Yes from your Correspondence templates. It ships with the default RT install. -kevin 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 March 5 6, 2012
[rt-users] Error with ticket status change
Hi, I have a problem when I want to change the ticket status from 'open' to 'resolve'. The idea is: 1.-I create a ticket in a queue and his approval. The ticket status at now is 'pending of approval'. 2.-I accepted approval, so the ticket status change from 'pending' to 'open'. 3.-At this moment, when ticket status is 'OPEN', I want to automatically switch to 'SOLVED' I have problems with STEP 3, because I create the next action and DOESN'T work :( The action is: Condition: 'When change the status' Action: 'Notify the owner' Template: 'Global template:Resolve' Phase: Disabled I suppose that 'Global template:Resolve' change the status of the ticket when the ticket change the status. Why don't work? If it does not work with this configuration, there is some simple way to switch to 'solved' when you change the ticket status? THANKS!!:) Best regards! -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with ticket status change
On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejia dgar...@cesca.cat wrote: Phase: Disabled Your scrip is disabled. -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with ticket status change
On 14/12/11 15:09, Ruslan Zakirov wrote: On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejiadgar...@cesca.cat wrote: Phase: Disabled Your scrip is disabled. I put 'TransactionCreate' on the phase but the ticket status (not the approval, the original) pass from 'pending' to 'open' but NO 'open' to 'resolve'. What i'm doing wrong? Thanks! -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with ticket status change
On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejia dgar...@cesca.cat wrote: I suppose that 'Global template:Resolve' change the status of the ticket when the ticket change the status. You suppose wrong. Templates don't and shouldn't change objects. It's job for scrips' actions and you need one that changes status. -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] How to get Started field in TSV output?
On 12/12/2011 4:14 PM, Kevin Falcone wrote: On Mon, Dec 12, 2011 at 03:53:24PM -0500, Jeff Blaine wrote: The TSV output does not contain Started by default, nor when Started is specifically added to the field list for formatting of the search results. How can I get Started in the TSV output (and ultimately then in the Extension-XLS output)? This should work out-of-the-box in 4.0. There was an extension for 3.8, but I can't recall the name right now. Found it: http://requesttracker.wikia.com/wiki/SpreadsheetDisplayedFields Not so much an extension ;) diff output + a new file, stuck in the wiki. I'll take what I can get! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] User cannot see the ticket in a particular queue but it has all the rights to do it
Hi
I'm experiencing a weird applicative problem with my RT instance
(3.8.8) running on debian 5.0, db is a MySql 5.5 on another host.
I've added an user to a group, and this group is allowed to see a
specific queue, edit tickets and so on.
Well everybody can do that, except one specific user.
Once added that one in this group, he has been able to see the queue, if
he open a link to a specific ticket he can see it, but a simple search
on that queue show the complete interface, it shows the right numbers of
tickets, but *0 row ticket* are shown... (see jpeg attached)
Checking in the logs I've found something strange :
This is the output when user login (there's a saved search on the user
dashboard) :
[Wed Dec 14 10:21:38 2011] [warning]: DBD::mysql::st execute failed: 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 ') ASC,
MIN(main.id) ASC LIMIT 40' at line 1 at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
[Wed Dec 14 10:21:38 2011] [warning]: RT::Handle=HASH(0xba3d1a8)
couldn't execute the query 'SELECT main.* FROM Tickets main JOIN Groups
Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type
= 'AdminCc' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN
CachedGroupMembers CachedGroupMembers_2 ON (
CachedGroupMembers_2.GroupId != CachedGroupMembers_2.MemberId ) AND (
CachedGroupMembers_2.GroupId = Groups_1.id ) LEFT JOIN Users Users_3 ON
( Users_3.id = CachedGroupMembers_2.MemberId ) WHERE (main.Status !=
'deleted') AND (main.Status != 'resolved' AND main.Status != 'rejected'
AND main.Queue = '93') AND (main.Type = 'ticket') AND (main.EffectiveId
= main.id) GROUP BY main.id ORDER BY MIN(Users_3.EmailAddress) ASC,
MAX(main.FinalPriority) DESC, MIN(main.) ASC, MIN(main.id) ASC LIMIT
40' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xba3d1a8)',
'SELECT main.* FROM Tickets main JOIN Groups Groups_1 ON ( Gr...')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 236
DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xa3ec670)')
called at /usr/local/rt/bin/../lib/RT/SearchBuilder.pm line 334
RT::SearchBuilder::_DoSearch('RT::Tickets=HASH(0xa3ec670)')
called at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2853
RT::Tickets::_DoSearch('RT::Tickets=HASH(0xa3ec670)') called at
/usr/share/perl5/DBIx/SearchBuilder.pm line 504
DBIx::SearchBuilder::Next('RT::Tickets=HASH(0xa3ec670)') called
at /usr/local/rt/bin/../lib/RT/Tickets_Overlay.pm line 2825
RT::Tickets::Next('RT::Tickets=HASH(0xa3ec670)') called at
/usr/local/rt-3.8.8/share/html/Elements/CollectionList line 124
HTML::Mason::Commands::__ANON__('hideable', 1, 'Order',
'ASC|DESC|ASC|ASC', 'Query', 'Status != \'resolved\' AND Status !=
\'rejected\' AND Queue =...', 'Rows', 40, 'SearchType', ...) called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbfb2d68)',
'hideable', 1, 'Order', 'ASC|DESC|ASC|ASC', 'Query', 'Status !=
\'resolved\' AND Status != \'rejected\' AND Queue =...', 'Rows', 40,
...) called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
HTML::Mason::Request::comp(undef, undef, 'hideable', 1, 'Order',
'ASC|DESC|ASC|ASC', 'Query', 'Status != \'resolved\' AND Status !=
\'rejected\' AND Queue =...', 'Rows', ...) called at
/usr/local/rt-3.8.8/share/html/Elements/ShowSearch line 54
HTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Request.pm line 1351
eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1351
HTML::Mason::Request::content('RT::Interface::Web::Request=HASH(0xbb37cd0)')
called at /usr/local/rt-3.8.8/share/html/Widgets/TitleBox line 51
HTML::Mason::Commands::__ANON__('title', 'c biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', 'titleright_href',
'/Search/Build.html?SavedSearchLoad=RT%3A%3AUser-38157-SavedSe...',
'hideable', ...) called at /usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbfa8d98)',
'title', 'c biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', 'titleright_href',
'/Search/Build.html?SavedSearchLoad=RT%3A%3AUser-38157-SavedSe...', ...)
called at /usr/share/perl5/HTML/Mason/Request.pm line 1278
eval {...} called at /usr/share/perl5/HTML/Mason/Request.pm line
1268
HTML::Mason::Request::comp(undef, undef, undef, 'title', 'c
biz', 'title_href',
'/Search/Results.html?Format=\'%20%20%20%3Cb%3E%3Ca%20href%3D%...',
'titleright', 'Modifica', ...) called at
Re: [rt-users] Error with ticket status change
On 14/12/11 15:31, Ruslan Zakirov wrote:
On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejiadgar...@cesca.cat wrote:
I suppose that 'Global template:Resolve' change the status of the ticket
when the ticket change the status.
You suppose wrong. Templates don't and shouldn't change objects. It's
job for scrips' actions and you need one that changes status.
Ok, I understand you.
But I don't know where to start to program the script.
Know of any tutorial which explains it well? I have also the Book of RT.
Besides, I think creating this script action will not be very hard not
to? Would have the following structure?
Description: ResolveTicket
Condition: On Create
Custom condition:
Action: User Defined
Custom action preparation code: return 1;
Custom action cleanup code:
if ( $self-TicketObj-SetStatus( open )){
$self-TicketObj-SetStatus( resolved );}
return 1;
Template: Global template: Blank
THANKS!
--
...
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat
...
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Upgrade path from 4.0.2 - 4.0.4
Date: Wed, 14 Dec 2011 15:41:12 +0400 From: Ruslan Zakirov r...@bestpractical.com To: Ram Moskovitz ram0...@gmail.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Upgrade path from 4.0.2 - 4.0.4 Message-ID: CAMOxC8uZmQARQ_ApR3kYEXHq3F+ouyAkGLepqz=ssgs-wte...@mail.gmail.com Content-Type: text/plain; charset=UTF-8 On Wed, Dec 14, 2011 at 02:50, Ram Moskovitz ram0...@gmail.com wrote: Looking for a 'yep'. Looks like the upgrade path is going to be pretty painless - nothing in docs/UPGRADE* applies so my steps are: backup rt installation untar to tmp ./configure ? #using the same options I used for my initial clean install of 4.0.2 make testdeps make fixdeps repeat make testdeps and make fixdeps until make testdeps is happy compare generated /tmp/rt-4.0.4/etc/RT_Config with my live one Stop web-server backup DB make upgrade make upgrade-database #won't do anything but I'll run it anyway rm -fr /opt/rt4/var/mason_data/obj ? #Clear mason cache compare etc/RT_SiteConfig with the one backed up at the start of this process Start web-server # Win! This largely what the README suggests. Does this sound right? Any gotchas I should look for? Steps I can skip? Everything is right. In stable series: * we don't bump required versions of dependencies unless there is a bug * we don't bring new dependencies * we try to avoid database schema changes There is always a place for an exception, so it's not recommended to skip steps. If it's a normal release then most steps would be very fast. Thanks! ram RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with ticket status change
Hi,
WritingCustomActions on the wiki may give you point to start.
On Wed, Dec 14, 2011 at 20:57, Daniel Garcia Mejia dgar...@cesca.cat wrote:
On 14/12/11 15:31, Ruslan Zakirov wrote:
On Wed, Dec 14, 2011 at 17:43, Daniel Garcia Mejiadgar...@cesca.cat
wrote:
I suppose that 'Global template:Resolve' change the status of the ticket
when the ticket change the status.
You suppose wrong. Templates don't and shouldn't change objects. It's
job for scrips' actions and you need one that changes status.
Ok, I understand you.
But I don't know where to start to program the script.
Know of any tutorial which explains it well? I have also the Book of RT.
Besides, I think creating this script action will not be very hard not to?
Would have the following structure?
Description: ResolveTicket
Condition: On Create
Custom condition:
Action: User Defined
Custom action preparation code: return 1;
Custom action cleanup code:
if ( $self-TicketObj-SetStatus( open )){
$self-TicketObj-SetStatus( resolved );}
return 1;
Template: Global template: Blank
THANKS!
--
...
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat
...
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
--
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] User cannot see the ticket in a particular queue but it has all the rights to do it
On Wed, Dec 14, 2011 at 20:53, Andrea Perotti apero...@cutaway.it wrote: Do you have any idea of what could be the problem? Yes. OrderBy argument is incorrect or it's a bug. When RT counts tickets it reasonably doesn't use order, so the number is correct. Stack trace you pasted doesn't have enough information. Screenshot of the query builder would be helpful. -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
