[rt-users] Mail Attachment: how to add a link instead of sending the file?
Hello RT community, I run RT 3.8.10 on a 6.0.1 Debian with Apache2. I really new at RT and very bad with perl :-( Our mail provider does not allow us to sent tar.gz files but some of your customer sent .tar.gz files. RT receive those attachments and try to send them to all AdminCCs. As expected, the mail bounce. So the solution could to not sent the attachment but put a link to this attachment is the ticket mail. But I cannot found any parameters to do that. I've check the mailing archive with no success to (may be I did see the right message). Help will be really appreciate . Thanks in advance, Jacques Foucry RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?
I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
web service.
I created a PHP web form to try and drive requestors to put in the
proper information. What I provided was a drop down box to show
custom fields pulled from the RT database and then build a email to be
sent to the queue the user chose.
Is there any documentation about using a webservice or does someone have an
example of its use? Or if someone has details about doing something like I
described above using another method I'd love to hear about that too.
The following is the PHP code I used to pull the info (billing codes)
from the customfieldvalues table where the ID of the custom field I am
using is 1. Since this is a field that has a parent/child
relationship, this creates an option group heading with the selectable
fields in the drop down box under each option group. If you have just
one field and no relationships, it is much more simple. This requires
a database connection string which is in a file outside of my web
directory. I know this may not be exactly what you are looking for,
but the main part you are asking about I believe the part you are
looking for specifically is down at the end of building the message
where the custom fields are pushed into the email with commandbymail.
Note, I found out the custom fields could NOT have any spaces in them
for commandbymail to function. I hope this helps and is not too
confusing. I am quite sure some of this could be done more
efficiently. I am not a developer. I have a good understanding of
php, but not always the most efficient way.
---connection_file---
?php
$host = database_server;
$user = postgres;
$pass = dbpassword;
$db = rtdb;
$conn_rtdb = pg_connect(host=$host dbname=$db user=$user
password=$pass) or die(Couldn't Connect to $db.pg_last_error());
?
---connection_file---
---ticket_form---
?php
//set page action based on how the user gets to the page (sendMail or showForm)
$action = $_REQUEST['action'];
global $action;
---form_code---
function showForm() {
include('/path/to/connection_file');
$getclientproject = pg_query($conn_rtdb, select name from
customfieldvalues where customfield=1 order by name)or die(Get
ClientProject . pg_last_error());
$fields=pg_num_fields($getclientproject);
echo trtdTask Code/tdtdselect name=\taskcode\;
echo option value=\\ selectedSelect.../option;
for ($i=0; $i pg_num_fields($getclientproject); $i++)
while ($row = pg_fetch_row($getclientproject)) {
for ($f=0; $f $fields; $f++) {
echo optgroup label=\$row[$f]\$row[$f];
$gettaskcodes = pg_query($conn_rtdb, select c.name from
customfieldvalues a,attributes b,customfieldvalues c where
a.name=b.content and b.objectid=c.id and b.content='$row[$f]' order by
c.name,c.sortorder)or die(Get Codes .pg_last_error());
$fields=pg_num_fields($gettaskcodes);
for ($i=0; $i pg_num_fields($gettaskcodes); $i++)
while ($row = pg_fetch_row($gettaskcodes)) {
for ($f=0; $f $fields; $f++) {
echo option value=\$row[$f]\$row[$f];
echo /option;
}}
echo /optgroup;
}}
echo /select/td/tr;
}
//end action showForm
?
---form_code---
Then I gather the form data to be pushed into RT as an email. I use
the commandbymail plugin to allow fields to be populated via email.
Then I build the email with PHP code to send to RT:
---form_submit---
?php
function sendMail()
{
include(/path/to/connection_file);
// Gather form data... each item that is pulled had its own field in
the web form
$to = $_REQUEST['sendto'] ; //whatever queue they chose in a dropdown
box on the web form
$from = $_REQUEST['from_email'] ;
$project = $_REQUEST['Project'] ;
$priority = $_REQUEST['Priority'] ;
$duedate = $_REQUEST['duedate'] ;
$time = $_REQUEST['time'] ;
$taskcode = $_REQUEST['taskcode'] ;
$admincc = $_REQUEST['AdminCC'] ;
//Get client project from RT database
$getcp = pg_query($conn_rtdb, select a.content from attributes a,
customfieldvalues b where b.name='$taskcode' and b.id=a.objectid)or
die(Get CP .pg_last_error());
$rescp = pg_fetch_row($getcp);
$cltprj = $rescp[0];
//create due date timestamp, concatenate fields and clean up strange characters
$due = $duedate. .$time ;
$subjectdetails = pg_escape_string(stripslashes($_REQUEST['SubjectDetails'])) ;
$body = pg_escape_string(stripslashes($_REQUEST['Body'])) ;
$subject = $project.: . $subjectdetails ;
//Build data to be pushed into ticket for commandbymail
$fields = array();
$fields{Project} = Project;
$fields{SubjectDetails} = Subject;
$fields{Body} = Message;
foreach($fields as $a = $b)
{
$bodymessage .= sprintf(%20s: %s\n,$b,$_REQUEST[$a]);
}
//Build message headers
$headers = From: $from\n;
$headers .= Reply-To: $from\n;
$headers .= MIME-Version: 1.0\n;
$headers .= Content-Type: multipart/related;
type=\multipart/alternative\;
Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?
Hi Joe, that's good information but I am looking to be able to use the web
service to populate the autocomplete values for one specific RT CustomField
within RT. When you are setting up a custom field the screen even says that you
can use a web service to populate the field's values, but I am not sure how to
do that and I cannot find documentation.
Thanks,
Jim Lesinski
On Feb 6, 2012, at 7:19 AM, Joe Harris drey...@gmail.com wrote:
I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
web service.
I created a PHP web form to try and drive requestors to put in the
proper information. What I provided was a drop down box to show
custom fields pulled from the RT database and then build a email to be
sent to the queue the user chose.
Is there any documentation about using a webservice or does someone have an
example of its use? Or if someone has details about doing something like I
described above using another method I'd love to hear about that too.
The following is the PHP code I used to pull the info (billing codes)
from the customfieldvalues table where the ID of the custom field I am
using is 1. Since this is a field that has a parent/child
relationship, this creates an option group heading with the selectable
fields in the drop down box under each option group. If you have just
one field and no relationships, it is much more simple. This requires
a database connection string which is in a file outside of my web
directory. I know this may not be exactly what you are looking for,
but the main part you are asking about I believe the part you are
looking for specifically is down at the end of building the message
where the custom fields are pushed into the email with commandbymail.
Note, I found out the custom fields could NOT have any spaces in them
for commandbymail to function. I hope this helps and is not too
confusing. I am quite sure some of this could be done more
efficiently. I am not a developer. I have a good understanding of
php, but not always the most efficient way.
---connection_file---
?php
$host = database_server;
$user = postgres;
$pass = dbpassword;
$db = rtdb;
$conn_rtdb = pg_connect(host=$host dbname=$db user=$user
password=$pass) or die(Couldn't Connect to $db.pg_last_error());
?
---connection_file---
---ticket_form---
?php
//set page action based on how the user gets to the page (sendMail or
showForm)
$action = $_REQUEST['action'];
global $action;
---form_code---
function showForm() {
include('/path/to/connection_file');
$getclientproject = pg_query($conn_rtdb, select name from
customfieldvalues where customfield=1 order by name)or die(Get
ClientProject . pg_last_error());
$fields=pg_num_fields($getclientproject);
echo trtdTask Code/tdtdselect name=\taskcode\;
echo option value=\\ selectedSelect.../option;
for ($i=0; $i pg_num_fields($getclientproject); $i++)
while ($row = pg_fetch_row($getclientproject)) {
for ($f=0; $f $fields; $f++) {
echo optgroup label=\$row[$f]\$row[$f];
$gettaskcodes = pg_query($conn_rtdb, select c.name from
customfieldvalues a,attributes b,customfieldvalues c where
a.name=b.content and b.objectid=c.id and b.content='$row[$f]' order by
c.name,c.sortorder)or die(Get Codes .pg_last_error());
$fields=pg_num_fields($gettaskcodes);
for ($i=0; $i pg_num_fields($gettaskcodes); $i++)
while ($row = pg_fetch_row($gettaskcodes)) {
for ($f=0; $f $fields; $f++) {
echo option value=\$row[$f]\$row[$f];
echo /option;
}}
echo /optgroup;
}}
echo /select/td/tr;
}
//end action showForm
?
---form_code---
Then I gather the form data to be pushed into RT as an email. I use
the commandbymail plugin to allow fields to be populated via email.
Then I build the email with PHP code to send to RT:
---form_submit---
?php
function sendMail()
{
include(/path/to/connection_file);
// Gather form data... each item that is pulled had its own field in
the web form
$to = $_REQUEST['sendto'] ; //whatever queue they chose in a dropdown
box on the web form
$from = $_REQUEST['from_email'] ;
$project = $_REQUEST['Project'] ;
$priority = $_REQUEST['Priority'] ;
$duedate = $_REQUEST['duedate'] ;
$time = $_REQUEST['time'] ;
$taskcode = $_REQUEST['taskcode'] ;
$admincc = $_REQUEST['AdminCC'] ;
//Get client project from RT database
$getcp = pg_query($conn_rtdb, select a.content from attributes a,
customfieldvalues b where b.name='$taskcode' and b.id=a.objectid)or
die(Get CP .pg_last_error());
$rescp = pg_fetch_row($getcp);
$cltprj = $rescp[0];
//create due date timestamp, concatenate fields and clean up strange
characters
$due = $duedate. .$time ;
$subjectdetails = pg_escape_string(stripslashes($_REQUEST['SubjectDetails']))
;
$body =
Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?
Ahh. I see what you're asking now. Wish I could offer more.
Sent from my mobile device.
On Feb 6, 2012, at 7:34 AM, Jim Lesinski jim.lesin...@gmail.com wrote:
Hi Joe, that's good information but I am looking to be able to use the web
service to populate the autocomplete values for one specific RT CustomField
within RT. When you are setting up a custom field the screen even says that
you can use a web service to populate the field's values, but I am not sure
how to do that and I cannot find documentation.
Thanks,
Jim Lesinski
On Feb 6, 2012, at 7:19 AM, Joe Harris drey...@gmail.com wrote:
I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
web service.
I created a PHP web form to try and drive requestors to put in the
proper information. What I provided was a drop down box to show
custom fields pulled from the RT database and then build a email to be
sent to the queue the user chose.
Is there any documentation about using a webservice or does someone have an
example of its use? Or if someone has details about doing something like I
described above using another method I'd love to hear about that too.
The following is the PHP code I used to pull the info (billing codes)
from the customfieldvalues table where the ID of the custom field I am
using is 1. Since this is a field that has a parent/child
relationship, this creates an option group heading with the selectable
fields in the drop down box under each option group. If you have just
one field and no relationships, it is much more simple. This requires
a database connection string which is in a file outside of my web
directory. I know this may not be exactly what you are looking for,
but the main part you are asking about I believe the part you are
looking for specifically is down at the end of building the message
where the custom fields are pushed into the email with commandbymail.
Note, I found out the custom fields could NOT have any spaces in them
for commandbymail to function. I hope this helps and is not too
confusing. I am quite sure some of this could be done more
efficiently. I am not a developer. I have a good understanding of
php, but not always the most efficient way.
---connection_file---
?php
$host = database_server;
$user = postgres;
$pass = dbpassword;
$db = rtdb;
$conn_rtdb = pg_connect(host=$host dbname=$db user=$user
password=$pass) or die(Couldn't Connect to $db.pg_last_error());
?
---connection_file---
---ticket_form---
?php
//set page action based on how the user gets to the page (sendMail or
showForm)
$action = $_REQUEST['action'];
global $action;
---form_code---
function showForm() {
include('/path/to/connection_file');
$getclientproject = pg_query($conn_rtdb, select name from
customfieldvalues where customfield=1 order by name)or die(Get
ClientProject . pg_last_error());
$fields=pg_num_fields($getclientproject);
echo trtdTask Code/tdtdselect name=\taskcode\;
echo option value=\\ selectedSelect.../option;
for ($i=0; $i pg_num_fields($getclientproject); $i++)
while ($row = pg_fetch_row($getclientproject)) {
for ($f=0; $f $fields; $f++) {
echo optgroup label=\$row[$f]\$row[$f];
$gettaskcodes = pg_query($conn_rtdb, select c.name from
customfieldvalues a,attributes b,customfieldvalues c where
a.name=b.content and b.objectid=c.id and b.content='$row[$f]' order by
c.name,c.sortorder)or die(Get Codes .pg_last_error());
$fields=pg_num_fields($gettaskcodes);
for ($i=0; $i pg_num_fields($gettaskcodes); $i++)
while ($row = pg_fetch_row($gettaskcodes)) {
for ($f=0; $f $fields; $f++) {
echo option value=\$row[$f]\$row[$f];
echo /option;
}}
echo /optgroup;
}}
echo /select/td/tr;
}
//end action showForm
?
---form_code---
Then I gather the form data to be pushed into RT as an email. I use
the commandbymail plugin to allow fields to be populated via email.
Then I build the email with PHP code to send to RT:
---form_submit---
?php
function sendMail()
{
include(/path/to/connection_file);
// Gather form data... each item that is pulled had its own field in
the web form
$to = $_REQUEST['sendto'] ; //whatever queue they chose in a dropdown
box on the web form
$from = $_REQUEST['from_email'] ;
$project = $_REQUEST['Project'] ;
$priority = $_REQUEST['Priority'] ;
$duedate = $_REQUEST['duedate'] ;
$time = $_REQUEST['time'] ;
$taskcode = $_REQUEST['taskcode'] ;
$admincc = $_REQUEST['AdminCC'] ;
//Get client project from RT database
$getcp = pg_query($conn_rtdb, select a.content from attributes a,
customfieldvalues b where b.name='$taskcode' and b.id=a.objectid)or
die(Get CP .pg_last_error());
$rescp = pg_fetch_row($getcp);
$cltprj = $rescp[0];
//create due date timestamp, concatenate fields and clean up
Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?
On Feb 6, 2012, at 7:34 AM, Jim Lesinskijim.lesin...@gmail.com wrote: Hi Joe, that's good information but I am looking to be able to use the web service to populate the autocomplete values for one specific RT CustomField within RT. When you are setting up a custom field the screen even says that you can use a web service to populate the field's values, but I am not sure how to do that and I cannot find documentation. Thanks, Jim Lesinski Jim, I believe you've misread the RT CustomField definition screen. I've never used this feature before, but I read and interpret it as follows: It says (emphasis mine): RT can make this *custom field's values into hyperlinks to another service*. Fill in this field with a URL. RT will replace __id__ and __CustomField__ with the record's id and the custom field's value, respectively. Let's say your CF is Employee Number. So, if you set Link values to as: http://service.example.com/lookup?empnum=__CustomField__ If I typed '430' into this CF as a value (as an end user), it would show as a clickable link: http://service.example.com/lookup?empnum=430 Jeff Blaine RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] highlighting tickets with a reply
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi there, a colleague here has asked me a question I'm not totally sure about. He asked: is there any way to highlight a ticket that has received a reply, in any way other than adding the New field? What he'd like is roughly a highlighting background to the ticket in the list. Has anyone done anything similar? Thanks, Giuseppe - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJPL+lsAAoJEAqigArPBfJXHtMIAI3LunoibB4atiEqnUkcBl+D WylK4Lh6SwEIYnXzILjyehO8oWju1TcODR25DNPlJQy4vq6OGNEuIBo48+lteJcr ZlKWHoKHY09vLYCgzRHvOKCLNpVHJT2CiGBNCOB/y4VzLVY7IPNp/P3XvLbb3N3C SRUrRt3fEbzpkWMw2HyffJEDnBR8FF+8/EgI+yTJqns2PllUGGJ8k9lVCClcDjIz lpfTcGBYSuNA7mt5tMT2iH3UPWZ9vhdsVqZCYPD0n0/dUu/iqbPlayR1bXw0j34/ nnlqBLAjybM81it1uorRKG0pN9lzkcT2xv7KuZziLWYoSdMVpB+Av5oc1WcQFxU= =v/EV -END PGP SIGNATURE- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Offline Edits - 4.0.2
My manager just mentioned he used the tool referenced here http://requesttracker.wikia.com/wiki/OfflineEdits before our upgrade to 4.0 and now can not find it. Has this tool been moved / changed or is there a different permission set needed to use it? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Help installing RT4 on Ubuntu
I have successfully installed RT4.0.5 and seems to be able to bring it up via the web... I did receive a warning error message after reloading apache: root@helpdesks:/etc/apache2/sites-available# /etc/init.d/apache2 reload * Reloading web server config apache2 [Mon Feb 6 16:54:32 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles functionality. You should set the 'active' property of the 'default' lifecycle and add transition rules; see RT_Config.pm for documentation. (/opt/rt4/sbin/../lib/RT/Config.pm:766) [ OK ] Please advice on what to do to correct this message. Thanks, Haji -Original Message- From: Bart b...@pleh.info To: rt-users rt-users@lists.bestpractical.com Sent: Thu, Feb 2, 2012 10:00 am Subject: Re: [rt-users] Help installing RT4 on Ubuntu Hi, As mentioned, after the installation you have to manually add the RT config to apache. The installation won't configure apache automatically for you, you can probably use the include line Diaulas mentioned. Other then that, it looks like you've done the installation the Ubuntu way (which is ok), all you need to do now is configure Apache. Let us know if it worked. -- Bart Op 2 februari 2012 15:12 schreef Diaulas Castro diaulas.cas...@intersolution.inf.br het volgende: Did you put /rt in the end of url? Ex: http://192.168.1.1/rt Have Ubuntu 11.10 installed 3 weeks ago, don’t remember to change apache conf except of including this line: Include /etc/request-tracker4/apache2-modperl2.conf” Last 2 lines of my conf: tail -n2 /etc/apache2/sites-available/default Include /etc/request-tracker4/apache2-modperl2.conf /VirtualHost De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Borngunners Enviada em: quinta-feira, 2 de fevereiro de 2012 12:04 Para: b...@pleh.info; rt-users@lists.bestpractical.com Assunto: Re: [rt-users] Help installing RT4 on Ubuntu I have reinstalled everything again, starting from the OS. I installed ubuntu 11 and I installed RT using the following command apt-get install request-tracker4. Everything has being installed, but I am still getting the It Works! message. It seems like this version of RT is a bit complicated to install, right? Don't know what else to do regarding the installing RT. I seriously need help with detail how-to, please Thanks, -Original Message- From: Bart b...@pleh.info To: rt-users rt-users@lists.bestpractical.com Sent: Wed, Feb 1, 2012 10:06 am Subject: Re: [rt-users] Help installing RT4 on Ubuntu Hi, Are you trying to do the source installation on Ubuntu? (btw, which version of Ubuntu?) At least, it looks that way. If the above is what you've done then I really don't understand the external auth errors your getting, a clean installation doesn't contain external auth... My advise would be to make sure you have a clean installation up and running first before playing with plugins (theres really no point). Also, if you have the latest Ubuntu server then you can also install RT using Aptitude ( aptitude search request-tracker4 ). I assume you've documented all your steps up to this point, could you show us exactly what you've done? (you've installed plugins, so undo that to begin with or at least turn off the plugins in the RT_SiteConfig). -- Bart Op 31 januari 2012 20:36 schreef Borngunners borngunn...@aol.com het volgende: Okay. Now I have try to reinstall RT again and so far these are the configurations I have: root@helpdesks:/var/tmp/rt-4.0.4# make initialize-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --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: rt4 User: rtuser DBA:root Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. Granting access to rtuser@'localhost' on rt4. Done. Now inserting RT core system objects. Done. [Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles functionality. You should set the 'active' property of the 'default' lifecycle and add transition rules; see RT_Config.pm for documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766) Now inserting data. [Tue Jan 31 19:32:37 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Re: [rt-users] External Auth using Active Directory 2008
On Fri, Feb 03, 2012 at 11:17:18PM +, Howell, Van wrote: I ran the install again, The version it put on is 0.09 FALCONE/RT-Authen-ExternalAuth-0.09.tar.gz Not the new version. I still have the same problem I shelled into CPAN perl -MCPAN -e shell then I ran install RT::Authen::ExternalAuth Is there a different way? Sorry for the dumb questions, but I'm new to this. Do install a development release, you either need to fully specify the path in the CPAN shell (something like T/TS/TSIBLEY/RT-Authen-ExternalAuth-0.09_02.tar.gz ) or go to http://search.cpan.org or http://metacpan.org and find and download the development tarball and install it manually. -kevin pgpgefn9KoWwY.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] highlighting tickets with a reply
On Mon, Feb 06, 2012 at 02:53:32PM +, Giuseppe Sollazzo wrote: a colleague here has asked me a question I'm not totally sure about. He asked: is there any way to highlight a ticket that has received a reply, in any way other than adding the New field? What he'd like is roughly a highlighting background to the ticket in the list. Has anyone done anything similar? You can use the UpdateStatus column. Changing the background would require you to use a Callback with RT__Ticket's ColumnMap. I believe there are several examples of the ColumnMap Callback on the wiki for highlighting a ticket with high priority that you could work from. -kevin pgpydaLXBfSGG.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] a tad OT, need assistance with aliasing /me to /SelfService
Hello all! Prior to our 3.8.8 upgrade we were able to use /me | /selfservice as an Alias to /SelfService in our rt.conf file. After upgrading I have been unable to get rt.conf to honor /me as an Alias. here is the meat of our rt.conf VirtualHost rt.potsdam.edu:443 ... SSL stuff ... Alias /me /SelfService Alias /selfservice /SelfService Location / AllowOverride All Options ExecCGI FollowSymLinks SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid AuthLDAPGroupAttribute memberUid AuthLDAPGroupAttributeIsDN off AuthName Tracking System AuthType Basic AuthBasicProvider ldap /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost /SelfService works but /me results in 'The page you requested could not be found' Granted this is not a RT issue, just wondering if anyone sees something wrong or can help / point me in a direction to get this working. -Ron RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?
On Mon, Feb 06, 2012 at 11:32:47AM -0500, Jim Lesinski wrote: There seems to be a lot of confusion about what I am asking. I am sorry if I am not making myself clear. Please check out the attached image which shows exactly what I am looking at. Maybe I am interpreting it wrong, but the field Jeff describes is not the one I am asking about. I am referring to the field below it called Include Page which states: RT can include content from another web service when showing this custom field. Fill in this field with a URL. RT will replace __id__ and __CustomField__ with the record's id and the custom field's value, respectively. Some browsers may only load content from the same domain as your RT server. This seems to imply to me that the custom field can in fact include values from a web service. Or does this mean that it can render content in an iFrame or something? If someone can clarify what that field does I think that would be all I need. This means that you can render content into an iframe using the value of the custom field. If your user selected Foo from a custom field, RT can make a call to an external webservice with Foo and some other information and then iframe the data into Ticket/Display.html (assuming you don't violate any of the security restrictions on iframes). If you want to control the values of a custom field, you will need to read the docs/extending/external_custom_fields.pod document you referenced earlier. -kevin pgpvkpca42KBi.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Offline Edits - 4.0.2
On Mon, Feb 06, 2012 at 11:48:10AM -0500, Vance Walsh wrote: My manager just mentioned he used the tool referenced here http://requesttracker.wikia.com/wiki/OfflineEdits before our upgrade to 4.0 and now can not find it. Has this tool been moved / changed or is there a different permission set needed to use it? It's available below the Tools menu. If he doesn't see that menu, he likely needs ShowConfigTab (although that right should have been required on 3.8 also). -kevin pgp90hD80Ip4g.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] a tad OT, need assistance with aliasing /me to /SelfService
On Mon, Feb 06, 2012 at 04:20:06PM -0500, Ronald J Yacketta wrote: Prior to our 3.8.8 upgrade we were able to use /me | /selfservice as an Alias to /SelfService in our rt.conf file. After upgrading I have been unable to get rt.conf to honor /me as an Alias. I know this isn't exactly the answer to your question, but when users log in to RT, they'll be directed to SelfService if they are Unprivileged users. Are you trying to push Privileged users off to SelfService, and if so, why not just make them Unprivileged? Also - your Apache error log is often more useful to debug these things than the error presented in your browser. -kevin here is the meat of our rt.conf VirtualHost rt.potsdam.edu:443 ... SSL stuff ... Alias /me /SelfService Alias /selfservice /SelfService Location / AllowOverride All Options ExecCGI FollowSymLinks SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid AuthLDAPGroupAttribute memberUid AuthLDAPGroupAttributeIsDN off AuthName Tracking System AuthType Basic AuthBasicProvider ldap /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost /SelfService works but /me results in 'The page you requested could not be found' Granted this is not a RT issue, just wondering if anyone sees something wrong or can help / point me in a direction to get this working. -Ron RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 pgpzAC79mDAPM.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] a tad OT, need assistance with aliasing /me to /SelfService
I know this isn't exactly the answer to your question, but when users log in to RT, they'll be directed to SelfService if they are Unprivileged users. Are you trying to push Privileged users off to SelfService, and if so, why not just make them Unprivileged? /SelfService works flawlessly, we just have a requirement to redirect /me and /selfservice to /SelfService. Also - your Apache error log is often more useful to debug these things than the error presented in your browser. I checked the logs first before posting, which tossed this cryptic entry [Mon Feb 06 15:55:22 2012] [error] Your request path is '/me/' and it doesn't match your Location(Match) '/opt/rt4/share/html/SelfService/'. This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details. Looking at the perldoc does nothing but leave one even more bewildered. -kevin here is the meat of our rt.conf VirtualHost rt.potsdam.edu:443 ... SSL stuff ... Alias /me /SelfService Alias /selfservice /SelfService Location / AllowOverride All Options ExecCGI FollowSymLinks SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid AuthLDAPGroupAttribute memberUid AuthLDAPGroupAttributeIsDN off AuthName Tracking System AuthType Basic AuthBasicProvider ldap /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost /SelfService works but /me results in 'The page you requested could not be found' Granted this is not a RT issue, just wondering if anyone sees something wrong or can help / point me in a direction to get this working. -Ron RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?
Thanks Kevin. I did in fact misinterpret the meaning of the field then as I thought it meant to fill the drop down values from a web service. I didn't realize it was referring to an iFrame. On Mon, Feb 6, 2012 at 4:42 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Feb 06, 2012 at 11:32:47AM -0500, Jim Lesinski wrote: There seems to be a lot of confusion about what I am asking. I am sorry if I am not making myself clear. Please check out the attached image which shows exactly what I am looking at. Maybe I am interpreting it wrong, but the field Jeff describes is not the one I am asking about. I am referring to the field below it called Include Page which states: RT can include content from another web service when showing this custom field. Fill in this field with a URL. RT will replace __id__ and __CustomField__ with the record's id and the custom field's value, respectively. Some browsers may only load content from the same domain as your RT server. This seems to imply to me that the custom field can in fact include values from a web service. Or does this mean that it can render content in an iFrame or something? If someone can clarify what that field does I think that would be all I need. This means that you can render content into an iframe using the value of the custom field. If your user selected Foo from a custom field, RT can make a call to an external webservice with Foo and some other information and then iframe the data into Ticket/Display.html (assuming you don't violate any of the security restrictions on iframes). If you want to control the values of a custom field, you will need to read the docs/extending/external_custom_fields.pod document you referenced earlier. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] CustomField input must match formatting in edit
I've noticed this in both IE and FireFox. I'm running 4.0.4. When editing a ticket that has custom fields with validation (mandatory), some of them display the Input must match... under the CF name, not the entry. For example (hopefully this will format right on the listserv), if I have a select 1 value dropdown, it will look like this: CF Name Dropdown box italics Select one value red italicsInput must match [Mandatory] In other types of fields, like a text area, it looks like this: CF Name TextArea italics Select one value TextArea Continued red italicsInput must match [Mandatory] Actually, it looks like select one value is the only one that formats that way, which when I look at it, looks correct/clean. When it's shifted left, to me anyways, it implies the field below, not above, is mandatory. I tried monkeying with the CSS to see if I could get it to place right, but it didn't. I'm not sure which is the intended way for it to format, but it'd be nice to either be able to change it, or at least have it consistent for all field types. Maybe a different topic, but while debugging the formatting above, I noticed if I use a * in a custom field validation (ie: I want to allow the field to contain only digits or be empty, so I modified the regex from ^[\d.]+$ to ^[\d.]*$), the validation works, but it doesn't display the Input must match... text at all. Thanks! Brent RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] a tad OT, need assistance with aliasing /me to /SelfService
From the code of Plack::Handler::Apache2
if ($location eq '/') {
# Location / could be handled as a 'root' case where we make
# everything PATH_INFO and empty SCRIPT_NAME as in the PSGI spec
$env-{SCRIPT_NAME} = '';
} elsif ($path_info =~ s{^($location)/?}{/}) {
$env-{SCRIPT_NAME} = $1 || '';
} else {
# Apache's Location is matched but here is not.
# This is something wrong. We can only respect original.
$r-server-log_error(
Your request path is '$path_info' and it doesn't match your
Location(Match) '$location'. .
This should be due to the configuration error. See perldoc
Plack::Handler::Apache2 for details.
So the request is falling under the last option here. Plack is not liking the
way you have your config written for aliasing. I would look at aliasing again
in apache.
Alias /me/ /opt/rt4/share/html/SelfService/
Directory /opt/rt4/share/html/SelfService/
Location /
...
...
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ronald J Yacketta
Sent: Monday, February 06, 2012 4:38 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] a tad OT,need assistance with aliasing /me to
/SelfService
I know this isn't exactly the answer to your question, but when users
log in to RT, they'll be directed to SelfService if they are
Unprivileged users. Are you trying to push Privileged users off to
SelfService, and if so, why not just make them Unprivileged?
/SelfService works flawlessly, we just have a requirement to redirect /me and
/selfservice to /SelfService.
Also - your Apache error log is often more useful to debug these
things than the error presented in your browser.
I checked the logs first before posting, which tossed this cryptic entry
[Mon Feb 06 15:55:22 2012] [error] Your request path is '/me/' and it doesn't
match your Location(Match) '/opt/rt4/share/html/SelfService/'.
This should be due to the configuration error. See perldoc
Plack::Handler::Apache2 for details.
Looking at the perldoc does nothing but leave one even more bewildered.
-kevin
here is the meat of our rt.conf
VirtualHost rt.potsdam.edu:443
... SSL stuff ...
Alias /me /SelfService
Alias /selfservice /SelfService
Location /
AllowOverride All
Options ExecCGI FollowSymLinks
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /opt/rt4/sbin/rt-server
AuthLDAPURL ldap://xyz.potsdam.edu/o=some_o?uid
AuthLDAPGroupAttribute memberUid
AuthLDAPGroupAttributeIsDN off
AuthName Tracking System
AuthType Basic
AuthBasicProvider ldap
/Location
Perl
use Plack::Handler::Apache2;
Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server);
/Perl
/VirtualHost
/SelfService works but /me results in 'The page you requested could
not be found'
Granted this is not a RT issue, just wondering if anyone sees
something wrong or can help / point me in a direction to get this working.
-Ron
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(http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
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Re: [rt-users] a tad OT, need assistance with aliasing /me to /SelfService
I know this isn't exactly the answer to your question, but when users log in to RT, they'll be directed to SelfService if they are Unprivileged users. Are you trying to push Privileged users off to SelfService, and if so, why not just make them Unprivileged? /SelfService works flawlessly, we just have a requirement to redirect /me and /selfservice to /SelfService. Also - your Apache error log is often more useful to debug these things than the error presented in your browser. I checked the logs first before posting, which tossed this cryptic entry [Mon Feb 06 15:55:22 2012] [error] Your request path is '/me/' and it doesn't match your Location(Match) '/opt/rt4/share/html/SelfService/'. This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details. That was from a previous attempt before using fastcgi, I am not seeing any errors in error_log or ssl_error_log. Seeing a bunch of http '200' status in access_log: 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/css/cloud.css HTTP/1.1 200 906 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/css/aileron-squished-16ded280fbc9be3ce3c3dcff881df9a7.css HTTP/1.1 200 75810 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/js/squished-6812ec8beec9403a8b720b6be4f3d8c9.js HTTP/1.1 200 209347 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/css/web2/images/background-gradient.png HTTP/1.1 200 394 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/images/logo.jpg HTTP/1.1 200 6403 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/css/images/arrows-grey.png HTTP/1.1 200 256 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/images//bplogo2.gif HTTP/1.1 200 164 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/css/images/shadow.png HTTP/1.1 200 1698 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:33 -0500] GET /NoAuth/images/jquery_ui/ui-bg_flat_75_ff_40x100.png HTTP/1.1 200 178 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:34 -0500] GET /NoAuth/css/print.css HTTP/1.1 200 973 https://rt.potsdam.edu/me; Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 24.59.69.66 - - [06/Feb/2012:17:42:34 -0500] GET /NoAuth/images/favicon.png HTTP/1.1 200 335 - Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/535.7 (KHTML, like Gecko) Chrome/16.0.912.77 Safari/535.7 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] CustomField input must match formatting in edit
Hi, A screenshot would be helpful. On Tue, Feb 7, 2012 at 02:46, Brent Wiese bwi...@elementps.com wrote: I’ve noticed this in both IE and FireFox. I’m running 4.0.4. When editing a ticket that has custom fields with validation (mandatory), some of them display the “Input must match…” under the CF name, not the entry. For example (hopefully this will format right on the listserv), if I have a select 1 value dropdown, it will look like this: CF Name Dropdown box italics Select one value red italicsInput must match [Mandatory] In other types of fields, like a text area, it looks like this: CF Name TextArea italics Select one value TextArea Continued red italicsInput must match [Mandatory] Actually, it looks like “select one value” is the only one that formats that way, which when I look at it, looks correct/clean. When it’s shifted left, to me anyways, it implies the field below, not above, is mandatory. I tried monkeying with the CSS to see if I could get it to place right, but it didn’t. I’m not sure which is the intended way for it to format, but it’d be nice to either be able to change it, or at least have it consistent for all field types. Maybe a different topic, but while debugging the formatting above, I noticed if I use a * in a custom field validation (ie: I want to allow the field to contain only digits or be empty, so I modified the regex from ^[\d.]+$ to ^[\d.]*$), the validation works, but it doesn’t display the “Input must match…” text at all. Thanks! Brent 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] a tad OT, need assistance with aliasing /me to /SelfService
On Mon, Feb 06, 2012 at 05:38:23PM -0500, Ronald J Yacketta wrote: I know this isn't exactly the answer to your question, but when users log in to RT, they'll be directed to SelfService if they are Unprivileged users. Are you trying to push Privileged users off to SelfService, and if so, why not just make them Unprivileged? /SelfService works flawlessly, we just have a requirement to redirect /me and /selfservice to /SelfService. That doesn't actually answer my question. If your Unprivileged user logs into RT, RT will issue a redirect to /SelfService. There's no need to know about /me or /selfservice since the users just go to the top level domain. I'm trying to understand your use case for /me and /selfservice Also - your Apache error log is often more useful to debug these things than the error presented in your browser. I checked the logs first before posting, which tossed this cryptic entry [Mon Feb 06 15:55:22 2012] [error] Your request path is '/me/' and it doesn't match your Location(Match) '/opt/rt4/share/html/SelfService/'. This should be due to the configuration error. See perldoc Plack::Handler::Apache2 for details. Plack apparently doesn't like being reached via something other than the Location where it is configured (Plack is the library we use to talk to Apache). Try issuing a redirect rather than an Alias. -kevin pgp8Tu4bFDKHW.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Mail Attachment: how to add a link instead of sending the file?
http://requesttracker.wikia.com/wiki/AddAttachmentLinksToMail On Mon, Feb 6, 2012 at 15:11, Jacques Foucry jacques.fou...@novasparks.com wrote: Hello RT community, I run RT 3.8.10 on a 6.0.1 Debian with Apache2. I really new at RT and very bad with perl :-( Our mail provider does not allow us to sent tar.gz files but some of your customer sent .tar.gz files. RT receive those attachments and try to send them to all AdminCCs. As expected, the mail bounce. So the solution could to not sent the attachment but put a link to this attachment is the ticket mail. But I cannot found any parameters to do that. I've check the mailing archive with no success to (may be I did see the right message). Help will be really appreciate . Thanks in advance, Jacques Foucry 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] CustomField input must match formatting in edit
Sorry, wasn't sure if a screenshot would come through on the list. Attached. Brent Wiese Direct Number: (480) 993-0788 Mobile Number: (480) 286-6557 -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, February 06, 2012 3:55 PM To: Brent Wiese Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] CustomField input must match formatting in edit Hi, A screenshot would be helpful. On Tue, Feb 7, 2012 at 02:46, Brent Wiese bwi...@elementps.com wrote: I’ve noticed this in both IE and FireFox. I’m running 4.0.4. When editing a ticket that has custom fields with validation (mandatory), some of them display the “Input must match…” under the CF name, not the entry. For example (hopefully this will format right on the listserv), if I have a select 1 value dropdown, it will look like this: CF Name Dropdown box italics Select one value red italicsInput must match [Mandatory] In other types of fields, like a text area, it looks like this: CF Name TextArea italics Select one value TextArea Continued red italicsInput must match [Mandatory] Actually, it looks like “select one value” is the only one that formats that way, which when I look at it, looks correct/clean. When it’s shifted left, to me anyways, it implies the field below, not above, is mandatory. I tried monkeying with the CSS to see if I could get it to place right, but it didn’t. I’m not sure which is the intended way for it to format, but it’d be nice to either be able to change it, or at least have it consistent for all field types. Maybe a different topic, but while debugging the formatting above, I noticed if I use a * in a custom field validation (ie: I want to allow the field to contain only digits or be empty, so I modified the regex from ^[\d.]+$ to ^[\d.]*$), the validation works, but it doesn’t display the “Input must match…” text at all. Thanks! Brent RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. attachment: CF.jpg RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Importing Tickets and Comments
Hi, I have an old other ticketing system that I'd like to import data from into RT. I've read this Wiki page: http://requesttracker.wikia.com/wiki/ManualApprovals and I've also read this man page: perldoc RT::Action::CreateTickets And I get how to import the main ticket itself...but how can I import ticket comments? The old system has 10 years worth of comments that I'd like to also get into RT. Is there a way to do this without hacking the database? -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Tim Gustafsont...@soe.ucsc.edu Baskin School of Engineering 831-459-5354 UC Santa Cruz Baskin Engineering 317B -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
