date:20120827

Hi, is this even possible

Thanks and regards

 From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com 
Sent: Friday, 24 August 2012, 15:54
Subject: [rt-users] show update stat of a ticket

Hi, is there a way to display a column under 10 highest priority tickets I 
own which will show the ticket response status like waiting for customer or 
in progress or reviewing something like that.

Thanks and best regards

[rt-users] Logging and timestamp

2012-08-27 Thread Shrivallabh Deshmukh

Folks,

it looks like the RT logs are all in GMT.

Now, within apache's access and error logs. apache logs using my system
timezone which is EDT.

It gets interleaved with RT logs which are GMT.

This is confusing.

I have already seen this.

http://old.nabble.com/RT-log-has-wrong-timezone-td14893147.html

Anybody who has solved this problem in better manner than changing code?

Is there a better solution in 4.x

Regards,


Shrivallabh

[rt-users] status change when reply on resolved ticket

Hi, I just ran in to a vired thing. when I reply on a ticker which is been 
marked as resolved the status changes back to open any help to stop this 
behavior.

Thanks and regards

Re: [rt-users] External Custom Field query based an other Custom Field value

2012-08-27 Thread DupondEt Dupont

Hi,

Anyone have an idea?

JMC

2012/8/24 DupondEt Dupont jean.mic...@gmail.com

 Hi all,

 i recently install lastest RT 4 release and start setting up external
 custom fields from an Oracle query. (as describe in
 docs/extending/external_custom_fields.pod)

 Everything work really fine, until i decided to use previously filled
 custom fied as argument in an other external custom field search.

 In this study case ;) , both custom fields are assigned to ticket.
 The first external CF (name Client) retrieve customer list and CF store
 the value I have select.
 The second external CF (name Machine) should retrieve hostname for the
 customer select in CF Client...

 Here is the piece of PERL code for CF Machine
 (/opt/rt4/lib/RT/CustomFieldValues/Test2.pm)

 -
 package RT::CustomFieldValues::Test2;

 use strict;
 use warnings;
 use DBI;
 use DBD::Oracle;
 use base qw(RT::CustomFieldValues::External);

 sub SourceDescription {
 return 'test2';
 }

 sub ExternalValues {
 my $self = shift;
 # the previsous custom field name
 my $CFName = 'Client';
 # should store the name of my customer...
 my $CFClient = $self-TicketObj-FirstCustomFieldValue($CFName);
 my $i = 0;
 my @res;
 my $Hostname
 my $dbh =
 DBI-connect(dbi:Oracle:host=XXX.XXX.XXX.XXX;sid=XX;port=,,,
 {ora_session_mode = 0, PrintError =0});
 my $req = SELECT distinct HOSTNAME FROM my_table where
 CLIENT='$CFClient';
 my $hreq = $dbh-prepare($req);
 $hreq-execute();;
 $hreq-bind_columns(\$Hostname);
 while ($hreq-fetch()){
 push @res, {
 name= $Hostname,
 description = $Hostname,
 sortorder   = $i++,
 };
 }
 return \@res;
 }

 -

 I used $self-TicketObj-FirstCustomFieldValue($CFName) but it's not know
 in this context apparently as Data::Dumper shows me...(but
 $self-CurrentUser is)

 I hope you'll have a solution to deal with this, cause i got no more ideas.

 Thank you in advance for your time.

 JMC

[rt-users] Fulltext search with date ranges

2012-08-27 Thread Jason Doran

Hi,

I know the caveats with enabling a fulltext search on a non- PostgreSQL
or sphinx setup. However,

Can RT do a fulltext search (/Search/Simple.html) with a date range?

I suspect the answer is no, that this is not a supported field, but 
thought I would ask anyway; something like:

fulltext:coffee Created-2 days ago and Created = today

I have a portlet that I copied from 
http://requesttracker.wikia.com/wiki/Full_Text_Search_Portlet

and see date ranges here for a sphinx search: 
http://requesttracker.wikia.com/wiki/IntegrateSphinx

and thought that adding date ranges to Full_Text_Search_Portlet
might make this a little faster.

It is currently fine in testing with about 30,000 tickets;
v. slow for resolved tickets as expected, but fine at the moment
for open/stalled/new tickets.


RT: 4.0.6
MySql: mysql-5.0.95-1.el5_7.1
no sphinx (for another day)


Regards,
Jason Doran
National University of Ireland, Maynooth

Re: [rt-users] RT Installation

2012-08-27 Thread Mik J

Thank you Christian for the link it really helped,

I looked at that page
http://wiki-archive.bestpractical.com/view/ManualApacheConfig
and the one you gave me

And they said that only mod_perl 1.9x causes problems. Actually I use version 
1.31

The reason why I use Apache 1.3.29 and mod-perl 1.31 is because they are 
provided with OpenBSD (I use version 5.1 which has been release in may)

I tried this configuration for my virtualhost configuration

VirtualHost *
ServerAdmin root@localhost
DocumentRoot /htdocs
ServerName 192.168.1.1
Location /rty/
        AddDefaultCharset UTF-8
        SetHandler perl-script
        PerlHandler Plack::Handler::Apache1
    PerlSetVar psgi_app /var/www/htdocs/rty/sbin/rt-server
    PerlRequire /var/www/htdocs/rty/monstartup.pl
        Options ExecCGI Indexes FollowSymLinks
        PerlSendHeader On
        Order allow,deny
        Allow from all
/Location
    Perl
  use Plack::Handler::Apache1;
  Plack::Handler::Apache1-preload(/var/www/htdocs/rty/sbin/rt-server);
    /Perl
ErrorDocument 404 /404.html
ErrorLog logs/192.168.1.1-error_log
CustomLog logs/192.168.1.1-access_log common
/VirtualHost

I have now the following error in my logs when my Apache is chrooted

[Mon Aug 27 14:17:37 2012] [error]: could not find component for initial path 
'/share/html' (component roots are: '/var/www/htdocs/rty/local/html', 
'/var/www/htdocs/rty/share/html') 
(/var/www/htdocs/rty/sbin/../lib/RT/Interface/Web/Handler.pm:208)

If I remove the chroot I have this error
[Mon Aug 27 16:24:00 2012] [error] [client 192.168.1.111] File does not exist: 
/var/www/htdocs/Install/index.html
It's trying to look the index.html in /var/www/htdocs/Install/ instead of 
/var/www/htdocs/rty/share/html/Install/

Both problems seem to be path related. I'm going to keep on searching but by 
chance if anyone had this problem, I'll be pleased to hear it


I have been able to run RT in standalone four hours ago, I was very happy about 
that.





 De : Christian Loos cl...@netcologne.de
À : rt-us...@lists.fsck.com
Cc : rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com 
Envoyé le : Lundi 27 août 2012 14h03
Objet : Re: [rt-users] RT Installation
 
Am 27.08.2012 09:29, schrieb Mik J:
 Hello Christian,
 
 Thank you for your answer.
 
 I didn't install RT 4.0.6 because there was a compatibility version issue 
 with URI (= 1.59). Mine was older.
 Now that I have and updated URI perl module, I installed RT 4.0.6
 My second problem is the Apache virtualhost configuration. I use Apache 
 1.3.29
 So far it looks like this:
 VirtualHost *
     ServerAdmin root@localhost
     DocumentRoot /htdocs
     ServerName 192.168.99.1
     PerlModule Apache::PerlRun
     Location /rtx/
         AddDefaultCharset UTF-8
         SetHandler perl-script
         PerlHandler Apache::PerlRun
         PerlRequire /var/www/htdocs/rty/mystartup.pl
         Options ExecCGI Indexes FollowSymLinks
         PerlSendHeader On
         Order allow,deny
         Allow from all
     /Location
     ErrorDocument 404 /404.html
     ErrorLog logs/192.168.99.1-error_log
     CustomLog logs/192.168.99.1-access_log common
 /VirtualHost
 
 Should I use RT::Mason as the PerlHandler ? (Many wikis talk about it)
 In my setup I have Apache chrooted, so mod_perl loads the installed modules 
 at startup (I specify the list in mystartup.pl)
 As you can see RT is installed in /htdocs/rty directory. Do you have any 
 comment on my Apache configuration ?
 
 Thank you

You should read docs/web_deployment.pod or the online version:
https://github.com/bestpractical/rt/blob/stable/docs/web_deployment.pod

Notice that mod_perl 1.xx (which I think apache 1.3 is using) isn't
supported.

Chris

Re: [rt-users] RT Installation

2012-08-27 Thread Rainer Duffner

Am Mon, 27 Aug 2012 15:39:05 +0100 (BST)
schrieb Mik J mikyde...@yahoo.fr:

 Thank you Christian for the link it really helped,
 
 I looked at that page
 http://wiki-archive.bestpractical.com/view/ManualApacheConfig
 and the one you gave me
 
 And they said that only mod_perl 1.9x causes problems. Actually I use
 version 1.31
 
 The reason why I use Apache 1.3.29 and mod-perl 1.31 is because they
 are provided with OpenBSD (I use version 5.1 which has been release
 in may)


Isn't there an apache22 port for OpenBSD?

OpenBSD refused to import apache2

Re: [rt-users] Fulltext search with date ranges

2012-08-27 Thread Thomas Sibley

On 08/27/2012 06:24 AM, Jason Doran wrote:
 Can RT do a fulltext search (/Search/Simple.html) with a date range?
 
 I suspect the answer is no, that this is not a supported field, but 
 thought I would ask anyway; something like:
 
 fulltext:coffee Created-2 days ago and Created = today

You can access full text searching through the normal search builder
too, just choose Content as your field, matches as the operator, and
coffee as the value (which will produce: Content LIKE coffee).

FTS is not limited to the simple search.

Re: [rt-users] External Custom Field query based an other Custom Field value

Hi,

At this moment it's impossible to do like you want it to do. External
custom fields should return all possible values.

You should configure one CF to be based on other in the UI and in your code
for that CF return Category. Category should be a value of first CF.

Hope you don't have thousands of machines.

Ruslan from phone.
27.08.2012 16:31 пользователь DupondEt Dupont jean.mic...@gmail.com
написал:

 Hi,

 Anyone have an idea?

 JMC

 2012/8/24 DupondEt Dupont jean.mic...@gmail.com

 Hi all,

 i recently install lastest RT 4 release and start setting up external
 custom fields from an Oracle query. (as describe in
 docs/extending/external_custom_fields.pod)

 Everything work really fine, until i decided to use previously filled
 custom fied as argument in an other external custom field search.

 In this study case ;) , both custom fields are assigned to ticket.
 The first external CF (name Client) retrieve customer list and CF store
 the value I have select.
 The second external CF (name Machine) should retrieve hostname for the
 customer select in CF Client...

 Here is the piece of PERL code for CF Machine
 (/opt/rt4/lib/RT/CustomFieldValues/Test2.pm)

 -
 package RT::CustomFieldValues::Test2;

 use strict;
 use warnings;
 use DBI;
 use DBD::Oracle;
 use base qw(RT::CustomFieldValues::External);

 sub SourceDescription {
 return 'test2';
 }

 sub ExternalValues {
 my $self = shift;
 # the previsous custom field name
 my $CFName = 'Client';
 # should store the name of my customer...
 my $CFClient = $self-TicketObj-FirstCustomFieldValue($CFName);
 my $i = 0;
 my @res;
 my $Hostname
 my $dbh =
 DBI-connect(dbi:Oracle:host=XXX.XXX.XXX.XXX;sid=XX;port=,,,
 {ora_session_mode = 0, PrintError =0});
 my $req = SELECT distinct HOSTNAME FROM my_table where
 CLIENT='$CFClient';
 my $hreq = $dbh-prepare($req);
 $hreq-execute();;
 $hreq-bind_columns(\$Hostname);
 while ($hreq-fetch()){
 push @res, {
 name= $Hostname,
 description = $Hostname,
 sortorder   = $i++,
 };
 }
 return \@res;
 }

 -

 I used $self-TicketObj-FirstCustomFieldValue($CFName) but it's not know
 in this context apparently as Data::Dumper shows me...(but
 $self-CurrentUser is)

 I hope you'll have a solution to deal with this, cause i got no more
 ideas.

 Thank you in advance for your time.

 JMC

Re: [rt-users] status change when reply on resolved ticket

On Mon, Aug 27, 2012 at 2:46 PM, Asanka Gunasekera
asanka_gunasek...@yahoo.co.uk wrote:
 Hi, I just ran in to a vired thing. when I reply on a ticker which is been
 marked as resolved the status changes back to open any help to stop this
 behavior.

It's auto open scrip kicks in. In 3.8 and recent 4.0.x releases
(earlier 4.0 releases lost this functionality) allow you to pick
status in the UI on reply to avoid the change.

You can disable the scrip, but this means that tickets are not
re-opened when requestors reply.

 Thanks and regards




-- 
Best regards, Ruslan.

Re: [rt-users] sending mail from scrip action

On Sat, Aug 25, 2012 at 03:59:12PM +0200, Gergely Buday wrote:
 I would like to send e-mails from the scrip preparation code. I use

First thing - Don't send mail or make changes from the Preparation
stage of a scrip, do it from the commit.

You also don't say what you're trying to do, but trying to invoke
SendEmail from a UserDefined scrip action probably isn't going to work
quite right.

Are you trying to change @ISA from inside the boxes in the Admin UI?

If you actually need to subclass SendEmail (like Notify does) you
almost certainly need to write code on the filesystem and load it in.

If you tell the list what you're trying to do, someone might be able
to point you to a simpler solution.

-kevin

 require RT::Action::SendEmail;
 use strict;
 use vars qw/@ISA/;
 @ISA = qw(RT::Action::SendEmail);
 
 and would like to set
 
 $self-SetTemplate(25);
 
 but against my expectation $self is not the scrip object but
 Action::UserDefined which does not allow setting the template. At the
 end I would send the mail by
 
  @{ $self-{'To'} } = $followerEmail;
  $self-SUPER::Prepare();
  $self-SUPER::Commit();
 
 If I do not set the template, then the ::Prepare call does not work,
 lacking the TemplateObj.
 
 How could I do this properly?
 
 - Gergely


pgpmajm1BM2bI.pgp
Description: PGP signature

Re: [rt-users] show update stat of a ticket

On Mon, Aug 27, 2012 at 08:41:23AM +0100, Asanka Gunasekera wrote:
Hi, is this even possible

I replied to your mail on the mailing list on Friday.

-kevin


 --
 
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Sent: Friday, 24 August 2012, 15:54
Subject: [rt-users] show update stat of a ticket
Hi, is there a way to display a column under [1]10 highest priority 
 tickets I own which will
show the ticket response status like waiting for customer or in progress 
 or reviewing
something like that.
Thanks and best regards
 
 References
 
Visible links
1. 
 https://192.168.11.39/Search/Results.html?Format=%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__id__%3C%2Fa%3E%2FTITLE%3A%23%27%2C%0A%27%3Ca%20href%3D%22%2FTicket%2FDisplay.html%3Fid%3D__id__%22%3E__Subject__%3C%2Fa%3E%2FTITLE%3ASubject%27%2C%0A%27__Priority__%27%2C%0A%27__ExtendedStatus__%27Order=DESC%7CASC%7CASC%7CASCOrderBy=PriorityQuery=%20Owner%20%3D%20%27__CurrentUser__%27%20AND%20%28%20Status%20%3D%20%27new%27%20OR%20Status%20%3D%20%27open%27%29RowsPerPage=50


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Description: PGP signature

[rt-users] How To Assign IP to Incident Report From Subject Line?

2012-08-27 Thread Hayes, Bert

Howdy, List.  I'm running RTIR 3.0.0rc1; I'm super-new to RT but
super-experienced with incident handling and hacking on Perl. 

I have an automated process that emails RTIR various alerts on various
systems; each email is for a single system and its IP address is
included in the subject of the alert.  When I take the ticket, this
creates an incident report.  I already have a field in the incident
report for the IP address, but I'd like that field to automatically be
populated with the IP address that's listed in the subject line.

This has probably been covered before; my Google-Fu is sharp, but my
understanding of RT is still dull.

Thanks.

-Bert

--
Bert Hayes, GSEC, GCIH, GCFA, GWAPT
Information Technology Security Analyst II
Texas Education Agency
bert.ha...@tea.state.tx.us

Re: [rt-users] status change when reply on resolved ticket

Thanks Ruslan

 From: Ruslan Zakirov r...@bestpractical.com
To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk 
Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com 
Sent: Monday, 27 August 2012, 21:27
Subject: Re: [rt-users] status change when reply on resolved ticket

On Mon, Aug 27, 2012 at 2:46 PM, Asanka Gunasekera
asanka_gunasek...@yahoo.co.uk wrote:
 Hi, I just ran in to a vired thing. when I reply on a ticker which is been
 marked as resolved the status changes back to open any help to stop this
 behavior.

It's auto open scrip kicks in. In 3.8 and recent 4.0.x releases
(earlier 4.0 releases lost this functionality) allow you to pick
status in the UI on reply to avoid the change.

You can disable the scrip, but this means that tickets are not
re-opened when requestors reply.

 Thanks and regards

-- 
Best regards, Ruslan.

Re: [rt-users] status change when reply on resolved ticket

Hi Ruslan but what if a customer replies to an resolved ticket just to confirm 
that the work was competed to his/her satisfaction, how can I handle such a 
scenario. I dont want this reopened but add the customer reply as it is

Thanks and Regards







 From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: Ruslan Zakirov r...@bestpractical.com 
Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com 
Sent: Monday, 27 August 2012, 22:33
Subject: Re: [rt-users] status change when reply on resolved ticket
 

Thanks Ruslan




 From: Ruslan Zakirov r...@bestpractical.com
To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk 
Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com 
Sent: Monday, 27 August 2012, 21:27
Subject: Re: [rt-users] status change when reply on resolved ticket
 
On Mon, Aug 27, 2012 at 2:46 PM, Asanka Gunasekera
asanka_gunasek...@yahoo.co.uk wrote:
 Hi, I just ran in to a vired thing. when I reply on a ticker which is been
 marked as resolved the status changes back to open any help to stop this
 behavior.

It's auto open scrip kicks in. In 3.8 and recent 4.0.x releases
(earlier 4.0 releases lost this functionality) allow you to pick
status in the UI on reply to avoid the change.

You can disable the scrip, but this means that tickets are not
re-opened when requestors reply.

 Thanks and regards




-- 
Best regards, Ruslan.

[rt-users] [rt-announce] RT 3.8.14 Released

I'm happy to announce that RT 3.8.14 is now available.

http://download.bestpractical.com/pub/rt/release/rt-3.8.14.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-3.8.14.tar.gz.sig

SHA1 sums

0ea5e7598e9bf75156629f6358192b6f62035f8a  rt-3.8.14.tar.gz
49d1cf9e280edd23e9c467c80adc48922eb959fb  rt-3.8.14.tar.gz.sig

This release contains two fixes related to the 3.8.12 security release.

Access to search results URLs is now CSRF whitelisted, based on user feedback.
An error in rt-email-dashboards has been corrected.

A complete changelog is available from git by running:
  git log rt-3.8.13..rt-3.8.14
or on github with
https://github.com/bestpractical/rt/compare/rt-3.8.13...rt-3.8.14


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Re: [rt-users] How To Assign IP to Incident Report From Subject Line?

On Mon, Aug 27, 2012 at 11:47:27AM -0500, Hayes, Bert wrote:
 Howdy, List.  I'm running RTIR 3.0.0rc1; I'm super-new to RT but
 super-experienced with incident handling and hacking on Perl. 
 
 I have an automated process that emails RTIR various alerts on various
 systems; each email is for a single system and its IP address is
 included in the subject of the alert.  When I take the ticket, this
 creates an incident report.  I already have a field in the incident
 report for the IP address, but I'd like that field to automatically be
 populated with the IP address that's listed in the subject line.
 
 This has probably been covered before; my Google-Fu is sharp, but my
 understanding of RT is still dull.

Since RTIR already searches the content of the email for IP addresses
(and automatically stores them in the IP Custom Field) I'd probably
make a local modification to lib/RT/Action/RTIR_FindIP.pm in my local/
directory to look in Content and Subject.

That particular Action module could be refactored to make looking in 
multiple places easier.

-kevin


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Description: PGP signature

[rt-users] [rt-announce] RT 4.0.7 Released

I'm happy to announce that RT 4.0.7 is now available.

http://download.bestpractical.com/pub/rt/release/rt-4.0.7.tar.gz
http://download.bestpractical.com/pub/rt/release/rt-4.0.7.tar.gz.sig

SHA1 sums
4c6ba7c3311e0fc42bb99434e91d03318c24186f  rt-4.0.7.tar.gz
e162aa17cacecc714ec744545c52c4ac7238c816  rt-4.0.7.tar.gz.sig

This release contains a number of bugfixes since the 4.0.6 release.
In particular, we have adjusted the CSRF warning for a few pages based
on user feedback.

This release bumps dependencies on Email::Address, FCGI and IPC::Run so
please make sure to run 'make testdeps' and if required 
'make fixdeps' before upgrading. Running 'make upgrade' will also
check your installed versions for errors.

Security

* Bump the FCGI dependency to one which closes CVE-2011-2766
  The 4.0 series did not specify a minimum FCGI version and it's
  possible that a vulnerable release of the perl FCGI module was
  installed when you set up an earlier release of 4.0.x

Features

* Allow specification of your CSRF Whitelist Referrer using *.example.com 
* Allow searching for tickets associated with articles using a:42
* Upgrade our Date/Time picker JS, allow unsetting of CFs
* Improve display of circularly linked tickets
* Optimize the large table changes between 3.2 and 3.4 for MySQL
* Provide a better error if your CreateTickets template is malformed
* Add the ExtractTicketId function to make customizing ticket id
  matching easier

Bugfixes

* Don't trust emails that claim to be UTF-8, convert it to UTF-8 before storing
* Fix a shredder bug when deleting a user and replacing it with another user
* Remove CSRF restrictions on search results page
* Ensure that TransactionBatch scrips always run in the RT::System
  context rather than having some sub-objects in the original user's
  context.
* Better display of multipart/related mail
* Remove some warnings when running under Perl 5.16
* Better errors when viewing approvals without rights
* Bring back rounded corners on FireFox = 13 by using the standard
  border-radius property
* $Users-LimitCustomField now ignores disabled ObjectCustomFieldValues
  properly (same for other non-ticket objects).
* Versions of IPC::Run  0.90 could truncate labels on charts that
  contain UTF-8 characters
* Fix a rendering issue where certain emails would cause the history to
  render progressively more staggered to the right
* Make owner:falcone and owner:falc...@example.com work
* CF.{Foo} TicketSQL searches are now case insensitive on Pg and Oracle
* Tickets with Unicode subjects created through the Web UI could end up
  being corrupted on reply because of other headers passed to MIME::Head
* Ignore DECRYPTION_INFO from GnuPG 1.4.12
* Record LastUpdated(By) on Scrips
* Simple Search now handles Custom Fields with dashes
* Remove another hardcoded use of 'resolved' in the mailgate unsafe actions
* When deleting dashboards, also delete subscriptions
* Fix rendering of links from bin/rt
* Don't allow ticket creation if your REST form contains an unknown field
* Skip users with empty email addresses in autocompletion
* Loosen our detection of mobile browser to search for the word 'mobile'
* Don't provide a charset on download of binary attachments
* Fix UseSideBySideLayout to not be cached across users
* Ensure that article searches are case insensitive
* QueueSummaryByStatus now uses the improved code from QueueSummaryByLifecylcle

A complete changelog is available from git by running 
`git log rt-4.0.6..rt-4.0.7`
or visiting
https://github.com/bestpractical/rt/compare/rt-4.0.6...rt-4.0.7
although they will not load all of the commits.


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Re: [rt-users] Extra requestor being added

2012-08-27 Thread David T. Grayston

Thanks for the advice Thomas - wish I'd known about those utilities before but 
still learning about RT and I get a bit ahead of myself.

rt-validator -c definitely uncovered a number of orphaned Transaction records 
and others that needed to be removed. Much better than hunting around and using 
raw SQL.

David

--
David T. Grayston Systems  Database Administrator
University of Washington   School of Public Health
Office of the Dean

 -Original Message-
 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
 boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
 Sent: Friday, August 24, 2012 3:57 PM
 To: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Extra requestor being added
 
 On 08/24/2012 03:39 PM, David T. Grayston wrote:
  Just following up to add that I’ve fixed this issue – definitely
  self-inflicted by previously editing the database directly . Prior to
  officially deploying for use I’d wanted to keep all of the queues,
  users, scrips, and templates that had been setup but wanted to remove
  all of the testing tickets and re-set the ticket count to #1. I missed
  fully purging the Groups table entries that make associations between
  ticket and the different roles/groups that are part of the ticket.
   Removing the remaining orphaned entries (for ticket numbers not-yet
  created) seems to have cured this issue.
 
 You'll probably want to run rt-validator now to see what other cruft is
 hanging around the database.
 
 For future reference, rt-shredder is what you should be using to delete data
 from the database, not SQL.

Re: [rt-users] Logging and timestamp

On Mon, Aug 27, 2012 at 02:23:02PM +0530, Shrivallabh Deshmukh wrote:
it looks like the RT logs are all in GMT.
Now, within apache's access and error logs. apache logs using my system 
 timezone which is EDT.
It gets interleaved with RT logs which are GMT.
This is confusing.
I have already seen this.
[1]http://old.nabble.com/RT-log-has-wrong-timezone-td14893147.html
Anybody who has solved this problem in better manner than changing code?
Is there a better solution in 4.x

RT does everything internally in GMT, including log.
If you don't want that, have RT log to syslog.

-kevin


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Re: [rt-users] status change when reply on resolved ticket

2012-08-27 Thread Duncan McEwan

Asanka,

 but what if a customer replies to an resolved ticket just to confirm that
 the work was competed to his/her satisfaction, how can I handle such a
 scenario. I dont want this reopened but add the customer reply as it is

You can't have it both ways.  Either you disable the auto open scrip in
which case you potentially miss a customer responding to a resolved ticket
to say the problem is not fixed.  Or you leave the scrip enabled in which
case you may have to manually re-resolve tickets that are reopened due to
Thank-you emails.

We do that latter and find it not that big a deal for our ticket volumes.  
Your situation may well be different.

I suppose you could try writing your own auto open scrip that searched
through the body of a reply to try to figure out whether it looked like it
was just saying thank you.  Maybe someone has already put something like
this on the wiki.  If not, good luck getting something that works reliably...!

The other suggestion that has been made on the list from time to time is
to have an On resolve scrip with a template that includes text along
the lines of There is no need to reply to this message to thank us if
this issue is now resolved as that will just reopen this closed ticket.
But you'll still get some users doing it anyway...

Duncan

Re: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?

Hi,

On Mon, Aug 27, 2012 at 1:50 AM, Dave Fitches
david.fitc...@unimelb.edu.au wrote:
Morning Alberto,

I DID find that article previously, but I have to say
(embarrassingly) that I couldn't work it out (Seems I'm a tad thick
with some things) and the last reply by Ruslan lead me to believe he'd
incorporated it into 0.06 - but that appears to be just the priority
hold, not the re-calculate due date part.

Which article?

Have you seen the following option:

http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#IgnoreOnStatuses_(array,_no_default)

You say to use two conditions on stall/on un-stall- but I'm having
trouble working out how to create the on stalled/on un-stall conditions.

I found this: http://requesttracker.wikia.com/wiki/OnStatusChange

It looks like a MySQL command... and it should give me the On Stall
condition, but I'm unsure how to get the UN-stall condition with the same
method...

I'm fairly certain the code for Action1 and Action2 go in as User Defined
Actions into the Custom action cleanup code area, yes?

So in the end - once I figure out how to create the two custom conditions, I
then create two Scrips:

Scrip1:
Name: [SLA] Parking ticket
Condition: On Stall
User Defined Action - Action1

Scrip2:
Name: [SLA] Unparking Ticket
Condition: On Un-Stall
User Defined Action - Action2

These SHOULD then do the job of punching out the due date by the period of
time the ticket was stalled - yes?

Thanks in advance for all the assistance!

--
= Dave Fitches =

.,--__|\.. David Fitches - Security Software Admin
/ |. University of Melbourne - Access Control
\_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525
..v... * E-mail : dfitc...@unimelb.edu.au
.. University of Melbourne, Victoria, Australia
___

--
Best regards, Ruslan.

Re: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?

On Fri, Aug 24, 2012 at 7:12 PM, Kevin Falcone
falc...@bestpractical.com wrote:
 On Fri, Aug 24, 2012 at 04:39:47AM +, Dave Fitches wrote:
However when the job is changed from stalled back to open, it doesn't 
 punch the Due Date out
according to the time it was stalled. So - a job is due 5 days after it's 
 created. If we stall
the job after 4 hours, the priority will freeze at 10. If we change the 
 job back to open 2
days later, the due date remains unchanged and the job will still be due 
 in another 2.5 days.
Next time the LinearEscalate cron job runs, the Priority jumps right up 
 to 50.

What we WANT it to do, is - when we un-stall the job 2 days later, we 
 want RT to automatically
extend the Due Date by the same amount of time it was stalled - in this 
 case, 2 days.

 Unfortunately, you're likely going to need some customizations there,
 the doc for IgnoreOnStatuses has the following note about
 recalculating Due:

 NOTE: When a ticket goes from an ignored status to a normal status, the
 new Due date is calculated from the last action (reply, SLA change, etc)
 which fits the SLA type (Response, Starts, KeepInLoop, etc). This means
 if a ticket in the above example flips from stalled to open without a
 reply, the ticket will probably be overdue. In most cases this shouldn't
 be a problem since moving out of stalled-like statuses is often the
 result of RT's auto-open on reply scrip, therefore ensuring there's a
 new reply to calculate Due from. The overall effect is that ignored
 statuses don't let the Due date drift arbitrarily, which could wreak
 havoc on your SLA performance.

 This is a new feature in 0.06, and patches to extend the behavior would
 probably be interesting to my colleagues who worked on the feature.


Ignore my other reply with questions. That message felt out the thread
in my MUA.

As Kevin mentioned IgnoreOnStatuses designed this way on purpose. This
option is more suitable for Reply and KeepInLoop deadlines.

Instead of changing how above option works I would prefer to see a new
option special for Resolve deadline that moves Due date when ticket is
parked/unparked.

I can not say I'm going to implement it soon. Patches are welcome.


 -kevin

-- 
Best regards, Ruslan.

[rt-users] Installing RT via Puppet

2012-08-27 Thread Mr IT Guru

Good Morning All,

I don't want to reinvent the wheel,  so I though tI'd ask here first. Has 
anyone here installed RT via Puppet?

For those that don't know, Puppet, is a pretty awesome state management tool. 
Google is your friend, you can do the rest. For those that do, would you mind 
sharing your code? Or if there isn't any code, would you guys like to join me 
writing some?

That way I can spend 5 minutes installing new boxes instead of looking up my 
notes, etc.

Anyone interested?

Thanks,

-- Mr Guru

Re: [rt-users] status change when reply on resolved ticket