[rt-users] Extract Attachment as Mime
Hi list,
Hi try to create a scrip which will create a new ticket in an other queue,
with the last comment as body.
Description : On close Create ticket in alerts
Condition : On close
Action : Defined by user
Modèle : null
Step : TransactionCreate
Pre-action code:
return 1;
Custom action :
my $ticket = $self-TicketObj;
my $CF = $ticket-FirstCustomFieldValue('VALIDATION');
my $child_ticket = RT::Ticket-new ( $RT::SystemUser );
my $queue_name = 'Alerts';
return 0 if ($CF ne $queue_name );
my $transactions = $ticket-Transactions;
$transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
while (my $transaction = $transactions-Next){
$RT::Logger-info(Transaction . $transaction-id);
my $attachments = $transaction-Attachments;
while (my $attachment = $attachments-Next) {
$RT::Logger-info(Attachment. $attachment-id);
my $content = $attachment-ContentAsMIME;
}
}
my ($child_id, $child_transobj, $errormsg ) = $child_ticket-Create(
Queue = $queue_name ,
Subject = $ticket-Subject,
RefersTo = $ticket-id ,
Owner = $ticket-Owner ,
MIMEObj = $Content,
);
unless ( $child_id ) {
$RT::Logger-debug(Error : . $errormsg);
return 0;
};
return 1;
So, without the while loop and the MIMEObj parameter, the scrip works fine,
and a new ticket is created in the other queue, but with an empty body.
When I add the loop, the scrip fail, and I don't any error log.
Do you have any idea about this problem ?
Best regards,
Anthony
[rt-users] Custom Ticket Status and Timing
Good morning everybody, I am trying to set up Request Tracker 4 and I have customized with business hours, sla and lifecycle. All I would you like to know if is it possibile to extract timestamp for my custom ticket status when the status has changed from a condition to another? For example: report how many hours the ticket as been in stall, or to store the date\time the ticket has been put in stall and then when it has been reopened. Obviously in my case, the stall condition, is a custom Ticket Status. The picture here attached will explain it better... highlighted you will find date\time datas I need. [cid:image001.png@01CE2FB5.32A715C0] I have checked out the DB but I cannot find any field that can be useful for this scope. Where I can find the highlighted field? At the moment I am using RT 4.0.4. Thank you in advance for your suggestions. Best regards, Mirko Mirko Spuntarelli | Area Tecnica inline: image001.png
[rt-users] RT4 and ITIL
HI all If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Thanks everyone! Lisa :) Lisa Tomalty Information Systems Technology/Arts Computing Office MC 2052/PAS 2023 University of Waterloo Waterloo, Ontario, Canada (519) 888-4567 X35873 ltoma...@uwaterloo.camailto:ltoma...@uwaterloo.ca
Re: [rt-users] RT4 and ITIL
Better keep this interresting thread in the mailinglist or if you do this offlist, please post a summary after you've had answers. But oh wait,... I see that you're from the University of Waterloo and I'm French so maybe you would not want to share this with me ;-) Thibault Le 02/04/2013 17:35, Lisa Tomalty a écrit : HI all If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Thanks everyone! Lisa :) *Lisa Tomalty* *Information Systems Technology/Arts Computing Office* ** MC 2052/PAS 2023 University of Waterloo Waterloo, Ontario, Canada (519) 888-4567 X35873 ltoma...@uwaterloo.ca mailto:ltoma...@uwaterloo.ca
Re: [rt-users] RT4 and ITIL
On 2 Apr 2013, at 16:35, Lisa Tomalty ltoma...@uwaterloo.ca wrote: HI all If you have used RT4 with ITIL service operations processes (and/or other ITIL processes such as change management), can you send me an email to discuss? Yes, keep it on list, please - I'm interested in this. I've had a few ideas (adding another closed status beyond resolved, maintaining separate service request, incident and problem queues with different lifecycles so that incidents can't become problems) and so on. RTFM is sort of a Known Error Database. However, RT's Owner model doesn't quite fit with a strict ITIL service desk idea of the ticket owner remaining in the Service Desk, even though the person actually working on resolving the problem might be somewhere else, although you'd conceivably do that with child tickets in other queues. Alternatively, the ITIL Incident Owner could be the RT Ticket AdminCc, perhaps? I'd be interested in hearing any discussion people have about it. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
[rt-users] Move web port
I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache?
Re: [rt-users] Extract Attachment as Mime
On Tue, Apr 02, 2013 at 03:19:36PM +0200, Anthony Brodard wrote: At the very least, you'll note that these two variables aren't the same ($content vs $Content). However, it's more complicated than that since you have the declaration buried so deep in scope that the later code can't even see it. At the very least, you'll need to forward declared $Content early, set it, and then check it before Creating. my $content = $attachment-ContentAsMIME; MIMEObj = $Content, I've not ready any of the other code closely, the syntax error just jumped out. -kevin pgpUo21FHxGTc.pgp Description: PGP signature
Re: [rt-users] Move web port
On Tue, Apr 02, 2013 at 06:33:30PM +, John Buell wrote: I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache? How are you running RT? Normally, RT runs in conjunction with apache. You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. http://bestpractical.com/rt/docs/latest/web_deployment.html -kevin pgpkzaPY8kvTZ.pgp Description: PGP signature
Re: [rt-users] Custom Ticket Status and Timing
On Tue, Apr 02, 2013 at 01:17:33PM +, Mirko Spuntarelli wrote: I am trying to set up Request Tracker 4 and I have customized with business hours, sla and lifecycle. All I would you like to know if is it possibile to extract timestamp for my custom ticket status when the status has changed from a condition to another? For example: report how many hours the ticket as been in stall, or to store the date\time the ticket has been put in stall and then when it has been reopened. Obviously in my case, the stall condition, is a custom Ticket Status. The picture here attached will explain it better... highlighted you will find date\time datas I need. Those are Transactions of a Status type. You can iterate them with perl code (in fact, someone earlier today posted loops for looking through transactions during a debugging session) or you can go in the DB if that's easier to pull into an external reporting tool. -kevin pgpD3QEjlGwC7.pgp Description: PGP signature
Re: [rt-users] Move web port
I am using the Plack server, but if I'm reading everything correctly, I should be disabling *THAT* and modify the Apache config files to be doing the web service at port 80? Then I could use a VirtualHost directive in an Apache config file on 8080 that redirects to 80, right? John Buell Systems Administrator Country Samper LLC (630) 762-7806 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, April 02, 2013 2:58 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Move web port On Tue, Apr 02, 2013 at 06:33:30PM +, John Buell wrote: I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache? How are you running RT? Normally, RT runs in conjunction with apache. You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. http://bestpractical.com/rt/docs/latest/web_deployment.html -kevin
Re: [rt-users] Move web port
Yes, You need to add another LISTEN Directive to httpd.conf. At the moment it will be a single LISTEN 80. You'd need to add 8080 and then configure a virtualhost similar to this. Mind it may need a bit of tweaking as only bashed that out from memory. VirtualHost *:8080 ServerName www.example.com:8080 Redirect 301 / http://www.example.com/ /VirtualHost --- REGARDS, AARON GUISE aa...@guise.net.nz On 2013-04-03 11:26, John Buell wrote: Right, except that I've already released it to the public with 8080, so I was just trying to find a quick way to do a redirect. A second VirtualHost listening on 8080 and serving a single web page with a redirect to 80 would seem to me to be the way to do it, or is there another way? John Buell Systems Administrator Country Samper LLC (630) 762-7806 FROM: Aaron Guise [mailto:aa...@guise.net.nz] SENT: Tuesday, April 02, 2013 5:11 PM TO: John Buell SUBJECT: Re: [rt-users] Move web port Hi John, The general idea is that you would configure a virtualhost on apache as per the guides. This would then be listening on port 80 by default. You would then shutdown the built in/standalone server you are currently running on port 8080. This would then mean you can access your RT on port 80 via Apache once your vhost is setup correctly. --- REGARDS, AARON GUISE aa...@guise.net.nz On 2013-04-03 11:06, John Buell wrote: I am using the Plack server, but if I'm reading everything correctly, I should be disabling *THAT* and modify the Apache config files to be doing the web service at port 80? Then I could use a VirtualHost directive in an Apache config file on 8080 that redirects to 80, right? John Buell Systems Administrator Country Samper LLC (630) 762-7806 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, April 02, 2013 2:58 PM To: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Move web port On Tue, Apr 02, 2013 at 06:33:30PM +, John Buell wrote: I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache? How are you running RT? Normally, RT runs in conjunction with apache. You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. http://bestpractical.com/rt/docs/latest/web_deployment.html [1] -kevin Links: -- [1] http://bestpractical.com/rt/docs/latest/web_deployment.html
Re: [rt-users] Move web port
Sweet! Thanks! John Buell Systems Administrator Country Samper LLC (630) 762-7806 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise Sent: Tuesday, April 02, 2013 5:34 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Move web port Yes, You need to add another LISTEN Directive to httpd.conf. At the moment it will be a single LISTEN 80. You'd need to add 8080 and then configure a virtualhost similar to this. Mind it may need a bit of tweaking as only bashed that out from memory. VirtualHost *:8080 ServerName www.example.com:8080 Redirect 301 / http://www.example.com/ /VirtualHost --- Regards, Aaron Guise [Image removed by sender.]aa...@guise.net.nzmailto:aa...@guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-04-03 11:26, John Buell wrote: Right, except that I’ve already “released it to the public” with 8080, so I was just trying to find a quick way to do a redirect. A second VirtualHost listening on 8080 and serving a single web page with a redirect to 80 would seem to me to be the way to do it, or is there another way? John Buell Systems Administrator Country Samper LLC (630) 762-7806 From: Aaron Guise [mailto:aa...@guise.net.nz] Sent: Tuesday, April 02, 2013 5:11 PM To: John Buell Subject: Re: [rt-users] Move web port Hi John, The general idea is that you would configure a virtualhost on apache as per the guides. This would then be listening on port 80 by default. You would then shutdown the built in/standalone server you are currently running on port 8080. This would then mean you can access your RT on port 80 via Apache once your vhost is setup correctly. --- Regards, Aaron Guise [Image removed by sender.]aa...@guise.net.nzmailto:aa...@guise.net.nz [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.] On 2013-04-03 11:06, John Buell wrote: I am using the Plack server, but if I'm reading everything correctly, I should be disabling *THAT* and modify the Apache config files to be doing the web service at port 80? Then I could use a VirtualHost directive in an Apache config file on 8080 that redirects to 80, right? John Buell Systems Administrator Country Samper LLC (630) 762-7806 -Original Message- From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, April 02, 2013 2:58 PM To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.comSubject: Re: [rt-users] Move web port On Tue, Apr 02, 2013 at 06:33:30PM +, John Buell wrote: I've been using a stock Ubuntu 12.04 system for hosting rt. I'm at a point where I think I'd like to get rid of apache/apache2 and whatever else might be running, and let rt run on port 80 (until now it's been on port 8080). Is there a way to allow rt to listen on both, or redirect traffic from 8080 to 80 after I shut down and disable apache? How are you running RT? Normally, RT runs in conjunction with apache. You certainly can run it standalone for small installs using just a plack server. I suggest having a look at the deployment docs and figuring out your current configuration. http://bestpractical.com/rt/docs/latest/web_deployment.html -kevin inline: ~WRD000.jpginline: image001.jpginline: image002.jpg
[rt-users] Tikcet MergedInto Operation Problem in RT
Hi, Guys I got a problem when I query the DB for ticket history data. When I do this operations on rt web, the DB Tickets table as followed: 1. create two tickets 193729 193730 id EffectiveId Status -- --- - 193729 193729 new 193730 193730 new 2. merge 193729 into 193730. 193729's status becomes resolved id EffectiveId Status -- --- - 193729 193730 resolved 193730 193730 new so in STEP II, status of merged ticket became resolved But if this, because ticket can be created with new, open or resolved status, and if there's no any status change before merging, the status of merged ticket couldn't be known logically. so we can't get the exact history data, although the case should hardly exist. Could it be considered as a bug or defect for change(remove this feature or add a status change record in transactions table)? Thanks Yuming Zhu
