Re: [rt-users] Tikcet MergedInto Operation Problem in RT
On 3 Apr 2013, at 03:41, Yuming Zhu y...@redhat.com wrote: 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. I'm not sure I understand the problem. The status of the merged ticket is now 'new' which what you'd expect. The status of 193729 isn't really relevant any more, is it? Could it be considered as a bug or defect for change(remove this feature or add a status change record in transactions table)? This behaviour is configurable in ticket lifecycles. The default is that the ticket that was merged away from is set to resolved. You can change that to whatever you like, although the documentation does recommend that it's an 'inactive' status (defined elsewhere in the lifecycle, but resolved or rejected by default) I suspect odd things might happen if you set it to an active status. You could always create a new inactive status 'merged' in the lifecycle, and then set the on_merge status to that. I don't think it makes much difference though, since the status of the merged away ticket isn't displayed anywhere in the UI. 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] Link assets to customers
Hi list, We have started a project to implement RT as our primary ticket management system (with which we hope to replace TOPdesk http://www.topdesk.com). There is one issue which I cannot solve by myself and I hope the list can help. We are an ISP, offering managed services to our customers. Customers can send requests via mail and we use our current ticketing system to link an incoming email to a customer based on the requestor's email address. So here's the first issue for us. I cannot find a way to solve this. My idea is to group these requestors together in a group with the customer name, which leads to the next issue which is that the managed services (or servers) should be linked to the customer as well. As I see it now, there's no way (by default or extension) to link these three (ticket, asset and customer) together. Can somebody please help us out here? I hope I overlooked something on the RT wiki and somebody has already solved this in the past, or that somebody can give me some pointers as to where to start. Thanks in advance for your help Kind regards, Coen Boef
Re: [rt-users] Extract Attachment as Mime
Hi Kevin, Thanks for this reply. Effectively, with this mistake, the scrip will not be right... I did lot of test, maybe the fatigue... SO, I will follow your advises and get the list informed. Regards, Anthony 2013/4/2 Kevin Falcone falc...@bestpractical.com 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
Re: [rt-users] Tikcet MergedInto Operation Problem in RT
Hi, Tim Sorry for this unclear description. I mean that the Status of merged ticket #193029 between Creation and Merging Operation can not be sure, if I want to get the history by DB queries. Because of the resolving action with MergedInto Operation hasn't been record in Transactions Table, such as id objectIdtypefield oldValue newValueCreated n 193729 StatusStatus new resolved XXX n+1 193729 AddLinkMergedInto null ***/193730 XXX Now through OldValue new of transaction n, I can get that status before merged. I think it's the only way in my case. It's also what I exactly expect, so that every change of ticket can be found in Transactions Table. Cheers, Yuming. - Original Message - From: Tim Cutts t...@sanger.ac.uk To: Yuming Zhu y...@redhat.com Cc: rt-users@lists.bestpractical.com Sent: Wednesday, April 3, 2013 4:12:50 PM Subject: Re: [rt-users] Tikcet MergedInto Operation Problem in RT On 3 Apr 2013, at 03:41, Yuming Zhu y...@redhat.com wrote: 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. I'm not sure I understand the problem. The status of the merged ticket is now 'new' which what you'd expect. The status of 193729 isn't really relevant any more, is it? Could it be considered as a bug or defect for change(remove this feature or add a status change record in transactions table)? This behaviour is configurable in ticket lifecycles. The default is that the ticket that was merged away from is set to resolved. You can change that to whatever you like, although the documentation does recommend that it's an 'inactive' status (defined elsewhere in the lifecycle, but resolved or rejected by default) I suspect odd things might happen if you set it to an active status. You could always create a new inactive status 'merged' in the lifecycle, and then set the on_merge status to that. I don't think it makes much difference though, since the status of the merged away ticket isn't displayed anywhere in the UI. 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.
Re: [rt-users] Can't fill in content in RT 4.0.10 when create/reply ticket
On Wed, Mar 27, 2013 at 08:39:04PM +0400, Ruslan Zakirov wrote: IE10 was brought up recently in very similar context. I think you have to disable compatibility mode in IE for rich text editor to work. I think RT 4.0.11rc1 does it for you (tells IE to avoid compat mode). IE10 turned out to have different breakages for the rich text editor. If you're using IE10 and seeing these problems, it'd be great to get more testing reports for 4.0.11rc2 before we turn it into a real 4.0.11. Announcement and download links here: http://lists.bestpractical.com/pipermail/rt-devel/2013-April/011849.html -kevin pgpi1D0Fxsafu.pgp Description: PGP signature
Re: [rt-users] Move web port
As it happens I never got the Redirect command to work properly, but a single web page delivered by apache2 on 8080 that redirects to 80 wound up doing the same trick. I got in a hurry last night and nearly forgot about the listen directive, which in my config goes in ports.conf. D’oh. ☺ But thanks again Aaron! I’m about to set up our building manager with his own queue for non-IT workorders, so we’re going to get a lot of use out of RT! From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Buell Sent: Tuesday, April 02, 2013 5:38 PM To: Aaron Guise Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Move web port Sweet! Thanks! John Buell Systems Administrator Country Samper LLC (630) 762-7806 From: rt-users-boun...@lists.bestpractical.commailto: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.commailto: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:8080http://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: image001.jpginline: image003.jpginline: image004.jpg
Re: [rt-users] SLA calculation issue Resolve Due date
Can any one tell me what I am doing wrong to have Due date on the dash to back
date to 3 months when doing below
Thanks and Regards
From: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk
To: RT User List rt-users@lists.bestpractical.com
Sent: Monday, 1 April 2013, 16:52
Subject: [rt-users] SLA calculation issue Resolve Due date
Hi I have SLA configured as below but when I apply S4 and reply due date is
getting calculated correctly but the Resolve due date is been calculated in
reverse that is backdated 3 months. What is that I am doing wrong
'S4' = {
StartImmediately = 0,
BusinessHours = 'Support',
Response = { RealMinutes = 60*24*28 }, # four
real weeks
Resolve = { RealMinutes = 60*24*28*3 }, #
three real mounths
Thanks and Regards
[rt-users] Articles with links?
I'm just starting to really dive into Articles and have noticed that it doesn't like for me to include links/html. I created a new Article and included a basic a href. Displaying the article shows this as a functional link. But when I add it to a ticket it just shows up as a URL, not a clickable link. What am I missing? thanks, Josh
[rt-users] RT MariaDB support
I'm currently running RT 4.0.10 and couldn't be happier. However, it's database is currently housed on a shared, underpowered Windows XP system I'll looking to rework it. I'm not pleased with how MySQL has progressed (I'm running 5.1 right now would be moving to 5.5) and have begun looking at MariaDB. Has anyone tried using MariaDB with RT? Is it supported? Issues? Is there an alternate database I should be using?
Re: [rt-users] SLA calculation issue Resolve Due date
On 04/03/2013 11:07 AM, Asanka Gunasekera wrote: Can any one tell me what I am doing wrong to have Due date on the dash to back date to 3 months when doing below Yes, I told you earlier this week: http://www.gossamer-threads.com/lists/rt/users/115569#115569 Please read replies to the list when you post to the list, and especially before you bump your thread.
Re: [rt-users] RT MariaDB support
I don't see why it wouldn't work, as MariaDB is supposed to be a drop-in replacement for MySQL. You might not be able to use one of the newer storage engines, but it should just work, no different than with MySQL. -- Gary L. Greene, Jr. Sr. Systems Administrator IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] on behalf of Cena, Stephen (ext. 300) [s...@qvii.com] Sent: Wednesday, April 03, 2013 11:22 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT MariaDB support I'm currently running RT 4.0.10 and couldn't be happier. However, it's database is currently housed on a shared, underpowered Windows XP system I'll looking to rework it. I'm not pleased with how MySQL has progressed (I'm running 5.1 right now would be moving to 5.5) and have begun looking at MariaDB. Has anyone tried using MariaDB with RT? Is it supported? Issues? Is there an alternate database I should be using?
Re: [rt-users] Articles with links?
Josh, I'm new in RT, and I'm trying to customize Articles too but with no success. Can you (or someone) send me an example on how can I include some html in the article? Everything I've tried ended as plain text.. Thanks in advance! Best regards, Carlos From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Josh Tackitt Sent: Wednesday, April 03, 2013 2:18 PM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Articles with links? I'm just starting to really dive into Articles and have noticed that it doesn't like for me to include links/html. I created a new Article and included a basic a href. Displaying the article shows this as a functional link. But when I add it to a ticket it just shows up as a URL, not a clickable link. What am I missing? thanks, Josh
