[rt-users] Search engine
Hello, Any comments regards this will be much appreciated because this is critical issue for us. Once you search from the search engine (for example vlan 90) nothing is displayed as results. However if you try to search for vlan 90 correct results are displayed. So far, this is a big issue, because my colleagues from Support department should know the exact phrase of the subject of the ticket or their ID which is quite frustrating. Is there any work around or probably an addon for RT which should enable this type of search.
Re: [rt-users] Search engine
Forgot to mension - we are using RT 4.0.10 Hello, Any comments regards this will be much appreciated because this is critical issue for us. Once you search from the search engine (for example vlan 90) nothing is displayed as results. However if you try to search for vlan 90 correct results are displayed. So far, this is a big issue, because my colleagues from Support department should know the exact phrase of the subject of the ticket or their ID which is quite frustrating. Is there any work around or probably an addon for RT which should enable this type of search.
Re: [rt-users] Add requestor organization to columns from search results
Hi Kevin,
Thanks for the info.
I've tried a basic test with this and I get the new option (well, I can use
it in the advanced tab), but I'll need to experiment a bit more with the
extra code for getting the organization.
I'll post an update once I have it working in our testing environment.
2013/4/4 Kevin Falcone falc...@bestpractical.com
On Thu, Apr 04, 2013 at 12:21:35PM +0200, Bart wrote:
I'm curious to know if it's possible to add the requestor
organization to a column.
Right now you can show the column __Requestors__ which works, and
shows all requestores
belonging to a ticket.
And another thing that's possible a.t.m. is searching on the
requestor organization using this
in your ticketsql:
Requestor.Organization LIKE 'Bestpractical'
Trying to add __Requestor.Organization__ or __RequestorOrganization__
to the columns (using
advanced view) doesn't seem to work. It adds the column but no
information is shown.
Since it's a searchable item, is there a way to display the
Requestor(s) Organization in a
column?
There isn't a default Format for arbitrary Requestor information.
It would actually be possible to look at the code in
share/html/Elements/RT__Ticket/ColumnMap used by $LinkCallback to
implement code so that __Requestors.{Anything}__ would work, but
that's actually kind of complicated if you're not already familiar
with the level of magic in ColumnMap.
What you probably want to do is use the Once callback in
share/html/Elements/RT__Ticket/ColumnMap and copy the entry for
Requestors earlier in the file and define
Requestors.Organization = {
title = 'Requestors Organization', # loc
attribute = 'Requestor.Organization',
value = sub { return
$_[0]-Requestors- # more code to loop and get the
Organzation
}
},
-kevin
--
Bart G.
Re: [rt-users] Mobile Interface modification
Hi, The mobile style is located in this location: /opt/rt4/share/html/m You can basically copy that directory, or just the files that you want to change to this location: /opt/rt4/local/html/m For example, if you only copy the css file to the local location, then you'll only replace that part of the mobile interface. The same will count for the other parts of this page. Hope this helps a little. (you can view the changes in your normal browser by going to https://your RT URL/m/.) 2013/4/11 Miles Scruggs mi...@digitalphotobox.net Hi, I really like the mobile interface. I would just like to change one thing though, and I'm not sure where to do it. I would like to have a link to see all open tickets. I don't have much use for all tickets, and would just like to modify the search behavior of that link. Cheers Miles Scruggs mi...@digitalphotobox.net -- Bart G.
Re: [rt-users] Search engine
Hi, I've reproduced your problem using RT 4.0.8 using the quick search, since I'm assuming this is where your trying this query? When you use the quotes it treats the search argument as a string, when you enter just a number it searches for that ticket ID. So if you want to search for a number (just a number) you use quotes to stop RT from looking for a ticket ID. So far the above scenario is kinda what they mention on the search page: Search for tickets by entering *id* numbers, subject words *in quotes*, * queues* by name, Owners by *username*, Requestors by *email address*, and ticket *statuses*. Any word not recognized by RT is searched for in ticket subjects. Entering *initial*, *active*, *inactive*, or *any* limits results to tickets with one of the respective types of statuses. Any individual status name limits results to just the statuses named. Start the search term with the name of a supported field followed by a colon, as in *queue:Example Queue* and *owner:em...@example.com*, to explicitly specify the search type. CFs may be searched using a similar syntax as above with *cf.Name:value*. For the full power of RT's searches, please visit the search builder interface https://rt.bkwi.nl/Search/Build.html. But in this case, you search for a word + number. I'd personally expect RT to treat that entire phrase as a string, so this might be a bug? Though on the other hand, the above text from the search page clearly states that subject words should be in quotes. Which might mean that this is by design. Anyways, personally I agree with you and I'd expect a different behaviur in this situaiton. But I don't know exactly how this part should work, so maybe someone from bestpractical could drop a line on this is by design or this is a bug? -- Bart G. 2013/4/11 Явор Маринов ymari...@neterra.net Forgot to mension - we are using RT 4.0.10 Hello, Any comments regards this will be much appreciated because this is critical issue for us. Once you search from the search engine (for example vlan 90) nothing is displayed as results. However if you try to search for vlan 90 correct results are displayed. So far, this is a big issue, because my colleagues from Support department should know the exact phrase of the subject of the ticket or their ID which is quite frustrating. Is there any work around or probably an addon for RT which should enable this type of search.
Re: [rt-users] Search engine
That's right, using the quick search is returning no results if you are not using string with a space When I saw the information on the search engine, i really got upset because search engines nowadays doesn't work this way. Probably there is a solution for this, and if I find something related will add a comment here. Thank you for your time. On 04/11/2013 11:47 AM, Bart wrote: Hi, I've reproduced your problem using RT 4.0.8 using the quick search, since I'm assuming this is where your trying this query? When you use the quotes it treats the search argument as a string, when you enter just a number it searches for that ticket ID. So if you want to search for a number (just a number) you use quotes to stop RT from looking for a ticket ID. So far the above scenario is kinda what they mention on the search page: Search for tickets by entering *id* numbers, subject words *in quotes*, *queues* by name, Owners by *username*, Requestors by *email address*, and ticket *statuses*. Any word not recognized by RT is searched for in ticket subjects. Entering *initial*, *active*, *inactive*, or *any* limits results to tickets with one of the respective types of statuses. Any individual status name limits results to just the statuses named. Start the search term with the name of a supported field followed by a colon, as in *queue:Example Queue* and *owner:em...@example.com mailto:owner%3aem...@example.com*, to explicitly specify the search type. CFs may be searched using a similar syntax as above with *cf.Name:value*. For the full power of RT's searches, please visit the search builder interface https://rt.bkwi.nl/Search/Build.html. But in this case, you search for a word + number. I'd personally expect RT to treat that entire phrase as a string, so this might be a bug? Though on the other hand, the above text from the search page clearly states that subject words should be in quotes. Which might mean that this is by design. Anyways, personally I agree with you and I'd expect a different behaviur in this situaiton. But I don't know exactly how this part should work, so maybe someone from bestpractical could drop a line on this is by design or this is a bug? -- Bart G. 2013/4/11 Явор Маринов ymari...@neterra.net mailto:ymari...@neterra.net Forgot to mension - we are using RT 4.0.10 Hello, Any comments regards this will be much appreciated because this is critical issue for us. Once you search from the search engine (for example vlan 90) nothing is displayed as results. However if you try to search for vlan 90 correct results are displayed. So far, this is a big issue, because my colleagues from Support department should know the exact phrase of the subject of the ticket or their ID which is quite frustrating. Is there any work around or probably an addon for RT which should enable this type of search.
Re: [rt-users] Search engine
I think it's probably good to treat word + number as (subject =~ word and subject =~ number) or (subject =~ word and id = number). However, as mentioned quoting number is workaround in the current versions. On Thu, Apr 11, 2013 at 12:47 PM, Bart b...@pleh.info wrote: Hi, I've reproduced your problem using RT 4.0.8 using the quick search, since I'm assuming this is where your trying this query? When you use the quotes it treats the search argument as a string, when you enter just a number it searches for that ticket ID. So if you want to search for a number (just a number) you use quotes to stop RT from looking for a ticket ID. So far the above scenario is kinda what they mention on the search page: Search for tickets by entering *id* numbers, subject words *in quotes*, *queues* by name, Owners by *username*, Requestors by *email address*, and ticket *statuses*. Any word not recognized by RT is searched for in ticket subjects. Entering *initial*, *active*, *inactive*, or *any* limits results to tickets with one of the respective types of statuses. Any individual status name limits results to just the statuses named. Start the search term with the name of a supported field followed by a colon, as in *queue:Example Queue* and *owner:em...@example.com*, to explicitly specify the search type. CFs may be searched using a similar syntax as above with *cf.Name:value*. For the full power of RT's searches, please visit the search builder interface https://rt.bkwi.nl/Search/Build.html. But in this case, you search for a word + number. I'd personally expect RT to treat that entire phrase as a string, so this might be a bug? Though on the other hand, the above text from the search page clearly states that subject words should be in quotes. Which might mean that this is by design. Anyways, personally I agree with you and I'd expect a different behaviur in this situaiton. But I don't know exactly how this part should work, so maybe someone from bestpractical could drop a line on this is by design or this is a bug? -- Bart G. 2013/4/11 Явор Маринов ymari...@neterra.net Forgot to mension - we are using RT 4.0.10 Hello, Any comments regards this will be much appreciated because this is critical issue for us. Once you search from the search engine (for example vlan 90) nothing is displayed as results. However if you try to search for vlan 90 correct results are displayed. So far, this is a big issue, because my colleagues from Support department should know the exact phrase of the subject of the ticket or their ID which is quite frustrating. Is there any work around or probably an addon for RT which should enable this type of search. -- Best regards, Ruslan.
Re: [rt-users] Subjects in emails originating from RT
Just change AutoReply and Resolved template. On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs mi...@digitalphotobox.netwrote: Right now I'm trying to tweak out one last thing in RT. Basically every email client/host has various parameters for determining if/how to thread emails, so I'm fighting a spread out battle. What I'm up against now is ensuring a Re: is put on the ***front of every subject sent out of RT unless it is an original email to that contact. The two key places this seems to be currently missing is the Auto Replies and resolving tickets. Any idea how I can get that little element cleaned up. Cheers Miles Scruggs mi...@digitalphotobox.net -- Best regards, Ruslan.
Re: [rt-users] Mobile Interface modification
In my case I want to change the filter on that list. I know that isn't a CSS change. I just need to know if that is in the HTML in that path or DB or other location? Sent from my iPhone On Apr 11, 2013, at 1:28 AM, Bart b...@pleh.info wrote: Hi, The mobile style is located in this location: /opt/rt4/share/html/m You can basically copy that directory, or just the files that you want to change to this location: /opt/rt4/local/html/m For example, if you only copy the css file to the local location, then you'll only replace that part of the mobile interface. The same will count for the other parts of this page. Hope this helps a little. (you can view the changes in your normal browser by going to https://your RT URL/m/.) 2013/4/11 Miles Scruggs mi...@digitalphotobox.net Hi, I really like the mobile interface. I would just like to change one thing though, and I'm not sure where to do it. I would like to have a link to see all open tickets. I don't have much use for all tickets, and would just like to modify the search behavior of that link. Cheers Miles Scruggs mi...@digitalphotobox.net -- Bart G.
Re: [rt-users] Search engine
On Thu, Apr 11, 2013 at 01:03:04PM +0400, Ruslan Zakirov wrote: I think it's probably good to treat word + number as (subject =~ word and subject =~ number) or (subject =~ word and id = number). However, as mentioned quoting number is workaround in the current versions. � � In fact - there's a ticket about this behaviour. http://issues.bestpractical.com/Ticket/Display.html?id=22470 -kevin pgpiob_H4fE5z.pgp Description: PGP signature
Re: [rt-users] Mobile Interface modification
On Wed, Apr 10, 2013 at 09:33:51PM -0700, Miles Scruggs wrote: I really like the mobile interface. I would just like to change one thing though, and I'm not sure where to do it. I would like to have a link to see all open tickets. I don't have much use for all tickets, and would just like to modify the search behavior of that link. I wonder if All Tickets meant to be literally 'all deleted tickets' or if that's a bug. Regardless, you can use the MassageMenus callback in share/html/m/_elements/menu to remove All Tickets and replace it with your own link. That's the cleanest and most upgrade-proof solution. -kevin pgpv0n4N_kn9l.pgp Description: PGP signature
[rt-users] Best way to use RT
Hi all, I'm looking for suggestions on the way to use RT in our business. We started using RT about 6 years ago, and initially we where the only office using it. About a year later another office wanted to use RT; initially we thought about duplicating the whole installation, but after a while we realized it would have been a big maintenance headache, so instead we added the new users and the new queues on our RT and separated the two offices simply using authorizations. We do not communicate very much with this other office; when we do, we usually send emails to them from our personal mailbox, so that a new ticket will be created for them. Now a third office wants to start using RT. We added the new users and the new queues, and separated them using authorizations as we did with the second office. However we work together very much, and we find that communicating via email is a real burden since we both are using RT. Also it happens quite frequently that we have to work on the same ticket in different stages. For example they take a request from a user, they do the first part, then we need to do another part, and finally they do the last part and close the ticket. What is the best way to organize the queues and the authorizations to meet our new needs? - we'd prefer not to work as if we where only one big office - we'd like to swap tickets easily, but without having to know in advance who in their office will do the next part (and vice versa) - we have about five queues each; tickets always land in one queue for our office and in one queue for their office, then we sort them into other queues when we start working on them - I configured the permissions so that we can see their main queue and they can see our main queue - we'd prefer not to have to coordinate the work at the phone (hey, take ticket number ###, I just finished working on it) Any ideas? Experiences to share? Maybe we could peruse the new workflow feature in RT 4? Thank you in advance! Bye Cris -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172
Re: [rt-users] My Reminders
Anyone? Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior?
[rt-users] Per User Default Queues
Hello, I've been working on letting users work in the self-service portal for the first time, and have everything mostly working OK. However, the one issue I'm having is that I want to be able to set a per-user default queue, preferably based on where they most recently opened a ticket, but alternatively as a manual setting on their profile. I am setting up a number of custom queues for specific customers, and I don't want them to be able to even see the names of the other queues in the system, so presenting them with a list of options isn't practical. I found reference to a patch ( http://requesttracker.wikia.com/wiki/SelectDefaultQueue) that will at least in part accomplish what I want to do, but it's from RT 3.5.5 and I'm using RT4. I'm a little concerned about applying such a patch to a modern RT. Has anyone managed to enable this sort of functionality in RT4? Thanks, Erik
Re: [rt-users] Per User Default Queues
On Thu, Apr 11, 2013 at 04:46:26PM -0400, Erik McCormick wrote: Hello, I've been working on letting users work in the self-service portal for the first time, and have everything mostly working OK. However, the one issue I'm having is that I want to be able to set a per-user default queue, preferably based on where they most recently opened a ticket, but alternatively as a manual setting on their profile. Sounds like you want to turn this on globally. http://bestpractical.com/rt/docs/latest/RT_Config.html#RememberDefaultQueue The config option above it may also be of interest. -kevin pgp1Xi0ic_LU8.pgp Description: PGP signature
Re: [rt-users] Per User Default Queues
On Thu, Apr 11, 2013 at 04:58:57PM -0400, Erik McCormick wrote: On Thu, Apr 11, 2013 at 4:50 PM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Thu, Apr 11, 2013 at 04:46:26PM -0400, Erik McCormick wrote: I've been working on letting users work in the self-service portal for the first time, and have everything mostly working OK. However, the one issue I'm having is that I want to be able to set a per-user default queue, preferably based on where they most recently opened a ticket, but alternatively as a manual setting on their profile. Sounds like you want to turn this on globally. http://bestpractical.com/rt/docs/latest/RT_Config.html#RememberDefaultQueue I actually had looked at that config variable, but it seemed to be reliant upon whatever a user had last selected in the web interface. Given that these users will initially be created via email gateway and then later opening tickets in the web portal with no way to select a queue through a dropdown list, they would never have the opportunity to seed that variable. I assume by 'web portal' you mean the Self Service interface. If the user shouldn't see the queue and shouldn't be able to create tickets there, why do they have the SeeQueue and CreateTicket rights granted? Rather than patching RT, why not just tune your rights? -kevin pgpYGDhFkswbc.pgp Description: PGP signature
Re: [rt-users] My Reminders
Ram, Kinda interested as to why someone other than the owner of the ticket managed to even create a reminder. I would think the owner of the ticket would not want other people messing with his ticket and only the owner would control what happens to the ticket. However, be that as it may, when a reminder ticket is created, I believe the OWNER of that tickets gets to see the reminders on HIS tickets. I may be wrong, but that's how I think it goes. Kenn On Thu, Apr 11, 2013 at 11:06 AM, Ram ram0...@gmail.com wrote: Anyone? Ran into some unexpected behavior today - looking for insight. User1 owns a ticket and user2 set a reminder on the ticket - the reminder is owned by user2 AFAICT. User2 does not see the reminder in his 'my reminders' module. Is that the expected behavior?
[rt-users] Custom Fields and CommandByMail
Hi all,
I've been trying for a while to make work the Custom Fields with CommandByMail
and cannot find where the problem is.
There is a form on the support page that sends an email with this content:
Requestor: reques...@domain.com
CF.{CustomField1}: 201
CF.{CustomField2}:
CF.{CustomField3}: bbb
CF.{Custom Field4}: ccc
CF.{Custom Field5}: d
CF.{Custom Field6}: TTPPEE
THis is a test.. test test test this is a test
I granted globally to Everyone/Privileged/Unprivileged/Requestors to
SeeCustomField/ModifyCustomField, same for each Custom Fields and on each Queue.
I'm using rt-mailgate to download the emails and transfer them to RT, the
tickets are create and the requestor is changed, but Custom Fields are not
changed.
RT Version: 4.0.10 / CommandByMail: 0.10
I tried once and below is the output of the debug log.
Thank you for your help, Charly
[Fri Apr 12 01:35:07 2013] [debug]: Converting 'iso-8859-1' to 'utf-8' for
text/plain - Test using CF -- 9:35 (/data/rt4/sbin/../lib/RT/I18N.pm:244)
[Fri Apr 12 01:35:07 2013] [debug]: Mail from user #58 (u...@domain.com)
(/data/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82)
[Fri Apr 12 01:35:07 2013] [debug]: Running CommandByMail as u...@domain.com
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:184)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: Requestor =
reques...@domain.com
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField1} =
201
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField2} =
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{CustomField3} =
bbb
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field4} =
ccc
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field5} =
d
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Found pseudoheader: CF.{Custom Field6} =
TTPPEE
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:206)
[Fri Apr 12 01:35:07 2013] [debug]: Got command requestor =
reques...@domain.com
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield1} =
201
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield2} =
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213c
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{customfield3} =
bbb
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field4} =
ccc
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field5} =
d
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: Got command customfield{custom field6} =
TTPPEE
(/data/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:213)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction
#80416 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction
#80417 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction
#80418 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction
#80419 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to think about scrips for transaction
#80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:173)
[Fri Apr 12 01:35:07 2013] [debug]: About to prepare scrips for transaction
#80420 (/data/rt4/sbin/../lib/RT/Transaction.pm:177)
[Fri Apr 12 01:35:07 2013] [debug]: Found 6 scrips for TransactionCreate stage
with applicable type(s) Create for txn #80420 on ticket #8693
(/data/rt4/sbin/../lib/RT/Scrips.pm:377)
[Fri Apr 12 01:35:07 2013] [debug]:
