[rt-users] Action with CustomField on merge tickets
Hi. If anybody merges tickets with CustomFields type one value, then CF value of old (merged) ticket lost. Is it possible to take some action with this value from scrip or scrip runs only when old CF value is already unavailable? As I understand old ticket id is $self-TransactionObj-Ticket, but I cannot get its CF value. Please help. -- Pavel -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Action with CustomField on merge tickets
Hi, RTIR has example of such scrip. On Mon, Jun 17, 2013 at 1:49 PM, Pavel Gulchouck g...@gul.kiev.ua wrote: Hi. If anybody merges tickets with CustomFields type one value, then CF value of old (merged) ticket lost. Is it possible to take some action with this value from scrip or scrip runs only when old CF value is already unavailable? As I understand old ticket id is $self-TransactionObj-Ticket, but I cannot get its CF value. Please help. -- Pavel -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Action with CustomField on merge tickets
Hi, RTIR has example of such scrip. On Mon, Jun 17, 2013 at 1:49 PM, Pavel Gulchouck g...@gul.kiev.ua wrote: Hi. If anybody merges tickets with CustomFields type one value, then CF value of old (merged) ticket lost. Is it possible to take some action with this value from scrip or scrip runs only when old CF value is already unavailable? As I understand old ticket id is $self-TransactionObj-Ticket, but I cannot get its CF value. Please help. -- Pavel -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Action with CustomField on merge tickets
Thank you. I used $ticket_obj-Load($id) and got new ticket obj. When I use $ticket_obj-LoadById($id) I got original object and then able to use $ticket_obj-FirstCustomFieldValue(). My problem is solved. :) On Mon, Jun 17, 2013 at 02:23:51PM +0400, Ruslan Zakirov writes: RTIR has example of such scrip. On Mon, Jun 17, 2013 at 1:49 PM, Pavel Gulchouck g...@gul.kiev.ua wrote: If anybody merges tickets with CustomFields type one value, then CF value of old (merged) ticket lost. Is it possible to take some action with this value from scrip or scrip runs only when old CF value is already unavailable? As I understand old ticket id is $self-TransactionObj-Ticket, but I cannot get its CF value. Please help. -- Pavel -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Populating a Custom Field from an Action
Thank you so much! -Original Message- From: Emmanuel Lacour [mailto:elac...@easter-eggs.com] Sent: Saturday, June 15, 2013 1:05 AM To: Daniel Tinoco-Silva; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Populating a Custom Field from an Action On 14/06/2013 20:32, Daniel Tinoco-Silva wrote: Hi, Thank you so much for your response. One more question: when you say Condition: OnQueueChangeFromaAToB (write it yourself ;)) Action: CreateTicket (a built in action) Could I do that through the User Defined conditions and actions in the User Interface? for the condition, yes, you have to write it as UserDefined. for the action, it should be already there. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RES: Is it possible to specify a different user with RT CLI ?
Ruslan, Thanks for your comments. I can believe that. Our po files getting big and loading them takes time. I have loading po files on demand patch on my todo, but not sure when I get to it. No problem for me but sure, it'll be a good improvement. Note that Type is going away in RT 4.2, so a group would be Domain, Name and Instance. I think you should consider using RT::Attribute. Thanks for the info... I will move this information to the Attributes table. A few notes though : I have blacklisted the Attributes table in my mind because of the way most data is stored in there because you can't access it in SQL (the storable content-type). I am about to implement some kind of bookmarks function (to keep track of the last N tickets you've been commenting, this is what we currently use bookmarks for) but I *need* to find the info from SQL : requirement are : - find open unbookmarked tickets, - find bookmarked tickets for every user from a group - find who bookmarked one specific ticket. (we have 11000+ users) Here, the Attributes table will miss at least one column to implement multi-instanciation (last 5 bookmarked tickets for a user). Could you consider adding one extra field for flexibility (integer would do but varchar might be even more flexible). Best regards, JC -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RES: Is it possible to specify a different user with RT CLI ?
BTW, while I'm at it, the links table also misses such an 'instance' field : When we link assets to tickets, we would like to distinguish between what we consider the main asset and the related assets. Examples : - sites are assets. One ticket is created for a site but may concern other sites. - servers are assets. The cause of the problem is one specific server but the problem might impact others. We do link all impacted servers to the ticket but there is a main server. You could see this as a subtype. Also wanted to mention that the links table misses an index on target (some of our queries' execution times were divided by 7 when adding this index). We are using Postgres exclusively. Hope this helps, JC -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RES: Is it possible to specify a different user with RT CLI ?
On Mon, Jun 17, 2013 at 6:13 PM, Jean-Christophe Boggio rt-us...@thefreecat.org wrote: Ruslan, Thanks for your comments. I can believe that. Our po files getting big and loading them takes time. I have loading po files on demand patch on my todo, but not sure when I get to it. No problem for me but sure, it'll be a good improvement. Note that Type is going away in RT 4.2, so a group would be Domain, Name and Instance. I think you should consider using RT::Attribute. Thanks for the info... I will move this information to the Attributes table. A few notes though : I have blacklisted the Attributes table in my mind because of the way most data is stored in there because you can't access it in SQL (the storable content-type). It's only stored that way if you're saving data structures. Simple values are stored as text. I am about to implement some kind of bookmarks function (to keep track of the last N tickets you've been commenting, this is what we currently use bookmarks for) but I *need* to find the info from SQL : requirement are : - find open unbookmarked tickets, - find bookmarked tickets for every user from a group - find who bookmarked one specific ticket. (we have 11000+ users) Well, it doesn't explain need to abuse Type and Instance. Above description unclear on what is bookmarked ticket. Last value makes no sense - if user commented on 20 tickets within last 24 hours then 15 of them are not bookmarked, so 15 tickets are not bookmarked by this user, but he updated them within 24 hours. I think you should start from more formal spec and try it on paper first for several cases. Here, the Attributes table will miss at least one column to implement multi-instanciation (last 5 bookmarked tickets for a user). Could you consider adding one extra field for flexibility (integer would do but varchar might be even more flexible). Best regards, JC -- RT Training in Seattle, June 19-20: http://bestpractical.com/**traininghttp://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] On Correspond - Help Needed
On Sun, Jun 16, 2013 at 02:03:02PM -0700, michael.obr...@globoforce.com wrote: thanks for the reply. how do i go about getting the debug logs ? I am using linux redhat ? Please keep replies on the mailing list (by obeying the Reply-To I set). http://bestpractical.com/rt/docs/latest/RT_Config.html#Logging Generally setting $LogToScreen and reading your Apache logs is the correct things to do. -kevin On Sun, Jun 16, 2013 at 04:12:26AM -0700, globo wrote: I forward my RT requests to an external company and then reply to the request with a ticket number. So I setup a script to forward the ticket number onto requester but they don't get the emails. I replied to this question the first time you asked it and haven't seen a reply yet. http://lists.bestpractical.com/pipermail/rt-users/2013-June/080637.html This time you included your Scrip, but you still need to include your debug logs. My Script Condition : On Correspond Action:: Notify Requestors CC Template : Global Template : Correspondence Stage : TransactionCreate Anybody know what needs to be done to get this working ? If I change the Condition to On Transaction the requester gets the emails. I don't want to use On Transaction because the requester gets too many emails pgpA349DejkS0.pgp Description: PGP signature -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Question about restricting queues
I've got a bit of a weird problem, and wondered if anybody has a solution for it. We have several queues, and a few are grouped up by name. For example: Queue A tier 1 Queue A tier 2 Queue A tier 3 Queue B tier 1 Queue B tier 2 Queue B tier 3 The managers at the helpdesk are having a problem w/ ppl making a ticket in Queue A tier 1, and then when they escalate it, accidentally transferring it to Queue B tier 2 (instead of Queue A tier 2). They asked me if there was any way to group these queues up in such a way that, for example, if a ticket is made in any of the Queue A's they are locked in and can only be transferred between the Queue A's. I hope that makes sense. The problem is some of these queues are tied to different businesses, and if we send out an email due to a ticket queue transfer and it goes to the wrong company it looks bad on us. I know personal responsibility can go a long way to fixing this but besides that, is there any way to do what I described above w/ RT? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Email Message Cut off on Reply
Anyone else seeing an issue like this where the conversation is getting cut off after a few replies. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Email-Message-Cut-off-on-Reply-tp54140p54352.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] make upgrade-database error
Hi Kevin, Thanks for coming back on this. I only saw today that you responded. For the search archive I'm including the DBD::Pg error again: DBD::Pg::st execute failed: ERROR: more than one row returned by a subquery used as an expression On 5/28/13 9:44 PM, Kevin Falcone wrote: On Fri, May 03, 2013 at 02:47:24PM +0200, Kai Storbeck wrote: I dug this thread up from the archives, as I ran into the same error while doing a test upgrade. IIUC, every CustomFieldValue needs to be updated to contain a category field from the old attributes table. Since this doesn't break on a 'clean' RT 3.8 with categories, I - like ruz - suspect some bad data in your tables. I'd like to see what he requested. Understandable. SELECT ObjectId, Content FROM Attributes WHERE Name = 'Category' AND ObjectType = 'RT::CustomFieldValue'; Or potentially a slightly modified form: SELECT Content, CustomFieldValues.id, CustomFieldValues.Name FROM Attributes, CustomFieldValues WHERE Attributes.Name = 'Category' AND ObjectType = 'RT::CustomFieldValue' AND CustomFieldValues.id = Attributes.ObjectId; I've sent you the file off-list. There's a few fields that I'd prefer not being archived. Tweak that to find the places with multiple values. I'm not amazed by the output, did we insert disturbing data? Regards, Kai signature.asc Description: OpenPGP digital signature -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RT 4.0.8 - rt-mailgate hangs on authenticated RT server
Hello, I know this has been raised before and a few solutions have been given, but it seems that all of them are different and none of them seem to work on my system. I am running CAS-authenticed RT 4.0.8 on an CentOS 6.2/Apache2.2.24/Postfix-2.2.6 and everything seems to run fine. I now want to implement rt-mailgate. The mailer etc all works fine, but when I send emails to the aliases for correspond/comment, the maillog shows (temporary failure. Command output: An Error Occurred xxx 302 Found ) Running /usr/local/rt/bin/rt-mailgate --queue general --action correspond --url http://www.mysite.com --debug just hangs indefinitely with no debug message. So it appears that the MTA hangs because the system is awaiting CAS authentication. I understand that to get around this, you open up areas of the server to the the localhost (127.0.0.1) so no authentication is required. I have tried a bunch of fixes, but none seem to work. They seem require NoAuth areas of the rt directory have authentication disabled using Apache Location or Directory directives, as in: # # Begin Code Fragment # LocationMatch /share/html/NoAuth Satisfy Any Allow from all /LocationMatch LocationMatch /share/html/REST/1.0/NoAuth Satisfy Any Allow from all /LocationMatch # # End Code Fragment # My rt.conf folder looks like this # # Begin rt.conf # AddDefaultCharset UTF-8 Alias /rt/NoAuth/images /usr/local/rt/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt/sbin/rt-server.fcgi/ DocumentRoot /usr/local/rt/share/html Directory /usr/local/rt Options FollowSymLinks AllowOverride AuthConfig AuthType CAS /Directory Location /rt Order allow,deny Allow from all Options +ExecCGI AddHandler fcgid-script fcgi /Location LocationMatch /share/html/NoAuth Satisfy Any Allow from all /LocationMatch LocationMatch /share/html/REST/1.0/NoAuth Satisfy Any Allow from all /LocationMatch # # End rt.conf # Any suggestions? -- Regards, Duncan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RT 4.0.8 - rt-mailgate hangs on authenticated RT server
On 06/17/2013 03:06 PM, Duncan Napier wrote: I understand that to get around this, you open up areas of the server to the the localhost (127.0.0.1) so no authentication is required. I have tried a bunch of fixes, but none seem to work. They seem require NoAuth areas of the rt directory have authentication disabled using Apache Location or Directory directives, as in: # # Begin Code Fragment # LocationMatch /share/html/NoAuth Satisfy Any Allow from all /LocationMatch LocationMatch /share/html/REST/1.0/NoAuth Satisfy Any Allow from all /LocationMatch Your Apache configuration directives are wrong. Location/LocationMatch take a URL location, not a directory path (that's what Directory/DirectoryMatch are for). You also aren't using the matching power of LocationMatch, and don't need it, so you want something like: Location /REST/1.0/NoAuth/mail-gateway Satisfy any Allow from 127.0.0.1 /Location You don't need to allow /NoAuth for mailgate. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
