Re: [rt-users] Scrips not accessible in 4.2 anymore
Hi,
we had the
Set(%AdminSearchResultFormat,…
section in our RT_Site_config and it looks like some paths have changed. So
replacing
Scrips =
q{'a
href=__WebPath__/__WebRequestPathDir__/Scrip.html?id=__id__Queue=__QueueIdid__/a/TITLE:#'}
.q{,'a
href=__WebPath__/__WebRequestPathDir__/Scrip.html?id=__id__Queue=__QueueIdDescription__/a/TITLE:Description'}
.q{,__Stage__, __Condition__, __Action__, __Template__},
by
Scrips =
q{'a
href=__WebPath__/Admin/Scrips/Modify.html?id=__idid__/a/TITLE:#'}
.q{,'a
href=__WebPath__/Admin/Scrips/Modify.html?id=__idDescription__/a/TITLE:Description'}
.q{,__Condition__, __Action__, __Template__, __Disabled__},
from the new RT_Config solved the problem. This change probably should be
mentioned in the UPGRADING notes.
Regards,
Matthias
On Mon, 2013-12-02 at 14:54 +0100, Matthias Peplow wrote:
after upgrading from 4.016 to 4.2 I cannot select Scrips anymore via
Admin-Scrips-Select.
Please try the following patch, which should be in 4.2.2:
https://github.com/bestpractical/rt/commit/d9c1d3a.patch
- Alex
Re: [rt-users] RT 4.2 Set($ShowHistory, 'delay') does not
Hi, same result with Safari 7.0 and Chrome 31.0.1650.57 no events in the logs Matthias Am 02.12.2013 um 18:00 schrieb rt-users-requ...@lists.bestpractical.com: after the Upgrade from 4.016 to 4.2 the history of tickets was not shown anymore. The label ?loading? was shown forever but the history never appeared. We solved this issue by restoring the RT 4.0 behavior with Set($ShowHistory, 'always?); How can we get the delayed ticket history working as intended? What browser? Was there anything of note in your logfiles from that time? - Alex
[rt-users] Queue view-permission on New ticket for non-privileged users
Hi, I have several customers(which is the group of non-privileged users) and want to set different queues for each customers. However,I found that when those non-privileged user try to create on New ticket button of the dashboard,the user could see every queues on the service while the belonged group is not on the watcher of the queues. I know that if the user is privileged then I can control the rights of viewing queues. Does anyone know how to control the rights of viewing queues for the non-privileged users? Hajime
Re: [rt-users] Upgrade from 4.0.x to 4.2.x - Fresh install with DB upgrade ok?
On Mon, 2013-12-02 at 17:49 +, Cena, Stephen (ext. 300) wrote: I'm getting ready to do an upgrade from 4.0.18 to 4.2.1 here on two servers. When I try the upgrade in a test environment, I get a bunch of errors that fly by (I don't have them, sorry :( ) Get them and look at them. It may well solve you large amounts of time and data loss later. but the site appears to be working. My question is, is it safe to do a fresh install of 4.2.1 and then use the 'make upgrade-database- script against the current database, use my current RT_SiteConfig.pm file spin up the site? That's the recommended set of steps to upgrade, yes. Though it was written for 3.8 - 4.0, you may find http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html helpful. - Alex
Re: [rt-users] RT 4.2.1 Enter/return key does not work in Safari on OS X
On Tue, 2013-12-03 at 09:52 +1100, Andrew Chung wrote: Just typing in a comment/reply and hitting enter in the message box, it doesn't do anything. You need to use Ctrl-Enter. It's a text box. I don't understand why one would expect pressing enter in such a context to do anything other than add a newline. - Alex
Re: [rt-users] Scrips not accessible in 4.2 anymore
On Tue, 2013-12-03 at 09:21 +0100, Matthias Peplow wrote: Set(%AdminSearchResultFormat,… section in our RT_Site_config and it looks like some paths have changed. So replacing It sounds like you copied all of %AdminSearchResultFormat into your RT_SiteConfig. This is unnecessary, and leads to problems like this one. If you wish to customize an admin format, you need only specify the one you wish to change: # customize the Queues list Set(%%AdminSearchResultFormat, Queues = '' ); This change probably should be mentioned in the UPGRADING notes. We'll add an UPGRADING note. - Alex
Re: [rt-users] RT 4.2 Set($ShowHistory, 'delay') does not
On Tue, 2013-12-03 at 10:38 +0100, Matthias Peplow wrote: same result with Safari 7.0 and Chrome 31.0.1650.57 I can't reproduce with either. You'll need to examine the javascript logs (probably easier in chrome) to see what's happening. - Alex
Re: [rt-users] AD domains with RT::Authen::ExternalAuth
On Tue, 2013-12-03 at 12:35 +, Chris Davies wrote: On 02/12/13 17:11, Alex Vandiver wrote: Feel free to file a pull request on github[1], and we'll take a look. - Alex [1] https://github.com/bestpractical/rt-authen-externalauth/ You've lost me already. If you can send a unified diff patch, we'll start there. - Alex
Re: [rt-users] Custom Status Setup Problems
On Mon, 2013-12-02 at 11:35 -0600, Wendi M. wrote: I can then add this Custom Status setting to a particular queue, and it all looks good. My problem.. I can't resolve the ticket or do anything other than leave it in the new status? Am I missing something obvious here? Thanks! You're missing the transitions: http://docs.bestpractical.com/RT_Config#Transitions-between-statuses-and-UI-actions - Alex
Re: [rt-users] bug in HTML::FormatText::WithLinks::AndTables stops scrips working
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- On Sat, 2013-11-30 at 16:59 +0100, Payam Poursaied wrote: In the past weeks, we received considerable complaints from our staff [snip] Absolutely a bug; we should be at least sending the HTML part. Please try https://github.com/bestpractical/rt/commit/8807f0d.patch How are your staff generating the problematic HTML, out of curiosity? Is the CKeditor generating that, or are you pasting in from Word or some other source? Hi Thank you for the patch. I forwarded it to my colleague to apply and test it. Regarding your question, it had been not generated through CKeditor. I had develop a small code and put it in the Ticket page which shows up 2 links for comment and correspond. They are mailto:; links with appropriate properties which bring up outlook with subject tag and subject to the correspond/comment email address of the associated queue. To my team could easily outlook to reply and comment. Some of my colleagues did not create their signature according to our internal manuals, and just copied it from others and that caused extra table. In addition when we faced with this issue, I analyzed all the logs and found that this happed from other sources as well. Some of them were spam (which their format are usually weird) and others by few of our customers
[rt-users] upgrade issues 4.0.17 - 4.2.1
Upgrade from 4.0.17 and having some issues with email notices. It seems to be connected to scrips. I did run the make upgrade-database [11794] [Wed Dec 4 03:20:20 2013] [warning]: DBD::mysql::st execute failed: Table 'rt4.ObjectScrips' doesn't exist at sbin/rt-validator line 1300. (sbin/rt-validator:1300) [11794] [Wed Dec 4 03:20:20 2013] [critical]: DBD::mysql::st execute failed: Table 'rt4.ObjectScrips' doesn't exist at sbin/rt-validator line 1300. (/usr/local/rt4/sbin/../lib/RT.pm:391) DBD::mysql::st execute failed: Table 'rt4.ObjectScrips' doesn't exist at sbin/rt-validator line 1300. Is there a way I can manually correct this missing rt4.ObjectScrips entry? Or better yet script I can run in the upgrade area? -- Mike Wilson
Re: [rt-users] RT 4.2.1 Enter/return key does not work in Safari on OS X
Alex, I think you have misunderstood - Yes it is a text box and I would expect I can press enter twice to get a new paragraph. In this case, using Safari, 99% of the time, using Comment or Reply, I cannot press enter. I have to press Ctrl Enter to get a new line. This seems to be a problem only in 4.2.1 though. Andrew On 4 December 2013 04:55, Alex Vandiver ale...@bestpractical.com wrote: On Tue, 2013-12-03 at 09:52 +1100, Andrew Chung wrote: Just typing in a comment/reply and hitting enter in the message box, it doesn't do anything. You need to use Ctrl-Enter. It's a text box. I don't understand why one would expect pressing enter in such a context to do anything other than add a newline. - Alex
Re: [rt-users] upgrade issues 4.0.17 - 4.2.1
On Tue, 2013-12-03 at 21:37 -0600, Mike W wrote: Upgrade from 4.0.17 and having some issues with email notices. It seems to be connected to scrips. I did run the make upgrade-database The errors below imply that it if you did run it, it did not complete. Show the RT Upgrade History section of Admin → Tools → System Configuration. - Alex
Re: [rt-users] FW: Serious problem with mime/html format email containing attachments
On Tue, 2013-12-03 at 22:39 +0100, Payam Poursaied wrote: First thank you for your feedback in the list regarding the bug in html parser Do not reply off-list. I believe Tom previously corrected you on that in the email you quote below. First time I point this case in 2011 http://lists.bestpractical.com/pipermail/rt-users/2011-January/068219.html Later in 2012 http://lists.bestpractical.com/pipermail/rt-users/2012-October/078179.html And also submit it through the bug tracker: http://issues.bestpractical.com/Ticket/Display.html?id=21267 This is related to RT's algorithm for detecting which part to quote, which has known bugs -- namely, not being sufficiently recursive. This is the same bug as http://issues.bestpractical.com/Ticket/Display.html?id=17769 I've merged your bug report into that one. I believe there is at least one patch you can try applying to see if it resolves your problem. - Alex
Re: [rt-users] upgrade issues 4.0.17 - 4.2.1
On 12/3/2013 10:09 PM, Alex Vandiver wrote: On Tue, 2013-12-03 at 21:37 -0600, Mike W wrote: Upgrade from 4.0.17 and having some issues with email notices. It seems to be connected to scrips. I did run the make upgrade-database The errors below imply that it if you did run it, it did not complete. Show the RT Upgrade History section of Admin → Tools → System Configuration. - Alex Aha! I found: Upgrade from 4.1.0 to 4.1.1 (Incomplete) Fixed that and got things rolling properly. Thanks for telling me about that. Had no idea it logged that there. -- Mike Wilson
Re: [rt-users] upgrade issues 4.0.17 - 4.2.1
On Tue, 2013-12-03 at 22:35 -0600, Mike W wrote: Aha! I found: Upgrade from 4.1.0 to 4.1.1 (Incomplete) Fixed that and got things rolling properly. Thanks for telling me about that. Had no idea it logged that there. It's new in 4.2. However, it is no substitute for reading the 'make upgrade-database' output itself. - Alex
Re: [rt-users] trying to calculate time worked per transaction / ticket using SQL
Hi Tom, Thanks for your reply. A couple of reasons why I've started this way - primarily probably familiarity. But also: - Speed - database access is significantly faster than REST - I can run queries against a replica of the database, thereby not interfering with the production system - It fits better with how we access and aggregate data from other systems (i.e. SQL is the only common language that they all share) - We already have several systems pulling data from RT via SQL since 2002 - My SQL skills are significantly better than my (non-existent) Perl skills so trying to access data as data makes more sense to me - I've been stymied before by Perl when trying to query using RTs built-in query engine for example. I don't know but I would guess that REST will also use perl syntax for querying? If using REST is it possible to make use of query caches etc? I realise that under the hood the sql engine will still have it's own indexes / query caches / etc, but curious if REST also has any of this? Regards, Chris On 3 December 2013 11:07, Tom Lahti tla...@dmsolutions.com wrote: Why don’t use you want to use REST? You’re shooting yourself in the foot; when you upgrade RT, your queries will no longer work and will have to be updated. If you use the REST interface, you can upgrade with impunity and not have to worry about your queries not working anymore. — Tom On Dec 1, 2013, at 11:18 PM, Chris Herrmann chrisherrma...@gmail.com wrote: Hi all, Just bumping this one - does anyone have any suggestions? Am I approaching this the wrong way? Using MySQL btw if that makes a difference. Thanks, Chris -- Forwarded message -- From: Chris Herrmann chrisherrma...@gmail.com Date: 24 November 2013 22:11 Subject: trying to calculate time worked per transaction / ticket using SQL To: rt-users@lists.bestpractical.com Hi all, I'm trying to put together a SQL query to present a view, that allows summaries of data to be performed in reporting tools. I have a feeling that this question has been asked before and answered, but my google-fu is failing me, so apologies in advance... I've only found questions about using RT-REST, for example (which I don't want to do). I'm using RT 3.8.7 (yes I know it's old and it's in the pipeline to upgrade but we have a bunch of other systems that are integrated with RT and so it's not a simple just upgrade RT project for us. Anyway, what I want to end up with is the following fields: Tickets.EffectiveID Queues.Name Tickets.Owner Transactions.Creator Transactions.TimeTaken Transactions.Created Tickets.Status Tickets.Started Tickets.Resolved Tickets.Created Transactions.Type So i can easily point various reports at it and work from there. the sql I'm using is... SELECT Tickets.EffectiveId AS TicketID, Queues.`Name` AS Queue, Tickets.`Owner` AS OwnerID, Transactions.Creator AS TransactionCreatorID, Transactions.TimeTaken AS TimeTaken, Transactions.Created AS TransactionCreated, Tickets.`Status` AS TicketStatus, Tickets.Started AS TicketStarted, Tickets.Resolved AS TicketResolved, Tickets.Created AS TicketCreated, Transactions.Type AS TransactionType FROM Tickets JOIN Transactions ON ((Transactions.ObjectId = Tickets.id))) JOIN Queues ON ((Queues.id = Tickets.Queue) but I'm not getting the results I expect... or even something far simpler like: SELECT Transactions.Creator, sum(Transactions.TimeTaken/60) AS TimeInHours, Month(Transactions.Created) AS TransactionMonth, Year(Transactions.Created) AS TransactionYear FROM Tickets JOIN Transactions ON Transactions.ObjectId = Tickets.id where Transactions.Created 2013-10-01 group by Creator, Month(Transactions.Created), Year(Transactions.Created) just to try and compare the numbers... that I'm seeing with timeworked.pl... Now my problem is that the numbers I'm getting don't match those returned by REST - for example using the timeworked.pl script.. Is there a definitive SQL somewhere that I should use to return these?... and any pointers on what transaction types I should be avoiding or how to avoid double counting merged transactions I would be very grateful... Thankyou! Chris This e-mail message is confidential and is intended solely for the use of the addressee(s) named above. If you are not the intended recipient, or the person responsible to deliver it to the recipient, you are hereby advised that any dissemination, distribution or copying of this communication is prohibited. If you have received this e-mail in error, please notify the sender by return e-mail. Thank you.
