Re: [rt-users] Change Subject When Resolving
That makes sense. I might try to create a Scrip to update the ticket subject, since it would be very convenient for this particular application. Thanks! On Thu, Jan 9, 2014 at 4:16 PM, Tim Wiley wrote: > On 01/09/2014 01:10 PM, Nathan Baker wrote: > >> Hello Everyone, >> >> We recently noticed that if you change the subject of a ticket while you >> are resolving it, the change does not take effect. I've noticed this >> for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x >> yet. Can anyone confirm if this is a bug or if it's something >> mis-configured? >> >> Thanks, >> Nate >> > > As far as I understand it, changing the subject line when resolving, > commenting & replying will only set it for that transaction. To change it > permanently you'll want to change it via the ticket details. >
Re: [rt-users] Change Subject When Resolving
On 01/09/2014 01:10 PM, Nathan Baker wrote: Hello Everyone, We recently noticed that if you change the subject of a ticket while you are resolving it, the change does not take effect. I've noticed this for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x yet. Can anyone confirm if this is a bug or if it's something mis-configured? Thanks, Nate As far as I understand it, changing the subject line when resolving, commenting & replying will only set it for that transaction. To change it permanently you'll want to change it via the ticket details.
[rt-users] Change Subject When Resolving
Hello Everyone, We recently noticed that if you change the subject of a ticket while you are resolving it, the change does not take effect. I've noticed this for RT 4.0.6 and 4.0.17, although I haven't been able to try it on 4.2.x yet. Can anyone confirm if this is a bug or if it's something mis-configured? Thanks, Nate
[rt-users] Server closed connection without sending any data back (500)
I cannot seem to get the RT CLI to work. We are using 4.0.18. Any ideas as to what is going on? The Apache httpd logs show nothing of any use. If I use the web UI (which works fine, and we've been using it for 10+ years now), I can logout + login with the following username and password fine. The user has full create privs for the foo-help queue (it is our day-to-day queue we use all the time). == [rt-tickets:~]$ cat .rtrc server https://rt-tickets.our.org/ user jbla...@our.org passwd mypassword queue foo-help debug 3 [rt-tickets:~]$ == == [rt-tickets:~]$ /rt/bin/rt create -o -t ticket set subject=foo POST https://rt-tickets.our.org//REST/1.0/show Content-Length: 281 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name="format" l --xYzZY Content-Disposition: form-data; name="id" ticket/new --xYzZY Content-Disposition: form-data; name="user" jbla...@our.org --xYzZY Content-Disposition: form-data; name="pass" mypassword --xYzZY-- 500 Server closed connection without sending any data back Content-Type: text/plain Client-Date: Thu, 09 Jan 2014 20:54:30 GMT Client-Warning: Internal response 500 Server closed connection without sending any data back rt: Server error: Server closed connection without sending any data back (500) ==
Re: [rt-users] Show results position in RT 4.2
On Thu, Jan 09, 2014 at 06:30:08PM +0200, Catalin Constantin wrote: >Would some quick CSS / JS trick do it ? I'm sure you could write JS to manipulate the menus, but the problem isn't so much a technical problem as it is aesthetic. How/where should the menus go so they're functional without destroying the utility of the floating ticket page menu. -kevin >On Thu, Jan 9, 2014 at 6:25 PM, Kevin Falcone > <[1]falc...@bestpractical.com> wrote: > > On Thu, Jan 09, 2014 at 03:30:51PM +0200, Catalin Constantin wrote: > > Navigating through a search was quite a nice option in the older > releases of RT. > > Now with 4.2: > > - show results > > - next > > - prev > > Are hidden in a 3 level drop down menu. > > Search -> Tickets -> Current Search -> Show Results > > Is there a way to get them back visible in a menu bar when displaying > a ticket (from the > > search results) ? > > There is no config to move that menu. It's something that was noticed > late in the 4.2 release cycle and now can't be changed during a stable > series. Any improvement will have to come in 4.4 or as an extension. > > Suggestions for how to render it without making other parts of the > ticket page awful appreciated, especially if they're provided as > patches to Elements/Tabs so that people can play with them. pgpBcScMFgLes.pgp Description: PGP signature
Re: [rt-users] Problem with HTML tags appearing in correspondence
On Thu, Jan 09, 2014 at 07:25:33PM +0300, Boli wrote: > I also seem to be experiencing this after an upgrade from 4.2.0 to 4.2.1 > > I'll try to arrange a diff It would be great to see. We'd love to get to the bottom of what's going wrong for some users. -kevin > On 28/12/2013 01:55, Kevin Falcone wrote: > > On Mon, Dec 23, 2013 at 09:50:22AM +0100, Michael Polenske wrote: > >> thanks Bart for your test - I've done the same this morning, and > >> I can confirm that the problem is gone on a fresh installation > >> of RT-4.2.1. @RT: I've done backup before new installation - do > >> you want the archive for some tests ? > > > > It would be interesting to see a > > > > diff -ur upgraded-install 4.2.1-clean-install > > > > to see what was actually different between the two. > > > > Depending on the size/sensitivity of the diff, you may want to > > send it to the bug tracker instead of the list. > > > > -kevin > > > pgplSM8o5NN9O.pgp Description: PGP signature
Re: [rt-users] Let customers see tickets in selfservice interface
Hello, On 09/01/2014 5:19 PM, scott.dalzell wrote: > i would create a group (Group_CompanyA) and then create a generic user for > that group that everyone in companyA could use. > > i would then assign Group_CompanyA to the queue (CompanyA) under the 'group > rights' tab. giving the group at least 'view queue' create ticket, and reply > to ticket rights > Yes this is exactly what I did before posting. > That should be enough so the generiic user of companyA can view and create > tickets for the CompanyA queue > But what if the ticket is created by another user by e-mail in the CustomerA queue? So far the tickets are NOT visible when login in the Web interface with the CustomerA's generic user. I might miss something, but so far I have no clue on what. > Also if you have a different generic user for each queue it will mean the > home page will only show tickets relating to that companies Queue > Make sense, indeed.
Re: [rt-users] Questions about JSGantt Plugin for RT
Kevin - Thanks: When we run the Gantt chart, every ticket is coming out to the default day length, 7. I edited the JSGantt.pm file to add some debugging output. They we assuming that the dates would be when the ticket was opened and then last resolved. Based on how _GetTimeRange operates, we never get an "end date" so it always defaults. Is the way the duration is calculated in _GetTimeRange how a Gantt chart is made? Is there a reason as to why those are the criteria for the duration calculation? As I said, Gantt charts are foreign to me & I've been too busy to do any research on them. It may very well be that we're looking for something specific & not an error in the plug in at all. Steve Message: 13 Date: Thu, 9 Jan 2014 11:28:14 -0500 From: Kevin Falcone To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Questions about JSGantt Plugin for RT Message-ID: <20140109162814.gj2...@jibsheet.com> Content-Type: text/plain; charset="us-ascii" On Thu, Jan 09, 2014 at 03:05:15PM +, Cena, Stephen (ext. 300) wrote: > I'm kind of caught in the middle of an issue witht he JSGantt chart > plug in here at work. Our Service Dept has started using the Gantt > chart to get a feel for how tickets are being resolved, but the data > always looks funny. After some tinkering with the settings in my > RT_SiteConfig.pm file, I decided to check the code on how it is > calculating the date ranges. Some of the code looks funny to me, but I > also do not fully understand (nor will anyone here) explain how a > Gantt chart gets created. I'm not sure what you mean by "nor will anyone here explain how a gantt chart gets created". I see no questions from your with a subject containing Gantt other than this question and I keep a 2 year archive of the list. You do ask a lot of questions, so it may have been lost. > I was trying to contact/suggest a change on GitHub but I can't seem to find > the link. > > Does anyone here know anything about this plug in or who I would contact with > questions? My primary question is about the _GetTimeRange function. You should just ask your question here or on rt-devel. JSGantt is written by Best Practical so if a relevant engineer has time they can answer a specific question about that function. -kevin
Re: [rt-users] Problem with HTML tags appearing in correspondence
Hi I also seem to be experiencing this after an upgrade from 4.2.0 to 4.2.1 I'll try to arrange a diff Boli On 28/12/2013 01:55, Kevin Falcone wrote: > On Mon, Dec 23, 2013 at 09:50:22AM +0100, Michael Polenske wrote: >> thanks Bart for your test - I've done the same this morning, and >> I can confirm that the problem is gone on a fresh installation >> of RT-4.2.1. @RT: I've done backup before new installation - do >> you want the archive for some tests ? > > It would be interesting to see a > > diff -ur upgraded-install 4.2.1-clean-install > > to see what was actually different between the two. > > Depending on the size/sensitivity of the diff, you may want to > send it to the bug tracker instead of the list. > > -kevin >
Re: [rt-users] Show results position in RT 4.2
Would some quick CSS / JS trick do it ? On Thu, Jan 9, 2014 at 6:25 PM, Kevin Falcone wrote: > On Thu, Jan 09, 2014 at 03:30:51PM +0200, Catalin Constantin wrote: > >Navigating through a search was quite a nice option in the older > releases of RT. > >Now with 4.2: > >- show results > >- next > >- prev > >Are hidden in a 3 level drop down menu. > >Search -> Tickets -> Current Search -> Show Results > >Is there a way to get them back visible in a menu bar when displaying > a ticket (from the > >search results) ? > > There is no config to move that menu. It's something that was noticed > late in the 4.2 release cycle and now can't be changed during a stable > series. Any improvement will have to come in 4.4 or as an extension. > > Suggestions for how to render it without making other parts of the > ticket page awful appreciated, especially if they're provided as > patches to Elements/Tabs so that people can play with them. > > -kevin > -- Catalin Constantin Dazoot Software http://www.dazoot.eu/
Re: [rt-users] Questions about JSGantt Plugin for RT
On Thu, Jan 09, 2014 at 03:05:15PM +, Cena, Stephen (ext. 300) wrote: > I'm kind of caught in the middle of an issue witht he JSGantt chart > plug in here at work. Our Service Dept has started using the Gantt > chart to get a feel for how tickets are being resolved, but the data > always looks funny. After some tinkering with the settings in my > RT_SiteConfig.pm file, I decided to check the code on how it is > calculating the date ranges. Some of the code looks funny to me, but I > also do not fully understand (nor will anyone here) explain how a > Gantt chart gets created. I'm not sure what you mean by "nor will anyone here explain how a gantt chart gets created". I see no questions from your with a subject containing Gantt other than this question and I keep a 2 year archive of the list. You do ask a lot of questions, so it may have been lost. > I was trying to contact/suggest a change on GitHub but I can't seem to find > the link. > > Does anyone here know anything about this plug in or who I would contact with > questions? My primary question is about the _GetTimeRange function. You should just ask your question here or on rt-devel. JSGantt is written by Best Practical so if a relevant engineer has time they can answer a specific question about that function. -kevin pgpDFHDGdGDU1.pgp Description: PGP signature
Re: [rt-users] Show results position in RT 4.2
On Thu, Jan 09, 2014 at 03:30:51PM +0200, Catalin Constantin wrote: >Navigating through a search was quite a nice option in the older releases > of RT. >Now with 4.2: >- show results >- next >- prev >Are hidden in a 3 level drop down menu. >Search -> Tickets -> Current Search -> Show Results >Is there a way to get them back visible in a menu bar when displaying a > ticket (from the >search results) ? There is no config to move that menu. It's something that was noticed late in the 4.2 release cycle and now can't be changed during a stable series. Any improvement will have to come in 4.4 or as an extension. Suggestions for how to render it without making other parts of the ticket page awful appreciated, especially if they're provided as patches to Elements/Tabs so that people can play with them. -kevin pgplDrlqCZPZM.pgp Description: PGP signature
Re: [rt-users] Installing Apache2.2.26 as a Win7 Service under Cygwin
On Thu, Jan 09, 2014 at 05:45:17AM -0800, scott.dalzell wrote: > I am currently having some issues with Apache that I’m trying to install/run > as a service on Windows 7. > I want to set it up as a Windows Service so that if it ever fails over it > will restart it's self Since RT isn't supported running on windows, I'm not sure how much help you'll get on this list. -kevin pgpijVLgUVr3P.pgp Description: PGP signature
Re: [rt-users] Let customers see tickets in selfservice interface
i would create a group (Group_CompanyA) and then create a generic user for that group that everyone in companyA could use. i would then assign Group_CompanyA to the queue (CompanyA) under the 'group rights' tab. giving the group at least 'view queue' create ticket, and reply to ticket rights That should be enough so the generiic user of companyA can view and create tickets for the CompanyA queue Also if you have a different generic user for each queue it will mean the home page will only show tickets relating to that companies Queue -- View this message in context: http://requesttracker.8502.n7.nabble.com/Let-customers-see-tickets-in-selfservice-interface-tp56218p56223.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Searched for 3 hours - how do you view all tickets in a queue?
I dont know what access level your admin has given you as a user but there are afew ways to view All the tickets in a queue *Edit Queue search to show all* 1/ Select queue (e.g. General) 2/ select 'edit search' tab 3/ In the 'Sorting' tab increase the rows per page to unlimited 4/ click update format and search *Using queue charts to view all tickets in queue* 1/ Select queue (e.g. General) 2/ click the 'Chart' tab 3/ Select the queue name (e.g. General) from the chart key *As your Rt admin to create a dashboard* if all else fails as your RT admin to create a dashboard with a table to show all tickets by queue hopefully one of these help you Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Searched-for-3-hours-how-do-you-view-all-tickets-in-a-queue-tp56196p56222.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Questions about JSGantt Plugin for RT
I'm kind of caught in the middle of an issue witht he JSGantt chart plug in here at work. Our Service Dept has started using the Gantt chart to get a feel for how tickets are being resolved, but the data always looks funny. After some tinkering with the settings in my RT_SiteConfig.pm file, I decided to check the code on how it is calculating the date ranges. Some of the code looks funny to me, but I also do not fully understand (nor will anyone here) explain how a Gantt chart gets created. I was trying to contact/suggest a change on GitHub but I can't seem to find the link. Does anyone here know anything about this plug in or who I would contact with questions? My primary question is about the _GetTimeRange function. Thank you in advance! Steve Cena s...@qvii.com 585-544-0450 x300
[rt-users] Installing Apache2.2.26 as a Win7 Service under Cygwin
I am currently having some issues with Apache that I’m trying to install/run as a service on Windows 7. I want to set it up as a Windows Service so that if it ever fails over it will restart it's self i have installed Apache2.2.26 and configured the http.conf file (port , server name, modules etc) and it functions correctly when using the manual start and stop commands $ /usr/sbin/apache2.2.26/bin/apachectl -k stop -f /usr/sbin/apache2.2.26/conf/httpd.conf $ /usr/sbin/apache2.2.26/bin/apachectl -k start -f /usr/sbin/apache2.2.26/conf/httpd.conf I also get the 'It Works' screen when I navigate to 127.0.0.1:8080 so I’m happy with this so far All the issues come in when I start to install it as a service I have installed it on my windows 7 test machine using the following command $ cygrunsrv -I CygwinServer-Apache2.2.26d -p /usr/sbin/apache2.2.26/bin/httpd.exe -a '-f /usr/sbin/apache2.2.26/conf/httpd.conf' -t manual if I then try and start the Service I get the following $ cygrunsrv -S CygwinServer-Apache2.2.26d cygrunsrv: Error starting a service: QueryServiceStatus: Win32 error 1062: The service has not been started. Windows Event Viewer gave the following error ##Event Viewer Error message - START# The description for Event ID 0 from source CygwinServer-Apache2.2.26d cannot be found. Either the component that raises this event is not installed on your local computer or the installation is corrupted. You can install or repair the component on the local computer. If the event originated on another computer, the display information had to be saved with the event. The following information was included with the event: CygwinServer-Apache2.2.26d: PID 10564: `CygwinServer-Apache2.2.26d' service stopped, exit status: 0 ##Event Viewer Error message - END# This is all fairly unhelp full in my eyes until I go into Cygwin and try the following $ /usr/sbin/Apache2.2.26/bin/httpd.exe (112)Address already in use: make_sock: could not bind to address [::]:8080 (112)Address already in use: make_sock: could not bind to address 0.0.0.0:8080 no listening sockets available, shutting down It looks like the service has stopped but it has locked out the port. if I try and stop Apache manually it still remains locked out until I restart the machine Does anyone have any idea why this port it freezing up when it is run as a service? any pointer would be very appreciated thank you Scott -- View this message in context: http://requesttracker.8502.n7.nabble.com/Installing-Apache2-2-26-as-a-Win7-Service-under-Cygwin-tp56220.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] Show results position in RT 4.2
Navigating through a search was quite a nice option in the older releases of RT. Now with 4.2: - show results - next - prev Are hidden in a 3 level drop down menu. Search -> Tickets -> Current Search -> Show Results Is there a way to get them back visible in a menu bar when displaying a ticket (from the search results) ? -- Catalin Constantin
[rt-users] Let customers see tickets in selfservice interface
Hello, I am trying to setup the following scheme: - we are providing helpdesk services for different customers, so we build one queue for each customer - we would like to permit customer A to see its ticket created by e-mail, so we first created an unprivileged user for all personal of customer A (easier to manage from the customer point of view) - but since people create requests from their own e-mail, they don't see their tickets in the selfservice interface if they log in with the "generic" unprivileged user for customer A. Can this be done? And if yes, how? Thank you. Nicolas
Re: [rt-users] Reply text box slow to load
On 12/17/2013 08:26 PM, Kevin Falcone wrote: > On Tue, Dec 17, 2013 at 03:53:36PM +, Marius Flage wrote: >>I have exactly the same problem. I've investigated the loading of the >> page with the >>WYSIWYG-editor and got the following results: >> >>[1]http://s22.postimg.org/wqo1j42r5/wysiwyg.png >> >>Maybe this will help debugging this further? >> >>After the initial load the future loads of that js will be cached and >> therefore much slower. >>And after the cache expiry (typically the next workday) you have to wait >> for another 30 >>seconds to get the WYSIWYG editor back up again. > While this confirms that something is taking a long time to load, the > consistent 15 seconds on each request is quite odd, especially since > larger files take mere milliseconds to download. > > Are you using JSMin? How is your RT configured, etc, etc. > If you can replicate these timings on issues.bestpractical.com it > would be interesting. I have the following output from Chromium's network headers when loading ckeditor.js. When refreshing the page (F5) this timeout of 15 seconds occurs. You see the Keep-Alive is set to timeout=15, what does that mean? 1. Request URL: http://RT-site/static/RichText/ckeditor.js 2. Request Method: GET 3. Status Code: 200 OK 4. Request Headersview source 1. Accept: */* 2. Accept-Encoding: gzip,deflate,sdch 3. Accept-Language: en-US,en;q=0.8 4. Cache-Control: max-age=0 5. Connection: keep-alive 6. Host: RT-site 7. If-Modified-Since: Wed, 27 Nov 2013 09:14:28 GMT 8. Referer: http://RT-site/ 9. User-Agent: Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/28.0.1500.95 Safari/537.36 5. Response Headersview source 1. Connection: Keep-Alive 2. Content-Encoding: gzip 3. Content-Length: 452578 4. Content-Type: application/javascript 5. Date: Thu, 09 Jan 2014 09:20:09 GMT 6. Keep-Alive: timeout=15, max=100 7. Last-Modified: Wed, 27 Nov 2013 09:14:28 GMT 8. Server: Apache/2.2.16 (Debian) 9. Vary: Accept-Encoding Any ideas? This is very annoying as it slows down RT. - Marius
