Re: [rt-users] rt-remind script problem
Kevin Falcone ha scritto: On Tue, Jun 10, 2014 at 08:58:05AM +, Guadagnino Cristiano wrote: We have been using the rt-remind script for a long time. I have just noticed that it is not working anymore, so I looked at the output of the cron job that starts it weekly, and found a lot of messages like this: Recipient names must be specified I have been unable to determine the cause, and a google search (despite a lot of hits) failed to bring light to the issue. Launching the rt-remind script with the -d parameter outputs the messages that would be sent out, and I cannot see anything wrong. rt-remind is not core. You probably want to provide a link to what you're running, and try grepping it for Recipient names must be specified, since that isn't a core message. -kevin Kevin, the script that I am running comes from here: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind You can find a reference to this script on Wikia too: http://requesttracker.wikia.com/wiki/Rt-reminder The message Recipient names must be specified does not come from the script itself, I guess it is coming from sendmail. Unfortunately a google search, while finding a few hits, did not turn up to be enlightening. Regards Cris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] custom field mandatory
Hello I don't want to set custom field from email. I have problem when ticket is created from email, and next when i click in the web page, mandatory filed is not mandatory, i could leave they empty and write comment or change queue That is the problem. Thanks for RT-Extension-MandatoryOnTransition i'll check this. Lukas -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, June 17, 2014 9:00 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] custom field mandatory On Mon, Jun 16, 2014 at 11:47:10AM +, Zawada Łukasz wrote: When i create ticket from the web it's all ok. When mandatory custom filed it's empty a get Input must match [Mandatory] But when i create ticket from email i could write comments/corespondence, change the queue, without any warning. RT's custom fields are only Mandatory in the UI. There is no core way to set Custom Fields during email creation, even if there was, we'd have to bounce emails saying use this arcane format to set some custom fields for your support request? You may be interested in this to ensure CFs are set prior to a ticket being resolved. https://metacpan.org/release/RT-Extension-MandatoryOnTransition -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Salesforce JIRA
*1) Ability to create a JIRA ticket from within RT. This is so that customer requests which will ultimately require code changes can be properly linked* If JIRA is capable of receiving e-mails then you can send e-mails from RT to JIRA (and vise versa). This would assume that the subject will contain both the RT ticket ID and the JIRA ticket ID. At least, that would be the easy way and I believe JIRA supports this as well. Another option is to create a custom top menu which contains a few links to places you find relevant, including a link for creating JIRA tickets via the JIRA webpage (though this would be the same as creating a bookmark in your browser, not sure if that's what your looking for). Alternatively, you could automate ticket creating using the Scrip functionalities. e.g. automatically send an email to address XYZ when a certain condition is met (CF value, subject value, etc.). But this would depend on the JIRA functionalities as well, JIRA will need to support ticket creation in some sort of way other then filling out a form (I believe it does, but I'm not very familiar with JIRA). Also, when you turn this question around. Can JIRA create tickets inside RT. Then the answer is yes. RT supports ticket creation via e-mail but also via the commandline interface/api's. So even within JIRA you can link to these tools and create or update tickets when something important happens with a JIRA ticket. So on the RT side you can do allot, but this will depend on the API's that JIRA has. Does it allow ticket creation via mail, does it have other ways to create tickets, etc.. But for this point it will really depend on how your users will expect this functionality to work, if they want all bells and whistles then I'd still say that it's possible but the solution will become a bit more complicated (as in scripting/creating custom dashboard items with RSS feeds from JIRA or html forms for creating JIRA tickets, etc.). So allot is possible, but I'd probably try to get them to like the e-mail creation solution since it will probably integrates best (both ways). *2) See JIRA ticket status from within RT. For this one, I have worked around with a custom field which holds the ticket ID and is a link to the JIRA issue. * This can be a custom field, but you can also link URL's to a ticket as parent/child (thus the full Jira URL or other things you want to link to a ticket). *3) For Salesforce, my understanding is that they want the sales reps to be able to see what requests their customers have submitted. * If Salesforce has it's own LDAP/user directory then RT can import this periodically (e.g. extension LDAP Import). At that point, all users will be in RT (although they will be created eventually once they send an e-mail). From that point on you can create dashboards with reports on these users, including Charts and other things (user summary pages, etc.). So if these are the actual wishes then I think RT can fit in quite nicely (though I'd still opt for replacing JIRA as wel haha). 2014-06-17 21:43 GMT+02:00 Matt Brennan brenna...@gmail.com: Bart, Thanks for your reply. Basically, there are two functionalities they want with JIRA: 1) Ability to create a JIRA ticket from within RT. This is so that customer requests which will ultimately require code changes can be properly linked; 2) See JIRA ticket status from within RT. For this one, I have worked around with a custom field which holds the ticket ID and is a link to the JIRA issue. For Salesforce, my understanding is that they want the sales reps to be able to see what requests their customers have submitted. Thanks, Matt On Tue, Jun 17, 2014 at 2:39 PM, Bart b...@pleh.info wrote: RT has a few ways to integrate with other products, it would help if you could explain what the Jira integration is (though RT could easily replace Jira as well, but that's my biased opinion) and how does it integratie with Salesforce? 2014-06-17 17:20 GMT+02:00 Matt Brennan brenna...@gmail.com: Good Day, One of the teams at my company is currently using ZenDesk for customer support. They are unhappy with it and want to move to RT. The question: does RT have any integration with JIRA? Does RT have any integration with Salesforce? ZenDesk has both, and management has stated they cannot lose this functionality. Thanks, Matt -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- Bart G. -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- Bart G. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] custom field mandatory
RT-Extension-MandatoryOnTransition it's not working on rt 3.8.8
I set
Set( %MandatoryOnTransition,
'*' = {
'* - resolved' = 'CF.Typ',
},
);
Log on debug say nothing
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
Kevin Falcone
Sent: Tuesday, June 17, 2014 9:00 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] custom field mandatory
On Mon, Jun 16, 2014 at 11:47:10AM +, Zawada Łukasz wrote:
When i create ticket from the web it's all ok. When mandatory custom filed
it's empty a get Input must match [Mandatory]
But when i create ticket from email i could write comments/corespondence,
change the queue, without any warning.
RT's custom fields are only Mandatory in the UI. There is no core way to set
Custom Fields during email creation, even if there was, we'd have to bounce
emails saying use this arcane format to set some custom fields for your
support request?
You may be interested in this to ensure CFs are set prior to a ticket being
resolved.
https://metacpan.org/release/RT-Extension-MandatoryOnTransition
-kevin
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
[rt-users] Bulk update does not update custom fields?
Hi. It appears that, even though the field appears on the bulk update form, that custom fields do not actually get updated. Is this true? If it is supposed to work, how? We have a Grant Number custom field. I went to bulk update because I wanted to be sure the grant number for a specific queue for older tickets got the correct value. It appeared to work in that I got the list of tickets and the correct value after pressing the Update button. Then, when I listed or searched the tickets the grant number field still shows No value. Thanks for any help. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Question about Asset extension
Hi all, Basic question about Asset extension before I try to installed it. Can I use Asset extension to manage supply ? I mean (for example) I got a 20 ink cartridges. Can I put this 20 cartridges inside RT Asset, and each time some requestor ask through RT I can « add » this asset and I got only 19 cartridges after I close this ticket ? So basically can I use Asset inside RT to manage supply. Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: mer 18 jui 2014 14:56:26 CEST -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] RT 4.2: extracting reports
Hello all, I am trying to set up a some way to periodically extract activity reports from my RT installation. I have a feeling that I could use the query tool for that but I could never find a comprehensive description of the queryable fields. There are also a reporting function under Tools - Activity Reports but I could never find out how to modify the output and save it. Also, there is the Charts functionality: http://bestpractical.com/docs/rt/4.2/charts.html Once again, the documentation is a bit lacking. So any advice on how to make this happen - with examples, if such exist - would be most appreciated. Cheers, Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] examples of TicketSQL scripts
Hello all, As I understand it, there ought to be a way for one to write a script that would connect to an RT installation, pass some queries in TicketSQL to it and get the results back. Is that accurate? If so, do code samples/instructions exist? Thanks. Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] email disabled for ticket
On Tue, Jun 17, 2014 at 3:16 PM, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Jun 13, 2014 at 01:23:47PM -0400, Hugo Escobar wrote: I found this thread and have a few questions: Unfortunately, this thread appears to be unrelated to your problems. On Thu, Apr 10, 2014 at 12:46 PM, Kevin Falcone [1] falc...@bestpractical.com wrote: On Thu, Apr 10, 2014 at 02:26:19PM +, Edsall, William (WJ) wrote: Under `People' it says that the user (requestor)'s email is `disabled for ticket'. It says this just after his email address on the Requestors line. We would like that to happen on our end but don't know how to implement it. In our case, when a requestor is disabled it simply does not show that requestor under 'People' in Ticket/Display.html On the other hand, Ticket/ModifyPeople.html shows the disabled requestor but no indication about the status You're confusing a Disabled requestor with a Squelched requestor who has been configured to not receive mail for this ticket. In our case, the 'Modify who receives email ' section just shows this text: 'The checked users may receive email related to this ticket depending on the action taken. Uncheck users to stop sending email to them about this ticket.' but no checkboxes or any other input field ... Sys Info about our instance: OS: Centos6 RT version: 4.2.2 I tried everything in user's access control (on/off): - Let this user access RT, and - Let this user be granted rights (Privileged) I also browsed RT_Config up and down but nothing seems to control this particular behaviour or I'm missing something ... Guesses? You use only TransactionBatch scrips. You have no scrips or users that would get mail on that ticket. You do not have ShowOutgoingEmail. -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training After doing a clean install of RT I saw the normal behaviour in RT which is to show 'disabled for ticket' when the email has been unchecked under the 'Modify who receives email ' section. At some point this stopped happening on my system. I managed to isolate the cause and it seems to be the database. Thanks for your help -- Regards, Hugo Escobar http://www.associationfinancialservices.com/ 4770 Biscayne Blvd, Ste 700 Miami, FL 33137 main: 305.677.0022 support: 305.921.4620 email: hesco...@afslc.com Follow us on Facebook and Linked-In http://www.facebook.com/pages/Miami-FL/ASSOCIATION-FINANCIAL/64952991864 http://www.linkedin.com/companies/1006276 NOTICE: This email and any attachment to this email may contain confidential information. If you are not the intended recipient, you must not review, retransmit, convert to hard copy, photocopy, use or disseminate this email or any attachments to it. If you have received this email in error, please notify us immediately by return email and delete this message. Please note that if this email contains a forwarded message or is a reply to a prior message, some or all of the contents of this message or any attachments may not have been produced by our firm. *As our firm may be deemed a debt collector, if your payment is in default, we may be attempting to collect a debt on behalf of the association, and any information obtained may be used for that purpose.* -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Question about Asset extension
On 18-6-2014 15:02, Albert Shih wrote: Hi all, Basic question about Asset extension before I try to installed it. Can I use Asset extension to manage supply ? I mean (for example) I got a 20 ink cartridges. Can I put this 20 cartridges inside RT Asset, and each time some requestor ask through RT I can « add » this asset and I got only 19 cartridges after I close this ticket ? So basically can I use Asset inside RT to manage supply. Regards. JAS I'm using RTx-AssetTracker but it should work too on the bestpractical Assets. I use a script which reads the amount of time entered on a ticket, could be any customfield, and then find the Asset that belongs to it and subtracts the time from the time the client bought. So yes with a bit of perl scripting it shouldn't be too hard. Joop -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] user search URL?
Is there a way to do a user search via URL? We can already go directly to a ticket or asset via a URL. We can also perform a ticket or asset search via URL. But what about doing a User search? The goal is to use an external tool (AlfredApp) to quickly get to the User Summary page or at very least a User Search results page. Thanks, Josh -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] insert field values in correspondence/comments?
I'd like to bulk update tickets and include the value of a field or
custom field in each one. For example:
Bulk updating X tickets. Each ticket has a Custom Field called
Activation Code. I write a single reply that goes to each selected
ticket and wherever I include 'CF.{Activation Code}' it inserts the
value of that field from each ticket. Basically a mail merge.
Is this possible?
thanks,
Josh
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
[rt-users] changing user's permissions from outside of RT
Hello listmates, If I need to change the user's privilleges outside of the RT - and I do have full administrative rights both on the RT host machine and within the DB server - how do I do that? Thanks. Boris. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] ticket created from CLI script with wrong Due date; timezone issue?
On Wed, Jun 18, 2014 at 10:53:11AM +1000, Alex Peters wrote: That was just a transcribing error on my part. I call a method on the RT::Date object to get the date out in the expected format; a later message in this thread shows the corrected code. At any rate, the debug output is indicating a problem even before that point. If you have a reduced sample that doesn't require Ticket-Create to expose, show that, probably with some debugging output so it can be run locally. Additionally, you may want to look into the config, there are relevant parsing options around 'Wednesday'. http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling In addition, keep in mind the timezone of the user used to create the date object and how that plays into this. And remember, RT in no way requires you to use an RT::Date to calculate Wednesday at 11am. This is perl, there are about 50 ways to do it. -kevin pgpHFCn1kumq6.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] rt-remind script problem
On Wed, Jun 18, 2014 at 10:32:52AM +, Guadagnino Cristiano wrote: the script that I am running comes from here: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind You can find a reference to this script on Wikia too: http://requesttracker.wikia.com/wiki/Rt-reminder Have you considered asking the author about your problems? The message Recipient names must be specified does not come from the script itself, I guess it is coming from sendmail. Unfortunately a google search, while finding a few hits, did not turn up to be enlightening. This implies nothing is being passed to sendmail correctly. Show a debug output, especially the part where it shows how it calls sendmail and what it passes. -kevin pgpV9lok95_3F.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] custom field mandatory
On Wed, Jun 18, 2014 at 12:38:49PM +, Zawada Łukasz wrote:
RT-Extension-MandatoryOnTransition it's not working on rt 3.8.8
Ah, you didn't say you were using an unsupported release of RT.
I set
Set( %MandatoryOnTransition,
'*' = {
'* - resolved' = 'CF.Typ',
},
);
I'm surprised you were able to install it, it should die during the
installation saying You must have at least RT 4.0.0 to run this.
You can implement the code in the extension as overlays on 3.8, but
the extension does not support 3.8.
-kevin
pgpA3UKvvoyUW.pgp
Description: PGP signature
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RT Training - Boston, September 9-10
http://bestpractical.com/training
Re: [rt-users] Bulk update does not update custom fields?
On Wed, Jun 18, 2014 at 12:58:48PM +, Keith Creasy wrote: It appears that, even though the field appears on the bulk update form, that custom fields do not actually get updated. Is this true? If it is supposed to work, how? We have a “Grant Number” custom field. I went to bulk update because I wanted to be sure the grant number for a specific queue for older tickets got the correct value. It appeared to work in that I got the list of tickets and the correct value after pressing the “Update” button. Then, when I listed or searched the tickets the grant number field still shows “No value”. What RT version. What kind of CF is your field. -kevin pgp1X5CzI1onx.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] user search URL?
On Wed, Jun 18, 2014 at 12:10:27PM -0700, Josh Tackitt wrote: Is there a way to do a user search via URL? We can already go directly to a ticket or asset via a URL. We can also perform a ticket or asset search via URL. But what about doing a User search? If you know the user's id http://rt.example.com/User/Summary.html?id=123456 The goal is to use an external tool (AlfredApp) to quickly get to the User Summary page or at very least a User Search results page. If you don't have the user id in Alfred, you can link to http://rt.example.com/User/Search.html?UserString=em...@address.edu but you'll trigger a CSRF warning, it's probably that page should be whitelisted. -kevin pgpCG6D7MiCiV.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] insert field values in correspondence/comments?
On Wed, Jun 18, 2014 at 12:19:12PM -0700, Josh Tackitt wrote:
I'd like to bulk update tickets and include the value of a field or custom
field in each one. For example:
Bulk updating X tickets. Each ticket has a Custom Field called Activation
Code. I write a single reply that goes to each selected ticket and
wherever I include 'CF.{Activation Code}' it inserts the value of that field
from each ticket. Basically a mail merge.
Is this possible?
Not from RT's Bulk Update page, since the correspond box doesn't
accept templates.
Could be done with Scrips, or rt-crontool and a custom template.
-kevin
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Description: PGP signature
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RT Training - Boston, September 9-10
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Re: [rt-users] adding custom field type, how to force single value
On Tue, Jun 17, 2014 at 04:08:54PM -0400, Len Jaffe wrote: In order make sure that we're solving the correct problem, since my previous post was terse, and I'm not sure whether I used all the right key words, please allow me to elaborate: Based on a similar treatment by a colleague, I have created local/html/Elements /CustomField_Local.pm That is not the right place for a Foo_Local.pm, they go in local/lib/RT/ The I created local/html/Elements/EditCustomFieldJSON_Encoded_Resource_Field and local/html/Elements/ShowCustomFieldJSON_Encoded_Resource_Field Which do what I need them to - pretty print the JSON so a human can read it and edit it if necessary. But RT thinks this custom field type allows multiple entries per field, and so pukes all over the pretty-printed JSON. When I use a straight Fill in one text area RT is ok with the JSON, but the JSON is not pretty printed. In that case, you could use Fill in one text area for editing and just override display using the callbacks in ShowCustomField based on the CF name. Otherwise, look into the MaxValues setting. -kevin pgpp7TDDBVvv9.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] adding custom field type, how to force single value
On Wed, Jun 18, 2014 at 3:47 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Jun 17, 2014 at 04:08:54PM -0400, Len Jaffe wrote: In order make sure that we're solving the correct problem, since my previous post was terse, and I'm not sure whether I used all the right key words, please allow me to elaborate: Based on a similar treatment by a colleague, I have created local/html/Elements /CustomField_Local.pm That is not the right place for a Foo_Local.pm, they go in local/lib/RT/ Indeed. That is where it lives. I misspoke above. The I created local/html/Elements/EditCustomFieldJSON_Encoded_Resource_Field and local/html/Elements/ShowCustomFieldJSON_Encoded_Resource_Field Which do what I need them to - pretty print the JSON so a human can read it and edit it if necessary. But RT thinks this custom field type allows multiple entries per field, and so pukes all over the pretty-printed JSON. When I use a straight Fill in one text area RT is ok with the JSON, but the JSON is not pretty printed. In that case, you could use Fill in one text area for editing and just override display using the callbacks in ShowCustomField based on the CF name. Otherwise, look into the MaxValues setting. How do I associate my new custom field Type JSON_Encoded_Resource_Field with the Fill in one text area type. Is that a key value pair in the CustomField_Local override? Len. -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- lenja...@jaffesystems.com 614-404-4214@lenjaffe Information Technology Smoke Jumper, Host of Columbus Code Jam http://www.meetup.com/techlifecolumbus/ www.lenjaffe.com http://www.theycomewithcheese.com Advent Planet http://www.lenjaffe.com/AdventPlanet/ - An Aggregation of Online Advent Calendars. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] user search URL?
On 6/18/14, 12:43 PM, Kevin Falcone wrote: On Wed, Jun 18, 2014 at 12:10:27PM -0700, Josh Tackitt wrote: Is there a way to do a user search via URL? We can already go directly to a ticket or asset via a URL. We can also perform a ticket or asset search via URL. But what about doing a User search? If you know the user's id http://rt.example.com/User/Summary.html?id=123456 The goal is to use an external tool (AlfredApp) to quickly get to the User Summary page or at very least a User Search results page. If you don't have the user id in Alfred, you can link to http://rt.example.com/User/Search.html?UserString=em...@address.edu but you'll trigger a CSRF warning, it's probably that page should be whitelisted. -kevin Perfect! Thank you! -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] user search URL?
On 06/18/2014 03:43 PM, Kevin Falcone wrote: If you don't have the user id in Alfred, you can link to http://rt.example.com/User/Search.html?UserString=em...@address.edu but you'll trigger a CSRF warning, it's probably that page should be whitelisted. For reference, I've just pushed a commit to whitelist it, which will be in 4.2.6. - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Question about Asset extension
Le 18/06/2014 à 20:33:47+0200, Joop a écrit Basic question about Asset extension before I try to installed it. Can I use Asset extension to manage supply ? I mean (for example) I got a 20 ink cartridges. Can I put this 20 cartridges inside RT Asset, and each time some requestor ask through RT I can « add » this asset and I got only 19 cartridges after I close this ticket ? So basically can I use Asset inside RT to manage supply. Regards. JAS I'm using RTx-AssetTracker but it should work too on the bestpractical Assets. I use a script which reads the amount of time entered on a So you mean I got something like « amount » for any asset ? ticket, could be any customfield, and then find the Asset that belongs to it and subtracts the time from the time the client bought. So yes with a bit of perl scripting it shouldn't be too hard. the point is the « time » is a native field on RT, what I like to have is when I answer a ticket I can « click » on some « use » « x » « asset » and the amount of « asset » is change by minus « x » I think we can do some trick by using custom field but, it's not really user friendly. Thanks for your answer. Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: j...@obspm.fr Heure local/Local time: mer 18 jui 2014 23:44:20 CEST -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] ticket created from CLI script with wrong Due date; timezone issue?
The code posted in my original message, minus the $ticket-Create call, generates debug output showing the problem independent of ticket creation. In that message I've highlighted the discrepancies in that debug output in red. Your comments on that specific output would be greatly appreciated. I don't believe that the date/time configuration options are relevant, because I'm explicitly specifying 11am Wednesday in an RT::Date-Set call and getting an epoch for 11am Tuesday. My timezone is not offset from GMT by 24 hours. I want to be able to enter freeform text and have it interpreted relative to the RT-configured timezone, hence my use of RT::Date. On 19/06/2014 5:38 am, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Jun 18, 2014 at 10:53:11AM +1000, Alex Peters wrote: That was just a transcribing error on my part. I call a method on the RT::Date object to get the date out in the expected format; a later message in this thread shows the corrected code. At any rate, the debug output is indicating a problem even before that point. If you have a reduced sample that doesn't require Ticket-Create to expose, show that, probably with some debugging output so it can be run locally. Additionally, you may want to look into the config, there are relevant parsing options around 'Wednesday'. http://bestpractical.com/docs/rt/latest/RT_Config.html#Date-and-time-handling In addition, keep in mind the timezone of the user used to create the date object and how that plays into this. And remember, RT in no way requires you to use an RT::Date to calculate Wednesday at 11am. This is perl, there are about 50 ways to do it. -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
