Re: [rt-users] how to unset a ticket's Due date?
Given no answers yet, it seems that either no one can replicate this (in which case a works for me would prompt me to debug further) or no one has attempted to remove due dates from tickets in v4.2.5. I'll assume the latter and file a bug report. On 24 June 2014 21:40, Alex Peters a...@peters.net wrote: I'm trying to remove a Due date from a ticket. Historically, entering - or 0 into the field worked fine for me. When I try this now however (RT v4.2.5), the page just reloads and the date doesn't get removed. Neither not set nor just whitespace have any effect when entered either. Nothing amazing is showing up in the logs: [...] [warning]: Couldn't parse date '-' by Time::ParseDate (.../RT/Date.pm:231) [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate (.../RT/Date.pm:231) What's the official way to remove a Due date from a ticket now? -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Cancel all scrips on custom resolve
I have achieved this in the past by temporarily moving the ticket to a queue without resolve scrips, resolving the ticket then moving it back to the correct queue. You could automate this by creating a Silent Resolve queue, and having a scrip to resolve the ticket and then move it back to the previous queue. Another potential option is to introduce a custom field (e.g. Silent Resolve) to the tickets, and modify the resolve scrips to only activate if that custom field is not set. On 28 June 2014 02:08, andriusk andrius.kul...@gmail.com wrote: Hello, I want to create a custom resolve action - silent resolve. Is it possible somehow to tell RT that, if I resolve ticket using my silent resolve it cancel all script, that fires on resolve or at least those that send email to the user and CC? -- View this message in context: http://requesttracker.8502.n7.nabble.com/Cancel-all-scrips-on-custom-resolve-tp57780.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ?
RT doesn't notify two users if they have both entered an editing screen for the same ticket, as you've discovered. I'm not sure that many people generally see this as an issue though. If two people add commentary to the ticket, both comments are kept. If two people edit a ticket's fields at the same time, although the edits by the first person to submit are lost at the top, records of both sets of edits are permanently saved in the ticket's history. In my eight years using RT across five different installations, no one has ever raised this as an issue. Is this strictly just a what if scenario for you, or is it causing problems? If it's causing problems, I'd love to know exactly how so that I can avoid those problems in my setups. I also wonder whether in your case, (company and/or RT) policy changes could help—e.g. only ticket owners may modify a ticket's fields. On 28 June 2014 07:02, Al Joslin allen.jos...@gmail.com wrote: I was asked by one of my users, what happens if two people are editing a ticket at the same time ? Our current system, that I'm trying to replace, tells users when another user is editing the same ticket I tried editing one ticket with two users at the same time -- I could see no notice/indication that someone else was modifying that same ticket I've searched the web/wiki/docs -- I don't see anything about it I can't believe the most used ticketing software in the world can't/doesn't protect against multiple users editing the same ticket at the same time what am I missing ? Al; -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] ticket created from CLI script with wrong Due date; timezone issue?
RT::Extension::RepeatTicket doesn't suit my specific needs, so I'm implementing a solution using scrips and templates. I should have given more regard to your earlier remark about the time parsing configuration options—after playing with Time::ParseDate separately, I determined that PREFER_FUTURE needs to be set. Setting $AmbiguousDayInFuture to 1 has fixed my problem. On 20 June 2014 02:31, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Jun 19, 2014 at 11:25:52AM +1000, Alex Peters wrote: 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. Since RT::Date uses Time::ParseDate, I'm not sure that your syntax is valid. https://metacpan.org/pod/Time::ParseDate Time::ParseDate is going to default to shenanigans when you feed it bad data. I'm not yet convinced of an actual RT::Date bug here, just bad input to ParseDate and timezone confusion (remember whose timezone is applied when you create an RT::Date with the System User). use lib './lib'; use RT -init; my $due_date = RT::Date-new($RT::SystemUser); $due_date-Set( Value = '11am tomorrow', Format = 'unknown', Timezone = 'America/New_York', ); print $due_date-ISO; works fine for me, using days in the parser does not, but that does not surprise me, Time::ParseDate is fragile, although doesn't try to use the Julian calendar as often as other parsing modules. Have you considered https://metacpan.org/pod/RT::Extension::RepeatTicket -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] how to unset a ticket's Due date?
Am 30.06.2014 08:04, schrieb Alex Peters: Given no answers yet, it seems that either no one can replicate this (in which case a works for me would prompt me to debug further) or no one has attempted to remove due dates from tickets in v4.2.5. I'll assume the latter and file a bug report. On 24 June 2014 21:40, Alex Peters a...@peters.net mailto:a...@peters.net wrote: I'm trying to remove a Due date from a ticket. Historically, entering - or 0 into the field worked fine for me. When I try this now however (RT v4.2.5), the page just reloads and the date doesn't get removed. Neither not set nor just whitespace have any effect when entered either. Nothing amazing is showing up in the logs: [...] [warning]: Couldn't parse date '-' by Time::ParseDate (.../RT/Date.pm:231) [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate (.../RT/Date.pm:231) What's the official way to remove a Due date from a ticket now? Just set the date to 0. Chris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ?
Am 27.06.2014 23:02, schrieb Al Joslin: I was asked by one of my users, what happens if two people are editing a ticket at the same time ? Our current system, that I'm trying to replace, tells users when another user is editing the same ticket I tried editing one ticket with two users at the same time -- I could see no notice/indication that someone else was modifying that same ticket I've searched the web/wiki/docs -- I don't see anything about it I can't believe the most used ticketing software in the world can't/doesn't protect against multiple users editing the same ticket at the same time what am I missing ? Al; Have a look on this: https://github.com/bestpractical/rt-extension-ticketlocking Chris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] how to unset a ticket's Due date?
Thank you, but entering 0 does not work for me. On 30/06/2014 5:30 pm, Christian Loos cl...@netcologne.de wrote: Am 30.06.2014 08:04, schrieb Alex Peters: Given no answers yet, it seems that either no one can replicate this (in which case a works for me would prompt me to debug further) or no one has attempted to remove due dates from tickets in v4.2.5. I'll assume the latter and file a bug report. On 24 June 2014 21:40, Alex Peters a...@peters.net mailto:a...@peters.net wrote: I'm trying to remove a Due date from a ticket. Historically, entering - or 0 into the field worked fine for me. When I try this now however (RT v4.2.5), the page just reloads and the date doesn't get removed. Neither not set nor just whitespace have any effect when entered either. Nothing amazing is showing up in the logs: [...] [warning]: Couldn't parse date '-' by Time::ParseDate (.../RT/Date.pm:231) [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate (.../RT/Date.pm:231) What's the official way to remove a Due date from a ticket now? Just set the date to 0. Chris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Approving a Ticket via Email
Does anyone have an example script I can use for reference? I have looked everywhere and cannot seem to find any examples of how to go about using it implementing it. I'm relatively new to RT and have never used perl until a month ago. So still trying to get to grips with it. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Approving-a-Ticket-via-Email-tp57779p57803.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] how to unset a ticket's Due date?
I just couldn't believe that something like this could be broken but indeed this works in 4.2.4 and is broken in 4.2.5. I think this is related to this commit: https://github.com/bestpractical/rt/commit/c4f7c8f Especially the change to RT::Date-Unix as I see this the logs if I enter 0: Passed a unix time less than 0, forcing to 0: [-3600] Chris Am 30.06.2014 10:04, schrieb Alex Peters: Thank you, but entering 0 does not work for me. On 30/06/2014 5:30 pm, Christian Loos cl...@netcologne.de mailto:cl...@netcologne.de wrote: Am 30.06.2014 08:04, schrieb Alex Peters: Given no answers yet, it seems that either no one can replicate this (in which case a works for me would prompt me to debug further) or no one has attempted to remove due dates from tickets in v4.2.5. I'll assume the latter and file a bug report. On 24 June 2014 21:40, Alex Peters a...@peters.net mailto:a...@peters.net mailto:a...@peters.net mailto:a...@peters.net wrote: I'm trying to remove a Due date from a ticket. Historically, entering - or 0 into the field worked fine for me. When I try this now however (RT v4.2.5), the page just reloads and the date doesn't get removed. Neither not set nor just whitespace have any effect when entered either. Nothing amazing is showing up in the logs: [...] [warning]: Couldn't parse date '-' by Time::ParseDate (.../RT/Date.pm:231) [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate (.../RT/Date.pm:231) What's the official way to remove a Due date from a ticket now? Just set the date to 0. Chris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] rt-mailgate https - problem
Hello, I have following problem: root@rt:~# rt-mailgate --debug --action correspond --url= https://localhost/rt --queue General /root/test.msg /usr/bin/rt-mailgate: temp file is '/tmp/4iP43YcvGf/qapxKbbAkW' /usr/bin/rt-mailgate: connecting to https://localhost/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 Can't connect to localhost:443 /usr/bin/rt-mailgate: undefined server error root@rt:~# On my RT-server I can't checkin the tickets via https (https website via browser works fine - certificte is ok) - via http it works fine! The Apache errorlog is empty. what does this error mean? Best Regards -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] rt-mailgate https - problem
Hello, I have following problem: root@rt:~# rt-mailgate --debug --action correspond --url= https://localhost/rt --queue General /root/test.msg /usr/bin/rt-mailgate: temp file is '/tmp/4iP43YcvGf/qapxKbbAkW' /usr/bin/rt-mailgate: connecting to https://localhost/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 Can't connect to localhost:443 /usr/bin/rt-mailgate: undefined server error root@rt:~# On my RT-server I can't checkin the tickets via https (https website via browser works fine - certificte is ok) - via http it works fine! The Apache errorlog is empty. what does this error mean? Best Regards -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] rt-mailgate https - problem
Replace in the URL parameter to rt-mailgate localhost with the FQDN. Chris Am 30.06.2014 11:17, schrieb DD DD: Hello, I have following problem: root@rt:~# rt-mailgate --debug --action correspond --url=https://localhost/rt --queue General /root/test.msg /usr/bin/rt-mailgate: temp file is '/tmp/4iP43YcvGf/qapxKbbAkW' /usr/bin/rt-mailgate: connecting to https://localhost/rt/REST/1.0/NoAuth/mail-gateway An Error Occurred = 500 Can't connect to localhost:443 /usr/bin/rt-mailgate: undefined server error root@rt:~# On my RT-server I can't checkin the tickets via https (https website via browser works fine - certificte is ok) - via http it works fine! The Apache errorlog is empty. what does this error mean? Best Regards -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ?
It was a marketing bullet point that was granted larger significance than it deserved in my tired mind It's importance may yet be inflated by my users or management, but I think RT's other strengths will win through thanks, al; On Jun 30, 2014, at 2:35 AM, Alex Peters a...@peters.net wrote: RT doesn't notify two users if they have both entered an editing screen for the same ticket, as you've discovered. I'm not sure that many people generally see this as an issue though. If two people add commentary to the ticket, both comments are kept. If two people edit a ticket's fields at the same time, although the edits by the first person to submit are lost at the top, records of both sets of edits are permanently saved in the ticket's history. In my eight years using RT across five different installations, no one has ever raised this as an issue. Is this strictly just a what if scenario for you, or is it causing problems? If it's causing problems, I'd love to know exactly how so that I can avoid those problems in my setups. I also wonder whether in your case, (company and/or RT) policy changes could help—e.g. only ticket owners may modify a ticket's fields. On 28 June 2014 07:02, Al Joslin allen.jos...@gmail.com wrote: I was asked by one of my users, what happens if two people are editing a ticket at the same time ? Our current system, that I'm trying to replace, tells users when another user is editing the same ticket I tried editing one ticket with two users at the same time -- I could see no notice/indication that someone else was modifying that same ticket I've searched the web/wiki/docs -- I don't see anything about it I can't believe the most used ticketing software in the world can't/doesn't protect against multiple users editing the same ticket at the same time what am I missing ? Al; -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] rt-mailgate https - problem
Please keep replies to the list. Which RT version are you using? Because your apache making a redirect and rt-mailgate following redirects only in RT 4.2.4 and newer. Chris Am 30.06.2014 12:09, schrieb DD DD: root@rt:~# wget https://HIDDEN/rt --2014-06-30 12:04:42-- https://HIDDEN/rt Resolving HIDDEN (HIDDEN)... HIDDEN Connecting to HIDDEN (HIDDEN)|HIDDEN|:443... connected. HTTP request sent, awaiting response... 301 Moved Permanently Location: https://HIDDEN/rt/ [following] --2014-06-30 12:04:42-- https://HIDDEN/rt/ Reusing existing connection to HIDDEN:443. HTTP request sent, awaiting response... 200 OK Length: unspecified [text/html] Saving to: `rt' [ = ] 4,064 --.-K/s in 0.01 2014-06-30 12:04:43 (324 KB/s) - `rt' saved [4064] root@rt:~# It seems that Apache doesn't listen correct, but the hosts entry is correct. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] rt-mailgate https - problem
on old and new server there runs 4.0.7 new machine: root@rt:~# wget https://127.0.0.1/rt --2014-06-30 12:24:15-- https://127.0.0.1/rt Connecting to 127.0.0.1:443... connected. The certificate's owner does not match hostname `127.0.0.1' root@rt:~# wget https://localhost/rt --2014-06-30 12:28:22-- https://localhost/rt Resolving localhost (localhost)... 127.0.0.1 Connecting to localhost (localhost)|127.0.0.1|:443... connected. GnuTLS: A TLS warning alert has been received. Unable to establish SSL connection. root@rt:~# Why occurs a TLS warning? This comes not from the certificate (I also tried it with --no-check-certificate) 2014-06-30 12:21 GMT+02:00 Christian Loos cl...@netcologne.de: Please keep replies to the list. Which RT version are you using? Because your apache making a redirect and rt-mailgate following redirects only in RT 4.2.4 and newer. Chris Am 30.06.2014 12:09, schrieb DD DD: root@rt:~# wget https://HIDDEN/rt --2014-06-30 12:04:42-- https://HIDDEN/rt Resolving HIDDEN (HIDDEN)... HIDDEN Connecting to HIDDEN (HIDDEN)|HIDDEN|:443... connected. HTTP request sent, awaiting response... 301 Moved Permanently Location: https://HIDDEN/rt/ [following] --2014-06-30 12:04:42-- https://HIDDEN/rt/ Reusing existing connection to HIDDEN:443. HTTP request sent, awaiting response... 200 OK Length: unspecified [text/html] Saving to: `rt' [ = ] 4,064 --.-K/s in 0.01 2014-06-30 12:04:43 (324 KB/s) - `rt' saved [4064] root@rt:~# It seems that Apache doesn't listen correct, but the hosts entry is correct. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Cannot load ticket error message
I'm seeing a 'Cannot load ticket' error message when clicking on a link to a ticket in a notification e-mail that I have received. It is ticket #4546 that is failing. I am using RT 3.8.14 with RTIR 2.6.1 I have debugging turned on and I am seeing the following in my logs: [Sat Jun 28 11:28:27 2014] [debug]: Committing scrip #45 on txn #85744 of ticket #4546 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:199) [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #37 because it isn't applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #45 because it isn't applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) [Sat Jun 28 11:28:27 2014] [debug]: Skipping Scrip #34 because it isn't applicable (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:254) [Sat Jun 28 11:28:27 2014] [debug]: About to commit scrips for transaction #85745 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) [Sat Jun 28 11:28:27 2014] [debug]: Committing scrip #11 on txn #85745 of ticket #4547 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:199) [Sat Jun 28 11:28:27 2014] [error]: Scrip Commit 45 died. - panic: attempt to copy value DBI::db to a freed scalar 7f3b0f23b3f8 at /usr/lib/perl5/DBI.pm line 1279. Stack: [/usr/lib/perl5/DBI.pm:1279] [/usr/lib/perl5/DBD/mysql.pm:221] [/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:469] [/usr/share/perl5/DBIx/SearchBuilder.pm:236] [/opt/rt3/bin/../lib/RT/SearchBuilder.pm:391] [/opt/rt3/bin/../lib/RT/Tickets_Overlay.pm:2897] [/usr/share/perl5/DBIx/SearchBuilder.pm:504] [/opt/rt3/bin/../lib/RT/Tickets_Overlay.pm:2869] [/opt/rt3/local/plugins/RT-IR/lib/RT/Action/RTIR_SetDueIncident.pm:87] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:3349] [/usr/share/perl5/DBIx/SearchBuilder/Record.pm:440] [/opt/rt3/local/plugins/RT-IR/lib/RT/Action/RTIR_SetDueBySLA.pm:102] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205] [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188] [/opt/rt3/bin/../lib/RT/Record.pm:1457] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660] [/usr/share/perl5/Hook/LexWrap.pm:50] [/opt/rt3/local/plugins/RT-IR/lib/RT/IR.pm:657] [/usr/share/perl5/Hook/LexWrap.pm:48] [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1480] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:485) It seems to be a problem with script #45 which is defined as: Description: SetRTIRState Condition: RTIR Require Due Change Action: RTIR Set Incident Due Template: Global template: Blank Stage: TransactionCreate Any suggestions on how to fix this? Regards, Tony. -- Tony Arnold,Tel: +44 (0) 161 275 6093 Head of IT Security,Fax: +44 (0) 705 344 3082 University of Manchester, Mob: +44 (0) 773 330 0039 Manchester M13 9PL. Email: tony.arn...@manchester.ac.uk -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Customizing newest unowned tickets search with user-specific data?
Anybody have any suggestions for this? Thanks. On Mon, 23 Jun 2014, Milt Epstein wrote: Greetings. I'm trying to customize the 10 newest uowned tickets search (the one that appears on the main page by default, I believe). I get to the page to edit the predefined Search - Unowned Tickets search, and it shows the logic for the search: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' ) I want to exclude tickets in a certain queue, which by itself is pretty straightforward, just add: AND Queue != 'somequeue' But that's not quite what I want to do. First, I should say that we have groups organized per queue, so that for instance we have a group 'rt-somequeue' with access to the queue 'somequeue'. What I really want to do in the logic above, is exclude that queue unless the user is in that corresponding group, something like: AND ( Queue != 'somequeue' OR User in group 'rt-somequeue' ) Is there a way to do this, either using the criteria listed on the Query Builder page (which seems to be all ticket-related), or by directly editing the search? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Customizing newest unowned tickets search with user-specific data?
I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets in queues whose groups the users don't belong to, you would get the desired result without modifying the search. Whether this is acceptable in your case depends on whether your users need to see tickets in queues outside their group memberships. On 24/06/2014 2:57 am, Milt Epstein mepst...@illinois.edu wrote: Greetings. I'm trying to customize the 10 newest uowned tickets search (the one that appears on the main page by default, I believe). I get to the page to edit the predefined Search - Unowned Tickets search, and it shows the logic for the search: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' ) I want to exclude tickets in a certain queue, which by itself is pretty straightforward, just add: AND Queue != 'somequeue' But that's not quite what I want to do. First, I should say that we have groups organized per queue, so that for instance we have a group 'rt-somequeue' with access to the queue 'somequeue'. What I really want to do in the logic above, is exclude that queue unless the user is in that corresponding group, something like: AND ( Queue != 'somequeue' OR User in group 'rt-somequeue' ) Is there a way to do this, either using the criteria listed on the Query Builder page (which seems to be all ticket-related), or by directly editing the search? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] how to unset a ticket's Due date?
I agree that the misbehaviour is caused by the commit you reference here. I believe however that the problem is caused by the change to the ProcessTicketDates method in RT::Interface::Web. The method now erroneously skips adjusting the date if the date is not set—even if explicitly not set by the user. On 30/06/2014 6:31 pm, Christian Loos cl...@netcologne.de wrote: I just couldn't believe that something like this could be broken but indeed this works in 4.2.4 and is broken in 4.2.5. I think this is related to this commit: https://github.com/bestpractical/rt/commit/c4f7c8f Especially the change to RT::Date-Unix as I see this the logs if I enter 0: Passed a unix time less than 0, forcing to 0: [-3600] Chris Am 30.06.2014 10:04, schrieb Alex Peters: Thank you, but entering 0 does not work for me. On 30/06/2014 5:30 pm, Christian Loos cl...@netcologne.de mailto:cl...@netcologne.de wrote: Am 30.06.2014 08:04, schrieb Alex Peters: Given no answers yet, it seems that either no one can replicate this (in which case a works for me would prompt me to debug further) or no one has attempted to remove due dates from tickets in v4.2.5. I'll assume the latter and file a bug report. On 24 June 2014 21:40, Alex Peters a...@peters.net mailto:a...@peters.net mailto:a...@peters.net mailto:a...@peters.net wrote: I'm trying to remove a Due date from a ticket. Historically, entering - or 0 into the field worked fine for me. When I try this now however (RT v4.2.5), the page just reloads and the date doesn't get removed. Neither not set nor just whitespace have any effect when entered either. Nothing amazing is showing up in the logs: [...] [warning]: Couldn't parse date '-' by Time::ParseDate (.../RT/Date.pm:231) [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate (.../RT/Date.pm:231) What's the official way to remove a Due date from a ticket now? Just set the date to 0. Chris -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Help with Unlabeled Buttons
Thanks Kevin. You are correct. For example JAWS and NVDA screen readers don't seem to know how to speak the entity darr; (down arrow). Now that I see what's actually happening I wonder if this should be fixed in the screen reader configuration. Interestingly JAWS doesn't speak any of the arrows but another screen reader (NVDA) speaks the right arrow but not the up or down arrows. Maybe those character entities can be just added to JAWS and/or NDVA. We could also perhaps use WAI ARIA to fix it. Keith -Original Message- -From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, June 27, 2014 6:13 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Fri, Jun 27, 2014 at 08:20:30PM +, Keith Creasy wrote: The buttons appear in several places but one example is the screen where you modify the content of a dashboard. The buttons to add a search for example I think is a right-pointing arrow. There are also up and down arrows that I believe move the item higher or lower on the view. This isn't the only place but maybe that helps you pinpoint what we need to change. https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L179 https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L193 That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Help with Unlabeled Buttons
Hi Kevin. This fixes the problem but I can't figure out where on our server to make the change so that I can test the result. I tested on a simple, local file but when I change our server location which happens to be /opt/rt4/share/html/Widgets/SelectionBox It doesn't seem to make any difference. I used aria-label like this: input aria-label=Move up name=moveup type=submit class=button value= uarr; / input aria-label=Move down name=movedown type=submit class=button value= darr; / I'll b Happy to submit a patch but would like to get it on our own server first. -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, June 27, 2014 6:13 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Fri, Jun 27, 2014 at 08:20:30PM +, Keith Creasy wrote: The buttons appear in several places but one example is the screen where you modify the content of a dashboard. The buttons to add a search for example I think is a right-pointing arrow. There are also up and down arrows that I believe move the item higher or lower on the view. This isn't the only place but maybe that helps you pinpoint what we need to change. https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L179 https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L193 That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? -kevin -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Help with Unlabeled Buttons
On Mon, Jun 30, 2014 at 05:27:20PM +, Keith Creasy wrote: This fixes the problem but I can't figure out where on our server to make the change so that I can test the result. I tested on a simple, local file but when I change our server location which happens to be /opt/rt4/share/html/Widgets/SelectionBox It doesn't seem to make any difference. Are you clearing the mason cache and restarting apache? rm -rf /opt/rt4/var/mason_data/obj/* Otherwise RT serves the cached version of the file. -kevin I used aria-label like this: input aria-label=Move up name=moveup type=submit class=button value= uarr; / input aria-label=Move down name=movedown type=submit class=button value= darr; / I'll b Happy to submit a patch but would like to get it on our own server first. -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, June 27, 2014 6:13 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Fri, Jun 27, 2014 at 08:20:30PM +, Keith Creasy wrote: The buttons appear in several places but one example is the screen where you modify the content of a dashboard. The buttons to add a search for example I think is a right-pointing arrow. There are also up and down arrows that I believe move the item higher or lower on the view. This isn't the only place but maybe that helps you pinpoint what we need to change. https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L179 https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/SelectionBox#L193 That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? pgpUrfLovXKbf.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Help with Unlabeled Buttons
No, I am not. This is probably what's happening. Thanks. Keith -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Monday, June 30, 2014 5:28 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Mon, Jun 30, 2014 at 05:27:20PM +, Keith Creasy wrote: This fixes the problem but I can't figure out where on our server to make the change so that I can test the result. I tested on a simple, local file but when I change our server location which happens to be /opt/rt4/share/html/Widgets/SelectionBox It doesn't seem to make any difference. Are you clearing the mason cache and restarting apache? rm -rf /opt/rt4/var/mason_data/obj/* Otherwise RT serves the cached version of the file. -kevin I used aria-label like this: input aria-label=Move up name=moveup type=submit class=button value= uarr; / input aria-label=Move down name=movedown type=submit class=button value= darr; / I'll b Happy to submit a patch but would like to get it on our own server first. -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, June 27, 2014 6:13 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Unlabeled Buttons On Fri, Jun 27, 2014 at 08:20:30PM +, Keith Creasy wrote: The buttons appear in several places but one example is the screen where you modify the content of a dashboard. The buttons to add a search for example I think is a right-pointing arrow. There are also up and down arrows that I believe move the item higher or lower on the view. This isn't the only place but maybe that helps you pinpoint what we need to change. https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/Sel ectionBox#L179 https://github.com/bestpractical/rt/blob/stable/share/html/Widgets/Sel ectionBox#L193 That widget is used in a number of places, so may fix several spots in the UI. I assume the problem is that we're using an HTML entity which the reader doesn't know how to deal with? -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Customizing newest unowned tickets search with user-specific data?
Thanks for that suggestion. In fact, what you say makes sense, and does work for the most part. But, we have a certain number of admin users (such as myself), who can see tickets in multiple queues. I was trying to set up something that would work for those users (we have certain queues that are separate enough that we would prefer not to see tickets in those queues). Sounds like we may just have to live with this though. On Tue, 1 Jul 2014, Alex Peters wrote: I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets in queues whose groups the users don't belong to, you would get the desired result without modifying the search. Whether this is acceptable in your case depends on whether your users need to see tickets in queues outside their group memberships. On 24/06/2014 2:57 am, Milt Epstein mepst...@illinois.edu wrote: Greetings. I'm trying to customize the 10 newest uowned tickets search (the one that appears on the main page by default, I believe). I get to the page to edit the predefined Search - Unowned Tickets search, and it shows the logic for the search: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' ) I want to exclude tickets in a certain queue, which by itself is pretty straightforward, just add: AND Queue != 'somequeue' But that's not quite what I want to do. First, I should say that we have groups organized per queue, so that for instance we have a group 'rt-somequeue' with access to the queue 'somequeue'. What I really want to do in the logic above, is exclude that queue unless the user is in that corresponding group, something like: AND ( Queue != 'somequeue' OR User in group 'rt-somequeue' ) Is there a way to do this, either using the criteria listed on the Query Builder page (which seems to be all ticket-related), or by directly editing the search? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Customizing newest unowned tickets search with user-specific data?
Another option for those admin users is to just not use that default unowned tickets search, but instead replace that component of each admin user's page with an appropriate saved search. Depending on how frequently your admin users need to access all queues, and if it makes sense in your situation, you could potentially create two accounts per admin user—one for admin tasks and one for regular tasks. On 01/07/2014 8:40 am, Milt Epstein mepst...@illinois.edu wrote: Thanks for that suggestion. In fact, what you say makes sense, and does work for the most part. But, we have a certain number of admin users (such as myself), who can see tickets in multiple queues. I was trying to set up something that would work for those users (we have certain queues that are separate enough that we would prefer not to see tickets in those queues). Sounds like we may just have to live with this though. On Tue, 1 Jul 2014, Alex Peters wrote: I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets in queues whose groups the users don't belong to, you would get the desired result without modifying the search. Whether this is acceptable in your case depends on whether your users need to see tickets in queues outside their group memberships. On 24/06/2014 2:57 am, Milt Epstein mepst...@illinois.edu wrote: Greetings. I'm trying to customize the 10 newest uowned tickets search (the one that appears on the main page by default, I believe). I get to the page to edit the predefined Search - Unowned Tickets search, and it shows the logic for the search: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' ) I want to exclude tickets in a certain queue, which by itself is pretty straightforward, just add: AND Queue != 'somequeue' But that's not quite what I want to do. First, I should say that we have groups organized per queue, so that for instance we have a group 'rt-somequeue' with access to the queue 'somequeue'. What I really want to do in the logic above, is exclude that queue unless the user is in that corresponding group, something like: AND ( Queue != 'somequeue' OR User in group 'rt-somequeue' ) Is there a way to do this, either using the criteria listed on the Query Builder page (which seems to be all ticket-related), or by directly editing the search? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
