Re: [rt-users] Send ticket to other queue from the actions menu
On Wed, Oct 08, 2014 at 11:12:15PM +0200, Rinke Colen wrote:
I know how to define actions in RT_SiteConfig.pm like this:
actions = [
'* - closed' = {
label = 'Close',
update = 'Respond',
},
But I need something fancier now. I want to send my ticket to another
queue from the Actions menu. I want this action to be available only from
some statuses in the lifecycle. How can I do this? (I have already
configured a mapping under __maps__.)
Rinke
You have to use a callback (a file named
local/html/Callbacks/YourOrg/Elements/Tabs/Privileged). Then inside you
have to write your logic to finally add the action to the menu, example:
%init
my $request_path = $HTML::Mason::Commands::r-path_info;
# Only on ticket pages
if ( $request_path =~ qr{^/Ticket/.*\.html} $m-request_args-{'id'}
$m-request_args-{'id'} =~ /^\d+$/ ) {
my $Ticket = RT::Ticket-new( $session{'CurrentUser'} );
$Ticket-Load( $m-request_args-{'id'} );
# Only if status is FIXME
if ( $Ticket-Status eq 'FIXME' ) {
my $tabs = PageMenu;
my $actions = $tabs-child( 'actions' );
my $Queue = RT::Queue-new( $session{'CurrentUser'} );
$Queue-Load('YourTargetQueue');
# Add our custom action here
$actions-child(
'sendtoqueueX' = title = loc('Send to queue X'), path =
'/Ticket/Display.html?id='.$Ticket-Id.'Queue='.$Queue-id
);
}
}
/%init
@BPS: would be nice to be able to specify an url in Lifecycle actions
with basic replacements (__id__, ...)
--
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44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76
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--
RT Training November 4 5 Los Angeles
http://bestpractical.com/training
Re: [rt-users] Send ticket to other queue from the actions menu
Does this code also actually move the ticket into the other queue?
I'm interested in doing something similar: setting up menu items to quickly
set the ticket's Starts date to predefined relative future values.
On 9 October 2014 18:43, Emmanuel Lacour elac...@easter-eggs.com wrote:
On Wed, Oct 08, 2014 at 11:12:15PM +0200, Rinke Colen wrote:
I know how to define actions in RT_SiteConfig.pm like this:
actions = [
'* - closed' = {
label = 'Close',
update = 'Respond',
},
But I need something fancier now. I want to send my ticket to another
queue from the Actions menu. I want this action to be available only
from
some statuses in the lifecycle. How can I do this? (I have already
configured a mapping under __maps__.)
Rinke
You have to use a callback (a file named
local/html/Callbacks/YourOrg/Elements/Tabs/Privileged). Then inside you
have to write your logic to finally add the action to the menu, example:
%init
my $request_path = $HTML::Mason::Commands::r-path_info;
# Only on ticket pages
if ( $request_path =~ qr{^/Ticket/.*\.html} $m-request_args-{'id'}
$m-request_args-{'id'} =~ /^\d+$/ ) {
my $Ticket = RT::Ticket-new( $session{'CurrentUser'} );
$Ticket-Load( $m-request_args-{'id'} );
# Only if status is FIXME
if ( $Ticket-Status eq 'FIXME' ) {
my $tabs = PageMenu;
my $actions = $tabs-child( 'actions' );
my $Queue = RT::Queue-new( $session{'CurrentUser'} );
$Queue-Load('YourTargetQueue');
# Add our custom action here
$actions-child(
'sendtoqueueX' = title = loc('Send to queue X'),
path =
'/Ticket/Display.html?id='.$Ticket-Id.'Queue='.$Queue-id
);
}
}
/%init
@BPS: would be nice to be able to specify an url in Lifecycle actions
with basic replacements (__id__, ...)
--
Easter-eggs Spécialiste GNU/Linux
44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com - http://www.easter-eggs.com
--
RT Training November 4 5 Los Angeles
http://bestpractical.com/training
--
RT Training November 4 5 Los Angeles
http://bestpractical.com/training
Re: [rt-users] Date formatting
Thanks. I'm afraid I still don't understand what to do however. I looked at
the links but the two threads don't really apply to my situation and the
RT::Date documentation is too general for me to be able to translate it
into a solution, with my limited knowledge of Perl. It clearly has
something to do with Output formatters but I don't understand how to use
them.
If it's not too much to ask, then what would really help me is to see some
code that could replace {$Ticket-Created} to yield the output I need.
Rinke
On Wed, Oct 8, 2014 at 10:53 PM, Joop jvdw...@xs4all.nl wrote:
On 8-10-2014 17:55, Rinke Colen wrote:
I want to mention the ticket creation date in an auto reply. I use the
following code snippet in my email template: {$Ticket-Created}. This
produces the string 2014-10-08 15:31:24 (UTC) but I want to show
October 8, 2014 at 5:31 PM (CET) is one place and 8 oktober 2014 om
17:31 in another place. (The word oktober in the second string is
Dutch.) How can I format the timestamps?
Have look at the following 3 links:
http://bestpractical.com/docs/rt/4.2/RT/Date.html
http://www.gossamer-threads.com/lists/rt/users/52528
http://www.gossamer-threads.com/lists/rt/users/15445
On a procedural note: I'm not sure if this question conforms to
requirements of this mailing list. I have searched the history of this
list since I joined for an answer, but don't know where to find the rest
of the history. Also I know very little about Perl. I'm slightly worried
that my question is too dumb. But I have many more of these newbie
questions. Can I just ask them here? (I.e. if I don't find the answer in
the mailing list history, the documentation on bestpractical.com
http://bestpractical.com or on the the wiki.)
I'll help any Dutchmen anytime :-)
Regards,
Joop
--
RT Training November 4 5 Los Angeles
http://bestpractical.com/training
Re: [rt-users] Send ticket to other queue from the actions menu
On Thu, Oct 09, 2014 at 10:17:09PM +1100, Alex Peters wrote: Does this code also actually move the ticket into the other queue? by the fact that it calls the Display.html template with the Queue attribute. Each time Display.html is called on a ticket, it first process arguments before displaying the ticket (including the change results). I'm interested in doing something similar: setting up menu items to quickly set the ticket's Starts date to predefined relative future values. you can do this with such callback, without any doubt :) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Address field behavior with RT 4.0.1 upgrade
Hi List, Thomas, has this already bin fixed or implemented already? I just read the RT Announcements up to 4.0.22 and couldn't find any hint. Torsten -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Thomas Sibley Gesendet: Dienstag, 12. Juli 2011 23:44 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Address field behavior with RT 4.0.1 upgrade On 07/12/2011 04:10 PM, Max Hetrick wrote: Is there a way to limit the Autocomplete to only search for privileged users in the system? The autocomplete code has logic for doing this, but it's not exposed as a configuration option and is only used internally in certain parts of the admin UI where it makes sense to have only privileged users. We'd certainly take a small patch to expose it in the config as well. I believe we mean to do this for a future 4.0.x release. But, I see no place or how to make this go back to the old way of a text field. Additionally, we might take a patch to make the entire feature enabled/disabled at the config level, but that would be a little bit more work. Thomas 2011 Training: http://bestpractical.com/services/training.html Kühne + Nagel (AG Co.) KG Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878. Geschäftsleitung Kühne + Nagel (AG Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik Köstergarten, Christian Marnetté, Christian Solf, Jens Wollesen. Persönlich haftende Gesellschafterin: Kühne Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Geschäftsführendes Verwaltungsratsmitglied: Karl Gernandt. Geschäftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Björn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds, Peder Winther. Wir arbeiten ausschließlich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschränkungen von Ziffer 23 und 24 ADSp. Den vollständigen Text der ADSp übersenden wir Ihnen gerne auf Anfrage und können Sie auch unter http://www.kuehne-nagel.com einsehen. Ergänzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler Übereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgeführten Fällen des nautischen Verschuldens oder Feuer an Bord nur für eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht für nautisches Verschulden, Feuer an Bord oder Mängel des Schiffes haften. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Potential bug in 3.8.8?
On Wed, Oct 08, 2014 at 09:45:24AM +, Anthony Swift wrote: I’m working with a new customer who uses RT 3.8.8 and I am trying to integrate with dynamics CRM as part of a sales process. I have a solution now where I can create a ticket using the REST API. This returns me an ID which I wish to add some links to. No matter what ticket is I supply to the link post, the ticket is linked to ticket id 1. For example, this is the HTTP request I am sending to set the parent ticket: Looking at what RTDEBUG=3 /opt/rt4/bin/rt link 2 memberof 3 sends to the server, it's quite different that what you're sending. While you might have found a bug in 3.8.8, it is out of support and almost 5 years old. I would see what bin/rt sends on 3.8.8 and check if it works. https://www.bestpractical.com/rt/release-policy.html -kevin pgpp5C50Czu9Q.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Address field behavior with RT 4.0.1 upgrade
On Thu, Oct 09, 2014 at 02:48:12PM +, Brumm, Torsten / Kuehne + Nagel / Ham GI-ID wrote: has this already bin fixed or implemented already? I just read the RT Announcements up to 4.0.22 and couldn't find any hint. No. In 4.2, privileged triggers using a data attribute of the input, which is something you would be able to add on using JS, so we're unlikely to take anything for this in 4.0, since it wouldn't be fixing a bug. -kevin -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Thomas Sibley Gesendet: Dienstag, 12. Juli 2011 23:44 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Address field behavior with RT 4.0.1 upgrade On 07/12/2011 04:10 PM, Max Hetrick wrote: Is there a way to limit the Autocomplete to only search for privileged users in the system? The autocomplete code has logic for doing this, but it's not exposed as a configuration option and is only used internally in certain parts of the admin UI where it makes sense to have only privileged users. We'd certainly take a small patch to expose it in the config as well. I believe we mean to do this for a future 4.0.x release. But, I see no place or how to make this go back to the old way of a text field. Additionally, we might take a patch to make the entire feature enabled/disabled at the config level, but that would be a little bit more work. pgp0mgdgpcZY6.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] Strange behavior on RT 4.0.19
Hi RT Users, we have a strange behavior at our RT 4 installation. If we open a link to a ticket URL (http://rt.mycompany.com/Ticket/Display.html?id=225478203) from a Mail, it works fine, from a list of ticket links inside Excel/Word I will be redirected to http://rt.mycompany.com/NoAuth/Login.html?next=asd79asd79fsd and then to the RT At A Glance Screen. I thought I can prevent this by setting: Set($RestrictReferrer, 0); Set($RestrictLoginReferrer, 0); At RT_Siteconfig.pm but didn't help (yes, I have restarted the webserver and cleaned the mason cache) Any Ideas or hints where to start? torsten Kühne + Nagel (AG Co.) KG Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE 812773878. Geschäftsleitung Kühne + Nagel (AG Co.) KG: Reiner Heiken (Vors.), Dirk Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik Köstergarten, Christian Marnetté, Christian Solf, Jens Wollesen. Persönlich haftende Gesellschafterin: Kühne Nagel A.G., Rechtsform: Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745, Geschäftsführendes Verwaltungsratsmitglied: Karl Gernandt. Geschäftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg Brinkmann (Stellv.), Richard Huhn, Björn Johansson, Bruno Mang, Stefan Paul, Tim Scharwath, Dominic Edmonds, Peder Winther. Wir arbeiten ausschließlich auf Grundlage der Allgemeinen Deutschen Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen insbesondere auf die vom Gesetz abweichenden Haftungsbeschränkungen von Ziffer 23 und 24 ADSp. Den vollständigen Text der ADSp übersenden wir Ihnen gerne auf Anfrage und können Sie auch unter http://www.kuehne-nagel.com einsehen. Ergänzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen internationaler Übereinkommen weder unsere Haftung noch die Zurechnung des Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgeführten Fällen des nautischen Verschuldens oder Feuer an Bord nur für eigenes Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht für nautisches Verschulden, Feuer an Bord oder Mängel des Schiffes haften. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] connect Multiple Servers LDAP
On Tue, Oct 07, 2014 at 04:09:29PM -0500, Julio Cesar Arevalo Blanco wrote: Thanks Kevin, check the items you suggested and now it works perfect. I would like to know how I can configure 2 LDAP servers for authentication? or you may chain 'base' configuration file RT_SiteConfig. Include two databases ldap Set $ExternalAuthPriority and $ExternalInfoPriority to contain multiple entries, they're arrayrefs, so you can list 6 AD connections to check and it will walk down them, checking them all in order. -kevin pgpwqyyd28rPD.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Best way to configure non-technical Manager in RT 4 who needs to check RT (but not create) saved searches?
On Wed, Oct 08, 2014 at 01:37:48PM -0700, Duncan Napier wrote: - SelfService access by default - But can run search URLs http://my.company.com/Search/Results.html?Format= ... In other words, forcing privileged users to have a SelfService home page, while still granting the privilege to run searches through hyperlinks or their browser URL Bar. Or is this better managed through Dashboards? I see older version of RT (v 3) that have extensions like AutoRedirectToSelfService BasicVsAdvancedInterface The first of these just seems like a poor implementation of the Unprivileged flag check. The latter lets users prefer selfservice, but if it was written against 3.6, I doubt it would work. that seem to either force users to SelfServe or give them a choice but I'm not sure how well or if they will work on RT4. I would test modifying the SelfService restrictions to allow access to dashboards http://bestpractical.com/docs/rt/latest/RT_Config.html#SelfServiceRegex You're likely to need other relaxations to allow charting results through. Or, just email the dashboards to your managers with a subscription. -kevin pgpdgLEqhPcss.pgp Description: PGP signature -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Assigning HeldBy users during Asset Import
This worked for be also (the patch and the line commenting), but somehow between tries i got lots of assets with the user nobody in particular and i can't use the bulk update to remove it, since it doesn't recognize that user in the first place. Is there an easy way to do this? I would rather have the asset with blank than with nobody. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Assigning-HeldBy-users-during-Asset-Import-tp58502p58788.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] Emails to Queue Alias, still merge to other queue
Hello, We have setup aliases for sendmail that route incoming emails to the correct queue: Example: #RT Mailgate user for it it: |/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url http://tracker.company.net/rt; it-comment: |/opt/rt4/bin/rt-mailgate --queue 'it' --action comment --url http://tracker.company.net/rt/; #RT Mailgate user for production production: |/opt/rt4/bin/rt-mailgate --queue 'production' --action correspond --url http://tracker.company.net/rt; production-comment: |/opt/rt4/bin/rt-mailgate --queue production --action comment --url http://tracker.company.net/rt/; We have started having an issue when an internal user forwards an email with [ company.com #1234] that they have been CCed on, to a production support queue by changing the To address to the email address for that queue, but RT is seeing the original ticket number in the subject and is merging the email with the comment to the original ticket. This has caused comments meant for internal users, ie: Is this a bug? to be sent to a customer unintentionally. Is there any way to force RT to respect the incoming email/queue from rt-mailgate over merging by the ticket numbers (when this type of thing occurs)? Thanks! Kevin -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] Importing Active Directory users through Cron
Hello everyone, i installed the LDAPImport extension and it works fine, however i only want to import users that have logged in at least once not farther than 3 months ago. So i am using the lastLogonTimestamp inside $LDAPFilter, the problem is that i don't know how to specify its value, i went to a page that offers a calculator and started modifying the example so i had a date similar to what i wanted, but i want to put a script in cron therefore the value in the config can't be static. For the record, the value stored in that attribute represents the date and time of the account logon, expressed in 100-nanosecond steps since 12:00 AM, January 1, 1601. Basically i need a script that subtracts 90 days from today's date and converts it to that format and can be referenced from RT_Siteconfig.pm Some guru posted this in perlmonks: print POSIX::strftime( %Y-%m-%d, localtime(($lastLoginTime/1000)-11644473600) ); But that snippet i think it's for the opposite conversion, from the windows format to a human readable one. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Importing-Active-Directory-users-through-Cron-tp58790.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
