Re: [rt-users] suggestions for improvement
The concern here is that the installation process is not clear, and is *nowhere* made clear, that the extension is more than the single file. Many, many projects have extensions which are single files. Modern sysadmins install JS modules, Java plugins, browser plugins, Python modules, Ruby modules, Puppet modules, Chef cookbooks, Perl modules, etc. Even some of these configuration management packages are single files. The ones which aren’t contain clear instructions on how to install them. It's not about whether an extension has a single file or not. To install any extension (be it for RT, or just Perl), you need a Makefile or a Makefile generator whether the installed result is a single file or many. The Makefile/Makefile generator is included in distributions. You don't get those things by downloading a single file. This isn't an RT-specific thing—this is a Perl thing. The only reason it has anything to do with RT is because of RT's design decision to use standard Perl modules for RT extensions. That's why I've suggested that RT's documentation should at least mention that fact. No Perl module is ever installed by downloading the .pm file and placing it somewhere. You need at least a .pm file and a Makefile, then you use the Makefile to install the Perl module. Or if there isn't a Makefile, you follow the specific instructions included in the README/INSTALL file of the distribution. That's why I said you only install distributions, not modules. Again, none of this is specific to RT—it's Perl. Even if one is an established Perl hacker, a large majority of CPAN modules are a single .pm file. The fact that one must download the entire package, not just the singular file, is not stated anywhere. This deserves clarity. The fact that one must download the entire package is really emphasised by the fact that the only, single Download link on any CPAN page is the entire package, not just any singular file. You won't encounter any Download links for individual files for that very reason. I can't argue that that's not explicitly documented somewhere, but neither is it documented that you must download single files individually and manually because there's no Download link for individual files. No one should be doing that, so CPAN's site doesn't support that action. Every system for which a plugin is multiple files focuses on, and makes obvious, how to install the plugin. Perl's system is no exception. This information exists for almost every, if not every, RT extension/Perl module distribution in the form of included README and/or INSTALL files, as I mentioned in a previous post. Obviously, if a confused person comes here Alex Peters’ will abuse them and talk down to them about how they’re stupid for not using CPAN to download an install the module, even though there’s no documentation for doing that either. There's no documentation on RT's side because this is a Perl issue. It's standard convention for all Perl modules. I don't think that RT's documentation should be a manual on how to use Perl. That said, I do believe (as I've already stated elsewhere in this thread) that perhaps RT's documentation should be upfront about knowledge of installing Perl modules being a prerequisite for administering RT extensions, and link to Perl's documentation on how to install modules in case that knowledge isn't already there. You would at least need to pass -I /opt/rt4/lib to your CPAN invocation for this to work. Actually, that's not correct. RT extensions have custom Module::Install functionality to either detect the correct RT library directory, ask for it, or retrieve it from the RTHOME environment variable (which I raised in one of my earliest posts in this thread). The custom functionality also puts the plugin's files under RT's library directory instead of in the standard Perl location for Perl modules. In any case, as Alex Vandiver pointed out somewhere in this thread, following the specific README/INSTALL instructions per RT extension is necessary in case installation involves things that can't be fully automated, such as database schema adjustments. Because every RT extension might have its own special installation instructions, RT's documentation really can't say anything more than read the installation instructions included with the extension or else important details might be missed.
Re: [rt-users] RT- Gantt chart Possible to increase the length allowed to display the task name ?
Are you referring to the truncation of ticket subjects in the leftmost column of the Gantt chart? If so, you can do an ugly hack to the JSGantt extension code to remove that truncation. (I don't actually know why that truncation occurs; removing it causes no problems for me.) Look in $RTHOME/local/plugins/RT-Extension-JSGantt/lib/RT/Extension/JSGantt.pm for the line containing substr and change that line from this: name = ( $Ticket-id . ': ' . substr $subject, 0, 30 ), to this: name = ( $Ticket-id . ': ' . $subject ), Restart your RT server to see the effect. You will lose this hack (and have to redo it) if you upgrade the extension later (v1.02 has been released in the last day or so). On 10 December 2014 at 05:52, Gaston Huot gas...@huot.me wrote: Is it possible to increase the length allowed to display the task name in the Gantt chart? Gaston Huot 514.823-7202
Re: [rt-users] newbie script / Action question
If you want RT to manage this, then I would agree that using a scrip is the
correct way to move tickets into different queues based on the appearance
of certain keywords in the subject.
Another option would be to handle it at the MTA (e.g. procmail) level, and
change the rt-mailgate command line accordingly per queue. Being an RT
concern though, perhaps it's better to keep those rules within RT.
If the scrips stop working again and are actually failing, they will
definitely emit errors into the RT log (as long as the log is writeable, of
course!).
I wouldn't be too concerned about not seeing the ChangeQueue action in
the drop-down list, because there's no way to pass parameters to such
actions and in your case, because the destination queue varies based on
subject, you'd need to pass a different queue as a parameter.
Instead, perhaps just write a custom action that does the comparing and
moving all in one go. Something like:
my $subject = $self-TicketObj-Subject;
my $queue;
if ($subject =~ /regex1/) {
$queue = 'queue-for-regex-1';
}
elsif ($subject =~ /regex2/) {
$queue = 'queue-for-regex-2';
}
elsif ($subject =~ /regex3/) {
$queue = 'queue-for-regex-3';
}
$self-TicketObj-SetQueue($queue) if defined $queue;
On 6 December 2014 at 05:06, Karres, Dean kar...@illinois.edu wrote:
Hi,
Please feel free to point me at the correct docs here. I think I am about
to get a handle on some RT related thing and then it turns to smoke in my
fingers :)
Part of this is a “Best Practices” question. We are testing RT at the
moment so playing around is fine with the goal of a solid system at the far
end.
In our case I envision the following: a “tree” of Queues “rooted” at the
primary “Helpdesk” queue. All initial Customer interactions should come
into the primary Helpdesk Queue. Then a combination of human interaction
and auto-filters should sort the inbound queue items into other “Word
Queues”.
The “auto-filter” bit is where I am having some issues. I have seen the
doc at: http://requesttracker.wikia.com/wiki/WriteCustomAction on Custom
Actions. I have used the GUI interface to create two Scripts that look at
the main Queue and change the Queue for inbound tickets that have keywords
in the Subject. For example our Helpdesk sends special printing requests
to a printing department and a sub-set of the Helpdesk staff can handle a
limited number of trivial Personnel “status” issues.
The Best-Practice question is: is this the best way to deal with these
sorts of tickets and Queues? I just want to move tickets that
pattern-match X into special-queue-X. There will be several other queues
and the Helpdesk staff will sort inbound tickets into them as necessary.
The tech question part has two parts:
1) I used the GUI to create the filters as I mentioned above. I saw
no errors in the creation and they worked for a couple of hours then
started failing for no obvious reason. During this same time I was
changing some MySQL innodb config options. But then this morning the
filter scripts magically started working again. I don’t understand why
they stopped or restarted. I am not seeing (or am not looking in the right
place) other debug info that might clue me in.
2) In the link above it talks about writing a module to perform the
action of the script(s). It talks about registering the modules. The
question here is really, while looking through /opt/rt4/lib/…/Actions I see
a ChangeQueue module/action. While creating the scripts through the GUI
the list of drop-down Actions did not include “Change Queue”. That’s
really what I want to do here. Should that exist in the Action list? How
do I enable it if it should?
Dean…K…
Re: [rt-users] Complex search for users, as for tickets
I'm not aware of any functionality to search for users in the same manner as tickets (i.e. using TicketSQL), or to save those searches. Since saving user searches seems not possible, I would guess that showing users within dashboards is also not possible. On 5 December 2014 at 01:49, huotg01 gas...@huot.me wrote: Does the absence of answers means that the answer is no way to do complex searches on users list ? I someone knows for sure that it is not possible, please tell me. Thanks. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Complex-search-for-users-as-for-tickets-tp59054p59111.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Is it possible to change the date format for some specific searches
If you're willing to write some code, you could create a callback that
modifies the $COLUMN_MAP variable, which defines all of the different
column types and how they are prepared. You could then create a column
called DueDate which outputs just the date of the due date/time.
Create
$RTHOME/local/html/Callbacks/DueDate/Elements/RT__Ticket/ColumnMap/Once
with this content:
%args
$COLUMN_MAP
/%args
%init
$COLUMN_MAP-{'DueDate'} = {
title = 'Due', # loc
attribute = 'Due',
value = sub {
my $ticket = shift;
my $date = $ticket-DueObj;
return '' if not $date-IsSet;
return $date-Date;
}
};
/%init
Then, clear your Mason cache and restart your RT server:
http://requesttracker.wikia.com/wiki/CleanMasonCache
You should now see a DueDate choice when building searches. The code can
be copied for other date/time values, or you could put a loop into the code
above.
On 5 December 2014 at 01:41, Gaston Huot gas...@huot.me wrote:
Is it possible to change the date format for some specific searches (eg.
just the date without the time)? I don't want to change the general option
(in user General preferences).
'ba
href=__WebPath__/Ticket/Display.html?id=__idid__/a/b/TITLE:#',
'ba
href=__WebPath__/Ticket/Display.html?id=__idSubject__/a/b/TITLE:Subject',
Owner,
*'small__LastUpdated__/small/TITLE:MAJ'*
Gaston
514.823-7202
Re: [rt-users] Howto overwrite user preferences
The sbin/rt-preferences-viewer script will at least let you view non-default user preferences, but not let you change them. I personally don't know of any way to programmatically alter them though. On 4 December 2014 at 02:58, Sternberger, Sven sven.sternber...@desy.de wrote: Hello! we will upgrade soon our RT from 3.8.7 to 4.2.9, and I would like to initially set the preference for Theme on System default (in our case now rudder) I found that the Preferences are stored in the DB in the table Attributes with the Name Pref-RT::System-1, but is there a way to override/alter them? In the content I only see something like BQkDARcDMTIwHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw= regards! Sven
Re: [rt-users] how to provide the forward option to a user
I think you would need to grant the ForwardMessage right to those users (or to some group of which they are a member). If your own RT account has the SuperUser right granted to it, that would explain why you already have the ability to forward. On 3 December 2014 at 05:12, Jeff Fioravanti jfiorava...@primax.us wrote: I have two users who are asking for the forward option within RT. I already have this option as part of my ability to reply-comment-forward so I am surprised it is not available to these other users. How would I assign this option to these other users? Thanks. *Jeff Fioravanti* Desktop Support Analyst jfiorava...@primax.us P 781-756-8247 (direct) | Fax 781-246-5609 [image: Primax logo autosignature] 516 Edgewater Dr., Wakefield, MA 01880 ▪ www.primax.us *Confidentiality Statement* This e-mail and any attachments are for use by the intended recipient only and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If you are not the intended recipient any disclosure, distribution or other use of this content is prohibited. If you received this e-mail in error, please immediately notify the sender and delete
Re: [rt-users] Script issue
If you're the ticket owner and you're changing the status, by default, RT will not notify you about that action. To change that, go to the Mail section of your Preferences page and set Outgoing mail to Yes. Let us know if that doesn't give you the desired behaviour. On 2 December 2014 at 04:04, rgentil renatorodrigo...@hotmail.com wrote: Hey guys, I'm not expert in RT yet but I'd like to be. I'm having a problem with one of my scripts. I created a script below: Condition - On Status Change Action - Notify Owner, Requestors, CCs, Admins Template - Status Change Stage - Transaction Create If I send an email to support, I'll receive back the ticket number on autoreply, but when the ticket change its status I'm not receiving a notification or any mail back to let me know the ticket changed from open to assigned or whatever status it is. I've been looking for everything on the internet but I couldn't find any information that might help me. IF you could help me I really appreciate it. Thanks, Renato Gentil -- View this message in context: http://requesttracker.8502.n7.nabble.com/Script-issue-tp59083.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Howto overwrite user preferences
devel/tools/rt-attributes-editor http://www.bestpractical.com/docs/rt/4.2/rt-attributes-editor.html Am 12.12.2014 um 13:10 schrieb Alex Peters: The sbin/rt-preferences-viewer script will at least let you view non-default user preferences, but not let you change them. I personally don't know of any way to programmatically alter them though. On 4 December 2014 at 02:58, Sternberger, Sven sven.sternber...@desy.de mailto:sven.sternber...@desy.de wrote: Hello! we will upgrade soon our RT from 3.8.7 to 4.2.9, and I would like to initially set the preference for Theme on System default (in our case now rudder) I found that the Preferences are stored in the DB in the table Attributes with the Name Pref-RT::System-1, but is there a way to override/alter them? In the content I only see something like BQkDARcDMTIwHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw= regards! Sven
Re: [rt-users] OnCreate - AdminCC - Gmail (BCC) Not Showing Up?
Can your single user see those tickets in the RT web interface? This ensures that the rights are configured correctly. It's possible that RT might not be sending mail because it identifies that user as the user creating the ticket, and by default, RT doesn't email a user about their own actions. You can go to the Mail section of the Preferences page for that user and set Outgoing Mail to Yes to be sure. If all else fails, consider activating RT's debug logging and see what gets generated. On 29 November 2014 at 10:51, T. Howell-Cintron thowellcint...@gmail.com wrote: I have a fresh installation. I created several queues, and a single user, and added that user as the AdminCC to the queues. RT ships with a scrip called On Create Notify Owner and AdminCcs which is enabled and left to the default settings. I set up a few aliases from addresses like supp...@kathera.org to similarly named RT queues, and emails from any address are coming in to RT fine - they show up in the web interface almost immediately - and the autoreply is being sent to the requester as desired, but the AdminCC is not being notified of the ticket creation (nor any other activity on the queue). Of course I've checked all my filters and spam queues, to no avail. Sending a test message from djhedn...@gmail.com to supp...@gmail.com, which injects the message into the Support queue, of which thowellcint...@gmail.com is an AdminCC: == /var/log/maillog == Nov 28 18:46:00 vps-1145625-18788 postfix/smtpd[27814]: connect from mail-wi0-f172.google.com[209.85.212.172] Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: 1DF91F5C807A: client=mail-wi0-f172.google.com[209.85.212.172] Nov 28 18:46:01 vps-1145625-18788 postfix/cleanup[27818]: 1DF91F5C807A: message-id=CAGrUCUcOmxF_Behi2Wx=qAq29uE4= i3murdlzirjhrpz2b4...@mail.gmail.com Nov 28 18:46:01 vps-1145625-18788 postfix/qmgr[4474]: 1DF91F5C807A: from=djhedn...@gmail.com, size=1479, nrcpt=1 (queue active) Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: disconnect from mail-wi0-f172.google.com[209.85.212.172] == /var/log/messages == Nov 28 18:46:01 vps-1145625-18788 RT: [21684] rt-4.2.9-21684-1417218361-54.1010-...@kathera.org #1010/201 - Scrip 7 On Create Autoreply To Requestors == /var/log/maillog == Nov 28 18:46:01 vps-1145625-18788 sendmail[27827]: sASNk1FV027827: from=apache, size=2377, class=-60, nrcpts=1, msgid=rt-4.2.9-21684-1417218361-54.1010-...@kathera.org, relay=apache@localhost Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: connect from localhost[127.0.0.1] Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: E0C42F5C8817: client=localhost[127.0.0.1] Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]: E0C42F5C8817: message-id= rt-4.2.9-21684-1417218361-54.1010-...@kathera.org Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: E0C42F5C8817: from=apa...@lab.kathera.org, size=2763, nrcpt=1 (queue active) Nov 28 18:46:02 vps-1145625-18788 sendmail[27827]: sASNk1FV027827: to=djhedn...@gmail.com, ctladdr=apache (48/48), delay=00:00:01, xdelay=00:00:01, mailer=relay, pri=140377, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as E0C42F5C8817) Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect from localhost[127.0.0.1] == /var/log/messages == Nov 28 18:46:02 vps-1145625-18788 RT: [21684] rt-4.2.9-21684-1417218361-54.1010-...@kathera.org sent To: djhedn...@gmail.com Nov 28 18:46:02 vps-1145625-18788 RT: [21684] rt-4.2.9-21684-1417218361-179.1010-...@kathera.org #1010/201 - Scrip 8 On Create Notify Owner and AdminCcs == /var/log/maillog == Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829: from=apache, size=3002, class=-60, nrcpts=1, msgid=rt-4.2.9-21684-1417218361-179.1010-...@kathera.org, relay=apache@localhost Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: connect from localhost[127.0.0.1] Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: 37948F5C8818: client=localhost[127.0.0.1] Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]: 37948F5C8818: message-id= rt-4.2.9-21684-1417218361-179.1010-...@kathera.org Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829: to=thowellcint...@gmail.com, ctladdr=apache (48/48), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=141002, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 37948F5C8818) Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: 37948F5C8818: from=apa...@lab.kathera.org, size=3387, nrcpt=1 (queue active) Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect from localhost[127.0.0.1] == /var/log/messages == Nov 28 18:46:02 vps-1145625-18788 RT: [21684] rt-4.2.9-21684-1417218361-179.1010-...@kathera.org sent Bcc: thowellcint...@gmail.com Nov 28 18:46:02 vps-1145625-18788 RT: [21684] rt-4.2.9-21684-1417218361-1035.1010-...@kathera.org #1010/201 - Scrip 9 On Create Notify Ccs Nov 28 18:46:02
Re: [rt-users] rt 3.6.5 no longer sending emails
RT::I18N::IsTextualContentType seems to have been introduced in RT v3.6.6, so your scrips are relying on a newer version of RT than is installed. This is a problem. I guess you will need to upgrade to at least RT v3.6.6 (although the RT 3.6 and RT 3.8 series are both officially unsupported, so RT 4.0+ is recommended). On 29 November 2014 at 04:55, Cajun X caj...@gmail.com wrote: Hi, After updating RT to 3.6.5 on redhat it is no longer sending emails - see error below Would someone be able to point us in the right direction Sendmail is working correctly but RT is not sending the email to it as it seems to bottom out with the following error [error]: Scrip Prepare 6 died. - Undefined subroutine RT::I18N::IsTextualContentType called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 177. Stack: [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:177] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/Notify.pm:67] [/usr/lib/perl5/vendor_perl/5.8.8/RT/ScripAction_Overlay.pm:234] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:478] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrips_Overlay.pm:239] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:173] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1461] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:2435] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:2348] [/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:777] [/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:481) we are also getting some more generic errors [warning]: Use of uninitialized value in string ne at /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 1502. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:1502) [warning]: Use of uninitialized value in string ne at /usr/lib/perl5/vendor_perl/5.8.8/RT/Report/Tickets.pm line 406. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Report/Tickets.pm:406) [warning]: Use of uninitialized value in substitution (s///) at /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 632. (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:632) [warning]: Use of uninitialized value in pattern match (m//) at /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 396. (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:396) [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 413. (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) [warning]: Use of uninitialized value in pattern match (m//) at /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 396. (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:396) [warning]: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 413. (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) [warning]: Encode::Guess failed: ; fallback to iso-8859-1 (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413) [error]: Scrip Prepare 4 died. - Undefined subroutine RT::I18N::IsTextualContentType called at /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 177.
Re: [rt-users] Complex search for users, as for tickets
Am 26.11.2014 um 14:55 schrieb Gaston Huot: Is it possible in RT to : * do a search for users with some search parameters? * as for tickets, include this search within a dashboard ? If the search parameters are static you can write a new portlet [1] which you can include in an dashboard. Chris [1] https://github.com/bestpractical/rt/blob/fa52686ac781509d22a3d838f3b80a47f463a287/docs/writing_portlets.pod
Re: [rt-users] save addresses on tickets
Do you have the option of using a multi-line custom field and writing one address per line? As far as I can see, that's the only really sane way to store multiple free-form values per ticket. This is a bit dirtier, but could you create an Address queue, an Address ticket for each address and then just link the other tickets to the Address tickets as needed? This would at least make searching for tickets by address very easy. On 27 November 2014 at 21:29, Christian Loos cl...@netcologne.de wrote: Hi, has anyone made a local modification to save addresses on tickets? I'm looking for ideas how to implement this. Our requirements: * multiple addresses per ticket * address types (postal, installation) * search tickets by address We currently use CustomFields (Street, City, ZIP), but can't save more than one address per ticket with this. Chris
[rt-users] Documentation for installing extensions
On 12/12/2014 02:39 AM, Jo Rhett wrote: On Dec 11, 2014, at 11:26 AM, Alex Vandiver ale...@bestpractical.com wrote: Moving to the topic at hand: the links we provide are to the documentation of the module, not to the distribution page. This is intentional, soas to provide the user with a longer description of the extension first, to let them make a more informed decision as to whether the extension suits their needs. Linking to the documentation makes sense. Linking to the module docs without any clear installation instructions does not. Picking a commonly-used module, RT::Extension::SLA, and looking at the documentation we link to: http://search.cpan.org/~alexmv/RT-Extension-SLA-1.03/lib/RT/Extension/SLA.pm#INSTALLATION It contains an INSTALLING section which details the steps necessary to install the module. I believe that all, or nearly all, of the modules that Best Practical places on CPAN have a similar section. Even if one is an established Perl hacker, a large majority of CPAN modules are a single .pm file. The fact that one must download the entire package, not just the singular file, is not stated anywhere. This deserves clarity. Can you point me at documentation which suggests downloading one file from CPAN and putting it in place manually? Perl's own core documentation (http://perldoc.perl.org/perlmodinstall.html ) suggests: * downloading a .tar.gz file * unpacking it * running `perl Makefile.PL` * followed by running `make install` Note the date in the footer: written 1998, and last updated 2003; these are not new suggestions. A search for install perl module additionally confirms that the steps are what are, by and large, suggested everywhere. These are thus the steps which RT extensions mirror in their installation. This is not to say that we cannot make RT's documentation on this subject clearer. I'm happy to take patches atop the docs I just pushed: https://github.com/bestpractical/rt/blob/4.2/installing-extensions/docs/extensions.pod I believe that anything which solves the basic confusion here will be an improvement. Links as simple as the following would be a big improvement. [Documentation] [Download] *nod* Makes sense, and shouldn't be hard. I'll add a direct download link to the Extensions page. - Alex N.B. I have intentionally snipped all discussion of insulting behavior. Bringing up that topic further is not productive, and, itself, does not contribute to a welcoming atmosphere. Keep the discussion here technical, not emotional.
[rt-users] Trying to shred a ticket
I am trying to shred a ticket and I am issuing the following command. /opt/rt4/sbin/rt-shredder –force --plugin 'Tickets=query,Id=145013' I want this ticket to just go away. I am getting the following error. [28230] [Fri Dec 12 22:14:02 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, STDIN line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) I am running RT 4.2.3 Copyright 1996-2014 Thanks for any help I can get. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Trying to shred a ticket
An Update I found information about Dependencies and raised the limit to 10 which does not seem to help. Also the only scripts running against this tick is an action using rt-crontool. Here is the full error /opt/rt4/sbin/rt-shredder --plugin 'Tickets=query,Id=145013' SQL dump file is '/home/admin/20141212T230121-0001.sql' Next 1 objects would be deleted: RT::Ticket-145013 object Do you want to proceed? [y/N] y ERROR: Dependencies list has reached its limit. See $RT::DependenciesLimit in RT::Shredder docs. [30789] [Fri Dec 12 23:01:57 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, STDIN line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) Again thanks for any help and or pointer given. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care From: Bryon Baker Sent: Friday, December 12, 2014 4:22 PM To: rt-users Subject: Trying to shred a ticket I am trying to shred a ticket and I am issuing the following command. /opt/rt4/sbin/rt-shredder –force --plugin 'Tickets=query,Id=145013' I want this ticket to just go away. I am getting the following error. [28230] [Fri Dec 12 22:14:02 2014] [warning]: Too late to safely run transaction-batch scrips! This is typically caused by using ticket objects at the top-level of a script which uses the RT API. Be sure to explicitly undef such ticket objects, or put them inside of a lexical scope. at /opt/rt4/sbin/../lib/RT/Ticket.pm line 2615, STDIN line 1 during global destruction. (/opt/rt4/sbin/../lib/RT/Ticket.pm:2615) I am running RT 4.2.3 Copyright 1996-2014 Thanks for any help I can get. Bryon Baker Network Operations Manager Copesan - Specialists in Pest Solutions 800-267-3726 • 262-783-6261 ext. 2296 bba...@copesan.commailto:cstep...@copesan.com www.copesan.comhttp://www.copesan.com/ Servicing North America with Local Care
Re: [rt-users] Enable requestors to view ticket without logging in
By default, RT's templates to non-RT-users doesn't have URLs to the tickets. Did you change the templates? Would removing the URLs from the customer-facing templates be enough? On Wed, 29 Oct 2014 7:51 pm Rinke Colen rco...@experty.com wrote: L.S. I have set up user accounts for IT staff, but not for any other people. There is no LDAP or other directory integration. We have only internal customers. Customers create tickets by sending an email. The automated response contains a link to the ticket. When the requestor follows that link, they are required to log in. Since they don't have a user account they can't. How can I enable requestors to view their tickets without logging in? -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Howto overwrite user preferences
This is a good link. I hacked a small script based on rt-attributes-editor. Which allows you to modify or delete the content field in attributes. useful to change for all user the default stylesheet thanks sven - Ursprüngliche Mail - Von: Christian Loos cl...@netcologne.de An: Alex Peters a...@peters.net, Sven Sternberger sven.sternber...@desy.de CC: rt-users@lists.bestpractical.com Gesendet: Freitag, 12. Dezember 2014 13:15:33 Betreff: Re: Howto overwrite user preferences devel/tools/rt-attributes-editor http://www.bestpractical.com/docs/rt/4.2/rt-attributes-editor.html Am 12.12.2014 um 13:10 schrieb Alex Peters: The sbin/rt-preferences-viewer script will at least let you view non-default user preferences, but not let you change them. I personally don't know of any way to programmatically alter them though. On 4 December 2014 at 02:58, Sternberger, Sven sven.sternber...@desy.de mailto:sven.sternber...@desy.de wrote: Hello! we will upgrade soon our RT from 3.8.7 to 4.2.9, and I would like to initially set the preference for Theme on System default (in our case now rudder) I found that the Preferences are stored in the DB in the table Attributes with the Name Pref-RT::System-1, but is there a way to override/alter them? In the content I only see something like BQkDARcDMTIwHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw= regards! Sven rt-attributes-modify Description: Perl program
