[rt-users] scrip condition on transaction custom field

[Sebastian Juenemann]

Hi everyone,

I have an issue which i can't get resolved without further help by 
anyone more experienced RT user/admin.


I want to have a special trigger which can be activated during the 
resolving stage on a ticket in order to decide whether an appropriate 
message will be sent to the ticket requester or not. Feedback mails to 
requester are generally deactivated. The idea is that RT users then can 
resolve tickets as normal but if they want that a feedback mail shall be 
send they can set the transaction CF to 'yes' and do so explicitly.


For this, I've crated a transaction custom field 'feedback', enabled it 
for my queue, with selectable values 'yes' and 'no'. I've then created a 
batch scrip (from what I've learned it must be batch if transaction CFs 
shall be parsed) which checks for two conditions: 1) ticket was resolved 
and 2) transaction CF 'feedback' is set to 'yes'. The first part works 
perfectly fine, but i don't get the second part working. I've tried 
dozens of different ways two access transactions CFs, but it just wont 
work.



So here are some methods which i tried unsuccessfully so far:

1)
return 0 unless $self->TicketObj->FirstCustomFieldValue('feedback') eq 
'yes'; # only on ticket CFs?

2)
my $cfs=$txn->CustomFieldValues;
my $cf = $cfs->LimitToCustomField('feedback');
my $response = $cf->Next;
return 0 unless $response->Content eq 'yes';
3)
my $cfvs=$txn->CustomFieldValues;
my $feedback = 0;
while (my $cfv = $cfvs->Next)
{
 my $cfObj = $cfv->CustomFieldObj;
 my $cf_name = $cfObj->Name;
 my $cfv_name = $cfv->Name;
 if ($cf_name eq 'feedback' && $cfv_name eq 'yes') {
$feedback = 1;
 }
}
return 0 if $feedback == 0;

So my question is: how do i access the transaction CF of my last 
transaction (i.e. a resolve transaction = comment + status change to 
resolve) in a scrip condition?


I found the documentation on this specific topic (transaction CFs, not 
tiecket CFs) quite incomplete and hope some of you will be able to help me.


Many thank sin advance!

- Sebastian


--
Sebastian Jünemann
CeBiTec - Center for Biotechnology
Bielefeld University, D-33594 Bielefeld, Germany
Office: V6-147 -- Phone: +49-(0)521-106-4827
eMail: juene...@cebitec.uni-bielefeld.de
-
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Re: [rt-users] Issues After Upgrading to 4.4

[Satyajeet Singh]

Hi Sean,

Thanks for replying, I checked that, its system default for all the
unprivileged users and it is set as Asia/Dubai on OS and in RT_SiteConfig.pm




On 16 February 2016 at 22:05, Sean Ellefson  wrote:

> HI Satyajeet,
>
> Have you checked the locale settings under your user options?  There's an
> option for listing all dates under GMT next to others around your timezone.
>
> On Sat, Feb 13, 2016 at 9:55 PM, Satyajeet Singh 
> wrote:
>
>> Hi All,
>>
>> Did anyone face this issue ?
>>
>>
>>
>> --
>> Kind Regards,
>> Satyajeet Singh
>> Dubai: +971 551185369
>> India: +91 9911547664
>>
>> On 11 February 2016 at 21:45, Satyajeet Singh 
>> wrote:
>>
>>> Hi All,
>>>
>>> After Upgrading to 4.4 I noticed that values for Custom DateTime Fields
>>> entered by non root users is being considered as UTC irrespective of what
>>> timezone has been set in RT_SIteConfig. For en example, with Asia/Dubai
>>> (UTC +4) as a time zone, when I select 6:00 PM and create the ticket, it
>>> gets displayed as 10:00PM. However there is no such issues when logged in
>>> as root.
>>>
>>> Appreciate your immediate support on this.
>>>
>>> Thank you
>>> --
>>> Kind Regards,
>>> Jeet
>>>
>>
>>
>> -
>> RT 4.4 and RTIR Training Sessions (
>> http://bestpractical.com/services/training.html)
>> * Hamburg Germany - March 14 & 15, 2016
>> * Washington DC - May 23 & 24, 2016
>>
>
>
>
> --
>
> Sean Ellefson
> Linux Systems Administrator - Computer Infrastructure Services
> Office of Information Technologies
> Portland State University
> Phone: 503-725-9157
> scel...@pdx.edu
>
>
>
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Re: [rt-users] Problems with SLA since upgrading to 4.4

[Shawn Moore]

On 2016年2月11日 at 0:46:59, Yourevilness (sli...@onthenet.com.au) wrote:
> Hello,

Hi,

> Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config. […]
> Doesn't appear to work. Can someone have a look over my settings or tell me
> what i'm missing?

Could you check each queue’s Basics admin page to see if “SLA Enabled” is 
checked?

Thanks,
Shawn
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[rt-users] rt 4.0.17 attachments corrupts with size over 200K

[Asif Iqbal]

Here are the relevant config settings that should allow 10M attachment
size.

So not sure what am I missing


Set($MaxAttachmentSize , 1000); rt 4.0.17 config
Set($TruncateLongAttachments , 1);
Set($DropLongAttachments , 1);

client_max_body_size 20M; nginx/1.4.2 config

max_allowed_packet 16777216; mysql 5.5.47-0ubuntu0.12.04.1-log

I tried with docs and pdf

Any suggestion is appreciated..



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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Re: [rt-users] adding a button/hyperlink to external log analysis tool

[Jesse Maseto]

Here is an example of how we have done this.

=
'http://bugs.koha-community.org/bugzilla3/show_bug.cgi?id=__CF.{Community
Bug}__" target="_blank">__CF.{Community Bug}__/TITLE:Bug',
=

We've added this to the Format of a search under the advanced option and
added the search to a dashboard.

Hope this helps.

Best Regards,
-Jesse 



On Tue, Feb 16, 2016 at 9:51 AM, Matt Zagrabelny  wrote:

> Hey,
>
> This is a good topic for rt-users. I've removed -devel from the recipients
> list.
>
> On Tue, Feb 16, 2016 at 8:40 AM,   wrote:
> > Hi all,
> >
> > Sorry for posting in two lists, but don't really know where it belongs...
> > And I wanted to get starting in adjusting RT to our needs. (I have no
> > experience in writing th scripts or stuff like that)
> > I'm running RT4.4 stable and I was querious if it is possible to add a
> > button or linkor something in a ticket dashboard with a external request
> /
> > hyperlink based on a custom field value,  to for example a kibana
> dashboard.
>
> Yep. This is totally doable.
>
> You can make custom fields (CFs) into links via the admin web interface.
>
> Otherwise you can enhance RT in a multitude of ways using callbacks.
>
> -m
> -
> RT 4.4 and RTIR Training Sessions (
> http://bestpractical.com/services/training.html)
> * Hamburg Germany - March 14 & 15, 2016
> * Washington DC - May 23 & 24, 2016
>
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* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

Re: [rt-users] adding a button/hyperlink to external log analysis tool

[Matt Zagrabelny]

Hey,

This is a good topic for rt-users. I've removed -devel from the recipients list.

On Tue, Feb 16, 2016 at 8:40 AM,   wrote:
> Hi all,
>
> Sorry for posting in two lists, but don't really know where it belongs...
> And I wanted to get starting in adjusting RT to our needs. (I have no
> experience in writing th scripts or stuff like that)
> I'm running RT4.4 stable and I was querious if it is possible to add a
> button or linkor something in a ticket dashboard with a external request /
> hyperlink based on a custom field value,  to for example a kibana dashboard.

Yep. This is totally doable.

You can make custom fields (CFs) into links via the admin web interface.

Otherwise you can enhance RT in a multitude of ways using callbacks.

-m
-
RT 4.4 and RTIR Training Sessions 
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* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

[rt-users] adding a button/hyperlink to external log analysis tool

[it_stuff]

Hi all, 

Sorry for posting in two lists, but don't really know where it belongs... 
And I wanted to get starting in adjusting RT to our needs. (I have no 
experience in writing th scripts or stuff like that) 
I'm running RT4.4 stable and I was querious if it is possible to add a button 
or linkor something in a ticket dashboard with a external request / hyperlink 
based on a custom field value, to for example a kibana dashboard. 
The link will then take me to kibana with the search params (comming from RT) 
in the dashboard .. 

any ideas? 

kind regards, 

I 


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Re: [rt-users] Migrating RT 3.6.5 to RT 4.2.12

[Christian Loos]

I think the reason for your problems are your wrong upgrade steps.
You missed to read this:

https://www.bestpractical.com/docs/rt/4.2/UPGRADING.mysql.html

You have to upgrade to 3.7.87, then run the queries from
upgrade-mysql-schema.pl, and then upgrade to 4.2.12.

Chris

Am 15.02.2016 um 18:08 schrieb Laurent Frigault:
> I am trying to migrate an old RT 3.6.5 (installed by someone else) to
> new FreeBSD server running RT 4.2.12 (freebsd package) 
> 
> My problem is that after the update, the new root account lost its admin
> privileges and I dont know how to restore them. I can still log with
> this account, but it is not allowed to manage the server any more. This
> must de related to warning/errors returned during the upgrade procedure
> but I did not find how the handle them .
> 
> How can I fix this issue and what did I do wrong ?
> 
> What I did:
> 
> ==
> On the old server I take a mysql dump with :
> mysqldump  -c --hex-blob  --default-character-set=binary rt3 > rt3-hex-bin.sql
> 
> The dump is sent to the new server.
> 
> On the new server I create an rt4 database with :
> mysqladmin create rt4
> 
> then I import the database dump with :
> mysql --default-character-set=binary rt4 < /var/tmp/rt3-hex-bin.sql
> 
> after that I run the upgrade-mysql-schema.pl script with :
> 
> perl /usr/local/share/doc/rt42/upgrade/upgrade-mysql-schema.pl rt4 > 
> /var/tmp/queries.sql
> 
> and
> mysql rt4 < /var/tmp/queries.sql
> 
> then the rt-setup-database script with the upgrade action:
> 
> /usr/local/sbin/rt-setup-database --action upgrade --datadir  
> /usr/local/share/doc/rt42/upgrade --upgrade-from 3.6.5 |& tee 
> /tmp/upgrade.trace
> 
> On this last step I got many warnings and errors that I don't understand
> and don't know how to fix.

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