Re: [rt-users] The use of $Ticket{'TOP'}-CustomFieldValues($fieldname) with RT::Action::CreateTickets
You need to output CustomField-$cfname as the key, not CF-$cfname.
On Tue, 10 Mar 2015 6:31 pm Landon Stewart lstew...@iweb.com wrote:
Hello,
It seems that one cannot load the values of a CF with
$Ticket{'TOP'}-CustomFieldValues($fieldname). The result is an empty
variable. I've confirmed that the foreach works for each of the $cfname in
the @cflist since I get log entries for them but $cfvs-Next doesn't
produce a value (nothing is logged).
===Create-Ticket: Investigation
{
my @cflist = [ 'Customfield1', 'Customfield2', 'etc'];
our @CFTEXT;
foreach my $cfname (@cflist) {
RT::Logger-info($cfname);
my $cfvs = $Tickets{TOP}-CustomFieldValues($cfname);
while (my $cfv = $cfvs-Next) {
RT::Logger-info($cfname.: .$cfv-Content);
push @CFTEXT, CF-.$cfname.: .$cfv-Content;
}
}
}
Queue: Investigations
Parents: TOP
Status: open
{ join(\n, @CFTEXT) }
Content-Type: text/html
Content:pre{$Tickets{TOP}-Transactions-First-Content}/pre
ENDOFCONTENT
LOGS from the foreach() (but not from the while()):
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer ID (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Language (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Name (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email Tech (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Status (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Type (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Status (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Name (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Status (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device O/S (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Control Panel
(template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer DBID (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Country (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Created (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Closed (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Groups (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Ticket Priority
(template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Managed (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Customer SystemDB (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service DBID (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Price (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Created (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Service Closed (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device DBID (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Created (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Closed (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Type (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Facility (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Bits (template:8)
[16779] [Tue Mar 10 06:52:53 2015] [info]: Device Addresses (template:8)
I've also tried loading the CF using
$Tickets{TOP}-LoadCustomFieldByIdentifier($cfname) but this does not
work either.
Basically I'm waning to copy a list of CFs from $Tickets{'TOP'} to the
newly created one.
Thank you.
Landon Stewart : lstew...@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932
Re: [rt-users] Do not email user if they are requestor when also admin cc of a queue
On further thought, I realise that a custom condition on the send email to Admin CCs scrip is not a solution—you can only use such a condition to send either all admin CC emails or none (i.e. you can't send to some admin CCs and not others this way). To achieve your desired behaviour without adjusting the ticket's watchers (i.e. requestor list), you would need to monkey-patch the underlying code of your RT installation responsible for sending emails. It has been done before, and someone has kindly written up something on the wiki about it: http://requesttracker.wikia.com/wiki/NotificationsTuning It's not ideal though, because it complicates RT upgrades/migrations and it also makes RT behave in a manner contrary to its documentation. I still think that removing your administrator's email address from the Requestor field of each ticket is the best solution. By doing this with a scrip, your administrator wouldn't even need to know that it's happening. Additionally, if you do any reporting on tickets that requires the Requestor fields to be complete, you could always write a scrip to re-add them as a requestor when the ticket is resolved. What are your thoughts at this time? On Mon, 2 Mar 2015 at 22:46 Daniel Moore daniel.mo...@osbornewood.com wrote: Hi Alex, Thank you for the information. The administrator cannot remove themselves as a requestor. My code in my example is horribly wrong; however, I believe it is pretty close to what I need. I am new to Perl. If someone could possibly help me clean up the code where, on submission of the ticket transaction (correspond) it checks the requestor email and admin cc email against each other and if they are the same then it only sends to the requestor. I am putting the code in the script that sends to Admin CCs (both queue admin cc and ticket admin cc). I cannot figure out the IF statement and validation checks. That seems to be the only acceptable solution to me. V/R, *Daniel Moore* IT Systems Technician Osborne Wood Products, Inc. [image: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com *From:* Alex Peters [mailto:a...@peters.net] *Sent:* Saturday, February 28, 2015 5:12 PM *To:* Daniel Moore; rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Do not email user if they are requestor when also admin cc of a queue The simplest solution is that the administrator manually removes themselves as a requestor when putting in their own tickets. The simplest coding for this solution (unless your administrator is willing to do this manually on every ticket creation) is to write a scrip on this queue that runs on ticket creation time and manually removes the administrator's address if it appears in the list of requestors. Let me know if that's not an acceptable solution, and we can work further on the scrips that filter the emails. On Sun, 1 Mar 2015 at 00:17 Daniel Moore daniel.mo...@osbornewood.com wrote: Hello, I have an administrator here in my department that is a Queue Admin CC but he also puts in a lot of tickets for special requests from our contractors. He is then the Queue Admin CC and the Requestor. Also, the contractors have a group email address that is also the admin cc. Therefore, he ends up getting multiple emails for one ticket. I have tried the coding from the “Notifications Tuning” that is supposed to limit the emails sent out if they are the same for multiple fields; however, that did not work as expected. I fixing the queue and making a new group that includes the individual set of contractors so that he doesn’t get emails that way, but that’s not what he wants. My question is in two parts (Code will be included at the ends): 1) How can perform a custom condition in the scrips for the queue to not send an email to admin Cc if his email address matches the requestor? OR 2) If I reverse my settings and take him off of admin CC and put him back in the group, how can I check for his email address and code it only to send one email address ? Here’s the coding for question number one: Description: Notify AdminCc only if not Requestor Condition: User Defined Action: Notify AdminCcs Template: Custom Custom Condition: First set of code I tried by using another example: my $trans = $self-TransactionObj; return 1 unless $Ticket-RequestorAddresses eq $Ticket-QueueObj-AdminCcAddresses; Return 1; Second code: my $trans = $self-TransactionObj; my $admincc = $self-QueueObj-AdminCcAddresses; my $requestor = $self-RequestorAddresses; return 0 unless $requestor == RT::Nobody-id; return 1; If somone could help me get the coding down that would be great. I don’t fully understand Perl yet. V/R, *Daniel Moore* IT Systems Technician Osborne Wood Products, Inc. [image: http://hosting-source.bm23.com/9241
Re: [rt-users] relative date search
You can enter 14 days ago into the Created box, or Created 14 days ago into the Advanced screen of the search builder. On Fri, 6 Mar 2015 5:47 pm Eierschmalz, Bernhard bernhard.eierschm...@scheppach.com wrote: Hello, is it possible to make date-searches in RT with relative date? For example search all open tickets where creation-date is older than 14 days. best regards Bernhard
Re: [rt-users] relative date search
Here's all of the acceptable syntax: https://metacpan.org/pod/Time::ParseDate#Relative-date-formats On Fri, 6 Mar 2015 5:48 pm Alex Peters a...@peters.net wrote: You can enter 14 days ago into the Created box, or Created 14 days ago into the Advanced screen of the search builder. On Fri, 6 Mar 2015 5:47 pm Eierschmalz, Bernhard bernhard.eierschm...@scheppach.com wrote: Hello, is it possible to make date-searches in RT with relative date? For example search all open tickets where creation-date is older than 14 days. best regards Bernhard
Re: [rt-users] SelfService and custom status
Is it possible that your RT configuration has non-identical global rights for owners and requestors (Admin Global Group Rights)? On Thu, 5 Mar 2015 at 00:10 elif...@free.fr wrote: Hello Alex, Many thanks for you answer : -- Have you considered setting these users up as privileged instead, with minimal rights? This is not what we want, but I've done it for some tests just to check, and the problem is the same. I've come to the conclusion that even when the Requestor role is granted all the rights (general and for staff, at queue level), the privileged requestor does not see in the ticket the specific statuses from the lifecycle of the queue. The owner role, same rights, same ticket, the owner sees in the ticket the specific statuses of the lifecyle. Thanks again, Elisabeth On Sat, 28 Feb 2015 at 01:31 elif...@free.fr wrote: Hello, On our RT 4.2.6, I created a lifecycle support with specifics status, which is working fine. The requestor is unprivileged, but is granted the right ModifyTicket (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue has the support lifecycle. On SelfService interface, the requestor sees his ticket, can display it, can reply, and can modify the status : but the status are not the ones of the lifecycle support, but the one of the default lifecycle ! I made a test as a requestor and changed to status stalled which does not exist in the lifecyle support. Now, as a superuser I cannot change the status at all, there's only stalled an stalled (unchanged) listed ! I've been searching for quite a long time, but now I can't figure out what is going wrong. The second point is that I intended to add a ResolveRight to the lifecycle support to allow unprivileged requestors to resolve their tickets via the SelfService interface. I'm wondering now if it's possible. Thanks for your help again, Elisabeth
Re: [rt-users] ticket rejected still bold in list
I'm not aware of this functionality at all in stock RT, but I'm keen to learn more. Looking forward to other responses to this issue. On Mon, 2 Mar 2015 9:54 pm Luca Ferrari fluca1...@infinito.it wrote: On Sat, Feb 28, 2015 at 4:18 AM, Alex Peters a...@peters.net wrote: Could you please clarify this question? Looking at the ticket list I can see bold tickets when they are new and not yet modified, and then grayed once they are opened/commented. It happened in the past I rejected some tickets directly, and the ticket is shown still as bold in the search list, so that it seems new at glance. Thanks, Luca
Re: [rt-users] Send mail to create a ticket (error)
You must configure your mail server to forward incoming mail to the rt-mailgate script. Have you done this? If so, what do the mail server logs and RT's logs say? On Fri, 30 Jan 2015 at 02:18 Marisol Rojas mro...@tekprovider.net wrote: Good day, To request your help to know why not make sending emails to create a new ticket and in updating data and answer the ticket. We are just beginning to know RT version we are currently to implement is the 4.2.9, I hope we can support. Thanks, Greetings !!
Re: [rt-users] Do not email user if they are requestor when also admin cc of a queue
The simplest solution is that the administrator manually removes themselves as a requestor when putting in their own tickets. The simplest coding for this solution (unless your administrator is willing to do this manually on every ticket creation) is to write a scrip on this queue that runs on ticket creation time and manually removes the administrator's address if it appears in the list of requestors. Let me know if that's not an acceptable solution, and we can work further on the scrips that filter the emails. On Sun, 1 Mar 2015 at 00:17 Daniel Moore daniel.mo...@osbornewood.com wrote: Hello, I have an administrator here in my department that is a Queue Admin CC but he also puts in a lot of tickets for special requests from our contractors. He is then the Queue Admin CC and the Requestor. Also, the contractors have a group email address that is also the admin cc. Therefore, he ends up getting multiple emails for one ticket. I have tried the coding from the “Notifications Tuning” that is supposed to limit the emails sent out if they are the same for multiple fields; however, that did not work as expected. I fixing the queue and making a new group that includes the individual set of contractors so that he doesn’t get emails that way, but that’s not what he wants. My question is in two parts (Code will be included at the ends): 1) How can perform a custom condition in the scrips for the queue to not send an email to admin Cc if his email address matches the requestor? OR 2) If I reverse my settings and take him off of admin CC and put him back in the group, how can I check for his email address and code it only to send one email address ? Here’s the coding for question number one: Description: Notify AdminCc only if not Requestor Condition: User Defined Action: Notify AdminCcs Template: Custom Custom Condition: First set of code I tried by using another example: my $trans = $self-TransactionObj; return 1 unless $Ticket-RequestorAddresses eq $Ticket-QueueObj-AdminCcAddresses; Return 1; Second code: my $trans = $self-TransactionObj; my $admincc = $self-QueueObj-AdminCcAddresses; my $requestor = $self-RequestorAddresses; return 0 unless $requestor == RT::Nobody-id; return 1; If somone could help me get the coding down that would be great. I don’t fully understand Perl yet. V/R, *Daniel Moore* IT Systems Technician Osborne Wood Products, Inc. [image: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com
Re: [rt-users] Run a php file
RT scrips can be made to run after many different actions, and you can make a scrip with a user-defined action to perform any action that you like. On Sat, 28 Feb 2015 at 22:23 Shahab Sharifzadeh sshgu...@ymail.com wrote: OR How can I run a special php file after then I save one thing in RT?
Re: [rt-users] SelfService and custom status
I don't believe that it's possible for a user to be simultaneously unprivileged and have rights granted to them, so I would suspect that your goal is possibly unsupported in its current form. Have you considered setting these users up as privileged instead, with minimal rights? On Sat, 28 Feb 2015 at 01:31 elif...@free.fr wrote: Hello, On our RT 4.2.6, I created a lifecycle support with specifics status, which is working fine. The requestor is unprivileged, but is granted the right ModifyTicket (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue has the support lifecycle. On SelfService interface, the requestor sees his ticket, can display it, can reply, and can modify the status : but the status are not the ones of the lifecycle support, but the one of the default lifecycle ! I made a test as a requestor and changed to status stalled which does not exist in the lifecyle support. Now, as a superuser I cannot change the status at all, there's only stalled an stalled (unchanged) listed ! I've been searching for quite a long time, but now I can't figure out what is going wrong. The second point is that I intended to add a ResolveRight to the lifecycle support to allow unprivileged requestors to resolve their tickets via the SelfService interface. I'm wondering now if it's possible. Thanks for your help again, Elisabeth
Re: [rt-users] Notify when ticket transferred into queue
I'm guessing that your scrip is set to run in Transaction Create mode. By changing your scrip to run in Transaction Batch mode, the queue change will have already completed. This should cause AdminCcs to refer to the correct people when the scrip then runs. On Thu, 19 Feb 2015 at 05:23 Bryn Kanar kan...@ucsc.edu wrote: Hello -- I'm trying to figure out how to notify members of a queue when a ticket is transferred into their queue. I've tried using On Queue Change Notify AdminCcs but that sends notification to the AdminCcs of the queue the ticket is being transfered FROM. I need to notify AminCcs of the queue the ticket is being transferred INTO. Any suggestions appreciated. Thank you. Bryn Kanar University of California, Santa Cruz
Re: [rt-users] add a queue, missing something
When you say you created a group of users to go with the queue, does that mean you created a user-defined group (Admin Groups)? If so, all you need to do is associate that group with the queue in the appropriate role. Admin Queues (the new queue) Watchers Find the relevant user group by typing its name into the box, search, then choose the group's most appropriate role in the dropdown that appears. On Wed, 4 Feb 2015 at 09:31 George Kelbley kelb...@cs.unm.edu wrote: I need to a queue to my existing rt system. I created the queue, and a group of users to go with it. However ticket email is not being sent to anyone but the requestor. Obviously missing something which is hopefully simple.
Re: [rt-users] RT customize SendEmail.pm
For posterity, RT v4.2.10 introduces the ability to add groups as
requestors. If I understand this thread correctly (a group of people
belonging to another queue are requesting work in this queue), RT v4.2.10
should allow the desired behaviour without code modifications.
On Fri, 20 Feb 2015 at 21:10 Sternberger, Sven sven.sternber...@desy.de
wrote:
Hello!
just for the records.
To disable the check for outgoing emails if they
contain Adresses RT thinks they will create a loop
you have to create
/opt/rt4/lib/RT/Action/SendEmail_Local.pm
and disable there the check.
To be able to enter a RT adress without error messages in the
WebUI you have to create
/opt/rt4/local/html/Ticket/Update.html
/opt/rt4/local/html/Ticket/Create.html
/opt/rt4/local/html/m/ticket/create
/opt/rt4/local/html/m/ticket/reply
and disable there the check.
I also found the check here:
/opt/rt4/lib/RT/Record/Role/Roles.pm
no idea when this wil be used.
result:
* In incomming emails, the queue email adress is removed.
* I can create a ticket in the WebUI set the requestor/cc/admincc to a
RT mail address.
* My procmail recipes prevents RT loops but send the mail to the queue
staff
regards!
Sven
- Ursprüngliche Mail -
Von: Sternberger, Sven sven.sternber...@desy.de
An: rt-users@lists.bestpractical.com
Gesendet: Mittwoch, 28. Januar 2015 10:40:32
Betreff: RT customize SendEmail.pm
Hello!
I want to modify the SendEmail.pm module, to disable the
check for RTAdresses, so we want to send emails
even if RT thinks they are RT email adresses.
I would copy the file SendEmail.pm to SendEmail_Local.pm and remove
these lines
$self-RecipientFilter(
Callback = sub {
return unless RT::EmailParser-IsRTAddress( $_[0] );
return $_[0] appears to point to this RT instance. Skipping;
},
All = 1,
);
would this work?
regards!
Sven
Sven Sternberger
System Engineer
Tel.: 040/8998-4397
DESY IT
Re: [rt-users] Set Owner on Queue Change
I'm pretty sure that if a ticket owned by someone is moved to another queue where that user doesn't have ownership rights, RT automatically adjusts ownership to nobody. Since those people retain ownership in your setup, it sounds like your ownership rights are too permissive. On Tue, 3 Feb 2015 at 23:43 globo michael.obr...@globoforce.com wrote: Hi, I have 4 queues with staff being able to assign tickets between the queues. Sometimes when they get passed to a different queue people forgot to assign the ticket to someone who works on that queue. This messy when you run stats on that queue Does anyone have a script that requires users to set the owner of the ticket to someone who manages that queue ( group ) or set it to nobody ? -- View this message in context: http://requesttracker.8502.n7. nabble.com/Set-Owner-on-Queue-Change-tp59513.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Group Users not receiving mails
As a super user (or a user with the ShowOutgoingEmail right), look at the emails being generated by RT and confirm that they have the expected To, Cc and Bcc headers. If not, this is possibly a group configuration issue. Consider enabling debug logging to determine whether mail is being successfully relayed. Further details about your outgoing mail configuration might also assist. On Sat, 28 Feb 2015 at 01:15 Sachin Murudkar sachin.murud...@primefocusworld.com wrote: Hi Team I have installed RT 4.2.9 in which my group users are not able to receive mails when generated tickets. Need to know if there is any settings or if I am going wrong anywhere. *Sachin Murudkar* *IT Manager* *T:* +91 22 4209 5000 *M: *8879645324 Mainframe IT Park, Building H, Royal Palms, Mumbai 400065, India. primefocusworld.com http://www.primefocusworld.com
Re: [rt-users] Change organization and rtname
I don't believe that the $Organization value is displayed anywhere in RT's interface. The value affecting the top-right corner is $rtname. This can be changed without breaking all existing ticket links. Making a localised modification to the page template element responsible for that top-right corner is another alternative. Different subject tags per queue are managed within RT's admin interface (Admin Queues), not RT_SiteConfig.pm. These take plain text, not regexes, as they specify what should be going out. The only remaining concern is what should happen if someone sends mail to RT with old subject tags. Given an email with a subject containing [XXX #1234], RT will only associate that email with ticket #1234 if it knows that XXX belongs to that particular RT instance. If not, RT will ignore the ticket number and generate a new ticket instead. That's where $EmailSubjectTagRegex comes in. If you're not worried about old emails being replied to and generating new tickets, no further action is required. Otherwise, construct a regex that matches all old and new possibilities for XXX above, assign it to $EmailSubjectTagRegex in RT_SiteConfig.pm and then restart RT. On Wed, 25 Feb 2015 at 23:39 Fredrik Rambris fredrik.ramb...@cdon.com wrote: Our RT instance has grown out of just IT department and I want to rebrand it. I cannot find a lot of info about how this works in the documentation Where is $Organization used other than in the top right corner? Why will my existing tickets break if I change it? If I want to have different subject tags in queues, what should be in config? Must I use regexes or does it just speed up things? -- Fredrik Rambris fredrik.ramb...@cdon.com CDON IT Google Talk: fredrik.ramb...@cdon.com Telefon: 0700-807 626 PGP: 01C1 B593 3394 3739 168F 37BB BD20 7D3A 54AB 5A3A [CDON.COM] http://www.cdon.com
Re: [rt-users] ticket rejected still bold in list
Could you please clarify this question? I believe that the formatting of tickets in search result lists is governed by the search display format for all tickets in the list, and can't be changed based on individual ticket attributes. On Thu, 19 Feb 2015 at 20:07 Luca Ferrari fluca1...@infinito.it wrote: Hi all, this could sound trivial, but if I reject tickets they remain still bolded in the list (e.g., dashboard list). I would like to have bolded only new tickets (not yet commented/opened), is this possible or am I missing something in the workflow? Thanks, Luca
Re: [rt-users] _Safely_ adding watchers from Cc
I'm struggling to unambiguously understand your description of the issue. Could you please rephrase in terms of what you expect to happen in a specific circumstance vs. what actually happens (e.g. when you create a ticket via email with CCs, when you respond to an existing ticket with the same/new CCs)? You mention a mail loop, which suggests that RT might not have been properly informed of all of its own incoming addresses ($RTAddressRegexp). A complete $RTAddressRegexp setting should prevent mail loops when $ParseNewMessageForTicketCcs is set. On Tue, 17 Feb 2015 at 00:46 Edheldil rt...@eowyn.cz wrote: Hi all, I need to add Cc's from incoming emails as watchers to the created tickets. I have already tried the ParseNewMessageForTicketCcs http://requesttracker.wikia.com/wiki/ParseNewMessageForTicketCcs config option, but the result was an epic mail loop when somebody happened to send a Christmas greeting to some thousand of Cc: emails. Is there a safer way to achieve that? Something like 'do not send any emails when creating tickets, just when somebody comments'. There are many queues in our RT, so I do not exactly want to redo shared scrips for all queues, but so far that's is the only option I can think of. Any ideas? Ed.
Re: [rt-users] Set priority - On queue change
Simply create a scrip in RT's admin interface for the relevant queue/queues, with a condition of On Queue Change and an action of User Defined. Leave Custom Condition blank. Place this in Custom Action Preparation Code: 1; and place this in Custom Action Commit Code: $Ticket-SetPriority(5); where 5 is your desired priority. On Thu, 12 Feb 2015 at 22:40 globo michael.obr...@globoforce.com wrote: Hi Kenneth, Thanks for the suggestion. Would you have a script that would be able to do this that I could test ? -- View this message in context: http://requesttracker.8502.n7. nabble.com/Set-priority-On-queue-change-tp59579p59583.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Multiple Validation for Customfield
On my RT installation, the Digits validation requires at least one character and therefore functions as Mandatory does. Is this not the case for your installation? I believe that the Validation value is just a standard regex, and any regex can be entered. On Wed, 18 Feb 2015 at 19:14 vinz vinzenz.sinap...@tracetronic.de wrote: Hi, I want to have a Customfields with the Digits-Validation and I also want it to be mandatory. Is there a way to combine multiple Validations? Thanks for your help, vinz -- View this message in context: http://requesttracker.8502.n7. nabble.com/Multiple-Validation-for-Customfield-tp59604.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Add Values from a textarea to another
Content is the only supported multi-line field in Create-Ticket templates.
To deal with mutli-line custom fields, I suspect that you need to modify
each line of the field to have the name of the custom field at the
beginning. This might work:
Request Type: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Type');}
Request Area: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Area');}
Request Action: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Action');}
{ map { Request Content: $_\n } split(/\r|\n|\r\n/,
$Tickets{'TOP'}-FirstCustomFieldValue('Request Content')) }
Note that all leading and trailing whitespace will be trimmed from every
line, which might be unacceptable. This is an uncontrollable aspect of the
Create-Ticket action.
On Tue, 10 Feb 2015 at 02:46 jnjo j...@prevas.se wrote:
Hi
I have problem with a template that creates a child ticket, right now it
looks like this
===Create-Ticket: New Equipment Network
Subject: { $Tickets{'TOP'}-Subject( ) } -
{$Tickets{'TOP'}-FirstCustomFieldValue('ICM Object Type');} :
#[{$Tickets{'TOP'}-Id( )}]
Queue: ICM Network
RefersTo: { $Tickets{'TOP'}-Id( ) }
DependedOnBy: { $Tickets{'TOP'}-Id( ) }
Request Type: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Type');}
Request Area: { $Tickets{'TOP'}-FirstCustomFieldValue('Request Area');}
Request Action: { $Tickets{'TOP'}-FirstCustomFieldValue('Request
Action');}
Request Content: { $Tickets{'TOP'}-FirstCustomFieldValue('Request
Content');}
Content: New equipment requested.
The problem is on my custom field Request Content.
Request Content is a textarea that have text like this
Type: 48V
Object ID: rect-4520
Position: 00*425*04/12
...
But when the child ticket is created only the first row added to the
textarea in this case Type: 48V
all the other text is removed
Is there someone who kowns what i´m doing wrong?
Best regards
John
--
View this message in context: http://requesttracker.8502.n7.
nabble.com/Add-Values-from-a-textarea-to-another-tp59564.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] delete or move a correspondence
rt-shredder can be used to delete individual transactions from a ticket, such as correspondence: https://www.bestpractical.com/docs/rt/4.2/RT/Shredder.html A more hacky method is discussed here: http://www.gossamer-threads.com/lists/rt/users/79279#79279 I'm not aware of any supported way to move correspondence (short of merging two tickets). On Fri, 20 Feb 2015 at 06:46 Edsall, William (WJ) wjeds...@dow.com wrote: Is it possible to delete or move a ticket correspondence? William
Re: [rt-users] Correct formatting for respond by email link
I suspect that you need to escape the special characters in your subject
value. I've used this with success:
a href=mailto:x...@yyy.zzz?subject={
require URI::Escape;
URI::Escape::uri_escape(sprintf(
'Re: [XXX #%s] %s',
$Ticket-id,
$Ticket-Subject
))
}Update this ticket via email/a
On 14 February 2015 at 05:31, Cena, Stephen (ext. 300) s...@qvii.com wrote:
I'm trying to use HTML templates to make responding to tickets easier
for my users. I'm having a problem creating a link to generate an email.
The code I have is:
trtdYou have the ability to a href=
mailto:{$Ticket-QueueObj-CorrespondAddress}?subject=[{$Ticket-QueueObj-SubjectTag
%7B$Ticket-%3EQueueObj-%3ECorrespondAddress%7D?subject=[%7B$Ticket-%3EQueueObj-%3ESubjectTag
|| $rtname} #{$Ticket-id}]update this ticket via email/a./td/tr
This always will generate a new ticket. If I add the nbsp; in front of
the #{$Ticket-id}, that at least puts the space in but same results. I've
tried adding an RE: in front as well, and it still causes a new ticket.
If I do a Reply from the Autoreply email I get when the ticket is created,
strip off the subject just leave the queue tag the ticket gets updated
correctly.
What am I doing wrong?
Stephen J. Cena
Supervisor/Systems Administrator - MIS/IT Dept
Quality Vision International
850 Hudson Ave
Rochester,NY 14620
Phone: 585-544-0450 x300
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Please report email problems to: postmas...@qvii.com
QVII MIS/IT Dept - We do what we must because we can.
Thank you for helping us help you help us all.
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Re: [rt-users] Prevent users from making Comments on tickets
ModifyTicket is not a strict combination of other rights. I believe that without ModifyTicket, you must experiment to determine which rights provide the correct behaviour for your needs. On 13 February 2015 at 17:52, Daniel Schwager daniel.schwa...@dtnet.de wrote: Hi, You might be able to swap out ModifyTicket and use some finer-grained rights in its place, depending on what modifications end users actually need to make. what are the equivalent (separate) rights for ModifyTicket? regards Danny *From**:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Alex Peters *Sent:* Friday, February 13, 2015 1:11 AM *To:* Cena, Stephen (ext. 300) *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Prevent users from making Comments on tickets I believe that a user will unconditionally have commenting ability if they also have the ModifyTicket right, regardless of the state of their CommentOnTicket right. You might be able to swap out ModifyTicket and use some finer-grained rights in its place, depending on what modifications end users actually need to make. On 13 February 2015 at 04:06, Cena, Stephen (ext. 300) s...@qvii.com wrote: I'm in the process of locking down end-user permissions in our RT install. We want it set up so that users can only do Reply, and Admins can use Comment and Reply. At present, my end user can't see a Comment in a ticket, or an attachment made with a Comment. However, if the user emails the Comment address or uses the Comment in the Action drop-down in the ticket the entry gets made. The proper visibility of the resulting Comment is correct. AFAIK, there are no global permissions for anything (I'm doing it al at the queue level for each queue).
Re: [rt-users] Prevent users from making Comments on tickets
I believe that a user will unconditionally have commenting ability if they also have the ModifyTicket right, regardless of the state of their CommentOnTicket right. You might be able to swap out ModifyTicket and use some finer-grained rights in its place, depending on what modifications end users actually need to make. On 13 February 2015 at 04:06, Cena, Stephen (ext. 300) s...@qvii.com wrote: I'm in the process of locking down end-user permissions in our RT install. We want it set up so that users can only do Reply, and Admins can use Comment and Reply. At present, my end user can't see a Comment in a ticket, or an attachment made with a Comment. However, if the user emails the Comment address or uses the Comment in the Action drop-down in the ticket the entry gets made. The proper visibility of the resulting Comment is correct. AFAIK, there are no global permissions for anything (I'm doing it al at the queue level for each queue). Everyone, Privileged, Unprivileged all have no permissions End User perms for queue: CreateTicket, SeeQueue Requestor perms for queue: ReplyToTicket, SeeCustomField, SeeQueue, ShowTicket, ModifyCustomField, ModifyTicket Did I overlook something? Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmas...@qvii.com QVII MIS/IT Dept - We do what we must because we can. Thank you for helping us help you help us all. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Re: [rt-users] Prevent users from adding CC's and AdminCC's to tickets
From the v4.2.7 code, I'm interpreting these rules: 1. Add/remove anyone if the user has the ModifyTicket right. 2. Only add/remove self as AdminCc if the user has the WatchAsAdminCc right. 3. Only add/remove self as Cc/Requestor if the user has the Watch right. The logic is probably the same for all other recent versions of RT, but if in doubt, take a look at the _HasModifyWatcherRight method in lib/RT/Ticket.pm. On 13 February 2015 at 04:26, Cena, Stephen (ext. 300) s...@qvii.com wrote: What permissions do I need to remove/enable to prevent users from modifying the CC/AdminCC lists (more specifically the AdminCC list). The audit trail of when people being added removed is helpful, but I'd like to prevent it outright. Stephen J. Cena Supervisor/Systems Administrator - MIS/IT Dept Quality Vision International 850 Hudson Ave Rochester,NY 14620 Phone: 585-544-0450 x300 * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmas...@qvii.com QVII MIS/IT Dept - We do what we must because we can. Thank you for helping us help you help us all. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Re: [rt-users] Queue Admin, not RT Admin
You'd need to set some privileges outside the Administrators tab as well, such as see queue and show ticket summary from memory. On 6 Feb 2015 2:14 am, Lewis, Valerie valeriele...@letu.edu wrote: I have recently become one of the campus administrators for our RT system. As a result, I am fielding a lot of requests from staff for privledges to different queues. One in particular is a director within IT wanting to be admin for queues that pertain to his department. I have gone into the queue and went to modify user rights for queue and gave him all of the rights under “Rights for Administrators”. However, he not able to utilize any of those rights within his queues. I don’t want him to be an overall administrator, just over his queues. Am I missing something big? I haven’t found any explanation of this online anywhere. Any help would be greatly appreciated.
Re: [rt-users] Autoreply Template Script
I believe that what you're asking is not possible. RT doesn't store passwords, and so it can't retrieve previous passwords for display in an email. It can only display the initial password because it manages the creation of that initial password, and therefore can take a copy. On 3 Feb 2015 8:30 pm, Vas vk...@cam.ac.uk wrote: Has anyone else come across this ? Thank you Vas -- View this message in context: http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59505.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Stripping Attachments During Create
Scrips wouldn't help you because they get processed after ticket creation. If I were in your position I'd probably try dealing with this at the mail delivery level, e.g. by adding some sort of postprocessor that rewrites incoming mail when it encounters attachments with certain MD5/SHA checksums. I imagine that doing this by attachment filename would be a bad idea, because theoretically desired attachments could have those filenames. I don't know whether this is technically feasible, but another option might be to write a script (as opposed to scrip) that prunes matching attachments from RT's database (which would also take care of tickets created up to this point). What is your main concern about these attachments reaching RT? Database storage? UI cosmetics? Depending on the actual concern, other solutions might exist. On 3 Feb 2015 5:16 am, Trev tre...@onepost.net wrote: My situation is this, I have users sending in support requests and they are processing just fine. I am using fetchmail and mailgate, no problems, tickets get created etc... I want to strip attachments however, specifically those associated with signatures internal to the company. How can I best go about stripping these? Preferably based on attachment name: image001.png image002.png Thanks in advance!
Re: [rt-users] How to get different queues to send from different email addresses
If you're using a relatively newer version of RT, you can configure a global From address in RT_SiteConfig.pm and queue-specific From addresses in RT's UI. If you've already done this then it sounds like msmtp is rewriting your From headers. Maybe msmtp's auto_from setting is relevant? If you're just relaying to an external server, can you just feed the SMTP connection details into RT and bypass msmtp altogether? Hi We've used RT for a while just for IT issues, now we're adding an additional facilities queue. Everything is working to receive tickets via email, but we can only get it to send emails through the ithelpdesk email account regardless of queue. We're using MSMTP in order to use Google Apps to send emails. We have two accounts configured in msmtp_wrapper.conf ithelpdesk and facilities, but I can't see how to tell RT to use the facilities account when sending emails from that queue, so it sends everything as ithelpdesk. Can anyone help? Thanks Ian *Ian McNaught* *Head of eLearning Information Systems* *Tel: (+968) 24730404* Majan College (University College) P.O. Box 710, Postal Code 112, Ruwi Sultanate of Oman Switchboard: +968 24730400 Fax: +968 24730490 Find us: Website http://www.majancollege.edu.om/ | Linkedin http://www.linkedin.com/company/majan-college-university-college-?trk=hb_tab_compy_id_2839692 | Facebook https://www.facebook.com/majan.college | Twitter http://twitter.com/Majan_College*Ranked No.1 Private College in Oman - Oman Observer Survey Oct.2011* This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Majan College (University College) therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission
Re: [rt-users] problem in RT
If this issue is only occurring after you modify the Login page, then you have made an incorrect modification. Delete the copy of the Login page in the local directory, clean the Mason cache, restart RT and try again. If the issue still occurs, then something else is wrong. Possibly the included rt-validator tool will help. If not, besides deleting and reinstalling RT, I personally don't have any other suggestions. On 31 Jan 2015 8:56 pm, Shahab Sharifzadeh sshgu...@ymail.com wrote: now what i have to do? when i edit login page all of my users *even root* was *redirected to selfservice page*. On Tuesday, January 27, 2015 11:13 PM, Alex Peters a...@peters.net wrote: That is very strange. User root should not redirect to Self Service. Perhaps your DB has in fact been corrupted somehow. Maybe someone else can offer another solution. On 28 Jan 2015 1:03 am, Shahab Sharifzadeh sshgu...@ymail.com wrote: I have to say that by your solution i could change and edit the word username to user in login page but after this, every user (even root) i have redirected to selfservice page. i think that every user even ROOT change to the unpreviledge user or my connection to DB was disconnected. On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh sshgu...@ymail.com wrote: Hi I do everything that you say and i do your instructions but my problem is yet. Your solution didnt work correctly for me,please give me another solution.
Re: [rt-users] custom Template on Create Autoreply to Requestor for spicified queue
Create a queue-specific template with the same name as referenced by the scrip. The scrip will then use the queue's template when dealing with that queue. On 30 Jan 2015 9:57 pm, Eierschmalz, Bernhard bernhard.eierschm...@scheppach.com wrote: Hello, by default there is a global scrip called „on create autoreply to requestor” which uses one defined template. I would like to use a different template for one special queue. How can I do this? Mit freundlichen Grüßen, Best regards, *Bernhard Eierschmalz* IT Tel. +49 8223 4002-39 Fax +49 8223 4002-1239 Mobil: +49 151 22308260 bernhard.eierschm...@scheppach.com b...@scheppach.com -- [image: Logo] http://www.scheppach.com scheppach Fabrikation von Holzbearbeitungmaschinen GmbH Günzburger Str. 69 | D-89335 Ichenhausen Tel.: +49 8223 4002-0 | Fax: +49 8223 4002-20 E-Mail: i...@scheppach.com | www.scheppach.com [image: facebook] https://www.facebook.com/scheppach.group [image: xing] https://www.xing.com/companies/scheppachgroup [image: LinkedIn] http://www.linkedin.com/company/scheppach-group [image: twitter] https://twitter.com/ScheppachGroup Geschäftsführer / Managing Director: Ernst Pfaff, Stephan W. Müller Registergericht Memmingen HRB 11800 Diese Nachricht enthält vertrauliche und ggf. rechtlich geschützte Informationen. Falls Sie nicht der beabsichtigte Empfänger sind, benachrichtigen Sie bitte den Absender und löschen Sie diese Nachricht umgehend aus Ihrem System. Das unerlaubte Kopieren, die Offenlegung sowie die Weitergabe dieser E-Mail sind nicht gestattet. This email may contain trade secrets or otherwise confidential information. If you have received this email in error, please inform the sender immediately and destroy the original transmittal. Any unauthorized copying, disclosure or distribution is not permitted. [image: Scheppach Aktion] http://aktion.scheppach.com
Re: [rt-users] XLS report failure
Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
Re: [rt-users] XLS report failure
You need to upgrade to v0.08, which has explicit support for RT v4.2. On 30 Jan 2015 7:01 am, Boris Epstein borepst...@gmail.com wrote: According to the PERL code (I am sorry, not sure what the official location for the version string is) this is RT-Extension-SearchResults-XLS v 0.07. Thanks. Boris. On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters a...@peters.net wrote: Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
Re: [rt-users] XLS report failure
I have no personal experience with the plugin but its docs seem to suggest that none should be necessary. On 30 Jan 2015 8:01 am, Boris Epstein borepst...@gmail.com wrote: Thanks for your help Alex! Do you know if there are any DB changes involved? Boris. On Thu, Jan 29, 2015 at 3:38 PM, Alex Peters a...@peters.net wrote: You need to upgrade to v0.08, which has explicit support for RT v4.2. On 30 Jan 2015 7:01 am, Boris Epstein borepst...@gmail.com wrote: According to the PERL code (I am sorry, not sure what the official location for the version string is) this is RT-Extension-SearchResults-XLS v 0.07. Thanks. Boris. On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters a...@peters.net wrote: Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine RT::SQL::PossibleCustomFields called at /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls line 80. Stack: [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211) Has anybody encounter that? Any know cure? Thanks. Boris.
Re: [rt-users] Help in debugging
I'd probably try to discover more by enabling debug logging first. I think in my case, eval-related things are usually to do with scrips or templates. I don't think any of mine are 829 lines long though, as your warning suggests. On 28 Jan 2015 2:47 am, Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: Hi all, if I have a row like this in the log: [26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1) how do I know which is the object involved? Thank you in advance. Cris
Re: [rt-users] problem in RT
That is very strange. User root should not redirect to Self Service. Perhaps your DB has in fact been corrupted somehow. Maybe someone else can offer another solution. On 28 Jan 2015 1:03 am, Shahab Sharifzadeh sshgu...@ymail.com wrote: I have to say that by your solution i could change and edit the word username to user in login page but after this, every user (even root) i have redirected to selfservice page. i think that every user even ROOT change to the unpreviledge user or my connection to DB was disconnected. On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh sshgu...@ymail.com wrote: Hi I do everything that you say and i do your instructions but my problem is yet. Your solution didnt work correctly for me,please give me another solution.
Re: [rt-users] problem in RT
You have raised two separate problems. I have answered both. Please follow my other instructions regarding rights. On 27 Jan 2015 8:45 pm, Shahab Sharifzadeh sshgu...@ymail.com wrote: hi I have done the following things: 1- Copy /usr/share/request-tracker4/html/Elements/login.html to /usr/local/share/request-tracker4/html/Elements/login.html 2- Modify /usr/local/share/request-tracker4/html/Elements/login.html as desired. 3- Clean the Mason Cache and restart. but so forward to Selfservice page whenever login to rt. help me plz... On Sunday, January 18, 2015 2:13 PM, Alex Peters a...@peters.net wrote: To change the HTML of the Login page: 1. Copy share/html/Elements/Login.html to local/share/html/Elements/Login.html. 2. Modify local/share/html/Elements/Login.html as desired. 3. Clean the Mason cache http://requesttracker.wikia.com/wiki/CleanMasonCache and restart RT to see your changes. To make an RT user privileged, log into RT as a superuser (such as root) and tick the Let this user be granted rights (Privileged) option for the user to be privileged (Admin Users Select user). Note that RT user rights/privileges and UNIX permissions are different things. As such, you should not be giving your RT_SiteConfig.pm file executable permissions. On 18 January 2015 at 21:37, Shahab Sharifzadeh sshgu...@ymail.com wrote: If I understand you correctly, you need to make your user privileged. Unprivileged users are forced to use the Self Service area. I don't know what you mean by 'edit username to user'. Are you trying to change the visible wording on the login page? Yes i want to change visible wording on the login page. i have changed permission RT_SitecConfig.pm (775 777) but it doesn't work. what i have to do?
Re: [rt-users] RT Installation
Which part of the installation documentation is causing you trouble? What type of system are you installing on? On 28 Jan 2015 7:06 am, Hábner Teixeira Costa hab...@outlook.com wrote: Why RT and RTIR are so hard to install and work properlly? I dont know perl but and I’d like an easy way to install RT. Can anybody send me a “how to”? *Hábner*
Re: [rt-users] about signatures
You can use RT templates to add custom signatures to outgoing mail. The
template can read details for the user generating the mail, and output them
in any manner that you wish.
First, you would need to ensure that the necessary information is entered
into each user's account (Admin Users Select).
Second, you would need to create a template (or modify an existing one) to
call on various elements like:
{ $Transaction-CreatorObj-Name }
{ $Transaction-CreatorObj-WorkPhone }
You might want to include logic to omit the fields (and possibly log an
error to RT's log) if they are empty for a particular user.
Other methods on the CreatorObj are available here:
https://www.bestpractical.com/docs/rt/4.2/RT/User.html
I don't have an easy answer for moving the quoted text beneath the
signature. As a desperate measure, your template could try to detect the
beginning of quoted text and truncate all content after it. There might be
a big risk of truncating actual non-quoted content though.
On 21 January 2015 at 17:47, Eierschmalz, Bernhard
bernhard.eierschm...@scheppach.com wrote:
Hello,
I have 2 questions about signatures.
1. For our “non-request-tracker”-mails I have a HTML-Template, to
standardize all our outgoing email signatures (on the email server runs a
program that attaches the template with filled in parameters for name phone
number etc. to every email)
is it possible to use a HTML-Template like this also for emails sent
through request tracker? (the problem is, the software only sees one email
address for each queue, so I need to generate the signature directly in RT.
2. In the moment our signatures are attached under the quoted text;
many customers complain about this. Is it possible to place the signature
between message and quoted text?
By the way: we use RT 4.2.8
Best regards,
Bernhard
Re: [rt-users] Postfix can not send email
When I send mail through my RT installation with RT's debug logging enabled, I get a dump of several email headers, including To, CC and BCC headers. As far as I can tell, I've only had to define one RT_SiteConfig setting: Set($LogToFile, 'debug'); Can you please confirm that you're getting [debug] lines in your RT log? The purpose of this is to see what headers RT is actually outputting, and hence determine whether this is an RT issue or a Postfix issue. On 22 January 2015 at 21:19, leandro.gs leandrog...@gmail.com wrote: If I try to open a Ticket by email, I can get the autoreply mail, but if I try to change the status of my ticket, this is what I got: In the /var/log/maillog: Looking in /opt/rt4/var/log/rt.log I get nothing about email, only some debug info from RTx-Calendar. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Postfix-can-not-send-email-tp59397p59410.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Postfix can not send email
What do RT's debug logs show when an email is generated? On Thu, 22 Jan 2015 2:39 am leandro.gs leandrog...@gmail.com wrote: Hey! I have seen a lot of questions about this, but none of the answers helped me with this issue. Here's the problem, I have an external dedicated email server and I'm using fetchmail to get this emails so RT can proccess it. RT can send email notifications to the users and I'm trying to do so using postfix. Here follows my main.cf file: When I monitor the maillog, I can see that the notifications are sent from the correct mail, but the destination keep going wrong (r...@correio.incaper.es.gov.br) does anyone know how to sent the emails to the requestors, Cc and AdminCc? -- View this message in context: http://requesttracker.8502.n7. nabble.com/Postfix-can-not-send-email-tp59397.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Scrip for adding to the custom field based on another CF
You should move your scrip code from the Prepare box to the Commit box.
Making changes to tickets in the Prepare stage of a transaction can cause
unintended side effects and is not recommended.
On Thu, 22 Jan 2015 2:07 am Kevin Squire gentg...@wikiak.org wrote:
I have a scrip currently that checks for status change from X-- Y and if
true, adds an entry to the Custom Field RMA Num. It adds our RMA number,
which is really just RMA-$RT_Ticket_Number
They have asked me to change the number based on another CF RMA TYPE.
If the RMA type = Student Withdrawl they want the RMA number to be
appended with WD
My perl skills are limited to copy/paste and tweaking existing so I
would like a little bit of help with my If/Then statement. The idea being:
IF CustomField{RMA Type} = Student Withdrawl
THEN $Append = -WD
ELSE $Append =
Then in the current line (below)
my $Value = RMA- . $Num ;
would be changed to
my $Value = RMA- . $Num . $Append ;
*Custom action preparation code:*
# Define the Custom Field to Act on
my $CFName = RMA Num;
#Get the RT Ticket Number
my $Num = $self-TicketObj-id();
# Define the desired value for the CF
my $Value = RMA- . $Num ;
$self-TicketObj-AddCustomFieldValue( Field = $CFName, Value = $Value );
return 1;
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
Re: [rt-users] Scrip for adding to the custom field based on another CF
Sorry, yes, that one. There are some preview operations that run the prepare code on the assumption that nothing will change. In such circumstances, your custom field would be set even before someone hits the Update button. It's always best not to have the Prepare code make any changes. The cleanup box should probably be renamed, since everywhere else it seems to be known as commit. The distinction would be clearer. The commit code won't run unless the prepare code returns a true value, so in that box you could write 1; to ensure that the commit code always runs. On Thu, 22 Jan 2015 9:16 am Kevin Squire gentg...@wikiak.org wrote: I was not aware of this. When you say Commit box, are you referring to the Custom action cleanup code box? On Wed, 21 Jan 2015 21:35:47 + Alex Peters a...@peters.net wrote: You should move your scrip code from the Prepare box to the Commit box. Making changes to tickets in the Prepare stage of a transaction can cause unintended side effects and is not recommended. -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility
Re: [rt-users] RT eats table-tags in html-emails
HTML tables are mostly displaying as expected on my installation (ignoring missing images and CSS). I'm running v4.2.7 though; I guess it's possible that a regression has occurred in a later version. There are no other relevant settings in my RT_SiteConfig.pm file, and I'm 90% sure that I didn't add any special flags when I ran the configure script. Looking at the code, HTML::Gumbo would be ignored if it failed to install properly for some reason. Are you seeing anything interesting in RT's debug logs? I remember having to grab a very fresh HTML::Gumbo version because of some installation issue I encountered with an older (but still somewhat recent) one. Lastly, you've probably already done this, but for the sake of documentation, RT would need to be restarted after the installation of this module. On 19 January 2015 at 18:56, Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: I have both already set. Is it working in your system? Did you need to add something to the config command line? -- *Da:* Alex Peters a...@peters.net a...@peters.net *Inviato:* Mon Jan 19 2015 08:48:45 GMT+0100 (CET) *A:* rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com *Cc:* Guadagnino Cristiano guadagnino.cristi...@creval.it guadagnino.cristi...@creval.it *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails Looking at the RT_Config documentation, I think you might need to enable the $TrustHTMLAttachments setting. I know I've enabled that in my local installation. You might also need to increase the $MaxInlineBody setting from its default of 12,000 bytes (or set it to 0 to disable size limiting altogether), since things with HTML tables in my experience tend to frequently exceed that limit. On 19 January 2015 at 18:41, Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: I did this while upgrading to 4.2.9 but nothing changed in the dispplay of html tables. Is there something more that needs to be done? IIRC this is not very well documented... just a note among the release notes. T.I.A. Cris -- *Da:* Alex Peters a...@peters.net a...@peters.net *Inviato:* Sat Jan 17 2015 01:09:38 GMT+0100 (CET) *A:* k...@rice.edu k...@rice.edu k...@rice.edu, vinz vinzenz.sinap...@tracetronic.de vinzenz.sinap...@tracetronic.de *Cc:* rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails Another solution in recent versions of RT is to install the HTML::Gumbo module from CPAN, which should automatically enable correct display of all HTML in tickets without any coding.
Re: [rt-users] RT eats table-tags in html-emails
Looking at the RT_Config documentation, I think you might need to enable the $TrustHTMLAttachments setting. I know I've enabled that in my local installation. You might also need to increase the $MaxInlineBody setting from its default of 12,000 bytes (or set it to 0 to disable size limiting altogether), since things with HTML tables in my experience tend to frequently exceed that limit. On 19 January 2015 at 18:41, Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: I did this while upgrading to 4.2.9 but nothing changed in the dispplay of html tables. Is there something more that needs to be done? IIRC this is not very well documented... just a note among the release notes. T.I.A. Cris -- *Da:* Alex Peters a...@peters.net a...@peters.net *Inviato:* Sat Jan 17 2015 01:09:38 GMT+0100 (CET) *A:* k...@rice.edu k...@rice.edu k...@rice.edu, vinz vinzenz.sinap...@tracetronic.de vinzenz.sinap...@tracetronic.de *Cc:* rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails Another solution in recent versions of RT is to install the HTML::Gumbo module from CPAN, which should automatically enable correct display of all HTML in tickets without any coding.
Re: [rt-users] problem in RT
To change the HTML of the Login page: 1. Copy share/html/Elements/Login.html to local/share/html/Elements/Login.html. 2. Modify local/share/html/Elements/Login.html as desired. 3. Clean the Mason cache http://requesttracker.wikia.com/wiki/CleanMasonCache and restart RT to see your changes. To make an RT user privileged, log into RT as a superuser (such as root) and tick the Let this user be granted rights (Privileged) option for the user to be privileged (Admin Users Select user). Note that RT user rights/privileges and UNIX permissions are different things. As such, you should not be giving your RT_SiteConfig.pm file executable permissions. On 18 January 2015 at 21:37, Shahab Sharifzadeh sshgu...@ymail.com wrote: If I understand you correctly, you need to make your user privileged. Unprivileged users are forced to use the Self Service area. I don't know what you mean by 'edit username to user'. Are you trying to change the visible wording on the login page? Yes i want to change visible wording on the login page. i have changed permission RT_SitecConfig.pm (775 777) but it doesn't work. what i have to do?
Re: [rt-users] RT eats table-tags in html-emails
Another solution in recent versions of RT is to install the HTML::Gumbo
module from CPAN, which should automatically enable correct display of all
HTML in tickets without any coding.
On Sat, 17 Jan 2015 1:11 am k...@rice.edu k...@rice.edu wrote:
On Fri, Jan 16, 2015 at 06:49:05AM -0700, vinz wrote:
RT is pruning the table, td and tr -tags from emails when you look at
them at
the Ticket/Display.html -page, is there a way to stop RT from doing this?
I tried enabling Rich text (HTML) in my preferences and looked at
\share\html\Elements\ShowMessageStanza but I'm just a beginner when it
comes
to perl.
I'm currently on RT 4.2.6 and use apache, mod_fcgi and nginx as a reverse
proxy.
Thanks in advance,
vinz
Hi Vinz,
You need to adjust the allowed tags in the HTML::Scrubber object by adding
a
Web_Local.pm:
https://www.bestpractical.com/docs/rt/4.2/RT/Interface/Web.html
Here is what I am using because I wanted to allow the tables to have
colors:
package HTML::Mason::Commands;
# Let tables through
push @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH);
# Allow bgcolor to be set
$SCRUBBER_ALLOWED_ATTRIBUTES{bgcolor} = '^\s*\#[a-fA-F0-9]{3,6}\s*';
1;
Make sure to set the option in your RT_SiteConfig.pm
Set($TrustHTMLAttachments, 1);
I think that is all I needed to do. Then restart after clearing your Mason
cache.
Regards,
Ken
Re: [rt-users] setting a password for a user
When you say in your original message that you seem to be required to change your own password in order to change someone else's, can you please describe what is being shown to you in RT's interface at that point? I'm still expecting that you're being shown three password entry boxes on users' Modify pages when you're logged in. One should be asking for your password, and the other two should be asking for that user's new password. What's being shown to you if that's incorrect? On Sat, 17 Jan 2015 6:56 am Boris Epstein borepst...@gmail.com wrote: Alex, I finally resolved the issue by setting up the password for use root using this command: perl -I/opt/rt4/local/lib -I/opt/rt4/lib \ -MRT -MRT::User \ -e'RT::LoadConfig();RT::Init(); my $u = RT::User-new($RT::SystemUser); $u-Load(root); $u-SetPassword(secret)' borrowed from here: http://requesttracker.wikia.com/wiki/RecoverRootPassword and then logging in as root. As soon as I did I saw the tabs for password entry and was able to set a password for the user in question. I guess the question still remains, what is the rational behind me being unable to do so just as a user with admin privileges. Thanks. Boris. On Fri, Jan 16, 2015 at 9:34 AM, Boris Epstein borepst...@gmail.com wrote: Hi Alex, Thanks for the reply. We actually do import passwords from LDAP for users that are in LDAP. But is it possible to also have users who are not in LDAP - and be able to change their passwords? I am sorry, I must be missing something but I still don't quite see the logic of the arrangement in place. Cheers, Boris. On Thu, Jan 15, 2015 at 11:34 PM, Alex Peters a...@peters.net wrote: The discussion thread you've linked to concerns LDAP, and doesn't seem relevant to your case. If you have the correct privileges (which you seem to), the Modify screen for another user will have three password boxes: the top one for you to confirm your password, and the bottom two to actually change the user's password. I assume that the requirement to enter your own password at this stage is for added security, i.e. to prevent someone else using your logged-in account to gain access to other people's accounts. Does this resolve things? On 16 January 2015 at 14:27, Boris Epstein borepst...@gmail.com wrote: Hello all, I am a user who has administrative privileges within my RT installation. That is usually enough but now an situation has come up that I need to alter an RT password for a user and it has turned out that I need to do that but can't - at least not easily. Here is a discussion I found on the topic: http://www.gossamer-threads.com/lists/rt/users/99177 So it looks like I need to either create/activate user root and create a password for that user (not sure exactly how to do that) or I need to change my own password - why should I? At any rate, any insight into what the logic is behind things being this way would be very helpful. Same for practical advice on how to set things up in such a way that admin users can modify other users' passwords by default though the web GUI. Thanks in advance. Cheers, Boris.
Re: [rt-users] Upgrade of RT
Perform a mysqldump of the old database, and import it into a new location as is. Follow the instructions included with RT for a new installation, ignoring the database steps. Add the new database connection details to your new installation's RT_SiteConfig.pm file (ensuring that the $DatabaseAdmin value is set appropriately). Run sbin/rt-setup-database from the root of the new RT installation with the appropriate options (including --action upgrade). See --help. When I upgrade, I tend to follow the steps above rather than upgrading in place like RT's instructions suggest. On Fri, 16 Jan 2015 12:53 am Iain Vowles iain.vow...@mcgill.ca wrote: Hi, We are new to the whole RT upgrading game and would like to do the following: · A clean install the new RT 4.2.9 on a new server (server is already configured with the correct Apache (2.2.15), Perl (5.10.1), and MySQL (5.1.73)) · Export the MySQL data from our old RT server - version 3.6.11 · Import the data to the new 4.2.9 version Can someone let us know how to go about this. Many Thanks, Iain Vowles *Iain Vowles* | Senior Analyst, Information Services/ Analyst Senior, Services d’Information *Université McGill University* | University Advancement / Avancement universitaire 1555, rue Peel, # 937 | Montréal (Québec) Canada H3A 3L8 *T* 514.398.8098 | *C* 514.443.0328 | *E* *iain.vow...@mcgill.ca iain.vow...@mcgill.ca* *McGill* http://www.mcgill.ca | *AOC* http://aoc.mcgill.ca/ | *Facebook* https://www.facebook.com/McGillUniversityAlumni | *Twitter* http://twitter.com/McGillAlumni | *LinkedIn* http://www.linkedin.com/groups?home=gid=49847trk=anet_ug_hm | *Give now / Faire un don* https://www.alumni.mcgill.ca/aoc/online-giving/step1.php?new=1 https://www.alumni.mcgill.ca/aoc/online-giving/step1.php?new=1 *This message is confidential.* *If you are not the person to whom it is addressed, please alert us as soon as possible and delete it immediately. If you are not the correct addressee, any disclosure, copying or other distribution of this message is strictly prohibited.* */ Ce message est confidentiel.* *Si vous n’êtes pas la personne à laquelle il est destiné veuillez nous en aviser le plus tôt possible et le détruire immédiatement. Si ce message ne vous est pas destiné, il vous est strictement interdit de divulguer, de copier ou de distribuer le contenu de ce message par quelque moyen que ce soit.*
Re: [rt-users] setting a password for a user
The discussion thread you've linked to concerns LDAP, and doesn't seem relevant to your case. If you have the correct privileges (which you seem to), the Modify screen for another user will have three password boxes: the top one for you to confirm your password, and the bottom two to actually change the user's password. I assume that the requirement to enter your own password at this stage is for added security, i.e. to prevent someone else using your logged-in account to gain access to other people's accounts. Does this resolve things? On 16 January 2015 at 14:27, Boris Epstein borepst...@gmail.com wrote: Hello all, I am a user who has administrative privileges within my RT installation. That is usually enough but now an situation has come up that I need to alter an RT password for a user and it has turned out that I need to do that but can't - at least not easily. Here is a discussion I found on the topic: http://www.gossamer-threads.com/lists/rt/users/99177 So it looks like I need to either create/activate user root and create a password for that user (not sure exactly how to do that) or I need to change my own password - why should I? At any rate, any insight into what the logic is behind things being this way would be very helpful. Same for practical advice on how to set things up in such a way that admin users can modify other users' passwords by default though the web GUI. Thanks in advance. Cheers, Boris.
Re: [rt-users] a few trivial questions about tickets
I believe that custom fields will appear on the comment/resolve page if they are set up as transaction custom fields instead of ticket custom fields. I don't know whether this is suitable for your needs though. Is it acceptable in your case for one ticket to have multiple Git commit values? If not, this is probably not a solution for you. I don't think that there are any settings to make custom fields display conditionally depending on the specific action being taken, but you could possibly write callbacks to achieve this. Ticket progress can be tracked by setting time estimated (and/or time left) and updating time worked as progress is made. If you explicitly want to display a percentage, you'd probably need to create a custom field. For me, when I've wanted to monitor progress of a ticket at a closer level than just not done yet and done, I've split the work into multiple child tickets instead. It's very easy to see from a parent ticket how many child tickets still require completion, and then there's no need to remember to manually update time worked/completion percentage values—if three out of five child tickets are crossed out, the parent ticket is more or less 60% done. On 15 January 2015 at 22:07, Luca Ferrari fluca1...@infinito.it wrote: Hi all, first of all I'm using rt just from a few weeks, and I find it great. I come from 2+ years of redmine usage, so apologize me if the questions are trivial, but I'm not able to find the right answer in the documentation. I've added a few custom fields to my ticket definition, for example git commit, but I'm able to see the custom fields only when creating a ticket or editing in jumbo mode. I cannot see them for instance when resolving a ticket (i.e., Action-Resolv), which for some of them makes much more sense. Therefore, taking git commit as an example, is there a way to tie such field to appear only when a specific action is executed against a ticket? Moreover, is there any progress meter to attach to tickets or should I define it as custom field? Last question: is there a short way to place a named saved search in a menu or on the dashboard so that I can launch it quickly without having to go to Search-Tickets-New Search? What I'd like to do is the quick switch between open tickets and all tickets to see also resolved ones. Thanks for the time.
Re: [rt-users] problem in RT
What are you changing the permissions from? What is the file's owning user/group? It sounds like something is repeatedly changing the permissions on this file. To my knowledge, RT doesn't do that. Is someone else logging in and doing it? Do you have some sort of cron job or automated system configuration toolkit running on the system (e.g. Puppet, Ansible, Chef, Salt)? What user does RT run as? If you change ownership of this file to that user, you should find that you don't need to keep resetting the permissions to something overly generous. Still, it would be good to understand what's actually repeatedly touching your config file— especially if it's something automated, because that would need correcting. On Thu, 15 Jan 2015 9:43 pm Lorraine Johnson rrainey...@gmail.com wrote: I change the permissions to 775 then it's able to connect to db and work thanks On Wed, Jan 14, 2015 at 10:40 PM, Alex Peters a...@peters.net wrote: To be clear, the UNIX permissions of that file are changing almost every morning? What are they changing to in order to cause RT to fail, and what are you changing them back to? On Thu, 15 Jan 2015 3:19 am Lorraine Johnson rrainey...@gmail.com wrote: This happens mostly in the mornings when i go to the office, even before the day's work starts. On Wed, Jan 14, 2015 at 1:35 PM, Alex Peters a...@peters.net wrote: It sounds like something is repeatedly modifying the permission of your RT_SiteConfig.pm file such that RT can't read it. I don't think RT would be doing that. How often is this happening for you? Are you performing any particular steps before this occurs? On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson rrainey...@gmail.com wrote: Hello, I have this issue with my RT most often the RT looses connectivity the RT database and when that happens I have to change the permission of the file RT_SitecConfig.pm in the /opt/rt4/etc folder. I want to fix that problem once and for all, please help thanks for your attention On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters a...@peters.net wrote: If I understand you correctly, you need to make your user privileged. Unprivileged users are forced to use the Self Service area. I don't know what you mean by 'edit username to user'. Are you trying to change the visible wording on the login page? On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh sshgu...@ymail.com wrote: Hi When I change the login page ( for example I want to edit username to user ) I have a problem, when I want to login to RT with every device I have redirected to selfservice automatically. Please help me that why this happened? Thanks for your attention.
Re: [rt-users] a few trivial questions about tickets
To place a named saved search on the main page, go into your RT at a glance settings by clicking the Edit link in the top right corner. If your user has the correct saved search privileges, you can simply add any existing search to one of the columns. On 15 January 2015 at 22:07, Luca Ferrari fluca1...@infinito.it wrote: Hi all, first of all I'm using rt just from a few weeks, and I find it great. I come from 2+ years of redmine usage, so apologize me if the questions are trivial, but I'm not able to find the right answer in the documentation. I've added a few custom fields to my ticket definition, for example git commit, but I'm able to see the custom fields only when creating a ticket or editing in jumbo mode. I cannot see them for instance when resolving a ticket (i.e., Action-Resolv), which for some of them makes much more sense. Therefore, taking git commit as an example, is there a way to tie such field to appear only when a specific action is executed against a ticket? Moreover, is there any progress meter to attach to tickets or should I define it as custom field? Last question: is there a short way to place a named saved search in a menu or on the dashboard so that I can launch it quickly without having to go to Search-Tickets-New Search? What I'd like to do is the quick switch between open tickets and all tickets to see also resolved ones. Thanks for the time.
Re: [rt-users] problem in RT
To be clear, the UNIX permissions of that file are changing almost every morning? What are they changing to in order to cause RT to fail, and what are you changing them back to? On Thu, 15 Jan 2015 3:19 am Lorraine Johnson rrainey...@gmail.com wrote: This happens mostly in the mornings when i go to the office, even before the day's work starts. On Wed, Jan 14, 2015 at 1:35 PM, Alex Peters a...@peters.net wrote: It sounds like something is repeatedly modifying the permission of your RT_SiteConfig.pm file such that RT can't read it. I don't think RT would be doing that. How often is this happening for you? Are you performing any particular steps before this occurs? On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson rrainey...@gmail.com wrote: Hello, I have this issue with my RT most often the RT looses connectivity the RT database and when that happens I have to change the permission of the file RT_SitecConfig.pm in the /opt/rt4/etc folder. I want to fix that problem once and for all, please help thanks for your attention On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters a...@peters.net wrote: If I understand you correctly, you need to make your user privileged. Unprivileged users are forced to use the Self Service area. I don't know what you mean by 'edit username to user'. Are you trying to change the visible wording on the login page? On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh sshgu...@ymail.com wrote: Hi When I change the login page ( for example I want to edit username to user ) I have a problem, when I want to login to RT with every device I have redirected to selfservice automatically. Please help me that why this happened? Thanks for your attention.
Re: [rt-users] problem in RT
It sounds like something is repeatedly modifying the permission of your RT_SiteConfig.pm file such that RT can't read it. I don't think RT would be doing that. How often is this happening for you? Are you performing any particular steps before this occurs? On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson rrainey...@gmail.com wrote: Hello, I have this issue with my RT most often the RT looses connectivity the RT database and when that happens I have to change the permission of the file RT_SitecConfig.pm in the /opt/rt4/etc folder. I want to fix that problem once and for all, please help thanks for your attention On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters a...@peters.net wrote: If I understand you correctly, you need to make your user privileged. Unprivileged users are forced to use the Self Service area. I don't know what you mean by 'edit username to user'. Are you trying to change the visible wording on the login page? On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh sshgu...@ymail.com wrote: Hi When I change the login page ( for example I want to edit username to user ) I have a problem, when I want to login to RT with every device I have redirected to selfservice automatically. Please help me that why this happened? Thanks for your attention.
Re: [rt-users] problem in RT
If I understand you correctly, you need to make your user privileged. Unprivileged users are forced to use the Self Service area. I don't know what you mean by 'edit username to user'. Are you trying to change the visible wording on the login page? On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh sshgu...@ymail.com wrote: Hi When I change the login page ( for example I want to edit username to user ) I have a problem, when I want to login to RT with every device I have redirected to selfservice automatically. Please help me that why this happened? Thanks for your attention.
Re: [rt-users] Auto Create Ticket Scrip
A user-defined action will do nothing if the corresponding custom action
code boxes are empty. (That should probably actually trigger an error.)
Setting your scrip's action to Create Tickets should have your scrip
working as expected.
You can also use queue names in create-ticket templates if you'd prefer the
template to be a little more self-explanatory.
On 11 January 2015 at 08:00, Trev tre...@onepost.net wrote:
Hi all,
4.2.4 on Debian
Created a scrip that calls a custom template to create a ticket in a
queue when another ticket is created. Seems easy enough, but I am having a
little bit of difficulty implementing it.
So this is applied to a queue that I am opening tickets selecting... no
'auto tickets' are creating.
What am I doing wrong or missing?
Thanks!
The Scrip:
- Description: New User - Auto Create Tickets
- Condition:On Create
- Action:User Defined (I've toggled this back and forth from
Open Tickets to User Defined)
- Template:New User - Tickets
- The 3 boxes below are EMPTY (custom conditions, prep and action...)
The Template:
- Name: New User - Tickets
- Description:
- Type: Perl (default)
===Create-Ticket: IT Security Modifications
Queue = 14
Subject: Access for {$Tickets{'TOP'}-Subject()}
Owner: {$Tickets{'TOP'}-Owner()}
Depended-On-By: {$Tickets{'TOP'}-Id()}
Content: Please attach approved changes for further approvals and
implementation.
ENDOFCONTENT
Re: [rt-users] dealing with aftermath of upgrade from 4.0 to 4.2 : no value sent for required parameter 'Object' error message
When you say no scary error messages, does that mean that you still encountered some messages? The file /opt/rt4/local/html/Ticket/Elements/ShowSummary is a custom override, most definitely copied from an earlier RT version. You will need to identify what that override achieves differently to the stock version, and either copy those changes into a copy of RT v4.2.9's equivalent file, write those changes into a callback instead, or just delete the file altogether if it doesn't seem to bring any benefit. Altering the Makefile directly should never be needed; you should be able to pass options to the configure script instead. On Tue, 30 Dec 2014 8:47 pm Ruben m...@osfux.nl wrote: Hi, I'm in the process of upgrading an RT4 installation to the latest release (and after that: to do some performance upgrading). If I upgrade RT4.0.22 to RT4.2.9 the installation starts suffering from multiple errors. The result of the upgrade is clickable and most of RT seems to be working. I'm hoping that some pointers from people that are more savvy to RT4's internals will help me resolve the issues I am facing. The upgrade has been performed on a cloned VM (ubuntu 12). There - unfortunately - were/are no scary error messages encountered during the upgrade. When we try to verify the upgrade it quickly becomes apparent that : Clicking on Display ( the generated URL being : https://tickets.quanza.net/Ticket/Display.html?id=XXX where XXX is the tickets ID) for an individual ticket results in this entry in the logfile: [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in concatenation (.) or string at */opt/rt4/sbin/*../lib/RT/Interface/Web.pm line 1884. (*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:1883) [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in concatenation (.) or string at */opt/rt4/sbin/*../lib/RT/Interface/Web.pm line 1884. (*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:1883) [2334] [Wed Dec 24 15:05:40 2014] [error]: no value sent for required parameter 'Object' Stack: [/opt/rt4/local/html/Ticket/Elements/ShowSummary:98] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/local/html/Ticket/Elements/ShowSummary:99] [/opt/rt4/share/html/Ticket/Display.html:62] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Ticket/Display.html:63] [/opt/rt4/share/html/Ticket/autohandler:66] [*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:681] [*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:369] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/lib/RT/Interface/Web/Handler.pm:208) I think it might have something to do with this comment: MakeClicky handlers added via a callback are now passed an object key in the parameter hash instead of ticket. The object may be any RT::Record subclass. on https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html , but I'm really kind of in the dark here. The steps performed (on the clone of my current RT4 setup) were: === wget https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz tar -xvf rt-4.2.9.tar.gz cd rt-4.2.9 service apache2 stop make testdeps make fixdeps altering Makefile to fit our user-setup: RTGROUP = rt WEB_USER = www-data WEB_GROUP = rt make upgrade make upgrade-database rm -fr /opt/rt4/var/mason_data/obj sed -i 's/LogToScreen/LogToSTDERR/g' /opt/rt4/etc/RT_SiteConfig.pm chown www-data:rt /opt/rt4/var/data/gpg service apache2 start I'm apologizing for asking the obvious if I really should have been heeding instructions that are available more closely (please feel free to point that out very blatantly :P). Any insights / thoughts on what might be going wrong here would be greatly appreciated (if any more information is required: i'm happy to provide it)! Kind regards, Ruben
Re: [rt-users] warning message on set ReferTo
results. (/opt/rt4/lib//RT/Ticket.pm:2588)
*From:* Alex Peters [mailto:a...@peters.net a...@peters.net]
*Sent:* Wednesday, December 17, 2014 2:31 PM
*To:* Payam Poursaied; rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] warning message on set ReferTo
I can't see any obvious problems based on your error messages.
There seems to be a typo in the code. Is that directly copied from your
script?
Have you considered enabling debugging from within your script?
On Thu, 18 Dec 2014 5:04 am Payam Poursaied m...@payam124.com wrote:
Hi All
I have created a script which has below command to create a link
$Ticket-AddLink(Type='RefersTo',Target=$pticket_id,RecordTransactiosn=0)
;
When I run the script ReferTo link created, but I got below warning as
well.
RT version 4.2.8
And line 149 of 02.pl is exit line.
Any idea?
[85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648)
couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line
602.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648),
SELECT * FROM Tickets WHERE id = ?, 3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line
1234
DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0),
SELECT * FROM Tickets WHERE id = ?, 3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line
1153
DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), id,
3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm
line 120
DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80e255cf
0), id, 3311056) called at /opt/rt4/lib//RT/Record.pm line 396
RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), id, 3311056)
called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm
line 1168
DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80e255cf0),
3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146
RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at
/opt/rt4/lib//RT/Ticket.pm line 2581
RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
called at /opt/rt4/lib//RT/Ticket.pm line 2569
RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
called at /opt/rt4/lib//RT/Ticket.pm line 2639
RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl
line 149
eval {...} called at 02.pl line 149
(/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
Re: [rt-users] Help with Templates
Simply copy everything between (and including) the outermost curly braces
in the location where you'd like a comma-separated list of ticket numbers
to appear.
Basically any curly brace construct will be replaced with something else
when the template is evaluated.
On 17 December 2014 at 18:36, Thomas Westlund tho...@westlund.no wrote:
Hi,
Thanks for your reply
I'm fairly new RT an my perl skills at not to good either.
How would I go about outputting this in a template?
--
Thomas
On 17. des. 2014, at 00.28, Alex Peters a...@peters.net wrote:
You're getting an RT::Links instance, which is an iterator. I've used
something like this with success:
Related ticket IDs: {
my @refers_to_ids;
my $refers_to = $Ticket-RefersTo;
while (my $link = $refers_to-Next) {
next unless $link-BaseURI-IsLocal; # skip over non-ticket links
push @refers_to_ids, $link-BaseObj-id;
}
return join(q{, }, map { #$_ } sort @refers_to_ids;
}
On 17 December 2014 at 07:51, Thomas Westlund tho...@westlund.no wrote:
Hi,
I want to display the ID of related Tickets in my template
I tried using this {$Ticket-RefersTo}
But that just returns RT::Links=HASH(0x7f6dc46f7d20)
How can I expand this to the ID of the related object?
Regards
--
Thomas
Re: [rt-users] Help with Templates
Sorry, there's a missing closing bracket on the return line. It should be
this:
return join(q{, }, map { #$_ } sort @refers_to_ids);
On 17 December 2014 at 22:38, Thomas Westlund tho...@westlund.no wrote:
Hi,
There seems to be an error in the code:
This is my complete template
=== CUT HERE ==
Subject: Ordrestatus: { $Ticket-SubjectTag }
Hei,
Her kommer ditt tilbud.
Vennligst behold:
{ $Ticket-SubjectTag }
emnefeltet ved fremtidig korrespodanse i denne saken.
Mvh,
Kvantel AS
{$Ticket-QueueObj-CorrespondAddress()}
---
Related ticket IDs:
{
my @refers_to_ids;
my $refers_to = $Ticket-RefersTo;
while (my $link = $refers_to-Next) {
next unless $link-BaseURI-IsLocal;
push @refers_to_ids, $link-BaseObj-id;
}
return join(q{, }, map { #$_ } sort @refers_to_ids;
}
=== CUT HERE ==
When I try to save this template, I get the following error:
· *Template Tilbud: Content updated*
· *Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to
= $Ticket-RefersTo; while (my $link = $refers_to-Next) { next unless
$link-BaseURI-IsLocal; } return join(q{, }, map { #$_ } sort
@refers_to_ids; ': syntax error at template line 28*
--
Regards
Thomas
*Fra:* Alex Peters [mailto:a...@peters.net]
*Sendt:* 17. desember 2014 11:57
*Til:* Thomas Westlund
*Kopi:* rt-users@lists.bestpractical.com
*Emne:* Re: [rt-users] Help with Templates
Simply copy everything between (and including) the outermost curly braces
in the location where you'd like a comma-separated list of ticket numbers
to appear.
Basically any curly brace construct will be replaced with something else
when the template is evaluated.
On 17 December 2014 at 18:36, Thomas Westlund tho...@westlund.no wrote:
Hi,
Thanks for your reply
I'm fairly new RT an my perl skills at not to good either.
How would I go about outputting this in a template?
--
Thomas
On 17. des. 2014, at 00.28, Alex Peters a...@peters.net wrote:
You're getting an RT::Links instance, which is an iterator. I've used
something like this with success:
Related ticket IDs: {
my @refers_to_ids;
my $refers_to = $Ticket-RefersTo;
while (my $link = $refers_to-Next) {
next unless $link-BaseURI-IsLocal; # skip over non-ticket links
push @refers_to_ids, $link-BaseObj-id;
}
return join(q{, }, map { #$_ } sort @refers_to_ids;
}
On 17 December 2014 at 07:51, Thomas Westlund tho...@westlund.no wrote:
Hi,
I want to display the ID of related Tickets in my template
I tried using this {$Ticket-RefersTo}
But that just returns RT::Links=HASH(0x7f6dc46f7d20)
How can I expand this to the ID of the related object?
Regards
--
Thomas
Re: [rt-users] Help with Templates
I personally don't have experience with assets, but hopefully someone else
on the list can assist you with modifying that code to list assets (or give
you code to list them separately).
On 17 December 2014 at 22:56, Thomas Westlund tho...@westlund.no wrote:
Thanx, that did the trick. This is really helpful ;-)
This code only prints related tickets, what if the related object is an
Asset? Is it possible to print the id of that as well?
--
Thomas
*Fra:* Alex Peters [mailto:a...@peters.net]
*Sendt:* 17. desember 2014 12:42
*Til:* Thomas Westlund
*Kopi:* rt-users@lists.bestpractical.com
*Emne:* Re: [rt-users] Help with Templates
Sorry, there's a missing closing bracket on the return line. It should be
this:
return join(q{, }, map { #$_ } sort @refers_to_ids);
On 17 December 2014 at 22:38, Thomas Westlund tho...@westlund.no wrote:
Hi,
There seems to be an error in the code:
This is my complete template
=== CUT HERE ==
Subject: Ordrestatus: { $Ticket-SubjectTag }
Hei,
Her kommer ditt tilbud.
Vennligst behold:
{ $Ticket-SubjectTag }
emnefeltet ved fremtidig korrespodanse i denne saken.
Mvh,
Kvantel AS
{$Ticket-QueueObj-CorrespondAddress()}
---
Related ticket IDs:
{
my @refers_to_ids;
my $refers_to = $Ticket-RefersTo;
while (my $link = $refers_to-Next) {
next unless $link-BaseURI-IsLocal;
push @refers_to_ids, $link-BaseObj-id;
}
return join(q{, }, map { #$_ } sort @refers_to_ids;
}
=== CUT HERE ==
When I try to save this template, I get the following error:
· *Template Tilbud: Content updated*
· *Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to
= $Ticket-RefersTo; while (my $link = $refers_to-Next) { next unless
$link-BaseURI-IsLocal; } return join(q{, }, map { #$_ } sort
@refers_to_ids; ': syntax error at template line 28*
--
Regards
Thomas
*Fra:* Alex Peters [mailto:a...@peters.net]
*Sendt:* 17. desember 2014 11:57
*Til:* Thomas Westlund
*Kopi:* rt-users@lists.bestpractical.com
*Emne:* Re: [rt-users] Help with Templates
Simply copy everything between (and including) the outermost curly braces
in the location where you'd like a comma-separated list of ticket numbers
to appear.
Basically any curly brace construct will be replaced with something else
when the template is evaluated.
On 17 December 2014 at 18:36, Thomas Westlund tho...@westlund.no wrote:
Hi,
Thanks for your reply
I'm fairly new RT an my perl skills at not to good either.
How would I go about outputting this in a template?
--
Thomas
On 17. des. 2014, at 00.28, Alex Peters a...@peters.net wrote:
You're getting an RT::Links instance, which is an iterator. I've used
something like this with success:
Related ticket IDs: {
my @refers_to_ids;
my $refers_to = $Ticket-RefersTo;
while (my $link = $refers_to-Next) {
next unless $link-BaseURI-IsLocal; # skip over non-ticket links
push @refers_to_ids, $link-BaseObj-id;
}
return join(q{, }, map { #$_ } sort @refers_to_ids;
}
On 17 December 2014 at 07:51, Thomas Westlund tho...@westlund.no wrote:
Hi,
I want to display the ID of related Tickets in my template
I tried using this {$Ticket-RefersTo}
But that just returns RT::Links=HASH(0x7f6dc46f7d20)
How can I expand this to the ID of the related object?
Regards
--
Thomas
Re: [rt-users] warning message on set ReferTo
I can't see any obvious problems based on your error messages.
There seems to be a typo in the code. Is that directly copied from your
script?
Have you considered enabling debugging from within your script?
On Thu, 18 Dec 2014 5:04 am Payam Poursaied m...@payam124.com wrote:
Hi All
I have created a script which has below command to create a link
$Ticket-AddLink(Type='RefersTo',Target=$pticket_id,
RecordTransactiosn=0)
;
When I run the script ReferTo link created, but I got below warning as
well.
RT version 4.2.8
And line 149 of 02.pl is exit line.
Any idea?
[85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648)
couldn't execute the query 'SELECT * FROM Tickets WHERE id = ?' at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line
602.
DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648),
SELECT * FROM Tickets WHERE id = ?, 3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line
1234
DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0),
SELECT * FROM Tickets WHERE id = ?, 3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line
1153
DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0),
id,
3311056) called at
/usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.
pm
line 120
DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::
Ticket=HASH(0x80e255cf
0), id, 3311056) called at /opt/rt4/lib//RT/Record.pm line 396
RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), id,
3311056)
called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/
SearchBuilder/Record.pm
line 1168
DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(
0x80e255cf0),
3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146
RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at
/opt/rt4/lib//RT/Ticket.pm line 2581
RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
called at /opt/rt4/lib//RT/Ticket.pm line 2569
RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
called at /opt/rt4/lib//RT/Ticket.pm line 2639
RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl
line 149
eval {...} called at 02.pl line 149
(/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
Re: [rt-users] Help with Templates
You're getting an RT::Links instance, which is an iterator. I've used
something like this with success:
Related ticket IDs: {
my @refers_to_ids;
my $refers_to = $Ticket-RefersTo;
while (my $link = $refers_to-Next) {
next unless $link-BaseURI-IsLocal; # skip over non-ticket links
push @refers_to_ids, $link-BaseObj-id;
}
return join(q{, }, map { #$_ } sort @refers_to_ids;
}
On 17 December 2014 at 07:51, Thomas Westlund tho...@westlund.no wrote:
Hi,
I want to display the ID of related Tickets in my template
I tried using this {$Ticket-RefersTo}
But that just returns RT::Links=HASH(0x7f6dc46f7d20)
How can I expand this to the ID of the related object?
Regards
--
Thomas
Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated
The One-time Cc list is constructed by collecting all of the addresses related to all of the ticket's transactions and then removing addresses belonging to requestors. Is someone still regularly CC-ing this departed user in new tickets? Alternatively (although I'm not sure that this is relevant), is that RT user set up as a queue-level CC? By adding this user's address to the $RTAddressRegexp regex, you're telling RT that it directly receives mail to that address, which could have unintended consequences (e.g. inability to add or re-add this email address to tickets). On 17 December 2014 at 06:39, k...@rice.edu k...@rice.edu wrote: On Mon, Dec 15, 2014 at 04:08:52PM -0600, k...@rice.edu wrote: Hi RT Users, I am trying to clear an address that keeps appearing in the One-time Cc/Bcc list on the Reply form for a ticket. The user is no longer here, but the address keeps showing up in the Reply form for new tickets. How is that list constructed? Regards, Ken Okay. It looks like I can add the address to the $RTAddressRegexp and it will remove it. I was hoping that there was some type of DB/shredder/GUI action that could be used instead of polluting the regex. Regards, Ken
Re: [rt-users] Customiz theme -- Title Bar
When you modify the colours for other page elements, do you see the CSS in
the Custom CSS text field changing accordingly?
I guess that the div#header custom CSS definition might have been removed.
Does adding div#header { } to your custom CSS solve the problem?
On 16 December 2014 at 03:53, Max McGrath mmcgr...@carthage.edu wrote:
Hi all -
Running RT 4.2.9 and it seems as though that I can't customize the color
of the *Title Bar*. Changing the color of any other page section works
fine. I've tried in multiple browsers and get the same result.
Is this a known bug? Or am I missing something?
--
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu
[rt-users] copying/pasting current Starts date into field changes Starts date
I have an RT user account whose date display format is RFC2822, and a ticket whose Starts value is Mon, 15 Dec 2014 18:19:28 +1100. As that user, if I go to that ticket's Dates page, copy the Starts value from the brackets into the text field and hit submit, the Starts value rewinds by 11 hours (the GMT offset of the RT installation): Starts changed from Mon, 15 Dec 2014 18:19:28 +1100 to Mon, 15 Dec 2014 07:19:28 +1100 In other words, the GMT offset seems to be reversed. Should this be considered a bug? I realise that Time::ParseDate is responsible for handling all dates entered into those text fields, but I wonder whether perhaps RT should additionally try to parse any input as if it were in the current display format (or perhaps any of the available display formats) before resorting to Time::ParseDate. I'm experiencing this on RT v4.2.7, although the v4.2.8 and v4.2.9 release notes suggest that they'd also exhibit this behaviour.
Re: [rt-users] quick-set Starts date
I've pushed my changes to GitHub: https://github.com/tbrumm/RT-Extension-StartsButtons/pull/1 Thanks again for your efforts. On 3 December 2014 at 22:15, Brumm, Torsten / Kuehne + Nagel / Ham GI-ID torsten.br...@kuehne-nagel.com wrote: Hi Alex, sounds good to me, waiting to see your changes Torsten *Von:* Alex Peters [mailto:a...@peters.net] *Gesendet:* Mittwoch, 3. Dezember 2014 08:39 *An:* Brumm, Torsten / Kuehne + Nagel / Ham GI-ID *Cc:* rt-users@lists.bestpractical.com *Betreff:* Re: [rt-users] quick-set Starts date This is a great starting point! Thanks very much. I intend to modify the code you've provided in the following ways: - provide an option not to stall the tickets - use free-form dates and times (e.g. 8pm today, midnight tomorrow) - define the desired buttons via RT_SiteConfig.pm - make the dates/times relative to the time of the button being pressed, not the time of the Display page being loaded When I get around to that, and if I can do these changes in a way that would make sense for that plugin, I'll gladly send you a GitHub pull request. 2014-12-02 22:01 GMT+09:00 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID torsten.br...@kuehne-nagel.com: Hi Alex, just spent a few minutes to change the original RT-Extension-DueButtons to StartsButtons: https://github.com/tbrumm/RT-Extension-StartsButtons Have fun. *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im Auftrag von *Alex Peters *Gesendet:* Dienstag, 2. Dezember 2014 03:23 *An:* rt-users@lists.bestpractical.com *Betreff:* [rt-users] quick-set Starts date I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going to the ticket's Dates page and manually entering the date. For example, having a Starts top-level menu item next to Actions with sub-entries tomorrow morning, next week etc. would achieve this nicely. Has anyone already done something like this? Any recommended approaches? Is there a best-practice way for submitting a POST request from that menu, or would I have to do it as a GET request? Is anyone aware of a plugin that works in a similar manner? Any pointers on which callbacks I should target? 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.
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] 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] 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
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] plugins link to module file, not package file
I don't think there's anything to misunderstand here any more. The gist of what Jo conveyed is basically this (and it's all verifiably conveyed in earlier messages): I have 20 years of experience with Perl and use CPAN fairly often, yet when I'm presented with a CPAN link to the main module of a distribution, a common practice pretty much everywhere, I complain that the links are bad, ignore the provided Download link because it's on the right side of the page, manually adjust URLs, manually fetch .pm files, complain about the usability of this process (which no one else performs), understandably fail to install the module, admit that I don't know how to install Perl modules, and somehow attribute this to a fault with RT's documentation, all while failing to visibly consider that hundreds of people before me have used this RT Extensions page in its current form without a problem, and that thousands of people use CPAN in its current form without a problem. Despite this, I invested quite a bit of time in clarifying the whole modules-vs.-distributions deal, and that the installation of modules has nothing to do with downloading individual .pm files. I intended no offence or malice, even though I wanted to just come out and say, this method of yours for attempting to install a module is completely ill-informed. I feel that I was entirely cordial and tactful in my earlier responses; if anyone else disagrees, I'd definitely appreciate some offline coaching as to how I could have prevented coming across as rude or insulting in this instance. I won't bother to exercise tact here: the crux of the matter is that Jo didn't/doesn't know how to properly install a module distribution from CPAN (a fact verified by him asking the questions How do I get from a .pm file to an installed module? Can I manually create the directory structures and copy these into place?), and when he was politely alerted to that, he launched into a sarcastic, snide, ingracious attack on me, seemed to ignore any advice from multiple people on how to properly install CPAN modules, and ignored all my other questions geared towards actually improving RT's documentation for everyone's benefit. He then topped all of that off by complaining about being treated like shit. While I accept that my responses were clearly not to Jo's taste, I expect that my explanation of modules vs. module distributions will at least help others either now or in the future (even though I'm sure I didn't write anything not already available in Perl's own documentation). Anyway, to keep things on topic, my summarised view on this thread's actual subject matter is as follows: - RT's documentation currently doesn't mention that RT extensions are in fact Perl modules/distributions. It should. - RT's documentation currently doesn't state that the majority (but not all) of RT extensions can be found on CPAN. It probably should, with a link to CPAN search results within the appropriate namespace/s (RT::Extension, RTx, ...?). - RT's documentation currently doesn't state where non-CPAN-sourced RT extensions can be found. It probably could, but that probably wouldn't be very useful. - RT's documentation currently doesn't detail how to install modules from CPAN. It shouldn't. Installation of CPAN module distributions is a Perl concern, not an RT concern. I would consider a link to Perl documentation describing the process to be the most documentation required at RT's level on this. - RT's documentation currently doesn't detail how to install modules from non-CPAN sources. It shouldn't. Installation of non-CPAN-sourced module distributions is a Perl concern, not an RT concern. I don't suppose anyone is interested in patching the docs to that effect, or suggesting other edits related to this issue? On 11 December 2014 at 17:35, r...@hiranyaloka.com wrote: Jo, I honestly think that Alex simply misunderstood you. That's not uncommon in these kind of lists. Better to not attribute to malice what can be explained by miscommunication. Even in the very rare occasion that it _is_ malice, you are better off assuming the best of people. - Rick I’ve been using Perl for 20 years now. I grok perl. Good run with the insults and rudeness. Because yeah, that’s a great way to treat someone who’s pointing out a way to improve the usability of something. Treat them like dirt, and talk down to them like they’ve never used Perl before. I’ll stop offering advice on ways to improve the UI. Unintelligible and prone to confusion on the part of people isn’t my problem. I’m not going to be helpful if I get treated like shit when I’m trying to make someone’s profit-making production better and more likely to be used. I forgot why I dropped this list. Thanks for reminding me. On Dec 9, 2014, at 5:10 AM, Alex Peters a...@peters.net wrote: I feel that there are actually several issues to discuss
Re: [rt-users] Default Configuration RT
That's the correct utility for dropping a MySQL database, but not the correct command line arguments. A quick Google search for mysql drop database should help you achieve this: http://www.wikihow.com/Delete-a-MySQL-Database On 10 December 2014 at 23:36, Renato Gentil renatorodrigo...@hotmail.com wrote: Alex, I'm trying to drop but I'm getting the error attached. I'm using the following command: mysqladmin -u root -p drop but then I got the error attached and I also tried: mysqladmin -u root -p drop password: another error attached. Thanks, Renato Gentil -- Date: Wed, 10 Dec 2014 23:20:30 +1100 Subject: Re: [rt-users] Default Configuration RT From: a...@peters.net To: renatorodrigo...@hotmail.com; rt-users@lists.bestpractical.com Hi Renato, What exactly did you try, and what happened? Going into MySQL, dropping the database (or all of its tables) and running the sbin/rt-setup-database script would restore all of your templates and scrips. Specifically, you would probably do this if your MySQL user has the permissions to drop the database: $ cd RT_ROOT_DIRECTORY $ sbin/rt-setup-database --action drop,create,schema,acl,coredata,insert --dba RT_DB_USERNAME --prompt-for-dba-password You can pass --help to the rt-setup-database script for further details. Remove drop,create, from the above line if you'd like to manually remove all of the tables first (using mysql). Please let us know how you go (using Reply All). On 10 December 2014 at 23:02, Renato Gentil renatorodrigo...@hotmail.com wrote: Hi Alex, I tried it but didn't work for me. Basically I'm trying to restore the default templates and scripts because I have deleted some of them and now some of our features have been gone with them. Can you help me with that ? thanks, Renato Gentil -- From: a...@peters.net Date: Wed, 10 Dec 2014 01:12:06 + Subject: Re: [rt-users] Default Configuration RT To: renatorodrigo...@hotmail.com; rt-users@lists.bestpractical.com You could drop the database and set it up again, or also completely uninstall and reinstall RT.
Re: [rt-users] plugins link to module file, not package file
I support the idea of switching to MetaCPAN, which seems to be in active development and seems to generally get a lot more right in terms of modern website development. Plus, Download links are on the left there instead of the right. We've established that this is important. ;) Since RT extensions can come from many sources, I'd suggest that any RT documentation on how to download them shouldn't be too specific because then it might need to be updated when someone finds a new way to host them. Maybe most of them are on CPAN/MetaCPAN and here's a link to a search that lists most of them is enough? Since extension installation procedures are specific to each extension, I think installation documentation on RT's side would need to be nothing more than the sentence consult the downloaded extension's documentation for installation instructions, especially whether any database changes need to be made. I must admit that I'd forgotten about potential database changes when I wrote everything above.
Re: [rt-users] Outgoing email text of a closing incident
I'm not familiar with RTIR but for RT, this text would be in a template. Do templates exist with RTIR? On Mon, 8 Dec 2014 9:55 pm Tamás, Szép tamas.s...@govcert.hu wrote: No answers yet so it is still an open question. More precisely: where can I change the default outgoing email message sent by the system to whom the Incident Report came when a whole case (e.g. Report,Incidents and Investigations are all solved) is closed? Is there a file for it (could not find it yet) or is it in the RT database somewhere? Any help would be appreciated. Tamas on 2014.12.03. 14:32 Tamás, Szép wrote: Hello all, where can I find and modify the text of the outgoing email when I close a whole Incident? Best regards, Tamas Szep GovCERT-Hungary
Re: [rt-users] Disable creation of tickets via email
I see that you want to still accept email replies, so disabling the email address is not suitable. You might be able to play with rights, e.g. disabling the Create Ticket right for the Everyone group, but RT might still link incoming ticket creation mail to a privileged user by looking at the From: address of the email. I guess you want web creation only because the web interface presents custom fields. You could write a scrip that runs on ticket creation, checks for the correct entry of custom fields, and if there's a problem, sends a reply instructing the user to try again using the web form and closes the ticket as rejected. Would that be suitable? On Sat, 6 Dec 2014 12:20 am Fredrik Rambris fredrik.ramb...@cdon.com wrote: Hi, everybody. We run an old RT3 and we would like to change how users submit tickets. Today they mail in tickets. We want to force them to submit via a web form that then create the tickets with the required information. They should be able to add correspondance to an existing ticket as usual. I know how to make the webform thingy create tickets via CLI. I just want to disable ticket creation via email. rt: |/usr/sbin/rt-mailgate --queue 'General' --action correspond How can this be done? [CDON.COM] http://www.cdon.com
Re: [rt-users] *Some* attachments not clickable links?
Are you getting any strange output in RT's debug log when you display the ticket? Would you be willing to paste what HTML is being generated for the affected Attachments links? A quick look at the Ticket/Elements/ShowAttachments Mason component suggests that the links should always be clickable, even if they're malformed (and wouldn't necessarily go to an attachment). Seeing the HTML for a bad one might help someone in identifying what else might be contributing to the problem. On 12 December 2014 at 02:17, Jeff Blaine jbla...@kickflop.net wrote: We're experiencing something odd. Some tickets are not allowing the attachments under Attachments to be clicked in any way. Just the base filename is displayed. Some (most) tickets work fine. Any ideas for which rabbit hole to head down in order to figure this out? RT 4.2.5
Re: [rt-users] Default Configuration RT
Hi Renato, What exactly did you try, and what happened? Going into MySQL, dropping the database (or all of its tables) and running the sbin/rt-setup-database script would restore all of your templates and scrips. Specifically, you would probably do this if your MySQL user has the permissions to drop the database: $ cd RT_ROOT_DIRECTORY $ sbin/rt-setup-database --action drop,create,schema,acl,coredata,insert --dba RT_DB_USERNAME --prompt-for-dba-password You can pass --help to the rt-setup-database script for further details. Remove drop,create, from the above line if you'd like to manually remove all of the tables first (using mysql). Please let us know how you go (using Reply All). On 10 December 2014 at 23:02, Renato Gentil renatorodrigo...@hotmail.com wrote: Hi Alex, I tried it but didn't work for me. Basically I'm trying to restore the default templates and scripts because I have deleted some of them and now some of our features have been gone with them. Can you help me with that ? thanks, Renato Gentil -- From: a...@peters.net Date: Wed, 10 Dec 2014 01:12:06 + Subject: Re: [rt-users] Default Configuration RT To: renatorodrigo...@hotmail.com; rt-users@lists.bestpractical.com You could drop the database and set it up again, or also completely uninstall and reinstall RT.
Re: [rt-users] plugins link to module file, not package file
No problem. Sorry to see you go. On Thu, 11 Dec 2014 12:49 pm Jo Rhett jrh...@netconsonance.com wrote: I’ve been using Perl for 20 years now. I grok perl. Good run with the insults and rudeness. Because yeah, that’s a great way to treat someone who’s pointing out a way to improve the usability of something. Treat them like dirt, and talk down to them like they’ve never used Perl before. I’ll stop offering advice on ways to improve the UI. Unintelligible and prone to confusion on the part of people isn’t my problem. I’m not going to be helpful if I get treated like shit when I’m trying to make someone’s profit-making production better and more likely to be used. I forgot why I dropped this list. Thanks for reminding me. On Dec 9, 2014, at 5:10 AM, Alex Peters a...@peters.net wrote: I feel that there are actually several issues to discuss in this thread: 1. Perl modules vs. Perl module distributions 2. Perl module distribution sources 3. Perl module distribution installation 4. knowledge assumed by the CPAN site 5. knowledge assumed by RT's documentation 6. what documentation should actually change Based on your description of the steps you performed in an attempt to install a Perl module from CPAN, with all due respect, I believe you've been improperly advised on Perl module installation and possibly haven't been made aware of some crucial things about how Perl's modules work. I'll go over some of those things, then with everything in mind, maybe we can agree on what documentation changes are needed where. *Perl modules vs. Perl module distributions* A Perl *module* is (for all intents and purposes of this thread) a single .pm file. A Perl module *distribution* consists of a number of Perl modules (which can be just one), a Makefile (or more commonly, a Makefile generator in Makefile.PL), and instructions for installation of the distribution and hence its modules (usually in README or INSTALL). Distributions exist because often, a single module isn't enough to provide some meaningful form of functionality. Modules are never installed directly. Modules are always made available as a side effect installing module distributions. The distribution (not the module) is the smallest unit involved in the action of installation. Installation of a distribution might result in the installation of only one module, but nonetheless, it's the distribution that's acted upon directly for installation rather than the module. In summary, direct installation of single modules doesn't happen. *Perl module distribution sources* Distributions are typically (but not always) available on the CPAN site (typically capitalised as CPAN), and can be downloaded as an *archive*. Other distribution sources include (but are not limited to) GitHub, Bitbucket, CD-ROMs, FTP sites and personal web pages. In summary, distribution files can come from many different places. *Perl module distribution installation* Every distribution includes installation instructions in README or INSTALL, and the most typical experience for installing a Perl module distribution (after obtaining an archive of it) goes like this: $ tar xzf My-Perl-Module-0.01.tar.gz $ cd My-Perl-Module-0.01 $ perl Makefile.PL $ make $ make test $ make install Distributions on CPAN can be installed without first downloading an archive, using the CPAN installation tool (typically capitalised as cpan). cpan is actually smart enough to take a module name (rather than a distribution name) on the command line, determine the distribution to which that module belongs, and install that distribution. Since one distribution generally depends on others (prerequisites) being installed in advance, cpan also manages the installation of prerequisite distributions. This makes the use of a tool like cpan the generally preferred means of installing distributions (and by extension, modules). Other similar tools exist which do the job in a more streamlined fashion. I personally prefer cpanm https://metacpan.org/pod/distribution/App-cpanminus/bin/cpanm. In summary, distribution installation tools function on distributions, not modules—although some tools have the ability to infer the right distribution if given a module name. *Knowledge assumed by the CPAN site* Given that a CPAN module page http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm only offers a single Download link, and that link points to an archive of the module's distribution, it's safe to say that the CPAN site assumes that its users already know the distinction between modules and distributions, and expects that the user then refer to the documentation found within the downloaded archive. I suppose the reasoning is that anyone who knows about CPAN already knows about Perl modules, and how to install module distributions. I don't feel that the installation
Re: [rt-users] plugins link to module file, not package file
. That's obvious to anyone who is well-versed in reading/writing Perl code. I don't think it's reasonable to assume that of everyone administering RT. Therefore, I suppose RT's documentation could be enhanced to explicitly state this. RT's documentation doesn't explicitly state how to install Perl module distributions. My view on this is that RT's documentation should document RT. Installation of Perl module distributions is a Perl concern. At most, RT's documentation could link to some reputable Perl source on the matter (as already mentioned above). *What documentation should actually change* Jo, taking the above information into account, how would you personally adjust RT's documentation such that others in future wouldn't experience what you experienced? As far as I can see, the only real amendments that concern RT's documentation would be to explicitly state that RT extensions are just Perl modules, and to link to further reading on how Perl modules work and how Perl module distributions are sourced and installed. What are your thoughts? On 9 December 2014 at 05:07, Jo Rhett jrh...@netconsonance.com wrote: So here’s my perspective. As someone with 25 years of sysadmin experience, who has both used RT for many years (but not in the last three years) and someone who uses CPAN fairly often, when sent to the pm module directly, I did the operations directly in front of me and downloaded the .pm and tried to figure out how to install it. There is nothing in the documentation as it stands today to inform a new or dead-brained returning user that they need to download a package, not the .pm file —which in CPAN is often the sum total of an extension. Yes, there is a link to the package file on the page — off on the right, out of the “actionable” area of the screen, if you spend any time with usability experts. Given that the link is not in the user working area, and there’s no reason given to the user to search for the link, I suspect many others will make the same mistake. I outlined this confusion in detail in my original post, showing how I had misunderstood. I believe that any change which makes it clear to the user that they should download the entire package, not just the .pm file, would significantly improve the user experience. On Dec 3, 2014, at 2:09 AM, Alex Peters a...@peters.net wrote: I think I might be missing something crucial in what you are saying/asking. Linking to the main module within a distribution is a very common practice, because that module is likely to have the most relevant documentation for that distribution. The distribution is clearly linked to on the page of every module belonging to a particular distribution. Asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense is essentially a fallacy, because: 1. the download link for the extension is available on that very page; and 2. the home page for the extension itself (which in my opinion is generally far less informational anyway) is available as a link on that very page. Can you please rephrase why you feel that the links in the directory should be changed? Your assertion that these links are broken in their current form is confusing to me. On 3 December 2014 at 18:40, Jo Rhett jrh...@netconsonance.com wrote: As I said below, in the Extensions directory the links are broken. For example, Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense. The links in the directory should be fixed. On Dec 2, 2014, at 11:34 PM, Alex Peters a...@peters.net wrote: Could you please clarify what you're asking here? How to install the plugins? The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm you can hit the Download link on the right side of the page to receive a .tar.gz file of the distribution, which can either be fed directly into the cpan or cpanm utilities, or unpacked and installed manually using Makefile.PL and make. With RT extensions, you may find it useful to set environment variable RTHOME to the root directory of your RT installation before installing the plugin: $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz On 3 December 2014 at 16:19, Jo Rhett jrh
Re: [rt-users] Default Configuration RT
You could drop the database and set it up again, or also completely uninstall and reinstall RT.
Re: [rt-users] Installation error for RT 4.2.9 - cannot initialize database
You're doing this:
# make initialize-database
which is in turn running this:
# /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action init --prompt-for-dba-password
which is going to connect to the database as the RT DBA user (RT_Config
setting $DatabaseAdmin), which according to your pasted output:
In order to create or update your RT database, this script needs to connect
to your mysql instance on 10.20.20.5 (port '3306') as root
is root.
Going off your RT_SiteConfig.pm snippet, you actually want to connect to
the database as user rtuser. Therefore, adding this to RT_SiteConfig.pm
might solve your issue:
Set($DatabaseAdmin, rtuser);
On 10 December 2014 at 01:56, Kristan Wagner
kristan.wag...@lifewireless.com wrote:
I am having troubles with the database initialization, for a fresh install
of RT 4.2.9. The error message is: DBD::mysql::st execute failed: Access
denied for user 'root'@'10.10.10.3' to database 'rt4' at
/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. make: ***
[initialize-database] Error 255
Here's my setup: Separate servers for the web frontend and the database,
both running Ubuntu 14.04. The web frontend is running Apache/2.4.7 and has
an IP address 10.10.10.3. The database machine is running MySQL 5.5.40 and
has the IP address 10.20.20.5. Both of these are fresh installs, and RT is
a fresh install, but we plan to migrate our old RT database (3.6.5) when
the 4.2.9 is (eventually) running and tested. Right now, I'm just trying
to get 4.2.9 going.
Here's the context for the error: I've been following the README on the
bestpractical website. At step 2, I ran configure with only one flag,
--with-db-host=10.20.20.5. At step 4, fixdeps kept claiming that MySQL was
missing, so I had to install MySQL on the web frontend as well, just to get
it to install. At step 6a, make initialize-database is failing with the
following output:
root@10.10.10.3/tmp/rt-4.2.9# make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action init --prompt-for-dba-password
In order to create or update your RT database, this script needs to
connect to your mysql instance on 10.20.20.5 (port '3306') as root
Please specify that user's database password below. If the user has no
database password, just press return.
Password:
Working with:
Type: mysql
Host: 10.20.20.5
Port: 3306
Name: rt4
User: rtuser
DBA:root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
[23346] [Mon Dec 8 21:27:35 2014] [warning]: DBD::mysql::st execute
failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at
/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452.
(/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm:452)
[23346] [Mon Dec 8 21:27:35 2014] [critical]: DBD::mysql::st execute
failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at
/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452.
(/tmp/rt-4.2.9/sbin/../lib/RT.pm:388)
DBD::mysql::st execute failed: Access denied for user 'root'@'10.10.10.3'
to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452.
make: *** [initialize-database] Error 255
I've spent a lot of time reading forum questions about mysqld.sock, but
please note that there is NO mention of any socket trouble in the error, so
I don't think that's it. Plus, it's able to get through the first two steps
just fine.
Here is some of RT_SiteConfig.pm from the web frontend:
Set($DatabaseHost, '10.20.20.5' );
Set($DatabasePort, 3306);
Set($DatabasePassword, q{passwordhere});
Set($DatabaseUser, rtuser);
Set($DatabaseName, q{rt4});
On the database server, here is some of my.cnf:
[mysqld]
user= mysql
pid-file= /var/run/mysqld/mysqld.pid
socket = /var/run/mysqld/mysqld.sock
port= 3306
basedir = /usr
datadir = /var/lib/mysql
tmpdir = /tmp
lc-messages-dir = /usr/share/mysql
skip-external-locking
bind-address = 0.0.0.0
I've already tried this using the option skip-name-resolve, but that did
not help.
Here are the permissions for the root user, as shown on 10.20.20.5's MySQL
instance:
+---
-+
| Grants for root@10.10.10.3
+---
-+
| GRANT ALL PRIVILEGES ON *.* TO 'root'@'10.10.10.3' IDENTIFIED BY
PASSWORD '*hash'
| GRANT ALL PRIVILEGES ON `rt4`.* TO 'root'@'10.10.10.3'
+---
-+
I've even tried creating a general root user for 'root'@'%' but the same
error is thrown. Any help is appreciated. Thanks.
Re: [rt-users] plugins link to module file, not package file
I think I might be missing something crucial in what you are saying/asking. Linking to the main module within a distribution is a very common practice, because that module is likely to have the most relevant documentation for that distribution. The distribution is clearly linked to on the page of every module belonging to a particular distribution. Asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense is essentially a fallacy, because: 1. the download link for the extension is available on that very page; and 2. the home page for the extension itself (which in my opinion is generally far less informational anyway) is available as a link on that very page. Can you please rephrase why you feel that the links in the directory should be changed? Your assertion that these links are broken in their current form is confusing to me. On 3 December 2014 at 18:40, Jo Rhett jrh...@netconsonance.com wrote: As I said below, in the Extensions directory the links are broken. For example, Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense. The links in the directory should be fixed. On Dec 2, 2014, at 11:34 PM, Alex Peters a...@peters.net wrote: Could you please clarify what you're asking here? How to install the plugins? The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm you can hit the Download link on the right side of the page to receive a .tar.gz file of the distribution, which can either be fed directly into the cpan or cpanm utilities, or unpacked and installed manually using Makefile.PL and make. With RT extensions, you may find it useful to set environment variable RTHOME to the root directory of your RT installation before installing the plugin: $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz On 3 December 2014 at 16:19, Jo Rhett jrh...@netconsonance.com wrote: Hey, dunno if this got overlooked during the short vacation week. This is a pretty serious issue… asking users to manually hack up the URL in their browser bar is not accessible. On Nov 26, 2014, at 2:22 PM, Jo Rhett jrh...@netconsonance.com wrote: Hey guys and gals, been a long time. I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can’t seem to wrap my head around is the new plugin setup. First, yay! I like the idea of what you’ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. [in which I wander in the wrong direction… read and giggle] However, I can’t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn’t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. [forehead slap] I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ I did some random spot checking, and this appears to be true for every module shown there. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance
Re: [rt-users] plugins link to module file, not package file
Could you please clarify what you're asking here? How to install the plugins? The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm you can hit the Download link on the right side of the page to receive a .tar.gz file of the distribution, which can either be fed directly into the cpan or cpanm utilities, or unpacked and installed manually using Makefile.PL and make. With RT extensions, you may find it useful to set environment variable RTHOME to the root directory of your RT installation before installing the plugin: $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz On 3 December 2014 at 16:19, Jo Rhett jrh...@netconsonance.com wrote: Hey, dunno if this got overlooked during the short vacation week. This is a pretty serious issue… asking users to manually hack up the URL in their browser bar is not accessible. On Nov 26, 2014, at 2:22 PM, Jo Rhett jrh...@netconsonance.com wrote: Hey guys and gals, been a long time. I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m liking the changes. Other than some confusion about what order to do things in (see my other message) the one thing I can’t seem to wrap my head around is the new plugin setup. First, yay! I like the idea of what you’ve done with plugins, keeping them local and the simplified syntax in RT_SiteConfig.pm. [in which I wander in the wrong direction… read and giggle] However, I can’t find any plugins other than yours which are built in these new packages you document at https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html What is the fallback method for installing the other style modules? How do I get from a .pm file to an installed module. Can I manually create the directory structures and copy these into place? I see some details there but it doesn’t inspire confidence that everything I need to know is there. A breakout of the directory structure would be really helpful. [forehead slap] I was almost done with this e-mail when I realized the problem. If you go to http://bestpractical.com/rt/extensions.html and you find the extension you are looking for, the link to the Homepage for the extension actually links to the main module, and not to the extension package. Example for one Homepage link takes you to: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm If you’re a bit tired and under-caffeniated, or just plain new to RT, it may not be clear to you that you need to remove a bunch from the URL to find the extension package. In my opinion, it would be much better to link to the package instead of the module file, like so: http://search.cpan.org/dist/RT-Extension-MandatorySubject/ I did some random spot checking, and this appears to be true for every module shown there. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects. -- Jo Rhett +1 (415) 999-1798 Skype: jorhett Net Consonance : net philanthropy to improve open source and internet projects.
Re: [rt-users] quick-set Starts date
This is a great starting point! Thanks very much. I intend to modify the code you've provided in the following ways: - provide an option not to stall the tickets - use free-form dates and times (e.g. 8pm today, midnight tomorrow) - define the desired buttons via RT_SiteConfig.pm - make the dates/times relative to the time of the button being pressed, not the time of the Display page being loaded When I get around to that, and if I can do these changes in a way that would make sense for that plugin, I'll gladly send you a GitHub pull request. 2014-12-02 22:01 GMT+09:00 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID torsten.br...@kuehne-nagel.com: Hi Alex, just spent a few minutes to change the original RT-Extension-DueButtons to StartsButtons: https://github.com/tbrumm/RT-Extension-StartsButtons Have fun. *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im Auftrag von *Alex Peters *Gesendet:* Dienstag, 2. Dezember 2014 03:23 *An:* rt-users@lists.bestpractical.com *Betreff:* [rt-users] quick-set Starts date I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going to the ticket's Dates page and manually entering the date. For example, having a Starts top-level menu item next to Actions with sub-entries tomorrow morning, next week etc. would achieve this nicely. Has anyone already done something like this? Any recommended approaches? Is there a best-practice way for submitting a POST request from that menu, or would I have to do it as a GET request? Is anyone aware of a plugin that works in a similar manner? Any pointers on which callbacks I should target? 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-users] quick-set Starts date
I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going to the ticket's Dates page and manually entering the date. For example, having a Starts top-level menu item next to Actions with sub-entries tomorrow morning, next week etc. would achieve this nicely. Has anyone already done something like this? Any recommended approaches? Is there a best-practice way for submitting a POST request from that menu, or would I have to do it as a GET request? Is anyone aware of a plugin that works in a similar manner? Any pointers on which callbacks I should target?
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__, ...)
--
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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] Can't add multiple attachments on reply
What exactly are you clicking after you add one file? Are you clicking Add More Files between multiple clicks of Choose File? On 2 October 2014 17:43, andriusk andrius.kul...@gmail.com wrote: I can't add multiple attachments on reply ticket page. If I try to add another file, it replaces the one I attached before. Logs show no unusual errors. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-add-multiple-attachments-on-reply-tp58683.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 Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] Can't add multiple attachments on reply
Thanks for confirming. Interestingly, another user had the same problem with RT v4.2.6: http://requesttracker.8502.n7.nabble.com/RT-4-2-6-Cannot-attach-multiple-attachments-when-opening-tickets-td58369.html Unfortunately though, no resolution was announced. Going off what was discussed, possibly flushing all of the session data might help. On 2 October 2014 17:51, andriusk andrius.kul...@gmail.com wrote: I click reply on ticket menu. I click Choose a File I click Add More Files (the page refresh and I see the file I choosen in Attached file: with checkbox for deletion) I click Choose a File (to add another file) I click Add More Files (the page refresh and I see the file I choosen in Attached file: with checkbox for deletion, but the old file is gone) -- View this message in context: http://requesttracker.8502.n7.nabble.com/Can-t-add-multiple-attachments-on-reply-tp58683p58685.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 Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] PriorityAsString : Priority and FinalPriority show unknown
In the queue's settings, have you set a default initial priority of 50? On 03/10/2014 2:50 am, elif...@free.fr wrote: Hello, I use the extension PriorityAsString on a new RT 4.2.6 (still under testing). The settings in RT_SiteConfig : Set(%PriorityAsString, (Standard = 50, Moyenne = 80, Haute = 100)); Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute)); Test 1/ When I create a new ticket, the ticket display page shows : Priorité: Standard/Standard This is OK. Fine. Test 2/ When I create a new ticket by sending a mail to a queue, the ticket display page shows : Priorité: unknown/unknown Then, when I click to modify the ticket, both fields are already set to Standard; and when I save, I get confirmation both fields have been changed from unknown to 50. Why these fields show 'unknown' when ticket is created by mail ? By the way, it's the same for InitialPriority, but it is not displayed in the ticket. Thanks a lot for your help, Regards, Elisabeth -- RT Training November 4 5 Los Angeles http://bestpractical.com/training -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
