[rt-users] TicketSQL -- how to search for a member of a group?

[Barton Chittenden]

My question touches on some issues that are similar to "Search for open
tickets last updated by requestor" (https://lists.gt.net/rt/users/51042)

I have a search set up for closed bugs updated within the last day, where
the update is not by the current user:

Owner = '__CurrentUser__'
AND LastUpdatedBy != '__CurrentUser__'
AND LastUpdated > '1 day ago'
AND Status != 'new'
AND Status != 'open'
AND Status != 'onhold'
AND Status != 'needsinfo'

We have this as part of a dashboard that's sent daily to staff -- we want
to alert the staff of any closed tickets that some requester has touched.

That's all well and good, but there are times when tickets get mass-updated
by members of our staff, and because that staff member is not
__CurrentUser__, we get spammed by those.

We do have a group called 'Staff', so I should be able to do something like
this:


Owner = '__CurrentUser__'
AND LastUpdatedBy != '__CurrentUser__'
AND LastUpdatedBy  IS NOT A MEMBER OF STAFF
AND LastUpdated > '1 day ago'
AND Status != 'new'
AND Status != 'open'
AND Status != 'onhold'
AND Status != 'needsinfo'

... I just need to know how to express " IS NOT A MEMBER OF STAFF" as
TicketSQL.

... this was touched upon as a possible solution for "Search for open
tickets last updated by requestor", but the syntax wasn't given.

Thanks,

--Barton

Re: [rt-users] Wiki conventions?

[Barton Chittenden]

Alex,

The RT-Wiki was ported from Wikia to Mediawiki last year. There are still
quite a number of rough edges, particularly regarding the formatting of
code blocks.

My general feeling with a wiki is that the history is there; if you somehow
make it worse, it can always be reverted, and I've never seen anyone
complain about corrections to grammar, spelling and clarity.

I just added https://rt-wiki.bestpractical.com/wiki/LowHangingFruit, which
gives a sed script which can be used to clean up some pretty ugly code
blocks using  tags, which seem to give mediawiki's code formatting
bad indigestion. Copy the wiki text into a file, run the sed script, copy
the text back, and view the results. If they look good, save it.

--Barton

On Fri, Dec 30, 2016 at 5:08 PM, Alex Hall  wrote:

> Hi all,
> I've finally created an account on the RT wiki. This has been a really
> great resource for me, but there are a lot of pages I've read in the last
> few months with formatting mistakes, grammar problems, outdated information
> that's not marked as not working under 4.x, and so on. I don't know how
> much time I'll have to edit things, but I hope to try to contribute where I
> can by fixing mistakes when I find them. I might add my own pages
> eventually, but for now I'll stick to edits.
>
> What are the conventions by which Best Practical likes people to operate?
> For instance, if a page is understandable but could do with better grammar,
> is it considered polite to correct it, or should it be left alone? What
> other rules and conventions exist that I should keep in mind? Thanks.
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>

[rt-users] Count and Group By CF

[Barton Chittenden]

We use a CF called 'Community Bug' to track bugzilla bug numbers associated
with customer tickets. It would be really useful to know which values of
CF.{Community Bug} occur most often.

If you'll pardon a mix of SQL and query builder syntax, I'm looking to do
something like this:

SELECT COUNT(*), CF.{Community Bug}
FROM CF
GROUP BY CF.{Community Bug}
ORDER BY COUNT(*)

I'm well aware that query builder doesn't work like this, but I'm wondering
if there's a way to do something like this.

I'm sure that I could do this by querying the database directly, but I'd
prefer to do it the RT way if there is one.

Thanks!

--Barton
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Emailing dashboards?

[Barton Chittenden]

Alex,

Navigate to Home > All dashboards, and go to the dashboard you want to
receive emails about.

In the upper right hand corner, you'll see the following menus:

Basics, Content, Subscription, Show.

Click 'Subscription', and you'll be prompted for frequency, time, rowsn and
recipients.

The one caveat here is that it's possible to add a subscription to a person
or group that they can't un-subscribe from, so be courteous about that.

--Barton





On Wed, Nov 23, 2016 at 4:56 PM, Alex Hall  wrote:

> Hi all,
> I know RT can automatically email dashboards to specific users. I've just
> not sure how to set this up. I found one list of dashboards where a
> "subscription" column was present in the table, but it only listed a
> single, global dashboard and not those for a given user. I've been through
> users and settings, but didn't find it. This must be obvious, but where
> would I tell users to go to set up subscriptions to their custom
> dashboards? I just want certain users to get emails once a day with the
> content of a specific saved search. Thanks!
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] How do I set the RT hostname?

[Barton Chittenden]

I'm in the process of setting up a new RT 4.4 instance. I used the web
installer, which generated the following RT-SiteConfig.pm:

Set( $CommentAddress, 'd...@example.com' );
Set( $CorrespondAddress, 'd...@example.com' );
Set( $DatabaseHost, 'localhost' );
Set( $DatabaseName, 'rt4' );
Set( $DatabasePassword, 'x' );
Set( $DatabasePort, '' );
Set( $DatabaseType, 'mysql' );
Set( $DatabaseUser, 'rt_user' );
Set( $Organization, 'rt2.example.com' );
Set( $OwnerEmail, 'd...@example.com' );
Set( $SendmailPath, '/usr/sbin/sendmail' );
Set( $WebDomain, 'rt2.example.com' );
Set( $WebPort, '80' );
Set( $rtname, 'rt2.example.com' );
1;

{ I've substituted 'rt2.example.com' for the actual FQDN of the machine
that's hosting the instance }

When I tried to set up a new asset, I got the following error message:

RT has detected a possible cross-site request forgery for this request,
because the Referrer header supplied by your browser (rt2.example.com:80)
is not allowed by RT's configured hostname (127.0.0.1:80).

A bit of googling showed me how to set this in  RT-SiteConfig.pm:

Set(@ReferrerWhitelist, qw(127.0.0.1:80));

... that did disable the message, but why is the 'configured hostname' set
to 127.0.0.1:80, and how do I set it to the actual domain name of the
machine?

Thanks,

--Barton
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Using Markdown in RT?

[Barton Chittenden]

This is definitely a plugin that I would use... a *lot*.

On Fri, Sep 9, 2016 at 11:29 AM, Alex Hall  wrote:

> As long as I know it's not built in and buried in settings somewhere, I
> won't pursue it. I'll wait until things are working and I'm more
> comfortable before trying to make a plugin. :) Thanks.
>
> On Fri, Sep 9, 2016 at 11:13 AM, Matt Zagrabelny 
> wrote:
>
>> On Fri, Sep 9, 2016 at 9:43 AM, Alex Hall  wrote:
>> > I've switched my own account to use that simple editor, but does it
>> already
>> > handle Markdown syntax? If not, is there a plugin or setting to enable
>> such
>> > support?
>> >
>>
>> It does not natively handle MD. A quick google did not yield any MD
>> extensions for RT.
>>
>> It looks like there are JS MD editors - though I am not sure how much
>> effort it would take to make an extension that uses them. Perhaps just
>> a jquery call to change the textarea.
>>
>> -m
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Anyone have a current vagrant installation of RT?

[Barton Chittenden]

I've been poking around the net and found
https://github.com/cwebberOps/rt-vagrant, it's six years old, and points to
base boxes that are no longer hosted.

Is there a recent install?

--Barton
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Escaping '<' and '>' in comments/replies and canned responses.

[Barton Chittenden]

On Fri, Apr 22, 2016 at 1:27 PM, Barton Chittenden <
bar...@bywatersolutions.com> wrote:

> In a further twist, html entities display correctly on the "Article
> Display" page, but when the canned response is actually *used*, I see
> html entities in the reply editor... but if I include text like ,
> 'foo' is removed in the reply editor... I have no way of including
> something that looks like an xml tag in a canned response.
>
>
Any further thoughts on this? I'm trying to create canned responses that
involve changes to XML configuration files, and all of the tags end up
empty.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Escaping '<' and '>' in comments/replies and canned responses.

[Barton Chittenden]

In a further twist, html entities display correctly on the "Article
Display" page, but when the canned response is actually *used*, I see
html entities in the reply editor... but if I include text like ,
'foo' is removed in the reply editor... I have no way of including
something that looks like an xml tag in a canned response.


On Wed, Apr 20, 2016 at 8:56 AM, Barton Chittenden <
bar...@bywatersolutions.com> wrote:

> I've run into several issues in RT with the use of greater than '>' and
> less than '<' symbols in RT.
>
> One issue that I run into with some regularity is pasting the default
> mysql prompt into a ticket. For example, if I paste the following into a
> reply:
>
> mysql> select CURRENT_DATE;
> +--+
> | CURRENT_DATE |
> +--+
> | 2016-04-20   |
> +--+
> 1 row in set (0.00 sec)
>
> The first line is hidden, as if it were text quoted from a previous
> comment or reply.
>
> By and large, I simply try to avoid using un-paired '<' and '>' characters
> in replies, but I just ran into the following issue in a canned response:
>
> The following text in the canned response editor:
>
> "<>" by <>, <>,
> Barcode: <> 
>
> Renders as
>
> "<>" by <>, <>, Barcode: <>
>
> When I view it in Display.
>
> I tried using '\<' and '\>' to escape the greater than and less than
> symbols; that didn't work... using html entities did work,, but ... meh.
>
> Are there any rules for escaping '<' and '>', and, more generally, is
> there any documentation about how RT renders comments/replies and articles?
>
> Thanks,
>
> --Barton
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Escaping '<' and '>' in comments/replies and canned responses.

[Barton Chittenden]

I've run into several issues in RT with the use of greater than '>' and
less than '<' symbols in RT.

One issue that I run into with some regularity is pasting the default mysql
prompt into a ticket. For example, if I paste the following into a reply:

mysql> select CURRENT_DATE;
+--+
| CURRENT_DATE |
+--+
| 2016-04-20   |
+--+
1 row in set (0.00 sec)

The first line is hidden, as if it were text quoted from a previous comment
or reply.

By and large, I simply try to avoid using un-paired '<' and '>' characters
in replies, but I just ran into the following issue in a canned response:

The following text in the canned response editor:

"<>" by <>, <>,
Barcode: <> 

Renders as

"<>" by <>, <>, Barcode: <>

When I view it in Display.

I tried using '\<' and '\>' to escape the greater than and less than
symbols; that didn't work... using html entities did work,, but ... meh.

Are there any rules for escaping '<' and '>', and, more generally, is there
any documentation about how RT renders comments/replies and articles?

Thanks,

--Barton
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Automated time tracking

[Barton Chittenden]

Jim,

I looked at
https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt, but I
didn't explicitly see anything that tracked how long the browser session
containing the ticket had been open, which is what I really want.

On Tue, Mar 29, 2016 at 2:18 PM, Jim Brandt <jbra...@bestpractical.com>
wrote:

> Hi Barton,
>
> RT 4.4 added a pop-up ticket timer. Is that what you're looking for?
>
> This blog post has a screenshot:
>
> https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt
>
> Jim
>
>
> On 3/29/16 2:14 PM, Barton Chittenden wrote:
>
>> I was wondering if anyone knows of plugins that would allow for
>> automatic tracking of time worked. There seem to be several plugins that
>> create different interfaces for manually entering time (see
>> https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules
>> ),
>> but I'm looking for something more like https://toggl.com/ -- a wrapper
>> around a javascript timer that will dump into the ticket's time worked.
>>
>> Has anyone developed anything like that?
>>
>> Thanks,
>>
>> ---Barton
>>
>>
>> -
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Automated time tracking

[Barton Chittenden]

I was wondering if anyone knows of plugins that would allow for automatic
tracking of time worked. There seem to be several plugins that create
different interfaces for manually entering time (see
https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules),
but I'm looking for something more like https://toggl.com/ -- a wrapper
around a javascript timer that will dump into the ticket's time worked.

Has anyone developed anything like that?

Thanks,

---Barton
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

[rt-users] Reports with vairables?

[Barton Chittenden]

I can write a report that looks like this...

   Status = 'open' AND Queue = 'Bugs' AND 'CF.{Community Bug}' LIKE 6499

Is it possible to write a report where one of the elements is to be filled
in later, e.g.

   Status = 'open' AND Queue = 'Bugs' AND 'CF.{Community Bug}' LIKE ?

Re: [rt-users] Code to get list of a custom field's values (almost there)

[Barton Chittenden]

In this case, $client is a reference to a hash. You can't print it
directly, but you can print the contents using Data::Dumper.

I think this should work:

use Data::Dumper;
my $clientcustomfield = RT::CustomFieldValues-new($RT::SystemUser);
$clientcustomfield-LimitToCustomField(45);

my $clients = $clientcustomfield;

while (my $client = $clients-Next ) {
print dumper $client;
print \n;
}



On Wed, Jul 1, 2015 at 10:23 PM, Roman Massey romanmas...@gmail.com wrote:

 Hi Guys, Looking for some advice on a script to fetch list of a custom
 field’s values. At the moment it’s
 printing RT::CustomFieldValue=HASH(0x91f22b0)”. I’m obviously missing
 something silly and would really appreciate a guru’s touch!

 my $clientcustomfield = RT::CustomFieldValues-new($RT::SystemUser);
 $clientcustomfield-LimitToCustomField(45);

 my $clients = $clientcustomfield;

 while (my $client = $clients-Next ) {
 print $client;
 print \n;
 }


 —
 Roman Massey

[rt-users] Excluding tickets from search based on updated fields?

[Barton Chittenden]

We have the following canned search, which will find tickets not updated by
the Current User in the last two days. This search is used in a dashbord
that sends a daily email to our support staff, showing tickets that need
follow-up.

Owner = '__CurrentUser__' AND LastUpdatedBy != '__CurrentUser__' AND
LastUpdated  '2 day ago' AND Status != 'resolved' AND Status != 'answered'
AND ( Queue != 'Development' AND Queue != 'Bugs' )

The problem that we've run in to is that there are certain things that get
updated that don't merit follow up -- changes in ticket priority, or
setting Custom Flags.

Is it possible to exclude updates of certain fields?

Thanks,

--Barton