Re: [rt-users] Outgoing HTML mail part 2

[Christian Loos]

Sorry, I missed that you must also escape the braces, see
https://metacpan.org/pod/Text::Template#Template-Parsing.

You have to change

body, table, td {font-family: Verdana, Geneva, sans-serif !important;}

to

body, table, td \{font-family: Verdana, Geneva, sans-serif !important;\}

Chris

Am 09.09.2016 um 13:24 schrieb raymond.teunis...@kpn.com:
> Hi Chris,
> 
> Thanks, i've tried it, but it doesn't seem to fix the issue for me. 
> 
> Couldn't compile template codeblock 'font-family: Verdana, Geneva, sans-serif 
> !important;': syntax error at template line 9
> 
> Raymond
> 
> -Oorspronkelijk bericht-
> Van: Christian Loos [mailto:cl...@netcologne.de] 
> Verzonden: vrijdag 9 september 2016 13:18
> Aan: Teunissen, Raymond; rt-users@lists.bestpractical.com
> Onderwerp: Re: Outgoing HTML mail part 2
> 
> Hi,
> 
> you must add a blank line after the "Content-Type" line to separate headers 
> from body.
> 
> See also
> https://docs.bestpractical.com/rt/4.4.1/customizing/templates.html#Templates
> 
> Chris
> -
> RT 4.4 and RTIR training sessions, and a new workshop day! 
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
> 

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Re: [rt-users] Outgoing HTML mail part 2

[Christian Loos]

Hi,

you must add a blank line after the "Content-Type" line to separate
headers from body.

See also
https://docs.bestpractical.com/rt/4.4.1/customizing/templates.html#Templates

Chris
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Re: [rt-users] Best web server for RT4?

[Christian Loos]

Am 01.09.2016 um 20:15 schrieb Alex Hall:
> I'm either missing something very obvious, or the Debian package for RT
> isn't working correctly. Installing with the latest source, though, was
> a nightmare.


First of all, read the docs. Especially the Debian docs, as installing
RT as a Debian package works different than install RT from Source,
which the Best Practical documentation describes.

In Debian the RT config is managed by files under
/etc/request-tracker4/RT_SiteConfig.d/. If you change something in one
of these files, you have to run the command update-rt-siteconfig, which
actually builds the /etc/request-tracker4/RT_SiteConfig.pm file.

Did you install the rt4-fcgi package?
This will install everything you need for a nginx web deployment.
/etc/init.d/rt4-fcgi would then reload the RT configuration.

Why was installing from source a nightmare?
We actually use RT from source on Debian for years, and it works great.

Chris
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Re: [rt-users] url encoding

[Christian Loos]

OK, again a copy error, use this one

https://umbc.co1.qualtrics.com/SE/?{$HTML::Mason::Commands::m->comp('/Elements/QueryString',
SID   => 'SV_4IbNK0n1unOaIEB',
groupid   => 'BSG',
ticketid  => $Ticket->Id,
ticketowner   => $Ticket->OwnerObj->EmailAddress,
customeremail => $Ticket->RequestorAddresses,
ticketsubject => $Ticket->Subject,
);
}

Am 22.06.2016 um 13:00 schrieb Christian Loos:
> OK, I now see the problem.
> 
> Try this:
> 
> https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString',
> SID   => 'SV_4IbNK0n1unOaIEB',
> groupid   => 'BSG',
> ticketid  => $Ticket->Id,
> ticketowner   => $Ticket->OwnerObj->EmailAddress,
> customeremail => $Ticket->RequestorAddresses,
> ticketsubject => $Ticket->Subject,
> );
> }

-- 
Christian Loos

NETCOLOGNE Gesellschaft für Telekommunikation mbH
Am Coloneum 9 | 50829 Köln

Geschäftsführer: Jost Hermanns, Mario Wilhelm
Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
HRB 25580, AG Köln
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Re: [rt-users] url encoding

[Christian Loos]

OK, my fault ;-)

Change

my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',

to this (note the 's')

my $query_string = $HTML::Mason::Commands::m->scomp('/Elements/QueryString',

and this

https://umbc.co1.qualtrics.com/SE/?{'$query_string'}

should be this (no quotes)

https://umbc.co1.qualtrics.com/SE/?{$query_string}

Chris

Am 22.06.2016 um 12:40 schrieb Joe Kirby:
> Thank you both.
> 
> It does do a great job of translating however it does not seem the field
> is actually available for the command line
> 
> Here is the full template and then the email result. Am I missing a
> comma or something?
> 
> TEMPLATE
> RT-Attach-Message: Yes
> Subject:  {$Ticket->Subject} [RESOLVED]
> 
> R e s o l u t i o n:
> = = = = = = = = = = = = = = = = = = =  
> 
> {$Transaction->Content()}
> _
> 
> If you agree your issue is resolved, please give us feedback on your
> experience by completing a brief satisfaction survey: 
> 
> {
> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>SID   => 'SV_4IbNK0n1unOaIEB',
>groupid   => 'BSG',
>ticketid  => $Ticket->Id,
>ticketowner   => $Ticket->OwnerObj->EmailAddress,
>customeremail => $Ticket->RequestorAddresses,
>ticketsubject => $Ticket->Subject,
> );
> }
> https://umbc.co1.qualtrics.com/SE/?{'$query_string'}
> 
> 
> If you believe your issue has not been resolved, please respond to this
> message, which will reopen your ticket. Note: A full record of your
> request can be found at:  
> 
> Ticket  {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
> 
> Thank You
> ——
> 
> Email result from TEMPLATE
> 
> R e s o l u t i o n:
> = = = = = = = = = = = = = = = = = = =  
> 
> This transaction appears to have no content
> _
> 
> If you agree your issue is resolved, please give us feedback on your
> experience by completing a brief satisfaction survey: 
> 
> SID=SV_4IbNK0n1unOaIEB=jkirby%40umbc.edu
> <http://40umbc.edu>=BSG=706954=Test%20Case%23%201234
> https://umbc.co1.qualtrics.com/SE/?$query_string
> 
> 
> If you believe your issue has not been resolved, please respond to this
> message, which will reopen your ticket. Note: A full record of your
> request can be found at:  
> 
> Ticket https://rt.umbc.edu/Ticket/Display.html?id=706954 >
> 
> Thank You
> 
> Joe Kirby ,  Assistant Vice President, Business Systems
> Division of Information Technology (DoIT) 
> Support Response -   http://www.umbc.edu/doit 
> Administration 627
> Office - 410-455-3020 
> Email - ki...@umbc.edu <mailto:ki...@umbc.edu>
> 
>> On Jun 22, 2016, at 5:12 AM, Christian Loos <cl...@netcologne.de
>> <mailto:cl...@netcologne.de>> wrote:
>>
>> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour:
>>> Nice idea, but is $m available in RT templates (never tried) ?
>>
>> You are right, you must replace line
>>
>> my $query_string = $m->comp('/Elements/QueryString',
>>
>> with
>>
>> my $query_string =
>> $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>>
>> Chris
> 

-- 
Christian Loos

NETCOLOGNE Gesellschaft für Telekommunikation mbH
Am Coloneum 9 | 50829 Köln

Geschäftsführer: Jost Hermanns, Mario Wilhelm
Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
HRB 25580, AG Köln
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] url encoding

[Christian Loos]

Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour:
> Nice idea, but is $m available in RT templates (never tried) ?

You are right, you must replace line

my $query_string = $m->comp('/Elements/QueryString',

with

my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',

Chris
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
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Re: [rt-users] url encoding

[Christian Loos]

> https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB=BSG={$Ticket->Id}={$Ticket->OwnerObj->EmailAddress}={$Ticket->RequestorAddresses}={uri_escape($Ticket->Subject)}

I would use the /Elements/QueryString RT component here, which will do
all the funny URI encoding and parameter concatenation for you:

{
my $query_string = $m->comp('/Elements/QueryString',
SID   => 'SV_4IbNK0n1unOaIEB',
groupid   => 'BSG',
ticketid  => $Ticket->Id,
ticketowner   => $Ticket->OwnerObj->EmailAddress,
customeremail => $Ticket->RequestorAddresses,
ticketsubject => $Ticket->Subject,
);
}

https://umbc.co1.qualtrics.com/SE/?{$query_string}

Chris
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Re: [rt-users] on reply "scrips and reipients" is empty on quoted message after Update RT4.4.0

[Christian Loos]

Hi,

you see this [1] bug which will be fixed with RT 4.4.1.

Chris

[1] https://github.com/bestpractical/rt/commit/20a9c09

Am 16.06.2016 um 11:14 schrieb Eierschmalz, Bernhard:
> I updated my environment from RT 4.2.11 to RT 4.4.0
> 
> I’m using RT 4.4.0 on PostgreSQL 9.3
> 
>  
> 
> since this update I have the following problem:
> 
> when I click on “reply” to a message (with quoting the original
> message), Scrips and Recipients are not shown, so I cannot see who will
> receive the message.
> 
> I tested with a lot of HTML-mails – it seems to have to do with the
> length of the original mail.
> 
>  
> 
> Can anybody help me with this issue?
> 

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Re: [rt-users] Any way to speed up shredding?

[Christian Loos]

Am 10.06.2016 um 12:02 schrieb Robert Waldner:
> Hi,
> 
> I'm trying to get rid of old crud (deleted and rejected tickets, mostly
> spam) in our RT-DB, and so use rt-shredder. Which seems to work fine,
> but is so slow that my best estimate for it to finish wiping ~80k
> tickets is "upwards of 6 months":
> 
> time ( rt-shredder --force --plugin "Tickets=query,(status = 'rejected'
> OR status = 'deleted') AND id <61;limit,10")
> 
> real9m33.764s
> user0m6.984s
> sys 0m0.708s
> 
> Any hints on possibilities to speed this up?
> 
> (rt-shredder from RT 3.8 (Debian), incl. RT-IR 2.4, postgres backend)

There are some database indexes suggested:
https://docs.bestpractical.com/rt/4.4.1/RT/Shredder.html#Database-Indexes

I use just some if them, es they improve shredding tickets enough for me:
CREATE INDEX SHREDDER_CGM3 ON CachedGroupMembers (Via, Id);
CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId);
CREATE INDEX SHREDDER_TXN3 ON Transactions(TYPE, OldValue);
CREATE INDEX SHREDDER_TXN4 ON Transactions(TYPE, NewValue);


Chris
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Re: [rt-users] remove large attachments and replace with download link

[Christian Loos]

Am 07.06.2016 um 23:23 schrieb Hugo Escobar:
> We need to give our users the possibility of receiving large files (say
>> 10MB)
> 
> Knowing the attachment size limit all email services impose, we thought
> there should be a way to tell RT to replace large attachments with a
> download
> link when constructing the email message allowing the user to access those
> files.
> 
> I've been searching the internet to no avail.
> 
> Any help will be appreciated

This is possible in RT 4.4 if you use ExternalStorage Type "AmazonS3"
[1] and activate the "Direct Linking" feature [2].

Chris

[1] https://docs.bestpractical.com/rt/latest/RT_Config.html#External-storage
[2]
https://docs.bestpractical.com/rt/latest/RT/ExternalStorage/AmazonS3.html#Direct-Linking
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Re: [rt-users] Alternative GUIs for RT?

[Christian Loos]

Am 01.06.2016 um 11:53 schrieb Vegard Vesterheim:
> I tried to register a new User Custom Field, naming the Field
> 'PreferEditDisplay', and allowing two values for the field: 'Edit' or
> 'Display'. I have registered the value 'Edit' for a specific user for
> this Custom Field, but I am not able to extract the value
> programmatically. I expected the following code to work, but I get no
> values back.
> 
> my $UserObj = RT::User->new( $session{'CurrentUser'} );
> my $cf_values = $UserObj->CustomFieldValues('PreferEditDisplay');


You can easily add custom user preferences.
Have a look here:
https://github.com/tbrumm/RT-Extension-SideBySideView/blob/master/lib/RT/Extension/SideBySideView.pm#L9-L17

This new preference is used here:
https://github.com/tbrumm/RT-Extension-SideBySideView/blob/master/html/Callbacks/SideBySideView/Ticket/Display.html/BeforeShowSummary#L15

Chris
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Re: [rt-users] Show Ticket Message in Search/Results.html

[Christian Loos]

Am 25.04.2016 um 08:46 schrieb David Schmidt:
> Another path that looks weird to me is:
> 
> "local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"
> 
> shouldnt that be
> 
> "local/Callbacks/YourOrg/Elements/RT/Ticket/ColumnMap/Once"
Arg ... I missed this, this must be
"local/html/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"


Chris
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Re: [rt-users] Show Ticket Message in Search/Results.html

[Christian Loos]

Am 23.04.2016 um 10:25 schrieb David Schmidt:
> On a sidenote (and without intention to blame you for anything) RT
> development is horrible to debug. :)

You should see in your logs a message like 'function TicketPreview not
defined' ...

> $ cat local/lib/rt/Ticket_Local.pm

because the correct path is local/lib/RT/Ticket_Local.pm

Chris
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Re: [rt-users] Hide Custom Fields in Display Mode when value not selected

[Christian Loos]

Hi Stefan,

there is an extension for this:
https://github.com/bestpractical/rt-extension-customfield-hideemptyvalues

Chris

Am 23.03.2016 um 14:59 schrieb Stefan Krüger:
> We have some custom fields which are defined as Type Select one value
> (Software is installed, just yes/no).
> 
>  
> 
> Is there a possibility to automatically hide all custom fields in
> Display Mode which have (no value) selected?
> 
>  
> 
> Thanks a lot for your help.
> 
>  
> 
> Stefan Krüger
> 
> IT-Service der Abteilung für Informations-Kommunikations-Technologie
> 
> Medizinische Universität Innsbruck

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Re: [rt-users] Issues After Upgrading to 4.4

[Christian Loos]

Hi,

if you use mod_perl, then the docs have the answer:
https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_perl-2.xx

Chris

Am 11.02.2016 um 18:45 schrieb Satyajeet Singh:
> Hi All,
> 
> After Upgrading to 4.4 I noticed that values for Custom DateTime Fields
> entered by non root users is being considered as UTC irrespective of
> what timezone has been set in RT_SIteConfig. For en example, with
> Asia/Dubai (UTC +4) as a time zone, when I select 6:00 PM and create the
> ticket, it gets displayed as 10:00PM. However there is no such issues
> when logged in as root.

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Re: [rt-users] Running RT at /rt rather than / with Nginx

[Christian Loos]

Hi,

the docs says for $WebBaseURL "Usually you don't want to set these
options" [1].
Remove $WebBaseURL config and set $WebDomain to 'mysite.com' and
everything should be fine.
If you use SSL, remember to also set $WebPort to 443.

Chris

[1]
https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#WebBaseURL-WebURL
[2] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#WebDomain

Am 29.02.2016 um 23:14 schrieb François Meehan:
> Set($WebPath, "/rt");
> 
> Set($WebBaseURL, 'http://mysite.com');
> 

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

[Christian Loos]

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

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

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

Chris

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

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Re: [rt-users] Timezone Issue

[Christian Loos]

Hi,

it's actually in the documentation:
https://www.bestpractical.com/docs/rt/4.2/web_deployment.html#mod_perl-2.xx

Best is to switch from mod_perl to mod_fastcgi.

Also have a look here:
https://www.bestpractical.com/docs/rt/4.2/customizing/timezones_in_charts.html

Chris

Am 01.02.2016 um 18:38 schrieb Matt Brennan:
> Good Day,
> 
>   I am running RT 4.2.12. The system clock is in GMT, and all messages
> are logged in GMT. It is running Ubuntu 14.04.3 LTS. We are running
> Apache2 with modperl. The timezone, in RT_SiteConfig, is set to
> "America/New_York" which exists in /usr/share/zoneinfo. 
> 
>   However, whatever a user sets their timezone to (we have users all
> over the world) it still shows as GMT for them. 
> 
>   I have tried setting my timezone (in About Me) to America/New_York,
> EST5EDT and EST. No matter what, I still see GMT. 
> 
>   Anyone thoughts are appreciated. 
> 
> -Matt


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Re: [rt-users] [request-tracker-maintainers] Bug#809376: rt4-fcgi: support systemd init natively

[Christian Loos]

Am 30.12.2015 um 00:37 schrieb Dominic Hargreaves:
> Hi Chris,
> 
> Thanks for this. I noticed that your service unit file does not include
> any mention of a dependency on mysql or postgresql; something that was
> recently added to the init script exactly for systemd compatibility.
> Do you know if this should be added to the unit file too?
> 
> Cheers,
> Dominic.

Hi Dominic,

actually the Restart=on-failure and RestartSec=5 lets spawn-fcgi
try to connect to the database every 5 seconds.

As this works for both, database on the same host and database on a
remote host, I think this is the better solution.

Chris

[rt-users] rt4 fcgi systemd service unit file

[Christian Loos]

Hi Dominic,

I noticed that you still use an init script for your rt4-fcgi Debian
package in jessie. I've created a systemd service unit file [1], which
works fine for me. Maybe you can update your package with this one.

Chris

[1] https://gist.github.com/cloos/abbadf961558bb9cdc7e

Re: [rt-users] no To: header in AdminCC's mails

[Christian Loos]

Am 08.12.2015 um 08:01 schrieb Woody - Wild Thing Safaris:
> Hi all,
> 
> I was sure this would have come up somewhere but i can't make a search
> produce any results. This also tells me that it's most likely my error
> if no-one else has the problem
> 
> Mails to "AdminCC" are sent as a BCC, but there is no To: or CC: fields,
> so spam filtering marks all the mails as spam.
> 
> 1.2 MISSING_HEADERSMissing To: header
> 1.9 REPLYTO_WITHOUT_TO_CC  REPLYTO_WITHOUT_TO_CC
> 
> I have made a workaround solution by putting a To: header in the admincc
> template that sends the mail to a /dev/null mailbox, but that's hardly
> ideal.
> 
> Below are the full headers of the mail
> 
> thanks in advance for any suggestions
> 
> Woody.

You shoudl set the $UseFriendlyToLine config option:
https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#UseFriendlyToLine

Chris

Re: [rt-users] no To: header in AdminCC's mails

[Christian Loos]

Am 08.12.2015 um 09:21 schrieb Woody - Wild Thing Safaris:
> Thanks for your swift response Chris - thought it must be my config.
> In a similar vein, should i set FriendlyFromLine too to maintain RFC
> compliance?
> 
> w.

Setting $FriendlyFromLine isn't necessary because the outgoing mail will
always have a From header.

Setting $FriendlyFromLine just changes the format of the From header,
which you can customize by $FriendlyFromLineFormat.

Chris

Re: [rt-users] Find the first day of this month

[Christian Loos]

Hi Chris,

won't help you now but RT 4.4.0 will support this if you set
$PreferDateTimeFormatNatural to 1:
https://github.com/bestpractical/rt/commit/4836a20

If you really need this in RT 4.2 you can try applying these commits:
https://github.com/bestpractical/rt/commit/f446755
https://github.com/bestpractical/rt/commit/e527517
https://github.com/bestpractical/rt/commit/4836a20

Maybe this will work, but I didn't checked it.

Chris

Am 08.12.2015 um 11:55 schrieb Chris Herrmann:
> Hi all,
> 
> This has been kicked around a few times over the years if google & the
> list archives are anything to go on, but I haven't actually seen a
> solution that meets what any of the requestors (and me) want.
> 
> Which is... to run a search using a date like:
> 
> Queue = 'myqueue' and (  ( Status = 'open' or Status = 'new' ) OR ( 
> Resolved > 'first dow after last month' ) )
> 
> 
> or "last month + 1" or "first dom" or really anything that will
> programmatically always return the first day of this month. I have a
> shell script that does this by constructing a date in bash, and then
> passing the date to the query as a variable, but I can't do this within
> the "save search" function.
> 
> 
> The reason I'm after "save search" is that the HTML reports are easier
> for humans to read than the TSV extracts that the bash scripts generate.
> 
> 
> things like "last month" get close - but it simply works out "now - 30
> days". And I can't see a way in Time::ParseDate to extract the month and
> year in the same way I would in bash using something like `date +%b`
> 
> 
> MIT have a nice page that has better examples than the Time::Parse doco
> http://kb.mit.edu/confluence/pages/viewpage.action?pageId=4269222  but I
> can't work out how to construct the thing I want using what's available.
> 
> 
> Please tell me I'm wrong!
> 
> 
> Regards,
> 
> 
> Chris
> 

Re: [rt-users] Unable to create scrips in RT 4.2.12

[Christian Loos]

Hi Brent,

you should give Callbacks [1] a chance.
We use this for years. Minor (4.2.11 > 4.2.12) version updates are done
without any modification. Sometimes even major (4.2.12 > 4.4.0) updates
can be make without changing a callback file.

Chris

[1]
https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html#Callbacks

Am 11.11.2015 um 03:53 schrieb Parish, Brent:
> Good catch!
> 
>  
> 
> I’m sure other people have better ways to do this, but this is what
> works for me in our environment:
> 
>  
> 
> First I copy the original RT file into the local/  directory tree (per
> standard RT modification practices).
> 
> But I make two copies there – one is named with a “.orig” file extension.
> 
>   e.g.
> 
> Tabs
> 
>  Tabs.orig
> 
>  
> 
> The .orig file is a copy of the original Tabs file (at the time I
> modified it, lets say version 4.0.9.
> 
> After I run an upgrade (e,g, to 4.2.12), I first do a ‘diff’ on the
> Tabs.orig (remember, that is 4.0.9) against the new Tabs (4.2.12).
> 
> If the files are the same (no changes in the new version of RT), I keep
> my changed Tabs file as-is.
> 
> If there are changes in the new rev, I must manually merge my changes
> into it.
> 
> (and then copy the new version (original) as the new Tabs.orig, ready
> for the next upgrade).
> 
>  
> 
> A nice side effect of this is that I can run a ‘find’ command after each
> upgrade for *.orig, to ensure I am merging all code changes.
> 
>  
> 
> Just my 2 cents.
> 
> -  Brent
> 

Re: [rt-users] What's huge RT/Mysql

[Christian Loos]

Hi,

we have over 30 tickets and process 8 tickets a year.
We currently use a single VM for our RT (Webserver and Database on the
same Machine).
And our RT is still really fast.
Thanks to the BPS developers.

Chris

Am 04.11.2015 um 22:23 schrieb Albert Shih:
> Hi everyone,
> 
> I would like to know without any customisation how can a RT instance with
> mysql backend can goes.
> 
> As I understand it's the number of tickets who can be a issue.
> 
> Sowhen it's can become a problem ? 50 000 ? 100 000 ? 500 000 ?
> 
> And same question with specific hardware (like mysql on SSD).
> 
> Regards.
> 
> JAS

Re: [rt-users] Ticket not created from external email using external auth

[Christian Loos]

Hi,

I think you should add
Set( $AutoCreateNonExternalUsers, 1 );

See
https://github.com/bestpractical/rt-authen-externalauth/blob/master/lib/RT/Authen/ExternalAuth.pm#L118

Chris

Am 04.11.2015 um 17:30 schrieb Peter Viskup:
> Dear all,
> would like to ask you for an expert view on our issue.
> 
> We have RT 4.2 with ExternalAuth to LDAP (Microsoft AD) installed. All
> seems to work fine. Except the ticket is not created when sending emails
> from external email address.
> All permissions were setup correctly based on how-to
> http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat .
> Thank you for all your help in advance.
> 
> These are relevant RT_SiteConfig.pm entries (LDAP auth is working and
> LDAP users are created in RT):
> 
> Plugin('RT::Authen::ExternalAuth');
> Set( $ExternalAuthPriority, ["My_LDAP"] );
> Set( $ExternalInfoPriority, ["My_LDAP"] );
> Set( $WebRemoteUserAutocreate, 1 );
> Set( $UserAutocreateDefaultsOnLogin, { Privileged => 0 } );

Re: [rt-users] Problem with RT::SystemUser in escalatePriority

[Christian Loos]

OK, then remember this, once you will upgrade to RT 4.4, because this
version will support [1] searches like

Status = '__active__'

Chris

[1] https://github.com/bestpractical/rt/commit/20f3268

Am 29.10.2015 um 15:39 schrieb markus.wildb...@magna.com:
> Hi Christian!
> 
> Thanks a lot for your response! This solved my problem!
> 
> As we have different lifecycles in place, I stay with looping through
> all queues...
> 
> 
> Greetings,
> Markus

Re: [rt-users] round-robin auto assignment?

[Christian Loos]

Am 27.10.2015 um 16:57 schrieb Asif Iqbal:
> anyone added a logic to not auto assign the ticket if it is created
> during holiday or weekends?
> 
> We are using Lifecycles to implement Due date based on business hours
> using the SLA extension. But not sure how auto assign can take advantage
> of that.

If you have rt-extension-sla installed, then you can create a
Business::Hours [1] object in a RT scrip with:
my $bh = RT::Extension::SLA->BusinessHours;

If you don't have holidays in your sla config
(RT::ServiceBusinessHours), then you can feed the $bh from above within
you scrip.
We use Date::Holidays::DE [2] for this, which have the german holidays,
ans is also available for other countries.

Then you can check if you are within business hours with:
if ($bh->first_after(time()) == time()) {
# within business hours
} else {
# not within business hours
}


Chris

[1] https://metacpan.org/pod/Business::Hours
[2] https://metacpan.org/pod/Date::Holidays::DE

Re: [rt-users] Can values of Custom Field be based on Queue?

[Christian Loos]

Am 26.10.2015 um 15:18 schrieb Matt Zagrabelny:
> On Mon, Oct 26, 2015 at 2:56 AM, Chrilly Cheng  wrote:
>> Hi All,
>>
>> I'm trying to find to way to get this requirement work.
>>
>> We have multiple queues in RT, like queueA, queueB, queueC. All queues are
>> using the same Custom Field that applied to them. One of those Custom Fields
>> is called Customer, which is using external values from a REST API. What we
>> want is in different queue, this Customer filed should shows different
>> drop-down list for user to select.
>>
>> Can this be done?
> 
> Kind of...
> 
> Have separate CFs each named Customer and apply each to their
> respective queue. Then populate those CFs with the values you'd like.
> 
> We do this with a CF named 'Problem Type'. We put the queue name in
> the Description field of the CF so we can get a sense of what queue
> the CF is applied to when viewing the CF details.
> 
> The CFs won't be global, but they'll each have the same name, so code
> that is queue specific will load the correct Customer CF and thus the
> correct values for the CF.
> 
> The other solutions for this problem involve more JS and AJAXy code.

If you use RT 4.2.10 or later this can easily be done (see [1]).

In you ExternalValues method within your RT::CustomFieldValues::???
package put this:

my $queue  = $self->CustomFieldObject->ContextObject->QueueObj;

to get a RT::Queue object.
You can then return different values based on the Queue id or name.
I would prefer to use the Queue id instead of the Name as the later one
can easily be changed in the WebUI.
If you just want the Queue Id you can put this instead of the above in
your method:

my $queue_id = $self->CustomFieldObject->ContextObject->Queue;

because $self->CustomFieldObject->ContextObject is actually a RT::Ticket
object.


Chris

[1] https://github.com/bestpractical/rt/commit/a84b429

Re: [rt-users] round-robin auto assignment?

[Christian Loos]

Am 22.10.2015 um 22:21 schrieb Asif Iqbal:
> # get the user list from the file
> # this file has the list of users who will be assigned as owner in
> round-robin
> # you could have another logic external that could update this file to
> get the
> # generate the list of owners
> my $file = "/var/tmp/ownerlist";
> 
> return 1 unless open(my $fh, '<', $file);
> my @owners = <$fh>;
> return 1 unless close $fh;

I think a better solution for the owners list would be to create a group
in RT, assign the needed users to the group and then load the possible
owner from that group. With this, you can change the owners list from
the RT Webinterface.

Script code would be something like this:

my @owners;
my $users = RT::Users->new(RT->SystemUser);
$users->MemberOfGroup();
while( my $user = $users->Next ) {
push @owners, $user->Name;
}


Chris

Re: [rt-users] RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail

[Christian Loos]

Am 24.09.2015 um 23:42 schrieb Tim Gustafson:
> I think the problem is that NotifyActor is set to 0; when I changed it
> to 1, the e-mail originator got their autoreply.  But it seems to me
> that an autoreply should go out, even if NotifyActor is set to 0.  Did
> something change around that option recently?

This is the difference between the Notify* actions, which respects the
NotifyActor setting, and the "Autoreply To Requestors" action, which
sends always an auto reply regarding  of the NotifyActor setting.

The screen shot of your scrips shows, that you only user the Notify*
actions and don't have a script which uses the "Autoreply To Requestors"
action.
The "On Create Autoreply To Requestors" scrip [1], which is created on
RT installation, is missing.

Chris

[1]
https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L759-L762

Re: [rt-users] RT CLI CF query operators

[Christian Loos]

Hi,

interesting, pasting your query in the advanced query box doesn't report
any errors for me (rt 4.2.12).

What is your RT version?

Chris

Am 29.08.2015 um 03:05 schrieb supp...@pureview.com:
> Loos,
> 
> Thank you for the help but after I rectified the typo. I still getting a
> different errors.
> 
> rt list -i 'CF.{Modtrak} > 0 AND Created >= "2015-07-01" AND Created <=
> "2015-07-31"'
> rt: Invalid query: 'Wrong query, expecting a AGGREGATOR in 'CF.{Modtrak} >
> 0 AND Created >='"2015-07-01'>" AND Created <='"<--here2015-07-31'"' at
> /opt/rt4/sbin/../lib/RT/SQL.pm line 130.

Re: [rt-users] How to add last comment to ticket query results?

[Christian Loos]

Am 28.08.2015 um 13:03 schrieb Ewan Meadows:
 I've been asked to add another column to a query which shows the last
 comment added to a ticket, any ideas how I can do this?
 
 Thanks,
 
 Ewan
 

Hi,

there is an extension for this:
https://github.com/bestpractical/rtx-ticketlisttransactions

Chris

Re: [rt-users] Including latest transactions in RSS-Feed

[Christian Loos]

Hi,

$transactions isn't undefined but $transactions is an empty collection
and thus $transactions-Last is undefined.
This happens on tickets that don't have a Comment transaction.

Depending in the surrounding code a simple

return unless $transactions-Count;

before the 'my $comment ...' would help here.


Also instead of

my $transactions = RT::Transactions-new($session{CurrentUser});
$transactions-LimitToTicket($Ticket-id);

you maybe better write

my $transactions = $Ticket-Transactions;

as this also takes merged tickets into account.

Chris

Am 27.08.2015 um 16:27 schrieb markus.wildb...@eu.magna.com:
 Hi guys!
 
 I've managed, to play a little bit with the RSS-feed generation at
 /html/Search/Elements/ResultsRSSView
 
 But at the moment I'm stuck at fetching the latest transaction with type
 Correspond or Comment from the database for displaying the right
 content.
 Is anybody out there who could help me with this?
 
 My current code looks like:
 
 while ( my $Ticket = $Tickets-Next()) {
 my $transactions = RT::Transactions-new($session{CurrentUser});
 $transactions-LimitToTicket($Ticket-id);

 # Limit to transactions with type Comment
 $transactions-Limit(
 FIELD = 'Type',
 VALUE = 'Comment'
 );
  
 my $content = $transactions-Last-Content;
 
 ...
 
 
 I get the following error in the logs:
  Can't call method Content on an undefined value at
 /opt/rt4-devel/local/html/Search/Elements/ResultsRSSView
 
 
 I don't know actually, why the variable $transactions has an undefined
 value.
 
 
 Greetings,
 Markus

Re: [rt-users] Error in Dashboard.

[Christian Loos]

Attached a script I use to find the users with the deleted dashboard in
their config.
Then go to Admin-Users, then goto Dashboards in menu on the users
page, mark the delete dashboard in the right select box (it will be a
line without a name) and then hit Delete.

Chris

Am 23.07.2015 um 16:24 schrieb Bryon Baker:
 Thanks for the response Chris.
 
 I look at the open ticket but they do not mention a work around.
 Do you know of a work around to fix the issue?
 
 Thanks
 Bryon Baker
 Network Operations Manager
 Copesan - Specialists in Pest Solutions
 800-267-3726  .  262-783-6261 ext. 2296
 bba...@copesan.com
 www.copesan.com
 Servicing North America with Local Care
 
 -Original Message-
 From: Christian Loos [mailto:cl...@netsandbox.de] 
 Sent: Thursday, July 23, 2015 7:00 AM
 To: Bryon Baker
 Cc: RT Users (rt-users@lists.bestpractical.com); t...@bestpractical.com
 Subject: Re: Error in Dashboard.
 
 Am 22.07.2015 um 17:25 schrieb Bryon Baker:
 Another error from same dashboard.

  

 Failed to load dashboard 757: Failed to load dashboard 757: Couldn't 
 find row (/opt/rt4/share/html/Elements/Tabs:471)
 
 You hit this bug:
 https://issues.bestpractical.com/Ticket/Display.html?id=29719
 
 Chris
 

#!/usr/bin/env perl

use 5.10.1;
use strict;
use warnings;

### after: use lib qw(@RT_LIB_PATH@);
use lib qw(/opt/rt4/local/lib /opt/rt4/lib);

my %opts;
use Getopt::Long;
GetOptions( \%opts,
help|h,
id=i,
);

use RT;
RT-LoadConfig();
RT-Config-Set(LogToSTDERR = 'warning');
RT-Init();

$| = 1;

use RT::Interface::CLI;
RT::Interface::CLI-ShowHelp if $opts{help} or not $opts{id};

my $Users = RT::Users-new(RT-SystemUser);
$Users-FindAllRows;

while (my $User = $Users-Next) {
my $dashboard_pref = $User-Preferences('DashboardsInMenu');
next unless $dashboard_pref;

my $dashboards = $dashboard_pref-{dashboards} || [];

next unless grep { $opts{id} == $_  } @$dashboards;

printf User %s has Dashboard %d in DashboardsInMenu Preference!\n,
$User-Name,
$opts{id};
}

=head1 NAME

rt-find-dashboardsinmenu - find users with a dashboard in DashboardsInMenu

=head1 SYNOPSIS

rt-find-dashboardsinmenu [options]

=head1 DESCRIPTION

Find users with an given dashboard id in their DashboardsInMenu preference.

=head1 OPTIONS

This script supports a few options.

=over

=item B-h, B--help

Display this documentation

=item B--id

The dashboard id to search for.

=back

=head1 AUTHOR

Christian Loos cl...@netcologne.de

=head1 LICENSE AND COPYRIGHT

This software is Copyright (C) 2014-2015, NetCologne GmbH.

This is free software, licensed under:

  The GNU General Public License, Version 2, June 1991

=head1 SEE ALSO

=over

=item Lhttp://issues.bestpractical.com/Ticket/Display.html?id=29719

=back

=cut

1;

Re: [rt-users] Error in Dashboard.

[Christian Loos]

Am 22.07.2015 um 17:25 schrieb Bryon Baker:
 Another error from same dashboard.
 
  
 
 Failed to load dashboard 757: Failed to load dashboard 757: Couldn't
 find row (/opt/rt4/share/html/Elements/Tabs:471)

You hit this bug:
https://issues.bestpractical.com/Ticket/Display.html?id=29719

Chris

Re: [rt-users] Send dashboard to members of a group

[Christian Loos]

Am 29.05.2015 um 09:39 schrieb markus.wildb...@eu.magna.com:
 Hi guys!
 
 I have a dashboard which I want to send to all members of a specified
 group. What would be the best way to do this?

Do you mean by group a RT user defined group?
If yes, sadly this isn't possible.

But I think it would be really great if we could subscribe users and
groups on dashboards like the watchers on queues.

Chris

Re: [rt-users] Help with Scrip for child / dependent tickets

[Christian Loos]

Hi,

this is what we use:


my $deps = $self-TicketObj-DependedOnBy;
while( my $link = $deps-Next ) {
next unless $link-BaseURI-IsLocal;
my $dep = $link-BaseObj;
next if $dep-QueueObj-IsInactiveStatus($dep-Status);
$dep-SetStatus('open') unless $dep-HasUnresolvedDependencies;
}


Chris

Am 22.05.2015 um 11:35 schrieb Jon Witts:
 Hi Aaron,
 
  
 
 Thanks for sharing your scrip. I think your scrip is similar but not
 quite what I was wanting to do. Yours seems hardcoded to only check for
 two child tickets. I would like my scrip to loop through all child
 tickets and change the status of the parent if all child tickets are
 resolved…
 
  
 
 Does anyone have any pointers? I can’t see where this is falling down.
 
  
 
 Thanks,
 Jon
 

[rt-users] ticket content search maybe doesn't work as excepted

[Christian Loos]

Hi,

playing around with the ticket content search I discovered many false
positive results.

The _TransContentLimit [1] fetches all transaction, notably also the
EmailRecord and CommentEmailRecord transactions which let the content
search also found matches for stings which are inserted by templates
into outgoing emails.

This isn't what I would expect. If I search for content I would expect
matches for the content of Create, Comment, Correspond, Forward Ticket
and Forward Transaction (the content of an incoming email or the content
of an RT user input).

Example (vanilla RT 4.2.11 with unindexed search [2] enabled):
* create a ticket with subject foo and content bar
* search for: Content LIKE 'Greetings'

I wouldn't expect a result here. But the 'Greetings' matches the one
from default 'HTML Autoresponse template' template [3].


Chris

[1]
https://github.com/bestpractical/rt/blob/stable/lib/RT/Tickets.pm#L828-997
[2]
https://bestpractical.com/docs/rt/4.2/full_text_indexing.html#UNINDEXED-SEARCH
[3] https://github.com/bestpractical/rt/blob/stable/etc/initialdata#L260-285

Re: [rt-users] blank outgoing emails still in RT 4.2.10

[Christian Loos]

Hi,

you just have to read the release notes [1] or upgrading documentation
[2], it's described in both.

Chris

[1] https://www.bestpractical.com/release-notes/rt/4.2.10
[2]
https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html#UPGRADING-FROM-4.2.9-AND-EARLIER

Am 24.03.2015 um 09:21 schrieb Eierschmalz, Bernhard:
 Hello,
 
 we had problems with empty outgoing mails from RT. Searching in our log 
 files, I found the same error as gilb...@dido.ca had. I found this mail 
 below and thought the problem would be solved in RT 4.2.10
 
 Now we have RT 4.2.10 but we still have the same problem. Customers receive 
 an empty mail and in the log files I can find the following:
   [error]: Failed to downgrade HTML to plain text: Can't call method 
 content on an undefined value at 
 /usr/local/share/perl/5.18.2/HTML/FormatText/WithLinks/AndTables.pm line 217.
   [...]
 
 Now I switched to HTML template and found out that now the outgoing mails are 
 OK. But the error messages in the log files are still there.
 Should I care about this? When will there be a final solution?
 
 
 Best regards
 Bernhard

Re: [rt-users] Improper display of ticket transaction's HTML

[Christian Loos]

Hi,

upgrading to a more recent version of RT and installing HTML::Gumbo
gives you tables in transactions (RT supports this since 4.2.6) [1].

If you can't upgrade, you can use RT::Extension::PermissiveHTMLMail [2].

Chris

[1] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#PreferRichText
[2] https://github.com/bestpractical/rt-extension-permissivehtmlmail

Am 10.03.2015 um 20:35 schrieb Jeff Blaine:
 Hi,
 
 We're using RT 4.2.5 (for now).
 
 $PreferRichText is turned on.
 
 We've put in place a Web_Local.pm that is allowing all tags via:
 
 push @SCRUBBER_ALLOWED_TAGS, qw('*');
 
 Something is still mucking with our HTML though, specifically (that
 we've found so far) various table tags' attributes like borders and
 padding seem to not be rendered properly. The table borders don't render
 at all.
 
 Any ideas?
 
 It is a little unclear to me exactly how to use
 %SCRUBBER_ALLOWED_ATTRIBS ... setting it to {'*', 1} caused various
 links in the web UI to not work anymore.
 

Re: [rt-users] The use of $Ticket{'TOP'}-CustomFieldValues($fieldname) with RT::Action::CreateTickets

[Christian Loos]

@Alex:
CreateTickets support both, CustomField and CF keys [1].

@Landon:
Why don't you simply add this lines to you template, as you are using a
static customfield list and don't want to add all customfields (assuming
you customfields are single value fields):

CF-Customfield1: {$Tickets{'TOP'}-FirstCustomFieldValue('Customfield1')}
CF-Customfield2: {$Tickets{'TOP'}-FirstCustomFieldValue('Customfield2')}
CF-etc: {$Ticket{'TOP'}-FirstCustomFieldValue('etc')}

Chris

[1]
https://github.com/bestpractical/rt/blob/stable/lib/RT/Action/CreateTickets.pm#L223-224

Am 10.03.2015 um 10:29 schrieb Alex Peters:
 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
 mailto: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 mailto: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] local directory customization ignored for ShowSummary ?

[Christian Loos]

Am 11.02.2015 um 18:23 schrieb Arnaud Abélard:
 I created the new directory path
 /opt/rt4/local/share/html/Ticket/Elements/ and copied there the original
 file /opt/rt4/share/html/Ticket/Elements/ShowSummary. Made my change,
 cleared the mason cache, restarted apache and the changes are just ignored.

The correct path for your modified file is:
/opt/rt4/local/html/Ticket/Elements/ShowSummary

Chris

Re: [rt-users] Autoreply Template Script

[Christian Loos]

Am 03.02.2015 um 10:57 schrieb Vas:
 So none of provide a web interface to view the status of there tickets?
 If yes how do you do it?
 Because from the user side If I send requests on a regular basis and decided
 to see the status of them I would not remember the username and password
 that was generated on my first ever request which could be a long while ago.
 
 Vas
 
 
 
 --
 View this message in context: 
 http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59509.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.
 

Have a Look at how RSS feeds work [1].

Create a new page local/html/NoAuth/TicketStatus/dhandler which is
mostly a copy of the RSS dhandler but instead generating an RSS feed
displays a page where the user can see their tickets.

Whenever a user create a ticket you can send them a link to the
TicketStatus page which includes the auth token like here [2].

Chris

[1] https://github.com/bestpractical/rt/tree/stable/share/html/NoAuth/rss
[2]
https://github.com/bestpractical/rt/blob/stable/share/html/Elements/Tabs#L846-861

Re: [rt-users] Adding (by default) custom field to the simple search

[Christian Loos]

Hi,

add on top of the file this lines:

package RT::Search::Simple;
use strict;
use warnings;
no warnings 'redefine';

Chris

Am 15.01.2015 um 16:14 schrieb Daniel Schwager:
 Hi,
 
 I updated to 4.2.6 (from 3.8.8) in our lab - look fine. Now, I'm going to add 
 some small customizations.
 
 E.g. the simple Search (the search field in the web-ui on the top right) 
 should also search for a custom field.
 Therefore, I added an overlay /opt/rt4/local/lib/RT/Search/Simple_Local.pm 
 with the content (1) - but it does not work.
 
 It the file is parsed from RT, but the methods are not be called.
 
 Is there something I missed ?
 
 regards
 Danny
 
 
 (1) /opt/rt4/local/lib/RT/Search/Simple_Local.pm
 # $_[0] is $self  
   
   
 # $_[1] is escaped value without surrounding single quotes
   
   
 # $_[2] is a boolean of was quoted by the user? 
   
   
 #   ensure this is false before you do smart matching like $_[1] eq me  
   
   
 # $_[3] is escaped subkey, if any (see HandleCf)  
   
   
 sub HandleDefault   {
 $RT::Logger-debug(dts-HandleDefault);
 my $fts = RT-Config-Get('FullTextSearch');
 if ($fts-{Enable} and $fts-{Indexed}) {
 return default = (Subject LIKE '$_[1]' OR Content LIKE '$_[1]' OR 
 'CF.{CF-Customer}' LIKE '$_[1]');
 } else {
 return default = (Subject LIKE '$_[1]' OR 'CF.{CF-Customer}' LIKE 
 '$_[1]' );
 }
 }
 
 sub HandleSubject   { 
$RT::Logger-debug(dts-HandleSubject); 
return subject   = (Subject LIKE '$_[1]' OR  'CF.{CF-Customer}' LIKE 
 '$_[1]'); 
 }
 
 1;
 
 
 

Re: [rt-users] a few trivial questions about tickets

[Christian Loos]

Am 15.01.2015 um 12:07 schrieb Luca Ferrari:
 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?

There is an extension for editing custom fields on reply and comment:
https://github.com/bestpractical/rt-extension-customfieldsonupdate

Chris

Re: [rt-users] save addresses on tickets

[Christian Loos]

Am 12.12.2014 um 13:33 schrieb Alex Peters:
 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.
I recently got the info from my users that we also need to group by
address (Charts), so this isn't possible with you suggestion.

 
 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.
Interesting idea.
I currently investigate if your above solution fits better or if I
create a new Address object which I can link to tickets. This requires
more coding but would be the cleaner solution.

 
 On 27 November 2014 at 21:29, Christian Loos cl...@netcologne.de
 mailto: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] Howto overwrite user preferences

[Christian Loos]

devel/tools/rt-attributes-editor

http://www.bestpractical.com/docs/rt/4.2/rt-attributes-editor.html

Am 12.12.2014 um 13:10 schrieb Alex Peters:
 The sbin/rt-preferences-viewer script will at least let you view
 non-default user preferences, but not let you change them.  I personally
 don't know of any way to programmatically alter them though.
 
 On 4 December 2014 at 02:58, Sternberger, Sven sven.sternber...@desy.de
 mailto:sven.sternber...@desy.de wrote:
 
 Hello!
 
 we will upgrade soon our RT from 3.8.7 to 4.2.9, and
 I would like to initially set the preference
 for Theme  on System default (in our case now rudder)
 
 I found that the Preferences are stored in the DB in the table
 Attributes with the Name Pref-RT::System-1, but is there a way
 to override/alter them?
 
 In the content I only see something like
 
 BQkDARcDMTIwHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw=
 
 regards!
 
 Sven
 

Re: [rt-users] Complex search for users, as for tickets

[Christian Loos]

Am 26.11.2014 um 14:55 schrieb Gaston Huot:
 Is it possible in RT to :
 
   * do a search for users with some search parameters?
   * as for tickets, include this search within a dashboard ?

If the search parameters are static you can write a new portlet [1]
which you can include in an dashboard.

Chris

[1]
https://github.com/bestpractical/rt/blob/fa52686ac781509d22a3d838f3b80a47f463a287/docs/writing_portlets.pod

Re: [rt-users] REST and umlauts in Custom Field names

[Christian Loos]

Am 11.12.2014 um 15:31 schrieb Jasper Olbrich:
 Hello,
 
 I'm trying to use REST to create tickets in a queue that uses Custom
 Fields. It works well for CFs without umlauts, but I couldn't find a way
 yet to fill the CF Größe.
 
 I'm sending the data with Python's urllib module, the request body looks
 like
 
 content=id%3A+ticket%2Fnew%0AQueue%3A+Test-Queue%0ARequestor%3A+jasper.olbrich%40students.uni-marburg.de%0ASubject%3A+Encoding+von+CustomFields%0AText%3A+%3CThe+ticket+content%3E%0ACF-Gr%C3%B6%C3%9Fe%3A+A0%0ACF-working%3A+workinguser=$userpass=$pass
 
 
 where CF-Gr%C3%B6%C3%9Fe is the urlencoded CF name. I also tried to
 circumvent urlencoding for this particular CF name:
 
 content=id%3A+ticket%2Fnew%0AQueue%3A+Test-Queue%0ARequestor%3A+jasper.olbrich%40students.uni-marburg.de%0ASubject%3A+Encoding+von+CustomFields%0AText%3A+%3CThe+ticket+content%3E%0ACF-working%3A+working%0ACF-Gr\xc3\xb6\xc3\x9fe%3A+A0user=$userpass=$pass
 
 
 \xc3\xb6\xc3\x9 is the byte sequence for utf-8 encoded unicode öß.
 
 I also tried to add charset=utf-8 to the content encoding header, but
 to no avail.
 
 Is it possible to write CFs via REST? Reading works fine.
 

Hi,

use CF-123 (with 123 being the CF id).

Chris

Re: [rt-users] plugins link to module file, not package file

[Christian Loos]

Am 08.12.2014 um 19:09 schrieb Jo Rhett:
 Which is said where and how?
 
 The point is to improve the documentation such that available paths for 
 installation are clear. Your suggestion for yet another undocumented path is 
 just further argument that the extensions documentation should be improved.

I think you missed that RT extension are Perl modules.
If they are available on CPAN, you can install them the CPAN way which
is documented here:
http://www.cpan.org/modules/INSTALL.html

Chris

Re: [rt-users] Attachment size issue?

[Christian Loos]

Am 04.12.2014 um 21:32 schrieb Alex Vandiver:
 Thus, in addition to setting max_allowed_packet, you will need to
 increase innodb_log_file_size, or you'll only be able to insert files
 which are  5M (or, on 5.6.22 or higher,  10M).  Note that increasing
 innodb_log_file_size is slightly complex:
 
 http://www.percona.com/blog/2011/07/09/how-to-change-innodb_log_file_size-safely/

MySQL 5.6.8 resize the log files automatically:

http://dev.mysql.com/doc/refman/5.6/en/innodb-data-log-reconfiguration.html

Chris

Re: [rt-users] plugins link to module file, not package file

[Christian Loos]

Am 03.12.2014 um 10:40 schrieb Jo Rhett:
 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.

Why do you want to download the extension?
You can install them by cpan with
cpan RT::Extension::MandatorySubject

Chris

[rt-users] save addresses on tickets

[Christian Loos]

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] Problem with date

[Christian Loos]

RT saves dates in the DB in UTC.

In the web interface dates are displayed based on the RT_SiteConfig.pm
[1] or User timezone.

Maybe just your timezone config is wrong.

Chris

[1] http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone

Am 20.11.2014 um 15:17 schrieb Bryon Baker:
 Thanks for your response Christian.
 
 So where it RT is that configuration?
 
 This is why I developed the script to update the resolved date and 
 timeworked.  I have been trying to get this to work for months and I have 
 completely missed the configuration you are talking about. 
 
 Thanks
 Bryon Baker
 Network Operations Manager
 Copesan - Specialists in Pest Solutions
 800-267-3726  .  262-783-6261 ext. 2296
 bba...@copesan.com
 www.copesan.com
 Servicing North America with Local Care
 
 -Original Message-
 From: Christian Loos [mailto:cl...@netcologne.de] 
 Sent: Thursday, November 20, 2014 1:52 AM
 To: Bryon Baker; RT Users (rt-users@lists.bestpractical.com)
 Subject: Re: Problem with date
 
 Hi,
 
 as far as I understand you script you try to set the ticket resolved date to 
 the transaction date when the ticket status is set to closed.
 
 If you have configured you RT correct this is done automatically by RT.
 
 So what is your intent with this script?
 
 Chris
 
 Am 19.11.2014 um 20:18 schrieb Bryon Baker:
 I am attempting use  the following code to update the Resolved date in 
 a ticket.  Thanks for the help in advance.

  

 package RT::Action::CSRUpdateResolvedTest;

 use base 'RT::Action';

 use strict;

 use warnings;

  

 sub Prepare

 {

 return 1;

 }

  

 sub Commit

 {



 my %mon2num = qw(

 jan 1  feb 2  mar 3  apr 4  may 5  jun 
 6

 jul 7  aug 8  sep 9  oct 10 nov 11 dec 
 12

 );

 my $self = shift;

 my $ticket = $self-TicketObj;

 my $datecreated = $ticket-CreatedObj-Unix;

 my $dateupdated = $ticket-LastUpdatedObj-Unix;

 my $datecreatedstr = $ticket-CreatedObj-AsString;

 my $dateupdatedstr = $ticket-LastUpdatedObj-AsString;

 my $dateresolved;

 my $dateresolvedstr;

 my @dateresolvedstr;

 my $transactions = $ticket-Transactions;

 $transactions-Limit( FIELD = 'Type', VALUE = 
 'Status', FIELD = 'NewValue', VALUE = 'closed');

 while (my $transaction = $transactions-Next)

 {

 $dateresolved = localtime($transaction-CreatedObj-Unix);

@dateresolvedstr = split( 
 ,$dateresolved);

$dateresolvedstr = $dateresolvedstr[4] . -
 . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . - .
 $dateresolvedstr[2] .   .  $dateresolvedstr[3];

  }

  

 print $dateresolvedstr .   . $dateresolved . \n;

 $ticket-SetResolved($dateresolvedstr);

  

 return 1;

 }

  

 The dates printed to the console are correct but when I view the 
 ticket the resolved date is different than the dates printed to the 
 console by
 6 hours.  This seems to me to be the off set for the time zone.  What 
 do I need to add for Request Tracker to take the date as is?

  

 Thanks

 Bryon Baker

 Network Operations Manager

 */Copesan/**/- Specialists in Pest Solutions/*

 800-267-3726  .  262-783-6261 ext. 2296

 bba...@copesan.com mailto:cstep...@copesan.com

 www.copesan.com http://www.copesan.com/

 */Servicing North America with Local Care/*

  

 
 

Re: [rt-users] Problem with date

[Christian Loos]

The ticket resolved date is updated if the ticket status changes to an
inactive one.
Maybe you have configured you lifecycle wrong as closed isn't one of
the status that RT ships with.

See: http://bestpractical.com/docs/rt/latest/RT_Config.html#inactive

Am 20.11.2014 um 15:40 schrieb Bryon Baker:
 The time zone is configured correctly.
 
 Maybe I state the issue wrong in the current configuration when a ticket is 
 closed the TimeWorked and the Resolved date are not updated.  
 
 Is there a configuration I need to add to turn on this automated feature?
 
 All other dates seem to be populating. Created, Started, Last Contact, 
 Updated and they are showing the correct dates.  But when a ticket is closed 
 the closed date does not get populated nor does the timework.
 
 Thanks
 Bryon Baker
 Network Operations Manager
 Copesan - Specialists in Pest Solutions
 800-267-3726  .  262-783-6261 ext. 2296
 bba...@copesan.com
 www.copesan.com
 Servicing North America with Local Care
 
 
 -Original Message-
 From: Christian Loos [mailto:cl...@netcologne.de] 
 Sent: Thursday, November 20, 2014 8:33 AM
 To: Bryon Baker; RT Users (rt-users@lists.bestpractical.com)
 Subject: Re: Problem with date
 
 RT saves dates in the DB in UTC.
 
 In the web interface dates are displayed based on the RT_SiteConfig.pm [1] or 
 User timezone.
 
 Maybe just your timezone config is wrong.
 
 Chris
 
 [1] http://bestpractical.com/docs/rt/latest/RT_Config.html#Timezone
 
 Am 20.11.2014 um 15:17 schrieb Bryon Baker:
 Thanks for your response Christian.

 So where it RT is that configuration?

 This is why I developed the script to update the resolved date and 
 timeworked.  I have been trying to get this to work for months and I have 
 completely missed the configuration you are talking about. 

 Thanks
 Bryon Baker
 Network Operations Manager
 Copesan - Specialists in Pest Solutions
 800-267-3726  .  262-783-6261 ext. 2296 bba...@copesan.com 
 www.copesan.com Servicing North America with Local Care

 -Original Message-
 From: Christian Loos [mailto:cl...@netcologne.de]
 Sent: Thursday, November 20, 2014 1:52 AM
 To: Bryon Baker; RT Users (rt-users@lists.bestpractical.com)
 Subject: Re: Problem with date

 Hi,

 as far as I understand you script you try to set the ticket resolved date to 
 the transaction date when the ticket status is set to closed.

 If you have configured you RT correct this is done automatically by RT.

 So what is your intent with this script?

 Chris

 Am 19.11.2014 um 20:18 schrieb Bryon Baker:
 I am attempting use  the following code to update the Resolved date 
 in a ticket.  Thanks for the help in advance.

  

 package RT::Action::CSRUpdateResolvedTest;

 use base 'RT::Action';

 use strict;

 use warnings;

  

 sub Prepare

 {

 return 1;

 }

  

 sub Commit

 {



 my %mon2num = qw(

 jan 1  feb 2  mar 3  apr 4  may 5  
 jun
 6

 jul 7  aug 8  sep 9  oct 10 nov 11 
 dec
 12

 );

 my $self = shift;

 my $ticket = $self-TicketObj;

 my $datecreated = $ticket-CreatedObj-Unix;

 my $dateupdated = $ticket-LastUpdatedObj-Unix;

 my $datecreatedstr = $ticket-CreatedObj-AsString;

 my $dateupdatedstr = $ticket-LastUpdatedObj-AsString;

 my $dateresolved;

 my $dateresolvedstr;

 my @dateresolvedstr;

 my $transactions = $ticket-Transactions;

 $transactions-Limit( FIELD = 'Type', VALUE = 
 'Status', FIELD = 'NewValue', VALUE = 'closed');

 while (my $transaction = $transactions-Next)

 {

 $dateresolved = 
 localtime($transaction-CreatedObj-Unix);

@dateresolvedstr = split( 
 ,$dateresolved);

$dateresolvedstr = $dateresolvedstr[4] . -
 . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . - .
 $dateresolvedstr[2] .   .  $dateresolvedstr[3];

  }

  

 print $dateresolvedstr .   . $dateresolved . \n;

 $ticket-SetResolved($dateresolvedstr);

  

 return 1;

 }

  

 The dates printed to the console are correct but when I view the 
 ticket the resolved date is different than the dates printed to the 
 console by
 6 hours.  This seems to me to be the off set for the time zone.  What 
 do I need to add for Request Tracker to take the date as is?

  

 Thanks

 Bryon Baker

 Network Operations Manager

 */Copesan/**/- Specialists in Pest Solutions/*

 800-267-3726  .  262-783-6261 ext. 2296

 bba...@copesan.com mailto:cstep...@copesan.com

 www.copesan.com http://www.copesan.com/

 */Servicing North America with Local Care/*

  



 
 

Re: [rt-users] Problem with date

[Christian Loos]

Hi,

as far as I understand you script you try to set the ticket resolved
date to the transaction date when the ticket status is set to closed.

If you have configured you RT correct this is done automatically by RT.

So what is your intent with this script?

Chris

Am 19.11.2014 um 20:18 schrieb Bryon Baker:
 I am attempting use  the following code to update the Resolved date in a
 ticket.  Thanks for the help in advance.
 
  
 
 package RT::Action::CSRUpdateResolvedTest;
 
 use base 'RT::Action';
 
 use strict;
 
 use warnings;
 
  
 
 sub Prepare
 
 {
 
 return 1;
 
 }
 
  
 
 sub Commit
 
 {
 

 
 my %mon2num = qw(
 
 jan 1  feb 2  mar 3  apr 4  may 5  jun 6
 
 jul 7  aug 8  sep 9  oct 10 nov 11 dec 12
 
 );
 
 my $self = shift;
 
 my $ticket = $self-TicketObj;
 
 my $datecreated = $ticket-CreatedObj-Unix;
 
 my $dateupdated = $ticket-LastUpdatedObj-Unix;
 
 my $datecreatedstr = $ticket-CreatedObj-AsString;
 
 my $dateupdatedstr = $ticket-LastUpdatedObj-AsString;
 
 my $dateresolved;
 
 my $dateresolvedstr;
 
 my @dateresolvedstr;
 
 my $transactions = $ticket-Transactions;
 
 $transactions-Limit( FIELD = 'Type', VALUE =
 'Status', FIELD = 'NewValue', VALUE = 'closed');
 
 while (my $transaction = $transactions-Next)
 
 {
 
 $dateresolved = localtime($transaction-CreatedObj-Unix);
 
@dateresolvedstr = split( ,$dateresolved);
 
$dateresolvedstr = $dateresolvedstr[4] . -
 . $mon2num{lc substr($dateresolvedstr[1], 0, 3)} . - .
 $dateresolvedstr[2] .   .  $dateresolvedstr[3];
 
  }
 
  
 
 print $dateresolvedstr .   . $dateresolved . \n;
 
 $ticket-SetResolved($dateresolvedstr);
 
  
 
 return 1;
 
 }
 
  
 
 The dates printed to the console are correct but when I view the ticket
 the resolved date is different than the dates printed to the console by
 6 hours.  This seems to me to be the off set for the time zone.  What do
 I need to add for Request Tracker to take the date as is?
 
  
 
 Thanks
 
 Bryon Baker
 
 Network Operations Manager
 
 */Copesan/**/- Specialists in Pest Solutions/*
 
 800-267-3726  •  262-783-6261 ext. 2296
 
 bba...@copesan.com mailto:cstep...@copesan.com
 
 www.copesan.com http://www.copesan.com/
 
 */Servicing North America with Local Care/*
 
  
 

Re: [rt-users] Any way to turn subscription email into a .html document?

[Christian Loos]

Am 04.11.2014 um 22:49 schrieb Duncan Napier:
 
 - Original Message -
 I have created some RT Subscriptions, but I was wondering if there is an easy
 way to convert the subscription content into a HTML document?

 The emailed subscription appears as a very nicely formatted HTML/ajax email
 in my Zimbra mail system, but I would prefer it be posted as a HTML document
 that people could access. Could the email (with MIME-encapsulated attachment
 - I believe) output be piped to a file and turned into a HTML document?  I
 am running RT 4.0.8 on CentOS 6.4 (final).
 
 Just in case anyone is interested, I managed to do this. Here is how it was 
 done:
 
 1) Create a subscription as a saved search, eg Search 1. 
 
 2) Create an alias/es or a user account/s each with the only purpose is 
 receiving email subscriptions (eg rt-mail-sear...@myserver.com).
 
 3) Set up the account rt-mail-sear...@myserver.com to receive the 
 subscription email from Search1.
 
 4) Set up a time/day for the RT subscription as frequently as you need using 
 the Subscription management page and crontab
 
 5) Set up a shell script to run through crontab shortly after the 
 subscription email is delivered as follows:
 
 # write the contents of the mailbox to a file called subscribe (or whatever 
 you choose). 
 # You will have to locate the mail directory for your system. 
 # For example in POSTFIX it may be ~rt-mail-search1/Maildir/new/, in Sendmail 
 it may be /var/mail/rt-mail-search1 and so on
 
 /bin/cat Maildir/new/*  subscription
 
 # Strip out everything between !DOCTYPE html and div (inclusive) 
 # and write it to a .html file (called search1-listing.html) - the email is 
 a HTML-formatted text document
 
 /bin/sed -n '/!DOCTYPE html/,/div/ p' subscription  search1-listing.html
 
 # Copy the extracted text to the share/html directory of your server
 
 /bin/cp search1-listing.html $rt_home/share/html
 
 # Fix permissions so it is readable
 /bin/chown apache:apache $rt_home/share/html/search1-listing.html
 
 # Delete the email in the mailbox to await the next subscription email
 
 /bin/rm ~rt-mail-search1/Maildir/new/*
 
 # Clear the mason cache as is required for the rt shared folder
 
 /bin/rm -rf $rt_home/var/mason_data/obj/*
 
 # Your subscription is now readable to all non-admin or external users with 
 authentication privileges
 
 http://www.myserver.com/SelfService/search1-listing.html
 

What do you exactly mean by subscription email?
Reading all above I would assume that you don't use RT Dashboards, but
thats exactly what you want:
* you can display them within the RT Webinterface
* you can send them as e-mail

Here is the documentation:
http://www.bestpractical.com/docs/rt/4.2/dashboards.html
While the documentation is for RT 4.2, dashboards are also available in
RT 4.0 without the DashboardInMenu function.

Chris

[rt-users] Dashboard E-Mail in MS Outlook

[Christian Loos]

Hi,

recently noticed that the RT 4.2 Dashboard E-Mails looks awful in MS
Outlook 2010:
* Ticket list missing styles
* Chart Table missing styles and width set to 100%

Attached some examples from Outlook and Thunderbird.
The problem is that Outlook is munching the styles instead of including
them, like Thunderbird.

Has anyone trick Outlook to display the Dashboard E-Mails in the same
way like Thunderbird?

Chris
-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] Date formatting

[Christian Loos]

Am 15.10.2014 um 10:21 schrieb Rinke Colen:
 Does anyone know how to format the date/time that {$Ticket-Created}
 returns in my email template? I want it to read Wednesday October 8,
 2014 at 5:31 PM (CET) or Woensdag 8 oktober 2014 om 17:31 (CET).
 (Second version is Dutch.)
 
 Rinke Colen
 CTO
 LinkedIn http://www.linkedin.com/in/rinkecolen | email
 mailto:rco...@experty.com
 
 experty®
 t: +31 (0)88 520 77 77
 w: experty.com http://www.experty.com/

{$Ticket-CreatedObj-AsString()}

Chris
-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] PriorityAsString : Priority and FinalPriority show unknown

[Christian Loos]

Hi Elisabeth,

if you don't set a InitialPriority on the queue page, the priority of a
new created ticket is 0. As you didn't defined a mapping for 0 in
PriorityAsString config you get the 'unknown' priority.

Just add 'Aucun = 0' to your PriorityAsString config and everything
should be fine.

Chris

Am 02.10.2014 um 18:49 schrieb elif...@free.fr:
 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

Re: [rt-users] Failed to load dashboard

[Christian Loos]

Am 16.09.2014 um 18:56 schrieb Carlos Ramos:
 Hi Christian,
 
 This script is great, I was able to identify the users with a reference
 to that specific dashboard. But I could not find how this information is
 stored in the DB (my best guess is attributes.content which is binary)
 and I really don't know much about the RT API. Do you know if it's
 possible to remove theses invalid references directly in the database?,
 if not, how can I do so through the RT API?
 
 In the RT API there is a DeletePreferences in the RT::User class, but i
 don't see how I can delete a specific DashboardInMenu id from the
 preferences. Any ideas about this?
 
 Thanks a lot for the help.

On the user modify page (Admin - Users) you can change a users
Dashboards in menu preference.
The right select box contains a row without a label for the deleted
dashboard, select this row and hit Delete.

Chris
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Re: [rt-users] Failed to load dashboard

[Christian Loos]

Am 16.09.2014 um 05:13 schrieb Carlos Ramos:
 Hello,
 
 I'm getting the following warning on my Apache error log every time I
 load pretty much every RT page and I would like to get rid of it:
 
 [warning]: Failed to load dashboard 235: Failed to load dashboard 235:
 Couldn't find row (/opt/rt4/share/html/Elements/Tabs:497)
 
 I guess some dashboard was deleted and it's somehow still referenced but
 not showing up in the UI. ¿How can I manually delete this reference?
 
 Thanks.
 
 -- 
 Carlos Ramos

Attached a simple Perl script I use.
The pod also notes the bug report for this.

Chris
#!/usr/bin/env perl

use 5.10.1;
use strict;
use warnings;

### after: use lib qw(@RT_LIB_PATH@);
use lib qw(/opt/rt4/local/lib /opt/rt4/lib);

use RT;
RT-LoadConfig;
RT-Init;

$| = 1;

my %opts;
use Getopt::Long;
GetOptions( \%opts,
help|h,
id=i,
);

$opts{help} = 1
unless $opts{id};

if ($opts{help}) {
use Pod::Usage;
print Pod::Usage::pod2usage(-verbose = 2);
exit;
}

my $Users = RT::Users-new(RT-SystemUser);
$Users-FindAllRows;

while (my $User = $Users-Next) {
my $dashboard_pref = $User-Preferences('DashboardsInMenu');
next unless $dashboard_pref;

my $dashboards = $dashboard_pref-{dashboards} || [];

next unless grep { $opts{id} == $_  } @$dashboards;

print sprintf User %s has Dashboard %d in DashboardsInMenu Preference!\n,
$User-Name,
$opts{id};
}

=head1 NAME

rt-find-dashboardsinmenu - find users with a dashboard in DashboardsInMenu

=head1 SYNOPSIS

rt-find-dashboardsinmenu [options]

=head1 DESCRIPTION

Find users with an given dashboard id in their DashboardsInMenu preference.

=head1 OPTIONS

This script supports a few options.

=over

=item B-h, B--help

Display this documentation

=item B--id

The dashboard id to search for.

=back

=head1 AUTHOR

Christian Loos cl...@netcologne.de

=head1 COPYRIGHT AND LICENCE

Copyright (C) 2014, NetCologne GmbH.
This library is free software; you can redistribute it and/or modify
it under the same terms as Perl itself.

=head1 SEE ALSO

=over

=item Lhttp://issues.bestpractical.com/Ticket/Display.html?id=29719

=back

=cut

1;
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[rt-users] ticket graph properties and unlimited depth

[Christian Loos]

Hi developer and user,

for ticket graphs you can set maximum depth to unlimit but this leads
to show only 6 levels of properties. This results in graphs where the
only property which is displayed for tickets above level 6 is the id,
which doesn't give you any useful information on this tickets.

I think it don't make sense to display 100 property blocks if you have
100 linked tickets.

I would propose to display only one property level if you set maximum
depth to unlimit and apply this properties to all tickets.

What do you think of this?

Chris
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[rt-users] difference between user Comments and FreeformContactInfo

[Christian Loos]

Hi,

what is the difference between the user Comments field and the
FreeformContactInfo field, from a user or admin view.

The difference I noticed is that FreeformContactInfo have a column_map
entry and Comments doesn't (in branch 4.0/column-map-validation
explicitly is blacklisted from validation [1]).

Are Comments meant for admin only viewable comments and
FreeformContactInfo for comments viewable for non admin users?

Chris

[1]
https://github.com/bestpractical/rt/commit/8921e1d26d215064f2533d9b38818d7b1a460868#diff-89c97dafa9b3acf921539f6545207c7bR72
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[rt-users] RT Extension installation on Centos 6

[Christian Loos]

Hi Centos guys,

I got an bug report [1] from a Centos 6 user which tried to install my
RT-Extension-BriefHistory [2].

RT::MasonComponentRoot is set to /usr/share/rt4/html and the make
install transcript of my extension shows:
Installing
/usr/share/rt4/html/Callbacks/BriefHistory/Ticket/Elements/ShowHistory/SkipTransaction

So the extension mason components are installed in
RT::MasonComponentRoot which I think is total wrong.

As the user says that there is no RT::LocalPluginPath I would think
there is something wrong with the RT package in Cenos.

Maybe someone who installed RT from the Centos package and use RT
extensions can share their knowledge with me.

Thanks.

Chris

[1] https://github.com/cloos/RT-Extension-BriefHistory/issues/1
[2] https://github.com/cloos/RT-Extension-BriefHistory
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Re: [rt-users] Hiding non-content transactions with callbacks

[Christian Loos]

Am 04.08.2014 um 22:36 schrieb Kevin Falcone:
 I considered giving this in my initial response, but it doesn't have
 the 4.2 compatible callback, so I didn't want to lead the original
 poster on until I'd had a chance to send a PR.
 
 -kevin

It uses the RT 4.2 callback since Oct last year [1]. ;-)

Chris

[1] https://github.com/cloos/RT-Extension-HistoryFilter/commit/6fd31b0

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Re: [rt-users] a configuration manager/plugin for RT

[Christian Loos]

Am 16.07.2014 11:00, schrieb Joop:
 On 16-7-2014 4:23, Alex Peters wrote:

 Please report these errors and warnings, because anything that ships
 directly with RT 4.2 should definitely be fully supported by RT 4.2.

 Don't know if I'm seeing the same errors but here are mine which
 suprised me quite a bit when running rt-dump-metadata
 [22390] [Wed Jul 16 08:52:21 2014] [warning]: DBD::Pg::st execute
 failed: ERROR:  column privatekey does not exist
 LINE 1: SELECT privatekey FROM Users WHERE id = $1
^ at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
 [22390] [Wed Jul 16 08:52:21 2014] [warning]: RT::Handle=HASH(0x2d51f68)
 couldn't execute the query 'SELECT privatekey FROM Users WHERE id = ?'
 at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522.
 DBIx::SearchBuilder::Handle::SimpleQuery() called at
 /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 714
 DBIx::SearchBuilder::Record::__Value() called at
 /opt/rt4/sbin/../lib/RT/Record.pm line 644
 RT::Record::__Value() called at ./sbin/rt-dump-metadata line 174
 (/usr/local/share/perl/5.10.1/Carp.pm:103)
 
 I haven't the faintest idea where 'privatekey' is coming from. It
 certainly isn't in my users table (pgpkey is). I'm running rt-4.0.20 and
 rt-4.2.5 and both have the same problem only when invoked with the '-a'
 flag.
 Running it without any parameters seems to produce valid output but also
 those warnings.
 
 Joop
 

There is already a bug report open for this [1] and a branch with only
one commit [2] which needs review.

Chris

[1] http://issues.bestpractical.com/Ticket/Display.html?id=22465
[2]
https://github.com/bestpractical/rt/commit/51ebb3affde6195fa3ce00e7a1343ba7e7971385
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Re: [rt-users] how to unset a ticket's Due date?

[Christian Loos]

Am 30.06.2014 08:04, schrieb Alex Peters:
 Given no answers yet, it seems that either no one can replicate this (in
 which case a works for me would prompt me to debug further) or no one
 has attempted to remove due dates from tickets in v4.2.5.
 
 I'll assume the latter and file a bug report.
 
 
 On 24 June 2014 21:40, Alex Peters a...@peters.net
 mailto:a...@peters.net wrote:
 
 I'm trying to remove a Due date from a ticket.
 
 Historically, entering - or 0 into the field worked fine for me.
  When I try this now however (RT v4.2.5), the page just reloads and
 the date doesn't get removed.  Neither not set nor just whitespace
 have any effect when entered either.
 
 Nothing amazing is showing up in the logs:
 
 [...] [warning]: Couldn't parse date '-' by Time::ParseDate
 (.../RT/Date.pm:231)
 [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate
 (.../RT/Date.pm:231)
 
 What's the official way to remove a Due date from a ticket now?
 

Just set the date to 0.

Chris
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Re: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ?

[Christian Loos]

Am 27.06.2014 23:02, schrieb Al Joslin:
 I was asked by one of my users, what happens if two people are editing a 
 ticket at the same time ?  
 
 Our current system, that I'm trying to replace, tells users when another user 
 is editing the same ticket
 
 I tried editing one ticket with two users at the same time -- I could see no 
 notice/indication that someone else was modifying that same ticket
 
 I've searched the web/wiki/docs -- I don't see anything about it
 
 I can't believe the most used ticketing software in the world can't/doesn't 
 protect against multiple users editing the same ticket at the same time
 
 what am I missing ?
 
 Al;
 

Have a look on this:
https://github.com/bestpractical/rt-extension-ticketlocking

Chris
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Re: [rt-users] how to unset a ticket's Due date?

[Christian Loos]

I just couldn't believe that something like this could be broken but
indeed this works in 4.2.4 and is broken in 4.2.5.

I think this is related to this commit:
https://github.com/bestpractical/rt/commit/c4f7c8f

Especially the change to RT::Date-Unix as I see this the logs if I enter 0:
Passed a unix time less than 0, forcing to 0: [-3600]


Chris


Am 30.06.2014 10:04, schrieb Alex Peters:
 Thank you, but entering 0 does not work for me.
 
 On 30/06/2014 5:30 pm, Christian Loos cl...@netcologne.de
 mailto:cl...@netcologne.de wrote:
 
 Am 30.06.2014 08:04, schrieb Alex Peters:
  Given no answers yet, it seems that either no one can replicate
 this (in
  which case a works for me would prompt me to debug further) or
 no one
  has attempted to remove due dates from tickets in v4.2.5.
 
  I'll assume the latter and file a bug report.
 
 
  On 24 June 2014 21:40, Alex Peters a...@peters.net
 mailto:a...@peters.net
  mailto:a...@peters.net mailto:a...@peters.net wrote:
 
  I'm trying to remove a Due date from a ticket.
 
  Historically, entering - or 0 into the field worked fine
 for me.
   When I try this now however (RT v4.2.5), the page just
 reloads and
  the date doesn't get removed.  Neither not set nor just
 whitespace
  have any effect when entered either.
 
  Nothing amazing is showing up in the logs:
 
  [...] [warning]: Couldn't parse date '-' by Time::ParseDate
  (.../RT/Date.pm:231)
  [...] [warning]: Couldn't parse date 'not set' by Time::ParseDate
  (.../RT/Date.pm:231)
 
  What's the official way to remove a Due date from a ticket now?
 
 
 Just set the date to 0.
 
 Chris

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Re: [rt-users] rt-mailgate https - problem

[Christian Loos]

Replace in the URL parameter to rt-mailgate localhost with the FQDN.

Chris

Am 30.06.2014 11:17, schrieb DD DD:
 Hello,
 
 I have following problem:
 
 root@rt:~# rt-mailgate --debug --action correspond
 --url=https://localhost/rt --queue General  /root/test.msg
 /usr/bin/rt-mailgate: temp file is '/tmp/4iP43YcvGf/qapxKbbAkW'
 /usr/bin/rt-mailgate: connecting to
 https://localhost/rt/REST/1.0/NoAuth/mail-gateway
 An Error Occurred
 =
 
 500 Can't connect to localhost:443
 
 /usr/bin/rt-mailgate: undefined server error
 root@rt:~#
 
 On my RT-server I can't checkin the tickets via https (https website via
 browser works fine - certificte is ok) - via http it works fine!
 
 The Apache errorlog is empty. what does this error mean?
 
 Best Regards
 
 

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Re: [rt-users] rt-mailgate https - problem

[Christian Loos]

Please keep replies to the list.

Which RT version are you using?

Because your apache making a redirect and rt-mailgate following
redirects only in RT 4.2.4 and newer.

Chris

Am 30.06.2014 12:09, schrieb DD DD:
 root@rt:~# wget https://HIDDEN/rt
 --2014-06-30 12:04:42--  https://HIDDEN/rt
 Resolving HIDDEN (HIDDEN)... HIDDEN
 Connecting to HIDDEN (HIDDEN)|HIDDEN|:443... connected.
 HTTP request sent, awaiting response... 301 Moved Permanently
 Location: https://HIDDEN/rt/ [following]
 --2014-06-30 12:04:42--  https://HIDDEN/rt/
 Reusing existing connection to HIDDEN:443.
 HTTP request sent, awaiting response... 200 OK
 Length: unspecified [text/html]
 Saving to: `rt'
 
 [
 =   
  
 ] 4,064   --.-K/s   in 0.01
 
 2014-06-30 12:04:43 (324 KB/s) - `rt' saved [4064]
 
 root@rt:~#
 
 It seems that Apache doesn't listen correct, but the hosts entry is correct.
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Re: [rt-users] Change Management Multiple Owners

[Christian Loos]

Am 25.06.2014 19:11, schrieb Alex Vandiver:
 Use:
 
 AdminCc: { $group-MemberEmailAddressesAsString }

Wouldn't it be better to use the group id as AdminCc?
Group Member changes would immediately affect also the approvals and you
can avoid loading the group within the approval create template.

Chris
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Re: [rt-users] creating tickets with CF values without ModifyCustomField right

[Christian Loos]

Am 02.06.2014 22:46, schrieb Parish, Brent:
 We have this same problem here.
 If you don't want to wait for the feature request to be implemented, here is 
 one way around it:
 
 I ended up creating a second set (copy) of the custom fields. 
 I named them the same thing, but with an underscore character appended.
 (e.g. If the custom field is called Application the second/copy custom 
 field would be called Application_)
 
 Then I gave 'everyone' the right to edit Application_ but not Application.
 I created a scrip that fires on Ticket Create that looks for all custom 
 fields with the underscore appended and copies them to the custom field of 
 the same name (but without the underscore).  The same scrip also moves the 
 ticket to the appropriate queue.
 
 In this way, the users can now create new tickets and set the initial values 
 of the custom fields.  But once the ticket has been created (thanks to the 
 scrip), it is moved into the proper queue and the users do not have rights to 
 change the custom field values there.
 
 Since this 'general' queue needs to have both sets of custom fields applied 
 to it (so the scrip can copy values from one set to the next), I also had to 
 customize the Self Service screen to hide the custom fields that did not have 
 the underscore appended (otherwise the user get confused seeing two copies of 
 [almost] the exact same field name).  
 
 Just an option that seems to work well for us.  =)
 
 - Brent

I think for you situation there is a much simpler solution without
duplicate custom fields:
Grant Everyone SeeCustomField on the custom field level and
ModifyCustomField on the queue level only for the queue where the ticket
is created.
If the user create the ticket they have the ModifyCustomField from the
queue level. If you then move the ticket to the right queue they have
only SeeCustomField from the custom field level.

I will think about if the ticket create in one queue and then move to
another queue will fit in my needs.


As we actually use a custom form within RT to create the ticket there is
a much simpler solution to allow users with SeeCustomField to set custom
field values on ticket create. Attached a patch.

This patch isn't enough if you use the built-in ticket create form, as
Elements/EditCustomFields limit the custom fields to which the user has
ModifyCustomField right.
To fix this you have to inspect in Elements/EditCustomFields the request
path and if it's '/Ticket/Create.html' then limit the custom fields by
SeeCustomField right otherwiese limit by ModifyCustomField right.

May one of the RT developers can have a look on this suggestions if this
would fit for inclusion in RT 4.4.

Also it should be discussed if SeeCustomField is sufficient to create
tickets with custom field values or if a new right
SetCustomFieldValuesOnCreate should be introduced.

Chris
--- /opt/rt4/lib/RT/CustomField.pm	2014-04-30 11:06:36.521983426 +0200
+++ /opt/rt4/local/lib/RT/CustomField.pm	2014-06-03 11:00:20.903356879 +0200
@@ -1527,7 +1527,11 @@
 );
 my $obj = $args{'Object'} or return ( 0, $self-loc('Invalid object') );
 
-unless ( $self-CurrentUserHasRight('ModifyCustomField') ) {
+my $right = ( ref $obj eq 'RT::Ticket' and $self-ValuesForObject($obj)-Count == 0 )
+? 'SeeCustomField'
+: 'ModifyCustomField';
+
+unless ( $self-CurrentUserHasRight($right) ) {
 return ( 0, $self-loc('Permission Denied') );
 }
 
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[rt-users] creating tickets with CF values without ModifyCustomField right

[Christian Loos]

Hi,

is it possible to create tickets with CF values for users that don't
have the ModifyCustomField right?
Currently if fails with Permission Denied in
RT::CustomField-AddValueForObject().

We have some users that use the RT WebUI to create tickets and must
enter on ticket create some CF values.
The same users also have ShowTicket (and ShowQueue) right to get later
some informations about the ticket history.
This users are don't allowed to change CF values later on the tickets,
so I can't give them the ModifyCustomField right.

It is also not obvious that you have to grant users the
ModifyCustomField right to be able to create tickets with CF values, as
they want to *Create* values and not *Modify* values.
As there isn't an CreateCustomField(Values) right I think at least for
ticket create it would be better if SeeCustomField would be sufficient
to create tickets with CF values.

Chris
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Re: [rt-users] Managerial reports

[Christian Loos]

Am 05.05.2014 20:39, schrieb Justin Killen:
 Often times in IT, issues will come into support staff and resolved
 without management ever knowing about it.  I have been tasked with
 providing management with a report that would show tickets closed within
 a certain date range, preferably restricted to a specific user.
 
  
 
 Are there any existing extensions/reports that would fit this need?  I
 tried Activity Reports, but the Activity Detail report has quite a lot
 of static in it, and the ticket Title doesn’t appear anywhere.  I think
 RTx::Statistics might works as well, but it doesn’t seem to be supported
 within RT 4.2 yet.
 
  
 
 Any suggestions?
 
  
 
 -Justin


http://bestpractical.com/docs/rt/4.2/dashboards.html
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Re: [rt-users] Date picker - Monday first?

[Christian Loos]

Am 17.04.2014 09:17, schrieb Andreas Heinlein:
 Thanks for your help. Unfortunately, I cannot get it to work, maybe I
 understood something wrong. I looked up the instructions for RT 4.0
 instead (forgot to mention we're still using 4.0) and did:
 mkdir -p local/share/html/NoAuth/js
 cp ./{jquery.ui.datepicker-de.js, jquery-ui-timepicker-de.js}
 local/share/html/NoAuth/js
 
 then added to RT_SiteConfig.pm
 Set(@JSFiles, ('jquery.ui.datepicker-de.js') );
 Set(@JSFiles, ('jquery.ui-timepicker-de.js') );
 
 I then cleared var/mason_data/obj and restarted apache. Afterwards I had
 no menu at the top and no datepicker at all. I guess something is wrong
 with the RT_SiteConfig.pm, but I'm really no good at perl, so maybe you
 can help me.
 
 Thanks,
 Andreas


For RT 4.0 you must copy @JSFiles from RT_Config.pm to RT_SiteConfig.pm
and add the 2 new js files to the list [1].

Don't forget to update RT_SiteConfig.pm once you upgrade to RT 4.2 as
the behavior of @JSFiles changed in RT 4.2 [2].

Chris

[1] http://www.bestpractical.com/docs/rt/4.0/RT_Config.html#JSFiles
[2] http://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html

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Re: [rt-users] Date picker - Monday first?

[Christian Loos]

Am 16.04.2014 10:38, schrieb Andreas Heinlein:
 Hello,
 
 ist it possible to set the date picker for date fields (Started, Due,
 ...) so that it uses a Monday first calendar view?
 
 Thanks,
 Andreas

If you add the js files [1] and [2] to RT as described here [3]
(replacing CSS with JS) you get the German translations for date and
time picker.

Chris

[1]
https://github.com/jquery/jquery-ui/blob/1-10-stable/ui/i18n/jquery.ui.datepicker-de.js
[2]
https://github.com/trentrichardson/jQuery-Timepicker-Addon/blob/master/src/i18n/jquery-ui-timepicker-de.js
[3]
http://www.bestpractical.com/docs/rt/4.2/customizing/styling_rt.html#Additional-files
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Re: [rt-users] Why RT_SiteConfig.pm locked?

[Christian Loos]

Am 10.04.2014 08:34, schrieb Arkady Glazov:
 Hi,
 
 Please help me. I have RT4 on Debian squeeze with Apache2/mod_perl 
 PostgreSQL. After any reboot i can't enter to RT. On the start page i
 see message about locked file RT_SiteConfig.pm. But after i reload
 apache site begin work correct. What locked my config file and how i can
 avoid it?
 --
 Best regards,
 Arkady Glazov
 http://globster.ru
 
 

The problem is that Apache starts before PostgreSQL.
You can fix this the same way that it is fixed in the Debian RT package:
http://anonscm.debian.org/gitweb/?p=pkg-request-tracker/request-tracker4.git;a=blob;f=debian/request-tracker4.init;h=22f9bc951f8a673c769a010bd97b97882716cfb5;hb=HEAD

Safe this as /etc/init.d/request-tracker4 and run
update-rc.d request-tracker4 defaults

Chris
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Re: [rt-users] bist du schon life mit RT 4.2

[Christian Loos]

Hi Manuel,

sorry erst mal das ich mich so lange nicht gemeldet habe.
Ich stecke gerade mitten in den Upgrade Vorbereitungen und letzte Woche
war ich auf dem Training in London.
Mit der Schulung müssen wir nochmal sehen wie wir das am besten machen
können.

Ich werde den Upgrade auf RT 4.2.3 am kommenden Sonntag machen.

Ich würde das ehrlich gesagt auch als Bug sehen.
Entweder Du schreibst an die rt-users Mailinglist
(rt-users@lists.bestpractical.com) um das Thema nochmal zu besprechen
oder aber machst direkt einen Bug per E-Mail an
rt-b...@bestpractical.com auf.
Die Bug findest Du dann unter http://issues.bestpractical.com/

Eine Idee für die Lösung hätte ich auch, allerdings ist das etwas
Aufwändiger.
In RT::Interface::Email-GetForwardFrom wird From für Weiterleitungen
(falsch) gesetzt:
https://github.com/bestpractical/rt/blob/stable/lib/RT/Interface/Email.pm#L605
Die oben genannte Methode müsste so angepasst werden wie es in
RT::Action::SendEmail-SetFrom gemacht wird:
https://github.com/bestpractical/rt/blob/stable/lib/RT/Action/SendEmail.pm#L920
Für eine lokale Anpassung könnte man den Code von
RT::Action::SendEmail-SetFrom und
RT::Action::SendEmail-GetFriendlyName in die Methode
RT::Interface::Email-GetForwardFrom kopieren und entsprechen anpassen.
Das würden aber die RT Entwickler nicht als Patch akzeptieren da es
keinen Sinn macht Code zu duplizieren.
Für eine saubere Anpassung müsste man RT::Action::SendEmail-SetFrom und
RT::Action::SendEmail-GetFriendlyName an eine andere Stelle verschieben
(eventuell in RT::Transaction oder RT::Ticket?) und dann diese neue
Methode in RT::Interface::Email-GetForwardFrom benutzen.


Gruß Christian

Am 25.03.2014 08:19, schrieb Lauk, Manuel:
 Hi Christian,
 
  
 
 habe etwas festgestellt: wenn ich eine Email forwarde, wird keine
 FriendlyFromLine verwendet sondern nur die Emailadresse.
 
 Ist das ein Bug? Wenn ja, wie reporte ich den korrekt und hast du evtl.
 einen Lösungsansatz?
 
  
 
 Grüße
 

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NETCOLOGNE Gesellschaft für Telekommunikation mbH
Am Coloneum 9 | 50829 Köln

Geschäftsführer: Jost Hermanns, Mario Wilhelm
Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
HRB 25580, AG Köln
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Re: [rt-users] RT 4.2 change scrip stage

[Christian Loos]

Am 05.02.2014 17:00, schrieb Kevin Falcone:
 I've filed
 http://issues.bestpractical.com/Ticket/Display.html?id=28873
 about the terrible Disabled UI, and it touches briefly on Deleted.
 We'll address this after we fix display of Disabled Scrips.

Can you please add me to the ticket so I get notified on any changes.

Thanks.

Chris

Re: [rt-users] RT 4.2 change scrip stage

[Christian Loos]

Another one:
How can I delete a scrip?
The Method is there but I can't find anywhere a delete button for
scrips, even by checking the HTML source code.

Chris

Re: [rt-users] RT 4.2 change scrip stage

[Christian Loos]

Am 29.01.2014 18:44, schrieb Kevin Falcone:
 I assume you've discovered this by now, but just in case you haven't,
 the Stage of a scrip is settable on the Applies To page.

This is not very obviously (for a long time RT admin) ;-)

 
 You can actually have a given scrip run as Batch in one queue and
 Normal (new name for TransactionCreate) in the rest.  You can change
 the Stage and the Template when adding scrips per queue.
 

I think this flexibility is the reason why I have to unselect a scrip
from a queue and then select it again with a different stage, when I
want to change the stage of an queue scrip?! Also not very obviously.
Maybe you can add a 'Changing Script Stages' section to the 'What's New
in 4.2: Scrips Configuration' blog post.

By the way the new flexible script configuration (once I understand it
;-)) is great as I can remove some queue filter within the scrips and
also get rid of some repeated scrips for different queues.

 I did notice that our column map leaks the internal names for the
 stages and have filed a bug #28739.

There is also an useless Reset button on the scrip modify page.

I just started planning the upgrade to 4.2. If I find things like the
above I will send you pull request. So maybe you plan some extra time to
review my pull requests for the next weeks ;-)

Chris

[rt-users] RT 4.2 change scrip stage

[Christian Loos]

Hi,

how can I change the stage of an existing scrip in RT 4.2?
In RT 4.0 there was an 'Phase' select box on the scrip page but I can't
find it in RT 4.2.

Chris

Re: [rt-users] Relationship Permissions

[Christian Loos]

Am 23.01.2014 20:18, schrieb Tim Wiley:
 rt-4.0.13
 
 We have a Queue A  Queue B.
 
 Ticket A is in Queue A, and Ticket B is in Queue B.
 
 User A has ModifyTicket on Queue A, but not on Queue B.  User A would like to 
 make Ticket A refer to Ticket B, but is getting a permission denied error.  I 
 can only find documentation requiring ModifyTicket on both queues to merge 
 tickets, but not for other relationships.  Is there a way to get this to work 
 without granting User A ModifyTicket on Queue B?
 

It's really simple. Put
Set($StrictLinkACL, 0);
in you RT_SiteConfig.pm.

The documentation is here:
http://www.bestpractical.com/docs/rt/4.2/RT_Config.html#StrictLinkACL

Chris

Re: [rt-users] Need to send Big Cheese email based on requestor's email or group membership

[Christian Loos]

Am 17.01.2014 14:27, schrieb Ethier, Michael:
 Hi Chris,
 
 Thanks for the reply back. So there is no way to do the check dynamically in 
 case the members of the
 Big Cheese group change randomlyvia grep'ing a file with all the email 
 addresses in it, or quering a Window AD
 group on the fly ? We would have to maintain the group in RT manually as 
 members change ?
 
 Thanks,
 Mike

I just want to show you the way we have done things like this.

Within RT scrips you can do with Perl what ever you want.

Chris

Re: [rt-users] Need to send Big Cheese email based on requestor's email or group membership

[Christian Loos]

Hi,

for this type of requests we create an group inside RT, add all email
adresses (RT User) to this Group, add all User that should be notified
as AdminCc to the queue and then create a scrip (replace xxx with the
Big Cheese group id):

Condition: User Defined
Action: Notify AdminCcs
Template: you custom email template
Stage: TransactionCreate
Custom condition:

return 0 unless $self-TransactionObj-Type eq 'Create';
my $CreatorObj = $self-TransactionObj-CreatorObj;
my $GroupObj = RT::Group-new(RT-SystemUser);
$GroupObj-Load(xxx); # Big Cheese Group Id
return 1 if $GroupObj-HasMember($CreatorObj-PrincipalId);
return 0;


Chris

Re: [rt-users] Searching For Tickets Without Reminders

[Christian Loos]

Am 02.01.2014 22:33, schrieb Ram:
 Hey there,
 
 We handle a bunch of tickets and one of the ways we help our support
 staff not drop the ball is by putting a saved search on the support
 Dashboard that shows 'my stagnant tickets'  [LastUpdated  '12 days ago'
 AND Owner.id = '__CurrentUser__' AND (  Status = 'open' OR Status =
 'new' )].
 
 We have a class of requests that require us to take an action which may
 take a few weeks; in these cases the support folks set a reminder for
 e.g. 3 weeks. We don't to close these tickets b/c they are still being
 serviced and should show up in the various reports that check for ticket
 status. OTOH these aren't stagnant tickets in the sense that they are
 correctly on hold for a few weeks.
 
 One of the users asked if we can modify the 'my stagnant tickets' search
 to omit tickets that have an open reminder set. This seems like a
 reasonable approach. Anyone know how to do this using RT Ticket Searches?
 
 thanks
 ram
 

You can create a ticket CustomField 'has_open_reminder' and create an
global scrip which:
* on reminder create set the ticket CF 'has_open_reminder' to 'yes'
* on reminder open set the ticket CF 'has_open_reminder' to 'yes'
* on reminder close set ticket CF 'has_open_reminder' to ''
You can then add to your dashboard search:
AND 'CF.{has_open_reminder}' != 'yes'

Chris

Re: [rt-users] RT4.2 with Ubuntu13.10 and Postfix

[Christian Loos]

Read the mailgate documentation (options ca-file path and no-verify-ssl):
http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html

Chris

Am 13.11.2013 18:03, schrieb mmahoney:
 Landon, I apologize but those instructions are a bit over my head and I don't
 understand them.
 
 
 
 --
 View this message in context: 
 http://requesttracker.8502.n7.nabble.com/RT4-2-with-Ubuntu13-10-and-Postfix-tp55783p55798.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.
 

Re: [rt-users] RT 3.8 nginx HTTPS + fastcgi_server redirects to HTTP

[Christian Loos]

You must *remove* $WebPath, $WebBaseURL and $WebURL and *set*
$WebDomain $WebPort in your /var/www/rt3/etc/RT_SiteConfig.pm.

http://www.bestpractical.com/docs/rt/3.8/RT_Config.html#Web-Interface-Configuration

Chris

Am 12.11.2013 12:18, schrieb Colin:
 Hi all,
 I'm migrating an Apache only HTTPS + mod_perl to a nginx + fastcgi.
 But new setup after I open up the login page in https://servername and
 insert my username+password, I get redirected to http://servername
 thus I'm unable to connect as there isn't any HTTP configured and I
 only run HTTPS.
 After I login and if I go directly to https://servername it works and only
 breaks again from HTTPS to HTTP when I use the search box.
 Any ideas on what is forcing this redirection ?
 
 I ran fastcgi_server with:
 /var/www/rt3/bin/fastcgi_server --port 9000 -n 5
 
 /var/www/rt3/etc/RT_SiteConfig.pm:
 Set($WebPath, '');
 Set($WebBaseURL , 'https://servername');
 Set($WebURL , $WebBaseURL . $WebPath . '/');
 
 /etc/nginx/sites-enabled/default:
 server {
 listen   443;
 server_name  servername;
 
 ssl on;
 ssl_certificate  /etc/ssl/servername.crt;
 ssl_certificate_key  /etc/ssl/private/servername.key;
 
 location / {
 root   /var/rt3/share/html;
 fastcgi_pass   127.0.0.1:9000;
 
 fastcgi_param  QUERY_STRING   $query_string;
 fastcgi_param  REQUEST_METHOD $request_method;
 fastcgi_param  CONTENT_TYPE   $content_type;
 fastcgi_param  CONTENT_LENGTH $content_length;
 fastcgi_param  PATH_INFO  $fastcgi_script_name;
 }
 
 location /NoAuth/images/ {
 alias   /var/www/rt3/share/html/NoAuth/images/;
 }
 }
 

Re: [rt-users] database upgrade

[Christian Loos]

You should really read all the upgrading documentation.

Your point is described here:
http://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.0.html#Common-issues

Chris

Am 13.11.2013 03:09, schrieb CLOSE Dave:
 Trying to upgrade RT with MySQL (actually MariaDB) from 3.8.7 to 4.2.0. 
 I've reached the database upgrade step and it starts correctly. But it 
 stops after reaching the upgrade to 3.9.3, with some errors reported on 
 3.9.2 as well. But before I try to resolve these errors, I'd like to 
 clarify a simple point. When does the old database get copied to the new 
 one?
 
 RT 3.8.7 uses the database rt3; RT 4.2.0 uses rt4. As near as I can 
 tell, the upgrade script is essentially creating an empty database and 
 hasn't made any modifications at all to rt3. Is this expected? Should 
 the database content be copied from rt3 to rt4 before all the schema 
 changes or after? What does that copy?
 

Re: [rt-users] rights for articles

[Christian Loos]

OK, found the solution by my self.
I had to give the user the SeeClass right.

Am 11.09.2013 16:55, schrieb Christian Loos:
 Hi,
 
 I'm currently a little bit lost within the article rights.
 
 Problem:
 a user can see on the ticket update page the dropdown list with the
 articles, but if he select an article the page reloads but the article
 content isn't included in the message box.
 If I (with SuperUser power) select an article the content is included in
 the message box so i think this is an rights problem.
 
 I created an Class and give the user the ShowArticle right and applied
 the Class to the queue. On the custom field that holds the article
 content the user have the SeeCustomField right via system group everyone.
 
 Maybe someone have an idea what right am I missing.
 
 RT version 4.0.17
 
 Chris
 


-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

[rt-users] rights for articles

[Christian Loos]

Hi,

I'm currently a little bit lost within the article rights.

Problem:
a user can see on the ticket update page the dropdown list with the
articles, but if he select an article the page reloads but the article
content isn't included in the message box.
If I (with SuperUser power) select an article the content is included in
the message box so i think this is an rights problem.

I created an Class and give the user the ShowArticle right and applied
the Class to the queue. On the custom field that holds the article
content the user have the SeeCustomField right via system group everyone.

Maybe someone have an idea what right am I missing.

RT version 4.0.17

Chris

Re: [rt-users] Re-send a previously attached attachment?

[Christian Loos]

Am 03.09.2013 23:04, schrieb Kevin Falcone:
 I have not worked with your extension yet, but as I recall the two
 largest complaints with the branch as-is were:

Maybe you or one of the other developers have time to have a look on my
extension.


 
 Display of attachments on the new replies (they aren't true
 attachments, and render in a funny way and were otherwise not as
 obvious as needed).  Fixed if we better fake-up the attachment record.

I personally like the solution from Thomas in
https://github.com/bestpractical/rt/commit/ea61a55 which is integrated
with some small changes in my extension.


 
 Picking attachments from multiple transactions, especially on long
 attachment heavy tickets.  This is a desirable feature, but just
 providing a list of all attachments is... unusable.  We've played with
 a few other UX ideas also.

If it is here an problem, isn't it also a problem with the attachments
widget on Ticket/Display.html?

My current idea is to place the widget with the attachments after the
message widget and before the submit button. The widget will be by
default rolled up, as the 'Scrips and Recipients' widget if you have
set SimplifiedRecipients to true in RT_SiteConfig.pm.
Sadly the necessary callback is missing but I just send an pull request:
https://github.com/bestpractical/rt/pull/65

 
 There's a longer internal writeup of problems with the branch, but it
 has some customer-specific things in it.  I do hope we can find a
 solution for 4.4 but at this point we've missed the 4.2 window.

After the 4.2 release may you have time to give some feedback on my
extension so I can send a pull request to integrate this one in 4.4.

 
 As the recent blog posts may make clear, we're getting closer and
 closer to 4.2.0rc1.

Thanks for the note. I missed this new posts (mainly because of my
vacation). But on an dev box I have the master branch installed to take
a look on RT 4.2 and I'm looking forward to the new release. Great work.
Thanks!

Chris

Re: [rt-users] Re-send a previously attached attachment?

[Christian Loos]

Am 13.08.2013 22:35, schrieb Boli:
 Hi All,
 
 Apologies if I have missed something obvious.
 
 How can I re-send an attachment that has previously been attached to a
 ticket without downloading it and re-attaching it.
 
 For example, if a new requestor or CC is added to a ticket, and I want
 to get them up to date quickly by referring to previously
 discussed/attached information.
 
 Comments/Suggestions welcomed
 
 Regards,
 
 Boli
 

Try my RT::Extension::AddAttachmentsFromTransactions:
https://github.com/cloos/RT-Extension-AddAttachmentsFromTransactions

Chris

Re: [rt-users] Re-send a previously attached attachment?

[Christian Loos]

Hi Kevin,

Am 14.08.2013 16:36, schrieb Kevin Falcone:
 The alternate (attaching a previously attached attachment to a new
 reply) is something we've explored in a few branches with clients, but
 nothing we've written has stuck or been right for mainstream release.
 
 -kevin

maybe you can share some informations on the problems with your solutions.

I created RT::Extension::AddAttachmentsFromTransactions which is based
on your 4.4/attach-from-transactions branch and this makes your users happy.

Chris

Re: [rt-users] Install RT - server.cnf ?

[Christian Loos]

Am 28.06.2013 21:52, schrieb John Apodaca:
 There is a great procedure for installation of RT 4.  Has anyone else
 used it?
 
 Install Request Tracker 4
 http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html
 
 I installed CentOS 6.4, Apache HTTP 2.2.15, and MySQL 5.6.12. 
 
 The procedure suggests using MariaDB, but I installed the latest MySQL
 for Enterprise Linux 6.
 
 The procedure has worked perfectly, except for Step 5.1 where it says to
 modify parameters in:
 /etc/my.cnf.d/server.cnf
 
 This file does not exist anywhere on the system.  Does anyone know of an
 equivalent file, or a place to add the specified parameter settings?
 
  
 
 John Apodaca
 

You have to create the /etc/my.cnf.d/server.cnf file.
Settings in files under /etc/my.cnf.d/ override the default settings in
/etc/my.cnf file.

Chris

Re: [rt-users] Possible to edit ticket content?

[Christian Loos]

Am 28.06.2013 09:05, schrieb Johan Sjöberg:
 Hi
 
  
 
 We have a ticket that has grown extremely large because of many mails
 and lots of included quotes. This means that it takes forever to open in
 RT. Is it possible to edit the database and truncate the content in each
 “post”? It seems like the content is stored in the Attachments table,
 but it seems to be in binary format. We are running RT 3.8.17
 
  
 
 Regards,
 
 Johan
 

Upgrade to RT 4.0 to benefit from quote folding:
http://blog.bestpractical.com/2011/06/whats-new-in-4-quote-folding.html

Chris

Re: [rt-users] Question about restricting queues

[Christian Loos]

Am 17.06.2013 20:33, schrieb Chris Hall:
 I've got a bit of a weird problem, and wondered if anybody has a
 solution for it.
 
 We have several queues, and a few are grouped up by name.  For example:
 
 Queue A tier 1
 Queue A tier 2
 Queue A tier 3
 
 Queue B tier 1
 Queue B tier 2
 Queue B tier 3
 
 The managers at the helpdesk are having a problem w/ ppl making a ticket
 in Queue A tier 1, and then when they escalate it, accidentally
 transferring it to Queue B tier 2 (instead of Queue A tier 2).  They
 asked me if there was any way to group these queues up in such a way
 that, for example, if a ticket is made in any of the Queue A's they are
 locked in and can only be transferred between the Queue A's.
 
 I hope that makes sense.  The problem is some of these queues are tied
 to different businesses, and if we send out an email due to a ticket
 queue transfer and it goes to the wrong company it looks bad on us.  I
 know personal responsibility can go a long way to fixing this but
 besides that, is there any way to do what I described above w/ RT?
 

As always ;-), there is an extension for this:
RT-Extension-MoveRules
https://github.com/ruz/RT-Extension-MoveRules

As the extension isn't updated within the last years maybe it will not
work with your RT version. If so just give some feedback to the list and
maybe the developer have time to update the extension.

Chris


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training