[rt-users] emailing a group when a new ticket is filed
Would someone please tell me how to go about making RT cc all members of a particular group when a ticket is filed? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] status other than open in RT at a glance
Some months ago I added a custom status of stalled. Lately I've been having a lot more things marked stalled and I would like such tickets appear in 10 highest priority tickets I own. How can I do this? Second question: I forgot how to create custom statuses. How is that done? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] status other than open in RT at a glance
On Tue, 16 Mar 2010, Jerrad Pierce wrote: Some months ago I added a custom status of stalled. Lately I've been Errr, stalled is a native status Oops. having a lot more things marked stalled and I would like such tickets appear in 10 highest priority tickets I own. How can I do this? I believe including it in the @ActiveStatuses list should work, but the native stalled already does don't it? That's right. Alternatively, create your own widget by clicking edit in the corner of the list to create a customized version. I see. The solution is to click tickets and create a saved search, then add that to RT at a glance. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail?___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] viewing RTFM articles without logging in
I'm trying to figure out how to create an anonymous user who is allowed to browse RTFM articles without actually being logged in. Has anyone else here felt this need? Can someone give me some pointers on where to start hacking the code to implement this? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] brackets in RTFM
I've tried all the wiki-ish ways of escaping brackets or generating them some other way, but I can't get them to stay put. I can simply do nbsp;[ nbsp;] and this will produce a pair of brackets, but when I put something inside, the brackets vanish. Is anyone working on putting in RTFM a more complete and less broken implementation of wiki markup? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Making RT attractive in MSIE
Unfortunately I still have to support MSIE (version 8). Can someone give me some pointers on making RT (version 3.8.7) look as it does under Firefox? Here are the most obvious differences: * Corners are never rounded off. * MSIE sometimes has different ideas on font sizes. * Top and left borders of subwindows (view a ticket) are missing. * Background colors are often white instead of shades of blue and grey. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Missing time to display line
I'm not a fan of the footer taking up as much space as it does at the bottom of the screen. One thing I do like it for is the time to display readout. This part never seems to appear, but when I view the source, it's there. Why can't I see it? I'm using 3.8.7 and Firefox 3.5.6 (Ubuntu 9.10) -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Top bar in the Web2 theme....
On Wed, 23 Dec 2009, Gary Greene wrote: Which template/css/js file is the grey top bar in? You mean layout.css? Try looking at div#quickbar. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unprivileged users need to log in twice
On Tue, 15 Dec 2009, Dominic Hargreaves wrote: On Wed, Dec 09, 2009 at 11:15:14PM +, Dominic Hargreaves wrote: While I'm here though, I thought I could point out a few things about general RT packaging in Debian. Debian stable's update policy is not to upload new upstream releases and we certainly wouldn't update from 3.6 to 3.8 in unstable. For the avoidance of doubt, this was a typo. unstable has had 3.8 since 2009-03-09. Unfortunately I need to have 3.8 in the stable branch or available in the backports repository. This weird problem and the need to allow unprivileged users to read RTFM articles prompted me to roll 3.8 on my own. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Logo Replacement in 3.8.x success
Here is how I successfully replaced the default logo in RT 3.8.7:
1) Add the following to RT_SiteConfig.pm, which may me in /opt/rt3/etc/
or /etc/request-tracker3.8/. Alter as appropriate.
Set($WebBaseURL, http://internal.yoyodyne.com;);
Set($WebPath , /rt);
Set($WebURL, $WebBaseURL . $WebPath . /);
Set($WebImagesURL, $WebURL . NoAuth/images/);
Set($LogoLinkURL, $WebBaseUrl);
Set($LogoURL, $WebImagesURL . mylogo.png);
Set($LogoAltText, Yoyodyne Inc);
Set($LogoWidth, '100');
Set($LogoHeight, '50');
2) Copy $RT_HOME/share/html/NoAuth/css/web2/layout.css to
$RT_HOME/local/html/NoAuth/css/web2/. Around line 172 (with RT 3.8.7)
you'll see:
div#logo a {
display: none;
left: 0;
bottom: 0;
}
Change that to something suitable. The following will place the logo at
the bottom left of every page with the left edge aligned with main body
of the page:
div#logo a {
display: fixed;
left: 10%;
bottom: 1%;
}
It would be nice to get RT_SiteConfig.pm to set this part without the need
to edit layout.css?
3) Put your logo in $RT_HOME/local/html/NoAuth/images/. Make sure the
filename here matches what you pout in RT_SiteConfig.pm.
4) Copy $RT_HOME/share/html/Elements/Logo to
$RT_HOME/local/html/Elements. Around line 48 you'll see a line that
begins with div id=logo. That entire div section should be
replaced with this:
div id=logo
a href=%$RT::LogoLinkURL%img
src=%$ARGS{'LogoURL'}||RT-Config-Get('LogoURL')%
alt=% loc(%$RT::LogoAltText%) %
width=%$RT::LogoWidth% height=%$RT::LogoHeight% //a
% if ( $ShowName ) {
span class=rtname% $Name || loc(RT for [_1],
RT-Config-Get('rtname')) %/span
% }
/div
This edit really should be in RT by default.
5) This edit is optional. That big Best Practical logo bugs me, so I
remove it like this:
cp -p $RT_HOME/share/html/Elements/Footer \
$RT_HOME/share/html/Elements/Footer.orig
cp /dev/null $RT_HOME/share/html/Elements/Footer
6) Now restart apache.
--
David Griffith
dgri...@cs.csubak.edu
A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Firefox doesn't recognize RT 3.8.7's username/password fields
One more nit I found with my upcoming upgrade to 3.8.7 involves Firefox. Firefox no longer offers to save usernames and passwords. Does anyone know why this might have happened and what I should do to get Firefox to recognize the fields? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] new database dump smaller than old one
I installed RT 3.8.7 on a test server and loaded the database with a dump from my production instance of RT (version 3.6.7). I then went through the listed procedures to update the database for 3.8.7. A dump of the resulting database is about 9.5 megabytes whereas the old database dump is about 13 megabytes. I've gone through the new setup and everything seems to be in place and functioning correctly. What could explain this decrease in size? Compression that wasn't done in 3.6.x? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom logo in 3.8
I'm trying to change the logo in 3.8.6, but http://wiki.bestpractical.com/view/ChangeLogo doesn't work. Googling around for the answer gives me multiple references to the instructions on that page not working. Would someone please point out a guide for adding a custom logo to 3.8.6 that actually works? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom logo in 3.8
On Mon, 14 Dec 2009, James Moseley wrote:
On Mon, Dec 14, 2009 at 1:21 PM, David Griffith dgri...@cs.csubak.edu wrote:
I'm trying to change the logo in 3.8.6, but
http://wiki.bestpractical.com/view/ChangeLogo doesn't work. Googling
around for the answer gives me multiple references to the instructions on
that page not working. Would someone please point out a guide for adding
a custom logo to 3.8.6 that actually works?
I know this is documented somewhere... Without looking at the wiki or
official docs, here's what works:
Create directory called 'Elements' in path to RT/local/html
Create file called 'Logo' in above directory with contents similar to:
div id=logo
a href=http://yourdomain.com;img
src=%$RT::WebImagesURL%/yourlogo.jpg alt=%loc(Your
Company)%/a
% if ($show_name) {
div class=rtname% loc(RT for [_1], $RT::rtname) %/div
% }
/div
%args
$show_name = 1
/%args
Lastly, place logo jpeg (or whatever format it's in) in:
path to rt/share/html/NoAuth/images
Okay, I have a logo displaying, but it's at the bottom. I can't seem to
get it to go along the top like it did in 3.6 without stomping on other
parts of the page. Do I need to monkey around with
NoAuth/css/web2/layout.css some more?
More questions:
Shouldn't share/html/Elements/Logo contain more generic stuff like
$LogoURL and such as is described for 3.6?
Is it safe to comment out the invocation of /Elements/Footer from
share/html/autohandler?
--
David Griffith
dgri...@cs.csubak.edu
A: Because it fouls the order in which people normally read text.
Q: Why is top-posting such a bad thing?
A: Top-posting.
Q: What is the most annoying thing in e-mail?___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM constraints
One big gripe of mine with RTFM is that an article's structure is very rigid. I would like to be able to have an article in a class have some lines of text, then a fullsize picture, more text, another picture, and so on without first setting the exact structure for the entire class. Further, how can I specify full-sized pictures instead of thumbnails all the time? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] unprivileged users need to log in twice
Debian 5.0 upgraded fixed a session fixation vulnerability on December 1, 2009 (http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=559020). It seems that when this happened, my installation now requires unprivileged users to log in twice. At the first login, the username and password fields are cleared and nothing seems to have happened. Put in the username and password a second time and the user is logged in. Sometimes if I try to log in as an unprivileged user, get put back to the login screen, then login as a privileged user, I get logged in with diminished privileges. Would someone please tell me what's going on? Maybe now would be a good time to upgrade to 3.8? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unprivileged users need to log in twice
On Wed, 9 Dec 2009, Jesse Vincent wrote: David, This is only the second report we've had of this failure mode, but it _is_ the second report. On Wed, Dec 09, 2009 at 10:50:48AM -0800, David Griffith wrote: Debian 5.0 upgraded fixed a session fixation vulnerability on December 1, 2009 (http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=559020). It seems that when this happened, my installation now requires unprivileged users to log in twice. What version of RT are you using? Have you customized it in any way? Are you using only RT's built-in authentication system? I'm using 3.6.7 as installed through APT on Debian Lenny. Only RT's built-in authentication is being used. I haven't customized it beyond setting things in /etc/request-tracker3.6/RT_SiteConfig.pm. I haven't hacked around with the source code. At the first login, the username and password fields are cleared and nothing seems to have happened. Put in the username and password a second time and the user is logged in. Sometimes if I try to log in as an unprivileged user, get put back to the login screen, then login as a privileged user, I get logged in with diminished privileges. That sentence doesn't make much sense to me. Can you take another shot at it? Go to http://foobar.com/rt and you see the RT login screen. Login as an unprivileged user (Alice). The username and password field will blank out. Type in Alice's username and password again, and you'll be logged in as Alice. That's the first part of the bug. The second part is when you type in the username-password the second time. If at that point you attempt to log in as a privileged user, you'll log in, but your permissions are that of an unprivileged user. Would someone please tell me what's going on? Maybe now would be a good time to upgrade to 3.8? RT 3.8 is much better than what came before, but we'd certainly not like to have broken earlier releases with a security fix. Er... Yeah! I've been waiting for Debian to get a move on and put RT 3.8 in the stable repositories, but with this zinger, I don't think I can wait. It's time to install from source. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] unprivileged users need to log in twice
On Wed, 9 Dec 2009, Kevin Falcone wrote: On Wed, Dec 09, 2009 at 11:40:32AM -0800, David Griffith wrote: Go to http://foobar.com/rt and you see the RT login screen. Login as an unprivileged user (Alice). The username and password field will blank out. Type in Alice's username and password again, and you'll be logged in as Alice. That's the first part of the bug. What happens at http://foobar.com/rt/ vs /rt Also, what is your URL after the initial failed login? Trailing slash makes no difference. The URL after initial failed login is http://foobar.com/rt/SelfService/ The second part is when you type in the username-password the second time. If at that point you attempt to log in as a privileged user, you'll log in, but your permissions are that of an unprivileged user. This sounds like the initial login worked enough to get you redirected to /rt/SelfService/ which would certainly make it appear that you're an unprivileged user when you then log in as Bob (the privileged user) I see. Any ideas of what's going on? In other news, I'm having trouble with getting 3.8.6 installed on Debian Lenny. Make testdeps keeps giving me this: SOME DEPENDENCIES WERE MISSING. FASTCGI missing dependencies: CGI = 3.38 ...MISSING CGI version 3.38 required--this is only version 3.29 make: *** [testdeps] Error 1 I'm very keen to get this installed alongside my existing RT setup rather than replacing it and having it go kablooie. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachment Processing
On Mon, 16 Nov 2009, pjarami...@kcp.com wrote: All, I am attempting to automate processing PDF and Word docs into clear text using xpdf strings so they can be posted in clear text in the RT tickets. I have two questions: 1 - Has anyone already done this already? I didn't see any obvious matches search the email lists. I'm in the process of doing this for screenshots. My users tend to send those in as BMPs. I'd rather use PNG for filesize reasons among others. Right now my solution is to ask people to run their screenshots through a CGI script that converts whatever you throw at it into a PNG. I like your idea of doing something like this automatically and eagerly await the results of your experiments. 2 - Do I just need to move the below files to local and start coding it out? Or is there some secret undocumented voodoo magic that would prevent me from ever being successful? /opt/rt3/share/html/Ticket/Attachment/dhandler /opt/rt3/share/html/Ticket/Attachment/WithHeaders/dhandler /opt/rt3/lib/RT/Attachment.pm I haven't a clue where to begin. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] could not load valid user message
Looking at the templates, I don't see where the could not load a valid user message is generated. Am I missing something obvious? Further, these messages always seem to come from h...@myrtserver.foo.com. How can I change that? Should I just alias that address to an autoresponder? -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Duplicate ticket creation from CC's
On Wed, 7 Oct 2009, Kevin Freels wrote: [snip] My answer was Don't CC them on the original email, but rather create the ticket, then add them as CC's *on* thie ticket. But due to the constraints of the environment, users do not always have access to the RT GUI to do this when/after they create a ticket; most of our tickets are created via email. As always, any help is *greatly* appreciated!!! I'm thinking that the ability for RT to parse headers would be nice. So if you want to CC people with the initial email, have a special CC like X-RT-CC for that purpose. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Request for RT briefing/demo slide deck
On Mon, 5 Oct 2009, Allen wrote: Has anybody briefed their employer about what/how RT works and why it is a good option to move to this particular product? I'm going to be giving a briefing about RT tomorrow and am currently coming up with some slides however if there is someone out there who wouldn't mind sending along what they've already done it may help speed up the process. [replying to Drew] I was specifically asked to come up with a trouble ticket system. My approach was to install RT on my workstation, start some demo trouble tickets, and walk the IT manager through tracking things. He instantly liked it. Were I in your position, I'd install RT on my laptop and interact with the system right in front of everyone. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail?___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] adding stuff to emails
I've been asked to add NO NOT REPLY in a large font to the RT-generated trouble ticket emails because a couple people keep doing things like replying to trouble tickets to say thanks and the like. This bugs me on several counts. 1) Asking users not to use email seems to defeat much of the utility of RT. 2) I'm not clear at all how to do this. The book doesn't address this. 3) It seems like it would be a big thing to implement HTML-ized email for RT. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] users setting custom fields
I would like to allow users to set the custom fields when only they file a trouble ticket. Thereafter, only members of the Helpdesk group should be allowed to alter the custom fields (eg, the user misidentified his workstation's hardware). My Helpdesk queue follows the Yoyodyne example from the RT Essentials book. Other permissions set are AssignCustomFields and SeeCustomFields for unprivileged users (aka users who's only interaction with the ticket system is for the helpdesk). These permission flags do not appear selectable on a queue-by-queue basis, which is what I think I really want (is that the wrong idea?). Anyhow, despite these settings, unprivileged users are not allowed to set the custom fields. Would someone please help me? -- David Griffith dgri...@cs.csubak.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] See all resolved tickets
On Tue, 15 Sep 2009, Jerrad Pierce wrote: How can I instantly review tickets of a given status without going through a simple or advanced search? I thought using a saved search would work, but the search parameters don't seem to be able to handle something like show me all resolved tickets from the past three days. Pardon? A saved search is just a copy of what you did via Search Builder. This search works fine: Status = 'resolved' AND Resolved '-3 days' And there's no reason why it should fail when saved and later invoked. Ugh... I'm still learning sheepish grin. Thanks for the quick reply. -- David Griffith dgri...@cs.csubak.edu___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating tickets from mails without usercreation
On Fri, 11 Sep 2009, Jesse Vincent wrote: On Thu, Sep 10, 2009 at 08:19:44PM -0700, David Griffith wrote: Related to this automatic creation, I'm having a problem with people thinking that they should log in with their username portion of their email address. This leads to users having two accounts: one with and one without the domain. I would like to enforce username == emailaddress. How can I do this? Note: I'm expecting the RT book to arrive any day, so if it's in the book, please kindly say what page. How are you authenticating your users such that you're letting them log in with two names? You might want to look at WebCanonicalizeInfo in lib/RT/Web.pm. I haven't touched that file (lib/RT/Interface/Web.pm, by the way). The problem with having two names is that Joe Bloggs's account is jbloggs. When Joe emails in a trouble ticket, RT attempts to make a new account jblo...@foo.com. This is complicated by the fact that all the other services in this company recognize users by their email only. Is the solution simply to manually make sure that the username and email address are the same? -- David Griffith dgri...@cs.csubak.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating tickets from mails without usercreation
On Fri, 11 Sep 2009, Jerrad Pierce wrote: I haven't touched that file (lib/RT/Interface/Web.pm, by the way). The problem with having two names is that Joe Bloggs's account is jbloggs. When Joe emails in a trouble ticket, RT attempts to make a new account jblo...@foo.com. That's because your users are not configured properly. Set the user jbloggs' email address to jblo...@foo.com and RT will do the right thing and recognize the message as being from jbloggs. There's no need to have two accounts. This permits, for instance, RT receive email on behalf of root from blar...@example.com. Username and email address need have no substring relationship as long as RT knows of both. I see. This leads me to another question: How do I delete a user? -- David Griffith dgri...@cs.csubak.edu___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating tickets from mails without usercreation
On Fri, 11 Sep 2009, Jerrad Pierce wrote: I see. This leads me to another question: How do I delete a user? Within the user's profile you can disable it so that it does not accessible. If you want to wipe the user from existence you have to twiddle the db via Shredder in AdminTools. it's a powerful tool though, be sure to heed what documentation is available. Also check the wiki. I've been fiddling with Shredder for the past hour. I can't get anything besides *executed plugin successfuly\n*plugin returned empty list. -- David Griffith dgri...@cs.csubak.edu A: Because it fouls the order in which people normally read text. Q: Why is top-posting such a bad thing? A: Top-posting. Q: What is the most annoying thing in e-mail?___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating tickets from mails without usercreation
On Thu, 10 Sep 2009, Jerrad Pierce wrote: - If creating users is inevitable on initial import of mails, then it should be possible for the user to be autoremoved again after the ticket which created them has been removed. I agree: http://rt3.fsck.com/Ticket/Display.html?id=13758 We have several special system users, and a user having no tickets is not an adequate filter for cleaning out lusers with Shredder, and it doesn't offer appropriate limits so we have to be careful to manually uncheck each of them when shredding users. Related to this automatic creation, I'm having a problem with people thinking that they should log in with their username portion of their email address. This leads to users having two accounts: one with and one without the domain. I would like to enforce username == emailaddress. How can I do this? Note: I'm expecting the RT book to arrive any day, so if it's in the book, please kindly say what page. -- David Griffith dgri...@cs.csubak.edu___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT on Ubuntu trouble
I have a fresh Ubuntu 9.04 machine on which I mostly sucessfully installed RT and accompanying packages using the guide found here: http://wiki.bestpractical.com/view/UbuntuHardyInstallGuide. Somehow email didn't work, so I gradually pulled things out until I pulled out everything I installed from that guide and started over. Now I cannot get /usr/sbin/rt-setup-database-3.6 to populate the database correctly. I invoke the script the first time and get the expected user error message. Then I follow the instructions to create a user, grant privileges, then drop the database. When I invoke the setup script the second time, I get the same error message: Now inserting RT core system objects [Tue Sep 8 15:31:18 2009] [crit]: Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/sbin/rt-setup-database-3.6 line 444 (/usr/share/request-tracker3.6/lib/RT.pm:366) Connect Failed Access denied for user 'rt_user'@'localhost' (using password: YES) at /usr/sbin/rt-setup-database-3.6 line 444 It should be noted that the user referred to in the error message is rt_user whereas in the guide the user is rtuser. The referenced guide for Gentoo also uses rt_user. I tried both variations. Why did the setup work the first time and not on subsequent times? How can I get things working? Does anyone have any other pointers on running RT with MySQL? -- David Griffith dgri...@cs.csubak.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
