Re: [rt-users] Ticket detail is not shown when create new ticket

[Dustin Graves]

Hi Sharizan,

This looks like you have the RT 4.2.x version cached in your web browser. If 
you do a hard reset to clear your cache and refresh it should work.

Thank you,
Dustin

> On Jun 24, 2016, at 8:09 AM, Sharizan Sumuui  wrote:
> 
> Hi,
> 
> I have newly installed RT4.4.0 but text field for ticket detail is not 
> appearing when I create new ticket.
> Appreciate your expert advice on this abnormality.
> 
> 
> Thank you
> Regards,
> Sharizan Sumuui
> 
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016

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Re: [rt-users] RT_SiteConfig.pm error formatting question

[Dustin Graves]

Hi Brian,

The RT_SiteConfig.pm file is not a script that you run manually. It is read 
automatically by RT. Please see the documentation 
https://docs.bestpractical.com/rt/4.4.1/web_deployment.html 
 for information 
about setting up the web server. You can also run a standalone server to test 
with something like

$ sudo /opt/rt4/sbin/standalone_httpd

This will let you know if your config is valid and you have done everything 
else leading up to this point. If you are getting some kind of errors, I would 
recommend you follow the steps in the README 
https://docs.bestpractical.com/rt/4.4.1/README.html 
 to ensure that you have 
all of the dependencies installed and your database is set-up correctly.

Thank you,
Dustin

> On Jun 22, 2016, at 11:25 AM, Dunbar, Brian  wrote:
> 
>  
>  
> I am setting up a server on Debian (Jessie). I am at the point of configuring 
> the RT_SiteConfig.pm file and following examples found online I am getting an 
> error when trying to validate my config
>  
> Here is the text
>  
> 25 # You may also split settings into separate files under the 
> etc/RT_SiteConfig.d/
> 26 # directory.  All files ending in ".pm" will be parsed, in alphabetical 
> order,
> 27 # after this file is loaded.
> 28
> 29 Set($rtname , 'xxx.ca ');
> 30 Set($Organization,'.x.ca ');
> 31
> 32 Set($Timezone, "US/Eastern");
> 33 Set($CorrespondAddress, 'service.t...@x.ca 
> ');
>  
>  
> When I try 
> sudo perl -C /opt/rt4/etc/RT_SiteConfig.pm
> Undefined subroutine ::Set called at /opt/rt4/etc/RT_SiteConfig.pm line 
> 29.
>  
>  
> If I # line 29 then the error goes to the next line.
> I have searched the formatting and the error.
>  
> Any help appreciated. 
>  
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training 
> 
> * Los Angeles - September, 2016

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Re: [rt-users] Anyone know how to create a clickable link like this?

[Dustin Graves]

Hi Mike,

This is a pretty neat idea. I looked into it a bit and it seems to be what 
Gmail calls a ‘Go-To Action’ 
https://developers.google.com/gmail/markup/reference/go-to-action 


I couldn’t get it to work in my first pass, but Gmail was also flagging my test 
RT as spam so I don’t know if that has something to do with the link not 
showing up.

I’ll play around with it a little more when I get the chance.

Thank you,
Dustin

> On Jun 17, 2016, at 11:15 AM, Mike Johnson  wrote:
> 
> So, easy to create a link in the emails triggered by scrips... but, I see 
> Zendesk(another ticketing system) that I interact with for another software 
> we run onsite sends emails that show up in GMail with this cool little 
> button...
> 
> 
> 
> Anyone know what creates this and has anyone tried making something like this 
> within RT templates?
> 
> -- 
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: (807) 766-7331
> Email: mike.john...@nosm.ca -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016

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Re: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI

[Dustin Graves]

Hi Guys,Thanks for the fix, Emmanuel. We ended up doing it a little differently though with the JS I18N engine. You can see the branch 4.4/fix-history-scroll-js for the details. We are planning on merging the fix into 4.4.1.Bernhard, attached is a patch for 4.4.0 that should fix the problem. Let me know if you have any trouble with it.Thank you,Dustin

fix-history-scroll-js-4.4.0.patch
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On Jun 16, 2016, at 4:05 AM, Emmanuel Lacour  wrote:Le 14/06/2016 à 13:53, Eierschmalz, Bernhard a écrit :Hi,I’m using RT 4.4.0 on a PostgreSQL 9.3 database.Today I activated the optionSet($ShowHistory, ‘scroll’);And I ran into a problem with users with French GUI.When you open a ticket, you should first see “Ticket metadata” and “history”On the French users, the history is not shown.I confirm that it's broken and proposed a fix here:https://issues.bestpractical.com/Ticket/Display.html?id=32090-RT 4.4 and RTIR Training Sessions https://bestpractical.com/training* Los Angeles - September, 2016

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Re: [rt-users] RT CLI login

[Dustin Graves]

Hi Dave,

There are two ways to authenticate for the RT CLI.

The first is environment variables RTUSER and RTPASSWD

The second is an RT Config file .rtrc in your user’s home directory:
server http://your.rt4.installation 
user your.rtusername
passwd your rt password

I would verify that you can login to RT with your credentials before using the 
CLI if you have doubts as to their validity. You can use any user with the CLI, 
but you will be limited by their permissions. Generally it is recommended to 
make a user specifically for use with the CLI so you can grant only the 
permissions that you need.

You can take a look at the wiki here for more information: 
http://requesttracker.wikia.com/wiki/CLI 


Thank you,
Dustin

> On Apr 29, 2016, at 1:20 PM, Dave Florek  wrote:
> 
> Hi,
> 
> I'm trying to use RT CLI to issue several commands however it asks for a 
> password and none of the ones I initially generated are working. Does the rt 
> cli program use the root password to work? I get an error (302) found each 
> time I attempt a login.
> 
> Sincerely,
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016



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Re: [rt-users] Attachments only work for privileged users

[Dustin Graves]

Hi Geoff,

If you’re talking about 4.4.0, this is a known issue that will be fixed in 
4.4.1. In the meantime, attached you’ll find a patch that should fix the 
problem for you.

Thank you,
Dustin

> On Mar 30, 2016, at 5:18 PM, Geoff Fountain  wrote:
> 
> As the title says... attaching something to a ticket only works for 
> privileged users. I'm guessing this is some sort of permissions issue, but I 
> am unable to find anything that explicitly allows or denies adding 
> attachments to a ticket.
> 
> Anyone have any ideas?
> 
> - gf
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016


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Re: [rt-users] Attachments don't reach database for one user

[Dustin Graves]

Hi Chanel,I have tested this locally and it appears to me that all attachments should be broken for unprivileged users using the SelfService UI. This is a result of the changes made in 4.4.0 to attachments.I have created a patch for this that appears to fix this problem. You will find that patch attached. This will be fixed in 4.4.1.Thank you,Dustin

fix_selfservice_attachments.patch
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On Mar 24, 2016, at 6:09 PM, Chanel Wheeler  wrote:All other unprivileged users can attach files. chanel From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin GravesSent: Thursday, March 24, 2016 3:09 PMTo: rt-users@lists.bestpractical.comSubject: Re: [rt-users] Attachments don't reach database for one user Hi Chanel, On Mar 24, 2016, at 5:58 PM, Chanel Wheeler  wrote: Further experimentation has revealed that if the user sends an attachment by email it works (doesn’t via the web interface). Also, if I promote the user to the privileged level then she can add attachments via the web interface. I tried giving the unprivileged group all possible permissions but it had no effect. Ah, I didn’t realize this user was unprivileged. And this is the only unprivileged users experiencing this trouble? Other unprivileged users and privileged users all are able to attach files normally? I will take a look at this again with the Self-Service interface in mind.chanelThank you,Dustin

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Re: [rt-users] Attachments don't reach database for one user

[Dustin Graves]

Hi Chanel,

> On Mar 24, 2016, at 5:58 PM, Chanel Wheeler  wrote:
> 
> Further experimentation has revealed that if the user sends an attachment by 
> email it works (doesn’t via the web interface). Also, if I promote the user 
> to the privileged level then she can add attachments via the web interface. I 
> tried giving the unprivileged group all possible permissions but it had no 
> effect.

Ah, I didn’t realize this user was unprivileged. And this is the only 
unprivileged users experiencing this trouble? Other unprivileged users and 
privileged users all are able to attach files normally?

I will take a look at this again with the Self-Service interface in mind.

> chanel
Thank you,
Dustin


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Re: [rt-users] Attachments don't reach database for one user

[Dustin Graves]

> On Mar 10, 2016, at 5:09 PM, Chanel Wheeler  wrote:
> 
> Hi all,
Hi Chanel,

> I have one user that has used RT for a while with no problems. Recently, her 
> attachments to web tickets ceased coming through. I’ve watched her add  
> attachments and they appear to upload successfully but there’s no trace of 
> them in the Attachments table. We tried multiple browsers and the same thing 
> happened on each. I logged in as her on my computer and still the problem 
> happened. Another person logged in to RT on her computer and successfully 
> attached items. So it’s something to do with her account. I’ve taken a look 
> at her user record in the db and I don’t see anything amiss.
> 
> Any ideas on what I might try?
> 
> We’re running RT 4.4 and use LDAP for authentication.

I would start by checking the rights for these two users and how they might be 
different.

Can the faulty user see the missing attachment’s associated 
comment/correspondence? If the user cannot, that is why the attachment is 
missing. A user needs the ShowTicketComments right to see attachments added as 
part of a comment.

If this is not the problem, then I can investigate further.

> Thanks!
> chanel
Thank you,
Dustin


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