Re: [rt-users] adding custom filed value to email
Hi Gene,
I saw this fly by and just couldn't help myself trying to optimise it:
On 27 Mar 2008, at 16:04, Gene LeDuc wrote:
sub get_custom {
my $target_name = $_[0];
my $val = $Ticket-FirstCustomFieldValue($target_name);
return $val if defined $val;
return undef;
}
sub get_custom {
return $val if $Ticket-FirstCustomFieldValue($_[0]);
return undef;
}
Sorry, it's a pointless opto (just reduces numbers of lines and makes
it less readable but that's how we do in perl land right?) but I
had a spare 30 seconds :)
Regards
Huw
s2s company email disclaimer:
http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number : GB763132055
Business premises : Ground Floor, Overline House, Crawley, West
Sussex, RH10 1JA
Registered address : Heathcote, Kings Road, Ilkley, West
Yorkshire, LS29 9AS
Place of registration : England
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Re: [rt-users] adding custom filed value to email
On 27 Mar 2008, at 16:29, Huw Selley wrote:
Hi Gene,
I saw this fly by and just couldn't help myself trying to optimise it:
OK, I suck and actually sent the wrong opto, here is what I wanted to
say:
sub get_custom {
return $val if $Ticket-FirstCustomFieldValue($_[0]) or return
undef;
}
Again, totally pointless but makes the line count prettier :)
Huw
s2s company email disclaimer:
http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number : GB763132055
Business premises : Ground Floor, Overline House, Crawley, West
Sussex, RH10 1JA
Registered address : Heathcote, Kings Road, Ilkley, West
Yorkshire, LS29 9AS
Place of registration : England
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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Re: [rt-users] adding custom filed value to email
On 27 Mar 2008, at 16:41, Huw Selley wrote:
On 27 Mar 2008, at 16:29, Huw Selley wrote:
Hi Gene,
I saw this fly by and just couldn't help myself trying to optimise
it:
OK, I suck and actually sent the wrong opto, here is what I wanted to
say:
And for those that didn't spot the deliberate mistake *cough* :
sub get_custom {
return $Ticket-FirstCustomFieldValue($_[0]) or return undef;
}
I promise I will stop now!!
Huw
s2s company email disclaimer:
http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf
s2s company registration number : 3952958
s2s VAT registration number : GB763132055
Business premises : Ground Floor, Overline House, Crawley, West
Sussex, RH10 1JA
Registered address : Heathcote, Kings Road, Ilkley, West
Yorkshire, LS29 9AS
Place of registration : England
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Deployment Inquiry
On 28 Feb 2008, at 15:13, Todd Rittinger wrote: Hello Everyone! Hello :) I have a question regarding deploying RT. Currently we use individual queues for our product line, internal support, and interdept. requests. This keeps the queue list to a manageable amount. I was curious if anyone has deployed with a queue per customer instead of product, service, etc. If so, does this render your queue list a bear to manage, or has it been a successful deployment type for you? Tips and/or suggestions, pitfalls/gotchas? My org uses a queue per customer and it's been working out quite well for us. Management of the queue list is not much of a burden, it only takes a few mins to add a new one. We rarely need to remove a queue. I guess the amount of customers you have (and how much customer churn) will dictate how well it could work for you. Regards Huw s2s company email disclaimer: http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : Heathcote, Kings Road, Ilkley, West Yorkshire, LS29 9AS Place of registration : England ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt-remind error
Hi Bill, That line is syntactically correct perl (with perl 5.8.8): [EMAIL PROTECTED] ~ $ cat test.pl my(%map) = ( 'Nobody' = '[EMAIL PROTECTED]', 'root' = '[EMAIL PROTECTED]', 'queue1,Nobody' = '[EMAIL PROTECTED]', ); [EMAIL PROTECTED] ~ $ [EMAIL PROTECTED] ~ $ perl -c test.pl test.pl syntax OK I would have a look at the lines preceding that and check them for errors. Failing that run 'perl -c rtremind.pm' and see what the perl compiler thinks is wrong. Regards Huw On 19 Dec 2007, at Wednesday, 19 December 2007, 425PM, Candelario, Bill wrote: Hi, I'm trying to run rt-remind in my ticketing system and get the following error. perl ./rtremind.pm Error syntax error at ./rtremind.pm line 42, near my Execution of ./rtremind.pm aborted due to compilation errors. This part of the rt-remind script is where it's having trouble: my(%map) = ( 'Nobody' = '[EMAIL PROTECTED]', 'root' = '[EMAIL PROTECTED]', 'queue1,Nobody' = '[EMAIL PROTECTED]', ); Any help would be greatly appreciated. Thanks, Bill ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com s2s company email disclaimer: http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Fwd: Create Ticket but only if Custom Field is...]
Hi,
The syntax errror is a missing semicolon on the first line.
return 0 unless $self-TransactionObj-Type eq Resolved
Should be
return 0 unless $self-TransactionObj-Type eq Resolved;
Hope this helps.
Huw
On 9/11/07 2:34, Matt Westfall [EMAIL PROTECTED] wrote:
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
OK The scrip is running, but it says there are syntax errors!!!
Nov 9 09:32:44 oakie RT: Scrip 22 IsApplicable failed: Global symbol
$trans requires explicit package name at (eval 1780) line 1.
(/opt/rt3/lib/RT/Condition/UserDefined.pm:69)
Nov 9 09:32:45 oakie RT: Scrip 23 IsApplicable failed: syntax error at
(eval 1784) line 2, near Resolved return
(/opt/rt3/lib/RT/Condition/UserDefined.pm:69)
Nov 9 09:32:45 oakie RT:
[EMAIL PROTECTED] #159/2613 -
Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Nov 9 09:32:45 oakie RT:
[EMAIL PROTECTED] No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
Nov 9 09:32:48 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1
(/opt/rt3/lib/RT/I18N.pm:412)
Nov 9 09:32:49 oakie RT: Encode::Guess failed: ; fallback to iso-8859-1
(/opt/rt3/lib/RT/I18N.pm:412)
Nov 9 09:32:50 oakie RT: Scrip 22 IsApplicable failed: Global symbol
$trans requires explicit package name at (eval 2779) line 1.
(/opt/rt3/lib/RT/Condition/UserDefined.pm:69)
Nov 9 09:32:51 oakie RT: Scrip 23 IsApplicable failed: syntax error at
(eval 2783) line 2, near Resolved return
(/opt/rt3/lib/RT/Condition/UserDefined.pm:69)
Nov 9 09:32:55 oakie RT: Scrip 22 IsApplicable failed: Global symbol
$trans requires explicit package name at (eval 1816) line 1.
(/opt/rt3/lib/RT/Condition/UserDefined.pm:69)
Nov 9 09:32:56 oakie RT: Scrip 23 IsApplicable failed: syntax error at
(eval 1820) line 2, near Resolved return
(/opt/rt3/lib/RT/Condition/UserDefined.pm:69)
Nov 9 09:32:56 oakie RT:
[EMAIL PROTECTED] #159/2615 -
Scrip 8 (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Nov 9 09:32:56 oakie RT:
[EMAIL PROTECTED] No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
Nov 9 09:32:57 oakie RT:
[EMAIL PROTECTED] #159/2615 -
Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Nov 9 09:32:57 oakie RT:
[EMAIL PROTECTED] No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
Nov 9 09:32:57 oakie RT:
[EMAIL PROTECTED] #159/2615 -
Scrip 18 (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Nov 9 09:32:57 oakie RT:
[EMAIL PROTECTED] No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
Nov 9 09:32:58 oakie RT:
[EMAIL PROTECTED] #159/2615 -
Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Nov 9 09:32:58 oakie RT:
[EMAIL PROTECTED] No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
Nov 9 09:32:59 oakie RT: Scrip 22 IsApplicable failed: Global symbol
$trans requires explicit package name at (eval 1870) line 1.
(/opt/rt3/lib/RT/Condition/UserDefined.pm:69)
Nov 9 09:32:59 oakie RT: Scrip 23 IsApplicable failed: syntax error at
(eval 1874) line 2, near Resolved return
(/opt/rt3/lib/RT/Condition/UserDefined.pm:69)
Nov 9 09:33:00 oakie RT:
[EMAIL PROTECTED] #159/2616 -
Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Nov 9 09:33:00 oakie RT:
[EMAIL PROTECTED] No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
Nov 9 09:33:00 oakie RT:
[EMAIL PROTECTED] #159/2616 -
Scrip 19 (/opt/rt3/lib/RT/Action/SendEmail.pm:252)
Nov 9 09:33:00 oakie RT:
[EMAIL PROTECTED] No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:264)
Todd Chapman wrote:
So the scrip never fires?
Try this:
return 0 unless $self-TransactionObj-Type eq Resolved
return 0 unless $self-TicketObj-FirstCustomFieldValue('Followup') =~
/Yes/i;
$RT::Logger-debug(Scrip running);
1;
See if that puts an entry in your logs.
Now playing: Arctic Monkeys - The Bad Thing
http://foxytunes.com/artist/arctic+monkeys/track/the+bad+thing
On 11/7/07, Matt Westfall [EMAIL PROTECTED] wrote:
OK For my scrip I have:
Condition: User Defined
Action: Create Tickets
Template: Create-Followup
Stage: Transaction Create
User Condition is:
return 0 unless $self-TransactionObj-Type eq Resolved
return 0 unless $self-TicketObj-FirstCustomFieldValue('Followup') =~
/Yes/i;
1;
My Template is:
===Create-Ticket: generate-followup
Queue: Customer Service
Subject: Invoice: { $Tickets{'TOP'} - Subject() }
Requestor: {$Tickets{'TOP'}-OwnerObj-EmailAddress() }
RefersTo: {$Tickets{'TOP'}-Id() }
Content: A follow up was requested on this ticket. Please refer to
previous ticket for more information.
ENDOFCONTENT
And still no joy :( :(
Todd Chapman wrote:
Now playing: The Decemberists - Summersong
http://foxytunes.com/artist/the+decemberists/track/summersong
On 11/5/07, Matt Westfall [EMAIL PROTECTED] wrote:
There are two TransactionObj there. So would
unless (
Re: [rt-users] Problem with my.cnf, InnoDB and permissions
Hi Mathew, On 24/10/07 1:13, Mathew Snyder [EMAIL PROTECTED] wrote: We're having performance issues which I'm trying to nail down. One thing I would try find the bottleneck before changing anything ;) What makes you believe the database is causing your performance issues? which I wonder might be the issue is the fact that the RT database is configured to use InnoDB but the my.cnf file has all InnoDB-related options commented out. That should have only mattered when you created the database (the table type is set then). If there was no Inno support iirc mysql will use the default storage engine (normally MyISAM unless you have changed it) when it creates the tables. You can check what your default storage engine is by running 'show engines'. One of them should fess up to being the default. You can check the storage engine on a table by table basis by running 'show table status' (after selecting your rt database) e.g: mysql use rt; Database changed mysql show table status\G *** 1. row *** Name: ACL Engine: InnoDB Version: 10 Row_format: Compact Rows: 217 Avg_row_length: 226 Data_length: 49152 Max_data_length: 0 Index_length: 16384 Data_free: 0 Auto_increment: 565 Create_time: 2007-05-03 15:48:27 Update_time: NULL Check_time: NULL Collation: latin1_swedish_ci Checksum: NULL Create_options: Comment: InnoDB free: 6144 kB It should then dump you the status of all tables. You probably just want to check the value for 'Engine:' I suspect that (provided Inno was disabled when you created the database) they would be MyIsam. If your tables are MyIsam then that could be causing your problems. MyIsam performs a table lock when trying to write a row, if you have multiple writes on the same table they have to wait for the table lock to be released before they can do their work. This could make things go slowly. Hope this helps Huw s2s company email disclaimer: http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Simple search using email address fails
Hi, On 24/10/07 3:51, Geoff Roberts [EMAIL PROTECTED] wrote: snip FastCGI: server /usr/local/rt3/bin/mason_handler.fcgi stderr: RT::Handle=HASH(0x2523023c) couldn't execute the query 'SELECT COUNT(DISTINCT main.id) FROM ((Tickets main JOIN Groups Groups_1 ON ((Groups_1.Domain = 'RT::Ticket-Role')) AND ( (Groups_1.Type = 'Requestor')) AND ( Groups_1.Instance = main.id)) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.GroupId = Groups_1.id) AND ( (CachedGroupMembers_2.MemberId = Users_3.id))) , Users Users_3 WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( ( (Users_3.EmailAddress LIKE '[EMAIL PROTECTED]')AND(CachedGroupMembers_2.id IS NOT NULL) ) ) ) ' at /usr/local/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505, referer: http://internalserver/rt/Search/Simple.html Can you run that query yourself on your mysql server? At the very least you should get an error telling you what mysql thinks is wrong with the query which might help. Regards Huw s2s company email disclaimer: http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with rt-mailgate
On 24/10/07 4:41, Fredrik Poller [EMAIL PROTECTED] wrote: Hi, Hi, I have a problem with the rt-mailgate script, I can't get it to work. snip I get the following error in my maillog: Oct 24 17:28:24 telnix03 postfix/local[65653]: C485E108E51: to= [EMAIL PROTECTED], relay=local, delay=11, delays=10/0/0/0.32, dsn=4.3.0, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: Can't locate object method seek via package File::Temp at /usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm line 816, GEN30 line 13. Stack: [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:816] [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1083] [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1177] [/usr/local/lib/perl5/site_perl/5.8.8/MIME/Parser.pm:1150] [/storage/rt/lib/RT/EmailParser.pm:231] [/storage/rt/lib/RT/EmailParser.pm:179] [/storage/rt/lib/RT/EmailParser.pm:139] [/storage/rt/lib/RT/Interface/Email.pm:549] [/storage/rt/share/html/REST/1.0/NoAuth/mail-gateway:61] ) Looks like the 'File::Temp' perl module is either not installed, Is not the correct version or has had a sense of humor failure. You could try installing the most recent release from cpan by running 'cpan install File::Temp' and follow the on-screen prompts. Hope this helps. Huw s2s company email disclaimer: http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Making a field mandatory for ticket resolution.
On 23/10/07 1:41, Benjamin Weser [EMAIL PROTECTED] wrote: Have a look at http://wiki.bestpractical.com/view/MandatorySubject . I just added it today to our RT. It works great for the subject and it shouldn't be too hard to add it to other built-in fields like timeworked too (there's a short description on the page). Ahhh I didn't spot that when I looked earlier, looks like it will do the job perfectly :) Many thanks. Huw s2s company email disclaimer: http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
