Re: [rt-users] Reminders in a dedicated queue.
On Mon, 14 May 2007, Taan Lindemans wrote: I was wondering if this was the best way to do things: I have one queue where a group of users are notified on all new, modified or resolved tickets. However I don't want them notified on new or resolved reminders (which are placed in the same queue). I modified Reminders.pm and made sure all reminders are created in a new Reminders queue which has no scrips enabled. This works but I have the feeling there should be a better way? I don't use Reminders in my RT instance, but what about modifying your scrips to only fire if the ticket Type='ticket'. This would preclude including tickets of type='reminder'. -jd ___ 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] Left side navigation bar
On Fri, 2 Mar 2007, Dalal, Kamber Z (Kamber) wrote: In RT 3.6.3, the navigation bar is on top, how can it be set on the left side? Check out RT_Config: # This determines the default stylesheet the RT web interface will use. # RT ships with two valid values by default: # # 3.5-default The totally new, default layout for RT 3.5 # 3.4-compat A 3.4 compatibility stylesheet to make RT 3.5 look # (mostly) like 3.4 # # This value actually specifies a directory in share/html/NoAuth/css/ # from which RT will try to load the file main.css (which should # @import any other files the stylesheet needs). This allows you to # easily and cleanly create your own stylesheets to apply to RT. Set($WebDefaultStylesheet, '3.5-default'); -jd ___ 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] Who can see the tickets?
Diego-- If you granted CreateTicket and ShowTicket rights to Everyone or Unprivileged, yes, that would be expected behavior. It sounds like what you possibly want is: * Everyone: CreateTicket * Requestor (ie, themselves, if they created the Ticket): ShowTicket Just because User A created the ticket, doesn't mean that User B is suddenly not Everyone or Unprivileged. You need to be more specific, in this case, and key in on the Requestor in order to determine if User B is allowed to see User A's ticket or not. Hope this helps, -jd What it sounds like you want is to grant ShowTicket rights to On Wed, 3 Jan 2007, Diego Chaparro wrote: Hi all, First of all, i'm new on Request Tracker but i've done the installation process without problems. I've read all the documentation in the wiki, but i still don't understand some things. I've started creating two non privileged users (A and B) and i've granted those users the CreateTicket and ShowTicket rights in order they could create tickets. Then each user create one ticket, and i show that user A can see the tickets of user B. Is it normal? I want that each user can only see his tickets, is it possible?, how can i do that? Sorry if it's a very simple question but i don't find the answer. Any kind of link or help will be very grateful. I'm using RequestTracker 3.6.1. Thanks in advance. -- Mensaje enviado por el servidor de openSistemas (www.opensistemas.com) ___ 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 ___ 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] Mojo for Callback placement?
Barry, RT Fans-- While I'm not a user of RTIR, it looks like there is a 2.0-TESTING branch in BP's SVN: [spaceball1:jdiegmueller] [/tmp] # svn ls svn://svn.bestpractical.com/rtir/branches 1.1-TESTING/ 1.9-EXPERIMENTAL/ 2.0-TESTING/ 2.1-EXPERIMENTAL/ Hope this is it. :) Good luck, -jd On Wed, 11 Oct 2006, Barry L. Kline wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Jesse Vincent wrote: Grab a copy of RTIR 2.0. It should have a callback that does this to learn from. Hi Jesse. I can't seem to find 2.0 on the site. The newest that I could find was rtir-20060309 which contains RTIR 1.9. Checking down through I could only find one Callbacks directory which contained a one-liner. Did I overlook the link on the site or do I need to obtain it with CVS or SVN? Thanks Barry -BEGIN PGP SIGNATURE- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFFLVV5CFu3bIiwtTARAn1fAJ9JtHn8o72+ePVNlVZRB3lt91W6HACeN6ZA 3fc7jBkaAjCswCHCfZ+1ObQ= =Xpnf -END PGP SIGNATURE- ___ 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 ___ 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] Q: How to change resolve template defaults
John-- At a quick glance, it looks like: Ticket/Elements/Tabs Line 152 appears to start the code which determines if the user has the right to modify the ticket, and if so, presents a link. It looks like it would be trivial to change ?Action=Comment to ?Action=Respond. I haven't tested this, but this seems to be the right path. -jd On Mon, 25 Sep 2006, John H. Nyhuis wrote: Greetings, I am using RT 3.4, and when we resolve tickets, our final message is saved as a comment by default. Rather then bug our helpdesk personal to change this to reply to requestors every time we close a ticket, I would like to change the default from comment to reply. Does anyone know what file this would be specified in? Thanks, John H. Nyhuis Sr. Computer Specialist Dept. of Pediatrics HS RR338, Box 356320 University of Washington Desk: (206)-685-3884 [EMAIL PROTECTED] ___ 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 ___ 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] Query Builder, report for last 7 days
Jared-- (cc: rt-users) RT accepts some natural language date queries, such as 7 days ago or yesterday. Here's an example Saved Search we use: Status = 'open' AND LastUpdated '7 days ago' AND ( Queue = 'projects' OR Queue = 'support' ) -jd On Tue, 12 Sep 2006, Jared Hanks wrote: Hello, I'm using the Query Builder in RT and would like to create a report for tickets created in the last 7 days. I'm able to get the report to look the way I want, but just am unable to generate this for the last 7 days. I can use a specific date, but I would like to easily be able to run this search in the future without having to change the date. Any help or suggestions is appreciated. Thanks, Jared _ Get real-time traffic reports with Windows Live Local Search http://local.live.com/default.aspx?v=2cp=42.336065~-109.392273style=rlvl=4scene=3712634trfc=1 ___ 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 ___ 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] Status fields adding
I was new on the RT system administration and I just wonder if the ticket status fields can be changed. Right now it has New, Open, Stalled, Resolved, Rejected and Deleted which I want to add more fields to reflect my needs. I looked on the wiki documentation and nothing much mentioned. Your suggestion is very much appreciated. David-- A search on the BP Wiki (http://wiki.bestpractical.com/) using the term status returned: * http://wiki.bestpractical.com/index.cgi?CustomStatuses This appears to be an approach to adding custom statuses, a link to an rt-users discussion on the same topic, and also some caveats. Good luck!, -jd ___ 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] EditCustomFieldsOnUpdate does not work anymore
JP, Todd, rt-users--
If modified exactly as listed below, this works completely along with
proper notifications from RT.
I dropped the @Actions piece in the Callback (and perhaps over-improvised
by also removing it from Display.html) based on the comment that you made
(JP) that it was unnecessary. Re-adding it and doing it exactly as you
below works fine on my RT3.6.HEAD+Display.html-modification setup.
Sorry for the confusion, I over-improvised.
-jd
On Wed, 26 Jul 2006, Koopmann, Jan-Peter wrote:
On Wednesday, July 26, 2006 1:02 PM Jason A. Diegmueller wrote:
Perhaps this is an unintended side effect (or perhaps it's by
design), but the only problem I've found with this approach is that
Custom Field changes don't get mentioned at the top. I get Message
recorded or Status changed to xxx, but I don't see the CF changes
even though they are made.
That is strange. With 3.6.0 and after these changes this works for us for the
first time. All changes on the update page seem to be recorded at the top of
the resulting Display.html and all changes show in the following section. Let's
compare one more time. My setup currently:
BeforeDisplay:
%init
my $ARGSRef = $ARGS{'ARGSRef'};
if ($$ARGSRef{'id'} ne 'new'){
my $Ticket = LoadTicket($$ARGSRef{'id'});
my @cf_results = ProcessObjectCustomFieldUpdates(ARGSRef = $ARGSRef);
my @dresults = ProcessTicketDates( TicketObj = $Ticket, ARGSRef =
$ARGSRef);
delete $cf_results[0] if ((scalar(@cf_results) == 1) ($cf_results[0]
eq ''));
push @{$ARGS{Actions}}, @cf_results, @dresults;
}
/%init
%args
$Actions = []
/%args
BeforeMessageBox:
%init
my $Ticket = LoadTicket($ARGS{'id'});
/%init
/Ticket/Elements/EditCustomFields, TicketObj = $Ticket
/Ticket/Elements/EditDueDate, TicketObj = $ Ticket
/Ticket/Elements/EditPriority, TicketObj = $ Ticket
Bottom of Display.html (the part that Jesse should change):
# This code does automatic redirection if any updates happen.
# It doesn't work for the client.
$m-comp('/Elements/Callback', _CallbackName = 'BeforeDisplay',
TicketObj = \$TicketObj, Tickets = \$Tickets, ARGSRef = \%ARGS, Actions
= [EMAIL PROTECTED] );
if (@Actions) {
# We've done something, so we need to clear the decks to avoid
# resubmission on refresh.
# But we need to store Actions somewhere too, so we don't lose them.
$session{Actions} = [EMAIL PROTECTED];
$m-redirect($RT::WebURL.Ticket/Display.html?id=.$TicketObj-id);
} else {
@Actions = @{$session{Actions} || [] };
delete $session{Actions};
}
Please note that in addition to CustomFields we also let the user change
priority and due dates on the update page. Works like a charm.
Jason, can you confirm that you are running a similar setup with 3.6.x?
Kind regards,
JP
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Re: [rt-users] Possible Bug?
We've encountered an issue that we don't particularly like nor do we know if it is engineered or a bug. It involves the searching of merged tickets and is repeatable for all merged tickets in our database. It would appear that after a merge it is impossible to find the ticket merged INTO another based on the merged tickets id. To clarify: Ticket #1 comes in. Ticket #2 comes in and either is related to or is identical to ticket #1. Ticket #2 is merged into ticket #1. Searching for ticket #2 results in nothing instead of redirecting to ticket #1 giving the impression that ticket #2 does not exist. Is this a feature? If so how can I make it work the way I want it to? Or is it just a bug? Mathew-- This has been discussed a bit in the last week, and I think it's been agreed upon that it is a bug. Refer to the following thread: On Tue, Jul 18, 2006 at 05:48:41PM +0200, Sven Sternberger wrote: On Tue, 2006-07-18 at 11:27 -0400, Jesse Vincent wrote: It should be the case that searching for the old ticket number will get you the new ticket. This is what I expected. I have an 3.6 installation from tarball. The installation is upgraded from 3.0.12. The search problem appears in tickets which are created before and after migration. Ok, then yes, that sounds like a bug. _ ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] RT Wiki Problem
big frown So yeah, there was some Wiki spam, and I logged in as a Wiki admin to remove it; and I accidently clicked on DELETE (which is right next to INFO) and nuked the page completely. Apparantly since it was an admin-delete, I can't just revert it. So... in summary, woops, sorry. -jd On Wed, 19 Jul 2006, John Boris wrote: Has something happened to the RT Wiki? http://wiki.bestpractical.com/index.cgi? It looks like it is broke or hacked. I keep getting pages that have a bunch of code and weird web links. I clicked on the link for: AddAdminCc and got this in the page that was returned: Welcome to our website for you World of Warcraft Gold And then a bunch of other nonsense. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] [Rt-announce] RT 3.6.0 Released
I had blindly copied the old RT_SiteConfig.pm into the new installation. So there were at least one crucial directive missing: Set($WebDefaultStylesheet, '3.5-default'); Hrm. That should be okay, since RT_Config.pm contains that exact same line (along with comments above it explaining how you can also use 3.4-compat for an RT3.4-like interface). As such, if $WebDefaultStylesheet is undefined in RT_SiteConfig.pm, RT will pick the setting up from RT_Config.pm instead. In summary, I believe you should be able to just copy over RT_SiteConfig.pm without any ill effects. That's exactly what I've been doing in my RT 3.4-RT 3.6 migration efforts. -jd ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] RT CLI comment problem
Mathew-- For the time being, modify lib/RT.pm. Change the following line: $VERSION = '3.6.0rc3'; to $VERSION = '3.6.0'; Bosses can't fault you for running pre-release software now! -jd On Thu, 15 Jun 2006, Mathew Snyder wrote: The suspense is killing me :D Mathew Snyder Systems Administrator Network+ ServerVault TechOps Ruslan Zakirov wrote: very very soon :) On 6/14/06, Mathew Snyder [EMAIL PROTECTED] wrote: Yes please. When do you anticipate 3.6 going stable. I've been working on a project for the last two months trying to get an upgrade in place and just found out that they don't want me using 3.6.0rc3 because it is 'beta'. As much work as I've put into this I would love to continue with this version before I have to revert to 3.4.5. Mathew Snyder Systems Administrator Network+ ServerVault TechOps Joel Peter Anderson wrote: As noted - we cannot move to the pre-release; how soon is the official 3.6? And - again, does anyone have a work-around (other than RT 3.60pre3.) I'm getting resistance to a pre-release; is there any way to resolve the issue in 3.4.5? On Mon, Jun 12, 2006 at 01:58:28PM -0500, Joel Peter Anderson wrote: We're working on a transition from a system running RT 3.0.12 to 3.4.5 and I've run into a problem using the RT CLI - which is important to me because I've built a bunch of automation on top of the RT CLI commands. As far as I've tested, all the existing CLI functionality exists ... *EXCEPT* for adding comments. Any attempt add a comment with the CLI gets this terse response: This is fixed in RT 3.60pre3. # Ticket comment does not exist. Even trying something as simple as this: rt comment -m test 144149 # Ticket comment does not exist. - joel anderson * [EMAIL PROTECTED] * 612-625-7389 -- pager: 612-648-6823 Be a part of the Next Age of Exploration http://www.planetary.org/ ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
