[rt-users] ERD (with relationships) for MySQL databases for versions 3.8.8 and 4.0.5 of RT?
Hello folks. Does anybody have an ERD (with relationships) for the databases for version 3.8.8 and 4.0.5 of RT? I tried to create one with MySQL Workbench but all I can get is primary keys, are there any foreign keys or are the relationships defined anywhere? If it includes Asset Tracker, that would be a bonus! Thanks in advance! -Jeff
Re: [rt-users] Users Handbook
Me too, please. Thanks.
[rt-users] RTFM: E-mail to RT group upon creation or modification of article?
Anyone know if RTFM may be configured to send e-mail upon creation and/or modification of an article? If so, is there doc on how to configure this? Thanks. -Jeff
[rt-users] Query Builder - Display Columns (Only shows Custom Fields that are global)
When building a query, I'm seeing only Custom Fields that are global in the Query Builder under Display Columns / Add columns. I want to include a column in the output that includes a Custom Field that is not global. Anyone know if this is possible and/or why non-global fields are not listed in the Display Columns? Thanks. -Jeff
[rt-users] 3rd party reporting tools for MySQL / RT?
We'd like to automate the production of pretty charts/graphs of RT data for management. I wondered if anyone is using a 3rd party tool (Microsoft Reporting Services, www.eclipse.org/birt) for advanced reporting and analytics of RT tickets and have suggestions/recommendations on tools and/or setup of the user accounts in MySQL, RT, etc? Thanks. -Jeff
[rt-users] Asset Tracker 1.2.3 - Bulk loading assets?
Hello. Is there a way to bulk load assets (i.e. from a comma-delimited file) into Asset Tracker? Thanks. RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3 -Jeff
[rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3
Hello. Get the following when running make install for Asset Tracker... snip Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object method ACLEquivalenceObjects via package RTx::AssetTracker::System at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, SCHEMA line 78. (/apps/rt-3.8.8/lib/RT.pm:382) Can't locate object method ACLEquivalenceObjects via package RTx::AssetTracker::System at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, SCHEMA line 78. make: *** [initdb] Error 255 I found a few suggestions after Googling but nothing that helps. Any help would be greatly appreciated. Thanks. Jeff Lucas
Re: [rt-users] Multiple Tickets being created when create button ispushed
We have experienced this at least twice (we're also running 3.8.2). We have considered upgrading to 3.8.4 but have not yet been able to do so. Please let me know if that resolves the issue or if you discover a workaround. Thanks. -Jeff -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Scott T. Hildreth Sent: Thursday, July 16, 2009 1:19 PM To: Rt-Users Subject: [rt-users] Multiple Tickets being created when create button ispushed We are running rt-3.8.2 (I plan to upgrade to 3.8.4) and have had an issue where a user will fill out a ticket and hit the create button which will produce 20 tickets. This doesn't happen all the time, but it has occurred a few times with different users. I am hoping the upgrade will fix this issue, but I wanted to see if anyone else has had this occur or if someone has an idea of how this could happen. The end users are using IE. Thanks, Scott ___ 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 ___ 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] AT 1.2.3 default asset Status list
Per AT 1.2.3’s AT_Config.pm file…
snip
# {{{ Miscellaneous AT Settings
# You can define new statuses and even reorder existing statuses here.
# WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT
# will break horribly.
@ActiveStatus = qw(production development qa dr pilot test) unless
@ActiveStatus;
@InactiveStatus = qw(retired) unless @InactiveStatus;
snip
We use a different standard and would like to change the default statuses AT
comes with. I do not recall RT using them (production development qa dr pilot
test). Will RT REALLY break horribly if these are changed or is this warning
old/deprecated?
I cannot find them in the Custom Fields section or in the DB dump or in
phpmyadmin (while searching) so how/where would I change them if it is ok to do
so? Or, would I have to change them in AT_Config.pm prior to installing AT.
Thanks.
-Jeff
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Re: [rt-users] Simple Search functionality
I am embarrassed to admit it and apologize for wasting your time... as I was not paying attention to detail (which can get a sysAdmin into trouble), I misunderstood how this callback worked. I thought this callback put functionality back to the way SimpleSeach worked in 3.6.6. Instead, it add keywords any and closed to complement the implicit active. any and closed must be specified in the search. It works... if you use it correctly. :-) Again, my apologies and thanks for your help. -Jeff -Original Message- From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Sent: Wednesday, May 27, 2009 3:42 PM To: Jeff Lucas Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Simple Search functionality Is stuff in the following path correct... /apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery It should be, here's mine: (You can use any name you want for the folder between Callbacks and Search) [ceaad...@rt ~]$ cat /opt/rt3/local/html/Callbacks/Indirection/Search/Simple.html/ModifyQuery %init $$query =~ s/\bany\b/new open resolved stalled rejected deleted/i; $$query =~ s/\bclosed\b/resolved rejected deleted/i; /%init %args $query = undef /%args All I can say is check your server logs, Apache and RT/syslog. After restarting Apache... You don't need to restart it, a graceful HUP will do fine. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] Simple Search functionality
I am running 3.8.2 which is installed under /apps/rt-3.8.2. According to http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved, I created... # cat /apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery %init #active is the default: open new stalled $$query =~ s/\bany\b/new open resolved stalled rejected deleted/i; #$$query =~ s/\bclosed\b/resolved rejected deleted/i; /%init %args $query = undef /%args Tested it but it did not work. Restarted httpd and still not working. Do I have to define something in /apps/rt-3.8.2/etc/RT_SiteConfig.pm so that RT finds the ModifyQuery file I created? Thanks. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Tuesday, May 26, 2009 11:10 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Simple Search functionality On Tue, May 26, 2009 at 05:05:26PM +0200, Emmanuel Lacour wrote: On Tue, May 26, 2009 at 11:00:07AM -0400, Jerrad Pierce wrote: On the wiki searching for SimpleSearch returns two of 5 relevant results. And I just fully described how it works here: http://wiki.bestpractical.com/view/SimpleSearch And a FAQ entry with this article as answer. ___ 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 ___ 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] Simple Search functionality
I've tried and tried and tried and I cannot get it to work. Is stuff in the following path correct... /apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery After restarting Apache... # cd /apps/rt-3.8.2 # find . -name \*imple\* ./share/html/NoAuth/RichText/FCKeditor/editor/plugins/simplecommands ./share/html/Elements/SimpleSearch ./share/html/Search/Simple.html ./local/html/Callbacks/stuff/Search/Simple.html Thanks. -Original Message- From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Sent: Wednesday, May 27, 2009 3:13 PM To: Jeff Lucas Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Simple Search functionality On Wed, May 27, 2009 at 13:48, Jeff Lucas jlu...@eagleinvsys.com wrote: I am running 3.8.2 which is installed under /apps/rt-3.8.2. According to http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved, I created... # cat /apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery %init #active is the default: open new stalled $$query =~ s/\bany\b/new open resolved stalled rejected deleted/i; #$$query =~ s/\bclosed\b/resolved rejected deleted/i; /%init %args $query = undef /%args Tested it but it did not work. Restarted httpd and still not working. Are you sure it didn't work? What this customization does is add the keyword any. So that searching for quux finds active tickets LIKE quux and quux any finds any ticket LIKE quux, regardless of status. This is a more powerful and targeted solution than reverting to an always return all states, but you can do that by appending the list of desired states to $$query, rather than doing the replace. ___ 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] Simple Search functionality
That worked. Thank you, Basti. -Original Message- From: Bastian Ballmann [mailto:ballm...@patronas.de] Sent: Tuesday, May 26, 2009 10:57 AM To: Jeff Lucas Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Simple Search functionality Hi, Jeff Lucas schrieb: I searched thru RT_Config.pm and the RT Wiki but could not find the answer... it appears that the Simple Search tool in RT only reports on unresolved tickets. Is that true? Just add the keyword resolved to your search string to get resolved tickets. Greets Basti -- Bastian Ballmann PATRONAS Financial Systems GmbH Schnewlinstr 4 79098 Freiburg fon +49 (0)761 400688-19 fax +49 (0)761 400688-50 ballm...@patronas.de http://www.patronas.de Amtsgericht Freiburg, HRB 7212 Geschäftsführung: Heribert Steuer, Carsten Osswald This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ___ 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] Simple Search functionality
Hello folks. I searched thru RT_Config.pm and the RT Wiki but could not find the answer... it appears that the Simple Search tool in RT only reports on unresolved tickets. Is that true? If so, can someone tell me how to adjust RT so that it reports on ALL tickets containing the keyword in the ticket subject regardless of status? Thanks. -Jeff ___ 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] Remove a user or merge two users?
Hello. I'd like to either... 1) Remove an account that was mistakenly created (preferred) 2) Or, merge two accounts (id's 28 and 3659) I understand why in general you do not want to remove accounts/id's in RT, but this account has one ticket under it which can be recreated and I'd prefer to keep my RT instance as clean as possible. Thanks. -Jeff ___ 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] Remove a user or merge two users?
Thanks for the suggestion, Ruslan. I installed/ran RT-Extension-MergeUsers-0.03_02 (specifying the ID, i.e. 28 rather than the username, i.e. j...@eagle.com that I wanted to merge the acct into) and it resulted in... RT::User::MergeInto Unimplemented in HTML::Mason::Commands. (/apps/rt-3.8.2/share/html/Callbacks/RT-Extension-MergeUsers/Admin/Users/Modify.html/RightColumnBottom line 71) It does not appear to have worked since both users still show up in my user list (ID's 28 and 3659. Any suggestions? Thanks. -Jeff -Original Message- From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Sent: Wednesday, May 20, 2009 6:12 PM To: Jeff Lucas Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Remove a user or merge two users? There are MergeUsers and MergeUsersHistory extensions in the best practical's repository and on the CPAN. On Wed, May 20, 2009 at 11:41 PM, Jeff Lucas jlu...@eagleinvsys.com wrote: Hello. I’d like to either… 1) Remove an account that was mistakenly created (preferred) 2) Or, merge two accounts (id’s 28 and 3659) I understand why in general you do not want to remove accounts/id’s in RT, but this account has one ticket under it which can be recreated and I’d prefer to keep my RT instance as clean as possible. Thanks. -Jeff ___ 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 -- Best regards, Ruslan. ___ 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] Templates - Acceptable Fields?
I attempted to add the following to my AutoReply template...
This ticket is owned by:
{$Ticket-Owner()}
Unfortunately, Owner() results in just the users ID (i.e. 63) which is
meaningless to most folks. Instead, I'd like to include the owner's
Name and/or email address. I do not see either in the ACCEPTABLE
FIELDS at http://wiki.bestpractical.com/view/Template_Fields.
Anyone know what it would be?
Thanks.
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[rt-users] Active Directory authentication
I have been able to get authentication via AD working but need to work around an issue. In AD... sAMAccountName = ABC456 mail=j...@company.com As you can see, the users email address is not always sAMAccountName@company.com. This is a problem now that I want to use rt-mailgate and want to stay away from users having two accounts in RT... one based on their sAMAccountName and another based on their e-mail address (which would be the case if folks create tickets via email and we continue to use sAMAccountName for the RT username and I grant 'Everyone' the right 'CreateTicket' and allow for the auto-creation of new users). If want to use people's email address for their RT username... 1) how do I authenticate them against AD with their email address and AD password instead of sAMAccountName and password? Is this something that would need to be configured/allowed in AD? 2) Or, could I have users authenticate against AD with their sAMAccountName but somehow have their username in RT be their email address? Thanks in advance. ___ 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
