Re: [rt-users] Disallow 'resolve' unless a CF is set?
Because we only require the CF on resolve and at no other time I hacked the update page when status = resolved. I have seen others put scrips in place that set the status back to open but this didn't work for us, as we didn't want the ticket to appear to be resolved (submitted), we wanted to remain on the same page with the typical feedback. Would be really nice if there was a way to add logic like that to the CF. Good luck, and let me know if you need additional info on how I did this. Jeff Stark Sr Saas Engineer Moxie Software (919)622-0418 jst...@moxiesoft.com Www.Moxiesoft.com CONNECT PEOPLE. SHARE KNOWLEDGE. DELIVER RESULTS. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jeff Blaine Sent: Wednesday, January 05, 2011 2:03 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Disallow 'resolve' unless a CF is set? We need to reject 'resolve' actions unless a certain custom field is set to a value. Is there a known solution for this, or should I start hacking?
[rt-users] Odd behavior after 3.9.7 upgrade when putting files in local folder
I am seeing some odd behavior with my installation after the 3.9.7 upgrade. When putting files in the local folder, they are not replacing the files in the share folder. For example, at the simplest form for example purposes. If I put a new bpslogo.png file in the local/html/NoAuth/images folder and restart apache, I am not seeing the new image appear on the site. If I delete the bpslogo.png file in share/html/NoAuth/images and restart, I get the missing image icon. If I then copy the file from local to share and restart the new image does appear. I am also seeing the same for custom files that I am putting on the server. For example local/html/Ticket/Elements/Tabs Is anyone else experiencing this behavior or is there perhaps a new configuration setting I am not aware of? RT 3.9.7 on Ubuntu 10.04/Apache2/MySQL5.1/fastCGI I have also tried using develmode = '1' with no success. Jeff Stark Sr Saas Engineer Moxie Software (919)622-0418 jst...@moxiesoft.commailto:jst...@moxiesoft.com Www.Moxiesoft.comhttp://www.moxiesoft.com/ CONNECT PEOPLE. SHARE KNOWLEDGE. DELIVER RESULTS.
[rt-users] crontool issues
Can someone please point me in some direction on how to solve this error when using crontool in crontab If I run the same on commandline it works fineit appears that I am losing some env vars when in crontabI have added these tot he top of the file to ensure the proper vars set ORACLE_BASE = /u01/app/oracle set ORACLE_HOME = $ORACLE_BASE/product/10.2.0/client_1 set LD_LIBRARY_PATH = $ORACLE_HOME/lib set TWO_TASK = rt set ORACLE_SID = rt set PATH=$PATH:/opt/rt3/local/lib/RT/Action Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Orac le/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared obje ct file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-mul ti/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild er/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchB uilder/Handle/Oracle.pm line 6. Compilation failed in require at (eval 207) line 1. BEGIN failed--compilation aborted at (eval 207) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 201. -Stark ___ 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
[rt-users] Help with Ticket Count
Hello, I am trying to create a view similar to the QuickSearch view.
3.6.3, Oracle 10g, apache on RHEL.
I have the view working great, the links when I click them show the
correct tickets, etc.
However, the Tickets-Count is only returning for the first query. I
have updated the view to include an x so that I could test the links.
Does anyone know why my Tickets-Count would not be returning as
expected?
table border=0 cellspacing=0 cellpadding=1 width=100%
tr
th class=collection-as-table|/lSeverity Level//th
% for my $condition (@$conditions) {
th class=collection-as-table align=right%
$condition-{name} %/th
% }
/tr
% my $i;
% for my $sevlevel (@sevlevels) {
% $i++;
% my $sevlevel_cond = 'CF.{Severity Level}' = '$sevlevel' AND ;
% my $all_q = $sevlevel_cond . ( Status = 'open' OR Status = 'new'
OR Status = 'stalled' ) AND ;
tr class=% $i%2 ? 'oddline' : 'evenline'%
tda href=%
$RT::WebPath%/Search/Results.html?Query=%$all_q%Format=%$Format%
title=% substr($sevlevel,0, 5) %% substr($sevlevel,0,
5)%/a/td
% for my $condition (@$conditions) {
% $Tickets-FromSQL($all_q.$condition-{cond}),
td align=righta href=%
$RT::WebPath%/Search/Results.html?Query=%$all_q.$condition-{cond}%F
ormat=%$Format%% $Tickets-Count % x/a/td
% }
/tr
% }
/table
Jeff Stark, Sr Systems Administrator
SumTotal Systems, Inc. (Nasdaq; SUMT)
OFFICE+1 919 326 7548
MOBILE +1 919 622 0418
EMAIL [EMAIL PROTECTED]
The contents of this communication are considered SumTotal Confidential,
and should not be shared with anyone outside of SumTotal, either
electronically or verbally, without the express permission of the
author(s).
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[rt-users] Cron Issues....
Hello everyone...
RT 3.6.3, RHEL, Oracle DB.
I have a cron job I created in cron.hourly...its pretty simplistic and
the command works great when I run it directly. Being very new to
Linux, I was hoping one of you may notice something simple that I am
missing here.
#!/bin/sh
/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg (
Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND (
'CF.{Severity Level}' LIKE 'Sev 2 (Premier Support ONLY)' ) AND (
'CF.{Customer}' NOT LIKE '%(p)' AND 'CF.{Customer}' NOT LIKE '%(ep)' )
--action RT::Action::DemotePremierLevel
Thanks,
-Stark
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RE: [rt-users] Cron Issues....
The only item in /var/log/cron is:
Jul 11 09:01:01 infrt01 crond[23295]: (root) CMD (run-parts
/etc/cron.hourly)
Is there somewhere else I should look?
Thanks,
-Stark
-Original Message-
From: Stephen Turner [mailto:[EMAIL PROTECTED]
Sent: Wednesday, July 11, 2007 12:22 PM
To: Jeff Stark; RT Users
Subject: Re: [rt-users] Cron Issues
At Wednesday 7/11/2007 12:06 PM, Jeff Stark wrote:
Hello everyone...
RT 3.6.3, RHEL, Oracle DB.
I have a cron job I created in cron.hourly...its pretty simplistic and
the command works great when I run it directly. Being very new to
Linux, I was hoping one of you may notice something simple that I am
missing here.
#!/bin/sh
/opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg (
Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND (
'CF.{Severity Level}' LIKE 'Sev 2 (Premier Support ONLY)' ) AND (
'CF.{Customer}' NOT LIKE '%(p)' AND 'CF.{Customer}' NOT LIKE
'%(ep)' ) --action RT::Action::DemotePremierLevel
Thanks,
-Stark
Do you have any output from a cron run of this? It could be that the
cron invocation is not getting the Oracle environment variables it
needs.
Steve
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RE: [rt-users] Cron Issues....
Excellent! Had no idea...you are correct, it is Oracle Connectivity that is causing the issue. Any ideas how I solve this? I used the priority escalation script as a template. /etc/cron.hourly/RT-DemotePremier.cron: Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Orac le/Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared obje ct file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-mul ti/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild er/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchB uilder/Handle/Oracle.pm line 6. Compilation failed in require at (eval 207) line 1. BEGIN failed--compilation aborted at (eval 207) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 201. -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Wednesday, July 11, 2007 12:57 PM To: Jeff Stark; RT Users Subject: RE: [rt-users] Cron Issues At Wednesday 7/11/2007 12:37 PM, Jeff Stark wrote: The only item in /var/log/cron is: Jul 11 09:01:01 infrt01 crond[23295]: (root) CMD (run-parts /etc/cron.hourly) Is there somewhere else I should look? Thanks, -Stark I think any output (stdout or stderr) from the cron job that isn't explicitly redirected is mailed to the crontab owner. So there may be a mail message that contains a clue. Steve ___ 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: RE: [rt-users] Cron Issues....
Thanks, yes, actually I am expecting it to run as root. (I know bad karma to follow) But I am just trying to get it working. I have tried forcing the loading of .bash_profile and have also tried adding the following to the script: export ORACLE_BASE=/u01/app/oracle export ORACLE_HOME=$ORACLE_BASE/product/10.2.0/client_1 export LD_LIBRARY_PATH=$ORACLE_HOME/lib But I still get this error: Unable to load DBIx::SearchBuilder database handle for 'Oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/ Oracle.so' for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: No such file or directory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230. at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6 Compilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 6. Compilation failed in require at (eval 207) line 1. BEGIN failed--compilation aborted at (eval 207) line 1. Compilation failed in require at /opt/rt3/lib/RT.pm line 201. - Stark -Original Message- From: John BORIS [mailto:[EMAIL PROTECTED] Sent: Wednesday, July 11, 2007 3:43 PM To: RT-Users@lists.bestpractical.com; [EMAIL PROTECTED]; Jeff Stark Subject: Re: RE: [rt-users] Cron Issues This might be trivial but make sure the job is running the job as the user you expect. If cron.hourly is being executed as root then it may be reading the wrong files to setup the environment. John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia 222 North 17th Street Philadelphia, Pa. 19103 Tel: 215-965-1714 Fax: 215-587-3525 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
RE: [rt-users] RT CLI and Custom Fields
I just tried very similar to what you have Kevin, still no luck.
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} =
Sev 3')
-bash: syntax error near unexpected token `('
- Stark
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin
Falcone
Sent: Thursday, July 05, 2007 3:59 PM
To: RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote:
has anyone successfully used the CLI to query RT Custom fields? I
found a few posts, but with no responses.
Here is an example:
/opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3')
This works fine for me
./bin/rt ls -i 'CF.{foo} = bar'
-kevin
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RE: [rt-users] RT CLI and Custom Fields
When I remove the parenthesis and try this I get the following:
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} = Sev
3'
rt: Invalid query: ''.
Invalid query: ''.
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i CF.{Severity Level} = 'Sev
3'
rt: Invalid query: ''.
Invalid query: ''.
-Stark
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: Friday, July 06, 2007 10:18 AM
To: Jeff Stark
Cc: Kevin Falcone; RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
Why are you putting the value in parentheses? The simple string in
single quotes should work.
Ken
On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote:
I just tried very similar to what you have Kevin, still no luck.
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} =
Sev 3')
-bash: syntax error near unexpected token `('
- Stark
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin
Falcone
Sent: Thursday, July 05, 2007 3:59 PM
To: RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote:
has anyone successfully used the CLI to query RT Custom fields? I
found a few posts, but with no responses.
Here is an example:
/opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3')
This works fine for me
./bin/rt ls -i 'CF.{foo} = bar'
-kevin
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RE: [rt-users] RT CLI and Custom Fields
Strangely enoughthis works just fine:
/opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days
ago'
-Stark
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: Friday, July 06, 2007 10:47 AM
To: Jeff Stark
Cc: Kevin Falcone; RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
Wow. The next step for me would be to run the CLI rt in debug mode and
check that the commandline arguments are being passed in correctly.
It may be that you need to do some more escaping to have it work.
Ken
On Fri, Jul 06, 2007 at 07:43:25AM -0700, Jeff Stark wrote:
When I remove the parenthesis and try this I get the following:
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} =
Sev 3'
rt: Invalid query: ''.
Invalid query: ''.
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i CF.{Severity Level} =
'Sev 3'
rt: Invalid query: ''.
Invalid query: ''.
-Stark
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: Friday, July 06, 2007 10:18 AM
To: Jeff Stark
Cc: Kevin Falcone; RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
Why are you putting the value in parentheses? The simple string in
single quotes should work.
Ken
On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote:
I just tried very similar to what you have Kevin, still no luck.
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level} =
Sev 3')
-bash: syntax error near unexpected token `('
- Stark
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin
Falcone
Sent: Thursday, July 05, 2007 3:59 PM
To: RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote:
has anyone successfully used the CLI to query RT Custom fields? I
found a few posts, but with no responses.
Here is an example:
/opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3')
This works fine for me
./bin/rt ls -i 'CF.{foo} = bar'
-kevin
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RE: [rt-users] RT CLI and Custom Fields
Got itthe space in the custom field name was causing it to fail...
/opt/rt3/bin/rt list -i 'CF.{Severity Level}' = 'Sev 4'
That works. Thanks for pushing in the right direction...sometimes I
just need a nudge.
-Stark
The contents of this communication are considered SumTotal Confidential,
and should not be shared with anyone outside of SumTotal, either
electronically or verbally, without the express permission of the
author(s).
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: Friday, July 06, 2007 11:00 AM
To: Jeff Stark
Cc: Kevin Falcone; RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
Do any of the CLI custom field queries work? Is the rt command using the
correct RT URL? These errors look similar to ones I received with RT
3.4.
Ken
On Fri, Jul 06, 2007 at 07:52:45AM -0700, Jeff Stark wrote:
Strangely enoughthis works just fine:
/opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days
ago'
-Stark
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: Friday, July 06, 2007 10:47 AM
To: Jeff Stark
Cc: Kevin Falcone; RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
Wow. The next step for me would be to run the CLI rt in debug mode and
check that the commandline arguments are being passed in correctly.
It may be that you need to do some more escaping to have it work.
Ken
On Fri, Jul 06, 2007 at 07:43:25AM -0700, Jeff Stark wrote:
When I remove the parenthesis and try this I get the following:
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i 'CF.{Severity Level} =
Sev 3'
rt: Invalid query: ''.
Invalid query: ''.
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i CF.{Severity Level} =
'Sev 3'
rt: Invalid query: ''.
Invalid query: ''.
-Stark
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: Friday, July 06, 2007 10:18 AM
To: Jeff Stark
Cc: Kevin Falcone; RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
Why are you putting the value in parentheses? The simple string in
single quotes should work.
Ken
On Fri, Jul 06, 2007 at 07:10:59AM -0700, Jeff Stark wrote:
I just tried very similar to what you have Kevin, still no luck.
[EMAIL PROTECTED] obj]# /opt/rt3/bin/rt list -i ('CF.{Severity Level}
=
Sev 3')
-bash: syntax error near unexpected token `('
- Stark
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of
Kevin
Falcone
Sent: Thursday, July 05, 2007 3:59 PM
To: RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote:
has anyone successfully used the CLI to query RT Custom fields?
I
found a few posts, but with no responses.
Here is an example:
/opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3')
This works fine for me
./bin/rt ls -i 'CF.{foo} = bar'
-kevin
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[rt-users] RT CLI and Custom Fields
has anyone successfully used the CLI to query RT Custom fields? I found
a few posts, but with no responses.
Here is an example:
/opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3')
I always receive this error:
-bash: syntax error near unexpected token `('
Thanks,
- Stark
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RE: [rt-users] RT CLI and Custom Fields
Sorry...3.6.3
Jeff Stark, Sr Systems Administrator
SumTotal Systems, Inc. (Nasdaq; SUMT)
OFFICE+1 919 326 7548
MOBILE +1 919 622 0418
EMAIL [EMAIL PROTECTED]
The contents of this communication are considered SumTotal Confidential,
and should not be shared with anyone outside of SumTotal, either
electronically or verbally, without the express permission of the
author(s).
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kenneth
Marshall
Sent: Thursday, July 05, 2007 4:35 PM
To: Kevin Falcone
Cc: RT Users
Subject: Re: [rt-users] RT CLI and Custom Fields
On Thu, Jul 05, 2007 at 03:59:28PM -0400, Kevin Falcone wrote:
On Jul 5, 2007, at 3:16 PM, Jeff Stark wrote:
has anyone successfully used the CLI to query RT Custom fields? I
found a few posts, but with no responses.
Here is an example:
/opt/rt3/bin/rt list -i ('CF.{Severity Level}' = 'Sev 3')
This works fine for me
./bin/rt ls -i 'CF.{foo} = bar'
-kevin
Are you using version 3.6? 3.4 does not support accessing Custom fields
from the CLI.
Ken
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[rt-users] DB Growth
Can anyone explain why we are seeing exponential growth in our Attachments table? It appears to be related to emails sent by the system, but looking for more concise explanation. We only have approximately 5000 tickets yet our Attachments table (we don't have actual attachments enabled) is growing significantly to 8GB. Thanks, -Stark ___ 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] DB Growth
Thanks Forrest, We found that there were a couple of tickets where (somehow) the requestor had attached the same file (roughly 5MB) over 100 times. Thanks, - Stark -Original Message- From: Forrest Blount [mailto:[EMAIL PROTECTED] Sent: Friday, June 29, 2007 4:40 PM To: Jeff Stark Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] DB Growth Check to see if a scrip is caught in a loop sending/adding attachments to your tickets (and your db). Forrest Jeff Stark wrote: Can anyone explain why we are seeing exponential growth in our Attachments table? It appears to be related to emails sent by the system, but looking for more concise explanation. We only have approximately 5000 tickets yet our Attachments table (we don't have actual attachments enabled) is growing significantly to 8GB. Thanks, *-Stark* -- -- ___ 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] Delete large attachment
Hi Gene, What would you recommend for Custom Field Attachments? They are stored in the ObjectCustomFieldValues in the LargeContent field, correct? Would you do the same for that table? Thanks, - Stark The contents of this communication are considered SumTotal Confidential, and should not be shared with anyone outside of SumTotal, either electronically or verbally, without the express permission of the author(s). -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gene LeDuc Sent: Thursday, June 14, 2007 12:41 PM To: Tim Hill Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Delete large attachment Hi Tim, Best to try this on something harmless before assaulting your production database. Disclaimer - I don't know anything about PostgreSQL other than it's a database. I use MySQL, so my answer probably needs to be translated from MySQL to PostgreSQL. I also use RT 3.6.3, so there might be schema differences as well. Attachments are stored in the Attachments table. The contents are stored in a column called Content. This column is a longtext (in MySQL), meaning it can store up to 4GB. If you were using MySQL, the following statement should replace all attachments greater than a certain size (4MB for example) with an Attachment deleted statement. I have no idea what the syntax would be using PostgreSQL. UPDATE Attachments SET Content = 'Attachment deleted due to space constraints.', ContentType = 'text/plain', ContentEncoding = 'none' WHERE LENGTH(Content) 400; If you want to do it for specific tickets, you need to get the ticket number indirectly. The Attachments:TransactionId column points to a Transactions record whose Transactions:ObjectId column contains the ticket number. Have fun and be careful out there! Gene At 04:42 AM 6/14/2007, Tim Hill wrote: Hi, I have a member of staff who has decided to attach docuements to his tickets in bitmap format, unfortunately these bitmap images are between 4 and 8 MB in size and they have taken up more space in a day of doing this than the rest of the RT system has taken up in almost a year of operation. I don't mind if the tickets have to be deleted, they can be recreated easily enough. How can I get rid of these attachments from the RT database? Where are the attachments stored and what are my options for getting rid of them? I am using the following: RT version 3.4.4 from an ubuntu package. Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1) Webmin version 1.320 PostgreSQL version 7.4.12 (With schemas) Please let me know if you require any other information. Thanks in advance, Tim -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] Delete large attachment
Thanks Jeff, we do have Shredder installed and it works great for Tickets, etc...but you can't shred Attachments in Custom Fields with it, so we are left with shredding the ticket or dealing with the horrid performance of the system with the large attachment... Jeff Stark, Sr Systems Administrator SumTotal Systems, Inc. (Nasdaq; SUMT) OFFICE+1 919 326 7548 MOBILE +1 919 622 0418 EMAIL [EMAIL PROTECTED] The contents of this communication are considered SumTotal Confidential, and should not be shared with anyone outside of SumTotal, either electronically or verbally, without the express permission of the author(s). -Original Message- From: Jeff Platter [mailto:[EMAIL PROTECTED] Sent: Thursday, June 14, 2007 1:23 PM To: Jeff Stark; 'Gene LeDuc'; 'Tim Hill' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Delete large attachment Hey you guys might want to try the RTx::Shredder extension. You can find it on cpan: http://search.cpan.org/~ruz/RTx-Shredder-0.06/lib/RTx/Shredder.pm I've installed it and used it before. It works great with tickets and there is an option in there for attachments as well. There is a WebUI for it so you don't really need to mess with any SQL directly. Just a thought. Hope it helps. -Jeff -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff Stark Sent: Thursday, June 14, 2007 1:12 PM To: Gene LeDuc; Tim Hill Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Delete large attachment Hi Gene, What would you recommend for Custom Field Attachments? They are stored in the ObjectCustomFieldValues in the LargeContent field, correct? Would you do the same for that table? Thanks, - Stark The contents of this communication are considered SumTotal Confidential, and should not be shared with anyone outside of SumTotal, either electronically or verbally, without the express permission of the author(s). -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gene LeDuc Sent: Thursday, June 14, 2007 12:41 PM To: Tim Hill Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Delete large attachment Hi Tim, Best to try this on something harmless before assaulting your production database. Disclaimer - I don't know anything about PostgreSQL other than it's a database. I use MySQL, so my answer probably needs to be translated from MySQL to PostgreSQL. I also use RT 3.6.3, so there might be schema differences as well. Attachments are stored in the Attachments table. The contents are stored in a column called Content. This column is a longtext (in MySQL), meaning it can store up to 4GB. If you were using MySQL, the following statement should replace all attachments greater than a certain size (4MB for example) with an Attachment deleted statement. I have no idea what the syntax would be using PostgreSQL. UPDATE Attachments SET Content = 'Attachment deleted due to space constraints.', ContentType = 'text/plain', ContentEncoding = 'none' WHERE LENGTH(Content) 400; If you want to do it for specific tickets, you need to get the ticket number indirectly. The Attachments:TransactionId column points to a Transactions record whose Transactions:ObjectId column contains the ticket number. Have fun and be careful out there! Gene At 04:42 AM 6/14/2007, Tim Hill wrote: Hi, I have a member of staff who has decided to attach docuements to his tickets in bitmap format, unfortunately these bitmap images are between 4 and 8 MB in size and they have taken up more space in a day of doing this than the rest of the RT system has taken up in almost a year of operation. I don't mind if the tickets have to be deleted, they can be recreated easily enough. How can I get rid of these attachments from the RT database? Where are the attachments stored and what are my options for getting rid of them? I am using the following: RT version 3.4.4 from an ubuntu package. Server version of dapper drake 6.06 LTS (webmin shows this as 6.06.1) Webmin version 1.320 PostgreSQL version 7.4.12 (With schemas) Please let me know if you require any other information. Thanks in advance, Tim -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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 -- This message has been scanned for viruses and dangerous content
FW: [rt-users] UnPriv User - Attachment Custom Fields
Reposting Jeff Stark, Sr Systems Administrator SumTotal Systems, Inc. (Nasdaq; SUMT) OFFICE+1 919 326 7548 MOBILE +1 919 622 0418 EMAIL [EMAIL PROTECTED] The contents of this communication are considered SumTotal Confidential, and should not be shared with anyone outside of SumTotal, either electronically or verbally, without the express permission of the author(s). From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff Stark Sent: Wednesday, June 06, 2007 1:17 PM To: rt-users Subject: [rt-users] UnPriv User - Attachment Custom Fields Hello, We have some custom fields that are for attachmentswhen the un-priv user (in self service) clicks the link, it takes them to the default self service page. Can anyone tell me what permissions I need to change to allow the user to get to /Downloads/CustomFieldValue/dhandler? I have looked at Linux file permissions and am not sure where else to look. I don't see anything in Apache, I am sure its something silly that I am just not thinking of. Please advise, -Stark ___ 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
[rt-users] UnPriv User - Attachment Custom Fields
Hello, We have some custom fields that are for attachmentswhen the un-priv user (in self service) clicks the link, it takes them to the default self service page. Can anyone tell me what permissions I need to change to allow the user to get to /Downloads/CustomFieldValue/dhandler? I have looked at Linux file permissions and am not sure where else to look. I don't see anything in Apache, I am sure its something silly that I am just not thinking of. Please advise, -Stark ___ 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
[rt-users] Cron Job
Hi everyoneI am a bit of a newbie when it comes to Linux (REHL) and I am trying to add this RT command as a cron job via crontab. I am logged in as root and when I run this manually: /opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status=resolved it works great. When I add it to crontab it doesn't run and here is result of... crontab -l 01 00 * * * /opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status=resolved /var/log/cron Jun 5 10:01:01 dcrt crond[8839]: (root) CMD (/opt/rt3/bin/rt list -i Status = 'in-review' AND Resolved '2 days ago' | /opt/rt3/bin/rt edit - set status = 'resolved'^M) Everything appears correctthough I am not sure what the ^M indicates at the end of the cron command in the log file. any thoughts? -Stark ___ 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
[rt-users] Programmatically Sending Emails
Does anyone know if its possible to send an email from within a form? I am updating several items on a ticket and I want to send one email with all of this information, including a comment. The problem is, the only way to identify, via a scrip, that this change occurred is to watch a custom field change...however, I can't get to the content of the comment if I do this. So, I would like to create the email in my form and have it sent out that way. Is this possible? -Stark ___ 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] Programmatically Sending Emails
Thanks...I will give it a try. -Stark From: Gene LeDuc [mailto:[EMAIL PROTECTED] Sent: Thu 5/24/2007 12:18 PM To: Jeff Stark Cc: rt-users Subject: Re: [rt-users] Programmatically Sending Emails This is probably a good candidate for a TransactionBatch (rather than TransactionCreate) scrip; it lets you access all the transactions for a specific event in a single scrip/template. From within your template you cycle through each transaction, grab what you need from each transaction, then build the mail using that collected data. There are usable examples of this in The Book and on the wiki. Regards, Gene At 07:52 AM 5/24/2007, Jeff Stark wrote: Does anyone know if its possible to send an email from within a form? I am updating several items on a ticket and I want to send one email with all of this information, including a comment. The problem is, the only way to identify, via a scrip, that this change occurred is to watch a custom field change...however, I can't get to the content of the comment if I do this. So, I would like to create the email in my form and have it sent out that way. Is this possible? -Stark -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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
[rt-users] Strange Behavior in IE
We are currently seeing some strange behavior in IE (6 and 7) on version 3.6.3 of RT / Apache / RHEL. Sometimes the pages become cutup and you have to refresh to get the page to realign. Resizing the browser window also works. Has anyone else seen this? Does anyone know what may be causing it? Is it perhaps that Apache is sending back data to soon? Should it cache the data locally then submit all at once (sorry can't remember what that's called) Thanks, -Stark ___ 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
[rt-users] Expensive Queries
Hello, We are trying to identify very poor performance levels of the RT Application 3.6.3 on REHL/Apache with Oracle. In doing so, we had our DBAs take a look at the Oracle box and the identified some very expensive queries that were taking nearly 10 seconds to return, such as: SELECT * FROM ( SELECT limitquery.*, rownum limitrownum FROM ( SELECT main.* FROM ( SELECT DISTINCT main.id FROM CustomFields main JOIN ObjectCustomFields ObjectCustomFields_1 ON ( ObjectCustomFields_1.CustomField = main.id ) WHERE (main.Name = 'Customer') AND (ObjectCustomFields_1.ObjectId = '0') AND (main.LookupType = 'RT::Queue-RT::Ticket') ) distinctquery, CustomFields main WHERE (main.id = distinctquery.id) ORDER BY main.SortOrder ASC, main.id ASC ) limitquery WHERE rownum = 1 ) WHERE limitrownum = 1 Their concern is mainly around the joins being inequality joins, as even indexes won't help with these types of queries. Has anyone seen this same behavior and/or has anyone done anything to modify the system to generate better join clauses in the queries? Also I must note, we only have 450 tickets in the system at this time...this was in just over a week with less than half of the users active, so we expect the number to grow significantly as we onboard additional users. Thanks, Jeff Stark ___ 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] Expensive Queries
Thanks Ken and Jesse. We will continue to evaluate to see if we can find some performance gains in other ways. -Stark -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, May 15, 2007 12:47 PM To: Kenneth Marshall Cc: Jeff Stark; rt-users Subject: Re: [rt-users] Expensive Queries On May 15, 2007, at 12:43 PM, Kenneth Marshall wrote: Jeff, It sounds like you may need to make some more indexes. Please have your DBAs provide a plan for the query execution. Look for sequential scans in particular. That may help you identify possible index creation options. We use PostgreSQL here, but I would suspect that many of the index creations needed for it to be performant would be the same with Oracle. Sadly, no. Every database really does want a different set of indexes. In particular, Oracle seems to strongly prefer single-column indexes. (And can use many of them on the same query.) The last time we saw test data with mysql and postgres, they dealt better with multi-column indexes. Best, Jesse ___ 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
[rt-users] RT-CRONTool Tasks
Hello, I am new to Perl and RT...so this may seem like an obvious question. I created a new script, much like the EscalatePriority scritp and I put it in the same directory, but when I try to call it from RT-CronTool I get the following error: Failed to load module RT::Action::ResolveInReview. () at /opt/rt3/bin/rt-crontool line 206. Can someone provide a quick list of the steps needed to get a script to work with the rt-crontool, I looked on the lists and wiki, but wasn't able to find anything. Thanks, Jeff Stark ___ 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] custom field display sort odd workaround
Joop provided the patch. The issue that we saw regarding not returning all the records was cured by determining if the value entered was numerical and searching different fields for the value as opposed to when a String value was entered. - Stark -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Justin Brodley Sent: Tuesday, May 08, 2007 12:58 PM To: Jack D. Browning; rt-users Subject: RE: [rt-users] custom field display sort odd workaround I know that we got a patch from someone on this mailing list. The patch wasn't rolled into the code tree as there was some concern that certain results were hidden from the searches. We haven't seen this issue on our Oracle implementation, and someone who is more familiar with the code should probably re-review and determine if it should be checked into the code tree as it does resolves this issue. Justin Brodley -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jack D. Browning Sent: Tuesday, May 08, 2007 8:03 AM To: rt-users Subject: [rt-users] custom field display sort odd workaround I am new to RT and am very impressed with it. Thanks Jesse the community! I'm not a programmer, and I'm not sure how useful this post will be. My apologies if it's inappropriate for some reason. I've searched through the mailing list archives have Googled can't find a patch or solution for custom fields sorting out of order when displayed in ticket or transaction (comment) pages. I've seen some posts regarding DBIx::SearchBuilder and possibly Oracle, but can't seem to find anything that applies to PostgreSQL, and am not even sure this is related. Problem: Custom Fields seemed to display fine when first set up. Then, after modifying them, they display with a different sort order than originally set up. The sort fields in the tables did not change. Odd Workaround: After searching unsuccessfully for a solution, I fiddled around with it some and found that appears to be sorting them based on when the custom fields were last updated. So, I tried manually editing the lastupdated fields in the tables to get a different sort order, with no effect at all. However, if I use the web interface to edit each field in the order I want them to appear on the display, it works fine, and appears to work consistently. So, if I have to change or add a custom field, after I'm done, I just go in and edit each custom field _in the order I want them to display_, by adding or removing a period (.) at the end of each custom field's description field, and it puts them back in the desired order in the display. If there is a patch or update I'm missing, or one is coming, I would appreciate a reply post. Otherwise, I hope this helps isolate this issue for a resolution, or at least helps someone else deal with this for now. Running: - CentOS 4.4 - latest RT from head - PostgreSQL 8.2 - Perl 5.8.5 - DBIx::SearchBuilder 1.48 Regards, Jack D. Browning ___ 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 ___ 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] RTGUI, a Graphical User Interface for Best Practical's Request Tracker
Using REST Web Services: http:///REST/1.0/Forms/ticket/default?user=pass=id=249 I receive the following error: Can't use an undefined value as a HASH reference at /opt/rt3/share/html/REST/1.0/Forms/ticket/default line 178. Stack: [/opt/rt3/share/html/REST/1.0/Forms/ticket/default:178] [/opt/rt3/share/html/REST/1.0/autohandler:52] [/opt/rt3/share/html/autohandler:292] When I look at line 178 it is performing the following: push @data, [ Queue = $ticket-QueueObj-Name ] Any suggestions on what may be causing this? I am passing a valid ticket id in. -Stark -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jesse Vincent Sent: Friday, April 20, 2007 2:22 PM To: Torbjørn Moen Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTGUI,a Graphical User Interface for Best Practical's Request Tracker On Apr 20, 2007, at 2:16 PM, Torbjørn Moen wrote: An API would be the best way to do this, but given that we need to produce a working application for the IT Service on 21st of May this probably won't happen from us until after that time. The existing REST webservices API should have what you need. What doesn't it have? Best, Jesse ___ 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] RTGUI, a Graphical User Interface for Best Practical's Request Tracker
Sorry I see now that I need to use search http:///REST/1.0/search/ticket/?user=pass=query=%20id%20%3D%2048format=l Jeff Stark, Sr Systems Administrator SumTotal Systems, Inc. (Nasdaq; SUMT) OFFICE+1 919 326 7548 MOBILE +1 919 622 0418 EMAIL [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff Stark Sent: Friday, April 20, 2007 3:16 PM To: Jesse Vincent; Torbjørn Moen Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RTGUI,a Graphical User Interface for Best Practical's Request Tracker Using REST Web Services: http:///REST/1.0/Forms/ticket/default?user=pass=id=249 I receive the following error: Can't use an undefined value as a HASH reference at /opt/rt3/share/html/REST/1.0/Forms/ticket/default line 178. Stack: [/opt/rt3/share/html/REST/1.0/Forms/ticket/default:178] [/opt/rt3/share/html/REST/1.0/autohandler:52] [/opt/rt3/share/html/autohandler:292] When I look at line 178 it is performing the following: push @data, [ Queue = $ticket-QueueObj-Name ] Any suggestions on what may be causing this? I am passing a valid ticket id in. -Stark -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jesse Vincent Sent: Friday, April 20, 2007 2:22 PM To: Torbjørn Moen Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTGUI,a Graphical User Interface for Best Practical's Request Tracker On Apr 20, 2007, at 2:16 PM, Torbjørn Moen wrote: An API would be the best way to do this, but given that we need to produce a working application for the IT Service on 21st of May this probably won't happen from us until after that time. The existing REST webservices API should have what you need. What doesn't it have? Best, Jesse ___ 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] Manually Creating Approvals
Thanks Torsten,
Not sure what happened, but suddenly it began working...I must have had
a Typo somewhere.
Anyhow, now its working great.
Thanks,
Jeff Stark
From: Ham MI-ID, Torsten Brumm [mailto:[EMAIL PROTECTED]
Sent: Friday, April 06, 2007 8:14 PM
To: Jeff Stark; rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Manually Creating Approvals
Hji jeff,
Have you checked inside the db what type the newly created ticket is? It
must be of type 'approval'
Then check the rights to your approval queue, has the guy who should
approve enought rights there?
Torsten
-Original Message-
From: [EMAIL PROTECTED]
[EMAIL PROTECTED]
To: RT User List rt-users@lists.bestpractical.com
Sent: Fri Apr 06 18:17:20 2007
Subject: [rt-users] Manually Creating Approvals
Hi
Our approval process that we need to put in place doesn't work all that
well with the approval process as documented with templates. Our
process requires me to copy all the data from the originating ticket
then have the user populate one additional field in the approval ticket.
I have been able to create the ticket, copy the data, update the
dependencies for the ticket and display the ticket in the edit form.
However, even if I assign $ARGS{'Type'} or $ARGS{'type'} to be
approval it does not create the approval...rather that is, the ticket
shows up in the Change Management Queue, but does not appear in the
Approvals page as is the case when using the templates.
Can someone please point me in the direction of how I would manually
indicate that a ticket is to be an approval ticket?
Thanks,
Jeff Stark
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[rt-users] Manually Creating Approvals
Hi
Our approval process that we need to put in place doesn't work all that
well with the approval process as documented with templates. Our
process requires me to copy all the data from the originating ticket
then have the user populate one additional field in the approval ticket.
I have been able to create the ticket, copy the data, update the
dependencies for the ticket and display the ticket in the edit form.
However, even if I assign $ARGS{'Type'} or $ARGS{'type'} to be
approval it does not create the approval...rather that is, the ticket
shows up in the Change Management Queue, but does not appear in the
Approvals page as is the case when using the templates.
Can someone please point me in the direction of how I would manually
indicate that a ticket is to be an approval ticket?
Thanks,
Jeff Stark
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RE: Re: [rt-users] Sorting on Custom Fields
I have searched everywhere for this patch, I have only come across a patch for sorting of the custom fields when being displayed on forms, not for sorting data in reports. I too am on MySQL now, but will be moving to Oracle. Torsten, can you provide your patch for Oracle? I am not able to find this anywhere. Thanks, Jeff Stark, Sr Systems Administrator SumTotal Systems, Inc. (Nasdaq; SUMT) OFFICE+1 919 326 7548 MOBILE +1 919 622 0418 EMAIL [EMAIL PROTECTED] blocked::mailto:[EMAIL PROTECTED] From: Ham MI-ID, Torsten Brumm [mailto:[EMAIL PROTECTED] Sent: Sunday, April 01, 2007 10:34 PM To: [EMAIL PROTECTED]; Jeff Stark Cc: rt-users@lists.bestpractical.com Subject: AW: Re: [rt-users] Sorting on Custom Fields Hi jeff and ole, I had success with mysql, there was a path some months ago from jesse posted to the mailling list, search the mailling list it was for 3.61 and so far I remember, its in place since 3.62. But I'm not sure at this moment what the path has patched, can help you earliest end of the week, laying on the beach this week. Torsten -Original Message- From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: Jeff Stark [EMAIL PROTECTED] CC: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Sun Apr 01 20:12:54 2007 Subject: Re: [rt-users] Sorting on Custom Fields On Wed, 2007-03-28 at 10:30 -0700, Jeff Stark wrote: I have read in many places that there is a patch for the issue regarding sorting on custom fields. However, I am unable to find this patch. Can someone please point me in the right direction? It's apparently a problem with DBIx::SearchBuilder, and as far as I know there isn't a patch. (Torsten Brumm had some success with Oracle and/or Postgres, but I wasn't able to replicate his results with MySQL.) I am also eagerly awaiting this fix, since right now I can't present saved searches as a reporting solution for my execs. -- /Ole Craig Security Engineer Team lead, customer support [EMAIL PROTECTED] 303-381-3824 direct 303-381-3802 support 303-381-3880 fax www.stillsecure.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
[rt-users] Sorting on Custom Fields
Hello, I have read in many places that there is a patch for the issue regarding sorting on custom fields. However, I am unable to find this patch. Can someone please point me in the right direction? Thanks, Jeff ___ 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
