Re: [rt-users] Move tickets to queue but don't allow ticket creation
On 12/02/17 07:57 AM, Keith Edmunds wrote: We have a "Triage" queue and a number of problem-type queues. Ideally, we'd like to allow tickets to only be created in the Triage queue and then be moved to the appropriate problem queue, but it appears that we need the "Create Ticket" permission on a queue to move tickets to it. Is there any way of achieving what we want? Thanks, Keith I'm assuming that you have specific people who process the triage queue. Put them in a Triage group. Give everyone the right to create tickets in Triage. Triage people have the right to create tickets in the problem queues. Requestors can SeeTicket, Reply, (SeeQueue?) and other standard stuff everywhere. This should funnel all the requests as long as you can make sure the Triage people follow the rules. :-) Jeff
Re: [rt-users] __active__ including stalled tickets?
On 05/01/17 11:12 AM, Matt Zagrabelny wrote: ...and I see that Shawn has answered, too. Here is what I had to say: "stalled" is an active status. I know the word feels "inactive", but according to the default lifecycle, it is active. https://github.com/bestpractical/rt/blob/stable/etc/RT_Config.pm.in#L3034 An active status is one where you expect it to change: new, open, stalled. An in-active status is one where you don't, i.e. a "final resting state": rejected, resolved, deleted. Jeff
Re: [rt-users] supplying database credentials to rt-fulltext-indexer
On 12/12/16 10:42 AM, Alex Hall wrote: Hi all, I think I can say definitely that this is a bug. I added the DB credentials to RT_SiteConfig.pm and, suddenly, the indexer started working perfectly. Yet RT itself pulls the exact same credentials from RT_SiteConfig.d/03-DBInfo.pm with no trouble. I have all my settings in multiple files under RT_SiteConfig.d, and they all work. It's just rt-fulltext-indexer that seems to have trouble accessing them. This explains a lot, and hopefully gets fixed in the next release. Thanks for everyone's suggestions and help. Permissions on RT_SiteConfig.d/03-DBInfo.pm are such that the user running rt-fulltext-indexer can read them? Alternately you're not running rt-fulltext-indexer from an earlier release (4.2.x) that didn't support RT_SiteConfig.d? Jeff - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Greetings from a New RT user in Toronto.
On 25/10/16 12:18 PM, Reza wrote: Greetings Jeff: Thank you for your reply. The use case for random IDs is quite simple. Ascending / serial number of IDs compromises confidentiality. End users would be able to guess how busy I could be with the amount of tickets answered. Its something I don't want to disclose. Almost ALL ticketing systems I have seen, have a random arbitrary numeric or alpha-numeric ID. Any other suggestions on how to approach not displaying an obvious number to end users? Thanks! Reza. The increasing ticket number is baked into the Ticket table definition: `id` int(11) NOT NULL AUTO_INCREMENT, There's probably bits of code that assume this works this way. Jeff - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Creating Tickets in RT with a redirected email
On 30/07/15 09:47 AM, Jeff Smith wrote: I did grep that config setting in RT_Config.pm and changed it to unprivileged with no result. It did not appear in RT_SiteConfig.pm at all. The proper way to do this is to copy the setting from RT_Config.pm to RT_SiteConfig.pm and change it there. That way you won't loose your changes when you upgrade to a newer RT and RT_Config.pm changes under your feet. RT_SiteConfig.pm logically overwrites RT_Config.pm as far as settings go and doesn't change during upgrades. Jeff
Re: [rt-users] Autocomplete vs. Drop-down for 'Owner'
On 04/06/15 03:20 PM, Jeff Blaine wrote: RT 4.2.11 I'm failing to find where in the code this 50 privileged users = use autocompleter logic is. Where can I override this so that the drop-down remains in place? I don't see that 50 token anywhere with a conditional around it. Our value for $AutocompleteOwners is the default, 0, meaning use the drop down until 50 exist We want our 51-60 users to have the drop down always. Someone point me in the right direction in the code, please? Elements/SelectOwnerDropdown around line 82.
Re: [rt-users] General reminder emails
On 08/04/15 08:59 AM, fleon wrote: Thank you, this seems to more or less do what i want. However, if i understand correctly, i must create a saved search for each one of my agents, since i don't see a way to create just one dashboard with opened or new tickets in a queue and the owner='myself' or something like that, so every user subscribed to that dashboard would get the email without needing to create one dashboard for each user. Also, when consulting the README, i saw that there is a tool to send email digests. I will also try that option Set the owner to '__CurrentUser__' in the search. Jeff
Re: [rt-users] Problem with attachments
On 02/06/2015 06:32 AM, Guadagnino Cristiano wrote: Both templates contain RT-Send-Attachment: yes as second row. Yesterday I did some more experiments, unfortunately without success. Cris On 04/02/2015 20:03, Alex Vandiver wrote: On Wed, 4 Feb 2015 18:26:36 + Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: Thank you Alex, so basically my test is correct and my problem is not solved. Back to the drawing board :-( Let's see if I can give some more detail, to help you in helping me :-) Those two mails are sent by different scrips. Check that the template for the latter scrip has RT-Send-Attachment: yes in the headers section. - Alex Magic headers need to be in the first paragraph. If the first line is blank remove it. Make sure there is a blank line after RT-Send-Attachment and before the main template.
Re: [rt-users] Errors on user logins --
On 12/10/2014 01:09 PM, Matt Wells wrote: I'm getting what seems to be a common error when users login. The page you requested could not be found This is only with non-root users. When the users login it redirects to https://rt.example.com/HASH(0x68193a8) If I remove the 'HASH(0x68193a8)' I get my dashboard. I've cleaned out the mason cache and walked through many of the existing 'how to' but to no avail. I've ensured that CPAN modules are all up to date. CentOS 6.6 RT 4.2.9 == /var/log/httpd/error_log == [30947] [Wed Dec 10 17:22:23 2014] [info]: RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( ldapserver_LDAP ): joe.bob (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:161) [30947] [Wed Dec 10 17:22:23 2014] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: example, EmailAddress: joe@example.com mailto:joe@example.com, Name: joe.bob, RealName: Joe Bob, WorkPhone: 7025551234 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:665) [30947] [Wed Dec 10 17:22:23 2014] [info]: Successful login for joe.bob from 10.10.10.10 (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:341) Thanks for any and all assistance. Which version of RT::Authen::ExternalAuth are you using? Hint 0.25 would be the recommended version. There was a fix for this somewhere between 0.17 and 0.21 if I remember correctly. Jeff
Re: [rt-users] RT4 and GIT; RT4 and Eclipse
On 08/14/2013 12:09 PM, Jok Thuau wrote: 1) Re: GIT - RT4 integration: ---Does anyone know of a way to tie a “commit” (in GIT) to a ticket in RT4, by putting an RT ticket # in the commit (and, ideally, back to the code)? Git has hooks where you can call specific scripts at different stages in the commit process. You should be able to use a post-commit hook to poke at RT and do what you need. 2) Does anyone know of a way to connect Eclipse and RT4 (mylin used to do this with an older version of RT)? Not familiar with either of those, so I can't be of much help here. University of Waterloo Waterloo, Ontario, Canada Go Warriors! Thanks, Jok RT::Integration::SVN is a start but has some significant limitations. I took a look at a year or so ago. Jeff
Re: [rt-users] CommandByMailGroup setting
On 05/09/2013 12:04 AM, Thomas Lau wrote: What if I need multiple groups? Define a new group consisting of all the constituent groups. Jeff -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Very high Apache CPU usage after upgrading to 4.0.0
On 05/09/2011 06:59 PM, Jonah Hirsch wrote: I did some more digging, and it turned out that it was mod_deflate that was causing the problem. Disabling it solved my speed woes, but it still raises the question, why is mod_deflate only slowing the system on RT and not any of the other sites hosted on this box? --- Jonah Hirsch Where is SetOutputFilter DEFLATE in your httpd config files? Is only enabled for the one site, or in the default configuration? Jeff
Re: [rt-users] Users randomly being logged in as other users
On 11/19/2010 05:50 AM, vmos wrote: Well we upgraded from debian sarge to debian lenny so that included an apache upgrade. I don't see mod_cache enabled on the new or the old server, do you think that would help? I thought I recalled issues with mod_cache in apache and mixed sessions. I don't recall if you mentioned any apache changes at the same time. Jeff From about this time last year: http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg23253.html jeff
Re: [rt-users] Users randomly being logged in as other users
On 11/18/2010 04:31 AM, vmos wrote: You're right, we went from 3.3 to 3.8.7. I think 2.4 was the nagios version I recently upgraded. There's no proxy. I wouldn't have thought that cookies were being passed about, the network is identical, it hasn't changed. All we've changed is the server and version. All this server does is RT Kevin Falcone-2 wrote: On Wed, Nov 17, 2010 at 06:07:22AM -0800, vmos wrote: Hello, we were running RT 2.4 and we decided to upgrade to 3.8. we built a new server and instead of running it in-house, we moved it into our data centre. There was no RT release labeled 2.4, and you should be more specific about which release of 3.8. 3.8 covers releases of RT over more than 2.5 years. You haven't really provided helpful details (such as authorization and webserver configurations) so any speculating is guesswork. Usually this involves a proxy server or incorrect caching. You really need to sort out if there are cookies being passed from user to user or something else going on. -kevin The we started getting a problem were you would click on a link in RT or refresh the page and suddenly you would be logged in as somebody else. I asked about this and was told that it was down to some sort of NAT issue between here and our DC as we all appeared to be coming from the same IP address. After trying and failing to get to the bottom of the NAT issue, we decided to move the server back in-house. It's now in the same rack, plugged in to the same switch as the old server (that NEVER had this issue) That was two days ago and now we see the problem is still happening. What's going on? -- View this message in context: http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30238345.html Sent from the Request Tracker - User mailing list archive at Nabble.com. I thought I recalled issues with mod_cache in apache and mixed sessions. I don't recall if you mentioned any apache changes at the same time. Jeff
Re: [rt-users] RT mobile interface
On 11/01/2010 11:45 AM, Jesse Vincent wrote: On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote: I installed the mobile plugin, and it seems to work pretty well for the most part. I noticed in our case the link to return to the normal interface doesn't work. Clicking it does nothing. Any ideas? If you try from a desktop browser does it work? We're seeing the same thing. When I do it from the desktop and fake up the UserAgent it works if I'm not logged in. If I'm logged it I get the same page back. Very strange, but I'm not finding any records in the apache log files - time to poke about. Jeff
Re: [rt-users] Overriding CSS in ticket display?
On 10/14/2010 11:49 AM, Gary Oberbrunner wrote:
On 10/14/2010 11:44 AM, Thomas Sibley wrote:
On 14 Oct 2010 11:33, Gary Oberbrunner wrote:
I have some tickets that have HTML (coming from email, which was pasted
from Word), so they have lots ofp class=MsoNormal.../p which RT
displays with a 1em margin, so they get really spaced out. I can easily
fix that in main.css or ticket.css like this:
p.MsoNormal {
margin: 0px 0px;
}
but how can I make that fix resist being overwritten by new versions of RT?
You're looking for callbacks. See
http://wiki.bestpractical.com/view/Customizing.
If you told us what version of RT you're running, someone could point
you to the right place to look.
Doh, sorry about that. 3.8.2 on Ubuntu 8.04. I didn't realize there
were callbacks for CSS -- how's that even work?!
Put your fix in
.../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End
Jeff
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Re: [rt-users] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm
On 09/15/2010 12:52 PM, Val Polyakov wrote: Hello, what are our options as far as securing RT_SiteConfig.pm goes? My company has pretty strict security requirements, and our security team will simply not allow us to store the ldap username/password in a plain text file on the RT server (and I can fully understand their concerns). What are some options here? Again, keeping in mind that the requirement is for the password (at least the password, that is) to NOT be plaintext in RT_SiteConfig.pm Solutions like well make the file only readable by root aren't going to be accepted (not by me, but by our security team). Needs to be a hashed password, may be, or something.. I don't know.. soliciting ideas. --Val How are you storing the database userid and password in that case? Jeff RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Multiple instances of RT web - 1 DB
On 09/13/2010 09:51 AM, Justin Hayes wrote: Is it ok to have multiple webservers running the front end for an RT instance all pointing at the same RT DB? I assume it should be but just want confirmation first. Thanks, Justin Works just fine. Makes an easy way to test changes and extensions that don't require DB changes. Jeff RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] 10 newest unowned tickets
On 07/21/2010 12:50 PM, Kenneth Crocker wrote: Mark, It's just my opinion, but I like that logic. If I don't want someone to see tickets in a certain Queue, why would I want them to see unowned tickets in that same Queue? I wouldn't want that to change. Kenn LBNL No, but you may still want to see 10 tickets. Investigate Set( $UseSQLForACLChecks, 1 ); in your RT_SiteConfig.pm. Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt 3.8.7 ... main page is blank
On 06/15/2010 02:22 PM, Azher Mughal wrote: Hi All, I tried the new version 3.8.8 and make testdeps was complaining about GNUPG, but its installed and i tried removing and installing again but no luck [r...@mgmt rt-3.8.8]# rpm -aq | grep GnuPG perl-GnuPG-Interface-0.42-1.el5.rf Interestingly then i updated the CPAN, reloaded it and now make testdeps has no GnuPG errors. However the current installation of 3.8.7 is still giving white page. Is there a way to increase the DEBUG level of RT to see whats going on in the logs ? I am now now trying to upgrade to 3.8.8. -Azher Have you upgraded perl recently? Perhaps something like Scalar::Utils has been badly updated. Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt 3.8.7 ... main page is blank
On 06/15/2010 04:38 PM, Azher Mughal wrote: I have these versions installed: Scalar::Util 1.23 1.23 G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz Scalar::Util::PP 1.23 1.23 G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz [r...@mgmt rt-3.8.8]# cpan -O Scalar::Util Unknown option: O CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Tue, 15 Jun 2010 11:27:00 GMT Scalar::Util is up to date. I tried CPANPLUS to uninstall the module, but #perl -MCPANPLUS -e shell CPAN Terminal u Scalar::Util --force --verbose [MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources [MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources [MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources Uninstalling 'Scalar::Util' [ERROR] Could not get 'files' for 'Scalar::Util': Error uninstalling 'Scalar::Util' Problem uninstalling one or more modules *** You can view the complete error buffer by pressing 'p'*** Then i manually installed module from CPAN website, and its the same version 1.23. However still the same problem. Scalar::Util 1.23 1.23 G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz Scalar::Util::PP 1.23 1.23 G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz Any hints ? Thanks -Azher The question isn't so much the version of Scalar::Utils as whether or not it was built with Weaken support. That should show up in the Apache logs as well. Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Does RT track logins using IP?
On 05/19/2010 12:21 PM, vmos wrote: I've asked about and there is no proxy server, there's a content filtering appliance but we don't go through that at all, that's another department. Jesse Vincent wrote: On Wed, May 19, 2010 at 07:32:21AM -0700, vmos wrote: There is a proxy in the building but we bypass that ourselves. We did have squid on the server that RT used to be on but we haven't used that in years I'd put (small amounts of) money on there being some sort of a proxy (or possibly an apache reverse-proxy configuration) which is serving out cached versions of pages with users' cookies. I recall this coming up on the mailing list a few months ago - it was an apache module, although the name escapes me at the moment. You'd have to search the archives. Jeff Voskamp Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Global Config for RT at a glance not taking effect
On 04/29/2010 02:43 PM, Max McGrath wrote: Thank you Kenn! But I think I just figured it out! Let me try to explain what was going on... I added the line below to my RT_SiteConfig. Set($HomepageComponents, [qw( QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Links)]); That then gave me the option to add Links (a file I created at $RTHOME/local/html/Elements/Links) to my RT at a glance. The Links element worked fine after that, but my QuickSearch element was now broken. So, while I was logged into the root account and my personal account, I made changes to RT at a glance at the user level for those accounts -- I didn't change it at the Global level yet -- basically I didn't know what I was doing!! Basically, what I'm seeing is, when you edit the RT at a glance at a user level -- that user has Opted Out of the global changes. Once you choose Reset to Default in RT at a glance at the user level (and log out and log in) you then take on the Global changes again! Make sense? I guess I can now go back to my original question and ask how to get helpful links available our HelpDesk users RT at a glance. As I mentioned, how I did was before was perfect(!) except for that it broke the QuickSearch element. Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu It's Quicksearch, not QuickSearch. Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail problem
On 04/22/2010 09:53 AM, Kevin Falcone wrote: On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote: 1) Email from any RT User creates a ticket in a queue, EVEN when the right CreateTicket has NOT been applied to that User/group/role/Sys group for that Queue. It still gets in and becomes a ticket. I checked the rights on this VERY thoroughly. You must have a misconfiguration, setting up a vanilla 3.8.7 with a user who has no CreateTicket rights anywhere and injecting mail from that user gets not ok - Ticket creation failed: No permission to create tickets in the queue 'General' as a result. This is because Auth::MailFrom will reject the user before CommandByMail gets to it 2) Email from NON-RT Users and NON-LDAP Users gets sent back to the from address in a never-ending loop. I know how to turn off the loop, by temporarily turning off TakeAction: from the Plugin and then bouncing RT. The two questions I have are: It isn't clear to me why notifying the From: in your environment causes a loop -kevin Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com What order are your MailPlugins in? Jeff Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Edit the login page
On 03/09/2010 01:32 PM, Kevin Falcone wrote: On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote: Hi All - Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the login page to be able to tell users to login with their Novell username and password. I also would like to put a link to the Novell password changer on the login screen. Does anybody know where in the file system the login page is? I can't seem to find it. I suggest running find /opt/rt3/ -name Login -kevin The login screen is generated via the autohandler so try -name autohandler. Jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-Send-CC - mail is lost
On 02/23/2010 04:35 PM, Kevin Falcone wrote: When 3.8.8 is released, RT will actually start telling you that you're doing something illegal (asking it to send mail to itself, setting up a potential loop) -kevin Any sort of a timeline on this? This month? next month? check your stocking at Xmas? Jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] PErl question for RT Status values
On 02/01/2010 02:45 PM, Ken Crocker wrote:
To list,
In the past (3.6.4) I was able to add a couple values for my @active
ticket statuses by modifying the RT_SiteCOnfig.pm values thus:
@ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled')
unless @ActiveStatus;
Now, with the more stringent syntax, I have this:
Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled')));
The problem is that the single quotes end up as part of the value. I
can't just remove them because I need to protect the integreity of two
values that include an embedded space ('pending QA' and 'QA approvd').
I'm only a perl newbie, so I'm not sure how to get around this problem.
Can anyone out there show me the correct syntax to add my two status
values and keep the integrity of the embedded space?
Thanks.
Kenn
LBNL
Try
Set( @ActiveStatus, ('new', 'open', 'pending QA', 'QA approvd', 'stalled'));
You can use quotes or qw, but not both.
Jeff
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Re: [rt-users] new status
On 10/26/2009 05:53 AM, Alexandre PIASER wrote: Hello, I added a new status validation_RS . I added this line in my RT_SiteConfig.pm : Set(@ActiveStatus, qw(new open validation_RS stalled)); It works : I see it on rt but I can't use it. When I try to change the ticket's status with this status, RT doesn't want : it tells me Bad value for status. Don't i forget to do something ? Thanks, It's too long - a status name is limited to 10 characters. Jeff Voskamp ___ 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] [Rt-announce] RT 3.8.5 Released
On 09/15/2009 11:28 AM, Kevin Falcone wrote: On Tue, Sep 15, 2009 at 02:03:56PM +0200, Sven Sternberger wrote: Hello! On Mo, 2009-09-14 at 15:27 -0400, Kevin Falcone wrote: This release of RT-3.8.5 contains an important security fix. so to patch RT-3.8.4 with the attached patches gives me a RT-3.8.5? There are no other features,fixes or cleanups in 3.8.5? 3.8.5 was branched from the 3.8.4 release in our repository and includes none of the changes on 3.8-trunk other than the bug fix and a version number bump. -kevin Then you should rename ticket #13574 in rt3.fsck.com. :-) 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] RT privileged user cannot see 'Preferences'
On 08/11/2009 09:26 AM, testw...@gmail.com wrote: RT experts: We created a priviliged user so he can view tickets created by him and gave him access to one of the queues. When we login as him, we cannot see 'Preferences' tab on the right hand side of the screen. We wouuld like him to be able to change his password. What rights should be given for this? Thanks, rq ModifySelf. 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] problem creating a user
On 08/05/2009 02:47 PM, Christopher M. Hobbs wrote: When I try to create a user, I have been getting the following error: * User could not be created: Email address in use The user has created tickets via email before. Is that address in a database somewhere, perhaps? The user isn't listed in the Users section of the configuration screen. Thanks! If they've created tickets by email they're probably an unprivileged user. Configuration-Users only lists privileged users. Do a search (at the bottom of the page) for the email address. You can then edit the user definition. Jeff Voskamp ___ 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] Unable to assign an e-mail address, already in use
On 05/29/2009 01:16 PM, Richard Knowles wrote: Hello, I am running 3.8.1 and early on during testing tickets were created with an e-mail address in the CC: field to a person not yet an RT-user. Later when trying to add that person as a user (Configuration-Users-Create) the create user will fail with the message: User xyz: Email address in use I don't know where to look to fix this. Richard Knowles Senior Network Support Engineer Adax, Inc. 614 Bancroft Way Berkeley, CA 94710 Tel: 1-(510)-548-7047 ext. 148 Fax: 1-(510)-548-5526 http://www.adax.com Lookup the user by email and edit them. They were probably autocreated as unprivileged when first mentioned. 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] replying to resolved notification re-opens ticket
GravyFace wrote: When a ticket is resolved, RT sends out a system notification, According to our records, your request has been resolved.. Being polite, our customers usually reply to our resolution emails with a thank you -- I could tell them not to, I guess, but am wondering what others in the RT community do. Not a deal-breaker, but I could see this getting annoying for us. The easiest thing to do is tweak the template do add Please don't reply to this message. 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] where oh where is the Preferences link?
Jo Rhett wrote: On Feb 6, 2009, at 10:29 AM, Jesse Vincent wrote: Preferences - Settings - Email Delivery Okay, color me stupid but I can't figure out why nobody but superusers can see Preferences. Searching on the wiki has no links, and there are no rights which clearly specify who can see the Preferences link. You need to have ModifySelf permissions to see the Preferences tab. 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] Add search to RT System's saved searches
Ben Goodwin wrote: Mathew, I was searching for an answer to this and ran across this post. I thought I'd chime in and say, me too! with a couple more details. I'm running a new install of 3.8.1. http://3.8.1. I created a saved search and saved it to the RT System's searches and expected to be able to see it on all other accounts. I can't even find load is as a previously-saved search. It also doesn't show up under Global/Rt at a glance as an option. Have you had any further insights into the problem? Regards, -=| Ben What are people's permissions with regard to CreateSavedSearch, EditSavedSearches, LoadSavedSearch, and ShowSavedSearches? You can probably find them under Configuration-Global-GroupRights or use the RightsMatrix extension. Joe Average needs at least ShowSavedSearches and LoadSavedSearch to be able to use the RT System's searches. 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
[rt-users] rt 3.8.0 web2 CSS wierdness.
There's some nice new options for Search/Build.html (such as all the
Queue* stuff, but the label field is a bit narrow.
Attached is a patch that allows me to see the tail end of such options
as QueueAdminCC EmailAddress rather than just a list of QueueAdminC.
Jeff Voskamp
*** ticket-search.css 2008-07-15 14:33:34.0 -0400
--- /usr/local/rt/html/NoAuth/css/web2/ticket-search.css2008-07-16
17:30:22.0 -0400
***
*** 60,70
#comp-Search-Build #pick-criteria td.label {
font: message-box;
padding-right: 0.5em;
! width: 11em;
}
#comp-Search-Build #pick-criteria td.label * {
! width: 8.5em;
}
#comp-Search-Build #pick-criteria td.label select {
--- 60,70
#comp-Search-Build #pick-criteria td.label {
font: message-box;
padding-right: 0.5em;
! width: 18em;
}
#comp-Search-Build #pick-criteria td.label * {
! width: 15.5em;
}
#comp-Search-Build #pick-criteria td.label select {
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Re: [rt-users] rt 3.8.0 web2 CSS wierdness.
Jesse Vincent wrote: On Jul 16, 2008, at 5:36 PM, Jeff Voskamp wrote: There's some nice new options for Search/Build.html (such as all the Queue* stuff, but the label field is a bit narrow. Attached is a patch that allows me to see the tail end of such options as QueueAdminCC EmailAddress rather than just a list of QueueAdminC. So, the problem with making things that wide in the default view is that on many browsers and screens, the query view gets cut off:/ Then the contents of the fields need to be shorter, or ragged left, or something. the 3.4 and 3.5 skins don't specify a width so things are still getting pushed around. 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
Re: [rt-users] A brief preview of what RT 3.8 is going to look like
Jesse Vincent wrote: On Apr 1, 2008, at 1:51 PM, Kenneth Crocker wrote: Jesse, Other than the ability to change the look, what are some of the other enhancements and features of 3.8.0? For now, you can grab a recent 3.7.x and play around. When we're closer to a release, we'll be writing up a comprehensive list of cool new stuff. I really like the bookmark window and additional personal preferences. 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
Re: [rt-users] User based timestamps
Martin Lee wrote: Dear all, Is there any way to have time stamps based on the individual user, rather than on the localtime that the server is using? It does get more than a little tiring brain-juggling timezones, especially for those as dim-witted as I. If not, is there a feature request address? Thank you Martin Lee There's a Timezone entry in User Preferences in the 3.8 beta (alpha?), so one is coming. Jeff Voskamp ___ 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] default screen configuration on 3.6.6
Kenneth Crocker wrote:
Phil,
Actually, the 3.6.1 DB upgrade only inserts a couple queries as
options; the Unowned query and the My own tickets query. There are no
DB Schema changes, per se. Hope this helps.
Kenn
LBNL
Installs two Searches and HomepageSettings:
{ Name = 'HomepageSettings',
Description = 'HomepageSettings',
Content =
{ 'body' =
[ { type = 'system', name = 'My Tickets' },
{ type = 'system', name = 'Unowned Tickets' },
{ type = 'component', name = 'QuickCreate'},
],
'summary' =
[
{ type = 'component', name = 'MyReminders' },
{ type = 'component', name = 'Quicksearch' },
{ type = 'component', name = 'RefreshHomepage' },
]
},
Without that you don't have a default screen layout for the main page.
The important command to run is:
rt-setup-database --dba root --dba-password IamRoot --action insert
--datadir etc/upgrade/$VERSION
Jeff
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Re: [rt-users] RT 3.6.4 poor query performance
Ruslan Zakirov wrote: Jeff, always Cc the list. Version of your mysql server? As far as I can see you suffer from mysql bug, output from your server is equal in both cases what is really wrong and mysql must use new index in those test queries I sent to the list. There are several options: 1) Delete any indexes on CachedGroupMembers table which starts from MemberId column, but that will slowdown other queries and may be terribly, depends on proprotions of your DB. 2) Upgrade to mysql 5.0.45 or greater and create index I suggested in this thread earlier. 3) I have another idea how we can improve that in the code, but that needs more investigation with a lot of users' feedback and a lot of mine and users' time. As long as MySQL 4.x has ended its life time and 5.0.x is stable version then I think it's fair enough to recommend recent versions instead of continuose refactoring of the code to make all those broken mysqls happy. I'll try to remember to reply all from here on in. We're on Mysql-5.0.22 as packaged by RedHat for Enterprise Linux 5.1. Dropping indexes for now. Can re-instate later. Then I can also drop my coding hacks. Will look into getting a shiny new MySQL. jeff Voskamp ___ 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] Anyone using RT with SQLite?
Jesse Vincent wrote: On Sun, Feb 10, 2008 at 06:34:31PM -0500, Joe Casadonte wrote: I'd like to set up a small system at home, 2 user total, almost never more than one in at a time, very low ticket volume, as can be imagined. My main concern is memory; my home server doesn't have a lot of it. We mostly only use SQLite for testing. Keep frequent backps and tell us if something looks funny ;) My RT at home was originally running on a dual PIII-500 system with 768M of RAM. Did RT, general web services, email, a small news feed and all the other non-workstation jobs. Ran fast enough for what I needed. 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
Re: [rt-users] Reminders?
Gary Oberbrunner wrote:
Hi folks, I'm wondering how Reminders are intended to be used. I set a
couple, one soon and one far in the future. I didn't get any email or
notifications for the soon one when it expired; am I supposed to?
And for the future ones, I'd expect RT to only show my upcoming reminders,
not the long future ones. Is that possible?
Also they don't expire when they are in the past; is that intentional? I
guess I just don't know the best practical way to use them :-) so any advice
is appreciated.
thanks,
How does the following attachement work for you?
Tuck it in /local/.../html/Elements/, copy the line for
HomePageComponents from RT_Config.pm to RT_Site_Config.pm and add
TwoWeekReminders to the definition.
Restart Apache and Customize RT at a Glance.
Jeff Voskamp
|/Widgets/TitleBox,
title = loc(Reminders due in 2 weeks)
table width=100%
% my $i =0;
% while (my $reminder = $reminders-Next) {
% $i++;
% if ($reminder-RefersTo-First) {
% my $ticket= $reminder-RefersTo-First-TargetObj;
tr class=%$i%2 ? 'evenline' : 'oddline'%tda
href=%$RT::WebPath%/Ticket/Display.html?id=%$ticket-id%%$reminder-Subject%/abr
/
blockquote
#%$ticket-id%: %$ticket-Subject%br /
%$reminder-OwnerObj-Name % %$reminder-DueObj-Unix 0 ? 'bull;
'.$reminder-DueObj-AgeAsString : '' |n %
/blockquote
/td
/tr
% }}
/table
/
%init
my $reminders = RT::Tickets-new($session{'CurrentUser'});
$reminders-FromSQL('(Owner = Nobody OR Owner =
'.$session{'CurrentUser'}-Name.')' .
' AND Type = reminder AND (Status = new OR Status = open) AND Due
1970-01-01 and Due 2 weeks');
$reminders-OrderBy(FIELD = 'Due', ORDER = 'ASC');
/%init
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Re: [rt-users] Users seem to be created automagically
[EMAIL PROTECTED] wrote: Stefan, in a nutshell, this is the default behavior of RT. Users get created when added as CC to a ticket, or when some 'outside' user creates a ticket via email. But those users are disabled by default - they don't have permissions. The reason you don't see those users in the drop-down list is because you need to select 'include disabled users in search' at the bottom of the screen. I don't think you can delete those users other than removing them manually from the DB - but I don't think that would be a good idea. There is no reason to delete them in the first place. James Moseley Hi, I have some users in our RT 3.6.3 which seem to be created automagically by having someone placing their email-address into some fields (I think some users have CC'ed them like in their email-system) However, they do not appear in most drop-down lists, where I can choose users, only in some. But how can I get rid of them, they do not show up in the users list, and how can I change this behaviour? Is it enough to clean them out of the Users-table in the database? And is there a configuration parameter to stop them from appearing? Regards, Stefan There are basically 3 states for users: - Disabled - Casual/SelfServe - Can own tickets. Autocreated users are Casual and have no rights. Configuration/Users lists people who can own tickets. The search function will find Casual users as well (unless you click on include disabled users Odds are that what you want to do is search for the email address, update the user and make sure to click on the Let this user be granted rights button under the Access Control section. Then you can add them to groups and allow them access to queues now that they are Real people. No mucking with the database is necessary. Jeff Voskamp ___ 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] Adding an image, tables cut off
Brandi L wrote: Hi everyone! I have two issues here that I'm trying to solve. ... My other problem is the fact that in Internet Explorer (but not in Firefox) the right side of my tables is getting cut off when using the 3.4-compat stylesheets (see screen print link below). Has anyone else seen this problem? Screen print of cut off tables http://foxweb.marist.edu/users/kbr4b/screenPrint.png Does anyone have any suggestions? Help is, as always, greatly appreciated. Thanks! Regards, Brandi L Using IE7? I suspect that it's CSS intended for IE5.X that's messing things up. I have to straighten this up before we can go to 3.6 here. happens with the 3.5-default skin as well, but you also get messed-up hide buttons on each section. Jeff Voskamp ___ 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 4
If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Since time is money it would be nice if the Time(Estimated,Left,Worked) functionality could be factored out so the equivalent money items could be tracked. Jeff Voskamp ___ 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] Depended on by vs. Parent
Stephen Turner wrote: At Tuesday 4/3/2007 03:08 PM, Jason Long wrote: Flynn, Timothy J wrote: What is the difference between depended on by vs. parent? Thanks, -Tim I'm sure this is open to interpretation... To me, depends / depended on by indicate separate tasks that must be performed in sequence. I.e. I have to finish the one task before the other task can _start_. And parent / child indicate composition of tasks. I.e. the child task is part of the parent. I say I have to finish the one task before the other task can _finish_. My 2cents. Jason I believe RT enforces the depends on relationship - you can't resolve a ticket until its dependent ticks are resolved. I don't think there's any such enforcement for parent/child relationships. At least I think that's the right way round. Steve Children can outlive their parents, but you can't finish something before you finish the things it depends on. 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
Re: [rt-users] Phantom Reminder
John Arends wrote: I poked around in the database a bit, especially in the Tickets table, but couldn't find anything related to reminders. Do you know where I should be looking? Michael Finn wrote: When I've come across an undeletable reminder, it has always been the case that the associated ticket was moved to a different queue *after* the reminder was created. Thus the reminder (which is stored in the same Tickets table in the DB) now has a different queue number than its associated ticket. Changing the queue on the reminder (using SQL) so that it matches the queue on the ticket should clear up your problem, if this is what has happened to you as well. Cheers, Mike -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Arends Sent: Tuesday, March 20, 2007 11:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Phantom Reminder I have a reminder that is owned by 'Nobody' that shows up on the front page when I am logged into the system as root. Clicking on the reminder link takes me into the ticket under which the reminder was created. However, when I am in that ticket, no reminders are shown. The ticket has been resolved, but I tried setting the status back to open just for fun. When logged in as my normal user, I can't see the reminder, but when I log in with 2 different accounts that are superusers, I can see the reminder on RT at a glance. How do I make this thing go away? I suspect the problem is the Queue bit of the SQL query in lib/RT/Reminders.pm in Collection (line 88 in 3.6.HEAD). I'm running without it here and things are better. Still problems closing a reminder if you don't have proper perms on the original queue. Jeff Voskamp ___ 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] PNG JPG LOGO
David Smithson wrote: Yes. Other (smaller) PNG images work. Not sure what the upper limit is, but I reduce the size of the image down to 3k, it works. The autohandler copies the selected file over after setting the content_type. The codes does local $/ = \16384; $m-out($_) while ($fh); shouldn't that be local $/ = undef; $m-out($_) while ($fh); ? Jeff Voskamp ___ 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
