[rt-users] Using RT for tickets opened by phone - RT 4.0.8
Hello, What is the process that people are using to add new users to the RT system when taking a phone call? For example you receive a call from a person who is not currently in the RT users list. Would your helpdesk agent then go to Tools - Configuration - Users - Create and create a new user profile, and then go back and create a new ticket for that user? Or, would you simply configure the system to create a profile when entering a new email address in a ticket and go back and update information after taking the call? The process seems a bit disconnected, which seems most likely due to RT's email based origin. It would be great if there was a way to create a user profile from the ticket screen. I am just wondering how people are handling this when taking a call. Thanks! Jim
Re: [rt-users] rt-4.0.8 - Custom Field Values Sources will not change once selected
Thanks - That looks like the issue I am seeing too. On Thu, Jan 17, 2013 at 5:45 PM, Kevin Falcone falc...@bestpractical.comwrote: On Thu, Jan 17, 2013 at 05:11:14PM -0500, Jim Lesinski wrote: I made a custom field values source to look up data directly from the database. My code is working well, however, once I select my custom code in the custom field settings under Field values source: and save my selection, I can then no longer edit the drop down value to select Provide a list of values below again. It seems that when clicking Save Changes, it simply doesn't save the changes to the Field values source field. I looked at the customfields table in the database, and sure enough even after changing the settings the valuesclass field still contained RT::CustomFieldValues::Groups. I removed this value directly from the DB and the field then reverted back to Provide a list of values below. Can anyone else confirm this issue? If so I can open a bug. As far as I know, this is a known bug. The proposed patch has some flaws though. http://issues.bestpractical.com/Ticket/Display.html?id=18274 -kevin
[rt-users] RT-4.0.8 Basics and Details menu - css issue?
Does anyone else have an issue with the menu shifting for Basics and Details in Chrome? It seems to work fine in IE9. [image: Inline image 1] There's also issues with the menu on display.html. It seems like the first item gets pushed down a row. [image: Inline image 2] Thanks, Jim image.pngimage.png We're hiring! http://bestpractical.com/jobs
Re: [rt-users] RT-4.0.8 Basics and Details menu - css issue?
Hmm... When I went to check the version, it updated automatically to Version 23.0.1271.64 m, and now the menu works properly. I was under the impression that Chrome updated automatically in the background so it was always up to date. (I feel silly) So I guess that is solved. Thanks, Jim On Wed, Nov 7, 2012 at 4:35 PM, Thomas Sibley t...@bestpractical.com wrote: On 11/07/2012 01:20 PM, Jim Lesinski wrote: Does anyone else have an issue with the menu shifting for Basics and Details in Chrome? There's also issues with the menu on display.html. It seems like the first item gets pushed down a row. I've noticed this recently in development, but it doesn't happen consistently and I haven't tracked down what causes it. It could be either an RT change or a Chrome update which changes rendering. What exact version of Chrome are you seeing this in? I'm using 22.0.1229.94. We're hiring! http://bestpractical.com/jobs We're hiring! http://bestpractical.com/jobs
Re: [rt-users] bulk ticket creation with support for child tickets
Darin, Check out this scrip: http://requesttracker.wikia.com/wiki/DivideTicketIntoSubtasks This scrip action creates tickets for each list item for each task the main ticket DependsOnhttp://requesttracker.wikia.com/wiki/DependsOn?action=editredlink=1. It handles lists with dash or asterisk bullets: Coupling this scrip with the JS Gantt extension should give you a decent foundation to create a project via email. It won't handle dates or assignees but you could do that after the initial outline is created. Jim On Mon, Oct 22, 2012 at 4:40 PM, Darin Perusich da...@darins.net wrote: Hello All, Is there anyway to create a large number of tickets with the ability to set a parent/children relationships? I use RT a lot as a project management tool with one top-level ticket with lots of child tickets, and children of children and having a way to create these tickets quickly would be ideal. One thought I have would be an ajax page which interfaces with the REST interface for ticket creation. Has anyone given this any thought or possible even have code they'd be willing to share? thanks! -- Later, Darin Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] QuickUpdate shows all status values for all lifecycles - rt 4.0.7
Hello, Is there some way to make the quick update plugin only show the correct status values for the current queue's lifecycle? Currently the Quick Update plugin shows all status values from all lifecycles. Thanks, Jim Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] RT development environment set up
As I am currently looking at making some customizations to the create and update pages, I am wondering if someone can provide input about the set up of an RT dev environment? I have a complete system I can do the work on and I am wondering what IDE would be recommended and any other advice people have. I have been reading up on customizations and had made most if my changes win either KWRite or vi/nano up to this point. Thanks, Jim Lesinski
Re: [rt-users] Callback to redirect page in Create.html
I had thought about doing that but it seemed like there would be some way
to access the queue from the ARGSRef. It's good to know that is an option.
How are you handling custom field layout in your CreateNew.html then?
Ideally I would like to modify the layout of some custom fields or maybe
put them into their own section. It looks like the fields are all rendered
in /Ticket/Elements/EditCustomFields.
What is the best practice there?
Thanks,
Jim
On Tue, Jun 12, 2012 at 3:29 AM, Renney, Paul paul.ren...@logica.comwrote:
Jim,
I did it the following way in RT 4.0.5:
Copied share/html/Ticket/Create.html into the local/html/Ticket directory,
changed the Init callback line in Create.html to make:
$m-callback( CallbackName = Init, ARGSRef = \%ARGS, QueueObj =
QueueObj );
Copied original Create.html into local directory and renamed original
Create.html to another name (CreateNew.html).
In the callback you described
(local/html/Callbacks/MYNAME/Ticket/Create.html/Init) I have:
%init
if ($Queueobj-Name eq 'Custom Queue Name'){
$m-redirect($RT::WebURL.Ticket/CreateNew.html?Queue=.$QueueObj-id);
}
/%init
%ARGS
$QueueObj = undef
/%ARGS
The WebURL part is probably not needed, and I'm not sure what the ARGS
section does, but I don't want to change it now as it works. Apologies if
there are any typos, I'm copying it across manually from another terminal.
Regards,
Paul
--
*From:* rt-users-boun...@lists.bestpractical.com [
rt-users-boun...@lists.bestpractical.com] on behalf of Jim Lesinski [
jim.lesin...@gmail.com]
*Sent:* 11 June 2012 23:39
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Callback to redirect page in Create.html
Hello,
Can anyone offer any insight about creating a Callback in Create.html to
redirect to a custom create page an a per queue basis? I believe I have the
correct callback in:
/opt/rt4/local/html/Callbacks/MYNAME/Ticket/Create.html/Init
and I am able to perform the redirect, but can't seem to get the queue
name properly to test the queue name. I am thinking it would be something
like
%init
%if ($Queueobj-Name eq 'Whatever'){
$m-redirect('/Tickets/custom.html');
}
/%init
the redirect portion works fine, I just don't know how to get the queue
name. If anyone wants to offer up an end to end solution including an
example custom page that would be even better!
Thanks,
Jim
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Re: [rt-users] Callback to redirect page in Create.html
I see the line:
my $Queue = $ARGS{Queue};
but honestly I can't seem to figure out how to get it to work in the Init
file. Could you show a simple example of it's use?
On Tue, Jun 12, 2012 at 11:36 AM, Thomas Sibley t...@bestpractical.comwrote:
On 06/12/2012 11:27 AM, Jim Lesinski wrote:
I had thought about doing that but it seemed like there would be some
way to access the queue from the ARGSRef. It's good to know that is an
option.
Of course you can access the queue via the values in $ARGSRef. Look at
how the Ticket/Create.html page does it right below the Init callback line.
Re: [rt-users] Callback to redirect page in Create.html
And here is what I ended up figuring out... Maybe that will even help you
Paul so you don't have to have a local Create.html
%init
my $ARGSRef = $ARGS{'ARGSRef'};
my $QueueObj = new RT::Queue($session{'CurrentUser'});
$QueueObj-Load($ARGSRef-{'Queue'});
if($QueueObj-Name eq 'WhateverQueue')
{
$m-redirect('/Tickets/MyCustomPage.html');
}
/%init
%ARGS
/%ARGS
On Tue, Jun 12, 2012 at 2:07 PM, Jim Lesinski jim.lesin...@gmail.comwrote:
I see the line:
my $Queue = $ARGS{Queue};
but honestly I can't seem to figure out how to get it to work in the Init
file. Could you show a simple example of it's use?
On Tue, Jun 12, 2012 at 11:36 AM, Thomas Sibley t...@bestpractical.comwrote:
On 06/12/2012 11:27 AM, Jim Lesinski wrote:
I had thought about doing that but it seemed like there would be some
way to access the queue from the ARGSRef. It's good to know that is an
option.
Of course you can access the queue via the values in $ARGSRef. Look at
how the Ticket/Create.html page does it right below the Init callback
line.
[rt-users] Callback to redirect page in Create.html
Hello,
Can anyone offer any insight about creating a Callback in Create.html to
redirect to a custom create page an a per queue basis? I believe I have the
correct callback in:
/opt/rt4/local/html/Callbacks/MYNAME/Ticket/Create.html/Init
and I am able to perform the redirect, but can't seem to get the queue name
properly to test the queue name. I am thinking it would be something like
%init
%if ($Queueobj-Name eq 'Whatever'){
$m-redirect('/Tickets/custom.html');
}
/%init
the redirect portion works fine, I just don't know how to get the queue
name. If anyone wants to offer up an end to end solution including an
example custom page that would be even better!
Thanks,
Jim
Re: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user
I copied over the changed files from the branch you suggested into /local/lib/RT/CustomField.pm /local/lib/RT/Interface/Web.pm /local/lib/RT/Transaction.pm Then I cleared the mason cache and restarted apache. I ended up with this error. *error:* Undefined subroutine HTML::Mason::Commands::MaybeRedirectToApproval called at /opt/rt4/share/html/Ticket/autohandler line 14. *context:* *...* *10:* |(?!\.html))*11:* $*12:* }ix;*13:* *14:* MaybeRedirectToApproval(*15:* Whitelist = $whitelist,*16:* ARGSRef = \%ARGS,*17:* );*18:* *...* *code stack:* /opt/rt4/share/html/Ticket/autohandler:14 /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538 /opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285 /opt/rt4/share/html/autohandler:53 Have I done something wrong? Must I overwrite these files instead of adding to the local directory? I did move the files manually into my local copy of 4.0.5 but I thought that would work. Thanks for the help. I am thinking a work around would be to just assign permissions to the field. Maybe I should just wait for 4.0.6. Jim On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov r...@bestpractical.comwrote: Hi, You need fixes from 4.0/context-on-custom-fields branch. On Tue, Feb 28, 2012 at 20:32, Jim Lesinski jim.lesin...@gmail.com wrote: I turned on debug (*new to me) and it looks like this is the relevant error in the logs: Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no SeeCustomField right on CF #13 If I assign SeeCustomField directly to the custom field (#13) for RTUser, then the autocomplete value works. Maybe I am missing something here with permissions... Should I be assigning group or specific user permissions on a field by field basis? Up until now I had only put users in groups and assigned group permissions to queues. I do have a couple nested groups as well, but no permissions explicitly defined on a per field basis. It seems like it should be working though since it does work for other field types, just not autocomplete. On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov r...@bestpractical.com wrote: Hi, Anything in debug logs when this doesn't work? On Tue, Feb 28, 2012 at 19:38, Jim Lesinski jim.lesin...@gmail.com wrote: The user (RTuser) is Privileged. Here is an outline of the permissions assigned to RTUser: RTUser is a member of a GroupA that has OwnTicket, StealTicket and TakeTicket rights on the queue1. GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket permissions on queue1. To test permissions, I just now assigned every single permission to RTUser on the General Rights, Rights for Staff, and Rights for Administrators tabs to RTUser for queue1 and still the autocomplete values do not populate. If I go to Tools - Configuration - Global - User Rights and add RTUser and then check in Do anything and everything, the autocomplete values work for groups.pm. On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley t...@bestpractical.com wrote: On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: I have set up a custom data source for a custom field as outlined in external_custom_fields.pod. It seems that everything works fine and I get pick list data populated into the custom field for all field types when logged in as an account with root privileges. However, if I switch to an account that has non-root privileges, all the fields types work as expected other than the autocomplete field type. For some reason this field type returns no data when I am logged in as a non-root user account. [snip] Has anyone else run into this? Can someone else verify this in their environment? http://issues.bestpractical.com/Ticket/Display.html?id=16946 To clarify, that bug applies to Self Service (unprivileged) users only. It's not clear if your non-root user accounts that you tested with are privileged or unprivileged. If they are privileged, autocomplete CFs should work just fine. Thomas RT Training Sessions ( http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html ) * Boston — March 5 6, 2012 -- Best regards, Ruslan. -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user
The user (RTuser) is Privileged. Here is an outline of the permissions assigned to RTUser: RTUser is a member of a GroupA that has OwnTicket, StealTicket and TakeTicket rights on the queue1. GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket permissions on queue1. To test permissions, I just now assigned every single permission to RTUser on the General Rights, Rights for Staff, and Rights for Administrators tabs to RTUser for queue1 and still the autocomplete values do not populate. If I go to Tools - Configuration - Global - User Rights and add RTUser and then check in Do anything and everything, the autocomplete values work for groups.pm. On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley t...@bestpractical.comwrote: On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: I have set up a custom data source for a custom field as outlined in external_custom_fields.pod. It seems that everything works fine and I get pick list data populated into the custom field for all field types when logged in as an account with root privileges. However, if I switch to an account that has non-root privileges, all the fields types work as expected other than the autocomplete field type. For some reason this field type returns no data when I am logged in as a non-root user account. [snip] Has anyone else run into this? Can someone else verify this in their environment? http://issues.bestpractical.com/Ticket/Display.html?id=16946 To clarify, that bug applies to Self Service (unprivileged) users only. It's not clear if your non-root user accounts that you tested with are privileged or unprivileged. If they are privileged, autocomplete CFs should work just fine. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user
I turned on debug (*new to me) and it looks like this is the relevant error in the logs: Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no SeeCustomField right on CF #13 If I assign SeeCustomField directly to the custom field (#13) for RTUser, then the autocomplete value works. Maybe I am missing something here with permissions... Should I be assigning group or specific user permissions on a field by field basis? Up until now I had only put users in groups and assigned group permissions to queues. I do have a couple nested groups as well, but no permissions explicitly defined on a per field basis. It seems like it should be working though since it does work for other field types, just not autocomplete. On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov r...@bestpractical.comwrote: Hi, Anything in debug logs when this doesn't work? On Tue, Feb 28, 2012 at 19:38, Jim Lesinski jim.lesin...@gmail.com wrote: The user (RTuser) is Privileged. Here is an outline of the permissions assigned to RTUser: RTUser is a member of a GroupA that has OwnTicket, StealTicket and TakeTicket rights on the queue1. GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket, ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket permissions on queue1. To test permissions, I just now assigned every single permission to RTUser on the General Rights, Rights for Staff, and Rights for Administrators tabs to RTUser for queue1 and still the autocomplete values do not populate. If I go to Tools - Configuration - Global - User Rights and add RTUser and then check in Do anything and everything, the autocomplete values work for groups.pm. On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley t...@bestpractical.com wrote: On 02/28/2012 09:17 AM, Ruslan Zakirov wrote: I have set up a custom data source for a custom field as outlined in external_custom_fields.pod. It seems that everything works fine and I get pick list data populated into the custom field for all field types when logged in as an account with root privileges. However, if I switch to an account that has non-root privileges, all the fields types work as expected other than the autocomplete field type. For some reason this field type returns no data when I am logged in as a non-root user account. [snip] Has anyone else run into this? Can someone else verify this in their environment? http://issues.bestpractical.com/Ticket/Display.html?id=16946 To clarify, that bug applies to Self Service (unprivileged) users only. It's not clear if your non-root user accounts that you tested with are privileged or unprivileged. If they are privileged, autocomplete CFs should work just fine. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user
Hello, Running RT4.0.5, Internet explorer 9, Chrome, Firefox I have set up a custom data source for a custom field as outlined in external_custom_fields.pod. It seems that everything works fine and I get pick list data populated into the custom field for all field types when logged in as an account with root privileges. However, if I switch to an account that has non-root privileges, all the fields types work as expected other than the autocomplete field type. For some reason this field type returns no data when I am logged in as a non-root user account. I have tested this with the default example external custom field file Groups.pm by adding the line below to my RT_SiteConfig.pm Set(@CustomFieldValuesSources, RT::CustomFieldValues::Groups); I then set up a test field as outlined in the attached screen shots and tried is as both a root and non-root account. I know the obvious answer would be that I have permissions set up incorrectly for the non-root account, but if that is true then why would simply changing the field type make it work correctly and allow the values to show up? Has anyone else run into this? Can someone else verify this in their environment? Thanks! Jim attachment: 200_WORKS.jpgattachment: 200_NOWORKY.jpg RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?
Hi Joe, that's good information but I am looking to be able to use the web
service to populate the autocomplete values for one specific RT CustomField
within RT. When you are setting up a custom field the screen even says that you
can use a web service to populate the field's values, but I am not sure how to
do that and I cannot find documentation.
Thanks,
Jim Lesinski
On Feb 6, 2012, at 7:19 AM, Joe Harris drey...@gmail.com wrote:
I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
web service.
I created a PHP web form to try and drive requestors to put in the
proper information. What I provided was a drop down box to show
custom fields pulled from the RT database and then build a email to be
sent to the queue the user chose.
Is there any documentation about using a webservice or does someone have an
example of its use? Or if someone has details about doing something like I
described above using another method I'd love to hear about that too.
The following is the PHP code I used to pull the info (billing codes)
from the customfieldvalues table where the ID of the custom field I am
using is 1. Since this is a field that has a parent/child
relationship, this creates an option group heading with the selectable
fields in the drop down box under each option group. If you have just
one field and no relationships, it is much more simple. This requires
a database connection string which is in a file outside of my web
directory. I know this may not be exactly what you are looking for,
but the main part you are asking about I believe the part you are
looking for specifically is down at the end of building the message
where the custom fields are pushed into the email with commandbymail.
Note, I found out the custom fields could NOT have any spaces in them
for commandbymail to function. I hope this helps and is not too
confusing. I am quite sure some of this could be done more
efficiently. I am not a developer. I have a good understanding of
php, but not always the most efficient way.
---connection_file---
?php
$host = database_server;
$user = postgres;
$pass = dbpassword;
$db = rtdb;
$conn_rtdb = pg_connect(host=$host dbname=$db user=$user
password=$pass) or die(Couldn't Connect to $db.pg_last_error());
?
---connection_file---
---ticket_form---
?php
//set page action based on how the user gets to the page (sendMail or
showForm)
$action = $_REQUEST['action'];
global $action;
---form_code---
function showForm() {
include('/path/to/connection_file');
$getclientproject = pg_query($conn_rtdb, select name from
customfieldvalues where customfield=1 order by name)or die(Get
ClientProject . pg_last_error());
$fields=pg_num_fields($getclientproject);
echo trtdTask Code/tdtdselect name=\taskcode\;
echo option value=\\ selectedSelect.../option;
for ($i=0; $i pg_num_fields($getclientproject); $i++)
while ($row = pg_fetch_row($getclientproject)) {
for ($f=0; $f $fields; $f++) {
echo optgroup label=\$row[$f]\$row[$f];
$gettaskcodes = pg_query($conn_rtdb, select c.name from
customfieldvalues a,attributes b,customfieldvalues c where
a.name=b.content and b.objectid=c.id and b.content='$row[$f]' order by
c.name,c.sortorder)or die(Get Codes .pg_last_error());
$fields=pg_num_fields($gettaskcodes);
for ($i=0; $i pg_num_fields($gettaskcodes); $i++)
while ($row = pg_fetch_row($gettaskcodes)) {
for ($f=0; $f $fields; $f++) {
echo option value=\$row[$f]\$row[$f];
echo /option;
}}
echo /optgroup;
}}
echo /select/td/tr;
}
//end action showForm
?
---form_code---
Then I gather the form data to be pushed into RT as an email. I use
the commandbymail plugin to allow fields to be populated via email.
Then I build the email with PHP code to send to RT:
---form_submit---
?php
function sendMail()
{
include(/path/to/connection_file);
// Gather form data... each item that is pulled had its own field in
the web form
$to = $_REQUEST['sendto'] ; //whatever queue they chose in a dropdown
box on the web form
$from = $_REQUEST['from_email'] ;
$project = $_REQUEST['Project'] ;
$priority = $_REQUEST['Priority'] ;
$duedate = $_REQUEST['duedate'] ;
$time = $_REQUEST['time'] ;
$taskcode = $_REQUEST['taskcode'] ;
$admincc = $_REQUEST['AdminCC'] ;
//Get client project from RT database
$getcp = pg_query($conn_rtdb, select a.content from attributes a,
customfieldvalues b where b.name='$taskcode' and b.id=a.objectid)or
die(Get CP .pg_last_error());
$rescp = pg_fetch_row($getcp);
$cltprj = $rescp[0];
//create due date timestamp, concatenate fields and clean up strange
characters
$due = $duedate. .$time ;
$subjectdetails = pg_escape_string(stripslashes($_REQUEST['SubjectDetails']))
;
$body = pg_escape_string
Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?
Thanks Kevin. I did in fact misinterpret the meaning of the field then as I thought it meant to fill the drop down values from a web service. I didn't realize it was referring to an iFrame. On Mon, Feb 6, 2012 at 4:42 PM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Feb 06, 2012 at 11:32:47AM -0500, Jim Lesinski wrote: There seems to be a lot of confusion about what I am asking. I am sorry if I am not making myself clear. Please check out the attached image which shows exactly what I am looking at. Maybe I am interpreting it wrong, but the field Jeff describes is not the one I am asking about. I am referring to the field below it called Include Page which states: RT can include content from another web service when showing this custom field. Fill in this field with a URL. RT will replace __id__ and __CustomField__ with the record's id and the custom field's value, respectively. Some browsers may only load content from the same domain as your RT server. This seems to imply to me that the custom field can in fact include values from a web service. Or does this mean that it can render content in an iFrame or something? If someone can clarify what that field does I think that would be all I need. This means that you can render content into an iframe using the value of the custom field. If your user selected Foo from a custom field, RT can make a call to an external webservice with Foo and some other information and then iframe the data into Ticket/Display.html (assuming you don't violate any of the security restrictions on iframes). If you want to control the values of a custom field, you will need to read the docs/extending/external_custom_fields.pod document you referenced earlier. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] rt-4.0.5 - How to populate a custom field using a web service?
Hello, I am looking at rt-4.0.5 and it seems that you can tie a custom field into a web service. I am curious about using this method to populate an autocomplete list for my custom field. Specifically I'd like to make an autocomplete field which is populated with the name column of the AT_ASSETS table using a SQL query like 'SELECT name, description FROM AT_ASSETS ORDER BY name ASC' so that I can easily look up an asset and link it to my ticket, so that I can use assets like a cmdb. I am currently looking at /opt/rt4/docs/extending/external_custom_field.pod and it seems like that solution may work, but it does not include any detail about using a web service. Is there any documentation about using a webservice or does someone have an example of its use? Or if someone has details about doing something like I described above using another method I'd love to hear about that too. Thanks for your advice! Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?
Sure. We're still looking at RT, but I am familiar with the concept of custom fields as they are used in various systems that we currently use (ie SharePoint, MSCRM, Umbraco, various others, etc) Currently I am trying to understand what our options are for arranging the custom fields to capture data from both the end user (employee) submitting a request and the employee responding to the request. As I understand it currently, we can integrate a custom web form via the rest interface to capture end user input. Ideally I would like to arrange the default portal forms in something other than a single or two column layout. Additionally I would like to arrange the owners view of the fields to more than a single or two column layout. I was hoping formtools would assist in achieving this. I have read other articles suggesting the use of a custom page which is redirected to based on the queue that is loaded. Does that help? Thanks, Jim Lesinski On Jan 31, 2012, at 10:18 AM, Bart b...@pleh.info wrote: Hi, Could you explain what your trying to achieve? Maybe we can give some input on the options that you have (we're kinda shooting in the dark now). A CF is an extra field which can have predefined input or contains open input. It's considered extra information for a ticket. In our case we have a set of the following CF's (as an example): Ticket type (incident, problem, change, etc.), done with a dropdown menu. Item A, B and C (CI items), done with a dropdown menu. Requestor organization, based on the organization set at the requestor we fill this field with that value (handy for the ticket overview / search capabilities). So I guess you could say that a CF adds information to a ticket, depending on your scrips it could even set a comment upon setting a value in a CF. -- Bart Op 30 januari 2012 22:20 schreef Jim Lesinski jim.lesin...@gmail.com het volgende: Are the custom fields used to push data into the tickets somehow? If so that may be sufficient for our need. Thanks, Jim Lesinski On Jan 30, 2012, at 7:28 PM, Kevin Falcone falc...@bestpractical.com wrote: On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote: Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful. rt-extension-formtools is for building custom forms, not for modifying the default layout of Ticket/Create.html or Ticket/Update.html -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston � March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT::Authen::ExternalAuth cannot find LDAP users if they haven't logged in at least once.
I have the ldap import plugin running and it does import new users and update
existing information based on the options you set in config. You must set up a
cron job for this.
Thanks,
Jim Lesinski
On Jan 30, 2012, at 11:24 AM, Bart b...@pleh.info wrote:
Hi,
Not sure if that's possible with ExternalAuth, it automatically creates a
user during login but doesn't sync the LDAP. (at least, like you I can't find
an option for it)
You'll probably need to run something separate from ExternalAuth to import
those users, this plugin might help with that:
http://search.cpan.org/~falcone/RT-Extension-LDAPImport-0.31/lib/RT/Extension/LDAPImport.pm
-- Bart
Op 30 januari 2012 02:16 schreef Camron W. Fox cw...@us.fujitsu.com het
volgende:
Alle,
So we've installed RT::Authen::ExternalAuth, but when we try to search
for users to create groups and such, if the user hasn't logged in to RT
at least once, they cannot be found. Here is the LDAP excerpt from
RT_SiteConfig.PM:
Set(@Plugins, (qw(RT::Authen::ExternalAuth)));
Set($ExternalAuthPriority, [ 'My_LDAP'
]
);
Set($ExternalInfoPriority, [ 'My_LDAP'
]
);
Set($ExternalAuthPriority,['My_LDAP']);
Set($ExternalSettings, {
Set($ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server'= 'admin.subaru.nao.ac.jp',
'user' = 'cn=Manager,dc=subaru,dc=nao,dc=ac,dc=jp',
'pass' = 'X',
'base' = 'ou=people,dc=subaru,dc=nao,dc=ac,dc=jp',
'filter'= '(objectClass=person)',
'd_filter' = '(employeeType=locked)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [version = 3 ],
# 'group' = 'GROUP_NAME',
# 'group_attr' = 'GROUP_ATTR',
'attr_match_list' = [ 'Name',
'EmailAddress'
],
'attr_map' = { 'Name' = 'uid',
'EmailAddress' = 'mail',
# 'Organization' =
'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId'= 'uid',
'Gecos' = 'gecos'
# 'WorkPhone' = 'telephoneNumber',
# 'Address1' = 'streetAddress',
# 'City' = 'l',
# 'State' = 'st',
# 'Zip' = 'postalCode',
# 'Country' = 'co'
}
}
);
We've obviously missed something here, but we've spent the last couple
days searching the docs/wiki/web and playing with RT_SiteConfig.pm but
with no luck.
Best Regards,
Camron
--
Camron W. Fox
Hilo Office
High Performance Computing Group
Fujitsu Management Services of America, Inc.
E-mail: cw...@us.fujitsu.com
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston � March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?
Are the custom fields used to push data into the tickets somehow? If so that may be sufficient for our need. Thanks, Jim Lesinski On Jan 30, 2012, at 7:28 PM, Kevin Falcone falc...@bestpractical.com wrote: On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote: Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful. rt-extension-formtools is for building custom forms, not for modifying the default layout of Ticket/Create.html or Ticket/Update.html -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston � March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?
Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful. Thanks, Jim Lesinski RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] rt 4.0.4 scrip get current user default queue setting
Hello, I am working through a scrip to change change the queue to the current user's default queue setting on Take. I have everything working when setting to a static queue string, but I can't seem to get the current user's default queue value. It seems like it would be something like: $self-TransactionObj-CreatorObj-DefaultQueue; If someone could tell me how I can figure it out that would be great. I would love to know where I can look to find out in the code, or via command line. The Wiki on CreatorObj says To Be continued'. Maybe I am looking at the wrong class object? Thanks, Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Auto change Queue on Take
I just ran into similar issue and it seems that: return 1 unless $self-TransactionObj-Type eq ‘Take’; does not work in RT 4.0.4. I checked the Transactions table in the database and it looks like the type is inserted as Set when clicking the Take button. I found a CustomConditionSnippet for Take here: http://requesttracker.wikia.com/wiki/CustomConditionSnippets my $txn = $self-TransactionObj; return 0 unless $txn-Type eq Set; return 0 unless $txn-Field eq Owner; return 0 unless $txn-OldValue == $RT::Nobody-id; return 0 unless $txn-NewValue == $txn-Creator; return 1; This does work, but it also fires the scrip when assigning a ticket to oneself while within a ticket if the owner was nobody. Can anyone confirm whether or not $self-TransactionObj-Type eq ‘Take’; changed intentionally or if this is actually a bug? Thanks! Jim On Tue, Oct 18, 2011 at 5:42 PM, Izz Abdullah izz.abdul...@hibbett.comwrote: I found this on the wiki: http://requesttracker.wikia.com/wiki/AutoChangeQueue ** ** and it appears we are already using it in variation, that is why I sought after it. I finally found our version, exactly the same except for queue and group names, but it is not working. Is it because we are authenticating via LDAP? It is a 3.8.4 database moved to a RT4.0.2 installation and upgraded, so the Scrip was already there. It works in our current production (3.8.4), but not in the test 4.0.2. Any ideas why this would not work automatically in 4.0.2 when nothing has changed EXCEPT authentication? ** ** I still see my account list in mySQL and is listed as a member of the group in use and full access to the queue in use. I have added some debuggers in. I can see it start, but the after the: return 1 unless $self-TransactionObj-Type eq ‘Take’; there is another logger and it never shows up in the rt.log file. It appears to never makes it past this point. RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA — October 31 November 1, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 4.0.4 - Autocomplete values are case sensitive?
Hello, In RT 4.0.4 it seems that when filling out a single or multi-value custom field, the results are case sensitive. Is this considered normal behavior? I would think it would be preferable to be case insensitive when listing the autocomplete results, but I can see where some may consider case sensitivity an advantage. Thanks, Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt 4.0.4 (and possibly others) autocomplete custom field showing values from all other custom fields for non super user accounts?
Hello, I opened a bug for the issue I described below, but no one else has confirmed that their install is behaving the same way. If someone out there with a test install of rt 4.0.x (preferably 4.0.4) could try the steps outlined below I would really appreciate it. It seems to occur in both of my environments but I wanted to rule out my own issues ;). Ok - From a clean rt 4.0.4 1. Log in as Root account 2. Create Queue1 3. Create CustomField1 as Type Select one value with Render Type Dropdown 4. Add values to CustomField1 CF1Value1, CF1Value2,CF1Value3, CF1Value4 5. Create CustomField2 as Type Select one value with Render Type Dropdown 6. Add values to CustomField2 CF2Value1, CF2Value2,CF2Value3, CF2Value4 7. Create CustomField3 as Type Enter one value with Autocompletion with Render Type Dropdown 8. Add values to CustomField3 CF3Value1, CF3Value2,CF3Value3, CF3Value4 9. Assign all of these fields to Queue1 10. Create a Group called Group1 11. Grant Group1 all permissions to Queue1 on General Rights and Rights for Staff tab 12. Create a user named User1 13. Add User1 to Group1 14. Create a new ticket in Queue1 as the ROOT account and go to Field CustomField3, Type 'C' and you should get only CF3Value1, CF3Value2,CF3Value3, CF3Value4 15. Log out, Log back in as User1 and Create a new record in Queue1. In CustomField3 Type 'C' and you will see values CF1Value1, CF1Value2,CF1Value3, CF1Value4 CF2Value1, CF2Value2,CF2Value3, CF2Value4 CF3Value1, CF3Value2,CF3Value3, CF3Value4 Which are values from *all *of the custom fields, not just the autocomplete values specified in CustomField3. I am not sure how that could happen no matter how wacky I made permissions are unless it is a bug. 16. Log out from User1 17. Log Back into the system as ROOT and grant User1 Do Anything and Everything under Tools - Configuration - Global - User Rights - Rights for administrators. Log out. 18. Log Back into the system as User1 and create a new ticket in Queue1. Go to CustomField3 and type 'C'. You will now have the correct values for the autocomplete field. On Mon, Dec 12, 2011 at 2:21 PM, Jim Lesinski jim.lesin...@gmail.comwrote: Hello, Can someone check to see if an Autocomplete custom field shows values from other custom fields in their RT 4.0.4 installation for non admin users? (By non admin I mean the user does not have Anything and Everything permission in the system.) When I am logged in as a non admin account and type in an autocomplete field I seem to get all values from all custom fields that meet the text criteria. If I grant this same user account Anything and Everything permission, the correct values are then populated in the autocomplete field. I have tested this on 2 different systems and I get the same results from both. Basically it seems like the dataset returned for the super user account is different than a non super user account. Can anyone else recreate this or verify that they have the same or different results? Thanks, Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Command by Mail - Enter Multiple values with Autocompletion
Hello, It seems like the Command by Mail plugin does not work with a Custom Field of type Enter Multiple values with Autocompletion. I created a field named Tags, but when I use Command by Mail to email even a single value to it I get an Extended mailgate error: Failed command 'tags: Connectivity' Error message: Command 'tags' is unknown I am running RT 4.0.4 currently. I appreciate any suggestions. Thanks! Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] How is RT-Extension-CustomField-HideEmptyValues supposed to work?
Hello, Can someone tell me what RT-Extension-CustomField-HideEmptyValues is supposed to do? I have one drop down that filters values for other ones. I would have thought that the child drop downs would be hidden as they have no values until the parent is selected, but that doesn't seem to work the way I would expect it to. I attached an image. The ones with Arrows next to them are empty values. Should they be hidden with this extension or am I misunderstanding what the extension is supposed to do? Thanks, Jim attachment: HideCustom.jpg RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories
Just a final note on this - After doing some more investigation, it seems
that while Request Tracker doesn't restrict you from creating 2 (or more)
drop down values at the same level with the same string value, it also
does't use the record ID to filter subsequent drop downs either. - it uses
the string value to filter subsequent values. This means if you have 3
fields that filter you end up with a mess of child values that may not
relate to the parent value anyway.
So it seems that adding a prefix or suffix to the text of the drop down
value is the only way to achieve what I had wanted.
On Mon, Nov 14, 2011 at 8:28 PM, Josh Narins jnar...@seniorbridge.comwrote:
The array of names is get-at-able with keys %seen
*From*: Jim Lesinski [mailto:jim.lesin...@gmail.com]
*Sent*: Monday, November 14, 2011 08:19 PM
*To*: Josh Narins
*Cc*: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
*Subject*: Re: [rt-users] Categories are based on... How to handle the
same value for multiple parent categories
Right, but I think then I'd have to build an array of names and then
iterate through that second array to output the option values. I am not
sure which would be more efficient but there is probably a better way to do
it.
Either way the result of the code would be ideally added to the base code,
but not necessarily my personal code :)
Thanks,
Jim Lesinski
On Nov 14, 2011, at 7:10 PM, Josh Narins jnar...@seniorbridge.com wrote:
I don't know anything about your patch, but with Perl, it is more
common to write something like...
next if $seen{ $value-Name }++;
*From*: Jim Lesinski [mailto:jim.lesin...@gmail.com]
*Sent*: Monday, November 14, 2011 07:06 PM
*To*: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
*Subject*: Re: [rt-users] Categories are based on... How to handle the
same value for multiple parent categories
I had some time after work to code up a possible solution for the
searchbuilder. I am new to perl so feel free to correct me.
Below is a snippet of code from /html/Elements/SelectCustomFieldValue,
starting at line 48. I have added my name after the lines I added to make
the search builder drop down show only unique string values. It would be
super cool if this made it into the base code.
% $m-callback( Name = $Name, CustomField = $CustomField );
% if ($CustomField-Type =~ /Select/i) {
% my $values = $CustomField-Values;
% my %seen = ();# Jim Lesinski
select name=%$Name%
option value= selected=selected-/option
option value=NULL|/l(no value)//option
% while (my $value = $values-Next) {
%unless ($seen{$value-Name}){# Jim Lesinski
option value=%$value-Name%%$value-Name%/option
% $seen{$value-Name} = 1;# Jim Lesinski
%}# Jim Lesinski
% }
/select
% }
% else {
input name=%$Name% size=20 /
% }
On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski jim.lesin...@gmail.comwrote:
I wouldn't think that the searchbuilder would show the same string value
though if you have the value occurring multiple times based on a parent
field. In my example below the value softwarename1.1 will show up in the
searchbuilder each time I have entered it for that field.
What I was suggesting is that one way to handle this would be to make the
searchbuilder page only add a string value if that string value doesn't
exist in the values already. That seems like the simplest was to avoid the
same value from showing up several times in the searchbuilder.
Right now what happens is, you end up with 4 Password Reset Values in
the example below. This also would create 4 Password Reset in the
searchbuilder dropdown, which works because the search is based on the
String value and not the ID of the record.
* Active Directory
* Password Reset
* TimeSheet
* Password Reset
* TestDomain
* Password Reset
* Whatever
* Password Reset
Just a suggestion... but an excellent way to handle it may be to add
functionality to the Categories are based on drop down so that you select
the parent field first, and then select each value that the current value
is visible for. This would let you have a more flexible relationship for
building the hierarchy.
Then you could select Field1 as the Parent for Field2, but also specify
that Field2.Value1 would be an option when you select Field1.Value1,
Field1.Value3, Field1.Value4, Field1.Value7 - etc.
On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone
falc...@bestpractical.com wrote:
On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote:
Hi,
In request tracker, how would you recommend setting up your
dependent drop down lists that
have a consistent drop down value for multiple parent values?
Below, under the 1st level
Administration value, I show an example of what I am asking about.
If you use the 'Categories are based on' feature in later 3.8 and 4.0
you'll get much better search options than typing
Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories
I wouldn't think that the searchbuilder would show the same string value though if you have the value occurring multiple times based on a parent field. In my example below the value softwarename1.1 will show up in the searchbuilder each time I have entered it for that field. What I was suggesting is that one way to handle this would be to make the searchbuilder page only add a string value if that string value doesn't exist in the values already. That seems like the simplest was to avoid the same value from showing up several times in the searchbuilder. Right now what happens is, you end up with 4 Password Reset Values in the example below. This also would create 4 Password Reset in the searchbuilder dropdown, which works because the search is based on the String value and not the ID of the record. * Active Directory * Password Reset * TimeSheet * Password Reset * TestDomain * Password Reset * Whatever * Password Reset Just a suggestion... but an excellent way to handle it may be to add functionality to the Categories are based on drop down so that you select the parent field first, and then select each value that the current value is visible for. This would let you have a more flexible relationship for building the hierarchy. Then you could select Field1 as the Parent for Field2, but also specify that Field2.Value1 would be an option when you select Field1.Value1, Field1.Value3, Field1.Value4, Field1.Value7 - etc. On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone falc...@bestpractical.comwrote: On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote: Hi, In request tracker, how would you recommend setting up your dependent drop down lists that have a consistent drop down value for multiple parent values? Below, under the 1st level Administration value, I show an example of what I am asking about. If you use the 'Categories are based on' feature in later 3.8 and 4.0 you'll get much better search options than typing in the Category box. * Hardware * item1.1 * item1.2 * item1.3 * Software * item2.1 * item2.2 * item2.3 * Administration * password reset * softwarename1.1 * softwarename1.2 * softwarename1.3 * profile update * softwarename1.1 * softwarename1.2 * softwarename1.3 I was able to set up the outline above by using the built in categories are based on option for drop down lists and entering the value one time for each parent value. The only thing that I see as a possible issue with doing this is that the search builder then shows the drop down text value multiple times. Maybe just a bug or improvement that could be made in the searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I handle this a different way? Either way I would appreciate your insight. Thanks, Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain ? November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories
I had some time after work to code up a possible solution for the
searchbuilder. I am new to perl so feel free to correct me.
Below is a snippet of code from /html/Elements/SelectCustomFieldValue,
starting at line 48. I have added my name after the lines I added to make
the search builder drop down show only unique string values. It would be
super cool if this made it into the base code.
% $m-callback( Name = $Name, CustomField = $CustomField );
% if ($CustomField-Type =~ /Select/i) {
% my $values = $CustomField-Values;
% my %seen = ();# Jim Lesinski
select name=%$Name%
option value= selected=selected-/option
option value=NULL|/l(no value)//option
% while (my $value = $values-Next) {
%unless ($seen{$value-Name}){# Jim Lesinski
option value=%$value-Name%%$value-Name%/option
% $seen{$value-Name} = 1;# Jim Lesinski
%}# Jim Lesinski
% }
/select
% }
% else {
input name=%$Name% size=20 /
% }
On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski jim.lesin...@gmail.comwrote:
I wouldn't think that the searchbuilder would show the same string value
though if you have the value occurring multiple times based on a parent
field. In my example below the value softwarename1.1 will show up in the
searchbuilder each time I have entered it for that field.
What I was suggesting is that one way to handle this would be to make the
searchbuilder page only add a string value if that string value doesn't
exist in the values already. That seems like the simplest was to avoid the
same value from showing up several times in the searchbuilder.
Right now what happens is, you end up with 4 Password Reset Values in
the example below. This also would create 4 Password Reset in the
searchbuilder dropdown, which works because the search is based on the
String value and not the ID of the record.
* Active Directory
* Password Reset
* TimeSheet
* Password Reset
* TestDomain
* Password Reset
* Whatever
* Password Reset
Just a suggestion... but an excellent way to handle it may be to add
functionality to the Categories are based on drop down so that you select
the parent field first, and then select each value that the current value
is visible for. This would let you have a more flexible relationship for
building the hierarchy.
Then you could select Field1 as the Parent for Field2, but also specify
that Field2.Value1 would be an option when you select Field1.Value1,
Field1.Value3, Field1.Value4, Field1.Value7 - etc.
On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone falc...@bestpractical.com
wrote:
On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote:
Hi,
In request tracker, how would you recommend setting up your
dependent drop down lists that
have a consistent drop down value for multiple parent values? Below,
under the 1st level
Administration value, I show an example of what I am asking about.
If you use the 'Categories are based on' feature in later 3.8 and 4.0
you'll get much better search options than typing in the Category box.
* Hardware
* item1.1
* item1.2
* item1.3
* Software
* item2.1
* item2.2
* item2.3
* Administration
* password reset
* softwarename1.1
* softwarename1.2
* softwarename1.3
* profile update
* softwarename1.1
* softwarename1.2
* softwarename1.3
I was able to set up the outline above by using the built in
categories are based on option
for drop down lists and entering the value one time for each parent
value. The only thing that
I see as a possible issue with doing this is that the search builder
then shows the drop down
text value multiple times. Maybe just a bug or improvement that
could be made in the
searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should
I handle this a different
way?
Either way I would appreciate your insight.
Thanks,
Jim
RT Training Sessions (http://bestpractical.com/services/training.html)
* Barcelona, Spain ? November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Barcelona, Spain — November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories
Right, but I think then I'd have to build an array of names and then iterate
through that second array to output the option values. I am not sure which
would be more efficient but there is probably a better way to do it.
Either way the result of the code would be ideally added to the base code, but
not necessarily my personal code :)
Thanks,
Jim Lesinski
On Nov 14, 2011, at 7:10 PM, Josh Narins jnar...@seniorbridge.com wrote:
I don't know anything about your patch, but with Perl, it is more common to
write something like...
next if $seen{ $value-Name }++;
From: Jim Lesinski [mailto:jim.lesin...@gmail.com]
Sent: Monday, November 14, 2011 07:06 PM
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Categories are based on... How to handle the same
value for multiple parent categories
I had some time after work to code up a possible solution for the
searchbuilder. I am new to perl so feel free to correct me.
Below is a snippet of code from /html/Elements/SelectCustomFieldValue,
starting at line 48. I have added my name after the lines I added to make the
search builder drop down show only unique string values. It would be super
cool if this made it into the base code.
% $m-callback( Name = $Name, CustomField = $CustomField );
% if ($CustomField-Type =~ /Select/i) {
% my $values = $CustomField-Values;
% my %seen = ();# Jim Lesinski
select name=%$Name%
option value= selected=selected-/option
option value=NULL|/l(no value)//option
% while (my $value = $values-Next) {
%unless ($seen{$value-Name}){# Jim Lesinski
option value=%$value-Name%%$value-Name%/option
% $seen{$value-Name} = 1;# Jim Lesinski
%}# Jim Lesinski
% }
/select
% }
% else {
input name=%$Name% size=20 /
% }
On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski jim.lesin...@gmail.com wrote:
I wouldn't think that the searchbuilder would show the same string value
though if you have the value occurring multiple times based on a parent
field. In my example below the value softwarename1.1 will show up in the
searchbuilder each time I have entered it for that field.
What I was suggesting is that one way to handle this would be to make the
searchbuilder page only add a string value if that string value doesn't exist
in the values already. That seems like the simplest was to avoid the same
value from showing up several times in the searchbuilder.
Right now what happens is, you end up with 4 Password Reset Values in the
example below. This also would create 4 Password Reset in the searchbuilder
dropdown, which works because the search is based on the String value and not
the ID of the record.
* Active Directory
* Password Reset
* TimeSheet
* Password Reset
* TestDomain
* Password Reset
* Whatever
* Password Reset
Just a suggestion... but an excellent way to handle it may be to add
functionality to the Categories are based on drop down so that you select
the parent field first, and then select each value that the current value is
visible for. This would let you have a more flexible relationship for
building the hierarchy.
Then you could select Field1 as the Parent for Field2, but also specify that
Field2.Value1 would be an option when you select Field1.Value1,
Field1.Value3, Field1.Value4, Field1.Value7 - etc.
On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone falc...@bestpractical.com
wrote:
On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote:
Hi,
In request tracker, how would you recommend setting up your dependent
drop down lists that
have a consistent drop down value for multiple parent values? Below,
under the 1st level
Administration value, I show an example of what I am asking about.
If you use the 'Categories are based on' feature in later 3.8 and 4.0
you'll get much better search options than typing in the Category box.
* Hardware
* item1.1
* item1.2
* item1.3
* Software
* item2.1
* item2.2
* item2.3
* Administration
* password reset
* softwarename1.1
* softwarename1.2
* softwarename1.3
* profile update
* softwarename1.1
* softwarename1.2
* softwarename1.3
I was able to set up the outline above by using the built in categories
are based on option
for drop down lists and entering the value one time for each parent
value. The only thing that
I see as a possible issue with doing this is that the search builder
then shows the drop down
text value multiple times. Maybe just a bug or improvement that could be
made in the
searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I
handle
Re: [rt-users] Can you set default values on page load, so you can see them in a new ticket?
Just to follow up - I looked at the rendered pages html source and tried using the ID for the field as the querystring parameter I wanted to set. It works, but as Kevin said the ID is interesting. For custom fields you will be looking for something like this: Object-RT::Ticket--CustomField-3-Values On Tue, Nov 8, 2011 at 8:09 PM, Jim Lesinski jim.lesin...@gmail.com wrote: Thanks Kevin. What do you mean by interesting? Can you provide an example of the format or where I can find the values I should use? Thanks, Jim Lesinski On Nov 8, 2011, at 7:11 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Nov 08, 2011 at 04:55:13PM -0500, Jim Lesinski wrote: It looks like RT-Extension-QuickCalls can set some values using querystring parameters, but that doesn't seem to be working for custom fields. Is it even possible to set values for custom fields using querystring params? If you can, I may be able to use that. You should be able to set Custom Fields with query string params, just be aware that the field names it uses are interesting. -kevin On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone [1] falc...@bestpractical.com wrote: On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote: I understand how to set up default values for a field using a custom scrip. However, it seems a bit odd to me to load a ticket with no value, and then set it only if the person opening a ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so that it is clear to the person opening a ticket that the value has already been set. Does anyone know of a way to set the default values so that they are visible when the page actually loads for a new ticket? I understand that it may not be possible with a scrip, but I appreciate your suggestions. RT-Extension-QuickCalls gives you a series of quick pre-filled ticket Create links on your homepage. This and may give you some ideas on how to do it. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain � November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] Can you set default values on page load, so you can see them in a new ticket?
Hello, I understand how to set up default values for a field using a custom scrip. However, it seems a bit odd to me to load a ticket with no value, and then set it only if the person opening a ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so that it is clear to the person opening a ticket that the value has already been set. Does anyone know of a way to set the default values so that they are visible when the page actually loads for a new ticket? I understand that it may not be possible with a scrip, but I appreciate your suggestions. Thanks, Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Can you set default values on page load, so you can see them in a new ticket?
It looks like RT-Extension-QuickCalls can set some values using querystring parameters, but that doesn't seem to be working for custom fields. Is it even possible to set values for custom fields using querystring params? If you can, I may be able to use that. On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote: I understand how to set up default values for a field using a custom scrip. However, it seems a bit odd to me to load a ticket with no value, and then set it only if the person opening a ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so that it is clear to the person opening a ticket that the value has already been set. Does anyone know of a way to set the default values so that they are visible when the page actually loads for a new ticket? I understand that it may not be possible with a scrip, but I appreciate your suggestions. RT-Extension-QuickCalls gives you a series of quick pre-filled ticket Create links on your homepage. This and may give you some ideas on how to do it. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Can you set default values on page load, so you can see them in a new ticket?
Thanks Kevin. What do you mean by interesting? Can you provide an example of the format or where I can find the values I should use? Thanks, Jim Lesinski On Nov 8, 2011, at 7:11 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Nov 08, 2011 at 04:55:13PM -0500, Jim Lesinski wrote: It looks like RT-Extension-QuickCalls can set some values using querystring parameters, but that doesn't seem to be working for custom fields. Is it even possible to set values for custom fields using querystring params? If you can, I may be able to use that. You should be able to set Custom Fields with query string params, just be aware that the field names it uses are interesting. -kevin On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone [1]falc...@bestpractical.com wrote: On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote: I understand how to set up default values for a field using a custom scrip. However, it seems a bit odd to me to load a ticket with no value, and then set it only if the person opening a ticket doesn't select a value. I'd like to set the value in the UI for a new ticket, so that it is clear to the person opening a ticket that the value has already been set. Does anyone know of a way to set the default values so that they are visible when the page actually loads for a new ticket? I understand that it may not be possible with a scrip, but I appreciate your suggestions. RT-Extension-QuickCalls gives you a series of quick pre-filled ticket Create links on your homepage. This and may give you some ideas on how to do it. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain � November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] Is it possible to go directly into edit mode?
Hi, I am looking at RT and it seems like a wonderful system. One thing I noticed is that the system seems very clicky, requiring many clicks to edit custom fields, dates, etc after a ticket has been opened. Is there any way to bring the ticket up directly in edit mode for the fields? I think Jumbo is closer to what I want, but that may need some re-configuring too. For background we currently use Remedy, which is more of a direct edit and save form. I appreciate your suggestions. Thanks, Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Custom field values based on queue?
Is it possible to base custom field values on the queue? I see that you can have cascading drop down lists based on a previously selected custom field value. I'd like the same thing but starting at the queue level. Thanks, Jim Lesinski RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Logged in as... Settings... Use System Default?
Hello, This may seem pretty basic but I am looking at a users settings at Logged in as USERNAME - Settings and I see several of the user settings are set to Use the System default. I can't seem to figure out how to set the system defaults though. I thought maybe the site config file but that doesn't seem to have the settings I am looking for. Can someone please explain? Thanks! Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Request Tracker 4.0.1 and Asset Tracker Extension
Does anyone know if Asset Tracker will work with Request Tracker 4? I tried the install and it seemed to run correctly, but it doesn't look like anything has been added to RequestTracker. I verified that the installation added to the plugins directory and added the db tables. I do have RTx::AssetTracker added to my config file and I have restarted the web server. Appreciate the help - Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension
Hi Todd, That would be perfect. We're looking at implementing RT right now so I can't say we'd be the best test case, but I'll certainly provide feedback where ever I can. Thanks so much! Jim On Wed, Aug 17, 2011 at 5:38 PM, Todd Chapman t...@chaka.net wrote: Jim, I haven't had a chance to commit the updates. If you want I can send you a tar file with the updated files and in return you can help pinpoint any problems. Agree? -Todd On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com wrote: Does anyone know if Asset Tracker will work with Request Tracker 4? I tried the install and it seemed to run correctly, but it doesn't look like anything has been added to RequestTracker. I verified that the installation added to the plugins directory and added the db tables. I do have RTx::AssetTracker added to my config file and I have restarted the web server. Appreciate the help - Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
