[rt-users] Auto Reply: Re: Manually creating a user in RT's db (MySQL)
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[rt-users] Auto Reply: Re: Update.html qoutes TO and CC fields (if you want reply to all)
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[rt-users] Auto Reply: Re: RT::Authen::ExternalAuth and multiple LDAP servers
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[rt-users] Auto Reply: Re: see others tickets
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[rt-users] Auto Reply: Re: ACL Troubles with RTFM
I will be out of the office on Tuesday, August 9th. I will not be checking voicemail or email. Please open a ticket with the otm-enginf team or contact Paul Hamill if you have any immediate needs. Otherwise I'll get back to you when I return. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] SOT: high performance web cache for RT
On 3/6/2008 7:37 AM, Matthew Seaman wrote: Sven Sternberger wrote: I found a very interesting software project, which boost my RT test instance. http://varnish.projects.linpro.no/ due to the nature of cache systems it is not working with https traffic, but nevertheless It could be helpful for a lot of environments. And I will try a combined solution with pound and varnish, may this will work. We use exactly this with RT. Following up on a thread from a couple of weeks ago. I'm curious as to how something like Varnish can help with what is, essentially, dynamically-generated content? -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] Upgrade Oracle to 10g r2
On 3/17/2008 2:40 PM, Kenneth Crocker wrote: Does anyone know if there is an RT problem related to upgrading Oracle DB to 10g r2? We're running 3.6.4 and planning to do that but I wanted to see if that would cause any RT problems. Thanks in advance. I'm running RT on systems with 10.2.0.3.0 with only one problem: sorting queries on CFs and non-CFs returns a count but no actual tickets. From what I've seen it's probably an Oracle-only issue, but whether it's a problem in RT or Oracle itself I don't know. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Upgrade Oracle to 10g r2
On 3/17/2008 3:54 PM, Stephen Turner wrote: Do you see anything in the RT log? We've had this symptom when using Oracle-specific sql functions against a mysql database. The RT log revealed the problem in our case. It's been a long time since I've looked into this. I remember capturing the SQL for it, but I don't recall if it displayed the same symptoms in SQL*Plus as it did in RT. I've a new DBA now, so I'll get him to look into it sometime this week. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Ticket Tabs
On 3/14/2008 3:29 AM, Ham MI-ID, Torsten Brumm wrote: I'm not sure how to add something like target=_blank Any ideas? In 3.6.6, you'd have to change /Elements/PageLayout to understand what to do with an OPTIONAL attribute (i.e. hash key) of 'target' (or whatever). Then in Ticket/Elements/Tabs, add the 'target' key value to the hash. See CleanlyCustomizeRT for details on how to make the structural changes necessary to then make the programmatic changes. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Display of item in ticket for certain group??
On 3/13/2008 12:20 PM, Greg Evans wrote:
Not even a clue where I might begin on this. Maybe a scrip that if the user
is in Group B then change the password to 's? Not sure, so I thought
I would ask.
Actually, you're pretty close.
1) add a new Group right for people that will see the password (e.g.
SeePassword) -- see the top of MoreAboutPrivilegedUsers on the wiki for
how to do this
2) give this new right to the group that needs it
3) Wherever it is that you added the code to print the password, add a
new if block:
Email Address: [EMAIL PROTECTED]
%my($displayedPassword) = ***;
%if ( $Ticket-CurrentUserHasRight('SeePassword') ) {
% $displayedPassword = WhateverYouSetItToNow;
%}
Email Password: % $displayedPassword %
See CleanlyCustomizeRT for more info.
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
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Re: [rt-users] need help w/ fastcgi..
On 3/12/2008 10:06 AM, King, Aubrey wrote: Can anyone make a suggestion on this? I will be more than happy to paste whatever you need. If it's of any use, the apache user and rt group are grabbed from ldap. You can see perms here: I'd say it's perms related (I know you said you checked, but) In particular ($RT3 == base RT install directory): $RT3/var/mason_data $RT3/var/session_data $RT3/var/tmp should be owned and writable by the apache user (or whatever user your webserver/fcgi runs as), as well as everything underneath them. In addition, and this is likely the issue (at least it is for me, usually): /etc/httpd/logs/fastcgi /etc/httpd/logs/fastcgi/dynamic need to be writeable by the fcgi user. For some reason I have them as 0777 on my system, so maybe it needs to be even more open than that. Typically, though, this directory (/etc/httpd/logs) is writable for root only. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] need help w/ fastcgi..
On 3/12/2008 4:18 PM, King, Aubrey wrote: [EMAIL PROTECTED] ls -la /etc/httpd/logs lrwxrwxrwx 1 root root 19 Jan 23 21:51 /etc/httpd/logs - ../../var/log/httpd [EMAIL PROTECTED] ls -la /var/log/httpd/fastcgi/ total 12 drwxr-xr-x 3 apache apache 4096 Mar 11 18:06 . drwx-- 3 root root 4096 Mar 12 04:02 .. drwxr-xr-x 2 apache apache 4096 Mar 11 18:06 dynamic It looks like they're open. For grins, I did a chgrp apache on /var/log/httpd and did a chmod 770 on it so it's group writeable. I also moved the fastcgi directory out of the way to see if apache would create a new log dir. It did not. Doesn't that indicate a problem, then? What, I don't know, as the perms all look fine. Can you try making /var/log/httpd 777 for 2 minutes and see if that fixes it? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] SOT: high performance web cache for RT
On 3/6/2008 7:26 AM, Sven Sternberger wrote: I found a very interesting software project, which boost my RT test instance. http://varnish.projects.linpro.no/ due to the nature of cache systems it is not working with https traffic, but nevertheless It could be helpful for a lot of environments. And I will try a combined solution with pound and varnish, may this will work. How can a caching proxy help on a site with dynamic content (e.g. RT)? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Editing ShowCustomFields file to maintain Custom Field value formatting
On 3/4/2008 10:09 AM, Simon Jester wrote:
3.6.5 Unsuccessful file changes
ul
% while ( my $Value = $Values-Next ) {
li
pre ---Added
% $print_value-( $CustomField, $Value );
/pre ---Added
/li
% }
/ul
When you bring up the page that's not working, do you see your PRE
blocks in there? If so, what does the content look like in between them?
The display of the PRE code is browser-dependent, so either the PRE tags
are not being inserted correctly, or something has munged your custom
field value. I would suspect the latter. Maybe a different CF field
type is the answer? Not sure.
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] 0 tickets found when using custom fields
On 3/4/2008 3:09 AM, Arkadiusz Jakubas wrote: Can anyone answer to this ? What's the question? What problem are you seeing? What error messages are you getting? What version are you running? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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 ticket CF
On 3/4/2008 7:55 AM, j0ey wrote: i'm trying to automatically add user based ticket CFs (wikitext) for all my priv. users in RT, so they could add personal notes to tickets. Any idea on how to implement this stress-free? Off the top of my head Each privileged user should have their own CF (so, 15 users, 15 new CFs), probably named with the same name, that only they have SeeCustomField ModifyCustomField rights to. All should be enabled and globally activated (i.e. not queue-by-queue). Interesting idea. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Sub-Categories (was: Re: (Very) Low-level CF question)
On 2/29/2008 2:54 PM, Kenneth Crocker wrote: You know, I do have a few Custom Fields that serve the same purpose, but would have different values per queue. I didn't know we had sub-categories that worked. I'd love to see your results. Thanks. For those interested, I have this (sub-categories) working to a large extent. I even have them enabled for Quick Create (what a PITA that was, as I don't know JavaScript). I still need to handle them on the Basics tab when editing a ticket, and then I'll write up a big How-To and post it to the wiki. In the end, there's only small bits of code added here and there, but it was a long road getting there. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] (Very) Low-level CF question
Assume:
* Ticket #1 is in the Queue Q1
* Custom Field #1, named Foo, applies to all queues
* Foo's value for Ticket #1 is 'Global'
A query results listing that includes CustomField.{Foo} will properly
show 'Global' for the value of Foo.
Change the assumptions:
* Ticket #1 is in the Queue Q1
* Custom Field #1, named Foo, applies only to Q1
* Foo's value for Ticket #1 is 'Specific'
A query results listing that includes CustomField.{Foo} will properly
show 'Specific' for the value of Foo.
Now, change the assumptions once more:
* Ticket #1 is in the Queue Q1
* Custom Field #1, named Foo, applies to all queues
* Custom Field #2, also named Foo, applies only to Q1
* Foo's (#1) value for Ticket #1 is 'Global'
* Foo's (#2) value for Ticket #1 is 'Specific'
A query results listing that includes CustomField.{Foo} will show
'Global' for the value of Foo.
Where is it determined which CF value to show? I'm obviously asking
because I want the queue-specific one shown, not the global one. I'm
pretty comfortable roaming around the source, but once I get to the
query and query results level, I just kind of get lost. I suspect much
of it happens in some non-RT module (DBI or DBIx::SearchBuilder?) but I
can't help thinking that the CustomField stuff is very RT-specific, and
so has to be handled somewhere inside of RT.
Thanks!
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] (Very) Low-level CF question
On 2/29/2008 1:50 PM, Kenneth Crocker wrote:
Hypothetical situations could involve endless debate, especially if
they are based on an unrealistic scenario. Not to offend nor sound too
incredulous, but why would anyone name ANY custom fields the same names
for different applications/uses? Why not just prefix the queue-based
Custom field with the queue name xx-Foo? Sure would stop a lot of
confusion and you wouldn't need to be asking the question.
It's actually for a very practical purpose -- having a commonly named
CF, with queue-specific values. In my case, I have a SubCategory CF,
which exists in each queue, but each queue has its own values. It works
great, really.
The hitch is: I want to be able to choose the SubCategory CF via the
list box in the Tickets search form as one of the output columns. The
only way to do that without first choosing a queue is to have a global
CF with the same name (and I've already taken care of hiding the global
field from view on ticket creation and viewing the ticket).
I can get around the need for all of this by going to the Advanced tab
and typing in CustomField.{SubCategory} as one of the results column,
but I don't want to have to explain over and over again how to do that
to my user base.
Once I get this last piece working, I'll be writing it up for the Wiki.
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] Question Regarding Command By mail Extension
On 2/29/2008 2:01 PM, Greg Evans wrote:
All of this information currently goes into comments and the things that I
have tagged as working already work properly which is fine, though I would
prefer that only the Comments: goes to comments.
I allow a CF to be set via email and I strip it out of the ticket body
using the following:
=
our($SETSEV_REGEXP) =
q(^(?:span)*\s*Set-Severity:\s*(\S+)\s*(?:/span|br|\s)*\s*$);
#* maybe it came in via email *
my($AttachObj) = $self-TransactionObj-ContentObj;
if (($AttachObj) ($AttachObj-ContentType =~ m{^text})) {
my($content) = $AttachObj-Content;
if ($content =~ m{$SETSEV_REGEXP}im) {
my($new_sev) = \L\u$1;
$new_sev =~ s{[^]+}{}g;
$CFDEFVAL = $new_sev if exists $known-{$new_sev};
# strip special commands from email content
$content =~ s{$SETSEV_REGEXP}{}igm;
# silently overwrite attachment content
$AttachObj-__Set(Field = 'Content', Value = $content);
}
}
=
Dealing with HTML in the email is a REAL bitch, but the above RE finally
worked
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] Queue-specific Ticket CF's in RT At-a-glance
On 2/22/2008 7:38 PM, Joe Casadonte wrote: Every Queue we have has a CF called 'SubCategory', each with it's own values. Whenever tickets are listed, I would like to see the value of this CF. The fact that it has the same name may be what makes this work, since most code I've seen tries to load by name, queue-specific first, then global. Any thoughts on this type of hack? Well, if I assign one of the SubCategory CFs to ALL queues, then it appears in the column display list and I can add it to queries. As long as this CF is assigned to all queues, though there are several problems: 1) it overrides the queue-specific CF in the output 2) I can see it in all tickets, which I don't want If I remove the CF, then the query results show me what I expect, and the tickets only have one SubCategory, as expected. So while this is OK for setting up the saved queries, it's not a long-term solution. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Font-AFM-1.19
On 2/22/2008 7:10 PM, Michael James wrote: So, should I just force the install? or is there some other dependency that isn't being displayed? I've hit that a couple of times; I just force it and move on. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Self-Service Interface
On 2/22/2008 4:42 PM, Steve Cochran wrote: Yep, read through that and http://wiki.bestpractical.com/view/AutoRedirectToSelfService I was wondering if anyone was using them and how the experience worked for users. The other thought I had was using the one you suggested, making the Self Service the default (not sure how yet), and then also modifying the self service tabs to add a link to the Advanced interface. Well, we use it here, and most people like it (personally I abhor the Self Service interface, but then I use Emacs VI by choice, so I guess it's to be expected). Self Service is the default already, and there exists an Advanced link at the top right near the login/logout link. Adding it as a tab option instead is a very straight-forward thing to do, at least for the non-Self Service interface. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Self-Service Interface
On 2/22/2008 12:41 PM, Steve Cochran wrote: Has anyone setup RT this way so that privileged users still get the self-service interface? http://wiki.bestpractical.com/view/BasicVsAdvancedInterface -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Login from other form
On 2/18/2008 8:37 AM, GUBBELS Jac wrote:
I tried quite some things with PHP (cURL, snoopy etc) and even
JavaScript to submit the login form without pressing the submit button,
but I do not seem to be able to get those approaches to deliver.
Instead of trying to automate the form submission, what you should
probably do is bypass the authentication altogether. One simple way is
to set the REMOTE_USER environment variable to the person's RT user
name, and then set $RT::WebExternalAuth to true. If you don't want such
a simplistic and relatively insecure method of user spoofing available,
you can override the code in the base autohandler (e.g.
/opt/share/html/autohandler) to add in a transformation from your
encrypted user credentials to a real RT user. In 3.6.3 the code to be
inserted would probably go here:
# If it's a noauth file, don't ask for auth.
if ( $m-base_comp-path =~ $RT::WebNoAuthRegex ) {
$m-comp( { base_comp = $m-request_comp }, $m-fetch_next, %ARGS);
$m-abort;
}
# If RT is configured for external auth, let's go through and get
REMOTE_USER
elsif ($RT::WebExternalAuth) {
# do we actually have a REMOTE_USER equivlent?
if ( RT::Interface::Web::WebCanonicalizeInfo() ) {
between the first IF and the ELSIF. Look inside of the
if ( RT::Interface::Web::WebCanonicalizeInfo() ) {
block to see what to do once you have a user name. Basically, you want
to do some part of this:
$session{'CurrentUser'} = RT::CurrentUser-new();
my $load_method = $RT::WebExternalGecos ? 'LoadByGecos' : 'Load';
if ( $^O eq 'MSWin32' and $RT::WebExternalGecos ) {
my $NodeName = Win32::NodeName();
$user =~ s/^\Q$NodeName\E\\//i;
}
$session{'CurrentUser'}-$load_method($user);
followed by a check to see if you actually loaded a user:
if ( $session{'CurrentUser'}-Id() )
Or something like that. HTH!
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] How to import users from a crm
);
$user-SetRealName($realname);
$user-SetEmailAddress($fullemail);
$user-SetPrivileged(!0);
$user-SetLang('en');
$user-SetCity($city) if $city;
$user-SetState($state) if $state;
$user-SetCountry($country) if $country;
}
else {
print Adding: $username...\n;
my($args) = {
Name = $username,
Password = $password,
RealName = $realname,
EmailAddress = $fullemail,
Privileged = !0,
Lang = 'en',
};
$args-{'City'} = $city if $city;
$args-{'State'} = $state if $state;
$args-{'Country'} = $country if $country;
my ($id, $msg) = $user-Create(%$args);
die qq([ERROR] Could not create user $username --
$msg\n) unless
$user-id;
}
}
#* add to the appropriate group *
my($groupname) = $GUSERS;
$groupname = $GDEVMGR if $gdevmgr;
$groupname = $GEXECS if $gexecs;
$groupname = $GSUPPORT if $gsupport;
$groupname = $GISR if $gisr;
$groupname = $GENGINF if $genginf;
$groupname = $GEIMGR if $geimgr;
my($status, $errmsg) = $Groups-{$groupname}-AddMember($user-id);
die qq([ERROR] Cannot add user ) . $user-id . qq( to group
$groupname - $errmsg\n) unless $status;
#* send out email *
my $template = RT::Template-new($RT::SystemUser);
$template-LoadGlobalTemplate('ORA_NewAccountCreated');
unless ( $template-Id ) {
$RT::Logger-crit(qq(Unable to load template
ORA_NewAccountCreated));
die qq([ERROR] Unable to load template
ORA_NewAccountCreated\n);
}
my($result, $message) = $template-Parse(Argument = {UID =
$username, PWD = $password});
if (! $result) {
$RT::Logger-warning(Template object failed to parse - $message);
die([ERROR] Template object failed to parse - $message\n);
}
my $MIMEObj = $template-MIMEObj;
$MIMEObj-head-set('To', $user-EmailAddress);
$MIMEObj-head-set('From', $RT::CorrespondAddress);
if ( $RT::MailCommand eq 'sendmailpipe' ) {
eval {
open( MAIL, |$RT::SendmailPath $RT::SendmailArguments )
|| die $!;
print MAIL $MIMEObj-as_string;
close(MAIL);
};
if ($@) {
$RT::Logger-crit(Could not welcome message. - . $@ );
die([ERROR] Could not welcome message. - . $@ );
}
}
else {
my @mailer_args = ($RT::MailCommand);
local $ENV{MAILADDRESS};
if ( $RT::MailCommand eq 'sendmail' ) {
push @mailer_args, split(/\s+/, $RT::SendmailArguments);
}
elsif ( $RT::MailCommand eq 'smtp' ) {
#- silence warnings on the following three vars
-
$RT::SMTPFrom ||= ; $RT::SMTPServer ||= ;
$RT::SMTPDebug ||= ;
$ENV{MAILADDRESS} = $RT::SMTPFrom ||
$MIMEObj-head-get('From');
push @mailer_args, ( Server = $RT::SMTPServer );
push @mailer_args, ( Debug = $RT::SMTPDebug );
}
else {
push @mailer_args, $RT::MailParams;
}
unless ( $MIMEObj-send(@mailer_args) ) {
$RT::Logger-crit(Could not send welcome message. );
die [ERROR] Could not send welcome message.\n;
}
}
}
#***
#* EOF * EOF * EOF * EOF * EOF ***
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] OCIEnvNlsCreate error trying to initialize Oracle DB
On 2/15/2008 4:55 PM, Joop van de Wege wrote: Hope this helps you going, if not I might be able to help, just let me know. Thanks for the help, Joop. I tried that, but it didn't work. Then I dumped my %ENV just before for the call to DBI-connect() and realized I had a typo in ORACLE_HOME. Just like the error message told me. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Hierarchy of categories
On 2/14/2008 9:04 PM, Kevin Sheen wrote: Here is a quick example - if a Level 1 category contained Network, the Level 2 subcategories might be Remote access, LAN or WAN. Another example would be a L1 category of EDI would have L2 subcategories of X12 data problem and Problem with IDOC. In essence the L2 subcategories are related to the L1 category. I would like to do something like this as well. When you create a new ticket you have to first select a queue. The queue would be the level 1 category, obviously, and the level two category could be a queue-specific CF, but with a common name (e.g. SubQueue). This would probably be a Select One value, which could itself have a category, giving you, in essence, three levels of categories, if desired. I haven't tried this yet, just thinking out loud -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] OCIEnvNlsCreate error trying to initialize Oracle DB
Having been scared off of using SQLite even for a small system, I've now
bought some more memory and put Oracle on my home machine. I can't get
the damn schema set up, instead getting the following error:
# perl sbin/rt-setup-database --dba=reqtrack --dba-password=foobar
--action init
DBI connect('reqtrack','reqtrack',...) failed: ERROR OCIEnvNlsCreate.
Check ORACLE_HOME env var, NLS settings, permissions, etc. at
sbin/rt-setup-database line 105
Failed to connect to dbi:Oracle:reqtrack as reqtrack: ERROR
OCIEnvNlsCreate. Check ORACLE_HOME env var, NLS settings, permissions,
etc. at sbin/rt-setup-database line 105.
I know that DBI is OK, because I run the following with no problem:
# perl -MDBI -le 'DBI-connect(DBI:Oracle:, reqtrack, foobar);'
#
Does anyone know what could be wrong? I've checked all permissions,
I've dropped and re-added the DB in case I screwed up the NLS stuff;
everything seems to be set up OK.
Oracle: 10.2.0.3
RT: 3.6.6
OS: Fedora Core 5
Perl: 5.8.8
Thanks!
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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[rt-users] Anyone using RT with SQLite?
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. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] scrip: how to check if correspondence from requestor
On 9/13/2007 2:25 PM, Phil Lawrence wrote: I want to use a scrip to change the status of a ticket to open if the current status is reqappr and RT receives an email from the requester. The Transaction object (I think) has an IsInbound method. Look into that -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install
On 8/7/2007 5:20 AM, Luke E Morgan wrote: I'm sure I'm just missing something simple, but I cannot seem to change the BP logo on my install of RT 3.6.3 on Fedora Core 7. I've installed RT using yum (lazy I know, but it works apart from this issue). It has been installed into /usr/share/rt3 I've created /usr/local/rt3/html/Elements/ and copied the Logo file into that directory. I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images It is a 92x50pixels jpeg. I'm using 3.6.3 (not from yum, though) and I have done the same thing, up to this point. However, I have something different for the Logo file changes: Following suggestions from the wiki and the mailing list archives, I put this line into the Logo file : a href=%$RT::LogoLinkURL%img src=%$RT::LogoURL% alt=Intranet width=%$RT::LogoWidth% height=%$RT::LogoHeight% //a a href=%$RT::WebBaseURL%img src=%$RT::WebImagesURL%my-logo.jpg alt=Alternate Logo width=139 height=20 //a Where WebBaseURL and WebImagesURL are: Set($WebBaseURL , http://machine.domain.com;); Set($WebImagesURL , $WebPath . /NoAuth/images/); # default Set($WebPath , );# default Cleared the cache and that was it. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] History Display for a Ticket
On 8/7/2007 1:01 PM, Scott T. Hildreth wrote: If I query the Transactions table, selecting only transactions for this ticket that were created by non-RT::System ids, there are 29. All of type RT::Ticket. If unset the $OldestTransactionsFirst, the history on the display page shows the first 20 Tickets (non-system tickets, I added the HideTransactons override) If re-set $OldestTransactionsFirst in RT_SiteConfig.pm, stop apache, remove mason_data/obj/*, restart apache, search for that ticket, the ticket display only shows the last 7 tickets. I have looked at RT code and read relevant chapters in RT Essentials and I cannot figure out why the all history will not show up in the History section. I feel like I am really overlooking something obvious, does anyone have any ideas on what is going? I just looked at the 3.6.3 code, and I can't see anything that would limit the number of history records shown, nor do I see anything different with OldestTransactionsFirst aside from ASC vs. DESC in the select. What code base are you on? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Links are not clickable
On 8/7/2007 2:21 PM, Firas Batal (QA/EMC) wrote: This is the summary of the problem: Links are not clickable after I have changed the Default RT at a Glance. I am running RT 3.6.3, Perl v5.8.3 under Linux (FC6), and MySql 5.0.27. This is not a production site, but rather an experimental PC that carry RT 3.6.3. I were doing some tests and experimenting when the reported problem has happened. Did you change the query's results columns? If so, did you use the Link format for the columns that you want clickable? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install
On 8/8/2007 10:25 AM, Luke E Morgan wrote: Started up apache again, and it still displays the Best Practical logo. Try logging out and logging back in. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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: AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug
On 8/8/2007 11:28 AM, Ham MI-ID, Torsten Brumm wrote: Yes for a normal cf this is not critical, but together with a cf set to mandatory this becomes critical, because the user is not able to create a ticket via gui anymore for this queue :-( We get around this by having a scrip kick off and set a default value if the CF has no value. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] More About Requestor
On 8/3/2007 5:48 AM, Paul Goffin wrote: It's vanished on 3.6.3. How do I get it back? I've only used 3.6.3 so I don't know what the previous behavior was. In 3.6.3, though, you only get the More About if the requestor is not privileged. You can change this in local/html/Ticket/Elements/ShowRequestor. What I did was to add a new Group right ShowMoreAbout and then assigned that to groups that I wanted to have this privilege. I'll add it to the Wiki. -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] More About Requestor
On 8/3/2007 8:58 AM, Joe Casadonte wrote: On 8/3/2007 5:48 AM, Paul Goffin wrote: It's vanished on 3.6.3. How do I get it back? I've only used 3.6.3 so I don't know what the previous behavior was. In 3.6.3, though, you only get the More About if the requestor is not privileged. You can change this in local/html/Ticket/Elements/ShowRequestor. What I did was to add a new Group right ShowMoreAbout and then assigned that to groups that I wanted to have this privilege. I'll add it to the Wiki. http://wiki.bestpractical.com/view/MoreAboutPrivilegedUsers -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] 3rd party reply on a ticket creates a new ticket
On 8/2/2007 6:39 PM, Kris Boutilier wrote: Are you certain that User C is replying to the email generated by RT and not to the message that User A cc:ed to the list? It happened again this morning, and you are indeed correct; he responded to the original email, not the RT email. I thought I had researched this the last time I was going to post about it (and never did, obviously); I guess I failed to research it well enough. This is even worse, of course, as I don't know how to prevent the behavior, other than educating users. It's seriously annoying, having to manually merge the tickets all the time. -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] 3rd party reply on a ticket creates a new ticket
Using RT 3.6.3 I have the following situation: * user A creates a ticket copying list B * user C (a member of B) replies to the ticket with more information * a second ticket is created, even though user C's email was tagged correctly in the subject line If user C is directly CC'd (instead of through an email list, which RT obviously has no way of knowing about), then the reply goes into the original ticket as desired. Is there a way to prevent RT from creating a new ticket when anyone replies to a ticket? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Vacation messages - how to keep out of RT?
As we approach the summer vacation period, more and more people are setting their Out Of Office/Vacation email auto-replies, and they are cluttering up my lovely RT. Does anyone know of a way to easily identify and ignore these? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] ticket reopen
On 4/30/2007 4:33 PM, Mustafa Badawi wrote:
Joe, what code do you want me to post? I have traced all the logs but no
specific error is there (\var\log\messages). is there and way to see
more detailed debugging messages?
I sent you some code to look at, you said it didn't work. I assumed you
made the changed I recommended? Original message:
===
I guess that what you are seeing is default behavior, though I thought I
had changed it to do what you see.
Anyway, you probably want to look here:
$RT/share/html/Ticket/Update.html
trtd align=right|/lStatus/:/td
td
/Elements/SelectStatus, Name=Status, DefaultLabel = loc([_1]
(Unchanged), loc($TicketObj-Status)), Default = $ARGS{'Status'} ||
($TicketObj-Status eq $DefaultStatus ? undef : $DefaultStatus)
Change the DefaultLabel parameter if your current status is Resolved.
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] Collapsed View of Ticket?
On 4/30/2007 12:04 PM, Gene LeDuc wrote: Is my assumption about how this works backwards or should step 4 have us modifying the local version instead of the shared version? Gah! Cut-and-paste error on my part. You should be editing the LOCAL file, of course. Sorry! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] ticket reopen
On 4/27/2007 5:01 PM, Mustafa Badawi wrote:
I have a running installation of RT. I have a problem with reopening
resolved tickets by replying to the email sent when the ticket is
resolved. the ticket is updated with the reply email but the status
remains resolved. where might the problem be and how can I
troubleshoot it?
I guess that what you are seeing is default behavior, though I though I
had changed it to do what you see.
Anyway, you probably want to look here:
$RT/share/html/Ticket/Update.html
trtd align=right|/lStatus/:/td
td
/Elements/SelectStatus, Name=Status, DefaultLabel = loc([_1]
(Unchanged), loc($TicketObj-Status)), Default = $ARGS{'Status'} ||
($TicketObj-Status eq $DefaultStatus ? undef : $DefaultStatus)
Change the DefaultLabel parameter if your current status is Resolved.
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] Groups of Self Service Requestors - is this possible?
On 4/25/2007 12:26 PM, James Alspach wrote: What I need is to have the ability to select which queues different groups of requestors have access to but, I want them to have the simple self service interface. Is this possible? If not I can probably work around the issue but I wanted to ask before I just gave up. Check out: http://wiki.bestpractical.com/index.cgi?BasicVsAdvancedInterface It's not exactly what you want, but it may help with the work-around. -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] ticket reopen
On 4/29/2007 4:41 PM, Mustafa Badawi wrote: You are right. this is the default behaviour but it is not working for me. I need to make it work again. What you suggested did not work. Any other suggestion? Can you post the code that you tried? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Collapsed View of Ticket?
On 4/19/2007 2:26 PM, Ole Craig wrote: I've noticed that tickets with many transactions take for-e-ver to load (because each transaction is a separate DB query) so the idea would only be worthwhile if it could be optimized such that transaction content is only queried when the expansion is toggled. Perhaps this would help: http://wiki.bestpractical.com/index.cgi?HideSystemTransactionsSometimes It hides RT_System messages on the main display, but not the History tab. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Reasons for ModifyTicket granting CommentOnTicket?
Catching up on old emails On 4/9/2007 3:49 PM, Chris Dunning wrote: -Is it necessary for ModifyTicket to implicitly grant reply/comment rights, if there are separate rights for ReplyToTicket and CommentOnTicket? I, too, found this odd behavior. I suspect this is an artifact of evolution, where the CommentOnTicket was added long after comments were, and ModifyTicket was given the ability for backwards compatibility reasons. I took it our much as you did, and have had no problems. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Personal Saved Queries
On 3/19/2007 10:24 AM, Stephen Turner wrote: At Monday 3/19/2007 10:15 AM, Joe Casadonte wrote: On 3/14/2007 11:30 AM, Joe Casadonte wrote: What rights do I need to assign to allow all privileged users the ability to create their own saved queries, but not be able to create saved queries for any groups that they're in? Thanks! Looking through the code, it looks like I can only turn the ability to create saved queries on or off, I cannot limit it in any other way. Without hacking the code, of course. I'm off to hack the code. Joe - There's a group right 'EditSavedSearches' that can be applied to a group (in 3.4.2 at least). Does that not control what you want to do? Unfortunately, no. I want to enable saved queries but for personal use only; only select users would be able to create saved queries for an entire group. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Personal Saved Queries
On 3/19/2007 10:24 AM, Drew Barnes wrote: IIRC you can allow a person to save queries, which will let them save personal searches, but not let them save searches in the group. Am I mistaken or has this changed since I last visited the issue? I don't know, but that's exactly what I want and I can't figure out how to do it. I'm using 3.6.3, if that matters Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Personal Saved Queries
On 3/14/2007 11:30 AM, Joe Casadonte wrote: What rights do I need to assign to allow all privileged users the ability to create their own saved queries, but not be able to create saved queries for any groups that they're in? Thanks! Looking through the code, it looks like I can only turn the ability to create saved queries on or off, I cannot limit it in any other way. Without hacking the code, of course. I'm off to hack the code. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Help with grabbing customfieldvalue at ticket creation
On 3/15/2007 1:40 PM, Kenneth Crocker wrote:
But to no avail. We need some help help here. Obviously, thereis
something I do not understand. Is this data just not available from the
ticket yet? I do not have the cf defined for a transaction. Thanks.
Here's what I have in one of my conditions for new tickets. It
basically checks to see if the field is valued, and if not, the action
will set a default value:
sub IsApplicable
{
my($self) = shift;
my($CFNAME) = 'FooBarBaz';
my($q) = $self-TicketObj-QueueObj;
my($cf) = new RT::CustomField $q-CurrentUser;
$cf-LoadByNameAndQueue(Name = $CFNAME, Queue = $q-id);
$cf-LoadByNameAndQueue(Name = $CFNAME, Queue = 0) unless $cf-id;
unless ($cf-id) {
$RT::Logger-warning(Custom field '$CFNAME' isn't global or defined
for queue ' . $q-Name . ');
return undef;
}
return ! $self-TicketObj-FirstCustomFieldValue($cf-id);
}
This works on 3.6.3
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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[rt-users] 3.6.3 - TransactionBatch on resolve -- how to get rid of second email?
I've got a new email coming out as part of the overall resolve transaction that is triggered on the status change and includes the body of the response. That works great (finally). But how do I ret rid of the auto-reply email? The only thing I can think of is to make it TransactionBatch as well, and then have it not send the email if I'm going to be sending the other one. But that seems a bit hacky, and I'd rather do it a different way, if possible. Is it possible? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] 3.6.3 - Easy way to change date display format
Looking to see if there's an easy way for a user to control how dates are displayed. Anyone know? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] How to back out an extension?
I installed an extension via CPAN module that I would like to back out (unfortunately, I installed it on my PRODUCTION system by accident, and not my TEST system, grrr.). Is there an easy way to back it out? I'm hoping there is, but somehow I'm doubtful -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Personal Saved Queries
What rights do I need to assign to allow all privileged users the ability to create their own saved queries, but not be able to create saved queries for any groups that they're in? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] How to get file from custom field to resolve message PLEASE HELP!
On 3/14/2007 4:31 AM, Loos, Christian wrote:
Hello,
me and my colleague ask questions to this point three times but no responses.
But the must be someone out there done this befor. So please help us!
We have an ticket custom field from type upload one file.
If we resolve an ticket this file should be send with the resolve mail.
I figured out how to get the link to this file.
But i don't know how to get this file as an attachment to the resolve mail.
I have no clue how to do this in a template, but if you have coded up
the action yourself to send the email, you would have a MIMEObj (which
is a MIME:Entity, I think). With that, it should be simple to attach
the file via 'attach'. You may need to get the file out of RT first,
though; I have no clue how to do that.
Example of sending an email is included here, but without the attach. I
got this from somewhere else, not sure where (maybe RT Essentials):
my $template = RT::Template-new($RT::SystemUser);
$template-LoadGlobalTemplate('MY_NewAccountCreated');
unless ( $template-Id ) {
$RT::Logger-crit(qq(Unable to load template
MY_NewAccountCreated));
die qq([ERROR] Unable to load template
MY_NewAccountCreated\n);
}
my($result, $message) = $template-Parse(Argument = {UID =
$username, PWD = $password});
if (! $result) {
$RT::Logger-warning(Template object failed to parse - $message);
die([ERROR] Template object failed to parse - $message\n);
}
my $MIMEObj = $template-MIMEObj;
$MIMEObj-head-set('To', $user-EmailAddress);
$MIMEObj-head-set('From', $RT::CorrespondAddress);
if ( $RT::MailCommand eq 'sendmailpipe' ) {
eval {
open( MAIL, |$RT::SendmailPath $RT::SendmailArguments )
|| die $!;
print MAIL $MIMEObj-as_string;
close(MAIL);
};
if ($@) {
$RT::Logger-crit(Could not welcome message. - . $@ );
die([ERROR] Could not welcome message. - . $@ );
}
}
else {
my @mailer_args = ($RT::MailCommand);
local $ENV{MAILADDRESS};
if ( $RT::MailCommand eq 'sendmail' ) {
push @mailer_args, split(/\s+/, $RT::SendmailArguments);
}
elsif ( $RT::MailCommand eq 'smtp' ) {
$ENV{MAILADDRESS} = $RT::SMTPFrom ||
$MIMEObj-head-get('From');
push @mailer_args, ( Server = $RT::SMTPServer );
push @mailer_args, ( Debug = $RT::SMTPDebug );
}
else {
push @mailer_args, $RT::MailParams;
}
unless ( $MIMEObj-send(@mailer_args) ) {
$RT::Logger-crit(Could not send welcome message. );
die [ERROR] Could not send welcome message.\n;
}
}
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] Only disabled General queue available in 'New ticket in' dop down box
On 3/9/2007 7:56 AM, [EMAIL PROTECTED] wrote: I've added the SeeQueue right to both new queue's Group Rights (as well as CreateTicket and ReplyToTicket) as RT Essentials instructs. Which groups were these added to, specifically? Secondly despite the General queue being disabled I can still create a ticket in this queue. Is this normal behaviour? This may not be an issue if the first problem above is resolved so we don't have the General queue on the list of available queues to create a ticket. It may be that the General queue cannot be fully turned off -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] Only disabled General queue available in 'New ticket in' dop down box
On 3/9/2007 8:29 AM, [EMAIL PROTECTED] wrote: Using Configuration - Queues - Queue Name - Group Rights, I added SeeQueue to the Privileged System group only. Have the user log out and log back in. -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] Only disabled General queue available in 'New ticket in' dop down box
On 3/9/2007 11:28 AM, Justin Cruttenden wrote: Have the user log out and log back in. Tried that I'm afraid! It's not just one user! If you re-enable the General queue, do the others show up? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] 3.6.3 - Cleaning Sessions
On 3/7/2007 4:06 PM, Jesse Vincent wrote: The default for RT on Oracle (which I presume you're running ;) I had this running initially with MySQL but the second time I started it up, the hard drive started spinning faster and faster and the heads rose up and then plunged into the disks, spewing magnetic grey matter all over the interior of the box. At the same time, red lights started flashing in the server room and blast doors fell, locking me in. A camera descended from the ceiling and started panning across the room, searching. I hid under the desk, whimpering. is to store sessions on disk, due to some historical bugs in Apache::Session's oracle support. (Though I believe they're now resolved) Can I simply delete old files? If I have persistent sessions enabled via cookies for, say, two weeks, could I simply and safely delete all session files older than 15 days? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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: R: [rt-users] Hello, first post and question.
On 3/7/2007 10:39 AM, Oscar Gonzalez wrote: That and when I log in, like you did... everything looks HUGE. It almost feels like it is made for blind people, or set to some high-visibility profile. It is similar to what you would see if you pressed ctrl + on your browser to make things bigger... only I didnt. it looks like this on a mac, on a pc and on a number of browsers on both platforms. Yeah, I spent a couple of days making CSS changes to make things smaller. And then redid the displays in RT at a Glance to use the small attribute. And it's still BIG. -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] 3.6.3 - Cleaning Sessions
I had it on my todo list to go and read: http://wiki.bestpractical.com/index.cgi?CleanupSessions and implement it on our site before it got out of hand. I first looked to see how many sessions I had, and I had none! SQL select count(*) from sessions; COUNT(*) -- 0 SQL select * from sessions; no rows selected Should I have sessions here? I have a ton of session files on disk -- is that where sessions are being cached, instead of the DB? If so, which is better? Is there a way to safely clear up old session files XX days old? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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 custom Group Rights
On 3/7/2007 4:33 PM, Drew Taylor wrote: Can anyone point me in the right direction? We're running a heavily customized RT 3.2.1 (yes, I know it's old!) with perl 5.8, mysql (innodb), and mod_perl 1.29. Not sure if it applies to something that old, but the RT Essentials book would direct you to the Group_Local.pm file (e.g. /opt/rt3/local/lib/RT/Group_Local.pm). -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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 custom Group Rights
On 3/7/2007 4:59 PM, Joe Casadonte wrote: Not sure if it applies to something that old, but the RT Essentials book would direct you to the Group_Local.pm file (e.g. /opt/rt3/local/lib/RT/Group_Local.pm). See also: http://lists.bestpractical.com/pipermail/rt-users/2006-June/040164.html -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Quick and dirty Maintenance Mode
Here's a quick and dirty Maintenance Mode. If you need to take the site down for any length of time (to back up the database, for example) this lets you block access to the site without needing to bring the site down or clear out the Mason cache. And it's as simple to unblock the site, too. When the new code is in place, you can place the site into maintenance mode simply by creating a file called .maintenance in the root of the RT install: # touch /opt/rt3/.maintenance and taking it out of maintenance mode is as simple as removing the file: # rm /opt/rt3/.maintenance The effect is instantaneous in both cases. See the wiki page for more details: http://wiki.bestpractical.com/index.cgi?MaintenanceMode Enjoy! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] I just can't figure out how to get the values from mycustom fields!
On 3/5/2007 3:08 AM, Brian Kjelin Olsen wrote:
I just can't figure how to get the values of custom fields on ticket
transactions from scrip.
Here's what I've done in a Condition's IsApplicable() sub:
my($CFNAME) = 'Severity';
my($q) = $self-TicketObj-QueueObj;
my($cf) = new RT::CustomField $q-CurrentUser;
$cf-LoadByNameAndQueue(Name = $CFNAME, Queue = $q-id);
$cf-LoadByNameAndQueue(Name = $CFNAME, Queue = 0) unless $cf-id;
unless ($cf-id) {
$RT::Logger-warning(Custom field '$CFNAME' isn't global or defined
for queue ' . $q-Name . ');
return undef;
}
return ! $self-TicketObj-FirstCustomFieldValue($cf-id);
Hope that helps!
--
Regards,
joe
~~~
| Joe Casadonte | [EMAIL PROTECTED] |
|~~~|~~ |
| Oracle Transportation Management | 1016 West Ninth Avenue |
|~~~| Suite 300|
| 610-491-3315| King of Prussia, PA 19406 |
~~~
___
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Re: [rt-users] Google Summer of Code
On 2/28/2007 2:29 PM, Jesse Vincent wrote: I'd love to submit RT to Google's Summer of Code this summer. It's probably time to start brainstorming projects. What would you like to do/see done as part of a RT summer of code project? Something simpler/easier that a lot of what's been suggested might be to do a MOTD type thing, for site-wide announcements. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Requestor can't see outgoing mail in Self Service
On 3/2/2007 3:58 PM, Gene LeDuc wrote:
It looks like a bug to me. The only way I've been able to allow an
unprivileged requestor to view outgoing e-mail is to turn him into a
privileged user. Privileged users get a different Display.html than
unprivileged users, and I think that's the difference.
I think what's happening is that the URL is not formatted for
SelfService correctly. The URL is:
{WebBaseURL}/Ticket/ShowEmailRecord.html
As I understand things, the Mason autohandler is interfering here. From
[RT-BASE-DIR]/html/autohandler, line 271 in 3.6.3 source:
if ( not $session{'CurrentUser'}-Privileged ) {
# if the user is trying to access a ticket, redirect them
if ($m-request_comp-path =~ '^(/+)Ticket/Display.html'
and $ARGS{'id'} )
{
$m-comp( /SelfService/Display.html, %ARGS );
$m-comp( /Elements/Footer, %ARGS );
$m-abort();
}
# otherwise, drop the user at the SelfService default page
elsif ( $m-base_comp-path !~ '^(/+)SelfService/' ) {
$m-comp('/SelfService/index.html');
$m-abort();
}
else {
$m-comp( { base_comp = $m-request_comp },
$m-fetch_next, %ARGS);
}
}
You need to allow the different URL to pass through or be redirected
somehow. I'm not sure if autohandler is able to be localized; someone
more knowledgeable than I would have to answer that.
--
Regards,
joe
~~~
| Joe Casadonte | [EMAIL PROTECTED] |
|~~~|~~ |
| Oracle Transportation Management | 1016 West Ninth Avenue |
|~~~| Suite 300|
| 610-491-3315| King of Prussia, PA 19406 |
~~~
___
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Re: [rt-users] Requestor can't see outgoing mail in Self Service
On 3/1/2007 3:16 PM, Gene LeDuc wrote: Is this a bug or expected behavior? Have I given the Requestor role the appropriate rights? Just eyeballing it, it looks OK. Have you tried turning on debugging and looking in the log? 2. Another question, only vaguely related: Is there a way for this unprivileged user to change the random password he was assigned? I think they need to modify self privilege to do that. -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CLI Question - Add Users to group per Scrip
On 2/27/2007 7:15 AM, Torsten Brumm wrote:
And line 38 looks like:
my($status, $msg) = $group-{$groupname}-AddMember($user-id);
I'm not sure if the AddMember is defined in this routine, but i found:
Cut and paste error on my part. I think that line should read:
my($status, $msg) = $group-AddMember($user-id);
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] Google Summer of Code
On 2/28/2007 3:36 PM, Jay Lee wrote: AJAX interface would be my first thought, 3.6 went a long way towards simplifying the interface for users but I think there's still room for improvement in the layout. Exactly what I was thinking! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Clean way to force users to enter Time Worked before the ticket can be resolved
On 2/20/2007 5:33 AM, Ian Clancy wrote: Is there a clean way to force users to enter Time Worked before the ticket can be resolved. Instead of checking after the fact and re-opening the ticket, why not prevent it from being resolved in the first place? I wrote up a wiki page on how to use JavaScript to make a ticket's subject be mandatory; it could be easily adapted to make Time Worked mandatory on Resolve. Details are at: http://wiki.bestpractical.com/index.cgi?MandatorySubject It's not as intimidating as it looks. Maybe I'll add to the page explaining what each change does. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] 3.6.3 - Non-privileged users ShowTicket
On 2/20/2007 9:27 PM, Jesse Vincent wrote: Granting that right to the Requestor role would do what you want, I think Indeed -- thanks. I thought, for some reason, that Roles only applied to Privileged users. Not sure where that came from, really. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] 3.6.3 - Saved Searches, Groups and Rights
I'm confused over the xxxSavedSearches rights, and my limited experimentation has only confused me further What I'd like is 1) each privileged user can create saved searches for themselves 2) superuser can create saved searches accessible by everyone 3) groups do not have group-specific saved searches available (and the headings don't clutter up the combo box) Is this possible and if so, how do I set up the rights? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] CLI Question - Add Users to group per Scrip
On 2/16/2007 2:11 AM, Torsten Brumm wrote: my(@users) = GetListOfUsernames(); Do you get with this a list from RT Users Table ? Well, for me I was reading the names out of an Excel file, creating the users first, and then adding them to a bunch of different groups. I guess what I'm saying is that the implementation of GetListOfUsernames() is left as an exercise for the reader :) -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] How to prevent from creating tickets via email
On 2/16/2007 10:37 AM, Olaf Hamann wrote: At the moment they can send to the rt-queue-emailaddress and a ticket will be created in that queue. Is it possible to prevent that? perldoc rt-mailgate At the bottom, look at the sections on Customization and Writing Plugins. You'd basically need a plugin that rejects anything where the ticket argument does not exist. There are a couple of plugins already in rt-root/lib/RT/Interface/Email that you can look at for examples. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom fields for Queues
On 2/15/2007 3:06 AM, Jesse Vincent wrote: On Feb 14, 2007, at 4:02 PM, Joe Casadonte wrote: Would this be easy to hack in? I haven't touched the schema at all, so I don't know what's involved It's certainly possible with the architecture. What are you looking to use it for? Specifically, I'm looking to set up a queue owner who gets notified of new tickets, but is not added as a Cc or AdminCc to the ticket itself. In general, it could be used for holding all sorts of information to be used by Scrips or reports. Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom fields for Queues
On 2/15/2007 9:15 AM, Jesse Vincent wrote: Specifically, I'm looking to set up a queue owner who gets notified of new tickets, but is not added as a Cc or AdminCc to the ticket itself. For that, create an On Create, Notify Other Recipients scrip with a template with a To: line of the people you want to notify. Thanks, wasn't sure how the Notify Other Recipients worked exactly. But I would then need to do that for each Queue, whereas if I had some way to specify the To: on the Queue itself, I could have one, global scrip. In general, it could be used for holding all sorts of information to be used by Scrips or reports. Thanks! For that, you probably want Attributes, not Custom Fields. (though CFs would work if coded) What are Attributes with a capital 'A'? Or am I reading too much into it? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] Require entry in Worked: field
On 2/15/2007 5:22 AM, Richard Ellis wrote:
We also have this in our local/html/Ticket/Update.html
if ($DefaultStatus eq 'resolved') {
# if we are resolving a ticket and there has been no time submitted,
# do not allow the ticket to resolve. must check that SubmitTicket is
# set, or we prevent the close page from loading and thus NO ticket can
# be resolved.
if ((! defined($TicketObj-TimeWorked) or $TicketObj-TimeWorked ==
0) and
$ARGS{'UpdateTimeWorked'} = 0 and
exists $ARGS{'SubmitTicket'} ) {
Abort(You cannot resolve a ticket with zero time worked. Please
reselect the ticket and try again);
}
An alternate approach would be to use JavaScript. I have done this to
make Subject a mandatory field. Both approaches have strong pluses and
minuses, and it may come down to a simple question of aesthetics. The
JavaScript approach is shown here:
http://wiki.bestpractical.com/index.cgi?MandatorySubject
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
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Re: [rt-users] CLI Question - Add Users to group per Scrip
On 2/15/2007 11:04 AM, Torsten Brumm | Kuehne + Nagel wrote:
Again just another question for the CLI Part. Has anyone a idea how to add a
set of users per scrip to a group?
Lets say, i have a list of 500 User that are needed to be member of a single
group?
I did something similar via a full perl script (as opposed to using the
CLI). Here are some excerpts (untested in this form):
#!/usr/bin/perl -w
use strict;
use lib /opt/rt3/lib;
use RT;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser);
use RT::Group;
use RT::User;
CleanEnv();
RT::LoadConfig();
RT::Init();
my($groupname) = 'FooBar';
my($group) = RT::Group-new($RT::SystemUser);
$group-LoadUserDefinedGroup($groupname);
die qq([ERROR] Cannot load group $groupname\n) unless $group-id;
my(@users) = GetListOfUsernames();
foreach my $username (@users) {
my($user) = RT::User-new($RT::SystemUser);
$user-Load($username);
die qq([ERROR] Could not load user $username -- see log for
details\n) unless $user-id;
my($status, $msg) = $Groups-{$groupname}-AddMember($user-id);
die qq([ERROR] Cannot add user $id to group $groupname - $msg\n)
unless $status;
}
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation. ==
== ==
___
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Re: [rt-users] 3.6.3 - Non-privileged users ShowTicket
On 2/14/2007 3:31 AM, Marouane HIMDI wrote: you have just to give requestor role ShowTicket right I thought I had tried that already, but evidently not -- thanks! Also, I thought that unprivileged mean that Requestor Cc roles did not apply. I guess not Thanks again! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom fields for Queues
Would this be easy to hack in? I haven't touched the schema at all, so I don't know what's involved -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Basic vs. Advanced UI - patch
I am going to have many users that will want the simplest interface possible, yet they still need to be privileged. I have a patch, as well as two additional files, to provide a way to switch between a basic interface (i.e. SelfService) and an Advanced interface (i.e. RT at a Glance) for privileged users only. There is a cookie involved which keeps track of the user's preference. The files are at: http://wiki.bestpractical.com/index.cgi?BasicVsAdvancedInterface -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip Testing
I'm currently testing a scrip that fires on ticket creation. Rather than continually creating test tickets (I'm on #4 :) is there a way to run a scrip as if a ticket had just been created, using an existing scrip? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Source of new ticket: Web or email?
Is there any way, specifically in a scrip, to determine if the ticket just created was done via the Web UI or via an email? I would like to disable auto-replies for web transactions where the requestor is also the principal (they get instant feedback; they don't need or want the additional email). Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] 3.6.3 - Non-privileged users ShowTicket
If I don't give non-privileged users the ShowTicket right, then they cannot see their own tickets. If I do, then they can see *any* ticket (by using the Goto Ticket box). Is there a happy medium? I am doing this via Global - Group Rights. I could do it via Queues - General - Group Rights, which would limit the exposure, but still not limit it to just their tickets. Thanks! -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] 3.6.3 - sorting on Custom Fields still not working?
On 2/13/2007 3:14 AM, Joop wrote: Could you post the TicketSQL for your search? You can get this from the QueryBuilder page and than 'Advanced' With this data: CF1 = Select one text field (One, Two, Three, Four, Five) CF2 = numeric # CF1 CF2 === == = 1 Four0.1 2 Two 0.1 3 Five0.1 21 Two 23 22 One 23 41 Three 3 42 Five0 55 Two 0.5 56 Two 0 Running this query: SELECT id FROM (SELECT limitquery.*,rownum limitrownum FROM (SELECT main.* FROM (SELECT main.id FROM Tickets main LEFT JOIN ObjectCustomFields ObjectCustomFields_1 ON ((ObjectCustomFields_1.ObjectId = '0')) OR (ObjectCustomFields_1.ObjectId = main.Queue)) LEFT JOIN CustomFields CustomFields_2 ON (CustomFields_2.id = ObjectCustomFields_1.CustomField)) LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_3 ON ((ObjectCustomFieldValues_3.ObjectId = main.id)) AND (ObjectCustomFieldValues_3.CustomField = CustomFields_2.id) AND ((ObjectCustomFieldValues_3.Disabled = '0')) AND ((ObjectCustomFieldValues_3.ObjectType = 'RT::Ticket'))) LEFT JOIN CustomFieldValues CustomFieldValues_4 ON ((CustomFieldValues_4.Name = ObjectCustomFieldValues_3.Content)) AND (CustomFieldValues_4.CustomField = ObjectCustomFieldValues_3.CustomField)) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND (((main.Owner = '86')) AND ((main.Status = 'new') OR (main.Status = 'open'))) GROUP BY main.id ORDER BY min(CustomFieldValues_4.SortOrder) DESC, min(ObjectCustomFieldValues_3.Content) DESC) distinctquery, Tickets main WHERE (main.id = distinctquery.id)) limitquery WHERE rownum = 10) WHERE limitrownum = 1; Results in: # CF1 CF2 === == = 3 Five0.1 42 Five0 1 Four0.1 41 Three 3 21 Two 23 55 Two 0.5 2 Two 0.1 56 Two 0 22 One 23 I confirmed that the same query run in SQL*Plus returns the same row order. Is this the Ticket SQL you were looking for: Owner = '86' AND ( Status = 'new' OR Status = 'open') Thanks for the help! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.3 - sorting on Custom Fields still not working?
On 2/12/2007 11:11 AM, Ruslan Zakirov wrote: I've applied the Joop's patch to DBIx::SearchBuilder module, please, try the latest development version from the CPAN. Thanks Joop Ruslan! I grabbed the latest version (6974) of DBIx::SearchBuilder::Handle::Oracle.pm via the web svn interface. With the new code the search reports 9 result found (correct) but only displays 5 of them, and not in the correct order. I have backed the changes out and everything is back to the way it was. Can I not take just this one file and no other recent changes in the package? If there's anything I can do to help debug this, please let me know. Thanks again! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.3 - reverting back to default query/results
On 2/9/2007 4:49 PM, Jesse Vincent wrote: On Fri, Feb 09, 2007 at 03:32:48PM -0500, Joe Casadonte wrote: Is there a way in 3.6.3 for a user to revert back to the default query and query results for the At a glance portlets? Thanks! Sure thing. There should be a reset button on their RT at a glance preferences page. Thanks, though I'm not really sure if it's doing what I want. I have two users: A and root. I changed A's query, then changed the default query via root and tried to undo the default query change by pasting back into the Advanced tab the original values that were there. Then I reverted user A with the reset button as you suggested. I'm not seeing the 'Take' link for either user A or root, though the column 'loc(Take)' does show up for both of them if I edit the At a Glance via prefs. A third user, to whom I added a column before I changed the default query as root, still has the 'Take' link. H. The Take link only gets added to the format string if I add a column, in Search/Elements/BuildFormatString. By pasting the original text in under the advanced screen, did I by-pass the BuildFormatString? The original text I pasted back is: 'a__id__/a/TITLE:#', 'a__Subject__/a/TITLE:Subject', '__QueueName__', '__ExtendedStatus__', '__CreatedRelative__', 'a__loc(Take)__/a/TITLE:nbsp; ' I've already tried getting rid of the a /a but they keep coming back If I get rid of the 'Take' link by changing the base query, how can I add it back for those few users who need it? Thanks for the help! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.3 - reverting back to default query/results
On 2/10/2007 9:18 AM, Joe Casadonte wrote: 'a__id__/a/TITLE:#', 'a__Subject__/a/TITLE:Subject', '__QueueName__', '__ExtendedStatus__', '__CreatedRelative__', 'a__loc(Take)__/a/TITLE:nbsp; ' I've already tried getting rid of the a /a but they keep coming back I should never post before breakfast -- I'm not playing with a full deck OK, I've finally figured out what the a /a are for (though in my defense, the first time I had seen them they had been encoded, due to a friendly browser cut and paste) and how to get them in there. My remaining question is how to get the word 'Take' in there, using a regular user's preferences screen. Do I have to do this via SQL? -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] 3.6.3 - Does At a Glance use COLUMN_MAP?
I'm attempting to implement some callback stuff to highlight different priorities in color (e.g. http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) but it doesn't seem to have any effect in the At a Glance query results. For regular queries, it's working, but not for At a Glance. I guess it's not used here? -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] 3.6.3 - Does At a Glance use COLUMN_MAP?
On 2/10/2007 11:04 PM, Joe Casadonte wrote: I'm attempting to implement some callback stuff to highlight different priorities in color (e.g. http://wiki.bestpractical.com/index.cgi?ShowStatusInColor) but it doesn't seem to have any effect in the At a Glance query results. For regular queries, it's working, but not for At a Glance. I guess it's not used here? Gah! Two seconds after I send the email.I was messing with 'Status' and not 'ExtendedStatus' as I should have been. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.6.3 At a Glance -- what does Link Display do?
When editing the portlets(?) Customize N newest unowned tickets, what do the Link Title fields do and/or how do I use them? No matter what I try, it never results in a change to the Show Columns field. Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.3 At a Glance - why 'Take' for users that cannot Own?
On 2/9/2007 3:01 PM, Kenneth Crocker wrote: Why not just remove that privilege (own a ticket, take a ticket, etc) from those users or group of users? I have. If they do not have those rights, the take should disappear. It does not, on the RT at a Glance screen. That's the problem -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] 3.6.3 - reverting back to default query/results
Is there a way in 3.6.3 for a user to revert back to the default query and query results for the At a glance portlets? Thanks! -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Change RT for $rtname
On 2/4/2007 4:43 PM, Glen L. Bowes wrote: Is there a way to change the string 'RT' to something different so that 'RT for bestpractical.com' under the logo on the RT main page becomes 'Tracker for bestpractical.com' for example? Copy the file: rt_install_dir/html/Elements/Logo to: rt_install_dir/local/html/Elements/Logo and edit it. I don't know if you need to restart the server, clear the cache, log out/log in or some combination of the 3 to see the change (I'm still working in devel mode, so I see the changes instantly). -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom fields are not being displayed (fwd)
On 2/2/2007 5:29 AM, Alison Downie wrote: I am trying to upgrade from 3.0.8 to 3.6.1 and it all looked OK apart from not being able to see any Custom Fields when I display a ticket. Despite giving myself the appropriate rights (AdminCustomField etc) I cannot perform I'm seeing the same thing. Under FireFox 2.0.0.1 the field appears; under IE 6.0 SP2 the field does not show up. I'm logged in as the same user. This only happens with Combobox: select or enter one value fields, though; Enter One Value fields show up fine. This is RT 3.6.3 -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] 3.6.3: User Custom Fields - do not appear in About me preferences
I added a custom field (text entry) for users, the See and Modify rights are given to Everyone. The field does not show up on the About me screen under Preferences for any user (even the root user). Should it? This is Rt 3.6.3 -- thanks! -- Regards, joe ~~~ | Joe Casadonte | [EMAIL PROTECTED] | |~~~|~~ | | Oracle Transportation Management | 1016 West Ninth Avenue | |~~~| Suite 300| | 610-491-3315| King of Prussia, PA 19406 | ~~~ ___ 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] HTTP::Server::Simple::Mason Install woes
-Server-Simple-Mason-0.09.tar.gz : make_test NO -- Regards, joe Joe Casadonte [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
