[rt-users] Previous ticket info on Queue Change
I want to move a ticket from queue A to queue B.\ I have 2 custom fields on queue B; 1 for queue name and 1 for queue number I am trying to have a script know when a new ticket is coming into this queue and capture which queue it came from. I have been searching the documentation with little success. I know the sis probably easy for perl folks, which I am not unfortunately, and in the past I have ben successful when I can see an example Can someone share if this is possible and do you have an example Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
Re: [rt-users] url encoding
Got it!!! It worked great.
Thank you so so much.
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On Jun 22, 2016, at 7:04 AM, Christian Loos <cl...@netcologne.de> wrote:
>
> OK, again a copy error, use this one
>
> https://umbc.co1.qualtrics.com/SE/?{$HTML::Mason::Commands::m->comp('/Elements/QueryString',
>SID => 'SV_4IbNK0n1unOaIEB',
>groupid => 'BSG',
>ticketid => $Ticket->Id,
>ticketowner => $Ticket->OwnerObj->EmailAddress,
>customeremail => $Ticket->RequestorAddresses,
>ticketsubject => $Ticket->Subject,
> );
> }
>
> Am 22.06.2016 um 13:00 schrieb Christian Loos:
>> OK, I now see the problem.
>>
>> Try this:
>>
>> https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString',
>>SID => 'SV_4IbNK0n1unOaIEB',
>>groupid => 'BSG',
>>ticketid => $Ticket->Id,
>>ticketowner => $Ticket->OwnerObj->EmailAddress,
>>customeremail => $Ticket->RequestorAddresses,
>>ticketsubject => $Ticket->Subject,
>> );
>> }
>
> --
> Christian Loos
>
> NETCOLOGNE Gesellschaft für Telekommunikation mbH
> Am Coloneum 9 | 50829 Köln
>
> Geschäftsführer: Jost Hermanns, Mario Wilhelm
> Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
> HRB 25580, AG Köln
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
Re: [rt-users] url encoding
I really appreciate your efforts on this and when I did this, which seemed to
look really good, I got the following error in the logs
BTW, I tried it with comp and scomp
[3056] [Wed Jun 22 11:01:32 2016] [error]: Template parsing error: Can't call
method "comp" on an undefined value at template line 13, line 2271.
Stack:
[template:13]
[/local/rt-4.2.11/sbin/../lib/RT/Template.pm:553]
[/local/rt-4.2.11/sbin/../lib/RT/Template.pm:503]
[/local/rt-4.2.11/sbin/../lib/RT/Template.pm:434]
[/local/rt-4.2.11/sbin/../lib/RT/Template.pm:414]
[/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:139]
[/local/rt-4.2.11/sbin/../lib/RT/Action/Notify.pm:69]
[/local/rt-4.2.11/sbin/../lib/RT/ScripAction.pm:223]
[/local/rt-4.2.11/sbin/../lib/RT/Scrip.pm:637]
[/local/rt-4.2.11/sbin/../lib/RT/Scrips.pm:342]
[/local/rt-4.2.11/sbin/../local/lib/RT/Transaction.pm:189]
[/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1696]
[/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2709]
[/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2411]
[/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2361]
[/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1011]
[/local/rt-4.2.11/sbin/../lib/RT/Record.pm:990]
[/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2774]
[/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2886]
[/local/rt-4.2.11/share/html/Ticket/Modify.html:97]
[/local/rt-4.2.11/share/html/Ticket/autohandler:66]
[/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:681]
[/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:369]
[/local/rt-4.2.11/share/html/autohandler:53]
(/local/rt-4.2.11/sbin/../lib/RT/Template.pm:548)
[3056] [Wed Jun 22 11:01:32 2016] [info]: #706954/12400455 - Scrip 943 UMBC-10
On Correspond for Other Recipients - Transbatch
(/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:284)
[3056] [Wed Jun 22 11:01:32 2016] [info]: No recipients found. Not sending.
(/local/rt-4.2.11/sbin/../lib/RT/Interface/Email.pm:380)
[3056] [Wed Jun 22 11:02:22 2016] [error]: Template parsing error: Can't call
method "scomp" on an undefined value at template line 13, line 2271.
Stack:
[template:13]
[/local/rt-4.2.11/sbin/../lib/RT/Template.pm:553]
[/local/rt-4.2.11/sbin/../lib/RT/Template.pm:503]
[/local/rt-4.2.11/sbin/../lib/RT/Template.pm:434]
[/local/rt-4.2.11/sbin/../lib/RT/Template.pm:414]
[/local/rt-4.2.11/sbin/../lib/RT/Action/SendEmail.pm:139]
[/local/rt-4.2.11/sbin/../lib/RT/Action/Notify.pm:69]
[/local/rt-4.2.11/sbin/../lib/RT/ScripAction.pm:223]
[/local/rt-4.2.11/sbin/../lib/RT/Scrip.pm:637]
[/local/rt-4.2.11/sbin/../lib/RT/Scrips.pm:342]
[/local/rt-4.2.11/sbin/../local/lib/RT/Transaction.pm:189]
[/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1696]
[/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2709]
[/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2411]
[/local/rt-4.2.11/sbin/../lib/RT/Ticket.pm:2361]
[/local/rt-4.2.11/sbin/../lib/RT/Record.pm:1011]
[/local/rt-4.2.11/sbin/../lib/RT/Record.pm:990]
[/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2774]
[/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:2886]
[/local/rt-4.2.11/share/html/Ticket/Modify.html:97]
[/local/rt-4.2.11/share/html/Ticket/autohandler:66]
[/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:681]
[/local/rt-4.2.11/sbin/../lib/RT/Interface/Web.pm:369]
[/local/rt-4.2.11/share/html/autohandler:53]
(/local/rt-4.2.11/sbin/../lib/RT/Template.pm:548)
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On Jun 22, 2016, at 7:00 AM, Christian Loos <cl...@netcologne.de> wrote:
>
> OK, I now see the problem.
>
> Try this:
>
> https://umbc.co1.qualtrics.com/SE/?{$m->comp('/Elements/QueryString',
>SID => 'SV_4IbNK0n1unOaIEB',
>groupid => 'BSG',
>ticketid => $Ticket->Id,
>ticketowner => $Ticket->OwnerObj->EmailAddress,
>customeremail => $Ticket->RequestorAddresses,
>ticketsubject => $Ticket->Subject,
> );
> }
>
>
>
> Am 22.06.2016 um 12:56 schrieb Joe Kirby:
>> Thank you for such a quick response
>>
>> I did what you said and it suppresses the value in the email but I am
>> still not getting the value for query_string places within the url for
>> some reason. I did remove the quotes as that was a last ditch effort the
>> last time I tried
>>
>> Here is the result with the s in from of comp
>>
>> If you agree your issue is resolved, please give us feedback on your
>> experience by completing a brief satisfaction survey:
>>
>>
>> https://umbc.co1.qualtrics.com/SE/?
>>
>>
>> Joe Kirby , Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT)
>>
Re: [rt-users] url encoding
Thank you for such a quick response
I did what you said and it suppresses the value in the email but I am still not
getting the value for query_string places within the url for some reason. I did
remove the quotes as that was a last ditch effort the last time I tried
Here is the result with the s in from of comp
If you agree your issue is resolved, please give us feedback on your experience
by completing a brief satisfaction survey:
https://umbc.co1.qualtrics.com/SE/? <https://umbc.co1.qualtrics.com/SE/?>
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On Jun 22, 2016, at 6:52 AM, Christian Loos <cl...@netcologne.de> wrote:
>
> OK, my fault ;-)
>
> Change
>
> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>
> to this (note the 's')
>
> my $query_string = $HTML::Mason::Commands::m->scomp('/Elements/QueryString',
>
> and this
>
> https://umbc.co1.qualtrics.com/SE/?{'$query_string'}
>
> should be this (no quotes)
>
> https://umbc.co1.qualtrics.com/SE/?{$query_string}
>
> Chris
>
> Am 22.06.2016 um 12:40 schrieb Joe Kirby:
>> Thank you both.
>>
>> It does do a great job of translating however it does not seem the field
>> is actually available for the command line
>>
>> Here is the full template and then the email result. Am I missing a
>> comma or something?
>>
>> TEMPLATE
>> RT-Attach-Message: Yes
>> Subject: {$Ticket->Subject} [RESOLVED]
>>
>> R e s o l u t i o n:
>> = = = = = = = = = = = = = = = = = = =
>>
>> {$Transaction->Content()}
>> _
>>
>> If you agree your issue is resolved, please give us feedback on your
>> experience by completing a brief satisfaction survey:
>>
>> {
>> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>> SID => 'SV_4IbNK0n1unOaIEB',
>> groupid => 'BSG',
>> ticketid => $Ticket->Id,
>> ticketowner => $Ticket->OwnerObj->EmailAddress,
>> customeremail => $Ticket->RequestorAddresses,
>> ticketsubject => $Ticket->Subject,
>> );
>> }
>> https://umbc.co1.qualtrics.com/SE/?{'$query_string'}
>>
>>
>> If you believe your issue has not been resolved, please respond to this
>> message, which will reopen your ticket. Note: A full record of your
>> request can be found at:
>>
>> Ticket > {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
>>
>> Thank You
>> ——
>>
>> Email result from TEMPLATE
>>
>> R e s o l u t i o n:
>> = = = = = = = = = = = = = = = = = = =
>>
>> This transaction appears to have no content
>> _
>>
>> If you agree your issue is resolved, please give us feedback on your
>> experience by completing a brief satisfaction survey:
>>
>> SID=SV_4IbNK0n1unOaIEB=jkirby%40umbc.edu
>> <http://40umbc.edu>=BSG=706954=Test%20Case%23%201234
>> https://umbc.co1.qualtrics.com/SE/?$query_string
>>
>>
>> If you believe your issue has not been resolved, please respond to this
>> message, which will reopen your ticket. Note: A full record of your
>> request can be found at:
>>
>> Ticket https://rt.umbc.edu/Ticket/Display.html?id=706954 >
>>
>> Thank You
>>
>> Joe Kirby , Assistant Vice President, Business Systems
>> Division of Information Technology (DoIT)
>> Support Response - http://www.umbc.edu/doit
>> Administration 627
>> Office - 410-455-3020
>> Email - ki...@umbc.edu <mailto:ki...@umbc.edu>
>>
>>> On Jun 22, 2016, at 5:12 AM, Christian Loos <cl...@netcologne.de
>>> <mailto:cl...@netcologne.de>> wrote:
>>>
>>> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour:
>>>> Nice idea, but is $m available in RT templates (never tried) ?
>>>
>>> You are right, you must replace line
>>>
>>> my $query_string = $m->comp('/Elements/QueryString',
>>>
>>> with
>>>
>>> my $query_string =
>>> $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>>>
>>> Chris
>>
>
> --
> Christian Loos
>
> NETCOLOGNE Gesellschaft für Telekommunikation mbH
> Am Coloneum 9 | 50829 Köln
>
> Geschäftsführer: Jost Hermanns, Mario Wilhelm
> Vorsitzender des Aufsichtsrates: Dr. Andreas Cerbe
> HRB 25580, AG Köln
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
Re: [rt-users] url encoding
Thank you both.
It does do a great job of translating however it does not seem the field is
actually available for the command line
Here is the full template and then the email result. Am I missing a comma or
something?
TEMPLATE
RT-Attach-Message: Yes
Subject: {$Ticket->Subject} [RESOLVED]
R e s o l u t i o n:
= = = = = = = = = = = = = = = = = = =
{$Transaction->Content()}
_
If you agree your issue is resolved, please give us feedback on your experience
by completing a brief satisfaction survey:
{
my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
SID => 'SV_4IbNK0n1unOaIEB',
groupid => 'BSG',
ticketid => $Ticket->Id,
ticketowner => $Ticket->OwnerObj->EmailAddress,
customeremail => $Ticket->RequestorAddresses,
ticketsubject => $Ticket->Subject,
);
}
https://umbc.co1.qualtrics.com/SE/?{'$query_string'}
If you believe your issue has not been resolved, please respond to this
message, which will reopen your ticket. Note: A full record of your request can
be found at:
Ticket Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
Thank You
——
Email result from TEMPLATE
R e s o l u t i o n:
= = = = = = = = = = = = = = = = = = =
This transaction appears to have no content
_
If you agree your issue is resolved, please give us feedback on your experience
by completing a brief satisfaction survey:
SID=SV_4IbNK0n1unOaIEB=jkirby%40umbc.edu
<http://40umbc.edu/>=BSG=706954=Test%20Case%23%201234
https://umbc.co1.qualtrics.com/SE/?$query_string
<https://umbc.co1.qualtrics.com/SE/?$query_string>
If you believe your issue has not been resolved, please respond to this
message, which will reopen your ticket. Note: A full record of your request can
be found at:
Ticket https://rt.umbc.edu/Ticket/Display.html?id=706954
<https://rt.umbc.edu/Ticket/Display.html?id=706954> >
Thank You
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On Jun 22, 2016, at 5:12 AM, Christian Loos <cl...@netcologne.de> wrote:
>
> Am 22.06.2016 um 10:59 schrieb Emmanuel Lacour:
>> Nice idea, but is $m available in RT templates (never tried) ?
>
> You are right, you must replace line
>
> my $query_string = $m->comp('/Elements/QueryString',
>
> with
>
> my $query_string = $HTML::Mason::Commands::m->comp('/Elements/QueryString',
>
> Chris
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
[rt-users] url encoding
I have a template which provides a link to our survey tool and recently I was
asked to add subject to the parts included in the url.
Since the ticket subject contains spaces, etc. that may not lend them selves to
a url
I found a way to handle spaces but then I get a subject with a # sign which
creates a short circuited subject value
Below are 2 options with the ending part(in red) differs.
The first one works but only handles spaces.
The second one would be wholistic but RT does not like the syntax. Any ideas?
Thanks
Joe
1. If you agree your issue is resolved, please give us feedback on your
experience by completing a brief satisfaction survey:
https://umbc.us2.qualtrics.com/SE/?SID=SV_etfDUq3MTISF6Ly=ITNM={$Ticket->Id}={$Ticket->OwnerObj->EmailAddress}={$Ticket->RequestorAddresses}={$Ticket->Subject=~
s/\s/\%20/gr}
2. If you agree your issue is resolved, please give us feedback on your
experience by completing a brief satisfaction survey:
https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB=BSG={$Ticket->Id}={$Ticket->OwnerObj->EmailAddress}={$Ticket->RequestorAddresses}={uri_escape($Ticket->Subject)}
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016
[rt-users] Options to use BOX for external storage in 4.4.1
UMBC leverages BOX for our cloud storage. I see the native options for Dropbox and AmazonS3 My hope was to create a folder in BOX that was only usable by RT and thus security of our BOX solution is provided via the RT ticket. In other words, if a user has access to a ticket now they can see the attachment because it is all within RT. If stored in a folder in external storage do users need access to that folder or is RT sufficient and the security within RT is still enforced. Am I assuming too much here? Thank you, Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
Re: [rt-users] Question about Comments
Thanks Matt. I will review closer as I thought we had that setup correctly but apparently not Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu > On Dec 4, 2015, at 11:48 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote: > > On Fri, Dec 4, 2015 at 10:40 AM, Joe Kirby <ki...@umbc.edu> wrote: >> Our queues are setup to not contact the requestor on a comment via email OR >> to even let the requestor see the comment. >> >> One of my power users put a comment on the ticket but included as a one-time >> cc someone who does not go into RT very often. >> >> That user actually replied back to the email which then contacted the >> requestor with both his response and the original comment. >> >> Is there a way to recognize an email coming back to RT as a response to a >> comment and suppressing any email notification etc. to the requestor? > > There are two questions you ask in the above sentence. > > A. Is there a way to recognize an email coming back to RT as a > response to a comment? > > Yes. That should happen per your configs: > > Set($CommentAddress , 'comm...@rt.d.umn.edu'); > > When comments go out (even to one-time-ccs) the reply-to address will > be whatever is configured. > > When replies to that comment come back to the system, your MTA is > configured to make those transactions comments: > > $ grep comment /etc/aliases > comment: "|/opt/rt4/bin/rt-mailgate --queue 'helpdesk' --action > 'comment' --url https://rt.d.umn.edu; > > B. And suppress any email notifications to the requestor? > > That is configured in your scrips. > > -m
[rt-users] Question about Comments
Our queues are setup to not contact the requestor on a comment via email OR to even let the requestor see the comment. One of my power users put a comment on the ticket but included as a one-time cc someone who does not go into RT very often. That user actually replied back to the email which then contacted the requestor with both his response and the original comment. Is there a way to recognize an email coming back to RT as a response to a comment and suppressing any email notification etc. to the requestor? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
Re: [rt-users] Help with a template
Matt
I appreciate the suggestion however as a non-perl programmer I am not able to
transition this to my template
I was hoping to have some command that would replace this line in the template
so the child ticket could receive all the values from the parent as I am
creating this dynamical via script/template
ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic’)}
If the code provided does that and my lack of knowledge of this scripting
language is the issue please just let me know and I will look into other options
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On Dec 1, 2015, at 5:35 PM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
>
> On Tue, Dec 1, 2015 at 4:21 PM, Joe Kirby <ki...@umbc.edu> wrote:
>> I have a need to create a child ticket and pass on the values for a shared
>> custom field.
>>
>> This works fine when passing a field which is limited to 1 value however I
>> now have a multi-value custom field and I cannot find any examples of how to
>> pass the secondary values if they exist.
>
> There are a couple of ways.
>
> 1) Use the built-in method.
>
> CustomFieldValuesAsString
>
> more about it can be found in:
>
> lib/RT/Record.pm
>
> 2) Have full control over the output.
>
> Here is an example that builds an HTML list:
>
> {
> my $cf = $Ticket->LoadCustomFieldByIdentifier('Multimedia Hub
> Equipment');
> my $equipment = $cf->ValuesForObject($Ticket)->ItemsArrayRef;
>
> $html_equipment = 'No equipment listed.';
>
> if (@$equipment > 0) {
> $html_equipment = '';
> for my $item (@$equipment) {
> my $content = $item->Content;
> RT::Interface::Web::EscapeHTML(\$content);
> $html_equipment .= ''.$content.'';
> }
> $html_equipment .= '';
> }
>
> $html_equipment;
> }
>
> Cheers,
>
> -m
Re: [rt-users] Help with a template
Thank you so much!!!
This worked great
I really do appreciate it.
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On Dec 2, 2015, at 11:14 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
>
> Hi Joe,
>
> This is a guess - as we don't make use of creating child tickets with
> templates.
>
> Replace the line, "ITNM-Topic:
> {$Tickets{'TOP'}->CustomFieldValuesAsString('ITNM-Topic’)}" with the
> following:
>
> {
> my $cf = $Tickets{TOP}->LoadCustomFieldByIdentifier('ITNM-Topic');
> my $topics = $cf->ValuesForObject($Tickets{TOP})->ItemsArrayRef;
>
> join "\n",
> map { "ITNM-Topic: " . $_->Content }
> @$topics
> ;
> }
>
> The idea here is to insert into the template a line of:
>
> ITNM-Topic: [blah]
>
> for each value in your CF.
>
> Alternatively to test things out, use the original line and an additional
> line to see if you can pass multiple values to a child ticket's CF:
>
> ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic’)}
> ITNM-Topic: testing_multiple_values
>
> Hopefully that child ticket will have two values in its ITNM-Topic CF.
>
> Hope that helps!
>
> -m
>
>
> On Wed, Dec 2, 2015 at 9:56 AM, Joe Kirby <ki...@umbc.edu
> <mailto:ki...@umbc.edu>> wrote:
> Thanks Matt
>
> When I do this ITNM-Topic:
> {$Tickets{'TOP'}->CustomFieldValuesAsString('ITNM-Topic’)} I still just get
> the first 1 in the list for the child ticket. It show fine in the parent
> ticket of course but is not transferring down to the child.
>
> I am on 4.2.11
>
> I appreciate your quick responses and ideas
>
> I included a snapshot of the parent and child in case that helped.
>
> 10.54.57 AM.png>
>
> Joe
>
> Joe Kirby , Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response - http://www.umbc.edu/doit <http://www.umbc.edu/doit>
> Administration 627
> Office - 410-455-3020
> Email - ki...@umbc.edu <mailto:ki...@umbc.edu>
>> On Dec 2, 2015, at 10:38 AM, Matt Zagrabelny <mzagr...@d.umn.edu
>> <mailto:mzagr...@d.umn.edu>> wrote:
>>
>> On Wed, Dec 2, 2015 at 9:35 AM, Joe Kirby <ki...@umbc.edu
>> <mailto:ki...@umbc.edu>> wrote:
>>> Matt
>>>
>>> I appreciate the suggestion however as a non-perl programmer I am not able
>>> to transition this to my template
>>
>> Sure.
>>
>>> I was hoping to have some command that would replace this line in the
>>> template so the child ticket could receive all the values from the parent as
>>> I am creating this dynamical via script/template
>>>
>>> ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic’)}
>>
>> Just replace the "FirstCustomFieldValue" with "CustomFieldValuesAsString".
>>
>> -m
>
>
Re: [rt-users] Help with a template
Thanks Matt
When I do this ITNM-Topic:
{$Tickets{'TOP'}->CustomFieldValuesAsString('ITNM-Topic’)} I still just get the
first 1 in the list for the child ticket. It show fine in the parent ticket of
course but is not transferring down to the child.
I am on 4.2.11
I appreciate your quick responses and ideas
I included a snapshot of the parent and child in case that helped.
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
> On Dec 2, 2015, at 10:38 AM, Matt Zagrabelny <mzagr...@d.umn.edu> wrote:
>
> On Wed, Dec 2, 2015 at 9:35 AM, Joe Kirby <ki...@umbc.edu> wrote:
>> Matt
>>
>> I appreciate the suggestion however as a non-perl programmer I am not able
>> to transition this to my template
>
> Sure.
>
>> I was hoping to have some command that would replace this line in the
>> template so the child ticket could receive all the values from the parent as
>> I am creating this dynamical via script/template
>>
>> ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic’)}
>
> Just replace the "FirstCustomFieldValue" with "CustomFieldValuesAsString".
>
> -m
[rt-users] Help with a template
I have a need to create a child ticket and pass on the values for a shared
custom field.
This works fine when passing a field which is limited to 1 value however I now
have a multi-value custom field and I cannot find any examples of how to pass
the secondary values if they exist.
Here is my current template that brings the first value
Any help is appreciated
Thanks
Joe
===Create-Ticket: DoIT-ITNM-OutReach
Subject: OutReach from: {$Tickets{'TOP'}->Subject}
Referred-To-By: {$Tickets{'TOP'}->Id}
Queue: 2234
InitialPriority: 99
FinalPriority: 99
Status: resolved
Requestor: {$Tickets{'TOP'}->RequestorAddresses}
AdminCc: {$Tickets{'TOP'}->Owner}
ITNM-Contact-Type: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Contact-Type')}
ITNM-Topic: {$Tickets{'TOP'}->FirstCustomFieldValue('ITNM-Topic')}
Content: The Online Learning team has performed an outreach and would like to
track this for planning purposes. Please refer to the linked ticket for
specific details.
ENDOFCONTENT
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
[rt-users] Option to Emulate another RT user from SuperUser
At time some folks on campus report that RT is slow for them. I try to create a test user with the same access but this does not always help me because they may have a lot of tickets or a dashboard item/report that I cannot emulate. Does RT have any built-in mechanism for SuperUser to do such a thing. We use single sign on and thus I am unable to override that. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
Re: [rt-users] Option to Emulate another RT user from SuperUser
We recently turned of Set($UseSQLForACLChecks, 1) for performance reasons. Are you saying we could have a special config in place that would allow me to access our system in non-SSO mode or would I have to cloned the db to such an area? Thanks for getting back so quickly Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu > On Nov 12, 2015, at 1:37 PM, k...@rice.edu wrote: > > On Thu, Nov 12, 2015 at 01:23:53PM -0500, Joe Kirby wrote: >> At time some folks on campus report that RT is slow for them. >> >> I try to create a test user with the same access but this does not always >> help me because they may have a lot of tickets or a dashboard item/report >> that I cannot emulate. >> >> Does RT have any built-in mechanism for SuperUser to do such a thing. >> >> We use single sign on and thus I am unable to override that. >> >> Thanks >> >> Joe >> >> Joe Kirby , Assistant Vice President, Business Systems >> Division of Information Technology (DoIT) >> Support Response - http://www.umbc.edu/doit >> Administration 627 >> Office - 410-455-3020 >> Email - ki...@umbc.edu >> > > Hi Joe, > > You might be able to set up an alternate frontend configured to use > local authentication. Then you could test with that by setting a local > password for the account. What version are you running and are you do > you have Set($UseSQLForACLChecks, 1) in your RT_SiteConfig.pm? Superuser > skips all of the access checks that regular accounts pass through. > > Regards, > Ken
[rt-users] Options for user display
UMBC is on version 4.2.11 and one of the changes when we upgraded involves what gets displayed for privileged and unprivileged users. Our previous version allowed for Name, Email, and Real Name and this was so beneficial for many reasons. We use our unique campus-id in the Name Is there an option in 4.2.11 that would allow me to have this option again? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
Re: [rt-users] Options for user display
Thank you.
I am talking about both and will look at this
thank you again for the quick response
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On Aug 20, 2015, at 11:19 AM, Matt Zagrabelny mzagr...@d.umn.edu wrote:
On Thu, Aug 20, 2015 at 9:57 AM, Joe Kirby ki...@umbc.edu wrote:
UMBC is on version 4.2.11 and one of the changes when we upgraded involves
what gets displayed for privileged and unprivileged users.
Are you talking about when the names are displayed in places like the
History or the People portlet?
If so, yes that is still possible. I've attached the site specific
module that we use for customizing the display. I haven't audited the
code in a while, so chances are the code is suboptimal, FYI.
And then these configs in your site config:
Plugin('RT::Site::UMN::Duluth::UsernameFormat');
Set($UsernameFormat, 'umd00');
Of course changing site specific things to your site.
-m
UsernameFormat.pm
[rt-users] Self Service Reports
I would like the self service reports for open and closed tickets to set desc by ticket id and even though this is our default setting in the config file the self service reports do not seem to use this setting. Can someone point me in the right direction for adjusting these 2 reports. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Help with setting RT Due Date
Alex
Thank you very much for the code snippet. It worked like a charm!!
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
Message: 9
Date: Thu, 17 Jul 2014 00:57:44 +1000
From: Alex Peters a...@peters.net
To: rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help with setting RT Due Date
Message-ID:
CAFdkmpscs5-5r=v+3utiowaz10wtdupb6rnwyjdhvt8uemm...@mail.gmail.com
Content-Type: text/plain; charset=utf-8
You can use something like:
$self-TicketObj-FirstCustomFieldValue('Need-By-Date')
to retrieve the value of the custom field. Because the custom field is
free-form text and the date could be entered in any format, it is probably
wisest to run the field through an RT::Date object (to manage the free-form
parsing via Time::ParseDate) and then apply that to the ticket:
my $date = RT::Date-new($self-TransactionObj-CreatorObj);
$date-Set(
Value = $self-TicketObj-FirstCustomFieldValue('Need-By-Date'),
Format = 'unknown',
);
$self-TicketObj-SetDue($date-ISO);
This code is untested and doesn't take into account an unparseable date. I
would guess that if the user enters an unparseable date, the Due date will
simply remain unset.
You mention errors of various kinds in your earlier post. It could be
useful to see both those errors and the code triggering those errors.
On 17 July 2014 00:45, Alex Peters a...@peters.net wrote:
-- Forwarded message --
From: Joe Kirby ki...@umbc.edu
Date: 16 July 2014 21:24
Subject: Re: [rt-users] Help with setting RT Due Date
To: Alex Peters a...@peters.net
Thank you. I had forgotten that but in the end I still have the issue of
trying to update the due date from a CF because I have a web form that
captures this data and I need to populate the due date field
Thank you for responding
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On Jul 15, 2014, at 10:16 PM, Alex Peters a...@peters.net wrote:
Entry of due date is possible at ticket creation by clicking the Details
tab at the top right of the form.
On 16/07/2014 6:50 am, Joe Kirby ki...@umbc.edu wrote:
I have a need to prompt the user for the desired need by date at ticket
creation. I did not see how to use the RT due date so I created a field
called Need-By-Date and set it up as Mandatory and Select Date.
I need to set the RT Due Date to this value and I keep getting errors of
various kinds.
I did look through the wiki and found AddDays, etc. functions but really
did not see anything that would achieve this.
Can you help?
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
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[rt-users] Help with setting RT Due Date
I have a need to prompt the user for the desired need by date at ticket creation. I did not see how to use the RT due date so I created a field called Need-By-Date and set it up as Mandatory and Select Date. I need to set the RT Due Date to this value and I keep getting errors of various kinds. I did look through the wiki and found AddDays, etc. functions but really did not see anything that would achieve this. Can you help? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Identification of a constant running query
The following query runs an average of 20,000 times per hour. We are unable to determine if this is Quick Search or some other report written that is being refreshed forever. Any ideas? Thanks Joe SELECT main.* FROM ( SELECT DISTINCT main.id FROM Users main JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Principals_1.id ) WHERE (Principals_1.Disabled = '0') AND (CachedGroupMembers_2.GroupId = '919190') AND (CachedGroupMembers_2.Disabled = '0') AND (lower(Principals_1.PrincipalType) = 'user') ) distinctquery, Users main WHERE (main.id = distinctquery.id) ORDER BY main.Name ASC Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Config setting
I am experiencing rather poor performance when I try to open a ticket. We are
also seeing search results paint the screen very slowly in chunks.
My sys admins do not see anything in the system or db indicating why this would
be. We have observed a large number for our transactions (6,403,137) and groups
(1,830,636)
I noticed that a line in my config, which is not in my test system, that I
cannot understand what it may want me to do.
Any suggestions very welcomed.
Thank You
Joe
It is
QueueCacheNeedsUpdate '1399672643'
Here are the items before and after.
SavedSearch {
'Order' = 'DESC|DESC|ASC|ASC',
'Query' = 'Owner = \'__CurrentUser__\' AND ( Status = \'resolved\'
)',
'SearchType' = 'Ticket',
'OrderBy' = 'LastUpdated|||',
'RowsPerPage' = '10',
'Format' = '\'a
href=__WebPath__/Ticket/Display.html?id=__idid__/a/TITLE:#\',
\'__Requestors__\',
\'a
href=__WebPath__/Ticket/Display.html?id=__idSubject__/a/TITLE:Subject\',
\'__LastUpdated__\''
}
QueueCacheNeedsUpdate '1399672643'
SavedSearch {
'Order' = 'ASC|ASC|ASC|ASC',
'Query' = 'Queue = \'SPAM\' AND Created = \'Today\'',
'SearchType' = 'Ticket',
'OrderBy' =
'CustomField.{SPAM-Origin}|Created|Requestor.EmailAddress|',
'Format' = '\'a
href=/Ticket/Display.html?id=__idid__/a/TITLE:#\',
\'__Requestors__\',
\'a href=/Ticket/Display.html?id=__idSubject__/a/TITLE:Subject\',
\'__ExtendedStatus__\',
\'__CreatedRelative__\',
\'__LastUpdatedRelative__\',
\'__CustomField.{SPAM-Origin}__\'',
'RowsPerPage' = '100'
}
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
--
RT Training - Dallas May 20-21
http://bestpractical.com/training
[rt-users] How to use queue number instead of queue name for child ticket template
I have converted my scripts to use the queue number instead of the queue name
and this makes life much better as some of my end users insist on adjusting the
queue names from time to time.
Below is a copy of a template I have that works great but requires the queue
name, or at least I have not been able to find anything else that shows how to
do it. I have tried placing the queue number in with no success.
Any ideas?
Joe
===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Referral to Counselor from Walk-In:{$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
FAID-Last-Name-Grouping-Web:
{$Tickets{'TOP'}-FirstCustomFieldValue('FAID-Last-Name-Grouping-Web')}
FAID-Last-Name-Grouping:
{$Tickets{'TOP'}-FirstCustomFieldValue('FAID-Last-Name-Grouping')}
FAID-Referral-Preference:
{$Tickets{'TOP'}-FirstCustomFieldValue('FAID-Referral-Preference')}
FAID-Web-Name: {$Tickets{'TOP'}-FirstCustomFieldValue('FAID-Web-Name')}
Content: This request is a referral from a walk-in customer for Financial Aid
and Scholarships. The initial ticket has been closed but linked to this ticket
for any pertinent information
ENDOFCONTENT
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
Re: [rt-users] rt-users Digest, Vol 113, Issue 20
Thank You! and will do with replies Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu On Aug 14, 2013, at 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote: Send rt-users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-requ...@lists.bestpractical.com You can reach the person managing the list at rt-users-ow...@lists.bestpractical.com When replying, please edit your Subject line so it is more specific than Re: Contents of rt-users digest... Today's Topics: 1. Re: Modify CF dropdown list from external DB based off of another CFs value (Joe Harris) 2. Re: MySQL issue - Windows vs. Linux - Table name (Cena, Stephen (ext. 300)) 3. Re: RT-at-a-Glance Saved Searches not showing RT System searches (Kevin Falcone) 4. Re: sendmailpipe returns EX_TEMPFAIL (Kevin Falcone) 5. Re: Re-send a previously attached attachment? (Kevin Falcone) 6. Re: sendmailpipe returns EX_TEMPFAIL (Thomas Sibley) 7. Groups in LDAP (Donny Brooks) 8. RT4 and GIT; RT4 and Eclipse (Lisa Tomalty) -- Message: 1 Date: Wed, 14 Aug 2013 07:23:23 -0400 From: Joe Harris drey...@gmail.com To: scott.dalzell scott.dalz...@aveva.com Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] Modify CF dropdown list from external DB based off of another CFs value Message-ID: cabowt8tu411hzlzu2bjqw09cg2d_bf57oe_esjjc-lk_7ms...@mail.gmail.com Content-Type: text/plain; charset=iso-8859-1 I had a similar need. But instead of connecting to an external database from within RT, I put together 2 scripts to check for content change and dump and load my custom fields in cron. In my case, I was pulling time sheet codes which are: client_project and task_code. Each client_project has specific task_codes so task_codes is dependent on client_project. Mine is probably way more complicated than you need and could be done easier in perl. I'm a bash man at heart so here is my method. They could be run from one script as long as the server has access to get to both databases. Since custom fields are added to transactions as the actual field values (and not relational by id's) this was the best way foe me to get this done. During the day if the finance department adds or removes codes, within an hour the RT system is updated. Also in my case, client_project and task_code are each concatenated from 4 fields in my original search (fields 1 and 2 make up client_project and fields 3 and 4 make up task_code). Hope this helps in some way and apologies for the long message... The first script is run on the external server and creates a load file. This script is run every hour between 8am and 5pm from cron. #!/bin/bash NEWFILE=/tmp/codes.txt OLDFILE=/tmp/codes.last /bin/mv $NEWFILE $OLDFILE /usr/bin/psql -A -t -c select field1,field2 from table where criteria like 'your_criteria' -U postgres_user databasename $NEWFILE if /usr/bin/diff $NEWFILE $OLDFILE /dev/null ; then echo NoChanges /tmp/codes.status else echo Changes /tmp/codes.status fi Then on another server, I look at the codes.status file and check for changes. If there are, I pull over the file and dump and load the customfieldvalues table where the customfield is in my case 1 and 2. This script is run 5 minutes after the other one. #!/bin/bash HOME=/path/to/scripts STATUSFILE=/tmp/codes.status LOADFILE=/tmp/codes.txt LASTFILE=/tmp/codes.txt LOGFILE=$HOME/codes.log PGSERVER=RT_PGSERVERNAME_REDACTED PGUSER=RT_USER_REDACTED PGDB=RT_DBNAME_REDACTED TODAY=`date +%Y-%m-%d-%H:%M:%S` echo Starting script at $TODAY # Start logging exec (tee $LOGFILE) exec 21 #Fetch status file scp root@EXT_SERVERNAME_REDACTED:$STATUSFILE /tmp/ STATUS=`cat $STATUSFILE` echo $STATUS $LOGFILE if [ $STATUS == Changes ] ; then echo Making Changes $LOGFILE # Fetch update file scp root@EXT_SERVERNAME_REDACTED:$LOADFILE /tmp/ # Clean up previous sql load files and remove the old custom fields rm -f $HOME/client_project.* rm -f $HOME/task_code.* rm -f $HOME/sequence.tmp mv $HOME/client_project_backup $HOME/client_project_backup-$TODAY psql -A -t -c select * from customfieldvalues where customfield='1' -h $PGSERVER -U $PGUSER $PGDB $HOME/client_project_backup psql -A -t -c select * from customfieldvalues where customfield='2' -h $PGSERVER -U $PGUSER $PGDB $HOME/task_code_backup psql -A -c delete from customfieldvalues where customfield='1' -h $PGSERVER -U $PGUSER $PGDB
[rt-users] RT-at-a-Glance Saved Searches not showing RT System searches
Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu On Aug 9, 2013, at 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote: Send rt-users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-requ...@lists.bestpractical.com You can reach the person managing the list at rt-users-ow...@lists.bestpractical.com When replying, please edit your Subject line so it is more specific than Re: Contents of rt-users digest... Today's Topics: 1. Lost Root Password (Dennis Comeaux) 2. Re: Migration Prep (Paul O'Rorke) 3. Re: nginx / varnish / apache with RT? (Asif Iqbal) 4. Searching for a string (Bryon Baker) 5. Re: custom fields on dashboard for new tickets? (window camera) 6. RT-at-a-Glance Saved Searches not showing RT System searches (Joe Kirby) 7. Re: Migration Prep (Paul O'Rorke) 8. Re: error when replace bpslogo.png file (Chrilly Cheng) 9. Re: Migration Prep (Paul O'Rorke) 10. Re: Searching for a string (Nathan Cutler) -- Message: 1 Date: Thu, 8 Aug 2013 11:43:47 -0500 From: Dennis Comeaux dennis.come...@gmail.com To: rt-users@lists.bestpractical.com Subject: [rt-users] Lost Root Password Message-ID: cap52nhm2w_oswzwypr9zyi1dqf7z811pe2tchnzwm6kztg1...@mail.gmail.com Content-Type: text/plain; charset=utf-8 Another one of these threads. * Root password for Linux known * RT 3.8.4 * http://requesttracker.wikia.com/wiki/RecoverRootPassword didn't work * we have httpd restrictions on the website taht require login that authenticates against an ldap server * other users can login... but we can't get in as root and root doesn't seem to have an account on the ldap server Anyone have ideas? It looks like RT takes the userid and auth from ldap as well. Can I just make a different account admin level? I need to just move some users around from one queue to another. I know its the ldap auth. -- il n'y a pas de libert? s'il y a d?pendance --Theobalt -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20130808/941e8d25/attachment-0001.html -- Message: 2 Date: Thu, 08 Aug 2013 10:41:52 -0700 From: Paul O'Rorke p...@tracker-software.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Migration Prep Message-ID: 5203d860.5000...@tracker-software.com Content-Type: text/plain; charset=utf-8; Format=flowed Just a heads up that running the make upgrade-database on an upgrade from 3.8.4 to 4.0.17 worked flawlessly once I successfully restored the DB from mysqldump. Thanks for the help and more importantly thanks for fixing that script. :-) *Paul O?Rorke* Tracker Software Products p...@tracker-software.com mailto:paul.oro...@tracker-software.com On 8/2/2013 10:23 AM, Thomas Sibley wrote: On 08/02/2013 10:04 AM, Kevin Falcone wrote: On Fri, Aug 02, 2013 at 12:49:47PM -0400, Asif Iqbal wrote: Please show a log of your make upgrade-database step * 3.9.8 * 4.0.1 That's definitely skipping steps. It should read: * 3.9.8 * 4.0.0rc2 * 4.0.0rc4 * 4.0.0rc7 * 4.0.1 Paul and Asif, you've helped uncover a regression in RT's upgrade logic beginning in 4.0.14. It only affects folks who are upgrading from an RT 3.8.x (or older) install to 4.0.14 or higher. If you're upgrading from 4.0.0 or higher, you're unaffected. 4.0.17 will be out shortly to correct this regression. Thanks for your time spent debugging on the list. -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20130808/b599c0c8/attachment-0001.html -- Message: 3 Date: Thu, 8 Aug 2013 15:28:54 -0400 From: Asif Iqbal vad...@gmail.com To: k...@rice.edu k...@rice.edu Cc: rt-users Users rt-users@lists.bestpractical.com,Chris Herrmann chrisherrma...@gmail.com Subject: Re: [rt-users] nginx / varnish / apache with RT? Message-ID: caohbbgx4d_bgbicfkdhgllsecfehf3sz9eihopt0nnwb90x...@mail.gmail.com Content-Type: text/plain; charset=iso-8859-1 On Tue, Aug 6, 2013 at 12:15 PM, Asif Iqbal vad...@gmail.com wrote: care to share your nginx/fascgi config ? I am seeing one in the http://bestpractical.com/docs/rt/latest/web_deployment.html#nginx as a start. I used that from doc with an exception of adding some ssl options and adding fastcgi_param HTTPS on; It works
[rt-users] RT-at-a-Glance Saved Searches not showing RT System searches
I would like to know how to make RT System Searches show when the Saved Searches is added to RT-at-a-Glance. This is a great feature for My Closed Tickets type reports that are really not needed on the page as its own. At this time it seems like only SuperUser gets these. Is there a setting that would allow this? Thanks in advance Joe
Re: [rt-users] Want to pass a CF value to a child ticket in a different queue
Rus
Thank you so much. I had not seen this info before and it did solve my issue.
Not being a programmer did challenge me on how to relate the actual value but
more searching proved fruitful.
Thanks you again very much.
BTW, here is the final template that works great!
===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Referral to Counselor from Walk-In:{$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
FAID-Last-Name-Grouping-Web:
{$Tickets{'TOP'}-FirstCustomFieldValue('FAID-Last-Name-Grouping-Web')}
Content: This request is a referral from a walk-in customer for Financial Aid
and Scholarships. The initial ticket has been closed but linked to this ticket
for any pertinent information
ENDOFCONTENT
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On May 9, 2013, at 4:53 PM, Ruslan Zakirov wrote:
On Thu, May 9, 2013 at 5:13 AM, Joe Kirby ki...@umbc.edu wrote:
Below is a template that works great for creating a child ticket automatically
===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
Content: This request is a referral from a walk-in customer for Financial Aid
and Scholarships. The initial ticket has been closed but linked to this
ticket for any pertinent information
ENDOFCONTENT
I have searched the wiki looking for an example of how I can pass a custom
field value from a parent to the child.
I was hoping if I assigned the custom fields to both queues, the parent and
the child queues, then I could pass the value from the parent to the child
via this template.
Can anyone suggest a solution.
Have you looked at documentation?
http://bestpractical.com/rt/docs/latest/RT/Action/CreateTickets.html#Acceptable-Fields
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
--
Best regards, Ruslan.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Want to pass a CF value to a child ticket in a different queue
Below is a template that works great for creating a child ticket automatically
===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Referral to Counselor from Walk-In::{$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
Content: This request is a referral from a walk-in customer for Financial Aid
and Scholarships. The initial ticket has been closed but linked to this ticket
for any pertinent information
ENDOFCONTENT
I have searched the wiki looking for an example of how I can pass a custom
field value from a parent to the child.
I was hoping if I assigned the custom fields to both queues, the parent and the
child queues, then I could pass the value from the parent to the child via this
template.
Can anyone suggest a solution.
Thanks
Joe
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Issue with creating linked tickets automatically
I have a extension installed to allow a template to create linked tickets in
certain situations.
Everything seems to work great except the query tool does not recognize the
tickets in the queue.
If I go into the parent and see the children and vice versa. If I use the
ticket number all is good
It just does not show up in any of the reports when selected. This is not an
issue when I manually create the link ticket.
I am 4.0.6 and here is the template I am using the following template with a
script that has the action of create tickets using this template.
If I am missing a line or a command that is causing the queue to not be visible
please advise.
===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Financial Aid and Scholarships - Referral has been requested from a
Phone request for {$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
Type: approval
Content: This request is a referral from a phone customer for Financial Aid and
Scholarships. The initial ticket has been closed but linked to this ticket for
any pertinent information
ENDOFCONTENT
Thanks
Joe
Also: Note to Rus. I am having the Commandbymail extension added this coming
week. Thank you very much for the suggestion
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
[rt-users] Script help
I have a situation where a php web form is sending an email to RT with some custom field values. The requestor of the ticket will be the email provided in the web form. I would alike to take the value set for a custom field and set the owner of the ticket to this value. I have tried a few scenarios from the scripts available via contributions on the wiki. I am not having any luck. We use the extractCF extension to get the field but I just do not understand how to equate this value of the CF to the owner. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Type of correspondence depending on status?
Some of my users have pointed out that once a ticket is resolved and they put up a comment it gets treated as a correspondence and then many things, including the re-opening of a ticket, occurs. Even though the script condition is on correspondence and they put up a comment the system seems to convert the type to correspondence. Is this by design or is there a setting we need to redo? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
Re: [rt-users] Type of correspondence depending on status?
Rus We do have some global scripts which notify owner on a comment to ensure they are aware if someone else with capabilities added a comment. There is also 1 to notify the Admin CC group if no one is the owner. Does having a notification tied to a script for a comment alter anything. Like I said it performs fine when the ticket is open however when a ticket is resolved and someone goes in to make a comment the history even shows it as a Correspondence. I actually did it today to verify. Created a ticket, put on a reply and then a comment and both showed correctly. Closed the ticket and then put a comment on it and it opens the ticket and logs it as a correspondence. We are pretty good about not altering delivered code and we are on 4.0.6 We have added several of the extensions but they are mostly around mandatory items like subject, etc. Thanks for such a quick reply Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu On Mar 21, 2013, at 5:26 PM, Ruslan Zakirov wrote: On Thu, Mar 21, 2013 at 11:16 PM, Joe Kirby ki...@umbc.edu wrote: Some of my users have pointed out that once a ticket is resolved and they put up a comment it gets treated as a correspondence and then many things, including the re-opening of a ticket, occurs. Even though the script condition is on correspondence and they put up a comment the system seems to convert the type to correspondence. Is this by design or is there a setting we need to redo? Reply (Correspond) does re-open resolved tickets, but comment shouldn't. RT doesn't convert comments to corresponds out of the box. I think it's some local customization either in code or scrips (auto-open is a scrip). Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu -- Best regards, Ruslan.
Re: [rt-users] Mandatory Fields enforcement
On Feb 25, 2013, at 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote: -- Message: 2 Date: Mon, 25 Feb 2013 10:29:31 +0100 From: Emmanuel Lacour elac...@easter-eggs.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mandatory Fields enforcement Message-ID: 20130225092931.gd4...@easter-eggs.com Content-Type: text/plain; charset=iso-8859-1 On Fri, Feb 22, 2013 at 07:03:48AM -0500, Joe Kirby wrote: I have installed the extension, with help from Rus (Thank You), to require mandatory fields be filled in prior to a response or comment. Is there a way to enforce this on any update except the queue change? I have situations where a ticket is created in queue A which has no CF's and then transferred to queue B which has 1 to many mandatory CF's.? In order to maintain the integrity of the CF's value I need to make sure folks are updating.? Yes I have asked, etc. but they just get going so fast they do not always remember. What about enforcing to fill those fields at the resolved stage? I have that in place now as an outcome of the Extension for correspondence but I was hoping to have it done much earlier in the process for reporting purposes and also not to slow down the resolution process Thanks for your post. Joe -- Easter-eggs Sp?cialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - M?tro Gait? Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Saved Searches Clean out process
Over the years quite a few saved searches have been created and I was wondering if there is a mechanism to identify saved searches not on any users RT-at-a-Glance. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Mandatory Fields enforcement
I have installed the extension, with help from Rus (Thank You), to require mandatory fields be filled in prior to a response or comment. Is there a way to enforce this on any update except the queue change? I have situations where a ticket is created in queue A which has no CF's and then transferred to queue B which has 1 to many mandatory CF's. In order to maintain the integrity of the CF's value I need to make sure folks are updating. Yes I have asked, etc. but they just get going so fast they do not always remember. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Help with RT-at-a-Glance
I have a really weird thing going on. Version 4.0.6 for RT-at-a-Glance reports. I have the limit set to 10 on several reports and on 1 users screen there are many reports of 10 or less depending on the number of items eligible. I have the same reports on another user and the 10 limit is ignored on some of the reports and the reports show 100. I cannot see any difference in their setups etc. Any ideas? I have adjusted the limit to 5 on the options screen available to a user and also verified that Search option available to each user is set to 10. Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Please ignore last request for Help with RT-at-a-Glance
I work with this off and on for over an hour and just saw my issue. on the user preference to setup RT-at-a-Glance there is also an option for number of rows and it was set to 100 I am sorry to have bothered you on this matter Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Multiple emails for a single user
I have been searching topics on the Merge User feature and I still am not clear if there is an option in RT to have 2 different emails refer to a single user. I have an unusual case where a remote set of users have their own emails from their home campuses but also, for authentication purposes, have an email with my university. They submit tickets via email most of the time and I cannot ensure which email address they are sending from but I want them to be able to see all tickets associated with either email when they log into RT. Is this even possible. I am on 4.0.6 Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Live on 4.0.6 today and question about Child tickets (Joe Kirby)
Please forgive my previous post. I was under the impression that the option to create child tickets in a different queue was a delivered function in 4.0.5 When I did not hear back from the list I did more research and discovered that my person had originally installed an extension and we forgot it when we migrated to production. My apologies for the post. The extension, which works very nicely by the way, is http://requesttracker.wikia.com/wiki/SpawnChildTicket Thank you very much for all your help. great community Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Live on 4.0.6 today and question about Child tickets
We started in v4.0.5 for our upgrade and when someone wanted to create a linked ticket there was an option to select which queue the new child/linked ticket would be created in. We upgrade our dev to 4.0.6 last week to get the security paths available and now it seems that the linking is like it was in 3.8.7 where it assumes you are creating the child ticket in the same queue I do not think we changed anything by design, however, we did have to apply a patch to or Fastcgi module to allow for queue changes as without it the system was crashing Any ideas from the group? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Unprivileged User Questions
I am in the midst of testing the 4.0.5 version for go live next week and have been asked by our community about the following 2 questions. I actually posted 1 a few weeks back and I am wondering if I was too vague. 1. An Unprivileged user can create a ticket and add a cc at that time, however once the ticket is created and they want to continue correspondence (as the Unprivileged user Requestor) and add additional cc's like Privileged users can there is no cc line. I did hear back from Ruslan about a config option but was unable to determine which config option would apply. Is this possible? 2. When signed in as an Unprivileged user and I attempt to Show outgoing mail it takes me back to RT-at-a-Glance even though Requestors have the 'View exact outgoing email messages and their recipients' (ShowOutgoingEmail) attribute. In 4.0.5 it is more obvious to me that RT may not allow this for Unprivileged user since it is not a General right. Are there any config settings I can set to allow this? Thanks so much for all the help you all have provided over the years. Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] CC Options for UnPrivileged Users
How would I adjust RT setup to allow for the requestor to include a CC for ongoing correspondence Any ideas welcomed Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Auto Create a child ticket via RT scripts available from Queue Management page
I have a situation where I need, upon creation of a ticket in a queue, to create a child ticket in a different queue (actually I need to create 2 child tickets) I looked at the ForkIntoNewTicket contribution and I am not 100% sure how to use this script. I work in the area under scripts for the Queue which is all inside of RT and was hoping I could create a script condition of OnCreate with a User Defined action but this seems to be much more complicated I do have someone on the web team who gives me some support (outside of my area) but I wanted to see if there are any options out there before I get him involved as he does not have many spare cycles for this kind of work. I am on 3.8.7 moving to 4.0.5 in June I do not need the ticket to cascade attachments and I could even have it force a requestor if that makes it easier. The subject is my main concern after linking. My main goal is to create 2 tickets which are linked to the original ticket but in different queues My lack of web programming is most likely my impediment here and if that is the case I will take the advise of the group and explore with the web developer Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
Re: [rt-users] Subject in Template options
Thanks Kenn I use the templates for several things and my guess is that the term Subject: located in the Content part of the setup for Template is like a Reserved Word and must be present for an email to work We use Gmail at UMBC and the threading option is driving some folks nuts because the subject of the email is always the queue name + ticket id then what I really want I realize this is an off the wall item but the gmail threads do weird things with this. I turned mine off but many seem to like them Thanks again for all your support in these matters Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu On Mar 1, 2012, at 10:16 PM, rt-users-requ...@lists.bestpractical.com wrote: Re: [rt-users] Subject in Template options RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Subject in Template options
Here is the setup within the Content area for my global template.
Thank you very much
Joe
Subject: AutoReply: {$Ticket-Subject}
Greetings,
This message has been automatically generated in response to the
creation of a ticket regarding:
-
Subject: {$Ticket-Subject()},
Message: {$Transaction-Content()}
-
There is no need to reply to this message right now.
Your ticket has been assigned an ID of [{$Ticket-QueueObj-SubjectTag ||
$rtname} #{$Ticket-id()}] or you can go there directly by clicking the link
below.
Ticket URL: {RT-Config-Get('WebURL')}Ticket/Display.html?id={$Ticket-id}
You can login to view your open tickets at any time by visiting
http://my.umbc.edu and clicking on Help and Request Help.
Alternately you can click on http://my.umbc.edu/help/request
Thank you
Here is a copy of the email generated
Subject: [RT - Request Tracker #144013] AutoReply: test for attachement
From: via RT umbch...@rt.umbc.edu
Reply-To: umbch...@rt.umbc.edu
In-Reply-To:
References: rt-ticket-144...@rt.umbc.edu
Message-ID: rt-3.8.7-20235-1330636726-1672.144013-...@rt.umbc.edu
Precedence: bulk
X-RT-Loop-Prevention: rt.umbc.edu
RT-Ticket: rt.umbc.edu #144013
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: ki...@umbc.edu
Auto-Submitted: auto-replied
To: ki...@umbc.edu
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=utf-8
X-RT-Original-Encoding: utf-8
Date: Thu, 1 Mar 2012 16:18:46 -0500
Greetings,
This message has been automatically generated in response to the
creation of a ticket regarding:
-
Subject: test for attachement,
Message: test options for attachments
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
-
There is no need to reply to this message right now.
Your ticket has been assigned an ID of [RT - Request Tracker #144013] or you
can go there directly by clicking the link below.
Ticket URL: https://rt.umbc.edu/Ticket/Display.html?id=144013
You can login to view your open tickets at any time by visiting
http://my.umbc.edu and clicking on Help and Request Help.
Alternately you can click on http://my.umbc.edu/help/request
Thank you
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
On Mar 2, 2012, at 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote:
Re: [rt-users] Subject in Template options
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Attachment Management within a ticket
Is there a way via RT to actually remove an attachment? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Subject in Template options
UMBC has a need to have the subject of an email option only the ticket id and subject of the ticket. The Subject: seems to be required for templates to work and that seems to always place Ticket id Queue name and our group does not want to see the queue Is this is possible? Thanks joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 3.8.7 Patch?
Rusian We just moved this into production and all is fine now. Thank you very much Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu On Dec 16, 2011, at 8:19 AM, Ruslan Zakirov wrote: Hello Joe, On Fri, Dec 16, 2011 at 16:40, Joe Kirby ki...@umbc.edu wrote: UMBC is working on an upgrade to 4.04 however we will not go live until after our Spring 2012 semester ends, May 2012 We are experiencing a situation where the sort order of our Custom Fields is not being honored when presented and I have a need to have this work in 3.8.7 or a version I can upgrade to with very little impact on the user community. A patch would be preferable We are running on Solaris with Oracle 10g. This particular queue requires 6 CF's Ideas? Does your policy allows to update DBIx::SearchBuilder module and RT to 3.8.latest? Thanks in advance Joe -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 3.8.7 Patch?
UMBC is working on an upgrade to 4.04 however we will not go live until after our Spring 2012 semester ends, May 2012 We are experiencing a situation where the sort order of our Custom Fields is not being honored when presented and I have a need to have this work in 3.8.7 or a version I can upgrade to with very little impact on the user community. A patch would be preferable We are running on Solaris with Oracle 10g. This particular queue requires 6 CF's Ideas? Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 4.04 and Articles
Our organization has not used RTFM at all and when I begin to explore Articles within RT 4.04 I see a couple of things that I think may be our lack of experience with this aspect. 1. There does not seem to be a way for me to add any Content since it is always just a header and no box for entry 2. When I try to extract an article from and existing ticket I get all the History with an apparent option to select which comments or replies I am interested in however there is nothing in the drop down menu for selecting so I can only add all history by hitting Create at the bottom of the screen Is there a good doc area for Articles that I may use to assist me in RT 4.04 setup? This really looks cool and I think it will really help our users Thanks again for all the support given via this list serve Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Help with Attachment for correspondence
Thank you. Although I did have RT-Attach-Message: Yes in the Template I added a Subject line in front of it and I now know that had an impact Thank you again Joe Message: 9 Date: Mon, 12 Dec 2011 15:48:32 -0500 From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Attachment for correspondence Message-ID: 20111212204832.gh9...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Mon, Dec 12, 2011 at 03:13:07PM -0500, Joe Kirby wrote: We have RT Reply setup to send ticket info to the user in addition to the content. I have been requested to also include attachments when corresponding so that someone does not have to actually bring up the ticket to view the attachment but can look at the email generated by RT for the correspondence including any attachment(s) I have research several areas in the wiki with no luck. Is this possible and if so can you share the code or template Sounds like you removed RT-Attach-Message: Yes from your Correspondence templates. It ships with the default RT install. -kevin Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Help with Attachment for correspondence
We have RT Reply setup to send ticket info to the user in addition to the content. I have been requested to also include attachments when corresponding so that someone does not have to actually bring up the ticket to view the attachment but can look at the email generated by RT for the correspondence including any attachment(s) I have research several areas in the wiki with no luck. Is this possible and if so can you share the code or template Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] UnPrivileged User Option for Reply
I have an end user who has the ability to Reply as Requestor however he also wants to add a cc and although this is an option for Privileged Users it does not appear to be an option for Self Service (Unprivileged Users) Is there a setting I can adjust or is this the way it is Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA
[rt-users] Custom Field Order issue
Field Order issue Message-ID: 20110919135813.gm1...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Sat, Sep 17, 2011 at 01:13:06PM -0400, Joe Kirby wrote: I have 2 cf's on a screen and I cannot get the screens to recognize the order I want even though it would appear I have it setup right when I am in the queue admin screen under Custom Fields Any ideas. The newer one is desired to show ahead of the old one as I have then linked via the category option Joe - I don't remember what version you're running, but that sounds like a bug we fixed for non-mysql databases around the middle of the 3.8 series. -kevin -- next part -- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20110919/16ebbcf5/attachment.pgp -- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 90, Issue 59 -- -- Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Custom Field Order issue
I have 2 cf's on a screen and I cannot get the screens to recognize the order I want even though it would appear I have it setup right when I am in the queue admin screen under Custom Fields Any ideas. The newer one is desired to show ahead of the old one as I have then linked via the category option Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT-Users Digest, Vol 90, Issue 38
Sent from my iPhone
On Sep 14, 2011, at 5:25 AM, rt-users-requ...@lists.bestpractical.com wrote:
Send RT-Users mailing list submissions to
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When replying, please edit your Subject line so it is more specific
than Re: Contents of RT-Users digest...
Today's Topics:
1. Re: Radio buttons in 4.0 (Kevin Falcone)
2. Re: Multiple value match for attr_match_list (Kevin Falcone)
3. (no subject) (Chris Collison)
4. Custom user feedback rate (Rocel M. Lacida)
5. Custom Field Sub-list (gianfranco.ro...@emc.com)
6. Re: Custom Field Sub-list (Ruslan Zakirov)
--
Message: 1
Date: Tue, 13 Sep 2011 18:43:06 -0400
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Radio buttons in 4.0
Message-ID: 20110913224306.gv71...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Tue, Sep 13, 2011 at 03:09:03PM -0700, Yan Seiner wrote:
I'm playing with radio buttons in 4.0. I can configure them as Yes/No but
I end up with 3 - No Value | Yes | No. Is there any way to get rid of the
No Value button?
Nope.
-kevin
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Message: 2
Date: Tue, 13 Sep 2011 18:47:33 -0400
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Multiple value match for attr_match_list
Message-ID: 20110913224733.gw71...@jibsheet.com
Content-Type: text/plain; charset=us-ascii
On Tue, Sep 13, 2011 at 03:18:16PM -0700, Hossein Rafighi wrote:
Much appreciated. Using alternate email addresses instead of alternate
uids sounds even
better. Is this url:
[1]http://requesttracker.wikia.com/wiki/AutoCreateAndCanonicalizeUserInfo
what I need? If not, can you please point me to a page where step-by-step
instruction is.
Nope, that page is about 5 years out of date and won't work with any
modern version of RT. Thanks for pointing it out, I've added the
relevant warning flags.
As I mentioned, it's a branch in the github repo for
RT-Authen-ExternalAuth. There are no step by step instructions for
setting it up. You'd need to be comfortable making a git clone and
switching branches and reading the updated documentation. You can
find the github repo https://github.com/bestpractical/rt-authen-externalauth
-kevin
On Tue, Sep 13, 2011 at 12:04:44PM -0700, Hossein Rafighi wrote:
Hi all,
We have RT4.0 with RT::Authen::ExternalAuth. In attr_match_list
section we have:
'attr_match_list' = ['Name',
'EmailAddress',
'RealName',
],
You really don't want RealName there, otherwise
RT::Authen::ExternalAuth will disallow two people named Bob Smith.
'attr_map'= { 'Name' = 'uid',
'EmailAddress' = 'mail',
'RealName' = 'cn',
}
However, on our ldap (openldap) a typical user has a uid and cn. For
instance, my info on the ldap is:
dn: uid=hossein,ou=People,o=TRIUMF
uid: hossein
cn: Hossein Rafighi
sn: Rafighi
mail: [2]hoss...@triumf.ca
mail: [3]hossein.rafi...@triumf.ca
givenName: Hossein
Is it possible to alter the attr_match, attr_map, or any other
attribute in RT to authenticate based on uid or cn, and not just
uid? I tried changing various settings, but to no avail.
You'd have to extend the module to use more than just the Name in the
query it runs for DN. There's a branch in the repo for refactoring
some of that code, but it concentrates on alternate email addresses
not alternate uids. It may make doing what you want easier though.
-kevin
--
_ _ _ _ _ _ _ Hossein Rafighi
|_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall
| | | |_| ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3
| | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047
| | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074
|_| |_| \_\|_| \___/ |_| |_||_| Website: [4]http://www.triumf.ca
References
Visible links
1.
Re: [rt-users] Trouble with User Custom Field
Yes I did but now I granted to all objects via Applies to and it is working now Thank You joe On May 22, 2011, at 2:47 PM, Ruslan Zakirov wrote: Hi, Have you applied this custom field globally? When you create a custom field, it's not applied to any objects. On Sat, May 21, 2011 at 2:41 AM, Joe Kirby ki...@umbc.edu wrote: I am on 4.0 and trying to create a custom field that is tied to User. I create it, give it global rights but when I go into a user screen I see Custom Fields button but no custom fields I created do not show up. This is a dev instance so I went into our PRD 3.87 system and had the same issue. I thought I tried this in 3.82 and it worked fine so I am not sure if we messed something up when we left 3.82 or if I am doing something wrong. Any words of wisdom welcomed Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu -- Best regards, Ruslan. Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Trouble with User Custom Field
I am on 4.0 and trying to create a custom field that is tied to User. I create it, give it global rights but when I go into a user screen I see Custom Fields button but no custom fields I created do not show up. This is a dev instance so I went into our PRD 3.87 system and had the same issue. I thought I tried this in 3.82 and it worked fine so I am not sure if we messed something up when we left 3.82 or if I am doing something wrong. Any words of wisdom welcomed Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Question Concerning Custom Fields
I am on RT 3.8.7 I have a situation where I would like to have a queue setup for CreateTicket for UnPrivileged users with SeeQueue only available to Privileged Users in a certain Group This allows me to provide a url to different areas for placement on their departmental web page for help in their area without making it visible to the whole campus via the New Ticket option in the RT left hand navigation for Self Service users This actually works very well however I recently ran into a snag. One of these queues has a custom field associated with it and without the SeeQueue attribute Unprivileged Users are unable to see the Custom Field. I have the Custom Field setup for Everyone to See and Modify it. Does anyone have a suggestion on how to get the custom field visible to this group without the SeeQueue attribute? I am hoping there is another setting I have missed that will allow this Any help is greatly appreciated Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] How to Assign a value to a Custom Field using Requestor Real Name
Thank You very much Joe On 2/22/2011 12:00 PM, rt-users-requ...@lists.bestpractical.com wrote: How to Assign a value to a Custom Field using Requestor Real Name -- Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Only emailing certain people question (Chris Hall)
Chris I have 3 groups per queue Group 1 which I call queue-name L1 has full access to a queue Group 2 which I call queue-name CC are notified when correspondence is created for the ticket involving non RT system stuff Group 3 which I call queue-name Admin CC are notified when correspondence is created for the ticket as an outcome of the RT system itself. For example, queue change I had a group who did not want the emails yet I need them to work on the tickets so they are in L1 group but not any of the CC type groups Don't know if this is something that would work for you but it makes my life a lot easier Joe On 2/18/2011 10:29 AM, rt-users-requ...@lists.bestpractical.com wrote: Send RT-Users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-requ...@lists.bestpractical.com You can reach the person managing the list at rt-users-ow...@lists.bestpractical.com When replying, please edit your Subject line so it is more specific than Re: Contents of RT-Users digest... Today's Topics: 1. Re: Users Modify.html error with 3.8.8 (Kevin Falcone) 2. Upgrade from 3.8.7 to 3.8.9 (Voity, Michael T.) 3. Re: Upgrade from 3.8.7 to 3.8.9 (Kevin Falcone) 4. Only emailing certain people question (Chris Hall) 5. JavaScript function is not being called. (Ahmed, Mohammed Naweed (LNG-BCT)) -- Message: 1 Date: Thu, 17 Feb 2011 17:38:13 -0500 From: Kevin Falconefalc...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Modify.html error with 3.8.8 Message-ID:20110217223813.ge70...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Thu, Feb 17, 2011 at 04:27:40PM -0600, Susan McClure wrote: I am attempting to upgrade to rt 3.8.8 and when I try, as SuperUser to Select a user's record under Config=Users I receive this error: RT::User::CurrentUserRequireToSetPassword Unimplemented in HTML::Mason::Commands. (/opt/opt.CORE/rt-3.8.8/rhel5/share/html/Admin/Users/Modify.html line 353) I tried restarting the webserver and clearing the Mason cache. Any ideas please? Look for local modifications that affect User -kevin -- next part -- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL:http://lists.bestpractical.com/pipermail/rt-users/attachments/20110217/ab0d96be/attachment-0001.pgp -- Message: 2 Date: Thu, 17 Feb 2011 21:07:17 -0500 From: Voity, Michael T.mvo...@teljet.com To: rt-users@lists.bestpractical.com Subject: [rt-users] Upgrade from 3.8.7 to 3.8.9 Message-ID: aanlktikp-lhnpn6rvvcemnzmw3-_7+0ryw51062v3...@mail.gmail.com Content-Type: text/plain; charset=utf-8 I read the README file. Upgrading from 3.8.7 ran ./configure - ran ok then did make upgrade Whats broken? I go this back: SOME DEPENDENCIES WERE MISSING. STANDALONE missing dependencies: HTTP::Server::Simple::Mason= 0.14 ...MISSING GPG missing dependencies: GnuPG::Interface ...MISSING syntax error at /usr/lib/perl5/site_perl/5.8.8/GnuPG/Interface.pm line 16, near with qw(GnuPG::HashInit) CORE missing dependencies: MIME::Entity= 5.425 ...MISSING File::Temp= 0.19 ...MISSING Sys::Syslog= 0.16 ...MISSING Encode= 2.21 ...MISSING FASTCGI missing dependencies: CGI= 3.38 ...MISSING make: *** [testdeps] Error 1 -- Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Still need help on Script if possible
I submitted a question a week or so ago and I still cannot solve my problem.
Please know I have searched the wiki quite a bit and have tried several
adaptations of different scenarios to try and achieve my goal.
I would like to have a custom field which is set at Transaction time to
the Requestors Initial of the Last Name.
I have tried using
my $RequestorRealName = $self-TicketObj-CreatorObj-RealName;
my $RequestorRealName =
$Ticket-Requestors-UserMembersObj-First-RealName;
# Split the name into an array
my @nameArray = split(/\s+/, $RequestorRealName);
# Extract the first letter of the last element of the array
my $LastInitial = substr(pop(@nameArray), 0, 1);
I cannot even get the CF value to become the whole name which makes me
think I am not using the correct obj name??
At the risk of being a pain I am resubmitting.
Please tolerate my persistence and I will not post again
Thanks
Joe
PS: Here is the code I am using to set the value which I had gotten a
while back for another situation and it works fine in my other situation.
unless( $self-TicketObj-FirstCustomFieldValue( $CFObj-id ) ) {
my( $st, $msg ) = $self-TicketObj-AddCustomFieldValue(
Field = $CFObj-id,
Value = $RequestorRealName,
RecordTransaction =
$RecTransaction );
unless( $st ) {
$RT::Logger-warning( Couldn't set $DefaultValue as value for CF
$CFName:. $msg );
return undef;
}
}
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
[rt-users] Fwd: How to Assign a value to a Custom Field using Requestor Real Name
My users would like to have reports on their RT-at-a-Glance page which
would parse out their tickets from several queues into a report grouped
by the requestors initial of their last name.
For example group 1 may be A-F, Group 2 G-K, etc.
I was thinking of having a Custom Field associated with their queues
that was set at time of entry and then have the report use that value in
this field (A-Z) to select records
My problem is that I do not know the field name for the Requestors Real
Name as indicated in the ?? marks below.
Additionally, I am VERY open if someone has a better idea.
Below is the script I was going to have exec at New Ticket entry
Any help is greatly appreciated
Thanks
Joe
my $CFName = 'Last Name
Grouping';
my $RecTransaction = 1;
my $QueueObj =
$self-TicketObj-QueueObj;
my $CFObj =
RT::CustomField-new( $QueueObj-*??Requestor.RealName??
*);
$CFObj-LoadByNameAndQueue( Name = $CFName, Queue
= $QueueObj-id );
unless( $CFObj-id ) {
$RT::Logger-warning(custom field '$CFName' isn't
defined for queue '. $QueueObj-Name .');
return undef;
}
my $RequestorRealName = '*??Requestor.RealName??*';
my $LastInitial =
substr($RequestorRealName ,instr($RequestorRealName ,'
',-1,1)+1,1);
unless(
$self-TicketObj-FirstCustomFieldValue( $CFObj-id )
) {
my( $st, $msg ) =
$self-TicketObj-AddCustomFieldValue(
Field =
$CFObj-id,
Value =
$LastInitial,
RecordTransaction
= $RecTransaction );
unless( $st ) {
$RT::Logger-warning( Couldn't set $DefaultValue as
value for CF $CFName:. $msg );
return undef;
}
}
return 1;
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response -http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email -ki...@umbc.edu
Re: [rt-users] RT-Users Digest, Vol 83, Issue 36
On 2/10/2011 2:03 PM, rt-users-requ...@lists.bestpractical.com wrote:
Send RT-Users mailing list submissions to
rt-users@lists.bestpractical.com
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
or, via email, send a message with subject or body 'help' to
rt-users-requ...@lists.bestpractical.com
You can reach the person managing the list at
rt-users-ow...@lists.bestpractical.com
When replying, please edit your Subject line so it is more specific
than Re: Contents of RT-Users digest...
Today's Topics:
1. unsubscribe (Dougherty Paul)
2. Re: How to Assign a value to a Custom Field using Requestor
Real Name (Kenneth Crocker)
3. RT Content Area - Create Link (Andy GOKTAS)
4. Exclude email sender from ticket notifications (Fritz Mahnke)
--
Message: 1
Date: Thu, 10 Feb 2011 10:31:42 -0800
From: Dougherty Paulpaul_doughe...@prn.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] unsubscribe
Message-ID:
c73ee97ec2afc54db02a6767623f96d20d39a...@sfrhsmail01.am.thmulti.com
Content-Type: text/plain; charset=us-ascii
unsubscribe
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Message: 2
Date: Thu, 10 Feb 2011 10:43:53 -0800
From: Kenneth Crockerkfcroc...@lbl.gov
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to Assign a value to a Custom Field using
Requestor Real Name
Message-ID:
aanlktikrzhxardfcixccqtxgd8bxzfc7jcpxd5mpq...@mail.gmail.com
Content-Type: text/plain; charset=iso-8859-1
Joe,
I'm curious why you want a report in a User's home page that would show
tickets *requested by other users* because their last name uses the same
letter (ie. CF with A - G). Why not just have a report that shows all
non-resolved tickets for which they are the Requestor? That would certainly
be easier to write and set up.
Just a thought.
Kenn
LBNL
In this case the Requestors are Students and Faculty from the Campus at
large and they want to organize all their groups tickets by Requestor
last name instead of by queues they managed
They have indicated that this provides a more personalized approach in
that folks from A-F always get the same Counselor responding to them no
matter what queue they inidcated for their problem
I realize this is a bit unusual but it is real important to this
particular organization
Thanks
Joe
On Wed, Feb 9, 2011 at 11:08 AM, Joe Kirby (gmail)ki...@umbc.edu wrote:
My users would like to have reports on their RT-at-a-Glance page which
would parse out their tickets from several queues into a report grouped by
the requestors initial of their last name.
For example group 1 may be A-F, Group 2 G-K, etc.
I was thinking of having a Custom Field associated with their queues that
was set at time of entry and then have the report use that value in this
field (A-Z) to select records
My problem is that I do not know the field name for the Requestors Real
Name as indicated in the ?? marks below.
Additionally, I am VERY open if someone has a better idea.
Below is the script I was going to have exec at New Ticket entry
Any help is greatly appreciated
Thanks
Joe
my $CFName = 'Last Name Grouping';
my $RecTransaction = 1;
my $QueueObj = $self-TicketObj-QueueObj;
my $CFObj = RT::CustomField-new( $QueueObj-*??Requestor.RealName?? *);
$CFObj-LoadByNameAndQueue( Name = $CFName, Queue = $QueueObj-id );
unless( $CFObj-id ) {
$RT::Logger-warning(custom field '$CFName' isn't defined for queue
'. $QueueObj-Name .');
return undef;
}
my $RequestorRealName = '*??Requestor.RealName??*';
my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,'
',-1,1)+1,1);
unless( $self-TicketObj-FirstCustomFieldValue( $CFObj-id ) ) {
my( $st, $msg ) = $self-TicketObj-AddCustomFieldValue(
Field = $CFObj-id,
Value = $LastInitial,
RecordTransaction =
$RecTransaction );
unless( $st ) {
$RT::Logger-warning( Couldn't set $DefaultValue as value for CF
$CFName:. $msg );
return undef;
}
}
return 1;
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
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Message: 3
Date: Thu, 10 Feb 2011 10:44:34 -0800
From: Andy GOKTASandy.gok
[rt-users] How to Assign a value to a Custom Field using Requestor Real Name
My users would like to have reports on their RT-at-a-Glance page which
would parse out their tickets from several queues into a report grouped
by the requestors initial of their last name.
For example group 1 may be A-F, Group 2 G-K, etc.
I was thinking of having a Custom Field associated with their queues
that was set at time of entry and then have the report use that value in
this field (A-Z) to select records
My problem is that I do not know the field name for the Requestors Real
Name as indicated in the ?? marks below.
Additionally, I am VERY open if someone has a better idea.
Below is the script I was going to have exec at New Ticket entry
Any help is greatly appreciated
Thanks
Joe
my $CFName = 'Last Name Grouping';
my $RecTransaction = 1;
my $QueueObj = $self-TicketObj-QueueObj;
my $CFObj = RT::CustomField-new( $QueueObj-*??Requestor.RealName?? *);
$CFObj-LoadByNameAndQueue( Name = $CFName, Queue = $QueueObj-id );
unless( $CFObj-id ) {
$RT::Logger-warning(custom field '$CFName' isn't defined for queue
'. $QueueObj-Name .');
return undef;
}
my $RequestorRealName = '*??Requestor.RealName??*';
my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName
,' ',-1,1)+1,1);
unless( $self-TicketObj-FirstCustomFieldValue( $CFObj-id ) ) {
my( $st, $msg ) = $self-TicketObj-AddCustomFieldValue(
Field = $CFObj-id,
Value = $LastInitial,
RecordTransaction =
$RecTransaction );
unless( $st ) {
$RT::Logger-warning( Couldn't set $DefaultValue as value for CF
$CFName:. $msg );
return undef;
}
}
return 1;
--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu
[rt-users] Allowing email attachments into RT ticket
We allow certain functions to create a ticket within RT via an email. Is there a way for this email to have an attachment that is also brought into RT at that time? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
Re: [rt-users] Fwd: UnPrivliged User question (Kevin Falcone)
On 11/12/2010 9:59 AM, rt-users-requ...@lists.bestpractical.com wrote: 5. Re: Fwd: UnPrivliged User question (Kevin Falcone) 6. Message: 5 Date: Thu, 11 Nov 2010 19:28:49 -0500 From: Kevin Falconefalc...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Fwd: UnPrivliged User question Message-ID:20101112002849.gg...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Wed, Nov 10, 2010 at 07:34:52PM -0500, Joe Kirby wrote: I want my self service (unprivileged) user to be able to show email. I have globally setup Requestor to have reply to ticket, show ticket, show outgoing email, forward email, watch. When I test it out the Requestor cannot see the email generated by RT via the Show in ticket history for email Joe Can they not see the transaction/Link at all, or does something go wrong when they click on the link? -kevin -- next part -- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL:http://lists.bestpractical.com/pipermail/rt-users/attachments/2010/8cce422e/attachment-0001.pgp They see the link for button called Show but it appears to hit a snag and takes you back to the report link used to get to the ticket details (open tickets in this case) I do not have access to RT logs at this time and I get the sense that is where you will be sending me. I just wanted to make sure I did not make a mistake and not understand fully the options for an Unprivileged User As always thank you for your support Joe edu
[rt-users] Fwd: UnPrivliged User question
Begin forwarded message: From: Joe Kirby ki...@umbc.edu Date: November 10, 2010 7:32:03 PM EST To: rt-users-requ...@lists.bestpractical.com Subject: UnPrivliged User question I want my self service (unprivileged) user to be able to show email. I have globally setup Requestor to have reply to ticket, show ticket, show outgoing email, forward email, watch. When I test it out the Requestor cannot see the email generated by RT via the Show in ticket history for email Any help is greatly appreciated Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Option to identify Resolution
I have had numerous request to have the Resolve status set a marker each time it is invoked for a ticket so that one could report only the resolution of a ticket. I understand that the last comment/correspondence may be this most of the time however we have tickets where the last comment/correspondence is Thank You even though we tell them not to do that. We also have a desire to use the Resolved communications as a basis for developing a knowledge base. Is there currently, or planned for the future, a flag associated with a correspondence indicating if the status is resolved? Thanks in advance Joe RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] HTML Cut/Paste Comments within RT
I emailed th elist a few weeks ago about this from an email issue and we made the suggested adjustments (Thank You!!) We still have an issue when customers cut and paste from a web page into the comment area of RT. It goes in fine but when you go to review it later it is too large to display and when you open it via the link it show globs of HTML code Any ideas on how this can be avoided. We are thinking of adjusting the interface to say NOT to do this but would rather have a solution if possible Thanks in advance Joe RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RT-Users Digest, Vol 75, Issue 79
an Android version :) Ariel -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin Collins Sent: Thursday, June 24, 2010 3:57 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT Mobile for iPhone This is an RT client for iPhone. Check it out if your interested. http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Message: 5 Date: Thu, 24 Jun 2010 15:15:14 -0700 From: Paul paul.crove...@gmail.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Mobile for iPhone Message-ID: 4c23d8f2.8050...@gmail.com Content-Type: text/plain; charset=ISO-8859-1 Same here. Paul On 06/24/2010 03:03 PM, Ariel Saia wrote: I would love to see an Android version :) Ariel -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dustin Collins Sent: Thursday, June 24, 2010 3:57 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT Mobile for iPhone This is an RT client for iPhone. Check it out if your interested. http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Message: 6 Date: Thu, 24 Jun 2010 14:33:02 -0500 From: Kevin Falcone falc...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Special situation and Custom Fields Message-ID: 20100624193302.gl...@jibsheet.com Content-Type: text/plain; charset=us-ascii On Wed, Jun 23, 2010 at 10:00:51AM -0700, Kenneth Crocker wrote: Getting rights of almost any kind, especially in terms of tickets (ie. Ticket Custom Fields), requires a user to be privileged. You can certainly grant rights to the Unprivileged or Everyone group The problem Joe is having is because RT needs to load the Queue and then ask it about queue specific ticket custom fields, but it can't get there from here because it can't load the queue -kevin Thank you for the confirmation Joe I'm curious; why, exactly, do you have a problem with allowing SeeQueue to everyone? Kenn LBNL On Wed, Jun 23, 2010 at 9:14 AM, Joe Kirby [1]ki...@umbc.edu wrote: I have a queue setup for Everyone to have CreateTicket but not SeeQueue. We did this on purpose so the general unpriviliged user would not see the queue but we wanted it available to unprivileged faculty via the url for create ticket with the queue number as an entry point on a special faculty web page This part really works quite well and my users are very happy however I have a custom field which is setup to have Everyone See and Modify it but from what I can tell only those who can actually see the queue see the custom fields. Does anyone know of something else I need to setup? Thanks in advance -- next part -- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 195 bytes Desc: not available URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20100624/3efd7cb7/attachment.pgp -- ___ RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 75, Issue 79 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Special situation and Custom Fields
I have a queue setup for Everyone to have CreateTicket but not SeeQueue. We did this on purpose so the general unpriviliged user would not see the queue but we wanted it available to unprivileged faculty via the url for create ticket with the queue number as an entry point on a special faculty web page This part really works quite well and my users are very happy however I have a custom field which is setup to have Everyone See and Modify it but from what I can tell only those who can actually see the queue see the custom fields. Does anyone know of something else I need to setup? Thanks in advance Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.8.7 Internal Server Error
According to my HelpDesk staff they were able to click the link when in the People Section of a ticket and it would bring up the user info and they can no longer do that without increased privileges. I can fix this by giving then AdminUser and ShowConfig but I was hoping to avoid this if possible Does anyone recall if this was an option in 3.8.2? Is there a config setting that we may have to adjust? Thanks Joe Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Issue with Modify/SeeQueue
We have been live on 3.8.7 for almost a week now an issue has been discovered regarding the ModifyTicket/SeeQueue association. Prior to 3.8.7 it is thought that the ModifyTicket attribute did not need SeeQueue to modify a ticket but now it wants to always assign a queue if you are not able to see the current queue. UMBC has a Central HelpDesk which can only see a small number of Queues however they are able to ShowTicket and ModifyTicket across the board. This allows them to grab back a ticket that is in a queue that they do not see. Prior to our upgrade my HD Manager states she could goto the Basic function under the Display and modify the ticket custom fields but now when she does this it will update the custom fields as before but now the queue defaults to the first available queue she is allowed to SeeQueue and move the ticket to that queue. In the past she says the Queue was blank just like it is showing in the display screen and when she updated the CF's it did not try to change queues. My question is: Is there a way for someone to update a ticket that they cannot see the queue and not have it want to move the queue as well but rather leave it in the current queue while the ticket is being updated? Thank you, joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Using Reply option with manually entered cc
We just upgrade to Rt 3.87 on 4/6/2010 and it is really going well. A problem has been brought to my attention that I cannot verify was there prior to the upgrade When someone does a Reply from within the ticket, or reply to the ticket from their email client, the email to someone added manually as a cc is not being sent, recorded, etc. Is this in the config options perhaps and I am just missing it. Thanks in advance Joe Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Group Membership Management
I want to decentralize Group Membership Management to different groups of users throughout campus. I am OK with the attribute setting at the group level via Group Rights (SeeGroup, AdminGroupMemebership, ModifyOwnMembership), however it seems I have to grant the Global Group attribute ShowConfigTab attribute also and this will allow these individuals to adjust the global RT-At-a-Glance default. I was wondering if there is a way to disable this feature for these users or if this is a natural benefit of ShowConfigTab Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-Users Digest, Vol 73, Issue 3
Thank you! We are going from 3.8.2 to 3.8.7 next week rt-users-requ...@lists.bestpractical.com wrote: Send RT-Users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to rt-users-requ...@lists.bestpractical.com You can reach the person managing the list at rt-users-ow...@lists.bestpractical.com When replying, please edit your Subject line so it is more specific than Re: Contents of RT-Users digest... Today's Topics: 1. Re: *SPAM* RT Group Membership Management (Carlos Garcia Montoro) -- Message: 1 Date: Thu, 01 Apr 2010 14:20:20 +0200 From: Carlos Garcia Montoro cgar...@ific.uv.es To: Joe Kirby ki...@umbc.edu Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] *SPAM* RT Group Membership Management Message-ID: 4bb48f84.3090...@ific.uv.es Content-Type: text/plain; charset=iso-8859-1; Format=flowed I reported this bug some time ago. Version 3.8.4 solved it. If you run version 3.8.4 or above, then you need SuperUser right to modify the global RT at a Glance. For more info, read the message called [Rt-announce] RT 3.8.4 Released. Hope this helps. Greetings, Carlos Joe Kirby wrote: I want to decentralize Group Membership Management to different groups of users throughout campus. I am OK with the attribute setting at the group level via Group Rights (SeeGroup, AdminGroupMemebership, ModifyOwnMembership), however it seems I have to grant the Global Group attribute ShowConfigTab attribute also and this will allow these individuals to adjust the global RT-At-a-Glance default. I was wondering if there is a way to disable this feature for these users or if this is a natural benefit of ShowConfigTab Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Spam detection software, running on the system hal.ific.uv.es, has identified this incoming email as possible spam. The original message has been attached to this so you can view it (if it isn't spam) or label similar future email. If you have any questions, see the administrator of that system for details. Content preview: I want to decentralize Group Membership Management to different groups of users throughout campus. I am OK with the attribute setting at the group level via Group Rights (SeeGroup, AdminGroupMemebership, ModifyOwnMembership), [...] Content analysis details: (5.5 points, 5.0 required) pts rule name description -- -- -0.0 SPF_HELO_PASS SPF: HELO matches SPF record 2.5 FORGED_RCVD_HELO Received: contains a forged HELO 3.0 KXLINKRR_BODY BODY: Body contains suspicious link Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Date Validation for a Custom Field
Currently RT Custom fields offer Mandatory, Digits, Year I would like to create a CF which require date validation and always ensures formatting (mm/dd/) Is this something that must be done at the Perl level or can it be done via online RT config CF management? TIA Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template
I would like to achieve the following event upon a ticket being Resolved. RT is delivered with a global scrip for Resolved using a delivered Template for Resolved. Assumption is that a scrip can only have a single template assigned and therefore I would need several Resolved scrips/templates with specific conditions. I am assuming if the condition is not met then it would do nothing and try the next scrip. I tried to establish a Global CF for all Queues. This CF would have a Resolved Template value available to be set at the Queue Level. When a ticket is resolved I would have a global scrip with a user defined condition to determine if the ticket status was resolved AND if the value of the Queue CF for which Template to use was equal to the scrip/template I am in then perform the notification to requestor else move onto the next Resolve scrip. I know it sounds crazy but we want to offer custom messages/surveys depending on which Queue it is resolved. I have had success using CF's involving ticket transactions but have hit the wall trying to get this to work. I am trying to avoid having a separate resolve scrip/template established for each queue. We have 92 Queues which will have a group of 5-6 possible resolved scrip/template options since that is the number of different groups using it at our campus. Thanks in advance Joe Kirby___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.8.7 Upgrade
UMBC has upgraded from 3.8.2 to 3.8.7 in our development environment and so far everything looks great!! We have experienced some issues in 3.8.2 when folks use the Ticket option from the left hand menu of Rt at a Glance. Sometimes it is just pulling too much data and the system hangs. I was wondering if there is any setup/config option to limit who can use this feature so we can limit our exposure to these performance hits. We have over 220 Privileged users of which just a handful should be able to use this feature. Lastly, I was hoping to discover that the Display History would ignore any filtering when a ticket changed queues as we do not care if a user sees that the ticket went from a Level 1 queue to a Level 3 queue. We do not want to grant them SeeQueue attribute since this would create an abnormally high number of Queues that are not really necessary for these users. An example in the history log is Sun Jan 24 14:00:15 2010 The RT System itself - Queue changed from Human Resources (HR) to Lastly I would just like to take a minute and give Jesse, Kevin, and the rest of the BestPractical team a big THANK YOU for this system. You guys do a great job Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] IE8 issues fro Comments
Many folks at our University use IE as part of their jobs because our ERP vendor (Oracle's PeopleSoft) requires it. As folks have upgraded to IE8 we are getting calls that Comments are being truncated without notification for those adding them via IE8 browser. Has anyone else seen this issue or have an idea of a setting I can adjust in either RT or IE8. They have already tried the compatibility option within IE8 with no success. We are on Rt version 3.8.2 Thanks in advance Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] IE8 issues fro Comments
I am hoping to use your recommendation as reason to upgrade before Summer 2010 Thanks for the prompt response Joe On Feb 17, 2010, at 11:39 AM, Jesse Vincent wrote: On Wed 17.Feb'10 at 11:22:32 -0500, Joe Kirby wrote: Many folks at our University use IE as part of their jobs because our ERP vendor (Oracle's PeopleSoft) requires it. As folks have upgraded to IE8 we are getting calls that Comments are being truncated without notification for those adding them via IE8 browser. Has anyone else seen this issue or have an idea of a setting I can adjust in either RT or IE8. They have already tried the compatibility option within IE8 with no success. We are on Rt version 3.8.2 We've made a number of improvements since 3.8.2. Can you please upgrade to 3.8.7 and see if that fixes it? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Cut/paste in reply or comment
On Oct 2, 2009, at 8:46 AM, Andy Speagle wrote: On Fri, 2009-10-02 at 05:01 -0500, Joe Kirby wrote: I am on 3.82 and when some users cut/paste into a reply or comment the history show lots of special characters I cannot replicate this even when I try what they said they did. Any ideas? I ignored the first ticket as oper error but I have gotten a few more and from some folks who are good technically Now, interesting copy/paste issues I've seen have been with newer MS products (office things). When you cut/copy text from something like MS Outlook, it copies as HTML formatted text. When you paste that into RT, you can't tell immediately that it's HTML because RT is web-based and handles it just fine... shows you only the text that you think you copied. However, ALL of this goes into the database and if you have the default 12k inline character limit setup... RT will complain that it's not raw text, because it truncates it somewhere in the middle of the HTML formatting and becomes confused about the nature of the content. You can see in plain text exactly what was posted by clicking the Download link in the history... NO. Here is what I got. pThe weird characters seem to come up when I copy and paste the previous email response./p¿ ¿ ¿¿ ¿Scrips and Recipients¿ ¿This message will be sent to...¿¿(Check boxes to dis able notifications to the listed recipients)On Comment Notify Other R ecipients as Comment¿¿¿On Comment Notify Other Recipients as Comment with template Corr espondence ¿UMBC-On Comment ¿¿¿On Comment Notify Owner with templ ate Last Com ment ¿¿¿Messages about this ticket will not be sent to...¿ ¿(Check boxes to enabl e n otifications to the listed recipients)¿ Can you give more information regarding how the user was copy/ paste'ing? What kind of data? From which software?... email, notepad have been mentioned -- Andy Speagle THE Student - UCATS Wichita State University Thank you for taking time to help Joe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Cut/paste in reply or comment
I am on 3.82 and when some users cut/paste into a reply or comment the history show lots of special characters I cannot replicate this even when I try what they said they did. Any ideas? I ignored the first ticket as oper error but I have gotten a few more and from some folks who are good technically Thanks for any help you can give Joe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Show ticket history question
Is there a way to allow the show ticket/show comment attributes to include showing the queue? We have situations where we do not want to give away the See Queue attribute but also allow the users/requestors to see all that is going on with their tickets. Right now it shows a queue in which they were allowed to see/enter a ticket however when it got moved to a lower level queue for resolution they only see that the queue was changed from something to blank. It seems that the edit for displaying queues could be removed from the show history module. Is this possible? Thanks Joe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding an additional Status value
I would like to add an additional status value of As Time Permits. The Quick Search show the top 3 statuses, that is New, Open, Stalled and I would like to retain those for what I call true production support trouble tickets. Requests that may be small enhancements, research, etc. would be categorized under As Time Permits status and would be dealt with separately. Is this possible in 3.82? If so how do I introduce this? Thanks in advance Joe ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding an additional Status value
Thank you Jerrad Pierce wrote: Please search the wiki and list archives first. This question is often asked, and RT_Config.pm even states: You can define new statuses and even reorder existing statuses here. WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. The statuses you add must be no longer than 10 characters. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Mandatory Edit not enforced on Ticket Update
Any help appreciated. I have a custom field with a select one value option and it is mandatory. It works fine on creating a ticket however if a ticket is changed from a queue that does not require or even have this cf associated with it to a queue that does have the cf the requirement for data entry is not enforced. I do not have much access to my perl person since it is the opening of the semester and was hoping someone had a script option that I could incorporate Thanks in advance Joe Kirby, UMBC ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question about email submission of tickets
This is my first time on the list and hopefully this question is appropriate for it. I am a manager type who has been responsible for configuration and communication of RT to our campus. I have a talented Perl developer part-part time. We have been live since 2-23-2009 and have had great success. My question is email submission for ticket creation. We currently can create a ticket via email just fine and place it in the appropriate queue, etc. but we do not seem to be able to include a custom field value as part of the transmission from email to RT. We have several system jobs which create tickets and it would be much better to have an additional piece of metadata on a ticket than to have to create several queues just so I can differentiate type of issues Any help is greatly appreciated Thanks in Advance Joe Kirby, UMBC ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
