[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
-- next part --
An HTML attachment was scrubbed...
URL:http://lists.bestpractical.com/pipermail/rt-users/attachments/20110210/bfe194ad/attachment-0001.html
--
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
-- next part --
An HTML attachment was scrubbed...
URL:http://lists.bestpractical.com/pipermail/rt-users/attachments/20110210/2c1e5421/attachment-0001.html
--
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
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] 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!
