Re: [rt-users] Resolve Ticket Option
Excellent - I'd not noticed that I could set the custom field
permissions on a per-field basis. Learn something new every day :)
I guess I could put a 'Close' link next to 'Reply' that pre-selects
the custom field. Then scrip the change to that.
Thanks!
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 25 Jun 2008, at 10:20, Benjamin Weser wrote:
Hi Justin,
I established the indirect method of changing the ticket status
here at our RT to get a kind of workflow. You can set permissions of
each CF at Configuration-Custom Fields-NameOfCF-Group Rights.
There you are able to give your user (or better your groups) the
ModifyCustomField right. You won't need to set SeeCustomField or
ModifyCustomField globally then anymore. You just need to
select (activate) the CustomFields globally (for all queues) or on
queue level.
Try it :)
Ben
Justin Hayes schrieb:
Hi Ben,
Thanks for that suggestion - had forgotten you can scrip based on
the change to a custom field. However can you grant permissions to
specific custom fields? I have others and don't want the customer
to be able to change those.
I had been thinking somewhere along the lines of altering the
SetStatus fucntion in Ticket_Overlay.pm
It currently does this:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I was thinking about trying:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
} elsif ( $args{Status} eq 'resolved') {
# do nothing as we don't mind people resolving
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I figured that would be ok as you'd have to have the permission to
see the ticket in the first place.
Your method might be safer though, as you can permission it.
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 25 Jun 2008, at 09:45, Benjamin Weser wrote:
Hi Justin,
sure. Establish a custom field with the right ModifyCustomField
for the user. Use the CF to trigger a scrip which sets the ticket
to resolved.
Ben
Justin Hayes schrieb:
I'd like to offer my customers an option to resolve a ticket
themselves, however I don't want them to have the Modify Ticket
permission (which I think is the one you need for changing status).
Does anyone know of a way round this? I'm running 3.6.3
Cheers,
Justin
--
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Support Manager
[EMAIL PROTECTED]
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[rt-users] FireFox3 Font Size Issue
Since Firefox3 came out the fontsze on our RT install (based on 3.6.3) is changing seemingly at random. I'll refresh the homepage and the fontsize will be fine, then I'll refresh again and all the text in the various At A Glance panels will be much bigger. The same is happening to the ticket history. Anyone else experiencing something similar? I've tried googling but not found anything that seems related, and I've had a look at the CSS and nothing obvious is jumping out at me. Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Archiving the Attachments Table
Hi, Our attachments table is currently taking up 2.3gb and is easily the largest table in our RT 3.6.3 DB. I know that that table contains both the text of comments/replies as well as the files that are attached to tickets. Has anyone looked at archiving this table? Ideally I'd like to keep textual comment/replies but remove attached files. I'd also like to do it in a way that would mean I could get them back later if needed. Any ideas? Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Archiving the Attachments Table
Thanks I'll take a look at the Shredder - I was thinking about deleting rows using SQL but if there's an extension to do it I'll use that. However am I easily going to be able to get files back from the backup if I need them? The files are stored as data in a column of that table. If 3 months down the line I need a file from a Ticket, will I be able to find out which row I need in my backup if the Shredder has removed it from the live RT? Also will I be able to out the data back into a file? Or are you suggesting setting up an archive install of RT and having that run off the backup. So I have a live streamlined install and a bloated backup install. Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 2 Apr 2008, at 14:18, Benjamin Weser wrote: Why don't you make a general backup of your mysql database (you can also export this table only) and then use the Shredder to get rid of the attachments? Justin Hayes schrieb: Hi, Our attachments table is currently taking up 2.3gb and is easily the largest table in our RT 3.6.3 DB. I know that that table contains both the text of comments/replies as well as the files that are attached to tickets. Has anyone looked at archiving this table? Ideally I'd like to keep textual comment/replies but remove attached files. I'd also like to do it in a way that would mean I could get them back later if needed. Any ideas? Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Large number of SELECT queries run when displayingticket
Many thanks for that Roy. I applied the fix and it appears to have
reduced the number of SELECTS:
Before:
[EMAIL PROTECTED]:~/etc$ tail -f /var/log/syslog | grep SELECT just.out
[EMAIL PROTECTED]:~/etc$ cat just.out | grep 'SELECT' | wc -l
593
After:
[EMAIL PROTECTED]:~/etc$ rm just.out
[EMAIL PROTECTED]:~/etc$ tail -f /var/log/syslog | grep SELECT just.out
[EMAIL PROTECTED]:~/etc$ cat just.out | grep 'SELECT' | wc -l
364
Doesn't seem to be displaying any faster though, but fewer queries
must be a good thing.
Interestingly I've noticed some tickets with only 8 comments on that
are also taking over 10 seconds. Then I'll look at the same ticket a
bit later and it will only take 1 second to display.
More than likely there's something else going on besides the sheer
number of queries, but RT does seem to run an awful lot of them at
times.
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 3 Aug 2007, at 12:04, Roy El-Hames wrote:
Justin;
Not sure if it'll help you ;
I had the same issue, where tickets with 100 or so updates/comments
were taking over 1 minute to display ..
In our RT we do not use Transaction custom fields , so I commented
out the following lines in ShowTransaction :
%# if ($Transaction-CustomFieldValues-Count) {
%# /Elements/ShowCustomFields, Object = $Transaction
%#}
And now these same tickets open in less that 10 seconds ..
I think there is a bug in pulling transaction cf's, which until we
start using them I wont need to worry about them.
Roy
Justin Hayes wrote:
Using RT 3.6.3
on Mysql 5.0.38
Some of our larger tickets are taking a long time to display (10
seconds) so I thought I'd have a look to see where the time is spent.
I've added Set($StatementLog, 'crit'); to my config file to see
what queries are run and it seems like it runs a lot of queries
just to display 1 ticket and it's history.
I dumped all the queries run to display a ticket with 100 comments/
replies into a file 'just.out' and it's running approx 500 SELECT
statements:
[EMAIL PROTECTED]:~/etc$ cat just.out | grep 'SELECT' | wc -l
491
For example this query is run:
Aug 3 11:16:02 ceres RT: SQL(0.00s):
SELECT
DISTINCT main.Id AS id,
main.Filename AS filename,
main.ContentType AS contenttype,
main.Headers AS headers,
main.Subject AS subject,
main.Parent AS parent,
main.ContentEncoding AS contentencoding,
main.ContentType AS contenttype,
main.TransactionId AS transactionid,
main.Created AS created
FROM
Attachments main JOIN Transactions Transactions_1 ON
( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2
ON ( Tickets_2.id = Transactions_1.ObjectId )
WHERE (Tickets_2.EffectiveId = '22526') AND
(Transactions_1.ObjectType = 'RT::Ticket')
ORDER BY main.id ASC ; (/opt/rt3/share/html/autohandler:320)
Which returns 100 rows and then it runs one select for each
Transaction:
Aug 3 11:16:02 ceres RT: SQL(0.00s):
SELECT * FROM Transactions WHERE id = ?; [ bound values:
'197857' ] (/opt/rt3/share/html/autohandler:320)
So you get 100 of those:
[EMAIL PROTECTED]:~/etc$ cat just.out | grep 'SELECT \* FROM Transactions'
| wc -l
100
Just wondering why it does all those 'Select *'s? Couldn't the
fields you want from Transactions be retrieved in the first query
and iterate over that in code?
Also it seems to be doing a large number of CustomField related
queries.
[EMAIL PROTECTED]:~/etc$ cat just.out | grep 'CustomField' | wc -l
236
I've got 5 CustomFields at the ticket level. Why would it run 236
queries relating to CustomFields for 1 ticket?
Maybe this is all normal, with perfectly good explanation. Or
maybe my install is broken or maybe some of our customisations are
causing it.
Any thoughts/opinions welcome...
Justin
--
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Support Manager
[EMAIL PROTECTED]
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[rt-users] Large number of SELECT queries run when displaying ticket
Using RT 3.6.3 on Mysql 5.0.38 Some of our larger tickets are taking a long time to display (10 seconds) so I thought I'd have a look to see where the time is spent. I've added Set($StatementLog, 'crit'); to my config file to see what queries are run and it seems like it runs a lot of queries just to display 1 ticket and it's history. I dumped all the queries run to display a ticket with 100 comments/ replies into a file 'just.out' and it's running approx 500 SELECT statements: [EMAIL PROTECTED]:~/etc$ cat just.out | grep 'SELECT' | wc -l 491 For example this query is run: Aug 3 11:16:02 ceres RT: SQL(0.00s): SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.Created AS created FROM Attachments main JOIN Transactions Transactions_1 ON ( Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2 ON ( Tickets_2.id = Transactions_1.ObjectId ) WHERE (Tickets_2.EffectiveId = '22526') AND (Transactions_1.ObjectType = 'RT::Ticket') ORDER BY main.id ASC ; (/opt/rt3/share/html/autohandler:320) Which returns 100 rows and then it runs one select for each Transaction: Aug 3 11:16:02 ceres RT: SQL(0.00s): SELECT * FROM Transactions WHERE id = ?; [ bound values: '197857' ] (/opt/rt3/share/html/autohandler:320) So you get 100 of those: [EMAIL PROTECTED]:~/etc$ cat just.out | grep 'SELECT \* FROM Transactions' | wc -l 100 Just wondering why it does all those 'Select *'s? Couldn't the fields you want from Transactions be retrieved in the first query and iterate over that in code? Also it seems to be doing a large number of CustomField related queries. [EMAIL PROTECTED]:~/etc$ cat just.out | grep 'CustomField' | wc -l 236 I've got 5 CustomFields at the ticket level. Why would it run 236 queries relating to CustomFields for 1 ticket? Maybe this is all normal, with perfectly good explanation. Or maybe my install is broken or maybe some of our customisations are causing it. Any thoughts/opinions welcome... Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CC field addressee does not get message
figured this out - for ad-hoc cc-ing it's not CC you need to be notifying in the scrip it's 'other recipients'. HTH Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 12 Jul 2007, at 15:56, Justin Hayes wrote: I'm having the same issue, and I have a global scip to notify requestor and cc with template correspondence. cc's on the ticket are getting mails, just not ad-hoc cc's on a specific reply. Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 27 Jun 2007, at 14:35, Bjoern Schulz wrote: hi kamber, do you have activated scrips for sending email to cc's. Look at Configuration - Global - Scrips or Configuration - Queue - Scrips regards björn Dalal, Kamber Z (Kamber) schrieb: The addressee in the cc field of the reply form of the ticket is not sent the email message. The postfix service is running. Is there a patch, perl module, or config in RT_SiteConfig.pm that needs to be set or corrected? This has been noticed recently, In the ticket history, correspondence is added with a line: RT-Send-CC: (cc'd address) Also only 1 transaction is listed that 'RT_System - Outgoing email recorded' and no transaction listed for the cc'd addressed email. Kamber Dalal ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help - Clicking the reply/comment links from header bar causes transactions/scrips
Got a pretty bad problem here. Just pressing 'Reply/Comment' on the top header bar of a ticket is causing transactions to be created, scrips to fire and therefore blank emails to get sent out based on those scrips. If I press reply (which has 'domain/Ticket/Update.html? Action=Respondid=26552#updateticket' as the link) causes: Jul 3 19:49:39 calypso RT: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/ opt/rt3/lib/RT/Interface/Web.pm:617) Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:49:39 calypso RT: Guessed encoding: ascii Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:49:39 calypso RT: Guessed encoding: ascii Jul 3 19:49:39 calypso RT: About to think about scrips for transaction #264739 Jul 3 19:49:39 calypso RT: About to prepare scrips for transaction #264739 Jul 3 19:49:39 calypso RT: Found 2 scrips Jul 3 19:49:39 calypso RT: Found 1 scrips Jul 3 19:49:39 calypso RT: [EMAIL PROTECTED] #26552/264739 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) Jul 3 19:49:39 calypso RT: [EMAIL PROTECTED] sent To: email address Cc: email address (/opt/rt3/lib/RT/Action/ SendEmail.pm:274) Jul 3 19:49:39 calypso RT: About to think about scrips for transaction #264740 Comment (domain/Ticket/Update.html? Action=Commentid=26552#updateticket) does the following: Jul 3 19:52:12 calypso RT: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/ opt/rt3/lib/RT/Interface/Web.pm:617) Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:52:12 calypso RT: Guessed encoding: ascii Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:52:12 calypso RT: Guessed encoding: ascii Jul 3 19:52:12 calypso RT: About to think about scrips for transaction #264742 Jul 3 19:52:12 calypso RT: About to prepare scrips for transaction #264742 Jul 3 19:52:12 calypso RT: Found 1 scrips Jul 3 19:52:12 calypso RT: Found 0 scrips what possible transaction can get triggered by just pressing 'Reply/ Comment'?? Cheers in advance! Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help - Clicking the reply/comment links from headerbarcauses transactions/scrips
Ahh re-read the note about the bug: NOTE: RT from 3.6.x up to 3.6.3 has a bug that creates an extra correspond-transaction to fetch the mailaddresses on a correspon- reply in transactionbatch-stage. A patch was posted to the rt-users list for this bug: http://lists.bestpractical.com/pipermail/rt-users/ attachments/20070204/4f331f76/rt-3.6.3-transaction_batch.bin Read it before trying Batch out but hadn't understood it's implication. Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 3 Jul 2007, at 20:25, Justin Hayes wrote: Hmm possibly a bug with UseTransactionBatch ? I'm using 3.6.3. If I put my scrips back to TransactionCreate instead of TransactionBatch it stops doing it again Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 3 Jul 2007, at 19:51, Justin Hayes wrote: Got a pretty bad problem here. Just pressing 'Reply/Comment' on the top header bar of a ticket is causing transactions to be created, scrips to fire and therefore blank emails to get sent out based on those scrips. If I press reply (which has 'domain/Ticket/Update.html? Action=Respondid=26552#updateticket' as the link) causes: Jul 3 19:49:39 calypso RT: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/opt/rt3/lib/RT/Interface/Web.pm:617) Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:49:39 calypso RT: Guessed encoding: ascii Jul 3 19:49:39 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:49:39 calypso RT: Guessed encoding: ascii Jul 3 19:49:39 calypso RT: About to think about scrips for transaction #264739 Jul 3 19:49:39 calypso RT: About to prepare scrips for transaction #264739 Jul 3 19:49:39 calypso RT: Found 2 scrips Jul 3 19:49:39 calypso RT: Found 1 scrips Jul 3 19:49:39 calypso RT: [EMAIL PROTECTED] #26552/264739 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) Jul 3 19:49:39 calypso RT: [EMAIL PROTECTED] sent To: email address Cc: email address (/opt/rt3/lib/RT/Action/ SendEmail.pm:274) Jul 3 19:49:39 calypso RT: About to think about scrips for transaction #264740 Comment (domain/Ticket/Update.html? Action=Commentid=26552#updateticket) does the following: Jul 3 19:52:12 calypso RT: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/opt/rt3/lib/RT/Interface/Web.pm:617) Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:52:12 calypso RT: Guessed encoding: ascii Jul 3 19:52:12 calypso RT: Encode::Guess failed: ; fallback to iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:414) Jul 3 19:52:12 calypso RT: Guessed encoding: ascii Jul 3 19:52:12 calypso RT: About to think about scrips for transaction #264742 Jul 3 19:52:12 calypso RT: About to prepare scrips for transaction #264742 Jul 3 19:52:12 calypso RT: Found 1 scrips Jul 3 19:52:12 calypso RT: Found 0 scrips what possible transaction can get triggered by just pressing 'Reply/Comment'?? Cheers in advance! Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Prevent Status from changing upon inbound message
maybe try the following contribition: http://wiki.bestpractical.com/view/NonTransitioningStatus worked fine for me an now I can choose which statusses get set back to open on correspondance Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 4 Jun 2007, at 14:56, Dalal, Kamber Z (Kamber) wrote: I am running RT 3.6.3. I would like to maintain the status of the ticket when an email is received into the ticket. I have modified the ./lib/RT/Action/AutoOpen.pm my $status = $self-TicketObj-Status; return undef if $status eq 'open'; return undef if $status eq 'new' $self-TransactionObj- IsInbound; # the following lines were added return undef if $status eq 'stalled' $self-TransactionObj- IsInbound; return undef if $status eq 'resolved' $self-TransactionObj- IsInbound; return undef if $status eq 'rejected' $self-TransactionObj- IsInbound; return undef if $status eq 'deleted' $self-TransactionObj- IsInbound; the webservice was re-started. On a test RT system this works, and does not change the ticket status. Applying the same on the production, fails. It does change the ticket status from any one of: stalled, resolved and rejected status back to open status. What else should I be looking at to make this work. Kamber ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ImageAutoResize in RT 3.6.3
This is what I did on 3.6.3:
copy share/html/Ticket/Elements/ShowTransactionAttachments to local/
html/Ticket/Elements/
then at around link 156 there is the code that display an image:
# if it's an image, show it as an image
elsif ( $RT::ShowTransactionImages and $message-ContentType
=~ /^image\//i ) {
$m-out('img src='
. $AttachPath . '/'
. $Transaction-Id . '/'
. $message-Id
. '/ /' );
}
well I just added a 'width=90%' declaration and it seems to work fine
for me
# if it's an image, show it as an image
elsif ( $RT::ShowTransactionImages and $message-ContentType
=~ /^image\//i ) {
$m-out('img width=90% src='
. $AttachPath . '/'
. $Transaction-Id . '/'
. $message-Id
. '/ /' );
}
HTH
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 7 May 2007, at 08:34, Baytalskiy, Sal wrote:
Hello!
I found an article on automatic image resizing for RT 3.2 on the Wiki.
However it talks about some files that seem to be very different in
RT 3.6.3 that i'm running.
Is there a way to automatically scale attached images to the
ticket's display width?
Thanks !
Sal Baytalskiy
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Re: [rt-users] Global Default Search Display Options? Is thispossible?
Just in case it's of interest I found what I want in RT_Config.pm:
# $DefaultSearchResultFormat is the default format for RT search results
.
.
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 7 Jun 2007, at 10:22, Justin Hayes wrote:
Hmm I've hacked User_Overlay.pm to create the preference when
creating a new user. Not sure if there's a better way but it seems
to work Still no default option either.
[EMAIL PROTECTED]:~/local/lib/RT$ diff ../../../lib/RT/User_Overlay.pm
User_Overlay.pm
327a328,339
# need to hack in out custom display columns preferences
# so users get a nice 1-line results display rather than the
default 2-line
my $attr = RT::Attribute-new ($self-CurrentUser);
my ($attr_id, $attr_msg) = $attr-Create (Name = Pref-
SearchDisplay, Content =
BQcDBBcPQVNDfEFTQ3xBU0N8QVNDBU9yZGVyFwJpZAdPcmRlckJ5FwI1M
AtSb3dzUGVyUGFnZRgAAAFqJyAgIDxCPjxBIEhSRUY9Ii9UaWNrZXQvRGlzcGxheS5
odG1sP2lkPV9faWRfXyI
+X19pZF9fPC9hPjwvQj4vVElUTEU6IycsDQonX19RdWV1ZU5hbWVfXycsDQonX19TdGF0d
XNfXycsDQonX19Qcmlvcml0eV9fJywNCic8Qj48QSBIUkVGPSIvVGlja2V0L0Rpc3BsYXk
uaHRtbD9pZD1fX2lkX18iPl9fU3ViamVjdF9fPC9hPjwvQj4vVElUTEU6U3ViamVjdCcsD
QonPHNtYWxsPl9fUmVxdWVzdG9yc19fPC9zbWFsbD4nLA0KJzxzbWFsbD5fX0NyZWF0ZWR
SZWxhdGl2ZV9fPC9zbWFsbD4nLA0KJ19fT3duZXJOYW1lX18nLA0KJzxzbWFsbD5fX0xhc
3RVcGRhdGVkUmVsYXRpdmVfXzwvc21hbGw
+JywNCidfX1Jlc29sdmVkUmVsYXRpdmVfXycGRm9ybWF0, ContentType =
storable, ObjectType = RT::User, ObjectId = $id, Object =
$self);
unless ($attr_id) {
$RT::Logger-crit(Could not add search display
preference on user creation. Aborted);
$RT::Logger-crit($attr_msg);
$RT::Handle-Rollback();
return ( 0, $self-loc('Could not create user') );
}
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 7 Jun 2007, at 09:51, Justin Hayes wrote:
I'm using 3.6.3. You can set up a global default At A Glance
layout in the options, which is great.
However I can't find any way to set up a global set of 'Search
Options' ie the columns returned by searches.
I don't like the 2-line display and also want to change columns
shown for my users, some of which work in other companies to mine.
I don't want to have to update the preferences for a user every
time I add one, and if they alter their own there seems to be no
way for them to reset back to a default.
Currently I'm inserting a Pref-SearchDisplay row into the
Attributes table when migrating users from my current system, but
once the migration is done and we're live I don't want to have to
be hacking the DB data to reset a user's options.
Any help appreciated.
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
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Commercial support: [EMAIL PROTECTED]
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___
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[rt-users] Global Default Search Display Options? Is this possible?
I'm using 3.6.3. You can set up a global default At A Glance layout in the options, which is great. However I can't find any way to set up a global set of 'Search Options' ie the columns returned by searches. I don't like the 2-line display and also want to change columns shown for my users, some of which work in other companies to mine. I don't want to have to update the preferences for a user every time I add one, and if they alter their own there seems to be no way for them to reset back to a default. Currently I'm inserting a Pref-SearchDisplay row into the Attributes table when migrating users from my current system, but once the migration is done and we're live I don't want to have to be hacking the DB data to reset a user's options. Any help appreciated. Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Global Default Search Display Options? Is this possible?
Hmm I've hacked User_Overlay.pm to create the preference when
creating a new user. Not sure if there's a better way but it seems to
work Still no default option either.
[EMAIL PROTECTED]:~/local/lib/RT$ diff ../../../lib/RT/User_Overlay.pm
User_Overlay.pm
327a328,339
# need to hack in out custom display columns preferences
# so users get a nice 1-line results display rather than the
default 2-line
my $attr = RT::Attribute-new ($self-CurrentUser);
my ($attr_id, $attr_msg) = $attr-Create (Name = Pref-
SearchDisplay, Content =
BQcDBBcPQVNDfEFTQ3xBU0N8QVNDBU9yZGVyFwJpZAdPcmRlckJ5FwI1MAA
AAAtSb3dzUGVyUGFnZRgAAAFqJyAgIDxCPjxBIEhSRUY9Ii9UaWNrZXQvRGlzcGxheS5odG1
sP2lkPV9faWRfXyI
+X19pZF9fPC9hPjwvQj4vVElUTEU6IycsDQonX19RdWV1ZU5hbWVfXycsDQonX19TdGF0dXN
fXycsDQonX19Qcmlvcml0eV9fJywNCic8Qj48QSBIUkVGPSIvVGlja2V0L0Rpc3BsYXkuaHR
tbD9pZD1fX2lkX18iPl9fU3ViamVjdF9fPC9hPjwvQj4vVElUTEU6U3ViamVjdCcsDQonPHN
tYWxsPl9fUmVxdWVzdG9yc19fPC9zbWFsbD4nLA0KJzxzbWFsbD5fX0NyZWF0ZWRSZWxhdGl
2ZV9fPC9zbWFsbD4nLA0KJ19fT3duZXJOYW1lX18nLA0KJzxzbWFsbD5fX0xhc3RVcGRhdGV
kUmVsYXRpdmVfXzwvc21hbGw
+JywNCidfX1Jlc29sdmVkUmVsYXRpdmVfXycGRm9ybWF0, ContentType =
storable, ObjectType = RT::User, ObjectId = $id, Object =
$self);
unless ($attr_id) {
$RT::Logger-crit(Could not add search display preference
on user creation. Aborted);
$RT::Logger-crit($attr_msg);
$RT::Handle-Rollback();
return ( 0, $self-loc('Could not create user') );
}
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
On 7 Jun 2007, at 09:51, Justin Hayes wrote:
I'm using 3.6.3. You can set up a global default At A Glance layout
in the options, which is great.
However I can't find any way to set up a global set of 'Search
Options' ie the columns returned by searches.
I don't like the 2-line display and also want to change columns
shown for my users, some of which work in other companies to mine.
I don't want to have to update the preferences for a user every
time I add one, and if they alter their own there seems to be no
way for them to reset back to a default.
Currently I'm inserting a Pref-SearchDisplay row into the
Attributes table when migrating users from my current system, but
once the migration is done and we're live I don't want to have to
be hacking the DB data to reset a user's options.
Any help appreciated.
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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Buy a copy at http://rtbook.bestpractical.com
[rt-users] Strong Password Checking
Has anyone patched 3.6.3 to be more strict about what constitutes a strong password? Currently it has to be at least 5 characters long but nothing else. My system will be accessed by users from many companies so want to make sure they are using strong passwords. Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] TicketSQL search for requested tickets of current user?
hmm thanks for trying though Gene - much appreciated. I've written a few custom At a Glance modules to show open tickets by requestor, owner and priority grouped, as it appears you can't do aggregate columns in the query builder? So for example I get a little box on the At a Glance screen with Open Tickets by Requestor [EMAIL PROTECTED] 4 [EMAIL PROTECTED] 2 jsmith 6 and those link using something like http://openbugrt.orbis/Search/ Results.html?Query=Requestor.RealName='Justin Hayes' AND (Status = 'new' OR Status = 'open') So a requestor can find his open tickets that way, I just wanted to be able to provide a section like the My Tickets one for requestors using CurrentUser, without writing another customer module. Maybe I'm going to have to go down that route Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 2 May 2007, at 18:13, Gene LeDuc wrote: I haven't done much with TicketSQL, but I love puzzles so I just spent a couple hours messing with Query Builder. I tried Requestor.Id='22' where '22' is my user id, and I got the full list of tickets, so the problem is not with using Requestor.Id in a query. Then I tried Requestor.Id='__CurrentUser__' and got no tickets. I'm guessing that when you see __CurrentUser__ displayed in the Query Builder, it's only RT's way of representing the current user for display purposes only. If you use it in a query, Query Builder doesn't know what to do with it. Try this. Go to your Home Page. make sure that there is at least 1 ticket listed under 10 highest priority tickets I own. Click the edit link to the right. Click the Search - My Tickets link on the next screen. From the resulting Query Builder screen, click Add and Search without making any changes. Since you didn't modify the query at all, you would expect to see the same tickets that were listed on your Home Page. When I do this I get Found 0 tickets. Requestor.Id works fine. The problem seems to be that __CurrentUser__ doesn't actually translate to the current user's id in the Query Builder. I don't have an answer that works. At 05:40 AM 5/2/2007, Justin Hayes wrote: Thanks Gene Is there any documentation on what's possible or am I going to have to figure this out from code? The TicketSQL page on the wiki doesn't seem to contain much. Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 1 May 2007, at 16:35, Gene LeDuc wrote: Hi Justin, I'm pretty sure that Requestor is a group rather than an individual (a ticket can have multiple requestors, but only a single owner). You might see if there are any functions that check for group membership in TicketSQL. Gene At 06:35 AM 5/1/2007, Justin Hayes wrote: Hi, The customers I support (the Requestors) will be using the At A Glance screen rather than SelfService. I would like to create a saved search that will display tickets requested by the currently logged in user. I know you can do Owner = '__CurrentUser__' in a search, but is there an equivalent for Requestor? I've tried Requestor = '__CurrentUser__', Requestor.id, Requestor.Name, Requestor.RealName etc etc but none seem to work. Can't see anything about this on the Wiki so thought I'd ask here. Thanks in advance for any help! -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] TicketSQL search for requested tickets of current user?
Thanks Gene Is there any documentation on what's possible or am I going to have to figure this out from code? The TicketSQL page on the wiki doesn't seem to contain much. Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 1 May 2007, at 16:35, Gene LeDuc wrote: Hi Justin, I'm pretty sure that Requestor is a group rather than an individual (a ticket can have multiple requestors, but only a single owner). You might see if there are any functions that check for group membership in TicketSQL. Gene At 06:35 AM 5/1/2007, Justin Hayes wrote: Hi, The customers I support (the Requestors) will be using the At A Glance screen rather than SelfService. I would like to create a saved search that will display tickets requested by the currently logged in user. I know you can do Owner = '__CurrentUser__' in a search, but is there an equivalent for Requestor? I've tried Requestor = '__CurrentUser__', Requestor.id, Requestor.Name, Requestor.RealName etc etc but none seem to work. Can't see anything about this on the Wiki so thought I'd ask here. Thanks in advance for any help! -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] TicketSQL search for requested tickets of current user?
Hi, The customers I support (the Requestors) will be using the At A Glance screen rather than SelfService. I would like to create a saved search that will display tickets requested by the currently logged in user. I know you can do Owner = '__CurrentUser__' in a search, but is there an equivalent for Requestor? I've tried Requestor = '__CurrentUser__', Requestor.id, Requestor.Name, Requestor.RealName etc etc but none seem to work. Can't see anything about this on the Wiki so thought I'd ask here. Thanks in advance for any help! -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
