Re: [rt-users] Scrip for adding to the custom field based on another CF
I was not aware of this. When you say Commit box, are you referring to the Custom action cleanup code box? On Wed, 21 Jan 2015 21:35:47 + Alex Peters a...@peters.net wrote: You should move your scrip code from the Prepare box to the Commit box. Making changes to tickets in the Prepare stage of a transaction can cause unintended side effects and is not recommended. -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility
Re: [rt-users] Scrip for adding to the custom field based on another CF
Such an elegant solution - thank you.
This can be done with one ternary operator:
my $value = $self-TicketObj-FirstCustomFieldValue('RMA Type') eq
'Student Withdrawl' ? RMA- . $Num : RMA- . $Num . $Append;
Some notes:
- The condition here is: $self-TicketObj-FirstCustomFieldValue('RMA
Type') eq 'Student Withdrawl'
- If the condition is true then $value will equal what's between the ? and
the : (colon)
- If the condition is false then $value will equal what's between the :
and the ; (semi-colon)
[rt-users] Scrip for adding to the custom field based on another CF
I have a scrip currently that checks for status change from X-- Y and if
true, adds an entry to the Custom Field RMA Num. It adds our RMA number,
which is really just RMA-$RT_Ticket_Number
They have asked me to change the number based on another CF RMA TYPE. If
the RMA type = Student Withdrawl they want the RMA number to be appended
with WD
My perl skills are limited to copy/paste and tweaking existing so I
would like a little bit of help with my If/Then statement. The idea being:
IF CustomField{RMA Type} = Student Withdrawl
THEN $Append = -WD
ELSE $Append =
Then in the current line (below)
my $Value = RMA- . $Num ;
would be changed to
my $Value = RMA- . $Num . $Append ;
*Custom action preparation code:*
# Define the Custom Field to Act on
my $CFName = RMA Num;
#Get the RT Ticket Number
my $Num = $self-TicketObj-id();
# Define the desired value for the CF
my $Value = RMA- . $Num ;
$self-TicketObj-AddCustomFieldValue( Field = $CFName, Value = $Value );
return 1;
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
[rt-users] Adding accesskey for next and previous
We recently upgraded to 4.0 ... and although I really like the new layout, the move to dropdowns for next and previous has turned out to be a little annoying - particularly when trying to get through a number of tickets. Example: Search for tickets, open first ticket - do some work, then you want to go to the 'next' one -- you have to hover over tickets, go down to next ... I am wondering if / where the code is generated for these next and previous links. I can't seem to find them and would love to add a p and n accesskey for those two links? -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility
Re: [rt-users] Upgrade RT and AT and now can not create assets
On Thu, 8 Dec 2011 02:14:30 +0400 Ruslan Zakirov r...@bestpractical.com wrote: On Tue, Dec 6, 2011 at 5:04 PM, Kevin Squire gentg...@wikiak.org wrote: When I would run 'make initdb' I would get an error: Now populating database schema. DBD::Pg::st execute failed: ERROR: relation at_types already exists at /usr/share/request-tracker3.8/lib/RT/Handle.pm line 506. ...returned with error: 65280 make: *** [initdb] Error 255 You don't run `make initdb` when you upgrade. You should read documentation to perform proper upgrade. It's possible that your DB inconsistent right now. I have tried reading documentation... searching list... etc... I just can't seem to find how I can correct this problem. It will be acceptable for our install for me to 'loose' all of the Asset Tracker stuff but I can not just dump the DB and start over - We need to keep the ticket side of things. Any way I can do a complete 'uninstall' of Asset Tracker, and start over? -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Upgrade RT and AT and now can not create assets
I have a system that we upgraded from RT 3.6.7 to 3.8.8 back in Aug.
I did a fresh install of RT. Then restored the database. Then
one-by-one added back in any customizations, plugins, etc.
We where using Asset Tracker on our 3.6.7 install (so the data was
restored when the DB was restored). I have installed
rt-extension-assettracker-2.0.0b2-0-g2b51b9a.tar.gz
We can see, search, and even edit assets without any problem. The
(only?) problem comes when I try to create new assets. When I try to
create new assess, error shows in web browser:
Can't call method HasRight on an undefined value
at /usr/share/request-tracker3.8/lib/RT/User_Overlay.pm line 1357.
When I did the install of AT, I was able to do the first 3 steps no
problem:
$ RTHOME=/path/to/rt perl Makefile.PL
$ make
$ make install
When I would run 'make initdb' I would get an error:
Now populating database schema.
DBD::Pg::st execute failed: ERROR: relation at_types already exists
at /usr/share/request-tracker3.8/lib/RT/Handle.pm line 506. ...returned
with error: 65280 make: *** [initdb] Error 255
I have attached a segment of my syslog output. What is shown is Right
after hitting the 'submit' button when trying to create an asset.
Any help fixing this so we can create new assets again would be greatly
appreciated.
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
Dec 5 18:46:34 outrigger RT: DBD::Pg::st execute failed: ERROR: relation
at_scrips does not exist LINE 1: SELECT DISTINCT main.* FROM AT_Scrips main
JOIN ScripConditi... ^ at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
Dec 5 18:46:34 outrigger RT: RT::Handle=HASH(0xbbd13620) couldn't execute the
query 'SELECT DISTINCT main.* FROM AT_Scrips main JOIN ScripConditions
ScripConditions_1 ON ( ScripConditions_1.id = main.ScripCondition ) WHERE
(main.AssetType = '9' OR main.AssetType = '0') AND
(ScripConditions_1.ApplicableTransTypes LIKE '%Create%' OR
ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND (main.Stage =
'TransactionCreate') ORDER BY main.Description ASC ' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522
^IDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xbbd13620)',
'SELECT DISTINCT main.* FROM AT_Scrips main JOIN ScripConditio...') called at
/usr/share/perl5/DBIx/SearchBuilder.pm line 236
^IDBIx::SearchBuilder::_DoSearch('RTx::AssetTracker::Scrips=HASH(0xbbe24a80)')
called at /usr/share/request-tracker3.8/lib/RT/SearchBuilder.pm line 378
^IRT::SearchBuilder::_DoSearch('RTx::AssetTracker::Scrips=HASH(0xbbe24a80)')
called at /usr/local/share/request-tracker
3.8/plugins/RTx-AssetTracker/lib/RTx/Asse
Dec 5 18:46:34 outrigger RT: DBD::Pg::st execute failed: ERROR: current
transaction is aborted, commands ignored until end of transaction block at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
Dec 5 18:46:34 outrigger RT: RT::Handle=HASH(0xbbd13620) couldn't execute the
query 'SELECT COUNT(DISTINCT main.id) FROM AT_Scrips main JOIN ScripConditions
ScripConditions_1 ON ( ScripConditions_1.id = main.ScripCondition ) WHERE
(main.AssetType = '9' OR main.AssetType = '0') AND
(ScripConditions_1.ApplicableTransTypes LIKE '%Create%' OR
ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND (main.Stage =
'TransactionCreate') ' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
522 ^IDBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xbbd13620)',
'SELECT COUNT(DISTINCT main.id) FROM AT_Scrips main JOIN Scrip...') called at
/usr/share/perl5/DBIx/SearchBuilder.pm line 292
^IDBIx::SearchBuilder::_DoCount('RTx::AssetTracker::Scrips=HASH(0xbbe24a80)')
called at /usr/share/request-tracker3.8/lib/RT/SearchBuilder.pm line 389
^IRT::SearchBuilder::_DoCount('RTx::AssetTracker::Scrips=HASH(0xbbe24a80)')
called at /usr/share/perl5/DBIx/SearchBuilder.pm line 1392 ^IDBIx::
SearchBuilder::Count('RTx::AssetTracker::
Dec 5 18:46:34 outrigger RT: DBD::Pg::st execute failed: ERROR: current
transaction is aborted, commands ignored until end of transaction block at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
Dec 5 18:46:34 outrigger RT: RT::Handle=HASH(0xbbd13620) couldn't execute the
query 'SELECT DISTINCT main.* FROM AT_Scrips main JOIN ScripConditions
ScripConditions_1 ON ( ScripConditions_1.id = main.ScripCondition ) WHERE
(main.AssetType = '9' OR main.AssetType = '0') AND
(ScripConditions_1.ApplicableTransTypes LIKE '%Create%' OR
ScripConditions_1.ApplicableTransTypes LIKE '%Any%') AND (main.Stage =
'TransactionCreate') ORDER BY
[rt-users] Slow Response Time when Email involved
We have been using RT for a long time now (3 or 4 years?) and have had
great success. Starting sometime in Aug, we found that there was a
LARGE delay when ever updating a ticket in ANY way that would include
sending emails. Since it was also that start of the school year, we
just assumed 'beginning of year' load issues. Well the problem is
still there.
Anytime an email has to go out, there is exactly a 12 second delay in
the logs. This then causes the page load to be greater then 12
seconds. It does not seem to matter what time of day, or if the email
includes attachments, etc.
So I went through the code, pretty much line by line, adding comments
to try and narrow down WHERE the delay is, but now I am stuck.
I have edited both
$RT_INSTALL/lib/RT/Action/SendEmail.pm and
$RT_INSTALL/lib/RT/Interface/Email.pm
SendEmail.pm now has Ticker # and Email.pm has Ticker 1#
Here are my logs:
Nov 4 16:09:16 outrigger RT:
rt-3.8.8-14121-1320437356-1460.35109-...@pavcs.org KDS Ticker 0 .
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:306) Nov 4
16:09:16 outrigger RT: KDS Ticker 10
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:396) Nov 4
16:09:16 outrigger RT: KDS Ticker 11
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:402) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:445) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-1
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:449) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-2
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:451) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-3
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:455) Nov 4
16:09:28 outrigger RT: KDS Ticker 11-0-4
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:464) Nov 4
16:09:28 outrigger RT: KDS Ticker 11-1
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:466) Nov 4
16:09:28 outrigger RT:
rt-3.8.8-14121-1320437356-1460.35109-...@pavcs.org sent To:
gentg...@wikiak.org
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331)
The 12 Second delay is between 11-0-3 and 11-0-4
Here is my modified code (Email.pm):
$RT::Logger-info( KDS Ticker 11-0 );
eval {
# don't ignore CHLD signal to get proper exit code
local $SIG{'CHLD'} = 'DEFAULT';
$RT::Logger-info( KDS Ticker 11-0-1 );
open my $mail, |$path $args or die couldn't execute
program: $!; $RT::Logger-info( KDS Ticker 11-0-2 );
# if something wrong with $mail-print we will get PIPE
signal, handle it local $SIG{'PIPE'} = sub { die program unexpectedly
closed pipe }; $args{'Entity'}-print($mail);
$RT::Logger-info( KDS Ticker 11-0-3 );
unless ( close $mail ) {
die close pipe failed: $! if $!; # system error
# sendmail exit statuses mostly errors with data not
software # TODO: status parsing: core dump, exit on signal or EX_*
my $msg = $msgid: `$path $args` exitted with code .
($?8); $msg = , interrupted by signal . ($?127) if $?127;
$RT::Logger-error( $msg );
}
$RT::Logger-info( KDS Ticker 11-0-4 );
};
$RT::Logger-info( KDS Ticker 11-1 );
Can anyone PLEASE help me narrow this down ... I am just at a lost
now. I just don't know enough Perl to understand what is going on or
why the large delay right at:
unless ( close $mail ) {
die close pipe failed: $! if $!; # system error
# sendmail exit statuses mostly errors with data not software
# TODO: status parsing: core dump, exit on signal or EX_*
my $msg = $msgid: `$path $args` exitted with code . ($?8);
$msg = , interrupted by signal . ($?127) if $?127;
$RT::Logger-error( $msg );
}
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
RT Training Sessions (http://bestpractical.com/services/training.html)
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Slow Response Time when Email involved
Sorry to reply to my own... but since it was after work hours, I
commented out the section that I thought was slowing things down:
# unless ( close $mail ) {
# die close pipe failed: $! if $!; # system error
# sendmail exit statuses mostly errors with data not software
# TODO: status parsing: core dump, exit on signal or EX_*
# my $msg = $msgid: `$path $args` exitted with code . ($?8);
# $msg = , interrupted by signal . ($?127) if $?127;
# $RT::Logger-error( $msg );
# }
Well all that did was move the perceived slowdown. Now it seems to be
between 11-0-4 and 11-1 (but only thing there is a } ) ... So I am
even more confused now what the problem might be.
On Fri, 4 Nov 2011 16:36:46 -0400
Kevin Squire gentg...@wikiak.org wrote:
We have been using RT for a long time now (3 or 4 years?) and have had
great success. Starting sometime in Aug, we found that there was a
LARGE delay when ever updating a ticket in ANY way that would include
sending emails. Since it was also that start of the school year, we
just assumed 'beginning of year' load issues. Well the problem is
still there.
Anytime an email has to go out, there is exactly a 12 second delay in
the logs. This then causes the page load to be greater then 12
seconds. It does not seem to matter what time of day, or if the email
includes attachments, etc.
So I went through the code, pretty much line by line, adding comments
to try and narrow down WHERE the delay is, but now I am stuck.
I have edited both
$RT_INSTALL/lib/RT/Action/SendEmail.pm and
$RT_INSTALL/lib/RT/Interface/Email.pm
SendEmail.pm now has Ticker # and Email.pm has Ticker 1#
Here are my logs:
Nov 4 16:09:16 outrigger RT:
rt-3.8.8-14121-1320437356-1460.35109-...@pavcs.org KDS Ticker 0 .
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:306) Nov 4
16:09:16 outrigger RT: KDS Ticker 10
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:396) Nov 4
16:09:16 outrigger RT: KDS Ticker 11
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:402) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:445) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-1
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:449) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-2
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:451) Nov 4
16:09:16 outrigger RT: KDS Ticker 11-0-3
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:455) Nov 4
16:09:28 outrigger RT: KDS Ticker 11-0-4
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:464) Nov 4
16:09:28 outrigger RT: KDS Ticker 11-1
(/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:466) Nov 4
16:09:28 outrigger RT:
rt-3.8.8-14121-1320437356-1460.35109-...@pavcs.org sent To:
gentg...@wikiak.org
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:331)
The 12 Second delay is between 11-0-3 and 11-0-4
Here is my modified code (Email.pm):
$RT::Logger-info( KDS Ticker 11-0 );
eval {
# don't ignore CHLD signal to get proper exit code
local $SIG{'CHLD'} = 'DEFAULT';
$RT::Logger-info( KDS Ticker 11-0-1 );
open my $mail, |$path $args or die couldn't execute
program: $!; $RT::Logger-info( KDS Ticker 11-0-2 );
# if something wrong with $mail-print we will get PIPE
signal, handle it local $SIG{'PIPE'} = sub { die program unexpectedly
closed pipe }; $args{'Entity'}-print($mail);
$RT::Logger-info( KDS Ticker 11-0-3 );
unless ( close $mail ) {
die close pipe failed: $! if $!; # system error
# sendmail exit statuses mostly errors with data not
software # TODO: status parsing: core dump, exit on signal or EX_*
my $msg = $msgid: `$path $args` exitted with code .
($?8); $msg = , interrupted by signal . ($?127) if $?127;
$RT::Logger-error( $msg );
}
$RT::Logger-info( KDS Ticker 11-0-4 );
};
$RT::Logger-info( KDS Ticker 11-1 );
Can anyone PLEASE help me narrow this down ... I am just at a lost
now. I just don't know enough Perl to understand what is going on or
why the large delay right at:
unless ( close $mail ) {
die close pipe failed: $! if $!; # system error
# sendmail exit statuses mostly errors with data not software
# TODO: status parsing: core dump, exit on signal or EX_*
my $msg = $msgid: `$path $args` exitted with code . ($?8);
$msg = , interrupted by signal . ($?127) if $?127;
$RT::Logger-error( $msg );
}
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
RT Training Sessions (http://bestpractical.com/services
Re: [rt-users] OnResolve Don't Send Message for Special Condition
On Fri, 21 Oct 2011 00:54:34 +0400 Ruslan Zakirov r...@bestpractical.com wrote: You need user defined condition and fill in custom condition block with code. Take a look at lib/RT/Condition/StatusChange.pm and WritingCustomConditions on the wiki. The Example CustomConditions (link from the WritingCustomConditions page) got me started, thank you. Based on what I saw there, and some of my other scrips, I put together the following, and tried it on my Testing Queue... through some trial and error I think I got it right. But since my perl skills are pretty weak, I was hoping someone could look this over and let me know if yes, my logic/scrip for the Custom Condition is good. (I want the Notify Requestors with template Resolved to happen when status changes to resolve, UNLESS the change is autoclose -- resolved ) Description: CustomResolveMute Condition: User Defined Action: Notify Requestors Template: Resolved Stage: TransactionCreate Custom Condition: $RT::Logger-debug( Running CustomOnResolveMute Scrip ); ## Check to see that the change is a status change return 0 unless $self-TransactionObj-Type eq Status; $RT::Logger-debug( CustomOnResolveMute - Status change True ); ## Check to see if the new status is 'resolved' return 0 unless $self-TransactionObj-NewValue eq resolved; $RT::Logger-debug( CustomOnResolveMute - Status changed to resolved ); ## Check to see is old status is 'autoclose' return 0 if $self-TransactionObj-OldValue eq autoclose; $RT::Logger-debug( CustomOnResolveMute - Previous status was not autoclose ); ## only reason I should get here is if 3 conditions are meet: ###1) this is a status change ###2) ticket is changed to 'resolved' ###3) ticket was not changed from 'autoclose' to 'resolved' return 1; Action prep code: Blank Cleanup: blank -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] OnResolve Don't Send Message for Special Condition
We are using RT 3.8 We have a custom status autoclose (as part of ActiveStatus) We have a script to close these 'autoclose' tickets after 14 days. Script from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ Currently, when the ticket goes from 'autoclose' to 'resolved' our standard Resolved email goes out. For how we use it, the Resolved email ends up being a duplicate. I would like to adjust my OnResolve scrip to fire off like it is EXCEPT when the status goes from autoclose TO resolved. I assume a Custom Condition can be done here, but not sure how to go about it. My Current OnResolve scrip is only for this one Queue, so it will not mess with other queue settings. Scrip Settings: Description: OnResolveSendEmail Condition: On Resolve Action: Notify Requestors Template: Resolved Stage: TransactionCreate Custom Condition, Action prep code and Cleanup are all blank. -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Detect HTML Editor in Template
We are working on the upgrade from 3.6 to 3.8, and many of our users
are very excited about the WYSIWYG editor. The current problem is that
the editor breaks the formatting of our Canned-Replies.
http://requesttracker.wikia.com/wiki/CannedReplies
All the line breaks of the templates/canned-replies are stripped out.
And I could not find any option in the FCKEditor settings that would
stop that behavior.
I did test adding an html BR to the template, and that works -
unless the user has opted to NOT use the WYSIWYG editor, then they
have all this extra HTML on their reply.
I really don't want to have to maintain multiple templates for
WYSIWYG/Non-WYSIWYG users.
I did find in the list a chuck of code :
if ( RT-Config-Get('MessageBoxRichText',$session{'CurrentUser'}) )
I thought I could use an IF using editor, then HTML version else Plain
Text version into my templates, but not sure how to go about
getting the IF/THEN into my template. (my only Perl experience comes
from using RT for the last 5 years... so please be gentle, my Perl
skills are pretty weak )
Any help would be greatly appreciated. Thank you in advance.
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
[rt-users] Filtering out Templates by Name
I am currently revisiting the Canned-Reply idea.
http://wiki.bestpractical.com/view/CannedReplies
Those directions make a call to /Admin/Elements/SelectTemplate to get
the canned replys. Up to now, I have simply named all our
templates that will be used for Canned Replys as CR - $NAME, and
given the description of Canned Reply for $DESCRIPTION.
Well, now our templates and our Canned Replys are getting numerous
enough (combined with the need for canned Replyes with some non-techy
users) that I would like to find a way to filter out the templates.
I copied the original /Admin/Elements/SelectTemplate over to
LOCAL/Admin/Elements/SelectCannedReply and adjusted my Update.html
callback. It is calling my new SelectCannedReply correctly. But now
I don't know how to do the filtering (I don't know perl)
From the SelectTemplate script:
my $PrimaryTemplates = RT::Templates-new($session{'CurrentUser'});
if ($Queue != 0) {
$PrimaryTemplates-LimitToQueue($Queue);
$PrimaryTemplates-OrderBy(FIELD = 'Name');
}
my $OtherTemplates = RT::Templates-new($session{'CurrentUser'});
$OtherTemplates-LimitToGlobal($DefaultQueue);
$OtherTemplates-OrderBy(FIELD = 'Name');
I am thinking I can modify/add something to/before/after the
OrderBy(FIELD = line that would be on the lines of:
IF (FIELD = 'Name') starts with CR -
but as noted, since I don't know perl, I really don't even know where
to start on this one.
Could someone help get me started?
--
http://www.wikiak.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
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Re: [rt-users] Filtering out Templates by Name
On Thu, 4 Mar 2010 16:07:16 -0500 Kevin Falcone falc...@bestpractical.com wrote: On Thu, Mar 04, 2010 at 02:46:29PM -0500, Kevin Squire wrote: I am currently revisiting the Canned-Reply idea. http://wiki.bestpractical.com/view/CannedReplies Is there a reason to use this rather than the RTFM extension? RTFM (at least up until now) would have been overkill. We still only have around 5-10 C.R. for each queue that uses them, (not all our queues do) but we also have some 5-10 other templates in those queues (as well as 5 global templates). Having them all in there is making for some visual noise that our non-techie group is complaining about... (~15 to 25 options in the dropdown, when they only need to have the 5-10 C.R.) ...just hoping to smooth some things over for the users. If you must use this, you can read the DBIx::SearchBuilder documentation for the Limit command and the STARTSWITH option Thank you SOOO much, that did the trick.. even better then I thought I could get actually. I was able to build my SQL query off of the description field. Now I can actually remove the CR - from the names of the templates. For posterity, I just added the line below right before the OrderBy line. $PrimaryTemplates-Limit(FIELD = 'Description', OPERATOR = 'STARTSWITH', VALUE = 'Canned Reply'); -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Resolve from email when ticket is stalled
I have put together a scrip that resolves ticket when body contains the key words thanks to prior help from the list (http://www.gossamer-threads.com/lists/rt/users/89976?#89976) I have found a problem that I did not anticipate, and can not figure out how to solve. The scrip works as expected, as long as the ticket is open or new. If the ticket is stalled (or pending, we use both) then it appears as though the Global On Correspond Open Tickets is firing off AFTER my Resolve by Email noted in the earlier thread. So the end result is the ticket is Resolved, and then Opened all with the same correspondence. I can not figure out how to overcome this problem. Hoping someone on the list has some ideas for me. -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Scrip check body of email for text
I am modifying the scrip found at http://www.gossamer-threads.com/lists/rt/users/70038#70038 posted by gle...@- and could use some help The original, true if e-mail contains 'ok' $Transaction-Content =~ /\bok\s/i; I need to make it true IF a line (any line - 1st, 2nd, etc) starts with RMA and ends with has been received An example line is: RMA-47767-1 has been received (This email is coming in from a third party, that I do NOT have much control over their setup... so there may or may not be a space at the end of the line, and I can't not control if it is the 1st line or not - it always appears as the first line of TEXT .. but I am pretty sure their system is adding a extra blank line or two at the beginning of the body) -- http://www.wikiak.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Search for field one equal to field two
I have an RT system running on Debian Stable (RT from the debian repo). I would like to have that follows the logic below - but when I tried it in the Advance search option, I had errors - so my guess is I am missing something and/or don't correctly understand how things work. (my Perl and PostSQL skills come down to copy/paste with a bit of guesstimating) Is what I am thinking even possible? Any help with pointers/reading material will also be appreciated. Queue = 'HelpDesk' AND LastUpdatedBy = Requestor.EmailAddress AND LastUpdated Created -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Feature suggestion: An actual user overview page
On Mon, 28 Jul 2008 13:19:28 +0200 Richard Hartmann [EMAIL PROTECTED] wrote: Hi all, something which RT has always lacked, at least imo, is a tactical user overview page. A quick summary with details about said user and links to preset queries (tickets owned/created/commented on/replied to by this user, full name, whatnot) would often be a convenient thing to have. Sending to list to get a feel for other's thoughts about this before filing a wishlist item. If you are talking about a user overview page from the admin side... I agree completely. I don't really see the need for such a thing from the Authenticated User side, but as admin, I have wished many times for something similar to a ticket search (and resulting table) for users. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Create a prep action based on custom header
I have a webform that submits an email into RT. I have a scrip that I want
to run ONLY if the email came from the webform. I currently have the scrip
set up, and all is working - but it works on EVERY email that comes in. I
would like to add a check so that if the email came from somewhere other
then the web form, then the rest scrip can be by-passed. With my webform, I
have added an X-header -- X-Webform: yes
From reviewing the archives, It appears as though I can place this check
into the prep code. From what I found on the list, I have put the following
prep code together. But since my Perl skills are zero to null I wanted to
run it by the list:
Prep Code:
my $Trans = $self-TransactionObj;
my $submitted = $Trans-Attachments-First-GetHeader('X-Webform') =~
/^yes\b/ ;
# if the X-webform is yes then do magic
if ( $submitted = yes )
{
return 1;
} else {
return 0;
}
So, for the scrip edit page I currently have this:
Condition: On Create
Action: User Defined
Template: Global template:Blank
Stage: TransactionCreate
Custom condition: BLANK
Custom action prep. code: currently it has return 1; but I would like
to add the check
Custom action cleanup code: My Magic
So my questions are:
1) Is my logic right - by adding a return 1 if or return 0 type statement
to the prep condition will I by-pass the cleanup code?
2) Is my prep code noted above good or is my lack of Perl showing through?
--
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Re: [rt-users] Searching by Custom Fields
On Thu, 29 Nov 2007 16:46:05 -0500 Jen Scales [EMAIL PROTECTED] wrote: I apologize in advance if this question has already been asked as I have not found a quick way to search the archives Since someone already answered your main question, I figured I would answer this one. I like to use http://www.gossamer-threads.com/lists/rt/users/ -- Friendly UI and pretty descent search features. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ticket announce email
I too do it on a daily basis... but I used the rt-remind script. http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ they have a few scripts, and I use them all on my 3.6 box. On Tue, 27 Nov 2007 16:33:50 -0500 Mathew Snyder [EMAIL PROTECTED] wrote: I'm considering implementing a method of telling those that need to know when a ticket has been in our triage queue untouched for a predetermined amount of time (say, five minutes). I'd like to poll this queue and, if a ticket which meets these requirements exists, send an email out telling people to act on it. Has anyone done this before and if so, which method did you use? -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] RTFM 'rebranding'.
On Tue, 20 Nov 2007 16:37:28 + Mike Pountney [EMAIL PROTECTED] wrote: Is there any easy way to rebrand it? I seem to remember Jesse talking about it in the tutorial, but that it maybe wasn't as easy as changing a setting in the Makefile.PL. Not sure, have not tried this but... Could you rename the folder/make a link to FAQ then create an apache rewrite rule for my.site.com/rt/rtfm/ to be my.site.com/rt/faq/ ? that should take care of all the links I would think. The reset then would just be cosmetic, which is easy enough to do in your /rt/local/ directory. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Enabling simple search
On Fri, 16 Nov 2007 12:38:58 -0500 Kevin Squire [EMAIL PROTECTED] wrote: working will for my site Sorry, working well -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Enabling simple search
On Fri, 16 Nov 2007 09:28:43 -0600 Enrique Gaona [EMAIL PROTECTED] wrote: Hi, Is there a way to enable the simple search feature for non-privileged users? I know non-priv users don't have any rights at all in RT, but I'd like to give them some search capabilities, if possible. Thanks. Enrique See my post from Nov. 3rd. http://www.gossamer-threads.com/lists/rt/users/69590?#69590 No one every replied, so your mileage may very, but working will for my site. The notes and changes (and a .tar you can download) are at: http://gentgeen.homelinux.org/howtos/index.html?RT_SelfServiceSearch -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Asset Tracker - change the status titles
In our situation, some of the default statuses of an Asset are either duplicates or unused. For example; test and development would mean the same thing to us, and we have no clue what a status of dr would be :-) ) I found in the source the following: # 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. @ActiveStatus = qw(production development qa dr pilot test) unless @ActiveStatus; @InactiveStatus = qw(retired) unless @InactiveStatus; 1) I was wondering if the DO NOT DELETE would break AT ? (since the piece seems to be a copy/paste of RT_Config.pm) 2) Does changing = delete ? For example could we change pilot to storage or would we just have to add a new Status to get storage Our main goal is to have a status field for: a) in production - i.e. out in the field being used b) in repair - was in production, but has come back in to be fixed c) ready to go - is sitting somewhere, ready to go into production at any time. d) development and qa are OK as is for us. of course, the current production status works for A above, but we are trying to figure out what to do for B and C. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] unprivileged user's search for tickets
I found that my unprivileged user's were having a hard time review old tickets since there were some who has as many as 200+ resolved tickets. Since one of our selling points was that after we resolved an issue, the user would be able to go back at any time and review the history (should they run into the same problem again). I took the Simple Search as a starting point, copied the necessary parts over to my local SelfSevice directory, then hacked away. I have documented all my changes (as well as made a .tar file available) on my website http://gentgeen.homelinux.org/howtos/index.html?RT_SelfServiceSearch I have posted this to the user group for two main reasons: 1) I am not sure how portable the code is. I am using RT 3.6.1 on Debian Stable, installed from the Debian repository. I imagine it should work for others, but I am unsure. If anyone wants to give it a shot, and let me know how it works, I would truly appreciate it. 2) I did not want to post it to the Contribution page of the wiki (http://wiki.bestpractical.com/view/Contributions) because (a) I did not know under what section to put it under and (b) I would like to know if it works for others first. Again, I would appreciate any feedback on either of the two points above. And I would like to thank the RT Development team for such a great piece of software. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Use of Asset Tracker Name field
While researching, I found this question that someone else asked back in 2005 (http://www.gossamer-threads.com/lists/rt/users/44174) No on had replied, but I was wondering the same thing, so I am hoping that reposting it produce better results: I was wondering about a couple of things, firstly the name field in AT: What do people use it for? For example I can understand that you might want to record the hostname of a computer, but then not do so for monitors, modems and other kinds of assets In our case, we have some 150 laptops (all one of 5 models) that are out in the home of our employees. Make/Model would be identical for most, Hostname would be invalid, We don't (as of now) give them a Company ID #, etc. Just wondering what others put there. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Reporting Solution
On Wed, 8 Aug 2007 17:57:10 -0300 [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hi, We been browsing Best Practical Wiki and Google in order to find any How-to or docs to get Resports on the RT. Probably someone did the work and would like to share it? Thx. Seb.- I use two little scripts (rt-count and rt-remind) both of which can be used to create a simple email report. Maybe those will work. You can get them from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] RTFM public viewable
I have been doing about 2 days worth of searching both the mailing list and the general web trying to find some example/screenshots/etc of RTFM, but with little luck. I am trying to figure out (1) If RTFM can be used to create/maintain a publicly viewable (i.e. no need to log into RT) FAQ base (2) If it would fit well into our organization. Of course no one can answer #2 for me, but I was hoping someone one the list was using RTFM as noted in #1 and would be willing to share with me the URL or a few screenshots. (off list would be fine if you prefer) Or do I have this all wrong, and RTFM is only for the privileged user? -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Field Validation
We are looking at using Asset Tracker with our RT install. I am wondering - what kind of method does anyone use to make sure you do not accidentally enter an asset twice -- or enter in the same info for 2 different assets? For example, while entering in Laptop #36 and laptop #37 as two different assets, you accidentally put in the same serial number for them. Or after entering in laptop #36, you take a break - then when you come back you enter in the info for laptop #36 a second time. Currently, I am thinking a custom field of Serial Number would suffice, but is there any way to check that each value in that custom field is unique for each asset? I would love to hear from anyone using AT what they do to keep their records valid. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Searching Custom Fields is case sensitve
Hoping that reposting this on a Monday will be more productive then my earlier post, please forgive my double posting, but the bosses are looking for an answer and I don't have anything for them. I had a very unexpected result the other day. I did a search for the phrase admin in one of our custom fields. The result was 0. When I did the search for the phrase Admin in that same custom field, I got tons of results. The custom field is an enter one value and the user can put in titles: Administrative Asst. or Finance Manager etc. Since none of the other searches I have done showed to be case-sensitive, this was a surprise. My other searches have been on subject, email address, etc (the standard fields). I am using PostSQL, RT 3.6 all on a Debian Stable machine (used the Debian repo. for install). Is this an expected result? Can I turn it off anywhere? -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Searching Custom Fields is case sensitve
I had a very unexpected result the other day. I did a search for the phrase admin in one of our custom fields. The result was 0. When I did the search for the phrase Admin in that same custom field, I got tons of results. The custom field is an enter one value and the user can put in titles: Administrative Asst. or Finance Manager etc. Since none of the other searches I have done showed to be case-sensitive, this was a surprise. My other searches have been on subject, email address, etc (the standard fields). I am using PostSQL, RT 3.6 all on a Debian Stable machine (used the Debian repo. for install). Is this an expected result? Can I turn it off anywhere? -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Create multiple tickets from a template
On Thu, 14 Jun 2007 16:12:01 -0500
Schincke, Keith D. (JSC-IT)[MEI] [EMAIL PROTECTED] wrote:
The Wiki description was great. It allowed the creation of the
approval
process where one person or any person in a group could approve a
ticket.
What I need is a way to call the template for each member of the group
with the result of creating a ticket for each member that must be
approved before the parent ticket can start.
Keith Schincke
I had a similar case. I don't think what I am about to show will
completely solve your issue, but might help to point you in the right
direction.
Our scenario was 1st approval was by any member of the HR dept. the
second approval had to come from the requesters supervisor. The
requester had to input his/her supervisor in a customfield (pick one).
I used the supervisors RT username in the custom field options.
Ticket two was not visible to the supervisor until Ticket One was
approved, even though both Ticket One and Ticket Two were both created
when the user submitted the request.
I image you can use the AdminCC part on the first ticket for your
groups (I got that from the wiki) Then create as many tickets as you
need to just by adding ===Create-Ticket: sections to your template.
just remember to add the Depends-On: TICKET ABOVE part to each
of your sections.
The template was:
===Create-Ticket: hr-approval
Subject:Approval of { $Tickets{'TOP'}-Subject() }
Depended-On-By: TOP
Queue: TimeOff-Approval
Type: approval
Owner:
AdminCC: {
my $group_name = 'human_resources';
my $groups = RT::Groups-new( $RT::SystemUser );
$groups-LimitToUserDefinedGroups();
$groups-Limit(
'FIELD'= 'Name',
'OPERATOR' = '=',
'VALUE'= $group_name );
$groups-First-Id;
}
Content:
ENDOFCONTENT
===Create-Ticket: super-approval
Subject:Approval of { $Tickets{'TOP'}-Subject() }
Depended-On-By: TOP
Depends-On: hr-approval
Queue: TimeOff-Approval
Type: approval
{ my $owner = $Tickets{'TOP'}-FirstCustomFieldValue('Supervisor');
my $OUTPUT = Owner: $owner;
$OUTPUT;
}
Content:
ENDOFCONTENT
--
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#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
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Re: [rt-users] Auto incrementing custom field
On Tue, 5 Jun 2007 09:18:53 -0700 James Alspach [EMAIL PROTECTED] wrote: The next problem (one I will be happy if I get) will be trying to install a recent version on Linux. Maybe it is just me but, RT is not the simplest thing to install. Actually RT is easy to install it is all the Perl dependencies, etc... that are giving me fits. I will let someone more experienced with RT answer your first part... as for this part... I must say that installing from the Debian repository, and just following the docs provided with the RT .deb file (/usr/share/doc/request-tracker3.4/ in my case) was really painless. the whole dependancy thing was a none issue. (either it came in as part of the apt-get or the docs told me to do the cpan install) REALLY the install of RT was a non-issue. If anything choosing the right hardware was the hardest part :-) (I should correct that, Once I impressed the powers-that-be to use RT, the hardware choosing was hard. During the proving stage I just used an older 1.x Ghz desktop system that was sitting around) -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Almost there with Approvals
Today I present the TimeOff approval stuff to the HR department.
Things when well (thank you again RT developers and to the user list).
The did have one request that I can not seem to figure out (I really
need to get a perl book or two :-) )
Currently, my OnApproval sprip looks like this (I think it is the same
as the default, but I have made so many changes I am not sure now):
# OnApproval scrip #
return(0) unless ($self-TicketObj-Type eq 'approval');
my $note;
my $t = $self-TicketObj-Transactions;
while (my $o = $t-Next) {
$note .= $o-Content . \n if $o-ContentObj
and $o-Content !~ /Default Approval/;
}
foreach my $obj ($self-TicketObj-AllDependedOnBy( Type = 'ticket' ))
{
$obj-Comment(
Content = $self-loc( Your request has been approved by [_1].
Other approvals may still be pending., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Approver's notes: , # loc
$note
),
);
# so we can access it inside templates
$T::Approval = $self-TicketObj;
# we want the original id in the token line
$self-{TicketObj} = $obj;
}
# Now magically turn myself into a Requestor Notify object...
require RT::Action::Notify; bless($self, 'RT::Action::Notify');
$self-{Argument} = 'Requestor'; $self-Prepare;
return 1;
#---#
The resulting comment in the original ticket shows up like:
#---#
Tue Jun 05 11:58:16 2007 RT_System - Comments added [Reply]
[Comment]
Your request has been approved by scizmarik. Other approvals may still
be pending.
Approver's notes:
Tue Jun 05 11:53:09 2007: Request 2131 was acted upon.
Transaction: Ticket created by RT_System
Queue: TimeOff-Approval
Subject: Approval of Mike is a Dork
Owner: Nobody
Requestors:
Status: new
Ticket URL:
http://gentgeen.homelinux.org:5556/rt/Ticket/Display.html?id=2131
Woo Hoo...it's approved by HR
URL: http://gentgeen.homelinux.org:5556/rt/Ticket/Display.html?id=2131
Woo Hoo...it's approved by HR
#---#
The would like to remove everything from Approver's notes: down to (at
least) the first Woo Hoo... it's approved by HR. The Link can go, or
stay either way. (i.e. really only the last line is needed.)
problem is, I can not figure out what part of the scrip is causing that
to be put in. Any help would be appreciated (again)
Thanks,
Kevin
--
http://gentgeen.homelinux.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
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[rt-users] CustomField in Templates OWNER field
I am still working on my TimeOff approval queue stuff (see some earlier
posts if you are that interested) and I have hit another snag.
Staff logs in to RT, using SelfService screen to submit request. There
are 5 custom fields that they have to complete, one of which is the
Supervisor's name. I have used the select one CF so that I know the
Supervisor they pick is the same as the supervisors login name for RT.
Now I need to get that value into the OWNER section of the template.
I have this:
===Create-Ticket: super-approval
Subject:Approval of { $Tickets{'TOP'}-Subject() }
Depended-On-By: TOP
Queue: TimeOff-Approval
Type: approval
Owner: {$Tickets{'TOP'}-FirstCustomFieldValue('Supervisor');}
Content:
ENDOFCONTENT
which results in an Owner of nobody but if I but the same bit of code
in the CONTENT section, it does return the supervisor's username.
So what do I have to do different to get that name into the OWNER
category?
--
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#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
___
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[rt-users] Approvals made, change status of orignal ticket
Now I have a follow-up issue. Apparently my OpenDendentsOnResolve is
not working like I wanted.
As a recap:
I have two queues TimeOff and TimeOff-Approval
(TimeOff-Approval is disabled like the ___Approval queue. Not sure if
that is a real problem or not, does not seem to be). A staff member
opens a ticket in TimeOff and that creates the two tickets in
TimeOff-Approval that the Supervisor and HR need to sign off on first.
Thanks to Gene, The Ticket created in TimeOff gets a status pending
(I added a new status to my RT_SiteConfig.pm)
Now once the two TimeOff-Approval tickets are resolved, I want the
TimeOff ticket's status to be changed to open. As of right now, the
TimeOff ticket remains pending even after approvals are approved.
I copy/pasted the When a ticket has been approved by all approvers, add
correspondence to the original ticket from the ___Approval queue.
I image this is where I can add the code needed to change the ticket
from pending to open but I don't know how.
-
FROM THE When a ticket has been approved by all approvers, add
correspondence to the original ticket
CONDITION: On Resolve
ACTION: User Defined
TEMPLATE: All Approvals Passed
STAGE: TransactionCreate
CUSTOM CONDTION: blank
CUSTOM ACTION PREPARATION CODE:
# --- #
# Find all the tickets that depend on this (that this is approving)
my $Ticket = $self-TicketObj;
my @TOP= $Ticket-AllDependedOnBy( Type = 'ticket' );
my $links = $Ticket-DependedOnBy;
my $passed = 0;
while (my $link = $links-Next) {
my $obj = $link-BaseObj;
next if ($obj-HasUnresolvedDependencies( Type = 'approval' ));
if ($obj-Type eq 'ticket') {
$obj-Comment(
Content = $self-loc(Your request has been approved.),
);
$T::Approval = $Ticket;# so we can access it inside templates
$self-{TicketObj} = $obj; # we want the original id in the token line
$passed = 1;
}
elsif ($obj-Type eq 'approval') {
$obj-SetStatus( Status = 'open', Force = 1 );
}
elsif ($RT::UseCodeTickets and $obj-Type eq 'code') {
my $code = $obj-Transactions-First-Content;
my $rv;
foreach my $TOP (@TOP) {
local $@;
$rv++ if eval $code;
$RT::Logger-error(Cannot eval code: $@) if $@;
}
if ($rv or [EMAIL PROTECTED]) {
$obj-SetStatus( Status = 'resolved', Force= 1,);
}
else {
$obj-SetStatus( Status = 'rejected', Force= 1,);
}
}
}
# Now magically turn myself into a Requestor Notify object...
require RT::Action::Notify; bless($self, 'RT::Action::Notify');
$self-{Argument} = 'Requestor'; $self-Prepare;
return 0; # ignore $passed;
# --- #
CUSTOM ACTION CLEANUP CODE: blank
--
http://gentgeen.homelinux.org
#
Associate yourself with men of good quality if you esteem
your own reputation; for 'tis better to be alone then in bad
company.- George Washington, Rules of Civility
___
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[rt-users] Create new ticket as stalled
I have set up an approval system similar to what is found on the wiki ( http://wiki.bestpractical.com/index.cgi?ApprovalCreation ) My two queues are TimeOff and TimeOff-Approval a staff member opens a ticket in TimeOff and that creates the two tickets in TimeOff-Approval that the Supervisor and HR need to sign off on first. I would like to make the ticket in TimeOff stalled until both approvals are OKed. Then after they are OKed the ticket would be changed to open. I already have OpenDependantsOnResolve (from Wiki also) in place globally, so I am pretty sure the second part of my request is already done. I just need to figure out how to stall the new ticket, or have it created as stalled. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] using procmail to filter autoreply for RT
On Thu, 3 May 2007 13:30:07 -0600 Mary Steiner [EMAIL PROTECTED] wrote: I am not sure which user procmail is trying to run rt.rc as, but I have a feeling that my error message is related to who the user is that is running rt.rc. Any ideas are appreciated! Have you tried adding the procmail user option /usr/bin/procmail -d USERNAME -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] RT 4
On Tue, 1 May 2007 13:54:43 -0400 Jesse Vincent [EMAIL PROTECTED] wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse Since my org. has only been using RT for 1yr I was going to keep my mouth shut, and watch this thread more for ways to solve my current issues then suggesting anything new. After reading, I only saw one person mention something related to executive summary reports. Something that we could hand the PHB's and show them the work done, work not done, etc. (The earlier user noted it like this: 7.) Management tools. my boss would like a report page. how many tickets came into our department, how much does we solve, how long it take (not as a queue view, but for the instance). I would also like to put a vote AGAINST ajax like improvements. I like the simplicity, and with the simplicity, the choices. With straight HTML, I know it will work in Firefox, Dillo, Lynx, my PDA, etc. Now cleaning up the HTML Themes, better CSS, bringing the appearance out of the 1990's, etc.. that would be OK/GREAT and I understand that some is there in 3.6/7. I have tried a number of ajax apps on slower computers/slower connections, less capable browsers, etc., and it is just not an enjoyable experience. We have to remember that not all users are able to have a brand new computer, with a huge pipeline. Sorry for the negative, but there was so much positive for this one, and I am not 100% sold on the idea of ajax/ruby being as great as it is hyped (I may be the only one :-? ) -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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] Using different Incoming Mail Server
On Wed, 2 May 2007 14:56:16 -0400 Richard Solid [EMAIL PROTECTED] wrote: Hello, I need to configure my RT server to receive the emails but from another mail server. SNIPED We just use fetchmail on the RT server. Then I run things from fetchmail through procmail so that I can filter out spam and such. The formail command allows me to keep the Queues seperate, but still only have one RT user on the RT server. (all \ mean long wrapped line. take out if you copy/paste and move all to one line) [EMAIL PROTECTED]:~$ cat .fetchmailrc set logfile /home/rtuser/logs/fetchmail.log # poll smtp.example.com protocol pop3 and port 995 # Queue 1 username [EMAIL PROTECTED] password xx mda '/usr/bin/formail -f \ -A X-Original-Account: [EMAIL PROTECTED] | \ /usr/bin/procmail -d rtuser' username [EMAIL PROTECTED] password xx mda '/usr/bin/formail -f \ -A X-Original-Account: [EMAIL PROTECTED] | \ /usr/bin/procmail -d rtuser' # Queue 2 username [EMAIL PROTECTED] password yyy mda '/usr/bin/formail -f \ -A X-Original-Account: [EMAIL PROTECTED] | \ /usr/bin/procmail -d rtuser' username [EMAIL PROTECTED] password mda '/usr/bin/formail -f \ -A X-Original-Account: [EMAIL PROTECTED] | \ /usr/bin/procmail -d rtuser' [EMAIL PROTECTED]:~$ cat .procmailrc # Standard Procmail variable declared here #-- # The condition line ensures that only messages smaller than 250 kB # (250 * 1024 = 256000 bytes) are processed by SpamAssassin. Most spam # isn't bigger than a few k and working with big messages can bring # SpamAssassin to its knees. :0fw * 256000 | /usr/bin/spamc -d 192.168.74.3 -p 783 # If the message was actually skipped, we want to know :0Ef | formail -A X-Spam-Skipped: Yes =Message not tested by SpamAssassin= #--- # Get Spam out of the way :0: * ^X-Spam-Status: Yes $DEFAULT #--- # I have a few other procmail recipes here #--- # Helpdesk emails :0 * ^X-Original-Account:[EMAIL PROTECTED] | /usr/bin/rt-mailgate --url http://your.url.here \ --queue helpdesk --action correspond :0 * ^X-Original-Account:[EMAIL PROTECTED] | /usr/bin/rt-mailgate --url http://your.url.here \ --queue helpdesk --action comment #--- # Recuitment emails :0 * ^X-Original-Account:[EMAIL PROTECTED] | /usr/bin/rt-mailgate --url http://your.url.here \ --queue Recruitment --action correspond :0 * ^X-Original-Account:[EMAIL PROTECTED] | /usr/bin/rt-mailgate --url http://your.url.here \ --queue Recruitment --action comment #--- # This drops any Unsorted mail into the INBOX :0: $DEFAULT -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-4
On Wed, 02 May 2007 13:34:47 -0500 Carlos Ramon Lopez Midence [EMAIL PROTECTED] wrote: - The one thing that we have come across that we don't seem to find a way to do it, it is searching in custom fields for ticket transactions, specifically in resolving a ticket. We use these custom fields to describe any issues that we may have had while resolving the tickets and we also had labor to them. So having these custom fields built into the query builder would be great. Have you added the specific Queue to the search box first? You must first sent the Queue to equal X then press the add button. When the page refreshes you will see the custom fields that go with that Queue. -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Debian with RT 3.4 package install - trouble with crontool
I am running Debian Stable, with the package install of RT 3.4 The bosses would like to see some automatic Escalation. After looking at the wiki ( http://wiki.bestpractical.com/index.cgi?AnotherConfigurationEscalationExample ) I tried the following: [EMAIL PROTECTED]:~$ rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg testing --action RT::Action::EscalatePriority But got the following error: Can't locate /etc/request-tracker3.4/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/share/request-tracker3.4/lib /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /usr/share/request-tracker3.4/lib/RT.pm line 123. I tried changing the variable in /usr/share/request-tracker3.4/lib/RT.pm to: $SITE_CONFIG_FILE = RT_SiteConfig.pm; and then added a symlink in /usr/local/share/request-tracker3.4/lib to /etc/request-tracker3.4/RT_SiteConfig.pm when I tried re-running the rt-crontool command, I got a different error. So as to not break anything, I just set things back to normal RT on 3.4 has be stable for quite some time in Debian, so I can not imagine this is a bug, so I am guessing I am doing something wrong. If anyone could give me a few pointers where to look, I would appriciate it. If this truly seems like a bug, I will be more then happy to turn it in. I just can image that something as simple as this would not have been caught already by the Debian users on this list :-) -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own reputation; for 'tis better to be alone then in bad company.- George Washington, Rules of Civility ___ 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
