Re: [rt-users] Modifying some contents in History
Hi Ken, Thanks for your reply. It's works like a charm :) Regards, Horst > -Message d'origine- > De : Kenneth Marshall [mailto:k...@rice.edu] > Envoyé : lundi 28 novembre 2016 17:09 > À : Kriegers Horst <horst.krieg...@loro.ch> > Cc : ML - rt-users <rt-users@lists.bestpractical.com> > Objet : Re: [rt-users] Modifying some contents in History > > On Mon, Nov 28, 2016 at 03:43:01PM +, Kriegers Horst wrote: > > Hi, > > > > Thanks for your reply. > > I know this is the easiest way, but it is not acceptable in our case > > > > Regards, > > Horst > > Hi Horst, > > When the shredder runs, it generates a SQL file to reconstitute the deleted > item > when run. You could run shredder and then edit the SQL file to obfuscate the > needed items. Then run the resulting file to re-add the now cleaned up item > back > into the system. > > Regards, > Ken Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
Re: [rt-users] Modifying some contents in History
Hi, Thanks for your reply. I know this is the easiest way, but it is not acceptable in our case Regards, Horst > -Message d'origine- > De : Kenneth Marshall [mailto:k...@rice.edu] > Envoyé : lundi 28 novembre 2016 16:33 > À : Kriegers Horst <horst.krieg...@loro.ch> > Cc : ML - rt-users <rt-users@lists.bestpractical.com> > Objet : Re: [rt-users] Modifying some contents in History > > Hi, > > It is easier to just use the Shredder to delete the transaction from the > system. > > Regards, > Ken > > On Mon, Nov 28, 2016 at 02:32:17PM +, Kriegers Horst wrote: > > Hello, > > > > We have users they have mentioned confidential information in RT. > > Now I need just to anonymize these information in the Ticket History. > > > > I’ve identified the transaction Id and now I how can I decode et > > re-encode the Content value located in the Attributes table > > > > Example : > > > > ConfidentialData --> xx > > > > > > > > > > Our config : > > > > - RT 4.2.12 > > > > - MySQL > > > > > > > > Thanks in advance for your help. > > Horst > > > > > > > > Note Importante: Le contenu de ce courriel est uniquement réservé à la > > personne > ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire > prévu, veuillez > nous en informer au plus vite et détruire le présent courriel. Dans ce cas, > il ne vous > est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de > quelque > manière que ce soit. > > > > > > Important Notice: The content of this e-mail is intended only and solely > > for the > use of the named recipient or organization. If you are not the named > recipient, > please inform us immediately and delete the present e-mail. In this case, you > are > not allowed to copy, distribute or use this e-mail in any way. > > > > > > > - > > RT 4.4 and RTIR training sessions, and a new workshop day! > > https://bestpractical.com/training > > * Los Angeles - January 9-11 2017 Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] Modifying some contents in History
Hello, We have users they have mentioned confidential information in RT. Now I need just to anonymize these information in the Ticket History. I’ve identified the transaction Id and now I how can I decode et re-encode the Content value located in the Attributes table Example : ConfidentialData --> xx Our config : - RT 4.2.12 - MySQL Thanks in advance for your help. Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - January 9-11 2017
[rt-users] RT 4.2.12 : Custom Fields not working
Hello, Custom fields do not work after migrating from version 4.2.0 to 4.2.12 release, tickets are not updated. The logs indicate nothing , no trace of activies for custom fields . An idea of what it may come ? In advance thank you for your help Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.
Re: [rt-users] External CustomFieldValues : Users from certain groups
Hello,
It's possible to filter over more than one group ?
$users-WhoBelongToGroups( Groups = [40] ...
Thanks
Horst
-Message d'origine-
De : rt-users [mailto:rt-users-boun...@lists.bestpractical.com] De la part de
Kevin Falcone
Envoyé : jeudi 1 mai 2014 19:11
À : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] External CustomFieldValues : Users from certain groups
On Thu, May 01, 2014 at 12:02:17PM +, Kriegers Horst wrote:
I try to have only the users from certain groups in a custom field.
My code doesn't work. I need your help.
Removing the WhoBelongToGroups is OK, no error ans all users are
available.
$users-WhoBelongToGroups{ Groups = {40},
IncludeSubgroupMembers = 0 };
You have two errors
Methods in perl are called with () not {} The Groups argument takes an
arrayref not a hashref
$users-WhoBelongToGroups( Groups = [40],
IncludeSubgroupMembers = 0 _;
-kevin
error log contains :
---
[17114] [Thu May 1 11:56:08 2014] [error]: syntax error at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99,
near
-WhoBelongToGroups{
Global symbol $users requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 101.
Global symbol $users requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 104.
Global symbol @res requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105.
Global symbol $i requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 108.
Global symbol @res requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111.
syntax error at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112, near
}
Compilation failed in require at (eval 791) line 2.
Stack:
[(eval 791):2]
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]
[/opt/rt4/share/html/Elements/EditCustomField:99]
[/opt/rt4/share/html/Elements/EditCustomFields:65]
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]
[/opt/rt4/share/html/Ticket/Modify.html:66]
[/opt/rt4/share/html/Ticket/autohandler:66]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
[/opt/rt4/local/html/autohandler:55]
Stack:
[/opt/rt4/sbin/../lib/RT/CustomField.pm:489]
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]
[/opt/rt4/share/html/Elements/EditCustomField:99]
[/opt/rt4/share/html/Elements/EditCustomFields:65]
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]
[/opt/rt4/share/html/Ticket/Modify.html:66]
[/opt/rt4/share/html/Ticket/autohandler:66]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
[/opt/rt4/local/html/autohandler:55]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
Trace begun at /opt/rt4/sbin/../lib/RT.pm line 295
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7fa4358d1470)',
'syntax error at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99,
near
-WhoBelongToGroups{ ^JGlobal symbol $users requires explicit
package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line
101.^JGlobal symbol $users
requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm
line 104.^JGlobal symbol @res requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line
105.^JGlobal symbol $i
requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm
line 108.^JGlobal symbol @res requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line
111.^Jsyntax error at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112,
near }^JCompilation
failed in require at (eval 791) line 2.^J^JStack:^J [(eval 791):2]^J
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J
[/opt/rt4/share/html/Elements/EditCustomField:99]^J
[/opt/rt4/share/html/Elements/EditCustomFields:65]^J
[/opt/rt4/share/html
[rt-users] External CustomFieldValues : Users from certain groups
Hi List,
I try to have only the users from certain groups in a custom field.
My code doesn’t work. I need your help.
Removing the “WhoBelongToGroups” is OK, no error ans all users are available.
RT version : 4.2.0
Thanks in advances.
Horst
local/lib/RT/CustomFieldValues/ADIUsers.pm
=
package RT::CustomFieldValues::ADIUsers;
use strict;
use warnings;
use base qw(RT::CustomFieldValues::External);
sub SourceDescription {
return 'RT LoRo ADI users';
}
sub ExternalValues {
my $self = shift;
my @res;
my $i = 0;
my $users = RT::Users-new( $self-CurrentUser );
$users-LimitToPrivileged;
$users-WhoBelongToGroups{ Groups = {40}, IncludeSubgroupMembers = 0 };
$users-LimitToEnabled;
while( my $user = $users-Next ) {
push @res, {
name= $user-Name.' ('.$user-RealName.')',
description = $user-RealName,
sortorder = $i++,
};
}
return \@res;
}
RT::Base-_ImportOverlays();
1;
==
error log contains :
---
[17114] [Thu May 1 11:56:08 2014] [error]: syntax error at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, near
-WhoBelongToGroups{
Global symbol $users requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 101.
Global symbol $users requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 104.
Global symbol @res requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105.
Global symbol $i requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 108.
Global symbol @res requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111.
syntax error at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm
line 112, near }
Compilation failed in require at (eval 791) line 2.
Stack:
[(eval 791):2]
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]
[/opt/rt4/share/html/Elements/EditCustomField:99]
[/opt/rt4/share/html/Elements/EditCustomFields:65]
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]
[/opt/rt4/share/html/Ticket/Modify.html:66]
[/opt/rt4/share/html/Ticket/autohandler:66]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
[/opt/rt4/local/html/autohandler:55]
Stack:
[/opt/rt4/sbin/../lib/RT/CustomField.pm:489]
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]
[/opt/rt4/share/html/Elements/EditCustomField:99]
[/opt/rt4/share/html/Elements/EditCustomFields:65]
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]
[/opt/rt4/share/html/Widgets/TitleBox:56]
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]
[/opt/rt4/share/html/Ticket/Modify.html:66]
[/opt/rt4/share/html/Ticket/autohandler:66]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
[/opt/rt4/local/html/autohandler:55]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
Trace begun at /opt/rt4/sbin/../lib/RT.pm line 295
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x7fa4358d1470)', 'syntax error at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 99, near
-WhoBelongToGroups{ ^JGlobal symbol $users requires explicit package name
at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line
101.^JGlobal symbol $users requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 104.^JGlobal
symbol @res requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 105.^JGlobal
symbol $i requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 108.^JGlobal
symbol @res requires explicit package name at
/opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 111.^Jsyntax
error at /opt/rt4/sbin/../local/lib/RT/CustomFieldValues/ADIUsers.pm line 112,
near }^JCompilation failed in require at (eval 791) line 2.^J^JStack:^J
[(eval 791):2]^J [/opt/rt4/local/html/Elements/EditCustomFieldSelect:161]^J
[/opt/rt4/local/html/Elements/EditCustomFieldSelect:54]^J
[/opt/rt4/share/html/Elements/EditCustomField:99]^J
[/opt/rt4/share/html/Elements/EditCustomFields:65]^J
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:56]^J
[/opt/rt4/share/html/Widgets/TitleBox:56]^J
[/opt/rt4/share/html/Elements/EditCustomFieldCustomGroupings:57]^J
[rt-users] Ticket comment is not sent to Cc if checkbox ticked
Hello All, A Ticket comment is not sent to the Cc user when the checkbox is ticked, only if the user his email is declared in the “One-time Cc” field. Our RT version is 4.2.0 Many thanks for your help Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Ticket comment is not sent to Cc if checkbox ticked
I’ve just found this, http://www.gossamer-threads.com/lists/rt/users/120156?search_string=checkboxToInput;#120156 http://issues.bestpractical.com/Ticket/Display.html?id=26959 Sorry for the disturb… Horst De : Kriegers Horst Envoyé : jeudi 24 avril 2014 07:54 À : 'ML - rt-users' Objet : Ticket comment is not sent to Cc if checkbox ticked Hello All, A Ticket comment is not sent to the Cc user when the checkbox is ticked, only if the user his email is declared in the “One-time Cc” field. Our RT version is 4.2.0 Many thanks for your help Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. -- RT Training - Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Lifecycle : Reply Action changes the status
Jim,
Thank you for your answer.
I’ve disabled this scrip and all is OK.
Horst
De : Jim Berry [mailto:jim.h.be...@frb.gov]
Envoyé : jeudi 19 décembre 2013 17:10
À : Kriegers Horst; 'ML - rt-users'
Objet : RE: Lifecycle : Reply Action changes the status
Horst,
Almost for sure you are running the scrip “On Correspond Open Tickets”.You
could disable this scrip entirely. You could then (optionally) write your own
condition which ignores tickets which have a certain status. For example, we
want the Open Tickets On Correspond action to take place only under this user
defined condition:
# Check for Transaction is Correspond and Ticket Status = new
# Otherwise a Correspond will leave status as is.
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
return ($trans-Type eq Correspond $ticket-Status eq new);
Jim
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kriegers Horst
Sent: Thursday, December 19, 2013 9:46 AM
To: 'ML - rt-users'
Subject: [rt-users] Lifecycle : Reply Action changes the status
Hello,
I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply”
action, the status will change automatically to “Open” instead of staying on
To test or Tested
Here my lifecycle definition :
Set(%Lifecycles,
igs = {
## Cycle de vie pour file file IGS
initial = [ 'new' ],
active = [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
# Default order statuses for certain actions
defaults = {
on_create = 'new',
},
# Transitions d'un statut vers un autre
transitions = {
'' = [qw(new open resolved)],
# from = [ to list ],
new = [qw(open ToTest IsTested stalled resolved rejected
deleted )],
open = [qw(new ToTest IsTested stalled resolved rejected
deleted )],
stalled = [qw(open ToTest rejected resolved deleted )],
resolved = [qw(open ToTest rejected deleted )],
rejected = [qw(new open ToTest resolved deleted )],
deleted = [qw(open ToTest stalled rejected resolved )],
ToTest = [qw(open stalled rejected resolved IsTested)],
IsTested = [qw(open stalled rejected resolved ToTest)],
},
# Actions
actions = [
'new - ToTest'= { label = 'ToTest', update =
'Comment' },
'open - ToTest' = { label = 'ToTest', update =
'comment' },
'ToTest - IsTested' = { label = 'IsTested', update =
'Comment' },
'IsTested - resolved' = { label = 'Resolve', update =
'Respond' },
'IsTested - ToTest' = { label = 'ToTest', update =
'Comment' },
],
},
# Status mapping
__maps__ = {
'default - igs' = {
'new' = 'new',
'open' = 'open',
'stalled' = 'stalled',
'resolved' = 'resolved',
'rejected' = 'rejected',
'deleted' = 'deleted',
},
'igs - default' = {
'new' = 'new',
'open' = 'open',
'stalled' = 'stalled',
'resolved' = 'resolved',
'rejected' = 'rejected',
'deleted' = 'deleted',
'ToTest' = 'open',
'IsTested' = 'open',
},
},
);
Thanks a lot,
Horst
Note Importante: Le contenu de ce courriel est uniquement réservé à la personne
ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu,
veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce
cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de
l'utiliser de quelque manière que ce soit.
Important Notice: The content of this e-mail is intended only and solely for
the use of the named recipient or organization. If you are not the named
recipient, please inform us immediately and delete the present e-mail. In this
case, you are not allowed to copy, distribute or use this e-mail in any way.
Note Importante: Le contenu de ce courriel est uniquement réservé à la personne
ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu,
veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce
cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de
l'utiliser de quelque manière que ce soit.
Important Notice: The content of this e-mail is intended only and solely for
the use of the named recipient or organization. If you
[rt-users] Lifecycle : Reply Action changes the status
Hello,
I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply”
action, the status will change automatically to “Open” instead of staying on
To test or Tested
Here my lifecycle definition :
Set(%Lifecycles,
igs = {
## Cycle de vie pour file file IGS
initial = [ 'new' ],
active = [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
# Default order statuses for certain actions
defaults = {
on_create = 'new',
},
# Transitions d'un statut vers un autre
transitions = {
'' = [qw(new open resolved)],
# from = [ to list ],
new = [qw(open ToTest IsTested stalled resolved rejected
deleted )],
open = [qw(new ToTest IsTested stalled resolved rejected
deleted )],
stalled = [qw(open ToTest rejected resolved deleted )],
resolved = [qw(open ToTest rejected deleted )],
rejected = [qw(new open ToTest resolved deleted )],
deleted = [qw(open ToTest stalled rejected resolved )],
ToTest = [qw(open stalled rejected resolved IsTested)],
IsTested = [qw(open stalled rejected resolved ToTest)],
},
# Actions
actions = [
'new - ToTest'= { label = 'ToTest', update =
'Comment' },
'open - ToTest' = { label = 'ToTest', update =
'comment' },
'ToTest - IsTested' = { label = 'IsTested', update =
'Comment' },
'IsTested - resolved' = { label = 'Resolve', update =
'Respond' },
'IsTested - ToTest' = { label = 'ToTest', update =
'Comment' },
],
},
# Status mapping
__maps__ = {
'default - igs' = {
'new' = 'new',
'open' = 'open',
'stalled' = 'stalled',
'resolved' = 'resolved',
'rejected' = 'rejected',
'deleted' = 'deleted',
},
'igs - default' = {
'new' = 'new',
'open' = 'open',
'stalled' = 'stalled',
'resolved' = 'resolved',
'rejected' = 'rejected',
'deleted' = 'deleted',
'ToTest' = 'open',
'IsTested' = 'open',
},
},
);
Thanks a lot,
Horst
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Re: [rt-users] Migration 4.08 to 4.2 : no style sheet
Hello, Sorry for the disturb ! I’ve found, the cause was callback. Nice day Horst De : Kriegers Horst Envoyé : vendredi 15 novembre 2013 08:21 À : 'ML - rt-users' Objet : Migration 4.08 to 4.2 : no style sheet Hi, I’ve migrated RT 4.08 to 4.2 and no style sheet a used. Any idea ? Thanks for your help Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.
[rt-users] Migration 4.08 to 4.2 : no style sheet
Hi, I’ve migrated RT 4.08 to 4.2 and no style sheet a used. Any idea ? Thanks for your help Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.
[rt-users] Lifecycle mapping
Hello,
I’ve created my first new lifecycle called “igs” and assigned it to à queue.
Set(%Lifecycles,
igs = {
initial = [ 'new' ],
active = [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
# Transitions d'un statut vers un autre
transitions = {
'' = [qw(new open resolved)],
# from = [ to list ],
new = [qw(open ToTest IsTested stalled resolved rejected
deleted )],
open = [qw(new ToTest IsTested stalled resolved rejected
deleted )],
stalled = [qw(new open ToTest IsTested rejected resolved deleted
)],
resolved = [qw(new open ToTest IsTested stalled rejected deleted
)],
rejected = [qw(new open ToTest IsTested stalled resolved deleted
)],
deleted = [qw(new open ToTest IsTested stalled rejected resolved
)],
ToTest = [qw(IsTested new open stalled rejected resolved )],
IsTested = [qw(ToTest new open stalled rejected resolved )],
},
# Actions
actions = [
'new - ToTest' = {
label = 'ToTest',
update = 'Comment',
},
'ToTest - IsTested' = {
label = 'IsTested',
update = 'Comment',
},
'IsTested - resolved' = {
label = 'Resolve',
update = 'Comment',
},
],
# Status mapping different different lifecycles
__maps__ = {
'igs - default' = {
'ToTest' = 'new',
'IsTested' = 'open',
},
},
},
);
I have the error “There is no mapping for statuses between these queues.
Contact your system administrator.” when I try to move a ticket from the “igs”
lifecycle queue to a default lifecycle queue.
Your help would be appreciate.
Thanks,
Horst
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[rt-users] How to add a link in the quickbar ?
Hello, I wish to add a link for all authenticated users (privileged and unprivileged) in the Quickbar or PersonalQuickBar. What is the best way of making this (RT 4.0.6) ? Thanks for your help, Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] How to add a link in the quickbar ?
Thanks, I've now a new item on my menu, it's OK. Now have 2 questions : - This new item is (automatically ?) inserted between the items Tool and Configuration . It's possible to change the sort order so that my new item is always positioned at the end of the menu ? - This new item is accessible only for Privileged users, how it's possible to make this accessible for all authenticated users (Privileged and unprivileged) ? Horst Ps Sorry for my poor English ... Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] How to automatically disable user account
Hi all, Based on AD user properties “userAccountControl” , I need to automatically disable RT users (similar to unchecking the checkbox Let User Access RT in the rt web UI). It is possible to do this ? With a Perl script ? Thanks for your help. Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.
Re: [rt-users] How to automatically disable user account
Thanks for this start idea. Horst -Message d'origine- De : rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] De la part de Joachim Thuau Envoyé : lundi, 30. juillet 2012 17:20 À : 'ML - rt-users' Objet : Re: [rt-users] How to automatically disable user account This should get you started: ((objectClass=user)(!(objectClass=computer))(mail=*)(!(userAccountContr ol:1.2.840.113556.1.4.803:=2))) That is: * users, not computers, which are mail enabled, and which don't have the bit in userAccountControl set for disabled account. From there, you can write a perl script that go over every user in your RT db, and checks them against this filter via LDAP and updates the users that are disabled in AD... Thanks, Jok -- | Joachim Thuau | IT Systems Engineer - Linux / SpaceX | From: Kriegers Horst horst.krieg...@loro.chmailto:horst.krieg...@loro.ch Date: Monday, July 30, 2012 2:48 AM To: 'ML - rt-users' rt-users@lists.bestpractical.commailto:rt- us...@lists.bestpractical.com Subject: [rt-users] How to automatically disable user account Hi all, Based on AD user properties “userAccountControl” , I need to automatically disable RT users (similar to unchecking the checkbox Let User Access RT in the rt web UI). It is possible to do this ? With a Perl script ? Thanks for your help. Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way.
Re: [rt-users] Register Bcc as AdminCc user
Russlan, Thank you for your reply. I have two problems. First, I do not understand the code in the Notify.pm, I'm not a perl dev. : ( Second, I'm not sure I was clear in my question, sorry ... My wish is to register as a user AdminCc which was declared as Bcc when creating a new ticket by email. I do not know if it's possible. Horst -Message d'origine- De : ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] De la part de Ruslan Zakirov Envoyé : jeudi, 8. décembre 2011 09:26 À : Kriegers Horst Cc : ML - rt-users Objet : Re: [rt-users] Register Bcc as AdminCc user On Thu, Dec 8, 2011 at 11:43, Kriegers Horst horst.krieg...@loro.ch wrote: Hello all, After 2 days of searching I don’t find any solution and now I need your help. I wich to automatically register Bcc user as AdminCc on ticket. Is there a configuration or a scrip to do this ? If you mean one time recipient Bcc input then it's saved in headers. Grep for OtherRecipients in lib/RT/Action/Notify.pm to see how get addresses in your custom scrip. A great thanks for your help. Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Register Bcc as AdminCc user
it's not. Incoming mail has no Bcc field, MTA deleted it during processing. Thanks for your answer. Regards, Horst -Message d'origine- De : ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] De la part de Ruslan Zakirov Envoyé : jeudi, 8. décembre 2011 16:11 À : Kriegers Horst Cc : ML - rt-users Objet : Re: [rt-users] Register Bcc as AdminCc user On Thu, Dec 8, 2011 at 18:48, Kriegers Horst horst.krieg...@loro.ch wrote: Russlan, Thank you for your reply. I have two problems. First, I do not understand the code in the Notify.pm, I'm not a perl dev. : ( Second, I'm not sure I was clear in my question, sorry ... My wish is to register as a user AdminCc which was declared as Bcc when creating a new ticket by email. I do not know if it's possible. it's not. Incoming mail has no Bcc field, MTA deleted it during processing. Horst -- Best regards, Ruslan. Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Register Bcc as AdminCc user
Hello all, After 2 days of searching I don’t find any solution and now I need your help. I wich to automatically register Bcc user as AdminCc on ticket. Is there a configuration or a scrip to do this ? A great thanks for your help. Horst Note Importante: Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. Important Notice: The content of this e-mail is intended only and solely for the use of the named recipient or organization. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are not allowed to copy, distribute or use this e-mail in any way. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
