Re: [rt-users] Adding ticket "Description" to the top of the page

[Parish, Brent]

Total shot in the dark here, but one idea might be to create a custom field (of 
type: “text”), and copy the initial request into that upon ticket creation (via 
a  Scrip).
You could probably truncate the text to keep it fairly small, with a “more” 
link that hyperlinks to the initial question.  To do this, I’m betting you 
would need to run the Scrip in batch mode though, so you would have access to 
the new ticket number and transaction id (e.g. 
http://rt.example.com/Ticket/Display.html?id=41408#txn-1989052)
If you wanted to get really fancy, you could look into incorporating a gist-ing 
routine instead of merely truncating – that would be very [geeky] cool!


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Chris McClement
Sent: Sunday, December 4, 2016 6:26 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Adding ticket "Description" to the top of the page

By default, I sort ticket History so that the newest entry is at the top. 
However, I would like to be able to have the original request visible when I 
first open a ticket. Does anyone have any suggestions for achieving this? In 
other words, the Display tab of a ticket would have a section containing the 
first comment/description, but the History section would still be sorted with 
newest item at the top of the list.
-
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] Excluding Commands from CommandbyMail parsing

[Parish, Brent]

Hi.

Dunno if it is the best way, but what I do it in RT 4.4.1 is edit the file:
   
/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm

Around line 349 look for this block of code, and add the line indicated with 
the plus (+) in front of it (without including the plus sign itself).

 my $found_pseudoheaders = 0;
 foreach my $line (@content) {
 next if $line =~ /^\s*$/ && ! $found_pseudoheaders;
+ last if $line =~ m/^(from:|cid:)/i;
 last if $line !~ /^(?:(\S+(?:{.*})?)\s*?:\s*?(.*)\s*?|)$/;
 last if not defined $1 and $found_pseudoheaders;
 next if not defined $1;

What this does is bail out of processing further lines as mail commands once it 
finds a line beginning with “From: “  (e.g. from a forwarded email).
It ALSO drops out if it finds “cid:”, which we sometimes saw with inline images 
being forwarded.

Please note that on older versions of RT, this block of code was found 
somewhere around line 228 in:

/opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm

Thanks,
Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Chris McClement
Sent: Sunday, October 02, 2016 7:56 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Excluding Commands from CommandbyMail parsing

I've implemented the CommandbyMail extension 
(http://search.cpan.org/dist/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm)
 in my RT 4.4.4 installation. It works well - almost too well!  I am getting 
"Extended Mailgate Errors" returned because the plugin is parsing the message 
body for "Command: value" (which it is meant to do) and picking up, in emails 
forwarded to RT:

"To: x...@abc.com"
"From: x...@abc.com"
"sent: the_date_sent"

And trying to process them as commands.

In addition, forwarded emails have "Subject: [Support ID #12345] 
some_new_subject" and this is changing the subject of the RT job to the new 
subject, which is different from the subject used when the ticket was 
originally created.

Is there a way to stop CommandbyMail from parsing "to:" "from" and "sent:" as 
commands, or at least configuring it to not return errors when it fails to 
match it to a valid command? And is there a way to prevent parsing "Subject: 
" so that my subjects no longer change?


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Moving entire RT instance between two servers?

[Parish, Brent]

Hi Alex

I recently shifted from physical server to VM.
First I downloaded the RT source and ran the configure and make fixdeps to get 
all the required Perl modules on the target machine.
(I also had some other modules I needed outside of core for extensions and 
custom code, had to get those by hand)

Then (like you said) I simply tar’ed up /opt/rt4 and moved it over, and copied 
over the mail config (/etc/aliases, /etc/postfix/main.cf, etc), as well as 
Apache config files.

I used mysqldump to copy the database over

I recommend removing var/mason_data/obj/*  (clear Mason Cache) after the move, 
and for cleanliness I generally reset all the logs too (apache, rt, etc).
If you are concerned, you could also increase verbosity on Apache logs for a 
bit to keep an eye on things.

Just double check all your config files (mail, RT, and Apache) for things like 
hostname or something else specific to new machine)


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Alex Hall
Sent: Wednesday, September 07, 2016 8:05 AM
To: rt-users 
Subject: [rt-users] Moving entire RT instance between two servers?

Hi all,
I'm waiting for my work to set up a Debian server locally. In the meantime I 
continue to expand and use my test instance, which is on my own Digital Ocean 
server. When we have the local Debian server ready, is there any way for me to 
move the entire database from my server to the new one at work, along with the 
other configuration, fetchmailrc, and any other files? Or is overriding files 
and databases a recipe for disaster, and I'd be better off re-doing everything 
on the new server?

--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] API - Forward/Vb externally

[Parish, Brent]

I hope I'm not oversimplifying and missing something here, but this seems to me 
like it is built into RT.

I'd think the best way would be to have the auto notifications turned on for 
the CRM queue.  Even if the Requestor of the ticket has an external email 
address, RT should send that user an email telling them they have a new ticket.

In reading your initial email, it sounds like you might have a queue that 
sometimes CRM tickets go into (with an external Requestor), but not all tickets 
in that queue should get auto-replies?
If that is true, maybe you can use a scrip something like this:
Condition:  User Defined
Action:  Notify Requestors
Template:  Autoreply in HTML
Applies to:  CRM Queue
add a Custom Condition something like this (completely untested!):
#  AUTO-NOTIFY REQUESTOR ONLY IF THEY HAVE EXTERNAL ADDRESS
#  (e.g. TICKET IS CREATED BY CRM)

#  BAIL OUT IF THIS IS NOT AN "On Create" ACTION:
return 0 unless $self->TransactionObj->Type eq "Create";

my $Ticket = $self->TicketObj;
my $Requestors = lc($self->TicketObj->RequestorAddresses);
$RT::Logger->debug("Requestors for ticket #:" . $Ticket->id . " are: 
$Requestors");

foreach my $Person (split(',', $Requestors)) {
return 1 if ( $Person  !~ m/@example\.com/i );
}

#  NO ONE WITH AN EXTERNAL ADDRESS (e.g. NOT "example.com"), SO
#  DON'T SEND AUTO-REPLY
return 0;

Alternatively, you could use a custom field (containing external email address) 
that is only populated if it was created from CRM, and make a scrip that fires 
on that condition (e.g. email address is present in that field), sending a 
notification to that address, but then you would may end up designing all sorts 
of triggers and conditions to handle other built-in RT functionality for 
external requestors?


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Joel Bergmark
Sent: Tuesday, May 10, 2016 3:22 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] API - Forward/Vb externally

Hi again,

Made a small but ugly flowchart on how i would like it to work. I also found 
several people asking for similar functionality. Does anyone know if this is 
possible with RT today? (Either create ticket then auto forward, or create 
ticket then use the api on that ticket to forward externally)?

https://docs.google.com/drawings/d/1QMptft9mywdzNtqp6Juq5RJw1tCJJy3-3DZ5ZlP8mB0/edit?usp=sharing

Regards, Joel

Från: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] För Joel 
Bergmark
Skickat: den 9 maj 2016 10:21
Till: rt-users@lists.bestpractical.com
Ämne: [rt-users] API - Forward/Vb externally

Hi everyone,

Just looking for some suggestions, we are in the processes of implementing our 
CRM system to talk to the REST API, and I got stuck a bit on the best way to 
use the API to create a ticket and then forward the information in the ticket 
to external party by email.

In our case we have 15 different Queues that different departments work in, 
many of them are for both internal (RT/CRM) and external communication. And 
some of them does not really fit for "On create autoreply to requestors".

Have anyone of you guys set up a similar thing, or does anyone have a better 
way to do this?

Regards, Joel.




-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Importing ticketing data into the RT SQL database

[Parish, Brent]

Hi Dave

Documentation can be found here:  https://www.bestpractical.com/docs/rt/4.4/

Not sure which side you made the custom fields on?  If you mean in the old 
system that you are importing into RT, it shouldn’t be an issue (not from the 
RT side I mean).
RT has some fantastic support for custom fields.  Some of the fields from the 
old systems that I exported (and imported into RT) went into 
stock/out-of-the-box RT fields (e.g. subject, date started, etc).  Others went 
into custom fields I had created in RT for the import.  These can be easily 
created and maintained via the RT web interface.
The CLI interface supports data entry into RT custom fields, as do the REST and 
Command-by-mail interfaces.




From: Dave Florek [mailto:dave.a.flo...@gmail.com]
Sent: Wednesday, April 27, 2016 2:09 PM
To: Parish, Brent <bpar...@cognex.com>
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Importing ticketing data into the RT SQL database

Hi Brent,

Thanks for the heads up. Does Best Practical keep any updated documentation on 
the RT CLI syntax somewhere as the RT versions change? I have the Essentials 
book and the Wikia has some useful information, but I'd like something that 
provides in-depth coverage. I made several custom fields, so I'm not sure how 
that would change the CLI inputs. This is going to be a fun expedition.

Sincerely,
Dave

On Wed, Apr 27, 2016 at 1:05 PM, Parish, Brent 
<bpar...@cognex.com<mailto:bpar...@cognex.com>> wrote:
Hi Dave

I would strongly recommend against importing ticket data directly into the RT 
database, I sincerely doubt you will end up with anything usable!
There are a myriad of internal references (very normalized table structure, as 
I’m sure you saw).

There may be better ways to do it, but when I had to  shift tickets from two 
different support tools into RT I wrote an importer to do it.
The importer used RT’s command line interface to push the old systems into RT, 
one ticket at a time.
That way, RT creates all the requisite references, objects, etc.

As to adding your own fields to the RT database, I cannot answer that, sorry!


-  Brent



From: rt-users 
[mailto:rt-users-boun...@lists.bestpractical.com<mailto:rt-users-boun...@lists.bestpractical.com>]
 On Behalf Of Dave Florek
Sent: Wednesday, April 27, 2016 12:31 PM
To: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Subject: [rt-users] Importing ticketing data into the RT SQL database

Hi,

I'm about to import a large amount of ticketing data into the RT SQL database. 
I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, 
tickets) to import the data to. Since I'm unfamiliar with the db backend, can I 
generate any of my own set of identifiers as long as they aren't duplicate of 
the identifiers that are already present in the SQL db?

Thanks in advance,

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Importing ticketing data into the RT SQL database

[Parish, Brent]

Hi Dave

I would strongly recommend against importing ticket data directly into the RT 
database, I sincerely doubt you will end up with anything usable!
There are a myriad of internal references (very normalized table structure, as 
I’m sure you saw).

There may be better ways to do it, but when I had to  shift tickets from two 
different support tools into RT I wrote an importer to do it.
The importer used RT’s command line interface to push the old systems into RT, 
one ticket at a time.
That way, RT creates all the requisite references, objects, etc.

As to adding your own fields to the RT database, I cannot answer that, sorry!


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Dave Florek
Sent: Wednesday, April 27, 2016 12:31 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Importing ticketing data into the RT SQL database

Hi,

I'm about to import a large amount of ticketing data into the RT SQL database. 
I spotted three sections in the SQL db (objectcustomfieldvalues, attachments, 
tickets) to import the data to. Since I'm unfamiliar with the db backend, can I 
generate any of my own set of identifiers as long as they aren't duplicate of 
the identifiers that are already present in the SQL db?

Thanks in advance,
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] data replication RT server to RT server

[Parish, Brent]

If using MySQL you can do circular replication, I was keeping a “live” backup 
of our database for disaster recovery/failover using Tungsten.
But the point Ken made about database differences between versions is a HUGE 
thing to consider!!!

I run all RT upgrades in a test environment before moving to prod.
I got really tired of flattening and rebuilding test by hand so I hacked 
together this:  
http://parishnetworks.blogspot.com/2014/10/a-script-to-flatten-rt-devtest-and.html

It’s pretty ugly so I wouldn’t use it as-is, but it may serve as a starting 
point for you.


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Boris Epstein
Sent: Friday, April 08, 2016 3:02 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] data replication RT server to RT server

Hello listmates,

Here is what I have in mind.

Let us say I have a production RT instance. Let us call it rt_prod. Let us also 
say I want to run a staging instance on which I would be testing new versions, 
extensions, etc. Let us call is rt_stag.

Is there a way to synchronize the to with regard to actual ticket data - i.e., 
make it so that once any modification is made on the production one (rt_prod), 
for instance, the same is reflected on staging (rt_stag). I may even want to do 
it both ways.

Any way to do something like this - or am I just dreaming?

Thanks.

Boris.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Easy way to import a CSV file into ticketing?

[Parish, Brent]

Agreed – CLI is a good way to go.

I wrote a Perl script to import the database from two other applications and 
that worked reasonably well.
One was a CSV export and the other was a MSSQL database we just connected 
directly to (two different cases that I munged into a single script)

I ran the importer against our test RT environment so I could continue to tweak 
it (and blow it away to start fresh) a number of times before going to prod – I 
highly recommend doing that!

Of note:  Importing into RT will automatically create new ticket numbers for 
the old data.  In our case, it was imperative that I kept the original ticket 
numbers from the one database import, so I ran it first (against an empty RT 
install) and set the ticket number, knowing it wouldn’t overwrite anything in a 
blank RT instance.

I have not looked at or updated the scripts for a long time now, but this may 
be helpful to get you started anyway:
http://parishnetworks.blogspot.com/2014/10/importing-into-rt-from-another-helpdesk.html





From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Eierschmalz, Bernhard
Sent: Monday, April 04, 2016 4:01 AM
To: Dave Florek 
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Easy way to import a CSV file into ticketing?

Hello Dave,

I import many kinds of CSV-files with bash scripts and rt-cli – maybe this 
would be an idea for you!


Mit freundlichen Grüßen,
Best regards,

Bernhard

Von: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von 
Dave Florek
Gesendet: Donnerstag, 31. März 2016 21:22
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Easy way to import a CSV file into ticketing?

Good afternoon,

If I have a CSV file full of information that I need to import into RT that's 
not an asset, is there an easy way to do this? I'm looking at the information 
posted in Postgresql for the database, and it looks doable, however I'm not 
sure if I can do it with the UIDs that RT generates.

Any ideas?

Sincerely,
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

Re: [rt-users] Customizing the New ticket page on the RT Self service portal

[Parish, Brent]

There’s probably other ways, but this is what we do:

Per the recommended method of altering RT code, copy 
share/html/SelfService/CreateTicketInQueue.html to 
local/html/SelfService/CreateTicketInQueue.html  (create the path first if it 
does not already exist, and be sure not to overwrite your customized 
CreateTicketInQueue.html if it is already in that local/…  path!)
   (see http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir for 
details on customizing code in this way)

What changed the actual layout was the table style (qlist).
For this style to take effect, create a style sheet in local/static/css  (e.g. 
local/static/css/norseman.css).
   (see the official docs here 
https://docs.bestpractical.com/rt/4.4.0/customizing/styling_rt.html for details)

Tweak these to whatever looks good to you, this is our style sheet:

/*
*
*CUSTOM CSS STYLES FOR RT
*
*/

/*  SELF SERVICE PAGE LAYOUTS  */

/*  THIN BORDERS GROUPING FORM ELEMENTS/SECTIONS TOGETHER  */
td.tblbdr { border: solid #bb 1px; }

/*  THE TEXT (INSTRUCTIONS) UNDERNEATH EACH FORM ELEMENT/INPUT  */
td.helptext {
   color: #44;
   font-style: italic;
}

/*  LIST OF QUEUES TO CREATE A NEW TICKET IN, ON SelfService PAGE  */
table.qlist { border-style: none; }

/*  STYLE THE NAME OF THE QUEUE ON THIS "NEW TICKET IN ..." PAGE  */
/*   GENERIC (BOTH  AND  TAGS)  */
.qname {
   color: blue;
   font-weight: bold;
}
/*   APPLIES TO THE  TAG  */
td.qname { padding: 7px; }
/*   APPLIES TO THE  TAG  */
td.qname a:visited { color: blue; }

/*  FORCES TWO COLUMN (NEW TICKET) FORMS TO PUSH THE COLUMNS FURTHER APART  */
td.empty {
   width: 60px;
   overflow: hidden;
   display: inline-block;
   white-space: nowrap;
}

/*  FOR [Mandatory] CUSTOM FIELDS, CHANGE FORMATTING:  */
.requiredfield {
   color: #aa;
   font-style: italic;
}

/*  LEFT ALIGNED LABEL  */
.labelleft {
   .label
   text-align: left;
}


Have RT load that file via something like this in your RT_SiteConfig.pm file:
Set( @CSSFiles, ('norseman.css') );


Here is how we modified the CreateTicketInQueue.html file.
Only the style references are necessary, the rest is added code that looks in 
local/html/SelfService for html files that match the names of your queues.
If it finds one (e.g. Helpdesk.html, or whatever), it will load that customized 
page display in lieu of the generic ‘new ticket’ page.
We did this because some of our queues required extra text (helpful 
instructions) and page layout.

# diff -u /opt/rt4/share/html/SelfService/CreateTicketInQueue.html  
CreateTicketInQueue.html
--- /opt/rt4/share/html/SelfService/CreateTicketInQueue.html2015-06-19 
22:44:32.956890832 -0400
+++ CreateTicketInQueue.html2015-05-15 12:33:16.806628404 -0400
@@ -47,16 +47,21 @@
%# END BPS TAGGED BLOCK }}}
<& Elements/Header, Title => loc("Create a ticket") &>
-<&|/l&>Select a queue for your new ticket
+<&|/l&>Please select a queue (department) for your new ticket
-
+
% while (my $queue = $queues->Next) {
 % next unless $queue->CurrentUserHasRight('CreateTicket');
-<%$queue->Name%>
-<%$queue->Description%>
+% my $QueueName = $queue->Name;
+% if (-e "/opt/rt4/local/html/SelfService/$QueueName.html") {
+<%$queue->Name%>
+% } else {
+<%$queue->Name%>
% }
-
+<%$queue->Description%>
+% }
+
<%init>
my $queues = RT::Queues->new($session{'CurrentUser'});
$queues->UnLimit;




From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Robert Deptuch
Sent: Tuesday, March 29, 2016 12:18 PM
To: 'rt-users@lists.bestpractical.com' 
Subject: [rt-users] Customizing the New ticket page on the RT Self service 
portal

I am trying to figure out when logged into the RT self service portal, if I can 
modify the way the list of Queues shows up when creating a new ticket? By 
default the Queue name and description are cluttered together, and have the 
same font size/color making it a little less user friendly then I would like. I 
would like to either modify the spacing so its not so cluttered, change the 
font size or color for the Queue name so it stands out better, or both. If 
anyone know if this is even possible or not before I get to time invested into 
it, I would greatly appreciate your knowledge.

I am using RT 4.2.9 currently.

Thanks.

[http://media.norseman.ca/Email/Signatures/NG/NI.jpg]

Robert Deptuch
Technical Support Analyst
3815 Wanuskewin Road
Saskatoon, SK, S7P 1A4
T:(306) 385-2735  F:(306) 249-1889
C:(306) 291-4409 TF:(888) 457-2004
rdept...@norseman.ca  
norseman.ca


The information in this e-mail and any attachments are privileged and 
confidential and for the intended recipient(s) only. Any unauthorized use is 
strictly prohibited. 

Re: [rt-users] Replying to the same ticket at same time.

[Parish, Brent]

Sorry!  You are quite correct, Joop - I am using that extension (and yes, it is 
compatible with 4.4 -- or rather I should say that I have not had any issues 
with it yet) 



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Joop
Sent: Monday, March 21, 2016 4:27 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Replying to the same ticket at same time.

On 21-3-2016 20:48, Parish, Brent wrote:
> 4.4 offers a "ticket locked" message that you can leverage
>
>
>
Are you referring to core functionality? because I haven't seen that mentioned 
in the 4.4 Readme.
I'm aware of the extension RT::Extension::TicketLocking but haven't tried if 
its compatible with 4.4.

Regards,

Joop

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Re: [rt-users] Replying to the same ticket at same time.

[Parish, Brent]

4.4 offers a "ticket locked" message that you can leverage


-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Matt Zagrabelny
Sent: Monday, March 21, 2016 3:13 PM
To: Jesse Maseto 
Cc: rt-users 
Subject: Re: [rt-users] Replying to the same ticket at same time.

On Mon, Mar 21, 2016 at 2:09 PM, Jesse Maseto  
wrote:
> Scenario: Two different employees are working on and replying to the 
> same ticket at the same time.
>
> Is there a way to send a notification that this ticket has already 
> been replied to before the second reply is sent? or while the second 
> employee has the ticket open?

You could grant ReplyTo to only the Owner and Requestors of the ticket.

Sometimes Owner can be used as a mutex for the ticket.

-m
-
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https://urldefense.proofpoint.com/v2/url?u=https-3A__bestpractical.com_training=CwICAg=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=rNvi5hnZijpW7PIBzUjRmHwQQIkuCXjyQqVJdxu_C24=zsjgWcb5TvEHGXJBv8MsIV1cNPRl0XANpXLe53fOLBw=
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Re: [rt-users] Consulting back-office or other departments without notifying requestor

[Parish, Brent]

Agreed - we often use linked tickets here.

For example, I want the NetOps team to do something on the ticket so I create a 
child ticket and assign that to their queue.
(If there is a dependency, I create a DependsOn instead of Child).
This offers a secondary benefit of cleaning up reporting - who did what in what 
queue, how many tickets they worked, etc.


Alternatively, you can hit Reply in the web interface to add correspondence to 
the ticket.
Cc the other team (so far, this is exactly what you described originally)
BUT uncheck the original Requestor(s) from that specific Reply.
You can uncheck them at the bottom of the Reply page, under the Scrips and 
Recipients block.
Note:  If you go this route, the comment will be visible to them if the 
Requestor uses the SelfService interface to view ticket history.
Also, I believe you need the "ShowOutgoingEmail" permission (View exact 
outgoing email messages and their recipients, on the Rights For Staff tab in 
the Group Rights page for the Queue) to do this(?)


-  Brent


From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Jim Brandt
Sent: Tuesday, February 23, 2016 3:55 PM
To: Lieven Bridts ; 'rt-users@lists.bestpractical.com' 

Subject: Re: [rt-users] Consulting back-office or other departments without 
notifying requestor

The simplest approach is probably to use Links. Under the Links section, you'll 
see a Create button that lets you easily create a linked ticket. You can have 
your internal conversation on the linked ticket and just reply back to the 
requestor when it's appropriate.
On 2/23/16 3:04 PM, Lieven Bridts wrote:
Hello group,

We're using RT for several years now and upgraded recently to RT 4.4
A lot of our tickets involve requests where the owner of the ticket needs to 
make some inquiries or put other departments at work.
e.g. As a response to a ticket a new user account has to be created and some 
actions like delivering devices (smartphone, laptop) or giving access to 
applications has to be done by other departments.

We could manually send out some answers or replies with the involved 
departments  in CC:
But, since these are not comments,  by default the requestor gets all the 
correspondence as well, e.g. when the department answers that the smartphone is 
ready to be picked up.
This is not what we want.

The situation above can be compared with the queue "Investigations" in RTIR 
where new tickets are created, linked to the original one, but without 
notifying the requestor(s)
Installing RTIR seems like overkill, since this has little or nothing to do 
with incidents.

What is the best practice to create a working solution for this problem?
Has anyone done this before? Are there some ready-made contributions that I can 
use?
My knowledge of Perl is rather limited, so I could create a scrip but this 
should mainly be based on copy-pasting and little adjustments of examples.

Much obliged,
Lieven














-

RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)

* Hamburg Germany - March 14 & 15, 2016

* Washington DC - May 23 & 24, 2016

-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

Re: [rt-users] rt SelfService

[Parish, Brent]

Hi

I'm not sure I understand correctly?

You mentioned everyone in your group being responsible for each queue.
That sounds like the people in your group are the "Admins" (RT calls people who 
work on tickets Admins).

If this is true, Admins probably shouldn't be using the SelfService interface.
SelfService pages are intended for Requestors (the people who want help and 
requested tickets) to check on their OWN tickets, not all the tickets in the 
queue(s).

In the top navigation bar, choose Admin -> Queues -> Select
Then click on a queue to configure it.
On the Queue Configuration page, use "Group Rights" and/or "User Rights" to 
manage the permissions for that queue.

I think for someone in your group to see all the tickets in that queue, you 
will need to select (at a minimum) "View Queue" (SeeQueue) and "View Ticket 
Summaries" (ShowTicket) rights.

If you are just getting started with RT, please see the documentation online at 
https://www.bestpractical.com/docs/rt/4.2/
Also, the training sessions that Best Practical offers are a fantastic way to 
learn a great deal about the product!
There are some very old (RT version 3?) videos on youtube that may be helpful 
https://www.youtube.com/results?search_query=request+tracker+


-  Brent




From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
wajdi
Sent: Thursday, February 18, 2016 5:21 AM
To: rt-users@lists.bestpractical.com
Cc: rt-users-requ...@lists.bestpractical.com
Subject: [rt-users] rt SelfService

Hi,
I have rt4.2.12  working fine in my society and I have my group. I want that 
every one of my group be responsible of ech queue so I want that every user see 
all the tickets of the queue under his responsibility when he logged in in the 
SelfService.
Please help me

-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

Re: [rt-users] override mail adress for forwarding

[Parish, Brent]

Hope I understood your question correctly!

Our RT sends mail that appears to come from the Actor, e.g. bparish VIA RT
One queue wants their outbound RT email to come from the Queue, e.g.  Helpdesk 
Via RT

To do that, I copied lib/RT/Action/SendEmail.pm to  local/lib/RT/Action and 
added a line:

Look for the GetFriendlyName subroutine, around line 948.
Scroll down a few lines down to the "Unless" section:
unless ( $friendly_name ) {
$friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;

And add a line like this:
$friendly_name = $self->TicketObj->QueueObj->Description if 
($self->TicketObj->QueueObj->Name eq 'Helpdesk');

(changing 'Helpdesk' to the name of your queue).

So in the end it would look like this:

unless ( $friendly_name ) {
$friendly_name = $self->TransactionObj->CreatorObj->FriendlyName;
$friendly_name = $self->TicketObj->QueueObj->Description if 
($self->TicketObj->QueueObj->Name eq 'Helpdesk');
if ( $friendly_name =~ /^"(.*)"$/ ) {# a quoted string
$friendly_name = $1;
}
}

Bear in mind that you will need to manually merge changes with new versions of 
RT!
(do a diff to see if there are any changes in new versions with the 
SendEmail.pm file)

Hope it helps,
Brent



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
frankfurter
Sent: Thursday, February 11, 2016 8:19 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] override mail adress for forwarding

Hi!

i'm trying to find a way to forward tickets from one of our queues with the 
queues mailaddress, NOT the users address. 
the problem is we need this only for one queue, for all other queues we need 
Set($ForwardFromUser, 1); in RT_SiteConfig. 

is there a way to override the users address in a template or scrib ? 

thanks in advance

David





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View this message in context: 
https://urldefense.proofpoint.com/v2/url?u=http-3A__requesttracker.8502.n7.nabble.com_override-2Dmail-2Dadress-2Dfor-2Dforwarding-2Dtp61349.html=CwICAg=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=7hmhMYizUDOF2glWZt7iUfh4rNdoIZKXrMowcWxcKTI=nztGfrQ_ihBR5BHaRIfTs6cSU57pg8E9wYH9aAmG-D8=
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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 )
* Hamburg Germany  March 14 & 15, 2016

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RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany  March 14 & 15, 2016

Re: [rt-users] rt-server.fcgi hangs

[Parish, Brent]

Hi

Unfortunately, problems like this can be related to so many things that it 
becomes time consuming to go back and forth a lot to troubleshoot it.

I’m not sure if that’s why you received no responses last time or not, but it 
definitely had me leaning towards not responding.

If you want to be sure to get it up and running, you can always engage Best 
Practical for that – they offer consulting and professional services, a hosted 
option, all sorts of goodies.

If you want to get it running to “kick the tires” and see what its all about, I 
can imagine you would want to set it up yourself first to play with it.

What platform are you running it on?
What version of RT did you download from Best Practical?
(it looks like maybe a pkg install from the path names)

There is some great documentation on the Best Practical website.
This page covers the various ways to set up the web server:
https://www.bestpractical.com/docs/rt/4.4/web_deployment.html


-  Brent




From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Joseph Mays
Sent: Monday, February 01, 2016 3:54 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] rt-server.fcgi hangs

This is interesting. I wound up tabling RT for almost a year, am just now 
getting back to it and started over with installing it from scratch. I got it 
all set up, runs fine run from the command line on port 8080, went back to 
installing it under a new virtual host, got an error message, tried to figure 
it out, went looking for information on it, searched the mailing list, and 
found that I had asked about the same error message a year ago and never got a 
response.

Error message is: FastCGI: incomplete headers (0 bytes) received from server 
"/usr/local/sbin/rt-server.fcgi"

I’ll repost what my virtual host config is now

FastCgiServer /usr/local/sbin/rt-server.fcgi -processes 5 -idle-timeout 300


AddDefaultCharset UTF-8
ScriptAlias / /usr/local/sbin/rt-server.fcgi/

DocumentRoot "/usr/local/share/rt42/html"

Require all granted
Options +ExecCGI
AddHandler fastcgi-script fcgi





From: Joseph Mays
Sent: Wednesday, March 25, 2015 12:45 PM
To: Joseph Mays
Subject: Re: [rt-users] mod_fastcgi hangs

Tried reinstalling mod_fastcgi and changing the permissions of 
/usr/local/sbin/rt-server.fcgi to no avail.

From: Joseph Mays
Sent: Tuesday, March 24, 2015 5:04 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] mod_fastcgi hangs

Running mod_fastcgi under apache 2.4 on FreeBSD 10.1. I believe it’s 
successfully calling mod_fastcgi now, but in the browser it just hangs. Here’s 
what I get in the logs when try to pull an info.php from the website

[Tue Mar 24 16:58:45.988597 2015] [:error] [pid 86182] [client 
216.24.33.245:65013] FastCGI: comm with server "/usr/local/sbin/rt-server.fcgi" 
aborted: idle timeout (300 sec)
[Tue Mar 24 16:58:45.989641 2015] [:error] [pid 86182] [client 
216.24.33.245:65013] FastCGI: incomplete headers (0 bytes) received from server 
"/usr/local/sbin/rt-server.fcgi"
216.24.33.245 - - [24/Mar/2015:16:53:45 -0400] "GET /info.php HTTP/1.1" 500 538

Here’s the vhost config I’m running under.

FastCgiServer /usr/local/sbin/rt-server.fcgi -processes 5 -idle-timeout 300


ServerAdmin webmas...@tickets.win.net
DocumentRoot "/usr/local/www/apache24/data/rt42"
ServerName tickets.win.net
ErrorLog "/var/log/tickets.win.net-8080-error_log"
CustomLog "/var/log/tickets.win.net-8080-access_log" common
ScriptAlias / /usr/local/sbin/rt-server.fcgi/

AllowOverride None
Require all granted


AllowOverride None
Require all granted


AllowOverride None
Require all granted


AllowOverride None
Require all granted
Options +ExecCGI
AddHandler fastcgi-script fcgi





-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany — March 14 & 15, 2016

Re: [rt-users] bug in rt-mailgate

[Parish, Brent]

I think if you leave a few blank lines at the top of the email it should be ok.

I ran into this when people forwarded email but added no extra lines, so the 
Command-by-mail extension would intepret “From: 
some...@mail.com” at the top of the email body as a 
command.

Unless someone has better ideas, you could also edit 
RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
Somewhere around line 228, add this:
last if $line =~ /^(from:)/i;
(or in your case, replace the “from:” with “ip:”)


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Dumitru Catalin
Sent: Monday, February 01, 2016 10:56 AM
To: rt-users
Subject: [rt-users] bug in rt-mailgate

All email sent to RT is scanned by rt-mailgate for known commands. So far so 
good, but when a user sends an email with something like that: ip: 10.0.0.0 the 
rt-mailgate try to interpret ip like a command and return an error email. How 
can i stop rt to interpret all the strings separated bi ":" from email? Or how 
can i stop rt to send the error email?

Thank You!

-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany — March 14 & 15, 2016

Re: [rt-users] Display ticket

[Parish, Brent]

I'm not convinced that quoting using the pound/hash symbol is a bug?
RT does quote folding by a number of different tactics/symbols (presumably to 
accommodate the wide variety of email clients and various forms of quoting 
forwarded text).

I second the turning it off by user (I do that personally).

If it is only a few tickets here and there, you can also simply click on the 
links used to toggle/expand the quoting within that email/ticket.
Lastly, you could click on the "Show all quoted text" to expand them all within 
that ticket (located to the right at the very top of the History section of the 
page).




-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Matt Zagrabelny
Sent: Thursday, January 07, 2016 11:13 AM
To: Andrea Caputto
Cc: rt-users
Subject: Re: [rt-users] Display ticket

On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto  wrote:
> do you see the picture i have attached?

Yep. :)

 maybe that explains, the problem is
> in the display of the message, i write something linke:
>
> ## execute comand
>
> find --name pepe
>
>
> and in the tickets show only "find --name ..." and the phrases that 
> begin with ## dont show , are hide.

Okay. Now I understand.

RT tries to do quote folding:

https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding=CwIBaQ=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0=
 

but their logic is failing for your example.

It looks like RT is using HTML::Quoted to do the quoting. I see three options 
for you:

1. Turn off QuoteFolding either globally or per user.
2. Submit a bug report for RT.
3. Dig into HTML::Quoted to see why it is misquoting your example.

Cheers,

-m

Re: [rt-users] Display ticket

[Parish, Brent]

https://www.bestpractical.com/docs/rt/4.4/RT_Config.html#Application-logic

(scroll up, it’s the line just above where this link takes you to)



From: Andrea Caputto [mailto:andropo...@gmail.com]
Sent: Thursday, January 07, 2016 2:17 PM
To: Parish, Brent; Matt Zagrabelny
Cc: rt-users
Subject: Re: [rt-users] Display ticket

Can you please tell me how to  Turn off QuoteFolding ? globally? thanks

El jue., 7 ene. 2016 a las 14:03, Parish, Brent 
(<bpar...@cognex.com<mailto:bpar...@cognex.com>>) escribió:
I'm not convinced that quoting using the pound/hash symbol is a bug?
RT does quote folding by a number of different tactics/symbols (presumably to 
accommodate the wide variety of email clients and various forms of quoting 
forwarded text).

I second the turning it off by user (I do that personally).

If it is only a few tickets here and there, you can also simply click on the 
links used to toggle/expand the quoting within that email/ticket.
Lastly, you could click on the "Show all quoted text" to expand them all within 
that ticket (located to the right at the very top of the History section of the 
page).




-Original Message-
From: rt-users 
[mailto:rt-users-boun...@lists.bestpractical.com<mailto:rt-users-boun...@lists.bestpractical.com>]
 On Behalf Of Matt Zagrabelny
Sent: Thursday, January 07, 2016 11:13 AM
To: Andrea Caputto
Cc: rt-users
Subject: Re: [rt-users] Display ticket

On Thu, Jan 7, 2016 at 10:03 AM, Andrea Caputto 
<andropo...@gmail.com<mailto:andropo...@gmail.com>> wrote:
> do you see the picture i have attached?

Yep. :)

 maybe that explains, the problem is
> in the display of the message, i write something linke:
>
> ## execute comand
>
> find --name pepe
>
>
> and in the tickets show only "find --name ..." and the phrases that
> begin with ## dont show , are hide.

Okay. Now I understand.

RT tries to do quote folding:

https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_RT-5FConfig.html-23QuoteFolding=CwIBaQ=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=hPHKKkrNejZVa4lEl2tYTDGGM_RLcDzsqmNj4A2zZdM=jYZqvLxksWPDpO7-FnKgIlzFv_w0fiZbNmemA-FvKm0=

but their logic is failing for your example.

It looks like RT is using HTML::Quoted to do the quoting. I see three options 
for you:

1. Turn off QuoteFolding either globally or per user.
2. Submit a bug report for RT.
3. Dig into HTML::Quoted to see why it is misquoting your example.

Cheers,

-m
--
Andrea Caputto

Re: [rt-users] RT Import and nested groups

[Parish, Brent]

Hi.

I've found that I have to be sure that each group (within the nested groups) 
needs to match the AD filter in RT_SiteConfig.pm.
(yours probably does, just throwing It out there for completeness)

Also, in my case the nested groups all imported, but do not automatically 
maintain their nested relationships (at least not in 4.4.0 where I was testing 
this).
(I had to go into RT to make one group a member of the other)

On the other hand, if you were referring to the import of the USERS within the 
nested groups, that’s a different story.
I have not used group membership myself in the $LDAPFilter within 
RT_SiteConfig.pm.
Mine looks something like this:
Set($LDAPFilter, 
'(&(sAMAccountType=805306368)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))');

RT imports all active accounts, then the groups (according to 
$LDAPGroupFilter), then adds the appropriate users to groups.

- Brent



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
James A. Peltier
Sent: Tuesday, November 24, 2015 5:25 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT Import and nested groups

Hi All,

We have an RT installation that we're trying to sync AD Groups into RT groups.  
These groups in AD have other groups nested in them. When doing an rt-import 
the groups are empty.  Looking at the code it doesn't appear that there is a 
way to get the list of users out of AD and into RT using this method.  Is that 
correct?

-- 
James A. Peltier
IT Services - Research Computing Group
Simon Fraser University - Burnaby Campus
Phone   : 604-365-6432
Fax : 778-782-3045
E-Mail  : jpelt...@sfu.ca
Website : 
https://urldefense.proofpoint.com/v2/url?u=http-3A__www.sfu.ca_itservices=CwICaQ=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=eAVeEW_cCH-0tdTNDuPsYhDflc8JZpcFyh_RGlbwX3w=8xUGQD0FMBk9hwYcPp3OTSP5FCW__7GIGbrL9hiEuvI=
 
Twitter : @sfu_rcg
Powering Engagement Through Technology

Re: [rt-users] RT 4.4 RC1 Update

[Parish, Brent]

Each user can configure their own Perl repository, so for system-wide module 
availability I always install (via CPAN) as root.
I suppose you could also do it as the same user that the webserver is running 
under, but I have not tested that.


From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
David Ramage
Sent: Friday, November 20, 2015 1:53 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT 4.4 RC1 Update

It might be helpful to try installing those modules from CPAN.  You might get 
some more verbose output about why the install is failing.

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Max McGrath
Sent: Friday, November 20, 2015 10:34 AM
To: Shawn Moore >
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT 4.4 RC1 Update

Weird...

I try make testdeps as a different user and now I see the following.  Not sure 
why the other user I tried as reported everything as OK:

SOME DEPENDENCIES WERE MISSING.
CORE missing dependencies:
Scope::Upper ...MISSING
Data::Page::Pageset ...MISSING
JavaScript::Minifier::XS ...MISSING
CSS::Minifier::XS ...MISSING
HTML::FormatText::WithLinks::AndTables >= 0.06 ...MISSING
Business::Hours ...MISSING

A make fixdeps has trouble fixing the issues.  So...probably not your issue.  
Something on my end is funky...unless you're willing to help ;)
--
Max McGrath [Image removed by sender.] 

Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu

On Fri, Nov 20, 2015 at 12:15 PM, Max McGrath 
> wrote:
I also just tried the following.  Again, not an expert, just guessing:

root@help:/tmp/rt-4.4.0rc1# perl -MCPAN -e 
shell
Terminal does not support AddHistory.

cpan shell -- CPAN exploration and modules installation (v1.960001)
Enter 'h' for help.

cpan[1]> install Scope::Upper
Going to read '/home/administrator/.cpan/Metadata'
  Database was generated on Fri, 20 Nov 2015 11:17:02 GMT
Scope::Upper is up to date (0.28).


--
Max McGrath [Image removed by sender.] 

Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu

On Fri, Nov 20, 2015 at 12:08 PM, Max McGrath 
> wrote:
Thanks for the reply Shawn!

When I do make fixdeps I get 'All dependencies have been found'.

Max

--
Max McGrath [Image removed by sender.] 

Network Administrator
Carthage College
262-552-5512
mmcgr...@carthage.edu

On Fri, Nov 20, 2015 at 12:02 PM, Shawn Moore 
> wrote:

On 2015年11月20日 at 12:56:15, Max McGrath 
(mmcgr...@carthage.edu) wrote:
> Hello -

Hi Max,

> Just tried upgrading from RT 4.2.12 to RT 4.4 RC1 in my test environment to
> give you some feedback. Hopefully this is the proper place to post this:

Thank you for testing the RC! This is a perfectly fine place to discuss it. :-)

> […] Now I am getting this: […]
> Can't locate Scope/Upper.pm in @INC (@INC contains:
> […]

This is the root of the problem. You’re missing one of the new dependencies in 
RT, the Perl module Scope::Upper. It looks like RT is declaring that dependency 
correctly, so this might have just been a fluke. If you run “make fixdeps” 
again it should install that module for you.

> I don't claim to be a Perl or Apache expert, so if I'm missing something
> simple -- some help would be appreciated!
>
> Thanks!
>
> Max

Thank you :)
Shawn

Re: [rt-users] migrate 3.8.9 to current

[Parish, Brent]

I'm very curious to hear other responses/experiences, but if it were me I would 
shift the old 3.x onto the new hardware and then go through the upgrade 
procedures to bring it up to 4.x.
Maybe not necessary(?), but it would make me feel better that the database gets 
all the required changes made to it.



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Rob Sullivan
Sent: Friday, November 20, 2015 4:51 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] migrate 3.8.9 to current

I have a very old instance of RT running on ancient hardware. I'd like to port 
it over to a new server and current version. I've got a vanilla install of 
4.2.12 on the new server with a mysql database, and I've exported/imported the 
rt3 database from the old server to the new one. I'm looking for a 
recommendation on the best way to run through the database upgrade procedure on 
the new server. 

- shut down apache, change the database name in RT_SiteConfig.pm to rt3? 
- drop vanilla rt4 database and import the rt3 database with name rt4, then run 
make upgrade-database as one normally would?
- other, much smarter option?

Thanks,

Rob Sullivan
Manager of Systems Engineering
Peerless Network Inc
312-506-0948

Re: [rt-users] Fwd: Request tracker

[Parish, Brent]

Ah, my mistake!
RT does require Data::GUID, which then requires Data::UUID.
I didn’t realize that until I saw your log where the load fails in GUID.pm line 
10 (trying to load UUID).

And the UUID example script works for you, right?

#!/usr/bin/perl
use strict;
use warnings;
require Data::UUID;
my $ug = Data::UUID->new;
print $ug->create_from_name_str('NameSpace_URL', "www.mycompany.com");
print "\n";




From: Gerald Jimenez [mailto:gejim...@gmail.com]
Sent: Thursday, November 19, 2015 12:31 PM
To: Parish, Brent
Cc: rt-users
Subject: Re: [rt-users] Fwd: Request tracker

I installed a fresh version of apache on a new centos 7, after the error I 
manually  installed the  Data::UUID module from yum and after that from source 
but I got the same error.

This is the rt.log using debug:

Tue Nov 10 12:56:53.844353 2015] [core:notice] [pid 5852] AH00094: Command 
line: '/usr/sbin/httpd -D FOREGROUND'
[5886] [Tue Nov 10 17:57:03 2015] [critical]: Can't locate loadable object for 
module Data::UUID in @INC (@INC contains: /opt/rt4/sbin/../local/lib 
/opt/rt4/sbin/../lib /usr/local/lib64/perl5 /usr/local/share/perl5 
/usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 
/usr/share/perl5 .) at /usr/local/lib64/perl5/Data/GUID.pm line 10.
Compilation failed in require at /usr/local/lib64/perl5/Data/GUID.pm line 10.
BEGIN failed--compilation aborted at /usr/local/lib64/perl5/Data/GUID.pm line 
10.



On Thu, Nov 19, 2015 at 12:20 PM, Parish, Brent 
<bpar...@cognex.com<mailto:bpar...@cognex.com>> wrote:
I don't have any super advice here, just throwing out some ideas in case it 
helps.

I don't see Data::UUID in the Perl requirements for RT?
It looks instead to be something needed by Apache, for ModPerl or FCGI?

Tough to say without being on the system, but from what I understand it's not 
missing Data::UUID itself, but rather an object associated with it (e.g. shared 
object, etc)?
That can happen if you copied over any of the libs instead of installing them?

I wonder what might happen if you do a 'forced' full re-install of Data::UUID?
Or maybe there are some leftover pointers to an older version of the shared 
objects?
e.g. If Apache was copied over and not upgraded, etc

Did you get that error from the Apache logs and are they cranked up to debug 
level?
Are there other error lines nearby in the log(s) that might have more details?

- Brent


-Original Message-
From: rt-users 
[mailto:rt-users-boun...@lists.bestpractical.com<mailto:rt-users-boun...@lists.bestpractical.com>]
 On Behalf Of Matt Zagrabelny
Sent: Monday, November 16, 2015 11:39 AM
To: Gerald Jimenez
Cc: rt-users
Subject: Re: [rt-users] Fwd: Request tracker

On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez 
<gejim...@gmail.com<mailto:gejim...@gmail.com>> wrote:
>
> Hi,
>
> I have request tracker installed on a centos 6 server but now I need
> to update my server to centos 7.
> I have tried to install request tracker 4.2 to my centos 7 server but
> after sucessfully finished the installation the web page of rt doesnt
> load and I got this error "Can't locate loadable object for module Data::UUID 
> in @INC".

Do you have that module installed?

-m

Re: [rt-users] Fwd: Request tracker

[Parish, Brent]

I don't have any super advice here, just throwing out some ideas in case it 
helps.

I don't see Data::UUID in the Perl requirements for RT?
It looks instead to be something needed by Apache, for ModPerl or FCGI?

Tough to say without being on the system, but from what I understand it's not 
missing Data::UUID itself, but rather an object associated with it (e.g. shared 
object, etc)?
That can happen if you copied over any of the libs instead of installing them?

I wonder what might happen if you do a 'forced' full re-install of Data::UUID?
Or maybe there are some leftover pointers to an older version of the shared 
objects?
e.g. If Apache was copied over and not upgraded, etc

Did you get that error from the Apache logs and are they cranked up to debug 
level?
Are there other error lines nearby in the log(s) that might have more details?

- Brent


-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Matt Zagrabelny
Sent: Monday, November 16, 2015 11:39 AM
To: Gerald Jimenez
Cc: rt-users
Subject: Re: [rt-users] Fwd: Request tracker

On Mon, Nov 16, 2015 at 10:36 AM, Gerald Jimenez  wrote:
>
> Hi,
>
> I have request tracker installed on a centos 6 server but now I need 
> to update my server to centos 7.
> I have tried to install request tracker 4.2 to my centos 7 server but 
> after sucessfully finished the installation the web page of rt doesnt 
> load and I got this error "Can't locate loadable object for module Data::UUID 
> in @INC".

Do you have that module installed?

-m

Re: [rt-users] Unable to create scrips in RT 4.2.12

[Parish, Brent]

Awesome idea -- thanks, Chris!  



-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de] 
Sent: Wednesday, November 11, 2015 1:33 AM
To: Parish, Brent; David Ramage; rt-users@lists.bestpractical.com
Subject: Re: Unable to create scrips in RT 4.2.12

Hi Brent,

you should give Callbacks [1] a chance.
We use this for years. Minor (4.2.11 > 4.2.12) version updates are done without 
any modification. Sometimes even major (4.2.12 > 4.4.0) updates can be make 
without changing a callback file.

Chris

[1]
https://urldefense.proofpoint.com/v2/url?u=https-3A__www.bestpractical.com_docs_rt_4.2_writing-5Fextensions.html-23Callbacks=CwID-g=VCWpAYkS3z1bOCIxc-BPGZarCq9MRCAVxZJE051VqH8=luSRdPePk6fhFa3rH2PFBzWEtgcJguY0a__6vpfaX-I=McuUaLqBVdmZULlQOCtTdy-4eKG1SF68GCtyYZn8kEU=_59KjpgZJcA4mJMDI7cIiDyOEDdhVc2aaiW-8M8CwmA=
 

Am 11.11.2015 um 03:53 schrieb Parish, Brent:
> Good catch!
> 
>  
> 
> I'm sure other people have better ways to do this, but this is what 
> works for me in our environment:
> 
>  
> 
> First I copy the original RT file into the local/  directory tree (per 
> standard RT modification practices).
> 
> But I make two copies there - one is named with a ".orig" file extension.
> 
>   e.g.
> 
> Tabs
> 
>  Tabs.orig
> 
>  
> 
> The .orig file is a copy of the original Tabs file (at the time I 
> modified it, lets say version 4.0.9.
> 
> After I run an upgrade (e,g, to 4.2.12), I first do a 'diff' on the 
> Tabs.orig (remember, that is 4.0.9) against the new Tabs (4.2.12).
> 
> If the files are the same (no changes in the new version of RT), I 
> keep my changed Tabs file as-is.
> 
> If there are changes in the new rev, I must manually merge my changes 
> into it.
> 
> (and then copy the new version (original) as the new Tabs.orig, ready 
> for the next upgrade).
> 
>  
> 
> A nice side effect of this is that I can run a 'find' command after 
> each upgrade for *.orig, to ensure I am merging all code changes.
> 
>  
> 
> Just my 2 cents.
> 
> -  Brent
> 

Re: [rt-users] Unable to create scrips in RT 4.2.12

[Parish, Brent]

Good catch!

I'm sure other people have better ways to do this, but this is what works for 
me in our environment:

First I copy the original RT file into the local/  directory tree (per standard 
RT modification practices).
But I make two copies there - one is named with a ".orig" file extension.
  e.g.
Tabs
 Tabs.orig

The .orig file is a copy of the original Tabs file (at the time I modified it, 
lets say version 4.0.9.
After I run an upgrade (e,g, to 4.2.12), I first do a 'diff' on the Tabs.orig 
(remember, that is 4.0.9) against the new Tabs (4.2.12).
If the files are the same (no changes in the new version of RT), I keep my 
changed Tabs file as-is.
If there are changes in the new rev, I must manually merge my changes into it.
(and then copy the new version (original) as the new Tabs.orig, ready for the 
next upgrade).

A nice side effect of this is that I can run a 'find' command after each 
upgrade for *.orig, to ensure I am merging all code changes.

Just my 2 cents.

-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
David Ramage
Sent: Tuesday, November 10, 2015 6:42 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to create scrips in RT 4.2.12

The previous admin had made some customizations to the Tabs file.  It looks 
like some internal URL plumbing changed between 4.0.9 and 4.2.12, and the URLs 
specified in the menu pointed to bad locations.

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
David Ramage
Sent: Monday, November 09, 2015 3:54 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Unable to create scrips in RT 4.2.12

Good afternoon,
I recently inherited a RT installation.  After upgrading our test system to 
4.2.12 I am unable to create scrips, either locally or for a specific queue.  I 
get a standard "An internal error has occurred" message from the web UI, and 
the following in syslog:

[17510] Can't call method "Queue" on an undefined value at 
/opt/rt4/sbin/../lib/RT/Scrip.pm line 450.#012#012Stack:#012  
[/opt/rt4/sbin/../lib/RT/Scrip.pm:450]#012
[/opt/rt4/share/html/Admin/Elements/EditScrip:83]#012
[/opt/rt4/share/html/Widgets/TitleBox:56]#012
[/opt/rt4/share/html/Admin/Elements/EditScrip:89]#012
[/opt/rt4/share/html/Admin/Queues/Scrip.html:52]#012
[/opt/rt4/share/html/Admin/autohandler:49]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:681]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:369]#012
[/opt/rt4/share/html/autohandler:53]#012

I have verified that the undefined value is $args{'TicketObj'} in the Stage 
function in Scrip.pm, but haven't gotten any further.  I'll be greatful for any 
suggestions.

Re: [rt-users] New ticket layout change

[Parish, Brent]

I suspect the JavaScript answer is probably the cleanest and most flexible way.

In our environment, I have a number of departments that have all asked for 
their own (small) customizations for the SelfService Create Ticket page.

First I copied the CreateTicketInQueue.html page into local/html/SelfService.
Then I made a simple change to it:  An 'if' statement that checks for the 
presence of an HTML file in the same SelfService directory, matching the queue 
name.
If that HTML file is found, it will load that HTML file instead of the default 
'Create.html' file.
For example, If I have a queue named "Helpdesk" and a 
local/html/SelfService/Helpdesk.html file is found, RT loads that one.
 
--- CreateTicketInQueue.html.orig   2015-06-19 22:46:35.970131253 -0400
+++ CreateTicketInQueue.html2015-05-15 12:33:16.802273062 -0400
@@ -2,7 +2,7 @@
 %#
 %# COPYRIGHT:
 %#
-%# This software is Copyright (c) 1996-2015 Best Practical Solutions, LLC
+%# This software is Copyright (c) 1996-2014 Best Practical Solutions, LLC
 %#  
 %#
 %# (Except where explicitly superseded by other copyright notices)
@@ -47,16 +47,21 @@
 %# END BPS TAGGED BLOCK }}}
 <& Elements/Header, Title => loc("Create a ticket") &>

-<&|/l&>Select a queue for your new ticket
+<&|/l&>Please select a queue (department) for your new ticket

-
+
 % while (my $queue = $queues->Next) {
 % next unless $queue->CurrentUserHasRight('CreateTicket');

-<%$queue->Name%>
-<%$queue->Description%>
+% my $QueueName = $queue->Name;
+% if (-e "/opt/rt4/local/html/SelfService/$QueueName.html") {
+<%$queue->Name%>
+% } else {
+<%$queue->Name%>
 % }
-
+<%$queue->Description%>
+% }
+
 <%init>
 my $queues = RT::Queues->new($session{'CurrentUser'});
 $queues->UnLimit;

Then within each of the queue name HTML files I customize which fields are 
available (Sometimes), change how they appear on the page, add 'help' text for 
some fields, etc.

- Brent




-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Matt Zagrabelny
Sent: Friday, September 18, 2015 10:59 AM
To: Kobus Bensch
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] New ticket layout change

On Fri, Sep 18, 2015 at 5:27 AM, Kobus Bensch  
wrote:
> Hi
>
> I am in the process of creating an electronic change request system in RT.
> At the moment the layout is as follows:
>
> --
> ---
> |  Create new ticket |  Basics
> |  Requestor | Queue
> |  CC |  Status
> |  Admin CC  | Owner
> |  Subject |---
> |  Describe Issue  |Assets
> | |---
> | |Custom Fields
> | |CF1
> | |cf2
> | |cf3
> | |cf4
> | |cfr5
> | |cf6
> | |cf7
> | |etc
> --
> ---
> How do I move the Custom field section to the left and across the 
> whole page for this one queue if possible?

JavaScript.

I've not rearranged the page with JS, but I'd imagine it could be done. Good 
luck.

> How do I change the filed sizes for CF's on a per field basis?

JavaScript.

I have done quite a bit of work with CFs via JS and there is some overhead to 
pay to get initially setup due to the JS needing to use the 'id' of the 
element. I'd be happy to write up what I've done, but let me know if you're 
serious about the undertaking - it'll probably take 10 or 20 minutes to write 
it up.

Cheers,

-m

Re: [rt-users] RT Installation

[Parish, Brent]

Hi Rainer

I understand your frustration.
There have been a number of products that I have installed as an IT guy where I 
had this same frustration - what is the most painless way to get the instance 
running -- just so I can play with it and see if it seems to be worth pursuing 
more?

For those of us who have been working with RT for a number of years, it does 
seem rather easy or straightforward to set up.
But I imagine it is like that for everything in life, no?  More practice means 
more familiarity and ease.

I can't give enough praise for Best Practical and RT - so I definitely think it 
is well worth it to persevere until you have it running and you can evaluate it 
for yourself.

I have not come across any A to Z type setup documents or videos, and don't 
expect I ever will.  
I think this is at least in part due to the power and flexibility of the 
product, which is a very good thing!
I personally would not want to give up any of the amazing features of the 
product just to make it easier to run 'out of the box'.

I know everyone is pointing you to the docs and they are worth it - well 
written, concise, complete.
I guess the point I'm trying to make is that RT is a great product and well 
worth it all: reading the docs, taking the time to learn it, set it up, 
experiment with it, and of course going to training.  

If you haven't seen it yet, this site is worth looking at too:  
http://requesttracker.wikia.com/wiki/HomePage

Best of luck!
Brent



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Marc Chantreux
Sent: Wednesday, January 28, 2015 2:57 AM
To: Rainer Duffner
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Installation

On Tue, Jan 27, 2015 at 09:31:26PM +0100, Rainer Duffner wrote:
 Why RT and RTIR are so hard to install and work properlly? I dont know
 perl
 Here’s your problem ;-)
 Most people probably stopped reading right there.  

seriously? assuming that the sysop is comming with a basic admin skill (knowing 
what make do and how to setup an nginx to communicate with fcgi), perl 
programs are quiet easy to install when someone pointed you on the good 
ressources:  

https://bestpractical.com/docs/rt/4.2/ 

especially 
https://bestpractical.com/docs/rt/4.2/initialdata.html

and 
https://bestpractical.com/docs/rt/4.2/rt-server.fcgi.html 

and when it comes to perl dependecies: 

https://metacpan.org/release/App-cpanminus
https://metacpan.org/pod/local::lib 

and if you're using a debian derrivative; apt-get install dh-make-perl and run 
your own debian repo.

I really think that the perl ecosystem makes perl applications the easiest to 
install (comparing to other dynamic langages like python or ruby... not to 
mention npm)

The problem is not to have a running RT but frankly, i have very hard time to 
figure out how to set it up correctly. the missing documentation is something 
that explain the general philosophy of RT for administrators and some step by 
step tutorials (for example: installing a notification or a basic ticket 
routing).

I guess that's what we learn from the best practical trainings but comming from 
a french university, london wasn't that affordable.  

regards

--
Marc Chantreux,
Mes coordonnées: http://annuaire.unistra.fr/chercher?n=chantreux
Direction Informatique, Université de Strasbourg (http://unistra.fr) Don't 
believe everything you read on the Internet
-- Abraham Lincoln

Re: [rt-users] Any webinars that exist showing the articles functionality in RT?

[Parish, Brent]

I highly recommend attending the RT training seminars!
After using RT for over 12 years I finally went to one and loved it, looking 
forward to another one or perhaps bringing them onsite to do group training at 
my company.
http://bestpractical.com/services/training.html

We are just now starting to use the Articles functionality.  So far, I only use 
it for ‘recipes’ on how to do things (e.g. how to add an iSCSI volume to 
Solaris).
This is because (unlike tickets) you can change the text in Articles as the 
recipe changes (e.g. learn new things to do, commands change slightly with new 
versions of the OS, etc)


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Mike Johnson
Sent: Monday, January 05, 2015 10:00 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Any webinars that exist showing the articles functionality 
in RT?

As the subject line says, I'd love to see any recordings of how people utilize 
the Articles functionality in RT. This was previously RTFM.

I am currently running 3.8.10, and am not able to do an upgrade right now. I 
installed RTFM and fiddled around with it, but I can't really see a fluid use 
of it, and I'm thinking I'm just simply missing the point... or thinking it 
should be doing something that it doesn't.

Anyway, if anyone knows of a webinar, or demo of that portion of RT, could you 
point me in the right direction?

I have a very hard time web searching for RT related content with the term 
articles, and well RTFM just brings up what I want to tell people when they 
submit tickets to RT :P

Youtube has a handful of videos that are useful, but none that I've watched so 
far (I've watched 1/2 of the 24 video playlist that pops up when searching)

Thanks!
Mike.
--
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.camailto:mike.john...@nosm.ca

Re: [rt-users] Migrations from ZenDesk

[Parish, Brent]

Hi

I posted the importer I wrote/used to import from 2 systems (one csv/xls and 
the other direct db) here:
http://parishnetworks.blogspot.com/2014/10/importing-into-rt-from-another-helpdesk.html

It’s a pretty simplistic script, take it for what it’s worth!  (usual 
disclaimers apply)
Obviously much depends on hardware, custom fields, etc but we imported about 
11,000 tickets in 90 min or so.

Hopefully someone has something a bit more robust/adaptable/tricky, but if 
nothing else, it may give you a starting point to roll your own.

Whatever you end up with, I strongly recommend having a (highly) disposable 
dev/test environment to run the importers in!
We ran ours countless times as we twiddled, fiddled, and adjusted things.


-  Brent




From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Matt Wells
Sent: Tuesday, October 21, 2014 1:49 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Migrations from ZenDesk

Has anyone every imported a csv from Zendesk?  We're migrating our company from 
Zendesk and don't want to lose that data.  I've seen some on the zendesk export 
but not really the importing.

-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] How to correctly dump metadata other RT environment?

[Parish, Brent]

Hi Markus

I was very interested to see answers on this because I have the same issue.

For me, there are two parts:

1)  Take everything from production except Tickets and Transactions

2)  Restore anything in Dev/Test that has not made it to production yet 
(test queues, group rights, etc) so we don't have to re-create it all through 
the browser

I wrote a quick script (steps outlined below), but it feels very kludge-y so 
I'm sure there is a better way!

Bear in mind that I am taking this list from a script, so you'll obviously have 
to adjust the commands and I've likely mis-typed the syntax of a few.

* Run MySQL dump files of production:
mysqldump -uroot -pPASSWORD -hPRODUCTION_HOST rt4 --ignore-table=rt4.Tickets 
--ignore-table=rt4.AttachmentsIndex --ignore-table rt4.sessions  production.sql
mysqldump -uroot -pPASSWORD -hPRODUCTION_HOST --no-data rt4 Tickets  
production.sql
mysqldump -uroot -pPASSWORD -hPRODUCTION_HOST --no-data rt4 sessions  
production.sql

* Drop Test rt4 database

* Create Test rt4 database

* Import the production dump

mysql -uroot -pPASSWORD -Drt4  production.sql

* Run a select on the Queues table to get all the CorrespondAddress 
values from the database.  Alter these addresses for Test (here we use the same 
addresses, with test appended) and run an Update loop to change them.

* Remove the old RT logs, Apache logs, and sphinx indexes

* Run the RT Validator to clean out anything related to the (now 
missing) Tickets:

/opt/rt4/sbin/rt-validator -c --resolve --force

* Add the Sphinx table back in

/opt/rt4/sbin/rt-setup-fulltext-index --dba root --dba-password PASSWORD 
--maxmatches=1 --url='sphinx://127.0.0.1:3312/rt' --table='AttachmentsIndex'

* Re-run the LDAP user import to get any updates to users/groups

/opt/rt4/local/plugins/RT-Extension-LDAPImport/bin/rtldapimport --import 
--debug  /opt/rt4/var/log/rt_ldapimport.log 21

* We change the title bar to red in Test so we can see at a glance 
which environment we are in while using the browser interface.  The lines are 
too long to post here unless someone is very interested.  In short, we check 
for existing theme mods to not overwrite something else, then create a small 
initialdata file with just the new @Attributes entry, then import that with the 
rt-setup-database command

* I keep a separate directory of initialdata files (containing all 
customizations made to Test but not yet in production) and import those too.

This works, but after a new import I often have to stop apache, start the 
built-in server to log in once, then restart apache.


-  Brent



From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
markus.wildb...@eu.magna.com
Sent: Tuesday, October 07, 2014 7:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] How to correctly dump metadata other RT environment?

Hi guys!

I'm trying to move all customizations I did in our productive environment to 
our test environment (on a clean, fresh installation).
I do not want to transfer the complete database because I dont need the tickets 
(and all the other stuff like transactions, etc.). So I thought the right way 
is to use the rt-dump-metadata program.
If I try to import the metadata-file through rt-setup-database into the 
test-environment I get errors and the configuration is not transferred 
successfully!



Could someone of you give me an explanation, what the definite steps for moving 
this metadata are?
My approach was the following:

Export:
rt4/sbin/rt-dump-metadata -a -s  metadata.xml

Import:
rt4-devel/sbin/rt-setup-database --action drop
rt4-devel/sbin/rt-setup-database --action create,schema
rt4-devel/sbin/rt-setup-database --action insert --datafile ../rt4/metadata.xml


Did I miss a step? I don't know if I have to do --action acl,coredata first or 
not. However, I get many different errors.

I'm using two completely separated instances of RT 4.2.7 with MySQL 5.5.38 on 
Debian 7

Would be fine, if someone has some input for me! I will try the recommended 
steps and get the definite error messages for you afterwards...



Greetings,

Markus Wildbolz
-- 
RT Training November 4  5 Los Angeles
http://bestpractical.com/training

Re: [rt-users] RT Database pruning before moving to new server

[Parish, Brent]

I'm interested to hear from everyone too, as one of these days I hope to drop 
out some unnecessary attachments from the database.

One thing that I found in our environment is that the sessions table was 
absolutely huge and accounted for more than 80% of our database size.

You can use the sbin/rt-clean-sessions script to help prune that if you find 
that your sessions table is also very large.

If you are migrating to another database server, you can also leave out the 
sessions table.  
For example, with MySQL:
mysqldump -u$RootDBuser -p$RootDBpassword -h$DBhost rt4 --ignore-table 
rt4.sessions  db_backup.sql
(or just truncate it after importing into the new server)

- Brent



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Lists
Sent: Wednesday, June 04, 2014 8:21 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT Database pruning before moving to new server

Hi,

I am new to the RT lists as well as new to the administration of the RT 
product.  My company has used RT for many years but was maintained by another 
admin.

I have been asked to upgrade our RT system from version 3.8.1 running on CentOS 
5.9 to version 4.2.4 running on CentOS 6.5.

Our current RT3 database is over 18 gigs and I was told that our admins have 
never pruned or purged any of the old data.  Are there any utilities or scripts 
in RT that I can use to purge old data cleanly or is all of that done directly 
through the database, ie mysql in my case?

Thanks,

Dave
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] creating tickets with CF values without ModifyCustomField right

[Parish, Brent]

Thanks, Chris!
I appreciate the detailed response and suggestions

I suspect you are quite right and for at least some of the custom fields, your 
way would be a much better/easier solution!

To be honest, I don't think I had considered (or even knew about?) being able 
to control custom field permissions on BOTH the custom field level AND queue 
level.

The one thing that might cause me problems is that at least one of the fields 
should not be viewable by the requestors once it is in the new queue.  It's 
sort of a priority field, and we don't want them to know if their priority gets 
downgraded.  Since it seems that it's an all-or-nothing to see custom fields on 
the queue level, then I don't have the option to hide some fields but allow 
them to see others.

In any case, I'm definitely going to test your idea for at least some of the 
fields we have here!

Thanks,
Brent

 

-Original Message-
From: Christian Loos [mailto:cl...@netcologne.de] 
Sent: Tuesday, June 03, 2014 6:18 AM
To: rt-users@lists.bestpractical.com
Cc: Parish, Brent; elac...@easter-eggs.com
Subject: Re: creating tickets with CF values without ModifyCustomField right

Am 02.06.2014 22:46, schrieb Parish, Brent:
 We have this same problem here.
 If you don't want to wait for the feature request to be implemented, here is 
 one way around it:
 
 I ended up creating a second set (copy) of the custom fields. 
 I named them the same thing, but with an underscore character appended.
 (e.g. If the custom field is called Application the second/copy 
 custom field would be called Application_)
 
 Then I gave 'everyone' the right to edit Application_ but not Application.
 I created a scrip that fires on Ticket Create that looks for all custom 
 fields with the underscore appended and copies them to the custom field of 
 the same name (but without the underscore).  The same scrip also moves the 
 ticket to the appropriate queue.
 
 In this way, the users can now create new tickets and set the initial values 
 of the custom fields.  But once the ticket has been created (thanks to the 
 scrip), it is moved into the proper queue and the users do not have rights to 
 change the custom field values there.
 
 Since this 'general' queue needs to have both sets of custom fields applied 
 to it (so the scrip can copy values from one set to the next), I also had to 
 customize the Self Service screen to hide the custom fields that did not have 
 the underscore appended (otherwise the user get confused seeing two copies of 
 [almost] the exact same field name).  
 
 Just an option that seems to work well for us.  =)
 
 - Brent

I think for you situation there is a much simpler solution without duplicate 
custom fields:
Grant Everyone SeeCustomField on the custom field level and ModifyCustomField 
on the queue level only for the queue where the ticket is created.
If the user create the ticket they have the ModifyCustomField from the queue 
level. If you then move the ticket to the right queue they have only 
SeeCustomField from the custom field level.

I will think about if the ticket create in one queue and then move to another 
queue will fit in my needs.


As we actually use a custom form within RT to create the ticket there is a much 
simpler solution to allow users with SeeCustomField to set custom field values 
on ticket create. Attached a patch.

This patch isn't enough if you use the built-in ticket create form, as 
Elements/EditCustomFields limit the custom fields to which the user has 
ModifyCustomField right.
To fix this you have to inspect in Elements/EditCustomFields the request path 
and if it's '/Ticket/Create.html' then limit the custom fields by 
SeeCustomField right otherwiese limit by ModifyCustomField right.

May one of the RT developers can have a look on this suggestions if this would 
fit for inclusion in RT 4.4.

Also it should be discussed if SeeCustomField is sufficient to create tickets 
with custom field values or if a new right SetCustomFieldValuesOnCreate should 
be introduced.

Chris
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] creating tickets with CF values without ModifyCustomField right

[Parish, Brent]

We have this same problem here.
If you don't want to wait for the feature request to be implemented, here is 
one way around it:

I ended up creating a second set (copy) of the custom fields. 
I named them the same thing, but with an underscore character appended.
(e.g. If the custom field is called Application the second/copy custom field 
would be called Application_)

Then I gave 'everyone' the right to edit Application_ but not Application.
I created a scrip that fires on Ticket Create that looks for all custom fields 
with the underscore appended and copies them to the custom field of the same 
name (but without the underscore).  The same scrip also moves the ticket to the 
appropriate queue.

In this way, the users can now create new tickets and set the initial values of 
the custom fields.  But once the ticket has been created (thanks to the scrip), 
it is moved into the proper queue and the users do not have rights to change 
the custom field values there.

Since this 'general' queue needs to have both sets of custom fields applied to 
it (so the scrip can copy values from one set to the next), I also had to 
customize the Self Service screen to hide the custom fields that did not have 
the underscore appended (otherwise the user get confused seeing two copies of 
[almost] the exact same field name).  

Just an option that seems to work well for us.  =)

- Brent



-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Emmanuel Lacour
Sent: Monday, June 02, 2014 9:21 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] creating tickets with CF values without 
ModifyCustomField right

On Mon, Jun 02, 2014 at 02:44:14PM +0200, Christian Loos wrote:
 Hi,
 
 is it possible to create tickets with CF values for users that don't 
 have the ModifyCustomField right?
 Currently if fails with Permission Denied in 
 RT::CustomField-AddValueForObject().
 
 We have some users that use the RT WebUI to create tickets and must 
 enter on ticket create some CF values.
 The same users also have ShowTicket (and ShowQueue) right to get later 
 some informations about the ticket history.
 This users are don't allowed to change CF values later on the tickets, 
 so I can't give them the ModifyCustomField right.
 
 It is also not obvious that you have to grant users the 
 ModifyCustomField right to be able to create tickets with CF values, 
 as they want to *Create* values and not *Modify* values.
 As there isn't an CreateCustomField(Values) right I think at least for 
 ticket create it would be better if SeeCustomField would be sufficient 
 to create tickets with CF values.
 

Indeed there is only See/Modify customfield rights (not set).

That's a known feature request:
http://issues.bestpractical.com/Ticket/Display.html?id=14974

that is still unimplemented  ... a patch may help this feature to be present in 
a 4.4 release i suppose ;)

-- 
Easter-eggs  Spécialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com  -   http://www.easter-eggs.com
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
-- 
RT Training - Boston, September 9-10
http://bestpractical.com/training

Re: [rt-users] Sorting by the value of a custom field in search results *numerically*

[Parish, Brent]

This is because the custom field values are stored as varchar or text in the 
database.
I added a feature request 
(http://issues.bestpractical.com/Ticket/Display.html?id=29638) for it.

- Brent


-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Emmanuel Lacour
Sent: Monday, May 05, 2014 8:23 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Sorting by the value of a custom field in search 
results *numerically*

On Mon, May 05, 2014 at 02:21:28PM +0200, Emmanuel Lacour wrote:
 On Fri, May 02, 2014 at 01:52:06PM -0700, Landon Stewart wrote:
 Hello,
 It seems that the sorting by custom field in search results is always 
  done
 alphabetically.  
 For example sorting by CF that contains only integers in descending 
  order:
 4
 3
 2
 11
 1
 Is there a way to sort search results by custom field numerically?
 
 
 
 I use the attached patch for 4.2.3 (not very efficient, but it works).
 


I misread your email, my patch just fix sorting on CF edit pages, not in search 
results.


-- 
Easter-eggs  Spécialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76
mailto:elac...@easter-eggs.com  -   http://www.easter-eggs.com
--
RT Training - Dallas May 20-21
http://bestpractical.com/training
-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

[Parish, Brent]

I personally went the Sphinx route because I already have so much MySQL running 
(and familiarity with) here.

I documented most of it here:  
http://parishnetworks.blogspot.com/2013/10/using-mysql-and-sphinx-for-rt-full-text.html

- Brent


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mark Goodge
Sent: Thursday, March 13, 2014 10:07 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + 
Sphinx?

On 13/03/2014 14:00, Cena, Stephen (ext. 300) wrote:
 We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 
 5.5.35. Management is now asking me to enable full text searching on 
 the sites so we can search inside the body of the tickets. From what 
 I've read, our current configuration won't support it due to MySQL 
 5.5.x not supporting it natively.

MySQL has supported fulltext indexes since version 5.0. What makes you think 
otherwise?

Mark
--
My blog: http://mark.goodge.co.uk
--
RT Training London, March 19-20 and Dallas May 20-21 
http://bestpractical.com/training
-- 
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training

Re: [rt-users] Mandatory Custom Fields and Group Rights

[Parish, Brent]

Hi Paul.

Sorry if I am misinterpreting, but it sounds like you have custom fields the 
end users don't have permissions to set.
Yet you need them to be able to set those fields.

If this is true, it's the same thing we encountered here.
Surely not the most elegant solution, but this worked for us:


* End users (e.g. 'everyone') has permissions to enter tickets in the 
helpdesk queue

* We needed to have them set a custom field called application (and a 
few others) initially, but didn't want them changing those fields later when 
the ticket was escalated to other queues.

* We created two sets of custom fields, matching in name, except that 
one set had underscore characters appended  (e.g. application and 
application_)

* Both sets of custom fields applied to the helpdesk queue, but only 
the non-underscore version applied to the escalated queues.

* Users had permissions to change the underscore version, but not the 
other.  This way you can tweak not only what they can change, but even what 
they can see, also allowing them to set them initially, but not change them 
later.  Great for things like when they set a priority and you have to 
change/hide that later!  =)

* We set a scrip to loop through all the custom fields on the ticket 
upon ticket creation, shifting the values from the underscore custom fields to 
the matching non underscore versions.

* We set the built-in mandatory flags on the ones that needed to be set 
to ensure they were captured at ticket creation.

It does require the scrip to move the custom field values from one set of 
fields to the other, and I also included an if statement or two to hide the 
underscore fields from privileged users (otherwise the duplicate fields thing 
looks messy when they are adding new tickets to helpdesk queue where both sets 
of fields appear to privileged users).


-  Brent



From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Paul Stead
Sent: Tuesday, February 04, 2014 5:07 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Mandatory Custom Fields and Group Rights

Hello,

Running RT 4.0.17 on Debian.

We're trying to use RT across the company as our main ticketing system. This 
requires other departments to raise tickets into our queue.

We have two mandatory ticket custom fields in this queue for us to internally 
categorise tickets.
Our standard users do not have rights to View custom field values or Modify 
custom field values and indeed cannot see or set these fields in the Create 
Ticket view.

When the user attempts to raise the ticket, RT seems to be checking for the 
validity of these custom fields, even though the user has no ability to set 
them.

Raising via email works as expected, but our users are used to the RT interface 
and prefer to raise this way.

Is this expected behaviour? How might I work around this?

Paul
--
Paul Stead
Systems Engineer, Zen Internet
T: 01706 902009

Re: [rt-users] Converting to using LDAP authentication (Active Directory)

[Parish, Brent]

Hi.

I've never switched from an existing local database to LDAP so I don't know 
anything about that.

However, we have used the RT-Authen-ExternalAuth module (slightly modified) 
with great success here.
With that extension (and the accompanying autocreate user settings in 
RT_SiteConfig.pm), the users get created as they connect with RT (via email 
and/or BBI).

Yes, I do run the LDAPImport (modified) daily but that is more to update 
existing user fields and group memberships than it is to import users and 
groups initially.
In other words, it means less work for me maintaining the user database and 
current group memberships!

We like it here also because we then use Kerberos on Apache to 
auto-authenticate the users with their current domain login credentials (e.g. 
SSO).

- Brent


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Marius Flage
Sent: Tuesday, February 04, 2014 11:44 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Converting to using LDAP authentication (Active 
Directory)

On 01/30/2014 04:53 PM, Kevin Falcone wrote:
 On Thu, Jan 30, 2014 at 09:44:51AM +0100, Marius Flage wrote:
 is basically if it's possible to convert/migrate to using LDAP and 
 still keep the history for the tickets already in the system 
 (currently around 1500). We've made sure to use the same username in 
 the local database as the one present in Active Directory, so it 
 should be easy to just migrate/convert, but I'm not at all sure how 
 to do this. Can someone give me some pointers?

 Since your usernames match LDAP, all you have to do is install and 
 configure RT-Authen-ExternalAuth.

Ok, but I still have to create a local corresponding user for these users to be 
able to be privileged and able to use RT as agents, right?
This module is just for authenticating against LDAP? And I guess I have to use 
RT-Extension-LDAPImport for this? But there's no way to sync all these details 
without having to use import jobs?

- Marius

[rt-users] Numeric custom field values

[Parish, Brent]

Hi.

I have some custom fields to track numeric priority independent of the built-in 
priority field.

This is an example of a search string I use:  Queue = 'helpdesk' AND 
'CF.{Helpdesk Priority}'  15
But this returns tickets where CF.{Helpdesk Priority} is set to 2
That leads me to believe that the operation being preformed is a string 
comparison (where 2 is indeed greater than 15), versus a numeric one.

So my question is:  is there a proper syntax to use in the search builder to 
treat those custom field values as numeric?

Thanks!
Brent

Re: [rt-users] Numeric custom field values

[Parish, Brent]

Sorry I forgot to add -

I'm not sure if the versions will make any difference in regards to this 
question, but I'm running RT 4.2.2 on Ubuntu 13.10 with MySQL 5.5.34 and Sphinx 
2.1.3

Thanks,
Brent



From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Parish, Brent
Sent: Friday, January 31, 2014 2:52 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Numeric custom field values

Hi.

I have some custom fields to track numeric priority independent of the built-in 
priority field.

This is an example of a search string I use:  Queue = 'helpdesk' AND 
'CF.{Helpdesk Priority}'  15
But this returns tickets where CF.{Helpdesk Priority} is set to 2
That leads me to believe that the operation being preformed is a string 
comparison (where 2 is indeed greater than 15), versus a numeric one.

So my question is:  is there a proper syntax to use in the search builder to 
treat those custom field values as numeric?

Thanks!
Brent

[rt-users] IE8 issues - Custom Fields and edit screens

[Parish, Brent]

Hi

Unfortunately, we still need/use Internet Explorer 8 in our company 
(compatibility issue with other apps).

I found a few issues (#22770, #16629, #19547) listed on the 
issues.bestpractical.com site regarding IE8 and custom fields, each of these 
describes exactly what I'm seeing here on 4.2.0 -- Specifically, editing a 
child or secondary custom field does not work/display properly.

In addition, the recent issue (introduced in 4.2.0 I think) regarding not being 
able to edit dashboards (and other edit screens too) in IE is now fixed for me 
in IE10, but is still broken in IE8.

I was wondering if maybe ie8 just wasn't supported in RT anymore?

Thanks!
Brent

Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

[Parish, Brent]

More notes on this issue:

I was monkeying around in the IE Console, looking to see if perhaps there were 
some javascript errors getting popped or something (there are not).
While in there and refreshing the page a lot (on a VERY slow machine, by the 
way), I see that the custom field value IS shown in IE, but only for a second.  
Then it reverts back to the (no value) option.

More detail:
I have a custom (select one) field called application.
Depending on what you select for application, the version (select one) custom 
field can be selected.
i.e. if I choose Request Tracker for my application, then I can select 
version 4.2.0 from the Version Custom field.

In IE8, I can set the application, the version, and save it.
It displays correctly on the display tab.
When I click on Basics or Jumbo to edit the ticket, the Application field 
remains on 'Request Tracker' like it should.
For a split second (not even seen on reasonably fast machines), the sub-field 
of Version shows 4.2.0, but then reverts to (no value) before the page 
finishes loading.
If I just click save, the ticket changes to No value for the Version field. :(

So in IE8, I have to memorize each of the multi-level custom field values 
before going to the edit page, and then I have to set them all back to what 
they were before saving changes to the ticket.

Also, I went back to an old 4.0.12 version of RT and see the same behavior 
there.

Interestingly, 4.0.12 DOES work for the dashboard issue in IE8, so apparently 
that is a completely different problem.

Any thoughts on this?

Thanks!
Brent


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Parish, Brent
Sent: Tuesday, November 19, 2013 11:30 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] IE8 issues - Custom Fields and edit screens

Hi

Unfortunately, we still need/use Internet Explorer 8 in our company 
(compatibility issue with other apps).

I found a few issues (#22770, #16629, #19547) listed on the 
issues.bestpractical.com site regarding IE8 and custom fields, each of these 
describes exactly what I'm seeing here on 4.2.0 -- Specifically, editing a 
child or secondary custom field does not work/display properly.

In addition, the recent issue (introduced in 4.2.0 I think) regarding not being 
able to edit dashboards (and other edit screens too) in IE is now fixed for me 
in IE10, but is still broken in IE8.

I was wondering if maybe ie8 just wasn't supported in RT anymore?

Thanks!
Brent

Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

[Parish, Brent]

Hi Alex.

Thanks for the response!
Sorry for the brevity - it's always a trade-off: too much information and I 
fear no one will want to read it all.  Too little and it's difficult to 
understand the full issue!


* * For the Dashboards:
I experienced an issue with 4.2.0 working with editing dashboards.  
I could create a new dashboard in IE (Both v. 8 and v. 10) via Home - New 
Dashboard, enter a Name and hit the Create button.
I would switch to the Content page to edit the dashboard.  All good so far.
But when I clicked on something in the Available list (e.g. QuickCreate) and 
clicked on the - button to add it into the dashboard, the page would refresh 
and display the Dashboard Updated message but that element was not added. 
Then you(?) released a single line patch (in share/static/hs/forms.js) and that 
fixed IE10 but IE8 still exhibits that same behavior for me.

I was originally reporting that I see this dashboard editing problem in IE8, as 
well as the Custom Field thing, thinking they were related but as I dug into 
the Custom Field issue, it appears less and less like they are related.  


* * For the Select Custom Fields:
Now I'm guessing the custom field thing has to do with jQuery and IE8 in 
general.

For giggles, I copied the html/Elements/EditCustomFieldSelect file from RT 
3.8.16, just to see if I could find an older RT version that did work with 
multi-level/parent/child Select type custom fields.  I didn’t really expect it 
to be a fix and I rather expected big failures mixing versions like that.  It 
still did not display the correct value for the sub/child custom field.
I tried changing both parent and child select custom fields to Render Type: 
Select Box with the same result.
I changed the parent to Render Type: list and that finally worked (e.g. showed 
the correct child value) but of course breaks the purpose of the parent child 
and selecting something new in the parent list did not narrow down the select 
options in the sub/child field.


Many thanks again,
Brent

 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Vandiver
Sent: Tuesday, November 19, 2013 5:48 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

On Tue, 2013-11-19 at 14:35 -0500, Parish, Brent wrote:
 More notes on this issue:
 
 I was monkeying around in the IE Console, looking to see if perhaps 
 there were some javascript errors getting popped or something (there 
 are not). While in there and refreshing the page a lot (on a VERY slow 
 machine, by the way), I see that the custom field value IS shown in 
 IE, but only for a second.  Then it reverts back to the (no value) option.

I believe this to be the same issue as all of #22770, #16629, and #19547.  
Unfortunately, the patch on #16629 will need to be reworked due to recently 
added support for select-multiple cascades.

 Interestingly, 4.0.12 DOES work for the dashboard issue in IE8, so 
 apparently that is a completely different problem.

Please specify what you mean by the dashboard issue, preferably by giving 
precise steps to replicate.  While 4.2.0 has knows problems in this area, 4.2.1 
with IE 8 does not evidence any in the Dashboard pages that I can find.
 - Alex

Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

[Parish, Brent]

I edited the EditCustomFieldSelect file and added a simple javascript popup 
alert() function to freeze loading the page.
e.g.  alert(Pause the page here);

I kept moving the alert() lower in the jQuery block.
It appears that executing the basedon.onchange(); line is where the child/sub 
select CF is wiped out in IE8.
If I alert just prior to this line, I still see the correct value before I 
dismiss the popup.
If I alert just after this line, the select field is already showing (no 
value) before I dismiss the popup.

If I comment out this basedon.onchange(); line, everything seems to work in 
IE8, IE10 and Chrome.

Is that safe to do?  Or am I wrecking some functionality here that I am 
blissfully unaware of?

Thanks!
Brent



-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Vandiver
Sent: Tuesday, November 19, 2013 5:48 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

On Tue, 2013-11-19 at 14:35 -0500, Parish, Brent wrote:
 More notes on this issue:
 
 I was monkeying around in the IE Console, looking to see if perhaps
 there were some javascript errors getting popped or something (there
 are not). While in there and refreshing the page a lot (on a VERY slow
 machine, by the way), I see that the custom field value IS shown in IE,
 but only for a second.  Then it reverts back to the (no value) option.

I believe this to be the same issue as all of #22770, #16629, and
#19547.  Unfortunately, the patch on #16629 will need to be reworked due
to recently added support for select-multiple cascades.

 Interestingly, 4.0.12 DOES work for the dashboard issue in IE8, so
 apparently that is a completely different problem.

Please specify what you mean by the dashboard issue, preferably by
giving precise steps to replicate.  While 4.2.0 has knows problems in
this area, 4.2.1 with IE 8 does not evidence any in the Dashboard pages
that I can find.
 - Alex

Re: [rt-users] Question about 4.2 and setting the owner

[Parish, Brent]

Add this line into RT_SiteConfig.pm:
Set($AutocompleteOwners, 0);


From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall
Sent: Tuesday, November 05, 2013 9:37 AM
To: rt-users
Subject: [rt-users] Question about 4.2 and setting the owner

Hello all,

I have somewhat of an aesthetics question about RT 4.2.  Back in 4.0, when my 
helpdesk people went to create a ticket, etc, they would sometimes need to 
change the owner in the basics field.  In 4.0 it was a dropdown.  In 4.2, it's 
now a typed auto-completing field. Is there a way to revert to the dropdown 
easily?

Re: [rt-users] [rt-devel] RT pages without links

[Parish, Brent]

Hi Dave

Not sure how many users are still in 3.8.x, let alone on Fedora, let alone went 
through a Fedora upgrade, let alone copied the installation over.  In other 
words, you might be targeting a very small audience.  Just a guess.

I'm personally on Ubuntu and RT 4.2.0, but I'll take a stab anyway.

I wondered about your approach of just copying the entire installation -- 
Does that mean you moved a tar copy of the RT directory tree over (and did a 
database dump and restore to the new F19 box)?

At the very least, I'd recommend downloading RT source and running the config 
and make testdeps to ensure you have all the proper Perl modules installed.

Typically I install from scratch on the new box so I can be sure everything is 
built properly (e.g. missing dependencies, perhaps something is in a different 
place now, etc), and then copy over the RT_SiteConfig.pm and any customized 
code. 

On another note: I think in general it's frowned upon to post to both the 
development and user lists.

- Brent


-Original Message-
From: rt-devel-boun...@lists.bestpractical.com 
[mailto:rt-devel-boun...@lists.bestpractical.com] On Behalf Of CLOSE Dave
Sent: Wednesday, October 30, 2013 12:37 PM
To: rt-de...@lists.bestpractical.com; rt-users@lists.bestpractical.com
Subject: Re: [rt-devel] RT pages without links

I wrote:

 I recently moved our copy of RT 3.8.7 from Fedora 8 to Fedora 19. I 
 would have preferred to concurrently upgrade to the latest RT but had 
 some problems converting the data base. So in the interest of time, I 
 took the simpler approach of just copying the entire installation.

 It works, mostly. In fact, the only problem I see is that ticket lists 
 on the dashboards are not links. Comparing the old and new 
 installations (both are running though DNS leads users to the new 
 one), I see almost exactly the same page layout and content. There are 
 two obvious differences.

 1. Font selections are different. This is not critical and the new 
 fonts are usable. It's clearly an Apache difference.

 2. On the default home page, the tickets listed under highest 
 priority and newest unowned are not active links. Comparing the 
 page source for old and new installations, it is obvious that the href 
 tags are simply not present on the new output. Other items, like the 
 queue summary, do have working links as they did before.

 Digging through the source code, I quickly got lost. I can see where 
 the collection-as-table class is specified but not where the 
 associated variables are added. It seems likely to me that something 
 in F19 is confusing RT but thus far I haven't found what. If I could 
 see where the variable information was added to the output, I suspect 
 I'd see some kind of test that is now getting a different answer and 
 that that test would lead me to the solution.

 So, if anyone can tell me the cause of my problem right away, that 
 would be much appreciated. But, if not, then a clue on where to look 
 in the source code might help almost as much.

I'm surprised and disappointed that no one seems able to help with this issue. 
Did I omit something important when describing the problem?
--
Dave Close

[rt-users] Getting custom field value AND description in a scrip

[Parish, Brent]

Hi.

In our RT setup, a user chooses a value from a drop down list (a custom field 
called ‘application’) to indicate what software they want help with when they 
submit a new ticket.
I set up a scrip that checks the value of that custom field  and moves the 
ticket into the appropriate queue (based on which application they need help 
with).
Instead of hard coding a mapping of each application value to a queue name, I’d 
like to put the name of the queue into the custom field description.

For example, the custom fields might look like this:

SortNameDescription Category
0  Microsoft Wordhelpdesk
0  Microsoft Excel helpdesk
0  SharePoint  developers
0  PeopleSoft hr

If the user selected “SharePoint” as the application they wanted help with, the 
scrip would read the description field and see that it should move the ticket 
into the “developers” queue.

I’ve got everything working great with static mapping, I just can’t figure out 
a way to retrieve that Description within a scrip.

Has anyone done this before?

Thanks!
Brent

Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

[Parish, Brent]

Hi Matthew

It sounds to me like you were authenticating ok initially, but getting an error 
in creating the user.

And to answer your initial question about the group and group_attr settings, I 
don’t use those at all and it works fine for me.

I would recommend putting things back to how you first had them (to generate 
the error your originally posted), turn the log level up to debug, and try 
again.
There are some debug statements within that method that may help identify where 
it is choking.


-  Brent



From: Mathew Snyder 
[mailto:mathew.sny...@gmail.commailto:mathew.sny...@gmail.com]
Sent: Thursday, October 17, 2013 1:50 PM

To: Jeff Solberg
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP 
settings, please

I found another thread that indicated that the solution to the second problem 
was to add @domain to the end of the username. That just reverted to the 
previous list of errors with a couple new ones.

Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $_[1] in join or 
string at /usr/local/share/perl5/Log/Dispatch.pm line 42.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value $service in hash 
element at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
line 611.
Oct 17 16:47:50 zen-rt RT: [24673] Use of uninitialized value in string eq at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
line 613.
Oct 17 16:47:50 zen-rt RT: [24673] 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , 
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:47:50 zen-rt RT: [24673] Couldn't create user user: Could not set 
user info
Oct 17 16:47:50 zen-rt RT: [24673] FAILED LOGIN for user from 192.168.236.102




From: 
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
 
[mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com]
 On Behalf Of Mathew Snyder
Sent: Thursday, October 17, 2013 1:19 PM
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, 
please

These are the settings I've started with:

Set($ExternalSettings, {
'AD'   =  {
'type'  =  'ldap',
'server'=  
'domain_controller.example.comhttp://domain_controller.example.com',
'base'  =  'dc=example,dc=com',
'user'  =  'rtuser',
'pass'  =  '',
'filter'=  '(ObjectClass=*)',
'tls'   =  0,
'ssl_version'   =  3,
'net_ldap_args' = [version =  3   ],
'attr_match_list' = [
'EmailAddress',
],
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
},

They aren't working. Whenever someone attempts an initial login with just their 
username (which should create their RT account) the following error is logged:
Oct 17 15:02:29 zen-rt RT: [23131] Use of uninitialized value in string eq at 
/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
line 613.
Oct 17 15:02:29 zen-rt RT: [23131] 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Disabled: , 
EmailAddress: , Gecos: user, Name: user, Privileged:
Oct 17 16:14:01 zen-rt RT: [24382] Couldn't create user user: Could not set 
user info
Oct 17 16:14:01 zen-rt RT: [24382] FAILED LOGIN for user from 192.168.236.102

When initial logins are attempted with either example\username or 
example.comhttp://example.com\username only the FAILED LOGIN line is 
displayed.

We also have our Openfire Jabber server authenticating successfully. Those 
settings are
ldap.autoFollowAliasReferrals = true
ldap.autoFollowReferrals = false
ldap.baseDN = dc=example,dc=com
ldap.connectionPoolEnabled = true
ldap.debugEnabled = false
ldap.emailField = mail
ldap.encloseDNs = true
ldap.groupDescriptionField = description
ldap.groupMemberField = member
ldap.groupNameField = cn
ldap.groupSearchFilter = (objectClass=group)
ldap.host = domain_controller.example.comhttp://domain_controller.example.com
ldap.ldapDebugEnabled = false
ldap.nameField = cn
ldap.port = 389
ldap.searchFilter = (objectClass=*)
ldap.usernameField = sAMAccountName


I know they don't match up exactly in terms of what Openfire calls the settings 
vs. what RT does, but I'm hoping someone can help me sort out what should be 
plugged in where on the RT side. For example, I don't know what the group_attr 
or group_attr_value setting should contain (if anything) in the 
RT_SiteConfig.pm file. Basically, anything from the group settings.

-Mathew

When you do things right, people won't be sure you've done 

Re: [rt-users] How to get Custom Field's description which setted by ExternalValues subroutine

[Parish, Brent]

Hi.

I'm writing a scrip.
In that scrip, I have no trouble getting the value of a custom field that the 
user set.
I get the value with:  $CF_Value = $self-TicketObj-FirstCustomFieldValue( 
'Colors' );

But I don't know how to get the content from the Description value for that 
same field?
To be clear:  I want the description associated with the VALUE set in that 
CustomField, NOT the Description of the CustomField itself.

In other words, if MyCustomFieldName is a Select One Value type of 
CustomField, and some of the values look like this:

Name = red Description = Red is a lovely color
Name = blueDescription = Blue is nice too

Inside the scrip I want to read that Description field.  E.g. I need to set a 
variable to Blue is nice too, if the user has selected blue for the 
customfield called 'Colors'.

Many thanks!
Brent



Ruslan 
Zakirovhttp://www.mail-archive.com/search?l=rt-users@lists.bestpractical.comq=from:%22Ruslan+Zakirov%22
 Wed, 22 May 2013 03:45:32 
-0700http://www.mail-archive.com/search?l=rt-users@lists.bestpractical.comq=date:20130522

Hi,



This is description of a value that is not stored along with value on the

ticket or other object value is set on. The only way is to get list of

values, find one that was set on the object and get description. External

Custom Field Values are very sensitive to methods called on collection or

record, so you have to be careful.




chrilde at gmailMay 21, 2013, 5:54 AM


Hi All,

I've got a problem with the Custom Field description issue. I created a
custom field named Contact, and when a new ticket is created, I use scrip
to add this Contact user to Requestor list.
I remember that when we set the ExternalValues with code below, we would
pass a description to RT
sub ExternalValues {
..
..
push @res, {
name = $element-{'cont_name'},
description = $element-{'cont_email'},
sortorder = $i++,
};
..
}

So i want to use this description value to create user or add to mail
list. Can anyone tell me how to get it?

I used code as listed below, but what i got is just the Description value
of this Custom Field, NOT the description of the custom field value I
passed in config file.

my $CF = new RT::CustomField($RT::SystemUser);
$CF-LoadByName( Queue = $ticket-QueueObj-id, Name = $CFName );
$Email = $CF-Description();

Any suggestions would be help, thanks a lot.

-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

RE: [rt-users] Splitting queries across mysql servers

[Parish, Brent]

I'm running one instance, which is on a Sun v240 (4gb RAM, 2x1GHz CPU),
which also runs the database.  The second server is a complete mirror of
the first, both in hardware and software.  
$DatabaseHost is set to the MySQL virtual IP that I would swing back and
forth between servers as needed.  The RT web interface (apache) is also
tied to a virtual IP, so that would swing over as well.
In the my.cnf, set the replicion values to something like this:
auto_increment_increment = 2
auto_increment_offset = 2 on one server, and = 1 on the other (to
make one auto increment using even numbers, the other odds)
master-host = (set this to the IP of the private interface/crossover
cable to the second server, so it uses the gigE, not the default network
interface) 

Brent


-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED] 
Sent: Thursday, September 07, 2006 5:03 AM
To: Parish, Brent
Cc: Drew Taylor; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Splitting queries across mysql servers

This sounds good
How many web interfaces (rt instances) are you running, how did you set 
up $DatabaseHost in the RT config??
Roy
 

Parish, Brent wrote:
 I'm using circular replication in MySQL and LOVE it!
 The idea is that each MySQL host points at the other as a slave, so
all
 updates go to both hosts.  The problem with that in the past is that
 tables using auto-increment columns could get whacked if both servers
 added a row at the exact same time and contended for that next
 incremented value.  
 MySQL now has values you can set in my.cnf that tell one server to use
 odd numbers (e.g.) and the other evens.
 Works like a charm, though there is no automatic failover.  I run the
DB
 attached to the base IP for the server, as well as a virtual IP that
can
 swing over (by hand) to the other.  Lastly, they share a crossover
cable
 (direct cable) interface to do the replication over GigE.
 You can check out the Heartbeat project for IP failover, but I've not
 had time to dig deep into that yet (one dragon to slay at a time,
 please!).
 HTH
 - Brent Parish




 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] On Behalf Of Drew
 Taylor
 Sent: Tuesday, September 05, 2006 5:24 PM
 To: rt-users@lists.bestpractical.com
 Subject: [rt-users] Splitting queries across mysql servers

 Hi,
 (Now subscribed from my personal address)

 We're looking to scale our RT instance at $work, and make it more
fault
 tolerant at the same time. The obvious first step is to split the DB
out
 from the Mason servers (currently all on one box). At the same time,
we
 want to use mysql replication to get the data onto a second DB server.
 In a perfect world we would have RT transparently be able to do
SELECTs
 on both DB boxes while sending UPDATE/INSERT statements to the master
 DB.

 I know I'm not the first person to attempt this. :-) Any pointers to
DBI
 multiplexers, tips, etc would be most appreciated.

 Thanks,
 Drew
 --
 
  Drew Taylor *  Web development  consulting
  Email: [EMAIL PROTECTED]  *  Site implementation  hosting
  Web  : www.drewtaylor.com   *  perl/mod_perl/DBI/mysql/postgres
  
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then notify the system manager or the sender

RE: [rt-users] Splitting queries across mysql servers

[Parish, Brent]

Whoops.  Forgot to mention:
In the past, I've set up three on the web interfaces and put them behind
an Alteon VIP for load balancing.  I had to edit
share/html/Elements/SetupSessionCookie:

diff SetupSessionCookie SetupSessionCookie.orig
71,78c71
 if ( !$cookies{RTSESSION} ) {
 my $sessioncookie = new CGI::Cookie(
 -name = 'RTSESSION',
 -value = '0A20115B',
 -path = '/'
 );
 $r-headers_out-add('Set-Cookie', $sessioncookie-as_string);
 } elsif ( !$cookies{$cookiename} ) {
---
 if ( !$cookies{$cookiename} ) {
82c75
 -path = '/'
---
 -path = '/',
84c77
 $r-headers_out-add('Set-Cookie', $cookie-as_string);
---
 $r-header_out-('Set-Cookie', $cookie);

Bear in mind this was on 3.4.2 and SetupSessionCookie has changed since
then.  The value I set into the cookie was a hex representation of the
IP of that web server, and was therefore unique on each web host.  The
alteon was set to check this cookie value and keep the session
persistent, to avoid potential issues with a user session being stored
on one server and they get load balanced onto another one.  Not even
sure if RT works like that, but it was easy enough to set up as a just
in case.
- Brent



-Original Message-
From: Roy El-Hames [mailto:[EMAIL PROTECTED] 
Sent: Thursday, September 07, 2006 5:03 AM
To: Parish, Brent
Cc: Drew Taylor; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Splitting queries across mysql servers

This sounds good
How many web interfaces (rt instances) are you running, how did you set 
up $DatabaseHost in the RT config??
Roy
 

Parish, Brent wrote:
 I'm using circular replication in MySQL and LOVE it!
 The idea is that each MySQL host points at the other as a slave, so
all
 updates go to both hosts.  The problem with that in the past is that
 tables using auto-increment columns could get whacked if both servers
 added a row at the exact same time and contended for that next
 incremented value.  
 MySQL now has values you can set in my.cnf that tell one server to use
 odd numbers (e.g.) and the other evens.
 Works like a charm, though there is no automatic failover.  I run the
DB
 attached to the base IP for the server, as well as a virtual IP that
can
 swing over (by hand) to the other.  Lastly, they share a crossover
cable
 (direct cable) interface to do the replication over GigE.
 You can check out the Heartbeat project for IP failover, but I've not
 had time to dig deep into that yet (one dragon to slay at a time,
 please!).
 HTH
 - Brent Parish




 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] On Behalf Of Drew
 Taylor
 Sent: Tuesday, September 05, 2006 5:24 PM
 To: rt-users@lists.bestpractical.com
 Subject: [rt-users] Splitting queries across mysql servers

 Hi,
 (Now subscribed from my personal address)

 We're looking to scale our RT instance at $work, and make it more
fault
 tolerant at the same time. The obvious first step is to split the DB
out
 from the Mason servers (currently all on one box). At the same time,
we
 want to use mysql replication to get the data onto a second DB server.
 In a perfect world we would have RT transparently be able to do
SELECTs
 on both DB boxes while sending UPDATE/INSERT statements to the master
 DB.

 I know I'm not the first person to attempt this. :-) Any pointers to
DBI
 multiplexers, tips, etc would be most appreciated.

 Thanks,
 Drew
 --
 
  Drew Taylor *  Web development  consulting
  Email: [EMAIL PROTECTED]  *  Site implementation  hosting
  Web  : www.drewtaylor.com   *  perl/mod_perl/DBI/mysql/postgres
  
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[rt-users] Re: Labelled Priority Patch doesn't work with 3.6x

[Parish, Brent]

Title: [rt-users] Re: Labelled Priority Patch doesn't work with 3.6x






Looks like I spoke too soon! 

I think it is simply an issue of changing the case on name to Name in local/html/Ticket/Elements/EditBasics (lines 89 and 98?):

 % if ($RT::PriorityType) {

- td class=value/Elements/SelectPriority, name=Priority, default=$TicketObj-Priority /td

+ td class=value/Elements/SelectPriority, Name = Priority, default=$TicketObj-Priority /td

 % } else {

 % if ($RT::PriorityType) {

- td class=value/Elements/SelectPriority, name=FinalPriority, default=$TicketObj-FinalPriority /td

+ td class=value/Elements/SelectPriority, Name = FinalPriority, default=$TicketObj-FinalPriority /td

 % } else {



Thanks,

Brent Parish




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RE: [rt-users] Re: Labelled Priority Patch doesn't work with 3.6x

[Parish, Brent]

Title: [rt-users] Re: Labelled Priority Patch doesn't work with 3.6x








Ok, sorry about
the email flood about this. I should have had more patience and thoroughly
explored this before posting!

The current
values for priority are not honored, either. You have to change case on default=,
as well: Default=

Thanks,

Brent











From:
[EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Parish, Brent
Sent: Friday, September 01, 2006
11:35 AM
To:
rt-users@lists.bestpractical.com
Subject: [rt-users] Re: Labelled
Priority Patch doesn't work with 3.6x





Looks like I spoke too soon!


I think it is simply an issue of
changing the case on name to Name in
local/html/Ticket/Elements/EditBasics (lines 89 and 98?):

 % if
($RT::PriorityType) {

- td
class=value/Elements/SelectPriority,
name=Priority, default=$TicketObj-Priority
/td

+ td
class=value/Elements/SelectPriority, Name =
Priority, default=$TicketObj-Priority /td

 % } else {

 % if
($RT::PriorityType) {

- td
class=value/Elements/SelectPriority,
name=FinalPriority, default=$TicketObj-FinalPriority
/td

+ td
class=value/Elements/SelectPriority, Name =
FinalPriority, default=$TicketObj-FinalPriority
/td

 % } else {

Thanks,

Brent Parish







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[rt-users] Way to force AtAGlance page to a single column?

[Parish, Brent]

Title: Way to force AtAGlance page to a single column?






Hi.



Some of our users are forced to use a small browser view (limited desktop real estate).

It really jumbles the display in 3.6.1 and they are asking to cut the At A Glance page down to a single column, getting rid of all content except (for example) a saved search display or My Tickets , etc).

If I go into the Edit screen for the Home/AtAGlance page, and I remove all the portlets (content sections) except the one, the result is a split screen (as if there were still content on the right hand side (like reminders), even though there is nothing there). 



How can I make the only content segment/portlet take up the full screen? 

Tough to explain, hope I got it across ok. I guess in essence it would be the equivalent of removing the right hand frame completely, if RT used frames.

Thanks!

Brent


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RE: [rt-users] My ShowConfigTab is missing!?!?

[Parish, Brent]

Title: My ShowConfigTab is missing!?!?








Hi.

This is fixed
now. I am still not clear on what it was supposed to look like, or if what I
did fixed anything. Its quite possible (likely?) that I just overlooked it in
the first place. In any case, I added a line into the ACL table, following the
examples already there and now I see the ShowConfigTab option in the
permissions pull down lists. The queue admins can now see that Configuration
link and all is well.



-Brent






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