[rt-users] Adding File from Custom Field to Update Page or reply template
Hi RT-4.2 , Mysql 5 apache2 with mod_perl I would like to add a file from “Upload one file” custom field as an attachment within Update.html Ie , when a user update a ticket (reply or comment), under certain conditions I would like the file stored in an “Upload one file” ticket CF to be added as an Attachment , if its not possible to add it this way , is it possible to add the file attachment within the correspondence template ?? Tried google and lists could n’t find a solution Roy This email (and any attachments) contains information, which may be privileged and/or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, please note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately by emailing me at the email address above and then delete all traces of this email from your system. We monitor our email system, and may record your emails. Computer viruses can be transmitted by email. You should check this email and any attachments for the presence of viruses. We accept no liability for any damage caused by any virus transmitted by this email or any attachments. Daisy Communications Ltd Registered office: Daisy House, Lindred Road Business Park, Nelson, Lancashire, BB9 5SR Registered in England and Wales with company number: 4145329 - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - September 12-14, 2016
[rt-users] Malformed RT response when trying to create ticket from cli (rt)
Hi RT version 4.0.13 I am having problems creating ticket from REST interface [root@myrt RestClient]# RTDEBUG=3 ./rt create -t ticket set id='ticket/new' Queue='Testing' subject='new ticket' POST http://myrturl/REST/1.0/show Content-Length: 264 Content-Type: multipart/form-data; boundary=xYzZY --xYzZY Content-Disposition: form-data; name=format l --xYzZY Content-Disposition: form-data; name=id ticket/new --xYzZY Content-Disposition: form-data; name=user root --xYzZY Content-Disposition: form-data; name=pass mypass --xYzZY-- HTTP/1.1 200 OK Connection: close Date: Thu, 15 Aug 2013 01:29:04 GMT Server: Apache/2.2.15 (CentOS) Content-Type: text/plain; charset=utf-8 Client-Date: Thu, 15 Aug 2013 01:29:04 GMT Client-Peer: 194.143.161.11:80 Client-Response-Num: 1 Client-Transfer-Encoding: chunked Set-Cookie: RT_SID_myrt.80=0e3b9b4e581aa0237b098fefdb98e37f; path=/; HttpOnly X-Frame-Options: DENY RT/4.0.13 200 Ok # Required: id, Queue id: ticket/new Queue: General Requestor: root Subject: Cc: AdminCc: Owner: Status: new Priority: 100 InitialPriority: 100 FinalPriority: 60 TimeEstimated: 0 Starts: 2013-08-15 01:29:04 Due: 2013-08-15 01:29:04 Text: rt: Malformed RT response from http://myrt. Can anyone give any pointers ,rather urgent , The only plugins I added : (RT::Extension::TicketLocking RT::Extension::MergeUsers RTx::Calendar RT::Extension::SLA) Roy [cid:image301004.PNG@a4a14fa2.4ea5c3f8] This email (and any attachments) contains information, which may be privileged and/or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, please note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately by emailing me at the email address above and then delete all traces of this email from your system. We monitor our email system, and may record your emails. Computer viruses can be transmitted by email. You should check this email and any attachments for the presence of viruses. We accept no liability for any damage caused by any virus transmitted by this email or any attachments. Daisy Communications Ltd Registered office: Daisy House, Lindred Road Business Park, Nelson, Lancashire, BB9 5SR Registered in England and Wales with company number: 4145329 inline: image301004.PNG
Re: [rt-users] How to customize in local/lib
Any advice on this , Thomas or anyone ?? Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient’s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company’s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: 31 January 2013 18:05 To: Thomas Sibley; RT Users Subject: Re: [rt-users] How to customize in local/lib Need to remember reply all. Attached is my Tickets_Local.pm, please note my changes are commented by Added by Daisy UserQueues is a table that populates once a day --via cron-- with id,Uid and Qid ; Uid being a user id and Qid is a queue id that a user is directly an Admin Cc on. Using factory I created UserQueue.pm and UserQueues.pm , I can attach them for you, but really there is nothing effecting this in them. -If you wondering why, we have many queues with many users , and _UserQueueLimit used to build a list of active tickets that a user is admin Cc on, doing it this way avoids having to build a join with Groups/GroupMembers/CachedGroupMembers etc , the page associated with the search have an average refresh of 2 minutes, for around 50 support users so needed a quicker more efficient alternative to the typical search join. Copying an entire .pm is really wrong. I know , hence my question :) Appreciate your help, and looking forward to your advice. Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient’s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company’s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation
Re: [rt-users] Passwords not working after upgrade to rt-4.0.8
Thomas, Just incase this helps you in the diagnoses . I managed to changed my user password via perl script and rt api. Managed to login and change my password from web ui, logout then in again ..still works Changed root password , then logged in as root and it worked. Password hash now looks better: !sha512!KKxW98Esg+bVXzfM!aWfTpkuRONLZaGwSFApCqXwS8nAlLshdeDLfhb0aV/2he4Hp7Gwu3eqkcx9PgA+CR2QESSuAMvGwNH2BplVZGQ So we know the database schema changes have been applied I checked if this isolated to my user and root , quick look in the Users table: mysql select count(*) from Users where length(Password) 42 ; +--+ | count(*) | +--+ |3 | +--+ These 3 accounts are my user root and an account I created today. But I am left with: mysql select count(*) from Users where Password != '*NO-PASSWORD*' and length(Password) 43 ; +--+ | count(*) | +--+ | 2343 | +--+ Any pointers?? Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient’s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company’s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: 31 January 2013 11:11 To: Thomas Sibley; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Passwords not working after upgrade to rt-4.0.8 Hi Thomas, Thanks for your response. There is nothing in my local/lib (no local changes applied yet): [root@rt-dev lib]# pwd /opt/rt4/local/lib [root@rt-dev lib]# ls -al total 8 drwxr-xr-x 2 root root 4096 Jan 7 15:35 . drwxr-xr-x 7 root root 4096 Jan 7 15:35 .. My User.pm is attached (please note I have made any changes there either). Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient’s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company’s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept
[rt-users] How to customize in local/lib
Hi, Sorry if this have been asked before, but I could n’t see anything in the archives or via web search. I just started the process of upgrading my rt-3.8.7 to rt-4 With rt-4 the Overlay files have been removed, and I am wondering what is the proper way to add or modify existing functions with lib/RT. For example to change a subroutine in User_Overlay.pm in 3.8.7 , I create User_Vendor.pm in local/lib/RT , copy then modify the function I need to change into User_Vendor.pm , similar any new functions I need go there ?? will this method still work in 4.0.8 ?? or Do I need the whole of User.pm then modify or add to ?? Roy [cid:image07daee.PNG@729b4329.40a8e0b6] This email (and any attachments) contains information, which may be privileged and/or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, please note that disclosing, copying, distributing or using this information is prohibited. If you've received this email in error, please let me know immediately by emailing me at the email address above and then delete all traces of this email from your system. We monitor our email system, and may record your emails. Computer viruses can be transmitted by email. You should check this email and any attachments for the presence of viruses. We accept no liability for any damage caused by any virus transmitted by this email or any attachments. Daisy Communications Ltd Registered office: Daisy House, Lindred Road Business Park, Nelson, Lancashire, BB9 5SR Registered in England and Wales with company number: 4145329 inline: image07daee.PNG
[rt-users] Passwords not working after upgrade to rt-4.0.8
Hi, First of all apologies for the length of signature (I really can't do anything about it). I am in the process of upgrading my rt-3.8.7 to rt-4.0.8 , I followed all the README and Upgrade docs. I am installing into a clean rt4 directory, and only put in cosmetic customisation . Ran make upgrade-database perl -I /opt/rt4/local/lib -I /opt/rt4/lib etc/upgrade/shrink_transactions_table.pl perl etc/upgrade/vulnerable-passwords --fix However now the root user and my user cannot login to the interface getting username or password incorrect error. I guess its all to do with vulnerable-passwords! I have seen few posts about this issue, but have n't seen a fix that applies to my situation, My Users table: | Users | CREATE TABLE `Users` ( `id` int(11) NOT NULL AUTO_INCREMENT, `Name` varchar(200) NOT NULL DEFAULT '', `Password` varchar(256) DEFAULT NULL, `Comments` text, `Signature` text, `EmailAddress` varchar(120) CHARACTER SET ascii DEFAULT NULL, `FreeformContactInfo` text, `Organization` varchar(200) DEFAULT NULL, `RealName` varchar(120) DEFAULT NULL, `NickName` varchar(16) DEFAULT NULL, `Lang` varchar(16) CHARACTER SET ascii DEFAULT NULL, `EmailEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `WebEncoding` varchar(16) CHARACTER SET ascii DEFAULT NULL, `ExternalContactInfoId` varchar(100) DEFAULT NULL, `ContactInfoSystem` varchar(30) DEFAULT NULL, `ExternalAuthId` varchar(100) DEFAULT NULL, `AuthSystem` varchar(30) DEFAULT NULL, `Gecos` varchar(16) DEFAULT NULL, `HomePhone` varchar(30) DEFAULT NULL, `WorkPhone` varchar(30) DEFAULT NULL, `MobilePhone` varchar(30) DEFAULT NULL, `PagerPhone` varchar(30) DEFAULT NULL, `Address1` varchar(200) DEFAULT NULL, `Address2` varchar(200) DEFAULT NULL, `City` varchar(100) DEFAULT NULL, `State` varchar(100) DEFAULT NULL, `Zip` varchar(16) DEFAULT NULL, `Country` varchar(50) DEFAULT NULL, `Timezone` varchar(50) CHARACTER SET ascii DEFAULT NULL, `PGPKey` blob, `Creator` int(11) NOT NULL DEFAULT '0', `Created` datetime DEFAULT NULL, `LastUpdatedBy` int(11) NOT NULL DEFAULT '0', `LastUpdated` datetime DEFAULT NULL, `AuthToken` varchar(16) CHARACTER SET ascii DEFAULT NULL, PRIMARY KEY (`id`), UNIQUE KEY `Users1` (`Name`), KEY `Users2` (`Name`), KEY `Users3` (`id`,`EmailAddress`), KEY `Users4` (`EmailAddress`) ) ENGINE=InnoDB AUTO_INCREMENT=12734800 DEFAULT CHARSET=utf8 | Also if its helps, the password entry for my user: Password: !sha512!5B7CB45ok1NPS+Ig!LITc6RFH4wTOfqz There is very little of any use in the log file (Logging and Statement log both set to 'debug'), and the only message I get is: [Wed Jan 30 17:25:43 2013] [error]: FAILED LOGIN for x from xx (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:739) The sql server is mysql Ver 14.14 Distrib 5.1.66 Any help will truly be appreciated. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited
Re: [rt-users] Get realname or username from $requestor
Mario,
Have a look at Ticket/Elements/ShowRequestor to help you.
Basically get the Requestors list, these are members of a group that define the
requestors of the ticket:
my $people = $Ticket-Requestors-UserMembersObj;
then go through the members to display the properties you want:
while ( my $requestor = $people-Next ) {
my $name = $requestor-Name;
my $realname = $requestor-RealName;
}
This is not tested, so I may have missed something, but pretty certain its
along these lines.
Roy
Visit our website today www.daisygroupplc.com
Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire
BB9 5SR
Company Registration Number: 4145329 | VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER
This email (including any attachments) is strictly confidential and may also be
legally privileged. If the recipient has received this email in error please
notify the sender and do not read, print, re-transmit, store or act in reliance
on the email or its attachments and immediately delete this email and its
attachments from the recipient's system. Daisy Communications Limited cannot
accept liability for any breaches of confidence arising through use of email.
Employees of Daisy Communications Limited are expressly required not to make
any defamatory statements and not to infringe or authorise any infringement of
copyright or any other legal right by email communications. Any such
communication is contrary to the company's policy and outside the scope of the
employment of the individual concerned. Daisy Communications Limited will not
accept any liability in respect of such a communication, and the employee
responsible will be personally liable for any damages or other liability
arising.
If you are the intended recipient of this email please ensure that neither the
email nor any attachments are copied to third parties outside your organisation
or saved without the written permission of the sender. In the event of any
unauthorised copying or forwarding, the recipient will be required to indemnify
Daisy Communications Limited against any claim for loss or damage caused by any
viruses or otherwise.
WARNING: Computer viruses can be transmitted by email. The recipient should
check this email and any attachments for the presence of viruses. Daisy
Communications Limited accepts no liability for any damage caused by any virus
transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited
(non-geographic or new line installation) please do NOT arrange for any form of
advertising until the number is live and tested.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Mario
Sent: 09 May 2012 12:00
To: rt-us...@lists.fsck.com
Subject: [rt-users] Get realname or username from $requestor
Hello,
I am trying to use callbacks to customize Request Tracker.
Specifically I would like to use the callback aboutthisuser.
I get $requestor as a parameter.
I am a newbie so I do not know how to get realname or username from
$requestor.
Can you help me?
Thanks in advance,
Mario
Re: [rt-users] How to sync tickets from two RT.
Adrian, You have 2 options, 1- Get the 2 organisation to use 1 RT , use groups/queues rights and permissions to do the separations, then tickets crossing organisations will be simply moving queue. 2- Option 2 is have a queue for org B on RT-A B , and set up on Queue change/Correspondence and Comments queue scrips that use the REST interface to create or update tickets in RT-B I use option 1 for the different brands/companies that we have and I use option 2 when talking to our suppliers that have RT. Rgds; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Adrian Stel Sent: 19 October 2011 10:45 To: rt-users@lists.bestpractical.com Subject: [rt-users] How to sync tickets from two RT. Hi, this is the case: we have two organizations: 1) A 2) B Both A and B have own RT. (A-RT and B-RT) This is what I would like to do: When people from A put ticket to owne A-RT in B queue. B-RT will take from A-RT this ticket and put him to B-RT. What tools we have make sync beteewn two RT ? Should we have the same RT in A nad B or we could have in A 3.8 and in B 4.0 ? -- Best Regards Adrian Stelmaszyk RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] custom fields select with Category --Firefox 7 issue
Hi, I am on rt-3.8.7 We have 2 custom fields related via Category, where selecting one determines the content of the second field dropdown, and we had few values for the second custom field with the category was left at 'no value', so these are displayed as generic options for any value of the first custom field; However in firefox 7 this is not working, the generic options are not showing in the dropdowns! Have anyone else experienced this and have a work around? Not sure where to start looking with this; ist the javascript or html? Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Spell checking Solutions for RT
John, The spell checking will need to be client side because I guess will need your users to do the checking before submit? (or have I missed something??) As Thomas previously suggested most browsers these days include spell check plugins , but if you wish you can look into some of the javascript tools out there, I 've come across javascriptspellcheck before but I have n't used it or looked into it from a development perspective so not sure how useful its. Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Joop Sent: 06 October 2011 16:54 To: john s. Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Spell checking Solutions for RT john s. wrote: Any other way to implement some spell checking stuff in RT? Did once some scripting to spellcheck but that is way back in time, RT-3.6 or older. Don't know if you can still use that. Joop RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Doing response-time analytics
Richard, Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, responses to customers are always in correspondence , so I created a custom field FirstResponse and a scrip with condition on correspondence with action that look for the TransactionObj-Creator if it's a staff member (based on group membership), then I populate the FirstResponse with the diff in minutes between TransactionObj-Created and TicketObj-Created. --Obviously if the FirstResponse is already populated then return undef, ie no need to do anything. As I said this will only help you going forward, for existing tickets , I am afraid it have to be the hard way, but I would use the RT Api and not sql directly. Hop that helps. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Richard McMahon Sent: 29 September 2011 10:26 To: Francisco Jen Ou Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Ou fje...@intercomti.com.br To: Jason Ketola jket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA
Re: [rt-users] Costum Condition AdminCC Notification
Chris,
I would guess client == Requestor?
I would disable the scrip On Create notify AdminCC and create a new one with
Action Notify Admin but with User defined condition.
Your condition code will depend how you can distinguish that the requestor is
not a member of the admincc group, for example if you expect the requestors to
be from a different domain to your admin cc you can try;
If ($self-TransactionObj-Type eq ‘Create’ and
$self-TicketObj-Requestors-MemberEmailAddressesAsString !~
/your_admincc_\@domain/) {
return 1;
} else {
return undef;
}
Roy
[cid:image76a71f.GIF@4a6e17ec.45ab3aa4]
Visit our website today www.daisygroupplc.comhttp://www.daisygroupplc.com
Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire
BB9 5SR
Company Registration Number: 4145329 | VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER
This email (including any attachments) is strictly confidential and may also be
legally privileged. If the recipient has received this email in error please
notify the sender and do not read, print, re-transmit, store or act in reliance
on the email or its attachments and immediately delete this email and its
attachments from the recipient’s system. Daisy Communications Limited cannot
accept liability for any breaches of confidence arising through use of email.
Employees of Daisy Communications Limited are expressly required not to make
any defamatory statements and not to infringe or authorise any infringement of
copyright or any other legal right by email communications. Any such
communication is contrary to the company’s policy and outside the scope of the
employment of the individual concerned. Daisy Communications Limited will not
accept any liability in respect of such a communication, and the employee
responsible will be personally liable for any damages or other liability
arising.
If you are the intended recipient of this email please ensure that neither the
email nor any attachments are copied to third parties outside your organisation
or saved without the written permission of the sender. In the event of any
unauthorised copying or forwarding, the recipient will be required to indemnify
Daisy Communications Limited against any claim for loss or damage caused by any
viruses or otherwise.
WARNING: Computer viruses can be transmitted by email. The recipient should
check this email and any attachments for the presence of viruses. Daisy
Communications Limited accepts no liability for any damage caused by any virus
transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited
(non-geographic or new line installation) please do NOT arrange for any form of
advertising until the number is live and tested.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christian Bauer
Sent: 09 September 2011 10:09
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Costum Condition AdminCC Notification
Hello there.
Maybe you can help me with this issue.
I want RT only to send AdminCC Notifications on ticket create if the client is
not equal to the owner.
I need it because, if an admin creates a ticket on his own behalf, the other
admins should not be notified.
Thank you in advance
Cheers
Chris
inline: image76a71f.GIF
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
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* Barcelona, Spain November 28 29, 2011
Re: [rt-users] How to setting multiple email addresses on Request Tracker
How did you set up your RT mail, exim , fetchmail ?? Have a look at http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat for more information. Regards; Roy [cid:image6ea795.GIF@1c454eed.4b9fc82e] Visit our website today www.daisygroupplc.comhttp://www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient’s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company’s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Samuel Ferdian Sent: 08 September 2011 12:39 To: rt-users@lists.bestpractical.com Subject: [rt-users] How to setting multiple email addresses on Request Tracker Hi there, Introduce i am a newbie on RT, i want to ask if i want to set up multiple email on RT instance. I was installed one RT instance on a server, then i want to set up multiple email address to create ticket by email. e.g: 1. ema...@gmail.commailto:ema...@gmail.com, 2. ema...@gmail.commailto:ema...@gmail.com, 3. ema...@gmail.commailto:ema...@gmail.com So each of email can be set to one queue that i have. How steps steps should be taken to this all happen on my server ? Thank You. inline: image6ea795.GIF RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Multiple URL's with multiple themes (look and feel)
Bart, Can you keep us (me anyway) informed how the below solution works out for you, I am wondering how it will work if you need to link tickets cross different sites?? At the moment with mod_perl2 I am running 1 rt database one rt code tree for 2 different sites (urls) but with 2 different webmux.pl , 2 RT_Siteconfig files, and few hacks within the code and exim.conf etc , its not a clean solution , and wondering if Ruz solution maybe a better way of doing things. Regards; Roy [cid:imageadf1fb.GIF@61124c7d.44b65d15] Visit our website today www.daisygroupplc.comhttp://www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient’s system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company’s policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liability arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bart Sent: 07 September 2011 16:09 To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Multiple URL's with multiple themes (look and feel) Hi, Thanks for the reply, I'm going to see if the callback solution will help me with this. It looks like this is indeed how I should attempt this setup. Cheers. Best regards, Bart 2011/9/7 Ruslan Zakirov r...@bestpractical.commailto:r...@bestpractical.com It's double. For beginning alias multiple locations on the server to rt. Check that everything works. Some actions and links would point to urls defined in the config. Then you have to use callback in main autohandler where you check server's variables and set Web* and other options accordingly. Regards, Ruslan. From phone. 07.09.2011 17:53 пользователь Bart b...@pleh.infomailto:b...@pleh.info написал: Hi, I'm wondering if it's possible to do the following within RequestTracker: - Set a different theme (look and feel) per queue / incoming URL. - Set a different theme (look and feel) per SelfService portal / incoming URL. The goal is to have 1 ticket system with multiple queue's but also multiple URL's. Technically that's possible but I'd want to give each queue/incoming URL a different look feel (or just a different CSS file which overrules the default). I know I can do individual per user themes but I'd want to set something globally which will work for both normal users and selfservice users but then in a dynamic way where a you can implement RT on different websites while running just one instance. Hopefully someone can help point me in the right direction for this, so far all I've found is that it's not possible. Thanks in advance. Best regards, Bart inline: imageadf1fb.GIF RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Quick Ticket Creation
John,
You need to edit Elements/QuickCreate and change
option value=%$session{'CurrentUser'}-id%
selected=selected%$session{'CurrentUser'}-Name %/option
option value=%$RT::Nobody-id%%loc('Nobody')%/option
TO
option value=%$RT::Nobody-id %
selected=selected%loc('Nobody')%/option
option value=%$session{'CurrentUser'}-id%%
$session{'CurrentUser'}-Name %/option
Roy
Visit our website today www.daisygroupplc.com
Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire
BB9 5SR
Company Registration Number: 4145329 | VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER
This email (including any attachments) is strictly confidential and may also be
legally privileged. If the recipient has received this email in error please
notify the sender and do not read, print, re-transmit, store or act in reliance
on the email or its attachments and immediately delete this email and its
attachments from the recipient's system. Daisy Communications Limited cannot
accept liability for any breaches of confidence arising through use of email.
Employees of Daisy Communications Limited are expressly required not to make
any defamatory statements and not to infringe or authorise any infringement of
copyright or any other legal right by email communications. Any such
communication is contrary to the company's policy and outside the scope of the
employment of the individual concerned. Daisy Communications Limited will not
accept any liability in respect of such a communication, and the employee
responsible will be personally liable for any damages or other liabi
lity arising.
If you are the intended recipient of this email please ensure that neither the
email nor any attachments are copied to third parties outside your organisation
or saved without the written permission of the sender. In the event of any
unauthorised copying or forwarding, the recipient will be required to indemnify
Daisy Communications Limited against any claim for loss or damage caused by any
viruses or otherwise.
WARNING: Computer viruses can be transmitted by email. The recipient should
check this email and any attachments for the presence of viruses. Daisy
Communications Limited accepts no liability for any damage caused by any virus
transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited
(non-geographic or new line installation) please do NOT arrange for any form of
advertising until the number is live and tested.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of john s.
Sent: 06 September 2011 13:22
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Quick Ticket Creation
Hello everybody
Is it possible to set the owner to nobody by default , if you use the
Option to create a Quick ticket ?
best regards
john s.
--
View this message in context: http://old.nabble.com/Quick-Ticket-Creation-
tp32407339p32407339.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
Re: [rt-users] Permissions problem. Cannot view queues/tickets or make changes to config as super user
Josh, As far as I know your only fix is through the database directly. Login in to your RT database and select id from Users where Name = 'root'; #on my system the id of root == 12 select id from Groups where Name = 'User 12'; #on my system this id = 13 select id from Principals where ObjectId = 13 and PrincipalType = 'Group'; #most likely this should be the same as above in my case 13 select * from ACL where PrincipalId = 13 and PrincipalType = 'Group'; #This should return a row with ++---+-+---++--+-+---+ | id | PrincipalType | PrincipalId | RightName | ObjectType | ObjectId | DelegatedBy | DelegatedFrom | ++---+-+---++--+-+---+ | 3 | Group | 13 | SuperUser | RT::System |1 | 0 | 0 | ++---+-+---++--+-+---+ But in your case most likely it wont , so you will need to insert a new row into your ACL table to match the above. (Remember that the id field is auto increment so you don't include it in your insert statement). Hope that helps; Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of josh.cole Sent: 01 September 2011 00:29 To: rt-users@lists.bestpractical.com Subject: [rt-users] Permissions problem. Cannot view queues/tickets or make changes to config as super user Permissions problem. Cannot view queues/tickets or make changes to config as super user. I am logging in as root. Not sure what I did to cause this problem but if anyone is willing to tell me how to resolve this problem that would be great. -Josh -- View this message in context: http://old.nabble.com/Permissions-problem.- Cannot-view-queues-tickets-or-make-changes-to-config-as-super-user- tp32376364p32376364.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Trouble with scrip to set status based on email subject
Dave,
Your scrip is telling RT on Create ( Condition: On Create) = resolve the
ticket.
You can either change your condition to User defined and add a bit of logic to
your Custom condition: to identify ticket creation. Or keep your condition to
On Create and move your:
my $match = Order [0-9][0-9]+ has been cancelled by Google;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
To the custom action prepare code.
Hope that helps ;
Roy
Visit our website today www.daisygroupplc.com
Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire
BB9 5SR
Company Registration Number: 4145329 | VAT Number: 722471355
Daisy Communications Limited is a company registered in England and Wales.
DISCLAIMER
This email (including any attachments) is strictly confidential and may also be
legally privileged. If the recipient has received this email in error please
notify the sender and do not read, print, re-transmit, store or act in reliance
on the email or its attachments and immediately delete this email and its
attachments from the recipient's system. Daisy Communications Limited cannot
accept liability for any breaches of confidence arising through use of email.
Employees of Daisy Communications Limited are expressly required not to make
any defamatory statements and not to infringe or authorise any infringement of
copyright or any other legal right by email communications. Any such
communication is contrary to the company's policy and outside the scope of the
employment of the individual concerned. Daisy Communications Limited will not
accept any liability in respect of such a communication, and the employee
responsible will be personally liable for any damages or other liabi
lity arising.
If you are the intended recipient of this email please ensure that neither the
email nor any attachments are copied to third parties outside your organisation
or saved without the written permission of the sender. In the event of any
unauthorised copying or forwarding, the recipient will be required to indemnify
Daisy Communications Limited against any claim for loss or damage caused by any
viruses or otherwise.
WARNING: Computer viruses can be transmitted by email. The recipient should
check this email and any attachments for the presence of viruses. Daisy
Communications Limited accepts no liability for any damage caused by any virus
transmitted by this email or any attachments.
NOTICE TO CUSTOMERS
If you have ordered a telephone number from Daisy Communications Limited
(non-geographic or new line installation) please do NOT arrange for any form of
advertising until the number is live and tested.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of k...@rice.edu
Sent: 30 August 2011 16:27
To: Dave Pascoe
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Trouble with scrip to set status based on email
subject
Shouldn't that be TransactionBatch and not TransactionCreate?
Cheers,
Ken
On Tue, Aug 30, 2011 at 11:17:54AM -0400, Dave Pascoe wrote:
Forgot to mention - running 4.0.2.
-Dave
On Tue, Aug 30, 2011 at 10:53 AM, Dave Pascoe davek...@gmail.com
wrote:
Trying to set up this Scrip to set Resolved status based on email
subject.
It is auto-closing all tickets.
Any ideas? I have to be missing something basic. I already tested
the
regex match separately. I also thought I had the logic reversed but
tested
it both ways (!~ and =~).
TIA,
Dave
Description: Auto Close Google Checkout emails
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Custom condition:
my $match = Order [0-9][0-9]+ has been cancelled by Google;
my $t_subject = $self-TicketObj-Subject;
if ( $t_subject =~ /$match/i ) {
return 1;
}
else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus( resolved );
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA ? September 26 27, 2011
* San Francisco, CA, USA ? October 18 19, 2011
* Washington DC, USA ? October 31 November 1, 2011
* Melbourne VIC, Australia ? November 28 29, 2011
* Barcelona, Spain ? November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18
Re: [rt-users] Can't call method ContentAsMIME on an undefined value
OK thanks Kevin for your help.I'll dig through 3.8.9 changes. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 12 July 2011 23:07 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Can't call method ContentAsMIME on an undefined value On Tue, Jul 12, 2011 at 04:47:41PM +, Raed El-Hames wrote: Kevin, Apologies Kevin but I put your name because through the archive I noticed you looked into similar problem. When trying to forward an update with an attachment and no text update I get the error Can't call method ... I noticed back in December another list user had the same issue (Ticket Forwarding), but it seems there was no solution posted. Do you know if there is a fix/solution?? And what would you recommend, I am on 3.8.7 (mod_perl2/apache/mysql); an upgrade is not an option for now, but I can patch the necessary. 3.8.9 fixes this, and it was a commit we backported from 4.0 by sunnavy. I don't currently have time to hunt it down, but hopefully that gives you enough information to search for the relevant diff. I have no idea if a single patch will fix it or if you'd need a series of patches. -kevin 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Can't call method ContentAsMIME on an undefined value
Kevin, Apologies Kevin but I put your name because through the archive I noticed you looked into similar problem. When trying to forward an update with an attachment and no text update I get the error Can't call method ... I noticed back in December another list user had the same issue (Ticket Forwarding), but it seems there was no solution posted. Do you know if there is a fix/solution?? And what would you recommend, I am on 3.8.7 (mod_perl2/apache/mysql); an upgrade is not an option for now, but I can patch the necessary. Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Show tickets depending on creator and not owner
Fabian, The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor. Customers should not be owners of a ticket (in all ticketing processes that I am aware of anyway), ownership should be assigned to those that can fix issue/supply information. If your customers are unprivileged users, then by default the web ui will present them with the Selfservice portal which by default list all their tickets that they have requested. Try to login as one of those unprivileged users to see the different interface you get. Hope that helps, Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Fabian Unfried Sent: 30 June 2011 16:34 To: rt-users@lists.bestpractical.com Subject: [rt-users] Show tickets depending on creator and not owner Hi guys, just started with rt 4.0.1 and it is really great, but one question: Is there a way to show the tickets for the customers (unprivileged users) not only when they are assigned to it but also because they are the creator of a ticket? So to say I would like that a creator of a ticket can always see his/her ticket not only when he/she is assigned to his/her ticket. Thanks in advance. Regards, Fabian - CONFIDENTIAL- This email and any files transmitted with it are confidential, and may also be legally privileged. If you are not the intended recipient, you may not review, use, copy, or distribute this message. If you receive this email in error, please notify the sender immediately by reply email and then delete this email. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Dump all except tickets+attachments?
Jeff, If you are in a position to do it via sql , then I would suggest you take this route. By via sql I mean you are able to do statements like (insert into development_db.Users (select * from production_db.Users) etc .. If you ignoring Tickets and Attachments I would also ignore the Transactions table content , unless you care about change history for users/groups. Its also possible to ignore objectcustomfields and objectcustomfieldvalues content unless you are using users/groups/queues custom fields which are not very common. And also ignore sessions table content Tables like groups / GroupMembers and CachedGroupMembers are tricky and hard to get right via sql, if you start with the Groups table and select * from Groups where Domain != 'RT::Ticket-Role', then you should be able to do the GroupMembers by select * from production_db.GroupMembers where GroupId in (select Id from development_db.Groups) As for CachedGroupMembers, its far more tricky and please look into it in more details, but for a starting point I would suggest you do the same select as GroupMembers. Hope that helps, Regards; Roy Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancashire BB9 5SR Company Registration Number: 4145329 | VAT Number: 722471355 Daisy Communications Limited is a company registered in England and Wales. DISCLAIMER This email (including any attachments) is strictly confidential and may also be legally privileged. If the recipient has received this email in error please notify the sender and do not read, print, re-transmit, store or act in reliance on the email or its attachments and immediately delete this email and its attachments from the recipient's system. Daisy Communications Limited cannot accept liability for any breaches of confidence arising through use of email. Employees of Daisy Communications Limited are expressly required not to make any defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to the company's policy and outside the scope of the employment of the individual concerned. Daisy Communications Limited will not accept any liability in respect of such a communication, and the employee responsible will be personally liable for any damages or other liabi lity arising. If you are the intended recipient of this email please ensure that neither the email nor any attachments are copied to third parties outside your organisation or saved without the written permission of the sender. In the event of any unauthorised copying or forwarding, the recipient will be required to indemnify Daisy Communications Limited against any claim for loss or damage caused by any viruses or otherwise. WARNING: Computer viruses can be transmitted by email. The recipient should check this email and any attachments for the presence of viruses. Daisy Communications Limited accepts no liability for any damage caused by any virus transmitted by this email or any attachments. NOTICE TO CUSTOMERS If you have ordered a telephone number from Daisy Communications Limited (non-geographic or new line installation) please do NOT arrange for any form of advertising until the number is live and tested. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Jeff Blaine Sent: 23 June 2011 16:33 To: rt-users@lists.bestpractical.com Subject: [rt-users] Dump all except tickets+attachments? If anyone has any clever advice as to how to about this, I'd love to hear it. RT 3.8.7 + security patches, PostgreSQL 8.1.23, RHEL5 We need to replicate our production RT instance's data to a development instance (yes, backward), but we don't want to carry the ~6GB of *ticket and attachment* data (what else?) over to development. Essentially, we want the same environment in development as production, but with empty queues. Advice? You are now connected to database rt3. rt3=# \dt List of relations Schema | Name | Type | Owner +-+---+-- public | acl | table | postgres public | attachments | table | postgres public | attributes | table | postgres public | cachedgroupmembers | table | postgres public | customfields| table | postgres public | customfieldvalues | table | postgres public | fm_articles | table | rt_user public | fm_classes | table | rt_user public | fm_objecttopics | table | rt_user public | fm_topics | table | rt_user public | groupmembers| table | postgres public | groups | table | postgres public | links | table | postgres
Re: [rt-users] Need some help with suppliers
Hi Bart, The scrip that trickle the update from one ticket to another is something I've written, I don't have my rt available to me at the moment , if you need it drop me a note so I can send it to you when I can, If I remember rightly there was a very similar example scrip on the RT wiki. Regards; Roy From: pleh.i...@gmail.com [mailto:pleh.i...@gmail.com] On Behalf Of Bart Sent: 15 June 2011 20:36 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi Roy, That sounds like a very clean solution :-) We were already looking at maybe just using our regular e-mail client for mailing towards the suppliers with RT on the CC but your solution would allow us to really do everything from within RT + I like the idea of making a separate ticket for the supplier. Is the scrip you use something default within RT (can't check it atm but will do next thing tomorrow). Anyway, thanks for the info I'll be sure to give it a try. Best regards, Bart 2011/6/15 Raed El-Hames raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com Bart: The way I deal with the scenario below is as follow: 1- Customer ticket about their issue with customer as requestor 2- Create depends on ticket to the supplier with the supplier as a requestor 3- We put the customer ticket to status 'on-hold' which we added to the inactive status list 4- We have a scrip that pushes updates from depends on ticket to the Depended on By as comments (it also changes the ticket status to open) , so when the supplier reply back with the solution etc, this update is trickled into the main customer ticket and the customer ticket becomes active again. Hope that helps. Regards; Roy 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 Bart Sent: 15 June 2011 07:07 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi, Our suppliers use different systems and the people dealing with them is our supportdesk. So basically any ticket from our supportdesk could rely on an action from our suppliers. Creating a depends on ticket and giving the supplier a user which becomes owner of that ticket could do it, or we could at least make them requestor for that ticket in order to mail them. I think requestor is the best case for us, the main function we need is the ability to mail towards someone else other then the requestor in the To field. (I'll explain below) Something I haven't mentioned, the usual fllow with our supplier is that incidents are called in. So we write down that we've called them + I can make a CF or something like that specifying that it's now with that supplier. But changes are things that we e-mail towards our suppliers (sometimes incidents too), and that specific action isn't possible by default. You can only mail a requestor + CC a few people (or make a comment and CC that towards someone). In that context the CC option is a problem for us since suppliers expect them to be mailed directly (CC usually means, read but don't do anything). We could talk to them about it but I want to avoid it and use mail the way it should be used ;) Best regards, Bart 2011/6/14 Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov Bart, Do all your suppliers have RT? If not, then who in your organization deals with the suppliers? Perhaps creating a Child/DependsOn ticket that is owned by the person dealing with that particular supplier would work. Just a thought. Kenn LBNL On Tue, Jun 14, 2011 at 5:04 AM, Bart b...@pleh.infomailto:b...@pleh.info wrote: Hi, I need some help understanding the flow of tickets in RT, specifically how to work with suppliers. In our test setup one questing came forth about sending a ticket to a supplier and how to go about it. Lets say we have a customer sending us an incident ticket. The incident ends up being the problem of our supplier so we need to have the ticket depend on a suppliers actions. Our current setup is pretty much default with two queue's for internal departments: * Queues: * Servicedesk: All new e-mails go to this queue. * Tech support: Thirdline support for the servicedesk. * CF's: * A few under users for easy selection of organizations. * And a few for the tickets for selecting to what categorie a ticket belongs to. * In addition I've installed the SLA plugin with two test SLA's. In our old system we would do these things by assigning a ticket to a supplier, does that mean that I would need to create a queue for each supplier that we work with for this to work? I'm guessing yes, hoping no, for some suppliers having a queue is ok but for allot of other ones it's not ok. We work
Re: [rt-users] Need some help with suppliers
Bart, The scrip on that page is very similar to the one I used,to push the correspondence into the ticket, Before the while: my $update = $self-TransactionObj-Content(); during the while loop add: $l-BaseObj-Comment(Content= $update); #or something similar .. Regards; Roy From: pleh.i...@gmail.com [mailto:pleh.i...@gmail.com] On Behalf Of Bart Sent: 16 June 2011 10:40 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi, Was this the sample script you used on the wiki? http://requesttracker.wikia.com/wiki/OpenDependantsOnResolve Best regards, Bart 2011/6/16 Raed El-Hames raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com Hi Bart, The scrip that trickle the update from one ticket to another is something I've written, I don't have my rt available to me at the moment , if you need it drop me a note so I can send it to you when I can, If I remember rightly there was a very similar example scrip on the RT wiki. Regards; Roy From: pleh.infohttp://pleh.info@gmail.comhttp://gmail.com [mailto:pleh.i...@gmail.commailto:pleh.i...@gmail.com] On Behalf Of Bart Sent: 15 June 2011 20:36 To: Raed El-Hames Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi Roy, That sounds like a very clean solution :-) We were already looking at maybe just using our regular e-mail client for mailing towards the suppliers with RT on the CC but your solution would allow us to really do everything from within RT + I like the idea of making a separate ticket for the supplier. Is the scrip you use something default within RT (can't check it atm but will do next thing tomorrow). Anyway, thanks for the info I'll be sure to give it a try. Best regards, Bart 2011/6/15 Raed El-Hames raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com Bart: The way I deal with the scenario below is as follow: 1- Customer ticket about their issue with customer as requestor 2- Create depends on ticket to the supplier with the supplier as a requestor 3- We put the customer ticket to status 'on-hold' which we added to the inactive status list 4- We have a scrip that pushes updates from depends on ticket to the Depended on By as comments (it also changes the ticket status to open) , so when the supplier reply back with the solution etc, this update is trickled into the main customer ticket and the customer ticket becomes active again. Hope that helps. Regards; Roy 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 Bart Sent: 15 June 2011 07:07 To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi, Our suppliers use different systems and the people dealing with them is our supportdesk. So basically any ticket from our supportdesk could rely on an action from our suppliers. Creating a depends on ticket and giving the supplier a user which becomes owner of that ticket could do it, or we could at least make them requestor for that ticket in order to mail them. I think requestor is the best case for us, the main function we need is the ability to mail towards someone else other then the requestor in the To field. (I'll explain below) Something I haven't mentioned, the usual fllow with our supplier is that incidents are called in. So we write down that we've called them + I can make a CF or something like that specifying that it's now with that supplier. But changes are things that we e-mail towards our suppliers (sometimes incidents too), and that specific action isn't possible by default. You can only mail a requestor + CC a few people (or make a comment and CC that towards someone). In that context the CC option is a problem for us since suppliers expect them to be mailed directly (CC usually means, read but don't do anything). We could talk to them about it but I want to avoid it and use mail the way it should be used ;) Best regards, Bart 2011/6/14 Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov Bart, Do all your suppliers have RT? If not, then who in your organization deals with the suppliers? Perhaps creating a Child/DependsOn ticket that is owned by the person dealing with that particular supplier would work. Just a thought. Kenn LBNL On Tue, Jun 14, 2011 at 5:04 AM, Bart b...@pleh.infomailto:b...@pleh.info wrote: Hi, I need some help understanding the flow of tickets in RT, specifically how to work with suppliers. In our test setup one questing came forth about sending a ticket to a supplier and how to go about it. Lets say we have a customer sending us an incident ticket. The incident ends up being the problem of our supplier so we need to have
Re: [rt-users] limit ticket list display on requestor login
Giuseppe, I will not give the Everyone group rights other than Create Ticket and ReplyToTicket (and this is only to get the email side of things working properly).I also would not give any rights to the Unprivileged group. For your purposes I would suggest you give the Requestor Role rights to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are Unprivileged then their login will redirect them to the SelfService portal which is restricted. Hope that helps; Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo Sent: 10 June 2011 10:43 To: rt-users@lists.bestpractical.com Subject: [rt-users] limit ticket list display on requestor login Hi, I guess I'm not getting this right. I'd like that a user, upon login, were able to only see the tickets for which they are a requestor (in a given queue). Let's say I have a group G and a queue Q. If rights for G on Q are Create tickets and View queue obviously they see all tickets in the queue, whereas Create tickets alone does not allow them to see any ticket. To keep things tidy, I've also given the same rights to Everyone, Privileged, Unprivileged. Is what I want to do feasible with just permissions management? Thanks, Giuseppe -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
Re: [rt-users] limit ticket list display on requestor login
The fist question Giuseppe , is user U privileged or not? If not then by default he should have been redirected to SelfService/index.html, which again by default should only display /SelfService/Elements/MyRequests If he is privileged (then I would ask why? -- because according to what you need below he does not need to be privileged), if he has to be privileged then you may have to do some coding .. I do think there is a limitation in RT , you should need to give the SeeQueue permission to be able to see it in the dropdown ? I would have thought the CreateTicket permission should be enough. As I suggested make user U unprivileged is the easiest solution. Good luck Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo Sent: 10 June 2011 14:15 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] limit ticket list display on requestor login Hi Kevin, that was my first thought - however in global group rights all checkboxes in general/staff/admin rights are unticked for System, Roles, and for the given user group. Or is it maybe how I shoudl manage this, by adding show ticket to the global one? Just in case I have explained myself improperly, what I'm trying to achieve is that users in the G group are shown in the dashboard a list of tickets in the queue Q for which they are requestors; such list should exclude tickets in the same queue for which they are not requestors. Thanks, G On 10/06/11 14:03, Kevin Falcone wrote: On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote: Uhm... it seems not to behave like I would like to. Basically I have a privileged user U that is part of group G. On queue Q group G has right to show/modify/reply, whereas the system privileged group does not have any right on the queue. Also, on queue Q role Requestor has right to show/modify/reply, whereas the system privileged group does not have any right on the queue. Still, U can see all tickets in queue Q, even those he's not a requestor for. So I'm still looking for a way to hide tickets for which a user in the group G is not a requestor for from the dashboard, if that's at all possible :) Sounds like you have some global rights getting in the way. -kevin On 10/06/11 12:06, Raed El-Hames wrote: Giuseppe, I will not give the Everyone group rights other than Create Ticket and ReplyToTicket (and this is only to get the email side of things working properly).I also would not give any rights to the Unprivileged group. For your purposes I would suggest you give the Requestor Role rights to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are Unprivileged then their login will redirect them to the SelfService portal which is restricted. Hope that helps; Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo Sent: 10 June 2011 10:43 To: rt-users@lists.bestpractical.com Subject: [rt-users] limit ticket list display on requestor login Hi, I guess I'm not getting this right. I'd like that a user, upon login, were able to only see the tickets for which they are a requestor (in a given queue). Let's say I have a group G and a queue Q. If rights for G on Q are Create tickets and View queue obviously they see all tickets in the queue, whereas Create tickets alone does not allow them to see any ticket. To keep things tidy, I've also given the same rights to Everyone, Privileged, Unprivileged. Is what I want to do feasible with just permissions management? Thanks, Giuseppe -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
Re: [rt-users] limit ticket list display on requestor login
Sorry Giuseppe I don't have much knowledge of the LDAP plugin.
Under normal circumstances (ie RT auth), I would write script to go through the
users need changing and set Privileged to 0
foreach $MyUserId (@my_users_to_change) {
my $u=RT::User-new(RT::SystemUser);
my ($id, $msg) = $u-Load($MyUserId);
if ($id) {
$u-SetPrivileged(0);
}
}
Regards;
Roy
-Original Message-
From: Giuseppe Sollazzo [mailto:gsoll...@sgul.ac.uk]
Sent: 10 June 2011 15:33
To: Raed El-Hames
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] limit ticket list display on requestor login
Hi Raed,
thanks a lot as that explains it. This user is Privileged. Removing the
privilege everything works as expected.
What puzzles me is the relationship between system groups and user
defined groups. I would have expected to have the possibility of
limiting permissions to Privileged users in a group rather then having
them as Unprivileged.
But never mind :-)
Now the problem I have is that all my imported users are Privileged, and
reimporting them does not seem to change this (even with
$LDAPUpdateUsers=1).
Do you reckon there's a way to bulk update users and make them
Unprivileged?
Thanks,
Giuseppe
On 10/06/11 14:50, Raed El-Hames wrote:
The fist question Giuseppe , is user U privileged or not?
If not then by default he should have been redirected to
SelfService/index.html, which again by default should only display
/SelfService/Elements/MyRequests
If he is privileged (then I would ask why? -- because according to what
you need below he does not need to be privileged), if he has to be
privileged then you may have to do some coding .. I do think there is a
limitation in RT , you should need to give the SeeQueue permission to be
able to see it in the dropdown ? I would have thought the CreateTicket
permission should be enough.
As I suggested make user U unprivileged is the easiest solution.
Good luck
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo
Sent: 10 June 2011 14:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] limit ticket list display on requestor login
Hi Kevin,
that was my first thought - however in global group rights all
checkboxes in general/staff/admin rights are unticked for System,
Roles,
and for the given user group.
Or is it maybe how I shoudl manage this, by adding show ticket to the
global one?
Just in case I have explained myself improperly, what I'm trying to
achieve is that users in the G group are shown in the dashboard a list
of tickets in the queue Q for which they are requestors; such list
should exclude tickets in the same queue for which they are not
requestors.
Thanks,
G
On 10/06/11 14:03, Kevin Falcone wrote:
On Fri, Jun 10, 2011 at 01:45:55PM +0100, Giuseppe Sollazzo wrote:
Uhm...
it seems not to behave like I would like to.
Basically I have a privileged user U that is part of group G.
On queue Q group G has right to show/modify/reply, whereas the
system privileged group does not have any right on the queue.
Also, on queue Q role Requestor has right to show/modify/reply,
whereas the system privileged group does not have any right on the
queue.
Still, U can see all tickets in queue Q, even those he's not a
requestor for.
So I'm still looking for a way to hide tickets for which a user in
the group G is not a requestor for from the dashboard, if that's at
all possible :)
Sounds like you have some global rights getting in the way.
-kevin
On 10/06/11 12:06, Raed El-Hames wrote:
Giuseppe,
I will not give the Everyone group rights other than Create Ticket
and
ReplyToTicket (and this is only to get the email side of things working
properly).I also would not give any rights to the Unprivileged group.
For your purposes I would suggest you give the Requestor Role rights
to ShowTicket/ModifyTicket/ReplyToTicket, and if your requestors are
Unprivileged then their login will redirect them to the SelfService
portal
which is restricted.
Hope that helps;
Regards;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo
Sent: 10 June 2011 10:43
To: rt-users@lists.bestpractical.com
Subject: [rt-users] limit ticket list display on requestor login
Hi,
I guess I'm not getting this right.
I'd like that a user, upon login, were able to only see the tickets
for
which they are a requestor (in a given queue).
Let's say I have a group G and a queue Q. If rights for G on Q are
Create tickets and View queue obviously they see all tickets in
the
queue, whereas Create tickets alone does not allow them to see
any
ticket.
To keep things tidy, I've also given
Re: [rt-users] Problem with aging tickets
Rithy: Create a script that run via cron , which looks for tickets in a particular status and if the last update was over 5 days , then get the scripts to resolve the ticket. Over here we added a new status 'completed', once we think the issue is fixed we ask the customer to confirm if they feel the issue is fixed , and resolve the ticket, but the same as it happens with you, most customers do not respond back, for that we have a scripts that runs every day looking for tickets in 'completed' status, and for any that have not been updated for over 7 days, we auto resolve. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rithy R Sent: 09 June 2011 05:14 To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem with aging tickets Importance: High Hello, We are going to implement a new policy. If we replied requester that the solution found and we solved their problem user must response back that everything is okay. The problem is most of user don't response back and we cannot close that ticket without their acknowledgement, how can we close those ticket automatically in 5 days or so? Regards, Rithy
Re: [rt-users] Migrating to RT from another ticket system
Bart: The offline tool will help you create the tickets as Ken suggested , however if you are looking to include any of your old tickets history (correspondence / updates), then I would recommend you look into using perl script and the rt api. Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bart Sent: 06 June 2011 12:44 To: rt-users@lists.bestpractical.com Subject: [rt-users] Migrating to RT from another ticket system Hi, We are currently working on migrating to Request Tracker. The step on which we are now is creating a proof of concept, this is coming along pretty nicely. With the O'Reilly book + mailing lists + wiki at hand we're getting there, just filling out the specific details :) I do however want to look at a road bump ahead, which is migrating the old ticket date into RT. We have the ability to export all the current date to CSV format, keeping those fields that we feel are fit for RT. (the old/current ticketing system is Assyst from Axios Systems) We don't mind if ticket numbers are new, we prefer it really, as long as we can store the old ticket number in a CF (which I believe we can). What would be the best way to import the data? Can we use the command-line RT functions or do we have to do some database magic? (I'm not a database wizard so we'd have to find someone for that lol) The reason why I'm asking this is mainly to get some information about the migration process before hand, such information would safe me allot of time later on. So any information that would point us in the right direction would be helpful. Thanks in advance. Best regards, Bart
Re: [rt-users] Load Saved charts
Kevin: Thanks for the reply. Can you tell me where I can find the rt bug tracker, I could not find any links from the mail bestpractical site or the wiki. Also I would guess I need to know where is the repo what patches are kept to see the changes? From memory most bug replies only include the patch number? I am curious as you suggested it should be fixed in the version of RT I am using, so I am wondering if anything in my local customisation that is effecting this. Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 16 May 2011 18:43 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Load Saved charts On Mon, May 16, 2011 at 04:18:21PM +, Raed El-Hames wrote: Rt-3.8.8 Mysql5 and apache2 with mod_perl2 Loading saved charts seems not to be working, Created a search, charted it , saved the chart , ran a second search , charted it, but when trying to load the first saved chart, all I get is the second chart refreshed?? I am not sure if the Saved chart function is not saving the query, or if the current search is over ridding the chart query? Did anyone come across this ? and is there a known fix? This sounds like a bug Emmanuel reported and fixed, but it was against 3.8.6 and should be fixed in 3.8.8. It was bug 14002 -kevin
Re: [rt-users] Load Saved charts
Apologies. Ignore my question regarding the bug tracker, I found http://issues.bestpractical.com However can I ask what fixed in e8c391f7a4119 means and where can I find e8c391f7a4119 Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: 17 May 2011 17:57 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Load Saved charts Kevin: Thanks for the reply. Can you tell me where I can find the rt bug tracker, I could not find any links from the mail bestpractical site or the wiki. Also I would guess I need to know where is the repo what patches are kept to see the changes? From memory most bug replies only include the patch number? I am curious as you suggested it should be fixed in the version of RT I am using, so I am wondering if anything in my local customisation that is effecting this. Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 16 May 2011 18:43 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Load Saved charts On Mon, May 16, 2011 at 04:18:21PM +, Raed El-Hames wrote: Rt-3.8.8 Mysql5 and apache2 with mod_perl2 Loading saved charts seems not to be working, Created a search, charted it , saved the chart , ran a second search , charted it, but when trying to load the first saved chart, all I get is the second chart refreshed?? I am not sure if the Saved chart function is not saving the query, or if the current search is over ridding the chart query? Did anyone come across this ? and is there a known fix? This sounds like a bug Emmanuel reported and fixed, but it was against 3.8.6 and should be fixed in 3.8.8. It was bug 14002 -kevin
[rt-users] Load Saved charts
Hi: Rt-3.8.8 Mysql5 and apache2 with mod_perl2 Loading saved charts seems not to be working, Created a search, charted it , saved the chart , ran a second search , charted it, but when trying to load the first saved chart, all I get is the second chart refreshed?? I am not sure if the Saved chart function is not saving the query, or if the current search is over ridding the chart query? Did anyone come across this ? and is there a known fix? Regards; Roy
Re: [rt-users] Default Ticket Message Content when composing new ticket
Mike:
You need to explain what you mean by a specific type of ticket??
If its only dependant on the queue, then there is a couple of ways to do this,
If the same text for a selected number of queues , then in Create.html define
$ARGS{Content} with the text you wish presented if ($QueueObj-Name) matches
your condition.
If you wish a different text for each queue, then create a queue template (for
each queue you want to have pre-prepared text) with the words you wish and pull
the template content into $ARGS{Content} in Create.html.
Regards;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Michael P. Carel
Sent: 11 May 2011 06:16
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Default Ticket Message Content when composing new
ticket
Hi to all;
Is there a way I can have the RT ticket to have a default or pre-encoded
message content when composing new ticket? Somewhat auto content under the
describe the issue below: , but I need it for a specific type of ticket
only and not applicable to all queue.
Thanks,
Mike
Re: [rt-users] Watched queues
I gather each work group are admin cc on their queue, If this is the case then try AdminCc.id = '__CurrentUser__' Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Yan Seiner Sent: 05 May 2011 18:23 To: rt-users@lists.bestpractical.com Subject: [rt-users] Watched queues I'm stuck on the best way to set this up: Our department is set up as a bunch of workgroups. I have a queue set up for each workgroup. 4As things stand, it makes sense to allow anyone to create a ticket for any other workgroup and to monitor all the tickets in their workgroup. It does not make sense to have everyone monitor everyone else's tickets. So I set up all previledged users with the rights to see all queues, and to crteate and comment on tickets in all queues. Now I need to set up a search that finds only those queues that each member belongs to. I am not sure how to do that; I don't see a search option that allows me to do that. -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln
Re: [rt-users] Reuse RT System Saved Searches for all users
Lars: we stored a saved search (Tickets) in RT System's saved searches with the intention to make the search visible to all users. RT System Saved Searches are only available to SuperUsers, these are the searches you include as default in home page etc etc. I think for your purposes and if its possible for you (pending number of users etc), I would suggest you create a new generic group and add all your users as members, then make your search as the new group search. Over here I have few generic groups, AllStaff which include all our staff, AllCustomers include our customers groups And 3rdParty which include suppliers groups etc, having these generic groups make my life much easier when applying permissions / dashboards and saved searches etc. Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Lars Reimann Sent: 04 May 2011 11:43 To: rt-users@lists.bestpractical.com Subject: [rt-users] Reuse RT System Saved Searches for all users Hi, we stored a saved search (Tickets) in RT System's saved searches with the intention to make the search visible to all users. However, normal users cannot even see saved searches. We do require users to load them only and i gave the showsavedsearch and loadsavedsearch to every one. It is not clear to me which access rights are needed to enable users to see those system searches. If this is not possible via RT System's saved searches, how do I make searches available to all users? Otherwise every user has to save his/her own identical query which is impractical and most of our users do not want to understand detailed search semantics. greetings, l.r.
Re: [rt-users] Using RT to track outgoing requests
Nathan: There are different ways of dealing with the scenario you have. What I do in here in a set up very similar to yours, is create a ticket with the customer contact as a requestor, When 3rd party supplier needed I create a linked/child ticket in queue that does not send a standard auto-responder and instead an email similar to correspondence. I like to separate my supplier and customer communication , hence the use of a linked ticket, but I have a scrip that trickle the updates from the child ticket to the parent as a comment, this allows me to have all correspondence on the issue in one single ticket. Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Nathan Ward Sent: 27 April 2011 05:39 To: RT-Users@lists.bestpractical.com Subject: [rt-users] Using RT to track outgoing requests Hi all, I imagine this is a common problem, but I can't find anything by searching the archives - I've tried a number of different search terms but don't hit anything useful. I support a number of customers who I look after various IT things for. I often want to send an email to someone who I need to work with for a customer, for example, I manage a web/email server for a customer and need to email the company who runs the customer's desktop machines etc. as a new request initiated by me (I've noticed this problem, here's what we should do to fix type of thing). If I create a new ticket in the web interface and add the 3rd party as a requestor, they get a somewhat confusing Autoreply message back. That's not ideal. If I create a new ticket in the web interface and add the 3rd party as a CC, and myself as a requestor, that works OK but I have to reply to a ticket in order to get the email to the customer. I could also create a ticket with email, and CC the other person, but they'll hit reply to all (or just reply) and emails will go outside the ticketing system and/or create new tickets which is not ideal. I have wanted to do this in the past in other situations, for example as an ISP I've wanted to send a message to another ISP, or to a transit provider or something, to arrange a change in our interconnection/peering. I'd prefer these thing to be tracked in RT, instead of my personal mail. What are other people doing for this sort of thing? -- Nathan Ward
Re: [rt-users] search by today
Garry: Try: Created 'now' AND Created '2 week ago' AND Queue = 'FOO' Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Garry Booth Sent: 05 April 2011 16:05 To: RT Users Subject: [rt-users] search by today Hi All does anybody know if there is a way to dynamically search through tickets with creation dates from today to two weeks ago, without changing the dates every time? e.g. Created 'NOW' AND Created 'NOW -13' AND Queue = 'FOO' regards Garry
Re: [rt-users] search by today
Yep, you are right Kenn. I was translating the original query, your Created '2 weeks ago' will be more efficient. - I think Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 05 April 2011 17:39 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] search by today Raed, Isn't the now kind of intuitive? Wouldn't Created '2 weeks ago' work just as well since the query is already running 'Today' or realtime? Unless you can created dates in the future, but I would think that unlikely. Just a theological thought, ;-). Kenn LBNL On Tue, Apr 5, 2011 at 8:28 AM, Raed El-Hames raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com wrote: Garry: Try: Created 'now' AND Created '2 week ago' AND Queue = 'FOO' Roy -Original Message- From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-mailto:rt-users- boun...@lists.bestpractical.commailto:boun...@lists.bestpractical.com] On Behalf Of Garry Booth Sent: 05 April 2011 16:05 To: RT Users Subject: [rt-users] search by today Hi All does anybody know if there is a way to dynamically search through tickets with creation dates from today to two weeks ago, without changing the dates every time? e.g. Created 'NOW' AND Created 'NOW -13' AND Queue = 'FOO' regards Garry
Re: [rt-users] recurring requests
Mark: Have a look at rt-crontool , I think it may help you. Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Roedel, Mark Sent: 31 March 2011 21:45 To: rt-us...@bestpractical.com Subject: [rt-users] recurring requests Obviously it's pretty simple to write a script against the REST API and launch it from a cron job, but has anybody done anything that's more end-user facing to allow for the setup of recurring tickets for periodic maintenance and the like?
Re: [rt-users] Change Email Subject Line ??
Adrian:
You can modify the templates associated with the emails you want to send (ie
Correspondence template, Admin Comment templates etc) to include the Priority
Eg:
Subject: [Comment] [{$Ticket-QueueObj-Name}] [$Ticket-Subject] Priority
[{$Ticket-Priority}]
I would suggest you put the Priority before the subject
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Adrian Stel
Sent: 31 March 2011 14:13
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Change Email Subject Line ??
Hi All,
I would like to add issues priority to Email Subject, for example:
orginal subject is:
[support #98] [Comment] Testing - Ignore me...
new subject:
[support #98] [Comment] Testing - Ignore me... Priority 5
--
Best Regards
Adrian Stelmaszyk
Re: [rt-users] Support Contract Client Check
Walid: I've done something similar but my approach was slightly different. My customers in most cases have more than one contact, so for every customer I created a group, and added their contacts as members of their group, the group name is the customer name, and I added a couple of group custom fields, contract_name and contract_expire_date. When any of the contacts create a ticket, there is a global scrip that identify the requestor and if it belongs to a customer group it populates a ticket custom field customer_name with the name of the group the requestor belongs to, it also populates ticket custom fields relating to contract name and expire grabbed from the group custom fields. To keep my RT in sync with the CRM system (to update the customer and contract information), I run daily script that export this info from CRM and update the group custom fields within my RT. Hope this helps. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Walid Haider Sent: 24 March 2011 11:54 To: rt-users@lists.bestpractical.com Subject: [rt-users] Support Contract Client Check Hi, I am running RT 3.8.4 and have created a custom field, with a list of all our clients, so that the client name is selected from the list when creating or updating a ticket. I am now looking to implement a way of checking if the client's support contract has not expired (and perhaps even, displaying a message informing the RT user that the client's contract has expired and also highlighting the custom field in red - under ticket metadata - when viewing existing tickets referring to clients that do not have valid support contract). This support contract information is available in an excel spreadsheet that I could either: * link to RT in some way (of course, the danger here is that in order for this to work, the name of client must be exactly the same as in RT) or; * update the support contract information in RT form time to time (probably safer this way) In future, I would also like to allow our clients to be able to view and update their own tickets, and would also like to deny access (automatically, based on the check above) if the support contract has expired - possibly displaying a message informing the user that why the access was denied. I would really appreciate in if someone could point me in the right direction. Thanks and regards, Walid
Re: [rt-users] Support Contract Client Check
The scrip do all sorts of things, so I just put the relevant bits below
Condition: On Create
Action: User Defined
Custom action preparation code: return 1;
Custom action cleanup code:
#Assumption ticket is created via mail/web by a customer contact.
#So creator == requestor
my $req =$self-TicketObj-CreatorObj ;
my $org = $req-ContactMembership ; #ContactMembership explained below
if ($org) {
#We found this requestor belong to a Customer group
my $g_obj = RT::Group-new(RT::SystemUser);
$g_obj-LoadUserDefinedGroup($org);
my $service_id = $g_obj-FirstCustomFieldValue('Service_Order');
my $service_valid_from =
$g_obj-FirstCustomFieldValue('Service_Order_Start');
my $service_expire = $g_obj-FirstCustomFieldValue('Service_Order_Expire');
$self-{custfield}=RT::CustomField-new(RT::SystemUser);
$self-{custfield}-LoadByName(Name= 'Customer_name');
$self-{TicketObj}-AddCustomFieldValue(Field=$self-{custfield},Value=
$org);
$self-{custfield2}=RT::CustomField-new(RT::SystemUser);
$self-{custfield2}-LoadByName(Name= 'Service_Order_Number');
$self-{TicketObj}-AddCustomFieldValue(Field=$self-{custfield2},Value=
$service_id);
$self-{custfield3}=RT::CustomField-new(RT::SystemUser);
$self-{custfield3}-LoadByName(Name= 'Service_Order_Number_Expire_Date');
$self-{TicketObj}-AddCustomFieldValue(Field=$self-{custfield3},Value=
$service_expire );
return 1;
} else {
return undef;
}
ContactMembership is a function I written and put it in User_Vendor.pm.
There are few ways to extract groups a user belong to , but I needed one
specific to customers.
sub ContactMembership {
# Identify a group a user belong to
# Used in scrip action to identify cust contact
# Expects a user id and return group name
# If user belong to more than one it returns undef
# This should not happen with customer contacts
my $self = shift;
my $MemberId = $self-Id ;
my $group_list = '';
my $Groups = RT::Groups-new($RT::SystemUser);
$Groups-Limit( FIELD = 'Description',OPERATOR = 'LIKE', VALUE =
'Customer-');
$Groups-Limit( FIELD = 'Domain',OPERATOR = '=', VALUE =
'SystemInternal');
$Groups-Limit( FIELD = 'Domain',OPERATOR = '=', VALUE =
'UserDefined');
my $alias = $Groups-Join(
TYPE = 'left',
ALIAS1 = 'main',
FIELD1 = 'id',
TABLE2 = 'GroupMembers',
FIELD2 = 'GroupId'
);
$Groups-Limit(
ALIAS = $alias,
FIELD = 'MemberId',
OPERATOR = '=',
VALUE = $MemberId,
);
return undef unless $Groups-Count == 1 ;
return $Groups-First-Name ;
}
As I mentioned I removed bits from the scrip and the function, so please check
the code for any errors.
Note my customer groups have their description starting with Customer-
Regards;
Roy
From: Walid Haider [mailto:walid.hai...@movensis.com]
Sent: 24 March 2011 14:53
To: Raed El-Hames; rt-users@lists.bestpractical.com
Subject: RE: Support Contract Client Check
Hi Roy,
Thanks for your response, any chance you can send me an example of the global
scrip you are using?
Regards,
Walid
From: Raed El-Hames [mailto:raed.el-ha...@daisygroupplc.com]
Sent: quinta-feira, 24 de Março de 2011 12:10
To: Walid Haider; rt-users@lists.bestpractical.com
Subject: RE: Support Contract Client Check
Walid:
I've done something similar but my approach was slightly different.
My customers in most cases have more than one contact, so for every customer I
created a group, and added their contacts as members of their group, the group
name is the customer name, and I added a couple of group custom fields,
contract_name and contract_expire_date.
When any of the contacts create a ticket, there is a global scrip that identify
the requestor and if it belongs to a customer group it populates a ticket
custom field customer_name with the name of the group the requestor belongs to,
it also populates ticket custom fields relating to contract name and expire
grabbed from the group custom fields.
To keep my RT in sync with the CRM system (to update the customer and contract
information), I run daily script that export this info from CRM and update the
group custom fields within my RT.
Hope this helps.
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Walid Haider
Sent: 24 March 2011 11:54
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Support Contract Client Check
Hi,
I am running RT 3.8.4 and have created a custom field, with a list of all our
clients, so that the client name is selected from the list when creating or
updating a ticket.
I am now looking to implement a way of checking if the client's support
contract has not expired (and perhaps even, displaying a message
Re: [rt-users] Applying CF to single tickets
Yes its possible, but the cf fields will be visible (with empty values) to all tickets in the queue where the cfs apply to. You should be able to auto populate the cf fields via a scrip, you can do that under any conditions you define (create/update/or change of any field that have a transaction attached) Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Magnus Mikkelsen Sent: 16 March 2011 06:19 To: rt-users@lists.bestpractical.com Subject: [rt-users] Applying CF to single tickets Hi Is it possible to apply CF's only to single tickets at a time? What I imagined was using a scrip to check if a certain condition was true when the ticket is updated, and if it is apply the CF to the ticket. Thanks Magnus
Re: [rt-users] Communication between RT and other ticketing systems
1- I have my RT talking to another RT bidirectional using REST 2- It also talks to a windows based ticketing system via web services (soap on my RT end and .net service at the destination) -- The soap interface is something I've done here and very customised to our needs 3- It also talks to another couple of ticketing systems via email. So you take your pick of whatever method of comms you like, as I understand it Mantis have built in soap support , so you can build your own soap client from RT etc. Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of bastien_ Sent: 10 March 2011 10:40 To: rt-users@lists.bestpractical.com Subject: [rt-users] Communication between RT and other ticketing systems Hello, I'm interested in implementing RT and before starting I would like to know if someone would care to share some ideas or experiences in linking RT with some other ticketing systems. In this case I would need to be able to send some tickets from RT to a Mantis system. I was not able to find my answer online, any idea or link to documentation is welcome. Thanks -- View this message in context: http://old.nabble.com/Communication-between- RT-and-other-ticketing-systems-tp31113332p31113332.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] Possible to deny Resolve. Reject permissions?
Yan:
One way of doing this is to put the hack in Elements/SelectStatus
Something like :
if
($session{'CurrentUser'}{'can_resolve_ticket_or_whatever_you_want_to_call_it'})
{
@status = $queue-StatusArray();
} else {
@status = RT-Config-Get('ActiveStatus') ;
}
The above will hide the non active statuses (resolve/reject/delete) from the
dropdown unless the user can resolve/reject etc.
But you need to define / work on how you establish
$session{'CurrentUser'}{'can_resolve_ticket_or_whatever_you_want_to_call_it'}
It all depends on how you distinguish those that can resolve from those that
cannot.
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Yan Seiner
Sent: 09 March 2011 13:44
To: Ruslan Zakirov
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Possible to deny Resolve. Reject permissions?
So... Any hints on the hack? And/or, when will 4.0 be out?
Ruslan Zakirov wrote:
Hello,
In 3.8 with a hack. In 4.0 with lifecycles configuration.
On Wed, Mar 9, 2011 at 7:41 AM, Yan Seiner y...@seiner.com wrote:
Is it possible to deny users permission to Resolve or Reject a ticket
while
giving them modify permissions on the ticket?
--
My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab
is
Turkish. My democracy is Greek. My wine is French. My coffee is
Brazilian..
My language is English. My movies are American. My music is African. My
beers are German. My shirt is Indian. My oil is Saudi Arabian. My
electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My
math
is Arabic, my writing Latin. And you complain that your neighbor is
Mexican?
--
My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is
Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian.
My language is English. My movies are American. My music is African. My
beers are German. My shirt is Indian. My oil is Saudi Arabian. My
electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My
math is Arabic, my writing Latin. And you complain that your neighbor is
Mexican?
Re: [rt-users] Promoting a user who was autocreated to real user status...
Search users for her email address .. Then edit the entry found for her details giving her the appropriate rights, privilege etc. You will be able to change the user name if you wish. Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Jason Marshall Sent: 04 March 2011 05:55 To: rt-users@lists.bestpractical.com Subject: [rt-users] Promoting a user who was autocreated to real user status... Maybe it's just late and I'm having brain fade, but Google is failing me right now. Maybe what I hope to do is impossible, though it seems like something people would want to do. I've got a user, let's call her Annie. She has submitted tickets via email to at least one queue, so she has an account in the Users table. Now I'm setting up another queue which I need her to have privileges in. I tried to create an annie account the manual way, and it says her email address is already in use, which is of course quite true. So how do I now promote her so I can grant her some rights? For now I just created an account with an alternate email address, but I can see this coming up a lot. Again, my apologies if this is incredibly obvious. I find that quite a few simple things in RT3 confound me, so this is just another one to add to the list if that's the case. But I still think it's pretty awesome. Thanks in advance! PS. I'm using v3.8.8 if it matters. --- Jason Marshall, IT Manager, Kelman Technologies, Inc., Calgary, AB, Canada. From a Sun Microsystems bug report (#4102680): Workaround: don't pound on the mouse like a wild monkey. I have great faith in fools: Self confidence my friends call it. -Edgar Allan Poe
Re: [rt-users] Strange bug in Update.html -- maybe cookie related
OK Thanks Ruz. Ist possible you give me some pointers where to look for so I can patch my 3.8.7, the next upgrade for me is in ~ 6 months time, so anything that can help me avoid this from happening for now will be useful, just knowing which modules/pages to start with will be good. Thanks; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: 03 March 2011 09:53 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Strange bug in Update.html -- maybe cookie related On Thu, Mar 3, 2011 at 1:27 AM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Mar 02, 2011 at 12:10:41PM +, Raed El-Hames wrote: Hi: RT-3.8.7 Mysql,Apache2, mod_perl v2.04; HTML::Mason v1.39; When updating 2 tickets (tickets 1,2 as an example) at the same time, using 1 browser and 2 tabs: If I upload files A and B into ticket 1, and while waiting for the file upload to complete I decide to update ticket 2, the second file (file B) is attached to the second ticket (ticket 2), and when I then go back to ticket 1 and click on Update Ticket, only file A is attached ... This is strange one and I have always struggled in how to debug the cookie and session handling within RT, so I am hoping someone out there can help me with this problem, where to start looking? Attachments are tied to your session I believe ruz pushed a branch with a proposed fix, but nothing has been merged and is likely to be a 4.2 fix since it is a large change. It may be 4.2/web-attachs-processing Yep, that's right. Working on tests right now. -kevin -- Best regards, Ruslan.
[rt-users] Strange bug in Update.html -- maybe cookie related
Hi: RT-3.8.7 Mysql,Apache2, mod_perl v2.04; HTML::Mason v1.39; When updating 2 tickets (tickets 1,2 as an example) at the same time, using 1 browser and 2 tabs: If I upload files A and B into ticket 1, and while waiting for the file upload to complete I decide to update ticket 2, the second file (file B) is attached to the second ticket (ticket 2), and when I then go back to ticket 1 and click on Update Ticket, only file A is attached ... This is strange one and I have always struggled in how to debug the cookie and session handling within RT, so I am hoping someone out there can help me with this problem, where to start looking? I have tested this on firefox (from windows xp and a linux desktops) and also in Internet explorer 8 Any help will truly be appreciated, the consequences of this bug can be very embarrassing. Regards; Roy
Re: [rt-users] Weird results in search
Yan: I do get this when I have changed the organisation name (re branding etc), where every user that have saved his search options will get the old url in their searches and the new one. Have you had this system installed/set up under a difference url? Do the users who get this , have had search options saved? You can find this out from the database where select * from Attributes where name = 'Pref-SearchDisplay'; and look in users for the ObjectIds you get. Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Yan Seiner Sent: 02 March 2011 13:39 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Weird results in search Yan Seiner wrote: I set up a learning/demo site using RT 3.6.7 some time ago. I've been playing with it, showing it to people and using it as a test site to see if it will work for the various applications that come up. Today I found something weird - the search result for tickets returns a bogus URL. When you click on a ticket returned as a search you get: http://ticket/Display.html?id=4 Notice the 'ticket' instead of the installation domain name. This is the only place where it doesn't properly reference the URL; everything else works. I can't see where in the config this is singled out. Some more checking... It only does this for users with admin privileges... Any idea on how to fix? -- My car is Japanese. My Vodka is Russian. My pizza is Italian. My kebab is Turkish. My democracy is Greek. My wine is French. My coffee is Brazilian. My language is English. My movies are American. My music is African. My beers are German. My shirt is Indian. My oil is Saudi Arabian. My electronics are Taiwanese. My rifle is Czech. My shoes are Chinese. My math is Arabic, my writing Latin. And you complain that your neighbor is Mexican?
Re: [rt-users] Modifying stuff with CLI, especially rights
Lars
I might be wrong but I don’t think the cli cater for rights (groups or users),
I find the clicky clicky web interface annoying in particular when adding few
users or few groups etc etc .. and to avoid that I ‘ve written scripts using
the rt api (so its database/rt conformed) ….
My scripts are heavily customised for our business , I am willing to share but
I would need to do a lot of stripping first, to save my time if you want to
have a go yourself I use:
sub Addtogroup {
my $uid = shift ; #This should be the user id , so you need to pull it
out using RT::User-new(RT::SystemUser)-Load
my $group = Group_NAME_HERE;
my $g = RT::Group-new(RT::SystemUser);
$g-LoadUserDefinedGroup($group);
unless ($g-id) {
print error loading group \n;
return undef;
}
my ($gidm,$msg) = $g-AddMember($uid);
if ($gidm == 0) {
print error adding user to group $msg\n;
}
return 1;
}
And for rights, I have something like:
my @rights = ('DeleteTicket','AssignCustomFields','OwnTicket','TakeTicket');
my $qobject = new RT::Queue(RT::SystemUser);
$qobject-Load($queue);
my $gobject = new RT::Group (RT::SystemUser);
$gobject-LoadUserDefinedGroup($group);
my $gid = $gobject-Id;
my $principal = RT::Principal-new($RT::SystemUser);
$principal-Load($gid);
foreach my $right (@rights) {
next unless ($right);
my ($val, $msg) = $principal-GrantRight(Object = $qobject, Right
= $right);
push (@results, $msg);
}
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Lars Reimann
Sent: 01 March 2011 13:30
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Modifying stuff with CLI, especially rights
Hi all,
i've done some digging since we are having the need to alter / edit stuff
within RT programatically via the built-in CLI.
However, I find the general documentation sparse and can only agree with
previous questions which have gone unanswered / unsolved.
Modifying stuff such as rights for a user should be possible with CLI, but
syntax and method is still unknown (at least to me) after a close look at
things.
What we (and basically other users) need would be the approach to add users to
specific groups and modify access rights for those groups (its a pain to clicky
clicky on the web-interface for admins).
I understand that the CLI is basically a wrapper for the underlying perl code.
I would rather use the CLI to be database conform / rt conform than devising a
way to solve my problems in an unclean way.
Please update / tell us more about solving things via the CLI.
Updating the Wiki may be also a good step, but that can also be done by me,
once the general approach / scope is clear.
e.g. References:
Batch Rights modification with
CLIhttp://www.gossamer-threads.com/lists/rt/users/90712?search_string=rights%20cli;#90712
Dec 10, 2009, 6:49 AM
Using CLI to modify group rights on a queue - is it possible?
http://www.gossamer-threads.com/lists/rt/users/84106?search_string=rights%20cli;#84106
Mar 20, 2009, 9:44 AM
greetings,
l.r.
Re: [rt-users] Creating a new Queue and Site
Alberto: Based on your questions and requirements below, I would suggest you set up a new RT instance altogether. Read a bit more about request tracker. You cannot have a url for each queue, you are able to assign an email address for it (if this is what you want), but the GUI/URL is the same for all queues. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alberto Vazquez Sent: 23 February 2011 23:36 To: rt-users@lists.bestpractical.com Subject: [rt-users] Creating a new Queue and Site I inherited an RT system, and now I have the good challenge of creating a new queue and a corresponding site for it. All this has to be done on the existing server, which is hosting our helpdesk ticketing system and url. I tried looking at the exiting config, and also have looked around at the RT wiki, but it looks like there are many ways of configuring RT. In any case, this is what I have done so far: I have created the queue using GUI. Now I need help with the following: 1. Create a URL for this new queue http://facilities.domain.comhttp://facilities.domain.com/ 2. When some one sends a request to the newly created queue, I would like it to reply and not the existing helpdesk scrips and template. 3. I would like to new queue to reside on the same server, but it will be awesome it can be transparent to the end user. I am thinking this should be possible, but I just cannot get it to work. Your help will extremely appreciated. Thanks, Alberto
Re: [rt-users] owner change - old owner
oldOwner ?
I think you grab that from the TransactionObj-OldValue, and find the user
object and its email address from there.
Sorry I cannot remember the exact syntax, I am no where near my RT.
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Björn Schulz
Sent: 24 February 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] owner change - old owner
Hi guys,
I try to send a mail after owner change to the new and the old owner,
but I stuck...
I try to do it with a template.
New owner = {$Ticket-OwnerObj-Name}
oldOwner ?
Any help is appreciated.
Cheers,
Björn
Re: [rt-users] owner change - old owner
Last Owner: {$Transaction-OldValue} gives me the ID of the User but I need
the RealName and the emailaddress.
Yes that's right and that's what I meant by find the user object and its
email address from there
You can do something like :
$user_obj = RT::User-new(RT::SystemUser);
$user_obj-Load({$Transaction-OldValue) ;
$user_email = $userObj-EmailAddress ;
Etc etc
Roy
-Original Message-
From: Björn Schulz [mailto:bjoern.sch...@desy.de]
Sent: 24 February 2011 15:33
To: Raed El-Hames
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] owner change - old owner
Hi Roy,
I'm on 3.8.7
I've tried:
Last Owner: {$TransactionObj-OldValue}
and get:
RT: Template parsing error: Can't call method OldValue on an undefined
value at template line 15. Stack: [template:15]
Last Owner: {$Transaction-OldValue} gives me the ID of the User but I
need the RealName and the emailaddress.
Cheers,
Björn
Am 24.02.11 16:08, schrieb Raed El-Hames:
oldOwner ?
I think you grab that from the TransactionObj-OldValue, and find the
user object and its email address from there.
Sorry I cannot remember the exact syntax, I am no where near my RT.
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Björn Schulz
Sent: 24 February 2011 14:51
To: rt-users@lists.bestpractical.com
Subject: [rt-users] owner change - old owner
Hi guys,
I try to send a mail after owner change to the new and the old owner,
but I stuck...
I try to do it with a template.
New owner = {$Ticket-OwnerObj-Name}
oldOwner ?
Any help is appreciated.
Cheers,
Björn
Re: [rt-users] Only emailing certain people question
You can stop certain emails from receiving updates on particular tickets by using the This message will be sent to form available in the update page. Just tick the right boxes to remove them from the cc list. An alternative would be to remove the main group as watcher/cc on that queue and instead give them the right to See Queue, show Tickets , and Show Ticket comments. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: 18 February 2011 15:17 To: rt-users Subject: [rt-users] Only emailing certain people question This seems like a simple thing, but I can't figure it out. So there's one main queue, and there's only about... 10 - 15 users total on this RT system I'm admin for. They all have access to the main queue. However, the boss guy is adding in users/email addresses to the tickets individually in the CC and requesters, etc... sections of each ticket. The idea being he wants everybody to be able to go in and look at whatever ticket it is, but he only wants emails sent to the specific people he designates on per ticket basis. For example: Ticket A, if commented on, will email user 1, user 3 and user 7. Ticket B, if commented on, will notify user 1, user 4 and user 9, and so on and so on. This seems like it should be simple.. and yet it's not. Currently, I have everyone grouped together into a main group and set as watchers for the main queue, and I'm not sure why exactly, but nobody is getting emails except the boss, who is an admincc. Could somebody give me some guidance on how to set this up? Things I've tried so far: Setting up global scrip to mail cc, admincc and requesters and removing the main group from cc, which works for email, but then removes everyone in main group's access to the queue
Re: [rt-users] ModifyTicket/Steal/Take privileges
Jon:
Another way to achieve what you want and eliminate having to set owner then
revoke it via the script is by modifying
/Elements/SelectOwner
Just get it to return the owner name as a string if the $session{'CurrentUser'}
is not a member of the IT Admin group.
Else If CurrentUser IT Admin then display the Owners dropdown.
The only reason I am suggesting this, is because many times my users do not
realise an action have been rolled back automatically via the system.
Regards;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Jon Baker
Sent: 17 February 2011 18:19
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ModifyTicket/Steal/Take privileges
That's what I ended up doing and it looks like it's working great. Here's
the scrip action that I ended up using in case anyone else is looking for
the solution:
my $GroupObj = RT::Group-new( $RT::SystemUser );
$GroupObj-LoadUserDefinedGroup( 'IT Admin' );
my $PrincipalObj = RT::Principal-new( $RT::SystemUser );
$PrincipalObj-Load( $self-TransactionObj-Creator );
if($GroupObj-HasMemberRecursively($PrincipalObj)) {
# IT Admin is allowed to change the owner.
return;
} else {
if ($self-TransactionObj-Creator != 1) {
# User 1 is the RT system, if we've recursed into here we don't want to
do it again
$self-TicketObj-SetOwner($self-TransactionObj-OldValue,'Force');
}
}
On Feb 17, 2011, at 12:13 PM, rt-users-requ...@lists.bestpractical.com
wrote:
Jon,
Well, here's a thought.
1) For each Queue you want this type of situation, either make the
assigner the AdminCc, or create a group for just those users allowed
to
assign tickets.
2) Then create scrip for that Queue that is conditioned by ChangeOwner
and
in the action section, check to see that the actor of this transaction
is in
that Assigner group or that they are the AdminCc. If they are, allow
the
change. If not, change the owner back.
That might work.
Kenn
LBNL
--
Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656
CONFIDENTIALITY NOTICE: This transmission may be confidential and subject
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this e-mail is a violation of federal criminal law.
Re: [rt-users] Load balancer and RT
Thierry: We don't use proxy , we use linux virtual servers and keepalived to balance the traffic into 2 RT web servers. I am sorry I have no real experience with using Proxy so cannot help you. In our case keepalived takes care of maintaining session state, when ever we tested a failure of the web servers, the users RT session were not interrupted with the exception of little glitch when the network adjusted itself. Our each RT instance is a VirtualHost rt.mycompany.com:443 , the rest of the RT apache configuration is similar to yours. Roy -Original Message- From: Thierry Thelliez [mailto:thierry.thelliez.t...@gmail.com] Sent: 03 February 2011 18:31 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Load balancer and RT Roy, Thanks for your answer. Could you please tell me more about your proxy settings? We have a virtual host definition like the following. Yesterday we started adding the ProxyPreserveHost, ProxyVia, ProxyPassReverseCookieDomain while chasing the session mix up issues. It is still happening although very rarely. And it is hard to reproduce on demand... This virtual host points to two RT instances. RewriteEngine on RewriteRule ^/(.*) - [P,QSA] ProxyPreserveHost ON ProxyVia Full KeepAlive On ProxyPassReverseCookieDomain mydomain.com Proxy balancer://proxy-balancer BalancerMemberhttp://xxx.xxx.xxx.xx1/rt_demo BalancerMemberhttp://xxx.xxx.xxx.xx2/rt_demo /Proxy ProxyPass /rt_demo balancer://proxy-balancer And on each RT instance we have the 'classic' setup: Alias /rt_demo /opt/rt3/share/html PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AddOutputFilterByType DEFLATE application/x-javascript text/css text/html Location /rt/NoAuth Order allow,deny Allow from all Satisfy any /Location Location /rt/REST/1.0/NoAuth Order allow,deny Allow from all Satisfy any /Location Directory /opt/rt3/share/html AllowOverride All Options ExecCGI FollowSymLinks AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason /Directory Thanks, Thierry
Re: [rt-users] Show RealName in Query Results?
Bryan: I think you can do that via a configuration variable in your rt3/etc/RT_Config.pm Have a look there. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryan Thoren Sent: 04 February 2011 10:37 To: rt-users@lists.bestpractical.com Subject: [rt-users] Show RealName in Query Results? I'm running RT 3.8.8 on Ubuntu Server 10.10. Everything runs great. I need a way to display the ticket owner's RealName in query results instead of the short, login Name. In our system, the login name is a cryptic collection of letters and numbers. Using the user's real name will make the search results much easier to read and work with. Thanks for your help! --Bryan Thoren
Re: [rt-users] Load balancer and RT
Thierry: If you are storing the sessions data in the database you should n't have any problems. We 've been running our RT on 2 boxes behind LVS for the past few years without any major issues. The occasional keep alive hiccups which tend to be fixed pretty quickly without any major impact. Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Thierry Thelliez Sent: 03 February 2011 05:25 To: rt-users@lists.bestpractical.com Subject: [rt-users] Load balancer and RT Hello, For availability more than scalability, we would like to run two instances of RT (different hardware). Are there some issues to look for? Right now we have a simple Apache based load balancer but we are getting user session mix up. Any experience implementing such configuration? Thanks, Thierry
Re: [rt-users] Email Queue Routing
Pierre:
my $queues = new RT::Queues(RT::SystemUser);
is fine but you need to limit
Just add
$queues-UnLimit;
my $queues = new RT::Queues(RT::SystemUser);
$queues-UnLimit;
foreach my $queue ($queues-Next) {
}
By the way , a comment on your next bit, I am just curious why you build a hash
, then you go through it looking for a match??
Why don't you do
foreach my $queue ($queues-Next) {
my $blah = $queue-FirstCustomFieldValue('MailDomain') ;
If ($self-TicketObj-RequestorAddresses =~ /^.*?${$blah}/) {
$self-TicketObj-SetQueue($queue-id);
return;
}
}
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Pierre Buhas
Sent: 20 January 2011 09:14
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Queue Routing
This is my loop on the queues which is not working..
my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {
there must be some mistake above. Is the creation of my variable $queues
correct ?
I also tried the following:
my $queues = new RT::Queues(RT::SystemUser);
while ( my $queue = $queues-Next ) {
but it did not work better. So that's why I suspect this is the way I get the
list of queues which is not the way it should be..
Any idea ?
Thanks
Pierre BUHAS
+353 1 217 8422
Duolog Technologies
On 19 January 2011 21:43, Kevin Falcone
falc...@bestpractical.commailto:falc...@bestpractical.com wrote:
On Wed, Jan 19, 2011 at 02:09:38PM +, Pierre Buhas wrote:
my %domain_map = ();
my $queues = new RT::Queues(RT::SystemUser);
foreach my $queue ($queues-Next) {
$domain_map { $queue-FirstCustomFieldValue('MailDomain') } = $queue-Name;
}
That really wants to be a while ( my $queue = $queues-Next ) {
The new is really old-style but should be fine
-kevin
Re: [rt-users] Certain RT operations painfully slow.
Todd, Another approach is to dissect DeleteWatcher into its row sql and re-write your script to talk sql directly instead of going through the api ... (Its highly not recommended) but with 20 million rows its an option. The advantages you gain is not having to do as many selects. You may still get queries lasting 86s , but I would bet those will be 50% less than the api. Good luck Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Todd Chapman Sent: 18 January 2011 18:19 To: Jesse Vincent Cc: rt-users Subject: Re: [rt-users] Certain RT operations painfully slow. On Tue, Jan 18, 2011 at 1:13 PM, Jesse Vincent je...@bestpractical.com wrote: Todd, Which causes this long running mysql query: Time: 86 Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070')) Can anyone recommend an approach to fixing this problem? What does an EXPLAIN on that select tell you? mysql explain SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070'))\G select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 20568305 Extra: Using where 1 row in set (0.02 sec) What happens if you add an index on Via? I'm considering that, but with 20 million+ rows it will take a non-trivial amount of time. Jesse --
Re: [rt-users] Communicate a message to web UI from inside Scrip?
Hi Jeff:
Stupid question by where did you put your callback call??
I added
% $m-callback(CallbackName = 'BeforeDisplay',TicketObj = \$TicketObj,Tickets
= \$Tickets,Actions = \...@actions,ARGSRef = \%ARGS);
Just above :
% $m-callback(CallbackName = 'BeforeActionList', %ARGS, Actions =
\...@actions, ARGSRef = \%ARGS, Ticket = $TicketObj);
And it works:
[Fri Jan 7 14:31:09 2011] [debug]: In Callback/Display.html/BeforeDisplay
(/opt/rt3/local/html/Callbacks/MyCallbacks/Ticket/Display.html/BeforeDisplay:3)
By the way going back to your original query regarding not allowing closure
until certain CFs are populated, I had to do something similar a couple of
months back using a different approach , the way I done it is by not including
@InactiveStatus list if these CFs are not populated, so basically modifying
local/html/Elements/SelectStatus
if ($CanResolve == 0) {
@status = RT-Config-Get('ActiveStatus') ;
push @status,deleted ;
} else {
@status = $queue-StatusArray();
}
$CanResolve is a variable pushed to the SelectStatus from various pages such as
Update.html, Modify.html , Display.html etc ..
It included changes in few places, I had very little time to do it in (1 day),
so did not use callbacks, if you are interested I can send you more details.
I've been following this thread hoping to use whatever you come up with if its
better.
Regards;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Jeff Blaine
Sent: 07 January 2011 03:17
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Communicate a message to web UI from inside Scrip?
Pulling my hair out here. Why is this callback not being
tickled? I see nothing in my logs.
RT 3.8.7
Mason cache cleared and server restarted a million times.
The call to the callback in Ticket/Display.html is:
$m-callback(
CallbackName = 'BeforeDisplay',
TicketObj = \$TicketObj,
Tickets = \$Tickets,
Actions = \...@actions,
ARGSRef = \%ARGS,
);
And my setup is:
[r...@rtdev1 Display.html]# pwd
/rt/local/html/Callbacks/MyCallbacks/Ticket/Display.html
[r...@rtdev1 Display.html]# ls -l BeforeDisplay
-rw-r--r-- 1 rt root 689 Jan 6 22:06 BeforeDisplay
[r...@rtdev1 Display.html]# cat BeforeDisplay
%INIT
$RT::Logger-info(In Callback/Display.html/BeforeDisplay\n);
return 1;
/%INIT
%ARGS
$Actions = []
/%ARGS
Re: [rt-users] Another Query question: justification of data
Hi Ken its me again:
Have a look at share/html/Elements/ColumnMap
# This is scary and should totally be refactored -- jesse
my $COLUMN_MAP = {
id = {
attribute = 'id',
title= 'id', # loc
align = 'right',
value = sub { return $_[0]-id }
},
You will see the align = 'right', you can either remove the whole line (I do
n't think it will break anything), or you can simply change the right to left.
Restart the web server and all should be fine.
For me I would remove the align line from there and do this via the css, not
sure which stylesheets you use, If its web2, look in ticket-lists.css for
th.collection-as-table , td.collection-as-table {
padding-right: 0.5em;
}
And add text-align: left; in between {}
This in theory will apply it to all fields within CollectionList.
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 18 October 2010 22:32
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Another Query question: justification of data
Ruslan,
I can't seem to get that to work. What I REALLY want to do is have ALL Search
results align the Ticket ID to the left. I know most people want a field
defined as Number to align to the right. But Ticket ID is never used in
arithmetic expressions so there's no reason to treat it like any other
character field and align it to the left or the center. Otherwise, it looks way
out of alignment. When I look at the source code generated for the results, I
get:
td class=collection-as-table align=rightba
href=/Ticket/Display.html?id=85141view-source:https://rtqt.lbl.gov/Ticket/Display.html?id=8514185141/a/b/td
td class=collection-as-table ba
href=/Ticket/Display.html?id=85141view-source:https://rtqt.lbl.gov/Ticket/Display.html?id=85141Develop
Admin Queries #38; Dashboards for EHS Queues/a/b/td
td class=collection-as-table TSG-RT/td
td class=collection-as-table cpe...@lbl.govmailto:cpe...@lbl.gov/td
td class=collection-as-table 3/td
td class=collection-as-table new/td
td class=collection-as-table Requested/td
td class=collection-as-table KFCrocker/td
td class=collection-as-table 2010-09-10/a/b/td
So it looks to me like something it automatically inserting align=right in
the collection-as-table. I went to main.css and tried changing
ticket-lists.css and put a change in it (text-align: left;) for the td label
and it seems to get overridden. Do you know where the code is that overrides
ticket-lists.css so I can change that behavior?
Thanks.
Kenn
LBNL
On Mon, Oct 18, 2010 at 12:50 PM, Ruslan Zakirov
r...@bestpractical.commailto:r...@bestpractical.com wrote:
Hi,
Use /ALIGN:... in a format string.
On Sat, Oct 16, 2010 at 12:27 AM, Kenneth Crocker
kfcroc...@lbl.govmailto:kfcroc...@lbl.gov wrote:
To List,
I noticed that when I run a query, the Ticket number seems to be justified
to the right of it's column, but Priority Subject, and others are justified
left. Does anyone know why? Does anyone know how to change that?
Kenn
LBNL
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
--
Best regards, Ruslan.
Re: [rt-users] RT Query not allowing any Custom Field selection
Ø Where did you find that? I don't remember any instructions on having to use
quotes around a CF name. Did I miss that or did you come by that info via trail
error?
Working with RT for 8 years, you come across all sorts :¬)
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 15 October 2010 20:59
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Query not allowing any Custom Field selection
Raed,
That did it. Where did you find that? I don't remember any instructions on
having to use quotes around a CF name. Did I miss that or did you come by that
info via trail error?
Now, again, I owe you MORE beer. ;-).
Thanks.
Kenn
LBNL
On Fri, Oct 15, 2010 at 9:44 AM, Raed El-Hames
raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote:
Ken:
Can't see much wrong , the only thing I noticed CF.{DS-SubjectArea} should be
'CF.{DS-SubjectArea}'
Not sure if it makes any difference
As a first step, I would suggest as you are directed to the Advanced page, add
the ' around the CF name and hit apply, then see what happens and if you can
search, if it works, then the next step is finding out why its not adding ' in
the first place.
Regards;
Roy
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 Kenneth Crocker
Sent: 15 October 2010 17:15
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Query not allowing any Custom Field selection
Raed,
Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-).
This is what is in Advance:
( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} =
'Expense'
and it won't let me get out of it. If I hit ShowResults, it just shows ALL
tickets in those two Queues, regardless of the CF value.
The funny thing is, I checked the DB records and the values are there, the
OBJECTCUSTOMFIELDVALUES records are there (not disabled) for several tickets,
the Tickets show the values in Display, Privileges are correct for the group
I'm in (plus I'm a SuperUser), CF is applied to these Queues (duh, wouldn't see
them in Display otherwise), etc. All data in the DB seems quite correct. RT is
being VERY STUBBORN about this.
Any ideas?
Kenn
LBNL
On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames
raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote:
Hi Ken:
It usually throw you into the Advanced tab when the sql generated is not
properly formatted into FromSQL ..
Can you share what you get in the advanced Query ? it may also be a problem in
the displayed fields listed in Format.
Regards;
Roy
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 Kenneth Crocker
Sent: 15 October 2010 00:40
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] RT Query not allowing any Custom Field selection
To List,
I'm getting a wierd result when trying to create a search looking for a certain
value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and add
it and I am immediately thrown into Advanced. Every change I make after that
cannot be applied. I just end up back in the Advanced screen. It acts like
there is no such Custom FIeld. I tried Like and is and no joy.
I've checked the Custom Field and it IS applied to those Queues.
The Values ARE available for Select One
I am a SuperUser so I should have rights to it, but I went ahead and added
AdminCustomField, ModifyCustomField and SeeCustomField to the group I'm
in anyway. Still no joy.
When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table
with this code:
select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = 'Ledger' or Content = 'Expense');
I got 12 records. None are disabled.
I'm in 3.8.7 and Queries without Custom Fields are working fine.
Has anyone noticed this?
Was it mentioned awhile back and I missed it?
Thanks in advance.
Kenn
LBNL
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RT Query not allowing any Custom Field selection
Hi Ken: It usually throw you into the Advanced tab when the sql generated is not properly formatted into FromSQL .. Can you share what you get in the advanced Query ? it may also be a problem in the displayed fields listed in Format. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 15 October 2010 00:40 To: rt-users@lists.bestpractical.com Subject: [rt-users] RT Query not allowing any Custom Field selection To List, I'm getting a wierd result when trying to create a search looking for a certain value in a Custom Field that is applied to a couple Queues. I check the Queues and add them, no problem. I check the Custom Field and add it and I am immediately thrown into Advanced. Every change I make after that cannot be applied. I just end up back in the Advanced screen. It acts like there is no such Custom FIeld. I tried Like and is and no joy. I've checked the Custom Field and it IS applied to those Queues. The Values ARE available for Select One I am a SuperUser so I should have rights to it, but I went ahead and added AdminCustomField, ModifyCustomField and SeeCustomField to the group I'm in anyway. Still no joy. When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table with this code: select * from OBJECTCUSTOMFIELDVALUES where CustomField = 50111 and (Content = 'Ledger' or Content = 'Expense'); I got 12 records. None are disabled. I'm in 3.8.7 and Queries without Custom Fields are working fine. Has anyone noticed this? Was it mentioned awhile back and I missed it? Thanks in advance. Kenn LBNL RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RT Query not allowing any Custom Field selection
Ken:
Can't see much wrong , the only thing I noticed CF.{DS-SubjectArea} should be
'CF.{DS-SubjectArea}'
Not sure if it makes any difference
As a first step, I would suggest as you are directed to the Advanced page, add
the ' around the CF name and hit apply, then see what happens and if you can
search, if it works, then the next step is finding out why its not adding ' in
the first place.
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 15 October 2010 17:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Query not allowing any Custom Field selection
Raed,
Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-).
This is what is in Advance:
( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} =
'Expense'
and it won't let me get out of it. If I hit ShowResults, it just shows ALL
tickets in those two Queues, regardless of the CF value.
The funny thing is, I checked the DB records and the values are there, the
OBJECTCUSTOMFIELDVALUES records are there (not disabled) for several tickets,
the Tickets show the values in Display, Privileges are correct for the group
I'm in (plus I'm a SuperUser), CF is applied to these Queues (duh, wouldn't see
them in Display otherwise), etc. All data in the DB seems quite correct. RT is
being VERY STUBBORN about this.
Any ideas?
Kenn
LBNL
On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames
raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote:
Hi Ken:
It usually throw you into the Advanced tab when the sql generated is not
properly formatted into FromSQL ..
Can you share what you get in the advanced Query ? it may also be a problem in
the displayed fields listed in Format.
Regards;
Roy
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 Kenneth Crocker
Sent: 15 October 2010 00:40
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] RT Query not allowing any Custom Field selection
To List,
I'm getting a wierd result when trying to create a search looking for a certain
value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and add
it and I am immediately thrown into Advanced. Every change I make after that
cannot be applied. I just end up back in the Advanced screen. It acts like
there is no such Custom FIeld. I tried Like and is and no joy.
I've checked the Custom Field and it IS applied to those Queues.
The Values ARE available for Select One
I am a SuperUser so I should have rights to it, but I went ahead and added
AdminCustomField, ModifyCustomField and SeeCustomField to the group I'm
in anyway. Still no joy.
When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table
with this code:
select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = 'Ledger' or Content = 'Expense');
I got 12 records. None are disabled.
I'm in 3.8.7 and Queries without Custom Fields are working fine.
Has anyone noticed this?
Was it mentioned awhile back and I missed it?
Thanks in advance.
Kenn
LBNL
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Help with Correspond condition
Morning Ken:
Try this :
Change
my $message = $ticket-Transactions-First-Content;
to
my $message = $self-TransactionObj-Content() ; #and remove my $trans line
-you don't need it
or
my $message = $trans-Content() ; #keeping my $trans line
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 11 October 2010 17:44
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help with Correspond condition
Raed,
Thanks for responding. Yse, I do have a return 1; in the Custom PRep area.
Actually, I have tried getting this to work with the code in one or the other
Custom Action areas. As an explanation of the context, I have not been able to
get CommanByMail to update a Custom Field defined as either text or
Wikitext if the content is over 76 or so characters. Apparantly, bith Gmail
and Thunderbird and perhaps others email providers embed a line break character
after that many characters and that causes a line Break in CBM and I end up
with only partial updates. So, being the stubborn person I am, I got a perl guy
to write some code I could put into a scrip that would examine the content of
an email, look for a define delimiter (like Description of Issue:) in the
content and put everything after that delimiter into the Custom Field. Make
sense? It did to me. In fact, it works perfectly when I set the condition to a
Type = Create and message header = received. But on a Correspond (meaning
an update email as opposed to a create), it just doesn't seem to see the email
at all. Nothing. Nada.
Well, anyway, here's the code:
# Setup initial values
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = Description;
my $cf_value = Didn't work;
my $message = $ticket-Transactions-First-Content;
my $passed = 0;
my $content;
my $line;
# split up lines in content by line break
my @lines = split(\n, $message);
# walk thru @lines and find the description
foreach $line (@lines)
{
if ($passed == 1)
{
if ($content =~ m/^\n$/)
{
$content = $content.$line;
}
else
{
$content = $content.\n.$line;
}
}
if ($line =~ m/^Description of Issue:/)
{
$line =~ s/Description of Issue://;
$content = $content.\n.$line;
$passed = 1;
}
}
$cf_value = $content;
# set the value for CF Description
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
return 1;
Thanks for your help.
Kenn
LBNL
On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames
raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote:
Ken:
Can you post the code that you cut and pasted to get a better idea of the
problem.
Also something that I always fall into , is writing my action code in Custom
action cleanup code: and forgetting about and leaving
Custom action preparation code: completely empty, you will need
return true ;
there.
Roy
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 Kenneth Crocker
Sent: 08 October 2010 17:25
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] Help with Correspond condition
To List,
I have some code that strips information out of the content and sticks it into
a Custom Field. IT works great when I trigger it with an condition set for
email create tickets. Every time, it works with no problem.
However, when I set the condition for On Correspond it does nothing. I want
to be able to update that Custom FIeld the same way I create it initially and I
figured On Correspond was the right condition. Apparently not.
I look ed in the TRANSACTIONS Table and I See the Type as Correspond. So why
doesn't the same code (I copied and pasted) that works for a Create not work
for On Correspond?
My error messages (which don't make sense since I am user 146 and am a
SuperUser) are below:
[Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)
[Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
Can anyone help me on this? I just need to get the condition right.
Thanks.
Kenn
LBNL
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] memory leak after search
Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.04; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns 5 tickets , the search runs fine and results back fairly quickly ( 10 seconds). However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, Have any one else come across this? And is there a fix?? Regards; Roy RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Regards; Roy From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: 12 October 2010 14:50 To: Kenneth Marshall Cc: rt-users@lists.bestpractical.com; Raed El-Hames Subject: Re: [rt-users] memory leak after search Hi. Quiet right and that has been fixed in 3.8.8. Regards, Ruslan. From phone. 2010 10 12 17:05 пользователь Kenneth Marshall k...@rice.edumailto:k...@rice.edu написал: On Tue, Oct 12, 2010 at 01:58:14PM +0100, Raed El-Hames wrote: Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.04; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns 5 tickets , the search runs fine and results back fairly quickly ( 10 seconds). However if a user subsequently opens a ticket -even a small ticket- , it takes a long time to open and an apache process start growing and grows further with every click during that session, until the user delete the cookie and the apache process have to be killed ... I have googled for this issue and could n't find any threads relates to this, I have removed all customisations , so I know its any local work done here, Have any one else come across this? And is there a fix?? Regards; Roy Hi Roy, There was a thread in the mailing list about this issue. Basically RT pulls a set of information for every ticket that the search returns when opening one of the searched for tickets. I think this was fixed in 3.8.8. The only work-around that I recall is don't do that. :) I think the thread was about memory use in RT if you want to look at it. Regards, Ken RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 200 tickets is not really that big, we ‘ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhia...@gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~500 users all together, over 200 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ☺ Hope that helps ; Roy From: Odhiambo Washington [mailto:odhia...@gmail.commailto:odhia...@gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] memory leak after search
My mistake every one, 00 too many .. (5) I was amused by the original question .. If everyone is happy with my set up now, can they actually help with where the fixes for the memory leak are in 3.8.8 Roy From: Josh Narins [mailto:jnar...@seniorbridge.com] Sent: 12 October 2010 18:23 To: Raed El-Hames; Odhiambo Washington Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] memory leak after search You also said you have 5,000,000 users. Are you running a trouble ticket system for the nation of Switzerland, perhaps, and each living adult gets an account? I'm filing a ticket to the Washington-DC-General queue to request that system for America, but I think I'm going to get wishlisted. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [cid:~WRD000.jpg] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Tuesday, October 12, 2010 1:13 PM To: Odhiambo Washington Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 200 tickets is not really that big, we ‘ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhia...@gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~500 users all together, over 200 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ☺ Hope that helps ; Roy From: Odhiambo Washington [mailto:odhia...@gmail.commailto:odhia...@gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223
Re: [rt-users] Help with Correspond condition
Ken: Can you post the code that you cut and pasted to get a better idea of the problem. Also something that I always fall into , is writing my action code in Custom action cleanup code: and forgetting about and leaving Custom action preparation code: completely empty, you will need return true ; there. Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 08 October 2010 17:25 To: rt-users@lists.bestpractical.com Subject: [rt-users] Help with Correspond condition To List, I have some code that strips information out of the content and sticks it into a Custom Field. IT works great when I trigger it with an condition set for email create tickets. Every time, it works with no problem. However, when I set the condition for On Correspond it does nothing. I want to be able to update that Custom FIeld the same way I create it initially and I figured On Correspond was the right condition. Apparently not. I look ed in the TRANSACTIONS Table and I See the Type as Correspond. So why doesn't the same code (I copied and pasted) that works for a Create not work for On Correspond? My error messages (which don't make sense since I am user 146 and am a SuperUser) are below: [Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) [Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) Can anyone help me on this? I just need to get the condition right. Thanks. Kenn LBNL RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Concise Spreadsheet Extension
Have you tried: Created = 'today' You can build this in the search interface by selecting: Created on today Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 18 September 2010 00:34 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Concise Spreadsheet Extension OK so this might work, but does anyone know how to create a query for tickets created today? I see you can select a date, but how would I do a query for the current days activity only, without having to go back and select today from the calender each day? Thanks, David System Admin RNS Running RT 3.8.7 On 9/17/2010 4:11 PM, Kenneth Crocker wrote: David, If you're going to email it, just set the Query up on a Dashboard. No downloading, re-formatting or anything. Kenn LBNL On Fri, Sep 17, 2010 at 2:47 PM, Sysadmin sysad...@ruralnetwork.netmailto:sysad...@ruralnetwork.net wrote: Anyone know how to configure the Concise Spreadsheet Extension? I am trying to use the extension as a means of creating a simple daily activity report that can be emailed to management. Thanks, David System Admin RNS Running RT 3.8.7 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Slow Ticket History 3.8.8
ours. We're going to try it on a faster server and that
should drop our times. Guess we just wanted to explore all avenues before
throwing hardware at the problem.
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 7 Sep 2010, at 10:30, Justin Hayes wrote:
Tried Centos last night, and no difference at all.
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 6 Sep 2010, at 20:49, Justin Hayes wrote:
Hi Ruslan,
Sorry looks like I shrunk the image too much. The thing I find odd
is that there are others with similar hardware who don't get the problem.
It'll be great if 3.10 fixes it for me, but I'd love to get to the bottom
of it first. I'm pretty much positive it's not a DB issue, as I've tried
different sizes of DB, tried postgres AND mysql etc. I don't think it's
apache as I've tried the built in webserver with RT and no change there
either.
Currently trying to install RT on Centos given that Roy (who has
kindly been helping me with details of his own setup) appears to have none
of the same problems on that OS. Perhaps perl is just slow on the 64bit
ubuntu we've currently got live.
No idea if it's going to have any effect though :(
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 6 Sep 2010, at 18:37, Ruslan Zakirov wrote:
Justin.
First of all, I can not read from the chart, but anyway history
rendering has been worked on in a new code branch. Probably this code will
be part of RT 3.10. Code at the moment is unstable, but eventually it wil
be faster then the current version.
On Mon, Sep 6, 2010 at 8:56 PM, Justin Hayes
justin.ha...@openbet.com wrote:
So far we've tried installing RT on different hardware, both 32
and 64bit versions of linux. RT is still very slow for long tickets. All
the time is taken up by the perl/apache process maxing out a core of CPU.
We've even gone as far as trying to profile the code. We came up
with this graph of where the time was going:
TIMING.png
We then tried to go further into those functions but can't find a
single smoking gun call that is taking all the time.
For example in a ticket that takes 22s to render approx 5 secs
goes on these 2 lines:
File: Ticket/Elements/ShowHistory line: 100-103 version 3.8.8
my @trans_attachments = grep { $_-TransactionId ==
$Transaction-Id } @attachments;
grep { ($_-TransactionId == $Transaction-Id )
($trans_content-{$_-Id} = $_) } @attachment_content;
Both are greps. Does this imply that perl itself is just slow?
IF so why would our perl be slow compared to other people's? We've
tried compiling it from source and that made no difference.
ATM we're at a bit of a loss
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 1 Jul 2010, at 11:51, Raed El-Hames wrote:
Justin,
Do you use Transaction custom fields, if you do n?t ; try and
comment out lines 70,71,72 from html/Ticket/Elements/ShowTransaction
% if ( $Transaction-CustomFieldValues-Count ) {
/Elements/ShowCustomFields, Object = $Transaction
% }
See if that improves things for you.
Some of our monitoring tickets can have up to 500 updates, such
tickets use to take up to 20s to load, once I commented out the above
lines, load time is now down to less than 5 seconds.
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Justin Hayes
Sent: 01 July 2010 11:39
To: Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Slow Ticket History 3.8.8
We do Kenneth, but most tickets don't have many file attachments,
so I assume that's not an issue?
Cheers,
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 29 Jun 2010, at 17:54, Kenneth Crocker wrote:
Justin,
I didn't see this mentioned and may have missed it, but are you
displaying attachements inline? That might cut back on the I/O for
History. Just a thought.
Kenn
LBNL
On Tue, Jun 29, 2010 at 8:04 AM, Justin Hayes
justin.ha...@openbet.com wrote:
As a test we've just created a long ticket in an empty RT DB and
it's very fast. So does look to be DB related - contrary to our earlier
investigations.
I guess it must still access the DB resultset during the ticket
rendering (which isn't how we thought it would work).
Time to tune the hell out of mysql then...
Justin
-
Justin Hayes
OpenBet Support Manager
justin.ha...@openbet.com
On 29 Jun 2010, at 15:53, Justin Hayes
Re: [rt-users] Mandatory Subject - EMail
Peter, I have seen the RT-Extension-MandatorySubject plugin and this is great for opening tickets via the web interface. However, my company opens at least 90% of its tickets via email. Is there anything out that can enforce mandatory subjects on tickets opened via email? How would you do that? Sending a bounce back? -- which is not convenient? What you can do is write a scrip on create to look for empty subject and then insert one based on whatever criteria you want, eg requestor / sender email address or the first line of the content etc .. Regards; Roy RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Modify spreadsheet
Hi; Its probably easier to install the ConciseSpreadsheet extension: http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ It allows you to export your search results (whatever fields selected for the search display columns) into a spreadsheet Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 24 August 2010 21:14 To: rt-users@lists.bestpractical.com Subject: [rt-users] Modify spreadsheet Is it possible to modify the fields included in spreadsheet output? I would like to exclude some of the existing fields and include some data from some CF. Thanks, David System Admin RNS RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Information regarding use of CFs in RT
Hi Rahul; Ø Does creation of custom fields in RT will bring any performance issue. No ; Obviously if you add 100 cf to a ticket it will take a lot longer to display because it will need to look up these CF values Ø Do RT maintains a different table to stores these custom tables. Yes 4 of them, CustomFields, CustomFieldValues , ObjectCustomFieldValues, ObjectCustomFields Sorry cannot help with 3 , I do n't use RTIR Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Rahul Chaturvedi Sent: 06 August 2010 10:31 To: rt-users@lists.bestpractical.com Subject: [rt-users] Information regarding use of CFs in RT Hi, Can some help me in getting these answers. 1. Does creation of custom fields in RT will bring any performance issue. 2. Do RT maintains a different table to stores these custom tables. 3. Also can there be any performance issue by using RTIR with RT. Currently i am using 2.4.4 of RTIR with 3.8.8 of RT with latest postgres as DB. Any help with these question will be highly appreciable. -- Thanks Regards Rahul Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Script Codes
Hi David; What version of RT are you using, if its 3.8.8 then you should be able to change the user name format from lib/RT/Config.pm With regard to owner script, I am not quite sure what do you mean by does not allow me to use owner change as it was intended What does n't not do ?? Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 06 August 2010 01:55 To: rt-users@lists.bestpractical.com Subject: [rt-users] Script Codes Is there a cheatsheet of RT script codes? and/or fieldcodes Specifically, I'm looking to insert the Real Name of the user assigned to a ticket. (currently inserts username) also I'd like to generate the Email notification when the ticket is first assigned from nobody to somebody I'm currently using the owner change script. which sorta works, but does not allow me to use owner change as it was intended. Thanks, David System Administrator RNS Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CF Validation
Hi;
RT-3.8.7
Can some one give me a brief explanation of how custom field validation works
through the code.
I tracked back as far as lib/Record.pm :: _AddCustomFieldValue;
However I am not sure how/where the following happens:
unless ( $cf-ValidateValue( $args{'Value'} ) ) {
return ( 0, $self-loc(Invalid value for custom field) );
}
I cannot find ValidateValue any where !!??
The reason for my question is the need to create my own CF validation pattern I
would like to extend
'(?#Year)^[12]\d{3}$',
To also include hours and minutes,
so values to my custom field should be -mm-dd hh:mm
Is this possible and how?
Regards;
Roy
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Script Codes
I think I understand;
You can create a custom scrip with
Condition: User Defined
Custom condition:
if ($self-TransactionObj-Field eq 'Owner' and $self-TransactionObj-OldValue
== 10) {
return 1;
}
return undef;
10 : is the default Users.id value for the nobody user.
Good luck;
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 16:08
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Script Codes
Roy,
We are using currently using 3.8.7. Due to our workflow we combine
the creation and assignment. sending the customer one email informing
the customer of the ticket creation and who is working the issue.
However, by using the change owner as trigger, We can no longer use
the
change owner script in the event of an escalation, or other change
owner
event, because that script is now attached to the creation-assignment
template. By creating a nobody to somebody owner script and
attaching that to the creation-assignment template. It would leave the
owner change script free for a true owner change/escalation event Hope
that makes a little more sense.
Thanks,
David
System Admin
RNS
On 8/6/2010 3:47 AM, Raed El-Hames wrote:
Hi David;
What version of RT are you using, if its 3.8.8 then you should be
able to change the user name format from
lib/RT/Config.pm
With regard to owner script, I am not quite sure what do you mean by
does not allow me to use owner change as it was intended
What does n't not do ??
Roy
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Sysadmin
Sent: 06 August 2010 01:55
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Script Codes
Is there a cheatsheet of RT script codes? and/or fieldcodes
Specifically, I'm looking to insert the Real Name of the user
assigned to a ticket. (currently inserts username)
also I'd like to generate the Email notification when the ticket is
first assigned from nobody to somebody
I'm currently using the owner change script. which sorta works, but
does
not allow me to use owner change as it was intended.
Thanks,
David
System Administrator
RNS
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] HTML IE issue: CF select one value where Cat are based on another CF
Hi; rt-3.8.8 apache2 Using Internet explorer 8 I have a custom field where the Categories are based on another , using Internet explorer when users are selecting the values for both fields and clicking on Save Changes the dropdown for the dependant CF is reverting to (no value), however the value have been submitted and viewing the html source show the required value is selected. For example: I have CF called browsers with values Internet Explorer Firefox Another CF called versions with Name: Category:as follows: IE V 5.5 Internet Explorer IE V6 Internet Explorer FF V2 Firefox FF V3 Firefox When updating a ticket custom fields using internet explorer: I can select Firefox from browsers and the versions drop down will show me FFV2 and FFV3 only - which is correct behaviour However when I choose FF V2 and click save changes the versions dropdown is showing (no value) where it should be FF V2 , and the html source is indeed showing that the option where value = FF V2 is selected. Has anyone else come across this and have they a fix, I understand that optgroup is new , however Internet explorer (version 8) should be able to handle this!? Any suggestions? Thanks; Roy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Filtering out unneeded info from ticket
Hi Chris;
The value of the information you want to hide is only appreciated when
you need it.
But its possible to remove them from the ticket history by editing:
Ticket/Elements/ShowHistory
In the %INIT section change:
} else {
$Transactions = $Ticket-Transactions;
}
to
} else {
$Transactions = $Ticket-Transactions;
$Transactions-Limit(FIELD = 'Type', VALUE = 'Correspond');
$Transactions-Limit(FIELD = 'Type', VALUE = 'Comment);
$Transactions-Limit(FIELD = 'Type', VALUE = 'Create');
}
Regards;
Roy
Chris Hall wrote:
How can I filter from the history information I don't want to see?
For example.. snippet from a recent ticket:
Mon May 10 10:26:17 2010 The RT System itself - Status changed from
'new' to 'open'
http://rt.imctv.com/Ticket/Display.html?id=43#txn-708Mon May 10 10:26:17 2010
Allen Stevens - Given to Allen Stevens
http://rt.imctv.com/Ticket/Display.html?id=43#txn-720Mon May 10 10:33:04 2010
Allen Stevens - Queue changed from Corporate Support to Central Office
http://rt.imctv.com/Ticket/Display.html?id=43#txn-721Mon May 10 10:33:05 2010
The RT System itself - Outgoing email recorded
Mon May 10 10:33:05 2010 Allen Stevens - Given to Nobody
They only want to see like... correspondence/comments. So where would
I want to go to start filtering out all the other stuff from history
when they look at the ticket?
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Upgrading from 3.8.4 to 3.8.8
Download the src from bestpractical, then read the README and UPGRADING docs Is there anything in particular you are concerned with?? If its a busy production system I always recommend having a development version , upgrade that one first , test then test again , if everything ok then upgrade the live system. Roy borngunn...@aol.com wrote: How do I upgrade RT from 3.8.4 to the current version without any issues? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT and Nagios
I really do not understand why you would need nagios for this? We have very much similar kpis which we monitor with a simple perl script utilising the RT api. Our script run every hour , update the tickets with a warning comment if the warning threshold is reached (Admin Ccs receive an email on comment),and again a critical type comment is submitted if the critical threshold reached. We also have a custom field that gets updated on warnings/critical levels, tickets with these level are highlighted in different color in the web interface , and on critical a manager maybe cc'ed. All from within RT , no need for external dependencies such as Nagios. Regards; Roy Roderick A. Anderson wrote: Hossein Rafighi wrote: Hi, We have modified rt-crontool to create Nagios alerts. This woks with nrpe and unlike SendNgiosAlert doesn't require any additional modules installation. If you have running Nagios server it can easily pull relevant stuff from RT. Nagios will send a warning email if: Tickets are new for more than 24hours Tickets are open for more than 5days It will generate a critical email if: Tickets are new for more than 48hours Tickets are open for more than 7days. If the status of a ticket is stalled, then our script will ignore it. It is our policy to change the ticket status to stalled if a ticket is required to remain open for more than one week. Since we are a 24x7x360 lab, we decided to include weekends and holidays in the script. If you're interested let me know and I can send/post scripts and required steps. Again, this script is modified version of rt-crontool. I for one am interested. Not that I have a need right now but it is always interesting to see how people solve these kinds of needs. Rod Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Can't call method id on unblessed reference at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 235
Hi; rt-3.8 modperl 2 apache 2 I had few reports from my rt users with the following error: Can't call method id on unblessed reference at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 235 They get this when ever a session have expired , and the only cure is to kill the browser (all tabs) and start new one. I am guessing the problem/bug is in the sub MaybeShowNoAuthPage in Web.pm (which is near enough line 235); however I am not sure how I can fix this and force a redirection to the login page. Any help will be appreciated. Regards; Roy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search results anomaly
Jeff; Does your CLI user have permissions on the queue that ticket 39 is in?? login to the web interface with the same cli user and see if you can view the ticket. Regards; Roy Jeff Blaine wrote: On 4/26/2010 11:50 AM, Kenneth Marshall wrote: Hi Jeff, There is nothing here that indicates a problem. It looks like an apples vs. oranges comparison by the time you include the actual parameters of the search from the web interface and the rt commandline interface and possible privilege and ACL differences. You can use DB query logging to figure out I think my original post is being misinterpreted. The 'rt' CLI commands aren't doing a search. They're just showing this list's readers that 'foo.com' does show up in each of the tickets when doing a simple 'rt show ticket'. It's not a comparison of CLI search vs. web search. what SQL is being used in the web search or the commandline rt and compare the output piece-wise to put yourself at ease. Maybe look at the individual components of each of the two tickets, as well. When viewing the tickets using 'Full headers and then Ctrl-F to examine every instance of 'foo.com' in each ticket shows that both tickets have the 'foo.com' in text/html parts (and only there). Ticket 23 has 67 of those parts and is returned when RT searching for 'foo.com' Ticket 39 has 1 of those parts and is not returned when RT searching for 'foo.com' By DB query logging do you mean Set($StatementLog, DEBUG); or something? Thanks for the reply, Ken Jeff Cheers, Ken On Mon, Apr 26, 2010 at 11:21:45AM -0400, Jeff Blaine wrote: Does anyone have any suggestions for how to go about figuring out what is wrong here? On 4/22/2010 2:09 PM, Jeff Blaine wrote: RT 3.8.7 A search for 'Content matches foo.com' is returning some tickets and missing others that clearly have foo.com in the Content. [r...@rtsrv1 bin]# ./rt show 39 | grep foo.com | wc -l 1 [r...@rtsrv1 bin]# [r...@rtsrv1 bin]# ./rt show 23 | grep foo.com | wc -l 67 [r...@rtsrv1 bin]# 23 shows up in the web search results. 39 does not. Any ideas? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Remove requestor's e-mail only from 1 queue
Max:
*
*
Edit Create.html change
td class=value colspan=5
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default =
$ARGS{Requestors} || $session{CurrentUser}-EmailAddress
/td
to
td class=value colspan=5
% if ($QueueObj-Name eq 'Quick Ticket') {
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default
= $ARGS{Requestors}
% } else {
/Elements/EmailInput, Name = 'Requestors', Size = '40', Default
= $ARGS{Requestors} || $session{CurrentUser}-EmailAddress
%}
/td
Roy
Max McGrath wrote:
Hi all -
Running RT 3.8.7 on Ubuntu 9.04.
We have a Quick Ticket queue. This queue is only used when patrons
walk up or call the information desk. So, what's happening is if I
get a call and have to create a ticket for someone else while I'm
logged in, the requestor e-mail is set to mine. For this queue, it'd
be best if that field was just left blank.
I've gone into the file system and found the Create.html page and
where this info would come from, but this is universal for all queues.
I DO NOT want to get rid of this for any other queue just the Quick
Ticket queue.
Am I SOL?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu
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Re: [rt-users] Scrip for replying to a resolved ticket, scrip results
Hi Evan; I think Gene answered 1; For 2 I have something similar, but what I do on failure is to submit a comment to the ticket with an explanation why the queue move have failed. As far as I know the text in the Results section @results is generated/built while processing the actions , and cannot be injected into. Regards; Roy Lucchesi Leon, Evan wrote: Hi all, two questions that I haven't been able to find answers to after a few hours of searching and reading through code: (For reference I use RT 3.8.4 right now) 1) I'd like to set up a scrip that will correspond with a template when someone replies to a ticket that has been resolved. I have tried a number of different things to try and only send the reply to the person who sent the correspondence, but I gave up and decided I'd be happy if it would just autoreply to all requestors and CCs with my template when someone replies to it and it's resolved. So the most recent scrip I have tried is the simplest, and doesn't seem to do anything. Can anyone tell me what I'm doing wrong? Condition: User Defined Action: Autoreply to Requestors and Ccs Template: Global template: Autoreply to Resolved Stage: TransactionCreate Custom Condition: return 0 unless ($self-TransactionObj-Type eq Correspond $self-TicketObj-Status eq Resolved); return 1; 2) We have a number of custom scrips in our RT installation, many of which perform transactions themselves - for example, when a ticket's queue is changed from A to B, make sure X and Y custom fields are set, if they aren't, put the ticket back in A. The actual line to move the ticket back is my ($retcode, $msg) = $self-TicketObj-SetQueue($original_queue); The problem is, when you go to actually move the ticket to B, and it gets moved back to A by the scrip, the Results section at the top of the page only displays that it moved the ticket from A to B, and without looking at the queue you'd have no idea that it was automatically moved back for you. So is it possible to either - Rewrite my line of code above to record the standard Ticket moved from A to B message in the Results section, or - (preferred) Inject arbitrary text in to this Results box so I can add my own explanation to the user as to what happened and why? Thanks for your time, let me know if I can provide any more information on any of this. Evan This email (including any attachments) is for its intended-recipient's use only. This email may contain information that is confidential or privileged. If you received this email in error, please immediately advise the sender by replying to this email and then delete this message from your system. For further information and disclaimers that apply to this email, see [http://www.viacom.com/termsofuse/Pages/default.aspx]. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] easy rights maintenance q
Ian; Depends what this un that means You can easily give the Super User right to the Everyone group :¬) -- I am sure you don't want to do that Rights can be simple it all depends on what you are planning to do. -- and for the same reason its difficult for some one to have a generic rights formula that can be published for everyone to use. -- And I am not sure how excel can help Roy Ian Pellew wrote: Its quite a formidable task maintaining rights for all the this un that. Is there a way that you admin guys maintain this via, say, Excel ? Is there some SQL that can do this in the background. New to RT, I find this difficult to maintain the whole picture of my small play DBS let alone some large production model. Ian. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Initiate Template via custom scrip action
Kristian;
What happens if you move your action code to the condition and then make
you rAction : Notify Requestors with the Template you need ; ie your
condition will be something like:
Custom Condition:
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
if ( $self-TransactionObj-Type eq Create
!$self-TicketObj-QueueObj-IsAdminCc($CreatorId) ){
my $Ticket = $self-TicketObj;
my $newqueue = 23;
$Ticket-SetQueue($newqueue);
return 1;
}
return undef;
I've not done this ; but I think will work for what you want.
Roy
Kristian Davies wrote:
I've created a scrip:
Condition: User Defined
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Custom Condition:
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
if ( $self-TransactionObj-Type eq Create
!$self-TicketObj-QueueObj-IsAdminCc($CreatorId) ){
return 1;
}
Custom action prep code:
my $Ticket = $self-TicketObj;
my $newqueue = 23;
$Ticket-SetQueue($newqueue);
Custom action cleanup code:
return 1;
Basically I just need to fire off a template to those requestors who's
tickets are moved via this scrip.
Cheers,
Kristian
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[rt-users] force use index when constructing the sql from Tickets_Overlay
Hi; rt-3.8.7 mysql 5.1 The following query : SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2 .GroupId = Groups_1.id ) WHERE (Users_3.EmailAddress LIKE '%blah.gov.uk%') AND (main.Status != 'deleted') AND ( ( main.Subject LIKE '%blah%' OR main.Subject LIKE '%blah CC%' OR main .Subject LIKE '%blah County%' OR ( CachedGroupMembers_2.id IS NOT NULL ) ) AND ( main.Created '2008-12-31 00:00:00' AND main.Created '2009-03-01 00:00:00' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC LIMIT 100; Takes over 3 minutes to run (from sql client), the web interface takes ~ 4 to 5 minutes to come back, an explain show that its using index Groups2 (Type, Instance) , when joining the Groups table. However: SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 *use index (Groups1)* ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembers_2 ON ( CachedGroupMembers_2.MemberId = Users_3.id ) AND ( CachedGroupMembers_2 .GroupId = Groups_1.id ) WHERE (Users_3.EmailAddress LIKE '%blah.gov.uk%') AND (main.Status != 'deleted') AND ( ( main.Subject LIKE '%blah%' OR main.Subject LIKE '%blah CC%' OR main .Subject LIKE '%blah County%' OR ( CachedGroupMembers_2.id IS NOT NULL ) ) AND ( main.Created '2008-12-31 00:00:00' AND main.Created '2009-03-01 00:00:00' ) ) AND (main.Type = 'ticket') AND (main.EffectiveId = main.id) ORDER BY main.id ASC LIMIT 100; This returns the results in ~ 20 seconds. So the first question is; is there any why I can add the use index statement when the sql is constructed my guess some where in Tickets_Overlay::_WatcherLimit?? Second question if the answer to the first question is no ; then is there any other way I can optimise the original query ?? I can send the explain out put if required ; Regards; Roy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WebRT 3.8.7 Slow Performance
Ronald; I don't think you stated what version of mysql you are using? If its less than version 5 then I would recommend upgrading , as far as I know more recent versions of mysql have better query optimisers. Once you are on version 5.x have a look at table partitioning, in our system the only big table is the Attachments table, 80G or so , and a year or so ago we suffered performance issues with tickets listing/displaying , one of the things we did to improve that was to partition the Attachment table by range based on id, and once we done that we noticed a massive improvement in performance. Partitioning will only benefit you if the active set of data is a percentage of the table, but with 1.2 million tickets I would have guessed the active tickets possibly 10 or so ?; partitioning your Tickets/Attachments/Groups may help you. Have a look at http://dev.mysql.com/doc/refman/5.1/en/partitioning.html Hope it helps; Regards; Roy ronald.higgins wrote: Greetings fellow list members. I'm hoping some more experienced members might be able to shed some light on some performance issues we have been having with Request Tracker 3.8.7, it really is terribly slow loading anything from the DB side without the Server itself being constrained for resources. The RT instance is running under VMWare VSphere (ESX4.0) with the following resources assigned 8 vCPU's 24GB RAM 500GB disk on SAN (the SAN is idling so it's definately not disk I/O) O.S is Centos 5.4 The database itself (ibdata1) is 213GB in size. The database stores a lot of images (faxes) sent from customers, hence the size of the DB. The Tickets table contains about 1.2 million records. Once logged into RT the (RT @ a Glance queues takes about 10-15 seconds too load. Pages like Configuration loads instantaneously leading me to believe it's anything being queried out of the DB. So any guidance on InnoDB tweaks to try would be appreciated as well. ## #MySQL related Info# ## ### mysql show engine innodb status\G; *** 1. row *** Status: = 100419 11:04:18 INNODB MONITOR OUTPUT = Per second averages calculated from the last 15 seconds -- SEMAPHORES -- OS WAIT ARRAY INFO: reservation count 11363775, signal count 4598538 Mutex spin waits 0, rounds 1511018468, OS waits 3297606 RW-shared spins 12329291, OS waits 6064081; RW-excl spins 7564941, OS waits 1214997 TRANSACTIONS Trx id counter 0 1347315994 Purge done for trx's n:o 0 1347314768 undo n:o 0 0 History list length 18 Total number of lock structs in row lock hash table 0 LIST OF TRANSACTIONS FOR EACH SESSION: ---TRANSACTION 0 0, not started, process no 5371, OS thread id 1183050048 MySQL thread id 924, query id 6013662 localhost root show engine innodb status ---TRANSACTION 0 1347315694, not started, process no 5371, OS thread id 1173416256 MySQL thread id 923, query id 6012423 localhost rt_user ---TRANSACTION 0 1347315808, not started, process no 5371, OS thread id 1171409216 MySQL thread id 921, query id 6013433 localhost rt_user ---TRANSACTION 0 1347315807, not started, process no 5371, OS thread id 1176828224 MySQL thread id 920, query id 6013424 localhost rt_user ---TRANSACTION 0 1347314770, not started, process no 5371, OS thread id 1180440896 MySQL thread id 919, query id 6008500 localhost rt_user ---TRANSACTION 0 1347315776, not started, process no 5371, OS thread id 1180641600 MySQL thread id 918, query id 6013312 localhost rt_user ---TRANSACTION 0 1347315924, not started, process no 5371, OS thread id 1176426816 MySQL thread id 917, query id 6013592 localhost rt_user ---TRANSACTION 0 1347315841, not started, process no 5371, OS thread id 1174018368 MySQL thread id 916, query id 6013495 localhost rt_user ---TRANSACTION 0 1347315301, not started, process no 5371, OS thread id 1177631040 MySQL thread id 914, query id 6008465 localhost rt_user ---TRANSACTION 0 1347315993, not started, process no 5371, OS thread id 1187264832 MySQL thread id 913, query id 6013661 localhost rt_user ---TRANSACTION 0 1347315752, not started, process no 5371, OS thread id 1184254272 MySQL thread id 840, query id 6013216 localhost rt_user ---TRANSACTION 0 1347315768, not started, process no 5371, OS thread id 1181043008 MySQL thread id 834, query id 6013268 localhost rt_user ---TRANSACTION 0 1347315684, not started, process no 5371, OS thread id 1185659200 MySQL thread id 830, query id 6012355 localhost rt_user ---TRANSACTION 0 1347315775, not started, process no 5371, OS thread id 1083808064 MySQL thread id 813, query id 6013356 localhost rt_user ---TRANSACTION 0 1347315773, not started, process no 5371, OS thread id 1186261312 MySQL thread id 811, query id 6013273 localhost rt_user ---TRANSACTION 0 1347315723, not
Re: [rt-users] WebRT 3.8.7 Slow Performance
Torsten; As per my previous mail the only table we partitioned is the Attachment table (80G or so); our partitioning is a Range based on id (I think 40 rows partitions). We could have instead done a Range based on Created (dates basically). I am not sure which table size partitioning would improve the performance? possibly a mysql guru can give this advice, Obviously the sooner you partition the better , because you will need to re-generate the table, one thing to bare in mind though partitions can speed your selects if the query require values within the defined range, selects for values across multiple partitions can carry an overhead. We applied it to just the Attachment table because we felt our hardware can cope with the system growth with the exception of Attachments, and our tickets tend to be small and resolved within a relatively short period. I do not want to give the wrong advice, I would suggest you read the mysql docs and see if it would useful and how for your environment. Roy Torsten Brumm wrote: Hi Raed, do you have some more details about your setup with partitioning of your mysql installation? From which table size it makes sense? Torsten 2010/4/19 Raed El-Hames r...@vialtus.com mailto:r...@vialtus.com Ronald; I don't think you stated what version of mysql you are using? If its less than version 5 then I would recommend upgrading , as far as I know more recent versions of mysql have better query optimisers. Once you are on version 5.x have a look at table partitioning, in our system the only big table is the Attachments table, 80G or so , and a year or so ago we suffered performance issues with tickets listing/displaying , one of the things we did to improve that was to partition the Attachment table by range based on id, and once we done that we noticed a massive improvement in performance. Partitioning will only benefit you if the active set of data is a percentage of the table, but with 1.2 million tickets I would have guessed the active tickets possibly 10 or so ?; partitioning your Tickets/Attachments/Groups may help you. Have a look at http://dev.mysql.com/doc/refman/5.1/en/partitioning.html Hope it helps; Regards; Roy ronald.higgins wrote: Greetings fellow list members. I'm hoping some more experienced members might be able to shed some light on some performance issues we have been having with Request Tracker 3.8.7, it really is terribly slow loading anything from the DB side without the Server itself being constrained for resources. The RT instance is running under VMWare VSphere (ESX4.0) with the following resources assigned 8 vCPU's 24GB RAM 500GB disk on SAN (the SAN is idling so it's definately not disk I/O) O.S is Centos 5.4 The database itself (ibdata1) is 213GB in size. The database stores a lot of images (faxes) sent from customers, hence the size of the DB. The Tickets table contains about 1.2 million records. Once logged into RT the (RT @ a Glance queues takes about 10-15 seconds too load. Pages like Configuration loads instantaneously leading me to believe it's anything being queried out of the DB. So any guidance on InnoDB tweaks to try would be appreciated as well. ## #MySQL related Info# ## ### mysql show engine innodb status\G; *** 1. row *** Status: = 100419 11:04:18 INNODB MONITOR OUTPUT = Per second averages calculated from the last 15 seconds -- SEMAPHORES -- OS WAIT ARRAY INFO: reservation count 11363775, signal count 4598538 Mutex spin waits 0, rounds 1511018468, OS waits 3297606 RW-shared spins 12329291, OS waits 6064081; RW-excl spins 7564941, OS waits 1214997 TRANSACTIONS Trx id counter 0 1347315994 Purge done for trx's n:o 0 1347314768 undo n:o 0 0 History list length 18 Total number of lock structs in row lock hash table 0 LIST OF TRANSACTIONS FOR EACH SESSION: ---TRANSACTION 0 0, not started, process no 5371, OS thread id 1183050048 MySQL thread id 924, query id 6013662 localhost root show engine innodb status ---TRANSACTION 0 1347315694, not started, process no 5371, OS thread id 1173416256 MySQL thread id 923, query
Re: [rt-users] TransactionBatch - AddCustomFieldValue
Sergio Charpinel Jr. wrote: Thanks for your answers. Actually, I wanna change a custom field based in a change of another one. So, trying what Raed said, I wrote a Custom Condition to verify if it is a custom condition change. But I had the same problem.. When I update via Web interface, the Custom Field is changed twice, in TransactionCreate, and in Transactionbatch the scrip is not executed. Do you know why the (Transactionbatch) scrip is not executed ?? is there any perl errors ? have you checked the logs Roy Any ideas? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] TransactionBatch - AddCustomFieldValue
Can you send us the scrip so we can look at for you, include your condition and action .. Also can you reiterate what you are trying to achieve , from your previous thread it seems to me you want a custom field to always have the same value, if this is the case then I would hide it from the form to begin with, which would be the easiest way of dealing with this. Regards; Roy Sergio Charpinel Jr. wrote: Sorry, It is getting executed, but the custom field is changing twice too. I need my scrip executing after the custom fields updates. Is this possible? Or is there another way to do this? 2010/4/19 Raed El-Hames r...@vialtus.com mailto:r...@vialtus.com Sergio Charpinel Jr. wrote: Thanks for your answers. Actually, I wanna change a custom field based in a change of another one. So, trying what Raed said, I wrote a Custom Condition to verify if it is a custom condition change. But I had the same problem.. When I update via Web interface, the Custom Field is changed twice, in TransactionCreate, and in Transactionbatch the scrip is not executed. Do you know why the (Transactionbatch) scrip is not executed ?? is there any perl errors ? have you checked the logs Roy Any ideas? -- Sergio Roberto Charpinel Jr. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] find time span between dates
Steven; As far as I know there is n't ; what I did is create a global custom field , and a global scrip that populates its values with condition on Status change from new to open, and the action is user defined subtracting the unix time now - the unix created time; then populating the field (in seconds). Our tickets hardly go back to new once are opened , but an if to see if the custom field is empty will be a good safe guard. Obviously this is only useful going forward, for existing tickets you will need to write a script (perl/whatever), pull the tickets you need and work out Started - Created then populate the field, its fairly straight forward with Perl and the RT api. Regards; Roy Steven Platt wrote: Hi, Is there a way to report the difference between RT dates (Created Started) , either in the standard or advanced search ? I ’ m looking to generate a report to reflect how rapidly requests are addressed by our support staff. Many thanks Steve [RT v3.6.2] Dr Steven Platt Bioinformatician Statistics, Modelling and Bioinformatics Health Protection Agency Centre for Infections London www.hpa.org.uk/bioinformatics http://www.hpa.org.uk/bioinformatics * ** The information contained in the EMail and any attachments is confidential and intended solely and for the attention and use of the named addressee(s). It may not be disclosed to any other person without the express authority of the HPA, or the intended recipient, or both. If you are not the intended recipient, you must not disclose, copy, distribute or retain this message or any part of it. This footnote also confirms that this EMail has been swept for computer viruses, but please re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk ** * Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] TransactionBatch - AddCustomFieldValue
Are you creating the ticket from the web interface and that custom field exist in the form; Most likely the script is changing it to the value you want, then its changing again to the value given in the form while processing the form ?? Is that what is happening?? If its , I would suggest you change your scrip condition to Userdefined and look for Custom Field create or change something similar to http://wiki.bestpractical.com/view/OnCustomFieldValueChange Regards; Roy Sergio Charpinel Jr. wrote: Hi, I'm trying to change a CustomField value in OnCreate event. I cant use TransactionCreate stage, because when I resolve the ticket via Web Interface, it changes again my custom field value to what it was. So, I'm trying to use TransactionBatch stage, but the field is not changed. And the script is get executed. What am I doing wrong?? Thanks for any help. -- Sergio Roberto Charpinel Jr. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] find time span between dates
Gareth;
I have n't my actual scrip to hand at the moment but the below should work ;
Create global custom field (field that applies to all queues) and call
it TimeToUpdate
Create global scrip:
Scrip Condition: On Status Change
Scrip Action: User defined
Custom action preparation code:
if ($self-TransactionObj-NewValue eq 'open' and
$self-TransactionObj-OldValue eq 'new') {
return 1;
} else {
return undef;
}
Custom action cleanup code:
my $cf_v = $self-TicketObj-FirstCustomFieldValue('TimeToUpdate');
if (($cf_v) ($cf_v != '')) {
return undef;
}
my $now = new RT::Date($RT::SystemUser);
$now-SetToNow();
my $createdObj = $self-TicketObj-CreatedObj ;
my $diff = $now-Diff($createdObj);
my $cf_obj = RT::CustomField-new(RT::SystemUser);
$cf_obj-LoadByName(Name= 'TimeToUpdate');
$cf_obj-AddValueForObject(Object = $self-TicketObj, Content = $diff);
return 1;
By the way -Diff will populate the field with number of seconds ; I
think in Date.pm there is a method
-DiffAsString that you can use instead of -Diff which gives you human
readable difference
Regards;
Roy
Gareth Tupper wrote:
Hi Roy
If you wouldn't mind, could you share the scrip that you used to accomplish this?
I'm just setting up a small RT installation those metrics seem like they
would be great to start recording.
Cheers,
Gareth
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames
Sent: Friday, April 16, 2010 6:02 AM
To: Steven Platt
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] find time span between dates
Steven;
As far as I know there is n't ; what I did is create a global custom
field , and a global scrip that populates its values with condition on
Status change from new to open, and the action is user defined
subtracting the unix time now - the unix created time; then populating
the field (in seconds).
Our tickets hardly go back to new once are opened , but an if to see if
the custom field is empty will be a good safe guard.
Obviously this is only useful going forward, for existing tickets you
will need to write a script (perl/whatever), pull the tickets you need
and work out
Started - Created then populate the field, its fairly straight forward
with Perl and the RT api.
Regards;
Roy
Steven Platt wrote:
Hi,
Is there a way to report the difference between RT dates (Created
Started) , either in the standard or advanced search ?
I ' m looking to generate a report to reflect how rapidly requests are
addressed by our support staff.
Many thanks
Steve
[RT v3.6.2]
Dr Steven Platt
Bioinformatician
Statistics, Modelling and Bioinformatics
Health Protection Agency
Centre for Infections
London
www.hpa.org.uk/bioinformatics http://www.hpa.org.uk/bioinformatics
*
**
The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of the
named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended recipient,
or both. If you are not the intended recipient, you must not disclose,
copy, distribute or retain this message or any part of it. This
footnote also confirms that this EMail has been swept for computer
viruses, but please re-sweep any attachments before opening or saving.
HTTP://www.HPA.org.uk
**
*
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] DisGrouMem index
Hi; rt-3.8.7 mysql 5.1 Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 When I did: select * from CachedGroupMembers where Disabled = 1; I got back 232 rows out of 5594612 Which in my opinion makes that index useless ? Ist required , can I drop it?? Regards; Roy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
Jesse; Ah - In my database I do also have index GrouMem (GroupId,MemberId) on CachedGroupMembers Your reply prompted me to have a look at the source code and it seems for one reason or another I may have created this index myself based on the Oracle schema some time in the past few years. Considering there is (GroupId,MemberId) index, do you still recommend not to drop the DisGrouMem index (what will be the reason)? I will need to drop one of them and I inclined to drop the 3 element index -- unless you tell me not to. Regards; Roy Jesse Vincent wrote: On Wed, Apr 14, 2010 at 02:17:10PM +0100, Raed El-Hames wrote: Hi; rt-3.8.7 mysql 5.1 Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 When I did: select * from CachedGroupMembers where Disabled = 1; I got back 232 rows out of 5594612 Which in my opinion makes that index useless ? My recollection is that MySQL can do just fine using the first component of a compound index. Ist required , can I drop it?? I wouldn't recommend it. Regards; Roy Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DisGrouMem index
Thanks to everyone reply .. I should have done a bit more research first , I had another index combining (GroupId,MemberId) that must have been added by me/some one in my organisation, and I wrongly assumed that RT created both indexes making the DisGrouMem (GroupId,MemberId,Disabled) useless. Been using RT for many years , lost track of what was done when and by whom .. Once again thanks for all the replies Regards; Roy Ian Pellew wrote: From my experience with compound indexes (Informix), the optimiser will use the leading component of the compound, thereafter, it would force a scan of the table. The column 'disabled' is in the compound, and very likely not be the first component and hence, a forced a scan. Drop the index and you would deprive queries of the first component as an index. This would be quite painfull if the first was used as a join component, and probably is. Is the index DisGrouMem (GroupId,MemberId,Disabled) required for 3.8 I wouldn't recommend it. . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] template emails for custom fields
Hi;
You can include something like:
{my $subq = $Ticket-FirstCustomFieldValue('sub queues')}
In the body of the template; any where you wish 2 lines below the header
lines
Regards;
Roy
psminusaxl wrote:
Hi guys,
I got a template that sends out an email everytime a ticket is
created. It
works fine as is, it has the company information and standard greeting and
even the ticket number and subject of the ticket. Here's the delima
though:
I got a queue, say Support and under support I've created several custom
fields (sub queues) such as desktop, printers and network. I can't
seem to
figure out what syntax I should be putting in the template in order
for the
email to send out the custom field information. i.e: if a ticket is
in the
Support queue and is in the printers sub queue, it would send out the
email to the user with both of those information.
Any help is appreciated. Thanks,
pslminusaxl
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