Re: [rt-users] Change the logo
Drew Barnes wrote: http://wiki.bestpractical.com/view/ChangeLogo I think the relevant line for Kobus Bensch is: Restart your webserver and enjoy a highly configurable logo. .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A cpuple of questions
1) You should set the Precedence to bulk for email generated by RT (AFAIK this is the default) and configure your vacation response to not send out auto responses to bulk messages. Also, why does your auto-responder send out multiple emails to the same email address within the same day (or even the same week)? 2) I've not experienced this with RT 3.x, we have many tickets that end up with re: or any number of things in the subject line that displace the position of the ticket number, and it all works out fine. What version of RT are you using that causes this behavior? Are the users removing the ticket number from subject line? .r' Steve Walsh wrote: If these are newbie questions that are answered in a FAQ, please accept my apologies. (1) Our users submit a ticket via email when they want one of my IT team to turn on a vacation alert for them. RT automatically responds with an email that tells the submitter that a ticket has been created. So far so good. A problem arises when the user gets back from vacation and submits a ticket via email to turn off their vacation alert. RT responds again only this time the vacation autoresponder kicks in and replies to RT. This begins a email/ticket creation loop which if left unchecked by my team or myself will end up generating tons of useless tickets. Has anyone else run into this problem? and if so, how did you solve it? (2) Some users have their email client configured to add re: when responding to an email. If one of my team sends a Reply to a ticket and the user who submitted the ticket responds to the Reply email with a re: in the subject line, this creates a new ticket rather than adding the information into the original ticket. Once again, has anyone else run into this problem? and if so, how did you solve it? ...Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Best ways to create a web based ticket submission without login?
Thierry Thelliez wrote: How would you create a web form that will be used by users that do not have an RT account? The self service interface is simple but I need something even simplier: users fill a form and press submit. That's all. No authentication, No ticket list. On the form they should fill several custom fields including a way to identify them back (name, email). The only thing they need to see is a ticket submission page. Behind the scene this form will populate an RT ticket for a predefined queue and another group of users will process the requests/tickets. How should I get started with these requirements? Thanks, Thierry Thelliez Why don't you just have the webpage backed to sending an email into your ticketing system? if that doesn't work why not use the RT command line interface? Try 'rt help create' .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT packages in RPM form available from Fedora?
Phil wrote: I noticed today that there is RT 3.6.3 listed as an availabe package in YUM. Has anyone used the RPM package of RT in production? Any issues? Yes, we're using it - however I recently rolled my own RPM for 3.6.4 as there were a couple of fixes I wanted. Had to upgrade a perl module as well. I can send you them if you contact me off the list for them. I'll likely do this for 3.6.5 when it comes out as RC1 seems great in our dev environment. Cheers ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Behavior of ticket's AdminCC vs. queue's AdminCC
Fran Fabrizio wrote:
My real problem is this...
Goal: Have every member of the sysadmin group get a copy of an email
when a ticket comes in with no owner.
Overkill Solution: Add sysadmin as an AdminCC for the queue and do a On
Create Notify AdminCCs as Comment.
Just create a script:
Condition: On create
Action: Notify Other Recipients
Template: make up something creative
And for the aforementioned template:
### begin
To: [EMAIL PROTECTED]
Subject: {$Ticket-QueueObj-Name}: {$Ticket-Subject}
anything you type here will end up in the email before the ticket
{$Transaction-Content()}
### end ###
If you want to manage the group of sysadmins in RT and not as an email
list/alias, last week there was a thread - 'Seeking notification method
advice' - that I think will have what you want in there. As for the 'no
owner' part, you could create a custom action that checks if there is an
owner or not (and that the transaction type is create...), though you
might have to run it in the transactionBatch mode...
.r'
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Re: [rt-users] Error Starting httpd service
Justin Brodley wrote: The apache user account doesn't have rights to create folders/files in the /tmp directory. That could be, but you'd have to have some screwy permissions on /tmp. Check the permissions: $ ls -ld /tmp drwxrwxrwt 20 root root 1998848 Aug 24 14:23 /tmp Also, you might already have a directory called 'dymanic' in there that is owned by someone other than whatever you're using for your apache user. Or, this behavior could be caused by selinux. You might want to review your selinux policy and see if that's the case, or you could just change your selinux mode to permissive / disable selinux to test if that is what is causing your problem. .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Customer Management with RT?
[EMAIL PROTECTED] wrote: Kenn, SO would my csr need to log in as the customer and initiate the ticket or is there a way to change the requestor from the UI as a superuser? Thanks, Aaron Sort answer: you can change any of tickets data from within the web interface. It largely depends on what type of rights the user you are doing the action has. And oddly enough, this very old screen shot on RT 3 even shows this functionality. http://www.bestpractical.com/images/screenshots/rt/3.0/newticket.gif You might find more answers to your questions on the wiki: http://wiki.bestpractical.com/view/HomePage In particular, http://wiki.bestpractical.com/view/Requestor and for what rights you'd need to give a user to set the owner: http://wiki.bestpractical.com/view/QueueSpecificRights .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Seeking notification method advice
If you where careful about how you name your custom field values and
group names, you could just add a Bcc line in the default autoresponce
template. Then you wouldn't even need a scrip...and really you'll
probably have to have the names all be the same anyhow so this would be
a really simple way of doing it.
Bcc: { my $bldg = $self-TicketObj-FirstCustomFieldValue('building');
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup($bldg);
$addresslist = $group-MemberEmailAddressesAsString; }
disclaimer: I just looked at the above code, it might require some
sanity checks..
.r'
Gene LeDuc wrote:
Replying to my own e-mail...
Hah! Found an easy way in the wiki to get the addresses of the group
members into your template.
my $group = RT::Group-new( $RT::SystemUser );
$group-LoadUserDefinedGroup($bldg);
my $addresslist = $group-MemberEmailAddressesAsString;
Put the pieces from my previous post together with the above snippet
and you should have a scrip and template that will do what you want.
Regards,
Gene
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Re: [rt-users] New Queue Issue
Drew Barnes wrote: I suspect it's the space in the queue name. Try Support-Internal as the queue name perhaps? Or adding single quotes around the queue name in the fetchmail config will probably do the trick: user support-internal there with password * mda /usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://192.168.100.2/ --queue 'Support Internal' --action correspond Un-quoted whitespace is considered a field separator, so you were telling mailgate to use the queue 'Support' and passing 'Internal' as another option. .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Building an older RT instance for testing
Andrew Best wrote: So, my question is really, am I flogging a dead horse here? I need to replicate the production environment before touching it and I don't like my chances of doing that reliably. Can anyone suggest an alternative strategy for getting RTFM installed safely? After all these problems I suspect that the prospects of upgrading to the latest and greatest RT are virtually nil. Hey Andrew, Can you just restore the backups of the production server to the dev server? If you don't have backups, you should take one and restore it to the dev server :P. You could even just rsync the whole thing over, just take down the database when you copy over the datafiles.. Probably easier to clone the prod system than it would be to build out a FC3...and you'd end up an identical system.. As for upgrading, there are some really good documents on the wiki and in the rt source package on how to upgrade. We pulled off a 3.0.x to 3.6.x upgrade + server migration without any data loss. .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Issue with RT system
Hey Tamer, I would really help to know what all software you are running as outlined bellow, but chances are your database became corrupted. You might want to check your file systems, make sure there is enough free space, possibly just restoring from your most recent backup will solve the problem. This doesn't really sound like a RT problem, more of something to do with MySQL or the underlying OS. I could give you a few commands to run but I have no idea what type of OS you're running this on. Are you seeing any type of filesystem or hardware related errors in the logs? Is MySQL logging anything? .Robert Tamer Tayea wrote: This server has been running for 3 years at least. Today , the server wan hung , I had to reboot it .. Since rebooting it , I am getting these errors. Yes, the backend is mysql.. How I go about fixing this db issue ( I am not expert on DB) Thanks Tamer Tamer - What are you actually running? RT 3 covers years and years of development; 3.6.4 (latest stable) is *worlds* away from RT 3.0. Also, when asking for help on this list, you're more likely to get meaningful responses if you list all the components -- and versions thereof -- you're using to run RT: host OS, webserver, database, and RT codebase itself. Anyway, this is a database problem. Can't open file: 'Tickets.MYI' says to me that you're using a mysql backend, but the schema hasn't been created. Is this a new install? Did you run the database initializer? -- /Ole Craig ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] SetStatus and SetOwner scrip question
Have you tried moving the scrip to from TransactionCreate to TransactionBatch? You may have to enable it in your RT_SiteConfig.. .r' Mathew Snyder wrote: Stephen Turner wrote: At Tuesday 8/14/2007 02:41 PM, Mathew Snyder wrote: I take it back. It would appear you are correct. I set up the scrip to log it's actions on this particular line of code and I'm getting: [debug]: set owner: 814382: Owner changed from msnyder to Nobody ((eval 510):4) However, there is no indication in the ticket that this is happening nor that it was returned to the original value. So how can I get around this? Unfortunately we haven't found a way round this problem. What's odd about your situation though is that I'd expect to see history entries recording the two owner change transactions. Sorry I can't be more helpful... Steve Well that sucks. :( Mathew ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CLI
David-John Engel wrote: I am a newbie to RT, I have setup RT and everything is working 100% via the browser. I have configured my apache for port 8080 but when I try to use the CLI I get the following error - rt: Server error: Can't connect to localhost:80 (connect: Connection refused) (500). I have set the webport in RT_SiteConfig.pm to 8080. Ho do I tell CLI to use port 8080? thanks try: rt help config you can.. edit/create /etc/rt.conf and put in something like: server http://localhost:8080 or set the variable RTSERVER to http://localhost:8080; .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Query to find open tickets where customer hasn't been replied to
Gary Oberbrunner wrote: Isn't this a common thing, to want to find the open tickets that aren't being handled in a timely fashion? How about setting up a custom field like Where the ball lays with values of Customer or Us. Then write a scrip to flip that value if one of your people replies to the ticket ( if they're all part of the same group this would be easy ), and another scrip to flip the value back if the ticket is updated by someone else (You could do this all in the same scrip I do suppose, for some reason I opted to do it in two). Then you can just create a search for 'not resolved' and 'The ball is in our court'.. I even go so far as to have my RT at a glance configured so I list tickets I need to respond to separately from those that I have responded to. .Robert . ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases)
Toni de la Fuente wrote: File /etc/postfix/main.cf have this options related with aliases: alias_maps = hash:/etc/aliases put the entries in /etc/aliases then run 'newaliases' (or perhaps newaliases.postfix depending on your distribution) .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not connecting to database?
John Oliver wrote: On Mon, Jul 23, 2007 at 01:25:23PM -0700, John Oliver wrote: I'm still having this problem. I have done zero customization. I'm working with this out of the box. I cannot possibly be the only one who cannot get RT working. If I could get a solution, I'll happliy document it in the wiki. Do you perhaps have some really weird characters in the password? .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Privileges question
Kenneth Crocker wrote: To all, We are currently testing 3.6.4 and I was playing with privileges and took away the watch right from requestors. I created a test ticket with a requestor who is in 1 group and that group could not do anything except TakeTicket and SeeQueue. No other rights at all for any group, role or system. When I change the status on the ticket, the scrip for that change initiated and the requestor still got an E_mail. I thought that if you did not have the WATCH right, you would not receive E_mails. This person also is NOT a watcher on the Queue either. Anyone have experience with this right? Kenn LBNL Hey Kenn, You'll need to change the 'scrip' that causes this to happen. It's located in configuration-global-scrips, depending on your setup there should be something that updates the requestor on correspondence. ( others correct me if I'm wrong ) I think of the privileges like this; they tell what a user can do, not what RT does. The scrips tell RT what to do, you could easily set them up to send an email to someone who has no privileges or is not even in RT's configuration. If you have a situation where you don't want particular users to receive updates, you could do a few things. Use their email address as their username and leave the email blank or fill it in with some other value. Or you could modify the scrip condition to check to see if the user is a watcher. There is probably another way of doing that as well... .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Couldnt open File 'sessions.MYI' in /opt/rt3/var/session_data
Hey all, So there are a number of ways you can handle this - either take a 'cold backup' of the database, ie just copy/tar/zip all the data files off somewhere, mind you to do this you will need to either shutdown the database or ensure no updates take place (lock the tables). Or you can take the mysqldump, though it is slower and will lock the tables its dumping so you won't be able to update them anyhow. If you can spare the time (or are doing it from a slave), I highly suggest doing the former option. Restoring one table out of a tarball is way easier than sorting through a huge dump file (unless you're running innodb all in one file...). if doing a dump, you might not want the username/password on the command line ... I suggest running mysqldump with --defaults-file=somefile ( as the first arguement, gets pissy otherwise) and having the contents of somefile look like: [mysqldump] user=rtdumper password=alice_bob You should adjust the permissions on that file to deny world reading.. you can also just pipe the mysqldump to gzip/bzip2, this will make it much faster... eg: mysqldump options | bzip2 -9 mysqldump.bz2. You should also set your umask to at least 007 before hand, as creating a dump / backup of your database world readable kinda defeats the purpose of the database permissions Another trick is if you're only going to keep a weeks worth of backups, just use the day of week when creating the file, then you don't have to worry about rotating them (and mentally set $AmbiguousDayInPast to 1...) just some random thought... .r' Scott Hill wrote: On 7/18/07 5:58 PM, John Schubert [EMAIL PROTECTED] wrote: Now to go back and do the tutorial on DB back up and do it myself, and then figure out how to automate pushing it to another place on an all Microsoft shop (on which I have no permissions anywhere). I just had to figure this out myself. Here's the script I worked up, with some help from the wiki. Cron kicks it off every night. It's been running correctly for a few days... I'm no shell scripting expert, and there's no error catching whatsoever right now. All the usual warnings apply: no guarantees, no warranties, YMMV. And of course, everyone, feel free to tell me exactly where I made horrid mistakes! - CUT HERE - #!/bin/bash # # rtbackup.sh # Backup RT database config files # Scott Hill, 7/16/2007 # Based in part on backupRT.sh by Michael Erana # (http://wiki.bestpractical.com/view/backupRT) # # Script Variables # SCRTMPDIR=/etc/request-tracker3.6/backup dumpfile=rtdb-`date +%Y%m%d`.sql rtdbuser=rtuser rtdbpwd=password rtdbname=rt backupshare=//server/share backupmountpoint=/mnt/server shareuser=username sharepass=password backupdir=/mnt/server/backups backupfn=rtbackup.zip # # Mount backup target volume # smbmount $backupshare $backupmountpoint -o username=$shareuser,password=$sharepass # # Make/Verify target dirs # if [ ! -d $backupdir ]; then mkdir $backdir; fi if [ ! -d $SCRTMPDIR ]; then mkdir $SCRTMPDIR; fi # # Rename any existing files, keeping a week's worth of files # rm $backupdir/$backupfn.6 mv $backupdir/$backupfn.5 $backupdir/$backupfn.6 mv $backupdir/$backupfn.4 $backupdir/$backupfn.5 mv $backupdir/$backupfn.3 $backupdir/$backupfn.4 mv $backupdir/$backupfn.2 $backupdir/$backupfn.3 mv $backupdir/$backupfn.1 $backupdir/$backupfn.2 mv $backupdir/$backupfn $backupdir/$backupfn.1 # # MySQL dump # mysqldump --opt --add-drop-table --single-transaction -u $rtdbuser \ -p$rtdbpwd $rtdbname $SCRTMPDIR/$dumpfile # # Zip up the dumpfile and the /etc/request-tracker3.6 dir # zip -9 $backupdir/$backupfn $SCRTMPDIR/$dumpfile /etc/request-tracker3.6/* # # Cleanup # rm $SCRTMPDIR/$dumpfile smbumount $backupmountpoint - CUT HERE - ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Has anyone gotten RT working under FC as installed from yum?
We have a couple of RT installs from RPM, 3.6.3 (upgrading tonight to 3.6.4) under FC6, and a 3.4.5 under CentOS 5. I don't recall doing anything particular that needed to be done in either case, save for a modification in the 3.6.x code that I've posted on this list a few times, but I think that might have more to do with my particular Apache setup than anything else*. What type of difficulty are you experiencing? Could you break what isn't working down into some categories such as Apache, database, perl, and configuration? .r' * didn't need this tweak when I installed from source on CentOS 5, so not really sure what that's all about... John Oliver wrote: A while ago, I wasted a huge amount of time trying to get RT working from source. I got an endless string of unresolved, and unresolvable, dependencies, and I have no wish to revisit that hell. Since RT is available from the Fedora Core Extras, I have to assume that means that it can be made to work with items installed from RPMs via yum. The InstallGuides on the wiki just aren't close to being complete, and I'm trying to get a working install *and* document the process so that the next poor bastard who just wants a working RT install doesn't need to get an advanced degree in atomic rocket surgery to do it :-) If anyone has gotten RT working with fedora Core via the RPMs, I could really, really use some help. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] transactionbatch not working as expected
Hello all, I'm having an interesting issue. When I select
TransactionBatch for the stage of my scrip, it seems to run both the
Custom action preparation code and the Custom action cleanup code
whenever I do anything - so for example, if I click 'reply' on the RT
interface my cleanup code gets run.
Is this what is designed to happen? When I do this with
TransactionCreate my 'cleanup code' will only be run when I submit
something. I'm running RT 3.6.3 on Centos5. The idea behind this scrip
is to change the owner on un-owned tickets, but not when someone
responds to a ticket and sets someone else as the owner... My scrip
looks like:
# Condition:
On Correspond
# Custom action preparation code:
return 0 if ($self-TicketObj-OwnerObj-Id != $RT::Nobody-id);
my @batch = @{ $self-TicketObj-TransactionBatch };
foreach my $txn ( @batch ) {
return 0 if $txn-Type ne Correspond;
}
return 1;
# Custom action cleanup code:
my ($status, $msg) = $self-TicketObj-SetOwner(
$self-TransactionObj-Creator );
unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket: $msg );
return undef;
}
return 1;
.r'
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Re: [rt-users] RT 4
Ah, I would like to disagree with part of your post regarding who Nagios is written ; Nagios is written in C. It has a built in perl interpreter to run plugins that are written in perl faster, but even so, all of the official plugins that come with Nagios are written in in C as well. Nagios is not written in Perl: # find nagios-2.9/ -name *.c | wc -l 50 Using the 'Blue' java port of nagios wouldn't eliminate the use of perl in any fashion - the only components of Nagios that use perl are contributed and custom plugins - if you're using those under Nagios or under 'Blue', they're still going to be perl/lisp/python/ruby/whatever. Another thing I can't help but think about is; how is changing the language from anything to perl going to make it not open sourced? I'm sorry you work / live in a world where open sourced software and perl are looked down upon and the policy is to avoid such things. .r' Baytalskiy, Sal wrote: Using Nagios as an example. Its written also in Perl, but there's a Java port which basically eliminates the installation completely. Download a bunch JARs and fire up Java. If there was a port of RT in Java - this would do wonders for the adoption rate. Many big corporation don't allow open source stuff and Perl-based software in particular... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Friday, May 18, 2007 2:20 AM To: Jesse Vincent Cc: RT Users Subject: Re: [rt-users] RT 4 The ability to customize the colors easily from the Configuration menu. Mathew Keep up with me and what I'm up to: http://theillien.blogspot.com Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse -- -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with Scrip to change requestor address on creation...
Someone please correct me if I'm wrong, but wouldn't this do it? $self-TicketObj-DeleteWatcher( Type=Requestor, $self-TicketObj-RequestorAddresses); put that in a scrip with condition set to 'on create' in the queue that you want that functionality. .r' James Price wrote: I would like to write a scrip for a specific queue that changes the requestor address or just deletes it upon creation. I'm a bit green with RT scrips, so any help, pointers or suggestions would be helpful. Thanks, James James R. Price DigitalCiti.com 3636 S. Iron St., Chicago, IL 60609 Company Tel: 888.855.5550 My Tel/Fax/Cell: 800.603.0769 Web: www.digitalciti.com Email: [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CanoicalizeAddress (was: RT 4)
Hey Jesse, Thanks for that patch, however it doesn't quite do what I'm looking for and I was hoping you could point me in the correct direction here.. With multiple email addresses, we would want the email to go out to the address that was used to send in the ticket - the scenario that plays out here is we'll have a client mail server problem, so their mail is down. Is it possible to link the accounts to have the same privileges without changing the email address? Or could I just comment out a few of the CanonicalizeEmailAddress and get my desired effect? Thanks, Robert Jesse Vincent wrote: On May 3, 2007, at 6:45 PM, Dale Bewley wrote: On Wed, 2007-05-02 at 10:29 -0400, Jon Daley wrote: I'd like to be able to merge users, so someone can respond with any of the email addresses that he has, and they are all treated as the same email address - ie. no reply to his other email address, if he logs in, he will see all tickets requested by any of his email addresses. It would probably be nice to have the same password for all email accounts, though that part isn't necessary. A big +1 on that. My users unfortunately have 4 possible derivations of their address and I can't force them to pick just one. Done, I think. http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ Though with 4 derivations, you should be able to just drop in a custom CanonicalizeAddress sub that does the magic on create for new users. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4
Thanks for asking Jesse! - I'd like to jump on the AJAX bandwagon, I know, I scoff too but it would be nifty. More flexibility in the layout. - Official support for LDAP - wildcard user names - for example if I didn't want to give everyone create privs on a queue but did want everyone @companyA, would be nice to do [EMAIL PROTECTED] ... - search builder should have an option to sum or count queries - would be useful for adding up all the hours in a particular queue, how many tickets requested by users in a particular time, etc - a way to set the order in which scrips run, doesn't need to be terribly granular, maybe 3 groups you could put them into, say 1, 2 and 3. Run all the scrips in the first group, then the second, the the 3rd. .r' Jesse Vincent wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] assigning a ticket to a user
here is the test to see if there isn't an owner and if the current actor
is an adminCC.
# if the owner isn't Nobody don't worry about it.
return 0 unless ($self-TicketObj-OwnerObj-Name eq Nobody);
# load the current user as a principal
my $actor = RT::Principal-new( $RT::SystemUser );
$actor-Load( $self-TransactionObj-CreatorObj-Id );
# perldoc Ticket_Overlay.pm
return 1 if IsWatcher { Type = 'AdminCC', PrincipalId = $actor };
return 0;
For setting the current actor as the owner, I'll leave that up to you.
( perldoc Ticket.pm, look for 'SetOwner' - there are examples on the wiki)
.r'
Ramon Loureiro wrote:
Thank you!
But, as I understand, this makes the requestor=creator to be the owner, do
it?
I´d like the first watcher who answers the email to be the owner...
thanks for answering!!!
Try
---
my $Ticket = $self-TicketObj;
my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;
my $Queue = $Ticket-QueueObj;
my $val = $Transaction-Type eq 'Correspond'
$Queue-IsAdminCc($CreatorId);
$Ticket-SetOwner($CreatorId) if $val;
return 1;
--
At 02:17 PM 4/26/2007, Ramon Loureiro wrote:
Hi,
I`d like to solve this situation:
A Requestor send an email to one queue.
Two watchers receive the corresponding email.
When one of the watchers answers the email I'd like him to be the owner
of
the ticket if he is an AdminCC
what is the AdminCC id?
$self-TicketObj-QueueObj-AdminCc-id ?
-
my $Value = $self-TicketObj-QueueObj-AdminCc-id ;
$self-TicketObj-_Set(Field = 'Owner', Value = $Value);
return 1;
-
thank you!
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Re: [rt-users] Business::Hours anyone?
Gene LeDuc wrote: Hi All, If anyone has used the Business::Hours module successfully, I have what should be a pretty simple question. Thanks, Gene Yeah, I use the Business:Hours in a medium complex setting, what is your question (I'd rather keep it on the list so if anyone else has the same/similar question it'll get answered here) .r' ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Business::Hours anyone?
Try it like this:
$hours-business_hours(
0 = { Name = 'Sunday', Start = undef, End = undef },
1 = { Name = 'Monday', Start = '08:00', End = '16:30' },
2 = { Name = 'Tuesday', Start = '08:00', End = '16:30' },
3 = { Name = 'Wednesday', Start = '08:00', End = '16:30' },
4 = { Name = 'Thursday', Start = '15:00', End = '23:30' },
5 = { Name = 'Friday', Start = '15:00', End = '23:30' },
6 = { Name = 'Saturday', Start = undef, End = undef }
);
( notice the missing { and } )
.r'
Gene LeDuc wrote:
Hi Robert,
When a ticket is created I want to include a statement in the e-mail
to the requestor that the ticket should be closed in 5 business days,
and if they haven't heard back from us by then to call us. I'm using
Business::Hours to compute then and have basically copied the
example from the wiki. The problem I'm having is that the
add_seconds method is returning -1, which the docs seem to say means
that the result is more than 30 days in the future.
Here's my code:
my $days = 5;
my $seconds = $days * 8.5 * 60 * 60;
$RT::Logger-debug($MyName: days: $days, seconds: $seconds);
my $hours = Business::Hours-new();
$hours-business_hours(
{ 0 = { Name = 'Sunday', Start = undef, End = undef },
1 = { Name = 'Monday', Start = '08:00', End = '16:30' },
2 = { Name = 'Tuesday', Start = '08:00', End = '16:30' },
3 = { Name = 'Wednesday', Start = '08:00', End = '16:30' },
4 = { Name = 'Thursday', Start = '15:00', End = '23:30' },
5 = { Name = 'Friday', Start = '15:00', End = '23:30' },
6 = { Name = 'Saturday', Start = undef, End = undef }
} );
my $curtime = time;
my $duetime = $hours-add_seconds ($curtime, $seconds);
$RT::Logger-debug($MyName: curtime: $curtime, duetime: $duetime);
And here's what I'm seeing in my logs:
[Wed Apr 25 20:05:00 2007] [debug]: Scrip DNS:35:Commit (New
Ticket): days: 5, seconds: 153000 ((eval 362):30)
[Wed Apr 25 20:05:00 2007] [debug]: Scrip DNS:35:Commit (New
Ticket): curtime: 1177531500, duetime: -1 ((eval 362):43)
I expect the $duetime result to be ($curtime + 5 business days), or
exactly 1 real week from $curtime. Any thoughts on where I should
start looking?
Thanks,
Gene
At 10:39 AM 4/25/2007, Robert Long wrote:
Gene LeDuc wrote:
Hi All,
If anyone has used the Business::Hours module successfully, I have
what should be a pretty simple question.
Thanks,
Gene
Yeah, I use the Business:Hours in a medium complex setting, what is your
question (I'd rather keep it on the list so if anyone else has the
same/similar question it'll get answered here)
.r'
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