[rt-users] Help to configure incoming e-mails
Hi all, I'm configuring RT to a customer. It runs all enabled features except the creation of defects using an e-mail. I have installed CommandByMail and it was installed successfully. I'm going to describe the problem: - Machine_A - Unix - RT installation (4.0.5) - msmstp - Machine_B - Windows - Exchange server When I send an email from Machine_A (or Machine_B) to RT to create the ticket in a specific queue, the mail log indicates the next message: status = sent (205 2.0.6): Queued mail for delivery, and the ticket is not created logically. But RT sends the e-mail when someone comments in a ticket. When I send the e-mail from Machine_A, I get the next e-mail address: aliases@machine_a.com but I want to send it to alia...@domain.com. I think the problem is in the mail configuration or on the connection between the machines. But I don't :-( Could you help me? Thank you very much!! Best regards, -- Alberto VILLANUEVA DEL VAL Consultor Altran España, Industria ___ ALTRAN: talento generando innovación Parque Empresarial Las Mercedes, Edificio 1 C/ Campezo, 1 28022 Madrid Spain Tel. : + 34 917 44 46 00 Fax : + 34 914 15 24 57 alberto.villanu...@altran.es www.altran.es www.altran360.es Síguenos en: www.linkedin.com/company/altran-espana www.twitter.com/altran_es www.facebook.com/altranespana Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias.
[rt-users] View as HTML
Hi all, I have used next contribution (AddHistoryToMail [1]) and it runs perfectly :-) My users' problem they don't want to see html code. In the correspond mail appears: acentuacioacute;n. I have commented next line but the problem appears already. $content =~ s/(([^ ]|\n)*)//g; # strip HTML tags from text/html Do you know how I could resolve this? [1]: http://requesttracker.wikia.com/wiki/AddTicketHistoryToMail Best regards, -- Alberto Villanueva Industria __ C/Campezo, 1, Edificio 1 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es www.altran360.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias.
Re: [rt-users] Sending emails issue
Have you looked the error message into the log files? Hi I have a problem with mail sending from Request Tracker (version 4.05). My server is running on Unix. Msmtp is configured properly (I am able to send an email from server on gmail). The issue is that RT can`t send email to gmail (for example i have no information about ticket update). Of course I`ve configured all like is on this document: http://requesttracker.wikia.com/wiki/Msmtp I`ve also tried MailX with the same result. Can you give me a solution? Best Regards Victor Poland -- Alberto Villanueva Industria __ C/Campezo, 1, Edificio 1 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es www.altran360.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias.
[rt-users] Remove an attachment
Hi all! I have upload an image into a ticket, but the inserted image is incorrect. Could I remove this attachment? If it's possible, I would like using RT web interface, but I think it is not possible. I have been looking at RT wiki and I have not found anything. In the list, I have found the next util [1], but README doesn't describe the utils have been developed. Maybe I could be mistaken understanding the tool, and the utils could be on web interface. Is reasoning correct? Does it appear on web interface? Or, is it run from command line? Thanks for your help. [1]: http://github.com/bestpractical/rt-extension-utils -- Alberto Villanueva Industria __ ALTRAN C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es mailto:comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. 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::Client::REST
Got it working a treat, but I need to be able to disable accounts and re-enable them, is this possible with RT::Client::REST? If we look at next page [1], it is not possible. I tried to several actions in a custom program for working with users, and I was not able to do. If not, how would one do it? You could do using MySQL queries. [1]: http://wiki.bestpractical.com/view/REST Best regards, -- Alberto Villanueva Industria __ ALTRAN C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es mailto:comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Slow Ticket History 3.8.8
(Tables: 8) [--] Data in InnoDB tables: 10G (Tables: 20) [!!] Total fragmented tables: 21 Performance Metrics - [--] Up for: 19d 19h 32m 37s (110M q [64.266 qps], 222K conn, TX: 637B, RX: 39B) [--] Reads / Writes: 98% / 2% [--] Total buffers: 602.0M global + 134.8M per thread (150 max threads) [!!] Maximum possible memory usage: 20.3G (262% of installed RAM) [OK] Slow queries: 0% (229K/110M) [!!] Highest connection usage: 100% (151/150) [OK] Key buffer size / total MyISAM indexes: 512.0M/6.7M [OK] Key buffer hit rate: 100.0% (84M cached / 7K reads) [OK] Query cache efficiency: 71.4% (76M cached / 107M selects) [!!] Query cache prunes per day: 661360 [OK] Sorts requiring temporary tables: 0% (0 temp sorts / 2M sorts) [!!] Joins performed without indexes: 112714 [!!] Temporary tables created on disk: 33% (968K on disk / 2M total) [OK] Thread cache hit rate: 99% (1K created / 222K connections) [OK] Table cache hit rate: 36% (318 open / 880 opened) [OK] Open file limit used: 14% (166/1K) [OK] Table locks acquired immediately: 99% (39M immediate / 39M locks) [!!] InnoDB data size / buffer pool: 10.1G/8.0M Recommendations - General recommendations: Run OPTIMIZE TABLE to defragment tables for better performance Reduce your overall MySQL memory footprint for system stability Reduce or eliminate persistent connections to reduce connection usage Adjust your join queries to always utilize indexes When making adjustments, make tmp_table_size/max_heap_table_size equal Reduce your SELECT DISTINCT queries without LIMIT clauses Variables to adjust: *** MySQL's maximum memory usage is dangerously high *** *** Add RAM before increasing MySQL buffer variables *** max_connections ( 150) wait_timeout ( 28800) interactive_timeout ( 28800) query_cache_size ( 16M) join_buffer_size ( 2.0M, or always use indexes with joins) tmp_table_size ( 128M) max_heap_table_size ( 64M) innodb_buffer_pool_size (= 10G) - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com mailto:justin.ha...@openbet.com On 29 Jun 2010, at 15:22, Jason Doran wrote: Hi, If you are using mysqld have a look at mysqltuner.pl http://mysqltuner.pl/ perl script (google) This has fixed quickly many performance issues on both RT and other web-based software we use. I run this every few weeks and apply suggested changes and then simply restart mysqld when things are quite. Regards, Jason Doran Computer Centre NUI, Maynooth On 29 Jun 2010, at 14:09, Justin Hayes wrote: Hi everyone, I've raised this before, but we've had another look at it and still can't see how to improve things. We put a lot of comments/replies in our tickets. Often there can be 50-100 entries in a ticket, mostly plain text. Loading such a ticket can take 10-20secs. We don't have any slow queries - all the time seems to be in the code rendering the history of the ticket. We've had a go at stripping functions out of ShowHistory, ShowTransaction and ShowTransactionAttachmments but not had much success. FWIW our RT runs on quad 3ghz Xeons with 8gb of ram. I'd like to try and determine if we're just slow, or if this is just how long RT takes. Maybe perl is just slow. Can anyone shed any light on how long it takes them to render long tickets in their systems? If you look at the page source it gives you a value e.g. spanTime to display: 24.996907/span Can anyone share some numbers from theirs for longer tickets? It would be really appreciated. Thanks, Justin - Justin Hayes OpenBet Support Manager justin.ha...@openbet.com mailto:justin.ha...@openbet.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com http://rtbook.bestpractical.com/ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com 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 -- Alberto Villanueva Industria __ ALTRAN C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de
Re: [rt-users] Query about Principals table
principals are used to ease ACLs calculations, by giving a common list of Users and Groups objects. principals Id are unique across users and groups and users and groups uses the principal id as Id. That's why, if you create a user A, then a group B, then a user C, the id for user C isn't id of user A + 1. Ok. Thanks!! Best regards, -- Alberto Villanueva Industria __ ALTRAN C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es mailto:comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Understanding schema of RT
Good morning, As a consequence of my current work, I have to learn the schema of the RT database. My current version is 3.8.1, but on my explanation I am going to use the version 3.4 (http://bestpractical.com/rt/3.4-schema.png). I want to understand a relation using the Any RT::Record virtual table perfectly. For example: using the Transactions table. I'm going to do my explanation, and please you correct me if I do wrong. My explanation: - ONE ObjectID of Transactions has MANY id in Any RT::Record virtual table. - ONE Creator of Any RT::Record has MANY id in Principals table. - Therefore, ONE Creator of Transactions has MANY id in Principals table. Before I show several queries I have test, I would like to know if my explanation is correct. Thanks a lot! Best regards, -- ALBERTO VILLANUEVA VAL Consultor ___ ALTRAN: talento generando innovación ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] how to delete tickets in RT
Hello, You must use Shredder. When you execute a query in tickets, and you are administrator, it will appear a new option in the horizontal menu called Shredder. Also, you can delete tickets from command line. You have more information in next links: - http://wiki.bestpractical.com/view/Shredder - http://wiki.bestpractical.com/view/ShredderControl Regards, Hello. after installation of Fresh RT, there is a bulk of test tickets in rt DB. i want to remove these tickets before commencing operational launch of my system. please help me to remove these tickets. also after deletion of tickets ticket counter no should be reset. also kindly help me to change the ticket status menu items like if i want to rename ticket status open to some thing else, where should i apply this change and how. Thanks in Advance, R i Z -- Alberto Villanueva Departamento de Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Download a source code of RT
Good morning, I would like to download a file of the RT source code. The filename is combobox.js, and the version is 3.8.1. Does a ftp exist where I can download the file? Thanks a lot! Best regards, -- Alberto Villanueva Departamento de Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Perl script against RT database
Hi all, I'm starting to develope a script, and I got an error, but I don't know why :( :( The error is: syntax error at ./query.pl line 13, near ) I know this error in other programming languages, but I am a novice developer in Perl. So I see this script is correct :( :( The script is next: - #!/usr/bin/perl use DBI; # Connect To Database $database = rt; $username = root; $password = p...@ssword; $hostname = localhost; $db = DBI-connect(DBI:mysql:$database:$hostname, $username, $password); if (!$db) print Connection unsuccessful. Please check your login credentials. .$DBI::errstr; # Execute a Query $query = $db-prepare(SELECT EffectiveId FROM Tickets); $query-execute; # How many rows in result? $numrows = $query-rows; # Cleaning Up $query-finish; $db-disconnect; exit(0); - Thanks a lot! -- Alberto Villanueva Departamento de Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Perl script against RT database
The error is: syntax error at ./query.pl line 13, near ) I have found the solution. the parenthesis were dissapeared :( :( :( Sorry. -- Alberto Villanueva Departamento de Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Export deployment data
Hi all, First, I sorry because my RT is in spanish, so I don't know if deployment (in this case) means despliegue. I write you because I want to export this data for writing in a document of MS Word. Only I want to write the information of an incident. Anyone idea? Thanks a lot!! Att, -- Alberto Villanueva Departamento de Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Select deleted tickets
Hi all, I'm trying to select the deleted tickets on MySQL, and I don't see nothing :( :( In MySQL, where is the requestor in the tables? Thanks a lot!! -- Alberto Villanueva Industria __ C/Campezo, 1, Edificio 1, Planta 1 (temporalmente) 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Searching for CustomFields
Only I have found that is possible when you use a queue that has the custom fields of that queue. The steps are: 1.- Show results 2.- Edit search -- I can search by custom fields of that queue. Surely I'm doing a huge error :( :( Regards, -- Alberto Villanueva Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Finding tickets that have never been worked on
Is valid for you the next query? Status != 'resolved' AND Started = 'null' Best regards, Alberto Villanueva Industria __ C/Campezo, 1, Edificio 1, Planta 4 28022 Madrid, Spain Tel : + 34 91 550 41 00 Fax: + 34 91 415 61 53 www.altran.es Antes de imprimir este mensaje, asegúrate de que es necesario. Proteger el medio ambiente está también en tu mano. En cumplimiento de la Ley Orgánica 15/1999, con fecha 13 de diciembre, de Protección de Datos de Carácter Personal, y la Ley 34/2002, con fecha 11 de julio, de Servicios de la Sociedad de la Información y de comercio electrónico, le comunicamos que su dirección de correo electrónico forma parte de un fichero del que es responsable Altran España, y que garantiza la confidencialidad y seguridad de sus datos. Tiene usted derecho al acceso, rectificación y cancelación de sus datos en los términos establecidos en la Ley Orgánica 15/1999 de Protección de Datos de Carácter Personal y demás normativa concordante, dirigiéndose a nuestra dirección anteriormente señalada o por medio de correo electrónico: comunicac...@altran.es. AVISO LEGAL: Este mensaje, junto con cualquier fichero adjunto, está dirigido a su destinatario y es confidencial. Cualquier distribución, uso o reproducción sin consentimiento del remitente está estrictamente prohibido. Si ha recibido este mensaje por error, por favor proceda a ponerlo en conocimiento del remitente por e-mail y a borrarlo de su sistema sin realizar copias. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] HOWTO: add entries to Status field
Hi Michael, You must do this: http://wiki.bestpractical.com/view/ActiveStatus Or also you can do that: http://wiki.bestpractical.com/view/InactiveStatus Best regards, ALBERTO VILLANUEVA DEL VAL Consultant Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 Campezo Street, 1- 28022 - Madrid, Spain Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Michael Mai Enviado el: viernes, 05 de junio de 2009 17:16 Para: RT Users Asunto: [rt-users] HOWTO: add entries to Status field Hi, I need to modify and /or add new entries to the Status field in a ticket. Where can I make these changes? Cheers, MM ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Tickets with Owner= (no value)
Good morning, Yesterday I removed a user (within MySQL) had several assigned tickets. Now these have Owner= (no value). I have tested next: 1.- MySQL query, but I cannot select because Owner= (no value) 2.- In RT: new Search / Batch update / (I cannot because RT says Only you can assign tickets that they haven't Owner or it's Nobody) Could I tell me how I assign the new owner? Best regards, ALBERTO VILLANUEVA DEL VAL Consultant Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 Campezo Street, 1- 28022 - Madrid, Spain Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query about Tickets table
Good morning, Several days ago, I have been executing some queries from mysql. I have obtained results that web interface doesn't generate. I would like to know if someone knows it's happening. The simpler sentence is next: RT -- Status = 'resolved' MySQL -- SELECT COUNT(id) as 'TOTAL' FROM Tickets WHERE Status = 'resolved'; The result in RT is: 28.536 The result in MySQL is: 28.659 Any idea? Thanks a lot!! Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Query Customfiels in MySQL
Hi all. I want to do a query with ObjectCustomFieldValues and Tickets. The different queries run separately, but I don't know how I must link them. The queries are next: 1) select id,CustomField,Content from ObjectCustomFieldValues where CustomField=2; 2) Select q.Name, count(t.id), Status from Tickets t, Queues q WHERE t.Queue=q.id AND (t.Queue=3 OR t.Queue=6) AND (Status='Resolved' OR Status!='Resolved') GROUP BY q.Name,Status ORDER BY q.Name, Status; I have tried to use the Principals table, but always the result of next query (Select PrincipalType from Principals group by PrincipalType) is Group or User. Any idea? Thanks a lot!! Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT db schema
Hi, Does someone know the RECORDS table?? If I write show tables in MySQL, this table doesn't exist. Any idea?? Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT db schema
Then, how do I link Tickets to CustomFields?? :-( :-( Thanks a lot! Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com] Enviado el: jueves, 30 de abril de 2009 15:33 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] RT db schema There is no records table in RT's DB. On Thu, Apr 30, 2009 at 5:29 PM, Alberto Villanueva alberto.villanu...@altran.es wrote: Hi, Does someone know the RECORDS table?? If I write show tables in MySQL, this table doesn't exist. Any idea?? Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT db schema
Hi! mysql desc ObjectCustomFieldValues; Before, this already did it :-) but I didn't understand ObjectType. ObjectId is Tickets.Id if ObjectType = 'RT::Ticket'; CustomField is CustomFields.Id I understood it, but within ObjectType = 'RT::Ticket'. I think this is the most important :-( I did see your earlier question, though I am not sure what you are trying to do, using perl and RT api will make your life much easier ? It's possible I haven't explained correctly I want to do. Sorry :-( I don't know if it's easier than. I need to do several queries in MySQL because the different reports tools for RT don't run all queries my Client wants to. So if I get all queries, I'll speak to my boss for developing a perl script to do them :-) Regards; Roy Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8
Hi Uday, The schema for RT 3.4: http://bestpractical.com/rt/3.4-schema.png This tells you how you can generate the schema for your version: http://wiki.bestpractical.com/view/DBSchema Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Uday Dey Enviado el: viernes, 24 de abril de 2009 16:31 Para: rt-users@lists.bestpractical.com Asunto: [rt-users] Urgently need the E-R diagramfor RT schema for 3.8 Hi All, Greetings. I urgently need the E-R diagram for RT(version 3.8) schema structure. If someone can provide me the same ASAP, then it would be greatly appreciated. Regards, Uday _ _ DISCLAIMER:The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation. _ ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Replace an attachment
Hi all, In a queue, I'm using for inserting documents (attachments). I'd like to replace a attachment in a RT queue, and I don't want to see all versions. Do you know how I could do this? Is there an extension to do it? Thanks a lot! Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Combined charts
Thanks Jesse, but it isn't I want to :( :( Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Jesse Vincent Enviado el: martes, 07 de abril de 2009 17:01 Para: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Combined charts http://search.cpan.org/~falcone/RT-Extension-ActivityReports-1.0/ may be what you want. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Combined charts
Hi all, Do you know if the chart (of Reports) could show several columns of data? PS. I send you an image (with Paint xD) I want to do. Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpgattachment: prueba.PNG___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Combined charts
Thanks jul!! It does something I need, but not all because I have to do graphs with owners ;) I think I'm going to write my own reports :S :S Best regards, ALBERTO VILLANUEVA DEL VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de jul Enviado el: martes, 07 de abril de 2009 15:34 Para: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Combined charts Like this ? This attached chart is made by RTx-Statistics. The only drawback is that it is not as flexible and cool as Dashboard / native Chart in their elaboration/subscription. You have only some pre-defined request availbale and no howto for adding new one. Native Graph have a two parameters input at most (quantity over time for instance). What native Graphs are lacking is : a more than one serie graphs ( ex : status per different queues on one graph) , playing with time (I made some munin scripts for compensating that) ; playing with average and decile, quantity, moving average ; What I like in QA is for instance on a temporal serie on a 100% base showing how many ticket are answered in time therefore telling if SLA is achieved. (That can be made with munin). And also other stuff like how much time every transition took per states in the last significative time slot over time. I long for a general purpose plugin for munin or R /joke :) (functionnal munin plugin I am working on in alpha version is added, remember that with munin you can trigger alarm :P ) Well making graph is fun. -- Julien Tayon // digital craftsman // making things simpler (when possible) Time is the most valuable thing a man can spend. -- Theophrastus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Output encoding, Web vs CLI
I did with putty changing the translation to utf8.
Best regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Emmanuel Lacour
Enviado el: viernes, 03 de abril de 2009 12:19
Para: rt-users@lists.bestpractical.com
Asunto: [rt-users] Output encoding, Web vs CLI
Hi all,
when I run a script using RT::Interface::CLI, everything I get (such as
a CF value or correspondance) is ISO-8859-1. Same code in a mason
template in share/html give UTF-8.
Do I miss some initialization in myu script to get UTF-8?
-script---
#!/usr/bin/perl -w
# Extract customfields
use strict;
use lib /home/rt/rt/lib;
use RT;
use RT::Interface::CLI qw( CleanEnv GetCurrentUser );
use RT::User;
# RT CLI initialization
CleanEnv();
RT::LoadConfig();
RT::Init();
# Get the current user all loaded
our $CurrentUser = GetCurrentUser();
my $ticket = RT::Ticket-new( $CurrentUser);
$ticket-Load(13595);
if ((my $values = $ticket-CustomFieldValues ('essai')))
{
print $values-First-Content.\n;
}
-
---Mason
%INIT
my $ticket = RT::Ticket-new( $CurrentUser);
$ticket-Load(13595);
my $values = $ticket-CustomFieldValues ('essai');
/%INIT
% $values-First-Content %
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Mason permissions
Hi all! I wrote about the problem with mason to write in 'obj' folder within mason_data. Again I have resolved with the same solution. My question is next: why does mason quit a permission of the obj folder? I don't know what happens for disappearing that. Thanks a lot! Best regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question about RT installation
Hi all! I have a stupid question, and I think the answer is simple, but Internet doesn't run well :-( :-( The question is: Is tomcat used by RT? I think it's no, but I have the doubt :-( :-( Thanks a lot! Best regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Masson -- Permission denied
Good morning! On Tuesday our RT server was down. The error is (because I haven't got any correct solution) the next: mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Compiler/ToObject.pm line 107 My mason directory is that, and the group's user is www. I have tried to change to apache user, but that user doesn't exist. Do I have to create it? If the user existed, I didn't remove :( :( I have read the post of Ruslan in RT wiki [1], but I don't resolve the problem. Any idea? Thanks a lot!! PS. http://rt.bestpractical.com/view/PostQuestionsHere ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Masson -- Permission denied
I resolved before Terence answers :), but I'm speaking to my Cliente. They are happy :) My solution was next: Give write permission to ownership group. Best regards, Alberto Terence Monteiro escribió: Hi, On Wed, Mar 25, 2009 at 09:34:04AM +0100, Alberto Villanueva wrote: Good morning! mkdir /opt/rt3/var/mason_data/obj/2362954981: Permission denied at /usr/lib/perl5/vendor_perl/5.10.0/HTML/Mason/Compiler/ToObject.pm line 107 My mason directory is that, and the group's user is www. I have tried to change to apache user, but that user doesn't exist. Do I have to create it? If the user existed, I didn't remove :( :( Are you using the Apache web server to run RT? You should set the directory owner as www or www-data. If nothing works, try setting the permission to 777 on the mason_date/obj directory, but for security, better to change it back to 2750 once you have determined which user RT runs as and set the owner and group appropriately. -- Regards, Terence. http://www.deeproot.in Ph: +91 (80) 4089 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CSS in source code
Hi all! And. good morning! :-) I have a new page for my client in RT. I'm trying to modify this page adding css code in several tags, but the format is not seen as it should. I put a simple example that I'm using in that page: ** The page's name is lalala.html ** I have a table, that it has several rows XD *** I'm using the next: tr style=border: thin solid blue; ** Result: the row hasn't got the blue border :-( :-( Any idea? Any file that I have to search in? Best regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CSS in source code
I have found this link [1] on RT Wiki. Should I do it this way?? [1]: http://wiki.bestpractical.com/view/CustomizingWithCallbacks http://wiki.bestpractical.com/view/CustomizingWithCallbacks Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es _ size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alberto Villanueva Enviado el: lunes, 16 de marzo de 2009 11:13 Para: rt-users@lists.bestpractical.com Asunto: [rt-users] CSS in source code Hi all! And. good morning! :-) I have a new page for my client in RT. I'm trying to modify this page adding css code in several tags, but the format is not seen as it should. I put a simple example that I'm using in that page: ** The page's name is lalala.html ** I have a table, that it has several rows XD *** I'm using the next: tr style=border: thin solid blue; ** Result: the row hasn't got the blue border :-( :-( Any idea? Any file that I have to search in? Best regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 382 Shredder deleting tickets and attachments?
Hi Paul, This link could help you to understand how a ticket must be deleted: http://wiki.bestpractical.com/view/DatabaseAdmin Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Paul Hirose Enviado el: jueves, 26 de febrero de 2009 21:41 Para: rt-users@lists.bestpractical.com Asunto: [rt-users] 382 Shredder deleting tickets and attachments? If I use the built-in shredder to delete a ticket from the MySQL database, should it delete any attachments that were associated with that ticket? Or must I delete attachments separately? Thank you, PH -- Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife 1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] a question about rigths
I haven't a solution yet because I'rm restoring a database, but the extension has been installed in my testing environment, and I consider that it's very useful. Thanks a lot! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Tim Cutts [mailto:t...@sanger.ac.uk] Enviado el: domingo, 22 de febrero de 2009 9:07 Para: Alberto Villanueva CC: 'Kenneth Crocker'; rt-users@lists.bestpractical.com Asunto: Re: [rt-users] a question about rigths On 20 Feb 2009, at 6:57 am, Alberto Villanueva wrote: Good morning ;) Yes, I have checked all permissions, and nobody has that. Anyway, I will check them again. If you install the RightsMatrix plugin, it makes it much easier to discover how someone has a particular right to a particular queue. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Restore root password
::LoadByCols('RT::User=HASH(0x393a730)',
'Name', 'root') called at
/usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record/Cachable.pm line 119
DBIx::SearchBuilder::Record::Cachable::LoadByCols('RT::User=HASH(0x393a730)',
'Name', 'root') called at /opt/rt3/lib/RT/Record.pm line 350
RT::Record::LoadByCols('RT::User=HASH(0x393a730)', 'Name', 'root')
called at /usr/lib/perl5/site_perl/5.10.0/DBIx/SearchBuilder/Record.pm line 1071
DBIx::SearchBuilder::Record::LoadByCol('RT::User=HASH(0x393a730)',
'Name', 'root') called at /opt/rt3/lib/RT/User_Overlay.pm line 439
RT::User::Load('RT::User=HASH(0x393a730)', 'root') called at -e line 1
(/usr/lib/perl5/5.10.0/Carp.pm:47)
[Fri Feb 20 08:45:42 2009] [error]: Couldn't get principal for not loaded object
(/opt/rt3/lib/RT/User_Overlay.pm:1113)
[Fri Feb 20 08:45:42 2009] [crit]: Can't call method HasRight on an undefined
value at /opt/rt3/lib/RT/User_Overlay.pm line 1209. (/opt/rt3/lib/RT.pm:377)
Can't call method HasRight on an undefined value at
/opt/rt3/lib/RT/User_Overlay.pm line 1209.
Any idea??
Thanks a lot!, and I'm sorry :-(
Regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
http://www.altran.es www.altran.es
image001.jpg___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Users
Hi all, I have two questions: 1.- The users table is related to.. what tables?? 2.- I created a user within rt tool (command line), but the user cannot authenticate via web interface. The question is: what is the attribute that it would permit to do that within rt tool (command line)?? thanks! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Users
The users table is related to Principals :-) The second question is not necessary because I have had via SQL. Thanks a lot! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es _ size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alberto Villanueva Enviado el: viernes, 20 de febrero de 2009 17:39 Para: rt-users@lists.bestpractical.com Asunto: [rt-users] Users Hi all, I have two questions: 1.- The users table is related to.. what tables?? 2.- I created a user within rt tool (command line), but the user cannot authenticate via web interface. The question is: what is the attribute that it would permit to do that within rt tool (command line)?? thanks! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] a question about rigths
Hi all!! I have a question: OwnTicket right involves StealTicket?? Thanks! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Deleted status
Hi, Does anyone know if a ticket has 'deleted' status it will be deleted permanently? Thanks! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Deleted status
Thanks!! I thought that :) Now, if I want to delete several tickets by id, could it be done on shredder? I doesn't accept queries :( Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] Enviado el: jueves, 19 de febrero de 2009 16:32 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Deleted status Nope, it will still exist in the database and will still be viewable if someone knows the id. The only way to truly delete is to use Shredder. Alberto Villanueva wrote: Hi, Does anyone know if a ticket has 'deleted' status it will be deleted permanently? Thanks! Regards, ALBERTO VILLANUEVA VAL Consultor *Altran* ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es http://www.altran.es ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Deleted status
I have a possible solution: - Select tickets - Change to deleted status - Remove to shredder Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alberto Villanueva Enviado el: jueves, 19 de febrero de 2009 16:41 Para: 'Drew Barnes' CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Deleted status Thanks!! I thought that :) Now, if I want to delete several tickets by id, could it be done on shredder? I doesn't accept queries :( Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] Enviado el: jueves, 19 de febrero de 2009 16:32 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Deleted status Nope, it will still exist in the database and will still be viewable if someone knows the id. The only way to truly delete is to use Shredder. Alberto Villanueva wrote: Hi, Does anyone know if a ticket has 'deleted' status it will be deleted permanently? Thanks! Regards, ALBERTO VILLANUEVA VAL Consultor *Altran* ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es http://www.altran.es ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] a question about rigths
Hi! Thanks by the answer ;) But... I have granted the take permission to my users..., and they can steal tickets!! :( :( Any idea? Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Jesse Vincent [mailto:je...@bestpractical.com] Enviado el: jueves, 19 de febrero de 2009 18:00 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] a question about rigths I have a question: OwnTicket right involves StealTicket?? StealTicket means you can take ownership of a ticket someone else owns. OwnTicket is who's allowed to own the ticket at all ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 500 - Internal error
Hi all! I have this problem because I have tried to update lots of tickets. I have resolved giving grant to the rt3 database to the machine_rt_user user. But. now I can initialize session with no user :-( :-( :-( Some idea?? PS. The installation is a production server that it worked fine until 18.30 :-( :-( Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 500 - Internal error
The rt log (/var/log/rt.log) is empty :S :S :S The log of apache (/var/log/httpd/error_log): [Thu Feb 19 19:38:45 2009] [warning]: DBD::mysql::st execute failed: INSERT command denied to user 'vtd_rt_dbuser'@'localhost' for table 'sessions' at /usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm line 44. (/usr/lib/perl5/site_perl/5.10.0/Apache/Session/Store/DBI.pm:44) The log of apache (/var/log/mysql_log): 090219 18:52:45 mysqld started InnoDB: The log sequence number in ibdata files does not match InnoDB: the log sequence number in the ib_logfiles! 090219 18:52:46 InnoDB: Database was not shut down normally! InnoDB: Starting crash recovery. InnoDB: Reading tablespace information from the .ibd files... InnoDB: Restoring possible half-written data pages from the doublewrite InnoDB: buffer... 090219 18:52:51 InnoDB: Started; log sequence number 0 480031337 090219 18:52:54 [Note] /usr/sbin/mysqld-max: ready for connections. Version: '5.0.51a-Max' socket: '/var/lib/mysql/mysql.sock' port: 3306 SUSE MySQL RPM 090219 19:22:37 [Note] /usr/sbin/mysqld-max: Normal shutdown 090219 19:22:37 InnoDB: Starting shutdown... 090219 19:22:39 InnoDB: Shutdown completed; log sequence number 0 482089083 090219 19:22:39 [Note] /usr/sbin/mysqld-max: Shutdown complete 090219 19:22:39 mysqld ended 090219 19:22:40 mysqld started 090219 19:22:40 InnoDB: Started; log sequence number 0 482089083 090219 19:22:40 [Note] /usr/sbin/mysqld-max: ready for connections. Version: '5.0.51a-Max' socket: '/var/lib/mysql/mysql.sock' port: 3306 SUSE MySQL RPM 090219 19:39:40 [Note] /usr/sbin/mysqld-max: Normal shutdown 090219 19:39:40 InnoDB: Starting shutdown... 090219 19:39:42 InnoDB: Shutdown completed; log sequence number 0 482089083 090219 19:39:42 [Note] /usr/sbin/mysqld-max: Shutdown complete 090219 19:39:42 mysqld ended 090219 19:39:42 mysqld started 090219 19:39:42 InnoDB: Started; log sequence number 0 482089083 090219 19:39:42 [Note] /usr/sbin/mysqld-max: ready for connections. Version: '5.0.51a-Max' socket: '/var/lib/mysql/mysql.sock' port: 3306 SUSE MySQL RPM 090219 19:48:36 [Note] /usr/sbin/mysqld-max: Normal shutdown 090219 19:48:38 InnoDB: Starting shutdown... 090219 19:48:39 InnoDB: Shutdown completed; log sequence number 0 482116559 090219 19:48:39 [Note] /usr/sbin/mysqld-max: Shutdown complete 090219 19:48:39 mysqld ended 090219 19:48:40 mysqld started 090219 19:48:40 InnoDB: Started; log sequence number 0 482116559 090219 19:48:40 [Note] /usr/sbin/mysqld-max: ready for connections. Version: '5.0.51a-Max' socket: '/var/lib/mysql/mysql.sock' port: 3306 SUSE MySQL RPM 090219 19:50:42 [Note] /usr/sbin/mysqld-max: Normal shutdown 090219 19:50:42 InnoDB: Starting shutdown... 090219 19:50:43 InnoDB: Shutdown completed; log sequence number 0 482123150 090219 19:50:43 [Note] /usr/sbin/mysqld-max: Shutdown complete 090219 19:50:43 mysqld ended 090219 19:50:43 mysqld started 090219 19:50:43 InnoDB: Started; log sequence number 0 482123150 090219 19:50:43 [Note] /usr/sbin/mysqld-max: ready for connections. Version: '5.0.51a-Max' socket: '/var/lib/mysql/mysql.sock' port: 3306 SUSE MySQL RPM 090219 19:52:22 [Note] /usr/sbin/mysqld-max: Normal shutdown 090219 19:52:22 InnoDB: Starting shutdown... 090219 19:52:24 InnoDB: Shutdown completed; log sequence number 0 482123150 090219 19:52:24 [Note] /usr/sbin/mysqld-max: Shutdown complete 090219 19:52:24 mysqld ended 090219 19:52:24 mysqld started 090219 19:52:24 InnoDB: Started; log sequence number 0 482123150 090219 19:52:24 [Note] /usr/sbin/mysqld-max: ready for connections. Version: '5.0.51a-Max' socket: '/var/lib/mysql/mysql.sock' port: 3306 SUSE MySQL RPM 090219 20:03:34 [Note] /usr/sbin/mysqld-max: Normal shutdown 090219 20:03:36 InnoDB: Starting shutdown... 090219 20:03:37 InnoDB: Shutdown completed; log sequence number 0 482123160 090219 20:03:37 [Note] /usr/sbin/mysqld-max: Shutdown complete 090219 20:03:37 mysqld ended 090219 20:03:37 mysqld started 090219 20:03:38 InnoDB: Started; log sequence number 0 482123160 090219 20:03:38 [Note] /usr/sbin/mysqld-max: ready for connections. Version: '5.0.51a-Max' socket: '/var/lib/mysql/mysql.sock' port: 3306 SUSE MySQL RPM 090219 20:19:43 [Note] /usr/sbin/mysqld-max: Normal shutdown 090219 20:19:45 InnoDB: Starting shutdown... 090219 20:19:46 InnoDB: Shutdown completed; log sequence number 0 482123160 090219 20:19:46 [Note] /usr/sbin/mysqld-max: Shutdown complete 090219 20:19:46 mysqld ended 090219 20:19:46 mysqld started 090219 20:19:46 InnoDB: Started; log sequence number 0 482123160 090219 20:19:46 [Note] /usr/sbin/mysqld-max: ready for connections. Version: '5.0.51a-Max' socket: '/var/lib/mysql/mysql.sock' port: 3306 SUSE MySQL RPM Thanks! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415
Re: [rt-users] a question about rigths
Good morning ;) Yes, I have checked all permissions, and nobody has that. Anyway, I will check them again. Thanks! ;) Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Kenneth Crocker [mailto:kfcroc...@lbl.gov] Enviado el: jueves, 19 de febrero de 2009 19:06 Para: Alberto Villanueva CC: 'Jesse Vincent'; rt-users@lists.bestpractical.com Asunto: Re: [rt-users] a question about rigths Alberto, They shouldn't be able to Steal a ticket (which means it already has an owner) unless that right is being granted somewhere. Have you looked at your global rights? Have you check memberships in groups and roles and compare the rights granted to those? HAve you checked both Global and Queue privileges? Kenn LBNL On 2/19/2009 9:10 AM, Alberto Villanueva wrote: Hi! Thanks by the answer ;) But... I have granted the take permission to my users..., and they can steal tickets!! :( :( Any idea? Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Jesse Vincent [mailto:je...@bestpractical.com] Enviado el: jueves, 19 de febrero de 2009 18:00 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] a question about rigths I have a question: OwnTicket right involves StealTicket?? StealTicket means you can take ownership of a ticket someone else owns. OwnTicket is who's allowed to own the ticket at all ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Remove a ticket
Hi all, I would to remove all tickets, but I don't remove the whole database. Does someone know which the best manner to do that? I have a solution, but I don't know if it's the best: mysql -p password use database delete * from Transactions; delete * from Tickets; Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Remove a ticket
Hi, When I execute the sentence (rt-shredder --force -plugin 'Tickets=status,new'), I get the next error: [warning]: RT::CachedGroupMember-12--- bla,bla,bla I'sorry by the warning. Any idea?? Thanks a lot! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Emmanuel Lacour Enviado el: martes, 17 de febrero de 2009 9:26 Para: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Remove a ticket On Tue, Feb 17, 2009 at 09:21:27AM +0100, Alberto Villanueva wrote: Hi all, I would to remove all tickets, but I don't remove the whole database. Does someone know which the best manner to do that? You can use RTx::Shredder for this (as a module from CPAN if RT 3.8, included in 3.8.x). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Remove a ticket
I also created the indexes: CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled); CREATE INDEX SHREDDER_CGM2 ON CachedGroupMembers(ImmediateParentId, MemberId); CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId); CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference); CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference); CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue); CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue); Saludos, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alberto Villanueva Enviado el: martes, 17 de febrero de 2009 11:03 Para: 'Emmanuel Lacour'; rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Remove a ticket Hi, When I execute the sentence (rt-shredder --force -plugin 'Tickets=status,new'), I get the next error: [warning]: RT::CachedGroupMember-12--- bla,bla,bla I'sorry by the warning. Any idea?? Thanks a lot! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Emmanuel Lacour Enviado el: martes, 17 de febrero de 2009 9:26 Para: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] Remove a ticket On Tue, Feb 17, 2009 at 09:21:27AM +0100, Alberto Villanueva wrote: Hi all, I would to remove all tickets, but I don't remove the whole database. Does someone know which the best manner to do that? You can use RTx::Shredder for this (as a module from CPAN if RT 3.8, included in 3.8.x). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] colorize status
¿Have you tried to colorize using HTML code? :S :S
Regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alex Young
Enviado el: miércoles, 11 de febrero de 2009 2:39
Para: Daniel Cook; rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] colorize status
I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.
Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.
I changed your updated statusInColor code form the WIKI.
# Show status in colour.
sub statusInColor {
my $Ticket = shift;
my $status = $Ticket-Status;
my $css = status . lc $status;
my $cssreply = status . lc reply;
my $LastUpdater = $Ticket-LastUpdatedByObj-EmailAddress;
my $TicketRequestors =
$Ticket-Requestors-MemberEmailAddressesAsString;
my $TicketCC = $Ticket-Cc-MemberEmailAddressesAsString;
my $CurrentUser = $session{'CurrentUser'}-EmailAddress;
# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
if (($CurrentUser ne $LastUpdater) ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
{
my $txn = $Ticket-SeenUpTo or return \div
class=\$css\$status/div;
#my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id. #txn-.$txn-id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id .MarkAsSeen=1.
#txn-.$txn-id;
$status = div class=\$css\$status a
href=\$TicketLink\span class=\$cssreply\New
Reply/span/a/div;
}
else {
$status = div class=\$css\$status/div;
}
return \$status;
}
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users@lists.bestpractical.com
Subject: [rt-users] colorize status
So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2 The question that I have is this...
When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was
I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.
This is how I would like this new reply type flag setup for my list
view. I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.
Is this easily possible? Any advise on how to go about it?
Thanks,
Dan
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] colorize status
The code was HTML embebed :( :( :(. Get up early is bad :P
When I look that code, I will try to suggest something ;)
Regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
-Mensaje original-
De: Alex Young [mailto:alexyo...@scoutsolutions.co.uk]
Enviado el: miércoles, 11 de febrero de 2009 11:04
Para: Alberto Villanueva; rt-users@lists.bestpractical.com
Asunto: RE: [rt-users] colorize status
No, as I based the code on already existing code that did most of the job
already. You're welcome to suggest how it could be improved.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alberto
Villanueva
Sent: 11 February 2009 08:53
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] colorize status
¿Have you tried to colorize using HTML code? :S :S
Regards,
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
www.altran.es
-Mensaje original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Alex Young
Enviado el: miércoles, 11 de febrero de 2009 2:39
Para: Daniel Cook; rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] colorize status
I've been looking at this today and I have it working, but I think the
code needs a bit of a cleanup.
Looking in the files the code that shows the info at the top of the
ticket is in /opt/rt3/share/html/Ticket/Elements/ShowUpdateStatus so I
sourced much of the code from there.
I changed your updated statusInColor code form the WIKI.
# Show status in colour.
sub statusInColor {
my $Ticket = shift;
my $status = $Ticket-Status;
my $css = status . lc $status;
my $cssreply = status . lc reply;
my $LastUpdater = $Ticket-LastUpdatedByObj-EmailAddress;
my $TicketRequestors =
$Ticket-Requestors-MemberEmailAddressesAsString;
my $TicketCC = $Ticket-Cc-MemberEmailAddressesAsString;
my $CurrentUser = $session{'CurrentUser'}-EmailAddress;
# Added $CurentUser ne $LastUpdater to prevent showing New Reply tag
when the last updater is the current user.
if (($CurrentUser ne $LastUpdater) ($TicketRequestors =~
$LastUpdater) || ($TicketCC =~ $LastUpdater))
{
my $txn = $Ticket-SeenUpTo or return \div
class=\$css\$status/div;
#my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id. #txn-.$txn-id;
# Comment out the line above and uncomment the following line to mark
posts as seen when following link.
my $TicketLink = RT-Config-Get('WebPath')
./Ticket/Display.html?id=. $Ticket-id .MarkAsSeen=1.
#txn-.$txn-id;
$status = div class=\$css\$status a
href=\$TicketLink\span class=\$cssreply\New
Reply/span/a/div;
}
else {
$status = div class=\$css\$status/div;
}
return \$status;
}
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Daniel
Cook
Sent: 06 February 2009 22:33
To: rt-users@lists.bestpractical.com
Subject: [rt-users] colorize status
So I've updated the ShowStatusInColor page on the wiki to reflect how I
have implemented this in 3.8.2 The question that I have is this...
When replys are colorized in my list view, the way things are setup
right now, it is done based on who the last person to modify the ticket
was
I have noticed that when I open a ticket that has had a reply there is a
little note at the top of the ticket that sais there are new messages.
This message goes away after I have viewed the message.
This is how I would like this new reply type flag setup for my list
view. I would like it to drop the rep flag and the reply color after I
view the new message - without necessarily making any reply or physical
change to the ticket.
Is this easily possible? Any advise on how to go about it?
Thanks,
Dan
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] change Queue order !!!
Order?? You refers to priority?? Or, text in combo?? Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es _ size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Tariq Doukkali Enviado el: martes, 10 de febrero de 2009 15:32 Para: rt-users@lists.bestpractical.com Asunto: [rt-users] change Queue order !!! Hello all, how can I change the order of my Queues ??? Many Thanks image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT380: Adding custom Status
This will help you :-) http://wiki.bestpractical.com/view/CustomStatuses Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es _ size=2 width=100% align=center De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de O'Leary, Paul Enviado el: jueves, 18 de diciembre de 2008 16:46 Para: rt-users@lists.bestpractical.com CC: polea...@gmail.com Asunto: [rt-users] RT380: Adding custom Status Hello, I am moving from 363 to 380 and in the process need to add in a custom Status that was previously created in out 363 environment. I was not the person who implemented the 363 version, so I am not aware of the details for the changes. I have seen that there are a few arrays that need to be update in RT config files, as well as seeing many new version of files under RT_HOME/local/html. I was wondering if there is any documentation or links that guide you through added a custom status entry. I just don't want to hack away at it, and miss something if there is already docs available. Cheers Paul This email is confidential. Any unauthorized use or disclosure is strictly prohibited. image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT380: Adding custom Status
I would try to write the same in the RT_Config.pm file, and you should remove these lines of the RT_SiteConfig.pm file. And. restart apache Good luck!! Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es _ size=2 width=100% align=center De: O'Leary, Paul [mailto:paul_ole...@breconridge.com] Enviado el: jueves, 18 de diciembre de 2008 17:19 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: RE: [rt-users] RT380: Adding custom Status I have done the same, putting the following into my RT_SiteConfig.pm file # Add the custom status for Complete to config Set(@ActiveStatus, qw(new assesing assessed open stalled complete)); Set(@InactiveStatus, qw(resolved rejected deleted)); Did an httpd restart which restarted apache ok. But I still cannot see the complete status on any of the pages? Is there anything in the RT cache that may need to be cleared out? Mason_data? Cheers Paul _ From: Alberto Villanueva [mailto:alberto.villanu...@altran.es] Sent: Thursday, December 18, 2008 11:14 AM To: O'Leary, Paul Subject: RE: [rt-users] RT380: Adding custom Status I have resolved the same problem to writing the RT_SiteConfig.pm file, and restarting apache. Set(@ActiveStatus, qw(new open stalled your custom statuses with spaces as the others)); Set(@InactiveStatus, qw(resolved rejected deleted)); Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es hr size=2 width=100% align=center De: O'Leary, Paul [mailto:paul_ole...@breconridge.com] Enviado el: jueves, 18 de diciembre de 2008 17:05 Para: Alberto Villanueva; rt-users@lists.bestpractical.com CC: polea...@gmail.com Asunto: RE: [rt-users] RT380: Adding custom Status Thanks, I had seen this before and used to initially to test my status. I am adding a Complete status to my tickets in addition to resolved. It does indeed add the status to the list of statuses in the drop down menu, but it does not show the Complete link in pages that show Open, Resolve, etc. For example the RT at a Glance Quick Search shows only New Open and Stalled, it does not have my Complete column. Also the main ticket display page show Open, Comment, Reply and Resolve as links at the top of the ticket. I would like to have my Complete show there as well. I assume this is where all the local html files come into play to override the defaults. I am looking for a list of files I guess that need to be editing to add the functionality I describe. Sorry if I wasn't clear on what I was looking for. In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of stuff in it, but that doesn't exist on 380 under RTHOME/share/html as it does in 363. There also appears to be several pages under the Elements directory that have changed. Is there a list that shows which files would need to be edited? Or a procedure to follow to add this functionality? Again, many thanks. _ From: Alberto Villanueva [mailto:alberto.villanu...@altran.es] Sent: Thursday, December 18, 2008 10:51 AM To: O'Leary, Paul; rt-users@lists.bestpractical.com Cc: polea...@gmail.com Subject: RE: [rt-users] RT380: Adding custom Status This will help you :-) http://wiki.bestpractical.com/view/CustomStatuses Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es This email is confidential. Any unauthorized use or disclosure is strictly prohibited. This email is confidential. Any unauthorized use or disclosure is strictly prohibited. This email is confidential. Any unauthorized use or disclosure is strictly prohibited. image001.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT380: Adding custom Status
I am according of Drew. I have forgotten to say it. Sorry :( Furthermore, Drew's advice appears in the wiki many times. Once I had to do it in the RT_Config.pm file because the server was changed completely :( :( Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] Enviado el: jueves, 18 de diciembre de 2008 17:35 Para: Alberto Villanueva CC: rt-users@lists.bestpractical.com Asunto: Re: [rt-users] RT380: Adding custom Status It is very bad practice to modify RT_Config rather than RT_SiteConfig since upgrades will overwrite RT_Config. ALL changes that are site-specific should go in RT_SiteConfig. To answer the question asked, I have a script that I run whenever I make changes to my RT: service httpd stop rm -rf /usr/local/rt3/var/mason_data/* service httpd start Alberto Villanueva wrote: I would try to write the same in the RT_Config.pm file, and you should remove these lines of the RT_SiteConfig.pm file. And. restart apache Good luck!! Regards, ALBERTO VILLANUEVA VAL Consultor *Altran* ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es http://www.altran.es size=2 width=100% align=center *De:* O'Leary, Paul [mailto:paul_ole...@breconridge.com] *Enviado el:* jueves, 18 de diciembre de 2008 17:19 *Para:* Alberto Villanueva *CC:* rt-users@lists.bestpractical.com *Asunto:* RE: [rt-users] RT380: Adding custom Status I have done the same, putting the following into my RT_SiteConfig.pm file # Add the custom status for Complete to config Set(@ActiveStatus, qw(new assesing assessed open stalled complete)); Set(@InactiveStatus, qw(resolved rejected deleted)); Did an httpd restart which restarted apache ok. But I still cannot see the complete status on any of the pages? Is there anything in the RT cache that may need to be cleared out? Mason_data? Cheers Paul *From:* Alberto Villanueva [mailto:alberto.villanu...@altran.es] *Sent:* Thursday, December 18, 2008 11:14 AM *To:* O'Leary, Paul *Subject:* RE: [rt-users] RT380: Adding custom Status I have resolved the same problem to writing the RT_SiteConfig.pm file, and restarting apache. Set(@ActiveStatus, qw(new open stalled your custom statuses with spaces as the others)); Set(@InactiveStatus, qw(resolved rejected deleted)); Regards, ALBERTO VILLANUEVA VAL Consultor *Altran* ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es http://www.altran.es hr size=2 width=100% align=center *De:* O'Leary, Paul [mailto:paul_ole...@breconridge.com] *Enviado el:* jueves, 18 de diciembre de 2008 17:05 *Para:* Alberto Villanueva; rt-users@lists.bestpractical.com *CC:* polea...@gmail.com *Asunto:* RE: [rt-users] RT380: Adding custom Status Thanks, I had seen this before and used to initially to test my status. I am adding a Complete status to my tickets in addition to resolved. It does indeed add the status to the list of statuses in the drop down menu, but it does not show the Complete link in pages that show Open, Resolve, etc. For example the RT at a Glance Quick Search shows only New Open and Stalled, it does not have my Complete column. Also the main ticket display page show Open, Comment, Reply and Resolve as links at the top of the ticket. I would like to have my Complete show there as well. I assume this is where all the local html files come into play to override the defaults. I am looking for a list of files I guess that need to be editing to add the functionality I describe. Sorry if I wasn't clear on what I was looking for. In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of stuff in it, but that doesn't exist on 380 under RTHOME/share/html as it does in 363. There also appears to be several pages under the Elements directory that have changed. Is there a list that shows which files would need to be edited? Or a procedure to follow to add this functionality? Again, many thanks. *From:* Alberto Villanueva [mailto:alberto.villanu...@altran.es] *Sent:* Thursday, December 18, 2008 10:51 AM *To:* O'Leary, Paul; rt-users@lists.bestpractical.com *Cc:* polea...@gmail.com *Subject:* RE: [rt-users] RT380: Adding custom Status This will help you J http://wiki.bestpractical.com/view
[rt-users] Trying to set an attachment via command line interface
Dear All, I am trying to set an attachment (plain text) from a ticket. I am using the rt command line interface. Thanks for any hint. God bless ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ 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] Add custom fields
Hello, I'm trying to add a custom field in the file Quick Create, but the CF is a combobox which was created in the user interface. Do you know how I could do it?? Thanks a lot! ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es image001.jpg___ 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] Add custom fields
I have tried the next, but the code is the same that its in the file
Create.html
td colspan=6
/Ticket/Elements/EditCustomFields, QueueObj = $QueueObj
/td
/tr
% if ($TxnCFs-Count) {
% while (my $CF = $TxnCFs-Next()) {
tr
td align=right% $CF-Name %:/td
td /Elements/EditCustomField, CustomField = $CF, NamePrefix =
Object-RT::Transaction--CustomField- em% $CF-FriendlyType
%/em/$
/td/tr
% }
% }
/tr
Thanks!
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
http://www.altran.es www.altran.es
_
size=2 width=100% align=center
De: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] En nombre de Alberto
Villanueva
Enviado el: miércoles, 26 de noviembre de 2008 10:30
Para: rt-users@lists.bestpractical.com
Asunto: [rt-users] Add custom fields
Hello,
Im trying to add a custom field in the file Quick Create, but the CF is a
combobox which was created in the user interface. Do you know how I could do
it??
Thanks a lot!
ALBERTO VILLANUEVA VAL
Consultor
Altran
ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57
http://www.altran.es www.altran.es
image001.jpg___
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] Add a custom status
Hi, I'm doing the same, and I have tried two possibilities but anything has run. When I finish, I'll tell us the solution that I have installed in the production server. Regards, ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 http://www.altran.es www.altran.es _ size=2 width=100% align=center De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Chris Nelson Enviado el: martes, 25 de noviembre de 2008 18:00 Para: rt-users@lists.bestpractical.com Asunto: [rt-users] Add a custom status Greetings all, Is there a way to add a custom status to RT? Specifically, I'd like something that is between open and resolved for my developers that isn't stalled that indicates it's completed but not in production...a status like pending. While I'm figuring out the specific word to use - can anyone direct me on how to add the additional status to the drop down? Any help would be appreciated... -Chris PS. Running Ubuntu Server, RT 3.8.1 image001.jpg___ 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] Modifying source code
hi, how do I know where source code in PHP (of RT) is? I need to modify it for shwoing new controls in the web page. thanks a lot! ALBERTO VILLANUEVA VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es ___ 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] Extensiones for reports
Hi, I have searching new plugins for RT to build new reports. do you know where I can obtain them? thanks a lot, ALBERTO VILLANUEVA VAL Consultor Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es ___ 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] Modidy Requestor
Hello, I'd like to modify the requestor when a new ticket is created. I'm trying next, but I'm not sure: *** Condition - User-defined Action -- User-defined (should it be Create Ticket?? Template empty Custom condition my $trans = $self-TransactionObj; return 0 unless $trans-Field eq 'Owner'; return 1 if $trans-OldValue == RT::Nobody( )-id( ); return 0; Preparation code of customized action - $self-$TransactionObj-SetRequestor(e-mail); $self-$TransactionObj-AddWatcher(Type = Requestor, Email = e-mail); $self-TicketObj-AddWatcher( Type = Cc, Email = e-mail); return 1; Cleanup code od customized action - return 1; *** I don't understand custom condition, and in the preparation code I don't know if I have to use all lines... :( :( :( Thanks a lot! -- ALBERTO VILLANUEVA VAL Consultor Altran ParqueEmpresarial Las Mercedes, Edificio 1 C/ Campezo, 1. 28022 Madrid Tel : + 34 91 744 46 00 Fax: + 34 91 415 24 57 www.altran.es ___ 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
