[rt-users] Homepage Refresh Interval inside custom page

2009-06-18 Thread Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Dear RT Developer,
i'm looking for a way for a special custom RT Page to bypass the Homepage 
Refresh interval. I copy and pasted from other pages the following:
 
<& /Elements/Header, Title => loc("Request for Change: User Account"), Refresh 
=> $session{'home_refresh_interval'} &>
 
But now the Homepage Refresh Interval of the user (if set) takes place. How can 
i explicit diasable it for this page, also if a user has set a homepage 
refresh? Is it enough to remove the Refresh Part of the line above?
 
Torsten



Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, 
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[rt-users] two new contributions to the community :-)

2009-06-18 Thread Guadagnino Cristiano
Hi all,
I just wanted to let everybody know that I added two new pages to the RT wiki:

*  MuteResolve - let resolver 
choose not to send email on resolve;
*  OnCreateCheckCF - check 
presence of a mandatory cf on email ticket creation;

Bye
Cris

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[rt-users] Calling a Bash script from RT script !!!

2009-06-18 Thread Tariq Doukkali
Hi,

how can I call a Bash script (/home/user/test.sh) from a RT script 

Many Thanks

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[rt-users] Ticket Dependencies within Template

2009-06-18 Thread Speagle, Andy
Hi folks,

I can't seem to get this right.  I have a template that creates a series of 
child tickets that I want to be interdependent based on the value of one or 
more custom fields.  Everything is working very well, save for actually 
creating the dependencies... here's a bit of the relevant code:

{{{
===Create-Ticket: StepNetwork

.
.
.

Depended-On-By: {
  my $objDepTicket;

  $objDepTicket = $Tickets{'StepTelecomm'}->Id() if ($strPre eq 'Yes');
  $objDepTicket = $Tickets{'TOP'}->Id() if ($strPre eq 'No');

  $objDepTicket;
}

.
.
.

===Create-Ticket: StepTelecomm
}}}

I've tried this various ways... I can't quite figure out how to reference the 
other tickets being created... or the parent ticket (aka TOP) for that 
matter... I've also tried the following unsuccessfully:

{{{
Depended-On-By: {
  my $objDepTicket;

  $objDepTicket = 'StepTelecomm' if ($strPre eq 'Yes');
  $objDepTicket = 'TOP' if ($strPre eq 'No');

  $objDepTicket;
}
}}}

Can anyone clue me in, please?...

Thanks,

Andy Speagle

Rogue Unix Admin
Wichita State University
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[rt-users] urgent: disable search for new watchers

2009-06-18 Thread Violetta J. Wawryk
Hi,

RT is 3.6.1 on a debian system

we just found out that in the people section everyone who can login can 
search for people. So a person who has the following rights:

CreateTicket
ReplyToTicket
SeeQueue
ShowTicket

can go to the people section and do a search like:

userid doesn't contain xyz

he gets all the users of the RT. Since this is a security issue, is 
there anything that I can do to prevent these searches?

It might be disabled in a newer version, if so which would that be?

A quick search on the list didn't give me an answer, therefore I have to 
ask this. Sorry if it's been on the list before.

Quick help is really appreciated, thanks in advance

Regards
Violetta

-- 
 creating IT solutions
Violetta J. Wawryk   science + computing ag
IT-Service   Hagellocher Weg 73
phone +49 7071 9457 282  72070 Tuebingen, Germany
fax   +49 7071 9457 211  www.science-computing.de
-- 
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Dr. Arno Steitz, Dr. Ingrid Zech
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Chairman of the Supervisory Board:
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[rt-users] link from ticket with CFs as areguments

2009-06-18 Thread Kim Jones
Has anyone here figured out or can offer advice as to how to add to the ticket 
metadata page a link to an external form with CFs in the link arguments?

As part of resolving  a ticket we need to use another online form. We'd love to 
have a link on the ticket metadata page to that form that includes arguments 
with the values of CFs so that these values will appear in the appropriate 
places in this other form when we get to it.

So if my custom fields are:

LRCID and title 

we'd like to addd a link like this:

http://blah/form.php?LRCID=378548&title=foobar

We are using RT 3.8.2.

Thanks for your help,
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[rt-users] Implementer comments in a template

2009-06-18 Thread Jeremy Winder
How do I add comments to my templates so they can be backed up or moved
from RT install to RT install with the implementation notes right in the
template?

Thanks,

Jeremy

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Re: [rt-users] urgent: disable search for new watchers

2009-06-18 Thread Ken Crocker
Violetta,


Why is it a security issue? If your privileges are allowing them to 
go to a user "Preferences", then I understand, but to just know what 
UserIds are on the system doesn't seem like a big deal to me.

Kenn
LBNL

On 6/18/2009 7:28 AM, Violetta J. Wawryk wrote:
> Hi,
>
> RT is 3.6.1 on a debian system
>
> we just found out that in the people section everyone who can login can 
> search for people. So a person who has the following rights:
>
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
>
> can go to the people section and do a search like:
>
> userid doesn't contain xyz
>
> he gets all the users of the RT. Since this is a security issue, is 
> there anything that I can do to prevent these searches?
>
> It might be disabled in a newer version, if so which would that be?
>
> A quick search on the list didn't give me an answer, therefore I have to 
> ask this. Sorry if it's been on the list before.
>
> Quick help is really appreciated, thanks in advance
>
> Regards
> Violetta
>
>   
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Re: [rt-users] Implementer comments in a template

2009-06-18 Thread Ken Crocker
Jeremy,

Templates are on the DataBase. Upgrading from version to version 
will NOT erase them. As long as your DBA is doing regular backups (which 
I cannot fathom why they wouldn't), then your templates are safe.


Kenn
LBNL

On 6/18/2009 7:28 AM, Jeremy Winder wrote:
> How do I add comments to my templates so they can be backed up or moved
> from RT install to RT install with the implementation notes right in the
> template?
>
> Thanks,
>
> Jeremy
>
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Re: [rt-users] urgent: disable search for new watchers

2009-06-18 Thread Jerrad Pierce
On Thu, Jun 18, 2009 at 11:27, Ken Crocker wrote:
>    Why is it a security issue? If your privileges are allowing them to
> go to a user "Preferences", then I understand, but to just know what
> UserIds are on the system doesn't seem like a big deal to me.
It gives them in a edge into trying to crack other accounts, because
they then already have half the authentication pair. On the other hand,
they can already determine the name of a privileged user by looking at
who owns their ticket or otherwise converse with them via RT.

-- 
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Re: [rt-users] Implementer comments in a template

2009-06-18 Thread Gene LeDuc
Jeremy, templates use perl code, so just use perl comments:

{ ### This template is for doing something or other.
###  Call me if you have any question. }

Regards,
Gene

At 07:28 AM 6/18/2009, Jeremy Winder wrote:
>How do I add comments to my templates so they can be backed up or moved
>from RT install to RT install with the implementation notes right in the
>template?
>
>Thanks,
>
>Jeremy
>
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Re: [rt-users] urgent: disable search for new watchers

2009-06-18 Thread Ken Crocker

Jerrad,

   Yes, but you can keep them out of other accounts by removing so many 
global privileges and making them "Queue-level" privileges. That way, no 
one can get into a Queue unless specifically allowed to by privileges.


Kenn
LBNL

On 6/18/2009 8:31 AM, Jerrad Pierce wrote:

On Thu, Jun 18, 2009 at 11:27, Ken Crocker wrote:
  

   Why is it a security issue? If your privileges are allowing them to
go to a user "Preferences", then I understand, but to just know what
UserIds are on the system doesn't seem like a big deal to me.


It gives them in a edge into trying to crack other accounts, because
they then already have half the authentication pair. On the other hand,
they can already determine the name of a privileged user by looking at
who owns their ticket or otherwise converse with them via RT.

  
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Re: [rt-users] Implementer comments in a template

2009-06-18 Thread Jeremy Winder
I over simplified my question. I'm not so much worried about losing the
templates in my production RT install. Without backups of it we would
also lose all of the tickets and change audit logs, which would lead to
me finding new employment. 

I'm more curious about the comments because I'm looking at writing a
script that will pull them out of the database and store them in text
files. This way they can be committed to subversion or given to others
trying to solve the same problem.

I didn't consider using {# comment} blocks. They should solve my problem
nicely.

Jeremy

On Thu, 2009-06-18 at 08:29 -0700, Ken Crocker wrote:
> Jeremy,
> 
> Templates are on the DataBase. Upgrading from version to version 
> will NOT erase them. As long as your DBA is doing regular backups (which 
> I cannot fathom why they wouldn't), then your templates are safe.
> 
> 
> Kenn
> LBNL
> 
> On 6/18/2009 7:28 AM, Jeremy Winder wrote:
> > How do I add comments to my templates so they can be backed up or moved
> > from RT install to RT install with the implementation notes right in the
> > template?
> >
> > Thanks,
> >
> > Jeremy
> >
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Re: [rt-users] urgent: disable search for new watchers

2009-06-18 Thread Jerrad Pierce
>     Yes, but you can keep them out of other accounts by removing so many
> global privileges and making them "Queue-level" privileges. That way, no one
> can get into a Queue unless specifically allowed to by privileges.
I think you missed the "crack" part.

If I can get a list of usernames on a system, it's that much easier to run a
dictionary attack against. So joeblow sees that admin1 is a valid account,
starts guessing passwords and eventually ends up logged in as admin1.
Farfetched, and not the most probable scenario/target(RT), but possible.

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Re: [rt-users] urgent: disable search for new watchers

2009-06-18 Thread Kevin Falcone

On Jun 18, 2009, at 10:28 AM, Violetta J. Wawryk wrote:

> we just found out that in the people section everyone who can login  
> can
> search for people. So a person who has the following rights:
>
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
>
> can go to the people section and do a search like:
>
> userid doesn't contain xyz

I suspect you also have granted ShowConfigTab, otherwise
these users wouldn't see the Configuration menu.

There have been numerous fixes to this in the 3.8 series
and 3.6.7 was recently released to fix a different permissions issue

-kevin

>
> he gets all the users of the RT. Since this is a security issue, is
> there anything that I can do to prevent these searches?
>
> It might be disabled in a newer version, if so which would that be?
>
> A quick search on the list didn't give me an answer, therefore I  
> have to
> ask this. Sorry if it's been on the list before.
>
> Quick help is really appreciated, thanks in advance
>
> Regards
> Violetta
>
> -- 
>  creating IT solutions
> Violetta J. Wawryk   science + computing ag
> IT-Service   Hagellocher Weg 73
> phone +49 7071 9457 282  72070 Tuebingen, Germany
> fax   +49 7071 9457 211  www.science-computing.de
> -- 
> Vorstand/Board of Management:
> Dr. Bernd Finkbeiner, Dr. Roland Niemeier,
> Dr. Arno Steitz, Dr. Ingrid Zech
> Vorsitzender des Aufsichtsrats/
> Chairman of the Supervisory Board:
> Michel Lepert
> Sitz/Registered Office: Tuebingen
> Registergericht/Registration Court: Stuttgart
> Registernummer/Commercial Register No.: HRB 382196
>
>
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Re: [rt-users] urgent: disable search for new watchers

2009-06-18 Thread Florian Weimer
* Ken Crocker:

> Violetta,
>
>
> Why is it a security issue?

Email addresses themselves are considered valuable data by some
people.  In this particular case, it might also reveal customer
contacts (which could be abused for various purposes, not just sending
spam).

-- 
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BFK edv-consulting GmbH   http://www.bfk.de/
Kriegsstraße 100  tel: +49-721-96201-1
D-76133 Karlsruhe fax: +49-721-96201-99
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Re: [rt-users] Ticket Dependencies within Template

2009-06-18 Thread Speagle, Andy
Self-Update,

> I can’t seem to get this right.  I have a template that creates a series of 
> child tickets that I want to be
> interdependent based on the value of one or more custom fields.  Everything 
> is working very well, save for
> actually creating the dependencies… here’s a bit of the relevant code:

I resolved this myself, by making the “Preconfigure” custom field mandatory and 
using this code…

{{{
Depended-On-By: {($Tickets{'TOP'}->FirstCustomFieldValue('Preconfigure') eq 
'Yes') ? "StepNetwork" : "StepTelecomm";}
}}}

I’m still a little weirded-out by the fact that the previous code didn’t 
succeed.

> {{{
> Depended-On-By: {
>   my $objDepTicket;
>
>   $objDepTicket = 'StepTelecomm' if ($strPre eq 'Yes');
>   $objDepTicket = 'TOP' if ($strPre eq 'No');
>
>   $objDepTicket;
> }
> }}}

It doesn’t seem significantly different… perhaps someone can clue me in to the 
relevant differences.

Thanks,

Andy Speagle

Rogue Unix Admin
Wichita State University

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Speagle, Andy
Sent: Thursday, June 18, 2009 8:28 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Ticket Dependencies within Template

Hi folks,

I can’t seem to get this right.  I have a template that creates a series of 
child tickets that I want to be interdependent based on the value of one or 
more custom fields.  Everything is working very well, save for actually 
creating the dependencies… here’s a bit of the relevant code:

{{{
===Create-Ticket: StepNetwork

.
.
.

Depended-On-By: {
  my $objDepTicket;

  $objDepTicket = $Tickets{'StepTelecomm'}->Id() if ($strPre eq 'Yes');
  $objDepTicket = $Tickets{'TOP'}->Id() if ($strPre eq 'No');

  $objDepTicket;
}

.
.
.

===Create-Ticket: StepTelecomm
}}}

I’ve tried this various ways… I can’t quite figure out how to reference the 
other tickets being created… or the parent ticket (aka TOP) for that matter… 
I’ve also tried the following unsuccessfully:

{{{
Depended-On-By: {
  my $objDepTicket;

  $objDepTicket = 'StepTelecomm' if ($strPre eq 'Yes');
  $objDepTicket = 'TOP' if ($strPre eq 'No');

  $objDepTicket;
}
}}}

Can anyone clue me in, please?...

Thanks,

Andy Speagle

Rogue Unix Admin
Wichita State University
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Re: [rt-users] urgent: disable search for new watchers

2009-06-18 Thread Raed El-Hames
Violetta;

You also made these people privileged (Let this user be granted rights 
is ticked), the question is do you want them to be privileged, if these 
are your customers then you should untick this and force them into the 
restricted SelfService, if you have to have them privileged then by 
default they will see the peoples tab, and to restrict that you will 
need to add extra code in few places.


Regards;
Roy


Violetta J. Wawryk wrote:
> Hi,
>
> RT is 3.6.1 on a debian system
>
> we just found out that in the people section everyone who can login can 
> search for people. So a person who has the following rights:
>
> CreateTicket
> ReplyToTicket
> SeeQueue
> ShowTicket
>
> can go to the people section and do a search like:
>
> userid doesn't contain xyz
>
> he gets all the users of the RT. Since this is a security issue, is 
> there anything that I can do to prevent these searches?
>
> It might be disabled in a newer version, if so which would that be?
>
> A quick search on the list didn't give me an answer, therefore I have to 
> ask this. Sorry if it's been on the list before.
>
> Quick help is really appreciated, thanks in advance
>
> Regards
> Violetta
>
>   
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[rt-users] Help with Old Status value

2009-06-18 Thread Ken Crocker
To List,

I'm trying to get the old value of the ticket status so I can re-set it. 
So far, I have this:

my $trans = $self->TransactionObj;
my $oldvalue = $trans->Field('Status');
$oldvalue->Load($trans->OldValue );

and it's not working. Can anyone help? Thanks.

Kenn
LBNL
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Re: [rt-users] Requestor eMail

2009-06-18 Thread rmp dmd
Thanks Kevin for the response,

I checking procmail to filter before getting to mailgate however, procmail
filters on a user level and uses user home directory for the configuration
file.

We did not create user for RT, we just forward using alias

ie:

#RT Mailgate user for "production"
prod1: "|/opt/rt3/bin/rt-mailgate --queue prod1 --action correspond --url
http://srv1.domain.net/rt/";
Any email to pr...@srv1.domain.net will go directly to RT Ticketing.  The
messages are stored on the RT DB.

Any more suggestion on what filter system can be used ?

Thanks!
Roehl


===

Filter it before it gets to rt-mailgate, otherwise once you get to
Scrips,
the ticket has already been created.

I believe someone else has already pointed you at the wiki for not
autoreplying

-keivn
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Re: [rt-users] Help with Old Status value

2009-06-18 Thread Raed El-Hames
Ken;

In the nicest possible way you got this wrong by a mile, what are you 
trying to do, ist a scrip action ? do you want to reset the Status as 
soon as its changed to something else? or at a later transaction ie new 
update or modify etc?

Roy

 

Ken Crocker wrote:
> To List,
>
> I'm trying to get the old value of the ticket status so I can re-set it. 
> So far, I have this:
>
> my $trans = $self->TransactionObj;
> my $oldvalue = $trans->Field('Status');
> $oldvalue->Load($trans->OldValue );
>
> and it's not working. Can anyone help? Thanks.
>
> Kenn
> LBNL
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Re: [rt-users] Help with Old Status value

2009-06-18 Thread Ken Crocker
Raed,

HA! I'm not surprised, being a perl newbie. First, I've set the 
condition to check if the user is "resolving" the ticket (working). 
Then, I'm examining a CF to see if it has a value, which is working. If 
the CF has no value then I want to re-set the Ticket Status back to what 
it was. The simple thing would be to make the CF "Mandatory". However, I 
can't do that as my users rarely know what to put into the CF until they 
are about to resolve it. So, I need to check the CF at that point and if 
no value, not let them "resolve" the ticket. Any ideas?

Kenn
LBNL

On 6/18/2009 10:32 AM, Raed El-Hames wrote:
> Ken;
>
> In the nicest possible way you got this wrong by a mile, what are you 
> trying to do, ist a scrip action ? do you want to reset the Status as 
> soon as its changed to something else? or at a later transaction ie 
> new update or modify etc?
>
> Roy
>
>
>
> Ken Crocker wrote:
>> To List,
>>
>> I'm trying to get the old value of the ticket status so I can re-set 
>> it. So far, I have this:
>>
>> my $trans = $self->TransactionObj;
>> my $oldvalue = $trans->Field('Status');
>> $oldvalue->Load($trans->OldValue );
>>
>> and it's not working. Can anyone help? Thanks.
>>
>> Kenn
>> LBNL
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Re: [rt-users] Help with Old Status value

2009-06-18 Thread Ruslan Zakirov
my ($status, $msg) = $self->TicketObj->SetStatus(
$transaction_object->OldValue );
unless ( $status ) {
$RT::Logger->error( "Couldn't set status: $msg" );
return 0;
}

On Thu, Jun 18, 2009 at 10:02 PM, Ken Crocker wrote:
> Raed,
>
> HA! I'm not surprised, being a perl newbie. First, I've set the
> condition to check if the user is "resolving" the ticket (working).
> Then, I'm examining a CF to see if it has a value, which is working. If
> the CF has no value then I want to re-set the Ticket Status back to what
> it was. The simple thing would be to make the CF "Mandatory". However, I
> can't do that as my users rarely know what to put into the CF until they
> are about to resolve it. So, I need to check the CF at that point and if
> no value, not let them "resolve" the ticket. Any ideas?
>
> Kenn
> LBNL
>
> On 6/18/2009 10:32 AM, Raed El-Hames wrote:
>> Ken;
>>
>> In the nicest possible way you got this wrong by a mile, what are you
>> trying to do, ist a scrip action ? do you want to reset the Status as
>> soon as its changed to something else? or at a later transaction ie
>> new update or modify etc?
>>
>> Roy
>>
>>
>>
>> Ken Crocker wrote:
>>> To List,
>>>
>>> I'm trying to get the old value of the ticket status so I can re-set
>>> it. So far, I have this:
>>>
>>> my $trans = $self->TransactionObj;
>>> my $oldvalue = $trans->Field('Status');
>>> $oldvalue->Load($trans->OldValue );
>>>
>>> and it's not working. Can anyone help? Thanks.
>>>
>>> Kenn
>>> LBNL
>>> ___
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
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>>> Commercial support: sa...@bestpractical.com
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>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
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-- 
Best regards, Ruslan.
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Re: [rt-users] Requestor eMail

2009-06-18 Thread Kevin Falcone

On Jun 18, 2009, at 1:10 PM, rmp dmd wrote:

> Thanks Kevin for the response,
>
> I checking procmail to filter before getting to mailgate however,  
> procmail filters on a user level and uses user home directory for  
> the configuration file.
>
> We did not create user for RT, we just forward using alias
>
> ie:
>
> #RT Mailgate user for "production"
> prod1: "|/opt/rt3/bin/rt-mailgate --queue prod1 --action correspond  
> --url http://srv1.domain.net/rt/";
> Any email to pr...@srv1.domain.net will go directly to RT  
> Ticketing.  The messages are stored on the RT DB.
>
> Any more suggestion on what filter system can be used ?

There is nothing stopping you from invoking procmail from aliases and
having procmail invoke the mailgate.  There are several examples if
you search on the wiki for procmail.

You don't say what your mail server is, but I know with postfix you  
could
just have it discard mail from certain addresses before it gets to rt- 
mailgate

This is really more of a question for your mail server than RT

-kevin

>  Filter it before it gets to rt-mailgate, otherwise once you get to
> Scrips,
> the ticket has already been created.
> I believe someone else has already pointed you at the wiki for not
> autoreplying
>
> -keivn
>

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Re: [rt-users] Help with Old Status value

2009-06-18 Thread Ken Crocker

Ruslan,

   Thanks! That will be a big help.

Kenn
LBNL

On 6/18/2009 12:01 PM, Ruslan Zakirov wrote:

my ($status, $msg) = $self->TicketObj->SetStatus(
$transaction_object->OldValue );
unless ( $status ) {
$RT::Logger->error( "Couldn't set status: $msg" );
return 0;
}

On Thu, Jun 18, 2009 at 10:02 PM, Ken Crocker wrote:
  

Raed,

HA! I'm not surprised, being a perl newbie. First, I've set the
condition to check if the user is "resolving" the ticket (working).
Then, I'm examining a CF to see if it has a value, which is working. If
the CF has no value then I want to re-set the Ticket Status back to what
it was. The simple thing would be to make the CF "Mandatory". However, I
can't do that as my users rarely know what to put into the CF until they
are about to resolve it. So, I need to check the CF at that point and if
no value, not let them "resolve" the ticket. Any ideas?

Kenn
LBNL

On 6/18/2009 10:32 AM, Raed El-Hames wrote:


Ken;

In the nicest possible way you got this wrong by a mile, what are you
trying to do, ist a scrip action ? do you want to reset the Status as
soon as its changed to something else? or at a later transaction ie
new update or modify etc?

Roy



Ken Crocker wrote:
  

To List,

I'm trying to get the old value of the ticket status so I can re-set
it. So far, I have this:

my $trans = $self->TransactionObj;
my $oldvalue = $trans->Field('Status');
$oldvalue->Load($trans->OldValue );

and it's not working. Can anyone help? Thanks.

Kenn
LBNL
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Re: [rt-users] link from ticket with CFs as areguments

2009-06-18 Thread Kevin Falcone

On Jun 18, 2009, at 10:39 AM, Kim Jones wrote:

> Has anyone here figured out or can offer advice as to how to add to  
> the ticket metadata page a link to an external form with CFs in the  
> link arguments?
>
> As part of resolving  a ticket we need to use another online form.  
> We'd love to have a link on the ticket metadata page to that form  
> that includes arguments with the values of CFs so that these values  
> will appear in the appropriate places in this other form when we get  
> to it.
>
> So if my custom fields are:
>
> LRCID and title
>
> we'd like to addd a link like this:
>
> http://blah/form.php?LRCID=378548&title=foobar
>
> We are using RT 3.8.2.

You can do this for a single CF using the "Link values to" field on  
the Custom Field Basics page
If you need to include multiple CF or ticket fields in the external  
link, you'll need
to write some code

-kevin

-kevin

>
> Thanks for your help,
> K
>
>
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