[rt-users] Dashboard Custom Configurations
Hello all, I am new to RT but really enjoying it.I wander if this is possible to set up. To make explanation easy lets say I have 3 Departments called: * Dept 1 * Dept 2 * Dept 3 I create three new Dashboards and call them Dept 1, Dept 2 and Dept 3 respectively saving them as RT System's Dashboards. When a user logs in, the Dashboard Portal list all three of these. That works fine. And the user can select for example the Dept 1 Dashboard. That is where my real question begins. So lets assume we not see the Dept 1 Dashboard Can I have: 1) The Quick Search Portal list only Dept 1 Queues. Currently it lists all Queues Or list only a particular Queues that I want it to rather then all Queues that exist. 2) The Saved Searches Portal list only saved searches set up for Dept1. Perhaps we have say 3 custom searches saved for Dept1. Currently is list all saved searches. I assume is that because it looks in a Saved Searches directory and lists everything it finds there. I guess maybe I am asking if it could look into a subdirectory there only. With the saved searches, it seems if I save them with privacy being RT System's that all users can see them listed which makes sense. And it would seem logical then that all are listed. The problem with not saving them as RT System's privacy that other team members don't see them. Just me. Anyone? [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Dashboard Custom Configurations
Thank you so much Kevin. This does make sense. Forgive my newness... but when you refer to Group dashboards, you say You want to do things as Group dashboards instead I am not sure how I define them as Group Dashboards... Is this done by correctly the Group Rights, where I have View Group Dashboards. And if so do I toggle that option off. Thanks again -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, February 14, 2013 12:10 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Dashboard Custom Configurations On Thu, Feb 14, 2013 at 04:37:50PM +, Raymond Corbett wrote: 1) The Quick Search Portal list only Dept 1 Queues. Currently it lists all Queues Or list only a particular Queues that I want it to rather then all Queues that exist. 2) The Saved Searches Portal list only saved searches set up for Dept1. Perhaps we have say 3 custom searches saved for Dept1. Currently is list all saved searches. I assume is that because it looks in a Saved Searches directory and lists everything it finds there. I guess maybe I am asking if it could look into a subdirectory there only. With the saved searches, it seems if I save them with privacy being RT System's that all users can see them listed which makes sense. And it would seem logical then that all are listed. The problem with not saving them as RT System's privacy that other team members don't see them. Just me. You want to do things as Group dashboards instead. That way the users in Dept1 see the Group Dashboard called Dept1 and the saved searches saved into the Dept1 group. You can put your user into the Dept 1 group while you set these up and then take them back out. Similarly, if you want to limit the queues in Quick Search you can not grant SeeQueue and ShowTicket in the irrelevant Queues. This will also limit down the other places the user might see ticket lists. -kevin -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Missing Predefined Search Portal
We installed RT 4.0.10 and all was working fine Suddenly this morning on the RT at a Glance page the My Tickets Portal is missing. In it's place is the text Predefined search My Tickets not found. If I select the Edit option in the large Available selection list on the far left of the interface I now longer have the selection option My Tickets All others are there, QuickCreate, Quicksearch, MyAdminQueus etc. [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Custom Portals or Panes
Can one create custom Portals such as the ones the Gui provides for MyTickets and Unowned Tickets and have them listed in the selection lists where one edits dashboards? General procedure? Or files to look at to see how these are coded? I would want them editable, having a edit button in the corner like the My Tickets and Unowned Ticket ones do. Thanks [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Changing Font Colour
Wandering if it is possible to change font colours at all. I have a case where there are three separate group searches in the Saved Searches portal. There are the group titles if you will such as Dept1's saved searches, Dept2's saved searches etc. Then there are three defined searches in each of those categories which show in bold face text which is fine. I would like to make these red or green as well. Just not sure where this file gets saved that I could access it to include not only bold face but colour as well. Thanks [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Global settings for portals on RT at a Glance
No problem setting the global look of RT at a Glance for all users. My question. How can one globally change the Display Columns in the portal Newest Unowned Tickets? By default the columns are id, subject, queue, satus, created relative, take I would like to add the column for 'Created by' which I can do easily enough, but have that a global change that all users inherit on login. [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Dashboard Sort on a Global Basis
RT at a Glance is displaying our custom Dashboards fine. But as has been
mentioned before they are listed by ID.
We need to have them sorted alphabetically.
I found the thread below.
Will this sort the Dashboards on a Global basis for display on our Global RT at
a Glance page?
The codes snippet below, says 3.8.7 and later in the 3.8 series. Will
this code work in 4.0.10?
And in which directory should this live.
On RT 4.0.0 and later
The MassageDashboards callback was removed in the run up to 4.0.0 in commit
6c815c8https://github.com/bestpractical/rt/commit/6c815c8. In order to affect
dashboard sorting, you'll need to wrap a Perl method in RT::Dashboards and use
the ModifyDashboards callback to ListOfDashboards.
On RT 3.8.7 and later in the 3.8 series [cid:image001.png@01CE103A.F44AE660]
Edithttp://requesttracker.wikia.com/wiki/ManualDashboards?action=editsection=6
Write a callback
html/Callbacks/CustomDashboardSort/Dashboards/index.html/MassageDashboards
%ARGS
$PersonalDashboards
/%ARGS
%INIT
@$PersonalDashboards = sort { $a-Name cmp $b-Name } @$PersonalDashboards
/%INIT
[ARC]http://www.arcproductions.com/
Ray Corbett Technology Projects Manager
p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com
inline: image001.pnginline: image002.gif
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
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[rt-users] Changing Default Values in RT
Is there a file that one can edit the changes/sets the default values in RT. The field we specifically want to change are right now is: Quick Ticket Creation Owner defaults to 'Me'We would like the default to be 'Nobody' [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Suppressing RT System itself entries in Ticket History
Is there a way to suppress the display of the RT System itself entries in Ticket Display? The ones such asThe RT System itself - Outgoing email recorded [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Suppressing RT System itself entries in Ticket History
Forgive me as we are very new the all the settings that RT offers and you are very kind. I would answer generally I would say. We would like to see the a history list on the ticket to track replies and comments and such but do not want to see all history entries such as: Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Outgoing email recorded Fri Feb 22 14:10:57 2013 The RT System itself - Status changed from 'new' to 'open' You explain that this is controlled by the ShowOutgoingEmailIs this an option somewhere, or is it a file that needs edited, or other? I can see no option anywhere in RT 4.0.10 that is labeled ShowOutgoingEmail. And you speak of SkipTransaction callback in ShowHistory.Again are these files that need edited. Sorry I have come a long way in getting an installation that looks like it will work well for us. But just not sure if you talking of options I cant find or files that need edited. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, February 22, 2013 4:29 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Suppressing RT System itself entries in Ticket History On Fri, Feb 22, 2013 at 09:04:20PM +, Raymond Corbett wrote: Is there a way to suppress the display of the RT System itself entries in Ticket Display? Generally or specifically? The ones such asThe RT System itself - Outgoing email recorded Display of this is controlled by the ShowOutgoingEmail right, but keep in mind that this also controls the box on Reply/Comment that shows you who will get email. If you want to prune more transactions, the SkipTransaction callback in ShowHistory is your friend. -kevin -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Code change causing load error Help!
Rt4/share/html/Elements/QuickCreate
The default owner is Meand we wanted to change that to nobody
Original code in file:
select type=select name=Owner
option value=%$session{'CurrentUser'}-id%
selected=selected%|lMe//option
option value=%RT-Nobody-id%%loc('Nobody')%/option
/select
Tried changing to:
select type=select name=Owner
option value=%$session{'CurrentUser'}-id% %|lMe//option
option value=%RT-Nobody-id% selected=selected%loc('Nobody')%/option
/select
Deleted mason_data/obj/* and restarted rt4 server
Error log:
[Tue Feb 26 14:52:02 2013] [error]: could not find component for path 'l'
Stack:
[/n/software/linux/servers/rt4/share/html/Elements/QuickCreate:65]
[/n/software/linux/servers/rt4/share/html/Widgets/TitleBox:56]
[/n/software/linux/servers/rt4/share/html/Elements/QuickCreate:80]
[/n/software/linux/servers/rt4/share/html/Elements/MyRT:95]
[/n/software/linux/servers/rt4/share/html/index.html:78]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
[/n/software/linux/servers/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[ARC]http://www.arcproductions.com/
Ray Corbett Technology Projects Manager
p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com
inline: image001.gif
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Code change causing load error Help!
Emmanuel thank you!
As Emmanuel pointed out I was missing a /
That fixed things up except now I have the owner field but no selections in the
list, the Me and Nobody.
select type=select name=Owner
option value=%$session{'CurrentUser'}-id%|/lMe//option
option value=%RT-Nobody-id% selected=selected%loc('Nobody')%/option
/select
[cid:image002.png@01CE140D.81F376F0]
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raymond Corbett
Sent: Tuesday, February 26, 2013 10:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Code change causing load error Help!
Rt4/share/html/Elements/QuickCreate
The default owner is Meand we wanted to change that to nobody
Original code in file:
select type=select name=Owner
option value=%$session{'CurrentUser'}-id%
selected=selected%|lMe//option
option value=%RT-Nobody-id%%loc('Nobody')%/option
/select
Tried changing to:
select type=select name=Owner
option value=%$session{'CurrentUser'}-id% %|lMe//option
option value=%RT-Nobody-id% selected=selected%loc('Nobody')%/option
/select
Deleted mason_data/obj/* and restarted rt4 server
Error log:
[Tue Feb 26 14:52:02 2013] [error]: could not find component for path 'l'
Stack:
[/n/software/linux/servers/rt4/share/html/Elements/QuickCreate:65]
[/n/software/linux/servers/rt4/share/html/Widgets/TitleBox:56]
[/n/software/linux/servers/rt4/share/html/Elements/QuickCreate:80]
[/n/software/linux/servers/rt4/share/html/Elements/MyRT:95]
[/n/software/linux/servers/rt4/share/html/index.html:78]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
[/n/software/linux/servers/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[ARC]http://www.arcproductions.com/
Ray Corbett Technology Projects Manager
p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com
inline: image002.pnginline: image003.gif
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
[rt-users] (no subject)
We are using RT 4.0.10 I wander if anyone else gets this behavior. which confuses some of our users... The Drop Down Selection menu beside the New ticket In widget button doesn't maintain the selection. For example let's say there are 6 queues there, queue_1, queue_2 , queue_3 etc. The user selects queue_5 in the list. The drop down displays this as the selection for about 2 seconds and then immediately defaults back to the first selection in the list. The queue being submitted to is correct, but users are confused, because by the time they click on the New Ticket IN button, the selection form the pull down menu has already reverted back to the first entry in the list and they try to change it again and again. Also I am wandering which file controls the size of the Pull Down Menu width. Our Queue names are a bit long and some are similar. So just hope to change the width of the field so that the Queue names are easier to read when the pull down is not accessed. [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Editing header on interface
Morning all, Does anyone know where the file lives, that I might edit or other patch to: 1.Move the New Ticket in over to the left a bit. 2. Increase the width of the Pull Down Selection menu that selects the Queues to create the new ticket in. Our Queue names are a bit long perhaps with some common prefixs. Although when making a selection the pull down menu is fine, the folded up menu if you will, is a rather narrow in terms of width. [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Help with Cod Addition
I found this post in regards to RT3
I want to use it in RT 4.0.10 but just a bit afraid of breaking things. So
could someone verify what I am going to try is correct?
Original post:
One way to solve this is to create a dummy queue caled **SELECT QUEUE
(it will appear at the top of your list) - at least the post will not go to a
wrong queue.
We have edited:
/opt/rt3/var/mason_data/obj/standard/Elements/SelectNewTicketQueue
...
#line 26 /opt/rt3/share/html/Elements/SelectNewTicketQueue
#
# Add Label to Queue Drop Down Menu
#
$m-print( 'OPTION VALUE=0SELECT QUEUE
' );
$m-print( '/OPTION
' );
foreach my $queue (@{$session{'create_in_queues'}}) {
$m-print( 'OPTION VALUE=' );
...
You should probably make that change in your local area
(/opt/rt3/local/html/Elements/SelectNewTicketQueue for RedHat). That's
the recommended place to make local customizations, that won't get
overwritten by future updates, nor lost when the cache is cleared.
I am correct in assuming that I should:
Create a directory /opt/rt4/local/html/Elements and then create the
following file and call it SelectNewTicketQueue
Or do I need to copy the original file over to here and add this code to the
existing code?
...
# Add Label to Queue Drop Down Menu
#
$m-print( 'OPTION VALUE=0SELECT QUEUE
' );
$m-print( '/OPTION
' );
foreach my $queue (@{$session{'create_in_queues'}}) {
$m-print( 'OPTION VALUE=' );
...
[ARC]http://www.arcproductions.com/
Ray Corbett Technology Projects Manager
p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com
inline: image001.gif
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Help with Cod Addition
Looks like no code edit or addition is necessary in RT 4.0.10
Just created the **Select Queue queue, gave users rights and works like a
charm.
If the New Ticket In button now without selecting the proper queue at least we
know where to find that tickets.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raymond Corbett
Sent: Wednesday, March 06, 2013 9:48 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Help with Cod Addition
I found this post in regards to RT3
I want to use it in RT 4.0.10 but just a bit afraid of breaking things. So
could someone verify what I am going to try is correct?
Original post:
One way to solve this is to create a dummy queue caled **SELECT QUEUE
(it will appear at the top of your list) - at least the post will not go to a
wrong queue.
We have edited:
/opt/rt3/var/mason_data/obj/standard/Elements/SelectNewTicketQueue
...
#line 26 /opt/rt3/share/html/Elements/SelectNewTicketQueue
#
# Add Label to Queue Drop Down Menu
#
$m-print( 'OPTION VALUE=0SELECT QUEUE
' );
$m-print( '/OPTION
' );
foreach my $queue (@{$session{'create_in_queues'}}) {
$m-print( 'OPTION VALUE=' );
...
You should probably make that change in your local area
(/opt/rt3/local/html/Elements/SelectNewTicketQueue for RedHat). That's
the recommended place to make local customizations, that won't get
overwritten by future updates, nor lost when the cache is cleared.
I am correct in assuming that I should:
Create a directory /opt/rt4/local/html/Elements and then create the
following file and call it SelectNewTicketQueue
Or do I need to copy the original file over to here and add this code to the
existing code?
...
# Add Label to Queue Drop Down Menu
#
$m-print( 'OPTION VALUE=0SELECT QUEUE
' );
$m-print( '/OPTION
' );
foreach my $queue (@{$session{'create_in_queues'}}) {
$m-print( 'OPTION VALUE=' );
...
[ARC]http://www.arcproductions.com/
Ray Corbett Technology Projects Manager
p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com
inline: image001.gif
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Help with Cod Addition
Sincerest applogie, I just found it. Mail filtered it from some reason under some new filter schemes and I missed it. Thanks.You guys are all great. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, March 06, 2013 11:25 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Cod Addition On Wed, Mar 06, 2013 at 03:33:46PM +, Raymond Corbett wrote: Looks like no code edit or addition is necessary in RT 4.0.10 Just created the **Select Queue queue, gave users rights and works like a charm. If the New Ticket In button now without selecting the proper queue at least we know where to find that tickets. I take it you didn't read my reply to your earlier mail to the list? http://www.gossamer-threads.com/lists/rt/users/115072 -kevin -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Charts not available
When attempting to use charts, I get the message Graphical Charts are not Available. Are there additional plug ins or anything needed to use the Chart feature. RT 4.0.10 [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Using Configuration - Theme
To work well with our browser, I made a change to the following css file:
Rt4/share/html/NoAuth/css/aileron/nav.css
I commented the width statement out as shown in the code snippit below. Line
154 actually .
#topactions button, #topactions select, #topactions input{
padding-top: 0em;
padding-bottom: 0em;
/*width: 8em;*/
Of course there is a better way of doing this for the purposes of upgrading and
such.
1 .Can I do this in the Theme window somehow?
ToolsConfigurationToolsThemes
And if so what entry would I make there.
Or
2. Can I make a copy of the file and put it in some other directory (with the
changes) that will not be affected when updating and such.
PerhapsRt4/local/html/NoAuth/css/aileron/nav.css
[ARC]http://www.arcproductions.com/
Ray Corbett Technology Projects Manager
p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com
inline: image001.gif
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
[rt-users] Error message on reminders
We have a ticket that is owned by me, Ray Corbett Logged in as Ray Corbett I selected the ticket and set a Reminder. That reminder displays in my Reminder Portal. All is good. Question 1: 1: User Reza logs in.He was viewing that ticket and made a reply to it. All is good. He has some information to dig up in this regard so he wanted to set a reminder for himself to do so. He selected the ticket and set a reminder to himself. But. in his reminder portal he gets an error message saying: Could not find ticket for reminder 67. Please Contact your Administrator How come? And also how do I clear the error message for him. Question 2: When Reza logs in and selects the Reminder tab on the reminder portal to set a reminder He sees my (Ray Corbetts) reminder request with a clickable radio button in his reminder editor. ?? [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Mail being sent out when a reminder is set
When a user sets a Reminder, RT is sending out mail with the Subject line set to whatever description was used in the Reminder. Example Tue Mar 12 11:36:23 2013: Request 68 was acted upon. Transaction: Ticket created by rcorbett Queue: Lego_Tech_Notes Subject: Reza will be on holiday rest of this week Owner: rcorbett Requestors: Status: new Ticket URL: http://rt.dkp.com:8080/Ticket/Display.html?id=68 Is this happening because a script is being called? Perhaps. 11http://rt.dkp.com:8080/Admin/Global/Scrip.html?id=11 On transaction, add any tags in the transaction's subject to the ticket's subjecthttp://rt.dkp.com:8080/Admin/Global/Scrip.html?id=11 TransactionCreate On Transaction Extract Subject Tag Blank If so, I would assume I toggle this OFF to prevent such mail? [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] do reminders create a new ticket?
Upon looking a bit farther, it seems as though setting a reminder, creates a new ticket? Our ticket is id# 31 When I set a reminder, RT sent mail out as I mentioned before saying Ticket created by rcorbett and provided the url to the ticket as: http://rt.dkp.com:8080/Ticket/Display.html?id=68 I searched for ticket id#68 and there is in fact a new ticket. In the link portal I see: Refers to:(Create) 31: (Ray Corbett) Animation Distributor [open] I am assuming the reminder is a ticket linked to the ticket it refers to? Is that how it works? How do I suppress mail though so that mail is not sent out every time someone sets a reminder indicating a new ticket has been created? [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Misunderstanding in regards to reminders
My sincere apologies. It seems we misunderstood what reminders could do and what they were actually for. We had thought they could perhaps be used to set a reminder for example that additional information was needed, and were sort of a reminder to a user in regards to a ticket. I believe this was wrong on our part. There are for sending out a reminder that a ticket is due in x number of days for example. That sort of thing. Correct? [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Consistant Error when Using Reminders
Having admin rights I don't have any problem with creating reminders. However, everyone else does. Example: Ticket #32 exists. User selects the Ticket and has the metadata page displayed. Using the Reminder portal they create a reminder. On their home page they consistently get the error message: (in their Reminder portal) Couldn't Find Ticket for Reminder# . Contact your administrator. I simply delete the newly create (reminder) ticket to clear the error from their portal. Is there some right that I am not allowing somewhere that results in this message? Or is there some connection between the actual owner of the ticket and who can create a reminder associated with it? Also since I new message is being created when a Reminder it set, is there a way to suppress the mail generated indication a new ticket creation? Without of course suppressing other mail? Thanks. [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Dev mode question
Quick question on Dev mode in RT. Now that we are rolling out RT in the facility. Does Dev mode allow me to work on RT doing tweaks, adding new fields, making changes to users right etc. without upsetting or disturbing things on the release that people are interacting with? And if so, how do I then implement those changes and such onto the floor. [ARC]http://www.arcproductions.com/ Ray Corbett Technology Projects Manager p: 416.682.5200 x5232 | f: 416.682.5209 Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4 www.arcproductions.comhttp://www.arcproductions.com inline: image001.gif -- RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T
[rt-users] Code error following http://requesttracker.wikia.com/wiki/QuickTicket
Found this link to help me put custom fields into the QuickCreate portlet.
Followed all along well.
Get the following error on compile. Anyone have any idea what I might be
doing wrong.
Line in question line 86 which reads var defaultQueue = '% $defaultQueue
%';
});
var defaultQueue = '% $defaultQueue %';
if(defaultQueue == ) {
defaultQueue =
jQuery('#quick-ticket').find('.select-queue[name=Queue]').children().first().text();
}
updateCustomFields(defaultQueue);
});
Error log is:
torrepo:/opt/rt4/var # [Fri Mar 15 18:11:56 2013] [error]: Error during
compilation of
/n/software/linux/servers/rt4/local/html/Elements/QuickTicket:
Global symbol $defaultQueue requires explicit package name at
/n/software/linux/servers/rt4/local/html/Elements/QuickTicket line 86.
Stack:
[/usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Interp.pm:450]
[/usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm:1127]
[/usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm:1060]
[/usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm:1239]
[/n/software/linux/servers/rt4/share/html/Elements/MyRT:95]
[/n/software/linux/servers/rt4/local/html/index.html:78]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
[/n/software/linux/servers/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[ARC]http://www.arcproductions.com/
Ray Corbett Technology Projects Manager
p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com
inline: image001.gif
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
Re: [rt-users] Code error following http://requesttracker.wikia.com/wiki/QuickTicket
The link to the wiki is:
http://requesttracker.wikia.com/wiki/QuickTicket#Add_custom_fields_to_portlet
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raymond Corbett
Sent: Friday, March 15, 2013 3:01 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Code error following
http://requesttracker.wikia.com/wiki/QuickTicket
Found this link to help me put custom fields into the QuickCreate portlet.
Followed all along well.
Get the following error on compile. Anyone have any idea what I might be
doing wrong.
Line in question line 86 which reads var defaultQueue = '% $defaultQueue
%';
});
var defaultQueue = '% $defaultQueue %';
if(defaultQueue == ) {
defaultQueue =
jQuery('#quick-ticket').find('.select-queue[name=Queue]').children().first().text();
}
updateCustomFields(defaultQueue);
});
Error log is:
torrepo:/opt/rt4/var # [Fri Mar 15 18:11:56 2013] [error]: Error during
compilation of
/n/software/linux/servers/rt4/local/html/Elements/QuickTicket:
Global symbol $defaultQueue requires explicit package name at
/n/software/linux/servers/rt4/local/html/Elements/QuickTicket line 86.
Stack:
[/usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Interp.pm:450]
[/usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm:1127]
[/usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm:1060]
[/usr/lib/perl5/site_perl/5.10.0/HTML/Mason/Request.pm:1239]
[/n/software/linux/servers/rt4/share/html/Elements/MyRT:95]
[/n/software/linux/servers/rt4/local/html/index.html:78]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]
[/n/software/linux/servers/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208)
[ARC]http://www.arcproductions.com/
Ray Corbett Technology Projects Manager
p: 416.682.5200 x5232 | f: 416.682.5209
Arc Productions Ltd. | 230 Richmond Street East | Toronto, ON M5A 1P4
www.arcproductions.comhttp://www.arcproductions.com
inline: image001.gif
--
RT training in Amsterdam, March 20-21:
http://bestpractical.com/services/training.html
Help improve RT by taking our user survey:
https://www.surveymonkey.com/s/N23JW9T
[rt-users] Quick Create will not work after making a field mandatory
We need to make a customfield mandatory. Once that is done, Quick Create will no longer work from the RT home page because there is no access to set that customfield. How does one get around this? This is what prompted my desperate search to find out how to create a customfield and imbed it into the QuickCreate portlet. I have seen this asked many times and I have searched for and answer but can not find one.
[rt-users] Custom selection pulldown in QuickCreate portal
I have created a custom pull down selection in the QuickCreate portal after copying the original file over to \local I can select from one any number of Show Names in the list. Can anyone tell me how I can now save that data as custom field data to search on later. I am thinking the magic has to be done index.html? The problem encountered is that we must have a custom field in the Quick Create Portlet. Only one is needed but it is important.
[rt-users] Looking for correct place to put callback
Stubborn I guess but I just keep refusing to give up. Bart offered this solution to me: Basically, get his callback which adds the CF's to the ticket update page and add it to your callback which will get loaded for the quick create box. The only thing I don't know is the name of the callback, but I think you could look in the code of the file you just created and search for callback and you'll get some names (I hope). Otherwise check the wiki page I just linked, it has some info on finding what callback you need to use. Since it is the Quick Create portlet that I want to affect: * I looked into rt4/local/html/Elements and I found QuickCreate which is the code that seems to populate the portlet with all the options * I found in this file% $m-callback(CallbackName = 'InFormElement'); Therefore I assumed that I had to name my callback file InFormElement so I did. My path is: Rt4/local/html/Callbacks/InterfaceCallbacks/Elements/QuickCreate/InFormElement But not go.I notice the customizing with CallBacks doc talks of path to html-page.There is a share/html/Ticket/Create.html but this not the case with Quick Create.It is not called QuickCreate.html Any suggestions to help me out.
[rt-users] Looks like you might have to hack this one (Bart)
Getting closer Bart:
As per:
Looks like you might have to hack this one :S
The callback you found is part of this line:
form
method=post
action=%RT-Config-Get('WebPath')%/index.html
% $m-callback(CallbackName = 'InFormElement');
I am getting closer. Looks promising. However when I attempt to use code
from Ruslan to see where I am at, I get an immediate error with a complaint
about $TicketObj
Error returned: (one line in read)
error:no value sent for required parameter 'TicketObj'
context:
...
91: my $type = $entry-{type};
92: my $name = $entry-{'name'};
93: if ( $type eq 'component' ) {
94: # XXX: security check etc.
95: $m-comp( $name, %{ $entry-{arguments} || {} } );
96: } elsif ( $type eq 'system' ) {
97: $m-comp( '/Elements/ShowSearch', Name = $name, Override = {
Rows = $Rows } );
98: } elsif ( $type eq 'saved' ) {
99: $m-comp( '/Elements/ShowSearch', SavedSearch = $name, Override
= { Rows = $Rows }, IgnoreMissing = 1 );
...
code stack: /n/software/linux/servers/rt4/share/html/Elements/MyRT:95
/n/software/linux/servers/rt4/share/html/index.html:78
/opt/rt4/sbin/../lib/RT/Interface/Web.pm:634
/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335
/n/software/linux/servers/rt4/share/html/autohandler:53
raw error
[rt-users] Where are customfields stored
Where are customfields stored? For example, if I create a custom field and name it Dev Code for exmample. Where does that customfield actually exist in the code base. Assuming I want to load a customfield, how would I identify it by name? For example the one I called Dev Code
[rt-users] RT 4.0.10 Queue not being created
Using the following code in html file:
/Ticket/Elements/EditCustomFields, %ARGS, QueueObj = $QueueObj, InTable =
1
/Ticket/Elements/EditTransactionCustomFields, %ARGS, QueueObj = $QueueObj,
InTable = 1
%INIT
my $Queue = $ARGS{Queue};
my $QueueObj = RT::Queue-new($session{'CurrentUser'});
$QueueObj-Load($Queue) || Abort(loc(Queue could not be loaded.));
/%INIT
System is returning that the message that the Queue could not be loaded
So it is executing that line.
Is there a problem with the code here. Anyone?
File live in /local/html
Thanks
[rt-users] Accessing a Specific CustomField
This line is working fine: my $CFs = $QueueObj-TicketCustomFields(); I am assuming it is pulling all Ticket Custom Fields What if only want to pull the Custom Field with the name of 'Show Tag'
[rt-users] Writing a custom condition for a script
I was reading over the Scripts section of RT Essentials. As stated $self - TicketObj - status eq 'deleted'; Is true whenever the status is changed to deleted. Can someone point me the correct direction with a code line that would say: if the value of CustomFiled Retry is 2 Thanks
Re: [rt-users] Set date format dd/mm/yy
What file do I edit it order to change the date format.
This is exactly what we want as well.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: Tuesday, April 08, 2014 3:43 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set date format dd/mm/yy
On Mon, Apr 07, 2014 at 12:14:25PM -0700, losintikfos wrote:
Hi,
I was wondering if anyone know how to set a RT Config for date format
dd/mm/yy. So far this is my configuration;
if you really want this, use:
Set($DateTimeFormat, {
Format = 'LocalizedDateTime',
Date = 1,
Time = 0,
DateFormat = 'date_format_short'
},
);
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RT Training - Dallas May 20-21
http://bestpractical.com/training
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http://bestpractical.com/training
Re: [rt-users] Set date format dd/mm/yy
I edited our RT_SiteConfig.pm file, adding the following:
Set($DateTimeFormat, {
Format = 'LocalizedDateTime',
Date = 1,
Time = 0,
DateFormat = 'date_format_short'
},
);
In the hopes of not displaying the time in the due date field.
But I am still getting:
Thu Jun 05 00:00:00 2014
Have I done something wrong?
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[rt-users] Deleting time from Due Date Format
I know I can go to the locale settings to change formats. Currenly I am using the date format Thu, Aug 27, 2015 11:32:02 AM The problem is that we want our date format, most specifically Due Date, to simply be Thu, Aug 27, 2015 We do not want to see the time portion, so when we set a Due Date we simply have the date display withought the time portion.. Is there a file I can edit somewhere, to strip out the time portion of the date? Thanks
