Hi,
I'v installed RTFM and activated canned reply in
/servicos/rt3/local/html/Callbacks/etux/
/servicos/rt3/local/html/Callbacks/etux/Elements
/servicos/rt3/local/html/Callbacks/etux/Elements/MessageBox
/servicos/rt3/local/html/Callbacks/etux/Elements/MessageBox/Default
Hi Folks,
We run RT 3.6.4 currently, and have noticed that if you run a report for
tickets in queue X with start dates between Y and Z, then tickets that
have been merged (but where both have a start date in the appropriate
timespan) don't show up on the report. This is obviously a little
Hi ;
Can anyone help me with the code of how to determine the Business Hours
between 2 dates:
What I got :
my $hours = Business::Hours-new();
$hours-business_hours(
0 = { Name = 'Sunday', Start = undef, End = undef },
1 = { Name = 'Monday', Start = '09:00', End = '17:30' },
2 = {
I haven't been able to sort this out. When I move a ticket from our triage
queue to our TechOps queue it is still reset to new. Anyone have any thoughts
on how to get this working?
Condition: On Queue Change
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom
Matthew;
Why do you need the first if, as your condition is Queue change which
should compensate for :
if ($self-TransactionObj-Type eq Set $self-TransactionObj-Field eq
Queue) {
Also
$self-TransactionObj-NewValue eq TechOps
I am guessing this should be the Queue Id and not Name, ie
At Tuesday 12/4/2007 04:58 AM, Nuno Fernandes wrote:
In the logs i have:
[Tue Dec 4 09:53:42 2007] [error]: error:unexpected end of header
error:couldn't parse head; error near:
teste template (/servicos/rt3/lib/RT/Template_Overlay.pm:338)
Any info?
Thanks
Nuno Fernandes
Hi
Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't
seem to work before which is why it was still in there after Todd's suggestion).
I've tested it on our development server and it seems to do what I think it
should. However, I have admin rights so I need to verify
On Tuesday 04 December 2007 14:34:17 Stephen Turner wrote:
At Tuesday 12/4/2007 04:58 AM, Nuno Fernandes wrote:
In the logs i have:
[Tue Dec 4 09:53:42 2007] [error]: error:unexpected end of header
error:couldn't parse head; error near:
teste template
Does anyone know how to activatecrontool in Windows? I'm using the
Windows version of RT and would like to take advantage of the reminders
option within RT. I have the script that is customized for the
reminders but it requires that you run the crontool to launch it.
Thanks in advance,
Bill
At Tuesday 12/4/2007 09:57 AM, Nuno Fernandes wrote:
No.. it wasn't. It works now.. thanks!! :)
I didn't find any info on the first line being blank. Where did you find it?
Best regards,
Nuno Fernandes
It's a bit obscure - there's a mention of it in
On a new RT installation, when updating a ticket (#28 to be specific), I
get this:
Results
* Message recorded
* Ticket 28: Permission Denied
The updates I made were allowed to occur, but the Permission Denied
error popped up. Any idea why? This user has full rights to update the
So Mathew I am guessing you want tickets moved to the TechOps queue to
change to new if these were moved from TriageQueue , then I would
suggest you do a queue script (ie not global) in the TechOps queue ,
with the On Queue change condition and User defined Action, return 1;
for prep code and
I want the opposite actually. I want the status set to new for every ticket
moving to every queue *except* tickets being moved from TriageQueue to TechOps.
Keep up with me and what I'm up to: http://theillien.blogspot.com
Roy El-Hames wrote:
So Mathew I am guessing you want tickets moved to
You don't say exactly what you're looking for as output. As noted in
the Business::Hours documentation, for_timespan returns a Set::IntSpan,
which is what you're seeing in your dump. Just eyeballing things, it
looks like the 'edges' array contains Unix timestamps corresponding to
the beginnings
Thanks for the help. I've sorted it out but switched things up a little:
if ($self-TransactionObj-OldValue == 1 $self-TransactionObj-NewValue ==
15) {
return undef;
}else{
$self-TicketObj-SetStatus('new');
return 1;
}
Keep up with me and what I'm up to: http://theillien.blogspot.com
Hi Mark;
Thanks for your reply, I am looking for the business hours/ or seconds
between 2 time stamps I had a look at the cpan page before I emailed the
list but unfortuantely I either did not understand it or missing
something .. I also tried the between routine and can't figure it out,
I
Hi,
we are on 3.7.5 trying to setup Self Service.
When trying to login with a user/password we get:
---
System error
error: Can't locate object method new via package URI (perhaps
you forgot to load URI?) at /opt/rt3/lib/RT/Interface/Web.pm line
178.
context:
...
174:
Hi Roy,
I needed a way to subtract business hours from a timestamp so I added my
own sub_seconds() method to the package. I'm not sure if I ever posted it
to the wiki, so here it is. Just include this code at the end of your
program and call it like you would the add_seconds() method. I
I've been digging through the wiki but I have yet to find a solution
to this. Is it possible to autoassign a user based on the to: address?
I want to be able to send email to [EMAIL PROTECTED] which will create a ticket
in the support queue assigned to foo.
Thanks in advance,
Max
--
Debra Deyette
Network and Computer Support Supervisor
Santa Barbara County Education Office
805.964.4710 x5207
---BeginMessage---
Below is the result of your feedback form. It was submitted by
Laura () on Tuesday, December 04, 2007 at 10:48:16
Please ignore this message, group -- sent in error! Sorry
Debra Deyette wrote:
Subject:
Request for Microsupport Form
From:
[EMAIL PROTECTED] (Laura)
Date:
Tue, 4 Dec 2007 10:48:16 -0800 (PST)
To:
[EMAIL PROTECTED]
Hi Max,
This is possible and probably not too difficult.
You can get the To: addresses from the original e-mail using:
my @OriginalTo =
$self-TicketObj-Transactions-First-Attachments-First-GetHeader('To');
or if this is an On Create scrip, you might be able to use (this is
untested):
Hello,
As a novice, I am struggling a bit ( actually a lot ) with two RT features ;
I have searched around and bought the book , but still I am in the weeds.
Any direction will be appreciated.
Issue #1
trying to create CF's with a date popup calendar.
Any
Holger,
We are using 3.4.4 in production and the email with attachments works
fine. So, I have a couple questions for you;
1) is the email itself going out and only the attachment is not or
2) is no email at all going out?
Kenn
LBNL
On 12/4/2007 9:08 AM, Holger Haase wrote:
Hi,
I was wondering whether its possible to allow everybody with an address
like [EMAIL PROTECTED] to create tickets, and reject everyone else.
(rather than give everyone the create ticket permission)
Thanks,
Tom
___
Hi Tom,
I don't think RT lets you do permissions that way. The way I handle a
similar situation is I use the OnCreate scrip to check the address (in the
Prep Action code) and then delete the ticket
($self-TicketObj-SetStatus('deleted');) and return 0 if it's not an
allowed address.
At Tuesday 12/4/2007 04:01 PM, Gene LeDuc wrote:
Hi Tom,
I don't think RT lets you do permissions that way. The way I handle
a similar situation is I use the OnCreate scrip to check the address
(in the Prep Action code) and then delete the ticket
($self-TicketObj-SetStatus('deleted');) and
It may be worth doing it in the mail system before the ticket is
logged to RT. Then you do not have a ticket you need to delete.
Ken
On Tue, Dec 04, 2007 at 01:01:33PM -0800, Gene LeDuc wrote:
Hi Tom,
I don't think RT lets you do permissions that way. The way I handle a
similar situation
On Tue, Dec 04, 2007 at 10:18:20AM -0500, Stephen Turner wrote:
At Tuesday 12/4/2007 09:57 AM, Nuno Fernandes wrote:
No.. it wasn't. It works now.. thanks!! :)
I didn't find any info on the first line being blank. Where did you find
it?
Best regards,
Nuno Fernandes
It's a bit
Depending on how seriously you take that idea, I have a filter for the
Courier MTA that does exactly that:
http://phantom.dragonsdawn.net/~gordon/courier-pythonfilter/latest/filters/privateaddr.py
Kenneth Marshall wrote:
It may be worth doing it in the mail system before the ticket is
logged
I played around a bit this morning and can explain this problem in more
detail.
I have a ticket where my user can not change its status. If i try to
change the status, I get a permission denied error. I can change
anything else with the ticket, but not its status.
I can also change the
Roy,
Issue #1
trying to create CF's with a date popup calendar.
Any docs/examples/hints
Unfortunately, RT doesn't currently support 'Date' custom fields. We'd
love a patch to add it. It's on the eventually list.
Issue #2
I think I need a scrip that would
Holger,
In the template you use for the messages, you need to include:
RT-Attach-Message: yes
to ensure that Attachments get sent.
Cheers,
David
On 05/12/2007, at 3:07 AM, Holger Haase wrote:
Is there anybody out there wha can tell me a solution.
Why are attachments that I add to a reply or
Jesse,
I put something like this (?#Date)^\d{2}/\d{2}/\d{4}$ into the
validation drop-down. I've tested it and it works for me. Hope this helps.
Kenn/Technical Services
On 12/4/2007 2:34 PM, Jesse Vincent wrote:
Roy,
Issue #1
trying to create CF's with a date popup calendar.
On Tue, Dec 04, 2007 at 02:44:54PM -0800, Kenneth Crocker wrote:
Jesse,
I put something like this (?#Date)^\d{2}/\d{2}/\d{4}$ into the
validation drop-down. I've tested it and it works for me. Hope this helps.
Yep. We've done that too, though that doesn't get you smart searching
Jesse,
Kool. Good idea. Thanks.
Kenn
LBNL
On 12/4/2007 2:46 PM, Jesse Vincent wrote:
On Tue, Dec 04, 2007 at 02:44:54PM -0800, Kenneth Crocker wrote:
Jesse,
I put something like this (?#Date)^\d{2}/\d{2}/\d{4}$ into the
validation drop-down. I've tested it and it works for me.
Thank you such quick response this list is awsome !!
( and as my first post to have a response from the name on the book is most
impressive )
I will now go try a figure out the group member requestor scrip with renewed
vigor
RS
___
To all,
I read about this bug in 3.6.0 and I waited until 3.6.4 before
downloading the newest version (3.6.4). Either I missed a module or a
patch or something because RT keeps making sign-in a second time the
moment I select something from the menu after my initial sign-in. I went
looking
* Kenneth Crocker KFCrocker at lbl.gov [2007-04-04 12:32:27 -0700]:
How do I assign permissions such that everyone in a certain group
can view a ticket when a single member of their group opens a ticket
in some queue?
Did you get any answers for this?
Yes, I received a scrip right now
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