Dear List,
I have created a Customfield that links to a webpage ( our own backend
system ) for our employees.
We have enabled the SelfService page where our customers can also fill
in that customfield.
The problem I'm having now is that the customer can see the custom field
value, which is
On Wed, Nov 25, 2009 at 09:47:52AM +0100, Richard Pijnenburg wrote:
Dear List,
I have created a Customfield that links to a webpage ( our own backend
system ) for our employees.
We have enabled the SelfService page where our customers can also fill
in that customfield.
The problem
Hi ,
I'm trying to set the Due date of the child Ticket.But my scrips is giving
some error.Please find below the Custom action clean up code used for the same:
my $link = $self-TicketObj-DependedOnBy-Next;
my $duedate = RT::Date-new($RT::SystemUser);
my $hours_duetime = 24;
Hi Emmanuel,
That is correct.
The only problem is:
1. The customer must be able to fill in the customfield with ticket
creation.
2. The customer may view the value of the customfield when viewing the
ticket.
3. the customer may _not_ see the link.
I haven't been able yet to get that effect done
On Wed, Nov 25, 2009 at 10:18:41AM +0100, Richard Pijnenburg wrote:
Hi Emmanuel,
That is correct.
The only problem is:
1. The customer must be able to fill in the customfield with ticket
creation.
2. The customer may view the value of the customfield when viewing the
ticket.
3. the
Hi Emmanuel,
I found that file yeah.
It's only unclear what code I need to make the filter for it.
Unfortunate my coding experience is more in php then perl :-)
Met vriendelijke groet / With kind regards,
Richard Pijnenburg
-Original Message-
From:
On Wed, Nov 25, 2009 at 10:46:18AM +0100, Richard Pijnenburg wrote:
Hi Emmanuel,
I found that file yeah.
It's only unclear what code I need to make the filter for it.
Unfortunate my coding experience is more in php then perl :-)
try something like this (not tested):
diff --git
Hi Emmanuel,
It works perfect :-)
Thanks a lot.
--
Another quick question.
It would be handy for the departments to have different categories in
the queues so I can group them in a way.
For example with our support department I have 3 queues: Support,
Windows, Linux.
These 3 can be in a group
Hello,
How does one enable RT Spell checker in RT 3.8.2?
Thank you in advance,
-Ashish
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Hello,
Some bizarre things have been happening and would like to know if anyone has
seen similar cases.
1. When a long line is in the message body, it runs off the screen.
2. Sometimes, long words, like path names are unnecessarily truncated and
wrapped to the next line even
I tried to send a screen shot but it was too big..
I will try to explain my problem: Inside the message body I keep seeing
horizontal /vertical scroll bars. Why is this happening?
Thank you,
-Ashish
From: Potla, Ashish Bassaliel
Sent: Wednesday, November 25, 2009 2:57 AM
To:
Hi,
try the following from wiki (with tiny code changes)
Condition: Userdefined (
http://wiki.bestpractical.com/view/OnCustomFieldValueChange)
Action: CreateTickets
Template: CreateNewTicket (follow the Approval Ticket creation Template Page
from wiki, replace type: approval with type: ticket)
Hi All ,
I'm trying to set the Due date of child Ticket.But my scrips is giving no
results.Please find below the Custom action clean up code used for the same:
my $duedate = RT::Date-new($RT::SystemUser);
my $hours_duetime = 24;
$duedate-Set(Format='unix', Value=$hours_duetime);
Hello jrummel,
From novice to novice, try a Scrip with something like:
1) Condition: as in OnCustomFieldValueChange (see wiki);
2) Action: User-defined, based upon DivideTicketIntoSubtasks (see
wiki):
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [
Hi Torsten,
I tried this Scrip but it isn't working
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called);
Hi Tony,
i think this is the problem:
$l-BaseObj-SetDue($duedate-ISO);
should by $l-TicketObj-SetDue($duedate-ISO);
Like this:
# your calculations
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
Hi,
carefull with this. This condition will trigger whenever a customfield values
changes, and i thing you need this only when a special CF is changed to a
special value!
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner
Sorry, didn't read all,
1. Condition: CustomCondition:
if ( ($self-TransactionObj-Type eq CustomField ||
$self-TransactionObj-Type eq Create )
($self-TicketObj-FirstCustomFieldValue('YourCustomFieldName') ||
$self-TicketObj-FirstCustomFieldValue('YourCustomFieldName')) ) {
Hi Tony,
confusing ;-) OK, let us give out more:
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj
Hi Torsten,
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called 1);
while (my $dep = $DepOnBy-Next) {
Argh, it is not a good day for coding today.
This should be the correct one:
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
# Update DueTime for Master Ticket
$self-TicketObj-SetDue($duedate-ISO);
# Find
2009/11/25 Tom Lahti t...@bitstatement.net:
SQLite's complete lack of threading model means responding to a single
request at a time.
Simply put, if you have enough users that the possibility of multiple
people requesting information at the same time, or a user request happening
when an
I won't to stop any emails with the Subject line of RE: whatever or Re:
whatever from creating tickets?
Is this something that can be done with sendmail or rtmailgate, while
still retaining the ability for users to create tickets via email?
Thanks,
Paul J
I think your suggested new index in group is correct; that's
eliminated some more slow queries. I think I'll try and put up a
set of annotated additional postgres indexes on the wiki, in lieu
of future updates to the indexes created by the schemas shipped with
RT.
(And possibly influencing
On Wed 25.Nov'09 at 9:42:52 -0600, pjarami...@kcp.com wrote:
I won't to stop any emails with the Subject line of RE: whatever or Re:
whatever from creating tickets?
Is this something that can be done with sendmail or rtmailgate, while
still retaining the ability for users to create
Ashish,
What did you set your wrap configuration to?
Kenn
LBNL
On 11/25/2009 3:07 AM, Potla, Ashish Bassaliel wrote:
I tried to send a screen shot but it was too big..
I will try to explain my problem: Inside the message body I keep
seeing horizontal /vertical scroll bars. Why is this
On Wed 25.Nov'09 at 3:03:05 -0800, Potla, Ashish Bassaliel wrote:
Hello,
Some bizarre things have been happening and would like to know if anyone has
seen similar cases.
What version of RT are you folks running?
-Jesse
1. When a long line is in the message body, it runs
I didnt edit that. Where do you actually set it?
Thanks for your response.
-Ashish
From: Ken Crocker [kfcroc...@lbl.gov]
Sent: Wednesday, November 25, 2009 10:30 PM
To: Potla, Ashish Bassaliel
Cc: rt-us...@bestpractical.com
Subject: Re: [rt-users] FW: Problem with
Sorry about that . It is 3.8.2 (mod_perl2) on a sun solaris machine with an
Oracle Db.
Let me know if you need any other info.
Regards,
-Ashish
From: Jesse Vincent [je...@bestpractical.com]
Sent: Wednesday, November 25, 2009 10:31 PM
To: Potla, Ashish
On Tue 24.Nov'09 at 13:01:39 +0530, Umasankar Pandurangan wrote:
Hi,
I am using RT v3.6.0 on RHEL AS 3 with Oracle 9i as the back-end database on
a Pentium server with 1GB of RAM. This RT instance is hosting two business
applications and there are close to 1200 queues on it.
RT
On Wed, Nov 25, 2009 at 09:10:30AM -0800, Potla, Ashish Bassaliel wrote:
Sorry about that . It is 3.8.2 (mod_perl2) on a sun solaris machine with an
Oracle Db.
We've definitely made wrapping improvements in the past couple point
releases. And one since that last release:
commit
On Mon, Nov 16, 2009 at 10:51:39AM +1100, Stuart Browne wrote:
I'm trying to get the CLI 'rt' tool to create a ticket with a specified owner.
I'm trying:
/opt/rt3/bin/rt create -t ticket set status=new
owner=stuart.bro...@ausregistry.com.au subject=`date +'General Tasks %Y%m
-
I am trying to use 'rt' CLI, but I fail to get any results back from
RT at the command line (No matches found). Following is a short
version of what I get back in reply to rt list
Status !='resolved' and Owner='some_user' and (Queue='xyz1' or
queue='xyz2')
--xYzZY--
HTTP/1.1 200 OK
In testing email interactions with RT, I'm observing the following behavior
with 3.8.6:
Original message:
Testing html-ized mail
-Rob
What I see coming back from RT
begin
Testing html-ized mail.
-Rob
end
Actually - I'm observing this with
The environment I'm about to roll out RT into is pretty much 100%
Outlook/Exchange. Something I'm noticing is that when I respond to a ticket
via email, not only is my response included, but the entire thread
underneath it. I'd like to RT to drop everything beginning from the pattern
of:
This isn't exactly what you are wanting, but a suitable workaround, and is
actually what I believe to be RT's intent.
There are 2 ways to initiate a communication out of RT to an end user. What I
like to call Global reply button, and Inline reply button.
Global reply button, located at the
Thanks. After some googling, I implemented the following in my sendmail.cf
to silently discard the subject lines of my choice with out sending an
annoying reply message
LOCAL_RULESETS
F{FullSubjects} -o /etc/mail/subjects_full
F{PartSubjects} -o /etc/mail/subjects_part
HSubject:
On Wed, Nov 25, 2009 at 02:37:52PM -0600, Robert Nesius wrote:
I see now more clearly RT isn't quite intended to work that way and that
the intent is for
ticket owners to really use the web application as the interface versus
email. I think that's
a paradigm shift I can make. I'm
Robert,
To confuse things even farther, RT can be installed with Incident
Tracker (RT::IR) that extend's RT's functionality. The company I work
for uses it to process incoming abuse tickets. The work flow for that
looks roughly like this:
(In this example, I'll use an incoming Spamcop
HI Robert,
You can interact through email as well, but it's a learning curve that your
crew must go through. They need to know that RT will take whatever it is
getting and log it in the history.
As the ticket owner, instead of using RT's 2 methods of replying, you can mimic
that through
In defence of SQLite (not that I'm especially cheering for it), it
actually is ACID compliant (http://www.sqlite.org/transactional.html,
http://www.sqlite.org/atomiccommit.html) and concurreny issues only
affect writers (readers are fully concurrent;
http://www.sqlite.org/lockingv3.html,
Thanks, Jesse.
Just wanted to check if there are any ways to optimize it that I am not aware
of.
Indeed, we are planning to migrate it to a dual quad core, 4GB RAM server soon.
I will also upgrade RT to the most recent version then.
- Original Message -
From: Jesse Vincent
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