[rt-users] Additional status in Quicksearch results but not in Quicksearch box

Hi Everybody, I upgraded from RT 3.4.6 to RT 3.8.8. In 3.4.6 it was possible to extend the default Quicksearch results to include other status than new and open without showing them in the Quicksearch box as a new column on the RT at a glance page. I added the following to etc/RT_SiteConfig.pm

[rt-users] Spawn multiple child tickets

Hi everyone, This is driving me crazy, so PLEASE, any help at all is greatly appreciated. Is there a way to have multiple child tickets created based on a Select Multiple custom field? Example: Someone selects Florida and Pennsylvania in the State custom field. I would like this to create 2

[rt-users] Routing New Requests by Time

Hello, I'm on RT 3.8.8. I have a need to route newly created requests for a specific queue to a certain owner depending on time of day. I've created a custom scrip that seems like it should work, but it is hanging on the date call. The log tells me: Can't locate object method date via package

Re: [rt-users] Spawn multiple child tickets

Jonathan, The only thing I have seen is in the Bulk Update the ability to addlinks. But that entails tickets (parent/child) already existing and you want to link them. The only thing I can suggest is to create a scrip for this function. I believe there were a couple out there for something

Re: [rt-users] Spawn multiple child tickets

Thanks for the response, Kenn. I definitely think I'm going to have to write a scrip, but that's where I'm kind of stumped. I wrote multiple scrips (one that creates a child ticket for Florida when it is selected, one for Pennsylvania when it is selected, etc.), and they work individually but

Re: [rt-users] Spawn multiple child tickets

Jonathan, To help, I'd need to see your scrips and know what version you're on. I haven't done a scrip to create children, but I think I can look at some others and help figure them out with you. Kenn LBNL On Wed, Jun 2, 2010 at 10:54 AM, Jonathan Rummel jrum...@imapp.com wrote: Thanks for

Re: [rt-users] Spawn multiple child tickets

Hi, There is a scrip for doing something close to this on the wiki ( http://wiki.bestpractical.com). Have a look there. Actually, I remembered it being named something that most wouldn't search for so here is the link: http://wiki.bestpractical.com/view/Workflow Thanks, Bill On Wed, Jun 2,

[rt-users] RT email time

Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 Any configuration

Re: [rt-users] Spawn multiple child tickets

Thank you, Bill. I will definitely use that to try and get it to work. Kenn, The scrips I wrote look like this: Condition: User Defined Action: Create Tickets Template: Create Child Ticket Stage: TransactionCreate Custom condition: my $trans = $self-TransactionObj; my $ticket =

[rt-users] Due date default time

Is there a way to set a default time for the 'Due Date' field? Regards, Jim Tambling Network Services Data Tote Ltd Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com

[rt-users] Creating a read-only monitor type role

Hello all, I need to create a role (or group) for users that will have read-only access to the system. They need to look at a particular queue, look at the tickets,... but they should not be able to submit tickets, or be assigned a ticket or participate in the workflow. I am playing with the

[rt-users] TimeStamp problem

Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 In MySQL - the ticket

Re: [rt-users] Due date default time

Jim, There are a couple ways. You can do it by setting the basics when you configure a Queue. There is an option in Basics that allows you to specifiy the numbers of days when a ticket should be due. IT displays Requests should be due in days. Filling this out would do it for every ticket in

[rt-users] Ticket TimeStamp problem

Hi, For some reason my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 In MySQL - the ticket

Re: [rt-users] RT email time

On 06/02/2010 08:13 PM, Juan N. DLC wrote: Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dateshttps://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created

Re: [rt-users] Due date default time

Hi Kenn, Thanks for the prompt reply. I obviously did not word my question properly. We set the 'Due Date' manually, as there is no set SLA on requests. It is the time (24hr) that the request is due that we want to set to a default. Regards, Jim -Original Message- From:

Re: [rt-users] RT email time

Hi, In my RT_SiteConfig.pm i have this: # Time Zone: Set($Timezone , 'America/Puerto_Rico'); On Wed, Jun 2, 2010 at 3:31 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 08:13 PM, Juan N. DLC wrote: Hi, For some reazon my RT is sending the emails when any action is

Re: [rt-users] Due date default time

Hi Jim, check out the extension RT::Extension::SLA... I know you said there is no set SLA on the requests, you can have it set the due date to 24hours out. If you need another date (extension of time if you will) you may have to modify the core of the code a little bit. Thanks, Bill On Wed, Jun

Re: [rt-users] RT email time

yes, that is the problem I'm having. Any thoughts? On Wed, Jun 2, 2010 at 3:43 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 09:39 PM, Juan N. DLC wrote: Hi, I have this in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); OK, so the times are

Re: [rt-users] RT email time

On 06/02/2010 09:46 PM, Juan N. DLC wrote: yes, that is the problem I'm having. Any thoughts? Which distribution do you run? What is the output of date +%Z? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP =

Re: [rt-users] RT email time

Racke, we...@srthr31:~$ /bin/date +%Z AST we...@srthr31:~$ uname -a Linux SRTHR31 2.6.31-16-generic-pae #53-Ubuntu SMP Tue Dec 8 05:20:21 UTC 2009 i686 GNU/Linux we...@srthr31:~$ cat /etc/issue Ubuntu 9.10 \n \l On Wed, Jun 2, 2010 at 4:00 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote:

Re: [rt-users] RT email time

On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using?

Re: [rt-users] RT email time

I'm using postfix from box and relay with domain ms-exchange server. i did a sendmail test to my email and checked the Internet headers from email: for jc...@xxx.com; *Wed, 2 Jun 2010 18:30:53 -0400* Received: by SRTHR31.xxx.com (Postfix, from userid 1001) id D227D48318; *Thu, 3 Jun 2010

[rt-users] regex for mac address

I am trying to do a regex for mac address verification. My first attempt looks like this, but did not work. Anyone have any insight as to what I am missing? ^[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}$ -- Troy Knabe kn...@4j.lane.edu Discover RT's hidden

Re: [rt-users] RT email time

Juan, Time is a pain - Generally I do the following and it works well. 1. Set system clock to UTC 2. Set the correct timezone in the OS 3. Setup and run ntpd 4. Set the default Timezone according to RT Docs. In CentOS / RH world this is accomplished by running the setup utility. Ubuuntu

Re: [rt-users] Creating a read-only monitor type role

On Wed, Jun 02, 2010 at 01:19:10PM -0600, Thierry Thelliez wrote: Hello all, I need to create a role (or group) for users that will have read-only access to the system. They need to look at a particular queue, look at the tickets,... but they should not be able to submit tickets, or be

Re: [rt-users] regex for mac address

Hi Troy, The format for MAC addresses is not standardized. I've seen them with (Win, RedHat) and without (Solaris) leading zeros, colons (RH, Solaris) or hyphens (Win) as separators, and uppercase (Win, RedHat) or lowercase (Solaris) hex values. I think I've also seen network gear that

[rt-users] Scrip help please.

Hi, I am sure this is an id10t error, but I am trying to write a scrip that sends an adds a CC to a new ticket whose urgency is Critical (or critical). So far, the closest I have gotten is to have the system add the CC's for every new ticket. Here is the custom condition that is giving me

Re: [rt-users] Creating a read-only monitor type role

Emmanuel, You are right and I overlooked the rights under for that queue for Privileged users. On the other hand there is maybe a UI improvement to consider: If a user has no rights to create a ticket, you can still see the quick ticket creation dialog and the create ticket button, even if using

Re: [rt-users] RT email time

Jason, Thank you for the input I will try this and give update later. On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios jmader...@kpu.net wrote: Juan, Time is a pain - Generally I do the following and it works well. 1. Set system clock to UTC 2. Set the correct timezone in the OS 3.