I'm just using the custom field at the moment to store the date and time of
which a ticket was re opened. I was using this custom field value in the
file I mentioned in the first message along with code I'm using also. I'm
starting to suspect I do not need a custom field. See image of what I have
Okay, I understand now: you want to track when a ticket moves from resolved
to open (which isn't recorded automatically), not open to resolved (which
is).
- You need to obtain access to the ticket here via shift, not $Ticket.
- One line is missing a terminating semicolon.
- You can use
Hi,
I've installed a brand new debian wheezy box, added RT 4.2.6, but after
enabling the ExternalAuth extension Apache is segfaulting and won't start
until the extenstion is disabled again.
the config used for externalAuth is working on our older ( 4.0.5 ) RT
install.
Anyone got a clue what is
Thank you Alex, that was the missing part (and Hook::LexWrap). Now I
have IR 3.0.0rc2. It is time to test the whole system.
Tamas
on 2014.07.30. 17:01, Alex Vandiver wrote:
On 07/30/2014 02:12 AM, Tamás, Szép wrote:
So what should I do? I am not a great RT/RTIR scientist but I do my best.
The uninitialized value warnings can be solved by changing the test line:
my $CFval = $self-TicketObj-FirstCustomFieldValue(27);
return 1 if defined $CFval and $CFval eq 'yes';
since when the custom field is not set, $CFval will be undefined.
It seems that either your custom field isn't named
I believe that the Absent custom field belongs to users rather than
tickets. If that is correct, your code should read as follows:
my $CFval = $self-TicketObj-OwnerObj-FirstCustomFieldValue(27);
return 1 if defined $CFval and $CFval eq 'Yes';
Note that values are case-sensitive, so a capital Y
Hi Alex,
Yes, it works now! Great!
Now the second step – to check the state.
I think it should be OK when I change my condition to:
return 0 if $self-Status eq 'open';
my $CFval = $self-TicketObj-OwnerObj-FirstCustomFieldValue(27);
return 1 if defined $CFval and $CFval eq 'yes';
right?
How do
Since you only want to run this scrip when correspondence occurs on a
stalled/resolved ticket, and the owner is absent, the following condition
should work:
# is this correspondence?
return if $self-TransactionObj-Type ne 'Correspond';
# is the ticket stalled/resolved?
my $status =
Alex,
Thank you so much, that worked wonderfully !!
I updated the wiki page to say:
Note that Per-Transaction custom fields values are not available to
ScripActions, (RT sets these after the Scrip has been executed) unless you
change the Global Scrip Stage from Normal to
Hi Alex, Thank you for all your help. I really appreciate it.
I used that bit of code, It didn't have to be tweaked (I don't think) as I
used the ISO format for my custom field. However, it does not seem to work.
I can't seem to see where I am going wrong.
The CustomField is storing the correct
That code seems okay to me. Is you anything useful being reported to RT's
debug log?
Replacing all of that code with:
...
value = sub {
return 'this works';
},
...
could be useful in determining whether the problem lies with that code, or
elsewhere (i.e. how the search result column is
This is the debug for my scrip which stores the datetime value for the custom
field.
http://requesttracker.8502.n7.nabble.com/file/n58123/Logs.bmp
As you can see, It is storing the date fine.
I did as you said and inserted This works into the sub content. Nothing
happened. Didn't see it show
Am 30.07.2014 um 17:07 schrieb Alex Vandiver:
On 07/30/2014 02:16 AM, Matthias Henze wrote:
OK, I see ... here are the results:
[snip]
All tests passed, meaning that whatever problem you're having does not
affect our tests, which include sending mail via S/MIME. As such, it is
not a
Well, we were unable to get the RT::Authen::ExternalAuth plugin to work, no
matter what we tried, but I had a co-worker looking over my configs as well,
and I had previously tried to make AD/LDAP auth work by just using Apache to do
it . . . When looking in the vhost conf file for rt, he
If you don't see this works in your search results with that change, then
I'd suspect a problem in how the new column is defined overall.
What's the complete content of the file you're using to define that new
search result column, where are you placing it, and what does your test
search result
On Thu, Jul 31, 2014 at 10:34:42AM +0200, Tamás, Szép wrote:
Thank you Alex, that was the missing part (and Hook::LexWrap). Now I
have IR 3.0.0rc2. It is time to test the whole system.
The latest release of RTIR is 3.0.2, which fixes a number of bugs in
3.0.0rc2
-kevin
pgplIFgz3WK_C.pgp
On 07/31/2014 03:34 AM, Maurice Sienema wrote:
I've installed a brand new debian wheezy box, added RT 4.2.6, but after
enabling the ExternalAuth extension Apache is segfaulting and won't
start until the extenstion is disabled again.
the config used for externalAuth is working on our older (
On 07/31/2014 10:18 AM, Matthias Henze wrote:
Am 30.07.2014 um 17:07 schrieb Alex Vandiver:
All tests passed, meaning that whatever problem you're having does not
affect our tests, which include sending mail via S/MIME. As such, it is
not a fundamental problem with S/MIME in your environment,
Advanced Search:
Query: Queue = 'Helpdesk' AND ( Status = 'new' OR Status = 'open' )
Format: ' * __id__ __WebPath__/Ticket/Display.html?id=__id__
*/TITLE:#',
'* __Subject__ __WebPath__/Ticket/Display.html?id=__id__
*/TITLE:Subject',
'__Status__',
'__QueueName__',
'__OwnerName__',
I'm looking to move my user base away from being all Privileged and making them
Unprivileged so they get the Self Service version of RT. I've created a
single test user to get a feel for what my users will experience. One issue
I've come across is editing the tickets. I've got explict
On Fri, Jul 25, 2014 at 01:56:36PM +, Rob Moerman wrote:
The extension “Quick Update” is no longer available at the link posted off
Best
Practical. The link ([1]https://bestpractical.com/rt/extensions.html?
J:V-region-extension-list.id=40#RT::Extension::QuickUpdate) results in a “not
On Wed, Jul 30, 2014 at 03:52:18PM -0400, Al Joslin wrote:
I can't figure out any way around granting all the ModifyCustomField
permissions on a per-field basis
And if my users don't want to see some of the CF's at the Ticket level
then I'll be granting those on a per-field
On Thu, Jul 31, 2014 at 06:10:11PM +, Cena, Stephen (ext. 300) wrote:
I've come across is editing the tickets. I've got explict permissions on the
Requestor of the ticket (ex: Requestor can make changes to the ticket), but it
looks like Unprivileged is overriding it. I'd like the users to
Hello,
I apologize if this is not the correct way of posting questions, I'm still
relatively new to RT.
Just looking for some advice/guidance on the best way to use RT to populate a
custom field from a database entry.
We currently have a extract info template that goes through and extracts
We are fighting an issue after updating RT from 4.2.3 to 4.2.6 and rt-mailgate.
We also updated our OS to Ubuntu 14.04. Everything seems to be working in RT
except rt-mailgate. I've isolated it to an LWP::Protocol::https::Socket:
Timeout error returned from the post to the RESTful service:
Hello all,
Is it possible to have a query that returns all the tickets that changed the
status from resolved to open?
We need to know how many of the tickets were reopen on an specific period of
time.
Thank you,
Charly
--
RT Training - Boston, September 9-10
The search result format string from the Advanced screen of the search
builder looks okay to me.
The file you've referenced only manages the addition of the field to the
select box on the search builder screen, and is presumably in the correct
location and working if your new field is showing up
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