Greg,
Unfortunately, it looks like you made your edits directly to the
versions in the share folder. If you upgrade RT, you will overwrite you
customizations. I recommend taking a look at the wiki, specifically,
http://wiki.bestpractical.com/view/CleanlyCustomizeRT.
In summary, you
Greg,
We do something similar already. We've modified
...share/html/Ticket/Elements/ShowPeople to display each requestors user
name, work phone, mobile phone, a customfield named department
I've attached our version. You should only have copy my file into your
local directory and tweak a
To: Patterson, Craig; RT Users
Subject: Re: [rt-users] RT3.6.5 / LDAP / User Fields not updated
Patterson, Craig wrote:
I'm having a similar issue. I call $UserObj-Update() after
setting
my args. Is there some type of Commit function I need to call
afterwards?
Robert, is this similar to the way
Fabio,
I'm not completely sure what you are asking, but if you're asking how to
extract the username from the email address, we do something similar.
You can override CanonicalizeUserInfo in {RT-HOME}/local/lib/RT/User_Local.pm.
...
my @emailAddress = $$args{'Name');
my @results = split('@',
, February 11, 2008 9:02 AM
To: Patterson, Craig
Cc: RT Users
Subject: Re: [rt-users] Centos 5.1 update blew up RT
What, exactly, is RT doing?
Mathew
Patterson, Craig wrote:
We performed server updates last weekend, including updating Centos
5.0
to 5.1, plus all of the yum updates that go
We performed server updates last weekend, including updating Centos 5.0
to 5.1, plus all of the yum updates that go with it. Now, RT is not
working.
We don't see any messages that stand out in our rt.log or in /var/log/.
Has anyone encountered this problem before?
Craig Patterson
Application
Basically, you use it to replace an email address that you set a pattern
match for in RT_SiteConfig with another address, also set in
RT_SiteConfig
For example, in RT_SiteConfig you set...
Set($CanonicalizeEmailAddressMatch, '@foo\.com$');
Set($CanonicalizeEmailAddressReplace, '@foo.bar.com');
I think there are several ways to deal with this without too much
hassle.
1. Reverse the sort order of the 10 newest unowned tickets to 10
oldest unowned tickets. (That's what we did and you can change through
the gui)
2. Create a saved search for that queue and add it to the At a
As I'm about to apply this patch, I have one question. Will the patch
be implemented in the next release of RT? I'm on 3.6.4 with no plans of
upgrading in the near future, so basically, what I'm asking is, should I
move the SetupSessionCookie file to my local directory, or just apply it
to the
Kenn,
I don't think it's a cookie issue. What we noticed was that the session
file on the server that the cookie referred to didn't have its
attributes filled in. So, I believe the problem is that sometimes the
session file fails to fully write. When we've looked at a file for a
session that
.
Craig
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: Wednesday, December 05, 2007 8:50 AM
To: Patterson, Craig
Cc: Kenneth Crocker; rt Users
Subject: Re: [rt-users] Recurring signin with 3.6.4
Craig and Kenn,
I am curious. What are your reasons for storing
Geoff,
We had a similar issue with Out of Office reply's from Outlook. What we
did, quite simply, was to create a rule in Outlook that automatically
marked those messages as read, which caused the program we used to fetch
the mail to ignore those emails. Seems like you could do something
Matt,
We are running 3.6.4 with AT 1.2.3 without issue.
Craig
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Matt
Gilstrap
Sent: Tuesday, October 30, 2007 10:23 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Asset Tracker
Check out the README that is included with the rt tar.
Basically you need to...
1. cd into the directory that you unpacked the rtX.X.X.tar into(not the
folder you installed rt into).
2. ls the etc/upgrade folder.
3. For each folder higher than your current version
Mike,
I had that problem with version 3.4.2. However, after upgrading to
3.6.4, the problem no longer is an issue.
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Mike
Gracy
Sent: Friday, October 19, 2007 8:48 PM
To: RT-Users@lists.bestpractical.com
AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Apache not starting after upgrade
On 10/19/07, Patterson, Craig [EMAIL PROTECTED] wrote:
Askar,
Forgive me if you've already tried this.
After running make testdeps, if something comes up missing the next step
Askar,
Forgive me if you've already tried this.
After running make testdeps, if something comes up missing the next step
is to run 'make fixdeps'. This will connect to cpan and install your
missing Perl Modules. CPAN will also resolve any dependencies those
modules have.
There are
at the asset and
see all of the tickets associated to it in the Referred to by area.
Craig
-Original Message-
From: Matthew Keller [mailto:[EMAIL PROTECTED]
Sent: Monday, October 15, 2007 10:01 AM
To: Patterson, Craig
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Asset Tracker: add
: Tuesday, October 16, 2007 9:39 AM
To: Patterson, Craig
Cc: Franzini, Gabriele [Nervianoms]; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Asset Tracker: add link to asset from
Ticketcustomfield
What I explained is exactly the same thing, without the need for a
custom field.
On Tue, 2007-10
with
it unless there is a way to update my existing links.
Thanks for the insight,
Craig
-Original Message-
From: Matthew Keller [mailto:[EMAIL PROTECTED]
Sent: Tuesday, October 16, 2007 1:35 PM
To: Patterson, Craig
Cc: Franzini, Gabriele [Nervianoms]; rt-users@lists.bestpractical.com
Subject: RE
Chris,
We take a different approach that works pretty well. We prevent
external emails being sent by filtering them out in our SendMail_Local
file. Basically we only send emails that are verified against LDAP. Of
course, a lot depends on how you determine who is external.
Craig
Everyone,
I apologize for posting this on the RT list, but I can not find even an
archive of the old AT list, and I'm sure I've seen the answer to my
question there.
Basically, I want to be able to link a ticket to an asset by putting the
assets id in a custom field for the ticket. I recall
I assume you want the automatic reply sent to a user on ticket
submission to include your disclaimer. If so, you should only have to
change autoreply template. Otherwise, you could look at the
correspondence template, but I'm not sure how you could determine if it
is the first reply or not.
My version is 3.6.4
I'm working on a script to update users' data from LDAP. Everything is
working fine for the most part, but updating a custom field.
If I use code like this, the value is updated...
my $CFObj = new RT::CustomField($RT::SystemUser);
$CFObj-Load('Department');
Have you looked in {rt-home}/etc/RT_SiteConfig.pm file?
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Fábio M.
Catunda
Sent: Monday, September 24, 2007 3:04 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Link problem in Quick Search.
Not to change directions on you, but you could set up an email address
for each of your queues, then use rt-mailgate and /etc/aliases to create
tickets from those emails in the appropriate appropriate queues. There
are directions on how to do this in the rt_essentials book, the mailing
list, the
:[EMAIL PROTECTED] On Behalf Of
Patterson, Craig
Sent: Monday, September 10, 2007 5:35 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Create new User: assigned ldap value to custom
userfield is overwritten
I'm currently setting up RT 3.6.4 on a CentOs 5 box.
Basically, when we
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