-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Roy El-Hames
Sent: Monday, June 04, 2007 9:33 AM
To: RT Users
Subject: [rt-users] http://www.bestpractical.com/rt
Hi there;
the problem maybe at my end, but in case is
How can I alter this to make more sense to my users? They
don't necessarily
know what [Mandatory] means and, quite frankly, I think it
could be a bit
clearer myself. Where in the code do I find it to change it?
For this, I modified lib/RT/Interface/Web.pm so that it would set the
failure
I haven't seen this mentioned in here yet, but I stumbled across this
library in CPAN by Nicolas Chuche (Nicolas is also behind
another recent
RT add-on, RTx::Calendar, which is worth checking out as
well) that adds
AJAX autocompletion to email fields in RT. The release in CPAN is
I had a brainwave that said that I could add some custom
field and write
a scrip condition that would check this field on resolve to
see if it
should send the notice or not, but this seemed a little
hokey to me and
I just wonder if there is a better, more efficient, way to
From time to time, I may need to contact each of our users
logged on the Web interface - for maintenance reasons.
Is there a command allowing to list every currently logged user ?
No, and there really isn't a good way to tell, either, unless you are
agressive about harvesting stale
Don't take this the wrong way, but RT is commercial as well as
open source. I've been pleased with RT and the list, but I never
felt entitled to specific answers. I do read the code when I need
to, and I answer questions when I have time and expertise. But if
I didn't have the time or skill
I would like to warn the user before dropping a large
attachment and
give them the opportunity to make a different selection.
I saw this in an earlier email (dated 2006-02-24 from Eric Shultz
TruncateLongAttachments ..), where he had modified the RT
code to do
just that. I've
I found some pieces of code which trigger whether RT shows up
'Comment'-Buttons or not.
Code pieces look like
...userHasRight('CommentOnTicket')
OR
...userHasRight('ModifyTicket') .
Since we have to set ModifyTicket=true to all of our users so
that they
can change custom
Also, according to the BP Wiki (but not tested by me), scrips are
executed in alphanumeric order according to the description.
This was a
huge surprise to me when I read it a couple of days ago :-)
So you might
be able to order the scrips by putting numbers in front of them or
I'm looking for something that will wrap the text - the CSS
solutions I've
tried so far don't appear to work across all the major browsers...
We've spent some time on this and the best CSS minds we've talked
to...don't have any good ideas.
I did some Googling and some testing, and found
Has
anyone configured RT for SSL communications? If so, can you please
provide some guidance.
Roberto,
I took the easy way out and used apache-ssl on my Linux
server. The box
is dedicated to RT so it was quite easy to set up. I'm still
working on
getting non-secure URLs to
I'm still
working on
getting non- secure URLs to redirect to the secure ones
transparently.
I've tried several different mod_rewrite approaches without
success.
- Tim
How about this?
RewriteEngine On
RewriteCond %{SERVER_PORT} !^443$
RewriteRule ^/(.*)
Sounds like someone made a typo. That line:
RT::Action::
needs to be completed with something like:
Notify
SendEmail
UserDefined
AutoOpen
etc.
If you post the rest of the Scrip, I'm sure it will become much more
obvious. If the scrip is global, you should be able to access it via
the RT
Search the mailing lists. I believe I posted code to do this with
javascript.
Eric Schultz
United Online, Inc.
Only with custom development. You could check wiki, but I don't recall
that somebody shared solution.
On 10/13/06, Olaf Hamann [EMAIL PROTECTED] wrote:
Hello list,
is there
I'm sure plenty of users here have their RT instance running on SSL. My
question is, do you notice that the client experience is slower if the
entire site is running through encryption? Has anyone only done
encryption for the login page, then left the rest of the access
unencrypted? If I can
I have a question I am hoping there is a simple answer to a problem
we are having right now. We use the LDAP overlay with RT, so users
can login with their LDAP credentials, and requestors are validated
against LDAP when we enter tickets. However, we are running into a
problem when
I was under the impression that the Status field entries were
from a text file or from the database... but for the life of
me I cannot find the location of where the Status field comes
from. I want to add to the Status fields... where can I make
these changes...
From RT_Config.pm:
#
$MaxAttachmentSize (make sure it's big enough)
$TruncateLongAttachments
(make sure it's undef) $DropLongAttachments (make sure it's undef)
I checked that out, $MaxAttachSize is 10 megs and truncate
and drop are
both undef.
Also saw an earlier post of same issue, and tried
As a side note, can anyone recommend a good MySQL primer?
Be it online
or hardcopy? I have only the most basic knowledge, and would really
like to expand on it.
http://www.oreilly.com/catalog/msql2/
or
http://www.oreilly.com/catalog/mysqlian/
Mathew Snyder
If you want a
I want to know best practice of importing ticket data,
including history,
from a legacy ticket system into RT.
I wrote:
How should I import ticket history into the
Transaction table without risking me kneecaps?
John Doe [EMAIL PROTECTED] wrote:
The command line rt tool is
You're kidding, right?
http://rt.ourcorp.com/Ticket/Display.html?id=477user=guestpass=guest
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Shannon Adams
Sent: Tuesday, August 29, 2006 1:03 PM
To: rt-users@lists.bestpractical.com
Subject:
Jesse,
You mention You might try backporting the new redirect code
from 3.6.
What code is this?
I had my Oracle dba do a database extract and imported it
into mysql and
users who were experiencing the re-login, aren't now...
Interesting. I noticed I had this same re-login problem
Mine is commented out and seem to experience the re-login only on the
first click. For example, after login, if the user just
clicks Home, it
says they aren't logged in.
What I think is interesting is that the problem goes away when you move
to MySQL :-)
Eric Schultz
United Online
Hi all,
I'd like to know if I can get the nice little More About window to
show up for my users. I imported them from LDAP and they're all
privileged, but because of that right, it seems I don't get that nice
little feature :(
Is there a clean way I can enable that for them?
Sure - in
How did you comment out? Like so?
%# unless ($requestor-Privileged) {
%#}
-Original Message-
From: Helmuth Ramirez [mailto:[EMAIL PROTECTED]
Sent: Friday, July 28, 2006 12:56 PM
To: Schultz, Eric; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] More About Window
Just to wrap this up for everyone, Helmuth had commented out the wrong
curly brace :-) We worked it out offline.
Eric Schultz
United Online
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Schultz, Eric
Sent: Friday, July 28, 2006 1:12 PM
:[EMAIL PROTECTED]
Sent: Wednesday, July 26, 2006 10:11 PM
To: Schultz, Eric; Kenneth Crocker
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] priviledge user : one query
Hi,
Thanks Eric, Kenneth for your valuable inputs. I have configured the
same and it is working fine
I created a new status (called pend-close) in RT by adding it to
RT_SiteConfig.pm:
@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected pend-resolve deleted) unless
@InactiveStatus;
When I try to put a ticket in the pend-resolve state RT
On Fri, Jul 21, 2006 at 11:56:44AM +0530, Himanshu Agrawal wrote:
I need to mould RT, such that a few of the Custom Fields
and Subject and
Requestor are mandatory while ticket creation.
I have an approach:
1. Make changes in database - add a field 'required' to table
I'm trying to view a part of the wiki that appears to have
been vandalized by a spammer. Could someone please restore:
http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail?
Should be good to go now.
Eric Schultz
United Online
___
I use this scrip to check the incoming To: address and use that to set
the CF - it could easily be adapted to look at the incoming subject
instead.
Custom action prep code:
---
# Get the message attachment
my $msgatt = $self-TransactionObj-Attachments-First;
return 0 if
You will either end up with redundant data or complaining users. If you
beat your users over the head with the policy to remove previous text
when replying, they won't do it about 10% of the time. If instead you
try to automate removal of quoted text, you get people like me
complaining that you
I'd also run into the problem and mentioned it on the list. I offered a
solution, but was told that it wasn't worth the performance hit to
report accurate information. In case you are interested, I'll provide
here any way.
I created a new subroutine in lib/RT/Tickets_Overlay.pm:
+ # {{{ sub
: Thursday, July 13, 2006 10:42 AM
To: Schultz, Eric
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Q: build a ticket query that selects empty
custom fields
Sorry, RT version is 3.4 on FreeBSD, using Apache 1.3 +modssl
+modperl and MySQL.
Thanks,
John H. Nyhuis
Sr
What version of RT?
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of John H.
Nyhuis
Sent: Wednesday, July 12, 2006 2:58 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Q: build a ticket query that selects empty custom
fields
Brilliant article!
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Michael
Liebman
Sent: Wednesday, June 28, 2006 10:55 AM
To: Barry L. Kline
Cc: RT-List Users
Subject: Re: [rt-users] Setting Status to Open via Template
On 6/28/06, Barry L. Kline [EMAIL
$Ticket-CcAddresses
Eric Schultz
United Online
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Tomasz
Wlodek
Sent: Sunday, June 25, 2006 8:02 AM
To: Undisclosed-recipients
Cc: rt-users@lists.bestpractical.com
Subject: [rt-users] How to show list of Cc:
I know what you mean, and I did something like that in my code that I
backported from 3.5.x to 3.4.x. I added another regex field that said
whether something was mandatory or not, where 1 is mandatory, and 0 is
not:
(?#Year)(?#0)^[12]\d{3}$year, not mandatory
(?#Mandatory)(?#1).
Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Monday, June 26, 2006 8:48 AM
To: Schultz, Eric
Cc: Nick Metrowsky; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Regular Expressions for Custom Field Validation
in RT3.6.0
On Mon, Jun 26, 2006 at 08:22:46AM -0700, Schultz, Eric
It's the max length of the field in the database :-) This is by default
40, as Joshua mentioned.
| Password | varchar(40) | YES | | NULL|
|
Eric Schultz
United Online
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Joshua
Colson
Originally, there was a page at
http://wiki.bestpractical.com/index.cgi?IsReplyEmailOrWeb that described
this, but it appears to be gone now. You can do this in your scrips,
and here is the code:
---
# Get the message attachment
my $msgattr =
Could this also be the trailing slash problem that has been talked about
a lot on the boards lately? That is, your webserver is configured to
have a slash at the end, but not RT_SiteConfig.pm, or vice versa?
Eric Schultz
United Online
-Original Message-
From: [EMAIL PROTECTED]
Since I've made a number of other changes, I can't just give you a
patch. But yes, I thought it was a bug, and I fixed it thusly in
/path/to/your/rt/lib/RT/Interface/Web.pm (this also works for something
that isn't a select one value):
@@ -1217,6 +1217,8 @@
my $cf_values
I don't know what to tell you about the asset tracker code. Maybe you
can use the RT code as a hint for how to fix the AT code.
Eric Schultz
United Online
-Original Message-
From: Philip Kime [mailto:[EMAIL PROTECTED]
Sent: Wednesday, June 07, 2006 5:54 PM
To: Schultz, Eric; RT users
On May 18, 2006, at 11:37 AM, Schultz, Eric wrote:
Eric Schultz
United Online
Heh... i'm reading and responding to my email (offline) on a United
flight from frankfurt to washington... when do we get satellite
hookups to the net? Then I could check my RT status too
When my users are searching for tickets, they select the columns they
want and then search. A lot of them like the spreadsheet view so they
can make reports. One problem is in the spreadsheet view there are a
lot of extra columns that they didn't add. They appear to be most of
the default
As far as I can understand when a new user sends e-mail to RT for the
first time he is created in RT databases, but he cannot logon to RT.
But what should I do if I do not want to create users by e-mail? only
registered users should be able to create tickets. If user
whose e-mail is
not
not being escaped that is affecting the query?
-Tim
-Original Message-
From: Schultz, Eric [mailto:[EMAIL PROTECTED]
Sent: Tuesday, May 23, 2006 3:32 PM
To: Flynn, Timothy J; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Spreadsheet view displays more columns than
At Thursday 5/18/2006 11:08 AM, Schultz, Eric wrote:
And I've noticed that this happens for large attachments - in some
cases at only 2MB, but definitely around the 5 or 10MB
range. BTW, this
is only for an Oracle backend - I have the exact same
configuration with
a MySQL backend
is it posible to edit an existing ticket?
(i.E if there is a mistake in spelling)
Thanks for all help,
Matthias
Sure, if you edit the information the database :-) Here's the query I
use to get the right rows out of the database:
SELECT * FROM attachments WHERE transactionid IN (SELECT
Searchable archive: http://lists.bestpractical.com/search.html
Eric Schultz
United Online
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of
Kristopher LuskSent: Monday, May 08, 2006 12:59
PMTo: 'Kristopher Lusk';
rt-users@lists.bestpractical.comSubject: RE:
I have a customer who wants to tailor his template verbiage
based upon
if the ticket is New, Updated, or Resolved ... I was originally just
going by the $Ticket-Status in the template, but they have a funny
habit of creating the ticket with the open status. Obviously, this
throws off
In path-to-your-RT/share/html/Ticket/Elements/Tabs, search for the
part where it says title = loc('Resolve'), (which, in my code, is
$actions-{'B'}), and change it from Action=Comment to Action=Respond in
the Update.html URL.
Eric Schultz
United Online
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Alex Strachan
Sent: Tuesday, April 11, 2006 9:31 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] TicketSQL,QueryBuilder search
construction for returning ticketid's which don't have
Why not have sendmail/postfix log which mails come to those address?
Travis Campbell wrote:
Hello,
Is there an easy way to search for an email address that has a
specific To:
address?
Here's why I want to do this:
I have RT set up so that isRTAddress() recognizes some of
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