Has anyone been able to get the RT2toRT3 script working between RT
2.0.15 RT 3.8.1 ?
Has there been substantial changes since 3.6 to the DB ? Wondering
also if a 2 stage upgrade would work RT2--3.6--3.8
Thanks,
Scott
___
Hi Everyone,
Got couple of cosmetic issues I'm trying to solve with RT 3.8.1
1. Entering text in the WYSIWYG editor looks fine, I make the font big,
change the color to Red - but when you view the ticket history it just
shows as all the same size/font, h1 is gone, Red color is gone. (it is
there
Hi David,
The link that Jose posted is pretty similar to what I used to hook into
our ActiveDirectory on Win2k3 server here.
I did make these changes to get it to work however. The Doc I read 12
months ago said to filter on sAMAccountName, that didn't work for me.
#Set($LdapFilter,
But... this leads me to ask a question that may be a really silly one:
do
we need a properly configured /etc/ldap.conf file to get the LDAP Auth
to
work in RT? I thought all the server and connection info put in the
RT/Apache conf file would be enough.
For my installation I didn't touch the
Does the book (RT Essentials) give's good insight on how to build
scrips?
The book is definitely worth getting in general I feel as it has told me
info that I haven't picked up elsewhere. The scripts chapter isn't that
detailed but gives you a good overview.
The Wiki has quite a few
I searched the wiki and I also have the RT book. I wanted to add the
custom field to the auto reply template.
Queue: Printers
Type: HPLJ1320 (-- this is one of my list items)
If you want only 1 value from the Custom Field all you need to add to
the template is.
And so, yes, they DO type their answers into RT - and if some of them
don't when they are afraid of losing a long email, they are
angry against RT : RT supplies an input field, so well, it must supply
the
usual comfort functions supplied by MS-Outlook. This
seems obvious to them.
I don't
If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?
- Multiple Ticket Owners.
- Sub-selections in Custom Field input. Eg) Choose a Department, you
can
then only select certain other fields based on that choice.
- Mandatory
Hi Silvana,
I've had odd results too with Custom Fields on ticket creation with
custom Scrips. Two things I've found which have helped.
1) Turning on Batch mode in RT_SiteConfig.pm alleviates some of the
problems of not knowing which scrip will trigger first.
# Enable Batching of
, 28 Mar 2007 12:16:51 -0400
To: [EMAIL PROTECTED]
From: Scott Golby [EMAIL PROTECTED]
I need to extract the To: to use it with classifying the requests.
If I use {$Transaction-ContentObj-Headers} on a Plain Text email I get
the To: in the list of stuff recorded. If I do it on a HTML Email
Yes, the above are obvious conclusions and common knowledge. However,
in
regards to the third item above, if a person works on the ticket and
does not set any of the custom fields using the Basics or Jumbo menu
selection, Request Tracker does not force the user to select a value
for
a
Scroll to bottom. See where it says Rows per box ? Set it there.
Do you mean Rows per Page ?
I've got it set to Unlimited and it's displaying more than 10 that's for
sure (I had 15 tickets the other day and it was fine), but it's a bit
odd it says 20 highest tickets in the top of the box.
On the topic of custom fields it just says they are adding them in a
later version of RT.
I think the next edition should be twice as long with a lot more
detail on the nitty gritty.
Which version of the Book do you have ? I have the First edition and it
has a couple of sections on Custom
If i start out with both machines equal then make changes to the dev
machine. To bring the production one current all I'd need to do is
rsync
the /opt/rt3 directory to the prod machine?
Basically I'm making sure that what isn't in the DB is contained in
the /path/to/rt3 folder. I'm pretty
My bigger concern is when i go to add things to the interface, or
generally muck around in RT :)
The Interface stuff tends to be editing files in /opt/rt3/local so your
rsync should work there.
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT
For the 'general mucking around' I've
Hi,
Anyone else seeing an issue with Custom Fields not saving when tickets are
created or updated by users with rights ?
For me when a new ticket is created using the SelfService interface everything
works fine ie) using /rt/SelfService/Create.html?Queue=9
All Custom Fields get saved to
When someone creates a ticket, they fill out a few custom fields. How
can I get those fields included with the email that is sent to the
queue owner?
In its simplest form you want something like this
{$Ticket-FirstCustomFieldValue('Custom_Field_Name')}
I'd suggest bookmarking the RT
What is the best way to do this? also what should be backed up?
I'm doing a Dump of the DB
/usr/bin/pg_dump rt3 /root/backups/rt3-db-$TODAY_DATE.sql
Then running tar and picking up that file, the whole of /opt/rt3 and
rolling them into one package. You might also want to pick up the
Apache
I don't think you mentioned which External Authentication method you are
trying to use ?
If you've delegated the work to Apache with $WebExternalAuth = 1; then
I guess the password thing makes sense (can anyone confirm?) From what
I know of that setup its some other mechanism that's in charge
Hi Everyone,
Is there a way to generate a list of all of the mappings which can be
used within the Templates Scrips ?
ie) $Ticket-RequestorAddresses or $Transaction-Description
Looks like there is a lot of useful info that can be extracted and
put into an email or as I'm working towards
Log 1 (Below) : When I login as a user who has a user with the same
userid
and password in RT and Windows Server 2003 active directory
It seems to find the entry but fails the LDAP authentication. The
error
message is in bold .
How were these RT accounts created ?
I found if the accounts
The next step is to edit your webserver's
configuration file to instruct it to use RT's mod_perl,
fastcgi or speedycgi handler.
I haven't found what else I must change in the
Apache's configuration file.
You might want to test mod_perl separately
to check its installed and
I am running rhel4, u3 and i'm suprised Test::Inline has been so hard
to
install from cpan. I have installed the Module::Build from
Did you try this from within the RT directory you unpacked the source to
?
make fixdeps
This has worked fine for me in the past on Red Hat ES3.
Didn't
The unprivileged user has currently the following rights:
- ReplyToTicket
- ShowTicket
- ModifySelf
At least in my testing of v3.6.1 ShowTicket turned out to be Show ANY
Ticket. :-)
What I did was set up the Requestor to have the ability to view their
own ticket. Go into Configuration,
Has anyone noticed with RT 3.6.1 that an otherwise unpriviledged
user
(one who belongs to a group that only has CreateTicket, ReplyTicket,
and
SeeQueue applied and no other perms anywhere) can do a search for %
and view bunch of old, resolved tickets? I've also noticed that
certain
into my shiny new 3.6.1 system and looking around, the look and feel
is
*vastly* different from 3.4.5. Has anyone else had this same problem,
I installed v3.6.1 recently and it worked fine, everything came up on
the screen OK but ewww, I definitely did not like the new look.
You can
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