Re: [rt-users] referencing a specific Custom Field in a script
Hi Terri,how should this work? If you set this scrip to on Create, then you have not defined the CF Value for Severity so far. How will the ticket created? Via Mail or WebUI? If you have some more information, i can sent you some working scrips from my installation, but i'm using now
3.6.1.Torsten2006/8/17, Terri Bendl [EMAIL PROTECTED]:
We are trying to create a scrip that sets the Priority based on a custom field called Severity. For example, if Severity = Urgent, the Priority should = 100. Here is the script we are using. I have seen other posts of people using this syntax, but we simply cannot get it to work.
Condition: On Create Action: User Defined Custom action preparation code: return 1; Custom action cleanup code: if ($self-TicketObj-FirstCustomFieldValue('Severity') eq Urgent) {
$self-TicketObj-SetPriority( 100 );return 1; } Stage: TransactionCreate Template: Blank It is definitely a problem with the custom field portion of the code... (the SetPriority part works fine if we get rid of the first line that references the custom field)
Any advise??? We are using RT 3.0.8rc1 Thanks in advance. Terri Bendl Network Administrator___
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Re: [rt-users] attachment names problem
Marcin Bujak wrote:
any ideas ?
try change
#my $Filename = $Attachment-head-recommended_filename || eval {
# ${ $Attachment-head-{mail_hdr_hash}{'Content-Disposition'}[0] }
# =~ /^.*\bfilename=(.*)$/ ? $1 : ''
#};
my $ContentDisposition = eval { ${
$Attachment-head-{mail_hdr_hash}{'Content-Disposition'}[0]} };
my $Filename = eval { $ContentDisposition =~
/^.*\bfilename=(.*)$/ ? $1 : '' } ||
eval { $ContentDisposition =~ /^.*(.*)$/ ? $1 : '' };
on $RTHOME/lib/RT/Attachment_Overlay.pm
or custom file on $RTHOME/local/lib/RT/Attachment_Overlay.pm
For me it working with russian attach filenames perfectly.
--
Dmitriy Yermakov
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Re: [rt-users] Corres messages
Kenneth, I think you meant Martyn, We do n't have NotifyActor enabled, (I know what I did so don't need an email to tell me).. however as I understand it, Martyn need NotifyActor enabled and should disable any scrips for Owner change except for Notify Owner (if that make sense). Roy Kenneth Crocker wrote: Roy, Once the user takes the ticket, he becomes the owner, so why would he want an e_mail telling him he took a ticket when he KNOWS he took a ticket? Kenn LBNL Roy El-Hames wrote: Adjust your global/scrips to how you want them ... Roy Martyn Routley wrote: Hi Am I being dense(Answers on a postcard to...) I have installed 3.6.0 from FreeBSD ports and it works. Yay! By default, when a message is sent to rt, a response is sent to the requestor and to the support users to alert them. Once the ticket has been taken by a user, the emails seem to go to everybody except the owner. My question is this. Is it possible to have the messages sent only to the ticket owner and not everyone? Martyn - This message has been scanned for viruses and dangerous content by the http://www.invictawiz.com MailScanner, and is believed to be clean. - ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6 to 3.6.1 server migration
On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote: Hi All, I am planning our RT move from our pilot hardware to our production hardware (fresh box just for RT :). I found a great article in the wiki for the server migration (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ). My question is about 3.6 and 3.6.1 though. I believe I read there were some changes made to the database in 3.6.1, is this change something I can change to my current 3.6 db and just put it over on my new machine running 3.6.1? Or is it a change I'll need to upgrade to as suggested in the article? No database changes between 3.6.0 and 3.6.1. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6 to 3.6.1 server migration
Todd, Can I ask the same question about 3.5.5 - 3.6.0 (and hence 3.6.1)? I have an RT 3.5.5 deployment that started out as a test but unfortunately management got wind and liked what they saw way to much, now I am pondering upgrading to the legitimate stable release. Thanks. BenR -- Todd Chapman [EMAIL PROTECTED] Sent by: [EMAIL PROTECTED] 18/08/2006 11:48 PM To Helmuth Ramirez [EMAIL PROTECTED] cc rt-users@lists.bestpractical.com Subject Re: [rt-users] 3.6 to 3.6.1 server migration On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote: Hi All, I am planning our RT move from our pilot hardware to our production hardware (fresh box just for RT :). I found a great article in the wiki for the server migration (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ). My question is about 3.6 and 3.6.1 though. I believe I read there were some changes made to the database in 3.6.1, is this change something I can change to my current 3.6 db and just put it over on my new machine running 3.6.1? Or is it a change I'll need to upgrade to as suggested in the article? No database changes between 3.6.0 and 3.6.1. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6 to 3.6.1 server migration
look into /etc/upgrade from the tar.gz file, there are the version inside where you need to update the DBtorsten2006/8/18, Benjamin Robson [EMAIL PROTECTED]: Todd, Can I ask the same question about 3.5.5 - 3.6.0 (and hence 3.6.1)? I have an RT 3.5.5 deployment that started out as a test but unfortunately management got wind and liked what they saw way to much, now I am pondering upgrading to the legitimate stable release. Thanks. BenR -- Todd Chapman [EMAIL PROTECTED] Sent by: [EMAIL PROTECTED] 18/08/2006 11:48 PM To Helmuth Ramirez [EMAIL PROTECTED] cc rt-users@lists.bestpractical.com Subject Re: [rt-users] 3.6 to 3.6.1 server migration On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote: Hi All, I am planning our RT move from our pilot hardware to our production hardware (fresh box just for RT :). I found a great article in the wiki for the server migration (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ). My question is about 3.6 and 3.6.1 though. I believe I read there were some changes made to the database in 3.6.1, is this change something I can change to my current 3.6 db and just put it over on my new machine running 3.6.1? Or is it a change I'll need to upgrade to as suggested in the article? No database changes between 3.6.0 and 3.6.1. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.comCommercial support: [EMAIL PROTECTED]Discover RT's hidden secrets with RT Essentials from O'Reilly Media.Buy a copy at http://rtbook.bestpractical.com-- MFGTorsten Brummhttp://www.torsten-brumm.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] 3.6 to 3.6.1 server migration
So would it be safe to say I can install a fresh copy of 3.6.1 on my new box, drop the db, put the 'old' db on it and run it? Sorry about the questions, just rather be safe than sorry. Cheers -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Friday, August 18, 2006 9:48 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] 3.6 to 3.6.1 server migration On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote: Hi All, I am planning our RT move from our pilot hardware to our production hardware (fresh box just for RT :). I found a great article in the wiki for the server migration (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ). My question is about 3.6 and 3.6.1 though. I believe I read there were some changes made to the database in 3.6.1, is this change something I can change to my current 3.6 db and just put it over on my new machine running 3.6.1? Or is it a change I'll need to upgrade to as suggested in the article? No database changes between 3.6.0 and 3.6.1. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] attachment names problem
its working !!! thanks a lot Marcin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re: 3.6 to 3.6.1 server migration
I wrote that srtciale actually ... I've just done a 3.6.0 to 3.6.1 migration - there are no schema changes so all you need to do is a dump and import, that's it. Be aware that 3.6.1 needs a couple of extra Perl modules though - do a make testdeps in the 3.6.1 tree to check for these. PK ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] 3.6 to 3.6.1 server migration
Why will you drop the DB? Will you loose your data? From my last migration, it was enough to do a make install and NO Make Initialize-database. Mit freundlichen Gruessen / With kindest regards Torsten Brumm Kuehne + Nagel Ferdinand Strasse 29-33 20095 Hamburg Germany Tel: +49 40 329 15 199 Fax: +49 40 329 15 500 Www: www.kuehne-nagel.com -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Friday, August 18, 2006 5:14 PM To: Todd Chapman Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] 3.6 to 3.6.1 server migration So would it be safe to say I can install a fresh copy of 3.6.1 on my new box, drop the db, put the 'old' db on it and run it? Sorry about the questions, just rather be safe than sorry. Cheers -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Friday, August 18, 2006 9:48 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] 3.6 to 3.6.1 server migration On Fri, Aug 18, 2006 at 08:58:03AM -0400, Helmuth Ramirez wrote: Hi All, I am planning our RT move from our pilot hardware to our production hardware (fresh box just for RT :). I found a great article in the wiki for the server migration (http://wiki.bestpractical.com/index.cgi?MigrateToNewServer ). My question is about 3.6 and 3.6.1 though. I believe I read there were some changes made to the database in 3.6.1, is this change something I can change to my current 3.6 db and just put it over on my new machine running 3.6.1? Or is it a change I'll need to upgrade to as suggested in the article? No database changes between 3.6.0 and 3.6.1. -Todd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Corres messages
Roy El-Hames mailto:[EMAIL PROTECTED] wrote: Kenneth, I think you meant Martyn, We do n't have NotifyActor enabled, (I know what I did so don't need an email to tell me).. however as I understand it, Martyn need NotifyActor enabled and should disable any scrips for Owner change except for Notify Owner (if that make sense). Roy Kenneth Crocker wrote: Roy, Once the user takes the ticket, he becomes the owner, so why would he want an e_mail telling him he took a ticket when he KNOWS he took a ticket? Kenn LBNL Roy El-Hames wrote: Adjust your global/scrips to how you want them ... Roy Martyn Routley wrote: Hi Am I being dense(Answers on a postcard to...) I have installed 3.6.0 from FreeBSD ports and it works. Yay! By default, when a message is sent to rt, a response is sent to the requestor and to the support users to alert them. Once the ticket has been taken by a user, the emails seem to go to everybody except the owner. My question is this. Is it possible to have the messages sent only to the ticket owner and not everyone? Martyn Hi Yes, it was NotifyActor I was after. Martyn Routley --- - This message has been scanned for viruses and dangerous content by the http://www.invictawiz.com MailScanner, and is believed to be clean. - ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] v3.6.1 / Logged out issues
I seem to be experiencing the same difficulty -- same version of RT, no customizations. The issue only occurs if I'm using SSL, however. I activated the aforementioned configuration, but no change. The following actions send me back to the log-in (and upon authenticating I'm immediately directed to the proper page): * `Take` * `Resolve` * `Open` (from resolved) Still poking around to see if I can make some sense of it. -FC On 8/18/06, Jesse Vincent [EMAIL PROTECTED] wrote: On Fri, Aug 18, 2006 at 10:37:50AM -0400, Tony Graziano wrote: Jesse Vincent [EMAIL PROTECTED] 08/15/06 05:25PM On Tue, Aug 15, 2006 at 04:58:07PM -0400, Tony Graziano wrote: snip So. Is this a 3.6.1 with no local customizations whatsoever that's breaking? If so, the right next step is to turn on cookie notification in your browser and see if RT is sending a new cookie right before each forced relogin attempt. Also, it's worth stopping apache, clearing out rt's var/mason/obj directory, and starting apache again. It's possible for some things to get cached across server restarts. snip Yes, it is setting a cookie at the login again. What gives? Usually it is when a ticket is being reolved (with or without response to requestors, or when manually creating a new ticket and saving it. All the input is saved, and it takes you right back to the same ticket.I did stop apache and clean the obj directory, and turned on firefox to prompt for all cookies. When i got kicked out to the login screen, it prompted me to set a cookie when I hit Login. That's very strange and somewhat unexpected with 3.6.1. Try enabling this option in your RT_Config: # $WebSessionClass is the class you wish to use for managing Sessions. # It defaults to use your SQL database, but if you are using MySQL 3.x # and # plans to use non-ascii Queue names, uncomment and add this line to # RT_SiteConfig.pm will prevent session corruption. # Set($WebSessionClass , 'Apache::Session::File'); For LAN Support: http://www.myitdepartment.net/index.php?option=com_contenttask=viewid=13Itemid=29 For Internet Support: http://www.cavalierbroadband.com/index.php?option=com_contenttask=viewid=41Itemid=30 -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.61
I have been using RT for the last few years. I am getting the classic Youre almost there message, and would always solve it via the rt.conf file and add the perl parameters. This file does not appear to exist anymore. I am trying to find which file to edit so that RT can utilize mod_perl2. I now see perl.conf and perl-HTML-Mason.conf in the conf.d include directory. Any help would be appreciated. Bob ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.6.1
I have been using RT for the last few years. I am getting the classic Youre almost there message, and would always solve it via the rt.conf file and add the perl parameters. This file does not appear to exist anymore. I am trying to find which file to edit so that RT can utilize mod_perl2. I now see perl.conf and perl-HTML-Mason.conf in the conf.d include directory. Any help would be appreciated. Bob ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Server failure recovery
On our site, we forward email to the RT mailgate via sendmail, procmail and a procmailrc file in the RT pseudo-user home directory. We retain a copy of every message so forwarded. If it so happens that the RT server goes down, we are able to manually pipe the saved messages to the mailgate and thereby ensure that no information is lost to the system. This process is requires painstaking effort on the part of the administrators and, although I can see how the recover steps could be better automated to a degree, I wonder how others manage this kind of recovery operation. What's the best practice for this? -- Gary Hall [EMAIL PROTECTED] | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
