Re: [rt-users] Seeing approvals
On Tue, Jan 29, 2008 at 02:55:35PM -0800, Roger Mastrude wrote: On 2/8/2006 Jesse answered a question thus: Q: I've been starting to get to grips with the Approval functionality (RT 3.4.2) and I'm wondering what determines who is allowed to approve tickets and who can see approvals on the Approvals screen. A: Out of the box, that's the owner. It should also be the adminccs, but I don't think that's there yet. I would like to be able to have approvals visible to all members of a group, and approvable by any one of them. Has this been added? If not, do we have an ETA? Is there another mechanism I could use to make this function happen? There is an example in the wiki covering exactly this behaviour: http://wiki.bestpractical.com/view/ApprovalCreation - Group Approvals -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.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] Error adding watcher to queue, bug?
Hi there,
Im getting an odd error while trying to add a watcher to a queue. When adding a
new AdminCc to a queue I get a Group not found error that comes from:
/rt3/lib/RT/Queue_Overlay.pm {AddWatcher subfunction}
$group-LoadQueueRoleGroup(Type = $args{'Type'}, Queue = $self-Id);
unless ($group-id) {
return(0,$self-loc(Group not found));
The odd point is that I get this error just for one queue and it works for the
rest of queues.
For the queue that does not work, Type = AdminCc and Queue = 16
For a queue that work, Type = AdminCc and Queue = 11
Both Queues are similar and have the same permissions (By the way, Im adding
the watcher as root):
mysql select * from Queues where Id = 16;
++-+-+---++-+---+--+-+-+---+-+--+
| id | Name| Description | CorrespondAddress | CommentAddress |
InitialPriority | FinalPriority | DefaultDueIn | Creator | Created
| LastUpdatedBy | LastUpdated | Disabled |
++-+-+---++-+---+--+-+-+---+-+--+
| 16 | ADE_Requests | | ||
50 | 0 |0 | 1 | 2007-08-22 13:03:00 |
1 | 2007-08-22 13:03:00 |0 |
++-+-+---++-+---+--+-+-+---+-+--+
1 row in set (0,00 sec)
mysql select * from Queues where Id = 11;
++-+-+---++-+---+--+-+-+---+-+--+
| id | Name| Description | CorrespondAddress | CommentAddress |
InitialPriority | FinalPriority | DefaultDueIn | Creator | Created
| LastUpdatedBy | LastUpdated | Disabled |
++-+-+---++-+---+--+-+-+---+-+--+
| 11 | INT_Requests | | ||
50 | 0 |0 | 1 | 2007-07-06 11:03:47 |
1 | 2007-07-06 11:03:47 |0 |
++-+-+---++-+---+--+-+-+---+-+--+
1 row in set (0,00 sec)
Getting to the syslog I found the following error:
Jan 30 12:33:24 evia RT: Use of uninitialized value in join or string at
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 1015.
(/usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm:1015)
Jan 30 12:33:24 evia RT: DBD::mysql::st execute failed: You have an error in
your SQL syntax; check the manual that corresponds to your MySQL server version
for the right syntax to use near ')' at line 1 at
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
Jan 30 12:33:25 evia RT: RT::Handle=HASH(0x949510c) couldn't execute the query
'SELECT count(main.id) FROM GroupMembers main WHERE (main.GroupId = ) ' at
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518
^IDBIx::SearchBuilder::Handle::SimpleQuery() called at
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 294
^IDBIx::SearchBuilder::_DoCount() called at
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder.pm line 1379
^IDBIx::SearchBuilder::Count() called at
/usr/local/rtir/rt3/share/html/Admin/Elements/EditQueueWatchers line 46
^IHTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Component.pm line 135
^IHTML::Mason::Component::run() called at
/usr/share/perl5/HTML/Mason/Request.pm line 1256 ^Ieval {...} called at
/usr/share/perl5/HTML/Mason/Request.pm line 1246 ^IHTML::Mason::Request::comp()
called at /usr/local/rtir/rt3/share/html/Admin/Queues/People.html line 71
^IHTML::Mason::Commands::__ANON__() called at
/usr/share/perl5/HTML/Mason/Component.pm line 135 ^IHTML::Mason:
Thanks in advance,
Regards,
Alvaro Muñoz Sánchez
mailto:[EMAIL PROTECTED]
P Antes de imprimir piensa en el medio ambiente
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Re: [rt-users] Tables, database size, backups
Further to my previous email... Several issues for us here: * noticing the problem has happened. Usually this is when a customer complains, or we happen to be *looking* at whether or not RT is sending mail for some other reason. Actually seeing a lot of error messages on user-crit via syslog, generated by RT in response to not being able to send mail: RT: [EMAIL PROTECTED]Could not send mail: Couldn\'t run /usr/lib/sendmail: Cannot allocate memory at /home/rt/rt-3.6.1/lib/RT/Action/SendEmail.pm line 274. Stack: [/home/rt/rt-3.6.1/lib/RT/Action/SendEmail.pm:274] [/home/rt/rt-3.6.1/lib/RT/Action/SendEmail.pm:103] [/home/rt/rt-3.6.1/lib/RT/ScripAction_Overlay.pm:240] [/home/rt/rt-3.6.1/lib/RT/Scrip_Overlay.pm:506] [/home/rt/rt-3.6.1/lib/RT/Scrips_Overlay.pm:193] [/home/rt/rt-3.6.1/lib/RT/Transaction_Overlay.pm:179] [/home/rt/rt-3.6.1/lib/RT/Record.pm:1446] [/home/rt/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2442] [/home/rt/rt-3.6.1/lib/RT/Ticket_Overlay.pm:2356] [/home/rt/rt-3.6.1/lib/RT/Interface/Web.pm:570] [/home/rt/rt-3.6.1/share/html/Ticket/Display.html:140] [/home/rt/rt-3.6.1/share/html/Ticket/Update.html:216] [/home/rt/rt-3.6.1/share/html/autohandler:279] (/home/rt/rt-3.6.1/lib/RT/Action/SendEmail.pm:289) Now I can accept that's a valid response for OOM situations; the problem is that we were out of memory at ~2am, and it takes a full restart of Apache + FastCGI processes for mail to start going again. From 01:52 through 11:47 no mail got sent by our RT :( * once we have a vague timeframe when RT didn't send replies it's not trivial to take 'existing' responses to tickets within that window and dump them back into the Send mail queue. According to our loghost, that stack trace was thrown ~177 times. Granted, a lot of those will be comments to CC's and AdminCC's on a queue but it still means finding potentially 30-40 tickets which we've responded to since 9am, may have resolved, and re-sending the message! We'll try to solve this with more regular restarts of RT, and throwing more RAM into that server, but do you have any ideas? Alex ___ 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] Add a alternative email to a user
Pedro Bomente Filho wrote: Hi, I need to add a alternative email to a user. So, when the user to send a ticket from both emails, the RT will can identify him like as requestor. How do i make it? I do not believe this is possible as it seems violates the way RT is designed. I can only recommend they have two accounts, or you allow anyone to update tickets and add auto-create users from e-mail. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] Add a alternative email to a user
Pedro Bomente Filho wrote: I see. However, here some people send from [EMAIL PROTECTED] mailto:[EMAIL PROTECTED], some [EMAIL PROTECTED] mailto:[EMAIL PROTECTED], did you understand? And, we have not registered in our LDAP... Well, thank you very much.. To deal with that you would have to manually modify the user authentication code so that, when it checks the e-mail address, it strips the domain from the end of the e-mail address and then cycles through a list of authorised domains which would then be set in the RT_SiteConfig.pm But as to exactly what mods to make.. that's another story. I'm busy working on a completely different mod myself right now. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] Add a alternative email to a user
Mike Peachey wrote: Pedro Bomente Filho wrote: Hey, do you know how RT can add requestors without domain of email address, example: email requestor: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] user register in RT: username Here, the user is registered as [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Thank you I'm not sure quite what you mean. What are you trying to do? http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo P.S. When you reply, send the reply to rt-users@lists.bestpractical.com -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] [Fwd: Re: Add a alternative email to a user]
Forwarding back into list. Original Message Return-path:[EMAIL PROTECTED] Envelope-to:[EMAIL PROTECTED] Delivery-date: Wed, 30 Jan 2008 14:16:37 + Date: Wed, 30 Jan 2008 12:16:30 -0200 From: Pedro Bomente Filho [EMAIL PROTECTED] To: [EMAIL PROTECTED] Subject:Re: [rt-users] Add a alternative email to a user In-Reply-To:[EMAIL PROTECTED] References: [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] [EMAIL PROTECTED] Am I replying to list? Sorry. So, it was what a needed! Thank you 2008/1/30, Mike Peachey [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Mike Peachey wrote: Pedro Bomente Filho wrote: Hey, do you know how RT can add requestors without domain of email address, example: email requestor: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] user register in RT: username Here, the user is registered as [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Thank you I'm not sure quite what you mean. What are you trying to do? http://wiki.bestpractical.com/view/AutoCreateAndCanonicalizeUserInfo P.S. When you reply, send the reply to rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] Add a alternative email to a user
Pedro Bomente Filho wrote: Hey, do you know how RT can add requestors without domain of email address, example: email requestor: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] user register in RT: username Here, the user is registered as [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Thank you I'm not sure quite what you mean. What are you trying to do? -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] Add a alternative email to a user
Pedro Bomente Filho wrote: I see, but it's very work for me. Here we have a small departament. It's 25 teachers. Then perhaps someone might modify it for you if you paid them? BestPractical for example? Alternatively you could MAKE the teachers e-mail RT from only one domain. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] Add a alternative email to a user
Pedro Bomente Filho wrote: Ok. Because here we have ldap authentication, so some peoples send emails from one that are not registered in LDAP. Well, A alternative email would be a solution... I have had the exact same problem. Some people send from [EMAIL PROTECTED], some send from [EMAIL PROTECTED] I solved the problem by manually hacking some of the authentication code so that, it checks against the username as well as the e-mail address found in LDAP. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] Question about Custom Page: $Ticket-HasUnresolvedDependencies
Hi RT Users, I'm working on a very special problem at this moment for our Software Devel Department. Let me shortly explain my problem and my Idea to help our internal departments. We have a internal structure like this: Business Unit - System Analyst - Developer Normally the BU opens a trouble tickets, a SA is checking this and open one or more PreTasks to one or more Developers. This flow is working fine so far, but now we are at a point, that our SA Team is loosing more and more the overview about all the Dependencies of the their tickets. They came to me with an idea for a special page inside RT showing all this. The idea is: SA TICKET | DEV Ticket ID PRIOSUBJECT STATUS OWNER | ID PRIOSUBJECT STATUS OWNER --+- - #1 20 TEST1 OPENUSER1 | #15 20 PRE:TEST1 OPENDEV1 | #16 30 PRE:TEST1 OPENDEV2 | #17 10 PRE:TEST1 RESOLVEDDEV3 --+- - #2 10 TEST2 OPENUSER2 | #18 10 PRE:TEST2 NEW NOBODY --+- - #3 50 TEST3 OPENUSER3 | #19 20 PRE:TEST3 RESOLVEDDEV1 | #20 30 PRE:TEST3 OPENDEV2 And so on. Am at a point at this moment, where i have mostly all the code snipplet together, but i miss the conterpart to $Ticket-HasUnresolvedDependencies Any Ideas how to get something? Or a workaround to this? Or does anyone has already something like this? Thanks for any kind of help and ideas. torsten Kuhne + Nagel (AG Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne ___ 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] Printing multiple Tickets at once
Hi, is it possible to somehow print a list of tickets (basically all Tickets in a Queue) in one run automatically, either into HTML to print from the browser or directly into PDF? Any ideas here? Thanks in advance. Yours, Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Tel.: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] www.cancom.de http://www.cancom.de CANCOM Deutschland GmbH Sitz der Gesellschaft: Jettingen-Scheppach HRB 10653 Memmingen Geschäftsführer: Paul Holdschik, Christian Linder Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee! ___ 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] Add a alternative email to a user
At Wednesday 1/30/2008 08:22 AM, Pedro Bomente Filho wrote: Hi, I need to add a alternative email to a user. So, when the user to send a ticket from both emails, the RT will can identify him like as requestor. How do i make it? Thank you, Pedro Pedro, Check out the Merge Users extension: http://search.cpan.org/~jesse/RT-Extension-MergeUsers-0.02/ I think it does what you need - you'd have to create a user account for each email address, but choose one as the user's 'primary' account, the one they'd use to log in to RT. Steve ___ 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] Seeing approvals
Emmanuel, Have you looked at the QA WorkFlow design document I sent to the RT Docs subversion archive? It has an Approvals portion in it. It is designed around a front-end queue that acts as a collection of requests waiting for approval. The normal RT privileges can be applied (like creating a group and granting privileges for the members to see/approve/move ticket to support queue) as well as any specific notifications to let requestors know that their request is 1)being looked at, 2)approved, 3)rejected (with comments), etc. Of course, it requires an AdminCc to oversee it, but the basic design is there AND the ticket numbers tay the same (great for auditability). Kenn LBNL On 1/30/2008 1:20 AM, Emmanuel Lacour wrote: On Tue, Jan 29, 2008 at 02:55:35PM -0800, Roger Mastrude wrote: On 2/8/2006 Jesse answered a question thus: Q: I've been starting to get to grips with the Approval functionality (RT 3.4.2) and I'm wondering what determines who is allowed to approve tickets and who can see approvals on the Approvals screen. A: Out of the box, that's the owner. It should also be the adminccs, but I don't think that's there yet. I would like to be able to have approvals visible to all members of a group, and approvable by any one of them. Has this been added? If not, do we have an ETA? Is there another mechanism I could use to make this function happen? There is an example in the wiki covering exactly this behaviour: http://wiki.bestpractical.com/view/ApprovalCreation - Group Approvals ___ 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] Seeing approvals
On Wed, Jan 30, 2008 at 09:41:30AM -0800, Kenneth Crocker wrote: Emmanuel, Have you looked at the QA WorkFlow design document I sent to the RT Docs subversion archive? It has an Approvals portion in it. It is designed around a front-end queue that acts as a collection of requests waiting for approval. The normal RT privileges can be applied (like creating a group and granting privileges for the members to see/approve/move ticket to support queue) as well as any specific notifications to let requestors know that their request is 1)being looked at, 2)approved, 3)rejected (with comments), etc. Of course, it requires an AdminCc to oversee it, but the basic design is there AND the ticket numbers tay the same (great for auditability). Pretty interesting, I will look at your doc :) -- Emmanuel Lacour Easter-eggs 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76 mailto:[EMAIL PROTECTED] -http://www.easter-eggs.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] Question about Custom Page: $Ticket-HasUnresolvedDependencies
Ham, We already do that, but we use a query instead of a special page. On your home page, you can modify it to run any query you want when you sign-in. Our query runs against 1 or more queues (depends on the relationships) and lists all non-resolved, non-deleted, non-closed tickets and their children/dependencies and status, etc. By using a query as the tool for this info, you may save yourself a lot of code modification/maintenance. Hope this idea helps. Kenn LBNL On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote: Hi RT Users, I'm working on a very special problem at this moment for our Software Devel Department. Let me shortly explain my problem and my Idea to help our internal departments. We have a internal structure like this: Business Unit - System Analyst - Developer Normally the BU opens a trouble tickets, a SA is checking this and open one or more PreTasks to one or more Developers. This flow is working fine so far, but now we are at a point, that our SA Team is loosing more and more the overview about all the Dependencies of the their tickets. They came to me with an idea for a special page inside RT showing all this. The idea is: SA TICKET | DEV Ticket IDPRIOSUBJECT STATUS OWNER | ID PRIO SUBJECT STATUS OWNER --+- - #120 TEST1 OPENUSER1 | #15 20 PRE:TEST1 OPENDEV1 | #16 30 PRE:TEST1 OPENDEV2 | #17 10 PRE:TEST1 RESOLVEDDEV3 --+- - #210 TEST2 OPENUSER2 | #18 10 PRE:TEST2 NEW NOBODY --+- - #350 TEST3 OPENUSER3 | #19 20 PRE:TEST3 RESOLVEDDEV1 | #20 30 PRE:TEST3 OPENDEV2 And so on. Am at a point at this moment, where i have mostly all the code snipplet together, but i miss the conterpart to $Ticket-HasUnresolvedDependencies Any Ideas how to get something? Or a workaround to this? Or does anyone has already something like this? Thanks for any kind of help and ideas. torsten Kuhne + Nagel (AG Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne ___ 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] using _CurrentUser_ in a saved search?
I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' The LastUpdated thing smells like a hack to me, but it seems to work. I'd like to be able to say and Owner = '_CurrentUser_' but when I do, I get nothing. If I remove the ticks around currentuser, I get Error near -_CurrentUser_- expecting a VALUE in ' Queue = 'Helpdesk' AND Owner = _CurrentUser_ [ ... ] Since we have TPS reports to file weekly, I'm trying to give our users a rolling 7 day window of what they've updated in the last week. I want to then save the search, name it appropriately, and then add it to their at a glance page so they all have it and don't have to work too hard to get this information. How do I properly use the CurrentUser variable? By the way, I did look at the wiki, and it has the stuff that got me to where I am (it was helpful, like letting me know I could use negative days) and I used the google trick on the mailing list archives, but I didn't see anything appropriate. Apologies in advance if this has been answered; I'll update the wiki with this as an example (seems useful to me) when I get it figured out. Many thanks, alex -- Alex J. Avriette This email should not be considered authoritative or even truthful. aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- 858-367-7293 ___ 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] Question about Custom Page: $Ticket-HasUnresolvedDependencies
Hi kenneth, How does your query look like? I tried it several days with a good query?!? Thanks Torsten -Original Message- From: Kenneth Crocker [EMAIL PROTECTED] To: Ham MI-ID, Torsten Brumm CC: RT Users rt-users@lists.bestpractical.com Sent: Wed Jan 30 18:51:00 2008 Subject: Re: [rt-users] Question about Custom Page: $Ticket-HasUnresolvedDependencies Ham, We already do that, but we use a query instead of a special page. On your home page, you can modify it to run any query you want when you sign-in. Our query runs against 1 or more queues (depends on the relationships) and lists all non-resolved, non-deleted, non-closed tickets and their children/dependencies and status, etc. By using a query as the tool for this info, you may save yourself a lot of code modification/maintenance. Hope this idea helps. Kenn LBNL On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote: Hi RT Users, I'm working on a very special problem at this moment for our Software Devel Department. Let me shortly explain my problem and my Idea to help our internal departments. We have a internal structure like this: Business Unit - System Analyst - Developer Normally the BU opens a trouble tickets, a SA is checking this and open one or more PreTasks to one or more Developers. This flow is working fine so far, but now we are at a point, that our SA Team is loosing more and more the overview about all the Dependencies of the their tickets. They came to me with an idea for a special page inside RT showing all this. The idea is: SA TICKET | DEV Ticket IDPRIOSUBJECT STATUS OWNER | ID PRIO SUBJECT STATUS OWNER --+- - #120 TEST1 OPENUSER1 | #15 20 PRE:TEST1 OPENDEV1 | #16 30 PRE:TEST1 OPENDEV2 | #17 10 PRE:TEST1 RESOLVEDDEV3 --+- - #210 TEST2 OPENUSER2 | #18 10 PRE:TEST2 NEW NOBODY --+- - #350 TEST3 OPENUSER3 | #19 20 PRE:TEST3 RESOLVEDDEV1 | #20 30 PRE:TEST3 OPENDEV2 And so on. Am at a point at this moment, where i have mostly all the code snipplet together, but i miss the conterpart to $Ticket-HasUnresolvedDependencies Any Ideas how to get something? Or a workaround to this? Or does anyone has already something like this? Thanks for any kind of help and ideas. torsten Kuhne + Nagel (AG Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Personlich haftende Gesellschaft: Kuhne Nagel A.G., Sitz: Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne ___ 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] using _CurrentUser_ in a saved search?
IIRC it should be 2 _ characters. Alex J. Avriette wrote: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' The LastUpdated thing smells like a hack to me, but it seems to work. I'd like to be able to say and Owner = '_CurrentUser_' but when I do, I get nothing. If I remove the ticks around currentuser, I get Error near -_CurrentUser_- expecting a VALUE in ' Queue = 'Helpdesk' AND Owner = _CurrentUser_ [ ... ] Since we have TPS reports to file weekly, I'm trying to give our users a rolling 7 day window of what they've updated in the last week. I want to then save the search, name it appropriately, and then add it to their at a glance page so they all have it and don't have to work too hard to get this information. How do I properly use the CurrentUser variable? By the way, I did look at the wiki, and it has the stuff that got me to where I am (it was helpful, like letting me know I could use negative days) and I used the google trick on the mailing list archives, but I didn't see anything appropriate. Apologies in advance if this has been answered; I'll update the wiki with this as an example (seems useful to me) when I get it figured out. Many thanks, alex -- Alex J. Avriette This email should not be considered authoritative or even truthful. aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- 858-367-7293 ___ 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] Attachments aren't attaching
Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config: RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000 The above setting is 10MB, so I'm not quite sure why it would not be allowed to attach. Is there another place I need to check for attachment size? Any help is greatly appreciated. Thanks, Jared _ Helping your favorite cause is as easy as instant messaging. You IM, we give. http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join___ 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] using _CurrentUser_ in a saved search?
No results with two underscores, either. alex On Jan 30, 2008, at 1:07 PM, Drew Barnes wrote: IIRC it should be 2 _ characters. Alex J. Avriette wrote: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' [snip] How do I properly use the CurrentUser variable? By the way, I did look at the wiki, and it has the stuff that got me to where I am (it was helpful, like letting me know I could use negative days) and I used the google trick on the mailing list archives, but I didn't see anything appropriate. Apologies in advance if this has been answered; I'll update the wiki with this as an example (seems useful to me) when I get it figured out. -- Alex J. Avriette This email should not be considered authoritative or even truthful. aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- 858-367-7293 ___ 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] First time setting up RT need help with email setup
I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] Restricting Users from seeing other tickets
How would I be able to restrict a user from seeing all other tickets that they did not submit? -Jeff ___ 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] Attachments aren't attaching
It's worth checking your apache config. -- Kind Regards, ___ Mike Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com Confidential ___ Jared Hanks wrote: Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config: RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000 The above setting is 10MB, so I'm not quite sure why it would not be allowed to attach. Is there another place I need to check for attachment size? Any help is greatly appreciated. Thanks, Jared Helping your favorite cause is as easy as instant messaging. You IM, we give. Learn more. http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join ___ 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] First time setting up RT need help with email setup
Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] First time setting up RT need help with email setup
So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] First time setting up RT need help with email setup
Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] Restricting Users from seeing other tickets
Only grant ShowTicket to the Requestor role. On 1/30/08, Jeffrey Lee [EMAIL PROTECTED] wrote: How would I be able to restrict a user from seeing all other tickets that they did not submit? -Jeff ___ 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] Attachments aren't attaching
check the max_packet_size (or whatever it is) in my.cnf if you are using mysql? Jared Hanks wrote: Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config: RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000 The above setting is 10MB, so I'm not quite sure why it would not be allowed to attach. Is there another place I need to check for attachment size? Any help is greatly appreciated. Thanks, Jared Helping your favorite cause is as easy as instant messaging. You IM, we give. Learn more. http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join ___ 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] Scrip for escalating priority based on to address from header
Why do you have a package statement?
And $Ticket should be $self-TicketObj.
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
I've read up on priorities, but nothing I've seen quite fits my need. We
have two email addresses that both go to the same queue, an alert email and
a support email. The alert email also SMS's my mobile phone. I'd like to
have RT check the to: address from the header and set anything to the alert
email to a high priority. Then I can do things like a cron to check for
untouched emails with a high priority and alert us.
I've approached this with a user defined scrip in the server queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to = $Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global symbol
$to requires explicit package name at (eval 2242) line 3.
Global symbol $Ticket requires explicit package name at (eval 2242) line
3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at (eval 2242) line 4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not clear what. Could
someone proofread this and let me know where I've gone wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
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Commercial support: [EMAIL PROTECTED]
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[rt-users] Scrip for escalating priority based on to address from header
I've read up on priorities, but nothing I've seen quite fits my need. We
have two email addresses that both go to the same queue, an alert email
and a support email. The alert email also SMS's my mobile phone. I'd
like to have RT check the to: address from the header and set anything
to the alert email to a high priority. Then I can do things like a cron
to check for untouched emails with a high priority and alert us.
I've approached this with a user defined scrip in the server queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to = $Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global
symbol $to requires explicit package name at (eval 2242) line 3.
Global symbol $Ticket requires explicit package name at (eval 2242)
line 3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at (eval 2242) line
4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not clear what. Could
someone proofread this and let me know where I've gone wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
___
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] using _CurrentUser_ in a saved search?
You can't used __CurrentUser__ in a saved search. On 1/30/08, Alex J. Avriette [EMAIL PROTECTED] wrote: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' The LastUpdated thing smells like a hack to me, but it seems to work. I'd like to be able to say and Owner = '_CurrentUser_' but when I do, I get nothing. If I remove the ticks around currentuser, I get Error near -_CurrentUser_- expecting a VALUE in ' Queue = 'Helpdesk' AND Owner = _CurrentUser_ [ ... ] Since we have TPS reports to file weekly, I'm trying to give our users a rolling 7 day window of what they've updated in the last week. I want to then save the search, name it appropriately, and then add it to their at a glance page so they all have it and don't have to work too hard to get this information. How do I properly use the CurrentUser variable? By the way, I did look at the wiki, and it has the stuff that got me to where I am (it was helpful, like letting me know I could use negative days) and I used the google trick on the mailing list archives, but I didn't see anything appropriate. Apologies in advance if this has been answered; I'll update the wiki with this as an example (seems useful to me) when I get it figured out. Many thanks, alex -- Alex J. Avriette This email should not be considered authoritative or even truthful. aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- 858-367-7293 ___ 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] Question about Custom Page: $Ticket-HasUnresolvedDependencies
Ham,
The following is the SQL from our query:
( Queue = 'TSG-RT' OR Queue = 'RT-Admin' ) AND ( Status = 'open'
OR Status = 'resolved' OR Status = 'stalled' OR Status = 'new' ) AND
'CF.{TSG-RT Work Category}' LIKE 'Upgrade'
' ba href=/Ticket/Display.html?id=__idid__/a/b/TITLE:#',
'ba
href=/Ticket/Display.html?id=__idSubject__/a/b/TITLE:Subject',
'__Status__',
'__OwnerName__',
'__QueueName__',
'__TimeEstimated__',
'__TimeWorked__',
'__DependsOn__',
'__Children__'
The results look like the spreadsheet I have attached. After I download
query results to the spreadsheet, I do a little adjusting to the titles,
etc.
Hope this helps.
Kenn
LBNL
On 1/30/2008 9:56 AM, Ham MI-ID, Torsten Brumm wrote:
Hi kenneth,
How does your query look like? I tried it several days with a good query?!?
Thanks
Torsten
-Original Message-
From: Kenneth Crocker [EMAIL PROTECTED]
To: Ham MI-ID, Torsten Brumm
CC: RT Users rt-users@lists.bestpractical.com
Sent: Wed Jan 30 18:51:00 2008
Subject: Re: [rt-users] Question about Custom Page:
$Ticket-HasUnresolvedDependencies
Ham,
We already do that, but we use a query instead of a special page. On
your home page, you can modify it to run any query you want when you
sign-in. Our query runs against 1 or more queues (depends on the
relationships) and lists all non-resolved, non-deleted, non-closed
tickets and their children/dependencies and status, etc. By using a
query as the tool for this info, you may save yourself a lot of code
modification/maintenance. Hope this idea helps.
Kenn
LBNL
On 1/30/2008 7:00 AM, Ham MI-ID, Torsten Brumm wrote:
Hi RT Users,
I'm working on a very special problem at this moment for our Software
Devel Department. Let me shortly explain my problem and my Idea to help
our internal departments.
We have a internal structure like this:
Business Unit - System Analyst - Developer
Normally the BU opens a trouble tickets, a SA is checking this and open
one or more PreTasks to one or more Developers. This flow is working
fine so far, but now we are at a point, that our SA Team is loosing more
and more the overview about all the Dependencies of the their tickets.
They came to me with an idea for a special page inside RT showing all
this. The idea is:
SA TICKET
| DEV Ticket
IDPRIOSUBJECT STATUS OWNER | ID
PRIO SUBJECT STATUS OWNER
--+-
-
#120 TEST1 OPENUSER1
| #15 20 PRE:TEST1 OPENDEV1
| #16 30 PRE:TEST1 OPENDEV2
| #17 10 PRE:TEST1 RESOLVEDDEV3
--+-
-
#210 TEST2 OPENUSER2
| #18 10 PRE:TEST2 NEW NOBODY
--+-
-
#350 TEST3 OPENUSER3
| #19 20 PRE:TEST3 RESOLVEDDEV1
| #20 30 PRE:TEST3 OPENDEV2
And so on.
Am at a point at this moment, where i have mostly all the code snipplet
together, but i miss the conterpart to
$Ticket-HasUnresolvedDependencies
Any Ideas how to get something? Or a workaround to this?
Or does anyone has already something like this?
Thanks for any kind of help and ideas.
torsten
Kuhne + Nagel (AG Co.) KG, Geschaftsleitung: Hans-Georg Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten
Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.),
Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Personlich haftende Gesellschaft: Kuhne Nagel A.G., Sitz:
Contern/Luxemburg Geschaftsfuhrender Verwaltungsrat: Klaus-Michael Kuhne
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RT Demo Report1.xls
Description: MS-Excel spreadsheet
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Re: [rt-users] Attachments aren't attaching
Jared, Is there a limit on the browser you use for WebUI? Do you have any limitations using Apache? Kenn LBNL On 1/30/2008 10:04 AM, Jared Hanks wrote: Hello, I'm having some issues trying to attach a .doc attachment that is 4MB. I have the following set in my RT Config: RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000 The above setting is 10MB, so I'm not quite sure why it would not be allowed to attach. Is there another place I need to check for attachment size? Any help is greatly appreciated. Thanks, Jared Helping your favorite cause is as easy as instant messaging. You IM, we give. Learn more. http://im.live.com/Messenger/IM/Home/?source=text_hotmail_join ___ 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] First time setting up RT need help with email setup
how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] Scrip for escalating priority based on to address from header
Because I have no idea what I'm doing. Without, I still receive errors:
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global
symbol $to requires explicit package name at (eval 2305) line 1.
Global symbol $Ticket requires explicit package name at (eval 2305)
line 1.
syntax error at (eval 2305) line 2, near if $to
Global symbol $to requires explicit package name at (eval 2305) line
2.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Wednesday, January 30, 2008 11:58 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header
Why do you have a package statement?
And $Ticket should be $self-TicketObj.
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
I've read up on priorities, but nothing I've seen quite fits my
need. We have two email addresses that both go to the same queue, an
alert email and a support email. The alert email also SMS's my mobile
phone. I'd like to have RT check the to: address from the header and set
anything to the alert email to a high priority. Then I can do things
like a cron to check for untouched emails with a high priority and alert
us.
I've approached this with a user defined scrip in the server
queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to =
$Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed:
Global symbol $to requires explicit package name at (eval 2242) line
3.
Global symbol $Ticket requires explicit package name at (eval
2242) line 3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at (eval
2242) line 4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not clear
what. Could someone proofread this and let me know where I've gone
wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly
Media.
Buy a copy at http://rtbook.bestpractical.com
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip for escalating priority based on to address from header
Kimberly,
I would starting by picking up a copy of Learning Perl. If you don't know
basic Perl syntax there is no way you will be able to write RT scrips. Try:
if ($to =~ /[EMAIL PROTECTED]/) {
{
$self-TicketObj-SetPriority(98);
}
I'll write it for you if you send me an HD Tivo. ;)
-Todd
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
Because I have no idea what I'm doing. Without, I still receive errors:
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed: Global symbol
$to requires explicit package name at (eval 2305) line 1.
Global symbol $Ticket requires explicit package name at (eval 2305) line
1.
syntax error at (eval 2305) line 2, near if $to
Global symbol $to requires explicit package name at (eval 2305) line 2.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
--
*From:* Todd Chapman [mailto:[EMAIL PROTECTED]
*Sent:* Wednesday, January 30, 2008 11:58 AM
*To:* Kimberly McKinnis
*Cc:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] Scrip for escalating priority based on to
address from header
Why do you have a package statement?
And $Ticket should be $self-TicketObj.
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
I've read up on priorities, but nothing I've seen quite fits my need.
We have two email addresses that both go to the same queue, an alert email
and a support email. The alert email also SMS's my mobile phone. I'd like to
have RT check the to: address from the header and set anything to the alert
email to a high priority. Then I can do things like a cron to check for
untouched emails with a high priority and alert us.
I've approached this with a user defined scrip in the server queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to = $Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit failed: Global
symbol $to requires explicit package name at (eval 2242) line 3.
Global symbol $Ticket requires explicit package name at (eval 2242)
line 3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at (eval 2242) line
4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not clear what. Could
someone proofread this and let me know where I've gone wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
___
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] First time setting up RT need help with email setup
Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com http://your.server.com/ I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through the questions. But I checked my 'main' config file and it shows my smarthost as the relayhost entry. From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:17 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] First time setting up RT need help with email setup
Hmm. I think my problem is more on the RT end. postfix is sending e-mails now. But only when i include an e-mail in the cc field. It doesn't seem to send an e-mail to a requestor and the person it is assigned to. Is there something special I need to initialize for that to work? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:28 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com http://your.server.com/ I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through the questions. But I checked my 'main' config file and it shows my smarthost as the relayhost entry. From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:17 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] using _CurrentUser_ in a saved search?
On Jan 30, 2008, at 12:54 PM, Alex J. Avriette wrote: I have a search I'm trying to fix that currently looks like: Queue = 'Helpdesk' and Owner = 'aavriette' and LastUpdated '7 days' and LastUpdated '-7 days' The LastUpdated thing smells like a hack to me, but it seems to work. I'd like to be able to say and Owner = '_CurrentUser_' but when I do, I get nothing. If I remove the ticks around currentuser, I get Error near -_CurrentUser_- expecting a VALUE in ' Queue = 'Helpdesk' AND Owner = _CurrentUser_ [ ... ] Since we have TPS reports to file weekly, I'm trying to give our users a rolling 7 day window of what they've updated in the last week. I want to then save the search, name it appropriately, and then add it to their at a glance page so they all have it and don't have to work too hard to get this information. __CurrentUser__ will work when on the At a Glance page, but isn't interpolated when running a normal saved search (it gets preprocessed before going to the TicketSQL code). If you save it and add it to At a Glance you should see it work. -kevin How do I properly use the CurrentUser variable? By the way, I did look at the wiki, and it has the stuff that got me to where I am (it was helpful, like letting me know I could use negative days) and I used the google trick on the mailing list archives, but I didn't see anything appropriate. Apologies in advance if this has been answered; I'll update the wiki with this as an example (seems useful to me) when I get it figured out. Many thanks, alex -- Alex J. Avriette This email should not be considered authoritative or even truthful. aim:avriettea -- skype:avriette -- linkedin:http://xrl.us/bfdyi -- 858-367-7293 ___ 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] First time setting up RT need help with email setup
Is the person (whether it be the owner or requestor) the same person who is updating the ticket? From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:29 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hmm. I think my problem is more on the RT end. postfix is sending e-mails now. But only when i include an e-mail in the cc field. It doesn't seem to send an e-mail to a requestor and the person it is assigned to. Is there something special I need to initialize for that to work? -Jeff From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:28 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com http://your.server.com/ I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through the questions. But I checked my 'main' config file and it shows my smarthost as the relayhost entry. From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:17 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] First time setting up RT need help with email setup
Nope. -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:42 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Is the person (whether it be the owner or requestor) the same person who is updating the ticket? From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:29 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hmm. I think my problem is more on the RT end. postfix is sending e-mails now. But only when i include an e-mail in the cc field. It doesn't seem to send an e-mail to a requestor and the person it is assigned to. Is there something special I need to initialize for that to work? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:28 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Did you add it as a 'smarthost' or 'relayhost'. It should be: Edit /etc/postfix/main.cf, and add or edit this line: relayhost = your.server.com http://your.server.com/ I'll be honest, I'm a Linux noob, I am running Debian and I used 'dpkg -reconfigure postfix' for it to walk me through the questions. But I checked my 'main' config file and it shows my smarthost as the relayhost entry. From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 3:17 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup how did you configure your smart host? I added a smarthost line into the postfix config file but it was still not relaying. Any suggestions? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:11 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Yes, that is the way we did it and it has worked out very well in our Windows/Exchange environment From: Jeffrey Lee [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Helmuth Ramirez; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup So you would have to configure RT to use sendmail or postfix and then configure sendmail or postfix to relay messages to the smtp server as a smarthost? -Jeff _ From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] Sent: Wednesday, January 30, 2008 2:07 PM To: Jeffrey Lee; rt-users@lists.bestpractical.com Subject: RE: [rt-users] First time setting up RT need help with email setup Hi Jeffrey, The easiest way (at least for us) was to have a mail server installed on the RT box (Postfix in my case) and have it use our SMTP as a Smarthost. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Wednesday, January 30, 2008 2:01 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] First time setting up RT need help with email setup I finally have RT setup on an Ubuntu Dapper install, but I am unsure how to setup outgoing e-mail. I want to use our company smtp server to send email. How would I go about doing that? -Jeff ___ 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] Restrict a requestor assign rights
Hi I'd like to be able to restrict requestors the ability to assign the ticket to anyone. Only Nobody. Is there a way to do that? -jeff ___ 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] Restrict a requestor assign rights
Jeffrey, You need to understand the RT privileges and their relationships. If you are using self-service to ticket creation, merely limit what the user can put into an email that creates a ticket. If you allow ticket creation using WebUI, then you need to be careful of the Global rights you grant, as well as the rights you grant to groups on a per-queue basis. If you want to restrict ticket assignment to certain groups per queue, then for those users that you want to be able to assign/take tickets, they need to be in a group that has the following rights for that queue: CreateTicket (in case they have children tickets) OwnTicket ReplyToTicket (allows communication with requestors via email) SeeQueue ShowTicket SeeOutgoingEmail ShowTicketComments StealTicket (unless you want only AdminCc to re-assign tickets) TakeTicket I'd reserve ModifyTicket for the roles AdminCc and Owner. That way you don't have a bunch of people messing up tickets that are owned by others.c Hope this helps. Kenn LBNL On 1/30/2008 1:07 PM, Jeffrey Lee wrote: Hi I'd like to be able to restrict requestors the ability to assign the ticket to anyone. Only Nobody. Is there a way to do that? -jeff ___ 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] Scrip for escalating priority based on to address from header
Sadly, I'm not cool enough to get you a free TiVo. Mine wasn't even free
:P
I have Learning Perl, I'm just floundering and it's all starting to look
the same
Condition: on create
Action: User Defined
Templayte: Global template: Blank
Stage: TransactionCreate
my $to =
$self-TicketObj-Transactions-First-Message-First-GetHeader('To');
if ($to =~/[EMAIL PROTECTED]/)
{
$self-TicketObj-SetPriority(98);
}
return 1;
It doesn't error, but it seems to be ignored entirely. I used 'my', as
the global variable was throwing errors about global symbol requiring an
explicit package name. Perhaps it's working and not parsing right?
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Wednesday, January 30, 2008 12:23 PM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on to
address from header
Kimberly,
I would starting by picking up a copy of Learning Perl. If you don't
know basic Perl syntax there is no way you will be able to write RT
scrips. Try:
if ($to =~ /[EMAIL PROTECTED]/) {
{
$self-TicketObj-SetPriority(98);
}
I'll write it for you if you send me an HD Tivo. ;)
-Todd
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
Because I have no idea what I'm doing. Without, I still receive
errors:
[Wed Jan 30 20:17:14 2008] [error]: Scrip 16 Commit failed:
Global symbol $to requires explicit package name at (eval 2305) line
1.
Global symbol $Ticket requires explicit package name at (eval
2305) line 1.
syntax error at (eval 2305) line 2, near if $to
Global symbol $to requires explicit package name at (eval
2305) line 2.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Wednesday, January 30, 2008 11:58 AM
To: Kimberly McKinnis
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Scrip for escalating priority based on
to address from header
Why do you have a package statement?
And $Ticket should be $self-TicketObj.
On 1/30/08, Kimberly McKinnis [EMAIL PROTECTED] wrote:
I've read up on priorities, but nothing I've seen quite
fits my need. We have two email addresses that both go to the same
queue, an alert email and a support email. The alert email also SMS's my
mobile phone. I'd like to have RT check the to: address from the header
and set anything to the alert email to a high priority. Then I can do
things like a cron to check for untouched emails with a high priority
and alert us.
I've approached this with a user defined scrip in the
server queue:
Custom condition: return 1;
Custom action prep code: return 1;
Custom action cleanup code:
package RT::User;
my $to =
$Ticket-Transactions-First-Message-First-GetHeader('To');
if $to = ('[EMAIL PROTECTED]')
{
$self-TicketObj-SetPriority(98);
}
return 1;
When opening a new ticket, I see in rt.log:
[Wed Jan 30 18:56:16 2008] [error]: Scrip 16 Commit
failed: Global symbol $to requires explicit package name at (eval
2242) line 3.
Global symbol $Ticket requires explicit package name
at (eval 2242) line 3.
syntax error at (eval 2242) line 4, near if $to
Global symbol $to requires explicit package name at
(eval 2242) line 4.
(/usr/lib/rt/RT/Action/UserDefined.pm:81)
Obviously, I'm doing something very wrong, but I'm not
clear what. Could someone proofread this and let me know where I've gone
wrong? Thanks!
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
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Re: [rt-users] Attachments aren't attaching
Thanks for the info. It was actually in the MySql conf file (/etc/my.cnf). I
added the following line under the [mysqld] section:
max_allowed_packet=10M
I was then able to attach a message 1MB.
Date: Wed, 30 Jan 2008 18:38:10 + From: [EMAIL PROTECTED] To: [EMAIL
PROTECTED] CC: rt-users@lists.bestpractical.com Subject: Re: [rt-users]
Attachments aren't attaching It's worth checking your apache config. --
Kind Regards, ___ Mike
Peachey, IT Tel: +44 (0) 114 281 2655 Fax: +44 (0) 114 281 2951 Jennic
Ltd, Furnival Street, Sheffield, S1 4QT, UK http://www.jennic.com
Confidential ___ Jared
Hanks wrote: Hello,I'm having some issues trying to attach a .doc
attachment that is 4MB. I have the following set in my RT Config:
RT::VERSION 3.6.1 RT::MaxAttachmentSize 1000The above setting
is 10MB, so I'm not quite sure why it would not be allowed to attach. Is
there another place I need to check for attachment size?Any help
is greatly appreciated.Thanks, Jared
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[rt-users] Sync RT users with external groups
Hi, My name is Michel Wils. I'm working for Laval University, Quebec city. We are currently trying to sync users with an external group management system via XML-RPC calls. The implementation of this task is nearly finished, but I still have one thing to figure out. Here's the short picture. Currently and only for development purposes, I used the User_Local.pm overlay to link users with external groups. Our goal is achieved through the HasRight method. Unfortunately, this function is called very often in one session (particularly when using the Web interface) and it would be more efficient to do so only once per session. Besides, I'm not quite sure if it works outside the Web interface and it has to. I've looked in many core files and the User overlay seems to be my best option. I've also searched in existing overlays, LDAP for instance, with no luck. HasRight is still the best I could find. To put it in a valid and complete question, does anyone know where I could sync RT users with external groups only once per session (which could be a login from the Web interface or an incoming mail) ? Thank you very much. Your help would be mostly appreciated. Michel Wils Technicien en informatique Faculté des sciences et de génie - Direction Pavillon Adrien-Pouliot, local 3708 Université Laval (418) 656-2131 poste 5681 [EMAIL PROTECTED] ___ 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] Installing RT in Solaris
Hi, We are planing to instal RT 3.6.6 on solaris 10. $uname -a SunOS localhost 5.10 Generic_125100-10 sun4us sparc FJSV,GPUZC-M I have run the make testdeps to see the dependency and i have attached the output here. make testdeps | more /bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: =5.8.3(5.008004)...found users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (www)...found CLI dependencies: Term::ReadKey...found Getopt::Long =2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Scalar::Util...found HTML::Scrubber 0.08...MISSING Class::ReturnValue 0.40...MISSING Text::Quoted 2.02...MISSING File::Spec =0.8...found Calendar::Simple ...MISSING DBIx::SearchBuilder 1.50...MISSING Date::Format ...MISSING CSS::Squish 0.06...MISSING Text::Autoformat ...MISSING Mail::Mailer 1.57...MISSING Regexp::Common ...MISSING Module::Versions::Report 1.03...MISSING MIME::Entity 5.108...MISSING HTML::Entities...found Digest::MD5 =2.27...found Cache::Simple::TimedExpiry ...MISSING DBI =1.37...found Locale::Maketext::Lexicon 0.32...MISSING Digest::base...found Locale::Maketext::Fuzzy ...MISSING Time::HiRes...found Net::SMTP...found Text::Wrapper ...MISSING Time::ParseDate...found File::Temp...found Log::Dispatch 2.0...MISSING Locale::Maketext =1.06...found UNIVERSAL::require ...MISSING Tree::Simple 1.04...MISSING Text::Template ...MISSING MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder ...MISSING Getopt::Long...found HTML::FormatText ...MISSING LWP::UserAgent...found MASON dependencies: CGI::Cookie =1.20...found Text::WikiFormat 0.76...MISSING XML::RSS 1.05...MISSING Storable =2.08...found CSS::Squish 0.06...MISSING HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING Digest::MD5 =2.27...found GD::Text ...MISSING GD ...MISSING Errno...found GD::Graph ...MISSING MYSQL dependencies: DBD::mysql 2.1018...MISSING Can someone can help me out what are the packages needs to be installed in solaris to fix this issue. Thanks in advance. Regards, Raja. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ 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] Installing RT in Solaris
Raja, these are all Perl modules you are missing and need installed. James Moseley Raja [EMAIL PROTECTED] oo.comTo Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] Installing RT in Solaris 01/30/2008 09:57 PM Please respond to Raja [EMAIL PROTECTED] .com Hi, We are planing to instal RT 3.6.6 on solaris 10. $uname -a SunOS localhost 5.10 Generic_125100-10 sun4us sparc FJSV,GPUZC-M I have run the make testdeps to see the dependency and i have attached the output here. make testdeps | more /bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: =5.8.3(5.008004)...found users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (www)...found CLI dependencies: Term::ReadKey...found Getopt::Long =2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Scalar::Util...found HTML::Scrubber 0.08...MISSING Class::ReturnValue 0.40...MISSING Text::Quoted 2.02...MISSING File::Spec =0.8...found Calendar::Simple ...MISSING DBIx::SearchBuilder 1.50...MISSING Date::Format ...MISSING CSS::Squish 0.06...MISSING Text::Autoformat ...MISSING Mail::Mailer 1.57...MISSING Regexp::Common ...MISSING Module::Versions::Report 1.03...MISSING MIME::Entity 5.108...MISSING HTML::Entities...found Digest::MD5 =2.27...found Cache::Simple::TimedExpiry ...MISSING DBI =1.37...found Locale::Maketext::Lexicon 0.32...MISSING Digest::base...found Locale::Maketext::Fuzzy ...MISSING Time::HiRes...found Net::SMTP...found Text::Wrapper ...MISSING Time::ParseDate...found File::Temp...found Log::Dispatch 2.0...MISSING Locale::Maketext =1.06...found UNIVERSAL::require ...MISSING Tree::Simple 1.04...MISSING Text::Template ...MISSING MAILGATE dependencies: Pod::Usage...found HTML::TreeBuilder ...MISSING Getopt::Long...found HTML::FormatText ...MISSING LWP::UserAgent...found MASON dependencies: CGI::Cookie =1.20...found Text::WikiFormat 0.76...MISSING XML::RSS 1.05...MISSING Storable =2.08...found CSS::Squish 0.06...MISSING HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING Digest::MD5 =2.27...found GD::Text ...MISSING GD ...MISSING Errno...found GD::Graph ...MISSING MYSQL dependencies: DBD::mysql 2.1018...MISSING Can someone can help me out what are the packages needs to be installed in solaris to fix this issue. Thanks in advance. Regards, Raja. Never miss a thing. Make Yahoo your homepage. ___ 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] This message will be sent to...
Hey, Stephen Turner wrote: i'm searching for a possibility to show the Queue-CCs while creating (create + correspondend) a ticket without letting the users modify it - in other words: i know the ShowOutgoingEMail-Right ;) To get the queue ccs (and adminccs), you can simply do: $QueueObj-CcAddresses and $QueueObj-AdminCcAddresses But I'm guessing you really want to get an accurate list of email recipients for the ticket creation? That's quite a bit more tricky - you might have to create a fake 'create' transaction, examine its scrips and then roll it back. that's exactly what i need. Anyone done this before? Greettings! ___ 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
