[rt-users] Upgrade trouble 3.8.1
Hi, I have applied the updates to the schema but whenever I try to view an attached image I get this instead; [image: http://hamrttest/Ticket/Attachment/235/90/image001.jpg] http://hamrttest/Ticket/Attachment/235/90/image001.jpg This is instead of any binary type attachments. However when running 3.8.0 I can view the attachments all correctly. Any ideas where to go from here? *Regards,* *Aaron Guise 07 854 7824 027 212 6638 aa...@guise.net.nz * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT3 and ITIL
Hi, can RT3 be made ITIL-compliant? I know that ITIL is more about processes etc, but my boss has decided we need an ITIL-compliant ticketing-system What can I tell him about RT + ITIL? Regards, Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
On Thu, Jan 08, 2009 at 03:34:21PM +0100, Martin Maurer wrote: Andrew published well working Lenny packages for 3.8.1 (deb http://debian.etc.gen.nz http://debian.etc.gen.nz lenny rt), also similar packages are available in Debian experimental. As Debian Lenny is the next stable, where can I get packages for the latest RT 3.8.2? anybody working already on this? Yep - I hope to get packages uploaded to experimental (or possibly unstable - it won't be a candidate for lenny anyway due to the new package name) in the next few days. The point is that Lenny will be the stable release soon and I see no way to use experimental repos or a mix - so we need Lenny packages. So as it cannot goes into the official Lenny, we need someone who runs and maintains the rt 3.8.x packages for Lenny. @Jesse, do you have any comment/ideas here? We are more or less finished with the virtual appliance, so the only open issue is the repository. (currently we use official Lenny and http://debian.etc.gen.nz for rt 3.8.1 but I am not sure if this will be maintained in the future). Best Regards, Martin Maurer mar...@proxmox.com http://www.proxmox.com -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Self service error on page IE 6
On Thu 8.Jan'09 at 17:31:47 +0200, Monti gmail wrote: Hi all, I have a customer which uses the Self Service HTTP interface using IE 6.0 The customer complains he cannot see the issue description text box when trying to submit new issue. Monti, You don't mention what version of RT you're using. If you're not yet on 3.8.2, can you upgrade and test the current release? It sounds like there's an issue with FCKEditor for your IE6 user. We've tested RT with IE6 a fair bit and never ran into this (as far as I know). As a last resort, you can disable RT's rich text support from the config file. Best, Jesse he gets error on page with the following: Line: 124 Char: 2 Error: Object expected Code:0 URL: http://Server.URL/NoAuth/RichText/editor/fckeditor.html?InstanceName=ContentToolbar=Default It is working fine with IE7 and FF 3.0 any ideas how to fix it? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- pgp1boL5xMDi7.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3 and ITIL
On Fri, Jan 09, 2009 at 12:45:01PM +0100, Rainer Duffner wrote: Hi, can RT3 be made ITIL-compliant? According to the ITIL specification (as of the last time I read it), the answer is tools can not be made ITIL compliant. An organization can use tools to implement ITIL-compliant processes. Various RT users over the past few years have told us privately and on rt-users/rt-devel that they use RT to implement ITIL-compliant processes. I know that ITIL is more about processes etc, but my boss has decided we need an ITIL-compliant ticketing-system I'd be absolutely thrilled to see, contribute to or develop a guide to configuring RT to meet an ITIL-compliant organization's tickboxes. Does your boss know which of the ITIL areas/practices/functions he's looking to implement? Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade trouble 3.8.1
On Sat, Jan 10, 2009 at 12:46:24AM +1300, Aaron Guise wrote: Hi, I have applied the updates to the schema but whenever I try to view an attached image I get this instead; [image: http://hamrttest/Ticket/Attachment/235/90/image001.jpg] http://hamrttest/Ticket/Attachment/235/90/image001.jpg This is instead of any binary type attachments. However when running 3.8.0 I can view the attachments all correctly. Any ideas where to go from here? My guess is that it's related to the instructions in UPGRADING.mysql in the RT distribution, but I can't really tell, as it doesn't appear that an image was actually in the mail you sent. Best, Jesse *Regards,* *Aaron Guise 07 854 7824 027 212 6638 aa...@guise.net.nz * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3 and ITIL
Jesse Vincent wrote: Does your boss know which of the ITIL areas/practices/functions he's looking to implement? Sorry.. I *HAVE* to chip in here having been on the receiving end before: Does your boss know what ITIL means? Or has he just been handed a buzzword from a more senior manager or (more likely) a corporate-sponsored newsletter/magazine? -- 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] upgrading to 3.8.2 from versions prior to 3.8.x
On Wed, Jan 07, 2009 at 06:19:20PM -0600, jmose...@corp.xanadoo.com wrote: Slightly confusing instructions (and different from 3.8.0) on upgrading a mysql database. First, the instructions say to run /opt/rt3/sbin/rt-setup-database telling the script the current version you are running. Then they say to stop the upgrade at 3.8.0 and then run: etc/upgrade/upgrade-mysql-schema.pl, blah, blah, blah. Then run /opt/rt3/sbin/rt-setup-database to apply the rest of the upgrades. So, in the setup-database script, do you tell it to stop at 3.8.0, or 3.7.87? Meaning, if I choose 3.8.0, does the script stop after installing the 3.7.87 schema changes, or does it also include the 3.8.0 schema updates? Perhaps it doesn't matter. I don't believe it actually matters, but the intent was to stop before the 3.8.0 updates, run the script and continue. Documentation patches would be lovely. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3 and ITIL
On Friday 09 January 2009 14:44:12 Jesse Vincent wrote: can RT3 be made ITIL-compliant? According to the ITIL specification (as of the last time I read it), the answer is tools can not be made ITIL compliant. An organization can use tools to implement ITIL-compliant processes. Various RT users over the past few years have told us privately and on rt-users/rt-devel that they use RT to implement ITIL-compliant processes. Given that RT has the built-in ability to customize workflows through Scrips etc., presumably it can handle nearly any type of process demanded of it. The problem is probably going to be defining what the process requirements actually are. I find managers big on demanding conformity to standards and then, when pressed, surprisingly vague on defining what that standard consists of. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] upgrading to 3.8.2 from versions prior to 3.8.x
Jesse Vincent je...@bestpractical.com wrote: On Wed, Jan 07, 2009 at 06:19:20PM -0600, jmose...@corp.xanadoo.com wrote: So, in the setup-database script, do you tell it to stop at 3.8.0, or 3.7.87? Meaning, if I choose 3.8.0, does the script stop after installing the 3.7.87 schema changes, or does it also include the 3.8.0 schema updates? Perhaps it doesn't matter. I don't believe it actually matters, but the intent was to stop before the 3.8.0 updates, run the script and continue. Documentation patches would be lovely. How's this for a start: --- UPGRADING.mysql 2009-01-06 19:15:20.0 -0600 +++ UPGRADING.mysql.patched 2009-01-09 08:34:51.0 -0600 @@ -19,7 +19,7 @@ 2) Follow instructions in the README file to step 7. -3) Apply changes described in step 7, but only up to version 3.8.0. +3) Apply changes described in step 7, but only up to and not including version 3.8.0. 4) Apply the MySQL 4.0-4.1 schema changes. Included in RT is the script etc/upgrade/upgrade-mysql-schema.pl that generates SQL queries to upgrade the database's schema. Run it: @@ -40,8 +40,8 @@ your database from the backup you made at step 1) and send a report to the rt-users@lists.bestpractical.com mailing list. -7) Continue from step 7 in the README and apply other upgrade scripts and follow -other steps. +7) Continue from step 7 in the README and apply other mysql upgrade scripts and follow +remaining steps. 8) Test everything. The most important parts you have to test: * binary attachments, like docs, PDFs, and images James ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
On Fri, Jan 09, 2009 at 02:11:49PM +0100, Martin Maurer wrote: The point is that Lenny will be the stable release soon and I see no way to use experimental repos or a mix - so we need Lenny packages. That's not quite true. It's perfectly possible to add additional resources to the sources.list and use package pinning; in fact with experimental packages won't be pulled in by default anyway. So as it cannot goes into the official Lenny, we need someone who runs and maintains the rt 3.8.x packages for Lenny. I will maintain packages in backports.org if necessary, but at the moment the packages in experimental work fine on lenny so there is no need to explicitly backport them. If that changes in the future I will ensure that there are working versions on backports.org (bear in mind that the lenny-backports repository isn't open yet). I'll try and maintain documentation for use of the packages on etch and lenny at http://pkg-request-tracker.alioth.debian.org/. I'm currently deploying rt3.8 using the packages in experimental on etch, and will do so on lenny at some point after the release, so I'm aware of the need to make sure they're installable. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3 and ITIL
Mike Peachey schrieb: Jesse Vincent wrote: Does your boss know which of the ITIL areas/practices/functions he's looking to implement? Sorry.. I *HAVE* to chip in here having been on the receiving end before: Does your boss know what ITIL means? Or has he just been handed a buzzword from a more senior manager or (more likely) a corporate-sponsored newsletter/magazine? I'm not sure. ;-) Maybe he just wants to go with a commercial package. I will try to figure out what he actually wants. I can install and configure RT on a weekend (started using it seriously with 3.4), but figuring out the processes beyond the built-in stuff takes way longer. And I can't do that alone, because whatever I implement will most likely be wrong in the eyes of the people who decide on it. Rainer ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3 and ITIL
Rainer Duffner wrote: Mike Peachey schrieb: Does your boss know what ITIL means? Or has he just been handed a buzzword from a more senior manager or (more likely) a corporate-sponsored newsletter/magazine? I'm not sure. ;-) Maybe he just wants to go with a commercial package. I will try to figure out what he actually wants. Do exactly that. Before starting work on anything, ask that they provide (in writing) a clear definition of what it is they want and what standard they require that you follow. And if they refuse, advise them that your requirements analysis requires it and that you cannot produce a standards-compliant software design description without it. :D -- 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 packages for Debian Lenny?
On Fri, Jan 09, 2009 at 02:11:49PM +0100, Martin Maurer wrote: We are more or less finished with the virtual appliance, so the only open issue is the repository. (currently we use official Lenny and http://debian.etc.gen.nz for rt 3.8.1 but I am not sure if this will be maintained in the future). Sorry, I didn't fully read this section. If it's essential that you have a repository which is maintained for lenny during its lifetime in the long-term and suitable for being maintained for an appliance where there is no expert local admin, I would recommend maintaining your own repository based on the packages from Debian proper, but we can consider maintaining one on alioth.debian.org if that makes the most sense. Dominic. -- Dominic Hargreaves, Systems Development and Support Team Computing Services, University of Oxford ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3 and ITIL
On Fri, Jan 09, 2009 at 03:46:52PM +0100, Rainer Duffner wrote: Mike Peachey schrieb: Jesse Vincent wrote: Does your boss know which of the ITIL areas/practices/functions he's looking to implement? Sorry.. I *HAVE* to chip in here having been on the receiving end before: Does your boss know what ITIL means? Or has he just been handed a buzzword from a more senior manager or (more likely) a corporate-sponsored newsletter/magazine? I'm not sure. ;-) Maybe he just wants to go with a commercial package. I will try to figure out what he actually wants. I can install and configure RT on a weekend (started using it seriously with 3.4), but figuring out the processes beyond the built-in stuff takes way longer. And I can't do that alone, because whatever I implement will most likely be wrong in the eyes of the people who decide on it. Rainer Having just been through some ITIL training, RT has the flixibility to easily support any ITIL processes that you would wish to provide. As others have mentioned, getting agreement and support from management is often difficult. There is a tendency to believe that a commercial product that is branded as ITIL compliant will make it all magically happen. It will not and ITIL is very clear about not providing implementations, only guidelines and a framework to be used in your own implementation. For example, we use the RT approvals process as a piece of our change management process. A commercial package may or may not be right for your organization, but what is true is that the amount of configuration needed to support your internal ITIL processes will be similiar indepedent of your tool. Good luck, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT3 and ITIL
On Friday 09 January 2009 15:46:52 Rainer Duffner wrote: Mike Peachey schrieb: Jesse Vincent wrote: Does your boss know which of the ITIL areas/practices/functions he's looking to implement? Sorry.. I *HAVE* to chip in here having been on the receiving end before: Does your boss know what ITIL means? I'm not sure. ;-) Maybe he just wants to go with a commercial package. If your boss really wants to throw some money at a solution, (if that will make him/her feel better, I'm sure you can get RT installed and customized via the people who develop it: http://bestpractical.com/services/installation.html -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how to display actual ticket ID/Number in On create template?
hi,
i'm using the Approval example on wiki and it's fine, but i want that
approval user receive an email with direct URL of ticket created after
approval request submission...
and i don't find how to do it :-( here is my template :
===Create-Ticket: aproval
Subject: Approval needed for : {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: cma
Type: approval
Owner: doe
Content: Hi,
a request been created :
URL: {$RT::WebURL}Ticket/Display.html?id={$Tickets{'TOP'}-id}
with subject : {$Tickets{'TOP'}-Subject}
to approve this CMR you need to TAKE and OPEN the following Ticket :
URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}=
this not work! :-(
and go to Approval link here :
{$RT::WebURL}Approvals/
thansk a lot,
regards,
ENDOFCONTENT
on apache error log i can read :
Ticket creation failed: Can't call method id on an undefined value at
template line 20.
ticket submited is not see as approval pending and approval ticket is
not created because of this error in log ...
please does anybody can help?
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[rt-users] 3.8.1 and RTAddressRegexp
Our RT server (support.remc1.net) has three email addresses forwarding in for email requests. supp...@support.remc1.net supp...@remc1.net - supp...@support.remc1.net helpd...@bhkfirst.org - supp...@remc1.net Since upgrading to 3.8.1 (from 3.6.X), any mail sent in from an address other than supp...@support.remc1.net does not generate an autoreply. All followup correspondence does deliver fine. I thought the issue was in either RedistributeAutoGeneratedMessages or RTAddressRegexp I have tried many combinations of settings for those two variables but no change has happened. Am I looking in the wrong spot? I have also for fun tried modifying the scrip Create - Requestors and changed it from Autoreply to Requestors to Notify Requestors - that didn't work either. Am I going down the wrong track? Thanks in advance for any pointers, Scott Logs for the initial transaction are: Jan 9 10:22:21 support RT: rt-3.8.1-21109-1231514541-737.28063-1...@remc1.net The incoming message was autogenerated. Not redistributing this message to unprivileged users based on site configuration. (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:780) Jan 9 10:22:21 support RT: rt-3.8.1-21109-1231514541-1930.28063-...@remc1.net The incoming message was autogenerated. Not redistributing this message to unprivileged users based on site configuration. (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:780) Jan 9 10:22:21 support RT: rt-3.8.1-21109-1231514541-123.28063-1...@remc1.net The incoming message was autogenerated. Not redistributing this message to unprivileged users based on site configuration. (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:780) Jan 9 10:22:21 support RT: rt-3.8.1-21109-1231514541-1483.28063-...@remc1.net The incoming message was autogenerated. Not redistributing this message to unprivileged users based on site configuration. (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:780) Jan 9 10:22:21 support RT: rt-3.8.1-21109-1231514541-1483.28063-...@remc1.net sc...@hancock.k12.mi.us was blacklisted for outbound mail on this transaction. Skipping (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:812) Jan 9 10:22:21 support RT: rt-3.8.1-21109-1231514541-737.28063-1...@remc1.net #28063/491008 - Scrip 18 Create - AdminCCs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) Jan 9 10:22:21 support RT: rt-3.8.1-21109-1231514541-737.28063-1...@remc1.net No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) Jan 9 10:22:22 support RT: rt-3.8.1-21109-1231514541-1930.28063-...@remc1.net #28063/491008 - Scrip 4 Create - CCs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) Jan 9 10:22:22 support RT: rt-3.8.1-21109-1231514541-1930.28063-...@remc1.net sent To: dja...@remc1.org, j...@remc1.org, l...@remc1.org, m...@remc1.org, sc...@remc1.org, t...@remc1.org (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) Jan 9 10:22:22 support RT: rt-3.8.1-21109-1231514541-123.28063-1...@remc1.net #28063/491008 - Scrip 17 Create - Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) Jan 9 10:22:22 support RT: rt-3.8.1-21109-1231514541-123.28063-1...@remc1.net No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) Jan 9 10:22:22 support RT: rt-3.8.1-21109-1231514541-1483.28063-...@remc1.net #28063/491008 - Scrip 3 Create - Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) Jan 9 10:22:22 support RT: rt-3.8.1-21109-1231514541-1483.28063-...@remc1.net No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) Jan 9 10:22:22 support RT: Ticket 28063 created in queue 'General' by sc...@hancock.k12.mi.us (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] No response
To all, I sent this before and got no response. Is it showing? We are planning to move up to 3.8.2 soon (a month?). One of the things my users do not like is that there are many CF's that are sowing up in their Modify Ticket screen that some use, some don't ,but needs to be available for all. They want to be able to move the one's they do NOT use (individually) out of the way (to the far right and to the bottom). Is this something that is offered as a feature in 3.8.2 or do we need to modify code? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Another No response
To all, I also sent this and received no response. I'm wondering if they are getting thru? We have many users that like to create their own tickets from the email they get from their users (requestors). That way they can copy the part of the email body that makes sense and leave out all the redundant verbage, etc. The problem lies in the fact that when they copy paste the portion of the email body they want (which may be a couple paragraphs), the content gets slammed together with no line delimiters or carriage returns in any field they put it in, whether it be a Custom Field, Comment, or whatever. Does anyone have an idea on how to correct this? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.2 prompts for login when viewing tickets via search
I had a version RT 3.6.4 running on RHEL 4. mysql-4.1. mod_fastcgi-2.4.2 without any problem I installed 3.8.1 on an RHEL 5 with mod_fastcgi-2.4.6 and perl-5.9 on a different hardware. Then upgraded to 3.8.2. Dumped the mysql rt3 database from 3.6.4 and restored it on 3.8.2.Ran rt-setup-database to upgrade the tables. I can login to RT 3.8.2, create and process tickets for tickets shows in 10 newest unowned tickets, no problem. However, any thing that involves searches prompts me for the login/password. For example, on the quick search I click on my queue general, I get a list of all the tickets. When I click on one of the ticket #, I get the login prompt. When I login, the ticket# is properly displayed and I can work on it. Similarly, on the search button at the top, if I enter a ticket number the ticket is displayed and I can work on the ticket. However, if I enter any search text in the search field, the login prompt is displayed. Did I miss any steps? Thanks *---* |Narendra Mehta Email: narendra.me...@sce.carleton.ca | |Computer Systems Manager Tel: (613) 520-5737 Fax: (613) 520-5727 | | | |Carleton University, Systems and Computer Engineering Department | |1125 Colonel By Drive, Ottawa, Ontario, Canada K1S 5B6 | *---* ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No response
To all, I sent this before and got no response. Is it showing? We are planning to move up to 3.8.2 soon (a month?). One of the things my users do not like is that there are many CF's that are sowing up in their Modify Ticket screen that some use, some don't ,but needs to be available for all. They want to be able to move the one's they do NOT use (individually) out of the way (to the far right and to the bottom). Is this something that is offered as a feature in 3.8.2 or do we need to modify code? Thanks. No, your emails are showing up just fine. What exactly are they seeing and on what screen? Perhaps a screenshot might help. I have a test box running 3.8.2 and don't see anything like that. Is this 'modify ticket' operation something custom? James ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.2 prompts for login when viewing tickets via search
Did you complete step four in UPGRADING.mysql? James Moseley Narendra Mehta narendra.me...@s ce.carleton.caTo Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject [rt-users] RT 3.8.2 prompts for login when viewing tickets via 01/09/2009 11:28 search AM I had a version RT 3.6.4 running on RHEL 4. mysql-4.1. mod_fastcgi-2.4.2 without any problem I installed 3.8.1 on an RHEL 5 with mod_fastcgi-2.4.6 and perl-5.9 on a different hardware. Then upgraded to 3.8.2. Dumped the mysql rt3 database from 3.6.4 and restored it on 3.8.2.Ran rt-setup-database to upgrade the tables. I can login to RT 3.8.2, create and process tickets for tickets shows in 10 newest unowned tickets, no problem. However, any thing that involves searches prompts me for the login/password. For example, on the quick search I click on my queue general, I get a list of all the tickets. When I click on one of the ticket #, I get the login prompt. When I login, the ticket# is properly displayed and I can work on it. Similarly, on the search button at the top, if I enter a ticket number the ticket is displayed and I can work on the ticket. However, if I enter any search text in the search field, the login prompt is displayed. Did I miss any steps? Thanks *---* |Narendra Mehta Email: narendra.me...@sce.carleton.ca | |Computer Systems Manager Tel: (613) 520-5737 Fax: (613) 520-5727 | | | |Carleton University, Systems and Computer Engineering Department | |1125 Colonel By Drive, Ottawa, Ontario, Canada K1S 5B6 | *---* ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgrade trouble 3.8.1
yeah, I had followed those instructions too. On all binary atachments I am now getting an error saying the attachment cannot be displayed, because it contains errors. On Sat, Jan 10, 2009 at 2:46 AM, Jesse Vincent je...@bestpractical.comwrote: On Sat, Jan 10, 2009 at 12:46:24AM +1300, Aaron Guise wrote: Hi, I have applied the updates to the schema but whenever I try to view an attached image I get this instead; [image: http://hamrttest/Ticket/Attachment/235/90/image001.jpg] http://hamrttest/Ticket/Attachment/235/90/image001.jpg This is instead of any binary type attachments. However when running 3.8.0 I can view the attachments all correctly. Any ideas where to go from here? My guess is that it's related to the instructions in UPGRADING.mysql in the RT distribution, but I can't really tell, as it doesn't appear that an image was actually in the mail you sent. Best, Jesse *Regards,* *Aaron Guise 07 854 7824 027 212 6638 aa...@guise.net.nz * ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No response
James, Actually, the Custom Fields are all over the place, even though we set up the sequence for the queue (Config-Queues-select Queue-Custom Fields). What I was hoping was that the queue setting would actually work in 3.8.2 (it doesn't in 3.6.4 which is what we have) and perhaps even allow a user to move some fields way to the right. I ask this because I thought that in 3.8.X a user was supposed to be able to modify the way all their screens looked. Thanks. Kenn LBNL On 1/9/2009 9:32 AM, jmose...@corp.xanadoo.com wrote: To all, I sent this before and got no response. Is it showing? We are planning to move up to 3.8.2 soon (a month?). One of the things my users do not like is that there are many CF's that are sowing up in their Modify Ticket screen that some use, some don't ,but needs to be available for all. They want to be able to move the one's they do NOT use (individually) out of the way (to the far right and to the bottom). Is this something that is offered as a feature in 3.8.2 or do we need to modify code? Thanks. No, your emails are showing up just fine. What exactly are they seeing and on what screen? Perhaps a screenshot might help. I have a test box running 3.8.2 and don't see anything like that. Is this 'modify ticket' operation something custom? James ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] SelfService for Privileged users?
Is there a setting somewhere to 'force' the UI for privileged users to use the SelfService pages? Thanks, Thierry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Richtext spell checker
Has anyone got this working? I've spent 16+ hours trying to get this to work. It seems simple enough. i got past the part where it was saying page not found, and now just get php script errors in the spellchecker.php Thanks. --- On Sun, 10/12/08, Jesse Vincent je...@bestpractical.com wrote: From: Jesse Vincent je...@bestpractical.com Subject: Re: [rt-users] Richtext spell checker To: Alex Young alexyo...@scoutsolutions.co.uk Cc: rt-users@lists.bestpractical.com Date: Sunday, October 12, 2008, 6:50 AM On Thu 9.Oct'08 at 21:25:34 +0100, Alex Young wrote: Anyone managed to get Aspell working in FCK editor in RT? Alex, I believe you need to set up a bit more custom handling for FCK's spelling system. We haven't pushed very hard at this -- as we've worked with clients, we've found that browser-based spellcheckers basically ALWAYS work better. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
