Re: [rt-users] Using CLI to modify group rights on a queue - is it possible?
Jan Vlčinský wrote: Hi I would like to grant group rights on specific queues using CLI to be able to process the task in a batch. Using RT 3.8.2 on MySQL. RT shall categorize communication and tickets for 25 buildings and each has economical and technical part,which shall live separated. * One option was to use custom variable (building reference) with technical and another economical queue, * Another option was to use separated queues, for each building two, one for technical and another for economical tickets. We decided for the other - resulting in 50 queues Then I run into problem, that there are about 24 rights of a group on a queue to assign. Using GUI it is a lot of clicking which might take some time, contain mistakes and can be repeated, if the assignment of rights changes. I tried using CLI. I am able to create a queue, change it (name and basic parameters). However, I did not find, how to grant or revoke rights. I have two scripts exactly for this purpose. The first removes each and every right from queues, groups and globally and then the second sets a program defined set of rights on queue, groups and globally. I was going to post this to the wiki once I was finished testing and ran it through our production db of RT but something bigger and more important came in the way. If I have some time today or tomorrow I'll, try, to post a first draft to the wiki on how to use it. Most is probably self explanatory. Greetings, Joop ___ 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] Is it possible to rename the rt database?
We currently have two instances of rt-3.6 (production and testing) running on the same pc. One is handled by mod_perl and the other by FastCGI. This has worked fine with separately created databases. Recently I made a copy of my production database and renamed it from rt3 to rt3-eval. This rt3-eval database mostly works with my test rt3 except that a lot of links (MyTickets on RT at a glance etc) all point back to my production site. If I manually enter the correct test web address the tickets display correctly. I have cleared the mason cache and restarted the webserver. Is the web path stored in the database? Is there any way to correctly rename a database? thanks Gordon ___ 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] Mailgate creates duplicate users
Fellows- I'm setting up my main RT instance, with web interface, on a CentOS host. Another CentOS host provides our mail service so I have installed mailgate on it. A third host provides external authentication on Active Directory. Most things are working but when I send an email through mailgate to RT, RT creates a new user account for it. It uses the name monitor. This may be connected with a CentOS user account of that name, though I don't know why it should be. I would like RT to realise that the email was sent by a user who already has an RT user account, and to use that account for the ticket. If the user does not already have an account, RT should check with the external authentication server, and import information in the same way as if the user had logged in on the web interface. I'm not sure yet what I want to happen if the user does not exist on the authentication server or in RT - I don't really want lots of anonymous accounts! But that's a separate issue. the rea problem is getting RT to recognise users who DO have accounts, either internally or externally. I've had a search through the wiki and RT_Config.pm but I don't see anything that quite does this. Any suggestions where I should be looking? And a minor question: after I have finished experimenting, can I just wipe the slate clean by dropping the database and re-initializing it? Richard Arkner r...@cs.st-andrews.ac.uk ___ 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] Is it possible to rename the rt database?
I think your problem is not a DB, but RT's config file. you should adjust Web* options. Also, make sure test server connects to test (rt3-eval) DB, check Database* options. On Mon, Mar 23, 2009 at 10:10 AM, gor...@cryologic.com wrote: We currently have two instances of rt-3.6 (production and testing) running on the same pc. One is handled by mod_perl and the other by FastCGI. This has worked fine with separately created databases. Recently I made a copy of my production database and renamed it from rt3 to rt3-eval. This rt3-eval database mostly works with my test rt3 except that a lot of links (MyTickets on RT at a glance etc) all point back to my production site. If I manually enter the correct test web address the tickets display correctly. I have cleared the mason cache and restarted the webserver. Is the web path stored in the database? Is there any way to correctly rename a database? thanks Gordon ___ 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 -- Best regards, Ruslan. ___ 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 root/password - first login problem
I have Ubuntu 8.10 with Request Tracker 3.6. I have installed it with no errors. When I login with root and the password set in the RT-Site_Config.pm. I receive the error Your username or password is incorrect. I have verified that I am typing it correctly and that it is correct in the config file. Thanks in advance for any help. -Thanks Tom Swart Christa Construction, LLC. O- 585-545-6562 ___ 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 root/password - first login problem
That is the database password, not RT's. IIRC the root password for the WebUI is password by default. Swart, Tom wrote: I have Ubuntu 8.10 with Request Tracker 3.6. I have installed it with no errors. When I login with root and the password set in the RT-Site_Config.pm. I receive the error “Your username or password is incorrect.” I have verified that I am typing it correctly and that it is correct in the config file. Thanks in advance for any help. -Thanks Tom Swart Christa Construction, LLC. O- 585-545-6562 ___ 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 -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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-devel] Altering a new ticket's subject
Returning conversation to list... I'm basically trying to tag ticket subjects (on creation) with pieces of information related to the ticket requester. So if a ticket comes in from person X (identified by their email address), I can tag the subject line with a few tidbits of information about them. Right... Any reason you can't just insert a new header with your info? Any semi-decent MUA will still allow you to search and filter on them. (I think) ultimately, the subject line changes are intended to make the ticket listings in RT a little more helpful. The actual email side of things isn't so important. I see. Our solution is to direct most users to a web form, and use REST to submit the ticket. The submitting code then prepends the user's real name and address to the subject. Of course, it sounds like you want to do this with mail messages. If all else fails, you could do it via cron :-P -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] CreateChildTicket
Hi all, Our need is to create a ticket automatically when you click on a button on RT. I found in the wiki CreateChildTicket, my question is: Can we transmit the values of Custom Fields of a ticket in the child relies on this feature? and how can we do this? thank you, ___ 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] Problem with Bulk Update set owner
Eric, I can't see all the tickets your trying to update, but if you try to change the owner on 15 tickets and one of them already has an owner, that might be a problem. Another question would be are they all in the same queue. A ticket in a different queue will have different group rights set and the person you want to be owner may not have that right for some other queue. Without more specific on group/queue rights and owner names, that's about all I can think of. Hope it helps. Kenn LBNL On 3/21/2009 7:20 AM, Erik Peterson wrote: I recently upgraded to 3.8.2 and have noticed a problem that I'm fairly certain worked when I was on 3.6.6. When trying to bulk update a set of tickets, setting the owner always returns Ticket ###: That user does not exist. I can set the owners on the tickets individually, both in basic, people, and jumbo, but not when trying to change multiple tickets at once. Other bulk updates do work on the same tickets (setting priority, status, adding comments, etc.) Just not the owner change. If anyone can point me in the right direction where bulk update handles it's code, I'd be glad to look. And if anyone else has this issue, I'd love to know that too. Thanks, Erik ___ 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] Procmail does not recognize existing queue name and does not allow to create a new ticket by e-mail
Problem probably resolved (I will run the test tomorrow) My RT administrator reminded me, that adding or renaming queue correspondence address requires change or creation of those addresses in qmail, we use. So the reason was (probably) missing e-mail account in the receiving mail server, which passed unrecognized e-mail to default account processed by default queue. I will confirm that tomorrow. Jan Vlcinsky 2009/3/22 Jan Vlčinský sm...@centrum.cz Hi RT 3.8.2 on MySQL In some queues I am able to reply by e-mail, create ticket via web form, however, creation of ticket by sending e-mail fails with reply No permission to create tickets in the queue 'default' Log file shows this [Sat Mar 21 19:44:11 2009] [debug]: Mail from user #376 (sm...@centrum.cz) (/opt/rt3/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:75) [Sat Mar 21 19:44:11 2009] [crit]: No permission to create tickets in the queue 'default' (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) [Sat Mar 21 19:44:11 2009] [error]: Could not record email: Ticket creation failed: No permission to create tickets in the queue 'default' (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) Creation of ticket by e-mail works only on some (maybe one) old queue, which did not change a name. It seems, like procmail does not recognize existence of specific queue, or does not find enough rights for creating a ticket there and tries to create it in the queue default. Situation seems quite similar to Fixing RT users described in http://vdt.cs.wisc.edu/internal/rt-user-fixes.html (however, I did not investigate database data yet). In my rt.log there are strange entries like: [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:02 2009] [error]: RT::Group=HASH(0xbfccb90) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) [Sat Mar 21 15:55:37 2009] [error]: RT::Group=HASH(0xb0f3148) was created without a CurrentUser. Any RT object which is subclass of RT::Base must be created with a RT::CurrentUser or a RT::User object as the first argument. (/opt/rt3/bin/../lib/RT/Base.pm:108) Today I was doing a lot of work with RT 1. creating many new queues (there were 25, now there are 50) 2. resetting group rights on the queues 3. reorganizing groups (for each type of queue I keep one group of requesters and one group of solvers) For manipulating queue names and group rights in queue I used JMeter to simulate HTTP POST. Resulting responses did not show any problems. I am thinking of cleaning the whole database (not in production yet), but I am afraid, I run into the same problem soon. At this moment I am not able to create a new queue, which allows me to create ticket directly there by e.mail. I tried to simplify situation, granted queue rights directly to a user, no help. Any Idea what to do? Jan Vlcinsky -- . -- . ___ 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] TransactionObj OldValue is not working for me
I have the following in my resolve scrip that I borrowed from the
site. I added the $self-TransactionObj-OldValue ne autoclose
portion but it does not seem to be working. Can anyone help? Basically
I don't want to get this notification if the status old value was set
to autoclose.
Condition: User defined
Action: Notify Ccs and Requestors
Template: Global resolved
Custom condition:
my $result = undef;
if ($self-TransactionObj-Type eq Status
$self-TransactionObj-OldValue ne autoclose
$self-TransactionObj-NewValue eq resolved)
{
my $trans_list = $self-TicketObj-Transactions;
my $trans;
my $num_resolved = 0;
while ($trans = $trans_list-Next)
{
$num_resolved++ if ($trans-Ticket == $self-TicketObj-Id)
($trans-Type eq Status)
($trans-NewValue eq resolved);
}
$result = ($num_resolved = 1);
}
return($result);
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[rt-users] can the customField help me to get this design
Dear All, I need to make this design when I fill a new Ticket . Example: Hardware Tests: Memory : Video: Sound : I would prefer to use radio buttons (check box's) If the customField can do that , if yes , could you tell me how. If the customeField can't do that , could you give me some idea Best wishes, Shaekir, _ Chat with the whole group, and bring everyone together. http://go.microsoft.com/?linkid=9650735___ 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] RTFM Topics
I'm testing RTFM right now. I have two classes defined as part of my test. One class has two topics defined, the other class has no topics defined. For some reason when viewing an article in the class with no topics, it looks like I am able to assign the two topics from the other class. Might I have something configured wrong? Or am I confused? I do not have any global topics defined. ___ 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] Fwd: RTFM articles for unprivileged user group
On Mar 20, 2009, at 7:42 AM, Mr Vandeley wrote: I'm sorry to bother you but It would be really helpfull to get an answer to my question. Looking on previous list posts it seems that other people couldn't make this work neither. Old posts says that this feature wasn't fully functional. So, please, this should work with just this instructions [1] or there is something else that I should be looking for. You should be looking for the release of RTFM2.4.2 and RT3.8.3 -kevin -- Forwarded message -- From: Mr.Vandeley mr.vande...@gmail.com Date: Wed, Mar 18, 2009 at 1:08 PM Subject: [rt-users] RTFM articles for unprivileged user group To: RT-Users@lists.bestpractical.com Hi, According to the lib/RT/FM/Introduction.pod [1] I can make articles in RTFM accessible to unprivileged users. Is this correct? I ask this because after granting ShowArticle per class or even globaly, unprivileged users still can't see the search box. Is there any other issue that I might consider other than the ShowArticle right? Thanks for your help. [1] SelfService Interface If you grant the Unprivileged user group the right ShowArticle, they will get a Search box at the top of their interface. This allows users to look for answer to questions before creating a Ticket. --Mr Vandeley ___ 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 ___ 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] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal
On Mar 20, 2009, at 6:38 PM, Gregor Huber wrote: Hello All, Has anyone any experience on this? Please help if possible :-) -Original Message- From: Gregor Huber Sent: Wednesday, March 18, 2009 7:14 PM To: 'RT-Users@lists.bestpractical.com' Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Sorry to bother. I think this might be user error since I did not see much posted under this subject. Help would be appreciated. Summary: Installed RTFM. I can see RTFM and add articles as privileged user. An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Seeing articles during ticket creation/reply is only supported in the full RT interface (privileged users) not the Self Service interface (unprivileged). I'd probably take a patch for this, but i'd have to think about it a bit more. Have RTFM 2.4.1 RT 3.8.2 Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/ plugins/RT-FM/RTFM_Config.pm (did not work) Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/ RT_SiteConfig.pm (saw this as possible solution) Hopefully that was $RTFM_TicketCreate -kevin Put debug line system echo hello /tmp/test into RTFM_Config.pm and verified file was being hit. Added ShowArticle in http://rt -RTFM-Configuration-Global-Group Rights - Unprivileged - ShowArticle After each step above I did do the following: Rm -rf /var/www/html/rt3/var/mason_data/* /etc/init.d/httpd restart Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Tickets from Emails
Swart, Tom wrote: I have setup RT 3.6 on Ubuntu 8.10 and I am able to access the web interface. I’m trying to setup the ability to email RT to create a ticket. I have the aliases created for the queues. I was wondering how to configure RT to pull the emails for a exchange 2003 server? The easiest thing is to set up an alias on your exchange server that sends mail to your RT server. helpd...@my.org - helpd...@rt.my.org Or just train your users to email helpd...@rt.my.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Allow only a specific user to see a Callback
Dear all,
I would like only a specific user, e.g 'John' to see a callback.
Currently I only see methods based on user rights, like:
%INIT
if ($session{'CurrentUser'}-UserObj-HasRight(
Right = 'AdminUsers',
Object = $RT::System,
)) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
/%init
%args
$toptabs =undef
/%args
I want only 'John' to see this callback, not everybody that has
'AdminUsers' right.
Your help is much appreciated!
Cheers,
merou
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[rt-users] Allow only a specific user to see a Callback
Dear all,
I would like only a specific user, e.g 'John' to see a callback.
Currently I only see methods based on user rights, like:
%INIT
if ($session{'CurrentUser'}-UserObj-HasRight(
Right = 'AdminUsers',
Object = $RT::System,
)) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
/%init
%args
$toptabs =undef
/%args
I want only 'John' to see this callback, not everybody that has
'AdminUsers' right.
Your help is much appreciated!
Cheers,
merou
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Re: [rt-users] Allow only a specific user to see a Callback
I'm no RT API expert, but I think from a best practices standpoint you
really ought to create a new group for the purpose, make 'John' a member of
that group, and then have the scrip allow the callback based on membership
in that group.
holland holland wrote:
Dear all,
I would like only a specific user, e.g 'John' to see a callback.
Currently I only see methods based on user rights, like:
%INIT
if ($session{'CurrentUser'}-UserObj-HasRight(
Right = 'AdminUsers',
Object = $RT::System,
)) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
/%init
%args
$toptabs =undef
/%args
I want only 'John' to see this callback, not everybody that has
'AdminUsers' right.
Your help is much appreciated!
Cheers,
merou
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--
--
Tom Lahti
BIT Statement LLC
(425)251-0833 x 117
http://www.bitstatement.net/
--
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Re: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal
Looks like we have two unanswered posts on this same topic. Is anyone integrating RTFM and RT for external facing consumption in the self help portal? Am I going to have to get off my RT platform? Please say no. Mayday Mayday Mayday... Can someone point me in the right direction if possible? I've already read the manual :-) -Original Message- From: Gregor Huber Sent: Friday, March 20, 2009 3:38 PM To: 'rt-users@lists.bestpractical.com' Subject: RE: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Hello All, Has anyone any experience on this? Please help if possible :-) -Original Message- From: Gregor Huber Sent: Wednesday, March 18, 2009 7:14 PM To: 'RT-Users@lists.bestpractical.com' Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Sorry to bother. I think this might be user error since I did not see much posted under this subject. Help would be appreciated. Summary: Installed RTFM. I can see RTFM and add articles as privileged user. An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Have RTFM 2.4.1 RT 3.8.2 Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work) Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution) Put debug line system echo hello /tmp/test into RTFM_Config.pm and verified file was being hit. Added ShowArticle in http://rt -RTFM-Configuration-Global-Group Rights - Unprivileged - ShowArticle After each step above I did do the following: Rm -rf /var/www/html/rt3/var/mason_data/* /etc/init.d/httpd restart Thanks! ___ 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] Is it possible to rename the rt database?
My RT_SiteConfig.pm has remained unchanged for the rt-eval site and points to the correct web location (/rt-eval). All of my saved searches (copied from production to eval) point to the wrong web location. What I have noticed is that if I look at my Saved Searches in the Advanced Editor the bottom section displays: href=/rt/Ticket/Display.html instead of href=/rt-eval/Ticket/Display.html Is this href value stored as part of the saved search in the database? Gordon Ruslan Zakirov wrote: I think your problem is not a DB, but RT's config file. you should adjust Web* options. Also, make sure test server connects to test (rt3-eval) DB, check Database* options. ___ 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] Fwd: RTFM articles for unprivileged user group
On Mon, Mar 23, 2009 at 8:27 PM, Kevin Falcone falc...@bestpractical.com wrote: On Mar 20, 2009, at 7:42 AM, Mr Vandeley wrote: I'm sorry to bother you but It would be really helpfull to get an answer to my question. Looking on previous list posts it seems that other people couldn't make this work neither. Old posts says that this feature wasn't fully functional. So, please, this should work with just this instructions [1] or there is something else that I should be looking for. You should be looking for the release of RTFM2.4.2 and RT3.8.3 -kevin Thanks Kevin for your kind answer, but [1] is there since version RTFM 2.4.1. Recently I've updated RT from 3.8.1 to 3.8.2 and still articles in RTFM are inaccessible to unprivileged users. So, you are saying that although manual says it should be working since previous versions I have to update them? There isn't any other point besides software version that I should look for? Regards, ___ 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] RTFM Topics
On Mon, Mar 23, 2009 at 8:21 PM, John Arends jare...@illinois.edu wrote: I'm testing RTFM right now. I have two classes defined as part of my test. One class has two topics defined, the other class has no topics defined. For some reason when viewing an article in the class with no topics, it looks like I am able to assign the two topics from the other class. Might I have something configured wrong? Or am I confused? I do not have any global topics defined. John, for what I know, topics are independent from classes. So you can define atopic as part of two different classes. From lib/RT/FM/Introduction.pod: Articles can belong to both global and class-specific Topics cheers, ___ 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] TransactionObj OldValue is not working for me
Actually I have defined autoclose as a Status which coincides with a
cron script that closes tickets with status autoclose. I have a
resolve scrip notification which is defined in my previous e-mail. I
do not want the notification to go out if the previous status was
autoclose.
On Mon, Mar 23, 2009 at 6:04 PM, Ken Crocker kfcroc...@lbl.gov wrote:
Slamp,
I don't think that the autoclose value has anything to do with a status
change. If you are looking for a transaction with Type = Status, then
the only values that will work would be the actual status values that are
available. I'm thinking you need to re-evaluate the condition part of that
scrip. What is it you want to do?
Kenn
LBNL
On 3/23/2009 12:51 PM, slamp slamp wrote:
I have the following in my resolve scrip that I borrowed from the
site. I added the $self-TransactionObj-OldValue ne autoclose
portion but it does not seem to be working. Can anyone help? Basically
I don't want to get this notification if the status old value was set
to autoclose.
Condition: User defined
Action: Notify Ccs and Requestors
Template: Global resolved
Custom condition:
my $result = undef;
if ($self-TransactionObj-Type eq Status
$self-TransactionObj-OldValue ne autoclose
$self-TransactionObj-NewValue eq resolved)
{
my $trans_list = $self-TicketObj-Transactions;
my $trans;
my $num_resolved = 0;
while ($trans = $trans_list-Next)
{
$num_resolved++ if ($trans-Ticket == $self-TicketObj-Id)
($trans-Type eq Status)
($trans-NewValue eq resolved);
}
$result = ($num_resolved = 1);
}
return($result);
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[rt-users] Setting Custom Field Value during Reply or Commnet
Possible I missed this in the archive, but wasn't sure what to search on. Running 3.8.1. We have a custom field Category. I just noticed that when replying or commenting and setting a value for that custom field, the value doesn't seem to be saved. Can anyone confirm that? I don't believe I've customized the Update.html file so would be interested to know if this is a real bug or our install. Thanks, Steve ___ 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] bizarre logouts with mysql on top level links
Hi all, I have installed rt3.8.2 from debian sid, and it works fine using sqlite. However when I configure it with mysql, I have random logouts occurring. I login as root. If I then just keep clicking along the LHS links (Home/Simple Search/Tickets/Tools/Config etc etc) then anywhere from 2 or more clicks the system will revert straight back to the login screen as if I had been logged out. If I instead just keep clicking the same menu item over over, it never logs out. Also, if I go into the 'Configuration' level of the menu, and then start randomly clicking in that level of the menu (Users/Groups/Queues etc) then I can click forever and the system never logs out. If I then go back to clicking the 'top' level menu again, it will log out after some more clicks. If I then go back to sqlite, and do the same tests, everything is fine in sqlite. This seems to be only an issues with mysql. I can't see any hints in syslog or apache logs or the mysql logs. Any ideas ? ps. i configured rt3.8.2 to work with mysql by the following method since there seems to be a configuration bug in the 'schema' action in rt-setup-database which results in an error claiming that the Attachments table already exists (as if the script is trying to execute twice?). rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action create mysql -u root -p rt3 /usr/share/request-tracker3.8/etc/schema.mysql rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action acl rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action coredata rt-setup-database --datafile /usr/share/request-tracker3.8/etc/initialdata --dba root --prompt-for-dba-password --action insert All these perform without error, and a check of the db shows everything is fine. Send instant messages to your online friends http://au.messenger.yahoo.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
