Re: [rt-users] Unable to drag files to attach them?

[Alex Hall]

Thanks for the clarification. After talking with more users, it looks like
some hadn't tried it since the 4.4.1 update but still assumed it was
broken, while others were dropping into the message field and not the drop
target. Still others were dragging images from websites, and thinking RT
wasn't working when the images failed to copy over. I think this one is
resolved, and sorry for the false alarm.

On Tue, Nov 8, 2016 at 4:10 PM, Shawn M Moore 
wrote:

> Hi Landon, Alex,
>
> On Nov 8, 2016, at 14:51, Landon Stewart  wrote:
> On Nov 8, 2016, at 10:39 AM, Alex Hall  wrote:
>
>
> Hi all,
> Users are complaining that they can't drag/drop files to attach them to
> tickets. I can't see the screen, so don't use a mouse, so can't test this
> first-hand. Are there browsers or other variables that are known to stop
> this functionality, or did I disable something I shouldn't have? Thanks.
>
>
> I can say that I've never dragged and dropped a file onto a ticket to
> attach it.  It sounds like users might just be used to sites like imgur and
> the like who let you do this because they have scripts that make it
> possible and they expect it to be possible for RT.  They'll have to click
> the "Choose File" button while updating a ticket and actually choose the
> file.
>
>
> In RT 4.4, we did add support for dragging and dropping attachments onto
> tickets. We have a quick demo of this feature in action at
> https://www.youtube.com/watch?v=aBwYK1a8W7U#t=1m23s and described on our
> blog at https://bestpractical.com/blog/2015/12/whats-new-in-44-
> improved-attachment-handling
>
> Unfortunately, Alex, it's not clear to me why it would be broken for your
> users. If you can provide any more information about what your users are
> experiencing as well as which browsers they're trying it in, we may be able
> to pinpoint a cause.
>
> Best,
> Shawn
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Los Angeles - January 9-11 2017

Re: [rt-users] Unable to drag files to attach them?

[Shawn M Moore]

Hi Landon, Alex,

> On Nov 8, 2016, at 14:51, Landon Stewart  wrote:
> On Nov 8, 2016, at 10:39 AM, Alex Hall  > wrote:
>> 
>> Hi all,
>> Users are complaining that they can't drag/drop files to attach them to 
>> tickets. I can't see the screen, so don't use a mouse, so can't test this 
>> first-hand. Are there browsers or other variables that are known to stop 
>> this functionality, or did I disable something I shouldn't have? Thanks.
> 
> I can say that I've never dragged and dropped a file onto a ticket to attach 
> it.  It sounds like users might just be used to sites like imgur and the like 
> who let you do this because they have scripts that make it possible and they 
> expect it to be possible for RT.  They'll have to click the "Choose File" 
> button while updating a ticket and actually choose the file.  

In RT 4.4, we did add support for dragging and dropping attachments onto 
tickets. We have a quick demo of this feature in action at 
https://www.youtube.com/watch?v=aBwYK1a8W7U#t=1m23s 
 and described on our blog 
at 
https://bestpractical.com/blog/2015/12/whats-new-in-44-improved-attachment-handling
 


Unfortunately, Alex, it's not clear to me why it would be broken for your 
users. If you can provide any more information about what your users are 
experiencing as well as which browsers they're trying it in, we may be able to 
pinpoint a cause.

Best,
Shawn-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] RT Script has stopped working

[Jesse Maseto]

Hello All,

Some thing strange just started happening today. ONLY script #3 "On Create
Autoreply To Requestors" has stopped working. Has anyone else encountered
this issue before? And if so how did you resolve? All other scripts are
running and working as they should. This is a very strange situation.

Thank you,
-Jesse



Jesse Maseto
Head of Support
ByWater Solutions
Support & Consulting for OSS
Office - Stratford,CT
T/F 888.900.8944
http://bywatersolutions.com
je...@bywatersolutions.com
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* Los Angeles - January 9-11 2017

Re: [rt-users] Unable to drag files to attach them?

[Alex Hall]

I'll pass this along, thanks. I think the confusion, then, is that the text
says "Drag files here or click to attach". Odd that it says to drag files
if there's no JS to support that feature. I'll see about changing the text
in the html so users don't expect this option.

On Tue, Nov 8, 2016 at 2:51 PM, Landon Stewart 
wrote:

> On Nov 8, 2016, at 10:39 AM, Alex Hall  wrote:
>
>
> Hi all,
> Users are complaining that they can't drag/drop files to attach them to
> tickets. I can't see the screen, so don't use a mouse, so can't test this
> first-hand. Are there browsers or other variables that are known to stop
> this functionality, or did I disable something I shouldn't have? Thanks.
>
>
> I can say that I've never dragged and dropped a file onto a ticket to
> attach it.  It sounds like users might just be used to sites like imgur and
> the like who let you do this because they have scripts that make it
> possible and they expect it to be possible for RT.  They'll have to click
> the "Choose File" button while updating a ticket and actually choose the
> file.
>
> With that said - On Sarfari for macOS you can drag a file to the "Choose
> File" button and it lights up while you do it but I don't know if that
> works on Windows and I don't know if it's the same in all browsers.
>
> --
> Landon Stewart
> Lead Analyst - Abuse and Security Management
> INTERNAP ®
>  lstew...@internap.com
>  www.internap.com
>
>


-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Unable to drag files to attach them?

[Landon Stewart]

On Nov 8, 2016, at 10:39 AM, Alex Hall 
> wrote:

Hi all,
Users are complaining that they can't drag/drop files to attach them to 
tickets. I can't see the screen, so don't use a mouse, so can't test this 
first-hand. Are there browsers or other variables that are known to stop this 
functionality, or did I disable something I shouldn't have? Thanks.

I can say that I've never dragged and dropped a file onto a ticket to attach 
it.  It sounds like users might just be used to sites like imgur and the like 
who let you do this because they have scripts that make it possible and they 
expect it to be possible for RT.  They'll have to click the "Choose File" 
button while updating a ticket and actually choose the file.

With that said - On Sarfari for macOS you can drag a file to the "Choose File" 
button and it lights up while you do it but I don't know if that works on 
Windows and I don't know if it's the same in all browsers.

--
Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
 lstew...@internap.com
 www.internap.com

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] avoiding duplicate emails for transaction types

[Alex Hall]

Hi all,
I'm setting up some email notifications, and am wondering how RT handles
sub-types of transactions.

I'm making a template to be used when a ticket is created, and others for
when a ticket has its status or priority changed. Those three are all
transactions, but I also have a template that is used for all transactions,
to cover anything else. Will RT see that it already has a script assigned
to, say, creation and not trigger the general transaction one, or will it
run both? Am I better off making or modifying scripts for each transaction
type I want, or, like naming templates the same as global ones in queues,
will RT be able to handle multiple scripts for one event in a hierarchical
way?

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Slowness engine change after Mysql

[Sebastian Parada]

Hello Guillaume,

Thanks for your help, but make the recommended change and I'm still slow 
and many querys in sending data.


If anyone has any other suggestions I would appreciate it.

regards

On 05/11/16 08:14, Guillaume wrote:

Try adding this to your my.cnf under [mysqld] :

sql_mode=ONLY_FULL_GROUP_BY,NO_ZERO_IN_DATE,NO_ZERO_DATE,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION 



MySQL 5.7 is stricter than previous versions and it can cause some 
issues.



Guillaume

Le 04/11/2016 à 20:56, Sebastian Parada a écrit :


Hello, can anyone help me ? :(

On 11/10/16 11:24, Sebastian Parada wrote:


Hi there,

We are experiencing some issues and would like to have your opinion.

I have an installation of rt_4.0.10, with mysql 5.1 on a redhat 5 OS.

We have upgraded the Mysql to release 5.7 and the OS to Centos 
release 7, keeping the RT release 4.0.10. Once upgraded, the RT 
system start to have performance issues, taking about 1 minute to 
display the starting windows, more or less. We have noted that it 
depends on how many users are connected.


Considering this, i would like to know if someone has noted tha same 
issue or similar, or if maybe the Mysql and Centos releases 
currently installed could be generating issues with the RT.


We know that we have to upgrade the RT release, but before that, i 
would like to know the root cause of this performance issue.



Thanks in advance. Your opinion or diagnose would be appreciated.

Regards.






-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training

* Los Angeles - January 9-11 2017



--
Atte
Sebastian Parada Ríos
Ingeniero de Sistemas
Subdirección Operaciones y Plataforma
Pontificia Universidad Católica de Chile
Teléfono: (56 2) 354 1323

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Los Angeles - January 9-11 2017

[rt-users] Unable to drag files to attach them?

[Alex Hall]

Hi all,
Users are complaining that they can't drag/drop files to attach them to
tickets. I can't see the screen, so don't use a mouse, so can't test this
first-hand. Are there browsers or other variables that are known to stop
this functionality, or did I disable something I shouldn't have? Thanks.

-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

[rt-users] Suggested config to run RT on Amazon EC2 server

[François Meehan]

Hi,

We are planning to move our RT instance to the cloud, using an EC2 server
running Ubuntu.

Should we use a t2.small (1 CPU 1 Gig ram) or  a t2.medium (2 CPU 4 Gig
ram) ?

Our usage is light, 10 new tickets per day approx.

Thanks in advance,

-- 

*François MEEHAN*
IT Manager | Responsable TI
*VuWall Technology, Inc.*


*Tel:* +1 514-505-4436
*Skype:* VuWall-Support
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RT 4.4 and RTIR training sessions, and a new workshop day! 
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* Los Angeles - January 9-11 2017

Re: [rt-users] "Hidden" tickets suddenly appear

[Jeff Blaine]

> You need to find out what is preventing the ticket from showing up in
> your query. One of your AND conditions may not be met so the ticket
> does not show up. Are you saving your Email that is creating the missed
> tickets? You could try submitting a similar Email to see if it has the
> same visibility problem. Also, do you have any customizations? Sometimes
> a change can have unusual ramifications down the line.

Another "hidden" ticket appeared last week (11/4) in the search results.
It is ~7 months old.

* Ticket has zero transactions
* Ticket is in 'new' status as expected. Never had a different
  state.
* Ticket is owned by 'Nobody in particular' (aka account name
  'Nobody') as expected for a ticket with no transactions. Never
  had a different owner.
* Ticket is in 'atcc-help' queue. Never had a different queue.
* All criteria above match the search query below fully:

Queue = 'atcc-help'
AND
   (
  Status = 'new'
  OR Status = 'open'
  OR Status = 'stalled'
   )
AND (
   Owner = 'Nobody'
   OR Owner = 'jbla...@our.org'
)

Yet it sat hidden for ~7 months, not showing in the search results,
and then popped into view Friday 11/4.

We do not have any homebrew customizations at all for *this* RT
instance.

We use RT::Extension::Nagios and RT::Extension:Assets.

I can't really picture how we could reproduce this failure scenario.

-- 
Jeff Blaine
kickflop.net
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[rt-users] Problems with numerical username (External authentication)

[MILITA MARCO]

Hi,

I am using RT (4.4.1) with external authentication (Active Directory)
the problem is that our AD uses a numerical value as username,
so, when RT try to Load the user information it found a numerical value and
execute "LoadById".

My dirty solution, at the moment, is to change the regular expression in this 
way:
(our usernames are 7 numerical digit)

--- lib/RT/User.pm  2016-07-18 22:20:17.0 +0200
+++ lib/RT/UserNew.pm   2016-11-08 13:43:25.457625208 +0100
@@ -464,7 +464,7 @@
 my $self = shift;
 my $identifier = shift || return undef;

-if ( $identifier !~ /\D/ ) {
+if ( $identifier !~ /\D|\d{7}/ ) {
 return $self->SUPER::LoadById( $identifier );
 } elsif ( UNIVERSAL::isa( $identifier, 'RT::User' ) ) {
 return $self->SUPER::LoadById( $identifier->Id );


how to solve the problem ?

best regards
Marco Milita


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[rt-users] Different signature per queue

[John Angel]

Trying to make different signature per queue. Don't want to use templates
but $SignatureAboveQuote.

I understand this can be done by changing html/Elements/MessageBox. Didn't
find some callback for this.

Want to do something like:

if ($Ticket->QueueObj->Name contains "first")
 $signature = "first signature";
else
if ($Ticket->QueueObj->Name contains "second")
 $signature = "second signature";

Wondering how to access $Ticket->QueueObj->Name within MessageBox? Thanks in
advance.


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