No, no more rights please if not necessary. I think I'm familiar with
most of them now but it was a mess to come to point of understanding
with that many rights and different locations to set them in RT.
Does nobody has an answer to my question, does nobody has similar
experiences maybe or a work-
Jesse Vincent wrote:
>
> On Aug 8, 2007, at 8:25 PM, lists_rt wrote:
>
>> Hello folks!
>>
>> First off, I want to thank Best Practical for their brilliant system
>> that made my life ten times easier.
>>
>> My question: has anyone ever scripted the generation of Outlook tasks
>> from a *nix platfor
Gary Oberbrunner wrote:
> Isn't this a common thing, to want to find the open tickets that aren't
> being handled in a timely fashion?
How about setting up a custom field like "Where the ball lays" with
values of "Customer" or "Us". Then write a scrip to flip that value if
one of your people repl
I don't think there is a way in RT to perform the search you want (at least
not a straightforward one). You're best bet is to create a custom script
to perform a mysql query that would identify tickets that would match the
following criteria:
(status is open) AND (last update was performed by the
Matt, if you get this up and running would you mind sharing the setup process
with the group? This sounds like a pretty interesting integration, I know
there have been many occassions when I would like to have this stuff in my
Outlook.
Keep us posted!
-Original Message-
From: Jesse Vi
On Aug 8, 2007, at 8:25 PM, lists_rt wrote:
Hello folks!
First off, I want to thank Best Practical for their brilliant system
that made my life ten times easier.
My question: has anyone ever scripted the generation of Outlook tasks
from a *nix platform, either through some dandy Perl/Python/R
Hello folks!
First off, I want to thank Best Practical for their brilliant system
that made my life ten times easier.
My question: has anyone ever scripted the generation of Outlook tasks
from a *nix platform, either through some dandy Perl/Python/Ruby/etc.
module or by manually piecing together
James Moseley wrote:
> Additionally, you probably want to use a status of 'new'. New tickets mean
> they haven't been touched. Of course, new tickets don't have a 'Told'
> value. If a ticket is open, it's been touched in some manner, but it
> doesn't mean that the customer has been responded to.
On Wed, 8 Aug 2007 17:57:10 -0300
"[EMAIL PROTECTED]" <[EMAIL PROTECTED]> wrote:
> Hi,
>
> We been browsing Best Practical Wiki and Google in order to find any
> How-to or docs to get Resports on the RT.
> Probably someone did the work and would like to share it?
>
> Thx.
> Seb.-
I use two litt
Additionally, you probably want to use a status of 'new'. New tickets mean
they haven't been touched. Of course, new tickets don't have a 'Told'
value. If a ticket is open, it's been touched in some manner, but it
doesn't mean that the customer has been responded to...
Are you looking for ticke
Ruslan Zakirov wrote:
> Try the following:
> Queue = 'support' AND Status = 'open' AND Told < '-5 hours'
Simple, but unfortunately it mostly gets the cases where we're waiting for the
customer and not the other way around.
I'd be happy if I could say LastUpdatedBy <> Owner too...
> Sorry, but th
Try the following:
Queue = 'support' AND Status = 'open' AND Told < '-5 hours'
Sorry, but the UI doesn't support building queries where date fields
are compared to each other.
On 8/9/07, Gary Oberbrunner <[EMAIL PROTECTED]> wrote:
> I'd like to make a query to find all open tickets where the cust
my $values = RT::CustomFieldValues->new( $RT::SystemUser );
$values->LimitToCustomField( $custom_field_id );
while ( my $value = $values->Next ) {
print $value->Name, "\n";
}
On 8/8/07, Mathew Snyder <[EMAIL PROTECTED]> wrote:
> I need to get a list of all of the values for one particular cust
I'm sure I don't have to explain that sometimes people do things that
require this kind of information. It's hard to look at the RT interface
and telepathically move the information in the custom field to the
application I'll be using it in.
That said, as the API has the functionality to do this
$user_obj->Organisation; # returns value
$user_obj->SetOrganisation('new value'); # set new value
`perldoc lib/RT/User.pm` - basic accessors
`perldoc lib/RT/User_Overlay.pm` - more methods
On 8/9/07, Keith Edmunds <[EMAIL PROTECTED]> wrote:
> On Wed, 8 Aug 2007 03:26:21 +0400, [EMAIL PROTECTED] s
Hi,
We been browsing Best Practical Wiki and Google in order to find any
How-to or docs to get Resports on the RT.
Probably someone did the work and would like to share it?
Thx.
Seb.-
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
I'd like to make a query to find all open tickets where the customer's been
waiting for a reply for longer than N hours. It looks to me like Told is the
last time the customer was replied to, and LastUpdated is the last time
anything happened in the ticket. So I tried this, in the Edit Query view
On Wed, 8 Aug 2007 03:26:21 +0400, [EMAIL PROTECTED] said:
> I can suggest you another way with two scrips:
> 1) Update Company field of requestors when an user update customer
> custom field
That's a smart idea, but how does one access the requestor's company field
(presumably "Organization") fr
Why do you need a query to do this? Can't you just look at Configuration->
CustomFields->YourCustomField and view its current value options?
If you need to do a SQL query, use:
SELECT DISTINCT CustomFieldValues.Name FROM CustomFieldValues JOIN
CustomFields ON CustomFields.id=CustomFieldValues.Cus
I am sure you can do this by using a single mysql command, but...
To get the numeric id of the custom field:
mysql> select id from CustomFields where Name='';
Grab the id, then:
mysql> select * from CustomFieldValues where CustomField='';
James Moseley
I need to get a list of all of the values for one particular custom field. I
had a script which did this after about a week or two of banging my head against
my desk. However, I no longer have this script and am left banging my head
again as I've forgotten how to gather this list up.
I've tried
To the Rights Questioni'm really missing a right like UnOwnTicket...!!!
--
Thanks in advance
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID
:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMA
To all,
"It would be great if, in future versions, you could specify mandatory
for ticket creation and mandatory for ticket resolution."
Here Here! That is an excellent suggestion.
Kenn
LBNL
Forrest Blount wrote:
Regarding what makes a field "mandatory":
What I'd love to see (and
To all,
I can think of many situations where I could have a business group
watching the progress (workflow status, etc.) of a ticket that is
set/modified using a custom field. They need to see it because they are
affected, but I do not want them to change it.
Kenn
LBNL
Ruslan Zakirov wrot
On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>
>
>
> H, an new right would not fix the core of the problemi think this
>> not only occurs on create, this can also hapen at resolve time.
>What exactly can happen?
What happens? I think, from my scenario the last user in the
Regarding what makes a field "mandatory":
What I'd love to see (and what I initially assumed the "mandatory" option
provided) was for fields to be required before a ticket could be resolved.
We have yet to implement the mandatory feature on any queues here because,
for the vast majority of the ti
Obviously, RT is installed in /usr/local/lib/rt3. To make custom changes
to your logo without changing the default Logo file, put the customized
Logo file in /usr/local/lib/rt3/local/htmlElements/Logo.
Next, dump the $LocalPath setting in RT_SiteConfig.pm - it's not needed.
BTW, what is the path
On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>
>
>
> H, an new right would not fix the core of the problemi think this
> not only occurs on create, this can also hapen at resolve time.
What exactly can happen?
>
> From the workflow point of view we have the situation tha
Kenn,
On Aug 8, 2007, at 12:55 PM, Kenneth Crocker wrote:
We have not heard of an expected fix date either.
We don't generally promise fixes for things to non-customers.
(Verified security issues are, of course, an exception.) It's one of
the few things we actually charge money for ;).
B
Tim,
We are testing 3.6.4 and have NOT been able to get the sort by a custom
field (let alone MORE than 1) to work. We have not heard of an expected
fix date either.
Kenn
LBNL
Timothy Smith wrote:
My client is running a customized RT 3.6.1 and they're unable to sort
searches by a custom f
Wednesday, August 8, 2007, 7:45:08 PM, you wrote:
> I think I was envisioning "ondisk" as a new encoding meaning "the
> content is the path to the attachment's content on disk (presumably
> named as a sha1 sum of its content) and not a prefox to the existing
> encodings. There's not much sense
H, an new right would not fix the core of the problemi think this not
only occurs on create, this can also hapen at resolve time.
From the workflow point of view we have the situation that a user creates a
ticket with only limited rights, later groups working at the same ticket have
mor
If a CF is mandatory then all users who can create tickets in queues
CF applies to must have 'ModifyCustomField' right. I think this way.
Do you have another ideas? At least as I understand this the way it
work now.
I was thinking about while fixing bug in 3.7 and came to two ideas:
1) Mandatory C
At create time? Or how have you fixef this problem???
-Original Message-
From: Joe Casadonte <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm
CC: [EMAIL PROTECTED] <[EMAIL PROTECTED]>; rt-users@lists.bestpractical.com
Sent: Wed Aug 08 17:53:33 2007
Subject: Re: AW: Re: [rt-users] Custom
On 8/8/2007 11:28 AM, Ham MI-ID, Torsten Brumm wrote:
Yes for a normal cf this is not critical, but together with a cf set to
mandatory this becomes critical, because the user is not able to create
a ticket via gui anymore for this queue :-(
We get around this by having a scrip kick off and s
On Aug 8, 2007, at 10:47 AM, Boris Lytochkin wrote:
Wednesday, August 8, 2007, 6:22:31 PM, you wrote:
This might be a good place to use the ContentEncoding field to
describe an 'ondisk' encoding.
How do you expect to use this filed?
Something like '(ondisk|inDB),(base64|quoted-printable|...
You could do that or just have 'ondisk' be a new encoding type added at
the end of the list.
The Content field of the data base could store the path to the file
relative to a config option.
I would suggest a file size threshold option if RT starts using the file
system to store attachements.
Th
Hi ruslan,
Yes for a normal cf this is not critical, but together with a cf set to
mandatory this becomes critical, because the user is not able to create a
ticket via gui anymore for this queue :-(
Torsten
-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Ham MI-ID, T
It appears to be almost fixed now.
The system configuration on the web interface has this line :
RT::LocalPath /usr/local/lib/rt3
so I created
/usr/local/lib/rt3/html/Elements/Logo
and made that use the local logo that I wanted.
Cleared the mason cache, restarted Apache and it worked !!
I tried
I would assume /usr/local/lib/rt3 exists? Is /usr/share/rt3 simply a
symbolic link to /usr/local/lib/rt3?
If RT is actually installed in /usr/local/lib, then see if
/usr/local/lib/rt3/local/html exists.
Lastly, check your Apache config and logs to see where RT is pulling the RT
logo from. That
On 8/8/2007 10:25 AM, Luke E Morgan wrote:
Started up apache again, and it still displays the Best Practical logo.
Try logging out and logging back in.
--
Regards,
joe
Joe Casadonte
[EMAIL PROTECTED]
== ==
== The statements a
James,
Thanks for pointing that out.
I was following some instructions somewhere in setting that up.
If I can find them, and I didn't just follow them wrong, then I'll correct
them !
Unfortunately, your suggestion hasn't fixed my problem, but has got me
thinking along different lines.
I noticed
Wednesday, August 8, 2007, 6:22:31 PM, you wrote:
> This might be a good place to use the ContentEncoding field to
> describe an 'ondisk' encoding.
How do you expect to use this filed?
Something like '(ondisk|inDB),(base64|quoted-printable|...)'?
> On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wr
Luke, just realized my response below was not sent to the list yesterday.
Reading your recent post, I just noticed something from your original post
yesterday:
> It has been installed into
> /usr/share/rt3
> I've created /usr/local/rt3/html/Elements/
> and copied the Logo file into that directory.
Hi everybody,
just saw the request of Torsten and Ruslan's answer to it.
I have a similar situation (bug??) here: A user with the rights
CreateTicket
ReplyTicket
SeeQueue
ShowTicket
Watch
can create a ticket but also set Status and the Owner while creating the
ticket.
In the mail list I've found
Thanks for the suggestion. Unfortunately it doesn't seem to have helped.
I've now set /usr/local/rt3/html/Elements/Logo
to read :
Stopped apache, cleared the mason cache,
(rm -rf /var/cache/rt3/mason_cache/)
I edited my RT_SiteConfig.pm and commented out all the Logo variables and
set
Set($We
On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote:
Wiki would be enough, but there is a problem in current patch state:
it uses special constant string inplace of real content to indicate
that file is located out of DB.
Right way is to use flag in table. I do not think that changing scheme
wit
On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
> Hi RT Users, Developers,
>
> i'm not 100% sure if this is a bug or if i'm again too dumb...
>
> For a Custom Field, I can grant the following Group Rights:
>
> SeeCustomField
> ModifyCustomField
> AdminCustomField
>
> >From my point o
On Wed, 2007-08-08 at 08:28 -0400, Joe Casadonte wrote:
> On 8/7/2007 1:01 PM, Scott T. Hildreth wrote:
>
> > If I query the Transactions table, selecting only transactions for
> > this
> > ticket that were created by non-RT::System ids, there are 29. All of
> > type
> > RT::
OK, now i'm sure, this is a but inside the CF ACL, taken from the RT Book:
AdminCustomField -> right to change the CF Name and Values.
SeeCustomField -> right to see the CF
ModifyCustomField -> right to see and set the CF's Values.
So, from my point of view, this is not working
--
Thanks i
On Jul 31, 2007, at 3:03 PM, Toni de la Fuente wrote:
Jul 31 20:50:39 rainbow RT: Could not record email: Could not load a
valid user (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:73)
Have you given Everyone the right CreateTickets?
Or given the user sending mail the right to create Ticke
On Jul 31, 2007, at 6:58 AM, Roy El-Hames wrote:
Hi;
line 151 in ShowTransaction there is:
my $aid =
is that a bug else what ist used for, I can't find any other
reference to $aid anywhere else ..
Hi Roy
It looks like it was an accidental commit with some changes a few
lines down.
It is
Hi RT Users, Developers,
i'm not 100% sure if this is a bug or if i'm again too dumb...
For a Custom Field, I can grant the following Group Rights:
SeeCustomField
ModifyCustomField
AdminCustomField
>From my point of understanding, SeeCustomFields allows a user to see the CF
>and it's content,
On Jul 26, 2007, at 6:53 AM, Jörg Ungermann wrote:
What is the mechanism of logging a user in?
Is it sufficient to have
- a valid session in the sessions table
- a valid cookie matching the session?
to access RT via Browser?
Can a session be hijacked this way?
We are looking for a way to log
On 8/7/2007 2:21 PM, Firas Batal (QA/EMC) wrote:
This is the summary of the problem: Links are not clickable after I
have changed the Default RT at a Glance. I am running RT 3.6.3,
Perl v5.8.3 under Linux (FC6), and MySql 5.0.27. This is not a
production site, but rather an experimental PC tha
On 8/7/2007 1:01 PM, Scott T. Hildreth wrote:
If I query the Transactions table, selecting only transactions for this
ticket that were created by non-RT::System ids, there are 29. All of type
RT::Ticket. If unset the $OldestTransactionsFirst, the history on the display
On 8/7/2007 5:20 AM, Luke E Morgan wrote:
I'm sure I'm just missing something simple, but I cannot seem to change
the BP logo on my install of RT 3.6.3 on Fedora Core 7.
I've installed RT using yum (lazy I know, but it works apart from this
issue).
It has been installed into
/usr/share/rt3
I'
Hi folks.
I've just had to move my RT3 install onto a new box and all's going well until
I try to use it. When I try to bring the login page up I get Internal Server
Error.
The log file shows:
[Wed Aug 08 11:18:06 2007] [error] [client 10.1.1.118] Connect Failed FATAL:
password authenticatio
Hi again!
My first try was in June. Does any body has an idea?
> One of my users would like to sort his savedsearches alphabetically.
> I doesn't found a way to do that.
> Any hints?
Best regards,
Björn
___
http://lists.bestpractical.com/cgi-bin/mai
Wiki would be enough, but there is a problem in current patch state:
it uses special constant string inplace of real content to indicate
that file is located out of DB.
Right way is to use flag in table. I do not think that changing scheme
witch patching is a good idea, that is why this patch must
Hi everyone,
I am wondering whether there is someone there who could help.
This is the summary of the problem: Links are not clickable after I have
changed the Default RT at a Glance. I am running RT 3.6.3, Perl
v5.8.3 under Linux (FC6), and MySql 5.0.27. This is not a production
site
61 matches
Mail list logo
