Re: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface]

2007-11-02 Thread Mathew 
I recommend we figure out where he works and send it directly to his CEO.

Mathew
Keep up with my goings on at http://theillien.blogspot.com

Andrew Smith wrote:
> Google found this:
> http://www.shinmashii.net/
> 
> He seems very unhappy with the world.
> Andrew
> 
> Jesse Vincent wrote:
>> Way to ruin an opensource developer's evening #1. File a "bug report"
>> like this.
>>
>> Does anyone here happen to know 'Brian Kroger' is or why he has such a
>> problem interacting with an open source project like an adult?
>>
>> -j
>>  
>> 
>>
>> Subject:
>> [fsck.com #8625] Bug found: no documentation on REST interface
>> From:
>> "Bryan Kroger via RT" <[EMAIL PROTECTED]>
>> Date:
>> Fri, 2 Nov 2007 19:39:54 -0400 (EDT)
>> To:
>> undisclosed-recipients:;
>>
>> To:
>> undisclosed-recipients:;
>>
>>
>> Fri Nov 02 19:39:46 2007: Request 8625 was acted upon.
>> Transaction: Ticket created by [EMAIL PROTECTED]
>>Queue: rt3
>>  Subject: Bug found: no documentation on REST interface
>>Owner: Nobody
>>   Requestors: [EMAIL PROTECTED]
>>   Status: new
>>  Ticket http://rt3.fsck.com//Ticket/Display.html?id=8625 >
>> -
>> You idiots seemed to have left out the documentation for your REST
>> interface.
>>
>> If all google can find in the way of manuals for your water head abortion
>> you call a ticketing system is a freakin MICROSOFT DOC FILE you know
>> you've
>> sunk to new lows.
>> http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc
>>
>> Wow guys, you rock!  That's raising the bar all the way up to "polished
>> turd" level!  Grats!
>>
>> I work for a very large social networking company and apparently
>> pissed off
>> someone enough that I'm being punished by having to figure out how to use
>> your "software."  You guys really make the case for creating laws that
>> ban
>> certain people from ever touching a keyboard.  Like you, I agree that
>> punishment of this degree continues cruel and unusual punishment, but
>> whatever.
>>
>> Take that how you will, your site sucks, your software sucks, and your
>> more
>> then welcome to blast off on me all you want.  It's not going to
>> change the
>> fact that you apes are the fungal infection on the ball sack of humanity.
>>
>> Have a great fucking day!
>>
>>  
>> 
>>
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
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>> take
>> up to 20 percent off the price. This sale won't last long, so get in
>> touch today. Email us at [EMAIL PROTECTED] or call us at +1
>> 617 812 0745.
>>
>>
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>> Commercial support: [EMAIL PROTECTED]
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>>
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>> Buy a copy at http://rtbook.bestpractical.com
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> 812 0745.
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Re: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface]

2007-11-02 Thread Andrew Smith 

and apparently pissed off someone enough that I'm being punished


Wow, really?  I find it hard to believe that someone who has such a 
pleasant disposition would attract negative attention.


My 2cents worth:
RT is awesome, it's the best tool I have, aside from ssh :)
It is an excellent example of why Open Source is the future of 
software/solutions.


Andrew

Jesse Vincent wrote:

Way to ruin an opensource developer's evening #1. File a "bug report"
like this.

Does anyone here happen to know 'Brian Kroger' is or why he has such a
problem interacting with an open source project like an adult?

-j
  




Subject:
[fsck.com #8625] Bug found: no documentation on REST interface
From:
"Bryan Kroger via RT" <[EMAIL PROTECTED]>
Date:
Fri, 2 Nov 2007 19:39:54 -0400 (EDT)
To:
undisclosed-recipients:;

To:
undisclosed-recipients:;


Fri Nov 02 19:39:46 2007: Request 8625 was acted upon.
Transaction: Ticket created by [EMAIL PROTECTED]
   Queue: rt3
 Subject: Bug found: no documentation on REST interface
   Owner: Nobody
  Requestors: [EMAIL PROTECTED]
  Status: new
 Ticket http://rt3.fsck.com//Ticket/Display.html?id=8625 >
-
You idiots seemed to have left out the documentation for your REST
interface.

If all google can find in the way of manuals for your water head abortion
you call a ticketing system is a freakin MICROSOFT DOC FILE you know you've
sunk to new lows.
http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc
Wow guys, you rock!  That's raising the bar all the way up to "polished
turd" level!  Grats!

I work for a very large social networking company and apparently pissed off
someone enough that I'm being punished by having to figure out how to use
your "software."  You guys really make the case for creating laws that ban
certain people from ever touching a keyboard.  Like you, I agree that
punishment of this degree continues cruel and unusual punishment, but
whatever.

Take that how you will, your site sucks, your software sucks, and your more
then welcome to blast off on me all you want.  It's not going to change the
fact that you apes are the fungal infection on the ball sack of humanity.

Have a great fucking day!

  



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Re: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface]

2007-11-02 Thread Andrew Smith 

Google found this:
http://www.shinmashii.net/

He seems very unhappy with the world.
Andrew

Jesse Vincent wrote:

Way to ruin an opensource developer's evening #1. File a "bug report"
like this.

Does anyone here happen to know 'Brian Kroger' is or why he has such a
problem interacting with an open source project like an adult?

-j
  




Subject:
[fsck.com #8625] Bug found: no documentation on REST interface
From:
"Bryan Kroger via RT" <[EMAIL PROTECTED]>
Date:
Fri, 2 Nov 2007 19:39:54 -0400 (EDT)
To:
undisclosed-recipients:;

To:
undisclosed-recipients:;


Fri Nov 02 19:39:46 2007: Request 8625 was acted upon.
Transaction: Ticket created by [EMAIL PROTECTED]
   Queue: rt3
 Subject: Bug found: no documentation on REST interface
   Owner: Nobody
  Requestors: [EMAIL PROTECTED]
  Status: new
 Ticket http://rt3.fsck.com//Ticket/Display.html?id=8625 >
-
You idiots seemed to have left out the documentation for your REST
interface.

If all google can find in the way of manuals for your water head abortion
you call a ticketing system is a freakin MICROSOFT DOC FILE you know you've
sunk to new lows.
http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc
Wow guys, you rock!  That's raising the bar all the way up to "polished
turd" level!  Grats!

I work for a very large social networking company and apparently pissed off
someone enough that I'm being punished by having to figure out how to use
your "software."  You guys really make the case for creating laws that ban
certain people from ever touching a keyboard.  Like you, I agree that
punishment of this degree continues cruel and unusual punishment, but
whatever.

Take that how you will, your site sucks, your software sucks, and your more
then welcome to blast off on me all you want.  It's not going to change the
fact that you apes are the fungal infection on the ball sack of humanity.

Have a great fucking day!

  



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Re: [rt-users] Groups For Unprivileged Users

2007-11-02 Thread Arun Mahajan 
Hello Kenneth,

Thanks a lot. I tried that and it worked. But is there a way to allow a
few unprivilged users access to a queue and leave the others. For Example:
If i have user A, B and C, can i allow access to only User A and restrict
B & C from accessing information in a queue.

Regards,

Arun Mahajan

> Arun,
>
>
>   Try removing the "CreateTicket" right from the global "unprivileged"
> and put it in the "unprivileged" of just the queues you want it in. That
> way, "unprivileged" will not be able to create any tickets in those
> queues that do not allow that right.
>
>
> Kenn
> LBNL
>
> On 11/2/2007 10:50 AM, Arun Mahajan wrote:
>> Hi,
>>
>> I'm new to request tracker and have been trying to configure it for my
>> organization. Can anybody tell me if there's a way to create groups for
>> unprivilged users. Currently, all the unprivileged users that i have
>> created are part of one single group "Unprivileged". This doesn't allow
>> me
>> to restrict a few of the unprivileged users from creating tickets in
>> certain queues.
>>
>> Regards,
>>
>> Arun Mahajan
>>
>>
>>
>>
>> ___
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>>
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>>
>
>


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Re: [rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface]

2007-11-02 Thread Todd Chapman 
What a sweetheart! Just ignore him Jesse. I know I will!

On 11/2/07, Jesse Vincent <[EMAIL PROTECTED]> wrote:
> Way to ruin an opensource developer's evening #1. File a "bug report"
> like this.
>
> Does anyone here happen to know 'Brian Kroger' is or why he has such a
> problem interacting with an open source project like an adult?
>
> -j
>
>
>
> Fri Nov 02 19:39:46 2007: Request 8625 was acted upon.
> Transaction: Ticket created by [EMAIL PROTECTED]
>Queue: rt3
>  Subject: Bug found: no documentation on REST interface
>Owner: Nobody
>   Requestors: [EMAIL PROTECTED]
>   Status: new
>  Ticket http://rt3.fsck.com//Ticket/Display.html?id=8625 >
> -
> You idiots seemed to have left out the documentation for your REST
> interface.
>
> If all google can find in the way of manuals for your water head abortion
> you call a ticketing system is a freakin MICROSOFT DOC FILE you know you've
> sunk to new lows.
> http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc
> Wow guys, you rock!  That's raising the bar all the way up to "polished
> turd" level!  Grats!
>
> I work for a very large social networking company and apparently pissed off
> someone enough that I'm being punished by having to figure out how to use
> your "software."  You guys really make the case for creating laws that ban
> certain people from ever touching a keyboard.  Like you, I agree that
> punishment of this degree continues cruel and unusual punishment, but
> whatever.
>
> Take that how you will, your site sucks, your software sucks, and your more
> then welcome to blast off on me all you want.  It's not going to change the
> fact that you apes are the fungal infection on the ball sack of humanity.
>
> Have a great fucking day!
>
> --
> -Krogebry
>
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch 
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>
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>
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[rt-users] [Fwd: [fsck.com #8625] Bug found: no documentation on REST interface]

2007-11-02 Thread Jesse Vincent 
Way to ruin an opensource developer's evening #1. File a "bug report"
like this.

Does anyone here happen to know 'Brian Kroger' is or why he has such a
problem interacting with an open source project like an adult?

-j
--- Begin Message ---


Fri Nov 02 19:39:46 2007: Request 8625 was acted upon.
Transaction: Ticket created by [EMAIL PROTECTED]
   Queue: rt3
 Subject: Bug found: no documentation on REST interface
   Owner: Nobody
  Requestors: [EMAIL PROTECTED]
  Status: new
 Ticket http://rt3.fsck.com//Ticket/Display.html?id=8625 >
-
You idiots seemed to have left out the documentation for your REST
interface.

If all google can find in the way of manuals for your water head abortion
you call a ticketing system is a freakin MICROSOFT DOC FILE you know you've
sunk to new lows.
http://download.bestpractical.com/pub/rt/contrib/2.0/WebRT%2520Manual%2520-%2520User%2520Guide%2520share.doc
Wow guys, you rock!  That's raising the bar all the way up to "polished
turd" level!  Grats!

I work for a very large social networking company and apparently pissed off
someone enough that I'm being punished by having to figure out how to use
your "software."  You guys really make the case for creating laws that ban
certain people from ever touching a keyboard.  Like you, I agree that
punishment of this degree continues cruel and unusual punishment, but
whatever.

Take that how you will, your site sucks, your software sucks, and your more
then welcome to blast off on me all you want.  It's not going to change the
fact that you apes are the fungal infection on the ball sack of humanity.

Have a great fucking day!

-- 
-Krogebry

--- End Message ---
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Re: [rt-users] Groups For Unprivileged Users

2007-11-02 Thread Kenneth Crocker 

Arun,


	Try removing the "CreateTicket" right from the global "unprivileged" 
and put it in the "unprivileged" of just the queues you want it in. That 
way, "unprivileged" will not be able to create any tickets in those 
queues that do not allow that right.



Kenn
LBNL

On 11/2/2007 10:50 AM, Arun Mahajan wrote:

Hi,

I'm new to request tracker and have been trying to configure it for my
organization. Can anybody tell me if there's a way to create groups for
unprivilged users. Currently, all the unprivileged users that i have
created are part of one single group "Unprivileged". This doesn't allow me
to restrict a few of the unprivileged users from creating tickets in
certain queues.

Regards,

Arun Mahajan




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Re: [rt-users] Unowned Tickets list

2007-11-02 Thread Kenneth Crocker 

Kobus,


	From what you've listed, it looks like anyone in this group SHOULD be 
able to see all unowned tickets, at least in queue comp1. I didn't see 
the right to modify listed so I assume you have granted that right 
globally to the role "owners". I would think that the key to "seeing" 
unowned tickets in a queue is having the rights "TakeTicket", 
"StealTicket", and "OwnTIcket" for that queue either individually or 
thru group rights. Also, if those rights are granted globally to 
"Privileged" or "Everyone". If those rights are granted to any roles 
globally or for a queue and someone is in one of those roles then that 
will also allow them to see unowned tickets in a queue. I might be 
wrong, but that's how it seems to work for us.


Kenn
LBNL

On 11/2/2007 7:11 AM, Kobus Bensch wrote:

Hi

I saw an email from an RT user regarding unowned tickets. I have a 
similar problem where it appears all users see all unowned tickets. And 
search I may I am unable to find the correct combination of rights to 
prevent this except for the users belonging to all groups.


I have the following setup:

User A belongs to group A. Queue Comp1 has group a as membership with 
the following rights for the group and the queue:

Queue group rights


  Current rights

/(Check box to revoke right)/
CommentOnTicket
CreateTicket
OwnTicket
ReplyToTicket
SeeQueue
StealTicket
TakeTicket
Watch

Group rights


  Current rights

/(Check box to revoke right)/
SeeGroup

Can you perhaps let em know where I am going wrong.

Thanks in advance

Kobus




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Re: [rt-users] RTFM 2.2.1 upgrade issue

2007-11-02 Thread Roy McMorran 

Roy McMorran wrote:

Kevin Falcone wrote:
I'm updating the upgrade instructions to get ready for 2.2.2 so I'm 
interested

in seeing what you need to do to get safely upgraded.
What I'm seeing is that (post-upgrade) none of the custom fields are 
selected for any class, hence no content.
In the end I just manually re-enabled the correct custom fields for the 
18 classes I had.


Thanks for the input everyone.

Cheers,
-r
--

Roy McMorran
Systems Administrator
MDI Biological Laboratory
[EMAIL PROTECTED]

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[rt-users] Use of Asset Tracker "Name" field

2007-11-02 Thread Kevin Squire 

While researching, I found this question that someone else asked back in
2005 (http://www.gossamer-threads.com/lists/rt/users/44174)

No on had replied, but I was wondering the same thing, so I am hoping
that reposting it produce better results:

> I was wondering
> about a couple of things, firstly the "name" field in AT: What do
> people use it for? For example I can understand that you might want 
> to record the hostname of a computer, but then not do so for monitors,
> modems and other kinds of assets

In our case, we have some 150 laptops (all one of 5 models) that are out
in the home of our employees.  Make/Model would be identical for most, 
Hostname would be invalid, We don't (as of now) give them a 
"Company ID #", etc.

Just wondering what others put there.


-- 
http://gentgeen.homelinux.org

#
 Associate yourself with men of good quality if you esteem
 your own reputation; for 'tis better to be alone then in bad 
 company.- George Washington, Rules of Civility
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[rt-users] Groups For Unprivileged Users

2007-11-02 Thread Arun Mahajan 
Hi,

I'm new to request tracker and have been trying to configure it for my
organization. Can anybody tell me if there's a way to create groups for
unprivilged users. Currently, all the unprivileged users that i have
created are part of one single group "Unprivileged". This doesn't allow me
to restrict a few of the unprivileged users from creating tickets in
certain queues.

Regards,

Arun Mahajan




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Re: [rt-users] changing the look and feel of RT tickets

2007-11-02 Thread Karl Boyken 

Tim Wilson wrote:

Karl,

Is that last step really necessary? I'm overriding a style sheet in my case 
simply by placing it in rt_root/local/html/NoAuth/css/ and taking advantage of 
RT's normal overriding feature. I didn't need to change the RT_SiteConfig.

-Tim

Karl Boyken <[EMAIL PROTECTED]> 11/02/07 9:37 AM >>> 


You can create your own look-and-feel and put it under rt_root/local, so 
it's more maintainable.  I created an 
rt_root/local/html/NoAuth/css/Local directory, copied all the 
3.5-default .css files into it, and modified them to my liking, then set 
$WebDefaultStylesheet to 'Local'--it works.


Karl


Tim, I didn't try that.  It's probably not necessary, unless you want to 
give your own unique set of .css files a different name than the RT 
defaults.  Thanks for the tip.


Karl

--
Karl Boyken, system administrator 
[EMAIL PROTECTED]
303A MLH, Dept. of Comp. Sci. 
http://www.cs.uiowa.edu/~boyken/
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319-335-3668 (fax)


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Re: [rt-users] changing the look and feel of RT tickets

2007-11-02 Thread Tim Wilson 
Karl,

Is that last step really necessary? I'm overriding a style sheet in my case 
simply by placing it in rt_root/local/html/NoAuth/css/ and taking advantage of 
RT's normal overriding feature. I didn't need to change the RT_SiteConfig.

-Tim

>>> Karl Boyken <[EMAIL PROTECTED]> 11/02/07 9:37 AM >>> 

You can create your own look-and-feel and put it under rt_root/local, so 
it's more maintainable.  I created an 
rt_root/local/html/NoAuth/css/Local directory, copied all the 
3.5-default .css files into it, and modified them to my liking, then set 
$WebDefaultStylesheet to 'Local'--it works.

Karl

-- 
Karl Boyken, system administrator 
[EMAIL PROTECTED]
303A MLH, Dept. of Comp. Sci. 
http://www.cs.uiowa.edu/~boyken/
The U. of Iowa, Iowa City, IA  52242   319-335-2730 (voice) 
319-335-3668 (fax)





-- 
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE   Buffalo, MN  55313
ph: 763.682.8740  fax: 763.682.8743  http://www.buffalo.k12.mn.us





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[rt-users] CC Reply creates ticket

2007-11-02 Thread zbigniew 
Recently I deployed RT in my organization.  The users will primarily submit 
tickets via email.  User "Tom" submits a ticket via email.  In that email he 
CC's "Matt".  If Matt reply-all to the email the RT system will create a new 
ticket with the reply and the requester set as Matt.

I'm not sure how to handle this, if Matt waits to get the RT confirmation email 
all will be fine, but typically he won't wait and just fires out an email.

Any suggestions?  Either a technical solution, or suggestion on how to teach 
the users how to work with RT.

-Zb
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[rt-users] Installing RT 3.6.5 on Suse 10 SP1

2007-11-02 Thread ZACHARY LEASE 
I'm having trouble installing RT on Suse 10.1.  I'm at the make 
initialize-database portion of the install.  I'm using PostGRESQL for the 
database.
Here is the progress after entering the root database password:
 
Now creating a database for RT.
Creating Pg database rtdb.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
DBD::Pg::st execute failed:  ERROR: permission denied to create role
Problem with statment:
  create user rt_user with password '' NOCREATEDB NOCREATEUSER;
ERROR: permission denied to create role
make: *** [initialize-database] Error 255
 
Any help that anyone could provide would be greatly appreciated.
 
 

---
Zachary Lease
Lycoming College - IT Services
End User Support Specialist
700 College Place
Box 142
Williamsport, PA 17701
Phone 570.321.4357
Fax 570.321.4051
---
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[rt-users] Hidding approvals tickets

2007-11-02 Thread Emmanuel Lacour 
Hi,

I try to setup a simple approval mechanism, following the instructions
on the RT wiki.

My needs are simple I think:

have all new ticket comming in queue "foo" to be approved by anyone
member of the rt group foo-manage.


Actually, it almost works, for each new ticket in foo queue, I see it in
the approval menu, members of foo-manage group get alert email, they can
approve it, _but_, without approving it, the ticket is already present in
the "new tickets" list and we can already work with it :(
There is just a "Depends on" pointing to the ticket in foo-manage queue
in this ticket.

Any help? ;)


Here is what I did:

So I created the queue foo-manage:

- watchers: group foo-manage
- added specific scripts from the default approval queue allong with my
  global scripts:

  - If an approval is rejected, reject the original and delete pending
approvals
  - When a ticket has been approved by all approvers, add correspondence
to the original ticket
  - When a ticket has been approved by any approver, add correspondence
to the original ticket
  - When an approval ticket is created, notify the Owner and AdminCc of
the item awaiting their approval

- added the templates for the previous scripts, copied from the default
  approval queue


In the queue "foo", I added this script: On create, Create tickets with
approvals template in trasactioncreate stage.

and the template "approvals":

===Create-Ticket: foo
Subject: Approve Foo Ticket: {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: foo-manage
Type: approval
Owner: rt
AdminCC: {
   my $group_name  = 'foo-manage';
   my $groups  = RT::Groups->new( $RT::SystemUser );

   $groups->LimitToUserDefinedGroups();
   $groups->Limit(
 'FIELD'=> 'Name',
 'OPERATOR' => '=',
 'VALUE'=> $group_name );
   $groups->First->Id;
}
Content: Someone has created a foo ticket. Please review and approve it.
ENDOFCONTENT


-- 
Emmanuel Lacour  Easter-eggs
44-46 rue de l'Ouest  -  75014 Paris   -   France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 41 35 00 76
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Re: [rt-users] changing the look and feel of RT tickets

2007-11-02 Thread Karl Boyken 

Tim Wilson wrote:

On Fri, Nov 2, 2007 at  3:26 AM, in message

<[EMAIL PROTECTED]>, "Krishna Prasad"
<[EMAIL PROTECTED]> wrote: 


> I am using centos 4.3 and RT3.6.5. I want to change the look and feel of the
> tickets color's row by row. Where we have to change and how we have to
> change. I want to keep maroon color and other color in tickets row by row.
> How can I do it, please give me the solution..


Krishna,

You need to dig in and modify the CSS files to change the look of the RT web 
interface. I don't know how you installed RT, but on my system (Ubuntu Linux) 
those files are in /usr/local/rt3/share/html/NoAuth/css/3.5-default/

The RT html output is pretty thoroughly marked up with divs, making it possible 
to have fairly fine-grained control of how everything looks. I would recommend 
the Firefox Web Developer extension

https://addons.mozilla.org/en-US/firefox/addon/60

for a quick way to identify how the divs are arranged. If you're not familiar 
with CSS then you'll need to track down some additional resources. More 
substantial modifications to the web interface require overriding some of the 
default mason components. See the following wiki page for more information on 
that.

http://wiki.bestpractical.com/view/CleanlyCustomizeRT

BTW, it's probably not terribly useful to send mail directly to Jesse, Ruslan, 
or the rt-users-request address. Post your questions here, and you'll have the 
best chance of a reply.

-Tim


-- Tim Wilson, Director of Technology Buffalo-Hanover-Montrose Schools 214 1st Ave NE Buffalo, MN 55313 ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us 


You can create your own look-and-feel and put it under rt_root/local, so 
it's more maintainable.  I created an 
rt_root/local/html/NoAuth/css/Local directory, copied all the 
3.5-default .css files into it, and modified them to my liking, then set 
$WebDefaultStylesheet to 'Local'--it works.


Karl

--
Karl Boyken, system administrator 
[EMAIL PROTECTED]
303A MLH, Dept. of Comp. Sci. 
http://www.cs.uiowa.edu/~boyken/
The U. of Iowa, Iowa City, IA  52242   319-335-2730 (voice) 
319-335-3668 (fax)


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[rt-users] AW: RT Patch: Better handling of HTML UTF8 Mails

2007-11-02 Thread Torben Nehmer 
Hi again,

 

this time with a body:

 

The patch I've sent will expand RTs charset handling to HTML Parts of incoming 
E-Mail. This will greatly improve RTs interoperability especially with Outlook, 
which sends HTML Mail by default. I am not sure if I really got all the 
neccessary places, but it works fine here. Without this patch, almost all 
Outlook sent HTML mails have broken special characters when being displayed in 
the RT Web interface.

 

I hope that this could actually go into the main distribution to save me from 
having to patch RT after every upgrade.

 

Yours,
Torben Nehmer

---
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Tel.: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
[EMAIL PROTECTED]  
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CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder

Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich 
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This e-mail and any files transmitted with it are confidential intended solely 
for the use of the addressee!

 

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Re: [rt-users] AW: RT Patch: Better handling of HTML UTF8 Mails

2007-11-02 Thread Ruslan Zakirov 
I didn't look into the patch yet, but could you please write a very
simple email in outlook and store full email as outlook sends it, so
we can add it into our test suite to make sure everything will be fine
later.

On 11/2/07, Torben Nehmer <[EMAIL PROTECTED]> wrote:
>
>
>
>
> Hi again,
>
>
>
> this time with a body:
>
>
>
> The patch I've sent will expand RTs charset handling to HTML Parts of
> incoming E-Mail. This will greatly improve RTs interoperability especially
> with Outlook, which sends HTML Mail by default. I am not sure if I really
> got all the neccessary places, but it works fine here. Without this patch,
> almost all Outlook sent HTML mails have broken special characters when being
> displayed in the RT Web interface.
>
>
>
> I hope that this could actually go into the main distribution to save me
> from having to patch RT after every upgrade.
>
>
>
>
>
> Yours,
>  Torben Nehmer
>
> ---
>  Torben Nehmer
>  Diplom Informatiker (FH)
>  Business System Developer
>
> CANCOM Deutschland GmbH
>  Messerschmittstr. 20
>  89343 Scheppach
>  Germany
>
> Tel.: +49 (0)8225 - 996-1118
>  Fax: +49 (0)8225 - 996-41118
>  [EMAIL PROTECTED]
>  www.cancom.de
>
> CANCOM Deutschland GmbH
>  Sitz der Gesellschaft: Jettingen-Scheppach
>  HRB 10653 Memmingen
>  Geschäftsführer: Paul Holdschik, Christian Linder
>
> Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und
> ausschließlich für den Gebrauch durch den Empfänger bestimmt!
>  This e-mail and any files transmitted with it are confidential intended
> solely for the use of the addressee!
>
>
> ___
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[rt-users] RT Patch: Better handling of HTML UTF8 Mails

2007-11-02 Thread Torben Nehmer 
Hi everybody,

 

Yours,Torben Nehmer

---
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer

CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany

Tel.: +49 (0)8225 - 996-1118
Fax: +49 (0)8225 - 996-41118
[EMAIL PROTECTED]  
www.cancom.de  

CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder

Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich 
für den Gebrauch durch den Empfänger bestimmt! 
This e-mail and any files transmitted with it are confidential intended solely 
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rt-3.6.5.diff
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[rt-users] Tickets open when send coment

2007-11-02 Thread Karen Trujillo Quintanilla 

Hello
 When tickets is closed or resolved and sending a (rt-comment..) by 
example a : Thanks..!!, the tickets is again open and I affect to 
statistics.



pd: sorry, I not speak english

--
Karen Trujillo Quintanilla
Fono: 354-5700
mailto: [EMAIL PROTECTED]   
Subdirección de Operaciones y Plataforma
Dirección de Informática - PUC

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[rt-users] Unowned Tickets list

2007-11-02 Thread Kobus Bensch 

Hi

I saw an email from an RT user regarding unowned tickets. I have a 
similar problem where it appears all users see all unowned tickets. And 
search I may I am unable to find the correct combination of rights to 
prevent this except for the users belonging to all groups.


I have the following setup:

User A belongs to group A. Queue Comp1 has group a as membership with 
the following rights for the group and the queue:

Queue group rights


 Current rights

/(Check box to revoke right)/
CommentOnTicket
CreateTicket
OwnTicket
ReplyToTicket
SeeQueue
StealTicket
TakeTicket
Watch

Group rights


 Current rights

/(Check box to revoke right)/
SeeGroup

Can you perhaps let em know where I am going wrong.

Thanks in advance

Kobus
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Re: [rt-users] Create Ticket but only if Custom Field is...

2007-11-02 Thread Tim Wilson 
>>> On Fri, Nov 2, 2007 at  7:32 AM, in message <[EMAIL PROTECTED]>,
Matt Westfall <[EMAIL PROTECTED]> wrote: 

> I'm having the hardest time figuring out how to create a ticket based on
> the status of a Custom Field.

Matt,

Try looking at this wiki page:

http://wiki.bestpractical.com/view/OnCustomFieldValueChange

At the bottom you'll find the solution that worked best for me when I need to 
trigger a scrip on a particular value of a custom field. Good luck.

-Tim


-- 
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Buffalo-Hanover-Montrose Schools
214 1st Ave NE   Buffalo, MN  55313
ph: 763.682.8740  fax: 763.682.8743  http://www.buffalo.k12.mn.us





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Re: [rt-users] changing the look and feel of RT tickets

2007-11-02 Thread Tim Wilson 
>>> On Fri, Nov 2, 2007 at  3:26 AM, in message
<[EMAIL PROTECTED]>, "Krishna Prasad"
<[EMAIL PROTECTED]> wrote: 

> I am using centos 4.3 and RT3.6.5. I want to change the look and feel of the
> tickets color's row by row. Where we have to change and how we have to
> change. I want to keep maroon color and other color in tickets row by row.
> How can I do it, please give me the solution..

Krishna,

You need to dig in and modify the CSS files to change the look of the RT web 
interface. I don't know how you installed RT, but on my system (Ubuntu Linux) 
those files are in /usr/local/rt3/share/html/NoAuth/css/3.5-default/

The RT html output is pretty thoroughly marked up with divs, making it possible 
to have fairly fine-grained control of how everything looks. I would recommend 
the Firefox Web Developer extension

https://addons.mozilla.org/en-US/firefox/addon/60

for a quick way to identify how the divs are arranged. If you're not familiar 
with CSS then you'll need to track down some additional resources. More 
substantial modifications to the web interface require overriding some of the 
default mason components. See the following wiki page for more information on 
that.

http://wiki.bestpractical.com/view/CleanlyCustomizeRT

BTW, it's probably not terribly useful to send mail directly to Jesse, Ruslan, 
or the rt-users-request address. Post your questions here, and you'll have the 
best chance of a reply.

-Tim


-- 
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE   Buffalo, MN  55313
ph: 763.682.8740  fax: 763.682.8743  http://www.buffalo.k12.mn.us




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Re: [rt-users] changing the look and feel of RT tickets

2007-11-02 Thread Ruslan Zakirov 
CSS

On 11/2/07, Krishna Prasad <[EMAIL PROTECTED]> wrote:
>
>
>
>
> Hi all,
>
>
>
> I am using centos 4.3 and RT3.6.5. I want to change the look and feel of the
> tickets color's row by row. Where we have to change and how we have to
> change. I want to keep maroon color and other color in tickets row by row.
> How can I do it, please give me the solution….
>
>
>
> Thanks!!!
>
>
>
> With Regards,
>
> Krishna Prasad
>
>
> ___
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-- 
Best regards, Ruslan.
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[rt-users] Create Ticket but only if Custom Field is...

2007-11-02 Thread Matt Westfall 
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

I'm having the hardest time figuring out how to create a ticket based on
the status of a Custom Field.

I have two Custom Fields

1: Billable
It's a select one field with values of:
   Yes
   No
   Covered
   Gratis

2: Followup
 It's a select one field with values of:
Yes
No

I have the two corresponding scrips written:

1: Invoice

Condition: User Defined
Action: Create Tickets
Template: Generate-Invoice

Custom Condition:
return 0 unless $trans->Type eq "Resolve";

return undef unless
($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Yes/i);
return 1;
return undef unless
($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Gratis/i);
return 1;

return undef unless
($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~
/Covered/i);
return 1;

2:

Condition: User Defined:
Action: Create Tickets:
Template: generate-followup

Custom Condition:

return 0 unless $trans->Type eq "Resolve";

return undef unless ($self->TicketObj->FirstCustomFieldValue('Followup')
=~ /Yes/i);
return 1;


I have two corresponding templates created:

1:
===Create-Ticket: generate-invoice
Queue:  Accounting
Subject: Invoice: { $Tickets{'TOP'} -> Subject() }
Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() }
RefersTo:  {$Tickets{'TOP'}->Id() }
Content: Please generate an invoice for this customer.
Billable was set to:
{$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable')}

Billable hours was set to:
{$Tickets}{'TOP'}->TicketObj->FirstCustomFieldValue('Billable Hours')}
Please refer to previous ticket for more information.
ENDOFCONTENT

2:
===Create-Ticket: generate-followup
Queue:  Customer Service
Subject: Invoice: { $Tickets{'TOP'} -> Subject() }
Requestor: {$Tickets{'TOP'}->OwnerObj->EmailAddress() }
RefersTo:  {$Tickets{'TOP'}->Id() }
Content: A follow up was requested on this ticket.  Please refer to
previous ticket for more information.
ENDOFCONTENT


I then created a test ticket with Billable set to Yes and Followup to
Yes, and neither ticket spawned!!!

Help please!!!

Thanks in advance,
Matt Westfall
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Re: [rt-users] RT statistics?

2007-11-02 Thread Emmanuel Lacour 
On Thu, Nov 01, 2007 at 11:04:38AM +0100, Wouter van den Bergh wrote:
> Hi,
> 
> I cannot exactly find how to create new 'Mason components'. Do you
> happen to have some documentation about it somewhere?
> 

No  docs ...

But like with every free software, source code is available ;)

I cannot explain you all the Mason stuff, but:

Each reports in the "Tools/Reports" menu, are built from a file in
rt/share/html/Tools/Reports.

So to create new reports, you can do:

mkdir -p rt/local/html/Tools/Reports

then copy and rename one of the file in rt/share/html/Tools/Reports in
this new directory and ... edit it to suit your needs ;)

-- 
Emmanuel Lacour
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[rt-users] changing the look and feel of RT tickets

2007-11-02 Thread Krishna Prasad 
Hi all,

 

I am using centos 4.3 and RT3.6.5. I want to change the look and feel of the
tickets color's row by row. Where we have to change and how we have to
change. I want to keep maroon color and other color in tickets row by row.
How can I do it, please give me the solution..

 

Thanks!!!

 

With Regards, 

Krishna Prasad 

 

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