Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0
Jean-Michel Barbet wrote: The problem of having an empty RT at Glance page is now fixed. But I have problems with accents not displayed correctly (see at the end). The problem with accents is fixed. It seems I was already using the utf8 character set under RT 3.2.1 and Mysql 4.0 (Fedora Core release 2 (Tettnang)). With 2 modifications to the operating procedure I gave, the accents are correct : a) I no longer use the --default-character-set=binary when loading the data dumped from RT 3.2.1 : mysql -u root -p ~/rt3-migrate.sql b) I added the following line at the top of the dump rt3-migrate.sql right after the create database instruction : ALTER DATABASE rt3 DEFAULT CHARACTER SET utf8; Thanks especially to d.tbsky for support and clues. JM Barbet -- Jean-michel BARBET| Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France| Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt at Glance and upgrade from 3.2.1 to 3.8.0
Jean-Michel Barbet wrote: The problem with accents is fixed. Sorry, I spoke too soon. I still have a problem with the column Content of the Attachements table. In RT 3.2.1/MySQL4.0 this column is longtext The mysql upgrade scripts does this : ALTER TABLE Attachments MODIFY Content LONGBLOB NULL DEFAULT NULL; which results in corrupted accents If I change back to LONGTEXT, it is OK. = What should I do ? Is is important that the type of this column is LONGBLOB in RT 3.8.0 and if yes, how do I convert from RT 3.2.1 without corrupting the accents ? Thanks and sorry to bring new issues. JM -- Jean-michel BARBET| Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France| Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] rt 3.8.0 - RTFM
Hello everyone! I have the following question: I have installed rt 3.8.0 with rtfm. How can I give an user the rights for creating new topics? Thanks, Regards Andreas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Splitting the signature off from the main text in replies/comment?
Basically, I am proposing to create a second text area/a simple selection button that allows you to control when your signature and/or the company's signature is attached. I'm strongly disinclined from doing this in stock RT. The reply UI is missing many more important features and is already too complex. Some reasons for this, certainly not including everything: *) Signatures on comments are useless and just take up screen real estate That depends on your organization and how you use RT. But I could see Do comments get signatures appended by default as a reasonable config file option. *) Replying in-line is ackward as you can't simply mark all text below the point where you stop typing and delete all That actually argues for a more outlook like way to handle signatures. Appending them entirely after the fact. *) Sometimes, you do not want to have a signature on replies If I could decide when to attach a signature and when not would solve these. I, personally, have never run into that issue. I've never even seen a mail client with that option. IIRC, this is the first time in over a decade of releasing RT that I've heard the feature request. Could you talk about some actual use cases where this is an issue? Also, I think comments should default to not having a signature at all. I disagree, but I'm willing to have a configuration option. Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Updating CustomFieldValues
Hello, We are using RT 3.6.1 and we have different Queues with exactly the same CustomFields with exactly the same CustomFieldValues like Queue1: CustomField1: Platform CustomFieldValues1: Linux CustomFieldValues1: Windows Queue2: CustomField2: Platform CustomFieldValues2: Linux CustomFieldValues2: Windows This is because at RT 3.4 it was not possible to use on CustomField on more than one Queue. But since this is possible I want to use CustomField1 not only in Queue1 but also in Queue2. Therefore I thought I could update all old Tickets in Queue2 with the right CustomFields and CustomFieldValues. But I don't understand the database structure anymore. I cannot find any connections between the table Tickets and the right CustomFields or the right Values. In RT 3.4 there was a field in TicketCustomFieldValues called Ticket which was the right connection... but now? Is there maybe a chart with the complete database structure (EntityRelationshipModel), the fields and the connections so I could understand how the RT works? Thanks a lot in advance, Violetta -- Vorstand/Board of Management: Dr. Bernd Finkbeiner, Dr. Florian Geyer, Dr. Roland Niemeier, Dr. Arno Steitz, Dr. Ingrid Zech Vorsitzender des Aufsichtsrats/ Chairman of the Supervisory Board: Prof. Dr. Hanns Ruder Sitz/Registered Office: Tuebingen Registergericht/Registration Court: Stuttgart Registernummer/Commercial Register No.: HRB 382196 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Splitting the signature off from the main text in replies/comment?
On Tue, Aug 12, 2008 at 12:08, Jesse Vincent [EMAIL PROTECTED] wrote: *) Signatures on comments are useless and just take up screen real estate That depends on your organization and how you use RT. But I could see Do comments get signatures appended by default as a reasonable config file option. That is the idea I started from would be most important, to me. The other stuff was just fleshing out a 'what if'. *) Replying in-line is ackward as you can't simply mark all text below the point where you stop typing and delete all That actually argues for a more outlook like way to handle signatures. Appending them entirely after the fact. No idea about Outlook, but appending at the very end is, for me, a Very Good Thing as it makes replying cleanly a lot easier. *) Sometimes, you do not want to have a signature on replies IIRC, this is the first time in over a decade of releasing RT that I've heard the feature request. Could you talk about some actual use cases where this is an issue? Basically, when I know people well and don't want to mess up a perfectly fine email by all the usual corporate stuff at the end. Not too high priority, granted. Just a nice to have. To summarize, the only thing I would really want is an option to not attach anything on comments, the rest is optional/nice-to-have. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Howto send an enquiry to a third-party mailadress in a simple way
Hello! I want to do the following: Send a call back for a ticket to a third party without much fuss. The third party should be able to answer but not get the follow-ups of the ticket. Currently the only way i know is to go to people-section and add the third party as requestor or Cc and send the question afterwards. This way requires quite some clicking of course. I've tried to add a scrip to notify people i add in the Cc-inputfield in a comment but this doesn't work(No action is taken): Send to CCs: On Comment Notify Ccs with template Correspondence Obviously the Cc has to be added to the ticket in the first place to be recognized - which means the Cc-inputfield is actually useless? Do you have any suggestions if this could work and how? Thanks Christian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Splitting the signature off from the main text in replies/comment?
On Tue, 12 Aug 2008 06:08:45 -0400, Jesse Vincent [EMAIL PROTECTED] wrote: *) Sometimes, you do not want to have a signature on replies If I could decide when to attach a signature and when not would solve these. I, personally, have never run into that issue. I've never even seen a mail client with that option. IIRC, this is the first time in over a decade of releasing RT that I've heard the feature request. Could you talk about some actual use cases where this is an issue? We've actually implemented this feature for our Help Desk. Phone calls are a frequent contact method, and our consultants summarize the conversations in ticket replies. Having been a part of the phone conversation, the customer doesn't necessarily need to receive an email copy of the reply, but we do want to allow them to see the reply in the ticket. So we provide the option of suppressing email for any particular reply, and also the option of inserting a signature. In fact, through a queue preference, the HD queues' defaults are not to send mail on replies, and not to include a signature. If consultants want to send a reply to a customer, they check a box, and optionally insert a signature. Making this possible is transaction-level squelching, a custom enhancement. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT IST ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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] Discrepancy in header depending on how you create a ticket in 3.8.0
When using the new quick creation widget, I get this: MIME-Version: 1.0 X-Mailer: MIME-tools 5.427 (Entity 5.427) Subject: test From: 22 Content-Type: text/plain Content-Length: 0 Having the same headers for both would be better, of course. Did you type anything in the Content box? If I type things in the Content box in the Quick Creation widget I get the extra headers defining the content. Seeing as there is Content-Length: 0 , I'm going to assume you only had a subject, thus our MIME building code didn't make any attachment for the body. Additionally, please note the 'From: 22'. My user ID is 22, but a plain 22 in there is not really all that helpful ;) Am I too late for 3.8.1? This is a bug, unfortunately it was broken in 3.8.0 also. Since 3.8.1 is so close to shipping, this will be fixed in 3.8.2, you'll get mail about a ticket tracking it soon -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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] Discrepancy in header depending on how you create a ticket in 3.8.0
On Tue, Aug 12, 2008 at 15:40, Kevin Falcone [EMAIL PROTECTED] wrote: Did you type anything in the Content box? If I type things in the Content box in the Quick Creation widget I get the extra headers defining the content. No, I didn't. I should have tested that case as well, sorry. This is a bug, unfortunately it was broken in 3.8.0 also. Since 3.8.1 is so close to shipping, this will be fixed in 3.8.2, you'll get mail about a ticket tracking it soon Thanks! At some point in time, I will remember that the preferred method to submit those things is not on the list.. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt 3.8.0 - RTFM
On the home page, click on RTFM - Configuration - Global - User Rights [EMAIL PROTECTED] wrote on 08/12/2008 03:34:27: Hello everyone! I have the following question: I have installed rt 3.8.0 with rtfm. How can I give an user the rights for creating new topics? Thanks, Regards Andreas ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RFC: Add an option to bookmark tickets you create?
Hi all, I have realized that I would love an option to bookmark all tickets I create [via the web interface]. Is this something others would find useful as well? Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RFC: Full ticket view when replying?
Hi all, yes, it's me again. How useful would others on the list find an option that would allow you to show the full ticket while replying to/commenting on it? Basically, there are two possibilities: 1) Add the ticket below the normal text box, sprip recipient options 2) Put the text box in-line as, for example, GMail does I find myself opening the ticket in another tab to cross-reference very often so I'd like such a thing, no idea how that could tie into the way others work, though. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Add an option to bookmark tickets you create?
On Tue, Aug 12, 2008 at 14:19, Richard Hartmann [EMAIL PROTECTED] wrote: I have realized that I would love an option to bookmark all tickets I create [via the web interface]. Is this something others would find useful as well? I'm not sure what purpose this would serve? Can't you search on creator and create a dashboard? -- Cambridge Energy Alliance: Save money the planet ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Add an option to bookmark tickets you create?
On Tue, Aug 12, 2008 at 20:44, Jerrad Pierce [EMAIL PROTECTED] wrote: I'm not sure what purpose this would serve? Can't you search on creator and create a dashboard? Of course. But as I already rely on the bookmark dashboard quite heavily, this would make things easier, for me. Also, as I have all dashboards in full width, below each other, the extra border decoration eats (relatively) lots of vertical screen real estate. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.6.5 - DBD::mysql::st error when trying to create a ticket
Hi all,
I'm having a problem with my new RT installation - when I try to enter a
ticket thru the web interface, or by email, I get a DBD::mysql::st error
as follows:
The RT web interface reports:
System error
error: DBD::mysql::st execute failed: MySQL server has gone away at
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm line 71.
context: ...
67: if ($self-{lock}) {
68: local $self-{dbh}-{RaiseError} = 1;
69:
70: my $sth = $self-{dbh}-prepare_cached(q{SELECT RELEASE_LOCK(?)},
{}, 1);
71: $sth-execute($self-{lockid});
72: $sth-finish();
73:
74: $self-{lock} = 0;
75: }
...
code stack:
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:71
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:83
/usr/lib/perl5/vendor_perl/5.8.8/Apache/Session/Lock/MySQL.pm:89
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/Request.pm:1254
Syslog reports (this from a mail submission):
Aug 12 15:09:46 test-rt RT: DBD::mysql::st execute failed: MySQL server
has gone away at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 505.
(/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
My environment is as follows:
RT: 3.6.5
OS: CentOS release 5.2 (Final)
DB: MySQL 5.0.45
(and from Admin/Tools/Configuration.html)
Loaded perl modules
Perl v5.8.8 under linux
[...]
DBD::mysql v3.0007;
DBI v1.52;
DBIx::SearchBuilder v1.53;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;
[...]
RT v3.6.5;
RT::Interface::Email v2;
The rest of the web interface seems to work fine; I can create queues,
change perm's, etc. I just cannot seem to create a ticket.
Any help gratefully appreciated...
Thanks,
Will
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Re: [rt-users] RFC: Full ticket view when replying?
On Aug 12, 2008, at 8:24 PM, Richard Hartmann wrote: Hi all, yes, it's me again. How useful would others on the list find an option that would allow you to show the full ticket while replying to/commenting on it? RT-AjaxyReplyPage in bps svn may be what you want Basically, there are two possibilities: 1) Add the ticket below the normal text box, sprip recipient options 2) Put the text box in-line as, for example, GMail does I find myself opening the ticket in another tab to cross-reference very often so I'd like such a thing, no idea how that could tie into the way others work, though. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] 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: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] WYSIWYG editor
Is it possible to disable the WYSIWYG editor for everyone? I've grepped and googled, but haven't found anything that I can put in RT_SiteConfig.pm. -scott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WYSIWYG editor
On Tue, Aug 12, 2008 at 04:58:36PM -0700, scott smith wrote: Is it possible to disable the WYSIWYG editor for everyone? I've grepped and googled, but haven't found anything that I can put in RT_SiteConfig.pm. I'm pretty sure you want: Set($MessageBoxRichText, 0); -scott Shawn ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] WYSIWYG editor
Shawn M Moore wrote: I'm pretty sure you want: Set($MessageBoxRichText, 0); Great, thanks! Not sure how I missed that one after spending ~5-10 minutes looking around /blush -scott ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Jim Meyer's LDAP Authentication user_local.pm ldap_overlay contribution in 3.8
Hi everyone, we (me) are in the process of migrating our server to new hardware. I want to take advantage and upgrade to 3.8 (from 3.6). We currently use Jim Meyer's User_Local.pm, LDAP Overlay (not sure what its official name is). Anyway, I installed 3.8 on the new box, RT is up and running and imported my ldap users using the import script. I copied my ldap_overlay files and settings over to the new installation. I cannot get it to work though. I'm not sure if I'm doing something wrong, or if 3.8 handles this function differently and I should be using something else or modifying my existing settings. any input is appreciated. Cheers! Helmuth P.S. sorry about the long winded subject, I was hoping to make it easily searchable for future queries ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
