[rt-users] Fwd: RTFM articles for unprivileged user group
Hi, I'm sorry to bother you but It would be really helpfull to get an answer to my question. Looking on previous list posts it seems that other people couldn't make this work neither. Old posts says that this feature wasn't fully functional. So, please, this should work with just this instructions [1] or there is something else that I should be looking for. Thanks in advance. -- Forwarded message -- From: Mr.Vandeley mr.vande...@gmail.com Date: Wed, Mar 18, 2009 at 1:08 PM Subject: [rt-users] RTFM articles for unprivileged user group To: RT-Users@lists.bestpractical.com Hi, According to the lib/RT/FM/Introduction.pod [1] I can make articles in RTFM accessible to unprivileged users. Is this correct? I ask this because after granting ShowArticle per class or even globaly, unprivileged users still can't see the search box. Is there any other issue that I might consider other than the ShowArticle right? Thanks for your help. [1] SelfService Interface If you grant the Unprivileged user group the right ShowArticle, they will get a Search box at the top of their interface. This allows users to look for answer to questions before creating a Ticket. --Mr Vandeley ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
FWIW, the problem persists in IE8... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Thursday, March 12, 2009 10:58 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I can't seem to let this go. Comparing the Download (untitled) data with my signature, I see that they are the same length and shape -- the same number of characters on each line. That should be a big clue as to the truncation problem, as well as the 'random' spaces in the middle of words -- they correspond to newline positions in my signature. Why does this only happen in IE (6/7/?)? Why only when I'm creating a *new* ticket and not on reply/comment? Still investigating... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Wednesday, March 11, 2009 8:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 A-ha! That's a reasonable theory... I've got a signature on my account; my other users... not so much. ;) FWIW, I also have the problem occur on IE6. As you suggested, I removed my signature from my Preferences, and the problem went away. Now, how does this help us solve the problem? If it were Firefox, I'd use Chris Pederick's wonderful Web Developer add- on (http://chrispederick.com/work/web-developer/) to pick it apart... anyone recommend a similar tool for IE7? Thanks, Mike -Original Message- From: Sean [mailto:stroke_of_de...@yahoo.com] Sent: Wednesday, March 11, 2009 5:54 PM To: Alex Young; rt-users@lists.bestpractical.com; Michael Finn Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I too am seeing this problem. it only happens when: 1. the WYSIWYG editor is being used 2. IE7 is the browser 3. The user has a signature (i.e. RT automatically inserts text) Im wondering if it has to do with the signature column being TEXT vs. VARCHAR or something along those lines.. snip ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Command By Email and Multi-Value Custom Field
Hi Guys,
I am experiencing an issue using CommandByMail and multi-valued custom
fields. We running RT 3.8.2.
The following fields are one value and works perfectly.
cf.{Category}: Telecom - Combobox: Select or enter one value
cf.{Origin}: E-mail - Select one value
cf.{Severity_Level}: 5 - Select one value
But the following fields are multiple values and do not work.
cf.{Equipment Impacted}: Router - Select multiple values
cf.{Services Impacted}: Internet - Select multiple values
Due to the spacing in the field name we have tried with quotations
(single/double) and without.
Any Thoughts?
Regards,
Robert Walford
Network Administrator
___
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[rt-users] Transferring CustomField Values from old to new on all tickets in a queue
We are using RT 3.6.4 and what we are trying to do is to synchronize custom field across all queues and basically have one unique custom field and type. Currently we have some CFs with the same name and different types dupe'ed across all the queues. Is there a way we can script around to move all the values from oldCF to new CF on all tickets in a Queue ? For e.g.: CF Name XYZ, Type: Enter multiple values CF Name XYZ, Type: Text Move all the values on XYZ(enter multiple values) to the CF XYZ(Text) on all tickets in a Queue. Once this is done we will disconnect the old CF XYZ(Enter multiple values) from the Queue. Thanks for your help THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email delay on ticket creation - sending to www user?
I thought this was solved, but I was wrong - see below: On 3/11/09 2:02 PM, Bill Cole rtusers-20090...@billmail.scconsult.com wrote: Now the bad case: Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70 from=www Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4: message-id=rt-3.8.1-228-1236689811-14.30085-...@curis.com Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: from=w...@rt3.curis.com, size=998, nrcpt=1 (queue active) Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70 from=www Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 7C66B843F5: message-id=rt-3.8.1-212-1236685553-104.30085-...@curis.com Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: from=w...@rt3.curis.com, size=1232, nrcpt=3 (queue active) Mar 10 08:56:51 rt3-curis-com postfix/smtp[234]: 6D778843F4: to=d...@curis.com, relay=[mailserver].curis.com[10.2.0.20], delay=0, status=sent (250 2.0.0 49b66393-000b34c3 Message accepted for delivery) Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: to=d...@curis.com, relay=[mailserver].curis.com[10.2.0.20], delay=4257, status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: to=de...@curis.com, relay=[mailserver].curis.com[10.2.0.20], delay=4257, status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5: to=rcur...@curis.com, relay=[mailserver].curis.com[10.2.0.20], delay=4257, status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery) Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: removed Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: removed Here, 6D778843F4 wakes up Postfix to the presence of 7C66B843F5, whose message-id and delay value point at it having been submitted 71 minutes earlier with 2A4DE8438B. And from /var/log/httpd/error.log Which seems to be 4 hours ahead... UTC vs EDT? I wouldn't expect to see that discrepancy on MacOS X... [Tue Mar 10 11:45:54 2009] [info]: rt-3.8.1-212-1236685553-588.30085-...@curis.com #30085/1657 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Mar 10 11:45:54 2009] [info]: rt-3.8.1-212-1236685553-588.30085-...@curis.com sent To: mbo...@curis.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Tue Mar 10 11:45:54 2009] [info]: rt-3.8.1-212-1236685553-104.30085-...@curis.com #30085/1657 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Mar 10 11:45:54 2009] [info]: rt-3.8.1-212-1236685553-104.30085-...@curis.com sent Bcc: d...@curis.com, de...@curis.com, rcur...@curis.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) And that answers the why? question. RT is sending that message with Bcc's (normal) which resulted in it not being ready for pickup back when 2A4DE8438B went out. [Tue Mar 10 11:45:54 2009] [info]: Ticket 30085 created in queue 'Facilities' by mbo...@curis.com (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) [Tue Mar 10 12:56:13 2009] [info]: Successful login for dens from 10.2.2.9 (/opt/rt3/share/html/autohandler:273) [Tue Mar 10 12:56:51 2009] [info]: rt-3.8.1-228-1236689811-14.30085-...@curis.com #30085/1660 - Scrip 2 On Owner Change Notify Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Tue Mar 10 12:56:51 2009] [info]: rt-3.8.1-228-1236689811-14.30085-...@curis.com sent To: d...@curis.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) My RT_SiteConfig.PM Set($rtname, curis.com); Set($Organization, curis.com); Set($WebBaseURL, http://rt3.curis.com;); Set($OwnerEmail , 'de...@curis.com'); Set($CanonicalizeEmailAddressMatch , '@rt3\.curis\.com$'); Set($CanonicalizeEmailAddressReplace , '@curis.com'); Set($WebPath, /rt); Set($CorrespondAddress, 'corresp...@curis.com'); Set($CommentAddress , 'comm...@curis.com'); Set($SendmailPath, /usr/sbin/sendmail); Set($MessageBoxWrap, SOFT); Set($UseFriendlyToLine, 0); Set($NotifyActor, 1); Set($MessageBoxRichText, 0); Set($SMTPDebug, 1); Set($MyTicketsLength, 30); Set($DefaultSummaryRows, 30); You *MIGHT* be able to get better behavior by adjusting the mail parameters that RT is using. The defaults are reasonable for Real Sendmail and for the sendmail compatibility interface of Postfix as Postfix is commonly configured on many Linux and *BSD systems, but it is really not suited for the modified (and somewhat old) Postfix that Apple ships on MacOS X with a desktop-oriented configuration. You might find that using 'sendmail' instead of 'sendmailpipe' for $MailCommand and adjusting $SendmailArguments (no -t) makes the whole issue vanish. On 3/19/09 9:21 AM, Derek Cunningham de...@curis.com wrote: Sure enough, it was the postfix configuration. Thanks for suggesting it Bill - I just put default Postfix (not Apple)
[rt-users] RT 4 - status report
It should come as no suprise to folks that we've been hard at work on what will become RT 4.0. We've been working hard to overhaul the entire codebase. The current version of the web interface is only 10,000 lines of HTML shorter (118kloc down from 128kloc), but the core libraries have shrunk from 68kloc of code to 54kloc. At the same time, we've moved RT from its own homegrown application framework to Jifty, Best Practical's next-generation web application platform. Jifty brings with it all sorts of new features which make it easier to build out web services and web applications with less code and easier support for modern Web 2.0 features. If you download the RT 3.999 development branch today, you'll find a few major new features. The most visible of those is Status schemas. In RT 4, you can define directed graphs of ticket states and valid transitions between those states. You can associate one or more queue with any status schema. At its simplest, this means that you can now freely add or remove statuses from your RT instance through the web interface. If you want to get a bit fancier, you can specify that new tickets can move only to open or rejected and that open tickets can only move to the testing or rejected states. This makes it easier than ever to adapt RT to your existing process and workflow. Under the hood, we've begun to generalize other parts of RT. While role groups are still limited to Requestor, Cc and AdminCc, we've mostly completed work that will allow you to define custom role groups. (Exposing that functionality isn't currently slated for RT 4.0) There are a few fairly major projects in progress which we're currently planning for RT 4.0: - Most application configuration will move into the database, making it easier for RT administrators to fully manage RT using the web interface. - TicketSQL has been extended as 'tisql', a new, more powerful query language which will be available internally for all objects in RT, not just tickets. - Scrips are being replaced with a new workflow engine codenamed 'Lorzy'. Lorzy makes it possible to build out much more complex rules than Scrips' simple If __ Then __ conditionals. Under the hood, Lorzy is a fully sandboxable lisp-like functional minilanguage with named, typed arguments and the ability to detect runaway rules and limit individual rules by actor. In the future, we hope to also expose Lorzy as a user-level scripting engine for RT. - Date and Time rationalization - We've been ripping out RT's old and fairly adhoc implementations of various bits of date and time and replacing them with a shiny, new implementation based around Perl's DateTime suite. There are a dozen other projects we want to undertake - We're going to try to hold out so we have something cool to show for 4.2, 4.4 and beyond. We have a few additional bits of backward-compatibility we want to break before declaring something as a 4.0 beta that we'd actually like folks to test in production. We're not there yet. I'll tell you as soon as we get there. 4.0 is a major new release of RT. Like the transition from RT 2.0 to 3.0, 4.0 represents a major break in backwards compatibility with older versions of RT. When you look under the hood in RT 4, you'll see that the entire API has been overhauled to match more common Perl style guidelines. The most obvious change is that the API has been rationalized to lower_case_style from the previous CamelCaseStyle, but there are numerous other changes throughout the product's internals. We've written more RT extensions than anyone out there (as far as I know) and we're very, very aware of just how painful a major API change is. We have the beginnings of tools and guidelines to help you make the transition with as little pain as possible. It should come as no surprise to you that I'm not announcing a release date for RT 4.0.0 today, nor will I be doing so in the immediate future. We have a _long_ way to go before RT 4 will be the recommended version of RT for a production or evaluation deployment. Even once that happens, Rest assured that we'll continue to support RT 3.x for a good long time. Best Practical's business is built on helping our users make good use of RT and our other products -- We're not about to cut off those of you using RT 3 in production. Best, Jesse RT4 Release MicroFAQ Q: How can I help? A: I'm glad you asked. http://wiki.bestpractical.com/view/RT4 has a pointer to the RT4 source code. Check out the source. Then do any of the following: - Clean up code that you think needs cleanup. - Add or improve documentation. Find bugs. - Fix bugs. Mail patches or bug reports to r...@bestpractical.com. Q: When will RT 4.0 be released? A: How much money do you have? Q: Why doesn't RT 4.0 have feature XXX? A: Please send patches to r...@bestpractical.com. Please send RFPs to sa...@bestpractical.com. pgptkX5NANFDD.pgp
Re: [rt-users] How to get tickets with nested SQL select statement
If anyone is interested, I got this to work, but not by using the
SimpleQuery method. For those who need to do other direct queries..this
really basic example just builds up a list of tickets and then uses
RT:Tickets to actually do stuff with them (not shown).
my $dbh = $RT::Handle-dbh;
my $query_text = SELECT ID FROM TICKETS WHERE ID = 32394 AND ID = 32396;
my $cursor = $dbh-prepare($query_text);
$cursor-bind_columns( undef, \$ticket_id);
$cursor-execute();
while ($cursor-fetch())
{
if ($ticket_count == 0)
{
$Query = id = $ticket_id;
}
else
{
$Query .= OR id = $ticket_id;
}
$ticket_count++;
}
$cursor-finish;
my $sql_query = $Query;
my $Tickets = RT::Tickets-new($session{'CurrentUser'});
$Tickets-FromSQL($Query);
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Simon Lane
Sent: March 17, 2009 8:59 AM
To: Ruslan Zakirov
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to get tickets with nested SQL select statement
I hope everyone will excuse my ignorance, but I still can't get this to
work. I do not seem to get any rows back or, more likely, I am not getting
the ticket ID correctly. I reduced the query to a really simple one
directly on the tickets table to test:
my $sth = $RT::Handle-SimpleQuery( select id from Tickets where id =
32394 AND id = 32396 );
$sth-execute();
my $ticket_id;
my @Tickets;
my $ticket_count = 0;
while ( $ticket_id = $sth-fetch())
{
$Query = id = $ticket_id;
$Tickets[$ticket_count] = RT::Tickets-new($session{'CurrentUser'});
$Tickets[$ticket_count]-FromSQL($Query);
$ticket_count++;
}
I have looked at a lot of info on SimpleQuery but can only find reference to
the methods query and qs.
Again, I really appreciate the help.
-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: March 13, 2009 1:07 PM
To: Simon Lane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to get tickets with nested SQL select statement
SimpleQuery does binding for you, -SimpleQuery(... WHERE x = ? ...,
$binding, $another_one_binding);
So sth you get is ready for fetching. If sth is not true value then
it's an error.
On Fri, Mar 13, 2009 at 7:52 PM, Simon Lane sl...@cedvalinfo.com wrote:
I must be doing something wrong. My initial query manually returns:
ID
--
4346
4359
4486
4534
4535
4600
4346
4359
4486
4534
When I run the code as follows, I don't seem to get anything:
my $sth = $RT::Handle-SimpleQuery( select t.id from
rt.objectcustomfieldvalues ocf,rt.tickets t,rt.users u,rt.transactions
tr,rt.queues q where t.id=ocf.objectid(+) and (ocf.customfield in
(1,11,13)
or ocf.customfield is null) and u.id=tr.creator and q.id=t.queue and
tr.objecttype like '%Ticket' and tr.objectid=t.id and trunc(tr.created)
between to_DAte('01-JUN-2008','dd-mon-') and
to_date('02-JUN-2008','dd-mon-') and (ocf.disabled = 0 or
ocf.disabled
is null) and (ocf.content) in ('Severity 3','Severity 2','Severity
1','Baseline') and upper(u.name)=upper('root') group by rollup
(trunc(tr.created),(t.id,t.subject)) );
$sth-execute();
my $ticket_id;
$sth-bind_columns( undef, \$ticket_id );
my @Tickets;
my $sql_query;
my $ticket_count = 0;
while ( $sth-fetch())
{
$Query = id = $ticket_id;
$sql_query = $Query;
$Tickets[$ticket_count] =
RT::Tickets-new($session{'CurrentUser'});
$Tickets[$ticket_count]-FromSQL($Query);
$ticket_count++;
}
Sorry, I realize this might be a bit basic, but I am new and learning
this.
Thanks very much.
-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: March 12, 2009 5:37 PM
To: Simon Lane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to get tickets with nested SQL select
statement
If you're working on something that's only for you then it's easier to
use $RT::Handle ( in 3.8 it should be written as RT-DatabaseHandle )
that returns connection to the DB. This object has SimpleQuery method
to execute any SQL. SimpleQuery returns sth (statement handle)
described in `perldoc DBI`. So everything in complex looks like this:
my $sth = $RT::Handle-SimpleQuery( any SQL you like );
while ( my $row = $sth-fetchrow_hashref ) {
here goes custom processing of the results
}
As you can see you don't get objects but pure data structures without
methods, however if you have id of a ticket it's easy to turn it into
ticket object and get access to all methods it has.
On Thu, Mar 12, 2009 at 10:55 PM, Simon Lane sl...@cedvalinfo.com wrote:
I have an installation of RT (3.6.4) on Oracle and am trying to write a
report (a
[rt-users] Using CLI to modify group rights on a queue - is it possible?
Hi I would like to grant group rights on specific queues using CLI to be able to process the task in a batch. Using RT 3.8.2 on MySQL. RT shall categorize communication and tickets for 25 buildings and each has economical and technical part,which shall live separated. * One option was to use custom variable (building reference) with technical and another economical queue, * Another option was to use separated queues, for each building two, one for technical and another for economical tickets. We decided for the other - resulting in 50 queues Then I run into problem, that there are about 24 rights of a group on a queue to assign. Using GUI it is a lot of clicking which might take some time, contain mistakes and can be repeated, if the assignment of rights changes. I tried using CLI. I am able to create a queue, change it (name and basic parameters). However, I did not find, how to grant or revoke rights. Most documentation, book RT Essentials and other sources deal quite well with managing tickets, however, queues are not described (as far as I did my investigation). I am not sure, if CLI allows this or not (and started another approach sending POST requests using my own tool) Thanks for any kind of reactions. Best regards Jan Vlčinský -- . ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4 - status report
On Mar 20, 2009, at 9:29 AM, Jesse Vincent wrote: At the same time, we've moved RT from its own homegrown application framework to Jifty, Best Practical's next-generation web application platform. Jifty brings with it all sorts of new features which make it easier to build out web services and web applications with less code and easier support for modern Web 2.0 features. That's good. Would this change improve the ability to run RT in a virtual server environment, instead of having to pretty much commit an entire machine to it? The number of things which must be done by root which don't actually need root permissions, and could run under a more limited user is quite large. But they are difficult to overcome with hacking the source due to assumptions built into the code. I've got RT working entirely within a virtual/shared web server environment, but it's a lot of work. And honestly, the lot of work has entirely to do with built-in-assumptions rather than actual problems that prevent its implementation that way. I'm trying to figure out how to document all of the work required for this. If I was to grab to 4.0 codebase and start finding and sending patches to prevent these kind of assumptions from being made, it would make me a lot happier. I'm also certain it would broaden the potential userbase and resolve a great many of the questions that come up on this list. Not that OTRS is as good as RT. But you can untar OTRS inside a shared virtual server and have it up and running without ever becoming root in 5 minutes. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4 - status report
That's good. Would this change improve the ability to run RT in a virtual server environment, instead of having to pretty much commit an entire machine to it? The number of things which must be done by root which don't actually need root permissions, and could run under a more limited user is quite large. But they are difficult to overcome with hacking the source due to assumptions built into the code. Such as? I run RT configured --with-my-user-group all the time. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4 - status report
On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote: That's good. Would this change improve the ability to run RT in a virtual server environment, instead of having to pretty much commit an entire machine to it? The number of things which must be done by root which don't actually need root permissions, and could run under a more limited user is quite large. But they are difficult to overcome with hacking the source due to assumptions built into the code. Such as? I run RT configured --with-my-user-group all the time. Such as rt-crontool. I fought through a week of trying to be able to run rt-crontool as any user other than root, and it never succeeded. If the mason-cache stuff was created using a consistent userid then we could run rt-crontool as that user. In a perfect world, I want to install RT as a single user, then run a separate HTTP instance as that same user, so that RT is running within a single user account. I'm mostly there on a dev install, but I've already had to modify far too many files for it to be a simple patch. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Transferring CustomField Values from old to new on all tickets in a queue
Subbaraman, Yes. I've been thru this several times. Each time I found a better way to do it. First off, you have to decide what the CF name will be for ALL the queues that will be using it. Secondly, you have to have a consensus on the values you will allow. Third, you create the NEW CF and it's values. Now, if you have a CF that already exists and you want to use it, then you still need to set up all the values. The last step is to APPLY this particular CF to all the queues that will be using it. Once that is done, set up some scripts (NOT scrips) that detail which OLD CFs should be WHAT VALUE for the NEW CF. Once that is done, you execute each of those scripts for EACH queue by running a query to pull ALL tickets of each queue (1 queue at a time) and use the bulk update feature to set the new value for the new CF based on the script/selection criteria for the OLD CF. For example. Let's say I have 3 CF's that are similar. I take CF1 and set up all the values I want it to have. If there are any values I want to get rid of, I add the news ones first, then run a Search/Bulk Update to change the values I want to get rid of to the new values. Select all tickets where CF1 value = X. Bulk Update the results to be CF1 value = Y. This would be the basic routine you walk thru for EACH and EVERY value of CF2 and CF3 for Each Queue that uses CF2 and CF3, 1 Queue at a time. That should do it. There are no real shortcuts that I know of for this kind of thing. You COULD use SQL and do this DIRECTLY to the DataBase, but that get REAL messy and I do NOT recommend it. Hope this helps. Kenn LBNL On 3/20/2009 7:42 AM, Venkateswaran, Subbaraman wrote: We are using RT 3.6.4 and what we are trying to do is to synchronize custom field across all queues and basically have one unique custom field and type. Currently we have some CFs with the same name and different types dupe'ed across all the queues. Is there a way we can script around to move all the values from oldCF to new CF on all tickets in a Queue ? For e.g.: CF Name XYZ, Type: Enter multiple values CF Name XYZ, Type: Text Move all the values on XYZ(enter multiple values) to the CF XYZ(Text) on all tickets in a Queue. Once this is done we will disconnect the old CF XYZ(Enter multiple values) from the Queue. Thanks for your help THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Email delay on ticket creation - sending to www user?
Derek Cunningham wrote, On 3/20/09 10:45 AM: I thought this was solved, but I was wrong - see below: On 3/11/09 2:02 PM, Bill Colertusers-20090...@billmail.scconsult.com wrote: Now the bad case: Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70 from=www Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4: message-id=rt-3.8.1-228-1236689811-14.30085-...@curis.com Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: from=w...@rt3.curis.com, size=998, nrcpt=1 (queue active) Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70 from=www HINT! [big snip] I figured out that it is trying to send email to the user www, No, it isn't. which is the problem!!! No, it isn't. So, where is RT making the decision to add www to the bcc list? It isn't. rt3:/etc/postfix root# mailq -Queue ID- --Size-- Arrival Time -Sender/Recipient--- D97C288D82 1416 Fri Mar 20 10:10:14 www de...@curis.com j...@curis.com rcur...@curis.com -- 1 Kbytes in 1 Request. rt3:/etc/postfix root# sendmail -q rt3:/etc/postfix root# mailq -Queue ID- --Size-- Arrival Time -Sender/Recipient--- D97C288D82 1416 Fri Mar 20 10:10:14 www de...@curis.com j...@curis.com rcur...@curis.com -- 1 Kbytes in 1 Request. rt3:/etc/postfix root# Look at the mail log, which should tell you what happened when you ran sendmail -q. Also 'man mailq' or consider what the header on the 4th column in the mailq output might mean about the content of the 4th column. You may want to configure RT so that it uses something other than 'www' but using that address is unlikely to be a cause for slow deliveries. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] automatic merging of tickets based on Message-Id and Subject header
I've done a only minimal google search for this, so feel free to hit me with the clue-bat, but I was wondering if it's possible for RT to automatically merge tickets based on Message-Id. For example when these criteria are met: 1) the In-Reply-To header references the previous message's Message-Id header. The previous message was sent by RT. 2) the subject header in my response to RT is a substring of the subject header of the previous message. Is there a setting to make this sort of behaviour work? Thanks, ~paul ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4 - status report
At the same time, we've moved RT from its own homegrown application framework to Jifty, Best Practical's next-generation web application platform. Jifty brings with it all sorts of new features which make it easier to build out web services and web applications with less code and easier support for modern Web 2.0 features. My big question here should be obvious: will RT 4.0 maintain the exact same /REST/1.0/ API as RT 3.x? Secondarily, will it expose additional web services beyond that? /REST/2.0/ perhaps? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] automatic merging of tickets based on Message-Id and Subject header
On Fri, Mar 20, 2009 at 14:27, Paul Vlaar paul_vl...@isc.org wrote: I've done a only minimal google search for this, so feel free to hit me with the clue-bat, but I was wondering if it's possible for RT to automatically merge tickets based on Message-Id. For example when these criteria are met: 1) the In-Reply-To header references the previous message's Message-Id header. The previous message was sent by RT. 2) the subject header in my response to RT is a substring of the subject header of the previous message. Is there a setting to make this sort of behaviour work? Not in core. But it's definitely come up before, and I could have sworn I'd seen and bookmarked something on the wiki for it... However, no luck checking bookmarks or in quick search of wiki or Gossamer threads list archive (generally provides better results since RT is a common substr) -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4 - status report
On Fri, Mar 20, 2009 at 12:32:44PM -0700, Tom Lahti wrote: At the same time, we've moved RT from its own homegrown application framework to Jifty, Best Practical's next-generation web application platform. Jifty brings with it all sorts of new features which make it easier to build out web services and web applications with less code and easier support for modern Web 2.0 features. My big question here should be obvious: will RT 4.0 maintain the exact same /REST/1.0/ API as RT 3.x? Yes. And if it doesn't, it's a bug. Once we get to usable beta status, please beat hard on it to make sure we cover all your cases. Secondarily, will it expose additional web services beyond that? /REST/2.0/ perhaps? Yes. That's one of the things Jifty gets us 'free'. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 4 - status report
On Fri, Mar 20, 2009 at 9:05 PM, Jo Rhett jrh...@netconsonance.com wrote: On Mar 20, 2009, at 10:28 AM, Jesse Vincent wrote: That's good. Would this change improve the ability to run RT in a virtual server environment, instead of having to pretty much commit an entire machine to it? The number of things which must be done by root which don't actually need root permissions, and could run under a more limited user is quite large. But they are difficult to overcome with hacking the source due to assumptions built into the code. Such as? I run RT configured --with-my-user-group all the time. Such as rt-crontool. I fought through a week of trying to be able to run rt-crontool as any user other than root, and it never succeeded. If the mason-cache stuff was created using a consistent userid then we could run rt-crontool as that user. If your crontool fails to write into file log then it's your mistake. File log is not designed to be used in production, use syslog and/or screen logging. crontool doesn't use mason cache, but dashboards mailer can and it has been fixed in 3.8.HEAD and the fix will be available in 3.8.3. In a perfect world, I want to install RT as a single user, then run a separate HTTP instance as that same user, so that RT is running within a single user account. I'm mostly there on a dev install, but I've already had to modify far too many files for it to be a simple patch. As jesse suggested you can use --with-my-user-group option to do this. developers use it successfully for ages :) -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT to support software development teams when using Agile / SCRUM approaches to planning work
Rudiger, Sorry for the delay. I've been up to my *^%$% in alligators so I've been delayed in draining the swamp. What you state IS workable. We do not move the finished Stories to a review queue, we just added a Ticket Status of QA testing. We run our queries accordingly and review the QA results of the stories in that status. The answer to your question as to navigating to/from child tickets in the Web is YES. However, I think that the 3.8.2 makes it MUCH easier to create them. The rolling up of child data (like time) into the parent is something you could do, but you would have to create your own cron job to do that. I haven't seen anything like that in delivered RT. Hope this helps. Kenn LBNL On 3/19/2009 3:07 PM, Rüdiger Wolf wrote: Ok Thanks for your feedback. Scrum in 5 minutes http://www.softhouse.se/Uploades/Scrum_eng_webb.pdf Based on what you say it seems like the following might work. Each project/team has a BACKLOG QUEUE of stories(requirements). The product owner regularly prioritizes them. During the fortnightly planning meeting the product owner selects some stories from the BACKLOG and moves them to the CURRENT SPRINT QUEUE prioritizing them as he/she does so. Team members select stories from the CURRENT SPRINT QUEUE and add child tasks. When all the tasks are done for a particular story, the story is moved to a REVIEW QUEUE. During the sprint review meeting the product owner reviews the features related to stories in the REVIEW QUEUE and stories are marked as done. Is it possible to roll up child data into a parent? The question might be how many hours of work are remaining for this story? Hours work for a story(parent) = sum of remaining work estimate for all its tasks(child). Is it easy to create child tasks? And navigate through them via the web interface? Thanks Rudiger On Thu, 19 Mar 2009 12:10 -0700, Ken Crocker kfcroc...@lbl.gov wrote: Rudiger, I'm not sure what you mean when you refer to SCRUM. However, we ARE supporting many software applications with technical support teams and Queues oriented for each application/team. We have 1 queue specifically designed to act as the initial request Queue where tickets are reviewed and prioritized, then (if approved) moved to the queue that supports the application the ticket is asking work for. For example, one large support group, Financial, supports all the various software dealing with our financial organizations and they have 12 different queues for that activity. There are, consequently at least 24 different groups, where each queue has a user group that WORKS on the tickets and another that is allowed to CREATE tickets (some that have the same members). Our structure for privileges is rather tight (only a couple for Priviliged Users. Mostly Queue-oriented)) that allow for keeping tickets secure (only the OWNER and the Queue Manager can Modify a Ticket) within their queue. We also have a QA Workflow process that ensures our standard for QA Approval is followed before a ticket is allowed to be QA Approved and then Resolved (for example, we NEVER allow the ticket owner to QA Approve their own work). A separate user from the QA Approval group are the only ones with privileges to modify the CF that is used to indicate QA Approval. Anyway, that's pretty much a summary of how we do things. If the details of any of this will help you, then I'd be glad to share how we do it. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal
Hello All, Has anyone any experience on this? Please help if possible :-) -Original Message- From: Gregor Huber Sent: Wednesday, March 18, 2009 7:14 PM To: 'RT-Users@lists.bestpractical.com' Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Sorry to bother. I think this might be user error since I did not see much posted under this subject. Help would be appreciated. Summary: Installed RTFM. I can see RTFM and add articles as privileged user. An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Have RTFM 2.4.1 RT 3.8.2 Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/plugins/RT-FM/RTFM_Config.pm (did not work) Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/RT_SiteConfig.pm (saw this as possible solution) Put debug line system echo hello /tmp/test into RTFM_Config.pm and verified file was being hit. Added ShowArticle in http://rt -RTFM-Configuration-Global-Group Rights - Unprivileged - ShowArticle After each step above I did do the following: Rm -rf /var/www/html/rt3/var/mason_data/* /etc/init.d/httpd restart Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
