Re: [rt-users] MakeClicky call back example doesn't seem to work (RT3.8.4)
Ah that might be it - I have got the httpurl one turned on as well.
I've got the patch and will let you know how it goes.
Thanks again!
Justin
-
Justin Hayes
Orbis Support Manager
justin.ha...@orbisuk.com
On 14 Jul 2009, at 22:43, Kevin Falcone wrote:
> On Tue, Jul 14, 2009 at 09:53:30PM +0100, Justin Hayes wrote:
>> Here's the output from that debug you suggested adding:
>
> My colleage suspects you're running into a bug where the other
> two MakeClicky extensions are clobbering captures.
> You didn't mention having them enabled, so I was testing without them.
>
> He may followup with a patch to try
>
> -kevin
>
>>
>> Jul 14 21:50:42 cetus RT: $VAR1 = {
>> 'all_matches' => [
>> 'Ticket #1',
>> undef,
>> undef,
>> undef,
>> undef,
>> undef,
>> undef,
>> undef,
>> undef
>> ],
>> 'Message' => [
>> {
>>'text' => 'Ticket #1 [b]this is bold[/
>> b]',
>>'empty' => '',
>>'quoter' => '',
>>'raw' => 'Ticket #1 [b]this is bold[/b]'
>> },
>> {
>>'text' =>
>> '-',
>>'empty' => '',
>> 'quoter' => '',
>>'raw' =>
>> '-'
>>
>>
>> -
>> Justin Hayes
>> Orbis Support Manager
>> justin.ha...@orbisuk.com
>>
>>
>>
>>
>> On 14 Jul 2009, at 21:14, Kevin Falcone wrote:
>>
>>> On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote:
Hi,
Has anyone tried the example MakeClicky Callback in the docs
(extending_clickable_links.pod)?
I've added the following as a callback as it says :
>>>
>>> I just tried with your code and with the code copied from pod and it
>>> worked for me without any tweaking (RT 3.8.4). I suggest you add
>>> the
>>> following piece of debugging and see what you get. Otherwise you're
>>> going to need to instrument MakeClicky itself.
>>>
>>> You don't mention your RT version of your perl version, both of
>>> which
>>> might be interesting.
>>>
>>> -kevin
>>>
<%ARGS>
$types => []
$actions => {}
<%INIT>
my $web_path = RT->Config->Get('WebPath');
# action that takes ticket ID as argument and returns link
to the ticket
$actions->{'link_ticket'} = sub {
my %args = @_;
>>> use Data::Dumper; $RT::Logger->error(Dumper \%args);
my $id = $args{'all_matches'}[1];
return qq{>>> href="$web_path/Ticket/Display.html?id=$id">$args{value}};
};
# add action to the list
push @$types, {
# name, that should be used in config to activate action
name => 'short_ticket_link',
# regular expression that matches text 'ticket #xxx'
regex => qr{ticket\s+#(\d+)}i,
# name of the action that should be applied
action => 'link_ticket',
};
>>> ___
>>> 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
___
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] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
> It sounds like you didn't run all the database upgrade > scripts, so I'd start there and figure out what else was > missed. You know... When I did the "test" upgrade from my production box to a "dev" box, I did all the schema upgrades, and I even included them in my upgrade notes file. And I distinctly remember this morning when I started this whole thing seeing them in my notes, and then skipping right over them and selecting the next step... :( Thanks - it's working now that I've applied the schema updates. Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
On Tue, Jul 14, 2009 at 05:09:11PM -0700, Tim Gustafson wrote: > > Look for an Attribute named HomepageSettings and find out why it > > isn't loading > > Thanks, I think that's what I'm missing. > > I don't have that row in my attributes table. I looked in the > initial load script and it seems that the data gets somehow > bae64-encoded in that database. Can anyone provide the base64 data > for a "Default" installation for me? It sounds like you didn't run all the database upgrade scripts, so I'd start there and figure out what else was missed. -kevin ___ 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] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
> Look for an Attribute named HomepageSettings and find > out why it isn't loading Thanks, I think that's what I'm missing. I don't have that row in my attributes table. I looked in the initial load script and it seems that the data gets somehow bae64-encoded in that database. Can anyone provide the base64 data for a "Default" installation for me? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
On Tue, Jul 14, 2009 at 09:46:53AM -0700, Tim Gustafson wrote: > > broken attributes table? > > The table itself is fine, and it has lots of data in it - 363 rows in all. > How can I tell if there's something wrong with the table data? Look for an Attribute named HomepageSettings and find out why it isn't loading -kevin ___ 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] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
Has anyone got any other suggestions or clues about my broken "RT at a Glance" page? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] RT slow first thing in the morning
I've had complaints that RT is slow first thing in the morning. What appears to be happening is that logrotate reloads apache early in the morning, and this also causes our RT FastCGI instances to reload. For some reason, the first request each FastCGI process serves takes a long time (loading data/config/caches and such I assume). All requests served after that respond normally. Is there a way to get RT FastCGI processes to pre-load/pre-cache whatever they need when they start, so they're ready to serve that first request quickly? Debian 5.0, Apache 2.2.9, mod_fastcgi 2.4.6, RT 3.8.2 installed from source. ___ 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] I am unable to use LDAP
On 7/14/09 2:41 PM, "Eric Chatham" wrote: > Hello, > > I have had some problem getting LDAP to work on my version of RT. I am > running RT version 3.8.2 and the version of RT::Authen::ExternalAuth I > installed via CPAN is 0.08. RT is installed on a CentOS 5.1 OS. I tried > using some examples from a Google search to try and modify RT_SiteConfig.pm, > but when I try to log into the RT Webpage (with an LDAP user), it fails. > Beforehand, I did create the user as a ³user² in RT, but left the password > blank. Should I set a user up in RT first before trying to log the user into > RT? Here is an example of my RT_SiteConfig.pm settings. Everytime I try to > log in with an LDAP user, I get ³Your username or password is incorrect.² Can > I setup a log file to track this as well? Please help and thank you for any > assistance. [snip config] Are you using OpenLDAP, or Active Directory? The configuration you have is for AD and won't work for OpenLDAP. Also, if you have to bind for the directory access, you need to put in the complete Distinguished Name for it, eg: CN=secmanager,OU=USA,DC=broadvox,DC=local -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ 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] I am unable to use LDAP
Eric,
I'll work off line with you. I have just finished setting mine up and we are
using the same version of RT (3.8.2).
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
--- Original message ---
Subject: [rt-users] I am unable to use LDAP
From: Eric Chatham
To: rt-users@lists.bestpractical.com
Date: 07/14/2009 2:47 PM
Hello,
I have had some problem getting LDAP to work on my version of RT. I am running
RT version 3.8.2 and the version of RT::Authen::ExternalAuth I installed via
CPAN is 0.08. RT is installed on a CentOS 5.1 OS. I tried using some
examples from a Google search to try and modify RT_SiteConfig.pm, but when I
try to log into the RT Webpage (with an LDAP user), it fails. Beforehand, I
did create the user as a “user” in RT, but left the password blank. Should I
set a user up in RT first before trying to log the user into RT? Here is an
example of my RT_SiteConfig.pm settings. Everytime I try to log in with an
LDAP user, I get “Your username or password is incorrect.” Can I setup a log
file to track this as well? Please help and thank you for any assistance.
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
# Set( $rtname, 'example.com');
# Set(@Plugins,(qw(Extension::QuickDelete)));
# Set($WebPath, "/rt3");
Set($rtname, "broadvox.local");
Set($Organization, 'broadvox.local');
# Set($CorrespondAddress, 'echat...@broadvox.net');
# Set($CommentAddress, 'echat...@infotelecom.us');
Set($Timezone, 'US/Eastern');
# Set($WebBaseURL, 'http://rt.broadvox.local/');
Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
# Debugging
Set($LogToSyslog, 'info');
Set($LogStackTraces, 'debug');
# Database
# Set($DatabaseType, 'mysql');
# Set($DatabaseUser, 'rt_user');
# Set($DatabasePassword, 'rt_pass');
# Set($DatabaseRTHost, 'localhost');
# External Authentication
Set($ExternalAuthPriority, ['My_LDAP']);
# LDAP
Set($ExternalSettings, {'My_LDAP' => {'type' => 'ldap',
'auth' => 1,
'info' => 1,
'server' =>
'clehbdc01.broadvox.local',
'user' => 'secmanager',
'pass' => '',
'port' => '389',
'base' =>
'ou=USA,dc=broadvox,dc=local',
'filter' => '(objectclass=user)',
'attr_match_list' => [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map' => {'Name' =>
'sAMAccountName',
'EmailAddress' =>
'mail',
'Orginazation' =>
'physicalDeliveryOfficeName',
'RealName' => 'cn',
'ExternalAuthID' =>
'sAMAccountName',
'WorkPhone' =>
'telephoneNumber',
'Address1' =>
'streetAddress',
'City' => 'l',
'State' => 'st',
'Zip' => 'postalCode',
'Country' => 'co'}
}
});
1;
Eric Chatham
MIS Department
Phone: (216) 373-4683
Fax: (216) 373-4669
echat...@broadvox.com
CONFIDENTIAL. This e-mail and any attached files are confidential and should be
destroyed and/or returned if you are not the intended and proper recipient.
___
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
[rt-users] I am unable to use LDAP
Hello,
I have had some problem getting LDAP to work on my version of RT. I am running
RT version 3.8.2 and the version of RT::Authen::ExternalAuth I installed via
CPAN is 0.08. RT is installed on a CentOS 5.1 OS. I tried using some examples
from a Google search to try and modify RT_SiteConfig.pm, but when I try to log
into the RT Webpage (with an LDAP user), it fails. Beforehand, I did create
the user as a "user" in RT, but left the password blank. Should I set a user
up in RT first before trying to log the user into RT? Here is an example of my
RT_SiteConfig.pm settings. Everytime I try to log in with an LDAP user, I get
"Your username or password is incorrect." Can I setup a log file to track this
as well? Please help and thank you for any assistance.
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
# Set( $rtname, 'example.com');
# Set(@Plugins,(qw(Extension::QuickDelete)));
# Set($WebPath, "/rt3");
Set($rtname, "broadvox.local");
Set($Organization, 'broadvox.local');
# Set($CorrespondAddress, 'echat...@broadvox.net');
# Set($CommentAddress, 'echat...@infotelecom.us');
Set($Timezone, 'US/Eastern');
# Set($WebBaseURL, 'http://rt.broadvox.local/');
Set(@Plugins,(qw(RT::Authen::ExternalAuth)));
# Debugging
Set($LogToSyslog, 'info');
Set($LogStackTraces, 'debug');
# Database
# Set($DatabaseType, 'mysql');
# Set($DatabaseUser, 'rt_user');
# Set($DatabasePassword, 'rt_pass');
# Set($DatabaseRTHost, 'localhost');
# External Authentication
Set($ExternalAuthPriority, ['My_LDAP']);
# LDAP
Set($ExternalSettings, {'My_LDAP' => {'type' => 'ldap',
'auth' => 1,
'info' => 1,
'server' =>
'clehbdc01.broadvox.local',
'user' => 'secmanager',
'pass' => '',
'port' => '389',
'base' =>
'ou=USA,dc=broadvox,dc=local',
'filter' => '(objectclass=user)',
'attr_match_list' => [ 'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map' => {'Name' =>
'sAMAccountName',
'EmailAddress' =>
'mail',
'Orginazation' =>
'physicalDeliveryOfficeName',
'RealName' => 'cn',
'ExternalAuthID' =>
'sAMAccountName',
'WorkPhone' =>
'telephoneNumber',
'Address1' =>
'streetAddress',
'City' => 'l',
'State' => 'st',
'Zip' => 'postalCode',
'Country' => 'co'}
}
});
1;
Eric Chatham
MIS Department
Phone: (216) 373-4683
Fax: (216) 373-4669
echat...@broadvox.com
[cid:image001.gif@01CA04A9.1E0D6960]
CONFIDENTIAL. This e-mail and any attached files are confidential and should be
destroyed and/or returned if you are not the intended and proper recipient.
<>___
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] MakeClicky call back example doesn't seem to work (RT3.8.4)
On Tue, Jul 14, 2009 at 09:53:30PM +0100, Justin Hayes wrote:
> Here's the output from that debug you suggested adding:
My colleage suspects you're running into a bug where the other
two MakeClicky extensions are clobbering captures.
You didn't mention having them enabled, so I was testing without them.
He may followup with a patch to try
-kevin
>
> Jul 14 21:50:42 cetus RT: $VAR1 = {
>'all_matches' => [
> 'Ticket #1',
> undef,
> undef,
> undef,
> undef,
> undef,
> undef,
> undef,
> undef
>],
>'Message' => [
> {
> 'text' => 'Ticket #1 [b]this is bold[/b]',
> 'empty' => '',
> 'quoter' => '',
> 'raw' => 'Ticket #1 [b]this is bold[/b]'
> },
> {
> 'text' =>
> '-',
> 'empty' => '',
>'quoter' => '',
> 'raw' =>
> '-'
>
>
> -
> Justin Hayes
> Orbis Support Manager
> justin.ha...@orbisuk.com
>
>
>
>
> On 14 Jul 2009, at 21:14, Kevin Falcone wrote:
>
> >On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote:
> >> Hi,
> >> Has anyone tried the example MakeClicky Callback in the docs
> >>(extending_clickable_links.pod)?
> >> I've added the following as a callback as it says :
> >
> >I just tried with your code and with the code copied from pod and it
> >worked for me without any tweaking (RT 3.8.4). I suggest you add the
> >following piece of debugging and see what you get. Otherwise you're
> >going to need to instrument MakeClicky itself.
> >
> >You don't mention your RT version of your perl version, both of which
> >might be interesting.
> >
> >-kevin
> >
> >> <%ARGS>
> >>$types => []
> >>$actions => {}
> >>
> >><%INIT>
> >>my $web_path = RT->Config->Get('WebPath');
> >># action that takes ticket ID as argument and returns link
> >>to the ticket
> >>$actions->{'link_ticket'} = sub {
> >>my %args = @_;
> >use Data::Dumper; $RT::Logger->error(Dumper \%args);
> >>my $id = $args{'all_matches'}[1];
> >>return qq{ >>href="$web_path/Ticket/Display.html?id=$id">$args{value}};
> >>};
> >># add action to the list
> >>push @$types, {
> >># name, that should be used in config to activate action
> >>name => 'short_ticket_link',
> >># regular expression that matches text 'ticket #xxx'
> >>regex => qr{ticket\s+#(\d+)}i,
> >># name of the action that should be applied
> >>action => 'link_ticket',
> >>};
> >>
> >___
> >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] MakeClicky call back example doesn't seem to work (RT3.8.4)
Try attached patch. Don't forget to flush mason cache and send us feedback.
On Wed, Jul 15, 2009 at 12:53 AM, Justin Hayes wrote:
> Here's the output from that debug you suggested adding:
>
> Jul 14 21:50:42 cetus RT: $VAR1 = {
> 'all_matches' => [
> 'Ticket #1',
> undef,
> undef,
> undef,
> undef,
> undef,
> undef,
> undef,
> undef
> ],
> 'Message' => [
> {
> 'text' => 'Ticket #1 [b]this is bold[/b]',
> 'empty' => '',
> 'quoter' => '',
> 'raw' => 'Ticket #1 [b]this is bold[/b]'
> },
> {
> 'text' =>
> '-',
> 'empty' => '',
> 'quoter' => '',
> 'raw' =>
> '-'
>
>
> -
> Justin Hayes
> Orbis Support Manager
> justin.ha...@orbisuk.com
>
>
>
>
> On 14 Jul 2009, at 21:14, Kevin Falcone wrote:
>
>> On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote:
>>> Hi,
>>> Has anyone tried the example MakeClicky Callback in the docs
>>> (extending_clickable_links.pod)?
>>> I've added the following as a callback as it says :
>>
>> I just tried with your code and with the code copied from pod and it
>> worked for me without any tweaking (RT 3.8.4). I suggest you add the
>> following piece of debugging and see what you get. Otherwise you're
>> going to need to instrument MakeClicky itself.
>>
>> You don't mention your RT version of your perl version, both of which
>> might be interesting.
>>
>> -kevin
>>
>>> <%ARGS>
>>> $types => []
>>> $actions => {}
>>>
>>> <%INIT>
>>> my $web_path = RT->Config->Get('WebPath');
>>> # action that takes ticket ID as argument and returns link to
>>> the ticket
>>> $actions->{'link_ticket'} = sub {
>>> my %args = @_;
>> use Data::Dumper; $RT::Logger->error(Dumper \%args);
>>> my $id = $args{'all_matches'}[1];
>>> return qq{
>>> $args{value}};
>>> };
>>> # add action to the list
>>> push @$types, {
>>> # name, that should be used in config to activate action
>>> name => 'short_ticket_link',
>>> # regular expression that matches text 'ticket #xxx'
>>> regex => qr{ticket\s+#(\d+)}i,
>>> # name of the action that should be applied
>>> action => 'link_ticket',
>>> };
>>>
>> ___
>> 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
>
--
Best regards, Ruslan.
RT-3.8.4-make_click_all_matches.patch
Description: Binary data
___
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] MakeClicky call back example doesn't seem to work (RT3.8.4)
Here's the output from that debug you suggested adding:
Jul 14 21:50:42 cetus RT: $VAR1 = {
'all_matches' => [
'Ticket #1',
undef,
undef,
undef,
undef,
undef,
undef,
undef,
undef
],
'Message' => [
{
'text' => 'Ticket #1 [b]this is bold[/b]',
'empty' => '',
'quoter' => '',
'raw' => 'Ticket #1 [b]this is bold[/b]'
},
{
'text' =>
'-',
'empty' => '',
'quoter' => '',
'raw' =>
'-'
-
Justin Hayes
Orbis Support Manager
justin.ha...@orbisuk.com
On 14 Jul 2009, at 21:14, Kevin Falcone wrote:
> On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote:
>> Hi,
>> Has anyone tried the example MakeClicky Callback in the docs
>> (extending_clickable_links.pod)?
>> I've added the following as a callback as it says :
>
> I just tried with your code and with the code copied from pod and it
> worked for me without any tweaking (RT 3.8.4). I suggest you add the
> following piece of debugging and see what you get. Otherwise you're
> going to need to instrument MakeClicky itself.
>
> You don't mention your RT version of your perl version, both of which
> might be interesting.
>
> -kevin
>
>><%ARGS>
>> $types => []
>> $actions => {}
>>
>> <%INIT>
>> my $web_path = RT->Config->Get('WebPath');
>> # action that takes ticket ID as argument and returns link to
>> the ticket
>> $actions->{'link_ticket'} = sub {
>> my %args = @_;
> use Data::Dumper; $RT::Logger->error(Dumper \%args);
>> my $id = $args{'all_matches'}[1];
>> return qq{
>> $args{value}};
>> };
>> # add action to the list
>> push @$types, {
>> # name, that should be used in config to activate action
>> name => 'short_ticket_link',
>> # regular expression that matches text 'ticket #xxx'
>> regex => qr{ticket\s+#(\d+)}i,
>> # name of the action that should be applied
>> action => 'link_ticket',
>> };
>>
> ___
> 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
[rt-users] highlight reminders?
Is it possible to change the color of the reminders section or highlight it in the 'RT at a glance' screen? I'm afraid this might fall under a stylesheet/template category, but I thought I'd ask anyway. Thanks a ton! -- Christopher M. Hobbs [cho...@siloamsprings.com] Network Administrator, City of Siloam Springs ___ 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] MakeClicky call back example doesn't seem to work (RT3.8.4)
Thanks Kevin.
RT version is 3.8.4 as given in the subject of my mail. Perl is 5.10.0
I believe.
I'll try adding that debug and see what I get.
Justin
-
Justin Hayes
Orbis Support Manager
justin.ha...@orbisuk.com
On 14 Jul 2009, at 21:14, Kevin Falcone wrote:
> On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote:
>> Hi,
>> Has anyone tried the example MakeClicky Callback in the docs
>> (extending_clickable_links.pod)?
>> I've added the following as a callback as it says :
>
> I just tried with your code and with the code copied from pod and it
> worked for me without any tweaking (RT 3.8.4). I suggest you add the
> following piece of debugging and see what you get. Otherwise you're
> going to need to instrument MakeClicky itself.
>
> You don't mention your RT version of your perl version, both of which
> might be interesting.
>
> -kevin
>
>><%ARGS>
>> $types => []
>> $actions => {}
>>
>> <%INIT>
>> my $web_path = RT->Config->Get('WebPath');
>> # action that takes ticket ID as argument and returns link to
>> the ticket
>> $actions->{'link_ticket'} = sub {
>> my %args = @_;
> use Data::Dumper; $RT::Logger->error(Dumper \%args);
>> my $id = $args{'all_matches'}[1];
>> return qq{
>> $args{value}};
>> };
>> # add action to the list
>> push @$types, {
>> # name, that should be used in config to activate action
>> name => 'short_ticket_link',
>> # regular expression that matches text 'ticket #xxx'
>> regex => qr{ticket\s+#(\d+)}i,
>> # name of the action that should be applied
>> action => 'link_ticket',
>> };
>>
> ___
> 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] MakeClicky call back example doesn't seem to work (RT3.8.4)
On Tue, Jul 14, 2009 at 06:12:16PM +0100, Justin Hayes wrote:
>Hi,
>Has anyone tried the example MakeClicky Callback in the docs
> (extending_clickable_links.pod)?
>I've added the following as a callback as it says :
I just tried with your code and with the code copied from pod and it
worked for me without any tweaking (RT 3.8.4). I suggest you add the
following piece of debugging and see what you get. Otherwise you're
going to need to instrument MakeClicky itself.
You don't mention your RT version of your perl version, both of which
might be interesting.
-kevin
> <%ARGS>
> $types => []
> $actions => {}
>
> <%INIT>
> my $web_path = RT->Config->Get('WebPath');
> # action that takes ticket ID as argument and returns link to the ticket
> $actions->{'link_ticket'} = sub {
> my %args = @_;
use Data::Dumper; $RT::Logger->error(Dumper \%args);
> my $id = $args{'all_matches'}[1];
> return qq{ href="$web_path/Ticket/Display.html?id=$id">$args{value}};
> };
> # add action to the list
> push @$types, {
> # name, that should be used in config to activate action
> name => 'short_ticket_link',
> # regular expression that matches text 'ticket #xxx'
> regex => qr{ticket\s+#(\d+)}i,
> # name of the action that should be applied
> action => 'link_ticket',
> };
>
___
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] Pubcookie auth
Sorry about the lack of information. Here is the story. I have pubcookie installed and working with apache. I have Ubuntu 8.10.3 installed and RT 3.8.4 installed - both work. I installed RT::Authen::ExternalAuth via cpan successfully (shows up under the plugins dir). I then add Set(@Plugins,(qw(RT::Authen::ExternalAuth))); to my RT_SiteConfig.pm and apache2 goes boom. I get this error in the apache log: [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server :0, exiting... I am no perl wizard so I am sure I am just doing something stupid. Again, I remove the plugin from RT_SiteConfig.pm and it works. I am just missing something? Pete On 7/14/2009 6:50 AM, Mike Peachey wrote: Mon 13 Jul 2009 21:59:58 GMT Peter Boguszewski wrote: Hello all, I am trying to implement pubcookie authentication with mysql authorization. I could use some help. I am wondering if there is more information out there than the wiki and the example file in local/plugins/RT-Authen-ExternalAuth? I am running version 3.8.4 and have the authentication working before local authorization. I am trying to figure out how to have RT pull information from the cookie and use it. Any direction is appreciated. You need to be a little more clear. ExternalAuth already has that code built in. The code itself is in Cookie.pm. You just need to configure RT to use it. -- _ Peter Boguszewski Library Systems Administrator UW Madison - Library Technology Group pboguszew...@library.wisc.edu 608.262.4768 ___ 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] More Owner options for Quick Ticket creation?
On Tue, Jul 14, 2009 at 11:49:10AM -0700, Roderick A. Anderson wrote: > Jerrad Pierce wrote: > > Yes, either edit Elements/QuickCreate, or make a > > customized version in local to override. Optionally, > > give your variant another name to give users the option > > of which to use. > > I'll have to do some more research since it looks like two different > markup/Mason styles/systems were used. I.E. a copy-paste from > Create.html (CreateTicket) didn't fly. :-( In Create.html, the code knows what Queue you're in so it can find users who are allowed to own tickets in that Queue. QuickCreate doesn't know what Queue you're going to pick, so it can't display users unless you're granting global OwnTicket rights. If that is the case, you can call SelectOwner and pass it $RT::System. If you need to do queue level Ownership, you'll need to write some JS to populate the owner dropdown after the Queue is selected -kevin ___ 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] More Owner options for Quick Ticket creation?
Jerrad Pierce wrote: > Yes, either edit Elements/QuickCreate, or make a > customized version in local to override. Optionally, > give your variant another name to give users the option > of which to use. Thanks. I'll have to do some more research since it looks like two different markup/Mason styles/systems were used. I.E. a copy-paste from Create.html (CreateTicket) didn't fly. :-( \\||/ Rod -- > ___ 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] (no subject)
Yes that is correct. The reason is that we monitor the status of the ticket
for responses. Some of the tickets that we take are time based, ie LNP orders,
so if the requestor doesn't meet the required time to response we auto resolve
the ticket. The problem is leaving the status change to the owner, it doesn't
always happens, and some valid tickets are being closed due to this little
problem.
I appreciate your help.
Carlos
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, July 14, 2009 12:25 PM
To: Carlos A. Alvarez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] (no subject)
Carlos,
Sounds like you are creating a situation where the ticket status is constantly
switched between "open" and "stalled" every time the Requestor and ticket owner
communicate to each other. Seems a bit busy but hey, if that's what you want.
Try something like this:
Scrip 1 - Owner reply:
Condition: On Correspond
Custom Prep Code:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $corresponder_id = $trans->CreatorObj->PrincipalId;
my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId;
my $owner_id = $ticket->OwnerObj->PrincipalId;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = " ";
my $cf_value = " ";
# set new value for CF Support Status depending on who initiates correspondence
if ( $corresponder_id = $requestor )
{
$cf_name = "Support Status";
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0 );
$cf_name = "AutoClosure";
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0 );
$ticket->SetStatus("open");
}
elseif ( $corresponder_id = $owner )
{
$cf_name = "Support Status";
$cf_value = "Awaiting Customer";
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0 );
$ticket->SetStatus("stalled");
}
return 1;
Custom Cleanup Code:
return 1;
I'm not sure the "ID" part of the code is correct, but the key is to get the
Owner & Requestor ids and then compare them to the id of the person doing the
correspondence and then based on those results, set your CF's and ticket
status. If there is no match, then someone else is doing the correspondence and
you want to stop. One scrip to handle all that for correspondence. Hope this
helps.
Kenn
LBNL
On 7/13/2009 6:59 PM, Carlos A. Alvarez wrote:
I will like to create a scrip where the status of a ticket is automatically
changed from open to stalled when a Owner replies to a requestor. I am using
rt-crontool to monitor the status of the tickets and auto resolve the ticket
after 72 hours of inactivity. I created a custom field to monitor the status
of the crontool, but my problem is that when the customer replies, I can't rely
on my techs to change the status of the ticket manually.
I tried creating User Defined Scrip which works fine, exept it executes each
time, indiscriminately. Let me try to explain, I have one script that changes
the status from open to stalled, when a technician replies, and another that
changed the status back to open when the customer/requestor replies. I can see
that both scrips are executing at the same time regardless of who initiated the
correspondence.
I know that I am missing something basic, but I don't know what. Can anyone
help.
Scrip 1 customer reply
$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => ' ');
$self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
$self->TicketObj->SetStatus("open");
return 1;
Scrip 2 Owner reply
$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
'Awaiting Customer');
$self->TicketObj->SetStatus("stalled");
return 1;
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
___
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] MakeClicky call back example doesn't seem to work(RT3.8.4)
Also tried the following:
$actions->{'bold_text'} = sub {
my %args = @_;
my $id = $args{'all_matches'}[1];
return qq{$id};
};
push @$types, {
# name, that should be used in config to activate action
name => 'bold_text',
# regular expression that matches text 'ticket #xxx'
regex => qr{\[b\](.*)\[\/b\]}i,
# name of the action that should be applied
action => 'bold_text',
};
In this case
return qq{$id};
gives nothing
return qq{$args{value}};
returns the whole pattern matched (which obviously I don't want as I
want to strip the [b][/b] tags off).
So it really looks like $args{'all_matches'}[1]; etc doesn't get
populated with the sub-matches in a regex like qr{\[b\](.*)\[\/b\]}i,
I would expect [1] to contain the stuff in the (.*) sub-match (unless
the example I'm basing mine on is wrong and I'm doing something stupid)
Justin
-
Justin Hayes
Orbis Support Manager
justin.ha...@orbisuk.com
On 14 Jul 2009, at 18:12, Justin Hayes wrote:
Hi,
Has anyone tried the example MakeClicky Callback in the docs
(extending_clickable_links.pod)?
I've added the following as a callback as it says :
<%ARGS>
$types => []
$actions => {}
<%INIT>
my $web_path = RT->Config->Get('WebPath');
# action that takes ticket ID as argument and returns link to the
ticket
$actions->{'link_ticket'} = sub {
my %args = @_;
my $id = $args{'all_matches'}[1];
return qq{
$args{value}};
};
# add action to the list
push @$types, {
# name, that should be used in config to activate action
name => 'short_ticket_link',
# regular expression that matches text 'ticket #xxx'
regex => qr{ticket\s+#(\d+)}i,
# name of the action that should be applied
action => 'link_ticket',
};
It definitely does something, as my Ticket #1 text becomes
clickable, however it links to a Display.html url with no ticket id
Ticket/Display.html?id=
I guess the my $id = $args{'all_matches'}[1]; bit just
doesn't have a value, but this is the example in the official docs
so I'm surprised it doesn't work
Cheers,
Justin
-
Justin Hayes
Orbis Support Manager
justin.ha...@orbisuk.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
___
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] MakeClicky call back example doesn't seem to work (RT3.8.4)
Hi,
Has anyone tried the example MakeClicky Callback in the docs
(extending_clickable_links.pod)?
I've added the following as a callback as it says :
<%ARGS>
$types => []
$actions => {}
<%INIT>
my $web_path = RT->Config->Get('WebPath');
# action that takes ticket ID as argument and returns link to the
ticket
$actions->{'link_ticket'} = sub {
my %args = @_;
my $id = $args{'all_matches'}[1];
return qq{
$args{value}};
};
# add action to the list
push @$types, {
# name, that should be used in config to activate action
name => 'short_ticket_link',
# regular expression that matches text 'ticket #xxx'
regex => qr{ticket\s+#(\d+)}i,
# name of the action that should be applied
action => 'link_ticket',
};
It definitely does something, as my Ticket #1 text becomes clickable,
however it links to a Display.html url with no ticket id
Ticket/Display.html?id=
I guess the my $id = $args{'all_matches'}[1]; bit just doesn't
have a value, but this is the example in the official docs so I'm
surprised it doesn't work
Cheers,
Justin
-
Justin Hayes
Orbis Support Manager
justin.ha...@orbisuk.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] More Owner options for Quick Ticket creation?
Yes, either edit Elements/QuickCreate, or make a customized version in local to override. Optionally, give your variant another name to give users the option of which to use. -- 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] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
> broken attributes table? The table itself is fine, and it has lots of data in it - 363 rows in all. How can I tell if there's something wrong with the table data? Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
broken attributes table? On Tue, Jul 14, 2009 at 8:37 PM, Tim Gustafson wrote: > Hi, > > I just did a fresh install of RT 3.8.4 on a clean FreeBSD 7.2 box with Apache > 2.0.63 and mod_perl2-2.0.4_2,3. I imported the database from an older > installation, and then did the database migration scripts, which all > completed without a problem. I had to convert the tables to InnoDB manually > - I guess the previous webmaster liked myISAM better. Everything seems to be > working with one glaring problem: > > After logging in, on the screen where there should be the "top 10 unowned > tickets" and all that jazz is completely blank, and when I go into > "Configuration", "RT at a Glance", I get this error: > > Can't call method "Content" on an undefined value at > /usr/local/share/rt38/html/Admin/Global/MyRT.html line 105 > > The HTTP error log only includes: > > Tue Jul 14 16:34:34 2009] [crit]: Apache2::RequestIO::rflush: (54) Connection > reset by peer at > /usr/local/lib/perl5/site_perl/5.8.9/HTML/Mason/ApacheHandler.pm line 1020 > (/usr/local/bin/webmux.pl:165) > > The other functions seem to be working - I can create a ticket and search for > tickets, and I can make changes to existing tickets. > > Any ideas on how to fix this? > > Thanks! > > Tim Gustafson > Baskin School of Engineering > UC Santa Cruz > t...@soe.ucsc.edu > 831-459-5354 > > ___ > 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
[rt-users] More Owner options for Quick Ticket creation?
Several of my users really like the quick ticket creation but need to assign it to someone besides themselves or Nobody. A search using Google (4 pages deep) didn't turn anything useful up. Is there a relatively easy way to make that drop-down show more/all users? Everything I found, that was close on this, looked like I'd need to change the "base" code not something in local. Pointers, ideas, clue-sticks appreciated. \\||/ Rod -- ___ 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] Can't call method "Content" on an undefined value at rt38/html/Admin/Global/MyRT.html line 105
Hi, I just did a fresh install of RT 3.8.4 on a clean FreeBSD 7.2 box with Apache 2.0.63 and mod_perl2-2.0.4_2,3. I imported the database from an older installation, and then did the database migration scripts, which all completed without a problem. I had to convert the tables to InnoDB manually - I guess the previous webmaster liked myISAM better. Everything seems to be working with one glaring problem: After logging in, on the screen where there should be the "top 10 unowned tickets" and all that jazz is completely blank, and when I go into "Configuration", "RT at a Glance", I get this error: Can't call method "Content" on an undefined value at /usr/local/share/rt38/html/Admin/Global/MyRT.html line 105 The HTTP error log only includes: Tue Jul 14 16:34:34 2009] [crit]: Apache2::RequestIO::rflush: (54) Connection reset by peer at /usr/local/lib/perl5/site_perl/5.8.9/HTML/Mason/ApacheHandler.pm line 1020 (/usr/local/bin/webmux.pl:165) The other functions seem to be working - I can create a ticket and search for tickets, and I can make changes to existing tickets. Any ideas on how to fix this? Thanks! Tim Gustafson Baskin School of Engineering UC Santa Cruz t...@soe.ucsc.edu 831-459-5354 ___ 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] (no subject)
Carlos,
Sounds like you are creating a situation where the ticket status is
constantly switched between "open" and "stalled" every time the
Requestor and ticket owner communicate to each other. Seems a bit busy
but hey, if that's what you want. Try something like this:
*Scrip 1 - Owner reply:*
/Condition: On Correspond
Custom Prep Code:/
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $corresponder_id = $trans->CreatorObj->PrincipalId;
my $requestor = $ticket->Requestors->UserMembersObj->First->PrincipalId;
my $owner_id = $ticket->OwnerObj->PrincipalId;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = " ";
my $cf_value = " ";
# set new value for CF Support Status depending on who initiates
correspondence
if ( $corresponder_id = $requestor )
{
$cf_name = "Support Status";
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name()
."\n" );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0 );
$cf_name = "AutoClosure";
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name()
."\n" );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0 );
$ticket->SetStatus("open");
}
elseif ( $corresponder_id = $owner )
{
$cf_name = "Support Status";
$cf_value = "Awaiting Customer";
$cf_obj->LoadByName( Name => $cf_name );
$RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name()
."\n" );
$ticket->AddCustomFieldValue( Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0 );
$ticket->SetStatus("stalled");
}
return 1;
/Custom Cleanup Code:/
return 1;
I'm not sure the "ID" part of the code is correct, but the key is to get
the Owner & Requestor ids and then compare them to the id of the person
doing the correspondence and then based on those results, set your CF's
and ticket status. If there is no match, then someone else is doing the
correspondence and you want to stop. One scrip to handle all that for
correspondence. Hope this helps.
Kenn
LBNL
On 7/13/2009 6:59 PM, Carlos A. Alvarez wrote:
I will like to create a scrip where the status of a ticket is
automatically changed from open to stalled when a Owner replies to a
requestor. I am using rt-crontool to monitor the status of the tickets
and auto resolve the ticket after 72 hours of inactivity. I created a
custom field to monitor the status of the crontool, but my problem is
that when the customer replies, I can’t rely on my techs to change the
status of the ticket manually.
I tried creating User Defined Scrip which works fine, exept it
executes each time, indiscriminately. Let me try to explain, I have
one script that changes the status from open to stalled, when a
technician replies, and another that changed the status back to open
when the customer/requestor replies. I can see that both scrips are
executing at the same time regardless of who initiated the
correspondence.
I know that I am missing something basic, but I don’t know what. Can
anyone help.
Scrip 1 customer reply
$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value
=> ' ');
$self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value =>
' ');
$self->TicketObj->SetStatus("open");
return 1;
Scrip 2 Owner reply
$self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value
=> 'Awaiting Customer');
$self->TicketObj->SetStatus("stalled");
return 1;
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
___
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] FW: Custom Scrip Help
-Original Message-
From: Carlos A. Alvarez
Sent: Tuesday, July 14, 2009 12:02 PM
To: 'Ruslan Zakirov'
Subject: RE: Custom Scrip Help
I see that thanks!... But I still can't find a place where a list of Obj are
located. For example:
TicketObj
Owner
Status
TransactionObj
CreatorObj
Type
Correspond
Comment
More like a reference guide, you know so we can construct valid statements.
Does something like this exists or am I reaching?
Guessing I would have to build a custom scrip condition like :
if ( $self->TransactionObj->Type eq "Correspond" &&
$self->TransactionObj->CreatorObj == TicketObj->Requestor)
{
return 1;
} else {
return undef;
}
So only applies this Scrip when the requestor is replying to a message?
Thanks for the input!
-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: Tuesday, July 14, 2009 10:21 AM
To: Carlos A. Alvarez
Cc: rt-users@lists.bestpractical.com
Subject: Re: Custom Scrip Help
Tried the following?
http://wiki.bestpractical.com/view/CustomConditionSnippets
On Tue, Jul 14, 2009 at 6:18 PM, Carlos A.
Alvarez wrote:
> Thanks Ruslan,
>
> You mean instead of using the default condition "On Correspond"? Can you
> point me to a source for TicketObj options and TransactionObj options, so I
> can create a custom condition. I look everywhere I even bought the RT
> Essentials book and tried perdocs, and I cant find a list of Class Objects
> like AddCustomFieldValues, or a list of RT variables.
>
> Carlos
> -Original Message-
> From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
> Sent: Tuesday, July 14, 2009 5:50 AM
> To: Carlos A. Alvarez
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] (no subject)
>
> You need condition as well. Also adding space as value is not a good
> option, use DeleteCustomFieldValue method.
>
> On Tue, Jul 14, 2009 at 5:59 AM, Carlos A.
> Alvarez wrote:
>>
>>
>> I will like to create a scrip where the status of a ticket is automatically
>> changed from open to stalled when a Owner replies to a requestor. I am using
>> rt-crontool to monitor the status of the tickets and auto resolve the ticket
>> after 72 hours of inactivity. I created a custom field to monitor the
>> status of the crontool, but my problem is that when the customer replies, I
>> can’t rely on my techs to change the status of the ticket manually.
>>
>>
>>
>> I tried creating User Defined Scrip which works fine, exept it executes each
>> time, indiscriminately. Let me try to explain, I have one script that
>> changes the status from open to stalled, when a technician replies, and
>> another that changed the status back to open when the customer/requestor
>> replies. I can see that both scrips are executing at the same time
>> regardless of who initiated the correspondence.
>>
>>
>>
>> I know that I am missing something basic, but I don’t know what. Can anyone
>> help.
>>
>>
>>
>> Scrip 1 customer reply
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => '
>> ');
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
>>
>> $self->TicketObj->SetStatus("open");
>>
>> return 1;
>>
>>
>>
>> Scrip 2 Owner reply
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
>> 'Awaiting Customer');
>>
>> $self->TicketObj->SetStatus("stalled");
>>
>> return 1;
>>
>>
>>
>> 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
>>
>
>
>
> --
> Best regards, Ruslan.
>
--
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
[rt-users] Custom Field check on ticket creation error in custom condition - help please
I'm trying to run the following code in my custom condition
#Don't bother running unless the transaction is a create.
return 0 unless $self->TransactionObj->Type eq "Create";
#Don't bother running unless the custom field Urgency is URGENT.
my $CustomFields = $ticket->QueueObj->TicketCustomFields();
while (my $CustomField = $CustomFields->Next()) {
my $nam = $CustomField->Name;
if $ticket->FirstCustomFieldValue($nam) eq "URGENT" {
return 1
}
else
{
return 0
}
But I get this error logged:
Scrip 12 IsApplicable failed: Global symbol "$ticket" requires explicit package
name at (eval 1692) line 5.
I'm obviously not getting the difference between writing a scrip and writing
perl code. I'm terribly weak on both. Can someone show me what I'm doing wrong
please...
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
___
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] Disable "default" notifications to Adminccs before create
Using RT v3.6.5 When I update/reply/comment a ticket via Update.html, I am able to check/uncheck default Adminccs (assuming the user has the right). I want to be able to do the same for Create.html. Any help will be appreciated. Cristian. ___ 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] rt does not render properly in firefox
i cant seem to get RT using mod_perl to render properly in firefox. the search button is missing and the asset tracker "create new asset of type" button is truncated. using centos 5.3 and apache 2.x nimb...@sdf.lonestar.org SDF Public Access UNIX System - http://sdf.lonestar.org ___ 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] Undefined subroutine&RT::EmailParser::ParseAddressFromHeader...
Thanks, that is what I ended up doing anyway. Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel --- Original message --- Subject: Re: [rt-users] Undefined subroutine.RT::EmailParser::ParseAddressFromHeader... From: Kevin Falcone To: Date: 07/14/2009 6:54 AM On Fri, Jul 10, 2009 at 02:46:15PM -0700, Kevin Gagel wrote: >I am using LDAPSMB1.2_RT3. > >When I add email address for the AdminCC of someone that has not logged > into RT yet I get the >following error: > >Undefined subroutine eRT::EmailParser::ParseAddressFromHeader called at >/opt/rt3/bin/../local/lib/RT/User_Local.pm line 272. > >What do I have to do to correct this? You appear to be using an extension designed for use with RT 3.4 or 3.6 while running 3.8 (the ParseAddressFromHeader method is defined in RT::Interface::Email in 3.8) I suggest disabling the extension causing the problem. If you want to use AD auth with 3.8, the only method I know of that works is RT-Authen-ExternalAuth -kevin ___ 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 athttp://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] Custom Scrip Help
Tried the following?
http://wiki.bestpractical.com/view/CustomConditionSnippets
On Tue, Jul 14, 2009 at 6:18 PM, Carlos A.
Alvarez wrote:
> Thanks Ruslan,
>
> You mean instead of using the default condition "On Correspond"? Can you
> point me to a source for TicketObj options and TransactionObj options, so I
> can create a custom condition. I look everywhere I even bought the RT
> Essentials book and tried perdocs, and I cant find a list of Class Objects
> like AddCustomFieldValues, or a list of RT variables.
>
> Carlos
> -Original Message-
> From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
> Sent: Tuesday, July 14, 2009 5:50 AM
> To: Carlos A. Alvarez
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] (no subject)
>
> You need condition as well. Also adding space as value is not a good
> option, use DeleteCustomFieldValue method.
>
> On Tue, Jul 14, 2009 at 5:59 AM, Carlos A.
> Alvarez wrote:
>>
>>
>> I will like to create a scrip where the status of a ticket is automatically
>> changed from open to stalled when a Owner replies to a requestor. I am using
>> rt-crontool to monitor the status of the tickets and auto resolve the ticket
>> after 72 hours of inactivity. I created a custom field to monitor the
>> status of the crontool, but my problem is that when the customer replies, I
>> can’t rely on my techs to change the status of the ticket manually.
>>
>>
>>
>> I tried creating User Defined Scrip which works fine, exept it executes each
>> time, indiscriminately. Let me try to explain, I have one script that
>> changes the status from open to stalled, when a technician replies, and
>> another that changed the status back to open when the customer/requestor
>> replies. I can see that both scrips are executing at the same time
>> regardless of who initiated the correspondence.
>>
>>
>>
>> I know that I am missing something basic, but I don’t know what. Can anyone
>> help.
>>
>>
>>
>> Scrip 1 customer reply
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => '
>> ');
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
>>
>> $self->TicketObj->SetStatus("open");
>>
>> return 1;
>>
>>
>>
>> Scrip 2 Owner reply
>>
>> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
>> 'Awaiting Customer');
>>
>> $self->TicketObj->SetStatus("stalled");
>>
>> return 1;
>>
>>
>>
>> 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
>>
>
>
>
> --
> Best regards, Ruslan.
>
--
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] Custom Scrip Help
Thanks Ruslan,
You mean instead of using the default condition "On Correspond"? Can you point
me to a source for TicketObj options and TransactionObj options, so I can
create a custom condition. I look everywhere I even bought the RT Essentials
book and tried perdocs, and I cant find a list of Class Objects like
AddCustomFieldValues, or a list of RT variables.
Carlos
-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: Tuesday, July 14, 2009 5:50 AM
To: Carlos A. Alvarez
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] (no subject)
You need condition as well. Also adding space as value is not a good
option, use DeleteCustomFieldValue method.
On Tue, Jul 14, 2009 at 5:59 AM, Carlos A.
Alvarez wrote:
>
>
> I will like to create a scrip where the status of a ticket is automatically
> changed from open to stalled when a Owner replies to a requestor. I am using
> rt-crontool to monitor the status of the tickets and auto resolve the ticket
> after 72 hours of inactivity. I created a custom field to monitor the
> status of the crontool, but my problem is that when the customer replies, I
> can’t rely on my techs to change the status of the ticket manually.
>
>
>
> I tried creating User Defined Scrip which works fine, exept it executes each
> time, indiscriminately. Let me try to explain, I have one script that
> changes the status from open to stalled, when a technician replies, and
> another that changed the status back to open when the customer/requestor
> replies. I can see that both scrips are executing at the same time
> regardless of who initiated the correspondence.
>
>
>
> I know that I am missing something basic, but I don’t know what. Can anyone
> help.
>
>
>
> Scrip 1 customer reply
>
> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => '
> ');
>
> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
>
> $self->TicketObj->SetStatus("open");
>
> return 1;
>
>
>
> Scrip 2 Owner reply
>
> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
> 'Awaiting Customer');
>
> $self->TicketObj->SetStatus("stalled");
>
> return 1;
>
>
>
> 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
>
--
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] Duplicate messages from RT-Users@lists.bestpractical.com
On Mon, Jul 13, 2009 at 03:31:33PM -0700, Kevin Gagel wrote: >Thanks Paul. > >For the list owner... > >Here are the headers from a single message I sent. From the headers it is > clear that your MTA >had submitted this message twice to your mailman installation. You may > need to check on your >queues and trouble shoot why the MTA thought it needed to resubmit the > message. Kevin You happened to submit mail while mailman was acting grumpy and causing duplicate mails. It should have been resolved yesterday evening. -kevin >---Paste--- >Sample 1: >Received: from diesel.bestpractical.com (diesel.bestpractical.com > [4.79.3.63]) >by gateway.cnc.bc.ca (Postfix) with ESMTP id 3A42C2C2802C >for ; Mon, 13 Jul 2009 15:18:08 -0700 (PDT) >Received: from diesel.bestpractical.com (diesel.bestpractical.com > [127.0.0.1]) >by diesel.bestpractical.com (Postfix) with ESMTP id 02DE119B82CF; >Mon, 13 Jul 2009 18:18:07 -0400 (EDT) >X-Original-To: RT-Users@lists.bestpractical.com >Delivered-To: rt-us...@diesel.bestpractical.com >Received: from gateway.cnc.bc.ca (gateway.cnc.bc.ca [142.27.70.211]) >by diesel.bestpractical.com (Postfix) with ESMTP id A7F3319B8281 >for ; >Mon, 13 Jul 2009 18:17:56 -0400 (EDT) > >Sample 2: >Received: from diesel.bestpractical.com (diesel.bestpractical.com > [4.79.3.63]) >by gateway.cnc.bc.ca (Postfix) with ESMTP id 73C3C2C28029 >for ; Mon, 13 Jul 2009 15:18:56 -0700 (PDT) >Received: from diesel.bestpractical.com (diesel.bestpractical.com > [127.0.0.1]) >by diesel.bestpractical.com (Postfix) with ESMTP id C7C8519B82E1; >Mon, 13 Jul 2009 18:18:19 -0400 (EDT) >X-Original-To: RT-Users@lists.bestpractical.com >Delivered-To: rt-us...@diesel.bestpractical.com >Received: from gateway.cnc.bc.ca (gateway.cnc.bc.ca [142.27.70.211]) >by diesel.bestpractical.com (Postfix) with ESMTP id A7F3319B8281 >for ; >Mon, 13 Jul 2009 18:17:56 -0400 (EDT) >---End Paste--- >Kevin W. Gagel >Network Administrator >Local 5448 >My blog: >http://mail.cnc.bc.ca/blogs/gagel >My shared files: >http://mail.cnc.bc.ca/users/gagel > >--- Original message --- >Subject: Re: [rt-users] Duplicate > messagesfromrt-us...@lists.bestpractical.com > >To: Kevin Gagel >Date: 07/13/2009 3:27 PM > >I'm getting duplicates of some messages, but not of other messages. > >Oddly for example, your original message asking about duplicates, I only > received once. But >your reply to yourself about some folks getting duplicates and others not > getting duplicates, >I got two. So I don't think it's sender-specific, nor recipient-specific. > >All in all, I'd agree the list is indeed doing something odd. > >PH > >-- >Paul Hirose : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife >1034 Academic Surge : Programmer/Analyst : Backup Motto : rm -fr / >One Shields Avenue : Voice (530) 752-7181 : Robot, n.: Univ. Admin >Davis, CA 95616-8770 : Fax (530) 752-4465 : rec.pets.cat.anecdotes > ___ > 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] RT3 new install and customisations.
On Mon, Jul 13, 2009 at 08:28:24AM +0200, Erwan HAMON wrote: > I guess I will publish the scrip on best-practical's wiki, but how should I > proceed to have patches and rewrite published or merged with existing > extensions? If you have patches to published extensions, the right thing to do is to send them to the correct queue on http://rt.cpan.org so that the authors can look to include them. > I am installing RT3 at a small software company as part of an intership to get > an engineering degree. > > Some RT3 customisations I did might be useful to others from what I read at a > quick glance in this list archives. > > - Extensive rework to LDAPImport (version 0.04) so as to: The easiest thing to do to generate patches for LDAPImport is probably to clone from github http://github.com/bestpractical/rt-extension-ldapimport and generate diffs against that, since I assume there are some differences between the 0.04 you were modifying and the 0.07 on cpan. > + Share LDAP parameters with RT-Authen-ExternalAuth-0.08 Did you maintain backcompat for people using LDAPImport already? > + Synchronise in almost real time RT3 users with LDAP by reading LDIF > files in a cron job. > > + Allow RT3 custom fields to be fed from LDAP as well. LDAPImport can populate values for custom fields from LDAP, I assume you mean that you pull User Custom Field values and set them during import? Hopefully this doesn't conflict with the existing functionality. > + Add users to RT3 groups acording to two mechanisms (LDAP attribute > and LDAP search base) This will be interesting to see, although again, hopefully it doesn't conflict with the existing group functionality. > > - One scrip to add as CC to new tickets members of the same groups as > the requestor. (Many users for one client account) > > - Plus a few cosmetic or localisation improvements at RTx::EmailCompletion > and "show status in color". > > My code still needs some clean-up as I am new to Perl and I haven't looked at > how to package it. I look forward to seeing your patches -kevin ___ 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] Undefined subroutine &RT::EmailParser::ParseAddressFromHeader...
On Fri, Jul 10, 2009 at 02:46:15PM -0700, Kevin Gagel wrote: >I am using LDAPSMB1.2_RT3. > >When I add email address for the AdminCC of someone that has not logged > into RT yet I get the >following error: > >Undefined subroutine &RT::EmailParser::ParseAddressFromHeader called at >/opt/rt3/bin/../local/lib/RT/User_Local.pm line 272. > >What do I have to do to correct this? You appear to be using an extension designed for use with RT 3.4 or 3.6 while running 3.8 (the ParseAddressFromHeader method is defined in RT::Interface::Email in 3.8) I suggest disabling the extension causing the problem. If you want to use AD auth with 3.8, the only method I know of that works is RT-Authen-ExternalAuth -kevin ___ 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] Custom Field ordering problem
On Fri, Jul 10, 2009 at 12:37:03PM -0700, Jennifer Scales wrote:
>Hey all,
>
>
>
>I'm having a problem with the ordering of custom fields on the "Create a
> new ticket" page, and
>I'm hoping someone can point me in the right direction.
>
>
>
>The order in which the custom fields display on the 'Create Ticket' page
> bears no actual
>relationship to the ordering set with the web-based admin tools.
You don't say, but I assume you're using Postgres as your database.
Try coming up to DBIx::SearchBuilder 1.55, it contains some fixes
for complex order bys on postgres
-kevin
>I verified the SortOrder directly in the DB, and this matches what I see
> on the admin config
>page.
>
>
>
>I then did some digging in the source code and traced it to the
>/Ticket/Elements/EditCustomFields code and the 'iterator'-like calls to the
>$CustomFields->Next function. Seeing that, I tried re-calling the
> OrderByCols function of the
>CustomFields collection in the %INIT block of the EditCustomFields like so:
>
>
>
>
>
>$CustomFields->OrderByCols(
>
> { ALIAS => 'main',
>
> FIELD => 'SortOrder',
>
> ORDER => 'ASC' }
>
> );
>
>
>
>Still no dice - the Next iterator is ignoring the SortOrder for no reason
> I can fathom, and
>trying to make a coherent layout is nigh impossible.
>
>
>
>Has anyone else seen this, or can suggest a solution or workaround?
>
>FWIW, I'm using RT 3.8.2.
___
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] Query Builder is case sensitive when using the content field
Hello, It's side effect of conversion to blob instead of text. Content can not be of text type cuz it can contain binary data. May be we can come up with some patch that workaround this for full text searches, but I'm afraid that will make searches even slower. On Tue, Jul 14, 2009 at 4:02 PM, Lamers, Dan wrote: > I've noticed that using the query builder with the "Content" field is > case sensitive. I've tried other queries based on fields such as > "Subject" and "Requestor" etc and they are all case INsensitive. > Looking at the mysql upgrade script, I think that Content has been > changed to longblob in RT 3.8.3 and that type is case sensitive > according to mysql documentation. Everything I've found on the wiki > seems to imply that queries should all be case INsensitive. > > Has anyone else noticed this behaviour and are there suggestions for a > workaround? > > Thanks, > Dan -- 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
[rt-users] Query Builder is case sensitive when using the content field
I've noticed that using the query builder with the "Content" field is case sensitive. I've tried other queries based on fields such as "Subject" and "Requestor" etc and they are all case INsensitive. Looking at the mysql upgrade script, I think that Content has been changed to longblob in RT 3.8.3 and that type is case sensitive according to mysql documentation. Everything I've found on the wiki seems to imply that queries should all be case INsensitive. Has anyone else noticed this behaviour and are there suggestions for a workaround? Thanks, Dan This document (or software if applicable) may contain data whose export/transfer/disclosure is restricted by U.S. or Canadian law. Dissemination may require an export license or other authorization. CONFIDENTIALITY NOTICE: The information in this message, as well as any attachments, previous e-mail messages and /or any links provided herein, is Proprietary/Confidential information belonging to ELCAN Optical Technologies, and its affiliates, and may be legally privileged. It is intended solely for the addressee. Access to this message by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, or distribution of the message, or any action or omission taken by you in reliance on it, is prohibited and may be unlawful. Please immediately contact the sender if you have received this message in error. WARNING: Malicious code including viruses can be transmitted via email. Although ELCAN has taken reasonable precautions to ensure no malicious code is present in this email, non-encrypted electronic transmissions cannot be guaranteed to be secure or error-free as information could be intercepted and manipulated therefore ELCAN does not accept any responsibility for any loss or damage arising from the use of this email or attachments. ___ 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] Pubcookie auth
Mon 13 Jul 2009 21:59:58 GMT Peter Boguszewski wrote: > Hello all, > I am trying to implement pubcookie authentication with mysql > authorization. I could use some help. I am wondering if there is more > information out there than the wiki and the example file in > local/plugins/RT-Authen-ExternalAuth? I am running version 3.8.4 and > have the authentication working before local authorization. I am trying > to figure out how to have RT pull information from the cookie and use > it. Any direction is appreciated. You need to be a little more clear. ExternalAuth already has that code built in. The code itself is in Cookie.pm. You just need to configure RT to use it. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.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] Merge tickets with the Same Subject
You need simple condition:
return 0 unless $self->TransactionObj->Type eq 'Create';
return 0 unless $self->TicketObj->Subject eq 'syslog firewall';
return 1;
And action:
my ($status, $msg) = $self->TicketObj->MergeInto( 2565 );
$RT::Logger->error("Couldn't merge ticket #". $self->TicketObj->id ."
into #2565: $msg")
unless $status;
return 1;
On Mon, Jul 13, 2009 at 11:59 PM, rmp dmd wrote:
> Thank you for all the help and I was able to implement scrips (ie AutoClose
> on Nagios recovery, filter messages based on Subject) which at first I
> thought was extremenly hard to set-up.
>
> I have a new requirement which is to merge with the same subject.
>
> -existing ticket:
> Subject: syslog firewall
> ticket ID: 2565
>
> when a new request with the same subject: syslog firewall, it should merge
> with ticket ID: 2565.
>
> I've been seeing some scrips but all of them use a matching subject, like **
> PROBLEM **.
> Any one who has implemented the same, please advise on how to do it.
>
>
> Thanks!
> Roehl
> ___
> 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] (no subject)
You need condition as well. Also adding space as value is not a good
option, use DeleteCustomFieldValue method.
On Tue, Jul 14, 2009 at 5:59 AM, Carlos A.
Alvarez wrote:
>
>
> I will like to create a scrip where the status of a ticket is automatically
> changed from open to stalled when a Owner replies to a requestor. I am using
> rt-crontool to monitor the status of the tickets and auto resolve the ticket
> after 72 hours of inactivity. I created a custom field to monitor the
> status of the crontool, but my problem is that when the customer replies, I
> can’t rely on my techs to change the status of the ticket manually.
>
>
>
> I tried creating User Defined Scrip which works fine, exept it executes each
> time, indiscriminately. Let me try to explain, I have one script that
> changes the status from open to stalled, when a technician replies, and
> another that changed the status back to open when the customer/requestor
> replies. I can see that both scrips are executing at the same time
> regardless of who initiated the correspondence.
>
>
>
> I know that I am missing something basic, but I don’t know what. Can anyone
> help.
>
>
>
> Scrip 1 customer reply
>
> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value => '
> ');
>
> $self->TicketObj->AddCustomFieldValue(Field => 'AutoClosure', Value => ' ');
>
> $self->TicketObj->SetStatus("open");
>
> return 1;
>
>
>
> Scrip 2 Owner reply
>
> $self->TicketObj->AddCustomFieldValue(Field => 'Support Status', Value =>
> 'Awaiting Customer');
>
> $self->TicketObj->SetStatus("stalled");
>
> return 1;
>
>
>
> 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
>
--
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] Monthly Tasks
Why so complicated? If you like to use a new ticket every time, why not create directly from cron? mail to the queue with the content and done. If you like to recycle your ticket, just create a ticket, close when done and then use rt-crontool as example to reopen it. Hoep this helps 2009/7/13 rmp dmd > Hi, > > We have recurring tasks (monthly and quarterly) like patch update or run > scan vulnerability that I would like to set to create ticket on a certain > time. > > Here's I would like to do: > > I create a new ticket "run scan vulnerability on server X". > After running, I will close this > ticket. On next month, this ticket automatically will be re-opend (or a new > one generated). > > I'm thinking of using RT Reminders. I've checked it but the scrips that I > saw, use reminders to send open tickets that are due over a period of time. > > Does anyone was able to do this and any scrips that I can check? > > > Thanks! > Roehl > > ___ > 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 > -- MFG Torsten Brumm http://www.torsten-brumm.de ___ 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] Monthly Tasks
rmp dmd wrote: > > I create a new ticket "run scan vulnerability on server X". > After running, I will close this > ticket. On next month, this ticket automatically will be re-opend (or a > new one generated). > > I'm thinking of using RT Reminders. I've checked it but the scrips that > I saw, use reminders to send open tickets that are due over a period of > time. > > Does anyone was able to do this and any scrips that I can check? > I can advise following solution: 1. Create Condition which will check current date and will return 1 in case today is day of scanning. 2. Add rt-crontool call with the Condition and appropriate Action to crontab to be run daily. -- Agnislav Onufrijchuk PortaOne, Inc., RT Developer Tel: +1-866-SIP VOIP (+1 866 747 8647) ext. 7670 Meet us at ITEXPO West 2009 September 2-3, Booth 427 Los Angeles Convention Center ___ 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
