[rt-users] Help required with changing SLA due dates
RT 3.8.6 SLA 0.03 Hello All I need some help I have SLA working with both Response and Resolve but need help with a scenario We set a hard date for resolution What I need to be able to do is the following If a ticket is updated with just an update for the client the clock continues to run, if however the ticket is sent back to the client requesting more information or evidence the clock is stopped and restarted with a new due date calculated from the time taken for them to respond is this possible. The client has a username on RT, would it help to re-assign the ticket to the user, each client has its own Queue and the client can only see that queue and tickets We do not allow clients to see comments in tickets Thanks for any help Regards Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queue owner see too much
OK..
I managed to fix this... And this would be nice change to orginal code (of
course real programmer would write it maybe little different way)
So I made copy of SelectQueue to 'local/html/Elements' and changed that...
diff share/html/Elements/SelectQueue local/html/Elements/SelectQueue
77c77
$ShowNullOption = 1
---
$ShowNullOption = undef
87a88,97
my $qu = new RT::Queues($session{'CurrentUser'});
$qu-UnLimit;
while (my $quu = $qu-Next){
if ($quu-CurrentUserHasRight('SuperUser')) {
$ShowNullOption = 1;
}
}
On Wednesday, 10. Februaryta 2010 11:34:11 you wrote:
Hi!
At report Tools Reports Created in a date range
user have Queue drop down, where there is two choises. '-' and
'(current)Queue'.
If user selects his/her queue, result is from that queue. BUT s/he can
select that '-', then result is from ALL queues, and that's not good.
How to prevent that user cannot see reports from all queues?
How to make so that everywhere where user can/should select queue, s/he
have only one option, his/her own queue?
--
JJussi
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Re: [rt-users] My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4
On Wed, Feb 10, 2010 at 03:16:16PM -0800, Behzad Mahini wrote:
I am asking this question, since some of the previous communications
documentations I looked at, were alarming when it came to changing
some of the settings of RT_SiteConfig, when RT has been up running
for a while,..and obviously that is my scenario.
When I link tickets, in the Links section of my Ticket history/
metadata, I 'll end up getting a hyperlink that does not use my domain
name, and has localhost showing up in it, as follows:
http://localhost/Ticket/Display.html?id=12345
instead of:
http://MY_DOMAIN_NAME/Ticket/Display.html?id=12345
My RT_SiteConfig.pm, with the related settings:
Set($DatabaseHost, 'localhost');
Set($DatabaseRTHost, 'localhost');
Set( $rtname, 'MY_DOMAIN.com');
Set($WebDomain, 'localhost');
Set($RTAddressRegexp, '^my_us...@my_domain.xyz.com$');
Set($CanonicalizeEmailAddressMatch, '@MY_DOMAIN\.com$');
Set($CanonicalizeEmailAddressReplace, '@MY_DOMAIN.com');
Set($WebPath, );
Set($WebBaseURL, ($port == 443? 'https': 'http') .'://' . RT-Config-
Get('WebDomain') . ($port != 80 $port != 443? :$port : '') );
Set($WebURL, RT-Config-Get('WebBaseURL') . RT-Config-
Get('WebPath') . /);
#Set($Organization , example.com);
..and my RT_Config.pm:
Set($Organization , example.com);
Questions:
1) I have already hundreds of tickets generated through different
Queues, and If I were to replace:
Set($WebDomain, 'localhost');
with:
Set($WebDomain, 'MY_DOMAIN.com');
Will that address my localhost issue (i.e., Correcting the
Link
URL), without causing negative side effects?
This is fine and you should fix this
2) Since currently I don't have my $Organization defined per my
RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as
example.com, I am receiving some
emails as follows:
ticket#...@example.com
Again, If I were to remedy this separate issue, by adding the
following in my RT_SIteConfig.pm:
Set($Organization , MY_DOMAIN.com);
Will that address this other issue, without causing negative
side
effects.
This will break your existing ticket links unless you clean up the DB
-kevin
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Dublin, Ireland - Mar 15 16
Boston, MA, USA - April 5 6
Washington DC, USA - Oct 25 26
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Re: [rt-users] Queue owner see too much
On Thu, Feb 11, 2010 at 12:43:37PM +0200, JJussi wrote:
OK..
I managed to fix this... And this would be nice change to orginal code (of
course real programmer would write it maybe little different way)
If a report is showing too many tickets, it means you've granted
ShowTicket too broadly. Preventing your users from selecting - in the
queue drop down is just masking over a permissions problem. All they
have to do is delete Queue=7 from the query string and they'll still
be able to see all tickets.
-kevin
So I made copy of SelectQueue to 'local/html/Elements' and changed that...
diff share/html/Elements/SelectQueue local/html/Elements/SelectQueue
77c77
$ShowNullOption = 1
---
$ShowNullOption = undef
87a88,97
my $qu = new RT::Queues($session{'CurrentUser'});
$qu-UnLimit;
while (my $quu = $qu-Next){
if ($quu-CurrentUserHasRight('SuperUser')) {
$ShowNullOption = 1;
}
}
On Wednesday, 10. Februaryta 2010 11:34:11 you wrote:
Hi!
At report Tools Reports Created in a date range
user have Queue drop down, where there is two choises. '-' and
'(current)Queue'.
If user selects his/her queue, result is from that queue. BUT s/he can
select that '-', then result is from ALL queues, and that's not good.
How to prevent that user cannot see reports from all queues?
How to make so that everywhere where user can/should select queue, s/he
have only one option, his/her own queue?
--
JJussi
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 23
Dublin, Ireland - Mar 15 16
Boston, MA, USA - April 5 6
Washington DC, USA - Oct 25 26
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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2010 RT Training Sessions!
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Dublin, Ireland - Mar 15 16
Boston, MA, USA - April 5 6
Washington DC, USA - Oct 25 26
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[rt-users] Please please please an explanation
Hi; rt-3.8.7 Second time of asking; Please can someone help me understand what Tickets_Overlay.pm: sub _DirectlyCanSeeIn sub CurrentUserCanSee do; Been looking at them for the last couple of days and cannot figure out the point or what they do? Any pointers will truly be appreciated Regards; Roy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Force Owner Change more than once on a ticket
Hi all, I have 2 scrips written that change the owner of the current ticket based on a Select One CF. When the first owner (Frank) selects 'Yes', the scrip correctly forcibly changes the owner to the next in line (Christy). However, whenever Christy selects 'Yes', and the scrip tries to execute, it just freezes. This happens every time no matter the owner. Both scrips are identical (except for the owner it's forcibly changing to). Does anyone have any experience trying to forcibly change an owner of a ticket more than once? Why is this not working? Thanks! Jonathan -- View this message in context: http://old.nabble.com/Force-Owner-Change-more-than-once-on-a-ticket-tp27547530p27547530.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Source code display for html attachment
Helle, Thank you for your suggestion, but i already test it and it didn't work. I tried this in vain: -- update EmailInputEncodings utf-8, iso-8859-1, us-ascii to EmailInputEncodings iso-8859-1, utf-8, us-ascii -- SET TrustHTMLAttachments to true -- comment adddefaultcharset UTF-8 on httpd.conf here is my file RT_SiteConfig.pm On Tue, Feb 09, 2010 at 09:31:50AM +, jet jet wrote: Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we send a html attachement with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. Regars William -kevin On Tue, Feb 09, 2010 at 09:31:50AM +, jet jet wrote: Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we send a html attachement with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. -kevin De: jet jet jettejp...@yahoo.fr Objet: Source code display for html attachment À: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Date: Mardi 9 Février 2010, 10h31 Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we send a html attachement with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. Thank you for your help William ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4
Folks,
I really appreciate any help I get.
Thanks,
Behzad
On Feb 10, 2010, at 3:16 PM, Behzad Mahini wrote:
I am asking this question, since some of the previous communications
documentations I looked at, were alarming when it came to changing
some of the settings of RT_SiteConfig, when RT has been up
running for a while,..and obviously that is my scenario.
When I link tickets, in the Links section of my Ticket history/
metadata, I 'll end up getting a hyperlink that does not use my
domain name, and has localhost showing up in it, as follows:
http://localhost/Ticket/Display.html?id=12345
instead of:
http://MY_DOMAIN_NAME/Ticket/Display.html?id=12345
My RT_SiteConfig.pm, with the related settings:
Set($DatabaseHost, 'localhost');
Set($DatabaseRTHost, 'localhost');
Set( $rtname, 'MY_DOMAIN.com');
Set($WebDomain, 'localhost');
Set($RTAddressRegexp, '^my_us...@my_domain.xyz.com$');
Set($CanonicalizeEmailAddressMatch, '@MY_DOMAIN\.com$');
Set($CanonicalizeEmailAddressReplace, '@MY_DOMAIN.com');
Set($WebPath, );
Set($WebBaseURL, ($port == 443? 'https': 'http') .'://' . RT-
Config-Get('WebDomain') . ($port != 80 $port != 443? :$port :
'') );
Set($WebURL, RT-Config-Get('WebBaseURL') . RT-Config-
Get('WebPath') . /);
#Set($Organization , example.com);
..and my RT_Config.pm:
Set($Organization , example.com);
Questions:
1) I have already hundreds of tickets generated through different
Queues, and If I were to replace:
Set($WebDomain, 'localhost');
with:
Set($WebDomain, 'MY_DOMAIN.com');
Will that address my localhost issue (i.e., Correcting the
Link
URL), without causing negative side effects?
2) Since currently I don't have my $Organization defined per my
RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as
example.com, I am receiving some
emails as follows:
ticket#...@example.com
Again, If I were to remedy this separate issue, by adding the
following in my RT_SIteConfig.pm:
Set($Organization , MY_DOMAIN.com);
Will that address this other issue, without causing negative
side
effects.
Thanks,
Behzad
___
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Dublin, Ireland - Mar 15 16
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[rt-users] subject quote problem
Hi List,
I think there is a problem with mime-encoded header handling.
The following code (and comments) are in I18N.pm file (3.8.7):
-
# It's legal for headers to contain mime-encoded commas and semicolons which
# should not be treated as address separators. (Encoding == quoting here)
#
# until this is fixed, we must escape any string containing a comma or
semicolon
# this is only a bandaid
# Some _other_ MUAs encode quotes _already_, and double quotes
# confuse us a lot, so only quote it if it isn't quoted
# already.
$enc_str = qq{$enc_str} if $enc_str =~ /[,;]/ and $enc_str !~ /^.*$/;
-
It is good for To, Cc and other fields because non-ascii, encoded names
before email
addresses can containt commas and semicolons, for example:
NonAscii, Name f...@bar.com
becomes
NonAscii, Name f...@bar.com
and that's why commas don't cause problems, but it's not good for subject.
If I have a non-ascii subject with comma or semicolon it will be quoted.
Non-ascii, subject
becomes
Non-ascii, subject
It's not good but tolerable. But if I have a long non-ascii subject, I will
get
a worse thing:
It is a very long non ascii subject with commas, in the header, it will be
encoded and multiline
becomes something like this:
It is a very long non ascii subject with commas, in the header, it will
be encoded and multiline
It's not good if you parse the subject, and may annoy your users.
I attached a patch that I use to avoid this problem. It's maybe useful but
maybe you have a better solution
or opinion about this problem. Please let me know if there is!
Thanks,
--
Bekeny
Docca OutSource IT Ltd
subject_noquote.diff
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Re: [rt-users] My Ticket URL's are wrong When I Link Tickets -- RT 3.8.4
Sorry for my previous repeat question, as there was a delay in our mailserver to receive this response. I have a followup question, see inlines below. Thanks, Behzad 2) Since currently I don't have my $Organization defined per my RT_SiteConfig.pm, and I presume since RT_Config.pm has it defined as example.com, I am receiving some emails as follows: ticket#...@example.com Again, If I were to remedy this separate issue, by adding the following in my RT_SIteConfig.pm: Set($Organization , MY_DOMAIN.com); Will that address this other issue, without causing negative side effects. This will break your existing ticket links unless you clean up the DB What do I need to do specifically for DB cleanup? -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Queue owner see too much
On Thursday, 11. Februaryta 2010 17:06:42 Kevin Falcone wrote:
OK..
Have to search and test that.. Strange thing is that Report is only place
where customer can see too many tickets (just a number, how many tickets there
is)..
Everywhere, where there is list of tickets, customer cannot see anything else
than his/her own queue.
BTW, this rights thing with multi layer rights is... Sometimes hard to
handle. ;-)
On Thu, Feb 11, 2010 at 12:43:37PM +0200, JJussi wrote:
OK..
I managed to fix this... And this would be nice change to orginal code
(of course real programmer would write it maybe little different way)
If a report is showing too many tickets, it means you've granted
ShowTicket too broadly. Preventing your users from selecting - in the
queue drop down is just masking over a permissions problem. All they
have to do is delete Queue=7 from the query string and they'll still
be able to see all tickets.
-kevin
So I made copy of SelectQueue to 'local/html/Elements' and changed
that...
diff share/html/Elements/SelectQueue local/html/Elements/SelectQueue
77c77
$ShowNullOption = 1
---
$ShowNullOption = undef
87a88,97
my $qu = new RT::Queues($session{'CurrentUser'});
$qu-UnLimit;
while (my $quu = $qu-Next){
if ($quu-CurrentUserHasRight('SuperUser')) {
$ShowNullOption = 1;
}
}
On Wednesday, 10. Februaryta 2010 11:34:11 you wrote:
Hi!
At report Tools Reports Created in a date range
user have Queue drop down, where there is two choises. '-' and
'(current)Queue'.
If user selects his/her queue, result is from that queue. BUT s/he can
select that '-', then result is from ALL queues, and that's not good.
How to prevent that user cannot see reports from all queues?
How to make so that everywhere where user can/should select queue, s/he
have only one option, his/her own queue?
--
JJussi
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 23
Dublin, Ireland - Mar 15 16
Boston, MA, USA - April 5 6
Washington DC, USA - Oct 25 26
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Source code display for html attachment
Here is the error i found in httpd logs: [Thu Feb 11 18:17:51 2010] [error]: Encoding error: UTF-16:Unrecognised BOM 3c at /usr/lib/perl5/5.10.0/i386-linux-thread-multi/Encode.pm line 182. Stack: [/usr/lib/perl5/5.10.0/i386-linux-thread-multi/Encode.pm:182] [/usr/lib/perl5/vendor_perl/5.10.0/RT/I18N.pm:235] [/usr/lib/perl5/vendor_perl/5.10.0/RT/I18N.pm:153] [/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Web.pm:836] [/usr/share/rt3/html/Ticket/Update.html:217] [/usr/share/rt3/html/autohandler:311] defaulting to ISO-8859-1 - UTF-8 (/usr/lib/perl5/vendor_perl/5.10.0/RT/I18N.pm:239) Regards William Date: Thu, 11 Feb 2010 15:28:52 + (GMT) From: jet jet jettejp...@yahoo.fr Subject: [rt-users] Source code display for html attachment To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Message-ID: 512692.64331...@web28605.mail.ukl.yahoo.com Content-Type: text/plain; charset=iso-8859-1 Helle, Thank you for your suggestion, but i already test it and it didn't work. I tried this in vain: -- update EmailInputEncodings utf-8, iso-8859-1, us-ascii to EmailInputEncodings iso-8859-1, utf-8, us-ascii -- SET TrustHTMLAttachments to true -- comment adddefaultcharset UTF-8 on httpd.conf here is my file RT_SiteConfig.pm On Tue, Feb 09, 2010 at 09:31:50AM +, jet jet wrote: Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we send a html attachement with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. Regars William -kevin On Tue, Feb 09, 2010 at 09:31:50AM +, jet jet wrote: Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we send a html attachement with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. Sounds like you missed TrustHTMLAttachments and other config options. -kevin De: jet jet jettejp...@yahoo.fr Objet: Source code display for html attachment ?: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Date: Mardi 9 F?vrier 2010, 10h31 Hello, We have got RT(3.8.1 and 3.8.2) on linux machine(centos). When we?send a html?attachement?with a ticket, it is display as text (the source code) in it. To resolve that we have to record the html file with UTF-8 encodage selected. This is not always possible, and it makes longer the ticket resolution process. ? Thank you for your help William -- next part -- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20100211/95d17843/attachment.html -- ___ RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 71, Issue 28 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
