Re: [rt-users] Asset Tracker Documentation

[Todd Chapman]

Christian,

What kind of information are you looking for?

-Todd

On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier
 wrote:
> Hi everybody,
>
> is there anybody out there who has a documentation for AssetTracker 1.2.4b1
> ?
>
> I think i need some advise to realize which possiblities AssetTracker
> offers.
>
> Thanks a lot
>
> Christian
>
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Re: [rt-users] use email sender's default queue on ticket create

[lh]

Hi Kevin,

Thanks for your reply.

On 10/03/10 05:37, Kevin Falcone wrote:
> I suggest you search the mailing list, this comes up pretty often,
> with people suggesting procmail solutions and scrip solutions.

I have searched the list, and couldn't find anything along the lines of 
what I'm looking to do. It's always possible I've missed something 
pertinent, and apologies if that's the case, but I think perhaps I 
didn't make clear enough exactly what I want to achieve. It's certainly 
similar to Jason's recent question:

http://www.gossamer-threads.com/lists/rt/users/92127

> The default queue preference has nothing to do with inbound email.

Sure, I understand that. AFAICT it just affects which queue is selected 
in the quick new ticket creation drop-down. To my way of thinking 
though, it would have made sense if this also allowed overriding the 
queue for any new tickets sent via email by the user that would 
otherwise have gone to the default queue.

The procmail solution would work calling rt-mailgate with the right 
--queue based on sender address, but that would require maintaining the 
mapping of email addresses to queues in a procmail config which I'd like 
to avoid. Since we already set the user's default queue (for a different 
reason), this mapping of email address to the right queue already exists 
within RT, hence why I was hoping to achieve it with a scrip only.

So I'm looking for some help with a scrip that on create, checks if the 
requestor email is a user with a default queue set, and if so changes 
the queue from the system default.

Anyone have anything similar?
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[rt-users] Asset Tracker Documentation

[Christian Cuvelier]

Hi everybody,

is there anybody out there who has a documentation for AssetTracker 1.2.4b1 ?

I think i need some advise to realize which possiblities AssetTracker offers.

Thanks a lot 

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Re: [rt-users] Wierd Queue showing up

[Kevin Falcone]

On Tue, Mar 09, 2010 at 12:59:48PM -0800, Ken Crocker wrote:
> To list,
> 
> Has anyone ever come up with a surprise Queue showing up named 
> "WatcherQueue26269"? I saw it a few weeks ago and disabled it and now it 
> is showing up again. It has no description, no other info other than it 
> was created by UserID # 1. Any ideas anyone?

Sounds like you ran the RT-Extension-CommandByMail test suite against
a production database.

Don't do that.

-kevin


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[rt-users] Wierd Queue showing up

[Ken Crocker]

To list,

Has anyone ever come up with a surprise Queue showing up named 
"WatcherQueue26269"? I saw it a few weeks ago and disabled it and now it 
is showing up again. It has no description, no other info other than it 
was created by UserID # 1. Any ideas anyone?

Kenn
LBNL
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Re: [rt-users] Change queue with a scrip before ticket creation.

[Jason A. Smith]

On Mon, 2010-03-08 at 14:29 -0500, Jason A. Smith wrote:
> 
> I am trying to get the scrip to not notify anyone when the ticket is
> automatically moved to a different queue, which is easy, but if the
> ticket is not moved, it should notify the AdminCcs, just like normal.
> What code in a Scrip will duplicate that default notify action?

I tried looking through the RT code to see if I could duplicate the
built-in notify admincc action, and came up with this custom action prep
scrip:

my $ScripActionObj = $self->ScripActionObj;
$ScripActionObj->Load('Notify', $self->TemplateObj->Id);
$ScripActionObj->SetExecModule('Notify');
$ScripActionObj->SetArgument('AdminCc');
$ScripActionObj->LoadAction(TransactionObj => $self->TransactionObj,
TicketObj => $self->TicketObj);
return($ScripActionObj->Prepare);

but it doesn't work right.  When I test it I get a message like this in
my RT logs:

RT: Scrip Commit 4 died. - Can't call method "id" on an undefined value
at /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 300.
Stack: 

Any ideas on what I am doing wrong and how I can get it to work
correctly?

Thanks,
~Jason


-- 
/--\
|  Jason A. Smith  Email:  smit...@bnl.gov |
|  Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
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Re: [rt-users] Infinite login cycle

[Larry Garfield]

So we finally found a solution to this.  It looks like one of the 
records in the sessions table got corrupted, which was causing all 
session writes to fail, and so logins would never "take".  Flushing and 
repairing that table resolved the issue.

How it got corrupted in the first place, no one knows.  I suspect it was 
bribed by an unscrupulous lobbyist.

Larry Garfield wrote:
> Greetings.
> 
> Starting earlier today, we started experiencing the same issue as 
> described in this message:
> 
> http://lists.bestpractical.com/pipermail/rt-users/2010-February/063573.html
> 
> We are able to log in successfully, but after doing so the next link we 
> click goes back to a login page.
> 
> However, unlike that message we have not recently upgraded.  We are 
> running RT 3.8.5 and have been doing so since we first installed RT. 
> I'm not sure then what would have triggered this issue.
> 
> One of the replies to that email suggested removing 
> local/html/autohandler.  I do not fully understand what that means, but 
> there is no such file present.  And since there was no update I'm not 
> quite sure how it could have changed.
> 
> Anyone have another suggestion? :-)
> 

-- 
Larry Garfield
Senior Architect
Palantir.net
2211 N. Elston Avenue, Suite 202
Chicago IL 60614

p 773.645.4100 ext. 301
f 773.645.4105
e garfi...@palantir.net
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Re: [rt-users] Edit the login page

[Max McGrath]

Thank you!  I was able to find it in /opt/rt3/share/html/Elements!!
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu


On Tue, Mar 9, 2010 at 12:51 PM, Kevin Falcone wrote:

> On Tue, Mar 09, 2010 at 01:43:19PM -0500, Jeff Voskamp wrote:
> > On 03/09/2010 01:32 PM, Kevin Falcone wrote:
> > > On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote:
> > >
> > >> Hi All -
> > >> Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to
> edit the login page to be able
> > >> to tell users to login with their Novell username and password. I
> also would like to put a
> > >> link to the Novell password changer on the login screen.
> > >> Does anybody know where in the file system the login page is? I
> can't seem to find it.
> > >>
> > > I suggest running find /opt/rt3/ -name Login
> > >
> > The login screen is generated via the autohandler so try "-name
> > autohandler".
>
> Actually, all the autohandler does is invoke the login element I
> attempted to point the user to.  In a new enough RT, autohandler is
> only about 14 lines of code.
>
> -kevin
>
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Re: [rt-users] User defined On Correspond condition

[Jeremy Winder]

I apologize for leaving out the simple but critical information. I'm
running RT 3.8.4.

I do need some email from RT to the other system, 'On create autorely'
containing the RT ticket number, 'On resolve notify' telling them the
ticket has been resolved, and now the new requirement of the 'On reject
notify'.

If I can do a 'on correspond and status changing to reject' then I can
pull that template information from the correspondence added to the main
ticket when the ___approval ticket is rejected. But as I mentioned, I
haven't been able to figure out how.

Thanks again,

Jeremy

On Tue, 2010-03-09 at 13:37 -0500, Kevin Falcone wrote:
> On Tue, Mar 09, 2010 at 11:40:58AM -0500, Jeremy Winder wrote:
> > I have the requirement of not sending the normal 'On Correspond Notify
> > Requestors and Ccs' as it causes email loops between RT and another
> > ticket system. However, I still need to send the rejection notifications
> > that would normally be sent by the default ___approval queue scrips.
> 
> Would it be better to just stop RT from sending this system email?
> Find the user and set their Name to be the system's email address and
> their email address to be blank and RT will never email them.
> 
> > My thought was to have a user defined condition that essentially says,
> > 'On Correspond and status changing to rejected'; however, I've been
> > unable to figure out how to do this. 
> > 
> > I tried this, but it didn't give me the approver or the notes:
> > 
> > Condition:
> > my $trans = $self->TransactionObj;
> > 
> > return ($trans->Type eq "Status" &&
> > $trans->NewValue eq "rejected");
> 
> You're triggering on the status change, and $Approval and $Notes are
> special variables set by the Approval rules (you don't say what
> version of RT you're running so I can't even tell what this would do)
> 
> -kevin
> 
> > Action:
> > Notify Requestors and Ccs
> > 
> > Template:
> > Subject: Ticket Rejected: {$Ticket->Subject}
> > 
> > Greetings,
> > 
> > Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }.
> > 
> > Approver's notes: { $Notes }
> > 
> > 
> > 
> > Any help will be greatly appreciated.
> > 
> > Thanks in advance,
> > 
> > Jeremy
> > 
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Re: [rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template

[Gene LeDuc]

On 3/9/2010 10:13 AM, Joe Kirby wrote:
> I would like to achieve the following event upon a ticket being Resolved.
>
> RT is delivered with a global scrip for Resolved using a delivered
> Template for Resolved.
>
> Assumption is that a scrip can only have a single template assigned and
> therefore I would need several Resolved scrips/templates with specific
> conditions. I am assuming if the condition is not met then it would do
> nothing and try the next scrip.
>
> I tried to establish a Global CF for all Queues. This CF would have a
> Resolved Template value available to be set at the Queue Level.
>
> When a ticket is resolved I would have a global scrip with a user
> defined condition to determine if the ticket status was resolved AND if
> the value of the Queue CF for which Template to use was equal to the
> scrip/template I am in then perform the notification to requestor else
> move onto the next Resolve scrip.
>
> I know it sounds crazy but we want to offer custom messages/surveys
> depending on which Queue it is resolved.
>
> I have had success using CF's involving ticket transactions but have hit
> the wall trying to get this to work. I am trying to avoid having a
> separate resolve scrip/template established for each queue. We have 92
> Queues which will have a group of 5-6 possible resolved scrip/template
> options since that is the number of different groups using it at our campus.
>

If you only have 6 possible e-mail responses, it is reasonable to do the 
queue checking with code in the template itself using if(){}elsif(){} 
blocks.  I do this quite a bit.  I wouldn't recommend it for a a lot of 
different e-mail responses though.

Gene
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Re: [rt-users] Edit the login page

[Kevin Falcone]

On Tue, Mar 09, 2010 at 01:43:19PM -0500, Jeff Voskamp wrote:
> On 03/09/2010 01:32 PM, Kevin Falcone wrote:
> > On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote:
> >
> >> Hi All -
> >> Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit 
> >> the login page to be able
> >> to tell users to login with their Novell username and password. I also 
> >> would like to put a
> >> link to the Novell password changer on the login screen.
> >> Does anybody know where in the file system the login page is? I can't 
> >> seem to find it.
> >>  
> > I suggest running find /opt/rt3/ -name Login
> >
> The login screen is generated via the autohandler so try "-name 
> autohandler".

Actually, all the autohandler does is invoke the login element I
attempted to point the user to.  In a new enough RT, autohandler is
only about 14 lines of code.

-kevin


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Re: [rt-users] Edit the login page

[Jeff Voskamp]

On 03/09/2010 01:32 PM, Kevin Falcone wrote:
> On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote:
>
>> Hi All -
>> Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the 
>> login page to be able
>> to tell users to login with their Novell username and password. I also 
>> would like to put a
>> link to the Novell password changer on the login screen.
>> Does anybody know where in the file system the login page is? I can't 
>> seem to find it.
>>  
> I suggest running find /opt/rt3/ -name Login
>
> -kevin
>
The login screen is generated via the autohandler so try "-name 
autohandler".

Jeff
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Re: [rt-users] User defined On Correspond condition

[Kevin Falcone]

On Tue, Mar 09, 2010 at 11:40:58AM -0500, Jeremy Winder wrote:
> I have the requirement of not sending the normal 'On Correspond Notify
> Requestors and Ccs' as it causes email loops between RT and another
> ticket system. However, I still need to send the rejection notifications
> that would normally be sent by the default ___approval queue scrips.

Would it be better to just stop RT from sending this system email?
Find the user and set their Name to be the system's email address and
their email address to be blank and RT will never email them.

> My thought was to have a user defined condition that essentially says,
> 'On Correspond and status changing to rejected'; however, I've been
> unable to figure out how to do this. 
> 
> I tried this, but it didn't give me the approver or the notes:
> 
> Condition:
> my $trans = $self->TransactionObj;
> 
> return ($trans->Type eq "Status" &&
> $trans->NewValue eq "rejected");

You're triggering on the status change, and $Approval and $Notes are
special variables set by the Approval rules (you don't say what
version of RT you're running so I can't even tell what this would do)

-kevin

> Action:
> Notify Requestors and Ccs
> 
> Template:
> Subject: Ticket Rejected: {$Ticket->Subject}
> 
> Greetings,
> 
> Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }.
> 
> Approver's notes: { $Notes }
> 
> 
> 
> Any help will be greatly appreciated.
> 
> Thanks in advance,
> 
> Jeremy
> 
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> 


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Re: [rt-users] Approval - Custom Action Scrip to create Approval Tickets

[Kevin Falcone]

On Tue, Mar 09, 2010 at 11:34:04AM -0500, Jennifer Koermer wrote:
>I need to create multiple approval tickets based on content in custom 
> fields of the parent
>ticket.  Tickets are being created based on the custom field content, 
> approvers are being
>specified from another custom field.  If multiple approvers are specified, 
> multiple tickets
>are created.

Since you seem confident enough to turn the standard CreateTickets
template into a scrip action, you may find it useful to read the
documentation and code in lib/RT/Action/CreateTickets.pm for examples
of doing what you want to do.

-kevin

>I've managed to get almost everything to work using the following in a 
> custom action scrip:
> 
>  my ($child_id, $child_transobj, $errormsg ) =
> 
>  $child_ticket->Create(
> 
>  Queue => $queue_name ,
> 
>  Subject => "Approval for ticket: " . $ticket->id . " - " . 
> $ticket->Subject,
> 
>  Cc => $override_approver,
> 
>  RefersTo => $ticket->id ,
> 
>  DependedOnBy => $ticket->id ,
> 
>  Type => "approval" ,
> 
>  Reqestor => $req_addr,
> 
>  Owner => $approver,
> 
>  AdminCc => $approver,
> 
>);
> 
> 
> 
>I still haven't figured out how to add content, set a due date 2 days from 
> now, or set a
>custom field.
> 
> 
> 
>Content:
> 
>I would like the initial content of the ticket to be the following:
> 
> 
> 
>Approval for $ticket->FirstCustomFieldValue('UserDisplayName')
> 
>To submit your response via e-mail.  To do so, reply to this message with 
> one of the following
>responses in the
> 
>body of the message:
> 
>To approve:
> 
> Status: Resolved
> 
> 
> 
>To reject:
> 
> Status: Rejected
> 
> 
> 
>To view the original request, follow this link:
>RT->Config->Get('WebURL')}Ticket/Display.html?id=$ticket->id
> 
>
> 
> 
> 
>Additional information is below:
> 
> $ticket->Transactions->First->Content()
> 
> 
> 
>I have tried adding both of the following lines into the ticket creation, 
> but the content is
>not added.  That being said, there are also no errors reported:
> 
>  Text => "The Text Field",
> 
>  Content => "The Content Field",
> 
> 
> 
> 
> 
>Custom Field:
> 
>My custom field is ApprovalType.  I have tried the following (based on 
> what is used in
>templates):
> 
>CF-ApprovalType => "User"
> 
>I get the following error
> 
>[Tue Mar  9 16:22:27 2010] [error]: Scrip 74 Prepare failed: Bareword "CF" 
> not allowed while
>"strict subs" in use at (eval 3132) line 19. 
> (/usr/lib/rt/RT/Action/UserDefined.pm:64)
> 
> 
> 
> 
> 
>Due Date:
> 
>The template that I'm basing this on uses the following line to set the 
> date:
> 
>Due: {time + 86400}
> 
> 
> 
>I'm not sure how to set that time within the custom action of a scrip.
> 
>I tried the following & it didn't work:
> 
>Due => time + 86400
> 
>The following error is returned:
> 
>[Tue Mar  9 16:30:10 2010] [error]: Scrip 74 Prepare failed: Day '68' out 
> of range 1..31 at
>/usr/lib/rt/RT/Date.pm line 966
> 
> 
> 
>Anyone have any words of wisdom?
> 
> 
> 
>Jennifer Koermer
> 
>Assistant Director of Information Technology
> 
>
> --
> 
>PRG
> 
>Production Resource Group
> West Side Avenue, North Bergen, NJ 07047
>201-758-4349 phone
>201-868-7195 fax
> 
>201-232-7691 cell
>[1]jkoer...@prg.com
>[2]www.prg.com
> 
> 
> 
> References
> 
>Visible links
>1. mailto:rtoo...@prg.com
>   mailto:jkoer...@prg.com
>2. http://www.prg.com/
>   http://www.prg.com/

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Re: [rt-users] Edit the login page

[Kevin Falcone]

On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote:
>Hi All -
>Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the 
> login page to be able
>to tell users to login with their Novell username and password. I also 
> would like to put a
>link to the Novell password changer on the login screen.
>Does anybody know where in the file system the login page is? I can't seem 
> to find it.

I suggest running find /opt/rt3/ -name Login 

-kevin


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Re: [rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template

[Kevin Falcone]

On Tue, Mar 09, 2010 at 01:13:42PM -0500, Joe Kirby wrote:
>I would like to achieve the following event upon a ticket being Resolved.
> 
>RT is delivered with a global scrip for Resolved using a delivered 
> Template for Resolved.

Joe

If all you want are Queue specific templates for Resolved, just make a
template at the queue level and it will override any global template
of the same name.

-kevin

>Assumption is that a scrip can only have a single template assigned and 
> therefore I would need
>several Resolved scrips/templates with specific conditions. I am assuming 
> if the condition is
>not met then it would do nothing and try the next scrip.
> 
>I tried to establish a Global CF for all Queues. This CF would have a 
> Resolved Template value
>available to be set at the Queue Level.
> 
>When a ticket is resolved I would have a global scrip with a user defined 
> condition to
>determine if the ticket status was resolved AND if the value of the Queue 
> CF for which
>Template to use was equal to the scrip/template I am in then perform the 
> notification to
>requestor else move onto the next Resolve scrip.
> 
>I know it sounds crazy but we want to offer custom messages/surveys 
> depending on which Queue
>it is resolved.
> 
>I have had success using CF's involving ticket transactions but have hit 
> the wall trying to
>get this to work. I am trying to avoid having a separate resolve 
> scrip/template established
>for each queue. We have 92 Queues which will have a group of 5-6 possible 
> resolved
>scrip/template options since that is the number of different groups using 
> it at our campus.
> 
>Thanks in advance
> 
>Joe Kirby

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[rt-users] Question on using QUEUE related Custom Field for Resolved Condition Checking scrip/template

[Joe Kirby]

I would like to achieve the following event upon a ticket being  
Resolved.


RT is delivered with a global scrip for Resolved using a delivered  
Template for Resolved.


Assumption is that a scrip can only have a single template assigned  
and therefore I would need several Resolved scrips/templates with  
specific conditions. I am assuming if the condition is not met then it  
would do nothing and try the next scrip.


I tried to establish a Global CF for all Queues. This CF would have a  
Resolved Template value available to be set at the Queue Level.


When a ticket is resolved I would have a global scrip with a user  
defined condition to determine if the ticket status was resolved AND  
if the value of the Queue CF for which Template to use was equal to  
the scrip/template I am in then perform the notification to requestor  
else move onto the next Resolve scrip.


I know it sounds crazy but we want to offer custom messages/surveys  
depending on which Queue it is resolved.


I have had success using CF's involving ticket transactions but have  
hit the wall trying to get this to work. I am trying to avoid having a  
separate resolve scrip/template established for each queue. We have 92  
Queues which will have a group of 5-6 possible resolved scrip/template  
options since that is the number of different groups using it at our  
campus.




Thanks in advance



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Re: [rt-users] use email sender's default queue on ticket create

[Kevin Falcone]

On Mon, Mar 08, 2010 at 11:12:30AM +1100, lh wrote:
> Hello, I'm running RT 3.8.7 and would like to be able to set a ticket's 
> queue on create to be the default queue of the user creating the ticket, 
> where they are creating by email (i.e. From: is their RT email) and have 
> a default queue set. In my case I can't set per-queue email addresses, 
> and so all emails flow through to a single correspond email address and 
> into the system default queue. It's becoming a chore changing the queue 
> on new email tickets from the default queue to the user's queue :)
> 
> I expect I need to use a scrip to do this, and have looked through the 
> contributions on the wiki and can find a few examples that are close. 
> Before I start to write my first custom scrip action, I thought I'd ask 
> if anyone else has done this?
> 
> Or am I missing something else that will achieve the desired result? I 
> thought the default queue as set on a user might have made this happen 
> automatically, but it seems like that's not the case.

I suggest you search the mailing list, this comes up pretty often,
with people suggesting procmail solutions and scrip solutions.

In fact, it was discussed within the last week.

The default queue preference has nothing to do with inbound email.

-kevin


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Re: [rt-users] Scrip to create multiple child tickets

[Jennifer Koermer]

Jonathan,
I'm playing with a similar problem.  Somewhere on this list I found the
code that allows you to create the child tickets as a custom scrip
action.

I'm using the following to create my approval tickets. The custom file
Approvers is a comma-delmited list of email addresses.  A ticket is
create for each e-mail address in the list.   Should be able to modify
this to work for your situation. I haven't figured out how to add the
date, a custom field, or content with this method

Alterntively, you could create a separate scrip with a different custom
condition for each client custom field value.

Here is what I did:

Scrip Configuration:
Condition:  User Defined or As Required
Action: User Defined
Template: Global template: Blank
Stage: Transaction Create

my $queue_name = '___Approvals'; 
my $cf_Approver = 'Approvers';
my $override_approver = 'emailaddr...@domain.com';
my $ticket = $self->TicketObj; 
my $req_addr = $self->TicketObj->RequestorAddresses; 
my $approvers_list = $ticket->FirstCustomFieldValue($cf_Approver);
my @approvers_array = split(',',$approvers_list);
my $child_ticket = RT::Ticket->new ( $RT::SystemUser );
$RT::Logger->info( ">  Scrip #74 - Number of approvers: @approvers_array
\n" );  
foreach my $approver (@approvers_array) {
  my $required = @required_array[$int];
  $RT::Logger->info( ">  Scrip #74 - Ticket for Approver $approver\n" );
  $RT::Logger->info( ">  Scrip #74 - Required Status $required\n" );  
  my ($child_id, $child_transobj, $errormsg ) = 
$child_ticket->Create( 
  Queue => $queue_name , 
  Subject => "Approval for ticket: " . $ticket->id . " - " .
$ticket->Subject, 
  Cc => $override_approver,
  RefersTo => $ticket->id , 
  DependedOnBy => $ticket->id , 
  Type => "approval" , 
  Reqestor => $req_addr, 
  Owner => $approver,
  AdminCc => $approver,
); 
  unless ( $child_id ) { 
  $RT::Logger->debug(">>Error : ". $errormsg); 
  return undef ; 
  }
} 
return 1;

Hi everyone,

I have a Select Multiple custom field called 'Client'.  I want my scrip
to
create a child ticket for each client selected.  So far, my scrip works,
but
only creates 1 child ticket, no matter how many clients are selected.
Here
is my current scrip:

RT 3.6.5

Description: Create multiple child tix
Condition:  User Defined
Action: Create Tickets
Template:   Custom Template: Create multiple child tickets
Stage: Transaction Create

Custom condition:
if ($self->TransactionObj->Type ne 'Create' &&
$self->TicketObj->FirstCustomFieldValue('Client') eq 'client1) {
 return 1;
}

if ($self->TransactionObj->Type ne 'Create' &&
$self->TicketObj->FirstCustomFieldValue('Client') eq 'client2') {
 return 1;
}

return 0;

Here is the Template code:
===Create-Ticket: client
Subject: {$Tickets{'TOP'}->Subject}
({$Tickets{'TOP'}->FirstCustomFieldValue('Client')})
Depended-On-By: {$Tickets{'TOP'}->Id()}
Owner: testuser
Queue: Client Issues
Content: This ticket has been auto-created.
ENDOFCONTENT

Is there anyone that can help me identify why only 1 child ticket is
being
created, and not multiple?  I obviously have limited skills here, so any
help would be greatly appreciated!  Please please help!

Thanks so much!
Jonathan
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[rt-users] User defined On Correspond condition

[Jeremy Winder]

I have the requirement of not sending the normal 'On Correspond Notify
Requestors and Ccs' as it causes email loops between RT and another
ticket system. However, I still need to send the rejection notifications
that would normally be sent by the default ___approval queue scrips.

My thought was to have a user defined condition that essentially says,
'On Correspond and status changing to rejected'; however, I've been
unable to figure out how to do this. 

I tried this, but it didn't give me the approver or the notes:

Condition:
my $trans = $self->TransactionObj;

return ($trans->Type eq "Status" &&
$trans->NewValue eq "rejected");

Action:
Notify Requestors and Ccs

Template:
Subject: Ticket Rejected: {$Ticket->Subject}

Greetings,

Your ticket has been rejected by { eval { $Approval->OwnerObj->Name } }.

Approver's notes: { $Notes }



Any help will be greatly appreciated.

Thanks in advance,

Jeremy

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[rt-users] Approval - Custom Action Scrip to create Approval Tickets

[Jennifer Koermer]

I need to create multiple approval tickets based on content in custom
fields of the parent ticket.  Tickets are being created based on the
custom field content, approvers are being specified from another custom
field.  If multiple approvers are specified, multiple tickets are
created. 

 

I've managed to get almost everything to work using the following in a
custom action scrip:

  my ($child_id, $child_transobj, $errormsg ) = 

  $child_ticket->Create( 

  Queue => $queue_name , 

  Subject => "Approval for ticket: " . $ticket->id . " - " .
$ticket->Subject, 

  Cc => $override_approver,

  RefersTo => $ticket->id , 

  DependedOnBy => $ticket->id , 

  Type => "approval" , 

  Reqestor => $req_addr, 

  Owner => $approver,

  AdminCc => $approver,

);

 

I still haven't figured out how to add content, set a due date 2 days
from now, or set a custom field.

 

Content:

I would like the initial content of the ticket to be the following:

 

Approval for $ticket->FirstCustomFieldValue('UserDisplayName')

To submit your response via e-mail.  To do so, reply to this message
with one of the following responses in the 

body of the message:

To approve:

 Status: Resolved

 

To reject:

 Status: Rejected

 

To view the original request, follow this link:
RT->Config->Get('WebURL')}Ticket/Display.html?id=$ticket->id



 

Additional information is below:

 $ticket->Transactions->First->Content()

 

I have tried adding both of the following lines into the ticket
creation, but the content is not added.  That being said, there are also
no errors reported:

  Text => "The Text Field",

  Content => "The Content Field",

 

 

Custom Field:

My custom field is ApprovalType.  I have tried the following (based on
what is used in templates):

CF-ApprovalType => "User"

I get the following error

[Tue Mar  9 16:22:27 2010] [error]: Scrip 74 Prepare failed: Bareword
"CF" not allowed while "strict subs" in use at (eval 3132) line 19.
(/usr/lib/rt/RT/Action/UserDefined.pm:64)

 

 

Due Date:

The template that I'm basing this on uses the following line to set the
date:

Due: {time + 86400}

 

I'm not sure how to set that time within the custom action of a scrip.

I tried the following & it didn't work:

Due => time + 86400

The following error is returned:

[Tue Mar  9 16:30:10 2010] [error]: Scrip 74 Prepare failed: Day '68'
out of range 1..31 at /usr/lib/rt/RT/Date.pm line 966

 

Anyone have any words of wisdom?

 

Jennifer Koermer

Assistant Director of Information Technology




PRG

Production Resource Group
 West Side Avenue, North Bergen, NJ 07047
201-758-4349 phone
201-868-7195 fax

201-232-7691 cell
jkoer...@prg.com  
www.prg.com   

 

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Re: [rt-users] Possible to forward a ticket (including CFs) out of RT via email?

[Eleanor J. Evans [Panix Staff]]

On Thu, Mar 04, 2010 at 09:13:54PM -0500, Kevin Falcone wrote:
> On Thu, Mar 04, 2010 at 05:25:40PM -0500, Eleanor J. Evans [Panix Staff] 
> wrote:
> > On Tue, Mar 02, 2010 at 06:46:20PM -0600, John Hascall wrote:
> > > Is it possible to forward a ticket (including any custom fields)
> > > out of RT via email?

> > 3.8.7 will forward the correspondence from a ticket, but you would
> > have to add the custom fields to its behavior.

> And it contains a Template that lets you add in the custom fields

Thank you for pointing that out!  It had totally failed to occur to me
and is extremely useful.


-- 
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Customer Support, (212) 741-4400
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Re: [rt-users] logging from scrips

[Jason A. Smith]

On Tue, 2010-03-09 at 00:29 +0100, Martin Drasar wrote:
> Hi everyone,
> the issue from subject was discussed several times, but sadly I have not
> been able to find a solution that is working for me.
> 
> I have a scrip that should launch after new ticket is created.
> 
> Condition: On Create
> Action:User defined
> Template:  My own defined template
> Stage: Transaction create
> 
> Inside the user condition I have this piece of code:
> 
> $RT::Logger->info("Entering the scrip I have written");
> $RT::Logger->info($self->TicketObj->Status);
> $RT::Logger->info("Leaving the script I have written");
> return 1;

I think your problem is that you specified a built-in condition (On
Create) but put your custom code into the Custom condition text box.
You should either change the Condition to "User Defined" or put your
code into one of the action text boxes since you have the Action set to
"User Defined"

> I would expect this code to write three messages into log and send the
> message using given template (the template has everything hardcoded, so
> it should be ok). However no mail gets sent and nothing is in log.
> 
> This scrip should be running because in rt.log I can see:
> 
> [debug]: Found 1 scrips
> (/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:365)
> 
> which is changed to 0 when I disable the scrip.
> 
> I have enabled the $DevelMode, and set $LogToFile to 'debug' (I have
> even tried to set $LogToSyslog to 'debug'), restarted the server, but
> nothing happened. There is nothing in rt.log, syslog, apache error.log,
> nowhere.
> 
> Could you please help me finding where the problem can be?
> 
> Best regards
> Martin
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[rt-users] rt-shredder Users plugin deletes tickets?

[Howard Jones]

I've just upgraded to RT 3.8.7 from 3.6.5, and I'm catching up on my 
shredding.

Over the weekend I shredded 2 or so deleted tickets (spam mainly), 
and today I went to start on the users. This has never really worked 
well before, so we have about 60k users, and at most 1000 of them are 
active.

So I created a user called placeholder, made them privileged and made 
sure they are the requestor on a long-running ticket. Then...

./rt-shredder --plugin 
'Users=status,enabled;replace_relations,placeholder;no_tickets,true;member_of,unprivileged;limit,100'

{snipped output}
[Tue Mar  9 15:20:39 2010] [info]: RT::Transaction-2992615 wiped out 
(/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236)
--> [Tue Mar  9 15:20:39 2010] [info]: RT::Ticket-348651 wiped out 
(/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Mar  9 15:20:41 2010] [info]: RT::CachedGroupMember-4193272 wiped 
out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Mar  9 15:20:41 2010] [info]: RT::GroupMember-1394521 wiped out 
(/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Mar  9 15:20:41 2010] [info]: RT::CachedGroupMember-4193271 wiped 
out (/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Mar  9 15:20:41 2010] [info]: RT::Transaction-3007389 wiped out 
(/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236)
[Tue Mar  9 15:20:41 2010] [info]: RT::Group-1857870 wiped out 
(/opt/rt3/sbin/../lib/RT/Shredder/Record.pm:236)

Why does the Users plugin delete tickets? Surely it should only be 
deleting users that have no tickets (no_tickets, true)?

Thanks for any illumination...

Howie
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[rt-users] Force certain outgoing email attachments to be treated as binary

[Jon Tollerton]

I've tried to ask something like this before, but I'm sure that I didn't 
define the problem well.  I'd like to force attachments that are 
currently being handled as plain text to be treated as binary files.  I 
essentially have to send x509 ssl certificates as files with a .txt 
extension.  Since they really are text files, they're currently being 
treated as such, which means that some email clients feel free to 
display the content inline rather than as an attachment, as well as 
potentially changing the line endings and such.  Is there any practical 
way to force these to be treated as binary files, even if it means 
forcing all text files that go out through RT to be treated as binary 
files, or forcing all plain text files on the entire server to be 
treated this way?

Thanks,
-Jon
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Re: [rt-users] Rt RightsMatrix

[Ken Crocker]

Torsten,

Thanks. Although I found out that putting it in doesn't bother it 
either. I took it out.


Kenn
LBNL

On 3/8/2010 1:20 PM, Torsten Brumm wrote:

Hi Ken,
i don't think so, rtx::Rightsmatrix is a little outdate and does not 
support the new plugin structure of rt, you can install it the old way...


torsten

2010/3/8 Ken Crocker mailto:kfcroc...@lbl.gov>>

To list,

In order to get Rights Matrix to work in RT, do I need to put
"RT::RightsMatrix" into the plugins list after installation?

Thanks.

Kenn
LBNL
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--
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
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Re: [rt-users] logging from scrips

[Martin Drasar]

Dne 9.3.2010 0:29, Martin Drasar napsal(a):
> Hi everyone,
> the issue from subject was discussed several times, but sadly I have not
> been able to find a solution that is working for me.
> 
> I have a scrip that should launch after new ticket is created.
> 
> Condition: On Create
> Action:User defined
> Template:  My own defined template
> Stage: Transaction create
> 
> Inside the user condition I have this piece of code:
> 
> $RT::Logger->info("Entering the scrip I have written");
> $RT::Logger->info($self->TicketObj->Status);
> $RT::Logger->info("Leaving the script I have written");
> return 1;
> 
> I would expect this code to write three messages into log and send the
> message using given template (the template has everything hardcoded, so
> it should be ok). However no mail gets sent and nothing is in log.
> 
> This scrip should be running because in rt.log I can see:
> 
> [debug]: Found 1 scrips
> (/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:365)
> 
> which is changed to 0 when I disable the scrip.
> 
> I have enabled the $DevelMode, and set $LogToFile to 'debug' (I have
> even tried to set $LogToSyslog to 'debug'), restarted the server, but
> nothing happened. There is nothing in rt.log, syslog, apache error.log,
> nowhere.
> 
> Could you please help me finding where the problem can be?

Well it seems that the condition was to blame. Being set to 'On Create'
my user condition have not been evaluated.

I have changed it to 'User defined' and everything works as it should,
including the logging.
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Re: [rt-users] woooo

[Martin Drasar]

I apologize for a spam...
This was supposed to go to my own RT :-)

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[rt-users] woooo

[Martin Drasar]

ooow
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