Re: [rt-users] at_123 configure Makefile no good

2010-04-20 Thread Ian Pellew
I was expecting a version like 1.2.4.b1 to download !

.


  
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Re: [rt-users] Spreadsheet Custom Fields not Aligned.

2010-04-20 Thread Jesper Henriksen
On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote:
 We just upgraded our RT system to 3.8.7 from 3.8.4.  Now when we export a
 spreadsheet none of the custom fields are aligned with the proper field.
 Which is confusing to say the least.  I was wondering if there something
 simple that we may have missed?  Has anyone seen this before?
 
 I vaguely remember something on the list about this recently in the list,
 but searching for it has proved to be futile.

I ran into that very same problem yesterday, but luckily I did manage to
find a post that explains a workaround:
http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg24057.html

Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line
110. Change it from

foreach my $name ( sort { $cf_name_to_pos{$a} = $cf_name_to_pos{$a} }
keys %cf_name_to_pos ) {

.. to ..

foreach my $name ( sort { $cf_name_to_pos{$a} = $cf_name_to_pos{$b} }
keys %cf_name_to_pos ) {

Works for us.

-- 
Jesper Henriksen


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[rt-users] Execute my perl from command line

2010-04-20 Thread Ian Pellew
What is the prefered way to execute my RT perl script(s) from the command line ?

If I do something like:-
perl -I../lib -e 'use RT; RT::LoadConfig(); print RT::DatabaseType;'
It, probably correctly, fails with permission problems:-
RT couldn't load RT config file /usr/local/Rt/rt-3.8.7/etc/RT_Config.pm as:
    user:  someuser
    group: staff
The file is owned by user root and group www.

Same using sudo.

Ian


  

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Re: [rt-users] at_123 configure Makefile no good

2010-04-20 Thread Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Aehh?!? There is under Tags:
 
http://code.google.com/p/asset-tracker-4rt/source/browse/#svn/at/tags/1.2.4b1


Kuehne + Nagel (AG  Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), 
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark 
Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, 
HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne  
Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: 
Klaus-Michael Kuehne





Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Ian Pellew
Gesendet: Dienstag, 20. April 2010 08:59
An: Torsten Brumm
Cc: RT List
Betreff: Re: [rt-users] at_123 configure Makefile no good


I was expecting a version like 1.2.4.b1 to download !
 
.



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[rt-users] Help with identifying which files to edit in RT 3.8.7 for Dashboard subsriber emails

2010-04-20 Thread Simon Dray
Hi

I have 3.8.7 RT, I use the Dashboard mechanism to send out reports to 
subscribers on a daily basis, the majority of the subscribers use handheld 
devices (HTC). I would like to be able to change the scripts so that the mail 
they receive does not have a blue background or even better is plain text 
rather than html. Does anyone have any ideas as to how I can achieve this



TIA

Best regards Simon

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Re: [rt-users] at_123 configure Makefile no good

2010-04-20 Thread Ian Pellew
The URI http://rt3.fsck.com//Ticket/Display.html?id=12521
in http://code.google.com/p/asset-tracker-4rt/source/browse/at-REST/INSTALL
points to a live RT login !!
I think you are implying a patch for 387 ?


I am in FreeBSD 8 where both configure and the generated Makefile are a long 
way from.
The 'make install' includes a dropdb, well - drop AT tables - that do not 
exist, so fails
I create them manually OK, but do I need to populate them, maybe from a config 
option in the AT menu ?
The at-setup-database action seems to be setting up RT from scratch - so 
possibly AT is not going to be part of my RT, so I have got it all wrong?

I guess there might also be something to do in RT to get to the AT pages/menus.

I have not played with the likes of configure before, I am more use to the 
likes of HP/AIX installs, so lack the knowledge of how to tweek for multi 
platform environments. Configure is prity heavy going, even for the keenest 
Unixer.

.


  
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[rt-users] RTFM how to get new artical

2010-04-20 Thread Ian Pellew
New install of RT_387 + RTFM_242
The 'Create an artical in class...' does not give a screen that one can add an 
artical.
What have I missed?



  

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[rt-users] Realname always updated when accent in name

2010-04-20 Thread Horst Kriegers
Hello,
 
the RealName field is updated by each login only for users they name
have an accent in the LDAP.
This makes the Users History very long and the Transaction table become
very big.
 
in Transactions table :
 
Field : RealName
OldValue : Frédéric Lenoir
NewValue : Frédéric Lenoir
 
 
How can I correct this ?
 
Thanks.
Horst
 
 
RT 3.6.6
 
 
 
PS
Sorry for my bad English, I hope you will understand what I mean.

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[rt-users] Wide character in crypt generates stack trace with password revealed

2010-04-20 Thread Martin Drasar
Hi everyone,
when logging into RT having czech keyboard accidentaly set, wide
characters may be accidentally supplied to the password routine. (Czech
keyboard have letters with wedges in the same row as numbers).
This causes error shown in attached page, revealing password to
bystanders as well as needlessly showing RT path.

I am providing a quick patch that catches the exception generated by
crypt and makes RT behave like ordinary bad password was provided.

Martin

-- 
Mgr. Martin Drasar   dra...@ics.muni.cz
Network Security Department http://ics.muni.cz/
CSIRT-MU   http://www.muni.cz/csirt
Institute of Computer Science, Masaryk University, Brno, Czech Republic
   PGP Key ID: 0x944BC925





System error

 
  error:
  Wide character in crypt at /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm line 1037.
 
 
  context:
  
   


 ...
 



 1033:
 return(1);



 1034:
 }



 1035:
 



 1036:
 #  if it's a historical password we say ok.



 1037:
 if ($self-__Value('Password') eq crypt($value, $self-__Value('Password'))



 1038:
 or $self-_GeneratePasswordBase64($value) eq $self-__Value('Password'))



 1039:
 {



 1040:
 # ...but upgrade the legacy password inplace.



 1041:
 $self-SUPER::SetPassword( $self-_GeneratePassword($value) );



 ...
 



   
  
 
 
  code stack:
  
/home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm:1037
/home/RT/RT-3.8.7/bin/../lib/RT/Interface/Web.pm:423
/home/RT/RT-3.8.7/bin/../lib/RT/Interface/Web.pm:208
/home/RT/RT-3.8.7/share/html/autohandler:53
  
 


raw error



































Wide character in crypt at /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm line 1037.


Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Wide character in crypt at /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm line 1037.^J') called at /home/RT/RT-3.8.7/bin/../lib/RT/User_Overlay.pm line 1037
RT::User::IsPassword('RT::CurrentUser=HASH(0x104466a0)', 'ěščřžM-}M-aM-m') called at /home/RT/RT-3.8.7/bin/../lib/RT/Interface/Web.pm line 423
RT::Interface::Web::AttemptPasswordAuthentication('HASH(0x1157dc98)') called at /home/RT/RT-3.8.7/bin/../lib/RT/Interface/Web.pm line 208
RT::Interface::Web::HandleRequest('HASH(0x1157dc98)') called at /home/RT/RT-3.8.7/share/html/autohandler line 53
HTML::Mason::Commands::__ANON__('pass', 'M-DM-^[M-EM-!M-DM-^MM-EM-^YM-EM-M-CM-=M-CM-!M-CM--', 'user', 'drasar') called at /usr/share/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x105a11f8)', 'pass', 'M-DM-^[M-EM-!M-DM-^MM-EM-^YM-EM-M-CM-=M-CM-!M-CM--', 'user', 'drasar') called at /usr/share/perl5/HTML/Mason/Request.pm line 1273
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1268
HTML::Mason::Request::comp(undef, undef, undef, 'pass', 'M-DM-^[M-EM-!M-DM-^MM-EM-^YM-EM-M-CM-=M-CM-!M-CM--', 'user', 'drasar') called at /usr/share/perl5/HTML/Mason/Request.pm line 467
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 467
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 419
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x113f97b8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 165
HTML::Mason::Request::ApacheHandler::exec('RT::Interface::Web::Request=HASH(0x113f97b8)') called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 831
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x104462f0)', 'Apache2::RequestRec=SCALAR(0x113c1290)') called at /home/RT/RT-3.8.7/bin/webmux.pl line 166
eval {...} at /home/RT/RT-3.8.7/bin/webmux.pl line 166
RT::Mason::handler('Apache2::RequestRec=SCALAR(0x113c1290)') called at -e line 0
eval {...} at -e line 0



--- User_Overlay.pm.bak 2010-04-20 11:45:52.0 +0200
+++ User_Overlay.pm 2010-04-20 11:54:19.0 +0200
@@ -1034,12 +1034,19 @@
 }
 
 #  if it's a historical password we say ok.
-if ($self-__Value('Password') eq crypt($value, $self-__Value('Password'))
-or $self-_GeneratePasswordBase64($value) eq 
$self-__Value('Password'))
+eval
 {
-# ...but upgrade the legacy password inplace.
-$self-SUPER::SetPassword( $self-_GeneratePassword($value) );
-return(1);
+  if ($self-__Value('Password') eq crypt($value, 
$self-__Value('Password'))
+  or $self-_GeneratePasswordBase64($value) eq 
$self-__Value('Password'))
+  {
+  # ...but upgrade the legacy password inplace.
+  $self-SUPER::SetPassword( $self-_GeneratePassword($value) );
+  return(1);
+  }
+};
+if ($@) {
+  $RT::Logger-info(Caught 

[rt-users] Retrieve Watcher Group using Perl

2010-04-20 Thread Gavin Mitchell
Hi

 

Fairly new to all of this and can't seem to find an answer to this
question.

 

I have set a ticket up with a group as Cc and AdminCc, using perl I am
creating a new ticket using the original based on a schedule.

 

I can access the email addresses using $ticket-AdminCcAddresses but
would like to just set the AdminCc to be the Group name.

 

Hope that makes sense : here's a code snippet.

 

$ticketnew = new RT::Ticket($RT::SystemUser);

$ticket_body = MIME::Entity-build(Data =
$ticket-Transactions-Fir$

Type = 'text/plain');

%ticket_vals = (

Queue = 'Actions',

Status = 'open',

Subject = $ticket-Subject,

MIMEObj = $ticket_body,

Owner = $bywhomname,

Requestor = '',

Starts = $start_dt,

Due = $end_dt,

Requestor = $ticket-RequestorAddresses,

AdminCc = $ticket-AdminCcAddresses, # This gives me
the individual email addresses in the group but not the group name

Cc = $ticket-CcAddresses,

'CustomField-11' =
$ticket-FirstCustomFieldValue(BMSProces$

'CustomField-9' = 'Action',

'CustomField-8' =
$ticket-FirstCustomFieldValue(Comments),

'CustomField-2' =
$ticket-FirstCustomFieldValue(Department$

);

 

Thanks in advance for any help

 

Gavin


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Re: [rt-users] Installing: quot; make fixdepsquot; can't find Calendar::Simple

2010-04-20 Thread Richard Hendrick
Hi Andrew 

I had the same issue. This is what I did 

Download the source 
from “http://search.cpan.org/CPAN/authors/id/D/DA/DAVECROSS/Calendar-Simple-
1.21.tar.gz“

Extract the tar file, change to the extracted dir

# perl Makefile.PL
# make
# make test
# make install

Then 
make fixdeps

restart your web server then try again 



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[rt-users] custom field description in scrip

2010-04-20 Thread Vitaly Tskhovrebov
Guys,

I would like to get description of Custom Field Value selected. I digged to
RT code, but it seems too complicated for me. Please help somebody with CF
object model or solution.


smime.p7s
Description: S/MIME cryptographic signature

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Re: [rt-users] TransactionBatch - AddCustomFieldValue

2010-04-20 Thread Sergio Charpinel Jr.
OK and thanks for your help.

Here is the Scrip. I verify if the transaction is a change in a Custom Field
called 'Fim do evento' and then, change the value of another Custom Field to
a test value.
The problem is that when I change the CustomField via WebInterface, it runs
my scrip, change the values to 'teste', and then change again to what was
set before.

Custom Condition:
if ( $self-TransactionObj-Type ne CustomField){
   return 0;
}
return 1;

Preparation
1;

Cleanup
my $ticket = $self-TicketObj;
my $CFName = 'Fim do evento';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $ticket-Queue );
unless( $CF-id ) {
  $CF-LoadByNameAndQueue( Name = $CFName, Queue = '0' );
}
if ($self-TransactionObj-Field ne $CF-id){
return 0;
}

$CFName = 'Indisponibilidade';
$CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $ticket-Queue );
unless( $CF-id ) {
  $CF-LoadByNameAndQueue( Name = $CFName, Queue = '0' );
}

unless( $CF-id ) {
  $RT::Logger-error( No field $CFName in queue . $ticket-QueueObj-Name
);
  return undef;
}
my $Value = 'test';
$ticket-AddCustomFieldValue( Field =  $CF, Value = $Value );

return 1;


2010/4/19 Kenneth Crocker kfcroc...@lbl.gov

 Segio,

 It sounds like your stage is TransactionCreate. Even if you set it to
 TransactionBatch, you *ALSO* have to *TURN IT ON* in the
 etc/RT_SiteConfig.pm file. If you don't, it will either reverse the
 setting or just ignore the setting, I'm not sure which, but the main thing
 is that it won't work. Take a look at it.

 Kenn
 LBNL

 On Mon, Apr 19, 2010 at 9:54 AM, Sergio Charpinel Jr. 
 sergiocharpi...@gmail.com wrote:

 Sorry, It is getting executed, but the custom field is changing twice too.
 I need my scrip executing after the custom fields updates. Is this
 possible? Or is there another way to do this?

 2010/4/19 Raed El-Hames r...@vialtus.com


 Sergio Charpinel Jr. wrote:

 Thanks for your answers.
 Actually, I wanna change a custom field based in a change of another
 one. So, trying what Raed said, I wrote a Custom Condition to verify if it
 is a custom condition change.
 But I had the same problem.. When I update via Web interface, the Custom
 Field is changed twice, in TransactionCreate, and in Transactionbatch the
 scrip is not executed.

  Do you know why the (Transactionbatch) scrip is not executed ?? is
 there any perl errors ? have you checked the logs

 Roy


  Any ideas?






 --
 Sergio Roberto Charpinel Jr.


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-- 
Sergio Roberto Charpinel Jr.

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Re: [rt-users] Wide character in crypt generates stack trace with password revealed

2010-04-20 Thread Ruslan Zakirov
Hello Martin,

1) There is warning in the config regarding using stack traces and how
it can reveal secure information.
2) This particular problem has been solved in RT 3.8.8 RC2.

2010/4/20 Martin Drasar dra...@ics.muni.cz:
 Hi everyone,
 when logging into RT having czech keyboard accidentaly set, wide
 characters may be accidentally supplied to the password routine. (Czech
 keyboard have letters with wedges in the same row as numbers).
 This causes error shown in attached page, revealing password to
 bystanders as well as needlessly showing RT path.

 I am providing a quick patch that catches the exception generated by
 crypt and makes RT behave like ordinary bad password was provided.

 Martin

 --
 Mgr. Martin Drasar                                   dra...@ics.muni.cz
 Network Security Department                         http://ics.muni.cz/
 CSIRT-MU                                       http://www.muni.cz/csirt
 Institute of Computer Science, Masaryk University, Brno, Czech Republic
                       PGP Key ID: 0x944BC925


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-- 
Best regards, Ruslan.

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[rt-users] easy rights maintenance q

2010-04-20 Thread Ian Pellew
Its quite a formidable task maintaining rights for all the this un that.
Is there a way that you admin guys maintain this via, say, Excel ?
Is there some SQL that can do this in the background.
New to RT, I find this difficult to maintain the whole picture of my small play 
DBS let alone some large production model.
Ian.


  

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Re: [rt-users] easy rights maintenance q

2010-04-20 Thread Raed El-Hames

Ian;

Depends what this un that means
You can easily give the Super User right to the Everyone group :¬) -- 
I am sure you don't want to do that


Rights can be simple it all depends on what you are planning to do. -- 
and for the same reason its difficult for some one to have a generic 
rights formula  that can be published  for everyone to use.


-- And I am not sure how excel can help
Roy

Ian Pellew wrote:

Its quite a formidable task maintaining rights for all the this un that.
Is there a way that you admin guys maintain this via, say, Excel ?
Is there some SQL that can do this in the background.
New to RT, I find this difficult to maintain the whole picture of my small play 
DBS let alone some large production model.
Ian.


  


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Re: [rt-users] easy rights maintenance q

2010-04-20 Thread Luis E.
On Tue, 2010-04-20 at 06:29 -0700, Ian Pellew wrote:
 Its quite a formidable task maintaining rights for all the this un
 that.
 Is there a way that you admin guys maintain this via, say, Excel ?
 Is there some SQL that can do this in the background.
 New to RT, I find this difficult to maintain the whole picture of my
 small play DBS let alone some large production model. 

Excel is not the tool for this. Really. No.

Try to model your rights thinking about roles and groups. You should be
able to go a very long way, by keeping rights simple -- apply as many of
what you need to roles/queues/specific groups as you can.

Best regards.

-lem


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Re: [rt-users] TransactionBatch - AddCustomFieldValue

2010-04-20 Thread Sergio Charpinel Jr.
Thanks for your help, now it is working.

I changed a little the code, and I was forgetting to refresh the page :x
I'm using TransactionBatch.

Cheers.

2010/4/20 Sergio Charpinel Jr. sergiocharpi...@gmail.com

 OK and thanks for your help.

 Here is the Scrip. I verify if the transaction is a change in a Custom
 Field called 'Fim do evento' and then, change the value of another Custom
 Field to a test value.
 The problem is that when I change the CustomField via WebInterface, it runs
 my scrip, change the values to 'teste', and then change again to what was
 set before.

 Custom Condition:
 if ( $self-TransactionObj-Type ne CustomField){
return 0;
 }
 return 1;

 Preparation
 1;

 Cleanup
 my $ticket = $self-TicketObj;
 my $CFName = 'Fim do evento';
 my $CF = RT::CustomField-new( $RT::SystemUser );
 $CF-LoadByNameAndQueue( Name = $CFName, Queue = $ticket-Queue );
 unless( $CF-id ) {
   $CF-LoadByNameAndQueue( Name = $CFName, Queue = '0' );
 }
 if ($self-TransactionObj-Field ne $CF-id){
 return 0;
 }

 $CFName = 'Indisponibilidade';
 $CF = RT::CustomField-new( $RT::SystemUser );
 $CF-LoadByNameAndQueue( Name = $CFName, Queue = $ticket-Queue );
 unless( $CF-id ) {
   $CF-LoadByNameAndQueue( Name = $CFName, Queue = '0' );
 }

 unless( $CF-id ) {
   $RT::Logger-error( No field $CFName in queue . $ticket-QueueObj-Name
 );
   return undef;
 }
 my $Value = 'test';
 $ticket-AddCustomFieldValue( Field =  $CF, Value = $Value );

 return 1;


 2010/4/19 Kenneth Crocker kfcroc...@lbl.gov

 Segio,

 It sounds like your stage is TransactionCreate. Even if you set it to
 TransactionBatch, you *ALSO* have to *TURN IT ON* in the
 etc/RT_SiteConfig.pm file. If you don't, it will either reverse the
 setting or just ignore the setting, I'm not sure which, but the main thing
 is that it won't work. Take a look at it.

 Kenn
 LBNL

 On Mon, Apr 19, 2010 at 9:54 AM, Sergio Charpinel Jr. 
 sergiocharpi...@gmail.com wrote:

 Sorry, It is getting executed, but the custom field is changing twice
 too.
 I need my scrip executing after the custom fields updates. Is this
 possible? Or is there another way to do this?

 2010/4/19 Raed El-Hames r...@vialtus.com


 Sergio Charpinel Jr. wrote:

 Thanks for your answers.
 Actually, I wanna change a custom field based in a change of another
 one. So, trying what Raed said, I wrote a Custom Condition to verify if it
 is a custom condition change.
 But I had the same problem.. When I update via Web interface, the
 Custom Field is changed twice, in TransactionCreate, and in 
 Transactionbatch
 the scrip is not executed.

  Do you know why the (Transactionbatch) scrip is not executed ?? is
 there any perl errors ? have you checked the logs

 Roy


  Any ideas?






 --
 Sergio Roberto Charpinel Jr.


 Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
 Buy a copy at http://rtbook.bestpractical.com





 --
 Sergio Roberto Charpinel Jr.




-- 
Sergio Roberto Charpinel Jr.

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RTFM gone

2010-04-20 Thread Michael Finn
First thing that pops into my mind is the Set(@Plugins,qw(RT::FM)); line.  
There can be only one in the config file -- multiple Set(@Plugins,...) just 
overwrite what was set on a previous line.  If you have more than one Set line, 
consolidate them into one Set statement.

Mike

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of polloxx
Sent: Tuesday, April 20, 2010 9:15 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RTFM gone

RTFM seems gone on our RT. Until now it was not used, but I don't see
the URL any longer at the web interface.

We use RT 3.8.7 and RTFM 2.4.2
The tables for RTFM are still in the database but surfing to
RTFM/index.html results in an error:
The page you requested could not be found.
RTFM was installed following the README and Set(@Plugins,qw(RT::FM));
is included in RT_SiteConfig.pm

Any ideas how to fix this?

Thanks,
P.

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Re: [rt-users] Spreadsheet Custom Fields not Aligned.

2010-04-20 Thread William Graboyes
Yes that worked perfectly!

Thanks.
Bill

On Tue, Apr 20, 2010 at 07:46, William Graboyes 
william.grabo...@theportalgrp.com wrote:

 Jesper,

 Thanks for the help on that one.  I'll give it a shot as soon as I get to
 work.

 On Apr 20, 2010 12:18 AM, Jesper Henriksen jes...@catnet.dk wrote:

 On Mon, Apr 19, 2010 at 05:03:10PM -0700, William Graboyes wrote:
  We just upgraded our RT system t...
 I ran into that very same problem yesterday, but luckily I did manage to
 find a post that explains a workaround:
 http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg24057.html

 Essentially you need to edit /opt/rt3/share/html/Search/Results.tsv line
 110. Change it from

 foreach my $name ( sort { $cf_name_to_pos{$a} = $cf_name_to_pos{$a} }
 keys %cf_name_to_pos ) {

 .. to ..

 foreach my $name ( sort { $cf_name_to_pos{$a} = $cf_name_to_pos{$b} }
 keys %cf_name_to_pos ) {

 Works for us.

 --
 Jesper Henriksen


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[rt-users] Initiate Template via custom scrip action

2010-04-20 Thread Kristian Davies
I've created a scrip:

Condition: User Defined
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom Condition:

my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;

if ( $self-TransactionObj-Type eq Create 
!$self-TicketObj-QueueObj-IsAdminCc($CreatorId) ){
return 1;
}

Custom action prep code:

my $Ticket = $self-TicketObj;
my $newqueue = 23;

$Ticket-SetQueue($newqueue);

Custom action cleanup code:

return 1;


Basically I just need to fire off a template to those requestors who's
tickets are moved via this scrip.


Cheers,
Kristian

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[rt-users] Modification of At a Glance causes loss of default items...

2010-04-20 Thread Tyler Eaves
If I make any changes to at a glance...to move Bookmarked Tickets to  
the right sidebar for instance, I lose all the default  
portlets...quick search, quick creation, etc.

Tyler Eaves
Programmer
Cooke Communications / The Daily Reflector
252-329-9633

tea...@reflector.com




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Re: [rt-users] Initiate Template via custom scrip action

2010-04-20 Thread Raed El-Hames

Kristian;

What happens if you move your action code to the condition and then make 
you rAction : Notify Requestors with the Template you need ; ie your 
condition will be something like:


Custom Condition:

my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;

if ( $self-TransactionObj-Type eq Create 
!$self-TicketObj-QueueObj-IsAdminCc($CreatorId) ){
 
   my $Ticket = $self-TicketObj;

   my $newqueue = 23;

   $Ticket-SetQueue($newqueue);
   return 1;
}
return undef;


I've  not done this ; but I think will work for what you want.

Roy

Kristian Davies wrote:

I've created a scrip:

Condition: User Defined
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate

Custom Condition:

my $Transaction = $self-TransactionObj;
my $CreatorId = $Transaction-CreatorObj-Id;

if ( $self-TransactionObj-Type eq Create 
!$self-TicketObj-QueueObj-IsAdminCc($CreatorId) ){
return 1;
}

Custom action prep code:

my $Ticket = $self-TicketObj;
my $newqueue = 23;

$Ticket-SetQueue($newqueue);

Custom action cleanup code:

return 1;


Basically I just need to fire off a template to those requestors who's
tickets are moved via this scrip.


Cheers,
Kristian

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Re: [rt-users] Initiate Template via custom scrip action

2010-04-20 Thread Kristian Davies
 What happens if you move your action code to the condition and then make you
 rAction : Notify Requestors with the Template you need ; ie your condition
 will be something like:

Thanks for the reply.  I already tried that, but just to sanity check
I tried it again.  No avail.  Requestor doesn't get any emails.

-Kristian

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Re: [rt-users] Queues not showing/updating in QuickCreate box

2010-04-20 Thread Nick Irvine

Right you are sir.  Thanks very much.

Nick Irvine
IT and Network Administrator
Artona Group

On 04/19/10 03:21, Carlos Garcia Montoro wrote:

When a queue is just created, it is not shown sometime. Try to log out
(perhaps close your browser) and then log in.

Cheers,
Carlos

Nick Irvine wrote:

I've just changed the name of the General queue to Triage, but this
is not reflected in the Quick Create box in RT at a Glance, nor in the
New Ticket in [Combo box] at the top. Also, I can't select any other
Queues in either of these. If I create a new ticket, it does in fact
end up in the Triage Queue.

Using 3.8 in from Ubuntu Karmic.




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[rt-users] CommandByMail question on Status values

2010-04-20 Thread Kenneth Crocker
To list,

I have added a couple new values for the Status field via the
RT_SiteConfig.pm file.  However, when I try to update a ticket with one of
those new values, the update is rejected.

Question: How can I update CommandByMail to allow those new Status values?

Thanks.

Kenn
LBNL

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[rt-users] Merge tickets, transaction notification and REST

2010-04-20 Thread Keith Edmunds
We have a scrip that runs On Transaction and calls an external script,
passing the ticket id. We want to take actions in the external script when
a ticket is merged. If we merge, say, ticket 100 into ticket 200, the
ticket id passed to our external script is 200. How can we find out, via
the REST interface, the ticket id that was merged (100 in this example)?

Frustratingly, going the other way is easy - if we retrieve ticket
information for 100 via the REST interface, ticket 200 is retrieved.

If it helps, here's our scrip (we are not Perl wizards, which may be
stating the obvious when you see the code below: all criticism gratefully
received):

my $tx = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $id = $ticket-id;
my $type = $tx-Type;
my $field = $tx-Field;
my $old = $tx-OldValue;
my $new = $tx-NewValue;

system(wget
'http://localhost/xyz/transaction?rt=$id;.'type='.$type.'field='.$field.'old='.$old.'new='.$new')

Thanks

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[rt-users] Can't locate object method _Accessible

2010-04-20 Thread CLOSE Dave (DAE)
My server is running Fedora 8 and was running RT 3.6.5 ok. Most files 
were located in /usr/share/rt3. I have just upgraded to RT 3.8.7 and 
changed the installation directory to /opt/rt3. All references in 
/etc/httpd/conf*/* have been changed to refer to /opt/rt3 but the 
/usr/share/rt3 directory is still present. RT is running on port 8080 to 
avoid conflict with another application.

After the upgrade, RT refuses to run. The log shows this message:

[Fri Apr 16 15:04:34 2010] [error] [client 172.16.100.228] Can't locate
object method _Accessible via package SubscribeDashboard (perhaps
you forgot to load SubscribeDashboard?) at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Record.pm line
423.\nCompilation failed in require at /opt/rt3/bin/../lib/RT.pm line 443.\n

Looking around online, I don't find this specific message referenced 
anywhere. However, similar messages with other methods are quoted. The 
general idea seems to be that something isn't up-to-date as expected. So 
I've run yum update on the server and updated everything. I then used 
cpan to update File::Temp since the repositories don't seem to be 
current for that module. After restarting the web server (Apache 2), RT 
still fails in exactly the same way.

Obviously, I'm still missing something simple. Can anyone tell me what?
-- 
Dave Close


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