[rt-users] R: mail body: HTML with embedded CSS
Jesse,
thank you very much for your reply!!
I had not realized that the problem was in the curly braces used in CSS syntax!
On a related note: we are using the subject tag in the configuration of
queues. If I use the plain text templates the $rtname variable is correctly
resolved to the subject tag of the originating queue, but if I use the html
templates that variable is resolved to the name globally defined in
RT_SiteConfig.pm. Can this be corrected?
Thank you!
Bye
Cris
-Messaggio originale-
Da: Jesse Vincent [mailto:je...@bestpractical.com]
Inviato: Thursday, August 26, 2010 9:13 PM
A: Guadagnino Cristiano
Cc: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] mail body: HTML with embedded CSS
Text::Template is the perl module RT uses for templates.
It uses { and } for template delimiters.
http://search.cpan.org/~mjd/Text-Template-1.45/lib/Text/Template.pm
should show you how to escape your templates - specifically:
http://search.cpan.org/~mjd/Text-Template-1.45/lib/Text/Template.pm#JavaScript
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Re: [rt-users] Where to change the Error box on Login page
Hi Max
Sorry missed this first time round.
the text for the login error is in /opt/rt3/share/html/autohandler
Error = loc('Your username or password is incorrect'),
Copy it to local and change the above line to what you need
regards
Garry
--
Dr Garry Booth
IT Services
Loughborough University
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Re: [rt-users] Where to change the Error box on Login page
On Thu, Aug 26, 2010 at 02:16:13PM -0500, Max McGrath wrote: Just asking again if anyone can point me in the right direction to changing the pink/red error box that pops up upon a failed login on the Login page. I'd like to change it from Your username or password is incorrect to something else with more instructions. Easiest way is to copy lib/RT/I18N/you_lang.po to local/po/ and change translation for Your username or password is incorrect. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Ticket History
On Thu, Aug 26, 2010 at 05:11:53PM -0600, Sysadmin wrote: Is there a way to show just ticket history for a customer? Maybe a ticket tab for the user/customer that would display only tickets for that customer and show only the replys (not comments or other details for those tickets) and not the complete user history? So a clean concise way of viewing the users past trouble tickets. You can just type the requestor email in the top search field to chow all it's active tickets. Look there: http://wiki.bestpractical.com/view/ManualSimpleSearch you can also use savedsearches or dashboards, or customize RT to have a dropdown of your customers that point to the corresponding search. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Where to change the Error box on Login page
Hi For simple text, you could create a file local/po/RT/en.po I do that for RTFM my local/po/RTFM/en.po contains things like # msgid msgstr Project-Id-Version: RTFM 2.0RC1\n POT-Creation-Date: 2010-03-15\n PO-Revision-Date: 2010-03-15\n Last-Translator: Gerard FENELON ger...@eve-team.com\n Language-Team: rt-devel rt-de...@lists.fsck.com\n MIME-Version: 1.0\n Content-Type: text/plain; charset=utf-8\n Content-Transfer-Encoding: 8bit\n #: html/Callbacks/RTFM/Ticket/Elements/Tabs/Default:21 msgid Extract Article msgstr Extract FAQ #: html/Callbacks/RTFM/Ticket/Update.html/BeforeMessageBox:34 msgid Include RTFM article: msgstr Include FAQ article: Gerard On -28163-01--10 20:59, Max McGrath wrote: Just asking again if anyone can point me in the right direction to changing the pink/red error box that pops up upon a failed login on the Login page. I'd like to change it from Your username or password is incorrect to something else with more instructions. Thanks! -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu On Tue, Aug 24, 2010 at 2:43 PM, Max McGrath mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu wrote: Hi all - Running RT 3.8.8 on Ubuntu. Trying to figure out where to change the red/pink error box that pops up on the Login page upon a failed login. I've looked at the Login page code and from what I see it looks like it's coming from Widgets/TitleBox -- but I am unable to find it there. Can anybody lend a hand? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu mailto:mmcgr...@carthage.edu RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Security enhancements and problems solved with 3.8.8
Hello, a client of mine asked me about this line in the release statement: NEW FEATURES AND MAJOR CHANGES * Aaron Sigel performed a security audit of RT and pointed out a number of potential improvements which have been addressed and wants to know what exactly is improved so he can evaluate if an upgrade would be benefical, is there somewhere a list of this security audit problems? thanks, best regards Ray RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] CLI create with Custom Fields again
Hi Ingo, if i'm not 100% wrong, the cli is using the same methods like offline edits and there you can do: ===Create-Ticket: ticket1 Queue: General Subject: a subject Status: new Due: -mm-dd hh:mm:ss Starts: -mm-dd hh:mm:ss Started: -mm-dd hh:mm:ss Resolved: Owner: name Requestor: mail Cc: mail AdminCc: mail TimeWorked: value TimeEstimated: value TimeLeft: value InitialPriority: value FinalPriority: value DependsOn: id RefersTo: id ReferredToBy: id Children: id DependedOnBy: id Parents: id *CustomField-FieldName: Value* Content: Some text content ENDOFCONTENT But not checked out at the moment, just drop a mail if you need more help Torsten from rainy town 2010/8/26 ingo.it...@ages.de Hello, i searched the whole Mailinglist for a correct syntax to ceate a new ticket via CLI with an custom Field. I try to create an Ticket with the CustomField named Server and the value FILESRV01 Have anyone please an example for me ? Thanks and Greetings from Germany Ingo von Itter Ratingen/Gemany PS: Have anyone a link or documentation about RT in German ? War ja nur ne Frage ___ Geschäftsführer: Rolf Herzog, Thomas Benk AGES Maut System GmbH Co. KG AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH Co. KG AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Layout for tickets
Hello, I create some queues, and tickets with custom fields, but i don't find the way to make a layout. It is possible to set custom fields settings ( like size, color, position etc...) Or don't existe ? Tanks, best regards RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Searching Unprivileged Users
David, Your company sounds like ours. However, we have *all* our users defined as * privileged* and simply put them in different groups (with the same access needs per Queue) and set the privileges accordingly. We get to see everyone. No single user has User privileges and *ALL* have group privileges. It make maintenance of rights SSO much easier. Hope this helps. Kenn LBNL On Thu, Aug 26, 2010 at 4:02 PM, Sysadmin sysad...@ruralnetwork.net wrote: Currently we have RT configured so that support staff are privileged users, and customers are unprivileged users which Are also part of the Customers group. I'm look for an easy way to search the unprivileged users, RT only shows privileged users, and groups only let you add or remove users, not edit the users in the group.RT adds the unprivileged user from the ticket creation. So it is very easy to accidentally create a bogus user in the system that is simply created as an unprivileged user. Thanks, David System Admin RNS Running RT 3.8.7 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] rt-extension-spawnlinkedticket
After installing rt-extension-spawnlinkedticket on 3.8.8 clicking the
create button under the links section causes an error as the form action
is incorrect.
form action=//rtElements/SpawnLinkedTicket name=SpawnLinkedTicket
This error occurs even if using RTHOME=/opt/rt3 perl Makefile.PL.
The offending line in the plugin seems to be this:
RT::Interface::Web::Redirect(
RT-Config-Get('WebURL').Ticket/Create.html?$query_string );
Both WebPath and WebBaseURL are set in RT_SiteConfig.pm
Every other plugin seems to work fine.
Anyone know why it might not be pulling WebURL correctly from the RT
Config to construct the correct URL?
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Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
On 05/08/2010 22:08, Jesse Vincent wrote: This is very much an initial release and I know there are things that need improvement, though I'd greatly appreciate feedback to help figure out what those improvements should be. Honouring callbacks for _elements/ticket_menu either as a new callback or via /Ticket/Elements/Tabs/Default would be really handy. Even if the additional elements were presented differently to the default 3. Adding % $m-callback( ticket = $ticket, menu= \...@menu, %ARGS ); near the top of RT-Extension-MobileUI/html/m/_elements/ticket_menu seems to do the trick (roughly) for me. The layout goes a bit mad though, due to the hardcoded widths in the CSS. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] re-set date field
On Wed, Aug 25, 2010 at 12:09:49PM -0700, Kenneth Crocker wrote: I'm not a real experienced Perl guy and I want to write a scrip that will re-set a date field to nulls or blank or whatever a date field can be set to for NO date at all. I'm doing this for tickets that are re-opened. I've got the condition set OK. Just stuck on the command to set a date to nothing. 0 should be fine, depends on how you're setting the date -kevin pgp2Uze8d99lY.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] modified from: address in replies
On Thu, Aug 26, 2010 at 08:15:59AM +0200, polloxx wrote: You mean the Reply Address? Only the reply-to: address is changed on our server, not the from: address. Reply Address controls From: and Reply-To: unless you've made changes On Wed, Aug 25, 2010 at 6:15 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Aug 25, 2010 at 05:45:08PM +0200, polloxx wrote: OK: we have an request address for all queues, let's say h...@ourdomain.com, but for one particular queue we want to set a different from: address when our helpdesk dept. replies to the customer, eg: supp...@ourdomain.com. How can we establish this? Go to the Queue Admin page for that queue, check the correspond address. See my previous reply - On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgp7JNGaAvCDp.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Modify graph's color
On Thu, Aug 26, 2010 at 02:33:30PM +0200, Anthony BRODARD wrote: Hi everybody! I'm actually searching how modify appareance or just color of my graph' in RT 3.8.7 The graph colors and fonts were tweaked quite a bit in 3.8.8 You may find it easier to upgrade -kevin I've just installed the package libgd-graph-perl and reload apache server, but graph are not eye-attractive. I found this: [1]http://wiki.bestpractical.com/view/rt-google-charts but I don't understand how to implement it. Is somebody success to install it? Or just help me to change the chart's default color? Regards, Anthony References Visible links 1. http://wiki.bestpractical.com/view/rt-google-charts RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgpaxD3QJiNfe.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RT::Action not found after upgrade 3.8.2 - 3.8.8
On Thu, Aug 26, 2010 at 04:31:30PM +0200, Benno Overeinder wrote:
I haven't the original email thread to reply to, but this might be
valuable to the email list.
The change Ruslan proposed works for me. I had the same problem here,
but after the change in webmux.pl, apache started again.
You should still go find the Scrip where you picked a Null action and
either delete it or pick a proper action.
-kevin
-- Benno
r...@bestpractical.com wrote:
Hello,
Try to change RT::InitClasses( Heavy = 1 ) to RT::InitClasses( Heavy
= 0 ) in webmux.pl instead of using the patch (revert it) and report
back if it helps.
On Tue, May 11, 2010 at 4:58 PM, Raghu Siddarth raghusiddarth at
gmail.com wrote:
I got the same issue here. Upgrade script went through without any errors,
cleared mason and restarted apache, but it failed to start with the
following error :
[error] Require of RT::Action:: failed.
Can't locate RT/Action/.pm in @INC (@INC contains:
/opt/rt3/bin/../local/lib
/opt/rt3/local/plugins/RT-Extension-PriorityAsString/lib
/opt/rt3/bin/../lib
/etc/perl /usr/local/lib/perl/5.8.8 /usr/local/share/perl/5.8.8
/usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8
/usr/local/lib/site_perl . /etc/apache2) at (eval 1318) line
3.\n\nCompilation failed in require at (eval 2) line 1.
[error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server
ritsnet-rt.mine.nu:0, exiting...
Thanks Razvan for the quick fix below. It worked for me. I'm trying to
understand why are only a few users getting affected.
-- Raghu Siddarth
On Mon, May 10, 2010 at 5:03 PM, Razvan Cosma razvan.cosma at gmail.com
wrote:
Can't figure out the problem source, and I am in a hurry, so for now:
if(eval require $type) {
$self-{'Action'} = $type-new ( Argument = $self-Argument,
CurrentUser = $self-CurrentUser,
ScripActionObj = $self,
ScripObj = $args{'ScripObj'},
TemplateObj = $self-TemplateObj,
TicketObj = $args{'TicketObj'},
TransactionObj =
$args{'TransactionObj'},
);
} else {
warn Require of $type failed@\n;
}
Then application seems to work fine otherwise.
On Mon, May 10, 2010 at 2:22 PM, Razvan Cosma razvan.cosma at gmail.com
wrote:
OK, tried another trick now: created a RT/Action/.pm file that only does
print caller(); and it seems it's called from RT::ScripAction which
leads to
the file ScripAction_Overlay.pm and at line 173
eval require $type || die Require of $type failed@\n;
still digging..
On Mon, May 10, 2010 at 2:17 PM, Richard Pijnenburg Richard at
widexs.nl
wrote:
I have the same issue.
Cleaned the mason cache and restarted apache, but same result.
Met vriendelijke groet / With kind regards,
Richard Pijnenburg
Changes and Incident Coordinator
WideXS http://www.widexs.nl
Tel +31 (0)20 7570780 Fax +31 (0)20 6116302
Zekeringstraat 43,1014 BV Amsterdam, NL
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Steve
Anderson
Sent: Monday, May 10, 2010 12:43 PM
To: Razvan Cosma; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT::Action not found after upgrade 3.8.2 -
3.8.8
Did you do the step of wiping out the Mason cache?
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Razvan Cosma
Sent: 10 May 2010 11:35 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT::Action not found after upgrade 3.8.2 - 3.8.8
Hi all,
Just did a ./configure make upgrade, and while there were no errors
and all dependencies seem to be in place, httpd won't start
anymore (running
on centos with mod_perl), complaining about
[error] Require of RT::Action:: failed.\nCan't locate RT/Action/.pm in
@INC
This looks like a typo in some file or scrip, but I have done a
grep in
the webroot, and deleted all my scrips from mysql - it wasn't there
There's no file name in the error, only
at (eval 2442) line 3.\n\nCompilation failed in require at (eval 2)
line 1.\n
Any hints on where this eval happens?
Thank you very much
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Re: [rt-users] Setup Email gateway
On Thu, Aug 26, 2010 at 12:07:01PM -0500, Ashrafuddin Mohammed wrote: I'm trying to setup email gateway but unable to do it. There are three different procedures from RT Wiki site. I tried all three but couldn't get any of them working. Have you tried the README? It shows you how to edit your aliases file -kevin I edited master.cf to include two lines #rt rt-pipe unix n- n - pipe rt-comment -pipe unix n - --pipe Also i created a new file in /etc/postfix/transport and included lines: Can anyone help me with a link through which i can follow a right tutorial to fix my email gateway real quick. This is what i got while trying to reload postfix. postfix/postfix-script: fatal: the Postfix mail system is not running pgpfGuSV1Viae.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] 32 levels deep in component stack (infinite recursive call?)
On Thu, Aug 26, 2010 at 11:27:23AM +0100, Thorvald Hallvardsson wrote: Hi guys, Another problem. When I'm trying to access CONFIGURATION - GLOBAL - USER RIGHTS || GROUP RIGHTS || RT AT A GLANCE I'm getting an error: I assume you're using one of the compatibility themes, rather than the standard one. You probably want this ticket http://issues.bestpractical.com/Ticket/Display.html?id=14853 -kevin 32 levels deep in component stack (infinite recursive call?) Output from dev mode can be found here: [1]http://paste-it.net/public/x7307cf/ I was trying to find the solution in google but all related problems dropped some sort of proper errors (like module cannot be found). In my case there are no proper error or I missed it. It's the brand new installation from yesterday so I presume I have got all perl modules most up to date (besides Email::Address). Thank you for your help in advance. Regards, TH References Visible links 1. http://paste-it.net/public/x7307cf/ RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgpihT2GoihNS.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Linked fields
On Thu, Aug 26, 2010 at 05:24:22PM -0600, Sysadmin wrote:
I'm trying to add Custom Fields in the Requester area of the ticket.
I got the first Custom Value, but cannot get the second custom
value?
You appear to misunderstand FirstCustomFieldValue. It is the first
value for the custom field passed in. It has nothing to do with
something being the 'third CF assigned to a ticket'.
If you actually have a custom field with multiple values, you want to
reread the documentation in RT::Record and look for the similarly
named method a few lines later
-kevin
the first was:
span class=label|/lAccount #:/:/spanbr /
b class=value% ($requestor-FirstCustomFieldValue('Room') ||
loc(No Account # entered for this user)) %/bbr /
and I tried:
# span class=label|/lIP:/:/spanbr /
# b class=value% ($requestor- SecondCustomFieldValue('IP
Address') || loc(No IP Address entered for this user)) %/bbr
/
For the second, but that doesn't work. any Ideas?
Thanks,
David
System Admin
RNS
Running RT 3.8.7
On 8/16/2010 9:40 AM, Björn Schulz wrote:
Hi David,
I use user CFs and a customized ShowRequestor in
.../Ticket/Elements/ShowRequestor. Not a special service Ticket.
span class=label|/lPhone:/:/spanbr /
b class=value% ($requestor-WorkPhone || loc(No WorkPhone
entered about this user)) %/bbr /
or
span class=label|/lRoom:/:/spanbr /
b class=value% ($requestor-FirstCustomFieldValue('Room') ||
loc(No room entered about this user)) %/bbr /
Hope this helps
Björn
Am 13.08.10 23:18, schrieb Sysadmin:
Is there a way to linkcustom fields? So, I trying to link custom
field data, so that custom fields like Account #, Customer Equip, Phone
#, that exist in a service ticket and in the user information, will
populate each other, ie in creating a service ticket for a /new
custome/r, the linked custom field data input in the ticket will
populate the user information custom field data. And vice-versa if the
customer already exists, then the ticket, would pull data from the user
information data.
David
System Admin
RNS
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Re: [rt-users] Email Issues with RT
On Fri, Aug 27, 2010 at 03:00:57AM +0100, Mark Olliver wrote: Hi, I have two issues with emailing with RT. 1, Firstly our server accepts mail as two domains, I am unsure on my matches but basically [1]anyth...@example.org should be switched in RT to be [2]anyth...@support-example.org. I have put the following but I am not sure it is correct. Set( $CanonicalizeEmailAddressMatch, '@example\.org$'); Set( $CanonicalizeEmailAddressReplace, '@support-example\.org'); This change is because we used to run our old support under the old domain but now with RT use the new one however, people still email the old one as well. These are for rewriting the From: address of people writing into RT. If that is what you want, fine. If you actually just want RT to understand both addresses, then that is a mail server configuration question, and you can just have RT send out as the new address. 2, When tickets are created or replied to, everyone on the ticket gets a copy by email. However, for some reason the server also tries to send a copy no ' ' which sendmail helpfully seems to interpretates as -...@[3]support-example.org obviously a dud address which then generates two errors, one a standard mail daemon error as it tries to mail it and one RT error which loops to the owner. I cant see where or why it is doing this, but it is global as it happens on every queue. Any help would be appreciated especially with the second issue as i am getting swamped with error mails. RT actually tries really hard to strip out invalid recipients, so it is possible that you have an error in the sendmail invocation RT uses. But, without knowing where ' ' creeps in, there are too many moving parts. -kevin pgp5INo95qUgd.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] R: mail body: HTML with embedded CSS
On Fri, Aug 27, 2010 at 09:04:10AM +0200, Guadagnino Cristiano wrote: On a related note: we are using the subject tag in the configuration of queues. If I use the plain text templates the $rtname variable is correctly resolved to the subject tag of the originating queue, but if I use the html templates that variable is resolved to the name globally defined in RT_SiteConfig.pm. Can this be corrected? Sounds like you have an error in your template, I've deployed HTML templates for a client where it works fine. -kevin pgplyjZvqEAIr.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] CLI create with Custom Fields again
There is also a large collection of examples in the test suite -kevin On Fri, Aug 27, 2010 at 01:50:52PM +0200, Torsten Brumm wrote: Hi Ingo, if i'm not 100% wrong, the cli is using the same methods like offline edits and there you can do: ===Create-Ticket: ticket1 Queue: General Subject: a subject Status: new Due: -mm-dd hh:mm:ss Starts: -mm-dd hh:mm:ss Started: -mm-dd hh:mm:ss Resolved: Owner: name Requestor: mail Cc: mail AdminCc: mail TimeWorked: value TimeEstimated: value TimeLeft: value InitialPriority: value FinalPriority: value DependsOn: id RefersTo: id ReferredToBy: id Children: id DependedOnBy: id Parents: id CustomField-FieldName: Value Content: Some text content ENDOFCONTENT But not checked out at the moment, just drop a mail if you need more help Torsten from rainy town 2010/8/26 [1]ingo.it...@ages.de Hello, i searched the whole Mailinglist for a correct syntax to ceate a new ticket via CLI with an custom Field. I try to create an Ticket with the CustomField named Server and the value FILESRV01 Have anyone please an example for me ? Thanks and Greetings from Germany Ingo von Itter Ratingen/Gemany PS: Have anyone a link or documentation about RT in German ? War ja nur ne Frage ___ Gesch*ftsf*hrer: Rolf Herzog, Thomas Benk AGES Maut System GmbH Co. KG AG D*sseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH Co. KG AG D*sseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG D*sseldorf HRB 55580, USt-IdNr.: DE 814789134 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm [2]http://www.brumm.me [3]http://www.elektrofeld.de References Visible links 1. mailto:ingo.it...@ages.de 2. http://www.brumm.me/ 3. http://www.elektrofeld.de/ RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgpiGddRAb9RV.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] rt-extension-spawnlinkedticket
On Fri, Aug 27, 2010 at 05:31:45PM +0100, Alex Young wrote:
After installing rt-extension-spawnlinkedticket on 3.8.8 clicking the
create button under the
I don't believe there is an extension named that, you should double
check that. Also, it always helps to mention a version.
-kevin
links section causes an error as the form action is incorrect.
form action=//rtElements/SpawnLinkedTicket name=SpawnLinkedTicket
This error occurs even if using RTHOME=/opt/rt3 perl Makefile.PL.
The offending line in the plugin seems to be this:
RT::Interface::Web::Redirect(
RT-Config-Get('WebURL').Ticket/Create.html?$query_string );
Both WebPath and WebBaseURL are set in RT_SiteConfig.pm
Every other plugin seems to work fine.
Anyone know why it might not be pulling WebURL correctly from the RT
Config to construct the
correct URL?
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[rt-users] Condition + Scrip + ScripConditions
RT is a really nice product.
My goal is to create a status called fixed which means the task is done by
the owner, but the completion requires QA and/or Management approval before it
moves to production. I want a ticket created in the Approvals queue when the
owner changes the status to fixed (most likely from open).
I am running rt 3.8.8.
My problem is that my RT::Condition module's isApplicable method is not being
called.
I have this[1] module installed and with the right permissions in
lib/RT/Condition/StatusChangeFixed.pm
I have this[2] template set up on the queue.
I have this[3] installed as rt/local/etc/StatusChangeFixed.install and I
executed the install command[4] successfully.
Any ideas?
[1]
package RT::Condition::StatusChangeFixed;
use base 'RT::Condition';
use strict;
sub IsApplicable {
my $self = shift;
return (
$self-TransactionObj-Field eq 'Status'
and
$self-TransactionObj-NewValue() eq 'fixed'
) ? 1 : undef;
}
1;
[2]
Name: On Fixed
===Create-Ticket: Approvals
Subject: Please Approve {$Tickets{'TOP'}-Subject}
Queue: Approvals
Depended-On-By: {$Tickets{TOP}-Id}
Refers-To: {$Tickets{TOP}-Id}
Status: fixed
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{'TOP'}-Subject}. Please revie
w. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT
[3]
@ScripConditions = (
{ Name= 'On Fixed',
Description = 'Trigger when status is changed to Fixed',
ExecModule = 'StatusChangeFixed',
Argument= 'fixed',
ApplicableTransTypes = 'Status' },
);
[4]
sbin/rt-setup-database --action insert --datafile
local/etc/StatusChangeFixed.install
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
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RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Condition + Scrip + ScripConditions
On Fri, Aug 27, 2010 at 02:33:03PM -0400, Josh Narins wrote:
RT is a really nice product.
My goal is to create a status called fixed which means the task is done
by the owner, but
the completion requires QA and/or Management approval before it moves to
production. I want a
ticket created in the Approvals queue when the owner changes the status to
fixed (most likely
from open).
I see a template and a scrip condition, but you don't mention the
scrip you created to hold it all together
-kevin
I am running rt 3.8.8.
My problem is that my RT::Condition module's isApplicable method is not
being called.
I have this[1] module installed and with the right permissions in
lib/RT/Condition/StatusChangeFixed.pm
I have this[2] template set up on the queue.
I have this[3] installed as rt/local/etc/StatusChangeFixed.install and I
executed the install
command[4] successfully.
Any ideas?
[1]
package RT::Condition::StatusChangeFixed;
use base 'RT::Condition';
use strict;
sub IsApplicable {
my $self = shift;
return (
$self-TransactionObj-Field eq 'Status'
and
$self-TransactionObj-NewValue() eq 'fixed'
) ? 1 : undef;
}
1;
[2]
Name: On Fixed
===Create-Ticket: Approvals
Subject: Please Approve {$Tickets{'TOP'}-Subject}
Queue: Approvals
Depended-On-By: {$Tickets{TOP}-Id}
Refers-To: {$Tickets{TOP}-Id}
Status: fixed
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{'TOP'}-Subject}. Please
revie
w. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT
[3]
@ScripConditions = (
{ Name= 'On Fixed',
Description = 'Trigger when status is changed to Fixed',
ExecModule = 'StatusChangeFixed',
Argument= 'fixed',
ApplicableTransTypes = 'Status' },
);
[4]
sbin/rt-setup-database --action insert --datafile
local/etc/StatusChangeFixed.install
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
[1]seniorbridge.com
[2]SeniorBridge
--
SeniorBridge Statement of Confidentiality: The contents of this email
message are intended for
the exclusive use of the addressee(s) and may contain confidential or
privileged information.
Any dissemination, distribution or copying of this email by an unintended
or mistaken
recipient is strictly prohibited. In said event, kindly reply to the
sender and destroy all
entries of this message and any attachments from your system. Thank you.
References
Visible links
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Re: [rt-users] rt-extension-spawnlinkedticket
It's version 0.04 from here:
http://search.cpan.org/~ruz/RT-Extension-SpawnLinkedTicketInQueue-0.04/
I think the line causing the error is the following line:
form action=/%
RT-Config-Get('WebPath').Elements/SpawnLinkedTicket %
name=SpawnLinkedTicket
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: 27 August 2010 19:09
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] rt-extension-spawnlinkedticket
On Fri, Aug 27, 2010 at 05:31:45PM +0100, Alex Young wrote:
After installing rt-extension-spawnlinkedticket on 3.8.8 clicking
the create button under the
I don't believe there is an extension named that, you should double
check that. Also, it always helps to mention a version.
-kevin
links section causes an error as the form action is incorrect.
form action=//rtElements/SpawnLinkedTicket
name=SpawnLinkedTicket
This error occurs even if using RTHOME=/opt/rt3 perl Makefile.PL.
The offending line in the plugin seems to be this:
RT::Interface::Web::Redirect(
RT-Config-Get('WebURL').Ticket/Create.html?$query_string );
Both WebPath and WebBaseURL are set in RT_SiteConfig.pm
Every other plugin seems to work fine.
Anyone know why it might not be pulling WebURL correctly from the
RT Config to construct the
correct URL?
RT Training in Washington DC, USA on Oct 25 26 2010 Last one this
year -- Learn how to get the most out of RT!
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] rt-extension-spawnlinkedticket
On Fri, Aug 27, 2010 at 09:21:29PM +0100, Alex Young wrote:
It's version 0.04 from here:
http://search.cpan.org/~ruz/RT-Extension-SpawnLinkedTicketInQueue-0.04/
So, SpawnLinkedTicketInQueue not spawnlinkedticket
I think the line causing the error is the following line:
form action=/%
RT-Config-Get('WebPath').Elements/SpawnLinkedTicket %
name=SpawnLinkedTicket
Looks like this was already fixed in the repo in
b27892abc540569e503c1168f2450a16afa82a4c
-kevin
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: 27 August 2010 19:09
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] rt-extension-spawnlinkedticket
On Fri, Aug 27, 2010 at 05:31:45PM +0100, Alex Young wrote:
After installing rt-extension-spawnlinkedticket on 3.8.8 clicking
the create button under the
I don't believe there is an extension named that, you should double
check that. Also, it always helps to mention a version.
-kevin
links section causes an error as the form action is incorrect.
form action=//rtElements/SpawnLinkedTicket
name=SpawnLinkedTicket
This error occurs even if using RTHOME=/opt/rt3 perl Makefile.PL.
The offending line in the plugin seems to be this:
RT::Interface::Web::Redirect(
RT-Config-Get('WebURL').Ticket/Create.html?$query_string );
Both WebPath and WebBaseURL are set in RT_SiteConfig.pm
Every other plugin seems to work fine.
Anyone know why it might not be pulling WebURL correctly from the
RT Config to construct the
correct URL?
RT Training in Washington DC, USA on Oct 25 26 2010 Last one this
year -- Learn how to get the most out of RT!
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
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Re: [rt-users] rt-extension-spawnlinkedticket
It is rt-extension-spawnlinkedticketinqueue and the offending line is
this one in html/Callbacks/SpawnLinkedTicket/Elements/ShowLinks/Default:
form action=% RT-Config-Get('WebPath')
./Elements/SpawnLinkedTicket % name=SpawnLinkedTicket
You should check your WebPath setting in RT_SiteConfig.pm.
-Chris
Am 27.08.2010 18:31, schrieb Alex Young:
After installing rt-extension-spawnlinkedticket on 3.8.8 clicking the
create button under the links section causes an error as the form action
is incorrect.
form action=//rtElements/SpawnLinkedTicket name=SpawnLinkedTicket
This error occurs even if using RTHOME=/opt/rt3 perl Makefile.PL.
The offending line in the plugin seems to be this:
RT::Interface::Web::Redirect(
RT-Config-Get('WebURL').Ticket/Create.html?$query_string );
Both WebPath and WebBaseURL are set in RT_SiteConfig.pm
Every other plugin seems to work fine.
Anyone know why it might not be pulling WebURL correctly from the RT
Config to construct the correct URL?
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Condition + Scrip + ScripConditions
Thank you.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnar...@seniorbridge.com
SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, August 27, 2010 3:01 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Condition + Scrip + ScripConditions
On Fri, Aug 27, 2010 at 02:33:03PM -0400, Josh Narins wrote:
RT is a really nice product.
My goal is to create a status called fixed which means the task is done
by the owner, but
the completion requires QA and/or Management approval before it moves to
production. I want a
ticket created in the Approvals queue when the owner changes the status to
fixed (most likely
from open).
I see a template and a scrip condition, but you don't mention the scrip you
created to hold it all together
-kevin
I am running rt 3.8.8.
My problem is that my RT::Condition module's isApplicable method is not
being called.
I have this[1] module installed and with the right permissions in
lib/RT/Condition/StatusChangeFixed.pm
I have this[2] template set up on the queue.
I have this[3] installed as rt/local/etc/StatusChangeFixed.install and I
executed the install
command[4] successfully.
Any ideas?
[1]
package RT::Condition::StatusChangeFixed;
use base 'RT::Condition';
use strict;
sub IsApplicable {
my $self = shift;
return (
$self-TransactionObj-Field eq 'Status'
and
$self-TransactionObj-NewValue() eq 'fixed'
) ? 1 : undef;
}
1;
[2]
Name: On Fixed
===Create-Ticket: Approvals
Subject: Please Approve {$Tickets{'TOP'}-Subject}
Queue: Approvals
Depended-On-By: {$Tickets{TOP}-Id}
Refers-To: {$Tickets{TOP}-Id}
Status: fixed
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{'TOP'}-Subject}.
Please revie
w. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT
[3]
@ScripConditions = (
{ Name= 'On Fixed',
Description = 'Trigger when status is changed to Fixed',
ExecModule = 'StatusChangeFixed',
Argument= 'fixed',
ApplicableTransTypes = 'Status' },
);
[4]
sbin/rt-setup-database --action insert --datafile
local/etc/StatusChangeFixed.install
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
[1]seniorbridge.com
[2]SeniorBridge
--
SeniorBridge Statement of Confidentiality: The contents of this email
message are intended for
the exclusive use of the addressee(s) and may contain confidential or
privileged information.
Any dissemination, distribution or copying of this email by an unintended
or mistaken
recipient is strictly prohibited. In said event, kindly reply to the
sender and destroy all
entries of this message and any attachments from your system. Thank you.
References
Visible links
1. http://www.seniorbridge.com/
RT Training in Washington DC, USA on Oct 25 26 2010 Last one this
year -- Learn how to get the most out of RT!
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Last one this year -- Learn how to get the most out of RT!
[rt-users] Own Reminder Permission
Hello, We have a setup that involves queues in which only a subset of people can own tickets. The subset that cannot own tickets is the primary group of requestors for that queue. A case came up today where a user requested a ticket in one of these queues (this user cannot own a ticket in that queue, but can see and comment on tickets), and wants to set a reminder for herself for that same ticket. Their name shows up in the New Reminder drop-down along with other owners of that queue (I would imagine RT adds the currently logged-in user to the Reminder list of possible owners?), but then when the reminder is created, nothing happens. No reminder is created, no error message is printed, the ticket display returns as if nothing changed. I would guess this behavior is because this person cannot own a ticket in that queue, and since Reminders are really tickets under the hood, the reminder never really happened. I'm wondering, first, whether anyone else has experienced this problem? And secondly, is there a way (or a planned enhancement) where I can add Own Reminder as another permission per Queue, which would allow reminders to be created in a queue, but still not real tickets? If not, what code would I have to change to implement a custom permission? RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Odd Errors in RT Log from scrip
To List,
I have a scrip that checks to see if the requestor is also the AdminCc so
that duplicate emails are not sent, The condition is:
# Check for Ticket Status changed to QA approvd
# and cancel if Admin and Requestor is same user
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $requestor = $ticket-Requestors-UserMembersObj-First-EmailAddress;
if ($ticket-IsWatcher(Type = 'AdminCc', EmailAddress = $requestor)
{
return 0;
}
return ($trans-Type eq Status
$trans-NewValue eq QA approvd);
The action is Notify AdminCc's
The erro I'm getting on the log is:
[Fri Aug 27 22:48:58 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1510) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:49:04 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1574) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:49:37 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1829) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:50:07 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1756) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:50:07 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1758) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:50:07 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1760) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:50:07 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1762) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:56:28 2010] [warning]: Couldn't enable user 226
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)
[Fri Aug 27 22:58:28 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 2318) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:58:28 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 2320) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:58:28 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 2322) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:58:28 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 2324) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:58:28 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 2326) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 22:59:45 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1703) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 23:00:47 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 2108) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 23:02:32 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1661) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 23:03:17 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 2472) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 23:05:04 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1913) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 23:05:04 2010] [error]: Scrip 50899 IsApplicable failed: syntax
error at (eval 1915) line 9, near )
{ (/opt/rt3/bin/../lib/RT/Condition/UserDefined.pm:65)
[Fri Aug 27 23:05:58 2010] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
[Fri Aug 27 23:05:58 2010] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
Scrip 50899 is the scrip I'm talking about.
Now, my first real BIG question is Why does it write out so many error
messages for the same scrip? I mean, that's a lot of I/O for just one
error.
I am the AdminCc of the Queue AND the Requestor for the ticket being
evaluated.
The scrip worked. No email went out because I'm in both roles. Normally,
just the requestor would get that email.
So, why doesn't it just write out one error line?
This is just so I can understand what RT is doing in the background here.
Thanks.
Kenn
LBNL
RT Training in Washington DC, USA on Oct 25 26 2010
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