Re: [rt-users] Custom condition problem
Hi Ruslan,
This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm
The code is:
foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) {
my $Object = $args{'Object'};
$Object = $class-new( $session{'CurrentUser'} )
unless $Object ref $Object eq $class;
$Object-Load( $id ) unless ($Object-id || 0) == $id;
unless ( $Object-id ) {
$RT::Logger-warning(Couldn't load object $class
#$id);
next;
}
...
But I'm not familiar with RT internals to check it...
Regards,
Sergey Kozhedub
On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:
Hi,
As far as I can see error is not related to the scrip. Error happens in
Web.pm.
15.09.2010 2:50 пользователь Sergey Kozhedub s...@maks.net
mailto:s...@maks.net написал:
Hello all,
I'm trying to implement MuteResolve
(http://wiki.bestpractical.com/view/MuteResolve) in my RT-3.8.4
installation but it doesn't work for me.
Finally I cut my script just to:
{code}
return 0 unless ($self-TransactionObj-Type eq Status
$self-TransactionObj-NewValue eq resolved);
return 1;
{code}
When changing status of the ticket to open I don't see any errors. But
if I resolve the ticket I always get this error in logs:
Sep 15 00:17:38 rt RT: Couldn't load object RT::Transaction #0
(/var/www/rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127
http://rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127)
What I'm doing wrong?
Condition: User Defined
Action: Notify Requestors
Template: Global template: Resolved
Stage: TransactionBatch
Regards,
Sergey Kozhedub
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
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Re: [rt-users] Change Custom Field layout
Can anybody assist me with changing the layout of CFs when attached to a ticket please Best Regards Kobus Bensch Fullnet Solutions LTD Sent from my BlackBerry® wireless device -Original Message- From: Kobus Bensch kben...@fullnet.co.uk Sender: rt-users-boun...@lists.bestpractical.com Date: Wed, 15 Sep 2010 10:46:40 To: rt-users@lists.bestpractical.com Reply-To: kben...@fullnet.co.uk Subject: [rt-users] Change Custom Field layout Hello everyone I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF’s I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2. Can anybody advise as to where I can change this please? Thanks Kobus Best Regards Kobus Bensch Fullnet Solutions LTD Sent from my BlackBerry® wireless device 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] Change Custom Field layout
Hello, Have the same problem, i just can set the order of custom fields in MenuConfigurationQueueCF The problem is you can only move up/down the fields. I think, there is only an away, we need to overlay some classes, see Chapter 10 (RT essentials), probably need to change some code in CSS But perhaps it exist an extention to install that features. Best regards. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kobus Bensch Sent: Thursday, September 16, 2010 10:55 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Change Custom Field layout Can anybody assist me with changing the layout of CFs when attached to a ticket please Best Regards Kobus Bensch Fullnet Solutions LTD Sent from my BlackBerry® wireless device -Original Message- From: Kobus Bensch kben...@fullnet.co.uk Sender: rt-users-boun...@lists.bestpractical.com Date: Wed, 15 Sep 2010 10:46:40 To: rt-users@lists.bestpractical.com Reply-To: kben...@fullnet.co.uk Subject: [rt-users] Change Custom Field layout Hello everyone I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF's I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2. Can anybody advise as to where I can change this please? Thanks Kobus Best Regards Kobus Bensch Fullnet Solutions LTD Sent from my BlackBerry® wireless device 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 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] Suppressing outgoing email from another queue if ticket is moved into our Spam queue
Hi, We're using 1b from http://wiki.bestpractical.com/view/SpamFiltering and have also installed the disable global scrips extension to switch of emails for this Spam queue. The problem is as a ticket hits my support or sales queue etc. first, an email is still being sent out. How can we disable this for detected Spam so the notify emails get stopped? Thanks. -- http://www.suretecsystems.com/services/openldap/ http://www.suretectelecom.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!
[rt-users] Set Comment on CLI Create ?
Hello, i read in the past, that there is no way to get an Comment to a ticket, that i create ? I've try: opt/rt3/bin/rt create -t ticket set status=new Queue=Operating owner=nobody requestors=nagios Comment='This is the Comment' subject='Test Subject 2' ___ 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!
Re: [rt-users] Set Comment on CLI Create ?
I believe the reason is that when you use set, you are setting values to fields in the ticket. A comment is not a field in the ticket so much as it is an object of a specific type that is attached to a ticket. If you want to create a ticket and then comment on it, you'll need to capture the output from the rt create command and get the new ticket id from it, then use that for a separate rt comment command. Seth On 09/16/2010 09:10 AM, ingo.it...@ages.de wrote: Hello, i read in the past, that there is no way to get an Comment to a ticket, that i create ? I've try: opt/rt3/bin/rt create -t ticket set status=new Queue=Operating owner=nobody requestors=nagios Comment='This is the Comment' subject='Test Subject 2' ___ 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! -- Seth Galitzer Systems Coordinator Computing and Information Sciences Kansas State University http://www.cis.ksu.edu/~sgsax sg...@ksu.edu 785-532-7790 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] Set a Group as AdmiCC on ticket create
How can we set a group as 'AdminCc' on ticket creation based on a value of custom field? Thanks Naweed Ahmed LexisNexis Consulting Software Engineer euho...@lexisnexis.com mailto:euho...@lexisnexis.com O: 561 982 5276 M: 561 414 3559 - The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. 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] RTx-Tags clearing?
On Wed, Sep 15, 2010 at 19:58, Mark Jenks mark.je...@iodincorporated.com wrote: Excellent! I didn't know that TAG's referred to resolved tickets also. It depends on the config, in the default yes. http://search.cpan.org/~jpierce/RTx-Tags-0.25/etc/Tags_Config.pm -- Cambridge Energy Alliance: Save money. Save the planet. 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 3.8.8 issue with CSS
Hi, Reasons for that error: * permissions on files and dirs * cpan shell you run uses another perl version that may be installed on your system 14.09.2010 0:42 пользователь Val Polyakov v...@polyakov.me написал: another update: when I go to http://myServer/ticket/NoAuth/css/index.html this is what I get: Error during compilation of /opt/rt3/share/html/NoAuth/css/dhandler: Can't locate CSS/Squish.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /opt/rt3/lib /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack: [/opt/rt3/share/html/NoAuth/css/dhandler:67] [CSS/Squish.pm:67] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97] [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275] [/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822] [/opt/rt3/bin/webmux.pl:78] [CSS/Squish.pm:67] BEGIN failed--compilation aborted at /opt/rt3/share/html/NoAuth/css/dhandler line 67. Stack: [/opt/rt3/share/html/NoAuth/css/dhandler:67] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:817] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:445] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:773] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:256] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm:212] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:97] [/opt/rt3/bin/../lib/RT/Interface/Web/Request.pm:68] [/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:275] [/usr/lib/perl5/site_perl/5.8.8/Class/Container.pm:353] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Interp.pm:348] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:868] [/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/ApacheHandler.pm:822] [/opt/rt3/bin/webmux.pl:78] [/opt/rt3/share/html/NoAuth/css/dhandler:67] however: [r...@curt ~]# perl -MCPAN -e 'install CSS::Squish' CPAN: Storable loaded ok Going to read /home/vpolya/.cpan/Metadata Database was generated on Mon, 13 Sep 2010 11:30:52 GMT CSS::Squish is up to date. [r...@curt ~]# this is probably the source of my CSS issue.. why cant it find it, while CPAN claims its installed? :/ Also, thought it might be a good idea to attach my RT_SiteConfig.pm ... And this: [r...@... 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 3.8.8 rt-mailgate issues
On Tue, Sep 14, 2010 at 04:11:18PM -0400, Val Polyakov wrote: Hello, anyone ? [r...@myhost ~]# echo hi | /etc/smrsh/rt-mailgate --queue General This is not a valid test. You need to have a From: line or you'll get --action correspond --url http://myhost.mydomain.com/ticket --debug /etc/smrsh/rt-mailgate: temp file is '/tmp/Bsdm047j3r' /etc/smrsh/rt-mailgate: connecting to http://myhost.mydomain.com/ticket/REST/1.0/NoAuth/mail-gateway not ok - Could not load a valid user not a valid user Your previous report lacked RT's logs of the error which means any answer is a guess. -kevin [r...@myhost ~]# I have granted CreateTicket and ReplyToTicket rights to Everyone for the general queue ... does anyone know what's going on? rt-mailgate doesn't seem to be injecting new tickets into a fresh install of rt 3.8.8 on RHEL5 /var/log/maillog reports: Sep 14 14:20:13 myhost sendmail[32687]: o8EIKDHh032687: from=r...@myhost.mydomain.com, size=353, class=0, nrcpts=1, msgid=201009141820.o8eikdoz032...@myhost.mydomain.com, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Sep 14 14:20:13 myhost sendmail[32686]: o8EIKDoZ032686: to...@myhost.mydomain.com, ctladdr=root (0/0), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30065, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (o8EIKDHh032687 Message accepted for delivery) Sep 14 14:20:13 myhost sendmail[32688]: o8EIKDHh032687: to=|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://myhost.mydomain.com/ticket;, ctladdr=r...@myhost.mydomain.com (8/0), delay=00:00:00, xdelay=00:00:00, mailer=prog, pri=30576, dsn=2.0.0, stat=Sent I have the following in /etc/aliases : rt: |/etc/smrsh/rt-mailgate --queue general --action correspond --url http://myhost.mydomain.com/ticket; rt-comment: |/etc/smrsh/rt-mailgate --queue general --action comment --url http://myhost.mydomain.com/ticket; The following produces no errors, but doesn't inject the ticket into RT either: [r...@myhost ~]# cat msg.txt | /etc/smrsh/rt-mailgate --queue general --action correspond --url http://myhost.mydomain.com/ticket [r...@myhost ~]# [r...@myhost ~]# cat msg.txt testing [r...@myhost ~]# Can anyone push me in the right direction on how to troubleshoot this? 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! pgpC2lntzgmSY.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 Queue's cached?
On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote: try clearing the cache from your browser. This is unlikely to be the problem As reported by someone else, the queue list is cached in your session. Log out and log back in -kevin On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis [1]maill...@konsoletek.com wrote: I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 mod_perl2. I discovered in my setup/configuration of the Queue's I want... that everything is being massively cached. I make changes to the queues, even as far as disabling them... and nothing happens. Nothing happens in that I go back to the main page, stab hard-refresh - and the list doesn't change. I can go and restart apache, and the list doesn't change. The ONLY way I can get them updated is if I go into RT_SiteConfig.pm and change $rtname. But as soon as I change that back to the name it should be - it goes back to the old cached list. Though I will note, if I go into Preferences, the Default Queue drop down is up to date. I am confused to all hell why this is happening and where this is coming from. I have not set anything in RT_SiteConfig relating to cache. I've googled about and I can find very little relating to RT and caching. I even tried following the CleanMasonCache information from the wiki. No dice. If anyone has some pointers, I'd love to hear it. -Jon RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! References Visible links 1. mailto:maill...@konsoletek.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! pgpuvywsTPILV.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] Custom condition problem
Hi.
MuteResolve uses transaction custom fields which are kinda new in RT. Either
it's a bug in 3.8.4 or permissions related bug. You should try it on 3.8.8.
16.09.2010 11:36 пользователь Sergey Kozhedub s...@maks.net написал:
Hi Ruslan,
This error occurs in ProcessObjectCustomFieldUpdates subroutine in Web.pm
The code is:
foreach my $id ( keys %{$custom_fields_to_mod{$class}} ) {
my $Object = $args{'Object'};
$Object = $class-new( $session{'CurrentUser'} )
unless $Object ref $Object eq $class;
$Object-Load( $id ) unless ($Object-id || 0) == $id;
unless ( $Object-id ) {
$RT::Logger-warning(Couldn't load object $class #$id);
next;
}
...
But I'm not familiar with RT internals to check it...
Regards,
Sergey Kozhedub
On 09/15/2010 08:22 PM, Ruslan Zakirov wrote:
Hi,
As far as I can see error is not related to the scrip. Error happens in
Web.pm.
15.09.2010 2:50 пользователь Sergey Kozhedub s...@maks.net
mailto:s...@maks.net написал:
Hello all,
I'm trying to implement MuteResolve
(http://wiki.bestpractical.com/view/M...
http://rt.iptp.net/bin/../lib/RT/Interface/Web.pm:1127)
What I'm doing wrong?
Condition: User Defined
Action: Notify Requestors
Template:...
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the m...
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 - CLI group edit membership
Hi, I failed to edit group memberships via cli. ENV at end of mail. 1. check who is member of a group -- so far, everything work as aspected w...@host ~ $ rt show group/mygroup id: group/116 Name: mygroup Description: mygroup Members: Member 1 membe...@mail.com, Member 2 membe...@mail.com, ... Member 20 member...@mail.com 2. add a member (already existing and privileged user) I didn't find information how to define the new user mail address: membe...@mail.com or id: 12345 or as listed:New Member new.mem...@mail.com all of them are acceptet but non of them work. w...@host ~ $ rt edit group/mygroup add members=new.mem...@mail.com id: group/116 Name: mygroup Description: mygroup Members: Member 1 membe...@mail.com, Member 2 membe...@mail.com, ... Member 20 member...@mail.com, new.mem...@mail.com so at the moment this looks quit ok, but after check with w...@host ~ $ rt show group/mygroup the new member is not added. Same If I try to define by uid. e.g. I'm able to edit privileged state of a user via cli. Did I use the syntax correct? How to define the user (not /user/ID but user to add to members) ? Is there a known bug? (didn't find anythink)? ENV: Debian rt 3.8.8 Best Wulf++ 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] Could not load a valid user problem
On Wed, Sep 15, 2010 at 11:42:25AM +0200, Tom Sylwestrowicz wrote: I know why this error is happening here, it's basically because the LDAP e-mail address field defaults to jblo...@ripe.net. Joe has an alias that he uses, which is joe.blo...@ripe.net which is also set up in his e-mail client. So when he sends a request to the RT queue, his address is seen as joe.blo...@ripe.net, which is not what's in LDAP. This is the default e-mail setup we have here in the work place. We can add an alias (joe.blo...@ripe.net) for his user ID in LDAP, but is there a way that RT3 would check the aliases fields in LDAP and then associate incoming requests from the joe.blo...@ripe.net alias with the default LDAP e-mail address of jblo...@ripe.net? I'm assuming you're using RT::Authen::ExternalAuth, but you don't say. That has been an outstanding request for that module which has not yet been implemented. -kevin pgpcahDasin3a.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] Change Custom Field layout
On Wed, Sep 15, 2010 at 10:46:40AM +, Kobus Bensch wrote: Hello everyone I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF’s I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2. 'Changed' how? You're going to have to overlay code to make 1 column -kevin Can anybody advise as to where I can change this please? Thanks Kobus Best Regards Kobus Bensch Fullnet Solutions LTD Sent from my BlackBerry® wireless device RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgp9KaYTryewQ.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] Set a Group as AdmiCC on ticket create
Hi. You use a custom scrip for that. Condition: return 0 if it's not create; return 0 if custom field value is not correct; return 1; Action: Load the group; Add the group as admin; I'm pretty sure most of it you can find on the wiki in snippets. 16.09.2010 19:07 пользователь Ahmed, Mohammed Naweed (LNG-BCT) naweedmohammed.ah...@lexisnexis.com написал: How can we set a group as ‘AdminCc’ on ticket creation based on a value of custom field? Thanks *Naweed Ahmed*** *LexisNexis* Consulting Software Engineer euho...@lexisnexis.com O: 561 982 5276 M: 561 414 3559 -- * The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. * 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] 3 custom fields questions
1) Can I remove the no value option in custom fields where you choose from a list? 2)My boss wants user to set their own ticket priorities, I have a custom field giving the 2 priority settings we allow and I want to set RT up to map the custom field to the ticket priority. Any ideas? 3) We are considering having 3 queues that would be determined by a custom field. For example: Custom field OS options Windows Unix Other Queue name Windows Unix Other And then set it so if a ticket comes in with the custom fields set to Windows, it would automatically go to the Windows queue. How would I set that up? Thanks Janet -- Janet Bass 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] Set a Group as AdmiCC on ticket create
I am able to add the individual members as AdminCC's but not the group. It would be great if you have the code to add the 'Group' as AdminCC Naweed Ahmed Consulting Software Engineer euho...@lexisnexis.com mailto:euho...@lexisnexis.com From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Thursday, September 16, 2010 1:50 PM To: Ahmed, Mohammed Naweed (LNG-BCT) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Set a Group as AdmiCC on ticket create Hi. You use a custom scrip for that. Condition: return 0 if it's not create; return 0 if custom field value is not correct; return 1; Action: Load the group; Add the group as admin; I'm pretty sure most of it you can find on the wiki in snippets. 16.09.2010 19:07 пользователь Ahmed, Mohammed Naweed (LNG-BCT) naweedmohammed.ah...@lexisnexis.com написал: How can we set a group as 'AdminCc' on ticket creation based on a value of custom field? Thanks Naweed Ahmed LexisNexis Consulting Software Engineer euho...@lexisnexis.com mailto:euho...@lexisnexis.com O: 561 982 5276 M: 561 414 3559 The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! - The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. 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] Set a Group as AdmiCC on ticket create
On Thu, Sep 16, 2010 at 02:29:35PM -0400, Ahmed, Mohammed Naweed (LNG-BCT) wrote: I am able to add the individual members as AdminCC's but not the group. It would be great if you have the code to add the `Group' as AdminCC Provide the code you're using that doesn't work for adding the group, maybe someone will see the problem. -kevin -- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Thursday, September 16, 2010 1:50 PM To: Ahmed, Mohammed Naweed (LNG-BCT) Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Set a Group as AdmiCC on ticket create Hi. You use a custom scrip for that. Condition: return 0 if it's not create; return 0 if custom field value is not correct; return 1; Action: Load the group; Add the group as admin; I'm pretty sure most of it you can find on the wiki in snippets. 16.09.2010 19:07 pol'zovatel' Ahmed, Mohammed Naweed (LNG-BCT) [2]naweedmohammed.ah...@lexisnexis.com napisal: How can we set a group as `AdminCc' on ticket creation based on a value of custom field? Thanks Naweed Ahmed LexisNexis Consulting Software Engineer [3]euho...@lexisnexis.com O: 561 982 5276 M: 561 414 3559 -- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. References Visible links 1. mailto:euho...@lexisnexis.com 2. mailto:naweedmohammed.ah...@lexisnexis.com 3. mailto:euho...@lexisnexis.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! pgpM0cI8PrQvq.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!
[rt-users] Return Requestor Organization information from Dashboard Rt at a glance page
I want to change the listing in RT at a glance to include requestors, but
rather than return an email address, I want it to return the requestor's
Organization. I've found the following:
/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap.
Requestors = {
title = 'Requestors', # loc
attribute = 'Requestor.EmailAddress',
value = sub { return
$_[0]-Requestors-MemberEmailAddressesAsString }
I change value to:
value = sub { return $_[0]-CreatorObj-Organization }
And this kinda works as long as the requestor created the ticket. But really
it is returning the creator of the ticket. The unintended consequence is if I
create a ticket on behalf of a client and then change the requestor from me to
a client it still returns my organization name and not theirs.
Some guidance on getting this to work would be much appreciated.
Thanks in advance.
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] Owner does not get emails.
Hi, I am dealing with this problem since installation. I received confirmation of request emails as a creator, also as a AdminCc or Cc, on the ticket list. But the administrator, root, or the owner never gets an email about the ticket has been created. I can't figure out if the problem is with postfix or RT_SiteConfig or UserLocal.pm which i have not created yet. I cannot connect to LDAP too as it is not connecting. My mail log file is pasted below. If anyone came across this problem, i would appreciate their help if can help me figure out. /var/log/mail.log: Sep 16 12:14:17 dev3 postfix/pickup[31117]: 127C62BC8D6: uid=33 from=www-data Sep 16 12:14:17 dev3 postfix/cleanup[31120]: 127C62BC8D6: message-id=rt-3.8.1-24524-1284657256-405.43-...@http://www.ammc.com Sep 16 12:14:17 dev3 postfix/qmgr[31119]: 127C62BC8D6: from=www-d...@mcfcinc.com, size=1470, nrcpt=1 (queue active) Sep 16 12:14:17 dev3 postfix/smtp[31122]: 127C62BC8D6: to=a...@ammc.com, relay=messenger.ammc.com[11.111.111.111]:25, delay=0.46, delays=0.11/0/0.21/0.14, dsn=2.0.0, status=sent (250 2.0.0 Ok: queued as 9908A18E806) Sep 16 12:14:17 dev3 postfix/qmgr[31119]: 127C62BC8D6: removed Sep 16 12:53:55 dev3 postfix/qmgr[31119]: 5FAA62BC8C6: from=r...@mcfcinc.com, size=350, nrcpt=2 (queue active) Sep 16 12:53:55 dev3 postfix/qmgr[31119]: EBF012BC8C4: from=r...@mcfcinc.com, size=392, nrcpt=2 (queue active) Sep 16 12:53:55 dev3 local[32314]: fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory Sep 16 12:53:55 dev3 local[32316]: fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory Sep 16 12:53:55 dev3 postfix/local[32313]: 5FAA62BC8C6: to=rt-...@dev3, relay=local, delay=179315, delays=179315/0.03/0/0.06, dsn=4.3.0, status=deferred (temporary failure. Command output: local: fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory ) Sep 16 12:53:55 dev3 postfix/local[32315]: EBF012BC8C4: to=rt-...@dev3, relay=local, delay=179644, delays=179644/0.03/0/0.04, dsn=4.3.0, status=deferred (temporary failure. Command output: local: fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory ) Sep 16 14:03:55 dev3 postfix/qmgr[31119]: 5FAA62BC8C6: from=r...@mcfcinc.com, size=350, nrcpt=2 (queue active) Sep 16 14:03:55 dev3 postfix/qmgr[31119]: EBF012BC8C4: from=r...@mcfcinc.com, size=392, nrcpt=2 (queue active) Sep 16 14:03:55 dev3 local[2174]: fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory Sep 16 14:03:55 dev3 local[2175]: fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory Sep 16 14:03:55 dev3 postfix/local[2172]: 5FAA62BC8C6: to=rt-...@dev3, relay=local, delay=183515, delays=183515/0.03/0/0.07, dsn=4.3.0, status=deferred (temporary failure. Command output: local: fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory ) Sep 16 14:03:55 dev3 postfix/local[2173]: EBF012BC8C4: to=rt-...@dev3, relay=local, delay=183844, delays=183844/0.03/0/0.05, dsn=4.3.0, status=deferred (temporary failure. Command output: local: fatal: execvp /opt/rt3/bin/rt-mailgate-queue: No such file or directory ) The Queue email is rt-...@ammc.com for correspond as configured in master.cf apache2/Error.log: [Thu Sep 16 17:11:48 2010] [info]: rt-3.8.1-24511-1284657108-1138.41-...@http://www.ammc.com #41/357 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Sep 16 17:11:48 2010] [info]: rt-3.8.1-24511-1284657108-1138.41-...@http://www.ammc.com sent To: a...@ammc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Thu Sep 16 17:11:49 2010] [info]: rt-3.8.1-24511-1284657108-231.41-...@http://www.ammc.com #41/357 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Sep 16 17:11:49 2010] [info]: rt-3.8.1-24511-1284657108-231.41-...@http://www.ammc.com No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) [Thu Sep 16 17:11:49 2010] [info]: Ticket 41 created in queue 'ITS' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) [Thu Sep 16 17:13:32 2010] [info]: rt-3.8.1-24512-1284657212-1087.42-...@http://www.ammc.com #42/363 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Sep 16 17:13:32 2010] [info]: rt-3.8.1-24512-1284657212-1087.42-...@http://www.ammc.com sent To: a...@ammc.com (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Thu Sep 16 17:13:33 2010] [info]: rt-3.8.1-24512-1284657212-1896.42-...@http://www.ammc.com #42/363 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Sep 16 17:13:33 2010] [info]: rt-3.8.1-24512-1284657212-1896.42-...@http://www.ammc.com No recipients found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:338) [Thu Sep 16 17:13:33 2010] [info]: Ticket 42 created in queue 'ITS' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) [Thu Sep 16 17:14:16 2010]
Re: [rt-users] 3 custom fields questions
On Thu, Sep 16, 2010 at 02:04:22PM -0400, Bass, Janet E. wrote: 1) Can I remove the no value option in custom fields where you choose from a list? Yes, look for no value in share/html/Elements/EditCustomFieldSelect 2)My boss wants user to set their own ticket priorities, I have a custom field giving the 2 priority settings we allow and I want to set RT up to map the custom field to the ticket priority. Any ideas? why not using RT::Extension::PriorityAsString? 3) We are considering having 3 queues that would be determined by a custom field. For example: Custom field OS options Windows Unix Other Queue name Windows Unix Other And then set it so if a ticket comes in with the custom fields set to Windows, it would automatically go to the Windows queue. How would I set that up? using a scrip, but why using same CF as queue ? Why not using separate emails to dispatch ticket in queue? 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] Return Requestor Organization information from Dashboard Rt at a glance page
On Thu, Sep 16, 2010 at 12:25:45PM -0700, Shawn O'Connor wrote:
I want to change the listing in RT at a glance to include requestors, but
rather than return an email address, I want it to return the requestor's
Organization. I've found the following:
/opt/rt3/share/html/Elements/RT__Ticket/ColumnMap.
Requestors = {
title = 'Requestors', # loc
attribute = 'Requestor.EmailAddress',
value = sub { return
$_[0]-Requestors-MemberEmailAddressesAsString }
I change value to:
value = sub { return $_[0]-CreatorObj-Organization }
And this kinda works as long as the requestor created the ticket. But really
it is returning the creator of the ticket. The unintended consequence is if
I create a ticket on behalf of a client and then change the requestor from me
to a client it still returns my organization name and not theirs.
If you are sure that there is always one requestor, then use
Requestors-UserMembersObj-First-Organization.
Else, you have to write a sub to get all Organization to display them.
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 Queue's cached?
Problem: I'm use $WebExternalAuth, with Apache/LDAP. I don't even have a logout button. If I use a different browser, it shows (of course, since I am in a different session). If I wait, it will eventually show up. I have tried manually going to $RT/NoAuth/Logout.html - It shows me a logout screen, then kicks me back to login, which of course ends with me back in the app. The cache seems to be cleared, and my queues show up. So I've got a hack solution, is there any way to put the logout button back into play, or one manually on the dashboard? Preferably without having to hack through the guts of RT, because I'd like to not break my upgradeability. Thanks for your help! -Jon On Thu, Sep 16, 2010 at 10:32, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Sep 14, 2010 at 06:30:20PM -0700, Kenneth Crocker wrote: try clearing the cache from your browser. This is unlikely to be the problem As reported by someone else, the queue list is cached in your session. Log out and log back in -kevin On Tue, Sep 14, 2010 at 6:17 PM, Jon Davis [1] maill...@konsoletek.com wrote: I'm running RT 3.8.7 on Ubuntu 10.04 under apache2 mod_perl2. I discovered in my setup/configuration of the Queue's I want... that everything is being massively cached. I make changes to the queues, even as far as disabling them... and nothing happens. Nothing happens in that I go back to the main page, stab hard-refresh - and the list doesn't change. I can go and restart apache, and the list doesn't change. The ONLY way I can get them updated is if I go into RT_SiteConfig.pm and change $rtname. But as soon as I change that back to the name it should be - it goes back to the old cached list. Though I will note, if I go into Preferences, the Default Queue drop down is up to date. I am confused to all hell why this is happening and where this is coming from. I have not set anything in RT_SiteConfig relating to cache. I've googled about and I can find very little relating to RT and caching. I even tried following the CleanMasonCache information from the wiki. No dice. If anyone has some pointers, I'd love to hear it. -Jon RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! References Visible links 1. mailto:maill...@konsoletek.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! 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] Change Custom Field layout
Can anybody help with this as I dont have a clue of what to do and where to do it. Some pointers would be helpful. Thanks Kobus On 16/09/2010 18:41, Kevin Falcone wrote: On Wed, Sep 15, 2010 at 10:46:40AM +, Kobus Bensch wrote: Hello everyone I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF's I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2. 'Changed' how? You're going to have to overlay code to make 1 column -kevin Can anybody advise as to where I can change this please? Thanks Kobus Best Regards Kobus Bensch Fullnet Solutions LTD Sent from my BlackBerry® wireless device 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 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] Change Custom Field layout
Kobus, Well, I've noticed that RT seems to arrange my sequence from left to right top-down. Let's say I have 6 customfields applied to a queue. The CF I have listed first is situated top/left on my screen and the CF listed second is situated top/right, number three on my list is situated 2nd row/left and number 4 is situated 2nd row/right and on and on. that's seems to be the way mine are displayed once I have set the order in Configuration-Queues-TicketCustomFields. Hope this helps. Kenn LBNL On Thu, Sep 16, 2010 at 4:37 PM, Kobus Bensch - No Sig kben...@fullnet.co.uk wrote: Can anybody help with this as I dont have a clue of what to do and where to do it. Some pointers would be helpful. Thanks Kobus On 16/09/2010 18:41, Kevin Falcone wrote: On Wed, Sep 15, 2010 at 10:46:40AM +, Kobus Bensch wrote: Hello everyone I need to change the Custom field layout. I have a few fields which I can see, but it is all listed in a 2 column display. Some of my CF’s I have changed to be bigger and it is now overlapping on the right. So ideally I would like just one column, not 2. 'Changed' how? You're going to have to overlay code to make 1 column -kevin Can anybody advise as to where I can change this please? Thanks Kobus Best Regards Kobus Bensch Fullnet Solutions LTD Sent from my BlackBerry® wireless device 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 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!
