[rt-users] Pressing the ticket Create button twice creates the same ticket twice
Dear list, My environment: RT 3.8.8 Perl 5.8.8 apache 2.2.8 FastCGI 2.4.6 OS: Ubuntu or SuSE (same behaviour) I have a problem with the ticket creation. The following situation: A user wants to create a ticket and clicks the create button. Because of a slow network connection the response takes some seconds. The user is impatient and presses the create button again. - Two tickets with different id's but same content are created. The user can create the same ticket as long as the response from the first create has come back. This did not occur in RT 3.4.6. Is there any way to deactivate the create button until the request has finished? Thanks for any help. Best regards, Markus T-Systems International GmbH SDU Telco NPS Vorgebirgsstr. 49 53119 Bonn Tel: + 49 228 9841 3820 E-Mail: markus.kum...@t-systems.com T-Systems International GmbH Supervisory Board: René Obermann (Chairman) Board of Management: Reinhard Clemens (Chairman), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Georg Pepping, Klaus Werner Commercial register: Amtsgericht Frankfurt am Main HRB 55933 Registered office: Frankfurt am Main WEEE -Reg.-No. DE87523644 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] GnuPG Interface Mouse and Moose - Missing dependencies
I solved it myself. I forced a reinstall of Scalar::Util from cpan, and after that it seems to work. At least I can now start Apache... /Johan -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Johan Sjöberg Sent: den 15 oktober 2010 10:51 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] GnuPG Interface Mouse and Moose - Missing dependencies Did anyone solve this? I ran into the same problem after yum updated perl on my CentOS server. My versions: Mouse-0.64 Any-Moose-0.13 GnuPG-Interface-0.42 perl-5.8.8-32.el5_5.2 /Johan -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of MariaE Sent: den 26 augusti 2010 17:49 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] GnuPG Interface Mouse and Moose - Missing dependencies I forgot indicate the versions that I have installed: Mouse-0.64 Any-Moose-0.13 GnuPG-Interface-0.42 perl-5.8.8-32 Thanks, MariaE wrote: Hi Mark, I also upgraded my perl and I have the exactly the same problem, maybe you resolved the problem? Thanks, Maria Elena Mark Street wrote: Hi, I broke rt 3.8.8 after updating my Centos 5 box with yum...it upgraded perl. I knew it was going to be a problem right after I did it I ran make testdeps in my rt3 source directory and used CPAN to update all of the missing modules... all but 1, the GnuPG::Interface module is not behaving. SOME DEPENDENCIES WERE MISSING. GPG missing dependencies: GnuPG::Interface ...MISSING Undefined subroutine Mouse::Util::get_metaclass_by_name called at /usr/lib/perl5/site_perl/5.8.8/Any/Moose.pm line 103. make: *** [testdeps] Error 1 I installed GnuPG 0.4.2 through cpan and manually installed it so I know it is installed. I did the same thing for Mouse and Any::Moose. I have seen 1 other similar instance of this on a search of gossamer threads forums from June 21st... so I am not alone. Any ideas on how to remedy this one? -- Mark Street, D.C., RHCE Chief Technology Officer Alliance Medical Center (707) 433-5494 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://old.nabble.com/GnuPG-Interface- Mouse-and-Moose---Missing-dependencies-tp28993895p29543938.html Sent from the Request Tracker - User mailing list archive at Nabble.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] RT Query not allowing any Custom Field selection
Hi Ken: It usually throw you into the Advanced tab when the sql generated is not properly formatted into FromSQL .. Can you share what you get in the advanced Query ? it may also be a problem in the displayed fields listed in Format. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 15 October 2010 00:40 To: rt-users@lists.bestpractical.com Subject: [rt-users] RT Query not allowing any Custom Field selection To List, I'm getting a wierd result when trying to create a search looking for a certain value in a Custom Field that is applied to a couple Queues. I check the Queues and add them, no problem. I check the Custom Field and add it and I am immediately thrown into Advanced. Every change I make after that cannot be applied. I just end up back in the Advanced screen. It acts like there is no such Custom FIeld. I tried Like and is and no joy. I've checked the Custom Field and it IS applied to those Queues. The Values ARE available for Select One I am a SuperUser so I should have rights to it, but I went ahead and added AdminCustomField, ModifyCustomField and SeeCustomField to the group I'm in anyway. Still no joy. When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table with this code: select * from OBJECTCUSTOMFIELDVALUES where CustomField = 50111 and (Content = 'Ledger' or Content = 'Expense'); I got 12 records. None are disabled. I'm in 3.8.7 and Queries without Custom Fields are working fine. Has anyone noticed this? Was it mentioned awhile back and I missed it? Thanks in advance. Kenn LBNL 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] default owner
Easiest way is with a scrip. The scrip below is one that my team uses. It’s
slightly different than what you’re wanting, as it only acts if the creator is
a member of our team; as the team is only three people, I’ve just hard coded
the ids, but if you remove the return 1 unless ($actor==60 line, it’ll do what
you want.
Steve Anderson
Scrip:
On create
User Defined
Global Template: Blank
Transaction Create
Custom Action preparation code: return 1;
Custom Action Cleanup code:
# get actor ID
my $Actor = $self-TransactionObj-Creator;
# if actor is RT_SystemUser then get out of here
return 1 if $Actor == $RT::SystemUser-id;
# don't set owner unless requestor is a member of the network team
return 1 unless ($Actor == 60 || $Actor == 53802 || $Actor == 105200);
# get out unless ticket owner is nobody
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
# ok, try to change owner
$RT::Logger-info(Auto assign ticket #. $self-TicketObj-id . to user #.
$Actor );
my ($status, $msg) = $self-TicketObj-SetOwner( $Actor );
unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket to $Actor: $msg );
return undef;
}
$self-TicketObj-SetStatus('open');
return 1;
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
ingo.it...@ages.de
Sent: 15 October 2010 08:06
To: rt-users@lists.bestpractical.com
Subject: [rt-users] default owner
Hello List,
how can i set default owner to the value of the creator ?. The default setting
is nobody
Thank you
___
Geschäftsführer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH Co. KG
AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH Co. KG
AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] Problem with Approval Creation
Dear List,
i'm trying to create an approval Ticket (RT 3.6.5) with the following
Template:
===Create-Ticket: INVEST
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}
{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT
Script for this:
OnOpen
CreateTickets
Template: Approval
So, when a ticket is going to open, create an approval ticket
This is working fine so far, but this Part:
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
wont work, the adminCC Field is empty.
Before the ticket is going to open, we add a group as admincc to the ticket,
and this group members should later on also the approvers.
Below the logfile output:
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}
{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten
ignorieren
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someu...@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
ignorieren
Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:
TEST
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
Any ideas? I'm confused at the moment :-(
Thanks
Torsten
--
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] Problem with Approval Creation
Dear List,
i'm trying to create an approval Ticket (RT 3.6.5) with the following Template:
===Create-Ticket: INVEST
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}
{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT
Script for this:
OnOpen
CreateTickets
Template: Approval
So, when a ticket is going to open, create an approval ticket
This is working fine so far, but this Part:
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
wont work, the adminCC Field is empty.
Before the ticket is going to open, we add a group as admincc to the ticket,
and this group members should later on also the approvers.
Below the logfile output:
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}
{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten ignorieren
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someu...@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
ignorieren
Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:
TEST
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
Any ideas? I'm confused at the moment :-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark
Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen,
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich
haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg
Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Problem with Approval Creation
OK, problem fixed, found the error.
Use AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddressesAsString()}
instead
Torsten
2010/10/15 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com
Dear List,
i'm trying to create an approval Ticket (RT 3.6.5) with the following
Template:
===Create-Ticket: INVEST
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}
{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT
Script for this:
OnOpen
CreateTickets
Template: Approval
So, when a ticket is going to open, create an approval ticket
This is working fine so far, but this Part:
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
wont work, the adminCC Field is empty.
Before the ticket is going to open, we add a group as admincc to the
ticket, and this group members should later on also the approvers.
Below the logfile output:
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}
{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten
ignorieren
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someu...@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
ignorieren
Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:
TEST
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
Any ideas? I'm confused at the moment :-(
Thanks
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz:
Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz:
Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
--
MFG
Torsten Brumm
http://www.brumm.me
http://www.elektrofeld.de
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
[rt-users] Antwort: RE: default owner [AGES : Viren geprüft !!]
Hello Steve,
it works, thank you
Steve Anderson steve.ander...@bipsolutions.com
15.10.2010 12:11
An
ingo.it...@ages.de ingo.it...@ages.de,
rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Kopie
Thema
RE: [rt-users] default owner [AGES: Viren geprüft !!]
Easiest way is with a scrip. The scrip below is one that my team uses.
It?s slightly different than what you?re wanting, as it only acts if the
creator is a member of our team; as the team is only three people, I?ve
just hard coded the ids, but if you remove the return 1 unless ($actor==60
line, it?ll do what you want.
Steve Anderson
Scrip:
On create
User Defined
Global Template: Blank
Transaction Create
Custom Action preparation code: return 1;
Custom Action Cleanup code:
# get actor ID
my $Actor = $self-TransactionObj-Creator;
# if actor is RT_SystemUser then get out of here
return 1 if $Actor == $RT::SystemUser-id;
# don't set owner unless requestor is a member of the network team
return 1 unless ($Actor == 60 || $Actor == 53802 || $Actor == 105200);
# get out unless ticket owner is nobody
return 1 unless $self-TicketObj-Owner == $RT::Nobody-id;
# ok, try to change owner
$RT::Logger-info(Auto assign ticket #. $self-TicketObj-id . to
user #. $Actor );
my ($status, $msg) = $self-TicketObj-SetOwner( $Actor );
unless( $status ) {
$RT::Logger-error( Impossible to assign the ticket to $Actor: $msg
);
return undef;
}
$self-TicketObj-SetStatus('open');
return 1;
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
ingo.it...@ages.de
Sent: 15 October 2010 08:06
To: rt-users@lists.bestpractical.com
Subject: [rt-users] default owner
Hello List,
how can i set default owner to the value of the creator ?. The default
setting is nobody
Thank you
___
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
This email has been scanned by Netintelligence
http://www.netintelligence.com/email
BiP Solutions Limited is a company registered in Scotland with Company
Number SC086146 and VAT number 383030966 and having its registered
office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ.
This e-mail (and any attachment) is intended only for the attention of
the addressee(s). Its unauthorised use, disclosure, storage or copying
is not permitted. If you are not the intended recipient, please destroy
all copies and inform the sender by return e-mail.
This e-mail (whether you are the sender or the recipient) may be
monitored, recorded and retained by BiP Solutions Ltd.
E-mail monitoring/ blocking software may be used, and e-mail content may
be read at any time.You have a responsibility to ensure laws are not
broken when composing or forwarding e-mails and their contents.
___
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!
[rt-users] Mandatory rt at a glance items by group
Hello all, I think I may have asked this before, but didn't quite get the answer I was looking for. I'm looking for a way to mandate items on the RT at a glance screen for people based on group membership. For example, I'd like to make a custom search that says tickets that haven't been commented on in 3 days and are not closed which I have the search built for.. but I want it to show up on the front page of all members of the helpdesk group, without them needing to do anything special. How would I do something like 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!
Re: [rt-users] RT Query not allowing any Custom Field selection
Raed,
Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-).
This is what is in Advance:
( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} =
'Expense'
and it won't let me get out of it. If I hit ShowResults, it just shows ALL
tickets in those two Queues, regardless of the CF value.
The funny thing is, I checked the DB records and the values are there, the
OBJECTCUSTOMFIELDVALUES records are there (*not* disabled) for several
tickets, the Tickets *show the values* in Display, Privileges are correct
for the group I'm in (plus I'm a SuperUser), CF is applied to these Queues
(duh, wouldn't see them in Display otherwise), etc. All data in the DB seems
quite correct. RT is being VERY STUBBORN about this.
Any ideas?
Kenn
LBNL
On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames raed.el-ha...@vialtus.comwrote:
Hi Ken:
It usually throw you into the Advanced tab when the sql generated is not
properly formatted into FromSQL ..
Can you share what you get in the advanced Query ? it may also be a problem
in the displayed fields listed in Format.
Regards;
Roy
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 15 October 2010 00:40
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] RT Query not allowing any Custom Field selection
To List,
I'm getting a wierd result when trying to create a search looking for a
certain value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and
add it and I am immediately thrown into *Advanced*. Every change I make
after that cannot be applied. I just end up back in the *Advanced*screen.
It acts like there is no such Custom FIeld. I tried Like and is
and no joy.
I've checked the Custom Field and it *IS* applied to those Queues.
The Values *ARE* available for Select One
I am a SuperUser so I *should* have rights to it, but I went ahead and
added AdminCustomField, ModifyCustomField and SeeCustomField to the
group I'm in anyway. Still no joy.
When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES
Table with this code:
select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = 'Ledger' or Content = 'Expense');
I got 12 records. None are disabled.
I'm in 3.8.7 and Queries *without *Custom Fields are working fine.
Has anyone noticed this?
Was it mentioned awhile back and I missed it?
Thanks in advance.
Kenn
LBNL
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 Query not allowing any Custom Field selection
Ken:
Can't see much wrong , the only thing I noticed CF.{DS-SubjectArea} should be
'CF.{DS-SubjectArea}'
Not sure if it makes any difference
As a first step, I would suggest as you are directed to the Advanced page, add
the ' around the CF name and hit apply, then see what happens and if you can
search, if it works, then the next step is finding out why its not adding ' in
the first place.
Regards;
Roy
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: 15 October 2010 17:15
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT Query not allowing any Custom Field selection
Raed,
Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-).
This is what is in Advance:
( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} =
'Expense'
and it won't let me get out of it. If I hit ShowResults, it just shows ALL
tickets in those two Queues, regardless of the CF value.
The funny thing is, I checked the DB records and the values are there, the
OBJECTCUSTOMFIELDVALUES records are there (not disabled) for several tickets,
the Tickets show the values in Display, Privileges are correct for the group
I'm in (plus I'm a SuperUser), CF is applied to these Queues (duh, wouldn't see
them in Display otherwise), etc. All data in the DB seems quite correct. RT is
being VERY STUBBORN about this.
Any ideas?
Kenn
LBNL
On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames
raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote:
Hi Ken:
It usually throw you into the Advanced tab when the sql generated is not
properly formatted into FromSQL ..
Can you share what you get in the advanced Query ? it may also be a problem in
the displayed fields listed in Format.
Regards;
Roy
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com]
On Behalf Of Kenneth Crocker
Sent: 15 October 2010 00:40
To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: [rt-users] RT Query not allowing any Custom Field selection
To List,
I'm getting a wierd result when trying to create a search looking for a certain
value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and add
it and I am immediately thrown into Advanced. Every change I make after that
cannot be applied. I just end up back in the Advanced screen. It acts like
there is no such Custom FIeld. I tried Like and is and no joy.
I've checked the Custom Field and it IS applied to those Queues.
The Values ARE available for Select One
I am a SuperUser so I should have rights to it, but I went ahead and added
AdminCustomField, ModifyCustomField and SeeCustomField to the group I'm
in anyway. Still no joy.
When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES Table
with this code:
select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = 'Ledger' or Content = 'Expense');
I got 12 records. None are disabled.
I'm in 3.8.7 and Queries without Custom Fields are working fine.
Has anyone noticed this?
Was it mentioned awhile back and I missed it?
Thanks in advance.
Kenn
LBNL
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] On transaction, replace ticket's subject with transaction's subject
I'm wondering if this is something I should be capable of doing, however right now it eludes me. For standard requests which have common subjects, for example, Subject: CUSTOMER NAME - PHONE NUMBER I'm attempting to write a scrip which then enables us to replace ticket's subject with the transaction's subject line, so if say we're doing an order for a customer, and in this case the order is rejected, the person who rejected it would add REJECTED to the subject: CUSTOMER NAME - PHONE NUMBER REJECTED. I'm wondering if there is a way as the subject here says, to extract the correspondence subject (changed subject from the email reply) and change the ticket title accordingly... Has anyone had any success with this? -- Kris 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 Query not allowing any Custom Field selection
Raed,
That did it. Where did you find that? I don't remember any instructions on
having to use quotes around a CF name. Did I miss that or did you come by
that info via trail error?
Now, again, I owe you *MORE* beer. ;-).
Thanks.
Kenn
LBNL
On Fri, Oct 15, 2010 at 9:44 AM, Raed El-Hames raed.el-ha...@vialtus.comwrote:
Ken:
Can’t see much wrong , the only thing I noticed CF.{DS-SubjectArea} should
be ‘CF.{DS-SubjectArea}’
Not sure if it makes any difference
As a first step, I would suggest as you are directed to the Advanced page,
add the ‘ around the CF name and hit apply, then see what happens and if you
can search, if it works, then the next step is finding out why its not
adding ‘ in the first place.
Regards;
Roy
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 15 October 2010 17:15
*To:* rt-users@lists.bestpractical.com
*Subject:* Re: [rt-users] RT Query not allowing any Custom Field selection
Raed,
Just keep it up guy, and I'm gonna end up owing you an entire brewery. ;-).
This is what is in Advance:
( Queue = 'DS-BRS' OR Queue = 'DS-Development' ) AND CF.{DS-SubjectArea} =
'Expense'
and it won't let me get out of it. If I hit ShowResults, it just shows
ALL tickets in those two Queues, regardless of the CF value.
The funny thing is, I checked the DB records and the values are there, the
OBJECTCUSTOMFIELDVALUES records are there (*not* disabled) for several
tickets, the Tickets *show the values* in Display, Privileges are correct
for the group I'm in (plus I'm a SuperUser), CF is applied to these Queues
(duh, wouldn't see them in Display otherwise), etc. All data in the DB seems
quite correct. RT is being VERY STUBBORN about this.
Any ideas?
Kenn
LBNL
On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames raed.el-ha...@vialtus.com
wrote:
Hi Ken:
It usually throw you into the Advanced tab when the sql generated is not
properly formatted into FromSQL ..
Can you share what you get in the advanced Query ? it may also be a problem
in the displayed fields listed in Format.
Regards;
Roy
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 15 October 2010 00:40
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] RT Query not allowing any Custom Field selection
To List,
I'm getting a wierd result when trying to create a search looking for a
certain value in a Custom Field that is applied to a couple Queues.
I check the Queues and add them, no problem. I check the Custom Field and
add it and I am immediately thrown into *Advanced*. Every change I make
after that cannot be applied. I just end up back in the *Advanced*screen.
It acts like there is no such Custom FIeld. I tried Like and is
and no joy.
I've checked the Custom Field and it *IS* applied to those Queues.
The Values *ARE* available for Select One
I am a SuperUser so I *should* have rights to it, but I went ahead and
added AdminCustomField, ModifyCustomField and SeeCustomField to the
group I'm in anyway. Still no joy.
When I run an SQL in SQL Navigator against the OBJECTCUSTOMFIELDVALUES
Table with this code:
select *
from OBJECTCUSTOMFIELDVALUES
where CustomField = 50111
and (Content = 'Ledger' or Content = 'Expense');
I got 12 records. None are disabled.
I'm in 3.8.7 and Queries *without *Custom Fields are working fine.
Has anyone noticed this?
Was it mentioned awhile back and I missed it?
Thanks in advance.
Kenn
LBNL
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] Another Query question: justification of data
To List, I noticed that when I run a query, the Ticket number seems to be *justified to the right* of it's column, but Priority Subject, and others are *justified left*. Does anyone know why? Does anyone know how to change that? Kenn LBNL 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] MyDay available for Homepage
To List, I got an interesting request today; a client wanted to know if it was possible to get MyDay offered as a selection for Home Page. I didn't see it in the list of options in RT_Config.pm. Has anyone done this or know how? Thanks. Kenn LBNL 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] RTIR : tag used in templates for queues Incident Reports and Blocks
The queue own tag is not taken into account in the templates included in RTIR.
--- RT-IR-2.4.4/etc/initialdata.orig2010-10-16 00:49:30.0 +0200
+++ RT-IR-2.4.4/etc/initialdata 2010-10-16 00:50:30.0 +0200
@@ -599,7 +599,7 @@
-
Please include the string:
- [{ $rtname } #{ $Ticket-id }]
+ [{ $Ticket-QueueObj-SubjectTag || $rtname } #{ $Ticket-id }]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
@@ -637,7 +637,7 @@
-
Please include the string:
- [{$rtname} #{$Ticket-id}]
+ [{$Ticket-QueueObj-SubjectTag || $rtname} #{$Ticket-id}]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
@@ -655,7 +655,7 @@
-
Please include the string:
- [{$rtname} #{$Ticket-id}]
+ [{$Ticket-QueueObj-SubjectTag || $rtname} #{$Ticket-id}]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
--
Xavier Montagutelli
Université de Limoges - Service Commun Informatique
123 Avenue ALBERT THOMAS
87060 LIMOGES CEDEX
Tél : +33 (0)5 55 45 77 20
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] RTIR : tag used in templates for queues Incident Reports and Blocks
Thanks. Pushed into 2.4 branch and will be part of RTIR 2.4.6 further versions.
On Sat, Oct 16, 2010 at 3:02 AM, Xavier Montagutelli
xavier.montagute...@unilim.fr wrote:
The queue own tag is not taken into account in the templates included in
RTIR.
--- RT-IR-2.4.4/etc/initialdata.orig 2010-10-16 00:49:30.0 +0200
+++ RT-IR-2.4.4/etc/initialdata 2010-10-16 00:50:30.0 +0200
@@ -599,7 +599,7 @@
-
Please include the string:
- [{ $rtname } #{ $Ticket-id }]
+ [{ $Ticket-QueueObj-SubjectTag || $rtname } #{ $Ticket-id }]
in the subject line of all future correspondence about this issue. To do
so,
you may reply to this message.
@@ -637,7 +637,7 @@
-
Please include the string:
- [{$rtname} #{$Ticket-id}]
+ [{$Ticket-QueueObj-SubjectTag || $rtname} #{$Ticket-id}]
in the subject line of all future correspondence about this issue. To do
so,
you may reply to this message.
@@ -655,7 +655,7 @@
-
Please include the string:
- [{$rtname} #{$Ticket-id}]
+ [{$Ticket-QueueObj-SubjectTag || $rtname} #{$Ticket-id}]
in the subject line of all future correspondence about this issue. To do
so,
you may reply to this message.
--
Xavier Montagutelli
Université de Limoges - Service Commun Informatique
123 Avenue ALBERT THOMAS
87060 LIMOGES CEDEX
Tél : +33 (0)5 55 45 77 20
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
--
Best regards, Ruslan.
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
