Re: [rt-users] ExternalAuth and password changes

[Brian Dial]

ignore this message, was doing something stupid.  i shouldn't be working on a 
friday anyway

- Original Message -
we're using ExternalAuth to autocreate users from ldap.  works great, but if a 
user changes their ldap password, RT does not seem to know about it and 
requires the old password to log in, i assume rt just stores the password 
supplied when the user first logs in?

is there any way to keep these passwords in sync?


"RK&K" and "RK&K Engineers" are registered trade names of Rummel, Klepper & 
Kahl, LLP, a Maryland 
limited liability partnership.  This message contains confidential information 
intended only for
the person or persons named above.  If you have received this message in error, 
please immediately 
notify the sender by return email and delete the message.  Thank you.

[rt-users] ExternalAuth and password changes

[Brian Dial]

we're using ExternalAuth to autocreate users from ldap.  works great, but if a 
user changes their ldap password, RT does not seem to know about it and 
requires the old password to log in, i assume rt just stores the password 
supplied when the user first logs in?

is there any way to keep these passwords in sync?


"RK&K" and "RK&K Engineers" are registered trade names of Rummel, Klepper & 
Kahl, LLP, a Maryland 
limited liability partnership.  This message contains confidential information 
intended only for
the person or persons named above.  If you have received this message in error, 
please immediately 
notify the sender by return email and delete the message.  Thank you.

Re: [rt-users] Fwd: UnPrivliged User question

[Kevin Falcone]

> They see the link for button called Show but it appears to hit a
> snag and takes you back to the report link used to get to the ticket
> details (open tickets in this case)
> 
> I do not have access to RT logs at this time and I get the sense
> that is where you will be sending me. I just wanted to make sure I
> did not make a mistake and not understand fully the options for an
> Unprivileged User

That sounds like it might be a bug, you should pay attention to the
URLs and see if it links to something outside /SelfService/

If it does, file something in the bugtracker to have it looked at.

-kevin


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Re: [rt-users] Question on CommandByMail error

[Kevin Falcone]

On Fri, Nov 12, 2010 at 10:01:13AM -0800, Kenneth Crocker wrote:
>However, if you're saying the format of the date itself (2010-11-15) is 
> wrong, then I am
>wondering what it should be since our "LocalizedDate" format is -mm-dd.

That is irrelevant.
The module does not pay attention to your date settings.

It takes a Timestamp

-kevin


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Re: [rt-users] Can't locate object method "mime_name" via package "Encode::utf8"

[Jeff Blaine]

Nevermind, fixed it.  Stupid auto-updates to Perl.

perl -MCPAN -e "install Encode" got a functioning version
to overwrite the "update" RH gave us.

On 11/12/2010 1:43 PM, Jeff Blaine wrote:

We can't open attachments with RT 3.8.7

Can't locate object method "mime_name" via package
"Encode::utf8" at /apps/rt/share/html/Ticket/Attachment/dhandler
line 78.

Google for "site:lists.bestpractical.com/pipermail/ mime_name"
fails to return anything useful.

Any ideas?

[rt-users] Can't locate object method "mime_name" via package "Encode::utf8"

[Jeff Blaine]

We can't open attachments with RT 3.8.7

Can't locate object method "mime_name" via package
"Encode::utf8" at /apps/rt/share/html/Ticket/Attachment/dhandler
line 78.

Google for "site:lists.bestpractical.com/pipermail/ mime_name"
fails to return anything useful.

Any ideas?

Re: [rt-users] Fwd: UnPrivliged User question (Kevin Falcone)

[Joe Kirby (gmail)]

On 11/12/2010 9:59 AM, rt-users-requ...@lists.bestpractical.com wrote:

5. Re: Fwd: UnPrivliged User question (Kevin Falcone)
6.

Message: 5
Date: Thu, 11 Nov 2010 19:28:49 -0500
From: Kevin Falcone
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Fwd: UnPrivliged User question
Message-ID:<20101112002849.gg...@jibsheet.com>
Content-Type: text/plain; charset="us-ascii"

On Wed, Nov 10, 2010 at 07:34:52PM -0500, Joe Kirby wrote:

  I want my self service (unprivileged) user to be able to show email.

  I have globally setup Requestor to have reply to ticket, show ticket, 
show outgoing email,
  forward email, watch.

  When I test it out the Requestor cannot see the email generated by RT via 
the Show in ticket
  history for email

Joe

Can they not see the transaction/Link at all, or does something go
wrong when they click on the link?

-kevin
-- next part --
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URL:

They see the link for button called Show but it appears to hit a snag 
and takes you back to the report link used to get to the ticket details 
(open tickets in this case)


I do not have access to RT logs at this time and I get the sense that is 
where you will be sending me. I just wanted to make sure I did not make 
a mistake and not understand fully the options for an Unprivileged User


As always thank you for your support

Joe

edu

[rt-users] Auto Reply: Re: Update.html qoutes TO and CC fields (if you want reply to all)

[joe . casadonte]

I will be out of the office on Thursday, November 11th. I will not be checking 
voicemail or email.  Please open a ticket with the otm-enginf team or contact 
Paul Hamill if you have any immediate needs.  Otherwise I'll get back to you 
when I return.

Re: [rt-users] Question on CommandByMail error

[Kenneth Crocker]

Kevin,

I'm sorry. I know I'm hard to deal with. We don't use timestamp on any of
our dates. We just use dates. Our global system default is time=>0 in our
date format:
*Set($DateTimeFormat, {Format => 'LocalizedDate', Time => 0,});

*So when we want to set a date, we just want the date, hence "Due:
2010-11-15".
However, if you're saying the format of the date itself (2010-11-15) is
wrong, then I am wondering what it should be since our "LocalizedDate"
format is -mm-dd.

Is that a clearer explanation of where I'm coming from?

Kenn
LBNL
*
*
On Fri, Nov 12, 2010 at 9:32 AM, Kevin Falcone wrote:

> On Fri, Nov 12, 2010 at 09:27:16AM -0800, Kenneth Crocker wrote:
> >Are you saying the format I use for the date itself is wrong?
>
> Yes.  Your format is wrong.
>
> I believe I've said that in each reply (I've snipped them below)
>
> -kevin
>
> >  > On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone <[1][2]
> falc...@bestpractical.com> wrote:
> >  > This is not a Timestamp, it is a Date. A Timestamp includes a
> Time.
>
>
> >  > > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote:
> >  > > A timestamp is a timestamp, what RT displays dates as by
> default.
>
> >  > > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3][3][4]
> falc...@bestpractical.com>
> >  > > > > I tried this several times, ie. Due:11-26-2010; Due:
> 2010-11-28; Due: 11-26-2010,
> >  > > > The test suite passes using a timestamp (which is what the
>

Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration)

[Brian Thompson]

Thank you Kevin!  Tried installing per your recommendation (looks likes it put 
files in their correct locations!) but I'm still not seeing a change in RT 
behavior (removed the "obj" directory and stopped/restarted the web server per 
instructions).  Here's the "make" output (anything obvious here?):

[rtrac...@ithelpdesk RT-Extension-PriorityAsString-0.03]$ perl Makefile.PL

find the location of RT.pm that defines $RT::LocalPath in: inc 
/rt/perl/lib/perl5/5.8.8 /rt/perl/lib/perl5/x86_64-linux-thread-multi 
/rt/perl/lib/perl5 /rt/perl/lib/perl5/5.8.8 /rt/perl/lib/perl5/site_perl/5.8.8 
/rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/5.8.8 
/rt/perl/lib64/perl5 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi 
/rt/perl/lib64/perl5/5.8.8 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi 
/rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
/rt/perl/lib64/perl5/site_perl/5.8.8 /rt/perl/lib64/perl5/site_perl 
/rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
/rt/perl/lib64/perl5/site_perl/5.8.8 
/rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
/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 . 
/opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 
/usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 
/usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /rt/perl /rt/perl/rt3/lib 
/rt/perl/lib/rt3 /rt/perl/lib
Path to your RT.pm:  /rt/app/lib

Using RT configuration from /rt/app/lib/RT.pm:
./html  => /rt/app/local/plugins/RT-Extension-PriorityAsString/html
./lib   => /rt/app/local/plugins/RT-Extension-PriorityAsString/lib

Checking if your kit is complete...
Looks good
Warning: prerequisite RT 3.8.3 not found.
Writing Makefile for RT::Extension::PriorityAsString
[rtrac...@ithelpdesk RT-Extension-PriorityAsString-0.03]$

Thank you!

<--Brian-->


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, November 11, 2010 4:18 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & 
Configuration)

On Thu, Nov 11, 2010 at 08:34:06AM -0800, Brian Thompson wrote:
>Hello,
> 
>I'm in the process of installing & implementing the extension
>"RT::Extension::PriorityAsString".
> 
>My first issue is with the "make"  Can anyone tell me if this compile was 
> successful? (please
>note the "Warning" although RT 3.8.8 is in fact installed and working for 
> us):
> 
>perl Makefile.PL PREFIX=/rt/perl
>Using RT configuration from /rt/perl/lib/RT.pm:
>./html  => /rt/perl/html
>./lib   => /rt/perl/lib

Using PREFIX like that has caused your extension to be installed in a 
completely nonstandard location.

It should print something like 
./html => /rt/perl/local/plugins/RT-Extension-PriorityAsString/html

>Installing /rt/perl/html/Ticket/Elements/ShowPriority
>Installing /rt/perl/html/Elements/SelectPriority

This looks like you've clobbered the shipped versions of those files.

A better way to install a plugin is as follows.

perl Makefile.PL  - answer the prompt it gives, or run RTHOME=/rt/perl perl 
Makefile.PL and see if it installs correctly

-kevin

Re: [rt-users] Question on CommandByMail error

[Kevin Falcone]

On Fri, Nov 12, 2010 at 09:27:16AM -0800, Kenneth Crocker wrote:
>Are you saying the format I use for the date itself is wrong?

Yes.  Your format is wrong.

I believe I've said that in each reply (I've snipped them below)

-kevin

>  > On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone 
> <[1][2]falc...@bestpractical.com> wrote:
>  > This is not a Timestamp, it is a Date. A Timestamp includes a Time.


>  > > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote:
>  > > A timestamp is a timestamp, what RT displays dates as by default.

>  > > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone 
> <[1][3][3][4]falc...@bestpractical.com>
>  > > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; 
> Due: 11-26-2010,
>  > > > The test suite passes using a timestamp (which is what the


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Description: PGP signature

Re: [rt-users] Question on CommandByMail error

[Kenneth Crocker]

Kevin,

My apologies. I thought I had been clear. I'm not seeing where the format is
wrong. I looked at the Tools->Offline template and used that as a basis for
my template.
Due:followed by a date

Are you saying the format I use for the date itself is wrong?

Kenn
LBNL

On Fri, Nov 12, 2010 at 9:17 AM, Kevin Falcone wrote:

> On Fri, Nov 12, 2010 at 09:11:43AM -0800, Kenneth Crocker wrote:
> >Actually, I wasn't concerned with a timestamp. I'm more concerned with
> why I'm getting an
> >error message even though the ticket fields are updated using
> CommandByMail. That's why I
> >included the "debug" info in my last note.
> >Do you have any ideas on where I can look for the problem?
>
> Because the Due fails (according to your logs).  So it logs an error.
> Perhaps you could be clearer about "the ticket fields are updated"
> since you started this thread saying that Due doesn't work and then
> showed logs where Due doesn't work because you're using the wrong
> format.
>
> -kevin
>
> >On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone <[1]
> falc...@bestpractical.com> wrote:
> >
> >  On Thu, Nov 11, 2010 at 01:53:39PM -0800, Kenneth Crocker wrote:
> >  > [Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due:
> 2010-11-28'
> >  >
> >  > My question is, can you think of how this might have happened or
> point me in a direction
> >  to
> >  > look?
> >
> >  This is not a Timestamp, it is a Date. A Timestamp includes a Time.
> >
> >  There are examples in the test suite that ships as part of the
> >  extension. Patches to update the README would be great.
> >  -kevin
> >  > On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone <[2][2]
> falc...@bestpractical.com> wrote:
> >  >
> >  > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote:
> >  > > I don't understand 'test suite' nor what 'timestamp' refers to.
> >  >
> >  > The module has a series of tests that are run before a release,
> and it
> >  > passes. That test suite tests Due.
> >  >
> >  > A timestamp is a timestamp, what RT displays dates as by default.
> >  >
> >  > Once you figure it out, documentation patches to make it clearer
> for
> >  > you are welcome in the rt.cpan queue for the module.
> >  >
> >  > -kevin
> >  > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3][3]
> falc...@bestpractical.com>
> >  wrote:
> >  > >
> >  > > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote:
> >  > > > To List,
> >  > > >
> >  > > > I'm using CommandByMail and I keep getting this error message,
> yet the data is
> >  updated:
> >  > > >
> >  > > > Failed command 'due: 2010-11-28'
> >  > > > Error message: (no message)
> >  > > >
> >  > > > Due: 2010-11-28
> >  > > >
> >  > > > The Duse was modified, so why the error message?
> >  > > >
> >  > > > I tried this several times, ie. Due:11-26-2010; Due:
> 2010-11-28; Due: 11-26-2010, etc.
> >  > >
> >  > > The test suite passes using a timestamp (which is what the
> >  > > documentation indicates). Does that work for you?
> >  > > -kevin
> >
> > References
> >
> >Visible links
> >1. mailto:falc...@bestpractical.com
> >2. mailto:falc...@bestpractical.com
> >3. mailto:falc...@bestpractical.com
>

Re: [rt-users] Question on CommandByMail error

[Kevin Falcone]

On Fri, Nov 12, 2010 at 09:11:43AM -0800, Kenneth Crocker wrote:
>Actually, I wasn't concerned with a timestamp. I'm more concerned with why 
> I'm getting an
>error message even though the ticket fields are updated using 
> CommandByMail. That's why I
>included the "debug" info in my last note.
>Do you have any ideas on where I can look for the problem?

Because the Due fails (according to your logs).  So it logs an error.
Perhaps you could be clearer about "the ticket fields are updated"
since you started this thread saying that Due doesn't work and then
showed logs where Due doesn't work because you're using the wrong
format.

-kevin

>On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone 
> <[1]falc...@bestpractical.com> wrote:
> 
>  On Thu, Nov 11, 2010 at 01:53:39PM -0800, Kenneth Crocker wrote:
>  > [Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due: 2010-11-28'
>  >
>  > My question is, can you think of how this might have happened or point 
> me in a direction
>  to
>  > look?
> 
>  This is not a Timestamp, it is a Date. A Timestamp includes a Time.
> 
>  There are examples in the test suite that ships as part of the
>  extension. Patches to update the README would be great.
>  -kevin
>  > On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone 
> <[2][2]falc...@bestpractical.com> wrote:
>  >
>  > On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote:
>  > > I don't understand 'test suite' nor what 'timestamp' refers to.
>  >
>  > The module has a series of tests that are run before a release, and it
>  > passes. That test suite tests Due.
>  >
>  > A timestamp is a timestamp, what RT displays dates as by default.
>  >
>  > Once you figure it out, documentation patches to make it clearer for
>  > you are welcome in the rt.cpan queue for the module.
>  >
>  > -kevin
>  > > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone 
> <[1][3][3]falc...@bestpractical.com>
>  wrote:
>  > >
>  > > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote:
>  > > > To List,
>  > > >
>  > > > I'm using CommandByMail and I keep getting this error message, yet 
> the data is
>  updated:
>  > > >
>  > > > Failed command 'due: 2010-11-28'
>  > > > Error message: (no message)
>  > > >
>  > > > Due: 2010-11-28
>  > > >
>  > > > The Duse was modified, so why the error message?
>  > > >
>  > > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; 
> Due: 11-26-2010, etc.
>  > >
>  > > The test suite passes using a timestamp (which is what the
>  > > documentation indicates). Does that work for you?
>  > > -kevin
> 
> References
> 
>Visible links
>1. mailto:falc...@bestpractical.com
>2. mailto:falc...@bestpractical.com
>3. mailto:falc...@bestpractical.com


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Description: PGP signature

Re: [rt-users] Question on CommandByMail error

[Kenneth Crocker]

Kevin,

Actually, I wasn't concerned with a timestamp. I'm more concerned with why
I'm getting an error message even though the ticket fields are updated using
CommandByMail. That's why I included the "debug" info in my last note.
Do you have any ideas on where I can look for the problem?

Kenn
LBNL

On Thu, Nov 11, 2010 at 4:12 PM, Kevin Falcone wrote:

> On Thu, Nov 11, 2010 at 01:53:39PM -0800, Kenneth Crocker wrote:
> >[Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due: 2010-11-28'
> >
> >My question is, can you think of how this might have happened or point
> me in a direction to
> >look?
>
> This is not a Timestamp, it is a Date.  A Timestamp includes a Time.
>
> There are examples in the test suite that ships as part of the
> extension.  Patches to update the README would be great.
>
> -kevin
>
> >On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone <[2]
> falc...@bestpractical.com> wrote:
> >
> >  On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote:
> >  > I don't understand 'test suite' nor what 'timestamp' refers to.
> >
> >  The module has a series of tests that are run before a release, and
> it
> >  passes. That test suite tests Due.
> >
> >  A timestamp is a timestamp, what RT displays dates as by default.
> >
> >  Once you figure it out, documentation patches to make it clearer for
> >  you are welcome in the rt.cpan queue for the module.
> >
> >  -kevin
> >  > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone <[1][3]
> falc...@bestpractical.com> wrote:
> >  >
> >  > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote:
> >  > > To List,
> >  > >
> >  > > I'm using CommandByMail and I keep getting this error message,
> yet the data is updated:
> >  > >
> >  > > Failed command 'due: 2010-11-28'
> >  > > Error message: (no message)
> >  > >
> >  > > Due: 2010-11-28
> >  > >
> >  > > The Duse was modified, so why the error message?
> >  > >
> >  > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28;
> Due: 11-26-2010, etc.
> >  >
> >  > The test suite passes using a timestamp (which is what the
> >  > documentation indicates). Does that work for you?
> >  > -kevin
>

Re: [rt-users] An RT mode for GNU/Emacs

[John Alberts]

On 09/30/2010 12:11 PM, Yoni Rabkin wrote: 


Hello,

I volunteer for the Free Software Foundation's GPL Compliance Lab. The
FSF uses RT internally to manage the emails sent to the Compliance
Lab. In order to streamline my work I've written an interface to RT for
GNU/Emacs. A number of people have already written extensions to the
code and we use it daily.

The code is licensed under the same license as RT (namely the GPL) and
is available via the Git version control system with the following
command:

$ git clone http://yrk.nfshost.com/repos/rt-liberation.git/

--
   "Cut your own wood and it will warm you twice"

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!



Hi.  I realize this is a pretty old post, but I was wondering if there were any 
instructions for using rt-liberation?  I'm pretty new to emacs and wanted to 
give rt-liberation a try.
I did make the info file found in the doc directory and have emacs configured 
to load.

I have this in my emacs config file:

;; for RT
(require 'rt-liberation)
(setq rt-liber-rt-binary "/home/john/bin/rt"
  rt-liber-rt-version "3.8.8")
(setq rt-liber-username "jalberts")
(require 'rt-liberation-update)

'rt ls' at the command line lists all open and new tickets.

In emacs. I hit 'meta-x' and type 'rt-liber-browse-query', hit enter, and then 
hit enter again for the query hoping to get a list of all tickets.  But it says 
'no results for query'.  I've also tried a simple query like "queue = 
'unassigned'" and get the same result.

What else do I need to do?

Thanks


-- 
John Alberts
Hosted Services
Exlibris USA
john.albe...@exlibrisgroup.com

[rt-users] _ParseQuery bug

[arko]

Hi my 3.6.3 installation started throwing errors after 
my last RHEL 5.5 yum update.  I'm getting e.g.-

 > error:  Can't locate object method "_ParseQuery" via package
 > "RT::Report::Tickets" at
 > /local/home/server/rt/lib/RT/Report/Tickets.pm line 88.
 > context:
 > ...
 > 84:  if ( !$queues && $args{'Query'} ) {
 > 85:  my @actions;
 > 86:  my $tree;
 > 87:  # XXX TODO REFACTOR OUT
 > 88:  $self->_ParseQuery( $args{'Query'}, \$tree, \...@actions );
 > 89:  $queues = $tree->GetReferencedQueues;
 > 90:  }
 > 91:
 > 92:  if ( $queues ) {
 > ...
 > code stack:  /local/home/mgds/server/rt/lib/RT/Report/Tickets.pm:88
 > /local/home/mgds/server/rt/share/html/Search/Elements/SelectGroupBy:60
 > /local/home/mgds/server/rt/share/html/Search/Results.html:88
 > /local/home/mgds/server/rt/share/html/autohandler:292
 > raw error

Has anyone seen this and/or knows a fix?  Much thanks.
Bob

Re: [rt-users] custom fields that apply to 'ticket transactions' only showing on ticket create

[Kris Germann]

Thanks Emmanuel, where would I go in my CallBack dir?

I have two sub dir's which are CheckMandatoryFields and RTx-Calendar ... 
I believe I'd have to create a Create.html for RT to call on, right?


Kris
Supervisor, Sales & Technical Support
Fibernetics Corporation
605 Boxwood Drive
Cambridge ON, N3E1A5

On 11/11/2010 01:57 PM, Emmanuel Lacour wrote:

On Thu, Nov 11, 2010 at 10:45:49AM -0500, Kris Germann wrote:

Is there a way to show a mandatory custom field ONLY when the ticket
is first created?


There is something like this in RT todo list ...

http://issues.bestpractical.com/Ticket/Display.html?id=14974&user=guest&pass=guest


I want people to enter phone numbers and dates of technical issues,
however now they are being asked to enter them again when resolving
the ticket, which really there is no point to since it's recorded
already...

As far as I know, displaying CF edit on correspond/comment/resolve is
not in RT core, but often done by a callback. You have to tweak this
callback (or EditBasics if you use this to resolve the ticket) to not
display edition of CF already filled.

Re: [rt-users] Automatically opening stalled tickets / OpenTicketAndComment

[Keith Edmunds]

> You don't provide the command line you're using, but I bet you're not
> passing --transaction.  That stopped being an implicit argument in 3.8
> (it defaulted to --transaction first in 3.6)

Thanks Kevin, you're exactly right: adding "--transaction first" fixed the
problem.

Thanks again.


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Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration)

[Kevin Falcone]

On Thu, Nov 11, 2010 at 08:34:06AM -0800, Brian Thompson wrote:
>Hello,
> 
>I'm in the process of installing & implementing the extension
>"RT::Extension::PriorityAsString".
> 
>My first issue is with the "make"  Can anyone tell me if this compile was 
> successful? (please
>note the "Warning" although RT 3.8.8 is in fact installed and working for 
> us):
> 
>perl Makefile.PL PREFIX=/rt/perl
>Using RT configuration from /rt/perl/lib/RT.pm:
>./html  => /rt/perl/html
>./lib   => /rt/perl/lib

Using PREFIX like that has caused your extension to be installed in a
completely nonstandard location.

It should print something like 
./html => /rt/perl/local/plugins/RT-Extension-PriorityAsString/html

>Installing /rt/perl/html/Ticket/Elements/ShowPriority
>Installing /rt/perl/html/Elements/SelectPriority

This looks like you've clobbered the shipped versions of those files.

A better way to install a plugin is as follows.

perl Makefile.PL  - answer the prompt it gives, or run
RTHOME=/rt/perl perl Makefile.PL 
and see if it installs correctly

-kevin



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Re: [rt-users] Fwd: UnPrivliged User question

[Kevin Falcone]

On Wed, Nov 10, 2010 at 07:34:52PM -0500, Joe Kirby wrote:
>  I want my self service (unprivileged) user to be able to show email.
> 
>  I have globally setup Requestor to have reply to ticket, show ticket, 
> show outgoing email,
>  forward email, watch.
> 
>  When I test it out the Requestor cannot see the email generated by RT 
> via the Show in ticket
>  history for email

Joe

Can they not see the transaction/Link at all, or does something go
wrong when they click on the link?

-kevin


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Re: [rt-users] Automatically opening stalled tickets / OpenTicketAndComment

[Kevin Falcone]

On Thu, Nov 11, 2010 at 06:03:20PM +, Keith Edmunds wrote:
> We use the rt-crontool with Tom Lanyon's OpenTicketAndComment.pm module to
> automatically open stalled tickets after a week, and this worked very well
> with RT3.6.
> 
> We've recently upgraded to 3.8.8, and we now get this error:
> 
> Can't call method "Message" on an undefined value
> at /usr/share/request-tracker3.8/lib/RT/Action/AutoOpen.pm line 77. 5190:
> Processing without transaction, some conditions and actions may fail.
> Consider using --transaction argument
> 
> I can see from the list that someone else had a similar problem when
> moving from 3.6 to 3.8, but I didn't find a solution.

You don't provide the command line you're using, but I bet you're not
passing --transaction.  That stopped being an implicit argument in 3.8
(it defaulted to --transaction first in 3.6)

-kevin

> Can anyone shed any light on this? For completeness, Tom's module is
> attached.
> 
> Thanks,
> Keith




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Re: [rt-users] custom fields that apply to 'ticket transactions' onlyshowing on ticket create

[Kevin Falcone]

On Thu, Nov 11, 2010 at 06:48:52PM +, Kris Germann wrote:
>Thank you, I've also forgot to mention that I'd like to keep the way the 
> content of the custom
>field displays in the transaction body with 'ticket transactions' I may be 
> wishing too much
>but who knows...

Transaction values changing will show up in history, but you'd have to
do some work to show Ticket Custom Fields in the Transaction where
they were set (in addition to the work Emmanuel mention to make Ticket
CFs available during Updates).

-kevin


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Re: [rt-users] Question on CommandByMail error

[Kevin Falcone]

On Thu, Nov 11, 2010 at 01:53:39PM -0800, Kenneth Crocker wrote:
>[Thu Nov 11 21:38:58 2010] [warning]: Failed command 'due: 2010-11-28'
> 
>My question is, can you think of how this might have happened or point me 
> in a direction to
>look?

This is not a Timestamp, it is a Date.  A Timestamp includes a Time.

There are examples in the test suite that ships as part of the
extension.  Patches to update the README would be great.

-kevin

>On Tue, Nov 9, 2010 at 1:27 PM, Kevin Falcone 
> <[2]falc...@bestpractical.com> wrote:
> 
>  On Tue, Nov 09, 2010 at 01:22:51PM -0800, Kenneth Crocker wrote:
>  > I don't understand 'test suite' nor what 'timestamp' refers to.
> 
>  The module has a series of tests that are run before a release, and it
>  passes. That test suite tests Due.
> 
>  A timestamp is a timestamp, what RT displays dates as by default.
> 
>  Once you figure it out, documentation patches to make it clearer for
>  you are welcome in the rt.cpan queue for the module.
> 
>  -kevin
>  > On Tue, Nov 9, 2010 at 12:52 PM, Kevin Falcone 
> <[1][3]falc...@bestpractical.com> wrote:
>  >
>  > On Tue, Nov 09, 2010 at 10:25:57AM -0800, Kenneth Crocker wrote:
>  > > To List,
>  > >
>  > > I'm using CommandByMail and I keep getting this error message, yet 
> the data is updated:
>  > >
>  > > Failed command 'due: 2010-11-28'
>  > > Error message: (no message)
>  > >
>  > > Due: 2010-11-28
>  > >
>  > > The Duse was modified, so why the error message?
>  > >
>  > > I tried this several times, ie. Due:11-26-2010; Due: 2010-11-28; 
> Due: 11-26-2010, etc.
>  >
>  > The test suite passes using a timestamp (which is what the
>  > documentation indicates). Does that work for you?
>  > -kevin


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Re: [rt-users] Update.html qoutes TO and CC fields (if you want reply to all)

[Kevin Falcone]

On Sat, Oct 30, 2010 at 05:55:22PM +0200, akos.to...@docca.hu wrote:
>Problem:
>I had a small annoying problem: when I reply to an email on the 
> Display.html (ticket history)
>acting as "reply to all" I can see too few information, only these: who 
> wrote this message and
>when. No sign of other to's and cc's. I always had to look into the ticket 
> history to obtain
>the other recipients (to's and cc's).
> 
>Solution:
>Now I put a few lines into the MessageBox file (html/Elements/MessageBox) 
> to show more header
>info on the top of the qouted message. (I know it could be cleaner - I'm 
> not a perl master.)

There are methods to get those Headers, which you should really switch
to using.  In 3.8, you should get a list of 'other contacts' in the
One-Time area who you can check off.

A patch to show "This transaction that you're replying to was also
sent to these people who are not currently Watchers" would be really
interested.  Although I'm not sure I would want those emails to be in
the MessageBox.  I'd probably want an informational message.

-kevin

>Next step:
>I'd be happy to have a "reply all comment" link at all the transactions on 
> the Display.html,
>and fulfilled the "one time cc" field with all the recipients.
>If anyone has manpower to carry on, I would be happy. If not, I'll be back 
> (sooner or later)
>with that patch.
> 
>Regards,
> 
>Akos




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