[rt-users] Unable to create ticket using self service portal

[Sandeep]

Hi,

I am using RT 3.8.7 on Centos 5.3.

Authentication is through Active Directory. RT_Authen_external plugin is
used.

Authentication is working fine. When I try to create a ticket it says

No permission to Display Ticket (No Detail)


In RT_SiteConfig.pm

require "/opt/rt3/local/plugins/RT-
Authen-ExternalAuth/etc/RT_SiteConfig.pm";
Set($AutoCreate,{Privileged => 0});

Permissions are as follows

Everyone : Create Ticket, comment  on tickert, show queue, show ticket,

Am I missing some thing. ?

Thanks
Sandeep

Re: [rt-users] Exclude email sender from ticket notifications

[Kevin Falcone]

On Thu, Feb 10, 2011 at 01:02:45PM -0600, Fritz Mahnke wrote:
> Hello, I am looking for a way to stop a user from receiving an email
> notification when they update a ticket by email. In other words, I
> would like to modify the Scrip
> 
> "On Correspond Notify Requestors and Ccs with template Correspondence"
> 
> so if u...@domain.com is on the Cc list, they do not receive the
> notification back to them when they update a ticket by email.
> 
> Would the best way to do this be creating a new Scrip with Custom
> Condition? Or is there a better workflow?

Sounds like you turned $NotifyActor in your config from the default of
0 to 1 and want to turn it back.

-kevin


pgpmsCRtsN4K1.pgp
Description: PGP signature

[rt-users] Problems with RequestTracker

[Michelle Konzack]

Hello,

arround two years ago I had already asked this, but now it  is  more  or
less urgent.

I run IBM eServer with a bunch of Apache VHosts and several customers.

With RT it is not possibel,  to  run  one  VHost  and  have  e.g.  three
differnt targets like "abuse", "support" and "info" like

http://support.customer1.com/abuse/
/info/
/support/
http://support.customer2.com/abuse/
/info/
/support/
...

Also it is not possibel to have more then  one  customer  on  a  server,
because RT  enforce  to  use  ONE  database  instead  one  database  per
customer and target.

Then I modified RT to support the two things above, but now  I  get  the
hell of mySQL performance and it crash all the time

Does someone know a more suitable RequestTracker
for this kind of usage?

Also it should support PostgreSQL and use PHP5 or PHP6

The servers are IBM eServer x345 with Xeon DualCore 3GHz, 8 GByte memory
and 6x 147 GByte U320/15k SCSI Drives (Raid-5 + Hotfix)

Note:   I have also tried OTRS but it sucks from the beginnig. It
maybe run for a singe instance with a singel  target  but
it does not work in a bigger PRO environment because I am
local ISP an have to handel several 10.000 FTTH customers

Thanks, Greetings and nice Day/Evening
Michelle Konzack

-- 
# Debian GNU/Linux Consultant ##
   Development of Intranet and Embedded Systems with Debian GNU/Linux

itsystems@tdnet France EURL   itsystems@tdnet UG (limited liability)
Owner Michelle KonzackOwner Michelle Konzack

Apt. 917 (homeoffice)
50, rue de Soultz Kinzigstraße 17
67100 Strasbourg/France   77694 Kehl/Germany
Tel: +33-6-61925193 mobil Tel: +49-177-9351947 mobil
Tel: +33-9-52705884 fix

  
 

Jabber linux4miche...@jabber.ccc.de

Linux-User #280138 with the Linux Counter, http://counter.li.org/


signature.pgp
Description: Digital signature

Re: [rt-users] search by CommentedOnBy?

[Chris Hall]

I hate to necro an old, dead thread but.. this seems to have come up again..
from two separate people.  I did figure out if I edited the advanced section
and added __CommentedOnBy__ I could at least see who the last person was to
comment on a ticket, but here's my current problem:

Helpdesk manager person has some software that spits out how many calls a
given worker does, and wants to compare this with the RT records.  For
example, Worker A takes 54 calls in a night.  Helpdesk manager person wants
to check the RT records to see if he has made 54 comments for that given
night.  Kind of a making sure ppl are doing what they're supposed to be
doing.

So sometime before the end of the month, I need to figure out a way to form
a query to show all comments in a given month.  Maybe not "show" them, but
just a list to say... Worker A commented on the following tickets this
month.

Does anybody have any suggestions where I could start with something like
this?

On Tue, Jan 4, 2011 at 9:56 AM, Kevin Falcone wrote:

> On Tue, Jan 04, 2011 at 08:32:21AM -0500, Kris Germann wrote:
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com
> > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
> Falcone
> > Sent: Tuesday, January 04, 2011 8:24 AM
> > To: rt-users@lists.bestpractical.com
> > Subject: Re: [rt-users] search by CommentedOnBy?
> >
> > > > On Mon, Jan 03, 2011 at 06:16:42PM -0500, Chris Hall wrote:
> > > >That's close I think, but not quite what I'm looking for. I
> couldn't
> > get your line to work..
> > > >although I could see how it's not exactly what they're looking
> for.
> > They want to search for
> > > >everything a particular user has commented on on the current day.
> > That would potentially show
> > > >things a user had commented on in a previous day, and another
> person
> > had commented on today.
> >
> > > CommentedOnBy is not a valid RT 3.8 search term
> > > The search you're trying to build goes against Transactions and would
> > > require code.
> > Which installation is this specific to? I am running RT Ver 3.8.8 (On
> > Freeside 2.1.2cvs) and my terms of CommentedOnBy = 'user1' LastUpdatedOn
> =
> > 'today' appear to work fine... Or is it something more specific.
>
> Sounds like you have custom code
>
> $ rt/3.8 (3.8-trunk)$ grep -r CommentedOnBy lib/
>
> -kevin
>

Re: [rt-users] RT-Users Digest, Vol 83, Issue 36

[Joe Kirby (gmail)]

On 2/10/2011 2:03 PM, rt-users-requ...@lists.bestpractical.com wrote:

Send RT-Users mailing list submissions to
rt-users@lists.bestpractical.com

To subscribe or unsubscribe via the World Wide Web, visit
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
or, via email, send a message with subject or body 'help' to
rt-users-requ...@lists.bestpractical.com

You can reach the person managing the list at
rt-users-ow...@lists.bestpractical.com

When replying, please edit your Subject line so it is more specific
than "Re: Contents of RT-Users digest..."


Today's Topics:

1. unsubscribe (Dougherty Paul)
2. Re: How to Assign a value to a Custom Field using Requestor
   Real Name (Kenneth Crocker)
3. RT Content Area - Create Link (Andy GOKTAS)
4. Exclude email sender from ticket notifications (Fritz Mahnke)


--

Message: 1
Date: Thu, 10 Feb 2011 10:31:42 -0800
From: "Dougherty Paul"
To: rt-users@lists.bestpractical.com
Subject: [rt-users] unsubscribe
Message-ID:

Content-Type: text/plain; charset="us-ascii"

unsubscribe



-- next part --
An HTML attachment was scrubbed...
URL:<http://lists.bestpractical.com/pipermail/rt-users/attachments/20110210/bfe194ad/attachment-0001.html>

--

Message: 2
Date: Thu, 10 Feb 2011 10:43:53 -0800
From: Kenneth Crocker
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] How to Assign a value to a Custom Field using
Requestor Real Name
Message-ID:

Content-Type: text/plain; charset="iso-8859-1"

Joe,

I'm curious why you want a report in a User's home page that would show
tickets *requested by other users* because their last name uses the same
letter (ie. CF with A - G). Why not just have a report that shows all
non-resolved tickets for which they are the Requestor? That would certainly
be easier to write and set up.

Just a thought.

Kenn
LBNL

In this case the Requestors are Students and Faculty from the Campus at 
large and they want to organize all their groups tickets by Requestor 
last name instead of by queues they managed


They have indicated that this provides a more personalized approach in 
that folks from A-F always get the same Counselor responding to them no 
matter what queue they inidcated for their problem


I realize this is a bit unusual but it is real important to this 
particular organization


Thanks

Joe

On Wed, Feb 9, 2011 at 11:08 AM, Joe Kirby (gmail)  wrote:


  My users would like to have reports on their RT-at-a-Glance page which
would parse out their tickets from several queues into a report grouped by
the requestors initial of their last name.

For example group 1 may be A-F, Group 2 G-K, etc.

I was thinking of having a Custom Field associated with their queues that
was set at time of entry and then have the report use that value in this
field (A-Z) to select records

My problem is that I do not know the field name for the Requestors Real
Name as indicated in the ?? marks below.

Additionally, I am VERY open if someone has a better idea.

Below is the script I was going to have exec at New Ticket entry

Any help is greatly appreciated

Thanks

Joe

  my $CFName = 'Last Name Grouping';
my $RecTransaction = 1;


   my $QueueObj = $self->TicketObj->QueueObj;
   my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *);
   $CFObj->LoadByNameAndQueue( Name =>  $CFName, Queue =>  $QueueObj->id );
   unless( $CFObj->id ) {
 $RT::Logger->warning("custom field '$CFName' isn't defined for queue
'". $QueueObj->Name ."'");
 return undef;
   }



   my $RequestorRealName = '*??Requestor.RealName??*';
   my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,'
',-1,1)+1,1);

   unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) {
 my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
   Field =>  $CFObj->id,
   Value =>  $LastInitial,
   RecordTransaction =>
$RecTransaction );
 unless( $st ) {
   $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF
$CFName:". $msg );
   return undef;
 }
   }

   return 1;

--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response - http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu



-- next part --
An HTML attachment was scrubbed...
URL:<http://lists.bestpractical.com/pipermail/rt-users/attachments/20110210/2c1e5421/attachment-0001.html>

--

[rt-users] Exclude email sender from ticket notifications

[Fritz Mahnke]

Hello, I am looking for a way to stop a user from receiving an email
notification when they update a ticket by email. In other words, I
would like to modify the Scrip

"On Correspond Notify Requestors and Ccs with template Correspondence"

so if u...@domain.com is on the Cc list, they do not receive the
notification back to them when they update a ticket by email.

Would the best way to do this be creating a new Scrip with Custom
Condition? Or is there a better workflow?

Best regards,
Fritz Mahnke

[rt-users] RT Content Area - Create Link

[Andy GOKTAS]

Hello, 

I'm trying to remember how to make a clickable link (after saving/updating a 
ticket) within a comment/reply, etc.  

It is something like: 
-  RT[##], [RT##], RT[###], []

Did it before, I just can't remember.  

BTW, ## = ticket number

I'm not referring to the "Link" section of a ticket.  I am aware of that. ;)  

Thanks,
Andy Goktas

Re: [rt-users] How to Assign a value to a Custom Field using Requestor Real Name

[Kenneth Crocker]

Joe,

I'm curious why you want a report in a User's home page that would show
tickets *requested by other users* because their last name uses the same
letter (ie. CF with A - G). Why not just have a report that shows all
non-resolved tickets for which they are the Requestor? That would certainly
be easier to write and set up.

Just a thought.

Kenn
LBNL

On Wed, Feb 9, 2011 at 11:08 AM, Joe Kirby (gmail)  wrote:

>  My users would like to have reports on their RT-at-a-Glance page which
> would parse out their tickets from several queues into a report grouped by
> the requestors initial of their last name.
>
> For example group 1 may be A-F, Group 2 G-K, etc.
>
> I was thinking of having a Custom Field associated with their queues that
> was set at time of entry and then have the report use that value in this
> field (A-Z) to select records
>
> My problem is that I do not know the field name for the Requestors Real
> Name as indicated in the ?? marks below.
>
> Additionally, I am VERY open if someone has a better idea.
>
> Below is the script I was going to have exec at New Ticket entry
>
> Any help is greatly appreciated
>
> Thanks
>
> Joe
>
>  my $CFName = 'Last Name Grouping';
> my $RecTransaction = 1;
>
>
>   my $QueueObj = $self->TicketObj->QueueObj;
>   my $CFObj = RT::CustomField->new( $QueueObj->*??Requestor.RealName?? *);
>   $CFObj->LoadByNameAndQueue( Name => $CFName, Queue => $QueueObj->id );
>   unless( $CFObj->id ) {
> $RT::Logger->warning("custom field '$CFName' isn't defined for queue
> '". $QueueObj->Name ."'");
> return undef;
>   }
>
>
>
>   my $RequestorRealName = '*??Requestor.RealName??*';
>   my $LastInitial = substr($RequestorRealName ,instr($RequestorRealName ,'
> ',-1,1)+1,1);
>
>   unless( $self->TicketObj->FirstCustomFieldValue( $CFObj->id ) ) {
> my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue(
>   Field => $CFObj->id,
>   Value => $LastInitial,
>   RecordTransaction =>
> $RecTransaction );
> unless( $st ) {
>   $RT::Logger->warning( "Couldn't set $DefaultValue as value for CF
> $CFName:". $msg );
>   return undef;
> }
>   }
>
>   return 1;
>
> --
> Joe Kirby , Assistant Vice President, Business Systems
> Division of Information Technology (DoIT)
> Support Response - http://www.umbc.edu/oit
> Administration 627
> Office - 410-455-3020
> Email - ki...@umbc.edu
>
>

[rt-users] unsubscribe

[Dougherty Paul]

unsubscribe

 

Re: [rt-users] per-"software project" oriented queue or per-"service" ?

[Kenneth Crocker]

Fabrizio,

Why not a third option? Create a Queue for each SW project, then when the
project is over, just rename the Queue to indicate it now serves as an
"Application Support" Queue to handle *future bugs, enhancements and
Customization requests*? The Queue stays alive and ALL history for all kinds
of work done for that software is in one place. That would be especially
helpful if a request for a customization comes along and the engineer wants
to know why certain tasks were designed/coded a particular way, the
email/comments history would be helpful.

Just a thought.

Kenn
LBNL

On Thu, Feb 10, 2011 at 2:51 AM, Fabrizio Sebastiani
wrote:

> I have browsed unuseful much on RT docs & resources: wiki, FAQ etc...
>
> in the RT book i have read that the RT logic and philosophy discourages
> creation of queues
> that have short lifetime due "users, groups, and queues" are thought to be
> stable during time.
>
> I need to manage bug tracking for different software projects, more or less
> in the same way. Each software project has a defined lifetime (some month,
> in average, and then is "closed") and each of them has a different
> development team, verification team, QA team etc...
>
> I see two possibilities:
> 1) define one queue "sw-bugs" and manage different project apportionment
> using a Custom Fields named "Project" with values
> "Project1","Project2","Project3"... ; but how to manager membership in this
> way? Is it a problem if such values changes oftern during time?
> 2) use one different queue for each sw project: this seems to be much
> reasonable , but all configuration examples that I see about RT seems to not
> to be a best practice in general: does it have some side effect to have a
> constantly growing set of queues in the RT instance?
>
> what does it seems to be a best practice of the two above ?
>
> Thank you for you help!
>
> --
> Fabrizio Sebastiani
> NERGAL srl - Via B. Bardanzellu, 8 - 00155 Roma - Italy
> web: http://www.nergal.it
> office phone   : +39-06-40801173
> office fax : +39-06-40801283
> mobile : +39-328-3139798
> e-mail : fabrizio.sebasti...@nergal.it
>
>

[rt-users] Fwd: How to Assign a value to a Custom Field using Requestor Real Name

[Joe Kirby (gmail)]

My users would like to have reports on their RT-at-a-Glance page which 
would parse out their tickets from several queues into a report grouped 
by the requestors initial of their last name.


For example group 1 may be A-F, Group 2 G-K, etc.

I was thinking of having a Custom Field associated with their queues 
that was set at time of entry and then have the report use that value in 
this field (A-Z) to select records


My problem is that I do not know the field name for the Requestors Real 
Name as indicated in the ?? marks below.


Additionally, I am VERY open if someone has a better idea.

Below is the script I was going to have exec at New Ticket entry

Any help is greatly appreciated

Thanks

Joe

my $CFName = 'Last Name

Grouping';
my $RecTransaction = 1;


 my $QueueObj =

$self->TicketObj->QueueObj;
 my $CFObj =

RT::CustomField->new( $QueueObj->*??Requestor.RealName??

*);


 $CFObj->LoadByNameAndQueue( Name => $CFName, Queue

=> $QueueObj->id );
 unless( $CFObj->id ) {


   $RT::Logger->warning("custom field '$CFName' isn't

defined for queue '". $QueueObj->Name ."'");
   return undef;
 }



 my $RequestorRealName = '*??Requestor.RealName??*';
 my $LastInitial =

substr($RequestorRealName ,instr($RequestorRealName ,'

',-1,1)+1,1);

 unless(

$self->TicketObj->FirstCustomFieldValue( $CFObj->id )

) {
   my( $st, $msg ) =

$self->TicketObj->AddCustomFieldValue(


 Field =>

$CFObj->id,


 Value =>

$LastInitial,


 RecordTransaction

=> $RecTransaction );
   unless( $st ) {


 $RT::Logger->warning( "Couldn't set $DefaultValue as

value for CF $CFName:". $msg );
 return undef;
   }
 }

 return 1;

--
Joe Kirby , Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response -http://www.umbc.edu/oit
Administration 627
Office - 410-455-3020
Email -ki...@umbc.edu

Re: [rt-users] LDAP users failing to login

[Kevin Falcone]

On Thu, Feb 10, 2011 at 12:21:39PM -0500, Vance Walsh wrote:
>Recently I changed the account creation to be unprivledged.
>Whan an LDAP user who doesn't have an account yet in RT logs in they 
> receive this error
>Can't coerce array into hash at
>
> /opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm 
> line 124.

Looks like you changed the account creation incorrectly (meaning you
set $AutoCreate wrong)

-kevin


pgpAivJoJUohS.pgp
Description: PGP signature

[rt-users] LDAP users failing to login

[Vance Walsh]

Recently I changed the account creation to be unprivledged.

Also I just Installed RTFM 2.4.3

Whan an LDAP user who doesn't have an account yet in RT logs in they receive
this error

Can't coerce array into hash at
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 124. 

Thanks

Also the pod introduction file was exactly what I wa slooking for on the Wiki

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

[rt-users] Convenient email communication?

[Tyler Harding]

Hello,

I'm new to RT, so apologies for the newbie question.

Right now, my queue's ticket owners are sent emails whenever their tickets
are changed in any way. I'd like our ticket owners to be able to interact
with Requestors/CCs/AdminCCs by simply replying via email.

Right now, we're achieving that with a simple scrip: On correspond, notify
Owner/Requestors/CCs/AdminCCs with Correspondence template. However, that
has spammy side effects. (When requestors correspond, they get notified of
their own correspondence etc.)

Can someone point me in the right direction? Do I need to write a custom
scrip?

Thank you,

-Tyler 

Re: [rt-users] Adding a mailto link on the login page

[Kevin Falcone]

On Thu, Feb 10, 2011 at 11:39:01AM -0500, Narayanaswamy, Nagaraj wrote:
>Hi,
> 
> 
> 
>I was wondering if there is an example out somewhere which shows how to 
> add a mailto link or
>something like that in case the user cannot login to RT to even open a 
> ticket, may be a mail
>to RT administrator?

Use the AfterForm callback in Elements/Login


pgpkcfX1rfbm2.pgp
Description: PGP signature

[rt-users] Adding a mailto link on the login page

[Narayanaswamy, Nagaraj]

Hi,

I was wondering if there is an example out somewhere which shows how to add a 
mailto link or something like that in case the user cannot login to RT to even 
open a ticket, may be a mail to RT administrator?

Thanks,

Re: [rt-users] RT-Users Digest, Vol 83, Issue 32

[Kevin Falcone]

On Thu, Feb 10, 2011 at 10:09:45AM -0500, Vance Walsh wrote:
>Yeah the install Doc on the wiki said 2.4.1 I updated the doc  to 2.4.3 
> and will give it a
>shot.

I didn't realize someone had duplicated the README on the wiki, I've
fixed it to use the versionless download and to point out the README

On Thu, Feb 10, 2011 at 11:29:03AM -0500, Vance Walsh wrote:
>Sorry for the duplicate email. Eanted this in the right thread
> 
>I can now set permissions etc and build articles. Only issue now is if I
>build an article manually I am unable to edit the "Content" Field. I can
>change everything else including everything in Basic, Links and Topics.

If you read the README, it will point you to Introduction.pod which
covers this.

-kevin


pgpXK299nQMcx.pgp
Description: PGP signature

Re: [rt-users] RTFM new install question

[Vance Walsh]

Sorry for the duplicate email. Eanted this in the right thread


I can now set permissions etc and build articles. Only issue now is if I
build an article manually I am unable to edit the "Content" Field. I can
change everything else including everything in Basic, Links and Topics.




---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

Re: [rt-users] RT-Users Digest, Vol 83, Issue 32

[Vance Walsh]

I can not set permissions etc and build articles. Only issue now is if I
build an article manually I am unable to edit the "Content" Field. I can
change everything else including everything in Basic, Links and Topics.

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

Re: [rt-users] RT-Users Digest, Vol 83, Issue 32

[Vance Walsh]

Yeah the install Doc on the wiki said 2.4.1 I updated the doc  to 2.4.3 and
will give it a shot.

---

Vance Walsh
Network and Systems Administrator
Concord Academy - Concord, Mass.

Re: [rt-users] Auto advance due date?

[David Gibbs]

Kenneth Crocker wrote:
> Try this:
> 
> Description: On Correspond Update Due

Kenn:

Thanks!  That works exactly the way I need it to.

david
-- 
IBM i on Power Systems - For when you can't afford to be out of business

[rt-users] per-"software project" oriented queue or per-"service" ?

[Fabrizio Sebastiani]

I have browsed unuseful much on RT docs & resources: wiki, FAQ etc...

in the RT book i have read that the RT logic and philosophy discourages 
creation of queues
that have short lifetime due "users, groups, and queues" are thought to 
be stable during time.


I need to manage bug tracking for different software projects, more or 
less in the same way. Each software project has a defined lifetime (some 
month, in average, and then is "closed") and each of them has a 
different development team, verification team, QA team etc...


I see two possibilities:
1) define one queue "sw-bugs" and manage different project apportionment 
using a Custom Fields named "Project" with values 
"Project1","Project2","Project3"... ; but how to manager membership in 
this way? Is it a problem if such values changes oftern during time?
2) use one different queue for each sw project: this seems to be much 
reasonable , but all configuration examples that I see about RT seems to 
not to be a best practice in general: does it have some side effect to 
have a constantly growing set of queues in the RT instance?


what does it seems to be a best practice of the two above ?

Thank you for you help!

--
Fabrizio Sebastiani
NERGAL srl - Via B. Bardanzellu, 8 - 00155 Roma - Italy
web: http://www.nergal.it
office phone   : +39-06-40801173
office fax : +39-06-40801283
mobile : +39-328-3139798
e-mail : fabrizio.sebasti...@nergal.it