[rt-users] setting up approvals on RT 4.0.1
Hi All, I am trying to set up approvals on RT 4.0.1 and I am following http://requesttracker.wikia.com/wiki/ApprovalCreation but in this document it talks about copying scripts and templates from _Approval queue. I can only find 5 templates but there are no scripts Thanks and Regards RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT see attachments as winmail.dat (application/ms-tnef)
Hi All, Since we changed our email provider, every attachment sent from Outlook arrives on RT (3.8.8-7+squeeze1) listed as winmail.dat. I've read somewhere that I could use ytnef to pipe the email before sending it to RT, but it doesn't exist in debian squeeze anymore, and there is no update on Sourceforge since 2004 : Is there something else that replace it ? On a side note, if you could help me understand/better setup : -people sending their email from Outlook : attachment is listed in RT as winmail.dat, AdminCC who use Outlook do receive the creation email, AdminCC using something else don't. - people sending their email from another email-client : everyone receives the ticket creation, attachment is correctly registered in RT. Thank you in advance Nicolas GUIOT RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Unknown encoding 'GB18030' at RT4.0.4
On Thu, Dec 29, 2011 at 05:47, nectar nectar...@gmail.com wrote: Sir, Emails which encode with 'GB18030' can not receive by RT-4.0.4. Mail log as: Dec 29 08:51:08 server postfix/local[26843]: A58FF51008F: to=email-address, relay=local, delay=239881, delays=239880/0.95/0/0.35, dsn=4.3.0, status=deferred (temporary failure. Command output: RT server error. The RT server which handled your email did not behave as expected. It said: Unknown encoding 'GB18030' at /opt/rt4/sbin/../lib/RT/I18N.pm line 323 Stack: [/usr/local/lib/perl5/5.10.1/Carp.pm:44] [/usr/local/lib/perl5/5.10.1/i686-linux-thread-multi/Encode.pm:189] [/opt/rt4/sbin/../lib/RT/I18N.pm:323] [/opt/rt4/sbin/../lib/RT/I18N.pm:542] [/opt/rt4/sbin/../lib/RT/I18N.pm:214] [/opt/rt4/sbin/../lib/RT/EmailParser.pm:282] [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1400] [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] ) I tried to install Encode::HanExtra, but still have the same error message. Have you restarted web server after installing module? Doc says that module is loaded on demand and there is no additional steps required, so in theory after installing Encode::HanExtra things should work. Refer: http://www.gossamer-threads.com/lists/rt/commit/106389 -- Jia RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT see attachments as winmail.dat (application/ms-tnef)
Sorry to bother again, but we found the solution : as it's an Office365 platform, we had to configure the contact on the server : Set-MailContact Kim Akers -UseMapiRichTexFormat Never Bye Nicolas On Thu, 29 Dec 2011 10:02:26 +0100, Nicolas GUIOT wrote: Hi All, Since we changed our email provider, every attachment sent from Outlook arrives on RT (3.8.8-7+squeeze1) listed as winmail.dat. I've read somewhere that I could use ytnef to pipe the email before sending it to RT, but it doesn't exist in debian squeeze anymore, and there is no update on Sourceforge since 2004 : Is there something else that replace it ? On a side note, if you could help me understand/better setup : -people sending their email from Outlook : attachment is listed in RT as winmail.dat, AdminCC who use Outlook do receive the creation email, AdminCC using something else don't. - people sending their email from another email-client : everyone receives the ticket creation, attachment is correctly registered in RT. Thank you in advance Nicolas GUIOT RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Sphinx fulltext index v4.0.4
Here is the process I used. From Mysql-5.5.17 source Move the sphinx source directory msqlse (I used sphinx-2.0.2-beta) to storage/sphinx in the source tree cmake \ -DWITH_UNIXODBC=1 \ -DWITH_INNOBASE_STORAGE_ENGINE=1 \ -DWITH_ARCHIVE_STORAGE_ENGINE=1 \ -DWITH_SPHINX_STORAGE_ENGINE=1 \ -DDEFAULT_CHARSET=utf8 \ -DDEFAULT_COLLATION=utf8_general_ci \ -DWITH_SSL=yes Once mysql is compiled and installed you just need to install the plugin mysql INSTALL PLUGIN sphinx SONAME 'ha_sphinx.so'; mysqls elect * from mysql.plugin; This should indicated that the sphinx plugin is installed. -Original Message- From: Luciano Ernesto da Silva [mailto:luci...@cpd.ufrgs.br] Sent: Thursday, December 29, 2011 12:27 PM To: Poulter, Dale Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Sphinx fulltext index v4.0.4 Hello Dale, Can you point me how did you compiled sphinxSE with MySQL? I tryed compile MySQL 5.1.41 with sphinx, but not worked for me in Ubuntu 10.04, following instructions from Sphinx site. Thanks Luciano -Original Message- From: rt-users-boun...@lists.bestpractical.com on behalf of Poulter, Dale Sent: Thu 12/29/2011 1:15 PM To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Thanks. I was just about to send out a note. It appears the v4 was installed on top of the v3.8.5 instance which caused many issues. I did a clean install and everything is working as of a few minutes ago. Thanks again for all of your help! -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, December 29, 2011 9:14 AM To: Poulter, Dale Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Hi, Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen. On Thu, Dec 29, 2011 at 17:26, Poulter, Dale dale.poul...@vanderbilt.edu wrote: Here is the output from the debug log. The mysql log did not have any errors. [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /apps/rt385/local/html /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html /apps/rt385/local/plugins/RT-Extension-MergeUsers/html /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html /apps/rt385/local/plugins/RT-Extension-MobileUI/html /apps/rt385/share/html (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282.
Re: [rt-users] Sphinx fulltext index v4.0.4
Thanks. I was just about to send out a note. It appears the v4 was installed on top of the v3.8.5 instance which caused many issues. I did a clean install and everything is working as of a few minutes ago. Thanks again for all of your help! -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, December 29, 2011 9:14 AM To: Poulter, Dale Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Hi, Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen. On Thu, Dec 29, 2011 at 17:26, Poulter, Dale dale.poul...@vanderbilt.edu wrote: Here is the output from the debug log. The mysql log did not have any errors. [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /apps/rt385/local/html /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html /apps/rt385/local/plugins/RT-Extension-MergeUsers/html /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html /apps/rt385/local/plugins/RT-Extension-MobileUI/html /apps/rt385/share/html (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line
[rt-users] RT's custom fields support hierarchies by categorizing values based on the values of another custom field.
I am setting up customized fields in RT to support our aviation company. I have added 2 customized fields - one is called SITES and the other is called DEPARTMENTS. What I want to do is have the departments field values based on what is selected from SITES. Can anyone provide any suggestions? I am new to RT and was hoping someone could give me a hand. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Limiting by custom field on Time Worked report
Hello! I'm trying to figure out how to get a custom field onto the Time Worked report here: http://requesttracker.wikia.com/wiki/TimeWorked The idea is to allow filtering of results by a custom field in a ticket. I've been trying to wrap my head around the processes/syntax or RT for hours - any guru out there willing to share some knowledge? ~John -- View this message in context: http://old.nabble.com/Limiting-by-custom-field-on-Time-Worked-report-tp33050563p33050563.html Sent from the Request Tracker - User mailing list archive at Nabble.com. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Help with shredder in 3.8.10
On Tue, Dec 27, 2011 at 02:22:57PM -0500, Dennis Comeaux wrote: Ah HA! Use rtx-shredder 0.07, downloadable from cpan.� rtx-shredder 0.07 is actually 4+ years old and you shouldn't be using it against 3.8.10. Unfortunately, a code cleanup in 3.8.10 broke what you're trying to do. There's a patch on 3.8-trunk which will be released in 3.8.11 You can download it and apply it manually with: 5add26c8d76d8a25626ba02ebafe0734fb34619f -kevin [root@rtrestore090327 sbin]# pwd /root/RTx-Shredder-0.07/sbin [root@rtrestore090327 sbin]# ./rtx-shredder --plugin help-Tickets USAGE � masks � � � If any argument is marked with keyword `mask' then it means that this � � � argument support two special characters: � � � 1) `*' matches any non empty sequence of the characters. For example � � � `*@[1]example.com' will match any email address in `[2]example.com' domain. � � � 2) `?' matches exactly one character. For example `' will match any � � � string four characters long. ARGUMENTS � � � Arguments which all plugins support. � limit - unsigned integer � � � Allow you to limit search results. Default value is `10'. NAME � � � RTx::Shredder::Plugin::Tickets - search plugin for wiping tickets. ARGUMENTS � queue - queue name � � � Search tickets only in particular queue. � status - ticket status � � � Search tickets with specified status only. 'deleted' status is also � � � supported. � updated_before - date � � � Search tickets that were updated before some date. Example: '2003-12-31 � � � 23:59:59' [root@rtrestore090327 sbin]# On Tue, Dec 27, 2011 at 2:07 PM, Dennis Comeaux [3]dennis.come...@gmail.com wrote: I know we should be upgrading, but you know how that goes. So I am stuck on 3.8.10 and I am trying to take some old restores and integrate that data into one big new server which can handle the load. So, I have restored the data I want to a new server.� I am now trying to get that data OUT of the server with the shredder command (/opt/rt3/sbin/rt-shredder).� What do I need to change to get it to see the plugin? [root@rtarchives sbin]# ./rt-shredder --plugin list Plugins list: Objects Users Attachments Summary Tickets SQLDump [root@rtarchives sbin]# ./rt-shredder --plugin help-Tickets Couldn't find plugin 'Tickets' Plugins list: Objects Users Attachments Summary Tickets SQLDump [root@rtarchives sbin]# -- Deo Vindice -- il n'y a pas de liberte s'il y a dependance � � --Theobalt References Visible links 1. http://example.com/ 2. http://example.com/ 3. mailto:dennis.come...@gmail.com RT Training Sessions (http://bestpractical.com/services/training.html) * Boston ? March 5 6, 2012 pgpaIW9og3L9n.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Limiting by custom field on Time Worked report
Hi.
I have created a modification of this script that groups and summarizes the
time by a custom field (named Customer). I have attached the modified script.
/Johan
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Johnny.five
Sent: den 29 december 2011 16:09
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Limiting by custom field on Time Worked report
Hello!
I'm trying to figure out how to get a custom field onto the Time Worked
report here:
http://requesttracker.wikia.com/wiki/TimeWorked
The idea is to allow filtering of results by a custom field in a ticket.
I've been trying to wrap my head around the processes/syntax or RT for
hours
- any guru out there willing to share some knowledge?
~John
--
View this message in context: http://old.nabble.com/Limiting-by-custom-
field-on-Time-Worked-report-tp33050563p33050563.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
<%args>
$startdate => undef
$enddate => undef
$queues=> undef
<& /Elements/Header, Title => $title &>
<& /Tools/Reports/Elements/Tabs, current_tab => 'Tools/Reports/TimeWorkedCustomer.html', Title => $title &>
<%init>
my ($start_date, $end_date, $effective_end_date, $title);
$title = loc('Time worked report');
$start_date = RT::Date->new($session{'CurrentUser'});
$end_date = RT::Date->new($session{'CurrentUser'});
# If we have a value for start date, parse it into an RT::Date object
if ($startdate) {
$start_date->Set(Format => 'unknown', Value => $startdate);
# And then get it back as an ISO string for display purposes, in the form field and
# report header
$startdate = $start_date->AsString(Format => 'ISO', Timezone => 'server');
}
# Same treatment for end date
if ($enddate) {
$end_date->Set(Format => 'unknown', Value => $enddate);
$enddate = $end_date->AsString(Format => 'ISO', Timezone => 'server');
}
<&|/l&>Start date:
<& /Elements/SelectDate, Name => 'startdate', Default => ($startdate) ? $start_date->AsString(Format => 'ISO', Timezone => 'server') : ''&>
(report will start from midnight on this day unless you indicate otherwise)
<&|/l&>End date:
<& /Elements/SelectDate, Name => 'enddate', Default => ($enddate) ? $end_date->AsString(Format => 'ISO', Timezone => 'server') : ''&>
(report will -not- be inclusive of this day unless you change the time from midnight)
<&|/l&>Queues:
<& /Elements/SelectMultiQueue, Name => 'queues', Default => ($queues) ? $queues : ''&>
<& /Elements/Submit&>
<%perl>
# TimeWorkedReport
# Version 0.04 2009-09-28
#
# Fran Fabrizio, UAB CIS, f...@cis.uab.edu
use strict;
# if we are just getting here and the form values are empty, we are done
if (!$startdate || !$enddate) {
return;
}
# get the queue object(s)
my $queuesobj = new RT::Queues($session{CurrentUser});
my ($queuelist, %queuesofinterest);
# The user's choice of queues will come in from the web form in the $queues variable, which is
# mapped to the SELECT field on the web interface for the report. Unfortunately, if the user
# chooses just one queue, $queues will have a scalar value, but if the user chooses multiple
# queues, it will be an arrayref. So we need to check for each case and process differently.
#
# What we want to construct is the %queuesofinterest simple lookup hash which defines a key
# that is the queue ID for each queue selected, and the $queuelist string, which is just for
# displaying the list of queues in the report header
if (ref $queues) {
# multiple queues selected
for (@$queues) {
$queuesobj->Limit(FIELD => "Id", OPERATOR => "=", VALUE => $_, ENTRYAGGREGATOR => "OR");
$queuesofinterest{$_} = 1;
}
$queuelist = join ", ", map {$_->Name} @{$queuesobj->ItemsArrayRef};
} else {
my $queue = new RT::Queue;
$queue->Load(Id => $queues);
$queuesofinterest{$queues} = 1;
$queuelist = $queue->Name;
}
# hash to hold statistics
# %stats will be a multilevel hash - first level keys are the usernames, second level keys are
# the ticket IDs, and for each ticket, we store an anonymous hash with keys Subject and TimeWorked
# (this implies that a single ticket can live under two+ users if they both worked the ticket)
my %stats;
# Get a new transactions object to hold transaction search results for this ticket
my $trans = new RT::Transactions($session{'CurrentUser'});
# only in the period of interest
$trans->Limit(FIELD => 'Created', OPERATOR => '>', VALUE => $startdate);
$trans->Limit(FIELD => 'Created', OPERATOR => '<', VALUE => $enddate, ENTRYAGGREGATOR => 'AND');
# now start counting all the TimeTaken by examining transactions associated with this ticket
while (my $tr =
Re: [rt-users] Sphinx fulltext index v4.0.4
Here is the output from the debug log. The mysql log did not have any errors. [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /apps/rt385/local/html /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html /apps/rt385/local/plugins/RT-Extension-MergeUsers/html /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html /apps/rt385/local/plugins/RT-Extension-MobileUI/html /apps/rt385/share/html (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLLimit redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLJoin redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _OpenParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 106. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:106) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _CloseParen redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 109.
Re: [rt-users] Sphinx fulltext index v4.0.4
Hello Dale, Can you point me how did you compiled sphinxSE with MySQL? I tryed compile MySQL 5.1.41 with sphinx, but not worked for me in Ubuntu 10.04, following instructions from Sphinx site. Thanks Luciano -Original Message- From: rt-users-boun...@lists.bestpractical.com on behalf of Poulter, Dale Sent: Thu 12/29/2011 1:15 PM To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Thanks. I was just about to send out a note. It appears the v4 was installed on top of the v3.8.5 instance which caused many issues. I did a clean install and everything is working as of a few minutes ago. Thanks again for all of your help! -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, December 29, 2011 9:14 AM To: Poulter, Dale Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sphinx fulltext index v4.0.4 Hi, Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen. On Thu, Dec 29, 2011 at 17:26, Poulter, Dale dale.poul...@vanderbilt.edu wrote: Here is the output from the debug log. The mysql log did not have any errors. [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /apps/rt385/local/html /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html /apps/rt385/local/plugins/RT-Extension-MergeUsers/html /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html /apps/rt385/local/plugins/RT-Extension-MobileUI/html /apps/rt385/share/html (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine
[rt-users] Desperate, problem with script
Hi,
Surfing the Internet I found this code:
The code is as follows:
#
Description: open tickets which depends on resolved
Condition: On Status Change
Custom Condition:
Action: User defined
Custom action preparation code: return 1;
Custom action cleanup code:
return 1 if ($self-TransactionObj-NewValue !~
/^(?:resolved|deleted|rejected)$/);
my $DepOnBy = $self-TicketObj-DependedOnBy;
while( my $l = $DepOnBy-Next ) {
next unless( $l-BaseURI-IsLocal );
next unless( $l-BaseObj-Status =~ /^(?:new|open|stalled)$/ );
# here you can add any action
# see also example below
$l-BaseObj-SetStatus('open');
}
$DepOnBy = undef;
return 1;
Template: Global template: Blank
##
I've tested and works correctly.
But I tried for tickets Approvals dependent and does not work.
I tried putting the type of ticket you had to look at, specifically in
the line:
my $DepOnBy = $self-TicketObj-DependedOnBy(Type = 'approval');
But still doesn't work and I can't make it 'Open' a ticket when all
Approvals of ticket are 'Resolved'.
Can anybody help me? I'm desperate
THANKS!!!
Best regards
Daniel
--
...
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat
...
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Sphinx fulltext index v4.0.4
Hi, Looks like your RT 4 instance is installed incorrectly. Log says that RT loads libraries from RT 3.8 instance and this shouldn't happen. On Thu, Dec 29, 2011 at 17:26, Poulter, Dale dale.poul...@vanderbilt.edu wrote: Here is the output from the debug log. The mysql log did not have any errors. [Thu Dec 29 13:01:54 2011] [error]: Found more than one occurrence of the /Callbacks/AssetTracker/autohandler/Default callback. This may cause only one of the callbacks to run. Look for the duplicate Callback in your /apps/rt385/local/html /apps/rt385/local/plugins/RT-Authen-ExternalAuth/html /apps/rt385/local/plugins/RT-Extension-MergeUsers/html /apps/rt385/local/plugins/RT-Extension-MergeUsersHistory/html /apps/rt385/local/plugins/RT-Extension-MandatorySubject/html /apps/rt385/local/plugins/RT-Extension-SummaryByUser/html /apps/rt385/local/plugins/RT-Extension-MobileUI/html /apps/rt385/share/html (/apps/rt385/sbin/../lib/RT/Interface/Web/Request.pm:133) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:02:21 2011] [warning]: RT::InactiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:222) [Thu Dec 29 13:02:21 2011] [warning]: RT::ActiveStatus undefined, falling back to deprecated defaults (/apps/rt385/sbin/../lib/RT/Queue_Overlay.pm:202) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsGroup redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 76. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:76) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine IsUser redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 96. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:96) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine Object redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 116. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:116) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine GrantRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 153. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:153) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine RevokeRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 190. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:190) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 282. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:282) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 372. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:372) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasGroupRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 390. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:390) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _HasRoleRight redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 444. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:444) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine InvalidateACLCache redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 526. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:526) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _GetPrincipalTypeForACL redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 547. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:547) [Thu Dec 29 13:03:55 2011] [warning]: Subroutine _ReferenceId redefined at /apps/rt385/sbin/../lib/RT/Principal_Overlay.pm line 573. (/apps/rt385/sbin/../lib/RT/Principal_Overlay.pm:573) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _InitSQL redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 64. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:64) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLLimit redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 77. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:77) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine _SQLJoin redefined at /apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm line 96. (/apps/rt385/sbin/../lib/RT/Tickets_Overlay_SQL.pm:96) [Thu Dec 29 13:03:56 2011] [warning]: Subroutine
Re: [rt-users] setting up approvals on RT 4.0.1
Hi, Scripts in '__Approval' queue are not visible, but you can't copy these scripts for another new approval queue that you create with MYSQL. Insert as 'root' user these following code: insert into Scrips (Queue, Description, ScripCondition, ScripAction, ConditionRules, ActionRules, CustomIsApplicableCode, CustomPrepareCode, CustomCommitCode, Stage, Template, Creator, Created, LastUpdatedBy, LastUpdated) select NEWQUEUENUM, Description, ScripCondition, ScripAction, ConditionRules, ActionRules, CustomIsApplicableCode, CustomPrepareCode, CustomCommitCode, Stage, Template, Creator, Created, LastUpdatedBy, LastUpdated from Scrips where Queue=2; Where NEWQUEUENUM is the 'id' of the new Queue that you create. Also, you can copy Templates of queue '__Approval'. insert into Templates (Queue, Name, Description, Type, Language, TranslationOf, Content, LastUpdated, LastUpdatedBy, Creator, Created) select NEWQUEUENUM, Name, Description, Type, Language, TranslationOf, Content, LastUpdated, LastUpdatedBy, Creator, Created from Templates where Queue=2; Where NEWQUEUENUM is the 'id' of the new Queue that you create. With this, you can get a exact copy of '__Approval' queue. Best regards, Daniel -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT see attachments as winmail.dat (application/ms-tnef)
Only way around it that I know of is make sure the users sending tickets from outlook send the message as type plain text. There are some exchange server settings that force default type as rich text or HTML. But the user can change that in outlook. I can't remember which method(s) work and which get stripped, but maybe you can do a few test messages and determine what goes through and educate the users. On Dec 29, 2011, at 4:02 AM, Nicolas GUIOT nicolas.gu...@risc-group.com wrote: Hi All, Since we changed our email provider, every attachment sent from Outlook arrives on RT (3.8.8-7+squeeze1) listed as winmail.dat. I've read somewhere that I could use ytnef to pipe the email before sending it to RT, but it doesn't exist in debian squeeze anymore, and there is no update on Sourceforge since 2004 : Is there something else that replace it ? On a side note, if you could help me understand/better setup : -people sending their email from Outlook : attachment is listed in RT as winmail.dat, AdminCC who use Outlook do receive the creation email, AdminCC using something else don't. - people sending their email from another email-client : everyone receives the ticket creation, attachment is correctly registered in RT. Thank you in advance Nicolas GUIOT RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Missing users in People Search
Hi All, Im using RT 3.8.4 that's connected to Active Directory for LDAP lookups. For the most part it works fine, except there are a subset of users that my installation can't find. I can't find any discernable difference in their entries vs. ones that work. Any tips on how I might further troubleshoot that? The ones I'm having trouble with don't log in directly, but I should be able to assign them a watcher role in the People part of the ticket. I'm not getting any logging from that operation. For example, there might be 10 people named Smith in the company, but when I search for smith I only get 8 of them. Any tips or pointers appreciated. Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT's custom fields support hierarchies by categorizing values based on the values of another custom field.
On Thu, Dec 29, 2011 at 23:11, Michael Newland michael.newl...@timco.aero wrote: I am setting up customized fields in RT to support our aviation company. I have added 2 customized fields – one is called SITES and the other is called DEPARTMENTS. What I want to do is have the departments field values based on what is selected from SITES. Can anyone provide any suggestions? I am new to RT and was hoping someone could give me a hand. Open departments custom field in the admin UI and pick sites in based on dropdown. Save changes and assign category for every department. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] CustomField that displays users
Is there a way to have a custom field be a pre-filled dropdown of all the current privileged users? A subset would be even better - like members of a specific group or something unique in their user profile (like extra info = QA Dept or something). Thanks! Brent RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] CustomField that displays users
Brent, That's what a User-defined Group is. It is a subset of Privileged users that you put in as members. I have some code that will put all members of a group into a Custom Field. Kenn On Thu, Dec 29, 2011 at 1:15 PM, Brent Wiese bwi...@elementps.com wrote: Is there a way to have a custom field be a pre-filled dropdown of all the current “privileged” users? ** ** A subset would be even better – like members of a specific group or something unique in their user profile (like “extra info” = “QA Dept” or something). ** ** Thanks! Brent RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Starman script
Is there a good way to start RT with Starman? I'm looking for a startup script I can place in /etc/init.d... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Example of AutoCreate setting?
I'm not Perlish enough to know what a 'hashref' should
look like.
If C$WebExternalAuto is set to 1, C$AutoCreate
will be passed to User's Create method. Use it to
set defaults, such as creating Unprivileged users
with C{ Privileged = 0 } This must be a hashref.
Can someone provide a literal example of the setting,
ideally for a 'least privilege' new user account?
Just
Set($AutoCreate, { Privileged = 0 });
??
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] No NoAuth in the mod_perl2 example for Apache?
Is there a reason there is no NoAuth section in the mod_perl2 example below (from web_deployment.pod), but there is for the other examples (FastCGI, etc). RT Version 4.0.4 VirtualHost rt.example.com ### Optional apache logs for RT # ErrorLog /opt/rt4/var/log/apache2.error # TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Example of AutoCreate setting?
Jeff,
What you have is fine to autocreate Unprivileged users.
Kenn
On Thu, Dec 29, 2011 at 2:08 PM, Jeff Blaine jbla...@kickflop.net wrote:
I'm not Perlish enough to know what a 'hashref' should
look like.
If C$WebExternalAuto is set to 1, C$AutoCreate
will be passed to User's Create method. Use it to
set defaults, such as creating Unprivileged users
with C{ Privileged = 0 } This must be a hashref.
Can someone provide a literal example of the setting,
ideally for a 'least privilege' new user account?
Just
Set($AutoCreate, { Privileged = 0 });
??
RT Training Sessions
(http://bestpractical.com/**services/training.htmlhttp://bestpractical.com/services/training.html
)
* Boston March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Full Text Search on mysql 5.6.4 off the shelf
On Wed, 2011-12-28 at 13:31 -0800, Ram Moskovitz wrote: From the mysql 5.6.4 release notes: MySQL Server 5.6.4 (Milestone Release) is a new version of the world's most popular open source database. MySQL now supports FULLTEXT indexes for InnoDB tables. http://forums.mysql.com/read.php?3,506409,506409 I can't get this release onto a production box, though it's good to see it's come down the pike! I'm happy to see that it has moved from a specific development project into the main development tree. However, as you imply, 5.6 is still a development branch, and far from production ready. For instance, RT's test suite, running against a non-debugging 5.6.4, takes more than twice as long as on a standard 5.1.54 install. We've been keeping an eye on MySQL's InnoDB FULLTEXT index, though it will require some hoop-jumping to make work properly with RT's tables. RT's transaction contents (the Attachment table) stores text in a LONGBLOB column, because we store binary attachments in there, as well as text attachments. Once the 5.6 series has matured somewhat more, we'll take a deeper look at using its built-in FULLTEXT index natively in RT. - Alex RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] setting up approvals on RT 4.0.1
Hi Daniel, thanks for the reply I am using Oracle as the database and under scrips I am unable to find any entry relating to the queue 2 (_approvals) Thanks and Regards From: Daniel Garcia Mejia dgar...@cesca.cat To: asanka_gunasek...@yahoo.co.uk Cc: rt-users@lists.bestpractical.com Sent: Thursday, 29 December 2011, 18:43 Subject: Re: [rt-users] setting up approvals on RT 4.0.1 Hi, Scripts in '__Approval' queue are not visible, but you can't copy these scripts for another new approval queue that you create with MYSQL. Insert as 'root' user these following code: insert into Scrips (Queue, Description, ScripCondition, ScripAction, ConditionRules, ActionRules, CustomIsApplicableCode, CustomPrepareCode, CustomCommitCode, Stage, Template, Creator, Created, LastUpdatedBy, LastUpdated) select NEWQUEUENUM, Description, ScripCondition, ScripAction, ConditionRules, ActionRules, CustomIsApplicableCode, CustomPrepareCode, CustomCommitCode, Stage, Template, Creator, Created, LastUpdatedBy, LastUpdated from Scrips where Queue=2; Where NEWQUEUENUM is the 'id' of the new Queue that you create. Also, you can copy Templates of queue '__Approval'. insert into Templates (Queue, Name, Description, Type, Language, TranslationOf, Content, LastUpdated, LastUpdatedBy, Creator, Created) select NEWQUEUENUM, Name, Description, Type, Language, TranslationOf, Content, LastUpdated, LastUpdatedBy, Creator, Created from Templates where Queue=2; Where NEWQUEUENUM is the 'id' of the new Queue that you create. With this, you can get a exact copy of '__Approval' queue. Best regards, Daniel -- ... __ / / Daniel García Mejía C E / S / C A Portals i Repositoris /_/ Centre de Serveis Científics i Acadèmics de Catalunya Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat ... RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
