[rt-users] Lifecycles: Prevent automatic transition to open between active states
Good day,
I have a question regarding custom lifecycles. First of all, the full lifecycle
configuration can be seen here on Pastebin in case you need more information
than what I have shown here.
http://pastebin.com/6SBPwVbB
I have set a number of active states in the ticket:
initial = [ 'new' ],
active = [ 'open', 'inprogress', 'fixed', 'deployed' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
You can change states without much restriction, effectively:
transitions = {
'' = [qw(new open resolved)],
new= [qw(open inprogress fixed deployed resolved rejected
deleted)],
open = [qw(new inprogress fixed deployed resolved rejected
deleted)],
inprogress = [qw(new open fixed deployed resolved rejected
deleted)],
fixed = [qw(new open inprogress deployed resolved rejected
deleted)],
deployed = [qw(new open inprogress fixed resolved rejected
deleted)],
resolved = [qw(new open inprogress fixed deployed rejected
deleted)],
rejected = [qw(new open inprogress fixed deployed resolved
deleted)],
deleted= [qw(new open inprogress fixed deployed rejected
resolved)],
},
So, now if I have a ticket in the inprogress state and generate a Response
using the web interface. I leave the Status field at the default (inprogress
(unchanged)). RT then changes the status of the ticket back to open.
How can I prevent this - in other words: Where is the bug in my configuration?
Best regards,
Torben Nehmer
---
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.neh...@cancom.demailto:torben.neh...@cancom.de
www.cancom.dehttp://www.cancom.de/
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HRB 10653 Memmingen
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* Boston March 5 6, 2012
Re: [rt-users] Rights Matrix
@Todd It would be a Pleasure to fix this for the 4.0 versions when it's possible. best regards john s. -- View this message in context: http://old.nabble.com/Re%3A-Rights-Matrix-tp33197811p33298997.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] Lifecycles: Prevent automatic transition to open between active states
Hi Torben,
by default there is an global scrip called Open Tickets which set the
status to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.
-Chris
Am 10.02.2012 10:32, schrieb Nehmer Torben:
Good day,
I have a question regarding custom lifecycles. First of all, the full
lifecycle configuration can be seen here on Pastebin in case you need
more information than what I have shown here.
http://pastebin.com/6SBPwVbB
I have set a number of active states in the ticket:
initial = [ 'new' ],
active = [ 'open', 'inprogress', 'fixed', 'deployed' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
You can change states without much restriction, effectively:
transitions = {
'' = [qw(new open resolved)],
new= [qw(open inprogress fixed deployed resolved
rejected deleted)],
open = [qw(new inprogress fixed deployed resolved
rejected deleted)],
inprogress = [qw(new open fixed deployed resolved rejected
deleted)],
fixed = [qw(new open inprogress deployed resolved
rejected deleted)],
deployed = [qw(new open inprogress fixed resolved
rejected deleted)],
resolved = [qw(new open inprogress fixed deployed
rejected deleted)],
rejected = [qw(new open inprogress fixed deployed
resolved deleted)],
deleted= [qw(new open inprogress fixed deployed
rejected resolved)],
},
So, now if I have a ticket in the “inprogress” state and generate a
Response using the web interface. I leave the Status field at the
default (“inprogress (unchanged)”). RT then changes the status of the
ticket back to ”open”.
How can I prevent this – in other words: Where is the bug in my
configuration?
Best regards,
Torben Nehmer
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] RES: Lifecycles: Prevent automatic transition to open between active states
Copy from my RT. The scrip name is On Correspond Open Tickets
Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner
-Mensagem original-
De: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Christian Loos
Enviada em: sexta-feira, 10 de fevereiro de 2012 09:00
Para: Nehmer Torben
Cc: rt-users@lists.bestpractical.com
Assunto: Re: [rt-users] Lifecycles: Prevent automatic transition to open
between active states
Hi Torben,
by default there is an global scrip called Open Tickets which set the status
to open on correspondence.
If you deactivate this scrip the ticket should keep it's status.
-Chris
Am 10.02.2012 10:32, schrieb Nehmer Torben:
Good day,
I have a question regarding custom lifecycles. First of all, the full
lifecycle configuration can be seen here on Pastebin in case you need
more information than what I have shown here.
http://pastebin.com/6SBPwVbB
I have set a number of active states in the ticket:
initial = [ 'new' ],
active = [ 'open', 'inprogress', 'fixed', 'deployed' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
You can change states without much restriction, effectively:
transitions = {
'' = [qw(new open resolved)],
new= [qw(open inprogress fixed deployed resolved
rejected deleted)],
open = [qw(new inprogress fixed deployed resolved
rejected deleted)],
inprogress = [qw(new open fixed deployed resolved
rejected deleted)],
fixed = [qw(new open inprogress deployed resolved
rejected deleted)],
deployed = [qw(new open inprogress fixed resolved
rejected deleted)],
resolved = [qw(new open inprogress fixed deployed
rejected deleted)],
rejected = [qw(new open inprogress fixed deployed
resolved deleted)],
deleted= [qw(new open inprogress fixed deployed
rejected resolved)],
},
So, now if I have a ticket in the inprogress state and generate a
Response using the web interface. I leave the Status field at the
default (inprogress (unchanged)). RT then changes the status of the
ticket back to open.
How can I prevent this - in other words: Where is the bug in my
configuration?
Best regards,
Torben Nehmer
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] Custom Field Attachments to Templates
I am wondering if it is possible to attach files that have been uploaded to custom fields to an email response. We have an upload multiple images field and an upload multiple files field that are used on most tickets. I would like to be able to include the photos and pdfs in the resolved email that gets sent to the requestor. I know that the blobs are stored in the LargeContent field, but can't figure out how to get them in to the template as attachments. Anyone know if this is possible? Thanks, Jeff RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Time Worked Report showing error - Reg
On Fri, Feb 10, 2012 at 10:25:51AM +0530, Pattabi Prasanna wrote: Hi I have installed RT 3.8.9 and when installing Time Worked Report it is showing this error. Kindly let me know how to solve this error. Error during compilation of /opt/rt3/local/html/Elements/SelectMultiQueue: Global symbol $d Unfortunately - this element is not part of core RT. Have you tried contacting the maintainer? It also isn't installing like a proper extension, so it's probably quite old. requires explicit package name at /opt/rt3/local/html/Elements/SelectMultiQueue line 51. Global symbol $queue requires explicit package name at /opt/rt3/local/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /opt/rt3/local/html/Elements/SelectMultiQueue line 69. Global symbol $queue requires explicit package name at /opt/rt3/local/html/Elements/SelectMultiQueue line 77. Global symbol $queue requires explicit package name at /opt/rt3/local/html/Elements/SelectMultiQueue line 80. pgpJff2czSra7.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Bug? TSV data includes HTML br tags
On Thu, Feb 09, 2012 at 05:58:36PM -0500, Kevin Falcone wrote:
On Thu, Feb 09, 2012 at 01:36:22PM -0500, Jeff Blaine wrote:
Actually, this is maybe a bug in Mason? If I follow
the code chain:
push @row, ProcessColumnMapValue ($attr,
Arguments = [ $Ticket, 0 ], Escape = 1);
ProcessColumnMapValue() is defined in lib/RT/Interface/Web.pm:
...
return $m-interp-apply_escapes( $value, 'h' ) if $args{'Escape'};
...
So it appears apply_escapes() is leaving behind 'br/' tags?
Has anyone else seen this?
apply_escapes just calls a filter on output. You can use built-in
mason filters or custom ones. RT happens to hook the h one to call
the EscapeUTF8 function in Web.pm, and you can look at what kind of
transform it does.
ProcessColumnMapValue is the method that's used in outputting row data
in ticket listings too, so you can get a sense of where else that code
is run.
I forgot to mention that you'll want to look carefully at the data
returned. Some CF data is returned flagged don't escape me by being
a reference, so something you expect to be escaped may be protected
from escaping.
-kevin
pgpc7Fw4PTC4W.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Bug? TSV data includes HTML br tags
Thanks Kevin.
It's a bug in RT-Extension-SearchResult.XLS after all
(which we use as-is, and also dropped in place, modified,
as ScreenResult.tsv)
RT-Extension-SearchResult doesn't loop over and comma-
separate multi-value CFs like stock Results.tsv
Bug report submitted with fix info:
https://rt.cpan.org/Public/Bug/Display.html?id=74824
On 2/9/2012 5:58 PM, Kevin Falcone wrote:
On Thu, Feb 09, 2012 at 01:36:22PM -0500, Jeff Blaine wrote:
Actually, this is maybe a bug in Mason? If I follow
the code chain:
push @row, ProcessColumnMapValue ($attr,
Arguments = [ $Ticket, 0 ], Escape = 1);
ProcessColumnMapValue() is defined in lib/RT/Interface/Web.pm:
...
return $m-interp-apply_escapes( $value, 'h' ) if $args{'Escape'};
...
So it appears apply_escapes() is leaving behind 'br/' tags?
Has anyone else seen this?
apply_escapes just calls a filter on output. You can use built-in
mason filters or custom ones. RT happens to hook the h one to call
the EscapeUTF8 function in Web.pm, and you can look at what kind of
transform it does.
ProcessColumnMapValue is the method that's used in outputting row data
in ticket listings too, so you can get a sense of where else that code
is run.
-kevin
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] Custom Field Attachments to Templates
On Fri, Feb 10, 2012 at 08:31:49AM -0500, Jeff Ehrenberg wrote: I am wondering if it is possible to attach files that have been uploaded to custom fields to an email response. We have an upload multiple images field and an upload multiple files field that are used on most tickets. I would like to be able to include the photos and pdfs in the resolved email that gets sent to the requestor. I know that the blobs are stored in the LargeContent field, but can't figure out how to get them in to the template as attachments. Anyone know if this is possible? Unfortunately - you can't do this easily. You'd need to write your own subclass of the Notify actions. There is code on a branch off of the master branch which simplifies some of these code paths, but that won't be in a core release until 4.2. -kevin pgpN4J5UwOU9K.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Multiple instances configuration problems - RT 4.0.4 on Apache 2 + mod_perl2
On Thu, Feb 9, 2012 at 16:43, Valerio, Gabriele [Nervianoms] gabriele.vale...@nervianoms.com wrote: What exactly do you suggest to change in order to have it working in multiple RT instances server? Just to add PerlOptions +Parent? Try just adding PerlOptions +Parent to every virtual host with RT. -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Problems with new users
Hello RT Users, To preface, I've got several years experience and training with the Linux platform and PERL, but I'm completely new to RT; I've done a few web searches and a three or four different google searches of the email archive and can't find any insight into our problem. We're having a strange problem with our users in our two RT instances, that we think are related. When our internal IT Support instance of RT was created everything was working well for some time, and we currently have RT configured to work with our LDAP database for users and their credentials. However, new users (new employees) trying to use RT are not able to get the same functionality. For example: one user can send in emails to the RT queue and proceed normally. However if he tries to log in to the web version, the RT system treats him like is associated with a different queue than the rest of our users. When he tried to create a ticket through the web RT would create the ticket in this wrong queue, and he immediately got an error that he did not have permissions to view his ticket. RT creates an internal user for him, unlike the rest of our employees who don't show up in the user list because they exist in the configured LDAP. I disabled the (discontinued) queue, and edited the user created form him to disassociate it from him (rename, re-email, etc), and then had him try to log in again. Again, RT created a user with his name/credentials in its own SQL database instead of querying LDAP, and associated his user with the now disabled queue. He can no longer create tickets because the queue is disabled, and I can't figure out how to alter his account to associate him with the proper queue. Can anyone help me with this first problem? -- N. Scott Pestana IT Infrastructure Linguamatics RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT Instance pulling names but not emails
RT Users,
My second problem (potentially related to my last) is on our
external customer support RT instance. When internal employees first
send in requests, their names are harvested, but NOT their emails,
meaning that they could not get email updates when replies were to be
sent. If we manually set their email addresses everything works from
there.
We have RT configured to pull our internal employees from LDAP, and
we are (hopefully) set up to accept new users from the outside. However
in practice the system is accepting email ids for external users, but
not harvesting their names, resulting in strings like This is
correspondence from . note the empty/null string after from and
before the period.
Is there something wrong we've done with regard to RT user
creation? This is our External* config:
ExternalAuthPriority: []
ExternalInfoPriority: [
'Lingua_LDAP'
]
ExternalServiceUsesSSLorTLS: 0
ExternalSettings: {
'Lingua_LDAP' = {
'base' = 'ou=users,dc=linguamatics,dc=com',
'net_ldap_args' = [
'version',
3
],
'filter' =
'(|(objectClass=posixAccount)(objectClass=account))',
'server' = 'ldap1.linguamatics.com',
'type' = 'ldap',
'attr_match_list' = [
'EmailAddress'
],
'tls' = 0,
'attr_map' = {
'RealName' = 'cn',
'EmailAddress' = 'mail',
'Name' = 'uid',
'Gecos' = 'gecos',
'ExternalAuthId' = 'uid'
}
}
}
--
N. Scott Pestana
IT Infrastructure
Linguamatics
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Problems with new users
Scott, I can, but it would be helpful to know how uyou have set up your privileges, both Globally and by Queue. Also, in order for LDAP info to get into a User, they must have the ModifySelf right applied. OVerall, I think this is all a privileges problem. Kenn On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana scott.pest...@linguamatics.com wrote: Hello RT Users, To preface, I've got several years experience and training with the Linux platform and PERL, but I'm completely new to RT; I've done a few web searches and a three or four different google searches of the email archive and can't find any insight into our problem. We're having a strange problem with our users in our two RT instances, that we think are related. When our internal IT Support instance of RT was created everything was working well for some time, and we currently have RT configured to work with our LDAP database for users and their credentials. However, new users (new employees) trying to use RT are not able to get the same functionality. For example: one user can send in emails to the RT queue and proceed normally. However if he tries to log in to the web version, the RT system treats him like is associated with a different queue than the rest of our users. When he tried to create a ticket through the web RT would create the ticket in this wrong queue, and he immediately got an error that he did not have permissions to view his ticket. RT creates an internal user for him, unlike the rest of our employees who don't show up in the user list because they exist in the configured LDAP. I disabled the (discontinued) queue, and edited the user created form him to disassociate it from him (rename, re-email, etc), and then had him try to log in again. Again, RT created a user with his name/credentials in its own SQL database instead of querying LDAP, and associated his user with the now disabled queue. He can no longer create tickets because the queue is disabled, and I can't figure out how to alter his account to associate him with the proper queue. Can anyone help me with this first problem? -- N. Scott Pestana IT Infrastructure Linguamatics 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] Problems with new users
Kenn, I'm not sure how to give you the info you're asking for but... If I look under Configuration-Global-Group Rights, Everyone, into the Rights for Staff tab I found that ModifySelf / Modify one's own RT account is not checked currently. The same is true for Privileged and Unprivileged. Should I start with enabling ModifySelf / Modify one's own RT account for the Privileged Users group? For Everyone? Right now the rights that are granted are the same for Everyone/Privileged/Unprivileged entries are Create tickets and Reply to tickets Under the Global-User Rights we only have root and RT Admin listed. They have the Do anything and everything right, logically enough. Under the Configuration-Queues, into itsupport, there are no Users listed for the User Rights. For Group Rights, Everyone has CreateTicket and the Unprivileged have SeeQueue ShowTicket. -Scott On 2/10/2012 6:07 PM, Kenneth Crocker wrote: Scott, I can, but it would be helpful to know how uyou have set up your privileges, both Globally and by Queue. Also, in order for LDAP info to get into a User, they must have the ModifySelf right applied. OVerall, I think this is all a privileges problem. Kenn On Fri, Feb 10, 2012 at 12:45 PM, Scott Pestana scott.pest...@linguamatics.com mailto:scott.pest...@linguamatics.com wrote: Hello RT Users, To preface, I've got several years experience and training with the Linux platform and PERL, but I'm completely new to RT; I've done a few web searches and a three or four different google searches of the email archive and can't find any insight into our problem. We're having a strange problem with our users in our two RT instances, that we think are related. When our internal IT Support instance of RT was created everything was working well for some time, and we currently have RT configured to work with our LDAP database for users and their credentials. However, new users (new employees) trying to use RT are not able to get the same functionality. For example: one user can send in emails to the RT queue and proceed normally. However if he tries to log in to the web version, the RT system treats him like is associated with a different queue than the rest of our users. When he tried to create a ticket through the web RT would create the ticket in this wrong queue, and he immediately got an error that he did not have permissions to view his ticket. RT creates an internal user for him, unlike the rest of our employees who don't show up in the user list because they exist in the configured LDAP. I disabled the (discontinued) queue, and edited the user created form him to disassociate it from him (rename, re-email, etc), and then had him try to log in again. Again, RT created a user with his name/credentials in its own SQL database instead of querying LDAP, and associated his user with the now disabled queue. He can no longer create tickets because the queue is disabled, and I can't figure out how to alter his account to associate him with the proper queue. Can anyone help me with this first problem? -- N. Scott Pestana IT Infrastructure Linguamatics 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 -- N. Scott Pestana IT Infrastructure Linguamatics 275 Grove Street, Suite 2-400 Newton, MA 02466 Tel: +1-774-571-7135 US Tel: +1-617-674-3256 UK Tel: 011-44-1223-421360 UK Fax: 011-44-1223-421361 Web: www.linguamatics.com RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 4.0.4: Submit ticket without login/account.
Hello, I setup RT 4.0 for an organization even though this is an overkill. All we need is just simple ticketing system. I used osticket for a while and could not find export feature. I thought since RT is very popular it will have all the features. Now its setup, I am unable to find how end users create ticket without having to have a user ID. We just need users to see the page to submit/track ticket without having to login. Ticket creation via email is not what I am looking. Thank you, Sree. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
