Re: [rt-users] position of the ticket number in the subject
On Wed, Mar 7, 2012 at 00:15, ANDRE LUIS FORIGATO forig...@gmail.com wrote:
Hello,
The number of the ticket is placed on the left of the subject.
I need to put a ticket number on the right side of the subject. Is that
possible?
Edit all templates and put the following line at the beginning:
Subject: {$Ticket-Subject} [{$Ticket-SubjectTag}]
See autoreply template as reference.
Other way is to patch RT. Subject tag is placed in one place, so it
would be easy patch and you wouldn't need to change every template.
example:
Current issue:
[Test # 857490] Problems slowness ...
I need to change to:
Problems slow ... [Test # 857490]
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] reminders?
Hello, I´m following this guide http://requesttracker.wikia.com/wiki/Reminders I don't understand where to paste the code? 0 6 * * * root /opt/rt4/bin/rt-crontool \ --search RT::Search::FromSQL \ --search-arg 'Type = reminder and (Status = open or Status = new)' \ --condition RT::Condition::BeforeDue \ --condition-arg 2d \ --action RT::Action::SendEmail \ --action-arg Owner \ --transaction first \ --template 'Reminder due soon' It´s not in my ordinary crontab, right? Is it in /opt/rt4/bin/rt-crontool? In that case, where? I found this in the file =head1 NAME rt-crontool - a tool to act on tickets from an external scheduling tool =head1 SYNOPSIS # find all active tickets in the queue 'general' and set their priority to 99 if they are overdue: rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --condition RT::Condition::Overdue \ --action RT::Action::SetPriority --action-arg 99 \ --verbose # Escalate tickets rt-crontool \ --search RT::Search::ActiveTicketsInQueue --search-arg general \ --action RT::Action::EscalatePriority =head1 DESCRIPTION This script is a tool to act on tickets from an external scheduling tool, such as cron. Med Vänliga Hälsningar/Best Regards Martin Petersson *: Office +46 (0)522 98028 *: Fax +46 (0)70 25 79 453 *: www.uanet.sehttp://www.uanet.se/ Gustaf Mattssons Väg 2 451 50 Uddevalla Orgnr: 556702-4095 Styrelsens säte: Uddevalla P Please consider the environment before printing this e-mail. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Unassigning tickets does not work
Just a quick follow-up for the record. Problem was my fault : I have a scrip modifying a ticket owner as soon as someone works on the ticket. There are exceptions, like when the owner is changed. But RT4 changed the way the transaction stores this owner change : RT3: Type='Give', Field='Owner' RT4: Type='Set', Field='Owner' Hope this helps. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RT 4.0.5 Inconsistently sending mail
Good Day, I am running RT 4.0.5 on Debian 6 (installed from source) with a Postgres DB backend. Ever since completing the upgrade approximately two weeks ago we have been seeing the following error intermittently in the UI on tickets. When we did the upgrade we installed a fresh installation of RT on a new server and also took the opportunity to migrate from MySQL to Postgres. Wed Mar 07 09:08:16 2012The RT System itself - System error http://rt.fccv-itsup01.fccoc.local/Ticket/Attachment/92696/56957/ Sending the previous mail has failed. Please contact your admin, they can find more details in the logs. When I look into the logs I see the following actions for the ticket transaction (reply, comment) Mar 7 09:08:16 fccv-itsup01 RT: rt-4.0.5-28242-1331129296-491.4222-...@rt.fccv-itsup01.fccoc.local #4222/92694 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: rt-4.0.5-28242-1331129296-361.4222-...@rt.fccv-itsup01.fccoc.local #4222/92694 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: rt-4.0.5-28242-1331129296-361.4222-...@rt.fccv-itsup01.fccoc.local No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) Mar 7 09:08:16 fccv-itsup01 RT: rt-4.0.5-28242-1331129296-1695.4222-...@rt.fccv-itsup01.fccoc.local #4222/92694 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: CurrentUserSelectQueue---22---CreateTicket---0ticketsSelectQueue---22---CreateTicket---1create_in_types_session_idActionsmy_rt_portletsCurrentSearchHashNextPagei at /opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged line 11. (/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11) The common trend for the tickets that generate these messages is that they are external users to our organization that are being auto created on ticket submission. I have verified that the users have valid email address populated in RT. When this occurs it stops the user correspondence (auto-reply, reply to ticket, etc) and the Admin CC from being sent. I should also add that the Scrips being executed in the examples above are stock script that shipped with RT with no modifications. Any help on where to look to get further information would be appreciated. Thanks, Dustin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 4.0.5 Inconsistently sending mail
On 03/07/2012 09:19 AM, Dustin Berube wrote: When I look into the logs I see the following actions for the ticket transaction (reply, comment) All of the log lines you provided are normal info log lines. You will need to find the actual error message, which should appear in the logs. Please also send your RT_SiteConfig.pm (with passwords censored) and details on your outgoing mail configuration. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] reminders?
On 03/07/2012 06:05 AM, Martin Petersson wrote: It´s not in my ordinary crontab, right? Is it in /opt/rt4/bin/rt-crontool? In that case, where? rt-crontool is the program you're running; don't modify it. The line you pasted from the wiki page is a crontab line. You put it in /etc/crontab or an RT specific crontab file. You could also extract just the command and turn it into a simple shell script and drop it into /etc/cron.d/rt. Please read man 5 crontab to learn more about cron. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 4.0.5 Inconsistently sending mail
On Wed, Mar 7, 2012 at 9:50 AM, Thomas Sibley t...@bestpractical.com wrote: On 03/07/2012 09:19 AM, Dustin Berube wrote: When I look into the logs I see the following actions for the ticket transaction (reply, comment) All of the log lines you provided are normal info log lines. You will need to find the actual error message, which should appear in the logs. Please also send your RT_SiteConfig.pm (with passwords censored) and details on your outgoing mail configuration. Thomas, I have attached a sanitized copy of my RT_SiteConfig.pm as a text file. Outgoing mail is routed to a SMTP smart host which is our Exchange server. I found the error and have included it below. Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-1857.4222-...@rt.fccv-itsup01.fccoc.local #4222/92655 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-1857.4222-...@rt.fccv-itsup01.fccoc.local: Could not send mail with command `/usr/sbin/sendmail -oi -t -f techsupp...@flaglerclerk.com`: couldn't execute program: Cannot allocate memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 447.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-203.4222-...@rt.fccv-itsup01.fccoc.local #4222/92655 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-203.4222-...@rt.fccv-itsup01.fccoc.local: Could not send mail with command `/usr/sbin/sendmail -oi -t -f techsupp...@flaglerclerk.com`: couldn't execute program: Cannot allocate memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 447.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) Let me know if further information is needed. -Dustin Set( $rtname, Flagler Clerk's Office); Set( $Organization, 'rt.fccv-itsup01.fccoc.local'); Set( $Timezone, 'America/New_York'); Set( $DatabaseType, 'Pg'); Set( $DatabaseUser, '##'); Set( $DatabasePassword, '##'); Set( $DatabaseName, 'rt4'); Set( $WebDomain, rt.fccv-itsup01.fccoc.local); Set( $WebPath, ); Set( $WebBaseURL, http://rt.fccv-itsup01.fccoc.local;); Set( $MinimumPassowrdLength, 5); Set( $OwnerEmail, 'root'); Set( $LoopsToRTOwner, 1); Set( $SendmailArguments, -oi -t -f techsupport\@flaglerclerk.com); Set( $MaxAttachmentSize , 4000); Set( $PreferRichText, true); Set( $TrustHTMLAttachments, true); Set( $RTAddressRegexp, '^((techsupport|ap|vab|rt-ap|rt-vab)\@(flaglerclerk\.com|itsupport\.fccoc\.local))$'); Set( $CorrespondAddress, 'techsupp...@flaglerclerk.com'); Set( $CommentAddress, 'techsupp...@flaglerclerk.com'); Set( $ParseNewMessageForTicketCcs, 1); Set($UseFriendlyFromLine, 1); Set($FriendlyFromLineFormat, \%s\ %s); Set($UseFriendlyToLine, 1); Set($FriendlyToLineFormat, \%s Ticket #%s\:;); Set($NotifyActor, 0); Set($RecordOutgoingEmail, 1); Set($HomepageComponents, [qw( QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards )]); Set(@Plugins, (qw( RTx::AssetTracker RT::Extension::PriorityAsString RT::Authen::ExternalAuth RT::Extension::JSGantt RT::Extension::CommandByMail RT::Extension::CustomFieldsOnUpdate RT::Extension::SpawnLinkedTicketInQueue ))); # Setup Full Text Searching Set( %FullTextSearch, Enable = 1, Indexed= 1, Column = 'ContentIndex',
Re: [rt-users] RT 4.0.5 Inconsistently sending mail
On Wed, Mar 7, 2012 at 19:28, Dustin Berube dustin.ber...@gmail.com wrote: On Wed, Mar 7, 2012 at 9:50 AM, Thomas Sibley t...@bestpractical.com wrote: On 03/07/2012 09:19 AM, Dustin Berube wrote: When I look into the logs I see the following actions for the ticket transaction (reply, comment) All of the log lines you provided are normal info log lines. You will need to find the actual error message, which should appear in the logs. Please also send your RT_SiteConfig.pm (with passwords censored) and details on your outgoing mail configuration. Thomas, I have attached a sanitized copy of my RT_SiteConfig.pm as a text file. Outgoing mail is routed to a SMTP smart host which is our Exchange server. I found the error and have included it below. RT couldn't start sendmail program as server is out of memory. Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-1857.4222-...@rt.fccv-itsup01.fccoc.local #4222/92655 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-1857.4222-...@rt.fccv-itsup01.fccoc.local: Could not send mail with command `/usr/sbin/sendmail -oi -t -f techsupp...@flaglerclerk.com`: couldn't execute program: Cannot allocate memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 447.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-203.4222-...@rt.fccv-itsup01.fccoc.local #4222/92655 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-203.4222-...@rt.fccv-itsup01.fccoc.local: Could not send mail with command `/usr/sbin/sendmail -oi -t -f techsupp...@flaglerclerk.com`: couldn't execute program: Cannot allocate memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 447.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) Let me know if further information is needed. -Dustin 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 4.0.5 Inconsistently sending mail
On Wed, Mar 7, 2012 at 10:57 AM, Ruslan Zakirov r...@bestpractical.comwrote: On Wed, Mar 7, 2012 at 19:28, Dustin Berube dustin.ber...@gmail.com wrote: On Wed, Mar 7, 2012 at 9:50 AM, Thomas Sibley t...@bestpractical.com wrote: On 03/07/2012 09:19 AM, Dustin Berube wrote: When I look into the logs I see the following actions for the ticket transaction (reply, comment) All of the log lines you provided are normal info log lines. You will need to find the actual error message, which should appear in the logs. Please also send your RT_SiteConfig.pm (with passwords censored) and details on your outgoing mail configuration. Thomas, I have attached a sanitized copy of my RT_SiteConfig.pm as a text file. Outgoing mail is routed to a SMTP smart host which is our Exchange server. I found the error and have included it below. RT couldn't start sendmail program as server is out of memory. I noticed that as well after I sent the error to the list. I have dug further into the issue and found that Apache was consuming most of the memory on the server. I have tweaked MaxClients and MaxRequestsPerChild and will post back in a few days with my findings. Thanks, Dustin
[rt-users] CustomizingWithLocalDir failed
Hello, Why doesn't this work ? cp /usr/local/share/rt40/html/SelfService/Create.html /usr/local/share/rt40/local/html/SelfService/Create.html vim /usr/local/share/rt40/local/html/SelfService/Create.html rm -rf /var/run/rt40/mason_data/obj/* apachectl restart My modification had no effect on the SelfService interface... Why ?
Re: [rt-users] CustomizingWithLocalDir failed
On 7 Mar 2012, at 16:22, Arthur Rance wrote: Hello, Why doesn't this work ? cp /usr/local/share/rt40/html/SelfService/Create.html /usr/local/share/rt40/local/html/SelfService/Create.html vim /usr/local/share/rt40/local/html/SelfService/Create.html rm -rf /var/run/rt40/mason_data/obj/* apachectl restart My modification had no effect on the SelfService interface... Why ? Perhaps the cache got recreated between the rm and the apachectl commands, because apache was still running? Try stopping apache completely, then removing the mason cache, and then restarting apache. That's what I usually do. Tim -- The Wellcome Trust Sanger Institute is operated by Genome Research Limited, a charity registered in England with number 1021457 and a company registered in England with number 2742969, whose registered office is 215 Euston Road, London, NW1 2BE.
[rt-users] Print Ticket History
I was searching through my email archives as well as Google and didn't see anything directly related. I want to be able to add a 'Print Option' to the interface for techs to print out the entire ticket history. Can someone guide me in the right direction to get started? Thanks, Izz
Re: [rt-users] Print Ticket History
On 03/07/2012 11:37 AM, Izz Abdullah wrote: I want to be able to add a ‘Print Option’ to the interface for techs to print out the entire ticket history. Can someone guide me in the right direction to get started? RT 4.0.5 ships with a much improved print stylesheet, especially for tickets. Try printing from your browser to see what it looks like. If you really want to add the button in RT instead of using the browser's print button, you can trigger the browser print dialog with some javascript. Thomas
Re: [rt-users] CustomizingWithLocalDir failed
Subject: Re: [rt-users] CustomizingWithLocalDir failed From: t...@sanger.ac.uk Date: Wed, 7 Mar 2012 16:32:46 + CC: rt-users@lists.bestpractical.com To: arthur_ra...@hotmail.com On 7 Mar 2012, at 16:22, Arthur Rance wrote: Hello, Why doesn't this work ? cp /usr/local/share/rt40/html/SelfService/Create.html /usr/local/share/rt40/local/html/SelfService/Create.html vim /usr/local/share/rt40/local/html/SelfService/Create.html rm -rf /var/run/rt40/mason_data/obj/* apachectl restart My modification had no effect on the SelfService interface... Why ? Perhaps the cache got recreated between the rm and the apachectl commands, because apache was still running? Try stopping apache completely, then removing the mason cache, and then restarting apache. That's what I usually do. Tim Sorry, I tried the wrong directory. It was /usr/local/www/rt40 in my configuration. /usr/local/www/rt40/SelfService/Create.html It works now :o)
Re: [rt-users] Print Ticket History
Yeah, I was looking at the print preview of the ticket history, and it is including the header / page title and links, as well as actions like queue change and whatnot. It's not pretty. RT 4.0.2. I ONLY want the ticket history...ok, I can deal with the system changes such as queue changes, RT mail, etc in the history, but can I bypass it from showing the Page-Navigation and Main-Navigation headers? Thanks again, Izz -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, March 07, 2012 10:42 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Print Ticket History On 03/07/2012 11:37 AM, Izz Abdullah wrote: I want to be able to add a ‘Print Option’ to the interface for techs to print out the entire ticket history. Can someone guide me in the right direction to get started? RT 4.0.5 ships with a much improved print stylesheet, especially for tickets. Try printing from your browser to see what it looks like. If you really want to add the button in RT instead of using the browser's print button, you can trigger the browser print dialog with some javascript. Thomas
Re: [rt-users] Print Ticket History
On 03/07/2012 11:51 AM, Izz Abdullah wrote: Yeah, I was looking at the print preview of the ticket history, and it is including the header / page title and links, as well as actions like queue change and whatnot. It's not pretty. RT 4.0.2. I ONLY want the ticket history...ok, I can deal with the system changes such as queue changes, RT mail, etc in the history, but can I bypass it from showing the Page-Navigation and Main-Navigation headers? Yes, upgrade to 4.0.5 where we did this work already, like I said...
Re: [rt-users] Aoache help - what have I done?
On Tue, Mar 06, 2012 at 03:13:04PM -0800, 20/20 Lab wrote: On 03/06/2012 1:33 PM, Yan Seiner wrote: I have rt4 running quite well on an apache server. However, I think I got a little carried away when I set it up. here's my perl handler line from apache.conf: Location / Order allow,deny Allow from all AddDefaultCharset UTF-8 SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location As it turns out, that redirects everything coming in to rt; even a request like http://my.server/not_an_RT/page still redirects to the rt login. What have I done, and how can I fix it? Would be my guess: Alias /rt /opt/rt4/share/html Location /rt instead of Location / Your config looks to me that rt is the root of your entire webserver, Tho I had some headaches getting the internal webpage to play nice with nagios and rt. Those aren't the only steps needed to run at /rt The steps are documented in the Running RT at /rt rather than / section of docs/web_deployment.pod shipped with RT. Yan - your config tells Apache that everything under / is passed to RT. What are you trying to do? -kevin pgp0XslZXds3d.pgp Description: PGP signature
Re: [rt-users] RT3.8.7 using custom fields to restrict sending a reply on resolve
Chris,
you're welcome. The neat (and sometimes confusing for perl beginners like
me) thing is that with perl you can construct several different
styles/techniques of code that all do the same thing.
Kenn
On Mon, Mar 5, 2012 at 3:17 PM, Chris Herrmann chrisherrma...@gmail.comwrote:
Thanks Ken, I have it working now. I also found
http://wiki-archive.bestpractical.com/view/CustomConditionSnippets
which was very helpful - it actually has a specific example for what
I'm trying to do. I have a couple of questions too... but first the
answer:
Condition: UserDefined
Action: NotifyRequestors
Template: MyTemplate
Stage: TransactionCreate
Custom Condition:
my $Ticket = $self-TicketObj;
# We want the Request Feedback CF
my $TicketType = $Ticket-FirstCustomFieldValue('RequestFeedback');
# We want resolved status
return 0 unless $Ticket-Status eq resolved;
# and... we want the CF to be Y
return 0 unless $TicketType eq 'Y';
return 1;
I tried a lot of different variations on the theme, along the lines of:
return 0 if $cf-$self-TicketObj-FirstCustomFieldValue(RequestFeedback)
eq N;
return 0 unless
$cf-$self-TicketObj-FirstCustomFieldValue(RequestFeedback) eq Y
return 0 unless
$cf-$self-TicketObj-FirstCustomFieldValue('RequestFeedback') eq Y
but these didn't return anything. I assume there's a problem with my
syntax or how I'm referring to objects but couldn't work it out...
luckily the page linked above has an example that has exactly what I'm
after!
In this case the scrip triggers if the ticket is reopened, then
resolved again - for us this is OK but for others they might want to
only trigger this condition the first time a ticket is resolved. I
think you would need to use another CF to record the result of the
transaction in this case (i.e. if successful then set
CF-SentFeedbackRequest=y or similar) and add an appropriate
condition to check above... but for us it's not required.
Thanks!
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Custom Fields: Elements/ValidateCustomFields never gets values to validate so the Input Must Match... error text is always displayed even when values exist
Hello,
We're running RT 4.0.4 on RHEL6 and we have noticed that any custom field with
Validation set (to Mandatory, for example) will always display the
validation error text Input Must Match [Mandatory] even when the custom field
is populated with a value. These error messages are displayed when we view the
Jumbo version of the ticket or when we click the Custom Fields box link
which then displays Ticket/Modify.html. This seems to happen for all types of
custom fields, but to give one specific example, we're definitely seeing this
for custom fields using Select one value, Select box, and applies to
Tickets.
I've spent the last hour debugging this issue. Here's what I've found:
- the error text is generated in html/Elements/ValidateCustomFields
- no custom field values end up in html/Elements/ValidateCustomFields (i.e. the
@values array) because its initial source of values, $ARGSRef, is always empty.
- two of the pages where these errors occur, Tickets/Modify.html and
Tickets/ModifyAll.html, are calling Elements/ValidateCustomFields with $ARGSRef
always set to {}, which is why $ARGSRef in ValidateCustomFields is always empty.
- I changed the ValidateCustomFields call in Tickets/Modify.html from $ARGSRef
= {} to $ARGSRef = \%ARGS, but this only added an id key and value, such as
this Data::Dumper output: ARGSRef = $VAR1 = {#012 'id' =
'362208'#012};
- So I'm thinking that (1) ValidateCustomFields needs to be called with
$ARGSRef = \%ARGS and (2) \%ARGS needs to contain the data that
ValidateCustomFields expects, which are keys of all the custom fields (e.g.
Object-RT::Ticket--CustomField-75-Value) and their corresponding values for
the ticket being processed.
Am I missing something? Is our installation fried for some reason? Have we
forgotten some RT_SiteConfig magic?
Many thanks for any help with this,
Geoff Mayes
Re: [rt-users] Print Ticket History
I was able to grab the 4.0.5 tarball and modify our current print.css in 4.0.2 to satisfy my needs based on direction from the 4.0.5 css file. Thanks! -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Wednesday, March 07, 2012 10:55 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Print Ticket History On 03/07/2012 11:51 AM, Izz Abdullah wrote: Yeah, I was looking at the print preview of the ticket history, and it is including the header / page title and links, as well as actions like queue change and whatnot. It's not pretty. RT 4.0.2. I ONLY want the ticket history...ok, I can deal with the system changes such as queue changes, RT mail, etc in the history, but can I bypass it from showing the Page-Navigation and Main-Navigation headers? Yes, upgrade to 4.0.5 where we did this work already, like I said...
Re: [rt-users] Custom Fields: Elements/ValidateCustomFields never gets values to validate so the Input Must Match... error text is always displayed even when values exist
On Wed, Mar 07, 2012 at 07:04:35PM +, Geoff Mayes wrote:
We're running RT 4.0.4 on RHEL6 and we have noticed that any custom
field with Validation set (to Mandatory, for example) will always
display the validation error text Input Must Match [Mandatory] even
when the custom field is populated with a value. These error messages
are displayed when we view the Jumbo version of the ticket or when
we click the Custom Fields box link which then displays
Ticket/Modify.html. This seems to happen for all types of custom
fields, but to give one specific example, we're definitely seeing this
for custom fields using Select one value, Select box, and applies
to Tickets.
The code in question passes an empty argument list so that you always
see This field is mandatory and know that removing content will
cause an error. This behavior is intended although we've considered
changing it in a major release.
-kevin
I've spent the last hour debugging this issue. Here's what I've found:
- the error text is generated in html/Elements/ValidateCustomFields
- no custom field values end up in html/Elements/ValidateCustomFields (i.e.
the @values array) because its initial source of values, $ARGSRef, is always
empty.
- two of the pages where these errors occur, Tickets/Modify.html and
Tickets/ModifyAll.html, are calling Elements/ValidateCustomFields with
$ARGSRef always set to {}, which is why $ARGSRef in ValidateCustomFields is
always empty.
- I changed the ValidateCustomFields call in Tickets/Modify.html from
$ARGSRef = {} to $ARGSRef = \%ARGS, but this only added an id key and
value, such as this Data::Dumper output: ARGSRef = $VAR1 = {#012
'id' = '362208'#012};
- So I'm thinking that (1) ValidateCustomFields needs to be called with
$ARGSRef = \%ARGS and (2) \%ARGS needs to contain the data that
ValidateCustomFields expects, which are keys of all the custom fields (e.g.
Object-RT::Ticket--CustomField-75-Value) and their corresponding values for
the ticket being processed.
Am I missing something? Is our installation fried for some reason? Have we
forgotten some RT_SiteConfig magic?
Many thanks for any help with this,
Geoff Mayes
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[rt-users] problems installing rt4 on Ubuntu 11.11
Hi folks, I have an Ubuntu 11.11 system that I want to install RT onto, but the MySQL database is on another system. And this seems to be an issue even though the installer seems to think it can do this. I found this recent thread but the OP did not report back as to how he got it to work http://lists.bestpractical.com/pipermail/rt-users/2012-January/074770.html So what did I do? I installed the packages via apt-get apt-get install request-tracker4 rt4-apache2 rt4-clients rt4-db-mysql and then as part of that, it prompted me for a number of things. When it came to the part where it said it wants to configure the database, I told it I would do it manually because silly me I did not think it would deal with having the DB on a separate system. So when the install was done I went over to my other system and created a DB and user for RT, and gave the user the proper permissions for the DB. I verified the permissions were good by doing the DB creation from the RT system. I did this : mysql --user-rt4 --password=rtticket --host=10.246.159.43 --database=requesttracker4 /usr/share/request-tracker4/etc/schema.mysql Where the IP shown is not my RT system, it is the system with the MySQL DB. This command worked well and so I then went about finding all the files where I had to make changes for this to work. I thought I had found them, but when I tried to start Apache I got this : ---snip--- apachectl restart [Tue Mar 6 21:07:39 2012] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 242. (/usr/share/request-tracker4/lib/RT/Handle.pm:241) RT couldn't connect to the database where tickets are stored. If this is a new installation of RT, you should visit the URL below to configure RT and initialize your database. If this is an existing RT installation, this may indicate a database connectivity problem. The error RT got back when trying to connect to your database was: Couldn't find RT_System user in the DB '' ---snip--- And when I went to the URL for it on my RT system, I got this : ---snip--- Permission denied at /usr/share/request-tracker4/html/Install/index.html line 98. ---snip--- Then after mucking about a bit more I discovered the Ubuntu dpkg-reconfigure command, which let me re-do the installation and this time around I told it to go ahead and configure the database for me. I answered the questions as best I could and it went ahead to try to do something useful for me, but I ended back up where I began above. See below, where I have replaced the actual FQDN with the text FQDN. I then went over to my database and created a user root@FQDN and gave it full permissions to the database for RT. I suspect what my problem is, is that this root@FQDN user needs to have full permission over my entire MySQL database in order to do a database creation. But that makes me nervous as heck on my live database! Maybe someone can confirm this? Thanks for any help you can give me. I'd be happy with being able to complete the 'dpkg-reconfigure' or with doing it manually. I thought I had gotten all the manual stuff in place properly the first time around but that error on line 98 is what completely stumped me. It was still lacking this RT_System user best I could tell, and I could find nowhere to tell me how to set that up manually. ---snip--- root@bioinfoadmin:/etc/request-tracker4# dpkg-reconfigure request-tracker4**WARNING** **WARNING** If you are using mod_perl or any form of persistent perl **WARNING** process such as FastCGI, you will need to restart your **WARNING** web server and any persistent processes now. **WARNING** dbconfig-common: writing config to /etc/dbconfig-common/request-tracker4.conf ERROR 1045 (28000): Access denied for user 'root'@'FQDN' (using password: YES). unable to connect to mysql server. error encountered creating user: ERROR 1045 (28000): Access denied for user 'root'@'FQDN' (using password: YES) dbconfig-common: request-tracker4 configure: trying again. dbconfig-common: writing config to /etc/dbconfig-common/request-tracker4.conf dbconfig-common: flushing administrative password root@bioinfoadmin:/etc/request-tracker4# !apa apachectl restart [Tue Mar 6 21:07:39 2012] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 242. (/usr/share/request-tracker4/lib/RT/Handle.pm:241) RT couldn't connect to the database where tickets are stored. If this is a new installation of RT, you should visit the URL below to configure RT and initialize your database. If this is an existing RT installation, this may indicate a database connectivity problem. The error RT got back when trying to connect to your database was: Couldn't find RT_System user in the DB '' apache2: Could not reliably determine the server's fully qualified domain name, using 127.0.1.1 for ServerName ---snip--- Oh and one final note, I found this apache config
Re: [rt-users] problems installing rt4 on Ubuntu 11.11
On Wed, Mar 07, 2012 at 04:34:03PM -0500, Alan McKay wrote: Hi folks, I have an Ubuntu 11.11 system that I want to install RT onto, but the MySQL database is on another system. And this seems to be an issue even though the installer seems to think it can do this. I found this recent thread but the OP did not report back as to how he got it to work http://lists.bestpractical.com/pipermail/rt-users/2012-January/074770.html So what did I do? I installed the packages via apt-get apt-get install request-tracker4 rt4-apache2 rt4-clients rt4-db-mysql and then as part of that, it prompted me for a number of things. When it came to the part where it said it wants to configure the database, I told it I would do it manually because silly me I did not think it would deal with having the DB on a separate system. So when the install was done I went over to my other system and created a DB and user for RT, and gave the user the proper permissions for the DB. I verified the permissions were good by doing the DB creation from the RT system. I did this : mysql --user-rt4 --password=rtticket --host=10.246.159.43 --database=requesttracker4 /usr/share/request-tracker4/etc/schema.mysql Where the IP shown is not my RT system, it is the system with the MySQL DB. This command worked well and so I then went about finding all the files where I had to make changes for this to work. I thought I had found them, but when I tried to start Apache I got this : ---snip--- apachectl restart [Tue Mar 6 21:07:39 2012] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker4/lib/RT/Handle.pm line 242. (/usr/share/request-tracker4/lib/RT/Handle.pm:241) RT couldn't connect to the database where tickets are stored. If this is a new installation of RT, you should visit the URL below to configure RT and initialize your database. If this is an existing RT installation, this may indicate a database connectivity problem. The error RT got back when trying to connect to your database was: Couldn't find RT_System user in the DB '' ---snip--- And when I went to the URL for it on my RT system, I got this : ---snip--- Permission denied at /usr/share/request-tracker4/html/Install/index.html line 98. ---snip--- Then after mucking about a bit more I discovered the Ubuntu dpkg-reconfigure command, which let me re-do the installation and this time around I told it to go ahead and configure the database for me. While I can't answer questions about the Ubuntu process (but the packager may chime in with answers) your problem is that while you did part of the RT database install process, RT doesn't expect an empty database, it expects one with a number of existing pieces of data (hence your error). You'll want to review the rt-setup-database --help output. You could use the --skip-create option to let RT handle the schema and data pieces, but since you already have the schema in place, you'll need to run with --action coredata and with --action insert --datafile /patch/to/where/ubuntu/puts/our/initialdata file. -kevin pgpHS6GlGwCN7.pgp Description: PGP signature
