Re: [rt-users] No drop-down for Articles in 4.0.5
I just finish doing this, use the documentation file @ /opt/rt4/docs/customizing/articles_introduction.pod when you create a CLASS mark the checkbox for All Articles in this class should be listed in a dropdown of the ticket reply page make sure you set the group permissions to allow users to seeuse the article in the dropdown menu as well for the custum fields used in each article. *--- Rabin Yasharzadehe* On Mon, May 14, 2012 at 6:46 PM, Max McGrath mmcgr...@carthage.edu wrote: We just upgraded our test environment from 3.8.8 to 4.0.5. In 3.8.8, when you resolved (or replied to, etc...) a ticket, we had the *Select an Article to include* drop-down option that would use an Article from RTFM and drop them right in the ticket. In 4.0.5, I am not seeing this option. When I'm resolving a ticket, I see the *Search for Articles matching* and *Include Article:* options (which I'm not exactly sure how to use either...), but no drop-downs. In each Article class I have checked the *All Articles in this class should be listed in a drop-down of the ticket reply page* option, but I am not seeing them. I've checked in IE, Firefox and Chrome -- but no dropdown. Am I missing something? I've checked the permissions -- I don't believe they are the cause. Thanks! -- Max McGrath Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu
[rt-users] Can't use html in ticket Create/Comment/Reply?
I wanted to arrange some text in the Create data on a ticket I'm creating programmatically into a nice neat table, and so I created it as my $mimeObj = MIME::Entity-build( Type = 'text/html', Charset = 'UTF-8', 'Message-Id' = RT::Interface::Email::GenMessageId, Subject = Change Request, Data = q?A Change Request has been submitted by RT Client1 ( ptomblin+rtclie...@xcski.com) for the following users RT Client1 ( ptomblin+rtclie...@xcski.com) RT Client2 ( ptomblin+rtclie...@xcski.com) To make the following changes: tabletrtdAdd:/tdtdApplication 1 : Application One/td/trtrtdAdd:/tdtdApplication 2 : Application Two/td/trtrtdAdd:/tdtdApplication 3 : Application Three/td/trtrtdAdd:/tdtdMobile 1/td/tr/table?); and when I dump it using $mimeObj-stringify it still has the html in it, and I use that $mimeObj in the Ticket-Create, but when it shows up on the basic ticket display the html appears to have been stripped. I've also tried putting body tags around it, and it doesn't help. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
[rt-users] no error on leaving mandatory custom fields empty on update
I have a mandatory custom field. On create if I do not supply the value then I get an error and the ticket is not created. Thats great. But lets say that I supply the value X for this field on create and then later go in to update the ticket and make the custom field empty. At the same time I update some other fields and then try to save the changes. It saves all the other fields and reverts back the value of this field to X and shows warning messages. I would like it to give an error instead and not save any of the values. Is this possible and if so, how?
[rt-users] Setting up custom search for other users
I have created a custom search that appears on my RT at a glance page. I would like to a group of users RT at a glance page to have these searches without them having to go in and add these. Is there a way I (as an admin) specify searches that users see? -- Jiten Dedhia 212-937-5833
[rt-users] IE9 Compatibility needed to copy/paste
Hi all, One of my users is copy/pasting from a word document, that I guess has some sort of characters that RT does not like. When they copy/paste into RT, a pop up comes up to say to copy/paste into this window instead. It looks like that window cleans the text. If I do this in IE9, the pop up window doesn't actually work, the webpage is essentially stuck until I hit the back button to get to the state prior to that popup coming up. When I put IE9 in IE8 browser mode, it works as intended. The problem I have... My users are copying bits and pieces of a word document that is stored on a Sharepoint site. So they need to use IE9 for ease of use... but IE9 doesn't stay in compatibility mode, which means they have to set that each time they visit RT. Is there anything anyone can think of that doesn't involve a major change to them, but could fix this problem? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
Re: [rt-users] Setting up custom search for other users
Jiten, You make sure that you have granted all the rights you want the group to have for searches to that group, then all members of the group will have this search available to them. I do this on a Global level, that way Privileged Users automatically get these rights when they are in a group and a search is created by someone in that group they are a member of. Kenn On Tue, May 15, 2012 at 5:30 AM, Jiten Dedhia ji...@cobite.com wrote: I have created a custom search that appears on my RT at a glance page. I would like to a group of users RT at a glance page to have these searches without them having to go in and add these. Is there a way I (as an admin) specify searches that users see? -- Jiten Dedhia 212-937-5833
[rt-users] Show a Queue's description instead of its name...
Good Morning, I have been setting up some new queue’s in our RT instance as multiple departments will use this. I wanted to use names like IT_Helpdesk and HR_Inbound for my queues, but that is a little unfriendly for my users. I was wonder if there was a way to change which name is displayed when the queue name is displayed, if it can use the description? I found, http://www.dice.inf.ed.ac.uk/units/user_support/docs/rt/rt-mods.html#QL1, but that seems to be about an older build and not complete. I am using 4.0.5. Has anyone done this? Thanks! April
[rt-users] Help with local custom login x javascript
Hello,
An early time ago, I made motifications on ExternalAUTH LDAP to be possible
autenticate using numeric uids users. For example, the numeric uid 001236456
can authenticate from a LDAP server. In the RT side it has a real id user with
A00123456. The mofication makes a concat a word in front uid and its ok for RT
and LDAP.
Now I'm trying remove the need of the user put all numeric numbers on login.
This a local motification, or callback. I have many users in format 00123456,
and would be nice for them put only 123456 without the zeros. We adjusted a
javascript function for that.
I made a copy of Elements/Login for local customizations.
In Login elemnt i modified this around line 105(RT 4.0.2.):
div class=button-row
span class=inputinput type=submit
onSubmit=formatUIDnumber(this.user,8); class=button value=|/lLogin/
/ /span
/div
My javascript function(inside Login), that checks if the numeric matchs 8
length. If not, put more 0 to complete:
function formatUIDnumber(UID,sizeOK){
if IsNumeric(UID.value){
newUID = UID.value;
zeros = '';
var i = newUID.length;
if(newUID.length==sizeOK) return;
else {
for(i; isizeOK; i++){
zeros = zeros + 0;
}
newUID = zeros + newUID;
}
UID.value = newUID;
return;
}
};
But I'm not getting that, the javascript function is not called when submit
is called, is there another way to call the javascript function formatUIDnumber
before it sends $user and $pass? Can you give some direction, the right way,
please?
[rt-users] If I change domain name, how screwed am I?
Hi guys, I know I've lurked on the list for years, but I've never really ever had a problem with RT. Until now, I've been asked to change the domain name for an RT instance, and I'm thinking, this is going to be a bad day! Does anyone have any advice if this is possible? Thanks, -- Mister Guru
Re: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles
When I login to RT 3.8.8 I find myself at the RT at a glance. From here I click on 'RTFM' to the left and I have a Search area and a button that allows me to do a Simple Search on all my RTFM articles. Maybe on RT 4.0.5 it has changed but for the life of I cannot find it. Scott On May 7, 2012, at 5:46 PM, Kevin Falcone wrote: On Mon, May 07, 2012 at 09:35:34AM -0700, UnixMan wrote: In RT-3.8.8 we could do simple search on the RTFM articles, but, in RT-4.0.5 we cannot. It should still exist, you're going to need to tell us more about what pages it appeared on in 3.8 that it doesn't appear on in 4.0 Also I noticed the test RT-4.0.5 instance on Best Practical's website that RTFM is included in the Home Pulldown but ours is not. That's a dashboard, click on it, it'll take you to a list of tickets about RTFM (You'll note the URL http://issues.bestpractical.com/Dashboards/5715/RTFM) -kevin
Re: [rt-users] If I change domain name, how screwed am I?
On 15 May 2012, at 16:32, Mister IT Guru wrote: Hi guys, I know I've lurked on the list for years, but I've never really ever had a problem with RT. Until now, I've been asked to change the domain name for an RT instance, and I'm thinking, this is going to be a bad day! Does anyone have any advice if this is possible? It should work just fine. We routinely dump our production DB and reload it into our test server and don't get breakage. It's all about getting RT_SiteConfig.pm right. The settings that you are likely to need to change are Organization, RTAddressRegexp, SendmailArguments, CorrespondAddress, CommentAddress, WebDomain, and rtname. Or maybe just a few if you've parameterized some of those from rtname or Organization.
