Re: [rt-users] Extension to allow queue change on creating child ticket
Am 12.06.2012 22:38, schrieb Mike Johnson:
Greetings all,
I searched for an answer to this, but couldn't come up with anything
relevant.
Is there an extension out there, or has someone customized their rt
to allow you to pick the queue a child ticket gets created in? So we
don't have to do a multi-step process to have children tickets on a
parent that are in a different queue?
Would there be some sort of scrip I could make to do this if there
isn't an extension or customization?
Any insight on this would be appreciated.
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 mailto:mike.john...@nosm.ca
Attached a patch with a not perfect but working solution.
-Chris
From 72d48f4805ae1c28bcf4199911109908c0f09402 Mon Sep 17 00:00:00 2001
From: Christian Loos cl...@netcologne.de
Date: Mon, 18 Jul 2011 12:44:35 +0200
Subject: [PATCH] show queue select on ticket cloning
If you come to the ticket create page by the create link in the links section
of a ticket (cloning), show a queue select box.
If you change the queue, the create page is reloaded by javascript to show
the custom fields for the new queue.
---
html/Ticket/Create.html |9 -
1 files changed, 8 insertions(+), 1 deletions(-)
diff --git a/html/Ticket/Create.html b/html/Ticket/Create.html
index 6daec7b..d0174b9 100755
--- a/html/Ticket/Create.html
+++ b/html/Ticket/Create.html
@@ -64,8 +64,15 @@
| /Widgets/TitleBox, title = loc(Create a new ticket)
table border=0 cellpadding=0 cellspacing=0
trtd class=label|/lQueue/:/td
-td class=value Elements/ShowQueue, QueueObj = $QueueObj
+% # NOTE: show queue select on ticket cloning
+% # TODO: find a better way than javascript and send it to Best Practical
+td class=value
+% if ($CloneTicket) {
+ /Elements/SelectQueue, Name = Queue, ShowNullOption = 0, ShowAllQueues
= 0, Default = $ARGS{Queue}, OnChange = 'location.href =
location.href.replace(/(.+Queue=)\d+(.*)/, \'$1\' + this.value + \'$2\');'
+% } else {
+ Elements/ShowQueue, QueueObj = $QueueObj
input type=hidden class=hidden name=Queue value=% $QueueObj-Name %
/
+% }
/td
td class=label|/lStatus/:
/td
--
1.7.2.3
[rt-users] Live on 4.0.6 today and question about Child tickets
We started in v4.0.5 for our upgrade and when someone wanted to create a linked ticket there was an option to select which queue the new child/linked ticket would be created in. We upgrade our dev to 4.0.6 last week to get the security paths available and now it seems that the linking is like it was in 3.8.7 where it assumes you are creating the child ticket in the same queue I do not think we changed anything by design, however, we did have to apply a patch to or Fastcgi module to allow for queue changes as without it the system was crashing Any ideas from the group? Thanks Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/doit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu
[rt-users] Inline images and web interface questions
Hey all, First off, thanks so much for your assistance in helping me get RT working thus far, this is an awesome community! Secondly, onto my questions. I've noticed that if I start a ticket via e-mail, and in the string of replies/comments, insert an image, that image then just becomes an attachment and not an inline image in the e-mail chain. You basically have to open the web interface to see inline images. Is there a way to change this? Finally, when making a comment or reply in the web interface, the e-mail that is sent simply sends JUST that comment or reply, instead of the whole chain. Is there also a way to change this as well? Thanks! Scott
Re: [rt-users] Callbacks not working
Yes - even after the mason cache has been cleared the callback isn't running.
Mark Collins
Westgate IT
0845 017 8852
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of
Ruslan Zakirov
Sent: 12 June 2012 18:54
To: Mark Collins
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Callbacks not working
Have you cleaned the mason cache?
On Tue, Jun 12, 2012 at 6:45 PM, Mark Collins m...@westgateit.com wrote:
Ruslan,
Thanks for the quick response - the file is in the correct path (that was a
cut paste error) with the correct name:
loki:/opt/rt/local/html/Callbacks/Westgate/Tickets/Elements/ShowHistor
y # ls SkipTransaction
When I look at the ticket history, all the content is still there, even if I
change the %init block to skip everything.
RT version is 4.0.5
Mark Collins
Westgate IT
0845 017 8852
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: 12 June 2012 15:40
To: Mark Collins
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Callbacks not working
On Tue, Jun 12, 2012 at 6:29 PM, Mark Collins m...@westgateit.com wrote:
Hi all,
I'm trying to get a callback working that hides the system updates in a
tickets history, but nothing is happening.
I've placed the callback in
/opt/rt/local/html/Callbacks/Westgate/Tickets/Elements (it's call
ShowHistory), and the callback code just isn't running. The callback itself
is as follows:
It should be .../Westgate/Tickets/Elements/ShowHistory directory and file
should be named after name of the callback you want to use. In this case it's
SkipTransaction.
Below see comments about your code.
%init
my $myskip=1;
if ( $Transaction-Type =~ /^(Correspond|Create)$/ ) {
$myskip = 0;
}
$$skip=$myskip;
/%init
%args
$Transaction = undef
$skip = undef
/%args
Logic of the code is slightly wrong. It will work, but it doesn't cope with
multiple callbacks. You shouldn't set $$skip to 1. Use return if $$skip; as
first line in the %INIT block. This way you can avoid conflicts with
extensions that use this callback.
Also, condition looks too agressive, you skip status changes, comments,
custom field changes and many other things, but it's really up to you what to
do here.
Check that $m-request_path matches 'Display.html'. This way you can have
short history on ticket's primary page and full when History tab is clicked.
Any ideas on why this isn't working?
Mark Collins
Westgate IT
Main
0845 017 8852
Fax
0845 017 8854
Web
http://www.westgateit.com
Fax to email
0845 017 8853
Westgate IT Ltd. 12 Riverside Court, Lower Bristol Road, Bath, BA2
3DZ Company Registered in England and Wales, 3379298. Vat
Registration
Number: 692 0383 29
This message (and any associated files) is intended only for the use of the
individual or entity to which it is addressed and may contain information
that is confidential, subject to copyright or constitutes a trade secret. If
you are not the intended recipient you are hereby notified that any
dissemination, copying or distribution of this message, or files associated
with this message, is strictly prohibited. If you have received this message
in error, please notify us immediately by replying to the message and
deleting it from your computer. Messages sent to and from us may be
monitored.
Internet communications cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive late or
incomplete, or contain viruses. Therefore, we do not accept responsibility
for any errors or omissions that are present in this message, or any
attachment, that have arisen as a result of e-mail transmission. If
verification is required, please request a hard-copy version. Any views or
opinions presented are solely those of the author and do not necessarily
represent those of the company.
Scanned by MailDefender - managed email security from intY -
www.maildefender.net
--
Best regards, Ruslan.
Scanned by MailDefender - managed email security from intY -
www.maildefender.net
--
Best regards, Ruslan.
Scanned by MailDefender - managed email security from intY -
www.maildefender.net
Re: [rt-users] Callbacks not working
On Wed, Jun 13, 2012 at 9:41 AM, Mark Collins m...@westgateit.com wrote:
Yes - even after the mason cache has been cleared the callback isn't running.
If the callback has an error, it exits silently. I found a couple of
problems like this by going into /opt/rt4/lib/RT.pm and adding
Carp::click; just before the die $_[0]; in the $SIG{__DIE__}
handler. (Obviously you don't want to leave that there permanently.)
--
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
Re: [rt-users] Inline images and web interface questions
On 06/13/2012 09:36 AM, Scott Sjodin wrote: First off, thanks so much for your assistance in helping me get RT working thus far, this is an awesome community! Secondly, onto my questions. I've noticed that if I start a ticket via e-mail, and in the string of replies/comments, insert an image, that image then just becomes an attachment and not an inline image in the e-mail chain. You basically have to open the web interface to see inline images. Is there a way to change this? This will be fixed by a 4.2 feature. Finally, when making a comment or reply in the web interface, the e-mail that is sent simply sends JUST that comment or reply, instead of the whole chain. Is there also a way to change this as well? This is really unfriendly to people on the ticket since they've already received all the previous mail. Why send them the same content over and over again just making it harder to read the relevant part? You can do it if you want by putting code in the appropriate template to include other transactions.
[rt-users] after upgrade to RT4, display tickets fails
Hi, after an upgrade to RT4, I get these errors. [Wed Jun 13 15:14:50 2012] [info] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(4652) exit(communication error), get stop signal 15 [Wed Jun 13 15:14:51 2012] [warn] [client 193.62.197.26] mod_fcgid: read data timeout in 40 seconds, Can you help me? Thanks. Pedro.
Re: [rt-users] after upgrade to RT4, display tickets fails
more log [Wed Jun 13 15:22:04 2012] [warn] [client 193.62.197.26] mod_fcgid: read data timeout in 40 seconds, referer: http://rt.ebi.ac.uk/extserv/ [Wed Jun 13 15:22:04 2012] [warn] [client 193.62.197.26] (110)Connection timed out: mod_fcgid: ap_pass_brigade failed in handle_request function, On 13/06/2012 15:20, Pedro Albuquerque wrote: Hi, after an upgrade to RT4, I get these errors. [Wed Jun 13 15:14:50 2012] [info] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(4652) exit(communication error), get stop signal 15 [Wed Jun 13 15:14:51 2012] [warn] [client 193.62.197.26] mod_fcgid: read data timeout in 40 seconds, Can you help me? Thanks. Pedro.
Re: [rt-users] Inline images and web interface questions
Thomas, Thanks for your prompt reply. The first part answers my question fully, thanks! Secondly, do you have any guidance (maybe an outline) of the code I would put in the template and maybe which template I would use? I've been scouring the web and haven't come back with much in regards to this. Thanks again, Scott On Wed, Jun 13, 2012 at 6:11 PM, Thomas Sibley t...@bestpractical.comwrote: On 06/13/2012 09:36 AM, Scott Sjodin wrote: First off, thanks so much for your assistance in helping me get RT working thus far, this is an awesome community! Secondly, onto my questions. I've noticed that if I start a ticket via e-mail, and in the string of replies/comments, insert an image, that image then just becomes an attachment and not an inline image in the e-mail chain. You basically have to open the web interface to see inline images. Is there a way to change this? This will be fixed by a 4.2 feature. Finally, when making a comment or reply in the web interface, the e-mail that is sent simply sends JUST that comment or reply, instead of the whole chain. Is there also a way to change this as well? This is really unfriendly to people on the ticket since they've already received all the previous mail. Why send them the same content over and over again just making it harder to read the relevant part? You can do it if you want by putting code in the appropriate template to include other transactions.
[rt-users] Quality review on Articles
Hi I want to apply the concept of 'Quality review' on creation new Articles. I explain: I want that whenyou create a new Article, create a kind o 'Approval'. Until this Approval has not been approve, not be published this new Article in the system. It is possible? I search in Google but I don't find anything... Thanks in advance! -- ... __ / / 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 Facebook (http://on.fb.me/vPv3oN) · Twitter @CE5CA · Linkedin Subscriu-te al butlletí (www.cesca.cat/butlleti) ...
Re: [rt-users] Authentication against LDAP and Authorization against internal db
On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal vad...@gmail.com wrote: I am using external authentication against our corporate AD server successfully, using the RT::Authen::ExternalAuth. But I like the authorization done against internal db for user account. Just because a user has a valid AD credential is not enough for him/her to be able to login to our RT. We like to manage the login by creating the user account into internal db using the Web UI. So we still like the user to use their AD credential and no need to remember another password, and at the same time only be able to login if the same username is available in internal db. Is that possible? Any suggestion/tip is appreciated. Yes, it is possible, but not like you want it to be. As far as I can see users need AD record anyway, just mark them somehow in AD and use this marking in ExternalAuth filter. I have no access to AD. It belongs to corporate group and will not be able to manage a group. There is no way to control the Authorization part locally? Not out of the box. Patch external auth module and add option to avoid creation of new users. So I could just comment this section out to avoid user create as one option? I know, ugly. http://paste.ubuntu.com/1039210/ -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
[rt-users] Table creation question (v4.0.6)
Good morning, We are upgrading to 4.0.6 and changing our architecture a little. We will be running RT on one server and connect to the database on another server. This works fine for most functions but I am attempting to determine how the sphinx server should be setup. This is how I THINK is should be but would like to hear back from anyone that has attempted this scenario DB server: mysql Sphinx should run on the RT server and not the Sphinx server. Creation of Attachementsindex should be CREATE TABLE AttachmentsIndex ( id INTEGER UNSIGNED NOT NULL, weight INTEGER NOT NULL, query VARCHAR(3072) NOT NULL, INDEX(query) ) ENGINE=SPHINX CONNECTION=sphinx://rtserver.org:9312/rt CHARACTER SET utf8 Is this correct or should the SPHINX CONNECTION be the localhost? Thanks. --Dale --- Dale Poulter Coordinator, Search and Core Services Library Digital Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poul...@vanderbilt.edumailto:dale.poul...@vanderbilt.edu
Re: [rt-users] Authentication against LDAP and Authorization against internal db
Coming in late to the party, but wouldn't apache auth do what you are talking about? Combined with ldapimport, you can import users over ldap, but not groups. Then you can define your group for authorization as you wish within rt. At that point you should be able to have both internal and AD groups for authz, and 'ldap' for authn. Am I missing something? Jok On Jun 13, 2012, at 8:14 AM, Asif Iqbal vad...@gmail.commailto:vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov r...@bestpractical.commailto:r...@bestpractical.com wrote: On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal vad...@gmail.commailto:vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov r...@bestpractical.commailto:r...@bestpractical.com wrote: On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal vad...@gmail.commailto:vad...@gmail.com wrote: I am using external authentication against our corporate AD server successfully, using the RT::Authen::ExternalAuth. But I like the authorization done against internal db for user account. Just because a user has a valid AD credential is not enough for him/her to be able to login to our RT. We like to manage the login by creating the user account into internal db using the Web UI. So we still like the user to use their AD credential and no need to remember another password, and at the same time only be able to login if the same username is available in internal db. Is that possible? Any suggestion/tip is appreciated. Yes, it is possible, but not like you want it to be. As far as I can see users need AD record anyway, just mark them somehow in AD and use this marking in ExternalAuth filter. I have no access to AD. It belongs to corporate group and will not be able to manage a group. There is no way to control the Authorization part locally? Not out of the box. Patch external auth module and add option to avoid creation of new users. So I could just comment this section out to avoid user create as one option? I know, ugly. http://paste.ubuntu.com/1039210/ -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.eduhttp://pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.eduhttp://pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.eduhttp://pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] Authentication against LDAP and Authorization against internal db
On Wed, Jun 13, 2012 at 11:13 AM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal vad...@gmail.com wrote: I am using external authentication against our corporate AD server successfully, using the RT::Authen::ExternalAuth. But I like the authorization done against internal db for user account. Just because a user has a valid AD credential is not enough for him/her to be able to login to our RT. We like to manage the login by creating the user account into internal db using the Web UI. So we still like the user to use their AD credential and no need to remember another password, and at the same time only be able to login if the same username is available in internal db. Is that possible? Any suggestion/tip is appreciated. Yes, it is possible, but not like you want it to be. As far as I can see users need AD record anyway, just mark them somehow in AD and use this marking in ExternalAuth filter. I have no access to AD. It belongs to corporate group and will not be able to manage a group. There is no way to control the Authorization part locally? Not out of the box. Patch external auth module and add option to avoid creation of new users. So I could just comment this section out to avoid user create as one option? I know, ugly. http://paste.ubuntu.com/1039210/ This seem to have worked. http://paste.ubuntu.com/1039233/ -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] Authentication against LDAP and Authorization against internal db
On Wed, Jun 13, 2012 at 11:30 AM, Asif Iqbal vad...@gmail.com wrote: On Wed, Jun 13, 2012 at 11:13 AM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal vad...@gmail.com wrote: I am using external authentication against our corporate AD server successfully, using the RT::Authen::ExternalAuth. But I like the authorization done against internal db for user account. Just because a user has a valid AD credential is not enough for him/her to be able to login to our RT. We like to manage the login by creating the user account into internal db using the Web UI. So we still like the user to use their AD credential and no need to remember another password, and at the same time only be able to login if the same username is available in internal db. Is that possible? Any suggestion/tip is appreciated. Yes, it is possible, but not like you want it to be. As far as I can see users need AD record anyway, just mark them somehow in AD and use this marking in ExternalAuth filter. I have no access to AD. It belongs to corporate group and will not be able to manage a group. There is no way to control the Authorization part locally? Not out of the box. Patch external auth module and add option to avoid creation of new users. So I could just comment this section out to avoid user create as one option? I know, ugly. http://paste.ubuntu.com/1039210/ This seem to have worked. http://paste.ubuntu.com/1039233/ fixed some of the comments to reflect the intention http://paste.ubuntu.com/1039239/ -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] R: Extension to allow queue change on creating child ticket
On Tue, Jun 12, 2012 at 08:58:56PM +, Scotto Alberto wrote: If I understand well, then you didn't search very well: this extension is listed in bestpractical's website! [1]http://bestpractical.com/rt/extensions.html [2]http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/lib/RT/Extension/SpawnLinkedTicketInQueue.pm BTW, there is something I don't quite understand about this extension, and I'm gonna ask. The fact is that the child ticket created by the extension does not contain any text of the original request, which doesn't seem very nice to me.. Maybe the idea is to avoid duplicating something memory-expensive as the content of a request. Nevertheless it takes much more for the AdminCC of the new queue to read the request, as he/she has to do more clicks (links, parent). Anyone who noticed this behaviour and improved it? I haven't gone deep on this yet, as I'm on configuring/customizing SLA extension right now There are other extensions that clone the ticket, or clone transactions on a ticket. SpawnLinkedTicketInQueue wasn't designed to copy content, it was designed to solve a problem we have - trivially make a related ticket in another Queue to help the person who has to set up linked tickets at the start of a project. Something like RT::Extension::CloneTicket::WithData or one of the similar modules available may do what you want. -kevin pgpXw90DN89eU.pgp Description: PGP signature
Re: [rt-users] Quality review on Articles
On Wed, Jun 13, 2012 at 04:41:23PM +0200, Daniel Garcia Mejia wrote: I want to apply the concept of 'Quality review' on creation new Articles. I explain: I want that whenyou create a new Article, create a kind o 'Approval'. Until this Approval has not been approve, not be published this new Article in the system. Unfortunately, there is no concept of Scrips on Articles, so you can't use the standard RT infrastructure for this. You'll need to add custom code into the article creation process to spawn a ticket. -kevin pgpJNtlEZQzpz.pgp Description: PGP signature
Re: [rt-users] Slightly off-topic
On 12 Jun 2012, at 16:26, Paul Tomblin wrote: I have a need to access information in another database simultaneously to the , so I cloned RT::Handle.pm into my own RTx::FooBar::Handle that access the other database. Now I'm testing this on my Linux box and everything is running fine, but I copied it over to my MacBook Pro in order to demo it to a client, but Postgres is complaining that it's running out of database handles. So I added a DESTROY method to my RTx::FooBar::Handle that does a $self-dbh-disconnect. I stuck a call to $RT::Logger-debug in that DESTROY method just to make sure. On the Linux box, it's definitely getting called and the debug is printing out, but I wasn't running out of handles there so I don't know if that's helping matters. On the Mac, either it's not getting called or the logger isn't working, and it's running out of handles still. Any suggestions? Maybe http://archives.postgresql.org/pgsql-general/ could be helpful? Maybe not. It isn't clear to me what exactly you mean by Postgres complaining that it's running out of database handles as that doesn't sound much like any complaint I've seen from Postgres. It may be relevant that the MacOS Perl environment is rather lame by default, so if you haven't built an alternative Perl environment you may be working with some Perl modules that are outdated or have been given some special Apple touch so that they aren't quite like they should be.
Re: [rt-users] Can't add more than one attachment
Thanks for the update. Perhaps, a wish that can be added to to-do list;-) . Hossein On 6/12/2012 6:53 PM, Kevin Falcone wrote: On Tue, Jun 12, 2012 at 10:29:13AM -0700, Hossein Rafighi wrote: I am not certain if this is mis/configuration on my part, but it seems users can only add one attachment when they are replying to a ticket using the web interface! Although Add More Files button is there, but when you click on it it submits a ticket rather than allowing you to add more attachments. Is this a bug, or misconfig on my part? I am using RT 4.0.0 This is a known bug in the SelfService interface. I don't believe there is a current branch to correct it unfortunately. -kevin -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.ca
Re: [rt-users] Authentication against LDAP and Authorization against internal db
On Wed, Jun 13, 2012 at 11:35 AM, Asif Iqbal vad...@gmail.com wrote: On Wed, Jun 13, 2012 at 11:30 AM, Asif Iqbal vad...@gmail.com wrote: On Wed, Jun 13, 2012 at 11:13 AM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal vad...@gmail.com wrote: I am using external authentication against our corporate AD server successfully, using the RT::Authen::ExternalAuth. But I like the authorization done against internal db for user account. Just because a user has a valid AD credential is not enough for him/her to be able to login to our RT. We like to manage the login by creating the user account into internal db using the Web UI. So we still like the user to use their AD credential and no need to remember another password, and at the same time only be able to login if the same username is available in internal db. Is that possible? Any suggestion/tip is appreciated. Yes, it is possible, but not like you want it to be. As far as I can see users need AD record anyway, just mark them somehow in AD and use this marking in ExternalAuth filter. I have no access to AD. It belongs to corporate group and will not be able to manage a group. There is no way to control the Authorization part locally? Not out of the box. Patch external auth module and add option to avoid creation of new users. So I could just comment this section out to avoid user create as one option? I know, ugly. http://paste.ubuntu.com/1039210/ This seem to have worked. http://paste.ubuntu.com/1039233/ fixed some of the comments to reflect the intention http://paste.ubuntu.com/1039239/ What page to modify to let user know to login with their AD account going forward? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] Table creation question (v4.0.6)
On Wed, Jun 13, 2012 at 7:02 PM, Poulter, Dale dale.poul...@vanderbilt.edu wrote: Good morning, We are upgrading to 4.0.6 and changing our architecture a little. We will be running RT on one server and connect to the database on another server. This works fine for most functions but I am attempting to determine how the sphinx server should be setup. This is how I THINK is should be but would like to hear back from anyone that has attempted this scenario DB server: mysql Sphinx should run on the RT server and not the Sphinx server. Sphinx should be close to DB. RT sends requests to DB and DB sends requests to sphinx. RT doesn't talk to sphinx directly. --Dale --- Dale Poulter Coordinator, Search and Core Services Library Digital Services Vanderbilt University 419 21st Avenue South, Room 812 Nashville, TN 37203-2427 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poul...@vanderbilt.edu -- Best regards, Ruslan.
Re: [rt-users] Authentication against LDAP and Authorization against internal db
On Wed, Jun 13, 2012 at 12:24 PM, Asif Iqbal vad...@gmail.com wrote: On Wed, Jun 13, 2012 at 11:35 AM, Asif Iqbal vad...@gmail.com wrote: On Wed, Jun 13, 2012 at 11:30 AM, Asif Iqbal vad...@gmail.com wrote: On Wed, Jun 13, 2012 at 11:13 AM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 1:57 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Tue, Jun 12, 2012 at 6:35 PM, Asif Iqbal vad...@gmail.com wrote: On Tue, Jun 12, 2012 at 5:51 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Tue, Jun 12, 2012 at 5:38 AM, Asif Iqbal vad...@gmail.com wrote: I am using external authentication against our corporate AD server successfully, using the RT::Authen::ExternalAuth. But I like the authorization done against internal db for user account. Just because a user has a valid AD credential is not enough for him/her to be able to login to our RT. We like to manage the login by creating the user account into internal db using the Web UI. So we still like the user to use their AD credential and no need to remember another password, and at the same time only be able to login if the same username is available in internal db. Is that possible? Any suggestion/tip is appreciated. Yes, it is possible, but not like you want it to be. As far as I can see users need AD record anyway, just mark them somehow in AD and use this marking in ExternalAuth filter. I have no access to AD. It belongs to corporate group and will not be able to manage a group. There is no way to control the Authorization part locally? Not out of the box. Patch external auth module and add option to avoid creation of new users. So I could just comment this section out to avoid user create as one option? I know, ugly. http://paste.ubuntu.com/1039210/ This seem to have worked. http://paste.ubuntu.com/1039233/ fixed some of the comments to reflect the intention http://paste.ubuntu.com/1039239/ What page to modify to let user know to login with their AD account going forward? well copied the Elements/Login to local and made the following change. Hopefully it won't break anything. http://paste.ubuntu.com/1039396/ -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing?
Re: [rt-users] after upgrade to RT4, display tickets fails
You should check RT's logs. On Wed, Jun 13, 2012 at 6:22 PM, Pedro Albuquerque pedro...@ebi.ac.uk wrote: more log [Wed Jun 13 15:22:04 2012] [warn] [client 193.62.197.26] mod_fcgid: read data timeout in 40 seconds, referer: http://rt.ebi.ac.uk/extserv/ [Wed Jun 13 15:22:04 2012] [warn] [client 193.62.197.26] (110)Connection timed out: mod_fcgid: ap_pass_brigade failed in handle_request function, On 13/06/2012 15:20, Pedro Albuquerque wrote: Hi, after an upgrade to RT4, I get these errors. [Wed Jun 13 15:14:50 2012] [info] mod_fcgid: process /opt/rt4/sbin/rt-server.fcgi(4652) exit(communication error), get stop signal 15 [Wed Jun 13 15:14:51 2012] [warn] [client 193.62.197.26] mod_fcgid: read data timeout in 40 seconds, Can you help me? Thanks. Pedro. -- Best regards, Ruslan.
Re: [rt-users] Callbacks not working
On Wed, Jun 13, 2012 at 5:41 PM, Mark Collins m...@westgateit.com wrote:
Yes - even after the mason cache has been cleared the callback isn't running.
Check permissions and logs.
Mark Collins
Westgate IT
0845 017 8852
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of
Ruslan Zakirov
Sent: 12 June 2012 18:54
To: Mark Collins
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Callbacks not working
Have you cleaned the mason cache?
On Tue, Jun 12, 2012 at 6:45 PM, Mark Collins m...@westgateit.com wrote:
Ruslan,
Thanks for the quick response - the file is in the correct path (that was a
cut paste error) with the correct name:
loki:/opt/rt/local/html/Callbacks/Westgate/Tickets/Elements/ShowHistor
y # ls SkipTransaction
When I look at the ticket history, all the content is still there, even if I
change the %init block to skip everything.
RT version is 4.0.5
Mark Collins
Westgate IT
0845 017 8852
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: 12 June 2012 15:40
To: Mark Collins
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Callbacks not working
On Tue, Jun 12, 2012 at 6:29 PM, Mark Collins m...@westgateit.com wrote:
Hi all,
I'm trying to get a callback working that hides the system updates in a
tickets history, but nothing is happening.
I've placed the callback in
/opt/rt/local/html/Callbacks/Westgate/Tickets/Elements (it's call
ShowHistory), and the callback code just isn't running. The callback itself
is as follows:
It should be .../Westgate/Tickets/Elements/ShowHistory directory and file
should be named after name of the callback you want to use. In this case
it's SkipTransaction.
Below see comments about your code.
%init
my $myskip=1;
if ( $Transaction-Type =~ /^(Correspond|Create)$/ ) {
$myskip = 0;
}
$$skip=$myskip;
/%init
%args
$Transaction = undef
$skip = undef
/%args
Logic of the code is slightly wrong. It will work, but it doesn't cope with
multiple callbacks. You shouldn't set $$skip to 1. Use return if $$skip;
as first line in the %INIT block. This way you can avoid conflicts with
extensions that use this callback.
Also, condition looks too agressive, you skip status changes, comments,
custom field changes and many other things, but it's really up to you what
to do here.
Check that $m-request_path matches 'Display.html'. This way you can have
short history on ticket's primary page and full when History tab is clicked.
Any ideas on why this isn't working?
Mark Collins
Westgate IT
Main
0845 017 8852
Fax
0845 017 8854
Web
http://www.westgateit.com
Fax to email
0845 017 8853
Westgate IT Ltd. 12 Riverside Court, Lower Bristol Road, Bath, BA2
3DZ Company Registered in England and Wales, 3379298. Vat
Registration
Number: 692 0383 29
This message (and any associated files) is intended only for the use of the
individual or entity to which it is addressed and may contain information
that is confidential, subject to copyright or constitutes a trade secret.
If you are not the intended recipient you are hereby notified that any
dissemination, copying or distribution of this message, or files associated
with this message, is strictly prohibited. If you have received this
message in error, please notify us immediately by replying to the message
and deleting it from your computer. Messages sent to and from us may be
monitored.
Internet communications cannot be guaranteed to be secure or error-free as
information could be intercepted, corrupted, lost, destroyed, arrive late
or incomplete, or contain viruses. Therefore, we do not accept
responsibility for any errors or omissions that are present in this
message, or any attachment, that have arisen as a result of e-mail
transmission. If verification is required, please request a hard-copy
version. Any views or opinions presented are solely those of the author and
do not necessarily represent those of the company.
Scanned by MailDefender - managed email security from intY -
www.maildefender.net
--
Best regards, Ruslan.
Scanned by MailDefender - managed email security from intY -
www.maildefender.net
--
Best regards, Ruslan.
Scanned by MailDefender - managed email security from intY -
www.maildefender.net
--
Best regards, Ruslan.
[rt-users] RT Web Login message
How do I place this in the title?
http://paste.ubuntu.com/1039470/
I were able to modify the local/html/Elements/Login and
changed
| /Widgets/TitleBox, title = loc('Login'), titleright = $RT::VERSION,
hideable = 0
with
| /Widgets/TitleBox, title = loc('LOGIN with your AD Credentials'),
titleright = $RT::VERSION, hideable = 0
And that works fine. But when I paste that long html line it breaks
terribly.
Any help would be appreciated.
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
[rt-users] RT Web UI Login message
How do I place this in the title?
http://paste.ubuntu.com/1039470/
I were able to modify the local/html/Elements/Login and
changed
| /Widgets/TitleBox, title = loc('Login'), titleright = $RT::VERSION,
hideable = 0
with
| /Widgets/TitleBox, title = loc('LOGIN with your AD Credentials'),
titleright = $RT::VERSION, hideable = 0
And that works fine. But when I paste that long html line it breaks
terribly.
Any help would be appreciated.
P.S. resent. had a mishap with the subject on previous email.
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
Re: [rt-users] Search Ticket Transaction History in Query Builder?
Excellent suggestion! This is how I ended up doing it and Operations is testing
it now.
I created a custom field named Last Reopened Date and applied that to the
Queues I care about.
I then added this scrip to the queues in question.
Description: On Reopen Set Date
Condition: User Defined
Action: User Defined
Template: Global template: Blank
Stage: Transactioncreate
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
return 1;
Based on my quick testing here this works perfectly.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, June 12, 2012 9:02 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
SELECT Tickets.id, Tickets.Created, Tickets.Subject, Tickets.Status,
Queues.Name FROM Transactions, Tickets, Queues WHERE
Tickets.Queue=Queues.id AND Queues.Name=Test Queue 1
AND Tickets.Status='open'
AND Transactions.ObjectId=Tickets.id
AND Transactions.OldValue REGEXP stalled|resolved
AND Transactions.NewValue='open'
AND Transactions.Data = 'Ticket auto-opened on incoming correspondence'
AND Transactions.Created = @START
AND Transactions.Created = @FINISH
Your join between Tickets and Transactions is wrong. Transactions also apply
to objects other than tickets, so you need to limit by ObjectType too not just
ObjectId.
(The query is also not quite what you want because it will miss tickets which
are currently Status != 'open' but were auto-opened at some point earlier in
the time frame.)
To solve your problem using RT's normal customization routes, I suggest
extending the default auto-open scrip (user-defined action) to set a DateTime
custom field on the ticket when it fires. This greatly simplifies your search
and lets you run it in RT from the web.
Your report can then be a standard RT saved search used in a chart or a
dashboard.
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
On 06/13/2012 04:15 PM, Brian Schrock wrote:
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
I think your logic is wrong here. You're OR-ing all those together
instead of a combination of AND and OR with parentheses to group correctly.
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
Avoid the localtime math and just pass:
Value = $self-TransactionObj-CreatedObj-AsString
Re: [rt-users] Search Ticket Transaction History in Query Builder?
Yep, I was just staring at that and thinking how permissive that was. Fixing it
now.
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, June 13, 2012 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
On 06/13/2012 04:15 PM, Brian Schrock wrote:
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
I think your logic is wrong here. You're OR-ing all those together instead of
a combination of AND and OR with parentheses to group correctly.
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
Avoid the localtime math and just pass:
Value = $self-TransactionObj-CreatedObj-AsString
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
Re: [rt-users] Search Ticket Transaction History in Query Builder?
Ok fixed it, this appears to be working.
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
return 0 unless ($type eq Status) || ($type eq 'Set' $txn-Field eq
'Status');
return 0 unless ($txn-OldValue eq resolved) || ($txn-OldValue eq stalled);
return 0 unless ($txn-NewValue eq open);
return 0 unless ($txn-Data eq 'Ticket auto-opened on incoming correspondence');
return 1;
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Schrock
Sent: Wednesday, June 13, 2012 4:24 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
Yep, I was just staring at that and thinking how permissive that was. Fixing it
now.
Brian J. Schrock
Network Operations
The Garden City Group, Inc.
5151 Blazer Parkway Suite A
Dublin, Ohio 43017
Telephone: 614-289-5457
Email: brian.schr...@gcginc.com
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Wednesday, June 13, 2012 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Search Ticket Transaction History in Query Builder?
On 06/13/2012 04:15 PM, Brian Schrock wrote:
Custom Condition:
my $txn = $self-TransactionObj;
my $type = $txn-Type;
unless (
($type eq Status) ||
($type eq 'Set' $txn-Field eq 'Status') ||
($txn-OldValue eq resolved) ||
($txn-OldValue eq stalled) ||
($txn-NewValue eq open) ||
($txn-Data eq 'Ticket auto-opened on incoming correspondence')
) {
I think your logic is wrong here. You're OR-ing all those together instead of
a combination of AND and OR with parentheses to group correctly.
return 0;
}
return 1;
Custom action cleanup code:
my $Ticket = $self-TicketObj;
my $CFName = 'Last Reopened Date';
my $CF = RT::CustomField-new( $RT::SystemUser );
$CF-LoadByNameAndQueue( Name = $CFName, Queue = $Ticket-Queue );
my @date = localtime(time());
my $year = $date[5] += 1900 ;
my $month = $date[4] += 1 ;
my $day = $date[3] ;
my $date_stamp = $year-$month-$day;
$Ticket-AddCustomFieldValue( Field = $CF, Value = $date_stamp);
Avoid the localtime math and just pass:
Value = $self-TransactionObj-CreatedObj-AsString
This communication (including any attachments) is intended for the use of the
intended recipient(s) only and may contain information that is confidential,
privileged or legally protected. Any unauthorized use or dissemination of this
communication is strictly prohibited. If you have received this communication
in error, please immediately notify the sender by return e-mail message and
delete all copies of the original communication. Thank you for your cooperation.
