[rt-users] Reset "10 highest priority tickets I own" to default

[Joel Dahl]

Hi,

I have one user who's changed/messed up the columns in his "10 highest priority 
tickets I own" on RT at a glance. How do I reset it to default again for this 
particular user?

We're running RT 4.0.8.

// Joel


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[rt-users] Reload create.html/update.html upon CF field selection

[CeeMorales]

Hello all,

I'm running RT4.0.5 on Ubuntu 11.10 but have no issue upgrading to the
latest version, OS included.

Now, would it be possible to reload the create/update.html (or perhaps an
alternate create/update.html) page upon selection of a certain value from a
drop-down menu Custom Field?

Let's say during ticket creation the user selects HIGH from the Severity
Custom Field, upon selection the create.html is reloaded but now displays an
extra Custom Field, a data input box for example.

Thank you all for your time!



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Re: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache OpenID module

[Thomas Klump]

Tim,

Thanks, adding a section to the virtualhost configuration for NoAuth having no 
authentication worked like a charm. The webpage I found the solution on is:

http://requesttracker.wikia.com/wiki/WebExternalAuth

and the snippet I added to my rc.conf was:


Satisfy Any
Allow from all


Thanks,

Thomas

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Tim Wiley
Sent: Wednesday, February 13, 2013 7:28 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache 
OpenID module

On 02/12/2013 08:00 PM, Thomas Klump wrote:
> I'm working on implementing RT with OpenID. I started with a basic 
> installation of RT and I created some test tickets from within the 
> webui and via email. Everything worked great. I then started to 
> implement OpenID for authentication. I tried using the RT OpenID 
> plugin but I was never able to get that to work and there was very 
> little documentation out there about it. I then decided to install 
> WebExternalAuth use the Apache OpenID module for authentication. I was 
> able to get this to work and now the web interface works great.
> Unfortunately, now the rt-mailgate is no longer working. When I email 
> the queue the following error is logged in the maillog:
>
> Feb 13 03:17:03 sendmail[20134]: r1D3Gsht020130:
> to="|/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action 
> correspond --url http://rt.example.com/";, 
> ctladdr= > (8/0), delay=00:00:08, 
> xdelay=00:00:01, mailer=prog, pri=123857, dsn=4.0.0, stat=Deferred:
> prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
>
> I then tried testing it from command line with the following results:
>
> # (echo Subject: test; echo; echo test) |/usr/local/rt/bin/rt-mailgate 
> --queue 'Customer Service' --action correspond --url 
> http://rt.example.com --debug
>
> /usr/local/rt/bin/rt-mailgate: temp file is '/tmp/b4OHJlWSwH/Kgebhr0hI2'
>
> /usr/local/rt/bin/rt-mailgate: connecting to 
> http://rt.example.com/REST/1.0/NoAuth/mail-gateway
>
> An Error Occurred
>
> =
>
> 302 Found
>
> /usr/local/rt/bin/rt-mailgate: undefined server error
>
> I then switched back to normal authentication methods in my apache 
> virtualhost config and then rt-mailgate would process emails 
> successfully. Here is my apache vituralhost configuration that seems 
> to be the problem:
>
> 
>
>  # Optional apache logs for RT
>
>  # ErrorLog /usr/local/rt/var/log/apache2.error
>
>  # TransferLog /usr/local/rt/var/log/apache2.access
>
>  # LogLevel debug
>
>  AddDefaultCharset UTF-8
>
>  DocumentRoot "/usr/local/rt/share/html"
>
>  
>
> # If I comment out the section below and uncomment the two lines below 
> that everything works
>
>  AuthType OpenID
>
>  require valid-user
>
>  AuthOpenIDTrusted ^http://www.example.com/$
>
>  AuthOpenIDUseCookie On
>
>  AuthOpenIDSingleIdP http://www.example.com
>
>  AuthOpenIDTrustRoot http://rt.example.com
>
>  AuthOpenIDCookieName rt_auth_cookie
>
>  AuthOpenIDSecureCookie Off
>
> #   Order allow,deny
>
> #   Allow from all
>
>  SetHandler modperl
>
>  PerlResponseHandler Plack::Handler::Apache2
>
>  PerlSetVar psgi_app /usr/local/rt/sbin/rt-server
>
>  
>
>  
>
>  use Plack::Handler::Apache2;
>
>
> Plack::Handler::Apache2->preload("/usr/local/rt/sbin/rt-server");
>
>  
>
> 
>
> Thanks for any help on this issue.
>
> Thomas Klump
>
>
>
>
>

I don't use RT in this way, but it sounds like you need to open up an area of 
RT for no authentication.  Take a look at the page below.  Note that it says 
it's out of date, so I may be way off here, but check out the part where it 
opens up /NoAuth.  You may have to play around with the location, as it looks 
like you're going through the REST API.


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Re: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache OpenID module

[Tim Wiley]

On 02/13/2013 10:10 AM, Thomas Klump wrote:

Tim,

Thanks, adding a section to the virtualhost configuration for NoAuth having no 
authentication worked like a charm. The webpage I found the solution on is:

http://requesttracker.wikia.com/wiki/WebExternalAuth

Thanks,

Thomas


It's usually a good idea to also reply to the list so others know the 
eventual resolution.


Also...so much for responding to e-mail before coffee.  I absolutely 
intended on adding that link to my e-mail & didn't.  My apologies.  I'm 
glad you eventually found it & figure it out.



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Re: [rt-users] Displaying times in local user's timezone (worldwide support)?

[Thomas Sibley]

On 02/13/2013 04:13 AM, Craig Ringer wrote:
> At this point it's a trial instance with low ticket volumes
> and user counts, and RT's paid support doesn't really have a casual
> entry-level option suitable for "we're thinking of using RT, how would
> you meet this requirement".

For the record, we offer hourly consulting.  Contact
sa...@bestpractical.com if you're interested.


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Re: [rt-users] Displaying times in local user's timezone (worldwide support)?

[Thomas Sibley]

On 02/13/2013 06:42 AM, Craig Ringer wrote:
> That said, from a usability point of view, the "Options" page could
> really use a link to "About me", particularly in the "Locale" and "Mail"
> sections. The separation of display timezone and date format locale
> seems really bizarre, and is part of why I didn't find the option; if it
> were supported, surely the timezone would be set in the user editor
> accessible as admin, or in the Options section? It never occurred to me
> to look in About Me.

There are internal reasons, of course, why this isn't the case.  They
aren't good reasons though, and the timezone and language settings on a
user should be made visible from the user's preferences page (rather
than the user properties page).  The timezone property should also be
accessible to the admin user page.  File a feature request, please, to
rt-b...@bestpractical.com or http://issues.bestpractical.com.

Regarding your concerns about RT's timezone support, they're based on
false assumptions.  RT uses the standard modern timezone specs and its
timezone support is pretty good.  Best Practical has engineers scattered
around the world, so a tool without proper timezoning is not an option.
:)  The comment you dug out of the code is related to Time::ParseDate
*itself*, and describes RT's workaround for it.  Perl has very modern
date and timezone handling via the DateTime suite, but RT predates it by
quite a few years and hasn't had the need to switch to it yet.

Thomas


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Re: [rt-users] RT-Extension-RepliesToResolved not creating links

[Nick Fennell]

Tim. FYI. The problem 1) was caused by me installing via CPAN and not running 
make initdb. I assumed this step would be taken care of as not installing from 
source. My mistake there.

Downloaded the source, re-ran install, performed make initdb and the scrip to 
create the link now exists.

I've just seen your reply come in as I'm writing this so your bang on key!

-- 
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ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
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On 13 Feb 2013, at 16:58, Nick Fennell  wrote:

> Cheers Tim. Seems 0.02 is available on CPAN as that's the version I've 
> installed.
> 
> {{{
> grep -i version RepliesToResolved.pm 
> our $VERSION = '0.02';
> }}}
> 
> Should I now apply head to desk? :-)
> 
> -- 
> Nick Fennell
> ApplianSys Support Team Leader
> 
> ApplianSys Limited
> University of Warwick Science Park
> Business Innovation Centre
> Harry Weston Road
> Coventry CV3 2TX
> 
> t: +44 (0) 870 7707 789
> s: nick-fennell
> www.appliansys.com
> 
> Our sales team sells by referral:
> Less time looking for customers, more time looking after them
> 
> Subscribe: http://eepurl.com/ibKtY
> 
> On 13 Feb 2013, at 16:52, Tim Cutts  wrote:
> 
>> 
>> On 13 Feb 2013, at 16:34, Nick Fennell  wrote:
>> 
>>> Hi All.
>>> 
>>> Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. 
>>> This was in place of a less supported option 'ForkIntoNewTicket'.
>>> 
>>> The new plugin seems to work in the basic sense, resolved tickets are no 
>>> longer recording new messages but instead, new messages are forked 
>>> correctly into a new ticket.
>>> 
>>> However, I have one or two little gripes;
>>> 
>>> 1) I don't see the links being created between the forked response and the 
>>> original ticket
>>> 2) I'd like to be able to prefix the forked template so that it includes a 
>>> similar message to;
>>> 
>>> Response received on reply to previously resolved ticket: #12345
>> 
>> Can't help you with the second bit, but (1) is already fixed, if you're 
>> using version 0.02 of the extension, which you can get from github if it's 
>> not on CPAN yet:
>> 
>> https://github.com/bestpractical/rt-extension-repliestoresolved
>> 
>> Regards,
>> 
>> 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.
> 



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Re: [rt-users] RT-Extension-RepliesToResolved not creating links

[Tim Cutts]

On 13 Feb 2013, at 16:58, Nick Fennell  wrote:

> Cheers Tim. Seems 0.02 is available on CPAN as that's the version I've 
> installed.
> 
> {{{
> grep -i version RepliesToResolved.pm 
> our $VERSION = '0.02';
> }}}
> 
> Should I now apply head to desk? :-)

Hmmm ... so it's creating the new tickets, but not creating the links?

You did do the make initdb part of the module installation, didn't you?  The 
link creation is done by a scrip called "On Create, Link to Resolved Tickets".  
Is that Scrip there on your system, and active?

Tim

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 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. 


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Re: [rt-users] RT-Extension-RepliesToResolved not creating links

[Nick Fennell]

Cheers Tim. Seems 0.02 is available on CPAN as that's the version I've 
installed.

{{{
grep -i version RepliesToResolved.pm 
our $VERSION = '0.02';
}}}

Should I now apply head to desk? :-)

-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

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On 13 Feb 2013, at 16:52, Tim Cutts  wrote:

> 
> On 13 Feb 2013, at 16:34, Nick Fennell  wrote:
> 
>> Hi All.
>> 
>> Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. 
>> This was in place of a less supported option 'ForkIntoNewTicket'.
>> 
>> The new plugin seems to work in the basic sense, resolved tickets are no 
>> longer recording new messages but instead, new messages are forked correctly 
>> into a new ticket.
>> 
>> However, I have one or two little gripes;
>> 
>> 1) I don't see the links being created between the forked response and the 
>> original ticket
>> 2) I'd like to be able to prefix the forked template so that it includes a 
>> similar message to;
>> 
>> Response received on reply to previously resolved ticket: #12345
> 
> Can't help you with the second bit, but (1) is already fixed, if you're using 
> version 0.02 of the extension, which you can get from github if it's not on 
> CPAN yet:
> 
> https://github.com/bestpractical/rt-extension-repliestoresolved
> 
> Regards,
> 
> 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.



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Re: [rt-users] RT-Extension-RepliesToResolved not creating links

[Tim Cutts]

On 13 Feb 2013, at 16:34, Nick Fennell  wrote:

> Hi All.
> 
> Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. This 
> was in place of a less supported option 'ForkIntoNewTicket'.
> 
> The new plugin seems to work in the basic sense, resolved tickets are no 
> longer recording new messages but instead, new messages are forked correctly 
> into a new ticket.
> 
> However, I have one or two little gripes;
> 
> 1) I don't see the links being created between the forked response and the 
> original ticket
> 2) I'd like to be able to prefix the forked template so that it includes a 
> similar message to;
> 
> Response received on reply to previously resolved ticket: #12345

Can't help you with the second bit, but (1) is already fixed, if you're using 
version 0.02 of the extension, which you can get from github if it's not on 
CPAN yet:

https://github.com/bestpractical/rt-extension-repliestoresolved

Regards,

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. 


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[rt-users] RT-Extension-RepliesToResolved not creating links

[Nick Fennell]

Hi All.

Have just installed/enabled the plugin 'RT-Extension-RepliesToResolved'. This 
was in place of a less supported option 'ForkIntoNewTicket'.

The new plugin seems to work in the basic sense, resolved tickets are no longer 
recording new messages but instead, new messages are forked correctly into a 
new ticket.

However, I have one or two little gripes;

1) I don't see the links being created between the forked response and the 
original ticket
2) I'd like to be able to prefix the forked template so that it includes a 
similar message to;

Response received on reply to previously resolved ticket: #12345

Any advice appreciated.

Cheers,

Nick
-- 
Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell
www.appliansys.com

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: http://eepurl.com/ibKtY



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Re: [rt-users] rt-mailgate error 302 with WebExternalAuth and Apache OpenID module

[Tim Wiley]

On 02/12/2013 08:00 PM, Thomas Klump wrote:

I’m working on implementing RT with OpenID. I started with a basic
installation of RT and I created some test tickets from within the webui
and via email. Everything worked great. I then started to implement
OpenID for authentication. I tried using the RT OpenID plugin but I was
never able to get that to work and there was very little documentation
out there about it. I then decided to install WebExternalAuth use the
Apache OpenID module for authentication. I was able to get this to work
and now the web interface works great. Unfortunately, now the
rt-mailgate is no longer working. When I email the queue the following
error is logged in the maillog:

Feb 13 03:17:03 sendmail[20134]: r1D3Gsht020130:
to="|/usr/local/rt/bin/rt-mailgate --queue 'Customer Service' --action
correspond --url http://rt.example.com/";,
ctladdr=mailto:customerserv...@rt.example.com>> (8/0), delay=00:00:08,
xdelay=00:00:01, mailer=prog, pri=123857, dsn=4.0.0, stat=Deferred: prog
mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

I then tried testing it from command line with the following results:

# (echo Subject: test; echo; echo test) |/usr/local/rt/bin/rt-mailgate
--queue 'Customer Service' --action correspond --url
http://rt.example.com --debug

/usr/local/rt/bin/rt-mailgate: temp file is '/tmp/b4OHJlWSwH/Kgebhr0hI2'

/usr/local/rt/bin/rt-mailgate: connecting to
http://rt.example.com/REST/1.0/NoAuth/mail-gateway

An Error Occurred

=

302 Found

/usr/local/rt/bin/rt-mailgate: undefined server error

I then switched back to normal authentication methods in my apache
virtualhost config and then rt-mailgate would process emails
successfully. Here is my apache vituralhost configuration that seems to
be the problem:



 # Optional apache logs for RT

 # ErrorLog /usr/local/rt/var/log/apache2.error

 # TransferLog /usr/local/rt/var/log/apache2.access

 # LogLevel debug

 AddDefaultCharset UTF-8

 DocumentRoot "/usr/local/rt/share/html"

 

# If I comment out the section below and uncomment the two lines below
that everything works

 AuthType OpenID

 require valid-user

 AuthOpenIDTrusted ^http://www.example.com/$

 AuthOpenIDUseCookie On

 AuthOpenIDSingleIdP http://www.example.com

 AuthOpenIDTrustRoot http://rt.example.com

 AuthOpenIDCookieName rt_auth_cookie

 AuthOpenIDSecureCookie Off

#   Order allow,deny

#   Allow from all

 SetHandler modperl

 PerlResponseHandler Plack::Handler::Apache2

 PerlSetVar psgi_app /usr/local/rt/sbin/rt-server

 

 

 use Plack::Handler::Apache2;


Plack::Handler::Apache2->preload("/usr/local/rt/sbin/rt-server");

 



Thanks for any help on this issue.

Thomas Klump







I don't use RT in this way, but it sounds like you need to open up an 
area of RT for no authentication.  Take a look at the page below.  Note 
that it says it's out of date, so I may be way off here, but check out 
the part where it opens up /NoAuth.  You may have to play around with 
the location, as it looks like you're going through the REST API.



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Re: [rt-users] Only copy owner

[Joshua Lansford]

On 02/13/2013 08:36 AM, Joshua Lansford wrote:

Hi folks,
I want to set up a queue monitored by multiple AdminCCs. Once one 
AdminCC becomes the owner, I would like the other AdminCCs to no 
longer receive update emails with each correspondence but still be 
able to view the ticket when logged in.
Thinking of modifying the scrips, specifically "On Correspond Notify 
AdminCcs".
But before I dive into the world of custom conditions and scrips, I 
want to make sure this is the correct direction to go.

Thanks,
~Joshua


Found my own answer:
http://requesttracker.wikia.com/wiki/On_Correspond_Notify_AdminCcs_if_Not_Owned
If someone else used custom scrips, it must be the way to go.
Thanks,
~Joshua


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Re: [rt-users] Displaying times in local user's timezone (worldwide support)?

[Craig Ringer]

On 02/13/2013 10:38 PM, Craig Ringer wrote:
> On 02/13/2013 10:17 PM, Christian Loos wrote:
>> Am 13.02.2013 14:19, schrieb Craig Ringer:
>>> Yes, yes I am. Inevitably, as soon as I posted this message I noticed
>>> that there's a timezone field in the user table, though it isn't exposed
>>> in the UI and is defined as "varchar(50)" with no CHECK constraint, so
>>> it's not exactly clear what's supposed to go in it.
>> If you go to "Logged in as ..." -> Settings -> "About me" you can set
>> your own timezone in the Web UI.
> Ah. It's displayed there, but not in the admin-accessible user
> configuration page at Tools->configuration->users->(Select user) . I
> didn't realise that the user-level one might have different (or more,
> at least) fields to the admin one.
>
> My apologies for the stupid question.

That said, from a usability point of view, the "Options" page could
really use a link to "About me", particularly in the "Locale" and "Mail"
sections. The separation of display timezone and date format locale
seems really bizarre, and is part of why I didn't find the option; if it
were supported, surely the timezone would be set in the user editor
accessible as admin, or in the Options section? It never occurred to me
to look in About Me.

-- 
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 PostgreSQL Development, 24x7 Support, Training & Services



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Re: [rt-users] Displaying times in local user's timezone (worldwide support)?

[Craig Ringer]

On 02/13/2013 10:17 PM, Christian Loos wrote:
> Am 13.02.2013 14:19, schrieb Craig Ringer:
>> Yes, yes I am. Inevitably, as soon as I posted this message I noticed
>> that there's a timezone field in the user table, though it isn't exposed
>> in the UI and is defined as "varchar(50)" with no CHECK constraint, so
>> it's not exactly clear what's supposed to go in it.
> If you go to "Logged in as ..." -> Settings -> "About me" you can set
> your own timezone in the Web UI.
Ah. It's displayed there, but not in the admin-accessible user
configuration page at Tools->configuration->users->(Select user) . I
didn't realise that the user-level one might have different (or more, at
least) fields to the admin one.

My apologies for the stupid question.

I was also hopelessly remiss in failing to report my RT version and
platform, something I should know better than. I'm using RT 4.0.7 on
Debian 6.0.6, with RT installed via Debian backports. I'm considering
updating to 4.0.10 soon.

I'm hoping other members of the team will have some updates to the
Spanish .po files to send in soon, since we'll be focusing significantly
on Spanish support. Would Spanish versions of the default templates be
useful too?

Anyway, sorry for the waste of time. PEBKAC, ID10T error.
> In etc/RT_SiteConfig.pm you can set the global RT Server timezone. Look
> at http://bestpractical.com/rt/docs/latest/RT_Config.html#Timezone for
> more infos.
Yes, the default timezone is set to UTC in RT_SiteConfig .pm by

Set($Timezone, "UTC");

That's in the basic documentation and that part is fine.

-- 
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Re: [rt-users] Displaying times in local user's timezone (worldwide support)?

[Christian Loos]

Am 13.02.2013 14:19, schrieb Craig Ringer:
> Yes, yes I am. Inevitably, as soon as I posted this message I noticed
> that there's a timezone field in the user table, though it isn't exposed
> in the UI and is defined as "varchar(50)" with no CHECK constraint, so
> it's not exactly clear what's supposed to go in it.

If you go to "Logged in as ..." -> Settings -> "About me" you can set
your own timezone in the Web UI.

In etc/RT_SiteConfig.pm you can set the global RT Server timezone. Look
at http://bestpractical.com/rt/docs/latest/RT_Config.html#Timezone for
more infos.

Chris


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[rt-users] Only copy owner

[Joshua Lansford]

Hi folks,
I want to set up a queue monitored by multiple AdminCCs. Once one 
AdminCC becomes the owner, I would like the other AdminCCs to no longer 
receive update emails with each correspondence but still be able to view 
the ticket when logged in.
Thinking of modifying the scrips, specifically "On Correspond Notify 
AdminCcs".
But before I dive into the world of custom conditions and scrips, I want 
to make sure this is the correct direction to go.

Thanks,
~Joshua


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Re: [rt-users] Displaying times in local user's timezone (worldwide support)?

[Craig Ringer]

On 02/13/2013 08:13 PM, Craig Ringer wrote:
>
> Am I missing something?

Yes, yes I am. Inevitably, as soon as I posted this message I noticed
that there's a timezone field in the user table, though it isn't exposed
in the UI and is defined as "varchar(50)" with no CHECK constraint, so
it's not exactly clear what's supposed to go in it.

perldoc RT::User says:

"Returns the current value of Timezone. (In the database, Timezone is
stored as varchar(50).)"

... which is totally uninformative.

I found a comment in Date.pm saying that:

require Time::ParseDate;
# the module supports only legacy timezones like PDT or EST...
# so we parse date as GMT and later apply offset, this only
# should be applied to absolute times, so compensate shift in NOW

suggesting that these timezones might be such legacy timezones. There's
just one wee problem with that: Those timezone acronyms are not unique.
EST for example can mean USA Eastern States Time or Australian Eastern
States Time. They are also DST-unaware, since there's a different TZ
acronym for DST timezones, eg EDT for USA Eastern Daylight Time. This is
why PostgreSQL has a config parameter used to decide which region
ambiguous offsets resolve to.

A look at the perldoc for Time::ParseDate suggests that it also
understands UTC offsets, which are at least unambiguous:

http://search.cpan.org/~muir/Time-modules-2003.0211/lib/Time/ParseDate.pm#Timezone_formats:


but no support for modern timezone specs like Australia/Perth that
auto-adjust to DST based on tzdata rules.

The apparent lack of use of the timezone field within RT makes me wonder
if it's incomplete / non-working. I'll test it out quickly, but it's
hard to be confident in it when it's not exposed by default. Anyone have
comments/experiences? I'm not a a big Perl user, so I'm not sure what
the support for modern dates, offsets and timezones is like in Perl or
what alternatives there are to the 1999 Time::ParseDate module.

-- 
 Craig Ringer   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services



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[rt-users] Displaying times in local user's timezone (worldwide support)?

[Craig Ringer]

Hi all

I'm in the process of implementing RT to replace a custom Eventum fork
with Pg support and a few hacks that we're running.

Since we offer 24x7 support and a strong SLA, RT provides some very
useful features, especially with RT::Extension::SLA and Business::Hours
. However, I'm running into a surprising and unexpected problem with
time zones. At this point it's a trial instance with low ticket volumes
and user counts, and RT's paid support doesn't really have a casual
entry-level option suitable for "we're thinking of using RT, how would
you meet this requirement". So I'm asking you for ideas.

It seems that RT displays times in the server time zone. It doesn't seem
to have a field in the user data to set the user's time zone, nor does
it respect the browser's timezone, which is discoverable using
JavaScript like:

-new Date().getTimezoneOffset()/60;

(this'll handle half- and quarter-hour timezones fine too).

I can add a CustomField for the user's time zone and get them to set it,
and I can give it a default value of "autodetect" that uses some JS to
detect the browser time zone. Ugly, but viable for providing the client
timezone to RT. That's only half the answer, though.

The problem is that as far as I can tell RT doesn't differentiate
between server time and local client time. The user object has no time
zone attribute. RT doesn't appear to have an internal field for "client
time offset" or do any conversion of server time to local time for
display. The only way I can see to control time display is to use a
scrip/overlay to set the Perl interpreter timezone for each FastCGI
instance. I'm really concerned about this hack, though; I strongly
suspect it'll break RT::Extension::SLA and Business::Hours - plus times
should always be stored in the database in the server time zone, and I
don't think this approach would permit that.

Am I missing something? How are other people who're offering 24x7
world-wide support handling time zones? Just setting the server time to
UTC and showing UTC times across the app? This will work, but from a
usability perspective it sucks, especially since RT doesn't annotate
displayed times with the timezone they're in.

If I have to I'll live with UTC times for now and look at how hard it'd
be to patch RT to support differentiating between client and server
time. I'm really hoping there's a good answer to this that I'm just
totally missing, though.

Ideas/suggestions?

-- 
 Craig Ringer   http://www.2ndQuadrant.com/
 PostgreSQL Development, 24x7 Support, Training & Services



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