[rt-users] Signature per queue for replies only
Hi There, we have set up a script per queue for signatures. Problem is with “on correspondence”: when a requestor sends an email he gets the message he just has sent plus signature-template back per email. So we need a script that just sends out the signature-template when one of us replies to a ticket via RT. Is there any solution for this? We need something like “onReply”. Cheers, Oliver -- View this message in context: http://requesttracker.8502.n7.nabble.com/Signature-per-queue-for-replies-only-tp57750.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] RT Shredder - More Questions
OK, so I am making a little more progress. I am running the rt-shredder script from /opt/rt3/sbin against my rt3 database. That seems to work a little better! I have tickets in my rt3 database that were created as far back as 2006-11-29. My goal is to keep the last three years of tickets and anything associated with the tickets, attachments, etc. So ANYTHING associated with a ticket older than 3 years old (including the ticket and attachments) I need to wipeout. I am confused why I am not seeing more tickets / records being removed from the database with each run of rt-shredder. For example from the mysql prompt I run: select count(*) from Tickets where Created 2009-07-01 00:00:00; and get '30473' but when I run ./rt-shredder --plugin 'Tickets=query,Created 2009-07-01 00:00:00' it will return something like: Next objects would be deleted: RT::Ticket-45 object RT::Ticket-46 object RT::Ticket-47 object RT::Ticket-48 object RT::Ticket-49 object RT::Ticket-50 object RT::Ticket-51 object RT::Ticket-52 object RT::Ticket-53 object RT::Ticket-54 object and then after running rt-shredder I run: select count(*) from Tickets where Created 2009-07-01 00:00:00; again and get '30453' Should I be using a different query with rt-shredder? Again, the goal is to clean up the data properly so I don't have any orphan data hanging around before I convert the database to rt4. Thanks, Dave -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] non-admin user editing custom field values
OK, I see. That permission, AdminCustomFieldValues, I see in two places under Configuration: Configuration, Custom Field, the particular custom field, Group Rights Configuration, Global, Group Rights I assume the difference between these is kind of like the other case, the first is specific to the particular custom field, the second is global to all custom fields. Thanks again. On Fri, Jun 20, 2014 at 12:25:52PM -0500, Milt Epstein wrote: Thanks very much! It was the ShowConfigTab permission that did it. I had a feeling there was another access they needed in order to be able to get to the place where they could modify the custom fields' values. I found ShowConfigTab under Configuration, Global, Group Rights. BTW, the other permission is called ModifyCustomField -- apparently it was earlier called ModifyObjectCustomFieldValues, but then shortened. ModifyCustomField lets you set a value for a CF on the object where it is applied (so let's you pick a value for a CF on a ticket). The right I was thinking of is called AdminCustomFieldValues which lets you add/remove values from a select CF but doesn't let you change other things about the CF (like AdminCustomField would). -kevin Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5
On 06/20/2014 07:16 PM, Lists wrote: When I run this against the database I am trying to upgrade, I get: mysql select count(*) from Attributes; +--+ | count(*) | +--+ | 1831962 | +--+ 1 row in set (2.50 sec) mysql select count(*) from Attributes where Name = 'DeferredRecipients' and Content IS NULL; +--+ | count(*) | +--+ | 1829169 | +--+ 1 row in set (10.32 sec) What do these queries indicate? RT 3.8.1 contained a bug that caused it to create an excess of Attributes -- one for every transaction. Upgrading attempts to load these into memory. You can safely remove them before upgrading: DELETE FROM Attributes WHERE Name = 'DeferredRecipients' AND Content IS NULL; Your upgrade should then be able to complete. - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Help with mySQL query to prune RT3 database before upgrading to RT 4.2.5
Thanks for the info Alex, I appreciate it and will give it a try. Dave On 6/23/2014 11:29 AM, Alex Vandiver wrote: On 06/20/2014 07:16 PM, Lists wrote: When I run this against the database I am trying to upgrade, I get: mysql select count(*) from Attributes; +--+ | count(*) | +--+ | 1831962 | +--+ 1 row in set (2.50 sec) mysql select count(*) from Attributes where Name = 'DeferredRecipients' and Content IS NULL; +--+ | count(*) | +--+ | 1829169 | +--+ 1 row in set (10.32 sec) What do these queries indicate? RT 3.8.1 contained a bug that caused it to create an excess of Attributes -- one for every transaction. Upgrading attempts to load these into memory. You can safely remove them before upgrading: DELETE FROM Attributes WHERE Name = 'DeferredRecipients' AND Content IS NULL; Your upgrade should then be able to complete. - Alex -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] Customizing newest unowned tickets search with user-specific data?
Greetings. I'm trying to customize the 10 newest uowned tickets search (the one that appears on the main page by default, I believe). I get to the page to edit the predefined Search - Unowned Tickets search, and it shows the logic for the search: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' ) I want to exclude tickets in a certain queue, which by itself is pretty straightforward, just add: AND Queue != 'somequeue' But that's not quite what I want to do. First, I should say that we have groups organized per queue, so that for instance we have a group 'rt-somequeue' with access to the queue 'somequeue'. What I really want to do in the logic above, is exclude that queue unless the user is in that corresponding group, something like: AND ( Queue != 'somequeue' OR User in group 'rt-somequeue' ) Is there a way to do this, either using the criteria listed on the Query Builder page (which seems to be all ticket-related), or by directly editing the search? Thanks. Milt Epstein Applications Developer Graduate School of Library and Information Science (GSLIS) University of Illinois at Urbana-Champaign (UIUC) mepst...@illinois.edu -- RT Training - Boston, September 9-10 http://bestpractical.com/training
