Re: [rt-users] Can't call method warn for RT-Extension-Assets-Import-CSV

2015-06-23 Thread Armin Liedtke
Just to double check, you commented out line 954, or something else?
Thanks,

Armin

From: Aaron McCormack [mailto:aa...@backblaze.com]
Sent: Monday, June 22, 2015 4:58 PM
To: Armin Liedtke
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Can't call method warn for 
RT-Extension-Assets-Import-CSV

I'm also seeing this message after some upgrades today.

I upgraded:
RT 4.2.6 - 4.2.11
RT::Extension::Assets 1.0.2 = 1.05
RT::Extension::Assets::Import::CSV 1.3 (did not upgrade)

I have my log level set to critical and since this function looks to be for 
troubleshooting deprecations with log level warn, I commented it out for now 
and the imports proceed as normal.

Aaron


On Jun 22, 2015, at 2:12 PM, Armin Liedtke 
armha...@uw.edumailto:armha...@uw.edu wrote:

Hello,

I’m experiencing some issues trying to import items into RT Assets.  I have:
RT   4.2.11
RT::Extension::Assets1.05
RT::Extension::Assets::Import::CSV 1.4

I get an error:
Can't call method warn on an undefined value at 
/var/home/uwb/libraryrt.uwb.edu/rt/lib/RT.pmhttp://libraryrt.uwb.edu/rt/lib/RT.pm
 line 954.

I’m wondering if anyone else has seen this or has any quick fixes for it.  I 
have done testing with the data I’m important and that doesn’t see to fix it.
I have run –debug but get same error.

Even though I would like to use the import I don’t have to today, but If I 
don’t at least start this conversation now, then I will be several days later 
before I do.

If there is a better place to send this like a bug reporting page, feel free to 
let me know that as well.

Thanks,

Armin


Armin Liedtke
Senior Computer Specialist
UWB-CC Campus Library
armha...@uw.edumailto:armha...@uw.edu
425-352-5428



Re: [rt-users] Comment

2015-06-23 Thread Matt Zagrabelny
On Wed, Jun 17, 2015 at 12:57 PM, Daniel Moore daniel.mo...@osbornewood.com
 wrote:

  Hello,



 Is there anyway to take the comment directly out of lifecycle for the
 Tickets?


Yep.

https://bestpractical.com/docs/rt/latest/customizing/lifecycles.html

You can copy the default lifecycle from RT_Config.pm and then edit to your
desire and store in SiteConfig.

-m


Re: [rt-users] Can't call method warn for RT-Extension-Assets-Import-CSV

2015-06-23 Thread Aaron McCormack
Sorry I wasn't clear...

Yes, just the logging on line 954 so that it reads:

#RT-Logger-$loglevel($msg);

This isn't a proper solution, but is working for me temporarily.

Aaron


 On Jun 23, 2015, at 8:36 AM, Armin Liedtke armha...@uw.edu wrote:
 
 Just to double check, you commented out line 954, or something else? 
 Thanks,
  
 Armin
  
 From: Aaron McCormack [mailto:aa...@backblaze.com] 
 Sent: Monday, June 22, 2015 4:58 PM
 To: Armin Liedtke
 Cc: rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] Can't call method warn for 
 RT-Extension-Assets-Import-CSV
  
 I'm also seeing this message after some upgrades today.
  
 I upgraded:
 RT 4.2.6 - 4.2.11
 RT::Extension::Assets 1.0.2 = 1.05
 RT::Extension::Assets::Import::CSV 1.3 (did not upgrade)
  
 I have my log level set to critical and since this function looks to be for 
 troubleshooting deprecations with log level warn, I commented it out for now 
 and the imports proceed as normal.
  
 Aaron
  
  
 On Jun 22, 2015, at 2:12 PM, Armin Liedtke armha...@uw.edu 
 mailto:armha...@uw.edu wrote:
  
 Hello,
  
 I’m experiencing some issues trying to import items into RT Assets.  I have:
 RT   4.2.11
 RT::Extension::Assets1.05
 RT::Extension::Assets::Import::CSV 1.4
  
 I get an error:
 Can't call method warn on an undefined value at 
 /var/home/uwb/libraryrt.uwb.edu/rt/lib/RT.pm 
 http://libraryrt.uwb.edu/rt/lib/RT.pm line 954.
  
 I’m wondering if anyone else has seen this or has any quick fixes for it.  I 
 have done testing with the data I’m important and that doesn’t see to fix it.
 I have run –debug but get same error.
  
 Even though I would like to use the import I don’t have to today, but If I 
 don’t at least start this conversation now, then I will be several days later 
 before I do.
  
 If there is a better place to send this like a bug reporting page, feel free 
 to let me know that as well.
  
 Thanks,
  
 Armin 
  
  
 Armin Liedtke
 Senior Computer Specialist
 UWB-CC Campus Library
 armha...@uw.edu mailto:armha...@uw.edu
 425-352-5428



Re: [rt-users] List of Transaction Types

2015-06-23 Thread Moose
While I don't have a complete list of transaction types for you, I do have a
scrip that will write relevant transaction/ticket info to the logs. 

Condition: On transaction
Action: User Defined
Template: Blank
Stage: TransactionCreate

Custom Action Prep Code:
$RT::Logger-debug(  TRANSACTION TYPE: . $self-TransactionObj-Type
. \n );
$RT::Logger-debug(  TRANSACTION FIELD: . $self-TransactionObj-Field
. \n );
$RT::Logger-debug(  TRANSACTION CONTENT: .
$self-TransactionObj-Content . \n );
$RT::Logger-debug(  TRANSACTION OLD VALUE: .
$self-TransactionObj-OldValue . \n );
$RT::Logger-debug(  TRANSACTION NEW VALUE: .
$self-TransactionObj-NewValue . \n );
$RT::Logger-debug(  TICKET QUEUE : . $self-TicketObj-QueueObj-Name
. \n );
$RT::Logger-debug(  TICKET ID: . $self-TicketObj-Id . \n );



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View this message in context: 
http://requesttracker.8502.n7.nabble.com/List-of-Transaction-Types-tp60208p60209.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


[rt-users] List of Transaction Types

2015-06-23 Thread Keith Edmunds
Where can I find a list of transaction types?

I found http://requesttracker.wikia.com/wiki/Transaction, but that appears
to be old or incomplete (for example, it doesn't include SetWatcher).

Thanks,
Keith


Re: [rt-users] Comment

2015-06-23 Thread Bill Cole

On 17 Jun 2015, at 13:57, Daniel Moore wrote:


Hello,

Is there anyway to take the comment directly out of lifecycle for 
the Tickets? I have been able to rename some things but we do not want 
users commenting on Tickets since the default behavior for a comment 
is to not reply or send emails at all.


We want users to be only click reply when they are replying to their 
ticket.


Please let me know if this is possible.


It can be handled as a Rights issue, if you want to use Comments as 
designed (i.e. to be a private channel in a ticket for staff...) A user 
without the CommentOnTicket Right (Comment on tickets in the 
General rights tab of the modern Rights screens) for a ticket is not 
shown any UI offering to let them do that, and any user without the 
ShowTicketComments Right (View ticket private commentary in the 
Rights for Staff tab) for a ticket sees none of the Comments.


The RT deployments I've wrangled have all managed those Rights based on 
global and per-Queue Group Rights. Sites obviously vary in their 
preferences or there wouldn't be so many ways to twiddle so many Rights, 
but *generally* the pattern I follow is that the AdminCc and Owner roles 
get the two Comment Rights at the Global Group Rights level, with none 
of the System groups (Everyone/Priv./Unpriv.) or other roles having them 
at that level. User Groups with a need for special oversight privileges 
(e.g. Executive Management) may also get those rights at the Global 
Group Rights level. Individual Queues then don't need those Rights 
assigned to any of the System or Role Groups and in most cases don't 
need them granted to any User Groups either, as the appropriate users 
(e.g. staff members working the tickets) get them by way of being in an 
Owner or AdminCc role for the Queue.


Of course you COULD create a custom lifecycle that removes the Comment 
action entirely and remove the feature of a private commentary side of 
tickets from RT entirely. Speaking only for myself and not for any 
company I've ever used RT at, I think that would be a terrible 
functional impairment and a destroyer of morale, as the comments in 
tickets (unseen by Requestors  Cc, a.k.a. Those Who Are Always Right) 
can be both useful AND entertaining. In *principle* I mostly use 
Comments to document arcane technical process details of possible 
interest to my fellow staff members who may need to pick up where I 
leave off, but that is often supplemented with warnings/tips/incident 
documentation regarding the interpersonal facets of handling requests. 
(no examples will be provided)



Please do not try to sell me a book.


Aw shucks, I've got a bunch of old paperbacks in boxes I need to get rid 
of, mostly old SF I haven't reread in decades... :)


But seriously, the issue of Comments vs Replies is one that I've seen a 
lot of confusion about over 15 years of using RT. While I have no idea 
whether The Book (which I don't own) discusses it, I'm pretty sure I've 
seen it covered in BP's online documentation but it's clearly not 
explained well enough. The RT4 Rights UI helps a little by putting View 
ticket private commentary in the Rights for Staff tab, but if you're 
using an organically evolved RT where Rights haven't been managed 
fastidiously from the start, it is easy to miss the concept that 
Comments are designed to be an entirely different thing from Replies.