in callbacks first and use
my version. Only if I don't provide one will it use the default one in
share/html/Tickets.
Do I have this right--copy the existing file to callbacks and modify it? Or
do I make a blank file, override only the bits I want to in there, and not
copy the whole thing? Am I th
t; My target was to edit the SelfService UI and especially the Assets page.
> However, not any change in the files in
>
> /rt4/share/html/SelfService/Asset ever appears in the UI.
>
> (Only deletion of files actually has effects!)
>
>
> I am wondering what am I doing wrong.
&
a écrit :
> > On Tue, Oct 11, 2016 at 8:05 AM, Alex Hall wrote:
> >> Hello list,
> >> I have 4.4.1 running. Someone said on this list that it included the
> option
> >> to use the self service interface, even for privileged users? I don't
> see
> &g
r
hide the time worked/estimated section entirely, could I do so? If I can,
where is a good place to start reading about how? Thanks!
On Tue, Oct 11, 2016 at 4:38 PM, Matt Zagrabelny wrote:
> Hey Alex,
>
> On Tue, Oct 11, 2016 at 3:27 PM, Alex Hall wrote:
> > Hello list,
> >
> On Oct 12, 2016, at 21:37, Matt Zagrabelny wrote:
>
> On Wed, Oct 12, 2016 at 3:53 PM, Alex Hall wrote:
>> Callbacks I get now, at least I'm pretty sure I do. I've been reading the
>> docs for RT objects, and if I can use any of the properties and methods I
cludes from the
ShowTransaction template back to this html file. Did I miss a step? I'm on
Debian, so cleared /opt/rt4/var/mason_data/cache/obj/*. Is there a
different cache on Debian, even though I'm now running from source and not
the pre-built packages? Thanks.
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st hit the 'details' link to see it.
Is there a simple way of getting the priority options on the basics page,
short of further modifying the template? Thanks.
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day today so people can use it with no problem. I was trying this over
the weekend and early this morning, figuring it wouldn't be hard after my
test went so well. Thanks in advance for any ideas anyone has.
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there.
On Mon, Oct 24, 2016 at 8:16 AM, Matt Zagrabelny wrote:
> On Mon, Oct 24, 2016 at 7:09 AM, Alex Hall wrote:
> > Hello list,
> > As I mentioned, the upgrade on my test server from 4.2.8 to 4.4.1 went
> well.
> > On the production server, though, it's not; t
here a trick
to getting the files in the .d directory recognized? In 4.2.8 on Debian,
they didn't need .pm extensions, but I've added those. I've restarted FCGI
and Nginx multiple times. Have I missed anything?
On Mon, Oct 24, 2016 at 8:49 AM, Alex Hall wrote:
> Oh, so the same rules
g about my WebDomain being incorrect, but nothing about any
files failing to load or invalid directives anywhere. I now know the source
of my problem, but have no idea how I might fix it. Has anyone ever seen
this before?
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--
ll like to know if
anyone has ever seen this, so I know what to avoid in the future, but at
least the system is operating normally again.
On Mon, Oct 24, 2016 at 10:46 AM, Alex Hall wrote:
> All,
> I'm more confused the more I look at my configuration files problem.
> According
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> -
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> * Boston - October 24-26
> * Los Angeles - Q1 2017
>
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ty CRM integration basics.
>>
>> Thanks in advance to all the folks here, specially the creators of RT.
>>
>> Best,
>> Reza.
>>
>> -
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
? Is it as simple as changing an argument, or much
worse? Am I changing the plate on an electrical outlet, or tearing down
half the wall to change all the wiring?
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mail
> and all copies and notify the sender. Thank you.
> ____
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> * Boston - October 24-26
> * Lo
x27;d have any problems at
all. Manually restarting the FCGI server fixes things for anywhere from one
to five days before the same problem happens again. Has anyone seen this
before? RT4.4.1 on Debian 8. Thanks.
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RT
To my knowledge, yes, mail is routed through use of the subject line. When you
create a queue, you give it a tag that is used in email subjects, and that is
combined with the ticket ID to form the basis for how RT knows which
queue/ticket a given message goes to. However, you can customize the r
e? Thanks in advance.
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eueObj->CorrespondAddress}">click here to
reply,
or
open this
ticket on the ticket site.
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hing. I don't really speak Perl, and the only page I've found thus far
that enumerates the Transaction object properties isn't overly helpful, so
I'm guessing at the properties I need. Can anyone see what I've done wrong
here? Thanks.
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ent') { $self->TransactionObj->Comment
} else { "No content to display."
}
}
On Wed, Oct 26, 2016 at 7:52 PM, Landon Stewart
wrote:
> On Oct 26, 2016, at 2:29 PM, Alex Hall wrote:
>
>
> Hi all,
> The way our company uses RT, there's no need to distingu
RT so that I
can apply a regular expression, or some other kind of formatting, to these
fields? Thanks in advance.
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tch, or hide it entirely unless the text doesn't match? The hints already
describe the format we need in a more readable way than a regex. Thanks.
On Fri, Oct 28, 2016 at 4:02 PM, Matt Zagrabelny wrote:
> Hey Alex,
>
> On Fri, Oct 28, 2016 at 1:58 PM, Alex Hall wrote:
> > Hi all,
&
I'll let more experienced people give all the details and warnings, but I did a
similar thing going from 4.2.8 (the Debian package) to 4.4.1. Essentially, I
exported my 4.2.8 database, re-imported it into a new database, pointed 4.4.1
at it with the ./configure command, checked my privileges in
at
does it do and should we keep it in all templates, including new ones?
Thanks.
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007. Has
anyone ever seen this before? Any troubleshooting suggestions? Thank you.
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g I can change in RT to make it
not care about the Re: part of a reply?
Sent from my iPhone
> On Oct 31, 2016, at 09:52, Nilesh wrote:
>
> On 31-Oct-2016 7:10 PM, "Alex Hall" wrote:
> >
> > Hey all,
> > I made a custom template with mailto: links in it, th
l_Local.pm and restart RT.
>
> --
> Nilesh
>
>> On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote:
>> I don't think Re matters. As long as subject tag is intact it should get
>> parsed correctly.
>> --
>> Nilesh
>>
>>> On 31-Oct-2016
t all I did was
change a plus sign to an asterisk to require zero or more spaces instead of
one or more. It seems more likely that I didn't do something correctly in
making my own copy of the file in question. I've done this for templates,
but never for anything under the lib directory.
ciated.
> -
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> https://bestpractical.com/training
> * Los Angeles - Q1 2017
>
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e is for OO vs adding some functionality.
>
> --
> Nilesh
>
> On 31-Oct-2016 9:45 PM, "Matt Zagrabelny" wrote:
>
>> Hi Alex,
>>
>> On Mon, Oct 31, 2016 at 11:09 AM, Alex Hall wrote:
>> > Hey list,
>> > How would I override /opt/rt4/lib
y way I know to get
the FCGI server running. How do you do it? I'd love a way that would give
me more information. Thanks.
On Mon, Oct 31, 2016 at 4:29 PM, Kenneth Marshall wrote:
> On Mon, Oct 31, 2016 at 04:17:11PM -0400, Alex Hall wrote:
> > Hi all,
> > Thanks for the respon
, fails to work. What I change here seems to have no effect. Am I
missing a file, other than RT/Interface/Email.pm? Is there some other
setting or bit of code where this regex is defined and use, or is this file
the only one? Thanks.
On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall wrote:
> Yo
e the code? I think you may be missing a chomp after fetching
> your subject header in your variable. This took a good amount of my time
> debugging why my thing wasn't working.
>
> --
> Nilesh
>
> On 01-Nov-2016 10:20 PM, "Alex Hall" wrote:
>
>> Hey list,
tion. Thanks for any suggestions.
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ack to the unpacked source and re-run the
configure script, or is there more to it? Thanks.
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ample of how to set the default values for a
>> queue.
>>
>> share/html/Admin/Queues/DefaultValues.html
>>
>> Looks like the SetDefaultValue method for Queues isn't documented or a
>> least I haven't found where, which seems odd
>> as I've al
t; (to just see what happens)
> >
> >
> >
> > And it’s still same (it shows me only my tickets). Even when I change
>
> You probably need to clear your mason cache:
>
> sudo find /opt/rt4/var/mason_data/obj -mindepth 1 -delete
> sudo service apache2 restart
&
it directly to
confirm my syntax won't kill RT before making a template live?
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er users a way to
search for a string they enter when they're ready to search? I don't want
to expose the actual SQL query, as there's too much chance of a misplaced
punctuation mark or mistyped character causing errors. Thanks.
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Hi all,
That 'subject' dropdown has content-type, but not just content. Is there a
setting I've missed?
On Mon, Nov 7, 2016 at 9:16 AM, Kenneth Marshall wrote:
> On Mon, Nov 07, 2016 at 08:57:32AM -0500, Alex Hall wrote:
> > Hello list,
> > Some users at work ar
ot, it would be easy enough
to add that to the div in the HTML, but before I go making solutions, I
wanted to see what RT already had in place.
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er
#". $Actor );
my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value =>
$Actor, RecordTransaction => 0);
unless( $status ) {
$RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
return undef;
}
return 1;
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Al
ouldn't have? Thanks.
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plates the same as global ones in queues,
will RT be able to handle multiple scripts for one event in a hierarchical
way?
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ion.
On Tue, Nov 8, 2016 at 2:51 PM, Landon Stewart
wrote:
> On Nov 8, 2016, at 10:39 AM, Alex Hall wrote:
>
>
> Hi all,
> Users are complaining that they can't drag/drop files to attach them to
> tickets. I can't see the screen, so don't use a mouse, so can'
asn't working when the images failed to copy over. I think this one is
resolved, and sorry for the false alarm.
On Tue, Nov 8, 2016 at 4:10 PM, Shawn M Moore
wrote:
> Hi Landon, Alex,
>
> On Nov 8, 2016, at 14:51, Landon Stewart wrote:
> On Nov 8, 2016, at 10:39 AM, Alex Hal
---
> ---
>
> -
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> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>
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Automatic Distribut
made in MySQL
between 5.5 and 5.7? Is there anything else, aside from backing up, I
should know or consider before upgrading? Thanks.
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just a few arguments and rewirte
the text hints, but that isn't proving to be the case at all. Is there an
easier way of doing what I want? Did I miss the obvious in Create.html?
Thanks for any suggestions.
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one ever seen this happen? Any suggestions on what to
do about it? Thanks!
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few warnings are that
"st execute failed", not about attachments not being indexed.
On Mon, Nov 14, 2016 at 7:46 AM, Alex Hall wrote:
> Hi all,
> As the subject says, I'm trying to enable full text indexing. I've updated
> MySQL to 5.7 (on Debian 8) and ran
>
ring like that
before, it should have never worked. Is there anything I can do to fix
this? I'd rather not revert to 5.5, because I still want that full-text
indexing at some point and would rather fix this problem so I can keep
trying to do that. Thanks!
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in Wheldon <
martin.whel...@greenhills-it.co.uk> wrote:
> Hi Alex,
>
> I think the mysql configuration be "max_allowed_packet" rather than
> "max_packet_size".
>
> Best Regards
>
> Martin
>
>
> On 2016-11-14 13:54, Alex Hall wrote:
>
>>
(that looks like a variable pointer) instead of an integer that's causing
the problem. Until I fix this, no one can make tickets, so if anyone has
any suggestions, please share them. Thanks.
On Mon, Nov 14, 2016 at 11:37 AM, Alex Hall wrote:
> Hello again all,
> I just discovered I hav
ed using the system. Because of the hour,
or maybe because the tutorials I'd read made updating sound so easy, I
completely forgot to run all this on the test server first. Not a good move
on my part.
On Mon, Nov 14, 2016 at 4:24 PM, Matt Zagrabelny wrote:
> Hi Alex,
>
> On Mon,
> James
>
>
>
> *From:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On
> Behalf Of *Alex Hall
> *Sent:* Monday, November 14, 2016 7:57 AM
> *To:* martin.whel...@greenhills-it.co.uk
> *Cc:* rt-users
> *Subject:* Re: [rt-users] Enabling full text index, getting &qu
FTS.
I'm on RT 4.4.1, MySQL 5.7, Debian 8. What's the trick to getting FTS to
work? Thanks!
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lear the mason cache.
>
> Best Regards
>
> Martin
>
>
> On 2016-11-15 15:34, Alex Hall wrote:
>
>> Hi all,
>> I've enabled FTS on the database, and restarted the server just to be
>> sure. I have this line in one of my config files:
>>
>&
te:
> On Tue, Nov 15, 2016 at 9:56 AM, Alex Hall wrote:
> > Good thought, but that doesn't seem to have helped. It still says that
> > Enable and Indexed are 0 in the system configuration page.
> >
> > On Tue, Nov 15, 2016 at 10:49 AM, Martin Wheldon
> >
ly*
grant it the two rights the Wiki page mentions (view/modify tickets in all
queues)? That is, do I need to grant specific user rights, because of
security concerns surrounding making this user a full admin, or can I just
make it an admin? Thanks for any explanations.
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Automa
er
#". $Actor );
my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value =>
$Actor, RecordTransaction => 0);
unless( $status ) {
$RT::Logger->error( "Impossible to assign the ticket to $Actor: $msg" );
return undef;
}
return 1;
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Al
co Deutschmann, Dr.-Ing.
> Peter Strähle
> Registration Court | Registergericht: Amtsgericht Dresden, HRB 23 086
>
>
>
> *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
> Auftrag von *Alex Hall
> *Gesendet:* Freitag, 18. November 2016 14:29
> *An:* rt-
7;t know what I
might have changed, or when.
Is there more to the timezone than letting RT pick it up from
/etc/timezone? Do I need to worry about setting MySQL somehow? The file is
644, so is readable by everyone. Thanks.
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-
lue in this file, but I'm still not sure why this doesn't work.
On Sat, Nov 19, 2016 at 1:17 AM, Landon Stewart
wrote:
> On Nov 18, 2016, at 11:40 AM, Alex Hall wrote:
>
> Hi all,
> I have the timezone set in SiteConfig how it came by default, and
> /etc/timezone on
I'm still pretty new to RT, so would like to join such a session. Thanks.
Sent from my iPhone
> On Nov 22, 2016, at 08:25, Reza wrote:
>
> Greetings new and recent adopters to RT!
>
> I recently joined the community and though I have RT running in a production
> environment, I have it running
#x27;ve been through
users and settings, but didn't find it. This must be obvious, but where
would I tell users to go to set up subscriptions to their custom
dashboards? I just want certain users to get emails once a day with the
content of a specific saved search. Thanks!
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A
membership. Is that possible to do? I know we
could make teams or temporary groups, but I'd prefer an automated solution
that doesn't require even more work from a staff who are only grudgingly
using the new ticket system to begin with. :) Thanks for any help.
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Please disregard the below email. The Graphics guy had been one-time CC-ed,
not permanently CC-ed, and no one realized it until just now. Sorry for the
pointless message. I do need to find a way to turn one-time CC into
permanent, for just this reason.
On Fri, Nov 25, 2016 at 3:45 PM, Alex Hall
gotten from the
configuration files, where do they come from and how can I supply them? The
tool's help text didn't list any DB settings as possible flags. Thanks.
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ign the requestor as the
owner. The owner is set correctly if you view the ticket, but not if that
ticket appears in a search results page. Thanks.
On Fri, Nov 18, 2016 at 9:18 AM, Alex Hall wrote:
> We always leave it at the default. I did a search for "queue:technology",
>
wrote:
>
> Hi Alex,
>
> You do not record your transaction in your scrip. That means that the
> system does not know that a change has been made and to invalidate the
> caches. You will either need to record it or live with the result.
>
> Regards,
> Ken
>
>
er interface. I can't even write them in,
although given how many different ways there seem to be to write in a CF, I
could just be doing it wrong. Thanks for any suggestions.
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see no way to customize the simple
search query in the configuration options. Is this possible? If so, what's
the recommended way? In case it matters, we do have full text indexing on.
RT4.4.1 on Debian 8. Thanks!
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-
ely, so is there an
example of a script that will? Some way to prevent identical emails going
to one person more than once? Or, given that this would be one script and
thus couldn't access the details of other scripts when a transaction
happens, is this simply not possible? Thanks for any ideas.
to watch the different scripts do
their thing for a single transaction, and I need to better understand how
the different scripts decide when to fire and when to stay quiet. Thanks as
always!
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-email-dashboards, but it doesn't seem to be doing so. I know I've done
this once before, I just don't remember (and can't find) how I did it.
Thanks.
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/../lib/RT/Handle.pm:1145)
Done inserting data.
Done.
Is this anything I need to worry about for the extension to work properly,
or, in fact, do I need to worry about it for *any* reason? Thanks.
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copy of one of the CSS files in /opt/rt4/local and
modify it? Thanks.
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way in, at least, 4.2.
>
> -m
>
> On Dec 9, 2016 9:55 AM, "Alex Hall" wrote:
>
>> Hey all,
>> I'm trying to add a background image to a div, so went looking for the
>> callback the wiki describes. The wiki uses 3.8, and I'm on 4.4.1, but I
>&g
his tool to run.
On Thu, Dec 8, 2016 at 10:38 AM, Alex Hall wrote:
> Hi all,
> I completely forgot to set up rt-fulltext-indexer as a cron job after
> initially enabling FTS. When I run it now, it complains that the database
> credentials are wrong, and yes, they definitely are. How
fuses database credentials. Unless the guides on
this are wrong, and the setup one is the one I have to run with cron?
On Fri, Dec 9, 2016 at 4:40 PM, Landon Stewart
wrote:
> On Dec 9, 2016, at 1:33 PM, Alex Hall wrote:
>
>
> I still don't have this working, so any input
ulling from the RT configuration, nor from
/home/www-data/rtrc.
On Fri, Dec 9, 2016 at 5:12 PM, Landon Stewart
wrote:
> On Dec 9, 2016, at 2:06 PM, Alex Hall wrote:
>
>
> I thought the tool I had to run periodically was
> /opt/rt4/sbin/rt-fulltext-indexer.
> That's the on
es? I use those instead of a
single .pm file. I'll have to try putting my database credentials in the actual
PM file later today, once I'm awake, to see if that helps.
Sent from my iPhone
> On Dec 10, 2016, at 03:47, Alex Vandiver wrote:
>
> On Fri, 9 Dec 2016 17:30:31 -0500
>
under RT_SiteConfig.d, and they all work. It's just
rt-fulltext-indexer that seems to have trouble accessing them. This
explains a lot, and hopefully gets fixed in the next release. Thanks for
everyone's suggestions and help.
On Sat, Dec 10, 2016 at 5:56 AM, Alex Hall wrote:
> I tho
thus lives
in some other sbin folder on the system and not this one.
On Mon, Dec 12, 2016 at 1:12 PM, Jeff Voskamp
wrote:
> On 12/12/16 10:42 AM, Alex Hall wrote:
>
>> Hi all,
>> I think I can say definitely that this is a bug. I added the DB
>> credentials to RT_SiteConfig.
which tables or columns to include, or
what value to look for. Thanks.
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bugger in 4.6. Is 4.6 out for testing? Rights
debugging sounds very useful!
On Thu, Dec 15, 2016 at 11:56 AM, Matt Zagrabelny
wrote:
> Hi Alex,
>
> On Thu, Dec 15, 2016 at 8:28 AM, Alex Hall wrote:
> > Hi all,
> > We've just discovered something odd. It seems that all users
is fine. This issue occurre only when i send
> message to requestor.
>
> some ideas ?
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
>
--
Alex Hall
Automatic Distri
cause is. I've done some
modifications to the display and CSS of the plugin, but nothing about
"announcement groups". What could cause this error, should I worry, and can
I fix or hide it? I'm worried it will hide other errors or warnings, given
how often it repeats itself. Than
x27;s the right path
to use under 4.4.1? Thanks. Oh, the page I'm using:
https://rt-wiki.bestpractical.com/wiki/UntouchedInHours
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
Thanks, I now have a Condition folder alongside the Interface folder.
Sorry; in my previous message, I mistyped the directory quite badly. That's
what I get for going from memory.
On Mon, Dec 19, 2016 at 11:26 AM, Emmanuel Lacour
wrote:
> Le 19/12/2016 à 17:07, Alex Hall a écrit :
>
I'm almost positive I ran that, and the page says I could end up with data
duplication if I run it again. Is there a query I could run in the database
to check, so I can know for sure? Thanks.
On Fri, Dec 16, 2016 at 8:53 PM, Todd Wade wrote:
> On 12/16/16 3:57 PM, Alex Hall wrote:
&
m
not getting any errors anywhere, now that UntouchedInHours has been fixed
to use RT::Condition and not RT::Condition::Generic, but neither am I
getting the tickets I should be. Thanks for any ideas!
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
refreshing my knowledge of date math in
MySQL so I can query exactly what I want, but I hoped UntouchedInHours
would do all that for me. Oh, and yes, LastUpdated does seem to have normal
values in it. They're in GMT time, but they seem to be correct.
On Mon, Dec 19, 2016 at 2:37 PM, Matt Za
he other way doesn't work. How exactly
does this "10 days ago" syntax get interpreted? Or is it no longer
supported?
On Mon, Dec 19, 2016 at 2:48 PM, Alex Hall wrote:
> I'm using the Crontool, yes, but I've also been doing searches on the web
> interface to see i
nd I can't hard-code it. What's the trick to getting this to
work correctly? Thanks!
--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
said yesterday, I can't
give a hard-coded email address, as this job will have to email whoever is
the owner of the ticket being worked on. I have to be missing something
obvious about this process!
On Mon, Dec 19, 2016 at 4:51 PM, Alex Hall wrote:
> Hi all,
> Now that I'm getting th
he same error (can't call method "message" on an undefined
value). I've looked this up online, but only found a few threads, one of
which said to use RT::Action::Notify. I don't know what else to try, or why
this refuses to work.
On Tue, Dec 20, 2016 at 7:48 AM, Alex Hall wrote
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