[rt-users] Search tickets which refers to an asset? (RT 4.4.1)

Hi all, I'm wondering if there's a possibility to search all tickets refering to one or more assets. A ticket search string like RefersTo = 'a:%' does not work. Any ideas? Best regards Daniel smime.p7s Description: S/MIME cryptographic signature - RT 4.4 and RTIR training

Re: [rt-users] Can't login to RT using Active Directory

Hi, > I'm 100% sure i am using the correct password, i even tried other test > accounts i have and know they can authenticate against AD just fine. try ldapsearch to connect to your AD like ldapsearch -x -H ldap://192.168.100.5:389 -D MYUSER -w MYPASS -b "dc=yourdomain,dc=com"

Re: [rt-users] Hide "Bulk Update" from menu

Hi Matt, thanks for your help. In the previous E-Mail (the enter-key was faster than me!) you found my implementation of hiding the "Bulk Update" menu dependent of the membership. Best regards Danny smime.p7s Description: S/MIME cryptographic signature

[rt-users] Hide "Bulk Update" from menu

Hi everybody, is there a possibility to hide the "Bulk Update" menu from every privileged user who is not member of a "Bulk-Update"-Group? I cannot find a corresponding Callback in share/html/Elements/Tabs nor ./share/html/Search/Results.html to change the menu hiding "Bulk Update". Thanks for

[rt-users] Tooltips for customfields?

Hi, did somebody implements a RT customization to show tooltips related to custom fields? The tooltip could be the description of the custom field. I'm don't know how to implement this feature... Some hints? Best regards Danny smime.p7s Description: S/MIME cryptographic signature

[rt-users] "rt-fulltext-indexer is already running" problem on solaris (flock)

Hi everybody, we setup a new rt 4.2.12 system and tried to follow the instructions for the native mysql full text search [1], but I failed always with the following command: /opt/rt4/sbin/rt-fulltext-indexer /opt/rt4/sbin/rt-fulltext-indexer is already running; aborting silently, as

Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid

Behalf Of > Daniel Schwager > Sent: Monday, November 23, 2015 7:32 PM > To: 'dwdixon'; 'rt-users@lists.bestpractical.com' > Subject: Re: [rt-users] Trouble/Error with Web deployment > httpd/apache/mod_fcgid > > > I

Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid

> It appears mine is located here: > > > /root/perl5/lib/perl5/UNIVERSAL > /root/perl5/lib/perl5/UNIVERSAL/require.pm > Hmm - root's home it's not a common location for perl modules

Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid

Hi, maybe you will try to use a separate perl installation? https://www.bestpractical.com/docs/rt/4.2.12/rt_perl.html # http://www.cpan.org/src/README.html mkdir -p /opt/perl-5.18.4/src cd /opt/perl-5.18.4/src wget http://www.cpan.org/src/5.0/perl-5.18.4.tar.bz2 tar -xjf

Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid

> I should also add I'm not a perl expert either, but from what I understand I > am using fastcgi am I not? I don't know how you connect your apache httpd to rt (-; If you use fastcgi, there's no need for mod_perl. > This all seems a lot more complex than I was > hoping, I greatly appreciate

Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid

> According to the testdeps output it's saying I only need Perl >= 5.10.1, but > I also wanted to add that all the dependencies are report as found: > > *** > perl: > *>=5.10.1(5.16.3) ...found* > > ..SNIP > >

Re: [rt-users] Trouble/Error with Web deployment httpd/apache/mod_fcgid

> Perl::Build might simplify some of these steps - > https://metacpan.org/pod/Perl::Build Cool! - didn't know this way.. Thx Danny smime.p7s Description: S/MIME cryptographic signature

Re: [rt-users] What's huge RT/Mysql

Hi JAS, > For normal usage it works fast. The number of tickets is only a problem for > searching. Here we still use sphinx and searching is quite slow. .. > Going to try mysql builtin fulltext next (that won't fix session problem but > has potential to be faster). Currently, we are going to

Re: [rt-users] Prevent users from making Comments on tickets

Hi, You might be able to swap out ModifyTicket and use some finer-grained rights in its place, depending on what modifications end users actually need to make. what are the equivalent (separate) rights for ModifyTicket? regards Danny From: rt-users

Re: [rt-users] Help in debugging

Hi, we have the same problem here - lot's of plugins and scripts - and some eval-message like Jan 26 10:49:10 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3414) line 23. Jan 26 10:49:11 artee3 RT4: [23122] Use of uninitialized value in string eq at (eval 3487) line 23.

Re: [rt-users] CurrentUserEmail in search - better way instead copying Tickets_Local.pm

Hi Kevin, Does Requestor = '__CurrentUser__' not work? Oh - yes, this works!! I didn't know about this Requestor keyword. Great! Thank! I tried to just copy _parser() method - but perl cannot find variables from the base class Tickets.pm like FIELD_METADATA or %dispatch .. I

[rt-users] CurrentUserEmail in search - better way instead copying Tickets_Local.pm

Hi, I would like to create a search finding all my requested tickets without using my hard-coded email-adr. Therefore, I overlayed Tickets.pm with Tickets_Local.pm, removing the use ... and adding one line of code like described in http://requesttracker.wikia.com/wiki/CurrentUserEmail.

[rt-users] Grant right to a special CF dependet on a specific queue ?

Hi, in short: Is it possible to grant SeeCustomField-rights for one CF dependent on a queue ? Long: We have some (external, customer) privileged users working with their queue. Also, we have a ticket CF named Summary. In their queue, the users are able to see/modify this CF. Beside of this,

Re: [rt-users] RT-Extension-RepeatTicket - find all tickets with Recurrence enabled?

Hi all, Is there a way to create a search-query to find all the enabled recurring tickets? after investigating the original rt-repeat-ticket perl script, I developed my own list implementation (1). best regards Danny (1) rt-repeat-ticket #!/opt/perl-5.18.4/bin/perl

[rt-users] RT-Extension-TicketLocking-0.12 and RT 4.2.9 - probs showing user lock - fixed.

Hi, Just a small not for other admins: If you lock a ticket with RT-Extension-TicketLocking-0.12, the lock show like (1) for other users. You can fix this by copy ShowLock to your local area mkdir -p /opt/rt4/local/html/Elements cp

Re: [rt-users] RT-Extension-TicketLocking-0.12 and RT 4.2.9 - probs showing user lock - fixed.

-Extension-TicketLocking-0.12 and RT 4.2.9 - probs showing user lock - fixed. -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On Sun, 18 Jan 2015 12:07:42 + Daniel Schwager daniel.schwa...@dtnet.de wrote: Just a small not for other admins: If you lock a ticket with RT-Extension

[rt-users] Modify.html - custom fields in 2 or 3 columns? (EditCustomFieldsSingleColumn)

Hi, we have many custom fields. Is it possible inside Modify.html to have more than one CF per row? In RT 4.2.6 html/Ticket/Modify.html shows all custom fields (grouped or not grouped) below each other. Is there a way to have not only one custom field in each row but maybe 2 or 3 ? I walk

[rt-users] RT-Extension-RepeatTicket - find all tickets with Recurrence enabled?

Hi, we installed the RT-Extension-RepeatTicket (1) which create recurring tickets - looks fine (-: Is there a way to create a search-query to find all the enabled recurring tickets? The docu (2) said only To help you find this initial ticket, which may have been resolved long

[rt-users] Adding (by default) custom field to the simple search

Hi, I updated to 4.2.6 (from 3.8.8) in our lab - look fine. Now, I'm going to add some small customizations. E.g. the simple Search (the search field in the web-ui on the top right) should also search for a custom field. Therefore, I added an overlay

Re: [rt-users] Adding (by default) custom field to the simple search

Chris, thank you very much! Now, it work's like a charm! Best regards Danny -Original Message- From: Christian Loos [mailto:cl...@netcologne.de] Sent: Thursday, January 15, 2015 4:32 PM To: Daniel Schwager; 'rt-users@lists.bestpractical.com' Subject: Re: Adding (by default) custom

Re: [rt-users] rt3.8.17 / 4.2.6 / nginx and document-root '/rt'

Hi all, thanks for this information - there's the fix - important lines are location and rewrite - see (1). I updated to rt 4.2.6 - now, the combination of rt / nginx / fastcgi / document-root '/rt' does not work again. My goal is to map a RT with nginx to a URL like

[rt-users] rt3.8.17 / nginx and document-root

REQUEST_METHOD $request_method; fastcgi_param CONTENT_TYPE $content_type; fastcgi_param CONTENT_LENGTH $content_length; fastcgi_param SCRIPT_NAME ; fastcgi_param PATH_INFO $uri; } } Viele Gruesse Daniel Schwager

Re: [rt-users] rt3.8.17 / nginx and document-root

; } } -Original Message- From: Torsten Brumm [mailto:tbr...@mac.com] Sent: Wednesday, December 24, 2014 5:22 PM To: Daniel Schwager Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt3.8.17 / nginx and document-root Search github for rt-extension-nginx as good starting

[rt-users] Everyone from the same requestors email-domain should be able to reply to a ticket ?

Good evening everybody, We set the global rights for Requestor and CC to reply to a ticket. Because we are using RT3 in the B2B environment, we often faced to the situation, the another employee from the some company than the requestor (therefore, with the same email-domain) reply additionally

Re: [rt-users] Blank in default preference / search options ?

It's a wrong path. Correct path is: /opt/rt3/local/html/Callbacks/MyCallbacks/Search/Elements/BuildFormatString/SetFieldsOnce yes - sorry about this )-: You are right. A reference to array is passed, so you should use reference: ... That's it. Not tested. Great, the following works like a

[rt-users] CommandByMail + SLA, set CF SLA using email does not work

Hi, we are using the current version 0.03 of http://search.cpan.org/~ruz/RT-Extension-SLA/ in a productive environment - works great - very good work. Also, we are using RT-Extension-CommandByMail to set e.g. the SLA by email (AddCF.{SLA}:Task-low), but this does not work. The logfile tells me

[rt-users] Blank in default preference / search options ?

Hi, is there a way to add a BLANK to the default search options (rt/Prefs/SearchOptions.html) ? Currently, NEWLINE is available, but no BLANK. In the normal (advanced) search (not the default one), it's possible to add '', to the Format-Field - works fine. But I don't know how to

Re: [rt-users] CommandByMail + SLA, set CF SLA using email does not work

Hi, Also, we are using RT-Extension-CommandByMail to set e.g. the SLA by email (AddCF.{SLA}:Task-low), but this does not work. Try to use TransactionBatch stage for the SLA scrip that sets default value. no, this does not work either. regards Danny

Re: [rt-users] CommandByMail + SLA, set CF SLA using email does not work

Is it possible that you have several custom fields named SLA? Check database. SELECT * FROM `CustomFields` WHERE `Name` LIKE 'SLA' LIMIT 0 , 30 -- 1 record found No, only one SLA CF-field. Danny

Re: [rt-users] Blank in default preference / search options ?

Default formats can be set in the config. I would like to give the user the possibility to add a BLANK to this user default search, so the new BLANK should appear in the selection box Search Preferences / Search options / Display Columns / Add Columns: I found the available

Re: [rt-users] Blank in default preference / search options ?

I would like to give the user the possibility to add a BLANK to this user default search, so the new BLANK should appear in the selection box        Search Preferences / Search options  / Display Columns / Add Columns: I found the available elements setup in        

Re: [rt-users] command by mail

Hi, did you add it to your Plugins ? Set(@Plugins, qw( RT::Extension::CommandByMail and also to the Mailplungins - in the right order like Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction) ); kind regards Danny

[rt-users] Scrip condition, On XxxxCustomFieldChanged

Hi, is there a change to get the custom field id by the CF name ? my $fieldId = $self-TransactionObj-getCustomFieldIdByName(CF-Summary); I would like to replace the field number with the name to make the code more robust. -- scrip ### Trigger if custom value changed return undef

Re: [rt-users] Scrip condition, On XxxxCustomFieldChanged

Hi Ruslan, my $cf_obj = $self-TicketObj-LoadCustomFieldByIdentifier(Summary); works perfectly - thanks very much !! best regards Danny

[rt-users] Save seaarch with type='Reminder' not possible ?

Hi, I try to save my over-due-reminder search (configured in the 'advance search page'): Owner = '__CurrentUser__' AND Due = 'now' AND Due 0 AND type = 'Reminder' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) but it's not possible, because I cannot

[rt-users] dumpfile-to-rt-3.0, incremental import failed

Hi, we would like to update from rt 2.0.11 to 3.8.8. Using dumpfile-to-rt-3.0, a full export/import works fine. The incremental import ended with the following error: t-57701: ww[Mon Mar 7 14:26:48 2011] [crit]: Couldn't set EffectiveId: That is already the current value

[rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?

Hi, we added our company signature (queue based) to 3 (Correspondence, Autoreply and Resolve) templates. Is it possible to move the 3 times duplicated signature code to a RTFM article and include this article in my templates, like { $Transaction-GetRTFMArticle(3) } So, the maintenance will

[rt-users] MessageBoxIncludeSignature not work ?

Hi, If i set MessageBoxIncludeSignature to 0, the signature will still displayed while reply (respond action) to a ticket. This is because rt-3.8.8/share/html/Ticket/Update.html is written to ignore the config variable while processing any Respond action. **

Re: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?

It does not let you dynamically load an article from a Template, you could do that without the extension just by writing code in normal RT Templates. Sure. But I would not like to repeat myself in 3 templates (3 times the same signature/code in 3 templates) - for one queue. I would like to

Re: [rt-users] Sample for RTFM::Extension::ArticleTemplates using inside a template ?

my $rtfm = RT::FM::Article-new($Ticket-CurrentUser); my ($id,$msg) = $rtfm-Load(Signature1); if (!id) { $RT::Logger-debug(failed ..); } else { HOWTO print a CF xxx from the loaded article ?; } Sure, that was my suggestion You don't need RTFM::Extension::ArticleTEmplate in order to load

Re: [rt-users] OnCreateSetLanguage dependent on the Email To addr

The list server mixed up my example, therefore again: Example: Sending an email to a) support [at] example dot COM : set English to the requestor language, b) support [at] example dot DE : set German to the requestor language. regards Danny

[rt-users] OnCreateSetLanguage dependent on the Email To addr

Hi, We would like to answer ticket in ONE queue called support using different languages. The language depends on the language of the requestor. If the requestor has no language set, we have to set the language automatically (scrip) dependent on the To-email-addr used for creating the ticket.

Re: [rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8)

Hi, a) I started the import now by erasing the predefined database: /opt/rt3/sbin/rt-setup-database --action drop --dba root --dba-password xx /opt/rt3/sbin/rt-setup-database --action create --dba root --dba-password xx /opt/rt3/sbin/rt-setup-database --action schema

[rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8)

Dear list members, we would like to convert our 9 year old rt2 (2.0.14 from 02/2002) to the current rt3 3.8.8. Therefore, - I downloaded your migration tool from https://github.com/bestpractical/rt2-to-rt3 and - created a dump directory using rt-2.0-to-dumpfile and - tried to import the dump

Re: [rt-users] dumpfile-to-rt-3.0 failed (2.0.14 - 3.8.8)

- I downloaded your migration tool from https://github.com/bestpractical/rt2-to-rt3 and - created a dump directory using rt-2.0-to-dumpfile and - tried to import the dump using dumpfile-to-rt-3.0 to the new RT3 mysql-db but I get the following errors ... ... So, only the tickets NOT

[rt-users] Upgrade Database from RT2.0.11 - RT3.6.3

Hi, how can i upgrade from 2.0.11 to the current version of RT (3.6.2) without loosing all my data in the mysql-database ? Is there a way to convert the mysql-database (including 10k tickets) from RT2.0.11 to RT-database 3.6.3 ? Thanks for help Danny