Re: [rt-users] Rt RightsMatrix
Torsten, Thanks. Although I found out that putting it in doesn't bother it either. I took it out. Kenn LBNL On 3/8/2010 1:20 PM, Torsten Brumm wrote: Hi Ken, i don't think so, rtx::Rightsmatrix is a little outdate and does not support the new plugin structure of rt, you can install it the old way... torsten 2010/3/8 Ken Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov To list, In order to get Rights Matrix to work in RT, do I need to put RT::RightsMatrix into the plugins list after installation? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com mailto:sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Wierd Queue showing up
To list, Has anyone ever come up with a surprise Queue showing up named WatcherQueue26269? I saw it a few weeks ago and disabled it and now it is showing up again. It has no description, no other info other than it was created by UserID # 1. Any ideas anyone? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question on Reminders
Emmanuel, Thanks. Kenn. On 3/5/2010 11:38 PM, Emmanuel Lacour wrote: On Fri, Mar 05, 2010 at 01:05:27PM -0800, Ken Crocker wrote: To list, In 3.6 reminders didn't pass along with the ticket when moved to another queue. They also did not go away when the ticket (owning the reminder) was resolved. My question is, were either of these situations resolved with 3.8? I didn't see anything in the list. Thanks. Yes it was resolved with commit 605161548e455107b3c60ed8d2134b772fd04568. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rt RightsMatrix
To list, In order to get Rights Matrix to work in RT, do I need to put RT::RightsMatrix into the plugins list after installation? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Listing of scrips
To List, How do I modify the way the list of scrips is displayed? I want to remove the id number and also have the NAME listed on top with a larger font then have the condition/action under it in a smaller font? I didn't see anything in the RT_Configure.pm file that would allow this. Help, please? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rights management question
Charles, What I think you're missing is that even though Custom Fields are /applied/ to Queues, the privileges to See/Modify/Admin them is /granted via Groups/. That means I could apply a CF to 3 different Queues and if I didn't grant any groups any rights to see/modify/admin that CF, then no one would even see that CF, let alone modify it, even though it /has been applied/. This is a good thing. For example. I may have 3 different groups with access to a Queue where the CF is applied. I may want one group to only see the CF, not modify a value in it or modify it's name or available values (given it is a select value type). I may want another group to actually modify (change the selected value in it) it for a given ticket and have another group of a few members Admin (add/modify values available for selection) the CF. Does that make any sense? I hope I've been able to help you with this. Kenn LBNL On 3/5/2010 9:18 AM, Charles-Noël Bouteville wrote: Le 5 mars 2010 17:36, Jerrad Pierce jpie...@cambridgeenergyalliance.org mailto:jpie...@cambridgeenergyalliance.org a écrit : each custom field rights by Roles. The Roles Rights on CF can only be granted in Global way? So am i missing something ? The fact that CFs themselves may be selectively applied to queues? Yes but in in a queue ? For instance in queue1, the Cc can see CF1 and CF2 and the AdminCc see CF1, CF2, CF3 and can modified only CF1. Is that Possible ? Second Can i set a filter on the right Showticket? For instance, i would grant some user too see only tickets created by someone who has in his mail where is match by a Regex ? No. Seems far outside the realm of general utility and a PITA. What you could do is create a scrip that checks your conditions and adds the individual in question as (squelched) requestor/cc OnCreate. Ok thank Alternatively, setup you groups and queues to match this mapping as best as possible. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Listing of scrips
Kenneth, Great! Thanks. I'll take a look. Kenn LBNL On 3/5/2010 9:43 AM, Kenneth Marshall wrote: I think that you will need to make local modifications to share/html/Admin/Queues/index.html and files/functions called from there. Ken On Fri, Mar 05, 2010 at 09:34:07AM -0800, Ken Crocker wrote: To List, How do I modify the way the list of scrips is displayed? I want to remove the id number and also have the NAME listed on top with a larger font then have the condition/action under it in a smaller font? I didn't see anything in the RT_Configure.pm file that would allow this. Help, please? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Listing of scrips
Kenneth, That did it. It was /share/html/Admin/Elements/ListGlobalScrips. I made a local copy and modified it. Works great. Thanks! Kenn LBNL On 3/5/2010 9:43 AM, Kenneth Marshall wrote: I think that you will need to make local modifications to share/html/Admin/Queues/index.html and files/functions called from there. Ken On Fri, Mar 05, 2010 at 09:34:07AM -0800, Ken Crocker wrote: To List, How do I modify the way the list of scrips is displayed? I want to remove the id number and also have the NAME listed on top with a larger font then have the condition/action under it in a smaller font? I didn't see anything in the RT_Configure.pm file that would allow this. Help, please? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question on subscriptions to dashboards
To list, We're currently testing our installation of 3.8.7. While setting up a dashboard, we noticed the ability to have a query run at recurring times and to be sent to an email address. We set one up, it ran, but it didn't go anywhere. We have granted the right SubscribeDashboard globally to all Privileged users. yet, no one received those results and these users were privileged. My question is; what other procedures are needed to ensure a user gets an email with query results that are supposed to be sent to them? Any help will be greatly appreciated. Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] List of Scrips by Name
To List, Sorry for the dumb question, for I probably missed this. When looking at scrips when in Configuration-Queue, is there a way to have them list by scrip name? Mine are all listed like User-defined or On Correspond Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] List of Scrips by Name
TO List, Let me clarify. The list DOES sort by the name, but the scrip name is in tiny font size under a LARGE font size for the scrip info. I want to reverse that, if possible. Kenn LBNL On 3/4/2010 3:19 PM, Ken Crocker wrote: To List, Sorry for the dumb question, for I probably missed this. When looking at scrips when in Configuration-Queue, is there a way to have them list by scrip name? Mine are all listed like User-defined or On Correspond Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail Extension
To list, I've finally got CommandByMail to work with Custom Fields. Apparently, for any Custom Field to work, it needs to have a one-word name or a hyphenated name. I didn't read this in any of the READ ME's. So, since 98% of my Custom Fields have more than one word, like Migrated Date, I will need to change it to Migrated-Date and change all queries to look for a hypenated version of what they used to look for. OH Well, at least it now works. Thanks anyway. Kenn LBNL On 2/23/2010 1:43 PM, Kevin Falcone wrote: On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: I've installed CommandByMail. The instructions describe the ability to create a ticket WITH CustomField values. However, I'm finding this doesn't seem to be true. Do I also need to install an additional extension for this? What did you try, how did it fail, etc etc. You can certainly set Custom Fields with CommandByMail You can also use the ExtractCustomFieldValues extension, depending on what you're doing -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail Extension
Kenneth,
Are you saying I need a and a on each side of the CF name? In
addition to the brackets?
Kenn
LBNL
On 3/3/2010 12:29 PM, Kenneth Marshall wrote:
Oops, the syntax for Custom Fields using CommandByMail is
CustomField.{CFName}: custom field value
or
CF.{CFName}: custom field value
That works here with spaces.
Cheers,
Ken
On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:
Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.
Cheers,
Ken
On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:
To list,
I've finally got CommandByMail to work with Custom Fields. Apparently, for
any Custom Field to work, it needs to have a one-word name or a hyphenated
name. I didn't read this in any of the READ ME's. So, since 98% of my
Custom Fields have more than one word, like Migrated Date, I will need to
change it to Migrated-Date and change all queries to look for a hypenated
version of what they used to look for. OH Well, at least it now works.
Thanks anyway.
Kenn
LBNL
On 2/23/2010 1:43 PM, Kevin Falcone wrote:
On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:
I've installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I'm finding this
doesn't seem to be true. Do I also need to install an additional
extension for this?
What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you're doing
-kevin
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Re: [rt-users] CommandByMail Extension
Kenneth,
To be honest, we just installed this a few day (maybe a week) ago. So I
assumed we HAD the latest version. I'll take a look in the wiki and see
what's up.
Kenn
LBNL
On 3/3/2010 12:37 PM, Kenneth Marshall wrote:
Oh, and the dot (.) should not be there. You also need the
latest release to fix the regex space bug.
Cheers,
Ken
On Wed, Mar 03, 2010 at 02:29:07PM -0600, Kenneth Marshall wrote:
Oops, the syntax for Custom Fields using CommandByMail is
CustomField.{CFName}: custom field value
or
CF.{CFName}: custom field value
That works here with spaces.
Cheers,
Ken
On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:
Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.
Cheers,
Ken
On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:
To list,
I've finally got CommandByMail to work with Custom Fields. Apparently, for
any Custom Field to work, it needs to have a one-word name or a hyphenated
name. I didn't read this in any of the READ ME's. So, since 98% of my
Custom Fields have more than one word, like Migrated Date, I will need to
change it to Migrated-Date and change all queries to look for a hypenated
version of what they used to look for. OH Well, at least it now works.
Thanks anyway.
Kenn
LBNL
On 2/23/2010 1:43 PM, Kevin Falcone wrote:
On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:
I've installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I'm finding this
doesn't seem to be true. Do I also need to install an additional
extension for this?
What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you're doing
-kevin
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Re: [rt-users] CommandByMail Extension
Kenneth,
That was it. My guy installed .08 and now all works well. I do get an
error for the command Content, but as long as I put any comments at
the end, it works fine.
Thanks again for your help.
Kenn
LBNL
On 3/3/2010 12:53 PM, Kenneth Marshall wrote:
Use version 0.08 from last August. You do not include , just
the text of the name or value.
Ken
On Wed, Mar 03, 2010 at 12:35:36PM -0800, Ken Crocker wrote:
Kenneth,
Are you saying I need a and a on each side of the CF name? In addition
to the brackets?
Kenn
LBNL
On 3/3/2010 12:29 PM, Kenneth Marshall wrote:
Oops, the syntax for Custom Fields using CommandByMail is
CustomField.{CFName}: custom field value
or
CF.{CFName}: custom field value
That works here with spaces.
Cheers,
Ken
On Wed, Mar 03, 2010 at 02:09:46PM -0600, Kenneth Marshall wrote:
Since the parsing for this is via regex, maybe we can adjust
the regex used to incorporate spaces in CFs.
Cheers,
Ken
On Wed, Mar 03, 2010 at 11:39:29AM -0800, Ken Crocker wrote:
To list,
I've finally got CommandByMail to work with Custom Fields. Apparently,
for any Custom Field to work, it needs to have a one-word name or a
hyphenated name. I didn't read this in any of the READ ME's. So, since
98% of my Custom Fields have more than one word, like Migrated Date, I
will need to change it to Migrated-Date and change all queries to look
for a hypenated version of what they used to look for. OH Well, at least
it now works.
Thanks anyway.
Kenn
LBNL
On 2/23/2010 1:43 PM, Kevin Falcone wrote:
On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:
I've installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I'm finding this
doesn't seem to be true. Do I also need to install an additional
extension for this?
What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you're doing
-kevin
___
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Re: [rt-users] CommandByMail Extension
Kevin, Did you get my earlier response with the data I used in the Email? Kenn LBNL On 2/23/2010 1:43 PM, Kevin Falcone wrote: On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote: I've installed CommandByMail. The instructions describe the ability to create a ticket WITH CustomField values. However, I'm finding this doesn't seem to be true. Do I also need to install an additional extension for this? What did you try, how did it fail, etc etc. You can certainly set Custom Fields with CommandByMail You can also use the ExtractCustomFieldValues extension, depending on what you're doing -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CommandByMail Extension
To list, I've installed CommandByMail. The instructions describe the ability to create a ticket WITH CustomField values. However, I'm finding this doesn't seem to be true. Do I also need to install an additional extension for this? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] CommandByMail Extension
Kevin,
Thanks for responding. The following are the several tries to get a
CustomFIeld set:
This was in the body the first time:
Status: open
Owner: CACasaretto
Priority: 3
CustomField.{Description}: This is the first test for CommandByMail
CustomField.{Need-By-Date}: 04/02/2010
CustomField.{QA Approver}: KFCrocker
CustomField.{Migrator}: WRHubert
CustomField.{Work-State}: Investigating Request
CustomField.{Resolution Type}: Vendor Software Upgrade
Due: 04/05/2010
The CustomFields remained blank and Due Date as well. I figured out
the Due date problem.
---
This was in the body the second time:
---
This is the second test for CommandByMail.
Priority: 3
Due: 04-05-2010
CustomField.QA Approver: KFCrocker
CustomField.Migrator: WRHubert
CustomField.Work-State: Investigating Request
CustomField.Resolution Type: Vendor Software Upgrade
** Same with the CF's. Due Date was fine.
---
This was in the body the last time:
---
Priority: 3
Due: 2010-04-05
AddCustomField.QA Approver: KFCrocker
AddCustomField.Migrator: WRHubert
AddCustomField.Resolution Type: Vendor Software Upgrade
This is the seventh test for CommandByMail
On this one, again, all is well except CF's.
It seems if I enter a comment first, it doesn't work and I'm not sure
about ticket fields after CF's because I can't get CF's to work.
I really just want to do is this:
1) Set some Ticket Fields, that's working
2) Set the content, hopefully appart from the command lines??
3) Set a few CF's with an initial value equal to one of the existing
possible values already available. These CF's are Select One Value.
Any help here would definitely be appreciated. Thanks a bunch.
Kenn
LBNL
On 2/23/2010 1:43 PM, Kevin Falcone wrote:
On Tue, Feb 23, 2010 at 10:59:51AM -0800, Ken Crocker wrote:
I've installed CommandByMail. The instructions describe the ability to
create a ticket WITH CustomField values. However, I'm finding this
doesn't seem to be true. Do I also need to install an additional
extension for this?
What did you try, how did it fail, etc etc.
You can certainly set Custom Fields with CommandByMail
You can also use the ExtractCustomFieldValues extension, depending on
what you're doing
-kevin
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Re: [rt-users] Pls urgent help about double requestors for each new ticket
Softouch, Have you created any scrips that activate when a ticket is created? Otherwise, that's crazy. I can't see any reason that the vanilla RT would ever do that. It doesn't make sense and I can't think of any configuration settings that would do it either. The only thing I can think of is some scrip that is doing it. Kenn LBNL On 2/18/2010 9:49 PM, softouch wrote: Dear Ken, lets assume that i have user A,B,C,D in my RT. When User A is creating a ticket in the queue and making some one owner of Ticket out of RT Members, after ticket creation RT is showing Two Requester for this Ticket. One is User A who actually created the Ticket. Second randomly from B,C,D. i am unable to understand that why and when second requester is inserted inside the ticket. now when ever some correspondence is made with Requester , RT is sending Email to Two Requester. Hope i have explained my problem more precisely. Thanks, R i Z Ken Crocker wrote: Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT problem with ticket creation via email
JJussi,
What do you mean by made my own plugin?
Kenn
LBNL
On 2/17/2010 11:17 PM, JJussi wrote:
Hi!
I had same kind of problems when I took 'MailPlugins' in use. I made my own
plugin and as long as plugin didn't return 'RT::CurrentUser' object, I got
that error.
On Wednesday, 17. Februaryta 2010 23:17:32 Ken Crocker wrote:
To list,
I have been testing our 3.8.7 session and all looks well, with the
exception of creating tickets via email.
I can create tickets fine via the WebUI, but emails gives no joy. I get
this email back:
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (kfcroc...@lbl.gov).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue Test.
I have, of course, applied the CreateTicket right to everyone for the
Queue Test. Still no joy.
I am thinking that since the email gets to RT, it is probably a filter of
some sort in our Config settings.
We are using the ExternalAuth extension and ourLDAP filters work fine
with signing onto the WebUI and using the system in ALL of it's aspects.
These are our LDAP settings:
'My_LDAP' = {'type' = 'ldap',
'server' = '.xxx.xxx',# x'd out for this email
'user' = '',
'pass' = '',
'base' = 'ou=people,o=Company Name,c=us',
'filter' =
'((|(xxxEmpStat=Staff)(xxxEmpStat=Guest))(|(xxxpan=XX*)))',
'd_filter' = '(!(|(xxxEmpStat=Staff)(xxxEmpStat=Guest)))',
'tls' = 1,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = ['Name',
'EmailAddress',
'RealName',
'uid',
],
'attr_map' = { 'Name'= 'uid',
'EmailAddress'= 'mail',
'Organization'= 'o',
'RealName'= 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'WorkPhone' = 'telephoneNumber',
'Address1'= 'xxxMailStop',
'Address2'=
'postalAddress', }
}
}
These are some other settings that I think /*MIGHT*/ apply:
Set($TruncateLongAttachments, 1);
Set($LookupSenderInExternalDatabase, 1);# not actually functional
-alinc
Set($SenderMustExistInExternalDatabase, 1);
Set($ValidateUserEmailAddresses, 1);
Set($SendmailPath, /usr/lib/sendmail);
Set($WebExternalAuto , 0); # Do not create accounts based on REMOTE_USER
setting
Set($WebExternalAuthContinuous, 0); # prevent checking REMOTE_USER at
every page load
Any clues? Thanks.
Kenn
LBNL
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Re: [rt-users] Pls urgent help about double requestors for each new ticket
Softouch, Your question is a bit vague. Are you having a problem segregating notifications? A problems distinguishing the difference between a ticket Creator and a Ticket Requestor? There are several relationships a user can have with a ticket. At the Queue level, they can be a watcher (either AdminCc or Cc). That implies that they want whatever notifications you set to go out for ALL tickets in that Queue. Then there are the Ticket watchers, which includes AdminCc, Cc, Owners (of which there can ONLY be one per ticket) and Requestors (of which there can be MANY per ticket). These watchers are called Roles which are basically Psuedo groups. The can have rights just like User-defined groups for a particular Queue and even globally. A Creator is neither a role or psuedo group of any kind and therefore /cannot have any rights/.nor be a /selected recipient of a notification/. A Ticket Creator is merely a ticket level field that retains the ID number of the user that /actually created/ (Via email or WebUI) the ticket and this user can be a different user than the Owner OR Requestor(s). You can display this persons User Name/Email address in any Query, however. Please define more succinctly exactly what your problem is and I'll try to help. Kenn LBNL On 2/18/2010 4:15 AM, softouch wrote: Hello. whenever my RT users are creating ticket in some queue, ticket is created by two owners. one who is actually creating the ticket and other it selects randomly between different RT Admins. please help me to sort out the reason of this issue. R i Z. View this message in context: Pls urgent help about double requestors for each new ticket http://old.nabble.com/Pls-urgent-help-about-double-requestors-for-each-new-ticket-tp27637404p27637404.html Sent from the Request Tracker - User mailing list archive http://old.nabble.com/Request-Tracker---User-f572.html at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT problem with ticket creation via email
To list,
I have been testing our 3.8.7 session and all looks well, with the
exception of creating tickets via email.
I can create tickets fine via the WebUI, but emails gives no joy. I get
this email back:
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new user for this email (kfcroc...@lbl.gov).
You might need to grant 'Everyone' the right 'CreateTicket' for the
queue Test.
I have, of course, applied the CreateTicket right to everyone for the Queue
Test. Still no joy.
I am thinking that since the email gets to RT, it is probably a filter of some
sort in our Config settings.
We are using the ExternalAuth extension and ourLDAP filters work fine
with signing onto the WebUI and using the system in ALL of it's aspects.
These are our LDAP settings:
'My_LDAP' = {'type' = 'ldap',
'server' = '.xxx.xxx',# x'd out for this email
'user' = '',
'pass' = '',
'base' = 'ou=people,o=Company Name,c=us',
'filter' =
'((|(xxxEmpStat=Staff)(xxxEmpStat=Guest))(|(xxxpan=XX*)))',
'd_filter' = '(!(|(xxxEmpStat=Staff)(xxxEmpStat=Guest)))',
'tls' = 1,
'net_ldap_args' = [version = 3 ],
'attr_match_list' = ['Name',
'EmailAddress',
'RealName',
'uid',
],
'attr_map' = { 'Name'= 'uid',
'EmailAddress'= 'mail',
'Organization'= 'o',
'RealName'= 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'uid',
'WorkPhone' = 'telephoneNumber',
'Address1'= 'xxxMailStop',
'Address2'=
'postalAddress', }
}
}
These are some other settings that I think /*MIGHT*/ apply:
Set($TruncateLongAttachments, 1);
Set($LookupSenderInExternalDatabase, 1);# not actually functional
-alinc
Set($SenderMustExistInExternalDatabase, 1);
Set($ValidateUserEmailAddresses, 1);
Set($SendmailPath, /usr/lib/sendmail);
Set($WebExternalAuto , 0); # Do not create accounts based on REMOTE_USER
setting
Set($WebExternalAuthContinuous, 0); # prevent checking REMOTE_USER at
every page load
Any clues? Thanks.
Kenn
LBNL
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Re: [rt-users] Adding another extension
Emmanuel, Thanks. Got it. It's up and runnning. Kenn LBNL On 2/12/2010 10:42 PM, Emmanuel Lacour wrote: On Fri, Feb 12, 2010 at 01:32:25PM -0800, Ken Crocker wrote: To list, I finally have RT 3.8.7 up and running in our test environment. It's GREAT! I didn't install ALL the extensions, just RTx::Calendar and RT::Authen::ExternalAuth. I'm assuming the pie/bar chart capability is included in the vanilla install (I DID include it in the install configuration) and it works just fine. . Now, I want to install the ability to run Gant charts to show ticket relationships. Am I correct that Graphviz is the correct extension? If so, will that affect the pie/bar chart ability and what do I need to do? Can I just run the install for the extension? What do I add to the Plugin? This is not an RT extension, just a perl modules. Install perl module graphiz from cpan (or apt-get install libgraphviz-perl under debian), restart apache and your tickets relation ships graph should work. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding another extension
To list, I finally have RT 3.8.7 up and running in our test environment. It's GREAT! I didn't install ALL the extensions, just RTx::Calendar and RT::Authen::ExternalAuth. I'm assuming the pie/bar chart capability is included in the vanilla install (I DID include it in the install configuration) and it works just fine. . Now, I want to install the ability to run Gant charts to show ticket relationships. Am I correct that Graphviz is the correct extension? If so, will that affect the pie/bar chart ability and what do I need to do? Can I just run the install for the extension? What do I add to the Plugin? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problems with Concise Spreadsheet
To list, Is anyone out there using the Concise Spreadsheet extension? I've go tit installed, but the linked display shows up at the bottom of the page instead of replacing the Spreadsheet link display. Also, I'm not getting the titles for anything after my second column (Subject), which happens to be the reference link to a ticket. Anyone else having problems with this? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help
Raed, The only thing I can think of to help de-bug this is to list the privileges you've set and then compare that list to what you see in the ACL table. Unless, of course, you have Rights Matrix installed. That would also help. I don't know if Rights Matrix works on 3.8.x, but it certainly is worth a try. Kenn LBNL On 2/8/2010 8:50 AM, Raed El-Hames wrote: Maybe this time I'll get an answer .. RT-3.8.7 NO customisation apart from css DBIx - 1.56 apache2,mod_perl2 I am seeing a lot of queries (1146 of them) SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 The only changes I see between these queries are - variation between ShowACL and ModifyACL - ACL.ObjectId = x (where x is the id foreach active queue in the system -- we have 116 active queues) 1- The first question that comes to mind what are we calling this lookup anyway, if the RT System user does not have permission on a queue, then the system is broken, so this lookup should be done differently and else where?? 2- Where is this called from so I can disable it (unless some one can answer question 1 and enlighten me as to why its there)?? Any help will truly be appreciated , these 1147 for 116 queues, my live system have twice the amount of queues and my concerns that I will end up with 3000 or so pointless queries with every page. Please please help. Roy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL' :: please help
Raed, From my evaluations when scrutinizing the DB, I've noticed that it seems ANY query saved by group (OH, this is on 3.6.4. I haven't had a chance yet to REALLY look at the DB from a 3.8.x view) will always want to check permissions for a single user that wants to look at that query to see if that user is in the group. You say it is happening alot. Does that mean this security check happens regardless of the user? Regardless of the query? Is this GroupID a /system/ group? If so, is this query saved as a /system/ query? There might be something in these relationships that is escaping your notice. I've found, at least in the past, that a /*LOT*/ of the /time-consuming/ search problems are related to user/group membership/privileges. Hope this helps you in de-bugging the problem. Kenn LBNL On 2/8/2010 9:41 AM, Raed El-Hames wrote: Thanks for your response Ken , I traced it down to missing entry in CachedGroupMembers; When I upgraded my dev box from 3.6.3 to 3.8.7 I ran shrink_cgm_table.pl, which for some reason (maybe something in my system) deleted the following row: mysql select * from CachedGroupMembers where id = 2; ++-+--+--+---+--+ | id | GroupId | MemberId | Via | ImmediateParentId | Disabled | ++-+--+--+---+--+ | 2 | 2 |1 |2 | 2 |0 | ++-+--+--+---+--+ This is the row that tells the RT::SystemUser that its a member of itself , and its the row that ACLs and Principals are checked against. The fact it was missing, it made the system loop through the queue checking acls for the RT user. so I added it via sql, and that problem is resolved, however : I do have another problem now, which is repeated : 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' 176 Query SELECT * FROM CachedGroupMembers WHERE GroupId = '2034' AND MemberId = '1' No doubt its missing entries in the database ? (for the curious 2034 is a defined user group) , why its checking if the SystemUser is a member of that group is beyond my little brains. Again Any help will be appreciated Roy Ken Crocker wrote: Raed, The only thing I can think of to help de-bug this is to list the privileges you've set and then compare that list to what you see in the ACL table. Unless, of course, you have Rights Matrix installed. That would also help. I don't know if Rights Matrix works on 3.8.x, but it certainly is worth a try. Kenn LBNL On 2/8/2010 8:50 AM, Raed El-Hames wrote: Maybe this time I'll get an answer .. RT-3.8.7 NO customisation apart from css DBIx - 1.56 apache2,mod_perl2 I am seeing a lot of queries (1146 of them) SELECT ACL.id FROM ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowACL') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.PrincipalType = 'Group' AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = 1 AND ACL.PrincipalType = Groups.Type AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 4)) AND Groups.Domain = 'RT::System-Role' AND Groups.Instance = '1' LIMIT 1 The only changes I see between these queries are - variation between ShowACL and ModifyACL - ACL.ObjectId = x (where x is the id foreach active queue in the system -- we have 116 active
[rt-users] DataBase question for RT 3.8.7
To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DataBase question for RT 3.8.7
Joop everyone, Thanks. I didn't do the upgrade, but I'll get access and look at that data. Thanks again. Kenn LBNL On 2/8/2010 10:59 AM, Joop van de Wege wrote: Ken Crocker wrote: To list, Were there any new Tables added to the DataBase for 3.8.7 not in 3.6.4? You can check that yourself by looking at the source archive. Look in the etc/upgrade/.. for the file 'content'. Those files hold changes to the database, if I'm correct. Regards, Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ticket Links on reqults - problem
Emmanuel,
Sorry about the Advanced format shot. Here it is:
'b__id__/a/b/TITLE:Ticket Id', QueueName,
'b__Subject__/a/b/TITLE:Subject','__Requestors__', Priority,
Status,'__CustomField.{Work-State}__', OwnerName,
'__Due__/a/b/TITLE:Due Date'.
Thanks for the reminder Kevin.
Kenn
LBNL
On 2/6/2010 12:12 AM, Emmanuel Lacour wrote:
On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote:
To List,
Is anyone out there having problems with no links from Search results to
tickets? Any idea why I might be?
is this a fresh RT install or did you upgrade from previous version?
I see no problems on a freh install, maybe you did an upgrade and forget
to upgrade the DB.
Can you give us a screenshot, and also click on Advanced in a search
results without links, then send the format content here.
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Re: [rt-users] Ticket Links on reqults - problem
Emmanuel,
HA! I found it. Your clue as to the format settings put me in the right
direction. I had screwed up the default format settings. I've got it
working now. Thanks.
Kenn
LBNL
On 2/8/2010 12:23 PM, Ken Crocker wrote:
Emmanuel,
Sorry about the Advanced format shot. Here it is:
'b__id__/a/b/TITLE:Ticket Id', QueueName,
'b__Subject__/a/b/TITLE:Subject','__Requestors__', Priority,
Status,'__CustomField.{Work-State}__', OwnerName,
'__Due__/a/b/TITLE:Due Date'.
Thanks for the reminder Kevin.
Kenn
LBNL
On 2/6/2010 12:12 AM, Emmanuel Lacour wrote:
On Fri, Feb 05, 2010 at 12:08:37PM -0800, Ken Crocker wrote:
To List,
Is anyone out there having problems with no links from Search results to
tickets? Any idea why I might be?
is this a fresh RT install or did you upgrade from previous version?
I see no problems on a freh install, maybe you did an upgrade and forget
to upgrade the DB.
Can you give us a screenshot, and also click on Advanced in a search
results without links, then send the format content here.
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[rt-users] Trouble with ConciseSpreadsheet
To list, I'm having trouble getting my ConciseSpreadsheet extension working. We installed ConciseSpreadsheet into /share/html. However, I can't find any instructions on what to do after that. I had some old instructions for 3.6.4, but they can't apply because the code in Results.html has changed too much. Can anyone help me on this? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Charts not showing up in 3.8.7
To list, Our testing of 3.8.7 is working nicely, with only a few bugs. We noticed that although th Query works well with Custom FIelds, etc. we can't get a pie or bar chart to show. We thought those were automatically included in the RT download. Is there an extension we need to install? Our RT_SiteConfig.pm Plugin look slike this Set(@Plugins,(qw(RTx::Calendar RT::Authen::ExternalAuth)));. Is the graph ability installed and we just need to put something in the plugin? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket Links on reqults - problem
To List, Is anyone out there having problems with no links from Search results to tickets? Any idea why I might be? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Request Resolve approval customization?
Mike, For us, our owners ARE the ones that work on a ticket and resolve it when it is complete. We also have added a couple new ticket status values (pending QA QA approvd) that allow us to write scrips to send notifications when those tickets get those values. When the Owner changes the values to pending QA a notification is sent out to the QA tester who then tests and later does a Reply to the ticket from that Email to say whether the test passed or failed. If it passed, the ticket history shows that notification and now the owner can resolve the ticket. Anyway, that's how we do it. I'm sure you could write a scrip using a Custom Field or something to send out a notice or automatically resolve the ticket. Kenn LBNL On 2/4/2010 11:58 AM, Mike Johnson wrote: Greetings all, I'm curious if anyone has written, or if you have stumbled across an extension that would put the functionality in that an owner can request a ticket to be resolved. I have seen some incident tracking systems that the support person would basically set the ticket to I think it's done and that would notify the requestor who could confirm and it would resolve the ticket. RT can handle this through a manual process, I'm just curious if anyone went and wrote something that would handle this through email? I can already think of a way to do it should you customize the customer interface to RT... This just popped into my head and thought I'd see what the list had to offer. Thanks! Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1 (800) 461-8777, option 8, or locally either (705) 662-7120 or (807) 766-7500 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Search Results ticket link problem
To List, I asked this before, but maybe I wasn't clear. In 3.6.4, whenever I selected a queue from QuickSearch list, it would show the active tickets in that queue. From there (or any search results page), I could select a ticket number in that list and it would take me directly to that ticket display. I /*can no longer select a ticket from that list*/. Am I missing a privilege or something? I'm a SuperUser. I notice that the link does work when I select a ticket number from the unownd list, but not from any other search results. Help anyone? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Query link question
To list, In 3.6.4, whenever I selected a queue from QuickSearch list, it would show the active tickets in that queue. From there, I could select a ticket number in that list and it would take me directly to that ticket display. I can no longer select a ticket from that list. Am I missing a privilege or something? I'm a SuperUSer. I notice that the link does work when I select a ticket number from the unownd list. Help anyone? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Projects, groups, users, and priveledges
Yan, Definitely possible. I would set up a Queue for each department. For each Queue, set up the AdminCc as the person to manage the tickets (modify ACL, add watchers, steal tickets, etc.). Then create a Users group that can see the Queue, look at ticket info in the Queue but not modify any tickets. Then create a Support group of users that can own tickets, add comments, etc. Grant the SeeQueue, ShowTicket, ReplyToTicket right to the Requestors for the Queue and ModifyTicket to the AdminCc and Owners. Populate each group accordingly. Your global rights should be well-thought out based on your work-flow (I have some recommendations I keep for my Admin teams). Each project should be a ticket and all tasks under that project should be children/DependsonBy to that parent/project ticket. This is just a short summary of what I would do. If you send me more complete details of your work-flow, I'll be happy to send you some detailed suggestions. Kenn LBNL On 2/3/2010 12:41 PM, SEINER Yan wrote: Im just starting out with RT; I used it many years ago but Ive forgotten just about everything We want to set up a small pilot to see if it will work for our needs. We have: Departments Projects Users We need to be able to set up security so that a user from a specific department can only have access to tickets from specific projects. In other words, assume projects 1, 2, and 3, users Steve, Joe, and Bob, and Maintenance, Engineering, and Design. Bob is working on projects 1 and 2, Steve on projects 1 and 3, and Joe on 2 and 3. Bob needs to see all Design, Engineering, and Maintenance tickets that pertain to his projects, but he must not see any tickets at all for project 3. Steve can only see tickets for Maintenance on his two projects, and occasionally maintenance tickets for 2. Joe needs to see all tickets for Design regardless of project, but only Engineering tickets for his two projects, and none for Maintenance. I seem to be short a category in RT as it only has users and groups, and not sub-groups or projects. Is anything like this possible? Or is the trick to set up groups for both projects and departments, and then assign membership in both? But then is it possible to require tickets so that a user needs to be a member of 2 groups in order to see the ticket? Yan Seiner, PE Civil Engineer Environmental Services Division City of Springfield Public Works 225 Fifth Street, Springfield, Oregon 97477 Metropolitan Wastewater Management Commission (MWMC) Tel: 541-736-7124 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Group and giving Rights.
JJussi, You're talking about documentation that explains the relationship between data and function. I haven't seen it. I've had to develop my own info on that based on what I assume. Not good enough to send out. Sorry. Kenn LBNL On 2/2/2010 12:39 AM, JJussi wrote: Hi! Is there somewhere document what would tell what are correlations between database tables and information there? f.ex. Principals vs. ACL. Both have PrincipalType and PrincipalId (ACL have PrincipalId and Principals have id/ObjectId). Or do I need to read thru all source codes and collect information from there.. Because reading source codes, I notice that some functions what I need (to change or extract information) are missing. On Monday, 1. Februaryta 2010 19:44:55 Joop van de Wege wrote: Ken Crocker wrote: JJussi, I use the WebUI. It's wy easier. The programming is already done, so why re-create the same wheel? Well, ever tried to change a couple of hundred users and/or groups that way ;-) I wrote a script which sets rights on groups/queues/global. Will try to dig it up and post to the wiki, even its a bit rough. Regards, Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re quest Tracker Feasibility
Spandy, We converted a set of legacy Oracle tables into flatfiles and then create our history of ticket in RT with another perl program we ran. I put those programs (or the last one, at least) into the RT Wiki. Check there. Obviously, you would need to change field names, input format, etc, but you would basically have a program to use. Good Luck. Kenn LBNL On 1/29/2010 2:06 PM, spandey wrote: Hi, We are currently using Jitterbug for email tracking system and would like to migrate to Request Tracker. I have been doing research for the same on the web. Jitterbug produces flat files for each of the records that is sent. So our main concern is the migration of our legacy data in form of Flat files to RT. I know that there are modules like ConvertLegacyToRt that have been built. We were however wondering whether it would be feasible as we have probably around 20,000+ flatfiles from our jitterbug records. Any help and insights would be greatly appreciated. Thanks!! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Group and giving Rights.
JJussi,
I use the WebUI. It's wy easier. The programming is already
done, so why re-create the same wheel?
Kenn
LBNL
On 1/30/2010 12:09 PM, JJussi wrote:
Hi list!
What, nowbody have any good answers. To how I, can give rights to just created
group..
And I thought that I'm poor programmer...
On Friday, 29. Januaryta 2010 13:15:37 JJussi wrote:
Hi to list,
(I'm not very good Perl programmer, so this question may be (too) simple)
I can create group easily:
my $group = new RT::Group($RT::SystemUser);
my $gid = $group-CreateUserDefinedGroup(
Name = $vars{nimi},
Description = $vars{kuvaus},
);
To give rights to that group I (try) to use:
my @gacl=('ShowTicket','CreateTicket','SeeQueue','ReplyToTicket');
my $principal = new RT::Principal($RT::SystemUser);
my $pid = $principal-Create(
PrincipalType = 'Group',
ObjectId = $gid,
Disabled = '0',
);
foreach (@gacl)
{
$xxx-GrandRight( Right = $_, Object = $gid);
}
That $xxx is problem.. I need Principal-Object there, but
CreateUserDefinedGroup returns GroupID. How I can get that Object?
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[rt-users] RT Query question
To all, I want to modify the way dates are displayed when I run a query, especially since I want to download the info to a spreadsheet. I just want the date, no time, no day-of-week, etc. I just want it to show dd/mm/. Is there some way to do this in advanced or some way to select it differently? I hope someone has an answer cause this is a real pain for me. Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.7 Support Queues question
To list, In 3.6.4, whenever I selected a queue from My Support Queue list, it would show the active tickets in that queue. From there, I could select a ticket numer in that list and it would take me to that ticket display. I can no longer select a ticket from that list. Am I missing a provolege or something? I'm a SuperUSer. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] PErl question for RT Status values
To list,
In the past (3.6.4) I was able to add a couple values for my @active
ticket statuses by modifying the RT_SiteCOnfig.pm values thus:
@ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled')
unless @ActiveStatus;
Now, with the more stringent syntax, I have this:
Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled')));
The problem is that the single quotes end up as part of the value. I
can't just remove them because I need to protect the integreity of two
values that include an embedded space ('pending QA' and 'QA approvd').
I'm only a perl newbie, so I'm not sure how to get around this problem.
Can anyone out there show me the correct syntax to add my two status
values and keep the integrity of the embedded space?
Thanks.
Kenn
LBNL
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Re: [rt-users] PErl question for RT Status values
Joop,
No. I waslooking thru _Perl for Dummies_ and _Learning Perl_ and
coul;dn't find any reference for the set command. I'll try that now.
Thanks.
Kenn
LBNL
On 2/1/2010 12:15 PM, Joop van de Wege wrote:
Ken Crocker wrote:
To list,
In the past (3.6.4) I was able to add a couple values for my @active
ticket statuses by modifying the RT_SiteCOnfig.pm values thus:
@ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd',
'stalled') unless @ActiveStatus;
Now, with the more stringent syntax, I have this:
Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd'
'stalled')));
The problem is that the single quotes end up as part of the value. I
can't just remove them because I need to protect the integreity of
two values that include an embedded space ('pending QA' and 'QA
approvd').
Did you try to use double quotes?, like
Set(@ActiveStatus, (qw('new' 'open' 'pending QA' 'QA approvd'
'stalled')));
Regards,
Joop
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Re: [rt-users] PErl question for RT Status values
Joop,
Nope. Didn't work. It looks like once I code Set, it takes everything
inside theinner paranthesis literally.
I suppose I /*COULD*/ go into RT_Config and change it back to the old
syntax so my override in RT_SiteConfig would work. But I don't like that
because I like to think of RT_Config as untouchable. A local version
won't work either. I found it rather frustrating that there was no
reference to the Set command in either of the books I looked at. I'll
try google next.
Kenn
LBNL
On 2/1/2010 12:15 PM, Joop van de Wege wrote:
Ken Crocker wrote:
To list,
In the past (3.6.4) I was able to add a couple values for my @active
ticket statuses by modifying the RT_SiteCOnfig.pm values thus:
@ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled')
unless @ActiveStatus;
Now, with the more stringent syntax, I have this:
Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled')));
The problem is that the single quotes end up as part of the value. I
can't just remove them because I need to protect the integreity of two
values that include an embedded space ('pending QA' and 'QA approvd').
Did you try to use double quotes?, like
Set(@ActiveStatus, (qw('new' 'open' 'pending QA' 'QA approvd'
'stalled')));
Regards,
Joop
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Re: [rt-users] PErl question for RT Status values
Jeff,
AAAHHH! Thanks.
Kenn
LBNL
On 2/1/2010 12:50 PM, Jeff Voskamp wrote:
On 02/01/2010 02:45 PM, Ken Crocker wrote:
To list,
In the past (3.6.4) I was able to add a couple values for my @active
ticket statuses by modifying the RT_SiteCOnfig.pm values thus:
@ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled')
unless @ActiveStatus;
Now, with the more stringent syntax, I have this:
Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled')));
The problem is that the single quotes end up as part of the value. I
can't just remove them because I need to protect the integreity of two
values that include an embedded space ('pending QA' and 'QA approvd').
I'm only a perl newbie, so I'm not sure how to get around this problem.
Can anyone out there show me the correct syntax to add my two status
values and keep the integrity of the embedded space?
Thanks.
Kenn
LBNL
Try
Set( @ActiveStatus, ('new', 'open', 'pending QA', 'QA approvd', 'stalled'));
You can use quotes or qw, but not both.
Jeff
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Re: [rt-users] PErl question for RT Status values
Kevin,
Thanks.
Kenn
LBNL
On 2/1/2010 12:46 PM, Kevin Falcone wrote:
On Mon, Feb 01, 2010 at 11:45:31AM -0800, Ken Crocker wrote:
To list,
In the past (3.6.4) I was able to add a couple values for my @active
ticket statuses by modifying the RT_SiteCOnfig.pm values thus:
@ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled')
unless @ActiveStatus;
Now, with the more stringent syntax, I have this:
Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled')));
perldoc -f qw will tell you more about what it does (and why it is
huring yout)
Just do
Set(@ActiveStatus, ('new', 'open', 'pending QA', 'QA approvd', 'stalled'));
-kevin
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[rt-users] RT Config settings
TO list, I noticed the format/syntax for some settings has changed in 3.8.x from 3.6.x. (thanks Ruslan). Inmost cases, it went from @x) to Set(@). This happened for active and inactive as well as @LogToSyslogConf = ( ) to s...@logtosyslogconf = ()]; So my question is What happened to @MailPlugins = (qw);? I can't even find it anymore. Did it get replaced by something? Thanks. Kenn LBNL** ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Config settings
Kevin, I did. However, I noticed in the RT_Config.pm file that the @MailPlugins didn't change, hence my question. Kenn LBNL On 1/28/2010 10:23 AM, Kevin Falcone wrote: On Thu, Jan 28, 2010 at 10:17:45AM -0800, Ken Crocker wrote: TO list, I noticed the format/syntax for some settings has changed in 3.8.x from 3.6.x. (thanks Ruslan). Inmost cases, it went from @x) to Set(@). This happened for active and inactive as well as @LogToSyslogConf = ( ) to s...@logtosyslogconf = ()]; So my question is What happened to @MailPlugins = (qw);? I can't even find it anymore. Did it get replaced by something? Thanks. Kenn You may want to peruse UPGRADING === UPGRADING FROM 3.6.X and earlier - Changes: ... Config format has been made stricter. All options MUST be set using Set function, no more @XXX = (...) unless @XXX;. Use Set(@XXX, ...); instead. === -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Config settings
Jerrad, AH! Kool. Sorry for the confusion. Kenn LBNL On 1/28/2010 10:49 AM, Jerrad Pierce wrote: I did. However, I noticed in the RT_Config.pm file that the @MailPlugins didn't change, hence my question. Which was not at all clearly stated. From my local config: Set(@MailPlugins, qw'Filter::SpamAssassin Auth::MailFrom'); It's documented in RT_Config.pm. It just seems that the default is an implicit null list. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Another RT upgrade question
To list, I had thought I heard that the latest version of RT (3.8.7) allowed for Custom FIelds to be defined as Date and a user could select a date from a calender like on other RT ticket date fields. Is that so? If so, how do I do it? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Another RT upgrade question
Jerrad, OH well. Guess I heard wrong. Too bad. It seems to me that would be a feature many would like. Kenn LBNL On 1/28/2010 12:11 PM, Jerrad Pierce wrote: I had thought I heard that the latest version of RT (3.8.7) allowed for Custom FIelds to be defined as Date and a user could select a date from a calender like on other RT ticket date fields. Is that so? If so, how do I do it? Thanks. News to me. The major CF feature in 3.8.7 is nested categories, and in versions before that autocomplete. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Another RT upgrade question
Jerrad, Yes. That's what i was remembering. Since we are currently at 3.8.7, I just hoped it had been made part of the core by now. Thanks for the reminder. Kenn LBNL On 1/28/2010 2:39 PM, Jerrad Pierce wrote: There's been discussion of a submitted patch 3.8.5, which you participated in: http://www.gossamer-threads.com/lists/rt/users/88354?search_string=custom-field%20date;#88354 But it's obviously not yet been accepted. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Question on added status values
Ruslan, OK. I'll check the syntax in RT_Config.pm. That should be correct, right? Kenn LBNL On 1/27/2010 12:25 AM, Ruslan Zakirov wrote: On Wed, Jan 27, 2010 at 2:03 AM, Ken Crocker kfcroc...@lbl.gov wrote: To list, We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did the same for our 3.8.7 version and I cannot see those values. Is there something else I have to do to make those values available? No, there is no additional steps required. Except server restart. Syntax for the config is slightly different. Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Question on added status values
To list, We are on RT 3.6.4 and testing 3.8.7. We added two ticket status values in 3.6.4 by modifying the RT_SiteConfig.pm file. It worked fine. I did the same for our 3.8.7 version and I cannot see those values. Is there something else I have to do to make those values available? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Could not set preferences
Joop, Will do. Thanks. Kenn LBNL On 1/13/2010 10:41 AM, Joop van de Wege wrote: Ken Crocker wrote: To list, I finally got 3.8.6 up in Linux. In testing it out, I found that when I made changes to the arrangement in my home page, nothing worked. I tried moving a few queries around from the left to right of the screen and top-down, to no avail. Also, when I tried to change my preferences in default Queue, I got an error message: Content could not be set to HASH(0xccb3218). Help anyone? Please upgrade to 3.8.7 of RT which fixes ATLEAST one showstopper bug in conjuction with Oracle. I'm almost sure that your problems will go away when you install rt-3.8.7 Regards, Joop ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Recommended method for autocreating users with Active Directory and Authen-ExternalAuth
LB, This would be REALLY help for me. I've been doing this one user at a time whenever I get some frre time (which isn't ofetn). I'd love a copy of your code. Thanks. Kenn LBNL On 1/14/2010 10:34 AM, L B wrote: I'm going to think about it, but the problem I see it that email addresses might not be unique (I mean we can have two AD accounts with the same email address). I have already done a script to mass-rename email addresses to AD logins, because we use AD authentication for a long time and we wanted to make the users use their AD login instead of their email address. This script is not linked to the plugin, but I think it might be useful for some admins. I can upload it on the wiki or maybe it can be part of an extras directory in the plugin package. I have to cleanup my code and make it generic, but it does the job, I already applied it successfully on many RT instances. Don't you think http://www.zanfur.com/rt3-contrib/AutoCreateFromExternalUserInfo/CurrentUser_Local.pm but using RT-Authen-ExternalAuth variables could do the on-the-fly job ? Maybe with some stuff to check duplicates etc... If you think it doesn't, can you or Mike point me into the good direction to (try to) develop it ? Thanks ! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Description of new privileges
To List, Now that I'm playing with our new test installation of 3.8.7, I have some questions about the new privileges. For all questions, assume ALL Users are Privileged: 1) When applying the ForwardMessage to a group of users, how is that different than using Reply? does it just forward the last messagge or all the history or what? Do they need ReplytoTicket and/or Watch or any other permissions to do this? 2) What's the difference between CreateDashboard and the other CreateXXXDashboard rights? 3) In fact, what are the interelationships between all the Dashboard rights in terms of needing one for the other? 4) What does SubscribeDashboard do and how does it relate to the other Dashboard rights? 5) If I do NOT apply ShowApprovalsTab to any Group of users, will it disappear from ALL screens except for a SuprUser? I may have more questions later, but info on these will help me a great deal right now. Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Recommended method for auto creating users with Active Directory and Authen-ExternalAuth
Gary,
Thanks. I'll look that over. We use LDAP as well, so this might make it
all easier. Thanks.
Kenn
LBNL
On 1/14/2010 12:17 PM, Gary Greene wrote:
Why bother with that, when you just need to change the attribute you're
using for the account name. Here's a sanitized version of my
RT_SiteConfig.pm
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a Perl module, so you can include valid
# Perl code, as well.
#
# The converse is also true, if this file isn't valid Perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this command:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
Set($rtname, 'minervanetworks.com');
Set($Organization, minervanetworks.com);
Set($Timezone, 'US/Pacific');
Set($WebPath, /rt3);
Set($WebPort, 443);
Set($WebDomain, 'rt.minervanetworks.com');
Set($WebBaseURL, 'https://' . RT-Config-Get('WebDomain') . ':' .
RT-Config-Get('WebPort'));
Set($WebURL, RT-Config-Get('WebBaseURL') . RT-Config-Get('WebPath') .
/);
Set($WebImagesURL, RT-Config-Get('WebPath') . /NoAuth/images/);
Set($WebImagesURL , $WebPath . /images/); # need this for below
Set($LogoURL, https://rt.minervanetworks.com/Home_Logo.jpg;);
Set($LogoLinkURL, 'https://www.minervanetworks.com/');
Set($LogoAltText, Minerva Networks);
Set($AutoLogoff, 30);
Set($EnableReminders,1);
Set($LogToSyslog, 'info');
Set($LogDir, '/var/log');
Set($LogToFileNamed, rt.log);
Set($LogToFile, 'info');
Set($NotifyActor, 1);
Set($OwnerEmail , 'x...@minervanetworks.com');
Set(@Plugins, qw(RT::Authen::ExternalAuth RT::FM));
Set($LDAPHost, 'HOSTNAME.DOMAIN.TLD');
Set($LDAPUser, 'cn=BINDUSER,dc=DOMAIN,dc=TLD');
Set($LDAPPassword, 'PASSWORD');
Set($LDAPBase, 'dc=minervanetworks,dc=com');
Set($LDAPFilter, '((objectClass=user))');
Set($LDAPMapping, {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip'= 'postalCode',
'Country'= 'co'
}
);
Set($LDAPGroupName,'Employees');
Set($LDAPUpdateUsers,1);
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set(
$ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'auth' = 1,
'info' = 1,
'server' = 'HOSTNAME.DOMAIN.TLD',
'user' = 'cn=BINDUSER,dc=DOMAIN,dc=TLD',
'pass' = 'PASSWORD',
'base' = 'dc=DOMAIN,dc=TLD',
'filter' = '(objectClass=*)',
'd_filter' = '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls' = 0,
'net_ldap_args' = [ version = 3 ],
'attr_match_list' = [ 'Name', 'EmailAddress', 'RealName' ],
'attr_map'= {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip'= 'postalCode',
'Country'= 'co'
}
}
}
);
1;
On 1/14/10 11:49 AM, Ken Crocker kfcroc...@lbl.gov wrote:
LB,
This would be REALLY help for me. I've been doing this one user at a
time whenever I get some frre time (which isn't ofetn). I'd love a copy
of your code. Thanks.
Kenn
LBNL
On 1/14/2010 10:34 AM, L B wrote:
I'm going to think about it, but the problem I see it that email
addresses might not be unique (I mean we can have two AD accounts with
the same email address).
I have already done a script to mass-rename email addresses to AD
logins, because we use AD authentication for a long time and we wanted
to make the users use their AD login instead of their email address.
This script is not linked to the plugin, but I think it might be
useful for some admins. I can upload it on the wiki or maybe it can be
part of an extras directory in the plugin package. I have to cleanup
my code
Re: [rt-users] Description of new privileges
Shawn, Thanks. We don't run any cron jobs, so I'll have to take a look at that process. I'm not very familiar with Dashboards anyway, but from what I've seen, it looks like a method to set up a query to run via the browser within a session based on some parameters (date/time?). I'm assuming one can set up recipients for that dashboard/query as well. If so, would those recipients need to have Subscribe in order to get the results via web? Kenn LBNL On 1/14/2010 12:57 PM, Shawn M Moore wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 1/14/10 3:45 PM, Ken Crocker wrote: 2) What's the difference between CreateDashboard and the other CreateXXXDashboard rights? CreateOwnDashboard, ModifyOwnDashboard, DeleteOwnDashboard, and SeeOwnDashboard lets the user operate on dashboards on a personal level. No one else can use these dashboards. CreateGroupDashboard, ModifyGroupDashboard, DeleteGroupDashboard, and SeeGroupDashboard are assigned to users on a group level. This lets the user operate on dashboards for that group. CreateDashboard, DeleteDashboard, ModifyDashboard, and SeeDashboard are assigned to users on a global level. This lets them operate on system-wide dashboards. In retrospect. these right names should have included the word System. 3) In fact, what are the interelationships between all the Dashboard rights in terms of needing one for the other? As far as I can remember, there are no hard-coded inter-relationships, except that you need to be able to see a dashboard to subscribe to it. Being able to see a dashboard will make modifying and deleting it easier, obviously. The Own/Group/System rights are completely distinct. 4) What does SubscribeDashboard do and how does it relate to the other Dashboard rights? Users can subscribe to dashboards to receive their results periodically via email. This is controlled in the Subscription tab of the given dashboard. This feature requires that you set up the rt-email-dashboards cronjob. Kenn LBNL Shawn -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (Darwin) iEYEARECAAYFAktPhS4ACgkQsxfQtHhyRPqT/wCgnYn62/ZXbhv2jvgMvBJFPUhS Tx4AoJC9q4Tbfwnxf+ewa30AAf5MxGtn =79qW -END PGP SIGNATURE- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Could not set preferences
To list, I finally got 3.8.6 up in Linux. In testing it out, I found that when I made changes to the arrangement in my home page, nothing worked. I tried moving a few queries around from the left to right of the screen and top-down, to no avail. Also, when I tried to change my preferences in default Queue, I got an error message: Content could not be set to HASH(0xccb3218). Help anyone? Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom field textarea too small
Matt,
I'm not sure if the same line numbers apply for 3.8.x, but this is what
we dod for 3.6.4:
#
# To modify the way certain Custom Fields are set up for entering data,
# the following code should be *added* after line #76 and before the
last return
# command in the directory /apps/rt/rt-[x.x.x]/local/html/Elements:
#
* *EditCustomField* -- Additional code after line #76*:*
*# Beginning of Override Code ===*
if ($Type eq Text) {
$Rows = 8;
$Cols = 50;
} elsif ($Type eq Wikitext) {
$Rows = 8;
$Cols = 50;
} elsif ($Type eq Select and $MaxValues == 1) {
$Rows = 1;
$Cols = 30;
}
*# End of Override Code*
This code allows the entry box to be much larger and easier to use.
I'm not sure if this is what you were referring to, but I hope it helps.
Kenn
LBNL
On 1/11/2010 11:25 PM, Emmanuel Lacour wrote:
On Mon, Jan 11, 2010 at 10:44:15PM -0700, Matt Adams wrote:
Folks:
I've created a custom field for a static description we'll use on some
of our project-related tickets. Unfortunately the textarea is so small
as to be almost useless.
Is there anything that can be easily done make this field more accessible?
You can modify share/html/Elements/EditCustomField (copy it in
local/html/Elements/ before) and change Cols (5) and Rows (15), but that
will be for all customfield of type textarea.
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Re: [rt-users] Group management in Queue creation
Diona, The ability to assign Group Rights for a Queue can be granted globally and on a Queue-by-Queue basis. I recommend the later. Are you wanting to grant that right to a collective group of user, like a managers group or to a specific individual? WE use the AdminCc role for this purpose. That way, one or more individuals in that role for /THAT/ queue, can grant access rights to /THAT /Queue. The right/privilege you want to grant is ModifyACL, ModifyQueueWatchers, and ShowACL. We grant other rights to these Queue Managers (Queue AdminCc) because they are also responsibile to make sure tickets are assigned and resolved, etc. but that's just our workflow. Hope this helps. Kenn LBNL On 1/8/2010 10:23 AM, Diona Kidd wrote: I need to delegate the ability to assign group permissions to a support manager group. Currently, when a support manager creates a queue, they are unable to assign group rights to the queue. I've look through the wiki and tried some permission settings but have been unable to grant this ability. Can someone tell me which right I need to give the support manager group in order to give this this ability? Thanks in advance, Diona ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Retain Cc and Bcc's for teh whole ticket thread.
Manohar, Essentially, if the CC'c and Bcc's are in the ticket as watchers, they will be retained and will have access (SeeOutgoingEmail) to the thread. RT has an option for making sure all CC's and Bcc's are retained on the ticket when it is created. However, that is a Global option. We found that to be a bit limiting, as some of our Queue Managers did not like this. So, we created a scrip that could be applied on a Queue-by-Queue basis that puts all initial CC's on a ticket and adds any non-redundant CC's as the ticket handles more mail. It is in the RT Wiki. You might want to look at it. I don't remember if we specifically addressed Bcc's, but you could use that code as a model and develop your own for this purpose. Hope this helps. Kenn LBNL On 1/4/2010 12:00 PM, Kevin Falcone wrote: On Thu, Dec 31, 2009 at 08:00:34PM +0530, H Manohar Rayker wrote: How do I retain the Cc and Bcc list for the entire thread from starting to end in RT? Add them from the People tab, rather than as one-time-cc one-time-bccs during a reply. I am using RT 3.8.4. Also there are some mail display formatting issues when sent the mails through Outlook (2k3 2k7) as they appear as attachment in the response mail received in my outlook program. Can this be solved by upgrading to 3.8.7 or is there any other fix for this? There are a number of fixes in 3.8.7 related to this, but there are also commits on 3.8-trunk that won't be released until 3.8.8 -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Exporting tickets for management viewing
Tyler, Have you thought of using SQL against the DataBase to create a report or file? We have found RT Query to be incomplete for getting some data, but that data is available with SQL. Is that something you considered? Kenn LBNL On 1/5/2010 2:35 AM, Raed El-Hames wrote: I might be wrong , but the forward function will only forward a particular reply or comment .. As I understand it what you need is a report on a ticket(s) including ticket status etc, if this is the case, there is nothing to do this within RT by default; however its fairly easy to do in a perl script using the RT api. I have done few of those in the past if you need to, I can dig one up and mail you. Regards; Roy Tyler Hall wrote: William - I am assuming that you want the contents of the replies and comments to go to the men upstairs. You are correct. I'll upgrade and see if that will meet my needs. Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT not sending e-mails to Requestors upon Ticket creation
Jeff, Could be a lot of things. Do you get any error message at all? Have you tried re-creating this in a test environment with your config set to Development (*Set($DevelMode, '1');)? *This would greatly enhance our chance to debugg the problem. Hope this helps. Kenn LBNL On 1/6/2010 10:27 AM, Jeff Ilgen wrote: (My apologies if this is a duplicate post. I wasn't sure if it got posted.) Hello all, I'm experiencing a problem with RT not sending e-mails to Requestors when a Ticket is created. RT does send e-mails to Cc's and AdminCc's upon the same ticket creations. When I create a ticket, I don't see entries in /var/log/maillog as I see when e-mails are sent to Cc's and AdminCc's which seems to indicate that RT is not even attempting to send e-mails to Requestors. I haven't changed the default Global Scrips, particularly, On Create Autoreply To Requestors. Is there some other configuration file or setting other than RT_SiteConfig.pm and the Global Scrips that might effect e-mails to Requestors? Has anyone seen this behavior in the past?(I've checked on the Googles with no luck.) I'm running RT 3.8.4 on RedHat EL 5 with Apache 2.2.3 and sendmail 8.13.8-2.el5. I'm also smart hosting e-mails to another mail server via sendmail. Contents of RT_SiteConfig.pm below: # Any configuration directives you include here will override # RT's default configuration file, RT_Config.pm # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # This file is actually a perl module, so you can include valid # perl code, as well. # # The converse is also true, if this file isn't valid perl, you're # going to run into trouble. To check your SiteConfig file, use # this comamnd: # # perl -c /path/to/your/etc/RT_SiteConfig.pm #Set( $rtname, '172.21.191.50'); #Set( $rtname, '192.168.183.50'); Set( $rtname, 'site.com'); Set( $WebPath, '/rt' ); Set($DatabasePassword , 'password'); Set($DatabaseUser, 'rt_user'); # Size is expressed in bytes - 50MB Set($MaxAttachmentSize, '5000'); 1; ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] limit ticket owners dropdown box by group memberships
Kenneth, You have probably granted the OwnTicket right to either Everyone or Privileged at either the Global level or Queue level or both. I'd remove it from the Global level, then from all Queues and then grant that right to specific user-defined groups for the queues those groups are responsible for. Kenn LBNL On 12/21/2009 1:38 PM, Kenneth Marshall wrote: Does anyone have a recipe to restrict the ticket Owner dropdown box to the members in a group? By default, it looks like all privileged users are in the dropdown and for the queues in question, only members of a particular group can own tickets so just seeing the pre-trimmed list would really help. Of course, I could be missing an obvious reason why that would not work. Cheers, Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Add condition in template
Samir, Have you looked at the examples in the Essentials book? Kenn LBNL On 12/22/2009 12:50 AM, samir marhoum wrote: Hi, Any one can help ? 2009/12/16 samir marhoum samir.marh...@gmail.com mailto:samir.marh...@gmail.com Hi, I need to send email notification based on a custum field value, ie if a CF value is X send email to j...@mail.com mailto:j...@mail.com if it's Y send to pe...@company.org mailto:pe...@company.org Can you please help me on this ? Best Regards. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Field values are being deleted on ticket modification
Luis, Then I am confused. If you have installed RT and are simply trying to set values for some Custom Fields before the customer uses RT, then why not simply use the Bulk Update feature? If you can identify the tickets in any way, that would be the way I would do it. I had a customer that added 1700 tickets 'en masse. What he did was put bulk-specific info in the Subject field that allowed us to identify the records we wanted to bulk update with certain CF values. It took a little time, but worked like a charm. Sorry that's all the help I can provide. Kenn LBNL On 12/17/2009 5:50 AM, Luis E. Muñoz wrote: On Wed, 2009-12-16 at 09:12 -0800, Ken Crocker wrote: I had trouble awhile back with Custom Field values not being set at all during the execution of a scrip, while all other changes took place correctly. The cause turned out to be that I had set the stage in the scrips to TransactionCreate instead of TransactionBatch. Try that. Remember, you have to turn on TransactionBatch in your RT_SiteConfiguration.pm file and bounce your session. Hi Ken, thanks for your suggestion. I did see your messages when researching the archives before submitting my question. However, I'm not sure how to apply this to my scenario. The snippet I posted is not running as part of a scrip; This is a stand alone script to be run right after a fresh install of RT, to bring it to the desired configuration for the customer. As such, I don't see where a transaction might come in... Any enlightenment is appreciated :-) Best regards. -lem ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] why are Notify actions setting the recipients in prepare rather than commit?
Mathieu, You are correct. Set your recipients template in Prepare. Make sure you put a return 1; in the Cleanup Action. Kenn LBNL On 12/17/2009 11:28 AM, Mathieu Longtin wrote: I'm trying to have a scrip that will get the recipients of a ticket from another source, at creation time. If I assign the recipients in the action section of the scrip, they don't receive any email, because the notify action gathers the recipient during prepare. Should I set the recipients in the prepare section and have the action do nothing? Thanks -- Mathieu Longtin 1-514-803-8977 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help
Machiel, Are you allowing customers to create ticket via Email? What rights have you set Globally? Are you actually allowing the customer to assign the ticket to someone? How do they know who does the work? What does your workflow look like? Do you have support groups that do the work on certain types of tickets (in other words, do you have Queues designated for specific types of tickets/customers?). What rights have you set for those Queues? These are just a few of the questions the need answers before I can help. Kenn LBNL On 12/17/2009 10:36 PM, machiel.richards wrote: Hi all I am struggling with RT rights. We service multiple customers and so I want to create a user for each customer so that they can log into the RT system and log issues and assign accordingly. I created a test user with minimal access which are able to create tickets, however the user have access to search for tickets which then displays tickets logged by other customers as well. How can I limit the user to either not search but still have access to their own ticket or otherwise only search for their tickets. Regards Machiel ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Add condition in template
Samir,
I do something similar to that. Based on the value of a (ticket) Custom
Field, I assign a ticket owner. This is the code I use:
#
# Custom action preparation code:
#
#
# set new values for Due Date from CF Need-by-Date
#
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_date = $ticket-FirstCustomFieldValue('Need-By Date');
# split up the date parts into a temporary array
my @parts = split(/[\/-]/, $cf_date);
# put date parts back together
my $new_date = sprintf(%d-%d-%d, $parts[2], $parts[0], $parts[1]);
# format new date based on RT
my $duedate = RT::Date-new($RT::SystemUser);
$duedate-Set(Format='unknown', Value=$new_date);
#
# set new ticket owner id value
#
#42 - Chuck
# 148 - UK
# 5125 - Aurora
# 9324 - Steve
# 73886 - Ron
#
my %orgs = qw(
Budget-Direct 148
Budget-Indirect 148
Controller-AP 5125
Controller-AR 73886
Controller-GA 148
Controller-PR 42
Facilities 42
Field OPS 42
OCFO-Other 42
Procurement 9324
Property9324
SPO 73886
Travel 5125
Other 42
);
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = CFO-Org);
return 0 unless $cf-id;
my $cfvalue = $ticket-FirstCustomFieldValue('CFO-Org');
my $ownerid = $orgs{$cfvalue};
# set Ticket Due date Owner ID
$ticket-SetDue($duedate-ISO);
$ticket-SetOwner($ownerid);
return 1;
#
# Custom action cleanup code:
#
return 1;
Obviously, you would not need the due Date code. Perhaps you can
modify this to serve your needs.
Kenn
LBNL
On 12/17/2009 11:49 PM, samir marhoum wrote:
Can any one help please ?
2009/12/16 samir marhoum samir.marh...@gmail.com
mailto:samir.marh...@gmail.com
Hi,
I need to send email notification based on a custum field value,
ie if a CF value is X send email to j...@mail.com
mailto:j...@mail.com if it's Y send to pe...@company.org
mailto:pe...@company.org
Can you please help me on this ?
Best Regards.
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Re: [rt-users] 3.8.6 install problem/question
Kevin, Thaks. I'll check it out. Kenn LBNL On 12/18/2009 1:37 PM, Kevin Falcone wrote: On Fri, Dec 18, 2009 at 01:14:27PM -0800, Ken Crocker wrote: I'm in the middle of installing 3.8.6 on a Linux environment. Based on what I read from the README, I didn't think I needed to install QuickDelete or ICal and that installing RT::Calendar would take care of all my basic Calendar needs. This doesn't seem to be the case. During the make upgrade process (to upgrade my Oracle DataBase), I ran into errors that said it couldn't find any of those files. So I downloaded and installed QuickCreate ICal. No problem. Continuing with the :make upgrade for my DataBase I then get this: Go find your @Plugins line in RT_SiteConfig.pm and remove the modules that you have not installed. No plugins ship with RT If you did not install it into /opt/rt3/rt-3.8.6/local/plugins then you cannot enable it -kevin Proceed [y/N]:y Processing 3.7.1 [Fri Dec 18 20:52:27 2009] [crit]: Can't locate RT/FM.pm in @INC (@INC contains: /opt/rt3/rt-3.8.6/sbin/../local/lib /opt/rt3/rt-3.8.6/sbin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /opt/rt3/rt-3.8.6/sbin/../lib/RT.pm line 627, STDIN line 4. (/opt/rt3/rt-3.8.6/sbin/../lib/RT.pm:377) Can't locate RT/FM.pm in @INC (@INC contains: /opt/rt3/rt-3.8.6/sbin/../local/lib /opt/rt3/rt-3.8.6/sbin/../lib /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /opt/rt3/rt-3.8.6/sbin/../lib/RT.pm line 627, STDIN line 4. [...@redsea rt3]$ [...@redsea rt3]$ find /opt/rt3 -name FM.pm [...@redsea rt3]$ find /usr/lib/perl5 -name FM.pm What is FM? Why is it not part of the general 3.8.6 install? I was under the impression that anything in RT that was NOT part of an option/plugin would be part of the basic make install process for 3.8.6. Also, somewhere in the process, I may even have the directories wrong. I thought that my basic pathway was supposed to be /opt/rt3/rt-x.x.x. All install software (tar and otherwise) in something else (like /opt/rt3/src) and run all the installs from there. Is that correct? SO, now my three basic questions are: 1) where (directory path) am I supposed to run installs from? 2) Where is everything supposed to e installed INTO? 3) What modules do I have to install OTHER than the basic 3.8.6 install in order to actually run 3.8.6 without any other extensions? Help here would be extremely appreciated. Thank you in advance. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] scrip for updating ticket info
Juan We re-set the owner of a ticket when it moves to another Queue. This is what we use: Condition: On Queue Change # # Custom action preparation code: # return 1; # # Custom action cleanup code: # # set new Ticket Owner value my $ticket = $self-TicketObj; $ticket-SetOwner(10, 'Force'); return 1; Just modify it to change the ticket fields you want change and that should do it. Hope this helps. Kenn LBNL On 12/16/2009 6:45 AM, Juan N. DLC wrote: Hi, Is it possible to have a scrip to modify the due date priority of a ticket each time is moved from queue to queue? Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Field values are being deleted on ticket modification
Luis,
I had trouble awhile back with Custom Field values not being set at all
during the execution of a scrip, while all other changes took place
correctly. The cause turned out to be that I had set the stage in the
scrips to TransactionCreate instead of TransactionBatch. Try that.
Remember, you have to turn on TransactionBatch in your
RT_SiteConfiguration.pm file and bounce your session.
Kenn
LBNL
On 12/16/2009 6:38 AM, Luis E. Muñoz wrote:
Hi there,
I am working on a customization script that should issue a number of
configuration changes in a vainilla RT 3.6.7 as shipped with Debian
Lenny.
The snippet below should create 4 custom fields that would apply to the
General queue, and add a couple of test values to them:
#!/usr/bin/perl
use lib '/usr/share/request-tracker3.6/lib';
use strict; use warnings; use RT; use RT::User; use RT::Queue;
use RT::Template;
RT::LoadConfig;
RT::Init;
for my $d ( [ Field1 = 'My Field 1', { One = 'Value One',
Two = 'Value Two', }],
[ Field2 = 'My Field 2', { One = 'Value One',
Two = 'Value Two', }],
[ Field3 = 'My Field 3', { One = 'Value One',
Two = 'Value Two', }],
[ Field4 = 'My Field 4', { One = 'Value One',
Two = 'Value Two', }],)
{
my $cf = new RT::CustomField ( $RT::SystemUser );
my ($id, $msg) = $cf-Create(
Name = $d-[0],
Description = $d-[1],
Type = 'Combobox',
LookupType = 'RT::Queue-RT::Ticket',
Pattern = '(?#Mandatory).',
);
print 'Cannot create CF ' . $d-[0] . : $msg\n unless $id;
my $order = 0;
for my $val (sort keys %{$d-[2]})
{
my ($d, $msg) = $cf-AddValue(Name = $d-[2]-{$val},
Description = $d-[2]-{$val},
SortOrder = $order);
print Value $val: $msg \n;
$order += 5;
}
for my $queue (qw/General/)
{
my $q = RT::Queue-new($RT::SystemUser);
$q-Load($queue);
my ($id, $msg) = $cf-AddToObject($q);
print Can't link CF to queue $queue: $msg\n unless $id;
}
}
After the script is run, I can see the fields through Configuration
Custom Fields, with the intended values. When I try to create a ticket
in the General queue, the corresponding combo boxes are populated with
the expected values. So far so good.
When the ticket is created, the CF values are stored along with the
ticket and I can see them in the display.
Whenever I try to change the ticket (say, modify the value of a CF), the
following messages are displayed in my browser before the Basic form:
* Value Two added as a value for Field1
* Value Two is no longer a value for custom field Field2
* Value Two is no longer a value for custom field Field3
* Value One is no longer a value for custom field Field4
The ticket losses the CF values... This is what the logs say.
Dec 16 05:06:33 rt RT: Ticket 1 created in queue 'General' by root
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:756)#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#27#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #27#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #27#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#28#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #28#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #28#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#29#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #29#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #29#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#30#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #30#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #30#012
After reading through the source, I have been unable to find what am I
missing in my code. Can someone point me in the right direction?
Thanks and best regards.
-lem
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Re: [rt-users] scrip for updating ticket info
Juan,
I don't understand your question. Edit what? If you have the data you
want to put into the ticket (and I assume you do or you can get it) then
just put the data into the filed the ticket uses, like this:
## Turns into -mm-dd format for date conversion by RT::Date
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_date = $ticket-FirstCustomFieldValue('Need-By Date');
# split up the date parts into a temporary array
my @parts = split(/[\/-]/, $cf_date);
# put date parts back together
my $date = sprintf(%d-%d-%d, $parts[2], $parts[0], $parts[1]);
my $duedate = RT::Date-new($RT::SystemUser);
$duedate-Set(Format='unknown', Value=$date);
$ticket-SetDue($duedate-ISO);
The above sets the due date with the date I got from a custom field
called Need-By Date. Just put in your data field.
$ticket-SetPriority(1);
The above sets the ticket priority to 1. You can set it to what you want.
I really don't what your data is or where it's coming from so I can't
tell you any more.
Hope this helps.
Kenn
LBNL
On 12/16/2009 10:46 AM, Juan N. DLC wrote:
Thanks guys!
Ken,
I'm not that expert creating scrips, but I do understand the scrip
below but I don't know how to edit it to set the values that I need.
How to I get the values from the queue moving to and apply it to the
ticket.
Thanks
On Wed, Dec 16, 2009 at 1:08 PM, Ken Crocker kfcroc...@lbl.gov
mailto:kfcroc...@lbl.gov wrote:
Juan
We re-set the owner of a ticket when it moves to another Queue.
This is what we use:
Condition: On Queue Change
#
# Custom action preparation code:
#
return 1;
#
# Custom action cleanup code:
#
# set new Ticket Owner value
my $ticket = $self-TicketObj;
$ticket-SetOwner(10, 'Force');
return 1;
Just modify it to change the ticket fields you want change and
that should do it.
Hope this helps.
Kenn
LBNL
On 12/16/2009 6:45 AM, Juan N. DLC wrote:
Hi,
Is it possible to have a scrip to modify the due date priority
of a ticket each time is moved from queue to queue?
Thanks
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Re: [rt-users] ACL-Restrict access to Display Ticket Content
Behzad, Two questions: 1) Are there any differences between your Global settings and the Queue settings in question? 2) I'm not sure if you are talking about the Show Results letting users see the Queue or if you are talking about seeing a Queue in the drop-down for Creating a Ticket. If the the first, where do you give the right ShowSavedSearch? Kenn LBNL On 12/10/2009 3:48 PM, Behzad Mahini wrote: Is there a way to restrict access for users such that they could see a Queue (as shown in the Quick search), as well as a listing of the Tickets corresponding to that Queue (Show Results -- Results.html page)? However, no further details contents about a ticket (i.e., no Ticket metatdata) to be provided once a Ticket is selected from the Results.html or Simple.html page. ShowTicket privilege is the one that messes me up. (RT 3.8.4) I tried different ACL combinations (for Queue X), and none worked. Presently, I have the following ACL's for Queue X: Everyone: CommentOnTicket CreateTicket ReplyToTicket SeeQueue Unprivileged - Privileged - User Defined Group: Grp-xyz I started from nothing, and experimented by one-by-one adding the following privileges (as soon as I add ShowTicket, it defeats what I am after, and without ShowTicket the Queue does not appear for the user): ModifyTicket OwnTicket ShowTicket ShowTicketCommenst Watch WatchAsAdminCc Thanks, Behzad ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] scrip not working after upgrade
Nicolas,
Try this:
# Custom Condition
#
my $trans = $self-TransactionObj;
return ($trans-Type eq Status
$trans-NewValue eq rejected);
Kenn
LBNL
On 12/11/2009 1:47 AM, Nicolas GUIOT wrote:
Hi everyone,
I'm upgrading from 3.6.1 to 3.8.6, and having (until now) just a last bug :
I had a scrip that was doing the following : if a ticket has been rejected,
then email the user so that he knows about it.
This was made like this :
Condition : On Status Change
Action : Notify requestor, CCs, and AdminCCs
Template : GlobalTemplate : Reject
Stage : Transaction Create
Custon Condition :
if ( $Ticket-Status eq rejected) { return 1; }
return 0;
So, this works perfectly in the old setup (3.6.1).
But in 3.8.6, every time the status of the ticket changes (open, solved,
closed, etc...), the Requestor receives a ticket rejected notice.
Has anything changed between the 2 versions ? Did I miss something else ?
Thanks in advance for your help
Nicolas
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Re: [rt-users] missing peoples problem
Jerrad, I suspect that the ticket history for any tickets with these users as requestors will error out. This has happened to me before. I can show you how to fix it, but I will need some info. First, get the UserID for each of these missing Requestors. Once we have those, we will have to run a series of SQL commands to find out just who is missing and what tickets are affected, including closed tickets. I hope you are familiar with SQL. What Database are you using? We're on Oracle, but the sequence of events should still be the same. Kenn LBNL On 12/8/2009 1:34 PM, Jerrad Pierce wrote: Shredder overzealously wiped some information a few months back when I was cleaning out spam, and I'm just now discovering a very odd problem. I have a ticket whose requestor was in an odd state. Search results and the ticket display page showed no requestor, but the people page listed the requestor correctly. I removed the requestor in the hopes that adding him back would fix things, but this requestor does not show up when I search for him by name, email or id. I tried creating another user to use as the requestor, but this user also does not show up when searching, althouh plenty of other valid matches do. I've since gone back, found the removed entries from Principals (Cached)GroupMembers to no avail. Any ideas what might be wrong and how to fix it? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] More About Permissions
Jason, Have you considered creating a Ticket Custom Field that is updated with the phone number when the ticket is created? That way, a User can be given the SeeCustomField right as part of the Privileged group and they won't be able to change tickets or anything. Kenn LBNL On 12/8/2009 2:00 PM, Jason Ledford wrote: I am trying to configure a new RT install and trying to find all the info I can, this part is eluding me though. I want me privledged users to be able to open a ticket, and click the more about username link so they can get info like phone numbers and such. It seems like the only way I can enable those permissions is to enable global rights for AdminUsers and ShowConfigTab. I don't really want all these users to be able to modify users and I don't want them to see the config tab. What I am I missing for enabling these permissions, or is there another way to get what I want, maybe create a local version of the /ticket/display.html page that removes that restriction? Thanks for your help ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] missing peoples problem
Jerrad,
It looks to me as though the actual User record is missing from the USER
Table. The reason the history croaks is because RT is walking thru the
ticket history and there is a reference to a UserID that no longer
exists. You need to look at the Transaction history to determine what is
missing. This is what I have been doing:
1) Find all transactions for a ticket that might refer to a User. I use
this SQL:
Select *
from TRANSACTIONS
where OBJECTTYPE = 'RT::Ticket'
and Type in ('AddWatcher', 'DelWatcher', 'Force', 'Give', 'Steal',
'Take', 'Untake');
Select *
from TRANSACTIONS
where OBJECTTYPE = 'RT::Ticket'
and CREATOR in (61876);
This will allow you to determine the UserID that is missing. Then I look
for all instances for that User:
Select *
from TRANSACTIONS
where OBJECTTYPE = 'RT::Ticket'
and Type in ('AddWatcher', 'DelWatcher', 'Force', 'Give', 'Steal',
'Take', 'Untake')
and NewValue in ('61876'); I also use this with NewValue as well.
Once you do this for all missing Users, you will have a list of who is
missing.
2) Next, I check all the various Tables that could have references to
the missing UserID:
Select *
from GROUPMEMBERS
where MEMBERID in (61876);
Select *
from ACL
Where ObjectType = 'RT::Queue'
and PRINCIPALID in (61876);
select *
from CACHEDGROUPMEMBERS
where MEMBERID in (61876, 61877);
Select *
from ATTRIBUTES
where CREATOR in (61876)
or OBJECTID in (61876);
Select *
from TICKETS
where OWNER in (61876)
or CREATOR in (61876)
or LASTUPDATEDBY in (61876);
Select *
from ATTACHMENTS
where CREATOR in (161876);
For referencing purposes, I also look for every ticket where that User
was used:
Select *
from GROUPS
where INSTANCE = 61876;
This last SQL will give an Id number based on the type of group/role.
There will be a Group record for each instance of use per ticket. If
that User is a Requestor and an owner, there will be 2 records one with
type = Requestor and one with type = owner.. Each will point to the
ticket with that particular relationship. The Domain field will describe
the relationship ie. RT::Ticket-Role.
Anyway, I think you get the jist of this. Once you do this for each and
every missing User, you will be able to /manually modify/ these records
using SQL. This is how:
1. Create a new user that will be, in fact, a replacement for the
missing one.
2. Once you have created the new user, you will have a new UserID
that corresponds to this new User.
3. That new UserID is what you put into all those table records that
are using the OLD UserID.
This has to be done manually because the old UserID is missing. So, you
have to replace all the references to that OLD ID with the NEW ID. Does
that make sense?
Kenn
LBNL
On 12/8/2009 2:22 PM, Jerrad Pierce wrote:
I suspect that the ticket history for any tickets with these users as
requestors will error out. This has happened to me before. I can show you
how to fix it, but I will need some info.
Nope, we actually have several tickets in that state, where part way through
the display of transaction history RT croaks. This ticket displays fine, though
it (now) has no requestor, and I cannot find the requestor via the search
form on the modify people page, nor the admin user search form. However the
original requesting user exists, and can be loaded in the modify user page if
the correct id is specified in the URL, or via Shredder's search results.
First, get the UserID for each of these missing Requestors. Once we have
those, we will have to run a series of SQL commands to find out just who is
missing and what tickets are affected, including closed tickets. I hope you
are familiar with SQL. What Database are you using? We're on Oracle,
but the sequence of events should still be the same.
It might be worth posting this Shredder recovery as a how-to to the wiki.
Additional details: mysqlcheck reports no errors, and there is nothing of
consequence in the logs. We recently upgraded from 3.8.1 to 3.8.6, and
I did perform the database upgrades. I'm not sure if the problem existed
before the switch, but it seems doubtful given the frequency of the activity
(spreadsheet dumping) that lead me to uncover this.
None of our local customizations seem likely candidates to be interfering
with this, especially on such a limited basis:
local/lib/RT/Transaction_Local.pm -- recognize VCF is text
local/lib/RT/CustomFields_Local.pm -- simplified code, switch sort order
local/lib/RT/Interface/Email/Filter/SpamAssassin.pm
local/lib/RT/Interface/Email_Local.pm -- tag parser with Q in ticket ID
local/lib/RT/Interface/Web_Local.pm -- long life cookies
local/lib/RT/Shredder/Plugin/Users.pm -- search on other fields: real, name
local/lib/RT/Shredder/Plugin/Attachments.pm -- minimum file size
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Re: [rt-users] requestors filling up the owner dropdownbox
SB, Sounds like there is a Privilege setting that is doing one or more of the following: Globally defaulting a requestor as the ticket owner Granting a variety of these Privileges ( ModifyTicket, OwnTicket, TakeTicket) to WAY more users than you want, either globally or in a queue to all privileged users, etc. Stuff like that. If a User can Take/Own a ticket, then they are possible selections as a ticket owner. Hope this helps. Kenn LBNL On 12/7/2009 12:26 PM, SB wrote: Hi, I just started using RT 3.8.6 and i noticed that my ticket owner dropdown box is clogging up I expected only the staff members to be in that list but now every customer dat creates a ticket ends up in this list How do i stop that from happening ? How do i clean that mess up? Thanks Leon Berkers ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, Suffer me this and try putting the person you want as AdminCc in the PC Support group OR allow the Net Support group to have the same rights as the PC Support group for that queue. Then try setting the AdminCc. My reasoning is that if the role AdminCc has rights to a queue and you are assigning the role AdminCc to a person that does not have the particular rights as AdminCc in that queue, it will not accept the assignment. Just try it and let me know. Kenn LBNL On 12/3/2009 4:13 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov said: Is the person you are trying to set as AdminCc also in the PC Support group? No, they are a member of the Net Support group, but they do have Watch and WatchAsAdminCC in the PC Support queue. What rights are set for Privileged users in the Net Support group? I'm not sure I understand...anyone I've told RT Let this user be granted rights to is a Privileged user, correct? So telling RT to give Watch and WatchAsAdminCC to Privileged users should apply to all who have that box checked, regardless of the group they're a member of. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, Also, try granting ReplytoTicket for all privileged either Globally or in that queue. Kenn LBNL On 12/3/2009 4:13 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov said: Is the person you are trying to set as AdminCc also in the PC Support group? No, they are a member of the Net Support group, but they do have Watch and WatchAsAdminCC in the PC Support queue. What rights are set for Privileged users in the Net Support group? I'm not sure I understand...anyone I've told RT Let this user be granted rights to is a Privileged user, correct? So telling RT to give Watch and WatchAsAdminCC to Privileged users should apply to all who have that box checked, regardless of the group they're a member of. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Kevin, Yea. You're right. I've never had to deal with this because we really do not use AdminCc at the ticket level. We set up all our AdminCc's at the Queue watcher level and that way a simple scrip will take care of notifications and we can handle all the privileges with the role at queue level. In fact, I modified our ticket create screen to /remove/ the AdminCc box. We just don't want to deal with it that way. Oh well. Sorry Nick, that I couldn't help you. Kenn LBNL On 12/4/2009 9:29 AM, Kevin Falcone wrote: On Thu, Dec 03, 2009 at 11:58:18AM -0800, Nick Kartsioukas wrote: I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around this? The code is rather explicit about this. If you're creating a ticket and try to add an AdminCc it either wants your user to have ModifyTicket or for you to be adding yourself and for you to have WatchAsAdminCc. If you care to look in the code, see Ticket_Overlay.pm's Create method, the loop at 534 and then the contents of the AddWatcher method. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. As to changing/setting the AdminCc once the ticket is created, that's strictly a ModifyTicket right. There are a couple things you can do to a ticket /without/ that right, which are Make/Show Comments and Reply/See Email correspondence. Another thing you can do is if you know who will be a regular AdminCc on a Queue by queue basis, set the Queue AdminCc Watcher to that person and then set the Queue Group Right for the AdminCc /role/ to allow ModifyTicket. Hope this helps. Kenn LBNL On 12/3/2009 11:58 AM, Nick Kartsioukas wrote: I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around this? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Kenn LBNL On 12/3/2009 1:27 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 12:52:06 -0800, Ken Crocker kfcroc...@lbl.gov said: Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. Yep, I am setting the AdminCC on the ticket creation page via the web interface. It appears that RT treats setting the AdminCC as a separate transaction from the ticket creation, so it creates the ticket, then attempts to apply the AdminCC value, and that's where it fails (as after the ticket is created, I don't have the ModifyTicket right). Privileged user with: CreateTicket, CommentOnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments on the queue in question. I wish ModifyTicket was split up, it encompasses quite a lot of operations... ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, I was just thinking that we are looking at the wrong cause. I have MANY users that are allowed to create tickets in a queue and NOT allowed to modify those tickets, yet, they are able to create a ticket with an AdminCc with no problems. I'm wondering if, perhaps, we should look at what rights have been granted to those users that are being listed as the ticket's AdminCc. Are they in a group we can look at? if not, we have to look at each user. Kenn LBNL On 12/3/2009 2:20 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 14:10:32 -0800, Ken Crocker kfcroc...@lbl.gov said: I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Yep, but since I don't have ownership rights in all queues, I would have to create it in a queue in which I could own it, set myself as the owner when I create it, then move the ticket to the other queue...quite a round-about way to do it. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Nope, we don't have any AdminCCs set at the queue level. Sometimes staff here have an interest in a case and want to follow the comments on it, so the ticket creator would add them when creating the ticket. We only want ModifyTicket to be granted to the owner, so someone else doesn't accidentally close or move a ticket that's not theirs (have to steal it, then perform the action...a two-step process that should prevent such errors, especially if someone starts clicking things they don't understand on the Bulk Update screen). ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User Rights
Robert, For that particular Queue, I would: 1) Grant CreateTicket to Everyone or Privileged, as you prefer. 2) Grant ShowQueue to Everyone or Privileged, as you prefer. 3) Grant ShowTicket to the role Requestor. 4) Grant ShowTicket and any other rights you want to the role AdminCc. That should do it. Kenn LBNL On 12/2/2009 9:54 AM, Robert Nesius wrote: I've been struggling to find the right combination of access control settings for a queue that will result in the following: * Users can submit tickets, and can see their own tickets. * Users cannot see other people's tickets. * Admins can see all tickets. The part I'm struggling with is that I can' find away to allow the queue to be visible in the drop-down box for the create a ticket interface without seemingly allowing all of the tickets in the queue to be visible. It strikes me I might be going against the grain of RT's design again, which means I should probably ask some for some experts to weigh in. Thanks so much, -Rob ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Users with minimal rights now have full rights - why?
John, Unless you only have a few users, I /strongly/ recommend granting privileges to groups, not to individual users. This will make rights maintenance much easier in the future. When a new person needs the same rights as others in a group, you merely add them to that group instead of adding each right time after time after time. Kenn LBNL On 11/29/2009 3:20 PM, John David Chapman wrote: OK, Lets take this step by step. I’m John Chapman, and my Customer is Joe Bloggs. So…. I log in using my superuser account “John Chapman”. I goto ConfigurationGlobalUser Rights, and see that “Joe Bloggs” rights are only set to “create ticket” and “commentonticket”. Good. That’s what I want. BUT when I log into Joe Bloggs account he can do everything just like he is a superuser. I don’t want Joe Bloggs to be able to do that :-( ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] FW: Problem with Ticket display page
Ashish, What did you set your wrap configuration to? Kenn LBNL On 11/25/2009 3:07 AM, Potla, Ashish Bassaliel wrote: I tried to send a screen shot but it was too big.. I will try to explain my problem: Inside the message body I keep seeing horizontal /vertical scroll bars. Why is this happening? Thank you, -Ashish *From:* Potla, Ashish Bassaliel *Sent:* Wednesday, November 25, 2009 2:57 AM *To:* 'rt-us...@bestpractical.com' *Subject:* Problem with Ticket display page Hello again, Please have a look at this below display page for a ticket. Notice the horizontal scroll bar appearing inside the ticket display? This happens for Firefox on Unix and Firefox and Safari on MacOS. Why is it displaying so? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking changes to queue structure
Gordon, That's where the comment comes in. Kenn LBNL On 11/23/2009 3:35 PM, gor...@cryologic.com wrote: Thanks Ken, I use this feature for some fields but others require information specific to a ticket (eg description of product design change). Also, reviewers of historical tickets can still ask the question: why wasn't the field filled in when the ticket was active? Gordon Ken Crocker wrote: Gordon, RT has a Bulk Update feature which would allow you to add whatever value to specific Custom Fields on tickets in specific Queues as well as add comments to specific tickets in a queue. By specific, I mean whatever criteria you use for selecting the ticket you want to update. Kenn LBNL On 11/23/2009 3:01 PM, gor...@cryologic.com wrote: RT provides an excellent history log of all activities relating to a ticket. This provides an unchangeable record which auditors love when reviewing tickets. However we occasionally make changes to a queue such as adding a new custom field. This does not get filled in for historical tickets (too many) only new ones. When reviewing the old tickets auditors ask why the fields were not filled in correctly. We handle this by keeping a separate log of changes we make to queues and when they were made. My question is: does anyone else keep track of the changes they make to queues, and if so, how do you do it? Is there any way to do this within RT - I would love to do so but have no idea where to begin. thanks Gordon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error on SetDue
Tony,
We have a Custom Field called Need-By Date that we have the customer
fill out and we use that to set the Due Date of the ticket when they
create a ticket. It overrides the default due date timing set up for the
queue. This is the code we use:
#
# set new values for Due Date from CF Need-by-Date
#
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_date = $ticket-FirstCustomFieldValue('Need-By Date');
# split up the date parts into a temporary array
my @parts = split(/[\/-]/, $cf_date);
# put date parts back together
my $new_date = sprintf(%d-%d-%d, $parts[2], $parts[0], $parts[1]);
# format new date based on RT
my $duedate = RT::Date-new($RT::SystemUser);
$duedate-Set(Format='unknown', Value=$new_date);
$ticket-SetDue($duedate-ISO);
return 1;
This works every time for us. Hope it helps.
Kenn
LBNL
On 11/23/2009 2:20 AM, TONY JOHN - ERS, HCL Tech wrote:
Hi,
Please find below the Custom action clean up code for Seting DueDate
based on a condition:
use strict;
use warnings;
my $date1=$self-TicketObj-FirstCustomFieldValue('CI Valid Till');
my $date2=$self-TicketObj-FirstCustomFieldValue('Date In Gabriel');
my($mm1,$dd1,$1) = split /\//, $date1;
my($mm2,$dd2,$2) = split /\//, $date2;
my $duedate = $1.-.$mm1.-.$dd1. 00:00:00;
$self-TicketObj-SetDue( $duedate-ISO);
return 1;
Why is that the SetDue isnt working? Any help?
Regards,
Tony John
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Re: [rt-users] Tracking changes to queue structure
Gordon, RT has a Bulk Update feature which would allow you to add whatever value to specific Custom Fields on tickets in specific Queues as well as add comments to specific tickets in a queue. By specific, I mean whatever criteria you use for selecting the ticket you want to update. Kenn LBNL On 11/23/2009 3:01 PM, gor...@cryologic.com wrote: RT provides an excellent history log of all activities relating to a ticket. This provides an unchangeable record which auditors love when reviewing tickets. However we occasionally make changes to a queue such as adding a new custom field. This does not get filled in for historical tickets (too many) only new ones. When reviewing the old tickets auditors ask why the fields were not filled in correctly. We handle this by keeping a separate log of changes we make to queues and when they were made. My question is: does anyone else keep track of the changes they make to queues, and if so, how do you do it? Is there any way to do this within RT - I would love to do so but have no idea where to begin. thanks Gordon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Adding AdminCCs on ticket creation
JC,
I created something similar to this only it was for Ticket CC's. As to
whether you want them to be added as Users or not, that could well be
done with your RT_SiteConfigure.pm file for auto create. We do that and
they become non-privileged users (Email only.
Anyway, I didn't want RT to add CC's automatically for all queues, so
I wrote this scrip to do it on a queue by queue basis. I put it in the
RT wiki. If you're interested, you could check it out and modify it for
your purposes. Hope it helps.
Kenn
LBNL
P.S. I noticed your code didn't have a Return 1: in the Cleanup Action
Code. That is important as well.
On 11/18/2009 1:15 AM, JC Boggio wrote:
Hello,
I need the following behaviour : when a ticket is created (in default queue),
if the suject contains [PRH] I must notify some special persons.
I first tried to change the ticket's queue but only the AdminCCs of the
default queue are notified.
So I tried adding the users during the creation process with this scrip :
=
Condition: during a transaction
Action: user defined
Template: Null
Stage: TransactionCreate
Custom action preparation code:
my $Ticket=$self-TicketObj;
my $Transaction = $self-TransactionObj;
if ($Ticket-Subject =~ /\[PRH\]/) {
$Ticket-SetQueue(20);
my $admincclist = $Ticket-AdminCc;
my $user = RT::User-new($RT::SystemUser);
my @comptes = (
'some...@somedomain.com'
,'ot...@somedomain.com'
);
foreach my $c(@comptes) {
$user-LoadByEmail($c);
$admincclist-AddMember($user-Id);
}
}
return 1;
=
Everything works but TOO LATE : ticket is moved to queue 20 and
AdminCCs are added to the ticket but they don't get the initial
(ticket creation ACK) email :
Fri Nov 06 14:59:41 2009: Request 3482 was acted upon.
Transaction: Ticket created by jcboggio
Queue: Default queue
Subject: Test [PRH] - NE PAS REPONDRE
Owner: Nobody
Requestor: jcbog...@somedomain.com
État: new
Ticket URL: https://rt.somedomain.com/rt/Ticket/Display.html?id=3482
All the persons in the BCC are those from default queue.
How can I do this ? Can I re-emit this email afterwards ? any solution
is acceptable : my boss puts me under high pressure on this topic.
Thanks for your help,
JC
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Re: [rt-users] Update Ticket takes too long
Rui, It could be a lot of things. For example, you could have a lng list of requestors and RT is trying to notify ALL of them. Could be you have a lot of watchers and a scrip that notify's them on everything. It takes any application much longer to perform I/O with other systems (like mailgate, etc.) than it does for it's own internal workings. I'd look at the permissions you have set up and the watchers/scrips. Kenn LBNL On 11/17/2009 2:13 AM, Rui Vitor Figueiras Meireles wrote: Hi. I finally have my RT installation configured and in production. For now everything seems to be ok, but it takes too long (about 10 seconds) whenever someones updates a ticket in the web interface (send a reply or a comment). This happens even without adding an attachment. However, all other operations are very quick, its just this functionality. Does anyone know what could be happening? Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error :is no longer a value for custom field
Tony, A couple of questions first: 1) Does the Custom Field have Categories? 2) Does the Custom Field actually get updated with that value, regardless of error message? 3) what does your scrip code look like? I can't offer suggestions to code I cannot see. Kenn LBNL On 11/17/2009 9:52 AM, Tony John , Bangalore wrote: Hi , Im trying to update a customfiled value using a scrip but evrytime I does it I gets this error is no longer a value for custom field value .Any help? Regards, Tony John DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shredding users
G.Booth, Yep, that seems odd. I've done most of my changes to the USERS Table manually in the past. WAY too intense! I'm hoping to move over to shredder with the 3.8.6 version we're about to test. Kenn LBNL On 11/17/2009 9:56 AM, G.Booth wrote: On Tue, 17 Nov 2009 08:30:49 -0800 Ken Crocker kfcroc...@lbl.gov wrote: G.Booth, You could also use the SQL native to your DataBase and do it manually. However, keep in mind that it is a RISKY business. You must be sure that whatever UserID you change the info to REALLY exists, or your history will break when looking at a ticket. Kenn LBNL Hi Kenn Im trying to avoid that if I can, for just the reasons you list. I can't figure out what the replace_relations part of the shredder is for if not this. If you dump the sql as you run the shred and re-inject it into the database, it seems (at first glance) to have done exactly what I want and all i need to do is now delete the original user. It seems very odd that it would let you go to all of the trouble to rename everything only to then wipe all evidence of it. regards Garry ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error :is no longer a value for custom field
Tony,
It looks like you're doing this on any create or modify transaction. So
I'll assume you're happy with your condition.
This is the way I would write the action:
Custom Prep Code:
# Set base values
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = WhateverItIs;
my $cf_value = CI Entry;
# Update Custom Field
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
return 1;
Custom Cleanup Code:
return 1;
I Like to use $RT::Sysytemuser so I won't have a problem with privileges
on a Custom Field.
I also like to specify an actual NAME. That way whenever I have to
debug the code, I know what the field is. I might not remember what ID
13 is.
I also like to do this in the prep code. You never know if you might
create another scrip that depends on this value being set BEFORE the
transaction has completed. This would be if you have several scrips that
run in Batch sequence.
Anyway, I hope this helps.
Kenn
LBNL
On 11/17/2009 10:27 AM, Tony John , Bangalore wrote:
Hi,
1.Custom field is set as Select a value
2. Below mentioned is the history of actions
Tue Nov 17 12:35:38 2009 Rukmangb - Deal Id 111 added
# Tue Nov 17 12:35:38 2009 Rukmangb - Brand 111 added
# Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI Entry
# Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry changed to CI New
# Tue Nov 17 12:35:39 2009 RT_System - CI Ticket State CI New changed to CI Entry
# Tue Nov 17 12:35:39 2009 Rukmangb - CI Ticket State CI Entry deleted
3.
Custom condition:
return 0 unless ($self-TicketObj-FirstCustomFieldValue('Deal Id') ne and $self-TicketObj-FirstCustomFieldValue('Brand') ne and
$self-TicketObj-FirstCustomFieldValue('CI Ticket State') eq CI New);
return 1;
Custom preparation code :
Return 1;
Custom Action clean up code :
my( $st, $msg ) = $self-TicketObj-AddCustomFieldValue(
Field = 13,
Value = CI Entry,
RecordTransaction = 1);
return 1;
Regards,
Tony John
-Original Message-
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Tuesday, November 17, 2009 11:49 PM
To: Tony John , Bangalore
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Error :is no longer a value for custom field
Tony,
A couple of questions first:
1) Does the Custom Field have Categories?
2) Does the Custom Field actually get updated with that value,
regardless of error message?
3) what does your scrip code look like?
I can't offer suggestions to code I cannot see.
Kenn
LBNL
On 11/17/2009 9:52 AM, Tony John , Bangalore wrote:
Hi ,
Im trying to update a customfiled value using a scrip but evrytime I does it I gets this
error is no longer a value for custom field value .Any help?
Regards,
Tony John
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