columns called queue.
Has anyone else run into this problem?
--
Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps
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I want to create a new validation for custom fields that would check the
format of a date. Where would I add this?
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Does RTx::Statistics work with 3.6.0rc2? I haven't been able to get it
to work very well.
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Systems Administrator
Network+
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The last thread got jumbled with another so I didn't receive any
responses if there were any.
I need to create a validation for a custom field to make sure dates are
entered correctly. Where would I add this?
RT v3.6.0rc2
--
Mathew Snyder
Systems Administrator
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v5.0.18
--
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I so would have done this too. :D
Mathew Snyder
Systems Administrator
Network+
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Jason A. Diegmueller wrote:
Mathew--
For the time being, modify lib/RT.pm. Change the following line:
$VERSION = '3.6.0rc3';
to
$VERSION = '3.6.0';
Bosses can't fault you for running
You could try installing the rpms. perl-HTML-Mason,
perl-HTTP-Server-Simple-Mason, perl-Log-Dispatch.
Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps
Zhiming Liu wrote:
Hi, I have tried to install RT3.4.4/RT3.4.5 on
RHEL3/4. I couldn't finish to install: HTML::Mason
1.23
anyone else encountered this error and know how to correct it?
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Where does one apply this said patch?
Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps
Dirk Pape wrote:
Hello,
--Am 22. Juni 2006 10:50:59 +0200 schrieb Niels Huylebroeck
[EMAIL PROTECTED]:
So using CustomValue you'd have something like this :
thanks - set CustomValue
Sorry, v04.
Mathew Snyder
Systems Administrator
Network+
ServerVault TechOps
Ruslan Zakirov wrote:
RT/Shredder versions?
On 6/23/06, Mathew Snyder [EMAIL PROTECTED] wrote:
I'm trying to test out the removal of deleted tickets using the
rtx-shredder CLI method. I've been entering
What I've found is that if you have a newer version that it usually
doesn't matter. I had the same problem with XML::RSS. Make testdeps
wouldn't find v1.05 however, I have v1.10 installed. Everything still
worked as expected.
I suspect that some items are hard-coded for a particular version
not exist.
Is this a feature? If so how can I make it work the way I want it to?
Or is it just a bug?
Thanks,
Mathew Snyder
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Thank you. I did do a brief search for EffectiveId and found nothing.
Next time I'll be a bit more exhaustive before posting.
Thanks,
Mathew Snyder
Mathew Snyder wrote:
We've encountered an issue that we don't particularly like nor do we
know if it is engineered or a bug. It involves
releases of Shredder, the ability to remove any user who's tickets were
deleted based on that fact?
Thanks,
Mathew Snyder
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? Are they even
compatible?
Thanks,
Mathew Snyder
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Using v3.6.0 and recently lost the ability to see the tickets in 10 New
Tickets under RT at a glance. I'm in a group with superuser rights so I
don't see how it could be a rights issue. What else should I be looking at?
Thanks,
Mathew Snyder
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Where do I change the default refresh rate from Don't refresh this
page to any of the other options?
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Let me clarify:
Where in the code do I set the refresh rate to default to anything other
than Don't refresh this page so that whenever a user logs in, it is
already set and no manual interaction is needed.
Thanks,
Mathew Snyder
陈然 wrote:
At the right side of the Home page.
- Original
Since no one has answered me regarding this question, I had to find my
own way. I've added the following lines to index.html in order to
default the refresh rate to 2 minutes.
# These lines added to change the default refresh interval
unless ($session{'home_refresh_interval'}) {
-Today))
to
Priority = Priority - (( FinalPriority + Priority ) / ( DueDate-Today))
in EscalatePriority.pm?
Thanks
Mathew Snyder
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Norton, Ian wrote:
Hi Mathew,
Where do I change the default refresh rate from Don't
refresh this page to any of the other options?
There isn't a way to do this as a system wide default in the existing
configuration. I extracted a patch from the LDAP overlay at
www.mosemann.com
to do
I ran into some issues with our RT installation that fortunately only
caused problems with the interface. However, the problems required a
fresh installation of RT. It goes fairly well with a few exceptions.
When I download and untar both RT and RTx-Shredder the owner is set to
1000:1000
Mathew Snyder wrote:
Mathew Snyder wrote:
I ran into some issues with our RT installation that fortunately only
caused problems with the interface. However, the problems required a
fresh installation of RT. It goes fairly well with a few exceptions.
When I download and untar both RT
not readable by the rt group/user.
Why is this happening? I'm installing as root and have also installed
using sudo. I get the same results everytime. Shredder is not showing up?
Please...help me. I need this to be working.
Thank You,
Mathew Snyder
a field I shouldn't be altering?
Thanks
Mathew Snyder
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Mathew Snyder wrote:
Running v3.6. We have a custom field with close to 100 items in it.
They are all listed alphabetically so whenever a new item needs to be
added, it gets added in the middle. This requires a complete reordering
of the sort field for the entire list.
For instance
more than I know right now. But, I am
more than willing to take a look and see if I can figure it out. Where
is the code that would need to be changed?
Mathew Snyder
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RT won't do searches on deleted tickets. in order to see them you
either have to do queries directly in the database or as you've already
discovered, vi Shredder.
Mathew Snyder
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this is done, the the email is not received by the
person added as a Cc.
Has this been seen before? I tried doing a search through the archives
but that became tedious really fast.
Thanks,
Mathew Snyder
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of RT_Siteconfig.pm
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resolver for dependency
'RT::User-14767 (depends on,resolvable dependency) RT::Attachment-11334'
at /usr/local/rt-3.6.0/local/lib/RTx/Shredder.pm line 394
Have I messed up by removing the tickets first? Is there a way to
remove the users by ignoring the dependency?
Thanks,
Mathew Snyder
Mathew Snyder wrote:
I've eliminated several thousand tickets that were deemed spam. Now I'm
trying to eliminate all the users that were created as each of the spam
tickets were. However, when I run the Users plugin I get the following
error on some of the tickets:
Couldn't wipeout
Jason A. Smith wrote:
On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote:
I've just got word from one of my users that we have issues with the Cc
on tickets.
One issue is that when a ticket is sent in, anyone listed in the
original email as a Cc is not added to the ticket as a Cc.
This can
Jason A. Smith wrote:
On Wed, 2006-08-02 at 21:51, Mathew Snyder wrote:
I've just got word from one of my users that we have issues with the Cc
on tickets.
One issue is that when a ticket is sent in, anyone listed in the
original email as a Cc is not added to the ticket as a Cc.
This can
the
people section as because there is no other people in the owner drop
down, the system changes the owner back to nobody.
Do you have the OwnTicket right or are you just a SuperUser?
Is Let this user be granted rights selected for every user under the
Modify the user page?
Mathew Snyder
has anyone written a scrip or script that will automatically set a
ticket to stalled after a certain period of inactivity?
Mathew Snyder
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works for me...
Mathew Snyder
Rainer Duffner wrote:
Hi,
I get a long wait and then a 500 internal server error of the web-page?
Maintenance?
cheers,
Rainer
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I appreciate your response. I've been trying to find a way to
indoctrinate myself in the code of RT but could not find a place to
start. Your information might allow me to start tooling around with it
without actually giving me the answer. Thanks
Mathew Snyder
Andrew Nicols wrote
instead of doing a fresh install, do an upgrade and then run the schema
upgrade scripts that are provided.
Mathew Snyder
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I'm trying to get 3.6.1 installed but haven't been able to due to
webmux.pl not loading. The exact error is
[error] Can't load Perl file: /usr/local/rt-3.6.1/bin/webmux.pl for
server rt.ops.servervault.com:0, exiting...
Not very descriptive. I checked the permissions on all directories up
to
Mathew Snyder wrote:
I'm trying to get 3.6.1 installed but haven't been able to due to
webmux.pl not loading. The exact error is
[error] Can't load Perl file: /usr/local/rt-3.6.1/bin/webmux.pl for
server rt.ops.servervault.com:0, exiting...
Not very descriptive. I checked
hidden secrets with RT Essentials from O'Reilly Media. Buy
a copy at http://rtbook.bestpractical.com
I'm no expert but I don't think there is supposed to be a space between
the comma and the queuename:
/opt/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue,queuename'
Mathew Snyder
this to
[EMAIL PROTECTED] or if it would be the same thing?
Mathew Snyder
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Malcolm Herbert wrote:
On Wed, Aug 09, 2006 at 11:04:43PM -0400, Mathew Snyder wrote:
|Our mail system is set to forward all incoming email for RT to
|[EMAIL PROTECTED] The RT server is actually
|rt.ops.servervault.com. I've set $RTAddressRegexp to
|[EMAIL PROTECTED] and haven't seen any
and I get results.
Anyone else see this behaviour?
CORRECTION:
I did it wrong. I fixed my process and made sure it matched the same
steps you took when you got the error. I am also getting this error.
Mathew Snyder
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Bryce Porter wrote:
unsubscribe
Regards,
Bryce Porter
ShellShark Networks
Owner
151 Shadoway Dr.
East Peoria, IL 61611
p. 309.698.5584 x103
f. 425.606.3294
e. [EMAIL PROTECTED]
w.
isn't actually a supported character
set or you don't have it set as a configured option.
Mathew
Mike Friedman wrote:
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
On Fri, 18 Aug 2006 at 19:55 (-0400), Mathew Snyder wrote:
I haven't seen any documentation on the 'default binary' option,
which
-inserted into the tickets they belong in.
The secondary question is whether or not it is possible to use Shredder
in the manner mentioned above, directing it to eliminate users that have
no associated tickets.
Any and all help will be appreciated.
Mathew Snyder
'
for 3.6.1. It will update the schema to the proper settings for use
with the newer version. The same can be done for 3.4.1.
By trying other methods you are creating more work than will be done by
simply running the upgrade in the first place.
Mathew Snyder
Farrell,Bob wrote:
All,
I have two
Farrell,Bob wrote:
Mathew, Do you mean make upgrade for the RT make or from the mysql
prompt?
Bob
-Original Message-
From: Mathew Snyder [mailto:[EMAIL PROTECTED]
Sent: Monday, August 21, 2006 6:47 PM
To: Farrell,Bob
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users
Farrell,Bob wrote:
AND
/usr/local/rt3/sbin/rt-setup-database --dba root \
--prompt-for-dba-password \ --action schema \ --datadir
/MY/rt/sourcedir/rt-3.4.4/etc/upgrade/3.0.11
-Original Message-
From: Farrell,Bob
Sent: Monday, August 21, 2006 9:07 PM
To: Farrell,Bob; Mathew Snyder
/Display.html:63
/usr/local/rt-3.6.1/share/html/autohandler:279
raw error
Any and all help is appreciated.
Mathew Snyder
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Mathew Snyder wrote:
In a previous post I had asked about a problem involving removing a user
via Shredder. Turns out it was a legitimate user that shouldn't have
been removed.
I've been re-associating all loose connections in the database to root
so they should still be there. I need
files that I'm missing?
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trying to import our live
database onto a test server. Not only did I adjust the max_allow_packet
option in my.cnf but also used the --max_allowed_packet option for the
actual mysql interface. I ended up setting both to 32M and didn't have
any problems.
Mathew Snyder
* A Top link at the bottom of pages that have enough transactions to
run the bottom of the ticket off the screen. As people use different
resolutions this might be something that appears regardless of how many
transactions appear or set to appear for a static number of transactions.
--
Mathew
or will I need to run an
update on the database?
Mathew Snyder
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.2.6 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
iD8DBQFFCVXVr7cEqtYW7kARAv4JAKCmgZ2mgeHr4EltdcMYbLbnORJNZACePBB4
wuyn8t6t0ZChZNOUWbDVhEI=
=qTpi
-END PGP
in RT to be retroactive
to any ticket created under the previous profile. Can I do this within
RT or will I need to run a mass update on the database?
Thanks,
Mathew Snyder
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.2.6 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http
questions until
I get it right so I ask that you have patience with me during my
learning period.
Thanks
- --
Mathew Snyder
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.2 (GNU/Linux)
Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org
that space immediately?
Thanks for any help,
Mathew Snyder
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Josh Barron wrote:
Ok that didn't seem to solve the problem.
When I reply to a ticket, (with the correct Ticket ID in the subject,
unchanged), i get two messages back saying the same thing:
RT could not load a valid user, and RT's configuration does not allow
for the creation of a new
properly. I had this issue before
and found that for some reason, the permissions were being set without
the x bit. I think it had something to do with the umask.
Mathew Snyder
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or not I can make it optional as it will
only apply to tickets that involve delivery of things such as hardware
provisioning or application development.
Is there a way to validate the input only if there is something to
validate and ignore it if it is blank?
Thanks,
Mathew Snyder
The file says it will be removed from 3.6. I'm using 3.6.1. Is this
going to be a problem for me?
Mathew Snyder
Ruslan Zakirov wrote:
html/Ticket/Elements/EditDates and you should hide this CF in
html/Ticket/Elements/EditCustomFields
On 10/25/06, Mathew Snyder [EMAIL PROTECTED] wrote:
I
The file says it will be removed from 3.6. I'm using 3.6.1. Is this
going to be a problem for me?
Mathew Snyder
Ruslan Zakirov wrote:
html/Ticket/Elements/EditDates and you should hide this CF in
html/Ticket/Elements/EditCustomFields
On 10/25/06, Mathew Snyder [EMAIL PROTECTED] wrote:
I
Is it possible to get a screenshot posted somewhere?
Mathew
Jussi Hamalainen wrote:
Hello!
I recently ran into a ticket which has attachments that make the RT web
interface barf. Display.html will not show any of the ticket
transactions, but does display all metadata. History.html
At the bottom of every search results page is the chart grouped by
options with the dropdown to select which graph to build. How does one
add to this list a custom graph?
Mathew Snyder
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the directories/files, restarted httpd and I don't see anything either
under Tools or Configuration-Tools. What am I looking for?
Mathew Snyder
Kris Merrill wrote:
StockAnswers for RT is a solution for allowing users to insert
predefined templates into their replies. This might be useful for people
who
Must match
'FORMAT'.
Mathew Snyder
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3.6.1
and a customized 3.4.2 version. The Callbacks work for 3.6.1, but may
need to be tweaked for earlier versions of RT?
I certainly appreciate the input and I'll revise the instructions so
they read more clearly.
-Kris
Quoting Mathew Snyder [EMAIL PROTECTED]:
I'm having a hard time
Kris,
I discovered the reason that I still couldn't see it in my development
installation is that I had to chmod the directories. Having done this I
now see StockAnswers under Tools. However, I am now receiving an error:
System error
error: Error during compilation of
Basics:
We have a custom field called 'Profiles' which is a list of all our
customers. When a ticket is received, we add the customer profile to
the ticket. This allows us to keep track of work we've done for each
customer.
Requested:
We need to have in place something which my boss is calling
Under Configuration-Custom Fields-CustomFieldName select Applies to
and choose the queues you would like the field to show up for.
Mathew
[EMAIL PROTECTED] wrote:
Hello
how can i add a custom field to My Tickets, but only for one special Queue.
For the other Queues should be no changes.
To clarify, this query is for a stand-alone script which will be pulling
data based on the users and will run outside of RT.
Mathew
Mathew Snyder wrote:
I'm trying to get a list of all privileged users in our system. Which
table.field should I be querying against?
Mathew
the RT API , the function you need will be
somthing like:
use RT::Users
my $users = new RT::Users(RT_System);
$users-LimitToPrivileged;
(look in (Admin/Users/index.html)
Regards;
Roy
Mathew Snyder wrote:
I'm trying to get a list of all privileged users in our system. Which
table.field
? There's a bunch of them
right before it spits out the results I'm looking for.
Mathew
Raed El-hames wrote:
Mathew;
hmm not sure it ran ok with 3.4.4 ..
Remove the line
CleanEnv();
its not that nesseccary
Roy
- Original Message - From: Mathew Snyder [EMAIL PROTECTED]
To: Roy El-Hames
I'm trying to sort through lib/RT in order to figure out how to write
scrips/scripts. I read the RT Essentials book but didn't see anything that
describes the differences between files such as CustomFieldValue.pm and
CustomFieldValues.pm. More importantly, the _Overlay.pm files since, I think,
I'm trying to pull together a script which will print out all the values from a
particular CF. It will work in conjunction with a bit of code already provided
to me by Roy El-Hames.
I think I've figured out that I need to use RT::CustomFieldValues in order to
make use of the LimitToCustomField
Hmmm...Should I be using ObjectCustomFieldValues instead?
Mathew
Roy El-Hames wrote:
Matthew;
try
perldoc /PATH TO RT/lib/RT/name of module
Roy
Mathew Snyder wrote:
I'm trying to sort through lib/RT in order to figure out how to write
scrips/scripts. I read the RT Essentials book
Stephen Turner wrote:
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Mathew Snyder
Sent: Wednesday, November 22, 2006 3:35 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Pulling CustomFieldValues
I'm trying to pull together
/RT.pm:317)
RT::CustomField::Next Unimplemented in main. (./profiles.pl line 18)
How is it unimplemented if I'm using RT::CustomField?
Thanks,
Mathew
Garry T. Williams wrote:
On Thursday 23 November 2006 03:36, Mathew Snyder wrote:
This is beginning to make my head hurt. I assume by loading up
Ok, nevermind. There is no Next method in CustomField.
Mathew
Mathew Snyder wrote:
Wow, that did help. That cleared up a lot of confusion for me. Now I have
the
following code:
#!/usr/bin/perl
use warnings;
use strict;
use lib /usr/local/rt-3.6.1/lib;
use RT;
use RT::CustomField
Stephen Turner wrote:
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Mathew Snyder
Sent: Wednesday, November 22, 2006 3:35 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Pulling CustomFieldValues
I'm trying to pull together
We have roughly 9500 illegitimate users that were created by incoming spam.
I've been doing my best to eliminate these users by way of the Shredder Users
plugin. For the most part, this has been a successful operation. However, due
to the number of legitimate users, picking out the spam users is
Jesse Vincent wrote:
plugin. For the most part, this has been a successful operation. However,
due
to the number of legitimate users, picking out the spam users is not a
perfect
science and I've inadvertently removed legitimate users.
This has resulted in a ticket getting mangled...I
to build a join and can't find the
user id in the Users table, you need (from sql) to update the appropriate
Transactions row changing the Creator value to the id of the User
Nobody(or its safer to change it to your Id privileged user)
Roy
Mathew Snyder wrote:
Jesse Vincent wrote:
plugin
I have a script that gathers up all the newest spam users created over the
course of a day and iterates over each one calling rtx-shredder with the Users
plugin.
It occassionaly spits out an error thusly:
Couldn't load plugin
Error: Invalid characters in email '[EMAIL PROTECTED]'
The email
Stephen Turner wrote:
-Original Message-
From: Mathew Snyder [mailto:[EMAIL PROTECTED]
Sent: Wednesday, November 29, 2006 4:29 AM
To: [EMAIL PROTECTED]
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Pulling CustomFieldValues
Steve,
This is the code I now have
Stephen Turner wrote:
-Original Message-
From: Mathew Snyder [mailto:[EMAIL PROTECTED]
Sent: Wednesday, November 29, 2006 4:29 AM
To: [EMAIL PROTECTED]
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Pulling CustomFieldValues
Steve,
This is the code I now have
Jacob Helwig wrote:
Try using $cfval-Content instead of $cfval-Name, this seems to work
for me.
-Original Message-
From: [EMAIL PROTECTED] [mailto:rt-users-
[EMAIL PROTECTED] On Behalf Of Mathew Snyder
Sent: Thursday, December 07, 2006 02:54
To: [EMAIL PROTECTED]
Cc: rt-users
When running from the command line and executing this command:
./rtx-shredder --plugin
'Users=email,[EMAIL PROTECTED];status,any;replace_relations,Nobody'
I get this output:
SQL dump file is '/usr/local/rt-3.6.1/local/sbin/20061216T032436-0001.sql'
[Sat Dec 16 03:24:36 2006] [err]:
Still no word on this?
Mathew
Richard Ellis wrote:
Hi Guys,
I really could use some ideas to track this one down.
RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail.
When an email is received, the ticket is parsed correctly, custom fields
are created and filled, ticket is put in
Down near the bottom of the download page is a link called Development or
something to that effect. The version you are looking for will be in there.
Mathew
Gianluca Cecchi wrote:
Is there a tar.gz file or do I have to check out form cvs or similar?
Thanks.
-Messaggio originale-
Does anyone know about or have any intentions of updating the RTx::Statistics
package? I'm finding the built-in reports are not sufficient and I don't know
enough perl to make my way around the RT codebase.
Mathew
___
I'm rewriting a script that will eliminate all spam users accrued over the
course of a day. Presently, it is using the least efficient way of executing
the wipeout by performing a system call to rtx-shredder. I would prefer to run
the wipeout by way of the Shredder API. I'm guessing along the
Mathew Snyder wrote:
I'm rewriting a script that will eliminate all spam users accrued over the
course of a day. Presently, it is using the least efficient way of executing
the wipeout by performing a system call to rtx-shredder. I would prefer to
run
the wipeout by way of the Shredder API
Has anyone successfully used Crystal Reports with their RT installation? I
don't know much about it myself so I'm curious about how it would interface.
Would it have to be run separately or is there a way to include it in the
reports interface?
We have a new license here at work and I've been
not enforce RT's permissions. You would be better off to
do the reporting in Perl and output to HTML, PDF, or
something understood by a preferred formatting tool.
-Todd
On Thu, Jan 04, 2007 at 11:05:51PM -0500, Mathew Snyder wrote:
Has anyone successfully used Crystal Reports with their RT
We have a Select Multiple type custom field which lists all of our customers'
company names. Every now and then a customer either changes its name or does
something that affects what we call it in our list. Sometimes this simply
requires adding the new name, updating all the tickets labeled with
Ruslan Zakirov wrote:
On 12/30/06, Mathew Snyder [EMAIL PROTECTED] wrote:
I'm rewriting a script that will eliminate all spam users accrued over
the
course of a day. Presently, it is using the least efficient way of
executing
the wipeout by performing a system call to rtx-shredder. I would
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