Re: [rt-users] Adding ticket "Description" to the top of the page

Total shot in the dark here, but one idea might be to create a custom field (of type: “text”), and copy the initial request into that upon ticket creation (via a Scrip). You could probably truncate the text to keep it fairly small, with a “more” link that hyperlinks to the initial question.

Re: [rt-users] Excluding Commands from CommandbyMail parsing

Hi. Dunno if it is the best way, but what I do it in RT 4.4.1 is edit the file: /opt/rt4/local/plugins/RT-Extension-CommandByMail/lib/RT/Extension/CommandByMail.pm Around line 349 look for this block of code, and add the line indicated with the plus (+) in front of it (without including the

Re: [rt-users] Moving entire RT instance between two servers?

Hi Alex I recently shifted from physical server to VM. First I downloaded the RT source and ran the configure and make fixdeps to get all the required Perl modules on the target machine. (I also had some other modules I needed outside of core for extensions and custom code, had to get those by

Re: [rt-users] API - Forward/Vb externally

I hope I'm not oversimplifying and missing something here, but this seems to me like it is built into RT. I'd think the best way would be to have the auto notifications turned on for the CRM queue. Even if the Requestor of the ticket has an external email address, RT should send that user an

Re: [rt-users] Importing ticketing data into the RT SQL database

interface. The CLI interface supports data entry into RT custom fields, as do the REST and Command-by-mail interfaces. From: Dave Florek [mailto:dave.a.flo...@gmail.com] Sent: Wednesday, April 27, 2016 2:09 PM To: Parish, Brent <bpar...@cognex.com> Cc: rt-users@lists.bestpractical.com Subje

Re: [rt-users] Importing ticketing data into the RT SQL database

Hi Dave I would strongly recommend against importing ticket data directly into the RT database, I sincerely doubt you will end up with anything usable! There are a myriad of internal references (very normalized table structure, as I’m sure you saw). There may be better ways to do it, but when

Re: [rt-users] data replication RT server to RT server

If using MySQL you can do circular replication, I was keeping a “live” backup of our database for disaster recovery/failover using Tungsten. But the point Ken made about database differences between versions is a HUGE thing to consider!!! I run all RT upgrades in a test environment before

Re: [rt-users] Easy way to import a CSV file into ticketing?

Agreed – CLI is a good way to go. I wrote a Perl script to import the database from two other applications and that worked reasonably well. One was a CSV export and the other was a MSSQL database we just connected directly to (two different cases that I munged into a single script) I ran the

Re: [rt-users] Customizing the New ticket page on the RT Self service portal

There’s probably other ways, but this is what we do: Per the recommended method of altering RT code, copy share/html/SelfService/CreateTicketInQueue.html to local/html/SelfService/CreateTicketInQueue.html (create the path first if it does not already exist, and be sure not to overwrite your

Re: [rt-users] Replying to the same ticket at same time.

: Monday, March 21, 2016 4:27 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Replying to the same ticket at same time. On 21-3-2016 20:48, Parish, Brent wrote: > 4.4 offers a "ticket locked" message that you can leverage > > > Are you referring to core functional

Re: [rt-users] Replying to the same ticket at same time.

4.4 offers a "ticket locked" message that you can leverage -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Matt Zagrabelny Sent: Monday, March 21, 2016 3:13 PM To: Jesse Maseto Cc: rt-users

Re: [rt-users] Consulting back-office or other departments without notifying requestor

Agreed - we often use linked tickets here. For example, I want the NetOps team to do something on the ticket so I create a child ticket and assign that to their queue. (If there is a dependency, I create a DependsOn instead of Child). This offers a secondary benefit of cleaning up reporting -

Re: [rt-users] rt SelfService

Hi I'm not sure I understand correctly? You mentioned everyone in your group being responsible for each queue. That sounds like the people in your group are the "Admins" (RT calls people who work on tickets Admins). If this is true, Admins probably shouldn't be using the SelfService interface.

Re: [rt-users] override mail adress for forwarding

Hope I understood your question correctly! Our RT sends mail that appears to come from the Actor, e.g. bparish VIA RT One queue wants their outbound RT email to come from the Queue, e.g. Helpdesk Via RT To do that, I copied lib/RT/Action/SendEmail.pm to local/lib/RT/Action and added a line:

Re: [rt-users] rt-server.fcgi hangs

Hi Unfortunately, problems like this can be related to so many things that it becomes time consuming to go back and forth a lot to troubleshoot it. I’m not sure if that’s why you received no responses last time or not, but it definitely had me leaning towards not responding. If you want to be

Re: [rt-users] bug in rt-mailgate

I think if you leave a few blank lines at the top of the email it should be ok. I ran into this when people forwarded email but added no extra lines, so the Command-by-mail extension would intepret “From: some...@mail.com” at the top of the email body as a command.

Re: [rt-users] Display ticket

I'm not convinced that quoting using the pound/hash symbol is a bug? RT does quote folding by a number of different tactics/symbols (presumably to accommodate the wide variety of email clients and various forms of quoting forwarded text). I second the turning it off by user (I do that

Re: [rt-users] Display ticket

https://www.bestpractical.com/docs/rt/4.4/RT_Config.html#Application-logic (scroll up, it’s the line just above where this link takes you to) From: Andrea Caputto [mailto:andropo...@gmail.com] Sent: Thursday, January 07, 2016 2:17 PM To: Parish, Brent; Matt Zagrabelny Cc: rt-users Subject: Re

Re: [rt-users] RT Import and nested groups

Hi. I've found that I have to be sure that each group (within the nested groups) needs to match the AD filter in RT_SiteConfig.pm. (yours probably does, just throwing It out there for completeness) Also, in my case the nested groups all imported, but do not automatically maintain their nested

Re: [rt-users] RT 4.4 RC1 Update

Each user can configure their own Perl repository, so for system-wide module availability I always install (via CPAN) as root. I suppose you could also do it as the same user that the webserver is running under, but I have not tested that. From: rt-users

Re: [rt-users] migrate 3.8.9 to current

I'm very curious to hear other responses/experiences, but if it were me I would shift the old 3.x onto the new hardware and then go through the upgrade procedures to bring it up to 4.x. Maybe not necessary(?), but it would make me feel better that the database gets all the required changes made

Re: [rt-users] Fwd: Request tracker

; my $ug = Data::UUID->new; print $ug->create_from_name_str('NameSpace_URL', "www.mycompany.com"); print "\n"; From: Gerald Jimenez [mailto:gejim...@gmail.com] Sent: Thursday, November 19, 2015 12:31 PM To: Parish, Brent Cc: rt-users Subject: Re: [rt-users] Fwd: Request tr

Re: [rt-users] Fwd: Request tracker

I don't have any super advice here, just throwing out some ideas in case it helps. I don't see Data::UUID in the Perl requirements for RT? It looks instead to be something needed by Apache, for ModPerl or FCGI? Tough to say without being on the system, but from what I understand it's not

Re: [rt-users] Unable to create scrips in RT 4.2.12

Awesome idea -- thanks, Chris! -Original Message- From: Christian Loos [mailto:cl...@netcologne.de] Sent: Wednesday, November 11, 2015 1:33 AM To: Parish, Brent; David Ramage; rt-users@lists.bestpractical.com Subject: Re: Unable to create scrips in RT 4.2.12 Hi Brent, you should

Re: [rt-users] Unable to create scrips in RT 4.2.12

Good catch! I'm sure other people have better ways to do this, but this is what works for me in our environment: First I copy the original RT file into the local/ directory tree (per standard RT modification practices). But I make two copies there - one is named with a ".orig" file extension.

Re: [rt-users] New ticket layout change

I suspect the JavaScript answer is probably the cleanest and most flexible way. In our environment, I have a number of departments that have all asked for their own (small) customizations for the SelfService Create Ticket page. First I copied the CreateTicketInQueue.html page into

Re: [rt-users] RT Installation

Hi Rainer I understand your frustration. There have been a number of products that I have installed as an IT guy where I had this same frustration - what is the most painless way to get the instance running -- just so I can play with it and see if it seems to be worth pursuing more? For those

Re: [rt-users] Any webinars that exist showing the articles functionality in RT?

I highly recommend attending the RT training seminars! After using RT for over 12 years I finally went to one and loved it, looking forward to another one or perhaps bringing them onsite to do group training at my company. http://bestpractical.com/services/training.html We are just now starting

Re: [rt-users] Migrations from ZenDesk

Hi I posted the importer I wrote/used to import from 2 systems (one csv/xls and the other direct db) here: http://parishnetworks.blogspot.com/2014/10/importing-into-rt-from-another-helpdesk.html It’s a pretty simplistic script, take it for what it’s worth! (usual disclaimers apply) Obviously

Re: [rt-users] How to correctly dump metadata other RT environment?

Hi Markus I was very interested to see answers on this because I have the same issue. For me, there are two parts: 1) Take everything from production except Tickets and Transactions 2) Restore anything in Dev/Test that has not made it to production yet (test queues, group rights,

Re: [rt-users] RT Database pruning before moving to new server

I'm interested to hear from everyone too, as one of these days I hope to drop out some unnecessary attachments from the database. One thing that I found in our environment is that the sessions table was absolutely huge and accounted for more than 80% of our database size. You can use the

Re: [rt-users] creating tickets with CF values without ModifyCustomField right

-Original Message- From: Christian Loos [mailto:cl...@netcologne.de] Sent: Tuesday, June 03, 2014 6:18 AM To: rt-users@lists.bestpractical.com Cc: Parish, Brent; elac...@easter-eggs.com Subject: Re: creating tickets with CF values without ModifyCustomField right Am 02.06.2014 22:46, schrieb

Re: [rt-users] creating tickets with CF values without ModifyCustomField right

We have this same problem here. If you don't want to wait for the feature request to be implemented, here is one way around it: I ended up creating a second set (copy) of the custom fields. I named them the same thing, but with an underscore character appended. (e.g. If the custom field is

Re: [rt-users] Sorting by the value of a custom field in search results *numerically*

This is because the custom field values are stored as varchar or text in the database. I added a feature request (http://issues.bestpractical.com/Ticket/Display.html?id=29638) for it. - Brent -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf

Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

I personally went the Sphinx route because I already have so much MySQL running (and familiarity with) here. I documented most of it here: http://parishnetworks.blogspot.com/2013/10/using-mysql-and-sphinx-for-rt-full-text.html - Brent -Original Message- From:

Re: [rt-users] Mandatory Custom Fields and Group Rights

Hi Paul. Sorry if I am misinterpreting, but it sounds like you have custom fields the end users don't have permissions to set. Yet you need them to be able to set those fields. If this is true, it's the same thing we encountered here. Surely not the most elegant solution, but this worked for

Re: [rt-users] Converting to using LDAP authentication (Active Directory)

Hi. I've never switched from an existing local database to LDAP so I don't know anything about that. However, we have used the RT-Authen-ExternalAuth module (slightly modified) with great success here. With that extension (and the accompanying autocreate user settings in RT_SiteConfig.pm),

[rt-users] Numeric custom field values

Hi. I have some custom fields to track numeric priority independent of the built-in priority field. This is an example of a search string I use: Queue = 'helpdesk' AND 'CF.{Helpdesk Priority}' 15 But this returns tickets where CF.{Helpdesk Priority} is set to 2 That leads me to believe that

Re: [rt-users] Numeric custom field values

...@lists.bestpractical.com] On Behalf Of Parish, Brent Sent: Friday, January 31, 2014 2:52 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Numeric custom field values Hi. I have some custom fields to track numeric priority independent of the built-in priority field. This is an example of a search string I

[rt-users] IE8 issues - Custom Fields and edit screens

Hi Unfortunately, we still need/use Internet Explorer 8 in our company (compatibility issue with other apps). I found a few issues (#22770, #16629, #19547) listed on the issues.bestpractical.com site regarding IE8 and custom fields, each of these describes exactly what I'm seeing here on

Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

apparently that is a completely different problem. Any thoughts on this? Thanks! Brent -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Parish, Brent Sent: Tuesday, November 19, 2013 11:30 AM To: rt-users

Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Vandiver Sent: Tuesday, November 19, 2013 5:48 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated On Tue, 2013-11-19 at 14:35 -0500, Parish, Brent wrote

Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated

: Tuesday, November 19, 2013 5:48 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] IE8 issues - Custom Fields and edit screens - updated On Tue, 2013-11-19 at 14:35 -0500, Parish, Brent wrote: More notes on this issue: I was monkeying around in the IE Console, looking to see

Re: [rt-users] Question about 4.2 and setting the owner

Add this line into RT_SiteConfig.pm: Set($AutocompleteOwners, 0); From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: Tuesday, November 05, 2013 9:37 AM To: rt-users Subject: [rt-users] Question about 4.2 and setting the

Re: [rt-users] [rt-devel] RT pages without links

Hi Dave Not sure how many users are still in 3.8.x, let alone on Fedora, let alone went through a Fedora upgrade, let alone copied the installation over. In other words, you might be targeting a very small audience. Just a guess. I'm personally on Ubuntu and RT 4.2.0, but I'll take a stab

[rt-users] Getting custom field value AND description in a scrip

Hi. In our RT setup, a user chooses a value from a drop down list (a custom field called ‘application’) to indicate what software they want help with when they submit a new ticket. I set up a scrip that checks the value of that custom field and moves the ticket into the appropriate queue

Re: [rt-users] I need help with the RT-Authen-ExternalAuth LDAP settings, please

Hi Matthew It sounds to me like you were authenticating ok initially, but getting an error in creating the user. And to answer your initial question about the group and group_attr settings, I don’t use those at all and it works fine for me. I would recommend putting things back to how you

Re: [rt-users] How to get Custom Field's description which setted by ExternalValues subroutine

Hi. I'm writing a scrip. In that scrip, I have no trouble getting the value of a custom field that the user set. I get the value with: $CF_Value = $self-TicketObj-FirstCustomFieldValue( 'Colors' ); But I don't know how to get the content from the Description value for that same field? To be

RE: [rt-users] Splitting queries across mysql servers

, Brent Cc: Drew Taylor; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Splitting queries across mysql servers This sounds good How many web interfaces (rt instances) are you running, how did you set up $DatabaseHost in the RT config?? Roy Parish, Brent wrote: I'm using circular

RE: [rt-users] Splitting queries across mysql servers

: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, September 07, 2006 5:03 AM To: Parish, Brent Cc: Drew Taylor; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Splitting queries across mysql servers This sounds good How many web interfaces (rt instances) are you running, how did you

[rt-users] Re: Labelled Priority Patch doesn't work with 3.6x

Title: [rt-users] Re: Labelled Priority Patch doesn't work with 3.6x Looks like I spoke too soon! I think it is simply an issue of changing the case on name to Name in local/html/Ticket/Elements/EditBasics (lines 89 and 98?): % if ($RT::PriorityType) { - td

RE: [rt-users] Re: Labelled Priority Patch doesn't work with 3.6x

=, as well: Default= Thanks, Brent From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Parish, Brent Sent: Friday, September 01, 2006 11:35 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Re: Labelled Priority Patch doesn't work with 3.6x Looks like I spoke too soon

[rt-users] Way to force AtAGlance page to a single column?

Title: Way to force AtAGlance page to a single column? Hi. Some of our users are forced to use a small browser view (limited desktop real estate). It really jumbles the display in 3.6.1 and they are asking to cut the At A Glance page down to a single column, getting rid of all content

RE: [rt-users] My ShowConfigTab is missing!?!?

Title: My ShowConfigTab is missing!?!? Hi. This is fixed now. I am still not clear on what it was supposed to look like, or if what I did fixed anything. Its quite possible (likely?) that I just overlooked it in the first place. In any case, I added a line into the ACL table, following