Re: [rt-users] REST Interface and Authentication

[Shawn M Moore]

On Wed, Jun 11, 2008 at 11:51:37AM +0200, Martin BOULADOUR wrote:
 Hi everybody,

Hi Martin,

 I'm a new subscriber to this list. I'm french, so don't be too harsh with
 my mistakes. :)

Your English is fine! Welcome to RT land. :)

 The problem is that there is nothing to inform about the result of the
 login action. The HTTP response is the same in both cases (success,
 failure). The only thing that informs about that is the Not logged in.
 string in the HTML. I think that looking for that string in the HTTP
 response body is a very bad way to know if the returned token is valid or
 not.

We can probably include a header that tells you that login failed.

 Is there another way to do that? Does the REST interface provide something
 to log in? If you do use the REST interface with one of your programmes,
 what do you do to get a valid session token?

The REST interface accepts user and pass parameters. If you're using
Perl, the code will look something like:

$mech-post($baseurl/REST/1.0/search/ticket, [
user  = root,
pass  = password,
query = queue='foo',
]);

 Best regards,
 
 Martin Bouladour

Shawn

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Re: [rt-users] REST Interface and Authentication

[Shawn M Moore]

On Wed, Jun 11, 2008 at 04:22:06PM +0200, Martin BOULADOUR wrote:
 Hi again,
 
  The REST interface accepts user and pass parameters. If you're using
  Perl, the code will look something like:
 
  $mech-post($baseurl/REST/1.0/search/ticket, [
  user  = root,
  pass  = password,
  query = queue='foo',
  ]);
 
 Is it true for all the REST interface?
 
 When I send a HTTP GET request on a URL like:
 
   
 http://rt.example.com/REST/1.0/search/ticket?query=...user=rootpass=password
 
 it works, but when I try on another URL like:
 
   http://rt.example.com/REST/1.0/ticket/55?user=rootpass=password
 
 I get a 401 Credentials required response...

This may be something that was fixed in the upcoming 3.8. Here's what
happens when I do it, using the LWP::Simple module:

$ curl 
'http://localhost/REST/1.0/search/ticket?query=id%3e1user=rootpass=password'
RT/3.7.86 200 Ok

2: yoof
3: fooo

$ curl 'http://localhost/REST/1.0/ticket/1?user=rootpass=password'
RT/3.7.86 200 Ok

id: ticket/1
Queue: General
Owner: root
...

RT (though this may only be 3.8) does send a cookie if you send your
credentials this way, so you should be able to reuse that cookie from
the first request for the second request.

Shawn
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Re: [rt-users] Help with CLI

[Shawn M Moore]

On Thu, Jul 10, 2008 at 02:09:43PM -0700, Kenneth Crocker wrote:

Hi Kenneth,

 bash-2.03$ pwd
 /apps/rt
 bash-2.03$ rt list status='new';
 bash: rt: command not found

It looks like the directory containing rt is not in your PATH. The
laziest fix is to just specify the full path to the rt program:

$ /apps/rt/bin/rt list status='new'

Shawn

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Re: [rt-users] Mandatory Custom Fields in 3.8

[Shawn M Moore]

On Fri, Jul 25, 2008 at 01:07:49AM -0700, F350 wrote:
 
 Can anyone help please ? Just tell me if it is possible or not :)
 Thanks

Yes. This is what the Validation field does for Custom Fields. Go to
your custom field's edit page and select:

(?#Mandatory).

If you're adventurous, this can be an arbitrary Perl regular expression.

 
 
 F350 wrote:
  
  Greetings all,
  
  I was wondering if there is a way to oblige  users to fill in custom
  fields before resolving tickets.
  Can we do that in RT 3.8.0 ? I created a custom field of type Select one
  value and I would like the support team to select a value before closing
  each ticket. That would help for the end of the semester statistics.
  
  Thanks
  
 
 -- 
 View this message in context: 
 http://www.nabble.com/Mandatory-Custom-Fields-in-3.8-tp18565630p18647127.html
 Sent from the Request Tracker - User mailing list archive at Nabble.com.
 
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Re: [rt-users] WYSIWYG editor

[Shawn M Moore]

On Tue, Aug 12, 2008 at 04:58:36PM -0700, scott smith wrote:
 Is it possible to disable the WYSIWYG editor for everyone? I've grepped 
 and googled, but haven't found anything that I can put in RT_SiteConfig.pm.

I'm pretty sure you want:

Set($MessageBoxRichText, 0);

 
 -scott

Shawn

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Re: [rt-users] API from Python?

[Shawn M Moore]

On Wed, Aug 13, 2008 at 02:54:59PM -0400, Jerrad Pierce wrote:
 Thanks, but I'm thinking of also how to get information out of RT. I could
 use the command line interface and parse the output, but I was wondering
 if there was a way of using the API from Python.
 Umm, REST allows you to get stuff too. See the perl client library for hints
 http://search.cpan.org/~dams/RT-Client-REST-0.36/lib/RT/Client/REST.pm

The command-line interface actually uses the REST interface for getting
data into and out of RT. :)

 
 -- 
 Cambridge Energy Alliance: Save money  the planet

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Re: [rt-users] Bookmarked tickets at RT at a glance on upgraded RT 3.8.1

[Shawn M Moore]

On Tue, Aug 26, 2008 at 12:24:02PM +0200, Knaupp, Thomas wrote:
 Hi List,
 
 using an upgraded RT [3.6.7 - 3.8.1], I can't see
 bookmarked tickets at RT at a glance ..
 
 Available Options are:
 QuickCreate
 QuickSearch
 MyAdminQueues
 MySupportQueues
 MyReminders
 RefreshHomepage
 Dashboards
 My Tickets
 Unowned Tickets
 
 What am I missing to add bookmarked tickets to my start page?

You should have a saved search Bookmarked Tickets. If you don't
have this search for some reason (the upgrade scripts should have
created it), you can make one with one query:

id = '__Bookmarked__'

 Regards,
 Tom

Shawn

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Re: [rt-users] Extension CommandByMail

[Shawn M Moore]

On Thu, Sep 04, 2008 at 01:59:06PM -0300, Reginaldo Russinholi wrote:
 Hi all,
 
 I'm using RT 3.6.6 and I'd like to use the extension CommandByMail.
 
 Well, I downloaded the source and follow the instrunctions to install, 
 but I didn't understand in what file and in what part of that file I 
 have to put the CommandByMail configuration.
 
 Any help?

Hi Reginaldo,

The config for CommandByMail goes in your RT_SiteConfig.pm file. If
you're using the standard layout, it'll be in /opt/rt3/etc.

Shawn

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Re: [rt-users] Text::Template versions (was Re: [Rt-announce] RT 3.8.2 Released)

[Shawn M Moore]

On Thu, Jan 08, 2009 at 05:41:48PM +, Dominic Hargreaves wrote:
 On Wed, Jan 07, 2009 at 09:34:44AM -0500, Kevin Falcone wrote:
 
  * newer Text::Template which claims to have fixed the T:: cleanup,  
  otherwise
   scrips in batch stage may be delayed [sartak]
 
 I note you have declared a dependency on Text::Template 1.45.
 
 Examining the changes between Text::Template 1.44 (which is nearly 6
 years old) and 1.45 (released last year) I can't see a single code
 change. The only things that changes are the documentation, package
 metadata, version numbers, and test suite. There's also no changelog
 entry for 1.45 in the distribution.
 
 What am I missing? Could the dependency be relaxed to some other version
 of Text::Template? I can't see any particularly relevant entry in the
 T::T changelog, but I don't quite understand the above RT changelog
 entry either.
 
 Cheers,
 Dominic.

Hi Dominic,

Text::Template 1.44 had the important bugfix. From its README:

_scrubpkg, which was responsible for eptying out temporary
packages after the module had done with them, wasn't always
working; the result was memory-leaks in long-running
applications.  This should be fixed now, and there is a test
in the test suite for it.

When bumping a dependency I generally depend on the latest and greatest
for more bugfixes, documentation, etc.

You're right that in this particular case we could have depended on just
1.44, since 1.45 appears to have only very minor doc and test tweaks. If
you have 1.44 and upgrading a module is difficult, then I suppose you
could get away without upgrading it.

Shawn

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Re: [rt-users] Dashboard deleted but still send

[Shawn M Moore]

On Wed, Feb 04, 2009 at 01:53:11PM +0100, Alexander Bourgett wrote:
 Hello all,

Hi Alexander,

I tried reproducing the problem but couldn't. :(

 RT now started to send out this deleted dashboard daily per email and
 I'm not able to stop it doing so as it does not appear in Dashboard
 menu anymore.

When the email script detects a missing dashboard, it alerts the user
with a different email (using the 'Error: Missing dashboard' template).
Then the script deletes the subscription (since the user would have no
other way to disable that daily email).

If the dashboard isn't showing up in the menu, either you deleted it (in
which case RT should quickly stop mailing you about it) or you don't
have permission to see it. If you log in as root and check its
dashboards, is the rogue dashboard still there?

 I tried creating a new dashboard again with the same
 name as the deleted one and deleted this again.

Names aren't actually used for identifying dashboards, they're just used
for display. Internally, it's all id-based. :)

 Now I got the following error message, which is the first error I
 found in the logs regarding dashboard:
  
 [warning]: Unable to load dashboard 493 of subscription 494 for user root:
 Failed to load dashboard 493: Couldn't find row
 (/opt/rt3/sbin/rt-email-dashboards:120)

You should have also gotten a single email saying that the dashboard
with id 493 was missing. Did you?

Are you still getting messages about the original dashboard that was
created by root then deleted?

 Does anybody know what went wrong? Or is this a known bug?

This is the first news I've heard of this bug. I'd like to get to the
bottom of it!

 Thanks in advance.
 
 Kind regards
 Alexander Bourgett 

Shawn

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Re: [rt-users] dashboards

[Shawn M Moore]

On Mon, Feb 23, 2009 at 08:51:20PM -0800, Jo Rhett wrote:
 Dashboards are neat, but they suffer from some pretty severe  
 limitations in the scheduling department.
 
 1. Repeated schedule times -- how about at 8am, noon, and 4pm?   To do  
 this, I have to create three duplicate dashboards under three  
 different names.
 
 2. Useful schedule times.   In particular why not Mon-Fri as an  
 option?  Can I not have this on Tuesday and Thursday?

These are certainly valid things to want. I didn't get around to adding
complex subscription rules because it wasn't something we needed; the
simple rules that RT gives you today were already more than we needed.

I'd love to see these implemented, so if you can implement them well I'd
happily accept patches.

Shawn

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Re: [rt-users] force a dashboard report right now?

[Shawn M Moore]

On Tue, Feb 24, 2009 at 11:13:08PM -0800, Jo Rhett wrote:
 I'm trying to debug why dashboard mail isn't going out.
 
 I had some errors in rt.log related to graphviz until I found the  
 undocumented disableGraphViz set command and used it.  But now there  
 is no error ... just nothing.  No attempt to send mail.  Funny enough  
 -- if I delete a dashboard I do get e-mail saying that the dashboard  
 is no longer there.  But never the dashboard mail.
 
 Is there any way to get a dashboard e-mail done *NOW* instead of on a  
 given hour?   Every attempt forces me to back off and wait another  
 hour to see what's going wrong.  I'd love to say run my dashboard  
 RIGHT NOW so I could use ktrace on it to determine what is failing.   
 Please clue me in.

rt-email-dashboards has an --all option to ignore subscription date/time
constraints. Invoke it with --help to get more information. The --debug
and --verbose options will be helpful for you.

This isn't the first time I've heard of this failure mode so I'd be
happy to work with you to track it down. I wasn't able to reproduce it
myself.

Shawn

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Re: [rt-users] force a dashboard report right now?

[Shawn M Moore]

On Tue, Feb 24, 2009 at 11:41:36PM -0800, Jo Rhett wrote:
 On Tue, Feb 24, 2009 at 11:13:08PM -0800, Jo Rhett wrote:
 I'm trying to debug why dashboard mail isn't going out.
 
 I had some errors in rt.log related to graphviz until I found the
 undocumented disableGraphViz set command and used it.  But now there
 is no error ... just nothing.  No attempt to send mail.  Funny enough
 -- if I delete a dashboard I do get e-mail saying that the  
 dashboard  
 is no longer there.  But never the dashboard mail.
 
 On Feb 24, 2009, at 11:33 PM, Shawn M Moore wrote:
 rt-email-dashboards has an --all option to ignore subscription date/ 
 time
 constraints. Invoke it with --help to get more information. The -- 
 debug
 and --verbose options will be helpful for you.
 
 This isn't the first time I've heard of this failure mode so I'd be
 happy to work with you to track it down. I wasn't able to reproduce it
 myself.
 
 
 doh!  Sorry, I misread the --all syntax in help to mean something  
 different.  Anyway, I did figure it out:
 
 [Wed Feb 25 06:00:03 2009] [error]: Caught exception: mkdir /var/run/ 
 rt38/mason_data/obj/3583890391: Permission denied at /usr/local/lib/ 
 perl5/site_perl/5.8.8/HTML/Mason/Compiler/ToObject.pm line 107 (/usr/ 
 local/sbin/rt-email-dashboards:119)
 
 The problem was that the user I was running the dashboard under has no  
 ability to write to this directory.   The directory is created as  
 www:www 640.
 
 I know you guys just LOVE to run things as root, but I really prefer  
 to run with the most limited rights.   And I hate running these  
 scripts as the web server too, but that's all that seems to work given  
 the rights structure.  When I have time I'll be proposing some  
 alternatives to limit the necessary rights for RT ;-)

Just for your information, the email-dashboard script needs access to
run Mason components to be able to generate the dashboards. The script
renders the show dashboard page and emails that to users.

The show dashboard page, originally preview dashboard, was actually
created only to render a dashboard for email, but then we realized that
it was pretty handy on its own.

Shawn

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Re: [rt-users] restrict setting status to resolved

[Shawn M Moore]

On Thu, Apr 02, 2009 at 05:21:16PM -0700, Tom Lahti wrote:
 Now, how to get at the old value instead of hard-coding open.

$self-TransactionObj-OldValue

Shawn
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Re: [rt-users] why is RTFM demanding CPAN?

[Shawn M Moore]

On Tue, Jul 28, 2009 at 05:03:20PM -0700, Jo Rhett wrote:
 On Jul 28, 2009, at 4:14 PM, Hans Dieter Pearcey wrote:
 http://search.cpan.org/~adamk/Module-Install-0.91/lib/Module/AutoInstall.pm
 
 Documentation.
 
 
 Hm.  And when I google the module this link isn't on the first page of  
 30 results.

I googled for Module::AutoInstall and it was the very first hit. It's a
different URL but it gets you to the same place.

 I'm sorry, but read the docs is a pretty nasty reply if the docs  
 aren't anywhere one would expect to find them.

Module::Install strips its own documentation from the bundled copy to
save space.

Shawn

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Re: [rt-users] Sort dashboards in a custom or pre-defined order ?

[Shawn M Moore]

On Thu, Oct 15, 2009 at 09:26:50AM +0200, Emmanuel Lacour wrote:
 On Wed, Oct 14, 2009 at 06:47:19PM -0400, David wrote:
  Hi,
  
  I've created several dashboards and I would like to sort them in a
  particular way (alphabetical or other).
  
  However, it seems that by default, they are sorted by creation (by
  their unique ID).
  
 
 there is no configuration for this, you have to modify
 share/html/Dashboards/index.html:
 
 line like this:
 
  Dashboards = [sort { $a-Id = $b-Id } @{ $dashboards-{personal} || [] 
 }],
 
 you can replace $a-Id with $a-Name for example.

I just added a MassageDashboards callback to
share/html/Dashboards/index.html so in future versions of RT, users will
not have to edit the template. See commit 0c6959ab9ad.

Shawn

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Re: [rt-users] RT doesn't send HTML emails

[Shawn M Moore]

On 09/12/15 11:51, Nicolas GUIOT wrote:
 Hi,
 
 On a brand new setup( 3.8.4, DB migrated from 3.6.1), I was hoping to have 
 email sent in HTML format, but it's not the case.
 
 I do have Set($PreferRichText, 1); in RT_SiteConfig.pm, but that doesn't 
 solve my problem.
 
 I can see the WYSIWYG editor, tickets show with  font/colors etc.. in the 
 GUI, but emails are still plain text.
 
 Do I have something else to configure ?
 
 Thanks in advance

Hi Nicolas,

RT's templates are plaintext. If you want HTML versions of the
templates, you'll have to write them yourself. There may be useful
examples on the wiki.

In your RT distribution there's a file called docs/templates.pod with
more information about HTML templates.

That documentation also says We welcome contributions of HTML-ization
of builtin templates. As far as I know we have had no such
contributions! :)

Shawn
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Re: [rt-users] RTx::WorkflowBuilder - unable to run rt-workflow

[Shawn M Moore]

On 09/12/15 14:37, Samarco, Paul wrote:
 /opt/rt3/local/plugins/RTx-WorkflowBuilder# bin/rt-workflow --create
 TestQueue TestQueue-Approval
 Can't locate RTx/WorkflowBuilder.pm in @INC (@INC contains: /etc/perl
 /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5
 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10
 /usr/local/lib/site_perl .) at bin/rt-workflow line 5.
 BEGIN failed--compilation aborted at bin/rt-workflow line 5.

The error message lists your @INC paths; your RT library path is not
included. Does the following work any better for you?

PERL5LIB=/opt/rt3/lib:$PERL5LIB bin/rt-workflow --create TestQueue
TestQueue-Approval

Shawn
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Re: [rt-users] UpdateCc, clickable addresses bug?

[Shawn M Moore]

On 12/21/09 12:15 PM, BÁLINT Bekény wrote:
 Looking at the patch now that it's a unified diff, I think we probably
 want to be escaping the ' rather than killing it.   Does \\' work as a
 replacement string?
 
 
 
 Yes, it works.
 
 --
 Bekeny
 

Thanks Bekény, applied to 3.8 as cf29b12.

Shawn
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Re: [rt-users] Description of new privileges

[Shawn M Moore]

-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
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Re: [rt-users] Description of new privileges

[Shawn M Moore]

-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

On 1/14/10 4:23 PM, Ken Crocker wrote:
 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?

Not quite. We have documentation about dashboards at:

http://blog.bestpractical.com/2009/02/rt-38-tutorial-dashboards.html

http://wiki.bestpractical.com/view/ManualDashboards

If you still have questions after reading these, I'd be happy to answer
them.

 Kenn
 LBNL

Shawn
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Re: [rt-users] Requester dashboard

[Shawn M Moore]

(4/1/10 12:03 PM), Will Gregorian wrote:
 I’ve been trying to figure out why my user’s dashboard won’t display any
 of the open/closed tickets in RT 3.8.7. 

Can you confirm that the user can see the tickets outside of the
dashboard? I just want to make sure this is problem with dashboards
themselves.

 I’m supposedly going to have to
 assign the following rights to the groups, but, I don’t see the “Email”
 group anywhere. Do I need to create it? Any pointer would be appreciated. 

The SubscribeDashboard right is for users. Either a user has
SubscribeDashboard or they don't, there's no further granularity. It
also has no bearing on the web interface (other than showing/hiding the
Subscription tab), so this is not the problem.

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Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT 3.8.8 and Calendar Extension

[Shawn M Moore]

On 10/11/30 13:55, Susan McClure wrote:

I am installing RT 3.8.8 and the RTx-Calendar 0.07
extension.  I am not sure exactly what it is supposed
to do or how it should look. The README references
a site that no longer exists
(http://gaspard.mine.nu/dotclear/index.php?tag/rtx-calendar)

Does anyone have any experience with using it they would
care to share, or any other reference information about
its use?

Thanks


I've just now pushed a new release of this module, coincidentally, to 
fix a bug that was reported against it this morning: 
https://rt.cpan.org/Ticket/Display.html?id=63469


I've also removed the dead link. :)

Shawn

Re: [rt-users] Tracking down rogue dashboard subscriptions

[Shawn M Moore]

On 10/12/16 11:29, Francis L Fabrizio wrote:

Content of attribute #91: $VAR1 = {
   'ContentType' =  'storable',
   'Content' =  {
  'Frequency' =  'never',
  'Recipient' =  '',
  'DashboardId' =  '70',
  'Hour' =  '06:00',
  'Dom' =  '1',
  'Rows' =  '0',
  'Fow' =  '1',
  'Counter' =  24,
  'Dow' =  'Monday'
},
   'Description' =  'Subscription to dashboard 70',
   'Name' =  'Subscription',
   'ObjectId' =  '52',
   'ObjectType' =  'RT::User'
 };


That looks correct, rt-email-dashboards should be skipping the 
subscription if the frequency is never. Hm. Can you produce the 
crontab entry for rt-email-dashboards? Perhaps it mistakenly has --all 
in its options, which always issues mail for dashboard subscriptions 
regardless of their frequency.


Shawn

Re: [rt-users] Tracking down rogue dashboard subscriptions

[Shawn M Moore]

On 10/12/17 11:42, Francis L Fabrizio wrote:

To first answer Kevin's question, yep that's the only record that is returned 
when doing select * from Attributes where Name = 'Subscription';

The crontab entry is:

0 * * * * /usr/local/rt/sbin/rt-email-dashboards

Thanks,
Fran


Can you turn up your log level to debug and run 
/usr/local/rt/sbin/rt-email-dashboards with the --time argument needed 
to hit your 6am dashboard time? You can figure out the right argument 
with this script, replacing America/New_York with your time zone:


perl -MDateTime -e 'print DateTime-now(time_zone = 
America/New_York)-set_hour(6)-set_time_zone(UTC)-epoch'


Shawn

Re: [rt-users] Tracking down rogue dashboard subscriptions

[Shawn M Moore]

On 10/12/20 9:05, Francis L Fabrizio wrote:

I ran the following command (figured out you meant --epoch, not --time  :-)


My bad. Internally the code uses time instead of epoch.


# /usr/local/rt/sbin/rt-email-dashboards --debug --epoch 1292849980
Using time Mon Dec 20 06:59:40 2010
Sending email from helpd...@cas.uab.edu
[snip other users]
Checking fabrizio's subscriptions: hour 06:00, dow Monday, dom 20
Checking against subscription with frequency never, hour 06:00, dow Monday, dom 
1
[snip other users]
#

I could not trick it into sending the subscription.  However, it did send it to 
me at 6am this morning, as it has been every morning.

I notice that the debug output seems to think the subscription is only for dom 
1.  Yet I still get it every morning.


The dow and dom attributes only apply when the subscription is weekly or 
monthly. But your subscription is never so they don't apply.


I'm especially stumped now that you can't get it to send you mail even 
though you're running rt-email-dashboards manually. Can you change your 
subscription in RT -- especially the hour -- to see if that affects the 
dashboard mail you shouldn't be getting?


Are you comfortable with forwarding me personally a copy of the 
dashboard email (sar...@bestpractical.com) after removing identifying 
information?


Thanks,
Shawn

Re: [rt-users] Tracking down rogue dashboard subscriptions

[Shawn M Moore]

On 10/12/22 8:17, Francis L Fabrizio wrote:

I changed the subscription time to 7am (keeping the frequency at never), and 
still got the mail... at 6am!



All signs point to you having another subscription (though we seem to 
have ruled that out) or, like Ken Crocker guessed, a second RT instance 
(or just rt-send-dashboards cronjob) running.


Not sure what to tell you, unfortunately. I don't see any way these 
symptoms could be caused by an ordinary bug in the dashboard code.


If you do figure it out please follow up because I'm curious and would 
like to better diagnose this situation in the future. This thread has 
already prompted some improvements to dashboard diagnostics, so thanks. :)


Shawn

Re: [rt-users] Peg the dashboards to system menu (on the left) or top menu?

[Shawn M Moore]

On 11/01/24 12:05, Peter Boguszewski wrote:

We would love to be able to quickly go back to our dashboards from
within a ticket but when you go into a an individual ticket the list of
dashboards go away from the top menu. Is there a quick modification to
allow us to keep the list of dashboards on the left menu or the top menu?


In RT 4, we've added dashboards to the main nav menu in the new 
aileron theme so you can access dashboards from any page in RT.


http://grab.by/grabs/86bf2a302c39b49634763ece38a2dff7.png

In 3.x, your best bet is probably to write a callback in 
/Elements/Tabs/Defaults to add dashboards to toptabs. There's no config 
option or anything, you'll have to get your hands into Perl.


Shawn

Re: [rt-users] Dashboards : On the Home Page, no subscription is displayed when using Monday-Friday

[Shawn M Moore]

(11/02/08 12:38), Gerard FENELON wrote:

Hi

it is possible someone has already reported this
but I did not find by a quick check on iss...@bestpractical.com.

when I select Frequency = Monday through Friday
for a subscription to a Dashboard
then I see None on the Home page Dashboard widget
in the Subscription column

See the attached screen capture,
the 2 middle dashboards have Monday-Friday subscription

The following patch seems to correct the issue

--- share/html/Dashboards/Elements/ShowSubscription 2010-12-31
13:53:47.0 +0100
+++ local/html/Dashboards/Elements/ShowSubscription 2011-02-08
18:25:40.0 +0100
@@ -71,5 +71,8 @@
elsif ($freq eq 'daily') {
$frequency = loc(daily at [_1], $hour);
}
+ elsif ($freq eq 'm-f') {
+ $frequency = loc(Mon-Fri at [_1], $hour);
+ }
}
/%INIT


Regards
Gerard



Gerard,

Thanks for your bug report and patch. I've applied the fix to master.

Shawn

Re: [rt-users] How to create RT at a glance widget

[Shawn M Moore]

(11/02/27 16:33), John Alberts wrote:

I’m not sure what these are actually called. I’m referring to the
components that you can put on your RT at a glance page, such as saved
searches, calendars.


I saw that Ruslan already addressed your need but to answer this 
question: these widgets are called portlets and the wiki has some 
documentation for them.


http://requesttracker.wikia.com/wiki/WritingPortlets

Shawn

Re: [rt-users] Help with Dashboards

[Shawn M Moore]

(11/03/01 12:49), Kenneth Crocker wrote:

I was wondering, what RT Tables contain Dashboards info and what are the
connections/relationships?


How dashboards and subscriptions are stored in the database is something 
I want to fix for 4.2 but this information is valid for 3.8 and 4.0.



Dashboards were modeled off saved searches, so they have a lot of 
structure in common - namely, RT::SharedSetting. Like saved searches, 
dashboards have a privacy which lets you control which user or group 
can interact with the dashboard. Global dashboards have a privacy of 
RT::System. The dashboard is saved as an attribute on the user or group 
(or RT::System) corresponding to the privacy. Dashboards have a Name and 
the interesting bit is the Content which is a hashref of pane name to 
portlets. Dashboards are not inherently aware of subscriptions at all.


Dashboard subscriptions are stored again as attributes on the 
subscribing user (note that groups cannot subscribe to a dashboard). 
They have attributes like DashboardId, Frequency, and Recipient. When we 
generate dashboard mail we look through subscriptions which point to 
dashboards. If a dashboard has vanished (due to being deleted or 
changing privacy to something the subscriber can no longer see) then we 
generate the missing dashboard mail you saw.


Unfortunately attributes don't have actor metadata so it's not easy to 
find out who created a dashboard or subscription.



In the future, I want to give dashboards and subscriptions their own 
table, and permit multiple subscriptions by one user to a dashboard so 
that you can have whatever scheduling you need, such as every Monday and 
Thursday, or the 1st and 15th of the month, etc.


If you have other specific questions fire away :)

Shawn

Re: [rt-users] Subscription of Dashboard and Outlook

[Shawn M Moore]

(11/03/24 12:55), Jon Baker wrote:

I spent yesterday going on and on with our project manager about how wonderful 
the dashboard subscriptions are,


:D


and so we set up her RT account to send her a daily dashboard e-mail.  However, 
when she got the e-mail, it looks terrible - in mine, it looks all pretty like 
the RT home page, but in hers the blue background is overwhelming with every 
other line in the list as white.  I finally concluded that the most likely 
issue is that she is using Outlook (I am using Mac Mail).



I know Outlook is horrible with html e-mail support, but I'm a bit surprised 
that this occurred and that I can't find anything in the archives referencing 
it.  Is there either;


I'm also surprised this is the first time that has come up. 
Unfortunately I don't have any solution ready for you.



a) A patch that modifies the outgoing e-mail to work with the limited Outlook 
html support or,


I haven't seen anything like that.


b) A way to send the dashboard e-mails as plain text instead of html?


I want to add this feature ( 
http://issues.bestpractical.com/Ticket/Display.html?id=12587 ) but 
unfortunately there's nothing that converts HTML to plaintext that both 
works well and that we can ship with RT.


I even have a branch in the code with everything done except actually 
calling whatever function to downgrade HTML to plaintext.



Thanks!


Shawn

Re: [rt-users] Subscription of Dashboard and Outlook

[Shawn M Moore]

(11/03/24 13:53), Jon Baker wrote:

Sure thing, Thomas,

Here's a screenshot:

http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png


That looks pretty bad, but is admittedly not as bad as I thought it 
would look.


Which version of Outlook is this?

Shawn


On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote:


On 24 Mar 2011 12:55, Jon Baker wrote:

I spent yesterday going on and on with our project manager about how wonderful 
the dashboard subscriptions are, and so we set up her RT account to send her a 
daily dashboard e-mail.  However, when she got the e-mail, it looks terrible - 
in mine, it looks all pretty like the RT home page, but in hers the blue 
background is overwhelming with every other line in the list as white.  I 
finally concluded that the most likely issue is that she is using Outlook (I am 
using Mac Mail).


Jon,

It'd be really useful to see a screenshot here as an example of what's
actually going wrong.  Your conclusion is likely correct, but it'd be
good to see the problem to confirm.

Thomas


I know Outlook is horrible with html e-mail support, but I'm a bit surprised 
that this occurred and that I can't find anything in the archives referencing 
it.  Is there either;

a) A patch that modifies the outgoing e-mail to work with the limited Outlook 
html support or,
b) A way to send the dashboard e-mails as plain text instead of html?

Thanks!

Re: [rt-users] Subscription of Dashboard and Outlook

[Shawn M Moore]

(11/03/24 14:37), Andres Bodhert wrote:

Hey John, I found out about that same issue as well. However when I upgraded to 
Office 2010 on my PC, outlook displays a bar stating that to correctly view 
this email I should click on it so it can open it up in the browser.  Then it 
looks like it should. Im pretty sure the email isn't pulling the CSS correctly 
from the web server or something like that.


The email is the same regardless of what mail client you're using. We 
inline everything (CSS and images) for you, otherwise you might have to 
teach your mail client how to authenticate against your RT server and 
that would be a pain in the neck.


The real problem is that Outlook's rendering engine can't handle the 
complicated HTML and CSS that we use for search results. This is why it 
gives you a link to view the page in a browser.


Shawn


Regards,
Andrés


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Baker
Sent: Thursday, March 24, 2011 1:53 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Subscription of Dashboard and Outlook

Sure thing, Thomas,

Here's a screenshot:

http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png

On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote:


On 24 Mar 2011 12:55, Jon Baker wrote:

I spent yesterday going on and on with our project manager about how wonderful 
the dashboard subscriptions are, and so we set up her RT account to send her a 
daily dashboard e-mail.  However, when she got the e-mail, it looks terrible - 
in mine, it looks all pretty like the RT home page, but in hers the blue 
background is overwhelming with every other line in the list as white.  I 
finally concluded that the most likely issue is that she is using Outlook (I am 
using Mac Mail).


Jon,

It'd be really useful to see a screenshot here as an example of what's
actually going wrong.  Your conclusion is likely correct, but it'd be
good to see the problem to confirm.

Thomas


I know Outlook is horrible with html e-mail support, but I'm a bit
surprised that this occurred and that I can't find anything in the
archives referencing it.  Is there either;

a) A patch that modifies the outgoing e-mail to work with the limited
Outlook html support or,
b) A way to send the dashboard e-mails as plain text instead of html?

Thanks!


--
Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to 
legal privilege.  If you are not the intended recipient of this message, you 
may not review, disclose, print, copy or disseminate this information. If you 
have received this in error, please reply and notify the sender (only) and 
delete the message. Unauthorized interception of this e-mail is a violation of 
federal criminal law.

Re: [rt-users] Subscription of Dashboard and Outlook

[Shawn M Moore]

(11/03/24 14:42), Jon Baker wrote:

Thanks for the comments, Andres,

Unfortunately that's not going to be an acceptable solution, as the reason 
we're wanting to use this feature is to make it reealy easy for this person 
to see their ticket list.  Even having that extra click would defeat what we're 
trying to accomplish.  Obviously they didn't notice that message when they 
opened it initially.

So, is there any way I can send the dashboard as a text-only e-mail?


As I said in my other reply to you:

I want to add this feature ( 
http://issues.bestpractical.com/Ticket/Display.html?id=12587 ) but 
unfortunately there's nothing that converts HTML to plaintext that both 
works well and that we can ship with RT.


I even have a branch in the code with everything done except actually 
calling whatever function to downgrade HTML to plaintext.


So: no, but I would love it, and I've wanted it ever since the first 
dashboard email was generated.



Or a place that I can define how the html code looks myself?


Dashboards use RT's results-as-table templates directly, so you'd have 
to look into paring that down.


One hook you get to manipulate this stuff is the config option 
@EmailDashboardRemove, which is a list of regular expressions that will 
be used to remove content from dashboard email before sending it out. 
I'm skeptical that you'll be able to get something that Outlook will 
render well, though.


A coworker pointed out that perhaps removing the blue background might 
be good enough.


Shawn



On Mar 24, 2011, at 1:37 PM, Andres Bodhert wrote:


Hey John, I found out about that same issue as well. However when I upgraded to 
Office 2010 on my PC, outlook displays a bar stating that to correctly view 
this email I should click on it so it can open it up in the browser.  Then it 
looks like it should. Im pretty sure the email isn't pulling the CSS correctly 
from the web server or something like that.

Regards,
Andrés


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jon Baker
Sent: Thursday, March 24, 2011 1:53 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Subscription of Dashboard and Outlook

Sure thing, Thomas,

Here's a screenshot:

http://files.jdavidbaker.com/uploads/3c93e/bdd17f.png

On Mar 24, 2011, at 12:33 PM, rt-users-requ...@lists.bestpractical.com wrote:


On 24 Mar 2011 12:55, Jon Baker wrote:

I spent yesterday going on and on with our project manager about how wonderful 
the dashboard subscriptions are, and so we set up her RT account to send her a 
daily dashboard e-mail.  However, when she got the e-mail, it looks terrible - 
in mine, it looks all pretty like the RT home page, but in hers the blue 
background is overwhelming with every other line in the list as white.  I 
finally concluded that the most likely issue is that she is using Outlook (I am 
using Mac Mail).


Jon,

It'd be really useful to see a screenshot here as an example of what's
actually going wrong.  Your conclusion is likely correct, but it'd be
good to see the problem to confirm.

Thomas


I know Outlook is horrible with html e-mail support, but I'm a bit
surprised that this occurred and that I can't find anything in the
archives referencing it.  Is there either;

a) A patch that modifies the outgoing e-mail to work with the limited
Outlook html support or,
b) A way to send the dashboard e-mails as plain text instead of html?

Thanks!


--
Jon Baker
Systems Administrator
Church on the Move
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656




CONFIDENTIALITY NOTICE: This transmission may be confidential and subject to 
legal privilege.  If you are not the intended recipient of this message, you 
may not review, disclose, print, copy or disseminate this information. If you 
have received this in error, please reply and notify the sender (only) and 
delete the message. Unauthorized interception of this e-mail is a violation of 
federal criminal law.

Re: [rt-users] Subscription of Dashboard and Outlook

[Shawn M Moore]

(11/03/24 18:02), Christian Loos wrote:

How about loading a special css file when you generate the dashboard
email. This css file can be empty by default so you only have to put a
file within the local path where you can tweak the styles.



You can do this using the Head callback in /Elements/Header. Inspect $m 
for the path (/Dashboards/Render.html) and request args (!Preview).



-Chris

Am 24.03.2011 19:53, schrieb Shawn M Moore:

The email is the same regardless of what mail client you're using. We
inline everything (CSS and images) for you, otherwise you might have to
teach your mail client how to authenticate against your RT server and
that would be a pain in the neck.

The real problem is that Outlook's rendering engine can't handle the
complicated HTML and CSS that we use for search results. This is why it
gives you a link to view the page in a browser.

Shawn

Re: [rt-users] Allow complete Domain access to RT

[Shawn M Moore]

(11/03/25 6:32), Lars Reimann wrote:

Hey all,

just a little question before the weekend:

Does RT support the possibility to grant everyone sending email from a
specific domain (e.g. *@example.org) the right to post to a specific queue?


Yes, using trivial mail filtering.


In my opinion this could be a minor security risk using forged sender
addresses.

Btw, can you think of, or have in place any other protection mechanisms
to prevent acceptance of forged sender addresses?


RT supports GnuPG pretty well. perldoc lib/RT/Crypt/GnuPG.pm has a lot 
of information about it.



greetings,
l.r.

Re: [rt-users] Dashboard Reports (Format Question)

[Shawn M Moore]

(11/03/29 14:50), Brian Thompson wrote:

Hi,


We are currently (successfully) receiving Dashboard reports via 
rt-email-dashboards.


My question if anyone knows is:


Can the resulting emailed reports be configured to eliminate their blue 
backgrounds?  If so, how?


Dashboards are generated by /Dashboards/Render.html when Preview is 0. 
You could use the Head callback in /Elements/Header adding { background: 
none } CSS if the path and arg match.




Thank you,


--Brian--

Re: [rt-users] firefox4 textbox missing

[Shawn M Moore]

(11/03/30 8:22), Brian Dial wrote:

since upgrading to firefox4, when you try to reply to a ticket through the web 
interface, the textbox for Message does not show.  The area is there for it but 
theres no box to type in.  seeing this in ff4 on linux  win7.  didn't find any 
other messages on this list about it, is anyone else running ff4 and seeing this 
behavior?


I'm using Firefox 4.0 on OS X 10.6.7 against both RT4.0.0-rc7 and 
RT3.8.8. I do see the message box with either value for the WYSIWYG 
message composer preference.


Could you tell us which version of RT you're using?

Shawn

Re: [rt-users] Set Dashboard Subscription to run 4 time per day?

[Shawn M Moore]

(平成23/05/02 13:25), sharon.belliv...@frb.gov wrote:


Hello -

I've searched for this in past messages to no avail. Can one set a
subscription to the same dashboard to multiple times per day, say 10:00am,
11:00am, 1:00pm and 2:00pm on Monday -Friday? I am able to subscribe at one
time slot per day. This dashboard lists the tickets owned by Nobody.

Thank  you -


RT does not yet support multiple subscriptions to a dashboard for one 
user. I know it's something people need, so I hope to add this feature. 
It needs a lot of code churn so I haven't had time to make it happen.



Sharon Belliveau
Federal Reserve Board


Shawn

Re: [rt-users] Help with validate code

[Shawn M Moore]

(平成23/05/10 16:19), Kenneth Crocker wrote:

Shawn,

I enter (without the quotes) 05/02/2011 03:29. There is a blank
between 2011 and 03:29.

I don't see why it doesn't like it?


Your regex is buggy.

perl -le '05/02/2011 03:29 =~ qr{(?#Date mm/dd/ 
hh:mm-military)^((0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1])\/([1-2][0-9][0-9][0-9]) 
(0[0-9]|1[0-4]):(0[0-9]|1[0-9]))?$}; print $'


prints nothing, which means it didn't match. Your minute part will only 
match 00-19. 1[0-9] should probably be [1-5][0-9]

Re: [rt-users] RT 4.4.0: Bulk Update doesn't offer "Select date" CFs

[Shawn M Moore]

Hi Kevin,

> On Jul 20, 2016, at 23:31, Kevin Buckley 
>  wrote:
> 
> So, two days after I upgraded to 4.4.0, I see that 4.4.1 is out
> and, in the Changelog, I read:
> 
>   * Hint to the user that not all CF types are supported by bulk update,
>instead of silently excluding them (I#15259)
> 
> however, I didn't get any hints about those date fields.

I'm afraid your report of custom field grouping being dropped from bulk update 
didn't make it in time for the 4.4.1 release; we'll get that fixed up in 4.4.2. 
I've created a ticket for this:

https://issues.bestpractical.com/Ticket/Display.html?id=32198 


> Then again, perhaps the Changelog entry itself the "hint" ?

Ouch :/ We strive to be better than _that_!

In case you're curious about what we did change, see the following screenshots 
for how we've improved bulk update (both ticket and asset) for custom fields 
between 4.4.0 and 4.4.1.

http://paste.sartak.org/rt-4.4.0-cf-bulk.png 


http://paste.sartak.org/rt-4.4.1-cf-bulk.png 


Thanks,
Shawn


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Re: [rt-users] RT 4.4: Leftover RTx Tables in DB

[Shawn M Moore]

Hi Kevin,

> On Jul 18, 2016, at 23:56, Kevin Buckley 
>  wrote:
> Can I just bin the (two ?) RTx tables ?
> 
> RTxAssets
> RTxCatalogs
> 
> or are there "things to look out for" ?

You can indeed get rid of those tables. We keep them around during the 
automatic upgrade scripts in an abundance of caution.

> Kevin M. Buckley

Thanks,
Shawn


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Re: [rt-users] Pgsql... customroles does not exist

[Shawn M Moore]

> On Jul 19, 2016, at 10:52, pathiaki2 via rt-users 
>  wrote:
> Hi,

Hi Paul,

> Yes, I don't see it in the database tables at all.  I have to assume that I 
> missed a database upgrade script for PostgreSQL when I migrated.  However, I 
> can't seem to find it.  Or, is there a pgsql command that I run to create the 
> new tables?

The CustomRoles table is created by the 4.3.12 upgrade step (specifically, the 
file schema.Pg). You can inspect which upgrade steps you've run by visiting 
Admin -> Tools -> System Configuration then scrolling down to "RT upgrade 
history".

> Thank you,
> 
> Paul

Best,
Shawn


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Re: [rt-users] Charts not being displayed in Dashboard

[Shawn M Moore]

> On Jul 18, 2016, at 02:06, John Habermann  wrote:
> 
> Hi

Hi John,

> I can't seem to get charts to display in my dashboards even though they 
> display fine individually. […]

This issue is fixed in RT 4.4.1, which is currently in release candidate phase.

As a workaround, if you click the Update Chart button at the bottom of the page 
and save it again, it should subsequently show up on dashboards.

> Thank you

Thanks,
Shawn



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[rt-users] [rt-announce] RT for Incident Response 4.0.0 released

[Shawn M Moore]

RTIR 4.0.0 - 2016-07-20
===

We're very excited to announce the availability of RTIR 4.0.0: the first
release for the next major version of RTIR. We have completely rearchitected
RTIR queues in order to significantly improve RTIR's flexibility and
performance. As this is a new major version number, with many changes
throughout the entire system, we urge you to carefully test your
configuration and customizations. Additionally, RTIR 4.0.0 is the first
release of RTIR compatible with RT 4.4. 

A quick note on the version number: while this next version of RTIR was
under development, we had naturally labelled it RTIR 3.4. However, to
reflect the significant architectural changes we made for constituencies and
multiple queues, we decided to give this release a new major version number.
If you're looking for the version of RTIR compatible with RT 4.4, RTIR 4.0
is it!

If you are also upgrading to RT 4.4, be sure to also read its
documentation, available at
https://docs.bestpractical.com/rt/4.4/UPGRADING-4.4.html

https://download.bestpractical.com/pub/rt/release/RT-IR-4.0.0.tar.gz
https://download.bestpractical.com/pub/rt/release/RT-IR-4.0.0.tar.gz.asc

SHA1 sums

b660855cd7467cad1fec60b4050437dacb77cb91  RT-IR-4.0.0.tar.gz
f0d9051b250e1d29570e64cd8c6d78310aeb7f64  RT-IR-4.0.0.tar.gz.asc


A list of the major new features in RTIR 4.0.0 is included below. We'll be
describing and demoing these new features in a series of blog posts on
https://bestpractical.com/blog/ in the coming weeks.

 - Shawn M Moore, for Best Practical


  * The constituency system has been completely redesigned from the ground
up. Don't worry, your existing constituencies will be migrated as part
of the upgrade. Now constituencies get a full-fledged queue for each
stage of the incident response workflow (one for each of reports,
incidents, investigations, and countermeasures). This lets constituency
queues tap into much more of RT's flexibility around custom fields,
watchers, scrips, etc. This addresses many longstanding limitations
around the previous constituency queue design, and significantly
improves performance as well.

  * You may now have multiple queues for each type of RTIR queue:
multiple Incident Report queues, multiple Incident queues, etc. Each of
these queues may have its own custom fields, watchers, permissions,
scrips, templates, and so on. We're excited to hear about how you make
use of this new flexibility.

  * If a user has permissions to work with multiple constituencies, it is
now possible to limit RTIR's web interface to a single constituency
by clicking a link from the new "Work with constituency" box on the RTIR
homepage.

  * Blocks have been renamed to Countermeasures to reflect their more
generic use case.


There were many, many changes throughout RTIR to support these major new
features. Here is an abbreviated list of additional changes:

General user UI
  * The main navigation menu for RTIR has been rearranged; RT's menus have
been moved to underneath the RT heading.
  * Maintain message format when launching an Investigation (I#30786)
  * IPs, email addresses, etc which are annotated with buttons in messages
now look like buttons (I#31259)
  * Clean up the visual design of the Lookup tool page
  * Make the blue header bar darker to hint you're within RTIR (I#31297)
  * It is currently no longer possible to simultaneously launch an
Investigation on the Incident creation page due to the new architecture
  * Fix lowercase lifecycle display names on Lookup tool
  * Fix grammar error in Lookup tool
  * Improve support for infinite scroll (I#32137)
  * Fix broken attachment download links under infinite scroll (I#32084)
  * Suppress lookup and other RTIR auto linking in SelfService (I#31868)
  * Avoid error when all queues of a type are disabled
  * Avoid double concatenation of ?id=X on txn anchors
  * Allow users to set SLA on create, view the value, and update (I#32167)
  * Fix Search Builder submit for non-root WebPath

Command-line
  * add_constituency now produces less output in the ordinary case, but if
you want to see every change it makes, you can pass the new --verbose flag

Mail
  * X-RT-Mail-Extension no longer sets constituency; instead you can now use
ordinary RT features to filter incoming mail into the correct queue

Web Administration
  * DutyTeams now have the ForwardMessage right by default
  * Different queues may now have a different default whois server,
controlled by the "RTIR default WHOIS server" custom field

Server Administration
  * $MaxInlineBody's default has changed from unlimited, which can cause
performance issues, to 25kb
  * Bail out from `make initdb` early if RT::IR isn't in Plugins (I#31961)
  * Update required RT version from 4.4.0 to 4.4.1 (I#32093)

Developer
  * Many of the methods in RTIR's codebase now produce explicit return
 

[rt-users] [rt-announce] RT 4.4.1 released

[Shawn M Moore]

RT 4.4.1 -- 2016-07-20
==

We're pleased to announce the availability of RT 4.4.1. This release
addresses several bugs in RT 4.4.0 and also adds a few small but important
features.

The list of new features is included below, followed by bugfixes.

https://download.bestpractical.com/pub/rt/release/rt-4.4.1.tar.gz
https://download.bestpractical.com/pub/rt/release/rt-4.4.1.tar.gz.asc

SHA1 sums

a3c7aa5398af4f53c947b4bee8c91cecd5beb432  rt-4.4.1.tar.gz
ae0308287bf1c42d2a3fe0a429f4c8715d15599d  rt-4.4.1.tar.gz.asc


 - Shawn M Moore, for Best Practical


New features

  * Administrators and users can now choose to place signatures above
the quoted message in replies (RT_Config setting
"SignatureAboveQuote" and the similarly named user preference). This
also improves the specific spacing between quotes and signatures in
all configurations. (I#31877)

  * Users may now choose to suppress dashboard email when all of its
searches have no results. This is controlled by the new "Suppress if
empty" checkbox on the subscription page. (I#30078)

  * The Dashboard subscription recipient options have been greatly
expanded from a single text field (which happened to support multiple
email address separated with a comma) to a robust user/group search.

  * Users may now select a specific language for each dashboard email
subscription. Administrators can customize the method by which
dashboard email language is chosen (including specifying an ultimate
fallback other than English) with the @EmailDashboardLanguageOrder
RT_Config option.

  * The "hide unset fields" preference now also hides unset custom
fields, obsoleting RT::Extension::CustomField::HideEmptyValues.
Additionally there is now a toggle button at the top right of the
ticket display page for quickly toggling whether unset fields are
hidden or shown. (I#31523)

  * There is a new SetInitialCustomField right that permits setting
custom field values on records (tickets, assets, articles) while you
are creating them. It does not permit modifying custom field values
of existing records. Users with SetInitialCustomField but without
ShowCustomField will still be able to specify a custom field value
at create time but not see it afterwards. (I#14974)

  * Administrators and users can now choose to display queue dropdowns
as an autocomplete field (RT_Config setting "AutocompleteQueues"),
much like is available for Owners. If your RT instance has many
queues this option improves performance and usability. (I#31291)

  * New config for hiding time worked, time estimated, and time left
from unprivileged users in the self-service interface (RT_Config
setting "HideTimeWorkedForUnprivilegedUsers"). This also adds a hook
point RT::Ticket::CurrentUserCanSeeTime for further
customization. (I#31302)

  * Long attachment lists can now be truncated to show only the X newest
attachments, with an AJAX "Show all" link, (RT_Config setting
"AttachmentListCount"). This should improve the performance and
usability of both ticket display and ticket reply pages.

General user UI
  * Eliminate console errors from Preview Scrip Recipients panel when there
are no recipients
  * Avoid URL length errors from Preview Scrip Recipients panel when the
messagebox has lots of content (I#31874)
  * Include MessageBoxRichText in JavaScript config to fix compatibility
for RT::Extension::QuoteSelection
  * Support autocomplete custom fields in bulk update (I#15259)
  * Hint to the user that not all CF types are supported by bulk update,
instead of silently excluding them (I#15259)
  * Exclude One-Time Cc and One-Time Bcc addresses from
squelching (I#31386)
  * Restore behavior of $EditCustomFieldsSingleColumn config (I#18555)
  * Improve "reuse existing attachments" UI to match existing
attachments UI (I#31709)
  * Improve ticket timer text-overflow styling (I#31713)
  * Switch from generating an explicit list of statuses to Status =
'__Active__' and Status = '__Inactive__' throughout the UI, both
improving performance and simplifying TicketSQL queries (I#31695 etc)
  * Switch queue search from queue ID to queue name for better usability
  * Fix keyboard shortcut ? command in self-service UI (I#31535)
  * Support / keyboard shortcut in self-service UI
  * Add ticket SLA to display columns for search results (I#31831)
  * Modernize UI of Articles display and modify
  * Display creator, created, and updated metadata on Articles pages
  * Fix searching for people associated with Assets (I#31546)
  * Support 4.4 attachment uploader in self-service UI (I#31845)
  * Fix bulk update check/clear all checkboxes (I#31667)
  * Fix poor rendering of "create [relationship] ticket in [queue]" when
there are no existant links (I#31871)
  * Fix a regres

[rt-users] [rt-announce] RT 4.2.13 released

[Shawn M Moore]

RT 4.2.13 -- 2016-07-20
===

We're pleased to announce the availability of RT 4.2.13. This release is a
bugfix release; most notably, values in charts are now sorted numerically,
and regression for time zones on date/time custom fields has been addressed.
A complete list of improvements follows.

https://download.bestpractical.com/pub/rt/release/rt-4.2.13.tar.gz
https://download.bestpractical.com/pub/rt/release/rt-4.2.13.tar.gz.asc

SHA1 sums

eb155493ae8aa965a9571be47abe95ce7dd7a70c  rt-4.2.13.tar.gz
4b760717439c6971bd5849e1b3401e7d6bb404cb  rt-4.2.13.tar.gz.asc


 - Shawn M Moore, for Best Practical


General User UI
  * Avoid race condition where a ticket's Started timestamp could be
before its Created timestamp
  * Users without ability to update a saved search are no longer shown
an Update button
  * IP custom field textboxes now wide enough for full IPv6 addresses (I#24565)
  * Self-service Cc field now allows for autocompleting multiple users
  * When possible sort charts numerically rather than ascii-betically
  * QuickCreate now respects DefaultQueue and RememberDefaultQueue (I#30913)
  * Make user preferences use label tags for better clickiness (I#30953)
  * Hide "Transaction has no content" from Extract Article (I#31027)
  * Improve CSRF detection by whitelisting more specific parameters (I#31090)
  * Empty selection boxes no longer render 1px wide (I#31316)
  * Show queue ID if the user can't see the queue name
  * Search builder display format now properly supports "large" sizing
  * Fix SMIME encoding issue (I#31155)
  * Improve messaging and logging around reminders that users can't see
  * Queue name on ticket display is now a link to a search for all active
tickets in that queue
  * Support autocomplete custom fields in bulk update (I#15259)
  * Hint to the user that not all CF types are supported by bulk update,
instead of silently excluding them (I#15259)
  * Improve compliance with RFC4480 for GPG armor lines (I#30372)
  * Restore behavior of $EditCustomFieldsSingleColumn config (I#18555)
  * Fix a regression with time zones in datetime custom fields (I#31674)
  * Fix certain attachment links containing HTML metacharacters from
double escaping (I#31751)
  * Fix custom attachment URLs for self-service users (I#30960)

Database
  * "schema" upgrade files no longer issue CREATE INDEX statements, instead
there are now "indexes" upgrade files that describe the end state of the
indexes RT requires. This better handles indexes that may have been
deployed by hand or otherwise already exist.
  * We now correctly shred ObjectCustomFields records when shredding a
CustomField
  * Add $MaxFulltextAttachmentSize RT_Config option (default: 0 meaning
no limit) for tuning how very large attachments are included in the
full-text index
  * Improve 4.0 upgrade scripts running under 4.2

Web Administration
  * We now record transactions for changes to queues
  * Improve visual design of Shredder forms

Server Administration
  * Add missing dependency on Encode 2.64
  * New RT_SiteConfig.pm files now get a "use utf8;" by default to allow
config options to use Unicode
  * bcrypt cost has been doubled on schedule to improve password hashing
security
  * Allow multiple --action and --action-arg options in rt-crontool
  * Fix "use of localtime without parentheses" warning
  * rt-email-dashboards now has a --log parameter for setting log level
  * Add config %ReferrerComponents to provide fine-grained control over
referrer checking behavior
  * Clarify web config validation log messages (I#31117)
  * Add a no_ticket_transactions option to user shredder
  * Remove now-unnecessary dependency on Apache::DBI (I#31210)
  * Avoid DateTime::Locale versions 1.00 and 1.01
https://rt.cpan.org/Public/Bug/Display.html?id=110244
  * Have ./configure test whether to use GNU-style syntax or BSD-style
syntax for `find -perm` (I#31308)

Developer
  * Improve test compatibility with File::Which 1.17
  * Improve test compatibility with HTML::FormatText::WithLinks::AndTables
  * Remove unused RT::Shredder::Record
  * Transactions now have a ColumnMap
  * New callbacks:
  /Ticket/Create.html MassageCloneArgs
  /Admin/Queues/Modify.html FormStart
  /Ticket/Elements/ShowBasics AfterTimeLeft, AfterPriority, AfterQueue,
  and AfterTable
  /Ticket/Elements/ShowSummary AfterBasics, AfterPeople, AfterReminders,
  and AfterDates
  /Ticket/Graphs/index.html BeforeActionList, FormStart, AfterForm, and
  Default
  /Ticket/Update.html RightColumnBottom
  /Admin/CustomFields/Modify.html EndOfPage
  /Elements/CollectionAsTable/Row EachField
  /Dashboards/Subscription.html SubscriptionFormEnd, SubscriptionFields,
  and MassageSubscriptionFields
  /Elements/ShowTransactionAttachments BeforeAttachment
  * Improved callbacks:

Re: [rt-users] RT-4.4.1 bulk update error

[Shawn M Moore]

> On Aug 3, 2016, at 06:33, Rob Sterenborg  wrote:
> 
> Hi,

Hi Rob,

> We've recently upgraded from RT-4.2.12 to RT-4.4.1.
> Right now we get an error when merging tickets into one by bulk update.
> […]
> I'm not an RT nor a Perl wizard, and to me the error doesn't make much sense.
> Can someone please help me diagnose this problem?

Thanks for your report. I've confirmed this specific failure mode was indeed 
absent in RT 4.2.12, and present in RT 4.4.0 and RT 4.4.1, and created a ticket 
in our bug tracker on your behalf: 
https://issues.bestpractical.com/Ticket/Display.html?id=32237

Can you try the following patch and report back on whether it works for you? It 
did fix the issue for me, but I was replicating the issue in a small test 
environment. If all goes well the fix will be included in RT 4.4.2.

https://github.com/bestpractical/rt/commit/a99b566793518b051577d685432115140bec85d0.diff

https://github.com/bestpractical/rt/commit/a99b566793518b051577d685432115140bec85d0

> --
> Rob

Thanks!
Shawn


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Re: [rt-users] 4.2.13 rt-crontool search result oddities

[Shawn M Moore]

Hi Jeff,

> On Aug 8, 2016, at 23:29, Jeff Blaine  wrote:
> 
> I've just started exploring rt-crontool after many years of RT use, and
> the following results, per the queries, don't make any sense to me. Can
> someone point out what I am doing wrong?

If you do the same searches in the web UI, can you confirm that you see the 
same oddities? I don't think there's anything specific to rt-crontool that's 
changing how search works.

> 1. Owner nobody, status new, created more than 2 days ago
> 
>   /rt/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner
> = 'Nobody' AND Status = 'new' AND Created > '2 days ago'" --action
> RT::Action --verbose
> 
>   Does not match this ticket, but should:
> 
>   Status: new
>   Owner:  Nobody in particular
>   Created:Wed Jan 20 12:12:53 2016

The way RT interprets the "Created > '2 days ago'" clause is first is it 
translates the relative "2 days ago" into an absolute date. As of this writing, 
something like "2016-08-07 11:40:00". Then, it compares each ticket's created 
date to that date. So it's really searching for tickets whose Created date is 
after 2016-08-07 11:40:00. Your ticket was created well before August 7, so 
it's not matching.

In other words, RT is comparing timestamps, not durations. We just so happen to 
handle a duration in the right-hand side of a search clause by converting it to 
a timestamp. This is a useful feature for saved searches (and rt-crontool) in 
particular, since you don't want to always be updating the search terms to 
reflect the passage of time.

The good news is I think you'll achieve what you want by flipping the operator, 
so "Created <= '2 days ago'", which RT interprets as "Created <= '2016-08-07 
11:40:00'", which means "tickets created at or before 2016-08-07 11:40:00", 
which is what you'd meant by "Created > '2 days ago'".

> 2. Owner nobody, status new, created less than 90 days ago
> 
>   /rt/bin/rt-crontool --search RT::Search::FromSQL --search-arg "Owner
> = 'Nobody' AND Status = 'new' AND Created < '90 days ago'" --action
> RT::Action --verbose
> 
>   Matches this ticket, but should not:
> 
>   Status: new
>   Owner:  Nobody in particular
>   Created:Mon Apr 07 12:18:30 2014

Same story. This is searching for all tickets whose Created date is before 
2016-05-11 11:40:00 or thereabouts. Created >= '90 days ago' should work better.

Best,
Shawn


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Re: [rt-users] Unable to bulk update Assets

[Shawn M Moore]

Hi Chris,

> On Feb 8, 2017, at 15:28, Chris McClement  wrote:
> 
> I'm unable to apply any bulk updates to custom fields in my Asset database. 
> For example, I have a Custom Field called "Asset Category". I have configured 
> the CF to be filled from a dropdown list ("Select one value") and defined a 
> range of categories to select from. Applying a bulk update to assets where 
> I've selected, for example, setting the CF to "PC" (or any of the other 
> options I've defined) fails with the following message displayed in the web 
> browser:
> 
> An internal RT error has occurred. Your administrator can find more details 
> in RT's log files.
> 
> I've had a look in my syslog, and every time I attempt this bulk update, the 
> following two entries appear:
> 
> Feb  9 09:17:06 rt RT: [11319] Use of uninitialized value $1 in hash element 
> at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 3164.
> Feb  9 09:17:06 rt RT: [11319] Can't call method "new" without a package or 
> object reference at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 
> 3099.#012#012Stack:#012  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3099]#012  
> [/opt/rt4/share/html/Asset/Search/Bulk.html:183]#012  
> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696]#012  
> [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375]#012  
> [/opt/rt4/share/html/autohandler:53]
> 
> Does anyone have an ideas what might be causing this?

We have a fix for this in the upcoming releases of RT; in the meantime you can 
apply the patch to your RT instance:

https://github.com/bestpractical/rt/commit/0cf934de1da1cea2433c9da3946357bda9c16c7f.patch
 


> For completeness, applying a bulk update to one of the core fields (e.g. 
> "Owner") works fine.

Yes, the bug affects only custom fields.

Best,
Shawn

Re: [rt-users] Tickets sent encrypted via SMIME don't store user attachments at creation

[Shawn M Moore]

Hi Aaron,

> On Jan 21, 2017, at 15:00, Aaron White  wrote:
> 
> Hi all. I have 4.4.1 installed on a latest rev centos 6 box. We utilize smime 
> to encrypt emails to our users, and that has been working just fine. The 
> issue I'm experiencing is that when I open the web dialog to create a ticket, 
> ensure 'encrypted' is checked, drag an attachment over the Dropbox area (to 
> which I see the upload bar complete and I see a pic of the jpg I attached), 
> and submit the ticket... I get an encrypted email from RT as expected, 
> however no attachment.

We believe we have a fix for this issue, which will be included in RT 4.4.2. If 
you're adventurous you're welcome to run the patch locally:

https://github.com/bestpractical/rt/commit/0b81e2ad0b33b8fb101bd70ef95eac0e00e62803
 


https://issues.bestpractical.com/Ticket/Display.html?id=32460 


Please let us know how it goes.

> Thanks!

Best,
Shawn

Re: [rt-users] RT 4.4.1 - Change owner on corrospond Scrip - Strange issue

[Shawn M Moore]

Hey Robert, Alex,

> Is this just a display bug or are we not using the proper method to change 
> the owner of the Ticket?

You're not using the proper method.

> # do the actual 'status update'
> my ($status, $msg) = $self->TicketObj->_Set(Field => 'Owner', Value => 
> $Actor, RecordTransaction => 0);

Should instead be:

my ($status, $msg) = $self->TicketObj->SetOwner($Actor);

> What works: When user is first to correspond, Scrip executes and in Ticket 
> view the Owner is set as expected.
> 
> 
> What doesn’t work: If we go into the queue and list all the open tickets, the 
> owner will be listed as “nobody” in this view, but if you open the ticket, 
> there is an owner. If you change the owner to someone else and change it 
> back, then it seems to fix this issue.


The reason you need to use SetOwner is that the owner of a ticket is 
represented in two different database tables. The first is in the GroupMembers 
table, alongside Requestors, Ccs, and AdminCcs, and custom roles. This is what 
provides features like permissions. It's also what's used when you display the 
"Owner" column in search results. Tickets _also_ store their owner denormalized 
in the tickets table. This is used in, among other places, displaying the owner 
on ticket display, and in email notifications.

->Set(Field => 'Owner') only updates the latter. ->SetOwner updates both.

This explains the inconsistencies you're seeing. Please try switching your 
scrip to ->SetOwner and seeing if it helps for tickets going forward. For 
existing tickets with this problem, you'll need to address the consistency 
issue.

It turns out that, for different reasons entirely ( 
https://issues.bestpractical.com/Ticket/Display.html?id=32381 
 ), RT 4.4.2 
adds an upgrade step and an rt-validator rule that detects and fixes such 
inconsistencies. You can find them here:

https://github.com/bestpractical/rt/commit/58bacce6ada754657c7f56fd91f20c573108c1ab
 

https://github.com/bestpractical/rt/commit/20d8daf6855e3c53ee8a79d68271941d4cdca159
 


Best,
Shawn

Re: [rt-users] Problems with RT::ExternalAuth::LDAP After Upgrading to 4.4

[Shawn M Moore]

> On Sep 7, 2016, at 12:13, Tim Gustafson  wrote:
> 
> Hi,

Hi Tim,

> I'm trying to upgrade my RT instance from 4.2 to 4.4.  I use
> RT::ExternalAuth::LDAP to authenticate users from my OpenLDAP server.
> This configuration has been working perfectly in RT 4.2 (and earlier
> versions) for years.  After upgrading to RT 4.4, I am not able to log
> in to RT at all.  My RT_SiteConfig.pm and rt-log.txt files are
> attached.

Sorry about the trouble.

Which specific version of RT are you upgrading to? If you're upgrading to 
4.4.0, you'll need to be aware that a new config setting is required, which 
doesn't appear in your config:

Set($ExternalAuth, 1);

In RT 4.4.1 we've removed the requirement to set this config.

> Tim Gustafson
> t...@ucsc.edu
> 831-459-5354
> Baskin Engineering, Room 313A

Best,
Shawn



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Re: [rt-users] Changing logo, and viewing *all* tickets?

[Shawn M Moore]

Hey Matt, Alex, et al,

> On Sep 15, 2016, at 12:22, Matt Zagrabelny  wrote:
> I suppose there could be one additional meta status: __Initial__
> 
> BP, if you are reading, what do you think?

If we were to add __Initial__, then __Active__ would have to change to not 
include the initial statuses, otherwise it'd be very confusing that the names 
don't line up.

> I don't have a use-case for it, though, but perhaps there exists a need. 
> Anyhow, this is a theoretical point and mostly a rabbit trail.

Indeed. Probably not worth it.

> Cheers!
> 
> -m

Best,
Shawn


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Re: [rt-users] Add work time from API

[Shawn M Moore]

Hi Steve,

> On Sep 15, 2016, at 12:36, st...@sbsroc.com wrote:
> Hi!
>I have separate time keeping software that I developed and allows me to 
> enter time on my phone and sync directly to my database, report on it and 
> export to accounting to generate invoices. The only missing link is with RT's 
> tickets.
> 
>When I export and bill time at the end of the week, I'd also like to 
> export my comments to the RT ticket that's related to the time record. I 
> figured out how to create the comment record, but since I'm doing this days 
> after the event occurred, the ever is for the date that I export. I'd like to 
> back date my entries into RT to be the same date and time as my time record. 
> Is there a way to do this with the API, or should I just insert into 
> postgresql directly? Anyone else doing anything similar, or have a better 
> idea?

Have you seen our relatively new RT::Extension::TimeTracking extension? 
https://metacpan.org/pod/RT::Extension::TimeTracking 


Among other things, this extension lets you backdate time worked (which is 
guarded using permissions on the "Worked Date" custom field that the extension 
provides).

> Thanks!
> Steve

Thanks,
Shawn


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Re: [rt-users] Unable to drag files to attach them?

[Shawn M Moore]

Hi Landon, Alex,

> On Nov 8, 2016, at 14:51, Landon Stewart  wrote:
> On Nov 8, 2016, at 10:39 AM, Alex Hall  > wrote:
>> 
>> Hi all,
>> Users are complaining that they can't drag/drop files to attach them to 
>> tickets. I can't see the screen, so don't use a mouse, so can't test this 
>> first-hand. Are there browsers or other variables that are known to stop 
>> this functionality, or did I disable something I shouldn't have? Thanks.
> 
> I can say that I've never dragged and dropped a file onto a ticket to attach 
> it.  It sounds like users might just be used to sites like imgur and the like 
> who let you do this because they have scripts that make it possible and they 
> expect it to be possible for RT.  They'll have to click the "Choose File" 
> button while updating a ticket and actually choose the file.  

In RT 4.4, we did add support for dragging and dropping attachments onto 
tickets. We have a quick demo of this feature in action at 
https://www.youtube.com/watch?v=aBwYK1a8W7U#t=1m23s 
 and described on our blog 
at 
https://bestpractical.com/blog/2015/12/whats-new-in-44-improved-attachment-handling
 


Unfortunately, Alex, it's not clear to me why it would be broken for your 
users. If you can provide any more information about what your users are 
experiencing as well as which browsers they're trying it in, we may be able to 
pinpoint a cause.

Best,
Shawn-
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Re: [rt-users] Lost emails!

[Shawn M Moore]

> On Nov 21, 2016, at 06:12, Sternberger, Sven  wrote:
> Hello!

Hi Sven,

> Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate 
> object method "" via package "MIME::Head" at 
> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012 
>  

The "_Local" in the stack trace indicates a local customization your 
organization has made as being the source of the error. Would you be able to 
provide your copy of /opt/rt4/lib/RT/Action/SendEmail_Local.pm?

> best regards!
> 
> Sven Sternberger
> System Engineer
> Tel.: 040/8998-4397
> DESY IT

Best,
Shawn

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Re: [rt-users] RT 4.4.1 - ExternalAuth intermittently failing

[Shawn M Moore]

Hi Michel, Mike,

> On Dec 2, 2016, at 14:02, Michel Daoust  wrote:
> On successful binds, the username/password combination was correct, as 
> specified in our config. We waited for the LDAP bind error to happen and when 
> it did, we found this in the log:
> ldap_user: ldap_user_account, ldap_pass:Password not printed. (literal 
> Password not Printed). This is whats causing the bind to fail. For some 
> reason, RT is sending the masked password string (used in the web ui when 
> looking at system configs), which of course isn't the right password for the 
> bind account.

Thank you for this detailed bug report. I think I've identified the issue; it's 
indeed what you're describing. When you visit the system configuration page, RT 
accidentally overwrites the LDAP password in memory as part of obfuscating it. 
The fix looks straightforward; we'll get it into RT 4.4.2.

Best,
Shawn
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RT 4.4 and RTIR training sessions, and a new workshop day! 
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Re: [rt-users] __active__ including stalled tickets?

[Shawn M Moore]

> On Jan 5, 2017, at 10:56, Alex Hall  wrote:
> 
> Hey all,

Hi Alex,

> I just did a search:
> Priority > 9 and Status = '__active__'
> Five of the resulting tickets are stalled, but I thought __active__ ignored 
> stalled tickets. Any idea why they're appearing? Did I miss a setting or 
> something, or is this intended behavior? Thanks.

In RT's default lifecycle, stalled is an active status, because it indicates 
there is more work to be done before the ticket can be resolved.

> -- 
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com 

Best,
Shawn

Re: [rt-users] Putting CF values in email templates?

[Shawn M Moore]

> On Dec 30, 2016, at 12:35, Alex Hall  wrote:
> 
> Hi all,

Hi Alex,

> I'm trying to get CF values to conditionally appear in tickets, but when I 
> do, the template breaks and no emails get sent to anyone. I've seen a few 
> ways of doing this in the Wiki, each a bit different and many for different 
> RT versions. Here's my attempt. What did I do wrong?
> 
> {
> if(my $orderNumber = $Ticket->CustomFieldValues["Order Number"]) {

Your syntax is a little off. Instead of:

$Ticket->CustomFieldValues["Order Number"]

I think you want:

$Ticket->FirstCustomFieldValue("Order Number")

> "Testing printing the order number: " . $orderNumber . ""
> }
> }
> 
> Thank you for any information.

Best,
Shawn