[rt-users] DB schema diagrams
Hello, I'm looking for the schema diagrams for RT 4.2.12, but on the wiki (https://rt-wiki.bestpractical.com/wiki/Schema) there are no links for the following files : - Rt schema.svg - Rt4-schema-relationships.svg and I can't find them on our RT. I only find a schema.dot file in the docs directory of RT, but have no tool to open it. Could it be possible to get a pdf of these 2 files ? Thanks a lot, Regards, Elisabeth - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] fulltext index update failure (RT 4.2.12)
Good morning, This is a follow-up of my problem : This morning I decided to shred the attachment 602620. But after execution of rt-fulltext-indexer it fails again at the next number of attachment : 602621 ! So this was clearly not the solution. But now I have not idea of what is the problem. Any clue or help is greatly appreciated. Thanks and have a good day, Elisabeth - Mail original - | De: elif...@free.fr | À: rt-users@lists.bestpractical.com | Envoyé: Jeudi 21 Janvier 2016 15:57:08 | Objet: fulltext index update failure (RT 4.2.12) | Hello, | We have juste upgraded our RT this morning to version 4.2.12 (from | 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full | text indexing. | It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to | update the table AttachmentsIndex, it stops with an error : | extract from the log file : | Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD | (/appli/rt4/sbin/rt-fulltext-indexer --quiet) | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute | failed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 216. | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute | failed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 222. | Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 cannot | be indexed: MySQL server has gone away at | /appli/rt4/sbin/rt-fulltext-indexer line 254. | The result is that new attachments are not indexed. | I don't know what to do : should I just shred the attachment 602620 ? | Is this at risk ? | Thanks a lot for your help, | Elisabeth
[rt-users] fulltext index update failure (RT 4.2.12)
Hello, We have juste upgraded our RT this morning to version 4.2.12 (from 4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full text indexing. It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to update the table AttachmentsIndex, it stops with an error : extract from the log file : Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD (/appli/rt4/sbin/rt-fulltext-indexer --quiet) Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute failed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 216. Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st execute failed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 222. Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620 cannot be indexed: MySQL server has gone away at /appli/rt4/sbin/rt-fulltext-indexer line 254. The result is that new attachments are not indexed. I don't know what to do : should I just shred the attachment 602620 ? Is this at risk ? Thanks a lot for your help, Elisabeth
Re: [rt-users] SelfService and custom status
Hello Alex, Many thanks for you answer : - Mail original - | Have you considered setting these users up as privileged instead, | with minimal rights? This is not what we want, but I've done it for some tests just to check, and the problem is the same. I've come to the conclusion that even when the Requestor role is granted all the rights (general and for staff, at queue level), the privileged requestor does not see in the ticket the specific statuses from the lifecycle of the queue. The owner role, same rights, same ticket, the owner sees in the ticket the specific statuses of the lifecyle. Thanks again, Elisabeth | On Sat, 28 Feb 2015 at 01:31 elif...@free.fr wrote: | | Hello, | | | On our RT 4.2.6, I created a lifecycle support with specifics | | status, which is working fine. | | | The requestor is unprivileged, but is granted the right | | ModifyTicket | | (globally), and ShowTicket, Watch and ReplyToTicket on the queue. | | The queue has the support lifecycle. | | | On SelfService interface, the requestor sees his ticket, can | | display | | it, can reply, and can modify the status : but the status are not | | the ones of the lifecycle support, but the one of the default | | lifecycle ! | | | I made a test as a requestor and changed to status stalled which | | does | | not exist in the lifecyle support. Now, as a superuser I cannot | | change the status at all, there's only stalled an stalled | | (unchanged) listed ! | | | I've been searching for quite a long time, but now I can't figure | | out | | what is going wrong. | | | The second point is that I intended to add a ResolveRight to the | | lifecycle support to allow unprivileged requestors to resolve | | their tickets via the SelfService interface. I'm wondering now if | | it's possible. | | | Thanks for your help again, | | | Elisabeth |
[rt-users] SelfService and custom status
Hello, On our RT 4.2.6, I created a lifecycle support with specifics status, which is working fine. The requestor is unprivileged, but is granted the right ModifyTicket (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue has the support lifecycle. On SelfService interface, the requestor sees his ticket, can display it, can reply, and can modify the status : but the status are not the ones of the lifecycle support, but the one of the default lifecycle ! I made a test as a requestor and changed to status stalled which does not exist in the lifecyle support. Now, as a superuser I cannot change the status at all, there's only stalled an stalled (unchanged) listed ! I've been searching for quite a long time, but now I can't figure out what is going wrong. The second point is that I intended to add a ResolveRight to the lifecycle support to allow unprivileged requestors to resolve their tickets via the SelfService interface. I'm wondering now if it's possible. Thanks for your help again, Elisabeth
Re: [rt-users] Resolve ticket dependant and correspond.
Chris, Thanks a lot for your help, it's exactly what I need ! And yes, it works in 4.2.6 . Elisabeth
[rt-users] Resolve ticket dependant and correspond.
Hello,
I've searched through the mailing list archive, but could not find any hint
yet. Could someone help me with this :
The context (RT version is 4.2.6.) :
* Ticket #1 is dependant on ticket #2, so ticket #1 cannot be resolved if
ticket #2 is not resolved.
* The Resolve action in the lifecycle : 'open - resolved' = { label =
'Resolve', update = 'Respond' }.
Ticket #2 is open. But it happens that by mistake we go to the Actions menu, on
ticket #1, and click on Resolve. And then write a message to explain how the
ticket has been resolved. The mail is sent to the requestor, though the
ticket's status won't be updated to resolve as it is dependant on ticket #2
still open.
Question :
How could it be possible to prevent the correspondance mail to being sent as
the ticket can't be solved ?
Thanks a lot for your help,
Elisabeth
[rt-users] Fwd: PriorityAsString : Priority and FinalPriority show unknown
Thanks Chris for your reply, it works fine now ! Elisabeth - Mail original - | De: Christian Loos cl...@netcologne.de | À: elif...@free.fr, rt-users@lists.bestpractical.com | Envoyé: Mercredi 8 Octobre 2014 08:39:02 | Objet: Re: PriorityAsString : Priority and FinalPriority show unknown | | Hi Elisabeth, | | if you don't set a InitialPriority on the queue page, the priority of | a | new created ticket is 0. As you didn't defined a mapping for 0 in | PriorityAsString config you get the 'unknown' priority. | | Just add 'Aucun = 0' to your PriorityAsString config and everything | should be fine. | | Chris -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] PriorityAsString : Priority and FinalPriority show unknown
Thanks Chris for your reply, it works fine now ! Elisabeth - Mail original - | De: Christian Loos cl...@netcologne.de | À: elif...@free.fr, rt-users@lists.bestpractical.com | Envoyé: Mercredi 8 Octobre 2014 08:39:02 | Objet: Re: PriorityAsString : Priority and FinalPriority show unknown | | Hi Elisabeth, | | if you don't set a InitialPriority on the queue page, the priority of | a | new created ticket is 0. As you didn't defined a mapping for 0 in | PriorityAsString config you get the 'unknown' priority. | | Just add 'Aucun = 0' to your PriorityAsString config and everything | should be fine. | | Chris -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] PriorityAsString : Priority and FinalPriority show unknown
Hello Alex, No, I didn't set a default initial priority neither a final priority for the queue. - Mail original - | De: Alex Peters a...@peters.net | À: elif...@free.fr | Cc: rt-users@lists.bestpractical.com | Envoyé: Vendredi 3 Octobre 2014 02:20:33 | Objet: Re: [rt-users] PriorityAsString : Priority and FinalPriority | show unknown | In the queue's settings, have you set a default initial priority of | 50? | On 03/10/2014 2:50 am, elif...@free.fr wrote: | | Hello, | | | I use the extension PriorityAsString on a new RT 4.2.6 (still under | | testing). | | | The settings in RT_SiteConfig : | | | Set(%PriorityAsString, (Standard = 50, Moyenne = 80, Haute = | | 100)); | | | Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute)); | | | Test 1/ When I create a new ticket, the ticket display page shows : | | | Priorité: Standard / Standard | | | This is OK. Fine. | | | Test 2/ When I create a new ticket by sending a mail to a queue, | | the | | ticket display page shows : | | | Priorité: unknown / unknown | | | Then, when I click to modify the ticket, both fields are already | | set | | to Standard; and when I save, I get confirmation both fields have | | been changed from unknown to 50. | | | Why these fields show 'unknown' when ticket is created by mail ? | | | By the way, it's the same for InitialPriority, but it is not | | displayed in the ticket. | | | Thanks a lot for your help, | | | Regards, | | | Elisabeth | | | -- | | | RT Training November 4 5 Los Angeles | | | http://bestpractical.com/training | -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
[rt-users] PriorityAsString : Priority and FinalPriority show unknown
Hello, I use the extension PriorityAsString on a new RT 4.2.6 (still under testing). The settings in RT_SiteConfig : Set(%PriorityAsString, (Standard = 50, Moyenne = 80, Haute = 100)); Set(@PriorityAsStringOrder, qw(Standard Moyenne Haute)); Test 1/ When I create a new ticket, the ticket display page shows : Priorité: Standard / Standard This is OK. Fine. Test 2/ When I create a new ticket by sending a mail to a queue, the ticket display page shows : Priorité: unknown / unknown Then, when I click to modify the ticket, both fields are already set to Standard; and when I save, I get confirmation both fields have been changed from unknown to 50. Why these fields show 'unknown' when ticket is created by mail ? By the way, it's the same for InitialPriority, but it is not displayed in the ticket. Thanks a lot for your help, Regards, Elisabeth -- RT Training November 4 5 Los Angeles http://bestpractical.com/training
Re: [rt-users] ExtractCustomFieldValues and CF Select type
Thanks Kevin, it's exactly the problem ! Now, as I have no knowledge in perl, I've copied the regex from an example on the RT wiki. I'll try to find the right regex by myself, but if you have the solution, I'll take it with pleasure ! Thanks again, Elisabeth -- View this message in context: http://requesttracker.8502.n7.nabble.com/ExtractCustomFieldValues-and-CF-Select-type-tp55097p55103.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
[rt-users] ExtractCustomFieldValues and CF Select type
Hello, I'm using RT 4.0.10 (on a test machine) and I'm testing the extension ExtractCustomFieldValues to insert a value to a custom field (Select type with a list of 4 values). The incoming mail contains the value : Type du ticket-Incident the template contains : Type du ticket|Body|Type du ticket-(.+)$|q| then The ticket is created, and displays on the main page : Type du ticket: Incident but when I modify the ticket (the basics), on the list of values of this CF, the blue line is set on (no information) and not on Incident. So if I want to modify any field there, I must re-select the value Incident before saving, otherwise it's lost. For example, the history of the ticket shows : - at the creation of the ticket : The RT System itself - Type du ticket Incident added - after modifying : '/the name of the owne/r' - Type du ticket Incident removed With CF using type Freeform there is no problem, the value is correctly inserted at creation time. I've been searching for a while, I suppose it's simple, but even after some holidays, I still don't find the reason why the correct value is not selected. Let me know if more information is needed. Thanks a lot for your help, Elisabeth -- View this message in context: http://requesttracker.8502.n7.nabble.com/ExtractCustomFieldValues-and-CF-Select-type-tp55097.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
