Re: [rt-users] The use of $Ticket{'TOP'}-CustomFieldValues($fieldname) with RT::Action::CreateTickets

2015-03-10 Thread Alex Peters
You need to output CustomField-$cfname as the key, not CF-$cfname. On Tue, 10 Mar 2015 6:31 pm Landon Stewart lstew...@iweb.com wrote: Hello, It seems that one cannot load the values of a CF with $Ticket{'TOP'}-CustomFieldValues($fieldname). The result is an empty variable. I've confirmed

Re: [rt-users] Do not email user if they are requestor when also admin cc of a queue

2015-03-06 Thread Alex Peters
/public/OsborneLogo111.jpg] P: 706.282.5764 F: 888.777.4304 http://www.osbornewood.com *From:* Alex Peters [mailto:a...@peters.net] *Sent:* Saturday, February 28, 2015 5:12 PM *To:* Daniel Moore; rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Do not email user

Re: [rt-users] relative date search

2015-03-05 Thread Alex Peters
You can enter 14 days ago into the Created box, or Created 14 days ago into the Advanced screen of the search builder. On Fri, 6 Mar 2015 5:47 pm Eierschmalz, Bernhard bernhard.eierschm...@scheppach.com wrote: Hello, is it possible to make date-searches in RT with relative date? For

Re: [rt-users] relative date search

2015-03-05 Thread Alex Peters
Here's all of the acceptable syntax: https://metacpan.org/pod/Time::ParseDate#Relative-date-formats On Fri, 6 Mar 2015 5:48 pm Alex Peters a...@peters.net wrote: You can enter 14 days ago into the Created box, or Created 14 days ago into the Advanced screen of the search builder. On Fri

Re: [rt-users] SelfService and custom status

2015-03-04 Thread Alex Peters
Is it possible that your RT configuration has non-identical global rights for owners and requestors (Admin Global Group Rights)? On Thu, 5 Mar 2015 at 00:10 elif...@free.fr wrote: Hello Alex, Many thanks for you answer : -- Have you considered setting these

Re: [rt-users] ticket rejected still bold in list

2015-03-02 Thread Alex Peters
I'm not aware of this functionality at all in stock RT, but I'm keen to learn more. Looking forward to other responses to this issue. On Mon, 2 Mar 2015 9:54 pm Luca Ferrari fluca1...@infinito.it wrote: On Sat, Feb 28, 2015 at 4:18 AM, Alex Peters a...@peters.net wrote: Could you please

Re: [rt-users] Send mail to create a ticket (error)

2015-03-01 Thread Alex Peters
You must configure your mail server to forward incoming mail to the rt-mailgate script. Have you done this? If so, what do the mail server logs and RT's logs say? On Fri, 30 Jan 2015 at 02:18 Marisol Rojas mro...@tekprovider.net wrote: Good day, To request your help to know why not make

Re: [rt-users] Do not email user if they are requestor when also admin cc of a queue

2015-02-28 Thread Alex Peters
The simplest solution is that the administrator manually removes themselves as a requestor when putting in their own tickets. The simplest coding for this solution (unless your administrator is willing to do this manually on every ticket creation) is to write a scrip on this queue that runs on

Re: [rt-users] Run a php file

2015-02-28 Thread Alex Peters
RT scrips can be made to run after many different actions, and you can make a scrip with a user-defined action to perform any action that you like. On Sat, 28 Feb 2015 at 22:23 Shahab Sharifzadeh sshgu...@ymail.com wrote: OR How can I run a special php file after then I save one thing in RT?

Re: [rt-users] SelfService and custom status

2015-02-27 Thread Alex Peters
I don't believe that it's possible for a user to be simultaneously unprivileged and have rights granted to them, so I would suspect that your goal is possibly unsupported in its current form. Have you considered setting these users up as privileged instead, with minimal rights? On Sat, 28 Feb

Re: [rt-users] Notify when ticket transferred into queue

2015-02-27 Thread Alex Peters
I'm guessing that your scrip is set to run in Transaction Create mode. By changing your scrip to run in Transaction Batch mode, the queue change will have already completed. This should cause AdminCcs to refer to the correct people when the scrip then runs. On Thu, 19 Feb 2015 at 05:23 Bryn

Re: [rt-users] add a queue, missing something

2015-02-27 Thread Alex Peters
When you say you created a group of users to go with the queue, does that mean you created a user-defined group (Admin Groups)? If so, all you need to do is associate that group with the queue in the appropriate role. Admin Queues (the new queue) Watchers Find the relevant user group by

Re: [rt-users] RT customize SendEmail.pm

2015-02-27 Thread Alex Peters
For posterity, RT v4.2.10 introduces the ability to add groups as requestors. If I understand this thread correctly (a group of people belonging to another queue are requesting work in this queue), RT v4.2.10 should allow the desired behaviour without code modifications. On Fri, 20 Feb 2015 at

Re: [rt-users] Set Owner on Queue Change

2015-02-27 Thread Alex Peters
I'm pretty sure that if a ticket owned by someone is moved to another queue where that user doesn't have ownership rights, RT automatically adjusts ownership to nobody. Since those people retain ownership in your setup, it sounds like your ownership rights are too permissive. On Tue, 3 Feb 2015

Re: [rt-users] Group Users not receiving mails

2015-02-27 Thread Alex Peters
As a super user (or a user with the ShowOutgoingEmail right), look at the emails being generated by RT and confirm that they have the expected To, Cc and Bcc headers. If not, this is possibly a group configuration issue. Consider enabling debug logging to determine whether mail is being

Re: [rt-users] Change organization and rtname

2015-02-27 Thread Alex Peters
I don't believe that the $Organization value is displayed anywhere in RT's interface. The value affecting the top-right corner is $rtname. This can be changed without breaking all existing ticket links. Making a localised modification to the page template element responsible for that top-right

Re: [rt-users] ticket rejected still bold in list

2015-02-27 Thread Alex Peters
Could you please clarify this question? I believe that the formatting of tickets in search result lists is governed by the search display format for all tickets in the list, and can't be changed based on individual ticket attributes. On Thu, 19 Feb 2015 at 20:07 Luca Ferrari

Re: [rt-users] _Safely_ adding watchers from Cc

2015-02-27 Thread Alex Peters
I'm struggling to unambiguously understand your description of the issue. Could you please rephrase in terms of what you expect to happen in a specific circumstance vs. what actually happens (e.g. when you create a ticket via email with CCs, when you respond to an existing ticket with the same/new

Re: [rt-users] Set priority - On queue change

2015-02-27 Thread Alex Peters
Simply create a scrip in RT's admin interface for the relevant queue/queues, with a condition of On Queue Change and an action of User Defined. Leave Custom Condition blank. Place this in Custom Action Preparation Code: 1; and place this in Custom Action Commit Code: $Ticket-SetPriority(5);

Re: [rt-users] Multiple Validation for Customfield

2015-02-27 Thread Alex Peters
On my RT installation, the Digits validation requires at least one character and therefore functions as Mandatory does. Is this not the case for your installation? I believe that the Validation value is just a standard regex, and any regex can be entered. On Wed, 18 Feb 2015 at 19:14 vinz

Re: [rt-users] Add Values from a textarea to another

2015-02-27 Thread Alex Peters
Content is the only supported multi-line field in Create-Ticket templates. To deal with mutli-line custom fields, I suspect that you need to modify each line of the field to have the name of the custom field at the beginning. This might work: Request Type: {

Re: [rt-users] delete or move a correspondence

2015-02-27 Thread Alex Peters
rt-shredder can be used to delete individual transactions from a ticket, such as correspondence: https://www.bestpractical.com/docs/rt/4.2/RT/Shredder.html A more hacky method is discussed here: http://www.gossamer-threads.com/lists/rt/users/79279#79279 I'm not aware of any supported way to move

Re: [rt-users] Correct formatting for respond by email link

2015-02-13 Thread Alex Peters
I suspect that you need to escape the special characters in your subject value. I've used this with success: a href=mailto:x...@yyy.zzz?subject={ require URI::Escape; URI::Escape::uri_escape(sprintf( 'Re: [XXX #%s] %s', $Ticket-id, $Ticket-Subject )) }Update this ticket via

Re: [rt-users] Prevent users from making Comments on tickets

2015-02-13 Thread Alex Peters
...@lists.bestpractical.com] *On Behalf Of *Alex Peters *Sent:* Friday, February 13, 2015 1:11 AM *To:* Cena, Stephen (ext. 300) *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Prevent users from making Comments on tickets I believe that a user will unconditionally have commenting ability

Re: [rt-users] Prevent users from making Comments on tickets

2015-02-12 Thread Alex Peters
I believe that a user will unconditionally have commenting ability if they also have the ModifyTicket right, regardless of the state of their CommentOnTicket right. You might be able to swap out ModifyTicket and use some finer-grained rights in its place, depending on what modifications end users

Re: [rt-users] Prevent users from adding CC's and AdminCC's to tickets

2015-02-12 Thread Alex Peters
From the v4.2.7 code, I'm interpreting these rules: 1. Add/remove anyone if the user has the ModifyTicket right. 2. Only add/remove self as AdminCc if the user has the WatchAsAdminCc right. 3. Only add/remove self as Cc/Requestor if the user has the Watch right. The logic is probably

Re: [rt-users] Queue Admin, not RT Admin

2015-02-05 Thread Alex Peters
You'd need to set some privileges outside the Administrators tab as well, such as see queue and show ticket summary from memory. On 6 Feb 2015 2:14 am, Lewis, Valerie valeriele...@letu.edu wrote: I have recently become one of the campus administrators for our RT system. As a result, I am

Re: [rt-users] Autoreply Template Script

2015-02-03 Thread Alex Peters
I believe that what you're asking is not possible. RT doesn't store passwords, and so it can't retrieve previous passwords for display in an email. It can only display the initial password because it manages the creation of that initial password, and therefore can take a copy. On 3 Feb 2015 8:30

Re: [rt-users] Stripping Attachments During Create

2015-02-02 Thread Alex Peters
Scrips wouldn't help you because they get processed after ticket creation. If I were in your position I'd probably try dealing with this at the mail delivery level, e.g. by adding some sort of postprocessor that rewrites incoming mail when it encounters attachments with certain MD5/SHA checksums.

Re: [rt-users] How to get different queues to send from different email addresses

2015-02-02 Thread Alex Peters
If you're using a relatively newer version of RT, you can configure a global From address in RT_SiteConfig.pm and queue-specific From addresses in RT's UI. If you've already done this then it sounds like msmtp is rewriting your From headers. Maybe msmtp's auto_from setting is relevant? If

Re: [rt-users] problem in RT

2015-01-31 Thread Alex Peters
to selfservice page*. On Tuesday, January 27, 2015 11:13 PM, Alex Peters a...@peters.net wrote: That is very strange. User root should not redirect to Self Service. Perhaps your DB has in fact been corrupted somehow. Maybe someone else can offer another solution. On 28 Jan 2015 1:03 am, Shahab

Re: [rt-users] custom Template on Create Autoreply to Requestor for spicified queue

2015-01-30 Thread Alex Peters
Create a queue-specific template with the same name as referenced by the scrip. The scrip will then use the queue's template when dealing with that queue. On 30 Jan 2015 9:57 pm, Eierschmalz, Bernhard bernhard.eierschm...@scheppach.com wrote: Hello, by default there is a global scrip

Re: [rt-users] XLS report failure

2015-01-29 Thread Alex Peters
Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report (XLS dump of a search) I get the following errors in the log: [25225] [Thu Jan 29

Re: [rt-users] XLS report failure

2015-01-29 Thread Alex Peters
. Boris. On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters a...@peters.net wrote: Are you using version 0.08 of the extension? On 30 Jan 2015 5:30 am, Boris Epstein borepst...@gmail.com wrote: Hello everyone, I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS report

Re: [rt-users] XLS report failure

2015-01-29 Thread Alex Peters
, Alex Peters a...@peters.net wrote: You need to upgrade to v0.08, which has explicit support for RT v4.2. On 30 Jan 2015 7:01 am, Boris Epstein borepst...@gmail.com wrote: According to the PERL code (I am sorry, not sure what the official location for the version string is) this is RT-Extension

Re: [rt-users] Help in debugging

2015-01-27 Thread Alex Peters
I'd probably try to discover more by enabling debug logging first. I think in my case, eval-related things are usually to do with scrips or templates. I don't think any of mine are 829 lines long though, as your warning suggests. On 28 Jan 2015 2:47 am, Guadagnino Cristiano

Re: [rt-users] problem in RT

2015-01-27 Thread Alex Peters
That is very strange. User root should not redirect to Self Service. Perhaps your DB has in fact been corrupted somehow. Maybe someone else can offer another solution. On 28 Jan 2015 1:03 am, Shahab Sharifzadeh sshgu...@ymail.com wrote: I have to say that by your solution i could change and

Re: [rt-users] problem in RT

2015-01-27 Thread Alex Peters
/local/share/request-tracker4/html/Elements/login.html 2- Modify /usr/local/share/request-tracker4/html/Elements/login.html as desired. 3- Clean the Mason Cache and restart. but so forward to Selfservice page whenever login to rt. help me plz... On Sunday, January 18, 2015 2:13 PM, Alex

Re: [rt-users] RT Installation

2015-01-27 Thread Alex Peters
Which part of the installation documentation is causing you trouble? What type of system are you installing on? On 28 Jan 2015 7:06 am, Hábner Teixeira Costa hab...@outlook.com wrote: Why RT and RTIR are so hard to install and work properlly? I dont know perl but and I’d like an easy way to

Re: [rt-users] about signatures

2015-01-25 Thread Alex Peters
You can use RT templates to add custom signatures to outgoing mail. The template can read details for the user generating the mail, and output them in any manner that you wish. First, you would need to ensure that the necessary information is entered into each user's account (Admin Users

Re: [rt-users] Postfix can not send email

2015-01-22 Thread Alex Peters
When I send mail through my RT installation with RT's debug logging enabled, I get a dump of several email headers, including To, CC and BCC headers. As far as I can tell, I've only had to define one RT_SiteConfig setting: Set($LogToFile, 'debug'); Can you please confirm that you're getting

Re: [rt-users] Postfix can not send email

2015-01-21 Thread Alex Peters
What do RT's debug logs show when an email is generated? On Thu, 22 Jan 2015 2:39 am leandro.gs leandrog...@gmail.com wrote: Hey! I have seen a lot of questions about this, but none of the answers helped me with this issue. Here's the problem, I have an external dedicated email server and I'm

Re: [rt-users] Scrip for adding to the custom field based on another CF

2015-01-21 Thread Alex Peters
You should move your scrip code from the Prepare box to the Commit box. Making changes to tickets in the Prepare stage of a transaction can cause unintended side effects and is not recommended. On Thu, 22 Jan 2015 2:07 am Kevin Squire gentg...@wikiak.org wrote: I have a scrip currently that

Re: [rt-users] Scrip for adding to the custom field based on another CF

2015-01-21 Thread Alex Peters
:16 am Kevin Squire gentg...@wikiak.org wrote: I was not aware of this. When you say Commit box, are you referring to the Custom action cleanup code box? On Wed, 21 Jan 2015 21:35:47 + Alex Peters a...@peters.net wrote: You should move your scrip code from the Prepare box

Re: [rt-users] RT eats table-tags in html-emails

2015-01-19 Thread Alex Peters
wrote: I have both already set. Is it working in your system? Did you need to add something to the config command line? -- *Da:* Alex Peters a...@peters.net a...@peters.net *Inviato:* Mon Jan 19 2015 08:48:45 GMT+0100 (CET) *A:* rt-users@lists.bestpractical.com

Re: [rt-users] RT eats table-tags in html-emails

2015-01-18 Thread Alex Peters
that needs to be done? IIRC this is not very well documented... just a note among the release notes. T.I.A. Cris -- *Da:* Alex Peters a...@peters.net a...@peters.net *Inviato:* Sat Jan 17 2015 01:09:38 GMT+0100 (CET) *A:* k...@rice.edu k...@rice.edu k

Re: [rt-users] problem in RT

2015-01-18 Thread Alex Peters
To change the HTML of the Login page: 1. Copy share/html/Elements/Login.html to local/share/html/Elements/Login.html. 2. Modify local/share/html/Elements/Login.html as desired. 3. Clean the Mason cache http://requesttracker.wikia.com/wiki/CleanMasonCache and restart RT to see

Re: [rt-users] RT eats table-tags in html-emails

2015-01-16 Thread Alex Peters
Another solution in recent versions of RT is to install the HTML::Gumbo module from CPAN, which should automatically enable correct display of all HTML in tickets without any coding. On Sat, 17 Jan 2015 1:11 am k...@rice.edu k...@rice.edu wrote: On Fri, Jan 16, 2015 at 06:49:05AM -0700, vinz

Re: [rt-users] setting a password for a user

2015-01-16 Thread Alex Peters
am sorry, I must be missing something but I still don't quite see the logic of the arrangement in place. Cheers, Boris. On Thu, Jan 15, 2015 at 11:34 PM, Alex Peters a...@peters.net wrote: The discussion thread you've linked to concerns LDAP, and doesn't seem relevant to your case

Re: [rt-users] Upgrade of RT

2015-01-15 Thread Alex Peters
Perform a mysqldump of the old database, and import it into a new location as is. Follow the instructions included with RT for a new installation, ignoring the database steps. Add the new database connection details to your new installation's RT_SiteConfig.pm file (ensuring that the

Re: [rt-users] setting a password for a user

2015-01-15 Thread Alex Peters
The discussion thread you've linked to concerns LDAP, and doesn't seem relevant to your case. If you have the correct privileges (which you seem to), the Modify screen for another user will have three password boxes: the top one for you to confirm your password, and the bottom two to actually

Re: [rt-users] a few trivial questions about tickets

2015-01-15 Thread Alex Peters
I believe that custom fields will appear on the comment/resolve page if they are set up as transaction custom fields instead of ticket custom fields. I don't know whether this is suitable for your needs though. Is it acceptable in your case for one ticket to have multiple Git commit values? If

Re: [rt-users] problem in RT

2015-01-15 Thread Alex Peters
14, 2015 at 10:40 PM, Alex Peters a...@peters.net wrote: To be clear, the UNIX permissions of that file are changing almost every morning? What are they changing to in order to cause RT to fail, and what are you changing them back to? On Thu, 15 Jan 2015 3:19 am Lorraine Johnson rrainey

Re: [rt-users] a few trivial questions about tickets

2015-01-15 Thread Alex Peters
To place a named saved search on the main page, go into your RT at a glance settings by clicking the Edit link in the top right corner. If your user has the correct saved search privileges, you can simply add any existing search to one of the columns. On 15 January 2015 at 22:07, Luca Ferrari

Re: [rt-users] problem in RT

2015-01-14 Thread Alex Peters
go to the office, even before the day's work starts. On Wed, Jan 14, 2015 at 1:35 PM, Alex Peters a...@peters.net wrote: It sounds like something is repeatedly modifying the permission of your RT_SiteConfig.pm file such that RT can't read it. I don't think RT would be doing that. How often

Re: [rt-users] problem in RT

2015-01-14 Thread Alex Peters
help thanks for your attention On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters a...@peters.net wrote: If I understand you correctly, you need to make your user privileged. Unprivileged users are forced to use the Self Service area. I don't know what you mean by 'edit username to user'. Are you

Re: [rt-users] problem in RT

2015-01-13 Thread Alex Peters
If I understand you correctly, you need to make your user privileged. Unprivileged users are forced to use the Self Service area. I don't know what you mean by 'edit username to user'. Are you trying to change the visible wording on the login page? On Wed, 14 Jan 2015 12:56 am Shahab

Re: [rt-users] Auto Create Ticket Scrip

2015-01-10 Thread Alex Peters
A user-defined action will do nothing if the corresponding custom action code boxes are empty. (That should probably actually trigger an error.) Setting your scrip's action to Create Tickets should have your scrip working as expected. You can also use queue names in create-ticket templates if

Re: [rt-users] dealing with aftermath of upgrade from 4.0 to 4.2 : no value sent for required parameter 'Object' error message

2014-12-30 Thread Alex Peters
When you say no scary error messages, does that mean that you still encountered some messages? The file /opt/rt4/local/html/Ticket/Elements/ShowSummary is a custom override, most definitely copied from an earlier RT version. You will need to identify what that override achieves differently to

Re: [rt-users] warning message on set ReferTo

2014-12-25 Thread Alex Peters
; unable to run scrips! Call -ApplyTransactionBatch before shredding the ticket, for consistent results. (/opt/rt4/lib//RT/Ticket.pm:2588) *From:* Alex Peters [mailto:a...@peters.net a...@peters.net] *Sent:* Wednesday, December 17, 2014 2:31 PM *To:* Payam Poursaied; rt-users

Re: [rt-users] Help with Templates

2014-12-17 Thread Alex Peters
, Thomas Westlund tho...@westlund.no wrote: Hi, Thanks for your reply I'm fairly new RT an my perl skills at not to good either. How would I go about outputting this in a template? -- Thomas On 17. des. 2014, at 00.28, Alex Peters a...@peters.net wrote: You're getting an RT::Links

Re: [rt-users] Help with Templates

2014-12-17 Thread Alex Peters
@refers_to_ids; my $refers_to = $Ticket-RefersTo; while (my $link = $refers_to-Next) { next unless $link-BaseURI-IsLocal; } return join(q{, }, map { #$_ } sort @refers_to_ids; ': syntax error at template line 28* -- Regards Thomas *Fra:* Alex Peters [mailto:a...@peters.net] *Sendt:* 17

Re: [rt-users] Help with Templates

2014-12-17 Thread Alex Peters
. This is really helpful ;-) This code only prints related tickets, what if the related object is an Asset? Is it possible to print the id of that as well? -- Thomas *Fra:* Alex Peters [mailto:a...@peters.net] *Sendt:* 17. desember 2014 12:42 *Til:* Thomas Westlund *Kopi:* rt-users

Re: [rt-users] warning message on set ReferTo

2014-12-17 Thread Alex Peters
I can't see any obvious problems based on your error messages. There seems to be a typo in the code. Is that directly copied from your script? Have you considered enabling debugging from within your script? On Thu, 18 Dec 2014 5:04 am Payam Poursaied m...@payam124.com wrote: Hi All I have

Re: [rt-users] Help with Templates

2014-12-16 Thread Alex Peters
You're getting an RT::Links instance, which is an iterator. I've used something like this with success: Related ticket IDs: { my @refers_to_ids; my $refers_to = $Ticket-RefersTo; while (my $link = $refers_to-Next) { next unless $link-BaseURI-IsLocal; # skip over non-ticket links

Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

2014-12-16 Thread Alex Peters
The One-time Cc list is constructed by collecting all of the addresses related to all of the ticket's transactions and then removing addresses belonging to requestors. Is someone still regularly CC-ing this departed user in new tickets? Alternatively (although I'm not sure that this is relevant),

Re: [rt-users] Customiz theme -- Title Bar

2014-12-16 Thread Alex Peters
When you modify the colours for other page elements, do you see the CSS in the Custom CSS text field changing accordingly? I guess that the div#header custom CSS definition might have been removed. Does adding div#header { } to your custom CSS solve the problem? On 16 December 2014 at 03:53,

[rt-users] copying/pasting current Starts date into field changes Starts date

2014-12-13 Thread Alex Peters
I have an RT user account whose date display format is RFC2822, and a ticket whose Starts value is Mon, 15 Dec 2014 18:19:28 +1100. As that user, if I go to that ticket's Dates page, copy the Starts value from the brackets into the text field and hit submit, the Starts value rewinds by 11 hours

Re: [rt-users] quick-set Starts date

2014-12-13 Thread Alex Peters
changes Torsten *Von:* Alex Peters [mailto:a...@peters.net] *Gesendet:* Mittwoch, 3. Dezember 2014 08:39 *An:* Brumm, Torsten / Kuehne + Nagel / Ham GI-ID *Cc:* rt-users@lists.bestpractical.com *Betreff:* Re: [rt-users] quick-set Starts date This is a great starting point! Thanks very

Re: [rt-users] suggestions for improvement

2014-12-12 Thread Alex Peters
here Alex Peters’ will abuse them and talk down to them about how they’re stupid for not using CPAN to download an install the module, even though there’s no documentation for doing that either. There's no documentation on RT's side because this is a Perl issue. It's standard convention

Re: [rt-users] RT- Gantt chart Possible to increase the length allowed to display the task name ?

2014-12-12 Thread Alex Peters
Are you referring to the truncation of ticket subjects in the leftmost column of the Gantt chart? If so, you can do an ugly hack to the JSGantt extension code to remove that truncation. (I don't actually know why that truncation occurs; removing it causes no problems for me.) Look in

Re: [rt-users] newbie script / Action question

2014-12-12 Thread Alex Peters
If you want RT to manage this, then I would agree that using a scrip is the correct way to move tickets into different queues based on the appearance of certain keywords in the subject. Another option would be to handle it at the MTA (e.g. procmail) level, and change the rt-mailgate command line

Re: [rt-users] Complex search for users, as for tickets

2014-12-12 Thread Alex Peters
I'm not aware of any functionality to search for users in the same manner as tickets (i.e. using TicketSQL), or to save those searches. Since saving user searches seems not possible, I would guess that showing users within dashboards is also not possible. On 5 December 2014 at 01:49, huotg01

Re: [rt-users] Is it possible to change the date format for some specific searches

2014-12-12 Thread Alex Peters
If you're willing to write some code, you could create a callback that modifies the $COLUMN_MAP variable, which defines all of the different column types and how they are prepared. You could then create a column called DueDate which outputs just the date of the due date/time. Create

Re: [rt-users] Howto overwrite user preferences

2014-12-12 Thread Alex Peters
The sbin/rt-preferences-viewer script will at least let you view non-default user preferences, but not let you change them. I personally don't know of any way to programmatically alter them though. On 4 December 2014 at 02:58, Sternberger, Sven sven.sternber...@desy.de wrote: Hello! we will

Re: [rt-users] how to provide the forward option to a user

2014-12-12 Thread Alex Peters
I think you would need to grant the ForwardMessage right to those users (or to some group of which they are a member). If your own RT account has the SuperUser right granted to it, that would explain why you already have the ability to forward. On 3 December 2014 at 05:12, Jeff Fioravanti

Re: [rt-users] Script issue

2014-12-12 Thread Alex Peters
If you're the ticket owner and you're changing the status, by default, RT will not notify you about that action. To change that, go to the Mail section of your Preferences page and set Outgoing mail to Yes. Let us know if that doesn't give you the desired behaviour. On 2 December 2014 at 04:04,

Re: [rt-users] OnCreate - AdminCC - Gmail (BCC) Not Showing Up?

2014-12-12 Thread Alex Peters
Can your single user see those tickets in the RT web interface? This ensures that the rights are configured correctly. It's possible that RT might not be sending mail because it identifies that user as the user creating the ticket, and by default, RT doesn't email a user about their own actions.

Re: [rt-users] rt 3.6.5 no longer sending emails

2014-12-12 Thread Alex Peters
RT::I18N::IsTextualContentType seems to have been introduced in RT v3.6.6, so your scrips are relying on a newer version of RT than is installed. This is a problem. I guess you will need to upgrade to at least RT v3.6.6 (although the RT 3.6 and RT 3.8 series are both officially unsupported, so RT

Re: [rt-users] save addresses on tickets

2014-12-12 Thread Alex Peters
Do you have the option of using a multi-line custom field and writing one address per line? As far as I can see, that's the only really sane way to store multiple free-form values per ticket. This is a bit dirtier, but could you create an Address queue, an Address ticket for each address and

Re: [rt-users] Enable requestors to view ticket without logging in

2014-12-12 Thread Alex Peters
By default, RT's templates to non-RT-users doesn't have URLs to the tickets. Did you change the templates? Would removing the URLs from the customer-facing templates be enough? On Wed, 29 Oct 2014 7:51 pm Rinke Colen rco...@experty.com wrote: L.S. I have set up user accounts for IT staff,

Re: [rt-users] plugins link to module file, not package file

2014-12-11 Thread Alex Peters
to be used. I forgot why I dropped this list. Thanks for reminding me. On Dec 9, 2014, at 5:10 AM, Alex Peters a...@peters.net wrote: I feel that there are actually several issues to discuss in this thread: Perl modules vs. Perl module distributions Perl module distribution sources Perl

Re: [rt-users] Default Configuration RT

2014-12-11 Thread Alex Peters
That's the correct utility for dropping a MySQL database, but not the correct command line arguments. A quick Google search for mysql drop database should help you achieve this: http://www.wikihow.com/Delete-a-MySQL-Database On 10 December 2014 at 23:36, Renato Gentil

Re: [rt-users] plugins link to module file, not package file

2014-12-11 Thread Alex Peters
I support the idea of switching to MetaCPAN, which seems to be in active development and seems to generally get a lot more right in terms of modern website development. Plus, Download links are on the left there instead of the right. We've established that this is important. ;) Since RT

Re: [rt-users] Outgoing email text of a closing incident

2014-12-11 Thread Alex Peters
I'm not familiar with RTIR but for RT, this text would be in a template. Do templates exist with RTIR? On Mon, 8 Dec 2014 9:55 pm Tamás, Szép tamas.s...@govcert.hu wrote: No answers yet so it is still an open question. More precisely: where can I change the default outgoing email message

Re: [rt-users] Disable creation of tickets via email

2014-12-11 Thread Alex Peters
I see that you want to still accept email replies, so disabling the email address is not suitable. You might be able to play with rights, e.g. disabling the Create Ticket right for the Everyone group, but RT might still link incoming ticket creation mail to a privileged user by looking at the

Re: [rt-users] *Some* attachments not clickable links?

2014-12-11 Thread Alex Peters
Are you getting any strange output in RT's debug log when you display the ticket? Would you be willing to paste what HTML is being generated for the affected Attachments links? A quick look at the Ticket/Elements/ShowAttachments Mason component suggests that the links should always be clickable,

Re: [rt-users] Default Configuration RT

2014-12-10 Thread Alex Peters
Hi Renato, What exactly did you try, and what happened? Going into MySQL, dropping the database (or all of its tables) and running the sbin/rt-setup-database script would restore all of your templates and scrips. Specifically, you would probably do this if your MySQL user has the permissions to

Re: [rt-users] plugins link to module file, not package file

2014-12-10 Thread Alex Peters
trying to make someone’s profit-making production better and more likely to be used. I forgot why I dropped this list. Thanks for reminding me. On Dec 9, 2014, at 5:10 AM, Alex Peters a...@peters.net wrote: I feel that there are actually several issues to discuss in this thread: 1. Perl

Re: [rt-users] plugins link to module file, not package file

2014-12-09 Thread Alex Peters
download the entire package, not just the .pm file, would significantly improve the user experience. On Dec 3, 2014, at 2:09 AM, Alex Peters a...@peters.net wrote: I think I might be missing something crucial in what you are saying/asking. Linking to the main module within a distribution

Re: [rt-users] Default Configuration RT

2014-12-09 Thread Alex Peters
You could drop the database and set it up again, or also completely uninstall and reinstall RT.

Re: [rt-users] Installation error for RT 4.2.9 - cannot initialize database

2014-12-09 Thread Alex Peters
You're doing this: # make initialize-database which is in turn running this: # /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password which is going to connect to the database as the RT DBA user (RT_Config setting $DatabaseAdmin), which

Re: [rt-users] plugins link to module file, not package file

2014-12-03 Thread Alex Peters
://search.cpan.org/dist/RT-Extension-MandatorySubject/ As I just said, asking the user to edit the URL in their browser window to be able to find the extension to download doesn’t make a lot of sense. The links in the directory should be fixed. On Dec 2, 2014, at 11:34 PM, Alex Peters

Re: [rt-users] plugins link to module file, not package file

2014-12-02 Thread Alex Peters
Could you please clarify what you're asking here? How to install the plugins? The plugins can be installed like any other CPAN module. Given a link to a specific .pm file: http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm you can hit the Download

Re: [rt-users] quick-set Starts date

2014-12-02 Thread Alex Peters
...@lists.bestpractical.com] *Im Auftrag von *Alex Peters *Gesendet:* Dienstag, 2. Dezember 2014 03:23 *An:* rt-users@lists.bestpractical.com *Betreff:* [rt-users] quick-set Starts date I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going

[rt-users] quick-set Starts date

2014-12-01 Thread Alex Peters
I want to be able to quickly adjust a ticket's Starts date from the ticket's Display view without going to the ticket's Dates page and manually entering the date. For example, having a Starts top-level menu item next to Actions with sub-entries tomorrow morning, next week etc. would achieve this

Re: [rt-users] Send ticket to other queue from the actions menu

2014-10-09 Thread Alex Peters
Does this code also actually move the ticket into the other queue? I'm interested in doing something similar: setting up menu items to quickly set the ticket's Starts date to predefined relative future values. On 9 October 2014 18:43, Emmanuel Lacour elac...@easter-eggs.com wrote: On Wed, Oct

Re: [rt-users] Can't add multiple attachments on reply

2014-10-02 Thread Alex Peters
What exactly are you clicking after you add one file? Are you clicking Add More Files between multiple clicks of Choose File? On 2 October 2014 17:43, andriusk andrius.kul...@gmail.com wrote: I can't add multiple attachments on reply ticket page. If I try to add another file, it replaces the

Re: [rt-users] Can't add multiple attachments on reply

2014-10-02 Thread Alex Peters
Thanks for confirming. Interestingly, another user had the same problem with RT v4.2.6: http://requesttracker.8502.n7.nabble.com/RT-4-2-6-Cannot-attach-multiple-attachments-when-opening-tickets-td58369.html Unfortunately though, no resolution was announced. Going off what was discussed,

Re: [rt-users] PriorityAsString : Priority and FinalPriority show unknown

2014-10-02 Thread Alex Peters
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,

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