[rt-users] small bug in SearchResults-XLS

Dear list, dear Emmanuel, today I used cpan (cpan -i RT::Extension::SearchResults::XLS) to install SearchResults-XLS to one of our RT instances (RT v3.6.6, Apache/2.2.3, Perl v5.8.8 on a SUSE Linux Enterprise Server 10). After that I got some error messages (see below my posting). Looks like

Re: [rt-users] RT 3.8.x Translation - Question for German Users

Hi German users, Maybe it's too late now for an answer but in our company most people use the German GUI and mostly they use the following terms while talking about tickets: Ticket = Ticket (almost never Anfragen) Queue = Bereich/Queue I also like the idea of Torben to translate the

Re: [rt-users] Resolve Ticket Option

Hi Justin, sure. Establish a custom field with the right ModifyCustomField for the user. Use the CF to trigger a scrip which sets the ticket to resolved. Ben Justin Hayes schrieb: I'd like to offer my customers an option to resolve a ticket themselves, however I don't want them to have

Re: [rt-users] Resolve Ticket Option

the ticket in the first place. Your method might be safer though, as you can permission it. Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] On 25 Jun 2008, at 09:45, Benjamin Weser wrote: Hi Justin, sure. Establish a custom field

Re: [rt-users] Modify Create Ticket display

Hi Kenn, I don't have the ultimate solution but I changed the behavior in that way, that there will be one column of custom fields only instead of two. This makes the look of RT much better. You just need to edit /opt/rt3/share/html/Ticket/Elements/EditCustomFields (copy it into local of

Re: [rt-users] RT Create Ticket display screen

If it does not exist yet just create a local directory parallel to your share directory with following subdirectories: /opt/rt3/local/etc /opt/rt3/local/html /opt/rt3/local/lib /opt/rt3/local/po /opt/rt3/local/sbin Ben Kevin Freels schrieb: Okay, I'm all for that, but I do not have a local

[rt-users] Error while installing RigthsMatrix

Hi list, I'm configuring a new RT-instance for a new project group here and have some issues now while installing the RightsMatrix. My System: openSuSE10.3 rt3.6.6 perl5.8.8 apache2.2.4 This is what make test tells me. To be honest I have no idea what it means or what I could do to solve the

Re: [rt-users] Help with RT permissions

Hi Tom, I'm not sure if it works but try to assign SeeQueue to privileged and SeeTicket for requestors and owners. Ben Tom Smith schrieb: Hi All, I'm trying to configure permissions in RT so that everyone can see every queue but only see those tickets that they are listed as

Re: [rt-users] Prevent users from Assigning Owner during ticket create?

Hi Aaron, you can either force the Owner back to Nobody like Kenn did (this is possible using OnCreate too) or even better, copy the /opt/rt3/share/html/Ticket/Create.html to your local directory and comment out the lines with the owner (I did this for us here and in some other files to get

Re: [rt-users] show a new ticket tab for a special user group only

-Name); $ticket_page_tabs-{_Ca} = { title = loc('RMB'), path = Ticket/RMB.html?id= . $id, }; } Ben Dirk Pape schrieb: Hello Ben, --Am 22. Mai 2008 18:39:12 +0200 schrieb Benjamin Weser [EMAIL PROTECTED]: $RT

[rt-users] show a new ticket tab for a special user group only

Hi list, I'm stuck. I tried for hours now to extend the tabs of a ticket. This worked so far with copying /opt/rt3/share/html/Ticket/Modify.html to local, rename it to RMB.html (my new site including some CFs wich should be visible for the special user group Members RMB and project managers

Re: [rt-users] Changing Password for user

Give them the right ModifySelf. IT GUY schrieb: Dear All, How do we allow users to change their password? I am using 3.6.5 version. Is there any option that needs to be enabled? I have searched but haven't had any luck. Yogesh

Re: [rt-users] insert blank columns in query builder

in the format string by default my @fields = qw( id Status ExtendedStatus [snip] Children NEWLINE blank ); Best, Ben Benjamin Weser schrieb: Hi list, is there a way to add a blank column to the shown column at Display Columns in the Query Builder? There is one as default

Re: [rt-users] Self Service

I think you'll need the right SeeQueue for that. Otherwise the queue is invisible and can't be resolved by the template. But I'm not so sure about that either. Mike Peachey schrieb: andrew fay wrote: morning mike!, thanks for that - sorted, One more thing, on the self service.. if I

[rt-users] insert blank columns in query builder

Hi list, is there a way to add a blank column to the shown column at Display Columns in the Query Builder? There is one as default at ShowColumns but there is no chance to add another one from Add Columns. Did I miss anything or is this not possible yet? I have not found anything at the list

Re: [rt-users] Archiving the Attachments Table

Why don't you make a general backup of your mysql database (you can also export this table only) and then use the Shredder to get rid of the attachments? Justin Hayes schrieb: Hi, Our attachments table is currently taking up 2.3gb and is easily the largest table in our RT 3.6.3 DB. I

Re: [rt-users] question about changes in RT_SiteConfig.pm

restart your webserver, e.g. apache2ctl -k restart Nelson Pereira schrieb: *Hi all,* * * *If I change some settings in RT_SiteConfig.pm, what do I need to do for the changes to take effect?* *Reload something?* * * *Thanks* * * *nelson*

[rt-users] updating attachments

Hi list, since I haven't found an answer in the mailing list or the wiki and can't think of a good solution myself I have to ask you all: Is there a possibility to update attachments instead of adding new versions all the time? Background: My boss intends to attach more or less often changed

Re: [rt-users] Send Notify except if Owner Nobody?

Hi Jean-Sebastien, I'd use two scrips in your case. 1) Decription: Notify Group On New Unowned Ticket Condition: UserDefined Action: NotifyGroup using this Extension: http://search.cpan.org/~ruz/RT-Action-NotifyGroup/ Template: Notify Group On New Ticket Custom Condition: unless(

Re: [rt-users] COndition on customfield change

medio ambiente -Original Message- From: Benjamin Weser [mailto:[EMAIL PROTECTED] Sent: viernes, 08 de febrero de 2008 14:53 To: Munoz, Alvaro Cc: RT Users Subject: Re: [rt-users] COndition on customfield change Alvara, have a look at http://wiki.bestpractical.com/view/Contributions

Re: [rt-users] COndition on customfield change

Alvara, have a look at http://wiki.bestpractical.com/view/Contributions, there are several examples how to read and manipulate the values of CFs via scrips. First you have to look if the transaction was caused by a CF, something like this: unless ( ( $self-TransactionObj-Type eq CustomField

Re: [rt-users] How to do a report for tickets that were reopened and closed numerous times?

Have a look at the field NewValue in table Transactions. There you can count how many times a ticket (ObjectId = TicketId) was opened and resolved. Mark Grob wrote: I am working on building a report in a separate reporting tool (SQL based). How can I look up how many times a ticket has been

Re: [rt-users] Documentation.

There's a very good user's documentation at http://www.css.washington.edu/wiki/Category:Request_Tracker which I chose to adapt for our internal documentation. You should have a look at the topics How To and Using RT. Tom H schrieb: Deepika Bhatia wrote: Is there any users manual and

Re: [rt-users] So confused on group and user rights?

works. Maybe I'll come back to RT another day but thanks for your help guys, I really appreciate you guys trying to help me get RT configured the way I need it but I guess RT is just not for me. Thanks, - Jake On Jan 10, 2008 6:16 AM, Benjamin Weser [EMAIL PROTECTED] wrote: But it sounds like

Re: [rt-users] Remove rt user

Get the Shredder at http://wiki.bestpractical.com/view/Extensions. This will work just fine. alex schrieb: Hi, how is possible from script, line command or perl to remove a Rt user ? Thanks a lot for all help ___

Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

We had the problem of RT not sending mails to anybody too. But I don't think that there were messages about that in rt.log because the fault was that somebody changed the IP of the mailserver. So all mails sent by RT stayed in the spool of postfix unless I corrected the postfix configuration

[rt-users] Bug in history/UTF-8-encoding?

Hi List, seems there are some more problems with UTF-8-encoding. Today it happened to us that a ticket's history isn't shown completely. Only the last two entries are shown - no create Ticket etc. are visible anymore. I've found the following errors in the log file: [Tue Dec 11 08:56:38

[rt-users] Bug in history/UTF-8-encoding?

Sorry, I always forget to add my system configuration: RT 3.6.4 Apache 2.2.3 MySQL 5.0.26 Perl: v5.8.8 Benjamin Weser schrieb: Hi List, seems there are some more problems with UTF-8-encoding. Today it happened to us that a ticket's history isn't shown completely. Only the last two entries

Re: [rt-users] RE: SLA timers? - custom ticket status

Hi Wouter, since there was no answer to it yet: Have a look at http://wiki.bestpractical.com/view/CustomStatuses. My boss didn't like the idea of a custom field including additional ticket statuses so I added some to the default ones. I also modified RT to show tickets with those custom

Re: [rt-users] Prevent changing of Custom Field

Hi Kenn, I don't think that there's an easy solution without changing RT code to prevent the change earlier. At least I haven't found anything about it in the list or wiki. I have similar requirements here and solved it with setting back the newValue to oldValue, e.g. if the user shouldn't have

Re: ***SPAM*** (K2) [rt-users] Making a field mandatory for ticket resolution.

Have a look at http://wiki.bestpractical.com/view/MandatorySubject . I just added it today to our RT. It works great for the subject and it shouldn't be too hard to add it to other built-in fields like timeworked too (there's a short description on the page). Huw Selley wrote: Hi, My apologies

[rt-users] Timeout while creating ticket - everything else works

Hello everybody, one of our privileged users wanted to create a ticket using the web interface but got only a timeout in the browser after pressing Create. She called me and I tried to create a ticket from my computer and this worked fine. It also can't be an issue of rights since I

[rt-users] Ticket search: missing requestors in dropdown menu

Hello everybody, is this a bug or a feature? ;) I just wanted to search for tickets created by an employee but I couldn't find her in the dropdown menu where you can search for Owner/Creator/LastUpdatedBy. So I checked again and saw that a couple of privileged users are not in this list.

Re: [rt-users] Seeking users of RT's Rights Delegation

I've set up our RT with Delegation even if I'm not so sure if this is the best solution for our problem. We are developing in different groups in several countries and a lot of manager are also included in the process of bug tracking, decision making etc. since this is a joint venture and

Re: [rt-users] Re: Cannot add members to groups...

http://wiki.bestpractical.com/view/ShowConfigTab Dummy cerberus schrieb: Sorry, I found out that only privileged users can be made members of my custom groups... but I don't want privileged users to be able to Configure the system... can I disable access to Configure menu? Best regards, M.A.

Re: [rt-users] scrip not working

Kenneth Crocker wrote: To all, I need some help with a scrip. I have the following coded: snip # # Custom action preparation code: #

[rt-users] Problems with Approval

Hi everybody, since yesterday I'm struggling with the Approval system of RT. I tried several systems and solutions from the mailing list and the wiki but I got nothing to work completely. We are using RT in an international developer group in our company for posting bugfixes etc. I have set up

Re: [rt-users] Problems with Approval

I've found out, that to be approved tickets will be visible if they are owned by somebody. At least he will see the tickets at the Approval site then. But that's also not like it's supposed to work, is it? Benjamin Weser wrote: Hi everybody, since yesterday I'm struggling with the Approval

[rt-users] Another rights question

Hi everybody, just saw the request of Torsten and Ruslan's answer to it. I have a similar situation (bug??) here: A user with the rights CreateTicket ReplyTicket SeeQueue ShowTicket Watch can create a ticket but also set Status and the Owner while creating the ticket. In the mail list I've

Re: [rt-users] relogin necessary after changing/creating queue

LeDuc wrote: Maybe put your code in the page that displays the queues and have it run every $Clear_Queue_Cache_Freq minutes, with that value set in RT_SiteConfig? At 05:15 AM 8/3/2007, Dirk Pape wrote: Hello, --Am 2. August 2007 13:35:11 +0200 schrieb Benjamin Weser [EMAIL PROTECTED]: I

Re: [rt-users] relogin necessary after changing/creating queue

of it. Tried to uncomment here and there and changed the values of the variables but nothing provided the solution I am looking for. :( Cheers, Ben Jesse Vincent wrote: On Aug 1, 2007, at 12:39 PM, Benjamin Weser wrote: Hello everybody, Whenever I create a queue or only change its name

[rt-users] relogin necessary after changing/creating queue

Hello everybody, Whenever I create a queue or only change its name, this change will be visible after a relogin. I thought it could be a problem of cache so I looked for cache in the RT_Config.pm and found this entry which should be ok like it is: Set($WebFlushDbCacheEveryRequest, '1'); I also