[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 RT::Handle::cmp_version is not known in RT 3.6.6 yet. As
small workaround it was sufficient, to comment out the condition in the
callback:
% #if (RT::Handle::cmp_version( '3.8.1', $RT::VERSION ) 0 ) {
a href=%$RT::WebPath%/Search/Results.xls%$QueryString%XLS/a
% #}
Maybe you can have a look at this.
Best regards,
Ben
*error:* Undefined subroutine RT::Handle::cmp_version called at
/opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions
line 3.
*context:*
*1:* % # Don't display this callback if our RT Version contains the
new ResultsView
*2:*% # AfterTools Callback
*3:*% if (RT::Handle::cmp_version( '3.8.1', $RT::VERSION ) 0 ) {
*4:* a
href=%$RT::WebPath%/Search/Results.xls%$QueryString%XLS/a
*5:*% }
*6:*%ARGS
*7:*$QueryString = undef
*...*
*code stack:*
/opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions:3
/opt/rt3/share/html/Elements/Callback:85
/opt/rt3/share/html/Search/Results.html:94
/opt/rt3/share/html/Search/Build.html:783
/opt/rt3/share/html/autohandler:291
Undefined subroutine RT::Handle::cmp_version called at
/opt/rt3/share/html/Callbacks/Results-XLS/Search/Results.html/SearchActions line 3.
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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 Dashboard to Übersichten. Maybe you can extend it to Persönliche Übersichten to tell the user that this will be his own setting. And I totally agree with keeping the rights in English. But I don't mind since I'm using the English version anyway... Another thing I'd like to be changed would be the menu Anfragen. Nobody expects the ticket search there. Since the menu above is called Vereinfachte Suche I'd like the menu Anfragen to be called Erweiterte Suche or similar. Also Wiedervorlage (in English Reminders) would be better translated to Erinnerung imho. Maybe some other people can think of more improvements on the translation too. Best, Ben Ham MI-ID, Torsten Brumm schrieb: Hi Björn, I think i will go the way to NOT translate all the things. As i read from all the answers it makes no sense, some denglisch wordings are ok. OK, i'm nearly finished with the translation (with the new updates from Emmanuel). Ticket = Ticket Dashboard = Dashboard Queue = Queue For the Rights Translations i agree with Andreas, Violetta and Torben that i makes no sense to translate, Torben is right, this is a nightmare if you are at the admin panel. Btw. Administration: I'm thinking about NOT to translate the whole Admin Part, because like Andreas said, ist confusing more if you work together with the book or the wiki and you have all the time to translate back from german to english and i think, someone who will administrate rt should know a little about english... OK, actual Status: i will sent to BPS the whole translation (including admin and installation) but offer also at my homepage some different versions and try to keep them up2date. Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Uwe Bielang (Stellv.), Bruno Mang, Dirk Blesius (Stellv.), Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne -Ursprüngliche Nachricht- Von: Bjoern Schulz [mailto:[EMAIL PROTECTED] Gesendet: Dienstag, 19. August 2008 16:16 An: Ham MI-ID, Torsten Brumm Betreff: Re: [rt-users] RT 3.8.x Translation - Question for German Users Hallo Torsten, ich hab mal bei meinen deitschen Nuztern nachgefragt. Dashboard würden wir lassen Queue als Bereich übersetzen wäre okay Und Ticket sollte Ticket bleiben. Beste Grüsse vom DESY in HH, Björn Ham MI-ID, Torsten Brumm wrote: Hi Together, i'm just finished with the translation for the actual rt 3.8.x. I have a global question for all german users regarding some wordings. What do you think about translation for special words like: Dashboard, Queue and Ticket. Should it be translated or should it be like it is? Comments are welcome. Torsten ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 the Modify Ticket permission (which I think is the one you need for changing status). Does anyone know of a way round this? I'm running 3.6.3 Cheers, Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Resolve Ticket Option
Hi Justin,
I established the indirect method of changing the ticket status here
at our RT to get a kind of workflow. You can set permissions of each CF
at Configuration-Custom Fields-NameOfCF-Group Rights.
There you are able to give your user (or better your groups) the
ModifyCustomField right. You won't need to set SeeCustomField or
ModifyCustomField globally then anymore. You just need to select
(activate) the CustomFields globally (for all queues) or on queue level.
Try it :)
Ben
Justin Hayes schrieb:
Hi Ben,
Thanks for that suggestion - had forgotten you can scrip based on the
change to a custom field. However can you grant permissions to
specific custom fields? I have others and don't want the customer to
be able to change those.
I had been thinking somewhere along the lines of altering the
SetStatus fucntion in Ticket_Overlay.pm
It currently does this:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I was thinking about trying:
#Check ACL
if ( $args{Status} eq 'deleted') {
unless ($self-CurrentUserHasRight('DeleteTicket')) {
return ( 0, $self-loc('Permission Denied') );
} elsif ( $args{Status} eq 'resolved') {
# do nothing as we don't mind people resolving
} else {
unless ($self-CurrentUserHasRight('ModifyTicket')) {
return ( 0, $self-loc('Permission Denied') );
}
}
I figured that would be ok as you'd have to have the permission to see
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 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 the Modify Ticket
permission (which I think is the one you need for changing status).
Does anyone know of a way round this? I'm running 3.6.3
Cheers,
Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]
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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 course) and get rid of the code which divided the number of CFs into
two columns.
This is how my code now looks like above the %INIT section:
table
% while (my $CustomField = $CustomFields-Next()) {
tr id=CF-%$CustomField-id%-EditRow
td valign=top class=labeltop
b%$CustomField-Name%/bbr /
!--i%$CustomField-FriendlyType%/i--
% if (my $msg = $m-notes('InvalidField-' . $CustomField-Id)) {
em style=color: red% $msg %/em
% }
/td
td class=entry /Elements/EditCustomField,
Object = $TicketObj,
CustomField = $CustomField,
NamePrefix = $NamePrefix ,
Default = $m-notes('Field-' . $CustomField-Id),
/td
/tr
% }
/table
Try this, it will make the sites more readable. Now it also makes more
sense to sort the CFs. Would be nice to add more widgets or get at least
a possibility to group a couple of CFs to reasonable categories but
unfortunately I don't have any time to hack this into RT.
Ben
Kenneth Crocker schrieb:
To all,
When my users go into the new Ticket screen to create a ticket, the
custom fields that are available are scattered all over the place. I'd
like to arrange them, somehow. I've gone to
Configuration-Queues-Ticket Custom Fields and re-arranged the order of
how they are to be displayed, but that just moves them up and down and
THAT doesn't always work. How can I keep RT from squeezing them into the
screen on the left or right of another field as well as get them in the
right top-down order? Thanks in advance.
Kenn
LBNL
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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 directory in my install. The only places I can locate from the install are: /etc/rt3 (site config indo) /usr/local/etc/rt3 (contains an Authen-ExternalAuth dir with its own RT_SiteConfig.pm for LDAP auth) /usr/share/rt3 (where the HTML code resides) Is the local my /usr/local/etc/rt3 directory? I copied over the Create.html to /usr/local/etc/rt3/html/Tickets, mod'd it, but then got a 404 (since I had to move the original out of the way). So unless I'm missing something, this didn't work. I'm still up for a different way to do this other than mod'ing the .html code RT 3.6.5/FC8 k -=-=-=- -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Tuesday, June 24, 2008 6:04 AM To: Kevin Freels Cc: Kenneth Crocker; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Create Ticket display screen It is best to make modifications in the local tree so that upgrades don't overwrite your changes. See http://wiki.bestpractical.com/view/CleanlyCustomizeRT ...SNIP... -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 problem. PERL_DL_NONLAZY=1 /usr/bin/perl -MExtUtils::Command::MM -e test_harness(0, 'inc', 'blib/lib', 'blib/arch') t/*.t t/00setup...Name RT::DatabaseName used only once: possible typo at t/00setup.t line 14. # Must test against rt3regression! # Looks like your test died before it could output anything. t/00setup... Dubious, test returned 255 (wstat 65280, 0xff00) Failed 178/178 subtests t/01groups..Name RT::DatabaseName used only once: possible typo at t/01groups.t line 16. # Must test against rt3regression # Looks like your test died before it could output anything. t/01groups.. Dubious, test returned 255 (wstat 65280, 0xff00) Failed 37/37 subtests t/02acl.Name RT::DatabaseName used only once: possible typo at t/02acl.t line 16. # Must test against rt3regression # Looks like your test died before it could output anything. t/02acl. Dubious, test returned 255 (wstat 65280, 0xff00) Failed 28/28 subtests t/03utilName RT::DatabaseName used only once: possible typo at t/03util.t line 16. # Must test against rt3regression # Looks like your test died before it could output anything. t/03util Dubious, test returned 255 (wstat 65280, 0xff00) Failed 41/41 subtests t/pod-coverage..ok t/pod...ok Test Summary Report --- t/00setup.t (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 178 tests but ran 0. t/01groups.t(Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 37 tests but ran 0. t/02acl.t (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 28 tests but ran 0. t/03util.t (Wstat: 65280 Tests: 0 Failed: 0) Non-zero exit status: 255 Parse errors: Bad plan. You planned 41 tests but ran 0. Files=6, Tests=6, 1 wallclock secs ( 0.02 usr 0.01 sys + 1.35 cusr 0.14 csys = 1.52 CPU) Result: FAIL Failed 4/6 test programs. 0/6 subtests failed. make: *** [test_dynamic] Error 255 TIA, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 Requestor or Owner on. If I assign the rights SeeQueue and ShowTicket to Privileged, they can see every queue and every ticket on the system. If I assign these same rights to Requestor (and remove them from Privileged), they can't see any of the queues and can see their tickets only if they search for them. Ideally, I'd like everyone to be able to see every queue listed in the Quick search section of RT at a glance but only be able to see tickets that they Own or Requested. Can anyone offer any help for achieving this? ~ Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 rid of all the built-in fields we do not use), so
people won't even see there's a possibility to set an owner themselves:
!--td class=label
|/lOwner/:
/td
td class=value
/Elements/SelectOwner, Name = Owner, QueueObj = $QueueObj,
Default = $ARGS{Owner}||$RT::Nobody-Id, DefaultValue = 0
/td--
Ben
Kenneth Crocker schrieb:
Aaron,
I reset the owner to Nobody when a ticket is moved to a new queue.
Perhaps a little change to that will work for you. Here it is:
Condition: On Create
Action:User-defined
Template: Blank
Stage: TransactionBatch
#
# Custom condition: none
#
#
# Custom action preparation code:
#
return 1;
#
# Custom action cleanup code:
#
# set new Ticket Owner value
my $ticket = $self-TicketObj;
$ticket-SetOwner(10, 'Force');
return 1;
I hope this helps.
Kenn
LBNL
On 5/22/2008 10:48 AM, Aaron Sallade wrote:
We have a workflow where our customers log in to RT and can create a new
ticket in the Helpdesk Queue. Unfortunately they are currently able to
assign an Owner during the Create process.
I have not been able to find a permission that limits or allows
assigning an owner, it seems to be granted along with the Create Ticket
right.
I have tried to write a scrip that will set the owner to Nobody, but I
get an error in the log stating that I can only assign tickets that have
no owner or are assigned to me.
Ideas?
Aaron Sallade'
Application Manager
PTSO of Washington
//Shared Technology for Community Health///
/(206) 613-8938 Desk
(206) 521-8833 Main
(206) 613-5078 Fax
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Re: [rt-users] show a new ticket tab for a special user group only
Hi Dirk,
thank you, your code works. Almost. ;)
I had to mix it up a little bit with what I've found at the wiki
(http://wiki.bestpractical.com/view/TestGroupMembership) since
HasMemberRecursively() expects a Principal as parameter.
For everybody with similar problems: here you can see my working code now:
my $group = new RT::Group($session{'CurrentUser'});
$group-LoadUserDefinedGroup('Members RMB');
my $principal = new RT::Principal($session{'CurrentUser'});
$principal-Load($session{'CurrentUser'}-Id);
if ($group-HasMemberRecursively($principal)) {
$RT::Logger-info(found: , $group-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::Logger-info(User: , $session{'CurrentUser'}-Name);
my $groups = $session{'CurrentUser'}-UserObj-OwnGroups;
$RT::Logger-info(Count: , $groups-Count);
while (my $group = $groups-Next){
$RT::Logger-info(test: , $group-Name);
if ( $group-Name =~ /Members RMB/ ){
$RT::Logger-info(found: , $group-Name);
$ticket_page_tabs-{_Ca} = { title = loc('RMB'),
path = Ticket/RMB.html?id= . $id,
};
}
}
I don't know why your code does not work, but I would do it other way
round: load the group and look if currentuser is a member.
Without guarantee:
my $group = new RT::Group($session{'CurrentUser'});
$group-LoadUserDefinedGroup('Members RMB');
if ($group-HasMemberRecursively($session{'CurrentUser'})) {
$ticket_page_tabs-{_Ca} = { title = loc('RMB'),
path = Ticket/RMB.html?id= . $id,
};
}
Dirk.
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[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
only). This worked fine.
But now I wanted only members of group Members RMB to see this new tab
at the tickets. So I added some lines to
/opt/rt3/local/html/Ticket/Elements/Tabs which look like that:
my $ticket_page_tabs = {
_Aa ={ title = loc('Display'),
path = Ticket/Display.html?id= . $id, },
_Ab ={ title = loc('History'),
path = Ticket/History.html?id= . $id, },
_B = { title = loc('Basics'),
path = Ticket/Modify.html?id= . $id, },
_C = { title = loc('Dates'),
path = Ticket/ModifyDates.html?id= . $id, },
_D = { title = loc('People'),
path = Ticket/ModifyPeople.html?id= . $id, },
_E = { title = loc('Links'),
path = Ticket/ModifyLinks.html?id= . $id, },
_F = { title = loc('Reminders'),
path = Ticket/Reminders.html?id= . $id,
separator = 1, },
_X = { title = loc('Jumbo'),
path = Ticket/ModifyAll.html?id= . $id, },
};
$RT::Logger-info(User: , $session{'CurrentUser'}-Name);
my $groups = $session{'CurrentUser'}-UserObj-OwnGroups;
$RT::Logger-info(Count: , $groups-Count);
while (my $group = $groups-Next){
$RT::Logger-info(test: , $group-Name);
if ( $group-Name =~ /Members RMB/ ){
$RT::Logger-info(found: , $group-Name);
$ticket_page_tabs-{_Ca} = { title = loc('RMB'),
path = Ticket/RMB.html?id= . $id,
};
}
}
As you can see I used a lot of logging already but I couldn't find the
answer to my problem which is the following: The tab RMB will only be
shown if the user is member of the group Members Admin which have the
right superuser (of course). How can this happen?
Here are some short snippets from my logfile (please compare with the
code above):
This was a working version with user weser as member of group Members
Admin:
[Thu May 22 16:04:34 2008] [info]: Successful login for weser from
xxx.xxx.xxx.xxx (/opt/rt3/local/html/autohandler:258)
[Thu May 22 16:04:37 2008] [info]: User: weser
(/opt/rt3/local/html/Ticket/Elements/Tabs:133)
[Thu May 22 16:04:37 2008] [info]: Count: 4
(/opt/rt3/local/html/Ticket/Elements/Tabs:135)
[Thu May 22 16:04:37 2008] [info]: test: AllUsers
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:37 2008] [info]: test: Members Developer
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: test: Members Admin
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: test: Members RMB
(/opt/rt3/local/html/Ticket/Elements/Tabs:137)
[Thu May 22 16:04:38 2008] [info]: found: Members RMB
(/opt/rt3/local/html/Ticket/Elements/Tabs:139)
This happens if I delete user weser from group Members Admin:
[Thu May 22 16:06:53 2008] [info]: Successful login for weser from
xxx.xxx.xxx.xxx (/opt/rt3/local/html/autohandler:258)
[Thu May 22 16:06:56 2008] [info]: User: weser
(/opt/rt3/local/html/Ticket/Elements/Tabs:133)
[Thu May 22 16:06:56 2008] [info]: Count: 3
(/opt/rt3/local/html/Ticket/Elements/Tabs:135)
It will not go into the while-loop. Can anybody please explain me why?
Or does anyone has at least some suggestions where else I could have a
look? Or a work around? Anything?
Thanks a lot in advance.
Ben
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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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] insert blank columns in query builder
The problem's solved. For the sake of the mailing list, here's the solution. Just copy $RT_HOME/share/html/Search/Elements/BuildFormatString to local and add a blank to the array starting at line 68. Then the blank can be used everywhere for the search. # All the things we can display 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 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 or the wiki about this issue... Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 change someone's ticket's queue it gives them the message : afay - Queue changed from to and thats it.. no mention of what queue it has been moved from to, is there a quick fix for that? as this is our last issue before we can bring RT live, I'm not sure about that one to be honest - I've hardly ever moved a Ticket between Queues. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 or the wiki about this issue... Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 know that that table contains both the text of comments/replies as well as the files that are attached to tickets. Has anyone looked at archiving this table? Ideally I'd like to keep textual comment/replies but remove attached files. I'd also like to do it in a way that would mean I could get them back later if needed. Any ideas? Justin -- Justin Hayes Support Manager [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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* ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 documents by different people like specifications etc to RT (using it partly like a document management system I guess). To avoid adding a new file version each time (and a hugely growing database) he likes to update the file instead. Is there a possibility? Alternatively I thought about giving rights to the Shredder to several people so they can delete old attachments before adding new ones but that means giving them rights for the Rights Matrix too and I don't want them to play around and mix up all the settings. Will be hard to restore that later. Right now only me and another admin have access to the configuration menu. Are there any good ideas on this topic which I haven't thought of yet? Or any ideas how to implement the updates of attachments (if possible)? Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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( $self-TransactionObj-Type eq Status
$self-TransactionObj-Field eq new )
{
return 0;
}
return 1;
2)
Description: Notify Owner On New Ticket
Condition: On Create
Action: Notify Owner
Template: Notify Owner
Keep in mind that no mails are sent if owner is Nobody so scrip #2 will
only work if there's really an owner. But you may want to extend the
first condition to look if the owner is Nobody. Otherwise the group will
be informed in each case. But I'm too lazy to look for that code now
too. Check the wiki at http://wiki.bestpractical.com/view/HomePage and
the list at http://www.gossamer-threads.com/lists/rt/ too, they will
become your best friends while using RT. ;)
I hope that helps a little bit.
Best,
Ben
Jean-Sebastien Morisset schrieb:
Arg! This is really frustrating. Using examples found here and there, I
tried this, but it doesn't work...
---BEGIN-TEMPLATE---
{
my ($to, $for, $msg);
if ($Ticket-OwnerObj-Name eq Nobody) {
$to = [EMAIL PROTECTED];
} else {
$to = $Ticket-OwnerObj-EmailAddress;
$for = for .$Ticket-OwnerObj-Name;
}
$msg .= To: $to\n;
$msg .= Subject: $Ticket-QueueObj-Name() Queue $for:
$Ticket-Subject()\n\n;
$msg =. Ticket #$Ticket-id $for has been added to the
$Ticket-QueueObj-Name() queue.\n;
$msg;
}
- Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
---END-TEMPLATE---
Does anyone see where the problem might be?...
Thanks!
js.
On Mon, Mar 03, 2008 at 01:43:17PM +, Jean-Sebastien Morisset wrote:
Hi everyone,
I know there's a way to do this, but I'm still learning RT, so I don't
know exactly how to code this... I'd like to send an e-mail for a new
ticket to a group, if the owner is Nobody, and send it to the owner if
the owner is NOT Nobody. Right now I have a generic e-mail scrip...
The scrip:
On Create Send Email with template Added to Queue Email
The template (Added to Queue Email):
To: [EMAIL PROTECTED]
Subject: {$Ticket-QueueObj-Name()} Queue: {$Ticket-Subject()}
Ticket #{$Ticket-id} has been added to the {$Ticket-QueueObj-Name()}
queue.
- Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
So I guess I'm looking to change the template to something like:
---BEGIN---
if owner eq Nobody {
To: [EMAIL PROTECTED]
Subject: {$Ticket-QueueObj-Name()} Queue: {$Ticket-Subject()}
Ticket #{$Ticket-id} has been added to the {$Ticket-QueueObj-Name()}
queue.
} else {
To: owner-email
Subject: Your Ticket in {$Ticket-QueueObj-Name()} Queue:
{$Ticket-Subject()}
Ticket #{$Ticket-id} has been added to the {$Ticket-QueueObj-Name()}
queue and assigned to you.
}
- Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
{$Transaction-Content()}
---BEGIN---
What do you think?
Thanks!
js.
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Re: [rt-users] COndition on customfield change
Alvaro,
seems the changes of custom fields are not in table Transactions at
NewValue and OldValue but linked from OldReference and NewReference.
Nevertheless you can read the values by first checking if the
transaction was caused by the special CF like I mentioned before and
then you can read old and new value using the TransactionObj like this:
$self-TransactionObj-OldValue and $self-TransactionObj-NewValue. I
have to admit, I don't know how it works internally but I never really
cared because it works for me this way. ;)
Give it a try.
Munoz, Alvaro wrote:
Hi Benjamin,
I looked at the wiki and the list before posting, but the problem is that
newValue and oldValue attributes are not set in the transaction.
+---++--+---+-+---+--+--++--+--+--+-+-+
| id| ObjectType | ObjectId | TimeTaken | Type| Field | OldValue
| NewValue | ReferenceType | OldReference | NewReference | Data
| Creator | Created |
+---++--+---+-+---+--+--++--+--+--+-+-+
| 25207 | RT::Ticket | 188 | 0 | CustomField | 323 | NULL
| NULL | RT::ObjectCustomFieldValue | NULL | 6992 | NULL
| 12 | 2008-02-08 15:05:39 |
+---++--+---+-+---+--+--++--+--+--+-+-+
There should be a way to get those values within the scrip. How does ticket
history transaction get those values to print?
# Vie. Feb. 08 16:46:20 2008 root - Valor de Fase ha cambiado
de 'primera' a 'segunda'
Thanks again,
Alvaro Muñoz Sánchez
Technical Consultant
Hewlett Packard Consulting Integration
Phone: 628 13 01 36
E-Mail: [EMAIL PROTECTED]
P Antes de imprimir piensa en el 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, 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
$self-TransactionObj-Field == 6 ) || $self-TransactionObj-Type
eq Create
) {
return 0;
}
Hint: The 6 equals the id of the CF.
Then you can test for OldValue and NewValue. Have a look at the examples
mentioned above.
Best,
Ben
Munoz, Alvaro schrieb:
Hi there,
Is there any way to match a customfiled value change from one specific
value to another?
Transactions of type CustomField leave NewValue and OldValue to NULL
so I just can know that the field has changed but not the old and new
values.
In the ticket history you can see both values, can i use those values
from a scrip condition?
Thanks in advance!
Alvaro
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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
$self-TransactionObj-Field == 6 )
|| $self-TransactionObj-Type eq Create
) {
return 0;
}
Hint: The 6 equals the id of the CF.
Then you can test for OldValue and NewValue. Have a look at the examples
mentioned above.
Best,
Ben
Munoz, Alvaro schrieb:
Hi there,
Is there any way to match a customfiled value change from one specific
value to another?
Transactions of type CustomField leave NewValue and OldValue to NULL
so I just can know that the field has changed but not the old and new
values.
In the ticket history you can see both values, can i use those values
from a scrip condition?
Thanks in advance!
Alvaro
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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 closed an reopened? Any suggestions? I want to see which of my Tech support reps are auto resolving an issue and then it is getting reopened because the issue was not really resolved. -Mark Grob ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 administrators manual available for RT? Hi, We are currently writing end user documentation for RT, and it would really help to see what has been done before. If you care to share ;-) Many Thanks, Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] So confused on group and user rights?
Jake, yes it takes a lot of time to get familiar with RT. I would describe RT as a kind of all-in-one device suitable for every purpose which makes it hard to configure. First I was confused about everything like you but the more time you spend on it the more you will understand how RT works and how you can configure and even hack it. The big advantage is that you can customize RT for so many different purposes which other ticket systems may not allow. That's why I chose RT for our company since we need it primarily as assistance to our development procedure but also for communication and wish list for our customers/partners which are spread all over the world. / http://dict.leo.org/ende?lp=endep=eL4jU.search=all-in-one/ Best, Ben Jake Conk schrieb: Benjamin, Thanks, I'm glad I'm not the only one feeling confused about rights in RT :) After a little fiddling around I notice I wasn't seeing my own tickets created because an admin had to go and assign the person who wrote the ticket as the owner of the ticket then they appeared in my unprivileged user's home page. I'm not exactly agreeing with the way this system works now. By default if I create a ticket then I should be able to see all the tickets I created in my home page under My open tickets, to me that makes perfect logical sense. I think I've wasted too many work days on trying to figure out this ticket system and it doesn't work the way I thought ticket systems should work. It could be that I'm too dumb to figure this out but I hope thats not the case lol. I just tried OTRS (http://www.otrs.org) and I was able to get that up and configured the way I need to in about 15 minutes! The clients see what they need to see and the admins see what they need to see! It makes perfect sense and just 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 a bug to me that he's able to create a ticket although he doesn't see a queue. What if there is more than one queue? Where will the ticket be created? I thought SeeQueue is mandatory to create Tickets using the web interface of RT. Sometimes I feel like Jake: confused about the rights in RT ;) Drew Barnes wrote: They can't see the queue in the list because they don't have SeeQueue rights. Jake Conk wrote: Hello, So I'm struggling trying to figure out user and group permissions. I was told that all users need the right Let this user be granted rights so that they can create tickets but when I give a user that permission then they no longer have the link New ticket. I activated Create Ticket, Reply To Ticket, Show Ticket, and Show Ticket Comments on ALL groups and roles as an act of desperation for trying to figure this out and still cannot create a ticket with this user. I then revoked Let this user be granted rights and the New Ticket link was there again and I was able to create a ticket but next to the Queue field its just () even though I have a queue created. I hit Create ticket and the ticket was created under my only queue but why doesn't my Queues show up properly for create a ticket and why cant I create a ticket with this user when give the right Let this user be granted rights? Also my custom fields for do not show up to the ticket page even though I select Ticket under Applies to. Can someone give me a simple guide on the basic work flow when using this system to create a user who simply creates tickets? Thanks, - Jake ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 with the new IP address of the mailserver. Unfortunately I can't check the logfile anymore because it doesn't contain information from this time anymore. But maybe that's another part of the system where you can have a look at. Good luck! Ben Kenneth Crocker schrieb: Stephen, AHHH! Kool. I just learned something. Then I really can't see why RT can't find a recipient unless there is some disconnection between what RT is looking for and where it looks for it. Alexander said there were no changes to RT. The scrips are triggering, RT is looking, nothing is found, no email goes out, but probably would have if RT had found a recipient. I'm sure he checked the organization set to the DNS name of the host problem from before. I'm at a loss, but that's no big surprise since I am just now getting to learn about the internals of RT. Hope someone has an idea that works for him. Kenn LBNL On 12/20/2007 10:44 AM, Stephen Turner wrote: At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote: Alexander, I agree. If RT could not access the DB, then a lot of things would not be working. However, my point was really that based on the content of the error message, RT thinks that it hasn't FOUND the recipient. There could, and probably are, many possible reasons for that. Perhaps after accessing the DB, the data gets lost in transition or put into an area that got misnamed or is not accessible for some reason. I am not a Systems guy when it comes to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the business for a long time and my debugging skills tell me that RT is having trouble with either capturing the data or finding/recognizing it after it has been captured/found/stored. Somewhere in that process, the data is either getting lost or it becomes unrecognizable, ergo the error message you're getting. Sorry I can't be of more help. I am REALLY interested in what you DO find when you get the problem resolved. Best of luck. Kenn LBNL The No recipients found message just means that the scrip decided that nobody should receive mail for this transaction - it doesn't mean that data is missing or corrupt. For example - if you have a scrip with action 'Notify AdminCcs' and there are no AdminCcs for the ticket or queue, you'll see this message in the log. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb2, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb2, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) ... Probably some Russian letters were used there since the error happened after an update of an employee of our Russian team. But I'm not sure about that since there are many tickets with Russian descriptions where no errors occured. Are there any ideas how to fix this except manipulating the data in the database directly? Best regards, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 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 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb2, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:56:38 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb2, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) [Tue Dec 11 08:58:40 2007] [warning]: Malformed UTF-8 character (unexpected continuation byte 0xb0, with no preceding start byte) in substitution iterator at /usr/lib/perl5/5.8.8/Text/Tabs.pm line 26. (/usr/lib/perl5/5.8.8/Text/Tabs.pm:26) ... Probably some Russian letters were used there since the error happened after an update of an employee of our Russian team. But I'm not sure about that since there are many tickets with Russian descriptions where no errors occured. Are there any ideas how to fix this except manipulating the data in the database directly? Best regards, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 statuses in RT at a glance since by default there are only tickets with statuses new and open shown by RT. Unfortunately I'm very busy with other tasks right now but when I have the time I will add a short tutorial to our internal knowledge base and will also publish it in the wiki about that since I haven't seen anything like that there yet. Best, Ben Wouter van den Bergh schrieb: Hi, I would like to add extra ticket status options besides new, open, stalled, closed, resolved etc. I’ve been searching the net on how to do this, but I cannot find any ware on how to do this. Can any one push me in the right direction? Cheers, Met vriendelijke groet, Wouter van den Bergh, Customer Support Engineer 2nd Line Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/ Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 [EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 the possibility to set a combo box back to work in progress once he changed it to work done. It's not the best solution (and I still try to get rid of the RT message changed to 'work in progress' although there were no visible changes for the user) but it works. If there's a solution to catch changes before changing the CF (like described by Kenn), I would be interested in it too. Regards, Ben Kenneth Crocker wrote: To all, I have a Custom Field that has two values, Yes and No. I have granted ModifyCustomField to a certain group. When someone of that group modifies that CF, I want to disallow or stop that update from occuring if the ticket owner is the same person modifying the CF. Is that really possible? I've been assuming that when a custom condition checked the NewValue, the NewValue was already a fact, set in stone. Is my assumption correct? If so, I could create a scrip to undo the change, but that seems a bit bulky and I would prefer to stop the change before it is completed. Any help??? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today.Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 if this belongs on rt-devel. I am currently using RT 3.6.3 in production and have had a request from management to force users to update the 'Time Worked' field when resolving a ticket. I could not spot anywhere in the UI to make a built-in field mandatory so I guess I need to write a scrip to do this. My questions are: 1) Can I do this from the UI? 2) If not can someone point me in the right direction, I am happy to write a scrip that runs OnResolve and checks that there is a value in the timeworked field but I am unsure how to warn the user that they have not filled in a value (or does RT take care of that for me?) Thanks in advance Huw s2s company email disclaimer: http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number : GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 successfully created a ticket with her account from my place (we are working in different cities). I thought of network problems too but she could browse through tickets in RT without any problems. Next time she tried to create the ticket it didn't work either. I checked the rt.log and came up with the following critical error: [crit]: Apache2::RequestIO::read: (70007) The timeout specified has expired at (eval 654) line 5 (/opt/rt3/bin/webmux.pl:127) Does anyone have an idea what could have happened there? Any hints are appreciated. Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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. After checking further I found out that users need the OwnTicket-right to appear in this menu. It would be nice if this could be extended to the right CreateTicket too so we can use this part of the search to look for tickets created by users who are not allowed to own a ticket. Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 many many people are involved in the process. The goal was to find a tracking system for change requests where managers can create tickets and see the process of working (at least the replies), developers should work on the ticket but not create some and some team leaders should assign tickets to developers and also change them to resolved after verifying the work of the developers is done. Another hurdle is that some manager should see queue A, B and D, another one B, C and F and another one all of them etc. Same for different developers and team leaders. No Delegation is needed so far since you could assign all the rights to different people if you like but I think this would get really messy soon if everybody has different globally rights. And my boss wanted me to set up possibilities for different Queue Admins (I call them Quads ;) ) which should be able to add people to their queues, assign them rights etc so the responsibility for each queue lays in the hands of each Quad. This is why I used Delegation then. To avoid a lot of trouble if somebody will leave the company or somebody else should be responsible for a queue and all rights have to be transfered I created a non-personal account for each queue, called it QuadQueuename and gave it all rights of the specific queue. Think of it like a root account on a UNIX system for which I can give away the password to the responsible person. Within each of these accounts I created three personal groups: CreateTicket (for managers to post their requests or bugs etc, they can only create tickets, see the queue and ticket and reply), WorkOnTicket (for all the developers, they can reply, comment) and TeamLeader (they have almost all admin rights, can take/steal/assign/resolve tickets). So with this setup each Quad account can be used to administer one queue, add people or global groups (like DevelopersTownX, DevelopersTownY, VIPManager), remove them etc. Well I'm still not so sure if this was the best solution but at least it is a solution for our splitted system here. It only gets very annoying when it comes to changes within the queues which can't be done globally. I have to login to each queue with the Quad account, make the changes, logout and login with the next Quad for each queue. The more queues I have the worse it gets. Right now we have ten queues but since it works now, not so many changes take place anymore. The big advantage of this system is (in my point of view) that I have a better overview over the rights of each queue. I don't have to give rights globally, for queues and several people. The global groups I mentioned above (DevelopersTownX, ...) have no rights at all but work as a nice collection. If a new developer joins the team I only have to add him globally to this group and he will get the rights of the personal group of a Quad to which his global group was added in a queue. I hope you all understand this complex behaviour and didn't describe it too confusing. If I did, just ask for further description. Or also please tell me if you know a better (and less complex) way to manage all these requirements. Cheers, Ben Jesse Vincent schrieb: On Sat, Sep 22, 2007 at 04:11:51PM -0400, Mathew wrote: We don't currently use it but, it is a major part of a work flow overhaul we are currently developing. Can you explain how you plan to use it? Keep up with my goings on at http://theillien.blogspot.com Jesse Vincent wrote: As far as I know, _nobody_ uses this feature of RT. If nobody speaks up and tells me otherwise, the feature may be removed from a future version of RT. So. Do you use Delegation? If so, what sort of process makes it useful for you? Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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. On 9/24/07, Dummy cerberus [EMAIL PROTECTED] wrote: Hello, I-m using RT 3.6.4 with LDAP authentication and information against Active Directory... the problem I found is that, when I go to Config-Groups-Members, I cannot select users to add to the group... I can only select two users: root (from DB) and user1 (from LDAP)... user1 was marked as privileged... but the other users from LDAP which are not privileged cannot be selected... Best regards, M.A. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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: # # set new Work-Status value my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Work-Status; my $cf_value = Estimating Effort; $cf_obj-LoadByName( Name = $cf_name ); $RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n ); $cf_obj-AddValueForObject( Object=$ticket, Content=$cf_value, ); I don't have any experience in Perl coding but check the last line. Is it possible that there's the error? There is no parameter behind the last comma or the comma itself is to much maybe... Regards, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 different groups with different rights. So there are (biz)-people who can only create tickets and tell, where they saw some errors. Some team leaders will assign the tickets to developers then. Now I try to set up the approval system to let tickets be approved by the team leader again (as a final check if everything is ok) when a developer hits resolved. The problem now is that I can't see anything in the menu Approval no matter what I do. Enabling Queue ___Approval doesn't work. I added the ShowTicket-right to AdminCCs globally (like mentioned at ApprovalCreation in the wiki) in but this also didn't work. Even as superuser I can't see any tickets in the menu Approval. The only possibility to get a ticket approved is to go to the ticket which was resolved by the developer, choose the created ticket on Depends On and hit resolved on that one. But since the original ticket has the status resolved already it's not to see in the queue anymore and if I don't create a scrip that sends email to inform people to approve a ticket nobody will ever know about that and the ticket will never be reviewed and approved/opened again. Please help me, I'm stuck... What am I doing wrong? Or is there maybe a better solution for my problem? Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
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 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 different groups with different rights. So there are (biz)-people who can only create tickets and tell, where they saw some errors. Some team leaders will assign the tickets to developers then. Now I try to set up the approval system to let tickets be approved by the team leader again (as a final check if everything is ok) when a developer hits resolved. The problem now is that I can't see anything in the menu Approval no matter what I do. Enabling Queue ___Approval doesn't work. I added the ShowTicket-right to AdminCCs globally (like mentioned at ApprovalCreation in the wiki) in but this also didn't work. Even as superuser I can't see any tickets in the menu Approval. The only possibility to get a ticket approved is to go to the ticket which was resolved by the developer, choose the created ticket on Depends On and hit resolved on that one. But since the original ticket has the status resolved already it's not to see in the queue anymore and if I don't create a scrip that sends email to inform people to approve a ticket nobody will ever know about that and the ticket will never be reviewed and approved/opened again. Please help me, I'm stuck... What am I doing wrong? Or is there maybe a better solution for my problem? Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[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 found a solution to automatically assign a ticket to somebody while creating it. If this would overwrite the described behavior it would be ok for me. But shouldn't have the user no rights at all to set the values Owner and Status? If a really stupid user decides to choose Resolved, nobody will bother about the ticket. Will this be fixed in the next version too? Regarding to Ruslans answer those fields won't be visible at all in the next version. Is that right? Maybe I will sit here and wait for so long then ;) Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] relogin necessary after changing/creating queue
I added the code into local/html/Elements/SelectQueue right at top of
the init-Block. This works fine for me now and I don't think that it
will cost too much performance. After all it's just a bloody web app and
not a realtime animation or so. ;) Thanks for the two lines Dirk.
Cheers,
Ben
Gene 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 had a look at the code in /Elements/SelectQueue but since I haven't
done anything in perl (yet) I didn't get very much out of it. Tried to
uncomment here and there and changed the values of the variables but
nothing provided the solution I am looking for. :(
the code you have to be performed is the following:
delete $session{'create_in_queues'};
delete $session{'quick_search_queues'};
This is emptying the cache of queues which is stored in the $session
object. But you have to decide where you want to perform it. Maybe
you place a button somewhere?
Regards, Dirk.
--
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654
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Re: [rt-users] relogin necessary after changing/creating queue
Dear Jesse, thanks for the answer but isn't there a possibility to avoid this relogin? I wonder if nobody else has these problems...? It happens not just with changes in the queue (creation, change, even enabling/disabling the queue) but also when rights were changed etc. It's mentioned here too: http://wiki.bestpractical.com/view/RightsQuickStart It's ok if you know that problem but we will use RT for bug reporting and project management and since we act globally and many people will be involved it wouldn't be so nice to tell everybody to relogin after adding a new queue or something similar. Or if a relogin is unavoidable is there a way to force people to relogin after a change? I already tried to delete the Mason-cache like described in the README in case you want to update RT and I also deleted everything in /opt/rt3/var/session_data and restarted the apache but I had no success so far. I also checked every parameter in RT_Config.pm but haven't found many which could fit my needs in that case. Some I tried to overwrite but this didn't help either. I had a look at the code in /Elements/SelectQueue but since I haven't done anything in perl (yet) I didn't get very much out 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, 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 added Set($WebSessionClass , 'Apache::Session::File'); to my RT_SiteConfig.pm because it's possible that we will use non-ASCII-letters too but this didn't work either. There was no other entry which I would reference to this problem. Does anybody has a suggestion how this problem could be solved that changes to queues will be seen instantly? RT3.6.4 is running on an openSuSE10.2, Apache2.2.3, mysql5.0.26 and mod_perl2.0.2 since RT with fastcgi never worked here. Actually, that's /Elements/SelectQueue doing a bit of caching. Otherwise, you'd be generating rather a few SQL queries on every page load that are completely unnecessary 99.99% of the time. Best, Jesse Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] relogin necessary after changing/creating queue
Hello everybody, Whenever I create a queue or only change its name, this change will be visible after a relogin. I thought it could be a problem of cache so I looked for cache in the RT_Config.pm and found this entry which should be ok like it is: Set($WebFlushDbCacheEveryRequest, '1'); I also added Set($WebSessionClass , 'Apache::Session::File'); to my RT_SiteConfig.pm because it's possible that we will use non-ASCII-letters too but this didn't work either. There was no other entry which I would reference to this problem. Does anybody has a suggestion how this problem could be solved that changes to queues will be seen instantly? RT3.6.4 is running on an openSuSE10.2, Apache2.2.3, mysql5.0.26 and mod_perl2.0.2 since RT with fastcgi never worked here. Cheers, Ben ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
