Re: [rt-users] RT Archiving Tickets
Hi Ronald, another option would be Shredding old Tickets, or use https://github.com/bestpractical/rt-extension-exportimport from Ruslan. Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von ronald higgins Gesendet: Dienstag, 15. Maerz 2011 12:52 An: rt-users@lists.bestpractical.com Betreff: [rt-users] RT Archiving Tickets Greets fellow users, We have an RT 3.8.7 Deployment running on Centos with a MySQL backend. The DB itself has grown quite large, currently around 300GB with 2.1 million tickets, this due to customers sending through images which is part of the ticket. About a year ago we partitioned the RT Database and that sped up things quite nicely however we're looking at further ways to improve speed. Is there any sort of archiving mechanism we can use so that the DB can run lighter? Regards Ronald
Re: [rt-users] Help needed with AT (Asset Tracker)
Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch - put to homepage Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Simon Dray Gesendet: Dienstag, 8. Maerz 2011 14:04 An: RT List Betreff: [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565.
Re: [rt-users] Help needed with AT (Asset Tracker)
Hi Simon, current user should reflect the id (?) of the currently logged in user, but now i see, this is not selectable by AT Query Builder - this could be a bug or simply forgotten. Will update you (or todd if he is wake) Torsten Von: Simon Dray [mailto:simon.d...@antplc.com] Gesendet: Dienstag, 8. März 2011 14:40 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; RT List Betreff: RE: [rt-users] Help needed with AT (Asset Tracker) Torsten Hi I have tried Owner.Name = '__CurrentUser__' no joy comes back with 0 Also tried Owner.RealName Spent most of the morning trying to fathom this out , I cannot see how __CurrentUser__ is worked out in the AT search Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.br...@kuehne-nagel.com] Sent: 08 March 2011 13:29 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch - put to homepage Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), 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 Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Simon Dray Gesendet: Dienstag, 8. März 2011 14:04 An: RT List Betreff: [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565.
Re: [rt-users] RT Task Timer
Hi Tom, i remember an addon at bps svn called RT-Extension-TimedWork but i can't find it at BPS Git or Cpan at the moment. Think this is the addon you are looking for. We check at home tonight for it. Torsten -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Tom Robinson Gesendet: Mittwoch, 24. November 2010 22:57 An: rt-users@lists.bestpractical.com Betreff: [rt-users] RT Task Timer Hi, Just curious if anyone knows of an extension to RT that allows automated task timing? Some kind of 'button' that, when clicked, would start timing a task and then when you click it a second time it logs the time against a specific task. Anyone? Regards, Tom -- Tom Robinson System Administrator MoTeC 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robin...@motec.com.au
[rt-users] ShowConfigTab right shows too many Information
Hi RT Users, today i figured out on a fresh RT 3.8.8 installation, that a group with only ShowConfigTab Right granted globally is able to see all users without having the right AdminUsers. All other Options like Groups/Queues/CF's are not display any information, only the Admin/Users is listing all. Think this is a bug?! Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
[rt-users] Problem with Approval Creation
Dear List,
i'm trying to create an approval Ticket (RT 3.6.5) with the following Template:
===Create-Ticket: INVEST
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}
{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT
Script for this:
OnOpen
CreateTickets
Template: Approval
So, when a ticket is going to open, create an approval ticket
This is working fine so far, but this Part:
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
wont work, the adminCC Field is empty.
Before the ticket is going to open, we add a group as admincc to the ticket,
and this group members should later on also the approvers.
Below the logfile output:
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
Subject: Manager Approval for Investment: {$Tickets{TOP}-Id} -
{$Tickets{TOP}-Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{'TOP'}-Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{'TOP'}-RequestorAddresses()}
AdminCC: {$Tickets{'TOP'}-AdminCc-MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{TOP}-Id}:
{$Tickets{TOP}-Subject}
{$Tickets{TOP}-Transactions-First-Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten ignorieren
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someu...@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
ignorieren
Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:
TEST
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
Any ideas? I'm confused at the moment :-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark
Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen,
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich
haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg
Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] set Requestor with ExtractCustomField
Hi bjoern, chris, Think this is not the best idea to do it with the extract addon. Think it is possible with the command options, but the easiest way is a tiny scrip i think. Torsten - Originalnachricht - Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: Bjoern Schulz bjoern.sch...@desy.de Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Wed Sep 01 16:30:18 2010 Betreff: Re: [rt-users] set Requestor with ExtractCustomField Hi Bjoern, I don't use the extension so I don't know the format but shouldn't the template looks like this: |body|Requestor-(.+)$|$TicketObj-SetWatcher(Type = 'Requestor', Email =($value)) ; or maybe this: |body|Requestor-(.+)$|$self-TicketObj-SetWatcher(Type = 'Requestor', Email =($value)) ; Also from your description, with this template you will only add the new requestor myem...@mydomain.com beside hisem...@mydomain.com. If you want to change the requestor you have to remove the old one. -Chris Am 01.09.2010 15:29, schrieb Bjoern Schulz: Hi list, I try to set the requestor of a ticket by using the extension ExtractCustomField. My template looks like |body|Requestor-(.+)$|TicketObj-SetWatcher(Type = 'Requestor', Email =($value)) ; The from header ist From: hisem...@mydomain.com One line in the incomming mail is requestor-myem...@mydomain.com I like to change the requestor from hisem...@mydomain.com to myem...@mydomain.com My template doesn't work Any help is appreciated! Best regards Bjoern RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Auto Login Link in autoreply with password
Why not use: $pass instead of:pass={$Transaction-CreatorObj-__Value
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark
Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen,
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich
haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg
Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
Von: rt-users-boun...@lists.bestpractical.com
rt-users-boun...@lists.bestpractical.com
An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Gesendet: Sun Aug 29 23:01:02 2010
Betreff: [rt-users] Auto Login Link in autoreply with password
I am trying to setup my autoreply so that it has a direct link for the
requestor to click and he can be logged straight into the RT.
I am new to the eco system and have been playing around with it over the past
few days.
Ive hit a roadblock and am hoping someone can help me out.
I have inserted the following into the autoreply template
{$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}
It almost works perfectly except for the fact that the password actually goes
out encrypted and is pretty useless.
this is the link that the requestor gets back
http://rt.mydomain.com.au/ticket/SelfService/Display.html?id=138user=reques...@email.compass=091128365216c001205810ed3po175fb
http://rt.mydoman.com/ticket/SelfService/Display.html?id=138user=reques...@email.compass=091128365216c001205810ed3po175fb
Below is my entire template.
Can someone please let me know how I am able to send a clickable link with
every autoreply that will take the requestor straight to the ticket on the web.
Subject: AutoReply: {$Ticket-Subject}
Greetings,
This message has been automatically generated in response to the
creation of a helpdesk call:
{$Ticket-Subject()},
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [{$rtname} #{$Ticket-id()}]. Please include this string
in the subject line of all future correspondence about this issue.
{
*RT::User::GenerateRandomNextChar = \RT::User::_GenerateRandomNextChar;
if (($Transaction-CreatorObj-id != $RT::Nobody-id)
(!$Transaction-CreatorObj-Privileged)
($Transaction-CreatorObj-__Value('Password') eq '*NO-PASSWORD*')
) {
my $user = RT::User-new($RT::SystemUser);
$user-Load($Transaction-CreatorObj-Id);
my ($stat, $pass) = $user-SetRandomPassword();
if (!$stat) {
$OUT .=
An internal error has occurred. RT was not able to set a password for you.
Please contact your local RT administrator for assistance.;
}
$OUT .=
You can check the current status and history of your requests at:
.$RT::WebURL.
When prompted, enter the following username and password:
Username: .$user-Name.
Password: .$pass.
;
}
}
{$RT::WebURL}SelfService/Display.html?id={$Ticket-id()}user={$Transaction-CreatorObj-Name}pass={$Transaction-CreatorObj-__Value('Password')}
Thank you.
{$Ticket-QueueObj-CorrespondAddress()}
-
{$Transaction-Content()}
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] RT Mobile for iPhone (Dustin Collins)
Offline work would be great, but not needed for the first step! - Originalnachricht - Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: John Bartelt bart...@slac.stanford.edu Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Tue Jun 29 02:03:19 2010 Betreff: Re: [rt-users] RT Mobile for iPhone (Dustin Collins) As a first step, it would probably be easier to create a special stylesheet to create the illusion of an app. Yes, my first thought was that a mobile stylesheet might make it easier to use RT on a mobile device. It could be done on the server side, rather than the client (but then it's not an app you can sell). It's not that hard to put together a reasonable mobile UI for RT, especially if we start reasonably small. That would have the advantage of working on many platforms instead of just one. How many of you need offline-ability for your mobile RT usage? -Jesse Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] New RT Webserver install german umlaute broken in webui display (entered by webui)
Hi List, started today to setup our new webserver, running under centos (latest) with perl modules installed from freshrpms. inside the webui i can't cleanly see the german umlaute, any hint which perl module i can check or update? Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Solved: New RT Webserver install german umlaute broken inwebui display (entered by webui)
Sorry, found it, downgrade FCGI was the solution. Torsten Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Montag, 28. Juni 2010 22:35 An: rt-users@lists.bestpractical.com Betreff: [rt-users] New RT Webserver install german umlaute broken inwebui display (entered by webui) Hi List, started today to setup our new webserver, running under centos (latest) with perl modules installed from freshrpms. inside the webui i can't cleanly see the german umlaute, any hint which perl module i can check or update? Thanks Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] creating new user password
Hi, Had the same error/problem some days ago, i fixed it with the password of the currently logged in user, it was in my case password so use the password from your logged in user! Torsten Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: RT-Users@lists.bestpractical.com RT-Users@lists.bestpractical.com Gesendet: Thu May 20 22:33:39 2010 Betreff: Re: [rt-users] creating new user password Which rt version do you use? I am using 3.8.8 I have tried using password as my current password after creating the user and when I am trying to change the password, it gives me the same message: Please enter your current password. Password has not been set When I try to login using the current password, it does not allow me to login neither. Remember, I am not talking about user root in this case. I am refferring to another superUser that I am creating. Thanks Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Original Message- From: Bjoern Schulz bjoern.sch...@desy.de To: borngunners borngunn...@aol.com Sent: Thu, May 20, 2010 12:41 pm Subject: Re: [rt-users] creating new user password Hi! Which rt version do you use? in 3.8.8 the initial password is password best, bjoern Am 20.05.2010 18:35, schrieb borngunn...@aol.com: After I create a new user and set the password, I get the following message: Please enter your current password. Password has not been set I need help resolving this problem so my helpdesk staff can start using RT. thanks, Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Different rights in queues for different unprivilegedusers
Only idea so far is: make them priviledged, and grant them only needed rights to specific queues. Another idea: how do they create ticket? Webui or mail? If mail you could some magic on mailer level?! - Originalnachricht - Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Fri May 21 12:47:51 2010 Betreff: [rt-users] Different rights in queues for different unprivilegedusers Hello, I want to create some unprivileged users and get rights for create ticket to everyone to different queues. If I have two unprivileged users: user1 and user2, and two queues: queue1 and queue2, I would like that user1 can only create tickets on queue1 and user2 con only create tickets on queue2. I have seen that when I configure the rights for a queue, I can configure the rights for all the unprivileged users, but not for one of them. I think that the best think to do that is to add an unprivileged user to a group and assign the rights to the group, but I can't add unprivileged users to a group. Somebody can help me? I'm using RT version 3.6.3 Best regards -- .. __ / / Oriol Martí i Bonvehí C E / S / C A Departament de Sistemes i Xarxes /_/Centre de Supercomputació de Catalunya Gran Capità, 2-4 (Edifici Nexus) · 08034 Barcelona T. 93 205 6464 (ext. 505) · F. 93 205 6979 · oma...@cesca.cat .. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Make install issue
Web user and web group shoul be the user/group name of the web server, the rt group should be the group the rt user belongs to, in most cases this is group rt(3) Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: RT-Users@lists.bestpractical.com RT-Users@lists.bestpractical.com Gesendet: Wed May 19 22:27:14 2010 Betreff: [rt-users] Make install issue I am missing something and an error message at the end of make install r...@helpdesk:~/rt-3.8.8# make install /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql --with-fastcgi perl: =5.8.3(5.10.0) ...found users: rt group (www) ...MISSING bin owner (root) ...found libs owner (root) ...found libs group (bin) ...found web owner (www) ...MISSING web group (www) ...MISSING All dependencies have been found. /opt/local/bin/ginstall -c -m 0755 -o root -g www -d /opt/rt3/etc make: /opt/local/bin/ginstall: Command not found make: *** [config-install] Error 127 r...@helpdesk:~/rt-3.8.8# Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Last Call / Letzter Aufruf - r...@ffg 2010
Dear non german RT Users, sorry for the post in german below. This is just a last call to all german RT Users for the upcoming RT Event at the German Unix User Group. Hallo RT User, hiermit nochmal ein letzter Aufruf fuer den RT Workshop auf dem FFG der GUUG in Koeln. Weitere Informationen: Allgemein: http://www.guug.de/veranstaltungen/ffg2010/index.html Programm: http://www.guug.de/veranstaltungen/ffg2010/programm.html Vortrag: http://www.guug.de/veranstaltungen/ffg2010/abstracts.html#3_8_2 Workshop: http://www.guug.de/veranstaltungen/ffg2010/abstracts.html#2_2_5 Wir wuerden uns freuen so viele RT Anhaenger wie moeglich begruessen zu koennen.. Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to change the color order of RT internal Reporting Functions
Hi, i'm searching since some days for a way to change the RT Reports Colors for PIE Charts. RT uses the colors in order: red, green, yellow, blue etc but i don't like to start with red. Where can i find some hints?!? Looked already inside Search/Chart.html and Search/Chart also Search/Elements/Chart but there is nothing like this. Thanks for any hint. Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to change the color order of RT internal Reporting Functions
Hi Emmanuel,
just in the moment i pressed Send i found this ($chart-set( dclrs = [
qw(green pink blue cyan) ] ); )also inside GD::Graph Module :-(
But thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark
Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen,
HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne
Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat:
Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Emmanuel Lacour
Gesendet: Donnerstag, 6. Mai 2010 13:52
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] How to change the color order of RT internal Reporting
Functions
On Thu, May 06, 2010 at 01:45:52PM +0200, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID wrote:
Hi,
i'm searching since some days for a way to change the RT Reports Colors for
PIE Charts.
RT uses the colors in order: red, green, yellow, blue etc but i don't like to
start with red.
Where can i find some hints?!?
Looked already inside Search/Chart.html and Search/Chart also
Search/Elements/Chart but there is nothing like this.
look in RT 3.8.8 in rt/share/html/Search/Chart, colors where changed for
3.8.8:
# refine values' colors, with both Color::Scheme's help and my own tweak
$chart-{dclrs} = [
'66cc66', 'ff', 'ffcc66', '663399',
'cc',
'339933', '99', '996633', '663399',
'33cc33', 'cc', 'cc9933', '6633cc'
];
{
no warnings 'redefine';
*GD::Graph::pick_data_clr = sub {
my $self = shift;
my $color_hex = $self-{dclrs}[ $_[0] % @{ $self-{dclrs} } - 1 ];
return map { hex } ( $color_hex =~ /(..)(..)(..)/ );
};
}
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] at_123 configure Makefile no good
Aehh?!? There is under Tags: http://code.google.com/p/asset-tracker-4rt/source/browse/#svn/at/tags/1.2.4b1 Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Ian Pellew Gesendet: Dienstag, 20. April 2010 08:59 An: Torsten Brumm Cc: RT List Betreff: Re: [rt-users] at_123 configure Makefile no good I was expecting a version like 1.2.4.b1 to download ! . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] at_123 configure Makefile no good
Hi, try out the new at 1.24b1 from google code! Torsten - Originalnachricht - Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Mon Apr 19 16:58:15 2010 Betreff: [rt-users] at_123 configure Makefile no good The Asset Tracker 123 ./configure --prefix=/usr/local/at-1.2.3 does NOT create a good Makefile. The prefix is corrupt as I get:- sudo make Password: mkdir -p //opt/rt3/local/etc/AssetTracker/ cp etc/AssetTracker/AT_Config.pm //opt/rt3/local/etc/AssetTracker/AT_Config.pm [ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp etc/AssetTracker/AT_SiteConfig.pm //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm chgrp: rt: Invalid argument *** Error code 1 Stop in /usr/home/rt_dev/Rt/at-1.2.3. RT 387 running OK inf FreeBSD_8. Had a quick look round and changing Makefile to reflect the correct PREFIX, but just makes things worse. . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] at_123 configure Makefile no good
Search for asset tracker4rt inside google! The you grab lastest! Torsten Von: Ian Pellew ipel...@yahoo.com An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: RT List rt-users@lists.bestpractical.com Gesendet: Mon Apr 19 17:54:43 2010 Betreff: Re: AW: [rt-users] at_123 configure Makefile no good This looks like that often seen at the rear of a cow! The install has dropdb in it! Ummm - a naming problem ! Now - where 1.24b1 downloadable from ? Still getting horrible make install errors. I ONLY have the latest RTFM on top of RT387 though. Ian From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID torsten.br...@kuehne-nagel.com To: ipel...@yahoo.com; rt-users@lists.bestpractical.com Sent: Mon, 19 April, 2010 17:01:39 Subject: AW: [rt-users] at_123 configure Makefile no good Hi, try out the new at 1.24b1 from google code! Torsten - Originalnachricht - Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Mon Apr 19 16:58:15 2010 Betreff: [rt-users] at_123 configure Makefile no good The Asset Tracker 123 ./configure --prefix=/usr/local/at-1.2.3 does NOT create a good Makefile. The prefix is corrupt as I get:- sudo make Password: mkdir -p //opt/rt3/local/etc/AssetTracker/ cp etc/AssetTracker/AT_Config.pm //opt/rt3/local/etc/AssetTracker/AT_Config.pm [ -f //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm ] || cp etc/AssetTracker/AT_SiteConfig.pm //opt/rt3/local/etc/AssetTracker/AT_SiteConfig.pm chgrp rt //opt/rt3/local/etc/AssetTracker/AT_Config.pm chgrp: rt: Invalid argument *** Error code 1 Stop in /usr/home/rt_dev/Rt/at-1.2.3. RT 387 running OK inf FreeBSD_8. Had a quick look round and changing Makefile to reflect the correct PREFIX, but just makes things worse. . Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com http://rtbook.bestpractical.com/ Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help with Approvals needed
Dear List,
i need some help or Ideas about Approvals of RT. I have to create a huge
workflow with several approvals needed.
i know already, that i can start several approvals within one template, i also
know, that this templates can have perl code inside, but i'm not sure at the
moment about the best way to create something like this:
Scrip: OnCreate - CreateTickets - Template:Approval
Template should look like this:
if fieldA = xyz {
Approval 1
if fieldB = abc {
Approval 2
} else if fieldC =123 {
Approval 3
}
}
So i need some logic inside this approvals, my question:
Is this doable inside the template part or is it better to put the logic inside
a scrip and fire from the scrip several templates?
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark
Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen,
HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne
Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat:
Klaus-Michael Kuehne
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I allow ticket creation for a user
Hi kevin, Sorry i forgot: SeeQueue right is also needed! Torsten - Originalnachricht - Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: Kevin Bailey kbai...@freewayprojects.com Cc: RT-Users@lists.bestpractical.com RT-Users@lists.bestpractical.com Gesendet: Sun Apr 04 08:19:15 2010 Betreff: Re: [rt-users] How do I allow ticket creation for a user Hi Kevin, at best you grant CreateTicket right to System Group: Unprivileged Users inside the needed Queues. Torsten 2010/4/4 Kevin Bailey kbai...@freewayprojects.com: Hi, I've allowed a user to log in to view tickets - and this is really good in the SelfService area. However,, they can't create a ticket - what permissions do I have to give where to allow a user to create a ticket in a single queue via the web interface. Thanks, -- Kevin Bailey Director/Programmer - Freeway Projects Limited Web: www.freewayprojects.com Email: kbai...@freewayprojects.com Phone: +44 (0)1752 267090 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Mergeusers problem
Have a look onto additional pakckage rt-extension-mergeusershistory this the one you need! Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Wed Mar 31 15:54:05 2010 Betreff: [rt-users] Mergeusers problem Good morning, We have just started using the MergeUsers plugin. The merging of users seems to work great but the user is then unable to see their tickets using either account. Are we missing something obvious? Thanks. --Dale --- Dale Poulter Automation Coordinator Library Information Technology Services Vanderbilt University Suite 700 110 21st Avenue South Nashville, TN 37240 (615)343-5388 (615)343-8834 (fax) (615)207-9705 (cell) dale.poul...@vanderbilt.edu mailto:dale.poul...@vanderbilt.edu Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Presentation on FFG 2010 in Cologne
Dear Users, a little offtopic and more for german users, sorry for this. Hallo, anbei zwei Termine fuer das Fruehjahrs Fachgespraech FFG 2010 der GUUG zum Thema RT. 1. 26.5.2010 10 - 18 Uhr - RT vom Setup bis zum ersten Workflow 2. 27.5.2010 17:30 - 18:15 - RT: Integration des RT in den taeglichen Arbeitsprozess. Weitere Infos unter: http://www.guug.de/veranstaltungen/ffg2010/programm.html Gruss Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Determine Queue based off of email domain
Check out procmail, this is what you are looking for! Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Sat Mar 20 03:30:30 2010 Betreff: [rt-users] Determine Queue based off of email domain I am trying to get RT setup to place new tickets in a particular queue based off the senders mail domain. We use RT at work to handle support tickets for our customers in the building. I have 3 different email domains that would be sending us tickets. For example I have the following domains that would send us email @abc.com - company's email account (I have control over this domain) @jkl.com - Operational department that we support (email is handled by there main office) @xyz.com - Outside agency that we maintain a hosted financial system for I would want anyone sending an email to techsupp...@abc.com to have a ticket created in a particular queue depending on the email domain they are a part of. Example: @abc.com - goes to the ABC Ticket Queue @jkl.com - goes to the JKL Ticket Queue @xyz.com - goes to the XYZ Ticket Queue Is there a way to do this with RT's Scips or would I be better off trying to filter mail for this criteria with postfix? Thanks, Dustin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM Article formatting and attachments lost when attached to RT ticket
Hi sam, I have no idea at the moment regarding the loose of formating, but regarding the attachments i think this is the correct behavior of rtfm/rt think about: if you are using a special rtfm article very often, then you attach this attachments to each of the outgoing mails and yes store this several times at the db, it should be better to sent a download link instead! Torsten - Originalnachricht - Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Wed Mar 17 23:43:40 2010 Betreff: [rt-users] RTFM Article formatting and attachments lost when attached to RT ticket Hi There We have been using RT for a long time and have recently installed RTFM. Everything works brilliantly except for one crucial thing. When we attach an RTFM article to an RT ticket, it loses all it's formatting (Bold, Italic, Heading, etc) and any attachments from the article. The formatting appears to be because RTFM and RT use different text editors. Not sure why the attachments are scrapped. Is there any way to have RTFM articles retain the formatting and/or attachments when they are attached to an RT ticket? Some ideas I had, that may or may not be possible, for the formatting issue are: -Force RTFM to use the same editor as RT -Disable the HTML scrubbing on RT and RTFM and use HTML for the formatting -Enable wikitext support in RT Any suggestions would be appreciated Thanks Sam Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Child/Parent tickets with content (text) from original ticket
Search at bps github for cloneticketwithcontent, this is what you are looking for! - Originalnachricht - Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Fri Mar 12 14:55:06 2010 Betreff: [rt-users] Creating Child/Parent tickets with content (text) from original ticket Hello We have a question. Some of our teams are creating parents or child tickets for other teams. But they want to have in these new tickets the content of the 1st ticket. Currently, when they create new ticket, there is nothing from the previous one, only relation. So they have to copypaste the contect from 1st ticket, paste it to this, and then save new child/parent ticket. Is there some way, that when someone click on create new child/parent ticket, that the contect from original ticket will be automatically put into this ticket ? The request is for basic contect of original ticket, the email which has created new ticket. Not the comments which are added after into the ticket. Thanks Miroslav -- View this message in context: http://old.nabble.com/Creating-Child-Parent-tickets-with-content-%28text%29-from-original-ticket-tp27874745p27874745.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Date Validation for a Custom Field
You can do this via reg exp! Torsten - Originalnachricht - Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Gesendet: Fri Mar 12 20:01:43 2010 Betreff: [rt-users] Date Validation for a Custom Field Currently RT Custom fields offer Mandatory, Digits, Year I would like to create a CF which require date validation and always ensures formatting (mm/dd/) Is this something that must be done at the Perl level or can it be done via online RT config CF management? TIA Joe Joe Kirby , Assistant Vice President, Business Systems Division of Information Technology (DoIT) Support Response - http://www.umbc.edu/oit Administration 627 Office - 410-455-3020 Email - ki...@umbc.edu Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Excluding Global Scripts/Actions from a queue
Hi, Search for dirk papes deaktivate global scrips, they are doing what you need. Torsten - Originalnachricht - Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: RT-Users@lists.bestpractical.com RT-Users@lists.bestpractical.com Gesendet: Wed Mar 03 16:37:18 2010 Betreff: [rt-users] Excluding Global Scripts/Actions from a queue Greetings. I would like to know if it's at all feasible to exclude an specific queue from being assigned the global script/actions on RT This is in order to avoid manual assignement of Script/Actions on a per-queue basis to have this kind of behaviour, i have a lot of queues and i would like to avoid this. OTOH, I've searched on the list and didn't find any close answers to this. Thanks in advance for any pointers and have a nice day. -- Julio C. Ortega Coordinador Técnico y del Equipo de Infraestructura ONUVA | Integración de Sistemas http://www.onuva.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Grant resolve right to requestors
Hi, Sure just grant the resolve right only to pseudo group requestors Torsten - Originalnachricht - Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt-users RT-Users@lists.bestpractical.com Gesendet: Tue Feb 02 12:59:23 2010 Betreff: [rt-users] Grant resolve right to requestors Hi, Is it possible to grant the resolve right (only) to requestors ? I want to allow self service users to create tickets, reply to tickets, and resolve them. I'm afraid I need ModifyTicket right, and I don't want to allow requestors to change rights to something else (especially deleted). Thanks, -- L.B. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Asset Tracker on a new install of RT
Search the list, a few days i had the same problem, there was a easy solution
posted.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark
Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen,
HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne
Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat:
Klaus-Michael Kuehne
Von: rt-users-boun...@lists.bestpractical.com
An: RT-Users@lists.bestpractical.com
Gesendet: Thu Jan 28 20:11:15 2010
Betreff: [rt-users] Asset Tracker on a new install of RT
We have an old instillation of RT 3.4.2, but it was a VM given to us many years
ago and there are things broken on the underlying Debian. So, instead of
working hard to fix everything and then upgrade, we decided to start from
scratch and build a new VM.
I got 3.8.7 up and running on an Ubuntu 9.04 box with the LDAP add-on
working. We really need something that handles our inventory integrated into
our ticketing system, so we were going to try AssetTracker out.
From some of the posts on the AT google site, it sounds like only 1.2.4b1
works with RT 3.8.x. got it downloaded and configured (we didn't do the patch
mentioned in the README since posts I saw said it wan't needed) but when we
try make install, we get the following error:
[crit]: Can't locate object method ACLEquivalenceObjects via package
RTx::AssetTracker::System at /opt/rt3/lib/RT/Principal_Overlay.pm line 327,
DATA line 323. (/opt/rt3/lib/RT.pm:379)
Can't locate object method ACLEquivalenceObjects via package
RTx::AssetTracker::System at /opt/rt3/lib/RT/Principal_Overlay.pm line 327,
DATA line 323.
The only similar thing I found about this was in the archives for this list
saying to add to
sub ACLEquivalenceObjects { return () }
to
/opt/rt3/local/lib/RTx/AssetTracker/System.pm ( actually
/opt/rt3/lib/RTx/AssetTracker/System.pm on our system)
and restart apache.
Did this and no luck. I'm out of my depth here, so any help would be
appreciated.
Thanks,
Martin
Martin Brenner
Head Librarian
Whitfield School
175 S Mason Rd
St. Louis MO 63141
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Re: [rt-users] Another RT upgrade question
Date cf's would be a cool feature! Torsten - Originalnachricht - Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: rt Users rt-users@lists.bestpractical.com Gesendet: Thu Jan 28 21:05:31 2010 Betreff: [rt-users] Another RT upgrade question To list, I had thought I heard that the latest version of RT (3.8.7) allowed for Custom FIelds to be defined as Date and a user could select a date from a calender like on other RT ticket date fields. Is that so? If so, how do I do it? Thanks. Kenn LBNL Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] mail-gateway
rt-mailgate is correct should look like this: local.mailpart: |/path/to/your/rt/bin/rt-mailgate --queue CorrectQueueName --action correspond --url http://your.rt.com; Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Wagner Pereira Gesendet: Mittwoch, 27. Januar 2010 13:30 An: RT-Users@lists.bestpractical.com Betreff: [rt-users] mail-gateway Hi, Where should I point my /etc/aliases for? |/usr/bin/rt-mailgate-3.6 or |/usr/share/request-tracker3.6/html/REST/1.0/NoAuth/mail-gateway In each one of them I get a different log in mail.log -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br Tel. (11) 3091-8901 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] AssetTracker 1.2.4
Hi Together, just play around with Upgrading RT 3.6.5 to 3.8.7, upgrade is smooth so far, but AT seems to make problems: 1. On Config-AT-Admin-Types i get: Can't locate object method ACLEquivalenceObjects via package RTx::AssetTracker::System at /opt/rt3/bin/../lib/RT/Principal_Overlay.pm line 327. 2. If i open a asset, i get at the log: Invalid right. Couldn't canonicalize right 'ShowAssetComments' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299), referer: http://rt38-messenger.int.kn/AssetTracker/Asset/Display.html?id=1 Any ideas how to fix? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Emails from my domain appearing in RT, emails from other domains being lost somewhere along the way
Configuration-Global-GroupRights Grant CreateTicket Rights to Everybody Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Colin O'Sullivan Gesendet: Mittwoch, 13. Januar 2010 13:20 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Emails from my domain appearing in RT,emails from other domains being lost somewhere along the way I just got this message back from RT, so it's related to this: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. 2010/1/13 Colin O'Sullivan co...@4pm.ie: Hi, I'm trying to get an instance of RT working, which was initially set up by somebody else. I have a web form, which, when submitted, is sending its contents to an email account, where emails are accessed by fetchmail and passed on to rt-mailgate and into RT. All emails are successfully arriving from the web form into the email account. Currently it seems that only emails with a from address from my domain are successfully being transferred on to RT. Emails from any other domain are being fetched successfully by fetchmail but are not appearing in RT. I'd appreciate any help in resolving this. Thank you ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] AssetTracker 1.2.4: displayed Asset Statuses in quicksearch
Hi Peter, have a look into AT_SiteConfig.pm there you can define new status like you do it inside RT! Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Peter C. Lai Gesendet: Montag, 11. Januar 2010 21:55 An: t...@chaka.net Cc: rt-users@lists.bestpractical.com Betreff: [rt-users] AssetTracker 1.2.4: displayed Asset Statuses in quicksearch How would I do the following under RT 3.8.x and AT 1.2.4? Add another Asset Status? Do I just modify Type_Overlay.pm? Do I get this new Asset Status to show up as a status column and count under the Quick Search screen? Thanks. -- === Peter C. Lai | Bard College at Simon's Rock Systems Administrator| 84 Alford Rd. Information Technology Svcs. | Gt. Barrington, MA 01230 USA peter AT simons-rock.edu | (413) 528-7428 === ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problems with Text::Quoted Module / RT 3.6.5
Happy new year to all RT Gurus, starting from Monday 4th of Jan, we found some strange problems inside our RT Installation on Centos 5.2. From time to time the mason_handler.fcgi process uses all the memory our system has installed until oom-killer of apache stops this process. After reading a lot and searching the logfiles, i found that every time this occures, we get a logentry: [Wed Jan 06 12:47:17 2010] [warn] mod_fcgid: stderr: Deep recursion on subroutine Text::Quot Next i found some useful hints inside the list about replacing and renewing Text::Quoted Module, i've done this and yes, the error still occures several times the day. Btw. I also renewed the Scalar::Util Modul during this process. Any ideas or suggestions? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT response time
Ho raed, Some of my users created a vb scrip (fuckinbg crap) doing something like this. Sent it to you tomorrow! Torsten - Originalnachricht - Von: rt-users-boun...@lists.bestpractical.com rt-users-boun...@lists.bestpractical.com An: RT Users rt-users@lists.bestpractical.com Gesendet: Mon Dec 07 19:18:37 2009 Betreff: [rt-users] RT response time Hi; Versions 3.6.4 and 3.8.5 apache2,mod_perl2 and mysql5 Have anyone done any kind of monitoring / profiling of RT response time, ie measure the time it takes to display a ticket / (or create a ticket but possibly doing this every 5/10 minutes wont be desirable) Can anyone recommend any software (preferably open source) that can do that? -- *Roy El-hames * ISP Systems *Vialtus** Solutions* Direct Dial: +44(0) 208 587 6181 E-mail: r...@vialtus.com mailto:r...@vialtus.com Visit us on: www.vialtus.com http://www.vialtus.com/ This email is subject to: http://www.vialtus.com/disclaimer.html Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT response time
Hi Raed, find attached vbs script. let me explain how it works. It opens IE, logging in as user (credentials you find in password file) and opening the homepage, opening a queue and a ticket, then does a ticket update (comment) and returns back to homepage. this is done every few seconds from begining. All counted times are stored in a newly created xls file. Pls have a closer look into the vbs, this is created for our setup, i think you have to change something: Line 179: 'Erster Schritt: Start RT bis zum Login Schirm RTloginURL=http://ticket.int.kn/; Line 254: .navigate(http://ticket.int.kn/Search/Results.html?Order=ASCQuery=Queue%20%3D%20'PERFORMANCETEST'%20AND%20(Status%20%3D%20'open'%20OR%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'stalled'%20OR%20Status%20%3D%20'pending'%20OR%20Status%20%3D%20'accepted'%20OR%20Status%20%3D%20'implement'%20OR%20Status%20%3D%20'approved'%20OR%20Status%20%3D%20'verified'%20OR%20Status%20%3D%20'waiting'%20OR%20Status%20%3D%20'testing'%20OR%20Status%20%3D%20'delivered'%20OR%20Status%20%3D%20'develop')Rows=OrderBy=idPage=1Format=) Change this to your test queue Line 275: .navigate(http://ticket.int.kn/;) Line 296: Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Raed El-Hames Gesendet: Montag, 7. Dezember 2009 19:19 An: RT Users Betreff: [rt-users] RT response time Hi; Versions 3.6.4 and 3.8.5 apache2,mod_perl2 and mysql5 Have anyone done any kind of monitoring / profiling of RT response time, ie measure the time it takes to display a ticket / (or create a ticket but possibly doing this every 5/10 minutes wont be desirable) Can anyone recommend any software (preferably open source) that can do that? -- *Roy El-hames * ISP Systems *Vialtus** Solutions* Direct Dial: +44(0) 208 587 6181 E-mail: r...@vialtus.com mailto:r...@vialtus.com Visit us on: www.vialtus.com http://www.vialtus.com/ This email is subject to: http://www.vialtus.com/disclaimer.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Speeding up CLI RT::Shredder
Hi Max, today i found some time to try out shredder under rt 3.8.6. First thing i was supprised: Shredder is now part of RT and there are no indexes for on the new creaeted tables. (On 3.6.x with shredder from cpan this indexes have to created manually) OK, after perldoc Shredder.pm i found this: NOTES Database transactions support Since 0.03_01 RT::Shredder uses database transactions and should be much safer to run on production servers. Foreign keys Mainstream RT doesn't use FKs, but at least I posted DDL script that creates them in mysql DB, note that if you use FKs then this two valid keys don't allow delete Tickets because of bug in MySQL: ALTER TABLE Tickets ADD FOREIGN KEY (EffectiveId) REFERENCES Tickets(id); ALTER TABLE CachedGroupMembers ADD FOREIGN KEY (Via) REFERENCES CachedGroupMembers(id); http://bugs.mysql.com/bug.php?id=4042 OK, i couldn't find the posted DDL Scrip from Ruz till now but i have done some tests again: 0. I created a new setup inside RT with rt-filler scrip (created 5000 Queues, 50.000 Users and 500.000 Tickets with simple content) 1. Delete Tickets with default Shredder (./rt-shredder --plugin 'Tickets=query,Status=new;limit,10' --force) real1m10.415s user0m11.384s sys 0m0.735s 2. Shredder without Logger Message (result after comment out the logger entry - for me this is point to STDOUT) real1m7.595s user0m10.439s sys 0m0.615s 3. Shredder after Adding Indexes (taken from Shredder.pm from RTx-Shredder / CPAN) CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled); CREATE INDEX SHREDDER_CGM2 ON CachedGroupMembers(ImmediateParentId, MemberId); CREATE UNIQUE INDEX SHREDDER_GM1 ON GroupMembers(MemberId, GroupId); CREATE INDEX SHREDDER_TXN1 ON Transactions(ReferenceType, OldReference); CREATE INDEX SHREDDER_TXN2 ON Transactions(ReferenceType, NewReference); CREATE INDEX SHREDDER_TXN3 ON Transactions(Type, OldValue); CREATE INDEX SHREDDER_TXN4 ON Transactions(Type, NewValue); real0m48.338s user0m10.489s sys 0m0.677s OK, does anyone know where the the Scrip to create foreign keys is posted? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Maxwell A. Rathbone Gesendet: Montag, 23. November 2009 20:17 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Speeding up CLI RT::Shredder I noticed a typo in probably the most important line in my message. The filename is actually: /opt/rt3/lib/RT/Shredder/Record.pm The line that I suggest to comment out, calls RT's built in Logger() function that basically just writes information either to the log or to the screen. As with anytime you modify defaults, I make no claims other than what it had for me. :) I'm actually seeing slightly better than 50% improvement with that line disabled/commented out. I hope others are able to confirm similar experiences. Look forward to reading about it. Max Torsten Brumm wrote: Oha, this sounds really useful. Any comment from ruslan if this is save? I have to shred several houndret thousend tickets from 2002-2007 and we need also around 2 minutes per ticket, will try it out tomorrow! Thanks for sharing this Torsten 2009/11/23 Maxwell A. Rathbone mrathb...@sagonet.com Hello, I'm in the same boat as many others I've seen post. We have 35k tickets in one of our queues that I'm trying to shred(shame on us for not automating this previously). I've found the web version of the Shredder to be god-awful slow. We're talking 10min+ just to shred ONE ticket. So I discovered the command-line /opt/rt3/sbin/rt-shredder utility. I was then able to shred ONE ticket in about 5 minutes. I found some optimization keys to add to the tables, which allowed me to them shred ONE ticket in about a minute. I then discovered(this really should be in the documentation!), that if you specify a timeframe with rt-shredder, you can get MUCH faster processing. I was able to get it down to 21seconds for the shredding of ONE ticket. I noticed it was spitting out
Re: [rt-users] Set Due Date - Child Tickets
Hi Tony,
i think this is the problem:
$l-BaseObj-SetDue($duedate-ISO);
should by $l-TicketObj-SetDue($duedate-ISO);
Like this:
# your calculations
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
# find depon ticket
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called);
# loop through all deponbys
while (my $dep = $DepOnBy-Next) {
my $systicket = RT::Ticket-new($RT::SystemUser);
# Get ID of all deponby tickets and load from id the ticketobj
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
# from here we have all our depended on by tickets, we will set the due here
while(my $l = $Members-Next ) {
$l-TicketObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called);
}
return 1;
Otherwise, let the logger give out the content of the variables.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von TONY JOHN -
ERS, HCL Tech
Gesendet: Mittwoch, 25. November 2009 12:53
An: Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Set Due Date - Child Tickets
Hi Torsten,
I tried this Scrip but it isn't working
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called);
while (my $dep = $DepOnBy-Next) {
my $systicket = RT::Ticket-new($RT::SystemUser);
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
while(my $l = $Members-Next ) {
$l-BaseObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called);
}
return 1;
Regards,
Tony
From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
Sent: Wednesday, November 25, 2009 5:02 PM
To: TONY JOHN - ERS, HCL Tech
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Due Date - Child Tickets
Hi Tony,
i think the problem is my $link = $self-TicketObj-DependedOnBy-Next; which
gives you back all possible DependedOnBy Tickets, also if you have more. I
tried something similar last week.
Attached a piece of code to find all deponby tickets and update the deponbys
with something.
my $DepOnBy = $self-TicketObj-DependedOnBy;
my $dep;
my $l;
while( $dep = $DepOnBy-Next ) {
next unless( $dep-BaseURI-IsLocal );
my $systicket = RT::Ticket-new($RT::SystemUser);
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
while( $l = $Members-Next ) {
next unless( $l-TargetURI-IsLocal );
next unless( $l-BaseObj-Queue =~ /^(?:1043|612|613)$/ );
$self-TicketObj-AddLink(Type='MemberOf',Base=$l-BaseObj-Id);
}
}
return 1;
In my case i added to all deponby tickets a new member, you can replace this
with your setdue part i think,
Torsten
2009/11/25 TONY JOHN - ERS, HCL Tech tonyj...@hcl.in
Hi ,
I'm trying to set the Due date of the child Ticket.But my scrips is giving
some error.Please find below the Custom action clean up code used for the same:
my $link = $self-TicketObj-DependedOnBy-Next;
my $duedate = RT::Date-new($RT::SystemUser);
my $hours_duetime = 24;
$duedate-Set(Format='unix', Value=$hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
$link-BaseObj-SetDue($duedate-ISO);
return 1;
Error : Log File
[Wed Nov 25 09:08:30 2009] [debug]: Committing scrip #11 on txn #114748 of
ticket #1972 (/usr/lib/perl5/vendor_perl/5.10.0/RT/Scrips_Overlay.pm:190)
[Wed Nov 25 09:08:30 2009] [error]: Scrip 125 Commit failed: Can't call method
BaseObj on an undefined value at (eval 1531) line 8.
Any help?
Regards,
Tony
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Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction
Hi, carefull with this. This condition will trigger whenever a customfield values changes, and i thing you need this only when a special CF is changed to a special value! Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Franzini, Gabriele [Nervianoms] Gesendet: Mittwoch, 25. November 2009 12:25 An: jrum...@imapp.com Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction Hello jrummel, From novice to novice, try a Scrip with something like: 1) Condition: as in OnCustomFieldValueChange (see wiki); 2) Action: User-defined, based upon DivideTicketIntoSubtasks (see wiki): my $trans = $self-TransactionObj; my $tkt = $self-TicketObj; my $requestors = [ $tkt-Requestors-MemberEmailAddresses]; my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) = $new_tkt-Create( Queue = your-queue-name-goes-here, Subject = $tkt-Subject, Status = 'new', Requestor = $requestors, DependedOnBy = $tkt-Id) return 1; HTH, Gabriele Franzini ICT Applications Manager Nerviano Medical Sciences SRL PO Box 11 - Viale Pasteur 10 20014 Nerviano Italy tel +39 0331581477 fax +39 0331581456 Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST) From: jrummel jrum...@imapp.com Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction To: rt-users@lists.bestpractical.com Message-ID: 26505061.p...@talk.nabble.com Content-Type: text/plain; charset=us-ascii Hi All, I'm definitely an RT novice, and could use some assistance. I have a ticket Custom Field (Progress). It is a Select One Value field. When someone selects the value Sent, I want a new ticket created that is 'depended on by' the original ticket. Can anyone help me with this please? I'm desperate! Thanks! P.S. If the new ticket could automatically have an owner assigned upon creation as well, that would be ideal. But the above request is definitely priority. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction
Sorry, didn't read all,
1. Condition: CustomCondition:
if ( ($self-TransactionObj-Type eq CustomField ||
$self-TransactionObj-Type eq Create )
($self-TicketObj-FirstCustomFieldValue('YourCustomFieldName') ||
$self-TicketObj-FirstCustomFieldValue('YourCustomFieldName')) ) {
return 1;
}
return 0;
Action: Userdefine:
Here the part of Gabriele but with the content check:
return(0) unless ($self-TicketObj-Type eq 'ticket');
if ($self-TicketObj-FirstCustomFieldValue('YourCustomFieldName') =~
/Whatyouarelookingfor/i) {
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [ $tkt-Requestors-MemberEmailAddresses];
my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) =
$new_tkt-Create(
Queue = your-queue-name-goes-here,
Subject = $tkt-Subject,
Status = 'new',
Requestor = $requestors,
DependedOnBy = $tkt-Id)
return 1;
}
return 0;
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Franzini,
Gabriele [Nervianoms]
Gesendet: Mittwoch, 25. November 2009 12:25
An: jrum...@imapp.com
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction
Hello jrummel,
From novice to novice, try a Scrip with something like:
1) Condition: as in OnCustomFieldValueChange (see wiki);
2) Action: User-defined, based upon DivideTicketIntoSubtasks (see
wiki):
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [ $tkt-Requestors-MemberEmailAddresses];
my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) =
$new_tkt-Create(
Queue = your-queue-name-goes-here,
Subject = $tkt-Subject,
Status = 'new',
Requestor = $requestors,
DependedOnBy = $tkt-Id)
return 1;
HTH,
Gabriele Franzini
ICT Applications Manager
Nerviano Medical Sciences SRL
PO Box 11 - Viale Pasteur 10
20014 Nerviano Italy
tel +39 0331581477
fax +39 0331581456
Date: Tue, 24 Nov 2009 15:19:41 -0800 (PST)
From: jrummel jrum...@imapp.com
Subject: [rt-users] Auto-creating a 'dependant' ticket On Transaction
To: rt-users@lists.bestpractical.com
Message-ID: 26505061.p...@talk.nabble.com
Content-Type: text/plain; charset=us-ascii
Hi All,
I'm definitely an RT novice, and could use some assistance. I have a
ticket
Custom Field (Progress). It is a Select One Value field. When
someone
selects the value Sent, I want a new ticket created that is 'depended
on
by' the original ticket. Can anyone help me with this please? I'm
desperate!
Thanks!
P.S. If the new ticket could automatically have an owner assigned upon
creation
as well, that would be ideal. But the above request is definitely
priority.
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com Commercial support:
sa...@bestpractical.com
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: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Set Due Date - Child Tickets
Hi Tony,
confusing ;-) OK, let us give out more:
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called 1);
while (my $dep = $DepOnBy-Next) {
$RT::Logger-debug(DepOnTickets: $dep-BaseObj-Id);
my $systicket = RT::Ticket-new($RT::SystemUser);
$systicket-Load($dep-BaseObj-Id);
# and from here stupid copy and paste from my scrip ;-) i'm searching here
backwards real child tickets, you searching for Depends on
# my $Members = $systicket-Members;
my $Members = $systicket-DependsOn;
while(my $l = $Members-Next ) {
$l-TicketObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called 2);
}
return 1;
Von: Tony John - ERS, HCL Tech [mailto:tonyj...@hcl.in]
Gesendet: Mittwoch, 25. November 2009 13:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Set Due Date - Child Tickets
Hi Torsten,
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called 1);
while (my $dep = $DepOnBy-Next) {
my $systicket = RT::Ticket-new($RT::SystemUser);
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
while(my $l = $Members-Next ) {
$l-TicketObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called 2);
}
return 1;
This scrip also couldn't set Due Date for the Child Ticket.Only the first
RT::Logger was seen in the RT logfile.I think its not entering the loop while
(my $dep = $DepOnBy-Next)
Any help?
Regards,
Tony
From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
[mailto:torsten.br...@kuehne-nagel.com]
Sent: Wednesday, November 25, 2009 5:36 PM
To: TONY JOHN - ERS, HCL Tech; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Set Due Date - Child Tickets
Hi Tony,
i think this is the problem:
$l-BaseObj-SetDue($duedate-ISO);
should by $l-TicketObj-SetDue($duedate-ISO);
Like this:
# your calculations
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
# find depon ticket
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called);
# loop through all deponbys
while (my $dep = $DepOnBy-Next) {
my $systicket = RT::Ticket-new($RT::SystemUser);
# Get ID of all deponby tickets and load from id the ticketobj
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
# from here we have all our depended on by tickets, we will set the due here
while(my $l = $Members-Next ) {
$l-TicketObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called);
}
return 1;
Otherwise, let the logger give out the content of the variables.
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, 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
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von TONY JOHN -
ERS, HCL Tech
Gesendet: Mittwoch, 25. November 2009 12:53
An: Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Set Due Date - Child Tickets
Hi Torsten,
I tried this Scrip but it isn't working
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called);
while (my $dep = $DepOnBy-Next) {
my $systicket = RT::Ticket-new($RT::SystemUser);
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
while(my $l = $Members-Next ) {
$l-BaseObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called);
}
return 1;
Regards,
Tony
From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
Sent: Wednesday, November 25, 2009 5:02 PM
To: TONY JOHN - ERS, HCL Tech
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Due Date - Child Tickets
Hi Tony,
i think the problem is my $link = $self-TicketObj-DependedOnBy-Next; which
gives you back all possible
Re: [rt-users] Set Due Date - Child Tickets
Argh, it is not a good day for coding today.
This should be the correct one:
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
# Update DueTime for Master Ticket
$self-TicketObj-SetDue($duedate-ISO);
# Find all DependedOnBy of Master Ticket
my $DepOnBy = $self-TicketObj-DependedOnBy;
while (my $dep = $DepOnBy-Next) {
$RT::Logger-debug(DepOnTickets: $dep-BaseObj-Id);
# OK, from this point we have all Tickets DependedOnBy Master Ticket
my $systicket = RT::Ticket-new($RT::SystemUser);
$systicket-Load($dep-BaseObj-Id);
# Now we have the ID of each DependedOnBy Ticket
$systicket-SetDue($duedate-ISO);
$RT::Logger-debug(BaseObj called 2);
}
return 1;
Von: Tony John - ERS, HCL Tech [mailto:tonyj...@hcl.in]
Gesendet: Mittwoch, 25. November 2009 13:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Set Due Date - Child Tickets
Hi Torsten,
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called 1);
while (my $dep = $DepOnBy-Next) {
my $systicket = RT::Ticket-new($RT::SystemUser);
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
while(my $l = $Members-Next ) {
$l-TicketObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called 2);
}
return 1;
This scrip also couldn't set Due Date for the Child Ticket.Only the first
RT::Logger was seen in the RT logfile.I think its not entering the loop while
(my $dep = $DepOnBy-Next)
Any help?
Regards,
Tony
From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
[mailto:torsten.br...@kuehne-nagel.com]
Sent: Wednesday, November 25, 2009 5:36 PM
To: TONY JOHN - ERS, HCL Tech; Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Set Due Date - Child Tickets
Hi Tony,
i think this is the problem:
$l-BaseObj-SetDue($duedate-ISO);
should by $l-TicketObj-SetDue($duedate-ISO);
Like this:
# your calculations
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
# find depon ticket
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called);
# loop through all deponbys
while (my $dep = $DepOnBy-Next) {
my $systicket = RT::Ticket-new($RT::SystemUser);
# Get ID of all deponby tickets and load from id the ticketobj
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
# from here we have all our depended on by tickets, we will set the due here
while(my $l = $Members-Next ) {
$l-TicketObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called);
}
return 1;
Otherwise, let the logger give out the content of the variables.
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, 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
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von TONY JOHN -
ERS, HCL Tech
Gesendet: Mittwoch, 25. November 2009 12:53
An: Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Set Due Date - Child Tickets
Hi Torsten,
I tried this Scrip but it isn't working
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = 24;
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
my $DepOnBy = $self-TicketObj-DependedOnBy;
$RT::Logger-debug(BaseObj called);
while (my $dep = $DepOnBy-Next) {
my $systicket = RT::Ticket-new($RT::SystemUser);
$systicket-Load($dep-BaseObj-Id);
my $Members = $systicket-Members;
while(my $l = $Members-Next ) {
$l-BaseObj-SetDue($duedate-ISO);
}
$RT::Logger-debug(BaseObj called);
}
return 1;
Regards,
Tony
From: Torsten Brumm [mailto:torsten.br...@googlemail.com]
Sent: Wednesday, November 25, 2009 5:02 PM
To: TONY JOHN - ERS, HCL Tech
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Set Due Date - Child Tickets
Hi Tony,
i think the problem is my $link = $self-TicketObj-DependedOnBy-Next; which
gives you back all possible DependedOnBy Tickets, also if you have more. I
tried something similar
Re: [rt-users] How to add attachments (not links) with a template to an outgoing mail?
Hi Tom, thanks for the hint. in the mean time we found a easy way to do this ;-) Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: Tom Lahti [mailto:t...@bitstatement.net] Gesendet: Donnerstag, 19. November 2009 22:43 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] How to add attachments (not links) with a template to an outgoing mail? Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi, i followed the the instructions from wiki to add all attachments from a ticket (during the whole livetime) as links to the outgoing mail. No i need to attache all the attachements to the outgoing mail, but i can't find anything useful at the wiki for this. Any suggestions? As far as I know, you'd have to write a custom email template that fetches the attachment contents through the perl API and builds a MIME-encapsulated message body. Of course it has to execute fully before the resulting page will display, which might take awhile. Since I've forgotten most of my perl at this point, and I'd want the page to display quicker, personally I would probably build myself a custom REST service and have the perl template call that and supply some parameters. But that's just me. -- -- Tom Lahti, SCMDBA, LPIC-1 BIT LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to add attachments (not links) with a template to an outgoing mail?
Hi, i followed the the instructions from wiki to add all attachments from a ticket (during the whole livetime) as links to the outgoing mail. No i need to attache all the attachements to the outgoing mail, but i can't find anything useful at the wiki for this. Any suggestions? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to add attachments (not links) with a template to anoutgoing mail?
One thing i forgot: 'RT-Attach-Message: Yes' is a special header that RT uses internally. It means that the outgoing mail should be created with all attachments. Instead of adding attachments to an outgoing email you can add links to those using AddAttachmentLinksToMail. This point from wiki i have tried already and it is not working. Torsten -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Donnerstag, 19. November 2009 15:58 An: rt-users@lists.bestpractical.com Betreff: [rt-users] How to add attachments (not links) with a template to anoutgoing mail? Hi, i followed the the instructions from wiki to add all attachments from a ticket (during the whole livetime) as links to the outgoing mail. No i need to attache all the attachements to the outgoing mail, but i can't find anything useful at the wiki for this. Any suggestions? Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Create Ticket Links via Scrip
OK, now i found it. If $self-TicketObj-AddLink(Type='Members',Target=ID_OF_CHILD); is not working, then $self-TicketObj-AddLink(Type='MemberOf',Base=ID_OF_CHILD); does the trick. Torsten -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Mittwoch, 18. November 2009 08:08 An: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Create Ticket Links via Scrip Hi again, now i tried several times, no succes. It is working fine for all but not for Members, any ideas? Torsten -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Dienstag, 17. November 2009 18:36 An: rt-users@lists.bestpractical.com Betreff: [rt-users] Create Ticket Links via Scrip Hi, another (hopefully) tiny problem. I'm trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket) My Idea: $self-TicketObj-AddLink(Type='Members',Target=ID_OF_CHILD); but this is not working. I have tried with success the following: $self-TicketObj-AddLink(Type='MemberOf',Target=ID_OF_CHILD); $self-TicketObj-AddLink(Type='RefersTo',Target=ID_OF_CHILD); $self-TicketObj-AddLink(Type='ReferedToBy',Target=ID_OF_CHILD); All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs Any Ideas? Is this a typo error?!? Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] DueDateInBusinessHours not working
Hi Tony, have you installed the the CPAN Module BUSINESS::HOURS ?? I think copy this to RT folder is not the correct way. Normally: perl -MCPAN -e 'install Business::Hours' should fix your problem Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Tony John , Bangalore Gesendet: Dienstag, 17. November 2009 09:31 An: rt-users@lists.bestpractical.com Betreff: [rt-users] DueDateInBusinessHours not working Hi Folks, Please find below the scrip and error log file which I got while executing the scrip: Description: Business Hours Condition: On Create Action: User Defined Template: Global template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: return 1; Custom action cleanup code: my $duedate = RT::Date-new($RT::SystemUser); my $hoursuntildue = 4; use Business::Hours; my $hours = Business::Hours-new(); my $curtime = time; my $bus_hours_duetime = $hours-add_seconds ($curtime, ($hoursuntildue*60*60)); $duedate-Set(Format='unix', Value=$bus_hours_duetime); $self-TicketObj-SetDue($duedate-ISO); return 1; Error Log File [Tue Nov 17 07:24:05 2009] [error]: Scrip 117 Commit failed: Can't locate Business/Hours.pm in @INC (@INC contains: /usr/local/lib/rt3/lib /usr/local/lib/rt3/plugins/RT-Extension-CustomField-Checkbox/lib /usr/lib/perl5/vendor_perl/5.10.0 /usr/local/lib/perl5/site_perl/5.10.0/i386-linux-thread-multi /usr/local/lib/perl5/site_perl/5.10.0 /usr/lib/perl 5/vendor_perl/5.10.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.10.0/i386-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl . /etc/httpd) at (eval 482) line 3. So I pasted the BusinessHours.pm file from the CPAN org in the RT folder but its still givin the same error.What should I do access this package class ? Or is anything wrong in the placing of the file BusinessHours.pm in RT folder? Any help? Regards, Tony John DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to get TicketObj from a Ticket ID
Hi, i'm now searching since some hours how to get the TicketObj from a given Ticket ID. Normally from within a scrip i go this way: $self-TicketObj and i can work with all the Information (like $self-TicketObj-Status etc) Now i have only i Ticket ID stored in a variable and i'm searching a way to get back my TicketObj. Any hints? I'm lost at the moment Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to get TicketObj from a Ticket ID
Hi Matt Jason,
thanks for your support, but i cant get this running. I have tried both methods
and both wont work.
Here my Action Code:
my $DepOnBy = $self-TicketObj-DependedOnBy;
while( my $dep = $DepOnBy-Next ) {
next unless( $dep-BaseURI-IsLocal );
my $orig = $dep-BaseObj-Id;
my $depon = $dep-TargetObj-Id;
$RT::Logger-debug(ORIG: $orig DEPON: $depon);
}
my $OriginalTicketObj = RT::Ticket-new($RT::SystemUser);
$OriginalTicketObj-Load($orig);
$RT::Logger-debug(TBRUMM-LWIS-TST: CustomActionCleanCode - Ende);
return 1;
---
This is the version like explained from Jason and it is not working.
And the same problem if i replace:
my $OriginalTicketObj = RT::Ticket-new($RT::SystemUser);
$OriginalTicketObj-Load($orig);
with
my $OriginalTicketObj = LoadTicket($orig);
I have now idea anymore whats going wrong at the moment.
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Matt Zagrabelny
Gesendet: Dienstag, 17. November 2009 15:38
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID
On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
wrote:
Hi,
i'm now searching since some hours how to get the TicketObj from a given
Ticket ID.
Normally from within a scrip i go this way: $self-TicketObj and i can
work with all the Information (like $self-TicketObj-Status etc)
Now i have only i Ticket ID stored in a variable and i'm searching a way to
get back my TicketObj.
my $TicketObj = LoadTicket($id);
--
Matt Zagrabelny - mzagr...@d.umn.edu - (218) 726 8844 University of Minnesota
Duluth Information Technology Systems Services PGP key 1024D/84E22DA2
2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2
He is not a fool who gives up what he cannot keep to gain what he cannot lose.
-Jim Elliot
___
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Community help: http://wiki.bestpractical.com Commercial support:
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
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Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to get TicketObj from a Ticket ID
Finally i got the error. outsite the while loop the $orig variable does not
exsist.
Thanks to all for the help.
Torsten
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten
/ Kuehne + Nagel / Ham MI-ID
Gesendet: Dienstag, 17. November 2009 16:12
An: Matt Zagrabelny; rt-users@lists.bestpractical.com; smit...@bnl.gov
Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID
Hi Matt Jason,
thanks for your support, but i cant get this running. I have tried both methods
and both wont work.
Here my Action Code:
my $DepOnBy = $self-TicketObj-DependedOnBy; while( my $dep = $DepOnBy-Next )
{
next unless( $dep-BaseURI-IsLocal );
my $orig = $dep-BaseObj-Id;
my $depon = $dep-TargetObj-Id;
$RT::Logger-debug(ORIG: $orig DEPON: $depon); }
my $OriginalTicketObj = RT::Ticket-new($RT::SystemUser);
$OriginalTicketObj-Load($orig);
$RT::Logger-debug(TBRUMM-LWIS-TST: CustomActionCleanCode - Ende); return 1;
---
This is the version like explained from Jason and it is not working.
And the same problem if i replace:
my $OriginalTicketObj = RT::Ticket-new($RT::SystemUser);
$OriginalTicketObj-Load($orig);
with
my $OriginalTicketObj = LoadTicket($orig);
I have now idea anymore whats going wrong at the moment.
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Matt Zagrabelny
Gesendet: Dienstag, 17. November 2009 15:38
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] How to get TicketObj from a Ticket ID
On Tue, 2009-11-17 at 15:33 +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
wrote:
Hi,
i'm now searching since some hours how to get the TicketObj from a given
Ticket ID.
Normally from within a scrip i go this way: $self-TicketObj and i can
work with all the Information (like $self-TicketObj-Status etc)
Now i have only i Ticket ID stored in a variable and i'm searching a way to
get back my TicketObj.
my $TicketObj = LoadTicket($id);
--
Matt Zagrabelny - mzagr...@d.umn.edu - (218) 726 8844 University of Minnesota
Duluth Information Technology Systems Services PGP key 1024D/84E22DA2
2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2
He is not a fool who gives up what he cannot keep to gain what he cannot lose.
-Jim Elliot
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[rt-users] Create Ticket Links via Scrip
Hi, another (hopefully) tiny problem. I'm trying to add a ticket link via scrip to a ticket. the link should be of Type Members (Creating a child link to an existing ticket) My Idea: $self-TicketObj-AddLink(Type='Members',Target=ID_OF_CHILD); but this is not working. I have tried with success the following: $self-TicketObj-AddLink(Type='MemberOf',Target=ID_OF_CHILD); $self-TicketObj-AddLink(Type='RefersTo',Target=ID_OF_CHILD); $self-TicketObj-AddLink(Type='ReferedToBy',Target=ID_OF_CHILD); All are working but Members is not working. I see at the ticket history: RT_SYSTEM - thats all and nothing inside the Logs Any Ideas? Is this a typo error?!? Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Strange Error in RT on Ownerchange
Hi RT Users,
some of my users report the error below to me in some tickets (all created
yesterday 3pm german time) if they try to take the ticket. Same occurs if they
try to change the owner via Basics.
We are sti´ll under RT 3.6.5 on Centos. No changes to RT during the last weeks
so far i can remember ;-)
Any idea what could happen to this tickets?!
Thanks
Torsten
error: Can't call method Delete on an undefined value at
/opt/rt3/lib/RT/Ticket_Overlay.pm line 3068.
context: ...
3064:
3065:# Delete the owner in the owner group, then add a new one
3066:# TODO: is this safe? it's not how we really want the API to work
3067:# for most things, but it's fast.
3068:my ( $del_id, $del_msg ) =
$self-OwnerGroup-MembersObj-First-Delete();
3069:unless ($del_id) {
3070:$RT::Handle-Rollback();
3071:return ( 0, $self-loc(Could not change owner. ) . $del_msg );
3072:}
...
code stack: /opt/rt3/lib/RT/Ticket_Overlay.pm:3068
/opt/rt3/local/lib/RT/Interface/Web.pm:1264
/opt/rt3/share/html/Ticket/Modify.html:72
/opt/rt3/share/html/autohandler:291
raw error http://ticket.int.kn/Ticket/Modify.html#raw
Can't call method Delete on an undefined value at
/opt/rt3/lib/RT/Ticket_Overlay.pm line 3068.
Trace begun at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method Delete on an
undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3068.^J') called at
/opt/rt3/lib/RT/Ticket_Overlay.pm line 3068
RT::Ticket::SetOwner('RT::Ticket=HASH(0x9cc95f0)', 3372372, 'Give') called at
/opt/rt3/local/lib/RT/Interface/Web.pm line 1264
HTML::Mason::Commands::ProcessTicketBasics('TicketObj',
'RT::Ticket=HASH(0x9cc95f0)', 'ARGSRef', 'HASH(0x5e46f30)') called at
/opt/rt3/share/html/Ticket/Modify.html line 72
HTML::Mason::Commands::__ANON__('TimeWorked', 0, 'TimeEstimated-TimeUnits',
'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x471c360)',
'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1284
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274
HTML::Mason::Request::comp(undef, undef, undef, 'TimeWorked', 0,
'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/opt/rt3/share/html/autohandler line 291
HTML::Mason::Commands::__ANON__('TimeWorked', 0, 'TimeEstimated-TimeUnits',
'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x3dd2940)',
'TimeWorked', 0, 'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372,
'Object-RT::Ticket-2640283-CustomField-1344-Values-Magic', 1, 'FinalPriority',
0, 'TimeLeft', 0, 'TimeWorked-TimeUnits', 'minutes', 'Status', '', 'id',
2640283, 'TimeLeft-TimeUnits', 'minutes', 'TimeEstimated', 0, 'Subject', 'edi
orders not received yet', 'Priority', 0, 'Queue', 495,
'Object-RT::Ticket-2640283-CustomField-1344-Values', '') called at
/usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1279
eval {...} at /usr/lib/perl5/site_perl/5.8.8/HTML/Mason/Request.pm line 1274
HTML::Mason::Request::comp(undef, undef, undef, 'TimeWorked', 0,
'TimeEstimated-TimeUnits', 'minutes', 'Owner', 3372372,
Re: [rt-users] Problems with rt-shredder / rt-validator
Hi Sven,
i remember this problem at our installation some years ago, a hint from Ruz was
to check inside the link table for this ticket number and fix the problem
directly here (hopefully i remember correctly)
@Ruz: I think this solved the problem for us, several hundret years ago ;-)
@Sven: Wie siehts mit nem Treffen Anfang Dezember bei Euch aus?
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Sven
Sternberger
Gesendet: Dienstag, 10. November 2009 13:57
An: Ruslan Zakirov
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Problems with rt-shredder / rt-validator
Hello!
I'm still interested to get rid of the ticket.
Now with rt3.8.6 I still get
# /opt/rt3/sbin/rt-shredder --plugin Tickets=query,Status ='deleted'
AND id=228186;limit,100
SQL dump file is '/root/20091110T124735-0001.sql'
Next 1 objects would be deleted:
RT::Ticket-228186 object
Do you want to proceed? [y/N] y
Couldn't wipeout object: Can't call method IsLocal on an undefined value at
/opt/rt3/sbin/../lib/RT/URI.pm line 249, STDIN line 1.
=
/root/20091110T124735-0001.sql:
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483006','842057','22064','2483006');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483007','842057','22064','2483000');
INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`)
VALUES('842057','849693','22064');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842057','2483000','842057','842057','2483000');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113090',NULL,NULL,'842057','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842057','228186',NULL,'Requestor');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842057','842057','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483004','842058','10','2483004');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483005','842058','10','2483001');
INSERT INTO `GroupMembers`(`groupid`,`id`,`memberid`)
VALUES('842058','849692','10');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842058','2483001','842058','842058','2483001');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113091',NULL,NULL,'842058','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842058','228186',NULL,'Owner');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842058','842058','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842059','2483002','842059','842059','2483002');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
12:21:57','1',NULL,NULL,'1113092',NULL,NULL,'842059','RT::Group',NULL,NULL,NULL,'0','Create');
INSERT INTO
`Groups`(`description`,`domain`,`id`,`instance`,`name`,`type`)
VALUES(NULL,'RT::Ticket-Role','842059','228186',NULL,'Cc');
INSERT INTO `Principals`(`disabled`,`id`,`objectid`,`principaltype`)
VALUES('0','842059','842059','Group');
INSERT INTO
`CachedGroupMembers`(`disabled`,`groupid`,`id`,`immediateparentid`,`memberid`,`via`)
VALUES('0','842060','2483003','842060','842060','2483003');
INSERT INTO
`Transactions`(`created`,`creator`,`data`,`field`,`id`,`newreference`,`newvalue`,`objectid`,`objecttype`,`oldreference`,`oldvalue`,`referencetype`,`timetaken`,`type`)
VALUES('2007-07-30
Re: [rt-users] Strange Error in RT on Ownerchange
Hi Jerrad, thanks for the hint, i look into all the tickets with this error (i'm happy, only 6 Tickets) and none of them have a owner, also not owned by NOBODY. After searching my log, i found someone from our operating has restartet one of our webservers at the time this tickets where created. OK, i cloned them to a new, now all is fine. Thanks Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Gesendet: Dienstag, 10. November 2009 16:54 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Strange Error in RT on Ownerchange Any idea what could happen to this tickets?! Something in this chain is returning undef; $self-OwnerGroup-MembersObj Presumably there are no owners to begin with. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
It's from cron:
0 8 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg
Queue = 'QueueName' AND ( Status = 'delivered' OR Status = 'waiting' ) AND
'CF.{Update Required}' LIKE 'No' AND Starts 'Today' --action
RT::Action::AutoResolve
I'm not 100% sure anymore where the Action::AutoResolve comes from (found it at
our local/lib/ dir) but i think i got it from wiki:
package RT::Action::AutoResolve;
require RT::Action::Generic;
use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);
#Do what we need to do and send it out.
#What does this type of Action does
# {{{ sub Describe
sub Describe {
my $self = shift;
return (ref $self );
}
# }}}
# {{{ sub Prepare
sub Prepare {
my $self = shift;
# if the ticket is already open or the ticket is new and the message is
more mail from the
# requestor, don't reopen it.
my $status = $self-TicketObj-Status;
return undef if $status eq 'resolved';
return 1;
}
# }}}
sub Commit {
my $self = shift;
my $oldstatus = $self-TicketObj-Status();
$self-TicketObj-__Set( Field = 'Status', Value = 'resolved' );
$self-TicketObj-_NewTransaction(
Type = 'Status',
Field= 'Status',
OldValue = $oldstatus,
NewValue = 'resolved',
Data = 'Ticket auto-resolved on cron script action'
);
return(1);
}
eval require RT::Action::AutoResolve_Vendor;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Vendor.pm});
eval require RT::Action::AutoResolve_Local;
die $@ if ($@ $@ !~ qr{^Can't locate RT/Action/AutoResolve_Local.pm});
1;
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Jesse Vincent [mailto:je...@bestpractical.com]
Gesendet: Dienstag, 3. November 2009 15:18
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Jesse Vincent; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by
Scrip from RT_System
On Tue, Nov 03, 2009 at 12:07:49PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID wrote:
I'd love to do this, drop me a tiny hint where to start from ;-)
First up, what scrip is doing the resolving? What's the ScripAction?
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Re: [rt-users] Per-queue web branding
Hi Aled, possibly you should have a look onto RTx-BrandedQueues from BPS SVN Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Aled Treharne Gesendet: Mittwoch, 4. November 2009 12:06 An: rt-users@lists.bestpractical.com Betreff: [rt-users] Per-queue web branding Hi folks, I couldn't find an answer to this anywhere, apologies if my google-fu is failing me, but is it possible to set up the web interface to brand queues differently? I have a scenario where I want to run a version of RT, but since I'm contracting for a number of clients, it would be useful to offer each group of customers the appropriate client brand. I suppose it's almost a hosted solution. This is only for the customer view - the internal view onto the system doesn't need to be branded. Although I could set up several instances of RT, I'd like to be able to have one view onto all the tickets for the engineers. Thanks, Aled. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
I'd love to do this, drop me a tiny hint where to start from ;-) Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: Jesse Vincent [mailto:je...@bestpractical.com] Gesendet: Montag, 2. November 2009 18:10 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System On Mon, Nov 02, 2009 at 05:22:45PM +0100, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote: Hi, we figured out during the last weeks, that a ticket resolved by a scrip has no resolved time stamp set, is this a know behavior or a simple bug? We are still under RT 3.6.5. lack of a feature - I'd take a patch. Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Resolved Time Stamp not set if ticket is resolved by Scrip from RT_System
Hi, we figured out during the last weeks, that a ticket resolved by a scrip has no resolved time stamp set, is this a know behavior or a simple bug? We are still under RT 3.6.5. Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip help needed
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in our case)
should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after the user in
ticket #2 writes an update and i have no idea at the moment, how can i do the
update as the user, doing the reply on ticket #2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this part of
code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
# Get the actual Actor of this transaction
my $Actor = $self-TransactionObj-Creator;
# $Actor has the ID of the actual Transaction
my $temp_user = RT::User-new();
$temp_user-Load($Actor);
my $AName = $temp_user-Name();
# Name of Actor in acutal Transaction - possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
___
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Re: [rt-users] Scrip help needed
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new(); $temp_user-Load($Actor);
my $AName = $temp_user-Name(); # Name of Actor in acutal Transaction
- possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
Kuehne Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
Verwaltungsrat: Klaus-Michael Kuehne
___
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Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip help needed
Hi Raed,
sorry for the typo in your name Raed ne Roy ;-)
Torsten
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten
/ Kuehne + Nagel / Ham MI-ID
Gesendet: Donnerstag, 24. September 2009 12:39
An: Raed El-Hames
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside this
part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new(); $temp_user-Load($Actor);
my $AName = $temp_user-Name(); # Name of Actor in acutal Transaction
- possibly not needed
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Any help is appriciated.
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
Kuehne Nagel A.G., Sitz: Contern/Luxemburg, Geschaeftsfuehrender
Verwaltungsrat: Klaus-Michael Kuehne
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com Commercial support:
sa...@bestpractical.com
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: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip help needed
Hi Ruslan,
thanks for the hint. tried it with this piece of code:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
my $reply_will_be_on = RT::Ticket-new( $Actor );
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc( Information
added by [_1]., # loc
$Actor,
) . \n .
$self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
this ends up with:
[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call method
UserObj on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm line 3647.
OK, line 3647 from Ticket_Overlay:
$self-HasRight(
Principal = $self-CurrentUser-UserObj(),
Right = $right
)
);
OK, i'm working as superuser, so i should have the rightdigging in the dark
:-(
-Ursprüngliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as creator of the
transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...); ...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA
21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft:
Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender
Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Raed El-Hames [mailto:r...@vialtus.com]
Gesendet: Donnerstag, 24. September 2009 11:59
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Hi Torsten;
Try
$related-BaseObj-Comment(
Creator = $self-TransactionObj-Creator,
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
Note the Creator line I added.
Regards;
Roy
Brumm, Torsten / Kuehne + Nagel / Ham MI-ID wrote:
Hi,
i'm trying to write a scrip which does the following:
We have two or more tickets, each ticket has a refersto to another
like this:
#1 - refers to #2
Now, if someone at ticket #2 writes an update, this update (reply in
our case) should be posted also to ticket #1
Till this point it is working fine, now my problem:
The Update on Ticket #1 is done by RT_System (from the scrip) after
the user in ticket #2 writes an update and i have no idea at the
moment, how can i do the update as the user, doing the reply on
ticket
#2 ?!?
The Part of the source writing back the update:
$related-BaseObj-Comment(
Content = $self-loc( Information added by [_1]., # loc
$self-TransactionObj-CreatorObj-Name,
) . \n . $self-loc( Notes: [_1], # loc
$note
),
);
I'm not sure how can i add the actual actor from Ticket #2 inside
this part of code?!?
Below is my full source till now:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions; $t-Limit( FIELD = 'Type',
VALUE = 'Correspond' ); $t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) { $note = $CommentObj-Content;
}; # Get the actual Actor of this transaction my $Actor =
$self-TransactionObj-Creator; # $Actor has the ID of the actual
Transaction my $temp_user = RT::User-new();
$temp_user
Re: [rt-users] Scrip help needed
Hi Ruslan, Raed,
thanks for your support, it is working well now.
Attached again the correct working scrip action, if someone else has a need for
this:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
my $user = RT::User-new($RT::SystemUser);
$user-Load($Actor);
my $Name = $user-Name;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $reply_will_be_on = RT::Ticket-new($user);
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc(
Information added by [_1]., # loc
$Name,
) . \n .
$self-loc( Notes: [_1], # loc
$note
),
);
}
return 1;
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
-Urspruengliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 16:15
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
$self-TransactionObj-Creator returns id not a user object, when you need
object.
On Thu, Sep 24, 2009 at 5:52 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Ruslan,
thanks for the hint. tried it with this piece of code:
my $Clone = $self-TicketObj;
my $note;
my $t = $self-TicketObj-Transactions;
$t-Limit( FIELD = 'Type', VALUE = 'Correspond' );
$t-OrderByCols (
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
my $CommentObj = $t-First;
if( $CommentObj $CommentObj-id ) {
$note = $CommentObj-Content;
};
my $Actor = $self-TransactionObj-Creator;
while (my $related = $Clone-ReferredToBy-Next) {
my $original = $Clone-id;
my $relid = $related-BaseObj-id;
my $reply_will_be_on = RT::Ticket-new( $Actor );
$reply_will_be_on-Load( $related-BaseObj-id );
$reply_will_be_on-Comment( Content = $self-loc(
Information added by [_1]., # loc
$Actor,
) .
\n . $self-loc( Notes: [_1], # loc
$note
),
); } return 1;
this ends up with:
[Thu Sep 24 13:47:26 2009] [error]: Scrip 1159 Commit failed: Can't call
method UserObj on an undefined value at /opt/rt3/lib/RT/Ticket_Overlay.pm
line 3647.
OK, line 3647 from Ticket_Overlay:
$self-HasRight(
Principal = $self-CurrentUser-UserObj(),
Right = $right
)
);
OK, i'm working as superuser, so i should have the rightdigging in
the dark :-(
-Urspruengliche Nachricht-
Von: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Gesendet: Donnerstag, 24. September 2009 15:23
An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
Cc: Raed El-Hames; rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Scrip help needed
Torsten,
Scrips work under system user, but you have to reload ticket as creator of
the transaction. Something like:
...
my $reply_will_be_on = RT::Ticket-new( $txn-CreatorObj );
$reply_will_be_on-Load( $ticket_you_found_as_system_user-id );
$reply_will_be_on-Comment(...); ...
On Thu, Sep 24, 2009 at 2:39 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Hi Roy,
no success, still: RT_System - Comments added
:-(
Thanks
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang,
Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.),
Jens Wollesen
[rt-users] How to access a CustomField from Ticket/Tabs
Hi RT Gurus,
is there any way to access the content of a CustomField from
Ticket/Elements/Tabs ?
I try to create a new button called Reinstate which will set back the status
to last know status (stored in a CF).
Something like this:
$actions-{'AC'} = { path =
Ticket/Display.html?Status={CustomFieldValue('OldStat')}id= . $id,
title = loc('Reinstate') };
Not sure if this is possible.
Any ideas or solutions as workaround?
Greetings
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
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Re: [rt-users] SOLVED: How to access a CustomField from Ticket/Tabs
OK, sometime the vacuum in my head is preventing me from thinking.
Thanks to Scott Lander for Support.
Solution:
my $path = 'Ticket/Display.html?Status=';
my $CFStat=$Ticket-FirstCustomFieldValue('Saved_Status');
$actions-{'ZZZ-Clone8'} = {
title = loc('[Reinstate]'),
path = $path . $CFStat . 'id=' . $Ticket-id,
};
Torsten
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten
/ Kuehne + Nagel / Ham MI-ID
Gesendet: Mittwoch, 16. September 2009 15:22
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] How to access a CustomField from Ticket/Tabs
Hi RT Gurus,
is there any way to access the content of a CustomField from
Ticket/Elements/Tabs ?
I try to create a new button called Reinstate which will set back the status
to last know status (stored in a CF).
Something like this:
$actions-{'AC'} = { path =
Ticket/Display.html?Status={CustomFieldValue('OldStat')}id= . $id,
title = loc('Reinstate') };
Not sure if this is possible.
Any ideas or solutions as workaround?
Greetings
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.),
Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke,
Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer
Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE
812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
___
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Community help: http://wiki.bestpractical.com Commercial support:
sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
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Community help: http://wiki.bestpractical.com
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Re: [rt-users] RT data size maintenance
Hi, be very, very, very careful doing this on DB level, you should give RTx-Shredder a try, but touching the DB directly is not a good Idea! Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius (Stellv.), Reiner Heiken (Stellv.), Bruno Mang, Alfred Manke, Christian Marnetté (Stellv.), Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn, Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Venkateswaran, Subbaraman Gesendet: Donnerstag, 30. Juli 2009 14:18 An: rt-users@lists.bestpractical.com Betreff: [rt-users] RT data size maintenance Could someone please help with an approach to delete all attachments in RT database earlier than an year (or so)? We are max'ing out RT database size and would like to perform some cleanup. Or if there is a better way to do these type of maintenance, please do let us know. Appreciate your help. Thanks Subba Venkateswaran AT - App Eng - SEG 609 282 7015 THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Homepage Refresh Interval inside custom page
Dear RT Developer,
i'm looking for a way for a special custom RT Page to bypass the Homepage
Refresh interval. I copy and pasted from other pages the following:
/Elements/Header, Title = loc(Request for Change: User Account), Refresh
= $session{'home_refresh_interval'}
But now the Homepage Refresh Interval of the user (if set) takes place. How can
i explicit diasable it for this page, also if a user has set a homepage
refresh? Is it enough to remove the Refresh Part of the line above?
Torsten
Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: 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, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz:
Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne
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Re: [rt-users] rt shredder slow
From RFC 2616: http://www.w3.org/Protocols/rfc2616/rfc2616-sec3.html#sec3.2 The HTTP protocol does not place any a priori limit on the length of a URI. Servers MUST be able to handle the URI of any resource they serve, and SHOULD be able to handle URIs of unbounded length if they provide GET-based forms that could generate such URIs. A server SHOULD return 414 (Request-URI Too Long) status if a URI is longer than the server can handle (see section 10.4.15). Note: Servers ought to be cautious about depending on URI lengths above 255 bytes, because some older client or proxy implementations might not properly support these lengths. Try the cli based shredder, its much faster! Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: 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, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Asif Iqbal Gesendet: Sonntag, 3. Mai 2009 16:13 An: rt-users Users Betreff: Re: [rt-users] rt shredder slow On Sun, May 3, 2009 at 9:29 AM, Asif Iqbal vad...@gmail.com wrote: rt shredder part of rt 3.8.2 seems extremely slow in wiping out tickets. I have over thousand tickets that needs to be wiped out. can I any way speed up rt shredder? also how can I run it through cron? When I pick 1000 as the limit for shredder I get this message Request-URI Too Large The requested URL's length exceeds the capacity limit for this server. Hmm.. should I not able to shred 1000 ticket at once? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt shredder slow
I'm not sure for 3.8.2 but for older RT versions with shredder installed from cpan, there were some hints at the perldoc of shredder for adding some indexes. Torsten Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: 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, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Asif Iqbal Gesendet: Sonntag, 3. Mai 2009 15:30 An: rt-users Users Betreff: [rt-users] rt shredder slow rt shredder part of rt 3.8.2 seems extremely slow in wiping out tickets. I have over thousand tickets that needs to be wiped out. can I any way speed up rt shredder? also how can I run it through cron? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] rt shredder slow
Good article: http://www.boutell.com/newfaq/misc/urllength.html Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: 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, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne -Urspruengliche Nachricht- Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Brumm,Torsten / Kuehne + Nagel / Ham MI-ID Gesendet: Montag, 11. Mai 2009 12:26 An: Asif Iqbal; rt-users Users Betreff: Re: [rt-users] rt shredder slow From RFC 2616: http://www.w3.org/Protocols/rfc2616/rfc2616-sec3.html#sec3.2 The HTTP protocol does not place any a priori limit on the length of a URI. Servers MUST be able to handle the URI of any resource they serve, and SHOULD be able to handle URIs of unbounded length if they provide GET-based forms that could generate such URIs. A server SHOULD return 414 (Request-URI Too Long) status if a URI is longer than the server can handle (see section 10.4.15). Note: Servers ought to be cautious about depending on URI lengths above 255 bytes, because some older client or proxy implementations might not properly support these lengths. Try the cli based shredder, its much faster! Kuehne + Nagel (AG Co.) KG, Geschaeftsleitung: 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, Persoenlich haftende Gesellschaft: Kuehne Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Asif Iqbal Gesendet: Sonntag, 3. Mai 2009 16:13 An: rt-users Users Betreff: Re: [rt-users] rt shredder slow On Sun, May 3, 2009 at 9:29 AM, Asif Iqbal vad...@gmail.com wrote: rt shredder part of rt 3.8.2 seems extremely slow in wiping out tickets. I have over thousand tickets that needs to be wiped out. can I any way speed up rt shredder? also how can I run it through cron? When I pick 1000 as the limit for shredder I get this message Request-URI Too Large The requested URL's length exceeds the capacity limit for this server. Hmm.. should I not able to shred 1000 ticket at once? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
