Re: [rt-users] Where are saved searches stored in the db

Le 10/01/2017 à 14:51, Woody - Wild Thing Safaris a écrit : > Thanks Emmanuel, > > I see the "Content" is encoded, which is why it didn't come up with my > grep. > > How do i decode/encode it? as far as I remember (no time to check now), it's base64 encoded. You have a script in RT to see

Re: [rt-users] Where are saved searches stored in the db

Le 10/01/2017 à 12:53, Woody - Wild Thing Safaris a écrit : > Hi all, > > I was expecting to find a database table called "SavedSearches" but > there isn't one. I have a saved search that contains the string > '__CurrentUser_' but if i dump the DB and grep for that, i don't find it. > > Anyone

Re: [rt-users] How unprivileged users could see all tickets in their queue?

Le 03/01/2017 à 18:27, Felix Defrance a écrit : > > Hi all, > > I don't find how I could add ShowTickets or QueueList in SelfService. > > I want to allow my unprivileged users, grouped by company name, to see > all tickets in their queue. > > The group rights on the queue is correctly defined and

Re: [rt-users] Where to put Crontool conditions?

Le 19/12/2016 à 17:07, Alex Hall a écrit : > Hi list, > Where do I put custom conditions for rt-crontool? I'm trying to get > UntouchedInHours to work. Its page says to place it in > local/RT/bin/... But I have no bin inside local/RT. I'm assuming that, > like so many Wiki pages, this is simply

Re: [rt-users] Disable mobile UI?

Le 13/12/2016 à 10:06, Giuseppe Sollazzo a écrit : > > Hi list, > > is there any configuration option to (temporarily) disable the Mobile > UI, so that it goes to the full website from mobile UAs, without > having to manually alter the URL? > unfortunatly, no, you have to override the method

Re: [rt-users] missing callbacks in 4.4.1 CSS?

Le 09/12/2016 à 17:08, Alex Hall a écrit : > Thanks. By "lib", I assume you just mean to make a folder somewhere, > then use "@import myNewLib/myFile.css"? Should I make a replacement > for the css file in local/html/NoAut/something that I'm replacing? I > actually don't see a static folder around

Re: [rt-users] Looking for users of RT 4.4 that use the Asset feature

We have a customer using it: as of now 9522 assets (computers, screen, ...) are in the database. Imported from an old system (home made script pulling from the Oracle database, using RT API) and manual csv import when needed (using custom script). 568 privileged users, 6128 unprivileged users,

Re: [rt-users] Exporting Data From RT

Le 23/11/2016 à 16:05, Eddie Jones a écrit : > > *From:*Eddie Jones [mailto:ejo...@eastontelecom.com] > *Sent:* Wednesday, November 23, 2016 9:55 AM > *To:* 'rt-users@lists.bestpractical.com' > *Subject:* Exporting Data From RT > > > > Hello, > > > > I need to export data from RT, including

Re: [rt-users] Different signature per queue

Le 10/11/2016 à 14:49, John Angel a écrit : >> Here I use the callback >> rt/local/html/Callbacks/MyCompany/Elements/MessageBox/Default with the >> following content: > That's great help and works like a charm, many thanks Emmanuel. > > nice to hear :) -- Easter-eggs

Re: [rt-users] Create a team lead view/dashboard to see several user's open tickets

Le 04/11/2016 à 00:15, Kevin Long a écrit : > Is it possible to create a dashboard where a team manager can see the top 10 > tickets for each user on his team, i.e.: > > not dynamically, you have to either update your dashboard with appropriate search each time a new user join/leave your team

Re: [rt-users] Different signature per queue

Le 08/11/2016 à 11:18, John Angel a écrit : > Trying to make different signature per queue. Don't want to use templates > but $SignatureAboveQuote. > Here I use the callback rt/local/html/Callbacks/MyCompany/Elements/MessageBox/Default with the following content: <%INIT> # Use queue template

Re: [rt-users] rt-crontool on condition x change queue

Le 18/10/2016 à 11:03, Joel Bergmark a écrit : > > Hi, > > > > Just a quick one this time, is there any easy way to use rt crontool > get something like this working: > > > > /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg > "Queue = 'X' AND (Status='new' OR Status='open')"

Re: [rt-users] Using self service interface for privileged users in 4.4.1?

Le 11/10/2016 à 20:11, Matt Zagrabelny a écrit : > On Tue, Oct 11, 2016 at 8:05 AM, Alex Hall wrote: >> Hello list, >> I have 4.4.1 running. Someone said on this list that it included the option >> to use the self service interface, even for privileged users? I don't see >>

Re: [rt-users] Connecting RT to IBM iSeries and/or MSSQL databases?

Le 10/10/2016 à 17:15, Alex Hall a écrit : > > > * Can Perl code in scripts talk to an external database as I've described? > yes, scrips run any kind of perl code, you can include needed modules. There is perl libs to talk to almost any kind of databases, even proprietary ones ;) A quick

Re: [rt-users] show msg to user in scrip

Le 05/10/2016 à 16:12, David Schmidt a écrit : > Hello list > > I want to write a scrip that aborts the action the user is trying to > commit and redisplay the current page with an added info message. How > can i display an info message to the user? > you cannot do this within a scrip (unless

Re: [rt-users] Postgresql 4.4.1 slow queries?

Le 28/09/2016 à 11:12, Joel Bergmark a écrit : > Hi! > > This is the output from explain: > > postgres=# EXPLAIN SELECT DISTINCT main.* FROM Users main CROSS JOIN ACL > ACL_3 JOIN Principals Principals_1 ON ( Principals_1.id = main.id ) JOIN > CachedGroupMembers CachedGroupMembers_2 ON (

Re: [rt-users] Merging Tickets

Le 26/09/2016 à 07:44, Thanos Constantopoulos a écrit : > Odyssey > > Dear All > > > > Is there a way to prevent ticket merging when the tickets are not in > the same queue? > > > you have to override the method RT::Ticket->MergeInto for this. Here is an (untested) sample code to put in

Re: [rt-users] stop form submit on ticket reply

Le 24/08/2016 à 17:06, Hugo Escobar a écrit : > Thanks Emmanuel for your response. > > My initial post was a little inaccurate, I forgot to mention some details: > > 1.The user wants to add a ticket reply > 2.The user writes (and prepares her message, attachments, etc) > 3.The user

Re: [rt-users] Questions about specific capabilities of RT

Le 24/08/2016 à 01:35, Alex Hall a écrit : > > > * In OST, agents (that is, staff who can take care of tickets and make > internal notes) must belong to one department only. We can use multiple > teams, but those are harder to deal with than departments.. In RT, can staff > belong to multiple

Re: [rt-users] stop form submit on ticket reply

Le 23/08/2016 à 22:59, Hugo Escobar a écrit : > Hi, > > I need to be able to stop submitting a "Public Reply" correspondence > based on a evaluation that returns a Boolean value. > > This decision must be taken when the user clicks the "Update Ticket" button > > Everything I have tried fails

Re: [rt-users] Can you limit ticket access via CF

Le 23/08/2016 à 04:09, Stephen Switzer a écrit : > Emmanuel, > >This is awesome, thanks for the input! I didn't think to do that. > Does this work with the self-service interface, too? > of course, because it uses core RT features/ACLs > Also, on set-up... I did these steps, creating a

Re: [rt-users] Can you limit ticket access via CF

Le 22/08/2016 à 12:44, aixenv a écrit : > Hello, > > We have a situation where we would like to limit ticket access within a > specific queue based on CF, is that possible? > > for example, let's say the queue name is Technical-Client-Support and > when someone from a particular email submits a

Re: [rt-users] Default requestor for linked / child tickets

Le 28/07/2016 à 09:47, Emmanuel Lacour a écrit : > > > I see, I used a self made callback: > > > $m->callback( CallbackName => "MassageClone", Clone => \$clone, > CloneTicketObj => $CloneTicketObj, ARGSRef => \%ARGS ); > > > Whic

Re: [rt-users] Default requestor for linked / child tickets

Le 28/07/2016 à 09:23, Reinhold Pescoller a écrit : > >>> >> it should works (it works here). What version of RT are you using. Can >> you send me the full error log? >> >> >> I see that your callback is named "MassageCloneArgs". Is this a typo in >> this email, there is no "Args" at the end. >>

Re: [rt-users] prevent moving tickets to a queue, but still make the queue visible?

Le 27/07/2016 à 22:09, David Parter a écrit : > I have searched, and experimented, but have not found the answer. > > I want to prevent anyone except a specific group moving tickets to a > particular queue, but I still want that queue and the tickets in the > queue to be visible to other groups.

Re: [rt-users] Default requestor for linked / child tickets

Le 26/07/2016 à 12:32, Reinhold Pescoller a écrit : > Hi All, > > I have this question. Default rt sets for a new linked ticket (depend on > or child ticket ) as requestor the requestor of the parent ticket. I > would like to set the owner email address as requestor for the new child > ticket. >

Re: [rt-users] url encoding

Le 22/06/2016 à 10:48, Christian Loos a écrit : >> https://umbc.co1.qualtrics.com/SE/?SID=SV_4IbNK0n1unOaIEB=BSG={$Ticket->Id}={$Ticket->OwnerObj->EmailAddress}={$Ticket->RequestorAddresses}={uri_escape($Ticket->Subject)} > > I would use the /Elements/QueryString RT component here, which will do

Re: [rt-users] url encoding

Le 22/06/2016 à 01:16, Joe Kirby a écrit : > I have a template which provides a link to our survey tool and recently > I was asked to add subject to the parts included in the url. > > Since the ticket subject contains spaces, etc. that may not lend them > selves to a url > > I found a way to

Re: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI

Le 16/06/2016 à 19:54, Dustin Graves a écrit : > Hi Guys, > > Thanks for the fix, Emmanuel. We ended up doing it a little differently > though with the JS I18N engine. You can see the > branch 4.4/fix-history-scroll-js for the details. We are planning on > merging the fix into 4.4.1. > nice :)

Re: [rt-users] Ticket-overview

Le 16/06/2016 à 13:07, Joel Bergmark a écrit : > Hi > > > > Is there an existing way or new way to create a ticket overview similar > to RT-at-a-glance where one can list all users owned tickets stats like: > > > > Status Open Stalled > > FooUser 10

Re: [rt-users] Adding menu items with external data to SelfService

Le 13/06/2016 à 06:18, Stephen Switzer a écrit : > Hi Everyone! >I have a goal to make RT's Self Service interface a full customer > portal where they can log in to see their outstanding invoices as well > as report trouble by creating a ticket. I imagine adding a custom field > to the users

Re: [rt-users] RT 4.4.0 ShowHistory -> Scroll problem with French GUI

Le 14/06/2016 à 13:53, Eierschmalz, Bernhard a écrit : > Hi, > > > > I’m using RT 4.4.0 on a PostgreSQL 9.3 database. > > > > Today I activated the option > > Set($ShowHistory, ‘scroll’); > > > > And I ran into a problem with users with French GUI. > > When you open a ticket, you

Re: [rt-users] Changing shape of ticket ID

Le 16/06/2016 à 08:23, Primoz Jeroncic a écrit : > > I'm sure it can be done, but no matter how much I try and search, I > don't find way how to do it. it can be done, but it's a bit tricky, to do it cleanly you have to override some methods by starting from: grep SubjectTag lib/ -r ;) >

Re: [rt-users] Transaction Report

Le 14/06/2016 21:33, Jesse Maseto a écrit : > Hello Matt, > > I want to have a report or a list of tickets showing if the original > owner reassigns a ticket to another co-worker. > there is no direct webui access to such information, but you can create a customfield to record your need through

Re: [rt-users] Send email when a ticket is deleted?

Le 08/06/2016 18:01, Omen Wild a écrit : > Is there an easy way to have RT send an email when a ticket is deleted? > We get some spam to our queues and it would be nice to know if someone > already deleted it. > You have to write a custom condition scrip like (untested): return 1 if (

Re: [rt-users] Expanding ticket numbers

Le 08/06/2016 16:34, Joel Bergmark a écrit : > Hi, > > > > Got a bit confused regarding expanding current ticket numbers, tried > google this but didn’t find anything clear. Ee are using #123456 hence > #99 possible tickets? Problem is that due to spam and other > unexpected high volume of

Re: [rt-users] can't paste images in line

Le 07/06/2016 à 19:35, Andrea Caputto a écrit : > are you sure that extension is working for RT 4.4? > I don't know, I do not have 4.4 on production servers yet (will do soon). - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016

Re: [rt-users] remove large attachments and replace with download link

Le 07/06/2016 à 23:23, Hugo Escobar a écrit : > We need to give our users the possibility of receiving large files (say >> 10MB) > > Knowing the attachment size limit all email services impose, we thought > there should be a way to tell RT to replace large attachments with a > download > link

Re: [rt-users] Scrip check multiple fields

Le 03/06/2016 à 21:31, maks a écrit : > Hello, > > How can I > also check which queue the ticket is currently in within the same condition? > return 0 unless $self->TicketObj->QueueObj->Name eq 'blah'; - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles

Re: [rt-users] can't paste images in line

Le 03/06/2016 à 15:25, Andrea Caputto a écrit : > Hello Emmanuel thanks for your comment, it is right if i put : > > Set($RT::Extension::PermissiveHTML, '1'); > Install the extension and follow the configuration doc. Here I had: Plugin('RT::Extension::PermissiveHTMLMail'); Set($MaxInlineBody,

Re: [rt-users] can't paste images in line

Le 30/05/2016 à 19:21, Andrea Caputto a écrit : > Hello, i want to paste images or screenshots in new tickets or commented > but i cant, maybe is related with this: > > http://www.gossamer-threads.com/lists/rt/users/109983 > > Anyone can help me? > have a look at this:

Re: [rt-users] Alternative GUIs for RT?

Le 01/06/2016 13:13, Vegard Vesterheim a écrit : > > > I found a solution, I think the problem was related to loading the > correct User Object. > indeed, I misread you're code :( > The following works: > > my $UserObj = $session{'CurrentUser'}->UserObj; > my $cf_value =

Re: [rt-users] Alternative GUIs for RT?

Le 01/06/2016 11:53, Vegard Vesterheim a écrit : > > > I tried to register a new User Custom Field, naming the Field > 'PreferEditDisplay', and allowing two values for the field: 'Edit' or > 'Display'. I have registered the value 'Edit' for a specific user for > this Custom Field, but I am not

Re: [rt-users] Importing ticketing data into the RT SQL database

Le 27/04/2016 18:30, Dave Florek a écrit : > Hi, > > I'm about to import a large amount of ticketing data into the RT SQL > database. I spotted three sections in the SQL db > (objectcustomfieldvalues, attachments, tickets) to import the data to. > Since I'm unfamiliar with the db backend, can I

Re: [rt-users] Show Ticket Message in Search/Results.html

Le 21/04/2016 15:12, David Schmidt a écrit : > When I list tickets I want to show the first 3 lines of the ticket > message for each ticket. > > I am using the following patch to achieve this, but it is quite a hack. > Can someone recommend a cleaner solution. > > you don't have to patch, you

Re: [rt-users] Installed extension not working

Le 15/04/2016 02:54, pelotek a écrit : > Your reply made me realize that I hadn't put that portlet on a dashboard or > on RT at a Glance. I knew the issue was probably something easy that I > didn't think of. I was able to put the portlet on the dashboard and it's > working now. Thanks for your

Re: [rt-users] Due dates

Le 15/04/2016 04:11, Steven H a écrit : > I installed rt4.4.0 > > When I configure queue, there is no place to input due dates. Instead there > are fields "Starts" and "Due" which can be fill in a date such as > "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what > I set

Re: [rt-users] Installed extension not working

Le 14/04/2016 21:52, pelotek a écrit : > I've replaced it with > > Set( $HomepageComponents, [ qw(QuickCreate Quicksearch MyAdminQueues > MyCalendar MySupportQueues MyReminders RefreshHomepage Dashboards > SavedSearches FindUser) ] ); > > but MyCalendar still doesn't show up > where did you

Re: [rt-users] Installed extension not working

Le 14/04/2016 21:03, pelotek a écrit : > Set( $HomepageComponents, [qw(MyCalendar)] ); You must take the default value un RT_Config.pm, copy it here and *add* MyCalendar to it! -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France -

Re: [rt-users] Installed extension not working

Le 14/04/2016 16:56, pelotek a écrit : > Hi Emmanuel, when I add that line to the RT_SiteConfig.pm, I get the message > "Invalid portlet Dashboards" after restarting the webserver. > copy/paste here you're config (without sensitive informations!) -- Easter-eggs

Re: [rt-users] [Solved] RE: Installing RT on Centos7

Le 12/04/2016 13:00, Yanni a écrit : > Emmanuel > > Your set of rpms sorted out my missing "File::Which" dependency. > > you're welcome :) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00

Re: [rt-users] Save a Search in Assets

Le 14/04/2016 15:33, Stefan Krüger a écrit : > Hello, > > > > is there a possibility to save searches for assets like for tickets (so > that these searches could be used in dashboards)? > unfortunatly, no :( patches are welcome ;) -- Easter-eggs Spécialiste

Re: [rt-users] Installed extension not working

Le 14/04/2016 16:19, pelotek a écrit : > For the life of me, I can't figure out why RTx::Calendar is not showing up. > I have installed it with cpan, cleared the mason cache, added the Plugin(); > line, and restarted the web server. However, the extension is not showing > up in my GUI. Any

Re: [rt-users] Installing RT on Centos7

For those who may need it, I just did a quick fresh install of RT 4.4.0 on Centos 7 with only rpm dependencies. I collected some, rebuild others and put everything here: http://rt.easter-eggs.org/rpms/el7/README.txt I give this without any warranty ;) - RT 4.4 and RTIR Training

Re: [rt-users] Scrip to enforce maximum ticket status per person per queue?

Le 13/01/2016 20:55, Aaron McCormack a écrit : > Hi RT Users- > > I'm looking to create a scrip which enforces a maximum number of tickets of a > certain status, per person, per queue. > > For example: > > Joe has 3 status open tickets and 4 status stalled tickets. By policy, Joe > is only

Re: [rt-users] Attaque de type CSRF possible

Le 13/01/2016 10:00, wajdi a écrit : > > Hi, > hi, > > Attaque de type CSRF possible > > RT a détecté qu'une attaque de type *CSRF* était possible pour cette > requête, en raison de L'en-tête "Referrer" envoyée par votre navigateur > (x.x.x.x:80) n'est pas autorisé par la configuration

Re: [rt-users] RT Approvals

Le 14/09/2015 10:27, Kobus Bensch a écrit : > Hi > > I have setup approvals following this doc: > https://www.bestpractical.com/docs/rt/4.2.12/customizing/approvals.html. > > I would like to setup multiple approvers based on a value in a custom > field. Is this possible and if so can anybody

Re: [rt-users] XLS export balks

Le 11/09/2015 15:45, Marc Chantreux a écrit : >> you would better use a branch for upstream and one for your (or many if >> you have prod/staging/...). > > i really would like but i don't know how to run RT from the sources > (it seems you need to install it somewhere and run it from this place).

Re: [rt-users] External module publication on CPAN?

Le 11/09/2015 15:58, Marc Chantreux a écrit : > Hello, > > I wrote a script to supply initial datas to RT from an spreadsheet > (excel and libreoffice are repported as working). if some advices > can be given about publishing it (on CPAN), it would be appreciated > (a good name for the module, a

Re: [rt-users] RT 4.2.12 and CentOS 7

Le 02/09/2015 19:23, Tom Misilo a écrit : > Hi, > > > > I was wondering if anyone has successfully used “make fixdeps” with > Request Tracker on CentOS 7? As it seems like cpan only installs to the > local users home directory in a ~/perl5 folder and not systemwide. Which > when using Request

Re: [rt-users] French actions menu on RT 4.0.19 (Ubuntu 14.04 LTS)

Le 04/06/2015 12:23, Guillaume Hilt a écrit : Hello, I'm using RT 4.0.19 on a server running Ubuntu 14.04 LTS. That's the last available RT release on this version. I have a small issue. Some actions menu entries aren't translated in French although the fr.po file got them : - Open It - Stall

Re: [rt-users] XLS report failure

Le 29/01/2015 22:01, Boris Epstein a écrit : Thanks for your help Alex! Do you know if there are any DB changes involved? no, this extension just format standard RT search results, it doesn't change anything on DB side. -- Easter-eggs Spécialiste GNU/Linux

Re: [rt-users] Business hour

On Wed, Nov 19, 2014 at 05:55:09PM +, smail tahir wrote: Could your help me please,  i would like to create a script on resolve, that update custum field called “ Type-Intevention” with one of 2 value Value 1 :  “On Site” : when the resolution date time is in Business hour

Re: [rt-users] Closing all incidents by a specific Owner

On Wed, Nov 19, 2014 at 11:11:53AM +0100, Tamás, Szép wrote: Hello all, Is there a way (script/SQL) to close all incidents owned by one specific user? (mass closing) you can use the WEB UI, search for all tickets wiht this owner, then in the search results, click on Bulk update and

Re: [rt-users] Hiding unused fields

On Tue, Nov 18, 2014 at 11:30:15AM -0800, JZ wrote: I would like to hide some fields that we are not using: Time Estimated Time Worked Time Left I would like to hide them everywhere including the Jumbo view. I am using version 4.2.0. How can I do this? you can try to hide them

Re: [rt-users] rt asterisk

On Tue, Nov 04, 2014 at 11:11:53AM -0800, Shahab Sharifzadeh wrote: Thanks... I want to create a ticket with attachment...(callervoice.gsm) But according to my search in web I can not use from Rest because when I create ticket, the attach file was not sent with them... You need

Re: [rt-users] rt asterisk

On Wed, Nov 05, 2014 at 05:20:52AM -0800, Shahab Sharifzadeh wrote: Thanks you... i tried according to my search in web wrote the following code by php: ?php $attachment_1 = file_get_contents('/opt/app/test/1.jpg'); $content = id: 12\n; $content = $content . Action: comment\n;

Re: [rt-users] rt asterisk

On Wed, Nov 05, 2014 at 06:56:28AM -0800, Shahab Sharifzadeh wrote: Does not work :( : sorry, no time to debug this now, maybe someone else on this list ... -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité

Re: [rt-users] how add attachment to my perl file

Le 05/11/2014 19:47, Shahab Sharifzadeh a écrit : I have a perl code. in the code add comment on ticket (rt).. how can i add attach file to this code? RTFM? perldoc RT::Client::REST [...] comment (ticket_id = $id, message = $message, %opts) Comment on a ticket with ID $id. Optionally

Re: [rt-users] rt asterisk

On Tue, Nov 04, 2014 at 02:55:43AM -0800, Shahab Sharifzadeh wrote: hi good time i want to join rt(request tracker) to asterisk by rt-soap-server.pl. but i dont no what to do... 1- i installed- SOAP::Lite and MIME::Entity 2-after that ,how I run ./rt-soap-server.pl ? And how configure?

Re: [rt-users] Getting names/values for all custom fields attached to a ticket

On Tue, Nov 04, 2014 at 02:42:57PM +, Chris Down wrote: Hello, In the Perl API, how do I get the names/values of all custom fields attached to a ticket? I looked at the documentation, but I only see ways to check for custom fields globally, not how to get a list of all the custom fields

Re: [rt-users] Getting names/values for all custom fields attached to a ticket

On Tue, Nov 04, 2014 at 03:44:55PM +, Chris Down wrote: I think I eventually found what I want[0]: $ticket-CustomFieldValuesAsString($custom_field_name); $ticket-FirstCustomFieldValue($custom_field_name); looks what you're lookign for ;) RT::Ticket is based on RT::Record, so you can

Re: [rt-users] How do you get the SQL that is generated from the ticketSQL

do export DBI_PROFILE=2 before running your command ;) (see also $StatementLog in RT_Config.pm) -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76

Re: [rt-users] Graphical representation of open tickets

On Thu, Oct 23, 2014 at 03:04:29PM +0200, markus.wildb...@eu.magna.com wrote: Hi there! Has anybody done a graphical representation (line graph) of open tickets over time? Our management forced me to create such a representation. I'm looking for a tool doing this graphing, having

Re: [rt-users] Change AutoResponse Global Template based on time of the day

Le 15/10/2014 19:50, rjandric via rt-users a écrit : In your custom condition you should be able to finish by: if ($hours ...) { $self-SetTemplate(WorkingHoursTemplateName); } elsif ($hours ) { $self-SetTemplate(NonWorkingHoursTemplateName); } return 1; -- Easter-eggs

Re: [rt-users] Send email reminder fails with undefined value

Le 15/10/2014 20:38, fleon a écrit : I am having issues making your example work. I created /opt/rt4/local/html/MyCallbacks//Elements/ShowHistory/SkipTransaction and it contains the following: Wrong path, it must be:

Re: [rt-users] Emails to Queue Alias, still merge to other queue

Le 15/10/2014 22:59, Root Kev a écrit : Any chance you could point me in the right direction as to how to patch Email.pm to do the routing based on recipient email address? I'm sorry, not until ...some months, I'm very busy on many RT projects :( -- Easter-eggs

Re: [rt-users] hide version

Le 15/10/2014 10:01, Cedric Pages a écrit : Hi there, I’m trying to hide version on login page with version 4.2.8 but without success. Anybody has already done it and would be any help? grep for RT::VERSION in share/html and you will find which files you have to patch ;) Remember

Re: [rt-users] Change AutoResponse Global Template based on time of the day

I think (never tried) that it could be possible to write a custom scrip action that select the template based on a time condition. This way you have just to use this action where needed and create the pre-defined templates without changing them dynamically. You can also write perl conditions in

Re: [rt-users] Reopen closed ticket

Le 15/10/2014 09:07, Matthias Henze a écrit : Hi, how can an AGENT reopen a closed (NOT resolved, closed) ticket? there isn't a stock closed status in standard RT. If you have one, it's because you changed lifecycles (I expect you have a recent version). You can use those Lifecycles (see

Re: [rt-users] Emails to Queue Alias, still merge to other queue

Le 09/10/2014 21:41, Root Kev a écrit : Hello, We have setup aliases for sendmail that route incoming emails to the correct queue: Example: #RT Mailgate user for it it: |/opt/rt4/bin/rt-mailgate --queue 'it' --action correspond --url http://tracker.company.net/rt; it-comment:

Re: [rt-users] Exporting Time spent transactions

Le 09/10/2014 03:48, Gaston Huot a écrit : Hello. Is there a simple and easy way to *export *all (or some) time spent transactions. By simple I mean just using the basic RT functionality. you cannot export transactions using RT UI. You can just export tickets (and their timeworked

Re: [rt-users] Date formatting

Le 15/10/2014 10:21, Rinke Colen a écrit : Does anyone know how to format the date/time that {$Ticket-Created} returns in my email template? I want it to read Wednesday October 8, 2014 at 5:31 PM (CET) or Woensdag 8 oktober 2014 om 17:31 (CET). (Second version is Dutch.) Use

Re: [rt-users] Date formatting

Le 15/10/2014 10:40, Rinke Colen a écrit : OK, great. Problem is that my Perl knowledge is too small to fully understand the documentation on RT::Date or how to use the formatters it mentions. Could anyone give an example? $Ticket-CreatedObj-LocalizedDateTime( DateFormat =

Re: [rt-users] Send email reminder fails with undefined value

Le 15/10/2014 14:20, fleon a écrit : I found the thread on the list http://requesttracker.8502.n7.nabble.com/Suppressing-RT-System-itself-entries-in-Ticket-History-td52865.html that explains that a method to suppress these kind of elements in the ticket history is to code a callback where you

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

On Wed, Oct 08, 2014 at 11:12:15PM +0200, Rinke Colen wrote: I know how to define actions in RT_SiteConfig.pm like this: actions = [     '* - closed' = {         label  = 'Close',         update = 'Respond',     }, But I need something fancier now. I want

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

On Thu, Oct 09, 2014 at 10:17:09PM +1100, Alex Peters wrote: Does this code also actually move the ticket into the other queue? by the fact that it calls the Display.html template with the Queue attribute. Each time Display.html is called on a ticket, it first process arguments before

Re: [rt-users] Display number of tickets to each queue in last 12 months

On Wed, Oct 08, 2014 at 07:30:49AM -0700, scott.dalzell wrote: What is the best way to display the number of tickets each queue has received over the past 12months? i would like to add it to the homepage so we and easily monitor which queues are reciving a lot of tickets Do a search with

Re: [rt-users] HTML email with inline images.

On Wed, Jul 16, 2014 at 03:22:20PM +0100, Derek keith wrote: Thanks Kevin That appears to have fixed Problem1. Now just need to get inline pictures to show on the email. you may have a look at the last patch here: http://issues.bestpractical.com/Ticket/Display.html?id=29967

Re: [rt-users] Processing attachments outside RT

On Tue, Jul 01, 2014 at 06:03:21PM +0800, pj loh wrote: Hi, Hi, [...] I've looked through the RT::Attachment documentation, experimented with it, and also searched through the RT mailing list archives. The best I can do is to display the content of the attachment, but I cannot

Re: [rt-users] In Line Images in Emails

On Mon, Jun 02, 2014 at 09:48:03AM +0100, Kevin Curtis wrote: Hi Emmanuel, The test case for us was quite simple.  We use Miscrosoft Office Outlook as the email client.     1) Create a ticket     2) The Ticket owner updates the ticket by sending an email to RT that

Re: [rt-users] In Line Images in Emails

On Mon, Jun 02, 2014 at 10:27:07AM +0100, Kevin Curtis wrote: Hi, The Template for Correspondence is as you show below, as does the one for Transaction. Is there another that I should check? and your scrip is really using this template or the non-html one? -- Easter-eggs

Re: [rt-users] creating tickets with CF values without ModifyCustomField right

On Mon, Jun 02, 2014 at 02:44:14PM +0200, Christian Loos wrote: Hi, is it possible to create tickets with CF values for users that don't have the ModifyCustomField right? Currently if fails with Permission Denied in RT::CustomField-AddValueForObject(). We have some users that use the RT

Re: [rt-users] Different template according to requestor email address

On Fri, May 30, 2014 at 12:59:48AM -0700, andkulb wrote: How can I separate these to get different messages according to their email address? scrips uses lib/RT/Action/SendEmail.pm which is designed to send one template to all scrip recipients. it's not unfaisible to send different

Re: [rt-users] In Line Images in Emails

On Fri, May 30, 2014 at 11:57:22AM +0100, Kevin Curtis wrote: We have found that whenever RT receives an email that contains an inline image (internally or externally), any emails that get sent out by RT (for example to the CC list or the requestor or the owner) the email that gets

Re: [rt-users] Maximum recipients allowed

On Mon, May 19, 2014 at 02:41:19PM +0200, Olivier Lumineau wrote: Hi, we are using RT 3.8.7, and to filter spam more efficiently, I wanted to know if there was an easy way in RT to limit ticket recipients (to + cc + bcc) . I don't want more than 10 or 15 recipients by ticket, to prevent

Re: [rt-users] Mail and set prio?

On Mon, May 12, 2014 at 11:19:12AM +, Martin Petersson wrote: Hello, I wonder if there´s a way to set the priority in the mail when sending the mail to RT?  It depends on which condition should trigger the priority. If you wan't to set the priority with a keyword in the body,

Re: [rt-users] Renaming lifecycles possible?

On Wed, May 07, 2014 at 02:51:53PM +0200, Rinke Colen wrote: I'm having trouble renaming a lifecycle. I had a lifecycle in use called 'indident_mgmt' and I want to rename it to 'incident management'. In RT_SiteConfig.pm I canged the following: Set(%Lifecycles, indident_mgmt = {

Re: [rt-users] Sorting by the value of a custom field in search results *numerically*

On Fri, May 02, 2014 at 01:52:06PM -0700, Landon Stewart wrote: Hello, It seems that the sorting by custom field in search results is always done alphabetically.   For example sorting by CF that contains only integers in descending order: 4 3 2 11 1 Is there

Re: [rt-users] Sorting by the value of a custom field in search results *numerically*

On Mon, May 05, 2014 at 02:21:28PM +0200, Emmanuel Lacour wrote: On Fri, May 02, 2014 at 01:52:06PM -0700, Landon Stewart wrote: Hello, It seems that the sorting by custom field in search results is always done alphabetically.   For example sorting by CF that contains only

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