[rt-users] Rép. : Re: Users Handbook
Hi Kenn, Would I be able to have a copy of your handbook too? Best regards Horst Le Mardi, 19. Avril 2011 à 23:09, Kenneth Crocker kfcroc...@lbl.gov a écrit : Jason, Miachael, Yan, Kevin, Raed, Tyler Drew, I will certainly mail each of you a copy of both the User's Guide as well as the Queue Admin Guide. You must keep in mind that this documentation is tailored towards the way we do things here at LBNL. We have over 100 Queues that are used to support Application Projects/Systems/Support. In most cases, we have a WorkFlow process that includes Review Approval of requests before being moved to the support Queue as well as QA procedures that allow for separate approval of QA test results (by another team or the requestors, etc) before migration to production Resolution. That means I the documentation will be referring to Ticket Status values we added, Custom Fields Scrips created for these processes. As long as you guys plan to rip out what you don't need, it can be useful as a baseline of instruction on understanding terminology, privileges, notification scrips, searching reporting (including dashboards), and on. I hope it will be useful for you. I'll be sending them out in a couple of hours. Kenn LBNL On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Raed Kevin, I'll have to send these to your individual email address as the User's list will stop it cause the attachments are so large. Kenn LBNL On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: Raed, Absolutely! Right now I'm prepping it to remove any company info that shouldn't go out. Both Guides should be ready by EOD. BTW, the guides are based on 3.8.7, including screen shots, etc. Kenn LBNL On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames raed.el-ha...@daisygroupplc.com wrote: Hello Kenn: Ist possible you can share your Users Guide , I’ve been planning to make one for my users in here for a while, but other work keep cropping up, and any help starting this will be useful. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Yan, I developed some guides for our user's. It has a Glossary of terms and references tp Privileges (the Admin guide). However, it refers to workflow functions and scrip that we developed that might not be in sync with what you do. This is what the TOC for the User's Guide looks like: 1: Introduction. - 1 - 2: Administration. - 5 - 3: Logging In. - 7 - 4: Home Page. - 8 - 5: Tickets Interface. - 14 - 6: Common Tasks. - 26 - Searching, Reporting Dashboards: - 26 - Create a Ticket: - 26 - Correspondence with a Ticket: - 26 - 7: Ticket Owner Tasks. - 27 - Updating Multiple Tickets (Bulk Update): - 28 - Initiating the Review Process: - 31 - Updating the Development Progress of an “Open” Ticket: - 32 - Managing Ticket Relationships: - 35 - Initiating the QA WorkFlow Process: - 35 - Resolving a Ticket: - 35 - 8: Email Interface. - 36 - 9: Support - 38 - Appendix A: Glossary of Terms - 39 - ( #12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2 ) This is what the TOC for the Queue Admin Guide looks like: 1: Introduction. - 1 - 2: System Administration Requests. - 2 - Request a New Queue: - 2 - Request a New Group: - 4 - Request a New Custom Field: - 6 - Set up Notifications: - 7 - 3: Queue Administration. - 8 - Adding Members to a Group: - 8 - Configure Group Rights/Privileges: - 11 - Sample Instructions to Setup Access Rights for a Queue: - 11 - Apply a Custom Field to a Queue: - 17 - Project Management: - 22 - Calendar View of Tickets: - 22 - Dashboards for Systematic Reporting: - 22 - Initiating the Review Process: - 22 - Initiating the QA WorkFlow Process: - 22 - Resolving a Ticket: - 22 - 4: Support - 23 - Appendix A: Glossary of Terms. - 24 - Appendix B: Rights and Privileges - 25 - ( #12f6f7e4caccebdd_12f6ea9a4fbdc8c2_12f6e9bbf5073025__Toc2 ) I also have a System Admin Guide but I'm sure you aren't interested in that. Let me know. Kenn LBNL On Mon, Apr 18, 2011 at 2:22 PM, Yan Seiner y...@seiner.com wrote: Is there a Users Handbook available? I will be deploying RT as a pilot project and would like to have some materials for the users to refer to. --Yan -- If you have eight hours to chop down a tree spend six sharpening your axe. --Abraham Lincoln ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus
[rt-users] ExternalAuth - ActiveDirectory failed login
Hi list,
I've installed the ExternalAuth extension and cannot find the solution
for my connexion problem to the Active Directory server.
I need your help.
Apache/2.2.6 (Unix)
mod_perl/2.0.4
Perl/v5.8.8
RT : 3.8.8
RT::Authen::ExternalAuth: 0.0.8
RT_SiteConfig.pm :
-
# The order in which the services defined in ExternalSettings
# should be used to authenticate users. User is authenticated
# if successfully confirmed by any service - no more services
# are checked.
Set($ExternalAuthPriority, ['My_LDAP']);
# The order in which the services defined in ExternalSettings
# should be used to get information about users. This includes
# RealName, Tel numbers etc, but also whether or not the user
# should be considered disabled.
#
# Once user info is found, no more services are checked.
#
# You CANNOT use a SSO cookie for authentication.
Set($ExternalInfoPriority, ['My_LDAP']);
# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means use Net::SSLeay;
Set($ExternalServiceUsesSSLorTLS,0);
# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,0);
# These are the full settings for each external service as a
HashOfHashes
# Note that you may have as many external services as you wish. They
will
# be checked in the order specified in the Priority directives above.
# e.g.
#
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
#
Set($ExternalSettings, {
'My_LDAP' = {
'type'= 'ldap',
'server' = 'ldap.office.loro.swiss',
'user'= 'adit1',
'pass'= 'xx',
'base'=
'OU=LORO,DC=office,DC=loro,DC=swiss',
'filter' = '(objectclass=*)',
'd_filter'=
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls' = 0,
'ssl_version' = 3,
'net_ldap_args' = [
version = 3],
'group' = 'DC',
'group_attr'= 'office',
'attr_match_list' = [
'Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
# The mapping of RT attributes on to LDAP attributes
'attr_map' = {
'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' =
'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip'= 'postalCode',
'Country'= 'co'
}
}
}
);
APACHE_LOG :
-
[Mon Mar 7 13:56:50 2011] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj : Cannot connect to
ldap.office.loro.swiss
(/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:437)
Trace begun at /opt/rt_dev/bin/../lib/RT.pm line 291
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x312cac0)',
'RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj', ': Cannot connect
to', 'ldap.office.loro.swiss') called at
/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 437
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj('HASH(0x9e6ef0)')
called at
/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 298
RT::Authen::ExternalAuth::LDAP::UserExists('adit1', 'My_LDAP') called
at
/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 356
RT::Authen::ExternalAuth::UserExists('adit1', 'My_LDAP') called at
/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm
line 106
RT::Authen::ExternalAuth::DoAuth('HASH(0x4399af0)', 'adit1',
'xx') called at
/opt/rt_dev/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth
line 25
HTML::Mason::Commands::__ANON__('pass', 'xx', 'user', 'adit1')
called
Re: [rt-users] Rép. : Re: CommandByMail only for certain queue
yes, sorry I saw not it right away :( Horst Le Lundi, 24. Janvier 2011 à 17:18, Kevin Falcone falc...@bestpractical.com a écrit : On Mon, Jan 24, 2011 at 07:42:37AM +0100, Horst Kriegers wrote: thanks for your answer. I've searched but don't find the answer... how can I do that ? With a scrip ? It is documented in the INSTALL or README documentation with the extension -kevin Thanks Horst Le Vendredi, 21. Janvier 201116:18, Kevin Falcone falc...@bestpractical.com a ecrit : On Fri, Jan 21, 2011 at 03:46:34PM +0100, Horst Kriegers wrote: Is there a possibility to activate (or deactivate) the CommandByMail extension only for certain queues ? It can be restricted to a group, but not specifically to a queue. -kevin ___ Le contenu de ce courriel est uniquement reserve `a la personne ou l'organisme `a qui il est destine. Si vous n'etes pas le destinataire prevu, veuillez nous en informer au plus vite et detruire le present courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque maniere que ce soit. ___ The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___
[rt-users] Rép. : Re: CommandByMail only for certain queue
Kevin, thanks for your answer. I've searched but don't find the answer... how can I do that ? With a scrip ? Thanks Horst Le Vendredi, 21. Janvier 2011 à 16:18, Kevin Falcone falc...@bestpractical.com a écrit : On Fri, Jan 21, 2011 at 03:46:34PM +0100, Horst Kriegers wrote: Is there a possibility to activate (or deactivate) the CommandByMail extension only for certain queues ? It can be restricted to a group, but not specifically to a queue. -kevin ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___
[rt-users] CommandByMail only for certain queue
Hello list! Is there a possibility to activate (or deactivate) the CommandByMail extension only for certain queues ? Thanks for your help Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___
Re: [rt-users] Rép. : Re: Ticket Forwarding
Yes, unmerged ticket with binary is fine.
I've tried following, from History page :
- Forward only the first ticket (without attachment) : OK
- Forward only the second ticket (with binary) : KO
The second ticket has only the attached file, without any note.
The attached file is a PDF file.
During the ticket creation, the file was attached without his extension
(.pdf ).
Horst
Le Mercredi, 15. Décembre 2010 à 17:03, Kevin Falcone
falc...@bestpractical.com a écrit :
On Wed, Dec 15, 2010 at 08:13:09AM +0100, Horst Kriegers wrote:
- RT Version 3.8.8
- It seems to be for only for a specific merged tickets wich
contains a binary attached file
So, just to confirm, binary attachment, unmerged is fine, but binary +
merge seems to break when forwarding the whole ticket?
Also, I'm curious if this is a ticket where there isn't a message,
just the attachment or if there is a note + attachment.
-kevin
- Stacktraces gives only : See attached RT_forward_stack.txt
file
Tanks for your help
Horst
Le Mardi, 14. Decembre 201017:14, Kevin Falcone
falc...@bestpractical.com a ecrit :
On Tue, Dec 14, 2010 at 04:11:16PM +0100, Horst Kriegers wrote:
Hi list,
following error apear by using the ticket Forward function :
A blank page with only the text Can't call method
ContentAsMIME on an undefined value
at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529,
line 276.
RT Version?
Is this on any ticket or one in particule?
What do you get if you enable stacktraces in your config on
errors?
-kevin
RT log says only :
[Tue Dec 14 15:02:57 2010] [debug]: We found a merged ticket.
30160/30162
(/opt/rt_prd/bin/../lib/RT/Ticket_Overlay.pm:185)
___
Le contenu de ce courriel est uniquement reserve `a la personne ou
l'organisme `a qui il est
destine. Si vous n'etes pas le destinataire prevu, veuillez nous
en informer au plus vite et
detruire le present courriel. Dans ce cas, il ne vous est pas
permis de copier ce courriel, de
le distribuer ou de l'utiliser de quelque maniere que ce soit.
___
The content of this e-mail is intended only and solely for the use
of the named recipient or
organisation. If you are not the named recipient, please inform us
immediately and delete the
present e-mail. In this case, you are nor allowed to copy,
distribute or use this e-mail in
any way.
___
==
Displayed on Screen
==
System error
error: Can't call method ContentAsMIME on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, DATA line
276.
context:
...
525: sub ContentAsMIME {
526: my $self = shift;
527:
528: my $main_content = $self-ContentObj;
529: my $entity = $main_content-ContentAsMIME;
530:
531: if ( $main_content-Parent ) {
532: # main content is not top most entity, we shouldn't loose
533: # From/To/Cc headers that are on a top part
...
code stack: /opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm:529
/opt/rt_prd/bin/../lib/RT/Interface/Email.pm:625
/opt/rt_prd/share/html/Ticket/Forward.html:99
/opt/rt_prd/bin/../lib/RT/Interface/Web.pm:320
/opt/rt_prd/bin/../lib/RT/Interface/Web.pm:224
/opt/rt_prd/share/html/autohandler:53
raw error
Can't call method ContentAsMIME on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, DATA line
276.
Trace begun at
/opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
ContentAsMIME on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, DATA line
276.^J') called at /opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line
529
RT::Transaction::ContentAsMIME('RT::Transaction=HASH(0x3aa6b30)')
called at /opt/rt_prd/bin/../lib/RT/Interface/Email.pm line 625
RT::Interface::Email::ForwardTicket('RT::Ticket=HASH(0x3a97b60)',
'Cc', '', 'ForwardAndReturn', 'Forward Message and Return', 'id', 30162,
'To', 'horst.krieg...@loro.ch', 'QuoteTransaction', '', 'Bcc', '')
called at /opt/rt_prd/share/html/Ticket/Forward.html line 99
HTML::Mason::Commands::__ANON__('Cc', '', 'ForwardAndReturn',
'Forward Message and Return', 'To', 'horst.krieg...@loro.ch', 'id',
30162, 'QuoteTransaction', '', 'Bcc', '') called at
/opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x732850)',
'Cc', '', 'ForwardAndReturn', 'Forward Message and Return', 'To',
'horst.krieg...@loro.ch', 'id', 30162, 'QuoteTransaction', '', 'Bcc',
'') called at /opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Request.pm
line
Re: [rt-users] Rép. : Re: Ticket Forwarding
I've reproduced this problem by creating a new ticket with a binary
attachment and without notes.
If I create a new ticket with a binary attachment AND a note, the
forward works fine.
Horst
Le Jeudi, 16. Décembre 2010 à 09:21, Horst Kriegers a écrit :
Yes, unmerged ticket with binary is fine.
I've tried following, from History page :
- Forward only the first ticket (without attachment) : OK
- Forward only the second ticket (with binary) : KO
The second ticket has only the attached file, without any note.
The attached file is a PDF file.
During the ticket creation, the file was attached without his extension
(.pdf ).
Horst
Le Mercredi, 15. Décembre 2010 à 17:03, Kevin Falcone
falc...@bestpractical.com a écrit :
On Wed, Dec 15, 2010 at 08:13:09AM +0100, Horst Kriegers wrote:
- RT Version 3.8.8
- It seems to be for only for a specific merged tickets wich
contains a binary attached file
So, just to confirm, binary attachment, unmerged is fine, but binary +
merge seems to break when forwarding the whole ticket?
Also, I'm curious if this is a ticket where there isn't a message,
just the attachment or if there is a note + attachment.
-kevin
- Stacktraces gives only : See attached RT_forward_stack.txt
file
Tanks for your help
Horst
Le Mardi, 14. Decembre 201017:14, Kevin Falcone
falc...@bestpractical.com a ecrit :
On Tue, Dec 14, 2010 at 04:11:16PM +0100, Horst Kriegers wrote:
Hi list,
following error apear by using the ticket Forward function :
A blank page with only the text Can't call method
ContentAsMIME on an undefined value
at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529,
line 276.
RT Version?
Is this on any ticket or one in particule?
What do you get if you enable stacktraces in your config on
errors?
-kevin
RT log says only :
[Tue Dec 14 15:02:57 2010] [debug]: We found a merged ticket.
30160/30162
(/opt/rt_prd/bin/../lib/RT/Ticket_Overlay.pm:185)
___
Le contenu de ce courriel est uniquement reserve `a la personne ou
l'organisme `a qui il est
destine. Si vous n'etes pas le destinataire prevu, veuillez nous
en informer au plus vite et
detruire le present courriel. Dans ce cas, il ne vous est pas
permis de copier ce courriel, de
le distribuer ou de l'utiliser de quelque maniere que ce soit.
___
The content of this e-mail is intended only and solely for the use
of the named recipient or
organisation. If you are not the named recipient, please inform us
immediately and delete the
present e-mail. In this case, you are nor allowed to copy,
distribute or use this e-mail in
any way.
___
==
Displayed on Screen
==
System error
error: Can't call method ContentAsMIME on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, DATA line
276.
context:
...
525: sub ContentAsMIME {
526: my $self = shift;
527:
528: my $main_content = $self-ContentObj;
529: my $entity = $main_content-ContentAsMIME;
530:
531: if ( $main_content-Parent ) {
532: # main content is not top most entity, we shouldn't loose
533: # From/To/Cc headers that are on a top part
...
code stack: /opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm:529
/opt/rt_prd/bin/../lib/RT/Interface/Email.pm:625
/opt/rt_prd/share/html/Ticket/Forward.html:99
/opt/rt_prd/bin/../lib/RT/Interface/Web.pm:320
/opt/rt_prd/bin/../lib/RT/Interface/Web.pm:224
/opt/rt_prd/share/html/autohandler:53
raw error
Can't call method ContentAsMIME on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, DATA line
276.
Trace begun at
/opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method
ContentAsMIME on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, DATA line
276.^J') called at /opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line
529
RT::Transaction::ContentAsMIME('RT::Transaction=HASH(0x3aa6b30)')
called at /opt/rt_prd/bin/../lib/RT/Interface/Email.pm line 625
RT::Interface::Email::ForwardTicket('RT::Ticket=HASH(0x3a97b60)',
'Cc', '', 'ForwardAndReturn', 'Forward Message and Return', 'id', 30162,
'To', 'horst.krieg...@loro.ch', 'QuoteTransaction', '', 'Bcc', '')
called at /opt/rt_prd/share/html/Ticket/Forward.html line 99
HTML::Mason::Commands::__ANON__('Cc', '', 'ForwardAndReturn',
'Forward Message and Return', 'To', 'horst.krieg...@loro.ch', 'id',
30162, 'QuoteTransaction', '', 'Bcc', '') called at
/opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component
[rt-users] Ticket Forwarding
Hi list, following error apear by using the ticket Forward function : A blank page with only the text Can't call method ContentAsMIME on an undefined value at /opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, line 276. RT log says only : [Tue Dec 14 15:02:57 2010] [debug]: We found a merged ticket. 30160/30162 (/opt/rt_prd/bin/../lib/RT/Ticket_Overlay.pm:185) Thanks in advance four your help. Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___
[rt-users] Rép. : Re: Ticket Forwarding
- RT Version 3.8.8
- It seems to be for only for a specific merged tickets wich contains a
binary attached file
- Stacktraces gives only : See attached RT_forward_stack.txt file
Tanks for your help
Horst
Le Mardi, 14. Décembre 2010 à 17:14, Kevin Falcone
falc...@bestpractical.com a écrit :
On Tue, Dec 14, 2010 at 04:11:16PM +0100, Horst Kriegers wrote:
Hi list,
following error apear by using the ticket Forward function :
A blank page with only the text Can't call method ContentAsMIME
on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, line
276.
RT Version?
Is this on any ticket or one in particule?
What do you get if you enable stacktraces in your config on errors?
-kevin
RT log says only :
[Tue Dec 14 15:02:57 2010] [debug]: We found a merged ticket.
30160/30162
(/opt/rt_prd/bin/../lib/RT/Ticket_Overlay.pm:185)
___
Le contenu de ce courriel est uniquement réservé à la personne ou
l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire
prévu, veuillez nous en informer au plus vite et détruire le présent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque manière que ce soit.
The content of this e-mail is intended only and solely for the use
of the named recipient or organisation. If you are not the named
recipient, please inform us immediately and delete the present e-mail.
In this case, you are nor allowed to copy, distribute or use this
e-mail in any way.
___
==
Displayed on Screen
==
System error
error: Can't call method ContentAsMIME on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, DATA line 276.
context:
...
525:sub ContentAsMIME {
526:my $self = shift;
527:
528:my $main_content = $self-ContentObj;
529:my $entity = $main_content-ContentAsMIME;
530:
531:if ( $main_content-Parent ) {
532:# main content is not top most entity, we shouldn't loose
533:# From/To/Cc headers that are on a top part
...
code stack: /opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm:529
/opt/rt_prd/bin/../lib/RT/Interface/Email.pm:625
/opt/rt_prd/share/html/Ticket/Forward.html:99
/opt/rt_prd/bin/../lib/RT/Interface/Web.pm:320
/opt/rt_prd/bin/../lib/RT/Interface/Web.pm:224
/opt/rt_prd/share/html/autohandler:53
raw error
Can't call method ContentAsMIME on an undefined value at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529, DATA line 276.
Trace begun at /opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Exceptions.pm line
129
HTML::Mason::Exceptions::rethrow_exception('Can\'t call method ContentAsMIME
on an undefined value at /opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line
529, DATA line 276.^J') called at
/opt/rt_prd/bin/../lib/RT/Transaction_Overlay.pm line 529
RT::Transaction::ContentAsMIME('RT::Transaction=HASH(0x3aa6b30)') called at
/opt/rt_prd/bin/../lib/RT/Interface/Email.pm line 625
RT::Interface::Email::ForwardTicket('RT::Ticket=HASH(0x3a97b60)', 'Cc', '',
'ForwardAndReturn', 'Forward Message and Return', 'id', 30162, 'To',
'horst.krieg...@loro.ch', 'QuoteTransaction', '', 'Bcc', '') called at
/opt/rt_prd/share/html/Ticket/Forward.html line 99
HTML::Mason::Commands::__ANON__('Cc', '', 'ForwardAndReturn', 'Forward Message
and Return', 'To', 'horst.krieg...@loro.ch', 'id', 30162, 'QuoteTransaction',
'', 'Bcc', '') called at
/opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x732850)',
'Cc', '', 'ForwardAndReturn', 'Forward Message and Return', 'To',
'horst.krieg...@loro.ch', 'id', 30162, 'QuoteTransaction', '', 'Bcc', '')
called at /opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1262
eval {...} at /opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Request.pm line 1252
HTML::Mason::Request::comp(undef, undef, undef, 'Cc', '', 'ForwardAndReturn',
'Forward Message and Return', 'To', 'horst.krieg...@loro.ch', 'id', 30162,
'QuoteTransaction', '', 'Bcc', '') called at
/opt/rt_prd/bin/../lib/RT/Interface/Web.pm line 320
RT::Interface::Web::ShowRequestedPage('HASH(0x736060)') called at
/opt/rt_prd/bin/../lib/RT/Interface/Web.pm line 224
RT::Interface::Web::HandleRequest('HASH(0x736060)') called at
/opt/rt_prd/share/html/autohandler line 53
HTML::Mason::Commands::__ANON__('Cc', '', 'ForwardAndReturn', 'Forward Message
and Return', 'To', 'horst.krieg...@loro.ch', 'id', 30162, 'QuoteTransaction',
'', 'Bcc', '') called at
/opt/perl_prd/lib/site_perl/5.8.8/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x7398e0)',
'Cc', '', 'ForwardAndReturn', 'Forward Message and Return', 'To',
'horst.krieg...@loro.ch', 'id', 30162, 'QuoteTransaction
[rt-users] Rép. : Re: Custom scrip : $cf- id is empty
I think I've founded the problem.
The CF was moved from queues to Global so that all queues have an
access to this CF.
I need to make some tests, but I think that it changes below want to
resolve my problem.
Is this the correct way ? Or maybe have you a better suggestion ?
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $myCfName = Qualification sécurité;
$RT::Logger-debug('***');
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadById($trans-Field);
##return 0 unless $cf-id;
...
...
if ($cf-Name == $myCfName $trans-NewValue eq Oui) {
...
...
Le Lundi, 8. Novembre 2010 à 19:11, Kevin Falcone
falc...@bestpractical.com a écrit :
On Fri, Nov 05, 2010 at 02:09:33PM +0100, Horst Kriegers wrote:
Hello,
we have freshly migrated from 3.6.6 to 3.8.8 and the following
custom scrip doesn't work.
If I comment the line 12 return 0 unless $cf-id;, I can see
that the $cf-id and $cf-Name
are empty
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
$RT::Logger-debug('***');
$RT::Logger-debug(' trans-Type = ' . $trans-Type);
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id, Name =
Qualification securite);
You want to be capturing
my ($ok, $msg) = $cf-LoadByName
and warning out the $msg to see why it isn't loading
###return 0 unless $cf-id;
$RT::Logger-debug(' cf-id = ' . $cf-id);
$RT::Logger-debug(' cf-Name = ' . $cf-Name);
$RT::Logger-debug(' trans-Field = ' . $trans-Field);
$RT::Logger-debug(' trans-NewValue = ' . $trans-NewValue);
$RT::Logger-debug(' trans-OldValue = ' . $trans-OldValue);
$RT::Logger-debug('');
if ($trans-Field == $cf-id $trans-NewValue eq Oui) {
$RT::Logger-debug($cf-Name . ' OUI.');
return 1;
} else {
$RT::Logger-debug($cf-Name . ' pas OUI.');
}
}
$RT::Logger-debug('***');
return 0;
Logger result :
--
[Fri Nov 5 13:07:14 2010] [debug]:
*** ((eval 5328):5)
[Fri Nov 5 13:07:14 2010] [debug]: trans-Type = CustomField
((eval 5328):6)
[Fri Nov 5 13:07:14 2010] [debug]: cf-id = ((eval 5328):14)
[Fri Nov 5 13:07:14 2010] [debug]: cf-Name = ((eval
5328):15)
[Fri Nov 5 13:07:14 2010] [debug]: trans-Field = 4 ((eval
5328):16)
[Fri Nov 5 13:07:14 2010] [debug]: trans-NewValue = Non
((eval 5328):17)
[Fri Nov 5 13:07:14 2010] [debug]: trans-OldValue = Oui
((eval 5328):18)
[Fri Nov 5 13:07:14 2010] [debug]: ((eval 5328):19)
[Fri Nov 5 13:07:14 2010] [debug]: pas OUI. ((eval 5328):25)
[Fri Nov 5 13:07:14 2010] [debug]:
*** ((eval 5328):28)
Thanks in advance for your help.
Horst
PS
Sorry for my bad english...
___
Le contenu de ce courriel est uniquement reserve `a la personne ou
l'organisme `a qui il est
destine. Si vous n'etes pas le destinataire prevu, veuillez nous
en informer au plus vite et
detruire le present courriel. Dans ce cas, il ne vous est pas
permis de copier ce courriel, de
le distribuer ou de l'utiliser de quelque maniere que ce soit.
___
The content of this e-mail is intended only and solely for the use
of the named recipient or
organisation. If you are not the named recipient, please inform us
immediately and delete the
present e-mail. In this case, you are nor allowed to copy,
distribute or use this e-mail in
any way.
___
___
Le contenu de ce courriel est uniquement réservé à la personne ou
l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire
prévu, veuillez nous en informer au plus vite et détruire le présent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque manière que ce soit.
The content of this e-mail is intended only and solely for the use
of the named recipient or organisation. If you are not the named
recipient, please inform us immediately and delete the present e-mail.
In this case, you are nor allowed to copy, distribute or use this
e-mail in any way.
___
Re: [rt-users] Rép. : Re: script : custom actio n by ticket creation or modification
I am not enough good, I am lost :(
Now, I really need help because I do not manage to resolve my problem.
What I wish to obtain :
---
By creating a new ticket, or by updating an existing ticket : if the CF
declared in $myCfName is set to Oui , I need to execute the selected
action based on the selected Template
Scrip Condition : User Defined
---
The code which I have at present :
--
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $myCfName = Qualification sécurité;
return 0 unless ($trans-Type eq Status $trans-NewValue eq
Create);
$RT::Logger-debug(' $trans-Type = ' . $trans-Type);
$RT::Logger-debug(' $trans-Field = ' . $trans-Field);
$RT::Logger-debug(' $trans-NewValue = ' . $trans-NewValue);
$RT::Logger-debug(' $trans-OldValue = ' . $trans-OldValue);
$RT::Logger-debug('***');
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadById($trans-Field);
return 0 unless $cf-id;
$RT::Logger-debug(' $myCfName = ' . $myCfName);
$RT::Logger-debug(' $cf-id = ' . $cf-id);
$RT::Logger-debug(' $cf-Name = ' . $cf-Name);
$RT::Logger-debug(' $cf-Type = ' . $cf-Type);
$RT::Logger-debug(' $cf-MaxValues = ' . $cf-MaxValues);
$RT::Logger-debug(' $cf-Pattern = ' . $cf-Pattern);
$RT::Logger-debug(' $cf-Description = ' . $cf-Description);
$RT::Logger-debug(' $cf-Creator = ' . $cf-Creator);
$RT::Logger-debug(' $cf-Created = ' . $cf-Created);
$RT::Logger-debug(' $trans-Type = ' . $trans-Type);
$RT::Logger-debug(' $trans-Field = ' . $trans-Field);
$RT::Logger-debug(' $trans-NewValue = ' . $trans-NewValue);
$RT::Logger-debug(' $trans-OldValue = ' . $trans-OldValue);
$RT::Logger-debug('');
$RT::Logger-debug('-');
$RT::Logger-debug('- '. $cf-Name .' == ' . $myCfName);
$RT::Logger-debug('- Valeur = ' . $trans-NewValue);
if ($cf-Name == $myCfName $trans-NewValue eq Oui) {
$RT::Logger-debug('-Action exécutée...');
return 1;
} else {
$RT::Logger-debug('- Action PAS exécutée...');
}
}
$RT::Logger-debug('***');
return 0;
A big THANKS four your help.
Horst
Le Vendredi, 5. Novembre 2010 à 17:00, Kenneth Crocker
kfcroc...@lbl.gov a écrit :
Hort,
Try this:
# Check for Ticket Status changed to Created
my $trans = $self-TransactionObj;
return 0 unless ($trans-Type eq Status
$trans-NewValue eq Create);
Then follow with your code.
Kenn
LBNL
On Fri, Nov 5, 2010 at 7:25 AM, Horst Kriegers horst.krieg...@loro.ch
wrote:
Hello,
sorry, I don't understand how to consider the Ticket Creating.
Can you assist me ?
Thanks a lot
Horst
Le Mardi, 29. Juin 2010 à 17:01, Kevin Falcone
falc...@bestpractical.com a écrit :
On Tue, Jun 29, 2010 at 10:09:19AM +0200, Horst Kriegers wrote:
the following scrip works only On transaction but not wen a new
ticket is created.
What is wrong ?
Your condition says only work when this is a custom field change, it
doesn't consider Create types at all.
-kevin
- Condition : User Defined
- Custom condition :
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id, Name =
Qualification securite);
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue eq Oui) {
return 1;
}
}
return 0;
___
Le contenu de ce courriel est uniquement réservé à la personne ou
l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire
prévu, veuillez nous en informer au plus vite et détruire le présent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque manière que ce soit.
___
The content of this e-mail is intended only and solely for the use of
the named recipient or organisation. If you are not the named recipient,
please inform us immediately and delete the present e-mail. In this
case, you are nor allowed to copy, distribute or use this e-mail in any
way.
___
___
Le contenu de ce courriel est uniquement réservé à la personne ou
l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire
prévu, veuillez nous en informer au plus vite et détruire le présent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque manière que ce soit.
The content of this e-mail is intended only and solely for the use
of the named recipient or organisation. If you are not the named
recipient, please inform us immediately
[rt-users] Custom scrip : $cf-id is empty
Hello,
we have freshly migrated from 3.6.6 to 3.8.8 and the following custom
scrip doesn't work.
If I comment the line 12 return 0 unless $cf-id;, I can see that the
$cf-id and $cf-Name are empty
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
$RT::Logger-debug('***');
$RT::Logger-debug(' trans-Type = ' . $trans-Type);
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id, Name =
Qualification sécurité);
###return 0 unless $cf-id;
$RT::Logger-debug(' cf-id = ' . $cf-id);
$RT::Logger-debug(' cf-Name = ' . $cf-Name);
$RT::Logger-debug(' trans-Field = ' . $trans-Field);
$RT::Logger-debug(' trans-NewValue = ' . $trans-NewValue);
$RT::Logger-debug(' trans-OldValue = ' . $trans-OldValue);
$RT::Logger-debug('');
if ($trans-Field == $cf-id $trans-NewValue eq Oui) {
$RT::Logger-debug($cf-Name . ' à OUI.');
return 1;
} else {
$RT::Logger-debug($cf-Name . ' pas à OUI.');
}
}
$RT::Logger-debug('***');
return 0;
Logger result :
--
[Fri Nov 5 13:07:14 2010] [debug]:
*** ((eval 5328):5)
[Fri Nov 5 13:07:14 2010] [debug]: trans-Type = CustomField ((eval
5328):6)
[Fri Nov 5 13:07:14 2010] [debug]: cf-id = ((eval 5328):14)
[Fri Nov 5 13:07:14 2010] [debug]: cf-Name = ((eval 5328):15)
[Fri Nov 5 13:07:14 2010] [debug]: trans-Field = 4 ((eval
5328):16)
[Fri Nov 5 13:07:14 2010] [debug]: trans-NewValue = Non ((eval
5328):17)
[Fri Nov 5 13:07:14 2010] [debug]: trans-OldValue = Oui ((eval
5328):18)
[Fri Nov 5 13:07:14 2010] [debug]: ((eval 5328):19)
[Fri Nov 5 13:07:14 2010] [debug]: pas à OUI. ((eval 5328):25)
[Fri Nov 5 13:07:14 2010] [debug]:
*** ((eval 5328):28)
Thanks in advance for your help.
Horst
PS
Sorry for my bad english...
___
Le contenu de ce courriel est uniquement réservé à la personne ou
l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire
prévu, veuillez nous en informer au plus vite et détruire le présent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque manière que ce soit.
The content of this e-mail is intended only and solely for the use
of the named recipient or organisation. If you are not the named
recipient, please inform us immediately and delete the present e-mail.
In this case, you are nor allowed to copy, distribute or use this
e-mail in any way.
___
[rt-users] Rép. : Re: script : custom acti on by ticket creation or modification
Hello,
sorry, I don't understand how to consider the Ticket Creating.
Can you assist me ?
Thanks a lot
Horst
Le Mardi, 29. Juin 2010 à 17:01, Kevin Falcone
falc...@bestpractical.com a écrit :
On Tue, Jun 29, 2010 at 10:09:19AM +0200, Horst Kriegers wrote:
the following scrip works only On transaction but not wen a new
ticket is created.
What is wrong ?
Your condition says only work when this is a custom field change, it
doesn't consider Create types at all.
-kevin
- Condition : User Defined
- Custom condition :
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id, Name =
Qualification securite);
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue eq Oui) {
return 1;
}
}
return 0;
___
Le contenu de ce courriel est uniquement réservé à la personne ou
l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire
prévu, veuillez nous en informer au plus vite et détruire le présent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque manière que ce soit.
The content of this e-mail is intended only and solely for the use
of the named recipient or organisation. If you are not the named
recipient, please inform us immediately and delete the present e-mail.
In this case, you are nor allowed to copy, distribute or use this
e-mail in any way.
___
Re: [rt-users] Rép. : Re: R??p. : Re: Query Bui lder froze
Hi all,
I think it's not DB-Query problem.
After analyzing the mysl log file it appear that the query is not
constructed and sent to the database.
Checks in 3 steps in QueryBuilder :
1- Add the desired queue -- It work fine, query is constructed and
sent to the DB
QueryBuilder displays :
Queue = 'adi.applications'
2- Add a first desired CF value -- It work fine, query is constructed
and sent to the DB
QueryBuilder displays :
Queue = 'my_queue_name'
AND 'CF.{Impact Continuité}' LIKE 'Oui'
3- Add a second desired CF value -- QueryBuilder froze, nothing is not
sent to the DB (request is not logged)
Horst
Le Mardi, 6. Juillet 2010 à 17:56, Kenneth Crocker
kfcroc...@lbl.gov a écrit :
Horst,
Depending on how much SQL you want to see, you can see most of the
select and display SQL when you click Advanced at the top.
Kenn
On Tue, Jul 6, 2010 at 6:21 AM, Horst Kriegers horst.krieg...@loro.ch
wrote:
Hi Kenn,
thanks for your answer.
How can I see the QueryBuilder's executed query ?
Regards,
Horst
Le Mardi, 6. Juillet 2010 à 14:57, Kenneth Marshall k...@rice.edu
a écrit :
Hi Horst,
Is the query hitting the DB the same with the CLI versus
QueryBuilder? Maybe you are hitting a resource limit when
the request goes through the web server. Try checking the
system and web server logs to see if there is any more
information. If it is not generating the same query, then
that will give you a place to look for a problem. Good
luck. At least, there is a good consulting group available
should you need some expert assistance.
Regards,
Ken
On Mon, Jul 05, 2010 at 11:20:42AM +0200, Horst Kriegers wrote:
I've tried in CLI mode and have no problem.
The execution of request is quick.
Horst
Le Lundi, 5. Juillet 2010 ?? 08:58, Horst Kriegers
horst.krieg...@loro.ch a ??crit :
Hi and tanks Kenn for your answer.
RT_Config : Identical (not modified)
RT_SiteConfig - Differences are minimal :
- $rtname
- $DatabasePort
- $DatabaseUser
- $DatabaseName
- $ParseNewMessageForTicketCcs
- $LogToFileNamed
- $WebPort
And log files contains nothings special
This behavior seem to appear by inserting Custom Fields in the
query.
Any idea where can I investigate to resolve this problem ?
Horst
Le Mercredi, 30. Juin 2010 ?? 16:53, Kenneth Crocker
kfcroc...@lbl.gov a ??crit :
Horst,
What are the differences in you RT_Config and RT_SiteConfig.pm
files?
Kenn
LBNL
On Wed, Jun 30, 2010 at 7:32 AM, Horst Kriegers
horst.krieg...@loro.ch wrote:
Hi,
Suze Linux 2.6.16
RT 3.6.6
Apache 2.2.6
MySQL 5.1.45
We have 2 instances of RT:
- DEV for development
- PRD for production
A query created in RT's Query Builder on the DEV environment works
fine.
By creating the same query on the PRD environment froze until
timeout
appear.
I've tried to connect the RT DEV to MySQL PRD, all works fine.
I've tried to connect the RT PRD to MySQL DEV, it froze.
I've tried to compare the both RT's directory content, all seems to
be
identical.
How can I solve this probl??m ?
Many thanks in advance.
Horst
___
Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
l'organisme ?? qui il est destin??. Si vous n'??tes pas le
destinataire
pr??vu, veuillez nous en informer au plus vite et d??truire le
pr??sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
___
The content of this e-mail is intended only and solely for the use
of
the named recipient or organisation. If you are not the named
recipient,
please inform us immediately and delete the present e-mail. In this
case, you are nor allowed to copy, distribute or use this e-mail in
any
way.
___
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
___
Le contenu de ce courriel est uniquement r??serv?? ?? la personne ou
l'organisme ?? qui il est destin??. Si vous n'??tes pas le
destinataire
pr??vu, veuillez nous en informer au plus vite et d??truire le
pr??sent
courriel. Dans ce cas, il ne vous est pas permis de copier ce
courriel,
de le distribuer ou de l'utiliser de quelque mani??re que ce soit.
___
The content of this e-mail is intended only and solely for the use
of
the named recipient or organisation. If you are not the named
recipient,
please inform us immediately and delete the present e-mail. In this
case, you are nor allowed to copy, distribute or use this e-mail in
any
way
[rt-users] Query Builder froze
Hi, Suze Linux 2.6.16 RT 3.6.6 Apache 2.2.6 MySQL 5.1.45 We have 2 instances of RT: - DEV for development - PRD for production A query created in RT's Query Builder on the DEV environment works fine. By creating the same query on the PRD environment froze until timeout appear. I've tried to connect the RT DEV to MySQL PRD, all works fine. I've tried to connect the RT PRD to MySQL DEV, it froze. I've tried to compare the both RT's directory content, all seems to be identical. How can I solve this problèm ? Many thanks in advance. Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] script : custom action by ticket creation or modification
Hello,
the following scrip works only On transaction but not wen a new
ticket is created.
What is wrong ?
- Condition : User Defined
- Custom condition :
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'CustomField') {
my $cf = new RT::CustomField($RT::SystemUser);
$cf-LoadByName(Queue = $ticket-QueueObj-id, Name =
Qualification sécurité);
return 0 unless $cf-id;
if ($trans-Field == $cf-id $trans-NewValue eq Oui) {
return 1;
}
}
return 0;
Thanks in advance for your help.
Horst
___
Le contenu de ce courriel est uniquement réservé à la personne ou
l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire
prévu, veuillez nous en informer au plus vite et détruire le présent
courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel,
de le distribuer ou de l'utiliser de quelque manière que ce soit.
The content of this e-mail is intended only and solely for the use
of the named recipient or organisation. If you are not the named
recipient, please inform us immediately and delete the present e-mail.
In this case, you are nor allowed to copy, distribute or use this
e-mail in any way.
___
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Realname always updated when accent in name
Hello, the RealName field is updated by each login only for users they name have an accent in the LDAP. This makes the Users History very long and the Transaction table become very big. in Transactions table : Field : RealName OldValue : Frédéric Lenoir NewValue : Frédéric Lenoir How can I correct this ? Thanks. Horst RT 3.6.6 PS Sorry for my bad English, I hope you will understand what I mean. ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Queue Sort order
Hi all, I do not find the answer, perhaps that somebody to help me ? By searching for tickets with an order of sorting on the queue, it seems that the sorting is done on the queue.id. How to make to have an order of sorting on queue.name Thanks for your help Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ 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] Rép. :Re: CF - Select values rights
Kenn, our infrastructure is as described below. I hoped I shall give right just to change the list Values (option) without being able to change other information. It's all right, we can live with this. Thanks for your help Horst Le Lundi, 5. Mai 2008 à 18:45, Kenneth Crocker [EMAIL PROTECTED] a écrit : Horst, I'm sorry. It wasn't clear to me when you stated change the value if you meant within a ticket or in the definition. To change the value in the definition, you have to grant the AdminCustomField to the appropriate group. To modify values for a CF in a ticket, ModifyCustomField. We only allow our System Admin group to have the AdminCustomField rights for global CFs. For a CF that is for a specific queue, we grant that right to the Technical support group only. I'm not familiar with your infrastructure, so I don't know what else I can tell you. Hope this helps. Kenn LBNL On 5/5/2008 12:09 AM, Horst Kriegers wrote: Kenn, Thanks four your answer. CF are for specific queues and specific group and I have defined the appropriate rights. But what I wish, is to give the right to only add or remove values and not to change others properties like the Name, Description, Type, Applies to, Validation, Link values to and Include page. Is this possible ? Horst Le Vendredi, 2. Mai 2008 à 20:13, Kenneth Crocker [EMAIL PROTECTED] a écrit : Horst, What other rights do those users have and are they Global rights or for a specific queue? Are they rights granted to individual users or user only in a certain group? Is the CF applied to ALL queues or just that specific one? Normally, one would have to go to Configuration-Custom Field-Group Rights and grant the appropriate rights to the correct group or user, depending on how your infrastructure is set up, but you didn't specify whether you grant rights to users individually, globally or only in groups. That would help. Kenn LBNL On 5/1/2008 11:18 PM, Horst Kriegers wrote: I need to give some users the right to only add/remove values for a select one from many custom field. It is possible ? What are the rights which must be defined ? Thanks for your help. Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. ___ The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. ___ The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient
[rt-users] CF - Select values rights
I need to give some users the right to only add/remove values for a select one from many custom field. It is possible ? What are the rights which must be defined ? Thanks for your help. Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CF : Select one Value : Show category ?
Hello all, is there a way to display the category from a Select Box CF in a ticket detail (anything like this Category : Name)? Thanks Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] DBSSchema : How to use ?
Hello, Following the instructions of RT Wiki, I've downloaded the rt-schema-relationships.dot I cannot visualize it in Debdesigner because the program works with xml files. Can anyone help me ? Thanks for your help Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Rép. : Re: DBSSchema : How to use ?
I've tried with graphviz and zgrviewer and it's OK Thanks for your help Horst Le Mercredi, 5. Mars 2008 à 10:57, Roger Gammans [EMAIL PROTECTED] a écrit : On Wed, Mar 05, 2008 at 10:26:17AM +0100, Horst Kriegers wrote: Hello, Following the instructions of RT Wiki, I've downloaded the rt-schema-relationships.dot I cannot visualize it in Debdesigner because the program works with xml files. Can anyone help me ? Have you tried graphziv /dotty. Eg, http://www.graphviz.org/ - I have had good luck with the the zgrviewer if I get graphvix to prpduce svg output. (http://zvtm.sourceforge.net/zgrviewer.html) TTFN -- Roger. Home| http://www.sandman.uklinux.net/ Master of Peng Shui. (Ancient oriental art of Penguin Arranging) Work|Independent Sys Consultant | http://www.computer-surgery.co.uk/ New key Fpr: 72AF 0ACC 9A53 E59F B1B6 DC14 1983 A13E 5C3D 3CEB ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CF : Comboxbox dynamic content
Hi all, I'm (very, very) new RT user and don't find the answer to solve my problem. I hope anyone can help me. 2 Custom Fields - combobox The first combobox contains 2 values The values displayed on the second combobox depend of the selected value on the first combobox. Is this possible ? If yes, how can I do that ? I hope you anderstand what I mean, because my english is not very good :-\ Thanks Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
