[rt-users] New Forum Now Live!

2017-03-09 Thread Jim Brandt
Hello all, The new forum is now live at https://forum.bestpractical.com ! If you are on this list, you already have an account based on your subscribed email. To get a password to log into the forum website, follow these steps: 1) Go to: https://forum.bestpractical.com 2) Click Log In. 3)

Re: [rt-users] Reminder: RT mailing lists moving over to new community forum

2017-03-08 Thread Jim Brandt
Good morning, It's time! We'll be disabling the lists shortly so we can start to export the archive. We'll send email tomorrow, probably in the afternoon EST, when the new Discourse site is ready to go. Stay tuned! On 3/2/17 2:01 PM, Jim Brandt wrote: Hello RT users, This is a reminder

[rt-users] Reminder: RT mailing lists moving over to new community forum

2017-03-02 Thread Jim Brandt
Hello RT users, This is a reminder about the upcoming conversion of the RT community mailing lists to a Discourse forum. If you missed it, you can read the initial announcement here: https://bestpractical.com/blog/2017/2/new-community-forum As we mentioned previously, to capture some of the

Re: [rt-users] SLA Extension - searching for tickets with SLA not set

2017-02-01 Thread Jim Brandt
More detail if running on 4.4.1: SLA = '' # tickets where SLA was unset from a previous value SLA is NULL # never had an SLA set So this may be what you want: SLA is NULL OR SLA = '' On 2/1/17 12:06 PM, Jim Brandt wrote: What do you get if you search for SLA = '' ? On 1/31/17 10:55 PM, Chris

Re: [rt-users] SLA Extension - searching for tickets with SLA not set

2017-02-01 Thread Jim Brandt
What do you get if you search for SLA = '' ? On 1/31/17 10:55 PM, Chris McClement wrote: I can't figure out how to search for a field (specifically, "SLA") that is unset: Tickets that are emailed to our helpdesk are inserted into a "Helpdesk" queue and from there an operator reviews the

Re: [rt-users] rt-setup-fulltext-index dropped DB connections with MySQL

2016-10-14 Thread Jim Brandt
We have also run into a possible mysql bug related to indexing starting in version 5.6.29. The symptom is similar to your report and we saw this sort of error in the mysql log: InnoDB: Assertion failure in thread 140011690678016 in file row0merge.cc line 794 At the time our solution was to

Re: [rt-users] Ubuntu 16.04.1 LTS

2016-09-09 Thread Jim Brandt
Maybe something with the FastCGI configuration? If you're using mod_fastcgi, you might consider converting to mod_fcgid since that appears to be supported by Apache now. If you switch, note that they did update the names of all of the directives, so use the names for the version of Apache

Re: [rt-users] Applying configuration changes?

2016-08-31 Thread Jim Brandt
spawn a new process on that port until I restart Nginx. Confusing! Yes, this is on a fresh Debian server with nothing but RT, Nginx, Fast-CGI, and supporting libraries installed. Sent from my iPhone On Aug 30, 2016, at 09:38, Jim Brandt <jbra...@bestpractical.com <mailto:jbra...@bestpractic

Re: [rt-users] Applying configuration changes?

2016-08-30 Thread Jim Brandt
ning about the SQLite3 not loading, but perhaps I didn't restart the server after that latest change. I'm away for a couple days, but when I get back to my desk I'll try it all again. Sent from my iPhone On Aug 30, 2016, at 08:45, Jim Brandt <jbra...@bestpractical.com <mailto:jbra...@bestpract

Re: [rt-users] Applying configuration changes?

2016-08-30 Thread Jim Brandt
Restarting the server should reload the configuration. To confirm what configuration RT has loaded, you can check the System Configuration page at Admin > Tools > System Configuration. There you can check DatabaseType, DatabaseHost, and other Database configuration. If it's not what you

Re: [rt-users] Skipping Scrip #X because it didn't Prepare

2016-08-12 Thread Jim Brandt
Do you have anything in the "Custom action preparation code:" box? If not, try adding: return 1; so the Prepare step returns successfully. On 8/12/16 1:50 PM, Cena, Stephen (ext. 300) wrote: I have two RT systems: one testing and one production. I have a modified notification Scrip on my

Re: [rt-users] Outgoing HTML mail

2016-08-10 Thread Jim Brandt
Are you sending from RT with your message reply preference set to non-WYSIWYG (plain text)? If the content is text/plain, I think it's getting wrapped in pre tags. If you compose in the rich text editor, it should get set as text/html and come through and be interpreted as HTML. On 8/10/16

Re: [rt-users] Any insurance company uses RT?

2016-07-13 Thread Jim Brandt
Hi Ákos, Since RT is open source, there is no official list of who uses it, but you can find a self-reported list on the wiki: https://rt-wiki.bestpractical.com/index.php?title=RTUsers You might get some other responses on the list here too. There are definitely many insurance companies of

Re: [rt-users] Assign/limit ticket ownership to queue users

2016-07-11 Thread Jim Brandt
On 7/10/16 7:53 PM, Tom Robinson wrote: Hi, I'm trying to assign/limit ticket ownership to groups of users for specific queues. What I'd like to see in the ownership drop-down menu is just the users that have been granted access to the queue. What I see now is all privileged users in the

Re: [rt-users] Custom fields in transaction

2016-07-06 Thread Jim Brandt
nBatch; if($batch) { RT::Logger->info("transaction batch"); RT::Logger->info("Field Value: " . $self->TransactionObj- FirstCustomFieldValue('Product')); } -- Nilesh On 01-Jul-2016 10:52 pm, "Jim Brandt" <jbra...@bestpractical.com> wrote: On 6/30/16 11:41 PM,

Re: [rt-users] Custom fields in transaction

2016-07-01 Thread Jim Brandt
On 6/30/16 11:41 PM, Nilesh wrote: Hi, I'm trying to assign the ticket to a queue based on a transaction custom field, but I am unable to fetch the custom field in my scrip. Scrip details: Condition: On correspond Action: User defined Template: Blank Custom condition: 1; Custom action

Re: [rt-users] 4.4.0 - Unable To Create Reminders

2016-06-28 Thread Jim Brandt
On 6/28/16 4:04 PM, Matt Brennan wrote: Hello, I recently upgraded my test instance to 4.4.0. Since doing so, I am unable to create reminders. When trying to create a reminder, I get the error message " New tickets can not have status 'open' in this queue.". I have logging level to debug

Re: [rt-users] Re-Display Ticket with added warning if owner changed during responding

2016-06-27 Thread Jim Brandt
On 6/27/16 1:38 PM, Jim Brandt wrote: Hey and thank you for your answer, I am using RT 4.4 <%init> warn 'set checks_failure => 1'; $checks_failure = 1; <%args> $checks_failure => undef I expected every update to fail, but when I add a reply the ticket is updated with &qu

Re: [rt-users] Re-Display Ticket with added warning if owner changed during responding

2016-06-27 Thread Jim Brandt
On 6/27/16 3:25 AM, David Schmidt wrote: On 24.06.2016 14:19, Jim Brandt wrote: On 6/23/16 8:19 AM, David Schmidt wrote: Hello In case someone takes the ticket ownership wile I am composing a response I would like to redisplay the ticket (the submitted response shouldnt be deleted) and add

Re: [rt-users] [rt-announce] New site for the RT Wiki

2016-06-24 Thread Jim Brandt
repository? Regards Cris Il venerdì 17 giugno 2016 alle 12:58:56 CEST, Jim Brandt ha scritto: Hello RT Users, Best Practical is moving the RT wiki to a new hosting site! If you've used the RT community wiki over the years, you may have noticed the ads have increased quite a bit on Wikia. To make

Re: [rt-users] Re-Display Ticket with added warning if owner changed during responding

2016-06-24 Thread Jim Brandt
On 6/23/16 8:19 AM, David Schmidt wrote: Hello In case someone takes the ticket ownership wile I am composing a response I would like to redisplay the ticket (the submitted response shouldnt be deleted) and add a warning informing the user about the change in ownership. I guess this is the

[rt-users] [rt-announce] New site for the RT Wiki

2016-06-17 Thread Jim Brandt
Hello RT Users, Best Practical is moving the RT wiki to a new hosting site! If you've used the RT community wiki over the years, you may have noticed the ads have increased quite a bit on Wikia. To make sure RT users have a productive environment to share their RT knowledge, we're moving to

Re: [rt-users] Error when initializing database with external auth enabled

2016-05-26 Thread Jim Brandt
To clarify the previous question, if you were using RT::Authen::ExternalAuth in a previous version of RT (pre-4.4) and have it pulled in as a Plugin, you need to remove it because it is now in core. It's not clear to me if your RT_SiteConfig.pm is from an earlier RT version. If so, you will

Re: [rt-users] MarkDown Support in RT

2016-05-17 Thread Jim Brandt
Hi Alex, It's a possibility. Can you elaborate on how you would like to see markdown support added? That is, where and how would you like to use it? Jim On 5/17/16 6:25 AM, Alex Jironkin wrote: Hi, I was wondering if markdown support is on the cards for RT? It’s popular and fairly

Re: [rt-users] Problems with status changing scrip

2016-05-17 Thread Jim Brandt
Hi Zoey, Glad you were able to get it working. And thank you (and all others who do so) for sharing the working solution with the list. It definitely helps people in the future with a similar use case. Jim On 5/16/16 5:03 PM, Zoey Schutt wrote: I ended up fixing the problem myself. The

Re: [rt-users] REST - API content type

2016-05-12 Thread Jim Brandt
With a fairly new version of RT (at least 4.2), you should be able to add: Content-Type: text/html and send html. On 5/12/16 3:02 AM, Joel Bergmark wrote: Hi, Is there a way to get the REST API create tickets with HTML instead of plain text? Were creating tickets fine and we can create

Re: [rt-users] Problems with external auth and double prompting for authentication

2016-05-11 Thread Jim Brandt
Browser authentication is typically triggered by an Apache configuration, so if your goal is to have just RT authentication, you might compare your Apache configuration with the example in the docs: https://docs.bestpractical.com/rt/4.4.0/web_deployment.html On 5/11/16 3:50 AM, Bart Bunting

Re: [rt-users] After migration to new server "Invalid portlet QueueList"

2016-05-02 Thread Jim Brandt
If you have a customized $HomepageComponents, there's an update you need to make to your configuration. If you search on "QueueList" on this page there is a note describing the update to make: https://docs.bestpractical.com/rt/4.4.0/UPGRADING-4.4.html On 5/2/16 3:26 PM, Joel Bergmark wrote:

Re: [rt-users] New "Assets" not appearing in 4.2.12 -> 4.4.0 upgrade that didn't have them before

2016-05-02 Thread Jim Brandt
Yes, there is a ShowAssetsMenu right in the admin rights to show the Assets menu. You'll also need to grant rights to some catalogs for the users who want to see them. You can find some info in this blog post and in the tutorial it links to:

Re: [rt-users] LDAPImport format options?

2016-04-28 Thread Jim Brandt
Hi Ken, LDAPImport accepts a subroutine reference in the mapping section, so if you need to manipulate a value or grab multiple values, you can write some code to do it. There is an example of accessing the LDAP attributes in a short subroutine in the docs:

Re: [rt-users] (no subject)

2016-04-27 Thread Jim Brandt
First two things to check: 1) Is Apache using the same perl you're using in your shell? Servers can often end up with multiple perl installs. 2) Check permissions and make sure Apache can read the Scope::Upper files. Sometimes modules installed with a particular user, like root, can have

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

2016-04-25 Thread Jim Brandt
Sorry, late to the conversation, but here's something I think is similar: https://metacpan.org/pod/RT::Extension::PreviewInSearch On 4/25/16 4:48 AM, David Schmidt wrote: On 25.04.2016 09:58, David Schmidt wrote: On 25.04.2016 08:49, Christian Loos wrote: Am 25.04.2016 um 08:46 schrieb David

Re: [rt-users] Installing RT on Centos7

2016-04-08 Thread Jim Brandt
Are there any useful log messages in: /root/.cpanm/work/1460108230.29671/build.log ? On 4/8/16 5:42 AM, Yanni wrote: Thank you Jim. Installing the previous version of the Test-TCP module did the trick. cpan[2]> install TOKUHIROM/Test-TCP-2.14.tar.gz and then "make fixdeps" sorted

Re: [rt-users] Installing RT on Centos7

2016-04-07 Thread Jim Brandt
Plack::Handler::Starlet might be failing to install because if a failing test in a new version of a dependent module, Test::TCP version 2.15. If you manually install the previous version of Test::TCP it should work. In the CPAN shell that looks like: cpan[2]> install

Re: [rt-users] hotmail address requester does not get email notifications if reply sent via a mail client

2016-03-30 Thread Jim Brandt
The configuration option to look at is the one identified in the message: $RedistributeAutoGeneratedMessages You can read about it in your RT_Config or here: https://docs.bestpractical.com/rt/4.2.12/RT_Config.html#Application-logic Something about the incoming message is causing RT to

Re: [rt-users] RT::Crypt::GPG with gpg-agent

2016-03-30 Thread Jim Brandt
On 3/30/16 7:52 AM, Peter Viskup wrote: Hello all, just trying to figure how to setup RT with use of gpg-agent. Tried to start gpg-agent this way: root@server:~# gpg-agent --daemon --pinentry-program /usr/bin/pinentry-curses --home /opt/rt4/var/data/GnuPG And then in RT_SiteConfig.pm: Set(

Re: [rt-users] Automated time tracking

2016-03-29 Thread Jim Brandt
, it's one more click to open the timer window. On Tue, Mar 29, 2016 at 2:18 PM, Jim Brandt <jbra...@bestpractical.com <mailto:jbra...@bestpractical.com>> wrote: Hi Barton, RT 4.4 added a pop-up ticket timer. Is that what you're looking for? This blog post has

Re: [rt-users] Automated time tracking

2016-03-29 Thread Jim Brandt
Hi Barton, RT 4.4 added a pop-up ticket timer. Is that what you're looking for? This blog post has a screenshot: https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt Jim On 3/29/16 2:14 PM, Barton Chittenden wrote: I was wondering if anyone knows of plugins that would allow

Re: [rt-users] RT worklfow with approvers, chosen from list

2016-03-21 Thread Jim Brandt
Looks like that line has $Ticket{TOP} rather than $Tickets{'TOP'} like the others. The quotes shouldn't matter, but the missing 's' definitely does. On 3/21/16 6:25 AM, zux wrote: Hi, i have been trying to create a workflow, i'll try to describe it here: User A from group HR creates a new

Re: [rt-users] Order of multiple transactions in request

2016-03-19 Thread Jim Brandt
On 3/14/16 7:29 PM, Matt Zagrabelny wrote: On Mon, Mar 14, 2016 at 1:25 PM, Marcos Orallo wrote: https://metacpan.org/pod/RT::Extension::AjaxPreviewScrips I understand this was integrated into 4.4 core? @BPS, Can you confirm the merge of AjaxPreviewScrips in 4.4? Yes,

Re: [rt-users] Fwd: which Perl version should one use with RT 4.4 on CentOS 6

2016-03-18 Thread Jim Brandt
There is info on options for installing perl in the RT documentation too: https://docs.bestpractical.com/rt/4.4.0/rt_perl.html On 3/16/16 5:44 PM, Martin Wheldon wrote: Hi Jerome, The following google search came back with a tutorial which pretty much describes the type of perl brew install

Re: [rt-users] Populate articles with data from a ticket (variables)?

2016-03-11 Thread Jim Brandt
Hi Dion, You could take a look at this extension, which processes articles like templates: https://metacpan.org/pod/RT::Extension::ArticleTemplates Jim On 3/7/16 6:57 PM, Dion Gullotta wrote: Hi, Is there any way to populate an article with selected data from a ticket? For example an

Re: [rt-users] Top menu Aileron theme disappear when using custom theme

2016-03-10 Thread Jim Brandt
Hi AL and Kristian, There are a couple more files you need. Try: $ mkdir -p local/html/NoAuth/css/localstyle $ cp -R share/html/NoAuth/css/rudder/* local/html/NoAuth/css/localstyle/ I'll create a ticket to update the docs. Jim On 3/9/16 7:09 AM, Kristian Davies wrote: I have this issue as

Re: [rt-users] Consulting back-office or other departments without notifying requestor

2016-02-23 Thread Jim Brandt
The simplest approach is probably to use Links. Under the Links section, you'll see a Create button that lets you easily create a linked ticket. You can have your internal conversation on the linked ticket and just reply back to the requestor when it's appropriate. On 2/23/16 3:04 PM, Lieven

Re: [rt-users] Migrating RT3.8 database to RT4.2

2016-02-10 Thread Jim Brandt
Hi Lee, The typical upgrade path is to take a backup of your database (I think that's what Matt was pointing out), restore it on the new machine, then follow the steps in 6b in the README: https://bestpractical.com/docs/rt/4.2/README.html (It's good to read the whole README, but those are

Re: [rt-users] slow join with cachedgroupmembers for a simple "comment" click

2016-02-03 Thread Jim Brandt
I'm not sure if your Owner dropdown is large, but this option might also help in a similar way by turning the Owner filed into a autocomplete so RT doesn't have to generate the full Owner dropdown on each page load where that field is offered:

Re: [rt-users] Customizing the column mapRE: Time left... RE: Display time worked in search results in hours only

2016-02-02 Thread Jim Brandt
If you modify the code in place, your changes will get overwritten when you upgrade (even a minor upgrade). In general, options for changes are: 1) Change in place. Will get squashed on upgrade, so keep a copy somewhere and make a note to reapply after upgrades. 2) Create a local directory

Re: [rt-users] rt-server.fcgi hangs

2016-02-02 Thread Jim Brandt
The Fast CGI modules can be picky about permissions. To troubleshoot, you might start with adding the --with-web-user and --with-web-group options to your ./configure command to set them to the user/group for your version of Linux (or FreeBSD). Some systems use 'apache' some have another

Re: [rt-users] Time left... RE: Display time worked in search results in hours only

2016-02-01 Thread Jim Brandt
Hi Keith, Yes, we read the mail that comes to the various lists and other places people post questions about RT. Unfortunately we don't have time to reply to all of the questions users have, but the rt-users list has a great volunteer community and I see you got some replies. Looking below,

Re: [rt-users] RT - DataDog Integration

2016-01-28 Thread Jim Brandt
Hi Matt, It would probably be easier to put all of the DataDog code right in an RT Action module rather than making a system call. If you take a look at the docs for this extension, it describes how to do that, where to put the new action files, etc.:

Re: [rt-users] fulltext index update failure (RT 4.2.12)

2016-01-22 Thread Jim Brandt
How much free disk space do you have? You can often get the "server gone away" message when MySQL runs out of disk space. On 1/22/16 5:22 AM, elif...@free.fr wrote: Good morning, This is a follow-up of my problem : This morning I decided to shred the attachment 602620. But after execution of

Re: [rt-users] ways to backup RT 4

2015-12-16 Thread Jim Brandt
Also some info in the documentation: https://bestpractical.com/docs/rt/4.2/backups.html On 12/15/15 8:36 AM, Bob Shaker wrote: While we're on the subject, I attached a script (as a .txt to get around email filters, but it's a bash script) I made some time ago that will backup the /opt/rt4,

Re: [rt-users] Transfer Tickets Between Instances

2015-12-10 Thread Jim Brandt
Hi Matt, Yes, you can absolutely transfer tickets between instances. The difficulty depends on how you define transfer: * Very light-weight, tickets between the instances can "talk" to each other via email. The metadata stays separate, but the discussion is reflected in the history on both

Re: [rt-users] Creating ticket through REST API with AJAX

2014-05-30 Thread Jim Brandt
On 5/29/14 4:40 PM, Brian C. Duggan wrote: On Thu, May 29, 2014 at 01:58:48PM -0400, Jim Brandt wrote: jQuery(document).ready( function() { var formData = new FormData(); formData.append( 'content', fields ); $.ajax({ type: 'POST', url

Re: [rt-users] Creating ticket through REST API with AJAX

2014-05-29 Thread Jim Brandt
jQuery(document).ready( function() { var formData = new FormData(); formData.append( 'content', fields ); $.ajax({ type: 'POST', url: 'https://rt.myrtsrv.com/REST/1.0/edit', Maybe call new instead of edit?

Re: [rt-users] Incoming email address

2014-05-20 Thread Jim Brandt
On 5/20/14 8:21 AM, Kevin Falcone wrote: On Tue, May 20, 2014 at 09:08:49AM +, Flynn, Peter wrote: On 19/05/14 15:23, Dominic Hargreaves wrote: You need to set up some pipe aliases using rt-mailgate: http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html Thanks...I had got that far,

Re: [rt-users] Set Custom field in template

2014-03-04 Thread Jim Brandt
On 3/4/14 6:13 AM, Jon Witts wrote: and the contents of the template Auto-Close Warning HTML is as follows: -- my $CFName = 'Auto-Close Reminder'; my $DefaultValue = 'TRUE'; unless( $self-Ticket-FirstCustomFieldValue( $CFName ) eq $DefaultValue ) {

Re: [rt-users] MySQL Naitive Full-Text Indexing

2014-03-03 Thread Jim Brandt
On 3/3/14 2:58 PM, Tim Gustafson wrote: Hi, According to the RT 4.2 docs, MySQL does not support native full-text indexing: http://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html#MYSQL According to the MySQL docs, there is support for full-text indexing for both MYISAM and InnoDB

Re: [rt-users] RT 4.2.2 - inline images are not shown in tickets

2014-02-04 Thread Jim Brandt
Outlook only shows placeholder for the image (apparently cannot decode it), and ticket history displays 'Message body is not shown because it is too large' (see picture below). This is likely the key issue. There is a config value that defines the max size that will be displayed inline. As

Re: [rt-users] Chart and Show Results not showing correct query

2013-12-20 Thread Jim Brandt
On 12/19/13 4:22 AM, Richard McMahon wrote: I meant to say that we are using RT 4.0.17. I'm not completely clear on the issue you're seeing, but we did fix a bug with the subnav links: https://github.com/bestpractical/rt/commit/c1db68602 It's a simple patch.

Re: [rt-users] RT-Extension-Assets link

2013-12-20 Thread Jim Brandt
On 12/18/13 2:01 PM, JZ wrote: I am trying to figure out the best way to get a link created to an asset at the time a ticket is created. I am using RT-Extension-Assets in RT 4.2, and am having trouble finding information regarding this extension and doing what I want to do. I am having trouble

Re: [rt-users] where to place my callback

2013-10-23 Thread Jim Brandt
On 10/23/13 3:51 PM, Len Jaffe wrote: using RT 4.0.17. I want to write a csallback to fire from lib/RT/Interface/Web.pm line 709: $m-callback( %$ARGS, CallbackName = 'ExternalAuthSuccessfulLogin', CallbackPage = '/autohandler' ); Where to I need to place the callback file and what to I need

Re: [rt-users] minor problem with RT-RepeatTicket and 4.2.0

2013-10-10 Thread Jim Brandt
On 10/9/13 11:48 PM, Jaye Mathisen wrote: I had a nice install of 4.0.17 working and we decided to upgrade to 4.2 before deployment. 99.9% of things are working great. Except for this: [62873] [Thu Oct 10 03:30:02 2013] [info]: Repeating ticket 1 (/opt/rt4/sbin/rt-repeat-ticket:38) [62873]

Re: [rt-users] RT 4.2.0 Custom Field Groups

2013-10-04 Thread Jim Brandt
On 10/4/13 10:15 AM, McLean, Devin wrote: Has anyone figured out how to do custom field groups? There doesn’t seem to be any documentation on this yet. You can find configuration docs here: http://www.bestpractical.com/docs/rt/4.2/RT_Config.html#CustomFieldGroupings and we'll have a blog

Re: [rt-users] 4.2.0rc1 question

2013-09-10 Thread Jim Brandt
On 9/10/13 8:16 AM, BÁLINT Bekény wrote: Hi List, Where can I find these new features in 4.2.0rc1? * Custom field groupings - Display CFs in configurable groupings (boxes) on the ticket display/edit pages - Includes arbitrary grouping names as well as standard ticket

Re: [rt-users] Sending notification / alert mails without creating comments

2013-07-29 Thread Jim Brandt
This draft documentation describes how to send notifications without logging a comment or reply: https://github.com/bestpractical/rt/blob/4.0/add-rt-crontool-docs/docs/automating_rt.pod On 7/29/13 8:51 AM, Jim Berry wrote: Craig, On the wiki there was a reference to an rt-remind script at

Re: [rt-users] What do first, last and all mean in --transaction on rt-crontool?

2013-07-17 Thread Jim Brandt
It might be worth elaborating on this a little more in the documentation and/or book. Feel free to use any of the above. We have a draft that touches on the transactions at the end: https://github.com/bestpractical/rt/blob/4.0/add-rt-crontool-docs/docs/automating_rt.pod It's not

Re: [rt-users] Install RT - server.cnf ?

2013-06-28 Thread Jim Brandt
On 6/28/13 3:52 PM, John Apodaca wrote: There is a great procedure for installation of RT 4. Has anyone else used it? Install Request Tracker 4 http://binarynature.blogspot.com/2013/05/install-request-tracker-4.html I installed CentOS 6.4, Apache HTTP 2.2.15, and MySQL 5.6.12. The procedure

Re: [rt-users] Proper way to backup RT Database

2013-05-23 Thread Jim Brandt
On 5/23/13 11:05 AM, Cena, Stephen (ext. 300) wrote: I just lost my Service Desk database. I did a test creating a ticket, saw what I wanted, then restored the database previously. It didn't restore. So I dropped all tables, did a restore. RT broke. I checked the tables restored it only did 45

Re: [rt-users] Flaws on RT::Extension::RepeatTicket search

2013-05-21 Thread Jim Brandt
On 5/21/13 1:44 AM, Thomas Lau wrote: Hi Jim, How could you put a debug statement on the script? In the run subroutine in rt-repeat-ticket: while ( my $attr = $attrs-Next ) { my $date = $args{date}-clone; # Gets all warn Got a ticket with a recurrence: . $attr-Object-id;

Re: [rt-users] Flaws on RT::Extension::RepeatTicket search

2013-05-17 Thread Jim Brandt
I did and it did show up. But the problem is that field only appear when ticket already repeat at least one time, am I correct? For example, now I create a recurrent ticket same month and day in next year, after 3 months and I did a search, OriginalTicket should not create as it haven't been

Re: [rt-users] Flaws on RT::Extension::RepeatTicket search

2013-05-15 Thread Jim Brandt
On 5/14/13 10:26 PM, Thomas Lau wrote: Hi, I recently tested out the new RT::Extension::RepeatTicket module, it works out great, but the search feature is basically non-existence. How could I search the original ticket which is GOING to repeat later on? Current situation there is no way to do

Re: [rt-users] rt-client ruby gem - getting started

2013-05-06 Thread Jim Brandt
What is it you are trying to do that isn't working? Looking at the methods available, it seems they mirror the RT CLI methods: http://rt-client.rubyforge.org/ So if you want to show a ticket like your example, it seems you would call rt.show and pass the ticket id. On 5/4/13 1:33 PM, Peter

Re: [rt-users] Issue with creating linked tickets automatically

2013-04-22 Thread Jim Brandt
You have Type: approval as one of your lines. Do you intend to create approval tickets? (Approval tickets are used in the RT approvals process: http://bestpractical.com/rt/docs/latest/customizing/approvals.html) If you just want regular tickets, try removing that line. On 4/21/13 1:30 PM, Joe

[rt-users] [rt-announce] RT Users Survey

2013-01-24 Thread Jim Brandt
We were wondering what configurations of RT our users are running, what you're doing with RT, and what you'd like to do, so we thought we should just ask. Here's a link to our RT Users Survey: https://www.surveymonkey.com/s/L779Q37 The survey has some questions geared toward the

Re: [rt-users] Request Tracker does not highlight a ticket when it receives a new reply

2013-01-02 Thread Jim Brandt
There is an option to notify you if there are unread messages on a ticket: http://bestpractical.com/rt/docs/latest/RT_Config.html#ShowUnreadMessageNotifications This can be set as a global option or at the individual level by going to Logged in as Settings Options. Look for Notify me of

Re: [rt-users] message body not shown in web interface

2012-12-11 Thread Jim Brandt
You don't mention your version of RT, but you might be running into this: http://issues.bestpractical.com/Ticket/Display.html?id=21411 Setting PreferRichText = 1 is a partial workaround. On 12/11/12 5:48 AM, Marko Cupać wrote: Requester has submitted ticket by e-mail from MS Outlook client.

Re: [rt-users] menu tabs missing after upgrade from RT 4.0.6 to RT 4.0.7

2012-09-28 Thread Jim Brandt
Did you run the configure script in the new 4.0.7 with the same options as 4.0.6? Also, did you clear your mason cache and restart the server after upgrading? On 9/28/12 9:56 AM, Francesca Del Corso wrote: Hi all, I recently upgrade my RT installation from 4.0.6 to 4.0.7 , I have a 64 bit

Re: [rt-users] RT intermittently fails to send mails after recent Debian Update

2012-07-31 Thread Jim Brandt
Did any perl modules get updated as part of the upgrade? What version of Email::Address is installed? (perl -e 'use Email::Address; print $Email::Address::VERSION;') On 7/31/12 6:51 AM, Jack Zabolotnyi wrote: You missing recepient: as you can see in logs, rt is trying to send message to To:

Re: [rt-users] RT4.0.5: Extra Carriage Returns

2012-06-07 Thread Jim Brandt
On 6/6/12 11:08 PM, Kevin Falcone wrote: On Wed, Jun 06, 2012 at 12:45:46PM -0400, rtl...@ahlta.saic.com wrote: We are using RT 4.0.5. Been seeing this issue since 3.8. I send an email to RT using plain text (Using Outlook). Body is as follows: 1single carriage return 2single carriage

Re: [rt-users] RT CLI and multiple lines

2007-05-30 Thread Jim Brandt
://rtbook.bestpractical.com -- Jim Brandt Administrative Computing Services University at Buffalo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover

[rt-users] DST (Daylight Savings Time) issues with RT?

2007-03-09 Thread Jim Brandt
care of any OS/DB patches for your database machines. The only Perl-specific issue I found is with DateTime::Timezone, which I don't believe is on the dependency list for RT: http://www.perlmonks.com/?node_id=593399 Thanks, Jim -- Jim Brandt Administrative Computing Services University

Re: [rt-users] Google Summer of Code

2007-03-01 Thread Jim Brandt
://rtbook.bestpractical.com -- Jim Brandt Administrative Computing Services University at Buffalo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover

Re: [rt-users] Calendar view of tickets?

2006-12-06 Thread Jim Brandt
2006/12/5, Jim Brandt [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]: Mark, I have a rough prototype of something like this working on our dev machine. In my case, I was playing around with creating a maintenance calendar that would allow us to track system changes in RT. My thought

[rt-users] RT 3.6.1 CLI--how to pass in a newline

2006-08-31 Thread Jim Brandt
in the ticket. (It's actually very cool that RT is translating everything properly, but I'd like a control character to tell RT that I really want a newline.) Thanks, Jim -- Jim Brandt Administrative Computing Services University at Buffalo ___ http

[rt-users] CLI Question: Set dependson value via CLI?

2006-08-22 Thread Jim Brandt
on part is to go through the interface with WWW::Mech. I was able to get the rest of my script working via the CLI and I really wanted to do all of the work there. Thanks, Jim -- Jim Brandt Administrative Computing Services University at Buffalo

Re: [rt-users] version 3.6.1--dreaded infinite login

2006-08-10 Thread Jim Brandt
things? Jim -- Jim Brandt Administrative Computing Services University at Buffalo ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's

[rt-users] version 3.6.1--dreaded infinite login

2006-08-09 Thread Jim Brandt
-- Jim Brandt Administrative Computing Services University at Buffalo ___ 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