[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) Click "I forgot my password".

4) Type in the email address you used when subscribed to rt-users, rtir, 
or rt-devel.


5) Wait to receive an email.

6) Click the link in the email to reset your password and join the 
discussion on the new forum!


Be sure to check out the User Preferences as there are many ways to 
customize exactly how Discourse notifies you about updates, replies to 
your posts, and general activity. If you like to see posts in email, you 
can enable "Mailing List Mode" in User Preferences.


The familiar lists are now categories in Discourse, so you'll see RT 
Users, RT Developers, and RTIR. We have also added a topic to talk about 
Discourse since it's new to all of us and you are certain to have some 
interesting tips and tricks once you start configuring your accounts.


This is the last email from the lists. If you have questions, feel free 
to open a new topic on the forum or message an admin.


We look forward to seeing you on the forum!

Jim
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017


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 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 great discussions and
answers from the list, we'll be exporting an archive and importing the
last 5 years worth of discussions from rt-users, rtir, and rt-devel into
Discourse. Here is the schedule for next week:

* Wednesday, March 8: Lists disabled in the morning for export
* Thursday, March 9: Lists imported into Discourse and new forum goes live

We'll send out notifications on Thursday once things are ready.

We will also import subscribed users from the lists into Discourse. You
will then be able to use your email address and the 'forgot password'
feature to set a new password.

If you would prefer not to have an account automatically created for you
in Discourse, it is easiest to unsubscribe from the list before
Wednesday, March 8. Sometimes unsubscribing via email can be confusing,
so you can also do so through the website (bottom of the page):

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel

Thanks,
Jim
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017


[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 great discussions and 
answers from the list, we'll be exporting an archive and importing the 
last 5 years worth of discussions from rt-users, rtir, and rt-devel into 
Discourse. Here is the schedule for next week:


* Wednesday, March 8: Lists disabled in the morning for export
* Thursday, March 9: Lists imported into Discourse and new forum goes live

We'll send out notifications on Thursday once things are ready.

We will also import subscribed users from the lists into Discourse. You 
will then be able to use your email address and the 'forgot password' 
feature to set a new password.


If you would prefer not to have an account automatically created for you 
in Discourse, it is easiest to unsubscribe from the list before 
Wednesday, March 8. Sometimes unsubscribing via email can be confusing, 
so you can also do so through the website (bottom of the page):


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel

Thanks,
Jim
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Paris - April 24-26, 2017


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 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 content and then assigns
the ticket to the relevant queue.

The "Helpdesk" queue does not have an SLA assigned to it, but the
downstream queues do.  What's been happening, though, is that tickets
transferred from "Helpdesk" to "Queue1" (not it's real name) aren't
picking up the SLA default setting. Instead, the SLA field is unset.

If I search for tickets with SLA = 'STANDARD' I get results showing
tickets that have that SLA value.

If I search for tickets with SLA != 'STANDARD' I only get tickets that
have the SLA field set (URGENT or CRITICAL, for example). But I don't
get the hundreds of tickets that don't have the SLA field set at all.

Does anyone know the syntax to use to search for a field that is unset?




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 content and then assigns
the ticket to the relevant queue.

The "Helpdesk" queue does not have an SLA assigned to it, but the
downstream queues do.  What's been happening, though, is that tickets
transferred from "Helpdesk" to "Queue1" (not it's real name) aren't
picking up the SLA default setting. Instead, the SLA field is unset.

If I search for tickets with SLA = 'STANDARD' I get results showing
tickets that have that SLA value.

If I search for tickets with SLA != 'STANDARD' I only get tickets that
have the SLA field set (URGENT or CRITICAL, for example). But I don't
get the hundreds of tickets that don't have the SLA field set at all.

Does anyone know the syntax to use to search for a field that is unset?




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 revert back to mysql 5.6.28 which didn't 
have the issue. We don't know yet if this is fixed in a newer release.


On 10/14/16 1:29 AM, Alex Vandiver wrote:

On Thu, 13 Oct 2016 20:32:36 +
James Zuelow  wrote:

Package versions at the moment are MySQL 5.6.30, Perl 5.2.22, and
request-tracker 4.2.13.  There is a Perl 5.4 upgrade available, but
that breaks my rt4 installation.


For reference, your perl versions are not comprehensible.  Wheezy ships
perl 5.14.2, per https://packages.debian.org/wheezy/perl, and there has
never been a perl version 5.2 or 5.4 -- 5.002 was released in 1996,
5.004 in 1997, and 5.6 in 2000.



Indexing existing data...
Going to run the following in the DB:
 CREATE FULLTEXT INDEX AttachmentsIndex ON AttachmentsIndex(Content)

[58876] [Thu Oct 13 02:23:42 2016] [warning]: DBD::mysql::db do failed:
Lost connection to MySQL server during query at
./rt-setup-fulltext-index line 736,  line 2.


Check your "max_allowed_packet" setting in mysqld.  The most common
cause is the MySQL client (here, rt-fulltext-indexer) sending something
in the MySQL wire protocol which is larger than that limit, which
causes the server to unceremoniously drop the connection.

Raise that limit and restart mysql, and it should resolve the issue.

 - Alex
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


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 you're running:


https://httpd.apache.org/mod_fcgid/mod/mod_fcgid.html

On 9/9/16 7:14 AM, Pavneet Arora wrote:

Exactly my problem as well. Still haven’t found a resolution to
recovering a working Rt on 16.04.1. Did a fresh install of Perl using
Perlbrew, and even did a fresh install of Rt 4.2.10 as well as 4.4.1 in
test environment. Still the same issues with the fastcgi server not
staying up. I am thinking that it is something in the apache2(.4) set up?



I was able to solve the PHP issues with a side by side installation of
php5.6 and php7.0. All of our other applications seem stable.



Sent from Mail  for
Windows 10



*From: *Joel Bergmark 
*Sent: *Friday, September 9, 2016 04:34
*To: *rt-users@lists.bestpractical.com

*Subject: *[rt-users] Ubuntu 16.04.1 LTS



Hello everyone,



Just want to ask if anyone have upgraded from Ubuntu server 14.04 LTS to
16.04.1 LTS, and if RT broke because of it?



Done this on a different server and got plenty of issues with other
services (Mostly because php7).



Regards, Joel





-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


Re: [rt-users] Applying configuration changes?

2016-08-31 Thread Jim Brandt

Maybe post the command you are running to spawn the FCGI processes?

I believe Apache + mod_fcgid is the most common deployment method, 
likely by quite a large margin, so more people can probably help with 
that configuration. But posting the command may find some nginx users on 
the list.


On 8/30/16 5:34 PM, Alex Hall wrote:

Okay, that makes more sense. Now I'm back to my FCGI problem: the
process spawns, but netstat shows nothing on the address:port I assign
when using the command. I can't kill or restart it because it doesn't
seem to exist, though I get a success message and can't 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...@bestpractical.com>> wrote:




On 8/30/16 9:22 AM, Alex Hall wrote:

So doing
/etc/init.d/nginx restart
is enough to reload RT's configuration as well? Great, that makes things
easier. It seems odd, since I thought Nginx (or whatever your server)
was separate from RT and needed the middleware of a FastCGI or similar
process to let the two talk. I'm glad I was wrong. :)


Sorry, I was too vague in saying "the server". In a FCGI and nginx
deployment, nginx doesn't manage FCGI directly, so you'll need to
restart the FCGI processes. So your understanding was correct for the
nginx configuration. With Apache and FCGI, Apache manages the FCGI
processes, so restarting Apache does both.



During the initial setup, I thought I specified the right database
engine, but I must have done something wrong. I've set it in the config
file and it *should* be working now.

Last I tried, it was still complaining 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...@bestpractical.com>
<mailto:jbra...@bestpractical.com>> wrote:


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 expect, it could be RT is loading some configuration from
some other location. You can see the config files in the "Loaded
config files" section on that same page.

You set these in RT_Config.pm by selecting different options when
running the initial configure script. After that, you can override in
RT_SiteConfig.pm.

On 8/29/16 2:27 PM, Alex Hall wrote:

Hello list,
Until I can find out why FCGI processes don't work, I'm trying to
run RT
on its own server with:
sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
but I get an error about SQLite3 not working. The thing is, I have it
set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the
same to
RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
sudo /etc/init.d/request-tracker4 restart
to get the change to register, but had no luck. What do I have to do to
get RT to see configuration changes? This seems like a simple
thing, but
I can't find it online, and the restart doesn't seem to have helped. If
there's something obvious I've missed in my DB setup that would
cause it
to use the wrong backend, I'd love to know that as well. RT4.2.8 on
Debian 8. Thanks.

--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com <mailto:ah...@autodist.com>
<mailto:ah...@autodist.com>
<mailto:ah...@autodist.com>


-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


Re: [rt-users] Applying configuration changes?

2016-08-30 Thread Jim Brandt



On 8/30/16 9:22 AM, Alex Hall wrote:

So doing
/etc/init.d/nginx restart
is enough to reload RT's configuration as well? Great, that makes things
easier. It seems odd, since I thought Nginx (or whatever your server)
was separate from RT and needed the middleware of a FastCGI or similar
process to let the two talk. I'm glad I was wrong. :)


Sorry, I was too vague in saying "the server". In a FCGI and nginx 
deployment, nginx doesn't manage FCGI directly, so you'll need to 
restart the FCGI processes. So your understanding was correct for the 
nginx configuration. With Apache and FCGI, Apache manages the FCGI 
processes, so restarting Apache does both.




During the initial setup, I thought I specified the right database
engine, but I must have done something wrong. I've set it in the config
file and it *should* be working now.

Last I tried, it was still complaining 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...@bestpractical.com>> wrote:


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 expect, it could be RT is loading some configuration from
some other location. You can see the config files in the "Loaded
config files" section on that same page.

You set these in RT_Config.pm by selecting different options when
running the initial configure script. After that, you can override in
RT_SiteConfig.pm.

On 8/29/16 2:27 PM, Alex Hall wrote:

Hello list,
Until I can find out why FCGI processes don't work, I'm trying to run RT
on its own server with:
sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
but I get an error about SQLite3 not working. The thing is, I have it
set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the same to
RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
sudo /etc/init.d/request-tracker4 restart
to get the change to register, but had no luck. What do I have to do to
get RT to see configuration changes? This seems like a simple thing, but
I can't find it online, and the restart doesn't seem to have helped. If
there's something obvious I've missed in my DB setup that would cause it
to use the wrong backend, I'd love to know that as well. RT4.2.8 on
Debian 8. Thanks.

--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com <mailto:ah...@autodist.com>
<mailto:ah...@autodist.com>


-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


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 expect, it could be RT is loading some configuration from 
some other location. You can see the config files in the "Loaded config 
files" section on that same page.


You set these in RT_Config.pm by selecting different options when 
running the initial configure script. After that, you can override in 
RT_SiteConfig.pm.


On 8/29/16 2:27 PM, Alex Hall wrote:

Hello list,
Until I can find out why FCGI processes don't work, I'm trying to run RT
on its own server with:
sudo /usr/share/request-tracker4/libexec/rt-server --port 8485
but I get an error about SQLite3 not working. The thing is, I have it
set to MySQL, not SQLite, so I don't know why it's not using MySQL. I
made a change to /etc/request-tracker4/RT_SiteConfig.pm, and the same to
RT_SiteConfig.d/51-DBConfig, but it didn't help. I tried
sudo /etc/init.d/request-tracker4 restart
to get the change to register, but had no luck. What do I have to do to
get RT to see configuration changes? This seems like a simple thing, but
I can't find it online, and the restart doesn't seem to have helped. If
there's something obvious I've missed in my DB setup that would cause it
to use the wrong backend, I'd love to know that as well. RT4.2.8 on
Debian 8. Thanks.

--
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com 


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017


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 test box:

Description: On Correspond Reopen Rejected/Resolved Tickets
Condition: On Correspond
Action: User Defined
Template: Blank
Custom cond:
If ($self->TicketObj->Status eq ‘rejected’) { return 1; }
If ($self->TicketObj->Status eq ‘resolved’) { return 1; }
Return 0;

Custom action commit code:
$self->TicketObj->SetStatus(“open”);

On my test system it works perfectly. Any tickets resolved or rejected
get re-opened on correspond. On my production box, I get the following
in ym log:

[13641] [Fri Aug 12 17:43:44 2016] [debug]: Skipping Scrip #32 because
it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:345)

I’ve tried writing my own messages to the log but it doesn’t look like
the scrip is firing. What is happening?

*Stephen Cena*
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email:
_hd-general@qvii.com_ 
To report email issues: postmas...@qvii.com





-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 9:34 AM, raymond.teunis...@kpn.com wrote:

Hi,



I’m currently trying to get my outgoing mail from RT 4.2.12 into html
format. This is my template:



*From: My dept name *

*RT-Attach-Message: yes*

*Content-Type: text/html*

* *

*   *

*
{$Transaction->Content(Type => 'text/html')}*

**

*  Met vriendelijke groet,*

*  **Raymond*

*  My Dept*

*  *

*  *

**



Now the signature works, and is shown correctly, but the text I’m
sending out through RT gets wrapped around these tags:



My ticket
content



This means that my signature is in the correct markup, but the main text
of the outgoing mail isn’t. Is there any way I can fix this?



Kind regards,

Raymond Teunissen

KPN



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 all sorts that use RT 
for various functions (IT support, end customer support, internal task 
management, etc.).


Thanks for showing off RT!
Jim

On 7/13/16 10:48 AM, akos.to...@docca.hu wrote:

Dear RT Users,

We use RT since ages (2005) and some of our clients asked us to show the
RT for an insurance company. So I did. The insurence company likes the
RT, but before they make a final decision, they want to know if any
other insurance company in the world uses RT.

If anybody know such a case, let me know please!

Thanks,

Ákos




-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 drop down. How can 
I limit this?

Also, is it possible to assign ownership to non-privileged users?


Ownership is controlled by the "Own tickets" right (OwnTicket), so to 
remove extra users you'll need to track down how they are getting that 
right and remove it. Likely it's assigned to the Privileged role right 
now based on your description.


And you can assign that same right to non-privileged users, but it's a 
little odd since they won't be able to see the full ticket via the web 
UI. If you're going down the road of allowing non-privileged users to 
own tickets, it might be better to create a group, make them privileged, 
and give them very limited access.




Kind regards,
Tom



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


Re: [rt-users] Custom fields in transaction

2016-07-06 Thread Jim Brandt
Each scrip has a stage that is set as part of the configuration through 
the web UI. You should be able to find it on the Applies to tab when 
configuring the scrip. By default, it will be set to Normal. To get the 
scrip to run at the end in batch mode, you need to set that to Batch and 
save the scrip.


On 7/1/16 10:29 PM, Nilesh wrote:

Can you provide some example?
On the wiki I saw some scrip which was testing the return value of
TransactionBatch method, but now after doing that I don't see the log.

In custom action commit code:

my $batch = $self->TicketObj->TransactionBatch;
if($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, 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 preparation code:
1;

Custom action commit code:
my $queueName = $self->TicketObj->QueueObj->Name;
RT::Logger->info("Queue name: $queueName");

my $trans = $self->TransactionObj;
RT::Logger->info($trans->FirstCustomFieldValue("Product"));

--

The method FirstCustomFieldValue returns empty even though the value
is
set in form submission.

All the stuff I found on Google are about custom fields in tickets,
seems nobody uses transaction custom fields?

I'm using RT 4.4.0.




If you are submitting the value for Product in the same update, the On
Correspond transaction may run before the value is committed, so it's
not there yet. Try moving the scrip to Batch stage rather than Normal.
Batch runs at the end, so the value should be set.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 preparation code:
1;

Custom action commit code:
my $queueName = $self->TicketObj->QueueObj->Name;
RT::Logger->info("Queue name: $queueName");

my $trans = $self->TransactionObj;
RT::Logger->info($trans->FirstCustomFieldValue("Product"));

--

The method FirstCustomFieldValue returns empty even though the value is
set in form submission.

All the stuff I found on Google are about custom fields in tickets,
seems nobody uses transaction custom fields?

I'm using RT 4.4.0.



If you are submitting the value for Product in the same update, the On 
Correspond transaction may run before the value is committed, so it's 
not there yet. Try moving the scrip to Batch stage rather than Normal. 
Batch runs at the end, so the value should be set.


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 but I do not see anything related in syslog or the Apache
error log.

  Any insight is appreciated.


Have you modified the lifecycle for the queue in which you're creating 
the reminder? If you don't have 'open' in this transition:


transitions => {
""   => [qw(new open resolved)],

you might get that error. This transition defines the statuses a ticket 
can be created in and reminders are created in the open status.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 "correspondence added".

I noticed that outside of the Callback component $checks_failure value
is 0. And that seems to be the cause while changing checks_failure
inside of the callback doesnt have an effect. Is there a reason why
$checks_failure isnt passed by reference?

I dont want to add code to Ticket/Update.html because I want to make a
maintainable extension that isnt lost in case of an RT upgrade.


Hmm, yeah, that's strange. Everything else is passed by reference, we
may need to look into changing that.

In the meantime, you could update just that line to pass $checks_failure
by reference to limit your changes to Update.html. Alternatively, you
could add another line that duplicates the existing callback but passes
checks_failure by reference. Then give it your own name for
CallbackName. That might make it easier to pull forward when upgrading.


Looking closer, I believe $skip_update was added just for this purpose 
since it also can stop the update and is passed by reference. I think 
setting $skip_update to 1 when you want to trigger the message should do 
the trick.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 a warning informing the user about the
change in ownership.

I guess this is the correct callback

html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit


but /Ticket/Update.html is quite the monster for an unexperienced RT
dev. :)

Where can I get the response text from so it doesnt get lost and how do
I add a warning?


I might try the BeforeUpdate callback. You should be able to use the
validation code to add your new check. You can make the page redisplay
by setting $checks_failure to 1 and you can display a message by
adding it to @results. BeforeUpdate gives you both of those. You can
see an example above after the call to ValidateCustomFields.

unless ( $status ) {
push @results, @msg;
$checks_failure = 1;
}

You shouldn't need to worry about re-adding input values yourself, it
should happen automatically.

You didn't mention your RT version, but this should be similar across
most current versions.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016



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 "correspondence added".

I noticed that outside of the Callback component $checks_failure value
is 0. And that seems to be the cause while changing checks_failure
inside of the callback doesnt have an effect. Is there a reason why
$checks_failure isnt passed by reference?

I dont want to add code to Ticket/Update.html because I want to make a
maintainable extension that isnt lost in case of an RT upgrade.


Hmm, yeah, that's strange. Everything else is passed by reference, we 
may need to look into changing that.


In the meantime, you could update just that line to pass $checks_failure 
by reference to limit your changes to Update.html. Alternatively, you 
could add another line that duplicates the existing callback but passes 
checks_failure by reference. Then give it your own name for 
CallbackName. That might make it easier to pull forward when upgrading.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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

2016-06-24 Thread Jim Brandt

Hi Cris,

I enabled file uploads, so you can now upload images. Let me know if you 
need a file format not allowed.


We also had a suggestion to add the syntax highlighting extension, so I 
have installed that. You can see an example here:


https://rt-wiki.bestpractical.com/index.php?title=RT_Config

Thanks,
Jim

On 6/21/16 4:32 AM, Guadagnino Cristiano wrote:

Hi Jim,
this is great news, since Wikia has become really unusable, even with AdBlock
turned on. Moreover, my employer just blocked Wikia because of the main focus
on gaming.

I spent an hour yesterday reformatting my articles for the new wiki (some
formatting had been lost). Now everything is good, but my articles are lacking
images.

I recovered the original images from Wikia, but apparently the new wiki is not
configured to allow image upload.

Are you going to fix this problem, or should we rely on an external image
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 sure RT
users have a productive environment to share their RT knowledge, we're
moving to our own hosted wiki so you can focus just on reading about and
sharing RT knowledge.

We need your help to complete the cut-over.

The new wiki is now available here:

https://rt-wiki.bestpractical.com

We have copied over all of the great content from the current wiki and
now we'd like you to check the new site and confirm the content has been
copied correctly. Also, we're unable to move the accounts, so we'd like
you to sign up for a new account and try editing some pages.

Our plan is to welcome feedback for the next 2 weeks and fix any issues
you discover. Assuming there are no major issues, on Wednesday, June 29,
we're targeting a cut-over where we'll make the new wiki the primary RT
wiki. Shortly after that, we'll work on turning off the version on Wikia.

You can see current changes and issues, and add new ones, here:

https://rt-wiki.bestpractical.com/index.php?title=Wikia_Move

Or send email to us at feedb...@bestpractical.com

We hope you like the new wiki site and as always, thanks for your help
and support for RT!

Best Practical
___
rt-announce mailing list
rt-annou...@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 correct callback

html/Callbacks/RT-Extension-WarnTicketTaken/Ticket/Update.html/BeforeSubmit

but /Ticket/Update.html is quite the monster for an unexperienced RT
dev. :)

Where can I get the response text from so it doesnt get lost and how do
I add a warning?


I might try the BeforeUpdate callback. You should be able to use the 
validation code to add your new check. You can make the page redisplay 
by setting $checks_failure to 1 and you can display a message by adding 
it to @results. BeforeUpdate gives you both of those. You can see an 
example above after the call to ValidateCustomFields.


unless ( $status ) {
push @results, @msg;
$checks_failure = 1;
}

You shouldn't need to worry about re-adding input values yourself, it 
should happen automatically.


You didn't mention your RT version, but this should be similar across 
most current versions.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


[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 our own hosted wiki so you can focus just on reading about and 
sharing RT knowledge.


We need your help to complete the cut-over.

The new wiki is now available here:

https://rt-wiki.bestpractical.com

We have copied over all of the great content from the current wiki and 
now we'd like you to check the new site and confirm the content has been 
copied correctly. Also, we're unable to move the accounts, so we'd like 
you to sign up for a new account and try editing some pages.


Our plan is to welcome feedback for the next 2 weeks and fix any issues 
you discover. Assuming there are no major issues, on Wednesday, June 29, 
we're targeting a cut-over where we'll make the new wiki the primary RT 
wiki. Shortly after that, we'll work on turning off the version on Wikia.


You can see current changes and issues, and add new ones, here:

https://rt-wiki.bestpractical.com/index.php?title=Wikia_Move

Or send email to us at feedb...@bestpractical.com

We hope you like the new wiki site and as always, thanks for your help 
and support for RT!


Best Practical
___
rt-announce mailing list
rt-annou...@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 need to make some updates due to the RT 
version change:


https://docs.bestpractical.com/rt/4.4.1/UPGRADING-4.4.html

On 5/25/16 10:21 PM, Bart Bunting wrote:

Peter,

Not sure, but this is a new install using rt 4.4.



Kind regards
Peter Viskup  writes:


Couldn't this be related to RT::Authen::ExternalAuth migration to RT
core since 4.4 version?

https://docs.bestpractical.com/rt/4.4.0/UPGRADING-4.4.html

--
Peter

On Wed, May 25, 2016 at 2:26 AM, Bart Bunting  wrote:


Hi there,

I may be just missing something but this is failing miserably for me and
I am not sure what the correct way to fix it is:

Running rt 4.4.1 rc1 as of today.

The situation is I have external authentication working fine using both
RT::Authen::ExternalAuth and RT::LDAPImport.

I use puppet to provision the machine.

When I have the external authentication configuration enabled in
RT_SiteConfig.pm the
initial database import breaks.  I think this is because when it trys to
add the "root" user it attempts to canonicalize the name from ldap which
fails.

Here is an example of the run:

  make initialize-database
/usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database 
--action init --prompt-for-dba-password
In order to create or update your RT database, this script needs to connect to 
your  mysql instance on localhost (port '') as root
Please specify that user's database password below. If the user has no database
password, just press return.

Password:
Working with:
Type:   mysql
Host:   localhost
Port:
Name:   rt4
User:   rt
DBA:root
Now creating a mysql database rt4 for RT.
Done.
Now populating database schema.
Done.
Now inserting database ACLs.
Done.
Now inserting RT core system objects.
[15076] [Wed May 25 00:15:29 2016] [critical]: Undefined subroutine 
::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo called at 
/opt/rt_source/sbin/../lib/RT/User.pm line 787. 
(/opt/rt_source/sbin/../lib/RT.pm:390)
Undefined subroutine ::Authen::ExternalAuth::LDAP::CanonicalizeUserInfo 
called at /opt/rt_source/sbin/../lib/RT/User.pm line 787.
Makefile:386: recipe for target 'initialize-database' failed
make: *** [initialize-database] Error 2
root@rt-dev:/opt/rt_source#

I can work around this by having puppet install one version of RT_SiteConfig.pm 
without
external authentication configured, run the database import and then
replace it with a version with external auth enabled.

This works, I've tested it.

It just feels terribly ugly and wrong.

Can anyone suggest what I might be doing wrong here or is this a genuine
issue?


Kind regards
Bart
--

Bart Bunting - URSYS
PH: 02 87452811
Mbl: 0409560005
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Bart


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016


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 lightweight.



Alex


If we knew what we were doing, it wouldn't be called research, would it?
   -- Albert Einstein



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 functioning scrip is below for
anyone that would like to use it.


Scrip Name: Set ticket to active upon customer reply

Condition: On Correspond

Action: User Defined

Template: Blank


Custom action preparation code:

return 1;


Custom action commit code:


my $Actor = $self->TransactionObj->Creator;

my $Owner = $self->TicketObj->Owner;

# Change status to "open" if status is "customer"

if( $Owner != $Actor ) {

if ($self->TicketObj->Status() eq 'customer' ) {

$self->TicketObj->SetStatus('open');

$RT::Logger->info("Customer replied to ticket awaiting reply. Status
set to open.");

return 1;

}

return undef;

}

return undef;


RT Information:


RT 4.2.12

Perl v5.14.2 built for x86_64-linux-gnu-thread-multi

Apache 2.2.22

PHP 5.5.33-1~dotdeb+7.1

MySQL Ver 14.14 Distrib 5.5.49




Zoey Schutt

Braincoral Technology, LLC




*From:* rt-users  on behalf of
Zoey Schutt 
*Sent:* Monday, May 16, 2016 8:36 AM
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Problems with status changing scrip


Hello,


I am working on a scrip to auto-change the status of a ticket if it is
set to "customer" status. However, I do not want the ticket to change
status if the user who is replying to the ticket is the owner. I managed
to get the status changing properly, but as soon as I try to setup the
condition it no longer works. Could someone look this over for me and
tell me where I'm messing up?


Condition: On Correspond

Action: User Defined

Template: Blank


Custom action preparation code:

return 1;


Custom action commit code:

# Abort if actor is owner of ticket
return 1 unless $self->TicketObj->Owner != $actor->id;

# Change status to "open" if status is "customer"
if ($self->TicketObj->Status() eq 'customer' ) {
$self->TicketObj->SetStatus('open');
$RT::Logger->info("Customer replied to ticket awaiting reply. Status
set to open.");
return 1;
}
return undef;


RT Information:


RT 4.2.12

Perl v5.14.2 built for x86_64-linux-gnu-thread-multi

Apache 2.2.22

PHP 5.5.33-1~dotdeb+7.1

MySQL Ver 14.14 Distrib 5.5.49


Thanks,


Zoey Schutt

Braincoral Technology, LLC



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 tickets from the Webui with
html, but not via the API where we inject information including html
code but only ends up as plain.



Thanks





-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 wrote:



Hi everyone,

I have been trying to get external authentication with ldapauth and
ldapimport working on a brand new rt 4.4 from the latest pull of
4.4-trunk.

I have the ldap authentication and rt-ldapimport working correctly
against our ldap server.

The one issue I can not appear to resolve is that I am prompted first
by the browsers authentication prompt and then by the RT login screen.
So you need to enter your authentication credentials twice.

I am hoping to just have the RT login screen, no browser authentication
prompt.

I'm sure it's something simple but I'm pulling my hair out :).

If someone could take a look at my config and tell me where the error is
I'd be eternally grateful:

Here is the section of my rt config.

The first few options are commented out as they are part of previous
attempts to make it work as expected.

#* Authentication
# configure external authentication

#Set($WebRemoteUserAuth, 1);
# check authentication on each request rather than just once
#Set($WebRemoteUserContinuous, 1);

# fall back to rt login if external auth fails.
#Set($WebFallbackToRTLogin, 1);

Set ($ExternalAuth, 1);
Set( $ExternalAuthPriority, ['URSYS_LDAP'] );
Set( $ExternalInfoPriority, ['URSYS_LDAP'] );

# Make users created from LDAP Privileged
Set( $UserAutocreateDefaultsOnLogin, { Privileged => 1 } );

# Users should still be autocreated by RT as internal users if they
# fail to exist in an external service; this is so requestors (who
# are not in LDAP) can still be created when they email in.
Set($AutoCreateNonExternalUsers, 1);

# LDAP configuration; see RT::Authen::ExternalAuth::LDAP for
# further details and examples
Set($ExternalSettings, {
'URSYS_LDAP'   =>  {
'type' =>  'ldap',
'server'   =>  'ldap.x,
'base' =>  'cn=users,cn=accounts,dc=xx',
'user' => 'uid=system,cn=sysaccounts,x',
'pass' => 'xx',
'filter' => '(&(memberOf=cn=helpdesk-*))',
'attr_match_list'  => [
'Name',
],
'attr_map' => {
'Name' => 'uid',
'EmailAddress' => 'mail',
},
},
} );

# * rt-ldapimport configuration
# enable plugin
Plugin( qw(RT::LDAPImport));

Set($LDAPBase,'cn=users,cn=accounts,x');
Set($LDAPHost,'ldap.x');
Set($LDAPUser,'uid=system,cn=sysaccounts,xx');
Set($LDAPPassword,'');
Set($LDAPFilter, '(&(memberOf=cn=helpdesk-*))');
Set($LDAPMapping, {Name => 'uid', # required
   EmailAddress => 'mail',
   RealName => 'cn',
   WorkPhone=> 'telephoneNumber',
   Organization => 'departmentName'});
# create users as privileged
  Set($LDAPCreatePrivileged, 1);

# sync Groups from LDAP into RT
Set($LDAPGroupBase, 'cn=accounts,x');
Set($LDAPGroupFilter, '(&(objectClass=groupofnames)(cn=helpdesk-*))');
Set($LDAPGroupMapping, {Name   => 'cn',
Description   => 'description',
Member_Attr=> 'member',
Member_Attr_Value  => 'dn',
});

As above all the ldap stuff appears to work apart from the double
request for authentication.



Kind regards
Bart


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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:

Perhaps I found the problem, but not sure how to fix it:

File: /rt4/share/Elements/MyRT

Line 52-54:



% $show_cb->($_) foreach @$body;



This does not seem to be able to match this properly “% $show_cb->($_)
foreach @$body;”?

In the old working installation it looks like this in the Chrome webdev
tool (the MyRT-file is identical at both installations)











   

   

 

 Queue list

 
Edit

   

   



But like this in the broken one:



Invalid portlet QueueList

   

   

 

 15
highest priority tickets I own

 Edit


   

   

Anyone knows where to fix this broken code?

Regards,

*Från:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *För
*Joel Bergmark
*Skickat:* den 2 maj 2016 20:19
*Till:* rt-users@lists.bestpractical.com
*Ämne:* [rt-users] After migration to new server "Invalid portlet QueueList"

Hi,

I have migrated the RT installation from an old VPS running 4.4.0
without issues, to a new vps fresh install and with migrated database
from MySQL to Postgres and everyting looks ok except on the RT at a
glance, where the Queuelist is gone except the error "Invalid portlet
QueueList”.

In the debug it only gives:

May  2 20:16:32 rt RT: [29244] Odd number of elements in hash assignment
at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1463.

May  2 20:16:32 rt RT: [29244] Use of uninitialized value in list
assignment at /opt/rt4/sbin/../lib/RT/Interface/Web.pm line 1463.

I have googled a bit and found a similar report about similar issue but
from this information im not sure on how to proceed to fix it.

http://requesttracker.8502.n7.nabble.com/rt-devel-RT-4-4-0rc1-released-td60847i20.html

Anyone that has some advice?

Regards, Joel



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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:


https://bestpractical.com/blog/2016/01/whats-new-in-44-assets-now-standard-in-rt


On 5/2/16 1:12 PM, Cena, Stephen (ext. 300) wrote:

I just upgraded two systems running RT 4.2.12 to 4.4.0. Neither system
had the Asset manager prior to the upgrade & we were looking to try it
out. It didn’t appear. Is there something I need to change in the
RT_Siteconfig.pm to get the Assets tab to show up?
Stephen Cena
Systems Administrator/Supervisor
Phone: (585) 544-0450 x300
To notify HELPDESK: http://helpdesk.ogp.qvii.com or email:
_hd-general@qvii.com_ 
Quality Vision International, Inc.


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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:


https://metacpan.org/pod/RT::Extension::LDAPImport#CONFIGURATION

Jim

On 4/28/16 3:46 PM, k...@rice.edu wrote:

Hi RT users,

I am configuring the LDAPImport extension to replace an ancient local
script with similar functionality and I am running into a format problem.
I would like to have the RealName field as "surname, givenname". I can
easily do "givenname surname" by just using the appropriate LDAP
attributes. Is there any way to manage that change during the import
process?

Regards,
Ken
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 permissions set incorrectly so other users/processes can't use 
them.


On 4/26/16 6:18 PM, Andrea Caputto wrote:

Apache versión is 2.4 , Apache + mod perl

I am upgrading from 4.2.1 to 4.4
El El mar, 26 de abr. de 2016 a las 16:02, Thiago Cristino dos Santos
> escribió:

Hi,
Andrea, please tell more about your environment :
What's your Apache version ?
RT was running over Apache + mod_perl, apache + fastcgi or apache +
fastcgi + suexec?




2016-04-26 15:40 GMT-03:00 Andrea Caputto >:

Hi, i was doing the upgrade, and everything was right, but now
when i try to start apache :

Logs begin at mar 2016-04-26 12:22:54 UYT, end at mar 2016-04-26
13:30:01 UYT. --
abr 26 13:29:36 rt. . httpd[7736]:
AH00526: Syntax error on line 25 of /etc/httpd/conf.d/rt.conf:
abr 26 13:29:36 rt. .httpd[7736]:
*Can't locate Scope/Upper.pm in @INC (@INC contains:
/opt/rt4/sbin/../local/li*
abr 26 13:29:36 rt. ... systemd[1]:
httpd.service: main process exited, code=exited, status=1/FAILURE
abr 26 13:29:36 rt.. ... kill[7739]:
kill: cannot find process ""
abr 26 13:29:36 rt.. . systemd[1]:
httpd.service: control process exited, code=exited status=1
abr 26 13:29:36 rt.  systemd[1]:
Failed to start The Apache HTTP Server.


[root@rt sbin]# perl -MCPAN -e 'install Scope::Upper'
Reading '/root/.local/share/.cpan/Metadata'
   Database was generated on Tue, 26 Apr 2016 16:17:02 GMT
Scope::Upper is up to date (0.28).


and testdeps seems ok.
--
Andrea Caputto

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


--
Andrea Caputto


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 Schmidt:

Another path that looks weird to me is:

"local/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"

shouldnt that be

"local/Callbacks/YourOrg/Elements/RT/Ticket/ColumnMap/Once"

Arg ... I missed this, this must be
"local/html/Callbacks/YourOrg/Elements/RT__Ticket/ColumnMap/Once"


Chris


Hey Chris, thanks for your help.

After a bit of debugging these appear to be the correct locations:

"local/html/Callbacks/Univie/Search/Elements/BuildFormatString/Default"
"local/html/Callbacks/Univie/Elements/RT__Ticket/ColumnMap/Once"
"local/lib/RT/Ticket_Local.pm"

I'll wrap everything up in an extension and put it on github.

cheers
david
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


https://github.com/davewood/RT-Extension-TicketPreview
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 "Plack::Handler::Starlet" out. Now the only module that's
reported missing is "File::Which". This is what I get when I try to
install it:
[root@paok rt-4.4.0]# cpanm File::Which

--> Working on File::Which
Fetching
http://www.cpan.org/authors/id/P/PL/PLICEASE/File-Which-1.21.tar.gz ... OK
Configuring File-Which-1.21 ... OK
Building and testing File-Which-1.21 ... FAIL
! Installing File::Which failed. See
/root/.cpanm/work/1460108230.29671/build.log for details. Retry with
--force to force install it.

"make fixdeps" reports that it can not install it without force.

Install module File::Which
Running install for module 'File::Which'
Running make for P/PL/PLICEASE/File-Which-1.21.tar.gz
   Has already been unwrapped into directory
/root/.cpan/build/File-Which-1.21-U29XMR
   Has already been made
Running make test
   Has already been tested within this command
Running make install
   make test had returned bad status, won't install without force

Is it OK if I force it?



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 TOKUHIROM/Test-TCP-2.14.tar.gz

The other two need the module File::Which installed first as noted in 
the output, so;


cpan[3]> install File::Which

Then try make testdeps again.

On 4/7/16 6:07 AM, Yanni wrote:

Thanks Bod

I noticed that at the end of the "make fixdeps" output it said:

You haven't configured the CPAN shell yet.
Please run `/usr/bin/perl -MCPAN -e shell` to configure it.
make: *** [fixdeps] Error 1

So I did exaclty that and accepted all the defaults. I then run "make
fixdeps" again and it installed
most dependencies except 3 shown below:

SMIME missing dependencies:
 File::Which ...MISSING
GPG missing dependencies:
 File::Which ...MISSING
CORE missing dependencies:
 Plack::Handler::Starlet ...MISSING

Could you please let me know how I can manually install them?

Thank you


On 06/04/16 13:26, Bob Shaker wrote:

You should continue through the process as normal.
Install the dependencies through make fixdeps, and after that process
finishes, manually install anything that did not automatically resolve
itself.

-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On
Behalf Of Yanni
Sent: Wednesday, April 6, 2016 7:53 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Installing RT on Centos7

Hello

I'm trying to install RT 4.4 on Centos7 but I'm stuck on: make testdeps.
Almost all dependencies are marked as MISSING.

Can someone please tell me what do I have to do, so that I can carry
on with the installation?

Many thanks





-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016



ARDEN
A Global Company
Celebrating over 50 years of making your life more comfortable!

This message may contain confidential and/or privileged information.
If you are not the addressee or authorized to receive this for the
addressee, you must not use, copy, disclose, or take any action based
on this message or any information herein. If you have received this
message in error, please advise the sender immediately by reply e-mail
and delete this message.

This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus
Server.


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 identify it as 
machine generated, probably a header getting added somewhere in your 
email chain.


On 3/30/16 9:58 AM, Sundeep Singh Nanuwa wrote:

Hi,

I have narrowed down the issue to being a missing configuration with RT
permissions - not an issue with any ISP in particular.

If a reply is sent via a mail client, RT logs this message...

[4020] [Tue Mar 29 15:46:51 2016] [info]:
 xx...@hotmail.com
is *blacklisted* because autogenerated messages are configured to only
be sent to *privileged* users (RedistributeAutoGeneratedMessages).
*Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is
the reason why RT never sends an email to the requester/

The log above appears because the requester is not a privileged user
(nor should they be as they're an external user), what permission needs
setting to allow RT send emails to unprivileged users?

As a test, if I make the user a privileged user and send a reply from a
mail client RT does send an email to the requester.
[23268] [Wed Mar 30 13:53:00 2016] [info]:
 *sent* To:
xx...@hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315)

As usual, if a reply is sent via RT web - the requester receives the
email as expected.

Any suggestions?

Thanks
Sunny



On 29/03/16 13:52, Sunny wrote:

Hi all,

I'm experiencing an issue with a particular queue where by a Hotmail
address requester does not get email notifications if their ticket is
replied to via a mail client - RT gets updated with the reply but it
doesn't send out an email to the requester. If the same ticket is
replied to via RT web the Hotmail address requester does receive a
reply - again RT gets updated with the reply but this time it does
send out an email to the requester.

It's only to Hotmail addresses where I see this issue, gmail and our
domain is fine.

The setup of the queue (example)...

Queue name = queue1
Reply Address = que...@xyz.org

The actual queue email address is que...@abc.org
que...@xyz.org forwards to que...@abc.org which then goes into RT at
r...@helpdesk.abc.org

If I change the reply address from que...@xyz.org to que...@abc.org
the RT gets updated and the hotmail address requester receives the
reply, however, I need the reply address to be que...@xyz.org.

Any suggestions?

Thanks
Regards
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016




-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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( %GnuPG,
 Enable => 1,
 OutgoingMessagesFormat => 'RFC',
 AllowEncryptDataInDB => 0
);

Set( %GnuPGOptions,
 'digest-algo'   => 'SHA512',
 'use-agent'=> undef,
 'gpg-agent-info'=> '/opt/rt4/var/data/GnuPG/.agent-socket',
 'no-permission-warning' => undef,
 'homedir'   => '/opt/rt4/var/data/GnuPG'
);

Set( @MailPlugins =>
 "Auth::MailFrom",
 "Auth::Crypt"
);

Unfortunately it didn't work.

The gpg-agent-info option need to have the values which change with
every gpg-agent execution.

It could be possible to use write-env-file option and then read the
file by RT. Is it possible to extend the RT_SiteConfig.pm that way it
will read the file and fill the gpg-agent-info value in GnuPGOptions
hash?

Any other thoughts?

We are running GnuPG version 1.4.12, GnuPG agent version 2.0.19 and
latest release of RT 4.2.



I think the use-standard-socket option is another approach. The value is 
then consistent each time. This has become the default in version 2.

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


Re: [rt-users] Automated time tracking

2016-03-29 Thread Jim Brandt



On 3/29/16 2:34 PM, Barton Chittenden wrote:

Jim,

I looked at
https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt, but
I didn't explicitly see anything that tracked how long the browser
session containing the ticket had been open, which is what I really want.



Ah, I see. Yeah, 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 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 for
automatic tracking of time worked. There seem to be several
plugins that
create different interfaces for manually entering time (see

https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules),
but I'm looking for something more like https://toggl.com/ -- a
wrapper
around a javascript timer that will dump into the ticket's time
worked.

Has anyone developed anything like that?

Thanks,

---Barton


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016



-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 for
automatic tracking of time worked. There seem to be several plugins that
create different interfaces for manually entering time (see
https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules),
but I'm looking for something more like https://toggl.com/ -- a wrapper
around a javascript timer that will dump into the ticket's time worked.

Has anyone developed anything like that?

Thanks,

---Barton


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 ticket in queue "New employee".
User A chooses a value from a custom field called "Manager", this is a 
"Select one value" custom field with a drop down.

The values in custom field "Manager" are usernames of managers.
Now i would like to create an approval ticket, with owner - custom 
field "Manager" value.


I have tried, without success, this code in template:

===Create-Ticket: Jauns Darbinieks
Subject: New employee  {$Tickets{'TOP'}->Subject}
Depended-On-By: {$Tickets{'TOP'}->Id}
Queue: ___Approvals
Type: approval
Owner: {$Ticket{TOP}->FirstCustomFieldValue('Manager')}

I get this error:
Owner: Can't call method "FirstCustomFieldValue" on an undefined value 
at template line 6.


How do i correctly forward the value of that custom field?

The question also relates to the next part of my workflow. After the 
manager approves the ticket, i would like to create 2-3 more tickets. 
And each one of them would need to get some custom fields from the 
parent ticket (but not all)
something like this - It would get a ticket with the username and what 
computer should be given

security would also get a ticket with info about access restrictions
accounting would get some other info, that security and it should not 
be able to see


How do i correctly forward these custom fields to children tickets?
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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, this appears to be the commit that pulled in that code:

https://github.com/bestpractical/rt/commit/098c568f

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 that I carry out for RT.

perlbrew "request tracker" howto

Best Regards

Martin

 Original Message 
Subject: [rt-users] which Perl version should one use with RT 4.4 on 
CentOS 6

Date: 2016-03-16 16:30
From: Jerome 
To: rt-users@lists.bestpractical.com

Dear Cris Groome,

You've wrote this answer:

"I upvote Martin's answer. He gave you the version and the proper 
technique to achieving it."


Would you be nice to send me too your "howto" about specific perl 
install for RT?


Regards.
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Washington DC - May 23 & 24, 2016


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 article that says “Dear, ” can 
you have a variable in there that pulls the Requestor Displayed Name 
or similar from the ticket when you insert the article?


It doesn’t look like this is possible but I’m just checking.

Cheers,

Dion



-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

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 well, doesn't appear to matter which theme i make
custom either.

Is there additional requirements than what's in the documentation in
order to get custom themes to work?

-Kristian

On Mon, Jun 9, 2014 at 2:46 PM, Aurélien Lafranchise
 wrote:

Hello,

I tried by starting a fresh install and still the same problem.

I do not understand at all ;-)

AL
--
RT Training - Boston, September 9-10
http://bestpractical.com/training

-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

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 Bridts wrote:


Hello group,

We’re using RT for several years now and upgraded recently to RT 4.4

A lot of our tickets involve requests where the owner of the ticket 
needs to make some inquiries or put other departments at work.


e.g. As a response to a ticket a new user account has to be created 
and some actions like delivering devices (smartphone, laptop) or 
giving access to applications has to be done by other departments.


We could manually send out some answers or replies with the involved 
departments in CC:


But, since these are not comments,  by default the requestor gets all 
the correspondence as well, e.g. when the department answers that the 
smartphone is ready to be picked up.


This is not what we want.

The situation above can be compared with the queue “Investigations” in 
RTIR where new tickets are created, linked to the original one, but 
without notifying the requestor(s)


Installing RTIR seems like overkill, since this has little or nothing 
to do with incidents.


What is the best practice to create a working solution for this problem?

Has anyone done this before? Are there some ready-made contributions 
that I can use?


My knowledge of Perl is rather limited, so I could create a scrip but 
this should mainly be based on copy-pasting and little adjustments of 
examples.


Much obliged,

Lieven







-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016


-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany - March 14 & 15, 2016
* Washington DC - May 23 & 24, 2016

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 the key bits that are 
different for upgrading an existing instance.)


The upgrade scripts will then upgrade your database to be compatible 
with the new version of RT.


The serializer and importer tools are typically used in special cases 
where a DB upgrade won't work, like moving from one brand of DB to 
another or doing other things like joining two RT's together.


Jim


On 2/10/16 10:48 AM, Lee Wiscovitch wrote:

Thanks, that looks like it could be an option too.

Digging through the docs more, I see that there are two utilities that 
could be more useful:


rt-serializer
rt-importer

If I'm reading it correctly, I can use rt-serializer to export the 
contents of the RT3.8 database and then take that and feed it into the 
rt-importer on the RT4.2 instance.


But, it doesn't look like they existed in RT3.8...So maybe not really 
an option? I wonder if I could still point the RT4.2 rt-serializer to 
the RT3.8 mysql database and still use it?


On 02/08/2016 04:44 PM, Matt Zagrabelny wrote:
On Mon, Feb 8, 2016 at 3:35 PM, Lee Wiscovitch 
 wrote:



There is no import/export feature that I can use right?

https://www.bestpractical.com/docs/rt/4.2/backups.html

-m



-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)

* Hamburg Germany  March 14 & 15, 2016



-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany  March 14 & 15, 2016


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:


https://bestpractical.com/docs/rt/4.2/RT_Config.html#AutocompleteOwners

On 2/3/16 9:08 AM, Palle Girgensohn wrote:

Hi David,

Thanks for this input.

it takes the query from 1 minute+ (== timeout in fcgid) to subseond.

Big leap forward!

Thanks!


The two queries you posted are equally fast for me, ~ 8 ms, but render 
different result, 15 vs 16 rows. :-(

Palle




3 feb. 2016 kl. 13:39 skrev David Gwynne :

On Thu, Jan 07, 2016 at 01:57:46PM +0100, Palle Girgensohn wrote:

Hi,

For our RT database, just clicking "comment" takes five seconds. In general, RT 
is very slow for us, and I believe that after 10+ years of use, we have bloat in the 
database. 500k+ entries in CachedGroupMembers, for example. All of them but a handful are 
enabled (disabled = 0).

So when I click comment in a ticket, I wait for this query five seconds. Seems 
to me it produces a list of users allowed to comment on this.

The results can be very different for different queus.

We'd like to keep the history, so shredding old tickets is not the first choice 
for us.



rt=# explain ANALYZE
rt-# SELECT DISTINCT main.id,
rt-# main.name
rt-# FROM Users main
rt-# CROSS JOIN ACL ACL_3
rt-# JOIN Principals Principals_1 ON (Principals_1.id = main.id)
rt-# JOIN CachedGroupMembers CachedGroupMembers_2 ON 
(CachedGroupMembers_2.MemberId = Principals_1.id)
rt-# JOIN CachedGroupMembers CachedGroupMembers_4 ON 
(CachedGroupMembers_4.MemberId = Principals_1.id)
rt-# WHERE ((ACL_3.ObjectType = 'RT::Ticket'
rt(# AND ACL_3.ObjectId = 75164)
rt(#OR (ACL_3.ObjectType = 'RT::Queue'
rt(#AND ACL_3.ObjectId = 21)
rt(#OR (ACL_3.ObjectType = 'RT::System'
rt(#AND ACL_3.ObjectId = 1))
rt-#   AND (ACL_3.PrincipalId = CachedGroupMembers_4.GroupId)
rt-#   AND (ACL_3.PrincipalType = 'Group')
rt-#   AND (ACL_3.RightName = 'OwnTicket')
rt-#   AND (CachedGroupMembers_2.Disabled = '0')
rt-#   AND (CachedGroupMembers_2.GroupId = '4')
rt-#   AND (CachedGroupMembers_4.Disabled = '0')
rt-#   AND (Principals_1.Disabled = '0')
rt-#   AND (Principals_1.PrincipalType = 'User')
rt-#   AND (Principals_1.id != '1')
rt-# ORDER BY main.Name ASC;

QUERY PLAN
--
Unique  (cost=554.36..554.37 rows=1 width=29) (actual time=5927.879..5927.937 
rows=72 loops=1)
   ->  Sort  (cost=554.36..554.37 rows=1 width=29) (actual 
time=5927.877..5927.893 rows=149 loops=1)
 Sort Key: main.name, main.id
 Sort Method: quicksort  Memory: 32kB
 ->  Nested Loop  (cost=1.84..554.35 rows=1 width=29) (actual 
time=5.926..5927.400 rows=149 loops=1)
   ->  Nested Loop  (cost=1.56..550.64 rows=2 width=33) (actual 
time=0.152..78.279 rows=129788 loops=1)
 ->  Nested Loop  (cost=1.13..548.76 rows=1 width=37) 
(actual time=0.131..7.133 rows=134 loops=1)
   ->  Nested Loop  (cost=0.71..493.88 rows=36 
width=33) (actual time=0.115..4.984 rows=136 loops=1)
 ->  Index Only Scan using disgroumem on 
cachedgroupmembers cachedgroupmembers_2  (cost=0.42..5.94 rows=76 width=4) (actual 
time=0.079..0.152 rows=137 loops=1)
   Index Cond: ((groupid = 4) AND (disabled 
= 0::smallint))
   Heap Fetches: 0
 ->  Index Scan using users_pkey on users main 
(cost=0.29..6.41 rows=1 width=29) (actual time=0.033..0.034 rows=1 loops=137)
   Index Cond: (id = 
cachedgroupmembers_2.memberid)
   ->  Index Scan using principals_pkey on principals 
principals_1  (cost=0.42..1.51 rows=1 width=4) (actual time=0.014..0.015 rows=1 
loops=136)
 Index Cond: (id = main.id)
 Filter: ((id <> 1) AND (disabled = 
0::smallint) AND (principaltype = 'User'::text))
 Rows Removed by Filter: 0
 ->  Index Only Scan using cachedgroupmembers2 on 
cachedgroupmembers cachedgroupmembers_4  (cost=0.42..1.67 rows=21 width=8) (actual 
time=0.011..0.290 rows=969 loops=134)
   Index Cond: ((memberid = principals_1.id) AND 
(disabled = 0::smallint))
   Heap Fetches: 0
   ->  Index Only Scan using acl1 on acl acl_3  (cost=0.28..1.85 
rows=1 width=4) (actual time=0.045..0.045 rows=0 loops=129788)
 

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 in your rt directory and override (duplicate 
the directory structure and file under local).


3) Use callbacks which add to the code without overriding.

4) Create an extension using the techniques above to manage the changes 
in a separate package (and possibly share with others).


Any of the above will work for making custom changes. I think an 
extension that allows you to set a preferred format via config and then 
uses that over the default in DurationAsString would be very useful. (RT 
features often begin life as extensions, then get pulled into core.)


On 2/1/16 3:17 PM, Matt Zagrabelny wrote:

On Mon, Feb 1, 2016 at 2:08 PM, Keith Creasy  wrote:

I do see in the code how to display the TimeLeft in minutes. Now I wonder if I 
want to modify the file in ./share/html/Elements/RT__Ticket/ColumnMap.

I wouldn't.

Should this be done in a local callback?

This is what I'd do.

-m

-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany  March 14 & 15, 2016



-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany  March 14 & 15, 2016


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 user/group.


In addition, the generated Makefile has a 'make fixperms' target that 
will reset permissions on your RT directories to what it thinks they 
should be.


Sometimes getting the user/group and permissions correct can make 
FastCGI happy.


On 2/2/16 11:22 AM, Joseph Mays wrote:
Here’s what I get in the logs when try to pull an info.php from the 
website


Why would you think that is a reasonable thing to do?  I would hope 
that would NOT work on any normal RT installation.


I don't know why I wrote that, it was a year ago, but I think I just 
put in info.php as a brain misfire or something. Certainly info.php 
was not installed on the site. Regardless, it was trying to start the 
rt-server, as it is now under a completely new freebsd, apache and rt 
installation (when I assure you I am still not trying to pull 
info.php) and the error is the same.



-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)

* Hamburg Germany  March 14 & 15, 2016



-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany  March 14 & 15, 2016

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, I think you found the right section of the code. I think 
the best approach would be to add some column maps with the formats you 
want. The process to do that is documented here:


https://bestpractical.com/docs/rt/4.2/customizing/search_result_columns.html

Good luck!
Jim

On 2/1/16 1:06 PM, Keith Creasy wrote:

Well, no definitive response on this. Does anyone from Best Practical even read 
these?


I can probably fix the problem is someone can just point me to where it should bee fixed. 
Basically I want Time Estimated, TimeWorked, and TimeLeft to always be in hours both for 
entry and for display in searches, charts, and tickets. Years, months, and days are 
irrelevant for our purposes. I don't think specific test criteria is necessary, the 
problem is plain if you just create a search with the three fields in question displayed. 
The same for charts and TimeWorked. I just created a chart that requested a summary  of 
time worked and got "3m 5d 4h" which is pretty meaningless, especially since 
several people have applied tie worked to the tickets.


Thanks in advance for any assistance.

Keith

-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Sent: Tuesday, January 26, 2016 3:37 PM
To: Keith Creasy
Subject: Re: [rt-users] Time left... RE: Display time worked in search results 
in hours only

On Tue, Jan 26, 2016 at 2:31 PM, Keith Creasy  wrote:

That is strange. They are converting somewhere.

I wish all these columns would respect the user settings, minutes or hours. If 
you give time left a value of 100 hours the search displays 4 days which is not 
all all what we want. Either minutes or hours would work though we prefer hours.

Perhaps file a bug report with definitive failure test cases.



-m


-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Sent: Tuesday, January 26, 2016 2:39 PM
To: Keith Creasy
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time left... RE: Display time worked in search
results in hours only

On Tue, Jan 26, 2016 at 12:17 PM, Keith Creasy  wrote:

OK, I see that I made a mistake in the subject line.

I mean "Time Left" as in the body and not "Time Worked" as in the subject.

It is strange. I put the three fields into the display of a search.
Only "Time Left" is displayed in hours, the other two fields (Time
Worked and Time Estimated) show up in minutes. Looking at the column
map:

 TimeWorked => {
 attribute => 'TimeWorked',
 title => 'Time Worked', # loc
 value => sub { return $_[0]->TimeWorkedAsString }
 },
 TimeLeft => {
 attribute => 'TimeLeft',
 title => 'Time Left', # loc
 value => sub { return $_[0]->TimeLeftAsString }
 },
 TimeEstimated => {
 attribute => 'TimeEstimated',
 title => 'Time Estimated', # loc
 value => sub { return $_[0]->TimeEstimatedAsString }
 },

And here's the code for displaying the time:

sub _DurationAsString {
 my $self = shift;
 my $value = shift;
 return "" unless $value;
 if ($value < 60) {
 return $self->loc("[quant,_1,minute,minutes]", $value);
 } else {
 my $h = sprintf("%.2f", $value / 60 );
 return $self->loc("[quant,_1,hour,hours] ([quant,_2,minute,minutes])", 
$h, $value);
 }
}

Here are the ticket values:

Estimated: 16.7 hours (1,000 minutes)
Worked: 10 hours (600 minutes)
Left: 8.3 hours (500 minutes)

And here is what is displayed in the search:

1000
600
8 hours

Something seems to be amiss with _DurationAsString.

-m


My version is 4.2.7


-Original Message-
From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Sent: Tuesday, January 26, 2016 12:47 PM
To: Keith Creasy
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Display time worked in search results in
hours only

Hi Keith,

On Tue, Jan 26, 2016 at 11:29 AM, Keith Creasy  wrote:

Hi. I’m going to try this but so far I’ve gotten little or no
response to anything I’ve asked.

What version of RT are you running?


It appears that if you put the “Time Left” field in a search result
it tries to convert to days, which in our case is just confusing as
we are tracking actual work hours and not calendar time.

Are you talking about a query predicate or the formatting of the displayed 
results?

I'm running 4.2 and did a quick test and the displayed "Time Worked"
was in minutes.

-m

-
RT 4.4 and RTIR Training Sessions
(http://bestpractical.com/services/training.html)
* Hamburg Germany  March 14 & 15, 2016

-
RT 4.4 and RTIR Training Sessions 

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.:


https://metacpan.org/pod/RT::Extension::AdminConditionsAndActions

And it's worth installing that extension if you'll be working with 
custom conditions and actions because it makes it much easier to manage 
them.


And if you're thinking about releasing it as an extension, this will get 
you started:


https://bestpractical.com/docs/rt/4.2/writing_extensions.html

Good luck.
Jim

On 1/28/16 1:26 PM, Matt Wells wrote:
Hi all, so I have some things work on this.  I'm wondering if anyone 
can help me with the last part.  I really can't thank you guys enough 
for any help you can give.


So I have a custom scrip that's working if I run it maually but 
getting it through RT is causing issues.  So this is what I've got.

Condition: On Create
Action: User defined
Template: Blank

Custom condition:
return 0;

Custom action preparation code:
my $ticket = $self->TicketObj;
my $subject = $Tickets->Subject;
my $name = $requestor;
my $queue = $queue
system('/usr/bin/perl /opt/rt4/lib/RT/Action/DataDogEvent.pm $name 
$ticket "$subject" $ queue');

return 1;

Custom action commit code:
return 0;

The Script that's getting called.
/opt/rt4/lib/RT/Action/DataDogEvent.pm
#!/usr/bin/perl

use strict;
use warnings;

use WebService::DataDog;
use Try::Tiny;
use Data::Dumper;

my $datadog = WebService::DataDog->new(
api_key => '123apikey',
application_key => '123appkey',
verbose => 0, # Enable this for debugging output
#verbose   => 1,
);

my $event = $datadog->build('Event');
my $event_list;

my $name   = $ARGV[0];
my $ticket = $ARGV[1];
my $subject = $ARGV[2];
my $queue = $ARGV[3];

# Post a new event to stream
$event->create(
title => "$name - $ticket",
text  => "$subject",
tags => ['NOCRT', "$queue"],

);


On Mon, Jan 25, 2016 at 1:32 PM, Matt Wells > wrote:


Has anyone ever attempted to integrate RT with DataDog and it's
web api or configurations?
I've seen some integrations with "SendNagiosAlert" but was
wondering if anyone had done something similar with DataDog?  I'm
starting to play with it now using this -

http://search.cpan.org/~jpinkham/WebService-DataDog-0.9.0/lib/WebService/DataDog.pm






--
Matt Wells
Chief Systems Architect
RHCA, RHCVA - #110-000-353
(702) 808-0424
matt.we...@mosaic451.com 
 Las Vegas | Phoenix | Portland Mosaic451.com
CONFIDENTIALITY NOTICE: This transmittal is a confidential 
communication or may otherwise be privileged. If you are not intended 
recipient, you are hereby notified that you have received this 
transmittal in error and that any review, dissemination, distribution 
or copying of this transmittal is strictly prohibited. If you have 
received this communication in error, please notify this office, and 
immediately delete this message and all its attachments, if any.


















-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany — March 14 & 15, 2016



-
RT 4.4 and RTIR Training Sessions 
(http://bestpractical.com/services/training.html)
* Hamburg Germany — March 14 & 15, 2016

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 rt-fulltext-indexer it fails again at the next 
number of attachment : 602621 !


So this was clearly not the solution. But now I have not idea of what 
is the problem.


Any clue or help is greatly appreciated.
Thanks and have a good day,
Elisabeth



*De: *elif...@free.fr
*À: *rt-users@lists.bestpractical.com
*Envoyé: *Jeudi 21 Janvier 2016 15:57:08
*Objet: *fulltext index update failure (RT 4.2.12)

Hello,

We have juste upgraded our RT this morning to version 4.2.12 (from
4.2.6) and MySQL to 5.6 (from 5.5) in order to implement the full
text indexing.

It works, but when running /appli/rt4/sbin/rt-fulltext-indexer to
update the table AttachmentsIndex, it stops with an error :

extract from the log file :

Jan 21 14:50:01 helpdesk.inria.fr CRON[9668]: (root) CMD
(/appli/rt4/sbin/rt-fulltext-indexer --quiet)

Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st
execute failed: MySQL server has gone away at
/appli/rt4/sbin/rt-fulltext-indexer line 216.
Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] DBD::mysql::st
execute failed: MySQL server has gone away at
/appli/rt4/sbin/rt-fulltext-indexer line 222.
Jan 21 14:50:03 helpdesk.inria.fr RT: [9669] Attachment 602620
cannot be indexed: MySQL server has gone away at
/appli/rt4/sbin/rt-fulltext-indexer line 254.

The result is that new attachments are not indexed.

I don't know what to do : should I just shred the attachment
602620 ? Is this at risk ?

Thanks a lot for your help,
Elisabeth














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, and use rt-serialize to create a backup of the DB.
The mason cache is cleared by cron every morning at 2am, and this script runs 
at 3am.
External services then send everything to cloud storage once it's collected 
into /backup.

I'm not sure how reliable the return code-based error checking is, so there's 
log collection services that check the serializer log on their own.

I'm open to suggestions. Hope the attachment goes through.

-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Matt Zagrabelny
Sent: Monday, December 14, 2015 4:44 PM
To: Boris Epstein 
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] ways to backup RT 4

Hi Boris,

On Mon, Dec 14, 2015 at 3:35 PM, Boris Epstein  wrote:

Hello listamates,

Is there a way - by way or a script of plugin/extension of some sort -
to back up the RT DB and configuration/custom images, etc. in one fell swoop?

I'm not aware of any "one ring to rule them all" backup utility for RT. The 
training docs from BP reference:

DB backups (mysql, pg, whatever)
/opt/rt4, except /opt/rt4/var/{mason,session}_data /etc/aliases
/etc/apache2
wherever your cronjobs live
fetchmail config / mail relay config /etc

-m



ARDEN
A Global Company
Celebrating over 50 years of making your life more comfortable!

This message may contain confidential and/or privileged information. If you are 
not the addressee or authorized to receive this for the addressee, you must not 
use, copy, disclose, or take any action based on this message or any 
information herein. If you have received this message in error, please advise 
the sender immediately by reply e-mail and delete this message.

This OUTBOUND E-mail and Document(s) has been scanned by an Antivirus Server.




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 sides.


* If some users have access to both, you can put links to mirrored 
tickets in the Links section.


* You can create a menu action that says "Send to other RT" and copy all 
of the key metadata from instance 1 and creating a new ticket in instance 2.


* If you want the full transaction history to be copied, it's more involved.

* If you want the tickets to talk to each other and keep everything in 
sync it can get much more involved (think every CF update needs to be 
sync'd, etc.).


Best Practical has done variations on all of these for customers in the 
past. The depth of the integration really depends on the use cases. Let 
us know if you think we could help.


Jim

On 12/9/15 3:21 PM, Matt Brennan wrote:

Good Day,

  We currently run RT for a number of internal teams (Helpdesk, 
NetOps, System Ops, Marketing Ops, Sales Ops). Our customer support 
team wants to migrate off of Zendesk to RT, however they want their 
own independent instance (because they want to be root on it).


  One requirement, however, is that we can transfer tickets between 
queues that are on separate instances. I don't see any way to do this, 
however it seems it may be possible through the API.


  Has anyone seen anything like this done before?

Thanks
-Matt




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: 'https://rt.myrtsrv.com/REST/1.0/edit',


Maybe call new instead of edit?

https://rt.myrtsrv.com/REST/1.0/ticket/new



Thanks, Jim. I should have checked the wiki. Progress, but now the server 
replies

 RT/4.2.3 200 Ok

 # Could not create ticket.
 # Could not create ticket. Queue not set

The user has all 'Modify' rights on the queue directly, not through a group. I 
can tell that RT is consuming all the headers because RT logs the 'Starts' and 
'Due' fields.

Any suggestions appreciated.


Confirm the queue name in the call is exactly the same as the queue name 
in RT. Also try running it with SuperUser rights. If it works you know 
it's a rights issue and can focus there (confirm SeeQueue, CreateTicket, 
etc.).


--

--
RT Training - Boston, September 9-10
http://bestpractical.com/training


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?

https://rt.myrtsrv.com/REST/1.0/ticket/new


--

--
RT Training - Boston, September 9-10
http://bestpractical.com/training


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, but it wasn't clear if the aliases you
create in /etc/aliases had to match usernames set up in RT.


rt-mailgate doesn't deliver to RT Users, it delivers to RT Queues, so
there's absolutely no connection between user accounts in RT and
aliases used to execute rt-mailgate or mailbox names used in say
fetchmail that then execute rt-mailgate or the myriad of other ways
rt-mailgate is executed.


Adding to what Kevin said, you can configure incoming email addresses 
for the entire RT in RT_SiteConfig.pm:


http://bestpractical.com/docs/rt/latest/RT_Config.html#CorrespondAddress-CommentAddress

You can configure email addresses assigned to individual queues on the 
queue configuration page:


Admin  Queues, then click on a queue.

But as Kevin said, rt-mailgate handles delivery. These settings are to 
make sure the From on outgoing mail is set so requestors can reply back.



--

--
RT Training - Boston, September 9-10
http://bestpractical.com/training


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 ) {
my( $st, $msg ) = $self-Ticket-AddCustomFieldValue(
Field = $CFName,
 Value = $DefaultValue,
 RecordTransaction = 1 );
}

Subject: Auto-Close Warning: {$Ticket-Subject}


I think your issue is after the 'unless' where you're calling Ticket on 
$self. In templates the ticket object is available as just $Ticket as in 
the Subject line above. Try switching your $self-Ticket to $Ticket 
anywhere you're calling $self in the template.


More docs on templates are available here:

http://bestpractical.com/docs/rt/latest/customizing/templates.html

You'll also need to put that initial code in some curly braces { } 
inside the template. More info here:


https://metacpan.org/pod/Text::Template

--

--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


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 tables as of MySQL 5.6:

http://dev.mysql.com/doc/refman/5.6/en/fulltext-search.html

MySQL 5.6 was released initially in 2011, and fully in February of
2013, just over a year ago.  I think it's safe to say that it's stable
at this point.

Has there been any development towards using the build-in MySQL
full-text indexing for RT?



From what I can see there, the native full-text indexing still doesn't 
support BLOBs, which is a key blocker as Tom has mentioned:


http://www.gossamer-threads.com/lists/rt/users/114057#114057


--

--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training


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 noted in the docs, you can 
set this in individual preferences or in the main RT_SiteConfig.pm, so 
you can test it easily by changing the user preference and re-checking 
your ticket.


http://bestpractical.com/docs/rt/latest/RT_Config.html#MaxInlineBody

--



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 making the connection
from the requester to the asset.  I am hoping somebody can give me an
idea how to proceed.


If you're working with the new RT-Extension-Assets release candidate 
mentioned here:


http://blog.bestpractical.com/2013/09/rt-420rc5-released-assets-extension.html

then there are a few ways. The easiest is to search for the asset first. 
Then from the asset display page the Actions menu has a Create linked 
ticket action that will handle the linking.


If you already have a ticket, you can go to the links page and in Refers 
To (or other) type asset:4 and it will link to asset with the id 4.


As for connecting the requestor to the asset, they will likely have a 
role on the asset like Held By. If you add the UserAssets portlet to 
the User Summary page, the assets will show up there. Details on this 
config are in the README.


We'll have more docs when the official release comes out.


--



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 to name it?

Are there any substantial docs?


Look in the Callbacks section here:

https://github.com/bestpractical/rt/blob/4.0/writing-rt-extensions-doc/docs/writing-extensions.pod


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] [Thu Oct 10 03:30:02 2013] [critical]: Can't locate object
method IsInactive via package default (perhaps you forgot to load
default?) at
/opt/rt4/local/plugins/RT-Extension-RepeatTicket/lib/RT/Extension/RepeatTicket.pm
line 467. (/opt/rt4/lib/RT.pm:391)
Can't locate object method IsInactive via package default (perhaps
you forgot to load default?) at
/opt/rt4/local/plugins/RT-Extension-RepeatTicket/lib/RT/Extension/RepeatTicket.pm
line 467.


Any ideas on a quick hack to fix?  Can I just change IsInactive to
is_inactive?  Or perhaps remove the ! and change to IsActive.


Lifecycle now needs to be LifecycleObj for 4.2.

I just uploaded a new version of RepeatTicket to cpan (0.05). It might 
take a bit to become available. Can you try with the new version?


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 post coming out soon.


--


--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training


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
 groupings (Basics, Dates, People, Links, etc.)


You can see some docs here:

http://bestpractical.com/docs/rt/4.2/RT_Config.html#CustomFieldGroupings

All of the 4.2 docs have been published on bestpractical.com to make it 
easier to find information on new features. The docs are included in the 
4.2 distribution as well.


We'll also have a blog post on the new custom field groups coming soon.

--



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
http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind, which we
downloaded and modified for our purposes. We have several cron jobs
which use it to nag/notify owners, requestors, and managers (hourly,
daily, or weekly, depending on the situation). Not optimal, but it has
worked for us.

Jim

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Craig Ringer
Sent: Sunday, July 28, 2013 11:04 PM
To: RT users
Subject: [rt-users] Sending notification / alert mails without creating
comments

Hi all

I've been trying to do something that I expected to be simple with RT:
Send reminders to subscribers on a ticket *without* creating any comment
or correspondence on the ticket. Send an email silently, in other words.

It turns out that much of RT::Action::SendEmail expects to have a
current transaction and crashes ungracefully if there isn't one - it
doesn't test to see if it gets a value for TransactionObj, but it fails
at several points if the transaction is undef. It doesn't really seem to
provide a way to tell it what group(s) you want notified except by
examining the transaction either.

I can write a completely separate action to do the job but I'll have to
duplicate much of the code in RT::Action::SendEmail to do so, and that
seems like a maintenance nightmare. The module isn't easily extended by
a subclass in this way because many of the interesting bits are in the
Prepare method anyway.

How do others handle sending reminders and alerts, like SLA reminders?
Do you just live with the annoying comment spam in tickets? Send mail
directly, bypassing most of RT's mail handling code?


I'm trying to find a way to reduce the amount of code duplication I need
to do to send mail that's consistent with how RT expects other outbound
mail to look - appropriate headers, etc.

RT::Action::SendEmail::SendMessage(...) has the comment TODO: Break
this out to a separate module in master and has had for a very long
time. Willing to consider a patch that does so and tries to split
RT::Action::SendEmail up into smaller, more easily wrapped/overridden
methods too?
--
  Craig Ringer http://www.2ndQuadrant.com/
  PostgreSQL Development, 24x7 Support, Training  Services



--



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 exhaustive, but does cover the basics.




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 suggests using MariaDB, but I installed the latest MySQL
for Enterprise Linux 6.

The procedure has worked perfectly, except for Step 5.1 where it says to
modify parameters in:
/etc/my.cnf.d/server.cnf

This file does not exist anywhere on the system.  Does anyone know of an
equivalent file, or a place to add the specified parameter settings?


Check for /etc/my.cnf which is the MySQL config file.


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 out of 68.
So now I get to rebuild the RT configuration again (not that bad).
The command I'm using to backup my RT databases is:
mysqldump -u root -pPASSWORD --result-file=G:\BACKUPS\RT-DATE.sql
Is this how the database should get backed up? Why did it only back up
some tables but not all? I've already got one RT system with a borked
database I haven't been able to get help with yet. With the scale of the
one I'm going to be launching I CANNOT afford for backups/restores to
not work.


There are docs on backups here that might help:

http://bestpractical.com/rt/docs/latest/backups.html

Those dump just the RT database.

Also, maybe show the command you used to restore from the backup? Any 
errors during the dump or restore?



--
RT Training in Seattle, June 19-20: http://bestpractical.com/training


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;
next unless $attr-Content-{'repeat-enabled'};
# Just enabled
warn Ticket with recurrence enabled:  . $attr-Object-id;
next if $args{ticket}  $args{ticket} != $attr-Object-id;

But it's even easier to do as Ruslan suggested and create a new ticket 
search, click Advanced, paste:


HasAttribute = 'RepeatTicketSettings'

click Apply, then Show Results.



--
RT Training in Seattle, June 19-20: http://bestpractical.com/training


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 repeat, please clarify if something wrong
in my concept. Thanks.


You're correct, the initial ticket doesn't record a link to itself which 
would allow you to search on it. To track down the repeating tickets 
that haven't repeated yet, look at the code in the rt-repeat-ticket 
script you schedule in cron. It looks for all tickets with attribute 
'RepeatTicketSettings'. You could just put a debug statement in that 
script to print the ticket id of each ticket, then run the script.



--
RT Training in Seattle, June 19-20: http://bestpractical.com/training


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 this, please advise.


Each ticket created in the recurrence should have a custom field called 
Original Ticket with the id of the ticket that controls the recurrence. 
Maybe you didn't run the 'make initdb' step when installing to create 
the custom field?




--
RT Training in Seattle, June 19-20: http://bestpractical.com/training


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 Roosakos wrote:

I'm playing around with the rt-client ruby gem, and running into some
difficulty.  After adding to my rails app and creating a .rtclientrc
file in my project directory, I can successfully access the objects and
methods in the console using RT_Client.new.

rt = RT_Client.new

rt.user
= peter

returns my user name, so it's successfully accessing the configuration
options in my config file.

rt.status
= RT/3.8.7 200 Ok\n\n# Invalid object specification:
'index.html'\n\nid: index.html\n\n

it appears that credentials aren't being passed?

rt.cookie
returns the contents of the cookie file, which is being created and can
be found in the correct specified directory as per the .rtclientrc file.

rt.server
= https://myserverdomain.com/rt/

and going directly to

https://myserverdomain.com/rt/REST.1.0/ticket/1/show?user=usernamepass=password


Using the same username and password successfully displays the first
ticket, so my credentials are correct

I'm on Ruby 1.9.3-p286

Any thoughts on what I might be missing?  Using the latest gem, 0.4.1




--



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 Kirby wrote:

I have a extension installed to allow a template to create linked tickets in 
certain situations.

Everything seems to work great except the query tool does not recognize the 
tickets in the queue.

If I go into the parent and see the children and vice versa. If I use the 
ticket number all is good

It just does not show up in any of the reports when selected. This is not an 
issue when I manually create the link ticket.

I am 4.0.6 and here is the template I am using the following template with a 
script that has the action of create tickets using this template.

If I am missing a line or a command that is causing the queue to not be visible 
please advise.

===Create-Ticket: Financial Aid and Scholarships - Referral
Subject: Financial Aid and Scholarships - Referral has been requested from a Phone 
request for {$Tickets{'TOP'}-Subject}
Referred-To-By: {$Tickets{'TOP'}-Id}
Queue: Financial Aid and Scholarships - Referral
InitialPriority: 99
FinalPriority: 99
Requestor: {$Tickets{'TOP'}-RequestorAddresses}
Type: approval
Content: This request is a referral from a phone customer for Financial Aid and 
Scholarships. The initial ticket has been closed but linked to this ticket for 
any pertinent information
ENDOFCONTENT

Thanks

Joe

Also: Note to Rus. I am having the Commandbymail extension added this coming 
week. Thank you very much for the suggestion


Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT)
Support Response -   http://www.umbc.edu/doit
Administration 627
Office - 410-455-3020
Email - ki...@umbc.edu



--



[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 administrators who 
maintain RT or power users who are responsible for its care and feeding 
locally. There are also questions about using RT and new features you'd 
like to see. We're interested in a range of responses so please feel 
free to forward to anyone else who maintains or is an active user of RT.


Thanks!
___
rt-announce mailing list
rt-annou...@lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce


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 unread 
messages.


To see it in a ticket list somewhere in RT at a glance, click on Edit 
for the section you want (e.g., 10 highest priority tickets I own). In 
the Display Columns section, add UpdateStatus to the shown columns. That 
will work in conjunction with ShowUnreadMessageNotifications and show 
you new messages. You can click the link at the top of the ticket 
display page to clear the unread messages for a given ticket.



On 12/29/12 8:24 AM, decenter decenter wrote:

Hello,

When a new ticket is created, I can see that in RT. But then if a new reply
or correspondence comes to that ticket, it is not getting highlighted (but
I can see the new correspondence in the ticket). Any solution?

Regards,



--



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. Ticket
has been created, but in web interface I do not see message body.
Automatic e-mail that informs tech support workers contains message
body of the original request, as inserted with $Transaction-Content()
in the template.

When i click on download/untitled in message history i see text of
original e-mail:

--
body lang=EN-US link=blue vlink=purple
div class=WordSection1
p class=MsoNormalDear Sir or Madam,o:p/o:p/p
p class=MsoNormalo:pnbsp;/o:p/p
p class=MsoNormalBlahblahblahblaho:p/o:p/p p
class=MsoNormalo:pnbsp;/o:p/p p class=MsoNormalS
Poštovanjem,o:p/o:p/p p class=MsoNormalo:pnbsp;/o:p/p
--

So far I noticed this for one request only. Any ideas why is this
happening, and how to prevent it?

Thank youn in advance,

Marko

We're hiring! http://bestpractical.com/jobs



--


We're hiring! http://bestpractical.com/jobs


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 Centos 6.3 virtual machine with MySql ver 5.1.61,  Apache/2.2.15,
FastCGI 2.4.6, sendmail 8.14.5, Perl  5.10.1.

After upgrading, when I logon to the system as root I cannot see any tabs in
the Menu (Home, Tickets, Tools, Logged in as root) so I can't logout or
doing a search; after creating a new ticket under General queue via RT web
page, I cannot write the body of the ticket if I am root, if I am a a simple
user I can.  I try to reiniziale the database (make inizialize-database),
now I can write the issue in a new ticket if am logged as root but I still
cannot see the menu tabs.

I make also a clean RT 4.0.7 installation in the same environment and these
problems didn't happen.

What's the problem in the upgrade process?



Thank you for your attention



Francesca Del Corso



INFN Sez. Bologna

Via Irnerio 46, Bologna - Italy






Final RT training for 2012 in Atlanta, GA - October 23  24
   http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs



--



Final RT training for 2012 in Atlanta, GA - October 23  24
 http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs


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: AdminCc of CANCOM Tickets Ticket #53293:;, but there is no
recepient's email address (and postfix drops such message). Please check
your users and verifu if all of them have email address and if in your
ticket correct address is given.

On Tue, Jul 31, 2012 at 11:44 AM, Nehmer Torben torben.neh...@cancom.dewrote:


Hello,

** **

I am using RT 4 on an Debian Stable using the backports builds. On
Saturday we updated the installation to 4.0.5-3~bpo60+1 in response to the
latest security advisory. Since then, we have intermittent problems in the
mail communication originating from the RT system. Most of the mails work
fine (perhaps 99%) but a few are rejected by Postfix with this error
message:

** **

 postfix/sendmail[31546]: fatal: www-data(33): No recipient
addresses found in message header

** **

There have not been any configuration changes over the weekend except for
the RT upgrade off 4.0.5-1~bpo60+1. 

** **

Upon setting the log level to Debug I had the following case just a few
minutes ago:

** **

A new mail got in over the Mail gateway from User h.s@domain, a user
already known to RT. The ticket got created correctly in the queue *
MwStFreigabe* in question. It had no owner and h.s@domain as requestor.
In addition, the queue has a.s@domain as AdminCC configured. 

** **

Now RT fails to send both mails related to this ticket creation:

** **

First there is Scrip scrip 4, which is configured as “On Create, Notify
AdminCcs with Global Template Transaction during TransactionCreate”, there
is nothing user defined beyond this. 

** **

The template Transaction is of Type Perl and looks like this:

** **

RT-Attach-Message: yes

** **

** **

{$Transaction-CreatedAsString}: Anfrage {$Ticket-id} wurde verändert.***
*

Transaktion: {$Transaction-Description}

  Bereich: {$Ticket-QueueObj-Name}

  Betreff: {$Transaction-Subject || $Ticket-Subject || (No subject
given)}

 Besitzer: {$Ticket-OwnerObj-Name}

 Klienten: {$Ticket-RequestorAddresses}

   Status: {$Ticket-Status}

Priorität: {$Ticket-Priority}/{$Ticket-FinalPriority}

Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id} 

** **

** **

{$Transaction-Content()}

** **

The mail doesn’t get sent with the error above. RT logs this (some
messages about skipped scripts skipped for brevity), the transaction in
question was the 964235 on Ticket 53293:

** **

[Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of
ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)

[Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x7fcf305d8918), id 964235
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)

[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients
are  (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)

[Tue Jul 31 08:47:07 2012] [debug]: Subject:
=?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
**

=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=

From: The RT System itself via RT queue@domain

Reply-To: queue.rt@domain

In-Reply-To: 

References: RT-Ticket-53293@domain

Message-ID: rt-4.0.5-31511-1343724427-334.53293-4-0@domain

Precedence: bulk

X-RT-Loop-Prevention: CANCOM Tickets

RT-Ticket: CANCOM Tickets #53293

Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)

Bcc: a.s@domain

To: AdminCc of CANCOM Tickets Ticket #53293:;

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset=utf-8

X-RT-Original-Encoding: utf-8
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)

[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc:
line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)

[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for
attribute creation
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)

[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients
are a.s@domain(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)


[Tue Jul 31 08:47:07 2012] [debug]: Subject:
=?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=**
**

=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=

From: The RT System itself via RT queue@domain

Reply-To: queue@domain

In-Reply-To: 

References: RT-Ticket-53293@domain 

Message-ID: rt-4.0.5-31511-1343724427-334.53293-4-0@domain 

Precedence: bulk

X-RT-Loop-Prevention: CANCOM Tickets

RT-Ticket: CANCOM 

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 return 3single
carriage return 4single carriage return

Owner of ticket replies via email (plain text) and this is what is
displayed in RT web interface:

RT-Message-ID:rt-4.0.5-20393-1338999797-1708.19249-...@rt.asdf.com



Content-Length: 707


1 2 3 4


The email I get in Outlook looks like this (in RT it looks fine):

1double carriage return

2double carriage return

3double carriage return

4double carriage return

If I reply back RT will now have the double CR.  If ticket owner
replies I will see triple CR's.  Rinse repeat and the CR's grow and
grow.

I have queried the list and found a previous patch that requires
the X-Mailer header.   New versions Exchange do not send X-Mailer.
We changed EmailerParser.pm to force all messages through the
RescueOutlook code.   Unfortunately it did not fix anything.


In addition to stripping the X-Mailer header a lot of newer
exchanges are forcing a base64 transfer encoding.  That will prevent
Rescude code from ever working.  There's a branch to work on this,
but I'm not sure of the status.


The branch is up and waiting on some testing in the wild with 
Outlook/Exchange that exhibits the issue:


https://github.com/bestpractical/rt/tree/4.0/base64-in-rescue-outlook

Would love some additional testing and feedback.

Jim

--



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

2007-05-30 Thread Jim Brandt

I think the confusion is the two modes. The link I originally sent:

http://lists.bestpractical.com/pipermail/rt-devel/2006-September/008882.html

is a fix for multiple lines provided on the command-line without 
invoking an editor.


The item in the post below addresses multiple lines when using the 
editor (the -e). In that case, you just need to indent the lines after 
the first.


Jim

Dmitri Tikhonov wrote:

Hi Torsten,

this has been discussed a while back:

http://lists.fsck.com/pipermail/rt-devel/2006-May/008448.html

  - Dmitri.

Ham MI-ID, Torsten Brumm wrote:

Hi RT Users,

again a question/problem with RT CLI, again mulitple lines. I’m trying 
to create a ticket in interactive mode (-e) with more then one line of 
text.


 

I’m using this: /opt/rt3/bin/rt create -t ticket -e set subject='TEST 
30.5.2007 from CLI' and this brings me to the Editor:


 


# Required: id, Queue

 


id: ticket/new

Queue: General

Requestor: root

Subject: TEST 30.5.2007 from CLI

Cc: [EMAIL PROTECTED]

AdminCc:

Owner: root

Status: new

Priority: 50

InitialPriority: 20

FinalPriority: 90

TimeEstimated:

Starts: 2007-05-30 08:05:29

Due: 2007-05-31 08:05:29

Text: ONE LINE

 

In this case, with one line it works well, but if I try to set another 
line (CR/LF) it brings this:


 


# Please resubmit with errors corrected.

 


--

 


# Syntax error.

 


id: ticket/new

Queue: General

Requestor: root

Subject: TEST2 30.5.2007 from CLI

Cc:

AdminCc:

Owner:

Status: new

Priority:

InitialPriority:

FinalPriority:

TimeEstimated:

Starts: 2007-05-30 08:08:12

Due: 2007-05-30 08:08:12

Text: LINE 1 and RETURN after


 Line2


Line3

 


I have checked the rt cli tool for this hint from Philip klime I think:

 


 --- bin/rt  2006-09-28 08:53:43.0 -0400



 +++ /opt/rt3/bin/rt 2006-09-25 10:48:09.0 -0400



 @@ -388,7 +388,7 @@



  elsif (/^set$/i) {



  my $vars = 0;







 -while (@ARGV  $ARGV[0] =~ /^($field)([+-]?=)(.*)$/xms) {



 +while (@ARGV  $ARGV[0] =~ /^($field)([+-]?=)(.*)$/) {



  my ($key, $op, $val) = ($1, $2, $3);



  my $hash = ($op eq '=') ? \%set : ($op =~ /^\+/) ?



 \%add : \%del;


 


The line looks correct.

 

Any ideas? How do you use the RT CLI with more then one line of text? 
Do I something wrong?


 


Thanks

 


Torsten



___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy 
a copy at http://rtbook.bestpractical.com


--
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 with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


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

2007-03-09 Thread Jim Brandt


I haven't seen this discussed on the list, so in the midst of our mad 
scrambling to make sure we're ready for the new US DST rules I thought 
I'd ask:


Any issues with DST and RT?

I'm assuming RT itself will be fine as long as you have updated the OS 
on the server it's running on and taken 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 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 with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


Re: [rt-users] Google Summer of Code

2007-03-01 Thread Jim Brandt
Some of these already mentioned, and I'm sure some are not necessarily 
appropriate for SoC projects. Not listed in any order:


* more reporting;

* a SOAP interface;

* Perforce integration similar to the svn integration;

* an ITIL version of RT that maps all labels and functionality to 
recommended ITIL best practices. I know there was some discussion on the 
list a while back about an ITIL/RT interest group and maybe they could 
help spec this out;


* reminders for groups;

* 'smart' ordered priority lists such that you could take ten tickets, 
prioritize them 1 to 10, and they would automatically re-sort when a 
ticket was resolved or when one was re-prioritized.


* maybe a documentation project to:
  - flesh out docs for the new features in 3.6.*;
  - clean-up and augment the wiki;
  - capture some of the FAQs from the users list create full 
explanations on the wiki;




Jim



Jesse Vincent wrote:
I'd love to submit RT to Google's Summer of Code this summer.  It's 
probably time to start brainstorming projects.


What would you like to do/see done as part of a RT summer of code project?

Jesse




___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


--
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 with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


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

2006-12-06 Thread Jim Brandt

Torsten,

I used the following modules that you'll need to install from CPAN:

* HTML::CalendarMonth (I think this has some dependencies like 
HTML::Element, etc. Just follow them and install all dependencies.)


* Date::Calc

Also, I should mention I got this working on 3.6.1. I think it could 
work in 3.4.5, but the Tools menu is different so you'd need to make 
some changes.


Let me know if I left anything else out.

Jim


Torsten Brumm wrote:

Hi Jim,

sounds good to me a Calendar per Queue base, tried yours but got the 
following error:


Error during compilation of /opt/rt36/local/html/Tools/Calendar/Calendar:
Can't locate HTML/CalendarMonth.pm in @INC (@INC contains: 
/opt/rt36/local/lib /opt/rt36/lib 
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi 
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 
/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 
/usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 
/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 
/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi 
/usr/lib/perl5/5.8.6 .) at /opt/rt36/local/html/Tools/Calendar/Calendar 
line 9, GEN35 line 40.
BEGIN failed--compilation aborted at 
/opt/rt36/local/html/Tools/Calendar/Calendar line 9, GEN35 line 40.



I think there are some missing files?!?

Thanks

Torsten

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
was to have a few designated queues set up as the maintenance queues.
You'll see these hard-coded in the example. My thought was to make them
a config option eventually.

I installed the attached code under /opt/rt3/share/html/Tools so my
Tools page has a menu with Offline, Reports, and Calendar.

It's a bit ugly, but it works. Hope it helps.

Jim

Roedel, Mark wrote:
  It occurred to me last night that it'd be useful sometimes to have a
  calendar display with ticket on it according to their due
dates.  Before
  I start hacking on something myself, is that something that anybody's
  already attempted?
 
  --
  Mark Roedel
  Senior Programmer / Analyst
  LeTourneau University
  Longview, Texas  USA
  ___
  http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
 
  Community help: http://wiki.bestpractical.com
  Commercial support: [EMAIL PROTECTED]
mailto:[EMAIL PROTECTED]
 
 
  Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
  Buy a copy at http://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]
mailto:[EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com





--
MFG

Torsten Brumm

http://www.torsten-brumm.de


--
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 with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


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

2006-08-31 Thread Jim Brandt


Is there any way to pass in a new line character via the CLI? I'm trying 
to put one in the text field with 'create' and straight in with a 'comment'.


An actual return confuses the shell, and everything else I tried is 
translated literally. \n and br / both just showed up that way 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://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] CLI Question: Set dependson value via CLI?

2006-08-22 Thread Jim Brandt


I've searched and played around with the CLI interface but I can't find 
a way to set or modify items in the 'Links' section, specifically 
depends on or is depended on by.


Am I just missing something?

I'm attempting to script some actions against RT and my next step to add 
the depends 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


___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


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

2006-08-10 Thread Jim Brandt

Joop van de Wege wrote:


I read somewhere that Apache::Session could be the culprit. So I upgrade
the rt-3.6.1 perl instance Apache::Session to 1.81. Did apache stop,
cleaned mason-cache, apache start and tried to login, got the Home page
and clicked Home again-- no loginbox  ;-))) yeah.



For my system, CPAN told me I was OK on Apache::Session at version 1.81
and the change log didn't show any changes. I asked for updated modules
and it showed two new ones:

cpan r


Package namespace installedlatest  in CPAN file
Apache::Session::Generate::ModUniqueId  0.01  0.02
MIYAGAWA/Apache-Session-Generate-ModUniqueId-0.02.tar.gz
Apache::Session::Generate::ModUsertrack  0.01  0.02
MIYAGAWA/Apache-Session-Generate-ModUsertrack-0.02.tar.gz

Strangely, if you look at http://search.cpan.org under Apache::Session,
it still shows these two modules at 0.01, even though 0.02 appears to
have been uploaded years ago. You can see version 0.02 by going to them
directly. The strange thing is that the only things listed in the change
log is a syntax error...

I ran the install for these two modules but I'm not sure it changed
anything.

If I quit the browser I consistently get prompted twice (login, click a
link, login again, then no more logins), sometimes three times.
If I keep the browser running and use just the 'Logout' button, it only 
get prompted once, so logout/login appears to work correctly.


Anyone else have luck with an Apache::Session upgrade fixing 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 hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com


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

2006-08-09 Thread Jim Brandt


I installed the 3.6.1 upgrade with great anticipation, fired up the 
server, logged in, clicked on a link...and logged in again.


For me, looks like multiple logins are still not squashed. Details:

Mac OS X 10.4 server
perl 5.8.6
apache
Oracle 9i
using LDAP integration

Install history:

* had 3.4.5
* upgraded to 3.6.0
* upgraded to 3.6.1rc2 #Thought maybe that would fix the login
* upgraded to 3.6.1

Did I mess things up by running one of these upgrades? Should I run a 
full install?


Anyone else still seeing multiple logins, or is something messed up on 
my system?


Thanks,
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 hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com