[rt-users] RT using single Office 365 account
Hello Has anyone tried this? I have done it with Google Apps and setting up aliases for each queue. Can the same be achieved with Office 365? Regards Jim
[rt-users] 3.8.2 to 4.2.3 Upgrade
Hi I am planning to upgrade our RT instance and move it to a virtual machine. As I want to keep RT downtime to a minimum, I plan to install RT 3.8.2 on the new VM, import the database and settings from the current instance and then proceed with the upgrade. Is this the best way to do it? Can you guys offer any suggestions? Regards, Jim -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] RT CLI
Hi, Does anyone know how I can show the first comment in a ticket without any of the other stuff that RT puts around it? Eg; I run rt show 14640 and I get: Date: Sat Nov 23 15:39:18 2013 From: jim.tambl...@xxx.co.uk X-Queue: INI Subject: [rt #ticket/14640] 14-11-2013 === Ticket created by jim on Sat Nov 23 15:39:18 2013 Auteuil,1,AUT Saint Malo,2,S-M Angers,3,ANG 91980: untitled (90b) === Outgoing email recorded by RT_System on Sat Nov 23 15:39:19 2013 91981: untitled (402b) What I want is: Auteuil,1,AUT Saint Malo,2,S-M Angers,3,ANG I know I can manipulate the output afterwards but was hoping rt would save me the work. Regards, Jim
[rt-users] Adding CF value to Subject
Hello, How would I go about inserting the value of a custom field to the subject line on ticket creation? Regards, Jim We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Hiding Input must match
Thanks Ruslan, my forms are looking a lot less cluttered. Regards, Jim -Original Message- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: 23 November 2012 14:28 To: Jim Tambling Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hiding Input must match On Fri, Nov 23, 2012 at 5:39 PM, Jim Tambling jim.tambl...@datatote.co.uk wrote: Hi, I have created a mandatory custom field for IP addresses. I use a regex to ensure it is a valid IP address. Is there any way of hiding the “Input must match” portion? At present my CF looks like this: Source IP Enter one value Input must match \b(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0 -9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0- 9]|[01]?[0-9][0-9]?)\b Which is a bit unsightly. Anyway to hide the regex? Use a comment in the beginning of the regexp. Take a look at how mandatory regexp looks. Regards, Jim P.S. RT 3.8.2 We're hiring! http://bestpractical.com/jobs -- Best regards, Ruslan. We're hiring! http://bestpractical.com/jobs
[rt-users] Disable Jumbo updates
Hello, Is there a way to make the Jumbo link a privileged one? So only certain users or group members have access to it? Regards, Jim We're hiring! http://bestpractical.com/jobs
[rt-users] ExternalAUth
Hi,
I am trying to get ExternalAuth against AD working on an existing RT
instance. I can successfully login using AD credentials, however I would
like to limit access by group membership. When I try to do this it
simply wont work. Attached is my RT_SiteConfig.pm (anonymized). This
config works as I have commented out the sections relevant to group
membership. Can someone point out where I'm going wrong?
Regards
Jim Tambling
Network Services
Data Tote (England) Ltd.
Set($Timezone, Europe/London);
Set($rtname, 'CGS ITC Department');
Set($Organization, 'x.xx.sch.uk');
Set($CorrespondAddress , 'rt-supp...@x.xx.sch.uk');
Set($CommentAddress , 'rt-suppor...@x.xx.sch.uk');
Set( $rtname, 'My Organization');
# THE WEBSERVER:
Set($WebDomain, 'request..com');
Set($WebPath , /rt);
Set($WebBaseURL , http://request..com;);
# The Database
Set($DatabasePassword, q{});
# MAIL CONFIG
#Set($MailCommand , 'smtp');
# You must install Plugins on your own, this is only an example
# of the correct syntax to use when activating them.
# There should only be one @Plugins declaration in your config file.
#Set(@Plugins,(qw(RT::Extension::QuickDelete
RT::Extension::CommandByMail)));
Set(@Plugins,(qw(RTx::AssetTracker RT::Extension::MandatorySubject
RT::Extension::ResetPassword RT::Authen::ExternalAuth)));
Set($ExternalAuthPriority, [ 'My_LDAP',
]
);
Set($ExternalInfoPriority, [ 'My_LDAP'
]
);
# If this is set to true, then the relevant packages will
# be loaded to use SSL/TLS connections. At the moment,
# this just means use Net::SSLeay;
Set($ExternalServiceUsesSSLorTLS,0);
# If this is set to 1, then users should be autocreated by RT
# as internal users if they fail to authenticate from an
# external service.
Set($AutoCreateNonExternalUsers,0);
# These are the full settings for each external service as a
HashOfHashes
# Note that you may have as many external services as you wish. They
will
# be checked in the order specified in the Priority directives above.
# e.g.
#
Set($ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLD
AP','Other-DB']);
#
Set($ExternalAuthPriority,['My_LDAP']);
Set($ExternalSettings, {
# First LDAP
'My_LDAP' = { ## GENERIC
SECTION
# The type of
service (db/ldap/cookie)
'type'
= 'ldap',
# The server
hosting the service
'server'
= 'dc1..com',
##
SERVICE-SPECIFIC SECTION
# If you can
bind to your LDAP server anonymously you should
# remove the
user and pass config lines, otherwise specify them here:
#
# The username
RT should use to connect to the LDAP server
'user'
= 'rtb...@.com',
# The password
RT should use to connect to the LDAP server
'pass'
= 'xx',
#
# The LDAP
search base
'base'
= 'ou=XXX,dc=,dc=com',
#
# ALL FILTERS
MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!
# YOU **MUST**
SPECIFY A filter AND A d_filter!!
#
# The filter to
use to match RT-Users
'filter'
= '((ObjectCategory=User)(ObjectClass=Person))',
# A catch-all
example filter: '(objectClass=*)'
#
# The filter
that will only match disabled users
'd_filter'
='(userAccountControl:1.2.840.113556.1.4.803:=2)',
# A catch-none
example d_filter: '(objectClass=FooBarBaz
Re: [rt-users] No transaction content
Hi Kenn,
I have looked on the wiki and can only find a patch (ResolveSendsReply)
Is this what you are referring to? If it's not, I would appreciate your
offer to send me your template.
Regards, Jim
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 19 February 2012 18:55
To: RT User List
Subject: Re: [rt-users] No transaction content
Jim,
I could be wrong on this, but I believe the default for comments on
resolve is that the comment is not carried over.
I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.
There should be an example available in the wiki. If not, let me know
and I'll send it to you.
Kenn
On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling
jim.tambl...@datatote.co.uk wrote:
Despite having {$Transaction-Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.
Any ideas?
Regards, Jim
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] No transaction content
Hi Kenn,
My better half always tells me to never assume, it makes an ass of you
and me J. But in this case you are right on the money. That is exactly
what I was looking for.
Many thanks, Jim
From: Kenneth Crocker [mailto:kenn.croc...@gmail.com]
Sent: 20 February 2012 19:15
To: Jim Tambling
Subject: Re: [rt-users] No transaction content
Jim,
I'm assuming (yea, we all know how THAT'S spelled) that you are
referring to the comments made in the box when resolving a ticket. If my
assumption is correct, then those comments can be made available to a
template. Of course, you have to have a scrip to send that template on
the resolve condition. Here it is:
Subject: Request Titled: {$Ticket-Subject} has been Resolved
-
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-id}
Subject: {$Ticket-Subject}
Priority : {$Ticket-Priority}
Requestor: {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Ownedby: {$Ticket-OwnerObj-Name}
-
Description of Issue:
{$Ticket-Transactions-First-Content}
-
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
else
{
$Resolution_Comment = No comment.
}
return $Resolution_Comment;
}
-
To view this ticket, click the URL below:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
Thank you,
{$Ticket-QueueObj-CorrespondAddress()}
Now, you will also notice the code in there that grabs the FIRST
transaction content. That particular code can be modified in and of
itself to grab other types of transaction content if you know how to
navigate it.
Anyway, like I said, if my assumption is correct, this template will
give you the content entered in comments when resolving the ticket.
Hope this helps.
Kenn
On Mon, Feb 20, 2012 at 10:54 AM, Jim Tambling
jim.tambl...@datatote.co.uk wrote:
Hi Kenn,
I have looked on the wiki and can only find a patch (ResolveSendsReply)
Is this what you are referring to? If it's not, I would appreciate your
offer to send me your template.
Regards, Jim
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 19 February 2012 18:55
To: RT User List
Subject: Re: [rt-users] No transaction content
Jim,
I could be wrong on this, but I believe the default for comments on
resolve is that the comment is not carried over.
I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.
There should be an example available in the wiki. If not, let me know
and I'll send it to you.
Kenn
On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling
jim.tambl...@datatote.co.uk wrote:
Despite having {$Transaction-Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.
Any ideas?
Regards, Jim
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston - March 5 6, 2012
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] No transaction content
Despite having {$Transaction-Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.
Any ideas?
Regards, Jim
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Image size limit
Is there any way to limit the size of images attached to RT tickets? Regards, Jim
[rt-users] Mandatory time worked
I have probably asked this before, but here goes. I want to force RT users to fill in the TimeWorked field every time they update a ticket, much like the MandatorySubject extension works on ticket creation. Has anybody got something similar to this already? If not I am prepared to have a stab at it myself, but since I am only just starting to learn Perl I'm probably going to go about it the wrong way :-). Would I be able to do this as a scrip action or would I have to create a module and do it via callbacks? All help/advice/solutions greatly appreciated. Regards, Jim RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Creating Callbacks
Hi, I want to make the Time Worked field a mandatory one with each ticket update. I believe this can be achieved through callbacks. The problem I have is that my perl foo is very limited. I was thinking of using the MandatorySubject plugin as a starting point for my own callback (hacking at it till it works) but not wanting to re-invent the wheel I was wondering if anyone already has something like this in their rt instance, or if someone is willing to lend a hand with it. Regards, Jim RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] rt-cron tool
I have been playing about with rt-cron to get some things automated and having good results. I now want to test some new jobs on our test system but can't find how to set the due date using rt-cron commands. Can anyone give me any pointers? Also is there a comprehensive list of commands anywhere? Regards, Jim RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Installed from cpan (0.90) on to 3.8.8. Works fine on T-Mobile branded Symbian 60 browser apart from seeing the Page not found message at the top of the page. Other than that, great extension! My field engineers will love it. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jesse Vincent Sent: 06 August 2010 16:38 To: Howard Jones Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9 On Fri, Aug 06, 2010 at 04:35:27PM +0100, Howard Jones wrote: On 06/08/2010 16:14, Jesse Vincent wrote: Did you pull from github or from cpan? The version on CPAN has that stuff baked in. I'm having trouble replicating the Page not found issue. This was from github last night. I agree that 'cpan -i RT::Extension::MobileUI' does the right thing though. For the Page not found part, I get this on 3 different 3.8.7/3.8.8 installs - one of which is very 'vanilla'. Here's a screenshot, just for clarity: http://wotsit.thingy.com/haj/images/mobile-ui.png *nod* I've just pushed an 0.91. I'm curious if that fixes it. Cheers, Howard -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3053 - Release Date: 08/05/10 19:23:00 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.2 3.8.8
I have upgraded from 3.8.2. to 3.8.8 without a hitch, apart from seeing the following line at the bottom of my home page: Can't call method id on an undefined value at /opt/rt3/share/html/Elements/MyReminders line 58. And there is no logo. If I remove MyReminders from the RT at a glance page, the linbe disappears and the logo returns. Adding MyReminders back to the RT at a glance page returns the error and takes away the logo. Any ideas? Regards, Jim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] MAndatory CF per post
Hi all, Is there a way to enter CF values in each individual post made to a ticket? What I am trying to achieve is a way of logging how much time an engineer spends working on each part of a request. The time worked field is no good to us as we want something that is updated dynamically from each post, so the managers can view the total time worked on a ticket and the time worked on each individual post. Is this at all possible? Regards, Jim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] MAndatory CF per post
Kenn, I might not have explained it properly. I want a field that the user can fill in with how much time they worked on that portion of the ticket, I am trusting them to enter the correct data. The TimeWorked field is very easy to overwrite so I want a per-post entry with a total displayed in the ticket summary. Maybe it is possible to do something like that? The 'time worked' value would ideally be a mandatory field in each post. Regards, Jim -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 03 August 2010 16:33 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] MAndatory CF per post Jim, How would RT know how much time that was? If the user is working on the program or problem or design or just thinking about the problem, he won't be in RT hitting enter for every minute he is thinking on a ticket and there is no time clock going off to determine how much time the person is spending doing that task. RT will only know of the time the guy signs on, starts a transaction and completes a transaction. You could design a time clock for a ticket and have procedures that require (I don't know how you would *monitor * anyone following such procedure) a person enter a check-in time for a ticket and then a check-out time. But that just may be trying to put too fine a granularity on the issue. Somewhere down the line, you have to just trust the guy when he says he worked 20 hours on something. Just my opinion, of course. Kenn LBNL On Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling jim.tambl...@datatote.co.ukwrote: Hi all, Is there a way to enter CF values in each individual post made to a ticket? What I am trying to achieve is a way of logging how much time an engineer spends working on each part of a request. The time worked field is no good to us as we want something that is updated dynamically from each post, so the managers can view the total time worked on a ticket and the time worked on each individual post. Is this at all possible? Regards, Jim Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3046 - Release Date: 08/02/10 18:59:00 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I am not content with the name StealTicket
Sorry if I appear to be dismissive of you remarks, but WTF!!?? People like you who try to change established methods/semantics/ways of life/etc to make them comply with their narrow-minded set of moral practices are making the world we live in one of pathetic situations where for example, my son can not take out Little Red Riding Hood out of the school library because it might upset him due to its violent content. If you don't like the term steal, change it on your particular instance of RT but leave the rest of the world alone! I for one am happy with stealing tickets of my colleagues to work on them. And regarding the ConfiscateTicket right, it just goes to show what sort of bigoted individual you are. Trying to enter in to a dialog about religious beliefs and what is right and wrong on a technical forum is pathetic, and I feel deeply saddened by having to stoop to your level, but at the same time I was not going to let the above go unsaid. Good day to you. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wolfram Huettermann Sent: 02 August 2010 14:54 To: rt-users@lists.bestpractical.com Subject: [rt-users] I am not content with the name StealTicket Hello, everybody using RT properly knows the right StealTicket in order to take a ticket over. As a believing Christian, I am not content with that name as I do not want to steal anything. It is better to name that right TakeTicketOver, so it is granted that the user takes a ticket over with permission of the user. By the RT should create a new right called ConfiscateTicket, that the means that user can confiscate a ticket. Such a right is very useful if the ticket contains racial or pornographic content. Greetings, Wolfram Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.851 / Virus Database: 271.1.1/3044 - Release Date: 08/01/10 19:40:00 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] create ticket via email
Hi,
I found that when using email to create a ticket, unless it is sent in
plain text the CF fields are not parsed correctly.
Hope this helps, Jim
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of nordik24
Sent: 15 June 2010 13:12
To: rt-users@lists.bestpractical.com
Subject: [rt-users] create ticket via email
hi
im able to create a ticket by sending an email but i dont know how to
fill the other fields apart from Subject. I have 4 custom fields that
i want to fill when i send the mail
i use a php form to send the mails and i tried to put the custom field
in the header to see if it works by typing CF.{custom field
name}=value but nothing happens
i hope someone knows how to do it
--
View this message in context:
http://old.nabble.com/create-ticket-via-email-tp2937p2937.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Due date default time
Is there a way to set a default time for the 'Due Date' field? Regards, Jim Tambling Network Services Data Tote Ltd Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Due date default time
Hi Kenn, Thanks for the prompt reply. I obviously did not word my question properly. We set the 'Due Date' manually, as there is no set SLA on requests. It is the time (24hr) that the request is due that we want to set to a default. Regards, Jim -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 02 June 2010 20:23 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Due date default time Jim, There are a couple ways. You can do it by setting the basics when you configure a Queue. There is an option in Basics that allows you to specifiy the numbers of days when a ticket should be due. IT displays Requests should be due in days. Filling this out would do it for every ticket in a specific Queue. We also have another way as an alternative. We have a CF defined as Need-By Date and we have a scrip that puts that date into the Due date as the default when it is filled out. Of course, the ticket owner is able to change whenever they want, but it gives them an idea what the customer wants. Hope this helps. Kenn LBNL On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling jim.tambl...@datatote.co.uk wrote: Is there a way to set a default time for the 'Due Date' field? Regards, Jim Tambling Network Services Data Tote Ltd Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Time Worked mandatory field
Is there a way to make the 'Time Worked' field mandatory with each update? Cheers Jim Tambling Network Services Data Tote Ltd P Think of the environment. Do you need to print this email? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] On queue change, reset priority
How can I make a ticket's priority move to 0 when it changes queue? Regards, Jim Jim Tambling Network Services Data Tote Ltd P Think of the environment. Do you need to print this email? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ActivityReports
Hello,
I have installed this extension to RT. The post install page says:
Once you install the ActivityReports extension it does not appear on any menus.
To add it to the Tools - Reports menu you can
Create/edit this file rt
install/local/html/Callbacks/ArbitraryName/Tools/Reports/Elements/Tabs/Default
with these contents:
%init
$tabs-{'e'} = {title = 'Activity Reports', path =
'Reports/Activity/index.html'};
/%init
%args
$tabs = undef
/%args
So I created
/opt/rt3/local/html/Callbacks/Reports/Tools/Reports/Elements/Tabs/Default and
restarted Apache. I can see the link under ToolsReportsActivity Reports and
it links to http://my_rt_server/rt/Reports/Activity/index.html but I get a 'The
page you requested could not be found' error. Can someone enlighten me?
Regards
Jim Tambling
Network Services
Data Tote Ltd
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[rt-users] Custom Field in email subject line
Hello, I'm guessing the syntax for this would be quite simple but I have 0 perl knowledge. I want to display the value of a custom field in the email subject. Regards, Jim Tambling Network Services Data Tote Ltd 0117 9029215 P Think of the environment. Do you need to print this email? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Default queue for selfservice
Thanks Roy :) Amazing how far a bit of common sense can go! Regards, Jim -Original Message- From: Raed El-Hames [mailto:r...@vialtus.com] Sent: 30 April 2009 18:14 To: Jim Tambling Cc: rt-us...@bestpractical.com Subject: Re: [rt-users] Default queue for selfservice Jim; Have you allowed unprivileged users to create tickets in different queue/s; In Queues/Your-Queue/GlobalRights , give the system group Everyone create ticket priv and remove this right from the General queue, if you don't wish them to create any tickets there Note you can give this right to more than one queue. Roy Jim Tambling wrote: Hi, How can I change the default q for self-service requests? At the moment all tickets raised by unprivileged users go to General but I would like them to go to a different queue. Thanks, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Default queue for selfservice
Hi, How can I change the default q for self-service requests? At the moment all tickets raised by unprivileged users go to General but I would like them to go to a different queue. Thanks, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM WikiText Format Toolbar
Hi Daniel, Thanks for the reply. I don't have /opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this instead; /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied EditCustomFieldWikitest there instead but I cant get it to work. Also can you clarify this for me? In the post it says; Add in both textarea tags: textarea ... id=%$NamePrefix http://wiki.bestpractical.com/view/NamePrefix %%$CustomField http://wiki.bestpractical.com/view/CustomField -Id%-Values.../textarea Is this in addition to what is already there? Or in place of? Many thanks, Jim -Original Message- From: Daniel Farst [mailto:daniel.fa...@case.edu] Sent: 29 April 2009 14:37 To: Jim Tambling Subject: Re: [rt-users] RTFM WikiText Format Toolbar I was able to. Some of the file names have changed, essentially everything else was the same as in the other post: * Use /opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext http://wiki.bestpractical.com/view/EditCustomFieldWikitext instead of /opt/rt3/local/html/Elements/EditCustomFieldWikitext http://wiki.bestpractical.com/view/EditCustomFieldWikitext * Edit /opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of /opt/rt3/local/html/RTFM/Article/Edit.html -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu mailto:daniel.fa...@case.edu -- Tuesday, April 28, 2009, 10:27:54 AM, you wrote: -- Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM WikiText Format Toolbar
Hi Dan, Many thanks, creating the folder and moving the file did the trick :-) Thanks again Jim -Original Message- From: Daniel Farst [mailto:daniel.fa...@case.edu] Sent: 29 April 2009 16:24 To: Jim Tambling Cc: rt-us...@bestpractical.com Subject: Re: [rt-users] RTFM WikiText Format Toolbar Jim, I don't recall if I had an /opt/rt3/local/plugins/RT-FM/html/Elements directory or if I had to add it manually, but that is where my EditCustomFieldWikitext is living. I also have the /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements folder, but I didn't change anything inside of it. Regarding the textarea tags, the section id=...-Values needs to be added to the 2 existing textarea tags. For me they were on lines 66 and 69 of the EditCustomFieldWikitext file. I inserted the id section after Rows and before Name. - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu mailto:daniel.fa...@case.edu -- Wednesday, April 29, 2009, 9:55:10 AM, you wrote: -- Hi Daniel, Thanks for the reply. I don't have /opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this instead; /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied EditCustomFieldWikitest there instead but I cant get it to work. Also can you clarify this for me? In the post it says; Add in both textarea tags: textarea ... id=%$NamePrefix http://wiki.bestpractical.com/view/NamePrefix %%$CustomField http://wiki.bestpractical.com/view/CustomField -Id%-Values.../textarea Is this in addition to what is already there? Or in place of? Many thanks, Jim -Original Message- From: Daniel Farst [mailto:daniel.fa...@case.edu] Sent: 29 April 2009 14:37 To: Jim Tambling Subject: Re: [rt-users] RTFM WikiText Format Toolbar I was able to. Some of the file names have changed, essentially everything else was the same as in the other post: * Use /opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext http://wiki.bestpractical.com/view/EditCustomFieldWikitext instead of /opt/rt3/local/html/Elements/EditCustomFieldWikitext http://wiki.bestpractical.com/view/EditCustomFieldWikitext * Edit /opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of /opt/rt3/local/html/RTFM/Article/Edit.html -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu mailto:daniel.fa...@case.edu -- Tuesday, April 28, 2009, 10:27:54 AM, you wrote: -- Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM WikiText Format Toolbar
Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Formatted text in RTFM articles
Is there anyway to format text in RTFM articles? I have created a custom filed of type Fill in one text area but it messes up the text. An example; I have a couple of lines of text, separated by spaces as shown; Texttexttextmoretextmoretextmoretext When I look at the article, the text appears as; Texttexttext moretextmoretextmoretext I have tried with tabs and get the same result and I also tried changing the format of the CF to wikitext but I get the same result. Ay ideas or suggestions? If this is the way it is it makes RTFM unusable for what we had planned. Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Formatted text in RTFM articles
Ken, I've tried that and the result is exactly the same :-(. Any other idea? Regards -Original Message- From: Ken Crocker [mailto:kfcroc...@lbl.gov] Sent: 22 April 2009 22:26 To: Jim Tambling Cc: rt-us...@bestpractical.com Subject: Re: [rt-users] Formatted text in RTFM articles Jim, Try defining the CF asFill in WikiText. That works better. Kenn LBNL On 4/22/2009 2:06 PM, Jim Tambling wrote: Is there anyway to format text in RTFM articles? I have created a custom filed of type Fill in one text area but it messes up the text. An example; I have a couple of lines of text, separated by spaces as shown; Texttexttextmoretextmoretextmoretext When I look at the article, the text appears as; Texttexttext moretextmoretextmoretext I have tried with tabs and get the same result and I also tried changing the format of the CF to wikitext but I get the same result. Ay ideas or suggestions? If this is the way it is it makes RTFM unusable for what we had planned. Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.5.287 / Virus Database: 270.12.2/2074 - Release Date: 04/22/09 08:49:00 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Suppressing reminders
Hi is there any way to suppress reminders until a specified time before the reminder is due? My department works a shift pattern so we create reminders owned by Nobody so whoever is on shift can see what needs to be done. As the use of RT grows the amount of reminders is getting bigger and bigger. Ideally I would like to suppress reminders until 24 hours before they are due. Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shredder in 3.8.2
Hi Richard, I applied the permissions recursively and that appears to have fixed it. Many thanx, Jim -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 09 March 2009 07:59 To: rt-users@lists.bestpractical.com Cc: Jim Tambling; rt-us...@bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 Hi Jim, Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Looks to me as though that should work: # ps -ef | grep apache ... www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k # ls -lR /usr/local/rt/var/data: ... drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder 1. Have you restarted your apache? 2. Have you tried being pedantic and checking each and every directory above there too? ls -d /usr ls -d /usr/local ls -d /usr/local/rt ls -d /usr/local/rt/var ls -d /usr/local/rt/var/data ls -d /usr/local/rt/var/data/RT_Shredder -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Sunday 08 March 2009 18:54:52 Jim Tambling wrote: Hi again, greyarea jim # ls -lR /usr/local/rt/var/data /usr/local/rt/var/data: total 4 drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder /usr/local/rt/var/data/RT_Shredder: total 0 Thanks, Jim -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 07 March 2009 08:44 To: rt-us...@bestpractical.com Cc: Jim Tambling; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 It might help to use a couple of different commands, please try these two: groups www-data ls -lR /usr/local/rt/var/data -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 06 March 2009 17:46:50 Jim Tambling wrote: Hi, greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ total 0 greyarea jim # ps -ef | grep apache2 root 3889 1 0 13:57 ?00:00:06 /usr/sbin/apache2 -k start root 3898 11198 0 13:57 pts/700:00:00 tail -f /var/log/apache2/error.log root 5862 32163 0 12:36 pts/100:00:00 tail -f /var/log/apache2/error.log root 18192 935 0 14:33 pts/400:00:00 tail -F /var/log/apache2/error.log www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22740 3889 0 16:19 ?00:00:05 /usr/sbin/apache2 -k start www-data 22741 3889 0 16:19 ?00:00:04 /usr/sbin/apache2 -k start www-data 22742 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22743 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22765 3889 0 16:19 ?00:00:02 /usr/sbin/apache2 -k start www-data 25089 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start www-data 25090 3889 0 16:26 ?00:00:01 /usr/sbin/apache2 -k start www-data 25091 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start root 31666 984 0 16:42 pts/200:00:00 grep apache2 -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 06 March 2009 13:24 To: Jim Tambling Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 On Friday 06 March 2009 14:04:17 Jim Tambling wrote: Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Am I missing something? Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the groups command against the RT user, something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: 03/06/09 07:20:00 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com
Re: [rt-users] Shredder in 3.8.2
Hi again, greyarea jim # ls -lR /usr/local/rt/var/data /usr/local/rt/var/data: total 4 drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder /usr/local/rt/var/data/RT_Shredder: total 0 Thanks, Jim -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 07 March 2009 08:44 To: rt-us...@bestpractical.com Cc: Jim Tambling; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 It might help to use a couple of different commands, please try these two: groups www-data ls -lR /usr/local/rt/var/data -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 06 March 2009 17:46:50 Jim Tambling wrote: Hi, greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ total 0 greyarea jim # ps -ef | grep apache2 root 3889 1 0 13:57 ?00:00:06 /usr/sbin/apache2 -k start root 3898 11198 0 13:57 pts/700:00:00 tail -f /var/log/apache2/error.log root 5862 32163 0 12:36 pts/100:00:00 tail -f /var/log/apache2/error.log root 18192 935 0 14:33 pts/400:00:00 tail -F /var/log/apache2/error.log www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22740 3889 0 16:19 ?00:00:05 /usr/sbin/apache2 -k start www-data 22741 3889 0 16:19 ?00:00:04 /usr/sbin/apache2 -k start www-data 22742 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22743 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22765 3889 0 16:19 ?00:00:02 /usr/sbin/apache2 -k start www-data 25089 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start www-data 25090 3889 0 16:26 ?00:00:01 /usr/sbin/apache2 -k start www-data 25091 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start root 31666 984 0 16:42 pts/200:00:00 grep apache2 -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 06 March 2009 13:24 To: Jim Tambling Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 On Friday 06 March 2009 14:04:17 Jim Tambling wrote: Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Am I missing something? Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the groups command against the RT user, something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: 03/06/09 07:20:00 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Shredder in 3.8.2
Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Am I missing something? Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Shredder in 3.8.2
Hi, greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ total 0 greyarea jim # ps -ef | grep apache2 root 3889 1 0 13:57 ?00:00:06 /usr/sbin/apache2 -k start root 3898 11198 0 13:57 pts/700:00:00 tail -f /var/log/apache2/error.log root 5862 32163 0 12:36 pts/100:00:00 tail -f /var/log/apache2/error.log root 18192 935 0 14:33 pts/400:00:00 tail -F /var/log/apache2/error.log www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22740 3889 0 16:19 ?00:00:05 /usr/sbin/apache2 -k start www-data 22741 3889 0 16:19 ?00:00:04 /usr/sbin/apache2 -k start www-data 22742 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22743 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22765 3889 0 16:19 ?00:00:02 /usr/sbin/apache2 -k start www-data 25089 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start www-data 25090 3889 0 16:26 ?00:00:01 /usr/sbin/apache2 -k start www-data 25091 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start root 31666 984 0 16:42 pts/200:00:00 grep apache2 -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 06 March 2009 13:24 To: Jim Tambling Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 On Friday 06 March 2009 14:04:17 Jim Tambling wrote: Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Am I missing something? Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the groups command against the RT user, something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: 03/06/09 07:20:00 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom field in searches
Hi all I have created some queries that I have added to a dashboard. Although I can edit the columns that are displayed I can't get changes to stick. I have a custom field that I want displayed on the results of the search saved in the dashboard but every time I go back to the results it has dissapeared. How can I make custom field dispaly every time without having to modify Dispaly Columns? Many thanks, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is there a mailing list for AT?
Thanks w_e, will look it up. Todd, I think you are right in keeping AT simple. It integrates nicely with RT and that I s just what we need. Thnaks for providing such a great add-on. Regards -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman Sent: 05 March 2009 18:03 To: who else Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Is there a mailing list for AT? The future of AT is up to it's users. It works pretty well for many right now, and as a default is sort of the same blank slate that RT is when first installed. I prefer not to do too much custom stuff in core AT that some people won't need. AT extensions can be released for that. Patches are welcome and if you have the right attitude a commit bit won't be hard to obtain. On Thu, Mar 5, 2009 at 12:13 PM, who else bogey...@yahoo.com wrote: Hi Todd, thank you. Was wondering about the future of AT; i appreciate any help and insights into AT. Am currently working on a localisation as well. So thanks again. Best w_e Todd Chapman wrote: The list has been down for a while and I don't have time to maintain it. The code is hosted by Google. I fully support anyone who wants to run a list. On Thu, Mar 5, 2009 at 10:59 AM, who else bogey...@yahoo.com wrote: Not i know of, was searching for it as well. As I am a newbie to RT and AT, i am keen to learn more about AT too, so i created a yahoo group. You can find it here: at-user-subscr...@yahoogroups.de Dont worry about the TLD; main conversation language is english :-) Of course it is still empty, because it was just created, but i invite everybody to participate. I hope i didn't break any mailing list/forum rule, if so, please let me know. Best w_e -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p223 54476.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22356090.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1984 - Release Date: 03/05/09 07:54:00 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Little help with template
Hi,
I should state I have no knowledge of Perl beforehand. I have a scrip
that notifies the requestor when an approval ticket has been approved.
This is the template;
Subject: Ticket Approved: {$Ticket-Subject}
Greetings,
Your ticket has been approved by { eval { $Approval-OwnerObj-Name } }.
Other approvals may be pending.
The requestor receives the email as shown below;
Greetings,
Your ticket has been approved by .
Other approvals may be pending.
Notice the distinct lack of the approver's name.
Thnaks
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[rt-users] Is there a mailing list for AT?
As per subject. Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Global CustomField not displaying
Hello I have created a custom field to appear in all tickets. I have enabled it globally for all queues but it does not appear in any new ticket. Where am I going wrong? Regards, Jim ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Global CustomField not displaying
Thank you sir, that worked :) -Original Message- From: Potla, Ashish Bassaliel [mailto:c_apo...@qualcomm.com] Sent: 17 February 2009 12:42 To: Jim Tambling; rt-us...@bestpractical.com Subject: RE: Global CustomField not displaying Hi Did you apply the group-rights and the user-rights with ShowCustomField and ModifyCustomField rights? Might be worth a look. -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim Tambling [jim.tambl...@datatote.co.uk] Sent: Tuesday, February 17, 2009 5:42 PM To: rt-us...@bestpractical.com Subject: [rt-users] Global CustomField not displaying Hello I have created a custom field to appear in all tickets. I have enabled it globally for all queues but it does not appear in any new ticket. Where am I going wrong? Regards, Jim No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.10.23/1952 - Release Date: 02/16/09 18:31:00 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reminders still open after a ticket is closed
Thanks Mark,
Tried that but it still doesn't work. Will try it next week when we
upgrade to 3.8.2.
Regards, Jim
-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu]
Sent: 12 February 2009 18:09
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed
That part of it looks OK to me.
I recently had a problem with a similarly-structured scrip that
didn't seem to be firing. It turned out to be because I'd left the
Custom Action Preparation Code field blank. When I put a return 1;
into that field, it started behaving as expected.
--
Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
From: Jim Tambling [mailto:jim.tambl...@datatote.co.uk]
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed
Thanks Mark
I tried that but it doesn't seem to work. Here's the code I put
in the scrip;
my $tickets = new RT::Tickets(RT-SystemUser)
my $id = $self-TicketObj-id;
my $queue = $self-TicketObj-QueueObj-Name;
return 1 unless (defined($id)); # Can this be undefined?
$tickets-FromSQL('Type = reminder AND RefersTo='.$id.'');
while (my $ticket = $tickets-Next) {
$RT::Logger-info(Closing associated reminder);
$ticket-SetStatus(resolved);
}
return 1;
I have zero knowledge of perl so I don't know if this is
correct.
Regards
-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu]
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed
Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders should
get you most of the way there as a jumping-off point. Obviously, you'd
change the scrip condition to On Resolve and you'd use a
$ticket-SetStatus('resolved') call in place of the
$Ticket-SetQueue($queue) in the while loop...
--
Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is
closed
If I set a reminder for a ticket, after the ticket is resolved
the reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?
Regards
Spam
http://antispam.letu.edu/canit/b.php?i=29100855m=be36942b459fc=s
Not spam
http://antispam.letu.edu/canit/b.php?i=29100855m=be36942b459fc=n
Forget previous vote
http://antispam.letu.edu/canit/b.php?i=29100855m=be36942b459fc=f
No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.0.234 / Virus Database: 270.10.23/1948 - Release
Date: 02/12/09 07:20:00
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Re: [rt-users] Reminders still open after a ticket is closed
Thanks Mark
I tried that but it doesn't seem to work. Here's the code I put in the
scrip;
my $tickets = new RT::Tickets(RT-SystemUser)
my $id = $self-TicketObj-id;
my $queue = $self-TicketObj-QueueObj-Name;
return 1 unless (defined($id)); # Can this be undefined?
$tickets-FromSQL('Type = reminder AND RefersTo='.$id.'');
while (my $ticket = $tickets-Next) {
$RT::Logger-info(Closing associated reminder);
$ticket-SetStatus(resolved);
}
return 1;
I have zero knowledge of perl so I don't know if this is correct.
Regards
-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu]
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed
Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders should
get you most of the way there as a jumping-off point. Obviously, you'd
change the scrip condition to On Resolve and you'd use a
$ticket-SetStatus('resolved') call in place of the
$Ticket-SetQueue($queue) in the while loop...
--
Mark Roedel
Senior Programmer/Analyst - Web Services
LeTourneau University
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed
If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?
Regards
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Reminders still open after a ticket is closed
If I set a reminder for a ticket, after the ticket is resolved the reminder is still active. Is there anyway to automate closing the reminders on resolution of the ticket? Regards ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Quick Ticket Creation widget - how to remove it?
As per the subject, fairly new to RT but I have looked everywhere and can't find a simple way to do it. Regards ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] FW: Quick Ticket Creation widget - how to remove it?
That only removes it from the layout of the user that's logged in. I want to remove it from everyone's layout. Jim -Original Message- From: Jeff Voskamp [mailto:javos...@uwaterloo.ca] Sent: 04 February 2009 14:49 To: Jim Tambling Subject: Re: [rt-users] Quick Ticket Creation widget - how to remove it? Jim Tambling wrote: As per the subject, fairly new to RT but I have looked everywhere and can't find a simple way to do it. Regards Configuration-Global-RT at a Glance and pull it from the layout. Jeff ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
