I had a similar need. But instead of connecting to an external database
from within RT, I put together 2 scripts to check for content change and
dump and load my custom fields in cron. In my case, I was pulling time
sheet codes which are:
client_project and task_code. Each client_project has
Nick,
Did you hear any answers on this request? We are researching the
exact same thing since moving from 3.8.9 to 4.0.5.
On Fri, Nov 30, 2012 at 8:00 AM, Nick Fennell
nick.fenn...@appliansys.com wrote:
Actually, some additional information to this.
The scrip may in fact be working but from
This is a shot in the dark and I may be way off, but is there a chance your
scrip to set the owner runs in a transaction that happens after the transaction
that resolves the ticket?
And the chart looks for the resolved transaction to get owner at the time of
resolution?
Just a thought.
Sent
Not sure if you got a reply yet, but I think depending on what version you are
using, you may have an edit in the top right corner of the main search on the
home page. If you click that and choose advanced you should see a query for
__currentuser__ add in the where clause the status =
It may be a shot in the dark. But are you by chance editing the files in a
windows text editor and copying them over? Or more specifically was it
originally created on a windows box? There may be carriage returns in the file
that are causing issues. If that is the case you can dos2unix the
I'm sure there is a setting somewhere for this, but we have been getting
strange characters in emails. For instance if someone send an email with the
word don't it shows up as don’t.
This is probably something simple so forgive me if it's something easy to
figure out. I haven't really done
What database are you using. I went the exact path you are doing a few months
ago from 3.8.7 to 4.0.5 and someone here posted a link with very
straightforward instructions. I am using Postgres and just did a pg_dump of the
db, created a new one with a different name and loaded my dump file into
If you have the indexing set up (which I highly recommend because it's crazy
fast comparatively). Why not make a saved search (public or private) and attach
it to a dashboard. If you need multiple ones per queue. You would need
several. But you'd only have to make them once.
May not work for
We recently migrated from 3.8.8 to 4.0.5 and there are some great new features
which everyone is happy with but...
Due to several long custom fields we have, the Basics section on the default
Create a new ticket screen tends to go off the screen depending on user
resolution. I looked at
, Joe Harris drey...@gmail.com wrote:
We recently migrated from 3.8.8 to 4.0.5 and there are some great new
features which everyone is happy with but...
Due to several long custom fields we have, the Basics section on the default
Create a new ticket screen tends to go off the screen depending
We use this extension and it works great!
Sent from my mobile device.
On Jun 26, 2012, at 12:04 PM, Kevin Riggle kev...@bestpractical.com wrote:
Excerpts from Khapare Joshi's message of Tue Jun 26 11:58:21 -0400 2012:
a very new to RT, just wondering is there a doc on how to configure RT to
I have 2 instances of RT running at my location. As of last week they
are both running 4.0.5 (Postgres 8.4.11) and we would like to merge
them into one system within the next quarter. Just to give you a
little background on the systems:
System A: Has been running for about 9 years and has
Is there a way in templates to build one with a conditional response
based on transaction type? (4.0.5)
Example:
I have a template for owner change which works well. On owner change
notify of change adds the new owner in the subject like so:
Subject: Owner change: {$Ticket-OwnerObj-Name}:
This is not available in the query builder. I asked the same question a while
back and basically the query builder works on the tickets taw only and cannot
do cross queries. I ended up writing a shell script for my needs which
basically was any update performed by any member of a particular
We are in the same boat. I have a plan to change all of the scrips on
reply/comment/resolve to use a default transaction template that gives all info
to all users (admincc, requestor, etc) just once on each transaction. In our
case we use rt internally so we don't have the need to comment
If it were me I would create a bash script that would loop through the list of
email addresses and for each one sent an email to the queue with the requestor
set to the email address.
I have some scripts that send ticket messages that I can grab code for and send
it to you if you're
In your script add:
use libs /opt/rt4/lib/
To see if for some reason your env vars aren't seeing the RT path.
It may be use lib and not use libs. I'm not at workstation to log in and
check.
Sent from my mobile device.
On Mar 28, 2012, at 5:56 PM, Paul Tomblin ptomb...@xcski.com wrote:
Make sure the noauth folder is owned by the web user. And I think after the
change you need to delete mason cache.
Someone correct me if I'm wrong. I think my initial installation I had this
issue and it was the fix.
Sent from my mobile device.
On Mar 28, 2012, at 6:45 PM, ahmad shaban
I wrote a bash script to accomplish this exact task. The search queries within
rt only support queries against the tickets table while transactions hold all
relevant info on daily updates by a particular user.
When I get a chance, I'll log into my office network, sanitize the script and
post
Here is my script to capture yesterdays ticket updates. It can be
changed as needed to meet your needs. The main thing was to get the
query to capture transactions for tickets and the query is below for
that.This is 2 files, the script and the email header. Script is at
the top and header at
I am going from 3.8.8 to 4.0.4 and am running into an issue during the
upgrade-database part.
When it goes from 3.8.8 to 3.8.9 there is an error that shows:
[Thu Mar 8 12:09:37 2012] [warning]: Use of uninitialized value in
string eq at /usr/local/src/rt-4.0.4/sbin/../lib/RT/Template.pm line
We have 2 rt systems currently (4.0.4 and 3.8.8). A few months ago I upgraded
to 4.0.4 from 3.8.7 and with the information here and tutorials I found it was
a very smooth transition. I now want to upgrade the other system and have a
couple of questions.
We are a virtual shop so I am wondering
We currently have 2 RT installations. One is 4.0.4 and the other is
3.8.8 (which is on schedule to upgrade very soon). From time to time,
a ticket is submitted to one system that should have been sent to the
other and sometimes a task will get passed from one to another as the
task could have
I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
web service.
I created a PHP web form to try and drive requestors to put in the
proper information. What I provided was a drop down box to show
custom fields pulled from the RT database and then build a email to be
specific RT CustomField
within RT. When you are setting up a custom field the screen even says that
you can use a web service to populate the field's values, but I am not sure
how to do that and I cannot find documentation.
Thanks,
Jim Lesinski
On Feb 6, 2012, at 7:19 AM, Joe Harris drey
I am pretty sure you can define that on the queue edit screen. I set up
different subject prefixes per queue when I created them. As long as it is a
per queue difference and not changes within a queue based on something else.
Someone correct me if I'm wrong.
Sent from my mobile device.
On
Only way around it that I know of is make sure the users sending tickets from
outlook send the message as type plain text. There are some exchange server
settings that force default type as rich text or HTML. But the user can
change that in outlook. I can't remember which method(s) work and
I am looking into this type of functionality as well. We were thinking of an
NSF share in a web directory to drop the attachment with a way to drop a link
within the ticket. So the attachments may not even exist on the RT server, but
there will be links in the ticket to a web server that houses
Is there any way to build a query within RT (4.04) to query more than the
ticket table? Specifically I am trying to build a dashboard that will email
users any ticket they updated yesterday. I have one that is current user and
last updated is yesterday, but if someone else updates it after it
Is there any way to build a query within RT (4.04) to query more than the
ticket table? Specifically I am trying to build a dashboard that will email
users any ticket they updated yesterday. I have one that is current user and
last updated is yesterday, but if someone else updates it after
Thanks to all who have helped with previous posts. This is an awesome group.
I recently upgraded from 3.8.7 to 4.0.4 and am very interested in
Articles. I, however, have not been able to find any detailed
documentation on how to get started with it.
Here is what I am trying to do and what I
Has anyone ported the Calendar plugin to rt4? I installed it in the
new version (4.0.4). It shows on the home screen, but there is not a
link to the full calendar on the home screen as it was in 3.8.7. I
did some research and found that the error we get when clicking on:
could not find
I just upgraded from 3.8.7 to 4.0.4 this weekend. Things look great!!
I have one issue that I believe existed in 3.8.7 where I can create a
dashboard and assign a search to it, but cannot seem to figure out how
to make it show in the list under the Home tab. I can view the
dashboard by clicking
We are running 3.8.8. We have some custom fields we would like to
auto-populate using scripts. Basically, like so:
customfield id = 1 - Client/Project
customfield id = 2 - Task/Code
In the create new ticket form, the data in Task/Code is dependent on
what is chosen in Client/Project. I cannot
We are rolling out a new RT system for all users in our company.
Previously we have used RT in our engineering group through several
versions over the last 8 years. The new RT system will be replacing a
homegrown task management system they have been using for some time.
One of the requirements
The command newaliases I was led to believe was only for sendmail. What you
need is:
postalias /etc/aliases
Unless you have newaliases somehow linked to the above, postfix won't read the
aliases file.
At least I hope that is it. :)
Sent from blackberry
-Original Message-
From:
I believe this is the same issue I was having and it stemmed from there being
colons in the same line with the command.
i.e. Due: 2010-11-25 17:30:00
This command works both on update and create, but the mail server returns an
error when updating:
Extended mailgate error
Failed command 'due:
I ran into the same issue when trying to set a due date in a reply. But during
create it works. I got around it by providing my users a php web form that
generates the email and forces them to set due date and priority at ticket
creation. There is likely an easier way to do this, but many of
You may want to look into the commandbyemail plugin. We use it a lot. Watchers
just reply to the ticket and add:
Owner: j_harris
At the top and it changes the owner and notifies the watchers (and the
requestors).
Sent from blackberry
-Original Message-
From: Howard Jones
I have a simple php page I use for my users to submit tickets that utilizes the
commandbyemail plugin to set fields like subject, duedate, priority and to add
an admincc. I am not near my office network, but if you're interested, I can
post the page code or upload it. It supports attachments as
I have a fresh new installation of RT that we are preparing to use
(3.8.8). We also have another version (3.8.7) running that has been
in use for over 6 years (and we live by it). In the new installation,
I would like to add the MyCalendar portlet on the RT at a Glance page
for all users. I did
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