[rt-users] Possible to edit ticket content?

[Johan Sjöberg]

Hi

We have a ticket that has grown extremely large because of many mails and lots 
of included quotes. This means that it takes forever to open in RT. Is it 
possible to edit the database and truncate the content in each "post"? It seems 
like the content is stored in the Attachments table, but it seems to be in 
binary format. We are running RT 3.8.17

Regards,
Johan

Re: [rt-users] Problems with "Newest unowned" and queue permissions

[Johan Sjöberg]

> -Original Message-
> From: k...@rice.edu [mailto:k...@rice.edu]
> Sent: den 7 maj 2013 14:53
> To: Johan Sjöberg
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Problems with "Newest unowned" and queue
> permissions
> 
> On Tue, May 07, 2013 at 07:44:15AM +, Johan Sjöberg wrote:
> > Hi.
> >
> > We have a number of queues for different departments. I have created
> groups for the staff and set these groups as Admin CC on their respective
> queues. The problem I have is that the "NN newest unowned tickets" isn't
> working correctly. It seems to count tickets in queues that the user does not
> have rights on. So if I sort it by queue name, and ascending, I do not see any
> unowned tickets if there are more than NN unowned tickets in queues that I
> do not have permissions on, if they are earlier in the alphabet than my
> queues. This is quite annoying since I have to choose a non-optimal sorting
> order, and risk missing new, unowned tickets.
> > We are using RT 3.8.16.
> >
> > Regards,
> > Johan
> >
> >
> Hi Johan,
> 
> Have you set $UseSQLForACLChecks? I think that should fix your problem.
> 
> Regards,
> Ken

Hi Ken.

Thanks a lot. That solved my problem.

Regards,
Johan

[rt-users] Problems with "Newest unowned" and queue permissions

[Johan Sjöberg]

Hi.

We have a number of queues for different departments. I have created groups for 
the staff and set these groups as Admin CC on their respective queues. The 
problem I have is that the "NN newest unowned tickets" isn't working correctly. 
It seems to count tickets in queues that the user does not have rights on. So 
if I sort it by queue name, and ascending, I do not see any unowned tickets if 
there are more than NN unowned tickets in queues that I do not have permissions 
on, if they are earlier in the alphabet than my queues. This is quite annoying 
since I have to choose a non-optimal sorting order, and risk missing new, 
unowned tickets.
We are using RT 3.8.16.

Regards,
Johan

Re: [rt-users] Add custom status tickets to "My Tickets"?

[Johan Sjöberg]

Hi.

Thanks for your reply. I forgot to mention that we are currently on 3.8.14 (an 
upgrade is planned for “the future”…). It seems like there is no “advanced” 
when editing the ticket list on 3.8, is that right?

/Johan

From: Joe Harris [mailto:drey...@gmail.com]
Sent: den 11 september 2012 00:57
To: Johan Sjöberg
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Add custom status tickets to "My Tickets"?

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 = 'newstatus' you want. 
Then save it. I believe if you're an admin, you can save it as a global change. 
But I'll have to log in and check to be sure.

Sent from my mobile device.

On Sep 10, 2012, at 4:06 AM, Johan Sjöberg 
mailto:johan.sjob...@deltamanagement.se>> 
wrote:
Hi.
I have added a new status to the active statuses setting in RT_Siteconfig. Is 
it possible to make tickets with this status show up in the list “xx highest 
priority tickets I own” at “RT at a glance”? At the moment it seems like only 
“new” and “open” tickets are listed there.

Regards,
Johan



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

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

[rt-users] Add custom status tickets to "My Tickets"?

[Johan Sjöberg]

Hi.
I have added a new status to the active statuses setting in RT_Siteconfig. Is 
it possible to make tickets with this status show up in the list "xx highest 
priority tickets I own" at "RT at a glance"? At the moment it seems like only 
"new" and "open" tickets are listed there.

Regards,
Johan

Re: [rt-users] sendmailpipe not working after upgrade to 3.8.12

[Johan Sjöberg]

Hi.

Thanks for that. I had missed that 3.8.13 had been released since I flagged the 
release notification for 3.8.12 in my e-mail client.

/Johan

> -Original Message-
> From: Christian Loos [mailto:cl...@netcologne.de]
> Sent: den 14 juni 2012 12:11
> To: Johan Sjöberg
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: sendmailpipe not working after upgrade to 3.8.12
> 
> Am 14.06.2012 10:46, schrieb Johan Sjöberg:
> > Hi.
> >
> > I just upgraded our RT install from 3.8.10 to 3.8.12. After this RT
> > was unable to send e-mail messages with the default outgoing mail
> > setting  (sendmailpipe). I change mail command to sendmail (and
> > removed -t from mail arguments), and then it works.
> 
> Update to 3.8.13
> http://lists.bestpractical.com/pipermail/rt-announce/2012-May/000207.html

[rt-users] sendmailpipe not working after upgrade to 3.8.12

[Johan Sjöberg]

Hi.
I just upgraded our RT install from 3.8.10 to 3.8.12. After this RT was unable 
to send e-mail messages with the default outgoing mail setting  (sendmailpipe). 
I change mail command to sendmail (and removed -t from mail arguments), and 
then it works.
In the logs it looks like it was trying to use sendmail even before I changed 
it, but with the -t option?

Errors in apache error log:

[Thu Jun 14 08:34:44 2012] [info]: 
 #7276/171323 - 
Scrip 61   On Correspond Notify Requestors and Ccs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Jun 14 08:34:44 2012] [info]: 
 No recipients 
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:353)
[Thu Jun 14 08:34:44 2012] [info]: 
 #7276/171323 - 
Scrip 5 On Correspond Notify AdminCcs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
sendmail: fatal: No recipient addresses found in message header
[Thu Jun 14 08:34:44 2012] [crit]: 
: Could not send 
mail with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed pipe 
at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 451,  line 20.

Stack:
  [/opt/rt3/bin/../lib/RT/Interface/Email.pm:451]
  [/usr/lib/perl5/5.8.8/i386-linux-thread-multi/IO/Handle.pm:401]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Decoder/NBit.pm:151]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Decoder.pm:259]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1889]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1859]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1772]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1832]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1772]
  [/opt/rt3/bin/../lib/RT/Interface/Email.pm:458]
  [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:309]
  [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:129]
  [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238]
  [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477]
  [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205]
  [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188]
  [/opt/rt3/bin/../lib/RT/Record.pm:1457]
  [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2187]
  [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2099]
  [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1521]
  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] 
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:472)

Regards,




Johan Sjöberg


Delta Management AB
Tulegatan 30
113 53 Stockholm
Sweden


Phone: +46 8 501 125 09
Cell: +46 70 751 99 17
www.deltamanagement.se<http://www.deltamanagement.se/>

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<><><>

Re: [rt-users] How to search for a response ?

[Johan Sjöberg]

You can also use the "Content" parameter in the ticket search. It is slow but 
it works.
Or has that been removed in RT4?

/Johan

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov
> Sent: den 7 juni 2012 11:46
> To: Arthur Rance
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] How to search for a response ?
> 
> On Thu, Jun 7, 2012 at 1:01 PM, Arthur Rance 
> wrote:
> > Hello,
> >
> > I'd like to search for a ticket where someone answered "my tailor is rich".
> > How can I do that ?
> 
> Full text search is activated in config. To make it fast you have to do some
> additional steps.
> 
> --
> Best regards, Ruslan.

Re: [rt-users] Limiting by custom field on Time Worked report

[Johan Sjöberg]

Hi.

I have created a modification of this script that groups and summarizes the 
time by a custom field (named "Customer"). I have attached the modified script.

/Johan

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Johnny.five
> Sent: den 29 december 2011 16:09
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Limiting by custom field on Time Worked report
> 
> 
> Hello!
> 
> I'm trying to figure out how to get a custom field onto the Time Worked
> report here:
> 
> http://requesttracker.wikia.com/wiki/TimeWorked
> 
> The idea is to allow filtering of results by a custom field in a ticket.
> I've been trying to wrap my head around the processes/syntax or RT for
> hours
> - any guru out there willing to share some knowledge?
> 
> ~John
> --
> View this message in context: http://old.nabble.com/Limiting-by-custom-
> field-on-Time-Worked-report-tp33050563p33050563.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012

<%args>
 $startdate => undef
 $enddate   => undef
 $queues=> undef


<& /Elements/Header, Title => $title &>
<& /Tools/Reports/Elements/Tabs, current_tab => 'Tools/Reports/TimeWorkedCustomer.html', Title  => $title &>


<%init>
my ($start_date, $end_date, $effective_end_date, $title);

$title = loc('Time worked report');

$start_date = RT::Date->new($session{'CurrentUser'});
$end_date   = RT::Date->new($session{'CurrentUser'}); 

# If we have a value for start date, parse it into an RT::Date object
if ($startdate) {
  $start_date->Set(Format => 'unknown', Value => $startdate);
  # And then get it back as an ISO string for display purposes, in the form field and
  # report header
  $startdate = $start_date->AsString(Format => 'ISO', Timezone => 'server');
}

# Same treatment for end date
if ($enddate) {
  $end_date->Set(Format => 'unknown', Value => $enddate);
  $enddate = $end_date->AsString(Format => 'ISO', Timezone => 'server');
} 
  
 


 
  <&|/l&>Start date:
  <& /Elements/SelectDate, Name => 'startdate', Default => ($startdate) ?  $start_date->AsString(Format => 'ISO', Timezone => 'server') : ''&>
  (report will start from midnight on this day unless you indicate otherwise)
 
  <&|/l&>End date:
  <& /Elements/SelectDate, Name => 'enddate', Default => ($enddate) ?  $end_date->AsString(Format => 'ISO', Timezone => 'server') : ''&>
  (report will -not- be inclusive of this day unless you change the time from midnight)
 
  <&|/l&>Queues:
  <& /Elements/SelectMultiQueue, Name => 'queues', Default => ($queues) ? $queues : ''&>
<& /Elements/Submit&>




<%perl>
# TimeWorkedReport
# Version 0.04  2009-09-28
#
# Fran Fabrizio, UAB CIS, f...@cis.uab.edu

use strict;

# if we are just getting here and the form values are empty, we are done
if (!$startdate || !$enddate) {
  return;
} 

# get the queue object(s)
my $queuesobj = new RT::Queues($session{CurrentUser});
my ($queuelist, %queuesofinterest);

# The user's choice of queues will come in from the web form in the $queues variable, which is
# mapped to the SELECT field on the web interface for the report.  Unfortunately, if the user
# chooses just one queue, $queues will have a scalar value, but if the user chooses multiple
# queues, it will be an arrayref.  So we need to check for each case and process differently.
#
# What we want to construct is the %queuesofinterest simple lookup hash which defines a key
# that is the queue ID for each queue selected, and the $queuelist string, which is just for 
# displaying the list of queues in the report header
if (ref $queues) {
  # multiple queues selected
  for (@$queues) {
$queuesobj->Limit(FIELD => "Id", OPERATOR => "=", VALUE => $_, ENTRYAGGREGATOR => "OR");
$queuesofinterest{$_} = 1;
  } 
  $queuelist = join ", ", map {$_->Name} @{$queuesobj->ItemsArrayRef};
} else {
  my $queue = new RT::Queue;
  $queue->Load(Id => $queues);
  $queuesofinterest{$queues} = 1;
  $queuelist = $queue->Name;
}

# hash to hold statistics
# %stats will be a multilevel hash - first level keys are the usernames, second level keys are 
# the ticket IDs, and for each ticket, we store an anonymous hash with keys Subject and  TimeWorked
# (this implies that a single ticket can live under two+ users if they both worked the ticket)
my %stats;

# Get a new transactions object to hold transaction search results for this ticket
my $trans = new RT::Transactions($session{'CurrentUser'});

# only in the period of interest
$trans->Limit(FIELD => 'Created', OPERATOR => '>', VALUE => $startdate);
$trans->Limit(FIELD => 'Created', OPERATOR => '<', VALUE => $enddate, ENTRYAGGREGATOR =>  'AND');

# now start counting all the TimeTaken by examining transactions associated with thi

Re: [rt-users] migrating from MySQL to Postgres? - SUCCESS!

[Johan Sjöberg]

Hi.

Thanks for your work and the detailed instructions. I tried migrating earlier, 
but I had trouble with non-ASCII characters (all rows with non-ASCII characters 
were skipped), so I put this on ice for the time being. Will this work now, 
after your change #2 mentioned below?

/Johan

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Dario Landazuri
> Sent: den 29 juni 2011 22:58
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] migrating from MySQL to Postgres? - SUCCESS!
> 
> Alright, I'm up and running on Postgres now instead.  Here's a rough writeup
> of what I did - most of it was to adapt/follow the instructions put forth by
> Edward Groenendaal at the bottom of the old wiki page Ruslan posted the
> link to:
> 
> http://wiki-archive.bestpractical.com/view/MySQLToPg
> 
> One difference is that I was only using one machine.  Also, I was already
> running 4.0.1, so upgrading the database weren't needed.  This was done
> with Postgres 9.0 on a machine running RHEL5.
> 
> 1) Install PostgreSQL 9.0 from the "official" yum repo found here:
> 
> http://yum.pgrpms.org/howtoyum.php
> 
> 2) "Reinstalled" RT to use postgres.  I simply used --prefix to put it into a
> different directory.  Specifically, I installed to /opt/rt/rt4-pg.  I also 
> moved the
> current (MySQL-based) installation to /opt/rt/rt-mysql and created a link (ln 
> -
> s rt4-mysql rt4) to facilitate later easy switching back to the mysql version 
> if
> needed.
> 
> 3) make initialize-database
> 
> 4) dropdb -U postgres rt4
> 
> 5) createdb -U postgres rt4
> 
> 6) psql -U postgres rt4 < /opt/rt/rt4-pg/etc/schema.Pg
> 
> 7) Turn off apache and sendmail to facilitate the migration.
> 
> 8) ./RTmysqltoPg (an updated/edited version of the script Edward
> presented)
> 
> This took maybe 10 or 15 minutes, since we don't have a large RT instance
> here - only ~14k tickets.
> 
> 9) Move the rt4 link in /opt/rt to point to /opt/rt/rt4-pg.
> 
> 10) Copy over RT_SiteConfig.pm from /opt/rt/rt4-mysql.  Add a line for the
> different dba user and change the line for the dba password.
> 
> 11) Start apache and sendmail again, check that it works.
> 
> 12) Profit!
> 
> Once it looked like it was working correctly, I proceeded to enable full text
> indexing and begin the initial index as per the instructions in
> full_text_indexing.pod.
> 
> The script from step 8 is attached to this email.  Here're the changes I made
> to the script:
> 
> 1) Changed up the "my @tables" line (25) to take out the RTFM tables and
> make sure all necessary tables in my particular RT instance (except for
> sessions) were accounted for.
> 
> 2) I had to edit the "push @values" line (124) to properly handle UTF-8
> encoding - PG's much more strict than mysql is, apparently.
> 
> 3) Added lines 52-63 to add the ability to update the sequences.  Please
> pardon me if it's bad perl - I'm not a coder, just a sysadmin who can shell
> script on a good day. ;)
> 
> Hope this is helpful to some.
> 
> Cheers,
> Dario
> 
> --
> **
> **
> Dario Landazurida...@astro.as.utexas.edu
> Systems Administrator (512) 471-3334
> McDonald Observatory
> **
> **


2011 Training: http://bestpractical.com/services/training.html

Re: [rt-users] Sendmail - Sender address rejected: Domain not found

[Johan Sjöberg]

Hi.

The address you are sending from is deferred in the recipient's mail server, 
because the domain does not exist. Do you have a MX record for the sender 
domain?

/Johan

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Yaj Tap
Sent: den 13 juni 2011 22:12
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Sendmail - Sender address rejected: Domain not found

Hi All,

We are encountering a issue with sendmail in RT. Following is the maillog from 
the /var/log


Sendmail [102342]: psfafEADaAd: to=mailto:m...@cch.ca,%20delay=02:00:29,%20xdelay=00:00:02,%20mailer=esmtp,%20pri=79782,%20relay=relay-ex2.cch.ca.%20[IP%20Address],%20dsn=4.1.8,%20stat-Defferred:%20450%204.1.8%20%3capa...@rt.domain.com>>:
 Sender address reject: Domain not found

We are suspecting it is a issue of sending emails to subdomain email addresses. 
Meaning emails to a...@xyz.com will go out and but 
sometimes emails with a...@lmn.xyz.com are not going 
out. We could be wrong...problem could be somewhere else.

Any help will be really appreciated.

Thank you.

Re: [rt-users] 4.0 Upgrade error

[Johan Sjöberg]

Verify the database settings in /opt/rt4/etc/RT_SiteConfig.pm are correct. You 
can probably just copy your old RT_SiteConfig.pm from your rt3 installation.

/Johan

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Voity, Michael T.
Sent: den 6 maj 2011 21:54
To: rt-users@lists.bestpractical.com
Subject: [rt-users] 4.0 Upgrade error

Hello,

I have been following the recent threads on the 4.0 upgrade.   It
looks as if that the system I run will not fall into the bugs that everyone 
else has found.

I did however get this error when trying to upgrade the database:

DBI connect('dbname=rt4;host=localhost','rt_user',...) failed: Access denied 
for user 'rt_user'@'localhost' (using password: YES) at 
/usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106 Connect 
Failed Access denied for user 'rt_user'@'localhost' (using
password: YES)
 at /opt/rt4/sbin/../lib/RT.pm line 164

What am i doing wrong?


I don't have a DB of "rt4"
I do have a user "rt_user"

Do I need to edit the "rt-setup-database" file  to change things around?

my upgrade from 3.8.7 to 3.8.9-> 3.8.10 went just fine months ago

Please point me in the right direction.

Regards,
--
Michael T. Voity
TelJet Longhaul LLC

Re: [rt-users] Manual for Full-text search

[Johan Sjöberg]

Hi.

This sounds great. Is this script one of the methods at 
http://requesttracker.wikia.com/wiki/MySQLToPg ?

/Johan

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour
Sent: den 4 maj 2011 10:48
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Manual for Full-text search

On Wed, May 04, 2011 at 08:01:58AM +, Johan Sjöberg wrote:
> I wanted to ask the same question, so I know if I should do the 
> migration before or after upgrading to RT 4.
> There are a lot of different methods on that page, and the simplest 
> ones seem to be just dumping the MySQL database and importing it into 
> Postgres. Is there any general consensus regarding which method is 
> "best", with the biggest chance of getting non-corrupted attachments 
> etc.?
> 

I had success to do this using a script that select in source DB and insert in 
the destination DB (with a schema without datas).

Test: Oracle->Pg, MySQL -> Pg

to my knowledge and experience, this is the best way to do this.

You can do this either:

- 4.0 schema and datas -> 4.0 schema
- 3.8 schema and datas -> 3.8 schema -> run 3.8->4.0 upgrades scripts

Re: [rt-users] Manual for Full-text search

[Johan Sjöberg]

I wanted to ask the same question, so I know if I should do the migration 
before or after upgrading to RT 4.
There are a lot of different methods on that page, and the simplest ones seem 
to be just dumping the MySQL database and importing it into Postgres. Is there 
any general consensus regarding which method is "best", with the biggest chance 
of getting non-corrupted attachments etc.?

/Johan

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Patrick Fish
Sent: den 4 maj 2011 09:51
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Manual for Full-text search

I've been debating the same thing...would the procedure shown on the MySQLToPg 
page on the Wiki still be valid for 4.0.x?

Patrick


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Johan Sjöberg
Sent: Wednesday, May 04, 2011 12:38 AM
To: Alex Vandiver
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Manual for Full-text search

Hi.

Thank you for your reply. We will probably start looking at migrating from 
MySQL to Postgres, since it seems like that is much better way to go. Looking 
forward to the full-text search documentation.

/Johan

-Original Message-
From: Alex Vandiver [mailto:ale...@bestpractical.com]
Sent: den 3 maj 2011 17:53
To: Johan Sjöberg
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Manual for Full-text search

On Mon, 2011-05-02 at 13:52 +, Johan Sjöberg wrote:
> I am currently evaluating RT4 on our RT test-server. I noticed that 
> improved fulltext-search is one of the things mentioned in the release 
> notes, and I can also see some settings regarding FullTextSearch in 
> RT_Config.pm.
> 
> Is there any documentation on how to setup and use this feature? It 
> would be very useful to us.

We will be shipping much-improved documentation on the full-text searching in 
RT 4.0.1.  There is also a sizable bug which prevents it from working on MySQL 
in RT 4.0.0, which we hope to resolve quickly enough to also land in RT 4.0.1.

> We are using MySQL 5.0

The updated documentation will also make clear that as MySQL does not include 
built-in full-text search capabilities, we rely on the external Sphinx FTS 
tool.  Unfortunately, the SphinxSE engine which allows us to make FTS queries 
from within MySQL requires recompiling MySQL.  You can find complete 
instructions on how to do this at 
http://sphinxsearch.com/docs/2.0.1/sphinxse-installing.html

 - Alex

Re: [rt-users] Manual for Full-text search

[Johan Sjöberg]

Hi.

Thank you for your reply. We will probably start looking at migrating from 
MySQL to Postgres, since it seems like that is much better way to go. Looking 
forward to the full-text search documentation.

/Johan

-Original Message-
From: Alex Vandiver [mailto:ale...@bestpractical.com] 
Sent: den 3 maj 2011 17:53
To: Johan Sjöberg
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Manual for Full-text search

On Mon, 2011-05-02 at 13:52 +, Johan Sjöberg wrote:
> I am currently evaluating RT4 on our RT test-server. I noticed that 
> improved fulltext-search is one of the things mentioned in the release 
> notes, and I can also see some settings regarding FullTextSearch in 
> RT_Config.pm.
> 
> Is there any documentation on how to setup and use this feature? It 
> would be very useful to us.

We will be shipping much-improved documentation on the full-text searching in 
RT 4.0.1.  There is also a sizable bug which prevents it from working on MySQL 
in RT 4.0.0, which we hope to resolve quickly enough to also land in RT 4.0.1.

> We are using MySQL 5.0

The updated documentation will also make clear that as MySQL does not include 
built-in full-text search capabilities, we rely on the external Sphinx FTS 
tool.  Unfortunately, the SphinxSE engine which allows us to make FTS queries 
from within MySQL requires recompiling MySQL.  You can find complete 
instructions on how to do this at 
http://sphinxsearch.com/docs/2.0.1/sphinxse-installing.html

 - Alex

[rt-users] Manual for Full-text search

[Johan Sjöberg]

Hi.

I am currently evaluating RT4 on our RT test-server. I noticed that improved 
fulltext-search is one of the things mentioned in the release notes, and I can 
also see some settings regarding FullTextSearch in RT_Config.pm.
Is there any documentation on how to setup and use this feature? It would be 
very useful to us.
I tried setting "Enabled" and "Indexed" to 1 in RT_SiteConfig.pm and ran 
rt-fulltext-indexer as suggested in the configuration file, but I got an error 
message.
The configuration comments tells me to run rt-fulltext-indexer for instructions 
on setup, but this command tells me to read the documentation for the 
FullTextSearch setting.
We are using MySQL 5.0

Best Regards,
Johan Sjöberg

Re: [rt-users] firefox4 textbox missing

[Johan Sjöberg]

I noticed an issue with the Richtext editor and Fx4 when using the 
SphinxIntegrated addon from the wiki. This addon includes a javascript 
document.domain setting that goes in the InHeader file of RT. When this line is 
present, the Rich text editor does not load in Fx4. Without it, it works fine.
I don't know if this is related, but I thought I'd mention it.

/Johan

Re: [rt-users] Time Worked Report

[Johan Sjöberg]

Do you have a /usr/local/rt3?

/Johan

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Walid Haider
Sent: den 29 mars 2011 15:20
To: Kenneth Crocker; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time Worked Report

Kenn,

Again, thanks for the reply. As I ran a packaged install of RT 3.8.4, my $home 
is /usr/share/rt3. My folder structure is different compared to what you 
mention below, as I do not have a share directory within my RT $home.

Please advise if I should create the local  directory  within /usr/share/rt3.

Thanks,
Walid

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: segunda-feira, 28 de Março de 2011 17:33
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time Worked Report

Walid,

What I mean is this; it is highly recommended that any changes you make to RT 
code be done in a "local" version. RT will automatically look to 
$Home/local/.../.../ (where $home is usually opt/rt3/) for any override code 
that an installation may have developed. In this example (TimeWorkedReport), I 
copied the various /$home/share/.../... directories & files listed in the 
"readme' for that report into a /$home/local/.../... version/copy of those 
directoryies & files. I did NOT make any changes to any /share/ version of RT 
code. This is recommended for a couple reasons; the least of which it is easier 
to maintain later versions of RT without wiping out your local code (provided 
you keep a copy of that code). Also, industry wide for about the last 40 years, 
it has been considered a best practice to never mess with original code, but to 
provide a method that allows you to use other code instead.

So, my advice is to first; return all /share/ code to it's original state. Then 
create $home/local/html/Tools/Reports directories in order to copy/create the 
files mentioned in the "TimeWorkedReport" documentation. That's what I did:

1) If it exists,type "/opt/rt3/local/html/Elements/"  otherwise, create 
it.
2) Copy the "delivered" file (from .../share/...) SelectQueue over to this 
directory with a the new name.
A) Type "cp /opt/rt3/share/html/Elements/SelectQueue SelectMultiQueue" 
.
3) Replace the code in "SelectMultiQueue" with the code specified for this file 
from the document the "TimeWorkedReport".
4) If it exists, type "/opt/rt3/local/html/Tools/" , otherwise, create 
it.
5) Create new directories:
A) Create "Reports" directory within "Tools"
B) Get into "Reports" directory.
C) Create "Elements" directory within "Tools/Reports"
6) Copy the "delivered" files (from .../share/...) (Tabs, index.html) over to 
the new directories:
A) Copy the "Tabs" file over to "Tools/Reports/Elements":
1) Within "Elements", type "cp 
/opt/rt3/share/html/Tools/Reports/Elements/Tabs ." .
2) Go back 1 directory level to get to "/Tools/Reports".
3) Copy the "index.html" file over to "Tools/Reports" twice:
a) Within "Tools/Reports", type "cp 
/opt/rt3/share/html/Tools/index.html ." .
b) Within "Tools/Reports", type "cp 
/opt/rt3/share/html/Tools/index.html TimeWorkedReport.html" .
7) Modify/Replace the code in "Tabs", "index.html" &  "TimeWorkedReport" with 
the code specified for these files from the document the "Time Worked Report".

Anyway, This is the procedure I followed and I had absolutely no problems AND I 
didn't have to worry about Production being messed up.

Also, I'm in 3.8.7 so I made sure to follow the 3.8 instructions.

Hope this helps.

Kenn
LBNL

[rt-users] Time worked field on "Create ticket" page

[Johan Sjöberg]

Hi.

Is it possible to add the "Time Worked" field to the Create page? Sometimes we 
get a call from a customer, and after that we create a ticket about this. Then 
we can't add time worked to the ticket without making a comment immediately 
after creating is.

Best regards,
Johan Sjöberg

[rt-users] Notification for reminders

[Johan Sjöberg]

Hi.

I have created some reminders in our RT system, but we get no notification at 
the time of the reminder. This means that we have to keep watching the 
Reminders field at "RT at a glance". Is it possible to configure RT to send out 
a notification e-mail to the admin-cc when a reminder occurs?

/Johan

Re: [rt-users] Sphinx full-text search engine in RT

[Johan Sjöberg]

Hi Cristiano.

Thanks for your reply.
It seems like your attached zip file was removed somewhere on the way, probably 
in your end, since it is missing both in your mail to me and in the one to 
rt-users. It has been replaced by a text file containing "This attachment was 
removed by Edge3 Transport Agent". Is it a lot of code, or could you add it to 
the wiki as well?

/Johan

From: Guadagnino Cristiano [mailto:guadagnino.cristi...@creval.it]
Sent: den 11 januari 2011 12:22
To: Johan Sjöberg
Cc: rt-users@lists.bestpractical.com
Subject: R: Sphinx full-text search engine in RT

Hi Johan,
I am attaching the missing files to this message.

You'll also find "sorttable-RT.js", which we implemented after I wrote the 
article: with this you can sort the results table by clicking on the field 
names in the table header (like other tables in RT). It still lacks feedback 
when you hover the table headers, but it works very well otherwise.

To enable table sorting you have to modify sphinx.php and insert the following 
code in the  section (obviosuly you'll have to adapt the path):



Before doing this, please reget the sphinx.php script from the wiki because I'm 
going to add a few lines of necessary code there.

Hope this helps!

Bye
Cristiano

Da: Johan Sjöberg [mailto:johan.sjob...@deltamanagement.se]
Inviato: Tuesday, January 11, 2011 10:39 AM
A: Guadagnino Cristiano; rt-users@lists.bestpractical.com
Oggetto: RE: Sphinx full-text search engine in RT

Hi.

Thanks for your great work. I am currently trying to follow your documentation 
to integrate sphinx in our RT setup, and I have run into some problems.

In sphinx.php, you include MySql.class.php and Timer.class.php. What are these? 
Have you written them yourself, or are they available for download somewhere?

Best Regards,
Johan

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Guadagnino 
Cristiano
Sent: den 13 september 2010 15:22
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Sphinx full-text search engine in RT

Hi all,
I just wanted to let everyone know that I have finished integrating the Sphinx 
search engine in our RT.

It is simply great: full-text searches on the whole RT db in just fractions of 
a second!

I am slowly documenting the whole thing on the RT wiki. You can find it by 
looking for "IntegratingSphinx". It is not yet complete though.

I hope it will be useful to somebody else.

Bye
Cris

Re: [rt-users] Sphinx full-text search engine in RT

[Johan Sjöberg]

Hi.

Thanks for your great work. I am currently trying to follow your documentation 
to integrate sphinx in our RT setup, and I have run into some problems.

In sphinx.php, you include MySql.class.php and Timer.class.php. What are these? 
Have you written them yourself, or are they available for download somewhere?

Best Regards,
Johan

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Guadagnino 
Cristiano
Sent: den 13 september 2010 15:22
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Sphinx full-text search engine in RT

Hi all,
I just wanted to let everyone know that I have finished integrating the Sphinx 
search engine in our RT.

It is simply great: full-text searches on the whole RT db in just fractions of 
a second!

I am slowly documenting the whole thing on the RT wiki. You can find it by 
looking for "IntegratingSphinx". It is not yet complete though.

I hope it will be useful to somebody else.

Bye
Cris

Re: [rt-users] how to pre-fill fields?

[Johan Sjöberg]

You can also use variables in the URL to the Create.html page. For example 
rt/Create.html?Queue=3&requestors=some...@somecompany.com&Subject=Somesubject

We use this to create links on our wiki to create new tickets for specific 
customers.
But now I see that the Subject might cause a problem, I don’t know how to 
specify it if it contains spaces…

/Johan

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mathieu Longtin
Sent: den 17 oktober 2010 05:00
To: superj...@gmail.com
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] how to pre-fill fields?

If you're coming from another page, you can post the value of the fields you 
want. Look at share/html/Ticket/Create for the variable names.

If you want to put default values, create a callback for Ticket/Create that 
would fill the required fields.

--
Mathieu Longtin
1-514-803-8977

On Sat, Oct 16, 2010 at 7:50 PM, Jason Edgar 
mailto:superj...@gmail.com>> wrote:
I would be interested in seeing your solution, though I don't know if I'd be 
able to use it. Can't I prefill the fields with a scrip?

On Sat, 16 Oct 2010 23:27:26 +, Joe Harris wrote:
> 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 well, but I limit them to 2MB
> within the php code (which can be changed).
>
> Let me know if there is interest.
>
> Joe
>
> Sent from blackberry
>
> -Original Message-
> From: Jason Edgar mailto:superj...@gmail.com>>
> Sender: 
> rt-users-boun...@lists.bestpractical.com
> Date: Sat, 16 Oct 2010 18:14:30
> To: 
> mailto:rt-users@lists.bestpractical.com>>
> Reply-To: superj...@gmail.com
> Subject: [rt-users] how to pre-fill fields?
>
> How do I pre-fill a field(e.g. the subject fill or description
> field). .i.e how do I modify RT so that when I click 'new ticket'
> the subject or description fill would already have text that I
> entered somewhere else?
>
> 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 Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!


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] GnuPG Interface Mouse and Moose - Missing dependencies

[Johan Sjöberg]

I solved it myself. I forced a reinstall of Scalar::Util from cpan, and after 
that it seems to work. At least I can now start Apache...

/Johan

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Johan Sjöberg
> Sent: den 15 oktober 2010 10:51
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] GnuPG Interface Mouse and Moose - Missing
> dependencies
> 
> Did anyone solve this? I ran into the same problem after yum updated perl
> on my CentOS server.
> 
> My versions:
> Mouse-0.64
> Any-Moose-0.13
> GnuPG-Interface-0.42
> perl-5.8.8-32.el5_5.2
> 
> /Johan
> 
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> > boun...@lists.bestpractical.com] On Behalf Of MariaE
> > Sent: den 26 augusti 2010 17:49
> > To: rt-users@lists.bestpractical.com
> > Subject: Re: [rt-users] GnuPG Interface Mouse and Moose - Missing
> > dependencies
> >
> >
> > I forgot indicate the versions that I have installed:
> >
> > Mouse-0.64
> > Any-Moose-0.13
> > GnuPG-Interface-0.42
> > perl-5.8.8-32
> >
> > Thanks,
> >
> >
> > MariaE wrote:
> > >
> > > Hi Mark,
> > >
> > > I also upgraded my perl and I have the exactly the same problem, maybe
> > you
> > > resolved the problem?
> > >
> > > Thanks,
> > > Maria Elena
> > >
> > >
> > > Mark Street wrote:
> > >>
> > >> Hi,
> > >>
> > >> I broke rt 3.8.8 after updating my Centos 5 box with yum...it upgraded
> > >> perl. I knew it was going to be a problem right after I did it
> > >>
> > >> I ran make testdeps in my rt3 source directory and used CPAN to update
> > >> all of the missing modules... all but 1, the GnuPG::Interface module is
> > >> not behaving.
> > >>
> > >> SOME DEPENDENCIES WERE MISSING.
> > >> GPG missing dependencies:
> > >> GnuPG::Interface ...MISSING
> > >> Undefined subroutine &Mouse::Util::get_metaclass_by_name called at
> > >> /usr/lib/perl5/site_perl/5.8.8/Any/Moose.pm line 103.
> > >> make: *** [testdeps] Error 1
> > >>
> > >> I installed GnuPG 0.4.2 through cpan and manually installed it so I know
> > >> it is installed. I did the same thing for Mouse and Any::Moose.
> > >>
> > >> I have seen 1 other similar instance of this on a search of gossamer
> > >> threads forums from June 21st... so I am not alone.
> > >>
> > >> Any ideas on how to remedy this one?
> > >>
> > >> --
> > >> Mark Street, D.C., RHCE
> > >> Chief Technology Officer
> > >> Alliance Medical Center
> > >> (707) 433-5494
> > >>
> > >>
> > >> 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://old.nabble.com/GnuPG-Interface-
> > Mouse-and-Moose---Missing-dependencies-tp28993895p29543938.html
> > Sent from the Request Tracker - User mailing list archive at Nabble.com.
> >
> >
> > 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 Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!

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] GnuPG Interface Mouse and Moose - Missing dependencies

[Johan Sjöberg]

Did anyone solve this? I ran into the same problem after yum updated perl on my 
CentOS server.

My versions:
Mouse-0.64
Any-Moose-0.13
GnuPG-Interface-0.42
perl-5.8.8-32.el5_5.2

/Johan

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of MariaE
> Sent: den 26 augusti 2010 17:49
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] GnuPG Interface Mouse and Moose - Missing
> dependencies
> 
> 
> I forgot indicate the versions that I have installed:
> 
> Mouse-0.64
> Any-Moose-0.13
> GnuPG-Interface-0.42
> perl-5.8.8-32
> 
> Thanks,
> 
> 
> MariaE wrote:
> >
> > Hi Mark,
> >
> > I also upgraded my perl and I have the exactly the same problem, maybe
> you
> > resolved the problem?
> >
> > Thanks,
> > Maria Elena
> >
> >
> > Mark Street wrote:
> >>
> >> Hi,
> >>
> >> I broke rt 3.8.8 after updating my Centos 5 box with yum...it upgraded
> >> perl. I knew it was going to be a problem right after I did it
> >>
> >> I ran make testdeps in my rt3 source directory and used CPAN to update
> >> all of the missing modules... all but 1, the GnuPG::Interface module is
> >> not behaving.
> >>
> >> SOME DEPENDENCIES WERE MISSING.
> >> GPG missing dependencies:
> >> GnuPG::Interface ...MISSING
> >> Undefined subroutine &Mouse::Util::get_metaclass_by_name called at
> >> /usr/lib/perl5/site_perl/5.8.8/Any/Moose.pm line 103.
> >> make: *** [testdeps] Error 1
> >>
> >> I installed GnuPG 0.4.2 through cpan and manually installed it so I know
> >> it is installed. I did the same thing for Mouse and Any::Moose.
> >>
> >> I have seen 1 other similar instance of this on a search of gossamer
> >> threads forums from June 21st... so I am not alone.
> >>
> >> Any ideas on how to remedy this one?
> >>
> >> --
> >> Mark Street, D.C., RHCE
> >> Chief Technology Officer
> >> Alliance Medical Center
> >> (707) 433-5494
> >>
> >>
> >> 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://old.nabble.com/GnuPG-Interface-
> Mouse-and-Moose---Missing-dependencies-tp28993895p29543938.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> 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 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] getting 'time worked' for one user and one time period

[Johan Sjöberg]

Maybe you can use this report?
http://wiki.bestpractical.com/view/TimeWorked

/Johan

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Constable
Sent: den 11 oktober 2010 12:56
To: rt-users@lists.bestpractical.com
Subject: [rt-users] getting 'time worked' for one user and one time period

Hi all,

Hoping someone else has done this already I can crib from..

Our team uses RT for trouble tickets, and record how much time they spend on 
each update.  They also pass tickets among themselves.  I run a very basic 
report of tickets modified that week in that queue, and, downloading the 
spreadsheet, calculate the time worked field for each owner.  This has a number 
of problems, the most pertinent of which is that it seems to show all the time 
worked, and hence that users may 'benefit' from work on the ticket by others 
but its applied to just their userid, and there is no way to extract just the 
time worked in that week.

Has anyone done this in a more elegant, accurate way?  I'm happy to write some 
code to do this, but was wondering if RT stores the data for time in a (say) 
array for each ticket, or just an incremented counter, which would mean I could 
never separate the ticket out between the multiple contributors, or times 
contributed.. Some advice would be appreciated!

Cheers

John
--
John Constable
Group IT Manager
ip.access Ltd
DDI: +44 1954 713723
Don't forget IT On call No: +44 1954 717909
Please raise all IT issues via i...@ipaccess.com





This message contains confidential information and may be privileged. If you 
are not the intended recipient, please notify the sender and delete the message 
immediately.

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Cambourne Business Park, Cambourne, Cambridge CB23 6DW, United Kingdom


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Re: [rt-users] Attachments missing in RESOLVED template

[Johan Sjöberg]

Do you want to change so that all resolve messages are sent to the requestor? 
In that case you can use http://wiki.bestpractical.com/view/ResolveSendsReply

/Johan

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Miroslav Horvath
Sent: den 14 september 2010 09:28
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Attachments missing in RESOLVED template


thanks, but this doesnt help. We don't want to teach 300 people, that when they 
need to send some file within Resolved, they have to change something.
And other thing, for RESOLVED template we have another text message as for 
REPLY. 
--
View this message in context: 
http://old.nabble.com/Attachments-missing-in-RESOLVED-template-tp29697019p29705877.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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 Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Attachments missing in RESOLVED template

[Johan Sjöberg]

Hi.

Normally, the resolve is done as a comment, and the requestor only gets a 
notification that the ticket is resolved. If you want to do it in one step, you 
can click Reply, change status to resolved and add the information that you 
want to send to the requestor. Alternatively, you can click Resolve, and change 
the update type to "Reply to requestors". You can probably change the default 
behavior some way, but I don't know how.

/Johan

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Miroslav Horvath
> Sent: den 13 september 2010 13:05
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Attachments missing in RESOLVED template
> 
> 
> Hello
> 
> We have RT 3.8.4 running. Our users are missing the functionality, that when
> they put ticket to RESOLVED, writing some info into message field, and
> adding some attachments there, then the requestor receive the email but
> WITHOUT attachment.
> 
> How we can change this ?
> 
> Currently we have to make REPLY (with that attachment) and then hitting
> Resolve, but that's 2 steps with 2 emails to the requestor, which can be
> done by only one.
> 
> BR, Miroslav
> --
> View this message in context: http://old.nabble.com/Attachments-missing-
> in-RESOLVED-template-tp29697019p29697019.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
> 
> 
> 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 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] Report on time worked per user

[Johan Sjöberg]

I think that this is what you want.

http://wiki.bestpractical.com/view/TimeWorkedReport

/Johan

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ian Rowland
Sent: den 2 september 2010 22:45
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Report on time worked per user

Hi folks

I'd like to pull a report on time worked per user on a ticket, at present I am 
pulling a report on resolved, then go into each ticket to see how much time was 
spent per user on a ticket.

Is there a way to report on time spent per user on a ticket?

Example:

Ticket ID   Subject Total Time SpentTime User A Time User B etc
2223 Ian cannot print   30  15 15 etc



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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] Set custom field from CLI, RT 3.8.8

[Johan Sjöberg]

Hi.

Is it possible to set and view custom field values in the CLI in RT 3.8.8? I 
tried the things mentioned on http://wiki.bestpractical.com/view/UseRtTool, but 
it does not seem to work on 3.8. The custom field is not set during ticket 
creation, and I cannot see the custom fields in "rt show ticket".

/Johan

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] Getting customfield value for a ticket

[Johan Sjöberg]

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Johan Sjöberg
Sent: den 24 juni 2010 16:35
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket



-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Johan Sjöberg
Sent: den 24 juni 2010 16:16
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: den 24 juni 2010 16:03
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket

On Thu, Jun 24, 2010 at 03:38:50PM +0200, Johan Sjöberg wrote:
>We have a custom field named "Customer" that we set for our tickets. I am 
> trying to modify
>this report to summarize time worked per customer during the given time 
> period:
>[1]http://wiki.bestpractical.com/view/TimeWorkedReport
> 
> 
> 
>The problem I have is to get the custom field value for a ticket.
> 
> 
> 
>I have a Ticket "Object" that is created by
> 
>my $t = new RT::Ticket($session{'CurrentUser'});
> 
>   $t->Load($tr->ObjectId);
> 
> 
> 
>After that I want to get the Custom Field value for this ticket. I can see 
> the data in the
>ObjectCustomFieldValues table, but I do not know how to get the 
> information I want.
> 
>I have the ticket id in $t->id and the CustomField id is 19.
> 
>I have tried using the different functions available in the RT perl 
> modules, but have been
>unable to get it right.
> 
>I know very little perl, so I have been working at a trial and error basis.
> 
> 
> 
>Do you have any tips for me on how to get it to work?

All of the methods you might want for this are defined in RT::Record
and you can read their documentation with 
perldoc /opt/rt3/lib/RT/Record.pm

Try searching for CustomFieldValue

-kevin

Thanks for your reply. However, I cannot get perldoc to work, when I run 
perldoc /opt/rt3/lib/RT/Record.pm I get
No documentation found for "/opt/rt3/lib/RT/Record.pm".
I have verified that Record.pm is in the specified directory. Could this be 
because my RT is installed using the RPM packages from 
http://www.tlviewer.org/rt3/rt-3.8.2/ and that the docs are missing?

/Johan 

Sorry, I did only check that the path to the pm files was correct. I do not 
have any Record.pm anywhere on the server...

/Johan

I solved it. Perldoc was an easier way to understand things than reading the 
code.

This is how I did it, if anyone is interested:
---snip
# what customer is this?
   my $c = "";
   my $cfs = $t->CustomFieldValues;
   while (my $cf = $cfs->Next) {
if ($cf->CustomField == 19) {
   $c = $cf->Content;
}
   }
---snip

/Johan


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Re: [rt-users] Getting customfield value for a ticket

[Johan Sjöberg]

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Johan Sjöberg
Sent: den 24 juni 2010 16:16
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: den 24 juni 2010 16:03
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket

On Thu, Jun 24, 2010 at 03:38:50PM +0200, Johan Sjöberg wrote:
>We have a custom field named "Customer" that we set for our tickets. I am 
> trying to modify
>this report to summarize time worked per customer during the given time 
> period:
>[1]http://wiki.bestpractical.com/view/TimeWorkedReport
> 
> 
> 
>The problem I have is to get the custom field value for a ticket.
> 
> 
> 
>I have a Ticket "Object" that is created by
> 
>my $t = new RT::Ticket($session{'CurrentUser'});
> 
>   $t->Load($tr->ObjectId);
> 
> 
> 
>After that I want to get the Custom Field value for this ticket. I can see 
> the data in the
>ObjectCustomFieldValues table, but I do not know how to get the 
> information I want.
> 
>I have the ticket id in $t->id and the CustomField id is 19.
> 
>I have tried using the different functions available in the RT perl 
> modules, but have been
>unable to get it right.
> 
>I know very little perl, so I have been working at a trial and error basis.
> 
> 
> 
>Do you have any tips for me on how to get it to work?

All of the methods you might want for this are defined in RT::Record
and you can read their documentation with 
perldoc /opt/rt3/lib/RT/Record.pm

Try searching for CustomFieldValue

-kevin

Thanks for your reply. However, I cannot get perldoc to work, when I run 
perldoc /opt/rt3/lib/RT/Record.pm I get
No documentation found for "/opt/rt3/lib/RT/Record.pm".
I have verified that Record.pm is in the specified directory. Could this be 
because my RT is installed using the RPM packages from 
http://www.tlviewer.org/rt3/rt-3.8.2/ and that the docs are missing?

/Johan 

Sorry, I did only check that the path to the pm files was correct. I do not 
have any Record.pm anywhere on the server...

/Johan

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

Re: [rt-users] Getting customfield value for a ticket

[Johan Sjöberg]

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: den 24 juni 2010 16:03
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket

On Thu, Jun 24, 2010 at 03:38:50PM +0200, Johan Sjöberg wrote:
>We have a custom field named "Customer" that we set for our tickets. I am 
> trying to modify
>this report to summarize time worked per customer during the given time 
> period:
>[1]http://wiki.bestpractical.com/view/TimeWorkedReport
> 
> 
> 
>The problem I have is to get the custom field value for a ticket.
> 
> 
> 
>I have a Ticket "Object" that is created by
> 
>my $t = new RT::Ticket($session{'CurrentUser'});
> 
>   $t->Load($tr->ObjectId);
> 
> 
> 
>After that I want to get the Custom Field value for this ticket. I can see 
> the data in the
>ObjectCustomFieldValues table, but I do not know how to get the 
> information I want.
> 
>I have the ticket id in $t->id and the CustomField id is 19.
> 
>I have tried using the different functions available in the RT perl 
> modules, but have been
>unable to get it right.
> 
>I know very little perl, so I have been working at a trial and error basis.
> 
> 
> 
>Do you have any tips for me on how to get it to work?

All of the methods you might want for this are defined in RT::Record
and you can read their documentation with 
perldoc /opt/rt3/lib/RT/Record.pm

Try searching for CustomFieldValue

-kevin

Thanks for your reply. However, I cannot get perldoc to work, when I run 
perldoc /opt/rt3/lib/RT/Record.pm I get
No documentation found for "/opt/rt3/lib/RT/Record.pm".
I have verified that Record.pm is in the specified directory. Could this be 
because my RT is installed using the RPM packages from 
http://www.tlviewer.org/rt3/rt-3.8.2/ and that the docs are missing?

/Johan 

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

Re: [rt-users] Getting customfield value for a ticket

[Johan Sjöberg]

-Original Message-
From: Wolfram Huettermann [mailto:wolfram.huetterm...@desy.de] 
Sent: den 24 juni 2010 15:48
To: Johan Sjöberg
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Getting customfield value for a ticket

Johan Sjöberg wrote:
>
> Hi.
>
> We have a custom field named "Customer" that we set for our tickets. I 
> am trying to modify this report to summarize time worked per customer 
> during the given time period: 
> http://wiki.bestpractical.com/view/TimeWorkedReport
>
> The problem I have is to get the custom field value for a ticket.
>
> I have a Ticket "Object" that is created by
>
> my $t = new RT::Ticket($session{'CurrentUser'});
>
> $t->Load($tr->ObjectId);
>
> After that I want to get the Custom Field value for this ticket. I can 
> see the data in the ObjectCustomFieldValues table, but I do not know 
> how to get the information I want.
>
> I have the ticket id in $t->id and the CustomField id is 19.
>
> I have tried using the different functions available in the RT perl 
> modules, but have been unable to get it right.
>
> I know very little perl, so I have been working at a trial and error 
> basis.
>
> Do you have any tips for me on how to get it to work?
>
> Best Regards,
>
> Johan Sjöberg
>
> 
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
Hello Johann,

Use $t->Content if this custom field only stores one value.

Greetings,

Wolfram

Hi.

Does that work when $t is a ticket? Won't that just return the content of the 
ticket? If there even is a Content "property" for the ticket.
BTW, I am using RT 3.8.2 if that matters.

/Johan




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

[rt-users] Getting customfield value for a ticket

[Johan Sjöberg]

Hi.

We have a custom field named "Customer" that we set for our tickets. I am 
trying to modify this report to summarize time worked per customer during the 
given time period: http://wiki.bestpractical.com/view/TimeWorkedReport

The problem I have is to get the custom field value for a ticket.

I have a Ticket "Object" that is created by
my $t = new RT::Ticket($session{'CurrentUser'});
   $t->Load($tr->ObjectId);

After that I want to get the Custom Field value for this ticket. I can see the 
data in the ObjectCustomFieldValues table, but I do not know how to get the 
information I want.
I have the ticket id in $t->id and the CustomField id is 19.
I have tried using the different functions available in the RT perl modules, 
but have been unable to get it right.
I know very little perl, so I have been working at a trial and error basis.

Do you have any tips for me on how to get it to work?

Best Regards,
Johan Sjöberg

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