[rt-users] Display of child/dependent tickets in search results

2017-03-06 Thread Keith Edmunds
When a ticket that has child or dependent tickets is displayed, any
child/dependent tickets that are resolved are shown at struck through.

In search results, if child/dependent tickets are shown, resolved ones are
not struck through.

Has anyone patched RT to strike resolved child/dependent tickets in search
results?

Should I report this as a bug?

We're using RT4.2.8.

Thanks,
Keith
-- 
"A champion is someone who gets up when he can't" - Jack Dempsey

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[rt-users] Move tickets to queue but don't allow ticket creation

2017-02-12 Thread Keith Edmunds
We have a "Triage" queue and a number of problem-type queues. Ideally,
we'd like to allow tickets to only be created in the Triage queue and
then be moved to the appropriate problem queue, but it appears that we need
the "Create Ticket" permission on a queue to move tickets to it.

Is there any way of achieving what we want?

Thanks,
Keith
-- 
"The great enemy of communication is the illusion of it" - William Whyte


Re: [rt-users] Unable to connect to MySQL during RT upgrade

2016-10-10 Thread Keith Edmunds
> The 'update-rt-siteconfig' command still seems to be working on the 4.2.8
> install, not the new 4.4.1.

update-alternatives(8)

Or, use the full command name. Try this:

# update-rt-siteconfig 
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than Americans do - you know, like healthcare, education and gun
control" - David Letterman

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[rt-users] Custom CSS formatting?

2016-09-19 Thread Keith Edmunds
Are there any plans to allow custom CSS formatting? I'm aware of the Theme
page, but what I'd like is to have per-row CSS classes on the search
results pages. For example, "if Starts < Now then CSS_class='overdue'"

Anything like that planned?

Thanks,
Keith
-- 
"Why does God hate me so much? Is it because I don't believe in him?" -
Sidney Morgenbesser

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[rt-users] Check custom field when changing queues

2016-01-18 Thread Keith Edmunds
Hi everyone

We want to check that a specific custom field has been set (to any
non-blank value) before allowing a ticket to be moved from our Triage queue
to any other queue. Does anyone have any code that does that?

Thanks,
Keith
-- 
"Why does God hate me so much? Is it because I don't believe in him?" -
Sidney Morgenbesser



[rt-users] Searching for repeating tickets

2015-09-30 Thread Keith Edmunds
Hi

We're using the Repeat Ticket extension
(http://blog.bestpractical.com/2013/03/scheduled-ticket-creation-in-rt.html).

I want to search for all "base" repeating tickets, and the only criteria I
can come up with to identify them is to search for tickets where the custom
field "Original Ticket" is equal the current ticket.

Is there a way of using such criteria in RT?

Or is there a better way of searching for repeat base tickets?

Thanks,
Keith
-- 
"Laughter is the best medicine, though it tends not to work in the case
of impotence" - Jo Brand



Re: [rt-users] Searching for repeating tickets

2015-09-30 Thread Keith Edmunds
Jeffrey Pilant wrote:

> Can you search the custom field and look for it to be equal to
> Tickets.id?  That is, use the text "Tickets.id" instead of some number?
> Then when the SQL is formed, it creates something like: Select main.*
> from Tickets main "CF.{Original Ticket}" = Tickets.id Were you to set it
> to #456, it would look like: Select main.* from Tickets main
> "CF.{Original Ticket}" = 456
> 
> By using the text of a field name for the original ticket id, I think it
> would match.

Thanks Jeff. When I saw your reply, I had hoped it would work, but
unfortunately RT quotes "Tickets.id" so the SQL WHERE clause generated is:

'CF.{Original Ticket}' = 'Tickets.id'

I tried manually editing that to remove the quotes, but then it fails with:

"Wrong query, expecting a VALUE in ''CF.{Original Ticket}' =
>Tickets.id<--here'"

There must be a way of doing this...

Keith
-- 
"Soccer is one of those things that the rest of world cares about more
than Americans do - you know, like healthcare, education and gun
control" - David Letterman



[rt-users] List of Transaction Types

2015-06-23 Thread Keith Edmunds
Where can I find a list of transaction types?

I found http://requesttracker.wikia.com/wiki/Transaction, but that appears
to be old or incomplete (for example, it doesn't include SetWatcher).

Thanks,
Keith


[rt-users] Strike though depends on when resolved

2015-04-13 Thread Keith Edmunds
Hi

If Depends On is added as a column to the At a glance ticket lists,
tickets that are depended on are listed as expected. However, once the
depended-on ticket is resolved, we'd like the At a glance listing to
show the resolved ticket with strike through.

This *does* happen if the depending-on ticket is opened: the Links box
shows the depended-on ticket struck through, but not in the At a glance
listing.

Is there an easy way to fix that?

Thanks,
Keith


[rt-users] Link from custom field

2012-05-24 Thread Keith Edmunds
We've just upgraded from 3.8.8. to 4.0.5.

We have one custom field on tickets of select one value, which we use to
identify which of our clients raised the ticket.

In 3.8.8, I had set a link on the custom field so that it would display a
list of all unresolved tickets for this client. I did that by searching
for such tickets for one client, copying the URL and replacing the client
name with __CustomFiel__, and that worked fine.

Following the same steps with 4.0.5 (with the query recreated), it doesn't
work so well. The resulting display lists the tickets as expected, but
doesn't include their ID number (despite that being present in the
manually-run query), and the links from the ticket subject all link to one
ticket.

Clearly my logic in creating the custom field link is broken.

What would be the best way of linking a custom field to all unresolved
tickets with that custom field value?

Thanks,
Keith
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


Re: [rt-users] Link from custom field

2012-05-24 Thread Keith Edmunds
Thanks Thomas, that was precisely the problem, and all working now.
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


[rt-users] Migrate, not upgrade, database

2011-12-08 Thread Keith Edmunds
Hi List

We have an RT system that's been running for over six years, and during
that time it has been upgraded from time to time and is now running 3.8.8
with MySQL. We're about to upgrade to 4.0.2, but I want to try to fix some
issues we've been having.

Back in the olden days, customisations were made to RT by executing
Perl/SQL code. Since then, the UI has facilitated customisations to the
extent that we no longer need to use Perl/SQL to achieve the
customisations we want. However, I suspect something in the deep past has
caused some issues in our database - for example, if we create a new user,
even one with ALL privileges, they do not see a take link on tickets
on the homepage (they can open and take tickets without problem). There
are a couple of other oddities.

So what I'd like to do it create a virgin V4 database, and import just the
historical tickets (and maybe users, but without any customisations). A
few questions:

 - is that feasible?
 - which tables do I need to import?
 - do I need to massage any of them prior to import?
 - am I proposing something totally stupid?

I really appreciate any insight that others can offer.

Thank you.
Keith Edmunds
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?

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Re: [rt-users] Blacklist and Bugzilla

2011-06-23 Thread Keith Edmunds
 Go to ticket 7387 and provide the full headers of the mail that
 triggered the Autoreply.

Below, with blank lines added for clarity: I'm guessing that
the RT-Squelch-Replies-To line is significant.


MIME-Version: 1.0

X-Bugzilla-Target-Milestone: ---

X-Spam-Status: (ACL:WHITELISTED_DOMAIN) Whitelisted domain ([REDACTED].com)

In-Reply-To: bug-1733-29@http.bugzilla/

X-Bugzilla-Changed-Fields: Status AssignedTo

X-Bugzilla-Severity: normal

Received-SPF: none

Auto-Submitted: auto-generated

X-Bugzilla-Type: changed

References: bug-1733-29@http.bugzilla/

X-Bugzilla-Reason: AssignedTo

X-Bugzilla-Assigned-To: support@[RECIPIENT].co.uk

X-Bugzilla-Component: User

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

X-Bugzilla-Priority: P5

Received: from [xxx.xxx.xxx.xxx] (helo=thames2.[RECIPIENT].co.uk) by
mail1.[RECIPIENT].co.uk with esmtps (TLS1.0:RSA_AES_256_CBC_SHA1:32) (Exim
4.69) (envelope-from bugzilla-internal@[REDACTED].com) id
1QTvQ0-0006nw-5w for support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:30:00 +0100 

Received: from ampere.[REDACTED].com
([xxx.xxx.xxx.xxx] helo=mailgate.[REDACTED].com) by
thames2.[RECIPIENT].co.uk with esmtps (TLS1.0:RSA_AES_256_CBC_SHA1:32)
(Exim 4.72) (envelope-from bugzilla-internal@[REDACTED].com) id
1QTvPu-0005On-Ql for support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:29:54
+0100 

Received: from [xxx.xxx.xxx.xxx] (helo=bugzilla) by
mailgate.[REDACTED].com with esmtp (Exim 4.69) (envelope-from
bugzilla-internal@[REDACTED].com) id 1QTvPu-0007Cu-Dg for
support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:29:54 +0100 

X-Bugzilla-Who: [USERNAME]@[REDACTED].com 

Subject: [Bug 1733] pidgin client often crashes

X-Bugzilla-Status: ASSIGNED 

X-Bugzilla-Product: IT 

Date: Tue,  7 Jun 2011 13:29:54 +0100

X-Bugzilla-Keywords: 

X-Bugzilla-Url: http://bugzilla/ 

To: support@[RECIPIENT].co.uk 

X-Bugzilla-Watch-Reason: None 

From: bugzilla-internal@[REDACTED].com 

X-RT-Original-Encoding: utf-8

content-transfer-encoding: 8bit 

RT-Squelch-Replies-To: bugzilla-internal@[REDACTED].com

RT-DetectedAutoGenerated: true

Content-Length: 568


-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


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


Re: [rt-users] Blacklist and Bugzilla

2011-06-21 Thread Keith Edmunds
 You still seem to have trimmed some, since 9 scrips are identified.

There's nothing trimmed within the extract I posted, although there is more
before and after.

 What is scrip 29?

Condition: On Create
Action: Autoreply to Requestors
Template: Global template: Autoreply
Stage: TransactionCreate

No user defined conditions and actions; however, the template is modified:

==
Subject: AutoReply: {$Ticket-Subject}

{
$RT::Logger-warning(In template autoreply);
my %bugzillaList;

foreach
('bugzilla-projectx@[REDACTED]','bugzilla-internal@[REDACTED') {
  $bugzillaList{$_} = 1; 
};

my $ticketRequestor = lc($Ticket-CreatorObj-EmailAddress);
$RT::Logger-warning(Requestor $ticketRequestor in template
autoreply);

if (exists $bugzillaList{$ticketRequestor}) {
$RT::Logger-warning(Bugzilla ticket in template autoreply);
$Ticket-Subject =~ /\[Bug\s(\d{3,})/;
$OUT  = '@bug_id'. = $1\n;
$Ticket-Subject =~ /\[Bug\s\d{3,}] (?:New: )?(.*)/;
$OUT .= '@short_desc'. = $1;
$OUT .=  [$rtname .'#';
$OUT .= $Ticket-id;
$OUT .= ]\n;
}
else {
$OUT = '';
}
}
Thank you for your mail, which has now been automatically logged on our
support system as ticket reference: [{$rtname} #{$Ticket-id()}].

There is no need to reply to this message right now, but if you do want to
update the details of this ticket please include the string

 [{$rtname} #{$Ticket-id}]

in the subject line. You can do that by simply replying to this message.

Thank you,
Technical Support
-
{$Transaction-Content()}
==

Thanks,
Keith
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


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


Re: [rt-users] Blacklist and Bugzilla

2011-06-20 Thread Keith Edmunds
On Mon, 13 Jun 2011 10:48:15 +0100, k...@midnighthax.com said:

 The question, in case it's lost in the history, is why is the address
 being blacklisted (or how can I find out why the address is being
 blacklisted or, ultimately, how can I stop it being blacklisted).

Any chance of a pointer to being able to answer this?

Thanks,
Keith
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


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


Re: [rt-users] Blacklist and Bugzilla

2011-06-13 Thread Keith Edmunds
 You should probably include a full log, rather than cherry picked
 parts of it.

Fair comment. Here's the full log of a new ticket, up to the time when the
'blacklisted' message appears. I've put blank lines between each line to
reduce the confusion from wrapping.

The lines starting with an asterisk (*) are debug lines we have inserted,
and so can be ignored.


[Thu Jun  9 11:33:34 2011] [debug]: Mail from user #22987
(bugzilla-internal@[REDACTED])
(/usr/share/request-tracker3.8/lib/RT/Interface/Email/Auth/MailFrom.pm:75)

[Thu Jun  9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149661
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun  9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149662
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun  9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149663
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun  9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149664
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun  9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149665
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun  9 11:33:34 2011] [debug]: About to prepare scrips for
transaction #149665
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:167)

[Thu Jun  9 11:33:34 2011] [debug]: Found 9 scrips for TransactionCreate
stage with applicable type(s) Create
(/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm:370)

*[Thu Jun  9 11:33:34 2011] [warning]: In template autoreply (template:4)

*[Thu Jun  9 11:33:34 2011] [warning]: Requestor
bugzilla-internal@[REDACTED] in template autoreply (template:12)

*[Thu Jun  9 11:33:34 2011] [warning]: Bugzilla ticket in template
autoreply (template:15)

*[Thu Jun  9 11:33:34 2011] [warning]: Bugzilla OUT set to: @bug_id = 1733
@short_desc = pidgin client often crashes [[COMPANY] Ltd #7387]
(template:23)

[Thu Jun  9 11:33:34 2011] [info]:
rt-3.8.8-6748-1307619214-28.7387-29-0@[COMPANY].co.uk
bugzilla-internal@[REDACTED] was blacklisted for outbound mail on this
transaction. Skipping
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:828)


The question, in case it's lost in the history, is why is the address
being blacklisted (or how can I find out why the address is being
blacklisted or, ultimately, how can I stop it being blacklisted).

Thanks,
Keith
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


Re: [rt-users] Blacklist and Bugzilla

2011-06-07 Thread Keith Edmunds
Some slight progress. We were seeing:

The incoming message was autogenerated. Not redistributing this
message to unprivileged users based on site configuration.

Adding:

Set($RedistributeAutoGeneratedMessages, 1);

...has removed that message; however, we still get:

bugzilla-internal@[redacted] was blacklisted for outbound mail
on this transaction. Skipping

Please: how can I tell RT not to blacklist this address?

Thanks,
Keith
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


Re: [rt-users] Blacklist and Bugzilla

2011-06-03 Thread Keith Edmunds
Thanks Kevin.

There's nothing about no maill will be sent to this user, and if I click
reply I can see that replies do go to that user (and that is in fact what
happens).

The only time we see the problem is when a new ticket is created, when the
log says:

bugzilla-internal@[redacted].com was blacklisted for outbound mail
on this transaction

The autoreply template does have some conditional code to handle mail from
bugzilla: it is possible that something in the template leads to the
blacklisted message above? I can post the template if that helps.

Thanks,
Keith
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


Re: [rt-users] Blacklist and Bugzilla

2011-06-02 Thread Keith Edmunds
 RTAddressRegexp, this option may be matches more addresses.

No: it's currently set to:

'^(admin|support)(-comment)?\@OURDOMAIN$'

...so it isn't matching bugzilla-internal@anything

 Check
 squelching, may be somebody manually marked this address to stop
 mails.

What is squelching? I'm not familiar with that.

Thanks,
Keith
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


[rt-users] Blacklist and Bugzilla

2011-05-31 Thread Keith Edmunds
We're seeing

bugzilla-internal@[redacted].com was blacklisted for outbound mail
on this transaction

We want to send mail to this address, and this used to work with 3.6 (now
running 3.8.8). 

How can we change the behaviour so that mail is sent to that Bugzilla
address?

Thanks,
Keith
-- 
You can have everything in life you want if you help enough other people
get what they want - Zig Ziglar. 

Who did you help today?


Re: [rt-users] Automatically opening stalled tickets / OpenTicketAndComment

2010-11-12 Thread Keith Edmunds
 You don't provide the command line you're using, but I bet you're not
 passing --transaction.  That stopped being an implicit argument in 3.8
 (it defaulted to --transaction first in 3.6)

Thanks Kevin, you're exactly right: adding --transaction first fixed the
problem.

Thanks again.


signature.asc
Description: PGP signature


[rt-users] Automatically opening stalled tickets / OpenTicketAndComment

2010-11-11 Thread Keith Edmunds
We use the rt-crontool with Tom Lanyon's OpenTicketAndComment.pm module to
automatically open stalled tickets after a week, and this worked very well
with RT3.6.

We've recently upgraded to 3.8.8, and we now get this error:

Can't call method Message on an undefined value
at /usr/share/request-tracker3.8/lib/RT/Action/AutoOpen.pm line 77. 5190:
Processing without transaction, some conditions and actions may fail.
Consider using --transaction argument

I can see from the list that someone else had a similar problem when
moving from 3.6 to 3.8, but I didn't find a solution.

Can anyone shed any light on this? For completeness, Tom's module is
attached.

Thanks,
Keith

OpenTicketAndComment.pm
Description: Perl program


Re: [rt-users] Merge tickets, transaction notification and REST

2010-04-28 Thread Keith Edmunds
On Tue, 27 Apr 2010 16:29:01 -0700, kfcroc...@lbl.gov said:

 The LINKS Table will have that info. Type is MergedInto.

Thanks for that. It doesn't show on my version of RT, but perhaps I need
to upgrade (we're using 3.6.7)

Keith

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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[rt-users] Merge tickets, transaction notification and REST

2010-04-20 Thread Keith Edmunds
We have a scrip that runs On Transaction and calls an external script,
passing the ticket id. We want to take actions in the external script when
a ticket is merged. If we merge, say, ticket 100 into ticket 200, the
ticket id passed to our external script is 200. How can we find out, via
the REST interface, the ticket id that was merged (100 in this example)?

Frustratingly, going the other way is easy - if we retrieve ticket
information for 100 via the REST interface, ticket 200 is retrieved.

If it helps, here's our scrip (we are not Perl wizards, which may be
stating the obvious when you see the code below: all criticism gratefully
received):

my $tx = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $id = $ticket-id;
my $type = $tx-Type;
my $field = $tx-Field;
my $old = $tx-OldValue;
my $new = $tx-NewValue;

system(wget
'http://localhost/xyz/transaction?rt=$id;.'type='.$type.'field='.$field.'old='.$old.'new='.$new')

Thanks

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Re: [rt-users] Missing Links in 10 highest priority tickets I own

2008-10-14 Thread Keith Edmunds
On Fri, 30 Nov 2007 14:01:08 +0100, [EMAIL PROTECTED] said:

 First, the Links in the list 10 highest priority tickets I own
 disappeared for all users, then i tried some other configurations, and
 (at least i thougt) the links worked again for all users. Now i
 remarked, that i am the own user who can still use the list with
 links.

See the attached mails from August 2006.

-- 
Keith Edmunds

+-+
|Tiger Computing Ltd|  Helping businesses make the most of Linux  |
|  The Linux Specialists  |   http://www.tiger-computing.co.uk  |
+-+
---BeginMessage---
On 8/14/06 5:48 PM, Will Maier [EMAIL PROTECTED] wrote:

 On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote:
 All they see is plain text for the list
 of tickets.  I have verified this behavior from my workstation for
 all of their accounts.

 We just spent half of today trying to hunt this bug down at our
 site. It's not necessarily a bug, per se, but it sure is annoying.
 

I also spent a while with this one today...  Thought it was me, but looks
like it's something about modifying the System Saved Search.  If you log in
as superuser and edit the At-A-Glance N newest unowned tickets or N
highest priority tickets I own, you should be able to edit the predefined
search itself.  I found the problem by choosing the advanced view of the
query.

It showed:

'a__id__/a/TITLE:#',
'a__Subject__/a/TITLE:Subject',
Etc.

In the second (Format) textarea...
I was able to get the correct format by changing these to:

'a href=/Ticket/Display.html?id=__idid__/a/TITLE:#',
'a href=/Ticket/Display.html?id=__idSubject__/a/TITLE:Subject',

And (this was the important part!) Apply the changes and then Click on the
Save button for the [_1] highest priority tickets I own in the Saved
Searches section of the page.  Then anyone who hasn't modified their own
At-A-Glance should show the correct information.

It's a problem that once you've put the column linked to Display in the
GUI Format area, you can't tell which of the columns are links and which
aren't and what they're linked to...

Not exactly a solution, but at least a little more information.

Hope it helps,
Erik Peterson

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

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


Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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---End Message---
---BeginMessage---
Thanks Erik

That fixed the problem!!

-Original Message-
From: Peterson, Erik [mailto:[EMAIL PROTECTED] 
Sent: Tuesday, August 15, 2006 11:50 AM
To: Josh Barron
Subject: Re: [rt-users] 10 Highest Priority Tickets I own link problems

Josh,

You may need to remove the Attributes entry for those two users.  If
you
customize (even if you don't change anything) the At-A-Glance pieces,
they're saved as an entry in the Attributes table.  I believe that
they're
something like: Pref-RT::Attribute-27 but that may vary...

If you know the id for those users (say 28 for example), you can find it
with the following SQL:

select id, Name, Description, ObjectType, ContentType from Attributes
where
ObjectId=28 and ObjectType='RT::User';

You can delete the individual Attribute with no other adverse effects.

Delete from Attributes where id=30;

(Use whatever the id really is!)

Then they should show the correct listing.

Hope that helps,
_Erik


On 8/15/06 1:36 PM, Josh Barron [EMAIL PROTECTED] wrote:

 Hi everyone.  
 
 I've tried to follow some of the basic solutions listed here with no
 resolution.  
 
 Just to give some more testing information...
 I created a new user called RTest, gave the user SU priv's and
assigned
 a ticket to him.  On his RT at a Glance page, the ticket showed up
 successfully and everything worked.
 
 I copied exactly what was listed below by Erik into my RT Advanced
 search criteria for the search in question, but the links still do not
 show up correctly?
 
 I'm not exactly sure how to start to follow Wills' suggestions.
 
 Restarting the webserver doesn't fix the problem either.
 
 To make it clear, ONLY 2 of the users are having this problem, and
they
 have the same permissions as users that are NOT having problems.
 
 
 
 -Original Message-
 From: [EMAIL PROTECTED]
 [mailto:[EMAIL PROTECTED] On Behalf Of
Peterson,
 Erik
 Sent: Monday, August 14, 2006 5:27 PM
 To: Will Maier; rt-users@lists.bestpractical.com
 Subject: Re: [rt-users] 10 Highest Priority Tickets I own link
problems
 
 On 8/14/06 5:48 PM, Will Maier [EMAIL PROTECTED] wrote:
 
 On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote:
 All they see is plain text for the list
 of tickets.  I have verified this behavior from my workstation for
 all of their accounts.
 
 We just spent half

Re: [rt-users] API from Python?

2008-08-17 Thread Keith Edmunds
Thanks for all the comments and examples of how to use Python to talk to
RT: all very helpful.

Keith
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[rt-users] API from Python?

2008-08-13 Thread Keith Edmunds
Hi all

We're doing some experimentation around plugging RT into a dashboard
type application that pulls other (internal) application data together.
Problem is, our preferred scripting language is Python. We have enough
Perl knowledge to survive, but no in-depth competence.

Is there a viable way of calling the RT API from Python? Or is this simply
not going to happen? Any ideas, war stories, etc, welcome.

Thanks,
Keith
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Re: [rt-users] Missing take link for some users

2008-04-08 Thread Keith Edmunds
Sorry to reactivate this thread, but I'm stumped by this. I'm not even
sure what to do to start resolving it.

The problem:

RT 3.6.1: We have four users on this system. In 10 newest unowned tickets, one
user has the ticket number as a link and also a 'take' link; the other
three users have only a plain-text ticket number and no take link.

What I've checked/done so far:

- one affected user has been granted full global permissions
- that user has logged out and back in
- that user, and the one that works, have the query for the unowned tickets
- they both have the same display template

Where can I look next?

Thanks,
Keith
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Re: [rt-users] Missing take link for some users

2008-04-08 Thread Keith Edmunds
Further information: users who don't see a take link can, in fact, take
tickets by entering the ticket number in the search box, displaying the
ticket and then clicking on the take link at the top of the page.

So it would appear that this is not a permissions issue.

Any more ideas as to how I can debug this?

Thanks,
Keith
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Re: [rt-users] Missing take link for some users

2008-04-08 Thread Keith Edmunds
On Tue, 8 Apr 2008 11:05:29 -0700, [EMAIL PROTECTED] said:

 I would do a view source of the rendered HTML to see if the link is
 malformed in the output.

That was interesting. The failing user has this in the HTML where the
ticket number goes:

a2949/a

The user that works has (as expected):

a href=/rt/Ticket/Display.html?id=29492949/a

So what reasons could there be for having a malformed URL for some users?

Keith

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Re: [rt-users] Missing take link for some users

2008-02-24 Thread Keith Edmunds
 Do they have the OwnTicket right for that queue?

Yes, the user (for testing purposes) has full rights.

Thanks,
Keith
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Re: [rt-users] Missing take link for some users

2008-02-22 Thread Keith Edmunds
Any suggestions that could help with this? I had one off-list suggestion
to make sure that the user logged out/in after the permission change,
which was being done.

Thanks,
Keith

 RT 3.6.1
 
 We have four users on this system. In 10 newest unowned tickets, one
 user has the ticket number as a link and also a 'take' link; the other
 three users have only a plain-text ticket number and no take link.
 
 At first I thought this was down to permissions, but I have granted one
 use full global permissions and there has been no change.
 
 Where should I be looking to try to resolve this?
 
 Thanks,
 Keith
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[rt-users] Missing take link for some users

2008-02-19 Thread Keith Edmunds
RT 3.6.1

We have four users on this system. In 10 newest unowned tickets, one
user has the ticket number as a link and also a 'take' link; the other
three users have only a plain-text ticket number and no take link.

At first I thought this was down to permissions, but I have granted one
use full global permissions and there has been no change.

Where should I be looking to try to resolve this?

Thanks,
Keith
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Re: [rt-users] Insert blank column in results

2007-08-17 Thread Keith Edmunds
On Thu, 16 Aug 2007 08:56:09 -0400, [EMAIL PROTECTED] said:

 Doesn't look like the Search Builder UI has a blank element for you 
 to add. What you can do is construct or load your search and then 
 switch to the Advanced page. The lower text box lists the results 
 fields - you can insert blank fields like this:
 
 '',  

Thanks for the suggestion, but it doesn't seem to work. No error, but no
blank column output either.

Keith
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[rt-users] Insert blank column in results

2007-08-16 Thread Keith Edmunds
RT 3.6.1

Some default displays have two lines per entry with the second line
typically being in a smaller font (eg, the requester name). However, under
the ticket ID in such displays there is no data on the second line, and
editing the display shows that this field is represented by 'blank'.
I've added another field to the top line so I need to add another blank
field to the second to keep the alignment I want. How can I add additional
blank fields?

Thanks.
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Re: [rt-users] Search old tickets from within scrip

2007-08-08 Thread Keith Edmunds
On Wed, 8 Aug 2007 03:26:21 +0400, [EMAIL PROTECTED] said:

 I can suggest you another way with two scrips:
 1) Update Company field of requestors when an user update customer
 custom field

That's a smart idea, but how does one access the requestor's company field
(presumably Organization) from within a scrip? Sorry, my Perl is not
very good so a quick pointer would be appreciated.

Thanks,
Keith
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[rt-users] Search old tickets from within scrip

2007-08-07 Thread Keith Edmunds
RT 3.6.1

We have one custom field per ticket, Customer, of type 'select one
value'. So far, we've set that value manually on each new ticket, but I'd
like to automate it.

What I'd like to do, within a script, is search for the last ticket from
this requestor and set the customer custom field to the same value. In
pseudo SQL terms: select customer from custom_fields where
requestor_address = '$requestor' and customer != null order id desc limit
1. How can I do that kind of search from a script? I'm not looking for
in-depth instructions, just a pointer as to the best way of doing this.

Thanks,
Keith
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Re: [rt-users] CommandByMail and Custom Fields

2006-12-11 Thread Keith Edmunds
On Mon, 11 Dec 2006 10:15:28 -0500
Stephen Turner [EMAIL PROTECTED] wrote:

 The fact that the X2 line doesn't get logged indicates that there are
 no CF objects in $custom_fields. A couple of reasons why this might
 be true: the queue has no ticket custom fields defined or it could be
 a permissions issue. 

Thank you, Steve - it was a permissions problem.

Rhetorical question: why doesn't RT log anything when a CommandByEmail
command fails due to insufficient permissions?

Keith
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[rt-users] Hook on change custom field

2006-12-03 Thread Keith Edmunds
I have a custom field of type Select one value, and I'd like to hook
into any changes in that custom field so that I can run an external
script. What's the best way of going about doing that?

Thanks
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Re: [rt-users] CommandByMail and Custom Fields

2006-12-02 Thread Keith Edmunds
On Thu, 30 Nov 2006 09:05:54 -0800
Chris Hobbs [EMAIL PROTECTED] wrote:

 I have a Custom Field called 'site' that is type 'Select One Value'.
 If I send the following line in an e-m ail to rt:

I have exactly the same problem (except I'm on RT 3.4.5). A custom
field of type 'Select One Value' that I can't seem to select via
CommandByMail.

Can anyone shed any light on this?

Thanks,
Keith
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[rt-users] Add and close by email

2006-05-31 Thread Keith Edmunds
How would I set up an email address that would log and close a call
automatically? I suspect what I need is a distinct queue that
automatically closes a call when it is logged, or is there a better way?

Thanks
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Re: [rt-users] On Owner Change not working

2006-04-10 Thread Keith Edmunds
At the risk of being boring or irritating, can anyone suggest any steps
I can take to try to isolate the problem detailed below?

I've removed all customisation; I've tried reassigning from various
users to various other users; I've even tried setting NotifyActor to 1
(although it shouldn't be necessary); none of these made any difference.
The only clue might be that the database was updated from 3.0.12 to
3.4.1 (on Debian) using:

for x in /etc/request-tracker3.4/upgrade/*; do \
 for y in schema acl insert; do \
/usr/sbin/rt-setup-database-3.4 --action $y --datadir $x \
--dba rtuser --dba-password wibble; \
 done;\
done

What would be the next sensible step to take to resolve this?

Thanks,
Keith

Keith Edmunds wrote:
 I've set up a notification on owner change (as in part 2 of
 http://wiki.bestpractical.com/index.cgi?NotifyOwner). However, when a
 user changes the owner no notification is sent. This is in the log:
 
 ===
 [Wed Apr  5 12:06:52 2006] [debug]: About to think about scrips for
 transaction #55232
 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154)
 [Wed Apr  5 12:06:52 2006] [debug]: About to prepare scrips for
 transaction #55232
 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158)
 [Wed Apr  5 12:06:52 2006] [debug]: Found 0 scrips
 (/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354)
 [Wed Apr  5 12:06:52 2006] [debug]: About to commit scrips for
 transaction #55232
 (/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167)
 ===
 
 It doesn't look as if RT thinks any scrips should be run.
 
 This is RT 3.4.1. Any pointers as to where I should be looking or ways
 in which I can get more information?
 
 Thanks,
 Keith
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