Re: [rt-users] Scrip for adding to the custom field based on another CF

I was not aware of this. When you say Commit box, are you referring to the Custom action cleanup code box? On Wed, 21 Jan 2015 21:35:47 + Alex Peters a...@peters.net wrote: You should move your scrip code from the Prepare box to the Commit box. Making changes to tickets in the Prepare

Re: [rt-users] Scrip for adding to the custom field based on another CF

Such an elegant solution - thank you. This can be done with one ternary operator: my $value = $self-TicketObj-FirstCustomFieldValue('RMA Type') eq 'Student Withdrawl' ? RMA- . $Num : RMA- . $Num . $Append; Some notes: - The condition here is: $self-TicketObj-FirstCustomFieldValue('RMA

[rt-users] Scrip for adding to the custom field based on another CF

I have a scrip currently that checks for status change from X-- Y and if true, adds an entry to the Custom Field RMA Num. It adds our RMA number, which is really just RMA-$RT_Ticket_Number They have asked me to change the number based on another CF RMA TYPE. If the RMA type = Student Withdrawl

[rt-users] Adding accesskey for next and previous

We recently upgraded to 4.0 ... and although I really like the new layout, the move to dropdowns for next and previous has turned out to be a little annoying - particularly when trying to get through a number of tickets. Example: Search for tickets, open first ticket - do some work, then you

Re: [rt-users] Upgrade RT and AT and now can not create assets

On Thu, 8 Dec 2011 02:14:30 +0400 Ruslan Zakirov r...@bestpractical.com wrote: On Tue, Dec 6, 2011 at 5:04 PM, Kevin Squire gentg...@wikiak.org wrote: When I would run 'make initdb' I would get an error:   Now populating database schema. DBD::Pg::st execute failed: ERROR:  relation

[rt-users] Upgrade RT and AT and now can not create assets

I have a system that we upgraded from RT 3.6.7 to 3.8.8 back in Aug. I did a fresh install of RT. Then restored the database. Then one-by-one added back in any customizations, plugins, etc. We where using Asset Tracker on our 3.6.7 install (so the data was restored when the DB was restored).

[rt-users] Slow Response Time when Email involved

We have been using RT for a long time now (3 or 4 years?) and have had great success. Starting sometime in Aug, we found that there was a LARGE delay when ever updating a ticket in ANY way that would include sending emails. Since it was also that start of the school year, we just assumed

Re: [rt-users] Slow Response Time when Email involved

(but only thing there is a } ) ... So I am even more confused now what the problem might be. On Fri, 4 Nov 2011 16:36:46 -0400 Kevin Squire gentg...@wikiak.org wrote: We have been using RT for a long time now (3 or 4 years?) and have had great success. Starting sometime in Aug, we found

Re: [rt-users] OnResolve Don't Send Message for Special Condition

On Fri, 21 Oct 2011 00:54:34 +0400 Ruslan Zakirov r...@bestpractical.com wrote: You need user defined condition and fill in custom condition block with code. Take a look at lib/RT/Condition/StatusChange.pm and WritingCustomConditions on the wiki. The Example CustomConditions (link from the

[rt-users] OnResolve Don't Send Message for Special Condition

We are using RT 3.8 We have a custom status autoclose (as part of ActiveStatus) We have a script to close these 'autoclose' tickets after 14 days. Script from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ Currently, when the ticket goes from 'autoclose' to 'resolved' our standard Resolved

[rt-users] Detect HTML Editor in Template

We are working on the upgrade from 3.6 to 3.8, and many of our users are very excited about the WYSIWYG editor. The current problem is that the editor breaks the formatting of our Canned-Replies. http://requesttracker.wikia.com/wiki/CannedReplies All the line breaks of the

[rt-users] Filtering out Templates by Name

I am currently revisiting the Canned-Reply idea. http://wiki.bestpractical.com/view/CannedReplies Those directions make a call to /Admin/Elements/SelectTemplate to get the canned replys. Up to now, I have simply named all our templates that will be used for Canned Replys as CR - $NAME, and given

Re: [rt-users] Filtering out Templates by Name

On Thu, 4 Mar 2010 16:07:16 -0500 Kevin Falcone falc...@bestpractical.com wrote: On Thu, Mar 04, 2010 at 02:46:29PM -0500, Kevin Squire wrote: I am currently revisiting the Canned-Reply idea. http://wiki.bestpractical.com/view/CannedReplies Is there a reason to use this rather than

[rt-users] Resolve from email when ticket is stalled

I have put together a scrip that resolves ticket when body contains the key words thanks to prior help from the list (http://www.gossamer-threads.com/lists/rt/users/89976?#89976) I have found a problem that I did not anticipate, and can not figure out how to solve. The scrip works as expected,

[rt-users] Scrip check body of email for text

I am modifying the scrip found at http://www.gossamer-threads.com/lists/rt/users/70038#70038 posted by gle...@- and could use some help The original, true if e-mail contains 'ok' $Transaction-Content =~ /\bok\s/i; I need to make it true IF a line (any line - 1st, 2nd, etc) starts

[rt-users] Search for field one equal to field two

I have an RT system running on Debian Stable (RT from the debian repo). I would like to have that follows the logic below - but when I tried it in the Advance search option, I had errors - so my guess is I am missing something and/or don't correctly understand how things work. (my Perl and

Re: [rt-users] Feature suggestion: An actual user overview page

On Mon, 28 Jul 2008 13:19:28 +0200 Richard Hartmann [EMAIL PROTECTED] wrote: Hi all, something which RT has always lacked, at least imo, is a tactical user overview page. A quick summary with details about said user and links to preset queries (tickets owned/created/commented on/replied to

[rt-users] Create a prep action based on custom header

I have a webform that submits an email into RT. I have a scrip that I want to run ONLY if the email came from the webform. I currently have the scrip set up, and all is working - but it works on EVERY email that comes in. I would like to add a check so that if the email came from somewhere

Re: [rt-users] Searching by Custom Fields

On Thu, 29 Nov 2007 16:46:05 -0500 Jen Scales [EMAIL PROTECTED] wrote: I apologize in advance if this question has already been asked as I have not found a quick way to search the archives Since someone already answered your main question, I figured I would answer this one. I like to use

Re: [rt-users] ticket announce email

I too do it on a daily basis... but I used the rt-remind script. http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ they have a few scripts, and I use them all on my 3.6 box. On Tue, 27 Nov 2007 16:33:50 -0500 Mathew Snyder [EMAIL PROTECTED] wrote: I'm considering implementing a method of telling

Re: [rt-users] RTFM 'rebranding'.

On Tue, 20 Nov 2007 16:37:28 + Mike Pountney [EMAIL PROTECTED] wrote: Is there any easy way to rebrand it? I seem to remember Jesse talking about it in the tutorial, but that it maybe wasn't as easy as changing a setting in the Makefile.PL. Not sure, have not tried this but...

Re: [rt-users] Enabling simple search

On Fri, 16 Nov 2007 12:38:58 -0500 Kevin Squire [EMAIL PROTECTED] wrote: working will for my site Sorry, working well -- http://gentgeen.homelinux.org # Associate yourself with men of good quality if you esteem your own

Re: [rt-users] Enabling simple search

On Fri, 16 Nov 2007 09:28:43 -0600 Enrique Gaona [EMAIL PROTECTED] wrote: Hi, Is there a way to enable the simple search feature for non-privileged users? I know non-priv users don't have any rights at all in RT, but I'd like to give them some search capabilities, if possible.

[rt-users] Asset Tracker - change the status titles

In our situation, some of the default statuses of an Asset are either duplicates or unused. For example; test and development would mean the same thing to us, and we have no clue what a status of dr would be :-) ) I found in the source the following: # You can define new statuses and even

[rt-users] unprivileged user's search for tickets

I found that my unprivileged user's were having a hard time review old tickets since there were some who has as many as 200+ resolved tickets. Since one of our selling points was that after we resolved an issue, the user would be able to go back at any time and review the history (should they run

[rt-users] Use of Asset Tracker Name field

While researching, I found this question that someone else asked back in 2005 (http://www.gossamer-threads.com/lists/rt/users/44174) No on had replied, but I was wondering the same thing, so I am hoping that reposting it produce better results: I was wondering about a couple of things,

Re: [rt-users] Reporting Solution

On Wed, 8 Aug 2007 17:57:10 -0300 [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Hi, We been browsing Best Practical Wiki and Google in order to find any How-to or docs to get Resports on the RT. Probably someone did the work and would like to share it? Thx. Seb.- I use two little scripts

[rt-users] RTFM public viewable

I have been doing about 2 days worth of searching both the mailing list and the general web trying to find some example/screenshots/etc of RTFM, but with little luck. I am trying to figure out (1) If RTFM can be used to create/maintain a publicly viewable (i.e. no need to log into RT) FAQ base

[rt-users] Custom Field Validation

We are looking at using Asset Tracker with our RT install. I am wondering - what kind of method does anyone use to make sure you do not accidentally enter an asset twice -- or enter in the same info for 2 different assets? For example, while entering in Laptop #36 and laptop #37 as two

[rt-users] Searching Custom Fields is case sensitve

Hoping that reposting this on a Monday will be more productive then my earlier post, please forgive my double posting, but the bosses are looking for an answer and I don't have anything for them. I had a very unexpected result the other day. I did a search for the phrase admin in one of our

[rt-users] Searching Custom Fields is case sensitve

I had a very unexpected result the other day. I did a search for the phrase admin in one of our custom fields. The result was 0. When I did the search for the phrase Admin in that same custom field, I got tons of results. The custom field is an enter one value and the user can put in

Re: [rt-users] Create multiple tickets from a template

On Thu, 14 Jun 2007 16:12:01 -0500 Schincke, Keith D. (JSC-IT)[MEI] [EMAIL PROTECTED] wrote: The Wiki description was great. It allowed the creation of the approval process where one person or any person in a group could approve a ticket. What I need is a way to call the template for

Re: [rt-users] Auto incrementing custom field

On Tue, 5 Jun 2007 09:18:53 -0700 James Alspach [EMAIL PROTECTED] wrote: The next problem (one I will be happy if I get) will be trying to install a recent version on Linux. Maybe it is just me but, RT is not the simplest thing to install. Actually RT is easy to install it is all the Perl

[rt-users] Almost there with Approvals

Today I present the TimeOff approval stuff to the HR department. Things when well (thank you again RT developers and to the user list). The did have one request that I can not seem to figure out (I really need to get a perl book or two :-) ) Currently, my OnApproval sprip looks like this (I

[rt-users] CustomField in Templates OWNER field

I am still working on my TimeOff approval queue stuff (see some earlier posts if you are that interested) and I have hit another snag. Staff logs in to RT, using SelfService screen to submit request. There are 5 custom fields that they have to complete, one of which is the Supervisor's name. I

[rt-users] Approvals made, change status of orignal ticket

Now I have a follow-up issue. Apparently my OpenDendentsOnResolve is not working like I wanted. As a recap: I have two queues TimeOff and TimeOff-Approval (TimeOff-Approval is disabled like the ___Approval queue. Not sure if that is a real problem or not, does not seem to be). A staff member

[rt-users] Create new ticket as stalled

I have set up an approval system similar to what is found on the wiki ( http://wiki.bestpractical.com/index.cgi?ApprovalCreation ) My two queues are TimeOff and TimeOff-Approval a staff member opens a ticket in TimeOff and that creates the two tickets in TimeOff-Approval that the Supervisor and

Re: [rt-users] using procmail to filter autoreply for RT

On Thu, 3 May 2007 13:30:07 -0600 Mary Steiner [EMAIL PROTECTED] wrote: I am not sure which user procmail is trying to run rt.rc as, but I have a feeling that my error message is related to who the user is that is running rt.rc. Any ideas are appreciated! Have you tried adding the procmail

Re: [rt-users] RT 4

On Tue, 1 May 2007 13:54:43 -0400 Jesse Vincent [EMAIL PROTECTED] wrote: If, for the sake of argument, Best Practical were to rewrite RT, what would you want to see in the new product? Think big. Jesse Since my org. has only been using RT for 1yr I was going to keep my mouth shut, and

Re: [rt-users] Using different Incoming Mail Server

On Wed, 2 May 2007 14:56:16 -0400 Richard Solid [EMAIL PROTECTED] wrote: Hello, I need to configure my RT server to receive the emails but from another mail server. SNIPED We just use fetchmail on the RT server. Then I run things from fetchmail through procmail so that I can filter out

Re: [rt-users] RT-4

On Wed, 02 May 2007 13:34:47 -0500 Carlos Ramon Lopez Midence [EMAIL PROTECTED] wrote: - The one thing that we have come across that we don't seem to find a way to do it, it is searching in custom fields for ticket transactions, specifically in resolving a ticket. We use these custom fields

[rt-users] Debian with RT 3.4 package install - trouble with crontool

I am running Debian Stable, with the package install of RT 3.4 The bosses would like to see some automatic Escalation. After looking at the wiki ( http://wiki.bestpractical.com/index.cgi?AnotherConfigurationEscalationExample ) I tried the following: [EMAIL PROTECTED]:~$ rt-crontool