I am using a 3rd party BI tool for some auditing tools here, and am trying to
understand the table layout.
As part of the project I would like to list for a ticket the
Ticket number, creator, creator phone number, created date, the queue, the
business unit, and other data.
I have figured
Are you missing a training slash?
http://localhost/rt/ ???
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Houcem HACHICHA
Sent: Thursday, March 24, 2011 3:33 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT on Ubuntu
Also, If I remember right, changes to RT_SiteConfig require an Apache
restart
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, March 04, 2011 9:50 AM
To:
ID is less than 332 and id is greater than 235?
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Marshall
Sent: Wednesday, February 09, 2011 9:39 AM
To: rt-users@lists.bestpractical.com
Subject:
Just curious - did you at any time clear the mason cache?
http://requesttracker.wikia.come/wiki/CleanMasonCache
When you change anything in local/html, you have to clear the cache to see the
changes
Scott
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
I don’t see anything wrong, but perhaps you might review here:
http://requesttracker.wikia.com/wiki/CustomizingWithCallbacks
maybe soemthing will jump out at you that I don’t see.
Also, just to check – I don’t think the default logging is at info level – gets
a bit chatty. Is it possible
I believe you have a setting in your RT_SiteConfig file something like this;
Set(@Plugins,(qw(RT::Extension::PriorityAsString)));
And, AT had you add (or, added) a Set (@Plugins line above this. You need to
either comment one out, or combine the two instead.
-Original Message-
I have set up the approval queue for our change control. Everything seems to
be fine, except two things.
1. When a manager approves a ticket, the email to the original ticket owner
or requester never goes out.
I have a template;
name: Approval Passed
Desc: Notify Requestor that their
@lists.bestpractical.com
Subject: Re: [rt-users] Need to make CF mandatory at resolve time
On Fri, Jan 08, 2010 at 03:24:22PM -0500, Lander, Scott wrote:
folks,
In RT 3.8.x. I have several different queues, each of which have their
own work categories as CFs. When a call comes in from
Subject: Re: [rt-users] Need to make CF mandatory at resolve time
On Tue, Jan 12, 2010 at 09:02:52AM -0500, Lander, Scott wrote:
It is set to mandatory - but, that only affects tickets entered via the web
interface, not tickets which come in via email.
And, it also only acts at create time
folks,
In RT 3.8.x. I have several different queues, each of which have their own
work categories as CFs. When a call comes in from a user to the help desk the
help desk people select the queue and fill in the mandatory CF.
however, if a user emails in a ticket, there is nothing the
Nick,
Thanks for the reply - that did resolve the ticket issue. Testing now to
see what kind of performance change we see.
Scott
-Original Message-
From: Nick Kartsioukas [mailto:change+lists...@nightwind.net]
Sent: Thursday, December 03, 2009 5:15 PM
To: Lander, Scott; rt-users
All,
In RT 3.8.5.I have a dozen or so queues, and people can't see tickets
outside their own workgroup queue. This works fine. Each user has the X
newest unowned tickets search on their RT at a Glance page (the default).
Until recently, this worked fine, but, recently people
Can't say as to the future, but, for the present they continue to work as
previously. I upgraded from 3.8.4 to 3.8.6 without them changing behavior.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of slamp
I am having problems where some of my users are re-assigning tickets to other
people (who have different queues) without changing the queue - so the new
owner can't see it. Also, sometimes they are changing the queue, but not the
owner, so again, the people in the new queue can't see it.
Paul,
I was having problems finding the permissions I needed awhile aback. I
finally went to configuration - Global - User Rights, and just selected
everything for a single user.If that user still can't see what it is you
are looking fro, then it probably isn't a permission problem!
Sounds like you want to turn off at least ShowTicketComments and
ShowOutgoingEmail.
You might currently have them turned on in Configuration-Group Rights.
For Unpriviledged Users, you might only want CreateTicket, ShowTicket, and
maybe ModifyCustomField, SeeCustomField, and no rights at all
All,
I am having a problem where many of my users can not create tickets via
email. In the log file, I see: User 'x...@someother_domain.com' could not
be loaded in the mail gateway.All of these users have different email
domains then the home office (mydomain.com) does, and I
Should be all one line, like:
Set(@Plugins, qw(RT::Authen::ExternalAuth), qw(RTx::EmailCompletion));
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jac Gubbels
Sent: Tuesday, October 13, 2009 12:58
I am sure this has come up and been dealt with before, but, I can't seem to
find a solution anywhere.
We authenticate our RT users via ldap, and one of the things it picks up is the
users phone number.I would like to include that information in the new
ticket screen - IE, have a field that
I have one ticket that, when I go to view it, it displays about a half of the
details and then give the following error:
Can't call method Name on an undefined value at
/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm line 700.
Any one have any idea what could cause this?
For what its worth, I couldn't get the logo to work until I replaced
local/html/NoAuth/images/bplogo.gif with my own (IE named mine bplogo.gif) and,
make sure it is no larger then the original size
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
It appears that for a user to be able to save their searches, I have to give
them rights to the preferences tab. I really don't want them to be able to,
for instance, change their passwords, which is under the preferences tab (they
authenticate via ldap, and this would change the local
ModifySelf (which presents the preferences tab
that I don't want them to have)
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Thursday, October 01, 2009 12:39 PM
To: Lander, Scott
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] User right to save
I think newer sendmails takes a -B option of 7BIT, or 8BITMIME. Check your
sendmail man pages. Test it on the command line. Fix it by copying the
sendmail lines from your RT_Config.om to your RT_SiteConfig.pm, and changing
them there (and, then restarting apache...)
...@lists.bestpractical.com] On Behalf Of Roode, Eric
Sent: Thursday, October 01, 2009 2:20 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Content-Transfer-Encoding e-mail header
From: Lander, Scott [mailto:slan...@hearstsc.com]
Sent: Thursday, October 01, 2009 1:49 PM
To: Roode, Eric; rt
still hoping there might be some way to grant SaveSearch (and, actually
get it..) without exposing the preferences tab
From: Ken Crocker [mailto:kfcroc...@lbl.gov]
Sent: Thursday, October 01, 2009 2:55 PM
To: Lander, Scott
Cc: rt-users@lists.bestpractical.com
, Scott
Cc: Roode, Eric; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Content-Transfer-Encoding e-mail header
On Thu, Oct 1, 2009 at 14:35, Lander, Scott slan...@hearstsc.com wrote:
Got to thinking about this for a minute, and I think that Ubuntu actually
uses exim, not sendmail - you can
Hmm in syslog, it logs the correct time:
Sep 28 14:46:18 MyHelpDesk RT: Ticket 327 created in queue 'Monitoring' by root
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
While in the rt.log file it logs in UTC:
[Mon Sep 28 18:46:18 2009] [info]: Ticket 327 created in queue 'Monitoring' by
root
All,
I am seeing a time in the rt log file that is 4 hours in advance of the
system time (system time is EDT).
IE
r...@myhelpdesk:/opt/rt3/var/log# date
Fri Sep 25 11:38:41 EDT 2009
r...@myhelpdesk:/opt/rt3/var/log# tail -f rt.log
[Fri Sep 25 15:39:58 2009] [info]:
project - just in the research phase of what is possible. Great time
for new ideas!
Thanks
Scott
-Original Message-
From: Jesse Vincent [mailto:je...@bestpractical.com]
Sent: Thursday, September 24, 2009 5:43 PM
To: Lander, Scott
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt
All,
I have a need to link together RT tickets and Trac tickets.Essentially,
we do our change control within Trac. So, in RT, I have a CF Change
Control, which, if set, I would like to have it link to the Trac ticket.
The problem is that the two ticket numbers won't match, and
Another way around this error is to add the sub routine to the system.pm file
in the src directory before doing the make.The results are the same, but,
at least you don't see the error!
From: rt-users-boun...@lists.bestpractical.com
The easiest way I know of is, at the bottom of the Configuration-Users page,
check the 'Include disabled users in search box, and in the query box, just
put a % (sql wild card).You should get a list of everyone there!
-Original Message-
From:
I ran into this the other day, too. The logs never showed my scrip firing
(not even in debug), but, if I put a print in the definition, I could see my
print statement in the logs
For me, it turned out to be an error in the template that my scrip was calling.
Fixed the template, and
http://wiki.bestpractical.com/view/NoRecipFound
It looks like it is replying correctly - make sure the box can send to your
user - no mail relay set up maybe?
And, the no recipients found is probably because you don't have any explicit
watchers set up for the queue...
-Original
It is a problem with Mason and links, I think. Easiest fix is to not use a
link, and either reconfigure with prefix /opt/opt.CORE/rt-3.8/rhel5 or, move
the rt3.8 directory to /usr/site/rt-3.8
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
When you run make initialize-database, you should be in the directory you are
installing from, not to./opt/rt3 is (probably) your to directory
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of
...@lists.bestpractical.com] On Behalf Of Lander, Scott
Sent: Monday, September 14, 2009 5:20 PM
To: 'rt-users@lists.bestpractical.com'
Subject: [rt-users] Problem calling a custom scrip
All,
In 3.8.4, I am attempting to set up an approval queue.The idea is that
if a Custom Field named Change Control is set
'}-Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: SLANDER
Refers-To: {$Tickets{'TOP'}-Id()}
Content : Please review and approve this request.
ENDOFCONTENT
From: Lander, Scott
Sent: Tuesday, September 15, 2009 7:52 AM
To: Lander, Scott; 'rt-users
All,
In 3.8.4, I am attempting to set up an approval queue.The idea is that
if a Custom Field named Change Control is set to value 'YES then a new
ticket will be created to gather the required approval.
This is in queue Monitoring.
So, in the queue I have a Scrip:
All,
I seem to have set (globally) an extra permission somewhere, and I can't
figure out just what it is...
In RT3.8.4, in RT at a glance.Globally, I have unowned tickets, My
Tickets and Bookmarked Tickets as viewable (global dashboard). As it sits,
any priveleged user users this
the transaction record to trigger several scrips that look
at the changes in a CF. Try transactions with Type = CustomField, Field =
the number of the CF and old/new values.
Kenn
LBNL
On 8/31/2009 2:32 PM, Lander, Scott wrote:
Hi Ken,
Transaction table was my first guess - but, nope - looks
We accidentally changed some values in a Custom Field, and they need to be set
back.I can retrieve the values from our backup, but, the question came up
of if RT keeps the history for them.Poking thru the database, I see it
keeps the history for tickets (table Transactions), and that
the OldReference and NewReference
fields in the Transactions table. I'm using 3.6.3, but I'm guessing that the
same will be true in 3.8.4.
Gene
Lander, Scott wrote:
We accidentally changed some values in a Custom Field, and they need to
be set back.I can retrieve the values from our backup
the ObjectCustomFieldValues Table is for changes to a value for
an OBJECT. To see the history for the Custom Fields themselves, try
CustomFieldValues.
Kenn
LBNL
On 8/31/2009 1:45 PM, Lander, Scott wrote:
Gene,
Thanks, but - as near as I can tell, ObjectCustomFieldValues has references
from type RT::Ticket
guess!!!
Scott,
Try the Transaction Table.
Kenn
LBNL
On 8/31/2009 1:58 PM, Lander, Scott wrote:
Ken,
CustomFieldValues does have the current values, and documents when they were
inserted or modified, but, NOT the actual changes - IE, no Old Value / New
Value. For instance, for one
You might test the mysql database for corruption; maybe something is messed up
with the accounts in question.
I think just mysqlcheck -uroot -p rt3 should do it...
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On
Hello
In 3.8.4, when a ticket is resolved, it is sending a notification to the
requester like:
Subject: [NOC #67] Resolved: Testing auto create
According to our records, your request has been resolved. If you have any
further questions or concerns, please respond to this message.
Hello,
We would like to have the queue admins notified on ticket creation. It
seems they don't really sit there watching for tickets to come in, and would
prefer that they be notified!
Is there an way to make this happen?
Thanks
Scott
All,
A couple of questions about escalations :
We want to escalate tickets if the have not be taken after an hour.
Escalating means, for us, changing the priority ( start at 5, count down to 0)
and also, notify the queue CCAdmin.This would only happen during our work
Perfect answer - works great! Thanks Helmuth
From: Helmuth Ramirez [mailto:helmuthrami...@compupay.com]
Sent: Friday, August 07, 2009 5:30 PM
To: Lander, Scott; rt Users
Subject: RE: [rt-users] Notify on ticket creation
We do this via a scrip. Here's some info
Your install path looks strange, to say the least...
For instance, seaching my (working) 8.4 system (OS is Ububtu 8.0.4) for
Request.pm gives:
# find / -name Request.pm -print
/opt/rt3/lib/RT/Interface/Web/Request.pm
/usr/lib/perl5/DBI/Gofer/Request.pm
In RT 3.8.4
I have several queues, and several matching groups (IE, group NOC, queue NOC).
Each (privileged) person in the group can see, create, modify, etc., tickets
in their queue. However, I would like them to be able to create and move
tickets to other queues - but, not to be able to
All,
In RT 3.8.4;
All of my requesters are in our ldap, and they can sign in to RT fine.
So, that part is working. However; it turns out that a lot of our tickets
are opened by users calling our help desk, and the help desk opens the tickets
on the actual requesters behalf.
Folks,
It seems that I have to grant the right ShowConfigTab to allow an agent
to click on a person and see their contact info.Is this expected to work
this way?
This e-mail message is intended only
Folks,
We are taking a look at RT as our helpdesk, and the basic functionality
seems fine. However, I am wondering how it does under a fairly heavy load (ok
- maybe it isn't heavy - but, I think of it as fairly large) of upwards of 50K
requsts per year, about 200 requests per (work)
From the self-service page. This is a global issue.
My users are authenticated via ldap.
The initial page shows Open Tickets, Closed Tickets and New Ticket on the
left side.
Clicking either Open or Closed Tickets does not return anything. --- This
is the issue I hope to fix
Goto ticket
On more thought - maybe the problem is that my ldap authentication isn't
actually working as I expected.
I was using my own account (slander) to login via ldap, and the login works.
But - I had the admin account email set as my email. So, when I created a
ticket using my email as the
All,
I have just installed RT 3.8.3. It is essentially a default install, except
I am using ExternalAuth to authenticate my users via ldap.
If I log into RT as the local account, I see a dashboard, and I can create a
ticket in any queue. However, if I log into the web interface
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