Re: [rt-users] Assign child ticket to a separate queue?
On Wed, 2010-09-08 at 08:55 -0400, Ciancetta, Barbara J. wrote: However trying to create a child ticket and assign it to a separate queue in our dev environment doesn’t seem possible. Does anyone know if this is possible? Please help. Yes, it's possible. Check the obvious first, such as permissions to create tickets in the B queue. Regards. -lem 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] easy rights maintenance q
On Tue, 2010-04-20 at 06:29 -0700, Ian Pellew wrote: Its quite a formidable task maintaining rights for all the this un that. Is there a way that you admin guys maintain this via, say, Excel ? Is there some SQL that can do this in the background. New to RT, I find this difficult to maintain the whole picture of my small play DBS let alone some large production model. Excel is not the tool for this. Really. No. Try to model your rights thinking about roles and groups. You should be able to go a very long way, by keeping rights simple -- apply as many of what you need to roles/queues/specific groups as you can. Best regards. -lem Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ARF parsing with RT?
On Fri, 2010-04-16 at 11:29 +0100, Howard Jones wrote: Has anyone done any work on integrating ARF parsing into RT? http://www.mipassoc.org/arf/ Seems like something useful for an abuse desk. Yes, it would. You might want to take a look at Mail::Abuse for a potential starting point. Regards -lem Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Auto replies create tickets
On Mon, 2010-02-22 at 06:39 +, n.chrysandr...@albourne.com wrote: Hi all, I need some feedback on this before I push any changes out to our live system. I need to fix this relatively soon as I have 10-12 tickets created from auto replies every day. I would appreciate any thoughts as it would be very helpful for me. [...] - n chrysandreas n.chrysandr...@albourne.com wrote: I've found a function in ../lib/RT/Interface/Email.pm that is checking the headers of the emails but the value returned from the function is always the same (as I understand from my limited perl skills). [...] Does the above function always return 0? [...] No. The function returns 1 when it matches a header that is known to mark some kind of auto-generated message. Now, I have observed that there are automated messages that don't trigger the rule, but never enough to have me actually go up and improve the function to catch those. Looks like you're luckier than me. Start by isolating a few samples of those auto-reply messages that are indeed showing up in your queues and possibly put them somewhere where people in the list can take a look at them (including the headers, of course). Then post the URL here. Regards. -lem ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Multi-level ticket classification
Hi there, A customer requested to have a multi-level ticket classification. Issues would be assigned an activity type through a custom field. Then, a second custom field would need to be set, whose values depend on the first. Think of: NetworkFailure -- (Layer2, Layer3, ...) AppFailure -- (LockUp, WrongOutput, ...) The left hand side would be a category (first level of classification) and the right hand side would be a sub-category (second level of classification). This means you could have a ticket with Category=NetworkFailure and SubCategory=Layer3 but you could never have a ticket with Category=NetworkFailure and SubCategory=WrongOutput. Ideally, we want to model this using custom fields. At the start, a Category CF would be displayed, with all the possible values. Upon selection of a specific category, a SubCategory CF would be populated with only the values that make sense for the selected category. I checked the wiki but failed to find something resembling this case. I'm thinking about implementing the following: * Two CFs with the union of the possible values for each * A custom action that will reject tickets with invalid combinations of CFs or at least, prevents ticket creation * JavaScript Fu to really populate the values of the second CF based on the selection on the first one Does anybody have any suggestion? Best regards and thanks in advance. -lem ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Authentication Question
On Mon, 2010-01-11 at 12:07 +, Mark Farrington wrote: In order to stop users being created when (for example) an external user is cc’d to an email into one of our internal queues. What I ideally want to do is restrict most of our queues to ‘LDAP users only’, but be able to have a ‘public queue’ also – is there any way to do this within the ExternalAuth extension, without manually adding all of my LDAP users to a group within the RT system??? Keep in mind that RT Users are global (ie, they exist regardless of which queues they can access). I believe you might want to use groups to control access and allow RT to auto-create users in its local database. Regards. -lem ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Field values are being deleted on ticket modification
On Fri, 2009-12-18 at 08:36 -0800, Ken Crocker wrote: If you have installed RT and are simply trying to set values for some Custom Fields before the customer uses RT, then why not simply use the Bulk Update feature? If you can identify the tickets in any way, that would be the way I would do it. I had a customer that added 1700 tickets 'en masse. What he did was put bulk-specific info in the Subject field that allowed us to identify the records we wanted to bulk update with certain CF values. It took a little time, but worked like a charm. Sorry that's all the help I can provide. The script is responsible for doing the configuration before shipping to the customer. (ie, the system contains no tickets / users at that time). The script is run so that queues, groups, permissions, etc. are set up automatically and consistently. I am now trying to add the CF definitions and allowed values for the comboboxes, so the setup is complete out of the box. Thanks for your help. Regards. -lem ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Field values are being deleted on ticket modification
On Wed, 2009-12-16 at 09:12 -0800, Ken Crocker wrote: I had trouble awhile back with Custom Field values not being set at all during the execution of a scrip, while all other changes took place correctly. The cause turned out to be that I had set the stage in the scrips to TransactionCreate instead of TransactionBatch. Try that. Remember, you have to turn on TransactionBatch in your RT_SiteConfiguration.pm file and bounce your session. Hi Ken, thanks for your suggestion. I did see your messages when researching the archives before submitting my question. However, I'm not sure how to apply this to my scenario. The snippet I posted is not running as part of a scrip; This is a stand alone script to be run right after a fresh install of RT, to bring it to the desired configuration for the customer. As such, I don't see where a transaction might come in... Any enlightenment is appreciated :-) Best regards. -lem ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Custom Field values are being deleted on ticket modification
Hi there,
I am working on a customization script that should issue a number of
configuration changes in a vainilla RT 3.6.7 as shipped with Debian
Lenny.
The snippet below should create 4 custom fields that would apply to the
General queue, and add a couple of test values to them:
#!/usr/bin/perl
use lib '/usr/share/request-tracker3.6/lib';
use strict; use warnings; use RT; use RT::User; use RT::Queue;
use RT::Template;
RT::LoadConfig;
RT::Init;
for my $d ( [ Field1 = 'My Field 1', { One = 'Value One',
Two = 'Value Two', }],
[ Field2 = 'My Field 2', { One = 'Value One',
Two = 'Value Two', }],
[ Field3 = 'My Field 3', { One = 'Value One',
Two = 'Value Two', }],
[ Field4 = 'My Field 4', { One = 'Value One',
Two = 'Value Two', }],)
{
my $cf = new RT::CustomField ( $RT::SystemUser );
my ($id, $msg) = $cf-Create(
Name = $d-[0],
Description = $d-[1],
Type = 'Combobox',
LookupType = 'RT::Queue-RT::Ticket',
Pattern = '(?#Mandatory).',
);
print 'Cannot create CF ' . $d-[0] . : $msg\n unless $id;
my $order = 0;
for my $val (sort keys %{$d-[2]})
{
my ($d, $msg) = $cf-AddValue(Name = $d-[2]-{$val},
Description = $d-[2]-{$val},
SortOrder = $order);
print Value $val: $msg \n;
$order += 5;
}
for my $queue (qw/General/)
{
my $q = RT::Queue-new($RT::SystemUser);
$q-Load($queue);
my ($id, $msg) = $cf-AddToObject($q);
print Can't link CF to queue $queue: $msg\n unless $id;
}
}
After the script is run, I can see the fields through Configuration
Custom Fields, with the intended values. When I try to create a ticket
in the General queue, the corresponding combo boxes are populated with
the expected values. So far so good.
When the ticket is created, the CF values are stored along with the
ticket and I can see them in the display.
Whenever I try to change the ticket (say, modify the value of a CF), the
following messages are displayed in my browser before the Basic form:
* Value Two added as a value for Field1
* Value Two is no longer a value for custom field Field2
* Value Two is no longer a value for custom field Field3
* Value One is no longer a value for custom field Field4
The ticket losses the CF values... This is what the logs say.
Dec 16 05:06:33 rt RT: Ticket 1 created in queue 'General' by root
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:756)#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#27#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #27#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #27#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#28#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #28#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #28#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#29#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #29#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #29#012
Dec 16 05:06:42 rt RT: About to think about scrips for transaction
#30#012
Dec 16 05:06:42 rt RT: About to prepare scrips for transaction #30#012
Dec 16 05:06:42 rt RT: Found 1 scrips#012
Dec 16 05:06:42 rt RT: About to commit scrips for transaction #30#012
After reading through the source, I have been unable to find what am I
missing in my code. Can someone point me in the right direction?
Thanks and best regards.
-lem
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