Re: [rt-users] Categories
We use two custom fields -- one for a category like you have listed (a multi-select list), and one for the requesting department (single-select drop-down), also for statistical tracking. Cheers, Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Donny Brooks Sent: Tuesday, August 27, 2013 8:03 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Categories On our old helpdesk (hand written php/mysql setup) we had different categories that a ticket could be put into. The choices were like: Phone New user virus etc We have set up RT with a main queue that the ticket then gets routed to either one of two sub queues as we have two different I.T. groups in our agency. Instead of setting up a queue for each category what would be the best way to be able to check categories for stats? I was thinking keywords/hashtags in the resolution. Anyone else have ideas or pointers? -- Donny B.
Re: [rt-users] Problems!
(sorry to stray off-topic, but...) Obligatory xkcd comic ref: http://xkcd.com/149/ -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joachim Thuau Sent: Monday, December 06, 2010 11:10 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problems! Try sudo open me a ticket :) Happy Monday... Jok -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Giuseppe Sollazzo Sent: Monday, December 06, 2010 2:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problems! Open me a ticket, please! -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583
Re: [rt-users] Extensions
First thing I always check on multiple extensions is whether they are all in the same Set(@Plugins, ...) line in the RT_SiteConfig.pm file. Multiple Set Plugins lines will override rather than append. Mike From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Torsten Brumm Sent: Wednesday, August 25, 2010 11:49 AM To: Sysadmin Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Extensions Which version you installed from QueueDeactivatedScrp? The one from github? 2010/8/25 Sysadmin sysad...@ruralnetwork.netmailto:sysad...@ruralnetwork.net Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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] Extensions
Set(@Plugins,(qw(RT::FM))); Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Extension::ToggleSuperUser))); Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips))); How should I list this? And do I reinstall then after I correct this, or just correct the Set(@Plugins, ...) line and restart Apache? Set(@Plugins,(qw(RT::FM RTx::EmailCompletion RT::Extension::ToggleSuperUser RT::Extension::QueueDeactivatedScrips))); (above is one line) No reinstall necessary; just bounce Apache. 'qw' takes a space-separated list and turns it into the quoted list format needed for the Set command. (see http://perlmeme.org/howtos/perlfunc/qw_function.html for examples) Mike 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] RTFM gone
First thing that pops into my mind is the Set(@Plugins,qw(RT::FM)); line. There can be only one in the config file -- multiple Set(@Plugins,...) just overwrite what was set on a previous line. If you have more than one Set line, consolidate them into one Set statement. Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of polloxx Sent: Tuesday, April 20, 2010 9:15 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RTFM gone RTFM seems gone on our RT. Until now it was not used, but I don't see the URL any longer at the web interface. We use RT 3.8.7 and RTFM 2.4.2 The tables for RTFM are still in the database but surfing to RTFM/index.html results in an error: The page you requested could not be found. RTFM was installed following the README and Set(@Plugins,qw(RT::FM)); is included in RT_SiteConfig.pm Any ideas how to fix this? Thanks, P. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Place a Logo on top
Pretty simple instructions on the RT wiki: http://wiki.bestpractical.com/view/ChangeLogo Cheers, Mike From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Fritz, Jürgen Sent: Sunday, April 11, 2010 12:35 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Place a Logo on top Hi! Thank you Torsten - now the new Logo is on the the bottom of the user-interface. Is there a simple way to move this logo to the top of the page? Bye Juergen Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT and Explorer 8 problem
Sounds like the IE problem we tracked down earlier this year -- it is related to signatures and the rich-text editor. Try removing the signature from your preferences, and see if that fixes it. If so, the problem has been resolved as of 3.8.3 and newer. Sincerely, Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Matteo Centonza Sent: Thursday, November 12, 2009 6:06 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT and Explorer 8 problem Hi, hope someone help me investigate this issue. We have a 3.8.2 RT installation and we had no problem so far. Recently we have had reports regarding broken comments on tickets (chewed up, incomplete, broken end of lines). We've tried to narrow down the issue and seems to be replicable with Internet Exporer 8. This installation has been cleanly customized through callbacks and we are fairly confident to not introduce regressions in this area. We have even tried to upload fckeditor to latest version (2.6.5), but no cigar. Does this rings any bell? Thanks in advance, -m -- Matteo Centonza mat...@metatype.it http://www.metatype.it ___ 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 ___ 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] OT: Kudos to Jesse
I want to extend much kudos to Jesse for being a steward of Perl 5.11.0 in addition to his efforts on RT. http://www.nntp.perl.org/group/perl.perl5.porters/2009/10/msg151376.html Hip-hip-hooray! ___ 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] Size limit in RT 3.8.2 rich text editor?
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Flynn, Timothy J Sent: Thursday, June 11, 2009 11:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Size limit in RT 3.8.2 rich text editor? I have users that type large messages and/or paste text into the RT editor that say it is getting truncated. Is there a size limit to the amount of text that the rich text box can handle, or another reason why it would truncate? Would this pertain to some of the IE bugs that were fixed in RT 3.8.3? Thanks, -Tim -End Original Message- Tim, I had the IE problems (in fact, I'm upgrading from 3.8.2 to 3.8.4 as I type this), but I also had issues if I pasted text from Word or Outlook into the rich-text editor without using the Paste from Word or Paste as plain text tool button. A straight Ctrl-V pastes a *ton* of M$-specific XHTML tags, making the result too large or is not plain text. HTH, Mike ___ 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] RT + Exchange 2003
I've got mine set up like so: 1. AD/Exchange 'user' named HelpDesk (helpd...@nbutexas.com). This is where new requests are sent. 2. AD 'contact' named Request Tracker with the e-mail address r...@helpdesk.nbutexas.com 3. HelpDesk user's Exchange General properties are set to forward all messages to the RT contact. 4. DNS includes MX records for both Exchange server and helpdesk.nbutexas.com, so those messages route correctly. 5. RT mails have the reply address set to rt-queue@helpdesk.nbutexas.com, so they are routed properly. 6. /etc/aliases contains entries for every queue: rt-dev: | /etc/smrsh/rt-mailgate --queue Development --action correspond --url http://helpdesk/; rt-dev-comment: | /etc/smrsh/rt-mailgate --queue Development --action comment --url http://helpdesk/; Hope this helps... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Gary Greene Sent: Friday, March 27, 2009 1:22 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT + Exchange 2003 Does anyone have a recipe for getting RT working correctly with Exchange 2003? I've the AD, and messages send FROM the RT system, however I get bounces when replying TO messages. I'll document the whole process on the wiki once I verify it is working. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 ___ 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 ___ 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] Tracking a bug with WYSIWYG editor and IE7
FWIW, the problem persists in IE8... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Thursday, March 12, 2009 10:58 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I can't seem to let this go. Comparing the Download (untitled) data with my signature, I see that they are the same length and shape -- the same number of characters on each line. That should be a big clue as to the truncation problem, as well as the 'random' spaces in the middle of words -- they correspond to newline positions in my signature. Why does this only happen in IE (6/7/?)? Why only when I'm creating a *new* ticket and not on reply/comment? Still investigating... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Wednesday, March 11, 2009 8:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 A-ha! That's a reasonable theory... I've got a signature on my account; my other users... not so much. ;) FWIW, I also have the problem occur on IE6. As you suggested, I removed my signature from my Preferences, and the problem went away. Now, how does this help us solve the problem? If it were Firefox, I'd use Chris Pederick's wonderful Web Developer add- on (http://chrispederick.com/work/web-developer/) to pick it apart... anyone recommend a similar tool for IE7? Thanks, Mike -Original Message- From: Sean [mailto:stroke_of_de...@yahoo.com] Sent: Wednesday, March 11, 2009 5:54 PM To: Alex Young; rt-users@lists.bestpractical.com; Michael Finn Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I too am seeing this problem. it only happens when: 1. the WYSIWYG editor is being used 2. IE7 is the browser 3. The user has a signature (i.e. RT automatically inserts text) Im wondering if it has to do with the signature column being TEXT vs. VARCHAR or something along those lines.. snip ___ 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] Tracking a bug with WYSIWYG editor and IE7
I can't seem to let this go. Comparing the Download (untitled) data with my signature, I see that they are the same length and shape -- the same number of characters on each line. That should be a big clue as to the truncation problem, as well as the 'random' spaces in the middle of words -- they correspond to newline positions in my signature. Why does this only happen in IE (6/7/?)? Why only when I'm creating a *new* ticket and not on reply/comment? Still investigating... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Wednesday, March 11, 2009 8:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 A-ha! That's a reasonable theory... I've got a signature on my account; my other users... not so much. ;) FWIW, I also have the problem occur on IE6. As you suggested, I removed my signature from my Preferences, and the problem went away. Now, how does this help us solve the problem? If it were Firefox, I'd use Chris Pederick's wonderful Web Developer add- on (http://chrispederick.com/work/web-developer/) to pick it apart... anyone recommend a similar tool for IE7? Thanks, Mike -Original Message- From: Sean [mailto:stroke_of_de...@yahoo.com] Sent: Wednesday, March 11, 2009 5:54 PM To: Alex Young; rt-users@lists.bestpractical.com; Michael Finn Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I too am seeing this problem. it only happens when: 1. the WYSIWYG editor is being used 2. IE7 is the browser 3. The user has a signature (i.e. RT automatically inserts text) Im wondering if it has to do with the signature column being TEXT vs. VARCHAR or something along those lines.. snip ___ 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] Tracking a bug with WYSIWYG editor and IE7
A-ha! That's a reasonable theory... I've got a signature on my account; my
other users... not so much. ;)
FWIW, I also have the problem occur on IE6.
As you suggested, I removed my signature from my Preferences, and the problem
went away. Now, how does this help us solve the problem? If it were Firefox,
I'd use Chris Pederick's wonderful Web Developer add-on
(http://chrispederick.com/work/web-developer/) to pick it apart... anyone
recommend a similar tool for IE7?
Thanks,
Mike
-Original Message-
From: Sean [mailto:stroke_of_de...@yahoo.com]
Sent: Wednesday, March 11, 2009 5:54 PM
To: Alex Young; rt-users@lists.bestpractical.com; Michael Finn
Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
I too am seeing this problem.
it only happens when:
1. the WYSIWYG editor is being used
2. IE7 is the browser
3. The user has a signature (i.e. RT automatically inserts text)
Im wondering if it has to do with the signature column being TEXT vs.
VARCHAR or something along those lines..
--- On Fri, 2/27/09, Michael Finn mf...@nbutexas.com wrote:
From: Michael Finn mf...@nbutexas.com
Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
To: Alex Young alexyo...@scoutsolutions.co.uk, rt-
us...@lists.bestpractical.com
Date: Friday, February 27, 2009, 11:44 AM
Further testing:
Logged into a different PC (Remote Desktop); logged into RT
w/ IE7 -- same problem (55 chars, extra garbage).
Logged into RT as root w/ IE7 -- did NOT have the
problem.
Fellow IT user (with same permissions as mine) is also not
having this problem.
It looks like *I'm* the lucky one. :(
What could it be about *my* login in RT that's causing
this issue???
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Michael
Finn
Sent: Friday, February 27, 2009 9:28 AM
To: Alex Young; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Tracking a bug with WYSIWYG
editor and IE7
I just tried it with RTFM disabled, and got the same
results:
=
Subject: 3rd test of RT in IE7
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 55
pI
've disabled
RTFMnbsp;to test the IE7 pr
oblem
=
-Original Message-
From: Alex Young
[mailto:alexyo...@scoutsolutions.co.uk]
Sent: Friday, February 27, 2009 5:04 AM
To: Michael Finn;
rt-users@lists.bestpractical.com
Subject: RE: Tracking a bug with WYSIWYG editor
and IE7
I am using pretty much the same as you, except
I'm running IE7 on
Vista.
Michael, do oyu still have this bug if you
disable RTFM?
I can reproduce the error consistantly whenever I
hit reply/comment
to
a specific transaction. Depending on which
transaction I
reply/comment
on changes the site that the data is truncated.
Doesnt matter how
much
more I type into the reply/comment, each
transaction also truncated
at
the same bytes regardless.
The Javascript errors I had in IE had nothing to
do with this bug. I
fixed it my removing the references to
scriptalicous.js and
prototype.js in the modified header from the
RTx-EmailCompletion
header.
-Original Message-
From: Michael Finn [mailto:mf...@nbutexas.com]
Sent: 25 February 2009 20:59
To: Alex Young; rt-users@lists.bestpractical.com
Subject: Tracking a bug with WYSIWYG editor and
IE7
The only extension I have is RTFM. More specs:
RT-3.8.2
RTFM-2.4.1
MySQL 5.0.67 (external server)
IE 7.0.5730.11 on WinXP SP3
IE7 Add-ons don't apply, because I
experienced the same issue in IE7
safe mode ('iexplore
-extoff').
I'm baffled.
-Original Message-
From: Alex Young
[mailto:alexyo...@scoutsolutions.co.uk]
Sent: Wednesday, February 25, 2009 12:38 PM
To: Michael Finn;
rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a
bug with WYSIWYG
editor,IE7
and RTx-EmailCompletion
Hmmm... odd that I dont get the error when I
remove RTx-
EmailCompletion, but you're not using
it. What other extensions are
you
using? Do you still get this problem if they
are disabled?
Mine is getting truncated at 319 characters
on every one. I never
noticed it before.
Looks like my JavaScript error is unrelated.
Its a RTx-
EmailCompletion
specific error that, so nothing to do with
the truncation.
MIME-Version: 1.0
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content
Re: [rt-users] WorkflowBuilderRules, approval on either approver
I haven't tried the plugin yet, but based on the docs
(http://search.cpan.org/dist/RTx-WorkflowBuilder/bin/rt-workflow), I'd
guess you need something like:
Set($WorkflowBuilderRules,
{ 'CMR-approval-rule' = ['CMR-approval' = ['IT Manager approval',
'IT Director approval'] ] } );
Hope that works/helps.
Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Fred Blaise
Sent: Wednesday, March 04, 2009 1:32 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] WorkflowBuilderRules, approval on either approver
Hi all,
I have a very simple need for approval. Either my manager or my
director
approval should suffice.
I have it this way currently:
Set($WorkflowBuilderRules,
{ 'CMR-approval' = [ 'IT Manager approval', 'IT Director
approval'], }
);
But it still requires the 2 of them to approve for the pending
approval status to vanish. I have also tried with another pair of
angled brackets, but still no luck.
How would I go about doing that?
Thanks for the help.
fred
___
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
___
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] Tracking a bug with WYSIWYG editor and IE7
I just tried it with RTFM disabled, and got the same results:
=
Subject: 3rd test of RT in IE7
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 55
pI
've disabled
RTFMnbsp;to test the IE7 pr
oblem
=
-Original Message-
From: Alex Young [mailto:alexyo...@scoutsolutions.co.uk]
Sent: Friday, February 27, 2009 5:04 AM
To: Michael Finn; rt-users@lists.bestpractical.com
Subject: RE: Tracking a bug with WYSIWYG editor and IE7
I am using pretty much the same as you, except I'm running IE7 on
Vista.
Michael, do oyu still have this bug if you disable RTFM?
I can reproduce the error consistantly whenever I hit reply/comment to
a specific transaction. Depending on which transaction I reply/comment
on changes the site that the data is truncated. Doesnt matter how much
more I type into the reply/comment, each transaction also truncated at
the same bytes regardless.
The Javascript errors I had in IE had nothing to do with this bug. I
fixed it my removing the references to scriptalicous.js and
prototype.js in the modified header from the RTx-EmailCompletion
header.
-Original Message-
From: Michael Finn [mailto:mf...@nbutexas.com]
Sent: 25 February 2009 20:59
To: Alex Young; rt-users@lists.bestpractical.com
Subject: Tracking a bug with WYSIWYG editor and IE7
The only extension I have is RTFM. More specs:
RT-3.8.2
RTFM-2.4.1
MySQL 5.0.67 (external server)
IE 7.0.5730.11 on WinXP SP3
IE7 Add-ons don't apply, because I experienced the same issue in IE7
safe mode ('iexplore -extoff').
I'm baffled.
-Original Message-
From: Alex Young [mailto:alexyo...@scoutsolutions.co.uk]
Sent: Wednesday, February 25, 2009 12:38 PM
To: Michael Finn; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a bug with WYSIWYG editor,IE7
and RTx-EmailCompletion
Hmmm... odd that I dont get the error when I remove RTx-
EmailCompletion, but you're not using it. What other extensions are
you
using? Do you still get this problem if they are disabled?
Mine is getting truncated at 319 characters on every one. I never
noticed it before.
Looks like my JavaScript error is unrelated. Its a RTx-
EmailCompletion
specific error that, so nothing to do with the truncation.
MIME-Version: 1.0
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 319
pDoes it do it when inserting content fro
m the previous page?/p
pOn Wed Feb 25 14:58:45 2009, ayoung wrote:
br /
gt; T
his is a
lon
g winded reply to see if IE will br
eak
with the WYSIWYG br /
gt; editor yet br /
gt; again. br /
gt; br /
gt;
I
cant understand why it breaks. br /
g
t
;
-Original Message-
From: Michael Finn [mailto:mf...@nbutexas.com]
Sent: 25 February 2009 18:26
To: Alex Young; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a bug with WYSIWYG editor,IE7
and RTx-EmailCompletion
Alex,
I've observed the same kind of behavior when I use the New ticket
in
button at the top, but not when I enter a comment or reply.
Additionally, my text is truncated at 55 characters. I'm having this
issue in IE7, but not Firefox 3. I don't get JavaScript errors in
either browser.
I do not use RTx-EmailCompletion, however. Here's an example of what
I'm seeing (with headers):
=
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 55
pK
. Tibbels PC
nbsp;won't boot.nbsp; quot
;Strik
=
Mike
-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Alex Young
Sent: Wednesday, February 25, 2009 10:45 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Trying to track a bug with WYSIWYG editor,IE7 and
RTx-EmailCompletion
Hi,
I'm trying to track down a bug I am experiencing with RT,
its
WYSIWYG editor, IE7 and RTx-EmailCompletion.
On my install when RT inserts content automatically into the body of
the WYSIWYG editor.
I only get this error when using Internet Explorer 7 (Haven't tried
other IE versions). Firefox doesn't suffer.
If I insert and RTFM article, my user signature (set under users
preferences), or hit reply/comment on a ticket transaction it posts
the
info correct into the WYSIWYG editor
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
Further testing:
Logged into a different PC (Remote Desktop); logged into RT w/ IE7 -- same
problem (55 chars, extra garbage).
Logged into RT as root w/ IE7 -- did NOT have the problem.
Fellow IT user (with same permissions as mine) is also not having this problem.
It looks like *I'm* the lucky one. :(
What could it be about *my* login in RT that's causing this issue???
-Original Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Michael Finn
Sent: Friday, February 27, 2009 9:28 AM
To: Alex Young; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
I just tried it with RTFM disabled, and got the same results:
=
Subject: 3rd test of RT in IE7
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 55
pI
've disabled
RTFMnbsp;to test the IE7 pr
oblem
=
-Original Message-
From: Alex Young [mailto:alexyo...@scoutsolutions.co.uk]
Sent: Friday, February 27, 2009 5:04 AM
To: Michael Finn; rt-users@lists.bestpractical.com
Subject: RE: Tracking a bug with WYSIWYG editor and IE7
I am using pretty much the same as you, except I'm running IE7 on
Vista.
Michael, do oyu still have this bug if you disable RTFM?
I can reproduce the error consistantly whenever I hit reply/comment
to
a specific transaction. Depending on which transaction I
reply/comment
on changes the site that the data is truncated. Doesnt matter how
much
more I type into the reply/comment, each transaction also truncated
at
the same bytes regardless.
The Javascript errors I had in IE had nothing to do with this bug. I
fixed it my removing the references to scriptalicous.js and
prototype.js in the modified header from the RTx-EmailCompletion
header.
-Original Message-
From: Michael Finn [mailto:mf...@nbutexas.com]
Sent: 25 February 2009 20:59
To: Alex Young; rt-users@lists.bestpractical.com
Subject: Tracking a bug with WYSIWYG editor and IE7
The only extension I have is RTFM. More specs:
RT-3.8.2
RTFM-2.4.1
MySQL 5.0.67 (external server)
IE 7.0.5730.11 on WinXP SP3
IE7 Add-ons don't apply, because I experienced the same issue in IE7
safe mode ('iexplore -extoff').
I'm baffled.
-Original Message-
From: Alex Young [mailto:alexyo...@scoutsolutions.co.uk]
Sent: Wednesday, February 25, 2009 12:38 PM
To: Michael Finn; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a bug with WYSIWYG
editor,IE7
and RTx-EmailCompletion
Hmmm... odd that I dont get the error when I remove RTx-
EmailCompletion, but you're not using it. What other extensions are
you
using? Do you still get this problem if they are disabled?
Mine is getting truncated at 319 characters on every one. I never
noticed it before.
Looks like my JavaScript error is unrelated. Its a RTx-
EmailCompletion
specific error that, so nothing to do with the truncation.
MIME-Version: 1.0
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 319
pDoes it do it when inserting content fro
m the previous page?/p
pOn Wed Feb 25 14:58:45 2009, ayoung wrote:
br /
gt; T
his is a
lon
g winded reply to see if IE will br
eak
with the WYSIWYG br /
gt; editor yet br /
gt; again. br /
gt; br /
gt;
I
cant understand why it breaks. br /
g
t
;
-Original Message-
From: Michael Finn [mailto:mf...@nbutexas.com]
Sent: 25 February 2009 18:26
To: Alex Young; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a bug with WYSIWYG
editor,IE7
and RTx-EmailCompletion
Alex,
I've observed the same kind of behavior when I use the New ticket
in
button at the top, but not when I enter a comment or reply.
Additionally, my text is truncated at 55 characters. I'm having
this
issue in IE7, but not Firefox 3. I don't get JavaScript errors in
either browser.
I do not use RTx-EmailCompletion, however. Here's an example of
what
I'm seeing (with headers):
=
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 55
pK
. Tibbels PC
nbsp;won't boot.nbsp; quot
;Strik
=
Mike
Re: [rt-users] Trying to track a bug with WYSIWYG editor, IE7 and RTx-EmailCompletion
Alex, I've observed the same kind of behavior when I use the New ticket in button at the top, but not when I enter a comment or reply. Additionally, my text is truncated at 55 characters. I'm having this issue in IE7, but not Firefox 3. I don't get JavaScript errors in either browser. I do not use RTx-EmailCompletion, however. Here's an example of what I'm seeing (with headers): = MIME-Version: 1.0 Content-Type: text/html; charset=UTF-8 X-Mailer: MIME-tools 5.427 (Entity 5.427) Content-Disposition: inline Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 55 pK . Tibbels PC nbsp;won't boot.nbsp; quot ;Strik = Mike - From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Young Sent: Wednesday, February 25, 2009 10:45 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Trying to track a bug with WYSIWYG editor,IE7 and RTx-EmailCompletion Hi, I'm trying to track down a bug I am experiencing with RT, its WYSIWYG editor, IE7 and RTx-EmailCompletion. On my install when RT inserts content automatically into the body of the WYSIWYG editor. I only get this error when using Internet Explorer 7 (Haven't tried other IE versions). Firefox doesn't suffer. If I insert and RTFM article, my user signature (set under users preferences), or hit reply/comment on a ticket transaction it posts the info correct into the WYSIWYG editor window. When submitting that page the transaction content randomly inserts spaces, line breaks, and chops off the end of the content. If I disable RTx-EmailCompletion it works fine. I also have a JavaScript error in IE7 when RTx-EmailCompletion is enabled; Line: 2 Char: 1 Error: Syntax error Code: 0 This error shows on every page. Looks like it's a problem with RTx-EmailCompletion. It doesn't give a JS error in Firefox. Has anyone else had this problem or been able to fix it? ___ 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] Tracking a bug with WYSIWYG editor and IE7
The only extension I have is RTFM. More specs:
RT-3.8.2
RTFM-2.4.1
MySQL 5.0.67 (external server)
IE 7.0.5730.11 on WinXP SP3
IE7 Add-ons don't apply, because I experienced the same issue in IE7 safe
mode ('iexplore -extoff').
I'm baffled.
-Original Message-
From: Alex Young [mailto:alexyo...@scoutsolutions.co.uk]
Sent: Wednesday, February 25, 2009 12:38 PM
To: Michael Finn; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a bug with WYSIWYG editor,IE7
and RTx-EmailCompletion
Hmmm... odd that I dont get the error when I remove RTx-
EmailCompletion, but you're not using it. What other extensions are you
using? Do you still get this problem if they are disabled?
Mine is getting truncated at 319 characters on every one. I never
noticed it before.
Looks like my JavaScript error is unrelated. Its a RTx-EmailCompletion
specific error that, so nothing to do with the truncation.
MIME-Version: 1.0
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 319
pDoes it do it when inserting content fro
m the previous page?/p
pOn Wed Feb 25 14:58:45 2009, ayoung wrote:
br /
gt; T
his is a
lon
g winded reply to see if IE will br
eak
with the WYSIWYG br /
gt; editor yet br /
gt; again. br /
gt; br /
gt;
I
cant understand why it breaks. br /
g
t
;
-Original Message-
From: Michael Finn [mailto:mf...@nbutexas.com]
Sent: 25 February 2009 18:26
To: Alex Young; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a bug with WYSIWYG editor,IE7
and RTx-EmailCompletion
Alex,
I've observed the same kind of behavior when I use the New ticket in
button at the top, but not when I enter a comment or reply.
Additionally, my text is truncated at 55 characters. I'm having this
issue in IE7, but not Firefox 3. I don't get JavaScript errors in
either browser.
I do not use RTx-EmailCompletion, however. Here's an example of what
I'm seeing (with headers):
=
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 55
pK
. Tibbels PC
nbsp;won't boot.nbsp; quot
;Strik
=
Mike
-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Alex Young
Sent: Wednesday, February 25, 2009 10:45 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Trying to track a bug with WYSIWYG editor,IE7 and
RTx-EmailCompletion
Hi,
I'm trying to track down a bug I am experiencing with RT, its
WYSIWYG editor, IE7 and RTx-EmailCompletion.
On my install when RT inserts content automatically into the body of
the WYSIWYG editor.
I only get this error when using Internet Explorer 7 (Haven't tried
other IE versions). Firefox doesn't suffer.
If I insert and RTFM article, my user signature (set under users
preferences), or hit reply/comment on a ticket transaction it posts the
info correct into the WYSIWYG editor window. When submitting that page
the transaction content randomly inserts spaces, line breaks, and chops
off the end of the content.
If I disable RTx-EmailCompletion it works fine.
I also have a JavaScript error in IE7 when RTx-EmailCompletion is
enabled;
Line: 2
Char: 1
Error: Syntax error
Code: 0
This error shows on every page. Looks like it's a problem with RTx-
EmailCompletion. It doesn't give a JS error in Firefox.
Has anyone else had this problem or been able to fix it?
___
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] Can not close reminders
When I’ve been unable to remove reminders, it has always been the case that the parent ticket has changed queues. For some reason, when you change the ticket queue, the reminder’s queue does not change with it. This causes the update query to fail when you try to resolve the reminder. Options? Either change the ticket back to the original queue and then resolve the reminder, or perform an update SQL query and modify the reminder so its queue matches the ticket. The reminders are stored in the same table – Tickets – as the tickets themselves; they just have a Type = ‘reminder’ rather than Type = ‘ticket’. Cheers, Mike From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Curtis Raams Sent: Monday, January 05, 2009 6:15 PM To: rt-users Subject: [rt-users] Can not close reminders Hello, I have changed servers that my RT installation was on. On the new server I can not resolve / close / delete reminders. I check the box and click save, however the reminder remains the same. Where are reminders stored? Curtis Raams ___ 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] Phantom Reminder
When I've come across an undeletable reminder, it has always been the case that the associated ticket was moved to a different queue *after* the reminder was created. Thus the reminder (which is stored in the same Tickets table in the DB) now has a different queue number than its associated ticket. Changing the queue on the reminder (using SQL) so that it matches the queue on the ticket should clear up your problem, if this is what has happened to you as well. Cheers, Mike -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of John Arends Sent: Tuesday, March 20, 2007 11:16 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Phantom Reminder I have a reminder that is owned by 'Nobody' that shows up on the front page when I am logged into the system as root. Clicking on the reminder link takes me into the ticket under which the reminder was created. However, when I am in that ticket, no reminders are shown. The ticket has been resolved, but I tried setting the status back to open just for fun. When logged in as my normal user, I can't see the reminder, but when I log in with 2 different accounts that are superusers, I can see the reminder on RT at a glance. How do I make this thing go away? ___ 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. Buy a copy at http://rtbook.bestpractical.com ___ 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. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] customized RT at a Glance for specific users
If you're using 3.6.1, the user can create a custom Search/query, save it as QueryName, and add that to his/her RT at a glance page as a module. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Terri Bendl Sent: Tuesday, September 19, 2006 3:50 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] customized RT at a Glance for specific users Does anyone know how to apply customized Elements (such as MyTickets, etc) to specific users only?? The goal is to have a Helpdesk manager that sees everyone's tickets via the RT at a Glance view -- I don't want him to have to do searches to find them... Thanks in advance. Terri Terri Bendl E-ZPass 717-565-4316 [EMAIL PROTECTED] ___ 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. Buy a copy at http://rtbook.bestpractical.com ___ 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. Buy a copy at http://rtbook.bestpractical.com
[rt-users] 3.6.1: Modify query for 'at-a-glance' - MyTickets
I successfully migrated our installation from RT 3.4.5 - RT 3.6.1/CentOS 4.3/MySQL 5.0.18 , but I'm having trouble with a modification to the At a glance page. (I copied the old local/html - local/html-3.4.5 after clean install) In 3.4.5, I had modified local/html/Elements/MyTickets to include the stalled status in the query. Now in 3.6.1, share/html/Elements/MyTickets says it's deprecated and I can't find where to apply the change. I had a similar modification for local/html/Elements/MyRequests (also deprecated). Help? TIA, Mike Michael D. Finn Network Administrator New Braunfels Utilities (830) 629-8474 ___ 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. Buy a copy at http://rtbook.bestpractical.com
