[rt-users] Images in Rich Text HTML e-mail
Hi Everyone, I looked over this list and did not find an exact answer to my question. We have users who send e-mails to Request Tracker v3.6.4 in both HTML and Rich Text Format with embedded images. In the HTML message, the images are displayed out of order from how they were composed in the e-mail. That is, a message which was composed like the following: Text Image Text Would look like the following in Request Tracker: Image Text Text For Rich Text Format messages, the images are not displayed at all. It looks like the variables in RT_Config.pm: PreferRichText and TrustHTMLAttachments, do not have any affect on this behavior. I looked at the comments in the configuration file, and at the forum, and there is mention of e-mails to Request Tracker in HTML format (I also presume Rich Text Format) are scrubbed. Could someone shine light on the scrubbing process and provide some ideas who to get images displayed in an Rich Text Format message sent to Request Tracker? Any ideas why images are not displayed in the same location in HTML format e-mail would also be helpful. Thank you for your help in advance. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] Re: RT 4
manual, much of what is being requested could have been developed by the user community. What is contained herein are some of my experiences over the past 18 months; beyond that time I never heard of Request Tracker. I believe there should be means for the user community to be provided the tool, in this case technical documentation, to enhance Request Tracker beyond what is provided today. Nick PS If someone tells me how to put a tar file on the Wiki, I will be glad to provide some of the reports and code enhancements I mentioned in this message. I would include in the tar file, a copy of the reports, modifications to Request Tracker/Asset Tracker, modifications to RTx::Statistics, the Asset Tracker SSH scripts and the CGI scripts. I also have a manual I wrote for installing Request Tracker at our site including all the enhancements we made to the Request Tracker code. My Management believes in contributing back to the Open Source community so this would not be an issue. Hopefully, some of these enhancements and changes will make it into Request Tracker 4. - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] RT Permissions
Hi Toan, Thank you for the reply. Just curious, because it is not really documented anywhere, what does SeeQueue do? Does it allow you to see one queue or all queues? I have to play a bit more with permissions, so if anyone knows where they are defined and what they actually do that will be great. Nick PS Our folks really did not want to deal with saved searched for the newest unknown tickets. - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: RT Users [mailto:[EMAIL PROTECTED] Sent: Thursday, April 12, 2007 4:42 PM To: Nick Metrowsky; [EMAIL PROTECTED] Subject: Re: [rt-users] RT Permissions Is there a way to set things up so the new queue is invisible to our other users, but we still can retain the functionality we have today? In RT-3.6.x the different roles can be given ACL's to See Queue so only Owners etc would have the queue visible. One solution was to allow all IS groups to access each of the IS queues, unfortunately, it has an undesirable affect of displaying all the IS queues under the newest unowned ticket area on the RT at a glance display. Our queue managers only want to see tickets which belong to their particular queue on this display. You could remove the newest unowned ticket search from the homepage and add custom searches on relevant queues instead. (RT-3.6.x) Taan ___ 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] Asset Tracker: Reading Assets
Hi Everyone, Anyone know the simplest way to the do following for Asset Tracker assets: For each asset which is active, print out all fields on the main asset record. Also, print out the Custom Field Name and Custom Field Value for each Custom Field that is populated on each asset. Any ideas would be most welcome. Nick Ps I am not sure if at-users is still active, hence the secondary post into rt-users. - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] RT 3.6.3: Cannot chnage owner to another user.
Hi Michael,
Thank you for your useful patch. I hope this change makes it into future
releases of RT, as it would be logical for Super User to have the
ability to change ticket owners, especially if someone has left an
organization and the tickets have to be moved to someone else.
Nick
-
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com http://www.digitalglobe.com
-
From: Peer Michael [mailto:[EMAIL PROTECTED]
Sent: Friday, February 02, 2007 12:54 AM
To: Nick Metrowsky; RT Users
Subject: RE: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
With this diff, superusers can reassign tickets. It works for us.
--- /opt/rt3/lib/RT/Ticket_Overlay.pm 2005-11-14 21:43:24.0
+0100
+++ /opt/rt3/local/lib/RT/Ticket_Overlay.pm 2007-01-30
17:39:31.0 +0100
@@ -2959,6 +2959,7 @@
and#If we're not stealing
( $self-OwnerObj-Id != $RT::Nobody-Id ) and#and the
owner is set
( $self-CurrentUser-Id ne $self-OwnerObj-Id() )
+ and (!$self-CurrentUserHasRight('SuperUser')) #and is not
superuser
) { #and it's not
us
return ( 0,
$self-loc(
Michael Peer
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nick
Metrowsky
Sent: Thursday, 01 February, 2007 23:25
To: RT Users
Subject: [rt-users] RT 3.6.3: Cannot chnage owner to another user.
Hi Everyone,
I have Super User and I cannot change the ownership of a ticket from one
person to another. I get an error You can only take tickets that are
unowned or You can only reassign tickets that you own or that are
unowned. This is definitely a different behavior than that of RT 3.4.4.
Any ideas on this one?
Nick
-
Nick Metrowsky
Consulting System Administrator
303-684-4785 Office
303-684-4100 Fax
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
DigitalGlobe (r), An Imaging and Information Company
http://www.digitalglobe.com http://www.digitalglobe.com
-
___
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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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RE: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownershipchanges
Hi Everyone, Thank you for the replies for this. I keep forgetting about the existence of Scrips and Templates for this sort of thing. Creating a scrip and template works great. Thanks again. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth Crocker Sent: Thursday, February 01, 2007 5:02 PM To: Stephen Turner Cc: RT Users Subject: Re: [rt-users] RT 3.6.3: Informing Requestor when Ticket Ownershipchanges We used this simple code - return ( $TicketObj-OwnerObj-Name() ne 'Nobody' ); That does it for us Kenn Crocker LBNL Stephen Turner wrote: Todd Chapman wrote: You can do that with scrips. No custom code needed either. On Thu, Feb 01, 2007 at 02:31:17PM -0700, Nick Metrowsky wrote: Hi Everyone, Anyone know the procedure to set things up such that when the ticket owner is changes, that the requestor is sent an e-mail message so they know who is working their request? I thought of using the Watcher permission, but it seems to only work on reply to ticket. Any ideas would be welcome. Nick The owner change condition may fire when the owner is set to Nobody (I'm not sure). You might not want to send the customer a message saying Nobody has been assigned to work on your request. If that's the case, you may need some custom condition code. Steve ___ 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 ___ 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] RT 3.6.3: Chaning Orrder by setting in highest priority tickets/newwest unowned tickets
Hi Everyone, I am wondering if this is a bug or a feature of RT 3.6.3. When a user tries to change Priority in Order by for highest priority tickets I own and/or change Created in Order by for newest unowned tickets, the change does not take. That is, it returned to the original setting. I know, in these two cases, that these setting are in the system wide definitions for these two fields. As a normal user does not see You can also edit the predefined search itself:, this is available only to Super User and I certainly do not want to give that privilege out to everyone of my users. Is what I am seeing normal behavior? I was under the impression that when a user made a change to these settings that the information was stored in their own copy of a predefined search. RT is acting as if the user cannot override the first value in Order by. I gave users permissions to Modify Self, and to change, edit and view saved searches. Is there another permission they need? Thank you for your time. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] RT 3.6.3: Informing Requestor when Ticket Ownership changes
Hi Everyone, Anyone know the procedure to set things up such that when the ticket owner is changes, that the requestor is sent an e-mail message so they know who is working their request? I thought of using the Watcher permission, but it seems to only work on reply to ticket. Any ideas would be welcome. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] RT 3.6.3: Cannot chnage owner to another user.
Hi Everyone, I have Super User and I cannot change the ownership of a ticket from one person to another. I get an error You can only take tickets that are unowned or You can only reassign tickets that you own or that are unowned. This is definitely a different behavior than that of RT 3.4.4. Any ideas on this one? Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] BUG: Mandatory Custom Fields in RT 3.6.3 doesn't work in all cases
Hi Everyone, I was looking at custom field validation; and mandatory fields in particular. So far my findings were thus: 1. If you enter a ticket as a privileged user, you must enter a custom field that is set up as mandatory. 2. If you log in as an unprivileged user, mandatory fields don't work. To get around this, I created CGI scripts for our users to use. The users fill in the mandatory fields and using the RT custom field extraction module, the desired custom fields are populated via e-mail. 3. If a ticket is e-mailed to Request Tracker directly, without using the CGI script, a ticket is created and no custom fields are populated. Yes, the above are obvious conclusions and common knowledge. However, in regards to the third item above, if a person works on the ticket and does not set any of the custom fields using the Basics or Jumbo menu selection, Request Tracker does not force the user to select a value for a custom field which was designated as mandatory. They can select and edit custom fields, and update the page, but if they do not set the mandatory custom field, RT just ignores that a field is mandatory and allows the ticket to be updated. However, if a person does set a mandatory field and tries to set it back to (none) in a pick list or delete the contents of the field, then RT forces the person to enter a value in the field; again using the Basic or Jumbo menu selection. There is an element file called in Tickets/Elements called ValidateCustomFields, but this code is only active for Craete.html. /opt/rt3/lib/RT/CustomField_Overlay.pm handles processing for Modify.html and ModifyAll.html in Tickets, yet it only seems to work for the DeleteValueForObject subroutine, but not for AddValueForObject subroutine in the above context. This looks like either a bug in the software, or something that was missed when RT 3.6.x was developed. One would think that if a person is given a screen which has mandatory fields to be filled in, that RT would force the person to enter values that need to be entered. Has anyone come up with a work around for this? Also, how hard is it to make it sot when one works on a ticket, that the Owner field must be changed from Nobody to an actual RT user? This is something my management desires. Anyway ideas would be most welcome. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] Comment on 3.6.x - Quick Search and Unowned tickets
Hi Jesse, I understand that a user can create their own search. We want it so that it is universal and automatic, so that the user doesn't have to do anything special. Removing the capability from the scripts (easy to put in a patch) to a database specific search script may not have been the best move in this instance. Having the capability of listing unonwed tickets specific to the queues that a user services, is much better, than displaying all the unowned tickets which come into Request Tracker. We have over 15 queues, and most of users only service one or two queues. Many watch the RT at a glance screen to look for tickets. They do not have the time or desire to click on a manual search, when RT can be set up to display the information automatically. So, I need to know how I can add to the unowned ticket search the capability which will give a list of tickets that are unowned for the queues that a user is allowed to service. In our case, queues that have AdminCc or Cc watcher turned on for the specific user when they view the RT at a glance page. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.com - From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jesse Vincent Sent: Tuesday, December 19, 2006 11:28 AM To: Nick Metrowsky Cc: RT Users Subject: Re: [rt-users] Comment on 3.6.x - Quick Search and Unowned tickets On Dec 19, 2006, at 1:25 PM, Nick Metrowsky wrote: To The Request Tracker Authors: After looking a bit at the 3.6.2 interface, I have one comment. The user can configure Request Tracker to display only certain queues of interest in the Quick Search box. Unfortunately, the same cannot be said for the newest unowned tickets box. It would be nice to only display tickets which are applicable to the queues that the user desires in the Quick Search boxor at least give the user the opportunity to select the queues they would like to see displayed in the newest unowned tickets box. A change of this nature would be beneficial to our user community and to Request Tracker users in general. Nick, Using RT's saved searches, it's quite easy for a user to construct his or her own newest unowned tickets I care about search and place it on his or her own portal. Best, Jesse Thank you for your time. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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 ___ 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] Not Displaying tickets in Stalled state in 3.6.2/3.6.3 on the RT at a glance page
Hi Everyone, In several places within the 3.6.x release of Request Tracker, the code has been modified to only display open and new tickets. Even though the stalled state now show up on the Qucksearch menu. I have made the changes to the various modules, about 8 or so, as we use the stalled state when we have to put a ticket on hold. To the authors, where in the code does Request Tracker generate the links for highest priority tickets I own and newest unowned tickets show on the RT at a glance page? I want to add the stalled state to the links, but I cannot find where this information is maintained. I used the grep command on virtual every module in the share/html directory structure and in the RT lib directory, without finding what I am looking for. The links contain only the open and new states, but not the stalled state. The preferences for the above at a glance areas, do not allow you to add or change ticket statuses as an option, when you chose Edit for the at a glance areas. Any help with this would be most welcome. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] Comment on 3.6.x - Quick Search and Unowned tickets
To The Request Tracker Authors: After looking a bit at the 3.6.2 interface, I have one comment. The user can configure Request Tracker to display only certain queues of interest in the Quick Search box. Unfortunately, the same cannot be said for the newest unowned tickets box. It would be nice to only display tickets which are applicable to the queues that the user desires in the Quick Search boxor at least give the user the opportunity to select the queues they would like to see displayed in the newest unowned tickets box. A change of this nature would be beneficial to our user community and to Request Tracker users in general. Thank you for your time. Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com http://www.digitalglobe.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] Extracting Custom Field Information from E-mail
Hi Everyone, We would like to create our own version of a Self_Service Web for Request Tracker. We would like the web form to take information accepted by the web form and to e-mail a ticket to Request Tracker. We would like the user to enter values for custom fields, which could be parsed by Request Tracker to populate the custom fields, when the ticket is created. I think ExtractCustomFieldValues may do this for me. However, the lack of documentation makes it unclear on how to do this. Does anyone have any live examples of what a ExtractCustomFieldValues template file should look like? Does anyone have a good web form that would accept custom field values and mail a ticket to Request Tracker? In other words, it makes no sense to reinvent the wheel if someone has done so already. Thank you for your help in advance. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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] Found a true cause and a possible resolution to the MySQL server has gone away issue
Hi Jesse, Thank you for writing and your correction I appreciate it. While there is one connection to MySQL as you say via port 3306. I know cookies are involved from the web browser to Request Tracker to MySQL, because the cookie session identifiers show up in the MySQL detail transaction logs. I am not sure if this is an Explorer problem (timeout the cookies) or a network drop problem (could also timeout a cookie or at least corrupt the seesion). I have not seen this problem on Firefox, Mozilla or Netscape. Finally, this problem occurs in 1 in 1000 tickets, which for us is about once per month. The Request Tracker code does assume that you have a valid connection to MySQL and a valid database handle. I have seen this is at least a couple areas of the code. This seems logical, because if you are logged in to Request Tracker one can assume you have a connection to the MySQL database, as well. The things I would recommend here is to verify that a connection to MySQL is still active, as well as the session, before attempting to write to the database. Also, only have Request Tracker send out e-mails after it verifies that a ticket has been written to the database. We can live with the error, but we need a fix to prevent the e-mail from going out as it really frustrates our staff that a ticket is not in the database. As I mentioned, I just wanted to tell folks about what we have been seeing at our site. I also wanted to mention that we have seen this occur on laptops that are moved from one location to another, with Request Tracker still logged in. The person having the problem told me that come to think of it, I always move my laptop while in Request Tracker and the error has usually occurred sometime after I have done it. This provided me with enough compelling evidence to tell our site to log out of Request Tracker, before moving a laptop. The jury is still out on this one. All in all, Request Tracker is a very good product. Our IS departments and several departments at my company really like the software. The only complaint is this one issue. Also, we have been using the software for over four years and plan to continue to use it for the foreseeable future. Once things get stable, we plan to move from 3.4.4 to 3.6.x. Thank you again for writing and I hope that something good comes out of this. Take care! Nick Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 4:30 PM To: Nick Metrowsky Cc: RT Users Subject: Re: [rt-users] Found a true cause and a possible resolution to the MySQL server has gone away issue and MySQL is informed that the user will be connecting to to MySQL with the cookie identifier as the database handle to establish the connection. That is not correct. RT shares one connection across all users. ___ 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] Spreadsheet on reports coming as tsv
Hi Everyone, The following works on Linux, Firefox with OpenOffice V2 1.1. Spreadsheet Functionality When running Request Tracker on a Windows system, one can get a seamless interface to Excel. That is, when one clicks on the spreadsheet option, Request Tracker calls Excel, open up Excel and sends the desired data to Excel. If the same thing is done on a Linux or UNIX system, using OpenOffice, than the data is sent to OpenOffice Writer and not OpenOffice Calc. What is happening is Request Tracker is generating an output file with a tsv extension, as the data is produced in a Tab Separated Value format. Microsoft Excel recognizes a tsv file with no problem; however, OpenOffice Calc does not. So, OpenOffice converts the results to an ordinary text file, as it does not support the tsv file extension. However, OpenOffice does support the csv (Comma Separated Values) extension. There is a work around for this, as follows: When one clicks on spreadsheet, than save the file to disk; it will be called Results.tsv, Results-1.tsv, etc. Rename Results.tsv to Results.csv. Run OpenOffice Calc and open Results.csv. Calc will ask for format of the file, in the Separated By section of the pop-up screen, click on Tab and uncheck Comma. Once these steps are followed, Calc will display the desired data in spreadsheet format. The following steps can be taken, to create a seamless interface for UNIX and Linux users: cd /opt/rt3/share/html/Search ln s Results.tsv Results.csv Edit index.html and make the following changes: a href="" \ |/lspreadsheet (Excel)//a | a href="" \ |/lspreadsheet (OpenOffice)//a | Another change, for Results.html, changes the order of the Ticket display on the results page. Change line 138 to read: $Order = DESC Notice: The user should be made aware that spreadsheet (Excel) will only work on Windows systems, and spreadsheet (OpenOffice) will only work on Linux and UNIX systems. If AssetTracker is also installed, then do the following: cd /opt/rt3/share/html/AssetTracker/Search ln s Results.tsv Results.csv Edit index.html and make the following changes: a href="" \ |/lspreadsheet (Excel)//abr a href="" \ |/lspreadsheet (OpenOffice)//abr Issue the following commands: /usr/local/apache2/bin/apachectl stop rm rf /opt/rt3/var/mason_data/obj /usr/local/apache2/bin/apachectl start Take care! Nick ----- Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.com - From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Taht Sent: Thursday, August 17, 2006 10:44 AM To: Jesse Vincent Cc: RT Users Subject: Re: [rt-users] Spreadsheet on reports coming as tsv On 8/17/06, Jesse Vincent [EMAIL PROTECTED] wrote: On Thu, Aug 17, 2006 at 09:35:21AM -0700, Phanoko wrote: When I select the spreadsheet option after doing a search I only get TSV files. Did I forget a module install? Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark it as an excel file, so the right thing happens when end-users click on it) In my case, I've yet to convince firefox on linux to do the right thing and hand off tsvs to openoffice in a format it understands - they get tossed into the writer not the spreadsheet module. ___ 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 -- Mike Taht PostCards From the Bleeding Edge http://the-edge.blogspot.com In the kingdom of the blind, the one-eyed man is usually overworked. ___ 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] Custom Field Validation
Hi Everyone, I just upgraded to RT 3.6.1 on my test system and started doing some work with custom field validation. I have noticed something in how they work, or dont work in certain circumstances. If I log in as a privileged user, and try to create a ticket, the validation works fine. It will not even let me save a ticket, unless a mandatory field is filled it. So, this part works as advertised. Also, if I work on a ticket, that was created prior to the validation being added to a custom field, it does the validation on the existing fields, but ignores mandatory fields; I guess one should accept this behavior as normal, because the ticket was already in the system. The unexpected behavior occurs when I try to create a ticket as an unprivileged user. We have a generic account which we have regular users come in and submit tickets. It comes up with a customized menu, so they can select a queue and enter a ticket. To do this required some modifications to the SelfService html directory. While this is not perfect, it did save us from having to set up a number of user accounts. The user also enters their e-mail address while creating a ticket. Anyway, when a user clicks on New ticket, it brings up the ticket to fill in and the custom fields. However, unlike when a privileged user creates a ticket, there are no comments in red indicating what needs to be entered into the custom fields. However, validation does occur on fields which have regular expressions, though the user has no idea what to fill in (again no red text to tell them). Also, if a mandatory field is not filled it, the ticket is created anyway; again this differs from when a privileged user tries to do the same thing. Is there a reason for this behavior? Are there plans to fix the behavior? Thank you for your time. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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] Custom Field Validation Part 2
Hi Everyone, After reading through the code for Self Service Tickets, I have determined that Custom Field Validation was never incorporated within the code. I was under the impression that a Self Service created Ticket made calls to the code in the html/Ticket subdirectory, but it does not. I know RT is a very complex product, but it would be nice if this little issue can be taken care of soon, for consistency purposes. In its present form, this omission could be very confusing to ticket creators and those who service tickets. Again, this issue is relevant to 3.6.0 and 3.6.1. Take care! Nick PS By the way, for those who use Asset Tracker (v1.2.3 the current release), at present Custom Field Validation is also not implemented. - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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] Future Release of RT beyond 3.6.0
Hi Everyone, Could anyone give a good estimate to when Request Tracker 3.6.1 will be released into production? Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Re: RTx::Statistics
Hi Folks, I was able to get RTx::Statistics 1.8 to work with 3.6.0. It turns out that the call TitleBox does not work with RTx::Statistics, at least with the index.html file in the CallsQueueDay directory. So, I replaced line 18-20 with the following in index.html: /Elements/TitleBoxStart, title = $title, title_href = /RTx/Statistics/CallsQueueDay/index.html?$QueryString I also needed to add a % /Elements/TitleBoxEnd at approximately line 146, Right after /table and just before: hr BR / BR / %perl # Create the Graph URL With these changes, I was able to get this portion of RTx::Statistics to work. The rest of the functions seemed to work without any problems. I used the example of index.html in the OpenStalled directory to affect the changes need. I hope you find this information useful. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of theillien Sent: Tuesday, July 18, 2006 3:11 AM To: Richard Ellis Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Re: RTx::Statistics Looking forward to being able to use it with v3.6. thanks for the work you do. Mathew Richard Ellis wrote: Hi, I would ask for a little patience folks, Kelly and I maintain (mostly Kelly) RTx Statistics for free and in what little spare time we get from having a life and doing our day jobs. I'm upgrading our test server this week and should be able to start getting it running with 3.6 as I have a new boss who is very sympathetic to the Open Source ideals and is prepared to cover my time as long as it doesn't impact other projects. We still use RTx Stats a great deal, with their output being used for Management reporting. Richard /--/ /Message: 7 Date: Mon, 17 Jul 2006 20:24:51 -0700 From: Mathew [EMAIL PROTECTED] Subject: Re: [rt-users] RTx::Statistics To: Kelly F. Hickel [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=ISO-8859-1; format=flowed From what I've seen, RTx::Statistics has much more capability than the built-in reports offered with v3.6.0. I would like to see Statistics work with v3.6.0 but unfortunately it doesn't. At the moment, as I recommended earlier, I would avoid it. When the author (or another knowledgeable and motivated person) decides to update it, I'll consider it. But again, until then, I'm avoiding it. Mathew Snyder Kelly F. Hickel wrote: So, no one has an opinion? Yeah, RIGHT! ;- -Kelly -Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Kelly F. Hickel Sent: Tuesday, July 11, 2006 5:25 AM To: theillien; Mike Coakley Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RTx::Statistics The information that I had was that Statistics probably wouldn't be needed with RT 3.6 because of the built in reports, so I haven't done much with it so far. Of course, I don't have 3.6 running yet either, I've been swamped with a ton of other things. So, time for a poll: How many folks think that RTx::Statistics is still needed, given the functionality in RT v3.6.0? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of theillien Sent: Monday, July 10, 2006 7:47 PM To: Mike Coakley Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTx::Statistics I haven't got this working on my installation of v3.6.0 either. I think it needs major work in order for it to be compatible. Right now I'm just relying on the built-in reports with v3.6.0. Perhaps when RTx::Statistics is made to work with it I'll see about integrating but until then, I'm avoiding it like the plague. Mathew Snyder Mike Coakley wrote: Is this working with RT 3.6.0. I just did a clean install and it isn't working for me. Just hangs on some of the graph pages where I have to restart my Apache. On other pages I don't get any graph just the Result Graph alt text. Thanks, ___ //_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
[rt-users] Images in Tickets
Hi Everyone, When a user submits a ticket, with an image, the image is displayed, when viewing a ticket, in a different location than where it was placed in the message. For example, The message sent was: Dear Support: Please look at this: IMAGE Thanks. However, when one views the ticket, they see: Mail Headers IMAGE Dear Support, Please take a look at this. Thanks. This is occurring in RT 3.4.4. Does this have something to do with the way rt-mailgate handles attachments? Is there some setting to have this display when the sender intended? Thank you for your response in advance. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Regular Expressions for Custom Field Validation in RT 3.6.0
Hi Everyone,
Once I was told where Custom Field Validation is maintained
in RT 3.6.0, I thought I make this small contribution to RT 3.6.0. The
following code snippet contains several useful regexp validations. Two of these
are provided with RT 3.6.0 (Mandatory, Digits), the new additions are as
follows:
DateMMDD Date in
-MM-DD or /MM/DD format
DateMMDD Date in
MM-DD- or MM/DD/ format
DateDDMM Date in
DD-MM- or DD/MM/ format
Float Floating Point
Numbers
Email Email address
format
IPAddress IP Address
format
USZipCode5 US 5 digit
Zip Code
UZZipCode9 US 9 digit
Zip Code
USZipCode5or9 US Zip
Code (either 5 digit or 9 digit)
USTelephone US Telephone
Numbers
RowRackHeight Something
used by us locally for locating equipment in out data center; Row #, Rack
#, and Unit Height # in Rack.
I hope you find this information useful. Also, if folks have
additional regular expressions they should contribute them to this forum so
they can be shared with everybody.
Take care!
Nick
The following module contains the Custom Field Validation
definitions for RT 3.6.0:
/opt/rt3/share/html/Admin/CustomFields/Modify.html
The following code begins at line 82; I removed the regexp
for Years and added new code beginning at line 89:
/Widgets/ComboBox,
Name =
'Pattern',
Default =
$CustomFieldObj-Pattern,
Size = 50,
Values = [
'(?#Mandatory).',
'(?#Digits)^[\d.]+$',
'(?#Float)^(\+|-)?([0-9]+\.?[0-9]*|\.[0-9]+)([eE](\+|-)?[0-9]+)?',
'(?#DateMMDD)^(19|20)\d\d([-
/.])(0[1-9]|1[012])\2(0[1-9]|[12][0-9]|3[01])$',
'(?#DateMMDD)^(0[1-9]|1[012])[- /.](0[1-9]|[12][0-9]|3[01])[-
/.](19|20)\d\d',
'(?#DateDDMM)^(0[1-9]|[12][0-9]|3[01])[- /.](0[1-9]|1[012])[-
/.](19|20)\d\d',
'(?#Email)[EMAIL PROTECTED]',
'(?#IPAddress)^((25[0-5]|2[0-4][0-9]|1[0-9][0-9]|[1-9][0-9]|[0-9])\.){3}(25[0-5]|2[0-4][0-9]|1[0-9][0-9]|[1-9][0-9]|[0-9])$',
'(?#USZipCode5)^\d{5}$',
'(?#USZipCode9)^\d{5}-\d{4}$',
'(?#USZipCode5or9)^\d{5}(-?\d{4})?$',
'(?#USTelephone)^1?\s*-?\s*(\d{3}|\(\s*\d{3}\s*\))\s*-?\s*\d{3}\s*-?\s*\d{4}$',
'(?#RowRackHeight)^\d{2}-\d{2}-\d{2}$',
'',
],
-
Nick
Metrowsky
Consulting
System Administrator
303-684-4785
Office
303-684-4100
Fax
[EMAIL PROTECTED]
DigitalGlobe
, An Imaging and Information Company
http://www.digitalglobe.com
-
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[rt-users] RT 3.6.0 Custom Field Validation
Hi Everyone, There is a new feature in RT 3.6.0 that allows one to set up Validation on data entered into a custom field. The question I have is how does one define new validations? Also, what syntax is required for setting up validations? Thank you for your help. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RT 3.6.0 Custom Field Validation
Hi Joshua, Thank you for writing and the location of the code which contains the validation definitions. It would not be too bad to add the various validations here, as it is better than the alternative of typos when someone tries to enter a validation when creating a custom field. Ideally, this data showed be stored in the database somewhere and the contents maintained via the Global configuration option. At least I know where to make a change when the time comes to use this capability. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: Joshua Colson [mailto:[EMAIL PROTECTED] Sent: Thursday, June 22, 2006 1:52 PM To: Todd Chapman Cc: Nick Metrowsky; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.6.0 Custom Field Validation On Thu, 2006-06-22 at 15:41 -0400, Todd Chapman wrote: I agree. Lots of extensions could be made for different types of validation. Looking at the RT code, I'm surprised there is no Callback for adding new ones. I'm sure Jesse would take a patch for that. You could just edit html/Admin/CustomFields/Modify.html and add them in to the Validation section. It isn't ideal, but it may help. -- Joshua Colson [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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Ticket Escalation
HI Everyone, I have a question with a little twist on Ticket Priority Escalation. We have set up categories as a custom field for tickets. We would like to escalate tickets based upon the category, as opposed to the default queue. We are trying to tie our service level agreements (category) to ticket priorities. So, for example, if we have an SLA of 8 hours response time, we want the priority of the ticket to accelerate much faster, than a ticket whose SLA is 3 days response time. So, it this possible or is it beyond the scope of RT to do this? We are running RT 3.4.4. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Proper way to set up a read-only user
Hi Everyone, I would like to set up users in RT which grant them the rights to view tickets and queues, but they cannot change anything. I would like them to have a user id and password, like privileged users. Is there a way to do this? I noticed that the Everyone and Unprivileged user designation allows users to only use the SelfService menu and that is just about it. Any ideas would be most welcome. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Proper way to set up a read-only user
Hi Todd, Thank you for writing. Apparently the Privileged global system group has Super User and Delegate Rights, plus every other right set up. I tried removing all the rights, so just Show Ticket and See Queue were available. I was then going to grant more rights on a group by group and/or user by user basis for those users who really need them. Unfortunately, I cannot revoke Super User and Delegate Rights from the Privileged global system group. So, when I create a user, with just See type rights, they can do anything they want (I did not place them in any group other than checking the box Let this user be granted rights). By the way, when I look in Rights Matrix, everything is set to Y for this user. I also checked the various queues, and the Privileged group has no rights, and the same goes for the user accounts. The privileges are assigned only at the global group level. We set up a global group for each queue; again the test user was not assigned to any group. One other observation, the NULL account, user id #1 is assign the Super User privilege, is this supposed be right? I tried to revoke it and RT will not let me do it. I did not set up RT originally, as the privilege set up was a carry over from the RT 2 system. I knew this was a bit of a mess, I just did not really know who much a mess it was. Anyway, what should be the defaults for the Everyone, Unprivileged and Privileged global system groups? Do I need to be logged into a special account to revoke Super User and Delegate rights from the Privileged global system group? I guess the next question, is this something I really want to do? Any insight would be greatly appreciated. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Wednesday, June 14, 2006 2:02 PM To: Nick Metrowsky Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Proper way to set up a read-only user On Wed, Jun 14, 2006 at 10:22:21AM -0600, Nick Metrowsky wrote: Hi Everyone, I would like to set up users in RT which grant them the rights to view tickets and queues, but they cannot change anything. I would like them to have a user id and password, like privileged users. Is there a way to do this? I noticed that the Everyone and Unprivileged user designation allows users to only use the SelfService menu and that is just about it. Make them privileged but don't grant them any rights other thatn See/Show rights. -Todd ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RTx::Statistics
Hi Everyone, There is a bug with /opt/rt3/Elements/TicketBox, it will not display index.html in CallsQueueDay correctly. I changed the code to use TicketBoxStart and add TicketBoxEnd right after /table and before HR /Elements/TicketBoxEnd I hope this helps. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kelly F. Hickel Sent: Thursday, May 25, 2006 5:27 AM To: Mathew Snyder; rt-users@lists.bestpractical.com Subject: RE: [rt-users] RTx::Statistics I haven't had time to test it against the new release candidates yet, so I don't know for certain. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:rt-users- [EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Thursday, May 25, 2006 3:51 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RTx::Statistics Does RTx::Statistics work with 3.6.0rc2? I haven't been able to get it to work very well. -- Mathew Snyder Systems Administrator Network+ ServerVault TechOps ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] First Impressions of RT V3.6.0rc2
Hi Everyone, I thought I would take a look at RT 3.6.0rc2 this morning to see what it would take to upgrade from 3.4.4. On installation, the install required installing two perl CPAN modules and it failed to do it via make fixdeps, so I had to do them by hand. Not a big deal. The rest of the install/upgrade went flawlessly. Lets just say it was much easier to go from 3.4.4 to 3.6.0rc, than it was to go from 2.4.x to 3.4.4. I had the software configured and upgraded in less than 10 minutes. Logging in, frankly I like the user interface to 3.4.4 better, I think the lack of shading and borders causes a lot more eye strain, especially on an all white background. My eyes are not very good and the lack of definition is really hard on the eyes. Also, because of the much larger fonts, one needs a 20 screen or larger to get a good display; on smaller displays one will be either seeing a lot of line wraps or using the arrow bars on the side and bottom of the screen to move the display around. I found the adding of reports was a good addition, as well as validation in custom fields. I suspect there is a setting in RT_Config.pm that allows for entering dates in MM/DD/ format. Yes, I know the US is one of the few countries that use it; I personally prefer the DD/MM/ format, but I am in a minority here. I like the Ticket Quick Search option Some bugs I noticed. Links do not show up in Asset Tracker (v1.2.3) and the Tickets per day per Queue screen for RTx::Statistics (v0.1.8) does not display anything, but the spreadsheet does. All the other RTx::Statistics functions work. RTx::Matrix and RTFM seem to work, but I really did nothing but display things. I did not do an extensive test like create tickets, manipulate assets, etc, but I did a cursory look at the software. All in all this looks like a great upgrade, but I would give folks the option to keep the 3.4.4 style interface or use the interface introduced in 3.6.0rc2. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] First Impressions of RT V3.6.0rc2
Hi Jesse, Thank you for the tip. It is appreciated. Also, when I switched to 3.4-compat mode, the links for Asset Tracker V1.2.3 now work. I will admit, 3.4-compat mode is much easier on the eyes and it provides slightly larger fonts, the best of both worlds. Take care! Nick PS I found where to change the date format, as well. - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe (r), An Imaging and Information Company http://www.digitalglobe.com - -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Wednesday, May 24, 2006 9:25 AM To: Nick Metrowsky Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] First Impressions of RT V3.6.0rc2 I did not do an extensive test like create tickets, manipulate assets, etc, but I did a cursory look at the software. All in all this looks like a great upgrade, but I would give folks the option to keep the 3.4.4 style interface or use the interface introduced in 3.6.0rc2. We've done that. Have a look in RT's configuration file. ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Restarting Web Server MySQL Server has gone away message
Hi Everyone, Is there some direct correlation between restarting the web server which hosts RT, having people logged into RT, and the MySQL Server has gone away message? Twice this week I restarted the web server and twice this week two tickets which were entered a few moments after the restart, via the RT web interface, were lost and the MySQL server has gone away message generated. I have sent messages before about this message, increased MySQL parameters, etc., and there still seems to be no logical explanation on why this occurs. We get this message on an average of one or two a month for about 1000 tickets entered. We are running RT 3.4.4, MySQL 4.1.5, Apache 2.0.55 and mod_perl2.0. Any ideas would be most welcome. Take care! Nick - Nick Metrowsky Consulting System Administrator 303-684-4785 Office 303-684-4100 Fax [EMAIL PROTECTED] DigitalGlobe , An Imaging and Information Company http://www.digitalglobe.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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
