[rt-users] Adding File from Custom Field to Update Page or reply template

Hi RT-4.2 , Mysql 5 apache2 with mod_perl I would like to add a file from “Upload one file” custom field as an attachment within Update.html Ie , when a user update a ticket (reply or comment), under certain conditions I would like the file stored in an “Upload one file” ticket CF to be added a

[rt-users] Malformed RT response when trying to create ticket from cli (rt)

Hi RT version 4.0.13 I am having problems creating ticket from REST interface [root@myrt RestClient]# RTDEBUG=3 ./rt create -t ticket set id='ticket/new' Queue='Testing' subject='new ticket' POST http://myrturl/REST/1.0/show Content-Length: 264 Content-Type: multipart/form-data; boundary=xYzZY

Re: [rt-users] How to customize in local/lib

...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: 31 January 2013 18:05 To: Thomas Sibley; RT Users Subject: Re: [rt-users] How to customize in local/lib Need to remember reply all. Attached is my Tickets_Local.pm, please note my changes are commented by " Added by Daisy" UserQueues is a table that

[rt-users] How to customize in local/lib

Hi, Sorry if this have been asked before, but I could n’t see anything in the archives or via web search. I just started the process of upgrading my rt-3.8.7 to rt-4 With rt-4 the Overlay files have been removed, and I am wondering what is the proper way to add or modify existing functions with

Re: [rt-users] Passwords not working after upgrade to rt-4.0.8

[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: 31 January 2013 11:11 To: Thomas Sibley; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Passwords not working after upgrade to rt-4.0.8 Hi Thomas, Thanks for your response. There is nothing in my local/lib (no local chang

[rt-users] Passwords not working after upgrade to rt-4.0.8

Hi, First of all apologies for the length of signature (I really can't do anything about it). I am in the process of upgrading my rt-3.8.7 to rt-4.0.8 , I followed all the README and Upgrade docs. I am installing into a clean rt4 directory, and only put in cosmetic customisation . Ran make upgr

Re: [rt-users] Get realname or username from $requestor

Mario, Have a look at Ticket/Elements/ShowRequestor to help you. Basically get the Requestors list, these are members of a group that define the requestors of the ticket: my $people = $Ticket->Requestors->UserMembersObj; then go through the members to display the properties you want: while ( my

Re: [rt-users] How to sync tickets from two RT.

Adrian, You have 2 options, 1- Get the 2 organisation to use 1 RT , use groups/queues rights and permissions to do the separations, then tickets crossing organisations will be simply moving queue. 2- Option 2 is have a queue for org B on RT-A B , and set up on Queue change/Correspondence and C

[rt-users] custom fields select with Category --Firefox 7 issue

Hi, I am on rt-3.8.7 We have 2 custom fields related via Category, where selecting one determines the content of the second field dropdown, and we had few values for the second custom field with the category was left at 'no value', so these are displayed as generic options for any value of the

Re: [rt-users] Spell checking Solutions for RT

John, The spell checking will need to be client side because I guess will need your users to do the checking before submit? (or have I missed something??) As Thomas previously suggested most browsers these days include spell check plugins , but if you wish you can look into some of the javascrip

Re: [rt-users] Doing response-time analytics

Richard, > Is there a recommended way to record the 'first contact/response' time > without analyzing the transactions? You can going forward , I've done something similar a while back , my requirement were to calculate the first response time to the customer from the ticket created time, respo

Re: [rt-users] Costum Condition AdminCC Notification

Chris, I would guess client == Requestor? I would disable the scrip On Create notify AdminCC and create a new one with Action Notify Admin but with User defined condition. Your condition code will depend how you can distinguish that the requestor is not a member of the admincc group, for example

Re: [rt-users] How to setting multiple email addresses on Request Tracker

How did you set up your RT mail, exim , fetchmail ?? Have a look at http://requesttracker.wikia.com/wiki/ItsFinallyInstalledNowWhat for more information. Regards; Roy [cid:image6ea795.GIF@1c454eed.4b9fc82e] Visit our website today www.daisygroupplc.com Register

Re: [rt-users] Multiple URL's with multiple themes (look and feel)

Bart, Can you keep us (me anyway) informed how the below solution works out for you, I am wondering how it will work if you need to link tickets cross different sites?? At the moment with mod_perl2 I am running 1 rt database one rt code tree for 2 different sites (urls) but with 2 different webm

Re: [rt-users] Quick Ticket Creation

John, You need to edit Elements/QuickCreate and change <%$session{'CurrentUser'}->Name %> <%loc('Nobody')%> TO <%loc('Nobody')%> <% $session{'CurrentUser'}->Name %> Roy > Visit our website today www.daisygroupplc.com Registered Office: Daisy House, Lindred Road Business Park, Nelson, Lancash

Re: [rt-users] Permissions problem. Cannot view queues/tickets or make changes to config as super user

Josh, As far as I know your only fix is through the database directly. Login in to your RT database and select id from Users where Name = 'root'; #on my system the id of root == 12 select id from Groups where Name = 'User 12'; #on my system this id = 13 select id from Principals where ObjectId

Re: [rt-users] Trouble with scrip to set status based on email subject

Dave, Your scrip is telling RT on Create (> > > Condition: On Create) => resolve the ticket. You can either change your condition to User defined and add a bit of logic to your Custom condition: to identify ticket creation. Or keep your condition to On Create and move your: my $match = "Order [

Re: [rt-users] Can't call method "ContentAsMIME" on an undefined value

ctical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: 12 July 2011 23:07 > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Can't call method "ContentAsMIME" on an undefined > value > > On Tue, Jul 12,

[rt-users] Can't call method "ContentAsMIME" on an undefined value

Kevin, Apologies Kevin but I put your name because through the archive I noticed you looked into similar problem. When trying to forward an update with an attachment and no text update I get the error "Can't call method ..." I noticed back in December another list user had the same issue (Ticke

Re: [rt-users] Show tickets depending on creator and not owner

Fabian, The Creator of a ticket is in most cases the requestor unless they decided to change that by entering a different email address in the requestor field when a ticket is first created. I think the scenario you describing below will most likely be the creator == requestor. Customers shoul

Re: [rt-users] Dump all except tickets+attachments?

Jeff, If you are in a position to do it via sql , then I would suggest you take this route. By via sql I mean you are able to do statements like (insert into development_db.Users (select * from production_db.Users) etc .. If you ignoring Tickets and Attachments I would also ignore the Transactio

Re: [rt-users] Need some help with suppliers

egards; Roy From: pleh.i...@gmail.com [mailto:pleh.i...@gmail.com] On Behalf Of Bart Sent: 16 June 2011 10:40 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi, Was this the sample script you used on the wiki? http://requ

Re: [rt-users] Need some help with suppliers

he RT wiki. Regards; Roy From: pleh.i...@gmail.com [mailto:pleh.i...@gmail.com] On Behalf Of Bart Sent: 15 June 2011 20:36 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Need some help with suppliers Hi Roy, That sounds like a very clean solution :-) We were already

Re: [rt-users] Need some help with suppliers

Bart: The way I deal with the scenario below is as follow: 1- Customer ticket about their issue with customer as requestor 2- Create depends on ticket to the supplier with the supplier as a requestor 3- We put the customer ticket to status 'on-hold' which we added to the inacti

Re: [rt-users] limit ticket list display on requestor login

$u->Load("$MyUserId"); if ($id) { $u->SetPrivileged(0); } } Regards; Roy > -Original Message- > From: Giuseppe Sollazzo [mailto:gsoll...@sgul.ac.uk] > Sent: 10 June 2011 15:33 > To: Raed El-Hames > Cc: rt-users@lists.bestpractical.com > Subject: R

Re: [rt-users] limit ticket list display on requestor login

, U can see all tickets in queue Q, even those he's not a > >> requestor for. > >> > >> So I'm still looking for a way to hide tickets for which a user in > >> the group G is not a requestor for from the dashboard, if that's at > >> all pos

Re: [rt-users] limit ticket list display on requestor login

Giuseppe, I will not give the Everyone group rights other than Create Ticket and ReplyToTicket (and this is only to get the email side of things working properly).I also would not give any rights to the Unprivileged group. For your purposes I would suggest you give the Requestor Role rights to

Re: [rt-users] Problem with aging tickets

Rithy: Create a script that run via cron , which looks for tickets in a particular status and if the last update was over 5 days , then get the scripts to resolve the ticket. Over here we added a new status 'completed', once we think the issue is fixed we ask the customer to confirm if they fee

Re: [rt-users] Migrating to RT from another ticket system

Bart: The offline tool will help you create the tickets as Ken suggested , however if you are looking to include any of your old tickets history (correspondence / updates), then I would recommend you look into using perl script and the rt api. Roy From: rt-users-boun...@lists.bestpractical.com

Re: [rt-users] Load Saved charts

[mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames > Sent: 17 May 2011 17:57 > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Load Saved charts > > Kevin: > > Thanks for the reply. > Can you tell me where I can find the rt bug

Re: [rt-users] Load Saved charts

> boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: 16 May 2011 18:43 > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Load Saved charts > > On Mon, May 16, 2011 at 04:18:21PM +, Raed El-Hames wrote: > > Rt-3.8.8 > > Mysql5 and ap

[rt-users] Load Saved charts

Hi: Rt-3.8.8 Mysql5 and apache2 with mod_perl2 Loading saved charts seems not to be working, Created a search, charted it , saved the chart , ran a second search , charted it, but when trying to load the first saved chart, all I get is the second chart refreshed?? I am not sure if the Saved

Re: [rt-users] Default Ticket Message Content when composing new ticket

Mike: You need to explain what you mean by a specific type of ticket?? If its only dependant on the queue, then there is a couple of ways to do this, If the same text for a selected number of queues , then in Create.html define $ARGS{Content} with the text you wish presented if ($QueueObj->Name)

Re: [rt-users] Watched queues

I gather each work group are admin cc on their queue, If this is the case then try AdminCc.id = '__CurrentUser__' Regards; Roy > -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Yan Seiner > Sent: 05 May

Re: [rt-users] Reuse RT System Saved Searches for all users

Lars: > we stored a saved search (Tickets) in "RT System's saved searches" with > the intention to make the search visible to all users. "RT System Saved Searches" are only available to SuperUsers, these are the searches you include as default in home page etc etc. I think for your purposes and

Re: [rt-users] Using RT to track outgoing requests

Nathan: There are different ways of dealing with the scenario you have. What I do in here in a set up very similar to yours, is create a ticket with the customer contact as a requestor, When 3rd party supplier needed I create a linked/child ticket in queue that does not send a standard auto-resp

Re: [rt-users] search by today

s you can created dates in the future, but I would think that unlikely. Just a theological thought, ;-). Kenn LBNL On Tue, Apr 5, 2011 at 8:28 AM, Raed El-Hames mailto:raed.el-ha...@daisygroupplc.com>> wrote: Garry: Try: Created < 'now' AND Created > '2 week ago' A

Re: [rt-users] search by today

Garry: Try: Created < 'now' AND Created > '2 week ago' AND Queue = 'FOO' Roy > -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Garry Booth > Sent: 05 April 2011 16:05 > To: RT Users > Subject: [rt-users

Re: [rt-users] recurring requests

Mark: Have a look at rt-crontool , I think it may help you. Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Roedel, Mark Sent: 31 March 2011 21:45 To: rt-us...@bestpractical.com Subject: [rt-users] recurring requests Obviously i

Re: [rt-users] Change Email Subject Line ??

Adrian: You can modify the templates associated with the emails you want to send (ie Correspondence template, Admin Comment templates etc) to include the Priority Eg: Subject: [Comment] [{$Ticket->QueueObj->Name}] [$Ticket->Subject] Priority [{$Ticket->Priority}] I would suggest you put the Pr

Re: [rt-users] Support Contract Client Check

Limit( ALIAS => $alias, FIELD => 'MemberId', OPERATOR => '=', VALUE => $MemberId, ); return undef unless $Groups->Count == 1 ; return $Groups->First->Nam

Re: [rt-users] Support Contract Client Check

Walid: I've done something similar but my approach was slightly different. My customers in most cases have more than one contact, so for every customer I created a group, and added their contacts as members of their group, the group name is the customer name, and I added a couple of group custo

Re: [rt-users] Applying CF to single tickets

Yes its possible, but the cf fields will be visible (with empty values) to all tickets in the queue where the cfs apply to. You should be able to auto populate the cf fields via a scrip, you can do that under any conditions you define (create/update/or change of any field that have a transactio

Re: [rt-users] Communication between RT and other ticketing systems

1- I have my RT talking to another RT bidirectional using REST 2- It also talks to a windows based ticketing system via web services (soap on my RT end and .net service at the destination) -- The soap interface is something I've done here and very customised to our needs 3- It also talks to anoth

Re: [rt-users] Possible to deny Resolve. Reject permissions?

Yan: One way of doing this is to put the hack in Elements/SelectStatus Something like : if ($session{'CurrentUser'}{'can_resolve_ticket_or_whatever_you_want_to_call_it'}) { @status = $queue->StatusArray(); } else { @status = RT->Config->Get('ActiveStatus') ; } The above will hide the non

Re: [rt-users] Promoting a user who was autocreated to "real user" status...

Search users for her email address .. Then edit the entry found for her details giving her the appropriate rights, privilege etc. You will be able to change the user name if you wish. Roy > -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@l

Re: [rt-users] Strange bug in Update.html -- maybe cookie related

ml -- maybe cookie related > > On Thu, Mar 3, 2011 at 1:27 AM, Kevin Falcone > wrote: > > On Wed, Mar 02, 2011 at 12:10:41PM +, Raed El-Hames wrote: > >> Hi: > >> > >> RT-3.8.7 > >> Mysql,Apache2, mod_perl v2.04; HTML::Mason v1.39; > >

Re: [rt-users] Weird results in search

Yan: I do get this when I have changed the organisation name (re branding etc), where every user that have saved his search options will get the old url in their searches and the new one. Have you had this system installed/set up under a difference url? Do the users who get this , have had searc

[rt-users] Strange bug in Update.html -- maybe cookie related

Hi: RT-3.8.7 Mysql,Apache2, mod_perl v2.04; HTML::Mason v1.39; When updating 2 tickets (tickets 1,2 as an example) at the same time, using 1 browser and 2 tabs: If I upload files A and B into ticket 1, and while waiting for the file upload to complete I decide to update ticket 2, the secon

Re: [rt-users] Modifying stuff with CLI, especially rights

Lars I might be wrong but I don’t think the cli cater for rights (groups or users), I find the clicky clicky web interface annoying in particular when adding few users or few groups etc etc .. and to avoid that I ‘ve written scripts using the rt api (so its database/rt conformed) …. My scripts a

Re: [rt-users] owner change - old owner

RT::User->new(RT::SystemUser); $user_obj->Load({$Transaction->OldValue) ; $user_email = $userObj->EmailAddress ; Etc etc Roy > -Original Message- > From: Björn Schulz [mailto:bjoern.sch...@desy.de] > Sent: 24 February 2011 15:33 > To: Raed El-Hames > Cc: rt-users

Re: [rt-users] owner change - old owner

> oldOwner ? I think you grab that from the TransactionObj->OldValue, and find the user object and its email address from there. Sorry I cannot remember the exact syntax, I am no where near my RT. Roy > -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users

Re: [rt-users] Creating a new Queue and Site

Alberto: Based on your questions and requirements below, I would suggest you set up a new RT instance altogether. Read a bit more about request tracker. You cannot have a url for each queue, you are able to assign an email address for it (if this is what you want), but the GUI/URL is the same f

Re: [rt-users] Only emailing certain people question

You can stop certain emails from receiving updates on particular tickets by using the "This message will be sent to" form available in the update page. Just tick the right boxes to remove them from the cc list. An alternative would be to remove the main group as watcher/cc on that queue and inst

Re: [rt-users] ModifyTicket/Steal/Take privileges

Jon: Another way to achieve what you want and eliminate having to set owner then revoke it via the script is by modifying /Elements/SelectOwner Just get it to return the owner name as a string if the $session{'CurrentUser'} is not a member of the IT Admin group. Else If CurrentUser IT Admin th

Re: [rt-users] Show RealName in Query Results?

Bryan: I think you can do that via a configuration variable in your rt3/etc/RT_Config.pm Have a look there. Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bryan Thoren Sent: 04 February 2011 10:37 To: rt-users@lists.b

Re: [rt-users] Load balancer and RT

ry Thelliez [mailto:thierry.thelliez.t...@gmail.com] > Sent: 03 February 2011 18:31 > To: Raed El-Hames > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] Load balancer and RT > > Roy, > > Thanks for your answer. Could you please tell me more about your > proxy settings?

Re: [rt-users] Load balancer and RT

Thierry: If you are storing the sessions data in the database you should n't have any problems. We 've been running our RT on 2 boxes behind LVS for the past few years without any major issues. The occasional keep alive hiccups which tend to be fixed pretty quickly without any major impact. R

Re: [rt-users] Email Queue Routing

Pierre: my $queues = new RT::Queues(RT::SystemUser); is fine but you need to limit Just add $queues->UnLimit; my $queues = new RT::Queues(RT::SystemUser); $queues->UnLimit; foreach my $queue ($queues->Next) { } By the way , a comment on your next bit, I am just curious why you build a hash , t

Re: [rt-users] Certain RT operations painfully slow.

Todd, Another approach is to dissect DeleteWatcher into its row sql and re-write your script to talk sql directly instead of going through the api ... (Its highly not recommended) but with 20 million rows its an option. The advantages you gain is not having to do as many selects. You may still g

Re: [rt-users] Communicate a message to web UI from inside Scrip?

Hi Jeff: Stupid question by where did you put your callback call?? I added % $m->callback(CallbackName => 'BeforeDisplay',TicketObj => \$TicketObj,Tickets => \$Tickets,Actions => \...@actions,ARGSRef => \%ARGS); Just above : % $m->callback(CallbackName => 'BeforeActionList', %ARGS, Actions =>

Re: [rt-users] Another Query question: justification of data

Hi Ken its me again: Have a look at share/html/Elements/ColumnMap # This is scary and should totally be refactored -- jesse my $COLUMN_MAP = { id => { attribute => 'id', title=> 'id', # loc align => 'right', value => sub { return $_[0]->id } },

Re: [rt-users] RT Query not allowing any Custom Field selection

having to use quotes around a CF name. Did I miss that or did you come by that info via trail & error? Now, again, I owe you MORE beer. ;-). Thanks. Kenn LBNL On Fri, Oct 15, 2010 at 9:44 AM, Raed El-Hames mailto:raed.el-ha...@vialtus.com>> wrote: Ken: Can't see much wrong , th

Re: [rt-users] RT Query not allowing any Custom Field selection

rrect. RT is being VERY STUBBORN about this. Any ideas? Kenn LBNL On Fri, Oct 15, 2010 at 2:25 AM, Raed El-Hames mailto:raed.el-ha...@vialtus.com>> wrote: Hi Ken: It usually throw you into the Advanced tab when the sql generated is not properly formatted into FromSQL .. Can you sha

Re: [rt-users] RT Query not allowing any Custom Field selection

Hi Ken: It usually throw you into the Advanced tab when the sql generated is not properly formatted into FromSQL .. Can you share what you get in the advanced Query ? it may also be a problem in the displayed fields listed in Format. Regards; Roy From: rt-users-boun...@lists.bestpractical.co

Re: [rt-users] memory leak after search

: Raed El-Hames; Odhiambo Washington Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] memory leak after search  You also said you have 5,000,000 users. Are you running a trouble ticket system for the nation of Switzerland, perhaps, and each living adult gets an account? I'm fil

Re: [rt-users] memory leak after search

12 October 2010 16:30 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Ha

Re: [rt-users] memory leak after search

lto:odhia...@gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames mailto:raed.el-ha...@vialtus.com>> wrote: Thanks for you replies .. Because of the heavy cu

Re: [rt-users] memory leak after search

] On Behalf Of Ruslan Zakirov Sent: 12 October 2010 14:50 To: Kenneth Marshall Cc: rt-users@lists.bestpractical.com; Raed El-Hames Subject: Re: [rt-users] memory leak after search Hi. Quiet right and that has been fixed in 3.8.8. Regards, Ruslan. From phone. 2010 10 12 17:05 пользователь "Ke

[rt-users] memory leak after search

Hi: RT-3.8.7 Apache2 Mysql perl5 (revision 5 version 8 subversion 8) mod_perl2 v2.04; DBIx::SearchBuilder v1.56; DBD::mysql v4.005; DBI v1.605; When a user run a search that returns > 5 tickets , the search runs fine and results back fairly quickly (< 10 seconds). However if a use

Re: [rt-users] Help with "Correspond" condition

$passed = 1; } } $cf_value = $content; # set the value for CF Description $cf_obj->LoadByName( Name => $cf_name ); $RT::Logger->debug( "Loaded \$cf_obj->Name = ". $cf_obj->Name() ."\n" ); $ticket->AddCustomFieldValue( Field=>$cf_obj,

Re: [rt-users] Help with "Correspond" condition

Ken: Can you post the code that you cut and pasted to get a better idea of the problem. Also something that I always fall into , is writing my action code in "Custom action cleanup code:" and forgetting about and leaving "Custom action preparation code:" completely empty, you will need return

Re: [rt-users] LastUpdated x days ago

Matthew; I 've used: LastUpdated = '15 days ago' And it always worked for me. Regards; Roy > -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Mathew Snyder > Sent: 11 October 2010 03:23 > To: RT Users >

Re: [rt-users] Concise Spreadsheet Extension

Have you tried: Created = 'today' You can build this in the search interface by selecting: Created on today Regards; Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 18 September 2010 00:34 To: rt-users@lists.bestpr

Re: [rt-users] Slow Ticket History 3.8.8

;> ----- > >>>>>> Justin Hayes > >>>>>> OpenBet Support Manager > >>>>>> justin.ha...@openbet.com > >>>>>> > >>>>>> On 6 Sep 2010, at 18:37, Rus

Re: [rt-users] Mandatory Subject - EMail

Peter, > > I have seen the RT-Extension-MandatorySubject plugin and this is great for > opening tickets via the web interface. However, my company opens at least > 90% of its tickets via email. Is there anything out that can enforce > mandatory subjects on tickets opened via email? > How wou

Re: [rt-users] Modify spreadsheet

2010 12:11 To: Raed El-Hames Cc: Sysadmin; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Modify spreadsheet Oups, it is "slightly" outdated since 4 Years?!? 2010/8/25 Raed El-Hames mailto:raed.el-ha...@vialtus.com>> Hi; Its probably easier to install the ConciseSpread

Re: [rt-users] Modify spreadsheet

Hi; Its probably easier to install the ConciseSpreadsheet extension: http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ It allows you to export your search results (whatever fields selected for the search display columns) into a spreadsheet Roy > -Original Message- > From:

Re: [rt-users] Script Codes

the creation-assignment template. It would leave the > owner change script free for a true owner change/escalation event Hope > that makes a little more sense. > > Thanks, > David > System Admin > RNS > > > > On 8/6/2010 3:47 AM, Raed El-Hames wrote: > > Hi

[rt-users] CF Validation

Hi; RT-3.8.7 Can some one give me a brief explanation of how custom field validation works through the code. I tracked back as far as lib/Record.pm :: _AddCustomFieldValue; However I am not sure how/where the following happens: unless ( $cf->ValidateValue( $args{'Value'} ) ) { return (

Re: [rt-users] Script Codes

Hi David; What version of RT are you using, if its 3.8.8 then you should be able to change the user name format from lib/RT/Config.pm With regard to owner script, I am not quite sure what do you mean by " does not allow me to use owner change as it was intended" What does n't not do ?? Roy >

Re: [rt-users] Information regarding use of CFs in RT

Hi Rahul; Ø Does creation of custom fields in RT will bring any performance issue. No ; Obviously if you add 100 cf to a ticket it will take a lot longer to display because it will need to look up these CF values Ø Do RT maintains a different table to stores these custom tables. Yes 4 of them

[rt-users] HTML IE issue: CF select one value where Cat are based on another CF

Hi; rt-3.8.8 apache2 Using Internet explorer 8 I have a custom field where the Categories are based on another , using Internet explorer when users are selecting the values for both fields and clicking on Save Changes the dropdown for the dependant CF is reverting to (no value), however the va

Re: [rt-users] Scrips and Recipients section not picking up TransactionBatch scrips - 3.8.8

Hi Justin; Ø I've noticed that the 'Scrips and Recipients' section of the Ticket update page doesn't pick up scrips that are TransactionBatch. Only TransactionCreate ones are shown. This is just pure guess on my part, but I think you don't see the list of recipients with TransactionBatch bec

Re: [rt-users] Rép. : Re: R??p. : Re : Query Builder froze

Horst; You can also see the sql generated from QueryBuilder by setting the DBIx log in your RT_SiteConfig: #DBIx-SearchBuilder 1.31_1 or higher; simply set C<$StatementLog> to be #the level that you wish SQL statements to be logged at. Set($StatementLog,'debug'); Restart apache/web server and th

Re: [rt-users] Filtering out unneeded info from ticket

Hi Chris; The value of the information you want to hide is only appreciated when you need it. But its possible to remove them from the ticket history by editing: Ticket/Elements/ShowHistory In the <%INIT> section change: } else { $Transactions = $Ticket->Transactions; } to } else { $Tra

Re: [rt-users] Upgrading from 3.8.4 to 3.8.8

Download the src from bestpractical, then read the README and UPGRADING docs Is there anything in particular you are concerned with?? If its a busy production system I always recommend having a development version , upgrade that one first , test then test again , if everything ok then upgrade t

Re: [rt-users] RT and Nagios

I really do not understand why you would need nagios for this? We have very much similar kpis which we monitor with a simple perl script utilising the RT api. Our script run every hour , update the tickets with a warning comment if the warning threshold is reached (Admin Ccs receive an email o

[rt-users] Can't call method "id" on unblessed reference at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 235

Hi; rt-3.8 modperl 2 apache 2 I had few reports from my rt users with the following error: Can't call method "id" on unblessed reference at /opt/rt3/bin/../lib/RT/Interface/Web.pm line 235 They get this when ever a session have expired , and the only cure is to kill the browser (all tabs) a

Re: [rt-users] Search results anomaly

Jeff; Does your CLI user have permissions on the queue that ticket 39 is in?? login to the web interface with the same cli user and see if you can view the ticket. Regards; Roy Jeff Blaine wrote: On 4/26/2010 11:50 AM, Kenneth Marshall wrote: Hi Jeff, There is nothing here that ind

Re: [rt-users] Remove requestor's e-mail only from 1 queue

Max: * * Edit Create.html change <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $ARGS{Requestors} || $session{CurrentUser}->EmailAddress &> to % if ($QueueObj->Name eq 'Quick Ticket') { <& /Elements/EmailInput, Name => 'Requestors', Size => '40', Default => $AR

Re: [rt-users] Scrip for replying to a resolved ticket, scrip results

Hi Evan; I think Gene answered 1; For 2 I have something similar, but what I do on failure is to submit a comment to the ticket with an explanation why the queue move have failed. As far as I know the text in the Results section @results is generated/built while processing the actions , and can

Re: [rt-users] Initiate Template via custom scrip action

Kristian; What happens if you move your action code to the condition and then make you rAction : Notify Requestors with the Template you need ; ie your condition will be something like: Custom Condition: my $Transaction = $self->TransactionObj; my $CreatorId = $Transaction->CreatorObj->Id;

Re: [rt-users] easy rights maintenance q

Ian; Depends what "this un that means" You can easily give the Super User right to the "Everyone" group :¬) -- I am sure you don't want to do that Rights can be simple it all depends on what you are planning to do. -- and for the same reason its difficult for some one to have a generic right

Re: [rt-users] TransactionBatch - AddCustomFieldValue

to do this? 2010/4/19 Raed El-Hames mailto:r...@vialtus.com>> Sergio Charpinel Jr. wrote: Thanks for your answers. Actually, I wanna change a custom field based in a change of another one. So, trying what Raed said, I wrote a Custom Condition to verify

Re: [rt-users] TransactionBatch - AddCustomFieldValue

Sergio Charpinel Jr. wrote: Thanks for your answers. Actually, I wanna change a custom field based in a change of another one. So, trying what Raed said, I wrote a Custom Condition to verify if it is a custom condition change. But I had the same problem.. When I update via Web interface, the

Re: [rt-users] WebRT 3.8.7 Slow Performance

? Torsten 2010/4/19 Raed El-Hames mailto:r...@vialtus.com>> Ronald; I don't think you stated what version of mysql you are using? If its less than version 5 then I would recommend upgrading , as far as I know more recent versions of mysql have better query optimiser

Re: [rt-users] WebRT 3.8.7 Slow Performance

Ronald; I don't think you stated what version of mysql you are using? If its less than version 5 then I would recommend upgrading , as far as I know more recent versions of mysql have better query optimisers. Once you are on version 5.x have a look at table partitioning, in our system the only

[rt-users] force use index when constructing the sql from Tickets_Overlay

Hi; rt-3.8.7 mysql 5.1 The following query : SELECT DISTINCT main.* FROM Tickets main CROSS JOIN Users Users_3 JOIN Groups Groups_1 ON ( Groups_1.Domain = 'RT::Ticket-Role' ) AND ( Groups_1.Type = 'Requestor' ) AND ( Groups_1.Instance = main.id ) LEFT JOIN CachedGroupMembers CachedGroupMembe

Re: [rt-users] find time span between dates

ould be great to start recording. Cheers, Gareth -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Friday, April 16, 2010 6:02 AM To: Steven Platt Cc: rt-users@lists.bestpractical.com Subjec

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