[rt-users] RT 4.2 query; RequestorGroup != 'admin'
Hello, I have an RT query created with the query builder that RequestorGroup. Status = '@owner' returns 163 tickets Status = '@owner' AND RequestorGroup = 'admin' returns 101 tickets This lists all issues where the Requestor is a member of the admin group. I would like to list all tickets where the Requestor is not a member of the admin group. I expected this query to work. Status = '@owner' AND RequestorGroup != 'admin' I also tried NOT LIKE 'admin' These give the error: There was an error parsing your search query: Invalid RequestorGroup Op: !=. Your RT admin can find more information in the error logs. This looks like a bug to me. regards Richard
[rt-users] Ticket Updates only for Comments/Correspondence
Hello, In order to identify activity we have a series of dashboards that use constraints like: updated last week; updated last month; Updated '-4 weeks' This is getting cluttered up with minor transactions like e.g. Reference by Ticket Member ticket XXX added Dependency by ticket added We would like to only list tickets where there has been a significant updat ie comment or corresponce in the time window. From a query point of view it would be useful to have Last updated option that only included Comments and/or Correspondence transactions. ie Last Comment Last Correspondence Comments or pointers appreciated. Regards Richard -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] Chart and Show Results not showing correct query
I meant to say that we are using RT 4.0.17. On Wed, 18 Dec 2013, Kevin Falcone wrote: Date: Wed, 18 Dec 2013 11:31:37 -0500 From: Kevin Falcone falc...@bestpractical.com Reply-To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Chart and Show Results not showing correct query On Tue, Dec 17, 2013 at 09:12:17PM +, Richard McMahon wrote: I have been using the Chart option in RT 3.8. When I click on Show Results a different query is shown e.g. the most recent other saved query. RT 3.8 is no longer receiving anything other than security bugfixes. You also don't specify which version of 3.8 you're running, but it's quite likely that some of your complaints have been addressed in the new charting in 4.2. If you can replicate these bugs on 4.2, please let us know. -kevin Also, it would be useful if the Total result in the table on the Chart executed the full query. See attached chart. Related to the above is the ability to edit the query than creates a chart. I get inconsistent results so it looks like the query linked to a saved Chart might be a clone of the query run when the Chart is saved. thanks Richard --- Prof Richard G. McMahon | Phone (office) 44-(0)-1223-337519 Kavli Institute for Cosmology |(secretary) 1223-337516 Institute of Astronomy|(switchboard) 1223-337548 University of Cambridge | Madingley Rd | FAX1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Kavli 22 | --- email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype: richardgmcmahon ---
[rt-users] Chart and Show Results not showing correct query
Hello, I have been using the Chart option in RT 3.8. When I click on Show Results a different query is shown e.g. the most recent other saved query. Also, it would be useful if the Total result in the table on the Chart executed the full query. See attached chart. Related to the above is the ability to edit the query than creates a chart. I get inconsistent results so it looks like the query linked to a saved Chart might be a clone of the query run when the Chart is saved. thanks Richard RT_ToldMonthly.png Description: Binary data
Re: [rt-users] RT 4.2 on rt.easter-eggs.org
Excellent, this nicely showcases some of the new charting features. done, I changed the urls so please got to http://rt.easter-eggs.org/demos/, you'll find 3.8, 4.0 and 4.2 --- Prof Richard G. McMahon | Phone (office) 44-(0)-1223-337519 Kavli Institute for Cosmology |(secretary) 1223-337516 Institute of Astronomy|(switchboard) 1223-337548 University of Cambridge | Madingley Rd | FAX1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Kavli 22 | --- email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype: richardgmcmahon ---
[rt-users] RT 4.2 on rt.easter-eggs.org
Hi, I am checking some charting feature issues in RT4.0.17 and before I report on them I would like to see if they are 'fixed' in RT 4.2. I use rt.easter-eggs.org to check features against our own implementation which is 4.0.17. The rt.easter-eggs.org is is very useful for testing. Is there any chance that rt.easter-eggs.org could updated to 4.2. I realise that this is not a Best Practical supported site. Thanks, Richard --- Prof Richard G. McMahon | Phone (office) 44-(0)-1223-337519 Kavli Institute for Cosmology |(secretary) 1223-337516 Institute of Astronomy|(switchboard) 1223-337548 University of Cambridge | Madingley Rd | FAX1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Kavli 22 | --- email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype: richardgmcmahon ---
Re: [rt-users] RT config files different instances
OK, I will aim to use compatible RT API libraries. I can host more than one version on the remote client if required. It would be useful to be able to determine the version of RT running on the client and server via the API. I can use REST to determine the version of the RT on the remote version: e.g. http:///REST/1.0 returns RT/3.8.HEAD 401 Credentials required Is there a way to access/report the RT version library verion from within Perl. In Python I would use something like: print 'matplotlib.__version__: ', matplotlib.__version__ thanks On Thu, 19 Jul 2012, Ruslan Zakirov wrote: Date: Thu, 19 Jul 2012 22:19:51 +0300 From: Ruslan Zakirov ruslan.zaki...@gmail.com To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT config files different instances Hi, Sorry for delay. Didn't know how to describe situation. 1) Don't use REST for anything except creating and replying to tickets. REST needs complete rewrite. 2) Anything that does reporting via higher level than perl API will suffer performance issues at some point. 3) You can write a perl program that talks to one set of RT libraries at a moment. 4) You can write a program that can work with 3.8 API and 4.0 API. 5) Never use RT libraries that don't match DB. On Mon, Jul 16, 2012 at 12:57 PM, Richard McMahon r...@ast.cam.ac.uk wrote: OK, my current two RT instances are 3.8(production) and 4.05 (Development). The 3.8 system will move to 4.06 soon. Use of REST is a possibility but would be mission creep at the moment. To avoid problems it would be useful to be able to get the RT version numbers programmatically for: (i) local RT API libraries (ii) remote host [this could use REST] if the local API does not support it. r. --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
Re: [rt-users] RT config files different instances
OK, my current two RT instances are 3.8(production) and
4.05 (Development). The 3.8 system will move to 4.06 soon.
Use of REST is a possibility but would be mission creep at
the moment.
To avoid problems it would be useful to be able to get the RT version
numbers programmatically for:
(i) local RT API libraries
(ii) remote host [this could use REST] if the local API does not
support it.
r.
On Sun, 15 Jul 2012, Ruslan Zakirov wrote:
Date: Sun, 15 Jul 2012 16:51:48 +0300
From: Ruslan Zakirov ruslan.zaki...@gmail.com
To: Richard McMahon r...@ast.cam.ac.uk
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT config files different instances
On Sun, Jul 15, 2012 at 1:14 AM, Richard McMahon r...@ast.cam.ac.uk wrote:
Yes, I am using the API for reporting.
Can the API report the version of the local RT API being used and the RT
version that is running on the remote host?
No.
Problem here is that you need RT source code to match DB. You can not
use one codebase to talk to different DBs that have different versions.
You don't talk about REST interface, right?
r.
On Sat, 14 Jul 2012, Ruslan Zakirov wrote:
Date: Sat, 14 Jul 2012 23:15:47 +0300
From: Ruslan Zakirov ruslan.zaki...@gmail.com
To: Richard McMahon r...@ast.cam.ac.uk
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT config files different instances
Even if you can make it work, there is no guaranty it will work acros
versions of RT. Do you use RT API for reporting?
Ruslan from phone.
14.07.2012 15:22 пользователь Richard McMahon r...@ast.cam.ac.uk
написал:
Hello,
I have a a few different RT instances and I am running reports
remotely, see exampe code below.
At the moment I have all the passwords in each report script but
I would like to move the DB info and passwords to configuration
files and specify the config files as command line options using
Getopt::Long.
I am considering using the perl module Config::Tiny to read
the configuration information. Are there any other suggestions?
e.g. should/can I uses RT's own configuration handler. If yes,
where is a good place to start? Thiscwould also mean less
extra Per modules needed. I will share the reporing scripts
when I have finished.
e.g this is what I do now:
RT::LoadConfig();
# set/change some Config values
if host=host1) {
RT-Config-Set( DatabaseType = 'mysql' );
RT-Config-Set( DatabaseHost = 'host1.ast.cam.ac.uk' );
RT-Config-Set( DatabaseName = 'rt3' );
RT-Config-Set( DatabaseUser = 'rgm');
RT-Config-Set( DatabasePassword = 'NotaPassword');
RT-Config-Set( LogDir = '/home/rgm/soft/rt/host1/log/' );
}
if (host=host2) { }
RT::Init();
r.
---
Dr. Richard G. McMahon| Phone (office)
44-(0)-1223-337519
University of Cambridge | (switchboard)
1223-337548
Institute of Astronomy| (secretary)
1223-337516
Madingley Rd | FAX
1223-337523
Cambridge, CB3 OHA, UK. | mobile
7885-409019
Office: Hoyle 18 | home
1223-359770
---
email: r...@ast.cam.ac.uk | WWW:
http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:
richardgmcmahon
---
---
Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy| (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile7885-409019
Office: Hoyle 18 | home 1223-359770
---
email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:richardgmcmahon
---
---
Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy| (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile7885-409019
Office: Hoyle 18 | home 1223-359770
---
email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype
Re: [rt-users] searching for tickets that haven't had a response yet?
I posted something on this last year and reported the issue in the RT Issue tracker: see: http://issues.bestpractical.com/Ticket/Display.html?id=18353 The problem is that unlike ALL other times, the default value for Told is a NULL rather than the UNIX zero of 1970. The TicketSQL Time functions 'ignore' the NULL so you TicketSQL will not return the Not Set values when you try Told 'time'. IMHO this is a bug in a very good system and hampers the use of the Told time to identify tickets with no response. Maybe a fix is planned. r. On Wed, 11 Jul 2012, Bill Cole wrote: Date: Wed, 11 Jul 2012 15:42:08 -0400 From: Bill Cole rtusers-20090...@billmail.scconsult.com Reply-To: RT Users (RT-Users@lists.bestpractical.com) rt-users@lists.bestpractical.com To: RT Users (RT-Users@lists.bestpractical.com) rt-users@lists.bestpractical.com Subject: Re: [rt-users] searching for tickets that haven't had a response yet? On 11 Jul 2012, at 10:27, Roedel, Mark wrote: What's the proper TicketSQL to return the list of tickets that don't yet have a Told date set? The answer to that may be version sensitive, since it appears to me that there is breakage in at least versions 3.8.7, 3.8.11, and 4.0.5. You will note that these are all not the most recent releases. You SHOULD be able to use: Told = '1970-01-01' or: Told = 'Not set' However, neither of those criteria works. I believe they *should* because they both work with 'Due' instead of 'Told' and those are the same data type. They are both manipulated by RT::Date and can logically be unset for a ticket. Unfortunately, there's also a clue to something wrong in that if you sort a list by Due the 'Not set' tickets are before any others, but if you sort a list by Told they sort as if Told is in the future, yet searching for Told after the current date also fails to find those tickets. --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
[rt-users] RT config files different instances
Hello,
I have a a few different RT instances and I am running reports
remotely, see exampe code below.
At the moment I have all the passwords in each report script but I would
like to move the DB info and passwords to configuration files and specify
the config files as command line options using Getopt::Long.
I am considering using the perl module Config::Tiny to read
the configuration information. Are there any other suggestions?
e.g. should/can I uses RT's own configuration handler. If yes,
where is a good place to start? Thiscwould also mean less
extra Per modules needed. I will share the reporing scripts
when I have finished.
e.g this is what I do now:
RT::LoadConfig();
# set/change some Config values
if host=host1) {
RT-Config-Set( DatabaseType = 'mysql' );
RT-Config-Set( DatabaseHost = 'host1.ast.cam.ac.uk' );
RT-Config-Set( DatabaseName = 'rt3' );
RT-Config-Set( DatabaseUser = 'rgm');
RT-Config-Set( DatabasePassword = 'NotaPassword');
RT-Config-Set( LogDir = '/home/rgm/soft/rt/host1/log/' );
}
if (host=host2) { }
RT::Init();
r.
---
Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy| (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile7885-409019
Office: Hoyle 18 | home 1223-359770
---
email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:richardgmcmahon
---
Re: [rt-users] RT config files different instances
Yes, I am using the API for reporting.
Can the API report the version of the local RT API being used and the RT
version that is running on the remote host?
r.
On Sat, 14 Jul 2012, Ruslan Zakirov wrote:
Date: Sat, 14 Jul 2012 23:15:47 +0300
From: Ruslan Zakirov ruslan.zaki...@gmail.com
To: Richard McMahon r...@ast.cam.ac.uk
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT config files different instances
Even if you can make it work, there is no guaranty it will work acros
versions of RT. Do you use RT API for reporting?
Ruslan from phone.
14.07.2012 15:22 пользователь Richard McMahon r...@ast.cam.ac.uk написал:
Hello,
I have a a few different RT instances and I am running reports
remotely, see exampe code below.
At the moment I have all the passwords in each report script but
I would like to move the DB info and passwords to configuration
files and specify the config files as command line options using
Getopt::Long.
I am considering using the perl module Config::Tiny to read
the configuration information. Are there any other suggestions?
e.g. should/can I uses RT's own configuration handler. If yes,
where is a good place to start? Thiscwould also mean less
extra Per modules needed. I will share the reporing scripts
when I have finished.
e.g this is what I do now:
RT::LoadConfig();
# set/change some Config values
if host=host1) {
RT-Config-Set( DatabaseType = 'mysql' );
RT-Config-Set( DatabaseHost = 'host1.ast.cam.ac.uk' );
RT-Config-Set( DatabaseName = 'rt3' );
RT-Config-Set( DatabaseUser = 'rgm');
RT-Config-Set( DatabasePassword = 'NotaPassword');
RT-Config-Set( LogDir = '/home/rgm/soft/rt/host1/log/' );
}
if (host=host2) { }
RT::Init();
r.
---
Dr. Richard G. McMahon | Phone (office)
44-(0)-1223-337519
University of Cambridge | (switchboard)
1223-337548
Institute of Astronomy | (secretary)
1223-337516
Madingley Rd | FAX
1223-337523
Cambridge, CB3 OHA, UK. | mobile
7885-409019
Office: Hoyle 18 | home
1223-359770
---
email: r...@ast.cam.ac.uk | WWW:
http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:
richardgmcmahon
---
---
Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy| (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile7885-409019
Office: Hoyle 18 | home 1223-359770
---
email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:richardgmcmahon
---
Re: [rt-users] Perl API: list of available queues, owners, status
Ok, I am nearly there. Yes, I have looked the perldoc but got a little
lost. It is very comprehensive but Perl is my third language :).
I am nearly there. I need the list of possible ticket owners. This is the
list of people in the admin group, maybe.
My previous report scripts used raw sql but I want to rewrite the reports
using as much of the RT API code bases as possible.
Below I summarise the input on getting the valid status values; note
we have some extra ones and the queuses
my $lifecycle = RT::Lifecycle-Load('default');
my @statuses = $lifecycle-Valid;
for my $status (@statuses) {
print $status, \n;
}
my $queues = RT::Queues-new( RT-SystemUser );
$queues-UnLimit;
while ( my $queue = $queues-Next ) {
print $queue-Name, \n;
}
So, is there something simialar that list the members who
can own a ticket?
thanks
On Fri, 13 Jul 2012, Tim Cutts wrote:
Date: Fri, 13 Jul 2012 10:01:33 +0100
From: Tim Cutts t...@sanger.ac.uk
To: Richard McMahon r...@ast.cam.ac.uk
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Perl API: list of available queues, owners, status
On 13 Jul 2012, at 01:01, Richard McMahon wrote:
OK, that gets me the queue list.
Is there an API way to get the full list of valid status values
That's part of the configuration; it's not an API as such. That information is
all configurable by you in the %Lifecycle configuration (look in RT_Config.pm).
See the documentation for the RT::Lifecycle module:
my $lifecycle = RT::Lifecycle-Load('default');
my @statuses = $lifecycle-Valid;
probably gets you what you want. Most of the perl classes that the
BestPractical guys expect us to use in scripts have reasonable pod
documentation, although often you have to remember to also consult the
superclass documentation as well, since sometimes the documentation is at that
level, in things like RT::Record and RT::SearchBuilder.
and also
the list of names of ticket owners.
Well, you can always construct that from any list of tickets that you've
previously obtained. The method is similar to the one mentioned before for
iterating over queues; instead, you iterate over the tickets and fetch the name
of the owner from each one. Note that this is likely to be quite slow if there
are a lot of tickets.
You could, of course query the database directly, with something like:
select distinct(u.Name) from Users u, Tickets t where t.Owner = u.id;
but querying the database directly is not generally considered a smart thing to
do, although I doubt this part of the schema is going to change any time soon.
I have looked that the code
that Ruslan mentions but I am able see how to get at the owner
list and list of valid status values.
I find that most of the RT code base itself is usually fairly clear (with the
exceptions of some of the hairier web interface corners), and when I want to
find out how to do something in the RT API I just search the main RT code for
places where the same thing is being done, and copy it!
Regards,
Tim
---
Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy| (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile7885-409019
Office: Hoyle 18 | home 1223-359770
---
email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:richardgmcmahon
---
Re: [rt-users] Perl API: list of available queues, owners, status
OK, I have looked at:
the SelectOwnerDrop template and came up with this which does
what I want to get the list of valid owners:
my $Users = RT::Users-new( RT-SystemUser );
$Users-WhoHaveRight(
Right = 'OwnTicket',
);
while ( my $Users = $Users-Next ) {
print $Users-Name, \n;
}
Thanks for the pointer
On Thu, 12 Jul 2012, Kevin Falcone wrote:
Date: Thu, 12 Jul 2012 21:36:55 -0400
From: Kevin Falcone falc...@bestpractical.com
Reply-To: rt-users@lists.bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Perl API: list of available queues, owners, status
On Fri, Jul 13, 2012 at 01:01:05AM +0100, Richard McMahon wrote:
Is there an API way to get the full list of valid status values and also
Have you tried running perldoc /opt/rt4/lib/RT/Queue.pm
and searching for Status?
the list of names of ticket owners. I have looked that the code
Look at what the SelectOwner template does to get an owner list.
-kevin
that Ruslan mentions but I am able see how to get at the owner
list and list of valid status values.
thanks
I know how to this sort of thing with RAW SQL but prefer to try to
use the API.
I have looked at QueueSummaryByStatus in RT4 but
thanks
On Thu, 12 Jul 2012, Kevin Falcone wrote:
Date: Thu, 12 Jul 2012 15:00:00 -0400
From: Kevin Falcone falc...@bestpractical.com
Reply-To: rt-users@lists.bestpractical.com
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Perl API: list of available queues, owners, status
On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote:
I am doing some ASCII perl reports and one of the options is to supply
the queue name. I want to be able to get a list of the queues that
are available as an input check.
In that case, it's probably easier to -Load the queue by name and see
if it exists, rather than list 20 queues and name compare each.
-kevin
On Thu, 12 Jul 2012, Ruslan Zakirov wrote:
Date: Thu, 12 Jul 2012 21:30:15 +0300
From: Ruslan Zakirov r...@bestpractical.com
To: Richard McMahon r...@ast.cam.ac.uk
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Perl API: list of available queues, owners,
status
On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk
wrote:
Hello,
Is there a way/example of how to get a list of queues, owners, status
using
the Perl API?
I want to cycle through making a list counts for each owner
and queue by status.
You want count tickets groupped by queue, owner and status, right? You
really don't want to iterate over anything. It will be very slow.
Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and
how RT::Extension::SummaryByUser (on CPAN) does similar task. You just
need to combine two tables into one big table.
---
Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy| (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile7885-409019
Office: Hoyle 18 | home 1223-359770
---
email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:richardgmcmahon
---
---
Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519
University of Cambridge | (switchboard) 1223-337548
Institute of Astronomy| (secretary) 1223-337516
Madingley Rd | FAX 1223-337523
Cambridge, CB3 OHA, UK. | mobile7885-409019
Office: Hoyle 18 | home 1223-359770
---
email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm
richardgmcma...@gmail.com | skype:richardgmcmahon
---
[rt-users] Perl API: list of available queues, owners, status
Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. Thanks Richard --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
Re: [rt-users] Perl API: list of available queues, owners, status
Hi, I am doing some ASCII perl reports and one of the options is to supply the queue name. I want to be able to get a list of the queues that are available as an input check. r. On Thu, 12 Jul 2012, Ruslan Zakirov wrote: Date: Thu, 12 Jul 2012 21:30:15 +0300 From: Ruslan Zakirov r...@bestpractical.com To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. You want count tickets groupped by queue, owner and status, right? You really don't want to iterate over anything. It will be very slow. Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and how RT::Extension::SummaryByUser (on CPAN) does similar task. You just need to combine two tables into one big table. Thanks Richard --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
Re: [rt-users] Perl API: list of available queues, owners, status
OK, that gets me the queue list. Is there an API way to get the full list of valid status values and also the list of names of ticket owners. I have looked that the code that Ruslan mentions but I am able see how to get at the owner list and list of valid status values. thanks I know how to this sort of thing with RAW SQL but prefer to try to use the API. I have looked at QueueSummaryByStatus in RT4 but thanks On Thu, 12 Jul 2012, Kevin Falcone wrote: Date: Thu, 12 Jul 2012 15:00:00 -0400 From: Kevin Falcone falc...@bestpractical.com Reply-To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 07:43:16PM +0100, Richard McMahon wrote: I am doing some ASCII perl reports and one of the options is to supply the queue name. I want to be able to get a list of the queues that are available as an input check. In that case, it's probably easier to -Load the queue by name and see if it exists, rather than list 20 queues and name compare each. -kevin On Thu, 12 Jul 2012, Ruslan Zakirov wrote: Date: Thu, 12 Jul 2012 21:30:15 +0300 From: Ruslan Zakirov r...@bestpractical.com To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Perl API: list of available queues, owners, status On Thu, Jul 12, 2012 at 7:58 PM, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, Is there a way/example of how to get a list of queues, owners, status using the Perl API? I want to cycle through making a list counts for each owner and queue by status. You want count tickets groupped by queue, owner and status, right? You really don't want to iterate over anything. It will be very slow. Instead take a look at how QueueSummaryBy* files do it in RT 4.0 and how RT::Extension::SummaryByUser (on CPAN) does similar task. You just need to combine two tables into one big table. --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
Re: [rt-users] chart by told time
Hi, The Easter Egg Demo sites do not seem to have it. http://rt.easter-eggs.org/demos/ The footer on the Dashboard for both 4.0 and 4.2 Testing release (4.2 trunk): 4.0.0rc4-22-g4e177bb Stable release (4.0 trunk): 4.0.0rc4-22-g4e177bb r. On Mon, 16 Apr 2012, Ruslan Zakirov wrote: Date: Mon, 16 Apr 2012 19:53:05 +0400 From: Ruslan Zakirov r...@bestpractical.com To: Christopher Lasater clasa...@taleo.com Cc: r...@ast.cam.ac.uk r...@ast.cam.ac.uk, rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] chart by told time On Mon, Apr 16, 2012 at 19:37, Christopher Lasater clasa...@taleo.com wrote: Will this be added to a future version of RT, like 4.0.6? Repo says it's in RT 4.0.5 - Original Message - From: Ruslan Zakirov [mailto:r...@bestpractical.com] Sent: Monday, April 16, 2012 10:28 AM To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] chart by told time On Sun, Apr 15, 2012 at 22:27, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, RT has a time called 'told' or Last Contact time that records the last time a requestor is contacted. I would like to be able to create charts based on this time similar to the charts for the other times. The ability to chart by told/last contact time does not seem to be included in the default set of charts. I have checked on the RT4.0 Demo site. (i) Has anyone coded up this option and could share it? (ii) How would one add the option to an existing installation? (iii) Could it be added to a future RT release? It's really very easy to add and master branch has it. You need one word change 3d2b69c3dc80abbad4278cb171639cd87c82ea6c from RT repository. We just missed it when added other date fields. Thanks Richard --- Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy | (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype: richardgmcmahon --- -- Best regards, Ruslan. -- --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
Re: [rt-users] chart by told time
Thanks, Charts by Told Time are available. r. On Mon, 16 Apr 2012, Emmanuel Lacour wrote: Date: Mon, 16 Apr 2012 18:48:09 +0200 From: Emmanuel Lacour elac...@easter-eggs.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] chart by told time On 16/04/2012 18:32, Emmanuel Lacour wrote: On 16/04/2012 18:11, Richard McMahon wrote: Hi, The Easter Egg Demo sites do not seem to have it. http://rt.easter-eggs.org/demos/ yes, this is pretty outdated :( I'm going to update this soon ... lack of times those days/weeks/months :( 4.0 demo is now at current git 4.0-trunk. -- --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
[rt-users] chart by told time
Hello, RT has a time called 'told' or Last Contact time that records the last time a requestor is contacted. I would like to be able to create charts based on this time similar to the charts for the other times. The ability to chart by told/last contact time does not seem to be included in the default set of charts. I have checked on the RT4.0 Demo site. (i) Has anyone coded up this option and could share it? (ii) How would one add the option to an existing installation? (iii) Could it be added to a future RT release? Thanks Richard --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon ---
[rt-users] RT boilerplate error: Log file '/local/rt3/var/log/rt.log' couldn't be written or created
I am trying to run some RT queries using the RT boilerplate from the O' Reilly All About RT presentation page 188 by Jesse Vincent as a normal user on a existing RT installation. #!/usr/bin/perl -w use strict; use lib qw(/opt/rt3/local/lib /opt/rt3/lib); use RT; # Load the config file RT::LoadConfig(); # Connect to the database and get RT::SystemUser # loaded RT::Init(); This produces the error. Log file '/local/rt3/var/log/rt.log' couldn't be written or created. RT can't run. at /local/rt3/lib/RT.pm line 318. Is there a way to change the location of the of rt.log from within a perl script. I do not have root priveledges and only want read access for queries using the API. Thanks Richard --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon --- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT boilerplate error: Log file '/local/rt3/var/log/rt.log' couldn't be written or created
This produces the error. Log file '/local/rt3/var/log/rt.log' couldn't be written or created. RT can't run. at /local/rt3/lib/RT.pm line 318. Is there a way to change the location of the of rt.log from within a perl script. I do not have root priveledges and only want read access for queries using the API. I do not know if this helps, but in RT_SiteConfig.pm you could set, for instance, Set($LogDir,'/tmp/'); Set($LogToFileNamed, 'rt.log'); or wherever it needs to go. About /local/rt3/var/log/rt.log, I wonder who owns /local/rt3/var/log. thanks on our system: /local/rt3/var/log/rt.log is owned by apache /local/rt3/etc/RT_Config.pm and /local/rt3/etc/RT_SiteConfig.pm are owned by root r. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Doing response-time analytics
Started: Tue, Aug 16, 2011 3:02:18 PM Hi, It looks to me that Started is updated when the ticket is taken or any transaction to the ticket. e.g. queue change This time is not the time for first response with a requestor Is there a recommended way to record the 'first contact/response' time without analyzing the transactions? r. On Wed, 28 Sep 2011, Francisco Jen Ou wrote: Date: Wed, 28 Sep 2011 16:45:10 -0300 From: Francisco Jen Ou fje...@intercomti.com.br To: Jason Ketola jket...@maxmind.com Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Doing response-time analytics Hi, If you have access to RT server console, you can run this command: /opt/rt4/bin/rt show -l ticket/ticket_number which will give you detailed data and these 2 interesting fields: ... Created: Tue, Aug 16, 2011 3:00:37 PM ... Started: Tue, Aug 16, 2011 3:02:18 PM Em 28-09-2011 16:19, Jason Ketola escreveu: Hi, I'm trying to figure out how to do analytics on response times to messages. That is, I want to be able to graph, for instance, how long it's taking on average for messages hitting our queue to get a response (I'm not looking for time to resolution). From what reading I've done, it seems like I'll need to create a custom field to do this, right? Or is there somewhere else I should look? Thank you! Jason RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon --- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] search for tickets with Date or Told Not set
As suggested by Kevin I created an Issue in the RT issue system. Following some dialogue within the issue system with Ruslan Zakirov the following is a summary of the situation and my proposed solution which might be of interest to others. I would welcome comments and advice. It looks like the Told time incorrectly IMHO has a default value of Null whereas the other times have a default time of 1970-01-01 00:00:00 which is Unix/Posix time = 0. This effects RT4 as well since the 'bug' effects queries in RT on the Demo site. There might be good reasons for the above feature. I see two possible solutions: (i) NULL support for Times in TicketSQL [mentioned by by Kevin Falcone] This requires someone to do it and is not a breaking change. (ii) Change the default value for Told time to be the same as the other times. This might break existing scripts but is a short term fix. It also makes all times the same. I welcome opinions on this proposal below e.g. is it likely to break other extensions e.g. SLA Updating existing tickets UPDATE tickets SET Told='1970-01-01 00:00:00' WHERE told is null; This 'fixes' existing tickets. This then changes the default in the Table: ALTER TABLE Tickets COLUMN Told SET DEFAULT='1970-01-01 00:00:00' Thanks Richard On Fri, 9 Sep 2011, Kevin Falcone wrote: Date: Fri, 9 Sep 2011 11:21:34 -0400 From: Kevin Falcone falc...@bestpractical.com Reply-To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] search for tickets with Date or Told Not set On Fri, Sep 09, 2011 at 03:34:28PM +0100, Richard McMahon wrote: Hello, I would like to search for tickets with Last Contact: Not set. i.e Told = 'Not set' or Told IS NULL in the query builder. Neither of the above return any tickets. This is an issues in RT 3.8 and I can reproduce the issues with the demo sites that run 4.0 and 4.2. The issue is part of specific query which is intended to check for tickets which have not had requestor contact for a week. i.e. Told '-7 days' The above does not return the ticket where there has been no contact with the requestor by the owner since Last Contact: Not set I have searched this list, wiki and google without success. As I believe I mentioned on #rt when you asked this question, the TicketSQL parser only accepts a few operators on Date fields. die Invalid Date Op: $op unless $op =~ /^(=|||=|=)$/; If you read your logs, you should be seeing: [Fri Sep 9 15:19:08 2011] [error]: Invalid Date Op: IS You can file a feature request in the bug tracker: http://bestpractical.com/rt/issues.html -kevin --- Dr. Richard G. McMahon| Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy| (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW:http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype:richardgmcmahon --- RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] search for tickets with Date or Told Not set
Hello, I would like to search for tickets with Last Contact: Not set. i.e Told = 'Not set' or Told IS NULL in the query builder. Neither of the above return any tickets. This is an issues in RT 3.8 and I can reproduce the issues with the demo sites that run 4.0 and 4.2. The issue is part of specific query which is intended to check for tickets which have not had requestor contact for a week. i.e. Told '-7 days' The above does not return the ticket where there has been no contact with the requestor by the owner since Last Contact: Not set I have searched this list, wiki and google without success. Thanks Richard RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
