RE: [rt-users] Custom Search Possibilities
Have you tried the below? LastUpdated > '-2 days' Keith -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Thursday, December 27, 2007 4:20 PM To: [EMAIL PROTECTED] Subject: [rt-users] Custom Search Possibilities A colleague asked me if it is possible to create a search for tickets last updated within the past 48 hours. He can search for 'yesterday' as well as 'today'. Is it possible to create a search that can do '48 hours ago'? -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 feature question on rights inheritance
I will give it a test drive after I get my mirrored instance up an running. Thanks for the suggestion. Keith -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, November 20, 2007 11:18 AM To: Schincke, Keith D. (JSC-IT)[MEI] Cc: Jesse Vincent; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT feature question on rights inheritance On Tue, Nov 20, 2007 at 10:57:38AM -0600, Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Jesse, > > My current configuration has about two dozen queues defined. All but > one of the queues essentially have the same rights granted (all admins > can see, create and update tickets). However, one queue is > visible/usable by a small group of users and hidden/unusable to the rest. Generally, what we'd recommend is to grant these rights to CC/AdminCc and then to make your admin groups AdminCcs of the relevant queues. I _think_ that would take care of this config for you relatively neatly. Best, Jesse > > If I have to make an update to the settings of the general queues > (like add ShowOutgoingEmail), I have to go into each queue separately > to grant the right. I am not able to use the global rights since that > will apply the new rights to the hidden queue. > > If there was a queue configuration option to not inherent the global > rights, I could use it on my special queue and manage the rest from > the global rights. > > Let me know if you have any questions. > > Keith > > -Original Message- > From: Jesse Vincent [mailto:[EMAIL PROTECTED] > Sent: Tuesday, November 20, 2007 10:32 AM > To: Schincke, Keith D. (JSC-IT)[MEI] > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] RT feature question on rights inheritance > > > > > On Mon, Nov 19, 2007 at 11:35:33AM -0600, Schincke, Keith D. > (JSC-IT)[MEI] wrote: > > I am currently using RT 3.6.1 from debian stable. > > > > Is it possible in this version or a future version for a queue not > > to inherit the global queue rights? > > It's not currently planned. Can you describe in a bit more detail what > you're trying to accomplish? There might be another way to get you the > behaviour you want. > > Best, > Jesse > > > Keith > > > > > > > ___ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > > > If you sign up for a new RT support contract before December 31, > > we'll > > > take up to 20 percent off the price. This sale won't last long, so > > get > in touch today. > > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > > > > 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 feature question on rights inheritance
Hey Jesse, My current configuration has about two dozen queues defined. All but one of the queues essentially have the same rights granted (all admins can see, create and update tickets). However, one queue is visible/usable by a small group of users and hidden/unusable to the rest. If I have to make an update to the settings of the general queues (like add ShowOutgoingEmail), I have to go into each queue separately to grant the right. I am not able to use the global rights since that will apply the new rights to the hidden queue. If there was a queue configuration option to not inherent the global rights, I could use it on my special queue and manage the rest from the global rights. Let me know if you have any questions. Keith -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, November 20, 2007 10:32 AM To: Schincke, Keith D. (JSC-IT)[MEI] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT feature question on rights inheritance On Mon, Nov 19, 2007 at 11:35:33AM -0600, Schincke, Keith D. (JSC-IT)[MEI] wrote: > I am currently using RT 3.6.1 from debian stable. > > Is it possible in this version or a future version for a queue not to > inherit the global queue rights? It's not currently planned. Can you describe in a bit more detail what you're trying to accomplish? There might be another way to get you the behaviour you want. Best, Jesse > Keith > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll > take up to 20 percent off the price. This sale won't last long, so get in touch today. > Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 feature question on rights inheritance
I am currently using RT 3.6.1 from debian stable. Is it possible in this version or a future version for a queue not to inherit the global queue rights? Keith ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Problem on wiki.bestpractical.com
I cannot read it but it looks like a user (guguoqing) is adding translations to the pages. Keith -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Emmanuel Lacour Sent: Monday, November 19, 2007 10:43 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem on wiki.bestpractical.com FYI: there is some Asian/japanese chars on the front page (spam ?) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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 SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
Solved: RE: [rt-users] Problem accessing RT located behind an apache proxy
Hi Andrew, That option sounds like it should not be it as it works on the incoming headers but it does work. I will work on adding this to the wiki. I do not think the Redhat/CentOS 5 server required this. The RedHat/Centos 4 server did though. Thanks for the help! Keith -Original Message- From: Andrew Smith [mailto:[EMAIL PROTECTED] Sent: Tue 10/30/2007 12:42 AM To: Schincke, Keith D. (JSC-IT)[MEI] Cc: Kris Boutilier; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem accessing RT located behind an apache proxy Hi Keith, Just a stab in the dark, have you tried ProxyPreserveHost On? I know it rewrites the Host: value in the header, not sure if that would help RT. Regards Andrew Schincke, Keith D. (JSC-IT)[MEI] wrote: > > Hey Kris, > > All of the html, images and javascript is loading correcting > > I used firebug to peak at the HTTP headers. It looks like the > "Location:" field is set to direct the browser to load the > Display.html file to display the updated ticket. > > The ProxyPass and ProxyPassReverse options should be changing the > response headers. > > Below is the relevant parts of my apache config file. > > Any help will be greatfully appricated. > > Keith > > RewriteEngine on > RewriteLog /var/log/httpd/rewrite.log > RewriteLogLevel 0 > RewriteRule ^/$ https://rt.example.com/rt/ [R,L] > RewriteRule ^/rt$ https://10.0.0.1/rt/ [P,L] > RewriteRule ^/rt/(.*)$ https://10.0.0.1/rt/$1 [P,L] > > ProxyRequests off > SSLProxyEngine on > > ProxyPass https://10.0.0.1/ > ProxyPassReverse https://10.0.0.1/ > > > > > -Original Message----- > From: Kris Boutilier [mailto:[EMAIL PROTECTED] > Sent: Mon 10/29/2007 11:38 AM > To: Schincke, Keith D. (JSC-IT)[MEI] > Cc: rt-users@lists.bestpractical.com > Subject: RE: [rt-users] Problem accessing RT located behind an apache > proxy > > Most likely you'll need to use something like mod_proxy_html to > manipulate occurances of the private address within the body of the > http stream. You could confirm this by using Wireshark to look at the > contents of the http replies on both sides of the Apache server and > see exactly where the offending addresses are being embedded. > > mod_proxy_html is a perfect tool for doing in-line rewrites of > javascript, css and other complexities generated by proxied web apps. > See http://apache.webthing.com/mod_proxy_html/ > > Kris Boutilier > Information Services Coordinator > Sunshine Coast Regional District > > > > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of > Schincke, Keith D. (JSC-IT)[MEI] > Sent: Sunday, October 28, 2007 8:33 AM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] Problem accessing RT located behind an > apache proxy > > > > > Hey Guys, > > I am having issues accessing parts of my RT installation while > it is located behind an apache proxy. > > My configuration is: > RT is installed on a server on a private network. > Apache is installed on a server on the public network that > will proxy with mod_rewrite access to the RT server. > > This configuration works great for most parts of the RT > system. Tickets can be looked at. Users can be added. > The problem occurs when a ticket or user is updated. > > When a ticket is updated, Update.html is called, the ticket is > update and the browser is redirected to Display.html. > > The redirect is what is causing my problems. The application > is tries to send the browser to the private IP address to load > Display.html. > > Here is my configuration: > Front end apache server: > Centos 4.5 > httpd 2.0.52 > > Here are the rewrite rules: > >RewriteEngine on >RewriteLog /var/log/httpd/rewrite.log >RewriteLogLevel 2 >RewriteRule ^/$ http://10.0.0.1/rt [P,L] >RewriteRule ^/(.*)$ http://10.0.0.1/$1 [P,L] >ProxyPass / http://rt.example.com/ >ProxyPassReverse / http://rt.example.com/ > > > > Backend server: > Debian etch > Aapche 2 > RT 3.6 > > My $WebBaseURL is http://rt.example.com > > Any suggestions on what may be causing the rewrite to not work > correctly? > > Thanks for any help, > > Keith > > > -
RE: [rt-users] Problem accessing RT located behind an apache proxy
Hey Kris, All of the html, images and javascript is loading correcting I used firebug to peak at the HTTP headers. It looks like the "Location:" field is set to direct the browser to load the Display.html file to display the updated ticket. The ProxyPass and ProxyPassReverse options should be changing the response headers. Below is the relevant parts of my apache config file. Any help will be greatfully appricated. Keith RewriteEngine on RewriteLog /var/log/httpd/rewrite.log RewriteLogLevel 0 RewriteRule ^/$ https://rt.example.com/rt/ [R,L] RewriteRule ^/rt$ https://10.0.0.1/rt/ [P,L] RewriteRule ^/rt/(.*)$ https://10.0.0.1/rt/$1 [P,L] ProxyRequests off SSLProxyEngine on ProxyPass https://10.0.0.1/ ProxyPassReverse https://10.0.0.1/ -Original Message- From: Kris Boutilier [mailto:[EMAIL PROTECTED] Sent: Mon 10/29/2007 11:38 AM To: Schincke, Keith D. (JSC-IT)[MEI] Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Problem accessing RT located behind an apache proxy Most likely you'll need to use something like mod_proxy_html to manipulate occurances of the private address within the body of the http stream. You could confirm this by using Wireshark to look at the contents of the http replies on both sides of the Apache server and see exactly where the offending addresses are being embedded. mod_proxy_html is a perfect tool for doing in-line rewrites of javascript, css and other complexities generated by proxied web apps. See http://apache.webthing.com/mod_proxy_html/ Kris Boutilier Information Services Coordinator Sunshine Coast Regional District From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Schincke, Keith D. (JSC-IT)[MEI] Sent: Sunday, October 28, 2007 8:33 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem accessing RT located behind an apache proxy Hey Guys, I am having issues accessing parts of my RT installation while it is located behind an apache proxy. My configuration is: RT is installed on a server on a private network. Apache is installed on a server on the public network that will proxy with mod_rewrite access to the RT server. This configuration works great for most parts of the RT system. Tickets can be looked at. Users can be added. The problem occurs when a ticket or user is updated. When a ticket is updated, Update.html is called, the ticket is update and the browser is redirected to Display.html. The redirect is what is causing my problems. The application is tries to send the browser to the private IP address to load Display.html. Here is my configuration: Front end apache server: Centos 4.5 httpd 2.0.52 Here are the rewrite rules: RewriteEngine on RewriteLog /var/log/httpd/rewrite.log RewriteLogLevel 2 RewriteRule ^/$ http://10.0.0.1/rt [P,L] RewriteRule ^/(.*)$ http://10.0.0.1/$1 [P,L] ProxyPass / http://rt.example.com/ ProxyPassReverse / http://rt.example.com/ Backend server: Debian etch Aapche 2 RT 3.6 My $WebBaseURL is http://rt.example.com Any suggestions on what may be causing the rewrite to not work correctly? Thanks for any help, Keith ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem accessing RT located behind an apache proxy
Hey Guys, I am having issues accessing parts of my RT installation while it is located behind an apache proxy. My configuration is: RT is installed on a server on a private network. Apache is installed on a server on the public network that will proxy with mod_rewrite access to the RT server. This configuration works great for most parts of the RT system. Tickets can be looked at. Users can be added. The problem occurs when a ticket or user is updated. When a ticket is updated, Update.html is called, the ticket is update and the browser is redirected to Display.html. The redirect is what is causing my problems. The application is tries to send the browser to the private IP address to load Display.html. Here is my configuration: Front end apache server: Centos 4.5 httpd 2.0.52 Here are the rewrite rules: RewriteEngine on RewriteLog /var/log/httpd/rewrite.log RewriteLogLevel 2 RewriteRule ^/$ http://10.0.0.1/rt [P,L] RewriteRule ^/(.*)$ http://10.0.0.1/$1 [P,L] ProxyPass / http://rt.example.com/ ProxyPassReverse / http://rt.example.com/ Backend server: Debian etch Aapche 2 RT 3.6 My $WebBaseURL is http://rt.example.com Any suggestions on what may be causing the rewrite to not work correctly? Thanks for any help, Keith ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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] Triggering scrips on add/delete Ccs
Did you copy in the space in the "- >"? There should be no white space
there in your Perl code. It should look like "->".
Just an attempt at an easy answer.
Keith
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Tim
Wilson
Sent: Thursday, October 18, 2007 4:37 PM
To: Gene LeDuc
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Triggering scrips on add/delete Ccs
>>> On Thu, Oct 18, 2007 at 4:25 PM, in message
<[EMAIL PROTECTED]>, Gene LeDuc
<[EMAIL PROTECTED]> wrote:
> Try
>return $self- >TransactionObj- >Type eq "AddWatcher" &&
> $self- >TransactionObj- >Field eq "Cc";
I thought that would work, but I got this error in the log:
Oct 18 16:31:28 support RT: Scrip 39 IsApplicable failed: Unrecognized
character \xE2 at (eval 678) line 1. Stack: [(eval 678):1]
[/usr/local/rt3/lib/RT/ScripCondition_Overlay.pm:219]
[/usr/local/rt3/lib/RT/Scrip_Overlay.pm:437]
[/usr/local/rt3/lib/RT/Scrips_Overlay.pm:230]
[/usr/local/rt3/lib/RT/Transaction_Overlay.pm:171]
[/usr/local/rt3/lib/RT/Record.pm:1444]
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:1447]
[/usr/local/rt3/lib/RT/Ticket_Overlay.pm:1387]
[/usr/local/rt3/lib/RT/Interface/Web.pm:1432]
[/usr/local/rt3/share/html/Ticket/ModifyPeople.html:73]
[/usr/local/rt3/share/html/autohandler:292]
(/usr/local/rt3/lib/RT/Condition/UserDefined.pm:67)
I did manage to find something that seems to work though. It was posted
on the list back in January, 2007.
http://www.gossamer-threads.com/lists/rt/users/62335#62335
I tweaked it to look for Cc instead of AdminCc and got:
my $transactionType = $self->TransactionObj->Type; my $watcherType =
$self->TransactionObj->Field; if (($transactionType eq 'AddWatcher') and
($watcherType eq 'Cc')) { return 1; } return undef;
That definitely does the trick. Now I just need to figure out how to
send email to the newly minted Cc and not the whole group of Ccs. Thanks
for the help Gene and Forrest.
-Tim
--
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
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RE: [rt-users] Trouble with rt-mailgate
This error message looks simular to one noted yesterday. A one line patch was posted to list by Jessie earlier today. Keith -Original Message- From: [EMAIL PROTECTED] on behalf of Eric Hunter Sent: Wed 9/26/2007 3:25 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Trouble with rt-mailgate Just about everything is working. However when sending mail that should be processed, it just gets queued with exited with EX_TEMPF. Running it from the command line results in: cat sample.txt | /etc/smrsh/rt-mailgate --queue general --action correspond --url http://... RT server error. The RT server which handled your email did not behave as expected. It said: Can't locate object method "tmp_recycling" via package "MIME::Parser" at /home/httpd/html/rt/lib/RT/EmailParser.pm line 618. Stack: [/home/httpd/html/rt/lib/RT/EmailParser.pm:618] [/home/httpd/html/rt/lib/RT/EmailParser.pm:227] [/home/httpd/html/rt/lib/RT/EmailParser.pm:179] [/home/httpd/html/rt/lib/RT/EmailParser.pm:139] [/home/httpd/html/rt/lib/RT/Interface/Email.pm:549] [/home/httpd/html/rt/share/html/REST/1.0/NoAuth/mail-gateway:61] Any suggestions? Eric ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] How to change the Owner from UID to "Real Name" attribute
Hey Prakash, In your html/Ticket/Elements/ShowUserEntry file, change <%$User->Name%> to <%($User->RealName)>. You should save the new file into your local RT html directory. I have written a couple of patches to do this in other areas: http://rt.bestpractical.com/view/AdminUser-fullname-list-3.6.1 http://rt.bestpractical.com/view/SelectOwner-fullname-list-3.6.1 Let me know if you have any questions. Good Luck, Keith -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Prakash Velayutham Sent: Monday, September 10, 2007 12:07 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] How to change the Owner from UID to "Real Name" attribute Hello, In RT, when an admin looks at one of his tickets, the Owner attribute shows his UID. How can this attribute be changed to show his/her Real Name instead? I would prefer a solution that does not mess up past tickets. RT - 3.6.3 And we have linked RT authentication to an OpenLDAP server, if that makes any difference. Thanks, Prakash ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Best ways to create a web based ticket submissionwithout login?
I had to make a simular form locally.
I used Perl CGI to generate the basic form.
I used RT;, RT::Ticket, RT::Current_user and RT::Interface::CLI; to
create the ticket.
The cgi script is fairly simple. If there are no parameters, print the
form. Otherwise, marshel the arguments and create a ticket.
Here are the basics of my ticket creation. Good luck.
#($q is my Perl CGI object)
my $CurrentUser = new RT::CurrentUser();
$CurrentUser->LoadByName( 'your rt username for CGI tickets' ) ;
my $ticket = new RT::Ticket($CurrentUser);
my $ticket_body = MIME::Entity->build(Data => $COMMENT,
Type => 'text/plain');
my %ticket_vals = ( Queue => 'Your default queue',
Subject => "$value from form" ,
Owner => "$optional name",
Requestor => 'Could be the cgi user or as entered from form',
InitialPriority => '11',
FinalPriority => '20',
MIMEObj => $ticket_body,
'CustomField-7' => $CGI_VALUE1 ,
'CustomField-8' => $CGI_VALUE2 ,
);
my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals);
if( $id == 0 )
{
print STDERR $err . "\n" if $err;
print $q->h3( "Error saving your ticket." ) ;
print $q->h3( "Please contect the helpdesk with the bellow error
message." ) ;
print $q->h3( $err ) ;
}
else
{
print $q->h3( "Your tiket has been successfully saved." ) ;
print $q->h3( "Your ticket number is $id." ) ;
print $q->h3( "Thank you." ) ;
}
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Thierry
Thelliez
Sent: Thursday, August 30, 2007 2:51 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Best ways to create a web based ticket
submissionwithout login?
How would you create a web form that will be used by users that do not
have an RT account?
The self service interface is simple but I need something even
simplier: users fill a form and press submit. That's all. No
authentication, No ticket list. On the form they should fill several
custom fields including a way to identify them back (name, email). The
only thing they need to see is a ticket submission page.
Behind the scene this form will populate an RT ticket for a predefined
queue and another group of users will process the requests/tickets.
How should I get started with these requirements?
Thanks,
Thierry Thelliez
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RE: [rt-users] Accessing requestors' names
Hey Tim,
The inspiration for this answer came from the RT code
(html/Ticket/Elements/ShowRequestor).
It should march through all of the requestors of the ticket and add
their RealName or email address to user list array. This array will then
be joined into a scaler. You could either work with each user as they
are looked up at line 6, do something with the array after the while at
line 9 or the list as a string on line 10.
1: my @names ;
2: my $people = $Ticket->Requestors->UserMembersObj;
3: while (my $requestor=$people->Next)
4: {
5: next if $requestor->Privileged;
6: my $name=$requestor->RealName || $requestor->EmailAddress;
7: push( @names, name ) ;
8: }
9:
10: $name_list = join( ',' @names ) ;
I have not tested this yet this morning but it looks like Perl to me.
Good luck,
Keith
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Tim
Wilson
Sent: Monday, August 27, 2007 10:43 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Accessing requestors' names
Hey all,
Is it possible to print the full name of a ticket's requestor in a
template? Bonus points for gracefully handling multiple requestors. :-)
-Tim
--
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
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RE: [rt-users] rt3 and LDAP auth
Hey Noah, Have you looked at the below wiki entry? http://wiki.bestpractical.com/view/LDAP Keith -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Noah Sent: Thursday, August 16, 2007 12:55 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] rt3 and LDAP auth Hi, can somebody please explain to me the easiest way to configure rt3 to use LDAP authentication>? Cheers, Noah ___ 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] Section 508 compliance
Hey Guys, The Best Practical web site says they are working to get RT 508 compliant. Has version 3.6.1 or newer been validated? If it has not been validated, how has any users handled this issue? Thanks for any information, Keith ___ 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] Sorting Issue for RT 3.6.1
Thanks Ken. I will see if I can write a quick local update that will change the sorting on these pages. Keith -Original Message- From: Kenneth Marshall [mailto:[EMAIL PROTECTED] Sent: Thursday, August 09, 2007 10:47 AM To: Schincke, Keith D. (JSC-IT)[MEI] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sorting Issue for RT 3.6.1 Keith, It has done that in every release I have used to date. It should be a simple fix. Ken On Thu, Aug 09, 2007 at 10:20:37AM -0500, Schincke, Keith D. (JSC-IT)[MEI] wrote: > Hey Guys, > > We are configuring our RT 3.6.1 installed with apt on Debian etch and > are seeing a sorting issue when granting user specific rights. > All of the users are displayed in the as created order instead of user > name order. > > Here are two locations where this can be seen: >Configuration->Queues->Select queue->User Rights >Configuration->Custom Fields->Select custom field->User Rights > > Has this been changed in the current version? > > Thanks for any info, > > Keith > > ___ > 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] Sorting Issue for RT 3.6.1
Hey Guys, We are configuring our RT 3.6.1 installed with apt on Debian etch and are seeing a sorting issue when granting user specific rights. All of the users are displayed in the as created order instead of user name order. Here are two locations where this can be seen: Configuration->Queues->Select queue->User Rights Configuration->Custom Fields->Select custom field->User Rights Has this been changed in the current version? Thanks for any info, Keith ___ 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: Re[4]: [rt-users] Attachments table of RT's Mysql database
You could do that or just have 'ondisk' be a new encoding type added at the end of the list. The Content field of the data base could store the path to the file relative to a config option. I would suggest a file size threshold option if RT starts using the file system to store attachements. The folowing config options could be added: Set( $AttachmentLocation, 'indb'|'ondisk'|'size' ) ; Set( $AttachmentDiskStorageThreshhold, 4096 ) ; Set( $AttachmentDiskPath, '/some/location' ) ; Keith -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Boris Lytochkin Sent: Wednesday, August 08, 2007 9:48 AM To: Jesse Vincent Cc: rt-users@lists.bestpractical.com Subject: Re[4]: [rt-users] Attachments table of RT's Mysql database Wednesday, August 8, 2007, 6:22:31 PM, you wrote: > This might be a good place to use the ContentEncoding field to > describe an 'ondisk' encoding. How do you expect to use this filed? Something like '(ondisk|inDB),(base64|quoted-printable|...)'? > On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote: >> Wiki would be enough, but there is a problem in current patch state: >> it uses special constant string inplace of real content to indicate >> that file is located out of DB. >> Right way is to use flag in table. I do not think that changing >> scheme witch patching is a good idea, that is why this patch must be >> merged into RT. > This might be a good place to use the ContentEncoding field to > describe an 'ondisk' encoding. > -jesse -- Best regards, Boris Lytochkin mailto:[EMAIL PROTECTED] ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Create multiple tickets from a template
The Wiki description was great. It allowed the creation of the approval
process where one person or any person in a group could approve a
ticket.
What I need is a way to call the template for each member of the group
with the result of creating a ticket for each member that must be
approved before the parent ticket can start.
Keith Schincke
-Original Message-
From: Kenneth Marshall [mailto:[EMAIL PROTECTED]
Sent: Thursday, June 14, 2007 4:05 PM
To: Schincke, Keith D. (JSC-IT)[MEI]
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] Create multiple tickets from a template
Keith,
How is it going down there? I think the wiki has a pretty good
description of this process. This is managed by using a template to
create the needed tickets. The RT Essentials book also describes the
process on p.94.
Ken
On Thu, Jun 14, 2007 at 03:53:02PM -0500, Schincke, Keith D.
(JSC-IT)[MEI] wrote:
> Hey Guys,
>
> Below is a V1.0 script to create an approval ticket for each member of
> the approval group when ever a ticket requiring approval is created.
> It works as I need except the outgoing messages for the new tickets
> are not being sent.
>
> Let me know if you have any suggestions or questions
>
> Keith Schincke
>
> Go to Configuration->Queues->Your Queue->Scrips->New scrip
>
> Description: Your Scrip Description
> Condition: On Create
> Action: User Defined
> Template: Global Template: Blank
> Stage: TransactionCreate
>
> Custom action preparation code:
> my $queue_name = 'Approvals' ;
> my $group_name='outage_approval' ;
> my $group = RT::Group->new( $RT::SystemUser );
>
> $group->LoadUserDefinedGroup( $group_name );
> $RT::Logger->debug(">>Error : couldn't load group") and die "Cannot
> load group" unless $group->id;
>
> my $ticket = $self->TicketObj ;
> my $req_addr = $self->TicketObj->RequestorAddresses ; my $tick_id =
> $self->TicketObj->id ; my $tick_sub = $ticket->Subject ;
>
> my $child_ticket = RT::Ticket->new ( $RT::SystemUser ) ;
>
> my $users = $group->UserMembersObj;
> while ( my $user = $users->Next ) {
> my $name = $user->Name ;
>
> my ($child_id, $child_transobj, $errormsg ) =
$child_ticket->Create(
> Queue => $queue_name ,
> Subject => "Approval review for " .
> $ticket->Subject . " (" . $ticket->id . ")" ,
> RefersTo => $ticket->id ,
> DependedOnBy => $ticket->id ,
> Type => "approval" ,
> Reqestor => $req_addr,
> Owner => $user ,
> ) ;
> unless ( $child_id )
> {
> $RT::Logger->debug(">>Error : ". $errormsg);
> return undef ;
> }
>
> }
>
>
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf Of
> Schincke, Keith D. (JSC-IT)[MEI]
> Sent: Wednesday, June 13, 2007 4:53 PM
> To: RT-Users@lists.bestpractical.com
> Subject: [rt-users] Create multiple tickets from a template
>
> Hey Guys
>
> I am using RT 3.6.1 on a Debian etch server with a mysql backend.
>
> I am trying to create multiple tickets in the approval queue each with
> an owned by a member from the approval group with the idea that the
> parent ticket is approved when each member of the group has approved
> of their approval ticket.
>
> It is possible to write a template that will on the "On Create"
> condition take the "Create Tickets" action and open multiple tickets?
>
> Below is a template I worked up. I was trying to call the create
> ticket template for each user in the group.
>
> Would this be better solved with a "User Defined" action on the
script.
>
> Thanks for any pointers and information.
>
> Keith
>
> my $group_name='approval_group' ;
> my $group = RT::Group->new( $RT::SystemUser );
> $group->LoadUserDefinedGroup( $group_name ); die "couldn't load group"
> unless $group->id;
>
> my $users = $group->UserMembersObj;
> while ( my $user = $users->Next ) {
> #print $user->Name, "\n";
>
> ===Create-Ticket: approvalreview
> Subject: Approval review for "{$Tickets{'TOP'}->Subject}"
> Depended-On-By: {$Tickets{'TOP'}->Id()}
> Refers-To: {$Tickets{'TOP'}->Id()}
> Owner: { $user }
> Queue: Approvals
> Type: approval
> Content:
> { $Transaction->CreatorObj->Name }
RE: [rt-users] Create multiple tickets from a template
Hey Guys,
Below is a V1.0 script to create an approval ticket for each member of
the approval group when ever a ticket requiring approval is created. It
works as I need except the outgoing messages for the new tickets are not
being sent.
Let me know if you have any suggestions or questions
Keith Schincke
Go to Configuration->Queues->Your Queue->Scrips->New scrip
Description: Your Scrip Description
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: TransactionCreate
Custom action preparation code:
my $queue_name = 'Approvals' ;
my $group_name='outage_approval' ;
my $group = RT::Group->new( $RT::SystemUser );
$group->LoadUserDefinedGroup( $group_name );
$RT::Logger->debug(">>Error : couldn't load group") and die "Cannot load
group" unless $group->id;
my $ticket = $self->TicketObj ;
my $req_addr = $self->TicketObj->RequestorAddresses ;
my $tick_id = $self->TicketObj->id ;
my $tick_sub = $ticket->Subject ;
my $child_ticket = RT::Ticket->new ( $RT::SystemUser ) ;
my $users = $group->UserMembersObj;
while ( my $user = $users->Next ) {
my $name = $user->Name ;
my ($child_id, $child_transobj, $errormsg ) =
$child_ticket->Create(
Queue => $queue_name ,
Subject => "Approval review for " .
$ticket->Subject . " (" . $ticket->id . ")" ,
RefersTo => $ticket->id ,
DependedOnBy => $ticket->id ,
Type => "approval" ,
Reqestor => $req_addr,
Owner => $user ,
) ;
unless ( $child_id )
{
$RT::Logger->debug(">>Error : ". $errormsg);
return undef ;
}
}
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Schincke,
Keith D. (JSC-IT)[MEI]
Sent: Wednesday, June 13, 2007 4:53 PM
To: RT-Users@lists.bestpractical.com
Subject: [rt-users] Create multiple tickets from a template
Hey Guys
I am using RT 3.6.1 on a Debian etch server with a mysql backend.
I am trying to create multiple tickets in the approval queue each with
an owned by a member from the approval group with the idea that the
parent ticket is approved when each member of the group has approved of
their approval ticket.
It is possible to write a template that will on the "On Create"
condition take the "Create Tickets" action and open multiple tickets?
Below is a template I worked up. I was trying to call the create ticket
template for each user in the group.
Would this be better solved with a "User Defined" action on the script.
Thanks for any pointers and information.
Keith
my $group_name='approval_group' ;
my $group = RT::Group->new( $RT::SystemUser );
$group->LoadUserDefinedGroup( $group_name ); die "couldn't load group"
unless $group->id;
my $users = $group->UserMembersObj;
while ( my $user = $users->Next ) {
#print $user->Name, "\n";
===Create-Ticket: approvalreview
Subject: Approval review for "{$Tickets{'TOP'}->Subject}"
Depended-On-By: {$Tickets{'TOP'}->Id()}
Refers-To: {$Tickets{'TOP'}->Id()}
Owner: { $user }
Queue: Approvals
Type: approval
Content:
{ $Transaction->CreatorObj->Name } ({ $Ticket->RequestorAddresses }) has
created a ticket requiring your approval You should review and approve
it, so they can finish their work.
ENDOFCONTENT
}
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[rt-users] Create multiple tickets from a template
Hey Guys
I am using RT 3.6.1 on a Debian etch server with a mysql backend.
I am trying to create multiple tickets in the approval queue each with
an owned by a member from the approval group with the idea that the
parent ticket is approved when each member of the group has approved of
their approval ticket.
It is possible to write a template that will on the "On Create"
condition take the "Create Tickets" action and open multiple tickets?
Below is a template I worked up. I was trying to call the create ticket
template for each user in the group.
Would this be better solved with a "User Defined" action on the script.
Thanks for any pointers and information.
Keith
my $group_name='approval_group' ;
my $group = RT::Group->new( $RT::SystemUser );
$group->LoadUserDefinedGroup( $group_name );
die "couldn't load group" unless $group->id;
my $users = $group->UserMembersObj;
while ( my $user = $users->Next ) {
#print $user->Name, "\n";
===Create-Ticket: approvalreview
Subject: Approval review for "{$Tickets{'TOP'}->Subject}"
Depended-On-By: {$Tickets{'TOP'}->Id()}
Refers-To: {$Tickets{'TOP'}->Id()}
Owner: { $user }
Queue: Approvals
Type: approval
Content:
{ $Transaction->CreatorObj->Name } ({ $Ticket->RequestorAddresses }) has
created a ticket requiring your approval You should review and approve
it, so they can finish their work.
ENDOFCONTENT
}
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