RE: [rt-users] http://www.bestpractical.com/rt

[Schultz, Eric]

 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Roy El-Hames
> Sent: Monday, June 04, 2007 9:33 AM
> To: RT Users
> Subject: [rt-users] http://www.bestpractical.com/rt
> 
> Hi there;
> the problem maybe at my end, but in case is 
> http://www.bestpractical.com/rt down??
> 
> Regards;
> Roy

I can't reach it, either.
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RE: [rt-users] Input must match [Mandatory]?

[Schultz, Eric]

> How can I alter this to make more sense to my users?  They 
> don't necessarily
> know what [Mandatory] means and, quite frankly, I think it 
> could be a bit
> clearer myself.  Where in the code do I find it to change it?

For this, I modified lib/RT/Interface/Web.pm so that it would set the
failure result manually before attempting to call the
AddCustomFieldValue code:

*** 1218,1223 
--- 1218,1228 
elsif ( $arg =~ /-Values$/ and
!$CustomFieldObj->Repeated) {
my $cf_values = $Object->CustomFieldValues($cf);

+   if ([EMAIL PROTECTED] and $CustomFieldObj->IsMandatory) 
{
+   push( @results, $CustomFieldObj->Name . ":
you must have at least one value" );
+   next;
+   }
+
my %values_hash;
my @addcfresults = ();

For that one, I can't provide a clean unified diff, since this is my
hacked 3.4.1 code.  That should get you close enough to where you need
to be, however.
 
> Also, if input into a CF is mandatory, wouldn't it make sense 
> to remove the '(no value)' option from a Select One type CF?

I noticed this, too, and fixed it in
share/html/Elements/EditCustomFieldSelect, just by adding a simple if
statement around that part of the code:

@@ -57,7 +57,9 @@
 % }
 ><% $value->Name%>
 % }
+% if (!$CustomField->IsMandatory) {
 ><&|/l&>(no
value)
+% }
   
 <%ARGS>
 $Object => undef



Eric Schultz
United Online
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RE: [rt-users] A rave -- RTx::EmailCompletion

[Schultz, Eric]

> I haven't seen this mentioned in here yet, but I stumbled across this
> library in CPAN by Nicolas Chuche (Nicolas is also behind 
> another recent
> RT add-on, RTx::Calendar, which is worth checking out as 
> well) that adds
> AJAX autocompletion to email fields in RT.  The release in CPAN is
> version 0.01, but it's already good enough to make my users extremely
> happy.

As soon as I saw this, I had to go check it out.  I agree - this thing
is GREAT!  My only complaint is that it doesn't work as well in Firefox
(box size, CSS stuff - which I am going to look at now to see if I can
fix).  Works in my hacked 3.4.x installation.  This will solve so many
problems with people not knowing email addresses, typoes, etc.  Thank
you Nicolas, and Mark for finding it!

Eric Schultz
United Online
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RE: [rt-users] Close with and without notification

[Schultz, Eric]

> > I had a brainwave that said that I could add some custom 
> field and write
> > a scrip condition that would check this field on resolve to 
> see if it
> > should send the notice or not, but this seemed a little 
> "hokey" to me and
> > I just wonder if there is a better, more efficient, way to 
> accomplish
> > this.
> 
> we use my patch which introduces a new (virtuel) status 
> "resolved (quiet)". 
> Depending on your RT version you can find it:
> 
>  olve.patch>
>  olve-3.2.3.patch>
>  olve-3.3.patch>
> 
> the latter works until 3.6.3 (and will maybe work in higher 
> versions, too).
> 
> regards,
> Dirk.

What I would like to see is a checkbox that you can click to turn off
sending email for *any* reply (just for that reply), rather than only
for setting a particular status.  I already have it so that setting the
status to 'deleted' does not generate email.  I tried to code a solution
to this, but it was flawed.

Eric Schultz
United Online
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RE: [rt-users] currently connected users list

[Schultz, Eric]

> 
> >From time to time, I may need to contact each of our users 
> logged on the Web interface - for maintenance reasons.
> 
> Is there a command allowing to list every currently logged user ?

No, and there really isn't a good way to tell, either, unless you are
agressive about harvesting stale sessions.  That is, the simplest way to
tell who is logged on from the application perspective would be to do a
select on the session table from the database.  Problem is, though,
people rarely logout, and so their old session hangs around.  I'm not
even sure a session row is removed on logout.

A simpler solution may be to have a maintenance message displayed at the
top of the page when you wish to perform maintenance.  It would have to
be in a file that is checked every time the home page is loaded, to
avoid Mason's caching.  I believe someone else recently did something
similar on this list?  Only they actually replaced the entire page with
a "sorry, we're doing maintenance now" page, IIRC.

Eric Schultz
United Online
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RE: [rt-users] No Answers :-(

[Schultz, Eric]

> Don't take this the wrong way, but RT is commercial as well as
> open source. I've been pleased with RT and the list, but I never
> felt entitled to specific answers. I do read the code when I need
> to, and I answer questions when I have time and expertise. But if
> I didn't have the time or skill to do that, and I had to have
> timely answers for a production system, I'd consider buying a
> support contract.  In fact, one of the selling points of RT
> here, is if I were to get hit by a beer truck, the organization
> could get commercial support and continue.

The odds of getting hit by a beer truck are greatly reduced if you don't
try and filch anything from the back while they are trying to leave :-)
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RE: [rt-users] Re: RT 3.6.3 Mandatory CF's

[Schultz, Eric]

> > just a simple question for Custom Fields:
> > Can a Custom Field be 'validate', and non-mandatory?
> > This means, only a check that the content is a Number and 
> nothing else
> but
> > not needed or mandatory?
> 
> Actually, we are just in the process at where I work of 
> modifying RT to
> make "Mandatory" a completely separate checkbox to format validation
> partly for this very reason. We want all this in the core API so it's
> enforced for all interfaces (GUI, REST, Email ...) and so "being
> mandatory" is completely separate from "matching a certain pattern".
> There are a few reasons why this makes sense and it's really important
> when using RT in an audited change management environment. We'll
> probably be posting the patches when it's done (fairly soon).
> 
> PK

I thought that using the current interface, if you wanted to make
something non-mandatory, you could just wrap a '()?' around it (not
including quotes)?  I'm pretty sure I've seen that posted to the mailing
list as well.

Eric Schultz
United Online
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RE: [rt-users] 3.6.1 userRight commentOnTicket=false will not hidecomment-Buttons

[Schultz, Eric]

> I found some pieces of code which trigger whether RT shows up 
> 'Comment'-Buttons or not.
> 
> Code pieces look like
> 
> ...userHasRight('CommentOnTicket')
>   OR
> ...userHasRight('ModifyTicket') .
> 
> 
> Since we have to set ModifyTicket=true to all of our users so 
> that they
> can change custom field values, we only want to allow a 
> minority of them
> the right to create a comment.
> 
> So they have userRight 'ModifyTicket' but not 'CommentOnTicket'.
> 
> So I changed that lines of Code to
> ...userHasRight('CommentOnTicket')
>   AND
> ...userHasRight('ModifyTicket') .
> 
> for the effect, that 'Comment'-Links disappear from Main menu and 
> Transaction menu and from SelectionList in Update-Forms.
> 
> Code changed in :
> - html/Ticket/Update.html
> - html/Ticket/ModifyAll.html
> - html/Ticket/Elements/Tabs
> - html/Ticket/Elements/ShowTransaction
> 
> Do you agree with this change or are there some side effects, which I 
> did not recognize?

Olaf, I did the same thing on 3.4.x code, and I haven't noticed any
problems.  I also did not like the fact that ModifyTicket implicitly
granted CommentTicket rights.

Eric Schultz
United Online
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RE: [rt-users] Large attachments - how to warn user before dropped

[Schultz, Eric]

> > I would like to warn the user before dropping a large 
> attachment and 
> > give them the opportunity to make a different selection.
> > I saw this in an earlier email (dated 2006-02-24 from Eric Shultz 
> > "TruncateLongAttachments .."), where he had modified the RT 
> > code to do 
> > just that.  I've been attempting to do the same thing in 
> Update.html, 
> > but failing.  I can't seem to determine the filesize with the 
> > information at hand.  Can anyone point me in the right 
> > direction?  Or is 
> > Update.html not the place to be making these changes?
> 
> Hi Karen.  Unfortunately, I've made a bunch of other changes to the
> 3.4.x code, so I can't easily provide you with just a simple patch.
> What I can provide is the code I added for this 
> functionality, however,
> and at about what point in the file share/html/Ticket/Update.html.
> Note, however, that I did not set TruncateLongAttachments in
> RT_SiteConfig.pm, I set DropLongAttachments to 1.  Here are 
> my changes:
> 
> #1:
> ---
>   <& /Ticket/Elements/Tabs,
>   Ticket => $TicketObj,
>   Title=> $title &>
> 
> + <& /Elements/ListActions, actions => [EMAIL PROTECTED] &>
> +
>METHOD=POST enctype="multipart/form-data">
>   
> ---
> 
> #2:
> ---
>   <%INIT>
>   my $CanRespond = 0;
>   my $CanComment = 0;
>   my $title;
> + my @Actions;
> 
>   my $TicketObj = LoadTicket($id);
> 
> ---
> 
> #3:
> ---
>   $session{'Attachments'} = { %{$session{'Attachments'} || {}},
> $ARGS{'Attach'} => $attachment };
> +
> + my $latest_attach = $ARGS{'Attach'};
> +
> + # Check the length of all attachments put together, compensating
> + # for encoding overhead (* .75) like is done elsewhere in the
> code.
> + my $total_length = 0;
> + foreach my $key (keys %{$session{'Attachments'}}) {
> +   my $length = length(
> ${$session{'Attachments'}}{$key}->stringify_body );
> + $total_length += int($length * .75 / 1024);
> + }
> +
> + # If the total of all attachments exceeds the RT config 
> parameter,
> + # and we're told to drop long attachments, drop all of them.
> + # But still allow a message update.
> + my $maxsize = int($RT::MaxAttachmentSize * .75 / 1024);
> + if ($total_length > $maxsize and $RT::DropLongAttachments) {
> +   $RT::Logger->warning( "Exceeded maximum attachment size. Total
> length: ${total_length}k (max: ${maxsize}k)" );
> +   push( @Actions, "Attachment '$latest_attach' not 
> uploaded: total
> size of all attachments (${total_length}k) would exceed limit
> (${maxsize}k)" );
> +   delete ${$session{'Attachments'}}{$latest_attach};  # remove
> only the latest one that tipped the scales
> + delete $ARGS{SubmitTicket};  # don't go to the Display.html
> page
> + }
>   }
>   # }}}
> 
>   # delete temporary storage entry to make WebUI clean
>   unless (keys %{$session{'Attachments'}} and $ARGS{'UpdateAttach'}) {
>   delete $session{'Attachments'};
> ---
> 
> 
> Let me know how that works for you.
> 
> Eric Schultz
> United Online, Inc.


I neglected to mention that I also do pretty much the same thing in
Create.html, so people can't make a ticket with too large of an
attachment.  The only difference is I have a commitme flag:

my $commitme = 1;

If the $total_length exceeds $maxsize, I set $commitme = 0, then later I
have this:

if ( $commitme and (!exists $ARGS{'AddMoreAttach'}) && ($ARGS{'id'} eq
'new')) {

So I don't go to Display.html yet (giving them another opportunity to
attach something smaller).


Eric Schultz
United Online, Inc.
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RE: [rt-users] Large attachments - how to warn user before dropped

[Schultz, Eric]

> I would like to warn the user before dropping a large attachment and 
> give them the opportunity to make a different selection.
> I saw this in an earlier email (dated 2006-02-24 from Eric Shultz 
> "TruncateLongAttachments .."), where he had modified the RT 
> code to do 
> just that.  I've been attempting to do the same thing in Update.html, 
> but failing.  I can't seem to determine the filesize with the 
> information at hand.  Can anyone point me in the right 
> direction?  Or is 
> Update.html not the place to be making these changes?

Hi Karen.  Unfortunately, I've made a bunch of other changes to the
3.4.x code, so I can't easily provide you with just a simple patch.
What I can provide is the code I added for this functionality, however,
and at about what point in the file share/html/Ticket/Update.html.
Note, however, that I did not set TruncateLongAttachments in
RT_SiteConfig.pm, I set DropLongAttachments to 1.  Here are my changes:

#1:
---
  <& /Ticket/Elements/Tabs,
  Ticket => $TicketObj,
  Title=> $title &>

+ <& /Elements/ListActions, actions => [EMAIL PROTECTED] &>
+
  
  
---

#2:
---
  <%INIT>
  my $CanRespond = 0;
  my $CanComment = 0;
  my $title;
+ my @Actions;

  my $TicketObj = LoadTicket($id);

---

#3:
---
  $session{'Attachments'} = { %{$session{'Attachments'} || {}},
$ARGS{'Attach'} => $attachment };
+
+ my $latest_attach = $ARGS{'Attach'};
+
+ # Check the length of all attachments put together, compensating
+ # for encoding overhead (* .75) like is done elsewhere in the
code.
+ my $total_length = 0;
+ foreach my $key (keys %{$session{'Attachments'}}) {
+   my $length = length(
${$session{'Attachments'}}{$key}->stringify_body );
+ $total_length += int($length * .75 / 1024);
+ }
+
+ # If the total of all attachments exceeds the RT config parameter,
+ # and we're told to drop long attachments, drop all of them.
+ # But still allow a message update.
+ my $maxsize = int($RT::MaxAttachmentSize * .75 / 1024);
+ if ($total_length > $maxsize and $RT::DropLongAttachments) {
+   $RT::Logger->warning( "Exceeded maximum attachment size. Total
length: ${total_length}k (max: ${maxsize}k)" );
+   push( @Actions, "Attachment '$latest_attach' not uploaded: total
size of all attachments (${total_length}k) would exceed limit
(${maxsize}k)" );
+   delete ${$session{'Attachments'}}{$latest_attach};  # remove
only the latest one that tipped the scales
+ delete $ARGS{SubmitTicket};  # don't go to the Display.html
page
+ }
  }
  # }}}

  # delete temporary storage entry to make WebUI clean
  unless (keys %{$session{'Attachments'}} and $ARGS{'UpdateAttach'}) {
  delete $session{'Attachments'};
---


Let me know how that works for you.

Eric Schultz
United Online, Inc.
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RE: [rt-users] Order of actions on ticket

[Schultz, Eric]

> Also, according to the BP Wiki (but not tested by me), scrips are 
> executed in alphanumeric order according to the description. 
> This was a 
> huge surprise to me when I read it a couple of days ago :-) 
> So you might 
> be able to order the scrips by putting numbers in front of them or 
> something.

>From what I can tell, this is purely rumor.  At least, before 3.6.x - I
haven't looked at that code yet.  But certainly not true for 3.4.x or
3.5.x.  The Prepare subroutine in lib/RT/Scrips_Overlay.pm calls
_FindScrips(), which simply gets all of the scrips from the database in
the order in which the database returns them to you.  Whatever you get
from doing a straight query against the backend, you'll get in RT.  They
aren't even ordered by Scrip.id, which I had hoped for.

However, I have modified the Prepare subroutine in
lib/RT/Scrips_Overlay.pm to do just that - ordering by Description.  It
was actually a fairly trivial change.  Here's a patch against the 3.4.3
tree, if I am not mistaken (else, it's 3.4.1 - my production code is
based on that version with selected changes from later versions).

# begin patch -
@@ -220,9 +220,15 @@

 $self->_FindScrips( Stage => $args{'Stage'}, Type => $args{'Type'}
);

+my %sorted_scrips = ();
+while (my $scrip = $self->Next()) {
+   $sorted_scrips{ $scrip->Description() } = $scrip;
+}

 #Iterate through each script and check it's applicability.
-while ( my $scrip = $self->Next() ) {
+foreach my $scripid (sort keys %sorted_scrips) {
+
+   my $scrip = $sorted_scrips{$scripid};

 next
   unless ( $scrip->IsApplicable(
# end patch ---

In other words, all I did was use a hash to sort the scrips as I stepped
through each one with a while loop, then replaced the while loop with a
foreach.  I had thought about doing a numeric sort (with {$a <=> $b}),
but I figure people can put zeroes in front of their numbers for
sorting.  Enjoy!

Eric Schultz
United Online
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RE: [rt-users] Long history text widens pages

[Schultz, Eric]

> > I'm looking for something that will wrap the text - the CSS 
> solutions I've
> > tried so far don't appear to work across all the major browsers...
> 
> We've spent some time on this and the best CSS minds we've talked
> to...don't have any good ideas.

I did some Googling and some testing, and found that having "word-wrap:
break-word" added to div.messagebody will fix your problem - but only
for IE.  I couldn't figure out a way to make it work in Firefox.

Eric Schultz
United Online, Inc.
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RE: [rt-users] Apache SSL for RT 3.6.1

[Schultz, Eric]

> >> I'm still 
> >> working on
> >> getting non- secure URLs to redirect to the secure ones
> transparently.
> >> I've tried several different mod_rewrite approaches without
> success.
> >> 
> >> - Tim
> > 
> > How about this?
> > 
> > RewriteEngine On
> > RewriteCond %{SERVER_PORT} !^443$
> > RewriteRule ^/(.*) https://%{HTTP_HOST}/$1 [NC,R,L]
> 
> Eric,
> 
> Thanks for the suggestion. Unfortunately that doesn't work either.
> Firefox tells me that it can't connect when I use a URL like
> http://example.com/rt/
> 
> Any other ideas?

Sorry, the rest of your apache configuration (or RT configuration) could
be screwing things up.  This is one of those things you will likely have
to plug through and figure out yourself, unless you can have someone
with a lot more free time than I have look over your configs.

Eric Schultz
United Online, Inc.
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RE: [rt-users] Apache SSL for RT 3.6.1

[Schultz, Eric]

> > Has
> > anyone configured RT for SSL communications? If so, can you please
> > provide some guidance.
> 
> Roberto,
> 
> I took the easy way out and used apache-ssl on my Linux 
> server. The box
> is dedicated to RT so it was quite easy to set up. I'm still 
> working on
> getting non-secure URLs to redirect to the secure ones transparently.
> I've tried several different mod_rewrite approaches without success.
> 
> -Tim

How about this?

RewriteEngine On
RewriteCond %{SERVER_PORT} !^443$
RewriteRule ^/(.*) https://%{HTTP_HOST}/$1 [NC,R,L]


Eric Schultz
United Online, Inc.
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RE: [rt-users] Can't locate RT/Action/.pm in @INC error message

[Schultz, Eric]

> I have gone to the 'Global' 'Scrips' from 'Configuration'.  
> Scrip 9 (and
> indeed scrip 1) had 'On Resolve' and the Action was  from the
> drop down list.  I have selected 'Notify Owner as Comment' 
> and selected
> 'Submit'.
> 
> Is this all I have to do, is this correct?  Is there a text version of
> the scrips?  Again, I'm new to RT and am a Linux novice, so I hope I'm
> not being too timid.

Yes, what you did should suffice.  If you want to see the "entire"
Scrip, you could pull the information out of the database, table =
Scrips.

Eric Schultz
United Online, Inc. 
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RE: [rt-users] Can't locate RT/Action/.pm in @INC error message

[Schultz, Eric]

Sounds like someone made a typo.  That line:

"RT::Action::"

needs to be completed with something like:

Notify
SendEmail
UserDefined
AutoOpen

etc.

If you post the rest of the Scrip, I'm sure it will become much more
obvious.  If the scrip is global, you should be able to access it via
the RT admin interface:

http://yourrt.com/Admin/Global/Scrip.html?id=9&Queue=0


Eric Schultz
United Online, Inc.

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Karl Burbage
> Sent: Friday, November 03, 2006 5:01 AM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Can't locate RT/Action/.pm in @INC error message
> 
> Dear list,
>  
> RT v3.4.1 installed on Debian 'Sarge' 3.1.
>  
> I have inherited an RT system that I have little 
> understanding.  I have noticed the following error logged in 
> the apache-ssl error.log.  Could someone please give me a 
> clue as to my best course of action to remedy this error?
>  
> Many thanks in advance
>  
> Karl
>  
>  
>  
>  [Fri Oct 27 12:27:45 2006] [error]: Scrip Prepare 9 died. - 
> Require of
> RT::Action:: failed.
> Can't locate RT/Action/.pm in @INC (@INC contains:
> /usr/local/share/request-tracker3.4/lib
> /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4
> /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5
> /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .
> /etc/apache-ssl/ /etc/apache-ssl/lib/perl) at (eval 634) line 3.
> 
> Stack:
> [(eval 634):3]
> [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:472]
> [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235]
> [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160]
> [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373]
> [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439]
> [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176]
> [/usr/share/request-tracker3.4/lib/RT/Record.pm:873]
> [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:934]
> [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1048]
> [/usr/share/request-tracker3.4/html/Ticket/Display.html:140]
> [/usr/share/request-tracker3.4/html/Ticket/Update.html:211]
> [/usr/share/request-tracker3.4/html/autohandler:215]
> 
> 
> Stack:
> [/usr/share/request-tracker3.4/lib/RT/ScripAction_Overlay.pm:164]
> [/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:472]
> [/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:235]
> [/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:160]
> [/usr/share/request-tracker3.4/lib/RT/Record.pm:1373]
> [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3439]
> [/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:3176]
> [/usr/share/request-tracker3.4/lib/RT/Record.pm:873]
> [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:934]
> [/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:1048]
> [/usr/share/request-tracker3.4/html/Ticket/Display.html:140]
> [/usr/share/request-tracker3.4/html/Ticket/Update.html:211]
> [/usr/share/request-tracker3.4/html/autohandler:215]
> (/usr/share/request-tracker3.4/lib/RT/Scrip_Overlay.pm:480)
> 
> __
> __
> This e-mail has been scanned for viruses by MessageLabs.
> 
> 
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RE: [rt-users] is there a possibility to make ticket subjectmandatory field?

[Schultz, Eric]

Search the mailing lists.  I believe I posted code to do this with
javascript.

Eric Schultz
United Online, Inc.

> Only with custom development. You could check wiki, but I don't recall
> that somebody shared solution.
> 
> On 10/13/06, Olaf Hamann <[EMAIL PROTECTED]> wrote:
> > Hello list,
> >
> > is there a way to interrupt Ticket creation if ticket 
> subject is not filled?
> >
> > We are using RT3.6.1
> >
> > For CustomFields there ist the validation 'Mandatory' feature which
> > works fine and was easyly added by other validate regexps.
> >
> > But how to use that on ticket subject?
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RE: [rt-users] MySQL Query from PHP

[Schultz, Eric]

> RT's database is heavily normalized.

I wouldn't say "heavily" normalized, just moderately normalized.  I've
seen much, MUCH worse.

Eric Schultz
United Online, Inc.
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[rt-users] Running RT over SSL on Apache

[Schultz, Eric]

I'm sure plenty of users here have their RT instance running on SSL.  My
question is, do you notice that the client experience is slower if the
entire site is running through encryption?  Has anyone only done
encryption for the login page, then left the rest of the access
unencrypted?  If I can get away without much of a performance hit, the
first choice is obviously simpler to implement from a systems
perspective.  But if there is a noticeable degradation (10% slower or
worse), I'd like to see some configuration where if you have to log in
first, you get sent to the login page, which is the only thing
encrypted.  Sort of like how you log in to Yahoo mail on the web.

Eric Schultz
United Online, Inc.
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RE: [rt-users] Misspelled Requestors

[Schultz, Eric]

> I have a question I am hoping there is a simple answer to a problem  
> we are having right now.  We use the LDAP overlay with RT, so users  
> can login with their LDAP credentials, and requestors are validated  
> against LDAP when we enter tickets.  However, we are running into a  
> problem when a HelpDesk employee misspells a requestor when entering  
> a ticket.  It takes a long time to create the ticket, but it  
> eventually creates it without a requestor, and a small error message  
> stating "Could not find or create that user".  That error is usually  
> missed, so when a technician goes to work on the ticket, they 
> have no  
> idea where to go or who to call about the problem.  I can check the  
> rt.log file and get the following entry to find out what was 
> typed in  
> the requestor field:
> 
> [error]: Could not load create a user with the email address  
> 'blah_blah_blah' to add as a watcher for ticket 1234 (/opt/rt36prod/ 
> lib/RT/Ticket_Overlay.pm:1423)
> 
> That means an administrator can go back and figure out who the  
> requestor was supposed to be, but HelpDesk staff and Technicians  
> cannot.  I believe the new LDAP overlay has a feature to create  
> accounts for even non-LDAP users, but we don't want to create  
> accounts for those misspellings.  I think an ideal solution for us  
> would be to add that rejected username to the ticket as a comment.   
> However, I cannot find how to retrieve this information in a scrip  
> since it is not created with the ticket.  If anyone knows how we  
> could achieve this, or has some other method to capture the  
> misspelled requestor info, please let me know.  Thanks!

Rather than doing this, I would fix the code so that the page is
presented again to the user creating the ticket, when they try to enter
a requestor that does not exist.  That way, they can't create a ticket
until they get it right :-)

Eric Schultz
United Online
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RE: [rt-users] Additions to Status field?

[Schultz, Eric]

> I was under the impression that the Status field entries were 
> from a text file or from the database... but for the life of 
> me I cannot find the location of where the Status field comes 
> from. I want to add to the Status fields... where can I make 
> these changes... 

>From RT_Config.pm:


# {{{ Miscellaneous RT Settings

# You can define new statuses and even reorder existing statuses here.
# WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT
# will break horribly.

@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

# }}}


Just make sure that the status name doesn't exceed the field length for
that column in the Tickets table, which I believe defaults to 10
characters.

Eric Schultz
United Online
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RE: [rt-users] changing custom field value globally

[Schultz, Eric]

> We have a custom field that lists client profile names.  One customer
> has recently changed it's name from...let's say "Jack" to "Jill".  As
> a result, we need to alter the tickets previously marked as "Jack" to
> "Jill".  Is there a way to do this easily or will I need to run an
> update on the database?

Isn't there a Wiki contribution for Bulk Custom Field editing?  At
least, there was.  I don't seem to see it now, but I used that as the
basis for doing my own take on it.  I think I was going to post a
contribution for it, but the WikiGods didn't consider it worthy.  Well,
not really, it was that since I apparently don't have the privileges, I
can only post up to a certain amount of content, and the code I was
contributing was greater than that limit.

Eric Schultz
United Online
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RE: [rt-users] Attachments getting mangled

[Schultz, Eric]

> >$MaxAttachmentSize (make sure it's big enough) 
> $TruncateLongAttachments
> (make sure it's undef) $DropLongAttachments (make sure it's undef)
> 
> 
> I checked that out, $MaxAttachSize is 10 megs and truncate 
> and drop are
> both undef.
> 
> Also saw an earlier post of same issue, and tried reinstalling Perl
> (5.8.8) but the probem remains.

The only other thing I can think of then is to make sure that the
Attachments table in your database is properly defined, because it could
be that the attachment can't make it into your database.  I would check
the mysql logs and the rt logs to make sure you aren't getting any
errors relating to this.
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RE: [rt-users] Attachments getting mangled

[Schultz, Eric]

> I can see there is an attachment to the ticket, but the size 
> is always 11 bytes, and it cannot be opened.  Doesn't matter 
> if it's a PDF, screenshot etc etc.  Seems like all 
> attachments are not working.

Hm.  Sounds like you may have problems with your RT_SiteConfig.pm.  I
would check:

$MaxAttachmentSize (make sure it's big enough)
$TruncateLongAttachments (make sure it's undef)
$DropLongAttachments (make sure it's undef)

When I was first playing with these settings, I remembered I always got
a length of only a few bytes.

Eric Schultz
United Online
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RE: [rt-users] Importing data from a legacy system

[Schultz, Eric]

> I want to know best practice of importing ticket data, 
> including history,
> from a legacy ticket system into RT. 
> 
> I wrote:
> >> How should I import ticket history into the 
> >> Transaction table without risking me kneecaps?
> 
> John Doe <[EMAIL PROTECTED]> wrote:
> > The command line rt tool is probably your best bet.
> 
> I can probably use the rt CLI to import the main ticket data 
> into RT, but
> I can not figure out how to use it to import history from the 
> legacy system.
> Is it possible? How do you do it? 

When I imported data from our legacy system, I did not bother with
trying to import individual transactions into RT.  Rather, I just
included the entire content of the legacy ticket's history as one
transaction in RT.  What advantage do you hope to gain by importing
history one transaction at a time?

Also, I used:

use RT::Ticket;
use RT::Interface::CLI qw(CleanEnv);

Rather than trying to muck around with the rt command-line tool.  This
gave me more flexibility with custom fields and the like.

Eric Schultz
United Online
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RE: [rt-users] Was working for 2 weeks follow up

[Schultz, Eric]

> > As a side note, can anyone recommend a good MySQL primer?  
> Be it online
> > or hardcopy?  I have only the most basic knowledge, and would really
> > like to expand on it.
> 
> http://www.oreilly.com/catalog/msql2/
> or
> http://www.oreilly.com/catalog/mysqlian/
> 
> Mathew Snyder

If you want a hardcopy, I like the "MySQL" book by Paul DuBois.

Eric Schultz
United Online
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RE: [rt-users] Search by time

[Schultz, Eric]

> Is there a way to search the time and date when a ticket has been
> opened? I need a more fined grained search other then id = '123' AND
> Created = '9-06-2006' . It seems possible because as I can do Created
> = '12 hours ago'.

I believe that all the date/time query parameters just use MySQL-ish
time values.  So if you wanted something created after noon but before 3
PM on 9/6:

Created > '2006-09-06 12:00:00' AND Created < '2006-09-06 15:00:00'

Eric Schultz
United Online
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RE: [rt-users] Mandatory ticket fields

[Schultz, Eric]

With this javascript in the HTML head:


<!--
function checkform( form ) {
if (form.Subject.value == "") {
alert( "You must enter a subject." );
form.Subject.focus();
return false;
}
return true;
}
-->


And changed the submit button HTML to this:



To check other fields, just add more "if" statements for those other
form values.

Eric Schultz
United Online

> -Original Message-
> From: Christian Janssen [mailto:[EMAIL PROTECTED] 
> Sent: Monday, September 04, 2006 10:33 AM
> To: Schultz, Eric
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Mandatory ticket fields
> 
> On 21/07/06, Schultz, Eric <[EMAIL PROTECTED]> wrote:
> ...
> >
> > For Subject and Requestor, it should be simple enough to have a
> > javascript in the page to force these.  I have one for 
> Subject already,
> > it was not difficult.
> >
> > Eric Schultz
> > United Online
> ...
> 
> How did you do ?
> 
> cheers
> Christian
> 
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RE: [rt-users] Display ticket contents without requiring login

[Schultz, Eric]

You're kidding, right?

http://rt.ourcorp.com/Ticket/Display.html?id=477&user=guest&pass=guest 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Shannon Adams
> Sent: Tuesday, August 29, 2006 1:03 PM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Display ticket contents without requiring login
> 
> The following link logs me in automatically in our RT
> environment:
> 
> http://rt.ourcorp.com/?user=guest&pass=guest
> 
> However, I want to to provide a link that will log in
> as guest and view a specific ticket number in one
> link.
> 
> The following link will show the ticket contents, but
> the user has to login:
> 
> http://rt.ourcorp.com/Ticket/Display.html?id=477
> 
> Is there a way to combine the two links so that by
> clicking on it, the user is automatically logged in as
> guest and the ticket contents appear?
> 
> Thanks,
> Shannon Adams
> 
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RE: [rt-users] Sort order of Users

[Schultz, Eric]

I just made the while loop in share/html/Admin/Groups/Members.html first
add people to a hash, then used a foreach with sort to get them in the
proper order.  My code is based on 3.4.1, and here is the diff:

@@ -77,9 +77,15 @@
 % my $UserMembers = $Group->MembersObj;
 % $UserMembers->LimitToUsers();
 
+
+% my %Members;
 % while (my $member = $UserMembers->Next()) {
-
-<%$member->MemberObj->Object->Name%>
(<%$member->MemberObj->Object->RealName%>)
+% $Members{ $member->MemberObj->Object->Name } = $member;
+% }
+
+% foreach my $member (sort keys %Members) {
+
+<%$Members{$member}->MemberObj->Object->Name%>
(<%$Members{$member}->MemberObj->Object->RealName%>)
 % }
 
 <&|/l&>Groups

I also made similar changes to other files where the sort order was
based on when the user was added (probably some Id from the database)
rather than something more practical like alphabetical ordering.

Eric Schultz
United Online

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Kenneth Crocker
> Sent: Tuesday, August 22, 2006 10:05 AM
> To: RT-Users@lists.bestpractical.com
> Subject: [rt-users] Sort order of Users
> 
> To all,
> 
> 
>   I noticed when I add users to my privileged list, they 
> end up on the 
> end, regardless of what the alphabetical sequence would be. Is there 
> anyway to re-sequence them?
> 
> Kenn
> LBNL
> 
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RE: [rt-users] version 3.6.1--dreaded infinite login

[Schultz, Eric]

> Mine is commented out and seem to experience the re-login only on the
> first click. For example, after login, if the user just 
> clicks Home, it
> says they aren't logged in. 

What I think is interesting is that the problem goes away when you move
to MySQL :-)

Eric Schultz
United Online
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RE: [rt-users] version 3.6.1--dreaded infinite login

[Schultz, Eric]

> Jesse, 
> You mention "You might try backporting the new redirect code 
> from 3.6. "
> What code is this? 
> 
> I had my Oracle dba do a database extract and imported it 
> into mysql and
> users who were experiencing the re-login, aren't now... 

Interesting.  I noticed I had this same re-login problem on my instance,
when I tried to change my configuration so that the database was used
rather than the filesystem for session tracking information.  This was
in 3.4.1 code, with an Oracle backend.  What I did was uncomment this
line:

#Oracle => 'Apache::Session::Oracle',

in /path-to-your-RT/share/html/Elements/SetupSessionCookie.  I was
hoping I would get a performance boost, and indeed, logging in and
having the home page load was faster, but any time I clicked on
anything, I had to log in again.  So I reverted that change.  Of course,
if you don't use the DB for session management, $RT::MasonSessionDir is
used instead.  All things being equal, if I dumped the data to MySQL, as
you did, I didn't have any problems.

However, I thought some people who had the re-login issue had a MySQL
backend?

Eric Schultz
United Online
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RE: [rt-users] Renaming "Stalled" and "Rejected" statuses.

[Schultz, Eric]

> I have a situation where we are using RT (3.4.2) extensively 
> as part of
> our support offering, and it has been suggested that we 
> relabel a couple
> of status categories to better reflect their meaning internally.  (for
> example, renaming 'Stalled' into 'Called Customer', etc.)
> 
> How easy would it be to do this - are the names hardcoded into the
> schema, or are they just called by 'status ID' that can be easily
> redefined?  I'd rather not have to create a custom field just 
> for this,
> since that would the most part duplicate the status field (which we
> would have to block out somehow).

In RT_Config.pm (and RT_SiteConfig.pm), it has a place where you can add
more statuses, but warns you not to remove the default ones, presumably
because there is code that references the statuses by name.  If you can,
I would suggest merely adding new statuses and asking your customers to
ignore the ones they don't use.  Just be sure, however, that if you
create any status that has more than 10 characters in the name, you must
then alter the Tickets table so that Status is longer than a
varchar(10).

Eric Schultz
United Online
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RE: [rt-users] Mask custom field?

[Schultz, Eric]

> Hi, Is anyone know how to setup CustomField mask, such
> as IP address ###.###.###.###? Thanks, Zhiming.

Are you talking about the validation feature of 3.6?  If so, I believe
that another user on the list had provided a link for a whole bunch of
premade regular expressions, but you'd have to search the archives for
what this was.

Else, I imagine something like this would work:

^\d{1,3}\.\d{1,3}\.\d{1,3}\.\d{1,3}$

Eric Schultz
United Online
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RE: [rt-users] RE: simple search usage

[Schultz, Eric]

Huh, that's interesting to know.  And adding quotes around it doesn't fix it.  
That seems like some sort of bug to me - it's useful to have queue names with 
spaces in them.

Eric Schultz
United Online 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of David Smithson
> Sent: Friday, July 28, 2006 9:17 PM
> To: Dario Luis Coneglian Oliveros
> Cc: rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] RE: simple search usage
> 
> Hi Dario.  Do your queue names have spaces in the names?  The 
> queues I have were imported from another database, including 
> the spaces in the names.  I've found that I can't use simple 
> search to search for tickets in queues that have spaces in the names.
> 
> David Smithson
> 
> 
> CLICK HERE FOR ONLINE SUPPORT
> 
> -Original Message-
> From: Dario Luis Coneglian Oliveros [mailto:[EMAIL PROTECTED] 
> Sent: Friday, July 28, 2006 10:04 AM
> To: David Smithson
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RE: simple search usage
> 
> Simple search works for me, except for queue names. Weird !?!
> I tried ticket id, email address and had no problem at all.
> Dário
> 
> David Smithson wrote:
> 
> >Correction, search by queue name works, but nothing else.  
> Anyone else
> >have this problem?
> >
> >David Smithson
> >
> >
> >CLICK HERE FOR ONLINE SUPPORT
> >
> >-Original Message-
> >From: David Smithson 
> >Sent: Friday, July 28, 2006 9:47 AM
> >To: rt-users@lists.bestpractical.com
> >Subject: simple search usage
> >
> >Hi all.  
> >
> >The text from the Simple Search says this:
> >
> >
> >Search for tickets. Enter id numbers, queues by name, Owners 
> by username
> >and Requestors by email address. RT will look for anything else you
> >enter in ticket bodies and attachments.
> >
> >Searching the full text of every ticket can take a long 
> time, but if you
> >need to do it, you can search for any word in full ticket history for
> >any word by typing fulltext:word.
> >
> >RT will look for anything else you enter in ticket subjects.
> >
> >
> >I'm running 3.6.0, MySQL, FC5, etc.
> >
> >The *only* thing that the simple search will do in my 
> instance of RT is
> >parse the subject.  If I prefix with fulltext:, it parses 
> Attachments.
> >None of the other fields that it claims to search are being 
> searched (
> >username, email address, queues ).  Has anybody else seen this?
> >
> >David Smithson
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RE: [rt-users] More About Window for Privileged Users

[Schultz, Eric]

Just to wrap this up for everyone, Helmuth had commented out the wrong
curly brace :-)  We worked it out offline.

Eric Schultz
United Online 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Schultz, Eric
> Sent: Friday, July 28, 2006 1:12 PM
> To: Helmuth Ramirez; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] More About Window for Privileged Users
> 
> How did you comment out?  Like so?
> 
> %# unless ($requestor->Privileged) { 
> 
> %#}
> 
> > -Original Message-
> > From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] 
> > Sent: Friday, July 28, 2006 12:56 PM
> > To: Schultz, Eric; rt-users@lists.bestpractical.com
> > Subject: RE: [rt-users] More About Window for Privileged Users
> > 
> > Yes :)
> > 
> > It was after the restart that the changes took effect (broke).  
> > 
> > -Original Message-
> > From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
> > Sent: Friday, July 28, 2006 3:26 PM
> > To: Helmuth Ramirez; rt-users@lists.bestpractical.com
> > Subject: RE: [rt-users] More About Window for Privileged Users
> > 
> > Did you stop/start your webserver as the CleanlyCustomizeRT document
> > says to do?
> > 
> > Eric Schultz
> > United Online
> > 
> > > Thanks for the fast response!!
> > > 
> > > I tried thatand it didn't like it when I refreshed 
> the page :( I
> > > commented out the first and last line of my excerpt below.  I 
> > > OBVIOUSLY
> > > did something wrong, any additional help would be really 
> > appreciated.
> > > 
> > > Here is an excerpt for that part of my ShowRequestor file
> > > 
> > > 
> > > % unless ($requestor->Privileged) {
> > > <&| /Widgets/TitleBox, title_href => $has_right_adminusers ?
> > > "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef,
> > > title=> loc("More about [_1]", $name) &>
> > > 
> > > %# Additional information about this user.  Empty by default.
> > > <& /Elements/Callback, _CallbackName => 'AboutThisUser', 
> > requestor =>
> > > $requestor, %ARGS &>
> > > 
> > > <&|/l&>Comments about this user:
> > > <% ($requestor->Comments || loc("No comment entered about this
> > > user")) %>
> > > 
> > > <&|/l, $rows &>This user's [_1] highest priority 
> tickets:
> > > 
> > > %while (my $w=$tickets->Next) {
> > >  > > href="<%$RT::WebPath%><%$DisplayPath%>?id=<%$w->id%>"><%$w->Id%>:
> > > <%$w->Subject%> (<%$w->Status%>)
> > > %}
> > > 
> > > -Original Message-
> > > From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
> > > Sent: Friday, July 28, 2006 1:28 PM
> > > To: Helmuth Ramirez; rt-users@lists.bestpractical.com
> > > Subject: RE: [rt-users] More About Window for Privileged Users
> > > 
> > > > Hi all,
> > > >   I'd like to know if I can get the nice little "More 
> > > About" window to
> > > > show up for my users.  I imported them from LDAP and they're all
> > > > privileged, but because of that right, it seems I don't get 
> > > that nice
> > > > little feature :(
> > > > 
> > > > Is there a clean way I can enable that for them?
> > > 
> > > Sure - in 
> /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor,
> > > remove the lines:
> > > 
> > > 65: % unless ($requestor->Privileged) {
> > > 84: %}
> > > 
> > > Then, you'll get this for all users, not just Unprivileged. 
> >  The even
> > > "cleaner" way to do this would be to make a copy of the 
> > same file, put
> > > it in the "local" heirarchy, then make your changes there.  See
> > > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT 
> > for details
> > > on using 'local'.
> > > 
> > > Eric Schultz
> > > United Online
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RE: [rt-users] More About Window for Privileged Users

[Schultz, Eric]

How did you comment out?  Like so?

%# unless ($requestor->Privileged) { 

%#}

> -Original Message-
> From: Helmuth Ramirez [mailto:[EMAIL PROTECTED] 
> Sent: Friday, July 28, 2006 12:56 PM
> To: Schultz, Eric; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] More About Window for Privileged Users
> 
> Yes :)
> 
> It was after the restart that the changes took effect (broke).  
> 
> -Original Message-
> From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
> Sent: Friday, July 28, 2006 3:26 PM
> To: Helmuth Ramirez; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] More About Window for Privileged Users
> 
> Did you stop/start your webserver as the CleanlyCustomizeRT document
> says to do?
> 
> Eric Schultz
> United Online
> 
> > Thanks for the fast response!!
> > 
> > I tried thatand it didn't like it when I refreshed the page :( I
> > commented out the first and last line of my excerpt below.  I 
> > OBVIOUSLY
> > did something wrong, any additional help would be really 
> appreciated.
> > 
> > Here is an excerpt for that part of my ShowRequestor file
> > 
> > 
> > % unless ($requestor->Privileged) {
> > <&| /Widgets/TitleBox, title_href => $has_right_adminusers ?
> > "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef,
> > title=> loc("More about [_1]", $name) &>
> > 
> > %# Additional information about this user.  Empty by default.
> > <& /Elements/Callback, _CallbackName => 'AboutThisUser', 
> requestor =>
> > $requestor, %ARGS &>
> > 
> > <&|/l&>Comments about this user:
> > <% ($requestor->Comments || loc("No comment entered about this
> > user")) %>
> > 
> > <&|/l, $rows &>This user's [_1] highest priority tickets:
> > 
> > %while (my $w=$tickets->Next) {
> >  > href="<%$RT::WebPath%><%$DisplayPath%>?id=<%$w->id%>"><%$w->Id%>:
> > <%$w->Subject%> (<%$w->Status%>)
> > %}
> > 
> > -Original Message-
> > From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
> > Sent: Friday, July 28, 2006 1:28 PM
> > To: Helmuth Ramirez; rt-users@lists.bestpractical.com
> > Subject: RE: [rt-users] More About Window for Privileged Users
> > 
> > > Hi all,
> > >   I'd like to know if I can get the nice little "More 
> > About" window to
> > > show up for my users.  I imported them from LDAP and they're all
> > > privileged, but because of that right, it seems I don't get 
> > that nice
> > > little feature :(
> > > 
> > > Is there a clean way I can enable that for them?
> > 
> > Sure - in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor,
> > remove the lines:
> > 
> > 65: % unless ($requestor->Privileged) {
> > 84: %}
> > 
> > Then, you'll get this for all users, not just Unprivileged. 
>  The even
> > "cleaner" way to do this would be to make a copy of the 
> same file, put
> > it in the "local" heirarchy, then make your changes there.  See
> > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT 
> for details
> > on using 'local'.
> > 
> > Eric Schultz
> > United Online
> > 
> 
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RE: [rt-users] More About Window for Privileged Users

[Schultz, Eric]

Did you stop/start your webserver as the CleanlyCustomizeRT document
says to do?

Eric Schultz
United Online

> Thanks for the fast response!!
> 
> I tried thatand it didn't like it when I refreshed the page :( I
> commented out the first and last line of my excerpt below.  I 
> OBVIOUSLY
> did something wrong, any additional help would be really appreciated.
> 
> Here is an excerpt for that part of my ShowRequestor file
> 
> 
> % unless ($requestor->Privileged) {
> <&| /Widgets/TitleBox, title_href => $has_right_adminusers ?
> "$RT::WebPath/Admin/Users/Modify.html?id=".$requestor->id : undef,
> title=> loc("More about [_1]", $name) &>
> 
> %# Additional information about this user.  Empty by default.
> <& /Elements/Callback, _CallbackName => 'AboutThisUser', requestor =>
> $requestor, %ARGS &>
> 
> <&|/l&>Comments about this user:
> <% ($requestor->Comments || loc("No comment entered about this
> user")) %>
> 
> <&|/l, $rows &>This user's [_1] highest priority tickets:
> 
> %while (my $w=$tickets->Next) {
>  href="<%$RT::WebPath%><%$DisplayPath%>?id=<%$w->id%>"><%$w->Id%>:
> <%$w->Subject%> (<%$w->Status%>)
> %}
> 
> -Original Message-
> From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
> Sent: Friday, July 28, 2006 1:28 PM
> To: Helmuth Ramirez; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] More About Window for Privileged Users
> 
> > Hi all,
> >   I'd like to know if I can get the nice little "More 
> About" window to
> > show up for my users.  I imported them from LDAP and they're all
> > privileged, but because of that right, it seems I don't get 
> that nice
> > little feature :(
> > 
> > Is there a clean way I can enable that for them?
> 
> Sure - in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor,
> remove the lines:
> 
> 65: % unless ($requestor->Privileged) {
> 84: %}
> 
> Then, you'll get this for all users, not just Unprivileged.  The even
> "cleaner" way to do this would be to make a copy of the same file, put
> it in the "local" heirarchy, then make your changes there.  See
> http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for details
> on using 'local'.
> 
> Eric Schultz
> United Online
> 
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RE: [rt-users] More About Window for Privileged Users

[Schultz, Eric]

> Hi all,
>   I'd like to know if I can get the nice little "More About" window to
> show up for my users.  I imported them from LDAP and they're all
> privileged, but because of that right, it seems I don't get that nice
> little feature :(
> 
> Is there a clean way I can enable that for them?

Sure - in /path/to/your/rt/share/html/Ticket/Elements/ShowRequestor,
remove the lines:

65: % unless ($requestor->Privileged) {
84: %}

Then, you'll get this for all users, not just Unprivileged.  The even
"cleaner" way to do this would be to make a copy of the same file, put
it in the "local" heirarchy, then make your changes there.  See
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT for details
on using 'local'.

Eric Schultz
United Online
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RE: [rt-users] priviledge user : one query

[Schultz, Eric]

Unless you grant Everyone or Privileged the right "ShowTicket", the
queue should not show up in the "Quick Search" for that user.  So make
sure only Requestor has ShowTicket, and that the other two groups do
not.

Eric Schultz
United Online

> -Original Message-
> From: Prasad Deshpande [mailto:[EMAIL PROTECTED] 
> Sent: Wednesday, July 26, 2006 10:11 PM
> To: Schultz, Eric; Kenneth Crocker
> Cc: rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] priviledge user : one query
> 
> Hi,
> 
> Thanks Eric, Kenneth for your valuable inputs. I have configured the
> same and it is working fine.  With this requesters are able to see the
> tickets which they have created. 
> 
> But I have one more query; I do not want requestor to know 
> the status of
> open and new tickets in a queue. Current they can see this from 'Quick
> Search'. Is there any way to restrict this? I want owners to see the
> queue status but not the requestor.
> 
> Thanks again for your help.
> 
> Prasad Deshpande
> Bajaj Finance
> 
> -Original Message-
> From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
> Sent: Tuesday, 25 July, 2006 11:07 PM
> To: Kenneth Crocker; Prasad Deshpande
> Cc: rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] priviledge user : one query
> 
> 
> > Prasad,
> > 
> > I may be wrong (and that is OK with me) but I do not 
> > believe you can 
> > give someone the ability to just see just a single ticket in 
> > a Queue. I 
> > believe it is "all or nothing at all". The privilege should 
> be titled 
> > "ShowTickets" instead of "ShowTicket".
> > 
> > Kenn
> > LBNL
> > 
> > Prasad Deshpande wrote:
> > > Hi
> > > 
> > >  
> > > 
> > > I have created a privilege user in RT (Ver 3.2.3) so that 
> users can 
> > > create the ticket through web interface. But my problem is 
> > they are able 
> > > to see other tickets in the same queue as well.  I want 
> > user to see only 
> > > the tickets which they have created and should able to create the 
> > > tickets in a queue with access to select the custom fields.
> > > 
> > >  
> > > 
> > > I have tried by deselecting "Let this user be granted 
> > rights" option, 
> > > but with this custom fields are not available to the users while 
> > > creating the tickets.
> 
> Actually, this is possible.  For the interested queue, go to the Group
> Rights configuration.  From there, give Everyone the right to
> ReplyToTicket and CreateTicket.  Then, for the Requestor group, give
> them ModifyTicket and ShowTicket.  This way, requestors can only see
> what they have requested, and nothing else.  But anyone can create or
> reply to tickets via email.  We have this configuration working
> correctly.  Also, if you want to allow Everyone to see the 
> queue in the
> "New ticket in" drop-down, grant SeeQueue.  This is all on a 3.4.x
> setup.
> 
> Eric Schultz
> United Online
> 
> 
> DISCLAIMER:
> This message,including any attachments contains confidential 
> and privileged information for the sole use of the intended 
> recipient(s), and is protected by law. If you are not the 
> intended recipient, please destroy all copies of the original 
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RE: [rt-users] repeating email request...

[Schultz, Eric]

We have the exact same problem, with an Oracle backend.  With the exact
same RT instance pointing at a MySQL database, however, there is no
problem.

The cause is large attachments.  Something between Perl (with
DBD::Oracle) and the Oracle database itself, it seems.  We have a hard
limit at 1MB for attachments set up, and I wrote supporting code to
check for this constraint in emails as well as through the web
interface, whether it's one file or several smaller ones that total
greater than the limit.

Any way, the problem we saw was that once you start getting up to around
1.5 or 2MB, the MTA would time-out.  So then the email would get stuck
back in the queue.  Eventually, in the backend, the insert would finish,
and you'd see the ticket, but later, the MTA would retry the send.  You
may also notice that the time between duplicate tickets is extended
further and further every time.

To show if this is your problem, try creating a ticket through the web
interface with something like a 5MB attachment.  If this is your
problem, it will take several minutes to complete the transaction.

Eric Schultz
United Online

> -Original Message-
> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
> Sent: Wednesday, July 26, 2006 3:26 PM
> To: Schultz, Eric
> Cc: Rueben; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] repeating email request...
> 
> Eric,
> 
>   What does Oracle have to do with it? We use Oracle.
> 
> Kenn
> LBNL
> 
> Schultz, Eric wrote:
> >> Greetings,
> >> I am using version 3.4.2 of Request Tracker and the system 
> >> has been running fine for that last 6 months.  2 days ago one 
> >> of our end-users sent an email request to our helpdesk and it 
> >> keeps repeating even after we resolved the ticket.  I have 
> >> has to stop the mta to keep it from sending the email  I have 
> >> looked through the archives and and have not found any 
> >> reference to this problem except 1 and it stated to resolve 
> >> the ticket and it fixed their problem.. I really would like 
> >> to open my hepdesk back up but I do not have any idea where 
> >> to start to troubleshoot this problem.  ANY HELP WOULD BE 
> >> DEEPLY APRECIATED!
> >>
> >> Thanks,
> >> Rueben
> > 
> > Are you by chance using Oracle as your backend?
> > 
> > Eric Schultz
> > United Online
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RE: [rt-users] repeating email request...

[Schultz, Eric]

> Greetings,
> I am using version 3.4.2 of Request Tracker and the system 
> has been running fine for that last 6 months.  2 days ago one 
> of our end-users sent an email request to our helpdesk and it 
> keeps repeating even after we resolved the ticket.  I have 
> has to stop the mta to keep it from sending the email  I have 
> looked through the archives and and have not found any 
> reference to this problem except 1 and it stated to resolve 
> the ticket and it fixed their problem.. I really would like 
> to open my hepdesk back up but I do not have any idea where 
> to start to troubleshoot this problem.  ANY HELP WOULD BE 
> DEEPLY APRECIATED!
> 
> Thanks,
> Rueben

Are you by chance using Oracle as your backend?

Eric Schultz
United Online
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RE: [rt-users] priviledge user : one query

[Schultz, Eric]

> Prasad,
> 
>   I may be wrong (and that is OK with me) but I do not 
> believe you can 
> give someone the ability to just see just a single ticket in 
> a Queue. I 
> believe it is "all or nothing at all". The privilege should be titled 
> "ShowTickets" instead of "ShowTicket".
> 
> Kenn
> LBNL
> 
> Prasad Deshpande wrote:
> > Hi
> > 
> >  
> > 
> > I have created a privilege user in RT (Ver 3.2.3) so that users can 
> > create the ticket through web interface. But my problem is 
> they are able 
> > to see other tickets in the same queue as well.  I want 
> user to see only 
> > the tickets which they have created and should able to create the 
> > tickets in a queue with access to select the custom fields.
> > 
> >  
> > 
> > I have tried by deselecting "Let this user be granted 
> rights" option, 
> > but with this custom fields are not available to the users while 
> > creating the tickets.

Actually, this is possible.  For the interested queue, go to the Group
Rights configuration.  From there, give Everyone the right to
ReplyToTicket and CreateTicket.  Then, for the Requestor group, give
them ModifyTicket and ShowTicket.  This way, requestors can only see
what they have requested, and nothing else.  But anyone can create or
reply to tickets via email.  We have this configuration working
correctly.  Also, if you want to allow Everyone to see the queue in the
"New ticket in" drop-down, grant SeeQueue.  This is all on a 3.4.x
setup.

Eric Schultz
United Online
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RE: [rt-users] Problem with New Status

[Schultz, Eric]

 
> I created a new status (called pend-close) in RT by adding it to 
> RT_SiteConfig.pm:
> 
> @ActiveStatus = qw(new open stalled) unless @ActiveStatus;
> @InactiveStatus = qw(resolved rejected pend-resolve deleted) unless 
> @InactiveStatus;
> 
> When I try to put a ticket in the pend-resolve state RT gives me the 
> following error:
> 
> Ticket 2180: Illegal value for Status

Maybe it is because the database field is only a varchar(10), and
'pend-resolve' is more than 10 characters?

mysql> desc Tickets;
+-+--+--+-+-+---
-+
| Field   | Type | Null | Key | Default |
Extra  |
+-+--+--+-+-+---
-+

| Status  | varchar(10)  | YES  | MUL | NULL|
|
+-+--+--+-+-+---
-+

Eric Schultz
United Online
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RE: [rt-users] long running query that never finishes (six days at 100%CPU)

[Schultz, Eric]

It would help even more to show the original "RT query" that generated
this SQL.

Eric Schultz
United Online 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Brian Kerr
> Sent: Monday, July 24, 2006 7:00 AM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] long running query that never finishes 
> (six days at 100%CPU)
> 
> Hi,
> 
> We are seeing some strange behavior on certain queries.  For whatever
> reason they never finish.  I have attached an example query and the
> explain query.
> 
> We are running RT 3.4.5 + mysql 4.1.18-log which was migrated 
> from RT3.0.7
> 
> Thanks,
> Brian
> 
> This might be easier to read / formatted properly at
> http://rafb.net/paste/results/MtBiv132.html
> 
> |3 | rt_user | localhost | rt3  | Query   | 533666 | Copying to
> tmp table |SELECT DISTINCT main.* FROM Tickets main  LEFT JOIN
> CustomFields CustomFields_1  ON ( CustomFields_1.Name = 'Actionable'))
>  LEFT JOIN CustomFields CustomFields_3  ON ( CustomFields_3.Name =
> 'IR'))  LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_2
> ON ( ObjectCustomFieldValues_2.CustomField = CustomFields_1.id) AND (
> (ObjectCustomFieldValues_2.Disabled = '0')) AND (
> (ObjectCustomFieldValues_2.ObjectId = main.id)) AND (
> (ObjectCustomFieldValues_2.ObjectType = 'RT::Ticket')))  LEFT JOIN
> ObjectCustomFieldValues ObjectCustomFieldValues_4  ON
> ((ObjectCustomFieldValues_4.ObjectId = main.id)) AND (
> (ObjectCustomFieldValues_4.Disabled = '0')) AND (
> (ObjectCustomFieldValues_4.ObjectType = 'RT::Ticket')) AND (
> ObjectCustomFieldValues_4.CustomField = CustomFields_3.id)) ,
> Transactions Transactions_5, Attachments Attachments_6  WHERE
> ((Transactions_5.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId =
> main.id)) AND ((main.Status != 'deleted')) AND ((main.Type =
> 'ticket')) AND ((main.Priority = '75')OR(main.Created > '2006-01-01
> 05:00')OR(main.Queue = '12')OR(ObjectCustomFieldValues_2.Content LIKE
> '%Yes%')OR(ObjectCustomFieldValues_4.Content LIKE '%Yes%')OR (
> (Attachments_6.Content LIKE '%Incident
> Report%')AND(Attachments_6.TransactionId =
> Transactions_5.id)AND(main.id = Transactions_5.ObjectId) ) )  ORDER BY
> main.id ASC |
> 
> 
> ++-+---+--+---
> --
> ---+--+-+-
> --++--
> +
> | id | select_type | table | type | possible_keys
> | key
> | key_len | ref   | rows
> | Extra|
> ++-+---+--+---
> --
> ---+--+-+-
> --++--
> +
> |  1 | SIMPLE  | main  | ALL  |
> PRIMARY,Tickets1,Tickets4,Tickets5
> | NULL |NULL | NULL
>   |  65814 | Using where; Using temporary; Using filesort |
> |  1 | SIMPLE  | CustomFields_1| ALL  | NULL
> | NULL
> |NULL | NULL  | 78
> | Distinct |
> |  1 | SIMPLE  | CustomFields_3| ALL  | NULL
> | NULL
> |NULL | NULL  | 78
> | Distinct |
> |  1 | SIMPLE  | ObjectCustomFieldValues_2 | ref  |
> TicketCustomFieldValues1,TicketCustomFieldValues2,ObjectCustom
> FieldValues2
> | TicketCustomFieldValues1 |   8 |
> rt3.CustomFields_1.id,rt3.main.id |  1 | Distinct
>|
> |  1 | SIMPLE  | ObjectCustomFieldValues_4 | ref  |
> TicketCustomFieldValues1,TicketCustomFieldValues2,ObjectCustom
> FieldValues2
> | TicketCustomFieldValues1 |   8 |
> rt3.CustomFields_3.id,rt3.main.id |  1 | Distinct
>|
> |  1 | SIMPLE  | Transactions_5| ref  |
> PRIMARY,Transactions1
> | Transactions1|  64 | const
>   | 287026 | Using where; Using index; Distinct   |
> |  1 | SIMPLE  | Attachments_6 | ALL  | Attachments2
> | NULL
> |NULL | NULL  | 258765
> | Using where; Distinct|
> ++-+---+--+---
> --
> ---+--+-+-
> --++

RE: [rt-users] Mandatory ticket fields

[Schultz, Eric]

> On Fri, Jul 21, 2006 at 11:56:44AM +0530, Himanshu Agrawal wrote:
> > I need to mould RT, such that a few of the Custom Fields 
> and Subject and
> > Requestor are mandatory while ticket creation.
> > 
> > I have an approach:
> > 1. Make changes in database - add a field 'required' to table
> > 'ObjectCustomFields' 
> > 2. Provide a check box 'Make Mandatory' while creation of 
> custom field
> > 3. Hard-code checks for Subject and Requestor.
> > 
> > Does this sound right? I will appreciate any inputs on the same.
> > 
> > I'm using RT 3.4 on Linux RedHat 9 with Apache 2 and Perl 5.8.8.
> 
> RT 3.6 has featores to make required custom fields. I have 
> recently added code to check for required subject in the
> API and UI. 

For Subject and Requestor, it should be simple enough to have a
javascript in the page to force these.  I have one for Subject already,
it was not difficult.

Eric Schultz
United Online
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RE: [rt-users] Wiki Spam

[Schultz, Eric]

> I'm trying to view a part of the wiki that appears to have 
> been vandalized by a spammer. Could someone please restore: 
> http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail?

Should be good to go now.

Eric Schultz
United Online
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RE: [rt-users] Possible for contents in subject line to map into customfields?

[Schultz, Eric]

I use this scrip to check the incoming To: address and use that to set
the CF - it could easily be adapted to look at the incoming subject
instead.

Custom action prep code:
--- 
# Get the message attachment
my $msgatt = $self->TransactionObj->Attachments->First;
return 0 if (!$msgatt);  # if no message attachment - assume web UI
return 0 if (!$msgatt->GetHeader('Received'));  # exit if not email
message

my $team = $msgatt->GetHeader('To');
($team) = ($team =~ /(\w+)[EMAIL PROTECTED]/);
return 0 if ($team eq 'billingops');  # exception for default address
$self->TicketObj->SetSubject( "[$team] " . $self->TicketObj->Subject );
---

Custom action cleanup code:
---
my $msgatt = $self->TransactionObj->Attachments->First;
my $team = $msgatt->GetHeader('To');
($team) = ($team =~ /<(\w+)[EMAIL PROTECTED]/);

my $cf = RT::CustomField->new( $RT::SystemUser );
$self->TicketObj->AddCustomFieldValue( Field => 19, Value => $team,
RecordTransaction => 0 ) if
($self->TicketObj->CustomFieldValues($cf->Id)->Count < 1);
}
---

Only "problem" there is that the field ID is hardcoded.  However, I
prefer this to looking up the CF name and then getting the ID, because
it is less likely the ID of the CF will change than someone who might
want to rename it.

Hope this helps.

Eric Schultz
United Online

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Tony
Graziano
Sent: Monday, July 17, 2006 4:55 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Possible for contents in subject line to map into
customfields?

We have been using RT for a couple of years now. We have it fielding
phone calls from our helpdesk queue since the pbx can send voice mails
as an email attachment.

I actually have two questions (RTv3.6):

1. If the "requestor" of the ticket is our phone system, is there a
scrip or custom condition that can be met to create the ticket and
notify the admin's etc. but not the requestor if it is a specific
requestor?

2. We get caller ID name and number in the subject lines (usually) and
would be interested to know if there is a way a scrip could also write
the information into the custom fields or not. 

Thanks,

Tony
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RE: [rt-users] Hide email quoted text

[Schultz, Eric]

You will either end up with redundant data or complaining users.  If you
beat your users over the head with the policy to remove previous text
when replying, they won't do it about 10% of the time.  If instead you
try to automate removal of quoted text, you get people like me
complaining that you can't do inline replies, such as:

--
> Where should this go?
We can put it on box01.corp.

> Do we need a backup instance?
No, this is unimportant data.

> I'd like to see this done by tomorrow, and if that isn't possible, the
next day at the latest.
You're insane!  You'll be lucky to get this in two weeks.
--

If you only ever use the email interface and not the web interface, and
didn't save the email you sent, when you get the reply, it might not
make sense without the context of the quoted text.  Then there is also
the trickiness of people who reply (like I just did) and have the
feature to quote previous text turned off.

Eric Schultz
United Online

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Barry L.
Kline
Sent: Monday, July 17, 2006 8:52 AM
To: Undisclosed-recipients
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Hide email quoted text

John Lau wrote:
> Hi,
> 
> I have a problem that the client always reply email when quoted text.
> But the quoted text is actually stored in the ticket so that it is
> duplicated. Is there any settings/functions to hide those quoted text,
> like gmail does? It would be a useful feature I think.

Hi John.

I agree with you concerning the duplicate text.  I have tried
encouraging the users to properly trim email (not only to RT but to
everyone) but most just hit the "reply" button and start typing.

One solution that I have been considering is having the quoted text
pulled out of the email before delivery to RT.  I can do that via a
simple procmail script.   Perhaps that might be one way of doing what
you are trying to accomplish without having to do any customizations to
your RT installation.

Barry
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RE: [rt-users] Q: build a ticket query that selects empty custom fields

[Schultz, Eric]

You didn't saw what version of 3.4.  Shall I assume 3.4.0?  In 3.4.4,
lib/RT/Tickets_Overlay.pm was fixed such that you could do this query.
The relevant code appears to be:

  my $null_columns_ok;
! if ( ( $op =~ /^IS$/i ) or ( $op =~ /^NOT LIKE$/i ) or ( $op eq
'!=' ) ) {
  $null_columns_ok = 1;
  }

changed to:

  my $null_columns_ok;
! if ( ( $op =~ /^NOT LIKE$/i ) or ( $op eq '!=' ) ) {
  $null_columns_ok = 1;
  }


Hope that helps.

Eric Schultz
United Online

-Original Message-
From: John H. Nyhuis [mailto:[EMAIL PROTECTED] 
Sent: Thursday, July 13, 2006 10:42 AM
To: Schultz, Eric
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Q: build a ticket query that selects empty
custom fields

Sorry, RT version is 3.4 on FreeBSD, using Apache 1.3 +modssl 
+modperl and MySQL.


Thanks,

John H. Nyhuis
Sr. Computer Specialist
Dept. of Pediatrics
HS RR349B, Box 356320
University of Washington
Desk: (206)-685-3884
[EMAIL PROTECTED]

On Wed, 12 Jul 2006, Schultz, Eric wrote:

> What version of RT?
>
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf Of John H.
> Nyhuis
> Sent: Wednesday, July 12, 2006 2:58 PM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Q: build a ticket query that selects empty custom
> fields
>
>   Greetings,
>
>   I am trying to build a ticket query that will select all tickets
>
> that have a custom field that did not get filled in by our field
techs.
> The custom field I am interested in is a text area.
>   I have tried a variety of combinations (such as less then 1 and
> white space of various types) but
> empty fields are not considered, and so are not selected.
>   Has anyone figured out how to do this and would be willing to
> share?
>
>   Thanks in advance,
>
> John H. Nyhuis
> Sr. Computer Specialist
> Dept. of Pediatrics
> HS RR349B, Box 356320
> University of Washington
> Desk: (206)-685-3884
> [EMAIL PROTECTED]
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RE: [rt-users] Discrepancy in Ticket count and Next / Previous pagelinks on Search->Display page

[Schultz, Eric]

I'd also run into the problem and mentioned it on the list.  I offered a
solution, but was told that it wasn't worth the performance hit to
report accurate information.  In case you are interested, I'll provide
here any way.

I created a new subroutine in lib/RT/Tickets_Overlay.pm:

+ # {{{ sub NumTickets
+ sub NumTickets {
+ my $self = shift;
+
+ my $i = 0;
+ while ($self->Next) {
+   $i++;
+ }
+ return $i;
+ }
+
+ # }}}
+

Then changed this line in share/html/Search/Results.html:

$ticketcount = $session{tickets}->CountAll();

to 

$ticketcount = $session{tickets}->NumTickets();
 
Lastly, I modified share/html/Elements/TicketList as such (bear in mind
that I've made other mods to the file, so my line numbering may not
match up with yours):

@@ -59,12 +59,12 @@
 maxitems => $maxitems &>
 % }

-%   my $i;
+% my $TotalFound;
 %   while (my $record = $Collection->Next) {
-%   $i++;
+%   $TotalFound++;
 % # Every ten rows, flush the buffer and put something on the page.
-% $m->flush_buffer() unless ($i % 10);
-<&   /Elements/CollectionAsTable/Row, Format => [EMAIL PROTECTED], i => $i,
record => $record, maxitems => $maxitems &>
+% $m->flush_buffer() unless ($TotalFound % 10);
+<&   /Elements/CollectionAsTable/Row, Format => [EMAIL PROTECTED], i =>
$TotalFound, record => $record, maxitems => $maxitems &>
 %   }

 
@@ -137,7 +137,6 @@
 $Collection->OrderBy(FIELD => $OrderBy, ORDER => $Order);
 $Collection->RowsPerPage($Rows) if ($Rows);
 $Collection->GotoPage($Page-1); # SB uses page 0 as the first page
-my $TotalFound =  $Collection->CountAll();

 
 <%ARGS>


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Himanshu
Agrawal
Sent: Thursday, July 13, 2006 2:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Discrepancy in Ticket count and Next / Previous
pagelinks on Search->Display page

After performing a search, the results page displays 'Found X Tickets'
as heading. This count includes tickets for which the user does not have
'Show Ticket' rights.

To reproduce:
1. Create a user (say TestUser) and a queue (say TestQueue) such that
TestUser has rights only in TestQueue.
2. Create a ticket in TestQueue, say Test Ticket.
3. Perform a search - Queue = 'TestQueue'

The Ticket count displayed in heading will not match the actual number
of tickets displayed on results page. Also, as TestQueue contains only a
single ticket, so Next and Previous page links should not be visible.

I am not proficient in Perl and could not infer much from
rt3/share/html/Search/Results.html and
rt3/share/html/Elements/ListActions scripts. Please point me right
direction.

I'm using RT 3.4 on Linux RedHat 9 with Apache 2 and Perl 5.8.8.


Thanks and regards,
Himanshu Agrawal
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RE: [rt-users] Q: build a ticket query that selects empty custom fields

[Schultz, Eric]

What version of RT? 

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of John H.
Nyhuis
Sent: Wednesday, July 12, 2006 2:58 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Q: build a ticket query that selects empty custom
fields

Greetings,

I am trying to build a ticket query that will select all tickets

that have a custom field that did not get filled in by our field techs. 
The custom field I am interested in is a text area.
I have tried a variety of combinations (such as less then 1 and 
white space of various types) but 
empty fields are not considered, and so are not selected.
Has anyone figured out how to do this and would be willing to 
share?

Thanks in advance,

John H. Nyhuis
Sr. Computer Specialist
Dept. of Pediatrics
HS RR349B, Box 356320
University of Washington
Desk: (206)-685-3884
[EMAIL PROTECTED]
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RE: [rt-users] Setting Status to Open via Template

[Schultz, Eric]

Brilliant article! 

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Michael
Liebman
Sent: Wednesday, June 28, 2006 10:55 AM
To: Barry L. Kline
Cc: RT-List Users
Subject: Re: [rt-users] Setting Status to Open via Template

On 6/28/06, Barry L. Kline <[EMAIL PROTECTED]> wrote:

Damn!  Can the list administrator please add a "reply-to"
address for
this mailing list so that clicking on "Reply" sends to the list
and not
to the sender?!  This is my second reply that got sent the wrong

direction.  Thanks...


The short answer is "no". The long answer is
http://www.unicom.com/pw/reply-to-harmful.html. At least that has been
the response in the past, and I, for one, want to keep it that way.

Michael
-- 
Michael S. Liebman  [EMAIL PROTECTED]
   http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
-Paul Newman in "Butch Cassidy & the Sundance Kid" 
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RE: [rt-users] What's the *Maximum* password length in RT?

[Schultz, Eric]

Right, I jumped the gun :-) 

-Original Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED] 
Sent: Monday, June 26, 2006 12:32 PM
To: Schultz, Eric
Cc: Joshua Colson; Philip Kime; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] What's the *Maximum* password length in RT?

On Mon, Jun 26, 2006 at 12:19:39PM -0700, Schultz, Eric wrote:
> It's the max length of the field in the database :-)  This is by
default
> 40, as Joshua mentioned.
> 

No. 40 is the length of the MD5 hash. The password can basically
be as long as you want. Just because the hashed password
is 40 characters loing doesn't mean you only get 40 characters 
of security.
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RE: [rt-users] What's the *Maximum* password length in RT?

[Schultz, Eric]

It's the max length of the field in the database :-)  This is by default
40, as Joshua mentioned.

| Password  | varchar(40)  | YES  | | NULL|
|

Eric Schultz
United Online 

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Joshua
Colson
Sent: Monday, June 26, 2006 12:17 PM
To: Philip Kime
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] What's the *Maximum* password length in RT?

On Mon, 2006-06-26 at 12:09 -0700, Philip Kime wrote:
> Strange question I know but the SOX people are asking - they've asked
> for the minimum length (which is configurable). Now they want to know
> the maximum (!). Anybody have an idea?

By default it is 40 characters.


-- 
Joshua Colson <[EMAIL PROTECTED]>

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RE: [rt-users] Regular Expressions for Custom Field Validation in RT3.6.0

[Schultz, Eric]

I think that may break the regex parsing in MatchPattern() in
CustomField_Overlay.pm.  Unless you are talking about doing something
like:

(?#Year)^[12]\d{3}$

becomes

(?#Year)(^[12]\d{3}$)?

Give it a try and let me know how that works for you :-)

Eric Schultz
United Online

-Original Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED] 
Sent: Monday, June 26, 2006 8:48 AM
To: Schultz, Eric
Cc: Nick Metrowsky; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Regular Expressions for Custom Field Validation
in RT3.6.0

On Mon, Jun 26, 2006 at 08:22:46AM -0700, Schultz, Eric wrote:
> I know what you mean, and I did something like that in my code that I
> backported from 3.5.x to 3.4.x.  I added another regex field that said
> whether something was mandatory or not, where 1 is mandatory, and 0 is
> not:
> 
> (?#Year)(?#0)^[12]\d{3}$year, not mandatory
> (?#Mandatory)(?#1). anything, mandatory
> (?#postal code)(?#1)^[A-Z]{2}$  postal code, mandatory
> 
> The second one is useful for a field where you want anything, don't
care
> how long or what it looks like, so long is it isn't left blank.
> Obviously, I hacked on the RT code a little that reads this stuff to
> accomodate for the second regex group.
> 
> Eric Schultz
> United Online

Eric,

Why add the second regex group when you can wrap the whole
thing in ()? ?

-Todd
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RE: [rt-users] Regular Expressions for Custom Field Validation in RT3.6.0

[Schultz, Eric]

I know what you mean, and I did something like that in my code that I
backported from 3.5.x to 3.4.x.  I added another regex field that said
whether something was mandatory or not, where 1 is mandatory, and 0 is
not:

(?#Year)(?#0)^[12]\d{3}$year, not mandatory
(?#Mandatory)(?#1). anything, mandatory
(?#postal code)(?#1)^[A-Z]{2}$  postal code, mandatory

The second one is useful for a field where you want anything, don't care
how long or what it looks like, so long is it isn't left blank.
Obviously, I hacked on the RT code a little that reads this stuff to
accomodate for the second regex group.

Eric Schultz
United Online

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Todd
Chapman
Sent: Friday, June 23, 2006 2:56 PM
To: Nick Metrowsky
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Regular Expressions for Custom Field Validation
in RT3.6.0

On Fri, Jun 23, 2006 at 01:38:27PM -0600, Nick Metrowsky wrote:
> Hi Everyone,
> 
>  
> 
> Once I was told where Custom Field Validation is maintained in RT
3.6.0,
> I thought I make this small contribution to RT 3.6.0. The following
code
> snippet contains several useful regexp validations. Two of these are
> provided with RT 3.6.0 (Mandatory, Digits), the new additions are as
> follows:
> 
>  
> 
> 1.DateMMDD - Date in -MM-DD or /MM/DD format
> 2.DateMMDD - Date in MM-DD- or MM/DD/ format
> 3.DateDDMM - Date in DD-MM- or DD/MM/ format
> 4.Float - Floating Point Numbers
> 5.Email - Email address format
> 6.IPAddress - IP Address format
> 7.USZipCode5 - US 5 digit Zip Code
> 8.UZZipCode9 - US 9 digit Zip Code
> 9.USZipCode5or9 - US Zip Code (either 5 digit or 9 digit)
> 10.   USTelephone - US Telephone Numbers
> 11.   RowRackHeight - Something used by us locally for locating
> equipment in out data center; Row #, Rack #, and Unit Height # in
Rack.
> 
>  

Nick,

I submitted a patch to Jesse that implements a callback
so that new validations can be easily added. Hopefully the
patch will make it into 3.6.1.

Also, for every validation it would be useful to have
another validation that makes it possible to insert
no data.

For example:

(?#Date)^\d\d\d\d-\d\d-\d\d$
(?#Optional Date)^(\d\d\d\d-\d\d-\d\d)?$

The first requires a date. The second allows a blank
CF, but a date is entered it has to match the format.

-Todd
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RE: [rt-users] How to show list of Cc: in e-mail?

[Schultz, Eric]

$Ticket->CcAddresses

Eric Schultz
United Online 

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Tomasz
Wlodek
Sent: Sunday, June 25, 2006 8:02 AM
To: Undisclosed-recipients
Cc: rt-users@lists.bestpractical.com
Subject: [rt-users] How to show list of Cc: in e-mail?

Hi,

I would like the e-mails with replys to tickets to show the list of Cc:,
right now they hide the Cc. The people who receive the e-mails should
see
all the Cc's.  Can this be done somehow?

Is it possible to add the list of Cc to the template for correspondence,
for example by adding to template correspondence something like

$Ticket->ListOfCc's (Does there exist a field in $Ticket which can give
list of CC's?)



Tomasz Wlodek| tel 631-344-7448
Brookhaven Laboratory, Building 510M | fax 631-344-7616
Upton NY 11973-5000  |

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RE: [rt-users] Persistent Sessions

[Schultz, Eric]

Could this also be the trailing slash problem that has been talked about
a lot on the boards lately?  That is, your webserver is configured to
have a slash at the end, but not RT_SiteConfig.pm, or vice versa?

Eric Schultz
United Online 

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Joshua
Colson
Sent: Tuesday, June 13, 2006 8:31 AM
To: Stefan Lesicnik
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Persistent Sessions

On Mon, 2006-06-12 at 17:46 +0200, Stefan Lesicnik wrote:
> Hi Guys,
> 
> I hope someone can help me.  I have two computers both running Gentoo
> Linux, PHP 5.1.2 / 5.1.4, perl 5.8.8, perl fcgi 0.67 and RT 3.4.5.
> 
> The one machine is using perl, the other using fastcgi. I am
> experiencing pretty much the same problem on both machines. I log into
> the system fine, and when I click on a menu option, i get returned to
> the login page. I have tried this both from Mozilla Firefox and IE.

Are you using a proxy server? If so, try removing the proxy settings
temporarily (assuming you can) and see if the problem persists. I (like
many others) had this problem also and searches of the archives all
seemed to indicate a cookies problem. I had the browser configured to
accept cookies from the sites that I allowed but it still didn't work. I
later found that I was using a proxy server (privoxy, a.k.a. Internet
Junk Buster) that was passing the cookies to me but not back to the site
or something like that.

Good luck.
 
-- 
Joshua Colson <[EMAIL PROTECTED]>

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RE: [rt-users] differentiate tickets created by rt-mailgate

[Schultz, Eric]

Originally, there was a page at
http://wiki.bestpractical.com/index.cgi?IsReplyEmailOrWeb that described
this, but it appears to be gone now.  You can do this in your scrips,
and here is the code:

---
# Get the message attachment
my $msgattr = $self->TransactionObj->Attachments->First;
return 0 if (!$msgattr);  # if no message attachment - assume web UI
return 0 if (!$msgattr->GetHeader('Received'));  # exit if not email
message
---

If you make it past those two lines, it must be an email message.  I've
used this successfully on a few of my queues.

Eric Schultz
United Online

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Luke
Vanderfluit
Sent: Monday, June 12, 2006 8:07 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] differentiate tickets created by rt-mailgate

Hi.

I need to find out which tickets have been created by emails sent in to
RT.
I'm thiking maybe I can add an attribute value with rt-mailgate, haven't

checked the API yet.
Anyone know of a way to do this?

Thanks.
Kind regards.

-- 
Luke Vanderfluit.
Analyst/Programmer.
Internode Systems Pty. Ltd.

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[rt-users] RE: Strange message when changing "Select One Value" CFs inRT 3.4.5

[Schultz, Eric]

I don't know what to tell you about the asset tracker code.  Maybe you
can use the RT code as a hint for how to fix the AT code.

Eric Schultz
United Online 

-Original Message-
From: Philip Kime [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, June 07, 2006 5:54 PM
To: Schultz, Eric; RT users
Subject: RE: Strange message when changing "Select One Value" CFs inRT
3.4.5

Hmm, I tried this but get the same message. However, I'm only seeing
this behaviour with Custom Fields in Assets, not Tickets it seems ...

PK 

-Original Message-
From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
Sent: 07 June 2006 12:38
To: Philip Kime; RT users
Subject: RE: [rt-users] Strange message when changing "Select One Value"
CFs inRT 3.4.5

Since I've made a number of other changes, I can't just give you a
patch.  But yes, I thought it was a bug, and I fixed it thusly in
/path/to/your/rt/lib/RT/Interface/Web.pm (this also works for something
that isn't a "select one value"):

@@ -1217,6 +1217,8 @@
my $cf_values = $Object->CustomFieldValues($cf);

my %values_hash;
+   my @addcfresults = ();
+
foreach my $value (@values) {
next unless length($value);

@@ -1229,17 +1231,20 @@
Value => $value
);
push ( @results, $msg );
+   push( @addcfresults, $msg );
}

}
-   while ( my $cf_value = $cf_values->Next ) {
-   unless ( $values_hash{ $cf_value->Content }
== 1 ) {
-   my ( $val, $msg ) =
$Object->DeleteCustomFieldValue(
-   Field => $cf,
-   Value => $cf_value->Content
-   );
-   push ( @results, $msg);

+   if ([EMAIL PROTECTED] or
!$CustomFieldObj->MaxValues ) {
+   while ( my $cf_value = $cf_values->Next ) {
+   unless ( $values_hash{
$cf_value->Content } == 1 ) {
+   my ( $val, $msg ) =
$Object->DeleteCustomFieldValue(
+   Field => $cf,
+   Value => $cf_value->Content
+   );
+   push ( @results, $msg);
+   }
}
}
} 

Let me know if another diff type would be clearer for you to make the
change to your code.

Eric Schultz
United Online


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Philip
Kime
Sent: Sunday, June 04, 2006 2:37 PM
To: RT users
Subject: [rt-users] Strange message when changing "Select One Value" CFs
inRT 3.4.5

If I change a "Select one value" CF in RT 3.4.5, I get two messages, for
example:
 

*   ClusterCountryCode FR changed to US
*   Custom field value FR could not be found for custom field
ClusterCountryCode

The change is fine and works but the second message is odd (it comes
from CustomField_Overlay.pm) - it looks like it tries to change it twice
and fails the second time because the value is already changed? Any
comments? Is this a bug?
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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RE: [rt-users] Strange message when changing "Select One Value" CFs inRT 3.4.5

[Schultz, Eric]

Since I've made a number of other changes, I can't just give you a
patch.  But yes, I thought it was a bug, and I fixed it thusly in
/path/to/your/rt/lib/RT/Interface/Web.pm (this also works for something
that isn't a "select one value"):

@@ -1217,6 +1217,8 @@
my $cf_values = $Object->CustomFieldValues($cf);

my %values_hash;
+   my @addcfresults = ();
+
foreach my $value (@values) {
next unless length($value);

@@ -1229,17 +1231,20 @@
Value => $value
);
push ( @results, $msg );
+   push( @addcfresults, $msg );
}

}
-   while ( my $cf_value = $cf_values->Next ) {
-   unless ( $values_hash{ $cf_value->Content }
== 1 ) {
-   my ( $val, $msg ) =
$Object->DeleteCustomFieldValue(
-   Field => $cf,
-   Value => $cf_value->Content
-   );
-   push ( @results, $msg);

+   if ([EMAIL PROTECTED] or
!$CustomFieldObj->MaxValues ) {
+   while ( my $cf_value = $cf_values->Next ) {
+   unless ( $values_hash{
$cf_value->Content } == 1 ) {
+   my ( $val, $msg ) =
$Object->DeleteCustomFieldValue(
+   Field => $cf,
+   Value => $cf_value->Content
+   );
+   push ( @results, $msg);
+   }
}
}
} 

Let me know if another diff type would be clearer for you to make the
change to your code.

Eric Schultz
United Online


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Philip
Kime
Sent: Sunday, June 04, 2006 2:37 PM
To: RT users
Subject: [rt-users] Strange message when changing "Select One Value" CFs
inRT 3.4.5

If I change a "Select one value" CF in RT 3.4.5, I get two messages, for
example:
 

*   ClusterCountryCode FR changed to US
*   Custom field value FR could not be found for custom field
ClusterCountryCode

The change is fine and works but the second message is odd (it comes
from CustomField_Overlay.pm) - it looks like it tries to change it twice
and fails the second time because the value is already changed? Any
comments? Is this a bug?
 
PK
 
--
Philip Kime
NOPS Systems Architect
310 401 0407
 
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RE: [rt-users] Spreadsheet view displays more columns than in search

[Schultz, Eric]

Only thing I can think of is that you somehow modified the query before
doing one query vs. the other?  Maybe using the browser navigation vs.
the application navigation?  If the spreadsheet had more, I would say it
could be something with that query being less restrictive, but that's
not the case.

> Thanks Eric,  do you know why I'd be getting different results in
> spreadsheet vs the web list?  On one report I am getting 14 tickets in
> the web view and in the spreadsheet I am getting 11 and the data is
> wrong..  FYI the web results are correct and the spreadsheet 
> is not.  Is
> something not being escaped that is affecting the query?
> 
> -Tim
>  
> 
> -Original Message-
> From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
> Sent: Tuesday, May 23, 2006 3:32 PM
> To: Flynn, Timothy J; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] Spreadsheet view displays more columns than in
> search 
> 
> 
> > When my users are searching for tickets, they select the 
> columns they
> > want and then search.  A lot of them like the spreadsheet 
> view so they
> > can make reports.  One problem is in the spreadsheet view 
> there are a
> > lot of extra columns that they didn't add.  They appear to 
> be most of
> > the default time fields in RT (IE, told date, due date, etc). 
> >  Is there
> > a way to omit these?
> > 
> > RT 3.4.5
> 
> This is what you want:
> http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields
> It was vandalized, so I reverted to the previous saved version.
> 
> Eric Schultz
> United Online
> 
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RE: [rt-users] User creation via e-mail

[Schultz, Eric]

> As far as I can understand when a new user sends e-mail to RT for the
> first time he is created in RT databases, but he cannot logon to RT.
> 
> But what should I do if I do not want to create users by e-mail? only
> registered users should be able to create tickets. If user 
> whose e-mail is
> not in RT database sends an e-mail to RT I want the e-mail to bounce,
> without creating the user in RT databases.
> 
> I do not want the external users to post and create tickets, 
> since this
> invites spam. Is there a smimple way to block user creation by e-mail?
> There must be, I am sure.

Maybe this from RT_Config.pm?

# If $SenderMustExistInExternalDatabase is true, RT will refuse to
# create non-privileged accounts for unknown users if you are using
# the "LookupSenderInExternalDatabase" option.
# Instead, an error message will be mailed and RT will forward the
# message to $RTOwner.
#
# If you are not using $LookupSenderInExternalDatabase, this option
# has no effect.
#
# If you define an AutoRejectRequest template, RT will use this
# template for the rejection message.

Set($SenderMustExistInExternalDatabase , undef);

But it looks like you have to have $LookupSenderInExternalDatabase, and
I don't see that defined in RT_Config.pm.  Also, not sure if you can
fool things and have $LookupSenderInExternalDatabase really be "local".

Eric Schultz
United Online
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RE: [rt-users] Spreadsheet view displays more columns than in search

[Schultz, Eric]

> When my users are searching for tickets, they select the columns they
> want and then search.  A lot of them like the spreadsheet view so they
> can make reports.  One problem is in the spreadsheet view there are a
> lot of extra columns that they didn't add.  They appear to be most of
> the default time fields in RT (IE, told date, due date, etc). 
>  Is there
> a way to omit these?
> 
> RT 3.4.5

This is what you want:
http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields
It was vandalized, so I reverted to the previous saved version.

Eric Schultz
United Online
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RE: [rt-users] Multiple tickets per incoming email

[Schultz, Eric]

United *On*line, not United *Air*lines :-)

Eric Schultz
United *On*line 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Vivek Khera
> Sent: Monday, May 22, 2006 2:08 PM
> To: RT-Users list
> Subject: Re: [rt-users] Multiple tickets per incoming email
> 
> 
> On May 18, 2006, at 11:37 AM, Schultz, Eric wrote:
> 
> > Eric Schultz
> > United Online
> 
> Heh... i'm reading and responding to my email (offline) on a United  
> flight from frankfurt to washington... when do we get satellite  
> hookups to the net?  Then I could check my RT status too... :-)
> 
> 
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RE: [rt-users] Email Address question

[Schultz, Eric]

On 5/16/06, Jesse Vincent <[EMAIL PROTECTED]> wrote: 




On Tue, May 16, 2006 at 12:22:01PM -0500, Kristopher
Lusk wrote:
> Hi List,
>
>
>
> I'm trying to add a new user via the web interface who
happens to have a
> hyphen in their email address.  RT does not like this
and is complaining 
> about an illegal value in the email address ( User
18682: EmailAddress:
> Illegal value for EmailAddress ).  For instance, if
Best Practical's domain
> was best-practical.com 
instead of bestpractical.com, someone's email address
> would be [EMAIL PROTECTED]  How would I add this
person as a user? 
> Does putting double quotes around the address actually
work?
>

It's not the hyphen that's getting in your way.
It's a horrible error message. But it means they're
already in RT as a
user. Search for users by email address. Find them.
Click "Allow this 
user to access RT"

Jesse
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After reading this (and having trouble changing my email address
in RT), I checked and found about six variaitions of my name in the RT
Users table. All are legitimate variations, like
[EMAIL PROTECTED], [EMAIL PROTECTED],
[EMAIL PROTECTED], etc. Most were probably created when I
emailed in a ticket from various addresses, or when my email client was
configured slightly differently. I think we have several other users in
the same boat. 

Is there any way to "merge" users the way we can merge multiple
tickets that are really about the same issue? Otherwise, I think the
best solution is to set the email fields to [EMAIL PROTECTED] so I can set
the email address on my 'real' account correctly.

-- 
sockmonk 



Do a search for all tickets owned by the duplicate users, and do bulk
updates to get them all to the user who you want to be the correct one.
For instance, do a query where Watcher.EmailAddress =
'[EMAIL PROTECTED]', and then for all of those tickets,
do a bulk update where you change the Watcher to whatever email you
choose.  Do this for all tickets owned/requested as well.  Then you can
start nulling out the user fields.  However, I would leave the Username
and Email field as is, so that if you try to use one of those in the
future, the system complains or bounces your email, forcing you to use
the "correct" one.

Eric Schultz
United Online
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RE: [rt-users] removing an email address from an incoming ticket?

[Schultz, Eric]

> I tend to use RT in a 'stealth' manner, in that I encourage 
> my users to
> send an email to me directly, then I'll bounce it to the 
> relevant queue
> after I've determined that it's a job to look at ... 
> 
> Unfortunately this means that I end up as a Cc: on the ticket, which 
> means I get a duplicate copy of any email associated with it ...
> 
> Is there any easy way to prevent that behaviour?

Make sure that $ParseNewMessageForTicketCcs in RT_SiteConfig.pm is set
to 0.

Eric Schultz
United Online
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RE: [rt-users] Custom fields: pull info from a database?

[Schultz, Eric]

> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Todd Chapman
> Sent: Thursday, May 18, 2006 1:23 PM
> To: Nate Carlson
> Cc: RT-Users@lists.bestpractical.com
> Subject: Re: [rt-users] Custom fields: pull info from a database?
> 
> On Thu, May 18, 2006 at 02:51:27PM -0500, Nate Carlson wrote:
> > On Thu, 18 May 2006, Todd Chapman wrote:
> > >That is a feature of RT 3.8. I will be looking to 
> back-port it into 3.6. 
> > >Not sure how soon though...
> > 
> > Ah, great!
> > 
> > So is 3.8 the currenty '3.7-EXPERIMENTAL' branch?
> > 
> 
> Yes.

And if you backport it to 3.6, maybe I can backport it to 3.4 :-)

Eric Schultz
United Online
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RE: [rt-users] Multiple tickets per incoming email

[Schultz, Eric]

> At Thursday 5/18/2006 11:08 AM, Schultz, Eric wrote:
> 
> >And I've noticed that this happens for "large" attachments - in some
> >cases at only 2MB, but definitely around the 5 or 10MB 
> range.  BTW, this
> >is only for an Oracle backend - I have the exact same 
> configuration with
> >a MySQL backend, and there isn't a problem.  Never did 
> figure out what
> >the problem was with Oracle, just turned on the attachment size
> >limitation in RT's site config, and made it 1MB.  Never did 
> figure out
> >what was wrong with Oracle to cause this, so if this is your 
> RDBMS, and
> >you figure it out, I'd love to know :-)  On the plus side, 
> it caused me
> >to write some smarter attachment handling code for both the 
> web UI and
> >the email interface.
> >
> >Eric Schultz
> >United Online
> 
> We are also using Oracle (9.2.0) and I believe the problem is caused 
> by large attachments. I don't have any ideas about why Oracle would 
> be slow to handle these attachments.
> 
> I'd be interested to hear about what you did in the code to handle 
> attachments better.
> 
> Thanks,
> Steve 

Ideally, I'd put this and other code I've written on the wiki.  But I
don't have an account.  When I tried to create a new page as
AnonymousGnome, I found that there was a content-length limitation, so I
couldn't post everything I did for my change.  People have been asking
for other modifications I have made as well, such as my bulk edit for
custom fields code, or the bugfixes for the mandatory custom field code
that I backported from 3.5.x to 3.4.x.  Etc.

Eric Schultz
United Online
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RE: [rt-users] Multiple tickets per incoming email

[Schultz, Eric]

> Stephen Turner wrote:
> > We've just started having multiple, identical, tickets 
> generated by some
> > mail messages sent to RT. I suspect this is not a problem 
> with RT, but I
> > just wanted to ask - has anyone encountered this problem before?
> > 
> 
> Yes. I've found this to happen when the message in question 
> causes RT to
> spend an insane amount of time processing it. So, the mailgate times
> out, but RT finishes processing the messageand then the mailgate
> submits it again. "mailq" on your mail server and see if the 
> message is
> still queued for submission.  The quick-and-easy fix is to change the
> --timeout on your mail aliases

And I've noticed that this happens for "large" attachments - in some
cases at only 2MB, but definitely around the 5 or 10MB range.  BTW, this
is only for an Oracle backend - I have the exact same configuration with
a MySQL backend, and there isn't a problem.  Never did figure out what
the problem was with Oracle, just turned on the attachment size
limitation in RT's site config, and made it 1MB.  Never did figure out
what was wrong with Oracle to cause this, so if this is your RDBMS, and
you figure it out, I'd love to know :-)  On the plus side, it caused me
to write some smarter attachment handling code for both the web UI and
the email interface.

Eric Schultz
United Online
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RE: [rt-users] Distinguish between the comments in ticket

[Schultz, Eric]

Searchable archive: http://lists.bestpractical.com/search.html
 
Eric Schultz
United Online

  
  
  From: [EMAIL PROTECTED] 
  [mailto:[EMAIL PROTECTED] On Behalf Of 
  Kristopher LuskSent: Monday, May 08, 2006 12:59 
  PMTo: 'Kristopher Lusk'; 
  rt-users@lists.bestpractical.comSubject: RE: [rt-users] Distinguish 
  between the comments in ticket
  
  
  Hi again 
  List,
   
  So, has this one been 
  asked before?  Oh, and I am running v. 
3.2.2.
  Also, can someone 
  provide me with a link to the/a searchable 
  archive?
   
  Thanks,
  Kristopher
   
  
  
  
  
  From: 
  [EMAIL PROTECTED] 
  [mailto:[EMAIL PROTECTED] On Behalf Of Kristopher LuskSent: Monday, May 08, 2006 9:15 
  AMTo: 
  rt-users@lists.bestpractical.comSubject: [rt-users] Distinguish between 
  the comments in ticket
   
  Is there is a way to color code the 
  different comments in the RT ticket system?  For example, if you want 
  Customer Comments to appear differently than your Own (in-house) Comments, how 
  could we accomplish 
this?
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RE: [rt-users] Edit Ticket

[Schultz, Eric]

> is it posible to edit an existing ticket?
> 
> (i.E if there is a mistake in spelling)
> 
> Thanks for all help,
> 
> Matthias

Sure, if you edit the information the database :-)  Here's the query I
use to get the right rows out of the database:

SELECT * FROM attachments WHERE transactionid IN (SELECT id FROM
transactions WHERE objectid = $ticket) AND contenttype = 'text/plain'

I actually have a script that wraps around this query display each piece
of content one piece at a time in an editing session, and if the temp
file changes on disk that I used for this, then I update the information
for that "attachment" in the database.  This is useful for when someone
accidentally puts sensitive information in a ticket, like a password.  I
don't fix content for typoes, else I'd be doing nothing else all day :-)

Eric Schultz
United Online
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RE: [rt-users] Images in Tickets

[Schultz, Eric]

I commented out this section of code in
/share/html/Ticket/Elements/ShowTransactionAttachments:

#elsif ( $message->ContentType =~ /^image\//i ) {
#$m->out('' );
#}

Hope this helps!

Eric Schultz
United Online



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nick
Metrowsky
Sent: Monday, May 08, 2006 6:54 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Images in Tickets



Hi Everyone,

 

Once in a while we receive SPAM into our ticket queues, with
embedded images. Is there a way to configure Request Tracker to not
display the images when a ticket it viewed? Attachments can only be
viewed when one click on a link; is it possible for images as well?

 

Take care!

 

Nick

 



-

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

[EMAIL PROTECTED] 


DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com  



-

 

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RE: [rt-users] Restoring Mysql - Max_allowed_packet-

[Schultz, Eric]

You can:

- restart the mysql daemon with the size of max_allowed_packet increased
(as specified in my.cnf):

[mysqld]
max_allowed_packet=16M

- with an already running daemon, (at least, on 4.x), enter at the mysql
prompt:

mysql> set global max_allowed_packet=16777216;

(this sets it to 16MB).

If you did your dump with extended inserts, you will have to make this
much bigger.



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Sebastian
Suarez
Sent: Thursday, May 04, 2006 10:46 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Restoring Mysql - Max_allowed_packet-



Hi guys,

Im trying to restore my RT database (.sql dump backup) into my
new box (running FC4 - RT3.5.5)

The following error appears:

ERROR 1153 (08S01) at line 129: Got a packet bigger than
'max_allowed_packet' bytes

Doing some google I found and try this
http://dev.mysql.com/doc/refman/5.0/en/packet-too-large.html but without
look.
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RE: [rt-users] more results listed than shown?

[Schultz, Eric]

I ran into the same problem a few months ago.  It has to do with the
fact that the function that is counting the total number of tickets
found doesn't take into account whether the user has permission to view
them, but the function that then displays those tickets does take that
into account.  I made a kludgy hack for this, but since you're doing a
perms scan twice, it will make your performance take between a 10 and
20% performance hit.

For prior history from the mailing list, go to
http://lists.bestpractical.com/search.html and search on "Bug when
returning count of tickets found" - the first three links are the
relevant ones, my initial find, my kludgy hack (I think I changed it
again after this, though), and Jesse's response about why it's done the
way that it is.

Eric Schultz
United Online

> I have created saved searches to show us various tickets outstanding
> for one reason or another - in one example i get WAY more results
> found (170) than displayed (more like 60)
> 
> i have 4 pages of results for this query - though some of the pages
> only have 10 or so tickets listed...
> 
> what are these phantom tickets that are being found?
> 
> Here is the query I used :
> 
> Status != 'stalled'
> AND LastUpdated < '-48 hours'
> AND Created < '-48 hours'
> AND Status != 'resolved'
> AND Status != 'rejected'
> AND Status != 'deleted'
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RE: [rt-users] Detecting "new" ticket in a template

[Schultz, Eric]

Whoops, neglected to see that you wanted to do something in the
template.  Sorry.

> Right, and this brings us back to having 3 scrips and 3 
> templates again 
>   :(
> 
> That's why I am trying to figure out how to do it in the template.
> 
> Thanks,
> Sam
> 
> Joshua Colson wrote:
> > On Thu, 2006-04-27 at 08:57 -0700, Schultz, Eric wrote:
> >
> >   
> >> I believe you want this in your Custom Condition section:
> >>
> >> # Process only if this is a new ticket.
> >> return 1 if ($self->TransactionObj->Type eq 'Create');
> >>
> >> 
> >
> > Isn't that just what the 'On Create' standard condition does?
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RE: [rt-users] Detecting "new" ticket in a template

[Schultz, Eric]

> I have a customer who wants to tailor his template verbiage 
> based upon 
> if the ticket is New, Updated, or Resolved ... I was originally just 
> going by the $Ticket->Status in the template, but they have a funny 
> habit of creating the ticket with the "open" status.  Obviously, this 
> throws off the template.
> 
> I have been trying to figure out if I can access the previous 
> value of 
> the $Ticket->Status, but so far have struck out.  I've played with 
> trying to get the list of transactions for the ticket, but if it's in 
> there, I can't get the right magic to work.

I believe you want this in your Custom Condition section:

# Process only if this is a new ticket.
return 1 if ($self->TransactionObj->Type eq 'Create');

And set Condition to "User Defined".  This will help you determine if
the ticket has just been created (whether it's a status of "new" or
"open" or whatever).  I believe you can also use this to check other
transactions, like 'Resolve'.
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RE: [rt-users] changing resolve default to "reply to request"

[Schultz, Eric]

In /share/html/Ticket/Elements/Tabs, search for the
part where it says title => loc('Resolve'), (which, in my code, is
$actions->{'B'}), and change it from Action=Comment to Action=Respond in
the Update.html URL.

Eric Schultz
United Online



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of JP
Chilumula
Sent: Monday, April 24, 2006 10:55 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] changing resolve default to "reply to
request"


Amigos,

Hi!!

When I click on Resolve, the Update Type dropdown defaults to
"Comments(Not Sent to requestors)". However I want it to default to
Reply to Requestors. 

If someone could point me where I can change this, I'd highly
appreciate it!!

Warmest Regards,
JP.


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RE: [rt-users] Custom Statuses

[Schultz, Eric]

Yes, it should all work automatically.  You don't have a dev/test
instance to test this on? 

Eric Schultz
United Online

> -Original Message-
> From: Brad Pinkston [mailto:[EMAIL PROTECTED] 
> Sent: Tuesday, April 18, 2006 1:03 PM
> To: Schultz, Eric; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] Custom Statuses
> 
> So is this a yes?  Is everything working 100% with this 
> setup?  Does the
> HTML automatically give you the new statuses as the option, or is that
> hardcoded?
> 
> 
> Brad Pinkston
> Senior Systems Administrator
> New Media Gateway
> O: 214.206.3485
> M: 469.682.6487
> F: 303.496.2712
>  
> 
> -Original Message-
> From: Schultz, Eric [mailto:[EMAIL PROTECTED] 
> Sent: Wednesday, April 12, 2006 1:17 PM
> To: Brad Pinkston; rt-users@lists.bestpractical.com
> Subject: RE: [rt-users] Custom Statuses
> 
> I noticed that the link you reference says you can't have a status
> longer than 10 characters.  Does anyone know why this is?  
> That explains
> why I got the error it describes for a status of 
> "resolved_notdone".  I
> thought it may have been the underscore, but I never looked into it.
> 
> 
> 
>   From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf Of Brad
> Pinkston
>   Sent: Wednesday, April 12, 2006 10:25 AM
>   To: rt-users@lists.bestpractical.com
>   Subject: [rt-users] Custom Statuses
>   
> 
>   Is adding custom statuses like this really work this easily?
> Has anyone had any trouble with this procedure?
> 
>   http://wiki.bestpractical.com/index.cgi?CustomStatuses
> 
> 
> 
>   Brad Pinkston
>   Senior Systems Administrator
>   New Media Gateway
>   O: 214.206.3485
>   M: 469.682.6487
>   F: 303.496.2712
> 
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RE: [rt-users] Searching for tickets with null date

[Schultz, Eric]

> I'm trying to do a search in the Query Builder interface for tickets 
> with null Told (Last Contacted) date - I can't figure out how to do 
> it. Does anyone know how?

Here's what I suggest, since this seems to be a problem with RT not
knowing how to query for null dates.

1. mysql> alter table Tickets change Told Told datetime not null default
'-00-00 00:00:00';
2. mysql> update Tickets set Told='-00-00 00:00:00' where Told is
null;
3. TicketSQL: Told < '1980-01-01 00:00:00'

Or you can use some other really old date for 3.  But now, you're
dealing with valid datetime values rather than NULL, so the query with
the comparison operator will work.  Also note, this will not affect how
"Last Contact" is displayed in the ticket display screen (it will still
say "Not set").  Funny thing, however, is that this TicketSQL:

Told = '-00-00 00:00:00'

will not work.  Probably due to a problem someone else posted in the
list in the past day, about there being some weird off by one date
calculation/string conversion or something.

Eric Schultz
United Online
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RE: [rt-users] Custom Statuses

[Schultz, Eric]

> -Original Message-
> From: Joshua Colson [mailto:[EMAIL PROTECTED] 
> Sent: Wednesday, April 12, 2006 11:33 AM
> To: rt-users@lists.bestpractical.com
> Cc: Schultz, Eric
> Subject: RE: [rt-users] Custom Statuses
> 
> On Wed, 2006-04-12 at 11:17 -0700, Schultz, Eric wrote:
> > I noticed that the link you reference says you can't have a status
> > longer than 10 characters.  Does anyone know why this is?  
> That explains
> > why I got the error it describes for a status of 
> "resolved_notdone".  I
> > thought it may have been the underscore, but I never looked into it.
> 
> Because the field in the database is defined as 'Status VARCHAR(10)'.
> Which means that the database will not accept a value of Status longer
> than 10 characters.
> 
> HTH
> 
> Joshua Colson

Oh, DUH :-)  Guess I could have checked this myself.  In that case,
issue this command to increase the upper limit on Status in MySQL:

ALTER TABLE Tickets CHANGE Status Status varchar(32);

Yes, "Status" should be there twice.  I chose 32 because I like powers
of 2 in my schema :-)  Of course, the smarter thing would be to make all
the columns char rather than varchar so you don't have to worry about
irregular length records, and don't make the fixed-length field much
larger than you need.  If you can get by with 16 or 24 above, then do
it.  Once they are all fixed length, you get speedier queries.  Other
changes I would make include making Disabled and all of the Priority
columns a tinyint (this puts a hard limit of 255 for the largest value,
and uses half as much storage), and using timestamp rather than datetime
for the date fields (since we don't extract the time separately and the
former uses half the storage).  When you get into the realm of 100,000
tickets, you can save a few megabytes in doing this.
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RE: [rt-users] Custom Statuses

[Schultz, Eric]

I noticed that the link you reference says you can't have a status
longer than 10 characters.  Does anyone know why this is?  That explains
why I got the error it describes for a status of "resolved_notdone".  I
thought it may have been the underscore, but I never looked into it.



From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Brad
Pinkston
Sent: Wednesday, April 12, 2006 10:25 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom Statuses


Is adding custom statuses like this really work this easily?
Has anyone had any trouble with this procedure?

http://wiki.bestpractical.com/index.cgi?CustomStatuses



Brad Pinkston
Senior Systems Administrator
New Media Gateway
O: 214.206.3485
M: 469.682.6487
F: 303.496.2712
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RE: [rt-users] TicketSQL, QueryBuilder search construction for returning ticketid's which don't have a specifc Requestor.Name

[Schultz, Eric]

 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Alex Strachan
> Sent: Tuesday, April 11, 2006 9:31 PM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] TicketSQL,QueryBuilder search 
> construction for returning ticketid's which don't have a 
> specifc Requestor.Name
> 
> TicketSQL question when searching on Requestor.Name.  I have 
> reviewed the
> Wiki and the RT book but been unable to construct a TicketSQL 
> statement to
> return my requirements.
> 
> The QueryBuilder shows the same result set.  Is it something 
> to do with
> joins?
> 
> OS: RHES4, RT: 3.4.5
> 
> Setup:
>   ticket/100  contains
>   Requestors: ReqA, ReqB
>  
>   ticket/101 contains
>   Requestors: ReqA
>  
> Command:
>   rt list -i "Requestor.Name != 'ReqB'"
>   ->ticket/100
>   ->ticket/101
> 
> What is the TicketSQL construct that would return ticket/101 only ?   
> 
> 
> Using LIKE, NOT LIKE I'm still unable to return the single ticket.
> 
>  
> Alex Strachan

It has to do with how the schema is set up.  I ran into the same
problem, and unfortunately, there doesn't appear to be a solution other
than refactoring the DB schema.  In fact, I filed a bug for this:
http://rt3.fsck.com/Ticket/Display.html?id=7197.  You'll see the kind of
queries I am trying to do there.  It wasn't working in any of the 3.4.x
or 3.5.x code.  I had thought that something like doing a UNION
somewhere in the query might be the solution, but I hadn't sat down to
think it through.  The problem is getting that into the searchbuilder
code abstractly.

Eric Schultz
United Online
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RE: [rt-users] Tools for auditing user/group permissions? (3.4.5)

[Schultz, Eric]

 

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of JB Segal
> Sent: Monday, April 10, 2006 3:04 PM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Tools for auditing user/group permissions? (3.4.5)
> 
> Is there any good way - a built-in that I'm not aware of, a nice
> external add-on, whatever - to get a readable report on all 
> my users and
> what permissions they have?
> 
> I've got someone noting
> > > Ok, got it.  But I still argue that either:
> > >
> > > 1. I should be able to see any comment I have posted 
> regardless of the
> > > lists I'm on, or
> > >
> > > 2. I should not be able to post comments if I'm not 
> privileged to see
> > > them.
> > >
> > >
> and my boss replying:
> 
> > Agreed with #2. That you can suggests that something is 
> incorrect in the
> > permissions somewhere. JB should fix that.
> 
> So it seems that it's time for me to do a full system
> user(-and-thus-group) audit and figure out who can do what where (and
> via what permissions grant.)
> 
> Anyone have any ideas?
> 
> Thanks in advance,
> JB
> --

RTx::RightsMatrix...

http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Right
sMatrix.pm
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RE: [rt-users] Searching for the To: field within RT?

[Schultz, Eric]

> -Original Message-
> From: Travis Campbell [mailto:[EMAIL PROTECTED] 
> Sent: Monday, April 10, 2006 1:18 PM
> To: Schultz, Eric
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Searching for the To: field within RT?
> 
> Schultz, Eric wrote:
> >> Why not have sendmail/postfix log which mails come to 
> those address?
> >>
> 
> > Or have a scrip that changes the subject, sets a custom 
> field, moves it
> > to a "legacy" queue, or emails you when you get an email 
> sent to such an
> > address?
> 
> Because I'm just looking for the tickets.  This particular 
> configuration
> has been in place for six months and I've been asked to find out which
> tickets already match this condition.
> 
> Travis

In that case, you would have to do a SQL query:

SELECT Headers FROM Attachments WHERE Headers LIKE '%To:
<[EMAIL PROTECTED]>%';

If you only want this for when a new ticket was created via email
(rather than for responses to those tickets), add: 

AND Headers NOT LIKE '%Thread-Topic: [%'

Or whatever you have set as $rtname in RT_SiteConfig.pm.  And then have
a Perl script that just greps out the From: line from all of those
headers.


Eric Schultz
United Online
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RE: [rt-users] Searching for the To: field within RT?

[Schultz, Eric]

> Why not have sendmail/postfix log which mails come to those address?
> 
> 
> Travis Campbell wrote:
> > Hello,
> >
> > Is there an easy way to search for an email address that has a 
> > specific To:
> > address?
> >
> > Here's why I want to do this:
> >
> > I have RT set up so that isRTAddress() recognizes some of 
> our legacy 
> > support
> > addresses that we've been required to keep for 
> non-technical reasons.  
> > I'm
> > trying to find out which of our customers is still using these old 
> > addresses,
> > so I'd like to search for any tickets that came into that address.
> >
> > Is there any way to use RT's search interface to do this or 
> am I going to
> > have to grovel through the Attachments table and work my 
> way backwards to
> > find this information?
> >
> > Travis
> 
> -- 
> Drew Barnes
> Applications Analyst
> Raymond Walters College
> University of Cincinnati

Or have a scrip that changes the subject, sets a custom field, moves it
to a "legacy" queue, or emails you when you get an email sent to such an
address?

Eric Schultz
United Online
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RE: [rt-users] top 10 view pruned to < 10 by permissions

[Schultz, Eric]

> -Original Message-
> From: [EMAIL PROTECTED] 
> [mailto:[EMAIL PROTECTED] On Behalf 
> Of Vivek Khera
> Sent: Thursday, April 06, 2006 6:38 PM
> To: RT-Users list
> Subject: [rt-users] top 10 view pruned to < 10 by permissions
> 
> I just set up some groups to split off queues from people who don't  
> need to see them.  However, now the top 10 tickets view shows < 10  
> tickets to some people because they don't have permissions to see  
> them.  This looks really funny when they only see 3 tickets when  
> there are enough for them to see 10 from queues to which they 
> do have  
> permission.
> 
> Is there some way to make that top 10 view really be the 10 that the  
> user is allowed to see rather than the subset of the top 10 overall?

Which section are you talking about?  If this is the "10 newest unowned
tickets", what I did was made sure that I only showed tickets in queues
that that could person could own tickets in.  Here's the code I have in
my <%init> section:

<%init>
my $rows = $RT::MyRequestsLength;

# This next section of code will limit unowned tickets to only be
# those that are in a queue that a user can own tickets in.
my $q = new RT::Queues($session{'CurrentUser'});
$q->UnLimit;
my @queues;

while (my $queue = $q->Next) {
if ($queue->CurrentUserHasRight( 'OwnTicket' )) {
push( @queues, "Queue = \'" . $queue->Name . "\'" );
}
}

my $Query = "";

if (@queues) {
$Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')
AND ( " . join( " OR ", @queues ) . " )";
}

my $QueryString = '?' . $m->comp('/Elements/QueryString',
Query => $Query,
Order => 'DESC',
OrderBy => 'Priority') if ($Query);



Hope that solves your problem!

Eric Schultz
United Online
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