Re: [rt-users] RTx::AssetTracker problem: Cannot add new asset
Alan Hi You need to get hold of the latest code drop for AT this has a fix in it for the button problem look for something along these lines rg1-rt-extension-assettracker-2.0.0b2-5 on https://github.com/chakatodd/rt-extension-assettracker Regards Simon From: Alan Murrell [mailto:li...@murrell.ca] Sent: 28 October 2012 22:50 To: rt-users@lists.bestpractical.com Subject: [rt-users] RTx::AssetTracker problem: Cannot add new asset Hello, I am running RT3.8 on a Debian Squeeze server. I have installed AssetTracker 2.0.0b2. I am able to create asset types, custom fields, etc., however in the upper right were New Asset of Type should be (so I can add and asset), it shows the code instead of the actual button: LABEL ACCESSKEY=9 SELECT NAME =Type onchange=document.CreateAssetOfType.submit() class=select-queue OPTION VALUE=6 0 Application /OPTION OPTION VALUE=5 0 Components /OPTION OPTION VALUE=1 0 Computers /OPTION OPTION VALUE=2 0 Network /OPTION OPTION VALUE=3 0 Peripherals /OPTION OPTION VALUE=4 0 Storage /OPTION /SELECT /LABEL The above is what displays instead of the button. Any idea what is wrong and how I might fix it? Thanks! :-) -A. We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Who is Doctor Helga ?
Thomas Hi When a tickets is raised by email if the user doesn’t exist it is created, these are tagged as being auto generated its not a bug. If you have a problem with tickets being created by spam and I am sure most of us have at some time since starting with RT you should put some sort of filter in place. Perhaps BP could put in a config item which says to only open tickets from registered users, maybe there is a function in 4.0.6 not usre haven’t got to that yet. Regards Simon -Original Message- From: Thomas Sibley [mailto:t...@bestpractical.com] Sent: 23 August 2012 18:39 To: rt-users@lists.bestpractical.com Cc: rt-b...@bestpractical.com Subject: Re: [rt-users] Who is Doctor Helga ? On 08/23/2012 08:57 AM, Rob Lister wrote: On Thu, Aug 23, 2012 at 10:43:27AM -0400, Kevin Falcone wrote: On Thu, Aug 23, 2012 at 03:03:11PM +0100, Rob Lister wrote: RT's output (slightly anonymized) Subject: Re: [TICKET #1234] Test From: Doctor Helga via RT supp...@lonap.net -- Is that what RT shows in the outgoing email or what the mail client sees? It's what RT puts in there. And you're right, it's getting it from the user name. My guess is that somebody spammed us with a From: header of: From: Doctor Helga supp...@lonap.net To: supp...@lonap.net And it auto-created that user. You can look in the database or use the Perl API to see deleted tickets created by that user and verify this. You can also see who the user was created by in the database (RT_System vs. someone else). I'd argue that there are two bugs here: 1) That users can get created with an email address (or updated to an email address) for which RT::EmailParser-IsRTAddress returns true. 2) That addresses for which IsRTAddress returns true are not filtered out at the time the sender/creator is determined.
Re: [rt-users] REST API and Saved Searches
Kevin Hi The spreadsheet feed is how we extract the data currently, what I am trying to end up with is a fully automated spreadsheet, where the manager opens the spreadsheet the data is collected using data import inside the spreadsheet and the data is then presented in various ways. I have tried various ways either with the REST API and also by using the URL used by RT to generate the spreadsheet but excel complains that the URL is too long. I am beginning to think that this is not possible without using SQL and joining all the tables together. Again thank you for your help and patience Simon -Original Message- From: Kevin Falcone [mailto:falc...@bestpractical.com] Sent: 20 August 2012 17:42 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] REST API and Saved Searches On Mon, Aug 20, 2012 at 04:02:27PM +0100, Simon Dray wrote: Thanks for taking the time to answer but the RSS feed doesn't give me the data and formatting I wanted, the result I was trying to get was the same as an output directly to the spreadsheet. My SQL is not good enough to stitch all the bits together. I am trying to make easy for management to just run the spreadsheet and then use excel to extract the data locally, I know the correct way is to do a MYSQL query and then do joins for the tables but my knowledge stops at getting one table let alone 7 or 8 I wasn't suggesting the RSS feed, I was suggesting the Spreadsheet Feed. -kevin -Original Message- From: Kevin Falcone [mailto:falc...@bestpractical.com] Sent: 20 August 2012 15:40 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] REST API and Saved Searches On Fri, Aug 17, 2012 at 12:40:52PM +0100, Simon Dray wrote: I am trying to use REAST API from excel and can do simple queries but want to use a saved search does anyone know of REST command line that can do this, I want to import the saved search out into a spreadsheet You cannot access saved searches via the REST API. Save searches can be exported out to spreadsheets from the Feeds tab in the web UI. -kevin
Re: [rt-users] REST API and Saved Searches
Kevin Hi Thanks for taking the time to answer but the RSS feed doesn't give me the data and formatting I wanted, the result I was trying to get was the same as an output directly to the spreadsheet. My SQL is not good enough to stitch all the bits together. I am trying to make easy for management to just run the spreadsheet and then use excel to extract the data locally, I know the correct way is to do a MYSQL query and then do joins for the tables but my knowledge stops at getting one table let alone 7 or 8 Best regards Simon -Original Message- From: Kevin Falcone [mailto:falc...@bestpractical.com] Sent: 20 August 2012 15:40 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] REST API and Saved Searches On Fri, Aug 17, 2012 at 12:40:52PM +0100, Simon Dray wrote: I am trying to use REAST API from excel and can do simple queries but want to use a saved search does anyone know of REST command line that can do this, I want to import the saved search out into a spreadsheet You cannot access saved searches via the REST API. Save searches can be exported out to spreadsheets from the Feeds tab in the web UI. -kevin
[rt-users] REST API and Saved Searches
Greetings I am trying to use REAST API from excel and can do simple queries but want to use a saved search does anyone know of REST command line that can do this, I want to import the saved search out into a spreadsheet TIA Simon
[rt-users] Help needed with AT (Asset Tracker)
RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565.
Re: [rt-users] Help needed with AT (Asset Tracker)
Torsten Hi I have tried Owner.Name = '__CurrentUser__' no joy comes back with 0 Also tried Owner.RealName Spent most of the morning trying to fathom this out , I cannot see how __CurrentUser__ is worked out in the AT search Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.br...@kuehne-nagel.com] Sent: 08 March 2011 13:29 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch - put to homepage Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Simon Dray Gesendet: Dienstag, 8. März 2011 14:04 An: RT List Betreff: [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565.
Re: [rt-users] Help needed with AT (Asset Tracker)
Torsten Any help on this would be greatly appreciated. Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.br...@kuehne-nagel.com] Sent: 08 March 2011 13:45 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, current user should reflect the id (?) of the currently logged in user, but now i see, this is not selectable by AT Query Builder - this could be a bug or simply forgotten. Will update you (or todd if he is wake) Torsten Von: Simon Dray [mailto:simon.d...@antplc.com] Gesendet: Dienstag, 8. März 2011 14:40 An: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID; RT List Betreff: RE: [rt-users] Help needed with AT (Asset Tracker) Torsten Hi I have tried Owner.Name = '__CurrentUser__' no joy comes back with 0 Also tried Owner.RealName Spent most of the morning trying to fathom this out , I cannot see how __CurrentUser__ is worked out in the AT search Regards Simon From: Brumm, Torsten / Kuehne + Nagel / Ham MI-ID [mailto:torsten.br...@kuehne-nagel.com] Sent: 08 March 2011 13:29 To: Simon Dray; RT List Subject: AW: [rt-users] Help needed with AT (Asset Tracker) Hi Simon, this should work the same way like inside RT, something like Status = 'production' AND Owner.Name LIKE 'root' (or better __CurrentUser__ Then save as a savedSearch - put to homepage Torsten Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne Von: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Simon Dray Gesendet: Dienstag, 8. März 2011 14:04 An: RT List Betreff: [rt-users] Help needed with AT (Asset Tracker) RT 3.8.9 AT version Last Release from Todd I wonder if anyone can help me, I want to be able to offer the users of AT a view similar to My Tickets this would display the assets currently assigned to them when they login. If anyone can help it would be greatly appreciated Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com HbbTV Specification Approved By ETSI... http://www.antplc.com/pr_010710.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565.
Re: [rt-users] Queue q
Its only special if you are using the Approvals module -Original Message- From: Ian Pellew [mailto:ipel...@yahoo.com] Sent: 21 April 2010 12:57 To: RT List Subject: [rt-users] Queue q Is there anythinng special about __Approvals Queue ? Should it be enabled ? Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help with identifying which files to edit in RT 3.8.7 for Dashboard subsriber emails
Hi I have 3.8.7 RT, I use the Dashboard mechanism to send out reports to subscribers on a daily basis, the majority of the subscribers use handheld devices (HTC). I would like to be able to change the scripts so that the mail they receive does not have a blue background or even better is plain text rather than html. Does anyone have any ideas as to how I can achieve this TIA Best regards Simon Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help with RT 3.8.7 and AT 1.2.4b
Hi, I am in the midst of upgrading my dev system and have a hit the following issue when trying to assign permissions via Modify people related to type Asset name I get the following message in /var/log/messages Mar 31 13:35:48 x RT: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) Mar 31 13:36:22 x RT: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) And in /var/log/httpd/error_log [Wed Mar 31 12:38:10 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) [Wed Mar 31 12:39:04 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) [Wed Mar 31 12:43:42 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) I am logged into RT as root to work on this Any help would be appreciated RT 3.8.7 AT 1.2.4b1 Regards Simon Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Vexed by Permission Denied
Todd You may find that you need to add modify ticket either at user or group level Simon -Original Message- From: Todd Herr [mailto:t...@theherrs.net] Sent: 17 February 2010 00:43 To: rt-users@lists.bestpractical.com Subject: [rt-users] Vexed by Permission Denied or maybe I just need a clue by four with regard to rights. Since migrating from 3.6.0 to 3.8.6, we've been getting reports of people getting permission denied errors from time to time. I know this is a common problem, and I thought I'd taken steps to fix it, based on what I'd read, but today proved otherwise, so I'm going to throw myself on the the mercy of the list. We have two queues, call them A and B. Most tickets are created in A and stay in A for their entire lives; some get moved to B, and I sense it's only the ones in B that have the issue. For GLOBAL group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket o Cc - CreateTicket, ReplyToTicket For Queue A group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket For Queue B group rights, I have: o Everyone - CreateTicket, ReplyToTicket o Requestor - CreateTicket, ReplyToTicket Now, I notice that I don't have Cc setup for either queue, and I know that the most recent occurrence was for someone in the Cc group on a ticket in Queue B. I perceive, therefore, that I must also have: o Cc - CreateTicket, ReplyToTicket for both queues, correct? Also, is it necessary for me to add ModifyTicket to any of these (in case of a reply to a ticket that's been set to Resolved) or is ReplyToTicket enough? Finally, are there any permissions I'm missing? Thanks. -- Todd Herr ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems after upgrade
Ulf Stupid question did you upgrade the database? Simon -Original Message- From: Ulf Zimmermann [mailto:u...@openlane.com] Sent: 17 February 2010 02:22 To: 'rt-users@lists.bestpractical.com' Subject: [rt-users] Problems after upgrade I am looking at upgrading a 6 year old installation of RT (3.2.2) to a more current version (3.8.7). Went through all the upgrade steps. After starting Apache I got the main page and login, which works. On the main page first thing I notice is that I get Predefined search My Requests not found. When I click on any queue I get RT::Ticket::TimeLeftAsString Unimplemented in HTML::Mason::Commands. (/home/rt/share/html/Elements/RT__Ticket/ColumnMap line 165) and if I click on a ticket owned by me from the main page, I get RT::Ticket::Merged Unimplemented in HTML::Mason::Commands. (/home/rt/share/html/Ticket/Elements/Bookmark line 61). Any suggestions how to debug this? Nothing in var/log/rt.log, nothing in the Apache error log. Ulf. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help required with changing SLA due dates
RT 3.8.6 SLA 0.03 Hello All I need some help I have SLA working with both Response and Resolve but need help with a scenario We set a hard date for resolution What I need to be able to do is the following If a ticket is updated with just an update for the client the clock continues to run, if however the ticket is sent back to the client requesting more information or evidence the clock is stopped and restarted with a new due date calculated from the time taken for them to respond is this possible. The client has a username on RT, would it help to re-assign the ticket to the user, each client has its own Queue and the client can only see that queue and tickets We do not allow clients to see comments in tickets Thanks for any help Regards Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Help Changing the background colour of Dashboard emails
RT 3.0.6 Linux Centos MySQL I would like to change the background colour of the email sent out by Dashboard from blue to something more PDA friendly. Can someone help me please. Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com ANT Galio HbbTV Platform Launched... http://www.antplc.com/pr_040909.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help Changing the background colour of Dashboard emails
Sorry that should have read RT 3.8.6 RT 3.0.6 Linux Centos MySQL I would like to change the background colour of the email sent out by Dashboard from blue to something more PDA friendly. Can someone help me please. Regards Simon Simon Dray Customer Support Engineer ANT Software Limited Tel: +44 1223 716400 Direct: +44 1223 716476 simon.d...@antplc.com ANT Galio HbbTV Platform Launched... http://www.antplc.com/pr_040909.asp * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem with Custom fields not retaining the setting
RT 3.6.x Hi, I have a number of Customer fields which help track the status and other details of a ticket, when I use Customer fields or Basic to make changes the rest of the Customer fields get set back to their default state which is very very irritating does anyone know of a fix for this. This seems to occur more so with the Custom fields option in the ticket than the Basic although both do forget what was set in each custom field. Any help would be appreciated as I have support people moaning at me about it. Regards Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Permission denied message when trying to update a Webui created ticket via email
Hi all I had a complaint from a user trying to update a ticket via email which was created Using the webui they received a message back saying Subject: Message not recorded: [Ticket number] Body of email Permission denied In the logs I have Sep 11 14:12:03 RT: Permission Denied (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244) Sep 11 14:12:04 RT: Could not record email: Message not recorded: Permission Denied (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75) Does anyone have any idea what is wrong, I have other client who log tickets by email all the time as they work ok. Thanks in advance Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT 3.8.3 comment
Hi, minor comment in the version box at the bottom of the screen the copyright message is out of date says RT 3.8.3 Copyright 1996-2008 Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets
Hi Is there a list anywhere of the command types for OFFLINE such as === Update-Ticket etc also UpdateType etc I really need as much information as possible to try and construct the file for ingesting into RT, I have three basic functions which are Create, Change or resolve Any help much appreciated Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ingest csv, xls or xml to create, modify or resolve tickets
Hi, Has anyone had to use csv,xml,plain or xls files and then ingest them into RT to Create, Change or delete I ask the question because there is no point in re-inventing the wheel if something has already been written that can be shared. Regards Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets
Roy This looks like a possibility many thanks for the prompt response, do you know if it is documented anywhere in full I guess probably in the Docs. Is it possible to RT command line to ingest the file as I want to automate the whole process i.e a file get delivered to my RT server and at a given time a cronjob run the ingest process and then generates a report of what was done, bit more complex than my post indicated I know. Best regards Simon -Original Message- From: Raed El-Hames [mailto:r...@vialtus.com] Sent: 21 May 2009 11:31 To: Simon Dray Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Ingest csv, xls or xml to create, modify or resolve tickets Simon; Do you mean something similar to : Tools-Offline ?? Roy Simon Dray wrote: Hi, Has anyone had to use csv,xml,plain or xls files and then ingest them into RT to Create, Change or delete I ask the question because there is no point in re-inventing the wheel if something has already been written that can be shared. Regards Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] SLA question
RT 3.8.2
SLA 02
Dear all
I hope someone can enlighten me on this
I have set up in my RT_Siteconfig.pm the following but am not sure how to call
it when setting up a the customfield
Set(%ServiceAgreements, (
Default = 'Info',
QueueDefault = {
'General' = 'Critical',
},
Levels = {
'Critical' = { Response = { BusinessMinutes = 60*8*4 } },
'Major' = { Response = { BusinessMinutes = 60*8*20 } },
'Minor' = { Response= { BusinessMinutes = 60*8*30 } },
'Info' = { Repsonse= { BusinessMinutes = 60*8*30 } },
'Special' = {
'Critical' = { Response = { BusinessMinutes = 60*8*3
} },
'Major' = { Response = { BusinessMinutes = 60*8*10 }
},
'Minor' = { Response= { BusinessMinutes = 60*8*30 }
},
'Info' = { Repsonse= { BusinessMinutes = 60*8*30 } },
},
},
)
);
I have defined a normal set of response times but I want to be able to call the
one for Special in certain circumstance how do I call it in the custom field or
have I misinterpreted what can be done.
Regards Simon
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[rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config
Hi
We are running 3.8.2 with SLA version 2
I have added the RT::SLA and configured it in the RT_Siteconfig
I have create a custom field which applies the SLA to Tickets and enabled it in
the Global for Tickets,
My config looks like this
# SLA config
Set( %RT::ServiceBusinessHours, (
0 = { Name = 'Sunday',Start = 'undef', End = 'undef' },
1 = { Name = 'Monday', Start = '09:00', End = '17:00' },
2 = { Name = 'Tuesday', Start = '09:00', End = '17:00' },
3 = { Name = 'Wednesday', Start = '09:00', End = '17:00' },
4 = { Name = 'Thursday', Start = '09:00', End = '17:00' },
5 = { Name = 'Friday', Start = '09:00', End = '17:00' },
6 = { Name = 'Saturday', Start = 'undef', End = 'undef' },
holidays = [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
2009-12-29)],
));
Set( %RT::ServiceAgreements, (
Default = 'Info',
QueueDefault = {
'General' = 'Critical',
},
Levels = {
'Critical' = { Response = { BusinessMinutes = 10 } },
'Major' = { Response = { BusinessMinutes = 60*8*20 } },
'Minor' = { Response= { BusinessMinutes = 60*8*30 } },
'Info' = { Repsonse= { BusinessMinutes = 60*8*30 } },
'24/7' = {
StartImediately = 1,
Response = { RealMinutes = 30 },
},
},
)
);
My Customer filed currently looks like this
Values
Sort
Name
Description
Category
(Check box to delete)
When I create a ticket neither time nor date is set as would be expected
In /var/log/messages I see
Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
(/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
I have no clue as to what I have missed, do I have to create templates or
should it work out of the box, does anyone have sample templates / scrips etc
for SLA I can crib from.
Any help would be much appreciated as I need to get this working ASAP.
Best regards Simon
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Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config
Ruslan Hi
Thanks for answering, please see comments below apologies if I am being dense
this is all very new to me.
-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup
and config
1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );
I have tried both with and without prior to yelling for help
2) Have you applied SLA Custom Field? I think you skipped make
initdb step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.
I ran the make initdb during the install phase or just after, I have also
applied the SLA CF globally to Tickets.
When I opened the SLA CF it was empty with no values defined. So I defined
one as follows Sort=0 Name=Critical Description=Blah Category=
When I raise a ticket the Custom field shows up and I can set Critical but
when I Create the ticket the start date etc are not set.
One other thing I made the presumption that the Name in the Cf should match
the Name in RT_Siteconfig definition, I could not see any other way to make
an association between them
Regards Simon
On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray simon.d...@antplc.com wrote:
Hi
We are running 3.8.2 with SLA version 2
I have added the RT::SLA and configured it in the RT_Siteconfig
I have create a custom field which applies the SLA to Tickets and enabled it
in the Global for Tickets,
My config looks like this
# SLA config
Set( %RT::ServiceBusinessHours, (
0 = { Name = 'Sunday',Start = 'undef', End = 'undef' },
1 = { Name = 'Monday', Start = '09:00', End = '17:00' },
2 = { Name = 'Tuesday', Start = '09:00', End = '17:00' },
3 = { Name = 'Wednesday', Start = '09:00', End = '17:00' },
4 = { Name = 'Thursday', Start = '09:00', End = '17:00' },
5 = { Name = 'Friday', Start = '09:00', End = '17:00' },
6 = { Name = 'Saturday', Start = 'undef', End = 'undef' },
holidays = [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
2009-12-29)],
));
Set( %RT::ServiceAgreements, (
Default = 'Info',
QueueDefault = {
'General' = 'Critical',
},
Levels = {
'Critical' = { Response = { BusinessMinutes = 10 } },
'Major' = { Response = { BusinessMinutes = 60*8*20 } },
'Minor' = { Response= { BusinessMinutes = 60*8*30 } },
'Info' = { Repsonse= { BusinessMinutes = 60*8*30 } },
'24/7' = {
StartImediately = 1,
Response = { RealMinutes = 30 },
},
},
)
);
My Customer filed currently looks like this
Values
Sort
Name
Description
Category
(Check box to delete)
When I create a ticket neither time nor date is set as would be expected
In /var/log/messages I see
Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
(/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
I have no clue as to what I have missed, do I have to create templates or
should it work out of the box, does anyone have sample templates / scrips
etc for SLA I can crib from.
Any help would be much appreciated as I need to get this working ASAP.
Best regards Simon
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--
Best regards, Ruslan.
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Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config
Ruslan
Not sure whats going on just did a fresh install on my test rig with blank
config all works now so will work it out from here. Many thanks for taking the
time to have a look.
Regards Simon
-Original Message-
From: Ruslan Zakirov [mailto:ruslan.zaki...@gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup
and config
1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );
2) Have you applied SLA Custom Field? I think you skipped make
initdb step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.
On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray simon.d...@antplc.com wrote:
Hi
We are running 3.8.2 with SLA version 2
I have added the RT::SLA and configured it in the RT_Siteconfig
I have create a custom field which applies the SLA to Tickets and enabled it
in the Global for Tickets,
My config looks like this
# SLA config
Set( %RT::ServiceBusinessHours, (
0 = { Name = 'Sunday',Start = 'undef', End = 'undef' },
1 = { Name = 'Monday', Start = '09:00', End = '17:00' },
2 = { Name = 'Tuesday', Start = '09:00', End = '17:00' },
3 = { Name = 'Wednesday', Start = '09:00', End = '17:00' },
4 = { Name = 'Thursday', Start = '09:00', End = '17:00' },
5 = { Name = 'Friday', Start = '09:00', End = '17:00' },
6 = { Name = 'Saturday', Start = 'undef', End = 'undef' },
holidays = [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
2009-12-29)],
));
Set( %RT::ServiceAgreements, (
Default = 'Info',
QueueDefault = {
'General' = 'Critical',
},
Levels = {
'Critical' = { Response = { BusinessMinutes = 10 } },
'Major' = { Response = { BusinessMinutes = 60*8*20 } },
'Minor' = { Response= { BusinessMinutes = 60*8*30 } },
'Info' = { Repsonse= { BusinessMinutes = 60*8*30 } },
'24/7' = {
StartImediately = 1,
Response = { RealMinutes = 30 },
},
},
)
);
My Customer filed currently looks like this
Values
Sort
Name
Description
Category
(Check box to delete)
When I create a ticket neither time nor date is set as would be expected
In /var/log/messages I see
Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
(/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
I have no clue as to what I have missed, do I have to create templates or
should it work out of the box, does anyone have sample templates / scrips
etc for SLA I can crib from.
Any help would be much appreciated as I need to get this working ASAP.
Best regards Simon
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--
Best regards, Ruslan.
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[rt-users] Is it possible to change priority direction
Hi, The direction of priority from 0 - 99 and consequently the escalation process does not fit with our model and I would like to change it so that 0 is highest is this possible. Regards Simon Simon Dray Customer Support Engineering ANT Software Limited Cambridge Business Park, Cowley Road, Cambridge CB4 0WZ, UK Tel: +44 1223 716400 Dir: +44 1223 716476 Email: simon.d...@antplc.commailto:simon.d...@antplc.com * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Adding Custom fields to RT at a Glance
RT Version 3.8.2 I would like to be able to display in Highest priority tickets (RT at a Glance) a custom filed (Severity) I have looked at the work done by others but nothings seems to be upto date with 3.8.2, does anyone have a recipe or code to do this please. Regards Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How to inhibit Ticket search facility on user by user basis
Hello, RT 3.8.2 How can I restrict who can see the search facility Tickets, I do not want some users to be able to see this facility as it lists usernames as one of the options. Regards Simon ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Priority and how to change (newbie)
Hi, The question I have is two fold, Firstly can I change the numeric priority so that 1 is highest it would also help if I can reduce the number to only 4 or 5. Secondly can the numeric be change to something along the lines of Critical, Major , Minor etc Or equally can I add in another option to do the second. Any help is much appreciated Regards Simon Simon Dray Customer Support Engineering ANT Software Limited Cambridge Business Park, Cowley Road, Cambridge CB4 0WZ, UK Tel: +44 1223 716400 Dir: +44 1223 716476 Email: simon.d...@antplc.commailto:simon.d...@antplc.com * ANT LEGAL DISCLAIMER * This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. They may contain legally privileged information, and may not be disclosed to anyone else. If you have received this email in error please notify the sender and delete all copies from your system. ANT plc and ANT Software Limited are registered in the United Kingdom at Cambridge Business Park, Cowley Road, Cambridge, Cambridgeshire CB4 0WZ, United Kingdom. The registered number for ANT plc is 5372859 and for ANT Software Limited is 2822565. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
