Re: [rt-users] Bug in /Articles/Article/Edit.html
It's just mis-leading and does not report write permission errors. -Todd On Sep 28, 2011, at 1:37 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Sep 27, 2011 at 08:45:24AM -0400, Todd Chapman wrote: No checking of ModifyCustomField right is done, so all CFs are presented as editable when some are not. Does it actually allow editing, or does it just misleadingly display them? -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Bug in /Articles/Article/Edit.html
No checking of ModifyCustomField right is done, so all CFs are presented as editable when some are not. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Revoking system wide ModifyCustomField in RT4?
Wow, I'm losing it. Thanks Thomas. On Tue, Sep 27, 2011 at 9:00 AM, Thomas Sibley t...@bestpractical.comwrote: On 09/26/2011 10:22 PM, Todd Chapman wrote: Where in RT 4 would I revoke a system-wide ModifyCustomField right for a user defined group? I believe this right was granted in RT3. The same place it was in RT 3. Configuration → Global → Group Rights. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Revoking system wide ModifyCustomField in RT4?
Hi RT Users, Where in RT 4 would I revoke a system-wide ModifyCustomField right for a user defined group? I believe this right was granted in RT3. Here's the query that HasRight eventually performs: mysql SELECT * FROM ACL, Principals, CachedGroupMembers WHERE Principals.id = ACL.PrincipalId AND Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND CachedGroupMembers.GroupId = ACL.PrincipalId AND CachedGroupMembers.GroupId = Principals.id AND CachedGroupMembers.MemberId = 4538 AND CachedGroupMembers.Disabled = 0 AND ((ACL.ObjectType = 'RT::System' AND ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::CustomField' AND ACL.ObjectId = 12)) AND (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ModifyCustomField') \G *** 1. row *** id: 725 PrincipalType: Group PrincipalId: 686 RightName: ModifyCustomField ObjectType: RT::System ObjectId: 1 Creator: 0 Created: NULL LastUpdatedBy: 0 LastUpdated: NULL id: 686 PrincipalType: Group ObjectId: 686 Disabled: 0 id: 9884 GroupId: 686 MemberId: 4538 Via: 9884 ImmediateParentId: 686 Disabled: 0 1 row in set (0.00 sec) Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Do approval notification emails work in RT 4.0.1?
I set up a CreateTickets scrip per the normal methods. The approval ticket gets created and linked properly to the original ticket, but new NewPending approval rule runs before the CreateTicket::PostProcess calls AddLinks, thus NewPending::Prepare returns false. Is this working for anyone else? Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Do approval notification emails work in RT 4.0.1?
No. :( For future reference how do you run just one unit test? On Tue, Sep 20, 2011 at 4:05 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Sep 20, 2011 at 03:25:20PM -0400, Todd Chapman wrote: I set up a CreateTickets scrip per the normal methods. The approval ticket gets created and linked properly to the original ticket, but new NewPending approval rule runs before the CreateTicket::PostProcess calls AddLinks, thus NewPending::Prepare returns false. Is this working for anyone else? Are you failing t/approval/basic.t ? -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Do approval notification emails work in RT 4.0.1?
Kevin, Do you have any idea what might be wrong? How can NewPending::Prepare even be successful if links are added silently after tickets are created in CreateTickets ? On Tue, Sep 20, 2011 at 4:05 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Sep 20, 2011 at 03:25:20PM -0400, Todd Chapman wrote: I set up a CreateTickets scrip per the normal methods. The approval ticket gets created and linked properly to the original ticket, but new NewPending approval rule runs before the CreateTicket::PostProcess calls AddLinks, thus NewPending::Prepare returns false. Is this working for anyone else? Are you failing t/approval/basic.t ? -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Do approval notification emails work in RT 4.0.1?
I found the problem. Someone had created a scrip that auto-opened all new
tickets. RT/Approval/Rule/NewPending has two conditions:
$self-OnStatusChange('open') and
eval { $T::Approving = ($self-TicketObj-AllDependedOnBy( Type =
'ticket' ))[0] }
Since both were never true at the same time no notification was sent.
On Tue, Sep 20, 2011 at 4:23 PM, Todd Chapman t...@chaka.net wrote:
Kevin,
Do you have any idea what might be wrong?
How can NewPending::Prepare even be successful if links are added silently
after tickets are created in CreateTickets ?
On Tue, Sep 20, 2011 at 4:05 PM, Kevin Falcone
falc...@bestpractical.comwrote:
On Tue, Sep 20, 2011 at 03:25:20PM -0400, Todd Chapman wrote:
I set up a CreateTickets scrip per the normal methods. The approval
ticket
gets created and linked properly to the original ticket, but
new NewPending approval rule runs before the CreateTicket::PostProcess
calls
AddLinks, thus NewPending::Prepare returns false.
Is this working for anyone else?
Are you failing t/approval/basic.t ?
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA — September 26 27, 2011
* San Francisco, CA, USA — October 18 19, 2011
* Washington DC, USA — October 31 November 1, 2011
* Melbourne VIC, Australia — November 28 29, 2011
* Barcelona, Spain — November 28 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 27, 2011
* San Francisco, CA, USA October 18 19, 2011
* Washington DC, USA October 31 November 1, 2011
* Melbourne VIC, Australia November 28 29, 2011
* Barcelona, Spain November 28 29, 2011
[rt-users] How to get rt-server to handle images correctly?
rt-server is choking on my images. Even the autohandler doesn't server them properly. Anyone know how to fix? Thanks! RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] DBIx::SearchBuilder question
Hello RT Users, I'm doing some funky RT customizations and was wondering if there was a method for setting the in-memory value of an RT::SearchBuilder::Record without affecting the DB. Since the object is a hash I could set it directly, but I'd rather use some sort of setter if it's available. Thanks! -Todd RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension
Jim, I haven't had a chance to commit the updates. If you want I can send you a tar file with the updated files and in return you can help pinpoint any problems. Agree? -Todd On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski jim.lesin...@gmail.com wrote: Does anyone know if Asset Tracker will work with Request Tracker 4? I tried the install and it seemed to run correctly, but it doesn't look like anything has been added to RequestTracker. I verified that the installation added to the plugins directory and added the db tables. I do have RTx::AssetTracker added to my config file and I have restarted the web server. Appreciate the help - Jim RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA — September 26 27, 2011 * San Francisco, CA, USA — October 18 19, 2011 * Washington DC, USA — October 31 November 1, 2011 * Melbourne VIC, Australia — November 28 29, 2011 * Barcelona, Spain — November 28 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] RT3.8 - RT4 Callback changes - Elements/Tabs/Default
Howard,
I just did this for Asset Tracker. Let me know if you need any help.
-Todd
On Wed, Aug 3, 2011 at 11:32 AM, Howard Jones ho...@thingy.com wrote:
Having gotten a working base RT4 install with my data in it, I'm going
through the few local changes we have and confirming that they still
work. Mostly they do, but one doesn't and I don't exactly see the new way:
In my old Elements/Tabs/Default I modified $toptabs, to add some extra
options to the side menu:
$toptabs-{'ZX'} = { title = loc('Conferences'),
path = 'Extras/conferences.html'
};
In the new interface, it looks like Elements/Tabs/Default is now
Elements/Tabs/Privileged but that doesn't look like it takes any
parameters, so I don't see what it could modify.
So how do you modify the menus in RT 4.0.x? And I guess more generally:
is there some kind of migration guidance online somewhere for upgraders?
Thanks for any pointers,
Howie
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Restricting to one attachment per ticket
Thierry, That would be more difficult than you might think. Each email in RT's ticket history is represented by a transaction with one or more attachments. For example one email may have an html part and a plain text part, each of which is actually stored as an attachment. You probably want to allow one file attachment per ticket. You may be able to do this by counting the number of ticket transaction attachments that have a non-null filename in the attachments table before creating a new attachment. You would have to customize the email gateway or email parser to do this. You could also remove the file upload from the web interface if the ticket already has an attachment. Ultimately this is doable but will require some careful, custom coding. On Wed, Aug 3, 2011 at 7:19 PM, Thierry Thelliez thierry.thelliez.t...@gmail.com wrote: In order to sync the life cycle of attachments and tickets, we are exploring the idea of restricting to just one the number of attachment for a given ticket. Has anyone done that? Where would be a good starting point? Thanks, Thierry Thelliez 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Where can I find the RT password reset extension for RT 3.8?
Can't seem to locate it on Github or CPAN. Thanks! 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Where can I find the RT password reset extension for RT 3.8?
Yes. I just found it, installed it, and it works great. Why is it a secret? http://search.cpan.org/dist/RT-Extension-ResetPassword/ On Thu, Jul 28, 2011 at 10:27 AM, Ruslan Zakirov r...@bestpractical.com wrote: Hi, Do you mean web ui forgot your password? thing? If so then there is no such :) On Thu, Jul 28, 2011 at 6:06 PM, Todd Chapman t...@chaka.net wrote: Can't seem to locate it on Github or CPAN. Thanks! 2011 Training: http://bestpractical.com/services/training.html -- Best regards, Ruslan. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Rights Matrix
http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm unless you are using RT4. On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske michael.polen...@skm-skyline.de wrote: Good afternoon, is it possible to see all rights on a queue directly (in table format or something else) ? I am currently creating 30 queues and I assume that on some queues I will have forgotten or added rights J Best regards, Michael 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Rights Matrix
In RT4 the menu system changed. I haven't updated it yet, but you should still be able to use it by accessing it's URL directly. /Admin/Tools/RightsMatrix/ On Mon, Jul 25, 2011 at 10:27 AM, Michael Polenske michael.polen...@skm-skyline.de wrote: Hi Todd, this I already tried, doesn't work - okay, forgot to mention that I use 4.01 :-) Cheers - Michael -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: Montag, 25. Juli 2011 16:15 To: Michael Polenske Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Rights Matrix http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm unless you are using RT4. On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske michael.polen...@skm-skyline.de wrote: Good afternoon, is it possible to see all rights on a queue directly (in table format or something else) ? I am currently creating 30 queues and I assume that on some queues I will have forgotten or added rights J Best regards, Michael 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Rights Matrix
Ugh, it's try to be faithful to the new menu system. If you are up to it I can talk you through removing those lines from the plugin so you can configure your 30 queues. On Mon, Jul 25, 2011 at 10:37 AM, Michael Polenske michael.polen...@skm-skyline.de wrote: Thanks for the hint - but unfortunately it doesn’t work: could not find component for path '/Admin/Elements/ToolTabs' Cheers - Michael -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: Montag, 25. Juli 2011 16:33 To: Michael Polenske Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Rights Matrix In RT4 the menu system changed. I haven't updated it yet, but you should still be able to use it by accessing it's URL directly. /Admin/Tools/RightsMatrix/ On Mon, Jul 25, 2011 at 10:27 AM, Michael Polenske michael.polen...@skm-skyline.de wrote: Hi Todd, this I already tried, doesn't work - okay, forgot to mention that I use 4.01 :-) Cheers - Michael -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: Montag, 25. Juli 2011 16:15 To: Michael Polenske Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Rights Matrix http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/Rig htsMatrix.pm unless you are using RT4. On Mon, Jul 25, 2011 at 9:32 AM, Michael Polenske michael.polen...@skm-skyline.de wrote: Good afternoon, is it possible to see all rights on a queue directly (in table format or something else) ? I am currently creating 30 queues and I assume that on some queues I will have forgotten or added rights J Best regards, Michael 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Can anyone explain RT4's Rulesets and Approvals?
I'm trying to figure out how approval rules are triggered. A high level description of the new Rules/Rulesets/Approvals code would be appreciated. I'll add it to the wiki. ;) 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Rich text/HTML RTFM articles?
Nobody? I guess I'll add this to the to-do list. On Fri, Jul 1, 2011 at 11:09 AM, Todd Chapman t...@chaka.net wrote: Has anyone implemented rich text/HTML articles for RTFM? If so can you share your changes? Is anything like this planned for RT, or does it already exist and I'm not aware? Thanks! -Todd 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Rich text/HTML RTFM articles?
Has anyone implemented rich text/HTML articles for RTFM? If so can you share your changes? Is anything like this planned for RT, or does it already exist and I'm not aware? Thanks! -Todd 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RTx::RightsMatrix - compatible with RT 4?
I haven't reviewed RT4 yet. If you figure out why it isn't working feel free to send me a patch and I can work on a new release. -Todd (RightsMatrix author) On Thu, Jun 30, 2011 at 11:52 AM, Murphy, Kevin murph...@email.chop.edu wrote: I just installed RTx::RightsMatrix into a fresh install of RT 4.0.1 using the recipe in the README file, and after stopping and starting Apache, I don't see anything extra on the Tools/Configuration/Tools menu. Am I doing something wrong, or is RTx::RightsMatrix too old? Thanks, Kevin 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Why does SeeCustomField and ModifyCustomField show up in Queue group rights?
Can anyone else weigh in on this? Is this a bug? Thanks! On Wed, Apr 20, 2011 at 8:17 PM, Todd Chapman t...@chaka.net wrote: I noticed that SeeCustomField and ModifyCustomField show up when editing group rights for a specific queue, and also when editing global RTFM class group rights. My understanding is that the ability to see a custom field is a combination of having SeeCustomField on the custom field itself, and also being able to see the object that the custom field is assigned to. Similar case for ModifyCustomField. Is my understanding correct, and if so doesn't it make it pointless to have these rights for individual queues or globally for RTFM classes? Thanks. -Todd
[rt-users] Why does SeeCustomField and ModifyCustomField show up in Queue group rights?
I noticed that SeeCustomField and ModifyCustomField show up when editing group rights for a specific queue, and also when editing global RTFM class group rights. My understanding is that the ability to see a custom field is a combination of having SeeCustomField on the custom field itself, and also being able to see the object that the custom field is assigned to. Similar case for ModifyCustomField. Is my understanding correct, and if so doesn't it make it pointless to have these rights for individual queues or globally for RTFM classes? Thanks. -Todd
Re: [rt-users] Asset Tracker 2.0 Rest API
Dustin, I'll have to review the REST interface. No updates were made to it in the 2.0 release. My guess would be that it is currently lacking. The best place to discuss Asset Tracker is on the at-users mailing list: http://groups.google.com/group/at-users -Todd On Mon, Apr 11, 2011 at 10:14 AM, Dustin Berube dustin.ber...@gmail.com wrote: My apologizes if this is the wrong list to ask this question. Does the new version of Asset Tracker have a REST API or does it utilize the REST interface naively in RT? I need to integrate the data from Asset Tracker with a third party application and the REST interface would be the easiest. I'm currently running RT 3.8.9 and AT 2.0.0b1. Thanks, Dustin
[rt-users] ANNOUNCE: Asset Tracker 2.0 beta 1
RT Community, Asset Tracker 2.0.0b1 is now available: https://github.com/chakatodd/rt-extension-assettracker/tarball/2.0.0b1 Thanks to the support of KUEHNE+NAGEL and RT evangelist Torsten Brumm, Asset Tracker (AT) has it's first release in 4 years. This is a beta release. We think we have most of the bugs worked out but need the community's support in kicking the tires. What is Asset Tracker? Asset Tracker is an RT add-on that adds asset tracking to RT. If you are comfortable with RT you will be right at home with AT. In AT individual assets are organized into asset types. AT uses RT's custom fields, has a smilar scrips system for automation, and a similar search interface with support for saved searches. https://github.com/chakatodd/rt-extension-assettracker What's new in AT version 2? * AT uses the RT plugin system introduced in RT 3.8. This makes AT easy to install and remove. * Support for permanent database remove of assets and related objects has been added to RT's shredding system. * The RT home screen can now be customized with AT saved searches. * Relationships between assets can now be visualized as a graph. * RT's scrips system has been copied, making it easier to write automation routines that run as a result of asset changes. * Assets can now be exported to Excel, edited, and re-imported. New assets can also be created during import, so it's possible for network discovery tools to be integrated with AT in interesting ways. (While this is working well for us so far, we could use some help testing. The input file format is very strict.) Support I you have questions, want to make suggestions, or participate in AT development, please join our Google group: http://groups.google.com/group/at-users Thanks! -Todd Chapman
Re: [rt-users] Ticket graphing bug?
Does anyone have some insight into this? Any help is appreciated. On Tue, Mar 1, 2011 at 10:12 PM, Todd Chapman t...@chaka.net wrote: Hi all, I am trying to understand ticket graphing behavior. Example ticket relations: A - RefersTo - B - DependsOn - C If you graph A with Show as well selecting ALL link types and Main type of links set to RefersTo then all 3 tickets a graphed. If you graph A with Show as well selecting ALL link types and Main type of links set to ANY other link type, only A and B are graphed. What is meant by Main type of links and why does it affect graphing like this? My goal is to graph all tickets related to the main ticket, now matter what link type or an what link depth. Thanks! -Todd
Re: [rt-users] Status of AssetTracker?
Hi Tom, Strange that you should ask this now. I just announced the imminent release or Asset Tracker 2.0b1 on the at-users and at-announce mailing lists. The definitive site for Asset Tracker is now github: https://github.com/chakatodd/rt-extension-assettracker Check out the wiki for more information on the new release: https://github.com/chakatodd/rt-extension-assettracker/wiki -Todd On Thu, Mar 3, 2011 at 10:27 PM, Thomas Smith theitsm...@gmail.com wrote: Hi, I am considering using AssetTracker in 3.8.8 but it looks like development has stalled, at least from what I can see at the two or three sites that seem to be hosting its code. Does anyone know if this is still being developed or maintained? ~ Tom
Re: [rt-users] Calculations on custom field values
Daniel, It is certainly possible to write a scrip that updates custom field values when other custom fields,or core RT fields change. It is also possible to have columns that are calculated on the fly as search results are returned, though it takes a bit more work because RT does not have callbacks in all the right places to make this simple, but it is doable. If however you are looking to do calculations across multiple tickets, RT's search interface and search results display are not really conducive to that type of reporting. -Todd On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst daniel.fa...@case.edu wrote: I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? Thanks! -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu Public key on keyserver.pgp.com
[rt-users] Ticket graphing bug?
Hi all, I am trying to understand ticket graphing behavior. Example ticket relations: A - RefersTo - B - DependsOn - C If you graph A with Show as well selecting ALL link types and Main type of links set to RefersTo then all 3 tickets a graphed. If you graph A with Show as well selecting ALL link types and Main type of links set to ANY other link type, only A and B are graphed. What is meant by Main type of links and why does it affect graphing like this? My goal is to graph all tickets related to the main ticket, now matter what link type or an what link depth. Thanks! -Todd
[rt-users] Any gotchas for load balancing RT's front end?
We are looking at possibly load balancing RT's web front end. Our sessions are DB based. Are there any gotchas to consider? RT 3.6.3 (I know, I know) Thanks. -Todd
[rt-users] Looking for RT extension to batch create tickets.
Anyone know of an extension that will create one ticket for each requestor in a uploaded list, all with the same correspondence? Thanks. -Todd
[rt-users] Certain RT operations painfully slow.
RT Users, A few years ago we started adding a group as AdminCc to many tickets. It made sense for our process and seemed like a good idea at the time. Fast forward to today. This group is AdminCc on many, many tickets. Now when we add a new member to the group it can take 15 minutes for the add to complete, usually with the web interface timing out. To alleviate this situation I wrote a script to remove this group from many old tickets, but this too is taking a long time to complete. Here's the key line from the script: my ($status, $msg) = $t-DeleteWatcher(PrincipalId = $pid, Type = AdminCc, Silent = 1); Which causes this long running mysql query: Command: Query Time: 86 State: Sending data Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070')) Ouch. Can anyone recommend an approach to fixing this problem? Thanks.
Re: [rt-users] Certain RT operations painfully slow.
On Tue, Jan 18, 2011 at 12:48 PM, Jesse Vincent je...@bestpractical.com wrote: On Tue, Jan 18, 2011 at 12:43:47PM -0500, Todd Chapman wrote: RT Users, A few years ago we started adding a group as AdminCc to many tickets. It made sense for our process and seemed like a good idea at the time. Fast forward to today. This group is AdminCc on many, many tickets. Now when we add a new member to the group it can take 15 minutes for the add to complete, usually with the web interface timing out. To alleviate this situation I wrote a script to remove this group from many old tickets, but this too is taking a long time to complete. Here's the key line from the script: my ($status, $msg) = $t-DeleteWatcher(PrincipalId = $pid, Type = AdminCc, Silent = 1); Which causes this long running mysql query: Command: Query Time: 86 State: Sending data Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070')) Ouch. Can anyone recommend an approach to fixing this problem? Todd, What does an EXPLAIN on that select tell you? mysql explain SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070'))\G *** 1. row *** id: 1 select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 20568305 Extra: Using where 1 row in set (0.02 sec) Thanks. --
Re: [rt-users] Certain RT operations painfully slow.
On Tue, Jan 18, 2011 at 1:13 PM, Jesse Vincent je...@bestpractical.com wrote: Todd, Which causes this long running mysql query: Time: 86 Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070')) Can anyone recommend an approach to fixing this problem? What does an EXPLAIN on that select tell you? mysql explain SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070'))\G select_type: SIMPLE table: main type: range possible_keys: PRIMARY key: PRIMARY key_len: 4 ref: NULL rows: 20568305 Extra: Using where 1 row in set (0.02 sec) What happens if you add an index on Via? I'm considering that, but with 20 million+ rows it will take a non-trivial amount of time. Jesse --
Re: [rt-users] Certain RT operations painfully slow.
And here is the slow query for adding a new member to a group that is AdminCc on a large number of tickets: db: rt3 Command: Query Time: 59 State: Sending data Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 541915)) mysql explain SELECT main.* FROM CachedGroupMembers main WHERE ((main.MemberId = 541915))\G *** 1. row *** id: 1 select_type: SIMPLE table: main type: ref possible_keys: CachedGroupMembers3 key: CachedGroupMembers3 key_len: 5 ref: const rows: 417216 Extra: Using where 1 row in set (0.00 sec) Even when the query completes RT takes a long time to complete. Perhaps the query is timing out and RT goes off into the weeds? RT version 3.6.3. On Tue, Jan 18, 2011 at 12:43 PM, Todd Chapman t...@chaka.net wrote: RT Users, A few years ago we started adding a group as AdminCc to many tickets. It made sense for our process and seemed like a good idea at the time. Fast forward to today. This group is AdminCc on many, many tickets. Now when we add a new member to the group it can take 15 minutes for the add to complete, usually with the web interface timing out. To alleviate this situation I wrote a script to remove this group from many old tickets, but this too is taking a long time to complete. Here's the key line from the script: my ($status, $msg) = $t-DeleteWatcher(PrincipalId = $pid, Type = AdminCc, Silent = 1); Which causes this long running mysql query: Command: Query Time: 86 State: Sending data Info: SELECT main.* FROM CachedGroupMembers main WHERE ((main.Via = '28522070')) AND ((main.id != '28522070')) Ouch. Can anyone recommend an approach to fixing this problem? Thanks.
Re: [rt-users] Certain RT operations painfully slow.
Understood. Thanks. On Tue, Jan 18, 2011 at 1:45 PM, Jesse Vincent je...@bestpractical.com wrote: RT version 3.6.3. You really need to come up to (at least) 3.8 for anyone here at BPS to be able to even hope to help you on this one. We've made many, many improvements to the codepaths you're touching. (To say nothing of how much we've cut down the size of the CachedGroupMembers table.) Best, Jesse
[rt-users] RT Slow to add and remove group members
Our production RT instance (3.6.3 - old, I know) takes a really, really long time to add and remove group members. Our database is MySQL and the CachedGroupMembers table has the index: KEY `CachedGroupMembers3` (`MemberId`,`ImmediateParentId`) What can we do to improve the situation (yes, I would be upgrading if that were possible at the moment)? Would running shrink_cgm_table.pl be a good idea? Thanks! -Todd
Re: [rt-users] Possible? Canned replies with attachments for a Customer Service queue
RTFM doesn't support this but it could be done with some custom code. On Mon, Dec 13, 2010 at 3:20 PM, Steven Aranaga saran...@nolo.com wrote: Hello all! I have tried searching, and maybe my understanding is a bit behind when it comes to this, but I am trying to get a site setup for our customer service department. I need to see if RT is a possible solution for us… What I need is to be able to define a number of replies (80-100) that my CS department can choose from. So, for instance, if someone emails in an issue with a product, and we have an internal patch we want them to try, CS can select a canned response that has the attachment already in the email. This cannot be a link to the file to download… we want the actual file attached. I have been looking to see if I could answer this question myself, without luck… Thanks!
Re: [rt-users] Custom Field values - included in Autpo-reply Template
Jo,
How are you populating the custom field? The likely problem is that the
custom field is not populated before the autoreply is processed.
-Todd
On Wed, Dec 1, 2010 at 12:31 AM, Joanne Keown
joanne.ke...@coloradogroup.com.au wrote:
Hi,
I have been trying out numerous suggestions on how to code to include
values from Custom Fields into an Auto-reply email. The Custom Field is “
*First Name*” and I want the first name entered on the ticket, to appear
after the word “Hello” on the Auto-reply email. The below is my latest
attempt (based on user feedback on other threads) however, this doesn’t work
either as the email just doesn’t send (*NB*; if I take the line of code
out altogether then the email does send).
*Hello {my $First Name = $Ticket-FirstCustomFieldValue('First Name')}*
I’m not a programmer, so apologies if this problem sounds a bit 101,
however I could really use some pointers.
Kind regards
Jo
*Joanne Keown**,* *MBusAdmin(Mgt), PNA*
*IS Business Analyst*
*Colorado Group Ltd
**100 Melbourne Street
South Brisbane QLD 4101*
Ph:+61 7 3877 3399
Mobile: 0402 697 351
*Fax: +61 7 3877 3289*
Email: joanne.ke...@coloradogroup.com.au
*Join FUSION now and get special member rewards at 5 of **Australia’s
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Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss
I bet Best Practical would produce RPMs for you if you paid them to. On Thu, Nov 4, 2010 at 5:01 PM, Wes Modes wmo...@ucsc.edu wrote: Dear Boss: I strongly recommend going with the 3.6 version of RT. The install takes a few minutes, and it otherwise meets all the requirements of our project. Migration of old queues is simple. There is cost savings in the near and long-term. There is no rpm of RT3.8 that works for RHEL (32 or 64 bit) and none seem to be forthcoming. Someday perhaps someone will put one together, but it doesn't look like anytime soon. I CAN do a manual install of RT3.8 using the Best Practical install scripts. It is not terribly hard. However, the long-term costs of this are large. The install scripts put all the binaries, configuration files, and libraries in the wrong places for RHEL/CentOS, and working outside the package manager means files could be clobbered at any time. On the other hand, the rpms for RT3.6 use the package manager and put all the config files in /etc, all the perl modules in the perl modules dir, and the various tools in /usr/bin and /usr/sbin. The non-standard install using the scripts creates recurring costs in the future as the system is significantly more difficult to update and harder to maintain, like by a factor of 50 (five minutes compared to 4 hours). Additionally, the cost of migration of old content from 3.6 to 3.8 is unknown. Again, I will install either RT3.6 or RT3.8 but I need you to understand and acknowledge the costs of the choice. Wes Thanks to Gary Greene for the info about his latest centos rpm build.
Re: [rt-users] RT 3.8.8, RTFM 2.4.1, Asset Tracker 1.2.3
Jeff,
AT is currently undergoing development work to make it super easy to install
with RT 3.8 If you are interested in following developments you can track
the project in github.
http://github.com/chakatodd/rt-extension-assettracker
I'll be making a commit soon that should make it really easy to install.
This isn't an official release but it should be quite useable.
The solution to your current problem is to add the following to
./lib/RTx/AssetTracker/System.pm
sub ACLEquivalenceObjects {
return ();
}
-Todd
On Wed, Oct 20, 2010 at 3:02 PM, Jeff Lucas jlu...@eagleinvsys.com wrote:
Hello.
Get the following when running “make install” for Asset Tracker…
snip
Creating types...[Wed Oct 20 18:28:29 2010] [crit]: Can't locate object
method ACLEquivalenceObjects via package RTx::AssetTracker::System at
/apps/rt-3.8.8/lib/RT/Principal_Overlay.pm line 327, SCHEMA line 78.
(/apps/rt-3.8.8/lib/RT.pm:382)
Can't locate object method ACLEquivalenceObjects via package
RTx::AssetTracker::System at /apps/rt-3.8.8/lib/RT/Principal_Overlay.pm
line 327, SCHEMA line 78.
make: *** [initdb] Error 255
I found a few suggestions after Googling but nothing that helps. Any help
would be greatly appreciated.
Thanks.
Jeff Lucas
Re: [rt-users] Copy Queue Permissions
Not that I'm aware of but I did write an RT extension that makes it easy to compare queue rights side-by-side and assign them to specific users and groups. http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.03.00/lib/RTx/RightsMatrix.pm On Sun, Sep 5, 2010 at 12:28 PM, John Alberts john.albe...@exlibrisgroup.com wrote: I have a bunch of queues that I would like to all have the same permissions. Is there any way to copy permissions from one queue to another so I don't have to configure all of the queues individually? Thanks -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com cell: 1-508-878-2197 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Warning - perl idiot here
Try: perldoc -F On Thu, Jul 29, 2010 at 1:55 PM, Michael James mja...@stonebridgebank.com wrote: How come I can't view the documentation with RT_Config.pm using perldoc? tracker:~ # perldoc /opt/rt3/etc/RT_Config.pm Can't open /opt/rt3/etc/RT_Config.pm: Permission denied at /usr/lib/perl5/5.8.8/Pod/Perldoc.pm line 1380. Mike The information in this message may be proprietary and/or confidential, and protected from disclosure. If the reader of this message is not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify Stonebridge Bank immediately by replying to this message and deleting it from your computer. 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
Re: [rt-users] Help and Ideas needed for a special setup
A scrip could check who owns the last ticket and give the new ticket to the next person in the list of possible owners. Sent from my iPhone On Jun 25, 2010, at 12:39 AM, Torsten Brumm torsten.br...@googlemail.com wrote: Hi, today i got a request from a department, they need the following Setup: 1. Queue 2. 10 possible Ticket Owners They like to have the ticket given to the owners automatically by a round robin mechanism. I have no idea at the moment how to do this. Any hints or ideas? Thanks Torsten -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de 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
Re: [rt-users] Wishlist: Asset Tracker
Hi Francesc, I am the original author of Asset Tracker (AT). There is a possibility that a company will sponsor some development of AT soon. Even if that does not happen there has been some work done to make AT easier to install on RT 3.8.x that will be released sometime this summer. All contributions on building the wiki are welcome. http://code.google.com/p/asset-tracker-4rt/w/list -Todd On Mon, May 17, 2010 at 3:38 AM, Francesc Guasch fran...@etsetb.upc.edu wrote: Hi. I've been using RT for many years in different places and I love it. Recently there has been a trend in the industry to add best practices in the IT department, like ITIL. One of the main ITIL recommendations is the usage of an inventory system, called CMDB ( Configuration management database ). Actually it looks like Asset Tracker ( or RTx::Asset::Tracker ?) can be used to store the CMDB so we are deploying it inside RT. The AT home page is almost blank and the last development is from around 2006, four years ago. Anyway it looks like AT works surprisingly nice and may it save the day. I've checked the mailing list archives and there could be some late fixes and even contributions from some paid developper. I know every organization is different, but I just have the feeling an inventory system is mandatory in many IT shops today. In my opinion RT should add the Asset Tracker code inside its codebase if it doesn't want to be left behind. This is my opinion and maybe I am the only one that thinks that way. I just don't know what's in the RT roadmap but I think it should be considered. Thank you very much. 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
Re: [rt-users] Help with Approvals needed
Torsten,
I have never been a fan of using templates to create tickets. To me
the learning curve for CreateTickets is nearly as large as for
learning the RT API but does not have nearly the same amount of
flexibility.
-Todd
On Mon, Apr 12, 2010 at 2:53 AM, Brumm, Torsten / Kuehne + Nagel / Ham
MI-ID torsten.br...@kuehne-nagel.com wrote:
Dear List,
i need some help or Ideas about Approvals of RT. I have to create a huge
workflow with several approvals needed.
i know already, that i can start several approvals within one template, i
also know, that this templates can have perl code inside, but i'm not sure
at the moment about the best way to create something like this:
Scrip: OnCreate - CreateTickets - Template:Approval
Template should look like this:
if fieldA = xyz {
Approval 1
if fieldB = abc {
Approval 2
} else if fieldC =123 {
Approval 3
}
}
So i need some logic inside this approvals, my question:
Is this doable inside the template part or is it better to put the logic
inside a scrip and fire from the scrip several templates?
Torsten
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[rt-users] How to customize RT's FCKeditor?
Anyone know how to customize the FCKeditor instances in RT? I would
like to expose the editor controls be default.
I tried this but it doesn't pick up the config file:
$ git diff share/html/Elements/HeaderJavascript
diff --git a/share/html/Elements/HeaderJavascript
b/share/html/Elements/HeaderJavascript
index 6ee88a1..bf12104 100644
--- a/share/html/Elements/HeaderJavascript
+++ b/share/html/Elements/HeaderJavascript
@@ -113,6 +113,7 @@ $onload = undef
var oFCKeditor = new FCKeditor( textArea.name,
'100%', % RT-Config-Get('MessageBoxRichTextHeight') % );
oFCKeditor.BasePath =
%RT-Config-Get('WebPath')%/NoAuth/RichText/;
+oFCKeditor.Config[CustomConfigurationsPath] =
/NoAuth/js/myconfig.js;
oFCKeditor.ReplaceTextarea();
}
}
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Re: [rt-users] Help with RT 3.8.7 and AT 1.2.4b
In file RTx/AssetTracker/Type_Overlay.pm change: ModifyTypeAdmins = 'Modify administrators for type', # loc_pair to: ModifyTypeWatchers = 'Modify watchers for type', # loc_pair On Wed, Mar 31, 2010 at 9:14 AM, Simon Dray simon.d...@antplc.com wrote: 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How do I edit RT System's saved searches?
I think this was the case at one time but I don't think so know. To clarify, I'm referring to the ones installed from /etc/initialdata. On Mon, Mar 29, 2010 at 4:06 PM, Jesse Vincent je...@bestpractical.com wrote: On Sun, Mar 28, 2010 at 05:10:40PM -0400, Todd Chapman wrote: All, I remember being able to do it once but can't figure it out. I do have SuperUser privs so that isn't the problem. IIRC, I can do this when logged in as root. Thanks! 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
Re: [rt-users] How do I edit RT System's saved searches?
On Mon, Mar 29, 2010 at 4:30 PM, Kevin Falcone falc...@bestpractical.com wrote: On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: I think this was the case at one time but I don't think so know. To clarify, I'm referring to the ones installed from /etc/initialdata. You can definitely edit searches when logged in as root and clicking on the Edit link on the homepage. They do not show up under RT System's saved searches in the query builder. -kevin That let's you edit the format but not the query itself, nor the description. I'll just create new queries instead. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Survey plugin
You could just have the resolved template include a link to a survey monkey. http://www.surveymonkey.com/ On Mon, Mar 29, 2010 at 5:15 PM, Elton S. Fenner elton.fen...@al.rs.gov.br wrote: Hi, I installed RT and I'm very happy with the result. I have about 2,500 tickets a month around 100 people working on 20 queues. Installed Active Directory authentication and many other plugins. Now I want to go further. I was googling to find a Survey plugin. I want to send a message to requestors and ask them to reply a survey. Is there someting like that in RT? Thanks. -- Elton S. Fenner, Analista de Rede, Assembléia Legislativa do RS. +55 51 3210-1249 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
Re: [rt-users] How do I edit RT System's saved searches?
On Mon, Mar 29, 2010 at 6:08 PM, Kevin Falcone falc...@bestpractical.com wrote: On Mon, Mar 29, 2010 at 05:04:35PM -0400, Todd Chapman wrote: On Mon, Mar 29, 2010 at 4:30 PM, Kevin Falcone falc...@bestpractical.com wrote: On Mon, Mar 29, 2010 at 04:18:24PM -0400, Todd Chapman wrote: I think this was the case at one time but I don't think so know. To clarify, I'm referring to the ones installed from /etc/initialdata. You can definitely edit searches when logged in as root and clicking on the Edit link on the homepage. They do not show up under RT System's saved searches in the query builder. That let's you edit the format but not the query itself, nor the description. I'll just create new queries instead. You missed You can also edit the predefined search itself: Search - Unowned Tickets Thanks Kevin! I wonder why it doesn't just take you there in the first place... Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How do I edit RT System's saved searches?
All, I remember being able to do it once but can't figure it out. I do have SuperUser privs so that isn't the problem. Thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Rights Bug?
In Principal::HasRight
unshift @{ $args{'EquivObjects'} }, $RT::System
unless $self-can('_IsOverrideGlobalACL')
$self-_IsOverrideGlobalACL( $args{'Object'} );
Shouldn't _IsOverrideGlobalACL be checked on $args{Object} instead of $self?
RT is conferring SuperUser rights for AssetTracker rights when I don't
want it to.
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Re: [rt-users] Asset Tracker Documentation
Christian, What kind of information are you looking for? -Todd On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier christian.cuvel...@attmes.com wrote: Hi everybody, is there anybody out there who has a documentation for AssetTracker 1.2.4b1 ? I think i need some advise to realize which possiblities AssetTracker offers. Thanks a lot Christian ___ 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] Is SQLite no longer supported?
I just checked RT out of git and ran: ./configure --enable-layout=inplace --with-my-user-group --with-db-typ=SQLite But the database type is set to 'mysql' in RT_Config.pm. What gives? The schema.SQLite file still exists. ___ 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] Is SQLite no longer supported?
On Mon, Nov 23, 2009 at 10:35 PM, Jesse Vincent je...@bestpractical.com wrote: On Mon, Nov 23, 2009 at 10:33:16PM -0500, Todd Chapman wrote: I just checked RT out of git and ran: ./configure --enable-layout=inplace --with-my-user-group --with-db-typ=SQLite It helps if you don't misspell '--with-db-type' Crap. Thanks Jesse! But the database type is set to 'mysql' in RT_Config.pm. What gives? The schema.SQLite file still exists. ___ 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 -- ___ 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] Billing for RT customer service.
Hi all, We use RT to perform customer service for our client. RT doesn't really have a good way for us to get the numbers we need to bill our clients. It's easy to get the number of tickets handled, but getting the number of emails sent external (to consumers) during a given time period seems to be pretty difficult (and I have a fair amount of experience with the RT API). Any advice on getting this data? Thanks! -Todd ___ 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] Simple RT script makes Mysql Server go away
All,
I am customizing RT to add an attribute to transactions that meet
certain criteria. The script below is meant to update all the existing
transactions but after a while the Mysal server goes away. Is there
anything obvious about the script causing this? Thanks!
#!/opt/perl/bin/perl
use strict;
use warnings;
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RT::Transactions;;
RT::LoadConfig();
RT::Init();
my $last = 1;
for my $id ( (500_000, 1_000_000, 1_500_000, 2_000_000, 2_500_000,
3_000_000, 3_500_000, 4_000_000, 4_500_000,
5_000_000, 5_500_000, 6_000_000, 6_500_000, 7_000_000,
7_500_000, 8_000_000, 8_500_000, 9_000_000,
9_500_000, 10_000_000) ) {
my $transactions = RT::Transactions-new( $RT::SystemUser );
$transactions-Limit( FIELD = 'ObjectType', VALUE = RT::Ticket );
$transactions-Limit( FIELD = 'Type', VALUE = EmailRecord );
$transactions-Limit( FIELD = 'id', VALUE = $last, OPERATOR = = );
$transactions-Limit( FIELD = 'id', VALUE = $id, OPERATOR =
, ENTRYAGGREGATOR = AND );
while (my $trans = $transactions-Next) {
my $ticket = $trans-Object;
if ( $ticket-RequestorIsExternal ) {
$trans-SetAttribute( Name = ExternalEmail, Content = 1);
}
}
$last = $id;
}
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Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Simple RT script makes Mysql Server go away
On Mon, Sep 28, 2009 at 3:32 PM, Jesse Vincent je...@bestpractical.com wrote: On Mon, Sep 28, 2009 at 03:23:53PM -0400, Todd Chapman wrote: All, I am customizing RT to add an attribute to transactions that meet certain criteria. The script below is meant to update all the existing transactions but after a while the Mysal server goes away. Is there anything obvious about the script causing this? Thanks! When one can make ones database server go away by issuing SQL commands What's the mysql server's error log say? Number of processes running now: 0 090928 16:18:27 mysqld restarted Not very helpful. RT doesn't seem to recognize when the server goes away and I get a lot of these on STDERR: [Mon Sep 28 20:27:01 2009] [crit]: HasRight called with no valid object (/opt/rt3/lib/RT/Principal_Overlay.pm:321) [Mon Sep 28 20:27:01 2009] [crit]: RT::Ticket=HASH(0x2ec83530) tried to load a bogus ticket: 106681 (/opt/rt3/lib/RT/Ticket_Overlay.pm:258) This is a development server so there is no load. I think maybe the load or memory of the script is growing and causing slowness that results in a timeout, but I can't say for certain and don't know how to proceed. Ideas? ___ 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] Asset Tracker: make some custom field global
If I recall correctly, this is done the same way all other RT custom fields are made global. Admin - Global - Custom Fields. On Mon, Aug 31, 2009 at 5:03 PM, Michael Ellismichael_el...@umanitoba.ca wrote: Except for Name,Type, Description, and Status; everything else in Asset Tracker is a custom field. We need to make some fields global so that they are always presented in search results like the default four, and so that they are presented in the Query Builder without first having to select a type that has that custom field. Is there a way to do this built in? If not, do Todd or others have a suggestion for where to begin to add this functionality that I could approach our programmers with? Thanks, Mike ___ 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 ___ 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] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have confused the
issue by leaving some ambiguity in what I was asking. I'm just dealing with
one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB
into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info does
it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two
different RTAT systems?)
URI is the uri of the asset the link is created in/from?
Does the reverse link get created automatically, or should I repeat the
statement, reversing Target and URI and flip the linktype?
Thanks,
Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-12-09 3:46 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
My bad. If you want to link $at to $other_at:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
Try it and see.
On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Just to clarify, in...
$at-AddLink(Type='RefersTo',Target= $at-URI);
... Target is the URI of the RefersTo link, while the URI at the end of
the line becomes the corresponding ReferredToBy?
-Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I’m wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my ($id, $t, $msg) = $at-Create (
Name = $csv[$csv_map{Name}],
Status = $csv[$csv_map{Status}],
Type = $csv[$csv_map{Type}],
What file in AT contains the handlers for these so that I can just inspect
it to see what else it can do?
Thanks,
Mike
___
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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
___
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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] Asset Tracker API
Not sure why. Do links created in the UI show up?
On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in
AT is bolstered by the fact that the developer is still answering questions.
I managed to make some headway before seeing your email, I've got a script
that can add the links and they are showing up in rt3.Link in the DB.
However, the links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189 | HasComponent | 0 |
0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14
18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a privilege,
but I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have confused the
issue by leaving some ambiguity in what I was asking. I'm just dealing with
one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB
into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info
does it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two
different RTAT systems?)
URI is the uri of the asset the link is created in/from?
Does the reverse link get created automatically, or should I repeat the
statement, reversing Target and URI and flip the linktype?
Thanks,
Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-12-09 3:46 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
My bad. If you want to link $at to $other_at:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
Try it and see.
On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Just to clarify, in...
$at-AddLink(Type='RefersTo',Target= $at-URI);
... Target is the URI of the RefersTo link, while the URI at the end of
the line becomes the corresponding ReferredToBy?
-Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I’m wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my ($id, $t, $msg) = $at-Create (
Name = $csv[$csv_map{Name}],
Status = $csv[$csv_map{Status}],
Type = $csv[$csv_map{Type}],
What
Re: [rt-users] Asset Tracker API
What do the DB entries look like for asset that do show up in the UI?
On Fri, Aug 14, 2009 at 4:11 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Yes, I should have mentioned that.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 2:56 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Not sure why. Do links created in the UI show up?
On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in
AT is bolstered by the fact that the developer is still answering questions.
I managed to make some headway before seeing your email, I've got a script
that can add the links and they are showing up in rt3.Link in the DB.
However, the links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189 | HasComponent | 0
| 0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14
18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a privilege,
but I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have confused the
issue by leaving some ambiguity in what I was asking. I'm just dealing with
one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB
into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info
does it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two
different RTAT systems?)
URI is the uri of the asset the link is created in/from?
Does the reverse link get created automatically, or should I repeat the
statement, reversing Target and URI and flip the linktype?
Thanks,
Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-12-09 3:46 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
My bad. If you want to link $at to $other_at:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
Try it and see.
On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Just to clarify, in...
$at-AddLink(Type='RefersTo',Target= $at-URI);
... Target is the URI of the RefersTo link, while the URI at the end of
the line becomes the corresponding ReferredToBy?
-Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links
Re: [rt-users] Asset Tracker API
Might be a bug in AT. In your script change:
$at-AddLink(Type='HasComponent',Target= $URI);
to:
$at-AddLink(Type='HasComponent',Base= $URI);
All links of the type should be stored as ComponentOf.
On Fri, Aug 14, 2009 at 4:21 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
| 17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189 | HasComponent | 0 |
0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14
18:30:45 |
| 18 | at://rt.lib.umanitoba.ca/asset/4189 |
at://rt.lib.umanitoba.ca/asset/3890 | ComponentOf | 0 |
0 | 12 | 2009-08-14 18:36:10 | 12 | 2009-08-14
18:36:10 |
17 created by my script doesn't display in the UI, while 18 created by root
in the UI does. The only difference seems to be the LastUpdatedBy and Creator
fields.
Thinking that it might be a privileges issue, I even tried setting the
creator field manually after creating a link with the script:
| 16 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/2904 | HasComponent | 0 |
0 | 1 | 2009-08-14 18:20:28 | 12 | 2009-08-14
18:20:28 |
Here, in 16, the Creator was changed to 12 using a set command, however it is
still not visible in the UI.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 3:15 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
What do the DB entries look like for asset that do show up in the UI?
On Fri, Aug 14, 2009 at 4:11 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Yes, I should have mentioned that.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 2:56 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Not sure why. Do links created in the UI show up?
On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in
AT is bolstered by the fact that the developer is still answering questions.
I managed to make some headway before seeing your email, I've got a script
that can add the links and they are showing up in rt3.Link in the DB.
However, the links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189 | HasComponent | 0
| 0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14
18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a privilege,
but I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have confused the
issue by leaving some ambiguity in what I was asking. I'm just dealing
with one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB
into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info
does it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two
different RTAT systems?)
URI is the uri of the asset the link is created in/from?
Does the reverse link get created automatically, or should I repeat the
statement, reversing Target and URI and flip the linktype?
Thanks,
Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-12-09 3:46
Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I’m wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my ($id, $t, $msg) = $at-Create (
Name = $csv[$csv_map{Name}],
Status = $csv[$csv_map{Status}],
Type = $csv[$csv_map{Type}],
What file in AT contains the handlers for these so that I can just inspect
it to see what else it can do?
Thanks,
Mike
___
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] Asset Tracker API
My bad. If you want to link $at to $other_at:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
Try it and see.
On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Just to clarify, in...
$at-AddLink(Type='RefersTo',Target= $at-URI);
... Target is the URI of the RefersTo link, while the URI at the end of the
line becomes the corresponding ReferredToBy?
-Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I’m wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my ($id, $t, $msg) = $at-Create (
Name = $csv[$csv_map{Name}],
Status = $csv[$csv_map{Status}],
Type = $csv[$csv_map{Type}],
What file in AT contains the handlers for these so that I can just inspect
it to see what else it can do?
Thanks,
Mike
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Re: [rt-users] RT Essentials, still revelant
I think the book is still as relevant as it was when it came out. That's not a review. Just saying it's not generally out of date, though the screenshots are out of date because of UI styling changes. On Thu, Aug 6, 2009 at 9:30 AM, Andrew Libbyali...@xforty.com wrote: I'm considering the RT Essentials book, though noticed it's publication date is in 2005. Thats almost 4 years old. I've been using RT about that long and I fear it's changed enough that the essentials book is not as relevant as it could be. Can anyone weigh in on this? Thanks. Andy -- === xforty technologies Andrew Libby ali...@xforty.com http://xforty.com === ___ 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 ___ 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] Using the RT %session global variable
I'm trying to store some temporary data is the %session variable,
similar to the way attachments are handled. (In fact I am working on
AJAX attachment uploading using Uploadify: http://www.uploadify.com/ )
Here is a small RT component I wrote to play with %session:
pre
% Dumper $session{Foo} %
/pre
% $m-abort;
%INIT
use Data::Dumper;
my $num = rand(100);
$session{Foo}{ $num } = $num;
/%INIT
No matter how many times I call it $session{Foo} only ever has 2
key/value pairs. Here is the output from 3 consecutive calls:
$VAR1 = {
'940781.303899698' = '940781.303899698',
'603827.532884804' = '603827.532884804'
};
$VAR1 = {
'284271.614611484' = '284271.614611484',
'603827.532884804' = '603827.532884804'
};
$VAR1 = {
'629885.66885177' = '629885.66885177',
'603827.532884804' = '603827.532884804'
};
Is there anything special I need to do to store data in %session?
Any advice is appreciated.
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Re: [rt-users] How to search update/comment fields and link an asset if its mentioned?
Brett,
I would look at the ExtractCustomFields extension to see how it search
the ticket. However your job is much harder because you have to
recognize all asset names, unless you require the asset be referred to
with a specific format, could make it a bit easier.
-Todd
On Thu, Jul 9, 2009 at 4:35 PM, Brett Spedalebr...@precisionmobile.net wrote:
Hey guys,
I'm using Request Tracker 3.8.4 and Asset Tracker 1.2.4 on a Debian Etch
box. RTFM 2.4.2 is also installed.
When a ticket is created/updated/resolved, I'm trying to search the
contents of the ticket for an asset's hostname. If the hostname is
mentioned in the ticket, then I'd like for a bidirectional link to
automatically be created between the ticket and the asset.
I've downloaded and installed the LinkTicketToAsset scrip, and it works
great for what it was intended for -- whenever I enter an asset's
hostname in the Asset custom field, it will create a bidirectional
link between the asset and the ticket. However, I can't figure out how
to modify it to search the entire contents of the ticket, or at least
the comment/reply/resolve sections (the main text sections).
Here is the custom condition of the LinkTicketToAsset scrip:
my $trans = $self-TransactionObj-Type;
my $new_value = $self-TransactionObj-NewValue;
my $cf_id = $self-TransactionObj-Field;
if ($trans ne 'CustomField') { return 0; }
if (! $new_value) { return 0; }
my $cf = new RT::CustomField($RT::SystemUser);
my ($id,$msg) = $cf-Load($cf_id);
if (!$id) {
$RT::Logger-crit(Could not load CF: $msg);
return 0;
}
if ($cf-Name ne 'Asset') { return 0; }
1;
Here is the cleanup code:
my $new_value = $self-TransactionObj-NewValue;
my $asset = RTx::AssetTracker::Asset-new($self-CurrentUser);
my ($id,$msg) = $asset-Load($new_value);
if (! $id) {
$RT::Logger-crit(Could not load asset $new_value: $msg);
return 0;
}
($id,$msg) = $self-TicketObj-AddLink(Type = 'RefersTo', Target =
$asset-URI);
if (! $id) {
$RT::Logger-crit(Could not AddLink: $msg);
return 0;
}
1;
I'm brand new to Asset Tracker scrips so I'm having trouble
understanding what I would need to change to get this scrip to work by
searching the entire ticket instead of just the Asset custom field. I
see where the Asset custom field is mentioned, but I'm not sure what to
replace it with.
Any help or recommendations on where to begin would be appreciated.
Thanks!
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Re: [rt-users] devel list AssetTracker
Hi Natxo, Asset Tracker is a good solution for shops that use RT already and have light/moderate asset tracking needs. If you want to improve Asset Tracker, patches are welcome and a commit bit isn't too difficult to get. Most of AT's features are derived from RT. On Sat, Jul 4, 2009 at 7:51 AM, Natxo Asenjonatxo.ase...@gmail.com wrote: hi, My apologies for posting here, but I in the assettracker some things remain unanswered (see http://code.google.com/p/asset-tracker-4rt/wiki/FeatureRequestPage ) Is there a devel mailing list for asset tracker? Are there enough people with an interest in such a list? RT is the best helpdesk software out there, but I see lots of places where the lack of some feautures (like tracking assets) get RT out the door. This is a shame. At work I am now stuck with topdesk because of this, and every time I have to use that piece of sh*t I nearly cry when I think at how good and fast RT is. That is why I would like to change this, I am no perl guru (far from that) but am willing to learn and contribute in my own time. Are there any other people interested in further improving assettracker? -- Groeten, Natxo ___ 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 ___ 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] Why are extracted custom fields not available in Autoreply template
All,
I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket-FirstCustomFieldValue('foo') in the Autoreply template I
don't get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?
Thanks!
-Todd
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Re: [rt-users] Why are extracted custom fields not available in Autoreply template
Thanks Ruslan. Is there a reason for that?
On Mon, May 4, 2009 at 1:06 PM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote:
Message from the template is generated during Prepare step.
On Mon, May 4, 2009 at 8:14 PM, Todd Chapman t...@chaka.net wrote:
All,
I have a scrip that runs first and extracts custom fields on ticket
created. The Autoreply scrip runs second, but if I use
$Ticket-FirstCustomFieldValue('foo') in the Autoreply template I
don't get the value that was extracted in the first scrip. What am I
missing? Do I need to get the first scrip to commit somehow before the
second runs?
Thanks!
-Todd
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Re: [rt-users] Does Anyone out there use RT for Change Management?
If you install the Asset Tracker extension then not only can you track/approve changes, but you could have those changes linked to an asset representing the hardware/software being changed. This is handy for viewing all changes for a particular item. On Tue, Apr 21, 2009 at 7:06 PM, Steve OBrien steve.obr...@hdesd.org wrote: Hi All, I was wondering if anyone out there was using RT for IT Change Management and if so: 1.) How is it working out for you? 2.) Any helpful hints or a description of your setup. If not, is there any other tracking system that would work better for tracking, approving, and notifying changes (server configurations, etc) TIA, Steve ___ 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 ___ 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] Asset Tracker + 3.8.2 possible?
I would use 1.2.4b1 from the repo. http://code.google.com/p/asset-tracker-4rt/source/checkout No patching of RT is necessary. Confidence level is high. :) On Mon, Mar 16, 2009 at 12:08 PM, charlie derr cd...@simons-rock.edu wrote: Greetings, I'm just getting started with trying to set up a test-instance of RT. Before I possibly break what I've so far accomplished can anyone tell me if Asset Tracker 1.2.3 will work with rt-3.8.2? In the README file there're instructions to patch rt-3.4 but I'm reluctant to run that against 3.8.2 without knowing that someone has done it before successfully. thanks so much in advance for your time, ~c ___ 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 ___ 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] Where and How to Modify Asset Tracker Main Page
html/AssetTracker/index.html On Wed, Mar 4, 2009 at 1:08 PM, John BORIS jbo...@adphila.org wrote: Where can one RTFM on how to modify the main page when you click on the Assets menu in RT 3.6.3? I want to add a portion that shows the assets for the user. John J. Boris, Sr. JEN-A-SyS Administrator Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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 ___ 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] Is there a mailing list for AT?
The list has been down for a while and I don't have time to maintain it. The code is hosted by Google. I fully support anyone who wants to run a list. On Thu, Mar 5, 2009 at 10:59 AM, who else bogey...@yahoo.com wrote: Not i know of, was searching for it as well. As I am a newbie to RT and AT, i am keen to learn more about AT too, so i created a yahoo group. You can find it here: at-user-subscr...@yahoogroups.de Dont worry about the TLD; main conversation language is english :-) Of course it is still empty, because it was just created, but i invite everybody to participate. I hope i didn't break any mailing list/forum rule, if so, please let me know. Best w_e -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22354476.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ 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 ___ 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] Is there a mailing list for AT?
The future of AT is up to it's users. It works pretty well for many right now, and as a default is sort of the same blank slate that RT is when first installed. I prefer not to do too much custom stuff in core AT that some people won't need. AT extensions can be released for that. Patches are welcome and if you have the right attitude a commit bit won't be hard to obtain. On Thu, Mar 5, 2009 at 12:13 PM, who else bogey...@yahoo.com wrote: Hi Todd, thank you. Was wondering about the future of AT; i appreciate any help and insights into AT. Am currently working on a localisation as well. So thanks again. Best w_e Todd Chapman wrote: The list has been down for a while and I don't have time to maintain it. The code is hosted by Google. I fully support anyone who wants to run a list. On Thu, Mar 5, 2009 at 10:59 AM, who else bogey...@yahoo.com wrote: Not i know of, was searching for it as well. As I am a newbie to RT and AT, i am keen to learn more about AT too, so i created a yahoo group. You can find it here: at-user-subscr...@yahoogroups.de Dont worry about the TLD; main conversation language is english :-) Of course it is still empty, because it was just created, but i invite everybody to participate. I hope i didn't break any mailing list/forum rule, if so, please let me know. Best w_e -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22354476.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ 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 ___ 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 -- View this message in context: http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22356090.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ 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 ___ 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] RT 3.6 Change look and feel of customized fields
This might help. http://lists.bestpractical.com/pipermail/rt-users/2008-February/050039.html On Wed, Feb 25, 2009 at 1:47 PM, Eggers, Ken F. kegg...@mitre.org wrote: I am a novice who has easily created customized fields (RT is Great for that) but now want to change the look and feel to allow the fields to display nicely in a browser. Can the fields look and feel as displayed in the browser be altered (see how much I am a novice!)?? Not looking to major radical changes, just some simple sizing to allow text in the field to display completely. Any pointers learning/understanding any other programming language I may need welcomed! Own RT Essentials. Running 3.6.7 on UNIX with Apache with limited admin support, so I must do! Thanks in advance Ken ___ 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 ___ 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] Custom logo broken. Does share/html/NoAuth/images/autohandler do the right thing?
I found one of the problems. The RT README says to configure mod_perl with this: Location /NoAuth/images SetHandler default /Location Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location which didn't work for me. When I changed the order to this it started working: Location / SetHandler perl-script PerlResponseHandler RT::Mason /Location Location /NoAuth/images SetHandler default /Location On Wed, Feb 25, 2009 at 4:27 AM, Ruslan Zakirov ruslan.zaki...@gmail.com wrote: Yeah, that's true that mason tries to parse things even when there is autohandler in the same or above dir. This happens as a comp may define autohandler or drop all of them. However, I do recall we did something about that in custom handler. On Wed, Feb 25, 2009 at 2:18 AM, Todd Chapman t...@chaka.net wrote: I have production (mod_perl) and development (standalone_httpd) RT instances. The mod_perl instance is configured according to RT's README but Mason still tries to interpret the image. Same thing happens in my standalone_httpd RT, even with the autohandler. I think the default BP logo doesn't have any bits that can be mistaken as Mason markup. This is with the inplace layout, though I'm not sure that matters. Ideas? ___ 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 -- Best regards, Ruslan. ___ 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] Ticket taken twice
On Wed, Feb 25, 2009 at 4:11 PM, Jesse Vincent je...@bestpractical.com wrote: On Wed 25.Feb'09 at 12:25:39 -0800, Joachim Thuau wrote: Hello, I have RT-3.6.1, postgres backend, apache with mod_perl. Todd Chapman patched this issue in RT quite a while back. I don't remember if it's in 3.6.7, but I believe it is. It's definitely fixed in 3.8. That was about 4 years ago! I think it was fixed in 3.6.2. It felt good to find and fix that race condition. :) We just stumbled upon a funny situation. I'm hoping one of you is going to be able to help me sort it out. A few minutes ago, 2 helpdesk techs used the take button, at pretty much the same time. Upon closer inspection, here are the interesting bits: The history, under display, of that ticket shows the following output in the history: [create ticket bits here] # Wed Feb 25 11:35:50 2009 Tom - Taken # Wed Feb 25 11:35:50 2009 Geoff - Taken I asked Geoff to give the ticket back to Tom. When Geoff tried to set the owner to Tom, RT threw an error: Could not change owner. Group already has member. So it looks like Owner is a group that, for this ticket, has 2 principals (which, I believe, it shouldn't have). We tried to steal the ticket, give it to nobody, and everytime, we get an error Could not change owner. Group already has member. So the question is: how do I go about making the ticket behave properly? I suppose I need to go into the DB and fix it there. And I suppose some code probably needs to be fixed so that race condition doesn't happen (or is it fixed in newer versions?). Thank you, Jok ___ 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 -- ___ 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 ___ 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] RT 3.8 mangles html attachment
On Mon, Feb 23, 2009 at 2:14 PM, Jesse Vincent je...@bestpractical.com wrote: On Mon, Feb 23, 2009 at 11:14:00AM -0800, Tom Lahti wrote: On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote: Correction, the weird question mark characters are between every character in the original document. Like so: �h�e�a�d�� � ��m�e�t�a� Fascinating. Does it do this with all html attachments? That looks suspiciously like full 16-bit Unicode to me. It was pointed out earlier in the thread that the encoding was UTF-16LE. I was surprised when no one said the conversion library we use doesn't support automatic detection of/conversion from 16-bit encodings, but I don't know what is being used in RT. With the iconv library, if you want to convert from UTF-16, you have to specify it as the from code. As far as I know. But it does work if you do. Todd and I got further into it. We're using Encode::Guess, which should handle this. Todd had some promising places to dig for a bug. I'll be sending a test as soon as I finish converting this bugzilla instance to a new RT instance. ;) -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- -- ___ 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 ___ 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] RT 3.8 mangles html attachment
On Mon, Feb 23, 2009 at 6:04 PM, Tom Lahti t...@bitstatement.net wrote: Todd and I got further into it. We're using Encode::Guess, which should handle this. Todd had some promising places to dig for a bug. Curious: does Encode::Guess handle UTF-16(LE|BE) without a byte order mark? That would be ... fascinating. No it doesn't. I think the problem is the RT code splits the message into lines and processes each line separately. Only the first line has the BOM (Byte Order Mark) so the conversion fails on the rest of the lines. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ 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 ___ 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] RT 3.8 mangles html attachment
On Fri, Feb 20, 2009 at 1:04 PM, Jesse Vincent je...@bestpractical.com wrote: On Thu 19.Feb'09 at 13:48:48 -0500, Todd Chapman wrote: Well, what does the database say for content-type? Is the content in the database 'right'? Sorry. And thanks again for all the help! mysql select Subject, Filename, ContentType, ContentEncoding, Headers from Attachments where id=10792\G X-Mailer: MIME-tools 5.426 (Entity 5.426) Content-Type: text/html; charset=utf-8; Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 Content-Length: 73017 This really does look like our content-type sniffing for HTML probably wants to look inside the content for an encoding. But there's a chicken and egg problem there. I think you probably want to see if Encode::Guess does the right thing with your utf-16 html. If so, then it might be a problem in how RT uses it. I look forward to further triage. Hmmm. Just noticed this error: [Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for text/html - Re Eprize RPC interface failing on DC registration.htm (/opt/rt3-devel/bin/../lib/RT/I18N.pm:234) [Fri Feb 20 18:32:55 2009] [error]: Encoding error: UTF-16:Unrecognised BOM 78 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190. And just found this in production: Feb 19 10:39:28 c0sup-rt02 RT: Encoding error: UTF-16:Unrecognised BOM 78 at /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190. Stack: [/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm:190] [/opt/rt3/bin/../lib/RT/I18N.pm:235] [/opt/rt3/bin/../lib/RT/I18N.pm:153] [/opt/rt3/bin/../lib/RT/Interface/Web.pm:853] [/opt/rt3/share/html/Ticket/Update.html:308] [/opt/rt3/share/html/autohandler:311] defaulting to ISO-8859-1 - UTF-8 (/opt/rt3/bin/../lib/RT/I18N.pm:239) Word putting in an invalid BOM? I upgraded Encode from 2.26 to 2.31 but it had no effect. ___ 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] RT 3.8 mangles html attachment
The attached script and input file trigger the error. I think the
problem is the loop on @lines. The BOM is only in the first line so
the rest is cornfused.
On Fri, Feb 20, 2009 at 1:43 PM, Jesse Vincent je...@bestpractical.com wrote:
Hmmm. Just noticed this error:
[Fri Feb 20 18:32:55 2009] [debug]: Converting 'UTF-16' to 'utf-8' for
text/html - Re Eprize RPC interface failing on DC registration.htm
(/opt/rt3-devel/bin/../lib/RT/I18N.pm:234)
[Fri Feb 20 18:32:55 2009] [error]: Encoding error:
UTF-16:Unrecognised BOM 78 at
/usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/Encode.pm line 190.
How small a test case can you get to fail like that?
use strict;
use warnings;
use RT;
RT::LoadConfig();
RT::Init();
use MIME::Entity;
use RT::I18N;
my $Message = MIME::Entity-build(
Type= 'multipart/mixed',
Subject = foo,
);
open(my $filehandle, , file) or die;
my (@content,$buffer);
while ( my $bytesread = read( $filehandle, $buffer, 4096 ) ) {
push @content, $buffer;
}
$Message-attach(
Type = text/html,
Filename = 'myfile',
Data = \...@content,
);
$Message-make_singlepart;
RT::I18N::SetMIMEEntityToUTF8($Message); # convert text parts into utf-8
file
Description: Binary data
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[rt-users] RT 3.8 mangles html attachment
We have an RT instance in a trusted environment. I have the following in RT_SiteConfig.pm: Set($TrustHTMLAttachments, 1); Set($PreferRichText, 1); Set($MaxAttachmentSize , 1000); I even turned of the HTML scrubber, yet when I attach an html file to a ticket and then save it back to my filesystem, the md5sum is changed. This doesn't happen for other file types. Anyone know what it going on? Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8 mangles html attachment
Thanks for the reply Jessee, The html no longer displays correctly in the browser after canonicalization. Suggestions? On Thu, Feb 19, 2009 at 10:47 AM, Jesse Vincent je...@bestpractical.comwrote: On Thu, Feb 19, 2009 at 10:44:50AM -0500, Todd Chapman wrote: We have an RT instance in a trusted environment. I have the following in RT_SiteConfig.pm: Set($TrustHTMLAttachments, 1); Set($PreferRichText, 1); Set($MaxAttachmentSize , 1000); I even turned of the HTML scrubber, yet when I attach an html file to a ticket and then save it back to my filesystem, the md5sum is changed. md5sum changed and mangled are hardly the same thing. But yes, RT canonicalizes text to UTF8 as it comes in. ___ 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] RT 3.8 mangles html attachment
The original file when opened up in a browser looks like a formatted web page. After processing by RT the file look like it is rendered as what looks like plain text in Safari. In Firefox there are a bunch of weird question mark characters representing the spaces between characters. FF's page info says it's a type = text/html and encoding = UTF-8. On Thu, Feb 19, 2009 at 11:05 AM, Jesse Vincent je...@bestpractical.comwrote: On Thu 19.Feb'09 at 10:49:11 -0500, Todd Chapman wrote: Thanks for the reply Jessee, The html no longer displays correctly in the browser after canonicalization. Suggestions? What do you mean no longer displays correctly? ___ 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] Forward an entire ticket to an outside email address.
That's a feature of RT 3.8. On Wed, Feb 18, 2009 at 6:29 PM, Chris Crow chrisc.em...@abshernw.comwrote: I have a quick question about RT. We have a group of technicians that work entirely from the RT's web interface, so they never see any email. This works great, but they want a way to forward a ticket, including any attachments, to an outside email address. I have no idea how to get this accomplished, my first thought was to write a perl script that would send the ticket log and attachment to an email address of choice. I'm a intermediate perl programmer on a good day, so I was wondering if anyone had any better ideas. Thanks in advance, Chris Also, everyone at my company loves RT, it has changed the way we do support! ___ 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 ___ 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] Forward an entire ticket to an outside email address.
Actually, you can't forward a whole ticket, but you can forward a comment or correspondence. On Thu, Feb 19, 2009 at 11:34 AM, Todd Chapman t...@chaka.net wrote: That's a feature of RT 3.8. On Wed, Feb 18, 2009 at 6:29 PM, Chris Crow chrisc.em...@abshernw.comwrote: I have a quick question about RT. We have a group of technicians that work entirely from the RT's web interface, so they never see any email. This works great, but they want a way to forward a ticket, including any attachments, to an outside email address. I have no idea how to get this accomplished, my first thought was to write a perl script that would send the ticket log and attachment to an email address of choice. I'm a intermediate perl programmer on a good day, so I was wondering if anyone had any better ideas. Thanks in advance, Chris Also, everyone at my company loves RT, it has changed the way we do support! ___ 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 ___ 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] RT 3.8 mangles html attachment
Correction, the weird question mark characters are between every character in the original document. Like so: �h�e�a�d�� � ��m�e�t�a� �h�t�t�p�-�e�q�u�i�v�=�C�o�n�t�e�n�t�-�T�y�p�e� �c�o�n�t�e�n�t�=��t�e�x�t�/�h�t�m�l�;� �c�h�a�r�s�e�t�=�u�n�i�c�o�d�e��� � ��m�e�t�a� �n�a�m�e�=�P�r�o�g�I�d� �c�o�n�t�e�n�t�=�W�o�r�d�.�D�o�c�u�m�e�n�t�� � ��m�e�t�a� �n�a�m�e�=�G�e�n�e�r�a�t�o�r� �c�o�n�t�e�n�t�=��M�i�c�r�o�s�o�f�t� �W�o�r�d� �1�2��� � ��m�e�t�a� �n�a�m�e�=�O�r�i�g�i�n�a�t�o�r� �c�o�n�t�e�n�t�=��M�i�c�r�o�s�o�f�t� �W�o�r�d� �1�2��� � ��l�i�n�k� �r�e�l�=�F�i�l�e�-�L�i�s�t� � On Thu, Feb 19, 2009 at 11:11 AM, Todd Chapman t...@chaka.net wrote: The original file when opened up in a browser looks like a formatted web page. After processing by RT the file look like it is rendered as what looks like plain text in Safari. In Firefox there are a bunch of weird question mark characters representing the spaces between characters. FF's page info says it's a type = text/html and encoding = UTF-8. On Thu, Feb 19, 2009 at 11:05 AM, Jesse Vincent je...@bestpractical.comwrote: On Thu 19.Feb'09 at 10:49:11 -0500, Todd Chapman wrote: Thanks for the reply Jessee, The html no longer displays correctly in the browser after canonicalization. Suggestions? What do you mean no longer displays correctly? ___ 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] RT 3.8 mangles html attachment
According to FF the original file has an encoding of UTF-16LE. It was generated by Word. (I know, I know) On Thu, Feb 19, 2009 at 11:35 AM, Jesse Vincent je...@bestpractical.comwrote: On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote: Correction, the weird question mark characters are between every character in the original document. Like so: �h�e�a�d�� � ��m�e�t�a� Fascinating. Does it do this with all html attachments? ___ 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] RT 3.8 mangles html attachment
It was attached using the web interface. On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent je...@bestpractical.comwrote: On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote: According to FF the original file has an encoding of UTF-16LE. It was generated by Word. (I know, I know) Now we're getting somewhere. Was it attached to a mail as an attachment? If so, what do the headers for the original attachment look like as they hit RT. If not, how did it get into RT? ___ 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] RT 3.8 mangles html attachment
It was attached in the web interface on the Create.html page. (Not a custom field) On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent je...@bestpractical.comwrote: On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote: According to FF the original file has an encoding of UTF-16LE. It was generated by Word. (I know, I know) Now we're getting somewhere. Was it attached to a mail as an attachment? If so, what do the headers for the original attachment look like as they hit RT. If not, how did it get into RT? ___ 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] RT 3.8 mangles html attachment
On Thu, Feb 19, 2009 at 12:29 PM, Jesse Vincent je...@bestpractical.comwrote: On Thu 19.Feb'09 at 11:55:19 -0500, Todd Chapman wrote: It was attached in the web interface on the Create.html page. (Not a custom field) And what headers is RT serving it out with? Is RT announcing it as utf8? Is that stored in the database as content-type? If you save the raw data from RT to disk and open it in a browser, does it render correctly? (Use wget, not your browser to save it. The browser could corrupt it) It displays the same when downloaded with wget. (same md5) Here are the headers via the wget -S option: HTTP/1.1 200 OK Date: Thu, 19 Feb 2009 17:52:57 GMT Server: Apache/2.2.3 (CentOS) Set-Cookie: RT_SID_techrt.80=b6f63c39b4f0992034a41bb57f9bac80; path=/ Connection: close Content-Type: text/html;charset=utf-8 Length: unspecified [text/html] On Thu, Feb 19, 2009 at 11:45 AM, Jesse Vincent [1]je...@bestpractical.com wrote: On Thu 19.Feb'09 at 11:42:42 -0500, Todd Chapman wrote: According to FF the original file has an encoding of UTF-16LE. It was generated by Word. (I know, I know) Now we're getting somewhere. Was it attached to a mail as an attachment? If so, what do the headers for the original attachment look like as they hit RT. If not, how did it get into RT? References Visible links 1. mailto:je...@bestpractical.com -- ___ 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] Custom field not mandatory in all queues
It would be easier to make two CFs with the same name. Make it mandatory in one and apply it to 3 queues. The other gets applied to the fourth queue. On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella lgre...@acquiremedia.comwrote: Thanks Kenn, It has been at least 6 months since I have done any scrip coding and was wondering if you had any sample code that would check the field and return 0 when empty? I'd really appreciate it. Thanks, Laura Kenneth Crocker wrote: Laura, I'm only on 3.6.4 so my comment may be out of date. I don't think that's possible in configuration. If a CF is set up to be mandatory, then whenever it is applied to a queue, those tickets will require an entry. What you can do is remove the Mandatory setting and then write a scrip for the queues you want it to be mandatory in and do a return 0 when checking it against the desired transactions and it is empty. Hope this helps. Kenn LBNL On 2/6/2009 12:33 PM, Laura Grella wrote: Is there a way to make a custom field mandatory in 3 queues, but not mandatory in a 4th queue? Thanks, Laura ___ 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 -- View this message in context: http://www.nabble.com/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ 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 ___ 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] Queues without explicit CorrespondAddress are disabled?
Are they new queues? If so try logging out and back in. You may be seeing the queue caching at work. On Thu, Jan 29, 2009 at 5:05 AM, Jo Rhett jrh...@netconsonance.com wrote: So in playing around with the system I observed that RT doesn't care which e-mail address you send an existing ticket reply to, it always updates the correct ticket no matter if the queue has changed or what not. That's perfect. So it got me thinking about queues which a ticket would never start in, but might get moved into later. And realizing that they could all share the default Correspondence Address. I tested the idea and it works, except in one sense. When you click on Basics or Jumbo to change the ticket queue, any queue without an explicit (different) CorrespondAddress doesn't show up in the list. This isn't a rights thing, as I'm working as a Superuser. I don't have enough brain to look at this tonight, but if any of you know why this behavior is set up and/or why it shouldn't be changed, please clue me in before I start trying to fix this. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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 ___ 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] Asset Tracker with RT 3.8.1 - easily linking a ticket to an asset?
Ruslan, Weren't you working on that? Any progress? -Todd On Sat, Jan 24, 2009 at 5:37 AM, Torsten Brumm torsten.br...@googlemail.com wrote: Hi Todd, do you have already any news on this? Torsten 2009/1/3 Todd Chapman t...@chaka.net Ruslan is working on such a feature now... Sent from my iPhone On Jan 2, 2009, at 3:27 PM, Niles, Stéphane (DSS\MAS) stephane.ni...@gnb.ca stephane.ni...@gnb.ca wrote: Hi, We've installed Asset Tracker with RT 3.8.1. We believe we installed AT correctly, but are not sure… There doesn't seem to be an easy way to link an existing ticket (or a new one for that matter) with an asset… The other way around is quite simple (from an Asset, I can create a ticket in a desired queue by selecting the queue, and clicking on New ticket in queue). I am wondering if anyone has come up with an easy way to take an existing ticket and associating it with an asset? Maybe I'm missing something or maybe the Callbacks files are not at the right place Any help appreciated… Stéphane ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.comhttp://wiki.bestpractical.com http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com sa...@bestpractical.com sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.comhttp://rtbook.bestpractical.com 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.torsten-brumm.de ___ 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] Template replies
That's what RTFM is for! http://bestpractical.com/rtfm/ On Tue, Jan 20, 2009 at 2:41 PM, John Arends jare...@illinois.edu wrote: Does anyone have anything set up where you have template replies for common situations such as account creation? A ticket might come in with a request that an account created. A tech takes the ticket, creates the account, and sends a reply. Right now they just keep the automated reply in a text file on their desktop and copy and paste. ___ 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 ___ 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
