I chose RT + RT-Assets by virtue of it's claimed capabilities and external
API's -- I've got to handle HelpDesk tickets, Developer bug tickets, and nearly
50 thousand assets. I'm focusing on Assets to start because they are pretty
crucial to the process.
I've installed RT-Assets 1.0.1 on
RT v/4.2.4, RT Assets v/1.0.1
I have a problem where I cannot include an Article into a Ticket reply
I have configured for Queue Specific Articles Hotlist support
I have the HotList drop down menus setup, but the selections do not
work/persist properly.
You choose a class, which reloads
Hi All,
I've managed to get RT to send emails using a gmail account, but now
I'm trying to get it to read emails.
If understand this [email/mta/mua/etc] all correctly then I have to
have my own mta (as described here:
http://www.spencerstirling.com/computergeek/email.html) so
I was asked by one of my users, what happens if two people are editing a ticket
at the same time ?
Our current system, that I'm trying to replace, tells users when another user
is editing the same ticket
I tried editing one ticket with two users at the same time -- I could see no
fields.
On 28 June 2014 07:02, Al Joslin allen.jos...@gmail.com wrote:
I was asked by one of my users, what happens if two people are editing a
ticket at the same time ?
Our current system, that I'm trying to replace, tells users when another user
is editing the same ticket
I tried
I've defined some User CF's, I've enabled the CFs given Everyone
'SeeCustomField' permission via global user permissions
When a NonPrivileged user logs in - they cannot
problem?
Personally I try to debug rights issues by determining and then inspecting
the relevant code. There are probably more efficient ways.
On 11/07/2014 6:03 am, Al Joslin allen.jos...@gmail.com wrote:
I've defined some User CF's, I've enabled the CFs given Everyone
'SeeCustomField
Am I correct in thinking that there is no easy way to transfer configuration
changes from one RT installation (test/dev) to another (prod) ?
Unless someone has already written a plugin that will programmatically apply
sets of configuration changes, (or, silicon gods willing, it could diff
I am wishing that RT supported CustomFields in a way other than Name == Value
This makes it impossible to have a CustomField showing a bunch of Names whose
Values are [for example] integer Object IDs
In my case I have to store billing rates for service calls, supporting multiple
external
are you wanting to achieve? Custom field options that
depend on a previously-selected value?
Custom field values can safely be deleted when they should no longer be added
to new tickets/transactions, because they are copied by value (not by
reference) when used.
On 25/07/2014 6:18 am, Al
$ticket = $self-TicketObj;
my $plan = $ticket-FirstCustomFieldValue('Plan');
$ticket-AddCustomFieldValue(
Field = 'dollar value',
Value = VALUE_FOR_PLAN-{$plan},
);
On 25 July 2014 12:44, Al Joslin allen.jos...@gmail.com wrote:
thanks!!
I'm very glad to hear that the it's store
The ticketing system that I am swinging us away from allows one to specify an
amount of billed minutes at a selected billing rate in the tech-notes (comments)
How might I support that in RT ?
thanks
Al;
--
RT Training - Boston, September 9-10
http://bestpractical.com/training
Never Mind
RT::Transaction
On Jul 26, 2014, at 11:13 AM, Al Joslin allen.jos...@gmail.com wrote:
The ticketing system that I am swinging us away from allows one to specify an
amount of billed minutes at a selected billing rate in the tech-notes
(comments)
How might I support
I've seen this question asked before, but can't find an answer
I'm using RT 4.2.5
I create a custom field, I assign it to a queue
People can't see it - so far so good
I grant 'SeeCustomField' on it for Everyone
People can't see it - that's bad
I grant 'ModifyCustomField' on it for Everyone
I can't figure out any way around granting all the ModifyCustomField
permissions on a per-field basis
And if my users don't want to see some of the CF's at the Ticket level
then I'll be granting those on a per-field basis as well.
thanks
al;
On Jul 30, 2014, at 1:54 PM, Al Joslin
I have per-transaction custom fields that the users can update when they
comment (or reply)
I need to roll those up to the Ticket as they are added, so I wrote a scrip
But I can't seem to get it to work... It's always one comment behind...
Then I found this line in the RT wiki
at that point.
If it does work for you, the community would probably appreciate you updating
that wiki text as well.
On 31/07/2014 6:29 am, Al Joslin allen.jos...@gmail.com wrote:
I have per-transaction custom fields that the users can update when they
comment (or reply)
I need to roll
I have an RT 4.2.5 w/Assets 1.01 over mysql Ver 14.14 on Ubuntu 14.04 as my
first RT
I have brought up RT 4.2.6 w/Assets 1.01 over mariadb Ver 15.1 on CentOS 6.5
As maria is a drop-in replacement for mysql I didn't use the --clone option
(anyway I don't want any of the 3K practice tickets)
manually
a PITA but do-able
al;
On Aug 1, 2014, at 5:16 PM, Al Joslin allen.jos...@gmail.com wrote:
I have an RT 4.2.5 w/Assets 1.01 over mysql Ver 14.14 on Ubuntu 14.04 as my
first RT
I have brought up RT 4.2.6 w/Assets 1.01 over mariadb Ver 15.1 on CentOS 6.5
As maria is a drop
] [warning]:
Can't call method URI on an undefined value at
/opt/rt4/sbin/../lib/RT/Transaction.pm line 1969.
(/opt/rt4/sbin/../lib/RT/Migrate/Importer/File.pm:97)
Crap !
On Aug 1, 2014, at 6:15 PM, Al Joslin allen.jos...@gmail.com wrote:
Damn -- it's the Assets !!
You seem to get a bad export
Since the rt-serializer rt-importer do not handle Assets I would like to be
able to programmatically create my Asset configurations
Neither the CustomField nor the ObjectCustomField have Create() methods
Where should I start with this?
--
RT Training - Boston, September 9-10
Permissions are not migrated either...
On Aug 1, 2014, at 6:15 PM, Al Joslin allen.jos...@gmail.com wrote:
Damn -- it's the Assets !!
You seem to get a bad export if you've Assets enabled in your RT_SiteConfig.pm
I commented out the Assets extension in the Site config and ran
I've an odd situation here, and I'm sure I've missed something very basic...
I've installed RT twice now, once over Ubuntu and again over CentOS, and root
can add users but not change his (Enoch's) password
None of the users, all granted the ModifySelf option, can change their
passwords
when logged in as root I can change other users' passwords
and the confirmation message says: password changed
Still, when trying to change my own password -- it will not change (and the
message says Auth Token Changed)
confounding...
al;
On Aug 16, 2014, at 6:33 AM, Al
priority anyway when an RT form has multiple submit buttons. In such cases
when Enter is pressed, RT could probably return a message asking the user to
click a specific button for this particular form.
On 17/08/2014 12:16 am, Al Joslin allen.jos...@gmail.com wrote:
Hitting return on the User
where do you think is the best place to write debug snippets of code?
for instance, I'm writing a callback to add a button that will create a child
ticket and copy all of the custom fields into the new ticket
but every time I change the code I've got to clear the mason cache, and restart
I'm in Custom Scrip and I can't get anything to show syslog
I've this line in my scrip
syslog(critical, Scrip: On Create Copy Custom Fields From Parent);
and nothing shows in the syslog
I dn't get it (so to speak) -- what am I doing wrong ?
--
RT Training - Boston, September 9-10
I installed and configured: RT::Authen::ExternalAuth
I've got the login via LDAP working ok -- but it won't create Privileged users
I had to turn on: AutoCreateNonExternalUsers -- which seemed odd as I
want to create only those users who are SUCCESSFULLY authenticated via LDAP
Every time I (as Enoch Root) try to grant a right to a single [Staff] user (via
Global - User Rights - Add A User) -- I get an error Principal ## not found
(where ## == that users' id)
So how do you grant an individual User rights ?
thanks
Al;
--
RT Training - Boston, September 9-10
How are you supposed to grant SuperUser to a user?
I log in as Root and go to Admin - Global - User Rights
I type the username into the AddUser box and select Rights For Administrators
and check the box for SuperUser
I hit Save Changes and I get a message: Principal 24 not found
What am I
bump
Message: 2
Date: Wed, 24 Sep 2014 11:02:38 -0400
From: Al Joslin allen.jos...@gmail.com
To: rt-users@lists.bestpractical.com
Subject: [rt-users] how to grant superUser ?
Message-ID: 4a1c2d0e-1e94-4bed-82af-d7f1ef962...@gmail.com
Content-Type: text/plain; charset=us-ascii
How
...@bestpractical.com wrote:
On 09/24/2014 11:02 AM, Al Joslin wrote:
I hit Save Changes and I get a message: Principal 24 not found
Run rt-validator -- that implies your internal user and principal tables
are missing rows.
- Alex
--
RT Training November 4 5 Los Angeles
http://bestpractical.com
--force
at no time did it complain or make any indication that anything was changed
I still get the: Principal not found error
al;
On Sep 26, 2014, at 5:10 PM, Alex Vandiver ale...@bestpractical.com wrote:
On 09/24/2014 11:02 AM, Al Joslin wrote:
I hit Save Changes and I get a message
no, that doesn’t work
I was able to get something by selecting requestor email not like ‘@‘
On Mar 13, 2015, at 4:33 PM, Trev tre...@onepost.net wrote:
Use 'nobody' vs. 'nobody in particular' as your search criteria.
On Fri, Mar 13, 2015 at 4:02 PM, Al Joslin allen.jos...@gmail.com
What is the TicketSQL to select all tickets with requestor nobody in
particular” ?
I can’t get that list from the Search GUI either
thanks
al;
I would like to have a button on the display page of a ticket that when clicked
runs some code (*) which then causes the display page to refresh
I have the code (*) written which queries a remote database and updates an rt
ticket based on what it finds
- this is all perl code, using
be pretty safe.
Thanks for confirming my plan
al;
On Mar 26, 2015, at 5:49 PM, Landon Stewart lstew...@iweb.com wrote:
On Mar 26, 2015, at 11:52 AM, Al Joslin allen.jos...@gmail.com wrote:
I would like to have a button on the display page of a ticket that when
clicked runs some code (*) which
Hello,
I’ve defined a custom field on Users
I now need to search for Tickets requested by the Users with certain
values within that custom field
I’d like to know the way to do this with TicketSQL because I’m going to
be writing it into a portlet
thanks
al;
I need to assemble a set of users from a list of user Ids
# gives me a list of _all_ the users
$users = RT::Users-new($session{'CurrentUser'});
# empties the list
$users-CleanSlate; # empty the list
#doesn’t work
my $user1 =
I am running 4.2.11
I have install mariadb 10.0
I have enabled native mySQL full text search
It works fine - EXCEPT: it seems that I can have Full Text -or- Subject from
the Simple Search box, but not both?
If I disable the full text from the RT_Site_config then the simple search box
I am running 4.2.11
I have install mariadb 10.0
I have enabled native mySQL full text search
It works fine - EXCEPT: it seems that I can have Full Text -or- Subject from
the Simple Search box, but not both?
If I disable the full text from the RT_Site_config then the simple search box
I am running 4.2.11
I have install mariadb 10.0
I have enabled native mySQL full text search
It works fine - EXCEPT: it seems that I can have Full Text -or- Subject from
the Simple Search box, but not both?
If I disable the full text from the RT_Site_config then the simple search box
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