[rt-users] RT::Action::SendEmail / RT::Action::Notify example?

2010-03-25 Thread Alex Peters
Hi, I have written a Perl script run by cron that sends out emails based on ticket states, e.g.: 1. ticket is due in = 48h and I haven't notified the owner 2. ticket is new/open but has no activity in the past week 3. ticket is stalled and its Starts date has lapsed Currently it uses

Re: [rt-users] RT::Action::SendEmail / RT::Action::Notify example?

2010-03-26 Thread Alex Peters
Alex Peters, Fri, 26 Mar 2010 11:51:50 +1100: Does anyone have a usage example of the SendEmail or Notify modules to offer here? Failing that, a way to get a Transaction object from a ticket might be enough (but I admit that I barely know what I'm doing at this early stage). Here's what I'm

[rt-users] 4.0.0: Upgrade database independently of installed code base?

2011-06-05 Thread Alex Peters
I am attempting to upgrade my RT instance from 3.8.7 to 4.0.0. My elected approach is to set up the 4.0.0 instance alongside the original 3.8.7 instance (i.e. two separate databases), and verify that the 4.0.0 instance works properly before retiring the 3.8.7 one. I have successfully set up the

Re: [rt-users] 4.0.0: Upgrade database independently of installed code base?

2011-06-11 Thread Alex Peters
On 01/-9/-28163 05:59 AM, Kevin Falcone wrote: On Sun, Jun 05, 2011 at 08:54:16PM +1000, Alex Peters wrote: I understand that I need to apply a series of sequential upgrades to the copied database in order to make it a 4.0.0 schema and complete the 4.0.0 setup, but I can't see how this is done

[rt-users] 4.0.0: Errors/warnings upgrading database from 3.8.7

2011-06-11 Thread Alex Peters
Got a couple Perl warnings and errors while attempting to upgrade a copy of my RT 3.8.7 schema to 4.0.0. Ran rt-setup-database in this manner: $INSTDIR/sbin/rt-setup-database --action upgrade --datadir $TARBALL/etc/upgrade/ Got these errors in order of perceived severity: 1. RTFM-related

[rt-users] combine Correspond and Resolve scrips?

2014-06-04 Thread Alex Peters
A default RT installation has scrips to send correspondence to requestors, and to send an email to requestors indicating that their ticket has been resolved. I'd like to combine the two in a way such that the resolution email also includes the correspondence entered as part of the resolving

[rt-users] ticket created from CLI script with wrong Due date; timezone issue?

2014-06-09 Thread Alex Peters
I have the following code being run by a cron job to create a ticket every Tuesday at 11am (Australia/Melbourne) with a due date of Wednesday at 11am (also Australia/Melbourne, so 24 hours later): use RT (); use RT::Date (); use RT::Interface::CLI (); use RT::Ticket ();

Re: [rt-users] ticket created from CLI script with wrong Due date; timezone issue?

2014-06-09 Thread Alex Peters
There's an error in the code I posted earlier. I'm actually creating the ticket like this: $ticket-Create( Queue = 'queue name', Subject = 'ticket title', Due = $due_date-ISO( Timezone = 'UTC' ), ); -- RT Training - Boston, September 9-10 http://bestpractical.com/training

Re: [rt-users] New line tag? (autofill addon in FireFox puts br tag, RT does not interpret it )

2014-06-10 Thread Alex Peters
What is the specific add-on? To me this sounds like an issue with the add-on rather than with RT. RT just uses a standard text area element to my knowledge. On 10/06/2014 7:28 pm, Katina Haytova katina.hayt...@securax.org wrote: Hello, I am using RT with an Autofill Forms addon in Firefox.

Re: [rt-users] using HTTPS: RT complains about $WebPort

2014-06-10 Thread Alex Peters
I don't think RT can be configured that way. Consider setting up RT for port 443 only, and setting up the web server to redirect requests on port 80 to identical locations on port 443. This should deliver the same end user experience with the benefit of coaxing users to move over to port 443. On

Re: [rt-users] ticket created from CLI script with wrong Due date; timezone issue?

2014-06-17 Thread Alex Peters
Falcone falc...@bestpractical.com wrote: On Tue, Jun 10, 2014 at 12:21:35PM +1000, Alex Peters wrote: my $due_date = RT::Date-new($RT::SystemUser); $due_date-Set( Value = '11am Wednesday', Format = 'unknown', ); my $ticket = RT::Ticket-new($RT::SystemUser); $ticket-Create

Re: [rt-users] ticket created from CLI script with wrong Due date; timezone issue?

2014-06-18 Thread Alex Peters
relative to the RT-configured timezone, hence my use of RT::Date. On 19/06/2014 5:38 am, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Jun 18, 2014 at 10:53:11AM +1000, Alex Peters wrote: That was just a transcribing error on my part. I call a method on the RT::Date object to get

[rt-users] how to unset a ticket's Due date?

2014-06-24 Thread Alex Peters
I'm trying to remove a Due date from a ticket. Historically, entering - or 0 into the field worked fine for me. When I try this now however (RT v4.2.5), the page just reloads and the date doesn't get removed. Neither not set nor just whitespace have any effect when entered either. Nothing

Re: [rt-users] Change Management Multiple Owners

2014-06-25 Thread Alex Peters
On 26 June 2014 03:11, Alex Vandiver ale...@bestpractical.com wrote: Keep all replies on-list. I do not have time to reply to every email, and replying to me directly means that (a) others do not have the opportunity to respond, and (b) denies answers to current and future readers of the

Re: [rt-users] Change Management Multiple Owners

2014-06-26 Thread Alex Peters
$group doesn't remain defined across the other sets of curly braces when defined as my. Changing my $group to our $group should get rid of this error. On 27/06/2014 2:40 am, Aaron McCarthy aaron.mccar...@southwestern.ie wrote: Hi Alex, I forgot to mention that in the logs. The error I am

Re: [rt-users] how to unset a ticket's Due date?

2014-06-30 Thread Alex Peters
Given no answers yet, it seems that either no one can replicate this (in which case a works for me would prompt me to debug further) or no one has attempted to remove due dates from tickets in v4.2.5. I'll assume the latter and file a bug report. On 24 June 2014 21:40, Alex Peters

Re: [rt-users] Cancel all scrips on custom resolve

2014-06-30 Thread Alex Peters
I have achieved this in the past by temporarily moving the ticket to a queue without resolve scrips, resolving the ticket then moving it back to the correct queue. You could automate this by creating a Silent Resolve queue, and having a scrip to resolve the ticket and then move it back to the

Re: [rt-users] multiple users editing the same ticket - how does RT handle concurrent edits ?

2014-06-30 Thread Alex Peters
RT doesn't notify two users if they have both entered an editing screen for the same ticket, as you've discovered. I'm not sure that many people generally see this as an issue though. If two people add commentary to the ticket, both comments are kept. If two people edit a ticket's fields at the

Re: [rt-users] ticket created from CLI script with wrong Due date; timezone issue?

2014-06-30 Thread Alex Peters
needs to be set. Setting $AmbiguousDayInFuture to 1 has fixed my problem. On 20 June 2014 02:31, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Jun 19, 2014 at 11:25:52AM +1000, Alex Peters wrote: The code posted in my original message, minus the $ticket-Create call, generates

Re: [rt-users] how to unset a ticket's Due date?

2014-06-30 Thread Alex Peters
Thank you, but entering 0 does not work for me. On 30/06/2014 5:30 pm, Christian Loos cl...@netcologne.de wrote: Am 30.06.2014 08:04, schrieb Alex Peters: Given no answers yet, it seems that either no one can replicate this (in which case a works for me would prompt me to debug further

Re: [rt-users] Customizing newest unowned tickets search with user-specific data?

2014-06-30 Thread Alex Peters
I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets in queues whose groups the users don't belong to, you would get

Re: [rt-users] how to unset a ticket's Due date?

2014-06-30 Thread Alex Peters
Especially the change to RT::Date-Unix as I see this the logs if I enter 0: Passed a unix time less than 0, forcing to 0: [-3600] Chris Am 30.06.2014 10:04, schrieb Alex Peters: Thank you, but entering 0 does not work for me. On 30/06/2014 5:30 pm, Christian Loos cl...@netcologne.de

Re: [rt-users] Customizing newest unowned tickets search with user-specific data?

2014-06-30 Thread Alex Peters
with this though. On Tue, 1 Jul 2014, Alex Peters wrote: I don't believe that you can achieve this with Ticket SQL, but there is another potential solution: You mention that the users are in groups for the queues relevant to them. If you configure RT so that the users can't see tickets

Re: [rt-users] Unable to receive remote email into RTIR queue but local email to queue works

2014-07-01 Thread Alex Peters
What does the RT debug log say in both instances? On 02/07/2014 8:45 am, john bradley jbradley.m...@gmail.com wrote: RHEL 6.5 mail: postfix – running on RT server box RT: 4.0.20 RTIR: latest Everyone group is allowed to create tickets in the queue. Kinda stumped here - an advice would be

Re: [rt-users] Unable to receive remote email into RTIR queue but local email to queue works

2014-07-02 Thread Alex Peters
--queue 'Incident Reports' --action correspond --url https://rtir.vtitel.net/; #newaliases #service postfix restart Still receiving the same error. Thanks for the help so far tracking this down. On Tue, Jul 1, 2014 at 7:36 PM, Alex Peters a...@peters.net wrote: What does the RT debug log

Re: [rt-users] Weird Behavior

2014-07-02 Thread Alex Peters
In Subject: [x xx.xxx.edu #1091], does x xx.xxx.edu precisely match either of your $rtname config value or a queue's Subject Tag setting? The fact that there's a space in there suggests that it might not. On 3 July 2014 13:19, Mark Campbell mcc...@psu.edu wrote: So for testing I ran

Re: [rt-users] Weird Behavior

2014-07-02 Thread Alex Peters
cg.xxx.edu Should it simply be the rtname? On 7/2/2014 11:23 PM, Alex Peters wrote: In Subject: [x xx.xxx.edu #1091], does x xx.xxx.edu precisely match either of your $rtname config value or a queue's Subject Tag setting? The fact that there's a space in there suggests that it might

Re: [rt-users] Weird Behavior

2014-07-02 Thread Alex Peters
the Networking queue would look like [Networking cg.xxx.edu #1091] So in the subject tag field for the queue configuration we have Networking cg.xxx.edu Is this not allowed? or would the space between Networking and cg.xxx.edu cause issues? Mark On 7/2/2014 11:34 PM, Alex Peters wrote

Re: [rt-users] Spreadsheet view?

2014-07-03 Thread Alex Peters
In earlier versions of RT, an Offline tool existed which would allow a user to display the summaries of a set of tickets in an editable text box. It wasn't exactly a spreadsheet, but it would permit quick and easy updating of many fields across many tickets in a manner that was easy enough to

Re: [rt-users] Column width in search results

2014-07-05 Thread Alex Peters
I haven't tried this personally but STYLE:overflow:hidden might be what you're after. On 05/07/2014 2:28 am, AJ aaron.mccar...@southwestern.ie wrote: I have constructed a search within RT for unowned tickets that has text-wrapping on some results and not on others. Here is the format code: '

Re: [rt-users] RT-mailgate question

2014-07-07 Thread Alex Peters
From your description, it seems that the managers are currently watching the ticket as AdminCCs. Can you please give an example of the information that you need in the emails that are sent to the managers? The emails already show the name and email address of the person adding correspondence to

Re: [rt-users] Column width in search results

2014-07-07 Thread Alex Peters
I suspect that the containing element type is the problem rather than where the CSS is defined. This thread offers another potential solution (I haven't tested it): http://stackoverflow.com/questions/509711/why-does-overflowhidden-not-work-in-a-td On 8 July 2014 00:56, AJ

Re: [rt-users] RT-mailgate question

2014-07-08 Thread Alex Peters
AM, Alex Peters wrote: From your description, it seems that the managers are currently watching the ticket as AdminCCs. Can you please give an example of the information that you need in the emails that are sent to the managers? The emails already show the name and email address

Re: [rt-users] Column width in search results

2014-07-08 Thread Alex Peters
I don't think such a module exists; it doesn't seem like a common request. Out of curiosity, is there a specific problem you're trying to fix with this or is it just a matter of cosmetic preference? My first step would be to develop some HTML independently of RT that correctly demonstrates what

Re: [rt-users] Some users can't see comment / editor box?

2014-07-10 Thread Alex Peters
If only some users are affected then it's almost definitely a browser issue, as RT doesn't alter its output per browser to my knowledge (unless RT thinks it's a mobile browser). Clearing browser caches may help. On 11/07/2014 3:23 am, Jeff Blaine jbla...@kickflop.net wrote: We're experiencing

Re: [rt-users] User/Summary.html not showing CF's

2014-07-10 Thread Alex Peters
New fields need to be added explicitly on the User Summary page. As far as I know, it's not a rights issue. Does changing the $UserSummaryExtraInfo config value solve your problem? Personally I try to debug rights issues by determining and then inspecting the relevant code. There are probably

Re: [rt-users] User/Summary.html not showing CF's

2014-07-15 Thread Alex Peters
of many custom fields on their records, and staff: who should not have any of those fields shown How can I hide those custom fields when displaying Staff records ? thanks Al; On Jul 10, 2014, at 8:49 PM, Alex Peters a...@peters.net wrote: New fields need to be added explicitly on the User

Re: [rt-users] a configuration manager/plugin for RT

2014-07-15 Thread Alex Peters
Please report these errors and warnings, because anything that ships directly with RT 4.2 should definitely be fully supported by RT 4.2. On 16/07/2014 12:48 am, Rémi mire...@gmail.com wrote: Hi Al, I'm in the same situation and I'm looking for something to transfer configuration for one

Re: [rt-users] Triggering an API call to external application

2014-07-16 Thread Alex Peters
The cleanest way would be through a scrip, as you correctly suspected. Simply write Perl code to call the API in the required manner, probably using LWP::UserAgent (or possibly WWW::Mechanize). On 16 July 2014 21:43, pj loh optimi...@gmail.com wrote: Hi, I'd like to, at the creation of a

[rt-users] Fwd: Help with setting RT Due Date

2014-07-16 Thread Alex Peters
-- Forwarded message -- From: Joe Kirby ki...@umbc.edu Date: 16 July 2014 21:24 Subject: Re: [rt-users] Help with setting RT Due Date To: Alex Peters a...@peters.net Thank you. I had forgotten that but in the end I still have the issue of trying to update the due date from a CF

Re: [rt-users] Help with setting RT Due Date

2014-07-16 Thread Alex Peters
2014 00:45, Alex Peters a...@peters.net wrote: -- Forwarded message -- From: Joe Kirby ki...@umbc.edu Date: 16 July 2014 21:24 Subject: Re: [rt-users] Help with setting RT Due Date To: Alex Peters a...@peters.net Thank you. I had forgotten that but in the end I still have

Re: [rt-users] Status '' isn't valid status for tickets in this queue Error

2014-07-16 Thread Alex Peters
Have you enabled debug logging? The output of the log during the attempted ticket creation could be of great assistance. Is the problem specific to this user? Can you confirm that she's attempting to create the ticket via email and not via the web? If she has web access, do you know whether

Re: [rt-users] Adding Template content to the reply box

2014-07-17 Thread Alex Peters
Sounds like you're after articles: https://www.bestpractical.com/docs/rt/latest/customizing/articles_introduction.html http://requesttracker.wikia.com/wiki/Articles On 17 July 2014 22:04, AJ aaron.mccar...@southwestern.ie wrote: Hi all, I have just made 29 templates and made a custom field

Re: [rt-users] How can you use requestor info in custom field

2014-07-18 Thread Alex Peters
You can do this with a scrip which fires on ticket creation, accesses the user's relevant location information, then puts it in the ticket's custom field. The location information of the user creating the ticket can be accessed in scrip code via: $self-TransactionObj-CreatorObj-Organization

Re: [rt-users] Daily report time worked

2014-07-18 Thread Alex Peters
How are you currently capturing/reporting that information? This doesn't sound like a feature native to a plain RT installation. On 18 July 2014 00:52, AdamThomas adam.tho...@sgs.com wrote: My boss wants a daily report of time worked from the tickets in RT. The problem is if the same ticket

Re: [rt-users] How can you use requestor info in custom field

2014-07-18 Thread Alex Peters
in just the line. Where do I need to correct my syntax? *Adam Thomas* *SGS Canada* Application Support - Big Machines Development *SGS Canada* Phone: +1-705-652-2000 ext 2505 Cell: +1-705-957-1618 E-mail: adam.tho...@sgs.com jessica.mar...@sgs.com *From:* Alex Peters [mailto:a

Re: [rt-users] Fwd: Status '' isn't valid status for tickets in this queue Error

2014-07-18 Thread Alex Peters
! On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters a...@peters.net wrote: Have you enabled debug logging? The output of the log during the attempted ticket creation could be of great assistance. Is the problem specific to this user? Can you confirm that she's attempting to create the ticket

Re: [rt-users] Fwd: Status '' isn't valid status for tickets in this queue Error

2014-07-18 Thread Alex Peters
needs to be updated with version information for that earlier restriction. On 19/07/2014 11:37 am, Alex Peters a...@peters.net wrote: Your pasted snippet doesn't include an on_create definition, which is used to determine which status is applied to tickets created by email: https

Re: [rt-users] Blank To line

2014-07-19 Thread Alex Peters
Did you end up finding a solution to this problem? If I had to implement a fix to prevent tickets from being created in this situation, I'd probably try to handle it at the MTA level and not pass such emails to rt-mailgate in the first place. However, I'd probably try to solve this first by

Re: [rt-users] changing user's permissions from outside of RT

2014-07-19 Thread Alex Peters
What is the scope of your definition of outside RT? RT has a command line interface, and you can also run Perl scripts on the RT host that interact directly with RT's library code to achieve tasks. One example of an operation that can be run directly on the RT host is this script, which resets

Re: [rt-users] Issues with permissions and Asset extension

2014-07-19 Thread Alex Peters
If your users require facilities beyond just creating and replying to their own tickets, I would recommend setting those users up as within some group rather than just privileged/unprivileged. Then, you can simply use rights/permissions to decide what is or isn't available to that group (and

Re: [rt-users] Told in searches

2014-07-23 Thread Alex Peters
If a ticket has never been told, then logically it can't have been told within the past 48 hours. The following search should do what you want: (Told = 0 OR Told '48 hours ago') On 24 July 2014 05:31, Jeff Blaine jbla...@kickflop.net wrote: Shouldn't Told '48 hours ago' return the tickets

Re: [rt-users] Delete dashboard? Delete saved search?

2014-07-23 Thread Alex Peters
Saved searches can be deleted from the Edit Search screen after loading it. Dashboards can be deleted from within the Basics screen for those dashboards. On 24 July 2014 04:56, Jeff Blaine jbla...@kickflop.net wrote: I see no web UI method to delete either a dashboard or a saved search. Am

Re: [rt-users] Default My Ticket

2014-07-23 Thread Alex Peters
Technically, a user's tickets are only theirs if they own them. However, components can easily be added and removed from the home screen so another option is to create a saved search, possibly called My Requests, which returns all tickets matching those criteria: Requestor.id = '__CurrentUser__'

Re: [rt-users] Vintage upgrade fails

2014-07-24 Thread Alex Peters
Running this step as the Unix root user should not be necessary. The error message is interesting, because it suggests that RT is not attempting to connect to the database as the correct database user. Do you have two separate database user accounts set up for RT—one for regular use, and one for

Re: [rt-users] Vintage upgrade fails

2014-07-24 Thread Alex Peters
these in a sandbox environment so I can step back to any saved snapshots and try and try again. The RT4 upgrade process is done except this final one, the database upgrade. Any more ideas? Tamas on 2014.07.24. 14:57, Alex Peters wrote: Running this step as the Unix root user should not be necessary

Re: [rt-users] absence planning

2014-07-24 Thread Alex Peters
You can probably use: $self-TicketObj-OwnerObj-FirstCustomFieldValue('absent') to access the value of the owner's absent custom field. I don't understand why you are testing for a ticket status change. Wouldn't you want the scrip to run only when correspondence occurs? On 24 July 2014 23:14,

Re: [rt-users] Vintage upgrade fails

2014-07-24 Thread Alex Peters
the upgrade should work fluently. Should I try to create the 'rt_user' DB user? I don't think that would be a solution but who knows. Tamas on 2014.07.24. 15:27, Alex Peters wrote: RT is defaulting to database username rt_user because you didn't specify the correct value when you ran

Re: [rt-users] Vintage upgrade fails

2014-07-24 Thread Alex Peters
rows in set (0.00 sec) Before you ask: the 'rt4' database was created by me simply typing 'create database rt4;', because the upgrade process needs it, but it will not create it for you. That is why I have both 'rt3' and 'rt4'. on 2014.07.24. 15:43, Alex Peters wrote: To me, this suggests

Re: [rt-users] absence planning

2014-07-24 Thread Alex Peters
is changed and with my scrip the user will be nobody. Best regards, Bernhard *Von:* Alex Peters [mailto:a...@peters.net] *Gesendet:* Donnerstag, 24. Juli 2014 15:33 *An:* Eierschmalz, Bernhard *Cc:* rt-users@lists.bestpractical.com *Betreff:* Re: [rt-users] absence planning You

Re: [rt-users] absence planning

2014-07-24 Thread Alex Peters
or resolved to “open” Now my scrip triggers this status change and changes the user to “nobody”. I hope you can see my idea more clear now. best regards Bernhard *Von:* Alex Peters [mailto:a...@peters.net] *Gesendet:* Donnerstag, 24. Juli 2014 16:11 *An:* Eierschmalz, Bernhard

Re: [rt-users] How do I make a custom field with values not equal to names ?

2014-07-24 Thread Alex Peters
I'm not sure I understand your question. Are you asking whether custom fields can hold multiple values at once? You can set up custom fields that do this. What exactly are you wanting to achieve? Custom field options that depend on a previously-selected value? Custom field values can safely

Re: [rt-users] How do I make a custom field with values not equal to names ?

2014-07-24 Thread Alex Peters
don't want the user to see the values, only the options thanks al; On Jul 24, 2014, at 8:04 PM, Alex Peters a...@peters.net wrote: I'm not sure I understand your question. Are you asking whether custom fields can hold multiple values at once? You can set up custom fields that do this. What

Re: [rt-users] Migrate form 4.0.7 to 4.2.6 with new server

2014-07-25 Thread Alex Peters
Consider cloning your existing RT database to a new database, providing the new RT installation with the database connection details in its RT_SiteConfig.pm file, then running the sbin/rt-setup-database script: $ cd /path/to/new/rt $ sbin/rt-setup-database --action upgrade --dba XXX

[rt-users] v4.2.6: strange display of subtitles in Saved Searches portlet

2014-07-30 Thread Alex Peters
On my RT v4.2.6 installation, I'm seeing in my Saved Searches portlet what was displayed as: XXX's saved searches now displaying as: XXX -- s -- saved -- searches where -- represents a large blank space. I don't have any local modifications which should affect

Re: [rt-users] Add Time difference in search result

2014-07-30 Thread Alex Peters
RT automatically stores dates and times into tickets when they are created, opened and closed. I notice that you want a relative value (e.g. 40 minutes ago), which means that that value is only meaningful for a very short time, so perhaps you're wanting to place it in an outgoing email or

Re: [rt-users] Difficulty implementing LDAP/AD Authorization

2014-07-30 Thread Alex Peters
RT won't look at any changes you place in example RT_SiteConfig.pm files included with extensions (if that's why you've included that file in your previous e-mail). You need to copy the relevant changes into your RT installation's RT_SiteConfig.pm file. On 31/07/2014 3:12 am, Rezty Felty

Re: [rt-users] Scrip access to Per-Transaction custom field values -- need a workaround !!

2014-07-30 Thread Alex Peters
I wonder whether that note on the wiki page still applies to scrips that run in batch mode, where the scrip runs after all transactions complete. Consider trying a batch scrip (which has multiple transactions available to it). A batch scrip can look at all the transactions and hopefully find the

Re: [rt-users] Add Time difference in search result

2014-07-31 Thread Alex Peters
Okay, I understand now: you want to track when a ticket moves from resolved to open (which isn't recorded automatically), not open to resolved (which is). - You need to obtain access to the ticket here via shift, not $Ticket. - One line is missing a terminating semicolon. - You can use

Re: [rt-users] absence planning

2014-07-31 Thread Alex Peters
:2231)* *[12166] [Thu Jul 31 09:49:06 2014] [warning]: Use of uninitialized value $CFval in string eq at (eval 838) line 2. ((eval 838):2)* What should I do now? best Regards, Bernhard *Von:* Alex Peters [mailto:a...@peters.net] *Gesendet:* Freitag, 25. Juli 2014 01:53

Re: [rt-users] absence planning

2014-07-31 Thread Alex Peters
. It is named absent, and I user RT 4.2.6 – but I think anyway it’s better to use the ID. Best regards Bernhard *Von:* Alex Peters [mailto:a...@peters.net] *Gesendet:* Donnerstag, 31. Juli 2014 12:28 *An:* Eierschmalz, Bernhard; rt-users@lists.bestpractical.com *Betreff:* Re: AW: [rt-users

Re: [rt-users] absence planning

2014-07-31 Thread Alex Peters
Regards Bernhard *Von:* Alex Peters [mailto:a...@peters.net] *Gesendet:* Donnerstag, 31. Juli 2014 13:26 *An:* Eierschmalz, Bernhard; rt-users@lists.bestpractical.com *Betreff:* Re: AW: [rt-users] absence planning I believe that the Absent custom field belongs to users rather than

Re: [rt-users] Add Time difference in search result

2014-07-31 Thread Alex Peters
That code seems okay to me. Is you anything useful being reported to RT's debug log? Replacing all of that code with: ... value = sub { return 'this works'; }, ... could be useful in determining whether the problem lies with that code, or elsewhere (i.e. how the search result column is

Re: [rt-users] Add Time difference in search result

2014-07-31 Thread Alex Peters
If you don't see this works in your search results with that change, then I'd suspect a problem in how the new column is defined overall. What's the complete content of the file you're using to define that new search result column, where are you placing it, and what does your test search result

Re: [rt-users] Add Time difference in search result

2014-07-31 Thread Alex Peters
The search result format string from the Advanced screen of the search builder looks okay to me. The file you've referenced only manages the addition of the field to the select box on the search builder screen, and is presumably in the correct location and working if your new field is showing up

Re: [rt-users] absence planning[Spam-Wahrscheinlichkeit=46]

2014-08-01 Thread Alex Peters
a problem to run the scrip on any change? Without the check “is correspondence”? Background: I think when one user is back from holiday and forgets to set himself to “not absent”, he will recognize this faster when I run the scrip on any change. Br bernhard *Von:* Alex Peters [mailto:a

Re: [rt-users] Add Time difference in search result

2014-08-01 Thread Alex Peters
I believe that you need to use Reopened in your search and the BuildFormatString/Default callback, not DifferenceReopenedTime as you currently have. # $RT_ROOT/local/html/Callbacks/MyRT/Search/Elements/BuildFormatString/Default %INIT push @{$Fields}, 'Reopened'; /%INIT %ARGS $Fields = undef

Re: [rt-users] Add Time difference in search result

2014-08-01 Thread Alex Peters
Be sure to clear the server-based Mason cache before restarting the web server: http://requesttracker.wikia.com/wiki/CleanMasonCache as your changes to those files otherwise won't be visible to RT. On 1 August 2014 19:27, AJ aaron.mccar...@southwestern.ie wrote: Hi Alex, I made that

Re: [rt-users] Add Time difference in search result

2014-08-01 Thread Alex Peters
I suspect that maybe you haven't restarted the web server after clearing the Mason cache. Give that a shot; if no luck, errors should be making their way to the log. On 1 August 2014 19:58, AJ aaron.mccar...@southwestern.ie wrote: I cleared the mason cache, and sure enough 'This works' was

Re: [rt-users] Can't Parse

2014-08-01 Thread Alex Peters
I suspect that the lack of space before the first angled bracket is causing the issue in both cases. What is generating those? On 2 August 2014 01:17, Bryon Baker bba...@copesan.com wrote: I am running Rt 4.2.3 All seems to be working just fine. I am now trying to track down errors in the

Re: [rt-users] Can't Parse

2014-08-01 Thread Alex Peters
...@copesan.com www.copesan.com *Servicing North America with Local Care* *From:* Alex Peters [mailto:a...@peters.net] *Sent:* Friday, August 01, 2014 10:30 AM *To:* Bryon Baker *Cc:* RT Users (rt-users@lists.bestpractical.com) *Subject:* Re: [rt-users] Can't Parse I suspect that the lack of space

Re: [rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve

2014-08-02 Thread Alex Peters
If I understand correctly, you only want the scrip to apply if there's correspondence, AND the status is changed to resolved, AND a RefersTo link is added. Each of these actions on the ticket occurs as a separate transaction, and the order in which those transactions occur is not clearly defined.

Re: [rt-users] Custom Condition To Send Email on Resolve if No Article Sent as Part of Resolve

2014-08-02 Thread Alex Peters
This comment seems to refer to a ticket when it's being created, rather than when correspondence is being added to it later. I don't think it's relevant in your case. On 3 August 2014 11:33, Foggi, Nicola nfo...@depaul.edu wrote: I'm thinking this comment in Ticket.pm might be related to

Re: [rt-users] setup queue for particular user

2014-08-04 Thread Alex Peters
To give a particular user/group access to a particular queue, go into the settings for that queue and assign the appropriate rights for that user/group. Then, to ensure that that user/group cannot access other queues, remove the rights for those other queues. All users who can log into RT are

Re: [rt-users] New ticket raised e-mail trigger to admin

2014-08-04 Thread Alex Peters
You need a scrip which sends an email when a ticket is created. The default RT installation includes scrips to email a queue's Admin CCs. The easiest way to achieve what you have asked is to assign the relevant users as Admin CCs in the queue settings. On 4 August 2014 21:27, niraj

Re: [rt-users] setup queue for particular user

2014-08-05 Thread Alex Peters
, niraj vara niraj.v...@gmail.com wrote: Hi Alex I have RT 4.2.1 and I went to the setting of queue but not found any option for User/Group. Can provide the exact sequence how to assign any User/Group to any queue. On Tue, Aug 5, 2014 at 9:43 AM, Alex Peters a...@peters.net wrote

Re: [rt-users] setup queue for particular user

2014-08-05 Thread Alex Peters
section only. Add rights for this group Where I can only select or deselect the check box oinly. Why this happened ??? and why not able to enter any text on text box ??? Please guide for the same. On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters a...@peters.net wrote: As a super user

Re: [rt-users] setup queue for particular user

2014-08-06 Thread Alex Peters
it will goes to the the following section only. Add rights for this group Where I can only select or deselect the check box oinly. Why this happened ??? and why not able to enter any text on text box ??? Please guide for the same. On Tue, Aug 5, 2014 at 6:21 PM, Alex Peters a...@peters.net

Re: [rt-users] Mailgate not working: Could not record email: Could not load a valid user

2014-08-06 Thread Alex Peters
The debug log is saying that r...@gmail.com Subject: test is not a valid email address. The line that you are using to send a test email appears to be missing a newline. Try this: (echo From: r...@gmail.com ; echo Subject: test ; echo ; echo test) | /opt/rt/bin/rt-mailgate --queue General

Re: [rt-users] closing a ticket

2014-08-06 Thread Alex Peters
By default, RT_Config variable $NotifyActors is set to a false value, which means RT doesn't send mail to the person that initiated the action. If you're resolving a ticket and you're one of the requestors, you won't receive email in this scenario. If that's not the problem, is the relevant

Re: [rt-users] closing a ticket

2014-08-06 Thread Alex Peters
What's the numeric ID of the scrip responsible for emailing requestors when a ticket is resolved, and what is its configuration? On 6 August 2014 19:51, Matthias Henze li...@mhcsoftware.de wrote: Am 06.08.2014 11:20, schrieb Alex Peters: By default, RT_Config variable $NotifyActors is set

Re: [rt-users] setup queue for particular user

2014-08-06 Thread Alex Peters
the group in text box but it has no effect and just drag the screen below only. attached the screenshot I have tried entering 2-3 group in text box but it drags down to the page only. On Wed, Aug 6, 2014 at 2:42 PM, Alex Peters [via RequestTracker] [hidden email] http://user/SendEmail.jtp

Re: [rt-users] How to stop Spam mails at RT

2014-08-06 Thread Alex Peters
To stop false tickets from being generated, you need to minimise the spam reaching RT in the first place. This is the job of the MTA (Zimbra in your case), and is therefore beyond the scope of this mailing list. A quick Google search for Zimbra and spam turned up this result:

Re: [rt-users] closing a ticket

2014-08-06 Thread Alex Peters
August 2014 22:07, Matthias Henze li...@mhcsoftware.de wrote: Am 06.08.2014 um 13:41 schrieb Alex Peters: What's the numeric ID of the scrip responsible for emailing requestors when a ticket is resolved, and what is its configuration? scrip #10 Description:On Resolve Notify

Re: [rt-users] closing a ticket

2014-08-06 Thread Alex Peters
, Matthias Henze li...@mhcsoftware.de wrote: Am 06.08.2014 um 14:52 schrieb Alex Peters: Did you follow all of the upgrade steps as documented in the README, including running make upgrade-database or rt-setup-database? Well ... I think so ... at least the database is upgraded. -- MHC

Re: [rt-users] Change ticket subject before first outgoing correspondence.

2014-08-07 Thread Alex Peters
You can adjust the order in which scrips run by moving them up and down in the list. I'm guessing that both scrips have the on create condition. Simply swap their order on the queue's Scrips page (or the global one if necessary), and I believe everything should work as you expect. On 7 August

Re: [rt-users] Change ticket subject before first outgoing correspondence.

2014-08-07 Thread Alex Peters
-renaming scrip to execute first, *and* modifying the emailing scrip to run at the batch stage might solve your problem. On 8 August 2014 00:55, Alex Peters a...@peters.net wrote: You can adjust the order in which scrips run by moving them up and down in the list. I'm guessing that both scrips

Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC

2014-08-07 Thread Alex Peters
I suspect that you'd achieve the functionality you require by bumping these users up to Privileged and giving them access to the full RT web interface rather than the Self Service mode. The full interface can still be quite locked down for some users by limiting their rights. Is there any

Re: [rt-users] Problems with Table in mail

2014-08-08 Thread Alex Peters
RT aggressively sanitises HTML when displaying ticket content to prevent some security issues (like a specially crafted HTML attachment masquerading as part of the RT interface). As of RT v4.2.6 onwards, tables will be shown if the HTML::Gumbo Perl module is installed. On 8 August 2014 15:56,

Re: [rt-users] Unprivileged users - Edit ticket/Sign up as CC

2014-08-08 Thread Alex Peters
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * Please report email problems to: postmas...@qvii.com QVII MIS/IT Dept - We do what we must because we can. Thank you for helping us help you help us all. * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * -- *From:* Alex Peters

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