[rt-users] RT 3.8.1 - search ordering preferences doesn't work?

2008-12-19 Thread Guadagnino Cristiano
HI all, I am new to this list, though I have done some experience using/customizing RT in the past weeks. I have a problem that I have been unable to solve, and for which I have not found suggestions on the wiki or the mailing list archives: the user search preferences let me choose the

[rt-users] Acces denied linking to other ticket

2009-03-18 Thread Guadagnino Cristiano
We are using RT 3.8.2 in this configuration: we have 3 queues, one for each workgroup, and an incoming queue where tickets always land (through email only). People from the three workgroups are privileged, and we have a scrip in place that moves tickets from the incoming queue to one of the

[rt-users] R: RT Queue Subject Tag problem

2009-05-29 Thread Guadagnino Cristiano
Hi all, I am having the same problem as Jeremy here. Nobody replied since january... can somebody help please? We just added some queues to out RT installation; these queues are to be used by an entirely new set of users, and we need then to have a different subject tag. If I understand

[rt-users] R: R: RT Queue Subject Tag problem

2009-06-03 Thread Guadagnino Cristiano
in advance! Bye Cris -Messaggio originale- Da: Jesse Vincent [mailto:je...@bestpractical.com] Inviato: venerdì 29 maggio 2009 22.59 A: Guadagnino Cristiano Cc: rt-users@lists.bestpractical.com; jer...@umbc.edu Oggetto: Re: [rt-users] R: RT Queue Subject Tag problem On Fri, May 29, 2009

[rt-users] R: R: R: RT Queue Subject Tag problem

2009-06-03 Thread Guadagnino Cristiano
...@bestpractical.com] Inviato: mercoledì 3 giugno 2009 15.44 A: Guadagnino Cristiano Cc: Jesse Vincent; rt-users@lists.bestpractical.com; jer...@umbc.edu Oggetto: Re: R: [rt-users] R: RT Queue Subject Tag problem Can you please test on 3.8.3? On Wed, Jun 03, 2009 at 10:30:27AM +0200, Guadagnino

[rt-users] a couple bugs in RT 3.8.3

2009-06-04 Thread Guadagnino Cristiano
Just a few things I've found out so far: - the new homepage refresh interval option in preferences doesn't work - when I'm root and I click on configuration-users-whichever_user_name-History, I have this error message: Can't locate object method Name via package No object mapping for field

[rt-users] R: a couple bugs in RT 3.8.3

2009-06-05 Thread Guadagnino Cristiano
Hi Kevin! Da: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Per conto di Kevin Falcone Inviato: giovedì 4 giugno 2009 16.31 A: RT Users Oggetto: Re: [rt-users] a couple bugs in RT 3.8.3 On Jun 4, 2009, at 8:44 AM, Guadagnino Cristiano wrote: Just

[rt-users] R: R: a couple bugs in RT 3.8.3

2009-06-05 Thread Guadagnino Cristiano
Hi Drew, Da: Drew Barnes [mailto:barne...@ucrwcu.rwc.uc.edu] Inviato: venerdì 5 giugno 2009 14.34 A: Guadagnino Cristiano Cc: RT Users Oggetto: Re: [rt-users] R: a couple bugs in RT 3.8.3 Well, there's not much more I can say. I have set the HomePageRefreshInterval variable in RT_SiteConfig

[rt-users] R: R: R: a couple bugs in RT 3.8.3

2009-06-08 Thread Guadagnino Cristiano
A: Guadagnino Cristiano Cc: Drew Barnes; RT Users Oggetto: Re: [rt-users] R: R: a couple bugs in RT 3.8.3 On Jun 5, 2009, at 6:21 AM, Guadagnino Cristiano wrote: Thank you very much Drew for the additional information. I have now set it to 120 and restarted Apache. Unfortunately, this didn't achieve

[rt-users] R: R: R: a couple bugs in RT 3.8.3

2009-06-10 Thread Guadagnino Cristiano
...@netconsonance.com] Inviato: venerdì 5 giugno 2009 20.37 A: Guadagnino Cristiano Cc: Drew Barnes; RT Users Oggetto: Re: [rt-users] R: R: a couple bugs in RT 3.8.3 On Jun 5, 2009, at 6:21 AM, Guadagnino Cristiano wrote: Thank you very much Drew for the additional information. I have now set it to 120

[rt-users] R: Question on use of Category in a scrip

2009-06-10 Thread Guadagnino Cristiano
Hi Ken, what do you mean by category? Here is part of a scrip I use on our system (RT 3.8.3) that will print (in the log) the CF name, type and validation pattern. See if that helps. my $ticket = $self-TicketObj; my $CustomFields = $ticket-QueueObj-TicketCustomFields(); while (my $CustomField

[rt-users] Scrip does not send email

2009-06-11 Thread Guadagnino Cristiano
Hi all, I am having a problem with a scrip that does not send emails as expected. I have a queue with a mandatory custom field. If a user tries to create a ticket in that queue from the RT interface without populating the cf, RT will complain. However, if a user creates the ticket by sending an

[rt-users] R: Scrip does not send email

2009-06-11 Thread Guadagnino Cristiano
giugno 2009 16.41 A: Guadagnino Cristiano Cc: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Scrip does not send email Guadagnino, From what I can see, the scrip did TRY to send an Email. So the action did work. I would look at the privileges for the requestor. If RT tries to send

[rt-users] text/plain attachments instead of mail body

2009-06-16 Thread Guadagnino Cristiano
Hi all, I am seeing a strange behaviour of RT (3.8.4, but I'm seeing this since out first installation which was 3.8.2). I found other reports of this behaviour, but all were very old threads. Here it is: when someone sends a mail with a text/plain attachment, I see it correctly in RT; but then

[rt-users] StrictACL or StrictLinkACL?

2009-06-16 Thread Guadagnino Cristiano
Some time ago I reported a problem when merging two ticket, one of which was unowned. I got a reply from Jesse, telling me to use StrictACL=0 in SiteConfig, which indeed worked. Now I see that StrictACL is NOT documented in RT_Config.pm, while StrictLinkACL is. However, both seem to be

[rt-users] two new contributions to the community :-)

2009-06-18 Thread Guadagnino Cristiano
Hi all, I just wanted to let everybody know that I added two new pages to the RT wiki: * MuteResolvehttp://wiki.bestpractical.com/view/MuteResolve - let resolver choose not to send email on resolve; * OnCreateCheckCFhttp://wiki.bestpractical.com/view/OnCreateCheckCF - check presence of a

[rt-users] mail body: HTML with embedded CSS

2010-08-26 Thread Guadagnino Cristiano
Hi all, I'd like to change a few standard templates to HTML. I've been following the instructions found in http://wiki.bestpractical.com/view/SendHTMLEmail and added the Content-Type: text/html special header. Unfortunately RT issues an error while parsing the CSS part in the HTML source:

[rt-users] R: mail body: HTML with embedded CSS

2010-08-27 Thread Guadagnino Cristiano
, 2010 9:13 PM A: Guadagnino Cristiano Cc: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] mail body: HTML with embedded CSS Text::Template is the perl module RT uses for templates. It uses { and } for template delimiters. http://search.cpan.org/~mjd/Text-Template-1.45/lib/Text/Template.pm

[rt-users] R: R: mail body: HTML with embedded CSS

2010-08-30 Thread Guadagnino Cristiano
...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Per conto di Kevin Falcone Inviato: Friday, August 27, 2010 7:31 PM A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] R: mail body: HTML with embedded CSS On Fri, Aug 27, 2010 at 09:04:10AM +0200, Guadagnino Cristiano

[rt-users] R: R: mail body: HTML with embedded CSS

2010-08-30 Thread Guadagnino Cristiano
for the confusion! Bye Cris -Messaggio originale- Da: Guadagnino Cristiano Inviato: Monday, August 30, 2010 9:31 AM A: 'rt-users@lists.bestpractical.com' Oggetto: R: [rt-users] R: mail body: HTML with embedded CSS Kevin, I don't really see how could they have an error: I have simply taken my text

[rt-users] R: Variable 'MyOrg' in email subject

2010-09-30 Thread Guadagnino Cristiano
Mark, we do this by setting the subject tag in the queue configuration. Bye Cris -Messaggio originale- Da: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Per conto di Mark Goodge Inviato: Thursday, September 30, 2010 9:24 AM A:

[rt-users] R: Sphinx full-text search engine in RT

2011-01-11 Thread Guadagnino Cristiano
this, please reget the sphinx.php script from the wiki because I'm going to add a few lines of necessary code there. Hope this helps! Bye Cristiano Da: Johan Sjöberg [mailto:johan.sjob...@deltamanagement.se] Inviato: Tuesday, January 11, 2011 10:39 AM A: Guadagnino Cristiano; rt-users

[rt-users] Help on discouraging migration to Remedy

2011-01-12 Thread Guadagnino Cristiano
Hi all, unfortunately it seems my bosses are determined to migrate away from RT to Remedy. I am equally determined to show them they took the wrong decision. Let alone the obvious argument that RT is free, could you help me gather documentation on companies (best if BIG companies) migrating AWAY

[rt-users] How to configure font for RTFM articles?

2011-03-08 Thread Guadagnino Cristiano
Hi all, I feel the default font in RTFM articles is too tiny. Is there a way to configure the standard font for RTFM article bodies? I did not find anything in RTFM docs, nor in this list archives. Thank you in advance. Bye Cristiano

[rt-users] R: How to configure font for RTFM articles?

2011-03-09 Thread Guadagnino Cristiano
Oggetto: Re: [rt-users] How to configure font for RTFM articles? On Tue, Mar 08, 2011 at 12:49:15PM +0100, Guadagnino Cristiano wrote: Hi all, I feel the default font in RTFM articles is too tiny. Is there a way to configure the standard font for RTFM article bodies? I did not find

[rt-users] Full text search on postrgesql

2011-11-30 Thread Guadagnino Cristiano
Hi all, we are experimenting the upgrade to 4.x while switching to Postgres due to the easier setup of full text search (we were on mysql previously). The update went smooth and we have RT 4.02 in a testing environment where we migrated our mysql production database. I followed the

[rt-users] Improvement suggestions

2012-02-02 Thread Guadagnino Cristiano
Hi all, I have a few problems that, if solved, I think may enhance the quality of RT. 1) RT displays a lot of notification messages through a pale yellow message box on top of the ticket page. Everything is displayed the same way regardless of nature (info, error, etc.). I think that it would

[rt-users] Corrupted customfieldvalue error in Apache error_log with migrated RT4

2013-03-04 Thread Guadagnino Cristiano
Hi all, I have been experimenting with upgrading our RT 3.8.x installation to rt 4.0.x. I'm nearly done with it, as I have a nicely working RT 4.0.8 on a test server. We have populated the database with a backup of our production system (RT 3.8.10) and we followed all upgrade steps. While RT4

Re: [rt-users] Corrupted customfieldvalue error in Apache error_log with migrated RT4

2013-03-05 Thread Guadagnino Cristiano
Hi Kevin! On 03/04/2013 05:29 PM, Kevin Falcone wrote: This implies that the links being built don't look like this: /Download/CustomFieldValue/id/string they look like something else. Figure out what kinds of links are being generated, check that your ObjectCustomFieldValues table has been

Re: [rt-users] Corrupted customfieldvalue error in Apache error_log with migrated RT4

2013-03-12 Thread Guadagnino Cristiano
Hi Kevin On 03/06/2013 03:59 PM, Kevin Falcone wrote: On Tue, Mar 05, 2013 at 05:06:27PM +, Guadagnino Cristiano wrote: - how do I check what kinds of links are generated? I tried to look into the Links table but links there don't look like you said; they're not even similar Go to one

[rt-users] Best way to use RT

2013-04-11 Thread Guadagnino Cristiano
Hi all, I'm looking for suggestions on the way to use RT in our business. We started using RT about 6 years ago, and initially we where the only office using it. About a year later another office wanted to use RT; initially we thought about duplicating the whole installation, but after a while

[rt-users] Possible bug in fulltext search with mysql and sphinx

2013-04-15 Thread Guadagnino Cristiano
Hi all, I am running RT 4.0.10 oh a CentOS server (64bit). I have set up full text search with mysql and sphinx 2.0.7. I was able to search using the search tool from sphinx, but whenever I tried a search in RT I got 0 results. Looking in the RT log I found this error: ERROR 1430: There was a

Re: [rt-users] How to use custom field with Include page

2013-04-26 Thread Guadagnino Cristiano
26, 2013 at 04:15:07PM +, Guadagnino Cristiano wrote: I created a new custom field called DokuWiki of type Enter one value, selected applies to articles, and entered [1]http://dokuwiki.fake.it/doku.php?id=__CustomField__;http://dokuwiki.fake.it/doku.php?id=__CustomField__

[rt-users] Problem with mail bounce

2013-05-06 Thread Guadagnino Cristiano
Hi all, we have a problem when we need to forward a ticket (or part of it) to someone who is not a requestor or CC of the ticket itself. RT currently has a limitation on the forward operation, in that it doesn't allow to add a comment to the forwarded message. This is not acceptable, because

Re: [rt-users] Problem with mail bounce

2013-05-10 Thread Guadagnino Cristiano
found very old references to this same problem in the mailing list archives (without meaningful replies). Bye Cris Guadagnino Cristiano wrote: Hi all, we have a problem when we need to forward a ticket (or part of it) to someone who is not a requestor or CC of the ticket itself. RT currently has

Re: [rt-users] Problem with mail bounce

2013-05-14 Thread Guadagnino Cristiano
Thomas, thank you very much!!! This is exactly what I was looking for. Also, I am happy to know that this limitation will be removed in 4.2. Bye Cris Thomas Sibley wrote: Instead of doing the above, why don't you just keep it inside RT all along? 1) Copy text to forward into a new RT

[rt-users] RT behavior when CCs are present in a ticket

2013-05-30 Thread Guadagnino Cristiano
Hi all, I have received a few complaints from users about a feature of RT. After a little experimenting, I find that those complaints are partially reasonable, so I want to share them with you and get some feedback. When RT receives an email that is bound to an already existing ticket, it

Re: [rt-users] RT behavior when CCs are present in a ticket

2013-05-30 Thread Guadagnino Cristiano
Hi Ken! - Messaggio originale - Da: k...@rice.edu k...@rice.edu Inviato: Thu May 30 2013 14:56:22 GMT+0200 (CEST) A: Guadagnino Cristiano guadagnino.cristi...@creval.it Oggetto: Re: [rt-users] RT behavior when CCs are present in a ticket Hi Chris, RT's basic

Re: [rt-users] RT-Extension-ReportSpam (was: Tickets created by junk mail)

2013-07-11 Thread Guadagnino Cristiano
Hi Stephen, this extension seems quite interesting, but I don't really know what to do with it. There's no documentation about installing nor about using. I installed it the usual way: perl Makefile.PL make make install Everything seemed to go well, but I see no difference at all in RT's UI.

[rt-users] Rt search does not work with sphinx main+delta index

2013-09-10 Thread Guadagnino Cristiano
I am having trouble with RT fulltext searches. I am using RT 4.0.17 with Mysql and Sphinx 4.0.8. Sphinx is configured to use a main+delta index (configuration attached). Main index is created once every morning, while the delta index is created every 5 minutes. If I search using the search

Re: [rt-users] Rt search does not work with sphinx main+delta index

2013-09-11 Thread Guadagnino Cristiano
the delta index. Please help. Bye Cris Guadagnino Cristiano wrote: I am having trouble with RT fulltext searches. I am using RT 4.0.17 with Mysql and Sphinx 4.0.8. Sphinx is configured to use a main+delta index (configuration attached). Main index is created once every morning, while the delta

Re: [rt-users] Rt search does not work with sphinx main+delta index

2013-09-11 Thread Guadagnino Cristiano
) A: Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Rt search does not work with sphinx main

[rt-users] Error in article history

2013-10-15 Thread Guadagnino Cristiano
Hi all, we've been using RT 4.0.17 since a couple months without problems. However, I realized just today that asking for an article's history generates an error page. The log reports: [Tue Oct 15 10:50:40 2013] [error]: Can't locate object method new via package RT::FM::Article (perhaps you

Re: [rt-users] Error in article history

2013-10-17 Thread Guadagnino Cristiano
] Error in article history On Tue, Oct 15, 2013 at 10:56:11AM +, Guadagnino Cristiano wrote: we've been using RT 4.0.17 since a couple months without problems. However, I realized just today that asking for an article's history generates an error page. The log reports: [Tue Oct 15 10:50:40

Re: [rt-users] Error in article history

2013-10-18 Thread Guadagnino Cristiano
2013 16:40:50 GMT+0200 (CEST) A: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Error in article history On Thu, Oct 17, 2013 at 08:33:27AM +, Guadagnino Cristiano wrote: How can I verify the ObjectTypes? Would you be so kind to send me

Re: [rt-users] Error in article history

2013-11-04 Thread Guadagnino Cristiano
help others having this problem. Bye Cris Da: Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it Inviato: Fri Oct 18 2013 10:45:30 GMT+0200 (CEST) A: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com rt

[rt-users] Take in menu of an already taken ticket

2013-12-27 Thread Guadagnino Cristiano
Hi all, we have a minor problem with our production RT 4.2.1. We see a take action in the Actions menu of already taken tickets. I never noticed something like this in previous RT releases. Is this normal? Bye Cris

[rt-users] HTML templates in RT 4.2.1

2013-12-27 Thread Guadagnino Cristiano
While upgrading to RT 4.2.1 (from RT 4.0.17) I had to change a few of our HTML templates. Previously, we had two quite complex html templates for the Take and the Resolve actions. I am attaching them here so you can examine them. Basically they where full html pages with tables and embedded

Re: [rt-users] Take in menu of an already taken ticket

2013-12-27 Thread Guadagnino Cristiano
:17:57 GMT+0100 (CET) A: Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it, 'rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com' rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Oggetto: Re: Take in menu

Re: [rt-users] Take in menu of an already taken ticket

2013-12-30 Thread Guadagnino Cristiano
Kevin Falcone ha scritto: On Fri, Dec 27, 2013 at 01:30:30PM +, Guadagnino Cristiano wrote: Hi Jim, thank you for your reply. I see steal too, if I'm not the one who took the ticket. But now, in 4.1.2, I see take even if I'm already the owner of the ticket. Definitely

[rt-users] Problems in templates in Rt 4.2.1

2014-01-02 Thread Guadagnino Cristiano
This message is related to my previous thread titled HTML templates in RT 4.2.1. I changed the subject because I think the problem is unfortunately deeper than I thought at first. Even with our much-simplified template (attached), we sometimes have stack dumps in the RT log, related to

Re: [rt-users] Problems in templates in Rt 4.2.1

2014-01-02 Thread Guadagnino Cristiano
Alex Vandiver ha scritto: On Thu, 2014-01-02 at 16:18 +, Guadagnino Cristiano wrote: This message is related to my previous thread titled HTML templates in RT 4.2.1. This is a known bug in 4.2.1, relating to how RT attempts to generate a plain-text version of HTML templates. A fix

Re: [rt-users] Problems in templates in Rt 4.2.1

2014-01-03 Thread Guadagnino Cristiano
guadagnino.cristi...@creval.it Inviato: Fri Jan 03 2014 07:59:45 GMT+0100 (CET) A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] Problems in templates in Rt 4.2.1 Alex Vandiver ha scritto: On Thu, 2014-01-02 at 16:18 +, Guadagnino Cristiano wrote: This message is related to my previous

Re: [rt-users] Problems in templates in Rt 4.2.1

2014-01-03 Thread Guadagnino Cristiano
guadagnino.cristi...@creval.it -Messaggio originale- Da: Cristiano Guadagnino guadagnino.cristi...@creval.it Alex Vandiver ha scritto: On Thu, 2014-01-02 at 16:18 +, Guadagnino Cristiano wrote: This message is related to my previous thread titled HTML templates in RT 4.2.1. This is a known

Re: [rt-users] Show Stalled Tickets in Quick Search

2014-01-15 Thread Guadagnino Cristiano
Hi Wardrop! Wardrop ha scritto: Hi, I'm wondering how I would go about adding a stalled tickets column to the Quick Search display on the dashboard. I've done a Google, but a lot of the information seems to pertain to older versions of RT. I'm on RT 4.2.2. I've looked at

[rt-users] Automatically search in articles on new ticket

2014-01-15 Thread Guadagnino Cristiano
We have a lot of articles in RT. However, since articles are written by different people, and some articles could be quite old, when a new ticket comes in that nobody knows (or remembers) how to solve, we seldomly look into the articles. There are times when one of us fights against a problems

Re: [rt-users] Show Stalled Tickets in Quick Search

2014-01-15 Thread Guadagnino Cristiano
Guadagnino Cristiano ha scritto: Hi Wardrop! Wardrop ha scritto: Hi, I'm wondering how I would go about adding a stalled tickets column to the Quick Search display on the dashboard. I've done a Google, but a lot of the information seems to pertain to older versions of RT. I'm on RT 4.2.2

[rt-users] REST call to retrieve list of groups

2014-02-04 Thread Guadagnino Cristiano
Hi all, I have found out that I can use this REST call: http://my.rt.site/REST/1.0/group/group_name to retrieve informations about a group (id, name, description, members). However, I cannot find a REST way to retrieve the list of groups defined on an RT instance. Is it possible? T.I.A. Bye

Re: [rt-users] REST call to retrieve list of groups

2014-02-04 Thread Guadagnino Cristiano
Alex Vandiver ha scritto: RT 4.2.2 adds a search endpoint for users and groups: rt ls -t groups id: group/1238 Name: RT hackers Description: RT hackers Disabled: 0 -- id: group/14255 Name: BPS

Re: [rt-users] REST call to retrieve list of groups

2014-02-06 Thread Guadagnino Cristiano
Hi Alex -Messaggio originale- Da: Alex Vandiver Inviato: Tue Feb 04 2014 18:46:32 GMT+0100 (CET) A: rt-users@lists.bestpractical.com Oggetto: Re: [rt-users] REST call to retrieve list of groups RT 4.2.2 adds a search endpoint for users and groups: rt ls -t groups

Re: [rt-users] REST call to retrieve list of groups

2014-02-18 Thread Guadagnino Cristiano
I'm sorry to bump this thread, but I never had any feedback, neither positive nor negative. Is this something supposed to work in 4.2.2 or not? Thank you Bye Cris Guadagnino Cristiano ha scritto: Hi Alex -Messaggio originale- Da: Alex Vandiver Inviato: Tue Feb 04 2014 18:46:32 GMT

Re: [rt-users] REST call to retrieve list of groups

2014-02-20 Thread Guadagnino Cristiano
Hi Kevin Kevin Falcone ha scritto: On Tue, Feb 18, 2014 at 02:58:29PM +, Guadagnino Cristiano wrote: I'm sorry to bump this thread, but I never had any feedback, neither positive nor negative. Is this something supposed to work in 4.2.2 or not? rt ls -t groups When someone

Re: [rt-users] articles RTFM WYSIWYG

2014-02-27 Thread Guadagnino Cristiano
Giles Coochey ha scritto: On 26/02/2014 16:19, Support wrote: Anyone, Any hints, direction, help, links anything trying to put a WYSIWYG to new create articles.. I will be appreciated if any one guide me to the right direccion rt 4.2.1 centos 6 Hi David, Sorry I can't help you, but

Re: [rt-users] Full text search/index - Migrate to Postgres or MySQL + Sphinx?

2014-03-13 Thread Guadagnino Cristiano
Cena, Stephen (ext. 300) ha scritto: We currently run two RT 4.0.19 systems on Ubuntu 12.04LTS and MySQL 5.5.35. Management is now asking me to enable full text searching on the sites so we can search inside the body of the tickets. From what I've read, our current configuration won't support

[rt-users] Fighting with modified REST behavior in RT 4.2.2+

2014-03-28 Thread Guadagnino Cristiano
Hi all, I have some external code that relies on REST to identify the relation between users and groups in our RT. Since RT 4.2.2, REST responses have changed and I am now trying to fix the code but I have been unsuccesfull until now. In the attachment you find the REST queries with the

Re: [rt-users] Prevent users from re-opening old tickets

2014-05-02 Thread Guadagnino Cristiano
Hi Mathew. We have a script configured so that users cannot reopen a ticket when it has been closed for more than a week. I believe I got some help, in configuring it, from an article on the wiki, but I have been unable to find it again. So I wrote my own article. Here it is:

[rt-users] RTChecker released as open source

2014-05-06 Thread Guadagnino Cristiano
Hi all, I just wanted to let you all know that I have released my RTChecker software as opensource. RTChecker is a software that sits in the tray of your Windows desktop and notifies you when there are new tickets, or when a ticket that was assigned to you has been reopened. RTChecker connects

Re: [rt-users] RTChecker released as open source

2014-05-21 Thread Guadagnino Cristiano
16.29 +, Guadagnino Cristiano ha scritto: Hi all, I just wanted to let you all know that I have released my RTChecker software as opensource. RTChecker is a software that sits in the tray of your Windows desktop and notifies you when there are new tickets, or when a ticket that was assigned

Re: [rt-users] RTChecker released as open source

2014-05-22 Thread Guadagnino Cristiano
09.53 +, Guadagnino Cristiano ha scritto: Hi all, I have just sorted out the problem with installing ClickOnce application from Dropbox. You can now install RTChecker v2.0.0.3 from my Dropbox, by connecting (with Internet Explorer) to this link: http://goo.gl/qw6bpM Hope you'll enjoy

[rt-users] Ticket replies not going to another queue

2014-05-30 Thread Guadagnino Cristiano
Hi all, RT usage is taking off lately here: we started with one division using it, and now there are four divisions using it and a fifth coming soon. We have been using just one RT instance, using groups and ACLs to separate the queues of one division from the others. Every division has its own

Re: [rt-users] Ticket replies not going to another queue

2014-05-30 Thread Guadagnino Cristiano
On Fri, May 30, 2014 at 12:56:17PM +, Guadagnino Cristiano wrote: Hi all, RT usage is taking off lately here: we started with one division using it, and now there are four divisions using it and a fifth coming soon. We have been using just one RT instance, using groups and ACLs

Re: [rt-users] Ticket replies not going to another queue

2014-05-30 Thread Guadagnino Cristiano
Kevin Falcone ha scritto: On Fri, May 30, 2014 at 12:56:17PM +, Guadagnino Cristiano wrote: The problem arises when one requestor (requestors often are completely unaware of the fact we are using RT internally) send a ticket to a division, and that division replies that the request should

Re: [rt-users] Ticket replies not going to another queue

2014-06-03 Thread Guadagnino Cristiano
Kevin Falcone ha scritto: On Fri, May 30, 2014 at 03:07:05PM +, Guadagnino Cristiano wrote: While we understand this use case (and in fact have developed code for users who needed to be able to email other RT queues from inside RT): Is this something you have developed under a paid

[rt-users] rt-remind script problem

2014-06-10 Thread Guadagnino Cristiano
We have been using the rt-remind script for a long time. I have just noticed that it is not working anymore, so I looked at the output of the cron job that starts it weekly, and found a lot of messages like this: Recipient names must be specified I have been unable to determine the cause,

Re: [rt-users] rt-remind script problem

2014-06-18 Thread Guadagnino Cristiano
Kevin Falcone ha scritto: On Tue, Jun 10, 2014 at 08:58:05AM +, Guadagnino Cristiano wrote: We have been using the rt-remind script for a long time. I have just noticed that it is not working anymore, so I looked at the output of the cron job that starts it weekly, and found a lot

Re: [rt-users] rt-remind script problem

2014-06-19 Thread Guadagnino Cristiano
Kevin Falcone ha scritto: On Wed, Jun 18, 2014 at 10:32:52AM +, Guadagnino Cristiano wrote: the script that I am running comes from here: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/rt-remind You can find a reference to this script on Wikia too: http://requesttracker.wikia.com/wiki/Rt

Re: [rt-users] Problem with attachments

2015-02-04 Thread Guadagnino Cristiano
that can help shed some light? T.I.A. Cris On 04/02/2015 16:16, Alex Vandiver wrote: On Wed, 4 Feb 2015 11:43:23 + Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote: I disabled CustomFieldsOnUpdate by commenting out the Plugin('RT::Extension

Re: [rt-users] How to get different queues to send from different email addresses

2015-02-02 Thread Guadagnino Cristiano
You could use something like this in RT_Siteconfig.pm: Set($OverrideOutgoingMailFrom, { 'Queue1' = 'ithelpd...@dummy.commailto:ithelpd...@dummy.com', 'Queue2' =

Re: [rt-users] Problem with attachments

2015-02-03 Thread Guadagnino Cristiano
On 29/01/2015 21:06, Alex Vandiver wrote: On Wed, 28 Jan 2015 11:53:53 + Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote: (...) [warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3026) but I don't

Re: [rt-users] Problem with attachments

2015-02-04 Thread Guadagnino Cristiano
in the RT_Siteconfig.pm file or should I completely uninstall them? If so, how do I do it? Thank you in advance Cris On 03/02/2015 17:30, Alex Vandiver wrote: On Tue, 3 Feb 2015 15:43:05 + Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: I did this: I took a backup of my production RT

Re: [rt-users] Problem with attachments

2015-02-06 Thread Guadagnino Cristiano
Both templates contain RT-Send-Attachment: yes as second row. Yesterday I did some more experiments, unfortunately without success. Cris On 04/02/2015 20:03, Alex Vandiver wrote: On Wed, 4 Feb 2015 18:26:36 + Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: Thank you Alex, so

Re: [rt-users] Problem with attachments

2015-02-06 Thread Guadagnino Cristiano
Jeff, thank you for your reply. My templates have not been varied in the last couple of years. Anyway, here is my correspondence template (which is working): Content-Type: text/html RT-Attach-Message: yes From: { my $u = $Transaction-CreatorObj; my $a =

[rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

2015-01-16 Thread Guadagnino Cristiano
Hi all, is there an extension like RT-Extension-QueueDeactivatedScrips but working with RT 4.2? What the extension does is allowing an administrator to selectively deactivate global scrips for a queue. thank you in advance. Bye Cris

Re: [rt-users] RT eats table-tags in html-emails

2015-01-19 Thread Guadagnino Cristiano
-users@lists.bestpractical.com rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Cc: Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it Oggetto: Re: [rt-users] RT eats table-tags in html-emails Looking at the RT_Config documentation, I think

Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

2015-01-19 Thread Guadagnino Cristiano
? Thank you in advance Bye Cris -Messaggio originale- Da: Guadagnino Cristiano guadagnino.cristi...@creval.it Inviato: Fri Jan 16 2015 15:23:44 GMT+0100 (CET) A: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Oggetto: [rt-users] RT-Extension-QueueDeactivatedScrips

Re: [rt-users] RT-Extension-QueueDeactivatedScrips for RT 4.2 ?

2015-01-19 Thread Guadagnino Cristiano
-QueueDeactivatedScrips for RT 4.2 ? On Jan 19, 2015, at 2:05 PM, Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: Unfortunately, that's not what I'm seeing: I see the checkboxes only for those scrips that are *NOT* global. The globally applied scrips does not have the checkbox, and so

Re: [rt-users] Warning in the articles overview page

2015-01-27 Thread Guadagnino Cristiano
On 26/01/2015 17:31, Alex Vandiver wrote: On Mon, 26 Jan 2015 11:46:09 + Guadagnino Cristiano guadagnino.cristi...@creval.it wrote: I have found this code, that tests if the warning needs to be shown: my $Classes = RT::Classes-new( $session{'CurrentUser'} ); $Classes-LimitToEnabled

Re: [rt-users] Help in debugging

2015-01-28 Thread Guadagnino Cristiano
Thank you Alex. At last, I found the culprit via brute force (i.e. I examined all my scrips). Cris Da: Alex Peters a...@peters.netmailto:a...@peters.net Inviato: Tue Jan 27 2015 20:46:22 GMT+0100 (CET) A: Guadagnino Cristiano guadagnino.cristi

Re: [rt-users] Help in debugging

2015-01-28 Thread Guadagnino Cristiano
(CET) A: 'Guadagnino Cristiano' guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it, 'Alex Peters' a...@peters.netmailto:a...@peters.net Cc: 'rt-users@lists.bestpractical.com'mailto:'rt-users@lists.bestpractical.com' rt-users@lists.bestpractical.commailto:rt-users

[rt-users] Problem with attachments

2015-01-28 Thread Guadagnino Cristiano
Good morning. I have fighting with this problem two days, but I still have no clue. The problem is this: suddenly RT will not send attachments. Unfortunately we send attachments very rarely, so I cannot exactly say when this behaviour started. It could be that it started from the day I

Re: [rt-users] Problem with attachments

2015-01-28 Thread Guadagnino Cristiano
on resolution of the ticket. We upgraded from RT 4.2.3 IIRC. Cris On 28/01/2015 12:53, Guadagnino Cristiano wrote: Good morning. I have fighting with this problem two days, but I still have no clue. The problem is this: suddenly RT will not send attachments. Unfortunately we send attachments

Re: [rt-users] Warning in the articles overview page

2015-01-25 Thread Guadagnino Cristiano
Hi Aaron. I upgraded (IIRC) from 4.2.3. And yes, I have a few classes and topics too. We are not new to articles in RT. Cris On 23/01/2015 21:06, Aaron McCormack wrote: Cris, Which version did you upgrade from? Have you created classes? It sounds like that might be the underlying problem.

Re: [rt-users] Warning in the articles overview page

2015-01-26 Thread Guadagnino Cristiano
did in production. So I beleieve the problem is related to some missing permission, but I cannot find any. Any help? T.I.A. Cris On 26/01/2015 08:42, Guadagnino Cristiano wrote: Hi Aaron. I upgraded (IIRC) from 4.2.3. And yes, I have a few classes and topics too. We are not new to articles

[rt-users] Warning in the articles overview page

2015-01-23 Thread Guadagnino Cristiano
After upgrading to 4.2.9 *and* a subsequent deep reconfiguration of our groups, queues and group rights, we have this warning whenever we access the article overview page: Setup needed Before Articles can be used, your RT administrator must create

[rt-users] Help in debugging

2015-01-27 Thread Guadagnino Cristiano
Hi all, if I have a row like this in the log: [26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in string eq at (eval 829) line 1. ((eval 829):1) how do I know which is the object involved? Thank you in advance. Cris

Re: [rt-users] Show recipient on ticket update - not working

2015-03-09 Thread Guadagnino Cristiano
that was needed in past RT versions or if it is still necessary now. I'll do some tests in my non-production system. Thank you Cris Da: Marcos Orallo m_ora...@yahoo.esmailto:m_ora...@yahoo.es Inviato: Sat Mar 07 2015 10:05:37 GMT+0100 (CET) A: Guadagnino Cristiano

[rt-users] Testing SLA extension

2015-03-11 Thread Guadagnino Cristiano
Hi all, I am configuring some new queues for a division that wants to use RT too. They work with SLAs, so I am testing the usage of the SLA extension. I installed it, but I have some difficulties adapting it to the way they work. They want to have this kind of SLA: when a ticket with a

[rt-users] Show recipient on ticket update - not working

2015-03-06 Thread Guadagnino Cristiano
Hi all, I have both the 'Recipients' and the 'Scrips and Recipients' sections empty when I resolve/reply to a ticket. I mean, I see no recipients and no check boxes. I have no warnings/errors in the log. What can it be that is causing this behavior? Thank you in advance. Cris

Re: [rt-users] Resolve ticket dependant and correspond.

2015-02-23 Thread Guadagnino Cristiano
I'm not sure if it is supported in RT 4.2.6, but you could set: Set($HideResolveActionsWithDependencies, 1); in your RT_SiteConfig.pm. This way, you will not have a Resolve action in your menu if the ticket cannot be resolved due to dependencies. Hope this helps. Cris On 23/02/2015 12:22,

Re: [rt-users] Testing SLA extension

2015-03-23 Thread Guadagnino Cristiano
Nobody? Or did I fail to provide some needed detail? T.I.A. Cris On 03/11/2015 04:11 PM, Guadagnino Cristiano wrote: Hi all, I am configuring some new queues for a division that wants to use RT too. They work with SLAs, so I am testing the usage of the SLA extension. I installed it, but I

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