I use Firefox (but you could do it in ie7 too). I middle click on the take link and it opens in a tab in the background. The I move on to the other tickets and either revisit the tabs or close them as needed. Not a perfect solution, but it gives me the option of opening up for immediate action or just grabbing them out of the queue for later.
Joshua -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Monday, July 28, 2008 2:42 PM To: rt-users@lists.bestpractical.com Subject: RT-Users Digest, Vol 52, Issue 81 Send RT-Users mailing list submissions to rt-users@lists.bestpractical.com To subscribe or unsubscribe via the World Wide Web, visit http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than "Re: Contents of RT-Users digest..." Today's Topics: 1. Troubleshooting permission denied emails? (John Arends) 2. Re: Username at RT login not matching Ticket sent via e-mail (Jorge Aldana) 3. Stay on home after take (Ryan Hardester) 4. Re: Username at RT login not matching Ticket sent via e-mail (Micah Gersten) 5. Re: RT3.8 upgrade: forcing ascii email addresses? (Ruslan Zakirov) 6. Add comment to ticket from Scrip? (Jean-Sebastien Morisset) 7. Re: Add a "Delete" link to Newest Unowned list (Ruslan Zakirov) 8. Re: Mysql upgrading to RT3.8 gives you garbled UTF8 text (Mathieu Longtin) ---------------------------------------------------------------------- Message: 1 Date: Mon, 28 Jul 2008 13:50:28 -0500 From: John Arends <[EMAIL PROTECTED]> Subject: [rt-users] Troubleshooting permission denied emails? To: rt-users@lists.bestpractical.com Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Can anyone offer any guidance to troubleshooting permission denied emails? Is there a way to see what triggered the denial? Some of our queues have incoming email addresses where our customers send us messages. Other queues are for internal use only by our group. We create project tickets in those queues, and sometimes transfer incoming emails to these queues. In all of our queues (whether they have incoming email addresses or not) we have ReplyToTicket and CreateTicket rights assigned to 'Everyone' In this particular case a ticket was created in a queue that does not accept email, but 'Everyone' has rights to create or reply to tickets. After creating the ticket, a sysadmin in our group replied to the ticket and CC'ed a user in that reply (note, not a ticket CC, but just a CC to someone on the reply). When the person who got the CC replied, she then received a permission denied message. I don't understand why this would be since 'Everyone" can create or reply to tickets in this queue. I checked, and no RT user was created based on the person emailing in. The message just got rejected. ------------------------------ Message: 2 Date: Mon, 28 Jul 2008 11:53:46 -0700 (PDT) From: Jorge Aldana <[EMAIL PROTECTED]> Subject: Re: [rt-users] Username at RT login not matching Ticket sent via e-mail To: John Arends <[EMAIL PROTECTED]> Cc: rt-users@lists.bestpractical.com Message-ID: <[EMAIL PROTECTED]> Content-Type: TEXT/PLAIN; charset=US-ASCII; format=flowed Well users login with username and the ticket is sent in via e-mail as [EMAIL PROTECTED] so yes there's two accounts. Does RT allow for users to login via [EMAIL PROTECTED] Or is there a scrip to alter the tickets to set it to username instead of [EMAIL PROTECTED] as requester when tickets are created? Or force users to login as [EMAIL PROTECTED] I'm still fishing through the doc's and learning RT so don't quite know where the tweaking can take place for this. Any guide or pointing to guides if anyone can. Thanks, Jorge On Mon, 28 Jul 2008, John Arends wrote: > Do their usernames have the proper email address? Or do you end up with > 2 accounts per person? If the account a user logs in with is not the > same as the account created when the email is sent in, then the user > won't be able to see the tickets from the other account because you will > have essentially two accounts. > > > Jorge Aldana wrote: >> Hello All, >> >> As users send tickets via e-mail their tickets are Requester set to >> [EMAIL PROTECTED] but at login they are username and as username cannot see >> their e-mailed tickets within the RT website. Is there a way to set it so >> logging in users can see their e-mailed tickets? A scrip or config? I just was >> moved to running our RT so I'm still fishing through the config's and setup. >> >> Thanks, >> >> Jorge >> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > ------------------------------ Message: 3 Date: Mon, 28 Jul 2008 11:58:43 -0700 From: "Ryan Hardester" <[EMAIL PROTECTED]> Subject: [rt-users] Stay on home after take To: <rt-users@lists.bestpractical.com> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Is it possible to change the X Newest Unowned Ticket block so that when "Take" is clicked, it takes the ticket then instead of going to ticket view, it will return you to the home page? --Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.bestpractical.com/pipermail/rt-users/attachments/20080728/2 c03249a/attachment-0001.htm ------------------------------ Message: 4 Date: Mon, 28 Jul 2008 14:00:27 -0500 From: Micah Gersten <[EMAIL PROTECTED]> Subject: Re: [rt-users] Username at RT login not matching Ticket sent via e-mail To: Jorge Aldana <[EMAIL PROTECTED]> Cc: rt-users@lists.bestpractical.com Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1 In RT 3.6.0 it doesn't seem to create 2 accounts for this. Thank you, Micah Gersten onShore Networks Internal Developer http://www.onshore.com Jorge Aldana wrote: > Well users login with username and the ticket is sent in via e-mail as > [EMAIL PROTECTED] so yes there's two accounts. > > Does RT allow for users to login via [EMAIL PROTECTED] Or is there a scrip to > alter the tickets to set it to username instead of [EMAIL PROTECTED] as > requester when tickets are created? Or force users to login as > [EMAIL PROTECTED] > > I'm still fishing through the doc's and learning RT so don't quite know where > the tweaking can take place for this. Any guide or pointing to guides if anyone > can. > > Thanks, > > Jorge > > On Mon, 28 Jul 2008, John Arends wrote: > > >> Do their usernames have the proper email address? Or do you end up with >> 2 accounts per person? If the account a user logs in with is not the >> same as the account created when the email is sent in, then the user >> won't be able to see the tickets from the other account because you will >> have essentially two accounts. >> >> >> Jorge Aldana wrote: >> >>> Hello All, >>> >>> As users send tickets via e-mail their tickets are Requester set to >>> [EMAIL PROTECTED] but at login they are username and as username cannot see >>> their e-mailed tickets within the RT website. Is there a way to set it so >>> logging in users can see their e-mailed tickets? A scrip or config? I just was >>> moved to running our RT so I'm still fishing through the config's and setup. >>> >>> Thanks, >>> >>> Jorge >>> >>> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [EMAIL PROTECTED] >> >> >> 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: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ------------------------------ Message: 5 Date: Mon, 28 Jul 2008 23:06:56 +0400 From: "Ruslan Zakirov" <[EMAIL PROTECTED]> Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses? To: "Mathieu Longtin" <[EMAIL PROTECTED]> Cc: rt-users@lists.bestpractical.com Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=UTF-8 On Mon, Jul 28, 2008 at 10:39 PM, Mathieu Longtin <[EMAIL PROTECTED]> wrote: > I have a hard time believing that the 300M Chinese on the net have an email address spelled with ascii characters, but I just checked with our Exchange server here and on gmail, and both refused a single accented letter in the user name. > > So you are right about restricting it. > > As for the "smaller field smaller db" excuse, utf8 is the same as ascii as long as you use strictly ascii characters. Also, the last I heard that excuse was for putting centuries in dates, thus saving 2 bytes for each date. We all know where that got us :) we are talking not about 2 bytes, but about x3 for each row. As far as I know InnoDB can not pack indexes so every record in the column will take full possible length in any index using it. Let's avoid discussion about characters and their length in bytes when we're using UTF-8, but in mysql it will be 3 times longer than ascii. It's up to you to decide if it's cheap or not. > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ruslan Zakirov > Sent: July 28, 2008 14:29 > To: Mathieu Longtin > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] RT3.8 upgrade: forcing ascii email addresses? > > Nope, they can not. Only comment and phrase parts of addr_spec can, > but address itself can not. > > However, may be soon we'll see international domains and situation > could be changed, but at this point I think it's better to stick with > ASCII. Smaller fields - smaller indexes - smaller DB. > > On Mon, Jul 28, 2008 at 8:23 PM, Mathieu Longtin <[EMAIL PROTECTED]> wrote: >> Looking at the RT3.8 mysql upgrade script, I found out that most email >> address fields are set to be ASCII characters only: >> >> >> >> ALTER TABLE Users MODIFY EmailAddress VARBINARY(120) NULL DEFAULT NULL; >> >> ALTER TABLE Users MODIFY EmailAddress VARCHAR(120) CHARACTER SET ascii NULL >> DEFAULT NULL; >> >> >> >> This strike me as odd, since email address can contain international >> characters, AFAIK. Correct me if I'm wrong. >> >> >> >> -- >> >> Mathieu Longtin >> >> Bureau: 1-514-270-7762x230 >> >> Portable: 1-514-803-8977 >> >> www.dbsoft.ca >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [EMAIL PROTECTED] >> >> >> 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: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ------------------------------ Message: 6 Date: Mon, 28 Jul 2008 19:19:13 +0000 From: Jean-Sebastien Morisset <[EMAIL PROTECTED]> Subject: [rt-users] Add comment to ticket from Scrip? To: RT Users <rt-users@lists.bestpractical.com> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=us-ascii Hi everyone, I have the following script: Custom condition ---------------- return 0 unless ($self->TransactionObj->Type eq "Correspond"); return 0 unless ($self->TicketObj->FirstCustomFieldValue('49')); return 1; Custom action preparation code ------------------------------ my $event_no = $self->TicketObj->FirstCustomFieldValue('49'); my $exec_res; system("/opt/rt3/bin/tivoli-event.sh ACK $event_no"); return 1; I'd like to read the output of that system call and add it as a comment to the ticket. Reading the output is no problem, but how to I add a comment to the current ticket? Thanks, js. -- Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]> ------------------------------ Message: 7 Date: Mon, 28 Jul 2008 23:32:57 +0400 From: "Ruslan Zakirov" <[EMAIL PROTECTED]> Subject: Re: [rt-users] Add a "Delete" link to Newest Unowned list To: "Michael James" <[EMAIL PROTECTED]> Cc: rt-users@lists.bestpractical.com Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=UTF-8 Add <a href="__WebPath__/Ticket.html?id=__id__&Status=deleted">Delete</a> to format string of that search. Read more about formats in archives and wiki. On Mon, Jul 28, 2008 at 10:34 PM, Michael James <[EMAIL PROTECTED]> wrote: > Hi, we're using a Barracuda 400 to remove spam from our incoming email, but still the occasional piece of spam gets through. I thought it might be a good idea to add a "Delete" column to the default "10 Newest Unowned Tickets" view, so that the customer service reps could easily delete them with a single click. Can this be easily accomplished? > > Using RT 3.6.6 at the moment. > > Thanks, 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. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ------------------------------ Message: 8 Date: Mon, 28 Jul 2008 15:41:22 -0400 From: "Mathieu Longtin" <[EMAIL PROTECTED]> Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text To: "Ruslan Zakirov" <[EMAIL PROTECTED]> Cc: rt-users@lists.bestpractical.com Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="UTF-8" So your patch for utf8 worked, except it's 'utf8', not 'UTF-8'. Here's one for the NOT NULL DEFAULT NULL issue: diff --git a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0- index 491c904..3585c7e 100755 --- a/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl +++ b/tmp/rt-3.8.0/etc/upgrade/schema.mysql-4.0-4.1.pl @@ -339,11 +339,10 @@ sub build_column_definition { $res .= 'NULL'; my $default = column_info(@info{qw(TABLE_NAME COLUMN_NAME)})->{default}; if ( defined $default ) { - $default = $dbh->quote($default); - } else { - $default = 'NULL'; + $res .= ' DEFAULT '.$dbh->quote($default); + } elsif ( $info{'NULLABLE'} ) { + $res .= ' DEFAULT NULL' } - $res .= ' DEFAULT '. $default; $res .= ' AUTO_INCREMENT' if $info{'mysql_is_auto_increment'}; return $res; } -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ruslan Zakirov Sent: July 28, 2008 14:41 To: Mathieu Longtin Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Mysql upgrading to RT3.8 gives you garbled UTF8 text Do you have any customizations of RT code? Older RT versions were not using any connection adjustments like SET NAMES or SET CHARACTER SET and most users had latin-1 as default mysql charset. RT was storing UTF-8 data into latin-1 columns what is theoretically wrong, but practically works fine. In 3.8 we have to properly define columns as binary, UTF-8 or ascii as actually they do contain only this data. MySQL's doc clearly says that the only way is to convert field to some binary format (no data change) and then to required character set. All these is described in comments in the beginning of the script. Try attached patch instead of what you've described below. I'm going to look at "NOT NULL DEFAULT NULL" problem. On Mon, Jul 28, 2008 at 8:14 PM, Mathieu Longtin <[EMAIL PROTECTED]> wrote: > First, thanks for the 3.8 upgrade. Much appreciated. > > I already had accents in my tickets, and running > schema.mysql-4.0-4.1.pl would garble them. This is using mysql 5.0.51a on Redhat. > > I discovered that if I skip the VARBINARY part of the upgrade, the > data is fine. So instead of > > ALTER TABLE Tickets MODIFY Subject VARBINARY(10) NULL DEFAULT > NULL; > ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET > utf8 NULL DEFAULT NULL; > > Just do: > > ALTER TABLE Tickets MODIFY Subject VARCHAR(10) CHARACTER SET > utf8 NULL DEFAULT NULL; > > So, if your data is garbled post upgrade, restore your backup (you had > a backup, right?), and follow these instructions to run > schema.mysql-4.0-4.1.pl. > > You can easily get those UTF8 modify commands like this: > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | grep > MODIFY.*utf8 > > > Of course, you still need to fix the NOT NULL DEFAULT NULL issue. So, > the full command: > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ > grep MODIFY.*utf8 | \ > perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ > mysql -urt_user -prt_pass rt > > Then, run schema.mysql-4.0-4.1.pl normally, the columns that were > fixed already won't be refixed by the upgrade script again. > > perl schema.mysql-4.0-4.1.pl rt rt_user rt_pass | \ > perl -pe 's/NOT NULL DEFAULT NULL/NOT NULL/' | \ > mysql -urt_user -prt_pass rt > > > -Mathieu > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- Best regards, Ruslan. ------------------------------ _______________________________________________ RT-Users mailing list RT-Users@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users End of RT-Users Digest, Vol 52, Issue 81 **************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
