Re: [rt-users] Have filtered select custom field options

[Ruslan Zakirov]

Use based on and categories to select when to show value. Should work in
3.8 and 4.

Ruslan from phone.
20.03.2009 6:16 пользователь "Aaron Guise"  написал:

> Hi All,
>
> I just wonder as I have a suggestion from our management whether it is
> possible to have a custom field which is filtered by aselection made in an
> earlier select box.
>
> For example say: I have one CF which is for Business Area and based on the
> selection made here a second list will need to have values filtered and
> specific to the specific business area.
>
> Would such a thing be at all possible?
>
> *Regards,*
>
> *Aaron Guise
> 027 212 6638
> aa...@guise.net.nz
>  *
>
>
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Adding custom field to RT at a glance's 10 highest priority tickets I own section

[Ruslan Zakirov]

Your custom fields are not in the list because they are applied to specific
queues. You either have to limit search by queue or use Jim's trick.


On Sat, May 18, 2013 at 8:21 PM, Shane Vedvik wrote:

> Hi,
>
> My instance of RT has a custom field called Org that contains a unique
> organization id for the customer the ticket is for.  I would like to be
> able to add this field to the RT at a glance page in the 10 highest
> priority tickets I own section as well as the 10 newest unowned tickets
> section.  Does anyone have any ideas on how to do this. When I click the
> edit links a list of fields is shown, but my custom fields are not in the
> list.
>
> Thanks.
>
> Shane
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training
>



-- 
Best regards, Ruslan.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Root account gone!!!!

[Cena, Stephen (ext. 300)]

Somehow after my database move, I've now lost root access to the system.
I can't get in to make any kind of changes.
 
Is there a way to change root's password?
 
Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.com
"Thank you for helping us help you help us all."
--For email related issues, please contact postmas...@qvii.com
 
 
 


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Re: [rt-users] Root account gone!!!!

[Ruslan Zakirov]

http://requesttracker.wikia.com/wiki/RecoverRootPassword

However, I want to note that we changed how we store passwords and if you
upgraded RT then it's possible that what you have is an incomplete upgrade.


On Tue, May 21, 2013 at 4:12 PM, Cena, Stephen (ext. 300) wrote:

> **
> Somehow after my database move, I've now lost root access to the system. I
> can't get in to make any kind of changes.
>
> Is there a way to change root's password?
>
> Stephen Cena
> QVII
> MIS/IT Dept
> 850 Hudson Ave.
> Rochester, NY. 14620
> 585-544-0450 x300
> s...@qvii.com
> "Thank you for helping us help you help us all."
> --For email related issues, please contact postmas...@qvii.com
>
>
>
>
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training
>



-- 
Best regards, Ruslan.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] How to get Custom Field's description which setted by ExternalValues subroutine

[Chrilly Cheng]

Hi All,

I've got a problem with the Custom Field description issue. I created a
custom field named Contact, and when a new ticket is created, I use scrip
to add this Contact user to Requestor list.
I remember that when we set the ExternalValues with code below, we would
pass a description to RT
sub ExternalValues {
..
..
push @res, {
name=> $element->{'cont_name'},
description => $element->{'cont_email'},
sortorder   => $i++,
};
..
}

So i want to use this "description" value to create user or add to mail
list. Can anyone tell me how to get it?

I used code as listed below, but what i got is just the Description value
of this Custom Field, NOT the description of the custom field value I
passed in config file.

my $CF = new RT::CustomField($RT::SystemUser);
$CF->LoadByName( Queue => $ticket->QueueObj->id, Name => $CFName );
$Email = $CF->Description();

Any suggestions would be help, thanks a lot.

-- 
*Br*
*Vodar*
*It's not where you start -- it's where you finish that count.*


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Have filtered select custom field options

[Vodar]

Thanks for your suggestion, Ruslan. Really helpful.

Another question here, would this work between two Custom Fields which are
both using ExternalValues? Can I use another Custom Field's value in
ExternalValues config file?


On Tue, May 21, 2013 at 5:57 PM, Ruslan Zakirov [via RequestTracker] <
ml-node+s8502n53935...@n7.nabble.com> wrote:

> Use based on and categories to select when to show value. Should work in
> 3.8 and 4.
>
> Ruslan from phone.
> 20.03.2009 6:16 пользователь "Aaron Guise" <[hidden 
> email]>
> написал:
>
>> Hi All,
>>
>> I just wonder as I have a suggestion from our management whether it is
>> possible to have a custom field which is filtered by aselection made in an
>> earlier select box.
>>
>> For example say: I have one CF which is for Business Area and based on
>> the selection made here a second list will need to have values filtered and
>> specific to the specific business area.
>>
>> Would such a thing be at all possible?
>>
>> *Regards,*
>>
>> **
>> *Aaron Guise
>> 027 212 6638
>> *
>> *[hidden email] 
>>  *
>>
>>
>>
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: [hidden 
>> email]
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training
>
> --
>  If you reply to this email, your message will be added to the discussion
> below:
>
> http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53935.html
>  To unsubscribe from Have filtered select custom field options, click 
> here
> .
> NAML
>



-- 
*Br*
*Vodar*
*It's not where you start -- it's where you finish that count.*




--
View this message in context: 
http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53940.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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Re: [rt-users] Have filtered select custom field options

[Ruslan Zakirov]

On Tue, May 21, 2013 at 5:01 PM, Vodar  wrote:

> Thanks for your suggestion, Ruslan. Really helpful.
>
> Another question here, would this work between two Custom Fields which are
> both using ExternalValues? Can I use another Custom Field's value in
> ExternalValues config file?
>
>
Should in theory, but I havn't checked.


>
> On Tue, May 21, 2013 at 5:57 PM, Ruslan Zakirov [via RequestTracker] <[hidden
> email] > wrote:
>
>> Use based on and categories to select when to show value. Should work in
>> 3.8 and 4.
>>
>> Ruslan from phone.
>> 20.03.2009 6:16 пользователь "Aaron Guise" <[hidden 
>> email]>
>> написал:
>>
>>> Hi All,
>>>
>>> I just wonder as I have a suggestion from our management whether it is
>>> possible to have a custom field which is filtered by aselection made in an
>>> earlier select box.
>>>
>>> For example say: I have one CF which is for Business Area and based on
>>> the selection made here a second list will need to have values filtered and
>>> specific to the specific business area.
>>>
>>> Would such a thing be at all possible?
>>>
>>> *Regards,*
>>>
>>> **
>>> *Aaron Guise
>>> 027 212 6638
>>> *
>>> *[hidden email] 
>>>  *
>>>
>>>
>>>
>>> ___
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: [hidden 
>>> email]
>>>
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>
>>
>>
>> --
>> RT Training in Seattle, June 19-20: http://bestpractical.com/training
>>
>> --
>>  If you reply to this email, your message will be added to the
>> discussion below:
>>
>> http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53935.html
>>  To unsubscribe from Have filtered select custom field options, click
>> here.
>> NAML
>>
>
>
>
> --
> *Br*
> *Vodar*
> *It's not where you start -- it's where you finish that count.*
>
> --
> View this message in context: Re: Have filtered select custom field
> options
>
> Sent from the Request Tracker - User mailing list 
> archiveat
>  Nabble.com.
>
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training
>



-- 
Best regards, Ruslan.


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] Login Passwords Fail following upgrade to RT 4.0.0

[dfriend]

I am currently running RT 3.8.16 and all appears to be working fine. I
have decided to upgrade to RT 4.0.0. I am using mysql database. I did a
backup of the rt3 database and installed rt4. I restored the rt3 backup to
the rt4 database. All initially appears to be fine in that I can login and
view, create and edit tickets. If I log-off and attempt to login again, I
get an error that the password is invalid. I have tried logging in as root
and changing my user password and find that the password change fails
reporting that the root's current password is incorrect. I can manually
pull the original password from the RT3 database and post it to the users
record in the rt4 database and I can login fine using the original
password. However, if I log-out I cannot log back in because of a failed
password message. I did a fresh install of RT 4.0.0 and everything appears
to work fine but I do not have my prior tickets. I reviewed the users
table fields and compared it to the rt3 database fields. The rt3 password
field is varbinary(40) and the rt4 password field type id varchar(256).
There are a few other differences in the users database between rt3 & rt4.
I have tried to follow the README, UPGRADING & UPGRADING.mysql directions
but cannot find that the new database SCHEMA has changed during these
processes.

I am looking for understanding of which RT version the database schema
changed. Were the changes part of an RT3 upgrade that might not have
completed properly or is it new to RT4? I want to verify the upgrade
process was performed properly and possibly rerun that upgrade to verify
my database changes actually take effect. I would also need to know the
specific script or process makes these changes to the database so I can
verify it completes as expected. Is there a script to modify my old
database to the new SCHEMA?

Thanks,
Doug




-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

[rt-users] unsubscribed from dashboard for a user who has left

[Andy Lee]

Hi,

I got a system dashboard that is setup. And the user use to be subscribed
to the dashboards to get reports daily.

It appears the user is still receiving emails from the reports. How can
i remove the user from the system dashboard reporting?

thanks,
andy


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Flaws on RT::Extension::RepeatTicket search

[Jim Brandt]

On 5/21/13 1:44 AM, Thomas Lau wrote:

Hi Jim,

How could you put a debug statement on the script?


In the run subroutine in rt-repeat-ticket:

while ( my $attr = $attrs->Next ) {
my $date = $args{date}->clone;
# Gets all
warn "Got a ticket with a recurrence: " . $attr->Object->id;
next unless $attr->Content->{'repeat-enabled'};
# Just enabled
warn "Ticket with recurrence enabled: " . $attr->Object->id;
next if $args{ticket} && $args{ticket} != $attr->Object->id;

But it's even easier to do as Ruslan suggested and create a new ticket 
search, click Advanced, paste:


HasAttribute = 'RepeatTicketSettings'

click Apply, then Show Results.



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RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Fwd: Parent/Child relationships for tickets in RT REST

[Landon]

On 20 May 2013 11:26, Thomas Sibley  wrote:

> On 05/19/2013 06:56 PM, John Kelsh wrote:
> > Hi Landon,
> >
> > HasMember & MemberOf should create a Parent/Child relationship shouldn't
> > it?
>
> Yes, those are the internal names, for better or worse.  I don't know
> about the internals of RT::Client::REST, but RT's REST interface will
> accept Parent/Child types too and do the right thing.
>
> Thomas
>
>
This is great to hear.  Thanks very much to all of you for your replies.

-- 
Landon Stewart 


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] unsubscribed from dashboard for a user who has left

[Thomas Sibley]

On 05/21/2013 11:13 AM, Andy Lee wrote:
> I got a system dashboard that is setup. And the user use to be subscribed
> to the dashboards to get reports daily.
> 
> It appears the user is still receiving emails from the reports. How can
> i remove the user from the system dashboard reporting?

There's currently no way for an RT admin to modify another user's
dashboard subscriptions (without manually touching the database, which
we discourage).  You'll need to login as the user (admins *can* reset
passwords) and remove the subscription, or the user will need to do it
themselves.

Keep in mind that dashboard subscriptions are to any arbitrary address,
so it's possible for users to subscribe an address that isn't theirs
(which can be useful in various situations).

Thomas


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] Login Passwords Fail following upgrade to RT 4.0.0

[Thomas Sibley]

On 05/21/2013 06:55 AM, dfri...@qcol.net wrote:
> I am currently running RT 3.8.16 and all appears to be working fine. I
> have decided to upgrade to RT 4.0.0.

Why 4.0.0 and not 4.0.12?  .12 contains two years of bugfixes.  There is
no reason to upgrade to something less.

> There are a few other differences in the users database between rt3 & rt4.
> I have tried to follow the README, UPGRADING & UPGRADING.mysql directions
> but cannot find that the new database SCHEMA has changed during these
> processes.

Did you run `make upgrade-database`?  It sounds very much like you
didn't run any database upgrades at all.

Please re-read the README, paying attention to step 6(b) and UPGRADING-4.0:

http://bestpractical.com/rt/docs/latest/README.html
http://bestpractical.com/rt/docs/latest/UPGRADING-4.0.html

Perhaps this will be useful:
http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html


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Re: [rt-users] Cannot get RT-Extension-MobileUI and RT-Authen-ExternalAuth to play nice....

[Thomas Sibley]

On 05/20/2013 11:31 PM, Gary Greene wrote:
> Currently, I'm using RT version 3.8.10 (yes, I know it is old; we're
> not ready to upgrade to the 4 series yet with the customizations
> we've done to rt3...) and have installed version 1.03 of
> RT::Extension::MobileUI and version 0.09 of RT::Authen::ExternalAuth
> in use. The configuration we're using has the authentication only
> coming from the AD LDAP environment we have.
> 
> When attempting to login to the mobile UI, it complains that a user
> doesn't exist, tries to fall back to SSO, fails (which it should, as
> we've not setup SSO yet here), and then kicks you right back to the
> login UI.

You didn't provide any logs.  Please turn on debug logging in RT and
show the debug logs produced when you try to login via the mobile UI.

Have you tried a newer version of RT::Authen::ExternalAuth?


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Re: [rt-users] unsubscribed from dashboard for a user who has left

[Andy Lee]

Hi Thomas,

Would it be possible for me to perform the following two options:

1. Delete the system dashboard reports and then just recreate a new one,
would that clear out his account?

2. I take it that disabling his account is not an option? I disabled the
user account but it appears that didn't stop the email from sending (it's
possible the "recipient" field was populated instead.

Your suggestion is great, however i've got it configured to use another
layer of authentication, which would require downtime, since i'd have to
stop that authentication layer and then login as that user. :-\

Thanks for you help!

andy


On Tue, May 21, 2013 at 4:21 PM, Thomas Sibley wrote:

> On 05/21/2013 11:13 AM, Andy Lee wrote:
> > I got a system dashboard that is setup. And the user use to be subscribed
> > to the dashboards to get reports daily.
> >
> > It appears the user is still receiving emails from the reports. How can
> > i remove the user from the system dashboard reporting?
>
> There's currently no way for an RT admin to modify another user's
> dashboard subscriptions (without manually touching the database, which
> we discourage).  You'll need to login as the user (admins *can* reset
> passwords) and remove the subscription, or the user will need to do it
> themselves.
>
> Keep in mind that dashboard subscriptions are to any arbitrary address,
> so it's possible for users to subscribe an address that isn't theirs
> (which can be useful in various situations).
>
> Thomas
>
>
> --
> RT Training in Seattle, June 19-20: http://bestpractical.com/training
>


-- 
RT Training in Seattle, June 19-20: http://bestpractical.com/training