Re: [rt-users] Move tickets to queue but don't allow ticket creation

[Jeff Voskamp]

On 12/02/17 07:57 AM, Keith Edmunds wrote:

We have a "Triage" queue and a number of problem-type queues. Ideally,
we'd like to allow tickets to only be created in the Triage queue and
then be moved to the appropriate problem queue, but it appears that we need
the "Create Ticket" permission on a queue to move tickets to it.

Is there any way of achieving what we want?

Thanks,
Keith


I'm assuming that you have specific people who process the triage queue. 
Put them in a Triage group.


Give everyone the right to create tickets in Triage.

Triage people have the right to create tickets in the problem queues.

Requestors can SeeTicket, Reply, (SeeQueue?) and other standard stuff 
everywhere.


This should funnel all the requests as long as you can make sure the 
Triage people follow the rules. :-)



Jeff

Re: [rt-users] __active__ including stalled tickets?

[Jeff Voskamp]

On 05/01/17 11:12 AM, Matt Zagrabelny wrote:

...and I see that Shawn has answered, too. Here is what I had to say:

"stalled" is an active status. I know the word feels "inactive", but
according to the default lifecycle, it is active.

https://github.com/bestpractical/rt/blob/stable/etc/RT_Config.pm.in#L3034

An active status is one where you expect it to change: new, open, stalled.
An in-active status is one where you don't, i.e. a "final resting 
state": rejected, resolved, deleted.


Jeff

Re: [rt-users] supplying database credentials to rt-fulltext-indexer

[Jeff Voskamp]

On 12/12/16 10:42 AM, Alex Hall wrote:

Hi all,
I think I can say definitely that this is a bug. I added the DB 
credentials to RT_SiteConfig.pm and, suddenly, the indexer started 
working perfectly. Yet RT itself pulls the exact same credentials from 
RT_SiteConfig.d/03-DBInfo.pm with no trouble. I have all my settings 
in multiple files under RT_SiteConfig.d, and they all work. It's just 
rt-fulltext-indexer that seems to have trouble accessing them. This 
explains a lot, and hopefully gets fixed in the next release. Thanks 
for everyone's suggestions and help.
Permissions on RT_SiteConfig.d/03-DBInfo.pm are such that the user 
running rt-fulltext-indexer can read them? Alternately you're not 
running rt-fulltext-indexer from an earlier release (4.2.x) that didn't 
support RT_SiteConfig.d?


Jeff
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - January 9-11 2017

Re: [rt-users] Greetings from a New RT user in Toronto.

[Jeff Voskamp]

On 25/10/16 12:18 PM, Reza wrote:

Greetings Jeff:

Thank you for your reply.

The use case for random IDs is quite simple.   Ascending / serial 
number of IDs compromises confidentiality.  End users would be able to 
guess how busy I could be with the amount of tickets answered.  Its 
something I don't want to disclose.   Almost ALL ticketing systems I 
have seen, have a random arbitrary numeric or alpha-numeric ID.  Any 
other suggestions on how to approach not displaying an obvious number 
to end users?


Thanks!
Reza.


The increasing ticket number is baked into the Ticket table definition:
`id` int(11) NOT NULL AUTO_INCREMENT,

There's probably bits of code that assume this works this way.

Jeff
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Creating Tickets in RT with a redirected email

[Jeff Voskamp]

On 30/07/15 09:47 AM, Jeff Smith wrote:

I did grep that config setting in RT_Config.pm and changed it to
unprivileged with no result.  It did not appear in RT_SiteConfig.pm at all.


The proper way to do this is to copy the setting from RT_Config.pm to 
RT_SiteConfig.pm and change it there. That way you won't loose your 
changes when you upgrade to a newer RT and RT_Config.pm changes under 
your feet.  RT_SiteConfig.pm logically overwrites RT_Config.pm as far as 
settings go and doesn't change during upgrades.


Jeff

Re: [rt-users] Autocomplete vs. Drop-down for 'Owner'

[Jeff Voskamp]

On 04/06/15 03:20 PM, Jeff Blaine wrote:

RT 4.2.11

I'm failing to find where in the code this "50 privileged users = use
autocompleter" logic is.

Where can I override this so that the drop-down remains in place? I
don't see that "50" token anywhere with a conditional around it.

Our value for $AutocompleteOwners is the default, 0, meaning "use the
drop down until 50 exist"

We want our 51-60 users to have the drop down always.

Someone point me in the right direction in the code, please?



Elements/SelectOwnerDropdown around line 82.

Re: [rt-users] General reminder emails

[Jeff Voskamp]

On 08/04/15 08:59 AM, fleon wrote:

Thank you, this seems to more or less do what i want. However, if i
understand correctly, i must create a saved search for each one of my
agents, since i don't see a way to create just one dashboard with opened or
new tickets in a queue and the owner='myself' or something like that, so
every user subscribed to that dashboard would get the email without needing
to create one dashboard for each user.

Also, when consulting the README, i saw that there is a tool to send email
digests. I will also try that option


Set the owner to '__CurrentUser__' in the search.

Jeff

Re: [rt-users] Problem with attachments

[Jeff Voskamp]

On 02/06/2015 06:32 AM, Guadagnino Cristiano wrote:

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
 wrote:

Thank you Alex,
so basically my test is correct and my problem is not solved.
Back to the drawing board :-(

Let's see if I can give some more detail, to help you in helping
me :-)

Those two mails are sent by different scrips.  Check that the template
for the latter scrip has "RT-Send-Attachment: yes" in the headers
section.

   - Alex

"Magic headers" need to be in the first paragraph.
If the first line is blank remove it.  Make sure there is a blank line 
after RT-Send-Attachment and before the main template.

Re: [rt-users] Errors on user logins --

[Jeff Voskamp]

On 12/10/2014 01:09 PM, Matt Wells wrote:

I'm getting what seems to be a common error when users login.

"The page you requested could not be found"
This is only with non-root users.

When the users login it redirects to
https://rt.example.com/HASH(0x68193a8)

If I remove the 'HASH(0x68193a8)' I get my dashboard.
I've cleaned out the mason cache and walked through many of the existing
'how to' but to no avail.

I've ensured that CPAN modules are all up to date.

CentOS 6.6
RT 4.2.9

==> /var/log/httpd/error_log <==
[30947] [Wed Dec 10 17:22:23 2014] [info]:
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK (
ldapserver_LDAP ): joe.bob
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:161)
[30947] [Wed Dec 10 17:22:23 2014] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1:
example, EmailAddress: joe@example.com ,
Name: joe.bob, RealName: Joe Bob, WorkPhone: 7025551234
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:665)
[30947] [Wed Dec 10 17:22:23 2014] [info]: Successful login for joe.bob
from 10.10.10.10
(/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:341)


Thanks for any and all assistance.


Which version of RT::Authen::ExternalAuth are you using?
Hint 0.25 would be the recommended version. There was a fix for this 
somewhere between 0.17 and 0.21 if I remember correctly.


Jeff

Re: [rt-users] RT4 and GIT; RT4 and Eclipse

[Jeff Voskamp]

On 08/14/2013 12:09 PM, Jok Thuau wrote:



1) Re: GIT <-> RT4 integration:
---Does anyone know of a way to tie a “commit” (in GIT) to a ticket in RT4, by 
putting an RT ticket # in the commit (and, ideally, back to the code)?

Git has hooks where you can call specific scripts at different stages in the commit 
process. You should be able to use a post-commit hook to "poke at RT" and do 
what you need.


2) Does anyone know of a way to connect Eclipse and RT4 (mylin used to do this 
with an older version of RT)?


Not familiar with either of those, so I can't be of much help here.

University of Waterloo
Waterloo, Ontario, Canada

Go Warriors!

Thanks,
Jok


RT::Integration::SVN is a start but has some significant limitations.
I took a look at a year or so ago.

Jeff

Re: [rt-users] CommandByMailGroup setting

[Jeff Voskamp]

On 05/09/2013 12:04 AM, Thomas Lau wrote:

What if I need multiple groups?


Define a new group consisting of all the constituent groups.

Jeff



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

Re: [rt-users] Very high Apache CPU usage after upgrading to 4.0.0

[Jeff Voskamp]

On 05/09/2011 06:59 PM, Jonah Hirsch wrote:

I did some more digging, and it turned out that it was mod_deflate that
was causing the problem. Disabling it solved my speed woes, but it still
raises the question, why is mod_deflate only slowing the system on RT
and not any of the other sites hosted on this box?
---
Jonah Hirsch


Where is "SetOutputFilter DEFLATE" in your httpd config files? Is only 
enabled for the one site, or in the default configuration?


Jeff

Re: [rt-users] Users randomly being logged in as other users

[Jeff Voskamp]

On 11/19/2010 05:50 AM, vmos wrote:
> 
> Well we upgraded from debian sarge to debian lenny so that included an apache
> upgrade. I don't see mod_cache enabled on the new or the old server, do you
> think that would help?
> 
>> I thought I recalled issues with mod_cache in apache and mixed sessions.
>>  I don't recall if you mentioned any apache changes at the same time.
>>
>> Jeff
>>
>>
> 
>From about this time last year:
http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg23253.html


jeff

Re: [rt-users] Users randomly being logged in as other users

[Jeff Voskamp]

On 11/18/2010 04:31 AM, vmos wrote:
> 
> You're right, we went from 3.3 to 3.8.7. I think 2.4 was the nagios version I
> recently upgraded.
> There's no proxy. I wouldn't have thought that cookies were being passed
> about, the network is identical, it hasn't changed.
> All we've changed is the server and version. All this server does is RT
> 
> 
> Kevin Falcone-2 wrote:
>>
>> On Wed, Nov 17, 2010 at 06:07:22AM -0800, vmos wrote:
>>>
>>> Hello, we were running RT 2.4 and we decided to upgrade to 3.8. we built
>>> a
>>> new server and instead of running it in-house, we moved it into our data
>>> centre.
>>
>> There was no RT release labeled 2.4, and you should be more specific
>> about which release of 3.8.  3.8 covers releases of RT over more than
>> 2.5 years.
>>
>> You haven't really provided helpful details (such as authorization and
>> webserver configurations) so any speculating is guesswork.
>>
>> Usually this involves a proxy server or incorrect caching.
>> You really need to sort out if there are cookies being passed from
>> user to user or something else going on.
>>
>> -kevin
>>
>>> The we started getting a problem were you would click on a link in RT or
>>> refresh the page and suddenly you would be logged in as somebody else.
>>> I asked about this and was told that it was down to some sort of NAT
>>> issue
>>> between here and our DC as we all appeared to be coming from the same IP
>>> address.
>>> After trying and failing to get to the bottom of the NAT issue, we
>>> decided
>>> to move the server back in-house. It's now in the same rack, plugged in
>>> to
>>> the same switch as the old server (that NEVER had this issue)
>>> That was two days ago and now we see the problem is still happening. 
>>>
>>> What's going on?
>>> -- 
>>> View this message in context:
>>> http://old.nabble.com/Users-randomly-being-logged-in-as-other-users-tp30238345p30238345.html
>>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>>
>>
>>  
>>
> 
I thought I recalled issues with mod_cache in apache and mixed sessions.
 I don't recall if you mentioned any apache changes at the same time.

Jeff

Re: [rt-users] RT mobile interface

[Jeff Voskamp]

On 11/01/2010 11:45 AM, Jesse Vincent wrote:
> 
> 
> 
> On Mon, Nov 01, 2010 at 10:29:13AM -0500, John Arends wrote:
>> I installed the mobile plugin, and it seems to work pretty well for
>> the most part. I noticed in our case the link to return to the
>> normal interface doesn't work. Clicking it does nothing. Any ideas?
> 
> If you try from a desktop browser does it work?

We're seeing the same thing.

When I do it from the desktop and fake up the UserAgent it works if I'm
not logged in. If I'm logged it I get the same page back.

Very strange, but I'm not finding any records in the apache log files -
time to poke about.

Jeff

Re: [rt-users] Overriding CSS in ticket display?

[Jeff Voskamp]

 On 10/14/2010 11:49 AM, Gary Oberbrunner wrote:

  On 10/14/2010 11:44 AM, Thomas Sibley wrote:

On 14 Oct 2010 11:33, Gary Oberbrunner wrote:

  I have some tickets that have HTML (coming from email, which was pasted
from Word), so they have lots of...  which RT
displays with a 1em margin, so they get really spaced out.  I can easily
fix that in main.css or ticket.css like this:

p.MsoNormal {
   margin: 0px 0px;
}

but how can I make that fix resist being overwritten by new versions of RT?

You're looking for callbacks.  See
http://wiki.bestpractical.com/view/Customizing.

If you told us what version of RT you're running, someone could point
you to the right place to look.

Doh, sorry about that.  3.8.2 on Ubuntu 8.04.  I didn't realize there
were callbacks for CSS -- how's that even work?!

Put your fix in 
.../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End


Jeff

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Looking for the equivalent of RT-Extension-MergeUsers[History], but for queues.

[Jeff Voskamp]

 Someone here got overzealous creating queues and we'd like to fold a 
few of them back together.


Jeff Voskamp

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Can't locate object method

[Jeff Voskamp]

 On 09/20/2010 09:57 AM, Jyoti Sahu wrote:


Hello,

I am trying to learn the code of RT to make changes in it as per our 
requirements. So I tried to duplicate on of its module of creating, 
editing group.


I have included a new folder as groups1 in /share/html/Admin folder & 
made a new package as groups1.pm & group1.pm & accordingly .


Everything went fine to some extent but now I am facing one problem as 
its showing below error when included above changes


*ERROR:*

*error:* Can't locate object method "new" via package "RT::Groups1" 
(perhaps you forgot to load "RT::Groups1"?) at 
/opt/rt3/share/html/Admin/Groups1/index.html line 40,  line 134.

*context:*

*...*



*36:*



value="<&|/l&>Go!" />


*37:*





*38:*



*39:*



<%INIT>

*40:*



my $Groups1 = RT::Groups1->new($session{'CurrentUser'});

*41:*



$Groups1->LimitToUserDefinedGroups();

*42:*



my $title = loc('Select a group_newcustomized');

*43:*



my $caption;

*44:*



*...*



*code stack:* /opt/rt3/share/html/Admin/Groups1/index.html:40
/opt/rt3/share/html/Admin/autohandler:49
/opt/rt3/share/html/autohandler:315

Can any body help what might be the problem?


Line 40 should be

*40:*



my $Groups1 = RT::Group->new($session{'CurrentUser'});

RT:Group is the type and $Groups1 is an instance of that type.

Jeff

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Securing /opt/rt3/local/plugins/RT-Authen-ExternalAuth/etc/RT_SiteConfig.pm

[Jeff Voskamp]

 On 09/15/2010 12:52 PM, Val Polyakov wrote:

Hello,

what are our options as far as securing RT_SiteConfig.pm goes?

My company has pretty strict security requirements, and our security team
will simply not allow us to store the ldap username/password in a plain
text file on the RT server (and I can fully understand their concerns).

What are some options here? Again, keeping in mind that the requirement is
for the password (at least the password, that is) to NOT be plaintext in
RT_SiteConfig.pm

Solutions like "well make the file only readable by root" aren't going to
be accepted (not by me, but by our security team). Needs to be a hashed
password, may be, or something.. I don't know.. soliciting ideas.

--Val

How are you storing the database userid and password in that case?

Jeff

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Multiple instances of RT web -> 1 DB

[Jeff Voskamp]

 On 09/13/2010 09:51 AM, Justin Hayes wrote:

Is it ok to have multiple webservers running the front end for an RT instance 
all pointing at the same RT DB?

I assume it should be but just want confirmation first.

Thanks,

Justin
Works just fine.  Makes an easy way to test changes and extensions that 
don't require DB changes.


Jeff

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] 10 newest unowned tickets

[Jeff Voskamp]

On 07/21/2010 12:50 PM, Kenneth Crocker wrote:

Mark,

It's just my opinion, but I like that logic. If I don't want someone 
to see tickets in a certain Queue, why would I want them to see 
"unowned" tickets in that same Queue? I wouldn't want that to change.


Kenn
LBNL

No, but you may still want to see 10 tickets.

Investigate "Set( $UseSQLForACLChecks, 1 );" in your RT_SiteConfig.pm.

Jeff


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Rt 3.8.7 ... main page is blank

[Jeff Voskamp]

On 06/15/2010 04:38 PM, Azher Mughal wrote:

I have these versions installed:

Scalar::Util   1.23  1.23  
G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz
Scalar::Util::PP   1.23  1.23  
G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz


[r...@mgmt rt-3.8.8]# cpan -O Scalar::Util
Unknown option: O
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
  Database was generated on Tue, 15 Jun 2010 11:27:00 GMT
Scalar::Util is up to date.

I tried CPANPLUS to uninstall the module, but

#perl -MCPANPLUS -e shell

CPAN Terminal> u Scalar::Util --force --verbose

[MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources
[MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources
[MSG] No '/root/.cpanplus/custom-sources' dir, skipping custom sources
Uninstalling 'Scalar::Util'
[ERROR] Could not get 'files' for 'Scalar::Util':

Error uninstalling 'Scalar::Util'
Problem uninstalling one or more modules
*** You can view the complete error buffer by pressing 'p'***

Then i manually installed module from CPAN website, and its the same 
version 1.23. However still the same problem.


Scalar::Util   1.23  1.23  
G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz
Scalar::Util::PP   1.23  1.23  
G/GB/GBARR/Scalar-List-Utils-1.23.tar.gz


Any hints ?

Thanks
-Azher
The question isn't so much the version of Scalar::Utils as whether or 
not it was built with Weaken support. That should show up in the Apache 
logs as well.


Jeff

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Rt 3.8.7 ... main page is blank

[Jeff Voskamp]

On 06/15/2010 02:22 PM, Azher Mughal wrote:

Hi All,

I tried the new version 3.8.8 and "make testdeps" was complaining 
about GNUPG, but its installed and i tried removing and installing 
again but no luck


[r...@mgmt rt-3.8.8]# rpm -aq | grep GnuPG
perl-GnuPG-Interface-0.42-1.el5.rf

Interestingly then i updated the CPAN, reloaded it and now "make 
testdeps" has no GnuPG errors. However the current installation of 
3.8.7 is still giving white page.


Is there a way to increase the DEBUG level of RT to see whats going on 
in the logs ?


I am now now trying to upgrade to 3.8.8.

-Azher
Have you upgraded perl recently? Perhaps something like Scalar::Utils 
has been badly updated.


Jeff

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Does RT track logins using IP?

[Jeff Voskamp]

On 05/19/2010 12:21 PM, vmos wrote:

I've asked about and there is no proxy server, there's a content filtering
appliance but we don't go through that at all, that's another department.


Jesse Vincent wrote:
   




On Wed, May 19, 2010 at 07:32:21AM -0700, vmos wrote:
 

There is a proxy in the building but we bypass that ourselves. We did
have
squid on the server that RT used to be on but we haven't used that in
years
   

I'd put (small amounts of) money on there being some sort of a proxy (or
possibly an apache reverse-proxy configuration) which is serving out
cached versions of pages with users' cookies.
 
I recall this coming up on the mailing list a few months ago - it was an 
apache module, although the name escapes me at the moment.  You'd have 
to search the archives.


Jeff Voskamp

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Global Config for "RT at a glance" not taking effect

[Jeff Voskamp]

On 04/29/2010 02:43 PM, Max McGrath wrote:
Thank you Kenn!  But I think I just figured it out!  Let me try to 
explain what was going on...


I added the line below to my RT_SiteConfig.

Set($HomepageComponents, [qw(
   QuickCreate QuickSearch MyAdminQueues MySupportQueues 
MyReminders RefreshHomepage Dashboards Links)]);



That then gave me the option to add "Links" (a file I created at 
$RTHOME/local/html/Elements/Links) to my RT at a glance.  The "Links" 
element worked fine after that, but my "QuickSearch" element was now 
broken.  So, while I was logged into the root account and my personal 
account, I made changes to RT at a glance at the user level for those 
accounts -- I didn't change it at the Global level yet -- basically I 
didn't know what I was doing!!


Basically, what I'm seeing is, when you edit the RT at a glance at a 
user level -- that user has "Opted Out" of the global changes.  Once 
you choose "Reset to Default" in RT at a glance at the user level (and 
log out and log in) you then take on the Global changes again!


Make sense?

I guess I can now go back to my original question and ask how to get 
helpful links available our HelpDesk users RT at a glance.  As I 
mentioned, how I did was before was perfect(!) except for that it 
broke the QuickSearch element.


Max

--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu 

It's Quicksearch, not QuickSearch.

Jeff

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] CommandByMail problem

[Jeff Voskamp]

On 04/22/2010 09:53 AM, Kevin Falcone wrote:

On Wed, Apr 21, 2010 at 01:39:04PM -0700, Kenneth Crocker wrote:
   

1) Email from any RT User creates a ticket in a queue, EVEN when the right 
"CreateTicket" has
NOT been applied to that User/group/role/Sys group for that Queue. It still 
gets in and
becomes a ticket. I checked the rights on this VERY thoroughly.
 

You must have a misconfiguration, setting up a vanilla 3.8.7 with a
user who has no CreateTicket rights anywhere and injecting mail from
that user gets
not ok - Ticket creation failed: No permission to create tickets in
the queue 'General'
as a result.  This is because Auth::MailFrom will reject the user
before CommandByMail gets to it

   

2) Email from NON-RT Users and NON-LDAP Users gets sent back to the "from" 
address in a
never-ending loop.

I know how to turn off the loop, by temporarily turning off "TakeAction:" 
from the Plugin and
then bouncing RT.

The two questions I have are:
 

It isn't clear to me why notifying the From: in your environment
causes a loop

-kevin
   




Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

What order are your MailPlugins in?

Jeff

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Setting Priority via Create New Ticket In...

[Jeff Voskamp]

On 04/19/2010 01:12 PM, Jeff Blaine wrote:

I've searched and found no previous thread on the topic.

Before I start digging around in RT 3.8.7 files...

Priority does not show up in our RT when using 'Create
New Ticket In..." and we'd like it to.  Is something
broken, or is it correct and we'll need to make local
mods?

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Take a good look for  "Show details" in the upper right of the "Create a 
new ticket" page.


Jeff

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Another Stupid Question

[Jeff Voskamp]

On 03/30/2010 10:51 AM, Brian Lawson wrote:

I'm not versed on the syslog filtering options.  I would like to see
multiple types of logs, but hopefully have them in their own individual
files so I don't have to parse through a single file.  But even if I
wanted them all to log to a single file (eg. the syslog), the last one
wins, so how can I get the debug, error, and info logs to all log to the
syslog?

-Brian
(As confused as a blonde alphabetizing M&M's)

   

Syslog files from that point and up.
You can then filter in the syslog config file.

Jeff

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Edit the login page

[Jeff Voskamp]

On 03/09/2010 01:32 PM, Kevin Falcone wrote:
> On Mon, Mar 08, 2010 at 06:37:29PM -0600, Max McGrath wrote:
>
>> Hi All -
>> Running RT 3.8.7 on Ubuntu. I had LDAP setup and I'm looking to edit the 
>> login page to be able
>> to tell users to login with their Novell username and password. I also 
>> would like to put a
>> link to the Novell password changer on the login screen.
>> Does anybody know where in the file system the login page is? I can't 
>> seem to find it.
>>  
> I suggest running find /opt/rt3/ -name Login
>
> -kevin
>
The login screen is generated via the autohandler so try "-name 
autohandler".

Jeff
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RT-Send-CC - mail is lost

[Jeff Voskamp]

On 02/23/2010 04:35 PM, Kevin Falcone wrote:
 >When 3.8.8 is released, RT will actually start telling you that you're
 >doing something illegal (asking it to send mail to itself, setting up
 >a potential loop)
 >
 >-kevin

Any sort of a timeline on this? This month? next month? check your 
stocking at Xmas?

Jeff
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] PErl question for RT Status values

[Jeff Voskamp]

On 02/01/2010 02:45 PM, Ken Crocker wrote:
> To list,
>
> In the past (3.6.4) I was able to add a couple values for my @active
> ticket statuses by modifying the RT_SiteCOnfig.pm values thus:
>
> @ActiveStatus = ('new', 'open', 'pending QA', 'QA approvd', 'stalled')
> unless @ActiveStatus;
>
> Now, with the more stringent syntax, I have this:
>
> Set(@ActiveStatus, (qw(''new' 'open' 'pending QA' 'QA approvd' 'stalled')));
>
> The problem is that the single quotes end up as part of the value. I
> can't just remove them because I need to protect the integreity of two
> values that include an embedded space ('pending QA' and 'QA approvd').
>
> I'm only a perl newbie, so I'm not sure how to get around this problem.
> Can anyone out there show me the correct syntax to add my two status
> values and keep the integrity of the embedded space?
>
> Thanks.
>
> Kenn
> LBNL
>
Try
Set( @ActiveStatus, ('new', 'open', 'pending QA', 'QA approvd', 'stalled'));

You can use quotes or qw, but not both.

Jeff
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

2010 RT Training Sessions!
San Francisco, CA, USA - Feb 22 & 23
Dublin, Ireland - Mar 15 & 16
Boston, MA, USA - April 5 & 6
Washington DC, USA - Oct 25 & 26

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] new status

[Jeff Voskamp]

On 10/26/2009 05:53 AM, Alexandre PIASER wrote:
> Hello,
>
>  I added a new status "validation_RS" .
> I added this line in my RT_SiteConfig.pm : Set(@ActiveStatus, qw(new
> open validation_RS stalled));
>
> It works : I see it on rt but I can't use it.
>  When I try to change the ticket's status with this status, RT
> doesn't want : it tells me "Bad value for status".
>  Don't i forget to do something ?
>
> Thanks,
>
>
It's too long - a status name is limited to 10 characters.

Jeff Voskamp
___
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

Re: [rt-users] [Rt-announce] RT 3.8.5 Released

[Jeff Voskamp]

On 09/15/2009 11:28 AM, Kevin Falcone wrote:

On Tue, Sep 15, 2009 at 02:03:56PM +0200, Sven Sternberger wrote:
   

Hello!

On Mo, 2009-09-14 at 15:27 -0400, Kevin Falcone wrote:
 

This release of RT-3.8.5 contains an important security fix.
   

so to patch RT-3.8.4 with the attached patches gives me a
RT-3.8.5? There are no other features,fixes or cleanups
in 3.8.5?
 

3.8.5 was branched from the 3.8.4 release in our repository and
includes none of the changes on 3.8-trunk other than the bug fix and a
version number bump.

-kevin

Then you should rename ticket #13574 in rt3.fsck.com. :-)

Jeff
___
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

Re: [rt-users] RT privileged user cannot see 'Preferences'

[Jeff Voskamp]

On 08/11/2009 09:26 AM, testw...@gmail.com wrote:
> RT experts: We created a priviliged user so he can view tickets 
> created by him and gave him access to one of the queues. When we login 
> as him, we cannot see 'Preferences' tab on the right hand side of the 
> screen. We wouuld like him to be able to change his password. What 
> rights should be given for this?
>
>
> Thanks, rq
ModifySelf.

Jeff
___
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

Re: [rt-users] problem creating a user

[Jeff Voskamp]

On 08/05/2009 02:47 PM, Christopher M. Hobbs wrote:

When I try to create a user, I have been getting the
following error:

 *  User could not be created: Email address in use

The user has created tickets via email before.  Is that
address in a database somewhere, perhaps?  The user isn't
listed in the Users section of the configuration screen.

Thanks!
   
If they've created tickets by email they're probably an unprivileged 
user. Configuration->Users only lists privileged users.  Do a search (at 
the bottom of the page) for the email address. You can then edit the 
user definition.


Jeff Voskamp
___
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

Re: [rt-users] Unable to assign an e-mail address, already in use

[Jeff Voskamp]

On 05/29/2009 01:16 PM, Richard Knowles wrote:
> Hello,
>
> I am running 3.8.1 and early on during testing tickets were created with
> an e-mail address in the CC: field to a person not yet an RT-user.
> Later when trying to add that person as a user
> (Configuration->Users->Create) the create user will fail with the message:
> User xyz: Email address in use
>
> I don't know where to look to fix this.
>
> Richard Knowles
> Senior Network Support Engineer
> Adax, Inc. 614 Bancroft Way
> Berkeley, CA 94710
> Tel: 1-(510)-548-7047 ext. 148
> Fax: 1-(510)-548-5526
> http://www.adax.com
>
Lookup the user by email and edit them.
They were probably autocreated as unprivileged when first mentioned.

Jeff
___
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

Re: [rt-users] replying to "resolved" notification re-opens ticket

[Jeff Voskamp]

GravyFace wrote:
> When a ticket is resolved, RT sends out a system notification,
> "According to our records, your request has been resolved.".  Being
> polite, our customers usually reply to our resolution emails with a
> "thank you" -- I could tell them not to, I guess, but am wondering
> what others in the RT community do.
>
> Not a deal-breaker, but I could see this getting annoying for us.
>   
The easiest thing to do is tweak the template do add "Please don't reply 
to this message."

Jeff
___
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

Re: [rt-users] where oh where is the Preferences link?

[Jeff Voskamp]

Jo Rhett wrote:
> On Feb 6, 2009, at 10:29 AM, Jesse Vincent wrote:
>   
>> Preferences -> Settings -> Email Delivery
>> 
>
>
> Okay, color me stupid but I can't figure out why nobody but superusers  
> can see Preferences.
>
> Searching on the wiki has no links, and there are no rights which  
> clearly specify who can see the Preferences link.
>
>   
You need to have "ModifySelf" permissions to see the Preferences tab.

Jeff
___
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

Re: [rt-users] Add search to RT System's saved searches

[Jeff Voskamp]

Ben Goodwin wrote:
> Mathew,
>
> I was searching for an answer to this and ran across this post.  I 
> thought I'd chime in and say, "me too!" with a couple more details.
>
> I'm running a new install of 3.8.1.   I created a saved 
> search and saved it to the RT System's searches and expected to be 
> able to see it on all other accounts.  I can't even find load is as a 
> previously-saved search.  It also doesn't show up under Global/Rt at a 
> glance as an option.
>
> Have you had any further insights into the problem?
>
> Regards,
>
>-=| Ben
What are people's permissions with regard to CreateSavedSearch, 
EditSavedSearches, LoadSavedSearch, and ShowSavedSearches?
You can probably find them under Configuration->Global->GroupRights or 
use the RightsMatrix extension.
Joe Average needs at least ShowSavedSearches and LoadSavedSearch to be 
able to use the RT System's searches.

Jeff
___
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

Re: [rt-users] rt 3.8.0 web2 CSS wierdness.

[Jeff Voskamp]

Jesse Vincent wrote:
>
> On Jul 16, 2008, at 5:36 PM, Jeff Voskamp wrote:
>
>> There's some nice new options for Search/Build.html (such as all the 
>> Queue* stuff, but the label field is a bit narrow.
>> Attached is a patch that allows me to see the tail end of such 
>> options as "QueueAdminCC EmailAddress"  rather than just a list of 
>> "QueueAdminC".
>>
> So, the problem with making things that wide in the default view is 
> that on many browsers and screens, the query view gets cut off:/
Then the contents of the fields need to be shorter, or ragged left, or 
something.  the 3.4 and 3.5 skins don't specify a width so things are 
still getting pushed around.

Jeff
___
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

[rt-users] rt 3.8.0 web2 CSS wierdness.

[Jeff Voskamp]

There's some nice new options for Search/Build.html (such as all the 
Queue* stuff, but the label field is a bit narrow.
Attached is a patch that allows me to see the tail end of such options 
as "QueueAdminCC EmailAddress"  rather than just a list of "QueueAdminC".


Jeff Voskamp
*** ticket-search.css   2008-07-15 14:33:34.0 -0400
--- /usr/local/rt/html/NoAuth/css/web2/ticket-search.css2008-07-16 
17:30:22.0 -0400
***
*** 60,70 
  #comp-Search-Build #pick-criteria td.label {
  font: message-box;
  padding-right: 0.5em;
! width: 11em;
  }
  
  #comp-Search-Build #pick-criteria td.label * {
!  width: 8.5em;
  }
  
  #comp-Search-Build #pick-criteria td.label select {
--- 60,70 
  #comp-Search-Build #pick-criteria td.label {
  font: message-box;
  padding-right: 0.5em;
! width: 18em;
  }
  
  #comp-Search-Build #pick-criteria td.label * {
!  width: 15.5em;
  }
  
  #comp-Search-Build #pick-criteria td.label select {
___
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

Re: [rt-users] A brief preview of what RT 3.8 is going to look like

[Jeff Voskamp]

Jesse Vincent wrote:
>
> On Apr 1, 2008, at 1:51 PM, Kenneth Crocker wrote:
>> Jesse,
>>
>>
>> Other than the ability to change the "look", what are some of the 
>> other enhancements and features of 3.8.0?
>
> For now, you can grab a recent 3.7.x and play around. When we're 
> closer to a release, we'll be writing up a comprehensive list of cool 
> new stuff.
I really like the bookmark window and additional personal preferences.

Jeff
___
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

Re: [rt-users] User based timestamps

[Jeff Voskamp]

Martin Lee wrote:
>
> Dear all,
>
> Is there any way to have time stamps based on the individual user, 
> rather than on the localtime that the server is using?  It does get 
> more than a little tiring brain-juggling timezones, especially for 
> those as dim-witted as I.  If not, is there a feature request address?
>
>  
>
> Thank you
>
>  
>
> Martin Lee
>
There's a Timezone entry in User Preferences in the 3.8 beta (alpha?), 
so one is coming.

Jeff Voskamp
___
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

Re: [rt-users] default screen configuration on 3.6.6

[Jeff Voskamp]

Kenneth Crocker wrote:
> Phil,
>
>
> Actually, the 3.6.1 DB upgrade only inserts a couple queries as 
> options; the Unowned query and the My own tickets query. There are no 
> DB Schema changes, per se. Hope this helps.
>
>
> Kenn
> LBNL
Installs two Searches and "HomepageSettings":
   { Name => 'HomepageSettings',
  Description => 'HomepageSettings',
  Content =>
  { 'body' =>
[ { type => 'system', name => 'My Tickets' },
  { type => 'system', name => 'Unowned Tickets' },
  { type => 'component',  name => 'QuickCreate'},
],
'summary' =>
[
  { type => 'component', name => 'MyReminders' },
  { type => 'component', name => 'Quicksearch' },
  { type => 'component', name => 'RefreshHomepage' },
]
},

Without that you don't have a default screen layout for the main page.
The important command to run is:

  rt-setup-database --dba root --dba-password IamRoot --action insert 
--datadir etc/upgrade/$VERSION

Jeff
___
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

Re: [rt-users] default screen configuration on 3.6.6

[Jeff Voskamp]

Phil wrote:
> When I open up RT 3.6.6 for the first time the initial screen is 
> blank... Is this normal? I mean there are no tickets listed,I have to 
> search for all the tickets first?
>
> Can I configure it to show the latest received tickets?
>
> Is there a way to configure it so that it lists the latest un assigned 
> tickets...? Similar to the older versions of RT?
>
> Phil
Did you remember to do all the database updates as well for 3.6.6? The 
updates for 3.5.1 adds default Homepage settings for everyone.

Jeff Voskamp

___
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

Re: [rt-users] RT 3.6.4 poor query performance

[Jeff Voskamp]

Jesse Vincent wrote:
>
> On Wed, Mar 19, 2008 at 07:42:30PM +0300, Ruslan Zakirov wrote:
>   
>> Jesse, I know that they both have index on CachedGroupMembers table
>> that starts from 'MemberId' column. And it does mess up optimizer and
>> doesn't matter if it's one column or multiple like in (MemberId,
>> GroupId, Disabled) index (Jeff created such thing). We really need
>> such index in the core on CGM table, otherwise people have problems
>> with searches by watchers (like in "Requestor is XXX" search or "More
>> about XXX" box). It's very sad that mysql can not deal with that. Fix
>> I've implemented in 3.6.6 helps people on setups with few ACL records
>> and few queues, but not in these two cases.
>> 
>
> Got it
It's a rename of one of the suggested indices in
http://search.cpan.org/~ruz/RTx-Shredder-0.07/lib/RTx/Shredder.pm
(see the Notes section).

CREATE INDEX SHREDDER_CGM1 ON CachedGroupMembers(MemberId, GroupId, Disabled);



Jeff
___
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

Re: [rt-users] RT 3.6.4 poor query performance

[Jeff Voskamp]

Ruslan Zakirov wrote:
> Jeff, always Cc the list.
>
> Version of your mysql server?
>
> As far as I can see you suffer from mysql bug, output from your server
> is equal in both cases what is really wrong and mysql must use new
> index in those test queries I sent to the list.
>
> There are several options:
> 1) Delete any indexes on CachedGroupMembers table which starts from
> MemberId column, but that will slowdown other queries and may be
> terribly, depends on proprotions of your DB.
> 2) Upgrade to mysql 5.0.45 or greater and create index I suggested in
> this thread earlier.
> 3) I have another idea how we can improve that in the code, but that
> needs more investigation with a lot of users' feedback and a lot of
> mine and users' time.
>
> As long as MySQL 4.x has ended its life time and 5.0.x is stable
> version then I think it's fair enough to recommend recent versions
> instead of continuose refactoring of the code to make all those broken
> mysqls happy.
>   
I'll try to remember to "reply all" from here on in.

We're on Mysql-5.0.22 as packaged by RedHat for Enterprise Linux 5.1.

Dropping indexes for now.  Can re-instate later. Then I can also drop my 
coding hacks.

Will look into getting a shiny new MySQL.

jeff Voskamp
___
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

Re: [rt-users] Centos 5.1 update blew up RT

[Jeff Voskamp]

[EMAIL PROTECTED] wrote:
> Jesse, would you mind sharing how you came up with your theory?
>
>
> James Moseley
>
>
> Success!
>
> Thanks Jesse, that did the trick.
>
> Thanks to everyone else who sent suggestions as well.  Once again, I'm
> indebted to the RT list.
>
> Craig Patterson
>
> -Original Message-
> From: Jesse Vincent [mailto:[EMAIL PROTECTED]
> Sent: Monday, February 11, 2008 9:13 AM
> To: Patterson, Craig
> Cc: RT Users
> Subject: Re: [rt-users] Centos 5.1 update blew up RT
>
> I'm going to take a wild guess and say that this might fix it:
>
> (As root)
>
> # perl -MCPAN -e'force install "Scalar::Util"'
>   
RedHat (and therefore CentOS) tends to build perl with weakened 
references off.  This "breaks" Scalar::Util from RT's requirements/point 
of view.

Jeff Voskamp
___
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

Re: [rt-users] Anyone using RT with SQLite?

[Jeff Voskamp]

Jesse Vincent wrote:
>
> On Sun, Feb 10, 2008 at 06:34:31PM -0500, Joe Casadonte wrote:
>   
>> I'd like to set up a small system at home, 2 user total, almost never 
>> more than one in at a time, very low ticket volume, as can be imagined. 
>>   My main concern is memory; my home server doesn't have a lot of it.
>> 
>
>
> We mostly only use SQLite for testing. Keep frequent backps and tell us
> if something looks funny ;)
>   
My RT at home was originally running on a dual PIII-500 system with 768M 
of RAM.
Did RT, general web services, email, a small news feed and all the other 
non-workstation jobs.
Ran fast enough for what I needed.

Jeff
___
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

Re: [rt-users] Reminders?

[Jeff Voskamp]

Gary Oberbrunner wrote:

Hi folks, I'm wondering how Reminders are intended to be used.  I set a
couple, one soon and one far in the future.  I didn't get any email or
notifications for the soon one when it expired; am I supposed to?

And for the future ones, I'd expect RT to only show my "upcoming" reminders,
not the long future ones.  Is that possible?

Also they don't "expire" when they are in the past; is that intentional?  I
guess I just don't know the "best practical" way to use them :-) so any advice
is appreciated.

thanks,

  

How does the following attachement work for you?
Tuck it in /local/.../html/Elements/, copy the line for 
HomePageComponents from RT_Config.pm to RT_Site_Config.pm and add 
TwoWeekReminders to the definition.

Restart Apache and Customize "RT at a Glance".

Jeff Voskamp
<&|/Widgets/TitleBox,
title => loc("Reminders due in 2 weeks") &>

% my $i =0;
% while (my $reminder = $reminders->Next) {
% $i++;
% if ($reminder->RefersTo->First) {
% my $ticket= $reminder->RefersTo->First->TargetObj;
<%$reminder->Subject%>

#<%$ticket->id%>: <%$ticket->Subject%>
<%$reminder->OwnerObj->Name %>  <%$reminder->DueObj->Unix >0 ? '• 
'.$reminder->DueObj->AgeAsString : '' |n %>



% }}



<%init>
my $reminders = RT::Tickets->new($session{'CurrentUser'});
$reminders->FromSQL('(Owner = "Nobody" OR Owner = 
"'.$session{'CurrentUser'}->Name.'")' .
' AND Type = "reminder" AND (Status = "new" OR Status = "open") AND Due > 
"1970-01-01" and Due < "2 weeks"'); 
$reminders->OrderBy(FIELD => 'Due', ORDER => 'ASC');

___
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

Re: [rt-users] Users seem to be created automagically

[Jeff Voskamp]

[EMAIL PROTECTED] wrote:

Stefan, in a nutshell, this is the default behavior of RT.  Users get
created when added as CC to a ticket, or when some 'outside' user creates a
ticket via email.

But those users are disabled by default - they don't have permissions.  The
reason you don't see those users in the drop-down list is because you need
to select 'include disabled users in search' at the bottom of the screen.

I don't think you can delete those users other than removing them manually
from the DB - but I don't think that would be a good idea.  There is no
reason to delete them in the first place.


James Moseley


Hi,

I have some users in our RT 3.6.3 which seem to be created
automagically by having someone placing their email-address into some
fields (I think some users have CC'ed them like in their email-system)
However, they do not appear in most drop-down lists, where I can choose
users, only in some.

But how can I get rid of them, they do not show up in the users list,
and how can I change this behaviour? Is it enough to clean them out of
the Users-table in the database? And is there a configuration parameter
to stop them from appearing?

Regards, Stefan
  

There are basically 3 states for users:
- Disabled
- Casual/SelfServe
- Can own tickets.

Autocreated users are "Casual" and have no rights.

Configuration/Users lists people who can own tickets.
The search function will find Casual users as well (unless you click on 
"include disabled users...".


Odds are that what you want to do is search for the email address, 
update the user and make sure to click on the "Let this user be granted 
rights" button under the "Access Control" section. Then you can add them 
to groups and allow them access to queues now that they are "Real people".


No mucking with the database is necessary.

Jeff Voskamp
___
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

Re: [rt-users] Adding an image, tables cut off

[Jeff Voskamp]

Brandi L wrote:

Hi everyone!
 
I have two issues here that I'm trying to solve.

...
 My other problem is the fact that in Internet Explorer (but not in 
Firefox) the right side of my tables is getting cut off when using the 
3.4-compat stylesheets (see screen print link below). Has anyone else 
seen this problem?
Screen print of cut off tables 
<http://foxweb.marist.edu/users/kbr4b/screenPrint.png>
 
 
Does anyone have any suggestions? Help is, as always, greatly appreciated.
 
Thanks!
 
Regards,

Brandi L
Using IE7?  I suspect that it's CSS intended for IE5.X that's messing 
things up.  I have to straighten this up before we can go to 3.6 here.  
happens with the 3.5-default skin as well, but you also get messed-up 
"hide" buttons on each section.



Jeff Voskamp
___
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

Re: [rt-users] RT 4

[Jeff Voskamp]

>If, for the sake of argument, Best Practical were to rewrite RT, what
>would you want to see in the new product?

Since time is money it would be nice if the Time(Estimated,Left,Worked) 
functionality could be factored out so the

equivalent money items could be tracked.

Jeff Voskamp
___
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

Re: [rt-users] Depended on by vs. Parent

[Jeff Voskamp]

Stephen Turner wrote:

At Tuesday 4/3/2007 03:08 PM, Jason Long wrote:

Flynn, Timothy J wrote:
> What is the difference between "depended on by" vs. parent?
>
> Thanks,
>
> -Tim

I'm sure this is open to interpretation...

To me, "depends" / "depended on by" indicate separate tasks that must 
be performed in sequence. I.e. I have to finish the one task before 
the other task can _start_.


And "parent" / "child" indicate composition of tasks. I.e. the child 
task is "part" of the parent.  I say I have to finish the one task 
before the other task can _finish_.



My 2cents.
Jason



I believe RT enforces the "depends on" relationship - you can't 
resolve a ticket until its dependent ticks are resolved. I don't think 
there's any such enforcement for parent/child relationships. At least 
I think that's the right way round.


Steve
Children can outlive their parents, but you can't finish something 
before you finish the things it depends on.


Jeff
___
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

Re: [rt-users] Phantom Reminder

[Jeff Voskamp]

John Arends wrote:
I poked around in the database a bit, especially in the Tickets table, 
but couldn't find anything related to reminders. Do you know where I 
should be looking?


Michael Finn wrote:

When I've come across an "undeletable" reminder, it has always been the
case that the associated ticket was moved to a different queue *after*
the reminder was created.  Thus the reminder (which is stored in the
same "Tickets" table in the DB) now has a different queue number than
its associated ticket.  Changing the queue on the reminder (using SQL)
so that it matches the queue on the ticket should clear up your problem,
if this is what has happened to you as well.

Cheers,
Mike

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of John
Arends
Sent: Tuesday, March 20, 2007 11:16 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Phantom Reminder

I have a reminder that is owned by 'Nobody' that shows up on the 
front page when I am logged into the system as root. Clicking on the 
reminder link takes me into the ticket under which the reminder was 
created.


However, when I am in that ticket, no reminders are shown. The ticket 
has been resolved, but I tried setting the status back to open just for

fun.

When logged in as my normal user, I can't see the reminder, but when 
I log in with 2 different accounts that are superusers, I can see the 
reminder on RT at a glance.


How do I make this thing go away?
I suspect the problem is the Queue bit of the SQL query in 
lib/RT/Reminders.pm in Collection (line 88 in 3.6.HEAD).
I'm running without it here and things are better.  Still problems 
closing a reminder if you don't have proper perms on

the original queue.

Jeff Voskamp
___
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

Re: [rt-users] date in search result not correct

[Jeff Voskamp]

Menno Alkemade wrote:

Hi,

I'm using RT 3.4.5 and i'm having some strange results when i search.

- If i search for "created >= 03/10/2006" i get the tickets created on 
02/10/2006
- If i search for "created >= 03/10/2006 00:01" i get the tickets created on
02/10/2006
- If i search for "created >= 03/10/2006 24:00" i get the tickets created on
03/10/2006

Why does "created >= 03/10/2006" give me the results for the day before ?

Thanks in advance


--
Sapienza Consulting LTD
  

The search doesn't take the timezone into account.

Jeff Voskamp
___
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

Re: [rt-users] PNG JPG LOGO

[Jeff Voskamp]

David Smithson wrote:

Yes.  Other (smaller) PNG images work.  Not sure what the upper limit is, but I 
reduce the size of the image down to 3k, it works.
  
The autohandler copies the selected file over after setting the 
content_type.

The codes does
   local $/ = \16384;
   $m->out($_) while (<$fh>);

shouldn't that be
   local $/ = undef;
   $m->out($_) while (<$fh>);

?

Jeff Voskamp
___
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