[rt-users] Approvals Queue
We are running 3.6.0pre1 I have enabled the Approvals queue as per the wiki instructions and it is working fine. However I was wondering if it should be appearing on the web home page in both the Quick search list and the "New Ticket in.." pull down list, as there are no visible tickets in the queue? Or is it just an ACL issue? thanks Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Owner notification
rt-3.6.0pre1 Something that would be nice: If you create a new ticket and assign the owner at the same time, the default scrips do not notify the owner that the ticket exists. Of coarse you can easily add a scrip to do this, but I think this would be a useful notification out of the box. Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Scrip status
rt-3.6.0pre1 It would be nice if there was an easy way to see if scrips were enabled or disabled without opening them individually. Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Transaction Type/Field
Can somebody point me in the right direction as to where I can find a list of Transaction Types and Transaction Fields (if one exists). I can't seem to locate it in RT Essentials, RT Wiki or mailing list. thanks Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] Re: Request Tracker
Make sure an owner is assigned to the approval ticket and that they have the correct ACLs. For some reason even though I give privileged users the required access I still had to assign appropriate ACL's on a per queue basis (ie to the Approval queue). Hope this helps. Taan [EMAIL PROTECTED] wrote: Sorry, Craig. Im still stucked here. Philip Kine gave some points on approval but it doesn't work for me (Subject: How to debug RT better). You also try it and hopefully you give me feedback. TY Hi, I saw your post on the Request Tracker mailing list regarding the Approvals no longer showing up. I'm having the same problem after upgrading. Did you ever get an answer? ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] editing the predefined search
Can someone please confirm that the only ACL that allows users to "edit the predefined search" via the "RT at glance" page is "SuperUser" thanks Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Possible "My Tickets" bug
rt-3.6.0pre1 SearchBuilder-1.43 The default saved search for "My Tickets" is defined as: Owner = '__CurrentUser__' OR AdminCc.Name LIKE '__CurrentUser__' however '__CurrentUser__' is converted to the UserID number which is resolved for Owner but not for AdminCC.Name (even if "LIKE" is changed to "="). Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Re: Request Tracker
The AdminCC can't see what is in the Approvals queue by clicking on the Approvals tab, onlt the Approval Ticket Owner can. However the AdminCC should be able to view the Ticket requiring Approval and from there, under links depends on, open the Approval Ticket and change the Owner. Of coarse, as mentioned in another thread, you could hardwire the template for Approval creation to set a distinct owner. Taan Jay Vlavianos wrote: So that helped my user see something in the "Approval" section, but my AdminCC user still can't see anything IN the queue. This is maddening! If he can't see it, he cant "own" it, since its assigned a Nobody owner at creation. -jay -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of taan Sent: Monday, May 08, 2006 6:56 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Re: Request Tracker Make sure an owner is assigned to the approval ticket and that they have the correct ACLs. For some reason even though I give privileged users the required access I still had to assign appropriate ACL's on a per queue basis (ie to the Approval queue). Hope this helps. Taan [EMAIL PROTECTED] wrote: Sorry, Craig. Im still stucked here. Philip Kine gave some points on approval but it doesn't work for me (Subject: How to debug RT better). You also try it and hopefully you give me feedback. TY Hi, I saw your post on the Request Tracker mailing list regarding the Approvals no longer showing up. I'm having the same problem after upgrading. Did you ever get an answer? ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
re: [rt-users] Possible "My Tickets" bug
Not a bug. The "My Tickets" search was not the default that shipped with RT. And to fix the search on AdminCC I needed to include: AdminCC.ID = '__CurrentUser__' in the search. >The default saved search for "My Tickets" is defined as: > >Owner = '__CurrentUser__' OR AdminCc.Name LIKE '__CurrentUser__' > >however '__CurrentUser__' is converted to the UserID number which is >resolved for Owner but not for AdminCC.Name (even if "LIKE" is changed >to "="). ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Custom field template
Is there a way of having a custom field text box which already contains text when you enter the "Create a New Ticket" form. Basically I want a text box with headings already included that prompt for different information types. There are too many fields to create custom fields for them all, and they don't really need the structure or searchability of custom fields anyway. A free form text template would do the trick. thanks Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Owner assignment
Is it possible, using the current ACLs in 3.6.0, for a user to be able to assign the owner of a ticket but not modify the ticket in any other way? I would like a user to assign the owner of a ticket but not be able to resolve it. thanks for any help Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] OwnTicket ACL
A stupid question: Why can the role of "Owner" be denied the right "Own Ticket"? ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] customising the display of roles
In RT-3.6.0 we use the built-in roles for different purposes depending on queue. For instance in one queue we use the AdminCC role for people that MUST add information to a ticket, where in another queue we use AdminCC as the person responsible for managing the ticket as it is assigned different Owners. The main problem is that even with adequate training and step-by-step guides the roles can be confused, especially during ticket creation. I would like to be able to customise the display of roles on the ticket creation page depending on queue (eg instead of AdminCC, display Manager). I could do something equivalent using custom fields and scrips, or using a web form for ticket entry, but was wondering if it would be more or less complicated to modify the ticket creation page, my preferred solution. Has anybody had a similar requirement and if so how have you handled it? regards Taan Lindemans ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] customising the display of roles
In AssetTracker the roles code was rewritten to support the creation of new roles. This could be done for RT. I would only do it if the code would be seriously considered for RT core. -Todd I would certainly find it a useful feature (along with finer grade ACLs, while we're talking feature requests). Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
Re: [rt-users] customising the display of roles
Todd Chapman wrote: On Mon, Jul 17, 2006 at 11:39:15AM +1000, taan wrote: In AssetTracker the roles code was rewritten to support the creation of new roles. This could be done for RT. I would only do it if the code would be seriously considered for RT core. -Todd I would certainly find it a useful feature (along with finer grade ACLs, while we're talking feature requests). Finer grain ACLs? Right to assign owner but not status, rights to modify custom fields by role and per queue. ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] problem with "add comment to dependant tickets" scrip
RT-3.6.0
I have a very basic scrip (see below, copied from the Wiki) which adds a
comment from one ticket to the tickets it is depended on by.
The queue with the dependant tickets uses out of the box scrips and
notifies owners when a comment is added.
If I trigger the below scrip "On Resolve" the owner of the dependant
ticket is sent one email with "Reviewer's notes: some text here" in the
body.
Note, I am not resolving the dependant ticket, just adding a comment to it.
However if I trigger the scrip "On Comment" the owner of the dependant
ticket is sent two emails. One with "Reviewer's notes: some text here"
in the body, and the other with "Reviewer's notes:" in the body, missing
the comment.
The strange thing is the dependant ticket history only contains a log
for one email being sent, the one containing the comment.
I apologise in advance for my lack of perl-sense.
Taan
SCRIP:
my $note;
my $t = $self->TicketObj->Transactions;
while (my $o = $t->Next) {
$note = $o->Content() if
$o->Type eq 'Comment';
}
foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) {
$obj->Comment(
Content => $self->loc( "Reviewer's notes: [_1]", $note
),
);
}
return 1;
___
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
We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
[rt-users] Re: problem with "add comment to dependant tickets" scrip
I have a Depended-On ticket which has the following scrip applied to its
queue.
My scrip condition is "On Comment"
My template is "Global Template:blank"
My scrip action is "user defined" with Custom action preparation code:
my $note;
my $t = $self->TicketObj->Transactions;
while (my $o = $t->Next) {
$note = $o->Content() if
$o->Type eq 'Comment';
}
foreach my $obj ($self->TicketObj->AllDependedOnBy( Type => 'ticket' )) {
$obj->Comment(
Content => $self->loc( "Reviewer's notes: [_1]", $note
),
);
}
return 1;
I am not sure if this is a bug or just an anomaly, but as soon as I
click on the Comment link in the Depeneded-On ticket an email is sent by
the Dependent ticket, before "Update Ticket" has even been clicked. ie
no Comment has yet been added to the Depended-On ticket let alone the
Dependant ticket.
There is no history of a comment being added to the Dependant ticket, or
of an email being sent.
There are no scrips apart from the one above in the queue for the
Depended-On ticket. And I have disabled all scrips except for On Comment
in the Dependant ticket queue.
Is this weird or am I just missing something blatantly obvious?
Taan
___
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
We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
[rt-users] RT-SVN Integration
Does anyone know if RT-Integration-SVN still works with 3.6? Assuming it does, I have been unable to update a Ticket on SVN commit (after following the instructions in the README), and there is no info in the logs (rt, apache, syslog) as to what is happing. Am I looking in the right places? Any tips on debugging or logging what happens when the hook script is triggered? thanks Taan ___ 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-SVN Integration
Does anyone know if RT-Integration-SVN still works with 3.6? yes it does. file permissions on the SVN repository were not set correctly. Tickets now updating successfully. ___ 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] Heading for Comments
Is there any way via a Scrip to add some text at the start of a comment? Basically, I would like to run a Scrip "On Comment" which automatically adds a heading to the comment. thanks for any help Taan ___ 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] Multiple Value custom fields in templates
I have a "Create-Ticket" template, and in the template I would like to
assign values to a custom field of type "Multiple Values". The problem
is only the first value is assigned. Is there any way to do this.
Here is where I assign values in the template:
CustomField-Serial Numbers: { my $values =
$Tickets{'TOP'}->CustomFieldValues('Serial Numbers');
my $OUTPUT;
while ( my $value = $values->Next ) {
$OUTPUT .= $value->Content;
$OUTPUT .= "\n";
}
$OUTPUT;
}
thanks
Taan
___
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] Re: Multiple Value custom fields in templates
I found that I can have multiple lines in the template to add multiple
values to a custom field. eg:
CustomField-Serial Numbers: 1234
CustomField-Serial Numbers: 5678
however, how do I iterate through an unknown number of CustomField
values, ie how do I include the CustomField template variable inside the
perl code?
I have a "Create-Ticket" template, and in the template I would like to
assign values to a custom field of type "Multiple Values". The problem
is only the first value is assigned. Is there any way to do this.
Here is where I assign values in the template:
CustomField-Serial Numbers: { my $values =
$Tickets{'TOP'}->CustomFieldValues('Serial Numbers');
my $OUTPUT;
while ( my $value = $values->Next ) {
$OUTPUT .= $value->Content;
$OUTPUT .= "\n";
}
$OUTPUT;
}
thanks
Taan
___
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] Re: Multiple Value custom fields in templates
Solved with following code:
CustomField-Serial Numbers: {
my $values = $Tickets{'TOP'}->CustomFieldValues('Serial Numbers');
my @SNUM;
while ( my $value = $values->Next ) {
push (@SNUM, $value->Content);
}
join ("\nCustomField-Serial Numbers: ",@SNUM);
}
taan wrote:
I found that I can have multiple lines in the template to add multiple
values to a custom field. eg:
CustomField-Serial Numbers: 1234
CustomField-Serial Numbers: 5678
however, how do I iterate through an unknown number of CustomField
values, ie how do I include the CustomField template variable inside the
perl code?
I have a "Create-Ticket" template, and in the template I would like to
assign values to a custom field of type "Multiple Values". The problem
is only the first value is assigned. Is there any way to do this.
Here is where I assign values in the template:
CustomField-Serial Numbers: { my $values =
$Tickets{'TOP'}->CustomFieldValues('Serial Numbers');
my $OUTPUT;
while ( my $value = $values->Next ) {
$OUTPUT .= $value->Content;
$OUTPUT .= "\n";
}
$OUTPUT;
}
thanks
Taan
___
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] TicketSQL question
Is it possible to search for all tickets Resolved less than 2 weeks after Creation using ticketSQL? thanks Taan ___ 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-mailgate requestor/creator problem
I am trying to use a Thunderbird extension to redirect mail into RT via rt-mailgate. The extension adds a "Redirected-From:" field to the header of the message. I would like the creator of the ticket to be determined from the "Redirected-From:" while the requestor is detrmined from the standard "From:" field. I can work out how to parse the header and extract the "Redirected-From:" user, but how do I set different ticket creator and requestor using rt-mailgate. thanks Taan ___ 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] Whats the best way to involve external persons without loosing control over the ticket
For product support we set the ticket owner as the person who actually responds to the request (ie communicates with the customer), and include people who are required to add information to a ticket in order to resolve it as AdminCCs. Taan [EMAIL PROTECTED] wrote: Hi everybody, I'd like to ask for a "best practice": My help helpdesk shall alway have control over the ticket eg be the owner; on the other hand, they may need to involve additional persons (sub contracters, ...) What's the best way to bring them in the game ? Any suggestion welcome Wolfgang ___ 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:Re: [rt-users] Whats the best way to involve external persons without loosing control over the ticket
Hi Wolfgang, If you need to manually filter all input from contractors before sending it to requestors then having the contractors send you emails which you cut-and-paste or forward to the appropriate ticket is about as simple as you can make it. You could also pass all contractor mail through rt-mailgate, making sure it was sent as a "Comment". This would then never be sent to the Requestors (with a default RT setup). You could then decide which comments should be sent to the Requestors and manually create an email for them. I guess it depends on the percentage of contractor emails you deem acceptable to send directly to Requestors. regards Taan >>[EMAIL PROTECTED] wrote: >>> >>> Hi everybody, >>> >>> I'd like to ask for a "best practice": >>> >>> My help helpdesk shall alway have control over the ticket eg be the > owner; >>> on the other hand, they may need to involve additional persons (sub >>> contracters, ...) >>> What's the best way to bring them in the game ? >>> >>> Any suggestion welcome >>> Wolfgang ___ 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] re:A reminder creates a ticket and sends email to queue watchers???
I've experienced this behaviour as well. Is this what a reminder is supposed to do, and if so, does anyone know the reasoning behind it? Taan ___ 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] re:A reminder creates a ticket and sends email to queue watchers???
More strange behaviour: The Ticket that is automatically created contains a "refers to" link to the ticket that created it, however that ticket doesn't contain a "referred to by" link. Also, I can't find the automatically created ticket by doing a search on its ID (status new), but if I type http://rt.cryologic.com/rt/Ticket/Display.html?id=274 the ticket is displayed. Seems a bit weird. Taan ___ 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] How to make a list of Template Variables ???
perldoc lib/RT/Ticket.pm perldoc lib/RT/Ticket_Overlay.pm perldoc lib/RT/Transaction.pm perldoc lib/RT/Transaction_Overlay.pm etc Scott Golby wrote: Hi Everyone, Is there a way to generate a list of all of the mappings which can be used within the Templates & Scrips ? ie) $Ticket->RequestorAddresses or $Transaction->Description Looks like there is a lot of useful info that can be extracted and put into an email or as I'm working towards tested so what people get in an email is conditional. I suspect I'm looking at this the wrong way, I've had quite a look over the Wiki, at the Scrips section, the Customization & Internals & read the perldoc lib/RT/Template.pm but don't see an easy way to make a list. Anyone know a way ? or Does anyone have a List ? Also what is the correct term for these Template Variables ? Object Mappings ? Thanks, Scott ___ 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] Tracking requestors by type?
If you allow Tickets to be created in a queue by "Everyone", an unprivileged user account is created when RT receives an email from a new user, hence you should be able to use custom fields. Taan Bill wrote: Hi, I have a feeling I know the answer to this already, but thought I would ask around a bit. We have a bunch of people who e-mail into RT for support. We'd like to be able to query and report on three different kinds of users - basically students, staff and teachers. We can accept doing the latter two and assuming everyone else is a student. Is it possible to edit the users who just e-mail in so that we can tag them as something the first time they e-mail in? I was thinking custom field, but I cannot figure out how to do that with all the users without a formal account in RT. Otherwise, we will be creating accounts for the teachers and staff and tagging them. Any help or pointers would be appreciated... ___ 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] Tracking requestors by type?
You need to go to "Configuration-Global-Custom Fields-Users to enable a custom field for Users Taan Bill wrote: Okay, I am doing something wrong then... I cannot get the user custom fields to display. I thought it was just with the unpriv users, but it does not display for the others either. I've restarted apache Insured rights to view, set, etc on the field... Nobody can see the field Nothing helps. It's something stupid I am missing right? RT 3.6.1 ___ 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] No mail to CC's using "On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence" scrip
"Correspond" refers to Replies only - not Comments. Taan Jeremy Randall wrote: Hi folks, I have a queue that is not sending mail to the CC addresses, but everything else is working as expected. The queue has the following scrips: On Resolve Notify AdminCcs with template On Create Notify AdminCcs with template Transaction On Comment Notify AdminCcs with template Admin Comment On Owner Change Notify Owner with template New Owner On Correspond Open Tickets with template Blank On Queue Change Notify AdminCcs with template New Queue On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence I believe the last scrip, “On Correspond Notify Requestors, Ccs and AdminCcs with template Correspondence,” should send to the CC addresses. When I tail the mail logs messages are not going to the CC addresses, but the others are clearly getting through. This is RT 3.4.5. Any guidance is appreciated. Thanks, JR ___ 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] Displaying User Fields in Searches
Is the only way to display User Fields (eg "Country") in search results to create a ColumnMap callback? thanks Taan ___ 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] Admin Cc
I was wondering if it is possible to display the queue Admin CC in the Create a new ticket Web interface. Currently there is a field for adding a new Admin CC but it does not display the Admin CC already assigned to the queue. I can understand why you wouldn't want to display this when unpriveleged users enter tickets, but it could be shown to users with correct ACL's. Taan ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] re: Notify Requestor on Requestor change
Hi,
This may help slightly:
I have a custom condition that triggers whenever a Watcher is added as
an AdminCc. You would have to change this to Requestor. Currently my
scrip sends to all AdminCcs on triggering. You would need a Custom
Action as well to send a message to the new Requestor only.
Custom Condition:
my $transactionType = $self->TransactionObj->Type;
my $watcherType = $self->TransactionObj->Field;
if (($transactionType eq 'AddWatcher') and ($watcherType eq 'AdminCc')) {
return 1;
}
return 0;
Taan
___
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] Notify Requestor on Requestor change
> You would need a Custom Action as well to send a message to the new
Requestor only.
I was wrong, you need the Custom Condition mentioned earlier, with
action: "Notify Other Recipients" and a Custom Template with something
similar to that below. This works with RT-3.6.0.
Note: This only works for AdminCc's added after the ticket was created.
Custom Template "Notify new AdminCC":
To: {
my $userID = $Transaction->NewValue;
my $user = RT::User->new($RT::SystemUser);
$user->Load($userID);
$user->EmailAddress;
}
Subject: AdminCc Added for: {$Ticket->Subject}
The body of your email here.
___
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] Notify Requestor on Requestor change
Helmuth Ramirez wrote: Thanks Taan, Now for my ignorant question...the code below is to Notify AdminCC's when they get added to a ticket...what would I need to change to make it work to notify Requestors? Sorry if its a dumb question. Thanks Helmuth change the Custom Condition from $watcherType eq 'AdminCc' to $watcherType eq 'Requestor' I haven't tested this but I think it should work. Taan ___ 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] Error in outgoing email record
A small issue: A html format email with an attachment is sent to rt (3.6.0). The message and attachment appear in the ticket. The correct email with attachment is sent to the requestor. However the log of this email in the ticket contains "This transaction appears to have no content". Currently I am doing some extra mail filtering to catch outgoing emails so I can verify they are correct, but it would be nice to rely on the rt log. It would also be nice if nobody ever sent html emails, but I live in the real world. I think somebody else noticed a similar thing before. Taan ___ 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] Some thoughts on the Quick Search list
Does anybody else think it would be useful if the Quick Search list could be modified to include saved searches on a per user basis? This way you could display summaries of categorized (by custom field) tickets without displaying a list of tickets. This would make for a more versatile rt dashboard. Of coarse you could set up a separate queue for each category but this is overkill in some situations such as having one queue for software issues with categories for bugs, feature requests etc. I don't know how difficult this is to implement however. Taan ___ 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 3.6.3: Cannot chnage owner to another user.
Nick Metrowsky wrote: Hi Michael, Thank you for your useful patch. I hope this change makes it into future releases of RT, as it would be logical for Super User to have the ability to change ticket owners, especially if someone has left an organization and the tickets have to be moved to someone else. It would be even nicer to have a "Give" function. Users with appropriate rights can already steal a ticket, assign nobody as the Owner, and then reassign ownership to a different user. Combining these into a single operation may be possible? Taan ___ 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] Some thoughts on the Quick Search list
Jesse Vincent wrote:
On Wed, Jan 31, 2007 at 10:04:39AM +1100, Taan Lindemans wrote:
Does anybody else think it would be useful if the Quick Search list
could be modified to include saved searches on a per user basis?
I think that this might want to be another portlet, but I'd love to see
it happen.
Attached is a basic solution to display summaries of Saved Searches in
the Quick Search list. Any Saved Searches added to your "RT at a glance
- Summary" preferences will be added to the bottom of the list. A new
title bar separates them from the queue summaries.
This was achieved by placing a butchered version of "QueueSummary" in
local/html/Elements
A modified MyRT is also included to turn off the actual Saved Search
Ticket list in the Summary section of the homepage.
This was modified on RT-3.6.0 but seems to work on 3.6.3, however none
of the changes to MyRT or ShowSearch (from where a lot of code was cut)
in 3.6.3 have been implemented.
It needs a lot of tidying up, and a new portlet would probably still be
more desirable.
Taan
%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC
%# <[EMAIL PROTECTED]>
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU
%# General Public License for more details.
%#
%# You should have received a copy of the GNU General Public License
%# along with this program; if not, write to the Free Software
%# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA.
%#
%#
%# CONTRIBUTION SUBMISSION POLICY:
%#
%# (The following paragraph is not intended to limit the rights granted
%# to you to modify and distribute this software under the terms of
%# the GNU General Public License and is only of importance to you if
%# you choose to contribute your changes and enhancements to the
%# community by submitting them to Best Practical Solutions, LLC.)
%#
%# By intentionally submitting any modifications, corrections or
%# derivatives to this work, or any other work intended for use with
%# Request Tracker, to Best Practical Solutions, LLC, you confirm that
%# you are the copyright holder for those contributions and you grant
%# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable,
%# royalty-free, perpetual, license to use, copy, create derivative
%# works based on those contributions, and sublicense and distribute
%# those contributions and any derivatives thereof.
%#
%# END BPS TAGGED BLOCK }}}
% for my $portlet (@{$portlets->{body}}) {
<% _show("body",$portlet) %>
% }
%#GAH!
% for my $portlet (@{$portlets->{summary}}) {
<% _show("summary",$portlet) %>
% }
<%INIT>
my %allowed_components = map {$_ => 1} @{$RT::HomepageComponents};
unless (exists $session{'my_rt_portlets'}) {
my ($d_portlets) =
RT::System->new($session{'CurrentUser'})->Attributes->Named('HomepageSettings');
my $user = $session{'CurrentUser'}->UserObj;
$session{'my_rt_portlets'} = $user->Preferences('HomepageSettings',
$d_portlets->Content);
}
my $portlets = $session{'my_rt_portlets'};
sub _show {
my $disptype = shift;
my $entry = shift;
my $type = $entry->{type};
if ($type eq 'component') {
my $name = $entry->{name};
# security check etc.
$m->comp ($name);
}
elsif ($type eq 'system') {
$m->comp ('/Elements/ShowSearch', Name => $entry->{name});
}
elsif ($type eq 'saved') {
if ($disptype eq 'body') {
$m->comp ('/Elements/ShowSearch', SavedSearch => $entry->{name});
}
}
else {
$RT::Logger->error ("unknown portlet type $type");
}
}
%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC
%# <[EMAIL PROTECTED]>
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will
[rt-users] Inconsistent dates
Hi, I'm running RT-3.6.3 and am having minor problems with dates. In the Ticket display, Dates section I see: "Last Contact Wed Mar 21 14:56:50 2007" but in the history at the bottom of the Ticket I see: Told/Told changed from '2007-03-21 03:45:35' to '2007-03-21 03:56:50' There is an hour difference in time, the "Last Contact" time being correct. The dates in my log file are also 1 hour out. My local machine time is set to Australia/Melbourne. I have entered this into my RT_SiteConfig.pm timezone, and have also tried localtime and EST, but none seem to make a difference. I am noticing another problem which I'm hoping is related: when I add a Reminder, I choose a date with the date picker, but when I view the Reminders the date is one day earlier than I selected. I'm assuming there is some sort of daylight saving issue, however I'm not sure where the problem lies. thanks for any help Taan ___ 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] Inconsistent dates
After looking through all related threads I think RT adds entries to the Log file and the Ticket history in GMT. I think there is one small problem with GMT and reminders. When you first create a reminder with the date picker it does so in local time eg 2007-3-31 and the actual reminder Ticket is given a due date of "Sat Mar 31 00:00:00 2007") However when you click on the reminders link to view all reminders, the time must be displayed in GMT because the date now shows 2007-3-30. And if I change that date to 2007-3-31 the actual reminder Ticket due date gets changed to "Sat Mar 31 10:00:00 2007". 10 hours being the difference between localtime and GMT. It can cause a small amount of confusion for end users. Taan Taan Lindemans wrote: Hi, I'm running RT-3.6.3 and am having minor problems with dates. In the Ticket display, Dates section I see: "Last Contact Wed Mar 21 14:56:50 2007" but in the history at the bottom of the Ticket I see: Told/Told changed from '2007-03-21 03:45:35' to '2007-03-21 03:56:50' There is an hour difference in time, the "Last Contact" time being correct. The dates in my log file are also 1 hour out. My local machine time is set to Australia/Melbourne. I have entered this into my RT_SiteConfig.pm timezone, and have also tried localtime and EST, but none seem to make a difference. I am noticing another problem which I'm hoping is related: when I add a Reminder, I choose a date with the date picker, but when I view the Reminders the date is one day earlier than I selected. I'm assuming there is some sort of daylight saving issue, however I'm not sure where the problem lies. thanks for any help Taan ___ 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] Scrips and Reminders
Does anybody know of an easy way to turn off scrips being triggered by Reminders? Should be able to trigger them on Ticket Type, but I don't want to customize all scrips on a queue individually. For RT-3.6.3. thanks Taan ___ 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] Scrips and Reminders
Matthew Keller wrote: What scrip trips on reminders? I have an "On Resolve notify AdminCCs" scrip. And I have AdminCCs assigned to a queue which are notified when a Reminder is closed. Taan ___ 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] Reminders in a dedicated queue.
I was wondering if this was the best way to do things: I have one queue where a group of users are notified on all new, modified or resolved tickets. However I don't want them notified on new or resolved reminders (which are placed in the same queue). I modified Reminders.pm and made sure all reminders are created in a new "Reminders" queue which has no scrips enabled. This works but I have the feeling there should be a better way? Any suggestions? Taan ___ 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 applications
We use it for: Customer Support (product issues) IT Helpdesk (internal) Service Requests Projects Software Issue Tracking (internal) Corrective and Preventative Actions (QMS) Document Changes (QMS, basic integration with SVN) Nonconforming Products (QMS) Taan ___ 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
