[rt-users] Ticket history in ticket resolved message
Hello, Im using RT 3.4. I would like to include the initial ticket question in the message that is sent to the requestor when his ticket has been resolved. The problem is that I dont want to use an OnResolved template because that would generate two emails to the requestor (template message + resolve message). So what I want to do is to add $Ticket-Transactions-First-Content() to the message area on the Update.html page. But the message area is included (Elements/MessageBox) so if I add the ticket history text to the MessageBox all message boxes will display the ticket history. There is an argument, UpdateContent, defined in Update.html that is passed on to the MessageBox, does anyone know if/how I can add my ticket history text to that argument? I have searched the wiki and the mailing list but I cant find any similar problems, but maybe Im looking for a bad solution. Any tips or hints in the correct direction would be appreciated. Best regards Marie Gellbäck Developer ___ 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] (no subject)
Now then all, Is it possible to change the best practical graphic to one of my own, or even add one along side this. Also I would like the graphic to be sent out with the ticket correspondence. any ideas would be most grateful. (Using RT-3.4) Cheers -- Matthew Hunt BSc(Hons) 1st Line Technical Support YHFSC Foundation Service Centre t: 01724 - 275013 ___ 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] Logos in web interface and email
Matthew Hunt [EMAIL PROTECTED] 07/11/06 4:06 AM Is it possible to change the best practical graphic to one of my own, or even add one along side this. Also I would like the graphic to be sent out with the ticket correspondence. any ideas would be most grateful. (Using RT-3.4) See the bottom of http://wiki.bestpractical.com/index.cgi?ChangeLogo for changing the logo in the web interface. I know people on the list have used RT to send HTML mail... Tim Smith ___ 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] GD dependency on RT 3.6.0
I'm trying to install RT 3.6.0 on FC5. I have all the dependencies installed except GD. GD ...MISSING GD::Graph ...MISSING GD::Text ...MISSING I've tried: perl -MCPAN -e shell install (and force) GD I get: /usr/bin/ld: cannot find -lfontconfig collect2: ld returned 1 exit status make: *** [blib/arch/auto/GD/GD.so] Error 1 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Failed during this command: LDS/GD-2.34.tar.gz : make NO Can someone lead me through loading this dependency manually? Thanks, Shannon __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Ticket escalation and ticket reminders.
My predicament is this, I have downloaded rt-escalation rt-remind files and have placed them in my RT folder which is /usr/local/share/request-tracker3.4. We have SLA's of 1 to 5 relating to our service level agreements, I wish for these to be escalated as and when the time runs down, I need to know if the dates and times need to be set on the ticket and if this can be done automatically and what type of commands I need in the cron.daily tool. I also wish for each queue to be scanned for tickets that are unowned and haven't been touched and also the tickets which are owned by a user, so a email gets sent out to remind that user they have outstanding tickets within their queue. Any help would be most appreciated. Thanks -- Matthew Hunt BSc(Hons) 1st Line Technical Support YHFSC Foundation Service Centre t: 01724 - 275013 ___ 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] Searching by CurrentUser with QueryBuilder
Thanks! That did the trick. Drew -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Monday, July 10, 2006 11:19 PM To: Drew Taylor Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder On Mon, Jul 10, 2006 at 05:44:59PM -0400, Drew Taylor wrote: Hi all, I have a fresh 3.6.0 installation we're customizing. We'd like to create a saved search that searches for Owner = '$RT::CurrentUser' (as opposed to a static username like Owner = 'drew'), but this particular syntax doesn't work. Is this possible? If not, where would I start to add this feature - we'd REALLY like to have it. :-) Try: Owner = '__CurrentUser__' ___ 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] WebRT: Could not load ticket error
Hello, Short version: I have a problem as described in subject J But serious, to be more descriptive: I have version 3.4.4 of RT.. I installed RT version 3.6.0 on separate server, to change to it with our ticket system later. Ive made installation as described in wiki documentation. After installation I made database backup from RT 3.4.4 and restored it in new version. Following to the upgrade documentation I used the command: rt-setup-database action insert datadir /opt/rt3/etc/upgrade/3.5.1 as 3.5.1 is the only version between our old 3.4.4 and new 3.6.0 and there is no use of schema and acl actions for 3.5.1 (only new content as I see in files and docs) And everything looks OK almost I can log in into the application, I see list of tickets But when I want to pick some ticket, to look into it I have RT screen with RT Error: Could not load ticket xxx I turned on debugging in RT in logs I have: [Tue Jul 11 09:11:14 2006] [debug]: RT::Date used date::parse to make 1970-01-01 -3600 (/opt/rt3/lib/RT/Date.pm:212) [Tue Jul 11 09:11:21 2006] [warning]: Tried to load a bogus ticket id: ' 49142' (/opt/rt3/lib/RT/Ticket_Overlay.pm:265) [Tue Jul 11 09:11:21 2006] [error]: WebRT: Could not load ticket 49142 () (/opt/rt3/share/html/Elements/Error:76) But actually I dont know how to deal with that, what to do. Maybe there is still something to do with database? No other interesting errors or anything in logs. But I log also MySQL, if there could be any useful information. Any suggestions? I will appreciate any ideas how to fix the problem, what to check etc. Best regards Jacek Rudowski Privileged, confidential and/or copyright information may be contained in this communication. This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended addressee, you may not copy, forward, disclose or otherwise use this e-mail or any part of it in any way whatsoever. To do so is prohibited and may be unlawful. If you have received this email in error please notify the sender immediately. Paddy Power PLC may monitor the content of e-mail sent and received for the purpose of ensuring compliance with its policies and procedures. ___ 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
SV: [rt-users] Ticket history in ticket resolved message
Thank you for your reply.
I have seen this solution
in the wiki but it is not what I want to do. I want to include the ticket
history in the message that is sent when you are on the Update.html page and
choose the Resolve link, and finally write some information in the message
area. The update type is set to Reply to requestors.
The solution I have come
up with so far is to modify the Update.html page so that it passes the ticket
history to the message area that displays it (overwrite Elements/MessageArea). It
currently works but it is a rather ugly solution.
Another way to solve the
problem would be to make sure that the Update.html page doesnt send any
emails to the requestors and then use an OnResolveTemplate as Torsten purposed.
Im not sure whats best.
Regards
Marie Gellbäck
Developer
Från: Torsten Brumm
[mailto:[EMAIL PROTECTED]
Skickat: den 11 juli 2006 16:29
Till: 'Marie Gellbäck';
rt-users@lists.bestpractical.com
Ämne: AW: [rt-users] Ticket
history in ticket resolved message
Hi Marie,
there was an acrticle on
the wiki: http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail
but it is removed from
dumb spammers.
Here is a copy:
AddTicketHistoryToMail
Original author: Michael
Markstaller - IFCO
Code cleanups:
RuslanZakirov
Require: Text::Wrapper
perl module
Subject: Resolved:
{$Ticket-Subject}
Dear customer,
your issue regarding
{$Ticket-Subject()},
has been resolved in our
ticket system. See below for history of this ticket.
If you have any further
questions or concerns, please reply to this
message to reopen the
ticket.
regards
{$Ticket-OwnerObj-RealName
|| $Ticket-OwnerObj-Name}
your-company-fooprint
Your initial
request was
{$Ticket-Transactions-First-Content()}
Complete Ticket
History
{
my
$resolved_message = '';
my $last_content =
'';
my $transactions =
$Ticket-Transactions;
$transactions-Limit(
FIELD = 'Type', VALUE = 'Correspond' );
while (my
$transaction = $transactions-Next) {
my
$attachments = $transaction-Attachments;
while (my
$message = $attachments-Next) {
next unless $message-ContentType =~
m!^(text/plain|message|text$)!i;
my $content = $message-Content;
next unless $content;
next if $last_content eq $content;
$last_content = $content;
my $subject = ($message-Subject || $Ticket-Subject);
my $wrapper = Text::Wrapper-new(columns=70);
$content = $wrapper-wrap($content);
$resolved_message .= Subject: ;
$resolved_message .= $subject;
$resolved_message .= \n;
$resolved_message .= From: ;
$resolved_message .= $message-CreatorObj-RealName ||
$message-CreatorObj-EmailAddress;
$resolved_message .= \n;
$resolved_message .= Time: ;
$resolved_message .= $message-CreatedObj-AsString;
$resolved_message .= \n;
$resolved_message .= \n;
$resolved_message .= $content\n;
$resolved_message .=
\n;
}
}
$resolved_message;
}
-
Common
Information
-
There is no need to reply
to this message unless you want to RE-OPEN your
ticket with ID [{$rtname}
#{$Ticket-id}].
If you want to simply add
a COMMENT to this ticket whithout re-opening the ticket, click below:
mailto:[EMAIL PROTECTED]id()}]body=%20
Please note:
- ALWAYS include the
string [{$rtname} #{$Ticket-id}] in the subject line of all future correspondence
about this issue.
- Do NOT attach or
include the content of previous emails already sent to you by rt.
Von:
[EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Im Auftrag von Marie Gellbäck
Gesendet: Dienstag, 11. Juli 2006
09:52
An:
rt-users@lists.bestpractical.com
Betreff: [rt-users] Ticket history
in ticket resolved message
Hello,
Im using RT 3.4.
I would like to include
the initial ticket question in the message that is sent to the requestor when
his ticket has been resolved. The problem is that I dont want to use an
OnResolved template because that would generate two emails to the requestor
(template message + resolve message). So what I want to do is to add
$Ticket-Transactions-First-Content() to the message area on the
Update.html page. But the message area is included (Elements/MessageBox) so if
I add the ticket history text to the MessageBox all message boxes will display
the ticket history.
There is an argument,
UpdateContent, defined in Update.html that is passed on to the MessageBox, does
anyone know if/how I can add my ticket history text to that argument?
I have searched the wiki
and the mailing list but I cant find any
[rt-users] Queue Permissions
When searching through tickets RT user is able to see all Quotes instead of just the queue that he has permissions for. I have setup group user permissions in queue. Is there a way to restrict user to see all the queues? Thanks ___ 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] CustomFields on update
Hi Ive been trying the jumbo version of the below update and cant seem to get it to work on 3.6.0 No errors or anything just the update page is the same as default Is there something Im missing? http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate ___ 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] 3.6 continual re-login issue
Hello all, I got fed up with trying to make my previous RT install work and removed it, and now I'm running 3.6. The problems I was having with 3.4 are gone, but there's a new problem. Every time I click on anything, I have to log in again. It saves my 'state' as I go -- logging in again gives me the 'result' of my click. Click, log in, see confirmation screen, click, log in, see next menu, etc. Apache logs don't reveal any problems, and RT isn't logging any errors to its logfile. I searched the archives and corresponded with Shawn Plummer of CIT SUNY Geneseo, who reported the same (or similar) issue to the list back when 3.6 came out, and neither of us have come to any resolution. Has anyone found a fix for this problem? I'm running gentoo, mysql, apache2, mod_perl -- a combination which worked under 3.4 right up until I broke it by updating my perl modules. Maybe it is still a perl module versioning issue, but I don't know which module to blame :/ Thanks, Kaylea -- Kaylea Hascall (773) 834-4117 or [EMAIL PROTECTED] Technology Scholarly Computing http://nsit.uchicago.edu/academic Assistant Director: Academic Technologies NSIT, University of Chicago ___ 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] CONTRIB: Labeled priorities for RT 3.6
I updated the patch found here: http://www.parliant.com/~cmh/rt/
to work for RT 3.6.
This gives RT labeled priorities instead of numeric ones.
See attached.
-Todd
--- html/Elements/RT__Ticket/ColumnMap (revision 7319)
+++ html/Elements/RT__Ticket/ColumnMap (local)
@@ -158,17 +158,17 @@
},
Priority = {
attribute = 'Priority',
-value = sub { return $_[0]-Priority }
+value = sub { return $RT::PriorityType?$_[0]-PriorityAsString()
: $_[0]-Priority }
},
InitialPriority = {
attribute = 'InitialPriority',
name = 'Initial Priority',
-value = sub { return $_[0]-InitialPriority }
+value = sub { return
$RT::PriorityType?$_[0]-InitialPriorityAsString(): $_[0]-InitialPriority }
},
FinalPriority = {
attribute = 'FinalPriority',
name = 'Final Priority',
-value = sub { return $_[0]-FinalPriority }
+value = sub { return
$RT::PriorityType?$_[0]-FinalPriorityAsString():$_[0]-FinalPriority }
},
EffectiveId = {
attribute = 'EffectiveId',
--- html/Elements/SelectPriority(revision 7319)
+++ html/Elements/SelectPriority(local)
@@ -0,0 +1,34 @@
+%#
+
+SELECT NAME =%$Name%
+% foreach $priidx (@RT::PrioritySortedKeys) {
+% my($value)=$RT::PriorityLabels{$priidx};
+% my($prilabel)=$priidx;
+% if ( $priidx eq $defprilabel ) {
+% $prilabel .= (.$defprivalue.) if ($RT::PriorityType 1);
+OPTION VALUE=%$defprivalue% SELECTED%$prilabel%/OPTION
+% } else {
+% $prilabel .= (.$value.) if ($RT::PriorityType 1);
+OPTION VALUE=%$value%%$prilabel%/OPTION
+% }
+% }
+/SELECT
+%ARGS
+$Name = undef
+$Default = undef
+
+/%ARGS
+%INIT
+my($priidx,$defprilabel,$defprivalue);
+foreach $priidx (@RT::PrioritySortedKeys) {
+ if ( $Default = $RT::PriorityLabels{$priidx}) {
+ # save current equivalent priority label
+ $defprilabel=$priidx;
+ # save current priority value to prevent tickets from having
+ # their priorities snaped to closest level
+ $defprivalue=$Default;
+ last;
+ }
+}
+/%INIT
+
--- html/Search/Bulk.html (revision 7319)
+++ html/Search/Bulk.html (local)
@@ -100,7 +100,11 @@
trtd class=label |/lMake subject/: /td
td class=value input name=Subject size=20 / /td/tr
trtd class=label |/lMake priority/: /td
-td class=value input name=Priority size=4 / /td/tr
+% if ($RT::PriorityType) {
+ td class=value /Elements/SelectPriority, Name = 'Priority',
Default = 0 /td/tr
+% } else {
+ td class=value INPUT Name=Priority SIZE=4 /td/tr
+% }
trtd class=label |/lMake queue/: /td
td class=value /Elements/SelectQueue, Name = Queue /td/tr
trtd class=label |/lMake Status/: /td
--- html/Search/Elements/PickBasics (revision 7319)
+++ html/Search/Elements/PickBasics (local)
@@ -151,7 +151,11 @@
/tdtd
/Elements/SelectEqualityOperator, Name = PriorityOp
/tdtd
-input name=ValueOfPriority size=5 /
+% if ($RT::PriorityType) {
+ /Elements/SelectPriority, Name=ValueOfPriority
+% } else {
+ INPUT Name=ValueOfPriority SIZE=5
+% }
/td
/tr
tr
--- html/Ticket/Create.html (revision 7319)
+++ html/Ticket/Create.html (local)
@@ -177,8 +177,16 @@
title_class= 'inverse',
color = #99
table border=0
+% if ($RT::PriorityType) {
+trtd align=right|/lPriority/:/tdtd/Elements/SelectPriority,
name=InitialPriority, default=
$ARGS{InitialPriority}?$ARGS{InitialPriority} :$QueueObj-InitialPriority
/td/tr
+%} else {
trtd align=right|/lPriority/:/tdtdinput size=3
name=InitialPriority value=% $ARGS{InitialPriority} ?
$ARGS{InitialPriority} : $QueueObj-InitialPriority % //td/tr
+%}
+% if ($RT::PriorityType) {
+trtd align=right|/lFinal
Priority/:/tdtd/Elements/SelectPriority, name=FinalPriority,
default= $ARGS{FinalPriority}?$ARGS{FinalPriority} :$QueueObj-FinalPriority
/td/tr
+%} else {
trtd align=right|/lFinal Priority/:/tdtdinput size=3
name=FinalPriority value=% $ARGS{FinalPriority} ? $ARGS{FinalPriority} :
$QueueObj-FinalPriority % //td/tr
+%}
trtd align=right|/lTime Estimated/:/td
td
input size=3 name=TimeEstimated value=%$ARGS{TimeEstimated}% /
@@ -200,7 +208,7 @@
/
br /
|/Widgets/TitleBox, title = loc(Dates),
- title_class= 'inverse',
+ Title_class= 'inverse',
color = #663366
table
--- html/Ticket/Elements/EditBasics (revision 7319)
+++ html/Ticket/Elements/EditBasics (local)
@@ -85,12 +85,20 @@
tr
td class=label|/lPriority/:/td
+% if ($RT::PriorityType) {
+ td class=value/Elements/SelectPriority, name=Priority,
default=$TicketObj-Priority /td
+% } else {
td class=valueinput name=Priority
value=%$TicketObj-Priority|h% size=5 //td
+% }
/tr
tr
td class=label|/lFinal Priority/:/td
+% if ($RT::PriorityType) {
+ td class=value/Elements/SelectPriority, name=FinalPriority,
