Re: [rt-users] Installing RTFM
Hi All,
I have got a little further with this after realising that mason was
caching the files. If I insert a line with
"use RT::RM::ArticleCollection" in the /html/RTFM/Elements/NewestArticle
file, it all starts to work, so what is happening is that the file with
this information in is not getting loaded.
Now, the only files I have with this line in it are:
# grep -Rn "use RT::FM::ArticleCollection" ./*
./bin/notify:39:use RT::FM::ArticleCollection;
./html/Callbacks/RTFM/autohandler/Default:21:use RT::FM::ArticleCollection;
./html/Callbacks/RTFM/Ticket/Update.html/BeforeMessageBox:47:use
RT::FM::ArticleCollection;
./lib/RT/FM/ArticleCollection.pm:15: use RT::FM::ArticleCollection
./lib/RT/FM/Article_Overlay.pm:26:use RT::FM::ArticleCollection;
./lib/RT/FM/Class_Overlay.pm:27:use RT::FM::ArticleCollection;
So what I now need to know is which file is supposed to load this
library? I would guess it is supposed to be
./html/Callbacks/RTFM/autohandler/Default
But I can't see where this is being called from.
Any help appreciated.
Ta,
Marco
Marco van Beek wrote:
Hi,
I tried this and it still seems to have the same problems. It definitely
seems to have problems finding the RT::FM Modules, even though they are
in the same directory structure as the other RT Modules. Permissions
seem fine, so I am not sure what to try next.
Any suggestions anyone?
Brooks, Travis C. wrote:
I just installed RTFM 2.2rc2 on 3.6 and had some trouble with where the
installer sent the files.
Your rt3/lib/ area where you should have all the RT perl modules should
have some new pieces in it (FM, etc). Depending on how you configured RT
for installation this may be in different places, however, if you can
find
your RT.pm module, that's where there should be an RT/ directory with an
FM/ subdir, and within that all the pms for RTFM. If the packages for
RTFM aren't there, then try installing again, and check the prefix option
on the rtfm configure command when you are installing. Perhaps you need
to tell the RTFM installer where to put things via the prefix (and other
options on configure)
Sorry I can't be more help.
Travis
Travis C. Brooks
SPIRES Scientific Databases Manager
Stanford Linear Accelerator Center
http://www.slac.stanford.edu/spires
On Tue, 25 Jul 2006, Marco van Beek wrote:
Hi All,
I have successfully installed RT 3.4.2 on Ubuntu 5.10, using the debian
package. After some tweaking it all worked fine, so I got adventurous
and
tried installing RTFM. To cut a long story short, installing RTFM via
apt
get also installs an older version of RT, and I had to do a lot of
cleaning to get it all back again.
Anyway, downloaded the RTFM-2.2.0RC2.tar.gz from the Best Practical
site,
and followed the instructions. Everything seemed to be fine except that
"make initdb" failed, grumbling about the mysql password and I had to
hack
where it was looking for rt-setup-database via a symbolic link, but I
found that the previous install had done the mysql code anyway.
So having reloaded apache, no RTFM link in the main RT interface, and
when
I navigate to /rt/RTFM/index.html I get the errors shown below.
I don't know if the two problems are related, so any help would be
appreciated. The only place I can find a "use RT::FM::ArticleCollection"
line of code is in subdirectory called "Callbacks".
Regards,
Marco
===
error: Can't locate object method "new" via package
"RT::FM::ArticleCollection" (perhaps you forgot to load
"RT::FM::ArticleCollection"?) at
/usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60.
context:
...
56: <%INIT>
57: my $rows = 10;
58: my $i;
59: my $MyArticles;
60: $MyArticles = new RT::FM::ArticleCollection
($session{'CurrentUser'}); 61: $MyArticles->UnLimit;
62: $MyArticles->RowsPerPage($rows);
63: $MyArticles->OrderBy(FIELD => 'LastUpdated', ORDER =>
'DESC'); 64:
...
code stack:
/usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles:60
/usr/share/request-tracker3.4/html/RTFM/index.html:24
/usr/share/request-tracker3.4/html/autohandler:215
===
raw error:
Can't locate object method "new" via package
"RT::FM::ArticleCollection"
(perhaps you forgot to load "RT::FM::ArticleCollection"?) at
/usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60.
Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method
"new" via package "RT::FM::ArticleCollection" (perhaps you forgot to
load "RT::FM::ArticleCollection"?) at
/usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line
60.^J') called at
/usr/share/request-tracker3.4/html/RTFM/Elements/NewestArticles line 60
HTML::Mason::Commands::__ANON__ at
/usr/share/perl5/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Componen
RE: [rt-users] Migrating 3.6.0 to new hardware
Thanks Humberto! Doesn't sound too bad. My only concern would be the attachments (we rely heavily on those). I guess if its that simple, I'll put the restore on a new machine and test it to see if everything came through alright. Thanks again Helmuth -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Humberto Junior Sent: Friday, July 28, 2006 6:33 PM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Migrating 3.6.0 to new hardware I did It last week. Migrate configuration (RT, apache, perl...), make sure that all conf fileas are in correct places Stop apache (old server) backup database (old server) restore database (new server) do some tests (murphy's law) Worked fine, the webmin did the backup and the restore in server, here I do not use attachament files in tickets, so I dont know if it will broke the files (I think no) In wiki we have more documentation read http://wiki.bestpractical.com/index.cgi?MigrateToNewServer it will help. Humberto Junior Nexos - Segurança da Informação Helmuth Ramirez escreveu: > Hi everyone, > We are currently evaluating/piloting RT 3.6.0 on a Debian box. So far > it has received a good reception from the techs. We want to expand our > pilot to include another group. I would like to migrate our install to > a stronger box (still Debian). Is there anything special I need/should > know? > > Many thanks in advance! > ___ > 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 ___ 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] Users Drop-Down
After enabling debug for RT this is the error I receive when it attempts to retrieve the users lists for the drop-down. Jul 31 08:51:41 tickets RT: RT::Handle=HASH(0xa14171c) couldn't execute the query 'SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 WHERE ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( (ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence')) Anyone have any info on where to look for the problem? Thanks -- Alex Lamers, Dan wrote: > Sorry Alex, that's the extent of my knowledge. I'm new to RT and it took me > a while to find out how to get that drop box populated. For me, the 'Own > Ticket' was all that was required and I assigned that to the 'priviledged > users' group. > > Regards, > Dan > > -Original Message- > From: Alex Romanauskas [mailto:[EMAIL PROTECTED] > Sent: July 28, 2006 9:34 AM > To: Lamers, Dan > Cc: rt-users > Subject: Re: [rt-users] Users Drop-Down > > > Dan, > > Own Ticket is enabled for all users and Everyone. In case it could > be > some other permission level here is what is assigned to the standard users: > > CommentOnTicket > CreateTicket > ModifySelf > ModifyTicket > OwnTicket > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > Watch > WatchAsAdminCc > > I have also noticed that you can't even use query builder to search by > owner as that drop-down also just shows nobody. > > Thanks > -- > Alex > > Lamers, Dan wrote: >> Alex, >> >> You need to grant the 'own ticket' permission in order for the users to >> appear in the drop-down. >> >> Regards, >> Dan >> >> >> -Original Message- >> From: [EMAIL PROTECTED] >> [mailto:[EMAIL PROTECTED] Behalf Of Alex >> Romanauskas >> Sent: July 27, 2006 9:14 AM >> To: rt-users >> Subject: [rt-users] Users Drop-Down >> >> >> I have just upgraded from 3.0.11 to 3.4.5 and for the most part >> everything has gone very well. The only problem I am having is >> assigning ticket ownership. The Owner drop down currently shows >> "Nobody" as the only available choice of owner. Is this a permissions >> problem or something else? All users in question have ModifyTicket as >> does Everyone. >> >> Thanks >> -- >> Alex >> > > -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean. ___ 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: simple search usage
Yes, they do. That may be the problem then. Thanks a lot. David Smithson wrote: Hi Dario. Do your queue names have spaces in the names? The queues I have were imported from another database, including the spaces in the names. I've found that I can't use simple search to search for tickets in queues that have spaces in the names. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Dario Luis Coneglian Oliveros [mailto:[EMAIL PROTECTED]] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. Dário David Smithson wrote: Correction, search by queue name works, but nothing else. Anyone else have this problem? David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: David Smithson Sent: Friday, July 28, 2006 9:47 AM To: rt-users@lists.bestpractical.com Subject: simple search usage Hi all. The text from the Simple Search says this: Search for tickets. Enter id numbers, queues by name, Owners by username and Requestors by email address. RT will look for anything else you enter in ticket bodies and attachments. Searching the full text of every ticket can take a long time, but if you need to do it, you can search for any word in full ticket history for any word by typing fulltext:word. RT will look for anything else you enter in ticket subjects. I'm running 3.6.0, MySQL, FC5, etc. The *only* thing that the simple search will do in my instance of RT is parse the subject. If I prefix with fulltext:, it parses Attachments. None of the other fields that it claims to search are being searched ( username, email address, queues ). Has anybody else seen this? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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] Told
At Sunday 7/30/2006 01:14 AM, David Smithson wrote: There's a datetime field in the Tickets table called 'Told'. What does it mean? I don't find a description of this documented anywhere. I know that it is set by clicking 'Last Contact' on the Ticket page, but it isn't clear to me what the purpose of this field is. Can somebody explain? Thanks! David Smithson Told is intended to be the last time the client (requestor) was contacted. It's set automatically when you add a reply to the ticket. Steve ___ 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: simple search usage
Huh, that's interesting to know. And adding quotes around it doesn't fix it. That seems like some sort of bug to me - it's useful to have queue names with spaces in them. Eric Schultz United Online > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf > Of David Smithson > Sent: Friday, July 28, 2006 9:17 PM > To: Dario Luis Coneglian Oliveros > Cc: rt-users@lists.bestpractical.com > Subject: RE: [rt-users] RE: simple search usage > > Hi Dario. Do your queue names have spaces in the names? The > queues I have were imported from another database, including > the spaces in the names. I've found that I can't use simple > search to search for tickets in queues that have spaces in the names. > > David Smithson > > > CLICK HERE FOR ONLINE SUPPORT > > -Original Message- > From: Dario Luis Coneglian Oliveros [mailto:[EMAIL PROTECTED] > Sent: Friday, July 28, 2006 10:04 AM > To: David Smithson > Cc: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] RE: simple search usage > > Simple search works for me, except for queue names. Weird !?! > I tried ticket id, email address and had no problem at all. > Dário > > David Smithson wrote: > > >Correction, search by queue name works, but nothing else. > Anyone else > >have this problem? > > > >David Smithson > > > > > >CLICK HERE FOR ONLINE SUPPORT > > > >-Original Message- > >From: David Smithson > >Sent: Friday, July 28, 2006 9:47 AM > >To: rt-users@lists.bestpractical.com > >Subject: simple search usage > > > >Hi all. > > > >The text from the Simple Search says this: > > > > > >Search for tickets. Enter id numbers, queues by name, Owners > by username > >and Requestors by email address. RT will look for anything else you > >enter in ticket bodies and attachments. > > > >Searching the full text of every ticket can take a long > time, but if you > >need to do it, you can search for any word in full ticket history for > >any word by typing fulltext:word. > > > >RT will look for anything else you enter in ticket subjects. > > > > > >I'm running 3.6.0, MySQL, FC5, etc. > > > >The *only* thing that the simple search will do in my > instance of RT is > >parse the subject. If I prefix with fulltext:, it parses > Attachments. > >None of the other fields that it claims to search are being > searched ( > >username, email address, queues ). Has anybody else seen this? > > > >David Smithson ___ 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] russian lang problems
Valery, Is there a chance you can send me a message that causes the double- recoding bug? I can then add that to RT's test suite to make sure it doesn't happen again. Spasibo Bolshoe, Jesse On Jul 28, 2006, at 9:17 AM, Валерий Харьков wrote: Hi all. I've got some problems with RT 3.6.0. 1: Subject: =?UTF-8?B?W0luZXQgIzE2XSBBdXRvUmVwbHk6IO+/vT/vv70/77+9P++/ vT8=?= Content-Type: text/plain; charset="utf-8" From: "=?UTF-8?B?77+9P++/vT/vv70/LiDvv70/77+9P++/vT/vv70/77+9P++/vT/ vv70/77+9?= =?UTF-8?B?P++/vT8=?=" <[EMAIL PROTECTED]> Reply-To: [EMAIL PROTECTED] In-Reply-To: <[EMAIL PROTECTED] > References: <[EMAIL PROTECTED] > [EMAIL PROTECTED] > Message-ID: <[EMAIL PROTECTED]> Precedence: bulk X-RT-Loop-Prevention: xxx RT-Ticket: Inet #16 Managed-by: RT 3.6.0 (http://www.bestpractical.com/rt/) RT-Originator: xxx To: xxx MIME-Version: 1.0 Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: utf-8 X-RT-Original-Encoding: utf-8 Double-recoding. 2. When RT get message. Log: [Fri Jul 28 09:01:24 2006] [debug]: Converting 'koi8-r' to 'utf-8' for text/plain - я-п│я│я- (/usr/local/rt3/lib/RT/I18N.pm:226) 3. WebGUI: Screenshot http://hit.inetcomm.net/~edr/strange.jpg Config: FreeBSD 4.9 Perl 5.8.8 RT 3.6.0 cat /usr/local/rt3/etc/RT_SiteConfig.pm # Any configuration directives you include here will override Set($UseFriendlyFromLine , 1); Set($FriendlyFromLineFormat , "\"%s\" <%s>"); @EmailInputEncodings = qw(utf-8 cp1251 koi8-r iso-8859-1 us-ascii) unless (@EmailInputEncodings); #Set( $AlwaysUseBase64, 1 ); 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 PGP.sig Description: This is a digitally signed message part ___ 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] Canned Responses Form
On Jul 19, 2006, at 2:02 PM, Helmuth Ramirez wrote: [RTFM, the RT FAQ Manager] I wanted to install this...but I couldn't find anything about 3.6 compatibility. Is it 3.6 friendly? It is, though we need to release the 2.2.0 final. Jesse PGP.sig Description: This is a digitally signed message part ___ 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] DBIx::SearchBuilder How to make left join with epression?
On Jul 28, 2006, at 5:21 PM, Todd Chapman wrote: How do I do a left join and join on an arbitrary expression? That catch is that I need to refer to the TABLE2 alias in the expression? Shouldn't it be enough to use ->NewAlias to create a new alias, pass it in as ALIAS2, and go from there? What are you actually trying to do? Best, Jesse Also, how can I just give DBIx::SB the proper SQL to run in situations where I can't get it to generate the proper SQL? Inside of join conditions, not easily. Jesse PGP.sig Description: This is a digitally signed message part ___ 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] DBIx::SearchBuilder How to make left join with epression?
On Mon, Jul 31, 2006 at 12:34:11PM -0400, Jesse Vincent wrote: > > On Jul 28, 2006, at 5:21 PM, Todd Chapman wrote: > > >How do I do a left join and join on an > >arbitrary expression? > >That catch is that I need to refer to the > >TABLE2 alias in > >the expression? > > > > Shouldn't it be enough to use ->NewAlias to > create a new alias, pass it in as ALIAS2, and > go from there? > > What are you actually trying to do? I am doing a LEFT join and my additional criteria needs to be in the ON clause. And my criteria needs to refer to the 'right' table? With a left join SB requires TABLE2 instead of ALIAS2. Does this make sense? > > Best, > Jesse > > >Also, how can I just give DBIx::SB the proper > >SQL to run > >in situations where I can't get it to generate > >the proper > >SQL? > > Inside of join conditions, not easily. > > Jesse ___ 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] Mask custom field?
> Hi, Is anyone know how to setup CustomField mask, such
> as IP address ###.###.###.###? Thanks, Zhiming.
Are you talking about the validation feature of 3.6? If so, I believe
that another user on the list had provided a link for a whole bunch of
premade regular expressions, but you'd have to search the archives for
what this was.
Else, I imagine something like this would work:
^\d{1,3}\.\d{1,3}\.\d{1,3}\.\d{1,3}$
Eric Schultz
United Online
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Re: [rt-users] Mask custom field?
On Mon, Jul 31, 2006 at 09:55:18AM -0700, Schultz, Eric wrote:
> > Hi, Is anyone know how to setup CustomField mask, such
> > as IP address ###.###.###.###? Thanks, Zhiming.
>
> Are you talking about the validation feature of 3.6? If so, I believe
> that another user on the list had provided a link for a whole bunch of
> premade regular expressions, but you'd have to search the archives for
> what this was.
>
> Else, I imagine something like this would work:
>
> ^\d{1,3}\.\d{1,3}\.\d{1,3}\.\d{1,3}$
And there are callbacks for CF display/edit
that are handy for this too.
>
> Eric Schultz
> United Online
> ___
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>
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> 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
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FW: [rt-users] Populate custom field A with the selection I made incustom field B
Title: FW: [rt-users] Populate custom field A with the selection I made incustom field B Hi guys, just wanted to bring this one back up…just in case someone knows :) From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On Behalf Of Helmuth Ramirez Sent: Wednesday, July 26, 2006 9:24 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Populate custom field A with the selection I made incustom field B Hi Everyone, We are currently evaluating RT to replace our current (crappy) ticketing system. So far everyone has good things to say about it :) . Our Helpdesk Manager asked me to post this up and see if anyone had any input on it. Many thanks in advance! I want to know if there is a way that I can assign / save the value of the category field (in the cascading field) to another custom field when an item is chosen. Here is the scenario in RT3.6: I have two custom fields: Type (which is a “select one value” type) Sort Name Description Category 10 Help Request 20 Work Request SubType (which is “select one value” type with category column filled in, “cascading”) Sort Name Description Category 10 E-mail Help Request 20 Internet Help Request 30 New Hire Work Request 40 Termination Work Request So, what I would like to do is to set “Type” to be Read-Only and when I choose a “SubType”, to use the “Category” value to fill in “Type”. This can be done once the ticket is saved. I’m not looking for it to change “on the fly”. The problem I have with it now is that you can choose Type:Work Request for example and then choose SubType:E-mail (Category:Help Request). This of course will influence when I run reports on # of Work Request, # of Help Requests and others. As well as not be true to the classification of the ticket. Helmuth Ramirez Compupay IT Department 3450 Lakeside Dr. Suite 400 Miramar, FL 33027 954-874-4800 x7754 <> ___ 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] Shredder installation problem
On Sun, 2006-07-30 at 02:14 -0400, Mathew Snyder wrote: > Again, I'm testing a new installation of RT v3.6.0 with RTx::Shredder. > However, when I install Shredder I get this > > The requested URL /Admin/Tools/Shredder/ was not found on this server. > > I'm finding that the directories created and used during installation > are being chmod'ed to 700 making them not readable by the rt group/user. > Why is this happening? I'm installing as root and have also installed > using sudo. I get the same results everytime. Shredder is not showing up? > > Please...help me. I need this to be working. Matthew - What's root's umask? What are the permissions on each directory in the hierarchy? (i.e. if you're using the defaults, what are the permissions on /, /opt, and /opt/rt3?) Is the problem not solved by a simple recursive chown on the install directory? -- /Ole Craig Security Engineer 303-381-3802 (main support hotline) 303-381-3824 (my direct line) 303-381-3801 (fax) www.stillsecure.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] BUG? RT persmissions weirdness
RT::Queue::TicketCustomFields checks to see if the user has "SeeQueue" right before allowing the user to see the ticket's custom fields. Why should that be? If the user has the right to see the ticket and has show/edit permission on the CF, why does the user need the ability to SeeQueue? -Todd ___ 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] Mail to RT Fails - RT::User::LoadByName Unimplemented
Team, One of my users is getting the following error when replying to tickets using his email client. The error he is getting is below: Can anyone tell me what RT::User::LoadByName Unimplemented means and how I can fix this? Thanks -Stevo From - Mon Jul 31 12:14:14 2006 X-UIDL: AAwrr/EAAAgII/n/ERIhMCUXjH8XXX/e X-Mozilla-Status: 0001 X-Mozilla-Status2: Received: from mailgate.xxx.com ([10.35.60.16] RDNS failed) by ormailgate.xxx.com with Microsoft SMTPSVC(5.0.2195.6713); Mon, 31 Jul 2006 12:14:06 -0700 Received: from itsupport.xxx.local ([10.35.60.100]) by mailgate.xxx.com with Microsoft SMTPSVC(6.0.3790.1830); Mon, 31 Jul 2006 12:14:05 -0700 Received: from exim by itsupport.xxx.local with local (Exim 4.62) id 1G7dDj-0008EM-S5 for [EMAIL PROTECTED]; Mon, 31 Jul 2006 12:14:31 -0700 X-Failed-Recipients: [EMAIL PROTECTED] Auto-Submitted: auto-replied From: Mail Delivery System <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Subject: Mail delivery failed: returning message to sender Message-Id: <[EMAIL PROTECTED]> Date: Mon, 31 Jul 2006 12:14:31 -0700 Return-Path: <> X-OriginalArrivalTime: 31 Jul 2006 19:14:05.0588 (UTC) FILETIME=[7DA8B540:01C6B4D5] This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: pipe to |/usr/local/rt3/bin/rt-mailgate --queue IT_Support --action correspond --url http://itsupport.xxx.local/ generated by [EMAIL PROTECTED] local delivery failed The following text was generated during the delivery attempt: -- pipe to |/usr/local/rt3/bin/rt-mailgate --queue IT_Support --action correspond --url http://itsupport.xxx.local/ generated by [EMAIL PROTECTED] -- RT server error. The RT server which handled your email did not behave as expected. It said: RT::User::LoadByName Unimplemented in RT::Interface::Email. (/usr/local/rt3/local/lib/RT/Interface/Email_Local.pm line 54) Stack: [/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496] [/usr/local/rt3/local/lib/RT/Interface/Email_Local.pm:54] [/usr/local/rt3/local/lib/RT/Interface/Email/Auth/MailFrom_Local.pm:125] [/usr/local/rt3/lib/RT/Interface/Email.pm:605] [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:58] ___ 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] Shredder installation problem
I'm actually installing to an rt directory in /usr/local/. I hadn't done a recursive chown but had found that the Callbacks directory under share/html is not getting the proper mode when rt is initially installed. Since Shredder places files in this directory, they were not accessible. Chmod'ing the directory to 755 (installs as 700) allows Shredder to perform properly. Chmod'ing other directories is also needed, such as local/sbin. I haven't checked the umask so I'll do that when I get in to work tomorrow night. Thanks for that advice. Mathew Snyder Ole Craig wrote: On Sun, 2006-07-30 at 02:14 -0400, Mathew Snyder wrote: Again, I'm testing a new installation of RT v3.6.0 with RTx::Shredder. However, when I install Shredder I get this The requested URL /Admin/Tools/Shredder/ was not found on this server. I'm finding that the directories created and used during installation are being chmod'ed to 700 making them not readable by the rt group/user. Why is this happening? I'm installing as root and have also installed using sudo. I get the same results everytime. Shredder is not showing up? Please...help me. I need this to be working. Matthew - What's root's umask? What are the permissions on each directory in the hierarchy? (i.e. if you're using the defaults, what are the permissions on /, /opt, and /opt/rt3?) Is the problem not solved by a simple recursive chown on the install directory? ___ 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
Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't figure this one out. It's pretty simple it seems, but __CurrentUser__ isn't getting replaced in the query: Queue = 'General' AND Owner = '__CurrentUser__' What am I missing? David Smithson ___ 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
I think the problem is that the replacement of __CurrentUser__ with the user id is done in /Elements/ShowSearch. That is only used for showing searches on the RT homepage. The link at the top of the search is to the query builder with the value replaced. Loading it from saved searches isn't going to work. It would be better if the replacement was done in the TicketSQL parser. -Todd On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote: > Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't > figure this one out. It's pretty simple it seems, but __CurrentUser__ > isn't getting replaced in the query: > > Queue = 'General' AND Owner = '__CurrentUser__' > > What am I missing? > > David Smithson > > ___ 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
And I was just about to say that I only found the regexp in ShowSearch:
$SearchArg->{'Query'} =~
s/__CurrentUser__/$session{'CurrentUser'}->Id/ge;
I confirmed that you are right. The saved search *does* work from the
ataglance page.
I was actually trying to do some customization of the Quicksearch doodad
which resulted in lots of trying and nothing doing -- if that makes any
sense. Clearly I have to put some thought into the context before I go
mucking about. So, in /Elements/Quicksearch under local, I have this:
<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
titleright => loc("Edit"), titleright_href =>
$RT::WebPath.'/Prefs/Quicksearch.html' &>
<& /Elements/QueueSummary,
cache => 'quick_search_queues',
queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
!exists $unwanted->{$_->Name} },
conditions => [ {cond => "Status = 'new'", name => loc ('new') },
{cond => "Status = 'open'", name => loc ('open') },
{cond => "Status = 'stalled'", name => loc
('stalled') },
{cond => "Status = 'resolved'", name => loc
('resolved') },
{cond => "Owner = '__CurrentUser__'", name => loc
('mine') } ] &>
<%INIT>
my $unwanted =
$session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
Hah! If only it were that simple.
David Smithson
CLICK HERE FOR ONLINE SUPPORT
-Original Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Monday, July 31, 2006 8:30 PM
To: David Smithson
Cc: Drew Taylor; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder
I think the problem is that the replacement of __CurrentUser__
with the user id is done in /Elements/ShowSearch. That is
only used for showing searches on the RT homepage. The link
at the top of the search is to the query builder with the
value replaced. Loading it from saved searches isn't going to
work.
It would be better if the replacement was done in the
TicketSQL parser.
-Todd
On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote:
> Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't
> figure this one out. It's pretty simple it seems, but __CurrentUser__
> isn't getting replaced in the query:
>
> Queue = 'General' AND Owner = '__CurrentUser__'
>
> What am I missing?
>
> David Smithson
>
>
___
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:
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Re: [rt-users] Searching by CurrentUser with QueryBuilder
In RT::Tickets::_WatcherLimit, try changing:
$o->Load($value);
to:
$o->Load( $value =~ /__CurrentUser__/ ? $self->CurrentUser->UserObj->Name :
$value );
(that's in lib/RT/Tickets_Ovelay.pm)
-Todd
On Mon, Jul 31, 2006 at 08:37:50PM -0700, David Smithson wrote:
> And I was just about to say that I only found the regexp in ShowSearch:
>
> $SearchArg->{'Query'} =~
> s/__CurrentUser__/$session{'CurrentUser'}->Id/ge;
>
> I confirmed that you are right. The saved search *does* work from the
> ataglance page.
>
> I was actually trying to do some customization of the Quicksearch doodad
> which resulted in lots of trying and nothing doing -- if that makes any
> sense. Clearly I have to put some thought into the context before I go
> mucking about. So, in /Elements/Quicksearch under local, I have this:
>
>
> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>titleright => loc("Edit"), titleright_href =>
> $RT::WebPath.'/Prefs/Quicksearch.html' &>
> <& /Elements/QueueSummary,
>cache => 'quick_search_queues',
>queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
> !exists $unwanted->{$_->Name} },
>conditions => [ {cond => "Status = 'new'", name => loc ('new') },
>{cond => "Status = 'open'", name => loc ('open') },
>{cond => "Status = 'stalled'", name => loc
> ('stalled') },
>{cond => "Status = 'resolved'", name => loc
> ('resolved') },
>{cond => "Owner = '__CurrentUser__'", name => loc
> ('mine') } ] &>
>
>
> <%INIT>
> my $unwanted =
> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>
>
> Hah! If only it were that simple.
>
> David Smithson
>
>
> CLICK HERE FOR ONLINE SUPPORT
>
> -Original Message-
> From: Todd Chapman [mailto:[EMAIL PROTECTED]
> Sent: Monday, July 31, 2006 8:30 PM
> To: David Smithson
> Cc: Drew Taylor; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder
>
> I think the problem is that the replacement of __CurrentUser__
> with the user id is done in /Elements/ShowSearch. That is
> only used for showing searches on the RT homepage. The link
> at the top of the search is to the query builder with the
> value replaced. Loading it from saved searches isn't going to
> work.
>
> It would be better if the replacement was done in the
> TicketSQL parser.
>
> -Todd
>
> On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote:
> > Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't
> > figure this one out. It's pretty simple it seems, but __CurrentUser__
> > isn't getting replaced in the query:
> >
> > Queue = 'General' AND Owner = '__CurrentUser__'
> >
> > What am I missing?
> >
> > David Smithson
> >
> >
___
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.
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We're hiring! Come hack Perl for Best Practical:
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RE: [rt-users] Searching by CurrentUser with QueryBuilder
Yeah, that did the trick. Thanks Todd.
mkdir local/lib/RT
cp lib/RT/Tickets_Overlay.pm local/lib/RT/
vim +827 local/lib/RT/Tickets_Overlay.pm
David Smithson
CLICK HERE FOR ONLINE SUPPORT
-Original Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Monday, July 31, 2006 8:52 PM
To: David Smithson
Cc: Drew Taylor; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder
In RT::Tickets::_WatcherLimit, try changing:
$o->Load($value);
to:
$o->Load( $value =~ /__CurrentUser__/ ?
$self->CurrentUser->UserObj->Name : $value );
(that's in lib/RT/Tickets_Ovelay.pm)
-Todd
On Mon, Jul 31, 2006 at 08:37:50PM -0700, David Smithson wrote:
> And I was just about to say that I only found the regexp in
ShowSearch:
>
> $SearchArg->{'Query'} =~
> s/__CurrentUser__/$session{'CurrentUser'}->Id/ge;
>
> I confirmed that you are right. The saved search *does* work from the
> ataglance page.
>
> I was actually trying to do some customization of the Quicksearch
doodad
> which resulted in lots of trying and nothing doing -- if that makes
any
> sense. Clearly I have to put some thought into the context before I
go
> mucking about. So, in /Elements/Quicksearch under local, I have this:
>
>
> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>titleright => loc("Edit"), titleright_href =>
> $RT::WebPath.'/Prefs/Quicksearch.html' &>
> <& /Elements/QueueSummary,
>cache => 'quick_search_queues',
>queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
> !exists $unwanted->{$_->Name} },
>conditions => [ {cond => "Status = 'new'", name => loc ('new') },
>{cond => "Status = 'open'", name => loc ('open') },
>{cond => "Status = 'stalled'", name => loc
> ('stalled') },
>{cond => "Status = 'resolved'", name => loc
> ('resolved') },
>{cond => "Owner = '__CurrentUser__'", name => loc
> ('mine') } ] &>
>
>
> <%INIT>
> my $unwanted =
> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>
>
> Hah! If only it were that simple.
>
> David Smithson
>
>
> CLICK HERE FOR ONLINE SUPPORT
>
> -Original Message-
> From: Todd Chapman [mailto:[EMAIL PROTECTED]
> Sent: Monday, July 31, 2006 8:30 PM
> To: David Smithson
> Cc: Drew Taylor; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder
>
> I think the problem is that the replacement of __CurrentUser__
> with the user id is done in /Elements/ShowSearch. That is
> only used for showing searches on the RT homepage. The link
> at the top of the search is to the query builder with the
> value replaced. Loading it from saved searches isn't going to
> work.
>
> It would be better if the replacement was done in the
> TicketSQL parser.
>
> -Todd
>
> On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote:
> > Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't
> > figure this one out. It's pretty simple it seems, but
__CurrentUser__
> > isn't getting replaced in the query:
> >
> > Queue = 'General' AND Owner = '__CurrentUser__'
> >
> > What am I missing?
> >
> > David Smithson
> >
> >
___
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:
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[rt-users] CustomField: Select One ?Category?
Hi all. What is "Category" in the Values list for selects? What are the effects of setting this to something? Sort: Name: Description: Category: David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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
