Re: [rt-users] Shredder User Plugin - Email Regex

[Mathew Snyder]

When running from the command line and executing this command:
./rtx-shredder --plugin
'Users=email,[EMAIL PROTECTED];status,any;replace_relations,Nobody'

I get this output:
SQL dump file is '/usr/local/rt-3.6.1/local/sbin/20061216T032436-0001.sql'
[Sat Dec 16 03:24:36 2006] [err]: RT::User=HASH(0x98668f8) was created without a
CurrentUser
1 (/usr/local/rt-3.6.1/lib/RT/Base.pm:92)

Mathew

Ruslan Zakirov wrote:
> On 12/15/06, Mathew <[EMAIL PROTECTED]> wrote:
>> One other quick question though.  How do I prevent the message that I
>> ran it without a CurrentUser?
> I need more info, I don't see such message.
> 
>>
>> Mathew
>>
>> Ruslan Zakirov wrote:
>> > I've dropped that validation part and uploaded shredder 0.04_01 to the
>> > CPAN.
>> > Also, it has new option 'no_tickets' in Users plugin.
>> >
>> > On 12/13/06, Mathew <[EMAIL PROTECTED]> wrote:
>> >> I've been running a script that calls rtx-shredder directly passing an
>> >> email from an array.  However, I get a lot of emails that I need to
>> get
>> >> rid of which contain hyphens.  What do I add those to the Users plugin
>> >> email regex in order to allow hyphens?
>> >>
>> >> Mathew
>> >>
>> >> ___
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>> >>
>> >> Community help: http://wiki.bestpractical.com
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>> >>
>> >>
>> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> >> Buy a copy at http://rtbook.bestpractical.com
>> >>
>> >
>> >
>>
>>
> 
> 
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[rt-users] Looking for an extension for keeping track of time on worked tickets

[Nick Metrowsky]

Hi Everyone,

 

My management wants the capability of having a running time capability
for tickets that are opened and have the time from not accumulating when
the ticket is in the stalled state. Has someone developed a utility
which can keep track of a ticket's running time so when a user view the
ticket, they can see how much time has elapsed since the ticket has been
opened. Ideally, it would be nice to see this information displayed in
the "Time Worked" field.

 

The end result of this would be that reports can be generating showing
the actual time it took someone to work on a ticket. I have the
RTx::Statistics package, but these reports based the amount of time from
when the ticket was created to the time it was closed, without taking
into account the amount of time the ticket was in stalled state.

 

Any ideas or code snippets would be most welcome.

 

Nick

 

 


-

Nick Metrowsky

Consulting System Administrator

303-684-4785 Office

303-684-4100 Fax

[EMAIL PROTECTED]  

DigitalGlobe (r), An Imaging and Information Company

http://www.digitalglobe.com  


-

 

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Re: [rt-users] Request.* doesn't exist?

[Ruslan Zakirov]

try the latest release candidate of 3.6.2.

On 12/16/06, Phil Dibowitz <[EMAIL PROTECTED]> wrote:

If I try to create a new search with Requestor _anything_ ("Requestor
Realname", "Requestor Email", etc.), then I get an error:

 Results
 Unknown field: Requestor.EmailAddress

RT 3.6.1
Perl 5.8.4

Nothing interesting in the logs other than the usual unitialized values
warnings.

--
Phil Dibowitz
P: 310-360-2330 C: 213-923-5115
Unix Admin, Ticketmaster.com

"Never write it in C if you can do it in 'awk';
 Never do it in 'awk' if 'sed' can handle it;
 Never use 'sed' when 'tr' can do the job;
 Never invoke 'tr' when 'cat' is sufficient;
 Avoid using 'cat' whenever possible" -- Taylor's Laws of Programming




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--
Best regards, Ruslan.
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[rt-users] Installing RT on an XO.com hosted server

[Gentgeen]

I am wondering if anyone has tried installing RT on an XO.com hosted
server.

I have installed RT on my Debian test box, and the PHB liked it, so I
would like to put it on the "offical" server.  

Looking over the wiki Install docs, it looks like everything will go OK,
but just wanted to see if anyone else had tried already or not.



-- 
http://gentgeen.homelinux.org

#
 Associate yourself with men of good quality if you esteem
 your own reputation; for 'tis better to be alone then in bad 
 company.- George Washington, Rules of Civility
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[rt-users] Request.* doesn't exist?

[Phil Dibowitz]

If I try to create a new search with Requestor _anything_ ("Requestor
Realname", "Requestor Email", etc.), then I get an error:

 Results
 Unknown field: Requestor.EmailAddress

RT 3.6.1
Perl 5.8.4

Nothing interesting in the logs other than the usual unitialized values
warnings.

-- 
Phil Dibowitz
P: 310-360-2330 C: 213-923-5115
Unix Admin, Ticketmaster.com

"Never write it in C if you can do it in 'awk';
 Never do it in 'awk' if 'sed' can handle it;
 Never use 'sed' when 'tr' can do the job;
 Never invoke 'tr' when 'cat' is sufficient;
 Avoid using 'cat' whenever possible" -- Taylor's Laws of Programming




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[rt-users] The return of "Use of uninitialized value in substitution (s///) at /usr/local/rt3/lib/RT/Interface/Web.pm line 617"

[Christopher P. Gilmore]

I've got a brand new install of RT 3.6.1 installed on a FreeBSD 6.1
(p11) box via ports.  Everything is mostly working.

When any user goes into ticket management and selects Comment, Reply, or
Resolve, an error is logged:

Comment/Reply:
Dec 15 14:12:02 mail RT: Use of uninitialized value in substitution
(s///) at /usr/local/rt3/lib/RT/Interface/Web.pm line 617.
(/usr/local/rt3/lib/RT/Interface/Web.pm:617)

Resolve:
Dec 15 14:12:35 mail RT: Use of uninitialized value in substitution
(s///) at /usr/local/rt3/lib/RT/Interface/Web.pm line 617,  line
1662. (/usr/local/rt3/lib/RT/Interface/Web.pm:617)

I don't see anything broken.  Comments, replies, resolving tickets...
all work.  I can stop the flood of error messages by setting the log
level up to critical, but this obviously isn't a good long term solution.

I saw the problems from a few months ago with CGI.pm, but I'm both
running the current version (3.25) and am not having the same symptoms.

Version info:
RT 3.6.1
perl 5.8.8
DBIx::SearchBuilder v1.45
apache 2.2.3
mod_perl2 2.0.3
mysql 4.1.21

rt-test-dependencies -v can be summed up as "Everything was found."

Thanks in advance for any help.

-- 
Christopher Gilmore
Systems Administrator, McCormick Administration
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Re: [rt-users] Shredder User Plugin - Email Regex

[Ruslan Zakirov]

On 12/15/06, Mathew <[EMAIL PROTECTED]> wrote:

One other quick question though.  How do I prevent the message that I
ran it without a CurrentUser?

I need more info, I don't see such message.



Mathew

Ruslan Zakirov wrote:
> I've dropped that validation part and uploaded shredder 0.04_01 to the
> CPAN.
> Also, it has new option 'no_tickets' in Users plugin.
>
> On 12/13/06, Mathew <[EMAIL PROTECTED]> wrote:
>> I've been running a script that calls rtx-shredder directly passing an
>> email from an array.  However, I get a lot of emails that I need to get
>> rid of which contain hyphens.  What do I add those to the Users plugin
>> email regex in order to allow hyphens?
>>
>> Mathew
>>
>> ___
>> 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
>>
>
>





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[rt-users] Suggestion: use checksum digits to avoid similar sounding numbers

[Kelly Jones]

RT currently numbers tickets sequentially. This works well in many
cases, but, over the phone (for example), it's easy to confuse 76676
and 76767, for example.

I suggest numbering tickets in such a way that there's a checksum
digit (a la ISBN codes), perhaps something as simple as incrementing
the count by 11 each time.

A more sophisticated solution: generate the numbers so that 1 error
can be detected *and* corrected.

I'm guessing infinite sequences of numbers meeting the above property
already exist and are well-known?

--
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to understand and assimilate technology. We feel that resistance to
new ideas and technology is unwise and ultimately futile.
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[rt-users] queues not emailing

[Richard Ellis]

Hi guys,

On a well established RT 3.4.5 install on Solaris 9, I am seeing a 
problem with some queues not sending the mail back to the requester 
and/or Admin CC's, but others are. This isn't just new queues, but some 
long established and previously working queues.


Nothing obvious in the RT.log, although I do have the following, which I 
think may be unrelated:


root# tail rt.log
(/opt/rt3/lib/RT/I18N.pm:226)
[Fri Dec 15 10:59:32 2006] [info]: Successful login for root from 
xxx.xxx.xxx.xxx (/opt/rt3/share/html/autohandler:197)
[Fri Dec 15 11:09:39 2006] [debug]: Guessed encoding: ascii 
(/opt/rt3/lib/RT/I18N.pm:396)
[Fri Dec 15 11:09:39 2006] [debug]: Guessed encoding: ascii 
(/opt/rt3/lib/RT/I18N.pm:396)
[Fri Dec 15 11:09:39 2006] [debug]: Converting 'ascii' to 'utf-8' for 
text/plain - Pricing Configuration

(/opt/rt3/lib/RT/I18N.pm:226)
[Fri Dec 15 11:11:28 2006] [debug]: Guessed encoding: ascii 
(/opt/rt3/lib/RT/I18N.pm:396)
[Fri Dec 15 11:11:28 2006] [debug]: Guessed encoding: ascii 
(/opt/rt3/lib/RT/I18N.pm:396)
[Fri Dec 15 11:11:28 2006] [debug]: Converting 'ascii' to 'utf-8' for 
text/plain - Pricing Configuration

(/opt/rt3/lib/RT/I18N.pm:226)

The sendmail aliases file is correct and validates, I can test using the 
general queue and some others that I know work, but cannot find a cause 
for the broken ones.


Anyone any ideas on tracking this down.

Thanks

Richard

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Re: [rt-users] Shredder User Plugin - Email Regex

[Mathew]

One other quick question though.  How do I prevent the message that I
ran it without a CurrentUser?

Mathew

Ruslan Zakirov wrote:
> I've dropped that validation part and uploaded shredder 0.04_01 to the
> CPAN.
> Also, it has new option 'no_tickets' in Users plugin.
> 
> On 12/13/06, Mathew <[EMAIL PROTECTED]> wrote:
>> I've been running a script that calls rtx-shredder directly passing an
>> email from an array.  However, I get a lot of emails that I need to get
>> rid of which contain hyphens.  What do I add those to the Users plugin
>> email regex in order to allow hyphens?
>>
>> Mathew
>>
>> ___
>> 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
>>
> 
> 

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Re: [rt-users] Shredder User Plugin - Email Regex

[Mathew]

Very nice to hear.  Thank you so much

Mathew

Ruslan Zakirov wrote:
> I've dropped that validation part and uploaded shredder 0.04_01 to the
> CPAN.
> Also, it has new option 'no_tickets' in Users plugin.
> 
> On 12/13/06, Mathew <[EMAIL PROTECTED]> wrote:
>> I've been running a script that calls rtx-shredder directly passing an
>> email from an array.  However, I get a lot of emails that I need to get
>> rid of which contain hyphens.  What do I add those to the Users plugin
>> email regex in order to allow hyphens?
>>
>> Mathew
>>
>> ___
>> 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
>>
> 
> 

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