Re: [rt-users] 3.6.1 - how to customize unowned tickets (rt at a glance) for all users ?
Sounds great ! Is there an easy way to migrate from 3.6.1 to 3.6.3 without any data and customization (LDAP, look-and-feel) losses ? Thanks, Dário Jesse Vincent wrote: 3.6.3 lets the admin customize the RT at a glance view ;) On Thu, Dec 21, 2006 at 04:01:12PM -0800, Dale Bewley wrote: On Thu, 2006-12-21 at 09:39 -0200, Dario Luis Coneglian Oliveros wrote: Is there a way to add more fields to unowned tickets window (rt at a glance) that could be viewed for all users ? I know how to do it for specific users, but not for everyone. FYI, I've tried to achieve that by changing administrator preferences in order to have those changes applied to all users, but it did not work that way. So I was wondering if someone had an idea about how to do that. I'm on 3.4.5 and ran into that same issue with custom fields when testing 3.6.1. Today I'm testing 3.6.3 and just started searching the archives for an answer. Maybe I'll find the answer shortly. :) Here's my post on the issue previously. http://lists.bestpractical.com/pipermail/rt-users/2006-October/042302.html I really want to be able to do this before I'll upgrade. -- Dale Bewley - Unix Administrator - Shields Library - UC Davis GPG: 0xB098A0F3 0D5A 9AEB 43F4 F84C 7EFD 1753 064D 2583 B098 A0F3 ___ 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 ___ 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 -- IRC integration?
On Fri, 22 Dec 2006 09:19:57 + Matthew Seaman [EMAIL PROTECTED] wrote: Dear List, We're thinking about proving an IRC service for our customers to communicate with us, and as part of that we'd like to be able to integrate it with RT for ticketing and ultimately billing purposes. RT already does WWW and SMTP -- why not IRC too? Searching with google finds a lot of references to chat rooms about RT, but not what I'm looking for. Searching the RT Wiki and CPAN has turned up nothing appropriate, although the RT bot at http://www.dmo.ca/projects/hacks/RT/RT.bm is more like it. Alas, it doesn't have the sort of functionality I'm after. I guess the sort of thing I'm looking for hasn't been done yet, but I thought I'd ask if anyone knew of some all-singing all-dancing RT-capable chat-bots out there? I'd be interested to hear of anyone's experiences in doing something similar. At the moment I'm only gathering the information we'll need before we decide whether to go ahead with this IRC project or not; part of that will be to evaluate what we can afford to spend on programmer and admin time in setting it up. the Bunker eh? Way cool - I would love to work there - but I am on the other side of the pond so to speak... You must feel very safe when you are at work... emf aside. Anyway, what kind of functionlity are you looking for from an IRC bot? I did one a while back to handle querying servers for information / status / etc... but found some of the limitations on IRC annoying (try passing large amounts of text data over irc... e). I probably can't help you, but I was really curious about what you see it doing for you... ___ 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 -- IRC integration?
Bill wrote: the Bunker eh? Way cool - I would love to work there - but I am on the other side of the pond so to speak... You must feel very safe when you are at work... emf aside. Actually The Bunker is designed to survive a 250 kilotonne airburst directly over it, including all the EMP effects. The main technical areas are within a double layer Faraday cage and there are within that some special areas with even more shielding. As it is, we believe that our clients will be immune from any plausible EMP weapons powered by anything less than a nuclear bomb... Of course, we just keep the computers down there. Most of the time we work in some fairly ordinary offices above ground. Anyway, what kind of functionlity are you looking for from an IRC bot? I did one a while back to handle querying servers for information / status / etc... but found some of the limitations on IRC annoying (try passing large amounts of text data over irc... e). Yeah -- it's mostly about tracking and logging chat sessions against tickets, plus we need to keep the different clients separated into their own channels -- it wouldn't do for them to be able to see each other's sessions -- so we need a mechanism for alerting the support techs. to go and join a particular channel when there's any activity. I probably can't help you, but I was really curious about what you see it doing for you... It's pretty much the same sort of functionality as you'ld get with the e-mail or web interfaces to RT only slightly modified to cope with the particular idiosyncrasies of IRC. Cheers, Matthew -- Dr Matthew SeamanThe Bunker, Ash Radar Station PGP: 0x60AE908C on servers Marshborough Rd Tel: +44 1304 814800 Sandwich Fax: +44 1304 814899 Kent, CT13 0PL, UK signature.asc Description: OpenPGP digital signature ___ 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] Shredder problems objects list os empty
I'm trying to delete spam addresses from RT 3.4.2, vanilla install, with the latest shredder from CPAN. If I run this command: /opt/rt3/local/sbin/rtx-shredder --plugin Users=status,any;email,[EMAIL PROTECTED] I get this: SQL dump file is '/tmp/20061215T134640-0001.sql' Objects list is empty, try refine search options The address I use is definitely in the database. Any help appreciated. Regards, Pete ___ 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] Order of Custom Fields in a Queue
Hello, I'm not sure if this is possible or not, or if it is just a feature request, but is it possible to sort the order of custom fields in a queue to be set by a number? I have a bunch of queues that I would like the custom fields sorted in a certain way, but right now the only way to sort the CF's is to Move Up or Move Down a custom field. This wouldn't be so bad if I didn't have 15 custom fields that I would like sorted, and I would like the order of these custom fields to be applied to certain queues. Is this possible to be in a future release, or can it be done in a current release? Thanks, Jared _ Type your favorite song. Get a customized station. Try MSN Radio powered by Pandora. http://radio.msn.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
[rt-users] Error in e-mail dates
Hi, I've finished installing rt 3.6.1 on a solaris 9 box and am seeing an error in the date processing for e-mails. E-mails sent from rt have a date field that looks like Date: Fri, 22 Dec 2006 10:39:36 %z. The time listed is local time, but because the timezone is bogus (%z) my mail client assumes it is GMT and shows me a time that is way off. For example, the above time shows up as 02:39 AM (Local time is 10:39 and GMT is 18:39) in my mail client. The time and timezone on the Solaris box are correct. In rt.log I'm seeing this message: [Fri Dec 22 18:39:58 2006] [debug]: RT::Date used date::parse to make 1970-01-01 28800 (/opt/local/lib/RT/Date.pm:211) The timestamps in the web interface are correct local times. Here's what is in my RT_SiteConfig.pm: Set($Timezone , 'US/Pacific'); Can anyone suggest what the problem is here? Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Using custom conditions with custom fields
Hi all,
I have what would seem to be a fairly typical situation here. I've got
a certain queue with two custom fields for each ticket contained there.
Let's call the custom fields Foo and Bar. I would like to trigger a
scrip when the value of the Foo custom field is set to Baz. I've got
the following custom condition for my scrip (adapted from the wiki):
if ( ($self-TransactionObj-Type eq CustomField ||
$self-TransactionObj-Type eq Create )
($self-TicketObj-FirstCustomFieldValue('Foo') =~ /Baz/i) ) {
return 1;
}
return 0;
This doesn't quite work because it also gets triggered when the Bar
custom field is modified. I only want this to run when Foo is set to
Baz regardless of the value of Bar and whether it was changed.
It would seem that I need a way to have the scrip ignore changes to
custom fields other than Foo. Is this possible?
-Tim
--
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
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Re: [rt-users] Using custom conditions with custom fields
On Fri, Dec 22, 2006 at 01:31:09PM -0600, Tim Wilson wrote:
Hi all,
I have what would seem to be a fairly typical situation here. I've got
a certain queue with two custom fields for each ticket contained there.
Let's call the custom fields Foo and Bar. I would like to trigger a
scrip when the value of the Foo custom field is set to Baz. I've got
the following custom condition for my scrip (adapted from the wiki):
if ( ($self-TransactionObj-Type eq CustomField ||
$self-TransactionObj-Type eq Create )
($self-TicketObj-FirstCustomFieldValue('Foo') =~ /Baz/i) ) {
return 1;
}
return 0;
This doesn't quite work because it also gets triggered when the Bar
custom field is modified. I only want this to run when Foo is set to
Baz regardless of the value of Bar and whether it was changed.
It would seem that I need a way to have the scrip ignore changes to
custom fields other than Foo. Is this possible?
$self-TransactionObj-Field has the Id of the custom
field being changed.
So you would have:
unless (
( $self-TransactionObj-Type eq CustomField
$self-TransactionObj-Field == $my_id )
|| $self-TransactionObj-Type eq Create
) {
return 0;
}
return 0 unless $self-TicketObj-FirstCustomFieldValue('Foo') =~ /Baz/i;
1;
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Re: [rt-users] Using custom conditions with custom fields
Todd (and others),
Thanks for the help. That makes sense to me except for one thing. I'm
not sure where the $my_id comes from. More precisely, I don't see how
comparing $self-TransactionObj-Field to $my_id works in this case. I
realize this isn't a perl tutorial list, but I'm puzzled.
-Tim
--
Tim Wilson, Director of Technology
Buffalo-Hanover-Montrose Schools
214 1st Ave NE Buffalo, MN 55313
ph: 763.682.8740 fax: 763.682.8743 http://www.buffalo.k12.mn.us
Todd Chapman [EMAIL PROTECTED] 12/22/06 4:56 PM
On Fri, Dec 22, 2006 at 01:31:09PM -0600, Tim Wilson wrote:
Hi all,
I have what would seem to be a fairly typical situation here. I've got
a certain queue with two custom fields for each ticket contained
there.
Let's call the custom fields Foo and Bar. I would like to trigger
a
scrip when the value of the Foo custom field is set to Baz. I've
got
the following custom condition for my scrip (adapted from the wiki):
if ( ($self-TransactionObj-Type eq CustomField ||
$self-TransactionObj-Type eq Create )
($self-TicketObj-FirstCustomFieldValue('Foo') =~ /Baz/i) ) {
return 1;
}
return 0;
This doesn't quite work because it also gets triggered when the Bar
custom field is modified. I only want this to run when Foo is set to
Baz regardless of the value of Bar and whether it was changed.
It would seem that I need a way to have the scrip ignore changes to
custom fields other than Foo. Is this possible?
$self-TransactionObj-Field has the Id of the custom
field being changed.
So you would have:
unless (
( $self-TransactionObj-Type eq CustomField
$self-TransactionObj-Field == $my_id )
|| $self-TransactionObj-Type eq Create
) {
return 0;
}
return 0 unless $self-TicketObj-FirstCustomFieldValue('Foo') =~
/Baz/i;
1;
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Re: [rt-users] Error in e-mail dates
Gene, What version of perl? What does: /usr/local/bin/perl -MDate::Format -le'@a=localtime; print strftime(%z,@a)' output? use the same perl that your RT is running with. Your Date::Format may be out of date. -R At Fri, 22 Dec 2006 11:45:57 -0800, Gene LeDuc wrote: Hi, I've finished installing rt 3.6.1 on a solaris 9 box and am seeing an error in the date processing for e-mails. E-mails sent from rt have a date field that looks like Date: Fri, 22 Dec 2006 10:39:36 %z. The time listed is local time, but because the timezone is bogus (%z) my mail client assumes it is GMT and shows me a time that is way off. For example, the above time shows up as 02:39 AM (Local time is 10:39 and GMT is 18:39) in my mail client. The time and timezone on the Solaris box are correct. In rt.log I'm seeing this message: [Fri Dec 22 18:39:58 2006] [debug]: RT::Date used date::parse to make 1970-01-01 28800 (/opt/local/lib/RT/Date.pm:211) The timestamps in the web interface are correct local times. Here's what is in my RT_SiteConfig.pm: Set($Timezone , 'US/Pacific'); Can anyone suggest what the problem is here? Thanks, Gene -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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 ___ 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] Disabled User: 1 failed access check for SeeQueue / Ticket XXXX created in queue ''
Using request-tracker3 on Debian testing with the following packages: request-tracker33.0.12-2 apache-perl 1.3.33-2 postgresql 7.4.7-6sarge1 perl5.8.4-3 This was working just fine until a couple of weeks back, but now I'm getting error/warning messages in the logs and mails are not getting sent out when a ticket is created. The log messages are: Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for SeeQueue (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for ShowScrips (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for ShowScrips (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for SeeQueue (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Disabled User: 1 failed access check for SeeQueue (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:228) Dec 23 12:12:18 logging RT: Ticket 6054 created in queue '' by helpdesk (/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:642) The last message is specially odd -- no queue name, but the ticket does show up under the correct queue. Looks like a permissions problem, but I can't see anything amiss in the web interface, and don't know the RT database well enough to be able to debug it. Any suggestions and help appreciated. Regards, -- Raju -- Raj Mathur [EMAIL PROTECTED] http://kandalaya.org/ GPG: 78D4 FC67 367F 40E2 0DD5 0FEF C968 D0EF CC68 D17F It is the mind that moves ___ 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
