[rt-users] Hide Tiket - ability
Hey, is it possible to hide a ticket for a given period of time - user-specific. I want to have a field with hide ticket with a duration. Anyone done this before? Greets, joey ___ 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] Prohibit outgoing E-Mail
Thanks for your answer. I think you misunderstood my Problem.
I have one General Queue, where all new Tickets via E-Mail are created.
In this Queue I activated the Scrip Notify AdminCCs via E-Mail when Ticket is
created.
But when Spam Ticket arrives, I don't want to notify the AdminCCs via E-Mail.
I simply need 2 or three lines Scrip Action Code, perhaps like this:
if ($self-TicketObj-Subject()=~ /SPAM/i){
// Here I need some code to tell RT not to send an E-Mail to AdminCCs.
}
It would be very nice when someone could give me a hint.
Regards
J. Wendler
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Jon Daley
Gesendet: Mittwoch, 10. Januar 2007 16:57
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Prohibit outgoing E-Mail
On Wed, 10 Jan 2007, Wendler, Jürgen wrote:
Now i have got a little Spam Problem and filter with another Scrip Spam
Tickets out. They are put in another Queue so that someone can look if
the Tickets are really Spam or not. So far so good. But i don't want to
notify any people via E-Mail when a Spam ticket is created in main
Queue.
Anyone has a clue how to prohibit outgoing E-Mail when a SpamTicket
arrives in my Queue? I have to pass them through to my RT, cause
sometimes it arent Spam Tickets and i don't want to loose a Ticket.
I am not sure if I entirely understand. I tag the mails as spam
via procmail.
Change your auto-reply on the spam queue to not reply. Someone
just posted a similar sort of question/answer in the last week or so.
Probably they were doing something along the lines of having a different
auto-reply for one queue or something like that.
My solution was to make a specific auto-reply for each queue, and
leave it off of my spam queue, but I believe the solution posted recently
had an if statement in the global template, which is probably nicer than
my solution.
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[rt-users] RT database update from 2.0.9 to 3.6.1
Hi all,
I'm stuck in the updating process from RT version 2.0.9 to 3.6.1.
I got RT 3.6.1 up and running on a Mac OS X server. The old RT instance
(2.0.9) is still running on another server. I can't update the database
with its schema and data on my own! I need some help here please.
The rt2-to-rt3 database migration tool (mentioned in RT3.2's readme
file and downloadable at
http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz) works only from
2.0 to 3.0. My problem is that there are also schema changes between 3.0
and 3.6. I can't dump my RT2 MySQL database and import it with the tool
mentioned above directly into the RT 3.6 database, can I?
Does this mean i have to do the following workaround(??):
[delete or move my 3.6.1 RT instance ]
1) install a new RT instance with the version 3.0.
2) export all the RT2-database data with the rt2-to-rt3-tool
3) import it to the previously installed RT 3.0 software
4) update the RT software version from 3.0 to 3.6.1 (make upgrade)
5) update the database (from 3.0 to 3.6.1) with the step-by-step
schema updates for the updates within 3.x.x (located at
/path/to/rt-3.6.1/etc/upgrade/versions)
After reading through wiki.bestpractical.com, this mailing list and the
readme files this seems to be the only way to do it :-(. I hope someone
found an easier way?!
Thanks in advance.
T. Koch
--
SWITCH - The Swiss Education Research Network
Thomas Koch; SWITCH; Postfach; CH-8021 Zurich; Switzerland
[EMAIL PROTECTED]; +41 442681586; fax: +41 442681568
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Re: [rt-users] Transaction not being recorded
I had hundreds of those transaction not recorded errors on our rt 3.4.1 Installation. I posted multiple times to this and other lists, but nobody replied. It appears to be a general Problem with rt, making it unreliable and difficult to use in a production environment. Luckily rt sends a mail with the problem to the root account. We routed this account to a public folder in our internal mail system and set up a team of people keying in the tickets not getting recorded manually. Best regards TH Mathew Snyder schrieb: A problem with transactions not being recorded reared its head in the last day or two. It appears that when an email is sent from RT it is not being added to the ticket as a transaction. Unfortunately, I didn't have MySQL logging turned on so I don't have that evidence to provide. However, I have looked at the mail log and have verified that emails were processed and have since turned MySQL logging on. While I'm waiting for further problems to occur so I can provide the query errors, could anyone provide insight as to why this might be happening? 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 -- ___ Tobias Heinz *Allianz 24 - IT und Operations* Allianz Versicherungs-AG Fernsprecher: +49-89-3800-17421 Fernkopie: +49-89-3800-8-18749 Elektronische Post: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] --- Jetzt online versichern *_http://www.Allianz24.de_* - günstige Kfz Tarife mit Sofortabschluß! --- *Allianz* - since 1890 The customer is the reason we are all here! Der Kunde ist der Grund warum wir alle hier sind! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Notify Requestor on Requestor change
Hi Helmuth; forgive me if this is a silly question but do you have a value for $CustomerEmailAddress you can check by adding debug statements in the scrips : $RT::Logger-debug(my value for CustomerEmailAddress is .$CustomerEmailAddress) stick this just above the line: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); and your custom action preparation code should end with return 1; Once you done this run a test and check your rt.log file if you do have a value. Regards; Roy Helmuth Ramirez wrote: Hi all, I finally got around to trying this out and was unfortunately unsuccessful. Of course there is a VERY high likelihood I did something wrong. What I would like to accomplish is notify the new Requestor when we change Requestors manually on a ticket (that way they know they have a ticket open). Based on Roy's e-mail below here is exactly what I did: Go to New Scrip screen Description: RequestorChange Condition: - Action: User Defined Template:Global template: Autoreply Stage: TransactionCreate Custom Condition: blank Custom action preparation code: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); Custom action cleanup code: blank Thanks everyone! -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 5:35 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self-TicketObj-DeleteWatcher(Type='Requestor', Email = $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: Hey guys, I hate to be that guy that brings up old requests..but, can someone give me some advice on this? I'd really appreciate it. Thanks everyone :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Thursday, September 28, 2006 5:27 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Notify Requestor on Requestor change Hi all, In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. So, with that said, is there a way tolet me rephrase that, I KNOW RT can do it, I just don't know how. We would like to change the requestor and upon doing so the new requestor be notified. I checked the default conditions, and they involve all the 'Change' items (Status, Priority, Owner, Queue) except Requestor :( Any help would be REALLY appreciated. Cheers!! ___ 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 ___ 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] Hide Tiket - ability
joey wrote: Hey, is it possible to hide a ticket for a given period of time - user-specific. I want to have a field with hide ticket with a duration. Anyone done this before? There are two ways that come to mind: 1) Set the ticket status to stalled and create a reminder for it. This requires you to modify the reminder query to not include reminders in the future. 2) Set the ticket status to stalled AND set the due date field to be the date you want the ticket to come back. This requires that you add a saved query to your RTaaG page that shows all tickets that are both stalled and overdue. ___ 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] Transaction not being recorded
what sql engine are you running ISAM/Innodb ?? I did notice this happening a couple of times since upgrading to 3.6.1 when the system was fairly busy, it seems something is wrong with sql transactions when creating a ticket , where its not rolling back if it failed (though I am sure if it should roll back).. I use Innodb /mysql5 .. I wonder if Jesse or Ruslan have any ideas .. (mentioning names works most of the time :¬) Roy Tobias Heinz wrote: I had hundreds of those transaction not recorded errors on our rt 3.4.1 Installation. I posted multiple times to this and other lists, but nobody replied. It appears to be a general Problem with rt, making it unreliable and difficult to use in a production environment. Luckily rt sends a mail with the problem to the root account. We routed this account to a public folder in our internal mail system and set up a team of people keying in the tickets not getting recorded manually. Best regards TH Mathew Snyder schrieb: A problem with transactions not being recorded reared its head in the last day or two. It appears that when an email is sent from RT it is not being added to the ticket as a transaction. Unfortunately, I didn't have MySQL logging turned on so I don't have that evidence to provide. However, I have looked at the mail log and have verified that emails were processed and have since turned MySQL logging on. While I'm waiting for further problems to occur so I can provide the query errors, could anyone provide insight as to why this might be happening? 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 ___ 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] Filter resolved tickets in simple searches
Hi everybody, is there a simple way to filter all resolved ticket from searches done through the simple search feature? I often use that feature to do a quick fulltext:this-and-that, and the buch of resolved tickets I get there sort of clutters up the result list. Thanks in advance for your help. Yours sincerely, Torben Nehmer --- Torben Nehmer Diplom Informatiker (FH) Business System Developer CANCOM Deutschland GmbH Messerschmittstr. 20 89343 Scheppach Germany Phone: +49 (0)8225 - 996-1118 Fax: +49 (0)8225 - 996-41118 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] ___ 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] Transaction not being recorded
Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I'm doing. And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no obvious questions in my book :-) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Roy El-Hames Sent: Thursday, January 11, 2007 8:42 AM To: [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Transaction not being recorded what sql engine are you running ISAM/Innodb ?? I did notice this happening a couple of times since upgrading to 3.6.1 when the system was fairly busy, it seems something is wrong with sql transactions when creating a ticket , where its not rolling back if it failed (though I am sure if it should roll back).. I use Innodb /mysql5 .. I wonder if Jesse or Ruslan have any ideas .. (mentioning names works most of the time :¬) Roy Tobias Heinz wrote: I had hundreds of those transaction not recorded errors on our rt 3.4.1 Installation. I posted multiple times to this and other lists, but nobody replied. It appears to be a general Problem with rt, making it unreliable and difficult to use in a production environment. Luckily rt sends a mail with the problem to the root account. We routed this account to a public folder in our internal mail system and set up a team of people keying in the tickets not getting recorded manually. Best regards TH Mathew Snyder schrieb: A problem with transactions not being recorded reared its head in the last day or two. It appears that when an email is sent from RT it is not being added to the ticket as a transaction. Unfortunately, I didn't have MySQL logging turned on so I don't have that evidence to provide. However, I have looked at the mail log and have verified that emails were processed and have since turned MySQL logging on. While I'm waiting for further problems to occur so I can provide the query errors, could anyone provide insight as to why this might be happening? 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 ___ 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_Scrip.gif Description: RT_Scrip.gif ___ 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] Prohibit outgoing E-Mail
I think I understand the problem - we are just thinking about the
solution in different ways. I have a separate spam queue, and I put the
logic of directing the spam to the spam queue before it enters RT.
But, you should be able to do what you are suggesting too - it
seems easier to me to have the mail system take care of filtering.
On Thu, 11 Jan 2007, Wendler, Jürgen wrote:
Thanks for your answer. I think you misunderstood my Problem.
I have one General Queue, where all new Tickets via E-Mail are created.
In this Queue I activated the Scrip Notify AdminCCs via E-Mail when Ticket is
created.
But when Spam Ticket arrives, I don't want to notify the AdminCCs via E-Mail.
I simply need 2 or three lines Scrip Action Code, perhaps like this:
if ($self-TicketObj-Subject()=~ /SPAM/i){
// Here I need some code to tell RT not to send an E-Mail to AdminCCs.
}
It would be very nice when someone could give me a hint.
Regards
J. Wendler
-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Jon Daley
Gesendet: Mittwoch, 10. Januar 2007 16:57
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Prohibit outgoing E-Mail
On Wed, 10 Jan 2007, Wendler, Jürgen wrote:
Now i have got a little Spam Problem and filter with another Scrip Spam
Tickets out. They are put in another Queue so that someone can look if
the Tickets are really Spam or not. So far so good. But i don't want to
notify any people via E-Mail when a Spam ticket is created in main
Queue.
Anyone has a clue how to prohibit outgoing E-Mail when a SpamTicket
arrives in my Queue? I have to pass them through to my RT, cause
sometimes it arent Spam Tickets and i don't want to loose a Ticket.
I am not sure if I entirely understand. I tag the mails as spam
via procmail.
Change your auto-reply on the spam queue to not reply. Someone
just posted a similar sort of question/answer in the last week or so.
Probably they were doing something along the lines of having a different
auto-reply for one queue or something like that.
My solution was to make a specific auto-reply for each queue, and
leave it off of my spam queue, but I believe the solution posted recently
had an if statement in the global template, which is probably nicer than
my solution.
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Re: [rt-users] Transaction not being recorded
Hmmm...You know, I'm not even sure (some Sys Admin I am, eh? :) ). Looking at my.cnf last night though I noticed that all of the Innodb related directives were commented out so I could only guess ISAM. If this is an issue with the DB being under stress while a ticket is created it may be due to stepping up the backups on it. I went from a daily sql dump backup to an hourly. I'll roll that back and see if it affects anything. My setup btw is FC5, MySQL5, RT 3.6.1 but I've never had this problem before. Roy El-Hames wrote: what sql engine are you running ISAM/Innodb ?? I did notice this happening a couple of times since upgrading to 3.6.1 when the system was fairly busy, it seems something is wrong with sql transactions when creating a ticket , where its not rolling back if it failed (though I am sure if it should roll back).. I use Innodb /mysql5 .. I wonder if Jesse or Ruslan have any ideas .. (mentioning names works most of the time :¬) Roy Tobias Heinz wrote: I had hundreds of those transaction not recorded errors on our rt 3.4.1 Installation. I posted multiple times to this and other lists, but nobody replied. It appears to be a general Problem with rt, making it unreliable and difficult to use in a production environment. Luckily rt sends a mail with the problem to the root account. We routed this account to a public folder in our internal mail system and set up a team of people keying in the tickets not getting recorded manually. Best regards TH Mathew Snyder schrieb: A problem with transactions not being recorded reared its head in the last day or two. It appears that when an email is sent from RT it is not being added to the ticket as a transaction. Unfortunately, I didn't have MySQL logging turned on so I don't have that evidence to provide. However, I have looked at the mail log and have verified that emails were processed and have since turned MySQL logging on. While I'm waiting for further problems to occur so I can provide the query errors, could anyone provide insight as to why this might be happening? 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 ___ 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] Transaction not being recorded
MY MISTAKE!!! This was a response to a different topic Roy had responded to, sorry!! -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Thursday, January 11, 2007 9:05 AM To: Roy El-Hames; [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] Transaction not being recorded Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I'm doing. And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no obvious questions in my book :-) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Roy El-Hames Sent: Thursday, January 11, 2007 8:42 AM To: [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Transaction not being recorded what sql engine are you running ISAM/Innodb ?? I did notice this happening a couple of times since upgrading to 3.6.1 when the system was fairly busy, it seems something is wrong with sql transactions when creating a ticket , where its not rolling back if it failed (though I am sure if it should roll back).. I use Innodb /mysql5 .. I wonder if Jesse or Ruslan have any ideas .. (mentioning names works most of the time :¬) Roy Tobias Heinz wrote: I had hundreds of those transaction not recorded errors on our rt 3.4.1 Installation. I posted multiple times to this and other lists, but nobody replied. It appears to be a general Problem with rt, making it unreliable and difficult to use in a production environment. Luckily rt sends a mail with the problem to the root account. We routed this account to a public folder in our internal mail system and set up a team of people keying in the tickets not getting recorded manually. Best regards TH Mathew Snyder schrieb: A problem with transactions not being recorded reared its head in the last day or two. It appears that when an email is sent from RT it is not being added to the ticket as a transaction. Unfortunately, I didn't have MySQL logging turned on so I don't have that evidence to provide. However, I have looked at the mail log and have verified that emails were processed and have since turned MySQL logging on. While I'm waiting for further problems to occur so I can provide the query errors, could anyone provide insight as to why this might be happening? 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 ___ 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] Notify Requestor on Requestor change
Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I'm doing. And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no obvious questions in my book :-) -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 8:30 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Helmuth; forgive me if this is a silly question but do you have a value for $CustomerEmailAddress you can check by adding debug statements in the scrips : $RT::Logger-debug(my value for CustomerEmailAddress is .$CustomerEmailAddress) stick this just above the line: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); and your custom action preparation code should end with return 1; Once you done this run a test and check your rt.log file if you do have a value. Regards; Roy Helmuth Ramirez wrote: Hi all, I finally got around to trying this out and was unfortunately unsuccessful. Of course there is a VERY high likelihood I did something wrong. What I would like to accomplish is notify the new Requestor when we change Requestors manually on a ticket (that way they know they have a ticket open). Based on Roy's e-mail below here is exactly what I did: Go to New Scrip screen Description: RequestorChange Condition: - Action: User Defined Template:Global template: Autoreply Stage: TransactionCreate Custom Condition: blank Custom action preparation code: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); Custom action cleanup code: blank Thanks everyone! -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 5:35 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self-TicketObj-DeleteWatcher(Type='Requestor', Email = $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: Hey guys, I hate to be that guy that brings up old requests..but, can someone give me some advice on this? I'd really appreciate it. Thanks everyone :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Thursday, September 28, 2006 5:27 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Notify Requestor on Requestor change Hi all, In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. So, with that said, is there a way tolet me rephrase that, I KNOW RT can do it, I just don't know how. We would like to change the requestor and upon doing so the new requestor be notified. I checked the default conditions, and they involve all the 'Change' items (Status, Priority, Owner, Queue) except Requestor :( Any help would be REALLY appreciated. Cheers!! ___ 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_Scrip.gif Description: RT_Scrip.gif ___ 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] More About Window for Privileged Users
Hi all
I just upgraded to 3.6.3, when I went to perform the change mentioned
below (to show 'More About') for all my users, I noticed the code
changed. I'm not sure how to go about enabling this feature for all my
users.
Any help would be greatly appreciated!
Cheers
Helmuth
-Original Message-
From: Schultz, Eric [mailto:[EMAIL PROTECTED]
Sent: Friday, July 28, 2006 4:37 PM
To: Helmuth Ramirez; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] More About Window for Privileged Users
Just to wrap this up for everyone, Helmuth had commented out the wrong
curly brace :-) We worked it out offline.
Eric Schultz
United Online
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf
Of Schultz, Eric
Sent: Friday, July 28, 2006 1:12 PM
To: Helmuth Ramirez; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] More About Window for Privileged Users
How did you comment out? Like so?
%# unless ($requestor-Privileged) {
%#}
-Original Message-
From: Helmuth Ramirez [mailto:[EMAIL PROTECTED]
Sent: Friday, July 28, 2006 12:56 PM
To: Schultz, Eric; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] More About Window for Privileged Users
Yes :)
It was after the restart that the changes took effect (broke).
-Original Message-
From: Schultz, Eric [mailto:[EMAIL PROTECTED]
Sent: Friday, July 28, 2006 3:26 PM
To: Helmuth Ramirez; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] More About Window for Privileged Users
Did you stop/start your webserver as the CleanlyCustomizeRT document
says to do?
Eric Schultz
United Online
Thanks for the fast response!!
I tried thatand it didn't like it when I refreshed
the page :( I
commented out the first and last line of my excerpt below. I
OBVIOUSLY
did something wrong, any additional help would be really
appreciated.
Here is an excerpt for that part of my ShowRequestor file
% unless ($requestor-Privileged) {
| /Widgets/TitleBox, title_href = $has_right_adminusers ?
$RT::WebPath/Admin/Users/Modify.html?id=.$requestor-id : undef,
title= loc(More about [_1], $name)
%# Additional information about this user. Empty by default.
/Elements/Callback, _CallbackName = 'AboutThisUser',
requestor =
$requestor, %ARGS
|/lComments about this user/:br /
b% ($requestor-Comments || loc(No comment entered about this
user)) %/bbr /
|/l, $rows This user's [_1] highest priority
tickets/:br /
ul
%while (my $w=$tickets-Next) {
lia
href=%$RT::WebPath%%$DisplayPath%?id=%$w-id%%$w-Id%:
%$w-Subject%/a (%$w-Status%)
%}
-Original Message-
From: Schultz, Eric [mailto:[EMAIL PROTECTED]
Sent: Friday, July 28, 2006 1:28 PM
To: Helmuth Ramirez; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] More About Window for Privileged Users
Hi all,
I'd like to know if I can get the nice little More
About window to
show up for my users. I imported them from LDAP and they're all
privileged, but because of that right, it seems I don't get
that nice
little feature :(
Is there a clean way I can enable that for them?
Sure - in
/path/to/your/rt/share/html/Ticket/Elements/ShowRequestor,
remove the lines:
65: % unless ($requestor-Privileged) {
84: %}
Then, you'll get this for all users, not just Unprivileged.
The even
cleaner way to do this would be to make a copy of the
same file, put
it in the local heirarchy, then make your changes there. See
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT
for details
on using 'local'.
Eric Schultz
United Online
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Notify Requestor on Requestor change
Please do n't set an email notifier when mailing to the list .. we may suspect you as a spammer :¬) As Drew mentioned (and I think I mentioned it in my first mail) you need a condition which is on Create, because I guess what you want is: When a ticket is created = add new/change requester Also where are you getting your requester's email address from, you need to define and give value to $CustomerEmailAddressRegards; Regards; Roy Helmuth Ramirez wrote: Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I'm doing. And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no obvious questions in my book :-) -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 8:30 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Helmuth; forgive me if this is a silly question but do you have a value for $CustomerEmailAddress you can check by adding debug statements in the scrips : $RT::Logger-debug(my value for CustomerEmailAddress is .$CustomerEmailAddress) stick this just above the line: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); and your custom action preparation code should end with return 1; Once you done this run a test and check your rt.log file if you do have a value. Regards; Roy Helmuth Ramirez wrote: Hi all, I finally got around to trying this out and was unfortunately unsuccessful. Of course there is a VERY high likelihood I did something wrong. What I would like to accomplish is notify the new Requestor when we change Requestors manually on a ticket (that way they know they have a ticket open). Based on Roy's e-mail below here is exactly what I did: Go to New Scrip screen Description: RequestorChange Condition: - Action: User Defined Template:Global template: Autoreply Stage: TransactionCreate Custom Condition: blank Custom action preparation code: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); Custom action cleanup code: blank Thanks everyone! -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 5:35 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self-TicketObj-DeleteWatcher(Type='Requestor', Email = $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the default scrip On Create AutoReply to requestor on Create Good luck Roy Helmuth Ramirez wrote: Hey guys, I hate to be that guy that brings up old requests..but, can someone give me some advice on this? I'd really appreciate it. Thanks everyone :) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth Ramirez Sent: Thursday, September 28, 2006 5:27 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Notify Requestor on Requestor change Hi all, In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. So, with that said, is there a way tolet me rephrase that, I KNOW RT can do it, I just don't know how. We would like to change the requestor and upon doing so the new requestor be notified. I checked the default conditions, and they involve all the 'Change' items (Status, Priority, Owner, Queue) except Requestor :( Any help would be REALLY appreciated. Cheers!! ___ 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
Re: [rt-users] Transaction not being recorded
Don't you have to have some condition for a scrip to fire? Helmuth Ramirez wrote: Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I'm doing. And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no obvious questions in my book :-) -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Roy El-Hames Sent: Thursday, January 11, 2007 8:42 AM To: [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Transaction not being recorded what sql engine are you running ISAM/Innodb ?? I did notice this happening a couple of times since upgrading to 3.6.1 when the system was fairly busy, it seems something is wrong with sql transactions when creating a ticket , where its not rolling back if it failed (though I am sure if it should roll back).. I use Innodb /mysql5 .. I wonder if Jesse or Ruslan have any ideas .. (mentioning names works most of the time :¬) Roy Tobias Heinz wrote: I had hundreds of those transaction not recorded errors on our rt 3.4.1 Installation. I posted multiple times to this and other lists, but nobody replied. It appears to be a general Problem with rt, making it unreliable and difficult to use in a production environment. Luckily rt sends a mail with the problem to the root account. We routed this account to a public folder in our internal mail system and set up a team of people keying in the tickets not getting recorded manually. Best regards TH Mathew Snyder schrieb: A problem with transactions not being recorded reared its head in the last day or two. It appears that when an email is sent from RT it is not being added to the ticket as a transaction. Unfortunately, I didn't have MySQL logging turned on so I don't have that evidence to provide. However, I have looked at the mail log and have verified that emails were processed and have since turned MySQL logging on. While I'm waiting for further problems to occur so I can provide the query errors, could anyone provide insight as to why this might be happening? 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 ___ 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 -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati ___ 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] db schema
Hi; I think my request was mis-understood , what I am actually looking for is some document with a diagram/or + text of the db schema within RT-3.6.1 Writtng one of those for an illiterate like me takes a long time and I was wondering if any one have documented it , that all. Thanks for your responses. Roy Angelo Turetta wrote: Jesse Vincent wrote: On Jan 10, 2007, at 7:23 AM, Roy El-Hames wrote: Hi there; Has any one documented the RT DB schema for 3.6 and willing to share it ..will save me a lot of time . There were no schema changes between 3.4 and 3.6. Yes, no schema change: but don't forget the system table additions which are applied by the required: rt-setup-database --action insert etc/upgrade/3.5.1 in the source tree. Angelo. ___ 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] db schema
Jesse Vincent wrote: On Jan 10, 2007, at 7:23 AM, Roy El-Hames wrote: Hi there; Has any one documented the RT DB schema for 3.6 and willing to share it ..will save me a lot of time . There were no schema changes between 3.4 and 3.6. Yes, no schema change: but don't forget the system table additions which are applied by the required: rt-setup-database --action insert etc/upgrade/3.5.1 in the source tree. Angelo. ___ 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] SQL query to locate administrators
From: Steve Finkelstein [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 10:12 AM To: [EMAIL PROTECTED] Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] SQL query to locate administrators Thanks for the reply Steve. Any chance you can point me to information on the RT API? Is this a perl module that's accessible through CPAN? Thanks again, Steve Hi Steve, The API is made up of the perl modules found under $RTHOME/lib. There's an overlay scheme in use, described in http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT. You can learn how the API is used by digging into the mason components under $RTHOME/share/html. You can see the doc for the API by using perldoc: for example perldoc Ticket_Overlay.pm Good luck, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IST) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] Notify Requestor on Requestor change
Actually, I just want it to notify Requestor(s) whenever a requestor is added. For example: I personally get an e-mail about a user issue, I forward it to our RT instance, it then creates a ticket in the right place. Good so far, now I will change the requestor from me to the end user. Its at that moment when I change the requestor name that I would like the new requestor to be notified they have a ticket opened for them. -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 10:22 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change I have given you the code for requester change , but you want to change it to a particular value .. you need to figure out where are you getting this value from ist in the original email text?? , do you have a queue for each customer?? how are you expecting RT to know when email comes in, the ticket created is for customer X and hence the email address [EMAIL PROTECTED] should be added as requester?? Regards; Roy Helmuth Ramirez wrote: After re-reading this several times (sorry, my hamsters aren't spinning their wheels up to speed yet), I can now answer properly...I am not defining a value for $CustomerEmailAddress. That is very likely because I don't know how :( Every single condition is in that fancy drop down except On Requestor change ;) -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 9:19 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Please do n't set an email notifier when mailing to the list .. we may suspect you as a spammer :¬) As Drew mentioned (and I think I mentioned it in my first mail) you need a condition which is on Create, because I guess what you want is: When a ticket is created = add new/change requester Also where are you getting your requester's email address from, you need to define and give value to $CustomerEmailAddressRegards; Regards; Roy Helmuth Ramirez wrote: Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I'm doing. And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no obvious questions in my book :-) -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 8:30 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Helmuth; forgive me if this is a silly question but do you have a value for $CustomerEmailAddress you can check by adding debug statements in the scrips : $RT::Logger-debug(my value for CustomerEmailAddress is .$CustomerEmailAddress) stick this just above the line: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); and your custom action preparation code should end with return 1; Once you done this run a test and check your rt.log file if you do have a value. Regards; Roy Helmuth Ramirez wrote: Hi all, I finally got around to trying this out and was unfortunately unsuccessful. Of course there is a VERY high likelihood I did something wrong. What I would like to accomplish is notify the new Requestor when we change Requestors manually on a ticket (that way they know they have a ticket open). Based on Roy's e-mail below here is exactly what I did: Go to New Scrip screen Description: RequestorChange Condition: - Action: User Defined Template:Global template: Autoreply Stage: TransactionCreate Custom Condition: blank Custom action preparation code: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); Custom action cleanup code: blank Thanks everyone! -Original Message- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Friday, October 06, 2006 5:35 AM To: Helmuth Ramirez Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Hemuth; I have n't RT available to me now but from memory; I *think* your Condition should be on create with user defined action, I am not sure how you'll want to grab the new requestor (ie the original customer email address) , but when you do have it your custom action can be something similar to: $self-TicketObj-AddWatcher(Type='Requestor', Email = $CustomerEmailAddress); If you want to remove the staff member requestor --who forwarded the message-- you do : $self-TicketObj-DeleteWatcher(Type='Requestor', Email = $StaffEmailAddress); And then you set your template the Autoreply. Possibly you'll need to delete the
Re: [rt-users] RT database update from 2.0.9 to 3.6.1
On Jan 11, 2007, at 5:13 AM, Thomas Koch wrote: The rt2-to-rt3 database migration tool (mentioned in RT3.2's readme file and downloadable at http://bestpractical.com/pub/rt/ devel/rt2-to-rt3.tar.gz) works only from 2.0 to 3.0. My problem is that there are also schema changes between 3.0 and 3.6. I can't dump my RT2 MySQL database and import it with the tool mentioned above directly into the RT 3.6 database, can I? Thomas There has been recent customer work on this tool, but it is only available in subversion. We'd love to hear if it works for you. You can find the code here: svn://svn.bestpractical.com/rt2-to-rt3/trunk -kevin ___ 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 database update from 2.0.9 to 3.6.1
Hi Kevin What kind of customer work do you mean? What is new to the tool? Update from 2.x.x to 3.6.x? I will give this subversion a try and let you know whether it works for me or not. Thanks a lot! -- Thomas Kevin Falcone wrote: On Jan 11, 2007, at 5:13 AM, Thomas Koch wrote: The rt2-to-rt3 database migration tool (mentioned in RT3.2's readme file and downloadable at http://bestpractical.com/pub/rt/devel/rt2-to-rt3.tar.gz) works only from 2.0 to 3.0. My problem is that there are also schema changes between 3.0 and 3.6. I can't dump my RT2 MySQL database and import it with the tool mentioned above directly into the RT 3.6 database, can I? Thomas There has been recent customer work on this tool, but it is only available in subversion. We'd love to hear if it works for you. You can find the code here: svn://svn.bestpractical.com/rt2-to-rt3/trunk -kevin ___ 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] Date.pm small query
Hi there; Is there a way to convert for example: 07 Jan 2007 13:23:23 to unix time I tried my $dateobj = RT::Date-new($RT::SystemUser); $unixtime = $dateobj-Set( Format = 'unix', Value = $d ); where $d = 07 Jan 2007 13:23:23 but I don't seem to get the unix time, does it have to be formated as 2007-01-07 13:23:23 any alternatives?? Roy ___ 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] vanished lines in rt 3.6.1 reply
Hello! strange effect in our RT 3.6.1 installation. I entered the following lines in the web gui as reply: From the cmd-shell: perl -MCPAN -e shell cpan test Math::Trig (just to make sure I won't have to start from scratch again afterwards) cpan install Math::Trig That went ok as well ... I recognized that the lines which starts with cpan vanished in the ticket display. In the resulting email and with the command line client they show up. I tried to track down the problem, it only happens when I made a reply to an transaction, a reply to the ticket is always ok. The weird thing is that sometimes the first reply is okay but in the second reply the new entered lines are vanished again (the lines from the first try are still visible) It is not the word cpan which triggers the problem, but anything in the form /^\w+/ (this is an regexp). I use ScientificLinux 4 which is a recompiled version of RHEL4. regards sven Perl v5.8.5 under linux Apache2::Const v2.01; Apache2::Log v2.01; Apache2::RequestIO v2.01; Apache2::RequestRec v2.01; Apache2::RequestUtil v2.01; Apache2::Response v2.01; Apache2::ServerUtil v2.01; Apache2::Status v3.00; Apache::DBI v0.94; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; APR v0.009000; APR::Error v0.009000; APR::Pool v0.009000; APR::Table v0.009000; APR::Util v0.009000; AutoLoader v5.60; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.23; capitalization v0.03; Carp v1.03; CGI v3.11; CGI::Cookie v1.26; CGI::Util v1.5; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.51; Clone v0.18; constant v1.04; Cwd v2.19; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v2.9004; DBI v1.40; DBIx::SearchBuilder v1.43; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Devel::Symdump v2.05; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Byte v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00; Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.19; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v3.19; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Element v3.16; HTML::Entities v1.27; HTML::Formatter v2.03; HTML::FormatText v2.01; HTML::Mason v1.3101; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.35; HTML::Scrubber v0.08; HTML::Tagset v3.03; HTML::TreeBuilder v3.18; HTTP::Date v1.46; I18N::LangTags v0.33; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.36; Locale::Maketext::Lexicon::Gettext v0.11; Log::Dispatch v2.11; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.62; Mail::Field v1.62; Mail::Field::AddrList v1.62; Mail::Field::Date v1.62; Mail::Header v1.62; Mail::Internet v1.62; MIME::Base64 v3.01; MIME::Body v5.403 ; MIME::Decoder v5.403 ; MIME::Decoder::Binary v5.403 ; MIME::Decoder::NBit v5.403 ; MIME::Decoder::QuotedPrint v5.403 ; MIME::Entity v5.404 ; MIME::Field::ContDisp v5.403 ; MIME::Field::ConTraEnc v5.403 ; MIME::Field::ContType v5.403 ; MIME::Field::ParamVal v5.403 ; MIME::Head v5.403 ; MIME::Parser v5.406 ; MIME::QuotedPrint v3.01; MIME::Tools v5.411 ; MIME::Words v5.404 ; mod_perl v2.01; mod_perl2 v2.01; ModPerl::Const v2.01; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.74; POSIX v1.08; re v0.04; Regexp::Common v2.120;
Re: [rt-users] Date.pm small query
On 1/11/07, Roy El-Hames [EMAIL PROTECTED] wrote: Hi there; Is there a way to convert for example: 07 Jan 2007 13:23:23 to unix time I tried my $dateobj = RT::Date-new($RT::SystemUser); $unixtime = $dateobj-Set( Format = 'unix', Value = $d ); try my $dateobj = RT::Date-new($RT::SystemUser); $dateobj-Set( Format = 'unknown', Value = '07 Jan 2007 13:23:23' ); print $dateobj; where $d = 07 Jan 2007 13:23:23 but I don't seem to get the unix time, does it have to be formated as 2007-01-07 13:23:23 any alternatives?? Roy ___ 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 -- Best regards, Ruslan. ___ 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] Date.pm small query
Thanks that works; Roy Ruslan Zakirov wrote: On 1/11/07, Roy El-Hames [EMAIL PROTECTED] wrote: Hi there; Is there a way to convert for example: 07 Jan 2007 13:23:23 to unix time I tried my $dateobj = RT::Date-new($RT::SystemUser); $unixtime = $dateobj-Set( Format = 'unix', Value = $d ); try my $dateobj = RT::Date-new($RT::SystemUser); $dateobj-Set( Format = 'unknown', Value = '07 Jan 2007 13:23:23' ); print $dateobj; where $d = 07 Jan 2007 13:23:23 but I don't seem to get the unix time, does it have to be formated as 2007-01-07 13:23:23 any alternatives?? Roy ___ 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] Date.pm small query
Sorry to be a pain Ruslan, but now I need to know how to convert unix into ISO .. I thought : $newtime = $dateobj-Set( Format = 'ISO',Value = $newunixtime); should do the trick ?? Roy Ruslan Zakirov wrote: On 1/11/07, Roy El-Hames [EMAIL PROTECTED] wrote: Hi there; Is there a way to convert for example: 07 Jan 2007 13:23:23 to unix time I tried my $dateobj = RT::Date-new($RT::SystemUser); $unixtime = $dateobj-Set( Format = 'unix', Value = $d ); try my $dateobj = RT::Date-new($RT::SystemUser); $dateobj-Set( Format = 'unknown', Value = '07 Jan 2007 13:23:23' ); print $dateobj; where $d = 07 Jan 2007 13:23:23 but I don't seem to get the unix time, does it have to be formated as 2007-01-07 13:23:23 any alternatives?? Roy ___ 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] db schema
On Thu, Jan 11, 2007 at 02:57:01PM +, Roy El-Hames wrote: Hi; I think my request was mis-understood , what I am actually looking for is some document with a diagram/or + text of the db schema within RT-3.6.1 Writtng one of those for an illiterate like me takes a long time and I was wondering if any one have documented it , that all. Right. But you can use the diagrams for 3.4. (Also, RT Essentials from O'Reilly has a chapter walking through the schema). 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
Re: [rt-users] Date.pm small query
On Thu, Jan 11, 2007 at 05:31:36PM +, Roy El-Hames wrote: Sorry to be a pain Ruslan, but now I need to know how to convert unix into ISO .. I thought : $newtime = $dateobj-Set( Format = 'ISO',Value = $newunixtime); The format is what format is it coming _in_ as. You want to look at the various documetned output methods. -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
Re: [rt-users] vanished lines in rt 3.6.1 reply
On Thu, Jan 11, 2007 at 05:54:24PM +0100, Sven Sternberger wrote: Sven Hello! Sven Sven strange effect in our RT 3.6.1 installation. I entered the following Sven lines in the web gui as reply: The problem here is that CPAN looks an awful lot like a standard message quoting style. And RT uses a heuristic to figure out what text looks like it's quoted. : Sven Sven From the cmd-shell: perl -MCPAN -e shell Sven Sven cpan test Math::Trig Sven Sven (just to make sure I won't have to start from scratch again afterwards) Sven Sven cpan install Math::Trig Sven Sven That went ok as well ... Sven Sven Sven I recognized that the lines which starts with cpan vanished in the ticket display. Sven In the resulting email and with the command line client they show up. Sven Sven I tried to track down the problem, it only happens when I made a reply Sven to an transaction, a reply to the ticket is always ok. Sven The weird thing is that sometimes the first reply Sven is okay but in the second reply the new entered lines are vanished again Sven (the lines from the first try are still visible) Sven Sven It is not the word cpan which triggers the problem, but anything Sven in the form /^\w+/ (this is an regexp). Sven ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] re: Notify Requestor on Requestor change
Hi,
This may help slightly:
I have a custom condition that triggers whenever a Watcher is added as
an AdminCc. You would have to change this to Requestor. Currently my
scrip sends to all AdminCcs on triggering. You would need a Custom
Action as well to send a message to the new Requestor only.
Custom Condition:
my $transactionType = $self-TransactionObj-Type;
my $watcherType = $self-TransactionObj-Field;
if (($transactionType eq 'AddWatcher') and ($watcherType eq 'AdminCc')) {
return 1;
}
return 0;
Taan
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