Re: [rt-users] Query Help Please
Seriously, can someone help please? This is getting frustrating. Mathew Mathew Snyder wrote: > My query: > > 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR > (Status = "resolved" AND Resolved > $startDate))' > > This, unfortunately, returns all resolved tickets (I'm not sure what it > returns > for open tickets). How can I modify this to only return tickets that are open > and updated according to the date held in $startDate and/or are resolved and > have been resolved according to the date held in $startDate? > > For the record, the date is one week prior to the day the script is run. > > 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] Displaying HTML email as HTML in the page
Hello, We have just started using RT for internal products requests and the only real issue we have had so far is that when viewing a ticket, while there is a link to the HTML attachment, actually clicking on it results in the HTML source being displayed. We actually need to be able to see the actual HTML page itself (in a new window would be fine - currently we have to save the .html to disc and then open it using Firefox). Is there any way to configure this behaviour? Cheers, David ___ 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] Query Help Please
My query: 'Queue = "CustomerCare" AND ((Status = "open" AND LastUpdate > $startDate) OR (Status = "resolved" AND Resolved > $startDate))' This, unfortunately, returns all resolved tickets (I'm not sure what it returns for open tickets). How can I modify this to only return tickets that are open and updated according to the date held in $startDate and/or are resolved and have been resolved according to the date held in $startDate? For the record, the date is one week prior to the day the script is run. 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
[rt-users] Scrips and Reminders
Does anybody know of an easy way to turn off scrips being triggered by Reminders? Should be able to trigger them on Ticket Type, but I don't want to customize all scrips on a queue individually. For RT-3.6.3. thanks Taan ___ 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] Assorted doubts
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hello, I just 'won' the responsability of taking care of our RT system and make some customizations. Right now I'm trying to fix/customize the following, using RT 3.6.3: * "worked time" is show in minutes only. Even when I select "hours" in the dropdown menu. I set it to 'hours' and submit the comment, and the comment shows ' min' on the worked time. We translated almost all RT interface and "hours" in the dropdown is currently in my native language, but I suppose that this is not the cause... * Is there a way to make the child ticket (sub ticket) creation to show in the main ticket's history? (I think this is a component, not standard from RT) * Where can I find a 'reference' to the query language? I must create some queries based on the user group (like, all tickets from all users in group 'field-support') but the "MemberOf" stuff from the queries seems to refer to tickets and not users... []s -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGDAJSv0TDyic/J4kRAnR+AJ9rJ1Mm7xcxWpKARmgiH3OE/vK5hwCgsgMT qfCTDiQUoQnn4+WipW7FRuc= =vZOa -END PGP 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
Re: [rt-users] Has anyone gotten RT working on Solaris 10 x86?
[EMAIL PROTECTED] wrote: Has anyone gotten Solaris 10 x86 working? Brian, All; I know I'm late in coming to the thread, but have you looked at blastwave's rt package? http://www.blastwave.org/packages.php/rt Getting RT installed and configured is always a chore imho, but this package made it alot easier the last time that previous times I've done it. Isaac Vetter p.s. Here's a nice, fast, up-to-date blastwave mirror: http://ftp.math.purdue.edu/mirrors/blastwave.org/ smime.p7s Description: S/MIME Cryptographic 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] RT 3.6.3 Default RT at a glance problem
Hi, I am using RT 3.4.5 and now installed a separate copy of RT 3.6.3 and trying to use it with existing database. Everything working fine other than default RT at a glance configuration under global configuration. I am getting following error instead of something useful. Any help is highly appreciated, thanks: error: Can't call method "Content" on an undefined value at /usr/local/rt3.6.3-APDC/share/html/Admin/Global/MyRT.html line 50. context: ... 46: my ( $conf, $pane ) = @_; 47: $default_portlets->SetContent( $conf ); 48: push @actions, loc( 'Global portlet [_1] saved.', $pane ); 49: } 50: ); 51: 52: $m->comp( '/Widgets/SelectionBox:process', %ARGS, self => $_, nojs => 1 ) 53: for @panes; 54: ... code stack: /usr/local/rt3.6.3-APDC/share/html/Admin/Global/MyRT.html:50 /usr/local/rt3.6.3-APDC/share/html/Admin/autohandler:47 /usr/local/rt3.6.3-APDC/share/html/autohandler:292 ___ 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] Has anyone gotten RT working on Solaris 10 x86?
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Just to make things cleaner, I am getting all the packages form Sunfreeware.com. The Perl package is compiled with gcc, so there shouldn't be any issues. (I also got their version of gcc, flex, GD, libpng, mm sleepycatdb and MySQL). I'll let you know how it goes. Cheers, Brian Brian Gupta Time Inc Information Technology Dept 212-522-1401 -BEGIN PGP SIGNATURE- Version: PGP Desktop 9.0.6 (Build 6060) iQA/AwUBRgv5dKCo3Yt1MVNwEQIoTQCgjtDmEgmOgpN8n/sP3uj69At6mF8Amwdy dkYIvB6RVK10k8MbOCejaE/m =LuId -END PGP SIGNATURE- PGPexch.rtf.pgp Description: PGPexch.rtf.pgp ___ 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] Has anyone gotten RT working on Solaris 10 x86?
Note, as you have perl binary in not standard location then you must define path to perl on very first step: PERL=/usr/perl5/5.8.4/bin/perlgcc ./configure ... As well you should use this binary when you start CPAN shell: /usr/perl5/5.8.4/bin/perlgcc -MCPAN -eshell On 3/29/07, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote: Perlbinary = /usr/perl5/5.8.4/bin/perlgcc Apache = /usr/apache2 gcc = /usr/sfw/bin/gcc -- gcc version 3.4.3 (csl-sol210-3_4-branch+sol_rpath) Mysql = I haven't installed the mysql module yet, so I haven't decided if I am going to use the /usr/sfw/ package, the coolstack package, or install my own. For RT I first run the testdeps and then the fixdeps. Of course it only gets so far. I then run: "make testdeps|MISS" to get a list in one window. I then manually use CPAN to install the modules: /usr/perl5/5.8.4/bin/perlgcc -Original Message- From: chaim rieger [mailto:[EMAIL PROTECTED] > do you use packages or src for your apache/perl/mysql etc... ? which directions are you following ? are you installing perl-modules via cpan or src ? ___ 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] Errors initializing database in RT 3.6.1 [SOLVED]
On Wednesday 28 March 2007 13:22, Ruslan Zakirov wrote:
> In 3.6 as well as in 3.4 there is no way to init database step by
> step, but only with "rt-setup-database-3.6 --action init ..." as init
> action runs additional steps which setup core objects.
>
> On 3/28/07, Scott Courtney <[EMAIL PROTECTED]> wrote:
> [...]
> > Running "rt-setup-database-3.6 --action schema .." works just fine, and
> > creates the schema with no errors.
> >
> > However, running "rt-setup-database-3.6 --action insert --datafile \
> > /etc/request-tracker3.6/initialdata" fails with multiple error messages,
Bingo! Thanks, Ruslan.
My problem was that I needed to *not* pre-create the empty database, but rather
to let rt-setup-database3.6 script do it for me. I had thought I needed to
pre-create the empty DB so that the RT user account would be able to access it,
but the script takes care of this just fine.
I must have done it the right way on my previous installations. Go figure.
In any case, this solved my problem, and I'm up and running. Thanks very much
for the quick response!
Scott
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Re: [rt-users] Has anyone gotten RT working on Solaris 10 x86?
On Mar 29, 2007, at 8:19 AM, <[EMAIL PROTECTED]> wrote: I understand, I figured if it was coming in the next few days, that I might as well wait for it (not particularly for the testdeps fix). Since it's at least a couple weeks away, I will forge forward with 3.6.3. (I have decided to wip everything and starting over just using the source. Which proceedure is the most uptodate? http://wiki.bestpractical.com/index.cgi?ManualInstallation or This is generally the most up to date install instruction set. -jesse http://wiki.bestpractical.com/index.cgi?SolarisInstallGuide Thanks, Brian On 3/29/07, Ruslan Zakirov <[EMAIL PROTECTED]> wrote: Most probably during next month. I'm not sure, but in your case that doesn't matter, just ignore absence of those modules and continue with installation. ___ 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 PGP.sig Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] group not found
Alison:
That could be the case, though what looks like is happening is whatever
watcher you're assigning doesn't seem like they have a groupID at all
though that could just be a fluke given the ticket doesn't have a
requestor which is odd because RT shouldn't allow that to happen in the
first place as far as I know.
--
Regards,
Alan Brault
UNIX & Web Applications Developer
Hardware and Tools Corp
On Thu, 2007-03-29 at 17:34 +0100, Alison Downie wrote:
> A bit more information:
>
> The ticket currently doesn't appear to have a Requestor at all. I think
> this *might* have happened by someone trying to change the original
> Requestor to someone else but by accident entering the details of a
> non-existing account ?
>
> Alison
>
> On Wed, 28 Mar 2007, Alison Downie wrote:
>
> >
> > When trying to add a watcher to a ticket, we are getting the following
> > error:
> >
> > [Thu Mar 15 13:16:25 2007] [warning]: RT::Handle=HASH(0x9af33f8) couldn't
> > execute the query 'SELECT main.* FROM GroupMembers main WHERE
> > ((main.GroupId = )) ' at
> > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518
> >
> > DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9af33f8)',
> > 'SELECT main.* FROM GroupMembers main WHERE ((main.GroupId =...') called
> > at
> > /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231
> >
> > We are using rt 3.0.8 at the moment - to be upgraded shortly.
> >
> > Has anyone else seen this/know how to fix it ?
> >
> > Thanks,
> >
> > Alison
> >
> >
>
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Re: [rt-users] group not found
A bit more information:
The ticket currently doesn't appear to have a Requestor at all. I think
this *might* have happened by someone trying to change the original
Requestor to someone else but by accident entering the details of a
non-existing account ?
Alison
On Wed, 28 Mar 2007, Alison Downie wrote:
When trying to add a watcher to a ticket, we are getting the following error:
[Thu Mar 15 13:16:25 2007] [warning]: RT::Handle=HASH(0x9af33f8) couldn't
execute the query 'SELECT main.* FROM GroupMembers main WHERE
((main.GroupId = )) ' at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9af33f8)',
'SELECT main.* FROM GroupMembers main WHERE ((main.GroupId =...') called at
/usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder.pm line 231
We are using rt 3.0.8 at the moment - to be upgraded shortly.
Has anyone else seen this/know how to fix it ?
Thanks,
Alison
--
++
Alison Downie, Computing Officer
School of Informatics, University of Edinburgh
Room B21, 5 Forrest Hill, EDINBURGH, EH1 2QL
Tel: 650 3095
++
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Re: [rt-users] AdminCC Watcher Inquiry
Steve, There are many reasons this might happen. What are the privileges you have allowed for the AdminCc and Requestor Roles? Are the same UserId's in any groups that are getting notifications? What Global/Queue Scrips have you set up and where are they sent? Without that info, it will be hard to resolve (pardon the pun). Kenn LBNL Steve Finkelstein wrote: Hi all, Is there a difference in the way RT 3.6.1 handles Watchers for comments? If I'm the requestor for a ticket and comment on it, I don't get an e-mail notification. I seem to recall it doing this in the past, and I actually preferred it that way so I can archive my e-mail for record keeping. I do get e-mailed for correspondence when I'm not the ticket requestor. - Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ 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] Building report on tickets
Hallo. Im trying to build a report on total amount of tickets logged by users, time taken to resolve etc. In short here is the basic categories I am looking at: Category(or Queue then) , Time Logged (TL) , Time Accepted (TA) , Time Completed (TC) To get: 1) Quantity of tickets per set period 2) Average time to accept ticket 3) Avg time to complete a ticket I can see in the Tickets table the "Created" date - this gives me TL I can work out the Time Completed by checking on Status=Resolved and checking that the Queue is what I want. ALSO NOTE, as an example, tickets are logged here first with SupportLevel1, SupportLevel1 might sometimes close a ticket, but in most cases it gets send/transferred to SupportLevel2... The stats should be on tickets that reached SupportLevel2..THUS TIME ACCEPTED (TA) should be when SupportLevel2 took the ticket, SupportLevel1 could of taken the ticket and added many comments .before it was transferred to SupportLevel2...I cannot see in the tables how RT determines when it was moved from one Queue to the next? I can determine when SupportLEvel2 resolved a ticket by querying the Queue = SupportLevel2 and Status = Resolved. I am not sure what field to use to say that SupportLevel2 started a ticket at this date and time? There are fields like Told, Starts, Started.. The closest seems to be the Told field, but it does not seem to be linked/or have a queue id with it.so how one would determine if the date indicated by Told was when SupportLevel2 took over the ticket seems questionable. Here is what would typically happen with a ticket: 1) Ticket logged by a SupportLevel1 user. 2) Another or same SupportLevel1 user might add various comments 3) Then it might get forwarded (queue changed) to SupportLevel2 (where it will wait till SupportLevel2 accepts it) 4) SupportLevel2 will add comments, either same user who accepted it or between different SupportLevel2 members 5) Finally a SupportLevel2 user will resolve the ticket So with above in mind ..the stats for Time to Accept the ticket, should be from date that SupportLevel1 moved/forwarded/changed the queue from SupportLevel1 to SupportLevel2. i.e. when SupportLevel2 could actually take the ticket. Where does RT keep its ticket details ?? I tried to look at most of the tables and see none of the ticket description details, also how does it keep track of a ticket history? The table Tickets, simply is what I would term "a short summary of the ticket, it does not quite give all the replies and "commentators" and ticket "owner" and respondents (like what you would see if you click on a RT entry on RT itself? I've been trying to build the above queries in the Query tool also but still have questions relating to how to establish where one Queue user took over from another queue..as described already in the points above, I hope this is clear enough? Your help and assistance appreciated ___ 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] Has anyone gotten RT working on Solaris 10 x86?
Perlbinary = /usr/perl5/5.8.4/bin/perlgcc Apache = /usr/apache2 gcc = /usr/sfw/bin/gcc -- gcc version 3.4.3 (csl-sol210-3_4-branch+sol_rpath) Mysql = I haven't installed the mysql module yet, so I haven't decided if I am going to use the /usr/sfw/ package, the coolstack package, or install my own. For RT I first run the testdeps and then the fixdeps. Of course it only gets so far. I then run: "make testdeps|MISS" to get a list in one window. I then manually use CPAN to install the modules: /usr/perl5/5.8.4/bin/perlgcc -Original Message- From: chaim rieger [mailto:[EMAIL PROTECTED] > do you use packages or src for your apache/perl/mysql etc... ? which directions are you following ? are you installing perl-modules via cpan or src ? ___ 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 3.6 on Ubuntu 6.1
On Mar 29, 2007, at 2:58 AM, Mike Dent wrote: Just wondering if anybody has installed RT 3.6.x on Ubuntu? Are there any packages I can use which will make it easier? I grabbed the source and ran a make testdeps and there were about 2 screen fulls of missing dependencies! Hey Mike! Follow this almost word for word and it works great! http://wiki.bestpractical.com/index.cgi?UbuntuInstallGuide -J Best Regards, JJ Asghar Network Administrator Free: (800) 729 3400 Direct: (512) 623 5619 Fax: (512) 339 9592 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] Has anyone gotten RT working on Solaris 10 x86?
I understand, I figured if it was coming in the next few days, that I might as well wait for it (not particularly for the testdeps fix). Since it's at least a couple weeks away, I will forge forward with 3.6.3. (I have decided to wip everything and starting over just using the source. Which proceedure is the most uptodate? http://wiki.bestpractical.com/index.cgi?ManualInstallation or http://wiki.bestpractical.com/index.cgi?SolarisInstallGuide Thanks, Brian On 3/29/07, Ruslan Zakirov <[EMAIL PROTECTED]> wrote: > Most probably during next month. I'm not sure, but in your case that > doesn't matter, just ignore absence of those modules and continue with installation. ___ 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] RAM
On Wednesday 28 March 2007 11:25, Firas Batal (QA/EMC) wrote:
> I have RT 3.2.1 running with MySQL 4.0.21. I use MYSQL with RT, and I
> have just created a ticket that contains a .zip attachment with a size
> of 11MB. I wonder if one could guide me through the following: I know
> that MYSQL need lots of RAM to breathe properly. But, where is the file
> kept? Is in stored in records in RAM or its stored on the hard drive
> with a pointer of the location of the file stored in RAM?
The backing store for BLOB fields in MySQL is within the table space, which
translates physically to a file on the hard drive (but it's not "one file
per attachment", rather all the attachments go into the database table file).
The exact way in which they're stored depends on which MySQL engine your
table uses (InnoDB, MyISAM, etc.).
Depending on how Perl handles HTTP POST requests, and possibly depending on
whether you are running RT in CGI mode or with mod_perl, the uploaded file
*may* be temporarily RAM-resident during the upload process, before it is
committed to the database. I'm not a Perl wiz, so I'll defer to someone with
more expertise on that question.
By the way, there is a special MySQL engine (at least in MySQL 5...not sure
if it existed back at 4.0.x or not) that stores database records in RAM for
very fast -- but volatile! -- temporary tables. That feature is used in
very specialized situations, and isn't normally relevant for RT. I mention it
here for completeness only. You are almost certainly NOT using this, because
anything in RAM vanishes if the system is rebooted.
Hope this helps.
Scott
--
--
Scott Courtney | "I don't mind Microsoft making money. I mind them
[EMAIL PROTECTED] | having a bad operating system."-- Linus
Torvalds
http://4th.com/| ("The Rebel Code," NY Times, 21 February 1999)
| PGP Public Key at http://4th.com/keys/scott.pubkey
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Re: [rt-users] getting username from id
At Thursday 3/29/2007 04:28 AM, Mathew Snyder wrote:
while (my $user = $users->Next) {
if ($user = $transaction->Creator) {
$timeworked{$user} += $transaction->TimeTaken;
}
$environment{$environment}{$user->Name} = $timeworked{$user};
}
In the if statement, you are setting $user to $transaction->Creator,
which is an integer. So $user is no longer a User object and hence no
Name method.
Also, a comment - in looking at the code I did get confused by the
dual use of "environment" to represent a scalar variable and a hash -
might be better for code maintenance to choose different names.
Steve
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Re: [rt-users] RT 3.6 on Ubuntu 6.1
Ryan Erwin wrote: I'm running RT 3.6 on Ubuntu 6 and it works great. I just did an: apt-get install request-tracker3.4 rt3.4-apache2 After that, just download the RT 3.6 source and run make testdeps. You'll get another dozen or so packages that are required. You can find most of them by running, for example: apt-cache search libwww | grep perl Then just apt-get install once you've found the right package name. You'll still need to use perl -MCPAN -eshell to install another 3 or 4 packages, but it should go very smoothly. Overall, the ubuntu 6.10 process of RT was far more pleasant than installing on Fedora...:-) Did you start with yum install rt3 on fedora? I haven't done that either, but everything seems to be packaged for the 3.6.3 version. -- Les Mikesell [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] RT 3.6 on Ubuntu 6.1
Hi! it should be no problem to use the Debian request-tracker3.6 package, these packages are high quality and describe all dependency. This is the only package which gives you rt out of the box. best regards! On Thu, 2007-03-29 at 08:58 +0100, Mike Dent wrote: > Just wondering if anybody has installed RT 3.6.x on Ubuntu? Are there > any packages I can use which will make it easier? I grabbed the source > and ran a make testdeps and there were about 2 screen fulls of missing > dependencies! > > Thanks > Mike > ___ > 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] SQL Query Help
Roy,
The query you provided won't work. I get zippy from it. What I've tried doing
is to create a variable with the query in it:
my $query = "'Queue = \"CustomerCare\" AND (Status = \"open\" OR Status =
\"resolved\") AND LastUpdate = $startDate'";
and then using $query as the argument for FromSQL. This appears to cause the
script to go through every single ticket in the database looking for anything
resolved. The only way I've been able to get reliable results is if I limit the
search only to tickets that are open and Created after the start date.
Anything else you can point me toward?
Mathew
Roy El-Hames wrote:
> Matthew try:
>
> $tix->FromSQL('Queue = "CustomerCare" AND (Status = "resolved" OR Status
> = "open") AND (LastUpdated > $startDate OR LastUpdated
> < $endDate)');
>
> Last updated will also take care of resolved for you, (cause the last
> update was to resolver the ticket)
> By the way I am not sure how FromSQL handles the brackets inside the
> statement( you may need to dig a little to know how to handle them, then
> tell us all so we learn - but you do need these brackets).
>
> Regards;
> Roy
>
>
>
> Mathew Snyder wrote:
>> I'm trying to write a query the the FromSQL method. I need to create
>> an object
>> contains tickets in our CustomerCare queue and that have either been
>> worked on
>> or resolved in the last week (which will be based on the date the
>> script is run,
>> not the last week from now).
>>
>> This is what I have so far
>> $tix->FromSQL('Queue = "CustomerCare" AND Status = "resolved" OR
>> Status = "open"');
>>
>> I'm thinking I need to add something like "AND (Created > $startDate AND
>> LastUpdated < $endDate) OR Resoved > $startDate". Basically, I don't
>> really
>> care when it was created. I just need the transactions that were
>> added between
>> a start date and an end date. That makes me think the above snippets
>> are both
>> wrong.
>>
>> I have been trying to use the Query Builder to get this accomplished
>> but it
>> doesn't seem to support both AND and OR requests in the same query.
>> Changing
>> the aggregator changes it for the entire query, not just one line.
>> Selecting
>> the Aggregator prior to adding a new criteria does the same thing.
>>
>> Can anyone help me out with this?
>>
>> Mathew
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>>
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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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Re: [rt-users] RT 3.6 on Ubuntu 6.1
I'm running RT 3.6 on Ubuntu 6 and it works great. I just did an: apt-get install request-tracker3.4 rt3.4-apache2 After that, just download the RT 3.6 source and run make testdeps. You'll get another dozen or so packages that are required. You can find most of them by running, for example: apt-cache search libwww | grep perl Then just apt-get install once you've found the right package name. You'll still need to use perl -MCPAN -eshell to install another 3 or 4 packages, but it should go very smoothly. Overall, the ubuntu 6.10 process of RT was far more pleasant than installing on Fedora...:-) On Mar 29, 2007, at 15:58 PM, Mike Dent wrote: Just wondering if anybody has installed RT 3.6.x on Ubuntu? Are there any packages I can use which will make it easier? I grabbed the source and ran a make testdeps and there were about 2 screen fulls of missing dependencies! Thanks Mike ___ 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 smime.p7s Description: S/MIME cryptographic 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] getting username from id
I've been working on a script for a while and finally have it working more or
less the way I need it to. The last thing (besides file formatting) is to get
the usernames. I'm getting the users via LimitToPrivileged in Users.pm. In
another script I proved to myself that I can get the names using the ->Name
method:
my $users = new RT::Users(RT::SystemUser);
$users->LimitToPrivileged;
while ( my $user = $users->Next ) {
next if $user->Name eq 'root';
print $user->Name . "\n";
}
exit;
However, when I try to use the same method to populate a hash I get the error
indicating "Can't call method "Name" without a package or object reference at
./user_timesheet_3.pl line 65."
This is the block of code in contention:
my $users = new RT::Users(RT::SystemUser);
$users->LimitToPrivileged;
while (my $ticket = $tix->Next) {
my $environment = $ticket->FirstCustomFieldValue('Environment');
my $user;
unless ($environment) {
warn "warning " . $ticket->id. " has no environment";
next
}
my $transactions = $ticket->Transactions;
while (my $transaction = $transactions->Next) {
next unless ($transaction->TimeTaken);
while (my $user = $users->Next) {
if ($user = $transaction->Creator) {
$timeworked{$user} += $transaction->TimeTaken;
}
$environment{$environment}{$user->Name} = $timeworked{$user};
}
}
}
foreach my $key (sort keys %environment) {
print $key, "\n";
print ("-" x 15);
print "\n";
foreach my $key2 (keys %{ $environment{$key} }) {
print "$key2 -> $environment{$key}{$key2}\n";
}
print "\n";
}
Can anyone help me correct this?
Mathew
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