RE: [rt-users] REST/1.0/NoAuth/mail-gateway, Could not load a valid user

[Sasha Gerrand]

Have you checked the various RT related environment settings? I'd say
that they are responsible for the errors you are getting. 

Try the following command: echo -e RT server: $RTSERVER'\n'RT user:
$RTUSER'\n'RT install location: $RTHOME; 

If you get output, the error will be related to some inconsistency in
the environment settings. (It sounds like the public HTTP location of RT
is getting redirected.)

HTH

Regards,
Sasha 

Sasha Gerrand 
Web & Database Developer 
  
Austbrokers Holdings Limited 
Level 21, 111 Pacific Highway 
North Sydney NSW 2060 
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-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Nadeem
Shahbaz
Sent: Monday, 30 April 2007 10:22 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] REST/1.0/NoAuth/mail-gateway,Could not load a
valid user

On 4/26/07, Nadeem Shahbaz <[EMAIL PROTECTED]> wrote:
> On 4/26/07, Fernando Fugita <[EMAIL PROTECTED]> wrote:
> >
> > You followed this procedures, find in wiki?
> >
> > http://wiki.bestpractical.com/index.cgi?ItsFinallyInstalledNowWhat
>
> Actually I updated RT 3.4.5 to RT 3.6.3. In old RT, everyone didnt 
> have right to create ticket and it was working fine. After updating, 
> its broken. Also I tried to use rt command line tool to cover up our 
> broken application integrated with RT to create ticket. But when I 
> invoke a command like ./rt create -t ticket set subject='test'
>
> it is asking for a password. I tried with giving root password but it 
> is giving error
> rt: Server error: Found (302). But at old RT, 3.4.5, same command is 
> working fine with no problem.
>

I really need the solution of this problem. I really appreciate any help
in this regard

Nadeem
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Re: [rt-users] REST/1.0/NoAuth/mail-gateway, Could not load a valid user

[Nadeem Shahbaz]

On 5/1/07, Sasha Gerrand <[EMAIL PROTECTED]> wrote:

Have you checked the various RT related environment settings? I'd say
that they are responsible for the errors you are getting.

Try the following command: echo -e RT server: $RTSERVER'\n'RT user:
$RTUSER'\n'RT install location: $RTHOME;

If you get output, the error will be related to some inconsistency in
the environment settings. (It sounds like the public HTTP location of RT
is getting redirected.)



Awww ... I am understanding the problem now. Thanks for the hint
Sasha. I have found http://wiki.bestpractical.com/index.cgi?UseRtTool
using your RT variable hint. I will try above wiki stuff. btw I
executed yr suggested command and these variables holding no value at
both machines; RT 3.4.5 and 3.6.3. But I am wondering that why rt cli
is working for 3.4.5 and not for 3.6.3 ? :-S
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[rt-users] TicketSQL search for requested tickets of current user?

[Justin Hayes]

Hi,

The customers I support (the Requestors) will be using the At A  
Glance screen rather than SelfService. I would like to create a saved  
search that will display tickets requested by the currently logged in  
user.


I know you can do Owner = '__CurrentUser__' in a search, but is there  
an equivalent for Requestor?


I've tried Requestor = '__CurrentUser__', Requestor.id,  
Requestor.Name, Requestor.RealName etc etc but none seem to work.  
Can't see anything about this on the Wiki so thought I'd ask here.


Thanks in advance for any help!

--
Justin Hayes
Support Manager
[EMAIL PROTECTED]



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Re: [rt-users] TicketSQL search for requested tickets of current user?

[Gene LeDuc]

Hi Justin,

I'm pretty sure that Requestor is a group rather than an individual (a 
ticket can have multiple requestors, but only a single owner).  You might 
see if there are any functions that check for group membership in TicketSQL.


Gene

At 06:35 AM 5/1/2007, Justin Hayes wrote:

Hi,

The customers I support (the Requestors) will be using the At A Glance 
screen rather than SelfService. I would like to create a saved search that 
will display tickets requested by the currently logged in user.


I know you can do Owner = '__CurrentUser__' in a search, but is there an 
equivalent for Requestor?


I've tried Requestor = '__CurrentUser__', Requestor.id, Requestor.Name, 
Requestor.RealName etc etc but none seem to work. Can't see anything about 
this on the Wiki so thought I'd ask here.


Thanks in advance for any help!

--
Justin Hayes
Support Manager
[EMAIL PROTECTED]



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--
Gene LeDuc, GSEC
Security Analyst
San Diego State University ___
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Re: [rt-users] RTFM 2.2.0RC4 bug (with RT 3.6.3): Search not working for values of Cfs with type "select one value"

[Jesse Vincent]

Hm. Having just tested, this patch breaks

sh-2.05b# export PERL5LIB=/opt/rt3/lib
sh-2.05b# prove -lv t/ArticleCollection_Overlay.pm.t

for me.



On Apr 28, 2007, at 2:48 AM, Dirk Pape wrote:

http://page.mi.fu-berlin.de/~pape/rt3/patches/rtfm/2.2.0RC5/ 
artice_cf_search.patch




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Re: [rt-users] ticket reopen

[Joe Casadonte]

On 4/30/2007 4:33 PM, Mustafa Badawi wrote:

Joe, what code do you want me to post? I have traced all the logs but no 
specific error is there (\var\log\messages). is there and way to see 
more detailed debugging messages?


I sent you some code to look at, you said it didn't work.  I assumed you 
made the changed I recommended?  Original message:


===

I guess that what you are seeing is default behavior, though I thought I 
had changed it to do what you see.


Anyway, you probably want to look here:

   $RT/share/html/Ticket/Update.html

<&|/l&>Status:

<& /Elements/SelectStatus, Name=>"Status", DefaultLabel => loc("[_1] 
(Unchanged)", loc($TicketObj->Status)), Default => $ARGS{'Status'} || 
($TicketObj->Status eq $DefaultStatus ? undef : $DefaultStatus)&>


Change the DefaultLabel parameter if your current status is Resolved.


--
Regards,


joe
Joe Casadonte
[EMAIL PROTECTED]

==  ==
== The statements and opinions expressed here are my own and do not ==
== necessarily represent those of Oracle Corporation.   ==
==  ==
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[rt-users] RT 4

[Jesse Vincent]

If, for the sake of argument, Best Practical were to rewrite RT, what  
would you want to see in the new product?


Think big.

Jesse


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[rt-users] Re: InnoDB Ticket IDs incrementing by 10?

[mike]

I hate to reply to my own question, but does anyone else see this issue
with new tickets being generated with IDs of n+10 rather than n+1?  It has
to be something simple/stupid that I'm missing, but I've been looking at it
for days and am clearly overlooking something at this point...I offer a 6
pack of your choice of beers in exchange for a quick fix :)

cheers,
mike




 On 4/30/07, mike <[EMAIL PROTECTED]> wrote:
>
> Hello,
>
> Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
> incrementing their ticket numbers/IDs by n+10 -
>
> From show table status:
>
> | Tickets  | InnoDB |10 | Compact  |  14823 | 248 | 3686400 |   0 |
> 1146880 | 0 | 24632 | 2007-04-30 09:35:08 | NULL | NULL | latin1_swedish_ci
> | NULL |
>
>
> And the table itself (sorry for the mangling):
>
> mysql> describe Tickets;
>
> 
+-+--+--+-+--++
> | Field   | Type | Null | Key | Default  |
> Extra  |
> 
+-+--+--+-+--++
>
> | id  | int(11)  | NO   | PRI | NULL |
> auto_increment |
> | EffectiveId | int(11)  | NO   | MUL | 0
> ||
> | Queue   | int(11)  | NO   | MUL | 0
> ||
> | Type| varchar(16)  | YES  | | NULL
> ||
> | IssueStatement  | int(11)  | NO   | | 0
> ||
> | Resolution  | int(11)  | NO   | | 0
> ||
> | Owner   | int(11)  | NO   | MUL | 0
> ||
> | Subject | varchar(200) | YES  | | [no subject]
> ||
> | InitialPriority | int(11)  | NO   | | 0
> ||
> | FinalPriority   | int(11)  | NO   | | 0
> ||
> | Priority| int(11)  | NO   | | 0
> ||
> | TimeEstimated   | int(11)  | NO   | | 0
> ||
> | TimeWorked  | int(11)  | NO   | | 0
> ||
> | Status  | varchar(10)  | YES  | | NULL
> ||
> | TimeLeft| int(11)  | NO   | | 0
> ||
> | Told| datetime | YES  | | NULL
> ||
> | Starts  | datetime | YES  | | NULL
> ||
> | Started | datetime | YES  | | NULL
> ||
> | Due | datetime | YES  | | NULL
> ||
> | Resolved| datetime | YES  | | NULL
> ||
> | LastUpdatedBy   | int(11)  | NO   | | 0
> ||
> | LastUpdated | datetime | YES  | | NULL
> ||
> | Creator | int(11)  | NO   | | 0
> ||
> | Created | datetime | YES  | | NULL
> ||
> | Disabled| smallint(6)  | NO   | | 0
> ||
>
> 
+-+--+--+-+--++
>
> Have I missed something simple?  The version of RT I upgraded from also
> used InnoDB tables, so it doesn't seem to me to be an issue with
> auto_increment strangeness with InnoDB tables (which I've read a little
> about).  Any clues?
>
> Thanks!
> Mike
>
>
> --
> One way or another, everyone stops bleeding.
>



--
--
One way or another, everyone stops bleeding.





--
--
One way or another, everyone stops bleeding.
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Re: [rt-users] RT 4

[Tomasz Wlodek]

On Tue, 1 May 2007, Jesse Vincent wrote:

If, for the sake of argument, Best Practical were to rewrite RT, what would 
you want to see in the new product?




Include AT or write your own asset tracking module which does the same 
thing as AT does.


include network interface so that RT/AT databases can be inquired from 
external machines.


Tom
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[rt-users] Email recipients confusing!

[Gary Oberbrunner]

Hi; I'm trying to set up RT at my company, for handling incoming support
requests from outside via email.  I'm using latest 3.6.3 on Linux.

I want to make sure that RT only sends the emails I want, to the people I
want.  I'm looking at the scrips, and I have some questions, probably simple.
First, I'm not sure how each group is defined:

 Requestors: the original sender of the email (from the From: header?)
   or the web creator of the ticket; anyone else?
 Owner: I understand this one :-)
 CCs: how do you get on/off this list?
 AdminCCs: how do you get on/off this list?
 Other Recipients: what is this?

Does commenting on a ticket or corresponding on it make you a Cc, perhaps?

Do CCs of the original mail get on the CC list automatically?

In the scrip Actions, what does "Notify ... as Comment" mean?

Are the built-in Scrips (Conditions and Actions) documented anywhere?

Is there any way to disable a Scrip without deleting it?  I like to see what
options I have, and what I've customized.

I'm pretty sure that the only emails I want RT to send to the requestor are
ones that someone (owner normally) entered into RT; i.e. no autoreply on
create, nor on resolve.  I want it to seem like they emailed us, and someone
replied to them -- not like it's an automated system.
That is this script, I think:
  On Correspond Notify Requestors and Ccs with template Correspondence
as long as the Ccs are normally unset.

And I want the new owner to get an email if a ticket gets assigned to them:
  On Owner Change Notify Owner with template Transaction

... and lastly, if someone here comments on a ticket, the other people here
watching that ticket should get an email:
  On Comment Notify ? as Comment with template Comment

-- 
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner[EMAIL PROTECTED]
GenArts, Inc.   Tel: 617-492-2888
955 Mass. Ave   Fax: 617-492-2852
Cambridge, MA 02139 USA www.genarts.com
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Re: [rt-users] RT 4

[Justin Zygmont]

Jesse Vincent wrote:
If, for the sake of argument, Best Practical were to rewrite RT, what 
would you want to see in the new product?


Think big.

Jesse




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One idea I have would be to maintain a focus on simplicity.


--
Justin Zygmont
System and Network Administrator
Cityfone Telecommunications Inc

604.629.8841
justin at cityfone dot net
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RE: [rt-users] RT 4

[Scott Golby]

> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?


- Multiple Ticket Owners.

- Sub-selections in Custom Field input.  Eg) Choose a Department, you
can
  then only select certain other fields based on that choice.

- Mandatory fields.  Custom fields are weak on this currently, I can set
  something to mandatory but RT ignores it.   
  Time Worked not being filled in on ticket resolve is an issue we are
  having here.  A tick box per queue making it mandatory would be nice.

- Resolved Tickets not springing open when someone replies saying
"thanks".

- HTML in Templates so we can highlight parts of a reply better.

- Reminder system that sends out Emails to remind owners and provides
  a summary to managers showing what tickets are over due.

- LDAP/ActiveDirectory native support, particularly Groups.

- Import of Custom Fields from text file list. (cut and pasting from
  excel is soo much fun)

- A way copy a Queues setup from one system to another eg) our Dev 
  system to our Production System.

- Backup, Restore, Clustering - Enterprise level stuff built in would
  help 'sell' RT to larger organizations of the size that will pay
  for support.

Thanks,
Scott


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[rt-users] Re: RT 4

[Graham Dunn]

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.

The ability to set the complexity of the interface, based on the group
of the logged-in user. Think Google's default interface (for front-line
tech support) vs their "advanced query page" (for 2nd/3rd tier support).

We tried to get another group using RT but were rebuffed with "that's
too complex for our CSRs."

Graham

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[rt-users] Can unprivileged users modify CF?

[Gene LeDuc]

Hi All,

I have a question about group rights that someone can probably answer.

Our Story So Far: I have a form on a web page that users fill out to 
request DNS entries.  The form sends a formatted e-mail to RT and a ticket 
is created that has several custom fields.  The custom fields (like 
MachineName, IP, etc) are filled in by a scrip when the ticket is 
created.  Then a message is sent to the unprivileged user with a link so 
that he can see the ticket in RT.  If the user didn't have an account 
previously, we give him a random password so he can login.  By following 
the link in the e-mail, the user is dropped into Self-Service mode and can 
see, but not change, the ticket.


We've discovered that our users sometimes make mistakes (like duplicate 
host names, wrong IP, etc), so I'd like the user to be able to modify 
certain (but not all) of the custom fields - like MachineName, IP, OS, 
Comments.  I've assigned as many rights as I can think of, but the user 
still sees a ticket that has no modifiable fields.  I've also restarted the 
web server several times in case something's being cached.  The rights that 
I've assigned so far are:

Global
  System
Unprivileged: ModifyCustomField
  Roles
Requestor: ModifyCustomField, ModifyTicket, SeeCustomField, SeeQueue, 
ShowTicket

Specific Queue
  System
Everyone: CreateTicket, SeeQueue
Unprivileged: ModifyTicket
  Roles
Requestor: ModifyTicket, ReplyToTicket, SeeQueue, ShowTicket
Specific Custom Field
  System
Everyone: SeeCustomField
Unprivileged: ModifyCustomField

Does Self Service even have a provision for modifying tickets?  If so, what 
needs to be enabled in order to allow unprivileged users to modify custom 
fields?  I'm considering doing it via e-mail, but I'm getting tired of 
debugging scrips, and using the web would be much easier (if it's possible).


Thanks,
Gene




--
Gene LeDuc, GSEC
Security Analyst
San Diego State University 


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Re: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?

[Joop van de Wege]

mike wrote:
I hate to reply to my own question, but does anyone else see this issue 
with new tickets being generated with IDs of n+10 rather than n+1?  It 
has to be something simple/stupid that I'm missing, but I've been 
looking at it for days and am clearly overlooking something at this 
point...I offer a 6 pack of your choice of beers in exchange for a quick 
fix :)
Don't know if the folling qualifies but I have had the same issue but 
then I'm using Oracle. With Oracle it is simple to remedy, namelijk 
adjust the caching of the sequence numbers from 20, in my case and the 
default of Oracle sequences, to nocache. This has a performance impact 
but not noticeable in our environment.

May this can also be set for MySQL on table level or server level.

Joop
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RE: [rt-users] RT 4

[Justin Brodley]

I'd like to see the following:

1. Better Documentation and resources for the product (current methods
are cumbersome and slow ie. List Archives or the Wiki)
2. Ruby on rails would be great... but as your PERL guys I assume
unrealistic.  Really a complete SOA architecture would be fantastic
3. More complexity around Custom Fields, current model is very
cumbersome  
4. Have every function and feature exported into a fully functional API
layer  
5. Ability for RT to natively sync data between multiple RT instances
(Enterprise feature set)
6. A robust change management interface that follows ITIL standards
7. Way to track SLA's based on Response and remedy commitments
8. Ability to do more site maintenance tasks in the GUI, DB backups, RTx
Extensions, Simple Branding, etc. 
9. Reporting layer utilizing the Jasper Framework 


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Jesse
Vincent
Sent: Tuesday, May 01, 2007 10:55 AM
To: RT Users
Subject: [rt-users] RT 4

If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?

Think big.

Jesse
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[rt-users] Re: Email recipients confusing!

[Gary Oberbrunner]

One more thing to add to my questions...  hope you folks don't mind.

I'd like my people here to be able to reply to a ticket from their own email
instead of the web interface sometimes, and cc RT so it goes into the record
of the ticket.  If they do that, should they just cc support-rt-comment
instead of support-rt, to prevent RT from forwarding that email to the
requestor and others?  Or is there a Condition I can use (or write) to tell
whether a certain transaction originated via email or web?

thanks;

-- 
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunner[EMAIL PROTECTED]
GenArts, Inc.   Tel: 617-492-2888
955 Mass. Ave   Fax: 617-492-2852
Cambridge, MA 02139 USA www.genarts.com
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[rt-users] RT 3.6.3 Missing date fields in spreadsheet export

[james . p . white]

I am running RT v3.6.3 under Redhat Enterprise 4. After a clean install I 
entered new tickets and built a search query to test some things out. I 
noticed that when you export your query results to a spreadsheet you end 
up missing a few date columns from the tickets table (Starts & Started). 
Was this on purpose? An oversight? Does it export these fields in 3.7? How 
can I add them back? Any help would be great. Thanks


-
James P. White III
Enterprise Site Engineering / CDC1
Phone:   302.669.4473
[EMAIL PROTECTED]
CDC1 On-Call Pager: 877-467-8552
Peregrine Queue: X1DCOUSBEAR




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[rt-users] RE: RT-Users Digest, Vol 38, Issue 3

[Steven C. Buttgereit]

"If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?

Think big."


OK...

I think I'd start by not looking at the system as a simple ticketing or help
desk system.  What it really could become (and is close in a lot of ways
already) is a generalized IT Management System (excluding for the moment
financial concerns).  I saw asset-tracking come up: great, but also project
management elements, and development management efforts would be great to
see too (did I mention multi-company support for my consulting company
friends?)... if not all in RT 4, at least in a roadmap and strategic
direction.  I believe RT is really strong contender for this sort of
management system because it has enough of the core elements that various
functional expansions could take it in a lot of interesting ways.

At our company (a retail company) we use it for our help desk, but also to
track our development activities (though they are minor) using the
Subversion integration, custom fields and some 'duct tape' code to automate
some processes.  We have tried to use it to schedule tasks for more
complicated projects and we've come close, but not quite made it work.  We
also run into some issues when our development work gets more
sophisticated... which makes sense we're turning what is now a help desk
system (basically) into this more generalized sort of thing.

The reason I believe RT has the potential I think it does is 1) IT tends to
be task/request driven.  Requests come in and they may be for a new piece of
hardware or reporting a bug with an application... both start with
'requests' typically, though their life cycles are quite a bit different.
The other possibility is projects; but those, too, tend to get devolved into
specific tasks, assigned to specific people, which look a lot like ad hoc
user requests with status reporting, time tracking, etc.  RT has a good
existing 'responsibilities' management process in its queuing support and
also has good communication capabilities due to its email and 'people'
association capabilities.  So I already have division of labor and some
efficiencies in communication at the core.  If you start to extend this so
that requests have 'natures' (understanding that one can turn into another)
that can guide lifecycle (or should I say workflow) rules you start to
provide a tool that can more deeply manage IT activities.  A request nature
might be support that later becomes development such that I can assign
development attributes and processes to them... or spawn other 'requests'
more readily to facilitate that part of my IT organization.  Maybe it
becomes a request for a WAN project that has hardware orders, IP address
allocations, etc. and the associated requests become such that appropriate
attributes and workflows get assigned to those.  The custom field system
gets you close to a lot of these, but a more 'out-of-box' way assigning
functional value and data validation is needed.

I know a lot of what I'm talking about is vague, pie in the sky kind of
stuff, but once you premise yourself towards thinking in this way: not how
to manage a specific IT function but how to manage an IT organization, I
think you start laying the groundwork for making RT something it very likely
can become: a full fledged IT management application.  You also set the
stage for those new ideas to come forward.

Thanks,
Steven C. Buttgereit
Director of IT, Enterprise Applications Group
Party America

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Behalf Of
[EMAIL PROTECTED]
Sent: Tuesday, May 01, 2007 11:10 AM
To: rt-users@lists.bestpractical.com
Subject: RT-Users Digest, Vol 38, Issue 3
Message: 3
Date: Tue, 1 May 2007 13:54:43 -0400
From: Jesse Vincent <[EMAIL PROTECTED]>
Subject: [rt-users] RT 4
To: RT Users 
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"

If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?

Think big.

Jesse
-


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Re: [rt-users] RT 4

[Gene LeDuc]

1.  Rights
1a.  Display Rights that are inherited with grayed-out boxes.  For 
instance, if Global Everyone has SeeQueue, then have SeeQueue show with a 
grayed-out box already present in Queue Everyone.  This will make it easy 
to see effective rights and explicit rights at all levels.
1b.  Have negative Rights (Denies?).  For instance, it would be nice to 
enable ModifyTicket for Global Requestors, but take it away for Requestors 
in a specific queue.


2.  Templates
2a.  Within a template, have pulldown menus for selecting the To, Cc, and 
Bcc recipients.  For instance, in my template I can choose to send to 
requestors and user-defined, and cc admincc and user-defined.  User-defined 
could be implemented similar to "my @ToAddresses = @{$self->ToAddresses}" 
and "$self->ToAddresses->Add('[EMAIL PROTECTED]')".


3.  Queues
3a.  Let me define queue-wide variables that I can access in any template 
or scrip.  For instance, if my "UhOhBigProblems" address is 
"[EMAIL PROTECTED]" I'd like to be able to set it once in the Queue 
and then access it as something like $self->Queue->QV{"UhOhBigProblems"} in 
any of my scrips or templates.  Changing the address would then be as easy 
as making a single change at the queue level rather than a bunch of changes 
at the scrip and template level.  This would be a wonderful thing to have 
when developing new systems (while testing, the ITSO address is my address, 
for production I change it to a group address).


4.  Custom Fields
4a.  Allow me to have custom fields that are hidden in the ticket.  I would 
use these for process flow-control or just to store info that no one really 
needs to see displayed in a ticket.  Basically a way to implement a 
ticket-specific queue-wide global variable (different for each ticket, but 
accessible by all scrips and templates in this queue)..
4b.  Allow for custom fields to be defined at the queue level instead of 
having to choose global custom fields to use in the queue.


5.  Scrip execution
5a.  Make it easy (or easier) to determine the order in which scrips are 
executed, transactions are generated, templates are run.  For instance, I 
have a scrip that does a $self->TicketObj->SetOwner and 
$self->TicketObj->SetPriority.  I would like to know that the resulting 
transactions will not be triggered until everything associated with this 
scrip is complete.


Thanks for asking!

At 10:54 AM 5/1/2007, Jesse Vincent wrote:

If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?

Think big.

Jesse



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--
Gene LeDuc, GSEC
Security Analyst
San Diego State University 


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Re: [rt-users] RT 4

[Raj Mathur]

On Tuesday 01 May 2007 23:24, Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?

First thing that comes to mind:

Remove embedded code in HTML and use a templating system or equivalent 
to make an MVC-compliant app.

Regards,

-- Raju
-- 
Raj Mathur           [EMAIL PROTECTED]   http://kandalaya.org/
       GPG: 78D4 FC67 367F 40E2 0DD5  0FEF C968 D0EF CC68 D17F
                      It is the mind that moves
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Re: [rt-users] RT 4

[Nicolas Chuche]

3.  Queues
3a.  Let me define queue-wide variables that I can access in any template
or scrip.  For instance, if my "UhOhBigProblems" address is

[...]

4.  Custom Fields
4a.  Allow me to have custom fields that are hidden in the ticket.  I would
use these for process flow-control or just to store info that no one really


If I understand your needs, for those 2 you can perhaps use RT::Attribute.
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Re: [rt-users] RT 4

[Bob Goldstein]

>
>If, for the sake of argument, Best Practical were to rewrite RT, what  
>would you want to see in the new product?
>

1. Full functional API, both local and network accessible.
   I have in mind integrating RT with other apps, possibly
   point-to-point, or with some SOA/message bus.  This could
   mean RT-to-RT sync, account provisioning-to-RT, RT-to-other helpdesk,
   extra funtionalities like AT, and so on.  

   Do I remember correctly that some RT-ness (like checks for privilege)
   take place in the mason components?  If so, that should be moved
   to the perl modules, so that the API would contain all this goodness.
   In particular, it should be possible to write an entirely new
   UI, at whatever complexity the author wishes, and have it safely
   interoperate with the official RT UI on the same RT instance.

2. Better development docs.  Maybe I just want the API above to be
   well documented, I'm not sure.  But I want to understand the code
   architecture and data model at something higher than the subroutine
   or file level, and lower than the UI.

3. Other features could be built on top, by you or others.  Ad hoc reports,
   adjustment of cron jobs from the UI (e.g. send mail to ticket owners
   if the consultant hasn't responded in 2 days, ...), project tracking
   (maybe integrate RT into Trac), more formal change management,
   calendar integration (an RT ticket might be linked to, or create,
   a meeting on a calendar, or sync RT todo list with a calendar/pda).

bobg
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[rt-users] Re: InnoDB Ticket IDs incrementing by 10?

[Graham Dunn]

mike wrote:
> Hello,
>  
> Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
> incrementing their ticket numbers/IDs by n+10 -
>  
Are you using multiple-master replication?

http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html

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[rt-users] All comments/replies to e-mail

[Steve Finkelstein]

Hi all,

I set this up myself with a prior employer, but can't for the life of me
recall how I went about it. I used to have RT send ALL comments/replies
to my INBOX. This includes my own comments/replies. I do this because
it's easier for me to search through e-mail for resolved tickets than
through the query builder.

I thought it was default behavior with a particular script, but I
suppose not. I'm using RT 3.6.1.

Thanks!

- sf
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RE: [rt-users] RT 4

[mfuller]

1) Better docs
2) Better API (we want to integrate with our Vtiger system)
3) Better security
4) Expanded external authentication

We use multiple systems and use a single SQL database for authentication of
usernames and passwords


Mark Fuller

BandTel Engineering






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RE: [rt-users] RT 4

[Jacob Helwig]

Even though it's not necessarily things that should be added into RT
itself, these are things that we've wanted to see in regards to RT.

A way to keep track of daily/weekly recurring tasks integrated into RT
would be nice.  Assign task X to group Y.  Anyone in group Y can
update/complete the task.  Every $recurrence days
(Daily/Weekly/Mon,Wed,Fri/etc) a new instance of the task shows up,
automatically.  Basically part of Hiveminder within RT.  So far, this is
the only thing preventing us from completely getting rid of our old help
desk application, since we haven't really been able to find a
replacement that just "feels right".

The ability to send out "random" (for definable values of "random")
feedback surveys that include ticket history/number, and definable
questions for the requestors of a ticket to fill out.  Having the filled
out surveys linked directly within the ticket details, and from
searches, but only to "managers", and other key people.  Stats about
number of surveys sent out vs number completed, and time to completion
Would Be Nice(TM).  We have started working on this using custom fields,
custom field permissions, and external an CGI/database, but having it
more tightly integrated into RT would be nice.

Integrating some of the excellent add-ons that others have created would
be another nice thing.  RTx-Calendar, RTx-EmailCompletion, and
jscalendar for example.

The only other things that we really wanted to see added, we've been
able to add on our own, so far: Soft closing tickets (ticket actually
closes after X days in "pending" status), tracking items sent out in
regards to tickets, weekly reports of items sent out.

-- 
Jacob Helwig
PC Technician
Busch's Help Desk
Desk: x35221
Direct: 734-214-8221

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Jesse
Vincent
Sent: Tuesday, May 01, 2007 1:55 PM
To: RT Users
Subject: [rt-users] RT 4

If, for the sake of argument, Best Practical were to rewrite RT, what  
would you want to see in the new product?

Think big.

Jesse
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Re: [rt-users] RT 4

[Jesse Vincent]

[ I'm not generally going to be trying to address folks' suggestions,  
but wanted to set one fact straight here]


On May 1, 2007, at 3:58 PM, Bob Goldstein wrote:


If, for the sake of argument, Best Practical were to rewrite RT, what
would you want to see in the new product?





   Do I remember correctly that some RT-ness (like checks for  
privilege)

   take place in the mason components?


No, that is not the case. Any access control checks done in the UI  
layer are done so as to not present people with UI for things they  
can't do.







PGP.sig
Description: This is a digitally signed message part
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Re: [rt-users] RT 4

[Fernando Frota Machado de Morais]

Em Terça 01 Maio 2007 15:05, Tomasz Wlodek escreveu:

- A "duplicate" option, usefull when people complains/ask for lots of things 
in a single ticket)

- A tool to "undo" merge

- the abilities of RTIR to emphasize IPs and domains, or embedded RTIR without 
default queues and scripts





-- 
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IR Team - Divisao de Redes de Comunicacao
Centro de Computacao
Universidade Federal de Minas Gerais
Brasil
Tel. +55(31)3499.4007  Fax. +55(31)3499.4004

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[rt-users] some web paths wrong (where are these set?)

[Jim Gottlieb]

I'm installing RT (3.6.3) for the first time and it basically seems to
be working, but some images are missing and the Javascript goodies
don't appear and in my Apache log I see lines like:

[error] [Mason] File does not exist: 
/usr/share/rt3/html/User/rt3/NoAuth/js/titlebox-state.js
[error] [Mason] File does not exist: 
/usr/share/rt3/html/User/rt3/NoAuth/images/bplogo.gif
[error] [Mason] File does not exist: 
/usr/share/rt3/html/rt3/User/rt3/User/Prefs.html
[error] [Mason] File does not exist: 
/usr/share/rt3/html/rt3/User/rt3/NoAuth/images/favicon.png

I can't figure out where it's getting those long pathnames.

% locate titlebox-state.js
/usr/share/rt3/html/NoAuth/js/titlebox-state.js

I have RT set up in the root of a virtual domain name:

Set( $WebBaseURL , "http://rt.nccom.com";);
Set( $WebPath , "/");

And my Apache config is:


ServerAdmin [EMAIL PROTECTED]
DocumentRoot /usr/share/rt3/html
Servername rt.nccom.com
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /usr/sbin/webmux.pl
ErrorLog logs/rt-error_log
CustomLog logs/rt-access_log combined
  
AllowOverride All
Options ExecCGI FollowSymLinks
RewriteEngine On
RedirectMatch permanent (.*)/$ $1/index.html
AddDefaultCharset UTF-8
SetHandler perl-script
PerlHandler RT::Mason
  
  
SetHandler perl-script
PerlHandler RT::Mason
  



Any hints would be appreciated.  I am using Fedora Core 6 if that
matters.  Thanks...
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Re: [rt-users] All comments/replies to e-mail

[Isaac Vetter]

Steve Finkelstein wrote:


Hi all,

I set this up myself with a prior employer, but can't for the life of me
recall how I went about it. I used to have RT send ALL comments/replies
to my INBOX. This includes my own comments/replies. I do this because
it's easier for me to search through e-mail for resolved tickets than
through the query builder.


Set($NotifyActor, 1);

in etc/RT_SiteConfig.pm


Isaac Vetter


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RE: [rt-users] RT 4

[Scott T. Hildreth]

On Tue, 2007-05-01 at 12:18 -0700, Justin Brodley wrote:
> I'd like to see the following:
> 
> 1. Better Documentation and resources for the product (current methods
> are cumbersome and slow ie. List Archives or the Wiki)
> 2. Ruby on rails would be great... 

 Just curious, why ror.  I would be that RT4 would be written 
 using Jifty.

> but as your PERL guys I assume
> unrealistic.  Really a complete SOA architecture would be fantastic
> 3. More complexity around Custom Fields, current model is very
> cumbersome  
> 4. Have every function and feature exported into a fully functional API
> layer  
> 5. Ability for RT to natively sync data between multiple RT instances
> (Enterprise feature set)
> 6. A robust change management interface that follows ITIL standards
> 7. Way to track SLA's based on Response and remedy commitments
> 8. Ability to do more site maintenance tasks in the GUI, DB backups, RTx
> Extensions, Simple Branding, etc. 
> 9. Reporting layer utilizing the Jasper Framework 
> 
> 
> -Original Message-
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf Of Jesse
> Vincent
> Sent: Tuesday, May 01, 2007 10:55 AM
> To: RT Users
> Subject: [rt-users] RT 4
> 
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
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> 
-- 
Scott T. Hildreth <[EMAIL PROTECTED]>
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Re: [rt-users] RT 4

[Jeff Voskamp]

>If, for the sake of argument, Best Practical were to rewrite RT, what
>would you want to see in the new product?

Since time is money it would be nice if the Time(Estimated,Left,Worked) 
functionality could be factored out so the

equivalent money items could be tracked.

Jeff Voskamp
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Re: [rt-users] RT 4

[james . p . white]

I would like to see fully customizable ajax validation for both custom 
fields and all other fields. See link Below for example.

http://tetlaw.id.au/upload/dev/validation/


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[EMAIL PROTECTED]
CDC1 On-Call Pager: 877-467-8552
Peregrine Queue: X1DCOUSBEAR



[EMAIL PROTECTED] wrote on 05/01/2007 01:54:43 PM:

> If, for the sake of argument, Best Practical were to rewrite RT, what 
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> [attachment "PGP.sig" deleted by James P White/DE/ONE] 
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Re: [rt-users] RT 4

[Gene LeDuc]

Thanks, Nicolas.  I'll see what I can find in RT::Attributes.

At 12:56 PM 5/1/2007, Nicolas Chuche wrote:

3.  Queues
3a.  Let me define queue-wide variables that I can access in any template
or scrip.  For instance, if my "UhOhBigProblems" address is

[...]

4.  Custom Fields
4a.  Allow me to have custom fields that are hidden in the ticket.  I would
use these for process flow-control or just to store info that no one really


If I understand your needs, for those 2 you can perhaps use RT::Attribute.



--
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Security Analyst
San Diego State University 


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Re: [rt-users] RT 4

[Mathew]

A dynamic interface which didn't require a page refresh for every click.
 Something along the lines of AJAX.

Mathew

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse
> 
> 
> 
> 
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Fwd: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?

[mike]

yes indeed - the master is now set to

mysql> SHOW VARIABLES LIKE 'auto_inc%';
+--+---+
| Variable_name| Value |
+--+---+
| auto_increment_increment | 1  |
| auto_increment_offset| 1 |
+--+---+

and the slave is

mysql> SHOW VARIABLES LIKE 'auto_inc%';
+--+---+
| Variable_name| Value |
+--+---+
| auto_increment_increment | 1 |
| auto_increment_offset| 2 |
+--+---+
2 rows in set (0.00 sec)

prior to making the change suggested, the master was configured as:


Current database: rt3

+--+---+
| Variable_name| Value |
+--+---+
| auto_increment_increment | 10|
| auto_increment_offset| 1 |
+--+---+
2 rows in set (0.00 sec)

do I need to reload mysql, or is this a hot-fix?  needless to say, i am not
a DBA, let alone terribly cluey with MySQL (but learning more every day) ;).

Thank you very much for the assistance, it's very much appreciated and I owe
Mark Roedel a six-pack for the initial assist :)



On 5/1/07, Graham Dunn <[EMAIL PROTECTED]> wrote:


mike wrote:
> Hello,
>
> Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
> incrementing their ticket numbers/IDs by n+10 -
>
Are you using multiple-master replication?

http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html

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Re: [rt-users] Re: InnoDB Ticket IDs incrementing by 10?

[mike]

hmmdoes this require a restart of mysql?  It now *looks* correct, but is
still incrementing n+10?

mysql> SHOW VARIABLES LIKE 'auto_inc%';
+--+---+
| Variable_name| Value |
+--+---+
| auto_increment_increment | 1 |
| auto_increment_offset| 1 |
+--+---+

I made this change as as the root/dba account, so I'm confused...



On 5/1/07, mike <[EMAIL PROTECTED]> wrote:


  yes indeed - the master is now set to

mysql> SHOW VARIABLES LIKE 'auto_inc%';
+--+---+
| Variable_name| Value |
+--+---+
| auto_increment_increment | 1  |
| auto_increment_offset| 1 |
+--+---+

and the slave is

mysql> SHOW VARIABLES LIKE 'auto_inc%';
+--+---+
| Variable_name| Value |
+--+---+
| auto_increment_increment | 1 |
| auto_increment_offset| 2 |
+--+---+
2 rows in set (0.00 sec)

prior to making the change suggested, the master was configured as:


Current database: rt3

+--+---+
| Variable_name| Value |
+--+---+
| auto_increment_increment | 10|
| auto_increment_offset| 1 |
+--+---+
2 rows in set (0.00 sec)

do I need to reload mysql, or is this a hot-fix?  needless to say, i am
not a DBA, let alone terribly cluey with MySQL (but learning more every
day) ;).

Thank you very much for the assistance, it's very much appreciated and I
owe Mark Roedel a six-pack for the initial assist :)



On 5/1/07, Graham Dunn <[EMAIL PROTECTED]> wrote:
>
> mike wrote:
> > Hello,
> >
> > Since upgrading to RT 3.6.3, I've noticed that all of our tickets are
> > incrementing their ticket numbers/IDs by n+10 -
> >
> Are you using multiple-master replication?
>
> http://dev.mysql.com/doc/refman/5.0/en/replication-auto-increment.html
>
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Re: [rt-users] RT 4

[Benjamin Robson]

Thanks for asking Jesse,

My number 1 desire would be: Ability to group Unprivileged Users.

That is, allow Unpriv users to be grouped per Company or even a sub-set 
Company-Department, such that all correspondence on tickets can be viewed 
by members of the same Company or Company-Department.  When RT is 
currently used to service external customers, it requires a bodge to 
insert other unpriv users of the same company as a Cc.  RT needs a way to 
group Unpriv users to form Company or Company-Department sets and that 
users can then opt-in or opt-out of receiving all tickets associated with 
their company or company-department.

Hope that makes sense.

BenR

-- 









Jesse Vincent <[EMAIL PROTECTED]> 
Sent by: [EMAIL PROTECTED]
02/05/2007 03:54 AM

To
RT Users 
cc

Subject
[rt-users] RT 4






If, for the sake of argument, Best Practical were to rewrite RT, what 
would you want to see in the new product?

Think big.

Jesse
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Re: [rt-users] some web paths wrong (where are these set?)

[Jim Gottlieb]

On 2007-05-01 at 13:17, Jim Gottlieb (that's me) wrote:

> [error] [Mason] File does not exist: 
> /usr/share/rt3/html/User/rt3/NoAuth/js/titlebox-state.js
> 
> I can't figure out where it's getting those long pathnames.

I still don't know where it picked up these paths, but I have fixed
this with the following aliases in my Apache config:

Alias noauth/ /usr/share/rt3/html/NoAuth/
Alias NoAuth/ /usr/share/rt3/html/NoAuth/
Alias User/ /usr/share/rt3/html/User/

I needed both the noauth and NoAuth as it seems to use both in
different places.
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[rt-users] Re: RT 4

[Jon Forrest]

Jesse Vincent wrote:
If, for the sake of argument, Best Practical were to rewrite RT, what 
would you want to see in the new product?


A "native mode" ticket deletion function. I know that Ruslan wrote
a ticket remover but my understanding is that RT was designed
assuming that tickets wouldn't be deleted. In these days of
massive spam, I don't think that's a reasonable assumption.

 --
Jon Forrest
Unix Computing Support
College of Chemistry
173 Tan Hall
University of California Berkeley
Berkeley, CA
94720-1460
510-643-1032
[EMAIL PROTECTED]

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RE: [rt-users] RT 4

[James Alspach]

Jesse;

First let me say "Thank you" for soliciting our thoughts.  This is at
the heart of why I prefer to use open source software.  It is not the
money you may save but the proximity to the people whose hands are
actually in the code.

There are a few things we would like to see that have already been
mentioned.  I will still mention them again here just to reinforce. 
Also, I know many of the things we are looking for may be covered using
plug-in or workarounds but, since we are just tossing out ideas, I
included those as well.

1) Asset tracking
A way to track the lifetime of a piece of equipment along with
any upgrades, problems, etc...

2) Configuration / change management
It would be nice for our help desk people to be able to look to
see if work had recently been done on a specific server.  If a problem
seems to be related to that work, set the owner of the server ticket as
the owner or a watcher on the new tickets being opened.   Also, the
ability of that tech to see what was done and why so that he can decide
whether or not to roll the changes back.

3) Built in ability to customize screens
Users in group A see RTFM and a list of their open tickets but
otherwise only see the self service screen.
Users in group b see RTFM and their tickets and also have the
ability to search.

4) Built in management reports
Average ticket close time by tech, closed tickets by tech, top
10 requestors, etc...

5) Ability to print a hard copy summary of a ticket.  
Something that generally fits on one page and gives an overview
of the problem and solution (if there is one).

6) Active Directory interface
This would allow us to set up users in AD and give them access
to RT right there.

We are not actually using RT (yet?) so these things may be less
important than they seem now and /or we may come up with other things
later, but the above are the things that my managers questioned when we
first started looking into RT.


Thanks again;
James

PS I just read someone suggest an AJAX interface. That would be cool
especially if combined with #3 and #4 above.  A dashboard type interface
that a person could modify (think Google desktop or the like) up to the
limits set by the admins.  Plus the ability to build a 'window' on the
dashboard that is the result of a saved search.  Now that would be nice!


James Alspach
Systems Applications Technician
Shasta County Office of Education


> -Original Message-
> From: [EMAIL PROTECTED] [mailto:rt-users-
> [EMAIL PROTECTED] On Behalf Of Jesse Vincent
> Sent: Tuesday, May 01, 2007 10:55 AM
> To: RT Users
> Subject: [rt-users] RT 4
> 
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
> 
> Think big.
> 
> Jesse


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Re: [rt-users] RT 4

[Robert Long]

Thanks for asking Jesse!

- I'd like to jump on the AJAX bandwagon, I know, I scoff too but it
would be nifty.   More flexibility in the layout.

- Official support for LDAP

- wildcard user names - for example if I didn't want to give everyone
create privs on a queue but did want everyone @companyA, would be nice
to do [EMAIL PROTECTED] ...

- search builder should have an option to sum or count queries - would
be useful for adding up all the hours in a particular queue, how many
tickets requested by users in a particular time, etc

- a way to set the order in which scrips run, doesn't need to be
terribly granular, maybe 3 groups you could put them into, say 1, 2 and
3.  Run all the scrips in the first group, then the second, the the 3rd.

.r'

Jesse Vincent wrote:
> If, for the sake of argument, Best Practical were to rewrite RT, what
> would you want to see in the new product?
>
> Think big.
>
> Jesse
> 
>
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Re: [rt-users] RT 4

[Fernando Frota Machado de Morais]

A way to extract and print "service orders" to field personnel (field staff?). 
We are in charge a telephone system and we need to print extracts of the 
ticketst to instruct the technicians that will fix the customer problems. 
Something like the "extract articles" option.

>
> 5) Ability to print a hard copy summary of a ticket.
>   Something that generally fits on one page and gives an overview
> of the problem and solution (if there is one).
>

-- 
 Fernando Frota Machado de Morais
IR Team - Divisao de Redes de Comunicacao
Centro de Computacao
Universidade Federal de Minas Gerais
Brasil
Tel. +55(31)3499.4007  Fax. +55(31)3499.4004

 /"\
 \ /  Campanha da fita ASCII - contra mail html
  X   ASCII ribbon campaign - against html mail
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Re: [rt-users] RT 4

[Pedro Santa]

Hi Jesse!

Here it goes then... :)

- Tickets Moderation!!: Even with spamfilters some spam still reaches
RT. So, in order to have a clean RT I would like to have an moderation
interface similar to mailman's approval/moderation interface.
Something like, "Tickets waiting for moderation". This would make the
RT Database lot less spammed. Rejected tickets would inform the
requestor of the rejection.

- RSS feeds: Why not!

- A Global costumizable CSS.

That's all I remember... for now.

The best regards.

Pedro Machado Santa
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Re: [rt-users] Re: RT 4

[Mathew Snyder]

Shredder is actually native in the 3.7 devel release.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Jon Forrest wrote:
> Jesse Vincent wrote:
>> If, for the sake of argument, Best Practical were to rewrite RT, what
>> would you want to see in the new product?
> 
> A "native mode" ticket deletion function. I know that Ruslan wrote
> a ticket remover but my understanding is that RT was designed
> assuming that tickets wouldn't be deleted. In these days of
> massive spam, I don't think that's a reasonable assumption.
> 
>  --
> Jon Forrest
> Unix Computing Support
> College of Chemistry
> 173 Tan Hall
> University of California Berkeley
> Berkeley, CA
> 94720-1460
> 510-643-1032
> [EMAIL PROTECTED]
> 
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Re: [rt-users] RT 4

[Robert Blayzor]

Pedro Santa wrote:
> - Tickets Moderation!!: Even with spamfilters some spam still reaches
> RT. So, in order to have a clean RT I would like to have an moderation
> interface similar to mailman's approval/moderation interface.
> Something like, "Tickets waiting for moderation". This would make the
> RT Database lot less spammed. Rejected tickets would inform the
> requestor of the rejection.
> 
> - RSS feeds: Why not!
> 
> - A Global costumizable CSS.


I would have to agree with the three above, all great ideas that
probably be nice additions to the current version or new version if
possible.

Ticket moderation is a good idea; maybe even something as simple as if a
ticket comes in via email a confirmation email and link is provided.  I
know this might not work in all cases... or maybe even have a queue for
approved new tickets, some make it into the appropriate queue, while
others can be discarded.

RSS would be nice...  Many RSS clients would allow a quick view at the
queues.

And yes, global CSS for the look and feel. (ie: skins) would be nice.

-- 
Robert Blayzor, BOFH
INOC, LLC
rblayzor\@(inoc.net|gmail.com)
PGP: 0x66F90BFC @ http://pgp.mit.edu
Key fingerprint = 6296 F715 038B 44C1 2720  292A 8580 500E 66F9 0BFC

Nostalgia:  The good old days multiplied by a bad memory...
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Re: [rt-users] RT 4

[Mathew Snyder]

RSS already exists in 3.6

Mathew
Keep up with me and what I'm up to: http://theillien.blogspot.com


Pedro Santa wrote:
> Hi Jesse!
> 
> Here it goes then... :)
> 
> - Tickets Moderation!!: Even with spamfilters some spam still reaches
> RT. So, in order to have a clean RT I would like to have an moderation
> interface similar to mailman's approval/moderation interface.
> Something like, "Tickets waiting for moderation". This would make the
> RT Database lot less spammed. Rejected tickets would inform the
> requestor of the rejection.
> 
> - RSS feeds: Why not!
> 
> - A Global costumizable CSS.
> 
> That's all I remember... for now.
> 
> The best regards.
> 
> Pedro Machado Santa
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[rt-users] Help on getting RT-Extension-ResetPassword from BestPractical SVN

[Pedro Santa]

Hi all!

Could someone help me to get/checkout RT-Extension-ResetPassword from
Best Practical SVN, wich is documented here:
http://wiki.bestpractical.com/index.cgi?PasswordReminder

Which is the URl of the repository? It needs a password?

I tried out but always got failed attempts and 405 errors. :S

Thanks in advance.

The best regards.

Pedro Machado Santa
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[rt-users] Re: RT 4

[Philip Kime]

One thing I saw mentioned was Mandatory field support - we implemented a
pretty robust Mandatory field system in RT here with a separate checkbox
so that validation and Mandatory are separate. Also pushed all the code
into the core API so it works via REST, email and GUI. This has been
submitted as patches against 3.6.3.

Another thing is the ability to display (and sort by) the RealName of
users everywhere instead of the Name field. This is crucial in (silly)
places where the policy is to have completely numeric usernames (like
AD/LDAP authentication where corporate policy is employee IDs as
usernames ...). RT is really crippled if you can't tell easily by
looking, who did what. I have patches to put in two flags to decide
which to display, against 3.6.3. Jesse mentioned that this might already
be in 3.7 but I installed 3.7.1 and there doesn't seem to be anything in
there like this.


PK
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Re: [rt-users] Re: RT 4

[Asif Iqbal]

Would be nice to have PAM auth builtin or capabilities.

On 5/1/07, Philip Kime <[EMAIL PROTECTED]> wrote:


One thing I saw mentioned was Mandatory field support - we implemented a
pretty robust Mandatory field system in RT here with a separate checkbox
so that validation and Mandatory are separate. Also pushed all the code
into the core API so it works via REST, email and GUI. This has been
submitted as patches against 3.6.3.

Another thing is the ability to display (and sort by) the RealName of
users everywhere instead of the Name field. This is crucial in (silly)
places where the policy is to have completely numeric usernames (like
AD/LDAP authentication where corporate policy is employee IDs as
usernames ...). RT is really crippled if you can't tell easily by
looking, who did what. I have patches to put in two flags to decide
which to display, against 3.6.3. Jesse mentioned that this might already
be in 3.7 but I installed 3.7.1 and there doesn't seem to be anything in
there like this.


PK
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--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
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[rt-users] Help getting RT-Extension-ResetPassword from BestPractical SVN

[Pedro Santa]

Hi all!

Could someone help me to get/checkout RT-Extension-ResetPassword from
Best Practical SVN, wich is documented here:
http://wiki.bestpractical.com/index.cgi?PasswordReminder

Which is the URL of the repository? It needs a password?

I tried out but always got failed attempts and 405 errors. :S

Thanks in advance.

The best regards.

Pedro Machado Santa
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[rt-users] RT-Extension-ResetPassword

[Pedro Santa]

Hi all!

Could someone help me to get/checkout RT-Extension-ResetPassword from
Best Practical SVN, wich is documented here:
http://wiki.bestpractical.com/index.cgi?PasswordReminder

Which is the URL of the repository? It needs a password?

I tried out but always got failed attempts and 405 errors. :S

Thanks in advance.

The best regards.

Pedro Machado Santa
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[rt-users] Filtering incoming tickets/email

[Shannon Adams]

What I want to do is filter and discard any incoming ticket/email with 
"auto-replied (zimbra; vacation)" in the message header.  Any tips?

Thanks,
Shannon



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AW: [rt-users] Filtering incoming tickets/email

[Ham MI-ID, Torsten Brumm]

Depending on your setup procmail should help.

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: rt-users@lists.bestpractical.com 
Sent: Wed May 02 05:46:50 2007
Subject: [rt-users] Filtering incoming tickets/email

What I want to do is filter and discard any incoming ticket/email with 
"auto-replied (zimbra; vacation)" in the message header.  Any tips?

Thanks,
Shannon



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