date:20070808

I don't think there is a way in RT to perform the search you want (at least
not a straightforward one).  You're best bet is to create a custom script
to perform a mysql query that would identify tickets that would match the
following criteria:

(status is open) AND (last update was performed by the requestor) AND
(difference in time between current time and last update is greater than
one hour).

James Moseley

 Gary Oberbrunner  
 <[EMAIL PROTECTED] 
 m> To 
   James Moseley   
 08/08/2007 08:24  <[EMAIL PROTECTED]> 
 PM cc 
   rt-users@lists.bestpractical.com
   Subject 
   Re: [rt-users] Query to find open   
   tkts where customer hasn't been 
   replied to  

James Moseley wrote:
> Additionally, you probably want to use a status of 'new'.  New tickets
mean
> they haven't been touched.  Of course, new tickets don't have a 'Told'
> value.  If a ticket is open, it's been touched in some manner, but it
> doesn't mean that the customer has been responded to...
>
> Are you looking for tickets that have never been touched but are more
than
> an hour old, or you trying to identify all open tickets that simply
haven't
> been updated within the last hour?

Thanks for the reply, James.

Not that it hasn't been updated, but specifically the customer updated
the ticket (via email normally) and nobody's answered them.  They're
waiting for a response.  I don't care if a ticket hasn't been updated
for a couple of days, as long as we were the last ones to email the
customer (i.e. the ball's in their court).

If there were specific ticket states for who last updated the ticket
that would help.  Or if I could check LastUpdatedBy <> Owner that would
do it too.

Isn't this a common thing, to want to find the open tickets that aren't
being handled in a timely fashion?

== Gary

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RE: [rt-users] Scripted creation of Outlook / Exchange tasks?

2007-08-08 Thread Helmuth Ramirez

Matt, if you get this up and running would you mind sharing the setup process 
with the group?  This sounds like a pretty interesting integration, I know 
there have been many occassions when I would like to have this stuff in my 
Outlook.

Keep us posted!

-Original Message-
From: Jesse Vincent <[EMAIL PROTECTED]>
Sent: Wednesday, August 08, 2007 9:36 PM
To: lists_rt <[EMAIL PROTECTED]>
Cc: rt-users@lists.bestpractical.com 
Subject: Re: [rt-users] Scripted creation of Outlook / Exchange tasks?


On Aug 8, 2007, at 8:25 PM, lists_rt wrote:

> Hello folks!
>
> First off, I want to thank Best Practical for their brilliant system
> that made my life ten times easier.
>
> My question: has anyone ever scripted the generation of Outlook tasks
> from a *nix platform, either through some dandy Perl/Python/Ruby/etc.
> module or by manually piecing together the necessary message  
> components
> in a script and sending it via SMTP?
>
> I found the following link regarding the creation of Outlook calendar
> entries:
>
> http://www.mavetju.org/programming/outlook-ics.php
>
> I'm working to integrate the calendaring functionality into a custom
> scrip.  However, I've been unable to find a similar resource regarding
> tasklist entries instead of calendar entries.  (Our staff have
> BES-integrated Blackberries welded to their hips, so Exchange task and
>

http://search.cpan.org/dist/Data-ICal/ can generate the .vcs / .ics  
entries you need to send. You may have to hack RT up a bit to get  
them as attachments on outgoing mail

-j


> calendar integration makes RT even more valuable to us.)
>
> I know I can use some painful VBscript hacks running on a Windows  
> box to
> pull the data I need from RT and sling it at Exchange, but I would
> really, really like to keep this tidy and located on a single  
> (Linux) box :)
>
> Any pointers would be much appreciated.
>
> Thanks!
>
> -Matt
> ___
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>
> Community help: http://wiki.bestpractical.com
> Commercial support: [EMAIL PROTECTED]
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>
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Re: [rt-users] Scripted creation of Outlook / Exchange tasks?



On Aug 8, 2007, at 8:25 PM, lists_rt wrote:


Hello folks!

First off, I want to thank Best Practical for their brilliant system
that made my life ten times easier.

My question: has anyone ever scripted the generation of Outlook tasks
from a *nix platform, either through some dandy Perl/Python/Ruby/etc.
module or by manually piecing together the necessary message  
components

in a script and sending it via SMTP?

I found the following link regarding the creation of Outlook calendar
entries:

http://www.mavetju.org/programming/outlook-ics.php

I'm working to integrate the calendaring functionality into a custom
scrip.  However, I've been unable to find a similar resource regarding
tasklist entries instead of calendar entries.  (Our staff have
BES-integrated Blackberries welded to their hips, so Exchange task and



http://search.cpan.org/dist/Data-ICal/ can generate the .vcs / .ics  
entries you need to send. You may have to hack RT up a bit to get  
them as attachments on outgoing mail


-j



calendar integration makes RT even more valuable to us.)

I know I can use some painful VBscript hacks running on a Windows  
box to

pull the data I need from RT and sling it at Exchange, but I would
really, really like to keep this tidy and located on a single  
(Linux) box :)


Any pointers would be much appreciated.

Thanks!

-Matt
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PGP.sig
Description: This is a digitally signed message part
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[rt-users] Scripted creation of Outlook / Exchange tasks?

2007-08-08 Thread lists_rt

Hello folks!

First off, I want to thank Best Practical for their brilliant system
that made my life ten times easier.

My question: has anyone ever scripted the generation of Outlook tasks
from a *nix platform, either through some dandy Perl/Python/Ruby/etc.
module or by manually piecing together the necessary message components
in a script and sending it via SMTP?

I found the following link regarding the creation of Outlook calendar
entries:

http://www.mavetju.org/programming/outlook-ics.php

I'm working to integrate the calendaring functionality into a custom
scrip.  However, I've been unable to find a similar resource regarding
tasklist entries instead of calendar entries.  (Our staff have
BES-integrated Blackberries welded to their hips, so Exchange task and
calendar integration makes RT even more valuable to us.)

I know I can use some painful VBscript hacks running on a Windows box to
pull the data I need from RT and sling it at Exchange, but I would
really, really like to keep this tidy and located on a single (Linux) box :)

Any pointers would be much appreciated.

Thanks!

-Matt
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Re: [rt-users] Query to find open tkts where customer hasn't been replied to

2007-08-08 Thread Gary Oberbrunner

James Moseley wrote:
> Additionally, you probably want to use a status of 'new'.  New tickets mean
> they haven't been touched.  Of course, new tickets don't have a 'Told'
> value.  If a ticket is open, it's been touched in some manner, but it
> doesn't mean that the customer has been responded to...
> 
> Are you looking for tickets that have never been touched but are more than
> an hour old, or you trying to identify all open tickets that simply haven't
> been updated within the last hour?

Thanks for the reply, James.

Not that it hasn't been updated, but specifically the customer updated
the ticket (via email normally) and nobody's answered them.  They're
waiting for a response.  I don't care if a ticket hasn't been updated
for a couple of days, as long as we were the last ones to email the
customer (i.e. the ball's in their court).

If there were specific ticket states for who last updated the ticket
that would help.  Or if I could check LastUpdatedBy <> Owner that would
do it too.

Isn't this a common thing, to want to find the open tickets that aren't
being handled in a timely fashion?

== Gary

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Re: [rt-users] Reporting Solution

2007-08-08 Thread Kevin Squire

On Wed, 8 Aug 2007 17:57:10 -0300
"[EMAIL PROTECTED]" <[EMAIL PROTECTED]> wrote:

> Hi,
> 
> We been browsing Best Practical Wiki and Google in order to find any
> How-to or docs to get Resports on the RT.
> Probably someone did the work and would like to share it?
> 
> Thx.
> Seb.-

I use two little scripts (rt-count and rt-remind) both of which can be used to 
create a simple email report.  Maybe those will work.

You can get them from http://www.cs.kent.ac.uk/people/staff/tdb/rt3/

-- 
http://gentgeen.homelinux.org

#
 Associate yourself with men of good quality if you esteem
 your own reputation; for 'tis better to be alone then in bad 
 company.- George Washington, Rules of Civility
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Re: [rt-users] Query to find open tkts where customer hasn't been replied to

Additionally, you probably want to use a status of 'new'.  New tickets mean
they haven't been touched.  Of course, new tickets don't have a 'Told'
value.  If a ticket is open, it's been touched in some manner, but it
doesn't mean that the customer has been responded to...

Are you looking for tickets that have never been touched but are more than
an hour old, or you trying to identify all open tickets that simply haven't
been updated within the last hour?


James Moseley




   
 "Ruslan Zakirov"  
 <[EMAIL PROTECTED] 
 l.com> To 
 Sent by:  "Gary Oberbrunner"  
 rt-users-bounces@ <[EMAIL PROTECTED]> 
 lists.bestpractic  cc 
 al.comrt-users@lists.bestpractical.com
   Subject 
   Re: [rt-users] Query to find open   
 08/08/2007 07:13  tkts where customer hasn't been 
 PMreplied to  
   
   
   
   
   
   




Try the following:
Queue = 'support' AND Status = 'open' AND Told < '-5 hours'

Sorry, but the UI doesn't support building queries where date fields
are compared to each other.

On 8/9/07, Gary Oberbrunner <[EMAIL PROTECTED]> wrote:
> I'd like to make a query to find all open tickets where the customer's
been
> waiting for a reply for longer than N hours.  It looks to me like Told is
the
> last time the customer was replied to, and LastUpdated is the last time
> anything happened in the ticket.  So I tried this, in the Edit Query
view:
>
>   Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated
>
> but when I apply the changes, RT says "Error near ->LastUpdated<-
expecting a
> VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated'
>  I'm lost"
>
> which is cute, but doesn't help me make my query.  How can I do this?
It's
> pretty straightforward SQL, but I'm not sure how to make a straight SQL
query
> from the interface.  Is there a mode where I can mark a query as "just
submit
> it to the database as a WHERE clause, don't try to interpret it"?
>
> Or is there a better way to do what I'm looking for?
>
> thx,
>
> --
> Gary
> ___
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Re: [rt-users] Query to find open tkts where customer hasn't been replied to

2007-08-08 Thread Gary Oberbrunner

Ruslan Zakirov wrote:
> Try the following:
> Queue = 'support' AND Status = 'open' AND Told < '-5 hours'

Simple, but unfortunately it mostly gets the cases where we're waiting for the
customer and not the other way around.

I'd be happy if I could say LastUpdatedBy <> Owner too...

> Sorry, but the UI doesn't support building queries where date fields
> are compared to each other.

Too bad.  Can I write an add-on of some kind?  I'll check the book...

-- 
Gary
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Re: [rt-users] Query to find open tkts where customer hasn't been replied to

Try the following:
Queue = 'support' AND Status = 'open' AND Told < '-5 hours'

Sorry, but the UI doesn't support building queries where date fields
are compared to each other.

On 8/9/07, Gary Oberbrunner <[EMAIL PROTECTED]> wrote:
> I'd like to make a query to find all open tickets where the customer's been
> waiting for a reply for longer than N hours.  It looks to me like Told is the
> last time the customer was replied to, and LastUpdated is the last time
> anything happened in the ticket.  So I tried this, in the Edit Query view:
>
>   Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated
>
> but when I apply the changes, RT says "Error near ->LastUpdated<- expecting a
> VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated'
>  I'm lost"
>
> which is cute, but doesn't help me make my query.  How can I do this?  It's
> pretty straightforward SQL, but I'm not sure how to make a straight SQL query
> from the interface.  Is there a mode where I can mark a query as "just submit
> it to the database as a WHERE clause, don't try to interpret it"?
>
> Or is there a better way to do what I'm looking for?
>
> thx,
>
> --
> Gary
> ___
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>
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Re: [rt-users] I forgot how to do this

my $values = RT::CustomFieldValues->new( $RT::SystemUser );
$values->LimitToCustomField( $custom_field_id );
while ( my $value = $values->Next ) {
print $value->Name, "\n";
}

On 8/8/07, Mathew Snyder <[EMAIL PROTECTED]> wrote:
> I need to get a list of all of the values for one particular custom field.  I
> had a script which did this after about a week or two of banging my head 
> against
> my desk.  However, I no longer have this script and am left banging my head
> again as I've forgotten how to gather this list up.
>
> I've tried using CustomFieldValue, CustomFieldValues, CustomField and
> CustomFields.  I can't for the life of me figure out how to do this.  Can
> someone point me in the right direction?
>
> --
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> ___
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Re: [rt-users] I forgot how to do this

2007-08-08 Thread Mathew

I'm sure I don't have to explain that sometimes people do things that
require this kind of information.  It's hard to look at the RT interface
and telepathically move the information in the custom field to the
application I'll be using it in.

That said, as the API has the functionality to do this without direct
queries to the database, I have no interest in doing things outside of
said API.  I'd rather not have to include more perl modules than
necessary (DBI) to get information that is already available via modules
I'm already using (everything in RT).

Thanks for the input though.

Mathew
Keep up with my goings on at http://theillien.blogspot.com

James Moseley wrote:
> I am sure you can do this by using a single mysql command, but...
> 
> To get the numeric id of the custom field:
> 
> mysql> select id from CustomFields where Name='';
> 
> Grab the id, then:
> 
> mysql> select * from CustomFieldValues where CustomField='';
> 
> James Moseley
> 
> 
> 
> 
>
>  Mathew Snyder 
>  <[EMAIL PROTECTED] 
>  com>   To 
>  Sent by:  RT Users
>  rt-users-bounces@   
>  lists.bestpractic  cc 
>  al.com
>Subject 
>[rt-users] I forgot how to do this  
>  08/08/2007 02:40  
>  PM
>
>
>
>
> 
> 
> 
> 
> I need to get a list of all of the values for one particular custom field.
> I
> had a script which did this after about a week or two of banging my head
> against
> my desk.  However, I no longer have this script and am left banging my head
> again as I've forgotten how to gather this list up.
> 
> I've tried using CustomFieldValue, CustomFieldValues, CustomField and
> CustomFields.  I can't for the life of me figure out how to do this.  Can
> someone point me in the right direction?
> 
> --
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> ___
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> 
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> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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> 
> 
> 
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Re: [rt-users] Search old tickets from within scrip

$user_obj->Organisation; # returns value
$user_obj->SetOrganisation('new value'); # set new value

`perldoc lib/RT/User.pm` - basic accessors
`perldoc lib/RT/User_Overlay.pm` - more methods

On 8/9/07, Keith Edmunds <[EMAIL PROTECTED]> wrote:
> On Wed, 8 Aug 2007 03:26:21 +0400, [EMAIL PROTECTED] said:
>
> > I can suggest you another way with two scrips:
> > 1) Update Company field of requestors when an user update customer
> > custom field
>
> That's a smart idea, but how does one access the requestor's company field
> (presumably "Organization") from within a scrip? Sorry, my Perl is not
> very good so a quick pointer would be appreciated.
>
> Thanks,
> Keith
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[rt-users] Reporting Solution

2007-08-08 Thread [EMAIL PROTECTED]

Hi,

We been browsing Best Practical Wiki and Google in order to find any
How-to or docs to get Resports on the RT.
Probably someone did the work and would like to share it?

Thx.
Seb.-
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[rt-users] Query to find open tkts where customer hasn't been replied to

2007-08-08 Thread Gary Oberbrunner

I'd like to make a query to find all open tickets where the customer's been
waiting for a reply for longer than N hours.  It looks to me like Told is the
last time the customer was replied to, and LastUpdated is the last time
anything happened in the ticket.  So I tried this, in the Edit Query view:

  Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated

but when I apply the changes, RT says "Error near ->LastUpdated<- expecting a
VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated'
 I'm lost"

which is cute, but doesn't help me make my query.  How can I do this?  It's
pretty straightforward SQL, but I'm not sure how to make a straight SQL query
from the interface.  Is there a mode where I can mark a query as "just submit
it to the database as a WHERE clause, don't try to interpret it"?

Or is there a better way to do what I'm looking for?

thx,

-- 
Gary
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Re: [rt-users] Search old tickets from within scrip

2007-08-08 Thread Keith Edmunds

On Wed, 8 Aug 2007 03:26:21 +0400, [EMAIL PROTECTED] said:

> I can suggest you another way with two scrips:
> 1) Update Company field of requestors when an user update customer
> custom field

That's a smart idea, but how does one access the requestor's company field
(presumably "Organization") from within a scrip? Sorry, my Perl is not
very good so a quick pointer would be appreciated.

Thanks,
Keith
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Re: [rt-users] I forgot how to do this

2007-08-08 Thread Forrest Blount

Why do you need a query to do this?  Can't you just look at Configuration->
CustomFields->YourCustomField and view its current value options?

If you need to do a SQL query, use:
SELECT DISTINCT CustomFieldValues.Name FROM CustomFieldValues JOIN
CustomFields ON CustomFields.id=CustomFieldValues.CustomField WHERE
CustomField.Name='YourCustomField' AND CustomFieldValues.Disabled=0;

If you want ALL customfieldvalues for the field (and not just the current
ones) get rid of the Disabled specification.

Forrest

On 8/8/07, James Moseley <[EMAIL PROTECTED]> wrote:
>
> I am sure you can do this by using a single mysql command, but...
>
> To get the numeric id of the custom field:
>
> mysql> select id from CustomFields where Name='';
>
> Grab the id, then:
>
> mysql> select * from CustomFieldValues where CustomField='';
>
> James Moseley
>
>
>
>
>
>  Mathew Snyder
>  <[EMAIL PROTECTED]
>  com>   To
>  Sent by:  RT Users
>  rt-users-bounces@ 
>  lists.bestpractic  cc
>  al.com
>Subject
>[rt-users] I forgot how to do this
>  08/08/2007 02:40
>  PM
>
>
>
>
>
>
>
>
> I need to get a list of all of the values for one particular custom field.
> I
> had a script which did this after about a week or two of banging my head
> against
> my desk.  However, I no longer have this script and am left banging my
> head
> again as I've forgotten how to gather this list up.
>
> I've tried using CustomFieldValue, CustomFieldValues, CustomField and
> CustomFields.  I can't for the life of me figure out how to do this.  Can
> someone point me in the right direction?
>
> --
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
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>
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Re: [rt-users] I forgot how to do this

I am sure you can do this by using a single mysql command, but...

To get the numeric id of the custom field:

mysql> select id from CustomFields where Name='';

Grab the id, then:

mysql> select * from CustomFieldValues where CustomField='';

James Moseley




   
 Mathew Snyder 
 <[EMAIL PROTECTED] 
 com>   To 
 Sent by:  RT Users
 rt-users-bounces@   
 lists.bestpractic  cc 
 al.com
   Subject 
   [rt-users] I forgot how to do this  
 08/08/2007 02:40  
 PM
   
   
   
   




I need to get a list of all of the values for one particular custom field.
I
had a script which did this after about a week or two of banging my head
against
my desk.  However, I no longer have this script and am left banging my head
again as I've forgotten how to gather this list up.

I've tried using CustomFieldValue, CustomFieldValues, CustomField and
CustomFields.  I can't for the life of me figure out how to do this.  Can
someone point me in the right direction?

--
Keep up with me and what I'm up to: http://theillien.blogspot.com
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[rt-users] I forgot how to do this

2007-08-08 Thread Mathew Snyder

I need to get a list of all of the values for one particular custom field.  I
had a script which did this after about a week or two of banging my head against
my desk.  However, I no longer have this script and am left banging my head
again as I've forgotten how to gather this list up.

I've tried using CustomFieldValue, CustomFieldValues, CustomField and
CustomFields.  I can't for the life of me figure out how to do this.  Can
someone point me in the right direction?

-- 
Keep up with me and what I'm up to: http://theillien.blogspot.com
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AW: [rt-users] Another rights question

To the Rights Questioni'm really missing a right like UnOwnTicket...!!!

-- 
 Thanks in advance
 
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID
:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
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-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Benjamin Weser
Gesendet: Mittwoch, 8. August 2007 16:33
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Another rights question

Hi everybody,

just saw the request of Torsten and Ruslan's answer to it.

I have a similar situation (bug??) here: A user with the rights
CreateTicket
ReplyTicket
SeeQueue
ShowTicket
Watch
can create a ticket but also set Status and the Owner while creating the
ticket.

In the mail list I've found a solution to automatically assign a ticket
to somebody while creating it. If this would overwrite the described
behavior it would be ok for me. But shouldn't have the user no rights at
all to set the values Owner and Status? If a really stupid user decides
to choose "Resolved", nobody will bother about the ticket.

Will this be fixed in the next version too? Regarding to Ruslans answer
those fields won't be visible at all in the next version. Is that right?
Maybe I will sit here and wait for so long then ;)

Ben
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Re: [rt-users] Custom Fields and Rights Question / maybe a bug

2007-08-08 Thread Kenneth Crocker


To all,


	"It would be great if, in future versions, you could specify mandatory 
for ticket creation and mandatory for ticket resolution."

Here Here! That is an excellent suggestion.

Kenn
LBNL

Forrest Blount wrote:

Regarding what makes a field "mandatory":

What I'd love to see (and what I initially assumed the "mandatory" 
option provided) was for fields to be required before a ticket could be 
resolved.


We have yet to implement the mandatory feature on any queues here 
because, for the vast majority of the time, the fields we'd love to 
require don't contain information we have when the request is made, but 
rather pertain to the steps/process we go through to resolve a ticket.


It would be great if, in future versions, you could specify mandatory 
for ticket creation and mandatory for ticket resolution.


Forrest

On 8/8/07, * Ruslan Zakirov* <[EMAIL PROTECTED] 
> wrote:


On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]
> wrote:
 >
 >
 >
 > H, an new right would not fix the core of the problemi
think this
 > not only occurs on create, this can also hapen at resolve time.
What exactly can happen?

 >
 >  From the workflow point of view we have the situation that a
user creates a
 > ticket with only limited rights, later groups working at the same
ticket
 > have more rights and have to set this cf, later groups only need
to see what
 > happens with this ticket and resolve this...
Ok, if user who creates a ticket has no right to set/modify a CF and
some privileged user should set it later, then why this CF is
mandatory? I think it shouldn't be.

 >
 >  I think to bypass the mandatory check and only display the cf if
needed but
 > with no chance to ut something should be a cleaner solution?!?
"ut" == "put"?

What should we show? Disabled input/select box? User can not set a
field then why should we confuse him by showing it?

 >
 >  Torsten
 >
 >  -Original Message-
 >  From: [EMAIL PROTECTED] 
<[EMAIL PROTECTED] >
 >  To: Ham MI-ID, Torsten Brumm
 >  CC: rt-users@lists.bestpractical.com

 > mailto:rt-users@lists.bestpractical.com>>
 >  Sent: Wed Aug 08 18:02:08 2007
 >  Subject: Re: Re: [rt-users] Custom Fields and Rights Question /
maybe a bug
 >
 >  If a CF is mandatory then all users who can create tickets in queues
 >  CF applies to must have 'ModifyCustomField' right. I think this way.
 >  Do you have another ideas? At least as I understand this the way it
 >  work now.
 >
 >  I was thinking about while fixing bug in 3.7 and came to two ideas:
 >  1) Mandatory CFs must have default value. So when people
couldn't set
 >  a CF then we apply default and the fact that the CF is mandatory
 >  doesn't prevent creation.
 >  2) We can add new 'SetCustomFieldOnCreate' right which can be useful
 >  in many workflows and also admins would be able to allow users to
 >  create tickets with mandatory fields, but deny changing a field
after
 >  that.
 >
 >  Both ideas are subject of RT 3.8 only, as I said we can only
back port
 >  a patch from 3.8 to avoid confusion of users and admins.
 >
 >  On 8/8/07, Ham MI-ID, Torsten Brumm <
[EMAIL PROTECTED]
> wrote:
 >  >
 >  >
 >  >
 >  > Hi ruslan,
 >  >
 >  >  Yes for a normal cf this is not critical, but together with a
cf set to
 >  > mandatory this becomes critical, because the user is not able
to create a
 >  > ticket via gui anymore for this queue :-(
 >  >
 >  >  Torsten
 >  >
 >  >
 >  >  -Original Message-
 >  >  From: [EMAIL PROTECTED]
 <[EMAIL PROTECTED]
>
 >  >  To: Ham MI-ID, Torsten Brumm
 >  >  CC: rt-users@lists.bestpractical.com

 >  > mailto:rt-users@lists.bestpractical.com>>
 >  >  Sent: Wed Aug 08 16:13:33 2007
 >  >  Subject: Re: [rt-users] Custom Fields and Rights Question /
maybe a bug
 >  >
 >  >  On 8/8/07, Ham MI-ID, Torsten Brumm
<[EMAIL PROTECTED] >
 > wrote:
 >  >  > Hi RT Users, Developers,
 >  >  >
 >  >  > i'm not 100% sure if this is a bug or if i'm again too dumb...
 >  >  >
 >  >  > For a Custom Field, I can grant the following Group Rights:
 >  >  >
 >  >  > SeeCustomField
 >  >  > ModifyCustomField
 >  >  > AdminCustomField
 >  >  >
 >  >  > >From my point of understanding, SeeCustomFields allows a
user to see
 > the
 >  > CF and it's content, but not to change it?
 >  >  right

Re: [rt-users] Custom Fields and Rights Question / maybe a bug

2007-08-08 Thread Kenneth Crocker

To all,

	I can think of many situations where I could have a business group 
watching the progress (workflow status, etc.) of a ticket that is 
set/modified using a custom field. They need to see it because they are 
affected, but I do not want them to change it.

Kenn
LBNL

Ruslan Zakirov wrote:

On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:

H, an new right would not fix the core of the problemi think this
not only occurs on create, this can also hapen at resolve time.

What exactly can happen?

 From the workflow point of view we have the situation that a user creates a
ticket with only limited rights, later groups working at the same ticket
have more rights and have to set this cf, later groups only need to see what
happens with this ticket and resolve this...

Ok, if user who creates a ticket has no right to set/modify a CF and
some privileged user should set it later, then why this CF is
mandatory? I think it shouldn't be.

 I think to bypass the mandatory check and only display the cf if needed but
with no chance to ut something should be a cleaner solution?!?

"ut" == "put"?

What should we show? Disabled input/select box? User can not set a
field then why should we confuse him by showing it?

 Torsten

 -Original Message-
 From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
 To: Ham MI-ID, Torsten Brumm
 CC: rt-users@lists.bestpractical.com

 Sent: Wed Aug 08 18:02:08 2007
 Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

 If a CF is mandatory then all users who can create tickets in queues
 CF applies to must have 'ModifyCustomField' right. I think this way.
 Do you have another ideas? At least as I understand this the way it
 work now.

 I was thinking about while fixing bug in 3.7 and came to two ideas:
 1) Mandatory CFs must have default value. So when people couldn't set
 a CF then we apply default and the fact that the CF is mandatory
 doesn't prevent creation.
 2) We can add new 'SetCustomFieldOnCreate' right which can be useful
 in many workflows and also admins would be able to allow users to
 create tickets with mandatory fields, but deny changing a field after
 that.

 Both ideas are subject of RT 3.8 only, as I said we can only back port
 a patch from 3.8 to avoid confusion of users and admins.

 On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
 >
 >
 >
 > Hi ruslan,
 >
 >  Yes for a normal cf this is not critical, but together with a cf set to
 > mandatory this becomes critical, because the user is not able to create a
 > ticket via gui anymore for this queue :-(
 >
 >  Torsten
 >
 >
 >  -Original Message-
 >  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
 >  To: Ham MI-ID, Torsten Brumm
 >  CC: rt-users@lists.bestpractical.com
 > 
 >  Sent: Wed Aug 08 16:13:33 2007
 >  Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug
 >
 >  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]>
wrote:
 >  > Hi RT Users, Developers,
 >  >
 >  > i'm not 100% sure if this is a bug or if i'm again too dumb...
 >  >
 >  > For a Custom Field, I can grant the following Group Rights:
 >  >
 >  > SeeCustomField
 >  > ModifyCustomField
 >  > AdminCustomField
 >  >
 >  > >From my point of understanding, SeeCustomFields allows a user to see
the
 > CF and it's content, but not to change it?
 >  right
 >
 >  >
 >  > ModifyCustomFields grant him the right to change the Content of the CF
 > and AdminCF grants him the right to change this CF, is this correct so
far?
 >  AdminCF allow user to admin a CF, add new possible values, change
type...
 >  ModifyCF allow user to modify value(s) of a CF on tickets or objects
 >  this particular CF applies to.
 >
 >  >
 >  > If the point above is correct, then if a user that only have the
rights
 > SeeCustomField should only be able to see this field and content, but
should
 > not be able to change the content?
 >  right.
 >
 >  >
 >  > OK, now my problem and why I'm thinking that's a bug...
 >  >
 >  > If a user creates a ticket in a queue with a custom field assigned and
he
 > has only the right SeeCustomField at this CF, he should see the field but
 > should not be able to enter something there?!? But he is...!...is this
the
 > correct way of handling the ACL or do I something wrong?
 >  Yeah, there is a small bug on create. User see fields he can see even
 >  if he can't modify them, but as far as I know user gets 'permission
 >  denied' after creation for fields he can't modify.
 >
 >  In 3.7 development branch we don't show fields user can't modify on
 >  the create ticket page anymore. I think we can backport that fix.
 >
 >  >
 >  > Its under RT 3.6.4 and I have double checked the rights, the global
 > rights, group rights and user rights...
 >  >
 >  > Any Ideas or hints or understand I the rights Setup for CF totally
 > wrong???
 >  > --
 >  >  Thanks in advance
 >  >  
 >  > : Torsten Brumm
 >  > :
 >  > : Kuehne + Nagel
 >  > : HAM - MI-ID
 >

AW: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>
>
>
> H, an new right would not fix the core of the problemi think this
>> not only occurs on create, this can also hapen at resolve time.
>What exactly can happen?

What happens? I think, from my scenario the last user in the list, the one who 
should close the ticket can't do this...he can see the CF but has no right to 
change it, this is ok, the groups in front of this user should do this,  
and yes, you are right if it is mandatory, they have to...

>>
>>  From the workflow point of view we have the situation that a user creates a
>> ticket with only limited rights, later groups working at the same ticket
>> have more rights and have to set this cf, later groups only need to see what
>> happens with this ticket and resolve this...
>Ok, if user who creates a ticket has no right to set/modify a CF and
>some privileged user should set it later, then why this CF is
>mandatory? I think it shouldn't be.

>>
>>  I think to bypass the mandatory check and only display the cf if needed but
>> with no chance to ut something should be a cleaner solution?!?
>"ut" == "put"?

Yes ut = put...typo at my Blackberry

>What should we show? Disabled input/select box? User can not set a
>field then why should we confuse him by showing it?

Hmm good question if I think in deep, then, if a user has no right to change 
the field, it will be better to NOT DISPLAY it for the Create Ticket Time..

Torsten

>
>  Torsten
>
>  -Original Message-
>  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>  To: Ham MI-ID, Torsten Brumm
>  CC: rt-users@lists.bestpractical.com
> 
>  Sent: Wed Aug 08 18:02:08 2007
>  Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug
>
>  If a CF is mandatory then all users who can create tickets in queues
>  CF applies to must have 'ModifyCustomField' right. I think this way.
>  Do you have another ideas? At least as I understand this the way it
>  work now.
>
>  I was thinking about while fixing bug in 3.7 and came to two ideas:
>  1) Mandatory CFs must have default value. So when people couldn't set
>  a CF then we apply default and the fact that the CF is mandatory
>  doesn't prevent creation.
>  2) We can add new 'SetCustomFieldOnCreate' right which can be useful
>  in many workflows and also admins would be able to allow users to
>  create tickets with mandatory fields, but deny changing a field after
>  that.
>
>  Both ideas are subject of RT 3.8 only, as I said we can only back port
>  a patch from 3.8 to avoid confusion of users and admins.
>
>  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>  >
>  >
>  >
>  > Hi ruslan,
>  >
>  >  Yes for a normal cf this is not critical, but together with a cf set to
>  > mandatory this becomes critical, because the user is not able to create a
>  > ticket via gui anymore for this queue :-(
>  >
>  >  Torsten
>  >
>  >
>  >  -Original Message-
>  >  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>  >  To: Ham MI-ID, Torsten Brumm
>  >  CC: rt-users@lists.bestpractical.com
>  > 
>  >  Sent: Wed Aug 08 16:13:33 2007
>  >  Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug
>  >
>  >  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]>
> wrote:
>  >  > Hi RT Users, Developers,
>  >  >
>  >  > i'm not 100% sure if this is a bug or if i'm again too dumb...
>  >  >
>  >  > For a Custom Field, I can grant the following Group Rights:
>  >  >
>  >  > SeeCustomField
>  >  > ModifyCustomField
>  >  > AdminCustomField
>  >  >
>  >  > >From my point of understanding, SeeCustomFields allows a user to see
> the
>  > CF and it's content, but not to change it?
>  >  right
>  >
>  >  >
>  >  > ModifyCustomFields grant him the right to change the Content of the CF
>  > and AdminCF grants him the right to change this CF, is this correct so
> far?
>  >  AdminCF allow user to admin a CF, add new possible values, change
> type...
>  >  ModifyCF allow user to modify value(s) of a CF on tickets or objects
>  >  this particular CF applies to.
>  >
>  >  >
>  >  > If the point above is correct, then if a user that only have the
> rights
>  > SeeCustomField should only be able to see this field and content, but
> should
>  > not be able to change the content?
>  >  right.
>  >
>  >  >
>  >  > OK, now my problem and why I'm thinking that's a bug...
>  >  >
>  >  > If a user creates a ticket in a queue with a custom field assigned and
> he
>  > has only the right SeeCustomField at this CF, he should see the field but
>  > should not be able to enter something there?!? But he is...!...is this
> the
>  > correct way of handling the ACL or do I something wrong?
>  >  Yeah, there is a small bug on create. User see fields he can see even
>  >  if he can't modify them, but as far as I know user gets 'permission
>  >  denied' after creation for fields he can't modify.
>  >
>  >  In 3.7 development branch we don't show fields user can't modify on
>  >  t

Re: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

2007-08-08 Thread Forrest Blount

Regarding what makes a field "mandatory":

What I'd love to see (and what I initially assumed the "mandatory" option
provided) was for fields to be required before a ticket could be resolved.

We have yet to implement the mandatory feature on any queues here because,
for the vast majority of the time, the fields we'd love to require don't
contain information we have when the request is made, but rather pertain to
the steps/process we go through to resolve a ticket.

It would be great if, in future versions, you could specify mandatory for
ticket creation and mandatory for ticket resolution.

Forrest

On 8/8/07, Ruslan Zakirov <[EMAIL PROTECTED]> wrote:
>
> On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]>
> wrote:
> >
> >
> >
> > H, an new right would not fix the core of the problemi think
> this
> > not only occurs on create, this can also hapen at resolve time.
> What exactly can happen?
>
> >
> >  From the workflow point of view we have the situation that a user
> creates a
> > ticket with only limited rights, later groups working at the same ticket
> > have more rights and have to set this cf, later groups only need to see
> what
> > happens with this ticket and resolve this...
> Ok, if user who creates a ticket has no right to set/modify a CF and
> some privileged user should set it later, then why this CF is
> mandatory? I think it shouldn't be.
>
> >
> >  I think to bypass the mandatory check and only display the cf if needed
> but
> > with no chance to ut something should be a cleaner solution?!?
> "ut" == "put"?
>
> What should we show? Disabled input/select box? User can not set a
> field then why should we confuse him by showing it?
>
> >
> >  Torsten
> >
> >  -Original Message-
> >  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> >  To: Ham MI-ID, Torsten Brumm
> >  CC: rt-users@lists.bestpractical.com
> > 
> >  Sent: Wed Aug 08 18:02:08 2007
> >  Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a
> bug
> >
> >  If a CF is mandatory then all users who can create tickets in queues
> >  CF applies to must have 'ModifyCustomField' right. I think this way.
> >  Do you have another ideas? At least as I understand this the way it
> >  work now.
> >
> >  I was thinking about while fixing bug in 3.7 and came to two ideas:
> >  1) Mandatory CFs must have default value. So when people couldn't set
> >  a CF then we apply default and the fact that the CF is mandatory
> >  doesn't prevent creation.
> >  2) We can add new 'SetCustomFieldOnCreate' right which can be useful
> >  in many workflows and also admins would be able to allow users to
> >  create tickets with mandatory fields, but deny changing a field after
> >  that.
> >
> >  Both ideas are subject of RT 3.8 only, as I said we can only back port
> >  a patch from 3.8 to avoid confusion of users and admins.
> >
> >  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]>
> wrote:
> >  >
> >  >
> >  >
> >  > Hi ruslan,
> >  >
> >  >  Yes for a normal cf this is not critical, but together with a cf set
> to
> >  > mandatory this becomes critical, because the user is not able to
> create a
> >  > ticket via gui anymore for this queue :-(
> >  >
> >  >  Torsten
> >  >
> >  >
> >  >  -Original Message-
> >  >  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> >  >  To: Ham MI-ID, Torsten Brumm
> >  >  CC: rt-users@lists.bestpractical.com
> >  > 
> >  >  Sent: Wed Aug 08 16:13:33 2007
> >  >  Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a
> bug
> >  >
> >  >  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]>
> > wrote:
> >  >  > Hi RT Users, Developers,
> >  >  >
> >  >  > i'm not 100% sure if this is a bug or if i'm again too dumb...
> >  >  >
> >  >  > For a Custom Field, I can grant the following Group Rights:
> >  >  >
> >  >  > SeeCustomField
> >  >  > ModifyCustomField
> >  >  > AdminCustomField
> >  >  >
> >  >  > >From my point of understanding, SeeCustomFields allows a user to
> see
> > the
> >  > CF and it's content, but not to change it?
> >  >  right
> >  >
> >  >  >
> >  >  > ModifyCustomFields grant him the right to change the Content of
> the CF
> >  > and AdminCF grants him the right to change this CF, is this correct
> so
> > far?
> >  >  AdminCF allow user to admin a CF, add new possible values, change
> > type...
> >  >  ModifyCF allow user to modify value(s) of a CF on tickets or objects
> >  >  this particular CF applies to.
> >  >
> >  >  >
> >  >  > If the point above is correct, then if a user that only have the
> > rights
> >  > SeeCustomField should only be able to see this field and content, but
> > should
> >  > not be able to change the content?
> >  >  right.
> >  >
> >  >  >
> >  >  > OK, now my problem and why I'm thinking that's a bug...
> >  >  >
> >  >  > If a user creates a ticket in a queue with a custom field assigned
> and
> > he
> >  > has only the right SeeCustomField at this CF, he should see the field
> but
> >  > should not be able to enter

Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install

Obviously, RT is installed in /usr/local/lib/rt3.  To make custom changes
to your logo without changing the default Logo file, put the customized
Logo file in /usr/local/lib/rt3/local/htmlElements/Logo.

Next, dump the $LocalPath setting in RT_SiteConfig.pm - it's not needed.
BTW, what is the path to your RT_SiteConfig.pm file?

And what's in /usr/share/rt3?  Is this simply a symbolic link to
/usr/local/lib/rt3?


James Moseley




   
 Luke E Morgan 
 <[EMAIL PROTECTED] 
 .com>  To 
   James Moseley   
 08/08/2007 10:26  <[EMAIL PROTECTED]> 
 AM cc 
   rt-users@lists.bestpractical.com
   Subject 
   Re: [rt-users] Trying to change the 
   logo. Fedora Core 7,RT3.6.3 yum 
   install 
   
   
   
   
   
   




It appears to be almost fixed now.
The system configuration on the web interface has this line :
RT::LocalPath /usr/local/lib/rt3

so I created
/usr/local/lib/rt3/html/Elements/Logo
and made that use the local logo that I wanted.

Cleared the mason cache, restarted Apache and it worked !!

I tried altering that variable in RT_SiteConfig.pm using this line, and it
doesn't seem to have any effect 
Set( $LocalPath, '/usr/share/rt3/local/');

For the time being, I am happy to have the ability to create my own local
config, but is there a particular reason why
RT might be ignoring my SiteConfig of the LocalPath variable ?

Thank you all for your help.

(Embedded image moved to file: pic18467.gif)Inactive hide details for Re:
[rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum installRe:
[rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install

   
 (Embedded (Embedded image moved to file: pic26500.gif)
 image 
 moved to  
 file: Re: [rt-users] Trying to change the logo. Fedora Core 7,
 pic06334. RT3.6.3 yum install 
 gif)  
   
   (Embedded image moved to file: pic19169.gif)
   James Moseley   
 (Embedded image moved to  
 file: pic15724.gif)   
 to:   
   (Embedded image moved   
   to file: pic11478.gif)  
   Luke E Morgan, rt-users 
  (Embedded image moved to file:   
  pic29358.gif)
  08/08/2007 15:44 
   
   





Luke, just realized my response below was not sent to the list yesterday.
Reading your recent post, I just noticed something from your original post
yesterday:

> It has been installed into
> /usr/share/rt3
> I've created /usr/local/rt3/html/Elements/
> and copied the Logo file into that directory.

I am not familiar with the FC7 yum package of RT, but if the RT is
installed in /usr/share/rt3, why did you create your 'local' directory in
/usr/local?

You should have copied the Logo file to: /usr/share/rt3/local/html/Elements
(if you install from source, you have to create the Elements directory).

Unless there is something odd about the FC7 package, you currently have put
your Logo file in a directory (/

Re: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>
>
>
> H, an new right would not fix the core of the problemi think this
> not only occurs on create, this can also hapen at resolve time.
What exactly can happen?

>
>  From the workflow point of view we have the situation that a user creates a
> ticket with only limited rights, later groups working at the same ticket
> have more rights and have to set this cf, later groups only need to see what
> happens with this ticket and resolve this...
Ok, if user who creates a ticket has no right to set/modify a CF and
some privileged user should set it later, then why this CF is
mandatory? I think it shouldn't be.

>
>  I think to bypass the mandatory check and only display the cf if needed but
> with no chance to ut something should be a cleaner solution?!?
"ut" == "put"?

What should we show? Disabled input/select box? User can not set a
field then why should we confuse him by showing it?

>
>  Torsten
>
>  -Original Message-
>  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>  To: Ham MI-ID, Torsten Brumm
>  CC: rt-users@lists.bestpractical.com
> 
>  Sent: Wed Aug 08 18:02:08 2007
>  Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug
>
>  If a CF is mandatory then all users who can create tickets in queues
>  CF applies to must have 'ModifyCustomField' right. I think this way.
>  Do you have another ideas? At least as I understand this the way it
>  work now.
>
>  I was thinking about while fixing bug in 3.7 and came to two ideas:
>  1) Mandatory CFs must have default value. So when people couldn't set
>  a CF then we apply default and the fact that the CF is mandatory
>  doesn't prevent creation.
>  2) We can add new 'SetCustomFieldOnCreate' right which can be useful
>  in many workflows and also admins would be able to allow users to
>  create tickets with mandatory fields, but deny changing a field after
>  that.
>
>  Both ideas are subject of RT 3.8 only, as I said we can only back port
>  a patch from 3.8 to avoid confusion of users and admins.
>
>  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>  >
>  >
>  >
>  > Hi ruslan,
>  >
>  >  Yes for a normal cf this is not critical, but together with a cf set to
>  > mandatory this becomes critical, because the user is not able to create a
>  > ticket via gui anymore for this queue :-(
>  >
>  >  Torsten
>  >
>  >
>  >  -Original Message-
>  >  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>  >  To: Ham MI-ID, Torsten Brumm
>  >  CC: rt-users@lists.bestpractical.com
>  > 
>  >  Sent: Wed Aug 08 16:13:33 2007
>  >  Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug
>  >
>  >  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]>
> wrote:
>  >  > Hi RT Users, Developers,
>  >  >
>  >  > i'm not 100% sure if this is a bug or if i'm again too dumb...
>  >  >
>  >  > For a Custom Field, I can grant the following Group Rights:
>  >  >
>  >  > SeeCustomField
>  >  > ModifyCustomField
>  >  > AdminCustomField
>  >  >
>  >  > >From my point of understanding, SeeCustomFields allows a user to see
> the
>  > CF and it's content, but not to change it?
>  >  right
>  >
>  >  >
>  >  > ModifyCustomFields grant him the right to change the Content of the CF
>  > and AdminCF grants him the right to change this CF, is this correct so
> far?
>  >  AdminCF allow user to admin a CF, add new possible values, change
> type...
>  >  ModifyCF allow user to modify value(s) of a CF on tickets or objects
>  >  this particular CF applies to.
>  >
>  >  >
>  >  > If the point above is correct, then if a user that only have the
> rights
>  > SeeCustomField should only be able to see this field and content, but
> should
>  > not be able to change the content?
>  >  right.
>  >
>  >  >
>  >  > OK, now my problem and why I'm thinking that's a bug...
>  >  >
>  >  > If a user creates a ticket in a queue with a custom field assigned and
> he
>  > has only the right SeeCustomField at this CF, he should see the field but
>  > should not be able to enter something there?!? But he is...!...is this
> the
>  > correct way of handling the ACL or do I something wrong?
>  >  Yeah, there is a small bug on create. User see fields he can see even
>  >  if he can't modify them, but as far as I know user gets 'permission
>  >  denied' after creation for fields he can't modify.
>  >
>  >  In 3.7 development branch we don't show fields user can't modify on
>  >  the create ticket page anymore. I think we can backport that fix.
>  >
>  >  >
>  >  > Its under RT 3.6.4 and I have double checked the rights, the global
>  > rights, group rights and user rights...
>  >  >
>  >  > Any Ideas or hints or understand I the rights Setup for CF totally
>  > wrong???
>  >  > --
>  >  >  Thanks in advance
>  >  >  
>  >  > : Torsten Brumm
>  >  > :
>  >  > : Kuehne + Nagel
>  >  > : HAM - MI-ID
>  >  > :
>  >  > : Bauerbergweg 23-25
>  >  > : 22111 Ham

Re: [rt-users] Sorting on custom fields: still broken?


Kenn,

On Aug 8, 2007, at 12:55 PM, Kenneth Crocker wrote:


 We have not heard of an expected fix date either.


We don't generally promise fixes for things to non-customers.  
(Verified security issues are, of course, an exception.) It's one of  
the few things we actually charge money for ;).
But if you can put together a failing test and a patch, I'd love to  
see it.


Best,

Jesse



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Re: [rt-users] Sorting on custom fields: still broken?

2007-08-08 Thread Kenneth Crocker


Tim,


	We are testing 3.6.4 and have NOT been able to get the sort by a custom 
field (let alone MORE than 1) to work. We have not heard of an expected 
fix date either.


Kenn
LBNL

Timothy Smith wrote:

My client is running a customized RT 3.6.1 and they're unable to sort
searches by a custom field. I went poking around the list archives in
June and found that people using the then-current version of RT were
reporting the same woes. I noticed that a fancy new RT has come along
but didn't notice any comments to the list or in the changelog that
seemed to directly address this behavior.

Can anyone comment on whether sorting search results by a custom field
is working in the current version of RT?

Thanks.
Tim Smith
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Re[6]: [rt-users] Attachments table of RT's Mysql database

2007-08-08 Thread Boris Lytochkin

Wednesday, August 8, 2007, 7:45:08 PM, you wrote:
> I think I was envisioning "ondisk" as a new encoding meaning "the
> content is the path to the attachment's content on disk (presumably  
> named as a sha1 sum of its content) and not a prefox to the existing  
> encodings. There's not much sense in storing stuff on disk in  
> something other than raw binary format.

It's better to use my variant of attachment naming:
1) Attachment.Content = NULL, this saves disk space.
2) TransactionId.AttachmentId naming is familiar with download links in Web
interface.

So, your idea is to move selection of storage to
RT::Record::_EncodeLOB, where encoding format is selected.
But this function is used by ObjectCustomFieldValue_Overlay.pm, that
will be confused when it get 'ondisk'.

So, ContentEncoding seems to be not very good field to store 'ondisk'
flag since 'ondisk' means storage scheme, not encoding. Mixing it will
produce awkward result.

-- 
Best regards,
 Boris Lytochkinmailto:[EMAIL PROTECTED]

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AW: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

H, an new right would not fix the core of the problemi think this not 
only occurs on create, this can also hapen at resolve time.

From the workflow point of view we have the situation that a user creates a 
ticket with only limited rights, later groups working at the same ticket have 
more rights and have to set this cf, later groups only need to see what happens 
with this ticket and resolve this...

I think to bypass the mandatory check and only display the cf if needed but 
with no chance to ut something should be a cleaner solution?!?

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm
CC: rt-users@lists.bestpractical.com 
Sent: Wed Aug 08 18:02:08 2007
Subject: Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

If a CF is mandatory then all users who can create tickets in queues
CF applies to must have 'ModifyCustomField' right. I think this way.
Do you have another ideas? At least as I understand this the way it
work now.

I was thinking about while fixing bug in 3.7 and came to two ideas:
1) Mandatory CFs must have default value. So when people couldn't set
a CF then we apply default and the fact that the CF is mandatory
doesn't prevent creation.
2) We can add new 'SetCustomFieldOnCreate' right which can be useful
in many workflows and also admins would be able to allow users to
create tickets with mandatory fields, but deny changing a field after
that.

Both ideas are subject of RT 3.8 only, as I said we can only back port
a patch from 3.8 to avoid confusion of users and admins.

On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>
>
>
> Hi ruslan,
>
>  Yes for a normal cf this is not critical, but together with a cf set to
> mandatory this becomes critical, because the user is not able to create a
> ticket via gui anymore for this queue :-(
>
>  Torsten
>
>
>  -Original Message-
>  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>  To: Ham MI-ID, Torsten Brumm
>  CC: rt-users@lists.bestpractical.com
> 
>  Sent: Wed Aug 08 16:13:33 2007
>  Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug
>
>  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>  > Hi RT Users, Developers,
>  >
>  > i'm not 100% sure if this is a bug or if i'm again too dumb...
>  >
>  > For a Custom Field, I can grant the following Group Rights:
>  >
>  > SeeCustomField
>  > ModifyCustomField
>  > AdminCustomField
>  >
>  > >From my point of understanding, SeeCustomFields allows a user to see the
> CF and it's content, but not to change it?
>  right
>
>  >
>  > ModifyCustomFields grant him the right to change the Content of the CF
> and AdminCF grants him the right to change this CF, is this correct so far?
>  AdminCF allow user to admin a CF, add new possible values, change type...
>  ModifyCF allow user to modify value(s) of a CF on tickets or objects
>  this particular CF applies to.
>
>  >
>  > If the point above is correct, then if a user that only have the rights
> SeeCustomField should only be able to see this field and content, but should
> not be able to change the content?
>  right.
>
>  >
>  > OK, now my problem and why I'm thinking that's a bug...
>  >
>  > If a user creates a ticket in a queue with a custom field assigned and he
> has only the right SeeCustomField at this CF, he should see the field but
> should not be able to enter something there?!? But he is...!...is this the
> correct way of handling the ACL or do I something wrong?
>  Yeah, there is a small bug on create. User see fields he can see even
>  if he can't modify them, but as far as I know user gets 'permission
>  denied' after creation for fields he can't modify.
>
>  In 3.7 development branch we don't show fields user can't modify on
>  the create ticket page anymore. I think we can backport that fix.
>
>  >
>  > Its under RT 3.6.4 and I have double checked the rights, the global
> rights, group rights and user rights...
>  >
>  > Any Ideas or hints or understand I the rights Setup for CF totally
> wrong???
>  > --
>  >  Thanks in advance
>  >  
>  > : Torsten Brumm
>  > :
>  > : Kuehne + Nagel
>  > : HAM - MI-ID
>  > :
>  > : Bauerbergweg 23-25
>  > : 22111 Hamburg
>  > :
>  > : +49 (40) 30333 3199
>  > : +49 (40) 30333 44 3199
>  > :
>  > : [EMAIL PROTECTED]
>  > : www.kn-portal.com
>  > : icq: 78258840
>  > 
>  >
>  >
>  > Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
> (Vors.), Uwe Bielang (Stellv.), Dr. Björn Johansson (Stellv.), Bruno Mang,
> Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath,
> Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.:
> DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz:
> Contern/LuxemburgGeschäftsführender Verwaltungsrat:
> Klaus-Michael Kühne
>  > ___
>  >
> http://lists.bestpractica

Re: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

If a CF is mandatory then all users who can create tickets in queues
CF applies to must have 'ModifyCustomField' right. I think this way.
Do you have another ideas? At least as I understand this the way it
work now.

I was thinking about while fixing bug in 3.7 and came to two ideas:
1) Mandatory CFs must have default value. So when people couldn't set
a CF then we apply default and the fact that the CF is mandatory
doesn't prevent creation.
2) We can add new 'SetCustomFieldOnCreate' right which can be useful
in many workflows and also admins would be able to allow users to
create tickets with mandatory fields, but deny changing a field after
that.

Both ideas are subject of RT 3.8 only, as I said we can only back port
a patch from 3.8 to avoid confusion of users and admins.

On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>
>
>
> Hi ruslan,
>
>  Yes for a normal cf this is not critical, but together with a cf set to
> mandatory this becomes critical, because the user is not able to create a
> ticket via gui anymore for this queue :-(
>
>  Torsten
>
>
>  -Original Message-
>  From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>  To: Ham MI-ID, Torsten Brumm
>  CC: rt-users@lists.bestpractical.com
> 
>  Sent: Wed Aug 08 16:13:33 2007
>  Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug
>
>  On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
>  > Hi RT Users, Developers,
>  >
>  > i'm not 100% sure if this is a bug or if i'm again too dumb...
>  >
>  > For a Custom Field, I can grant the following Group Rights:
>  >
>  > SeeCustomField
>  > ModifyCustomField
>  > AdminCustomField
>  >
>  > >From my point of understanding, SeeCustomFields allows a user to see the
> CF and it's content, but not to change it?
>  right
>
>  >
>  > ModifyCustomFields grant him the right to change the Content of the CF
> and AdminCF grants him the right to change this CF, is this correct so far?
>  AdminCF allow user to admin a CF, add new possible values, change type...
>  ModifyCF allow user to modify value(s) of a CF on tickets or objects
>  this particular CF applies to.
>
>  >
>  > If the point above is correct, then if a user that only have the rights
> SeeCustomField should only be able to see this field and content, but should
> not be able to change the content?
>  right.
>
>  >
>  > OK, now my problem and why I'm thinking that's a bug...
>  >
>  > If a user creates a ticket in a queue with a custom field assigned and he
> has only the right SeeCustomField at this CF, he should see the field but
> should not be able to enter something there?!? But he is...!...is this the
> correct way of handling the ACL or do I something wrong?
>  Yeah, there is a small bug on create. User see fields he can see even
>  if he can't modify them, but as far as I know user gets 'permission
>  denied' after creation for fields he can't modify.
>
>  In 3.7 development branch we don't show fields user can't modify on
>  the create ticket page anymore. I think we can backport that fix.
>
>  >
>  > Its under RT 3.6.4 and I have double checked the rights, the global
> rights, group rights and user rights...
>  >
>  > Any Ideas or hints or understand I the rights Setup for CF totally
> wrong???
>  > --
>  >  Thanks in advance
>  >  
>  > : Torsten Brumm
>  > :
>  > : Kuehne + Nagel
>  > : HAM - MI-ID
>  > :
>  > : Bauerbergweg 23-25
>  > : 22111 Hamburg
>  > :
>  > : +49 (40) 30333 3199
>  > : +49 (40) 30333 44 3199
>  > :
>  > : [EMAIL PROTECTED]
>  > : www.kn-portal.com
>  > : icq: 78258840
>  > 
>  >
>  >
>  > Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
> (Vors.), Uwe Bielang (Stellv.), Dr. Björn Johansson (Stellv.), Bruno Mang,
> Alfred Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath,
> Jens Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.:
> DE 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz:
> Contern/LuxemburgGeschäftsführender Verwaltungsrat:
> Klaus-Michael Kühne
>  > ___
>  >
> 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.
>
>
>


-- 
Best regards, Ruslan.
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AW: Re: AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

At create time? Or how have you fixef this problem???

-Original Message-
From: Joe Casadonte <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm
CC: [EMAIL PROTECTED] <[EMAIL PROTECTED]>; rt-users@lists.bestpractical.com 

Sent: Wed Aug 08 17:53:33 2007
Subject: Re: AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

On 8/8/2007 11:28 AM, Ham MI-ID, Torsten Brumm wrote:

> Yes for a normal cf this is not critical, but together with a cf set to 
> mandatory this becomes critical, because the user is not able to create 
> a ticket via gui anymore for this queue :-(

We get around this by having a scrip kick off and set a default value if 
the CF has no value.

-- 
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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Re: AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug


On 8/8/2007 11:28 AM, Ham MI-ID, Torsten Brumm wrote:

Yes for a normal cf this is not critical, but together with a cf set to 
mandatory this becomes critical, because the user is not able to create 
a ticket via gui anymore for this queue :-(


We get around this by having a scrip kick off and set a default value if 
the CF has no value.


--
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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Re: Re[4]: [rt-users] Attachments table of RT's Mysql database



On Aug 8, 2007, at 10:47 AM, Boris Lytochkin wrote:


Wednesday, August 8, 2007, 6:22:31 PM, you wrote:


This might be a good place to use the ContentEncoding field to
describe an 'ondisk' encoding.


How do you expect to use this filed?
Something like '(ondisk|inDB),(base64|quoted-printable|...)'?


I think I was envisioning "ondisk" as a new encoding meaning "the  
content is the path to the attachment's content on disk (presumably  
named as a sha1 sum of its content) and not a prefox to the existing  
encodings. There's not much sense in storing stuff on disk in  
something other than raw binary format.



Best,
Jesse


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RE: Re[4]: [rt-users] Attachments table of RT's Mysql database

2007-08-08 Thread Schincke, Keith D. (JSC-IT)[MEI]

You could do that or just have 'ondisk' be a new encoding type added at
the end of the list. 
The Content field of the data base could store the path to the file
relative to a config option.

I would suggest a file size threshold option if RT starts using the file
system to store attachements. 

The folowing config options could be added:
Set( $AttachmentLocation, 'indb'|'ondisk'|'size' ) ;
Set( $AttachmentDiskStorageThreshhold, 4096 ) ;
Set( $AttachmentDiskPath, '/some/location' ) ;

Keith

-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Boris
Lytochkin
Sent: Wednesday, August 08, 2007 9:48 AM
To: Jesse Vincent
Cc: rt-users@lists.bestpractical.com
Subject: Re[4]: [rt-users] Attachments table of RT's Mysql database

Wednesday, August 8, 2007, 6:22:31 PM, you wrote:

> This might be a good place to use the ContentEncoding field to 
> describe an 'ondisk' encoding.

How do you expect to use this filed?
Something like '(ondisk|inDB),(base64|quoted-printable|...)'?

> On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote:

>> Wiki would be enough, but there is a problem in current patch state:
>> it uses special constant string inplace of real content to indicate 
>> that file is located out of DB.
>> Right way is to use flag in table. I do not think that changing 
>> scheme  witch patching is a good idea, that is why this patch must be

>> merged into RT.

> This might be a good place to use the ContentEncoding field to 
> describe an 'ondisk' encoding.

> -jesse

--
Best regards,
 Boris Lytochkin
mailto:[EMAIL PROTECTED]

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AW: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

Hi ruslan,

Yes for a normal cf this is not critical, but together with a cf set to 
mandatory this becomes critical, because the user is not able to create a 
ticket via gui anymore for this queue :-(

Torsten

-Original Message-
From: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
To: Ham MI-ID, Torsten Brumm
CC: rt-users@lists.bestpractical.com 
Sent: Wed Aug 08 16:13:33 2007
Subject: Re: [rt-users] Custom Fields and Rights Question / maybe a bug

On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
> Hi RT Users, Developers,
>
> i'm not 100% sure if this is a bug or if i'm again too dumb...
>
> For a Custom Field, I can grant the following Group Rights:
>
> SeeCustomField
> ModifyCustomField
> AdminCustomField
>
> >From my point of understanding, SeeCustomFields allows a user to see the CF 
> >and it's content, but not to change it?
right

>
> ModifyCustomFields grant him the right to change the Content of the CF and 
> AdminCF grants him the right to change this CF, is this correct so far?
AdminCF allow user to admin a CF, add new possible values, change type...
ModifyCF allow user to modify value(s) of a CF on tickets or objects
this particular CF applies to.

>
> If the point above is correct, then if a user that only have the rights 
> SeeCustomField should only be able to see this field and content, but should 
> not be able to change the content?
right.

>
> OK, now my problem and why I'm thinking that's a bug...
>
> If a user creates a ticket in a queue with a custom field assigned and he has 
> only the right SeeCustomField at this CF, he should see the field but should 
> not be able to enter something there?!? But he is...!...is this the correct 
> way of handling the ACL or do I something wrong?
Yeah, there is a small bug on create. User see fields he can see even
if he can't modify them, but as far as I know user gets 'permission
denied' after creation for fields he can't modify.

In 3.7 development branch we don't show fields user can't modify on
the create ticket page anymore. I think we can backport that fix.

>
> Its under RT 3.6.4 and I have double checked the rights, the global rights, 
> group rights and user rights...
>
> Any Ideas or hints or understand I the rights Setup for CF totally wrong???
> --
>  Thanks in advance
>  
> : Torsten Brumm
> :
> : Kuehne + Nagel
> : HAM - MI-ID
> :
> : Bauerbergweg 23-25
> : 22111 Hamburg
> :
> : +49 (40) 30333 3199
> : +49 (40) 30333 44 3199
> :
> : [EMAIL PROTECTED]
> : www.kn-portal.com
> : icq: 78258840
> 
>
>
> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Dr. Björn Johansson (Stellv.), Bruno Mang, Alfred 
> Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens 
> Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
> 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
> Contern/LuxemburgGeschäftsführender Verwaltungsrat: Klaus-Michael Kühne
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>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>


-- 
Best regards, Ruslan.
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Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install

2007-08-08 Thread Luke E Morgan


It appears to be almost fixed now.
The system configuration on the web interface has this line :
RT::LocalPath /usr/local/lib/rt3

so I created
/usr/local/lib/rt3/html/Elements/Logo
and made that use the local logo that I wanted.

Cleared the mason cache, restarted Apache and it worked !!

I tried altering that variable in RT_SiteConfig.pm using this line, and it
doesn't seem to have any effect 
Set( $LocalPath, '/usr/share/rt3/local/');

For the time being, I am happy to have the ability to create my own local
config, but is there a particular reason why
RT might be ignoring my SiteConfig of the LocalPath variable ?

Thank you all for your help.



   
   
   
   Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum
   install 
   
   
   James Moseley   
  to:  
Luke E Morgan, rt-users
   08/08/2007 15:44
   
   






Luke, just realized my response below was not sent to the list yesterday.
Reading your recent post, I just noticed something from your original post
yesterday:

> It has been installed into
> /usr/share/rt3
> I've created /usr/local/rt3/html/Elements/
> and copied the Logo file into that directory.

I am not familiar with the FC7 yum package of RT, but if the RT is
installed in /usr/share/rt3, why did you create your 'local' directory in
/usr/local?

You should have copied the Logo file to: /usr/share/rt3/local/html/Elements
(if you install from source, you have to create the Elements directory).

Unless there is something odd about the FC7 package, you currently have put
your Logo file in a directory (/usr/local/x.x.x) that will never be read by
RT.  Perhaps you simply made a typo in your post?


James Moseley





 James
 Moseley/BTV/PEGAS
 US To
   Luke E Morgan
 08/07/2007 08:35  <[EMAIL PROTECTED]>
 AM cc

   Subject
   Re: [rt-users] Trying to change the
   logo. Fedora Core 7,RT3.6.3 yum
   install(Document link: James
   Moseley)









I know this is covered somewhere in the documentation, cause I had to
figure this out at one point myself.  The method you are using below is for
versions prior to 3.6.x.  For 3.6.x versions, to change the logo you need
put customized changes in the local directory.  So, in your case, you'd
need to create /usr/local/rt3/local/html/Elements/ - then copy in the Logo
file, edit, delete the whole mason cache (looks like you are only deleting
parts of it?), and restart apache.

If that doesn't work, try getting rid of the Logo syntax in
RT_SiteConfig.pm and manually putting that stuff in the Logo file.  For
example:

")%>"width="92" height="50">

In order for the following to work, you'd need to define RT::WebImagesURL
in your RT_SiteConfig.pm:

Set($WebPath , "/rt");
Set($WebBaseURL , "https://");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");



James Moseley





 Luke E Morgan
 <[EMAIL PROTECTED]
 .com>  To
 Sent by:  rt-users@lists.bestpractical.com
 rt-users-bounces@  cc
 lists.bestpractic
 al.comSubject
   [rt-users] Trying to change the
   logo. Fedora Core 7,RT3.6.3 yum
 08/07/2007 04:20  install
 AM









I'm sure I'm just missing something simple, but I cannot seem to change the
BP logo on my install of RT 3.6.3 on Fedora Core 7.
I've installed RT using yum (lazy I know, but it works apart from this
issue).

It has been installed into
/usr/share/rt3
I've created /usr/local/rt3/html/Elements/
and copied the Logo file into that directory.

I've added the logo I want to use into /usr/share/rt3/html/N

Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install

I would assume /usr/local/lib/rt3  exists?  Is /usr/share/rt3 simply a
symbolic link to /usr/local/lib/rt3?

If RT is actually installed in /usr/local/lib, then see if
/usr/local/lib/rt3/local/html exists.

Lastly, check your Apache config and logs to see where RT is pulling the RT
logo from.  That will at least give you start.  If you still can't figure
it out, simply edit the default Logo file (instead of trying to override
the default Logo file by having the file local/html/Elements/Logo).


James Moseley




   
 Luke E Morgan 
 <[EMAIL PROTECTED] 
 .com>  To 
   James Moseley   
 08/08/2007 10:09  <[EMAIL PROTECTED]> 
 AM cc 
   rt-users@lists.bestpractical.com
   Subject 
   Re: [rt-users] Trying to change the 
   logo. Fedora Core 7,RT3.6.3 yum 
   install 
   
   
   
   
   
   




James,

Thanks for pointing that out.
I was following some instructions somewhere in setting that up.
If I can find them, and I didn't just follow them wrong, then I'll correct
them !

Unfortunately, your suggestion hasn't fixed my problem, but has got me
thinking along different lines.
I noticed these two lines in the System Configuration in the web interface
RT::MasonLocalComponentRoot /usr/local/lib/rt3/html
RT::LocalPath /usr/local/lib/rt3

Should either or both of these point to
/usr/share/rt3/local/html
??

Luke

(Embedded image moved to file: pic25547.gif)Inactive hide details for Re:
[rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum installRe:
[rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install

   
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 pic27644. RT3.6.3 yum install 
 gif)  
   
   (Embedded image moved to file: pic32757.gif)
   James Moseley   
 (Embedded image moved to  
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 to:   
   (Embedded image moved   
   to file: pic12859.gif)  
   Luke E Morgan, rt-users 
  (Embedded image moved to file:   
  pic08723.gif)
  08/08/2007 15:44 
   
   





Luke, just realized my response below was not sent to the list yesterday.
Reading your recent post, I just noticed something from your original post
yesterday:

> It has been installed into
> /usr/share/rt3
> I've created /usr/local/rt3/html/Elements/
> and copied the Logo file into that directory.

I am not familiar with the FC7 yum package of RT, but if the RT is
installed in /usr/share/rt3, why did you create your 'local' directory in
/usr/local?

You should have copied the Logo file to: /usr/share/rt3/local/html/Elements
(if you install from source, you have to create the Elements directory).

Unless there is something odd about the FC7 package, you currently have put
your Logo file in a directory (/usr/local/x.x.x) that will never be read by
RT.  Perh

Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install


On 8/8/2007 10:25 AM, Luke E Morgan wrote:


Started up apache again, and it still displays the Best Practical logo.


Try logging out and logging back in.

--
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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Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install

2007-08-08 Thread Luke E Morgan


James,

Thanks for pointing that out.
I was following some instructions somewhere in setting that up.
If I can find them, and I didn't just follow them wrong, then I'll correct
them !

Unfortunately, your suggestion hasn't fixed my problem, but has got me
thinking along different lines.
I noticed these two lines in the System Configuration in the web interface
RT::MasonLocalComponentRoot /usr/local/lib/rt3/html
RT::LocalPath /usr/local/lib/rt3

Should either or both of these point to
/usr/share/rt3/local/html
??

Luke



   
   
   
   Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum
   install 
   
   
   James Moseley   
  to:  
Luke E Morgan, rt-users
   08/08/2007 15:44
   
   






Luke, just realized my response below was not sent to the list yesterday.
Reading your recent post, I just noticed something from your original post
yesterday:

> It has been installed into
> /usr/share/rt3
> I've created /usr/local/rt3/html/Elements/
> and copied the Logo file into that directory.

I am not familiar with the FC7 yum package of RT, but if the RT is
installed in /usr/share/rt3, why did you create your 'local' directory in
/usr/local?

You should have copied the Logo file to: /usr/share/rt3/local/html/Elements
(if you install from source, you have to create the Elements directory).

Unless there is something odd about the FC7 package, you currently have put
your Logo file in a directory (/usr/local/x.x.x) that will never be read by
RT.  Perhaps you simply made a typo in your post?


James Moseley





 James
 Moseley/BTV/PEGAS
 US To
   Luke E Morgan
 08/07/2007 08:35  <[EMAIL PROTECTED]>
 AM cc

   Subject
   Re: [rt-users] Trying to change the
   logo. Fedora Core 7,RT3.6.3 yum
   install(Document link: James
   Moseley)









I know this is covered somewhere in the documentation, cause I had to
figure this out at one point myself.  The method you are using below is for
versions prior to 3.6.x.  For 3.6.x versions, to change the logo you need
put customized changes in the local directory.  So, in your case, you'd
need to create /usr/local/rt3/local/html/Elements/ - then copy in the Logo
file, edit, delete the whole mason cache (looks like you are only deleting
parts of it?), and restart apache.

If that doesn't work, try getting rid of the Logo syntax in
RT_SiteConfig.pm and manually putting that stuff in the Logo file.  For
example:

")%>"width="92" height="50">

In order for the following to work, you'd need to define RT::WebImagesURL
in your RT_SiteConfig.pm:

Set($WebPath , "/rt");
Set($WebBaseURL , "https://");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");



James Moseley





 Luke E Morgan
 <[EMAIL PROTECTED]
 .com>  To
 Sent by:  rt-users@lists.bestpractical.com
 rt-users-bounces@  cc
 lists.bestpractic
 al.comSubject
   [rt-users] Trying to change the
   logo. Fedora Core 7,RT3.6.3 yum
 08/07/2007 04:20  install
 AM









I'm sure I'm just missing something simple, but I cannot seem to change the
BP logo on my install of RT 3.6.3 on Fedora Core 7.
I've installed RT using yum (lazy I know, but it works apart from this
issue).

It has been installed into
/usr/share/rt3
I've created /usr/local/rt3/html/Elements/
and copied the Logo file into that directory.

I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images
It is a 92x50pixels jpeg.

Following suggestions from the wiki and the mailing list archives, I put
this line into the Log

Re[4]: [rt-users] Attachments table of RT's Mysql database

2007-08-08 Thread Boris Lytochkin

Wednesday, August 8, 2007, 6:22:31 PM, you wrote:

> This might be a good place to use the ContentEncoding field to
> describe an 'ondisk' encoding.

How do you expect to use this filed?
Something like '(ondisk|inDB),(base64|quoted-printable|...)'?


> On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote:

>> Wiki would be enough, but there is a problem in current patch state:
>> it uses special constant string inplace of real content to indicate
>> that file is located out of DB.
>> Right way is to use flag in table. I do not think that changing scheme
>>  witch patching is a good idea, that is why this patch must be  
>> merged into RT.

> This might be a good place to use the ContentEncoding field to  
> describe an 'ondisk' encoding.

> -jesse



-- 
Best regards,
 Boris Lytochkinmailto:[EMAIL PROTECTED]

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Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install

Luke, just realized my response below was not sent to the list yesterday.
Reading your recent post, I just noticed something from your original post
yesterday:

> It has been installed into
> /usr/share/rt3
> I've created /usr/local/rt3/html/Elements/
> and copied the Logo file into that directory.

I am not familiar with the FC7 yum package of RT, but if the RT is
installed in /usr/share/rt3, why did you create your 'local' directory in
/usr/local?

You should have copied the Logo file to: /usr/share/rt3/local/html/Elements
(if you install from source, you have to create the Elements directory).

Unless there is something odd about the FC7 package, you currently have put
your Logo file in a directory (/usr/local/x.x.x) that will never be read by
RT.  Perhaps you simply made a typo in your post?


James Moseley




   
 James 
 Moseley/BTV/PEGAS 
 US To 
   Luke E Morgan   
 08/07/2007 08:35  <[EMAIL PROTECTED]>  
 AM cc 
   
   Subject 
   Re: [rt-users] Trying to change the 
   logo. Fedora Core 7,RT3.6.3 yum 
   install(Document link: James
   Moseley)
   
   
   
   
   
   



I know this is covered somewhere in the documentation, cause I had to
figure this out at one point myself.  The method you are using below is for
versions prior to 3.6.x.  For 3.6.x versions, to change the logo you need
put customized changes in the local directory.  So, in your case, you'd
need to create /usr/local/rt3/local/html/Elements/ - then copy in the Logo
file, edit, delete the whole mason cache (looks like you are only deleting
parts of it?), and restart apache.

If that doesn't work, try getting rid of the Logo syntax in
RT_SiteConfig.pm and manually putting that stuff in the Logo file.  For
example:

")%>"width="92" height="50">

In order for the following to work, you'd need to define RT::WebImagesURL
in your RT_SiteConfig.pm:

Set($WebPath , "/rt");
Set($WebBaseURL , "https://");
Set($WebImagesURL , $WebPath . "/NoAuth/images/");



James Moseley




   
 Luke E Morgan 
 <[EMAIL PROTECTED] 
 .com>  To 
 Sent by:  rt-users@lists.bestpractical.com
 rt-users-bounces@  cc 
 lists.bestpractic 
 al.comSubject 
   [rt-users] Trying to change the 
   logo. Fedora Core 7,RT3.6.3 yum 
 08/07/2007 04:20  install 
 AM
   
   
   
   
   




I'm sure I'm just missing something simple, but I cannot seem to change the
BP logo on my install of RT 3.6.3 on Fedora Core 7.
I've installed RT using yum (lazy I know, but it works apart from this
issue).

It has been installed into
/usr/share/rt3
I've created /usr/local/rt3/html/Elements/
and copied the Logo file into that directory.

I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images
It is a 92x50pixels jpeg.

Following suggestions from the wiki and the mailing list archives, I put
this line into the Logo file :


I ha

[rt-users] Another rights question

2007-08-08 Thread Benjamin Weser

Hi everybody,

just saw the request of Torsten and Ruslan's answer to it.

I have a similar situation (bug??) here: A user with the rights
CreateTicket
ReplyTicket
SeeQueue
ShowTicket
Watch
can create a ticket but also set Status and the Owner while creating the
ticket.

In the mail list I've found a solution to automatically assign a ticket
to somebody while creating it. If this would overwrite the described
behavior it would be ok for me. But shouldn't have the user no rights at
all to set the values Owner and Status? If a really stupid user decides
to choose "Resolved", nobody will bother about the ticket.

Will this be fixed in the next version too? Regarding to Ruslans answer
those fields won't be visible at all in the next version. Is that right?
Maybe I will sit here and wait for so long then ;)

Ben
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Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install

2007-08-08 Thread Luke E Morgan

Thanks for the suggestion.  Unfortunately it doesn't seem to have helped.

I've now set /usr/local/rt3/html/Elements/Logo
to read :

Stopped apache, cleared the mason cache,
(rm -rf /var/cache/rt3/mason_cache/)

I edited my RT_SiteConfig.pm and commented out all the Logo variables and
set
Set($WebPath , "/");
Set($WebImagesURL, $WebPath . "NoAuth/images/");

Started up apache again, and it still displays the Best Practical logo.

I've also disable SElinux as it was affecting the mail delivery.
I'll get RT working first, then go back and learn SE !

I also have
Set($LogToSyslog, 'debug');

in my RT_SiteConfig.pm and there is no message in /var/log/messages when I
view an RT web page.

   Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum
   install 

   Joe Casadonte   
 to:   
   Luke E Morgan   
   08/08/2007 13:12

   Cc: 
  rt-users 
  Please respond to [EMAIL PROTECTED]   

On 8/7/2007 5:20 AM, Luke E Morgan wrote:

> I'm sure I'm just missing something simple, but I cannot seem to change
> the BP logo on my install of RT 3.6.3 on Fedora Core 7.
> I've installed RT using yum (lazy I know, but it works apart from this
> issue).
>
> It has been installed into
> /usr/share/rt3
> I've created /usr/local/rt3/html/Elements/
> and copied the Logo file into that directory.
>
> I've added the logo I want to use into /usr/share/rt3/html/NoAuth/images
> It is a 92x50pixels jpeg.

I'm using 3.6.3 (not from yum, though) and I have done the same thing,
up to this point.  However, I have something different for the Logo file
changes:

> Following suggestions from the wiki and the mailing list archives, I put
> this line into the Logo file :
>  alt="Intranet" width="<%$RT::LogoWidth%>" height="<%$RT::LogoHeight%>"
> />

Where WebBaseURL and WebImagesURL are:

Set($WebBaseURL , "http://machine.domain.com";);
Set($WebImagesURL , $WebPath . "/NoAuth/images/"); # default
Set($WebPath , "");# default

Cleared the cache and that was it.

--
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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Re: Re[2]: [rt-users] Attachments table of RT's Mysql database



On Aug 8, 2007, at 5:17 AM, Boris Lytochkin wrote:


Wiki would be enough, but there is a problem in current patch state:
it uses special constant string inplace of real content to indicate
that file is located out of DB.
Right way is to use flag in table. I do not think that changing scheme
 witch patching is a good idea, that is why this patch must be  
merged into RT.


This might be a good place to use the ContentEncoding field to  
describe an 'ondisk' encoding.


-jesse


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Re: [rt-users] Custom Fields and Rights Question / maybe a bug

On 8/8/07, Ham MI-ID, Torsten Brumm <[EMAIL PROTECTED]> wrote:
> Hi RT Users, Developers,
>
> i'm not 100% sure if this is a bug or if i'm again too dumb...
>
> For a Custom Field, I can grant the following Group Rights:
>
> SeeCustomField
> ModifyCustomField
> AdminCustomField
>
> >From my point of understanding, SeeCustomFields allows a user to see the CF 
> >and it's content, but not to change it?
right

>
> ModifyCustomFields grant him the right to change the Content of the CF and 
> AdminCF grants him the right to change this CF, is this correct so far?
AdminCF allow user to admin a CF, add new possible values, change type...
ModifyCF allow user to modify value(s) of a CF on tickets or objects
this particular CF applies to.

>
> If the point above is correct, then if a user that only have the rights 
> SeeCustomField should only be able to see this field and content, but should 
> not be able to change the content?
right.

>
> OK, now my problem and why I'm thinking that's a bug...
>
> If a user creates a ticket in a queue with a custom field assigned and he has 
> only the right SeeCustomField at this CF, he should see the field but should 
> not be able to enter something there?!? But he is...!...is this the correct 
> way of handling the ACL or do I something wrong?
Yeah, there is a small bug on create. User see fields he can see even
if he can't modify them, but as far as I know user gets 'permission
denied' after creation for fields he can't modify.

In 3.7 development branch we don't show fields user can't modify on
the create ticket page anymore. I think we can backport that fix.

>
> Its under RT 3.6.4 and I have double checked the rights, the global rights, 
> group rights and user rights...
>
> Any Ideas or hints or understand I the rights Setup for CF totally wrong???
> --
>  Thanks in advance
>  
> : Torsten Brumm
> :
> : Kuehne + Nagel
> : HAM - MI-ID
> :
> : Bauerbergweg 23-25
> : 22111 Hamburg
> :
> : +49 (40) 30333 3199
> : +49 (40) 30333 44 3199
> :
> : [EMAIL PROTECTED]
> : www.kn-portal.com
> : icq: 78258840
> 
>
>
> Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
> Uwe Bielang (Stellv.), Dr. Björn Johansson (Stellv.), Bruno Mang, Alfred 
> Manke, Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens 
> Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
> 812773878, Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
> Contern/LuxemburgGeschäftsführender Verwaltungsrat: Klaus-Michael Kühne
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>
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> 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.
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Re: [rt-users] History Display for a Ticket

2007-08-08 Thread Scott T. Hildreth

On Wed, 2007-08-08 at 08:28 -0400, Joe Casadonte wrote:
> On 8/7/2007 1:01 PM, Scott T. Hildreth wrote:
> 
> >   If I query the Transactions table, selecting only transactions for 
> > this 
> >   ticket that were created by non-RT::System ids, there are 29.  All of 
> > type
> >   RT::Ticket. If unset the $OldestTransactionsFirst, the history on the 
> > display 
> >   page shows the first 20 Tickets (non-system tickets, I added the 
> > HideTransactons override)
> >   If re-set $OldestTransactionsFirst in RT_SiteConfig.pm, stop apache, 
> > remove 
> >   mason_data/obj/*, restart apache, search for that ticket, the ticket 
> > display
> >   only shows the last 7 tickets.  I have looked at RT code and read 
> > relevant chapters
> >   in RT Essentials and I cannot figure out why the all history will not 
> > show up
> >   in the History section.  I feel like I am really overlooking 
> > something obvious, 
> >   does anyone have any ideas on what is going?
> 
> I just looked at the 3.6.3 code, and I can't see anything that would 
> limit the number of history records shown, nor do I see anything 
> different with OldestTransactionsFirst aside from ASC vs. DESC in the 
> select.  

  I couldn't find anything either.

> What code base are you on?
> 
  3.6.4, but it happens with 3.6.3 as well.  

  
-- 
Scott T. Hildreth <[EMAIL PROTECTED]>
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AW: [rt-users] Custom Fields and Rights Question / maybe a bug

OK, now i'm sure, this is a but inside the CF ACL, taken from the RT Book:

AdminCustomField -> right to change the CF Name and Values.
SeeCustomField -> right to see the CF
ModifyCustomField -> right to see and set the CF's Values.

So, from my point of view, this is not working

-- 
 Thanks in advance
 
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID
:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMAIL PROTECTED]
: www.kn-portal.com
: icq: 78258840


 
Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Dr. Björn 
Johansson (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark Reinhardt 
(Stellv.), Tim Scharwath, Jens 
Wollesen Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 
812773878, Persönlich haftende 
Gesellschaft: Kühne & Nagel A.G., Sitz: Contern/LuxemburgGeschäftsführender 
Verwaltungsrat: Klaus-Michael 
Kühne 


-Ursprüngliche Nachricht-
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Ham MI-ID, 
Torsten Brumm
Gesendet: Mittwoch, 8. August 2007 15:07
An: rt-users@lists.bestpractical.com
Betreff: [rt-users] Custom Fields and Rights Question / maybe a bug
Wichtigkeit: Hoch

Hi RT Users, Developers,

i'm not 100% sure if this is a bug or if i'm again too dumb...

For a Custom Field, I can grant the following Group Rights:

SeeCustomField
ModifyCustomField
AdminCustomField

>From my point of understanding, SeeCustomFields allows a user to see the CF 
>and it's content, but not to change it?

ModifyCustomFields grant him the right to change the Content of the CF and 
AdminCF grants him the right to change this CF, is this correct so far?

If the point above is correct, then if a user that only have the rights 
SeeCustomField should only be able to see this field and content, but should 
not be able to change the content?

OK, now my problem and why I'm thinking that's a bug...

If a user creates a ticket in a queue with a custom field assigned and he has 
only the right SeeCustomField at this CF, he should see the field but should 
not be able to enter something there?!? But he is...!...is this the correct way 
of handling the ACL or do I something wrong?

Its under RT 3.6.4 and I have double checked the rights, the global rights, 
group rights and user rights...

Any Ideas or hints or understand I the rights Setup for CF totally wrong???
-- 
 Thanks in advance
 
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID
:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMAIL PROTECTED]
: www.kn-portal.com
: icq: 78258840


 
Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Dr. Björn Johansson (Stellv.), Bruno Mang, Alfred Manke, 
Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: 
Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/LuxemburgGeschäftsführender Verwaltungsrat: Klaus-Michael Kühne 
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Re: [rt-users] Problems with rt-mailgate (postfix + ldap + aliases)

2007-08-08 Thread Kevin Falcone



On Jul 31, 2007, at 3:03 PM, Toni de la Fuente wrote:


Jul 31 20:50:39 rainbow RT: Could not record email: Could not load a
valid user (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:73)


Have you given Everyone the right CreateTickets?
Or given the user sending mail the right to create Tickets?

-kevin
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Re: [rt-users] RT-3.6.4 ShowTransaction

2007-08-08 Thread Kevin Falcone


On Jul 31, 2007, at 6:58 AM, Roy El-Hames wrote:


Hi;
line 151 in ShowTransaction there is:
my $aid =
is that a bug else what ist used for, I can't find any other  
reference to $aid anywhere else ..


Hi Roy

It looks like it was an accidental commit with some changes a few  
lines down.

It is valid perl, but obviously not right.  I've removed it in svn.

Thanks

-kevin
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[rt-users] Custom Fields and Rights Question / maybe a bug

Hi RT Users, Developers,

i'm not 100% sure if this is a bug or if i'm again too dumb...

For a Custom Field, I can grant the following Group Rights:

SeeCustomField
ModifyCustomField
AdminCustomField

>From my point of understanding, SeeCustomFields allows a user to see the CF 
>and it's content, but not to change it?

ModifyCustomFields grant him the right to change the Content of the CF and 
AdminCF grants him the right to change this CF, is this correct so far?

If the point above is correct, then if a user that only have the rights 
SeeCustomField should only be able to see this field and content, but should 
not be able to change the content?

OK, now my problem and why I'm thinking that's a bug...

If a user creates a ticket in a queue with a custom field assigned and he has 
only the right SeeCustomField at this CF, he should see the field but should 
not be able to enter something there?!? But he is...!...is this the correct way 
of handling the ACL or do I something wrong?

Its under RT 3.6.4 and I have double checked the rights, the global rights, 
group rights and user rights...

Any Ideas or hints or understand I the rights Setup for CF totally wrong???
-- 
 Thanks in advance
 
: Torsten Brumm
:
: Kuehne + Nagel
: HAM - MI-ID
:
: Bauerbergweg 23-25
: 22111 Hamburg
:
: +49 (40) 30333 3199
: +49 (40) 30333 44 3199
:
: [EMAIL PROTECTED]
: www.kn-portal.com
: icq: 78258840


 
Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.), 
Uwe Bielang (Stellv.), Dr. Björn Johansson (Stellv.), Bruno Mang, Alfred Manke, 
Thorsten Meincke, Mark Reinhardt (Stellv.), Tim Scharwath, Jens Wollesen Sitz: 
Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich 
haftende Gesellschaft: Kühne & Nagel A.G., Sitz: 
Contern/LuxemburgGeschäftsführender Verwaltungsrat: Klaus-Michael Kühne 
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Re: [rt-users] How does RT perform login?

2007-08-08 Thread Kevin Falcone


On Jul 26, 2007, at 6:53 AM, Jörg Ungermann wrote:


What is the mechanism of logging a user in?

Is it sufficient to have

- a valid session in the sessions table
- a valid cookie matching the session?

to access RT via Browser?
Can a session be hijacked this way?

We are looking for a way to login in a user automatically without  
filling the Login Page.


If you set the WebExternalAuth variable in your config, RT will obey
the REMOTE_USER set by another login source (such as a single sign-on  
system).

That may help you do what you want.

-kevin


Therefor we try to find out how RT creates a user session.
Are there differences from 3.4 to 3.6?


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Re: [rt-users] Links are not clickable


On 8/7/2007 2:21 PM, Firas Batal (QA/EMC) wrote:


This is the summary of the problem: Links are not clickable after I
have changed the Default RT at a Glance.   I am running RT 3.6.3,
Perl v5.8.3 under Linux (FC6), and MySql 5.0.27. This is not a
production site, but rather an experimental PC that carry RT 3.6.3.
I were doing some tests and experimenting when the reported problem
has happened.


Did you change the query's results columns?  If so, did you use the 
"Link" format for the columns that you want clickable?


--
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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Re: [rt-users] History Display for a Ticket

On 8/7/2007 1:01 PM, Scott T. Hildreth wrote:

If I query the Transactions table, selecting only transactions for this
ticket that were created by non-RT::System ids, there are 29. All of type
RT::Ticket. If unset the $OldestTransactionsFirst, the history on the display
page shows the first 20 Tickets (non-system tickets, I added the HideTransactons override)
If re-set $OldestTransactionsFirst in RT_SiteConfig.pm, stop apache, remove
mason_data/obj/*, restart apache, search for that ticket, the ticket display

only shows the last 7 tickets. I have looked at RT code and read
relevant chapters
in RT Essentials and I cannot figure out why the all history will not
show up
in the History section. I feel like I am really overlooking something obvious,
does anyone have any ideas on what is going?

I just looked at the 3.6.3 code, and I can't see anything that would
limit the number of history records shown, nor do I see anything
different with OldestTransactionsFirst aside from ASC vs. DESC in the
select. What code base are you on?

--
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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Re: [rt-users] Trying to change the logo. Fedora Core 7, RT3.6.3 yum install