[rt-users] Problem in canned reply
Hi, I'v installed RTFM and activated canned reply in /servicos/rt3/local/html/Callbacks/etux/ /servicos/rt3/local/html/Callbacks/etux/Elements /servicos/rt3/local/html/Callbacks/etux/Elements/MessageBox /servicos/rt3/local/html/Callbacks/etux/Elements/MessageBox/Default /servicos/rt3/local/html/Callbacks/etux/Ticket /servicos/rt3/local/html/Callbacks/etux/Ticket/Update.html /servicos/rt3/local/html/Callbacks/etux/Ticket/Update.html/BeforeMessageBox The combobox of canned reply apear when i try to reply to an email. But when i pick an option a click "GO" to add the reply to the main box it doesn't work. The main textarea remains blank. In the logs i have: [Tue Dec 4 09:53:42 2007] [error]: error:unexpected end of header error:couldn't parse head; error near: teste template (/servicos/rt3/lib/RT/Template_Overlay.pm:338) Any info? Thanks Nuno Fernandes signature.asc Description: This is a digitally signed message part. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Merged tickets 'disappearing'?
Hi Folks, We run RT 3.6.4 currently, and have noticed that if you run a report for tickets in queue X with start dates between Y and Z, then tickets that have been merged (but where both have a start date in the appropriate timespan) don't show up on the report. This is obviously a little irritating for the poor person that compiles performance reports out of RT tickets (happily, this isn't me!). Searching through the list archive I can see some discussion from earlier this year about similar issues with search and merged tickets. However, the Changelog that comes with RT 3.6.5 is near-enough useless unless you have intimate knowledge of the RT development process - is this merging issue resolved in 3.6.5? Is there a more user-friendly changelog? We have just enough local modifications to make me wary of just trying the upgrade, since it'll be a day or so's time to get things back to how they were after the upgrade... thanks in advance for any illumination, Howie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Business Hours help please
Hi ;
Can anyone help me with the code of how to determine the Business Hours
between 2 dates:
What I got :
my $hours = Business::Hours->new();
$hours->business_hours(
0 => { Name => 'Sunday', Start => undef, End => undef },
1 => { Name => 'Monday', Start => '09:00', End => '17:30' },
2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' },
3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' },
4 => { Name => 'Thursday', Start => '09:00', End => '17:30' },
5 => { Name => 'Friday', Start => '09:00', End => '17:30' },
6 => { Name => 'Saturday', Start => undef, End => undef }
);
my $wtime = $hours->for_timespan(Start => time(), End => time()+(86400*7));
my $splosh = Dumper($wtime) ;
print "$splosh nnn\n";
I get :
$VAR1 = bless( {
'negInf' => 0,
'edges' => [
1196774745,
1196789399,
1196845199,
1196875799,
1196931599,
1196962199,
1197017999,
1197048599,
1197277199,
1197307799,
1197363599,
1197379546
],
'posInf' => 0,
'empty_string' => \'-'
}, 'Set::IntSpan' );
nnn
Help please,
Thanks;
Roy
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Re: [rt-users] Scrip condition input request
I haven't been able to sort this out. When I move a ticket from our triage
queue to our TechOps queue it is still reset to new. Anyone have any thoughts
on how to get this working?
Condition: On Queue Change
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
Custom action preparation code:
return 1;
Custom action cleanup code:
if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq
"Queue") {
if ($self->TransactionObj->NewValue eq "TechOps" || $self->TicketObj->Owner !=
10) {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
}
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Re: [rt-users] Scrip condition input request
Matthew;
Why do you need the first if, as your condition is Queue change which
should compensate for :
if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq
"Queue") {
Also
$self->TransactionObj->NewValue eq "TechOps"
I am guessing this should be the Queue Id and not Name, ie number not label.
Regards;
Roy
Mathew Snyder wrote:
I haven't been able to sort this out. When I move a ticket from our triage
queue to our TechOps queue it is still reset to new. Anyone have any thoughts
on how to get this working?
Condition: On Queue Change
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
Custom action preparation code:
return 1;
Custom action cleanup code:
if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq
"Queue") {
if ($self->TransactionObj->NewValue eq "TechOps" || $self->TicketObj->Owner !=
10) {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
}
Keep up with me and what I'm up to: http://theillien.blogspot.com
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Re: [rt-users] Problem in canned reply
At Tuesday 12/4/2007 04:58 AM, Nuno Fernandes wrote: In the logs i have: [Tue Dec 4 09:53:42 2007] [error]: error:unexpected end of header error:couldn't parse head; error near: teste template (/servicos/rt3/lib/RT/Template_Overlay.pm:338) Any info? Thanks Nuno Fernandes Hi Nuno, Is the first line of your template blank? I think RT's template parser requires this. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip condition input request
Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't
seem to work before which is why it was still in there after Todd's suggestion).
I've tested it on our development server and it seems to do what I think it
should. However, I have admin rights so I need to verify with someone who's
rights are limited that it is actually working.
I've also removed the criteria that the owner not be Nobody as it seems moot for
our needs. The NewStatus method makes use of either the queue name or id.
Thanks again.
Keep up with me and what I'm up to: http://theillien.blogspot.com
Roy El-Hames wrote:
> Matthew;
>
> Why do you need the first if, as your condition is Queue change which
> should compensate for :
>
> if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field
> eq "Queue") {
>
> Also
>
> $self->TransactionObj->NewValue eq "TechOps"
>
> I am guessing this should be the Queue Id and not Name, ie number not
> label.
>
> Regards;
> Roy
>
> Mathew Snyder wrote:
>> I haven't been able to sort this out. When I move a ticket from our
>> triage
>> queue to our TechOps queue it is still reset to new. Anyone have any
>> thoughts
>> on how to get this working?
>>
>> Condition: On Queue Change
>> Action: User Defined
>> Template: Global template: Blank
>> Stage: TransactionCreate
>>
>> Custom condition:
>>
>> Custom action preparation code:
>> return 1;
>>
>> Custom action cleanup code:
>> if ($self->TransactionObj->Type eq "Set" &&
>> $self->TransactionObj->Field eq
>> "Queue") {
>> if ($self->TransactionObj->NewValue eq "TechOps" ||
>> $self->TicketObj->Owner !=
>> 10) {
>> return 0;
>> }else{
>> $self->TicketObj->SetStatus('new');
>> return 1;
>> }
>> }
>>
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>
>> If you sign up for a new RT support contract before December 31, we'll
>> take
>> up to 20 percent off the price. This sale won't last long, so get in
>> touch today. Email us at [EMAIL PROTECTED] or call us at +1
>> 617 812 0745.
>>
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: [EMAIL PROTECTED]
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>
>
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Re: [rt-users] Scrip condition input request
Well, I thought I had solved the problem. However, had noticed a potential
problem with the way I had it set up:
if ($self->TransactionObj->NewValue eq "TechOps") {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
I need the status set to new for anything that isn't coming from our triage
queue. Right now it looks as if it will avoid being set to new regardless of
which queue it comes from. This doesn't work with our policies.
I thought that if I modify it to include the old value of the triage queue it
would work. But instead, it sets it to new again.
if ($self->TransactionObj->OldValue eq "TriageQueue" &&
$self->TransactionObj->NewValue eq "TechOps") {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
I then reset the code to the former value (without the OldValue condition) and
now it sets it to new again. I'm so confrused :(
Keep up with me and what I'm up to: http://theillien.blogspot.com
Mathew Snyder wrote:
> Thanks. I removed the first 'if' as suggested by both you and Todd (this
> didn't
> seem to work before which is why it was still in there after Todd's
> suggestion).
> I've tested it on our development server and it seems to do what I think it
> should. However, I have admin rights so I need to verify with someone who's
> rights are limited that it is actually working.
>
> I've also removed the criteria that the owner not be Nobody as it seems moot
> for
> our needs. The NewStatus method makes use of either the queue name or id.
>
> Thanks again.
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
>
>
> Roy El-Hames wrote:
>> Matthew;
>>
>> Why do you need the first if, as your condition is Queue change which
>> should compensate for :
>>
>> if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field
>> eq "Queue") {
>>
>> Also
>>
>> $self->TransactionObj->NewValue eq "TechOps"
>>
>> I am guessing this should be the Queue Id and not Name, ie number not
>> label.
>>
>> Regards;
>> Roy
>>
>> Mathew Snyder wrote:
>>> I haven't been able to sort this out. When I move a ticket from our
>>> triage
>>> queue to our TechOps queue it is still reset to new. Anyone have any
>>> thoughts
>>> on how to get this working?
>>>
>>> Condition: On Queue Change
>>> Action: User Defined
>>> Template: Global template: Blank
>>> Stage: TransactionCreate
>>>
>>> Custom condition:
>>>
>>> Custom action preparation code:
>>> return 1;
>>>
>>> Custom action cleanup code:
>>> if ($self->TransactionObj->Type eq "Set" &&
>>> $self->TransactionObj->Field eq
>>> "Queue") {
>>> if ($self->TransactionObj->NewValue eq "TechOps" ||
>>> $self->TicketObj->Owner !=
>>> 10) {
>>> return 0;
>>> }else{
>>> $self->TicketObj->SetStatus('new');
>>> return 1;
>>> }
>>> }
>>>
>>>
>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>> ___
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>>
>>> If you sign up for a new RT support contract before December 31, we'll
>>> take
>>> up to 20 percent off the price. This sale won't last long, so get in
>>> touch today. Email us at [EMAIL PROTECTED] or call us at +1
>>> 617 812 0745.
>>>
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: [EMAIL PROTECTED]
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch
> today.
> Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
>
>
> 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
>
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Re: [rt-users] Problem in canned reply
On Tuesday 04 December 2007 14:34:17 Stephen Turner wrote: > At Tuesday 12/4/2007 04:58 AM, Nuno Fernandes wrote: > >In the logs i have: > > > >[Tue Dec 4 09:53:42 2007] [error]: error:unexpected end of header > > > >error:couldn't parse head; error near: > >teste template (/servicos/rt3/lib/RT/Template_Overlay.pm:338) > > > > > >Any info? > > > >Thanks > >Nuno Fernandes > > Hi Nuno, > > Is the first line of your template blank? I think RT's template > parser requires this. No.. it wasn't. It works now.. thanks!! :) I didn't find any info on the first line being blank. Where did you find it? Best regards, Nuno Fernandes > Steve > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Crontool
Does anyone know how to "activate"crontool in Windows? I'm using the Windows version of RT and would like to take advantage of the reminders option within RT. I have the script that is customized for the reminders but it requires that you run the crontool to launch it. Thanks in advance, Bill ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem in canned reply
At Tuesday 12/4/2007 09:57 AM, Nuno Fernandes wrote: No.. it wasn't. It works now.. thanks!! :) I didn't find any info on the first line being blank. Where did you find it? Best regards, Nuno Fernandes It's a bit obscure - there's a mention of it in http://wiki.bestpractical.com/view/Template . The real requirement is a blank line between mail headers and the message body in the complete mail message assembled by RT from your template plus other stuff RT adds. RT will put mail headers before your template - so if your template itself contains headers, you need a blank line between your headers and the body. If your template has no headers, the first line must be blank. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Ticket 28: Permission Denied
On a new RT installation, when updating a ticket (#28 to be specific), I get this: Results * Message recorded * Ticket 28: Permission Denied The updates I made were allowed to occur, but the Permission Denied error popped up. Any idea why? This user has full rights to update the ticket. How can I see more specifically what I tried to do and then was unable to do? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip condition input request
So Mathew I am guessing you want tickets moved to the TechOps queue to
change to new if these were moved from TriageQueue , then I would
suggest you do a queue script (ie not global) in the TechOps queue ,
with the On Queue change condition and User defined Action, return 1;
for prep code and action clean up as follows:
if ($self->TransactionObj->OldValue == 18) {
$self->TicketObj->SetStatus('new');
return 1;
} else {
return undef;
}
Change the 18 to the value of the queue id for your TriageQueue ; I
tried using Queue name did not work.
Good luck;
Roy
Mathew Snyder wrote:
Well, I thought I had solved the problem. However, had noticed a potential
problem with the way I had it set up:
if ($self->TransactionObj->NewValue eq "TechOps") {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
I need the status set to new for anything that isn't coming from our triage
queue. Right now it looks as if it will avoid being set to new regardless of
which queue it comes from. This doesn't work with our policies.
I thought that if I modify it to include the old value of the triage queue it
would work. But instead, it sets it to new again.
if ($self->TransactionObj->OldValue eq "TriageQueue" &&
$self->TransactionObj->NewValue eq "TechOps") {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
I then reset the code to the former value (without the OldValue condition) and
now it sets it to new again. I'm so confrused :(
Keep up with me and what I'm up to: http://theillien.blogspot.com
Mathew Snyder wrote:
Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't
seem to work before which is why it was still in there after Todd's suggestion).
I've tested it on our development server and it seems to do what I think it
should. However, I have admin rights so I need to verify with someone who's
rights are limited that it is actually working.
I've also removed the criteria that the owner not be Nobody as it seems moot for
our needs. The NewStatus method makes use of either the queue name or id.
Thanks again.
Keep up with me and what I'm up to: http://theillien.blogspot.com
Roy El-Hames wrote:
Matthew;
Why do you need the first if, as your condition is Queue change which
should compensate for :
if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field
eq "Queue") {
Also
$self->TransactionObj->NewValue eq "TechOps"
I am guessing this should be the Queue Id and not Name, ie number not
label.
Regards;
Roy
Mathew Snyder wrote:
I haven't been able to sort this out. When I move a ticket from our
triage
queue to our TechOps queue it is still reset to new. Anyone have any
thoughts
on how to get this working?
Condition: On Queue Change
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
Custom action preparation code:
return 1;
Custom action cleanup code:
if ($self->TransactionObj->Type eq "Set" &&
$self->TransactionObj->Field eq
"Queue") {
if ($self->TransactionObj->NewValue eq "TechOps" ||
$self->TicketObj->Owner !=
10) {
return 0;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
}
Keep up with me and what I'm up to: http://theillien.blogspot.com
___
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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll
take
up to 20 percent off the price. This sale won't last long, so get in
touch today. Email us at [EMAIL PROTECTED] or call us at +1
617 812 0745.
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
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up to 20 percent off the price. This sale won't last long, so get in touch today.
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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Buy a copy at http://rtbook.bestpractical.com
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Re: [rt-users] Scrip condition input request
I want the opposite actually. I want the status set to new for every ticket
moving to every queue *except* tickets being moved from TriageQueue to TechOps.
Keep up with me and what I'm up to: http://theillien.blogspot.com
Roy El-Hames wrote:
> So Mathew I am guessing you want tickets moved to the TechOps queue to
> change to new if these were moved from TriageQueue , then I would
> suggest you do a queue script (ie not global) in the TechOps queue ,
> with the On Queue change condition and User defined Action, return 1;
> for prep code and action clean up as follows:
> if ($self->TransactionObj->OldValue == 18) {
>$self->TicketObj->SetStatus('new');
> return 1;
> } else {
> return undef;
> }
>
> Change the 18 to the value of the queue id for your TriageQueue ; I
> tried using Queue name did not work.
>
> Good luck;
> Roy
>
> Mathew Snyder wrote:
>> Well, I thought I had solved the problem. However, had noticed a
>> potential
>> problem with the way I had it set up:
>>
>> if ($self->TransactionObj->NewValue eq "TechOps") {
>> return 0;
>> }else{
>> $self->TicketObj->SetStatus('new');
>> return 1;
>> }
>>
>> I need the status set to new for anything that isn't coming from our
>> triage
>> queue. Right now it looks as if it will avoid being set to new
>> regardless of
>> which queue it comes from. This doesn't work with our policies.
>>
>> I thought that if I modify it to include the old value of the triage
>> queue it
>> would work. But instead, it sets it to new again.
>>
>> if ($self->TransactionObj->OldValue eq "TriageQueue" &&
>> $self->TransactionObj->NewValue eq "TechOps") {
>> return 0;
>> }else{
>> $self->TicketObj->SetStatus('new');
>> return 1;
>> }
>>
>> I then reset the code to the former value (without the OldValue
>> condition) and
>> now it sets it to new again. I'm so confrused :(
>>
>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>
>>
>> Mathew Snyder wrote:
>>
>>> Thanks. I removed the first 'if' as suggested by both you and Todd
>>> (this didn't
>>> seem to work before which is why it was still in there after Todd's
>>> suggestion).
>>> I've tested it on our development server and it seems to do what I
>>> think it
>>> should. However, I have admin rights so I need to verify with
>>> someone who's
>>> rights are limited that it is actually working.
>>>
>>> I've also removed the criteria that the owner not be Nobody as it
>>> seems moot for
>>> our needs. The NewStatus method makes use of either the queue name
>>> or id.
>>>
>>> Thanks again.
>>>
>>> Keep up with me and what I'm up to: http://theillien.blogspot.com
>>>
>>>
>>> Roy El-Hames wrote:
>>>
Matthew;
Why do you need the first if, as your condition is Queue change which
should compensate for :
if ($self->TransactionObj->Type eq "Set" &&
$self->TransactionObj->Field
eq "Queue") {
Also
$self->TransactionObj->NewValue eq "TechOps"
I am guessing this should be the Queue Id and not Name, ie number not
label.
Regards;
Roy
Mathew Snyder wrote:
> I haven't been able to sort this out. When I move a ticket from our
> triage
> queue to our TechOps queue it is still reset to new. Anyone have any
> thoughts
> on how to get this working?
>
> Condition: On Queue Change
> Action: User Defined
> Template: Global template: Blank
> Stage: TransactionCreate
>
> Custom condition:
>
> Custom action preparation code:
> return 1;
>
> Custom action cleanup code:
> if ($self->TransactionObj->Type eq "Set" &&
> $self->TransactionObj->Field eq
> "Queue") {
> if ($self->TransactionObj->NewValue eq "TechOps" ||
> $self->TicketObj->Owner !=
> 10) {
> return 0;
> }else{
> $self->TicketObj->SetStatus('new');
> return 1;
> }
> }
>
>
> Keep up with me and what I'm up to: http://theillien.blogspot.com
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll
> take
> up to 20 percent off the price. This sale won't last long, so get in
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> 617 812 0745.
>
>
> 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
>
>
>>> ___
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>>>
>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>>
>>> If you sign up for a new RT support contract before December 31,
>>> we'll take
RE: [rt-users] Business Hours help please
You don't say exactly what you're looking for as output. As noted in
the Business::Hours documentation, for_timespan returns a Set::IntSpan,
which is what you're seeing in your dump. Just eyeballing things, it
looks like the 'edges' array contains Unix timestamps corresponding to
the beginnings and ends of the ranges of time between your start and end
which fall within the business hours you defined.
http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information
on working with a Set::IntSpan.
If you're just trying to get the number of business hours that occur
within your range, Business::Hours does also have a "between" subroutine
that returns the number of business seconds between two timestamps.
(See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm
for full information on Business::Hours.)
--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas USA
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Roy
El-Hames
Sent: Tuesday, December 04, 2007 7:27 AM
To: RT Users
Subject: [rt-users] Business Hours help please
Hi ;
Can anyone help me with the code of how to determine the Business Hours
between 2 dates:
What I got :
my $hours = Business::Hours->new();
$hours->business_hours(
0 => { Name => 'Sunday', Start => undef, End => undef },
1 => { Name => 'Monday', Start => '09:00', End => '17:30' },
2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' },
3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' },
4 => { Name => 'Thursday', Start => '09:00', End => '17:30' },
5 => { Name => 'Friday', Start => '09:00', End => '17:30' },
6 => { Name => 'Saturday', Start => undef, End => undef }
);
my $wtime = $hours->for_timespan(Start => time(), End =>
time()+(86400*7));
my $splosh = Dumper($wtime) ;
print "$splosh nnn\n";
I get :
$VAR1 = bless( {
'negInf' => 0,
'edges' => [
1196774745,
1196789399,
1196845199,
1196875799,
1196931599,
1196962199,
1197017999,
1197048599,
1197277199,
1197307799,
1197363599,
1197379546
],
'posInf' => 0,
'empty_string' => \'-'
}, 'Set::IntSpan' );
nnn
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Re: [rt-users] Scrip condition input request
Thanks for the help. I've sorted it out but switched things up a little:
if ($self->TransactionObj->OldValue == 1 && $self->TransactionObj->NewValue ==
15) {
return undef;
}else{
$self->TicketObj->SetStatus('new');
return 1;
}
Keep up with me and what I'm up to: http://theillien.blogspot.com
Roy El-Hames wrote:
> Sorry Ignore earlier reply ..
> use global script and the if change it to:
>
> if ($self->TransactionObj->OldValue != TriageQueue Id &&
> $self->TransactionObj->NewValue != TechOps id) {
>
> Sorry earlier mail was sent without reading your reply properly
> Roy
>
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Re: [rt-users] Business Hours help please
Hi Mark;
Thanks for your reply, I am looking for the business hours/ or seconds
between 2 time stamps I had a look at the cpan page before I emailed the
list but unfortuantely I either did not understand it or missing
something .. I also tried the between routine and can't figure it out,
I was hoping someone have actually used this module similar to the
calculation I need .. which is basically how long in working hours did
the ticket last from open to close ..
Regards;
Roy
Roedel, Mark wrote:
You don't say exactly what you're looking for as output. As noted in
the Business::Hours documentation, for_timespan returns a Set::IntSpan,
which is what you're seeing in your dump. Just eyeballing things, it
looks like the 'edges' array contains Unix timestamps corresponding to
the beginnings and ends of the ranges of time between your start and end
which fall within the business hours you defined.
http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information
on working with a Set::IntSpan.
If you're just trying to get the number of business hours that occur
within your range, Business::Hours does also have a "between" subroutine
that returns the number of business seconds between two timestamps.
(See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm
for full information on Business::Hours.)
--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas USA
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Roy
El-Hames
Sent: Tuesday, December 04, 2007 7:27 AM
To: RT Users
Subject: [rt-users] Business Hours help please
Hi ;
Can anyone help me with the code of how to determine the Business Hours
between 2 dates:
What I got :
my $hours = Business::Hours->new();
$hours->business_hours(
0 => { Name => 'Sunday', Start => undef, End => undef },
1 => { Name => 'Monday', Start => '09:00', End => '17:30' },
2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' },
3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' },
4 => { Name => 'Thursday', Start => '09:00', End => '17:30' },
5 => { Name => 'Friday', Start => '09:00', End => '17:30' },
6 => { Name => 'Saturday', Start => undef, End => undef }
);
my $wtime = $hours->for_timespan(Start => time(), End =>
time()+(86400*7));
my $splosh = Dumper($wtime) ;
print "$splosh nnn\n";
I get :
$VAR1 = bless( {
'negInf' => 0,
'edges' => [
1196774745,
1196789399,
1196845199,
1196875799,
1196931599,
1196962199,
1197017999,
1197048599,
1197277199,
1197307799,
1197363599,
1197379546
],
'posInf' => 0,
'empty_string' => \'-'
}, 'Set::IntSpan' );
nnn
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[rt-users] Self Service error
Hi,
we are on 3.7.5 trying to setup Self Service.
When trying to login with a user/password we get:
---
System error
error: Can't locate object method "new" via package "URI" (perhaps
you forgot to load "URI"?) at /opt/rt3/lib/RT/Interface/Web.pm line
178.
context:
...
174:
175:sub Redirect {
176:my $redir_to = shift;
177:untie $HTML::Mason::Commands::session;
178:my $uri = URI->new($redir_to);
179:my $server_uri = URI->new( RT->Config->Get('WebURL') );
180:
181:# If the user is coming in via a non-canonical
182:# hostname, don't redirect them to the canonical host,
...
code stack: /opt/rt3/lib/RT/Interface/Web.pm:178
/opt/rt3/share/html/autohandler:274
Any Clue?
Thanks.
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Re: [rt-users] Self Service error
On Tue, Dec 04, 2007 at 01:38:35PM -0300, [EMAIL PROTECTED] wrote:
> Hi,
>
> we are on 3.7.5 trying to setup Self Service.
RT 3.7 is a development release of RT and should not be installed in
production unless you're an RT developer or have made special support
arrangements with an RT developer. 3.7 (Like 3.3,3.3,3.5 and 3.999) is
not intended for general production deployment. Issues should be
discussed on the rt-devel mailinglist.
Best,
Jesse
>
> When trying to login with a user/password we get:
>
> ---
> System error
> error:Can't locate object method "new" via package "URI" (perhaps
> you forgot to load "URI"?) at /opt/rt3/lib/RT/Interface/Web.pm line
> 178.
> context:
> ...
> 174:
> 175: sub Redirect {
> 176: my $redir_to = shift;
> 177: untie $HTML::Mason::Commands::session;
> 178: my $uri = URI->new($redir_to);
> 179: my $server_uri = URI->new( RT->Config->Get('WebURL') );
> 180:
> 181: # If the user is coming in via a non-canonical
> 182: # hostname, don't redirect them to the canonical host,
> ...
> code stack: /opt/rt3/lib/RT/Interface/Web.pm:178
> /opt/rt3/share/html/autohandler:274
>
> Any Clue?
> Thanks.
> ___
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>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
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> up to 20 percent off the price. This sale won't last long, so get in touch
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>
>
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>
>
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>
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[rt-users] RT almost setup. Ran into a few glitches , possible path issue?
Greetings to the RT community, I have been trying to setup RT on an Ubuntu 6.06.1 machine since this morning but I've only gotten so far. I apt-get'ed the package , marked /usr/share/request-tracker3.6/html as my document root for apache (no vhosts) and added the following into my httpd.conf file. FastCgiServer /usr/share/request-tracker3.6/libexec/mason_handler.fcgi -idle-timeout 120 -processes 4 AddHandler fastcgi-script fcgi ScriptAlias / /usr/share/request-tracker3.6/libexec/mason_handler.fcgi I got up to the point where I can see the RT screen when I visit my site a http://mysite:3000/ ( I run apache on 3000) but it looks as if the stylesheets are missing somehow and so are the images. When I hover a link it looks like http://Search/Build.html and so forth. Is this a path issue? Where am I wrong? I checked everything in my /etc/request-tracker3.6/ config files there and tried many scenarios with the paths still with no luck to fix the look and the functionality of the links. By the way I have the document root /usr/share/request-tracker3.6 chowned for www-data and that includes the /etc/request-tracker3.6 files. But the problem remains that it looks like the path is wrong somehow. Can someone be of assistance ? I am loosing my head here. Many Thanks, Mario A. Spinthiras Nicosia , Cyprus ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Attachments on reply
Is there anybody out there wha can tell me a solution. Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this. Regards Holger. -- Message: 3 Date: Sun, 2 Dec 2007 10:08:03 +0100 From: "Holger Haase" <[EMAIL PROTECTED]> Subject: [rt-users] Attachments on reply To: Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="utf-8" Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, Holger. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Attachments on reply
-Ursprüngliche Nachricht- Von: Holger Haase Gesendet: Dienstag, 4. Dezember 2007 18:08 An: 'rt-users@lists.bestpractical.com' Betreff: Attachments on reply Is there anybody out there wha can tell me a solution. Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this. Regards Holger. -- Message: 3 Date: Sun, 2 Dec 2007 10:08:03 +0100 From: "Holger Haase" <[EMAIL PROTECTED]> Subject: [rt-users] Attachments on reply To: Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="utf-8" Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, Holger. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Business Hours help please
Hi Roy,
I needed a way to subtract business hours from a timestamp so I added my
own sub_seconds() method to the package. I'm not sure if I ever posted it
to the wiki, so here it is. Just include this code at the end of your
program and call it like you would the add_seconds() method. I sent the
code to the business::hours authors but I never heard anything back so I
guess it was not included.
For your purposes I think you would just assign the larger of the
timestamps to a Business::Hours object and then subtract the smaller
timestamp from it using this method.
### Need to add this to Business::Hours so I can count backwards from due date
{ package Business::Hours;
sub sub_seconds {
### This method is hacked version of add_seconds(), written by Gene
LeDuc
my $self = shift;
my $start = shift;
my $seconds = shift;
# the maximum time after which we stop searching for business hours
my $MAXTIME = (30 * 24 * 60 * 60); # 30 days
my $first;
my $period = (24 * 60 * 60);
my $begin = $start - $period;
my $hours = new Set::IntSpan;
while ($hours->empty or $self->between($hours->first, $start) <=
$seconds) {
if ($begin <= $start - $MAXTIME) {
return -1;
}
$hours = $self->for_timespan(Start => $begin, End => $start);
$begin -= $period;
}
my @elements = reverse elements $hours;
$first = $elements[$seconds];
return $first;
}
1; #this line is important and will help the module return a true value
}
Regards,
Gene
At 08:25 AM 12/4/2007, Roy El-Hames wrote:
Hi Mark;
Thanks for your reply, I am looking for the business hours/ or seconds
between 2 time stamps I had a look at the cpan page before I emailed the
list but unfortuantely I either did not understand it or missing something
.. I also tried the between routine and can't figure it out,
I was hoping someone have actually used this module similar to the
calculation I need .. which is basically how long in working hours did the
ticket last from open to close ..
Regards;
Roy
Roedel, Mark wrote:
You don't say exactly what you're looking for as output. As noted in
the Business::Hours documentation, for_timespan returns a Set::IntSpan,
which is what you're seeing in your dump. Just eyeballing things, it
looks like the 'edges' array contains Unix timestamps corresponding to
the beginnings and ends of the ranges of time between your start and end
which fall within the business hours you defined.
http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information
on working with a Set::IntSpan.
If you're just trying to get the number of business hours that occur
within your range, Business::Hours does also have a "between" subroutine
that returns the number of business seconds between two timestamps.
(See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm
for full information on Business::Hours.)
--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas USA
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Roy
El-Hames
Sent: Tuesday, December 04, 2007 7:27 AM
To: RT Users
Subject: [rt-users] Business Hours help please
Hi ;
Can anyone help me with the code of how to determine the Business Hours
between 2 dates:
What I got :
my $hours = Business::Hours->new();
$hours->business_hours(
0 => { Name => 'Sunday', Start => undef, End => undef },
1 => { Name => 'Monday', Start => '09:00', End => '17:30' },
2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' },
3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' },
4 => { Name => 'Thursday', Start => '09:00', End => '17:30' },
5 => { Name => 'Friday', Start => '09:00', End => '17:30' },
6 => { Name => 'Saturday', Start => undef, End => undef }
);
my $wtime = $hours->for_timespan(Start => time(), End =>
time()+(86400*7));
my $splosh = Dumper($wtime) ;
print "$splosh nnn\n";
I get :
$VAR1 = bless( {
'negInf' => 0,
'edges' => [
1196774745,
1196789399,
1196845199,
1196875799,
1196931599,
1196962199,
1197017999,
1197048599,
1197277199,
1197307799,
1197363599,
1197379546
],
'posInf' => 0,
'empty_string' => \'-'
}, 'Set::IntSpan' );
nnn
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Re: AW: Re: [rt-users] clean up user table
Kenneth Marshall wrote:
I sent you our list of indexes. You can see how your setup compares and
see if any of the missing ones help your performance. "EXPLAIN ANALYZE..."
can give you detailed information about your query plans.
Good luck with your pruning, but I suspect that that may not have
much of an effect if your indexes are correct.
That's true, it didn't make any significant changes after fixing the
indexes. For the archives, though, I did get rtx-shredder to work with
Ruslan's advice:
rtx-shredder --plugin
'Users=no_tickets,true;limit,2;status,any;replace_relations,Nobody'
I used the command above to remove all of the users who presumably were
created by spammers, after removing all of the deleted tickets (also
using rtx-shredder).
Kenneth's index list improved performance on Postgresql immensely.
Perhaps the attached patch could be applied to the distribution? Should
I submit it elsewhere for consideration?
Existing postgresql users should be able to:
DROP INDEX Queues1;
CREATE UNIQUE INDEX Queues1 ON Queues (lower((Name)::text)) ;
DROP INDEX Groups2;
CREATE INDEX Groups2 On Groups (lower((Type)::text),
lower((Domain)::text), Instance);
CREATE INDEX GroupMembers1 ON GroupMembers (GroupId);
DROP INDEX Users1;
CREATE UNIQUE INDEX Users1 ON Users (lower(Name)::text) ;
DROP INDEX Users2;
DROP INDEX Users4;
CREATE INDEX Users4 ON Users (lower(EmailAddress)::text);
DROP INDEX ObjectCustomFieldValues2;
Many thanks to everyone who helped. I really appreciate it.
--- schema.Pg 2007-11-14 10:23:29.0 -0800
+++ schema.Pg.newindexes 2007-12-04 10:32:30.0 -0800
@@ -60,7 +60,7 @@
PRIMARY KEY (id)
);
-CREATE UNIQUE INDEX Queues1 ON Queues (Name) ;
+CREATE UNIQUE INDEX Queues1 ON Queues (lower((Name)::text)) ;
-- }}}
@@ -138,7 +138,7 @@
);
CREATE UNIQUE INDEX Groups1 ON Groups (Domain,Instance,Type,id, Name);
-CREATE INDEX Groups2 On Groups (Type, Instance, Domain);
+CREATE INDEX Groups2 On Groups (lower((Type)::text), lower((Domain)::text), Instance);
-- }}}
@@ -282,6 +282,8 @@
);
+CREATE INDEX GroupMembers1 ON GroupMembers (GroupId);
+
-- }}}
-- {{{ GroupMembersCache
@@ -362,10 +364,9 @@
);
-CREATE UNIQUE INDEX Users1 ON Users (Name) ;
-CREATE INDEX Users2 ON Users (Name);
+CREATE UNIQUE INDEX Users1 ON Users (lower(Name)::text) ;
CREATE INDEX Users3 ON Users (id, EmailAddress);
-CREATE INDEX Users4 ON Users (EmailAddress);
+CREATE INDEX Users4 ON Users (lower(EmailAddress)::text);
-- }}}
@@ -507,7 +508,6 @@
);
CREATE INDEX ObjectCustomFieldValues1 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId,Content);
-CREATE INDEX ObjectCustomFieldValues2 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId);
-- }}}
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Re: AW: Re: [rt-users] clean up user table
Ruslan Zakirov wrote: I do believe index on GroupMembers(MemberId, GroupId) will help this query much. I missed this message somehow. Do you think I should have used an index on GroupMembers(MemberId, GroupId) instead of just GroupMembers (GroupId)? Or an additional index? The distributed schema indexes CachedGroupMembers(MemberId) and CachedGroupMembers(GroupId) separately. Should GroupMembers and CachedGroupMembers be indexed the same way? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re: Autoassign User based on Email Address
I've been digging through the wiki but I have yet to find a solution to this. Is it possible to autoassign a user based on the to: address? I want to be able to send email to [EMAIL PROTECTED] which will create a ticket in the support queue assigned to foo. Thanks in advance, Max ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Fiscal: Hanamoto (copy profile, etc.)
-- Debra Deyette Network and Computer Support Supervisor Santa Barbara County Education Office 805.964.4710 x5207 --- Begin Message --- Below is the result of your feedback form. It was submitted by Laura () on Tuesday, December 04, 2007 at 10:48:16 --- requestedby: Barbara Regis extension: 5294 department: IS select: SBCEO-Cathedral Oaks textarea: Rachel is still using Keith's login. Since she is now officially in that position, BR is requesting that we change the login info to Hamamoto. Submit: Submit --- --- End Message --- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Re: Fiscal: Hanamoto (copy profile, etc.)
Please ignore this message, group -- sent in error! Sorry Debra Deyette wrote: Subject: Request for Microsupport Form From: [EMAIL PROTECTED] (Laura) Date: Tue, 4 Dec 2007 10:48:16 -0800 (PST) To: [EMAIL PROTECTED] To: [EMAIL PROTECTED] Below is the result of your feedback form. It was submitted by Laura () on Tuesday, December 04, 2007 at 10:48:16 --- requestedby: Barbara Regis extension: 5294 department: IS select: SBCEO-Cathedral Oaks textarea: Rachel is still using Keith's login. Since she is now officially in that position, BR is requesting that we change the login info to Hamamoto. Submit: Submit --- -- Debra Deyette Network and Computer Support Supervisor Santa Barbara County Education Office 805.964.4710 x5207 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Re: Autoassign User based on Email Address
Hi Max,
This is possible and probably not too difficult.
You can get the "To:" addresses from the original e-mail using:
my @OriginalTo =
$self->TicketObj->Transactions->First->Attachments->First->GetHeader('To');
or if this is an "On Create" scrip, you might be able to use (this is
untested):
my @OriginalTo = $self->TransactionObj->GetHeader('To');
This will give you an array @OriginalTo of all the addresses that were on
the "To:" header. If the e-mail had several addresses then you'll have to
figure out which one you want.
Then do your queue and owner assignments like this:
$self->TicketObj->SetOwner($username);
$self->TicketObj->SetQueue("support");
So an e-mail sent to [EMAIL PROTECTED] would end up in your "support"
queue assigned to user "[EMAIL PROTECTED]". Warning - This will cause
RT to try this assignment on _every_ new ticket sent to it. If this is not
what you want, then you need to do some conditional checking to make sure
that the $username is one of your support techs and then bail if it's not
the case.
This might need some tweaking, but the basic recipe should work.
Regards,
Gene
At 11:08 AM 12/4/2007, Max Clark wrote:
I've been digging through the wiki but I have yet to find a solution
to this. Is it possible to autoassign a user based on the to: address?
I want to be able to send email to [EMAIL PROTECTED] which will create a ticket
in the support queue assigned to foo.
Thanks in advance,
Max
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[rt-users] struggling a bit with RT
Hello, As a novice, I am struggling a bit ( actually a lot ) with two RT features ; I have searched around and bought the book , but still I am in the weeds. Any direction will be appreciated. Issue #1 trying to create CF's with a date popup calendar. Any docs/examples/hints Issue #2 I think I need a scrip that would determine the group members of a requestor and make them cc on a ticket so all group members would then be able to see the ticket.. Also one other point... I can't seem to use the "unlimited" in a search report, 100 works ( bug or me ? ) I am using 3.6.3.. As a novice , I truly thank you all for the many posts to the lists that got me this farRT is very very cool RS. Roy A. Sowa UNIX OS Support (613) 993-0291 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments on reply
Holger, We are using 3.4.4 in production and the email with attachments works fine. So, I have a couple questions for you; 1) is the email itself going out and only the attachment is not or 2) is no email at all going out? Kenn LBNL On 12/4/2007 9:08 AM, Holger Haase wrote: -Ursprüngliche Nachricht- Von: Holger Haase Gesendet: Dienstag, 4. Dezember 2007 18:08 An: 'rt-users@lists.bestpractical.com' Betreff: Attachments on reply Is there anybody out there wha can tell me a solution. Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this. Regards Holger. -- Message: 3 Date: Sun, 2 Dec 2007 10:08:03 +0100 From: "Holger Haase" <[EMAIL PROTECTED]> Subject: [rt-users] Attachments on reply To: Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="utf-8" Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, Holger. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] how to limit create ticket permission to particular email domain
Hi, I was wondering whether its possible to allow everybody with an address like [EMAIL PROTECTED] to create tickets, and reject everyone else. (rather than give everyone the create ticket permission) Thanks, Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] how to limit create ticket permission to particular email domain
Hi Tom,
I don't think RT lets you do permissions that way. The way I handle a
similar situation is I use the OnCreate scrip to check the address (in the
Prep Action code) and then delete the ticket
("$self->TicketObj->SetStatus('deleted');") and return 0 if it's not an
allowed address.
Regards,
Gene
At 12:45 PM 12/4/2007, Tom H wrote:
Hi,
I was wondering whether its possible to allow everybody with an address
like [EMAIL PROTECTED] to create tickets, and reject everyone else.
(rather than give everyone the create ticket permission)
Thanks,
Tom
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Re: [rt-users] how to limit create ticket permission to particular email domain
At Tuesday 12/4/2007 04:01 PM, Gene LeDuc wrote:
Hi Tom,
I don't think RT lets you do permissions that way. The way I handle
a similar situation is I use the OnCreate scrip to check the address
(in the Prep Action code) and then delete the ticket
("$self->TicketObj->SetStatus('deleted');") and return 0 if it's not
an allowed address.
Regards,
Gene
At 12:45 PM 12/4/2007, Tom H wrote:
Hi,
I was wondering whether its possible to allow everybody with an address
like [EMAIL PROTECTED] to create tickets, and reject everyone else.
(rather than give everyone the create ticket permission)
Thanks,
Tom
Another way would be to create a custom email filter (goes into
lib/RT/Interface/Email/Filter). This is more complicated that a
scrip, but it has the advantage that no tickets will be created for
the unwanted messages.
Or you could do similar filtering outside of RT, I suppose.
Steve
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Re: [rt-users] how to limit create ticket permission to particular email domain
It may be worth doing it in the mail system before the ticket is
logged to RT. Then you do not have a ticket you need to delete.
Ken
On Tue, Dec 04, 2007 at 01:01:33PM -0800, Gene LeDuc wrote:
> Hi Tom,
>
> I don't think RT lets you do permissions that way. The way I handle a
> similar situation is I use the OnCreate scrip to check the address (in the
> Prep Action code) and then delete the ticket
> ("$self->TicketObj->SetStatus('deleted');") and return 0 if it's not an
> allowed address.
>
> Regards,
> Gene
>
> At 12:45 PM 12/4/2007, Tom H wrote:
>> Hi,
>>
>> I was wondering whether its possible to allow everybody with an address
>> like [EMAIL PROTECTED] to create tickets, and reject everyone else.
>> (rather than give everyone the create ticket permission)
>>
>> Thanks,
>>
>> Tom
>
>
> --
> Gene LeDuc, GSEC
> Security Analyst
> San Diego State University
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> 0745.
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>
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>
>
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>
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Re: [rt-users] Problem in canned reply
On Tue, Dec 04, 2007 at 10:18:20AM -0500, Stephen Turner wrote: > At Tuesday 12/4/2007 09:57 AM, Nuno Fernandes wrote: > >No.. it wasn't. It works now.. thanks!! :) > >I didn't find any info on the first line being blank. Where did you find > >it? > > > >Best regards, > >Nuno Fernandes > > It's a bit obscure - there's a mention of it in > http://wiki.bestpractical.com/view/Template . The real requirement is > a blank line between mail headers and the message body in the > complete mail message assembled by RT from your template plus other > stuff RT adds. RT will put mail headers before your template - so if > your template itself contains headers, you need a blank line between > your headers and the body. If your template has no headers, the first > line must be blank. That's not _quite_ it. If the template has no headers and the first line contains a :, then the first line must be blank. Otherwise, RT can't tell the difference and tries to make it a header jesse > Steve > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: > > If you sign up for a new RT support contract before December 31, we'll take > up to 20 percent off the price. This sale won't last long, so get in touch > today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. > > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] how to limit create ticket permission to particular email domain
Depending on how seriously you take that idea, I have a filter for the Courier MTA that does exactly that: http://phantom.dragonsdawn.net/~gordon/courier-pythonfilter/latest/filters/privateaddr.py Kenneth Marshall wrote: It may be worth doing it in the mail system before the ticket is logged to RT. Then you do not have a ticket you need to delete. Ken ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Permission Problem/ possible data corruption?
I played around a bit this morning and can explain this problem in more detail. I have a ticket where my user can not change its status. If i try to change the status, I get a permission denied error. I can change anything else with the ticket, but not its status. I can also change the status on other tickets in the same queue. I am worried this might be database corruption. Any suggestions on what I can look at? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] struggling a bit with RT
Roy, >Issue #1 >trying to create CF's with a date popup calendar. >Any docs/examples/hints Unfortunately, RT doesn't currently support 'Date' custom fields. We'd love a patch to add it. It's on the "eventually" list. >Issue #2 > I think I need a scrip that would determine the group members of a > requestor and make them cc on a ticket so all group members would then be > able to see the ticket.. Makes sense, though I don't have one handy. >Also one other point... I can't seem to use the "unlimited" in a search > report, 100 works ( bug or me ? ) > I am using 3.6.3.. I believe that if you come up to 3.6.5, that should go away. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Attachments on reply
Holger, In the template you use for the messages, you need to include: RT-Attach-Message: yes to ensure that Attachments get sent. Cheers, David On 05/12/2007, at 3:07 AM, Holger Haase wrote: Is there anybody out there wha can tell me a solution. Why are attachments that I add to a reply or when resolving a ticket in the WebUI are not send out by mail? We need this. Regards Holger. -- Message: 3 Date: Sun, 2 Dec 2007 10:08:03 +0100 From: "Holger Haase" <[EMAIL PROTECTED]> Subject: [rt-users] Attachments on reply To: Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="utf-8" Hi all, Is there any way forwarding attachments when replying in addition to store them in the ticket? I use RT3.4.6 Thanks in advance, Holger. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] struggling a bit with RT
Jesse,
I put something like this "(?#Date)^\d{2}/\d{2}/\d{4}$" into the
validation drop-down. I've tested it and it works for me. Hope this helps.
Kenn/Technical Services
On 12/4/2007 2:34 PM, Jesse Vincent wrote:
Roy,
Issue #1
trying to create CF's with a date popup calendar.
Any docs/examples/hints
Unfortunately, RT doesn't currently support 'Date' custom fields. We'd
love a patch to add it. It's on the "eventually" list.
Issue #2
I think I need a scrip that would determine the group members of a requestor and make them cc on a ticket so all group members would then be able to see the ticket..
Makes sense, though I don't have one handy.
Also one other point... I can't seem to use the "unlimited" in a search
report, 100 works ( bug or me ? )
I am using 3.6.3..
I believe that if you come up to 3.6.5, that should go away.
Best,
Jesse
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Re: [rt-users] struggling a bit with RT
On Tue, Dec 04, 2007 at 02:44:54PM -0800, Kenneth Crocker wrote:
> Jesse,
>
>
> I put something like this "(?#Date)^\d{2}/\d{2}/\d{4}$" into the
> validation drop-down. I've tested it and it works for me. Hope this helps.
Yep. We've done that too, though that doesn't get you smart searching or
a date picker. (FWIW, I'd recommend -mm-dd rather than mm/dd/
as you're more likely to be able to search and transform it later and
are less likely to run into any pesky America/World date translation
problems)
-jesse
> Kenn/Technical Services
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Re: [rt-users] struggling a bit with RT
Jesse,
Kool. Good idea. Thanks.
Kenn
LBNL
On 12/4/2007 2:46 PM, Jesse Vincent wrote:
On Tue, Dec 04, 2007 at 02:44:54PM -0800, Kenneth Crocker wrote:
Jesse,
I put something like this "(?#Date)^\d{2}/\d{2}/\d{4}$" into the
validation drop-down. I've tested it and it works for me. Hope this helps.
Yep. We've done that too, though that doesn't get you smart searching or
a date picker. (FWIW, I'd recommend -mm-dd rather than mm/dd/
as you're more likely to be able to search and transform it later and
are less likely to run into any pesky America/World date translation
problems)
-jesse
Kenn/Technical Services
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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
If you sign up for a new RT support contract before December 31, we'll take
up to 20 percent off the price. This sale won't last long, so get in touch today.
Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.
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[rt-users] struggling a bit with RT&[EMAIL PROTECTED]
Thank you such quick response this list is awsome !! ( and as my first post to have a response from the name on the book is most impressive ) I will now go try a figure out the group member requestor scrip with renewed vigor RS ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Recurring signin with 3.6.4
To all, I read about this bug in 3.6.0 and I waited until 3.6.4 before downloading the newest version (3.6.4). Either I missed a module or a patch or something because RT keeps making sign-in a second time the moment I select something from the menu after my initial sign-in. I went looking for this error and I'm afraid that the patch is so far removed from today that I just can't seem to find it. Has anyone else had difficulty with a recurring sign-in on RT 3.6.4? Anyone have an idea as to what I may have NOT downloaded? OR a task I missed? Thanks. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] view tickets opened by a member of my group&[EMAIL PROTECTED]
* Kenneth Crocker [2007-04-04 12:32:27 -0700]: > > How do I assign permissions such that everyone in a certain group > > can view a ticket when a single member of their group opens a ticket > > in some queue? > > Did you get any answers for this? >Yes, I received a scrip right now (off the list) from someone who needed >similar functionailty. I've not yet tested it though. >Thomas Any further follow-up on that script , or hints on how best to do the above ? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
