AW: [rt-users] Cli add User problem
Hi alex, Had the same problem in the past, no reply till now, from my point of view, this is not implemented. Torsten -Original Message- From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Thu Dec 13 07:33:01 2007 Subject: [rt-users] Cli add User problem Hi, I'm using CLI interfare of RT to add user and I use this ccommand to create a new one : rt create -t user set username=test9 [EMAIL PROTECTED] password=qwerty and it works but when I go in web interface loggin with admin and I go in Configuration - User - Choose user I do not see the user created with this command. It seems the same problem (user created not appears in the list) in Web interface when use Configuration - User - New user and create a user and not check the Let this user access RT and Let this user be granted rights in Access Control. How is possible from CLI adding this check to the user created ? Thanks a lot for all ___ 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] Alter custom field (rt-3.4)
On Wed, Dec 12, 2007 at 06:51:22PM -0500, Todd Chapman wrote: You could modify the database table directly if you don't mind not having a ticket history entry for it. Table ObjectCustomFieldValues. Ahhh, that was my first thought, but then I thought better of it as I'm not familiar with the internals of RT. I'm working with a script that Stephen Turner suggested and will post back my results. I may still opt for this last ditch solution if needed so thanks for the table name. Cheers, William -- Knowmad Technologies - Web Site Development Programming W: http://www.knowmad.com | E: [EMAIL PROTECTED] P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee ___ 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] Alter custom field (rt-3.4)
On Wed, Dec 12, 2007 at 03:06:06PM -0800, Kenneth Crocker wrote: I didn't know you were on 3.4. My procedure is for 3.6 and basically similar to what was mentioned before. Sorry. No worries, I appreciated the response and it gives me another incentive to get migrated to 3.6 ;) William -- Knowmad Technologies - Web Site Development Programming W: http://www.knowmad.com | E: [EMAIL PROTECTED] P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee ___ 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] Alter custom field (rt-3.4)
On Wed, Dec 12, 2007 at 10:21:32AM -0500, Stephen Turner wrote: I don't know if you're into perl scripting against the RT API, but I found this link that shows a script that does what you want: http://use.perl.org/~Robrt/journal/25746 Thanks for the url Steve! I'm a decent Perl programmer but am not at all familiar with the RT API. I've been playing around with that script but don't quite have the hang of it yet. I'll keep working on it. William -- Knowmad Technologies - Web Site Development Programming W: http://www.knowmad.com | E: [EMAIL PROTECTED] P: 704.343.9330 | http://www.LinkedIn.com/in/williammckee ___ 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] 3.6.5 query builder and custom fields
So, the answer for this was that something didn't go right with the upgrade. When I started from a fresh copy of the data, and testing before and after the db upgrades, it worked fine. I have no idea what failed the 1st time, but I suspect PEBCAK. JB Quoth JB Segal ([EMAIL PROTECTED]): I'm working on a test instance of a 3.4.5- 3.6.5 upgrade. It's mostly good, but the query builder of 3.4.5 will show the custom fields for a given queue if I select 'queue=' (and a queue from the list, of course) in the builder and hit add, while the 3.6.5 query builder isn't. Any ideas? I'm hoping it's simple, as I think this is the last thing standing between me and taking this live. Thanks! JB -- JB Segal 617-886-5575www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129www.tripmania.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] CFs in Templates?
According to http://wiki.bestpractical.com/view/Template_Fields Key Name Meaning CustomField-id# = custom field value But creating a per-queue 'Correspondence' template which looks exactly like the Global 'Correspondence' template with CustomField-10: yes CustomField-18: yes prepended (or just CustomField-10 CustomField-18 ) just ends me up with a mail message with the lines Customfield-10: yes Customfield-18: yes in the headers. Neither http://wiki.bestpractical.com/view/Template nor Template_Fields discuss a more detailed mechanism for pulling this data out of a ticket and in to mail. Any help will be much appreciated. JB -- JB Segal 617-886-5575www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129www.tripmania.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] Doubts about Merge into functionality
I don't know if anyone responded to you or not, but the work-around for this problem is to make sure that the tickets that you want to merge are in the same queue. That will at least take care of queue, I am not sure about custom fields, as I haven't double checked that myself. It is annoying, because we have had situations where owners of a ticket that is composed of merged tickets can not see all of the details because parts of the merged ticket remained in a queue that they didn't have access to. -- Chris Gianluca Cecchi wrote: Situation: User1 sends an e-mail that creates ticket #1 with subject I have problem 1 into the queue General I am a master of ticket mgmt, so that in a few seconds I take in charge the ticket, open it, assign to it the queue hw and CF company1 After a few minutes User2 sends an e-mail that creates ticket #2 with subject I have problem 1 too into the queue General I would like to have only one reference for this problem as the two tickets are actually for the same problem 1. I think I have to use the Mege into functionality and these are the steps I take: 1) from 10 newest unowned tickets section I click on the subject link for ticket #2 2) select jumbo 3) I go down to New links and insert 1 into the section merge into: But the effect is that A) ticket #2 disappears as it merges into #1 (OK) B) the values of queue and CF for the ticket #1 changes in what were the #2 ones (KO) Is it a bug or me incorrectly using the functionality? How would be the correct way to manage this situation? At _http://wiki.bestpractical.com/view/ManualIntroduction_ i can find explanation only for the other kinds of ticket-links... Thanks, Gianluca ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users 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] Some users not getting confirmation email
I'm completely baffled by this. I've been testing RT to see if i can get it working. I've had several friends helping me by sending messages in to the email address I have set up for RT and only some of them are getting replies. I send tickets in from my own gmail account and never get any confirmation email back no matter how many times I try (no it's not in spam either). My friend sends from his gmail account and always gets responses. Also working fine for his yahoo account and 1and1 account.. But my other friend can't get any responses to his Comcast account. I'm using fetchmail to get the incoming messages and Postfix as a smarthost sending mail out through my mail provider. I don't have any problems receiving mail from this host otherwise. Postfix's log shows ALL messages as being successfully sent. I was reading through this months archive and found someone mention that RT marks its outgoing mail as Bulk in the header since it's machine generated. Could this have anything to do with it? How can I turn that off if it is? Anyone else have any similar issues and found resolutions? Keith ___ 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] CFs in Templates?
I'm not sure what your end goal is, but I use the following subroutine in
my templates when I need to get CFs. It's mostly from various wiki examples.
### Returns custom field value
### get_custom($field_name)
sub get_custom {
my $target_name = $_[0];
my $val = $Ticket-FirstCustomFieldValue($target_name);
return $val if defined $val;
return undef;
}
If your CF is named blahblah then you get the value with
$cfval = get_custom('blahblah');
Returns undef if it's not allowed to get the CF or it doesn't exist.
Regards,
Gene
At 07:29 AM 12/13/2007, JB Segal wrote:
According to http://wiki.bestpractical.com/view/Template_Fields
Key Name Meaning
CustomField-id# = custom field value
But creating a per-queue 'Correspondence' template which looks exactly
like the Global 'Correspondence' template with
CustomField-10: yes
CustomField-18: yes
prepended (or just
CustomField-10
CustomField-18
)
just ends me up with a mail message with the lines
Customfield-10: yes
Customfield-18: yes
in the headers.
Neither
http://wiki.bestpractical.com/view/Template
nor Template_Fields discuss a more detailed mechanism for pulling this
data out of a ticket and in to mail.
Any help will be much appreciated.
JB
--
JB Segal 617-886-5575www.smartertravel.com
Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com
Smarter Travel Media LLC Boston, MA 02129www.tripmania.com
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Re: [rt-users] CFs in Templates?
At Thursday 12/13/2007 12:07 PM, JB Segal wrote: So how does this mesh with the below-quoted Template Field 'CustomField-id#'? It _looks_ like that's just supposed to Do The Right Thing, but it obviously doesn't. Oh! Or is this a poor naming thing, and really the template field should be named something more like CustomHeader or some such? JB I think there's some confusion with the term template. The word is used for two completely different areas of RT functionality: 1. To describe predefined outgoing email message specifications (as in Config - Global - Templates) 2. To define data-upload format (Tools-Offline) The code Gene posted relates to 1 whereas the CustomField-id# specifier relates to 2. 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] CFs in Templates?
Quoth Gene LeDuc ([EMAIL PROTECTED]):
I'm not sure what your end goal is, but I use the following subroutine in my
templates when I need to
My goal is to give people things to sort on in their mailer, such that
they can better manage the flood of incoming mail.
get CFs. It's mostly from various wiki examples.
### Returns custom field value
### get_custom($field_name)
sub get_custom {
my $target_name = $_[0];
my $val = $Ticket-FirstCustomFieldValue($target_name);
return $val if defined $val;
return undef;
}
If your CF is named blahblah then you get the value with
$cfval = get_custom('blahblah');
Returns undef if it's not allowed to get the CF or it doesn't exist.
Regards,
Gene
So how does this mesh with the below-quoted Template Field
'CustomField-id#'? It _looks_ like that's just supposed to Do The
Right Thing, but it obviously doesn't.
Oh! Or is this a poor naming thing, and really the template field
should be named something more like CustomHeader or some such?
JB
At 07:29 AM 12/13/2007, JB Segal wrote:
According to http://wiki.bestpractical.com/view/Template_Fields
Key Name Meaning
CustomField-id# = custom field value
But creating a per-queue 'Correspondence' template which looks exactly
like the Global 'Correspondence' template with
CustomField-10: yes
CustomField-18: yes
prepended (or just
CustomField-10
CustomField-18
)
just ends me up with a mail message with the lines
Customfield-10: yes
Customfield-18: yes
in the headers.
Neither
http://wiki.bestpractical.com/view/Template
nor Template_Fields discuss a more detailed mechanism for pulling this
data out of a ticket and in to mail.
Any help will be much appreciated.
JB
--
JB Segal 617-886-5575www.smartertravel.com
Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com
Smarter Travel Media LLC Boston, MA 02129www.tripmania.com
___
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--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
--
JB Segal 617-886-5575www.smartertravel.com
Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com
Smarter Travel Media LLC Boston, MA 02129www.tripmania.com
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Re: [rt-users] CFs in Templates?
Thanks for clearing that up, Steve. I wasn't aware of #2. Gene At 09:34 AM 12/13/2007, Stephen Turner wrote: At Thursday 12/13/2007 12:07 PM, JB Segal wrote: So how does this mesh with the below-quoted Template Field 'CustomField-id#'? It _looks_ like that's just supposed to Do The Right Thing, but it obviously doesn't. Oh! Or is this a poor naming thing, and really the template field should be named something more like CustomHeader or some such? JB I think there's some confusion with the term template. The word is used for two completely different areas of RT functionality: 1. To describe predefined outgoing email message specifications (as in Config - Global - Templates) 2. To define data-upload format (Tools-Offline) The code Gene posted relates to 1 whereas the CustomField-id# specifier relates to 2. Steve -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ 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] CFs in Templates?
Quoth Stephen Turner ([EMAIL PROTECTED]): At Thursday 12/13/2007 12:07 PM, JB Segal wrote: So how does this mesh with the below-quoted Template Field 'CustomField-id#'? It _looks_ like that's just supposed to Do The Right Thing, but it obviously doesn't. Oh! Or is this a poor naming thing, and really the template field should be named something more like CustomHeader or some such? JB I think there's some confusion with the term template. The word is used for two completely different areas of RT functionality: 1. To describe predefined outgoing email message specifications (as in Config - Global - Templates) 2. To define data-upload format (Tools-Offline) The code Gene posted relates to 1 whereas the CustomField-id# specifier relates to 2. I don't think that your last sentence here is right... The 2nd wiki page I mentioned, http://wiki.bestpractical.com/view/Template says in part: What fields can at Template have? A template can have a large number of fields. Look at the article Template_Fields for more information. What if I want to override a Global Template for one of my queues? Templates are attached to Scrips by name - meaning that if you define a Queue Template with the same name as a Global Template, when a Scrip is triggered it will use the Queue Template instead. One example would be to create a Queue Template called 'Correspondence'. The various global Scrips that use the Correspondence template will use our new template, not the global template of the same name. = = = and the 3rd line of my quote links to my 1st linked page, http://wiki.bestpractical.com/view/Template_Fields Now, it's not impossible that the content of Template_Fields is incorrect, as this IS a wiki and all that, but either the page needs some SERIOUS correcting, or someoneone thinks that this is supposed to be part of an email-generating system. Either's fine by me, but I'd really love to know which. :) JB Steve -- JB Segal 617-886-5575www.smartertravel.com Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com Smarter Travel Media LLC Boston, MA 02129www.tripmania.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] CFs in Templates?
JB,
Here is a copy of a Template I use. In this template, I am grabbing a
Custom Field (named 'Description') and printing it in the body of an email:
Subject: Request Titled: {$Ticket-Subject} has been Rejected!
-
TICKET INFORMATION:
Ticket Queue : {$Ticket-QueueObj-Name}
Ticket Number : #{$Ticket-id}
Ticket Subject: {$Ticket-Subject}
Ticket Description:
{
return $Ticket-FirstCustomFieldValue('Description');
}
Ticket Priority is: {$Ticket-Priority}
Ticket Created by: {$Ticket-CreatorObj-Name}
Ticket Created on: {substr($Ticket-Created, 0, 10)}
-
This Template could also serve as an example of how to just pull
different Ticket information and put it into an email. Take particular
notice of the blank line between the subject (a header) line and the
body of the template (I like to put in a dashed line, for effect). RT
has default header info and by using the name of the header line (i.e.
Subject:) I am essentially overriding that default. However, RT needs
for me to put a blank line between any header line overrides and the
body so it can tell the difference. Otherwise, it won't work. Hope this
helps.
Kenn
LBNL
On 12/13/2007 10:15 AM, JB Segal wrote:
Quoth Stephen Turner ([EMAIL PROTECTED]):
At Thursday 12/13/2007 12:07 PM, JB Segal wrote:
So how does this mesh with the below-quoted Template Field
'CustomField-id#'? It _looks_ like that's just supposed to Do The
Right Thing, but it obviously doesn't.
Oh! Or is this a poor naming thing, and really the template field
should be named something more like CustomHeader or some such?
JB
I think there's some confusion with the term template. The word is used for two completely different
areas of RT functionality:
1. To describe predefined outgoing email message specifications (as in Config -
Global - Templates)
2. To define data-upload format (Tools-Offline)
The code Gene posted relates to 1 whereas the CustomField-id# specifier
relates to 2.
I don't think that your last sentence here is right...
The 2nd wiki page I mentioned,
http://wiki.bestpractical.com/view/Template
says in part:
What fields can at Template have?
A template can have a large number of fields. Look at the article
Template_Fields for more information.
What if I want to override a Global Template for one of my queues?
Templates are attached to Scrips by name - meaning that if you define a
Queue Template with the same name as a Global Template, when a Scrip is
triggered it will use the Queue Template instead.
One example would be to create a Queue Template called 'Correspondence'.
The various global Scrips that use the Correspondence template will use
our new template, not the global template of the same name.
= = =
and the 3rd line of my quote links to my 1st linked page,
http://wiki.bestpractical.com/view/Template_Fields
Now, it's not impossible that the content of Template_Fields is
incorrect, as this IS a wiki and all that, but either the page needs
some SERIOUS correcting, or someoneone thinks that this is supposed to
be part of an email-generating system.
Either's fine by me, but I'd really love to know which. :)
JB
Steve
--
JB Segal 617-886-5575www.smartertravel.com
Systems/Network Admin. 465 Medford St. Ste 400 www.bookingbuddy.com
Smarter Travel Media LLC Boston, MA 02129www.tripmania.com
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[rt-users] modifying $HomepageComponents in RT_SiteConfig.pm
Hello all, Thanks to chaka on the irc channel, I managed to make MyRequests an available item for RT at a Glance. Unfortunately, when I add that, on my RT at a Glance page, I see Predefined search My Requests not found. I do not have anything in my local directory (/usr/local/lib/rt3/html/) and I have not modified /etc/initialdata (which I saw mentioned in the mailing list archives at gossamer-threads). I've also given my user practically all rights, so I don't think that's an issue either. Here's my line from RT_SiteConfig.pm: Set( $HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders MyRequests RefreshHomepage)]); Seems alright, doesn't it? The file passes a 'perl -c' check. If anyone could point me in the right direction (I've got the RT Essentials book, too), I'd really appreciate it. Thanks! ___ 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] RT 3.6 requires two or three logins with firefox and IE
To All, I would like to hear from ANYONE who has RT 3.6.4 on ORACLE 9+ and have managed to get session control to work properly with FireFox or IE using either the DB sessions table OR SPECIFICALLY straight to data file. We are going straight to data file, have made sure our URL's are correct, use LDAP and still no joy. I can't believe that this problem could be ongoing in a production ORACLE environment. This problem is keeping me from putting 3.6.4 into production. Please Help! Kenn LBNL On 12/12/2007 6:37 PM, John D Groenveld wrote: In message [EMAIL PROTECTED], John D Groenveld writes: My WAG is that Firefox and IE are doing parallel requests and triggering an Apache::Session::Lock::File deadlock which is somehow forcing the session to be invalidated. Most RT users probably use MySQL and Postgres and RT defaults to using those databases for session management so won't stumble across this bug. I copied my data from Oracle to Postgres. Then I disabled Apache::Session::Postgres in /opt/rt3/share/html/Elements/SetupSessionCookie As expected, I got the deadlock error and was forced to reauthenticate. Need to do more debugging to see whether there are indeed parallel requests. John [EMAIL PROTECTED] ___ 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] Homepage tickets I own link problem - with solution
Hello there, I installed two new RT 3.6 systems from Debian package and with both I experienced a problem with homepage. To my surprise not the same problem. According to README i install RT, update config, configure apache, mailgate etc. and I end up with nice and shiny RT on the root of my web server, but ... Unowned tickets are OK, it means clicking the ID or subject takes me to ticket details. Whereas my tickets have a correct link on ID (e.g. http:/mysite.net/Ticket/Display.html?id=1, but the subject leads to: http://mysite.net/rt/Ticket/Display.html?id=1 on one server and to http://ticket/Display.html?id=1 (exactly) Oh my!! I know exactly what I did and it comes to me just now during writing :-) So the answer for anyone with same troubles as me - edit WebPath and WebBaseURL in RT_SiteConfing.pm BEFORE creating the database (with rt-setup-database-3.6) :-) Learn from my mistake. If you've already done this, delete items Search - My Tickets“ and „Search - Unowned Tickets“ id 'attributes' table in RT DB and run this little script: for y in schema acl insert; do /usr/sbin/rt-setup-database-3.6 --action $y --datadir /etc/request-tracker3.6/upgrade/3.5.1/ --dba rtuser --dba-password wibble; done; Well, writing to mailing list could realy solve your problems :-) Thanks for everyone's attention. Have a nice day -- Tomáš Valenta ___ 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] RT 3.6 requires two or three logins with firefox and IE
In message [EMAIL PROTECTED], Kenneth Crocker writes: I would like to hear from ANYONE who has RT 3.6.4 on ORACLE 9+ and have managed to get session control to work properly with FireFox or IE using either the DB sessions table OR SPECIFICALLY straight to data file. We Apache timed out for me when I tried to enable Apache::Session::Oracle in /opt/rt3/share/html/Elements/SetupSessionCookie. John [EMAIL PROTECTED] ___ 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] CFs in Templates?
Kenn,
This is fabulous! Thank you so much.
Would you mind me sticking this in to the wiki to fix the broken
information that's in there?
Everyone: Is there a matrix (simpler than grovelling through all the
perldoc that's out there) of all the objects you can pull out of a
ticket/stick in to a template/scrip/etc? Have I just not found it in the
wiki yet?
JB
Quoth Kenneth Crocker ([EMAIL PROTECTED]):
JB,
Here is a copy of a Template I use. In this template, I am grabbing a
Custom Field (named
'Description') and printing it in the body of an email:
Subject: Request Titled: {$Ticket-Subject} has been Rejected!
--
TICKET INFORMATION:
Ticket Queue : {$Ticket-QueueObj-Name}
Ticket Number : #{$Ticket-id}
Ticket Subject: {$Ticket-Subject}
Ticket Description:
{
return $Ticket-FirstCustomFieldValue('Description');
}
Ticket Priority is: {$Ticket-Priority}
Ticket Created by: {$Ticket-CreatorObj-Name}
Ticket Created on: {substr($Ticket-Created, 0, 10)}
-
This Template could also serve as an example of how to just
pull different Ticket information and put it into an email. Take
particular notice of the blank line between the subject (a header)
line and the body of the template (I like to put in a dashed line, for
effect). RT has default header info and by using the name of the header
line (i.e. Subject:) I am essentially overriding that default. However,
RT needs for me to put a blank line between any header line overrides and
the body so it can tell the difference. Otherwise, it won't work. Hope
this helps.
Kenn
LBNL
___
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Re: [rt-users] CFs in Templates?
JB,
Actually, all I did in that Template is use information that is already
in one example or another on the wiki. Gene LeDuc was a HUGE help in
understanding how some of this works in scrips and templates. I can only
assume a lot of his understanding came from stuff already in the wiki as
well. My biggest learning curve was in understanding how to find stuff
in the wiki and learning the many variations of PERL code that can
accomplish the same thing. I'm not sure that the info on THIS type of
template in the wiki IS broken. Anyway, I'm glad I was of help.
Kenn
LBNL
On 12/13/2007 2:43 PM, JB Segal wrote:
Kenn,
This is fabulous! Thank you so much.
Would you mind me sticking this in to the wiki to fix the broken
information that's in there?
Everyone: Is there a matrix (simpler than grovelling through all the
perldoc that's out there) of all the objects you can pull out of a
ticket/stick in to a template/scrip/etc? Have I just not found it in the
wiki yet?
JB
Quoth Kenneth Crocker ([EMAIL PROTECTED]):
JB,
Here is a copy of a Template I use. In this template, I am grabbing a Custom Field (named
'Description') and printing it in the body of an email:
Subject: Request Titled: {$Ticket-Subject} has been Rejected!
--
TICKET INFORMATION:
Ticket Queue : {$Ticket-QueueObj-Name}
Ticket Number : #{$Ticket-id}
Ticket Subject: {$Ticket-Subject}
Ticket Description:
{
return $Ticket-FirstCustomFieldValue('Description');
}
Ticket Priority is: {$Ticket-Priority}
Ticket Created by: {$Ticket-CreatorObj-Name}
Ticket Created on: {substr($Ticket-Created, 0, 10)}
-
This Template could also serve as an example of how to just
pull different Ticket information and put it into an email. Take
particular notice of the blank line between the subject (a header)
line and the body of the template (I like to put in a dashed line, for
effect). RT has default header info and by using the name of the header
line (i.e. Subject:) I am essentially overriding that default. However,
RT needs for me to put a blank line between any header line overrides and
the body so it can tell the difference. Otherwise, it won't work. Hope
this helps.
Kenn
LBNL
___
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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]
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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
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] RT 3.6 requires two or three logins with firefox and IE
John, So, what did you do? I assume you went to filesystems-session. Do you still have a dbl-login problem? Were you able to get around it? I've been ready to install 3.6.4 for quite awhile, but I am loathe to put anything into production that has an inherent bug as bothersome as this one. Kenn LBNL On 12/13/2007 2:37 PM, John D Groenveld wrote: In message [EMAIL PROTECTED], Kenneth Crocker writes: I would like to hear from ANYONE who has RT 3.6.4 on ORACLE 9+ and have managed to get session control to work properly with FireFox or IE using either the DB sessions table OR SPECIFICALLY straight to data file. We Apache timed out for me when I tried to enable Apache::Session::Oracle in /opt/rt3/share/html/Elements/SetupSessionCookie. John [EMAIL PROTECTED] ___ 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] Having problems with a default install of 3.6.5
I configured and installed it, I can login with the default root account. I click on Configuration and get sent back to the Home - RT at a glance page. I'm unable to get to the config page. I've been scouring the httpd error and system messages log and not finding anything that helps. I tried turning on the log file in SiteConfig, but that errored out, stating that it couldn't open/create rt.log. I should think the default permissions to /opt/rt3/var/log would have allowed for this automatically. I'm at a bit of a loss here. I'm needing to solve this because I need to migrate a 3.0.12 database from another machine to this one. I've already done the db import and upgrades without error, but it does me no good if I can't get in the Configuration page. Help? -- Mike Gracy www.MyPoints.com Unix/Network Sysadmin 525 Market St. 34th Floor San Francisco, Ca 94105 Desk-415.829.6174 Fax-415-829-6174 ___ 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] CFs in Templates?
No the wiki doesn't have such a matrix of the RT Objects, or at least I never
found one.
There's bits and pieces.
Hopefully such a matrix would have a list of the Transaction-Type values.
That's what I'm looking for at the moment.
Christopher
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of JB Segal
Sent: Friday, 14 December 2007 9:43 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] CFs in Templates?
Kenn,
This is fabulous! Thank you so much.
Would you mind me sticking this in to the wiki to fix the broken
information that's in there?
Everyone: Is there a matrix (simpler than grovelling through all the
perldoc that's out there) of all the objects you can pull out of a
ticket/stick in to a template/scrip/etc? Have I just not found it in the
wiki yet?
JB
Quoth Kenneth Crocker ([EMAIL PROTECTED]):
JB,
Here is a copy of a Template I use. In this template, I am grabbing a
Custom Field (named
'Description') and printing it in the body of an email:
Subject: Request Titled: {$Ticket-Subject} has been Rejected!
--
TICKET INFORMATION:
Ticket Queue : {$Ticket-QueueObj-Name}
Ticket Number : #{$Ticket-id}
Ticket Subject: {$Ticket-Subject}
Ticket Description:
{
return $Ticket-FirstCustomFieldValue('Description');
}
Ticket Priority is: {$Ticket-Priority}
Ticket Created by: {$Ticket-CreatorObj-Name}
Ticket Created on: {substr($Ticket-Created, 0, 10)}
-
This Template could also serve as an example of how to just
pull different Ticket information and put it into an email. Take
particular notice of the blank line between the subject (a header)
line and the body of the template (I like to put in a dashed line, for
effect). RT has default header info and by using the name of the header
line (i.e. Subject:) I am essentially overriding that default. However,
RT needs for me to put a blank line between any header line overrides and
the body so it can tell the difference. Otherwise, it won't work. Hope
this helps.
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
___
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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]
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Buy a copy at http://rtbook.bestpractical.com
[rt-users] Set TimeWorked automatically
Hi,
Searching on past threads, I couldn't find how to set the TimeWorked
automatically when a ticket was resolved, taking into account the Started and
the Resolved dates. This prompted me to developed the following Scrip, which
uses Date::Calc to find the date difference and update the TimeWorked field.
Does RT already provide such an option?
Thanks,
Miguel
Condition: On Resolve
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action preparation code: 1;
Custom action cleanup code:
---
use Date::Calc qw(Delta_DHMS);
my $time_elapsed = 0;
my $date_started_string = $self-TicketObj-Started;
my $date_resolved_string = $self-TicketObj-Resolved;
my (@date_started,@date_resolved);
if ($date_started_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
@date_started = ($1, $2, $3, $4, $5, $6);
}
if ($date_resolved_string =~ /(\d+)\-(\d+)\-(\d+)\s(\d+)\:(\d+)\:(\d+)/) {
@date_resolved = ($1, $2, $3, $4, $5, $6);
}
my @diff = Delta_DHMS(@date_started, @date_resolved);
my $day_to_minutes = $diff[0] * 1440;
my $hour_to_minutes = $diff[1] * 60;
my $time_elapsed_sum = $day_to_minutes + $hour_to_minutes + $diff[2];
if($time_elapsed_sum 0){
$time_elapsed = qq($time_elapsed_sum\.$diff[3]);
}
$RT::Logger-debug(Setting TimeWorked to: $time_elapsed);
$self-TicketObj-SetTimeWorked( $time_elapsed );
---
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R: [rt-users] Having problems with a default install of 3.6.5
In my fc6 install of 3.6.5 the log directory is /var/log/rt3/ The httpd process runs as apache user and the permissions of the log directory are [EMAIL PROTECTED] ~]# ll -d /var/log/rt3/ drwxrwxr-x 2 root apache 4096 Oct 5 12:49 /var/log/rt3/ Check with yours and report eventually HIH, Gianluca -Messaggio originale- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Mike Gracy Inviato: venerdì 14 dicembre 2007 0.02 A: RT-Users@lists.bestpractical.com Oggetto: [rt-users] Having problems with a default install of 3.6.5 I configured and installed it, I can login with the default root account. I click on Configuration and get sent back to the Home - RT at a glance page. I'm unable to get to the config page. I've been scouring the httpd error and system messages log and not finding anything that helps. I tried turning on the log file in SiteConfig, but that errored out, stating that it couldn't open/create rt.log. I should think the default permissions to /opt/rt3/var/log would have allowed for this automatically. I'm at a bit of a loss here. I'm needing to solve this because I need to migrate a 3.0.12 database from another machine to this one. I've already done the db import and upgrades without error, but it does me no good if I can't get in the Configuration page. Help? -- Mike Gracy www.MyPoints.com Unix/Network Sysadmin 525 Market St. 34th Floor San Francisco, Ca 94105 Desk-415.829.6174 Fax-415-829-6174 ___ 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
