RE: [rt-users] RTFM Install Problem - not sure what to do
I had tried that previously and forgot to put that in my last message. Here are the results when I do that. I looked at /opt/rt3/lib and I didn't see $RT::LocalPath defined anywhere in there. Currently the RTFM directory lies in ~/Desktop/RTFM-. Do I need to place it elsewhere for the install? Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm: /opt/rt3/lib Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /opt/rt3/lib /opt/rt3/lib/rt3/lib /opt/rt3/lib/lib/rt3 /opt/rt3/lib/lib Path to your RT.pm: Greg Evans Internet Support Hood Canal Communications (360) 898-2481 ext.212 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Emmanuel Lacour Sent: Friday, January 18, 2008 12:18 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTFM Install Problem - not sure what to do On Fri, Jan 18, 2008 at 08:54:21AM -0800, Greg Evans wrote: > I am trying to get RTFM 2.2.1 installed and when I do the very first thing > it says perl Makefile.pl this is what is returned. > > I am not sure what $RT::LocalPath even is or even how to define it. If > someone could be so kind as to tell a complete RT Newbie what I need to do > to make this work, that would be fantastic. > > # perl Makefile.PL > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib > Path to your RT.pm: Your RT seems located in /opt/rt3, so just type here "/opt/rt3/lib" then hit "Enter". > > > > # locate RT.pm > /opt/rt3/lib/RT.pm > /opt/rt3/lib/RT.pm.in ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM Install Problem - not sure what to do
On Fri, Jan 18, 2008 at 08:54:21AM -0800, Greg Evans wrote: > I am trying to get RTFM 2.2.1 installed and when I do the very first thing > it says perl Makefile.pl this is what is returned. > > I am not sure what $RT::LocalPath even is or even how to define it. If > someone could be so kind as to tell a complete RT Newbie what I need to do > to make this work, that would be fantastic. > > # perl Makefile.PL > Cannot find the location of RT.pm that defines $RT::LocalPath in: inc > /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 > /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 > /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib > /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib > /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib > /sw/lib/rt3 /sw/lib > Path to your RT.pm: Your RT seems located in /opt/rt3, so just type here "/opt/rt3/lib" then hit "Enter". > > > > # locate RT.pm > /opt/rt3/lib/RT.pm > /opt/rt3/lib/RT.pm.in ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTFM Install Problem - not sure what to do
I am trying to get RTFM 2.2.1 installed and when I do the very first thing it says perl Makefile.pl this is what is returned. I am not sure what $RT::LocalPath even is or even how to define it. If someone could be so kind as to tell a complete RT Newbie what I need to do to make this work, that would be fantastic. # perl Makefile.PL Cannot find the location of RT.pm that defines $RT::LocalPath in: inc /usr/lib/perl5/5.10.0/i686-linux /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i686-linux /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /us . /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm: # locate RT.pm /opt/rt3/lib/RT.pm /opt/rt3/lib/RT.pm.in /root/Desktop/rt-3.6.5/lib/RT.pm /root/Desktop/rt-3.6.5/lib/RT.pm.in Regards, Greg Evans ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [Junk released by User action] Re: [rt-users] Disable Auto replymessage for a group
OK it works now! Thanks everyone for all the help with this, I was able
to get it to send the Autoreply only to regular users and not my
Helpdesk group by using the code supplied below. Mine looks like this:
if ( $self->TransactionObj->Type eq "Create" ) {
my @HelpDeskMembersEmails =
("[EMAIL PROTECTED]","[EMAIL PROTECTED]","[EMAIL PROTECTED]
om");
my $requestor = $self->TicketObj->RequestorAddresses();
if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails)
{
return undef;
}
return 1;
}
Thanks again to everyone that helped on this!
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Emmanuel
Lacour
Sent: Thursday, January 17, 2008 9:18 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [Junk released by User action] Re: [rt-users] Disable Auto
replymessage for a group
On Thu, Jan 17, 2008 at 08:48:45AM -0800, Sean McCreadie wrote:
> Kenn,
>
> Thanks for the tip on those actions, I didn't think about that before.
> I guess im still a little stuck on this because I need to be able to
> disable the Autoreply action for only those members of my RT group
> called "Helpdesk" and still have it work for all the unprivileged
users.
> Gene replied with a way to check group membership in a custom
condition,
> I think this is the way to go, but I can't seem to get the syntax
right
> to get it to work. Maybe there is a way to write in a custom
condition
> to return undef if the requestor is a privileged user? Perhaps I can
> just list all the email addresses of the members of my helpdesk group
in
> the custom condition? , as there are only about 10 members. I was
able
> to get it to work for one email address (I pasted the code in the
> original post) but I couldn't figure out how ot list several
addresses.
> Thanks again for all the help on this, I have learned a lot so far off
> this mailing list and hope to contribute more as I get more experience
> with RT.
>
Once you have an array with your helpdesk users emails, uses something
like this:
if ( $self->TransactionObj->Type eq "Create" )
{
my @HelpDeskMembersEmails = FIXME;
my $requestor = $self->TicketObj->RequestorAddresses();
if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails)
{
return undef;
}
}
return 1;
___
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Re: [rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time
Dirk, What you want to do is going to be very difficult. If custom field permissions checking had some context of the current ticket having it's CF permissions checked then you could do something clean, but unfortunately no context is provided. There are callbacks that allow you to override what mason components are used to display each CF and they do have ticket/page context, so you could use them to display edit/display read-only/not display based on the ticket and what context the CF is being viewed in. -Todd On 1/18/08, Dirk Pape <[EMAIL PROTECTED]> wrote: > > Hallo, > > --Am 18. Januar 2008 11:22:19 +0100 schrieb Dirk Pape > <[EMAIL PROTECTED]>: > > > For "pragmatic kind" of cf cannot be stored anywhere an "mandatory" > > status does not depend on the "pragmatic kind". > > this sentence is t a sentence I think, so next try. > > cfs for now have only a category (type) but there is no attribute to give > them the desired "pragmatics", that is on which pages they will be shown > or > can be entered and in which stage of the ticket they become mandatory. > > I look for a way to express this in the database and use this information > in the mason code systematically. > > Regards, Dirk. > > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time
Hallo, --Am 18. Januar 2008 11:22:19 +0100 schrieb Dirk Pape <[EMAIL PROTECTED]>: For "pragmatic kind" of cf cannot be stored anywhere an "mandatory" status does not depend on the "pragmatic kind". this sentence is t a sentence I think, so next try. cfs for now have only a category (type) but there is no attribute to give them the desired "pragmatics", that is on which pages they will be shown or can be entered and in which stage of the ticket they become mandatory. I look for a way to express this in the database and use this information in the mason code systematically. Regards, Dirk. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How-to-do? Ticket Custom fields with different pragmatics in Ticket life time
Hello, for some Queues we have a couple of Custom fields to be attached to Tickets in this Queue. These Custom Fields are of different kind with respect to when they are expected to get a value and whether this value is expected to change. Let me give an example: 1. some keywords have to be added by helpdesk personal when they first create or take the ticket (if it is created by customer). 2. severity and level of concern have to be entered in an early stage but may change during lifetime of the ticket. 3. some other field, for example if this ticket contains useful information to be postprocessed by some person responsible for the knowledge base is expected to be entered, when the ticket becomes resolved. For us it would be indeed useful to make entering a value mandatory when reolving a ticket. We would like to control where the entry fields for the custom fields are shown, for example cf of kind 1 should be visible/editable on the "create" and the "dispatch" screen (latter is a custom screen here), kind 2 should be editable on each correspondance or comment screen, kind 3 should only be visible on resolve screen and mandatory there. For "pragmatic kind" of cf cannot be stored anywhere an "mandatory" status does not depend on the "pragmatic kind". How would you implement this fetaure in RT without coding somthing like "if name of custom field is xyz then ... else ..." in all of these mason pages? Regards, Dirk. ___ 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
