Re: [rt-users] Logged out immediately after clicking on any link
I have tried both Firefox and IE. I am not certain whether I am using File or DB for the sessions, I know the SessionDir is empty. How do you add the Transaction argument to the Apache session? Thanks for the reply, --Carlos On Jan 25, 2008, at 3:38 PM, Kenneth Crocker wrote: Carlos, Are you using Firefox or IE? Are you using File or DB for your sessions? We use Firefox and File for our sessions and we resolved the problem by adding the 'Transaction' argument when setting up Apache sessions. Hope this helps. Kenn LBNL On 1/25/2008 4:57 AM, Carlos Solorzano wrote: We just installed RT on Gentoo. We are using Apache2, Perl 5.8.8, Mysql. The install seemed to all go well. When I go to the RT site I am able to log in and I see the first page then whatever page I try to visit redirects me to the login page again. I am able to perform tasks such as changing the password of my root user but I have to keep login in between clicks. Any ideas what I may have done wrong? I read lots of posts regarding this issue but no resolutions, and the few suggestions I saw I already tried. Thanks, --Carlos ___ 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] NotifyActor even prevents explicit CCs?
I think it's been there for ages and sure you're right that it's kind of odd and unexpected. Forward this message to the bug tracker so you'll be able to track it. On Jan 23, 2008 6:41 PM, Jay Lee [EMAIL PROTECTED] wrote: We have NotifyActor set to 0 to cut down on the amount of useles messages RT sends. However, it seems this even prevents the actor from receiving messages if they explictly enter themself into the CC: field on a Reply or Comment. Is this the desired behavior? Would it make sense to override NotifyActor if the address is explicitly set? This is on 3.6.6 BTW, not sure if the behavior has changed with recent upgrade because I just now noticed this behavior. Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ 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] Failed upgrade to RT 3.6.6 with Asset Tracker
Two possible reasons that it can not find file /opt/rt3/etc/AssetTracker/AT_Config.pm 1) no such file 2) permissions may be something else, but these are the most common On Jan 23, 2008 6:36 PM, Sean McCreadie [EMAIL PROTECTED] wrote: Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ 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] API $user-create problems
On Thu, Jan 24, 2008 at 03:29:16PM +0100, Krieg, Alexander wrote:
Hi,
i just created a script to add existing users to existing groups, that
works fine.
I also can create queues, groups and set rights for all of them.
But i cannot create a simple user and find him than over the web-gui, i
think it cannot be so hard, but i do not see my mistake.
here the code i use, and i do not get any error messages or warnings.
use lib (/opt/rt3/local/lib, /opt/rt3/lib, /opt/rt3/etc/);
use warnings;
use RT::User;
use RT::Group;
use Getopt::Long;
use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc);
CleanEnv();
RT::LoadConfig();
RT::Init();
my $user = RT::User-new($RT::SystemUser);
$user-Create(Name = 'foo',
EmailAddress = '[EMAIL PROTECTED]',
Privileged = 1,
Password = 'foo',
RealName = 'foo test');
i think it should work !?
It looks ok to me (I use some similar code in my scripts), try to catch an
error:
my ($code, $msg) = $user-Create ...
if ( ! $code )
{
print STDERR Error creating user: $msg\n;
}
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Re: [rt-users] Override global scrip on ticket-by-ticket basis?
Hi Sarah,
This should be pretty simple. Create a Select one value custom field,
say SendResolutionMail with 2 possible values: Yes and No. Select this
custom field in each queue that you want to be able to shut off the
resolution e-mail. Then have your resolvers select No in the ticket if
they don't want an e-mail going out when the ticket gets resolved.
In your global resolve scrip, change the condition to User Defined and use
the following as the condition:
{ ### True if (status changes to resolved) and (CF SendResolutionMail
doesn't exist or exists and is Yes)
my $switch = get_custom('SendResolutionMail');
### $sendit is true if the CF doesn't exist OR it exists and is 'Yes'
my $sendit = ! $switch || $switch eq 'Yes'
my $Transaction = $self-TransactionObj;
my $val = $Transaction-Type eq 'Status'
$Transaction-NewValue eq 'resolved'
$sendit;
return $val;
### Returns custom field value
### get_custom($field_name)
sub get_custom {
my $target_name = $_[0];
my $val = $Ticket-FirstCustomFieldValue($target_name);
return $val if defined $val;
return undef;
}
}
There are probably other ways to do this, but this should do what you want.
Regards,
Gene
At 12:02 PM 1/24/2008, Sarah Pomerantz wrote:
My goal is to have a switch on the Resolve screen so a user can select
whether or not the Resolved template is sent.
Currently I have a global scrip Resolve: On Resolve Notify
Requestors and Ccs with template Resolved
I see that you can write custom conditions for scrips
(http://wiki.bestpractical.com/view/WriteCustomCondition
,
http://www.gossamer-threads.com/lists/rt/users/12350?do=post_view_threaded
).
However these would not account for the case-by-case nature of this
situation. I want to be able to skip the global scrip Resolve on a
ticket-by-ticket basis, not queue by queue. Is this possible, ideally
through a UI option on the Resolve screen?
Thanks,
Sarah Pomerantz
[EMAIL PROTECTED]
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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[rt-users] (no subject)
I would ask this question to the asset track list or look at their wiki, but those aren't available. I have AT installed and it appears in the RT menu, however, the only option I have for adding machines is server. I don't have any other types of machines available and can't figure out how to add them. I tried editing one of the config files and more types appeared in the view, but when you go to add a new asset, the only type is still server. Could anyone point me to info on how to set this up or help me out? Thanks, Chris ___ 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] RTIR Custom Field Display
Does anyone know how RTIR hides it's custom fields from being displayed by the call: /Ticket/Elements/ShowCustomFields, Ticket = $TicketObj in the share/html/RTIR/Incident/Display.html ? I mean, they hard code the values in, but somehow there is magic somewhere that keeps this command from presenting them? Any ideas? -- Wes Young Network Security Analyst University at Buffalo --- | my OpenID:| http://tinyurl.com/2zu2d3 | --- ___ 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] Accessing User_Local.pm user defined methods from Mason
Hi,
I'm trying to get the Owner drop downs in RT to display a name built
by the following method:
## This is in User_Local.pm
no warnings qw(redefine);
sub DisplayName {
my $self = shift;
my $displayName = $self-Name;
if($self-RealName =~ /\b(\w+)\b.*\b(\w+)\b/){
$displayName = $1 $2;
}
$displayName = (($self-NickName) ? $self-NickName :
$displayName);
return ($displayName);
}
1;
###
Then I changed Elements/SelectOwner (line 57) from
%$User-Name%/option
to
%$User-DisplayName%/option
Now, however I get an error from Mason stating:
RT::CurrentUser::DisplayName Unimplemented in HTML::Mason::Commands. (/
usr/local/share/request-tracker3.6/html/Elements/SelectOwner line 57)
I have searched a bit through the code and found that CurrentUser
defines this:
sub _CoreAccessible {
{
Name = { 'read' = 1 },
Gecos= { 'read' = 1 },
RealName = { 'read' = 1 },
Lang = { 'read' = 1 },
Password = { 'read' = 0, 'write' = 0 },
EmailAddress = { 'read' = 1, 'write' = 0 },
};
}
I don't really know what this is, but I'm guessing it's for database
getters and setters, which is not really what I want. I just want to
be able to access my method.
What would be the correct way to be able to access my method from mason?
I have tried adding DisplayName = { 'read' = 1 }, and it works..
kind of. The first user's name in the drop down never gets displayed.
Somehow the first call to the method never goes through..
Any suggestions are welcome!
Thank you for your time
Paulo F. Andrade
[EMAIL PROTECTED]
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[rt-users] [admin] Yes, there is list trouble
It appears that mailman has been grouchy for the last couple days and has been eating messages. We're in the process of recovering things and may or may not have lost mail you've sent. Please give me a day before you resend. -j ___ 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] RT/RTFM Question regarding images
Now that I have RT and RTFM up and running as well as some other extensions, etc. I am interested in finding out if it is possible to include images in my tickets from the RTFM article. For example, I have created an RTFM article that has inline images. When I click on display, it looks exactly like I would want it to. When I add it to RT however, each image that I would like to be displayed with the instructions only shows up as [image] Is there a way to make it so that the images I used in RTFM via the standard HTML show up when I add that article to a ticket? Thanks. 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
[rt-users] Logged out immediately after clicking on any link
We just installed RT on Gentoo. We are using Apache2, Perl 5.8.8, Mysql. The install seemed to all go well. When I go to the RT site I am able to log in and I see the first page then whatever page I try to visit redirects me to the login page again. I am able to perform tasks such as changing the password of my root user but I have to keep login in between clicks. Any ideas what I may have done wrong? I read lots of posts regarding this issue but no resolutions, and the few suggestions I saw I already tried. Thanks, --Carlos ___ 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] change date format in query results
Greetings, I want to change the date format (for Due) in the search results page such that it doesn't display the time. I.e. I want something like: Tue Jan 22 2007. I'm sure that if I can find the relevant source code snippet I can figure out how to change it, but I can't seem to find it. Can anyone point me to it? Thanks, Steve Holmes ___ 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] Override global scrip on ticket-by-ticket basis?
My goal is to have a switch on the Resolve screen so a user can select whether or not the Resolved template is sent. Currently I have a global scrip Resolve: On Resolve Notify Requestors and Ccs with template Resolved I see that you can write custom conditions for scrips (http://wiki.bestpractical.com/view/WriteCustomCondition , http://www.gossamer-threads.com/lists/rt/users/12350?do=post_view_threaded ). However these would not account for the case-by-case nature of this situation. I want to be able to skip the global scrip Resolve on a ticket-by-ticket basis, not queue by queue. Is this possible, ideally through a UI option on the Resolve screen? Thanks, Sarah Pomerantz [EMAIL PROTECTED] ___ 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] UTF8, MIME::Encoding Subject Line, troubles again/still.
Hi!
Looks like this probles take plase if value of $value variable is mixed,
i.e. exist single byte coded chars and double byte coded chars on it.
-Исходное сообщение-
От: Alexey G Misyurenko [mailto:[EMAIL PROTECTED]
Отправлено: 24 января 2008 г. 13:17
Кому: 'rt-users@lists.bestpractical.com'
Тема: UTF8, MIME::Encoding Subject Line, troubles again/still.
Hi!
I find that 'Subject' field of mail header still encoded to utf8 twice.
Here 'debug trace' of ${RT_PATH}/lib/RT/Action/SendEmail.pm
[Thu Jan 24 09:53:25 2008] [crit]: BEFORE
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:955)
[Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'.
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:956)
[Thu Jan 24 09:53:25 2008] [crit]: use Jcode;
my $jcode = Jcode-new($str);
my @chunks = $jcode-jfold($max,'\n');is '[rtname #43] AutoReply:
РС%Рч Р?Р?РёР? С'РчС?С'РёР?'. (/usr/local/newrt/local/lib/RT/Action/Sen
dEmail.pm:957)
[Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is ON.
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:960)
[Thu Jan 24 09:53:25 2008] [crit]: String UTF8 format is OK
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:962)
[Thu Jan 24 09:53:25 2008] [crit]: AFTER
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:978)
[Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'.
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:980)
[Thu Jan 24 09:53:25 2008] [crit]: Value is '[rtname #43] AutoReply:
Г?ВГ'В%Г?Вч Г?В?Г?В?Г?ВёГ?В? Г'В'Г?ВчГ'В?Г'В'Г?ВёГ?В?'.
(/usr/local/newrt/local/lib/
RT/Action/SendEmail.pm:981)
[Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is OFF.
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:992)
Some remarks
BEFORE - mean before
sub MIMEEncodeString
Line_num 952 ( of original SendMail.pm )
Line code Encode::_utf8_off($value);
AFTER - mean after
sub MIMEEncodeString
Line_num 953 ( of original SendMail.pm )
Line code my $res = Encode::from_to( $value, utf-8, $charset );
Charset - value of variable $charset
Value - values of variable $value
Any Ideas how to correctly fix troubles???
=== some information about RT
Perl v5.8.5 under linux Apache2::Const v2.03; Apache2::Log v2.03;
Apache2::Module v2.03; Apache2::RequestIO v2.03;
Apache2::RequestRec v2.03; Apache2::RequestUtil v2.03;
Apache2::Response v2.03; Apache2::ServerUtil v2.03;
Apache2::Status v4.00; Apache::DBI v1.06; Apache::Session v1.85;
Apache::Session::File v1.54; Apache::Session::Generate::MD5 v2.1;
Apache::Session::Lock::File v1.04; Apache::Session::Serialize::Storable
v1.01; Apache::Session::Store::File v1.03; APR v0.009000; APR::Pool
v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.06; bytes
v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp
v1.03; CGI v3.33; CGI::Cookie v1.28; CGI::Util v1.5; Class::Container
v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone
v0.28; constant v1.04; Cwd v3.27; Data::Dumper v2.121; Date::Format
v2.22; Date::Parse v2.27; DBD::Oracle v1.20; DBI v1.601;
DBIx::SearchBuilder v1.51; DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15;
Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00;
Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00;
Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00;
Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.23;
Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl
v1.05; File::Basename v2.73; File::Glob v1.03; File::Path v1.06;
File::Spec v3.27; File::Spec::Unix v3.27; File::Temp v0.20; FileHandle
v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04;
HTML::FormatText v2.04; HTML::Mason v1.38; HTML::Mason::ApacheHandler
v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1;
HTML::Mason::Exception::Compilation v1.1;
HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline
v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax
v1.1; HTML::Mason::Exception::System v1.1;
HTML::Mason::Exception::TopLevelNotFound v1.1;
HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43;
HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.10;
HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.33;
I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23; IO::File v1.14;
IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray
v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.01;
IPC::Open3 v1.0106; lib v0.5565; List::Util v1.19; Locale::Maketext
v1.09; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.65;
Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.20;
Log::Dispatch::Base v1.09;
[rt-users] Set Requestor using current users
Still evaluating RT for use in my office and trying to figure out if it can do something our current Ticket software does. Our users aren't going to be using RT to log tickets themselves. They'll either send tickets in by email or call into our phone support and we'll take care of getting the tickets into RT. In the New Ticket form, the Requestor field is just a text field that auto-fills in with the currently logged in user. That won't work for us since the Requestors will all be external users. Our current ticket software has a text/dropdown that lets you either choose from the dropdown or enter a new user. Is there any way to make RT do something similar? I was thinking a separate custom field that is a dropdown of existing users, but I don't see how to have that value assigned back as the Requestor. Has anyone else needed this kind of feature and figured something out? Thanks, Keith ___ 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] Allowing unpriveledged users to see more then just their own tickets.
Hi, I've search for a solution to this problem, and although similar situations have been discussed in the past, I'm still unsure of what would be a good solution to this problem. The problem is this: We want some people using RT to use the simple SelfService interface. However, some of these people are all be interested in the same product, and we want them all to be able to see all the tickets in a particular queue. The most obvious way to achieve this, to me at least (and I have very little experience administrating RT), would be to add all these people to a group, and then write a scrip that adds the group as a cc contact whenever a ticket gets added to a particular queue. The problem with this is that then the users can't be unpriveledged (since unpriviledged users can't be added to groups), and therefore don't get the SelfService interface. Possible work arounds would be: 1. Hack RT to allow unpriviledged users to be added to groups 2. Hack RT to redirect certain users to the SelfService interface when they login. 3. Have the scrip add a list of users as cc's or requesters rather then a group. I don't like solution 3 because any new users wouldn't be able to see tickets that were added before the user was added. I don't know if either of the remaining solutions are good solutions, or if there's a simpler way that I'm missing. Any advice would be greatly appreciated. -Oliver ___ 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: AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template?
Ham Torsten,
I just caught the tail-end of your inquiry. If I understand your
dilema, you are trying to get a CF called description into your
notification template? If so, we use the following code that works quite
well for us:
Subject: Request Titled: {$Ticket-Subject} has been resolved!
This ticket has been resolved. DO NOT reply to this message!
-
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)}
Ticket Owned by: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
QA Approved on: N/A
QA Approved by: N/A
Migratedon: {substr($Ticket-Resolved, 0, 10)}
Migratedby: {$Ticket-LastUpdatedByObj-Name}
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
else
{
$Resolution_Comment = No comment.
}
return $Resolution_Comment;
}
-
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
Please notice we pick up two different comments in the template and use
two different styles as well. We use this as a model for grabbing CF's
for a template. Anyway, hope this helps.
Kenn
LBNL
On 1/21/2008 7:34 AM, Ham MI-ID, Torsten Brumm wrote:
;-) OK, then i have to go the hard waybut hopefully jesse or one of the
RT developers read this mails ;-)
Thanks
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.),
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen,
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich
haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg
Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne
-Ursprüngliche Nachricht-
Von: Emmanuel Lacour [mailto:[EMAIL PROTECTED]
Gesendet: Montag, 21. Januar 2008 16:23
An: Ham MI-ID, Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Simple Question: CustomField of Type
SelectOneValue /How to get the Description from a Scrip/Template?
On Mon, Jan 21, 2008 at 03:40:08PM +0100, Ham MI-ID, Torsten
Brumm wrote:
Shame on me... :-(
Tryed it out with this (re read your Mail ;-) !)
To: {$Ticket-CustomFieldValues('Occured in
Module')-First-Description;}
Subject: {$Ticket-Subject}
A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT.
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
-
{$Transaction-Content()}
And i get this error now :-(
Jan 21 14:38:14 bruchtal-www3 RT: Template parsing error:
RT::ObjectCustomFieldValue::Description Unimplemented
Argh, it seems that we don't have access to description in
this kind of object (RT::ObjectCustomFieldValue) :(
No more idea :-/
--
Emmanuel Lacour
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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[rt-users] Announce: RT Docs Project
Hey all, over on rt-devel, there's been some discussion of rekindling a collaborative RT documentation project based on the local administrative and user guides created by many of your organizations. To that end, I've created a public subversion repository and mailing list. http://code.bestpractical.com/bps-public/rt-docs http://lists.bestpractical.com/mailman/listinfo/rt-docs If you're interested in contributing to the project, please join the mailing list and drop me a line to request a commit bit. Best, Jesse -- ___ 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] NotifyActor even prevents explicit CCs?
We have NotifyActor set to 0 to cut down on the amount of useles messages RT sends. However, it seems this even prevents the actor from receiving messages if they explictly enter themself into the CC: field on a Reply or Comment. Is this the desired behavior? Would it make sense to override NotifyActor if the address is explicitly set? This is on 3.6.6 BTW, not sure if the behavior has changed with recent upgrade because I just now noticed this behavior. Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University ___ 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
UPDATED: RE: [rt-users] RTFM Install Problem - not sure what to do
System Config: Thought this might help if someone was trying to look into this for me since there is so little information with my problem on the net Thanks again Perl v5.8.8 under linux Apache2::Const v2.02; Apache2::Log v2.02; Apache2::Module v2.02; Apache2::RequestIO v2.02; Apache2::RequestRec v2.02; Apache2::RequestUtil v2.02; Apache2::Response v2.02; Apache2::ServerUtil v2.02; Apache2::Status v4.00; Apache::DBI v1.06; Apache::Session v1.85; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.01; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; APR v0.009000; APR::Pool v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp v1.04; CGI v3.15; CGI::Cookie v1.26; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone v0.28; constant v1.05; Cwd v3.26; Data::Dumper v2.121_08; Date::Format v2.22; Date::Parse v2.27; DateTime v0.41; DateTime::Format::Mail v0.3001; DateTime::Format::W3CDTF v0.04; DateTime::Locale v0.35; DateTime::TimeZone v0.6904; DateTime::TimeZone::Floating v0.01; DateTime::TimeZone::Local v0.01; DateTime::TimeZone::OffsetOnly v0.02; DateTime::TimeZone::UTC v0.01; DBD::mysql v3.0007; DBI v1.601; DBIx::SearchBuilder v1.50; DBIx::SearchBuilder::Union v0; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15; Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00; Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.12; Encode::Alias v2.04; Encode::Config v2.01; Encode::Encoding v2.02; Encode::Guess v2.00; Encode::Unicode v2.02; Errno v1.0901; Exception::Class v1.23; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; File::Basename v2.74; File::Glob v1.05; File::Path v1.08; File::Spec v3.26; File::Spec::Functions v3.26; File::Spec::Unix v3.26; File::Temp v0.20; FileHandle v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04; HTML::FormatText v2.04; HTML::Mason v1.32; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.10; HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.22; IO::File v1.13; IO::Handle v1.25; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.1; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.02; IPC::Open3 v1.02; lib v0.5565; List::Util v1.18; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.65; Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.20; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v2.02; Mail::Field v2.02; Mail::Field::AddrList v2.02; Mail::Field::Date v2.02; Mail::Field::Generic v2.02; Mail::Header v2.02; Mail::Internet v2.02; Mail::Util v2.02; MIME::Base64 v3.07; MIME::Body v5.420; MIME::Decoder v5.420; MIME::Decoder::NBit v5.420; MIME::Entity v5.420; MIME::Field::ContDisp v5.420; MIME::Field::ConTraEnc v5.420; MIME::Field::ContType v5.420; MIME::Field::ParamVal v5.420; MIME::Head v5.420; MIME::Parser v5.420; MIME::QuotedPrint v3.07; MIME::Tools v5.420; MIME::Words v5.420; mod_perl v2.02; mod_perl2 v2.02; ModPerl::Const v2.02; Module::Versions::Report v1.03; overload v1.04; Params::Validate v0.89; POSIX v1.09; re v0.05; Regexp::Common v2.120; Regexp::Common::delimited v2.104; RT v3.6.5; RT::Interface::Email v2; Scalar::Util v1.18; SelectSaver v1.01; Socket v1.78; Storable v2.15; strict v1.03; Symbol v1.06; Sys::Syslog v0.13; Text::Autoformat v1.13; Text::Quoted v2.03; Text::Reform v1.11; Text::Tabs v2005.0824; Text::Template v1.44; Text::WikiFormat v0.79; Text::Wrapper v1.01; Time::HiRes v1.86; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2006.0814; Time::Timezone v2006.0814; Time::Zone v2.22; Tree::Simple v1.18; UNIVERSAL v1.01; UNIVERSAL::require v0.11; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.06; vars v1.01; warnings v1.05; warnings::register v1.01; XML::Parser v2.36; XML::Parser::Expat v2.36; XML::RSS v1.31; XSLoader v0.06; RT Variables
[rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker
Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 ___ 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] CF : Comboxbox dynamic content
Hi all, I'm (very, very) new RT user and don't find the answer to solve my problem. I hope anyone can help me. 2 Custom Fields - combobox The first combobox contains 2 values The values displayed on the second combobox depend of the selected value on the first combobox. Is this possible ? If yes, how can I do that ? I hope you anderstand what I mean, because my english is not very good :-\ Thanks Horst ___ Le contenu de ce courriel est uniquement réservé à la personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu, veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit. The content of this e-mail is intended only and solely for the use of the named recipient or organisation. If you are not the named recipient, please inform us immediately and delete the present e-mail. In this case, you are nor allowed to copy, distribute or use this e-mail in any way. ___ ___ 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] mysql2pg
В сообщении от Tuesday 22 January 2008 20:25:18 j0ey.de написал(а): Hey there, is this Howto suitable for 3.6.3? https://www.safernet.org.br/twiki/bin/view/Colaborar/RT_MySQL2Pg (from: http://wiki.bestpractical.com/view/MySQLToPg) Best regards, joey ___ 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 yes -- Best Regards, Artem A. Kuzyakov System Administrator AGAVA - Software Company http://www.agava.ru/ http://www.renter.ru/ [EMAIL PROTECTED] Tel.: +7 (495) 408-17-90 ___ 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] mysql2pg
j0ey.de wrote:
is this Howto suitable for 3.6.3?
It's what I based my move on, however, I did end up with some extra
hackery to get it to work properly, including extra indexes but that's
something I'm told should be evaluated on a per DB basis, and I
suspect ours is nothing like yours.
Rather than using the SQL they provided I just took it straight from the
RT install process.
The mysql2pg script it's self works, however you'll probably need to
update the table names.
I ended up creating a dedicated MySQL slave that I would run the test
migration/upgrade off. This meant that I could stop the replication and
have a static content while testing.
And as Jesse mentions on the Wiki, Binary attachments get messed up, It
took me a while to realize why my database had dropped from 10 Gig to 1 Gig.
Attached is the script I used to fix the attachments. It comes with the
standard worked for me disclaimer. I also had a modification in
Attachments_Local.pm to make ContentEncoding, and Content Writable.
# {{{ sub _LocalAccessible
sub _LocalAccessible {
{
Content = { 'read'=1, 'write' = 1 },
ContentEncoding = { 'read'=1, 'write' = 1 },
};
}
# }}}
If I understand one of Jesse's earlier messages correctly you could
probably add the following to my script.
{
no warnings qw/redefine/;
use RT::Attachment;
sub RT::Attachment::_LocalAccessible {
{
Content = { 'read'=1, 'write' = 1 },
ContentEncoding = { 'read'=1, 'write' = 1 },
};
}
}
Mark
--
Mark Chappell
Unix Systems Administrator
#!/usr/bin/perl -w
# #
# mysql2pg.pl - Helps migration of RT database from MySQL to PostgreSQL #
# Copyright (C) 2007 - Gilmar Santos Jr #
# #
# This program is free software; you can redistribute it and/or modify#
# it under the terms of the GNU General Public License as published by#
# the Free Software Foundation; either version 2 of the License. #
# #
# This program is distributed in the hope that it will be useful, #
# but WITHOUT ANY WARRANTY; without even the implied warranty of #
# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the #
# GNU General Public License for more details.#
# #
# You should have received a copy of the GNU General Public License #
# along with this program; if not, write to the Free Software #
# Foundation, Inc., 51 Franklin Street, Fifth Floor, Boston, #
# MA 02110-1301, USA #
# #
# Gilmar Santos Jr - [EMAIL PROTECTED] #
# #
use strict;
use DBI;
use Data::Dumper;
use lib (/etc/request-tracker3.6, /usr/share/request-tracker3.6/lib,
/usr/local/share/request-tracker3.6/lib);
use RT::Interface::CLI qw(CleanEnv GetCurrentUser);
use RT::Attachment;
CleanEnv();
RT::LoadConfig();
RT::Init();
$SIG{__DIE__} = ;
# Adjust usernames and passwords!!! #
my $mysql = DBI-connect(DBI:mysql:database=rt3:host=chas, root, mv920-h)
or die $DBI::errstr;
my @tables = (
'Attachments',
);
$| = 1;
foreach my $table (@tables) {
print \rConverting $table... ;
my $nr_regs = $mysql-selectall_arrayref(
qq|SELECT count(*) FROM $table;|)-[0][0];
print ($nr_regs lines)\n;
my $data= $mysql-selectall_arrayref(
qq|SELECT * FROM $table ORDER BY ID DESC LIMIT
1 OFFSET 0|,
{ Slice = {} } ) or die
$mysql-errstr;
my @keys = keys %{$data-[0]};
foreach my $reg (0 .. ($nr_regs - 1 ? : $nr_regs - 1) ) {
my $Attachment = RT::Attachment-new($RT::SystemUser);
$Attachment-Load( $data-[$reg]-{'id'});
next if ( lc($data-[$reg]-{'ContentType'}) eq text/plain);
my ($ContentEncoding, $Body) = $Attachment-_EncodeLOB(
$data-[$reg]-{'Content'}, $data-[$reg]-{'ContentType'});
my ($val, $msg) = $Attachment-SetContent( $Body );
print \n *ERROR* $msg \n unless ($val || $msg =~ /That is
already the current value/);
($val, $msg) = $Attachment-SetContentEncoding(
$ContentEncoding );
print
Re: [rt-users] non-root users not seeing custom attribute fields in new ticket form or mody ticket form
Kenneth Crocker wrote: Tom, If I understand your question, you are wondering why a particular Custom Field is not visable when creating a ticket, even if the user is root. The answer is related to how RT links Custom Fields to a ticket. Ah, no - the root user can see and enter a value for the custom attribute, its the other users that cannot. The user or user privileges SeeCustomField, ModifyCustomField, and AdminCustomField refer to what a user can do to a Custom Field IF )and IF is the pertinate word here) the Custom Field has been applied to a queue. In other words, the User rights (for a CF) don't mean anything unless the Custom Field has already been applied to the tickets in a So I guess I am looking to find out what privilege I need to give the other users to see the custom attribute... Cheers, Tom ___ 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] Set Requestor using current users
On Wed, Jan 23, 2008 at 03:58:32PM -0500, Keith wrote: Still evaluating RT for use in my office and trying to figure out if it can do something our current Ticket software does. Our users aren't going to be using RT to log tickets themselves. They'll either send tickets in by email or call into our phone support and we'll take care of getting the tickets into RT. In the New Ticket form, the Requestor field is just a text field that auto-fills in with the currently logged in user. That won't work for us since the Requestors will all be external users. Our current ticket software has a text/dropdown that lets you either choose from the dropdown or enter a new user. Is there any way to make RT do something similar? I was thinking a separate custom field that is a dropdown of existing users, but I don't see how to have that value assigned back as the Requestor. Has anyone else needed this kind of feature and figured something out? Here we modified a little bit the share/html/Ticket/Create.html, to propose as requestor a list of emails from our customer database or a free form. Not difficult to do IMHO if you now a little bit of perl and html. I cannot send you a patch because it is very specific to our company (xmlrpc to get custmers emails depending on the queue). ___ 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] CF : Comboxbox dynamic content
On Wed, Jan 23, 2008 at 04:03:00PM +0100, Horst Kriegers wrote: Hi all, I'm (very, very) new RT user and don't find the answer to solve my problem. I hope anyone can help me. 2 Custom Fields - combobox The first combobox contains 2 values The values displayed on the second combobox depend of the selected value on the first combobox. Is this possible ? Not really (unless you modify a little bit RT with a bit of javascript) but you can use a select type customfield and use the category field. Example: CF: Test Type: Select One value Content: SortOrder ; Name ; Description ; Category 0 ; App1 ; ; Customer1 0 ; App2 ; ; Customer1 0 ; App1 ; ; Customer2 0 ; App2 ; ; Customer2 0 ; App3 ; ; Customer2 This way you will get a two level customfield, first select the customer (category), then the Name (application). ___ 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] RTx::AssetTracker asset type fields setup
Sorry for the repost; I noticed the previous one didn't have a subject. I would ask this question to the asset track list or look at their wiki, but those aren't available. I have AT installed and it appears in the RT menu, however, the only option I have for adding machines is server. I don't have any other types of machines available and can't figure out how to add them. I tried editing one of the config files and more types appeared in the view, but when you go to add a new asset, the only type is still server. Could anyone point me to info on how to set this up or help me out? Thanks, Chris ___ 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] non-root users not seeing custom attribute fields in new ticket form or mody ticket form
Tom, If I understand your question, you are wondering why a particular Custom Field is not visable when creating a ticket, even if the user is root. The answer is related to how RT links Custom Fields to a ticket. The user or user privileges SeeCustomField, ModifyCustomField, and AdminCustomField refer to what a user can do to a Custom Field IF )and IF is the pertinate word here) the Custom Field has been applied to a queue. In other words, the User rights (for a CF) don't mean anything unless the Custom Field has already been applied to the tickets in a queue. Hope this helps. Kenn LBNL On 1/25/2008 5:04 AM, Tom H wrote: Hi, I have added an on hold custom attribute, which should be available to privileged users when creating a new ticket through the web interface, and to users with edit ticket rights on existing tickets. However the privileged users do not get the fields appearing in the web interface. I tried adding seeCustomField and AdminCustomField to the requestor global group, but its not changing the create ticket form. I noticed that there is an Applies To option on the Configuration - Custom Fields - Custom field name - Applies to menu, but as the root user can already add these attributes to tickets, I can't see what I would have to select these. After all I have selected the custom fields at the global level... (The root user sees the fields correctly, when creating or editing tickets.) Thanks, Tom ___ 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
[rt-users] Canned Replies
I've been thinking about the last request we have from our CS dept, to have easy access to a list of answers to common questions. I've read through the CannedReplies page on the wiki, and also read the intro to RTFM. Obviously, simple is good, and after reading the intro, RTFM might be more than we need. I also couldn't find any screenshots of it being used from an RT ticket, just the basic ones in the documentation PDF. Here's the basic desires: Simple pulldown menu to select a canned reply when answers a ticket Easy interface to copy/paste a new canned reply into the system (for users that aren't RT admins) Capacity to handle several hundred canned replies. (understand the pulldown approach might not work for this) Searching canned response content might be nice Given those needs, does anyone have a recommendation on which approach to try first? Thanks, Steve Cochran ___ 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] Canned Replies
At Thursday 1/24/2008 10:31 AM, Steve Cochran wrote: I've been thinking about the last request we have from our CS dept, to have easy access to a list of answers to common questions. I've read through the CannedReplies page on the wiki, and also read the intro to RTFM. Obviously, simple is good, and after reading the intro, RTFM might be more than we need. I also couldn't find any screenshots of it being used from an RT ticket, just the basic ones in the documentation PDF. Here's the basic desires: Simple pulldown menu to select a canned reply when answers a ticket Easy interface to copy/paste a new canned reply into the system (for users that aren't RT admins) Capacity to handle several hundred canned replies. (understand the pulldown approach might not work for this) Searching canned response content might be nice Given those needs, does anyone have a recommendation on which approach to try first? Thanks, Steve Cochran Hello Steve, I put the CannedReplies contrib on the wiki - it can only satisfy the first of your requirements, so wouldn't be a good solution for you. It sounds like you need RTFM or other KB solution. Steve ___ 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] Accessing User_Local.pm user defined methods from Mason
Hello,
--Am 25. Januar 2008 18:22:46 + schrieb Paulo Filipe Andrade
[EMAIL PROTECTED]:
I have tried adding DisplayName = { 'read' = 1 }, and it works..
kind of. The first user's name in the drop down never gets displayed.
Somehow the first call to the method never goes through..
Any suggestions are welcome!
I am quite sure that the first user in the dropdown is Nobody which has
neither Nickname nor Realname. You need a fallback (e.g. to User-Name if
both are empty).
We have already a patch for the same thing (and more): We did not like that
in some cases the Emailaddress was displayed when showing a user in other
cases the Username (with or without Real Name).
So we patched most occurrences where users are displayed with a call to
DisplayName or (in some cases) FriendlyEmailAddress, methods which we
implemented in User_Overlay.pm.
I attach a link to our patch here for reference. You may find that it is
worth to modify other places of User display as well. (The patch is not yet
ready because I am not sure whether we missed some places, where a User
will be displayed - so we did not yet modify Admin pages).
http://page.mi.fu-berlin.de/pape/rt3/patches/rt/unified_user_display.patch
Regards,
Dirk.
--
Dr. Dirk Pape (eAS - Projektleitung Campus Management)
Freie Universitaet Berlin
Grunewaldstr. 34a, 12165 Berlin
Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654
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[rt-users] UTF8, MIME::Encoding Subject Line, troubles again/still.
Hi!
I find that 'Subject' field of mail header still encoded to utf8 twice.
Here 'debug trace' of ${RT_PATH}/lib/RT/Action/SendEmail.pm
[Thu Jan 24 09:53:25 2008] [crit]: BEFORE
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:955)
[Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'.
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:956)
[Thu Jan 24 09:53:25 2008] [crit]: Value is '[rtname #43] AutoReply: РС%Рч
Р?Р?РёР? С'РчС?С'РёР?'. (/usr/local/newrt/local/lib/RT/Action/Sen
dEmail.pm:957)
[Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is ON.
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:960)
[Thu Jan 24 09:53:25 2008] [crit]: String UTF8 format is OK
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:962)
[Thu Jan 24 09:53:25 2008] [crit]: AFTER
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:978)
[Thu Jan 24 09:53:25 2008] [crit]: Charset is 'utf-8'.
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:980)
[Thu Jan 24 09:53:25 2008] [crit]: Value is '[rtname #43] AutoReply:
Г?ВГ'В%Г?Вч Г?В?Г?В?Г?ВёГ?В? Г'В'Г?ВчГ'В?Г'В'Г?ВёГ?В?'.
(/usr/local/newrt/local/lib/
RT/Action/SendEmail.pm:981)
[Thu Jan 24 09:53:25 2008] [crit]: UFT8 flags is OFF.
(/usr/local/newrt/local/lib/RT/Action/SendEmail.pm:992)
Some remarks
BEFORE - mean before
sub MIMEEncodeString
Line_num 952 ( of original SendMail.pm )
Line code Encode::_utf8_off($value);
AFTER - mean after
sub MIMEEncodeString
Line_num 953 ( of original SendMail.pm )
Line code my $res = Encode::from_to( $value, utf-8, $charset );
Charset - value of variable $charset
Value - values of variable $value
Any Ideas how to correctly fix troubles???
=== some information about RT
Perl v5.8.5 under linux Apache2::Const v2.03; Apache2::Log v2.03;
Apache2::Module v2.03; Apache2::RequestIO v2.03;
Apache2::RequestRec v2.03; Apache2::RequestUtil v2.03;
Apache2::Response v2.03; Apache2::ServerUtil v2.03;
Apache2::Status v4.00; Apache::DBI v1.06; Apache::Session v1.85;
Apache::Session::File v1.54; Apache::Session::Generate::MD5 v2.1;
Apache::Session::Lock::File v1.04; Apache::Session::Serialize::Storable
v1.01; Apache::Session::Store::File v1.03; APR v0.009000; APR::Pool
v0.009000; APR::Table v0.009000; AutoLoader v5.60; base v2.06; bytes
v1.01; Cache::Simple::TimedExpiry v0.27; capitalization v0.03; Carp
v1.03; CGI v3.33; CGI::Cookie v1.28; CGI::Util v1.5; Class::Container
v0.12; Class::Data::Inheritable v0.06; Class::ReturnValue v0.55; Clone
v0.28; constant v1.04; Cwd v3.27; Data::Dumper v2.121; Date::Format
v2.22; Date::Parse v2.27; DBD::Oracle v1.20; DBI v1.601;
DBIx::SearchBuilder v1.51; DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.15;
Devel::StackTraceFrame v0.6; Devel::Symdump v2.08; Digest::base v1.00;
Digest::MD5 v2.36; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00;
Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00;
Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.23;
Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl
v1.05; File::Basename v2.73; File::Glob v1.03; File::Path v1.06;
File::Spec v3.27; File::Spec::Unix v3.27; File::Temp v0.20; FileHandle
v2.01; HTML::Element v3.23; HTML::Entities v1.35; HTML::Formatter v2.04;
HTML::FormatText v2.04; HTML::Mason v1.38; HTML::Mason::ApacheHandler
v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1;
HTML::Mason::Exception::Compilation v1.1;
HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline
v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax
v1.1; HTML::Mason::Exception::System v1.1;
HTML::Mason::Exception::TopLevelNotFound v1.1;
HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43;
HTML::Parser v3.56; HTML::Scrubber v0.08; HTML::Tagset v3.10;
HTML::TreeBuilder v3.23; HTTP::Date v1.47; I18N::LangTags v0.33;
I18N::LangTags::Detect v1.03; integer v1.00; IO v1.23; IO::File v1.14;
IO::Handle v1.27; IO::InnerFile v2.110; IO::Lines v2.110; IO::ScalarArray
v2.110; IO::Seekable v1.1; IO::WrapTie v2.110; IPC::Open2 v1.01;
IPC::Open3 v1.0106; lib v0.5565; List::Util v1.19; Locale::Maketext
v1.09; Locale::Maketext::Fuzzy v0.10; Locale::Maketext::Lexicon v0.65;
Locale::Maketext::Lexicon::Gettext v0.16; Log::Dispatch v2.20;
Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26;
Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address
v2.02; Mail::Field v2.02; Mail::Field::AddrList v2.02; Mail::Field::Date
v2.02; Mail::Field::Generic v2.02; Mail::Header v2.02; Mail::Internet
v2.02; Mail::Util v2.02; MIME::Base64 v3.07; MIME::Body v5.425;
MIME::Decoder v5.425; MIME::Decoder::NBit v5.425; MIME::Entity v5.425;
MIME::Field::ContDisp v5.425; MIME::Field::ConTraEnc v5.425;
[rt-users] RT At a Glance
Hello, I recently upgraded from 3.0.12 to 3.6.4 and am trying to customize the RT at a Glance section. Everytime I customize the preferences and hit save it doesn't save. Was wondering if there's is anything special that I have to do to get this to work. Thanks, Bill ___ 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] Help with Due date format change
Hi all, I would like to change the format of the Due date in the search results. In particular I want to remove the time part of the field. I'm fairly sure I could figure out how to do that if I could find the correct point in the code, but haven't been able to find it. Could someone just point me to the right location? Thanks, Steve Holmes Purdue University ___ 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] Links incorrect after setting WebBaseURL and WebPath
I am using RT 3.6.3 on CentOS 4.6 under apache 2.0 I have set $WebBaseURL to https://mysite.com; and $WebPath to /path/to/rt/ My problem is some of the links on At a Glance are incorrect. Specifically, the links for the ticket subjects themselves under 10 highest priority tickets I own. The ticket ID's under that section are correct, and all of the the links under unowned tickets are also correct. What I'm seeing is that $WebPath is not getting appended as it should. Perhaps I am mistaken and using deprecated variables, or perhaps this is fixed in a newer release. I think I looked for the source of this behavior a while ago, but gave up, since it isn't that important to me - more of a nuisance than anything. -- Andy Cobaugh [EMAIL PROTECTED] ___ 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
Hello Todd, --Am 18. Januar 2008 07:52:31 -0500 schrieb Todd Chapman [EMAIL PROTECTED]: 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. Thanks for your advice. I will look through the callbacks you mention. 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] error when resolving ticket
Hello. I have done RT update to version 3.6.6 yesterday and now when I am resolving ticket an error message is recorded in a log file: Error: unexpected end of header (/.../rt3/lib/RT/Template_Overlay.pm:339) Nothing has been changed recently except yesterday's update to the newer version. Don't understand what happened and don't know how to deal with this error. Many thank for help J. Borgul Proximo Ltd Registered in England Wales Company No. 04601376 Registered Address :- Park House Chantry Court Sovereign Way Chester CH1 4QN Tel :- 0870 777 0266 Fax :- 0870 777 0265 Web :- www.proximo.co.uk Winners of the 2004 Sage/Daily Telegraph Business Awards Best Growth Through Use of Technology Winners of the 2004 Cheshire Business Awards Medium Sized Business Winners of Highly Commended Service Provider of the Year at the 2003 Insurance Awards Disclaimer: This e-mail is confidential and intended solely for the use of the individual to whom it is addressed. Any views or opinions presented are solely those of the author and do not represent those of Proximo Ltd. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. All e-mail received by Proximo Ltd, is scanned electronically for its content, and where it is deemed necessary it will also be monitored manually. Should you continue to communicate via e-mail, either professionally or privately with Proximo Ltd, or its employees it will be deemed that you have given consent to the monitoring of the content of any and all e-mail. ___ 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 - SOLVED
Oddly enough the problem is fixed. I was working on it today and realized that I had installed perl 5.10.0 from source when everything else save RT had been installed via 'yum' on this machine (I didn't build it :P ). Anyway, I still ahd the error and looked in RT and it was reporting perl 5.8.8 which was the prior version on the machine. We uninstalled this via yum (nightmare for me, but oh well) and then replaced perl 5.10.0 with a fresh install of 5.8.8 from yum. Re-installed mysql, and RT and now everything is working perfectly and my databases are intact and everything. Not sure why a non-yum install of perl would break it, but hey, it works now. Greg -Original Message- From: Greg Evans [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 22, 2008 1:32 PM To: 'Greg Evans'; 'Emmanuel Lacour' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RTFM Install Problem - not sure what to do Anyone have any ideas on what I can do to fix this issue where $RT::LocalPath is apparently not able to be found though the RT.pm file clearly exists in /opt/rt3/lib and $LocalPath is clearly defined in RT.pm?? From What I can tell, RT looks to be configured correctly as it is functioning as I expect for creation and updating of tickets. This is really frustrating as I don't know what I have either missed or should even be looking for. Regards, Greg Previous messages below Oops, That was $LocalPath = '/opt/rt3/local'; not 'LocalPath=...' I just missed the $ when I copied and pasted. -Original Message- From: Greg Evans [mailto:[EMAIL PROTECTED] Sent: Saturday, January 19, 2008 11:41 AM To: Emmanuel Lacour Cc: Greg Evans; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTFM Install Problem - not sure what to do Hi Emmanuel, Checked what you told me and t his is what I found in / opt/rt3/lib/RT.pm: LocalPath = '/opt/rt3/local'; I have beein doing everything on this machine as root, so I think that having permission shouldn't be a problem. I am perplexed. I am not sure what I may have not configured since I am a RT newbie. Any Ideas? I can send any config files that might be necessary as well, or look in any config files :) Regards, Greg Evans On Jan 19, 2008, at 12:21 AM, Emmanuel Lacour wrote: On Fri, Jan 18, 2008 at 12:36:31PM -0800, Greg Evans wrote: 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. It should be defined in RT.pm: ex: $LocalPath = '/opt/rt3/local'; Currently the RTFM directory lies in ~/Desktop/RTFM-version. Do I need to place it elsewhere for the install? it doesn't matter. 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: I can't reproduce tour problem here, maybe the user that run perl Makefile.PL has no right to read /opt/rt3/lib/RT.pm ? Or maybe your RT is half configured ? Try to first open /opt/rt3/lib/RT.pm, and look if it seems a valid file (search for LocalPath) inside, then as the same user run your perl Makefile.PL, it should works. ___ 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
[rt-users] highlight updated tickets
Ello, I'm looking for a possible way to make a ticket highlight when it has been last updated by anybody else then the owner. I Found ShowStatusInColor on the Wiki page, and it comes close to what I want but I could use some help finding the correct last updated by user in a ticket instead of the ticket status so I can modify the callback. Regards, Ton Hoogstraten ___ 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
Anyone have any ideas on what I can do to fix this issue where $RT::LocalPath is apparently not able to be found though the RT.pm file clearly exists in /opt/rt3/lib and $LocalPath is clearly defined in RT.pm?? From What I can tell, RT looks to be configured correctly as it is functioning as I expect for creation and updating of tickets. This is really frustrating as I don't know what I have either missed or should even be looking for. Regards, Greg Previous messages below Oops, That was $LocalPath = '/opt/rt3/local'; not 'LocalPath=...' I just missed the $ when I copied and pasted. -Original Message- From: Greg Evans [mailto:[EMAIL PROTECTED] Sent: Saturday, January 19, 2008 11:41 AM To: Emmanuel Lacour Cc: Greg Evans; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RTFM Install Problem - not sure what to do Hi Emmanuel, Checked what you told me and t his is what I found in / opt/rt3/lib/RT.pm: LocalPath = '/opt/rt3/local'; I have beein doing everything on this machine as root, so I think that having permission shouldn't be a problem. I am perplexed. I am not sure what I may have not configured since I am a RT newbie. Any Ideas? I can send any config files that might be necessary as well, or look in any config files :) Regards, Greg Evans On Jan 19, 2008, at 12:21 AM, Emmanuel Lacour wrote: On Fri, Jan 18, 2008 at 12:36:31PM -0800, Greg Evans wrote: 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. It should be defined in RT.pm: ex: $LocalPath = '/opt/rt3/local'; Currently the RTFM directory lies in ~/Desktop/RTFM-version. Do I need to place it elsewhere for the install? it doesn't matter. 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: I can't reproduce tour problem here, maybe the user that run perl Makefile.PL has no right to read /opt/rt3/lib/RT.pm ? Or maybe your RT is half configured ? Try to first open /opt/rt3/lib/RT.pm, and look if it seems a valid file (search for LocalPath) inside, then as the same user run your perl Makefile.PL, it should works. ___ 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] mysql2pg
Heyas, for those who are interested: I succesfully migrated a Mysql 2 Postgres with this howto. The only thing i had to changed was a invalid date-field in the mysql-database. j0ey.de wrote: is this Howto suitable for 3.6.3? https://www.safernet.org.br/twiki/bin/view/Colaborar/RT_MySQL2Pg (from: http://wiki.bestpractical.com/view/MySQLToPg) Greets, joey ___ 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] $WebExternalAuth
Greetings. I am attempting to get RT to work with the CA SiteMinder Single Sign-On package. I have siteminder up and running and it is setting the REMOTE_USER variable, however when I attempt to use rt (http://myhost/rt) it continues to require a login. My understanding is that, since I've told it to use webserver login, it should skip the rt login. Can anybody offer any suggestions as to why it continues to require a login? Thanks! Here's a list of all the environmental variables being set by the web server (appropriately expurgated): Environment DOCUMENT_ROOT /export/html GATEWAY_INTERFACE CGI/1.1 HTTPS on HTTP_ACCEPT text/xml,application/xml,application/xhtml+xml,text/html;q=0.9,text/plain;q=0.8,image/png,*/*;q=0.5 HTTP_ACCEPT_CHARSET ISO-8859-1,utf-8;q=0.7,*;q=0.7 HTTP_ACCEPT_ENCODING gzip,deflate HTTP_ACCEPT_LANGUAGE en-us,en;q=0.5 HTTP_CONNECTION keep-alive HTTP_COOKIE SMSESSION=foo; RT_SID_foo.bar.com.443=e045e95272ae23da68e02d1132feed89 HTTP_HOST foo.bar.com HTTP_KEEP_ALIVE 300 HTTP_SM_AUTHDIRNAME HTTP_SM_AUTHDIRNAMESPACE : HTTP_SM_AUTHDIROID HTTP_SM_AUTHDIRSERVER HTTP_SM_AUTHENTIC YES HTTP_SM_AUTHORIZED YES HTTP_SM_AUTHREASON 0 HTTP_SM_AUTHTYPE Form HTTP_SM_REALM foo root HTTP_SM_REALMOID X HTTP_SM_SDOMAIN .bar.com HTTP_SM_SERVERIDENTITYSPEC HTTP_SM_SERVERSESSIONID foobar HTTP_SM_SERVERSESSIONSPEC foobar HTTP_SM_SESSIONDRIFT -1 HTTP_SM_TIMETOEXPIRE 7193 HTTP_SM_TRANSACTIONID foobar HTTP_SM_USER jpnarkinsky HTTP_SM_USERDN corpid=002006779, ou=vzcore,o=corp HTTP_USER_AGENT Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.8.1.11) Gecko/20071127 Firefox/2.0.0.11 PATH /bin:/usr/bin QUERY_STRING REMOTE_ADDR 111.222.333.444 REMOTE_PORT 4380 REMOTE_USER jpnarkinsky REQUEST_METHOD GET REQUEST_URI /ar/test.pl SCRIPT_FILENAME /export/html/ar/test.pl SCRIPT_NAME /ar/test.pl SERVER_ADDR 111.222.333.444 SERVER_ADMIN [EMAIL PROTECTED] SERVER_NAME foo.bar.com SERVER_PORT 443 SERVER_PROTOCOL HTTP/1.1 SERVER_SIGNATURE Apache/1.3.34 Server at foo.bar.com Port 443 SERVER_SOFTWARE Apache/1.3.34 (Ubuntu) mod_ssl/2.8.25 OpenSSL/0.9.8a mod_perl/1.29 My RT_SiteConfig.pm: # RT_SiteConfig.pm # # These are the bits you absolutely *must* edit. # # To find out how, please read # /usr/share/doc/request-tracker3.4/INSTALL.Debian # THE BASICS: Set($rtname, 'foo.bar.com'); Set($Organization, 'foo.bar.com'); Set($CorrespondAddress , '[EMAIL PROTECTED]'); Set($CommentAddress , '[EMAIL PROTECTED]'); Set($Timezone , 'Europe/London'); # obviously choose what suits you # THE DATABASE: Set($DatabaseType, 'mysql'); # e.g. Pg or mysql # These are the settings we used above when creating the RT database, # you MUST set these to what you chose in the section above. Set($DatabaseUser , 'foo'); Set($DatabasePassword , 'foobar'); Set($DatabaseName , 'bar'); # THE WEBSERVER: Set($WebPath , /rt); Set($WebBaseURL , http://foo.bar.com;); # Cause RT to use external authorization (i.e. siteminder) Set($WebExternalAuth , 1); Set($WebFallbackToInternalAuth , undef); Set($WebExternalAuto , 1); 1; Patrick Narkinsky Sr. Solaris Systems Administrator Verizon 540.597.8483 [EMAIL PROTECTED]___ 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] 3.6.5 Clickable links
I looked up how to make links clickable and found the information on the wiki. However, all of the listed options indicate older versions of RT. Has anyone ported any of these solutions to the 3.6 branch and had them work? Mathew -- Keep up with me and what I'm up to: http://theillien.blogspot.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
AW: AW: [rt-users] Simple Question: CustomField of Type SelectOneValue /How to get the Description from a Scrip/Template?
Hi Emmanuel,
Sorry, no. I mean, if you create a CF of Type Select one Value, you can enter
additional Desciption for it. I tried to get the Description Values to put into
a template.
Let me explain more in Detail:
I have a CF called Module which is mandatory with the following Options:
1. Module 1 Description: [EMAIL PROTECTED]
2. Module 2 Description: [EMAIL PROTECTED]
3. Module 3 Description: [EMAIL PROTECTED]
4. Module 4 Description: [EMAIL PROTECTED]
If now a user creates a new Ticket via WebUI, he has to select a value.
In this case, i don't want to inform all queue Watchers about the new tickets,
only the person depending on the choice the Ticket Creator has used.
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann (Vors.),
Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten Meincke, Mark
Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn (Stellv.), Sitz: Bremen,
Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persönlich
haftende Gesellschaft: Kühne Nagel A.G., Sitz: Contern/Luxemburg
Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne
-Ursprüngliche Nachricht-
Von: Kenneth Crocker [mailto:[EMAIL PROTECTED]
Gesendet: Mittwoch, 23. Januar 2008 19:09
An: Ham MI-ID, Torsten Brumm
Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com
Betreff: Re: AW: [rt-users] Simple Question: CustomField of
Type SelectOneValue /How to get the Description from a Scrip/Template?
Ham Torsten,
I just caught the tail-end of your inquiry. If I
understand your dilema, you are trying to get a CF called
description into your notification template? If so, we use
the following code that works quite well for us:
Subject: Request Titled: {$Ticket-Subject} has been resolved!
This ticket has been resolved. DO NOT reply to this message!
--
---
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)}
Ticket Owned by: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)} QA
Approved on: N/A QA Approved by: N/A
Migratedon: {substr($Ticket-Resolved, 0, 10)}
Migratedby: {$Ticket-LastUpdatedByObj-Name}
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
else
{
$Resolution_Comment = No comment.
}
return $Resolution_Comment;
}
--
---
To view ticket information, enter URL:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
Please notice we pick up two different comments in the
template and use two different styles as well. We use this as
a model for grabbing CF's for a template. Anyway, hope this helps.
Kenn
LBNL
On 1/21/2008 7:34 AM, Ham MI-ID, Torsten Brumm wrote:
;-) OK, then i have to go the hard waybut hopefully
jesse or one
of the RT developers read this mails ;-)
Thanks
Torsten
Kühne + Nagel (AG Co.) KG, Geschäftsleitung: Hans-Georg
Brinkmann
(Vors.), Uwe Bielang (Stellv.), Bruno Mang, Alfred Manke, Thorsten
Meincke, Mark Reinhardt (Stellv.), Jens Wollesen, Rainer Wunn
(Stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928,
USt-IdNr.: DE 812773878, Persönlich haftende Gesellschaft: Kühne
Nagel A.G., Sitz: Contern/Luxemburg Geschäftsführender
Verwaltungsrat: Klaus-Michael Kühne
-Ursprüngliche Nachricht-
Von: Emmanuel Lacour [mailto:[EMAIL PROTECTED]
Gesendet: Montag, 21. Januar 2008 16:23
An: Ham MI-ID, Torsten Brumm
Cc: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Simple Question: CustomField of Type
SelectOneValue /How to get the Description from a Scrip/Template?
On Mon, Jan 21, 2008 at 03:40:08PM +0100, Ham MI-ID, Torsten Brumm
wrote:
Shame on me... :-(
Tryed it out with this (re read your Mail ;-) !)
To: {$Ticket-CustomFieldValues('Occured in
Module')-First-Description;}
Subject: {$Ticket-Subject}
A new ticket has been created in queue HAM.WEBDEV.KNLOGIN.SUPPORT.
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
-
[rt-users] non-root users not seeing custom attribute fields in new ticket form or mody ticket form
Hi, I have added an on hold custom attribute, which should be available to privileged users when creating a new ticket through the web interface, and to users with edit ticket rights on existing tickets. However the privileged users do not get the fields appearing in the web interface. I tried adding seeCustomField and AdminCustomField to the requestor global group, but its not changing the create ticket form. I noticed that there is an Applies To option on the Configuration - Custom Fields - Custom field name - Applies to menu, but as the root user can already add these attributes to tickets, I can't see what I would have to select these. After all I have selected the custom fields at the global level... (The root user sees the fields correctly, when creating or editing tickets.) Thanks, Tom ___ 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] RT at a Glance
Hello, I recently upgraded from 3.0.12 to 3.6.4 and am trying to customize the RT at a Glance section. Everytime I customize the preferences and hit save it doesn't save. Was wondering if there's is anything special that I have to do to get this to work. Thanks, Bill ___ 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] RTx::AssetTracker asset type fields setup
Chris Campbell wrote: I would ask this question to the asset track list or look at their wiki, but those aren't available. I have AT installed and it appears in the RT menu, however, the only option I have for adding machines is server. I don't have any other types of machines available and can't figure out how to add them. I tried editing one of the config files and more types appeared in the view, but when you go to add a new asset, the only type is still server. Could anyone point me to info on how to set this up or help me out? Configuration - Asset Types Ryan begin:vcard fn:Ryan Fox n:Fox;Ryan org:The University of Findlay;Information Technology Services adr:128 Old Main;;1000 Main St;Findlay;OH;45840;USA email;internet:[EMAIL PROTECTED] title:Network Systems Manager tel;work:419-434-4348 x-mozilla-html:TRUE version:2.1 end:vcard ___ 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] change date format in query results
On Thu, Jan 24, 2008 at 04:00:00PM -0500, Steve Holmes wrote: Greetings, I want to change the date format (for Due) in the search results page such that it doesn't display the time. I.e. I want something like: Tue Jan 22 2007. I'm sure that if I can find the relevant source code snippet I can figure out how to change it, but I can't seem to find it. Can anyone point me to it? Seems to be here: share/html/Elements//RT__Ticket/ColumnMap, line 287 ___ 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
