[rt-users] Extract custom fields from tickets using commandline
Greetings
I was wondering if anyone had any advice on how to best, from the
command line, conduct a search for tickets that match a custom field
value ('CF.{Invoiced Date}' '2008-04-03') show values in a custom
field in matching tickets ('CF.{Purchase Order Number}').
The intention is to use a cron task to find all tickets, who's invoiced
date was last month and get the purchase order numbers associated with
those tickets.
I can get ./rt to show me the tickets using: ./rt ls Queue = 'PSS
Projects' AND 'CF.{Invoicable Date}' '2008-03-31' and adding a -l
will give me the pro-forma fields, but not the associated custom fields.
Any hints?
BenR
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Re: [rt-users] Extract custom fields from tickets using commandline - [Pork] Email found in subject
Dan,
Thanks for the reply. I've done a whole bunch of perl hacking to and around
RT, but given I can cut-and-paste the query field in the 'Advanced'
descriptor of a query (generated via the web interface) I was hoping there
might be a similar thing that could be done with the displayed fields. This
would save me doing yet more perl hacking.
I was able to get individual values back using '-f', for example '-f Status'
would show me the ticket id's that matched the query with their Statuses, but
'-f CF.{Field name}' with any combination of quotes, or CustomField instead of
CF, resulted in only errors.
So, so far, it seems that '-f' was intended to fill what I need, but can
someone confirm whether I can specify a custom field, instead of a default
field?
BenR
From: Daniel Koo [mailto:[EMAIL PROTECTED]
Sent: Wed 12/03/2008 6:12 PM
To: Ben Robson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Extract custom fields from tickets using commandline -
[Pork] Email found in subject
Hi Ben,
For something more involved than what the rt tool can give you I'd write
a script in Perl using the RT library. (Which is what 'rt' is, but it's
more generic)
cheers
Dan
On Wed, 2008-03-12 at 17:02 +1100, Ben Robson wrote:
Greetings
I was wondering if anyone had any advice on how to best, from the
command line, conduct a search for tickets that match a custom field
value ('CF.{Invoiced Date}' '2008-04-03') show values in a custom
field in matching tickets ('CF.{Purchase Order Number}').
The intention is to use a cron task to find all tickets, who's
invoiced date was last month and get the purchase order numbers
associated with those tickets.
I can get ./rt to show me the tickets using: ./rt ls Queue = 'PSS
Projects' AND 'CF.{Invoicable Date}' '2008-03-31' and adding a -l
will give me the pro-forma fields, but not the associated custom
fields.
Any hints?
BenR
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[rt-users] Accessing Hashes from modules
Hi All, I've defined a hash in AT_SiteConfig.pm: my %Links = ( Soporta= 'SeSoportaEn', Ejecuta= 'SeEjecutaEn', RefersTo= 'ReferredToBy', ); And then I'm trying to access it from Asset_overlay.pm with the following line: my %Links = %RTx::AssetTracker::Links; But I got an empty hash. However if I access the very same config hash from Display.html I get it. Do you know whats wrong? Any hint? Thanks, Alvaro Muñoz Sánchez P Antes de imprimir piensa en el medio ambiente ___ 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] Question regarding search case
A user recently asked me a question regarding the case of searches. He was looking for tickets owned by another user which were open by using the quick search box. He knew enough about the subject to know which one he was specifically looking for. When the ticket didn't appear he changed his search and found even more tickets. His first search was username open (without quotes). His second was username OPEN. This prompted him to ask if it is possible to to turn on case insensitive searches. Anyone know about this? 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
Re: [rt-users] Merge Scrip/Template
No ideas? Anyone? js. On Tue, Mar 11, 2008 at 01:48:55PM +, Jean-Sebastien Morisset wrote: Hi everyone, I'd like to create a Scrip/Template for a merged ticket. I was thinking of something like this for the Scrip: Condition: User Defined Action: Notify Requestors and Ccs Template: Global template: Merged Ticket Custom condition: return ( $self-TransactionObj-Type eq Merge); I'm not sure about the temnplate though... I'd like to reference the old and the new ticket numbers and subjects. Something like: Ticket # with a subject of Bobo has been merged into ticket # with the subject Something Else. Any suggestions? :-) -- Jean-Sebastien Morisset, Sr. UNIX Administrator [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] need help w/ fastcgi..
I'm installing RT 3.6.3 on a Redhat 4u5 Virtual Machine and ran into major issues with fastcgi(2.4.6). First.. I've been an RT admin since 2000 and have used rt in a million spots, but this is the first time on RedHat since 6.2. I'm more experienced with it running on Debian and Gentoo. Since RedHat is a major customized clusterfsck compared to the other distros I mentioned, I decided to follow the instructs here: http://wiki.bestpractical.com/view/RHEL4InstallGuide I had a couple customizations for my environment - most notably, ssl use. After the installation, I saw blank web page and saw this garbage in my logs: [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi restarted (pid 6806) FastCGI: can't start server /opt/rt3/bin/mason_handler.fcgi (pid 6806), execle() failed: No such file or directory [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi (pid 6806) terminated by calling exit with status '255' [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Tue Mar 11 19:50:38 2008] [warn] FastCGI: server /opt/rt3/bin/mason_handler.fcgi has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds I did some digging and found this article in the mailing list archives: http://lists.bestpractical.com/pipermail/rt-users/2005-January/028019.ht ml It says to disable selinux if perms look good. Well, perms look great and check it: [EMAIL PROTECTED] grep -v \# /etc/sysconfig/selinux SELINUX=disabled SELINUXTYPE=targeted Can anyone make a suggestion on this? I will be more than happy to paste whatever you need. If it's of any use, the apache user and rt group are grabbed from ldap. You can see perms here: [EMAIL PROTECTED] ls -la /opt/rt3/bin/ total 124 drwxr-xr-x 2 apache rt 4096 Sep 1 2006 . drwxr-xr-x 9 apache rt 4096 Jun 2 2006 .. -rwxr-xr-x 1 apache rt 2956 Mar 29 2007 mason_handler.fcgi -rwxr-xr-x 1 apache rt 2329 Mar 29 2007 mason_handler.scgi -rwxr-xr-x 1 apache rt 7763 Mar 29 2007 mason_handler.svc -rwxr-xr-x 1 apache rt 59078 Mar 29 2007 rt -rwxr-xr-x 1 apache rt 9235 Mar 29 2007 rt-crontool -rwxr-xr-x 1 apache rt 9742 Mar 29 2007 rt-mailgate -rwxr-xr-x 1 apache rt 2276 Mar 29 2007 standalone_httpd -rwxr-xr-x 1 apache rt 4194 Mar 29 2007 webmux.pl Aubrey King CURRENT Group, LLC Senior Systems Engineer ***CONFIDENTIALITY NOTICE*** The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained herein is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this message from your system. ___ 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] Are there any database structure changes...
I would dump the 3.6.6 installation, import your 3.4.2 database and then run the schema/acl/content updates per the README. Phil wrote: That prevent me from importing 3.4.2 data into a 3.6.6 installtion? ___ 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] Are there any database structure changes...
That prevent me from importing 3.4.2 data into a 3.6.6 installtion? ___ 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] need help w/ fastcgi..
On 3/12/2008 10:06 AM, King, Aubrey wrote: Can anyone make a suggestion on this? I will be more than happy to paste whatever you need. If it's of any use, the apache user and rt group are grabbed from ldap. You can see perms here: I'd say it's perms related (I know you said you checked, but) In particular ($RT3 == base RT install directory): $RT3/var/mason_data $RT3/var/session_data $RT3/var/tmp should be owned and writable by the apache user (or whatever user your webserver/fcgi runs as), as well as everything underneath them. In addition, and this is likely the issue (at least it is for me, usually): /etc/httpd/logs/fastcgi /etc/httpd/logs/fastcgi/dynamic need to be writeable by the fcgi user. For some reason I have them as 0777 on my system, so maybe it needs to be even more open than that. Typically, though, this directory (/etc/httpd/logs) is writable for root only. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] RT freezes on some big tickets
On Tue, Mar 11, 2008 at 09:05:20PM -0400, The Anarcat wrote: On Tue, Mar 11, 2008 at 07:45:24AM -0500, Kenneth Marshall wrote: Welcome to the world of stateless page loads. :) Whee! :) The only suggestions that I have are in two areas. Can you modify the page load to skip the un-interesting transactions/attachments? er... sure i'd like to! We had to do that here with system events (not attachments) and added a brief/full button on the history. The default is only needed information and then if you select full you get everything which may require a wait. How did you go around doing that? I modified Tickets/Elements/ShowHistory to skip any uninteresting transactions and used a modification of the show history in reverse documented in the wiki to add another toggle for full/brief display. Just nixing the display of some of the attachments should help you a lot. The second area is database monitoring. Have you identified the queries that are running? Are they optimized? Would clustering your attachments improve retrieval performance? Good luck. This being a production server, running tracing on the postgresql database imposes major load, so no, I haven't looked at the queries, even less optimize them... I would dump the DB to a test instance, if you cannot afford the logging of queries that take longer than 1 second or so, and run some tests on it. How can I go around clustering the attachments? The CLUSTER command will allow you to cluster the table around the appropriate index. The question is which index to use. It may be that since the attachments table is always incremented/added to that it is basically already clustered so there would not be a substantial change. The slow queries determined from the above testing may show where clustering would be effective. Good luck. Regards, Ken ___ 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] Question on Reminders or self opening Tickets
Hi All, i'd like to use RT for some recurring todoes. We all have todoes like checking the monthly availability of an update ore something like this. I allreade tried to use the rt reminders, but they dpn't work the way i want (or maybe i don't see how to get it work). Well what i try to do is the following: i create a new tickes wich say's check website domain.com for an update of the Software X. After checking if an update is available, i close this ticket. On the first of the next month, this ticket automatically will be re-opend (or a new one generated). The fist way i tried to do this, was to create a reminder with a definition for the late dates. When the naxt date inside the riminder is reached, a new ticket should be opend. But this did not worked. I allways see an reminder in the dashboard, but whe e date is reached, nothing happens - no ticket is generated. So maybe someone can help me with creating such reminders (and maybe writing the needed scrips to get this work)? I'm using RT 3.6.6 Thanks a lot Thomas ___ 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 is getting slow
Hi All, since version 3.6.3 my RT installation is getting slower and slower. I found a way to get the performance back, but i do not understnad why it is doing this, so maybe some of you can help me: TR gets slow while opening a ticket to view its details. The status of the ticket is irrelevant, or what amount ofcorrespondence allready has taken place. It takes up to minutes, to get all the data of the ticket shown. It seems to me the part with the reminder data takes the longest time to load. My workaround for the moment is to check the users-tabel of rt. The more entries I get here (because of the autocreation of users on ticket submission), the slower the system gets. The reason is, that the ticket system is reachalbe fron the internet, so we get a lot of spam, and with it a lot of automatically created users. So i delete all thiese Spam-users, and the system is running normal again. Somebody of bestpractical told me, that thousands of lines in the users-table could not cause getting rt so slow, it may be the ACL setup, that lists all users in one of the ownership dropdowns. In fact, when checking the owner drop-down at the reminder setup of a ticket there are all users listed, but i do not understand how to configure RT only to show the privileged users here. Can anybody help? Thanks again, Thomas ___ 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] RT is getting slow
Don't give everyone the OwnTicket right. Try using RTx::RightsMatrix to see where they are gettign that right from. Thomas Hecker wrote: Hi All, since version 3.6.3 my RT installation is getting slower and slower. I found a way to get the performance back, but i do not understnad why it is doing this, so maybe some of you can help me: TR gets slow while opening a ticket to view its details. The status of the ticket is irrelevant, or what amount ofcorrespondence allready has taken place. It takes up to minutes, to get all the data of the ticket shown. It seems to me the part with the reminder data takes the longest time to load. My workaround for the moment is to check the users-tabel of rt. The more entries I get here (because of the autocreation of users on ticket submission), the slower the system gets. The reason is, that the ticket system is reachalbe fron the internet, so we get a lot of spam, and with it a lot of automatically created users. So i delete all thiese Spam-users, and the system is running normal again. Somebody of bestpractical told me, that thousands of lines in the users-table could not cause getting rt so slow, it may be the ACL setup, that lists all users in one of the ownership dropdowns. In fact, when checking the owner drop-down at the reminder setup of a ticket there are all users listed, but i do not understand how to configure RT only to show the privileged users here. Can anybody help? Thanks again, Thomas ___ 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] Shredder no_tickets
Hi, what does the parameter no_tickets looks for and how to use it ? i set status to 'any' and 'no_tickets' = 1 to show me all users who do not have any relation to a ticket (watcher(Requestor, Owner, Cc or AdminCc)). So i guess 'no_tickets' = 0 means show me users that have a relation to at least one ticket. The strange effect in my case is that i have several users who get listed in both terms, how can that be ? i also tried with true and false but makes no different. A second question i have is the relation between an user and an attachment. Does the shredder script also looks for this relation, or is there only a direct relation between an attachment and a ticket and than between a ticket and a user (what about TransactionId) ? If i understand well, the shredder script checks all dependencies an user can have to a ticket (watcher(Requestor, Owner, Cc or AdminCc)). Best regards -- --- Alexander ___ 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] Question regarding search case
On Wed, Mar 12, 2008 at 12:59 PM, Mathew [EMAIL PROTECTED] wrote: A user recently asked me a question regarding the case of searches. He was looking for tickets owned by another user which were open by using the quick search box. He knew enough about the subject to know which one he was specifically looking for. When the ticket didn't appear he changed his search and found even more tickets. His first search was username open (without quotes). His second was username OPEN. This prompted him to ask if it is possible to to turn on case insensitive searches. Anyone know about this? I have same problem with adding people to tickets, so RICH finds nothing, but rich finds a few. rt 3.6.6 postgres 8.3.0 Adding people to tickets is the search. Cheers, Kristian ___ 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 - show tickets I've requested?
Is it possible to edit a user's RT at a Glance so that in addition to top 10 tickets I own and top 10 unowned tickets, it also shows the user top 10 tickets that I have requested? Thanks, Laura -- View this message in context: http://www.nabble.com/RT-at-a-Glance---show-tickets-I%27ve-requested--tp16012526p16012526.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Merge Scrip/Template
On Wed, Mar 12, 2008 at 07:15:22PM +, Jean-Sebastien Morisset wrote:
[snip!]
Well, using some examples from the Wiki, I got _most_ of this
scrip/template working...
Scrip:
Custom condition:
my $trans = $self-TransactionObj;
return 0 unless ($trans-Type =~ /^AddLink$/i);
return 0 unless ($trans-Field =~ /^MergedInto$/i);
return 0 if ($trans-ObjectId == $self-TicketObj-Id);
return 1;
The last Id to Id comparison is not in the Wiki. This scrip is actually
called twice by RT, once at the beginning, when we have the info of both
tickets, and once at the end, where both the Transaction info and Ticket
info match. Since I only want to run it once, and need access to both
ticket infos, I added this test to skip the second run.
Template:
Subject: Ticket #{$Transaction-ObjectId} Merged into Ticket
#{$Ticket-id}
Ticket #{$Transaction-ObjectId} regarding {$Transaction-Subject} has
been merged into ticket #{$Ticket-id} in the {$Ticket-QueueObj-Name()}
queue.
- Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
And here-in lies my problem. I'd like to include the subject from the
old ticket, but Transaction-Subject just gives me a blank. Can anyone
offer a suggestion on how to get the old ticket subject?
I guess I should have waited a little longer before sending this e-mail,
because I later figured the subject probably wasn't available, but
still, I had the old ticket Id to work from:
---BEGIN---
Subject: Ticket #{$Transaction-ObjectId} Merged into Ticket #{$Ticket-id}
Ticket #{$Transaction-ObjectId} regarding {
my $oldTicket = RT::Ticket-new($RT::SystemUser);
$oldTicket-LoadById($Transaction-ObjectId);
$oldTicket-Subject();
} has been merged into ticket #{$Ticket-id} in the
{$Ticket-QueueObj-Name()} queue.
- Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
---END---
Not bad, if I do say so myself. :-)
js.
--
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[rt-users] Display people in People section by full name?
We were able to set the users show in the drop-down list to assign owners as a full name by copying the share/html/Elements/SelectOwner to local/html/Elements and editting it. But in the box that shows 'people' related to this ticket on the ticket display page (owner, requestor, CC, adminCC) it still shows up as email addresses. Is there any way to also show full names here as well? Thanks, Laura -- View this message in context: http://www.nabble.com/Display-people-in-People-section-by-full-name--tp16012559p16012559.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Display people in People section by full name?
In 3.8 that's controlled by one component. Someone posted similar patch for 3.6 as well. On Wed, Mar 12, 2008 at 11:11 PM, lgrella [EMAIL PROTECTED] wrote: We were able to set the users show in the drop-down list to assign owners as a full name by copying the share/html/Elements/SelectOwner to local/html/Elements and editting it. But in the box that shows 'people' related to this ticket on the ticket display page (owner, requestor, CC, adminCC) it still shows up as email addresses. Is there any way to also show full names here as well? Thanks, Laura -- View this message in context: http://www.nabble.com/Display-people-in-People-section-by-full-name--tp16012559p16012559.html Sent from the Request Tracker - User mailing list archive at Nabble.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 -- 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] Merge Scrip/Template
On Tue, Mar 11, 2008 at 01:48:55PM +, Jean-Sebastien Morisset wrote:
Hi everyone,
I'd like to create a Scrip/Template for a merged ticket. I was thinking
of something like this for the Scrip:
Condition: User Defined
Action: Notify Requestors and Ccs
Template: Global template: Merged Ticket
Custom condition:
return ( $self-TransactionObj-Type eq Merge);
I'm not sure about the temnplate though... I'd like to reference the old
and the new ticket numbers and subjects. Something like:
Ticket # with a subject of Bobo has been merged into ticket # with
the subject Something Else.
Any suggestions? :-)
Hi again everyone,
Well, using some examples from the Wiki, I got _most_ of this
scrip/template working...
Scrip:
Custom condition:
my $trans = $self-TransactionObj;
return 0 unless ($trans-Type =~ /^AddLink$/i);
return 0 unless ($trans-Field =~ /^MergedInto$/i);
return 0 if ($trans-ObjectId == $self-TicketObj-Id);
return 1;
The last Id to Id comparison is not in the Wiki. This scrip is actually
called twice by RT, once at the beginning, when we have the info of both
tickets, and once at the end, where both the Transaction info and Ticket
info match. Since I only want to run it once, and need access to both
ticket infos, I added this test to skip the second run.
Template:
Subject: Ticket #{$Transaction-ObjectId} Merged into Ticket #{$Ticket-id}
Ticket #{$Transaction-ObjectId} regarding {$Transaction-Subject} has
been merged into ticket #{$Ticket-id} in the {$Ticket-QueueObj-Name()} queue.
- Ticket URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
And here-in lies my problem. I'd like to include the subject from the
old ticket, but Transaction-Subject just gives me a blank. Can anyone
offer a suggestion on how to get the old ticket subject?
Thanks,
js.
--
Jean-Sebastien Morisset, Sr. UNIX Administrator [EMAIL PROTECTED]
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Re: [rt-users] need help w/ fastcgi..
On 3/12/2008 4:18 PM, King, Aubrey wrote: [EMAIL PROTECTED] ls -la /etc/httpd/logs lrwxrwxrwx 1 root root 19 Jan 23 21:51 /etc/httpd/logs - ../../var/log/httpd [EMAIL PROTECTED] ls -la /var/log/httpd/fastcgi/ total 12 drwxr-xr-x 3 apache apache 4096 Mar 11 18:06 . drwx-- 3 root root 4096 Mar 12 04:02 .. drwxr-xr-x 2 apache apache 4096 Mar 11 18:06 dynamic It looks like they're open. For grins, I did a chgrp apache on /var/log/httpd and did a chmod 770 on it so it's group writeable. I also moved the fastcgi directory out of the way to see if apache would create a new log dir. It did not. Doesn't that indicate a problem, then? What, I don't know, as the perms all look fine. Can you try making /var/log/httpd 777 for 2 minutes and see if that fixes it? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ___ 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] need help w/ fastcgi..
Did it. Same error. I miss mod_perl. -Original Message- From: Joe Casadonte [mailto:[EMAIL PROTECTED] Sent: Wednesday, March 12, 2008 4:57 PM To: King, Aubrey Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] need help w/ fastcgi.. On 3/12/2008 4:18 PM, King, Aubrey wrote: [EMAIL PROTECTED] ls -la /etc/httpd/logs lrwxrwxrwx 1 root root 19 Jan 23 21:51 /etc/httpd/logs - ../../var/log/httpd [EMAIL PROTECTED] ls -la /var/log/httpd/fastcgi/ total 12 drwxr-xr-x 3 apache apache 4096 Mar 11 18:06 . drwx-- 3 root root 4096 Mar 12 04:02 .. drwxr-xr-x 2 apache apache 4096 Mar 11 18:06 dynamic It looks like they're open. For grins, I did a chgrp apache on /var/log/httpd and did a chmod 770 on it so it's group writeable. I also moved the fastcgi directory out of the way to see if apache would create a new log dir. It did not. Doesn't that indicate a problem, then? What, I don't know, as the perms all look fine. Can you try making /var/log/httpd 777 for 2 minutes and see if that fixes it? -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ***CONFIDENTIALITY NOTICE*** The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained herein is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this message from your system. ___ 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] need help w/ fastcgi..
Perms on the install dir: [EMAIL PROTECTED] ls -la var total 20 drwxr-xr-x 5 apache rt 4096 Jun 2 2006 . drwxr-xr-x 9 apache rt 4096 Jun 2 2006 .. drwxr-xr-x 2 apache rt 4096 Feb 21 14:48 log drwxrwx--- 5 apache rt 4096 Sep 11 2006 mason_data drwxrwx--- 2 apache rt 4096 Jun 2 2006 session_data Perms on logs: [EMAIL PROTECTED] ls -la /etc/httpd/logs lrwxrwxrwx 1 root root 19 Jan 23 21:51 /etc/httpd/logs - ../../var/log/httpd [EMAIL PROTECTED] ls -la /var/log/httpd/fastcgi/ total 12 drwxr-xr-x 3 apache apache 4096 Mar 11 18:06 . drwx-- 3 root root 4096 Mar 12 04:02 .. drwxr-xr-x 2 apache apache 4096 Mar 11 18:06 dynamic It looks like they're open. For grins, I did a chgrp apache on /var/log/httpd and did a chmod 770 on it so it's group writeable. I also moved the fastcgi directory out of the way to see if apache would create a new log dir. It did not. For whatever it's worth, this new instance is going to serve as a point to migrate an existing installation and the old instance has perms setup almost identical. The one difference I see is a different version of fastcgi. Any other thoughts? -Original Message- From: Joe Casadonte [mailto:[EMAIL PROTECTED] Sent: Wednesday, March 12, 2008 10:43 AM To: King, Aubrey Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] need help w/ fastcgi.. On 3/12/2008 10:06 AM, King, Aubrey wrote: Can anyone make a suggestion on this? I will be more than happy to paste whatever you need. If it's of any use, the apache user and rt group are grabbed from ldap. You can see perms here: I'd say it's perms related (I know you said you checked, but) In particular ($RT3 == base RT install directory): $RT3/var/mason_data $RT3/var/session_data $RT3/var/tmp should be owned and writable by the apache user (or whatever user your webserver/fcgi runs as), as well as everything underneath them. In addition, and this is likely the issue (at least it is for me, usually): /etc/httpd/logs/fastcgi /etc/httpd/logs/fastcgi/dynamic need to be writeable by the fcgi user. For some reason I have them as 0777 on my system, so maybe it needs to be even more open than that. Typically, though, this directory (/etc/httpd/logs) is writable for root only. -- Regards, joe Joe Casadonte [EMAIL PROTECTED] == == == The statements and opinions expressed here are my own and do not == == necessarily represent those of Oracle Corporation. == == == ***CONFIDENTIALITY NOTICE*** The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained herein is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this message from your system. ___ 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
