Re: [rt-users] Enhancements and workflows that we have added
I tried to create a new page on the wiki, but got an apache error :(
If anyone else would like to give it a go, feel free.
This is a mod to the RT/Action/EscalatePriority.pm
It will escalate priority towards Start Date instead of Due Date.
Tickets with no Start Date will increase in Priority by 1 per day.
Tickets that reach Final Priority will continue to increase by 1 per
day.
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=head1 NAME
RT::Action::EscalatePriority
=head1 DESCRIPTION
EscalatePriority is a ScripAction which is NOT intended to be called
per transaction. It's intended to be called by an RT escalation tool.
One such tool is called rt-crontool and is located in $RTHOME/bin (see
C for more details)
EsclatePriority uses the following formula to change a ticket's
priority:
Priority = Priority + (( FinalPriority - Priority ) / (
DueDate-Today))
Unless the duedate is past, in which case priority gets bumped straight
to final priority.
In this way, priority is either increased or decreased toward the final
priority
as the ticket heads toward its due date.
=cut
package RT::Action::EscalatePriority;
require RT::Action::Generic;
use strict;
use vars qw/@ISA/;
@ISA=qw(RT::Action::Generic);
#Do what we need to do and send it out.
#What does this type of Action does
# {{{ sub Describe
sub Describe {
my $self = shift;
return (ref $self . " will move a ticket's priority toward its final
priority.");
}
# }}}
# {{{ sub Prepare
sub Prepare {
my $self = shift;
if ($self->TicketObj->Priority() ==
$self->TicketObj->FinalPriority()) {
# no update necessary.
$self->{'prio'} = ($self->TicketObj->Priority + 1);
return 1;
}
elsif ($self->TicketObj->Priority() >
$self->TicketObj->FinalPriority()) {
# no update necessary.
$self->{'prio'} = ($self->TicketObj->Priority + 1);
return 1;
}
#compute the number of days until the ticket is due
my $due = $self->TicketObj->StartsObj();
# If we don't have a due date, adjust the priority by one
# until we hit the final priority
if ($due->Unix() < 1) {
if ( $self->TicketObj->Priority > $self->TicketObj->FinalPriority ){
$self->{'prio'} = ($self->TicketObj->Priority + 1);
return 1;
}
elsif ( $self->TicketObj->Priority < $self->TicketObj->FinalPriority
){
$self->{'prio'} = ($self->TicketObj->Priority + 1);
return 1;
}
# otherwise the priority is at the final priority. we don't need to
# Continue
else {
$self->{'prio'} = ($self->TicketObj->Priority + 1);
return 1;
}
}
# we've got a due date. now there are other things we should do
else {
my $diff_in_seconds = $due->Diff(time());
my $diff_in_days = int( $diff_in_seconds / 86400);
#if we haven't hit the due date yet
if ($diff_in_days > 0 ) {
# compute the difference between the current priority and the
# final priority
my $prio_delta = $self->TicketObj->FinalPriori
[rt-users] [PATCH] sorting by custom fields
Hi, users, Last few days I was hacking on a solution and have something for you to try. 1) New release of DBIx::SearchBuilder. You can download it from the CPAN near you soon or using http://pause.cpan.org/incoming/DBIx-SearchBuilder-1.52.tar.gz . I really recommend you to run make test against your DB server before installing it. Do the following: perl Makefile.PL make SB_TEST_MYSQL=db_to_test_in SB_TEST_MYSQL_USER=test_user SB_TEST_MYSQL_PASS=password make test Where "db_to_test" is the name of the DB you're going to test against, test files will create temporary tables in that DB. To run it safe use clean DB or DB you use for other experiments, *DON"T RUN TESTS ON ANY DB THAT HAS PRODUCTION DATA*. Other valid prefixes for ENV vars are SB_TEST_ORACLE, SB_TEST_PG and SB_TEST_SQLITE. Once it succeeded you can run `make install` command. After installing you have to stop and start your web server to apply the changes. 2) As well I attach patch for RT that should add link to titles of custom field columns in search results. So you can click those to order by a CF and change ordering. To see the change you have to purge mason cache, just drop me a note if you don't know how. After installing sorting should be correct in almost all situations, but I know at least one issue when it's not true. The order is wrong when you sort by CF X, limit search by this CF and it can have multiple values. I'm working on a fix for this. Waiting for your feedback. -- Best regards, Ruslan. RT-3.6.6-allow_sort_by_cf_from_results.patch Description: Binary data ___ 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] Enhancements and workflows that we have added
On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <[EMAIL PROTECTED]> wrote: > Just in case these are of interest to anyone else- > [snip] > Altered Priority and Aging. We modified aging so that it ages towards > Starts instead of Due. We also made it so that priority will increase by > 1 for each day past the start date until it is resolved. Tickets with no > start date age with a priority increase of 1 per day. Several days ago I've update RT::Action::LinearEscalate [1] you should look at it and may be port changes into it and send us patches. This will be part of the RT 3.8.0 [snip] > > -Aaron [1] http://search.cpan.org/~ruz/RT-Action-LinearEscalate-0.06/lib/RT/Action/LinearEscalate.pm -- 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] Enhancements and workflows that we have added
My bad, it looks like that change was already in the wiki. Apparently I used the variation that adds a comment, then combined it with the Template in contrib. that grabs the last comment and puts it in an email for resolution. Aaron Sallade' Application Manager PTSO of Washington "Shared Technology for Community Health" (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Ruslan Zakirov [mailto:[EMAIL PROTECTED] Sent: Monday, March 31, 2008 7:51 PM To: Aaron Sallade Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Enhancements and workflows that we have added On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <[EMAIL PROTECTED]> wrote: > Just in case these are of interest to anyone else- > > Added a scrip and template that adds a reply to a DependedOnBy Parent > ticket when the child is resolved. Resolving a sub task (child) will add > a comment to the parent noting that the prerequisite is now complete, it > will also email the owner of the parent task. > Sounds like new variant of, please update with your solution: http://wiki.bestpractical.com/view/OpenDependantsOnResolve http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve [snip] > > -Aaron > -- 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] Enhancements and workflows that we have added
Yes, I modified the OpenDependantsOnResolve. I'll post my changes. Aaron Sallade' Application Manager PTSO of Washington "Shared Technology for Community Health" (206) 613-8938 Desk (206) 521-8833 Main (206) 613-5078 Fax [EMAIL PROTECTED] -Original Message- From: Ruslan Zakirov [mailto:[EMAIL PROTECTED] Sent: Monday, March 31, 2008 7:51 PM To: Aaron Sallade Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Enhancements and workflows that we have added On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <[EMAIL PROTECTED]> wrote: > Just in case these are of interest to anyone else- > > Added a scrip and template that adds a reply to a DependedOnBy Parent > ticket when the child is resolved. Resolving a sub task (child) will add > a comment to the parent noting that the prerequisite is now complete, it > will also email the owner of the parent task. > Sounds like new variant of, please update with your solution: http://wiki.bestpractical.com/view/OpenDependantsOnResolve http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve [snip] > > -Aaron > -- 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] Enhancements and workflows that we have added
On Tue, Apr 1, 2008 at 3:54 AM, Aaron Sallade <[EMAIL PROTECTED]> wrote: > Just in case these are of interest to anyone else- > > Added a scrip and template that adds a reply to a DependedOnBy Parent > ticket when the child is resolved. Resolving a sub task (child) will add > a comment to the parent noting that the prerequisite is now complete, it > will also email the owner of the parent task. > Sounds like new variant of, please update with your solution: http://wiki.bestpractical.com/view/OpenDependantsOnResolve http://wiki.bestpractical.com/view/OpenTicketOnAllMemberResolve [snip] > > -Aaron > -- 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] Enhancements and workflows that we have added
I was missing JSON and it's dependencies. CPAN took care of it. This is for RT 3.6.6 All in all, Timeline was pretty straightforward. I used CPAN for the RTx::Timeline module, then used CPAN for JSON::Syck. After that I did a system reboot and all was well. Timeline showed in the UI. Aaron Sallade' From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Monday, March 31, 2008 5:44 PM To: Aaron Sallade Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Enhancements and workflows that we have added Aaron, What was the solution to get Timeline working? Other people have had the same problem... -Todd On Mon, Mar 31, 2008 at 7:54 PM, Aaron Sallade <[EMAIL PROTECTED]> wrote: Just in case these are of interest to anyone else- Added a scrip and template that adds a reply to a DependedOnBy Parent ticket when the child is resolved. Resolving a sub task (child) will add a comment to the parent noting that the prerequisite is now complete, it will also email the owner of the parent task. Set the Row count of custom fields by type and or customfield ID. In our implementation, single select boxes have a row height of 1 (making them a drop down box) and text areas have a row height of 6, and a specific multi select is set to 7 so that no scrolling is needed to view its options. Default values on custom fields. We modified the code so that the "description" field in the custom field admin screen is used for the default value of that custom field. This works regardless of the field type, so for text, select boxes etc. Altered Priority and Aging. We modified aging so that it ages towards Starts instead of Due. We also made it so that priority will increase by 1 for each day past the start date until it is resolved. Tickets with no start date age with a priority increase of 1 per day. We modified the "Timeline" module to use Start Date and Due Date as opposed to Created and Resolved. This is more appropriate for project management. We also added more verbose titles to the timeline items, including ticket #'s. This creates a Project Management Gantt style chart off of any search results where the tickets have at least a Starts Date. Most of these are mods/hacks to the source code that we overlayed in the /local folder. If anyone is interested in the details I will post them to the list. -Aaron ___ 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] Enhancements and workflows that we have added
Aaron, What was the solution to get Timeline working? Other people have had the same problem... -Todd On Mon, Mar 31, 2008 at 7:54 PM, Aaron Sallade <[EMAIL PROTECTED]> wrote: > Just in case these are of interest to anyone else- > > Added a scrip and template that adds a reply to a DependedOnBy Parent > ticket when the child is resolved. Resolving a sub task (child) will add > a comment to the parent noting that the prerequisite is now complete, it > will also email the owner of the parent task. > > Set the Row count of custom fields by type and or customfield ID. In our > implementation, single select boxes have a row height of 1 (making them > a drop down box) and text areas have a row height of 6, and a specific > multi select is set to 7 so that no scrolling is needed to view its > options. > > Default values on custom fields. We modified the code so that the > "description" field in the custom field admin screen is used for the > default value of that custom field. This works regardless of the field > type, so for text, select boxes etc. > > Altered Priority and Aging. We modified aging so that it ages towards > Starts instead of Due. We also made it so that priority will increase by > 1 for each day past the start date until it is resolved. Tickets with no > start date age with a priority increase of 1 per day. > > We modified the "Timeline" module to use Start Date and Due Date as > opposed to Created and Resolved. This is more appropriate for project > management. We also added more verbose titles to the timeline items, > including ticket #'s. This creates a Project Management Gantt style > chart off of any search results where the tickets have at least a Starts > Date. > > Most of these are mods/hacks to the source code that we overlayed in the > /local folder. If anyone is interested in the details I will post them > to the list. > > -Aaron > > > > ___ > 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] Enhancements and workflows that we have added
Just in case these are of interest to anyone else- Added a scrip and template that adds a reply to a DependedOnBy Parent ticket when the child is resolved. Resolving a sub task (child) will add a comment to the parent noting that the prerequisite is now complete, it will also email the owner of the parent task. Set the Row count of custom fields by type and or customfield ID. In our implementation, single select boxes have a row height of 1 (making them a drop down box) and text areas have a row height of 6, and a specific multi select is set to 7 so that no scrolling is needed to view its options. Default values on custom fields. We modified the code so that the "description" field in the custom field admin screen is used for the default value of that custom field. This works regardless of the field type, so for text, select boxes etc. Altered Priority and Aging. We modified aging so that it ages towards Starts instead of Due. We also made it so that priority will increase by 1 for each day past the start date until it is resolved. Tickets with no start date age with a priority increase of 1 per day. We modified the "Timeline" module to use Start Date and Due Date as opposed to Created and Resolved. This is more appropriate for project management. We also added more verbose titles to the timeline items, including ticket #'s. This creates a Project Management Gantt style chart off of any search results where the tickets have at least a Starts Date. Most of these are mods/hacks to the source code that we overlayed in the /local folder. If anyone is interested in the details I will post them to the list. -Aaron ___ 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 Query - Ticket SQL
Patches are welcome. On Tue, Apr 1, 2008 at 3:11 AM, Kenneth Crocker <[EMAIL PROTECTED]> wrote: > Ruslan, > > > Any chance this feature can be added to the Search Builder? > > > Kenn > LBNL > > > On 3/27/2008 2:51 PM, Ruslan Zakirov wrote: > > > > You are the first one person who requested such functionality in UI. > > > > On Fri, Mar 28, 2008 at 12:39 AM, Kenneth Crocker <[EMAIL PROTECTED]> > wrote: > >> Micah, > >> > >> I do not believe the '%' works in RT for Queue. Try it out. I get > >> nothing. I guess if someone wants to see 15 or more queues that start > >> with the same pre-fix in a search, they will have to add them one at a > >> time, waiting for the screen to refresh each time and go from there. > >> What an incredible waste of time. > >> > >> > >> Kenn > >> LBNL > >> > >> > >> > >> On 3/27/2008 1:39 PM, Micah Gersten wrote: > >> > In SQL, you have to use % as a wildcard when doing a like query. If > GL is a > >> > prefix then you want to do Queue LIKE 'GL%'. > >> > > >> > Thank you, > >> > Micah Gersten > >> > Internal Developer > >> > onShore Networks > >> > www.onshore.com > >> > > >> > -Original Message- > >> > From: [EMAIL PROTECTED] > >> > [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth > >> > Crocker > >> > Sent: Thursday, March 27, 2008 3:13 PM > >> > To: rt Users > >> > Subject: [rt-users] RT Query - Ticket SQL > >> > > >> > To all, > >> > > >> > > >> > I don't believe I have seen any threads on this question, but if > so, > >> > > >> > please forgive me. I just re-named a bunch of queues to include a > prefix > >> > so that if a particular group works with tickets in several queues, > they > >> > can create a query that asks for queues LIKE "XX-" instead of listing > >> > each queue they want to search. So, I went to "advanced" and change the > >> > SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I > >> > got garbage. Didn't work at all. I tried a few variations like (Queue > >> > LIKE 'FS') but to no avail. Does anyone have a list of the available > >> > 'Ticket SQL' commands? Has anyone tried this and been successful? If > so, > >> > what did you code? Thanks. > >> > > >> > > >> > Kenn > >> > LBNL > >> > > >> > ___ > >> > 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 > >> > > >> > No virus found in this incoming message. > >> > Checked by AVG. > >> > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: > 3/26/2008 > >> > 8:52 AM > >> > > >> > > >> > No virus found in this outgoing message. > >> > Checked by AVG. > >> > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: > 3/26/2008 > >> > 8:52 AM > >> > > >> > > >> > > >> > >> ___ > >> 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] RT Query - Ticket SQL
Ruslan, Any chance this feature can be added to the Search Builder? Kenn LBNL On 3/27/2008 2:51 PM, Ruslan Zakirov wrote: > You are the first one person who requested such functionality in UI. > > On Fri, Mar 28, 2008 at 12:39 AM, Kenneth Crocker <[EMAIL PROTECTED]> wrote: >> Micah, >> >> I do not believe the '%' works in RT for Queue. Try it out. I get >> nothing. I guess if someone wants to see 15 or more queues that start >> with the same pre-fix in a search, they will have to add them one at a >> time, waiting for the screen to refresh each time and go from there. >> What an incredible waste of time. >> >> >> Kenn >> LBNL >> >> >> >> On 3/27/2008 1:39 PM, Micah Gersten wrote: >> > In SQL, you have to use % as a wildcard when doing a like query. If GL >> is a >> > prefix then you want to do Queue LIKE 'GL%'. >> > >> > Thank you, >> > Micah Gersten >> > Internal Developer >> > onShore Networks >> > www.onshore.com >> > >> > -Original Message- >> > From: [EMAIL PROTECTED] >> > [mailto:[EMAIL PROTECTED] On Behalf Of Kenneth >> > Crocker >> > Sent: Thursday, March 27, 2008 3:13 PM >> > To: rt Users >> > Subject: [rt-users] RT Query - Ticket SQL >> > >> > To all, >> > >> > >> > I don't believe I have seen any threads on this question, but if so, >> > >> > please forgive me. I just re-named a bunch of queues to include a prefix >> > so that if a particular group works with tickets in several queues, they >> > can create a query that asks for queues LIKE "XX-" instead of listing >> > each queue they want to search. So, I went to "advanced" and change the >> > SQL from (Queue = 'GL' OR Queue = 'AP' etc.) to Queue LIKE 'FS-' and I >> > got garbage. Didn't work at all. I tried a few variations like (Queue >> > LIKE 'FS') but to no avail. Does anyone have a list of the available >> > 'Ticket SQL' commands? Has anyone tried this and been successful? If so, >> > what did you code? Thanks. >> > >> > >> > Kenn >> > LBNL >> > >> > ___ >> > 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 >> > >> > No virus found in this incoming message. >> > Checked by AVG. >> > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008 >> > 8:52 AM >> > >> > >> > No virus found in this outgoing message. >> > Checked by AVG. >> > Version: 7.5.519 / Virus Database: 269.22.0/1344 - Release Date: 3/26/2008 >> > 8:52 AM >> > >> > >> > >> >> ___ >> 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] a little self-service help
To all, We use LDAP to keep any and all non-privileged users out of RT. If you do not have an LDAP userid and password, you can't get in the webui. On the self-service side, I want to allow emails to be sent to an RT Queue from our production scheduler when a job abends. I tried to add the "From" address as a user to RT (so it would accept the email) and it would not allow me to do that. I am stumped. Is there some other privilege I need (other than superuser) in order to add users to RT. I really didn't think I'd have this problem. I was going to change "Group Rights" for the queue to allow "Privileged" to create tickets, and by adding the email address from the scheuler as a privileged user it would work. Any suggestions? Kenn LBNL ___ 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] 500 Internal Server Error
Hi list, We had our RT systems working for quite sometimes until recently we notice that if we access it's Ticket button it's being redirected(if it's the right term) to https://helpdesk.domain.com/Search/Build.html and throw out this "500 Internal Server Error" and error logs contain as follow: [Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: comm with server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted: idle timeout (30 sec), referer: https://helpdesk.domain.com/ [Mon Mar 31 05:29:34 2008] [error] [client 10.110.18.5] FastCGI: incomplete headers (0 bytes) received from server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer: https://helpdesk.domain.com/ [Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: comm with server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi" aborted: idle timeout (30 sec), referer: https://helpdesk.domain.com/ [Mon Mar 31 05:34:59 2008] [error] [client 10.110.18.5] FastCGI: incomplete headers (0 bytes) received from server "/usr/share/request-tracker3.6/libexec/mason_handler.fcgi", referer: https://helpdesk.domain.com/ Although there's some listing coming on on google search for same error,there's no concrete answer so might as well try my luck here. We're using: RT 3.6.1 on Apache/2.2.3 (Debian 4.0) mod_fastcgi/2.4.2 mod_ssl/2.2.3 OpenSSL/0.9.8c mod_perl/2.0.2 Perl/v5.8.8 Server Thanks in advance, joseph ___ 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] Permissions on user information?
I applied a mod to the ShowPeople Element on a ticket that uses <%$UserObj->WorkPhone%> to display the requestor's phone number. Only people with full admin access to the RT system can see the phone number. I looked through the permissions and did not see anything obvious that allows us to control who can see directory information like that. Any suggestions? I obviously don't want normal users to have full write access to change people's directory info. ___ 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] Promoting a non-privileged user to a privileged user
At Monday 3/31/2008 02:16 PM, Paulo Filipe Andrade wrote: >I want to modify the LDAP patch to allow for escalating a user to >privileged if certain conditions apply. >However I don't know the correct way to do this escalation.. I don't >quite understand how RT uses ACLs and Principals to get this working. Paulo, If you have an RT::User object (e.g. $user ) you can do this to make the user privileged: $user->SetPrivileged(1); Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IS&T) ___ 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] Promoting a non-privileged user to a privileged user
Hello, I'm using RT with the LDAP patch. Everything is working as expected: logins, auto updating user information, etc. However imagine the following situation: 1 - A user sends an e-mail to RT and is auto created as a non- privileged user. 2 - Later on that user is added to the LDAP (in my case to an LDAP group), to be part of the staff. 3 - User tries to login and gets thrown to the self-service page... I want to modify the LDAP patch to allow for escalating a user to privileged if certain conditions apply. However I don't know the correct way to do this escalation.. I don't quite understand how RT uses ACLs and Principals to get this working. Thank you for your time! Any help is appreciated, Paulo F. Andrade [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] displaying Stalled tickets
Hello, I'd like to have a RT Display tickets that are stalled in "25 highest priority tickets I own" "25 newest unowned tickets" What we want to happen is every time we send an email to a customer it stalls the ticket, unless otherwise told to resolve. If possible we'd also like stalled tickets to show up a different color from open tickets. Is this possible? -- Scott Benson A1 Networks (707)570-2021 x203 ___ 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
