Re: [rt-users] help with ExtractCustomFieldValues
Ryan Fox rfox at findlay.edu wrote on 2006-01-10:
So it seems as though in a multipart message, the text/plain part does
not get parsed by ExtractCustomFieldValues.
My question now is, is there an easy way to make that happen?
I'm running into this same problem. ExtractCustomFieldValues is working great on
simple plaintext mail. But as soon as I add an attachment, it stops working.
It's essential that I get this fixed, and my perl is sorely lacking. I think
the problem is around line 22 of ExtractCustomFieldValues.pm:
my $FirstAttachment = $Transaction-Attachments-First;
unless ( $FirstAttachment ) { return 1; }
then later, around line 46:
my $match = FindMatch( Field = $InspectField,
Match = $MatchString,
FirstAttachment = $FirstAttachment );
The full perl module can be found at http://tinyurl.com/4c9d3n .
At any rate, it seems to me that the module is only checking the first
attachment to the ticket (same as the first mimepart? which equals just the
headers on a multipart message?).
How can I easily work around this? I tried setting
my $FirstAttachment = $Transaction-Attachments-Second;
but that did not work.
Any help much appreciated...
-C-
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[rt-users] WMI for AssetManagement extenssion
Does anyone know if a WMI script exist for the RT Asset Management extension? Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp http://www.myfax.com image001.gif___ 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] At Mail list info
Is the Asset Tracker list still alive. I saw an email a while back about things starting up again. I have a few questions but don't want to post them here. the links I have all die or bounce. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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] Default Queue???
Hi Tim, I'm pretty sure it's just the first one alphabetically. At 04:37 PM 4/11/2008, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? -- Gene LeDuc, GSEC Security Analyst San Diego State 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
Re: [rt-users] Default Queue???
Actually, I don't think it is. Right now, it's using 'Techstaff', when
there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
etc).
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
Hi Tim,
I'm pretty sure it's just the first one alphabetically.
At 04:37 PM 4/11/2008, Tim Gustafson wrote:
Hello everyone!
Please forgive the potentially silly question, but I've Google this and
haven't been able to come up with anything.
Where the heck do you set the default queue for new tickets when users
click
the New ticket in button at the top of the screen?
--
Gene LeDuc, GSEC
Security Analyst
San Diego State University
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Re: [rt-users] At Mail list info
I believe it has been migrated to a google code/project. At least the code is there, along with a wiki with some docs. Maybe someone with write access to the wiki should update the link on the main rt wiki... :) Jok - Original Message - From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Mon Apr 14 08:05:33 2008 Subject: [rt-users] At Mail list info Is the Asset Tracker list still alive. I saw an email a while back about things starting up again. I have a few questions but don't want to post them here. the links I have all die or bounce. TIA John J. Boris, Sr. JEN-A-SyS Administrator Archdiocese of Philadelphia Remember! That light at the end of the tunnel Just might be the headlight of an oncoming train! ___ 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] Default Queue???
It's probably using the queue's id. Look in share/html/Elements/SelectQueue
Tim Gustafson wrote:
Actually, I don't think it is. Right now, it's using 'Techstaff', when
there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
etc).
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
Hi Tim,
I'm pretty sure it's just the first one alphabetically.
At 04:37 PM 4/11/2008, Tim Gustafson wrote:
Hello everyone!
Please forgive the potentially silly question, but I've Google this and
haven't been able to come up with anything.
Where the heck do you set the default queue for new tickets when users
click
the New ticket in button at the top of the screen?
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Re: [rt-users] Default Queue???
Drew,
Thanks! That code is giving me a bit of insight now. It appears that the
default is being loaded from the user's profile:
SelectQueue:47
==
% my $d = new RT::Queue($session{'CurrentUser'});
% $d-Load($Default);
SelectQueue:57
==
OPTION VALUE=%($NamedValues ? $queue-Name : $queue-Id) % %(
$queue-Id eq $Default ? 'SELECTED' : '')%%$queue-Nam
e%
So, the question is: where does the $Default value get stored in the
database, and how does one update that information? I poked around in the
Users, CustomFields and FM_CustomFields tables and couldn't find anything.
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Drew Barnes [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:27 AM
To: Tim Gustafson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
It's probably using the queue's id. Look in share/html/Elements/SelectQueue
Tim Gustafson wrote:
Actually, I don't think it is. Right now, it's using 'Techstaff', when
there are about 5 others ahead of that queue ('Bels', 'Faculty Services',
etc).
Tim Gustafson
SOE Webmaster
UC Santa Cruz
[EMAIL PROTECTED]
(831) 459-5354
-Original Message-
From: Gene LeDuc [mailto:[EMAIL PROTECTED]
Sent: Monday, April 14, 2008 8:23 AM
To: Tim Gustafson; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Default Queue???
Hi Tim,
I'm pretty sure it's just the first one alphabetically.
At 04:37 PM 4/11/2008, Tim Gustafson wrote:
Hello everyone!
Please forgive the potentially silly question, but I've Google this and
haven't been able to come up with anything.
Where the heck do you set the default queue for new tickets when users
click
the New ticket in button at the top of the screen?
___
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Re: [rt-users] help with incoming scrip
Hi Chris, I'm not familiar with the extension, but a couple of observations might help (or not). 1. With other templates, you would use $Transaction- instead of $self-TransactionObj-. I don't know whether this is true for this extension. The $self notation generally applies to scrips. 2. It looks like you're setting the subject of the transaction rather than the ticket. I'd try $Ticket-Set(Subject=$_) assuming that the Set syntax is correct. Or $self-TicketObj-Set(Subject=$_) if I'm off-base with observation #1. Just some place to start looking. Regards, Gene At 02:06 PM 4/13/2008, Chris Haumesser wrote: Ok, yes... ExtractCustomValues appears to be capable of doing what I want. I'm unclear on what I can put in the script field of the template. For example, here's what I've done... 1. Created template in my queue containing the following: ||Body|^Title:\s*(.*)|$self-TransactionObj-Set( Subject = $_ )|| 2. Created scrip in my queue: on create, extract custom values, my new template. 3. Send test messages; subject does not change, nothing in syslog. I have a feeling that the script field in my template isn't right. What can I put in this field??? Appreciate any pointers in the right direction... -C- ___ 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 -- Gene LeDuc, GSEC Security Analyst San Diego State 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
Re: [rt-users] trying to use RT-Authen-ExternalAuth-0.05 - problems finding config options
Update - problem solved, though I don't know why. On Fri, 2008-04-11 at 09:32 +0100, Mike Peachey wrote: Matt Zagrabelny wrote: Greetings, I am getting the following error when I try to update a password for an account in my RT instance. Is it JUST when you try to update a password? Or when attempting login too? Login authentication is handled by a Single Sign-on Apache module. So, to my knowledge it was just happening when trying to update user data. It certainly *seems* like you've got everything set up right, unless there's something small somewhere that's gone wrong.. I would suggest doing a: use Data::Dumper; $RT::Logger-debug(Dumper(@$RT::ExternalAuthPriority)); Just to see if you can confirm that User_Vendor.pm is able to pick up the config option.. but it certainly seems like it can't, hence the undefined value. This is a LNG shot, but the e-mail you sent is wrapped at so few characters, most things are dropping to new lines and I noticed that the wrapping didn't wrap @$RT::ExternalAuthPriority as one word, but wrapped it like this: @ $RT::ExternalAuthPriority You haven't been trawling the file and accidentally added a space in there have you? No, thanks for checking though. What had happened: We had a power outage on Friday and the computer that RT was housed on rebooted. Upon reboot things worked as expected. ??? -- Matt Zagrabelny - [EMAIL PROTECTED] - (218) 726 8844 University of Minnesota Duluth Information Technology Systems Services PGP key 1024D/84E22DA2 2005-11-07 Fingerprint: 78F9 18B3 EF58 56F5 FC85 C5CA 53E7 887F 84E2 2DA2 He is not a fool who gives up what he cannot keep to gain what he cannot lose. -Jim Elliot signature.asc Description: This is a digitally signed message part ___ 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] Default Queue???
Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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] SOLVED? LDAP_INVALID_CREDENTIALS error with 'ExternalAuth' extension
Mike,
I think so. It seems like it would solve my problem of email only users
getting listed along with privileged users on the drop-downs.
Kenn
LBNL
On 4/12/2008 4:51 AM, Mike Peachey wrote:
Kenneth Crocker wrote:
Mike, Pedro,
We use LDAP as well and the same setting (Set($AutoCreate,
{Privileged = 1});) and it works well as far as getting the new user
into the DB. All I have to do after that is put them in the
appropriate group the they will HAVE some privileges. We don't grant
many GLOBAL privileges so if someo wants to do something other than
reply to email on their own ticket or see their own ticket, they have
to be in a group.
The problem I'm having with autocreate is that when an email
address is added to some correspondence in the CC field, then RT adds
the entire email address as a privleged user instead of unprivileged.
Once that happens, they show up in a lot of drop-downs for watcher and
then I have this unrelated privileged email address being offered as
a possible USER ID for watchers and many of my regular users don't
know which of the two IDs to select for that one person. It gets
irritating and now I'm considering using SQL to get rid of them. Any
ideas on a better setting for adding email addresses as
unprivileged? Thanks
Kenn
LBNL
I have a thought. I don't know whether I will need to override the
AutoCreate method or if I can do it all just by passing params from the
autohandler auth callback, but it seems reasonable that I should be able
to easily allow LDAP users to be autocreated as Privileged, while
leaving the default AutoCreation at unprivileged.
This way, by way of a configuration setting, that is individual to each
ExternalAuth configuration group (LDAP/DBI etc) you could specify
whether to autocreate as privileged or unprivileged, and RT would still
retain it's own default setting for *other* users..
Do you think this is something you'd want built into the extension?
Opinions welcome.
--
Kind Regards,
___
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Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
http://www.jennic.com
Confidential
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Re: [rt-users] Default Queue???
Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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] help with incoming scrip
I think I've got this one licked. I'll be doing a full write-up of my project at www.awry.ws in a few days. 1. With other templates, you would use $Transaction- instead of $self-TransactionObj-. I don't know whether this is true for this extension. The $self notation generally applies to scrips. Yes, as it turns out, ExtractCustomFieldValues.pm defines $Transaction and $Ticket for me thusly: my $Transaction = $self-TransactionObj; my $Ticket = $self-TicketObj; so one can use simply $Transaction or $Ticket. 2. It looks like you're setting the subject of the transaction rather than the ticket. I'd try $Ticket-Set(Subject=$_) assuming that the Set syntax is correct. Or $self-TicketObj-Set(Subject=$_) if I'm off-base with observation #1. Yup, figured that out, too. The final magic for the template ended up being: |body|^Title:\s*(.*)$|$Ticket-SetSubject($_);| I also had a hell of a time just getting ExtractCustomFieldValues to operate at all on the message body, until I realized that the newest version always here link on http://wiki.bestpractical.com/view/ExtractCustomFieldValues doesn't point to the newest version after all. My progress accelerated considerably once I got the right code! ;) Still, the ExtractCustomFieldValues.pm only looks at the first attachment to a ticket, so it doesn't work on multipart messages. I had to rework the module a bit to have it iterate over all attachments instead. Modified pm is here: http://tinyurl.com/3kh37e (untested - YMMV). Learning perl is, uh... fun. ;-) -C- ___ 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] Default Queue???
On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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] Default Queue???
Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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 in getting RT login on SSL HTTPS
Hi all, My RT is working like a charm, basically getting user/password from the LDAP directory for Authentication. The Security group want the RT to be running on HTTPS. What do I need to configure for this to work? Is there howto's on how to do this? Nelson Pereira Senior Network Administrator Protus IP Solutions Inc. [EMAIL PROTECTED] phone: 613.733. ext.528 MyFax: 613.822.5083 www.myfax.com Refer your friends and colleagues to MyFax! Click here for more information. http://www.myfax.com/referral_program.asp http://www.myfax.com image001.gif___ 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] Default Queue???
What is the numerical id of that queue? Tim Gustafson wrote: Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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] Can a user add a dependency on a ticket he does not have access to?
I am trying to figure out why a users who owns a ticket in a certain queue is not able to add a dependency to that ticket which is a ticket in another queue which he does not have access. This is how our RT is set up... All users can see all queues, but not the tickets within those queues. 2 of my queues are Content and IT Support. A user has read and write access to the Content queue and owns a ticket in the content queue. He wants to add a dependency of a ticket from the IT support queue to his ticket, but does not have read or write access to IT support. When he tries to add the ticket as a link to his ticket, he gets an error that his permission is denied. How can I set this up so that he does not see the ticket, but can add it as a link in his own ticket for a dependency? Thanks, Laura -- View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16681215.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] Can a user add a dependency on a ticket he does not have access to?
He needs the CreateTicket right in the target queue? 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: lgrella [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:48 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Can a user add a dependency on a ticket he does not have access to? I am trying to figure out why a users who owns a ticket in a certain queue is not able to add a dependency to that ticket which is a ticket in another queue which he does not have access. This is how our RT is set up... All users can see all queues, but not the tickets within those queues. 2 of my queues are Content and IT Support. A user has read and write access to the Content queue and owns a ticket in the content queue. He wants to add a dependency of a ticket from the IT support queue to his ticket, but does not have read or write access to IT support. When he tries to add the ticket as a link to his ticket, he gets an error that his permission is denied. How can I set this up so that he does not see the ticket, but can add it as a link in his own ticket for a dependency? Thanks, Laura -- View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-no t-have-access-to--tp16681215p16681215.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 ___ 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] Strange crashing of RT
Dear Friends, I am observing a strange crashing of RT installations. 1. I have an RT installation of Version 3.6.6 on CentOS Linux scm 2.6.18-53.1.14.el5 #1 SMP Wed Mar 5 11:36:49 EST 2008 i686 i686 i386 GNU/Linux. 2. I configure RT with the following options. ./configure --with-web-user=apache --with-web-group=apache 3. Following is the apache configuration file. VirtualHost * ServerName xxx..com #DocumentRoot /opt/rt3/share/html Alias /rt /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only # Below line might be incorrect, I had to use: # PerlModule Apache2::compat # mod_perl 2.0.1 from FC4 Linux PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location /rt SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost 4. I restart apache and everything runs normally. 5. After sometime, seems randomly apache crashes with the following error in the Apache error_log . [Sun Apr 13 07:02:05 2008] [error] Insecure dependency in chdir while running with -T switch at /usr/lib/perl5/5.8.8/File/Path.pm line 222.\nCompilation failed in require at (eval 2) line 1.\n [Sun Apr 13 07:02:05 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server xxx..com:0, exiting... 6. If I try to start Apache, it fails with the same error. 7. At this stage, I delete the RT installation and go back to step 2 and reinstall RT without any change. 8. Once again, it Apache starts smoothly. I appreciate your help. -- Kind regards. Ravi Verma Chief Executive Officer Telecommand Software and Services 3175 Sunset Blvd, Suite 104-B Rocklin, CA 95677 Phone:9167053261 Fax:9169142008 www.telecommand.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] RT 3.4-compat stylesheet
Is anyone else using the 3.4-compat stylesheet for RT 3.6? We are, and we're finding that unless the browser window is wide enough, the main body of any RT page jumps down below the bottom of the left-hand menu bar. (screenshot at http://web.mit.edu/sturner/www/rt/rt36.png ). This occurs with Opera, Firefox, IE on Win XP and on Firefox/Mac. Has anyone encountered this ? Anyone fixed it? Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ 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 3.4-compat stylesheet
I think I ran into it when I first built our system about 1.5 years ago. I just played with the layout until I found the right widths so that it didn't happen. Stephen Turner wrote: Is anyone else using the 3.4-compat stylesheet for RT 3.6? We are, and we're finding that unless the browser window is wide enough, the main body of any RT page jumps down below the bottom of the left-hand menu bar. (screenshot at http://web.mit.edu/sturner/www/rt/rt36.png ). This occurs with Opera, Firefox, IE on Win XP and on Firefox/Mac. Has anyone encountered this ? Anyone fixed it? Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ 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 -- If you do things right people won't be sure you've done anything at all. 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] Default Queue???
Hi Tim, I don't know what version of RT you have there, but we are still using an older 3.4.5 version here. In this version, the code you want to look for is in: /var/rt/html/Elements/SelectNewTicketQueue Near the end, it sets: $Default = 0 This sets the 'SELECTED' attribute in the html OPTION tag in the code above when it loops through the Queues. The Id is an RT internal Id number, which you can see as Admin when Configuring the Queues. The correct way to change this is to copy that file to the local RT html directory, for our installation it would be here: /usr/local/rt/html/Elements/SelectNewTicketQueue make the changes you want and restart apache. ~Jason On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote: Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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 -- /--\ | Jason A. Smith Email: [EMAIL PROTECTED] | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ 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] Can a user add a dependency on a ticket he does not have access to?
All priveleged users in the system have Create Ticket rights for all queues, so this is not the problem. Aaron Sallade wrote: He needs the CreateTicket right in the target queue? 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: lgrella [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:48 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Can a user add a dependency on a ticket he does not have access to? I am trying to figure out why a users who owns a ticket in a certain queue is not able to add a dependency to that ticket which is a ticket in another queue which he does not have access. This is how our RT is set up... All users can see all queues, but not the tickets within those queues. 2 of my queues are Content and IT Support. A user has read and write access to the Content queue and owns a ticket in the content queue. He wants to add a dependency of a ticket from the IT support queue to his ticket, but does not have read or write access to IT support. When he tries to add the ticket as a link to his ticket, he gets an error that his permission is denied. How can I set this up so that he does not see the ticket, but can add it as a link in his own ticket for a dependency? Thanks, Laura -- View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-no t-have-access-to--tp16681215p16681215.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 ___ 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 -- View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16686736.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
[rt-users] Reminder Field
Hello, Is there a way to use the Reminder's field, in RT 3.6, for sending out an email when that particular ticket is due? I am currently using rt-remind and it will only send out bulk reminders and I would also have to schedule when they are to be sent out. I was hoping to find something that would check the reminder's field and send out an email if there is a reminder pending. 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] Text/plain attachments not showing up inline
Dear RT Users, I just upgraded from 3.0.11 to 3.6.6 (as per my earlier more panicked emails about my config issues. I have that all sorted out and most everything is fine, just fine. The one odd problem one of the users has noticed is that some text attachments are no longer being displayed inline. Normal email messages are fine. They come in something like this: Subject:RE: [PGR #92694] Firefly MV: LED flashing Date: Mon, 7 Apr 2008 16:53:42 +0200 To: [EMAIL PROTECTED] From: Oliver Machui [EMAIL PROTECTED] Download (untitled) [text/plain 289b] And the message follows. However, we have some web-form generated email messages that come in and the body of those messages does not display inline. They look basically the same: Subject:RMA Report: Firefly MV S/N 7140913 Date: Wed, 2 Apr 2008 08:37:30 -0700 To: [EMAIL PROTECTED] From: [EMAIL PROTECTED] Download RMA_Firefly MV_7140913.txt [text/plain 1.8k] Except the body is not displayed and staff instead have to use the provided Download link. I tried tweaking what settings I could find in the SiteConfig that seemed to be of any relevance: Set($MaxInlineBody, 1000); Set($SuppressInlineTextFiles, 0); Neither of these seem to have any effect. And just to clarify, in RT 3.0.11, these messages are displayed inline. This is only a problem in 3.6.6. And this does affect new messages that have come in since the upgrade, so it's not just some oddity with pre-upgrade data. Thanks in advance, -- Dominic Lepiane Network Administrator Point Grey Research 604 730 9937 x283 ___ 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] Default Queue???
11 Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:37 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? What is the numerical id of that queue? Tim Gustafson wrote: Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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] RT 3.4-compat stylesheet
At Monday 4/14/2008 02:33 PM, Mathew wrote: I think I ran into it when I first built our system about 1.5 years ago. I just played with the layout until I found the right widths so that it didn't happen. Any memories of exactly what you tweaked? Thanks, Steve Stephen Turner Senior Programmer/Analyst - SAIS MIT Information Services and Technology (IST) ___ 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] Default Queue???
Ahh, that's exactly what I'm looking for. Thanks! Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Jason A. Smith [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 11:05 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Hi Tim, I don't know what version of RT you have there, but we are still using an older 3.4.5 version here. In this version, the code you want to look for is in: /var/rt/html/Elements/SelectNewTicketQueue Near the end, it sets: $Default = 0 This sets the 'SELECTED' attribute in the html OPTION tag in the code above when it loops through the Queues. The Id is an RT internal Id number, which you can see as Admin when Configuring the Queues. The correct way to change this is to copy that file to the local RT html directory, for our installation it would be here: /usr/local/rt/html/Elements/SelectNewTicketQueue make the changes you want and restart apache. ~Jason On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote: Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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 -- /--\ | Jason A. Smith Email: [EMAIL PROTECTED] | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ 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] Strange crashing of RT
I don't know if this helps, but here's the file permissions and mode I have for that file: # ls -l /opt/rt3/bin/webmux.pl -rwxr-xr-x 1 root apache 4288 Apr 8 14:18 /opt/rt3/bin/webmux.pl This is also CentOS (5), RT 3.6.6 (in a similar setup) so I thought this might be a useful reference. I don't know what to make of that error though. You have run make testdeps many times already? That's what I would have checked. Ciao Dominic Lepiane -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ravi Verma Sent: Monday, April 14, 2008 10:32 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Strange crashing of RT Dear Friends, I am observing a strange crashing of RT installations. 1. I have an RT installation of Version 3.6.6 on CentOS Linux scm 2.6.18-53.1.14.el5 #1 SMP Wed Mar 5 11:36:49 EST 2008 i686 i686 i386 GNU/Linux. 2. I configure RT with the following options. ./configure --with-web-user=apache --with-web-group=apache 3. Following is the apache configuration file. VirtualHost * ServerName xxx..com #DocumentRoot /opt/rt3/share/html Alias /rt /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only # Below line might be incorrect, I had to use: # PerlModule Apache2::compat # mod_perl 2.0.1 from FC4 Linux PerlModule Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl Location /rt SetHandler perl-script PerlHandler RT::Mason /Location /VirtualHost 4. I restart apache and everything runs normally. 5. After sometime, seems randomly apache crashes with the following error in the Apache error_log . [Sun Apr 13 07:02:05 2008] [error] Insecure dependency in chdir while running with -T switch at /usr/lib/perl5/5.8.8/File/Path.pm line 222.\nCompilation failed in require at (eval 2) line 1.\n [Sun Apr 13 07:02:05 2008] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server xxx..com:0, exiting... 6. If I try to start Apache, it fails with the same error. 7. At this stage, I delete the RT installation and go back to step 2 and reinstall RT without any change. 8. Once again, it Apache starts smoothly. I appreciate your help. -- Kind regards. Ravi Verma Chief Executive Officer Telecommand Software and Services 3175 Sunset Blvd, Suite 104-B Rocklin, CA 95677 Phone:9167053261 Fax:9169142008 www.telecommand.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 ___ 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] Any Way to save queries?
There is both a bookmarkable link button on the query results page and also on the advanced query builder you can save / load existing queries (3.6.6). Dominic Lepiane -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeffrey Lee Sent: Monday, April 14, 2008 12:14 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Any Way to save queries? Is there any way to save queries in RT so that you don’t need to rebuild certain queries over and over? -Jeff ___ 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] Any Way to save queries?
Is there any way to save queries in RT so that you don't need to rebuild certain queries over and over? -Jeff ___ 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] Upgrade to 3.6.6, slow loading time
We sortof have everything setup the way we want in terms of permssions and such
so I don't really want to cause too much havoc on that front.
As for the database side, we have made some changes like:
[mysqld]
set-variable = innodb_buffer_pool_size=2048M
set-variable = innodb_additional_mem_pool_size=512M
Yet still some queries seem to take a really long time. Using show
processlist for mysql, I noticed these couple of queries running there at 18s:
1118rt_user localhost rt3 Query 18 User lock
SELECT GET_LOCK('Apache-Session-b9349177d4d8e96cac68dfde36a6e0e5', 3600)
1119rt_user localhost rt3 Query 18 Copying to tmp
tableSELECT DISTINCT main.* FROM Users main CROSS JOIN ACL ACL_4 JOIN
Principals Principals_1 ON ( Princ
This seems to agree that the issue is *related* to permissions. Could this
possibly be a deadlock problem or something like that? I'm really reaching now
(in case you couldn't tell)... Are there other tuning options I can change for
the dbms or possibly other things like adding some other indexes?
Any troubleshooting advice at this point greatly appreciated.
Dominic Lepiane
-Original Message-
From: Kenneth Crocker [mailto:[EMAIL PROTECTED]
Sent: Wednesday, April 09, 2008 1:24 PM
To: Dominic Lepiane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Upgrade to 3.6.6, slow loading time
Dominic
Check your privileges. If you have allowed global
groups (Everyone,
Privileged) a lot of ticket ownership modify privileges,
that will create a dramatic effect on how long it takes to
load a ticket. I've found that the more users that have
privileges to tickets in a queue, the longer it takes to load
a ticket. Of course, it could also be some DB thing as well.
Kenn
LBNL
On 4/9/2008 1:05 PM, Dominic Lepiane wrote:
-Original Message-
Sent: Wednesday, April 09, 2008 12:34 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Upgrade to 3.6.6, queue tickets have
broken links
Dear RT Users,
I have a couple problems so far after having upgraded to RT 3.6.6:
1 ) The BestPractical logo is a bad link:
img src=//NoAuth/images//bplogo.gif
2 ) If I click on a queue, all the tickets returned in that search
are bad links like this:
a href=//Ticket/Display.html?id=60428
... Snip
The answer was, naturally, PEBCAK. I had the WebPath set
to / instead of .
However, I have noticed that many pages, like if I go to a
specific ticket, still take a very long time to load. ~10s.
This is a dual-Xeon-hyper-threaded 3.0 GHz box running RHEL 5
x86_64 with 4GB RAM, so opening a ticket should not take this
long. What have I done wrong this time?
Thanks in advance for any advice,
Dominic Lepiane
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Re: [rt-users] Default Queue???
In 3.6.6 it is at /html/Elements/SelectQueue I just tried it and it works great. 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: Tim Gustafson [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 12:05 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Ahh, that's exactly what I'm looking for. Thanks! Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Jason A. Smith [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 11:05 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Hi Tim, I don't know what version of RT you have there, but we are still using an older 3.4.5 version here. In this version, the code you want to look for is in: /var/rt/html/Elements/SelectNewTicketQueue Near the end, it sets: $Default = 0 This sets the 'SELECTED' attribute in the html OPTION tag in the code above when it loops through the Queues. The Id is an RT internal Id number, which you can see as Admin when Configuring the Queues. The correct way to change this is to copy that file to the local RT html directory, for our installation it would be here: /usr/local/rt/html/Elements/SelectNewTicketQueue make the changes you want and restart apache. ~Jason On Mon, 2008-04-14 at 10:28 -0700, Tim Gustafson wrote: Drew, The queue that's selected by default right now is Techstaff. There are 6 other queues ahead of that queue, including BELS and Faculty Services. The list is selecting Techstaff, the 6th entry, by default. I've already done some research into the code that makes this selection, and the Default queue is indeed being pulled from the user's session, but I can't seem to find where that default is being set. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Drew Barnes [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 10:24 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? On our system, our lowercase queues appear first, then capitalized. I just named queues accordingly. Tim Gustafson wrote: Yes, there is a drop-down. I'm asking how to change the default selected item in that drop-down. Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 9:42 AM To: Tim Gustafson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? Tim, There should be a drop-down that displays the Queue's available to the current user. It is usually in alphabetical order. There may be a way to change that, but I don't know of it. Kenn LBNL On 4/11/2008 4:37 PM, Tim Gustafson wrote: Hello everyone! Please forgive the potentially silly question, but I've Google this and haven't been able to come up with anything. Where the heck do you set the default queue for new tickets when users click the New ticket in button at the top of the screen? Tim Gustafson SOE Webmaster UC Santa Cruz [EMAIL PROTECTED] (831) 459-5354 ___ 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 ___ 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 -- /--\ | Jason A. Smith Email: [EMAIL PROTECTED] | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Re: [rt-users] Default Queue???
At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote: In 3.6.6 it is at /html/Elements/SelectQueue I just tried it and it works great. Be careful - SelectQueue is also used in a few places other than the 'new ticket' drop down. If you only want to change the default in the 'new ticket' drop down you should probably be looking at Elements/SelectNewTicketQueue . 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] Default Queue???
I did not see the spot for default there. Am I missing it? 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: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 12:49 PM To: Aaron Sallade; Tim Gustafson; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Default Queue??? At Monday 4/14/2008 03:39 PM, Aaron Sallade wrote: In 3.6.6 it is at /html/Elements/SelectQueue I just tried it and it works great. Be careful - SelectQueue is also used in a few places other than the 'new ticket' drop down. If you only want to change the default in the 'new ticket' drop down you should probably be looking at Elements/SelectNewTicketQueue . 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] Default Queue???
At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote: I did not see the spot for default there. Am I missing it? I think if you do this (in SelectNewTicketQueue), it should work: /Elements/SelectQueue, Name = 'Queue', %ARGS, ShowNullOption = 0, ShowAllQueues = 0, Default = nnn where nnn is your desired default 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
[rt-users] Best way to disable mail notification during mass ticket creation?
When creating large numbers of tickets via Tools/Offline, is there a good way of disabling associated mail notification? I'm using RT 3.6.6. In 2006, Jesse suggested using a temporary override template (in my case named 'Admin Correspondence') hardwired to a nobody address. It would be great to have a checkbox on the Tools/Offline page to disable mail notification. Anything else is going to be potentially disruptive of normal RT usage. Maybe there's no good way to do this. Not knowing anything about RT internals, it seems like the right RT implementation of this might require something like per-session scrips, the ability to override global (and queue) scrips, and possibly even a new privilege. Ugh. -Kevin Murphy ___ 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] Best way to disable mail notification during mass ticket creation?
Kevin Murphy wrote: When creating large numbers of tickets via Tools/Offline, is there a good way of disabling associated mail notification? On second thought, this is a pretty darn rare requirement. I retract my question and comments :-) -Kevin ___ 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] Best way to disable mail notification during mass ticket creation?
On Apr 14, 2008, at 4:32 PM, Kevin Murphy wrote:
Kevin Murphy wrote:
When creating large numbers of tickets via Tools/Offline, is there a
good way of disabling associated mail notification?
On second thought, this is a pretty darn rare requirement. I
retract my
question and comments :-)
If you _did_ want to do this, I'd probably use the API and do this:
BEGIN {
no warnings 'redefine';
use RT::Action::SendEmail;
sub RT::Action::SendEmail::SendMessage { return 1 }
};
-Kevin
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[rt-users] race condition with scrips updating db?
Hi, I'm using the ExtractCustomFieldValues extension to extract an email address out of the body of a message and set it as the requestor of the ticket. My template first removes the original requestor from the ticket, then adds the new address as a requestor. In the RT history for the ticket, I see this work correctly. My Extraction scrip has a description '00_extract_fields' and the autoreply scrip has a description '20_autoreply_on_create'. The scrips appear to be firing in the proper order (00_extract_fields first, then 20_autoreply_on_create). Nevertheless, the outgoing email in the autoreply picks up the address of the first requestor. My theory is that this is a race condition: the autoreply scrip is properly firing after the extract scrip, but the extract scrip hasn't finished updating the database by the time the autoreply scrip starts. Is there a way to test this theory and fix the problem? Thanks, -C- ___ 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] Can a user add a dependency on a ticket he does not have access to?
Igrella, Have you tried giving the ModifyTicket right globally to the role Owner? Other than that and the CreateTicket SeeQueue rights (to the target Queue), the person owning the ticket should certainly be able to do that. We've never encountered that problem. Interesting. Kenn LBNL On 4/14/2008 10:48 AM, lgrella wrote: I am trying to figure out why a users who owns a ticket in a certain queue is not able to add a dependency to that ticket which is a ticket in another queue which he does not have access. This is how our RT is set up... All users can see all queues, but not the tickets within those queues. 2 of my queues are Content and IT Support. A user has read and write access to the Content queue and owns a ticket in the content queue. He wants to add a dependency of a ticket from the IT support queue to his ticket, but does not have read or write access to IT support. When he tries to add the ticket as a link to his ticket, he gets an error that his permission is denied. How can I set this up so that he does not see the ticket, but can add it as a link in his own ticket for a dependency? Thanks, Laura ___ 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] Can a user add a dependency on a ticket he does not have access to?
Thank you Kenneth. I did add the ModifyTicket right globally for all priveleged users and that worked. If it is only added onlyto the owner, then the owner can modify the ticket he owns, but not the other ticket that needs to be added as a dependency since the other ticket gets modified when it is added as a dependency. Kenneth Crocker wrote: Igrella, Have you tried giving the ModifyTicket right globally to the role Owner? Other than that and the CreateTicket SeeQueue rights (to the target Queue), the person owning the ticket should certainly be able to do that. We've never encountered that problem. Interesting. Kenn LBNL On 4/14/2008 10:48 AM, lgrella wrote: I am trying to figure out why a users who owns a ticket in a certain queue is not able to add a dependency to that ticket which is a ticket in another queue which he does not have access. This is how our RT is set up... All users can see all queues, but not the tickets within those queues. 2 of my queues are Content and IT Support. A user has read and write access to the Content queue and owns a ticket in the content queue. He wants to add a dependency of a ticket from the IT support queue to his ticket, but does not have read or write access to IT support. When he tries to add the ticket as a link to his ticket, he gets an error that his permission is denied. How can I set this up so that he does not see the ticket, but can add it as a link in his own ticket for a dependency? Thanks, Laura ___ 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 -- View this message in context: http://www.nabble.com/Can-a-user-add-a-dependency-on-a-ticket-he-does-not-have-access-to--tp16681215p16691434.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] At Mail list info
Jok wrote: I believe it has been migrated to a google code/project. At least the code is there, along with a wiki with some docs. Maybe someone with write access to the wiki should update the link on the main rt wiki... :) Indeed it is on code.google.com. I had a bit of trouble finding it so here is the url for those interested: http://code.google.com/p/asset-tracker-4rt/ James __ This email has been scanned for viruses and spam by the MessageLabs Email Security 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] Default Queue???
Perfect! Thanks, 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: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Monday, April 14, 2008 1:09 PM To: Aaron Sallade; Tim Gustafson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] Default Queue??? At Monday 4/14/2008 03:58 PM, Aaron Sallade wrote: I did not see the spot for default there. Am I missing it? I think if you do this (in SelectNewTicketQueue), it should work: /Elements/SelectQueue, Name = 'Queue', %ARGS, ShowNullOption = 0, ShowAllQueues = 0, Default = nnn where nnn is your desired default 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] Best way to disable mail notification during mass ticket creation?
You could just make the Autoreply template blank. No email will be sent. On Mon, Apr 14, 2008 at 4:20 PM, Kevin Murphy [EMAIL PROTECTED] wrote: When creating large numbers of tickets via Tools/Offline, is there a good way of disabling associated mail notification? I'm using RT 3.6.6. In 2006, Jesse suggested using a temporary override template (in my case named 'Admin Correspondence') hardwired to a nobody address. It would be great to have a checkbox on the Tools/Offline page to disable mail notification. Anything else is going to be potentially disruptive of normal RT usage. Maybe there's no good way to do this. Not knowing anything about RT internals, it seems like the right RT implementation of this might require something like per-session scrips, the ability to override global (and queue) scrips, and possibly even a new privilege. Ugh. -Kevin Murphy ___ 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
