[rt-users] Searching for all tickets that have children
Hi all, I want to search for all tickets which, amongst other criteria, are depended on by at least one other ticket. I played around with DependedOnBy and various special char like blank, *, etc, but could not find any 'this matches all' glob. Is there any such thing and, if not, what is the correct way to look for 'All tickets which have at least one child which said ticket depends on'? Thanks, Richard ___ 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] Feature suggestion: Tree view of tickets
Hi all, I would like to bounce an idea to this list: A tree view mode for search results. Obviously, this would be a large change, especially if it is done in a generic way. A generic framework would be able to create structures on any combination of inter-relations, but the main use case I can see is to make dependent tickets more manageable. Consider this example #1 Buy beer #3 [+] Go camping (0/5) #2 Buy junk food Now, I click on the plus in front of #2: #1 Buy beer #3 [-] Go camping (0/5) #4 Pack tent #5 Pack sleeping bag #6 [+] Call friends (0/2) #2 Buy junk food #6 would have a 2 sub-tickets of its own, Alice Bob. After calling Alice and packing my tent, I would see this: #1 Buy beer #3 [-] Go camping (2/5) #5 Pack sleeping bag #6 [+] Call friends (1/2) #2 Buy junk food The obvious benefit is that you are a _lot_ more aware of what is going on with nested ticket dependencies. There are a few considerations which relate to this: 1) How to handle circular dependencies? How to break them? 2) Should finished tickets in this structure be shown or hidden? Ideally, this would be an option, with the shown tickets using RT's ticket-inactive CSS style. 3) Should clicking a [+] expand all or just the current sub-tree? Or should it remember the open/closed status of all tree nodes and restore to whatever was there before? 4) Should the n in the (n/m) display show open or finished ticket count? Again, this would ideally be an option or, even better, all data would be accessible via Display Columns of Search.html . The largest problem I see is 1); RT supports graphs whereas my suggested scheme is a tree. The trade-off between usability, displayability (made up a word, yay!) and coding effort on the one hand and data handling capabilities on the other hand is, imo, a good one in this case, though. If this feature suggesion is deemed worthy, what would be the approximate time-frame of this seeing the light of day? Thanks, Richard ___ 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] Difference between Parent/Child and Depends on/Depended on by?
Hi all, what is the conceptual difference between Parent/Child and Depends on/ Depended on by? To me, they mean essentially the same and I can't come up with a use case where both would be used simultaneously or even just differently. If there is no real difference, wouldn't it make sense to deprecate either (while still supporting it, of course). Richard ___ 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] Sending multipart text/html or just html
See here: http://www.gossamer-threads.com/lists/rt/users/77565#77565 Looks like it'll be addressed in 3.8.2 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of F350 Sent: Monday, September 22, 2008 6:24 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Sending multipart text/html or just html Hello, We too have the same need. We use RT internally and we would like RT to send emails in html and not plain text. I've searched the forum for a solution but did not find one. We're using 3.8.1. Thanks Robin Helgelin wrote: Hi, I'd like to send text/html-multipart mail or even just html mail on outoing correspondence, but something seems to force the content-type header into text/plain. Any ideas how to solve it or what I'm doing wrong? -- regards, Robin ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html -- View this message in context: http://www.nabble.com/Sending-multipart-text-html-or-just-html-tp4933876 p19605189.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
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
On Mon, 22 Sep 2008 07:10:22 -0400, Richard Hartmann [EMAIL PROTECTED] wrote: Hi all, what is the conceptual difference between Parent/Child and Depends on/ Depended on by? To me, they mean essentially the same and I can't come up with a use case where both would be used simultaneously or even just differently. If there is no real difference, wouldn't it make sense to deprecate either (while still supporting it, of course). Richard Parent/child simply describes a relationship between tickets (children belong to parent). Depends on enforces a rule - the depended on ticket must be resolved before its dependent tickets can be resolved. I would point you to the RT Essentials book, but this part is backwards in the book (in my edition at least). STeve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT 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] Feature suggestion: Tree view of tickets
On Mon 22.Sep'08 at 13:07:02 +0200, Richard Hartmann wrote: Hi all, I would like to bounce an idea to this list: A tree view mode for search results. Obviously, this would be a large change, especially if it is done in a generic way. A generic framework would be able to create structures on any combination of inter-relations, but the main use case I can see is to make dependent tickets more manageable. http://search.cpan.org/dist/RT-View-Tree/ This was a one-off I built for a customer. It hasn't been touched in 3 years and likely needs some tweaking, but might be worth trying. Consider this example #1 Buy beer #3 [+] Go camping (0/5) #2 Buy junk food Now, I click on the plus in front of #2: #1 Buy beer #3 [-] Go camping (0/5) #4 Pack tent #5 Pack sleeping bag #6 [+] Call friends (0/2) #2 Buy junk food #6 would have a 2 sub-tickets of its own, Alice Bob. After calling Alice and packing my tent, I would see this: #1 Buy beer #3 [-] Go camping (2/5) #5 Pack sleeping bag #6 [+] Call friends (1/2) #2 Buy junk food The obvious benefit is that you are a _lot_ more aware of what is going on with nested ticket dependencies. There are a few considerations which relate to this: 1) How to handle circular dependencies? How to break them? 2) Should finished tickets in this structure be shown or hidden? Ideally, this would be an option, with the shown tickets using RT's ticket-inactive CSS style. 3) Should clicking a [+] expand all or just the current sub-tree? Or should it remember the open/closed status of all tree nodes and restore to whatever was there before? 4) Should the n in the (n/m) display show open or finished ticket count? Again, this would ideally be an option or, even better, all data would be accessible via Display Columns of Search.html . The largest problem I see is 1); RT supports graphs whereas my suggested scheme is a tree. The trade-off between usability, displayability (made up a word, yay!) and coding effort on the one hand and data handling capabilities on the other hand is, imo, a good one in this case, though. If this feature suggesion is deemed worthy, what would be the approximate time-frame of this seeing the light of day? Thanks, Richard ___ 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 -- pgpi5VinQCwvG.pgp Description: PGP signature ___ 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] Problem with new RT installation
hi all, this is my first post to the list, i hope it'll get through properly.. i tried searching the archives but found nothing related to this issue; i finally got RT loading up in the browser, it prompts me for username/pass, i can manage to login with the root account, but every single time i click something to change pages, it requests authentication all over again! this is driving me nuts, every single thing i try to do in the interface causes this (the functionality is fine mind you, it's just annoying and a bit too clumsy for production to have to re-enter credentials every single page). many thanks! Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ 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] Slow scrollling / X11 / Nvidia / Firefox 3 [Was Re: Fedora Core 9 versus Ubuntu]
Brian, Thanks for the excellent triage. Does the solution mentioned at: https://bugs.launchpad.net/ubuntu/+source/firefox-3.0/+bug/223238/comments/39 work for you? -j pgpT5u2DDLKYh.pgp Description: PGP signature ___ 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 serial custom field... sort of
I've been requested something quite odd: a custom field that behaves like a SERIAL column on a database. The specific request was a custom field that has no duplicates and it's _always_ kept in sequence. Initially I suggested using the ticket number instead, but the user states that according to their process the numbering must be gapless. They don't mind, and would even appreciate, if the number gets generated automatically. I explained the fact that if there were two users creating a new ticket, the numbering would depend on who hits submit first and they're fine with that. Any suggestions on how to approach this? -- Ernesto Hernández-Novich - Linux 2.6.18 i686 - Unix: Live free or die! Geek by nature, Linux by choice, Debian of course. If you can't aptitude it, it isn't useful or doesn't exist. GPG Key Fingerprint = 438C 49A2 A8C7 E7D7 1500 C507 96D6 A3D6 2F4C 85E3 ___ 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] Fixed issue with repeated logins
I tried again to search for possible fixes using different keywords this time and found a solution. What fixed it for me was uncommenting Set($WebSessionClass , 'Apache::Session::File); in my RT_SiteConfig.pm file. i had tried using ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;, which did nothing useful, so after i managed to fix the issue i ran a ALTER TABLE sessions CHANGE a_session a_session LONGTEXT;, which i hope brings it back to its standard type? please let me know if this is correct. thanks. Gabriel Cadieux Systems Engineer IT Security Analyst STI - Secure Technologies International, Inc. Tel. (613) 830-3131 ext. 304 Cel. (613) 608-4635 Fax. (613) 830-5320 www.securetechnologies.ca ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth problem
David Mackintosh wrote:
On Fri, Sep 19, 2008 at 03:40:51PM -0400, David Mackintosh wrote:
So my definitions look like:
[...]
'base' = 'ou=Users,ou=ABC,dc=abcsystems,dc=com',
'filter' = '(objectclass=Person)',
'd_filter' = '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'group' = 'Request Tracker Users',
[...]
Partially working: if I change 'base' to 'dc=abcsystems,dc=com', and
comment out the 'group' field, I can log in with my AD credentials.
It's the commenting out the group that will do it, your base was fine so
long as it reflects actual OUs in your AD config.
So now my only authentication problem is how to specify the 'group'
parameter.
As before, try specifying the full container id.
I did notice when poking around that the AD user has no privileges by
default except to create a new ticket
Set($AutoCreate,{Privileged = 0});
Autocreated users are unprivileged.
Set($AutoCreate,{Privileged = 1});
Autocreated users are privileged.
-- and this user doesn't appear
in the RT user list such that I can apply privileges to it. Is there
a link someone can provide that can show me what privs I need to
assign, and where, to get going?
This is simply a misunderstanding. By default, the list of users only
shows privileged users because in many RT installations there may be
thousands or millions of users who've raised support tickets, but only a
few users that are support staff that might need to be played around with.
In the users search page, try specifying this search precisely:
Find users whose username isn't farfegnugen
That should show you all users and then allow you to modify them.
--
Kind Regards,
__
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Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
On Mon, Sep 22, 2008 at 15:03, Stephen Turner [EMAIL PROTECTED] wrote: Parent/child simply describes a relationship between tickets (children belong to parent). Depends on enforces a rule - the depended on ticket must be resolved before its dependent tickets can be resolved. So basically, parent/child sit between the strong Depend and the weak Refer. Not sure if that is useful in any application, but I now know that I don't need it for my workflows. Thanks :) Richard ___ 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] Feature suggestion: Tree view of tickets
I would love to see this functionality as well. In the meantime, I created a query that will display the child tickets below the parent ticket, but at this point it only shows the child ticket number, not the title/status/etc. It's also not collapsible. It's a minor step toward a tree-view, and likely as far as I can get using just a query. In Edit Query - Advanced screen, this is in the top box: ( Queue = 'Projects:Matt' ) AND ( Status != 'resolved' AND Status != 'rejected' ) AND Priority 4 And this is in the bottom box: ' ba href=/rt/Ticket/Display.html?id=__idid__/a/b/TITLE:Ticket', 'ba href=/rt/Ticket/Display.html?id=__idSubject__/a/b/TITLE:Subje ct', '__Status__', '__QueueName__', '__OwnerName__', '__Priority__', '__NEWLINE__', '', 'bsmalla href=/rt/Ticket/Display.html?id=__idChildren__/b/small/a/TI TLE:Children', 'small__Requestors__/small', 'small__DueRelative__/small', '__-__', 'small__CreatedRelative__/small', 'ismalla href=/rt/Ticket/Display.html?id=__LastUpdateLastUpdatedRelative__ /i/small/a' I'm sure that there's some line breaks that came through on email. Remember that each line starts with a ' and you should be able to re-construct it. Again, it's not pretty, but it does the job until someone with more know-how than me updates the Tree-View module/plug-in. Hope this helps. Matt -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jesse Vincent Sent: Monday, September 22, 2008 8:11 AM To: Richard Hartmann Cc: RT Users Subject: Re: [rt-users] Feature suggestion: Tree view of tickets On Mon 22.Sep'08 at 13:07:02 +0200, Richard Hartmann wrote: Hi all, I would like to bounce an idea to this list: A tree view mode for search results. Obviously, this would be a large change, especially if it is done in a generic way. A generic framework would be able to create structures on any combination of inter-relations, but the main use case I can see is to make dependent tickets more manageable. http://search.cpan.org/dist/RT-View-Tree/ This was a one-off I built for a customer. It hasn't been touched in 3 years and likely needs some tweaking, but might be worth trying. Consider this example #1 Buy beer #3 [+] Go camping (0/5) #2 Buy junk food Now, I click on the plus in front of #2: #1 Buy beer #3 [-] Go camping (0/5) #4 Pack tent #5 Pack sleeping bag #6 [+] Call friends (0/2) #2 Buy junk food #6 would have a 2 sub-tickets of its own, Alice Bob. After calling Alice and packing my tent, I would see this: #1 Buy beer #3 [-] Go camping (2/5) #5 Pack sleeping bag #6 [+] Call friends (1/2) #2 Buy junk food The obvious benefit is that you are a _lot_ more aware of what is going on with nested ticket dependencies. There are a few considerations which relate to this: 1) How to handle circular dependencies? How to break them? 2) Should finished tickets in this structure be shown or hidden? Ideally, this would be an option, with the shown tickets using RT's ticket-inactive CSS style. 3) Should clicking a [+] expand all or just the current sub-tree? Or should it remember the open/closed status of all tree nodes and restore to whatever was there before? 4) Should the n in the (n/m) display show open or finished ticket count? Again, this would ideally be an option or, even better, all data would be accessible via Display Columns of Search.html . The largest problem I see is 1); RT supports graphs whereas my suggested scheme is a tree. The trade-off between usability, displayability (made up a word, yay!) and coding effort on the one hand and data handling capabilities on the other hand is, imo, a good one in this case, though. If this feature suggesion is deemed worthy, what would be the approximate time-frame of this seeing the light of day? Thanks, Richard ___ 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] Difference between Parent/Child and Depends on/Depended on by?
On Mon, 22 Sep 2008 10:35:01 -0400, Richard Hartmann [EMAIL PROTECTED] wrote: So basically, parent/child sit between the strong Depend and the weak Refer. Not sure if that is useful in any application, but I now know that I don't need it for my workflows. Thanks :) Richard I think we've used parent/child to group tickets that refer to the same issue - for example an outage reported by several people. It makes it easy to locate all those tickets and send out a single reply to them all when the outage is fixed. Steve -- Stephen Turner Senior Programmer/Analyst - SAIS MIT 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] Feature suggestion: Tree view of tickets
On Mon, Sep 22, 2008 at 16:19, Brown, Matt A. [EMAIL PROTECTED] wrote: In the meantime, I created a query that will display the child tickets below the parent ticket, I tried replacing __Children__ with __DependedOnBy__, but that refuses to work, i.e. display anything. Also, this can't display deeper levels, but I am aware this is probably outside the scope of this hack. Thanks, Richard ___ 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] Feature suggestion: Tree view of tickets
On Mon, Sep 22, 2008 at 15:10, Jesse Vincent [EMAIL PROTECTED] wrote: This was a one-off I built for a customer. It hasn't been touched in 3 years and likely needs some tweaking, but might be worth trying. I will try to get time assigned poke this, but don't hold your breath. Will report if there is anything, but if anyone else wants to do so as well, they are more than welcome to. Richard PS: Wouldn't it make sense to merge this into RT trunk? It seems like an extremely useful option, to me. ___ 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] Standalone network installation
You can search for the modules on search.cpan.org, and download them manually. You will then need to install them by hand. http://www.perlhowto.com/installing_cpan_modules You might also consider creating a minimal CPAN mirror, as described here: http://www.perlmonks.org/?node_id=188183 Hope this helps. On Fri, Sep 19, 2008 at 5:40 PM, Mchenry, Glenn [EMAIL PROTECTED] wrote: Yeah, I'm unable to connect it to the outside world. Offline can you please point me to where I can lookup how to pull individual packages from CPAN? Also, I have to worry about their individual dependencies as well correct? I can download whatever from the outside, burn it on a cd, and bring that into the standalone network. Thanks RT. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTx::Calendar
Hi, I have installed RT3.8.1 and RTx::Calendar 0.6 (and dependencies). From documentation I added $HomePageComponents in RT_SiteConfig.pm: To use MyCalendar portlet you must add MyCalendar to $HomepageComponents in etc/RT_SiteConfig.pm like that : Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]); However I get the following error when I logon to RT: could not find component for path 'MyCalendar' Has anyone any pointers/ideas on what I may have missed. The CPAN page says: compatible only with RT 3.6 for the moment. If someone need compatibility with 3.4 I can work on this. And I will work on 3.7 compatibility later. But I see a link saying it is OK for 3.8 http://www.nabble.com/new-RTx::Calendar-and-RTx::Emailcompletion-compatible-with-rt3.8-released-td19243845.html Regards, Jason Doran ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTx::Calendar
Umm, did you add RTx-Calendar to your list of plugins? -- Cambridge Energy Alliance: Save money the planet ___ 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] Difference between Parent/Child and Depends on/Depended on by?
Richard, There is also another difference. In the LINKS table, the TYPE of link maintained for a ticket is also different. In a situation where there is a Parent/Child relationship, the type is defined as MembersOf and if it is a DependsOn relationship, then the type is defined as DependsOn. This would be important when creating a search. Hope this helps. Kenn LBNL On 9/22/2008 7:35 AM, Richard Hartmann wrote: On Mon, Sep 22, 2008 at 15:03, Stephen Turner [EMAIL PROTECTED] wrote: Parent/child simply describes a relationship between tickets (children belong to parent). Depends on enforces a rule - the depended on ticket must be resolved before its dependent tickets can be resolved. So basically, parent/child sit between the strong Depend and the weak Refer. Not sure if that is useful in any application, but I now know that I don't need it for my workflows. Thanks :) Richard ___ 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] Event Cal Extension?
Ah ok, I was under the impression that it was integrated into 3.8.x but it appears just the iCal aspect of it. I'll have to try it out, it looks like it was updated for 3.8.x compatibility. Emmanuel Lacour wrote: On Fri, Sep 19, 2008 at 10:26:49AM -0400, Curtis Bruneau wrote: I'm not sure if this is the right place to ask... I'm currently using RT 3.8.1 and I was wondering if there is an extension to do very basic calendering, ideally the display would be built into RT instead of relying on an external iCal. Some of our service techs want to make a basic event schedule and possibly have it link to the ticket. This could almost be accomplished with reminders (if it had times) but there is no calendar type view (day/week/month) etc. Have a look at RTx::Calendar maybe: http://search.cpan.org/dist/RTx-Calendar/ ___ 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] Difference between Parent/Child and Depends on/Depended on by?
Richard, We use the Parent/Child and DependsOn relationships a great deal and this is how we do it. Whenever we have a ticket that in and of itself causes other work to be done within the SAME support group for the same queue, we make those tickets Children tickets of the main/original request ticket. This can go to several leve3ls, if necessary. When a queue receives a ticket that requires work to be done by another support group for another queue, we create a ticket in that other queue and make the relationship a DepensOn ticket. For example, my support queue may get a request ticket that requires several programs to be developed. the origianl ticket is the parent and the ticket for each new program will be children tickets. Each of those children tickets may also require work, like a sub-routine that can be used by all the other children tickets. At the same time, this work may also require a new field to be defined in the DataBase. So we then create a ticket in the DBA queue for that field and THAT new ticket in the DBA queue will be created as a DenedsOn' ticket. I can see all those relationships when I run a search that includes Parents, Children, DependsOn, and DependedOnBy as well as the due dates and Work-Status (a CF we have as mandatory for every ticket in all queues. It shows what process the work or development is in, ie. Requested, In Process, UnitTesting, System Testing, QA Testing). This allows us to create spreadsheet that becomes a project management report. Hope this helps. Kenn LBNL On 9/22/2008 4:10 AM, Richard Hartmann wrote: Hi all, what is the conceptual difference between Parent/Child and Depends on/ Depended on by? To me, they mean essentially the same and I can't come up with a use case where both would be used simultaneously or even just differently. If there is no real difference, wouldn't it make sense to deprecate either (while still supporting it, of course). Richard ___ 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] A serial custom field... sort of
Ernesto, What you are talking about is a Queue-specific reference number. Not hard to do. For every queue that needs this, define the CF with an appropriate name for a specific Queue (I believe in 3.8.1 you can define Queue-level CF's that do NOT have to be on a ticket. Maybe a name like Queue Reference Number would work). Then, you define a CF to be used for All tickets in that Queue (like Ticket Reference Number). You then write a Queue-level script that examines a transaction and if the type is a create, and it is for one of the Queues that needs this CF, then pull the CF for THAT Queue and add 1 to it and then put that new number back in the Queue-level CF and also insert it into the new ticket in that queue. Hope this helps. Kenn LBNL On 9/22/2008 7:14 AM, Ernesto Hernandez-Novich wrote: I've been requested something quite odd: a custom field that behaves like a SERIAL column on a database. The specific request was a custom field that has no duplicates and it's _always_ kept in sequence. Initially I suggested using the ticket number instead, but the user states that according to their process the numbering must be gapless. They don't mind, and would even appreciate, if the number gets generated automatically. I explained the fact that if there were two users creating a new ticket, the numbering would depend on who hits submit first and they're fine with that. Any suggestions on how to approach this? ___ 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] A serial custom field... sort of
Ernesto, Oh, I forgot. Be sure to make the Privileges for those CF's to be SeeCustomField only, since only RT will be changing them. Kenn LBNL On 9/22/2008 7:14 AM, Ernesto Hernandez-Novich wrote: I've been requested something quite odd: a custom field that behaves like a SERIAL column on a database. The specific request was a custom field that has no duplicates and it's _always_ kept in sequence. Initially I suggested using the ticket number instead, but the user states that according to their process the numbering must be gapless. They don't mind, and would even appreciate, if the number gets generated automatically. I explained the fact that if there were two users creating a new ticket, the numbering would depend on who hits submit first and they're fine with that. Any suggestions on how to approach this? ___ 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] Programatically altering custom fields
How is one supposed to use the undocumented
RT::Interface::Web::ProcessObjectCustomFieldUpdates?
Based on instances of use in RT I've tried the following,
but it does not seem to work; though it reports no errors.
my $ticket = new RT::Ticket($session{'CurrentUser'});
$ticket-Load($refid);
push @results, ProcessObjectCustomFieldUpdates( ARGSRef ={
'Object-RT::Ticket-'.$refid.'-CustomField-Landlord'=
'[https://rt.cambenergy.org/Admin/Users/Landlord.html?id='. $val
}, Object = $ticket );
This is in a modified copy of Admin/Users/Modify.html after the call to create,
and is meant to replace the value of the CF in the referring ticket
(passed in as
$refid via the Wikitext patch for placeholders) with a link to
view/modify the newly
created user.
--
Cambridge Energy Alliance: Save money the planet
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Re: [rt-users] Problem with new RT installation
Am 22.09.2008 um 15:17 schrieb Gabriel Cadieux: hi all, this is my first post to the list, i hope it'll get through properly.. i tried searching the archives but found nothing related to this issue; i finally got RT loading up in the browser, it prompts me for username/pass, i can manage to login with the root account, but every single time i click something to change pages, it requests authentication all over again! this is driving me nuts, every single thing i try to do in the interface causes this (the functionality is fine mind you, it's just annoying and a bit too clumsy for production to have to re-enter credentials every single page). I assume you use MySQL. A lot of people who didn't set up all the tables correctly (or upgraded older ones not correctly) had this problem. Personally, I use PostgreSQL and I must say that the upgrade to 3.8.1 was the one that caused the least pain (we started with 3.4.something, moved to 3.6.3 and then I lifted it to 3.8.1, moving from FreeBSD5.4 over 6.2 to 7.0 eventually). It just took a lot of time because the the box is now old and slow ;-) The only problem is the large amount of dependencies that RT carries (FreeBSD installs well over 110 perl modules alltogether). I make a copy of the box in VMware and dry-run the upgrade there. So far, this has worked very well. cheers, Rainer ___ 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] Custom scrip and queue behavior
Hi, Im using RT 3.6.5, will go to 3.8.1 shortly. I'm looking for a way to reduce the large amount of emails generated to watchers of a queue. Currently we have a help queue with 4 watchers as AdminCC's. On Correspondance or Ticket Create every AdminCC gets notified. While this is fine what i would like is to not notify the other 3 AdminCC's if I own the ticket and vice versa. But for unowned tickets i still want to Notify all AdminCC's. I know you can modify AdminCC's for each ticket, but with a high volume of tickets that becomes very cumbersome. So, my ideal scenario. 4 users watching the help queue (currently via AdminCC). Any tickets newly created will notify all watchers. If user1 takes a ticket DO NOT notify other AdminCC's on comment or correspondance. If user2 takes a ticket DO NOT notify other AdminCC's on comment or correspondance. etc etc for user3 and user4. That way the amount of email hitting each watcher's mailbox is reduced. I guess it can be done with some Custom scrip actions/templates, but i am a novice in this area and maybe someone already does this in a better or easier way. Thanks in advance for any help. Regards, Les ___ 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] Immutable created field
Is there any way to overcome the immutable nature of a ticket's created attribute? I'm trying to import some old data, but would really prefer to not lose information such as when a ticket was *really* created. I know I could kludge something with a custom field, etc., but then one must perform queries on mutliple columns unnecessarily... -- Cambridge Energy Alliance: Save money the planet ___ 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
