Re: [rt-users] Ticket/Search results navigation in 3.8.x

[Jesse Vincent]

On Fri  6.Feb'09 at 22:58:42 -0500, Stephen Cochran wrote:
>We recently upgraded to 3.8.1, and overall the interface is so much
>better!
> 
>One comment we've received from our customer support group is that several
>navigation features are no longer available. When viewing a queue or
>search, there used to be the following links/controls:
> 
>which took you back to the the last search or group you had. These links
>seem to have disappeared from 3.8.x, and I'm wondering if there's a
>setting to bring them back or if someone has made the customization
>already.
> 


They sure seem to exist for me in 3.8...They're in the menu on the left.


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[rt-users] Ticket/Search results navigation in 3.8.x

[Stephen Cochran]

We recently upgraded to 3.8.1, and overall the interface is so much better!

One comment we've received from our customer support group is that several
navigation features are no longer available. When viewing a queue or search,
there used to be the following links/controls:

  first
  prev
  next
  last

and

  search results

which took you back to the the last search or group you had. These links
seem to have disappeared from 3.8.x, and I'm wondering if there's a setting
to bring them back or if someone has made the customization already.

Thanks,
Steve
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Re: [rt-users] Custom field not mandatory in all queues

[Kenneth Crocker]

Laura,


You could create a scrip that looks something like this:

Description: Validate Customer
Condition: On Resolve
Action: User-Defined

Custom Action Prep Code:

return 1;

Custom Action Cleanup Code:

my $ticket = $self->TicketObj;

if  $ticket->FirstCustomFieldValue('Customer') ne ' '
 return 1
else
 $ticket->SetStatus("open");
 return 1;


What this will do is when someone changes the status to "resolved" it 
will check to make sure the CF "Customer" isn't blank. If it isn't, no 
problem, no changes. If it IS blank, the Ticket Status is re-set to "open".
You can also create a notification scrip to check for the same thing 
only the action is to send an Email using a template that sends someone 
a message on the need to put customer info in the ticket.

Description: Customer Missing on Resolved
Condition: User-defined
Action: Notify Owner (or whomever)
Template: Missing Customer (you create this)

Custom Condition:
# Check for Ticket Status changed to "resolved"

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq "Status" &&
  $trans->NewValue eq "resolved") &&
  $ticket->FirstCustomFieldValue('Customer') eq ' '
  return 1;



Hope this helps.

Kenn
LBNL

On 2/6/2009 1:30 PM, Laura Grella wrote:
> Thanks Kenn,
> 
> It has been at least 6 months since I have done any scrip coding and was
> wondering if you had any sample code that would check the field and return 0
> when empty? I'd really appreciate it.
> 
> Thanks,
> Laura
> 
> Kenneth Crocker wrote:
>> Laura,
>>
>>  I'm only on 3.6.4 so my comment may be out of date. I don't think 
>> that's possible in configuration. If a CF is set up to be mandatory, 
>> then whenever it is applied to a queue, those tickets will require an 
>> entry. What you can do is remove the "Mandatory" setting and then write 
>> a scrip for the queues you want it to be mandatory in and do a return 0 
>> when checking it against the desired transactions and it is empty. Hope 
>> this helps.
>>
>>
>> Kenn
>> LBNL
>>
>> On 2/6/2009 12:33 PM, Laura Grella wrote:
>>> Is there a way to make a custom field mandatory in 3 queues, but not
>>> mandatory in a 4th queue?
>>>
>>> Thanks,
>>> Laura
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>>
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>> Commercial support: sa...@bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
> 

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Re: [rt-users] Custom field not mandatory in all queues

[Kenneth Crocker]

Laura,


No. The Custom FIeld only follows a ticket into another Queue if the 
same CF is applied to that new queue.

Kenn
LBNL


On 2/6/2009 2:25 PM, Laura Grella wrote:
> Thanks Kenn,
> 
> But will this work if I want the field (customer) to follow from the soft
> dev queue(not mandatory) to the customer support queue(mandatory)?
> 
> 
> 
> Kenneth Crocker wrote:
>> Laura,
>>
>>
>>  Although I hate redundancy and as an ex-DBA I have always believed 1 
>> field/1 name, I have to agree with Todd :-). RT is not an accounting 
>> system or parts system where everything has to be tidy, etc. In this 
>> case, it's the same name for the same type of data. So, other than 
>> double the work of maintaining the same values in two fields, that's a 
>> good idea. If it works, then it's fine and Todd's idea will certainly
>> work.
>>
>>
>> Kenn
>> LBNL
>>
>> On 2/6/2009 1:49 PM, Todd Chapman wrote:
>>> It would be easier to make two CFs with the same name. Make it mandatory 
>>> in one and apply it to 3 queues. The other gets applied to the fourth
>>> queue.
>>>
>>> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella >> > wrote:
>>>
>>>
>>> Thanks Kenn,
>>>
>>> It has been at least 6 months since I have done any scrip coding and
>>> was
>>> wondering if you had any sample code that would check the field and
>>> return 0
>>> when empty? I'd really appreciate it.
>>>
>>> Thanks,
>>> Laura
>>>
>>> Kenneth Crocker wrote:
>>>  >
>>>  > Laura,
>>>  >
>>>  >   I'm only on 3.6.4 so my comment may be out of date. I don't
>>> think
>>>  > that's possible in configuration. If a CF is set up to be
>>> mandatory,
>>>  > then whenever it is applied to a queue, those tickets will require
>>> an
>>>  > entry. What you can do is remove the "Mandatory" setting and then
>>> write
>>>  > a scrip for the queues you want it to be mandatory in and do a
>>> return 0
>>>  > when checking it against the desired transactions and it is
>>> empty. Hope
>>>  > this helps.
>>>  >
>>>  >
>>>  > Kenn
>>>  > LBNL
>>>  >
>>>  > On 2/6/2009 12:33 PM, Laura Grella wrote:
>>>  >> Is there a way to make a custom field mandatory in 3 queues, but
>>> not
>>>  >> mandatory in a 4th queue?
>>>  >>
>>>  >> Thanks,
>>>  >> Laura
>>>  >
>>>  > ___
>>>  > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>  >
>>>  > Community help: http://wiki.bestpractical.com
>>>  > Commercial support: sa...@bestpractical.com
>>> 
>>>  >
>>>  >
>>>  > 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/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.html
>>> Sent from the Request Tracker - User mailing list archive at
>>> Nabble.com.
>>>
>>> ___
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>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sa...@bestpractical.com
>>> 
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>> 
>>>
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>>>
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>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
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>>
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>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
> 

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[rt-users] colorize status

[Daniel Cook]

So I've updated the ShowStatusInColor page on the wiki to reflect how I have 
implemented this in 3.8.2  The question that I have is this...

When replys are colorized in my list view, the way things are setup right now, 
it is done based on who the last person to modify the ticket was  

I have noticed that when I open a ticket that has had a reply there is a little 
note at the top of the ticket that sais there are new messages.  This message 
goes away after I have viewed the message.  

This is how I would like this new reply type flag setup for my list view.  I 
would like it to drop the rep flag and the reply color after I view the new 
message - without necessarily making any reply or physical change to the ticket.

Is this easily possible?  Any advise on how to go about it?

Thanks,

Dan

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Re: [rt-users] Custom field not mandatory in all queues

[Laura Grella]

Thanks Kenn,

But will this work if I want the field (customer) to follow from the soft
dev queue(not mandatory) to the customer support queue(mandatory)?



Kenneth Crocker wrote:
> 
> Laura,
> 
> 
>   Although I hate redundancy and as an ex-DBA I have always believed 1 
> field/1 name, I have to agree with Todd :-). RT is not an accounting 
> system or parts system where everything has to be tidy, etc. In this 
> case, it's the same name for the same type of data. So, other than 
> double the work of maintaining the same values in two fields, that's a 
> good idea. If it works, then it's fine and Todd's idea will certainly
> work.
> 
> 
> Kenn
> LBNL
> 
> On 2/6/2009 1:49 PM, Todd Chapman wrote:
>> It would be easier to make two CFs with the same name. Make it mandatory 
>> in one and apply it to 3 queues. The other gets applied to the fourth
>> queue.
>> 
>> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella > > wrote:
>> 
>> 
>> Thanks Kenn,
>> 
>> It has been at least 6 months since I have done any scrip coding and
>> was
>> wondering if you had any sample code that would check the field and
>> return 0
>> when empty? I'd really appreciate it.
>> 
>> Thanks,
>> Laura
>> 
>> Kenneth Crocker wrote:
>>  >
>>  > Laura,
>>  >
>>  >   I'm only on 3.6.4 so my comment may be out of date. I don't
>> think
>>  > that's possible in configuration. If a CF is set up to be
>> mandatory,
>>  > then whenever it is applied to a queue, those tickets will require
>> an
>>  > entry. What you can do is remove the "Mandatory" setting and then
>> write
>>  > a scrip for the queues you want it to be mandatory in and do a
>> return 0
>>  > when checking it against the desired transactions and it is
>> empty. Hope
>>  > this helps.
>>  >
>>  >
>>  > Kenn
>>  > LBNL
>>  >
>>  > On 2/6/2009 12:33 PM, Laura Grella wrote:
>>  >> Is there a way to make a custom field mandatory in 3 queues, but
>> not
>>  >> mandatory in a 4th queue?
>>  >>
>>  >> Thanks,
>>  >> Laura
>>  >
>>  > ___
>>  > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  >
>>  > Community help: http://wiki.bestpractical.com
>>  > Commercial support: sa...@bestpractical.com
>> 
>>  >
>>  >
>>  > 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/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.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: sa...@bestpractical.com
>> 
>> 
>> 
>> 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: sa...@bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> ___
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> 
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> 
> 
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> Buy a copy at http://rtbook.bestpractical.com
> 
> 

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Re: [rt-users] Custom field not mandatory in all queues

[Laura Grella]

Thanks Kenn,

But will this work if I want the field (customer) to follow from the soft
dev queue(not mandatory) to the customer support queue(mandatory)?



Kenneth Crocker wrote:
> 
> Laura,
> 
> 
>   Although I hate redundancy and as an ex-DBA I have always believed 1 
> field/1 name, I have to agree with Todd :-). RT is not an accounting 
> system or parts system where everything has to be tidy, etc. In this 
> case, it's the same name for the same type of data. So, other than 
> double the work of maintaining the same values in two fields, that's a 
> good idea. If it works, then it's fine and Todd's idea will certainly
> work.
> 
> 
> Kenn
> LBNL
> 
> On 2/6/2009 1:49 PM, Todd Chapman wrote:
>> It would be easier to make two CFs with the same name. Make it mandatory 
>> in one and apply it to 3 queues. The other gets applied to the fourth
>> queue.
>> 
>> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella > > wrote:
>> 
>> 
>> Thanks Kenn,
>> 
>> It has been at least 6 months since I have done any scrip coding and
>> was
>> wondering if you had any sample code that would check the field and
>> return 0
>> when empty? I'd really appreciate it.
>> 
>> Thanks,
>> Laura
>> 
>> Kenneth Crocker wrote:
>>  >
>>  > Laura,
>>  >
>>  >   I'm only on 3.6.4 so my comment may be out of date. I don't
>> think
>>  > that's possible in configuration. If a CF is set up to be
>> mandatory,
>>  > then whenever it is applied to a queue, those tickets will require
>> an
>>  > entry. What you can do is remove the "Mandatory" setting and then
>> write
>>  > a scrip for the queues you want it to be mandatory in and do a
>> return 0
>>  > when checking it against the desired transactions and it is
>> empty. Hope
>>  > this helps.
>>  >
>>  >
>>  > Kenn
>>  > LBNL
>>  >
>>  > On 2/6/2009 12:33 PM, Laura Grella wrote:
>>  >> Is there a way to make a custom field mandatory in 3 queues, but
>> not
>>  >> mandatory in a 4th queue?
>>  >>
>>  >> Thanks,
>>  >> Laura
>>  >
>>  > ___
>>  > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  >
>>  > Community help: http://wiki.bestpractical.com
>>  > Commercial support: sa...@bestpractical.com
>> 
>>  >
>>  >
>>  > 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/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.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: sa...@bestpractical.com
>> 
>> 
>> 
>> 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: sa...@bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
> ___
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> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

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Re: [rt-users] Custom field not mandatory in all queues

[Laura Grella]

Thanks Kenn,

But will this work if I want the field (customer) to follow from the soft
dev queue(not mandatory) to the customer support queue(mandatory)?

Kenneth Crocker wrote:
> 
> Laura,
> 
> 
>   Although I hate redundancy and as an ex-DBA I have always believed 1 
> field/1 name, I have to agree with Todd :-). RT is not an accounting 
> system or parts system where everything has to be tidy, etc. In this 
> case, it's the same name for the same type of data. So, other than 
> double the work of maintaining the same values in two fields, that's a 
> good idea. If it works, then it's fine and Todd's idea will certainly
> work.
> 
> 
> Kenn
> LBNL
> 
> On 2/6/2009 1:49 PM, Todd Chapman wrote:
>> It would be easier to make two CFs with the same name. Make it mandatory 
>> in one and apply it to 3 queues. The other gets applied to the fourth
>> queue.
>> 
>> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella > > wrote:
>> 
>> 
>> Thanks Kenn,
>> 
>> It has been at least 6 months since I have done any scrip coding and
>> was
>> wondering if you had any sample code that would check the field and
>> return 0
>> when empty? I'd really appreciate it.
>> 
>> Thanks,
>> Laura
>> 
>> Kenneth Crocker wrote:
>>  >
>>  > Laura,
>>  >
>>  >   I'm only on 3.6.4 so my comment may be out of date. I don't
>> think
>>  > that's possible in configuration. If a CF is set up to be
>> mandatory,
>>  > then whenever it is applied to a queue, those tickets will require
>> an
>>  > entry. What you can do is remove the "Mandatory" setting and then
>> write
>>  > a scrip for the queues you want it to be mandatory in and do a
>> return 0
>>  > when checking it against the desired transactions and it is
>> empty. Hope
>>  > this helps.
>>  >
>>  >
>>  > Kenn
>>  > LBNL
>>  >
>>  > On 2/6/2009 12:33 PM, Laura Grella wrote:
>>  >> Is there a way to make a custom field mandatory in 3 queues, but
>> not
>>  >> mandatory in a 4th queue?
>>  >>
>>  >> Thanks,
>>  >> Laura
>>  >
>>  > ___
>>  > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>  >
>>  > Community help: http://wiki.bestpractical.com
>>  > Commercial support: sa...@bestpractical.com
>> 
>>  >
>>  >
>>  > 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/Custom-field-not-mandatory-in-all-queues-tp21880139p21880998.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: sa...@bestpractical.com
>> 
>> 
>> 
>> 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: sa...@bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
> 
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> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
> 
> 

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Re: [rt-users] Custom field not mandatory in all queues

[Laura Grella]

I thought of this, but the custom field is "Customer" and it is mandatory in
the customer support and account management queues, but I don't want it
mandatory in the Software Dev. queue but I want the data to flow from one
queue to the next, so if it is in the cust queue, it switches to the soft
dev queue, I want it to follow along to the soft dev queue, but it should
not be mandatory for the input form. I do want the user to have the option
to enter it though.



Todd Chapman wrote:
> 
> It would be easier to make two CFs with the same name. Make it mandatory
> in
> one and apply it to 3 queues. The other gets applied to the fourth queue.
> 
> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella
> wrote:
> 
>>
>> Thanks Kenn,
>>
>> It has been at least 6 months since I have done any scrip coding and was
>> wondering if you had any sample code that would check the field and
>> return
>> 0
>> when empty? I'd really appreciate it.
>>
>> Thanks,
>> Laura
>>
>> Kenneth Crocker wrote:
>> >
>> > Laura,
>> >
>> >   I'm only on 3.6.4 so my comment may be out of date. I don't think
>> > that's possible in configuration. If a CF is set up to be mandatory,
>> > then whenever it is applied to a queue, those tickets will require an
>> > entry. What you can do is remove the "Mandatory" setting and then write
>> > a scrip for the queues you want it to be mandatory in and do a return 0
>> > when checking it against the desired transactions and it is empty. Hope
>> > this helps.
>> >
>> >
>> > Kenn
>> > LBNL
>> >
>> > On 2/6/2009 12:33 PM, Laura Grella wrote:
>> >> Is there a way to make a custom field mandatory in 3 queues, but not
>> >> mandatory in a 4th queue?
>> >>
>> >> Thanks,
>> >> Laura
>> >
>> > ___
>> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> >
>> > Community help: http://wiki.bestpractical.com
>> > Commercial support: sa...@bestpractical.com
>> >
>> >
>> > Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Custom field not mandatory in all queues

[Kenneth Crocker]

Laura,


Although I hate redundancy and as an ex-DBA I have always believed 1 
field/1 name, I have to agree with Todd :-). RT is not an accounting 
system or parts system where everything has to be tidy, etc. In this 
case, it's the same name for the same type of data. So, other than 
double the work of maintaining the same values in two fields, that's a 
good idea. If it works, then it's fine and Todd's idea will certainly work.


Kenn
LBNL

On 2/6/2009 1:49 PM, Todd Chapman wrote:
> It would be easier to make two CFs with the same name. Make it mandatory 
> in one and apply it to 3 queues. The other gets applied to the fourth queue.
> 
> On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella  > wrote:
> 
> 
> Thanks Kenn,
> 
> It has been at least 6 months since I have done any scrip coding and was
> wondering if you had any sample code that would check the field and
> return 0
> when empty? I'd really appreciate it.
> 
> Thanks,
> Laura
> 
> Kenneth Crocker wrote:
>  >
>  > Laura,
>  >
>  >   I'm only on 3.6.4 so my comment may be out of date. I don't
> think
>  > that's possible in configuration. If a CF is set up to be mandatory,
>  > then whenever it is applied to a queue, those tickets will require an
>  > entry. What you can do is remove the "Mandatory" setting and then
> write
>  > a scrip for the queues you want it to be mandatory in and do a
> return 0
>  > when checking it against the desired transactions and it is
> empty. Hope
>  > this helps.
>  >
>  >
>  > Kenn
>  > LBNL
>  >
>  > On 2/6/2009 12:33 PM, Laura Grella wrote:
>  >> Is there a way to make a custom field mandatory in 3 queues, but not
>  >> mandatory in a 4th queue?
>  >>
>  >> Thanks,
>  >> Laura
>  >
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Re: [rt-users] login problem

[Jeroen van Aart]

Macnlos wrote:
> Go to where you unzipped the source and read UPGRADING.mysql
> I've got the same issue and this is what seems to be the problem.

Thanks for the suggestion. I did more or less follow that guide, I 
believe I didn't do the "make initialize-database" but created a 
database, imported the rt 3.4.1 dumpfile and applied the changes.

I'll try to do the "make initialize-database".

Best regards,
Jeroen
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Re: [rt-users] login problem

[Macnlos]

Go to where you unzipped the source and read UPGRADING.mysql
I've got the same issue and this is what seems to be the problem.
CR

On Feb 6, 2009, at 3:20 PM, Jeroen van Aart wrote:

> Hello,
>
> I installed rt 3.8.2 from source on Debian Lenny, using mysql (Ver  
> 14.12
> Distrib 5.0.51a, for debian-linux-gnu (x86_64) using readline 5.2) and
> an import from an rt 3.4.1 database of an rt install on Debian Etch. I
> followed the proper guidelines and successfully installed it and it is
> working fine. Except that it's asking for a login and password  
> repeatedly.
>
> For example, you log in as usual which works, then you click on a  
> quick
> search item, no problems, then you click on a ticket in and it will
> prompt you for your credentials again before opening the ticket. If  
> you
> repeat this the same thing will happen.
>
> Perhaps this is an issue with the apache2 configuration? I have pasted
> my config below, I am using fast-cgi. Thanks in advance for any help.
>
> 
> ServerSignature Off
> ServerName rt3.example.com
> ServerAdmin ad...@example.com
> Redirect permanent / https://rt3.example.com
> 
>
> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
> -processes 10
> 
> ServerSignature Off
> SSLEngine on
> SSLCertificateFile /etc/apache2/ssl/rt3.crt
> SSLCertificateKeyFile /etc/apache2/ssl/rt3.key
>
> ServerName rt3.example.com
> ServerAdmin u...@example.com
>
> DocumentRoot /opt/rt3/share/html
> # Pass through requests to display images
> Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>
> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/
> 
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[rt-users] login problem

[Jeroen van Aart]

Hello,

I installed rt 3.8.2 from source on Debian Lenny, using mysql (Ver 14.12 
Distrib 5.0.51a, for debian-linux-gnu (x86_64) using readline 5.2) and 
an import from an rt 3.4.1 database of an rt install on Debian Etch. I 
followed the proper guidelines and successfully installed it and it is 
working fine. Except that it's asking for a login and password repeatedly.

For example, you log in as usual which works, then you click on a quick 
search item, no problems, then you click on a ticket in and it will 
prompt you for your credentials again before opening the ticket. If you 
repeat this the same thing will happen.

Perhaps this is an issue with the apache2 configuration? I have pasted 
my config below, I am using fast-cgi. Thanks in advance for any help.


 ServerSignature Off
 ServerName rt3.example.com
 ServerAdmin ad...@example.com
 Redirect permanent / https://rt3.example.com


FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 
-processes 10

 ServerSignature Off
 SSLEngine on
 SSLCertificateFile /etc/apache2/ssl/rt3.crt
 SSLCertificateKeyFile /etc/apache2/ssl/rt3.key

 ServerName rt3.example.com
 ServerAdmin u...@example.com

 DocumentRoot /opt/rt3/share/html
 # Pass through requests to display images
 Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/

 ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/

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Re: [rt-users] Custom field not mandatory in all queues

[Todd Chapman]

It would be easier to make two CFs with the same name. Make it mandatory in
one and apply it to 3 queues. The other gets applied to the fourth queue.

On Fri, Feb 6, 2009 at 4:30 PM, Laura Grella wrote:

>
> Thanks Kenn,
>
> It has been at least 6 months since I have done any scrip coding and was
> wondering if you had any sample code that would check the field and return
> 0
> when empty? I'd really appreciate it.
>
> Thanks,
> Laura
>
> Kenneth Crocker wrote:
> >
> > Laura,
> >
> >   I'm only on 3.6.4 so my comment may be out of date. I don't think
> > that's possible in configuration. If a CF is set up to be mandatory,
> > then whenever it is applied to a queue, those tickets will require an
> > entry. What you can do is remove the "Mandatory" setting and then write
> > a scrip for the queues you want it to be mandatory in and do a return 0
> > when checking it against the desired transactions and it is empty. Hope
> > this helps.
> >
> >
> > Kenn
> > LBNL
> >
> > On 2/6/2009 12:33 PM, Laura Grella wrote:
> >> Is there a way to make a custom field mandatory in 3 queues, but not
> >> mandatory in a 4th queue?
> >>
> >> Thanks,
> >> Laura
> >
> > ___
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> >
>
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Re: [rt-users] Custom field not mandatory in all queues

[Macnlos]

This is a code example where I'm checking to see if a CustomField  
called "Application" has a value in it.  If it doesn't then the  
cleanup code changes the status back to OPEN and  add a comment to the  
ticket stating it was missing a value.


The Custom Action code has to handle that an update may involve  
multiple transactions and you have to look at each transaction to if  
one of them is going to update that field.


Hope that helps,
CR

---
CONDITION:  On Resolve
---
ACTION: User Defined
---
STAGE: TransactionBatch
---
#CUSTOM ACTION PREPARATION
### See if there is a Transaction modifying Application field
my @batch= @{ $self->TicketObj->TransactionBatch };
foreach my $txn ( @batch ) {
  my $txnType = $txn->Type;
  my $txnDesc = $txn->Description;
  if ($txnType eq 'CustomField') {
if ($txnDesc =~ /^Application/) {
  return 0;  # There is a transaction updating Application so  
don't run

}
  }
}

### Get the Application value
my $CFV = $self->TicketObj->FirstCustomFieldValue('Application');

### Choose whether to run script
if ($CFV) {
  return 0;   # There is a value so don't execute scrip
}

if ($self->TicketObj->QueueObj->Name eq 'Server') {
   return 0;  # Skipping the Server queue
}
else {
  return 1;   # There isn't a value so execute scrip
}

return 0;
---
#CUSTOM ACTION CLEANUP
### Set ticket status to open
my ($status, $msg) = $self->TicketObj->SetStatus( 'open' );
unless( $status ) {
  $RT::Logger->error( "ERROR - NoApplication SCRIP: $msg" );
  return undef;
}

### Add a comment to the ticket
$self->TicketObj->Comment( Content => 'Missing Custom Field Value -  
Application! - Status has been changed to OPEN');


return 1;
---


On Feb 6, 2009, at 3:30 PM, Laura Grella wrote:



Thanks Kenn,

It has been at least 6 months since I have done any scrip coding and  
was
wondering if you had any sample code that would check the field and  
return 0

when empty? I'd really appreciate it.

Thanks,
Laura

Kenneth Crocker wrote:


Laura,

I'm only on 3.6.4 so my comment may be out of date. I don't think
that's possible in configuration. If a CF is set up to be mandatory,
then whenever it is applied to a queue, those tickets will require an
entry. What you can do is remove the "Mandatory" setting and then  
write
a scrip for the queues you want it to be mandatory in and do a  
return 0
when checking it against the desired transactions and it is empty.  
Hope

this helps.


Kenn
LBNL

On 2/6/2009 12:33 PM, Laura Grella wrote:

Is there a way to make a custom field mandatory in 3 queues, but not
mandatory in a 4th queue?

Thanks,
Laura


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Re: [rt-users] Custom field not mandatory in all queues

[Laura Grella]

Thanks Kenn,

It has been at least 6 months since I have done any scrip coding and was
wondering if you had any sample code that would check the field and return 0
when empty? I'd really appreciate it.

Thanks,
Laura

Kenneth Crocker wrote:
> 
> Laura,
> 
>   I'm only on 3.6.4 so my comment may be out of date. I don't think 
> that's possible in configuration. If a CF is set up to be mandatory, 
> then whenever it is applied to a queue, those tickets will require an 
> entry. What you can do is remove the "Mandatory" setting and then write 
> a scrip for the queues you want it to be mandatory in and do a return 0 
> when checking it against the desired transactions and it is empty. Hope 
> this helps.
> 
> 
> Kenn
> LBNL
> 
> On 2/6/2009 12:33 PM, Laura Grella wrote:
>> Is there a way to make a custom field mandatory in 3 queues, but not
>> mandatory in a 4th queue?
>> 
>> Thanks,
>> Laura
> 
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Re: [rt-users] Custom field not mandatory in all queues

[Kenneth Crocker]

Laura,

I'm only on 3.6.4 so my comment may be out of date. I don't think 
that's possible in configuration. If a CF is set up to be mandatory, 
then whenever it is applied to a queue, those tickets will require an 
entry. What you can do is remove the "Mandatory" setting and then write 
a scrip for the queues you want it to be mandatory in and do a return 0 
when checking it against the desired transactions and it is empty. Hope 
this helps.


Kenn
LBNL

On 2/6/2009 12:33 PM, Laura Grella wrote:
> Is there a way to make a custom field mandatory in 3 queues, but not
> mandatory in a 4th queue?
> 
> Thanks,
> Laura

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Re: [rt-users] Date issue with a Scrip

[Macnlos]

I'm been plugging away on this but no solution as of yet.  Any thoughts?
CR


On Feb 4, 2009, at 2:27 PM, Macnlos wrote:

> I've got two RT systems; 1 production and 1 development instance.
> Each night I do a mysqldump of production and move it to development
> so I can work the latest version and data.  Production is at 3.6.7 and
> Development is at 3.8.1 at the moment.
>
> I have a scrip that parses when a ticket is submitted and based on the
> date/time it will email a pager if it is off-hours.  The scrip is
> running fine in production and it's been in use for over a year.  But
> for some reason my development instance is tripping on the date/time
> checks.
>
> My thinking at this point is that the scrip is evaluating GMT rather
> than CST.  I tried an RT::Logger and the hour variable is showing up
> as 20 (8pm) when it's should be 14 (2pm).  This would confirm my
> suspicion about GMT.  So here is the question:
>
> Did something change from 3.6.7 to 3.8.1 that would account for Scrips
> being processed in GMT rather than the local timezone?
>
> CR
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[rt-users] Custom field not mandatory in all queues

[Laura Grella]

Is there a way to make a custom field mandatory in 3 queues, but not
mandatory in a 4th queue?

Thanks,
Laura
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[rt-users] Questions on installing CommandByEmail

[Kenneth Crocker]

To all,


I'm about to install the "CommandByEmail" extension and I am on 3.6.4. 
I have a couple questions:

1) Can I use the latest version with 3.6.4?
2) When I go to Tools->Offline I see what appears to be a form for 
creating a ticket. Is this the basic format to be used by those users 
that want to use "CommandByEmail" to create/modify ticket via Email?

I know these questions may seem trite, but I haven't had any experience 
installing this stuff. Most of my time has been using it and we did not 
set our RT session up to use this extension.

Thank you.

Kenn
LBNL

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Re: [rt-users] Group and Users CF Missing Tab (a bug or deliberate)

[Kenneth Crocker]

Raed,


Are talking about being able to navigate to Custom Fields from 
Configuration?

Kenn
LBNL

On 2/6/2009 9:03 AM, Raed El-Hames wrote:
> Hi;
> 
> I am running (still) version 3.6.2 and noticed a while ago that the 
> Tab(link) for custom fields is missing from both the Admin/Users and 
> Admin/Groups ?
> And added the link to appropriate Admin/Element/xTabs
> 
> Today I was browsing a 3.8 demo on 
> http://rt.easter-eggs.org/demos/stable , and noticed these links still 
> missing, so I am starting to wonder if these are left out for a reason ! 
> if there is a reason can I ask why?
> 
> Thanks;
> Roy
> 

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Re: [rt-users] selectowner right?

[Kenneth Crocker]

dtbsky,


I'm not sure if you can stop them from seeing the drop-down without a 
change to the basic RT code. However, you can "re-set" the owner to 
"Nobody" with a "on-create" scrip. That will at least "undo" what they 
did. Hope this helps.


Kenn
LBNL

On 2/6/2009 1:17 AM, d tbsky wrote:
> hi:
>i have a queue which has rights below for user-group:
> 
>CreateTicket
>SeeQueue
>ShowTicket
> 
>and there is admin-group which has all the rights for the queue.
> 
>when user creates a ticket, he can use the "owner" drop down list
> to see the admin-group users and assign owner. i don't want user-group
> to do this. can i prevent them seeing the "owner" list (or only see
> nobody in the list)? i hope user-group can only create ticket, not
> assign the owner. can this be done?
> 
>thanks for help!!
> 
> Regards,
> tbskyd
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Re: [rt-users] person "time off" or "offline" ability?

[Jesse Vincent]

On Fri, Feb 06, 2009 at 10:27:03AM -0800, Jo Rhett wrote:
> I haven't seen even a suggestion of this in the documentation, but I  
> figured I'd ask before assuming.  Is there any ability for a person to  
> become 'offline' for a bit?
> 
> Motive:  a person is set up to be a Watcher of dozens of tickets and/ 
> or queues.  Person goes on vacation and doesn't want all this e-mail.   
> Without going to find every queue and ticket they are watching, we'd  
> like to 'disable' e-mail to the person for a period of time.

Preferences -> Settings -> Email Delivery

> 
> Likewise we could use the same feature for NOC shift workers...
> 
> I don't much care about implementation.  Hours worked, disable status,  
> etc.  Just give me some function to do this ;-)  Better yet if the  
> person can do it for themselves.
> 
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
> 
> 
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[rt-users] person "time off" or "offline" ability?

[Jo Rhett]

I haven't seen even a suggestion of this in the documentation, but I  
figured I'd ask before assuming.  Is there any ability for a person to  
become 'offline' for a bit?

Motive:  a person is set up to be a Watcher of dozens of tickets and/ 
or queues.  Person goes on vacation and doesn't want all this e-mail.   
Without going to find every queue and ticket they are watching, we'd  
like to 'disable' e-mail to the person for a period of time.

Likewise we could use the same feature for NOC shift workers...

I don't much care about implementation.  Hours worked, disable status,  
etc.  Just give me some function to do this ;-)  Better yet if the  
person can do it for themselves.

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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Re: [rt-users] Prevent status change?

[Franzini, Gabriele [Nervianoms]]

Hello,
We are trying the approach of making a local SelectStatus element, so
that it filters which statuses to display in the dropdown box on the
basis of the current one:

[...]
%foreach my $status (@status) {
%next if ($SkipDeleted && $status eq 'deleted');

==> example conditions: 
%next if (($Default =~ /new/) && ($status ne 'new'));
%next if (($DefaultLabel =~ /new/) && ($status ne 'open' && $status ne
'stalled' && $status ne 'new'));
%next if (($DefaultLabel =~ /open/) && ($status ne 'stalled' && $status
ne 'resolved' && $status ne 'open'));
%next if (($DefaultLabel =~ /resolved/) && ($status ne 'open' && $status
ne 'archived' && $status ne 'resolved'));

[...]
><%loc($status)%>
% }
 
[...]

The current status would not be the only factor to determine possible
next ones, but at least we can prevent obvious errors, like going back
from 'open' to 'new'.
So far it seems to be working, 
HTH,

Gabriele Franzini 
ICT Applications Manager 
Nerviano Medical Sciences SRL 
PO Box 11 - Viale Pasteur 10 
20014 Nerviano Italy 
tel +39 0331581477 
fax +39 0331581456 

--

> Message: 1
> Date: Thu, 29 Jan 2009 18:29:43 +0100
> From: Yves-Alexis Perez 
> Subject: [rt-users] Prevent status change?
> To: RT-Users@lists.bestpractical.com
> Message-ID: <1233250184.13586.20.ca...@miria>
> Content-Type: text/plain; charset=UTF-8
> 
> Hi,
> 
> I would like to ask if it sounds possible to implement some kind of
basic 
> workflows in RT (3.8), especially preventing some status changes.
> 
> We are currently designing a hotline/helpdesk, and we need some people
not 
> to be able to change the status of some tickets. Because the workflow
we 
> want to implement say it's not possible to go from open to resolved 
> directly, or stuff like that.
> 
> Basically, I'd like to be able to configure RT and tell it which
transitions 
> are authorized and which ones aren't, but it doesn't seem possible
atm.
[...]
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[rt-users] Group and Users CF Missing Tab (a bug or deliberate)

[Raed El-Hames]

Hi;

I am running (still) version 3.6.2 and noticed a while ago that the 
Tab(link) for custom fields is missing from both the Admin/Users and 
Admin/Groups ?
And added the link to appropriate Admin/Element/xTabs

Today I was browsing a 3.8 demo on 
http://rt.easter-eggs.org/demos/stable , and noticed these links still 
missing, so I am starting to wonder if these are left out for a reason ! 
if there is a reason can I ask why?

Thanks;
Roy

-- 



 

 

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Re: [rt-users] RT full text indexing with PostgreSQL

[Kenneth Marshall]

On Fri, Feb 06, 2009 at 07:44:25AM -0600, Kenneth Marshall wrote:
> On Fri, Feb 06, 2009 at 11:01:31AM +0100, Rafael Martinez wrote:
> > Kenneth Marshall wrote:
> > > On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote:
> > >>> I just updated the PostgreSQLFullText pages on the wiki with
> > >>> the triggers to keep the parsed document columns updated whenever
> > >>> there is a change to the dependent columns.
> > >>>
> > 
> > Hello Kenneth
> > 
> > First of all thank you for this work. We have been waiting for this for
> > a long time but the work we thought had to be done with the RT-code has
> > stopped us to implement full text search.
> > 
> > After a close check of the wiki page:
> > http://wiki.bestpractical.com/view/PostgreSQLFullText 
> > 
> > I think that the patch of DBIx::SearchBuilder is not 100%
> > complete/correct. All lines has the '-' (minus) symbol. I suppose that
> > at least some of them should be '+' and not '-'?
> > 
> > This is a tiny patch, would not be an idea to implement this in RT-core
> > functionality, maybe with some config parameters that
> > activate/deactivate full text search (when using postgresql/oracle, etc)  .
> > 
> > regards
> > -- 
> >  Rafael Martinez, 
> >  Center for Information Technology Services
> >  University of Oslo, Norway
> > 
> >  PGP Public Key: http://folk.uio.no/rafael/
> > 
> 
> Rafael,
> 
> The diff I posted was to go from the FULLTEXT patch to the
> original one. I agree that it would make more sense to go the
> other way. I have updated the page. I do think that having it
> as an option in RT-core would be nice. I know for PostgreSQL
> versions 8.3 and higher, you can use the patch by default since
> FULLTEXT indexing comes with the database as a standard feature.
> PostgreSQL will simply convert the attachment field automatically
> using to_tsvector() on the fly so it will just work as is. Of
> course creating the needed index will greatly improve the performance.
> I do not know if OracleText has the same fallback in the absence of
> the FULLTEXT setup and index. I suspect that run-time tests for
> a configuration option would be needed.
> 
> Cheers,
> Ken

Sorry about this post. It applied to the version that did not
use an additional column to store the processed attachments/largecontent
not the one I posted.

Ken
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Re: [rt-users] RT full text indexing with PostgreSQL

[Kenneth Marshall]

On Fri, Feb 06, 2009 at 11:01:31AM +0100, Rafael Martinez wrote:
> Kenneth Marshall wrote:
> > On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote:
> >>> I just updated the PostgreSQLFullText pages on the wiki with
> >>> the triggers to keep the parsed document columns updated whenever
> >>> there is a change to the dependent columns.
> >>>
> 
> Hello Kenneth
> 
> First of all thank you for this work. We have been waiting for this for
> a long time but the work we thought had to be done with the RT-code has
> stopped us to implement full text search.
> 
> After a close check of the wiki page:
> http://wiki.bestpractical.com/view/PostgreSQLFullText 
> 
> I think that the patch of DBIx::SearchBuilder is not 100%
> complete/correct. All lines has the '-' (minus) symbol. I suppose that
> at least some of them should be '+' and not '-'?
> 
> This is a tiny patch, would not be an idea to implement this in RT-core
> functionality, maybe with some config parameters that
> activate/deactivate full text search (when using postgresql/oracle, etc)  .
> 
> regards
> -- 
>  Rafael Martinez, 
>  Center for Information Technology Services
>  University of Oslo, Norway
> 
>  PGP Public Key: http://folk.uio.no/rafael/
> 

Rafael,

The diff I posted was to go from the FULLTEXT patch to the
original one. I agree that it would make more sense to go the
other way. I have updated the page. I do think that having it
as an option in RT-core would be nice. I know for PostgreSQL
versions 8.3 and higher, you can use the patch by default since
FULLTEXT indexing comes with the database as a standard feature.
PostgreSQL will simply convert the attachment field automatically
using to_tsvector() on the fly so it will just work as is. Of
course creating the needed index will greatly improve the performance.
I do not know if OracleText has the same fallback in the absence of
the FULLTEXT setup and index. I suspect that run-time tests for
a configuration option would be needed.

Cheers,
Ken
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Re: [rt-users] FW: Quick Ticket Creation widget - how to remove it?

[Drew Barnes]

Rob Munsch wrote:
> On Thu, Feb 5, 2009 at 3:54 PM, Kenneth Crocker  wrote:
>   
>> Jim,
>>
>>I'mnot sure, but I think you have to remove that particular entry from
>> the ATTRIBUTES Table for each user that has selected the feature on
>> their home page (3.6+). Also, you need to remove it from the
>> RT_SiteConfig.pm file. I removed it from mine -
>> "Set($HomepageComponents, [qw(Quicksearch MySupportQueues MyReminders
>> RefreshHomepage)]);". Hope this helps.
>>
>>
>> Kenn
>> LBNL
>> 
This will work for anyone who has not customized they At A Glance yet, 
but I don't know of a way to remove it if someone has, since the layout 
is stored as a serialized hash in the database.  In a pinch I suppose 
you could remove that file, but that may stop their home page from 
loading...

D

-- 
Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

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[rt-users] View User - Dissallow tickets from being assisgned

[Bashir Jahed]

Hi All,

 

Is there a way in RT to disallow tickets from being assigned to a
specific user?

 

Bash

 



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Re: [rt-users] RT full text indexing with PostgreSQL

[Rafael Martinez]

Kenneth Marshall wrote:
> On Sun, Feb 01, 2009 at 09:41:42PM -0600, Kenneth Marshall wrote:
>>> I just updated the PostgreSQLFullText pages on the wiki with
>>> the triggers to keep the parsed document columns updated whenever
>>> there is a change to the dependent columns.
>>>

Hello Kenneth

First of all thank you for this work. We have been waiting for this for
a long time but the work we thought had to be done with the RT-code has
stopped us to implement full text search.

After a close check of the wiki page:
http://wiki.bestpractical.com/view/PostgreSQLFullText 

I think that the patch of DBIx::SearchBuilder is not 100%
complete/correct. All lines has the '-' (minus) symbol. I suppose that
at least some of them should be '+' and not '-'?

This is a tiny patch, would not be an idea to implement this in RT-core
functionality, maybe with some config parameters that
activate/deactivate full text search (when using postgresql/oracle, etc)  .

regards
-- 
 Rafael Martinez, 
 Center for Information Technology Services
 University of Oslo, Norway

 PGP Public Key: http://folk.uio.no/rafael/
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Re: [rt-users] RT Book : does it worth?

[Sven Sternberger]

Hello Andrea!

We bought the book, it is not the ultimative guide
to set up a working ticket infrastructure.
But it gives you some ideas how RT works, some
nice examples. And it costs 30 bucks, and if it saves
you 1 hour it is a good buy.

The difference between 3.6 and 3.8 are marginal
It is more or less only on the WebInterface (and you can
still configure 3.8 to look like 3.6).

But I think a really good book which gives you
an idea about how to set up ticket infrastructures
in complex and/or large environments would
be helpful

It should not only handle the technical part but also how
to organize your queues. For this kind of information I 
think I would spend more than 30 bucks. 

regards

sven

On Do, 2009-02-05 at 17:43 +0100, Rainer Duffner wrote:
> Ham MI-ID, Torsten Brumm schrieb:
> > Hi Andrea,
> >
> > i remember a threat like this some months ago and again: Yes, the book is 
> > still actual! There are many changes since 2005 but the core and most of 
> > the main features are working the same way.
> >
> > Torsten
> >  
> >   
> 
> 
> That said, maybe "somebody" finds the time to do a follow-up that
> O'Reilly can sell in the form of their PDF-only "short-cuts" for 10 USD.
> 
> But I guess Bestpractical makes more money by hosting trainings than
> through the sales of the book...
> 
> 
> 
> Rainer
> 
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[rt-users] selectowner right?

[d tbsky]

hi:
   i have a queue which has rights below for user-group:

   CreateTicket
   SeeQueue
   ShowTicket

   and there is admin-group which has all the rights for the queue.

   when user creates a ticket, he can use the "owner" drop down list
to see the admin-group users and assign owner. i don't want user-group
to do this. can i prevent them seeing the "owner" list (or only see
nobody in the list)? i hope user-group can only create ticket, not
assign the owner. can this be done?

   thanks for help!!

Regards,
tbskyd
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