[rt-users] CommandByMail

[hanane ourdani]

Hi all,

*Since the Queue contains mandatory fields, if these fields are not filled
(fill in the e-mail or rather empty), the ticket will not be created. Is
there a way to notify the person who sends the mail that his application has
not been created?*

Thank you,
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[rt-users] Content broken on latest RTFM

[David Gubler]

Hi all

I'm trying to migrate from an old server to a fresh installation on a 
new server.

Old server:
Debian etch
Package request-tracker3.4 Version 3.4.5
Package rtfm   Version 2.0.3
MySQL 5.0

New Server:
Debian etch
Package request-tracker3.6 Version 3.6.1
RTFM installed from source Version 2.4.1
MySQL 5.0

Problem:
The articles have no content, and when I try to create a new article I 
cannot enter any content because I just see the title "Content" without 
any input fields (?!?). It all works fine on the old installation.

I have read the mailing list archives, where I found several posts 
regarding a similar problem (database not properly migrated). However, I 
think I did it correctly...

What I did:
- Run migration tool (sbin/migrate-2.0-to-2.1) on old (!) server, which 
seemed to work fine and did a bunch of stuff.
- Dump the RT database, import it on new server
- Install RT 3.6, run RT 3.6 database migration script 
(/usr/sbin/rt-setup-database-3.6 |--action init --dba root 
--prompt|-for-dba-password)
- Now RT 3.6 itself seems to work fine
- Download RTFM 2.4.1, install it over the debian package 
(/usr/local/share/request-tracker3.6/)
- Migrate the RTFM database as described in the RTFM manual 
(rt-setup-database --action schema/acl/insert for version 2.1.0, 2.1.30, 
2.2RC2)

Now I have the following tables:
+-+
| Tables_in_rtdb  |
+-+
| ACL |
| Attachments |
| Attributes  |
| CachedGroupMembers  |
| CustomFieldValues   |
| CustomFields|
| FM_ArticleCFValues  |
| FM_Articles |
| FM_ClassCustomFields|
| FM_Classes  |
| FM_CustomFieldValues|
| FM_CustomFields |
| FM_ObjectTopics |
| FM_Topics   |
| FM_Transactions |
| GroupMembers|
| Groups  |
| Links   |
| ObjectCustomFieldValues |
| ObjectCustomFields  |
| Principals  |
| Queues  |
| ScripActions|
| ScripConditions |
| Scrips  |
| Templates   |
| Tickets |
| Transactions|
| Users   |
| sessions|
+-+

which is two more FM_-tables than before the migration, so I guess it 
has worked.

I also tried:
RTFM-2.2.1
RTFM-2.0.1
installing request-tracker 3.6.7 from source instead of the debian package

All with the same result: No "Content" for articles and no "Content" 
input fields for new articles.

Any ideas?

Can I fix this, manually if necessary?

Thanks & best regards,

David Gubler
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Re: [rt-users] Content broken on latest RTFM

[David Gubler]

Hi Simon

Thanks for your response, it got me on the right path:

We have an RTFM class "FAQ" which has two custom fields. For some reason 
these got disabled during the migration, all I had to do is to 
reactivate them using the RT GUI and the root account.

Thanks again and best regards,

David Gubler

Simon Dray schrieb:
>
> David
>
>  
>
> I had a similar issue and got round it by adding in a custom field entry
>
>  
>
> Name Description Type Applies to Validation
>
>
> ▼
>
> Link values to
>
>  
>
> RT can make this custom field's values into hyperlinks to another 
> service. Fill in this field with a URL. RT will replace __id__ and 
> __CustomField__ with the record id and custom field value, respectively
>
> Include page
>
> RT can include content from another web service when showing this 
> custom field. Fill in this field with a URL. RT will replace __id__ 
> and __CustomField__ with the record id and custom field value, 
> respectively /Some browsers may only load content from the same domain 
> as your RT server./
>
>   Enabled (Unchecking this box disables this custom field)
>
>  
>
>  
>
>  
>
> This then appears as the fill in box for content
>
>  
>
> Regards Simon
>
>  
>
>  
>
> -Original Message-
> From: David Gubler [mailto:d...@doodle.com]
> Sent: 12 February 2009 11:19
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Content broken on latest RTFM
>
>  
>
> Hi all
>
>  
>
> I'm trying to migrate from an old server to a fresh installation on a
>
> new server.
>
>  
>
> Old server:
>
> Debian etch
>
> Package request-tracker3.4 Version 3.4.5
>
> Package rtfm   Version 2.0.3
>
> MySQL 5.0
>
>  
>
> New Server:
>
> Debian etch
>
> Package request-tracker3.6 Version 3.6.1
>
> RTFM installed from source Version 2.4.1
>
> MySQL 5.0
>
>  
>
> Problem:
>
> The articles have no content, and when I try to create a new article I
>
> cannot enter any content because I just see the title "Content" without
>
> any input fields (?!?). It all works fine on the old installation.
>
>  
>
> I have read the mailing list archives, where I found several posts
>
> regarding a similar problem (database not properly migrated). However, I
>
> think I did it correctly...
>
>  
>
> What I did:
>
> - Run migration tool (sbin/migrate-2.0-to-2.1) on old (!) server, which
>
> seemed to work fine and did a bunch of stuff.
>
> - Dump the RT database, import it on new server
>
> - Install RT 3.6, run RT 3.6 database migration script
>
> (/usr/sbin/rt-setup-database-3.6 |--action init --dba root
>
> --prompt|-for-dba-password)
>
> - Now RT 3.6 itself seems to work fine
>
> - Download RTFM 2.4.1, install it over the debian package
>
> (/usr/local/share/request-tracker3.6/)
>
> - Migrate the RTFM database as described in the RTFM manual
>
> (rt-setup-database --action schema/acl/insert for version 2.1.0, 2.1.30,
>
> 2.2RC2)
>
>  
>
> Now I have the following tables:
>
> +-+
>
> | Tables_in_rtdb  |
>
> +-+
>
> | ACL |
>
> | Attachments |
>
> | Attributes  |
>
> | CachedGroupMembers  |
>
> | CustomFieldValues   |
>
> | CustomFields|
>
> | FM_ArticleCFValues  |
>
> | FM_Articles |
>
> | FM_ClassCustomFields|
>
> | FM_Classes  |
>
> | FM_CustomFieldValues|
>
> | FM_CustomFields |
>
> | FM_ObjectTopics |
>
> | FM_Topics   |
>
> | FM_Transactions |
>
> | GroupMembers|
>
> | Groups  |
>
> | Links   |
>
> | ObjectCustomFieldValues |
>
> | ObjectCustomFields  |
>
> | Principals  |
>
> | Queues  |
>
> | ScripActions|
>
> | ScripConditions |
>
> | Scrips  |
>
> | Templates   |
>
> | Tickets |
>
> | Transactions|
>
> | Users   |
>
> | sessions|
>
> +-+
>
>  
>
> which is two more FM_-tables than before the migration, so I guess it
>
> has worked.
>
>  
>
> I also tried:
>
> RTFM-2.2.1
>
> RTFM-2.0.1
>
> installing request-tracker 3.6.7 from source instead of the debian package
>
>  
>
> All with the same result: No "Content" for articles and no "Content"
>
> input fields for new articles.
>
>  
>
> Any ideas?
>
>  
>
> Can I fix this, manually if necessary?
>
>  
>
> Thanks & best regards,
>
>  
>
> David Gubler
>
> ___
>
> 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: 

Re: [rt-users] tracking tickets which have been replied to?

[Sven Sternberger]

Hi!

On Mi, 2009-02-11 at 14:17 -0800, Jo Rhett wrote:
> Okay, this is so obvious of a requirement in a ticket system that I've  
> been spinning in circles assuming I'm overlooking something.  However,  
> I haven't found it, so could someone please clue me in how to do this?
I have exactly the same problem (which don't help you). I also
tried the stalled method, but in "production" it's not a good
solution. I thought about a search like "give me all tickets where last
transaction is not from owner or system" but I failed to put this in
TicketSql, maybe somebody on the listy has an idea.

or maybe configure a customfield (lastUpdateBy: owner,other), and then 
write a scrip which alter the customfield on every correspond, depending
if the sender is equal the owner or not.
Afterward you can define a simple search where lastUpdatedBy="other"
I think I will try this the next days

reagrds!

sven



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Re: [rt-users] Reminders still open after a ticket is closed

[Roedel, Mark]

That part of it looks OK to me.

 

I recently had a problem with a similarly-structured scrip that didn't
seem to be firing.  It turned out to be because I'd left the "Custom
Action Preparation Code" field blank.  When I put a "return 1;" into
that field, it started behaving as expected.

 

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: Jim Tambling [mailto:jim.tambl...@datatote.co.uk] 
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put in the
scrip;

 

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is correct.

 

Regards

 

-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

 

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards




Spam
 
Not spam
 
Forget previous vote
 

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[rt-users] User defined Condition: Autoclose

[Asif Iqbal]

How do I define a condition where requestor address is 'u...@example'
com? I will use this condition to close a ticket

In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
something like this

$self->TicketObj->status eq 'deleted';

and

my $email = $self->TicketObj->RequestorAddresses[0]

So can I have a user defined condition like this?

$self->TicketObj->RequestorAddresses eq 'u...@example.com' ?

Is that a valid syntax ?

-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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Re: [rt-users] User defined Condition: Autoclose

[Asif Iqbal]

On Thu, Feb 12, 2009 at 1:17 PM, Asif Iqbal  wrote:
> How do I define a condition where requestor address is 'u...@example'
> com? I will use this condition to close a ticket
>
> In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
> something like this
>
> $self->TicketObj->status eq 'deleted';
>
> and
>
> my $email = $self->TicketObj->RequestorAddresses[0]
>
> So can I have a user defined condition like this?
>
> $self->TicketObj->RequestorAddresses eq 'u...@example.com' ?
>
> Is that a valid syntax ?

I tried to setup like this thru web but it does not resolve the
ticket. What am I doing wrong?

Description: AutoClose
Condition: User Defined
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
$self->TicketObj->RequestorAddresses eq 'vad...@gmail.com';

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->SetStatus resolved;

I see it create a ticket but it does not autoclose it



>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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Re: [rt-users] Query to get watchers of Qs.

[Rana Tanveer]

Hi Torsten BrummThanks for your resopnse. but i need simple SQL query to get
watchers from RT Database.

my requirement is specific, because i am also creating monitoring script for
my RT Service.

Again i want to mention, i am using RT 3.8.1. could anyone have this query.

I read the stuff on wiki but no clue, below is only for Ticket Watchers.
http://wiki.bestpractical.com/view/GetWatcherInfoByTicket

My Requirement = i want simple query to get current watchers of all the
enable Queues.

Thanks and Regards.

Rana Tanveer

On Mon, Feb 9, 2009 at 5:00 PM, Torsten Brumm
wrote:

> Hi Rana,
>
> try this out:
> http://search.cpan.org/~elacour/RT-Extension-WatchedQueues-0.03/lib/RT/Extension/WatchedQueues.pm
>
> I think it is what you are looking for.
>
> Torsten
>
> 2009/2/8 Rana Tanveer 
>
>> Hi Everyone
>>
>> I am using RT 3.8.1 on Fedora 10.
>>
>> I need one query from you, i want to get watchers of Queues from RT
>> database to display at my site for management review.
>> can anyone help me out in this query ?
>>
>>
>> --
>> -
>>  Rana Tanveer
>> +923224194457
>> http://www.sysadminsline.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
>>
>
>
>
> --
> MFG
>
> Torsten Brumm
>
> http://www.torsten-brumm.de
>
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Re: [rt-users] User defined Condition: Autoclose

[Asif Iqbal]

On Thu, Feb 12, 2009 at 2:02 PM, Asif Iqbal  wrote:
> On Thu, Feb 12, 2009 at 1:17 PM, Asif Iqbal  wrote:
>> How do I define a condition where requestor address is 'u...@example'
>> com? I will use this condition to close a ticket
>>
>> In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
>> something like this
>>
>> $self->TicketObj->status eq 'deleted';
>>
>> and
>>
>> my $email = $self->TicketObj->RequestorAddresses[0]
>>
>> So can I have a user defined condition like this?
>>
>> $self->TicketObj->RequestorAddresses eq 'u...@example.com' ?
>>
>> Is that a valid syntax ?
>
> I tried to setup like this thru web but it does not resolve the
> ticket. What am I doing wrong?
>
> Description: AutoClose
> Condition: User Defined
> Action: User Defined
> Template: Global template: Autoreply
> Stage: TransactionCreate
>
> Custom condition:
>$self->TicketObj->RequestorAddresses eq 'vad...@gmail.com';
>
> Custom action preparation code:
>return 1;
>
> Custom action cleanup code:
>$self->TicketObj->SetStatus resolved;

It is working now. I found the fix in
http://wiki.bestpractical.com/view/ResolveTicket

>
> I see it create a ticket but it does not autoclose it
>
>
>
>>
>> --
>> Asif Iqbal
>> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
>> A: Because it messes up the order in which people normally read text.
>> Q: Why is top-posting such a bad thing?
>>
>
>
>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>



-- 
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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Re: [rt-users] User defined Condition: Autoclose

[Potla, Ashish Bassaliel]

Try this in the custom condition:

if ( $self->TicketObj->RequestorAddresses eq 'vad...@gmail.com') {
return 1;
} esle {
return 0;
}

-Ashish

From: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Asif Iqbal 
[vad...@gmail.com]
Sent: Friday, February 13, 2009 12:32 AM
To: rt-users Users; rt-de...@lists.bestpractical.com
Subject: Re: [rt-users] User defined Condition: Autoclose

On Thu, Feb 12, 2009 at 1:17 PM, Asif Iqbal  wrote:
> How do I define a condition where requestor address is 'u...@example'
> com? I will use this condition to close a ticket
>
> In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
> something like this
>
> $self->TicketObj->status eq 'deleted';
>
> and
>
> my $email = $self->TicketObj->RequestorAddresses[0]
>
> So can I have a user defined condition like this?
>
> $self->TicketObj->RequestorAddresses eq 'u...@example.com' ?
>
> Is that a valid syntax ?

I tried to setup like this thru web but it does not resolve the
ticket. What am I doing wrong?

Description: AutoClose
Condition: User Defined
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate

Custom condition:
$self->TicketObj->RequestorAddresses eq 'vad...@gmail.com';

Custom action preparation code:
return 1;

Custom action cleanup code:
$self->TicketObj->SetStatus resolved;

I see it create a ticket but it does not autoclose it



>
> --
> Asif Iqbal
> PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
>



--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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[rt-users] Link Relationships Missing: RT 363 to 380 or 382

[O'Leary, Paul]

Hello

 

I am trying to upgrade from 3.6.3 to 3.8 or 3.8.2. I initially tried
going to 380, using the a copy of the same database that 363 was using
in Oracle. I ran the database upgrade scripts fine, and was able to
connect to it fine and do just about everything. I say just about, as I
noticed that all the links and child/parent relationships are gone from
the tickets. I checked the messages file and noticed that I get this
entry for a bunch of tickets. The look like the entries in the links
table, so I am assuming they are related to my dilemma. Can anyone tell
me what has happened to my links. I'll include an entry from the links
table from my production system and one from my current 380 dev system
for comparison. 

 

Current PROD system (running 363) link table entry: (sorry for the
formatting...sqlplus output is too wide) - this still works, links show
in tickets.

 

 

ID

--

BASE





TARGET





TYPE LOCALTARGET  LOCALBASE LASTUPDATEDBY LASTUPDAT
CREATOR CREATED

 --- -- - -
-- -

 35201

fsck.com-rt://BreconRidge.com/ticket/136735

fsck.com-rt://BreconRidge.com/ticket/138005

MemberOf  138005 136735 93547 12-FEB-09
93547 12-FEB-09

 

 

Current DEV system running 382 (was 380):

 

ID

--

BASE





TARGET





TYPE LOCALTARGET  LOCALBASE LASTUPDATEDBY LASTUPDAT
CREATOR CREATED

 --- -- - -
-- -

 24760

fsck.com-rt://BreconRidge.com/ticket/133271

fsck.com-rt://BreconRidge.com/ticket/133270

MemberOf  133270 133271  3015 12-SEP-08
3015 12-SEP-08

 

ERROR from messages file on DEV system:

 

Feb 12 13:34:57 brerttest RT: Resolver RT::URI::fsck_com_rt could not
parse fsck.com-rt://BreconRidge.com/ticket/115007
(/usr/local/rt/bin/../lib/RT/URI.pm:147)

 

I haven't seen too much documentation or threads on this in my seaches.
There was one from 2005 that went unanswered. This is the only issue
stopping from roling up to 382 right now. Any help would be appreciated.

 

Cheers

 

Paul



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[rt-users] global default auto-refresh patch for 3.8.2

[Jo Rhett]

This patch is adapted from something Ian posted for 3.6.4 adapted for  
3.8.2.  Jesse, please consider adopting this for the mainline as it is  
a popular question and this patch allows the person to override the  
default.


--- html/autohandler_orig2009-02-12 11:31:49.0 -0800
+++ html/autohandler 2009-02-12 11:42:02.0 -0800
@@ -208,6 +208,13 @@
 if defined $new_user_info->{$attribute};
 }
 $session{'CurrentUser'}->Load($user);
+
+unless( $session{'home_refresh_interval'} ) {
+$session{'home_refresh_interval'} =  
$RT::HomeRefreshInterval;

+}
+unless( $session{'tickets_refresh_interval'} ) {
+$session{'tickets_refresh_interval'} =  
$RT::TicketsRefreshInterval;

+}
 }
 else {

@@ -273,6 +280,13 @@
 $m->abort;
 }
 $session{'CurrentUser'} = $user_obj;
+unless( $session{'home_refresh_interval'} ) {
+$session{'home_refresh_interval'} =  
$RT::HomeRefreshInterval;

+}
+unless( $session{'tickets_refresh_interval'} ) {
+$session{'tickets_refresh_interval'} =  
$RT::TicketsRefreshInterval;

+}
+
 $RT::Logger->info(
 "Successful login for $user from $ENV{'REMOTE_ADDR'}");
 $m->callback( %ARGS, CallbackName => 'SuccessfulLogin' );




--
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and other randomness



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Re: [rt-users] Convert Bugzilla to RT3

[Keith A McDermott]

Trying to bring this back since the list is a bit more active than the 
last time i asked...  :-)

Anyone have success importing bugzilla data into RT 3.8.x?  I have a 
script from the archives, but it's from a good three years ago and the 
original creator's company has been bought out by Sun.

Thanks

Keith McDermott
Desktop Support Specialist - PCN
Physics Department, Purdue University

Web:http://www.physics.purdue.edu/pcn
E-mail: kmcde...@purdue.edu
Phone:  (765)496-2202
Address:525 Northwestern Avenue
West Lafayette, IN 47907

Check out our new documentation at:
http://www.physics.purdue.edu/PCN/doc/wiki



Keith A McDermott wrote:
> I saw the post liked below on the list from a few years ago but was 
> wondering if this was still relevant for newer (3.8.1) builds of RT.  I 
> didn't want to go and mess up my database unless someone has used it or 
> knows of something else that may work better.
>
> http://www.gossamer-threads.com/lists/rt/users/53073
>
> I've got a bugzilla install that served as a ticketing system for the 
> last 5+ years and we're moving to Request Tracker now.
>
> Thanks,
> Keith
>
>   
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[rt-users] change updates from unprivileged user to a different transaction type?

[Jo Rhett]

Jesse, how would you feel about having an action which indicates an  
update not by a privileged user?


Ie, "Correspond" and Comments would be from privileged.
"Update" or "Response" (or any other name you like) would be an update  
from an unprivileged user.


This kind of change would make it easy to build Scrip actions around  
handling responses better.  Would you be interested in this?


On Feb 12, 2009, at 9:34 AM, Sven Sternberger wrote:

On Mi, 2009-02-11 at 14:17 -0800, Jo Rhett wrote:
Okay, this is so obvious of a requirement in a ticket system that  
I've
been spinning in circles assuming I'm overlooking something.   
However,
I haven't found it, so could someone please clue me in how to do  
this?

I have exactly the same problem (which don't help you). I also
tried the stalled method, but in "production" it's not a good
solution. I thought about a search like "give me all tickets where  
last

transaction is not from owner or system" but I failed to put this in
TicketSql, maybe somebody on the listy has an idea.

or maybe configure a customfield (lastUpdateBy: owner,other), and then
write a scrip which alter the customfield on every correspond,  
depending

if the sender is equal the owner or not.
Afterward you can define a simple search where lastUpdatedBy="other"
I think I will try this the next days

reagrds!

sven



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



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Re: [rt-users] global default auto-refresh patch for 3.8.2

[Kevin Falcone]

On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote:

> This patch is adapted from something Ian posted for 3.6.4 adapted  
> for 3.8.2.  Jesse, please consider adopting this for the mainline as  
> it is a popular question and this patch allows the person to  
> override the default.

Since 3.8 added user level preferences, this really looks like  
something which is
better handled as a user preference.   RT::Config has docs about  
adding items
to %META and marking them as user overridable.  It would also want some
changes and docs for RT_Config.pm because you could set a global default
(default would be 0)

-kevin

>
> --- html/autohandler_orig2009-02-12 11:31:49.0 -0800
> +++ html/autohandler 2009-02-12 11:42:02.0 -0800
> @@ -208,6 +208,13 @@
>  if defined $new_user_info->{$attribute};
>  }
>  $session{'CurrentUser'}->Load($user);
> +
> +unless( $session{'home_refresh_interval'} ) {
> +$session{'home_refresh_interval'} =  
> $RT::HomeRefreshInterval;
> +}
> +unless( $session{'tickets_refresh_interval'} ) {
> +$session{'tickets_refresh_interval'} =  
> $RT::TicketsRefreshInterval;
> +}
>  }
>  else {
>
> @@ -273,6 +280,13 @@
>  $m->abort;
>  }
>  $session{'CurrentUser'} = $user_obj;
> +unless( $session{'home_refresh_interval'} ) {
> +$session{'home_refresh_interval'} =  
> $RT::HomeRefreshInterval;
> +}
> +unless( $session{'tickets_refresh_interval'} ) {
> +$session{'tickets_refresh_interval'} =  
> $RT::TicketsRefreshInterval;
> +}
> +
>  $RT::Logger->info(
>  "Successful login for $user from $ENV{'REMOTE_ADDR'}");
>  $m->callback( %ARGS, CallbackName => 'SuccessfulLogin' );
>
>
>
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
>
>
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[rt-users] Asset shredder not working in 3.8.x

[Peter Boguszewski]

I posted twice to the code.google.com site but thought this would be a 
better forum to see if anyone is having the same issues that I am.


Background: we have been using RT and AT for a couple of years now and 
the shredder for tickets and assets worked until the update to 3.8.x.  I 
am currently at version 3.8.2.  Here are my two posts to the google code 
site:


I am running into issues adding the asset shredder plugin when running 
RT 3.8.1 with
AT 1.2.3.  I get errors just going to the Shredder page once I add the 
plugin files:


Error during compilation of
/opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin: Can't 
locate object

method "Type" via package "RT::Shredder::Plugin::Assets" at
/opt/rt3/bin/../lib/RT/Shredder/Plugin.pm line 141. Stack:
[/opt/rt3/bin/../lib/RT/Shredder/Plugin.pm:141]
[/opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin:72]
[/usr/share/perl5/HTML/Mason/Interp.pm:811]
[/usr/share/perl5/HTML/Mason/Interp.pm:441]
[/usr/share/perl5/HTML/Mason/Request.pm:1093]
[/usr/share/perl5/HTML/Mason/Request.pm:1026]
[/usr/share/perl5/HTML/Mason/Request.pm:1204]
[/opt/rt3/share/html/Admin/Tools/Shredder/index.html:65]
[/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59]
[/opt/rt3/share/html/Admin/autohandler:49] 
[/opt/rt3/share/html/autohandler:308]

AND

We just updated to RT 3.8.2 and tried this again.  I think I now know 
more relevant
information.  We do not use the normal built in Asset types.  We have 
modified them
to be specific to our Dell computers and have actually removed the built 
in types. Could this be our issue?  Could someone point me in the right 
direction to fix this?
I am a sys admin and have some coding knowledge (but definitely not a 
perl expert).

Thanks so much for any information!

Pete


Thanks for any help or direction,

Pete

--
_
Peter Boguszewski
Library Systems Administrator
UW Madison - Library Technology Group
pboguszew...@library.wisc.edu
608.262.4768


smime.p7s
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Re: [rt-users] global default auto-refresh patch for 3.8.2

[Jo Rhett]

On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote:

This patch is adapted from something Ian posted for 3.6.4 adapted
for 3.8.2.  Jesse, please consider adopting this for the mainline as
it is a popular question and this patch allows the person to
override the default.


On Feb 12, 2009, at 12:12 PM, Kevin Falcone wrote:

Since 3.8 added user level preferences, this really looks like
something which is
better handled as a user preference.   RT::Config has docs about
adding items
to %META and marking them as user overridable.  It would also want  
some
changes and docs for RT_Config.pm because you could set a global  
default

(default would be 0)


Are you saying that you guys will implement it that way for a later  
version? Or is this a request for a patch to implement these things?


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and other randomness



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Re: [rt-users] Asset shredder not working in 3.8.x

[Todd Chapman]

Peter,

I'm guessing the design of shredder has changed between it's days as an RT
3.4 extension and it's current status as a feature of RT 3.8. The asset
shredder hasn't been upgraded to handle any changes. Patches are welcome.

-Todd

On Thu, Feb 12, 2009 at 3:14 PM, Peter Boguszewski <
pboguszew...@library.wisc.edu> wrote:

>  I posted twice to the code.google.com site but thought this would be a
> better forum to see if anyone is having the same issues that I am.
>
> Background: we have been using RT and AT for a couple of years now and the
> shredder for tickets and assets worked until the update to 3.8.x.  I am
> currently at version 3.8.2.  Here are my two posts to the google code site:
>
> I am running into issues adding the asset shredder plugin when running RT
> 3.8.1 with
> AT 1.2.3.  I get errors just going to the Shredder page once I add the
> plugin files:
>
> Error during compilation of
> /opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin: Can't
> locate object
> method "Type" via package "RT::Shredder::Plugin::Assets" at
> */opt/rt3/bin/*../lib/RT/Shredder/Plugin.pm line 141. Stack:
> [*/opt/rt3/bin/*../lib/RT/Shredder/Plugin.pm:141]
> [/opt/rt3/share/html/Admin/Tools/Shredder/Elements/SelectPlugin:72]
> [/usr/share/perl5/HTML/Mason/Interp.pm:811]
> [/usr/share/perl5/HTML/Mason/Interp.pm:441]
> [/usr/share/perl5/HTML/Mason/Request.pm:1093]
> [/usr/share/perl5/HTML/Mason/Request.pm:1026]
> [/usr/share/perl5/HTML/Mason/Request.pm:1204]
> [/opt/rt3/share/html/Admin/Tools/Shredder/index.html:65]
> [/opt/rt3/share/html/Admin/Tools/Shredder/autohandler:59]
> [/opt/rt3/share/html/Admin/autohandler:49]
> [/opt/rt3/share/html/autohandler:308]
> AND
>
> We just updated to RT 3.8.2 and tried this again.  I think I now know more
> relevant
> information.  We do not use the normal built in Asset types.  We have
> modified them
> to be specific to our Dell computers and have actually removed the built in
> types. Could this be our issue?  Could someone point me in the right
> direction to fix this?
> I am a sys admin and have some coding knowledge (but definitely not a perl
> expert).
> Thanks so much for any information!
>
> Pete
>
>
> Thanks for any help or direction,
>
> Pete
>
> --
> _
> Peter Boguszewski
> Library Systems Administrator
> UW Madison - Library Technology Group
> pboguszew...@library.wisc.edu
> 608.262.4768
>
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Re: [rt-users] global default auto-refresh patch for 3.8.2

[Kevin Falcone]

On Feb 12, 2009, at 3:19 PM, Jo Rhett wrote:

>> On Feb 12, 2009, at 2:43 PM, Jo Rhett wrote:
>>> This patch is adapted from something Ian posted for 3.6.4 adapted
>>> for 3.8.2.  Jesse, please consider adopting this for the mainline as
>>> it is a popular question and this patch allows the person to
>>> override the default.
>
> On Feb 12, 2009, at 12:12 PM, Kevin Falcone wrote:
>> Since 3.8 added user level preferences, this really looks like
>> something which is
>> better handled as a user preference.   RT::Config has docs about
>> adding items
>> to %META and marking them as user overridable.  It would also want  
>> some
>> changes and docs for RT_Config.pm because you could set a global  
>> default
>> (default would be 0)
>
> Are you saying that you guys will implement it that way for a later  
> version? Or is this a request for a patch to implement these things?
>

That was a suggestion of how to make the patch better and more  
compatible with 3.8

I wouldn't apply any patch that adds two new Config variables without  
documenting
them and adding defaults to the shipped config file.

-kevin
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[rt-users] displaying query builder screen taking forever

[Gary Lon Brown]

We've been on RT 3.8.0 now since Nov. 2008. In the last couple of weeks,
whenever you try and go to the query builder screen, it causes mysqld to
take 100% of the cpu for several minutes before displaying the query
builder screen.

Any idea what could cause that all of a sudden? Some suspect entries in the
http logs when this happens include:

[11/Feb/2009:10:04:15 -0600] 162.94.28.110 SSLv3 RC4-MD5
"GET /RTFM/Article/Search.html?HideOptions=1&Summary%7E=blocking+lock
HTTP/1.1" 6210
[11/Feb/2009:12:22:54 -0600] 162.94.28.110 TLSv1 DHE-RSA-AES256-SHA
"GET /RTFM/Article/Search.html?HideOptions=1&Summary%7E=blocking HTTP/1.1"
6205

Why would just trying to display this screen cause anything of significance
to run against the database? We are on MySQL version 5.0.45.

Gary
__
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Internet Support Team Lead
Hallmark Cards, Inc.
2501 McGee, 5C-L04-4, MD#100
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only and/or Hallmark Cards, Inc. employees.  It may contain privileged,
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[rt-users] GIS Software

[Jerrad Pierce]

Options:

Free software: It looks like the free software I had in mind will
work. It's less sophisticated though,
and we may eventually run up against some limitations. Few people are
likely to be initially familiar
with it either, but that may or may not be a problem.

ESRI pay: $1,500 per licenses, although it might be a good idea to get
a slightly more advanced
(and expensive version) for at least one if two seats are purchased.

ESRI grant: $100 (or $200, it's a little vague) for the more advanced product.
http://www.esri.com/grant/index.html I have a request about whether
they'll accept state non-profit
status since the IRS has yet to process our applicaiton.

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[rt-users] Make non-custom field mandatory

[Brown, Matt A.]

Long time lurker, first time poster.

Does anyone know if there's a way to make the standard "Worked" field on
a ticket update a Mandatory field?  People are forgetting to enter their
time worked on certain projects, and it's making our project billing
process inaccurate.  I know this can be done with Custom Fields, but I
don't see anywhere in the Configuration section to make this field
mandatory for a particular queue.

Or is this only possible using Custom Templates and Custom Fields?

Thanks!

Matt
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Re: [rt-users] GIS Software

[Jerrad Pierce]

Apologies, somehow google apps mixed up the recipients of the multiple
drafts I was composing.

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Re: [rt-users] Make non-custom field mandatory

[Jerrad Pierce]

On Thu, Feb 12, 2009 at 15:52, Brown, Matt A.  wrote:
> Does anyone know if there's a way to make the standard "Worked" field on
> a ticket update a Mandatory field?  People are forgetting to enter their
> time worked on certain projects, and it's making our project billing
> process inaccurate.  I know this can be done with Custom Fields, but I
> don't see anywhere in the Configuration section to make this field
> mandatory for a particular queue.

I would look at modifying the table to make that column NOT NULL.
The question, then, is how elegantly RT will handle failed updates,
and whether you need to customize the interface to accommodate this.

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Re: [rt-users] Query to get watchers of Qs.

[Rana Tanveer]

Hi All again

I have write Below Query, and is working for me, posting here for community
review and sugessions.

SELECT DISTINCT
Queues.id AS Q_ID,
Groups.id AS R_Gr_ID,
Groups.Type As Gr_Type,
CachedGroupMembers.MemberId AS RoleMember_id,
Principals.PrincipalType AS PrincipalType,
Users.Name AS UserShortID
FROM
Queues,
Groups,
CachedGroupMembers,
Principals,
Users
WHERE
Queues.id = 5 ANDGroups.Domain = 'RT::Queue-Role' AND
Groups.Instance = Queues.id AND
CachedGroupMembers.GroupId = Groups.id AND
Principals.id = CachedGroupMembers.MemberId AND
Principals.Disabled = 0 AND
Principals.PrincipalType = 'user' AND
Users.id = Principals.id;

On Fri, Feb 13, 2009 at 12:05 AM, Rana Tanveer wrote:

> Hi Torsten BrummThanks for your resopnse. but i need simple SQL query to
> get watchers from RT Database.
>
> my requirement is specific, because i am also creating monitoring script
> for my RT Service.
>
> Again i want to mention, i am using RT 3.8.1. could anyone have this query.
>
> I read the stuff on wiki but no clue, below is only for Ticket Watchers.
> http://wiki.bestpractical.com/view/GetWatcherInfoByTicket
>
> My Requirement = i want simple query to get current watchers of all the
> enable Queues.
>
> Thanks and Regards.
>
> Rana Tanveer
>
>
> On Mon, Feb 9, 2009 at 5:00 PM, Torsten Brumm <
> torsten.br...@googlemail.com> wrote:
>
>> Hi Rana,
>>
>> try this out:
>> http://search.cpan.org/~elacour/RT-Extension-WatchedQueues-0.03/lib/RT/Extension/WatchedQueues.pm
>>
>> I think it is what you are looking for.
>>
>> Torsten
>>
>> 2009/2/8 Rana Tanveer 
>>
>>> Hi Everyone
>>>
>>> I am using RT 3.8.1 on Fedora 10.
>>>
>>> I need one query from you, i want to get watchers of Queues from RT
>>> database to display at my site for management review.
>>> can anyone help me out in this query ?
>>>
>>>
>>> --
>>> -
>>>  Rana Tanveer
>>> +923224194457
>>> http://www.sysadminsline.com
>>> -
>>>
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>>
>>
>>
>> --
>> MFG
>>
>> Torsten Brumm
>>
>> http://www.torsten-brumm.de
>>
>
>
>
>


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