Re: [rt-users] change updates from unprivileged user to a different transaction type?
On Feb 12, 2009, at 2:02 PM, Jesse Vincent wrote: We already have something for you, I think. RT::Transaction->IsInbounda =head2 IsInbound Returns true if the creator of the transaction is a requestor of the ticket. Returns false otherwise By "a requestor" I take it to mean "anyone other than a watcher or owner" ? How is (or where can I review) the logic for this? FYI, I assume you mean RT::Transaction->IsInbound or is there RT::Transaction->IsInboundb too? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ 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
Re: [rt-users] Approvals status open->resolved
Richard,
Richard Foley rfi.net> writes:
>
> Hi Chia-liang,
>
> Ok, so now I've got this:
>
> if ($passed) {
> $top->SetStatus( Status => 'resolved', Force => 1 );
> $self->RunScripAction('Notify Owner', 'Approval Ready for Owner',
> TicketObj => $top);
> }
the change seems to work for me. Here's the change to the test in
t/approval/basic.t that demostrates the original ticket got set to resolved upon
all approval passed:
http://fsck.com/~clkao/rt-approval-autoresolve.patch
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Re: [rt-users] Fwd: Retroactive scrip-ing
I speak it well enough to modify things, so far. I wouldn't call myself fluent, but i can more than copy-paste code. I'd love to see it. This system isn't in production yet, so i don't mind potential breakage trying to get something to work. Thanks! On Fri, Feb 13, 2009 at 6:18 PM, Gene LeDuc wrote: > If you speak perl, I'll be happy to send you a copy of a script we use that > would illustrate getting ticket info using the API. If you don't speak > perl, then I wouldn't recommend learning it with this script or this > project. > > At 02:17 PM 2/13/2009, Rob Munsch wrote: >> >> On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes >> wrote: >> >> > use the API to re-run those transactions >> >> I have to confess, after some time googling and looking over the wiki, >> that i cannot figure out how to do that :(. >> >> -- >> /chown -R us:us /yourbase > > > -- > Gene LeDuc, GSEC > Security Analyst > San Diego State University > -- /chown -R us:us /yourbase ___ 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
Re: [rt-users] Fwd: Retroactive scrip-ing
If you speak perl, I'll be happy to send you a copy of a script we use that would illustrate getting ticket info using the API. If you don't speak perl, then I wouldn't recommend learning it with this script or this project. At 02:17 PM 2/13/2009, Rob Munsch wrote: >On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes >wrote: > > > use the API to re-run those transactions > >I have to confess, after some time googling and looking over the wiki, >that i cannot figure out how to do that :(. > >-- >/chown -R us:us /yourbase -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] global default auto-refresh patch for 3.8.2
On Feb 13, 2009, at 6:10 PM, james machado wrote: > Letting the user change the value of the refresh for themselves is > not a bad thing but neither is having a non-zero default for the > entire installation. I very much would have liked to be able to set > a non-zero default for the page refresh for the installation, the > options I have seen and tried cause breakage of the system and > require each user to change the preference each time they login to > the system. I do agree that undocumented additions and variables > are bad but it would be very nice if both options were available. My point was that the installation default should continue to be 0 in order to be backwards compatible. If such a patch were to be produced, I would be happy to consider it for inclusion in a future 3.8 release. -kevin > > > > On Thu, Feb 12, 2009 at 12:27 PM, Kevin Falcone > wrote: > > 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 > ___ > 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
Re: [rt-users] global default auto-refresh patch for 3.8.2
Letting the user change the value of the refresh for themselves is not a bad thing but neither is having a non-zero default for the entire installation. I very much would have liked to be able to set a non-zero default for the page refresh for the installation, the options I have seen and tried cause breakage of the system and require each user to change the preference each time they login to the system. I do agree that undocumented additions and variables are bad but it would be very nice if both options were available. James On Thu, Feb 12, 2009 at 12:27 PM, Kevin Falcone wrote: > > 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 > ___ > 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
Re: [rt-users] Fwd: Retroactive scrip-ing
On Fri, Feb 13, 2009 at 1:48 PM, Drew Barnes wrote: > use the API to re-run those transactions I have to confess, after some time googling and looking over the wiki, that i cannot figure out how to do that :(. -- /chown -R us:us /yourbase ___ 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
Re: [rt-users] Create standard request forms with RT
On Fri, Feb 13, 2009 at 16:24, L B wrote: > I don't use custom fields because : > - I don't want users to log in the self service to create requests > - I don't want to create custom fields per queue (especially > mandatory ones) because the DNS queue can be used to request a new DNS > entry, but also to report DNS problems or ask anything related to DNS. > > We can use web pages, but it's more or less creating a kind of portal. > Do you have a technology/framework recommendation to do this ? Your reasons for "not using CFs" do not preclude them. As before, REST or commands by email. Simply make them optional in RT (not ideal), and use your front-end to require values as necessary. ___ 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
Re: [rt-users] Create standard request forms with RT
I don't use custom fields because : - I don't want users to log in the self service to create requests - I don't want to create custom fields per queue (especially mandatory ones) because the DNS queue can be used to request a new DNS entry, but also to report DNS problems or ask anything related to DNS. We can use web pages, but it's more or less creating a kind of portal. Do you have a technology/framework recommendation to do this ? Thanks! On Fri, Feb 13, 2009 at 7:52 PM, Jerrad Pierce wrote: > On Fri, Feb 13, 2009 at 13:39, Gene LeDuc wrote: >> We use web pages to do this. User goes to DNS request page, fills in form, >> php does some sanity-checking on the data, data gets formatted and mailed >> to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall > That's not the best way to go about this. Either use a customized self-service > interface, enable support for actions by email (so you can set custom fields), > or use the REST interface. The second option will take the least work with > your > system, but there are security considerations to consider. See the wiki. > > -- > Cambridge Energy Alliance: Save money. Save the planet. > -- L.B. ___ 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
Re: [rt-users] Sending multipart messages from templates
On Feb 13, 2009, at 2:29 PM, Andy Jones wrote:
> Hi, folks.
>
> I'm interested in making our correspondence from RT a little
> prettier-- that is, including some HTML. I've created a template that
> uses HTML successfully and the message appears to be working just
> fine.
>
> The problem I'm running into is that some folks in our office don't
> use email clients that display HTML. I'd like to send a multipart
> message, but I can't seem to get the configuration right-- if it's at
> all possible. Has anyone figured this out? I've combed through the
> archives, but I haven't found anything dealing with this particular
> issue.
RT 3.8.2 generates a multipart alternative email when you use
an html template. From Template_Overlay.pm's _DowngradeFromHTML
$orig_entity->make_multipart('alternative', Force => 1);
#make a plain text version of the original html templage in
$new_entity
$orig_entity->add_part($new_entity, 0); # plain comes before html
This played well with mutt and Mail.app
-kevin
>
>
> The template I'm working with has the following information at the
> beginning:
>
> Subject: Ticket [{$rtname} #{$Ticket->id}] has been stolen
> Content-Type: text/html
>
>
>
> When I try changing the Content-Type to multipart/alternative or
> multipart/mixed, RT simply fails to send the message.
>
> Any help would be greatly appreciated!
>
> Thanks,
> Andy
>
> Andy Jones
> User Support Manager
> 510.594.5016
> adjo...@cca.edu
>
>
>
>
>
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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] Sending multipart messages from templates
Hi, folks.
I'm interested in making our correspondence from RT a little
prettier-- that is, including some HTML. I've created a template that
uses HTML successfully and the message appears to be working just fine.
The problem I'm running into is that some folks in our office don't
use email clients that display HTML. I'd like to send a multipart
message, but I can't seem to get the configuration right-- if it's at
all possible. Has anyone figured this out? I've combed through the
archives, but I haven't found anything dealing with this particular
issue.
The template I'm working with has the following information at the
beginning:
Subject: Ticket [{$rtname} #{$Ticket->id}] has been stolen
Content-Type: text/html
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Re: [rt-users] Modifying Data Label in RT 3.8.1
On Fri, Feb 13, 2009 at 14:12, Chris Nelson wrote: > It REALLY didn't like that. I wasn't able to start apache with that file. I > had to delete the file to get it to start again. Any information from error logs to report? Did you not copy I18N/i_default.pm to local too? I did, and works fine for me. > (BTW, HUP isn't a known thing on my ubuntu box...) Even Ubuntu understands SIGHUP -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Modifying Data Label in RT 3.8.1
It REALLY didn't like that. I wasn't able to start apache with that file. I had to delete the file to get it to start again. (BTW, HUP isn't a known thing on my ubuntu box...) -Chris On Fri, Feb 13, 2009 at 1:48 PM, Jerrad Pierce < jpie...@cambridgeenergyalliance.org> wrote: > > to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2. > No > You don't need to restart, HUP/graceful/reload is good enough. > > > luck. Was I supposed to update the other file? Did I do something wrong? > > Hmm, it seems RT doesn't support local localizations, without creating > a RT/I18N_Local.pm file. I *think* you might be able to get away with just: > > cp /opt/rt3/local/lib/RT/I18N.pm /opt/rt3/local/lib/RT/I18N_Local.pm > > It seems like overkill, but I18N.pm uses the __FILE__ token to locate po > files. > -- > Cambridge Energy Alliance: Save money. Save the planet. > ___ 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
[rt-users] Page Cannot Be found after migrating from 3.6.1 to 3.8.2
Hi Everyone I just did a test migration from our existing 3.6.1 install to a 3.8.2 install following the process outlined here http://rt.bestpractical.com/view/MigrateToNewServer and in the UPGRADE.mysql and README files from the 3.8.2 package. After installing 3.8.2 on the new server I tested it as is created a couple tickets and whatnot and everything seemed to be working well I dropped the database and moved over my MySQL dump from the old server and ran through the migration and upgrade process from the sources I listed above. What I'm seeing now is that most users can't view their tickets. They get a The page you requested could not be found Please check the URL and try again. Error on the http://example.com/rt/Ticket/Display.html?id=123456 page They can however see all the tickets listed. Root appears to be able to see all the tickets so I suspect it may be a permissions issue but I don't really know where to start. Were any permissions added that are needed to view a ticket between 3.6.1 and 3.8.2? Thanks for your help all Liam ___ 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
Re: [rt-users] Create standard request forms with RT
On Fri, Feb 13, 2009 at 13:39, Gene LeDuc wrote: > We use web pages to do this. User goes to DNS request page, fills in form, > php does some sanity-checking on the data, data gets formatted and mailed > to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall That's not the best way to go about this. Either use a customized self-service interface, enable support for actions by email (so you can set custom fields), or use the REST interface. The second option will take the least work with your system, but there are security considerations to consider. See the wiki. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Fwd: Retroactive scrip-ing
Disable all scrips that send correspondence, go one step further and shut down your MTA (so that mail sent in will try again later), use the API to re-run those transactions, re-enable scrips, start the MTA back up. No emailings, no fuss. Jerrad Pierce wrote: >> If i follow this right, this will create a new set of tickets with >> what i want, but the originals will still remain as-is, yes? I >> suppose i could destroy the originals after i verify it worked. >> > Better to merge I should think, if you're going this route. > Especially since you're also going to be sending out lots of > requestor notifications, which could be potentially confusing > e.g; "It's already done, why are you bugging me again?" or > replying to an old message with the old ticket ID. > > -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ 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
Re: [rt-users] Modifying Data Label in RT 3.8.1
> to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2. No You don't need to restart, HUP/graceful/reload is good enough. > luck. Was I supposed to update the other file? Did I do something wrong? Hmm, it seems RT doesn't support local localizations, without creating a RT/I18N_Local.pm file. I *think* you might be able to get away with just: cp /opt/rt3/local/lib/RT/I18N.pm /opt/rt3/local/lib/RT/I18N_Local.pm It seems like overkill, but I18N.pm uses the __FILE__ token to locate po files. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Create standard request forms with RT
We use web pages to do this. User goes to DNS request page, fills in form, php does some sanity-checking on the data, data gets formatted and mailed to RT, RT creates ticket in DNS queue. Repeat for e-mail aliases, firewall rules, etc. Gene At 10:05 AM 2/13/2009, L B wrote: >Hello all, > > I use RT 3.8.2. People are creating tickets to request things, and >sometimes they forget some details. I would like to create a set of >"standard request forms", ideally somewhere in RT, that will create >tickets with a summary of the details. > >Exemple : request for an DNS entry will create a ticket in the DNS >queue, with me as an owner and with this content : > >FQDN: something.bestpractical.com >IP: 10.1.1.1 >TTL (optionnal): 3600 >Description: new website for something > > >For example. This is filled in by the user in a form, the ticket can >be created with the rt command line, command by email, or anything >else. > >I have more complex requests, for example a request for a new server, >that will create a ticket "new server", with childs such as "install >physically the server", "request an IP", "configure the DNS" etc... >And I'll consider the server "installed" when all the child will be >resolved. > >My problem is which tool can I use to create these forms ? Is there >something for this in RT or should I use something else ? > >-- >L.B. -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Modifying Data Label in RT 3.8.1
Hrm. I added: #: NOT FOUND IN SOURCE msgid "Time Estimated" msgstr "Billable Time" to the bottom of /opt/rt3/local/lib/RT/I18N/en.po and restarted apache2. No luck. Was I supposed to update the other file? Did I do something wrong? Thanks so much for your help... -Chris On Fri, Feb 13, 2009 at 1:19 PM, Jerrad Pierce < jpie...@cambridgeenergyalliance.org> wrote: > Specifically you want to add: > > msgid "Time Estimated" > msgstr "Time Billed" > > to your local localization file. > -- > Cambridge Energy Alliance: Save money. Save the planet. > ___ 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
Re: [rt-users] Create standard request forms with RT
It's not really clear what you need that custom fields don't satisfy. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Retroactive scrip-ing
In the latest RT rt-crontool can be used for this. It has transaction and transaction-type arguments that can be very helpful, for example you can apply an action on all corresponds in tickets matching some search query and/or condition. However, you must understand that if your action changes a ticket then dates will be updated what can be undesired. I think linear escalation action in RT can give you hints on silencing updates. On Fri, Feb 13, 2009 at 7:14 PM, Rob Munsch wrote: > I have queues, CFs, scrips and such set up more or less the way i want > them. For now. Until the department heads get back to me again. > > While configging things, i collected about 10k tickets into the > General queue in various stages of completeness. Other queues weren't > set up yet, CFs weren't being captured, etc. etc., so they remain in > General with empty CFs. > > What would be the least-painful way of running all 10k of them thru > the system as if they were being created, i.e. having all scrips apply > to them now that we would have wanted when they came it? > > Thanks, > Rob > > -- > /chown -R us:us /yourbase > ___ > 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 > -- Best regards, Ruslan. ___ 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
Re: [rt-users] Fwd: Retroactive scrip-ing
> If i follow this right, this will create a new set of tickets with > what i want, but the originals will still remain as-is, yes? I > suppose i could destroy the originals after i verify it worked. Better to merge I should think, if you're going this route. Especially since you're also going to be sending out lots of requestor notifications, which could be potentially confusing e.g; "It's already done, why are you bugging me again?" or replying to an old message with the old ticket ID. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Modifying Data Label in RT 3.8.1
Specifically you want to add: msgid "Time Estimated" msgstr "Time Billed" to your local localization file. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Modifying Quick Search in RT 3.8.1
Sweet. I was able to figure out that page no problem and after a quick restart of Apache2, staged now shows in the quick search. Interestingly, I had already added the line: Set(@ActiveStatus, qw(new open stalled staged)); to RT_SiteConfig.pm and it still isn't showing up in those queries... Any other thoughts on solving the second issue? -Chris On Fri, Feb 13, 2009 at 1:04 PM, Jerrad Pierce < jpie...@cambridgeenergyalliance.org> wrote: > > We want to add a column to the Quick Search on the RT at a Glance screen > for > > Staged. So, across the top of Quick Search you would see Queue New Open > > Stalled Staged. I have hunted and hunted and can't figure out how to do > > that. Is it possible? > You have to be root to edit the global queries for widgets on the front > page, > but Quicksearch appears to be special, and apparently requires tweaking > a local copy of share/html/Elements/Quicksearch; it's a simple file though. > > > Once you click on a queue, we want to ensure that tickets with a status > of > > staged show up in the list. > Add Staged to @ActiveStatus in RT_SiteConfig.pm > (copying from RT_Config.pm as necessary) > > -- > Cambridge Energy Alliance: Save money. Save the planet. > ___ 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
[rt-users] Create standard request forms with RT
Hello all, I use RT 3.8.2. People are creating tickets to request things, and sometimes they forget some details. I would like to create a set of "standard request forms", ideally somewhere in RT, that will create tickets with a summary of the details. Exemple : request for an DNS entry will create a ticket in the DNS queue, with me as an owner and with this content : FQDN: something.bestpractical.com IP: 10.1.1.1 TTL (optionnal): 3600 Description: new website for something For example. This is filled in by the user in a form, the ticket can be created with the rt command line, command by email, or anything else. I have more complex requests, for example a request for a new server, that will create a ticket "new server", with childs such as "install physically the server", "request an IP", "configure the DNS" etc... And I'll consider the server "installed" when all the child will be resolved. My problem is which tool can I use to create these forms ? Is there something for this in RT or should I use something else ? -- L.B. ___ 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
Re: [rt-users] Modifying Data Label in RT 3.8.1
On Fri, Feb 13, 2009 at 13:06, Chris Nelson wrote: > Sorry - I'm a total n00b here. Can you explain what that's doing exactly? I > can't quite follow what's happening. Looks like, you make a new dir, uh, yeah > copy some specific library file (language po file?) uh-huh >and then "emacs" the lib file (don't know what that does). It's a text editor. Use whatever you want to make the changes. Emacs happens to have some understanding of po files, that should prevent you from bungling things. ___ 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
[rt-users] Fwd: Retroactive scrip-ing
forgot to cc the list again :P itchy send finger, sorry Gene. On Fri, Feb 13, 2009 at 11:41 AM, Gene LeDuc wrote: > I think I'd write a perl script to read each ticket and then e-mail it back > to RT. Not very elegant and a significant bump in your mail server's > workload, but you know that they would all be treated as new tickets. This > should be a pretty trivial script to write using the API. Mail server's not working very hard right now, so that shouldn't be a problem. If i follow this right, this will create a new set of tickets with what i want, but the originals will still remain as-is, yes? I suppose i could destroy the originals after i verify it worked. Thanks, i'll take a poke at this. -- /chown -R us:us /yourbase ___ 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
Re: [rt-users] Modifying Data Label in RT 3.8.1
Sorry - I'm a total n00b here. Can you explain what that's doing exactly? I can't quite follow what's happening. Looks like, you make a new dir, copy some specific library file (language po file?) and then "emacs" the lib file (don't know what that does). Then, would you go edit the copied file and look for Time Estimated? Thanks in advance, sorry for the newbie questions... -Chris On Fri, Feb 13, 2009 at 12:56 PM, Jerrad Pierce < jpie...@cambridgeenergyalliance.org> wrote: > > Is it possible to change the Time Estimated data label to read Billable > Time > > in the interface? That would greatly help reduce confusion. > > Customize a local copy of your language's po file? e.g; > > mkdir -p /opt/rt3/local/lib/RT/I18N/ > cp /opt/rt3/lib/RT/I18N/en.po /opt/rt3/local/lib/RT/I18N/en.po > emacs /opt/rt3/local/lib/RT/I18N/en.po > > -- > Cambridge Energy Alliance: Save money. Save the planet. > ___ > 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
Re: [rt-users] Modifying Quick Search in RT 3.8.1
> We want to add a column to the Quick Search on the RT at a Glance screen for > Staged. So, across the top of Quick Search you would see Queue New Open > Stalled Staged. I have hunted and hunted and can't figure out how to do > that. Is it possible? You have to be root to edit the global queries for widgets on the front page, but Quicksearch appears to be special, and apparently requires tweaking a local copy of share/html/Elements/Quicksearch; it's a simple file though. > Once you click on a queue, we want to ensure that tickets with a status of > staged show up in the list. Add Staged to @ActiveStatus in RT_SiteConfig.pm (copying from RT_Config.pm as necessary) -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Modifying Data Label in RT 3.8.1
> Is it possible to change the Time Estimated data label to read Billable Time > in the interface? That would greatly help reduce confusion. Customize a local copy of your language's po file? e.g; mkdir -p /opt/rt3/local/lib/RT/I18N/ cp /opt/rt3/lib/RT/I18N/en.po /opt/rt3/local/lib/RT/I18N/en.po emacs /opt/rt3/local/lib/RT/I18N/en.po -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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
Re: [rt-users] Approvals status open->resolved
Hi Chia-liang,
Ok, so now I've got this:
if ($passed) {
$top->SetStatus( Status => 'resolved', Force => 1 );
$self->RunScripAction('Notify Owner', 'Approval Ready for Owner',
TicketObj => $top);
}
and nothing happens...
?-\
What I have is:
1. The original ticket status changed from "new" to "pending" via a Scrip.
2. The generated approval ticket has an automatic status of "open".
3. When I "Approve" the approval ticket, (which sets itself to "resolved"),
4. I want the original ticket to get a status of "resolved" also, but it does
nothing currently.
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Friday 13 February 2009 16:46:19 Chia-liang Kao wrote:
> Richard Foley rfi.net> writes:
>
> >
> > Hi all,
> >
> > I'm using RT 3.8.2 to set up approvals, and I'd like the approval process
to
> > set the ticket status to "resolved", instead of "open". I'm setting the
> > status to "pending" inbetween times, and I'd like to get to "resolved"
> > without RT ignoring me To which end I have fudged the code temporarily
> > like this:
>
> Do you mean the status of the ticket pending approval? the code you changed
is
> for setting the status for the approvals of next level to "open". If you
want
> to change the status of the "top" ticket, you want to do that in the "if
> ($passed)" section, and do SetStatus on $top.
>
>
> > # /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80:
> >
> > # $obj->SetStatus( Status => 'open', Force => 1 );
> > $obj->SetStatus( Status => 'resolved', Force => 1 );
> >
> > Only the ticket is still set to "open"!
> >
> > The target ticket is happily marked as "rejected" or "open", but I'm
unable to
> > get it to choose "resolved"... I've also tried this with local/ with no
more
> > luck - anyone have a better idea, please?
> >
>
>
>
>
> ___
> 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
[rt-users] Modifying Quick Search in RT 3.8.1
Greetings everyone! I have two questions for this post. *Basics:* I'm running RT 3.8.1 on Linux Ubuntu 8.04 Hardy, Apache 2.2.8, Perl 5.8.8, and MySQL 5.0.51a-3ubuntu5.1. We have added a custom status of "Staged" to indicate when a ticket is open, but pending some action by other departments (ie, it is staged and waiting on approval to be moved into production). I followed the instructions found in this forum for adding that custom status and it works great. *The Problems:* 1. We want to add a column to the Quick Search on the RT at a Glance screen for Staged. So, across the top of Quick Search you would see *Queue New Open **Stalled Staged*. I have hunted and hunted and can't figure out how to do that. Is it possible? 2. Once you click on a queue, we want to ensure that tickets with a status of *staged* show up in the list. Thanks in advance for your time and assistance! -Chris ___ 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
[rt-users] Modifying Data Label in RT 3.8.1
Greetings Everyone! My second question of the day (and hopefully my final). *Basics:* I'm running RT 3.8.1 on Linux Ubuntu 8.04 Hardy, Apache 2.2.8, Perl 5.8.8, and MySQL 5.0.51a-3ubuntu5.1. We want to be able to track the total time spent on a ticket *and* the time spent that we should bill to a client. As such, we developed our own internal process where we put the total time spent on a ticket in the Time Worked column and the time we plan to bill the client for (which is usually less than the total time) in the Time Estimated column. *The Problem: *Is it possible to change the Time Estimated data label to read *Billable Time* in the interface? That would greatly help reduce confusion. Thanks in advance! -Chris ___ 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
Re: [rt-users] Approvals in 3.8.2
On Fri, 2009-02-13 at 14:10 +, Chia-liang Kao wrote: > We are in the process of releasing a RT extension called WorkflowBuilder, > which > should make the use of the approval system of fewer hassles. Most notably you > can define multi-stage approvals without writing the template for the > CreateTickets action, and without modifying the scrips yourself. > Thanks Chia-liang! The WorkflowBuilder sounds like just the thing I've been needing to work on some flows I've been tasked with automating. I had even considered building a crude tool for my own use. John Alexson > ___ > 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
Re: [rt-users] Retroactive scrip-ing
I think I'd write a perl script to read each ticket and then e-mail it back to RT. Not very elegant and a significant bump in your mail server's workload, but you know that they would all be treated as new tickets. This should be a pretty trivial script to write using the API. Gene At 08:14 AM 2/13/2009, Rob Munsch wrote: >I have queues, CFs, scrips and such set up more or less the way i want >them. For now. Until the department heads get back to me again. > >While configging things, i collected about 10k tickets into the >General queue in various stages of completeness. Other queues weren't >set up yet, CFs weren't being captured, etc. etc., so they remain in >General with empty CFs. > >What would be the least-painful way of running all 10k of them thru >the system as if they were being created, i.e. having all scrips apply >to them now that we would have wanted when they came it? > >Thanks, >Rob > >-- >/chown -R us:us /yourbase >___ >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 -- Gene LeDuc, GSEC Security Analyst San Diego State University ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Retroactive scrip-ing
I have queues, CFs, scrips and such set up more or less the way i want them. For now. Until the department heads get back to me again. While configging things, i collected about 10k tickets into the General queue in various stages of completeness. Other queues weren't set up yet, CFs weren't being captured, etc. etc., so they remain in General with empty CFs. What would be the least-painful way of running all 10k of them thru the system as if they were being created, i.e. having all scrips apply to them now that we would have wanted when they came it? Thanks, Rob -- /chown -R us:us /yourbase ___ 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
Re: [rt-users] Approvals status open->resolved
Richard Foley rfi.net> writes: > > Hi all, > > I'm using RT 3.8.2 to set up approvals, and I'd like the approval process to > set the ticket status to "resolved", instead of "open". I'm setting the > status to "pending" inbetween times, and I'd like to get to "resolved" > without RT ignoring me To which end I have fudged the code temporarily > like this: Do you mean the status of the ticket pending approval? the code you changed is for setting the status for the approvals of next level to "open". If you want to change the status of the "top" ticket, you want to do that in the "if ($passed)" section, and do SetStatus on $top. > # /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80: > > # $obj->SetStatus( Status => 'open', Force => 1 ); > $obj->SetStatus( Status => 'resolved', Force => 1 ); > > Only the ticket is still set to "open"! > > The target ticket is happily marked as "rejected" or "open", but I'm unable > to > get it to choose "resolved"... I've also tried this with local/ with no more > luck - anyone have a better idea, please? > ___ 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
[rt-users] Issue with CCs getting emails onComment and Replies.
Version of RT 3.6-- I am having an issue with users reporting that sometimes (appears randomly) the CCs (individual emails added at the time of reply/comment) are not getting the emails. The people that are not getting the emails are either users with access to RT or just random email addresses. I have confirmed that the users that have access to RT do get CCs when they are included on the Reply or Comment. I am however not able to confirm the random email address requests that appear to also have the issue. If I try to reply to the ticket (not the owner) it appears to work. Suggestions? I checked the Scrips for onComment and onCorrespondence. Both state that it will notify the CCs. I also checked the templates, they are the standard ones that came with the RT 3.6 release. Recommendations other troubleshooting approaches to the issue? Thanks in Advance, -Mark Grob ___ 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
Re: [rt-users] Approvals in 3.8.2
John, John Alexson jajxn.net> writes: > I was a bit confused by the revamped approvals in 3.8.2 as well -- > especially the lack of scrips for the ___Approvals queue. It seems > these actions are now hardcoded into the system -- at least for the > default actions (I'm sure somebody can elaborate more and far better > than me on this) Yes, the logic for the approval workflow have been migrated to use the RT Rules system, which avoids maintaining non-trivial code in database column as in scrips. If you are using the original approval scrips, everything should be backward-compatible. > Here's how I got mine to work: > > - Enable the ___Approvals queue > - In your templates for your approval queues, ensure that you have > "Queue: ___Approvals" specified. > - Once the approval ticket got created in ___Approvals, everything > started falling into place. > > Most of the examples I had seen show using a custom queue here, but that > didn't seem to be necessary with 3.8.2. > > You probably understand this stuff already, but for benefit of other > confused semi-newbs like myself: > > I suppose my biggest stumbling block to figuring this out was my lack of > understanding of same of the basic concepts of the Approvals system in > general. The biggest one being that for every approval, there's actually > TWO tickets: The first being the normal ticket itself you want > approved. This is the one that gets created or moved into your > "Management Approvals" queue. The second is a semi-hidden specialized > ticket that gets put in the __Approvals queue (or possibly a queue you > created prior to 3.8.2). This is the ticket you see when clicking on > the Approvals link and has the Approve, Deny, Notes, etc. fields. Consider the Queue here being a specific workflow that requires approval, for example a Purchase Order queue. the ___Approvals queues and the tickets in it (which records the states of the approvals) should in fact be hidden. And you might have different sets of approval rules for different queues, for example, a PO queue and a Vacation Request queue. > Like most things, this seems obvious once you know it, but piecing it > together in the beginning can be a little tricky and frustrating. We are in the process of releasing a RT extension called WorkflowBuilder, which should make the use of the approval system of fewer hassles. Most notably you can define multi-stage approvals without writing the template for the CreateTickets action, and without modifying the scrips yourself. Cheers, CLK ___ 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
[rt-users] Approvals status open->resolved
Hi all, I'm using RT 3.8.2 to set up approvals, and I'd like the approval process to set the ticket status to "resolved", instead of "open". I'm setting the status to "pending" inbetween times, and I'd like to get to "resolved" without RT ignoring me :-) To which end I have fudged the code temporarily like this: # /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80: # $obj->SetStatus( Status => 'open', Force => 1 ); $obj->SetStatus( Status => 'resolved', Force => 1 ); Only the ticket is still set to "open"! The target ticket is happily marked as "rejected" or "open", but I'm unable to get it to choose "resolved"... I've also tried this with local/ with no more luck - anyone have a better idea, please? -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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
Re: [rt-users] Approvals in 3.8.2
On Fri, 2009-02-13 at 13:28 +, Alex Young wrote:
> Thanks for the info.
>
> The way I had hoped to use it was having a "Approval" button on the ticket
> screen, and when pressed it would send all the info to the create new
> ticket/depends on screen with "Management Approvals" This bit works. I
> thought I would need separate approval queues for different groups of people.
>
My knowledge of the approvals system is admittedly limited, but it
sounds feasible. Hopefully somebody more knowledgable can comment . . .
> So if I add Queue: ___Approvals to every template in the Management approvals
> queue, it should work correctly? They are just copies of the ones from the
> ___Approvals queue.
>
> So should I remove the scrips from the Management Approvals queue?
>
To clarify how my system is setup and works (under 3.8.2):
- I have a queue for every individual who can approve a ticket.
- Each one of those queues has exactly one template named "Create
Approval". This template looks almost identical to the examples seen in
the wiki and the RT Essentials book, except the Queue: is always
_Approvals
- Each queue has exactly two scrips: one that responds to the "On
Create" and the other that responds to the "On Queue Change" events.
(both using the Create Approval template)
- I have no other scrips or templates in the queues
- Other than some cosmetic changes, the templates and scrips in the
___Approvals are pretty much left untouched.
- When a ticket needs to be approved, it can either be created directly
in the approving users' queue, or an existing ticket can be moved there
from the Basics screen.
I'm sure some more complex mods can be setup, such as the one you're
making, but this seems to work pretty well for generic approvals.
Again, hopefully somebody more knowledgable than me can comment on this.
Good luck!
John Alexson
> Thanks,
> Alex
>
>
>
> -Original Message-
> From: John Alexson [mailto:jalex...@jajxn.net]
> Sent: 13 February 2009 12:02
> To: Alex Young
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Approvals in 3.8.2
>
> On Fri, 2009-02-13 at 10:46 +, Alex Young wrote:
> > I had the approval system working in 3.8.1, but for some reason it no
> > longer works in 3.8.2 as expected.
> >
> >
> >
> > If a new ticket is created in our approval queue “Management
> > Approvals” it sends out a normal ticket email, not the approval email.
> >
> >
>
> I was a bit confused by the revamped approvals in 3.8.2 as well --
> especially the lack of scrips for the ___Approvals queue. It seems
> these actions are now hardcoded into the system -- at least for the
> default actions (I'm sure somebody can elaborate more and far better
> than me on this)
>
> Here's how I got mine to work:
>
> - Enable the ___Approvals queue
> - In your templates for your approval queues, ensure that you have
> "Queue: ___Approvals" specified.
> - Once the approval ticket got created in ___Approvals, everything
> started falling into place.
>
> Most of the examples I had seen show using a custom queue here, but that
> didn't seem to be necessary with 3.8.2.
>
> You probably understand this stuff already, but for benefit of other
> confused semi-newbs like myself:
>
> I suppose my biggest stumbling block to figuring this out was my lack of
> understanding of same of the basic concepts of the Approvals system in
> general. The biggest one being that for every approval, there's actually
> TWO tickets: The first being the normal ticket itself you want
> approved. This is the one that gets created or moved into your
> "Management Approvals" queue. The second is a semi-hidden specialized
> ticket that gets put in the __Approvals queue (or possibly a queue you
> created prior to 3.8.2). This is the ticket you see when clicking on
> the Approvals link and has the Approve, Deny, Notes, etc. fields.
>
> Like most things, this seems obvious once you know it, but piecing it
> together in the beginning can be a little tricky and frustrating. :-)
>
> Good luck!
>
> John Alexson
>
> >
> > In the “Management Approvals” queue there is a scrip:
> >
> > When an approval ticket is created, notify the Owner and AdminCc of
> > the item awaiting their approval
> > $self->TicketObj->Type eq 'approval' and
> >
> > $self->TransactionObj->Field eq 'Status' and
> >
> > $self->TransactionObj->NewValue eq 'open' and
> >
> > eval { $T::Approving =
> > ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] }
> >
> >
> >
> > I had a look at the ___Approvals queue to see if it had changed, to
> > find no Scrips at all. There were some updated templates, which I
> > copied over to “Management Approvals”.
> >
> >
> >
> > I know a small change was listed in the change log for 3.8.2; has this
> > impacted my system?
> >
> >
> >
> > Anyone have a clue why the approvals don’t work as expected? I don’t
> > thin
Re: [rt-users] change updates from unprivileged user to a different transaction type?
On Thu 12.Feb'09 at 12:11:55 -0800, Jo Rhett wrote: >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? We already have something for you, I think. RT::Transaction->IsInbounda =head2 IsInbound Returns true if the creator of the transaction is a requestor of the ticket. Returns false otherwise =cut pgpRL3hETm4Sh.pgp Description: PGP signature ___ 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
Re: [rt-users] Approvals in 3.8.2
Thanks for the info.
The way I had hoped to use it was having a "Approval" button on the ticket
screen, and when pressed it would send all the info to the create new
ticket/depends on screen with "Management Approvals" This bit works. I thought
I would need separate approval queues for different groups of people.
So if I add Queue: ___Approvals to every template in the Management approvals
queue, it should work correctly? They are just copies of the ones from the
___Approvals queue.
So should I remove the scrips from the Management Approvals queue?
Thanks,
Alex
-Original Message-
From: John Alexson [mailto:jalex...@jajxn.net]
Sent: 13 February 2009 12:02
To: Alex Young
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Approvals in 3.8.2
On Fri, 2009-02-13 at 10:46 +, Alex Young wrote:
> I had the approval system working in 3.8.1, but for some reason it no
> longer works in 3.8.2 as expected.
>
>
>
> If a new ticket is created in our approval queue “Management
> Approvals” it sends out a normal ticket email, not the approval email.
>
>
I was a bit confused by the revamped approvals in 3.8.2 as well --
especially the lack of scrips for the ___Approvals queue. It seems
these actions are now hardcoded into the system -- at least for the
default actions (I'm sure somebody can elaborate more and far better
than me on this)
Here's how I got mine to work:
- Enable the ___Approvals queue
- In your templates for your approval queues, ensure that you have
"Queue: ___Approvals" specified.
- Once the approval ticket got created in ___Approvals, everything
started falling into place.
Most of the examples I had seen show using a custom queue here, but that
didn't seem to be necessary with 3.8.2.
You probably understand this stuff already, but for benefit of other
confused semi-newbs like myself:
I suppose my biggest stumbling block to figuring this out was my lack of
understanding of same of the basic concepts of the Approvals system in
general. The biggest one being that for every approval, there's actually
TWO tickets: The first being the normal ticket itself you want
approved. This is the one that gets created or moved into your
"Management Approvals" queue. The second is a semi-hidden specialized
ticket that gets put in the __Approvals queue (or possibly a queue you
created prior to 3.8.2). This is the ticket you see when clicking on
the Approvals link and has the Approve, Deny, Notes, etc. fields.
Like most things, this seems obvious once you know it, but piecing it
together in the beginning can be a little tricky and frustrating. :-)
Good luck!
John Alexson
>
> In the “Management Approvals” queue there is a scrip:
>
> When an approval ticket is created, notify the Owner and AdminCc of
> the item awaiting their approval
> $self->TicketObj->Type eq 'approval' and
>
> $self->TransactionObj->Field eq 'Status' and
>
> $self->TransactionObj->NewValue eq 'open' and
>
> eval { $T::Approving =
> ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] }
>
>
>
> I had a look at the ___Approvals queue to see if it had changed, to
> find no Scrips at all. There were some updated templates, which I
> copied over to “Management Approvals”.
>
>
>
> I know a small change was listed in the change log for 3.8.2; has this
> impacted my system?
>
>
>
> Anyone have a clue why the approvals don’t work as expected? I don’t
> think they are being marked as an Approval either, as they just show
> up as a normal ticket and not in the Approvals page.
>
>
> ___
> 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
Re: [rt-users] Approvals in 3.8.2
On Fri, 2009-02-13 at 10:46 +, Alex Young wrote:
> I had the approval system working in 3.8.1, but for some reason it no
> longer works in 3.8.2 as expected.
>
>
>
> If a new ticket is created in our approval queue “Management
> Approvals” it sends out a normal ticket email, not the approval email.
>
>
I was a bit confused by the revamped approvals in 3.8.2 as well --
especially the lack of scrips for the ___Approvals queue. It seems
these actions are now hardcoded into the system -- at least for the
default actions (I'm sure somebody can elaborate more and far better
than me on this)
Here's how I got mine to work:
- Enable the ___Approvals queue
- In your templates for your approval queues, ensure that you have
"Queue: ___Approvals" specified.
- Once the approval ticket got created in ___Approvals, everything
started falling into place.
Most of the examples I had seen show using a custom queue here, but that
didn't seem to be necessary with 3.8.2.
You probably understand this stuff already, but for benefit of other
confused semi-newbs like myself:
I suppose my biggest stumbling block to figuring this out was my lack of
understanding of same of the basic concepts of the Approvals system in
general. The biggest one being that for every approval, there's actually
TWO tickets: The first being the normal ticket itself you want
approved. This is the one that gets created or moved into your
"Management Approvals" queue. The second is a semi-hidden specialized
ticket that gets put in the __Approvals queue (or possibly a queue you
created prior to 3.8.2). This is the ticket you see when clicking on
the Approvals link and has the Approve, Deny, Notes, etc. fields.
Like most things, this seems obvious once you know it, but piecing it
together in the beginning can be a little tricky and frustrating. :-)
Good luck!
John Alexson
>
> In the “Management Approvals” queue there is a scrip:
>
> When an approval ticket is created, notify the Owner and AdminCc of
> the item awaiting their approval
> $self->TicketObj->Type eq 'approval' and
>
> $self->TransactionObj->Field eq 'Status' and
>
> $self->TransactionObj->NewValue eq 'open' and
>
> eval { $T::Approving =
> ($self->TicketObj->AllDependedOnBy( Type => 'ticket' ))[0] }
>
>
>
> I had a look at the ___Approvals queue to see if it had changed, to
> find no Scrips at all. There were some updated templates, which I
> copied over to “Management Approvals”.
>
>
>
> I know a small change was listed in the change log for 3.8.2; has this
> impacted my system?
>
>
>
> Anyone have a clue why the approvals don’t work as expected? I don’t
> think they are being marked as an Approval either, as they just show
> up as a normal ticket and not in the Approvals page.
>
>
> ___
> 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
[rt-users] Approvals in 3.8.2
I had the approval system working in 3.8.1, but for some reason it no
longer works in 3.8.2 as expected.
If a new ticket is created in our approval queue "Management Approvals"
it sends out a normal ticket email, not the approval email.
In the "Management Approvals" queue there is a scrip:
When an approval ticket is created, notify the Owner and AdminCc of the
item awaiting their approval
$self->TicketObj->Type eq 'approval' and
$self->TransactionObj->Field eq 'Status' and
$self->TransactionObj->NewValue eq 'open' and
eval { $T::Approving = ($self->TicketObj->AllDependedOnBy(
Type => 'ticket' ))[0] }
I had a look at the ___Approvals queue to see if it had changed, to find
no Scrips at all. There were some updated templates, which I copied over
to "Management Approvals".
I know a small change was listed in the change log for 3.8.2; has this
impacted my system?
Anyone have a clue why the approvals don't work as expected? I don't
think they are being marked as an Approval either, as they just show up
as a normal ticket and not in the Approvals page.
___
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
[rt-users] RT 3.8.1nb1 on NetBSD 4.0 problem with Out of memory! and FastCGI: incomplete headers (0 bytes) received from server
Hi there list! This is my first post, and I'm newbie with RT so excuse any trivial question. I have searched many sites and threads but cannot find solution for my problem so I'm writing it here. First of all - configuration: OS: NetBSD 4.0 CPUs: 2x "Intel(R) Xeon(TM) CPU 3.00GHz" RAM: 2 GB Soft: ap2-fastcgi-2.4.6 New, improved CGI-like interface module for Apache p5-FCGI-0.67nb3 Perl5 library for FastCGI, a fast startup alternative to CGI rt-3.8.1nb1 - Industrial-grade ticketing system fcgi-2.4.0nb1 FastCGI application development kit apache-2.0.63nb4Apache HTTP (Web) server, version 2 mysql-server-5.0.67nb1 MySQL 5, a free SQL database (server) Lots of perl modules which I belive are completly list of what RT need, becouse installed RT from pkgsrc. Now, after compiling and setup VirtualHost on Apache: # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp FastCgiServer /usr/pkg/bin/mason_handler.fcgi -idle-timeout 360 -processes 10 ServerName 10.1.0.5 # Pass through requests to display images Alias /NoAuth/images/ /usr/pkg/share/rt3/html/NoAuth/images/ AddHandler fastcgi-script .fcgi ScriptAlias / /usr/pkg/bin/mason_handler.fcgi/ I have propper login screen, I can login, but randomly when I click something get error 500 from apache. The logs show something like this: *** /var/log/httpd//error_log *** Out of memory! [Fri Feb 13 09:25:25 2009] [error] [client 10.1.0.85] FastCGI: incomplete headers (0 bytes) received from server "/usr/pkg/bin/mason_handler.fcgi" [Fri Feb 13 09:25:25 2009] [warn] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" (pid 1446) terminated by calling exit with status '1' [Fri Feb 13 09:25:25 2009] [warn] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" restarted (pid 21200) *** /var/log/httpd//access_log *** 10.1.0.85 - - [13/Feb/2009:09:25:25 +0100] "GET / HTTP/1.1" 500 699 This error remains, as long as I restart Firefox or any other browser. Then after going to http://10.1.0.5 got normal login page. And logs shows: *** /var/log/httpd//access_log *** 10.1.0.85 - - [13/Feb/2009:09:26:48 +0100] "GET / HTTP/1.1" 200 5074 10.1.0.85 - - [13/Feb/2009:09:26:56 +0100] "POST /index.html HTTP/1.1" 200 16810 *** /var/log/httpd//error_log *** [Fri Feb 13 09:26:56 2009] [error] [client 10.1.0.85] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" stderr: [Fri Feb 13 08:26:56 2009] [info]: Successful login for root from 10.1.0.85 (/usr/pkg/share/rt3/html/autohandler:273), referer: http://10.1.0.5/ *** /var/log//messages *** Feb 13 09:26:56 snort RT: Successful login for root from 10.1.0.85 (/usr/pkg/share/rt3/html/autohandler:273) So far, so good. But once again, when i chose some options on random time got this error from begin of the post. 100% to recreate error is when i chose "Take" for the ticket. Logs: *** /var/log/httpd//error_log *** [Fri Feb 13 09:29:34 2009] [error] [client 10.1.0.85] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" stderr: [Fri Feb 13 08:29:34 2009] [info]: #3/68 - Scrip 2 On Owner Change Notify Owner (/usr/pkg/lib/rt3/RT/Action/SendEmail.pm:302), referer: http://10.1.0.5/index.html [Fri Feb 13 09:29:34 2009] [error] [client 10.1.0.85] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" stderr: [Fri Feb 13 08:29:34 2009] [info]: No recipients found. Not sending. (/usr/pkg/lib/rt3/RT/Interface/Email.pm:338), referer: http://10.1.0.5/index.html Out of memory! [Fri Feb 13 09:29:34 2009] [error] [client 10.1.0.85] FastCGI: incomplete headers (0 bytes) received from server "/usr/pkg/bin/mason_handler.fcgi", referer: http://10.1.0.5/index.html [Fri Feb 13 09:29:34 2009] [warn] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" (pid 26744) terminated by calling exit with status '1' [Fri Feb 13 09:29:34 2009] [warn] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" restarted (pid 29552) *** /var/log//messages *** Feb 13 09:29:34 snort RT: #3/68 - Scrip 2 On Owner Change Notify Owner (/usr/pkg/lib/rt3/RT/Action/SendEmail.pm:302) Feb 13 09:29:34 snort RT: No recipients found. Not sending. (/usr/pkg/lib/rt3/RT/Interface/Email.pm:338) *** /var/log/httpd//access_log *** 10.1.0.85 - - [13/Feb/2009:09:29:34 +0100] "GET /Ticket/Display.html?Action=Take&id=3 HTTP/1.1" 302 - 10.1.0.85 - - [13/Feb/2009:09:29:34 +0100] "GET /Ticket/Display.html?id=3&results=8dabe01c05d7625caabbba62e464ae74 HTTP/1.1" 500 699 10.1.0.85 - - [13/Feb/2009:09:29:37 +0100] "GET /favicon.ico HTTP/1.1" 500 699 *** /var/log/httpd//error_log *** Out of memory! [Fri Feb 13 09:29:37 2009] [error] [client 10.1.0.85] FastCGI: incomplete headers (0 bytes) received from server "/usr/pkg/bin/mason_handler.fcgi" [Fri Feb 13 09:29:37 2009] [warn] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" (pid 5723) terminated by calling exit with status '1' [Fri Feb 13 09:29:39 2009] [warn] FastCGI: server "/usr/pkg/bin/mason_handler.fcgi" restarted (pid 9692) Yes, I know, there maybe some
