Re: [rt-users] Approvals in 3.8.2 - availability?

[Richard Foley]

On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote:
> We are in the process of releasing a RT extension called WorkflowBuilder
>
Any sign of this anywhere any of the great unwashed can get it, it doesn't 
seem to be on the CPAN...?

-- 
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Ciao - shorter than aufwiedersehen

http://www.rfi.net/
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Re: [rt-users] Approvals status open->resolved RTx-WorkflowBuilder?

[Richard Foley]

Hi Chia-liang,

Ok, thanks for the reply and the patch to prove your point, even though this 
doesn't work for me.  I believe that the internal approval system is assuming 
certain things about the tickets its handling, such as that the approval will 
be created along with the initial ticket, instead of possibly on an arbitrary 
status change, thus the initial state of the original ticket will not be "new" 
at all, but possibly "pending", or "resolved", or whatever.  As soon as the 
expected sequence of statuses is disturbed, the approval flow appears to fail 
to work as expected.  I think this is going to catch a lot of people out.

Perhaps RTx-WorkflowBuilder will be a more generic solution?

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Saturday 14 February 2009 02:22:46 Chia-liang Kao wrote:
> 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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[rt-users] Help with permissions?

[George Beitis]

Hey everyone,
my problem has to do with setting permissions.

I have created a queue called IT support, and a group called Company
Employees.  The Employee group has the following rights on the group: create
ticket and show ticket.  These don't seem to be enough for a user in the
group employees to create a ticket as the queue name doesn't come up in the
create queue section of the screen or the quick create widget.  Am I doing
something wrong there?

George
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[rt-users] Ticket numbering issue

[hema1100]

Hi all
I'm using RT 3.8.2, It was working fine but these days it creates ticket in
odd numbers only (355, 357, 359)
when I try to search for tickets in even number message appear "Could not
load ticket 356".
can you help me to solve this issue, as it's wasting all even numbers.

thanks
regards
Ibrahim
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[rt-users] Plugins to Include in Main RT release

[Andrea Perotti]

Hi all,
I'd like to open a poll to list all the Plugins mostly used by RT
users. This, I suppose, should be useful to both rt users and rt
creators to deliver the best RT ever, by including features born outside
upstream but included and used by a lot of people.

Is it better maybe to have a wiki page for that?

Excluding handmade plugins, could be interesting to post the output of :

fgrep Plugins RT_SiteConfig.pm

this is mine :

#Set(@Plugins,(qw(Extension::QuickDelete)));
Set(@Plugins,(qw(RT::Extension::ResetPassword)));
Set(@Plugins,(qw(RT::Extension::MandatorySubject)));


feedback are welcome :D


cheers

-- 
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   Cutaway S.r.l.
   www.cutaway.it
   c/o Seat PagineGialle


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Re: [rt-users] RT Book : does it worth?

[Andrea Perotti]

Jesse Vincent ha scritto:
> It's just not very high on the priority list...and I'd rather see a new
> book covering RT4 than RT 3.8.  (http://wiki.bestpractical.com/view/RT4)

Yes definitely I'd love to see a "RT 4.0 - the definitive guide"
published. Could be fun too being a proofreader for that manual :)

@all
Thank you for you answers, it's glad to receive so many feedback from
the RT community


cheers

-- 
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   Cutaway S.r.l.
   www.cutaway.it
   c/o Seat PagineGialle


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Re: [rt-users] Plugins to Include in Main RT release

[Mike Peachey]

Andrea Perotti wrote:
> Hi all,
>   I'd like to open a poll to list all the Plugins mostly used by RT
> users. This, I suppose, should be useful to both rt users and rt
> creators to deliver the best RT ever, by including features born outside
> upstream but included and used by a lot of people.

I personally think this is a task being handled well by the
BestPractical team already. When a plugin comes to maturity and has a
proven wide user base it gets included into a release.

> Is it better maybe to have a wiki page for that?

There is already a triplet of wiki pages relating to
modifications/extensions/plugins.

> Excluding handmade plugins, could be interesting to post the output of :
> 
> fgrep Plugins RT_SiteConfig.pm
> 
> this is mine :
> 
> #Set(@Plugins,(qw(Extension::QuickDelete)));
> Set(@Plugins,(qw(RT::Extension::ResetPassword)));
> Set(@Plugins,(qw(RT::Extension::MandatorySubject)));

This is an invalid way to define extensions as each declaration will
override the previous. You should use, for example:

Set(@Plugins, qw(RT::Extension::ResetPassword
RT::Extension::MandatorySubject));

Then, adding QuickDelete would give:

Set(@Plugins, qw(RT::Extension::ResetPassword
RT::Extension::MandatorySubject RT::Extension::QuickDelete));

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Fax: +44 114 281 2951
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Re: [rt-users] Help with permissions?

[Franzini, Gabriele [Nervianoms]]

Hello George,
Try granting at the Global Group level, "SeeQueue" right to Company
Employees, or maybe straight to Privileged group - it may save work for
next queues...
HTH,
Gabriele Franzini 
ICT Applications Manager 
Nerviano Medical Sciences SRL 
PO Box 11 - Viale Pasteur 10 
20014 Nerviano Italy 


--

Message: 6
Date: Mon, 23 Feb 2009 12:36:41 +0200
From: George Beitis 
Subject: [rt-users] Help with permissions?
To: rt-users 
Message-ID:
<9be19c1c0902230236s461d290ag33ec0d09fbef7...@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Hey everyone,
my problem has to do with setting permissions.

I have created a queue called IT support, and a group called Company
Employees.  The Employee group has the following rights on the group:
create
ticket and show ticket.  These don't seem to be enough for a user in the
group employees to create a ticket as the queue name doesn't come up in
the
create queue section of the screen or the quick create widget.  Am I
doing
something wrong there?

George
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Re: [rt-users] Approvals in 3.8.2 ??? ->availability<- ???

[Richard Foley]

On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote:
> We are in the process of releasing a RT extension called WorkflowBuilder
>
Any sign of this anywhere?

I'm trying to avoid re-inventing the wheel here...

-- 
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Re: [rt-users] WebService for RT?

[Drew Taylor]

On Thu, Feb 19, 2009 at 4:45 PM, Jesse Vincent  wrote:
>
>
>
> On Thu 19.Feb'09 at 16:50:03 +0100, Stefan Hornburg wrote:
>> There is a REST interface and a corresponding Perl module (though that
>> might be a bit outdated with 3.8).
>
> I'm using RT::Client::REST against 3.8.2 just fine.

Including access to Custom Fields? IIRC the current RT::Client::REST
release doesn't handle the new 3.8 style naming convention yet.
Patches are in RT though...

Drew
-- 

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 Email: d...@drewtaylor.com  *  Site implementation & hosting
 Web  : www.drewtaylor.com   *  perl/mod_perl/DBI/mysql/postgres
 
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[rt-users] trend data on time spent/estimated

[Calvin Chiang]

Hi All,

I've been trying to find a good tool to get trends from my RT data on 
time spent etc. I've had a good look and cant find much,  but let me 
know if i've missed something really obvious.

I came across the RTx::Statistics package but couldnt see any movement 
on it in the last two years or so.

Then i found this awesome-looking RT Analyzer program 
(http://accelconf.web.cern.ch/accelconf/ica05/proceedings/pdf/O3_010.pdf) 
that was coded by some guys at a research institiution called cosyslabs. 
Have any of you seen this before or got it working before? I've emailed 
some of the guys listed in the paper but havent heard back from them yet.

Cheers,


-- 
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com


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Re: [rt-users] Approvals in 3.8.2 ??? ->availability<- ???

[George Beitis]

hmm that would be a great feature

On Mon, Feb 23, 2009 at 1:45 PM, Richard Foley wrote:

> On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote:
> > We are in the process of releasing a RT extension called WorkflowBuilder
> >
> Any sign of this anywhere?
>
> I'm trying to avoid re-inventing the wheel here...
>
> --
> Richard Foley
> Ciao - shorter than aufwiedersehen
>
> http://www.rfi.net/
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Re: [rt-users] Approvals in 3.8.2 ??? ->availability<- ???

[Chia-liang Kao]

It's currently at http://code.bestpractical.com/bps-public/RTx-WorkflowBuilder/ 
, documentation and release is on the way.




On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote:
We are in the process of releasing a RT extension called  
WorkflowBuilder



Any sign of this anywhere?

I'm trying to avoid re-inventing the wheel here...

--
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/


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Re: [rt-users] Approvals in 3.8.2 ??? ->availability<- ???

[Richard Foley]

On Monday 23 February 2009 14:07:37 Chia-liang Kao wrote:
> http://code.bestpractical.com/bps-public/RTx-WorkflowBuilder/, 
>
I approve when the test suite is larger than the code ;-)

Cheers Chia-liang!

I'll take a look and see if this helps us.  Any idea how long before a formal 
release is expected?

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[rt-users] Logging -> Completely separating RT from Apache default

[Mike Peachey]

I've missed something somewhere and I'm not sure where.. some logging is
still slipping through to my default Apache error_log.

RT_SiteConfig.pm:

Set($LogToSyslog,   '');
Set($LogToFile, 'info');
Set($LogDir,'/opt/rt3/var/log');
Set($LogToFileNamed ,   'rt.log');

Apache VHost Config File for RT:


ServerName rt.example.com
ServerAlias rt
DocumentRoot /opt/rt3/share/html

CustomLog /opt/rt3/var/log/apache-vhost-customlog common
ErrorLog /opt/rt3/var/log/apache-vhost-errorlog

..


Yet, the runtime [error] and [info] messages are going into
/var/log/httpd/error_log (default for apache).

e.g.:
[Mon Feb 23 12:54:09 2009] [error]: WebRT: No ticket specified
(/opt/rt3/share/html/Elements/Error:82)

and

[Mon Feb 23 13:08:12 2009] [info]:
 #111/26875 - Scrip
7 On Correspond Notify Other Recipients
(/opt/rt3/bin/../local/lib/RT/Action/SendEmail.pm:301)

What have I missed?
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[rt-users] Re quest Tracker 3.8.2 - Integration with Active Directory (Windows 2003)

[Mtabanez]

I have installed, RT 3.8.2, on a RHEL5, and i have had problems to integrate
RT with Active Directory. I hope that someone had a solution to my problem,
there is my configuration.

Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($rtname, 'somemachine.domain.pt');
Set($Organization, 'My organization');

Set($CorrespondAddress , 'someem...@domain.pt');
Set($CommentAddress , 'rt-comm...@localdomain.com');

Set($Timezone , 'US/Pacific'); # obviously choose what suits you

# THE DATABASE:

Set($DatabaseType, 'mysql'); # e.g. Pg or mysql

# These are the settings we used above when creating the RT database,
# you MUST set these to what you chose in the section above.

Set($DatabaseUser , 'rt_user');
Set($DatabasePassword , 'password');
Set($DatabaseName , 'rtdb');

# THE WEBSERVER:

Set($WebPath , "");
Set($WebBaseURL , "http://somemachine:80";);

1;

My RT-Authen-ExternalAuth, RT_SiteConfig.pm

Set($ExternalAuthPriority,  ['My_LDAP']);
Set($ExternalInfoPriority,  ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,1);
Set(ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLDAP','Other-DB']);
Set($ExternalSettings,  {
'My_LDAP'   =>  {   ## GENERIC SECTION
'type'  
   
=>  'ldap',
'auth'  
   
=> 1,
'info'  
   
=> 1,
'server'
   
=>  'server.domain.pt',
'user'  
   
=>  'CN=Exchange
User,OU=INSTITUCIONAIS,OU=User_APP,OU=xpto,DC=domain,DC=pt',
'pass'  
 
=>  'xx',
'base'  
   
=>  'dc=domain,dc=pt',
'filter'
   
=> '(objectClass=Person)',
'd_filter'  
   
=> '(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls'   
   
=>  0,
'ssl_version'   
   
=>  3,
'net_ldap_args' 
   
=> [ version => 3 ],
#'group'

=>  'IEP-DSI',
# What is the
attribute for the group object that determines membership?
#'group_attr'   

=>  'GROUP_ATTR',
'attr_match_list'   
   
=> ['Name',

   
'EmailAddress',

   
'RealName'

   
#'WorkPhone',

   
#'Address2'

   
],
# The mapping of RT
attributes on to LDAP attributes
'attr_map'  
   
=>  {   'Name' => 'sAMAccountName',

   
'EmailAddress' => 'mail',

   
'RealName' => 'cn'

   
}
}
}
);

1;

when I try to logon, i have these error on the logs.
server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Feb 23 10:39:07 2009]
[debug]: Autohandler called ExternalAuth. Response: (0, ExternalAuthPriority
not defined, please check your configuration file.)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26),
referer: http://somemachine/
[Mon Feb 23 10:39:07 2009] [error] [client 10.2.200.155] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Feb 23 10:39:07 2009]
[error]: FAILED LOGIN for lo...@domain.pt from 10.2.200.155
(/opt/rt3/share/html/autohandler:268), referer: http://somemachine/
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[rt-users] Bug with reply and /txt files in 3.8.2?

[Alex Young]

I think we have possibly found a bug in 3.8.2 on the ticket display. If
you do a reply and add a text file attachment it submits correctly and
shows the .txt file in-line with the ticket.

 

If I click Reply on that correspondence it doesn't include the message
body, it includes the .txt file contents with > at the start.

 

The response to the ticket requestor also doesn't include the .txt
attachment. Instead it includes a .htm attachment with the message body
in it.

 

I have also attached other attachments as well as a .txt file, and all
attachments work fine, with the exception of the .txt file. Again, it
transforms into a .htm attachment of the message body.

 

Does anyone else have this behaviour in 3.8.2?

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Re: [rt-users] Help with permissions?

[George Beitis]

Hey there,
Thanks for the reply!  Unfortunately that doesn't help as at the end of the
day i want users in the specific group to only have access to their own
tickets and see no other ticket.  And if possible to be able to see all
their requested tickets.  Does anyone else know how to achieve this?

Thanks
George

On Mon, Feb 23, 2009 at 1:06 PM, Franzini, Gabriele [Nervianoms] <
gabriele.franz...@nervianoms.com> wrote:

> Hello George,
> Try granting at the Global Group level, "SeeQueue" right to Company
> Employees, or maybe straight to Privileged group - it may save work for
> next queues...
> HTH,
> Gabriele Franzini
> ICT Applications Manager
> Nerviano Medical Sciences SRL
> PO Box 11 - Viale Pasteur 10
> 20014 Nerviano Italy
>
>
> --
>
> Message: 6
> Date: Mon, 23 Feb 2009 12:36:41 +0200
> From: George Beitis 
> Subject: [rt-users] Help with permissions?
> To: rt-users 
> Message-ID:
><9be19c1c0902230236s461d290ag33ec0d09fbef7...@mail.gmail.com>
> Content-Type: text/plain; charset="iso-8859-1"
>
> Hey everyone,
> my problem has to do with setting permissions.
>
> I have created a queue called IT support, and a group called Company
> Employees.  The Employee group has the following rights on the group:
> create
> ticket and show ticket.  These don't seem to be enough for a user in the
> group employees to create a ticket as the queue name doesn't come up in
> the
> create queue section of the screen or the quick create widget.  Am I
> doing
> something wrong there?
>
> George
> -- next part --
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Re: [rt-users] trend data on time spent/estimated

[Calvin Chiang]

thanks for that! i'll be trying the installation this week.
on the page it refers to "rt's regular statistics package" - is this 
RTx::Statistics? do you know if people are regularly using this with the 
later versions of RT?

Marouane HIMDI wrote:
> Have a look at Yarts http://www.bastian-friedrich.de/comp/yarts/ . it's
> developed in PHP, so easy to customise to meet your needs.
>
> Best regards 
>
>  
>
> Dr Marouane HIMDI
> Ingénieur R&D/R&D Engineer
>  
>
> KEREVAL
> 4, rue Hélène Boucher
> Z.A. Bellevue
> 35235 Thorigné Fouillard 
> Tel : +33 (0)2 23 20 36 64
> http://www.kereval.com
>  
> P Pensez à l'environnement : n'imprimez ce message et ses pièces jointes que
> si nécessaire !
> -Message d'origine-
> De : rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Calvin
> Chiang
> Envoyé : lundi 23 février 2009 13:07
> À : rt-users@lists.bestpractical.com
> Objet : [rt-users] trend data on time spent/estimated
>
> Hi All,
>
> I've been trying to find a good tool to get trends from my RT data on 
> time spent etc. I've had a good look and cant find much,  but let me 
> know if i've missed something really obvious.
>
> I came across the RTx::Statistics package but couldnt see any movement 
> on it in the last two years or so.
>
> Then i found this awesome-looking RT Analyzer program 
> (http://accelconf.web.cern.ch/accelconf/ica05/proceedings/pdf/O3_010.pdf) 
> that was coded by some guys at a research institiution called cosyslabs. 
> Have any of you seen this before or got it working before? I've emailed 
> some of the guys listed in the paper but havent heard back from them yet.
>
> Cheers,
>
>
>   

-- 
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com


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otherwise stated, any pricing information given in this message is indicative 
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Re: [rt-users] WebService for RT?

[Jesse Vincent]

> >
> > I'm using RT::Client::REST against 3.8.2 just fine.
> 
> Including access to Custom Fields? IIRC the current RT::Client::REST
> release doesn't handle the new 3.8 style naming convention yet.

Yep. I could believe that there might be issues with escaping and very
oddly named CFs, which, IIRC, was what we've fixed in recent RT but none that 
I've hit.
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Re: [rt-users] Help with permissions?

[Calvin Chiang]

Hi George,

I defaulted to granting a global right to the Everyone group to 
CreateTicket and ReplyToTicket on the relevant queue (in your case 
IT_Support). that should take care of your Company_Employees users 
needing to create tickets.


As for the Company_Employees group users being able to only see their 
own tickets. i saw a good suggestion on a post which was to do the 
following:
* don't grant the ShowTicket right to Company_Employees group on the 
IT_Support queue,

instead;
* grant the ShowTicket right to the Requestors group on the IT_support queue

that way, they'll only see their own tickets, even when they do a search.

George Beitis wrote:

Hey there,
Thanks for the reply!  Unfortunately that doesn't help as at the end 
of the day i want users in the specific group to only have access to 
their own tickets and see no other ticket.  And if possible to be able 
to see all their requested tickets.  Does anyone else know how to 
achieve this?


Thanks
George

On Mon, Feb 23, 2009 at 1:06 PM, Franzini, Gabriele [Nervianoms] 
> wrote:


Hello George,
Try granting at the Global Group level, "SeeQueue" right to Company
Employees, or maybe straight to Privileged group - it may save
work for
next queues...
HTH,
Gabriele Franzini
ICT Applications Manager
Nerviano Medical Sciences SRL
PO Box 11 - Viale Pasteur 10
20014 Nerviano Italy


--

Message: 6
Date: Mon, 23 Feb 2009 12:36:41 +0200
From: George Beitis mailto:george.bei...@googlemail.com>>
Subject: [rt-users] Help with permissions?
To: rt-users mailto:rt-users@lists.bestpractical.com>>
Message-ID:
 
 <9be19c1c0902230236s461d290ag33ec0d09fbef7...@mail.gmail.com

>
Content-Type: text/plain; charset="iso-8859-1"

Hey everyone,
my problem has to do with setting permissions.

I have created a queue called IT support, and a group called Company
Employees.  The Employee group has the following rights on the group:
create
ticket and show ticket.  These don't seem to be enough for a user
in the
group employees to create a ticket as the queue name doesn't come
up in
the
create queue section of the screen or the quick create widget.  Am I
doing
something wrong there?

George
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--
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com



__
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Re: [rt-users] trend data on time spent/estimated

[Marouane HIMDI]

There is no relation between this tool and RTx::Statistics.
I already installed it with RT 3.8.1 without any problem



Dr Marouane HIMDI
Ingénieur R&D/R&D Engineer
 

KEREVAL
4, rue Hélène Boucher
Z.A. Bellevue
35235 Thorigné Fouillard 
Tel : +33 (0)2 23 20 36 64
http://www.kereval.com
 
P Pensez à l'environnement : n'imprimez ce message et ses pièces jointes que
si nécessaire !

-Message d'origine-
De : Calvin Chiang [mailto:cal...@utilyx.com] 
Envoyé : lundi 23 février 2009 15:42
À : marouane.hi...@kereval.com
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] trend data on time spent/estimated

thanks for that! i'll be trying the installation this week.
on the page it refers to "rt's regular statistics package" - is this 
RTx::Statistics? do you know if people are regularly using this with the 
later versions of RT?

Marouane HIMDI wrote:
> Have a look at Yarts http://www.bastian-friedrich.de/comp/yarts/ . it's
> developed in PHP, so easy to customise to meet your needs.
>
> Best regards 
>
>  
>
> Dr Marouane HIMDI
> Ingénieur R&D/R&D Engineer
>  
>
> KEREVAL
> 4, rue Hélène Boucher
> Z.A. Bellevue
> 35235 Thorigné Fouillard 
> Tel : +33 (0)2 23 20 36 64
> http://www.kereval.com
>  
> P Pensez à l'environnement : n'imprimez ce message et ses pièces jointes
que
> si nécessaire !
> -Message d'origine-
> De : rt-users-boun...@lists.bestpractical.com
> [mailto:rt-users-boun...@lists.bestpractical.com] De la part de Calvin
> Chiang
> Envoyé : lundi 23 février 2009 13:07
> À : rt-users@lists.bestpractical.com
> Objet : [rt-users] trend data on time spent/estimated
>
> Hi All,
>
> I've been trying to find a good tool to get trends from my RT data on 
> time spent etc. I've had a good look and cant find much,  but let me 
> know if i've missed something really obvious.
>
> I came across the RTx::Statistics package but couldnt see any movement 
> on it in the last two years or so.
>
> Then i found this awesome-looking RT Analyzer program 
> (http://accelconf.web.cern.ch/accelconf/ica05/proceedings/pdf/O3_010.pdf) 
> that was coded by some guys at a research institiution called cosyslabs. 
> Have any of you seen this before or got it working before? I've emailed 
> some of the guys listed in the paper but havent heard back from them yet.
>
> Cheers,
>
>
>   

-- 
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com


__
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confidential and is the property of Utilyx. It is intended only for the
person to whom it is addressed. No confidentiality or privilege is waived or
lost by any mistransmission. Any views or opinions expressed in this message
are solely those of the author and do not necessarily represent those of
Utilyx. Unless otherwise stated, any pricing information given in this
message is indicative only and does not constitute an offer to deal at any
price quoted. If you are not the intended recipient, you are not authorized
to read, print, retain, copy, disseminate, distribute or use this message or
any part thereof. If you receive this message in error, please notify the
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Re: [rt-users] Re quest Tracker 3.8.2 - Integration with Active Directory (Windows 2003)

[Mike Peachey]

Mtabanez wrote:
> I have installed, RT 3.8.2, on a RHEL5, and i have had problems to integrate
> RT with Active Directory. I hope that someone had a solution to my problem,
> there is my configuration.

The example RT_SiteConfig.pm provided with ExternalAuth is not where you
define the settings, it is just an example of the settings. You need to
put them in your normal RT_SiteConfig.pm file.

Copy & Paste will do.

Read the README.
-- 
Kind Regards,

__

Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
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Re: [rt-users] trend data on time spent/estimated

[Marouane HIMDI]

Have a look at Yarts http://www.bastian-friedrich.de/comp/yarts/ . it's
developed in PHP, so easy to customise to meet your needs.

Best regards 

 

Dr Marouane HIMDI
Ingénieur R&D/R&D Engineer
 

KEREVAL
4, rue Hélène Boucher
Z.A. Bellevue
35235 Thorigné Fouillard 
Tel : +33 (0)2 23 20 36 64
http://www.kereval.com
 
P Pensez à l'environnement : n'imprimez ce message et ses pièces jointes que
si nécessaire !
-Message d'origine-
De : rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] De la part de Calvin
Chiang
Envoyé : lundi 23 février 2009 13:07
À : rt-users@lists.bestpractical.com
Objet : [rt-users] trend data on time spent/estimated

Hi All,

I've been trying to find a good tool to get trends from my RT data on 
time spent etc. I've had a good look and cant find much,  but let me 
know if i've missed something really obvious.

I came across the RTx::Statistics package but couldnt see any movement 
on it in the last two years or so.

Then i found this awesome-looking RT Analyzer program 
(http://accelconf.web.cern.ch/accelconf/ica05/proceedings/pdf/O3_010.pdf) 
that was coded by some guys at a research institiution called cosyslabs. 
Have any of you seen this before or got it working before? I've emailed 
some of the guys listed in the paper but havent heard back from them yet.

Cheers,


-- 
Calvin Chiang
Network Admin
Utilyx
1st Floor, 55 North Wharf Road
Paddington
London, W2 1LA
Tel: 020 7087 8673
www.utilyx.com


__
"Utilyx" is the trading name of "Utilyx Limited" and "Utilyx Risk Management
Limited" (URML). URML is authorised and regulated by the Financial Services
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confidential and is the property of Utilyx. It is intended only for the
person to whom it is addressed. No confidentiality or privilege is waived or
lost by any mistransmission. Any views or opinions expressed in this message
are solely those of the author and do not necessarily represent those of
Utilyx. Unless otherwise stated, any pricing information given in this
message is indicative only and does not constitute an offer to deal at any
price quoted. If you are not the intended recipient, you are not authorized
to read, print, retain, copy, disseminate, distribute or use this message or
any part thereof. If you receive this message in error, please notify the
sender immediately and delete all copies of this message.
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Re: [rt-users] Help with permissions?

[Stephen Turner]

On Mon, 23 Feb 2009 05:36:41 -0500, George Beitis  
 wrote:

> Hey everyone,
> my problem has to do with setting permissions.
>
> I have created a queue called IT support, and a group called Company
> Employees.  The Employee group has the following rights on the group:  
> create
> ticket and show ticket.  These don't seem to be enough for a user in the
> group employees to create a ticket as the queue name doesn't come up in  
> the
> create queue section of the screen or the quick create widget.  Am I  
> doing
> something wrong there?
>
> George

I think you may also need to grant SeeQueue on the queue to the group.

Steve

-- 
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T
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Re: [rt-users] Bug with reply and /txt files in 3.8.2?

[Alex Young]

Some further info:

 

This only happens when the WYSIWYG editor is enabled. If its disabled it
send the .txt attachment correctly.

 

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex
Young
Sent: 23 February 2009 14:33
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Bug with reply and /txt files in 3.8.2?

 

I think we have possibly found a bug in 3.8.2 on the ticket display. If
you do a reply and add a text file attachment it submits correctly and
shows the .txt file in-line with the ticket.

 

If I click Reply on that correspondence it doesn't include the message
body, it includes the .txt file contents with > at the start.

 

The response to the ticket requestor also doesn't include the .txt
attachment. Instead it includes a .htm attachment with the message body
in it.

 

I have also attached other attachments as well as a .txt file, and all
attachments work fine, with the exception of the .txt file. Again, it
transforms into a .htm attachment of the message body.

 

Does anyone else have this behaviour in 3.8.2?

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Re: [rt-users] Plugins to Include in Main RT release

[Rob Munsch]

On Mon, Feb 23, 2009 at 6:14 AM, Mike Peachey  wrote:

> This is an invalid way to define extensions as each declaration will
> override the previous. You should use, for example:

This is one of the things that tripped me up when i first tried to get
ExternalAuth working.  I looking around the wiki and didn't see a
better place for it, so i've updated

http://wiki.bestpractical.com/view/SiteConfig

with nearly exactly Mike's words and example, if that's OK with him.

-- 
/chown -R us:us /yourbase
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[rt-users] Configuring RT for customer logins

[Joel Schuweiler]

I'm running into road blocks here, wondering if anyone can provide what they 
did. I want uses to be able to log into RT and view their tickets, create 
tickets, and reply to their tickets from the web.

In order to view a ticket a user has created it seems like I must grant 
"ShowTicket" but the second I do this the user can now see all unowned tickets?

I'm using rt 3.8.0. Is there a way to adjust the main landing page to hide all 
the boxes by default except certain ones? For example I would like to hide 
Reminders, 10 newest unowned tickets, Quick search, and Dashboards.

Thanks for your time,
Joel
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[rt-users] Second Instance Of RT (for branding purposes)

[Doug Eubanks]

I'm trying to setup a second instance of RT that has a different branding,
but uses the same SQL server, etc.

I copied my existing (and working) RT installation over to a new directory.
Then I created the new instance in Apache in the httpd.conf, changing the
file locations to the new directories.  Then I edited the RT_SiteConfig.pm
file to reflect the new file locations.

For some reason, the errors are showing up in the original directory's logs
and the error returned is:
[Mon Feb 23 15:47:56 2009] [warning]: [Mason] Cannot resolve file to
component: /opt/rt3-[NEWBRAND]/share/html/index.html (is file outside
component root?) at
/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 853.
(/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:853)

The browser returns a 404 error.

What am I missing?  Is it not possible to run two RT instances on the same
server?

Sincerely,
Doug Eubanks
ad...@dougware.net
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Re: [rt-users] RT Default query My Tickets

[Kenneth Crocker]

Chia-Liang,


Thanks. I'll check it out.


Kenn
LBNL

On 2/20/2009 11:09 PM, Chia-liang Kao wrote:
> Hi Kenneth,
> 
> Kenneth Crocker  lbl.gov> writes:
>>  I need to make some changes to the default Query "My Tickets". Where 
>> would I find that code to change some of the default sorts? Thanks.
> 
> You can click "edit" on "My Tickets", adjust the predefined search, and save 
> it.
> Alternatively you can create a system-wide saved search, then go to
> Config -> Global -> RT at a glance to replace the default "My Tickets" with 
> the
> search you just saved.
> 
> Cheers,
> CLK
> 
> 
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Re: [rt-users] Configuring RT for customer logins

[Kenneth Crocker]

Joel,


Try this: grant All the privileges for "Searches" Globally to 
"Privileged". Then grant "SeeQueue" and "CreateTicket" at the Queue 
level to "Privileged". Then grant "ShowTicket", "ShowOutgoingEmail", and 
"ReplyToTicket" at the Queue level to "Requestrors". That should give 
you a good start. Permissions are difficult to grasp at first (at least 
they were for me). I've found that a good rule to follow is to not grant 
too much at a high level. I never grant rights to Users and only to 
groups. I only grant the "Search" stuff and "ModifySelf" at the GLOBAL 
level. The rest is always for certain groups for certain queues. This 
works for me, but I have about 115 queues for technicaL support of 
different software applications and infrastructure support. Your 
installation may not need to be so protective or granular. Hope this helps.


Kenn
LBNL

On 2/23/2009 8:38 AM, Joel Schuweiler wrote:
> I’m running into road blocks here, wondering if anyone can provide what 
> they did. I want uses to be able to log into RT and view their tickets, 
> create tickets, and reply to their tickets from the web.
> 
>  
> 
> In order to view a ticket a user has created it seems like I must grant 
> “ShowTicket” but the second I do this the user can now see all unowned 
> tickets?
> 
>  
> 
> I’m using rt 3.8.0. Is there a way to adjust the main landing page to 
> hide all the boxes by default except certain ones? For example I would 
> like to hide Reminders, 10 newest unowned tickets, Quick search, and 
> Dashboards.
> 
>  
> 
> Thanks for your time,
> 
> Joel
> 
> 
> 
> 
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> 
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Re: [rt-users] Second Instance Of RT (for branding purposes)

[Raed El-Hames]

Doug;

Are you using fast cgi , or mod_perl ??, with fastcgi you can run as 
many instances you want  --sorry I don't use so I do n't have working 
apache config,
with mod_perl you suppose to only run one instance due to how the 
mod_perl/mason work, however I did find a work around and this is how I 
got my instances working:

for each instance (brand), I have
RT_SiteConfig_brandx.pm (all in /opt/rt3/local/etc/ )
webmux-brandx.pl (which is a copy of webmux.pl adding the line  
$ENV{'SERVER'}= 'my_brandx_instance.com'; #at the top where the rest 
of $ENV is being defined

Modify local/lib/RT.pm adding :

if ($ENV{'SERVER'} eq 'my_brandx_instance.com' ) {
$SITE_CONFIG_FILE = '/opt/rt3/local/etc/RT_SiteConfig_brandx.pm' ;
}elsif ($ENV{'SERVER'} eq 'my_brandy_instance.com' ) {
$SITE_CONFIG_FILE = '/opt/rt3/local/etc/RT_SiteConfig_brandy.pm' ;
}

You add these lines @ the top/start of sub LoadConfig

In you httpd.conf you call the correct webmux for your instance:
PerlRequire /opt/rt3/bin/webmux-brandx.pl

Thats it, the above setup allow you to share the same RT directory , so 
customisation is easier,

Hope that helps,

Regards;
Roy


Doug Eubanks wrote:
> I'm trying to setup a second instance of RT that has a different 
> branding, but uses the same SQL server, etc.
>
> I copied my existing (and working) RT installation over to a new 
> directory.  Then I created the new instance in Apache in the 
> httpd.conf, changing the file locations to the new directories.  Then 
> I edited the RT_SiteConfig.pm file to reflect the new file locations.
>
> For some reason, the errors are showing up in the original directory's 
> logs and the error returned is:
> [Mon Feb 23 15:47:56 2009] [warning]: [Mason] Cannot resolve file to 
> component: /opt/rt3-[NEWBRAND]/share/html/index.html (is file outside 
> component root?) at 
> /usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm line 853. 
> (/usr/lib/perl5/vendor_perl/5.8.8/HTML/Mason/ApacheHandler.pm:853)
>
> The browser returns a 404 error.
>
> What am I missing?  Is it not possible to run two RT instances on the 
> same server?
>
> Sincerely,
> Doug Eubanks
> ad...@dougware.net 





 

 

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[rt-users] Diplaying Custom fields globally

[Steve O'Brien]

Hi All,
I am using the RT::Extension::SLA module, which is working great.  I am trying 
to figure out how to do something seemingly simple.  I would like the Custom 
SLA field to display globally on RT At A Glance and pretty much everywhere so 
that people can use that information to prioritize.  I found some docs for RT 
3.6.2 but it was different; I know how to edit my own view and see them I just 
don't know how to make that the default view.

TIA,
Steve

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Re: [rt-users] Diplaying Custom fields globally

[Kenneth Crocker]

Steve,


I have done this for a couple of queries. You can modify the default 
fields to be automatically listed as display fields in the Query Builder 
tool by going to /RTHome/etc and chaning the RT_SiteConfig.pm file and 
making your changes. When I did this, I wanted the minimum fields that 
99% of my users used to be automatic. It takes "FOREVER" to add and 
subtract a field one entry at a time so this saved my users a great deal 
of time. I included a Custom Field in that list.
You can also modify certain default Queries. I modified "Quicksearch" 
and "MySupportQueues" by copying the /share/html/whatever to a local 
version and then making my changes. Find out where the query you want to 
change exists and copy it to "local" and then change it. Hope this 
helps. OH. Be smart and keep a copy of your changes for the next upgrade.

Kenn
LBNL

On 2/23/2009 9:52 AM, Steve O'Brien wrote:
> Hi All,
> 
> I am using the RT::Extension::SLA module, which is working great.  I am 
> trying to figure out how to do something seemingly simple.  I would like 
> the Custom SLA field to display globally on RT At A Glance and pretty 
> much everywhere so that people can use that information to prioritize.  
> I found some docs for RT 3.6.2 but it was different; I know how to edit 
> my own view and see them I just don’t know how to make that the default 
> view.
> 
>  
> 
> TIA,
> 
> Steve
> 
>  
> 
> 
> 
> 
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Re: [rt-users] RT 3.8 mangles html attachment

[Tom Lahti]

>> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
>>>   Correction, the weird question mark characters are between every  
>>> character
>>>   in the original document. Like so:
>>>
>>>   <�h�e�a�d�>� � �<�m�e�t�a�
>> Fascinating. Does it do this with all html attachments?
> 
> That looks suspiciously like full 16-bit Unicode to me.

It was pointed out earlier in the thread that the encoding was UTF-16LE.  I
was surprised when no one said "the conversion library we use doesn't
support automatic detection of/conversion from 16-bit encodings", but I
don't know what is being used in RT.

With the iconv library, if you want to convert from UTF-16, you have to
specify it as the "from" code.  As far as I know.  But it does work if you do.

-- 
-- 
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   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
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Re: [rt-users] RT 3.8 mangles html attachment

[Jesse Vincent]

On Mon, Feb 23, 2009 at 11:14:00AM -0800, Tom Lahti wrote:
> >> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
> >>>   Correction, the weird question mark characters are between every  
> >>> character
> >>>   in the original document. Like so:
> >>>
> >>>   <�h�e�a�d�>� � �<�m�e�t�a�
> >> Fascinating. Does it do this with all html attachments?
> > 
> > That looks suspiciously like full 16-bit Unicode to me.
> 
> It was pointed out earlier in the thread that the encoding was UTF-16LE.  I
> was surprised when no one said "the conversion library we use doesn't
> support automatic detection of/conversion from 16-bit encodings", but I
> don't know what is being used in RT.
> 
> With the iconv library, if you want to convert from UTF-16, you have to
> specify it as the "from" code.  As far as I know.  But it does work if you do.
> 
Todd and I got further into it. We're using Encode::Guess, which should
handle this. Todd had some promising places to dig for a bug.


> -- 
> -- 
>Tom Lahti
>BIT Statement LLC
> 
>(425)251-0833 x 117
>http://www.bitstatement.net/
> -- 
> 

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Re: [rt-users] RT::Extension::SLA Question

[Steve OBrien]

  [snip]
> Ruslan Zakirov wrote:
> RT::Extension::SLA shipped with pretty good scrips that can be
> disabled and re-enabled to turn off or turn back on some
> functionality. For example it has scrip that sets default value of the
> SLA according to the config. Starts/Due dates are set by another scrip
> which doesn't care when and by whom SLA CF has be changed. Such setup
> allows you to disable assigning of default service level for tickets
> and set them manually for every ticket (some companies may like it).
  [snip]
 
Ruslan,
Are these scrips or how to use them documented anywhere?

Thanks,
Steve

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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

On Mon, Feb 23, 2009 at 2:14 PM, Jesse Vincent  wrote:
>
>
>
> On Mon, Feb 23, 2009 at 11:14:00AM -0800, Tom Lahti wrote:
>> >> On Thu 19.Feb'09 at 11:33:25 -0500, Todd Chapman wrote:
>> >>>   Correction, the weird question mark characters are between every
>> >>> character
>> >>>   in the original document. Like so:
>> >>>
>> >>>   <�h�e�a�d�>� � �<�m�e�t�a�
>> >> Fascinating. Does it do this with all html attachments?
>> >
>> > That looks suspiciously like full 16-bit Unicode to me.
>>
>> It was pointed out earlier in the thread that the encoding was UTF-16LE.  I
>> was surprised when no one said "the conversion library we use doesn't
>> support automatic detection of/conversion from 16-bit encodings", but I
>> don't know what is being used in RT.
>>
>> With the iconv library, if you want to convert from UTF-16, you have to
>> specify it as the "from" code.  As far as I know.  But it does work if you 
>> do.
>>
> Todd and I got further into it. We're using Encode::Guess, which should
> handle this. Todd had some promising places to dig for a bug.
>
>

I'll be sending a test as soon as I finish converting this bugzilla
instance to a new RT instance. ;)

>> --
>> -- 
>>Tom Lahti
>>BIT Statement LLC
>>
>>(425)251-0833 x 117
>>http://www.bitstatement.net/
>> -- 
>>
>
> --
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[rt-users] Color ColumnMap with SLA Column

[Steve OBrien]

Hi All,
I am using the ShowStatusInColor extension and the SLA Extensions and
would like my tickets' SLA fields to show up in color as well but I
cannot seem to get the query syntax correct in the ColorMap script.  I
basically edited the Priority ColorMap but it cannot compile because I
can't get the correct column name for my custom field.  here is what I
have:
[snip]
89 # Set the SLA numbers to a colour.
 90 sub SLAInColor {
 91 my $Ticket = shift;
 92 
 93 my $sla = $Ticket->CF.{SLA};
 94 my $colors = undef;
 95 
 96 # Change priority numbers to reflect your priority system.
 97 if ($sla == 'System Inoperable') {
 98 $colors = "#FF";
 99} elsif ($sla == 'Service Impaired') {
100$colors = "#FF2000";
101} elsif ($sla == 'General Inquiry') {
102 $colors = "#FF4000";
103 }
104 
105 if ($colors) {
106 $sla = "$sla"
107 }
108 
109 return \"$sla";
110 }
[snip]

the offending line is:
93 my $sla = $Ticket->CF.{SLA};

It doesn't like the CF.{SLA} I have tried CustomField.{SLA}, CustomField
\.\{SLA\}, CF\.\{SLA\}, and SLA.  It does not seem to like my \ which I
thought was a perfectly perlish way to escape a character
The Field description name is SLA Priority, I have tried that as well. 

TIA,
Steve

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[rt-users] RTFM Wikitext area, wiki syntax isn't working correctly

[agentc0re]

I am running rt 3.8.2 with RTFM 2.4.1. I've setup a custom field with "Fill
in one wikitext area". I've read in the online wiki some guidelines as what
syntax's are allowed, but they don't seem to be working correctly for me.
IE: if i add a link like this, [My Link http://example.com] It displays "My
Link" and "http://example.com"; as clickable areas. However "My Link" is
treated like an internal wiki page while "http://example.com"; works.  And to
my understanding from reading the online doc's it should only show "My Link"
correct?
-- 
View this message in context: 
http://www.nabble.com/RTFM-Wikitext-area%2C-wiki-syntax-isn%27t-working-correctly-tp22170897p22170897.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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Re: [rt-users] RT 3.8 mangles html attachment

[Tom Lahti]

> Todd and I got further into it. We're using Encode::Guess, which should
> handle this. Todd had some promising places to dig for a bug.

Curious: does Encode::Guess handle UTF-16(LE|BE) without a byte order mark?
 That would be ... fascinating.


-- 
-- 
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Re: [rt-users] RT 3.8 mangles html attachment

[Todd Chapman]

On Mon, Feb 23, 2009 at 6:04 PM, Tom Lahti  wrote:
>> Todd and I got further into it. We're using Encode::Guess, which should
>> handle this. Todd had some promising places to dig for a bug.
>
> Curious: does Encode::Guess handle UTF-16(LE|BE) without a byte order mark?
>  That would be ... fascinating.
>

No it doesn't. I think the problem is the RT code splits the message
into lines and processes each line separately. Only the first line has
the BOM (Byte Order Mark) so the conversion fails on the rest of the
lines.


>
> --
> -- 
>   Tom Lahti
>   BIT Statement LLC
>
>   (425)251-0833 x 117
>   http://www.bitstatement.net/
> -- 
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[rt-users] bug/patch - no linefeeds in "Show" output for an outgoing message

[Jo Rhett]

If you click "Show" next to an outgoing mail message in RT 3.8.2,  
regardless of your preference settings text paragraphs are a single  
long line.

The following patch fixes that.  You might want to also check  
preferences and apply a font setting to the style="" attribute based  
on the user preference.

--- html/Ticket/ShowEmailRecord.html_orig   2009-02-23  
16:55:17.0 -0800
+++ html/Ticket/ShowEmailRecord.html2009-02-23 16:56:22.0  
-0800
@@ -65,7 +65,7 @@
  my $show;
  $show = sub {
  my $attach = shift;
-$m->out( '' );
+$m->out( '' );
  $m->out( $m->interp->apply_escapes( $attach->Headers, 'h' ) );
  $m->out( "\n\n" );
  if ( $attach->ContentType =~ m{^multipart/}i ) {
@@ -76,7 +76,7 @@
  } else {
  $show_content->( $attach );
  }
-$m->out( '' );
+$m->out( '' );
  };

  my $AttachmentObj = new RT::Attachment($session{'CurrentUser'});

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


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[rt-users] IsInBound matches tickets from self for self?

[Jo Rhett]

So I used the method Jesse described for matching inbound requests and  
am having the following problem:

Mon Feb 23 18:10:00 2009   RT_System - Priority changed from '45' to  
'95'
Mon Feb 23 18:10:00 2009 RT_System - Priority changed from '95' to '45'

I have one scrip to lower the priority on Correspondence, and this one  
to raise it:

if( $self->TransactionObj->IsInbound ) {
   if( $self->TicketObj->Priority < 50 ) {
 $self->TicketObj->SetPriority( $self->TicketObj->Priority + 50 )
   }
}
return 1;

How do I make sure this doesn't match tickets which I opened for  
myself and am updating periodically?

-- 
Jo Rhett
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and other randomness


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[rt-users] dashboards

[Jo Rhett]

Dashboards are neat, but they suffer from some pretty severe  
limitations in the scheduling department.

1. Repeated schedule times -- how about at 8am, noon, and 4pm?   To do  
this, I have to create three duplicate dashboards under three  
different names.

2. Useful schedule times.   In particular why not Mon-Fri as an  
option?  Can I not have this on Tuesday and Thursday?



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


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Re: [rt-users] dashboards

[Shawn M Moore]

On Mon, Feb 23, 2009 at 08:51:20PM -0800, Jo Rhett wrote:
> Dashboards are neat, but they suffer from some pretty severe  
> limitations in the scheduling department.
> 
> 1. Repeated schedule times -- how about at 8am, noon, and 4pm?   To do  
> this, I have to create three duplicate dashboards under three  
> different names.
> 
> 2. Useful schedule times.   In particular why not Mon-Fri as an  
> option?  Can I not have this on Tuesday and Thursday?

These are certainly valid things to want. I didn't get around to adding
complex subscription rules because it wasn't something we needed; the
simple rules that RT gives you today were already more than we needed.

I'd love to see these implemented, so if you can implement them well I'd
happily accept patches.

Shawn

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Re: [rt-users] Plugins to Include in Main RT release

[Torsten Brumm]

Hi Guys,
you are all correct and i think Andrea has done a tiny mistake, but i also
think Andrea's idea was to ask for the most usefull Plugins not already
portet to the RT 3.8 Layout...

Correct?

Torsten

2009/2/23 Rob Munsch 

> On Mon, Feb 23, 2009 at 6:14 AM, Mike Peachey 
> wrote:
>
> > This is an invalid way to define extensions as each declaration will
> > override the previous. You should use, for example:
>
> This is one of the things that tripped me up when i first tried to get
> ExternalAuth working.  I looking around the wiki and didn't see a
> better place for it, so i've updated
>
> http://wiki.bestpractical.com/view/SiteConfig
>
> with nearly exactly Mike's words and example, if that's OK with him.
>
> --
> /chown -R us:us /yourbase
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Torsten Brumm

http://www.torsten-brumm.de
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Re: [rt-users] Color ColumnMap with SLA Column

[Ruslan Zakirov]

For strings use 'eq' instead of '==', for example: if ( $x eq 'some
string' ) { 

To get value of a custom field of single type use
$ticket->FirstCustomFieldValue('SLA');, CFs with multiple values need
more work.

CF.{SLA} is end user syntax and is not perl, so you can not use it in the code.

On Mon, Feb 23, 2009 at 11:35 PM, Steve OBrien  wrote:
> Hi All,
> I am using the ShowStatusInColor extension and the SLA Extensions and
> would like my tickets' SLA fields to show up in color as well but I
> cannot seem to get the query syntax correct in the ColorMap script.  I
> basically edited the Priority ColorMap but it cannot compile because I
> can't get the correct column name for my custom field.  here is what I
> have:
> [snip]
> 89 # Set the SLA numbers to a colour.
>  90 sub SLAInColor {
>  91         my $Ticket = shift;
>  92
>  93         my $sla = $Ticket->CF.{SLA};
>  94         my $colors = undef;
>  95
>  96 # Change priority numbers to reflect your priority system.
>  97         if ($sla == 'System Inoperable') {
>  98                 $colors = "#FF";
>  99        } elsif ($sla == 'Service Impaired') {
> 100                $colors = "#FF2000";
> 101        } elsif ($sla == 'General Inquiry') {
> 102                 $colors = "#FF4000";
> 103         }
> 104
> 105         if ($colors) {
> 106                 $sla = "$sla"
> 107         }
> 108
> 109                 return \"$sla";
> 110 }
> [snip]
>
> the offending line is:
> 93         my $sla = $Ticket->CF.{SLA};
>
> It doesn't like the CF.{SLA} I have tried CustomField.{SLA}, CustomField
> \.\{SLA\}, CF\.\{SLA\}, and SLA.  It does not seem to like my \ which I
> thought was a perfectly perlish way to escape a character
> The Field description name is SLA Priority, I have tried that as well.
>
> TIA,
> Steve
>
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-- 
Best regards, Ruslan.
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Re: [rt-users] Help with permissions?

[George Beitis]

If i did that, wouldn't that allow the user to view all the tickets in a
queue?

On Mon, Feb 23, 2009 at 5:16 PM, Stephen Turner  wrote:

> On Mon, 23 Feb 2009 05:36:41 -0500, George Beitis <
> george.bei...@googlemail.com> wrote:
>
>  Hey everyone,
>> my problem has to do with setting permissions.
>>
>> I have created a queue called IT support, and a group called Company
>> Employees.  The Employee group has the following rights on the group:
>> create
>> ticket and show ticket.  These don't seem to be enough for a user in the
>> group employees to create a ticket as the queue name doesn't come up in
>> the
>> create queue section of the screen or the quick create widget.  Am I doing
>> something wrong there?
>>
>> George
>>
>
> I think you may also need to grant SeeQueue on the queue to the group.
>
> Steve
>
> --
> Stephen Turner
> Senior Programmer/Analyst - SAIS
> MIT IS&T
>
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