[rt-users] WorkflowBuilderRules, approval on either approver

[Fred Blaise]

Hi all,

I have a very simple need for approval. Either my manager or my director
approval should suffice.

I have it this way currently:

> Set($WorkflowBuilderRules,
>   { 'CMR-approval' => [ 'IT Manager approval', 'IT Director approval'], }
> );

But it still requires the 2 of them to approve for the "pending
approval" status to vanish. I have also tried with another pair of
angled brackets, but still no luck.

How would I go about doing that?

Thanks for the help.

fred

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[rt-users] WorkFlowBuilder, approval on new and change of queue

[Fred Blaise]

Hello all,

I have created a CMR queue specific for tickets approval. It works fine
when you create the ticket directly in it.

However, I would also like to have approval tickets created when I
transfer a ticket from another queue to the CMR queue. I have tried to
add a second script, but rt-workflow complains when there is more than one.

Any workaround for that?

Thank you.
fred
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Re: [rt-users] ObjectCustomFieldValues weirdness

[Stephen Cochran]

I should add that the two results do have different Created values:

+---+--+--+-+-+
| id| ObjectId | Content  | LastUpdated | Created |
+---+--+--+-+-+
| 24363 |80487 | Email| 2009-02-25 13:23:16 | 2009-02-23 14:20:58 |
| 24544 |80487 | Hardware | 2009-02-25 13:23:16 | 2009-02-25 13:23:16 |
+---+--+--+-+-+
2 rows in set (0.00 sec)



On Wed, Mar 4, 2009 at 12:06 AM, Stephen Cochran <
stephen.a.cochran.li...@cahir.net> wrote:

>
> Any idea why I'd be seeing the following in the ObjectCustomFieldValues
> table:
>
> mysql> select id, CustomField, ObjectType, ObjectId, Content, LastUpdated
> from ObjectCustomFieldValues where Objectid = 80487 and CustomField = 5;
>
> +---+-++--+--+-+
> | id| CustomField | ObjectType | ObjectId | Content  |
> LastUpdated |
>
> +---+-++--+--+-+
> | 24363 |   5 | RT::Ticket |80487 | Email| 2009-02-25
> 13:23:16 |
> | 24544 |   5 | RT::Ticket |80487 | Hardware | 2009-02-25
> 13:23:16 |
>
> +---+-++--+--+-+
> 2 rows in set (0.00 sec)
>
> Two rows being inserted at exactly the same time with different Contents?
>
> FWIW, came across this while pulling out TimeTaken info from the
> Transactions table and mapping it to a Category custom field. Was getting
> duplicates that it took me a while to track down.
>
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[rt-users] ObjectCustomFieldValues weirdness

[Stephen Cochran]

Any idea why I'd be seeing the following in the ObjectCustomFieldValues
table:

mysql> select id, CustomField, ObjectType, ObjectId, Content, LastUpdated
from ObjectCustomFieldValues where Objectid = 80487 and CustomField = 5;
+---+-++--+--+-+
| id| CustomField | ObjectType | ObjectId | Content  |
LastUpdated |
+---+-++--+--+-+
| 24363 |   5 | RT::Ticket |80487 | Email| 2009-02-25
13:23:16 |
| 24544 |   5 | RT::Ticket |80487 | Hardware | 2009-02-25
13:23:16 |
+---+-++--+--+-+
2 rows in set (0.00 sec)

Two rows being inserted at exactly the same time with different Contents?

FWIW, came across this while pulling out TimeTaken info from the
Transactions table and mapping it to a Category custom field. Was getting
duplicates that it took me a while to track down.
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Re: [rt-users] Sys::Syslog issue?

[Jo Rhett]

In a weird future reference to a past event Kevin Falcone wrote:
> Also, we've added an explicit dependancy in trunk to work around this.
> It will be in 3.8.2


Um... do you mean 3.8.3 ?  ;-)

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


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Re: [rt-users] problem with RTAddressRegexp - BUG

[Jo Rhett]

On Mar 2, 2009, at 8:02 AM, Oleg Sladkoff wrote:
> RTAddressRegexp doesn't work as expected on my RT 3.6.5 system.
>
> I have setup the following in
> /etc/rt3/RT_SiteConfig.pm :
> Set($RTAddressRegexp , '^(.*sladko...@yahoo-inc\.com)$');
>
> However I am still able to create tickets with that mail address. I
> there anything I missed ?


Make it a non-referrable entry with ?:   It didn't work for me until I  
did that.

Honestly that should be fixed in the code.  It won't work any other  
way. ;-)

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


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[rt-users] "Editable Text" sends blank e-mails to every ticket requestor?

[Jo Rhett]

We just had a user pull a search of 100+ tickets, go to Editable Text  
then realize he was on the wrong screen and for unknown reasons click  
"Upload" to get off the screen.  This pushed changes onto all the  
tickets, and sent an e-mail to every ticket requestor with no content.

 BURP.

Um, not so good.  Honestly I would consider this a bug, even though it  
was Stupid User Action.

In the short term, can I disable this function without hacking the  
page source?  (I've already done that, I'd prefer to undo that and Do  
It Right if possible)

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


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[rt-users] rt3.8 won't install on debian lenny/sid

[TN]

Hi all,
I'm trying to install rt3.8 from the experimental packages in debian 
(3.8.2-1)
Everything seems OK, until configuring the databases

I'm doing a dpkg-reconfigure, and whether I choose sqlite or mysql, the 
same problems occur:
/usr/share/dbconfig-common/scripts/request-tracker3.8/install/mysql 
exited with non-zero status

I haven't any idea how to fix this...any pointers ?


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Re: [rt-users] Rt 3.8.2 - Configure user signature on top

[Adam Tingle]

On Tue, Mar 3, 2009 at 3:15 PM, Filipe José Silva Clemente <
fil...@sapia.uminho.pt> wrote:

>  Hi,
>
>
>
> What file i need to change in *RT 3.8.2* so when I reply to some ticket I
> have the user signature on top that is near the last answer given.
>
I did something like this. Check this post:
http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg18032.html.

Switch the line I changed from <% $message %><% $signature %> to <%
$signature %><% $message %> and it should do what you want.

Although it encourages top posting, Outlook has convinced some people in our
organization that it's how email works...

- Adam
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Re: [rt-users] Problem with AdminCC's not being sent

[Bill Cole]

Blake Crawford wrote, On 3/3/09 4:54 PM:
> 
> Hi folks:
> 
> I've been pouring over the lists and trying to debug this for a while, 
> but can't seem to come up with a reason.  I have a group set up on a 
> queue with all rights.  When I set that group to watch a ticket as 
> adminCC, and then create a scrip that notifies the adminCCs on comment, 
> all indications are that the email is being sent but it doesn't ever 
> arrive.  Below is a section of the RT log, where all the 's are to 
> protect the identities of the unwilling.
> 
> Please note, everything works just fine when the group is set to watch 
> as CC's rather than AdminCCs.  This very well could be a problem with 
> the mail setup, but if so I need to communicate that to the systems 
> folks very clearly.

[...]

> [Tue Mar  3 21:33:25 2009] [error]: 
>  >: 
> `/usr/sbin/sendmail -oi -t` exitted with code 64 (/opt/rt3_xx
> s.mtvn.com/bin/../lib/RT/Interface/Email.pm:417 
> )

Sendmail choked on the message.

If RT can send any mail at all successfully, then the most likely cause of 
this particular problem is a broken email address for one of the recipients. 
The '-t' flag that RT is passing to sendmail tells it to scan the headers 
for recipients. If sendmail sees an improper email address (such as one 
containing a non-ASCII character) in a To/Cc/Bcc header, it will reject the 
message altogether. I do not know for sure, but I'd bet that RT is less 
strict in what it allows as a user email address than sendmail is.

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[rt-users] Problems on RT-Authen-ExternalAuth

[Eliezer E Chávez]

Guys

This errror is appearing after i log into rt

Can't call method "as_string" on an undefined value at
/opt/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm
line 398,  line 50

If you can give some ligth...

Regards,

-- 
Eliezer E Chávez
+58-416-6125676
eliezer.cha...@gmail.com
>>http://www.bumeran.com.ve/cv/eliezer-chavez
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Re: [rt-users] Sys::Syslog issue?

[Kevin Falcone]

On Mar 3, 2009, at 5:01 PM, Jesse Vincent wrote:

> On Tue  3.Mar'09 at 15:41:24 -0600, John Arends wrote:
>> I'm setting up a test instance of RT 3.8.2 on RHEL5. The dependencies
>> check went fine, but after installation RT would not start because  
>> the
>> version of Sys::Syslog  (0.13) was too old.
>>
>> Any idea why nothing checked for that, or what could have happened?
>
> Log::Dispatch has an undeclared dependency on a recent version of
> Sys::Syslog

Also, we've added an explicit dependancy in trunk to work around this.
It will be in 3.8.2

-kevin
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Re: [rt-users] Sys::Syslog issue?

[Jesse Vincent]

On Tue  3.Mar'09 at 15:41:24 -0600, John Arends wrote:
> I'm setting up a test instance of RT 3.8.2 on RHEL5. The dependencies 
> check went fine, but after installation RT would not start because the 
> version of Sys::Syslog  (0.13) was too old.
> 
> Any idea why nothing checked for that, or what could have happened?

Log::Dispatch has an undeclared dependency on a recent version of
Sys::Syslog


pgptQKE6FmGYG.pgp
Description: PGP signature
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[rt-users] Problem with AdminCC's not being sent

[Blake Crawford]

Hi folks:

I've been pouring over the lists and trying to debug this for a while, but
can't seem to come up with a reason.  I have a group set up on a queue with
all rights.  When I set that group to watch a ticket as adminCC, and then
create a scrip that notifies the adminCCs on comment, all indications are
that the email is being sent but it doesn't ever arrive.  Below is a section
of the RT log, where all the 's are to protect the identities of the
unwilling.

Please note, everything works just fine when the group is set to watch as
CC's rather than AdminCCs.  This very well could be a problem with the mail
setup, but if so I need to communicate that to the systems folks very
clearly.

[Tue Mar  3 21:33:25 2009] [debug]: Subject: [xx.mtvn.com #2468]
[Comment] Test ticket from blake
From: "Blake Crawford via RT" 
Reply-To: cdmoasis-comm...@xx.mtvn.com
In-Reply-To: 

>
References:  <
c5d30b3d.158f7%blake.crawf...@.com
>
Message-ID: 
Precedence: bulk
X-RT-Loop-Prevention:xx.mtvn.com
RT-Ticket: xx.mtvn.com #2468
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/)
RT-Originator: blake.crawf...@xxx.com
Bcc: .xxx...@xx.com, .xxx...@xx.com
To: "AdminCc of xx.mtvn.com Ticket #2468":;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/
rt3_xx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:647)
[Tue Mar  3 21:33:25 2009] [debug]: Got user mail preference 'Individual
messages' for user .xxx...@xx.com (/opt/
rt3_xx.mtvn.com/bin/../lib/RT/A
ction/SendEmail.pm:661)
[Tue Mar  3 21:33:25 2009] [debug]: Got user mail preference 'Individual
messages' for user .xxx...@xx.com (/opt/
rt3_xx.mtvn.com/bin/../lib/RT/Ac
tion/SendEmail.pm:661)
[Tue Mar  3 21:33:25 2009] [debug]: Removing deferred recipients from Bcc:
line (/opt/rt3_xxx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:670)
[Tue Mar  3 21:33:25 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/
rt3_xx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:679)
[Tue Mar  3 21:33:25 2009] [debug]: No recipients found for deferred
delivery on transaction #15667 (/opt/
rt3_xx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:
692)
[Tue Mar  3 21:33:25 2009] [info]: <
rt-3.8.1-25239-1236116005-1140.2468-2...@xx.mtvn.com> #2468/15667 -
Scrip 24 On comment Notify Admin CCs with Template C
DM OASIS Comment Template (/opt/
rt3_xx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:302)
[Tue Mar  3 21:33:25 2009] [error]: <
rt-3.8.1-25239-1236116005-1140.2468-2...@xx.mtvn.com>:
`/usr/sbin/sendmail -oi -t` exitted with code 64 (/opt/rt3_xx
s.mtvn.com/bin/../lib/RT/Interface/Email.pm:417)
[Tue Mar  3 21:33:25 2009] [info]: <
rt-3.8.1-25239-1236116005-1140.2468-2...@x.mtvn.com> sent  To: "AdminCc
of bizops.mtvn.com Ticket #2468":; Bcc: xxx.g
...@viacom.com, xxx.xx...@viacom.com (/opt/
rt3_xx.mtvn.com/bin/../lib/RT/Action/SendEmail.pm:333)
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[rt-users] Sys::Syslog issue?

[John Arends]

I'm setting up a test instance of RT 3.8.2 on RHEL5. The dependencies 
check went fine, but after installation RT would not start because the 
version of Sys::Syslog  (0.13) was too old.

Any idea why nothing checked for that, or what could have happened?
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Re: [rt-users] Scrip help needed on date formatting

[Kenneth Crocker]

Ashish,


Sorry. I'm such a dummy. I made your changes and when I tested it, I 
forgot to change a condition back to original (I was testing some other 
stuff). It now works, like you said it would. It was the missing "my". 
THANKS!!

Kenn
LBNL




On 3/3/2009 12:21 PM, Potla, Ashish Bassaliel wrote:
> Well, it worked for me!
> Sorry.. keep tweaking it.
> 
> hope you have return 1; in the cleanup code as well.
> -Ashish
> 
> 
> From: Kenneth Crocker [kfcroc...@lbl.gov]
> Sent: Wednesday, March 04, 2009 1:50 AM
> To: Potla, Ashish Bassaliel
> Cc: rt Users
> Subject: Re: [rt-users] Scrip help needed on date formatting
> 
> Ashish,
> 
> 
> Tried that. No joy.
> 
> 
> Kenn
> LBNL
> 
> On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote:
>> Hey Ken,
>> localize the variables as follows and try it out :
>>
>> my ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
>> my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
>>
>> -Ashish
>> 
>> From: rt-users-boun...@lists.bestpractical.com 
>> [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker 
>> [kfcroc...@lbl.gov]
>> Sent: Wednesday, March 04, 2009 12:37 AM
>> To: rt Users
>> Subject: [rt-users] Scrip help needed on date formatting
>>
>> To all,
>>
>>
>> I'm a newbie to perl. I've written a few simple scrips and they are
>> working just fine. My problem lies in my lack of understanding as to why
>> some code will work in a perl program, but not in a scrip. We have some
>> good perl programmers here and they gave me some code to use to format a
>> date I needed.
>> Scenario: when a ticket has it's status changed to 'stalled', I want 
>> to
>> update a Custom Field with the /mm/dd format for today's date. The
>> code I was given for this is as follows:
>>
>> Custom Action Prep Code:
>> # set the CF Work-Completed Date
>>
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> my $cf_obj = RT::CustomField->new($RT::SystemUser);
>> my $cf_name = "Stalled Date";
>> ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
>> $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
>>
>> $cf_obj->LoadByName(Name=>$cf_name);
>> $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
>> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
>> RecordTransaction=>0);
>>
>> return 1;
>>
>> I get nothing. If I change the value of $cf_value to simply
>> (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009".
>> So, I know the condition works and the function of update the Custom
>> Field works. I just cannot get the code I was given to format the date
>> to work as a scrip.
>> Anyone have some experience with this and willing to help?
>>
>>
>> Kenn
>> LBNL
>>
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> 
> 

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Re: [rt-users] Stop emails being sent for certain email addresses

[Matt Hoover]

Aaron-

Another thought, you could also use your local email client on the RT server
to capture those emails and route them to /dev/null.  Here is a url to the
postfix manual :

http://www.postfix.org/ADDRESS_REWRITING_README.html

Matt

On Mon, Mar 2, 2009 at 9:53 PM, Aaron Guise  wrote:

> Thanks Matt,
>
> I never thought of that, I'll give that a go it appears for some of the
> emails at least it will work.  But alas some are hard coded and cannot be
> changed,
>
> On Tue, Mar 3, 2009 at 3:47 PM, Matt Hoover wrote:
>
>> We have a similar situation.  We just changed the from address to be
>> nore...@rt.domain.com.  We then create an alias for noreply and send it
>> to /dev/null.
>> You could write scrips for this as well.  Above is just an easy way
>> without having to write anything.  We let RT do its magic, but then just
>> trash the emails.
>>
>> Matt
>>
>> On Mon, Mar 2, 2009 at 4:04 PM, Aaron Guise  wrote:
>>
>>> Hi,
>>>
>>> Presently we have several servers which send a notification email to our
>>> RT instance.  I just wondered does anyone no of a way that we can prevent
>>> auto-replies and resolved emails going to these email addresses.  The reason
>>> being is it is just servern...@ourdomain.co.nz which is not setup as a
>>> mailbox and causes sendmail of course to log it's inability to send it and
>>> bounced mail recorded in our exchange server. Can we do this?
>>> --
>>> Regards
>>>
>>> Aaron
>>>
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>>>
>>
>>
>
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Re: [rt-users] Scrip help needed on date formatting

[Kenneth Crocker]

Ashish,

Yep.


Kenn

On 3/3/2009 12:21 PM, Potla, Ashish Bassaliel wrote:
> Well, it worked for me!
> Sorry.. keep tweaking it.
> 
> hope you have return 1; in the cleanup code as well.
> -Ashish
> 
> 
> From: Kenneth Crocker [kfcroc...@lbl.gov]
> Sent: Wednesday, March 04, 2009 1:50 AM
> To: Potla, Ashish Bassaliel
> Cc: rt Users
> Subject: Re: [rt-users] Scrip help needed on date formatting
> 
> Ashish,
> 
> 
> Tried that. No joy.
> 
> 
> Kenn
> LBNL
> 
> On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote:
>> Hey Ken,
>> localize the variables as follows and try it out :
>>
>> my ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
>> my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
>>
>> -Ashish
>> 
>> From: rt-users-boun...@lists.bestpractical.com 
>> [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker 
>> [kfcroc...@lbl.gov]
>> Sent: Wednesday, March 04, 2009 12:37 AM
>> To: rt Users
>> Subject: [rt-users] Scrip help needed on date formatting
>>
>> To all,
>>
>>
>> I'm a newbie to perl. I've written a few simple scrips and they are
>> working just fine. My problem lies in my lack of understanding as to why
>> some code will work in a perl program, but not in a scrip. We have some
>> good perl programmers here and they gave me some code to use to format a
>> date I needed.
>> Scenario: when a ticket has it's status changed to 'stalled', I want 
>> to
>> update a Custom Field with the /mm/dd format for today's date. The
>> code I was given for this is as follows:
>>
>> Custom Action Prep Code:
>> # set the CF Work-Completed Date
>>
>> my $trans = $self->TransactionObj;
>> my $ticket = $self->TicketObj;
>> my $cf_obj = RT::CustomField->new($RT::SystemUser);
>> my $cf_name = "Stalled Date";
>> ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
>> $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
>>
>> $cf_obj->LoadByName(Name=>$cf_name);
>> $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
>> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
>> RecordTransaction=>0);
>>
>> return 1;
>>
>> I get nothing. If I change the value of $cf_value to simply
>> (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009".
>> So, I know the condition works and the function of update the Custom
>> Field works. I just cannot get the code I was given to format the date
>> to work as a scrip.
>> Anyone have some experience with this and willing to help?
>>
>>
>> Kenn
>> LBNL
>>
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sa...@bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
> 
> 

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Re: [rt-users] Stop emails being sent for certain email addresses

[Aaron Guise]

That's Great Rob,

I had missed that one on the wiki.  That looks like it will suit perfectly.

*Regards,*

*Aaron Guise
027 212 6638
aa...@guise.net.nz
 *



On Wed, Mar 4, 2009 at 6:28 AM, Rob Munsch  wrote:

> >>> Presently we have several servers which send a notification email to
> our
> >>> RT instance.  I just wondered does anyone no of a way that we can
> prevent
> >>> auto-replies and resolved emails going to these email addresses.  The
> reason
>
> Hi Aaron,
>
> I believe this is what you are looking for:
>
>  http://wiki.bestpractical.com/view/OnCreateAutoReplyException
>
> You define an array of emails that are never to get a reply
>
>  my @exceptionList = ('ro...@automated.sys',
> 'cyb...@sky.net');
>
> in the condition, and replies still go out to anyone not in that
> array.  I'd imagine it would be easy to use on actions other than
> ticket create, as well.
>
> --
> /chown -R us:us /yourbase
>
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[rt-users] Rt 3.8.2 - Configure user signature on top

[Filipe José Silva Clemente]

Hi,

 

What file i need to change in RT 3.8.2 so when I reply to some ticket I have 
the user signature on top that is near the last answer given.

 

Example:

 

"

Dear Sir,

 



 



 

--Message history--

On Tue Mar 03 16:59:15 2009, u...@blalaland.bla wrote:

> bla 

> bla

> bla

> bla

> bla

> bla 

> 

> bla,

> bla

"

 

TIA,

 

Filipe Clemente

Portugal

 

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Re: [rt-users] Scrip help needed on date formatting

[Potla, Ashish Bassaliel]

Well, it worked for me!
Sorry.. keep tweaking it.

hope you have return 1; in the cleanup code as well.
-Ashish


From: Kenneth Crocker [kfcroc...@lbl.gov]
Sent: Wednesday, March 04, 2009 1:50 AM
To: Potla, Ashish Bassaliel
Cc: rt Users
Subject: Re: [rt-users] Scrip help needed on date formatting

Ashish,


Tried that. No joy.


Kenn
LBNL

On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote:
> Hey Ken,
> localize the variables as follows and try it out :
>
> my ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
> my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
>
> -Ashish
> 
> From: rt-users-boun...@lists.bestpractical.com 
> [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker 
> [kfcroc...@lbl.gov]
> Sent: Wednesday, March 04, 2009 12:37 AM
> To: rt Users
> Subject: [rt-users] Scrip help needed on date formatting
>
> To all,
>
>
> I'm a newbie to perl. I've written a few simple scrips and they are
> working just fine. My problem lies in my lack of understanding as to why
> some code will work in a perl program, but not in a scrip. We have some
> good perl programmers here and they gave me some code to use to format a
> date I needed.
> Scenario: when a ticket has it's status changed to 'stalled', I want 
> to
> update a Custom Field with the /mm/dd format for today's date. The
> code I was given for this is as follows:
>
> Custom Action Prep Code:
> # set the CF Work-Completed Date
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $cf_obj = RT::CustomField->new($RT::SystemUser);
> my $cf_name = "Stalled Date";
> ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
> $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
>
> $cf_obj->LoadByName(Name=>$cf_name);
> $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
> RecordTransaction=>0);
>
> return 1;
>
> I get nothing. If I change the value of $cf_value to simply
> (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009".
> So, I know the condition works and the function of update the Custom
> Field works. I just cannot get the code I was given to format the date
> to work as a scrip.
> Anyone have some experience with this and willing to help?
>
>
> Kenn
> LBNL
>
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Scrip help needed on date formatting

[Kenneth Crocker]

Ashish,


Tried that. No joy.


Kenn
LBNL

On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote:
> Hey Ken,
> localize the variables as follows and try it out :
> 
> my ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
> my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
> 
> -Ashish
> 
> From: rt-users-boun...@lists.bestpractical.com 
> [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker 
> [kfcroc...@lbl.gov]
> Sent: Wednesday, March 04, 2009 12:37 AM
> To: rt Users
> Subject: [rt-users] Scrip help needed on date formatting
> 
> To all,
> 
> 
> I'm a newbie to perl. I've written a few simple scrips and they are
> working just fine. My problem lies in my lack of understanding as to why
> some code will work in a perl program, but not in a scrip. We have some
> good perl programmers here and they gave me some code to use to format a
> date I needed.
> Scenario: when a ticket has it's status changed to 'stalled', I want 
> to
> update a Custom Field with the /mm/dd format for today's date. The
> code I was given for this is as follows:
> 
> Custom Action Prep Code:
> # set the CF Work-Completed Date
> 
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $cf_obj = RT::CustomField->new($RT::SystemUser);
> my $cf_name = "Stalled Date";
> ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
> $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
> 
> $cf_obj->LoadByName(Name=>$cf_name);
> $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
> RecordTransaction=>0);
> 
> return 1;
> 
> I get nothing. If I change the value of $cf_value to simply
> (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009".
> So, I know the condition works and the function of update the Custom
> Field works. I just cannot get the code I was given to format the date
> to work as a scrip.
> Anyone have some experience with this and willing to help?
> 
> 
> Kenn
> LBNL
> 
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

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[rt-users] RTx Statistics graphs not working on RT 3.8.1

[Jay Pat]

Hi there, 
I'm having trouble viewing graphs in RT 3.8.1.
 
I have installed RTx-Statistics package on CentOS 5.2 with RT 3.8.1 and I'm 
having problem viewing Tickets per day, multiples queues and time to resolve 
graph
 
Following is my configuration:

 
Loaded perl modulesPerl v5.8.8 under linux 
  Apache2::Const v2.02;
  Apache2::Log v2.02;
  Apache2::RequestIO v2.02;
  Apache2::RequestRec v2.02;
  Apache2::RequestUtil v2.02;
  Apache2::Response v2.02;
  Apache2::ServerUtil v2.02;
  Apache2::Status v4.00;
  Apache::Session v1.87;
  Apache::Session::Generate::MD5 v2.11;
  Apache::Session::Lock::MySQL v1.01;
  Apache::Session::MySQL v1.01;
  Apache::Session::Serialize::Storable v1.01;
  Apache::Session::Store::DBI v1.02;
  Apache::Session::Store::MySQL v1.04;
  APR v0.009000;
  APR::Pool v0.009000;
  APR::Table v0.009000;
  AutoLoader v5.60;
  base v2.07;
  bytes v1.02;
  Cache::Simple::TimedExpiry v0.27;
  capitalization v0.03;
  Carp v1.04;
  CGI v3.42;
  CGI::Cookie v1.29;
  CGI::Util v1.5_01;
  Class::Container v0.12;
  Class::Data::Inheritable v0.08;
  Class::Inspector v1.23;
  Class::ReturnValue v0.55;
  Clone v0.29;
  constant v1.05;
  CSS::Squish v0.07;
  Cwd v3.29;
  Data::Dumper v2.121_08;
  Date::Format v2.22;
  Date::Parse v2.27;
  DBD::mysql v4.010;
  DBI v1.607;
  DBIx::SearchBuilder v1.54;
  DBIx::SearchBuilder::Union v0;
  DBIx::SearchBuilder::Unique v0.01;
  Devel::StackTrace v1.20;
  Devel::StackTraceFrame v1.20;
  Devel::Symdump v2.08;
  Digest::base v1.00;
  Digest::MD5 v2.38;
  DynaLoader v1.05;
  Email::Address v1.889;
  Encode v2.26;
  Encode::Alias v2.10;
  Encode::Config v2.05;
  Encode::Encoding v2.05;
  Errno v1.1;
  Exception::Class v1.26;
  Exception::Class::Base v1.2;
  Exporter v5.58;
  Exporter::Heavy v5.58;
  Fcntl v1.05;
  File::Basename v2.74;
  File::Glob v1.05;
  File::Path v1.08;
  File::ShareDir v1.00;
  File::Spec v3.29;
  File::Spec::Functions v3.29;
  File::Spec::Unix v3.29;
  File::Temp v0.21;
  FileHandle v2.01;
  GD v2.41;
  GD::Image v2.27;
  HTML::Element v3.23;
  HTML::Entities v3.57;
  HTML::Formatter v2.04;
  HTML::FormatText v2.04;
  HTML::Mason v1.40;
  HTML::Mason::ApacheHandler v1.69;
  HTML::Mason::Exception v1.1;
  HTML::Mason::Exception::Abort v1.1;
  HTML::Mason::Exception::Compilation v1.1;
  HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
  HTML::Mason::Exception::Compiler v1.1;
  HTML::Mason::Exception::Decline v1.1;
  HTML::Mason::Exception::Params v1.1;
  HTML::Mason::Exception::Syntax v1.1;
  HTML::Mason::Exception::System v1.1;
  HTML::Mason::Exception::TopLevelNotFound v1.1;
  HTML::Mason::Exception::VirtualMethod v1.1;
  HTML::Mason::Exceptions v1.43;
  HTML::Parser v3.59;
  HTML::Scrubber v0.08;
  HTML::Tagset v3.20;
  HTML::TreeBuilder v3.23;
  I18N::LangTags v0.35;
  integer v1.00;
  IO v1.22;
  IO::File v1.13;
  IO::Handle v1.25;
  IO::InnerFile v2.110;
  IO::Lines v2.110;
  IO::ScalarArray v2.110;
  IO::Seekable v1.1;
  IO::WrapTie v2.110;
  IPC::Open2 v1.02;
  IPC::Open3 v1.02;
  List::Util v1.19;
  Locale::Maketext v1.13;
  Locale::Maketext::Fuzzy v0.10;
  Locale::Maketext::Guts v1.13;
  Locale::Maketext::GutsLoader v1.13;
  Locale::Maketext::Lexicon v0.75;
  Locale::Maketext::Lexicon::Gettext v0.16;
  Log::Dispatch v2.22;
  Log::Dispatch::Base v1.09;
  Log::Dispatch::Output v1.26;
  Log::Dispatch::Screen v1.17;
  Log::Dispatch::Syslog v1.18;
  Mail::Address v2.04;
  Mail::Field v2.04;
  Mail::Field::AddrList v2.04;
  Mail::Field::Date v2.04;
  Mail::Field::Generic v2.04;
  Mail::Header v2.04;
  Mail::Internet v2.04;
  Mail::Mailer v2.04;
  Mail::Util v2.04;
  MIME::Base64 v3.07;
  MIME::Body v5.427;
  MIME::Decoder v5.427;
  MIME::Entity v5.427;
  MIME::Field::ContDisp v5.427;
  MIME::Field::ConTraEnc v5.427;
  MIME::Field::ContType v5.427;
  MIME::Field::ParamVal v5.427;
  MIME::Head v5.427;
  MIME::Parser v5.427;
  MIME::QuotedPrint v3.07;
  MIME::Tools v5.427;
  MIME::Words v5.427;
  mod_perl v2.02;
  mod_perl2 v2.02;
  ModPerl::Const v2.02;
  Module::Versions::Report v1.06;
  overload v1.04;
  Params::Util v0.35;
  Params::Validate v0.91;
  PerlIO v1.04;
  PerlIO::scalar v0.04;
  POSIX v1.09;
  re v0.05;
  Regexp::Common v2.122;
  Regexp::Common::delimited v2.106;
  RT v3.8.1;
  RT::Interface::Email v2;
  RT::Interface::Web::Request v0.30;
  Scalar::Util v1.19;
  SelectSaver v1.01;
  Socket v1.78;
  Storable v2.18;
  strict v1.03;
  Symbol v1.06;
  Sys::Syslog v0.13;
  Text::Template v1.45;
  Text::Wrapper v1.02;
  Time::HiRes v1.9715;
  Time::JulianDay v2003.1125;
  Time::Local v1.11;
  Time::ParseDate v2006.0814;
  Time::Timezone v2006.0814;
  Time::Zone v2.22;
  UNIVERSAL v1.01;
  UNIVERSAL::require v0.11;
  URI v1.37;
  URI::Escape v3.29;
  URI::file v4.20;
  utf8 v1.06;
  vars v1.01;
  warnings v1.05;
  warnings::register v1.01;
  XSLoader v0.06;Please help...I really appreciate your help.
_
Express you

Re: [rt-users] Scrip help needed on date formatting

[Kenneth Crocker]

Ashish,

Just "Enter one value". That's it. No validation settings. Although 
I've thought about using "(?#Date 
/mm/dd)^(([1-2][0-9][0-9][0-9])\/(0[1-9]|1[0-2])\/(0[1-9]|[1-2][0-9]|3[0-1]))?$"
 
as a validation setting.


Kenn
LBNL

On 3/3/2009 11:21 AM, Potla, Ashish Bassaliel wrote:
> Hi,
> Can you give some info about the CF you are using?
> What is the type and validation settings on it?
> 
> -Ashish
> 
> From: rt-users-boun...@lists.bestpractical.com 
> [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker 
> [kfcroc...@lbl.gov]
> Sent: Wednesday, March 04, 2009 12:37 AM
> To: rt Users
> Subject: [rt-users] Scrip help needed on date formatting
> 
> To all,
> 
> 
> I'm a newbie to perl. I've written a few simple scrips and they are
> working just fine. My problem lies in my lack of understanding as to why
> some code will work in a perl program, but not in a scrip. We have some
> good perl programmers here and they gave me some code to use to format a
> date I needed.
> Scenario: when a ticket has it's status changed to 'stalled', I want 
> to
> update a Custom Field with the /mm/dd format for today's date. The
> code I was given for this is as follows:
> 
> Custom Action Prep Code:
> # set the CF Work-Completed Date
> 
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $cf_obj = RT::CustomField->new($RT::SystemUser);
> my $cf_name = "Stalled Date";
> ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
> $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );
> 
> $cf_obj->LoadByName(Name=>$cf_name);
> $RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
> $ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
> RecordTransaction=>0);
> 
> return 1;
> 
> I get nothing. If I change the value of $cf_value to simply
> (localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009".
> So, I know the condition works and the function of update the Custom
> Field works. I just cannot get the code I was given to format the date
> to work as a scrip.
> Anyone have some experience with this and willing to help?
> 
> 
> Kenn
> LBNL
> 
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
> 
> 
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> 

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Re: [rt-users] Problem with Charset after migrating from 3.8.0 to 3.8.2

[Emmanuel Lacour]

On Tue, Mar 03, 2009 at 03:24:31PM -0300, Fernando Frota Machado de Morais 
wrote:
>   
> I'm running  RT v3.8.0 and RT::FM v2.2.1 and both are working ok. After 
> installing RT v.3.8.2 and RTFM 4.2.1 on a fresh directory, all non-ascii 
> characters are beeing displayed as it's original ASCII characters 
> instead of UTF-8 characters:
> 
>  3.8.0: 35493 Liberação de Acesso - 150.164.76.74
>  3.8.2: 35493 Liberação de Acesso - 150.164.76.74
> 
> It occurs only with tickets. RT titles, in portuguese, are displayed ok.
> 
> Updates were applied to database (RT 3.8.0 is working with 3.8.2 mysql 

Did you really read and applied steps explained in UPGRADING.mysql ??

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Re: [rt-users] Scrip help needed on date formatting

[Potla, Ashish Bassaliel]

Hey Ken,
localize the variables as follows and try it out :

my ( undef, undef, undef, $day, $mon, $year ) = localtime( time );
my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );

-Ashish

From: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker 
[kfcroc...@lbl.gov]
Sent: Wednesday, March 04, 2009 12:37 AM
To: rt Users
Subject: [rt-users] Scrip help needed on date formatting

To all,


I'm a newbie to perl. I've written a few simple scrips and they are
working just fine. My problem lies in my lack of understanding as to why
some code will work in a perl program, but not in a scrip. We have some
good perl programmers here and they gave me some code to use to format a
date I needed.
Scenario: when a ticket has it's status changed to 'stalled', I want to
update a Custom Field with the /mm/dd format for today's date. The
code I was given for this is as follows:

Custom Action Prep Code:
# set the CF Work-Completed Date

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Stalled Date";
( undef, undef, undef, $day, $mon, $year ) = localtime( time );
$cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );

$cf_obj->LoadByName(Name=>$cf_name);
$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0);

return 1;

I get nothing. If I change the value of $cf_value to simply
(localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009".
So, I know the condition works and the function of update the Custom
Field works. I just cannot get the code I was given to format the date
to work as a scrip.
Anyone have some experience with this and willing to help?


Kenn
LBNL

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Re: [rt-users] Scrip help needed on date formatting

[Potla, Ashish Bassaliel]

Hi,
Can you give some info about the CF you are using?
What is the type and validation settings on it?

-Ashish

From: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker 
[kfcroc...@lbl.gov]
Sent: Wednesday, March 04, 2009 12:37 AM
To: rt Users
Subject: [rt-users] Scrip help needed on date formatting

To all,


I'm a newbie to perl. I've written a few simple scrips and they are
working just fine. My problem lies in my lack of understanding as to why
some code will work in a perl program, but not in a scrip. We have some
good perl programmers here and they gave me some code to use to format a
date I needed.
Scenario: when a ticket has it's status changed to 'stalled', I want to
update a Custom Field with the /mm/dd format for today's date. The
code I was given for this is as follows:

Custom Action Prep Code:
# set the CF Work-Completed Date

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Stalled Date";
( undef, undef, undef, $day, $mon, $year ) = localtime( time );
$cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );

$cf_obj->LoadByName(Name=>$cf_name);
$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value,
RecordTransaction=>0);

return 1;

I get nothing. If I change the value of $cf_value to simply
(localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009".
So, I know the condition works and the function of update the Custom
Field works. I just cannot get the code I was given to format the date
to work as a scrip.
Anyone have some experience with this and willing to help?


Kenn
LBNL

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[rt-users] Scrip help needed on date formatting

[Kenneth Crocker]

To all,


I'm a newbie to perl. I've written a few simple scrips and they are 
working just fine. My problem lies in my lack of understanding as to why 
some code will work in a perl program, but not in a scrip. We have some 
good perl programmers here and they gave me some code to use to format a 
date I needed.
Scenario: when a ticket has it's status changed to 'stalled', I want to 
update a Custom Field with the /mm/dd format for today's date. The 
code I was given for this is as follows:

Custom Action Prep Code:
# set the CF Work-Completed Date

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Stalled Date";
( undef, undef, undef, $day, $mon, $year ) = localtime( time );
$cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day );

$cf_obj->LoadByName(Name=>$cf_name);
$RT::Logger->debug("Loaded\$cf_obj->Name = ". $cf_obj->Name() ."\n");
$ticket->AddCustomFieldValue(Field=>$cf_obj, Value=>$cf_value, 
RecordTransaction=>0);

return 1;

I get nothing. If I change the value of $cf_value to simply 
(localtime), I get the full-fledged format of "Thu Feb 26 14:54:33 2009".
So, I know the condition works and the function of update the Custom 
Field works. I just cannot get the code I was given to format the date 
to work as a scrip.
Anyone have some experience with this and willing to help?


Kenn
LBNL

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[rt-users] Notify on Create

[Ray Wadkins]

My users are creating tickets and assigning them to owners.  Unfortuately, I
can't figure out the right scrip to have RT notify the assigned owner that a
ticket has been created for them.  Are there any suggestions/examples.  It
should be noted that this is only an issue when the user creates a new
ticket, not when an owner is assigned, but that a remarkably small
percentage of the time for us.

 

Ray Wadkins
Michael C. Fina 
Phone: 718-609-8519
Email: rwadk...@mcfina.com
www.mcfawards.com

ONE SOURCE
TOTAL RECOGNITION


-

The information contained in this email is strictly confidential and subject
to the Confidentiality Notice at  
www.mcfina.com/emailpolicy

P Please consider the environment before choosing to print this e-mail.

 

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[rt-users] Problem with Charset after migrating from 3.8.0 to 3.8.2

[Fernando Frota Machado de Morais]

  
I'm running  RT v3.8.0 and RT::FM v2.2.1 and both are working ok. After 
installing RT v.3.8.2 and RTFM 4.2.1 on a fresh directory, all non-ascii 
characters are beeing displayed as it's original ASCII characters 
instead of UTF-8 characters:

 3.8.0: 35493   Liberação de Acesso - 150.164.76.74
 3.8.2: 35493   Liberação de Acesso - 150.164.76.74

It occurs only with tickets. RT titles, in portuguese, are displayed ok.

Updates were applied to database (RT 3.8.0 is working with 3.8.2 mysql 
db schema). Original RT_Siteconfig.pm was copied to the new directory.
Nothing else was modified: I have both versions installed and I change 
between versions stoping httpd, renaming RT's directory (/opt/rt to 
/opt/rt-3.8.2, /opt/rt-3.8.0 to /opt/rt) end restarting httpd.

Does anyone have a single suggestion about the source of the problem?

Thanks,
 
--
 Fernando Frota Machado de Morais
Divisao de Redes de Comunicacao
Centro de Computacao
Universidade Federal de Minas Gerais
Brasil
Tel. +55(31)3409.4007  Fax. +55(31)3409.4004


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Re: [rt-users] Time Worked Report

[Stephen Cochran]

I just took a quick look to see if I could see where the Transaction is
created for editing the TimeWorked field in the Ticket Basics.Traced it as
follows Ticket/Modify.html -> Web.pm::ProcessTicketBasics() ->
Web.pm::UpdateRecordObject() -> Record.pm::Update(), but that seems to be
it. I don't see what triggers a transaction in any of those functions.

Probably easier to disable the TimeWorked field in the
Ticket/Elements/EditBasics file so it can't be used by accident and train
users to put in a comment/reply.

Would be clean to simply have a transcation generated from modifying the
basic info update the TimeTaken field in the transaction to be the different
of old - new TimeWorked. Then all time info could be pulled from the
transaction table easily.

Steve


On Tue, Mar 3, 2009 at 10:38 AM, Alex Young
wrote:

>  Its been suggested to make the Ticket.TimeWorked field uneditable by
> users. That would stop anyone from editing the field directly, and it would
> only change when adding or subtracted time worked in a transaction. Besides,
> if youre removing time from a ticket you should be saying why youre removing
> time. Same for adding time.
>
>
>
> Stephen, dont forget to *reply to all* if you want the list to see your
> replies. (Which I think you do)
>
>
>
>
>
> *From:* Stephen Cochran [mailto:stephen.a.cochran.li...@cahir.net]
> *Sent:* 03 March 2009 15:33
>
> *To:* Alex Young
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
>
> You could use the same logic and not restrict on resolved, but not sure how
> you'd know not to double-count any time put in by adjusting the
> Tickets.TimeWorked directly. It could also be adjusted downwards as well,
> which raises all sorts of other questions about where that would get
> subtracted from. Adjustments made to TimeWorked do cause a transaction to be
> created, it just doesn't populate the TimeTaken field of the transaction.
>
> Now that I think about it, that might be the simplest solution, beacuse
> most of the complexity comes from trying to accurately deal with direct
> adjustments made to the Tickets.TimeWorked field.
>
> Anyone from BestP that could weigh in on the consequences of having a
> change to TimeWorked also record the different in Transactions.TimeTaken?
>
>  On Tue, Mar 3, 2009 at 9:52 AM, Alex Young <
> alexyo...@scoutsolutions.co.uk> wrote:
>
> Looks like that would work to me. Though I would need to get the time taken
> no matter what the status is as I was aiming at pulling the info out for
> time sheets for the developers and support department so the accounts
> department can invoice clients. At the moment RT users are putting all their
> work in RT, and then putting their time in a separate timesheet, which
> management then compile and give to accounts.
>
>
>
> It would be very useful to have a time sheet extension for this purpose,
> and most of the code and info must already be available in RT to do this.
>
>
>
>
>
>
>
> *From:* Stephen Cochran [mailto:stephen.a.cochran.li...@cahir.net]
> *Sent:* 03 March 2009 14:27
> *To:* Alex Young
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Thinking through this, the only way to be completely accurate list of time
> spend in some given time_window would be the following (in psudo sql):
>
> # total time worked in time_window from transactions
> select SUM(Transactions.TimeTaken) from ...
> where (Tickets.status = open or stalled or new) and
> Transactions.Created is within time_window
>
> +
>
> # get total time worked from tickets resolved in time_window
> select Tickets.TimeWorked from 
> where (Tickets.status = resolved) and
> Tickets.Resolved is within time_window
>
> -
>
> # subtract time from all transactions from tickets resolved in time_window
> select SUM(Transactions.TimeTaken) from ...
> where (Tickets.status = resolved) and
> Tickets.Resolved is within time_window and
> Transactions.ObjectId = Tickets.id
>
> This will capture all times entered directly into the TimeWorked field of
> the ticket as occurring during the time_window when the ticket was resolved.
> Probably fairly accurate, and would never be double counted.
>
> Anyone see a flaw in this? Still think this is harder than it should be.
> Explains why RT hasn't had these reports already ;)
>
> On Tue, Mar 3, 2009 at 4:28 AM, Alex Young 
> wrote:
>
> I had a bit of a go at doing this myself. It needs some more work as it
> doesnt take into account if time has been removed from a ticket. It happens
> sometimes because of typos etc.
>
>
>
> If you get anywhere with this please share it, as I havent had the time to
> work on it further.
>
>
>
> PRNumber is an internal reference number that we book client work too, so
> you wont need that, or you can change it for something else.
>
>
>
> SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)',
> Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS 'Queue
> Name', Transactions.ObjectId AS 'Ticket ID',
>
> (select ObjectCustomFieldValues.

Re: [rt-users] Time Worked Report

[Kenneth Crocker]

Alex,


We have many group managers that want a time report by cycle (week or 
month). I figured we would just create a new Table (Called Time_Cycle). 
Then, write a cron job to run every month that would put put the time 
worked for the month in the appropriate cycle bucket. If the amount was 
the same as last month, it would put in the difference, otherwise, it 
would enter 0. That way, an SQL report could look at the table and see 
the actual time worked per month on a ticket.
I haven't seen or heard anything about an enhancement to basic RT to do 
this, so it would have to be at your own risk.


Kenn
LBNL

On 3/3/2009 6:52 AM, Alex Young wrote:
> Looks like that would work to me. Though I would need to get the time 
> taken no matter what the status is as I was aiming at pulling the info 
> out for time sheets for the developers and support department so the 
> accounts department can invoice clients. At the moment RT users are 
> putting all their work in RT, and then putting their time in a separate 
> timesheet, which management then compile and give to accounts.
> 
>  
> 
> It would be very useful to have a time sheet extension for this purpose, 
> and most of the code and info must already be available in RT to do this.
> 
>  
> 
>  
> 
>  
> 
> *From:* Stephen Cochran [mailto:stephen.a.cochran.li...@cahir.net]
> *Sent:* 03 March 2009 14:27
> *To:* Alex Young
> *Subject:* Re: [rt-users] Time Worked Report
> 
>  
> 
> Thinking through this, the only way to be completely accurate list of 
> time spend in some given time_window would be the following (in psudo sql):
> 
> # total time worked in time_window from transactions
> select SUM(Transactions.TimeTaken) from ...
> where (Tickets.status = open or stalled or new) and
> Transactions.Created is within time_window
> 
> +
> 
> # get total time worked from tickets resolved in time_window
> select Tickets.TimeWorked from 
> where (Tickets.status = resolved) and
> Tickets.Resolved is within time_window
> 
> -
> 
> # subtract time from all transactions from tickets resolved in time_window
> select SUM(Transactions.TimeTaken) from ...
> where (Tickets.status = resolved) and
> Tickets.Resolved is within time_window and
> Transactions.ObjectId = Tickets.id
> 
> This will capture all times entered directly into the TimeWorked field 
> of the ticket as occurring during the time_window when the ticket was 
> resolved. Probably fairly accurate, and would never be double counted.
> 
> Anyone see a flaw in this? Still think this is harder than it should be. 
> Explains why RT hasn't had these reports already ;)
> 
> On Tue, Mar 3, 2009 at 4:28 AM, Alex Young 
> mailto:alexyo...@scoutsolutions.co.uk>> 
> wrote:
> 
> I had a bit of a go at doing this myself. It needs some more work as it 
> doesnt take into account if time has been removed from a ticket. It 
> happens sometimes because of typos etc.
> 
>  
> 
> If you get anywhere with this please share it, as I havent had the time 
> to work on it further.
> 
>  
> 
> PRNumber is an internal reference number that we book client work too, 
> so you wont need that, or you can change it for something else.
> 
>  
> 
> SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)', 
> Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS 
> 'Queue Name', Transactions.ObjectId AS 'Ticket ID',
> 
> (select ObjectCustomFieldValues.Content from ObjectCustomFieldValues 
> where ObjectCustomFieldValues.CustomField = '11' and 
> Transactions.ObjectId = ObjectCustomFieldValues.ObjectId order by 
> ObjectCustomFieldValues.id desc LIMIT 1) AS PRNumber
> 
> FROM Transactions
> 
> LEFT JOIN Users
> 
> ON Transactions.Creator = Users.Id
> 
> LEFT JOIN Tickets
> 
> ON Transactions.ObjectId = Tickets.id
> 
> LEFT JOIN Queues
> 
> ON Tickets.Queue = Queues.Id
> 
> WHERE Transactions.TimeTaken !=0
> 
> AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created
> 
> GROUP BY Subject;
> 
>  
> 
>  
> 
> *From:* rt-users-boun...@lists.bestpractical.com 
>  
> [mailto:rt-users-boun...@lists.bestpractical.com 
> ] *On Behalf Of 
> *Stephen Cochran
> *Sent:* 03 March 2009 05:01
> *To:* rt Users
> *Subject:* [rt-users] Time Worked Report
> 
>  
> 
> 
> I've written a sql query to pull out the time worked for all tickets 
> resolved in the last week among other things. The problem with this is 
> that it doesn't give a complete picture of time worked for any given 
> week since a ticket could have had time worked put in as part of a 
> transaction but the ticket might still be open. I could query the 
> Transactions table for the TimeTaken field, but that could lead to 
> double-counting if any of those transactions are part of a resolved ticket.
> 
> I know I could work through the db/sql and find the right query to pull 
> out the time worked in the last week, but I'm wondering if someone else 
> has

Re: [rt-users] Self service shows more queue's than it should

[who else]

Drew Barnes wrote:
> 
> 
> 
> who else wrote:
>> I tried a lot to get self service working like this:
>>
>> unpriv logs in and clicks on "create ticket".
>> User is presented with just the queue's he has access to, but he will see
>> always all queue's, not just the three he is entitled to.
>>
>> ShowQueue has been globally set for just the groups, where this user is
>> member of.
>>   
> 
> If this was meant as I read it, you gave them a global ability to see 
> queues which I believe means they can see all queues.
> 
>> I am pretty sure i am missing something, but after crawling through tons
>> of
>> setting pages in rt, i seem to be lost.
>>
>> If someone can show me the direction and lead me a bit back on the way,
>> i'd
>> really appreciate.
>>
>> Thanks!
>>
>> w_e
>> 
> 
> 


Hmmm. i gave the member of the group global rights to see some groups, but
not all. Now i revoked all that rights and gave each queue a groupright to
view the according queue ie the queue audio is able to see the queue audio,
and now it works as intended. Phee.

Thank you for getting me back on track :-)

w_e
-- 
View this message in context: 
http://www.nabble.com/Self-service-shows-more-queue%27s-than-it-should-tp22312158p22313825.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

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Re: [rt-users] Stop emails being sent for certain email addresses

[Rob Munsch]

>>> Presently we have several servers which send a notification email to our
>>> RT instance.  I just wondered does anyone no of a way that we can prevent
>>> auto-replies and resolved emails going to these email addresses.  The reason

Hi Aaron,

I believe this is what you are looking for:

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

You define an array of emails that are never to get a reply

 my @exceptionList = ('ro...@automated.sys',
 'cyb...@sky.net');

in the condition, and replies still go out to anyone not in that
array.  I'd imagine it would be easy to use on actions other than
ticket create, as well.

-- 
/chown -R us:us /yourbase
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Re: [rt-users] Self service shows more queue's than it should

[Drew Barnes]

who else wrote:
> I tried a lot to get self service working like this:
>
> unpriv logs in and clicks on "create ticket".
> User is presented with just the queue's he has access to, but he will see
> always all queue's, not just the three he is entitled to.
>
> ShowQueue has been globally set for just the groups, where this user is
> member of.
>   

If this was meant as I read it, you gave them a global ability to see 
queues which I believe means they can see all queues.

> I am pretty sure i am missing something, but after crawling through tons of
> setting pages in rt, i seem to be lost.
>
> If someone can show me the direction and lead me a bit back on the way, i'd
> really appreciate.
>
> Thanks!
>
> w_e
>   

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

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Re: [rt-users] Time Worked Report

[Stephen Cochran]

You could use the same logic and not restrict on resolved, but not sure how
you'd know not to double-count any time put in by adjusting the
Tickets.TimeWorked directly. It could also be adjusted downwards as well,
which raises all sorts of other questions about where that would get
subtracted from. Adjustments made to TimeWorked do cause a transaction to be
created, it just doesn't populate the TimeTaken field of the transaction.

Now that I think about it, that might be the simplest solution, beacuse most
of the complexity comes from trying to accurately deal with direct
adjustments made to the Tickets.TimeWorked field.

Anyone from BestP that could weigh in on the consequences of having a change
to TimeWorked also record the different in Transactions.TimeTaken?

On Tue, Mar 3, 2009 at 9:52 AM, Alex Young
wrote:

>  Looks like that would work to me. Though I would need to get the time
> taken no matter what the status is as I was aiming at pulling the info out
> for time sheets for the developers and support department so the accounts
> department can invoice clients. At the moment RT users are putting all their
> work in RT, and then putting their time in a separate timesheet, which
> management then compile and give to accounts.
>
>
>
> It would be very useful to have a time sheet extension for this purpose,
> and most of the code and info must already be available in RT to do this.
>
>
>
>
>
>
>
> *From:* Stephen Cochran [mailto:stephen.a.cochran.li...@cahir.net]
> *Sent:* 03 March 2009 14:27
> *To:* Alex Young
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Thinking through this, the only way to be completely accurate list of time
> spend in some given time_window would be the following (in psudo sql):
>
> # total time worked in time_window from transactions
> select SUM(Transactions.TimeTaken) from ...
> where (Tickets.status = open or stalled or new) and
> Transactions.Created is within time_window
>
> +
>
> # get total time worked from tickets resolved in time_window
> select Tickets.TimeWorked from 
> where (Tickets.status = resolved) and
> Tickets.Resolved is within time_window
>
> -
>
> # subtract time from all transactions from tickets resolved in time_window
> select SUM(Transactions.TimeTaken) from ...
> where (Tickets.status = resolved) and
> Tickets.Resolved is within time_window and
> Transactions.ObjectId = Tickets.id
>
> This will capture all times entered directly into the TimeWorked field of
> the ticket as occurring during the time_window when the ticket was resolved.
> Probably fairly accurate, and would never be double counted.
>
> Anyone see a flaw in this? Still think this is harder than it should be.
> Explains why RT hasn't had these reports already ;)
>
>  On Tue, Mar 3, 2009 at 4:28 AM, Alex Young <
> alexyo...@scoutsolutions.co.uk> wrote:
>
> I had a bit of a go at doing this myself. It needs some more work as it
> doesnt take into account if time has been removed from a ticket. It happens
> sometimes because of typos etc.
>
>
>
> If you get anywhere with this please share it, as I havent had the time to
> work on it further.
>
>
>
> PRNumber is an internal reference number that we book client work too, so
> you wont need that, or you can change it for something else.
>
>
>
> SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)',
> Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS 'Queue
> Name', Transactions.ObjectId AS 'Ticket ID',
>
> (select ObjectCustomFieldValues.Content from ObjectCustomFieldValues where
> ObjectCustomFieldValues.CustomField = '11' and Transactions.ObjectId =
> ObjectCustomFieldValues.ObjectId order by ObjectCustomFieldValues.id desc
> LIMIT 1) AS PRNumber
>
> FROM Transactions
>
> LEFT JOIN Users
>
> ON Transactions.Creator = Users.Id
>
> LEFT JOIN Tickets
>
> ON Transactions.ObjectId = Tickets.id
>
> LEFT JOIN Queues
>
> ON Tickets.Queue = Queues.Id
>
> WHERE Transactions.TimeTaken !=0
>
> AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created
>
> GROUP BY Subject;
>
>
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Stephen Cochran
> *Sent:* 03 March 2009 05:01
> *To:* rt Users
> *Subject:* [rt-users] Time Worked Report
>
>
>
>
> I've written a sql query to pull out the time worked for all tickets
> resolved in the last week among other things. The problem with this is that
> it doesn't give a complete picture of time worked for any given week since a
> ticket could have had time worked put in as part of a transaction but the
> ticket might still be open. I could query the Transactions table for the
> TimeTaken field, but that could lead to double-counting if any of those
> transactions are part of a resolved ticket.
>
> I know I could work through the db/sql and find the right query to pull out
> the time worked in the last week, but I'm wondering if someone else has
> already done it so I can save myself the trouble.
>
>

[rt-users] Self service shows more queue's than it should

[who else]

I tried a lot to get self service working like this:

unpriv logs in and clicks on "create ticket".
User is presented with just the queue's he has access to, but he will see
always all queue's, not just the three he is entitled to.

ShowQueue has been globally set for just the groups, where this user is
member of.

I am pretty sure i am missing something, but after crawling through tons of
setting pages in rt, i seem to be lost.

If someone can show me the direction and lead me a bit back on the way, i'd
really appreciate.

Thanks!

w_e
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Re: [rt-users] N newest tickets on RT at A glance shows only m

[Kevin Falcone]

On Mar 3, 2009, at 9:19 AM, Igor Mosyagin wrote:
> Found a strage behavior of RT since more queues and permission- 
> specific groups were created. I'm new to list, but was unable to  
> found anything familiar there or any solutions on the net. The  
> problem, however, is the same as described here: 
> http://www.gossamer-threads.com/lists/rt/users/82465 
>  . The brief summary follows:
>
> For example, 10 newest tickets are ten newest global tickets, which  
> then are filtered using user-defined permissions, resulting in less  
> or none tickets shown. How can I change it behavior? Is this a bug  
> or a feature?
>
> Thanks in advance.
>
> I am using RT 3.8.1 on linux with mysql 5.0.75
>
> P.s. Proposed Set($UseSQLForACLChecks, 1); in RT_SiteConfig.pm  
> didn't solved my problem (I was also unable to found any info on  
> this variable in RT_Config.pm)
>
That config option was added in 3.8.2
Upgrade and try it again

-kevin

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Re: [rt-users] Time Worked Report

[Alex Young]

Its been suggested to make the Ticket.TimeWorked field uneditable by
users. That would stop anyone from editing the field directly, and it
would only change when adding or subtracted time worked in a
transaction. Besides, if youre removing time from a ticket you should be
saying why youre removing time. Same for adding time.

 

Stephen, dont forget to reply to all if you want the list to see your
replies. (Which I think you do)

 

 

From: Stephen Cochran [mailto:stephen.a.cochran.li...@cahir.net] 
Sent: 03 March 2009 15:33
To: Alex Young
Subject: Re: [rt-users] Time Worked Report

 


You could use the same logic and not restrict on resolved, but not sure
how you'd know not to double-count any time put in by adjusting the
Tickets.TimeWorked directly. It could also be adjusted downwards as
well, which raises all sorts of other questions about where that would
get subtracted from. Adjustments made to TimeWorked do cause a
transaction to be created, it just doesn't populate the TimeTaken field
of the transaction. 

Now that I think about it, that might be the simplest solution, beacuse
most of the complexity comes from trying to accurately deal with direct
adjustments made to the Tickets.TimeWorked field.

Anyone from BestP that could weigh in on the consequences of having a
change to TimeWorked also record the different in
Transactions.TimeTaken?



On Tue, Mar 3, 2009 at 9:52 AM, Alex Young
 wrote:

Looks like that would work to me. Though I would need to get the time
taken no matter what the status is as I was aiming at pulling the info
out for time sheets for the developers and support department so the
accounts department can invoice clients. At the moment RT users are
putting all their work in RT, and then putting their time in a separate
timesheet, which management then compile and give to accounts. 

 

It would be very useful to have a time sheet extension for this purpose,
and most of the code and info must already be available in RT to do
this.

 

 

 

From: Stephen Cochran [mailto:stephen.a.cochran.li...@cahir.net] 
Sent: 03 March 2009 14:27
To: Alex Young
Subject: Re: [rt-users] Time Worked Report

 

Thinking through this, the only way to be completely accurate list of
time spend in some given time_window would be the following (in psudo
sql):

# total time worked in time_window from transactions
select SUM(Transactions.TimeTaken) from ...
where (Tickets.status = open or stalled or new) and
Transactions.Created is within time_window

+ 

# get total time worked from tickets resolved in time_window
select Tickets.TimeWorked from 
where (Tickets.status = resolved) and
Tickets.Resolved is within time_window

- 

# subtract time from all transactions from tickets resolved in
time_window
select SUM(Transactions.TimeTaken) from ...
where (Tickets.status = resolved) and
Tickets.Resolved is within time_window and
Transactions.ObjectId = Tickets.id

This will capture all times entered directly into the TimeWorked field
of the ticket as occurring during the time_window when the ticket was
resolved. Probably fairly accurate, and would never be double counted.

Anyone see a flaw in this? Still think this is harder than it should be.
Explains why RT hasn't had these reports already ;)

On Tue, Mar 3, 2009 at 4:28 AM, Alex Young
 wrote:

I had a bit of a go at doing this myself. It needs some more work as it
doesnt take into account if time has been removed from a ticket. It
happens sometimes because of typos etc.

 

If you get anywhere with this please share it, as I havent had the time
to work on it further.

 

PRNumber is an internal reference number that we book client work too,
so you wont need that, or you can change it for something else.

 

SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)',
Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS
'Queue Name', Transactions.ObjectId AS 'Ticket ID',

(select ObjectCustomFieldValues.Content from ObjectCustomFieldValues
where ObjectCustomFieldValues.CustomField = '11' and
Transactions.ObjectId = ObjectCustomFieldValues.ObjectId order by
ObjectCustomFieldValues.id desc LIMIT 1) AS PRNumber

FROM Transactions

LEFT JOIN Users

ON Transactions.Creator = Users.Id

LEFT JOIN Tickets

ON Transactions.ObjectId = Tickets.id

LEFT JOIN Queues

ON Tickets.Queue = Queues.Id

WHERE Transactions.TimeTaken !=0

AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created

GROUP BY Subject;

 

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Stephen
Cochran
Sent: 03 March 2009 05:01
To: rt Users
Subject: [rt-users] Time Worked Report

 


I've written a sql query to pull out the time worked for all tickets
resolved in the last week among other things. The problem with this is
that it doesn't give a complete picture of time worked for any given
week since a ticket could have had time worked put in as part of a
transaction but the ticket might still be open. I cou

Re: [rt-users] QueryBuilder : what happened today?

[Jay R. Ashworth]

- "Andrea Perotti"  wrote:
>   is there any variable, in the query builder, I can use to specify
> the current day?
> 
> It'll be useful, to save a search to show, at the end of the day, all
> the ticket closed.

Yes, yes it is.

All date/time fields accept perl standard date specifications, which are
pretty close to Plain English; that is: you can say "today", "yesterday",
"next thursday 1pm", etc.

The wiki has a fuller treatment of this; if you haven't already checked out 
the UserManual, please do...

Cheers,
-- jra

-- 
Jay R. Ashworth   Baylink  j...@baylink.com
Designer The Things I Think   RFC 2100
Ashworth & Associates http://baylink.pitas.com '87 e24
St Petersburg FL USA  http://photo.imageinc.us +1 727 647 1274

I wondered "Why is that Frisbee getting bigger?"  And then it hit me.
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[rt-users] QueryBuilder : what happened today?

[Andrea Perotti]

Hi all,
is there any variable, in the query builder, I can use to specify the
current day?

It'll be useful, to save a search to show, at the end of the day, all
the ticket closed.


cheers

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


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Re: [rt-users] Notify on Create

[Matt Zagrabelny]

On Tue, 2009-03-03 at 08:46 -0500, Ray Wadkins wrote:
> My users are creating tickets and assigning them to owners.
> Unfortuately, I can’t figure out the right scrip to have RT notify the
> assigned owner that a ticket has been created for them.  Are there any
> suggestions/examples.

Condition: "On Create"
Action:"Notify Owner"
Template:  "Global template: Transaction"
Stage: "TransactionCreate"

-- 
Matt Zagrabelny - mzagr...@d.umn.edu - (218) 726 8844
University of Minnesota Duluth
Information Technology Systems & Services
PGP key 1024D/84E22DA2 2005-11-07
Fingerprint: 78F9 18B3 EF58 56F5 FC85  C5CA 53E7 887F 84E2 2DA2

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lose.
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Re: [rt-users] Time Worked Report

[Alex Young]

Looks like that would work to me. Though I would need to get the time
taken no matter what the status is as I was aiming at pulling the info
out for time sheets for the developers and support department so the
accounts department can invoice clients. At the moment RT users are
putting all their work in RT, and then putting their time in a separate
timesheet, which management then compile and give to accounts. 

 

It would be very useful to have a time sheet extension for this purpose,
and most of the code and info must already be available in RT to do
this.

 

 

 

From: Stephen Cochran [mailto:stephen.a.cochran.li...@cahir.net] 
Sent: 03 March 2009 14:27
To: Alex Young
Subject: Re: [rt-users] Time Worked Report

 

Thinking through this, the only way to be completely accurate list of
time spend in some given time_window would be the following (in psudo
sql):

# total time worked in time_window from transactions
select SUM(Transactions.TimeTaken) from ...
where (Tickets.status = open or stalled or new) and
Transactions.Created is within time_window

+ 

# get total time worked from tickets resolved in time_window
select Tickets.TimeWorked from 
where (Tickets.status = resolved) and
Tickets.Resolved is within time_window

- 

# subtract time from all transactions from tickets resolved in
time_window
select SUM(Transactions.TimeTaken) from ...
where (Tickets.status = resolved) and
Tickets.Resolved is within time_window and
Transactions.ObjectId = Tickets.id

This will capture all times entered directly into the TimeWorked field
of the ticket as occurring during the time_window when the ticket was
resolved. Probably fairly accurate, and would never be double counted.

Anyone see a flaw in this? Still think this is harder than it should be.
Explains why RT hasn't had these reports already ;)



On Tue, Mar 3, 2009 at 4:28 AM, Alex Young
 wrote:

I had a bit of a go at doing this myself. It needs some more work as it
doesnt take into account if time has been removed from a ticket. It
happens sometimes because of typos etc.

 

If you get anywhere with this please share it, as I havent had the time
to work on it further.

 

PRNumber is an internal reference number that we book client work too,
so you wont need that, or you can change it for something else.

 

SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)',
Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS
'Queue Name', Transactions.ObjectId AS 'Ticket ID',

(select ObjectCustomFieldValues.Content from ObjectCustomFieldValues
where ObjectCustomFieldValues.CustomField = '11' and
Transactions.ObjectId = ObjectCustomFieldValues.ObjectId order by
ObjectCustomFieldValues.id desc LIMIT 1) AS PRNumber

FROM Transactions

LEFT JOIN Users

ON Transactions.Creator = Users.Id

LEFT JOIN Tickets

ON Transactions.ObjectId = Tickets.id

LEFT JOIN Queues

ON Tickets.Queue = Queues.Id

WHERE Transactions.TimeTaken !=0

AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created

GROUP BY Subject;

 

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Stephen
Cochran
Sent: 03 March 2009 05:01
To: rt Users
Subject: [rt-users] Time Worked Report

 


I've written a sql query to pull out the time worked for all tickets
resolved in the last week among other things. The problem with this is
that it doesn't give a complete picture of time worked for any given
week since a ticket could have had time worked put in as part of a
transaction but the ticket might still be open. I could query the
Transactions table for the TimeTaken field, but that could lead to
double-counting if any of those transactions are part of a resolved
ticket. 

I know I could work through the db/sql and find the right query to pull
out the time worked in the last week, but I'm wondering if someone else
has already done it so I can save myself the trouble.

Thanks, 
Steve

 

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[rt-users] N newest tickets on RT at A glance shows only m

[Igor Mosyagin]

Hello there.

Found a strage behavior of RT since more queues and permission-specific
groups were created. I'm new to list, but was unable to found anything
familiar there or any solutions on the net. The problem, however, is the
same as described here:
http://www.gossamer-threads.com/lists/rt/users/82465. The brief
summary follows:

For example, 10 newest tickets are ten newest global tickets, which then are
filtered using user-defined permissions, resulting in less or none tickets
shown. How can I change it behavior? Is this a bug or a feature?

Thanks in advance.

I am using RT 3.8.1 on linux with mysql 5.0.75

P.s. Proposed Set($UseSQLForACLChecks, 1); in RT_SiteConfig.pm didn't solved
my problem (I was also unable to found any info on this variable in
RT_Config.pm)
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[rt-users] Notify on Create

[Ray Wadkins]

My users are creating tickets and assigning them to owners.  Unfortuately, I
can't figure out the right scrip to have RT notify the assigned owner that a
ticket has been created for them.  Are there any suggestions/examples.

 

Ray Wadkins
Michael C. Fina 
Phone: 718-609-8519
Email: rwadk...@mcfina.com
www.mcfawards.com

ONE SOURCE
TOTAL RECOGNITION


-

The information contained in this email is strictly confidential and subject
to the Confidentiality Notice at  
www.mcfina.com/emailpolicy



P Please consider the environment before choosing to print this e-mail.

 

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Re: [rt-users] Time Worked Report

[Stephen Cochran]

Just thought of another situation where it gets tricky...if the "Time
Worked" is input in the Basics of the ticket itself, it doesn't log in a
transaction either. So only looking in the Transactions would potentially be
missing something.




On Tue, Mar 3, 2009 at 12:01 AM, Stephen Cochran <
stephen.a.cochran.li...@cahir.net> wrote:

>
> I've written a sql query to pull out the time worked for all tickets
> resolved in the last week among other things. The problem with this is that
> it doesn't give a complete picture of time worked for any given week since a
> ticket could have had time worked put in as part of a transaction but the
> ticket might still be open. I could query the Transactions table for the
> TimeTaken field, but that could lead to double-counting if any of those
> transactions are part of a resolved ticket.
>
> I know I could work through the db/sql and find the right query to pull out
> the time worked in the last week, but I'm wondering if someone else has
> already done it so I can save myself the trouble.
>
> Thanks,
> Steve
>
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Re: [rt-users] 382 Shredder deleting tickets and attachments?

[Tim Cutts]

On 27 Feb 2009, at 6:36 pm, Paul Hirose wrote:

> So should rt-shredder *NOT* be used?  Should the instructions in the  
> wiki be used instead?
>
> Separately, how do I delete Reminders?  After I deleted all tix (or  
> so I thought), I still had a couple Reminders in the DB.  Should  
> Reminders get deleted along w/Tix as well?
>

I've found shredder reasonably reliable for deleting tickets.  I've  
found it to be much less reliable for deleting users... I'd quite like  
to clear out all of the users which get created for spam tickets which  
make it through, but I've had some difficulty.  I'd have thought the  
following procedure should work, in theory:

1)  Set status of spam tickets to deleted
2)  Use shredder to permanently remove tickets which are marked  
deleted (which works fine)
3)  Use shredder to remove those users who are not associated with any  
tickets (i.e. the no_tickets option to the users plugin)

This last step is where it falls down.  I've tried it, and for some  
reason it still ends up deleting some tickets, which rather suggests  
that the no_tickets rule in the users plugin doesn't quite work  
properly.  I  haven't yet found the time to hunt down the reason  
though, I'm afraid,

Tim


-- 
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 Limited, a charity registered in England with number 1021457 and a 
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[rt-users] Errors in apache logs after db migration.

[Potla, Ashish Bassaliel]

Hi All,
Over the weekend I have migrated the data on my db to another instance with the 
NLS_CHARSET to be AL32UTF8.

This I have done because, a new group of users from china has decided to use RT 
and they send emails with chinese characters in them. The db migration went 
well, I am able to see chinese characters getting stored in the db.

But when RT sends an email I see some problems crop up.

Scenario: 
On create
1. I have two scrips, one to notify admincc and one to send auto reply to 
requestor.
The auto replies are sent without any distortion but when it comes to the 
admincc email, the subject line is gibberish ie; its not chinese but some weird 
characters.

In the error_logs on apache I see a stack error as follows:

[Tue Mar  3 09:00:15 2009] [warning]: Use of uninitialized value in string eq 
at /opt/prj/rt/rt3/lib/RT/Record.pm line 1701. 
(/opt/prj/rt/rt3/lib/RT/Record.pm:1701)
[Tue Mar  3 09:00:22 2009] [error]: Could not convert attachment from assumed 
utf8 to 'gb2312' :Cannot decode string with wide characters at 
/opt/prj/rt/perl-5.8.8/lib/5.8.8/sun4-solaris-thread-multi/Encode.pm line 186.

Stack:
  [/opt/prj/rt/perl-5.8.8/lib/5.8.8/sun4-solaris-thread-multi/Encode.pm:186]
  [/opt/prj/rt/rt3/lib/RT/Attachment_Overlay.pm:300]
  [/opt/prj/rt/rt3/local/lib/RT/Action/SendEmail.pm:399]
  [/opt/prj/rt/rt3/local/lib/RT/Action/SendEmail.pm:140]
  [/opt/prj/rt/rt3/lib/RT/Action/Notify.pm:67]
  [/opt/prj/rt/rt3/lib/RT/ScripAction_Overlay.pm:234]
  [/opt/prj/rt/rt3/lib/RT/Scrip_Overlay.pm:478]
  [/opt/prj/rt/rt3/lib/RT/Scrips_Overlay.pm:239]
  [/opt/prj/rt/rt3/lib/RT/Transaction_Overlay.pm:173]
  [/opt/prj/rt/perl-5.8.8/lib/site_perl/5.8.8/Hook/LexWrap.pm:41]
  [/opt/prj/rt/rt3/lib/RT/Record.pm:1461]
  [/opt/prj/rt/rt3/lib/RT/Ticket_Overlay.pm:746]
  [/opt/prj/rt/rt3/lib/RT/Interface/Email.pm:730]
  [/opt/prj/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] 
(/opt/prj/rt/rt3/lib/RT/Attachment_Overlay.pm:302)

This didnt happen when I was testing in development arena..  but is happening 
on production.
I have upgraded the Encode module to v2.26, the same I have on dev server.

I use: RT 3.6.5 on Oracle.
Any help or suggestions or thoughts wouldl be great!!

Best Regards,
-Ashish
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Re: [rt-users] Time Worked Report

[Alex Young]

I had a bit of a go at doing this myself. It needs some more work as it
doesnt take into account if time has been removed from a ticket. It
happens sometimes because of typos etc.

 

If you get anywhere with this please share it, as I havent had the time
to work on it further.

 

PRNumber is an internal reference number that we book client work too,
so you wont need that, or you can change it for something else.

 

SELECT distinct SUM(Transactions.TimeTaken) AS 'Time Taken (Mins)',
Transactions.Created, Users.RealName, Tickets.Subject, Queues.Name AS
'Queue Name', Transactions.ObjectId AS 'Ticket ID',

(select ObjectCustomFieldValues.Content from ObjectCustomFieldValues
where ObjectCustomFieldValues.CustomField = '11' and
Transactions.ObjectId = ObjectCustomFieldValues.ObjectId order by
ObjectCustomFieldValues.id desc LIMIT 1) AS PRNumber

FROM Transactions

LEFT JOIN Users

ON Transactions.Creator = Users.Id

LEFT JOIN Tickets

ON Transactions.ObjectId = Tickets.id

LEFT JOIN Queues

ON Tickets.Queue = Queues.Id

WHERE Transactions.TimeTaken !=0

AND DATE_SUB(CURDATE(),INTERVAL 15 DAY) <= Transactions.Created

GROUP BY Subject;

 

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Stephen
Cochran
Sent: 03 March 2009 05:01
To: rt Users
Subject: [rt-users] Time Worked Report

 


I've written a sql query to pull out the time worked for all tickets
resolved in the last week among other things. The problem with this is
that it doesn't give a complete picture of time worked for any given
week since a ticket could have had time worked put in as part of a
transaction but the ticket might still be open. I could query the
Transactions table for the TimeTaken field, but that could lead to
double-counting if any of those transactions are part of a resolved
ticket. 

I know I could work through the db/sql and find the right query to pull
out the time worked in the last week, but I'm wondering if someone else
has already done it so I can save myself the trouble.

Thanks, 
Steve

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