Re: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

[Steve O'Brien]

>What Scrip is causing this to occur?
How can you tell?
Steve
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Re: [rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

[Aaron Guise]

What Scrip is causing this to occur?

*Regards,*

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



On Thu, Mar 5, 2009 at 1:12 PM, Steve OBrien  wrote:

> We are seeing the Autoreply message and immediately a request was acted
> upon (although it is hard to tell what was done, in the tcket history
> they happen simultaneously.
>
> TIA,
> Steve
>
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[rt-users] Is it standard for AdminCc watchers to get 2 emails every time a ticket is created?

[Steve OBrien]

We are seeing the Autoreply message and immediately a request was acted
upon (although it is hard to tell what was done, in the tcket history
they happen simultaneously.

TIA,
Steve

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[rt-users] That principal is already a Requestor for this ticket (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2573)

[Paul Hirose]

I saw the above warning in my Apache 2.2.11 error_log file with RT-3.8.2 and 
MySQL-5.0.77.  I'm guessing from the text, that one of my Support staff tried 
to put the Requestor of the ticket as a CC or AdminCC or something like that?  
RT is simply informing me that the person is already a Requestor and therefore 
shouldn't or doesn't need to be in whatever other role the Support staff person 
tried to set the Requestor's user to?

PH

--
Paul Hirose  : pthir...@ucdavis.edu : Sysadm Motto: rm -fr /MyLife
1034 Academic Surge  : Programmer/Analyst   : Backup Motto : rm -fr /
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Re: [rt-users] Sending a notification from a scrip custom action

[Gene LeDuc]

Hi umm change+lists.rt,

Unless this has changed in the 3.8 line, you can't use a template to send 
an e-mail in a custom action.

The way I get around it is to use the custom action to set a trigger and 
then have another scrip (that uses that trigger as a custom condition) send 
the e-mail.

In our case, we don't use the priority field of the tickets for anything 
else, so my custom action assigns "5" to priority when I want to send an 
e-mail.  Then I have another scrip that sends the e-mail when the priority 
changes to "5".  You could use almost any unused field, or you could use a 
custom field.

Regards,
Gene

At 12:22 PM 3/4/2009, change+lists...@nightwind.net wrote:
>How would I send a notification using a template from within a scrip
>custom action?
>
>The users for one RT instance I'm setting up wants to allow
>correspondence on existing tickets via email, but not allow new tickets
>to be created by email (there are some important mandatory custom fields
>they want the user to fill out in the web interface).  I've changed the
>default autoreply-on-create scrip to only reply for tickets not created
>by email, and set up a new scrip that will check for new tickets created
>by email and delete them.  I want it to also send a notification to the
>ticket creator advising them to use the web interface instead.
>
>(If there's a better way to do this, I'm open to ideas)


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University 

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Re: [rt-users] Ticket Insertion Issues

[Tom Lahti]

Brandon Rogge wrote:
> Hi -
> 
> I have custom scripts that create new RT tickets by inserting a manual
> INSERT record into the 'Tickets' table.

Simple answer: don't do that.  Even if you solve your immediate problem,
your scripts can't be future proof and may (will) break with RT upgrades.

Use the REST interface instead.  If using perl, see RT::Client::REST on
CPAN.  For ruby... wait another week and a gem will be available.

-- 
-- 
   Tom Lahti
   BIT Statement LLC

   (425)251-0833 x 117
   http://www.bitstatement.net/
-- 
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[rt-users] RT Query

[Kenneth Crocker]

To all & Jesse,


I have wondered if it would be RT Query could be enhanced to allow two 
things:

1) The ability to search for Queues with the "LIKE" command.
Reason; I have several groups that have more than 15 queues (1 has 52 
Queues) under their management. In order for them to write a query to 
look at ALL the queues they are responsible for, they have to include 
EACH QUEUE by name in the SQL, rather than Queue like "BTS-" and get all 
  Queues that start with "BTS-". That would save a bit of code and time.

2) Add the ability to get history records from RT. We allow different 
types of date, why not allow transactions records with type = comment" 
or "correspond", etc.?
Reason; my users want to get some queries that show the comments 
they've made on tickets.

Right now, I am having to create some non-normalized views of the RT 
data so they can create these kind of queries OUTSIDE of RT. I'd prefer 
to keep them INSIDE RT.

Is it possible to put these type of options in rt 3.8.3 or 3.8.4?


Kenn
LBNL

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[rt-users] Ticket Insertion Issues

[Brandon Rogge]

Hi -

I have custom scripts that create new RT tickets by inserting a manual INSERT 
record into the 'Tickets' table.This has worked for us in the past, however 
if we do it this way, we are unable to do the following


-  Change its category

-  Change its owner

Basically, we can reply to the ticket and close it, but that's about it.It 
errors out with a SQL statement when trying to change owners.Attached is 
the full SQL query, it seems it's missing GroupMember ID, so
I suppose I have to insert a record into another table for it to play nice.

  1 Query   SELECT  * FROM Tickets WHERE id = '34956'
  1 Query   SELECT  * FROM Users WHERE id = '102618'
  1 Query   SELECT  * FROM Queues WHERE id = '1'

  1 Query   SELECT ACL.id, ACL.ObjectType, ACL.ObjectId 
FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR 
ACL.RightName = 'ModifyTicket') AND Principals.id = ACL.PrincipalId AND 
Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND 
CachedGroupMembers.GroupId  = ACL.PrincipalId AND CachedGroupMembers.GroupId  = 
Principals.id AND CachedGroupMembers.MemberId = 102618 AND 
CachedGroupMembers.Disabled = 0  AND ((ACL.ObjectType = 'RT::System' AND 
ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR 
(ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 34956)) LIMIT 1

  1 Query   SELECT ACL.id, ACL.ObjectType, ACL.ObjectId 
FROM ACL, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR 
ACL.RightName = 'OwnTicket') AND Principals.id = ACL.PrincipalId AND 
Principals.PrincipalType = 'Group' AND Principals.Disabled = 0 AND 
CachedGroupMembers.GroupId  = ACL.PrincipalId AND CachedGroupMembers.GroupId  = 
Principals.id AND CachedGroupMembers.MemberId = 102618 AND 
CachedGroupMembers.Disabled = 0  AND ((ACL.ObjectType = 'RT::System' AND 
ACL.ObjectId = 1) OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = 1) OR 
(ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = 34956)) LIMIT 1


  1 Query   SELECT  * FROM Groups WHERE Instance = 
'34956' AND Type = 'Owner' AND Domain = 'RT::Ticket-Role'
  1 Query   SELECT main.* FROM GroupMembers.main  WHERE 
(main.GroupId = )
  1 Query   SELECT 
RELEASE_LOCK('Apache-Session-742dc9bf13d6e193159d5960231dc916')
  1 Query   rollback
  1 Query   set autocommit=1

Any suggestions you can provide would be helpful.

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[rt-users] Rights to change subject?

[John Arends]

What rights do you need to change the subject on a ticket after it has 
been created? I have a group that is unable to change the subject, but 
they have the rights that to me make sense for being able to change 
subjects:

CommentOnTicket
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
Watch

To me it seems like ModifyTicket would do the trick.


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Re: [rt-users] RT Query help with comments

[Kenneth Crocker]

Matt,


THANKS! I'll take a look and see what I can do.


Kenn
LBNL

On 3/4/2009 12:00 PM, Matt Hoover wrote:
> Ken-
> 
> I have customized the export report found in 
> 'share/html/Search/Results.tsv'.  I created a new file and added this 
> section to pull the last correspondence.  You could easily change it to 
> fit comments:
> 
> # #
> my $Transactions = $Ticket->Transactions;
>  $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
>  $Transactions->OrderByCols (
>{ FIELD => 'Created',  ORDER => 'DESC' },
>{ FIELD => 'id', ORDER => 'DESC' },
>);
> 
>  my $last_reply = ''; 
>  my $CorrespondObj = $Transactions->First;
>  if( $CorrespondObj && $CorrespondObj->id ) {
>$last_reply= $CorrespondObj->Content;
>  }
>
> $row->{'last_reply'} = $last_reply;
> # #
> 
> push @rows, $row;
> 
> 
> That might help you to come up with an export anyhow 
> 
> Matt
> 
> On Wed, Mar 4, 2009 at 10:15 AM, Kenneth Crocker  > wrote:
> 
> To all,
> 
> 
>So far, I've been able to develop every kind of query/report
> my users
> have asked for. Now someone wants a Query/report that would include the
> comments (only. Not any email, etc.) in the results. I have not been
> able to find that option in Query builder. Has anyone developed a query
> that will pull up comments? Thanks.
> 
> 
> Kenn
> LBNL
> 
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Re: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?"

[Kenneth Crocker]

Jo Rhett,


I agree with Jesse. Although it is a pain in the rump to have to go 
thru 2 steps to re-assign a ticket, I am of the mind that when you 
lossen the the reins of ownership (and for that matter let too many 
users have the "ModifyTicket" right.) you run the risk of "owners" 
undoing each others work. We allow only 2 users to have the 
"ModifyTicket" right, Owners and the AdminCc (which for us is the Queue 
Manager). We only allow the Queue manager to have the "StealTicket" 
right. The reason is that for us, tight control of tickets and the work 
on them is critical. We just can't allow users the ability to point at 
one another and say "he did it".
Obviously, there are MANY RT installations that are smaller and need 
WAY less control. However, I would prefer that we have a choice of 
"degree" for control, like in the RT_SiteConfig, rather than just 
opening it all up OR removing such features as "Bulk Update", which I 
use a lot when setting up new queues or when a queue needs to do a mass 
change to a CF or something.
just a thought.


Kenn
LBNL

On 3/4/2009 11:33 AM, Jesse Vincent wrote:
> 
> 
> On Wed  4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote:
>> Reading the code in Ticket_Overlay around line 2730-2750 it would  
>> appear that this is deliberate.  For someone to reassign a ticket to  
>> someone else on their reply, they must be the current owner.  For me  
>> to take it back and close it, I need to separately Steal it, then  
>> Resolve it.
>>
>> Would you accept a patch that allows implicit Steal like this?
>>
> 
> Nope. That would entirely defeat ownership-as-locking. 
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Re: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?"

[Jo Rhett]

On Mar 4, 2009, at 11:33 AM, Jesse Vincent wrote:
> On Wed  4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote:
>> Reading the code in Ticket_Overlay around line 2730-2750 it would
>> appear that this is deliberate.  For someone to reassign a ticket to
>> someone else on their reply, they must be the current owner.  For me
>> to take it back and close it, I need to separately Steal it, then
>> Resolve it.
>>
>> Would you accept a patch that allows implicit Steal like this?
>>
> Nope. That would entirely defeat ownership-as-locking.


Ownership doesn't lock.  Anyone can update any ticket.

And more to the point, that's exactly how we want it.  Anyone can  
reply to any ticket, anyone can update any ticket.  That's how its  
working today.

We'd actually like to see locking in the "someone is currently  
responding to this ticket" but I'm going to have to dig into the code  
and figure out how to make this happen.

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


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[rt-users] Sending a notification from a scrip custom action

[change+lists . rt]

How would I send a notification using a template from within a scrip
custom action?

The users for one RT instance I'm setting up wants to allow
correspondence on existing tickets via email, but not allow new tickets
to be created by email (there are some important mandatory custom fields
they want the user to fill out in the web interface).  I've changed the
default autoreply-on-create scrip to only reply for tickets not created
by email, and set up a new scrip that will check for new tickets created
by email and delete them.  I want it to also send a notification to the
ticket creator advising them to use the web interface instead.

(If there's a better way to do this, I'm open to ideas)
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Re: [rt-users] ObjectCustomFieldValues weirdness

[Stephen Cochran]

Disabled was the column I missed thanks. Now I won't get double
matches/count on some report queries by Category!

On Wed, Mar 4, 2009 at 1:29 PM, Kenneth Crocker  wrote:

> Stephen,
>
>
>Well, it could be a couple of things. First, and simplest, is the
> one with the earliest creation date may be disabled. You didn't show that
> field from the DataBase so I can't say for sure that is it. When a user
> changes the value for a CF (defined as "select one value") on a ticket, it
> keeps the old record and flags it as disabled and then creates a new one for
> the new value. You could find out about this by looking at your transaction
> table. It would most likely show there, since those kind of changes can be
> seen in a ticket's history.
>The other possibility is that the Custom Field was defined as
> "Select Multiple Values" and the user selected a single value and then
> selected another, or selected both at the same time. Either way, you will
> end up with two records for the same Custom Field for the same ticket and
> both will be enabled. Hope this helps.
>
> Kenn
> LBNL
>
> On 3/3/2009 9:12 PM, Stephen Cochran wrote:
>
>> 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 > 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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Re: [rt-users] WorkflowBuilderRules, approval on either approver

[Ruslan Zakirov]

Clkao may have comments.

However as far as I can see it should be:
Set($WorkflowBuilderRules,
{ 'CMR-approval' => [ [ 'IT Manager approval', 'IT Director approval'] ], }
);
One stage with multiple approvers.

On Wed, Mar 4, 2009 at 10:32 AM, Fred Blaise  wrote:
> 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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Re: [rt-users] RT Query help with comments

[Matt Hoover]

Ken-

I have customized the export report found in
'share/html/Search/Results.tsv'.  I created a new file and added this
section to pull the last correspondence.  You could easily change it to fit
comments:

# #
my $Transactions = $Ticket->Transactions;
 $Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
 $Transactions->OrderByCols (
   { FIELD => 'Created',  ORDER => 'DESC' },
   { FIELD => 'id', ORDER => 'DESC' },
   );

 my $last_reply = '';
 my $CorrespondObj = $Transactions->First;
 if( $CorrespondObj && $CorrespondObj->id ) {
   $last_reply= $CorrespondObj->Content;
 }

$row->{'last_reply'} = $last_reply;
# #

push @rows, $row;


That might help you to come up with an export anyhow

Matt

On Wed, Mar 4, 2009 at 10:15 AM, Kenneth Crocker  wrote:

> To all,
>
>
>So far, I've been able to develop every kind of query/report my
> users
> have asked for. Now someone wants a Query/report that would include the
> comments (only. Not any email, etc.) in the results. I have not been
> able to find that option in Query builder. Has anyone developed a query
> that will pull up comments? Thanks.
>
>
> Kenn
> LBNL
>
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Re: [rt-users] Outlook 2007 & iCal feeds

[John Arends]

Well, I found a number of other problems:

I can't get Outlook 2007 to subscribe to the RSS feed either (it isn't 
happy with the format).

Safari on a Mac does not handle the RSS feed. It gives me an error that 
the feed is in a format it can not understand.

iCal on the Mac is unable to subscript to the iCalendard feed as it 
thinks the URL is malformed as well.

FireFox and SunBird seem to work, but I can't find anything else that works.

Jerrad Pierce wrote:
> On Wed, Mar 4, 2009 at 14:43, John Arends  wrote:
>   
>> Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007?
>> Because the URL I am given does not end in .ics it does not want to work.
>> 
> Welcome to the wonderful world of Microsoft.
>
> If using Apache, you might be able to finagle something with RewriteRule
> to map non-existent ics onto actual URI
>
> --
> Cambridge Energy Alliance: Save money. Save the planet.
>   


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Re: [rt-users] Outlook 2007 & iCal feeds

[Jerrad Pierce]

On Wed, Mar 4, 2009 at 14:43, John Arends  wrote:
> Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007?
> Because the URL I am given does not end in .ics it does not want to work.
Welcome to the wonderful world of Microsoft.

If using Apache, you might be able to finagle something with RewriteRule
to map non-existent ics onto actual URI

-- 
Cambridge Energy Alliance: Save money. Save the planet.
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[rt-users] Outlook 2007 & iCal feeds

[John Arends]

Is anyone successfully using an iCal feed from RT 3.8.x in Outlook 2007? 
Because the URL I am given does not end in .ics it does not want to work.

Mozilla Sunbird picks up the iCal feed just fine.


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Re: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?"

[Jesse Vincent]

On Wed  4.Mar'09 at 11:29:38 -0800, Jo Rhett wrote:
> Reading the code in Ticket_Overlay around line 2730-2750 it would  
> appear that this is deliberate.  For someone to reassign a ticket to  
> someone else on their reply, they must be the current owner.  For me  
> to take it back and close it, I need to separately Steal it, then  
> Resolve it.
> 
> Would you accept a patch that allows implicit Steal like this?
>

Nope. That would entirely defeat ownership-as-locking. 
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Re: [rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?"

[Jo Rhett]

Reading the code in Ticket_Overlay around line 2730-2750 it would  
appear that this is deliberate.  For someone to reassign a ticket to  
someone else on their reply, they must be the current owner.  For me  
to take it back and close it, I need to separately Steal it, then  
Resolve it.

Would you accept a patch that allows implicit Steal like this?

On Mar 4, 2009, at 11:21 AM, Jo Rhett wrote:
> I just observed something odd.  While closing a ticket (but not at any
> other time I have found) if you change the Owner of the ticket you
> will see this in the results:
>
> You can only take tickets which are unowned.
>
> ...and the owner is not changed.   Now this is odd because every
> Privileged user has both StealTicket and TakeTicket globally.
>
> Even funnier, because I can replicate this same behavior as the
> SuperUser.
>
> Methinks something is being checked wrong ;-)
>
> Version 2.8.2
>
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source
> and other randomness
>
>
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-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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[rt-users] BUG: has StealTicket but gets "You can only take tickets which are unowned?"

[Jo Rhett]

I just observed something odd.  While closing a ticket (but not at any  
other time I have found) if you change the Owner of the ticket you  
will see this in the results:

You can only take tickets which are unowned.

...and the owner is not changed.   Now this is odd because every  
Privileged user has both StealTicket and TakeTicket globally.

Even funnier, because I can replicate this same behavior as the  
SuperUser.

Methinks something is being checked wrong ;-)

Version 2.8.2

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


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

[Jo Rhett]

> On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote:
>> 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)

On Mar 4, 2009, at 10:57 AM, Jesse Vincent wrote:
> Would you also like to remove access to bulk update?


If the same right controls both then yes, I wouldn't mind disabling  
that right.

What concerns me is the visibility of this function:

1. It's near the iCal link and various other links that are non- 
destructive in nature

2. It really doesn't warn you about what you are doing.

The person who made the mistake wasn't a total idiot.   It wasn't his  
brightest moment, but if there had been anything on the page warning  
him about what he was doing he wouldn't have done it.   Honestly, I'd  
recommend the following changes:

1. Rename it something other than a friendly sounding "Editable  
Text".   I think he thought he was editing text to be stored with the  
search criteria.   "Bulk Upload" comes to mind, etc and such forth.

2. Put a "Cancel" button on the page (or something else which matches  
the UI in theme)

3. Detect "no action" and do nothing.

4. (perhaps the same as #3) output the example to be downloaded and  
the area to upload the changes as distinct.  Force the user to  
actually copy from one area and paste into the other to affect a lot  
of tickets.

5. Put a warning on the page and/or as an alert onClick= that tells  
people they are about to affect the status of every ticket listed in  
the area.

6. Make a unique Right/Permission which controls if this function is  
available.

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


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

[Jesse Vincent]

On Wed  4.Mar'09 at 10:54:04 -0800, Jo Rhett wrote:
> Ping?   This is a fairly significant issue.   Even more significant  
> because the user had no special rights -- just enough to read and  
> reply to tickets in one queue.

Would you also like to remove access to bulk update?

> 
> On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote:
> > 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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> 
> -- 
> Jo Rhett
> Net Consonance : consonant endings by net philanthropy, open source  
> and other randomness
> 
> 
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Re: [rt-users] "Editable Text" sends blank e-mails to every ticket requestor?

[Jo Rhett]

Ping?   This is a fairly significant issue.   Even more significant  
because the user had no special rights -- just enough to read and  
reply to tickets in one queue.

On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote:
> 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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-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness


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Re: [rt-users] Best configuration to service more than one organization

[Kenneth Crocker]

Steve,


I think it depends on how many users you're going to have. If there 
will be hundreds and hundreds per group/organization, then maybe 
seperate instances. We have hundreds of users, but no more than 70 for 
one particular group/organization, so we just create different queues 
for the different support organizations and they all have their own set 
of Queue managers (AdminCc Watcher) which (are the only users that) have 
the rights to set up their own procedures, protocols, privileges, and 
scrips/templates. We also have our own version of Approvals, which we 
believe is a bit simpler than RT/Approvals/Workflow.
Another thing to consider is the technical support would be multiplied 
by how many instances you have, as well.


Kenn
LBNL

On 3/4/2009 10:13 AM, Steve OBrien wrote:
> Hi all,
> We are a regional service provider and have started using RT for our
> internal users.  We would like to be able to offer the service to other
> entities and I was wondering what ways people have configured RT to meet
> that need.  Do you just create separate queues, or do you create
> separate RT instances, or ???.
> 
> TIA,
> Steve
> 
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Re: [rt-users] using custom field that applies to group as custom scrip condition

[Kenneth Crocker]

Paul,


I use the following scrip for the condition and it works for me:

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

if  ($trans->Type eq 'CustomField')
 {my $cf = new RT::CustomField($RT::SystemUser);
 $cf->LoadByName(Queue => $ticket->QueueObj->id,
  Name => "Review Process");
  return 0 unless $cf->id;
  if  ($trans->Field == $cf->id &&
   $trans->NewValue eq "Review Complete-Approved")
   {
return 1;
   }
 }

return 0;

Your scrip seemed to be looking for a "create" transaction. So it will 
only work if the CF value is what your looking for "at the time of 
creation" ONLY. Whereas mine is merely looking for when the CF has been 
altered, WHENEVER. Also, keep in mind is that there is case-sensitivity 
in all comparisons.
Hope this helps.

Kenn
LBNL


On 3/4/2009 2:46 AM, Paul Vlaar wrote:
> We're trying to base our autoreply on the value of a custom field that
> applies to a group. So I've created a scrip that applies to a queue:
> 
> Condition: User Defined
> Action: Autoreply To Requestors
> Template: Global template: Contract Expiring
> Stage: TransactionCreate
> 
> In the Custom condition this should only trigger when the custom field
> "Contract Status" equals "expiring":
> 
> if ( $self->TransactionObj->Type eq "Create" &&
> $self->TicketObj->GroupObj->FirstCustomFieldValue("Contract Status") eq
> "expiring" )
>   return 1;
> } else {
>   return 0;
> }
> 
> I've also tried:
> 
> $self->GroupObj->FirstCustomFieldValue("Contract Status") eq
> "expiring"
> 
> But this code doesn't trigger the template and I can't seem to find a
> similar example of the use of custom group fields anywhere.
> 
> Thanks,
> 
>   ~paul
> 

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[rt-users] Shredder seems to hang

[Mathew]

It has recently become clear that a script which calls rtx-shredder never 
finishes.  It seems that shredder is actually hanging on something but I can't 
figure out what.  Script follows.

#!/usr/bin/perl

#
# File: delete_spam.pl
# Version:  2.1.2
# Author:   Mathew Snyder
# Date: August 5, 2007
# Comments: A script to gather up the spam
#   sent to the Security queue and
#   eliminate the "users" that
#   created it.  It then marks those
#   tickets as deleted for the purpose
#   of further housecleaning by the
#   rtx-shredder cronjob.
#

#Set up our environment
use warnings;
use strict;
use lib '/usr/local/rt3/lib';
use lib '/usr/local/rt3/local/lib';
use lib '/usr/local/lib';
use RT;
use RT::Users;
use RT::Tickets;
use MIME::Lite;
use Reports::Emails;

RT::LoadConfig();
RT::Init();

my @usrID;
my %userID;
my @emails;
my %spammers;

my $users = new RT::Users(RT::SystemUser);
$users->LimitToPrivileged;

while ( my $user = $users->Next ) {
next if $user->Name eq 'root';
$skipEmails{$user->EmailAddress} = undef;
}

my $tix = new RT::Tickets(RT::SystemUser);
$tix->FromSQL('Queue = "zSPAM"');

while (my $ticket = $tix->Next) {
if ($ticket->RequestorAddresses =~ /^msnyd...@xx.com$/ || 
$ticket->RequestorAddresses =~ /^securi...@xx.com$/) {
$ticket->DeleteWatcher (
Type  => 'Requestor',
Email => $ticket->RequestorAddresses
);
#   $ticket->AddWatcher (
#   Type  => 'Requestor',
#   Email => 'spam...@spammer.com'
#   );
}
next if (exists($skipEmails{$ticket->RequestorAddresses}));
$spammers{$ticket->RequestorAddresses} = undef;
#   push @emails, $ticket->RequestorAddresses;
$ticket->SetStatus("deleted");
}

my $count = 0;
#foreach my $email (@emails) {
foreach my $email (keys %spammers) {

system("/usr/local/rt3/local/sbin/rtx-shredder","--force","--plugin","Users=status,any;email,$email;replace_relations,zbeeblebrox;no_tickets,true");
$count++;
}

system("/usr/local/rt3/local/sbin/rtx-shredder --force --plugin 
'Tickets=status,deleted;queue,zSPAM;limit,1000' && rm -f /root/*.sql)";

my $emailTo  = 'msny...@xxx.com';
my $emailFrom= "RT";
my $emailSubj= "RT Spam Removal";
my $emailMsg = "The spam removal script has completed and has removed 
$count spam created users";

my $fullEmail= new MIME::Lite(From=> $emailFrom,
  To  => $emailTo,
  Subject => $emailSubj,
  Data=> $emailMsg,
);

$fullEmail->send("sendmail", "/usr/sbin/sendmail -t");

unlink glob "*.sql";

exit;


There are likely some changes which I won't be able to explain since they were 
made after I left the company.  Admittedly, this is a poorly documented script 
which has left me scratching my own head wondering why I did things.  Hopefully 
that won't stop anyone from helping.

One thing that has been noticed is that there are two calls to rtx-shredder for 
each instance of the script.  You'll see that one is a system call (sh -c) and 
the other is a via perl (I'm guessing from the script itself)
Here is the ps output:
10013 pts/1 S 0:00 /usr/bin/perl /usr/local/sbin/delete_spam.pl
10014 pts/1 S 0:00 sh -c /usr/local/rt3/local/sbin/rtx-shredder
--force --plugin 'Tickets=status,deleted;queue,zSPAM;limit,500' && rm -f
/root/*.sql
10015 pts/1 S 0:31 /usr/bin/perl
/usr/local/rt3/local/sbin/rtx-shredder --force --plugin
Tickets=status,deleted;queue,zSPAM;limit,500

In this output, I found that by killing process 10015 the other two terminated 
instantly.  I'm guessing that when the system call is made perl is invoked 
again by way of rtx-shredder and 10015 reflect all the arguments passed.  
However, it never exits giving control back to the system call which would 
then, in turn, terminate giving control back to the script.

I haven't seen any particular errors but then, I don't know what they would 
look like.  Anyone else run into a similar problem?

-Mathew
-- 
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Re: [rt-users] ObjectCustomFieldValues weirdness

[Kenneth Crocker]

Stephen,


Well, it could be a couple of things. First, and simplest, is the one 
with the earliest creation date may be disabled. You didn't show that 
field from the DataBase so I can't say for sure that is it. When a user 
changes the value for a CF (defined as "select one value") on a ticket, 
it keeps the old record and flags it as disabled and then creates a new 
one for the new value. You could find out about this by looking at your 
transaction table. It would most likely show there, since those kind of 
changes can be seen in a ticket's history.
The other possibility is that the Custom Field was defined as "Select 
Multiple Values" and the user selected a single value and then selected 
another, or selected both at the same time. Either way, you will end up 
with two records for the same Custom Field for the same ticket and both 
will be enabled. Hope this helps.

Kenn
LBNL

On 3/3/2009 9:12 PM, Stephen Cochran wrote:
> 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 
>  > 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] Where and How to Modify Asset Tracker Main Page

[John BORIS]

Where can one RTFM on how to modify the main page when you click on the
Assets menu in RT 3.6.3? I want to add a portion that shows the assets
for the user.

John J. Boris, Sr.
JEN-A-SyS Administrator
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
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[rt-users] RT Query help with comments

[Kenneth Crocker]

To all,


So far, I've been able to develop every kind of query/report my users 
have asked for. Now someone wants a Query/report that would include the 
comments (only. Not any email, etc.) in the results. I have not been 
able to find that option in Query builder. Has anyone developed a query 
that will pull up comments? Thanks.


Kenn
LBNL

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[rt-users] Best configuration to service more than one organization

[Steve OBrien]

Hi all,
We are a regional service provider and have started using RT for our
internal users.  We would like to be able to offer the service to other
entities and I was wondering what ways people have configured RT to meet
that need.  Do you just create separate queues, or do you create
separate RT instances, or ???.

TIA,
Steve

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Re: [rt-users] WorkflowBuilderRules, approval on either approver

[Michael Finn]

I haven't tried the plugin yet, but based on the docs
(http://search.cpan.org/dist/RTx-WorkflowBuilder/bin/rt-workflow), I'd
guess you need something like:

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

Hope that works/helps.
Mike

> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Fred Blaise
> Sent: Wednesday, March 04, 2009 1:32 AM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] WorkflowBuilderRules, approval on either approver
> 
> 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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Re: [rt-users] problem with RTAddressRegexp - BUG

[Oleg Sladkoff]

Thank you so much Jo , that did the trick ;)

here is the modified regexp :
Set($RTAddressRegexp , '^(?:.*sladko...@yahoo-inc\.com)$');

Best regards, Oleg.




On Wed, 2009-03-04 at 03:12 +, Jo Rhett wrote:
> 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. ;-)
> 
-- 
Oleg Sladkoff   
KELKOO - Service Architect
oleg.sladk...@yahoo-inc.com
Yahoo messenger : Kelkoooleg
tel : +33 (0)476848147 
gsm : +33(0)675768532

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[rt-users] Moved RT to another server, can't add users

[Eric Feldhusen]

I've moved my instance of RT 3.6.5 from one RHEL5 server to another
RHEL5 server, copying over the Mysql database and my RT_SiteConfig.pm.
Everything looks good with the old tickets and I'm able to create new
tickets, emails are working.

The only problem I've found is that my users are "somewhat" hidden.  If
I go into any ticket and want to adjust the ownership of a ticket,
nothing is listed, just "nobody".

However, I can login as my user into RT and take ownership of a ticket
and that shows up correctly with me as the owner.

I thought the problem might be "old" users, so I create a new user with
RT permissions.  This new user doesn't show up under the configuration
and "Privileged Users"

Any suggestions?

Eric

-- 
Eric J. Feldhusen
Director of Technology
Rudyard Area Schools  http://www.rudyard.k12.mi.us
er...@eup.k12.mi.us   (906)-478-3771 x253
11185 Second Street   (906)-478-3912 fax
Rudyard, MI   49780
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[rt-users] Is there a mailing list for AT?

[Jim Tambling]

As per subject.
 
Thanks
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Re: [rt-users] Can t locate object method "new" via package "RTx::AssetTracker::Assets"

[Gianfranco Samuele - Araknos Srl]

Todd Chapman wrote:
> Is DevelMode on? Trying turning it off.

I've checked my RT_SiteConfig.pm and there is this line:
Set($DevelMode, '0');

So I think that DevelMode is off but the problem turn-on sometime randomly.
I also check /usr/share/perl for some rights problems setting
/usr/share/perl5/DBIx/SearchBuilder.pm to 755 without any result.

Regards,


Gianfranco Samuele
System
g.samu...@araknos.it

Araknos Srl - http://www.araknos.it/
Bologna (Italy) - V. P.Miliani 7a 40132
tel. +39-051-403001 fax +39-051-4144154
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Re: [rt-users] Problems on RT-Authen-ExternalAuth

[Mike Peachey]

Eliezer E Chávez wrote:
> 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

You are almost certainly missing some configuration directives.

Check that you have a filter, d_filter, base, attr_map and
attr_match_list for your LDAP source. Also valid values for
ExternalAuthPriority and ExternalInfoPriority.

-- 
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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[rt-users] using custom field that applies to group as custom scrip condition

[Paul Vlaar]

We're trying to base our autoreply on the value of a custom field that
applies to a group. So I've created a scrip that applies to a queue:

Condition: User Defined
Action: Autoreply To Requestors
Template: Global template: Contract Expiring
Stage: TransactionCreate

In the Custom condition this should only trigger when the custom field
"Contract Status" equals "expiring":

if ( $self->TransactionObj->Type eq "Create" &&
$self->TicketObj->GroupObj->FirstCustomFieldValue("Contract Status") eq
"expiring" )
  return 1;
} else {
  return 0;
}

I've also tried:

$self->GroupObj->FirstCustomFieldValue("Contract Status") eq
"expiring"

But this code doesn't trigger the template and I can't seem to find a
similar example of the use of custom group fields anywhere.

Thanks,

~paul

-- 
paul_vl...@isc.org - ISC Operations - PGP 0x294EC062
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Re: [rt-users] RTx::WorkflowBuilder is now available on CPAN

[Richard Foley]

On Tuesday 24 February 2009 12:42:15 Chia-liang Kao wrote:
> Hi,
> 
> RTx::WorkflowBuilder is a tool that helps you configure multi-stage  
> approval workflow in rt.
> 
> It is now available at http://search.cpan.org/dist/RTx-WorkflowBuilder/.
> 
Hi Chia-liang,

This is straightforward for simple and for cascading approvals.  Good work!

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/
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Re: [rt-users] add new Ticket status

[Emmanuel Lacour]

On Wed, Mar 04, 2009 at 10:37:21AM +0100, Tariq Doukkali wrote:
> Hello all,
> 
> is it possible to add a new status for the ticket ? Now I can only choose 
> (new,  open, stalled, resolved, rejected, deleted).
> 
> Many Thanks !!!
> 

Look at this in RT_Config.pm:

Set(@ActiveStatus, qw(new open stalled));
Set(@InactiveStatus, qw(resolved rejected deleted));

and adjust it to RT_SiteConfig.pm as needed.

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[rt-users] add new Ticket status

[Tariq Doukkali]

Hello all,

is it possible to add a new status for the ticket ? Now I can only choose (new, 
 open, stalled, resolved, rejected, deleted).

Many Thanks !!!

Best regards,
Tariq
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[rt-users] Victor Da Fonseca/KW/ECS/SCHINDLER est absent(e).

[victor . da . fonseca]

Je serai absent(e) du  04/03/2009 au 09/03/2009.

I'am out of office between 04/03/2009 and 09/03/2009. Mail is not
forwarded.


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

[Emmanuel Lacour]

On Wed, Mar 04, 2009 at 12:52:50PM +1100, TN wrote:
> 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 ?
> 

Your problem is specific to this debian made script, so you should ask
the debian maintainer to help you by filling a bug to bugs.debian.org on
this package.

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