Re: [rt-users] Fwd: RTFM articles for unprivileged user group
On Mar 23, 2009, at 1:27 PM, Kevin Falcone wrote: You should be looking for the release of RTFM2.4.2 and RT3.8.3 With the obvious understanding of when it is done, do you have any idea when you think this might occur? I'm asking because I was about to start on RTFM integration, but I'll probably wait if the next update is coming out fairly soon. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Using RT in a large organization (thousands of users)
Hi, In the BestPractical web site, RT is described as RT is a ticketing system for small- to medium-sized organizations. I'm working on a helpdesk ticketing / workflow solution for a large organization - thousands of users, some of them are technical, most of them are your average PC user (not IT people). Using a home-grown system today, which needs to die (not scaleable, horrible usability, etc). There will be a team of people handling the tickets, dispatching engineering change requests, etc. My questions are: 1. What are the main limitations of RT (features / functionality) that make it unfit for large organizations? (don't want to hit a brick wall in a few weeks). 2. Can some people share their experience in large organizations of this scale? (what worked, was there custom development required, etc). 3. Am I better off looking at a commercial system like Remedy / Peregrine (for our organization size), due to potential cost of custom development integrating RT? Thanks, Pete Dole ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ResolvedRelative in search queries
Hi, Any idea how to use ResolvedRelative or something like Resolved NOW() - INTERVAL 7 DAYS in searches? The goal is to create a saved search to find all tickets resolved within the last 7 days. I guess callbacks may help but need an example. -- Artem Naluzhnyy ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ResolvedRelative in search queries
On Mar 24, 2009, at 2:16 AM, Artem Naluzhnyy wrote: Any idea how to use ResolvedRelative or something like Resolved NOW() - INTERVAL 7 DAYS in searches? Resolved -7 days The now is implied. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Allow only a specific user to see a Callback
I think you can also get the current user`s obj and get his name like :
$session{'CurrentUser'}-UserObj-Name and put in a condition to see if its
John or not. Based on this condition you should call the callback.
But going into the future if you want to add more users this functionality, it
makes sense to create a new group.
Then you should put in a condition to see iif the current user is a part of
this new group.
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Tom Lahti
[t...@bitstatement.net]
Sent: Tuesday, March 24, 2009 4:54 AM
To: holland holland
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allow only a specific user to see a Callback
I'm no RT API expert, but I think from a best practices standpoint you
really ought to create a new group for the purpose, make 'John' a member of
that group, and then have the scrip allow the callback based on membership
in that group.
holland holland wrote:
Dear all,
I would like only a specific user, e.g 'John' to see a callback.
Currently I only see methods based on user rights, like:
%INIT
if ($session{'CurrentUser'}-UserObj-HasRight(
Right = 'AdminUsers',
Object = $RT::System,
)) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
/%init
%args
$toptabs =undef
/%args
I want only 'John' to see this callback, not everybody that has
'AdminUsers' right.
Your help is much appreciated!
Cheers,
merou
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[rt-users] Howto trouble shoot installed Plugins that are not activated?
Hello, I have : - installed a RT with a makedeps, fixdeps... - used the regulat /opt/rt3 directory for rt - taken the regular 3.8.2 from bestpratical - installed Plugins with CPAN with $RTHOME=/opt/rt3 - Plugins are presents - Set(@Plugins, qw(RT::Extension::QueueWizard RTx::Calendar RTx::EmailCompletion RT::Extension::Timeline)); - if I make a typo it complains Plugins are not there and ask me to check the execution path (it means they are there) But still none of the plugins works (meaning my RT is behaving the same without plugins altering its appearance or behaviour), and it puzzles me. PLugins are installed (it seems) but not functionning. Is there a checklist, a troubleshooting method a list of point I could read ? Is rt3.8.2 allergic to Plugins ? Friendly -- Julien Tayon // digital craftsman // making things simpler (when possible) Got Mole problems? Call Avogadro at 6.02 x 10^23. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Allow only a specific user to see a Callback
Try this in your condition and let me know :
if ($group-HasMemberRecursively($session{'CurrentUser'}-PrincipalObj)) {
-Ashish
From: holland holland [laholla...@gmail.com]
Sent: Tuesday, March 24, 2009 3:55 PM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Allow only a specific user to see a Callback
Thanks Ashish -
I tried Tom suggestion but it does not seem to work either, the code:
my $group = new RT::Group($session{'CurrentUser'});
$group-LoadUserDefinedGroup('my_group');
if ($group-HasMemberRecursively($session{'CurrentUser'})) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
User 'john' belong to 'my_group', but unfortunately he cannot see 'My
Callback', I 'm doing something wrong?
Thanks for the answers so far.
p.s: i always clean mason cache and restart apache process when testing.
I use RT 3.6.4
Cheers,
merou
On Tue, Mar 24, 2009 at 11:11 AM, Potla, Ashish Bassaliel
c_apo...@qualcomm.com wrote:
I think you can also get the current user`s obj and get his name like :
$session{'CurrentUser'}-UserObj-Name and put in a condition to see if its
John or not. Based on this condition you should call the callback.
But going into the future if you want to add more users this functionality,
it makes sense to create a new group.
Then you should put in a condition to see iif the current user is a part of
this new group.
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Tom Lahti
[t...@bitstatement.net]
Sent: Tuesday, March 24, 2009 4:54 AM
To: holland holland
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allow only a specific user to see a Callback
I'm no RT API expert, but I think from a best practices standpoint you
really ought to create a new group for the purpose, make 'John' a member of
that group, and then have the scrip allow the callback based on membership
in that group.
holland holland wrote:
Dear all,
I would like only a specific user, e.g 'John' to see a callback.
Currently I only see methods based on user rights, like:
%INIT
if ($session{'CurrentUser'}-UserObj-HasRight(
Right = 'AdminUsers',
Object = $RT::System,
)) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
/%init
%args
$toptabs =undef
/%args
I want only 'John' to see this callback, not everybody that has
'AdminUsers' right.
Your help is much appreciated!
Cheers,
merou
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--
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BIT Statement LLC
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http://www.bitstatement.net/
--
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Re: [rt-users] Howto trouble shoot installed Plugins that are not activated?
jul a écrit : Hello, But still none of the plugins works (meaning my RT is behaving the same without plugins altering its appearance or behaviour), and it puzzles me. PLugins are installed (it seems) but not functionning. Is there a checklist, a troubleshooting method a list of point I could read ? Is rt3.8.2 allergic to Plugins ? Could it be simply a rights problem ? #ps aux | grep mason www-data 22857 0.0 0.0 17096 2548 ?Ss 11:17 0:00 /usr/bin/speedy_backend /opt/rt3/bin/mason_handler.scgi www-data 22858 1.4 0.5 203876 89180 ?S11:17 0:11 /usr/bin/speedy_backend /opt/rt3/bin/mason_handler.scgi www-data 24120 0.6 0.4 190064 77396 ?S11:27 0:01 /usr/bin/speedy_backend /opt/rt3/bin/mason_handler.scgi (I run in speedycgi) #ls -ld bin/mason_handler.scgi -rwxr-xr-x 1 root www-data 2467 2009-03-17 01:33 bin/mason_handler.scgi and local/... is world readable. It would sure puzzle me (I see no reason why it would be the problem). -- Hey teachers leave the kids alone, on and on ... we're just another perl in the necklace ... Menu, n.: A list of dishes which the restaurant has just run out of. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] (Solved) Howto trouble shoot installed Plugins that are not activated?
jul a écrit : It would sure puzzle me (I see no reason why it would be the problem). Sure asking questions helps the one on ask to solve the problem :) Well an older debian packaged version was conflicting : the path for plugins previously installed was overriding the path for the actual source. I have still to apply the email completion readme to make it straight now ;) Thx all for your great job (especially modules writers). Soz for the noise, but better noisy than letting people loose their time on a solved problems. -- Hey teachers leave the kids alone, on and on ... we're just another perl in the necklace ... Ego sum ens omnipotens. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM Topics
I have not defined the topics as global though. They are just defined for one class. Mr.Vandeley wrote: On Mon, Mar 23, 2009 at 8:21 PM, John Arends jare...@illinois.edu wrote: I'm testing RTFM right now. I have two classes defined as part of my test. One class has two topics defined, the other class has no topics defined. For some reason when viewing an article in the class with no topics, it looks like I am able to assign the two topics from the other class. Might I have something configured wrong? Or am I confused? I do not have any global topics defined. John, for what I know, topics are independent from classes. So you can define atopic as part of two different classes. From lib/RT/FM/Introduction.pod: Articles can belong to both global and class-specific Topics cheers, ___ 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 -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is it possible to rename the rt database?
Yes, it is. And it was a mistake we've fixed. In the format of the saved search use __WebPath__ instead of hardcoded value. On Tue, Mar 24, 2009 at 3:00 AM, gor...@cryologic.com wrote: My RT_SiteConfig.pm has remained unchanged for the rt-eval site and points to the correct web location (/rt-eval). All of my saved searches (copied from production to eval) point to the wrong web location. What I have noticed is that if I look at my Saved Searches in the Advanced Editor the bottom section displays: href=/rt/Ticket/Display.html instead of href=/rt-eval/Ticket/Display.html Is this href value stored as part of the saved search in the database? Gordon Ruslan Zakirov wrote: I think your problem is not a DB, but RT's config file. you should adjust Web* options. Also, make sure test server connects to test (rt3-eval) DB, check Database* options. -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal
On Mar 23, 2009, at 7:31 PM, Gregor Huber wrote: Looks like we have two unanswered posts on this same topic. Is anyone integrating RTFM and RT for external facing consumption in the self help portal? Am I going to have to get off my RT platform? Please say no. Mayday Mayday Mayday... Can someone point me in the right direction if possible? I've already read the manual :-) I actually replied to your post 3 hours before this question On Mar 23, 2009, at 4:34 PM, Kevin Falcone wrote: On Mar 20, 2009, at 6:38 PM, Gregor Huber wrote: Summary: Installed RTFM. I can see RTFM and add articles as privileged user. An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Seeing articles during ticket creation/reply is only supported in the full RT interface (privileged users) not the Self Service interface (unprivileged). I'd probably take a patch for this, but i'd have to think about it a bit more. -kevin -Original Message- From: Gregor Huber Sent: Friday, March 20, 2009 3:38 PM To: 'rt-users@lists.bestpractical.com' Subject: RE: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Hello All, Has anyone any experience on this? Please help if possible :-) -Original Message- From: Gregor Huber Sent: Wednesday, March 18, 2009 7:14 PM To: 'RT-Users@lists.bestpractical.com' Subject: RTFM_TicketCreate unprivileged users cannot see Articles in RT self help portal Sorry to bother. I think this might be user error since I did not see much posted under this subject. Help would be appreciated. Summary: Installed RTFM. I can see RTFM and add articles as privileged user. An unprivileged user cannot see RTFM articles after enabling RTFM_TicketCreate. Have RTFM 2.4.1 RT 3.8.2 Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/local/ plugins/RT-FM/RTFM_Config.pm (did not work) Enabled Set(#RTFM_TicketCreate, 1) in /var/www/html/rt3/etc/ RT_SiteConfig.pm (saw this as possible solution) Put debug line system echo hello /tmp/test into RTFM_Config.pm and verified file was being hit. Added ShowArticle in http://rt -RTFM-Configuration-Global-Group Rights - Unprivileged - ShowArticle After each step above I did do the following: Rm -rf /var/www/html/rt3/var/mason_data/* /etc/init.d/httpd restart Thanks! ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fwd: RTFM articles for unprivileged user group
On Mar 23, 2009, at 9:35 PM, Mr.Vandeley wrote: On Mon, Mar 23, 2009 at 8:27 PM, Kevin Falcone falc...@bestpractical.com wrote: On Mar 20, 2009, at 7:42 AM, Mr Vandeley wrote: I'm sorry to bother you but It would be really helpfull to get an answer to my question. Looking on previous list posts it seems that other people couldn't make this work neither. Old posts says that this feature wasn't fully functional. So, please, this should work with just this instructions [1] or there is something else that I should be looking for. You should be looking for the release of RTFM2.4.2 and RT3.8.3 -kevin Thanks Kevin for your kind answer, but [1] is there since version RTFM 2.4.1. Recently I've updated RT from 3.8.1 to 3.8.2 and still articles in RTFM are inaccessible to unprivileged users. So, you are saying that although manual says it should be working since previous versions I have to update them? There isn't any other point besides software version that I should look for? There have been bug fixes for this feature in svn These will be available in the RT3.8.3 release and the RTFM2.4.2 release. There is no set date for these releases at this time -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Fwd: RTFM articles for unprivileged user group
On Mar 24, 2009, at 2:26 AM, Jo Rhett wrote: On Mar 23, 2009, at 1:27 PM, Kevin Falcone wrote: You should be looking for the release of RTFM2.4.2 and RT3.8.3 With the obvious understanding of when it is done, do you have any idea when you think this might occur? I'm asking because I was about to start on RTFM integration, but I'll probably wait if the next update is coming out fairly soon. There is still active work going on in the RT trunk so I don't have any release plans other than we'd like it to be soon and when it is done -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM Topics
On Mar 24, 2009, at 9:25 AM, John Arends wrote: I have not defined the topics as global though. They are just defined for one class. This sounds like a bug and I've bounced your mail to rtfm-b...@bestpractical.com -kevin Mr.Vandeley wrote: On Mon, Mar 23, 2009 at 8:21 PM, John Arends jare...@illinois.edu wrote: I'm testing RTFM right now. I have two classes defined as part of my test. One class has two topics defined, the other class has no topics defined. For some reason when viewing an article in the class with no topics, it looks like I am able to assign the two topics from the other class. Might I have something configured wrong? Or am I confused? I do not have any global topics defined. John, for what I know, topics are independent from classes. So you can define atopic as part of two different classes. From lib/RT/FM/Introduction.pod: Articles can belong to both global and class-specific Topics cheers, ___ 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 -- John Arends jare...@illinois.edu Network Analyst College of ACES - ITCS University of Illinois at Urbana-Champaign ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating Tickets from Emails
I have installed fetchmail and configured it as per this guide: http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch .html When I send an email to the address I have set up in exchange RT doesn't receive it and when I send an email directly to the email of RT I get an Undeliverable Message error. I'm running RT on Ubuntu 8.10. -Original Message- From: John Arends [mailto:jare...@illinois.edu] Sent: Monday, March 23, 2009 5:15 PM To: rt rt-users@lists.bestpractical.com Subject: Re: [rt-users] Creating Tickets from Emails Swart, Tom wrote: I have setup RT 3.6 on Ubuntu 8.10 and I am able to access the web interface. I'm trying to setup the ability to email RT to create a ticket. I have the aliases created for the queues. I was wondering how to configure RT to pull the emails for a exchange 2003 server? The easiest thing is to set up an alias on your exchange server that sends mail to your RT server. helpd...@my.org - helpd...@rt.my.org Or just train your users to email helpd...@rt.my.org ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] TransactionObj OldValue is not working for me
Apply a liberal dose of $RT::Logger and see what turns up. I'd split your
IF into 2 pieces and then stick a logger in the gap. Something like
my $Trans = $self-TransactionObj;### because I'm a lazy typist
if ($Trans-Type eq Status)
{
### logger call to print value of -OldValue and -NewValue
$RT::Logger-debug(( . $Trans-Id . ) oldvalue is .
$Trans-OldValueval ?. , newvalue is . $Trans-NewValue);
if ($Trans-OldValue ne autoclose $Trans-NewValue eq resolved)
{
blah blah
}
}
At 12:51 PM 3/23/2009, slamp slamp wrote:
I have the following in my resolve scrip that I borrowed from the
site. I added the $self-TransactionObj-OldValue ne autoclose
portion but it does not seem to be working. Can anyone help? Basically
I don't want to get this notification if the status old value was set
to autoclose.
Condition: User defined
Action: Notify Ccs and Requestors
Template: Global resolved
Custom condition:
my $result = undef;
if ($self-TransactionObj-Type eq Status
$self-TransactionObj-OldValue ne autoclose
$self-TransactionObj-NewValue eq resolved)
{
my $trans_list = $self-TicketObj-Transactions;
my $trans;
my $num_resolved = 0;
while ($trans = $trans_list-Next)
{
$num_resolved++ if ($trans-Ticket == $self-TicketObj-Id)
($trans-Type eq Status)
($trans-NewValue eq resolved);
}
$result = ($num_resolved = 1);
}
return($result);
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Re: [rt-users] Including RTFM Articles in Ticket; broken layout
bump_ :-) who else wrote: Hi all, i have the option of including a RTFM (RT 3.8.2 RTFM 2.4.2) article into the ticket, and three options to choose the article in question. Third option is to scroll down a list of all articles. Since this list contains not only the subject but also the summary, this will break the layout and the Go Buttons are out of reach, if you run a standard screen resolution; it's the same in FF, IE7, Iron, Safari. Is there any setting to limit this list to just the subject or any other option to shrink this? Thanks. w_e -- View this message in context: http://www.nabble.com/Including-RTFM-Articles-in-Ticket--broken-layout-tp22284809p22683700.html Sent from the Request Tracker - User mailing list archive at Nabble.com. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RTx::BecomeUser
Has anyone been able to get RTx::BecomeUser working on a modern RT system? My rt.cpan.org tickets have gone unheeded, and it'd be mighty useful for debugging... Thanks! -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Further iCal/RSS experimenting/problems some success
A while back I posted that I could only get iCalendar/RSS feeds to work with SunBird and FireFox respectively. I could not get either to work with the Mac platform (iCal/Safari) or the Microsoft platform (Outlook 2007). As a test, I tried using HTTP authentication with Apache instead of RT's internal authentication. When using HTTP auth, the iCalendar and RSS feeds work with iCal and Safari. It looks like those two applications wanted to prompt for credentials and were able to figure out how to do it when using HTTP auth. I'm still having no luck getting Outlook to subscribe to Internet Calendars or RSS feeds, even with HTTP auth. Has anyone had luck with this? Is Outlook so weird that nothing can be done? Since we're a heavy Exchange shop, I'd like to see if I can get this working with Outlook. This would really help push our RT adoption further. Any thoughts from those who understand how this works better than me? For those with Safari/iCal, HTTP auth is your friend. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Command By Email and Multi-Value Custom Field
Anyone?
Thanks,
Robert Walford
Network Administrator
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Robert
Walford
Sent: Friday, March 20, 2009 10:31 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Command By Email and Multi-Value Custom Field
Hi Guys,
I am experiencing an issue using CommandByMail and multi-valued custom
fields. We running RT 3.8.2.
The following fields are one value and works perfectly.
cf.{Category}: Telecom - Combobox: Select or enter one value
cf.{Origin}: E-mail - Select one value
cf.{Severity_Level}: 5 - Select one value
But the following fields are multiple values and do not work.
cf.{Equipment Impacted}: Router - Select multiple values
cf.{Services Impacted}: Internet - Select multiple values
Due to the spacing in the field name we have tried with quotations
(single/double) and without.
Any Thoughts?
Regards,
Robert Walford
Network Administrator
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[rt-users] how to transmit a value of custom field on an other custom field
Hi all,
I'm looking for a way to add tickets automatically when a select a value of
a Custom field, I try to do this:
Condition: defined by user
Action: Create tickets
Template: Approved
Stage: TransactionCreate
Condition:
return undef unless
($self-TicketObj-FirstCustomFieldValue('test2') =~ /Oui/i);
return 1;
Template:
===Create-Ticket: codereview
Subject: Code review for {$Tickets{'TOP'}-Subject}
Depended-On-By: TOP
Queue: Test
Type: approval
Content: Someone has created a ticket. you should review and approve it, so
they can finish their work
ENDOFCONTENT
This allows to create a ticket automaticlly when i Select 'Oui' on Custom
Field 'test2', i need also to transmit automaticlly a value of an other
custom field when i select 'Oui' on Custom Field 'test2', please can you
tell me how i can do this?
Thank you,
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[rt-users] Problem with Custom Field Edit
To all, I am currently on 3.6.4. In it, there are a few default validation settings for Custom Fields. One of them is: (?#Digits)^[\d.]+$ When I use this, however, it gives an error even though i am entering numbers in the field. Has anyone else had this problem? What I want it to do is ensure all entrees are numeric IF a value is entered. Help anyone? 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
[rt-users] Fill-in user details on ticket creation?
Hello, Is there some way one might supply user details e.g; real name, address, phone number? We currently do this with a web form via REST, but it's not pretty. Furthermore, we'd like to be able to get this information into the system using Offline edits. If there is no workable system right now, I was thinking it might be reasonable to have a scrip action test if the requestor previously existed, and if not, fill in user details from an included vCard? Would anyone be interested in (developing) such an extension? -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Using RT in a large organization (thousands of users)
On Tue 24.Mar'09 at 10:16:27 +0200, Peter Dole wrote: Hi, In the BestPractical web site, RT is described as RT is a ticketing system for small- to medium-sized organizations. That's our small-companiness showing. The problem is really that we don't spend much, if any time on the marketing side of things. This is probably obvious by the state of the corporate website. That prose dates from...sometime around 2002 or so, when RT really wasn't in use in a whole lot of high-volume applications. At the time, I would have blanched if you'd said you wanted to deploy RT somewhere handling 1000 tickets a day. These days, I know of organizations pushing 10,000 tickets through RT on a slow day, bursting to over 20,000 when things get busy. 3. Am I better off looking at a commercial system like Remedy / Peregrine (for our organization size), due to potential cost of custom development integrating RT? You should know that I'm biased, but I certainly don't think so. RT is robust and scalable and there's an excellent community here and on rt-develAnd of course, we at Best Practical can provide the sort of commercial support you'd expect for a mission critical application. Best, Jesse pgpYFpakLAw5T.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Using RT in a large organization (thousands of users)
At the time, I would have blanched if you'd said you wanted to deploy RT somewhere handling 1000 tickets a day. These days, I know of organizations pushing 10,000 tickets through RT on a slow day, bursting to over 20,000 when things get busy. 3. Am I better off looking at a commercial system like Remedy / Peregrine (for our organization size), due to potential cost of custom development integrating RT? We're a relatively small org, but have done a fair bit of customization to RT since we're using it as a CRM. Out of the box RT covered all of the basics, and the wiki + extensions didn't hurt. We've put in about 100 man hours to do some serious customizations since (many now public) since we rolled out RT 8 months ago. I don't expect that would be much less with anything else; users don't want to learn anything anyhow, so you've always got to try to warp things to their whims ;-) Except that in those cases half the time you'd discover what you wanted to do couldn't be done, whereas in RT you start to get a better grasp of how everything's glued together. Also, if you can make use of the built-in self-service interface, rather than rolling your own, that should make things much easier to adopt. Just a few moments rambling thoughts on the matter, Cheers! -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Using RT in a large organization (thousands of users)
Peter, I might also add that we are now planning a project to convert our Remedy tickets to RT and move the help desk over. We have RT 3.6.4, not nearly as robust as 3.8.2, and there are just too many flexible options for reporting with Custom Fields to NOT use RT. Kenn LBNL On 3/24/2009 10:10 AM, Jesse Vincent wrote: On Tue 24.Mar'09 at 10:16:27 +0200, Peter Dole wrote: Hi, In the BestPractical web site, RT is described as RT is a ticketing system for small- to medium-sized organizations. That's our small-companiness showing. The problem is really that we don't spend much, if any time on the marketing side of things. This is probably obvious by the state of the corporate website. That prose dates from...sometime around 2002 or so, when RT really wasn't in use in a whole lot of high-volume applications. At the time, I would have blanched if you'd said you wanted to deploy RT somewhere handling 1000 tickets a day. These days, I know of organizations pushing 10,000 tickets through RT on a slow day, bursting to over 20,000 when things get busy. 3. Am I better off looking at a commercial system like Remedy / Peregrine (for our organization size), due to potential cost of custom development integrating RT? You should know that I'm biased, but I certainly don't think so. RT is robust and scalable and there's an excellent community here and on rt-develAnd of course, we at Best Practical can provide the sort of commercial support you'd expect for a mission critical application. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Show Custom Field Text
We use rt 3.6.4 and trying to do text wrapping on ticket display for a custom field of type text. We noticed that we do not have html/Elements/ShowCustomFieldText and have only ShowCustomFieldWikitext. Any help would be appreciated. Thanks. THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to allow users via self service to modify Location and phone info
On Tue, Mar 24, 2009 at 14:54, Jet Wilda j...@mycolo.biz wrote: Hi, Is there a way to allow self service users to be able to modify there phone numbers and location information? They need the ModifySelf right. Alternatively, the vCard extension/hack I proposed earlier today might be used for this. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to allow users via self service to modify Location and phone info
Hi, They have the ModifySelf right however that seems to only let them change their password. Thanks, ~Jet Jerrad Pierce wrote: On Tue, Mar 24, 2009 at 14:54, Jet Wilda j...@mycolo.biz wrote: Hi, Is there a way to allow self service users to be able to modify there phone numbers and location information? They need the ModifySelf right. Alternatively, the vCard extension/hack I proposed earlier today might be used for this. -- CONFIDENTIALITY NOTICE This email, including attachments, may include confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed. If the reader of this email is not the intended recipient or his/her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this email is prohibited. If you have received this email in error, please notify the sender by replying to this message and deleting this email immediately. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] bizarre logouts with mysql on top level links
On Tue 24.Mar'09 at 15:41:36 +1100, TN wrote: Hi all, I have installed rt3.8.2 from debian sid, and it works fine using sqlite. However when I configure it with mysql, I have random logouts occurring. I login as root. If I then just keep clicking along the LHS links (Home/Simple Search/Tickets/Tools/Config etc etc) then anywhere from 2 or more clicks the system will revert straight back to the login screen as if I had been logged out. If I instead just keep clicking the same menu item over over, it never logs out. Also, if I go into the 'Configuration' level of the menu, and then start randomly clicking in that level of the menu (Users/Groups/Queues etc) then I can click forever and the system never logs out. If I then go back to clicking the 'top' level menu again, it will log out after some more clicks. If I then go back to sqlite, and do the same tests, everything is fine in sqlite. This seems to be only an issues with mysql. I can't see any hints in syslog or apache logs or the mysql logs. My rough guess is that you're ending up at different variants of your host or domain name, which end up with different cookies Any ideas ? ps. i configured rt3.8.2 to work with mysql by the following method since there seems to be a configuration bug in the 'schema' action in rt-setup-database which results in an error claiming that the Attachments table already exists (as if the script is trying to execute twice?). rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action create mysql -u root -p rt3 /usr/share/request-tracker3.8/etc/schema.mysql rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action acl rt-setup-database --datadir /usr/share/request-tracker3.8/etc --dba root --prompt-for-dba-password --action coredata rt-setup-database --datafile /usr/share/request-tracker3.8/etc/initialdata --dba root --prompt-for-dba-password --action insert All these perform without error, and a check of the db shows everything is fine. Send instant messages to your online friends http://au.messenger.yahoo.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgpqSxolrJe3d.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. --- On Fri, 3/20/09, Michael Finn mf...@nbutexas.com wrote: From: Michael Finn mf...@nbutexas.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 To: rt-users@lists.bestpractical.com Date: Friday, March 20, 2009, 6:40 AM FWIW, the problem persists in IE8... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Thursday, March 12, 2009 10:58 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I can't seem to let this go. Comparing the Download (untitled) data with my signature, I see that they are the same length and shape -- the same number of characters on each line. That should be a big clue as to the truncation problem, as well as the 'random' spaces in the middle of words -- they correspond to newline positions in my signature. Why does this only happen in IE (6/7/?)? Why only when I'm creating a *new* ticket and not on reply/comment? Still investigating... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Wednesday, March 11, 2009 8:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 A-ha! That's a reasonable theory... I've got a signature on my account; my other users... not so much. ;) FWIW, I also have the problem occur on IE6. As you suggested, I removed my signature from my Preferences, and the problem went away. Now, how does this help us solve the problem? If it were Firefox, I'd use Chris Pederick's wonderful Web Developer add- on (http://chrispederick.com/work/web-developer/) to pick it apart... anyone recommend a similar tool for IE7? Thanks, Mike -Original Message- From: Sean [mailto:stroke_of_de...@yahoo.com] Sent: Wednesday, March 11, 2009 5:54 PM To: Alex Young; rt-users@lists.bestpractical.com; Michael Finn Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I too am seeing this problem. it only happens when: 1. the WYSIWYG editor is being used 2. IE7 is the browser 3. The user has a signature (i.e. RT automatically inserts text) Im wondering if it has to do with the signature column being TEXT vs. VARCHAR or something along those lines.. snip ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
Our users have certainly noticed this bug, so it affects us to some degree. In order to submit this as a bug, create an RT ticket here: http://rt3.fsck.com/?user=guestpass=guest James Moseley Sean stroke_of_death@ yahoo.com To Sent by: rt-users@lists.bestpractical.com rt-users-bounces@ cc lists.bestpractic al.comSubject Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 03/24/2009 02:25 PM Please respond to stroke_of_de...@y ahoo.com Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
On Mar 24, 2009, at 3:43 PM, jmose...@corp.xanadoo.com wrote: Our users have certainly noticed this bug, so it affects us to some degree. In order to submit this as a bug, create an RT ticket here: Please don't create a bug. One already exists and is linked to the 3.8.3 release ticket http://rt3.fsck.com/Ticket/Display.html?id=13320 It took a long time before someone was actually able to provide a recipe for the bug. It has nothing to do with RTFM or RTx-EmailCompletion -kevin http://rt3.fsck.com/?user=guestpass=guest James Moseley Sean stroke_of_death@ yahoo.com To Sent by: rt-users@lists.bestpractical.com rt-users- bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 03/24/2009 02:25 PM Please respond to stroke_of_de...@y ahoo.com Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
On Mar 24, 2009, at 4:18 PM, Alex Young wrote: Great to see it being worked on. Notice that it's not just the signatures that can cause this, its whenever RT inserts text from my testing. Hoping the fix sorts out the other reasons for the bug too. Actually, I've been trying to replicate this bug for months, and wasn't able to do so until someone said 'I have a signature'. Also, the bug manifests differently in trunk because of other JS updates. -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 24 March 2009 20:09 To: RT Users Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 On Mar 24, 2009, at 3:43 PM, jmose...@corp.xanadoo.com wrote: Our users have certainly noticed this bug, so it affects us to some degree. In order to submit this as a bug, create an RT ticket here: Please don't create a bug. One already exists and is linked to the 3.8.3 release ticket http://rt3.fsck.com/Ticket/Display.html?id=13320 It took a long time before someone was actually able to provide a recipe for the bug. It has nothing to do with RTFM or RTx-EmailCompletion -kevin http://rt3.fsck.com/?user=guestpass=guest James Moseley Sean stroke_of_death@ yahoo.com To Sent by: rt-users@lists.bestpractical.com rt-users- bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 03/24/2009 02:25 PM Please respond to stroke_of_de...@y ahoo.com Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
Okay. I know this happens when hitting Reply on a ticket transaction and also when inserting text from RTFM. Does it still do that in trunk and on your test system, or is it limited to me? I'm quite happy to do any testing you need to get this bug fixed. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 24 March 2009 20:38 To: RT Users Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 On Mar 24, 2009, at 4:18 PM, Alex Young wrote: Great to see it being worked on. Notice that it's not just the signatures that can cause this, its whenever RT inserts text from my testing. Hoping the fix sorts out the other reasons for the bug too. Actually, I've been trying to replicate this bug for months, and wasn't able to do so until someone said 'I have a signature'. Also, the bug manifests differently in trunk because of other JS updates. -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 24 March 2009 20:09 To: RT Users Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 On Mar 24, 2009, at 3:43 PM, jmose...@corp.xanadoo.com wrote: Our users have certainly noticed this bug, so it affects us to some degree. In order to submit this as a bug, create an RT ticket here: Please don't create a bug. One already exists and is linked to the 3.8.3 release ticket http://rt3.fsck.com/Ticket/Display.html?id=13320 It took a long time before someone was actually able to provide a recipe for the bug. It has nothing to do with RTFM or RTx-EmailCompletion -kevin http://rt3.fsck.com/?user=guestpass=guest James Moseley Sean stroke_of_death@ yahoo.com To Sent by: rt-users@lists.bestpractical.com rt-users- bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 03/24/2009 02:25 PM Please respond to stroke_of_de...@y ahoo.com Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
On Mar 24, 2009, at 4:41 PM, Alex Young wrote: Okay. I know this happens when hitting Reply on a ticket transaction This works fine on 3.8.2 and trunk for me (without a signature) When the patch is in subversion, ticket 13320 will be closed and people can feel free to test with trunk -kevin and also when inserting text from RTFM. Does it still do that in trunk and on your test system, or is it limited to me? I'm quite happy to do any testing you need to get this bug fixed. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 24 March 2009 20:38 To: RT Users Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 On Mar 24, 2009, at 4:18 PM, Alex Young wrote: Great to see it being worked on. Notice that it's not just the signatures that can cause this, its whenever RT inserts text from my testing. Hoping the fix sorts out the other reasons for the bug too. Actually, I've been trying to replicate this bug for months, and wasn't able to do so until someone said 'I have a signature'. Also, the bug manifests differently in trunk because of other JS updates. -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: 24 March 2009 20:09 To: RT Users Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 On Mar 24, 2009, at 3:43 PM, jmose...@corp.xanadoo.com wrote: Our users have certainly noticed this bug, so it affects us to some degree. In order to submit this as a bug, create an RT ticket here: Please don't create a bug. One already exists and is linked to the 3.8.3 release ticket http://rt3.fsck.com/Ticket/Display.html?id=13320 It took a long time before someone was actually able to provide a recipe for the bug. It has nothing to do with RTFM or RTx-EmailCompletion -kevin http://rt3.fsck.com/?user=guestpass=guest James Moseley Sean stroke_of_death@ yahoo.com To Sent by: rt-users@lists.bestpractical.com rt-users- bounces@ cc lists.bestpractic al.com Subject Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 03/24/2009 02:25 PM Please respond to stroke_of_de...@y ahoo.com Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support:
