date:20090528

Re: [rt-users] Cannot locate RT/FM.pm

2009-05-28 Thread Woody - Wild Things

Ruslan Zakirov wrote:
> Could you please add something like that to that code, before "for" loop:
> 
> use Data::Dumper;
> warn "INC: ". Dumper \...@inc;
> warn "local lib path: ". $RT::LocalLibPath;
> 
> Then stop/start server. In apache's error log you should see this
> entries. This can help us debug issue.

Hi Ruslan,

Sorry for the delay.
Here is the first 3 dumps

INC: $VAR1 = [
   '/var/www/rt.mysite.com/local/lib',
   '/var/www/rt.mysite.com/lib',
   '/var/www/cms-live/modules',
   '/var/www/cms-live/modules/planner',
   '/var/www/rt.mysite.com/bin/../local/lib',
   '/var/www/rt.mysite.com/bin/../lib',
   '/home/httpd/perl',
   '/etc/perl',
   '/usr/lib/perl5/vendor_perl/5.8.8/i486-linux',
   '/usr/lib/perl5/vendor_perl/5.8.8',
   '/usr/lib/perl5/vendor_perl',
   '/usr/lib/perl5/site_perl/5.8.8/i486-linux',
   '/usr/lib/perl5/site_perl/5.8.8',
   '/usr/lib/perl5/site_perl',
   '/usr/lib/perl5/5.8.8/i486-linux',
   '/usr/lib/perl5/5.8.8',
   '/usr/local/lib/site_perl',
   '.',
   '/usr/lib/apache2'
 ];
local lib path: /var/www/rt.mysite.com/local/lib at 
/var/www/rt.mysite.com/lib/RT.pm line 605.
INC: $VAR1 = [
   '/var/www/rt.mysite.com/local/lib',
   '/var/www/rt.mysite.com/lib',
   '/var/www/cms-live/modules',
   '/var/www/cms-live/modules/planner',
   '/var/www/rt.mysite.com/bin/../local/lib',
   '/var/www/rt.mysite.com/bin/../lib',
   '/home/httpd/perl',
   '/etc/perl',
   '/usr/lib/perl5/vendor_perl/5.8.8/i486-linux',
   '/usr/lib/perl5/vendor_perl/5.8.8',
   '/usr/lib/perl5/vendor_perl',
   '/usr/lib/perl5/site_perl/5.8.8/i486-linux',
   '/usr/lib/perl5/site_perl/5.8.8',
   '/usr/lib/perl5/site_perl',
   '/usr/lib/perl5/5.8.8/i486-linux',
   '/usr/lib/perl5/5.8.8',
   '/usr/local/lib/site_perl',
   '.',
   '/usr/lib/apache2'
 ];
local lib path: /var/www/rt.mysite.com/local/lib at 
/var/www/rt.mysite.com/lib/RT.pm line 605.
INC: $VAR1 = [
   '/var/www/rt.mysite.com/local/lib',
   '/var/www/rt.mysite.com/lib',
   '/var/www/cms-live/modules',
   '/var/www/cms-live/modules/planner',
   '/var/www/rt.mysite.com/bin/../local/lib',
   '/var/www/rt.mysite.com/bin/../lib',
   '/home/httpd/perl',
   '/etc/perl',
   '/usr/lib/perl5/vendor_perl/5.8.8/i486-linux',
   '/usr/lib/perl5/vendor_perl/5.8.8',
   '/usr/lib/perl5/vendor_perl',
   '/usr/lib/perl5/site_perl/5.8.8/i486-linux',
   '/usr/lib/perl5/site_perl/5.8.8',
   '/usr/lib/perl5/site_perl',
   '/usr/lib/perl5/5.8.8/i486-linux',
   '/usr/lib/perl5/5.8.8',
   '/usr/local/lib/site_perl',
   '.',
   '/usr/lib/apache2',
   '/var/www/rt.mysite.com/local/plugins/RTx-Calendar/lib',
   '/var/www/rt.mysite.com/local/plugins/RT-FM/lib',

'/var/www/rt.mysite.com/local/plugins/RT-Extension-MandatorySubject/lib',
   '/var/www/rt.mysite.com/local/plugins/RTx-EmailCompletion/lib'
 ];
local lib path: /var/www/rt.mysite.com/local/lib at 
/var/www/rt.mysite.com/lib/RT.pm line 605.

> FYI, with your change files in local/lib wouldn't override matching
> libraries of plugins.

yes, I see that as a prob.

thanks for your help.

Woody.

-- 
---
Richard Wood (Woody)
Managing Director
Wild Thing Safaris Ltd.
PO BOX 34514 DSM
Office: +255 (0) 222 617 166
Mobile: +255 (0) 773 503 502

http://www.wildthingsafaris.com
http://www.wildthingsafaris.com/pub/woody.html
___
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] associate calendar to custom field

2009-05-28 Thread hanane ourdani

Hi all ,

I found on this URL :
http://rt3.fsck.com/Ticket/Display.html?id=8721&results=915934c49ede2107b146100b159259d7

how to do this following this doc Thu Feb 05 13:22:47 2009 (12.6k) by guest
,
but since i change the type of custom field to select date i get this msg
could not find component for path 'EditCustomFieldDate' when i try to create
a new ticket,

thanks for your help

2009/5/27 hanane ourdani 

> Hi all,
>
> Is it possible to associate a calendar link to a custom field?
>
> Thank you.
>
___
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] associate calendar to custom field

2009-05-28 Thread Emmanuel Lacour

On Thu, May 28, 2009 at 12:32:15PM +, hanane ourdani wrote:
> Hi all ,
> 
> I found on this URL :
> http://rt3.fsck.com/Ticket/Display.html?id=8721&results=915934c49ede2107b146100b159259d7
> 
> how to do this following this doc Thu Feb 05 13:22:47 2009 (12.6k) by guest
> ,
> but since i change the type of custom field to select date i get this msg
> could not find component for path 'EditCustomFieldDate' when i try to create
> a new ticket,
> 

This patch miss the EditCustomFieldDate file, take it from here:
http://rt3.fsck.com/Ticket/Attachment/108457/52147/rt-customfields-date.patch
___
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] Simple Search functionality

2009-05-28 Thread Jeff Lucas

I am embarrassed to admit it and apologize for wasting your time... as I
was not paying attention to detail (which can get a sysAdmin into
trouble), I misunderstood how this callback worked.

I thought this callback put functionality back to the way SimpleSeach
worked in 3.6.6.  Instead, it "add keywords any and closed to complement
the implicit active."  "any" and "closed" must be specified in the
search.  It works... if you use it correctly. :-)

Again, my apologies and thanks for your help.

-Jeff


-Original Message-
From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] 
Sent: Wednesday, May 27, 2009 3:42 PM
To: Jeff Lucas
Cc: Emmanuel Lacour; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Simple Search functionality

> Is "stuff" in the following path correct...
>
>
/apps/rt-3.8.2/local/html/Callbacks/stuff/Search/Simple.html/ModifyQuery

It should be, here's mine:
(You can use any name you want for the folder between Callbacks and
Search)

[ceaad...@rt ~]$ cat
/opt/rt3/local/html/Callbacks/Indirection/Search/Simple.html/ModifyQuery
<%init>
$$query =~ s/\bany\b/new open resolved stalled rejected deleted/i;
$$query =~ s/\bclosed\b/resolved rejected deleted/i;


<%args>
$query => undef


All I can say is check your server logs, Apache and RT/syslog.

> After restarting Apache...
You don't need to restart it, a graceful HUP will do fine.

-- 
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] Simple Search functionality

2009-05-28 Thread Jerrad Pierce

On Thu, May 28, 2009 at 11:06, Jeff Lucas  wrote:
> I am embarrassed to admit it and apologize for wasting your time... as I
> was not paying attention to detail (which can get a sysAdmin into
> trouble), I misunderstood how this callback worked.
RTFM, words to live by :-P

> I thought this callback put functionality back to the way SimpleSeach
> worked in 3.6.6.  Instead, it "add keywords any and closed to complement
> the implicit active."  "any" and "closed" must be specified in the
> search.  It works... if you use it correctly. :-)
Good to hear. There's a way to replicate 3.6 on that page (I updated things to
be clearer Tuesday), but this is better for db performance, and allows for more
precise searching.
___
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] Set priority based on requestor's group membership

2009-05-28 Thread Steve Hopps

Hi there, at our company there's a group of people who get preferential
treatment because they're top sales guys, and in order to make it easier on
our helpdesk techs, I'd like to have their tickets be prioritized
automatically based on membership to a group.
I'm not sure how to do a check for group membership in a scrip, I've been
looking through the mail archives but haven't had any luck so far. Can
anyone recommend how to do this?

Basically I want the scrip to trigger if they're a member, and set the
priority to something (say 80) on creation, and that's all. Any help would
be appreciated on this one. Thanks!

-Steve
___
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] Possible bug in ExtractCustomFieldValues 2.99_01

2009-05-28 Thread Flynn, Timothy J

Thanks Kevin I think that did the trick.  I looked at the CPAN page for
this module and it referred to sa...@bestpractical.com of all places.
I've never figured out that code checkout so far so I appreciate your
help.

-Tim
   

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Wednesday, May 27, 2009 4:08 PM
To: RT Users
Subject: Re: [rt-users] Possible bug in ExtractCustomFieldValues 2.99_01


On May 27, 2009, at 4:47 PM, Flynn, Timothy J wrote:

> I have been using ExtractCustomFieldValues 2.99_01 for a few months 
> now with RT 3.8.2 and it seemed to work well.  Recently I added some 
> new global custom fields and then applied them to a new queue and I've

> been getting errors unless I remove the new custom fields from the 
> template when emails are parsed.

I think you want:
http://svn.bestpractical.com/cgi-bin/index.cgi/bps/revision/?rev=19391

2.99_01 is a developer release, sounds like there needs to be a 2.99_02

-kevin

>
>
> [Wed May 27 19:26:51 2009] [debug]: Looking for CF Job Name 
> (/usr/local/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/
> lib/
> RT/Action/ExtractCustomFieldValues.pm:105)
> [Wed May 27 19:26:51 2009] [error]: Scrip Commit 15 died. - Can't call

> method "id" on an undefined value at 
> /usr/local/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/
> lib/R
> T/Action/ExtractCustomFieldValues.pm line 119.
>
> Stack:
>
> [/usr/local/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/
> lib/
> RT/Action/ExtractCustomFieldValues.pm:119]
>
> [/usr/local/rt3/local/plugins/RT-Extension-ExtractCustomFieldValues/
> lib/
> RT/Action/ExtractCustomFieldValues.pm:81]
>  [/usr/local/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238]
>  [/usr/local/rt3/bin/../lib/RT/Scrip_Overlay.pm:464]
>  [/usr/local/rt3/bin/../lib/RT/Scrips_Overlay.pm:196]
>  [/usr/local/rt3/bin/../lib/RT/Transaction_Overlay.pm:188]
>  [/usr/local/rt3/bin/../lib/RT/Record.pm:1456]
>  [/usr/local/rt3/bin/../lib/RT/Ticket_Overlay.pm:648]
>  [/usr/local/rt3/bin/../lib/RT/Interface/Email.pm:1357]
>  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> (/usr/local/rt3/bin/../lib/RT/Scrip_Overlay.pm:472)
>
>
>
> I believe it is because in this area of code it tries to see if a 
> field pertains to a queue or not and makes the assumtion that if it is

> global it is in all queues or if it isn't global it is there.  We have

> global custom fields that don't apply to all queues.
>
> 101 sub LoadCF {
> 102 my $self = shift;
> 103 my %args= @_;
> 104 my $CustomFieldName = $args{Name};
> 105 $RT::Logger->debug( "Looking for CF $CustomFieldName");
> 106
> 107 # We do this by hand instead of using LoadByNameAndQueue  
> because
> 108 # that can find disabled queues
> 109 my $cfs = RT::CustomFields->new($RT::SystemUser);
> 110 $cfs->LimitToGlobalOrQueue($self->Queue);
> 111 $cfs->Limit(
> 112 FIELD => 'Name',
> 113 VALUE => $CustomFieldName,
> 114 CASESENSITIVE => 0
> 115 );
> 116 $cfs->RowsPerPage(1);
> 117
> 118 my $cf = $cfs->First;
> 119 if ( $cf->id ) {
> 120 $RT::Logger->debug( "Found CF id " . $cf->id );
> 121 } elsif ( not $args{Quiet} ) {
> 122 $RT::Logger->error( "Couldn't load CF $CustomFieldName!");
> 123 }
> 124
> 125 return $cf;
>
>
>
> It would seem to me that the limit method isn't limiting enough?
> Meaning that it just checks if a custom field is global or not but 
> doesn't seem to check if it is applied or not??  This is my first 
> guess.
> Any ideas on a resolution?
>
>
> Thanks,
> -Tim
> ___
> 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

[rt-users] Ticket will not accept comments or replys

2009-05-28 Thread John Arends

We found a single ticket where comments/replies are not getting appended 
to the ticket, but they get sent out via email just fine.

This is not a permissions issue as other tickets in the same queue are 
fine, plus the comments/replies get emailed out correctly. Just nothing 
further happens to this one ticket.

Anyone ever seen this?
___
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] Set priority based on requestor's group membership

2009-05-28 Thread Raed El-Hames

Just finished working on something very similar , I am guessing the top 
sales guys would be the one creating a ticket, if this is the case you 
can do a scrip:


my $CreatorObj = $self->TicketObj->CreatorObj ;
my $org = $CreatorObj->GroupMembership ;

if ( $org  eq 'The group you need') {
$self->TicketObj->SetPriority(80);
}
return undef;

The function GroupMembership I created in User_Vendor.pm (or 
User_Overlay.pm pending which ever you are using):

sub GroupMembership {
# Identify a group\s a user belong to
# Used in scrip action in queues

# Expects a user id and return group name
# If user belong to more than one it returns comma seperated list

my $self = shift;
my $MemberId = $self->Id ;

my $group_list = '';

my $Groups = RT::Groups->new($RT::SystemUser);
$Groups->Limit( FIELD => 'Domain',OPERATOR => '=', VALUE => 
'SystemInternal');
$Groups->Limit( FIELD => 'Domain',OPERATOR => '=', VALUE => 
'UserDefined');

my $alias = $Groups->Join(
TYPE   => 'left',
ALIAS1 => 'main',
FIELD1 => 'id',
TABLE2 => 'GroupMembers',
FIELD2 => 'GroupId'
);
$Groups->Limit(
ALIAS  => $alias,
FIELD  => 'MemberId',
OPERATOR   => '=',
VALUE  => $MemberId,
);

while ( my $Group = $Groups->Next ) {
$group_list = $group_list.",".$Group->Name ;

}
$group_list =~ s/^,+// ;
return $group_list ;
}


I am not 100% on the SetPriority syntax -you may need to check it--, we 
do n't use priority we use custom fields resembling priority.
Also note  if the Creator (person) is a member of more than one group 
then the $org will be list of group names separated by a comma , in that 
case you maybe better off doing:
if ( $org  =~ /The group name you need/) {
$self->TicketObj->SetPriority(80);
}

Regards;
Roy


Steve Hopps wrote:
> Hi there, at our company there's a group of people who get 
> preferential treatment because they're top sales guys, and in order to 
> make it easier on our helpdesk techs, I'd like to have their tickets 
> be prioritized automatically based on membership to a group.
>
> I'm not sure how to do a check for group membership in a scrip, I've 
> been looking through the mail archives but haven't had any luck so 
> far. Can anyone recommend how to do this?
>
> Basically I want the scrip to trigger if they're a member, and set the 
> priority to something (say 80) on creation, and that's all. Any help 
> would be appreciated on this one. Thanks!
>
> -Steve
___
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] Ticket will not accept comments or replys

2009-05-28 Thread Raed El-Hames

Whats in the database for this ticket (Transactions and Attachments 
tables), it maybe an ugly character in an early attachment stopping the 
history of being displayed??

Regards;
Roy



John Arends wrote:
> We found a single ticket where comments/replies are not getting appended 
> to the ticket, but they get sent out via email just fine.
>
> This is not a permissions issue as other tickets in the same queue are 
> fine, plus the comments/replies get emailed out correctly. Just nothing 
> further happens to this one ticket.
>
> Anyone ever seen this?
> ___
> 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] Ticket will not accept comments or replys

2009-05-28 Thread John Arends

I did some poking around in the database and couldn't find anything 
obvious, but what you suggest is my theory. It's probably something in 
the Attachments table since there isn't a whole lot of data stored in 
the Transactions table as best as I can tell.

I looked at the HTML of the page (view source in FireFox) and nothing 
jumps out at me as incorrectly rendered. The page is not cut off halfway 
or anything. The footer, and other parts of the page are rendered fine. 
It just loses the ability to display any new transactions.

Raed El-Hames wrote:
> Whats in the database for this ticket (Transactions and Attachments 
> tables), it maybe an ugly character in an early attachment stopping the 
> history of being displayed??
>
> Regards;
> Roy
>
>
>
> John Arends wrote:
>   
>> We found a single ticket where comments/replies are not getting appended 
>> to the ticket, but they get sent out via email just fine.
>>
>> This is not a permissions issue as other tickets in the same queue are 
>> fine, plus the comments/replies get emailed out correctly. Just nothing 
>> further happens to this one ticket.
>>
>> Anyone ever seen this?
>> ___
>> 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 
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] Set priority based on requestor's group membership

2009-05-28 Thread Steve Hopps

This worked exactly right. I used =~ instead of eq, and otherwise just cut
and pasted your code. Thank you so much!!
-S

On Thu, May 28, 2009 at 12:02 PM, Raed El-Hames  wrote:

> Just finished working on something very similar , I am guessing the top
> sales guys would be the one creating a ticket, if this is the case you can
> do a scrip:
>
>
> my $CreatorObj = $self->TicketObj->CreatorObj ;
> my $org = $CreatorObj->GroupMembership ;
>
> if ( $org  eq 'The group you need') {
>   $self->TicketObj->SetPriority(80);
> }
> return undef;
>
> The function GroupMembership I created in User_Vendor.pm (or
> User_Overlay.pm pending which ever you are using):
>
> sub GroupMembership {
>   # Identify a group\s a user belong to
>   # Used in scrip action in queues
>
>   # Expects a user id and return group name
>   # If user belong to more than one it returns comma seperated list
>
>   my $self = shift;
>   my $MemberId = $self->Id ;
>
>   my $group_list = '';
>
>   my $Groups = RT::Groups->new($RT::SystemUser);
>   $Groups->Limit( FIELD => 'Domain',OPERATOR => '=', VALUE =>
> 'SystemInternal');
>   $Groups->Limit( FIELD => 'Domain',OPERATOR => '=', VALUE =>
> 'UserDefined');
>
>   my $alias = $Groups->Join(
>   TYPE   => 'left',
>   ALIAS1 => 'main',
>   FIELD1 => 'id',
>   TABLE2 => 'GroupMembers',
>   FIELD2 => 'GroupId'
>   );
>   $Groups->Limit(
>   ALIAS  => $alias,
>   FIELD  => 'MemberId',
>   OPERATOR   => '=',
>   VALUE  => $MemberId,
>   );
>
>   while ( my $Group = $Groups->Next ) {
>   $group_list = $group_list.",".$Group->Name ;
>
>   }
>   $group_list =~ s/^,+// ;
>   return $group_list ;
> }
>
>
> I am not 100% on the SetPriority syntax -you may need to check it--, we do
> n't use priority we use custom fields resembling priority.
> Also note  if the Creator (person) is a member of more than one group then
> the $org will be list of group names separated by a comma , in that case you
> maybe better off doing:
> if ( $org  =~ /The group name you need/) {
>   $self->TicketObj->SetPriority(80);
> }
>
> Regards;
> Roy
>
>
>
> Steve Hopps wrote:
>
>> Hi there, at our company there's a group of people who get preferential
>> treatment because they're top sales guys, and in order to make it easier on
>> our helpdesk techs, I'd like to have their tickets be prioritized
>> automatically based on membership to a group.
>>
>> I'm not sure how to do a check for group membership in a scrip, I've been
>> looking through the mail archives but haven't had any luck so far. Can
>> anyone recommend how to do this?
>>
>> Basically I want the scrip to trigger if they're a member, and set the
>> priority to something (say 80) on creation, and that's all. Any help would
>> be appreciated on this one. Thanks!
>>
>> -Steve
>>
>
___
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] Double line space on Comment

2009-05-28 Thread Michael Mai

Hi,

I have a RT 3.8  system. When an user write a comment or reply, the line space 
is always doubled. Anyways to fix that? Thanks!

Michael 
___
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] Double line space on Comment

2009-05-28 Thread Kevin Falcone


On May 28, 2009, at 4:14 PM, Michael Mai wrote:

> I have a RT 3.8  system. When an user write a comment or reply, the  
> line space is always doubled. Anyways to fix that? Thanks!

Upgrade to 3.8.3
It was one of the RichTextEditor config options that wasn't well  
documented
and I finally found and fixed by source diving

-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] Double line space on Comment

2009-05-28 Thread Michael Mai

Thanks, Kevin. So if I upgrade to 3.8.3, the problem will be fixed or there 
will be options for me to change the setting?

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, May 28, 2009 4:29 PM
To: RT Users
Subject: Re: [rt-users] Double line space on Comment

On May 28, 2009, at 4:14 PM, Michael Mai wrote:

> I have a RT 3.8  system. When an user write a comment or reply, the  
> line space is always doubled. Anyways to fix that? Thanks!

Upgrade to 3.8.3
It was one of the RichTextEditor config options that wasn't well  
documented
and I finally found and fixed by source diving

-kevin
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Double line space on Comment

2009-05-28 Thread Kevin Falcone

On May 28, 2009, at 4:46 PM, Michael Mai wrote:

> Thanks, Kevin. So if I upgrade to 3.8.3, the problem will be fixed  
> or there will be options for me to change the setting?

If you upgrade to 3.8.3 the RichText editor will only generate 
when hitting enter.  There are no config options for this, if you
want to change it back you'll need to configure the RichText editor
separately

-kevin

>
>
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com 
> ] On Behalf Of Kevin Falcone
> Sent: Thursday, May 28, 2009 4:29 PM
> To: RT Users
> Subject: Re: [rt-users] Double line space on Comment
>
>
> On May 28, 2009, at 4:14 PM, Michael Mai wrote:
>
>> I have a RT 3.8  system. When an user write a comment or reply, the
>> line space is always doubled. Anyways to fix that? Thanks!
>
> Upgrade to 3.8.3
> It was one of the RichTextEditor config options that wasn't well
> documented
> and I finally found and fixed by source diving
>
> -kevin
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

___
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] Double line space on Comment

2009-05-28 Thread jmoseley

Kevin, I'm not seeing that behavior.  I've upgraded to 3.8.3 and when using
the RichText editor, I still get  generated when hitting 'enter'.
Basically, everything is double-spaced.  Nor can I find a way to change
that behavior in preferences, in the settings when editing an individual
ticket, nor in RT_Config...

James Moseley



Kevin Falcone  wrote:



If you upgrade to 3.8.3 the RichText editor will only generate 
when hitting enter.  There are no config options for this, if you
want to change it back you'll need to configure the RichText editor
separately

-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] customize the home page of rt

2009-05-28 Thread Ruslan Zakirov

I don't think that it's possible without hacking. May be patches
Emmanuel wrote to add date custom fields to RT have this feature.

On Wed, May 27, 2009 at 9:19 PM, hanane ourdani
 wrote:
>
> Please is there someone who can tell me how can i do this.
>
> Thank you,
> -- Forwarded message --
> From: hanane ourdani 
> Date: 2009/5/26
> Subject: Re: [rt-users] customize the home page of rt
> To: Nick Kartsioukas 
>
>
> indeed, this search is based on 2 custom fields
>
>  - Date et heure début de l`opération (JJ/MM/ HH :MM): 10/05/2009
> 15:20(for example)
>  - Date et Heure fin de l`opération (JJ/MM/ HH :MM) : 10/05/2009
> 17:18
>
> This is the Requet:
>
> Queue = '' AND 'CF..{Date et Heure début de l`opération (JJ/MM/
> HH :MM)}' > '10/05/2009' AND 'CF..{Date et Heure fin de l`opération
> (JJ/MM/ HH :MM)}' < '10/05/2009'
>
> I can do this, but i chould change the date every day, i want that RT do
> this automatically, is it possible ?
>
> thank you very much
>
> 2009/5/26 Nick Kartsioukas 
>>
>> On Tue, 26 May 2009 09:08:08 +, "hanane ourdani"
>>  said:
>> > Please is there a way to display all operations of day in the home page
>> > and how can i do it please,
>>
>> Logged in as a SuperUser, create a new search, Last Updated/After/'1 day
>> ago'.  Save it as an RT system saved search.  Go to Config, Global, At A
>> Glance and add that saved search to the list.
>> ___
>> 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
>



-- 
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] Double line space on Comment

2009-05-28 Thread Kevin Falcone


On May 28, 2009, at 5:43 PM, jmose...@corp.xanadoo.com wrote:

> Kevin, I'm not seeing that behavior.  I've upgraded to 3.8.3 and  
> when using
> the RichText editor, I still get  generated when hitting 'enter'.
> Basically, everything is double-spaced.

Sounds like your upgrade didn't take or you have cached JS
I see the behavior I describe on rt3.fsck.com which is using 3.8.3

> Nor can I find a way to change
> that behavior in preferences, in the settings when editing an  
> individual
> ticket, nor in RT_Config...

As I mentioned, there is no preference at the RT level.

>
>> Kevin Falcone  wrote:
>> There are no config options for this, if you
>> want to change it back you'll need to configure the RichText editor
>> separately

-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] Double line space on Comment

2009-05-28 Thread jmoseley

Kevin, clearing the browser cache worked.  I now see single spacing using
both IE8 and Firefox 3.0.10 when editing via the RT editor.

Thanks!


James Moseley



Kevin Falcone   wrote:

Sounds like your upgrade didn't take or you have cached JS
I see the behavior I describe on rt3.fsck.com which is using 3.8.3


-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

[rt-users] How to get this done.

2009-05-28 Thread H Manohar rayker

Hi,

 

http://rt3.fsck.com/Ticket/Display.html?id=8721

&results=915934c49ede21

 

When the above link as an example is clicked it opens up the login page for
viewing the ticket.

 

How can I achieve that type of working?

 

 

What I am having is that if I sign in to RT and then click this link the
ticket opens as there is an active user session. If am not logged in it will
throw out an error stating

 

 
http://abc.fhgkj.cmn/Ticket/Display.html?id=162   (in my case)

 

"Can't call method "HasRight" on an undefined value at
/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3351."

 

 When referred to the rt.log I find this error:

 

 [Tue May 26 12:05:14 2009] [error]: Couldn't get principal for not  loaded
object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154)

 

 [Tue May 26 12:05:18 2009] [error]: Couldn't get principal for not  loaded
object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154)

 

 

*) Is this is a bug or what do I need to do to get this working?

 

*) Can this be solved by upgrading to RT 3.8.3?

 

I am using this on CentOS 5.2 vmware machine, Apache 1.3.x, MySQL 5.0.45, RT
3.8.2

 

 

Please suggest what I can do with this or where might the chances of
misconfiguration of RT?

___
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] Double line space on Comment

2009-05-28 Thread H Manohar rayker

Hello Kevin,

Could you please let me know which are those files to be edited for this
feature as even I tried to edit the same but unfortunately could not get it.

Also if possible can you test another thing?
When a ticket is created, we get a correspondence mail stating the ticket
subject owner and the link to the ticket something like this..

--
New Ticket has been created.

Tue May 26 10:32:13 2009: Request 162 was acted upon.
 Transaction: Ticket created by Jacob
   Queue: General
 Subject: Template design replacement
   Owner: Nobody
  Requestors: ja...@kjdfhhg.com
  Status: new
 Ticket http://abc.fhgkj.cmn/Ticket/Display.html?id=162 >
--

Here when you click on the ticket URL it should open the ticket right? may
be by asking to login or so to proceed viewing the ticket.

*) Can you check if it opens by asking for a login or opens directly the
   ticket in your RT 3.8.3?

What I am having is that if I sign in to RT and then click this link the
ticket opens as there is an active user session. If am not logged in it will
throw out an error stating

"Can't call method "HasRight" on an undefined value at 
 /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3351."

 When referred to the rt.log I find this error:

 [Tue May 26 12:05:14 2009] [error]: Couldn't get principal for not 
 loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154)

 [Tue May 26 12:05:18 2009] [error]: Couldn't get principal for not 
 loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154)

*) Is this is a bug or what do I need to do to get this working?

*) Can this be solved by upgrading to RT 3.8.3?

I am using this on CentOS 5.2 vmware machine, Apache 1.3.x, MySQL 5.0.45, RT
3.8.2

Please suggest what I can do with this or where might the chances of
misconfiguration of RT? I am using basic method of authentication for
apache.

Thanks && Regards
Manohar

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, May 29, 2009 1:59 AM
To: RT Users
Subject: Re: [rt-users] Double line space on Comment

On May 28, 2009, at 4:14 PM, Michael Mai wrote:

> I have a RT 3.8  system. When an user write a comment or reply, the  
> line space is always doubled. Anyways to fix that? Thanks!

Upgrade to 3.8.3
It was one of the RichTextEditor config options that wasn't well  
documented
and I finally found and fixed by source diving

-kevin
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Use of Bcc field?

2009-05-28 Thread Jo Rhett

Simple.   You get one notification for being the owner.  You get  
another for being a watcher of the queue, which is the Bcc message.   
There's no way to avoid that I've found.

On May 20, 2009, at 12:53 PM, Fran Fabrizio wrote:
> We have an older RT install, version 3.6.4.  I've been noticing  
> recently
> that when a user submits a reply to his ticket for which I am the  
> owner,
> I get his correspondence, but I also get a duplicate email which has  
> no
> To: field (so my mail reader says "undisclosed recipients;") and which
> has me in the Bcc: field.
>
> I finally got annoyed enough to dig and figure out which scrip was  
> doing
> it.  In the logs I see:
>
> [Wed May 20 10:11:38 2009] [info]:
>  #9722/138706 -
> Scrip 6 OnCorrespNotifyOtherRecips
> (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
> [Wed May 20 10:11:38 2009] [info]:
>  No recipients
> found. Not sending. (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm: 
> 257)
> [Wed May 20 10:11:38 2009] [info]:
>  #9722/138706 -
> Scrip 19 OnCorrespNotifyOwner
> (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
> [Wed May 20 10:11:39 2009] [info]:
>  sent  To:
> f...@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276)
> [Wed May 20 10:11:39 2009] [info]:
>  #9722/138706 -
> Scrip 5 OnCorrespNotifyRequestorsAndCCs
> (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:245)
> [Wed May 20 10:11:39 2009] [info]:
>  sent  Bcc:
> f...@cis.uab.edu (/usr/local/rt-3.6.4/lib/RT/Action/SendEmail.pm:276)
>
> So ok - there were no OtherRecipients, good so far.  There was the
> correspondence to me the owner via Scrip 19, also good so far.  But  
> then
> Scrip 5 OnCorrespNotifyRequestorsAndCCs  decided that it should Bcc  
> me.
> That's where I am stumped.
>
> This doesn't happen on all tickets, just some, but I can't discern
> anything special about this ticket - it's just a simple "user sent an
> email to helpdesk" ticket - one Requestor, one Owner.
>
> Was this a known bug from the 3.6 series, or is this just me not
> understanding what the OnCorrespNotifyRequestorsAndCCs scrip is doing?
>
> Thanks,
> Fran
>
> -- 
> Fran Fabrizio
> Senior Systems Analyst
> Department of Computer and Information Sciences
> University of Alabama at Birmingham
> http://www.cis.uab.edu/
> 205.934.0653
>
> ___
> 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

-- 
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] Contribution: dividing ticket into subtasks scrip

2009-05-28 Thread Terence Monteiro

Often in our organization, we have a whole list of tasks for which we
compose a bulleted list in an email and create a ticket. Often, we want
to divide the work on individual list items into separate tickets for
different people to work on.

I've written a scrip action to create tickets for each list item on
which the main ticket depends. It handles bulleted lists of the kind:

 * item 1
 * item 2

and

 - thingy 1
 - thingy 2

This uses RT's depends on feature and so all the individual items need
to be resolved first before the main ticket can be resolved. You can
check it out here:

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

I've tested it on RT 3.6.7. Do reply if you got it working on RT 3.8 or
another version.

-- 
Cheers, Terence.
i-hack-foss at DeepRoot Linux.

___
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] associate calendar to custom field

2009-05-28 Thread H Manohar rayker

Hi Hanane,

 

Do you know how  http://rt3.fsck.com/Ticket/Display.html?id=8721
 &results=915934c49ede2107b146100b159259d7   the action in the
link i.e, to ask for login when the ticket link is clicked can be achieved?

 

What are the setting and configuration to achieve this functionality?

 

Thanks

Manohar

 

  _  

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of hanane
ourdani
Sent: Thursday, May 28, 2009 6:02 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] associate calendar to custom field

 

Hi all ,

I found on this URL : http://rt3.fsck.com/Ticket/Display.html?id=8721
 &results=915934c49ede2107b146100b159259d7

how to do this following this doc Thu
  Feb 05 13:22:47 2009 (12.6k) by guest , but since i change the
type of custom field to select date i get this msg could not find component
for path 'EditCustomFieldDate' when i try to create a new ticket,

thanks for your help

2009/5/27 hanane ourdani 

Hi all,

Is it possible to associate a calendar link to a custom field?

Thank you.

 

___
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] Ticket will not accept comments or replys

2009-05-28 Thread Joop

John Arends wrote:
> I did some poking around in the database and couldn't find anything 
> obvious, but what you suggest is my theory. It's probably something in 
> the Attachments table since there isn't a whole lot of data stored in 
> the Transactions table as best as I can tell.
>
> I looked at the HTML of the page (view source in FireFox) and nothing 
> jumps out at me as incorrectly rendered. The page is not cut off halfway 
> or anything. The footer, and other parts of the page are rendered fine. 
> It just loses the ability to display any new transactions.
>   
Another long shot. Is the ticket part of a merged ticket or do you merge 
tickets on a regular basis?

We have an RT instance which has been upgraded multiple times starting 
from 2.x and we don't merge tickets that often (~20 total). About 4 
months back we had two tickets which wouldn't display history beyond a 
certain point BUT if you displayed history newest to oldest instead of 
oldest to newest you could see beyond that point but lost the older 
transactions. The only thing I could find was that there was quite a bit 
of logging about a merged ticket. I just 'unmerged' the tickets and if I 
remember correctly I could show the whole history of this ticket.

Hope this helps you with your problem.

Regards,

Joop

___
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] Double line space on Comment

2009-05-28 Thread H Manohar rayker

Hello Kevin,

Here is an example of exactly what I need. Follow this link

http://rt3.fsck.com/Ticket/Display.html?id=8721&results=915934c49ede21

How to get this done, any idea..?

Thanks
Manohar

-Original Message-
From: H Manohar rayker [mailto:manoha...@glowtouch.com] 
Sent: Friday, May 29, 2009 8:31 AM
To: 'RT Users'
Subject: RE: [rt-users] Double line space on Comment

Hello Kevin,

Could you please let me know which are those files to be edited for this
feature as even I tried to edit the same but unfortunately could not get it.

Also if possible can you test another thing?
When a ticket is created, we get a correspondence mail stating the ticket
subject owner and the link to the ticket something like this..

--
New Ticket has been created.

Tue May 26 10:32:13 2009: Request 162 was acted upon.
 Transaction: Ticket created by Jacob
   Queue: General
 Subject: Template design replacement
   Owner: Nobody
  Requestors: ja...@kjdfhhg.com
  Status: new
 Ticket http://abc.fhgkj.cmn/Ticket/Display.html?id=162 >
--

Here when you click on the ticket URL it should open the ticket right? may
be by asking to login or so to proceed viewing the ticket.

*) Can you check if it opens by asking for a login or opens directly the
   ticket in your RT 3.8.3?

What I am having is that if I sign in to RT and then click this link the
ticket opens as there is an active user session. If am not logged in it will
throw out an error stating

"Can't call method "HasRight" on an undefined value at 
 /opt/rt3/bin/../lib/RT/Ticket_Overlay.pm line 3351."

 When referred to the rt.log I find this error:

 [Tue May 26 12:05:14 2009] [error]: Couldn't get principal for not 
 loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154)

 [Tue May 26 12:05:18 2009] [error]: Couldn't get principal for not 
 loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1154)

*) Is this is a bug or what do I need to do to get this working?

*) Can this be solved by upgrading to RT 3.8.3?

I am using this on CentOS 5.2 vmware machine, Apache 1.3.x, MySQL 5.0.45, RT
3.8.2

Please suggest what I can do with this or where might the chances of
misconfiguration of RT? I am using basic method of authentication for
apache.

Thanks && Regards
Manohar

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, May 29, 2009 1:59 AM
To: RT Users
Subject: Re: [rt-users] Double line space on Comment

On May 28, 2009, at 4:14 PM, Michael Mai wrote:

> I have a RT 3.8  system. When an user write a comment or reply, the  
> line space is always doubled. Anyways to fix that? Thanks!

Upgrade to 3.8.3
It was one of the RichTextEditor config options that wasn't well  
documented
and I finally found and fixed by source diving

-kevin
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] Cannot locate RT/FM.pm

Re: [rt-users] associate calendar to custom field

Re: [rt-users] associate calendar to custom field

Re: [rt-users] Simple Search functionality

Re: [rt-users] Simple Search functionality

[rt-users] Set priority based on requestor's group membership

Re: [rt-users] Possible bug in ExtractCustomFieldValues 2.99_01

[rt-users] Ticket will not accept comments or replys

Re: [rt-users] Set priority based on requestor's group membership

Re: [rt-users] Ticket will not accept comments or replys

Re: [rt-users] Ticket will not accept comments or replys

Re: [rt-users] Set priority based on requestor's group membership

[rt-users] Double line space on Comment

Re: [rt-users] Double line space on Comment

Re: [rt-users] Double line space on Comment

Re: [rt-users] Double line space on Comment

Re: [rt-users] Double line space on Comment

Re: [rt-users] customize the home page of rt

Re: [rt-users] Double line space on Comment

Re: [rt-users] Double line space on Comment

[rt-users] How to get this done.

Re: [rt-users] Double line space on Comment

Re: [rt-users] Use of Bcc field?

[rt-users] Contribution: dividing ticket into subtasks scrip

Re: [rt-users] associate calendar to custom field

Re: [rt-users] Ticket will not accept comments or replys

Re: [rt-users] Double line space on Comment

27 matches

Site Navigation

Mail list logo

Footer information