Re: [rt-users] HOWTO: add entries to Status field
Hi Michael, You must do this: http://wiki.bestpractical.com/view/ActiveStatus Or also you can do that: http://wiki.bestpractical.com/view/InactiveStatus Best regards, ALBERTO VILLANUEVA DEL VAL Consultant Altran Technologies ParqueEmpresarial Las Mercedes, Edificio 1 Campezo Street, 1- 28022 - Madrid, Spain Tel: + 34 91 744 46 00 - Ext: 2205 Fax: + 34 91 415 24 57 www.altran.es -Mensaje original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] En nombre de Michael Mai Enviado el: viernes, 05 de junio de 2009 17:16 Para: RT Users Asunto: [rt-users] HOWTO: add entries to Status field Hi, I need to modify and /or add new entries to the Status field in a ticket. Where can I make these changes? Cheers, MM ___ 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] R: R: R: a couple bugs in RT 3.8.3
Yes, I have this in my RT_Config.pm: Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); Bye Cris -Messaggio originale- Da: Jo Rhett [mailto:jrh...@netconsonance.com] Inviato: venerdì 5 giugno 2009 20.37 A: Guadagnino Cristiano Cc: Drew Barnes; RT Users Oggetto: Re: [rt-users] R: R: a couple bugs in RT 3.8.3 On Jun 5, 2009, at 6:21 AM, Guadagnino Cristiano wrote: Thank you very much Drew for the additional information. I have now set it to 120 and restarted Apache. Unfortunately, this didn't achieve the expected result. The behaviour is the same as before. Is RefreshHomepage a HomepageComponent? -- 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] Issue with a Scrip to keep the date of a Owner Changed
Hello, I try to keep the date of a Owner changed event. To do this, I use a scrip to write this date value in a CustomField named LastOwnerChangeDate. Condition: On Owner Change Action: User Defined Template: Global Template: Blank Stage: TransactionCreate Custom condition: return 1; Custom action preparation code: my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = LastOwnerChangeDate; my $cf_value = $trans-CreatedAsString; $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; Custom action cleanup code: return 1; It is almost working... : - When I steal a ticket it works. - When I give a ticket from the People section it works. - When I give a ticket from the Basics or Jumbo section, the date is not changed... And here is my issue! In fact, I think that RT begin by evaluating that the owner is changed so the CustomField LastOwnerChangeDate is replaced to the new value by the scrip (OK, that's good!). But then RT evaluates the Field LastOwnerChangeDate in the web form... RT see the old value in the field (the new one is already in the DB) and replace the new value by the old one... Maybe Im wrong but this is what I understand from the logs. Logs for Steal or Give in the People section: Jun 6 13:37:06 rt-support RT: About to think about scrips for transaction #112 Jun 6 13:37:06 rt-support RT: About to prepare scrips for transaction #112 Jun 6 13:37:06 rt-support RT: Found 1 scrips for TransactionCreate stage with applicable type(s) Steal Jun 6 13:37:06 rt-support RT: Loaded$cf_obj-Name = LastOwnerChangeDate Jun 6 13:37:06 rt-support RT: About to commit scrips for transaction #112 Jun 6 13:37:06 rt-support RT: Committing scrip #12 on txn #112 of ticket #1 Jun 6 13:37:06 rt-support RT: Found 0 scrips for TransactionBatch stage with applicable type(s) Steal Logs for Give in the Basics or Jumbo section: Jun 6 13:36:45 rt-support RT: About to think about scrips for transaction #110 Jun 6 13:36:45 rt-support RT: About to prepare scrips for transaction #110 Jun 6 13:36:45 rt-support RT: Found 1 scrips for TransactionCreate stage with applicable type(s) Give Jun 6 13:36:45 rt-support RT: Loaded$cf_obj-Name = LastOwnerChangeDate Jun 6 13:36:45 rt-support RT: About to commit scrips for transaction #110 Jun 6 13:36:45 rt-support RT: Committing scrip #12 on txn #110 of ticket #1 Jun 6 13:36:45 rt-support RT: About to think about scrips for transaction #111 Jun 6 13:36:45 rt-support RT: About to prepare scrips for transaction #111 Jun 6 13:36:45 rt-support RT: Found 1 scrips for TransactionCreate stage with applicable type(s) CustomField Jun 6 13:36:45 rt-support RT: About to commit scrips for transaction #111 Jun 6 13:36:45 rt-support RT: Found 0 scrips for TransactionBatch stage with applicable type(s) Give,CustomField How can I make it works without this issue ? 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
Re: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2
I wanted to grant ShowConfigTab only for a few users who are group directors at my institution, but I don't want that doing so, they can modify the /*GLOBAL*/ RT at a glance, as they can do, if they have this single right. Jo, I'm sure that it is the global RT at a glance, because I'm following these steps: Configuration - Global - RT at a glance and because if any user who has the ShowConfigTab changes something there, you logout and log in as another user, the RT at a glance of the second user has changed. Kenn, the problem is not htat they can change their own RT at a glance. The problem is that they can change the global RT at a glance... Perhaps I'm missing something, but at the moment, I don't know what it is. Thank you again, Carlos Ken Crocker wrote: Carlos, I'm with Jo on this one. We are on 3.6.4 and I have over 100 users and the majority of them do /*NOT*/ have the ShowConfigTab right yet they /*ALL*/ can modify their RT at a Glance settings. Kenn LBNL On 6/5/2009 3:13 AM, Jo Rhett wrote: Are you sure it's the global RT At a Glance? It seems everyone can modify it for themselves... On Jun 5, 2009, at 12:55 AM, Carlos Garcia Montoro wrote: Hi Kenn, hi everybody, Thank you for your answer. I was expecting the same behaviour as you. But for my unpleasant surprise, a user who only has - ShowConfigTab global right for himself. - ShowAprovalsTab global right for Privileged users. And - CreateTicket and SeeQueue in some queues as Everyone's rights in those queues. can do nothing harmful with the single exception of modifying the global RT at a glance. This behaviour has surprised me probably as much as you. Because of it, I want that someone else checks this configuration in order to see whether it is my fault (I am doing something wrong) or it is a RT bug (this happens to everybody, but it shouldn't). Greetings, Carlos PS: I found somewhere a RT installation for testing purposes, but users grants, including root, where so restricted, that I couldn't reproduce the configuration I wanted. Ken Crocker wrote: Carlos, I may be mistaken, butI think the ShowConfigTab merely allows the user to see that tab and the functions under it. The user still needs to have other rights (like ShowTemplate and ModifyTemplate) in order to see/modify templates and I'm sure the same situation exists for other objects to be modified. Kenn LBNL On 6/4/2009 2:54 AM, Carlos Garcia Montoro wrote: Sorry for posting this twice, but I'm trying to make it shorter. Please, can anyone confirm me that a user who only has the global right ShowConfigTab is able to modify the global RT at a glance? I'm using RT 3.8.2 and I would like to know if either I'm doing something wrong or this is the expected behaviour. If this were the second case, should this be considered a bug? For a longer explanation, attached you can find my previous message. Thanking you in advance, Carlos Subject: [rt-users] Rights issue on Configuration - Global - RT at a glance on RT 3.8.2 From: Carlos Garcia Montoro cgar...@ific.uv.es Date: Fri, 29 May 2009 12:18:06 +0200 To: rt-users@lists.bestpractical.com To: rt-users@lists.bestpractical.com Hello, I've a question/request about RT that I have been neither able to resolve from myself, nor have I found it at the RT wiki or googling this mailing list. I'm newbie using RT. I'm installing an organizational RT (ver. 3.8.2). We have some departments that are autonomous of each other. Thus, I want to grant some privileges for every admin group of each department. I want to allow them to handle their own queues, groups, etc. But I also want not to allow them to modify others space. I have achieved this configuration, i.e. admins are only able to see their groups, admins can see all queues but they are only allowed to modify some properties (Cc, AdminCc,...) of their own queues but not other queues. In order to do that I have granted them the global right ShowConfigTab. Otherwise they had rights but they couldn't use them (they couldn't modify group membership of their groups,...). The problem I'm suffering is this: When I grant the ShowConfigTab right to a user or group, I'm also granting privileges to modify the global RT at a glance. Let me show an example: Let me create a user foo who can be granted rights (Let this user be granted rights is checked). This new user isn't a member of any group, so he has no right rather than Everyone and Privileged. At this moment, global rights for these groups are the default (no global right for Everyone, and only ShowApprovalsTab for Privileged). In some queues Everyone has two rights CreateTicket and SeeQueue, but as far as I know they only grant privileges for creating a new ticket in these queues. Let this user be granted the global ShowConfigTab right ( Configuration - Global - User Rights, and
[rt-users] Ticket Status manually changed to resolved will automatically change back to open
Hi! I'm working on a problem regarding user management and ticket modification. I have normal privileged users and others. Everyone (in a global context) has the following rights: CreateTicketModifySelfReplyToTicketModifyTicket (tried it with and without this right, actually i dont want to set this right for everyone)Privileged can addiationally OwnTicketNow there is another group of users which should not have as much rights as privileged users but more rights than everyone. These people are external users which have the privilege to work on tickets like supporter (privileged users). Due to the fact that many many external users could get such a specific status, i dont want to add them to a group manually. As a supporter, I created a ticket, threw it into an External-Queue and as the requestor I set the external users email address. The user has been created, he can access RT but is not allowed to have any additional rights. Im fine with that. When I login as this external user, i want to change the ticket status to resolved (via the self-service-interface) and therefor I click on the ticket — Reply or Comment — and change the status of the ticket out of the drop-down-menu. The History tells me: Ticketstatus changed from opened to resolved (thats what i want) — But at the same second RT does this automatically: — Ticketstatus changed from resolved to opened (thats not what i want) So why does RT change the status back to open automatically? If i wouldnt have the permission to change the status, wouldnt it tell me: Not allowed or something? Does anyone know which additional rights i must set so that predefined external unprivileged users can change the status of their own tickets? Thanks! Best regards, Tommy! ___ 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] AT 1.2.3 default asset Status list
It is depending on your setup, if you have a new, clean install without any
asset, i think it will work, but if you already have assets with old status
values, it will break i think
2009/6/5 Jeff Lucas jlu...@eagleinvsys.com
Per AT 1.2.3’s AT_Config.pm file…
snip
# {{{ Miscellaneous AT Settings
# You can define new statuses and even reorder existing statuses here.
*# WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT*
*# will break horribly.*
@ActiveStatus = qw(production development qa dr pilot test) unless
@ActiveStatus;
@InactiveStatus = qw(retired) unless @InactiveStatus;
snip
We use a different standard and would like to change the default statuses
AT comes with. I do not recall RT using them (production development qa dr
pilot test). Will RT REALLY break horribly if these are changed or is this
warning old/deprecated?
I cannot find them in the Custom Fields section or in the DB dump or in
phpmyadmin (while searching) so how/where would I change them if it is ok to
do so? Or, would I have to change them in AT_Config.pm prior to installing
AT.
Thanks.
-Jeff
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MFG
Torsten Brumm
http://www.torsten-brumm.de
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[rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?
I have looked through the Wiki and anything else I could find for full documentation of the purpose of the Reminders tickets, and I haven't found anything other than explanations of how to deal with problems with them (details of how to make them go away when the ticket they're based on is closed out, etc.). So can someone explain what the major purpose of the Reminders tickets is? Also, the functionality we were trying to achieve with them is the following, which they clearly don't do. How do we do this? We'd like to have a mechanism by which we can set a trigger in a ticket that will send the owner an email on a specified date that says, There's something you need to do with this ticket today. It is not sufficient for it to put up a notice on the RT main page, as we don't normally open RT unless there's a new ticket or we're explicitly updating an existing one -- it must send email to the owner. We don't want anything before the specified date, we want it on the specified date. A one-time email on that date is sufficient. Can Reminders be updated to do this, or is there another mechanism we could use to do this? Thanks, Faith ___ 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 do you reset an RT database to freshly installed status?
I'm working on converting from an old RT2 to a 3.6.x vintage RT3. So far, mostly pretty successfully. I got the new one set up to authenticate off of our Active Directory, and also to create new RT accounts from AD. And I got the email interface up and running. I downloaded the latest rt2-to-rt3 scripts, and over the weekend I ran the export. It went just fine. The import that I ran this morning ran great for quite a while, then crashed when it got a duplicate key error on the Attachments table. There was some data in the system already before I started the import...I deleted everything from the Tickets table but not Attachments. Oops. Anyway, it looks like the import plausibly pulled in everything we really care about...any ticket with an id less than 1 is too old to really care about...but I'm not 100% sure. The export directories show exactly 1000 tickets in every 1000-ticket range, but when I do a search in the new RT for tickets between, say, 1 and 11000, I seem to be short by a few dozen. Doing 'select count(*) from Tickets on the old shows 11801 rows, but on the new one it only shows 7135. So I think I'd like to hit the reset button on the database and try the import again. What do I need to do to make the database look like a fresh install with no activity in it yet? Do I just delete all rows from all tables? That sounds a little dangerous...I'm assuming even a fresh install has SOME rows that govern some basic system behavior. I don't want to reinstall all of RT if I can help it...the perl code is working fine; it's just the database I want to reset. Thanks for any help... -- Kendric Beachey This e-mail and any attachments may contain confidential material for the sole use of the intended recipient. If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited. If you have received this e-mail in error, please contact the sender and delete all copies. Thank you for your cooperation. ___ 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] Filter Alerts
hi, We are sending alerts from our monitoring to RT so that it will create a ticket for us. There's one alert that we do not want ticket to be created. Is there a way to filter this alert? 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
[rt-users] update an existing ticket coming from specific requestor
Hi, Is there a way to just update an existing ticket instead of creating one with request coming from: - specific requestor - specific characters on Subject: (for the request 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
Re: [rt-users] RT 3.8.2 and could not load a valid user problem.
Hi all, i am still facing problem. could any one response ? 2009/6/4 Rana Tanveer ranatanv...@gmail.com: Hi, This is what i am getting in logs: un 4 16:52:18 RT: No permission to create tickets in the queue 'foo' (/usr/lib/perl5/vendor_perl/5.10.0/RT/Interface/Email.pm:244) Jun 4 16:52:18 RT: Could not record email: Ticket creation failed: No permission to create tickets in the queue 'foo' (/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:75) Is it possible to send copy of this error msg to RT owner/admin Rana Tanveer 2009/6/4 Rana Tanveer ranatanv...@gmail.com 2009/6/4 Odhiambo ワシントン odhia...@gmail.com On Thu, Jun 4, 2009 at 4:08 PM, Rana Tanveer ranatanv...@gmail.com wrote: Hi Community and RT Admins I have upgrade from RT 3.8.1 to 3.8.2, but i am facing some problem regarding RT bounce mails. is there any change in RT 3.8.2 ? as from some unprivileged users it bounce mails and for some it does not. ? In Earlier version RT was bouncing every single mail sending by unprivileged users. I have configured my RT in such a way that unprivileged users can't create tickets, so mails should be bounce in the form Could not load a valid user ? if unprivileged user try to send mail to any Q. As I am loosing my important mails, could any one guide me what changes are made in RT 3.8.2 ? This one, you really have to behave like the sysadmin that you are. Everytime I made up my mind to upgrade RT because there was need for me to, I'd do: cp -Rp /opt/rt /opt/rt-RT_VERSION-backup-$DATE mysqldump rt rt-RT_VERSION-dbbackup-$DATE (Well, I always use MySQL) After these I would upgrade and test, test, test (when everyone is supposedly asleep!) If the upgrade is causing you pain, you can back off to the previous version. Otherwise you need to provide some logging information about what is happening. Do you see anything in the ChangeLog that might be related to your problems? -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Clothes make the man. Naked people have little or no influence on society. -- Mark Twain Thanks Odhiambo for your quick response: i have backup, but there are many transactions during, if i opt to RT fallback, than how to downgrade RT DB ? that is also an issue. i am checking logging information, and will update. -- - Rana Tanveer +923224194457 http://www.sysadminsline.com - -- - Rana Tanveer +923224194457 http://www.sysadminsline.com - -- - Rana Tanveer +923224194457 http://www.sysadminsline.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] Only Plain Text Mails.
Hi All, Could any one response me as i am still facing problem ? On Fri, Jun 5, 2009 at 7:16 PM, Rana Tanveerranatanv...@gmail.com wrote: Hi all I need expert opinion regarding either i have to modify templates or config file or both for my text/html problem? Rana Tanveer -- - Rana Tanveer +923224194457 http://www.sysadminsline.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] Binary files broken since upgrade to RT 3.8
This worked fine for us in the end. Did a select on the Content from the restored old database, and then just updated the Content in the corresponding row in the new database. We also have similar problems with other fields, like Headers, where there is any unicode / extended acsii characters (diacritics or Asian characters) and these fields are fixed in the same way. Thank all for your help, - Dominic Dominic Lepiane wrote: Thanks, it looks like this might work. We basically have a script which selects the data out of the 3.6 db and then update the corresponding row in the 3.8 db and so far I'm getting better results. Thanks, - Dominic Aaron Guise wrote: Hi, I too had a similar problem. I inherited our RT System from an earlier administrator whom didn't complete some step correctly earlier in the life of the system. We were going from 3.6.5 to 3.8.0 and all worked fine. Since then to enable some plugins I attempted to update to 3.8.2. I did use --default-character-set=binary on mysqldump and completed all of the upgrade steps as per UPGRADING.mysql but upon browsing the newly updated RT System to my surprise all the binary attachments had been corrupted as you are mentioning. To get around this I created a couple of perl scripts. 1. Pulls all attachments out of the functioning database (Pre-Upgrade) and dumps them to the filesystem 2. Inserts all attachments back into the newly updated schema. This approach worked for me, I was then able to use 3.8.2 without any trouble at all. *Regards,* *Aaron Guise * ___ 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] Issue with a Scrip to keep the date of a Owner Changed
Sebastien, Try using the stage TransactionBatch (remember to turn it on in RT_SiteConfig.pm). I think that will do it. Also, I don't think you need the return 1; on the Custom Condition code area as you have already set a condition by selecting one that is NOT user-defined. Hope this helps. Kenn LBNL On 6/8/2009 2:06 AM, Sébastien Mesnard wrote: Hello, I try to keep the date of a Owner changed event. To do this, I use a scrip to write this date value in a CustomField named LastOwnerChangeDate. Condition: On Owner Change Action: User Defined Template: Global Template: Blank Stage: TransactionCreate Custom condition: return 1; Custom action preparation code: my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = LastOwnerChangeDate; my $cf_value = $trans-CreatedAsString; $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; Custom action cleanup code: return 1; It is almost working... : - When I steal a ticket it works. - When I give a ticket from the People section it works. - When I give a ticket from the Basics or Jumbo section, the date is not changed... And here is my issue! In fact, I think that RT begin by evaluating that the owner is changed so the CustomField LastOwnerChangeDate is replaced to the new value by the scrip (OK, that's good!). But then RT evaluates the Field LastOwnerChangeDate in the web form... RT see the old value in the field (the new one is already in the DB) and replace the new value by the old one... Maybe I'm wrong but this is what I understand from the logs. Logs for Steal or Give in the People section: Jun 6 13:37:06 rt-support RT: About to think about scrips for transaction #112 Jun 6 13:37:06 rt-support RT: About to prepare scrips for transaction #112 Jun 6 13:37:06 rt-support RT: Found 1 scrips for TransactionCreate stage with applicable type(s) Steal Jun 6 13:37:06 rt-support RT: Loaded$cf_obj-Name = LastOwnerChangeDate Jun 6 13:37:06 rt-support RT: About to commit scrips for transaction #112 Jun 6 13:37:06 rt-support RT: Committing scrip #12 on txn #112 of ticket #1 Jun 6 13:37:06 rt-support RT: Found 0 scrips for TransactionBatch stage with applicable type(s) Steal Logs for Give in the Basics or Jumbo section: Jun 6 13:36:45 rt-support RT: About to think about scrips for transaction #110 Jun 6 13:36:45 rt-support RT: About to prepare scrips for transaction #110 Jun 6 13:36:45 rt-support RT: Found 1 scrips for TransactionCreate stage with applicable type(s) Give Jun 6 13:36:45 rt-support RT: Loaded$cf_obj-Name = LastOwnerChangeDate Jun 6 13:36:45 rt-support RT: About to commit scrips for transaction #110 Jun 6 13:36:45 rt-support RT: Committing scrip #12 on txn #110 of ticket #1 Jun 6 13:36:45 rt-support RT: About to think about scrips for transaction #111 Jun 6 13:36:45 rt-support RT: About to prepare scrips for transaction #111 Jun 6 13:36:45 rt-support RT: Found 1 scrips for TransactionCreate stage with applicable type(s) CustomField Jun 6 13:36:45 rt-support RT: About to commit scrips for transaction #111 Jun 6 13:36:45 rt-support RT: Found 0 scrips for TransactionBatch stage with applicable type(s) Give,CustomField How can I make it works without this issue ? 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
[rt-users] Escalating priorities and using 'LastUpdated' in searches
Hi,
We are currently escalating priorities for all queues each night with a
cron job.
# escalate tickets for all queues
while (my $queue = $queues-Next) {
my $queuename = $queue-Name;
system($crontool --search RT::Search::ActiveTicketsInQueue .
--search-arg \$queuename\ .
--action RT::Action::EscalatePriority);
}
Now some people are complaing that they cannot look at tickets that
haven't been updated in a given time period (by a real person) using
'LastUpdated' in searches, since most tickets have their priority
updated every night and there is a transaction: root - Priority changed
from…
Is there a way to ignore transactions of priority change when running
queries using 'LastUpdated', or perhaps I should not run the cron job at
all. I am not sure that it really provides us with anything at the
moment other than being able to sort on priority. What do other people
do with escalating priorities and using LastUpdated in searches?
Regards,
Jason
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Re: [rt-users] reply to a comment leads to correspondence (instead of comment)
Vaclav, I may be missing something here, as I am on 3.6.4, but it was my understanding that adding comments to a ticket does NOT create an email (correspondence). Therefore, how does one Reply to correspondence that does not happen? Just a question so I can understand the context of the problem. Kenn LBNL On 6/8/2009 6:46 AM, Vaclav Vobornik wrote: Hello we are using fetchmail and rt-mailgate --queue General --action correspond to pass emails from mail box into the RT (3.8.2). Unfortunately, we have only one mailbox available and any email reply (to the same email address) to a comment (written using the web interface) leads to unwanted publishing of the comment. Is there any way, how to process [comments] string in a subject that RT could process it as a comment instead of a correspondence even it is sent to the same email address? I know this could be solved on a system level (e.g. procmail), but I would rather see it solved inside the RT... Many thanks Vaclav Vobornik ___ 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] Escalating priorities and using 'LastUpdated' in searches
On Mon, Jun 08, 2009 at 05:39:58PM +0100, Jason Doran wrote:
Hi,
We are currently escalating priorities for all queues each night with a
cron job.
# escalate tickets for all queues
while (my $queue = $queues-Next) {
my $queuename = $queue-Name;
system($crontool --search RT::Search::ActiveTicketsInQueue .
--search-arg \$queuename\ .
--action RT::Action::EscalatePriority);
}
Now some people are complaing that they cannot look at tickets that
haven't been updated in a given time period (by a real person) using
'LastUpdated' in searches, since most tickets have their priority
updated every night and there is a transaction: root - Priority changed
from?
Is there a way to ignore transactions of priority change when running
queries using 'LastUpdated', or perhaps I should not run the cron job at
all. I am not sure that it really provides us with anything at the
moment other than being able to sort on priority. What do other people
do with escalating priorities and using LastUpdated in searches?
Regards,
Jason
Hi Jason,
We initially setup priority escalation nightly as well. And like you
we found that the LastUpdated information was lost. In addition, in
our environment as priorities increased, no additional resources were
actually available to help resolve the higher priority tickets. This
resulted in a large number of tickets with a high priority and often
at the priority cap. So in addition to losing the LastUpdated information,
the use of the priority field to track an issues priority was lost as
well. And one final problem, the additional noise priority escalation
transactions also slowed down ticket display as well. I would recommend
not using priority escalation unless you have addressed all of the
problems mentioned above.
Good luck,
Ken
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Re: [rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?
Faith, I may be wrong, but my understanding of RT tickets (any ticket) is that unless there is a transaction being executed for it, it will not just arbitrarily know to send off a notice to someone. TO do that, you need to create a cron job that will run thru the RT Ticket Tabler and examine the tickets and based on appropriate conditions, send out a notice. At that point, your Reminder tickets are really extraneous. Reminder tickets will only help someone who is using RT online. So, if your purpose in having Reminders is for the Email notice, you need not bother. You can examine the base ticket and find all the conditions needed for that cron job. Hope this helps. Kenn LBNL On 6/8/2009 7:16 AM, Faith Senie wrote: I have looked through the Wiki and anything else I could find for full documentation of the purpose of the Reminders tickets, and I haven't found anything other than explanations of how to deal with problems with them (details of how to make them go away when the ticket they're based on is closed out, etc.). So can someone explain what the major purpose of the Reminders tickets is? Also, the functionality we were trying to achieve with them is the following, which they clearly don't do. How do we do this? We'd like to have a mechanism by which we can set a trigger in a ticket that will send the owner an email on a specified date that says, There's something you need to do with this ticket today. It is not sufficient for it to put up a notice on the RT main page, as we don't normally open RT unless there's a new ticket or we're explicitly updating an existing one -- it must send email to the owner. We don't want anything before the specified date, we want it on the specified date. A one-time email on that date is sufficient. Can Reminders be updated to do this, or is there another mechanism we could use to do this? Thanks, Faith ___ 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] Filter Alerts
rmp, How are you sending the alerts to RT? Email? what? There are some filter you can use in RT_SiteConfig, but they would be based on LDAP filters, etc. Also, depending on the criteria you have for controlling privileges, you could reserve the right for CreateTicket to specific groups of users instead of Everybody or Privileged. Just a thought. Kenn LBNL On 6/8/2009 8:21 AM, rmp dmd wrote: hi, We are sending alerts from our monitoring to RT so that it will create a ticket for us. There's one alert that we do not want ticket to be created. Is there a way to filter this alert? 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] Issue with a Scrip to keep the date of a Owner Changed
Thanks Ken, It really helps. ___ 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] Escalating priorities and using 'LastUpdated' in searches
On Jun 8, 2009, at 12:54 PM, Kenneth Marshall wrote:
On Mon, Jun 08, 2009 at 05:39:58PM +0100, Jason Doran wrote:
Hi,
We are currently escalating priorities for all queues each night
with a
cron job.
# escalate tickets for all queues
while (my $queue = $queues-Next) {
my $queuename = $queue-Name;
system($crontool --search RT::Search::ActiveTicketsInQueue .
--search-arg \$queuename\ .
--action RT::Action::EscalatePriority);
}
Now some people are complaing that they cannot look at tickets that
haven't been updated in a given time period (by a real person) using
'LastUpdated' in searches, since most tickets have their priority
updated every night and there is a transaction: root - Priority
changed
from?
Is there a way to ignore transactions of priority change when running
queries using 'LastUpdated', or perhaps I should not run the cron
job at
all. I am not sure that it really provides us with anything at the
moment other than being able to sort on priority. What do other
people
do with escalating priorities and using LastUpdated in searches?
Regards,
Jason
Hi Jason,
We initially setup priority escalation nightly as well. And like you
we found that the LastUpdated information was lost. In addition, in
our environment as priorities increased, no additional resources were
actually available to help resolve the higher priority tickets. This
resulted in a large number of tickets with a high priority and often
at the priority cap. So in addition to losing the LastUpdated
information,
the use of the priority field to track an issues priority was lost as
well. And one final problem, the additional noise priority
escalation
transactions also slowed down ticket display as well. I would
recommend
not using priority escalation unless you have addressed all of the
problems mentioned above.
The RT::Action::LinearUpdate module has a different update algorithm,
but takes a few arguments, including one to stop recording Transactions
and another to stop updating LastUpdated
You can read about the algorithm and the arguments in the POD of
the action module
-kevin
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[rt-users] Hidden Ticket Dependants
Our current work-flow policy requires four people to be involved in resolving most customer software/data change requests. One of the company partners to approve the request, one person to do the development, one to do the testing and another to push it into production. I'm attempting to create this same work-flow in RT but running into some issues in doing so. First, I tried to do it with a custom field with values for each step; but we have a couple developers who have caused the company partners to request that a ticket can not be resolved until each step is completed. I then attempted to spawn a separate dependant ticket on create; but this has caused issues with the testing department or sys admins wanting to only see tickets that are ready to be tested or pushed. My next idea is to create a queue no one can see, and wait for the custom field to change to a given value then have the tickets move from that queue to the queues people can see, but this seems messy to me. Also, I have a feeling the developers aren't going to want to see a status of (Pending 2 other tickets) on all of their tickets. Has anyone else solved this type of problem, if so what how did you go about doing it? Thanks in advance, Jeremy ___ 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] Hidden Ticket Dependants
Jeremy, We do that. We have a Custom Field we use to mark the progress, another for the name of the person responsible to do the QA test (they get an email automatically when the work is ready for that test), another CF for the date the work was completed, another for the name of the person responsible for migrating the work into production, and finally, one to mark the date the QA test results were approved. Obviously, we do this with some scrips. If you're interested inour workflow, let me know and I'll send you a copy of the code and the documentation. I'm headed to a meeting at the moment, but I'll get back to you when I can, probably tomorrow. Kenn LBNL On 6/8/2009 1:02 PM, Jeremy Winder wrote: Our current work-flow policy requires four people to be involved in resolving most customer software/data change requests. One of the company partners to approve the request, one person to do the development, one to do the testing and another to push it into production. I'm attempting to create this same work-flow in RT but running into some issues in doing so. First, I tried to do it with a custom field with values for each step; but we have a couple developers who have caused the company partners to request that a ticket can not be resolved until each step is completed. I then attempted to spawn a separate dependant ticket on create; but this has caused issues with the testing department or sys admins wanting to only see tickets that are ready to be tested or pushed. My next idea is to create a queue no one can see, and wait for the custom field to change to a given value then have the tickets move from that queue to the queues people can see, but this seems messy to me. Also, I have a feeling the developers aren't going to want to see a status of (Pending 2 other tickets) on all of their tickets. Has anyone else solved this type of problem, if so what how did you go about doing it? Thanks in advance, Jeremy ___ 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] RT 3.8.2 - Query Builder - Dashboards
Hello
I am trying to create some intelligent dashboards using the query builders
to save defined searches, based on CFields.
I seem to recall in an older version of RT that the CFields and values drop
down would show up the only one i see is the CF.{SLA} drop down. I know I
can use the Advanced tab to Build the query manually, however the drop downs
are more intuitive for less SQL empowered users. Is there a way to enable
the query Builder to enumerate active CF's and their values? to use in the
Query Builder?
Also I would like to build a dashboard for Tickets Due Today and ones for
Tomorrow. W/o having to go and change the Due is before date each day can
It auto popolate based upon today's day +1 ?
Please advise,
--MarcAnthony
MarcAnthony Barrette
Sr. Technical Support Manager
e. marcanthony.barre...@theportalgrp.com
e. marcanthony_barre...@toyota.com
m. 415.350.1143
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Re: [rt-users] RT 3.8.2 - Query Builder - Dashboards
MarcAnthony Barrette wrote:
Hello
I am trying to create some intelligent dashboards using the query builders
to save defined searches, based on CFields.
I seem to recall in an older version of RT that the CFields and values drop
down would show up the only one i see is the CF.{SLA} drop down. I know I
can use the Advanced tab to Build the query manually, however the drop downs
are more intuitive for less SQL empowered users. Is there a way to enable
the query Builder to enumerate active CF's and their values? to use in the
Query Builder?
As far as I can tell, CFs need to be global if they are to appear in the query
builder pull-downs.
Also I would like to build a dashboard for Tickets Due Today and ones for
Tomorrow. W/o having to go and change the Due is before date each day can
It auto popolate based upon today's day +1 ?
You can use relative terms like 'today', 'tomorrow' or '3 days ago' in the
time fields for date based searches. They're interpreted every time the
search is run. That should be sufficient for you to build your dashboards.
Cheers,
Matthew
--
Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on serversMarshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK
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Re: [rt-users] RT 3.8.2 - Query Builder - Dashboards
On Jun 8, 2009, at 5:51 PM, Matthew Seaman wrote:
MarcAnthony Barrette wrote:
Hello
I am trying to create some intelligent dashboards using the query
builders
to save defined searches, based on CFields.
I seem to recall in an older version of RT that the CFields and
values drop
down would show up the only one i see is the CF.{SLA} drop down. I
know I
can use the Advanced tab to Build the query manually, however the
drop downs
are more intuitive for less SQL empowered users. Is there a way to
enable
the query Builder to enumerate active CF's and their values? to use
in the
Query Builder?
As far as I can tell, CFs need to be global if they are to appear in
the query
builder pull-downs.
Just select a Queue first.
RT needs to know which CFs to display (based on the queue) unless
they're global
-kevin
Also I would like to build a dashboard for Tickets Due Today and
ones for
Tomorrow. W/o having to go and change the Due is before date each
day can
It auto popolate based upon today's day +1 ?
You can use relative terms like 'today', 'tomorrow' or '3 days ago'
in the
time fields for date based searches. They're interpreted every time
the
search is run. That should be sufficient for you to build your
dashboards.
Cheers,
Matthew
--
Dr Matthew Seaman The Bunker, Ash Radar Station
PGP: 0x60AE908C on serversMarshborough Rd
Tel: +44 1304 814890 Sandwich
Fax: +44 1304 814899 Kent, CT13 0PL, UK
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Re: [rt-users] Reminders: What are they, can they (or something else in RT) be made to do this?
On Jun 8, 2009, at 11:14 AM, Kevin Falcone wrote: Try creating a dashboard with a search of Type = 'reminder' and Due = 'today' and create a subscription to the dashboard Huh? This made perfect sense to me until I tried to create this query. If anyone else tries to do this, set your Due field in the query, then switch to Advanced and add AND Type = 'reminder' to it by hand, then save the query and build a dashboard from it. -- 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
