Re: [rt-users] Undefined subroutine&RT::EmailParser::ParseAddressFromHeader...

[Kevin Gagel]

It seems this is happening when a new ticket is created and the owner is set to 
an existing user as well.


Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel


--- Original message ---
Subject: [rt-users] Undefined 
subroutinecRT::EmailParser::ParseAddressFromHeader...
From: Kevin Gagel 
To: RT Users 
Date: 10/07/2009 2:47 PM


I am using LDAPSMB1.2_RT3.

When I add email address for the AdminCC of someone that has not logged into RT 
yet I get the following error:

Undefined subroutine eRT::EmailParser::ParseAddressFromHeader called at 
/opt/rt3/bin/../local/lib/RT/User_Local.pm line 272.

What do I have to do to correct this?

Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
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[rt-users] Undefined subroutine &RT::EmailParser::ParseAddressFromHeader...

[Kevin Gagel]

I am using LDAPSMB1.2_RT3.

When I add email address for the AdminCC of someone that has not logged into RT 
yet I get the following error:

Undefined subroutine eRT::EmailParser::ParseAddressFromHeader called at 
/opt/rt3/bin/../local/lib/RT/User_Local.pm line 272.

What do I have to do to correct this?

Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel



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Re: [rt-users] Autohandler error

[Kevin Gagel]

Jesse,

OK thanks I'll ignore it.


Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel


--- Original message ---
Subject: Re: [rt-users] Autohandler error
From: Jesse Vincent 
To: Kevin Gagel 
Cc: RT Users 
Date: 10/07/2009 2:41 PM




On Fri, Jul 10, 2009 at 02:34:54PM -0700, Kevin Gagel wrote:
> > [debug]: /autohandler calls old style callback, use $m->callback 
> > (/opt/rt3/share/html/Elements/Callback:51)
> >
>
> >Perhaps you should consider turning your log level from debug to
> >warning, error or info?
>
> Once I'm finished debugging I will. Isn't this an error that I should be 
> concerned about?
>

Nope. That's why it's a debug level message rather than an error-level
one ;)

Best,
Jesse

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Re: [rt-users] Autohandler error

[Jesse Vincent]

On Fri, Jul 10, 2009 at 02:34:54PM -0700, Kevin Gagel wrote:
> > [debug]: /autohandler calls old style callback, use $m->callback 
> > (/opt/rt3/share/html/Elements/Callback:51)
> >
> 
> >Perhaps you should consider turning your log level from debug to
> >warning, error or info?
> 
> Once I'm finished debugging I will. Isn't this an error that I should be 
> concerned about?
> 

Nope. That's why it's a debug level message rather than an error-level
one ;)

Best,
Jesse
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Re: [rt-users] RTFM rights Question

[Hossein Rafighi]

Many thanks. I did as per your suggestion. All worked okay yesterday. 
But today, when I search for Articles I receive: "Error loading 
"http://abcd.ca":Moved Permanently.

Any Ideas?
Hossein


Kevin Falcone wrote:
> On Wed, Jul 08, 2009 at 09:59:17AM -0700, Hossein Rafighi wrote:
>   
>>  If an unprivileged user does a search for articles they can find them, 
>> but those articles don't show the "Referred to by" links, and therefore 
>> these users can't see the body/contents of articles. Privileged users 
>> can see the "Referred to by" and can click on the link and read the 
>> contents. Do I make sense?
>> 
>
> I think this is a terminology problem.
> Links are not Content
> Links are either automatically generated to tickets 
> that used the RTFM Article or to other things that you've
> manually linked.
>
> The Content of an Article is stored in Custom Fields
> which in the Self Service UI are displayed below the
> Name and the Summary.
>
> If you need to see Links in SelfService, you'll have to
> follow the directions from my previous mail and either
> overlay Article/Display.html or create a callback
> and use that (and send a patch to have the callback
> make it into core)
>
> -kevin
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Re: [rt-users] Autohandler error

[Kevin Gagel]

--- Original message ---
On Fri, Jul 10, 2009 at 02:31:45PM -0700, Kevin Gagel wrote:
> How do I resolve this:
> [debug]: /autohandler calls old style callback, use $m->callback 
> (/opt/rt3/share/html/Elements/Callback:51)
>
> I recently switched from RT::Authen-ExternalAuth to using LDAPSMB1.2_RT3 and 
> now my log file is registering that line frequently.
>
>

>Perhaps you should consider turning your log level from debug to
>warning, error or info?

Once I'm finished debugging I will. Isn't this an error that I should be 
concerned about?

Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel


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Re: [rt-users] (no subject)

[Jesse Vincent]

On Fri, Jul 10, 2009 at 02:31:45PM -0700, Kevin Gagel wrote:
> How do I resolve this:
> [debug]: /autohandler calls old style callback, use $m->callback 
> (/opt/rt3/share/html/Elements/Callback:51)
> 
> I recently switched from RT::Authen-ExternalAuth to using LDAPSMB1.2_RT3 and 
> now my log file is registering that line frequently.
> 
>

Perhaps you should consider turning your log level from debug to
warning, error or info?
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[rt-users] (no subject)

[Kevin Gagel]

How do I resolve this:
[debug]: /autohandler calls old style callback, use $m->callback 
(/opt/rt3/share/html/Elements/Callback:51)

I recently switched from RT::Authen-ExternalAuth to using LDAPSMB1.2_RT3 and 
now my log file is registering that line frequently.


Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel



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Re: [rt-users] Custom Field ordering problem

[Ken Crocker]

Jennifer,

I had the same problem and we're on 3.6.4. I don't know if this happens 
to later versions. I would order the Custom Fields, moving them up and 
down, and yet, when going to create a ticket, nada. I cleared cache and 
re-booted, nada. Then I went to Config->Queues->CustomFields and 
un-applied them all and then re-applied them (one at a time) in the 
sequence I wanted and that worked. I'm not sure if there is another way 
to do it, but that worked for me. This worked for the "Queue-level" 
CF's. The Global ones seem to go first and I only had one of those, so 
that was OK for me. Hope this helps.


Kenn
LBNL

On 7/10/2009 12:37 PM, Jennifer Scales wrote:


Hey all,

 

I'm having a problem with the ordering of custom fields on the "Create 
a new ticket" page, and I'm hoping someone can point me in the right 
direction.


 

The order in which the custom fields display on the 'Create Ticket' 
page bears no actual relationship to the ordering set with the 
web-based admin tools.


 

I verified the SortOrder directly in the DB, and this matches what I 
see on the admin config page.


 

I then did some digging in the source code and traced it to the 
/Ticket/Elements/EditCustomFields code and the 'iterator'-like calls 
to the $CustomFields->Next function. Seeing that, I tried re-calling 
the OrderByCols function of the CustomFields collection in the %INIT 
block of the EditCustomFields like so:


 

 


$CustomFields->OrderByCols(

 { ALIAS => 'main',

   FIELD => 'SortOrder',

   ORDER => 'ASC' }

 );

 

Still no dice - the Next iterator is ignoring the SortOrder for no 
reason I can fathom, and trying to make a coherent layout is nigh 
impossible.


 


Has anyone else seen this, or can suggest a solution or workaround?

FWIW, I'm using RT 3.8.2.

 


Thanks in advance,

 


Jennifer Scales

Help Desk/Public Lab Coordinator

College Information Resources

Haverford College

jsca...@haverford.edu

(610) 896-1373

 




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[rt-users] Custom Field ordering problem

[Jennifer Scales]

Hey all,



I'm having a problem with the ordering of custom fields on the "Create a new 
ticket" page, and I'm hoping someone can point me in the right direction.



The order in which the custom fields display on the 'Create Ticket' page bears 
no actual relationship to the ordering set with the web-based admin tools.



I verified the SortOrder directly in the DB, and this matches what I see on the 
admin config page.



I then did some digging in the source code and traced it to the 
/Ticket/Elements/EditCustomFields code and the 'iterator'-like calls to the 
$CustomFields->Next function. Seeing that, I tried re-calling the OrderByCols 
function of the CustomFields collection in the %INIT block of the 
EditCustomFields like so:





$CustomFields->OrderByCols(

 { ALIAS => 'main',

   FIELD => 'SortOrder',

   ORDER => 'ASC' }

 );



Still no dice - the Next iterator is ignoring the SortOrder for no reason I can 
fathom, and trying to make a coherent layout is nigh impossible.



Has anyone else seen this, or can suggest a solution or workaround?

FWIW, I'm using RT 3.8.2.



Thanks in advance,

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jsca...@haverford.edu
(610) 896-1373

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[rt-users] Custom Field ordering Problem

[Jennifer Scales]

Hey all,



I'm having a problem with the ordering of custom fields on the "Create a new 
ticket" page, and I'm hoping someone can point me in the right direction.



The order in which the custom fields display on the 'Create Ticket' page bears 
no actual relationship to the ordering set with the web-based admin tools.



I verified the SortOrder directly in the DB, and this matches what I see on the 
admin config page.



I then did some digging in the source code and traced it to the 
/Ticket/Elements/EditCustomFields code and the 'iterator'-like calls to the 
$CustomFields->Next function. Seeing that, I tried re-calling the OrderByCols 
function of the CustomFields collection in the %INIT block of the 
EditCustomFields like so:





$CustomFields->OrderByCols(

 { ALIAS => 'main',

   FIELD => 'SortOrder',

   ORDER => 'ASC' }

 );



Still no dice - the Next iterator is ignoring the SortOrder for no reason I can 
fathom, and trying to make a coherent layout is nigh impossible.



Has anyone else seen this, or can suggest a solution or workaround?

FWIW, I'm using RT 3.8.2.



Thanks in advance,

Jennifer Scales
Help Desk/Public Lab Coordinator
College Information Resources
Haverford College
jsca...@haverford.edu
(610) 896-1373

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[rt-users] "Read-Only" global switch?

[Beachey, Kendric]

I'm about to (finally) migrate our 2.0.11 installation to 3.6.5 and
would like to have the 2.0.11 installation stay up for a few months or
so in a read-only capacity.

Is there (or was there as early as 2.0.11) an easy way to make RT be
read-only in a global sense?  I mean, I can run through all the
group/user permissions and turn off anything that constitutes an update.
But if there's an easy way to make it read-only on a system-wide level,
that'd be preferable.

Thanks...
--
Kendric Beachey

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Re: [rt-users] What permission are needed to make unprivaliged user and admincc?

[Ken Crocker]

Kevin,


I'm not completely sure, but I think that the AdminCc (as a "role") 
would require certain ACL records, which means it is a role that is 
"privileged". So, by definition, an "unprivileged" user cannot be an 
AdminCc. That's just my theory. However, a Requestor is also a "role" 
and when an unprivileged user sends in a ticket via Email, he becomes 
the requestor on the ticket so, maybe I'm full of it. Maybe there is a 
configuration setting that allows a NEW user to be added as a privileged 
user. So, my thinking is that you should persue the answer as a 
configuration setting. Hope this helps some.


Kenn
LBNL

On 7/10/2009 9:12 AM, Kevin Gagel wrote:

What permissions are need to allow an unprivileged user and admincc?


Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel




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[rt-users] What permission are needed to make unprivaliged user and admincc?

[Kevin Gagel]

What permissions are need to allow an unprivileged user and admincc?


Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel



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Re: [rt-users] Customize spreadsheet output?

[Schaffer, Russell]

I have gone through and added extra columns to the spreadsheet by just updating 
/share/html/Search/Results.tsv.  It took some testing to get the right fields 
down but it was a simple edit.  This is what I currently have:

my @attrs = qw( id QueueObj->Name Subject Status TimeEstimated TimeWorked 
TimeLeft Priority FinalPriority OwnerObj->Name OwnerObj->RealName
   Requestors->UserMembersObj->First->RealName 
Requestors->UserMembersObj->First->Organization 
Requestors->UserMembersObj->First->Address1
   Requestors->MemberEmailAddressesAsString 
Cc->MemberEmailAddressesAsString AdminCc->MemberEmailAddressesAsString
   DueObj->ISO ToldObj->ISO CreatedObj->ISO ResolvedObj->ISO 
LastUpdatedObj->ISO);

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
s...@i-tracing.com
Sent: Wednesday, June 24, 2009 6:55 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Customize spreadsheet output?

Hello,

I want to use the spreadsheet export with the same columns as those displayed 
in the query web result.
The solution described here 
(http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields) is not 
working with RT 3.8.*
Does someone have already done a working patch for RT 3.8 ?

Thanks


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[rt-users] No recipients found for deferred delivery on transaction

[Kevin Gagel]

I'm having trouble tracking down why I keep getting this message in my debug 
log:
No recipients found for deferred delivery on transaction

This happens (I think) on every transaction that is recorded. I'm more 
concerned with the ticket created transaction. When I create a ticket I do get 
a message - so why is this line recorded in the log file?

Kevin W. Gagel
Network Administrator
Local 5448
My blog:
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My shared files:
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Re: [rt-users] Setting Custom field on create

[Ken Crocker]

Chris,

We do this all the time. Try this:

*** Custom Condition **
return ($self->TransactionObj->Type eq "Create" &&
  $self->TransactionObj->CreatorObj->Id(1101));

*** Custom Prep Code *
my $ticket = $self->TicketObj;
my $cf_obj = RT::CustomField->new($RT::SystemUser);
my $cf_name = "Severity";
my $cf_value = "3";

$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 );


*** Custom Cleanup Code *
return 1;

Hope this helps.

Kenn
LBNL

On 7/9/2009 3:33 PM, Chris Collison wrote:

What I'm trying to do:

When a specific user, id=1101 sends a request to RT I want it to 
create the ticket as normal, but also set a custom field during the 
creations process, ie the Severity custom field.  Tickets from this 
specific user, 1101, will always be assigned the same severity value 
of 3. The scrip to do this seems pretty simple.  The custom field is a 
select type, and normally a user creates the ticket on RT webUI and 
just selects this from the list.  Now we have requests being emailed 
and need to set the custom field during the creation process.  I 
didn't create the custom field, but it looks like this:


Select 1 value:
1 Urgent - blahblah
2 High - blahblah
3 Medium - blahblah
4 Low - blahblah

blahblah being the description of each
Custom Condition:
#
my $transaction = $self->TransactionObj;
my $ticket = $self->TicketObj;

if (($transaction->Type eq 'Create') &&
($ticket->Creator == 1101))
{
return(1);
}
else
{
return(0);
}
#

Custom Action:
#
$Ticket->FirstCustomFieldValue('Severity') = '3'


#
This doesn't work. Also tried setting it as '3 Medium - blahblah'.  It 
seems that this isn't the way to set the customfield.


After reading some posts on here it appears I have to create a custom 
field by hand and set it somehow.


Something like:

my $cf = new RT::CustomField($RT::SystemUser);
$cf = '3 Medium blahblah'
#set a transaction object of type 'CustomField' to the value of $cf?


Is this how I would go about doing it? Am I on the right track here? 
Any help would be appreciated!





~Chris



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Re: [rt-users] auto assign owner to queues

[Gene LeDuc]

testwreq wreq wrote:
> Hello, I am new to the RT system. Can some one please tell me how should 
> I default an owner to a queue?
>  
> All the tickets were coming to the general queue when users submitted 
> tickets using email to r...@domain.com . I created 
> an email alias rt-...@domain.com  with -queue 
> as web. Now all the emailed tickets get generated in the web queue. I 
> would like to know how I can default an owner to this queue?
>  
> I wrote a simple scrip that assigns an owner to the web queue. But the 
> problem is that RT generates a correspondence when the ticket is created 
> with NOBODY as owner, and then it generates a second correspondence that 
> it has assigned the ticket. I want to avoid the second communication. 
> For this reason, I am wondering if there is a way that I can default an 
> owner to a queue?

This should work for you:
1. In your web queue, create a copy of the global notify template that 
the on-create scrip is using.  Give it the same name as the global template.
2. Edit the new template and put a line of perl at the beginning that 
assigns the appropriate owner to the ticket without creating an 
ownership change transaction.  Look on the wiki for an example that uses 
Set(Field=>'Owner',Value=>$owner,RecordTransaction=>0).

Why this should work:
Step 1 tells RT to use the web queue template instead of the global 
template (because they have the same name).
Step 2 sets the ownerdhip of the ticket without creating a new 
transaction and sends out your notification.  Using the 
RecordTransaction=>0 option of the Set() call instead of the SetOwner() 
call prevents the ownership-change scrip from firing and sending a 
second notification.

Have fun with RT!

Regards,
Gene

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[rt-users] /bin/rt script & permissions

[Diona Kidd]

I'm using calls to the /bin/rt script in a perl script to help automate the
creation and attributes of queues for projects. I can make a queue, no
problem using

rt new -t queue set Name='$project_name'

I need to assign AdminCC watchers and group permissions to the newly created
queue. I've looked in the script, wiki, google and through the RT Essentials
book. So far, I'm still unclear on how to do this. Can someone point me in a
direction for a resource to clarify the process for me and/or verify that
this can be done via this script? Alternatively, I realize I can use the API
but I was hoping to learn more about the /bin/rt script and keep my code
simple.

Kind regards,

Diona Kidd
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[rt-users] owners and queues

[testwreq wreq]

Hello, I am new to the RT system. Can some one please tell me how should I
default an owner to a queue?

All the tickets were coming to the general queue when users submitted
tickets using email to r...@domain.com. I created an email alias
rt-...@domain.com with --queue as web. Now all the emailed tickets get
generated in the web queue. I would like to know how and if, I can default
an owner to this queue?

I wrote a simple scrip that assigns an owner to the web queue. But the
problem is that RT generates a correspondence when the ticket is created
with NOBODY as owner, and then it generates a second correspondence that it
has assigned the ticket. I want to avoid the second communication. For this
reason, I am wondering if there is a way that I can default an owner to a
queue?

brgds,
wq
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[rt-users] auto assign owner to queues

[testwreq wreq]

Hello, I am new to the RT system. Can some one please tell me how should I
default an owner to a queue?

All the tickets were coming to the general queue when users submitted
tickets using email to r...@domain.com. I created an email alias
rt-...@domain.com with -queue as web. Now all the emailed tickets get
generated in the web queue. I would like to know how I can default an owner
to this queue?

I wrote a simple scrip that assigns an owner to the web queue. But the
problem is that RT generates a correspondence when the ticket is created
with NOBODY as owner, and then it generates a second correspondence that it
has assigned the ticket. I want to avoid the second communication. For this
reason, I am wondering if there is a way that I can default an owner to a
queue?

brgds,
wq
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Re: [rt-users] Viewing user profiles without modification rights?

[Carlos Garcia Montoro]

You don't have to give the "AdminUsers" right. I think it is enough 
givinig the "Global" "ShowConfigTab" right for the users who  can see 
others profile. Giving this right allows them to see the profile of 
others but not to modify them unless you also grant "AdminUser" or any 
other grant. On the other hand, giving this right also allows them to 
see almost any other configuration (but not modifying it unless you give 
additional rights, so be careful).


Take care,
Carlos

Johnathan Bell wrote:
I thought there was some way for ticket responders to view the  
information about the user who requested the ticket, specifically, the  
user's profile. However, I can't see that anywhere. I know that I can  
turn on the "AdminUsers" right, but I don't really want to give out  
the ability to modify a user's profile, just view it. Is this  
possible? What do I need to do?


Thanks,
Johnathan

--
Johnathan Bell
Internet System Administrator, Baker College

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--
 ___ ___
| __ __ | Carlos García MontoroIngeniero Informático
|_\_Y_/_| Instituto de Física Corpuscular Centro Mixto CSIC - UV
|\_] [_/| Servicios Informáticos
|  [_]  | Edificio Institutos de Investigacióncgar...@ific.uv.es
|C S I C| Apartado de Correos 22085 E-46071 Valencia  Tel: +34 963543706
|___| España / Spain  Fax: +34 963543488
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fn;quoted-printable:Carlos Garc=C3=ADa Montoro
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org;quoted-printable;quoted-printable:Instituto de F=C3=ADsica Corpuscular;Servicios Inform=C3=A1ticos
adr;quoted-printable:Apartado de Correos 22085;;Edificio Institutos de Investigaci=C3=B3n;Valencia;Valencia;E-46071;Spain
email;internet:carlos.gar...@ific.uv.es
tel;work:(+34) 96 354 37 06
x-mozilla-html:TRUE
version:2.1
end:vcard

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