Re: [rt-users] RT's model for privileged users
On Wed, 2 Dec 2009, Robert Nesius wrote: I sense having all of my users be privileged is going against the design philosophy of RT, and would appreciate any clarification or insights from other RT admins. There are a number of problems just having a large number of legitimately privileged users; many of the configuration screens don't scale well with a large number of users. We're looking at pretty much privileging all users here (to a greater or lesser extent) but it does cause problems, yeah. -- jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ Tel +44 (0)117 3317661 http://ioctl.org/jan/ Sufficiently large=infinite for sufficiently large values of sufficiently ___ 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] Getting error with Shredder On rt3.8.6
Hi All, We are trying to get the Shredder working on RT 3.8.6 (Ubuntu Install) under tools but with no luck, it keeps saying “Shredder needs a directory to write dumps to. Please check that you have /opt/rt3/var/data/RT-Shredder and it is writable by your web server” in the GUI. We created it manually because it didn’t exist and made it writable by www-data group with no luck. We also tried running the rt-shredder script as below but just seems to be able to delete 10 tickets at a time and we have over 30k deleted tickets to wipe. ./rt-shredder --plugin 'Tickets=query,Queue=it-support and Status=deleted' Did anyone experienced the same problem in the GUI or maybe knows how to delete more tickets at a time? Regards, Wikus Smit ___ 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] Help! RTX-Shredder eats all my memory...
Loos, Christian wrote:
Maybe Shredder will delete some tickets.
Take a look at this bug:
http://rt3.fsck.com/Ticket/Display.html?id=14170user=guestpass=guest
___
I don't think this is what is biting me though - it has been happily
shredding up until now (300K+ tickets). Then again, we have (had) 35
tickets, so I don't know each one intimately, and wouldn't notice if it
did delete some of them accidentally.
I suppose I'll need to go hunting in the database schema and find the
{something} with a lot of associated {something-else}, or a circular
reference of some kind, but I was hoping for a bit of direction :-)
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Re: [rt-users] Auto-creating a 'dependant' ticket On Transaction
Hi Jonathan, maybe the problem is this one below:
[...]
Requestor = $requestors,
DependedOnBy = $tkt-Id) ; == SEMICOLON MISSING (my fault in the
first message!)
return 1;
Regards,
Gabriele
From: Jonathan Rummel jrum...@imapp.com
Subject: Re: [rt-users] Auto-creating a 'dependant' ticket On
Transaction
To: rt-users@lists.bestpractical.com
Message-ID: 26618452.p...@talk.nabble.com
Content-Type: text/plain; charset=UTF-8
Thank you all so much! This is definitely getting me closer to what I
want.
Is there any way you could help dumb-it-down a little more for my
benefit please? And to clarify a little, I don't want this to happen On
Create, only when my CF Progress is changed to Send in a ticket that
already exists. Is the following correct (or close)? If not, could you
please make
corrections?:
CONDITION: User Defined
ACTION: User Defined
TEMPLATE: Global Template: Blank
STAGE: TransactionCreate
CUSTOM CONDITION:
if ($self-TicketObj-FirstCustomFieldValue('Progress') eq 'Send') {
return 1;
}
return 0;
CUSTOM ACTION PREPARATION CODE:
return 1;
CUSTOM ACTION CLEANUP CODE: (this is where I think I'm messing up)
my $trans = $self-TransactionObj;
my $tkt = $self-TicketObj;
my $requestors = [ $tkt-Requestors-MemberEmailAddresses];
my $new_tkt = RT::Ticket-new($RT::SystemUser); my ($id, $msg) =
$new_tkt-Create(
Queue = Data Analysis,
Subject = $tkt-Subject,
Status = 'new',
Requestor = $requestors,
DependedOnBy = $tkt-Id)
return 1;
I know that the Custom Condition works, but the Action doesn't seem to
be working. Any help would greatly be appreciated. Thanks again!
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[rt-users] I'm almost there!
Hey, folks. What this message below means? (Logged on my /var/log/apache2/errors.log) And how can I solve that problem? [Thu Dec 03 12:44:46 2009] [error] [client 200.133.192.22] Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/rt-3.8.6/bin/../local/lib /usr/local/rt-3.8.6/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /usr/local/rt-3.8.6/bin/../lib/RT.pm line 627.\n My /etc/apache2/sites-available/default file is: VirtualHost *:80 ServerName rtracker.pop-sp.rnp.br ServerAdmin wpere...@pop-sp.rnp.br RedirectMatch ^/$ http://rtracker.pop-sp.rnp.br/rt/ DocumentRoot /var/www CustomLog /var/log/apache2/www-pop-webmail.log combined ServerSignature Off LogLevel warn /VirtualHost And my /usr/local/rt-3.8.6/etc/RT_SiteConfig.pm is: ### Custom settings ### Set($rtname, 'PoP-SP'); Set($Organization, 'rtracker.pop-sp.rnp.br'); Set($CorrespondAddress, 'r...@rtracker.pop-sp.rnp.br'); Set($CommentAddress, 'rt-comm...@rtracker.pop-sp.rnp.br'); Set($OwnerEmail, 'ad...@pop-sp.rnp.br'); Set($MaxAttachmentSize, 1000); # THE DATABASE Set($DatabaseType, 'mysql'); Set($DatabaseUser, 'rtuser'); Set($DatabasePassword, 'pass_rtuser'); Set($DatabaseName, 'rtdb'); # THE WEBSERVER Set($WebPath, '/rt'); Set($WebBaseURL, 'http://rtracker.pop-sp.rnp.br'); Thanks in advance! -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br f...@rnp 1015-8902 ___ 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] I'm almost there!
On Thu, Dec 03, 2009 at 12:55:06PM -0200, Wagner Pereira wrote: Hey, folks. What this message below means? (Logged on my /var/log/apache2/errors.log) And how can I solve that problem? [Thu Dec 03 12:44:46 2009] [error] [client 200.133.192.22] Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/rt-3.8.6/bin/../local/lib /usr/local/rt-3.8.6/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /usr/local/rt-3.8.6/bin/../lib/RT.pm line 627.\n Did you install RT::FM? If not, you shouldn't have Set(@Plugins, qw(RT::FM)); in your RT_SiteConfig.pm -kevin My /etc/apache2/sites-available/default file is: VirtualHost *:80 ServerName rtracker.pop-sp.rnp.br ServerAdmin wpere...@pop-sp.rnp.br RedirectMatch ^/$ http://rtracker.pop-sp.rnp.br/rt/ DocumentRoot /var/www CustomLog /var/log/apache2/www-pop-webmail.log combined ServerSignature Off LogLevel warn /VirtualHost And my /usr/local/rt-3.8.6/etc/RT_SiteConfig.pm is: ### Custom settings ### Set($rtname, 'PoP-SP'); Set($Organization, 'rtracker.pop-sp.rnp.br'); Set($CorrespondAddress, 'r...@rtracker.pop-sp.rnp.br'); Set($CommentAddress, 'rt-comm...@rtracker.pop-sp.rnp.br'); Set($OwnerEmail, 'ad...@pop-sp.rnp.br'); Set($MaxAttachmentSize, 1000); # THE DATABASE Set($DatabaseType, 'mysql'); Set($DatabaseUser, 'rtuser'); Set($DatabasePassword, 'pass_rtuser'); Set($DatabaseName, 'rtdb'); # THE WEBSERVER Set($WebPath, '/rt'); Set($WebBaseURL, 'http://rtracker.pop-sp.rnp.br'); Thanks in advance! -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br f...@rnp 1015-8902 ___ 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 pgpT4I9JIAjge.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] I'm almost there!
Kevin, I've tried to install this, but check this out: cpan[1] install RT::FM CPAN: Storable loaded ok (v2.18) Going to read '/root/.cpan/Metadata' Database was generated on Wed, 02 Dec 2009 10:40:10 GMT CPAN: YAML loaded ok (v0.70) Going to read 143 yaml files from /root/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) DONE Restored the state of none (in 1.2107 secs) Warning: Cannot install RT::FM, don't know what it is. Try the command i /RT::FM/ to find objects with matching identifiers. Next, I made what CPAN suggested to do, and... cpan[1] i /RT::FM/ CPAN: Storable loaded ok (v2.18) Going to read '/root/.cpan/Metadata' Database was generated on Wed, 02 Dec 2009 10:40:10 GMT CPAN: YAML loaded ok (v0.70) Going to read 143 yaml files from /root/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) DONE Restored the state of none (in 1.2082 secs) No objects found of any type for argument /RT::FM/ Finally, in my RT_SiteConfig.pm I have the follow lines commented: #Set (@Plugins,(qw(Extension::QuickDelete RT::FM))); #Set (@Plugins,(qw(RT::FM)); -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br f...@rnp 1015-8902 Kevin Falcone escreveu: On Thu, Dec 03, 2009 at 12:55:06PM -0200, Wagner Pereira wrote: Hey, folks. What this message below means? (Logged on my /var/log/apache2/errors.log) And how can I solve that problem? [Thu Dec 03 12:44:46 2009] [error] [client 200.133.192.22] Can't locate RT/FM.pm in @INC (@INC contains: /usr/local/rt-3.8.6/bin/../local/lib /usr/local/rt-3.8.6/bin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /usr/local/rt-3.8.6/bin/../lib/RT.pm line 627.\n Did you install RT::FM? If not, you shouldn't have Set(@Plugins, qw(RT::FM)); in your RT_SiteConfig.pm -kevin My /etc/apache2/sites-available/default file is: VirtualHost *:80 ServerName rtracker.pop-sp.rnp.br ServerAdmin wpere...@pop-sp.rnp.br RedirectMatch ^/$ http://rtracker.pop-sp.rnp.br/rt/ DocumentRoot /var/www CustomLog /var/log/apache2/www-pop-webmail.log combined ServerSignature Off LogLevel warn /VirtualHost And my /usr/local/rt-3.8.6/etc/RT_SiteConfig.pm is: ### Custom settings ### Set($rtname, 'PoP-SP'); Set($Organization, 'rtracker.pop-sp.rnp.br'); Set($CorrespondAddress, 'r...@rtracker.pop-sp.rnp.br'); Set($CommentAddress, 'rt-comm...@rtracker.pop-sp.rnp.br'); Set($OwnerEmail, 'ad...@pop-sp.rnp.br'); Set($MaxAttachmentSize, 1000); # THE DATABASE Set($DatabaseType, 'mysql'); Set($DatabaseUser, 'rtuser'); Set($DatabasePassword, 'pass_rtuser'); Set($DatabaseName, 'rtdb'); # THE WEBSERVER Set($WebPath, '/rt'); Set($WebBaseURL, 'http://rtracker.pop-sp.rnp.br'); Thanks in advance! -- Wagner Pereira PoP-SP/RNP - Ponto de Presença da RNP em São Paulo CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo http://www.pop-sp.rnp.br f...@rnp 1015-8902 ___ 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] I'm almost there!
Try: http://bestpractical.com/rtfm/download.html Max Wagner Pereira wrote: Kevin, I've tried to install this, but check this out: cpan[1] install RT::FM CPAN: Storable loaded ok (v2.18) Going to read '/root/.cpan/Metadata' Database was generated on Wed, 02 Dec 2009 10:40:10 GMT CPAN: YAML loaded ok (v0.70) Going to read 143 yaml files from /root/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) DONE Restored the state of none (in 1.2107 secs) Warning: Cannot install RT::FM, don't know what it is. Try the command i /RT::FM/ to find objects with matching identifiers. Next, I made what CPAN suggested to do, and... cpan[1] i /RT::FM/ CPAN: Storable loaded ok (v2.18) Going to read '/root/.cpan/Metadata' Database was generated on Wed, 02 Dec 2009 10:40:10 GMT CPAN: YAML loaded ok (v0.70) Going to read 143 yaml files from /root/.cpan/build/ CPAN: Time::HiRes loaded ok (v1.9711) DONE Restored the state of none (in 1.2082 secs) No objects found of any type for argument /RT::FM/ Finally, in my RT_SiteConfig.pm I have the follow lines commented: #Set (@Plugins,(qw(Extension::QuickDelete RT::FM))); #Set (@Plugins,(qw(RT::FM)); ___ 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] I'm almost there!
I believe it should be installed to the local/plugins sub-directory inside your RT installation directory.. [r...@abuse02 ~]# ls -l /opt/rt3/local/plugins/ total 28 drwxr-xr-x 5 root root 4096 Dec 1 15:33 RT-Authen-ExternalAuth drwxr-xr-x 4 root root 4096 Dec 1 12:33 RT-Extension-SpawnLinkedTicketInQueue drwxr-xr-x 4 root root 4096 Dec 1 12:33 RT-Extension-SummaryByUser drwxr-xr-x 5 root root 4096 Dec 1 12:36 RT-Extension-TicketAging drwxr-xr-x 8 root root 4096 Nov 30 15:04 RT-FM drwxr-xr-x 4 root root 4096 Dec 1 12:37 RTFM-Extension-ArticleTemplates drwxr-xr-x 6 root root 4096 Nov 30 15:04 RT-IR Max Wagner Pereira wrote: Max, I already installed this RTFM 2.4.2 in my /usr/local directory. Next step is... ___ 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] RTIR Blocks
Has anyone modified RTIR to allow Blocks to be linked to Incident Reports instead of Incidents? If so, how? I don't like the fact that I have to create an Incident Report and then an Incident to create a Block. That logic is flawed. It assumes it takes an actual incident to put a block in place, where as you should want to be proactive and block prior to an incident. Thanks, Paul J ___ 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] Trying to auto include RTFM article based on tab click.
Hi List,
I believe I have the proper method (or not).
{$RT Host
name}/rt3/Ticket/Update.html?Action=Commentid={$ticketNumber}RTFM-Include-Article-Named={$article}
Now when I include the desired article, I have a problem with the way it is
displaying in the FSCK editor Such as Follows:
Hi lt;Requester Namegt;,
br /
br /Your request has been received and assigned to lt;GroupNamegt;
br /
br /Thanks,
br /Service Desk
br /
Is there an extra processing directive that is required to force this to
load first in the Source portion of the FSCK editor?
Thanks,
Bill
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Re: [rt-users] RTIR Blocks
Paul, Why would you want to block an IP before a problem occurs? And how would you know that the IP is going to be problematic before a problem occurs? We utilize RTIR for our Abuse handling. External sites email us to ab...@sagonet.com, which drops into RTIR's Incident Reports queue. From there, our Abuse Admins verify the issue, then proceed to open an Incident Investigation(outbound ticket to our customer) simultaneously. If the customer does not correct the problem within ___ amount of time, our Abuse Admins will then open a Block, blocking the customer IP until they fix the issue. It may just be how you are using it that causes you to feel the logic is flawed. As from my example above, it fits perfectly in the logical workflow. Max pjarami...@kcp.com wrote: Has anyone modified RTIR to allow Blocks to be linked to Incident Reports instead of Incidents? If so, how? I don't like the fact that I have to create an Incident Report and then an Incident to create a Block. That logic is flawed. It assumes it takes an actual incident to put a block in place, where as you should want to be proactive and block prior to an incident. Thanks, Paul J ___ 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] RTIR Blocks
Why would you want to block an IP before a problem occurs? And how would you know that the IP is going to be problematic before a problem occurs? Let me explain better. An a IP or domain doesn't have to cause YOU an incident for it to be blocked. For your business's sake, you should proactively block malicious IPs/Domains. There are variety of sources that provide information on bad IPs and domains. If your not using these and relying on waiting for something bad to happen, I'm very sorry. The logic is flawed for this reason. It REQUIRES an incident to occur before a block can happen. That is flawed in any scenario. A better logic flow would allow for blocks to be tied to either Incident Reports or Incidents. Thanks, Paul J From: Maxwell A. Rathbone mrathb...@sagonet.com To: pjarami...@kcp.com, rt-users@lists.bestpractical.com Date: 12/03/2009 11:36 AM Subject: Re: [rt-users] RTIR Blocks Paul, Why would you want to block an IP before a problem occurs? And how would you know that the IP is going to be problematic before a problem occurs? We utilize RTIR for our Abuse handling. External sites email us to ab...@sagonet.com, which drops into RTIR's Incident Reports queue. From there, our Abuse Admins verify the issue, then proceed to open an Incident Investigation(outbound ticket to our customer) simultaneously. If the customer does not correct the problem within ___ amount of time, our Abuse Admins will then open a Block, blocking the customer IP until they fix the issue. It may just be how you are using it that causes you to feel the logic is flawed. As from my example above, it fits perfectly in the logical workflow. Max pjarami...@kcp.com wrote: Has anyone modified RTIR to allow Blocks to be linked to Incident Reports instead of Incidents? If so, how? I don't like the fact that I have to create an Incident Report and then an Incident to create a Block. That logic is flawed. It assumes it takes an actual incident to put a block in place, where as you should want to be proactive and block prior to an incident. Thanks, Paul J ___ 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] Trying to auto include RTFM article based on tab click.
On Thu, Dec 03, 2009 at 09:31:13AM -0800, William Graboyes wrote:
Hi List,
I believe I have the proper method (or not).
{$RT Host
name}/rt3/Ticket/Update.html?Action=Commentid={$ticketNumber}RTFM-Include-Article-Named={$article}
Now when I include the desired article, I have a problem with the way it
is displaying in the
FSCK editor Such as Follows:
Does it work when using the normal RTFM inclusion method?
You also don't say what RT version you're running, and the FCKeditor
has had a number of bugfixes
-kevin
Hi lt;Requester Namegt;,
br /
br /Your request has been received and assigned to lt;GroupNamegt;
br /
br /Thanks,
br /Service Desk
br /
Is there an extra processing directive that is required to force this to
load first in the
Source portion of the FSCK editor?
pgpOGhEf0EAW8.pgp
Description: PGP signature
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Re: [rt-users] Trying to auto include RTFM article based on tab click.
Kevin,
Some days I would forget my head if it weren't bolted to my neck.
Currently testing on RT 3.8.6.
When you type in the article number and hit `GO` it works as expected, only
when you are wanting to include that article by default (maybe there is a
better way of doing this?) does it look like html source instead of wysiwyg.
Thanks,
Bill
On Thu, Dec 3, 2009 at 9:57 AM, Kevin Falcone falc...@bestpractical.comwrote:
On Thu, Dec 03, 2009 at 09:31:13AM -0800, William Graboyes wrote:
Hi List,
I believe I have the proper method (or not).
{$RT Host
name}/rt3/Ticket/Update.html?Action=Commentid={$ticketNumber}RTFM-Include-Article-Named={$article}
Now when I include the desired article, I have a problem with the way
it is displaying in the
FSCK editor Such as Follows:
Does it work when using the normal RTFM inclusion method?
You also don't say what RT version you're running, and the FCKeditor
has had a number of bugfixes
-kevin
Hi lt;Requester Namegt;,
br /
br /Your request has been received and assigned to lt;GroupNamegt;
br /
br /Thanks,
br /Service Desk
br /
Is there an extra processing directive that is required to force this
to load first in the
Source portion of the FSCK editor?
___
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Commercial support: sa...@bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trying to auto include RTFM article based on tab click.
On Thu, Dec 03, 2009 at 10:10:45AM -0800, William Graboyes wrote:
Currently testing on RT 3.8.6.
When you type in the article number and hit `GO` it works as expected,
only when you are
wanting to include that article by default (maybe there is a better way of
doing this?) does
it look like html source instead of wysiwyg.
You may need to also pass in FCKeditorEncoded=1 in the URL
We escape quoted replies before the FCKeditor sees them, and the RTFM
include looks like a quoted reply in this instance. If that doesn't
solve it, I have no idea without digging.
-kevin
On Thu, Dec 3, 2009 at 9:57 AM, Kevin Falcone
[1]falc...@bestpractical.com wrote:
On Thu, Dec 03, 2009 at 09:31:13AM -0800, William Graboyes wrote:
Hi List,
I believe I have the proper method (or not).
{$RT Host
name}/rt3/Ticket/Update.html?Action=Commentid={$ticketNumber}RTFM-Include-Article-Named={$article}
Now when I include the desired article, I have a problem with the way
it is displaying in
the
FSCK editor Such as Follows:
Does it work when using the normal RTFM inclusion method?
You also don't say what RT version you're running, and the FCKeditor
has had a number of bugfixes
-kevin
Hi lt;Requester Namegt;,
br /
br /Your request has been received and assigned to lt;GroupNamegt;
br /
br /Thanks,
br /Service Desk
br /
Is there an extra processing directive that is required to force this
to load first in the
Source portion of the FSCK editor?
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Re: [rt-users] Trying to auto include RTFM article based on tab click.
Kevin, You Da Man, That worked perfectly. Thanks for the quick help, Bill On Thu, Dec 3, 2009 at 10:17 AM, Kevin Falcone falc...@bestpractical.comwrote: FCKeditorEncoded=1 ___ 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] webkit browser lose session only when viewing Attachment
I found the reason for this problem. But don't know the correct solution. The reason is that RT's runs from the /rt subdirectory on this server. That subdirectory is where the authenticated session cookie applies. When Webkit browser asks for /favicon.ico that is above the /rt directory, therefore the login cookie is inapplicable there. So, RT sends back a response with a new cookie. The reason this happens on 1 of my servers and not the other is because RT on the broken server is one of many NameBasedVirtualHosts. So if the visitor is at this hostname, it hits RT, even if /rt was not part of the REQUEST_URI. On my other server, it uses mod_vhost_alias for all the domains, and RT is installed just as an Alias /rt. So on that server when /favicon.ico is requested, the answer does not come back from RT, but from one of the other mod_vhost_alias domains because the Alias does not apply. It seems I need some kind of rewrite rule in the Apache config to handle people asking for /file instead of /rt/file Or maybe just remove the Alias /rt /usr/share/request-tracker3.8/html and other references to /rt in the Apache configs and just let RT run at DocumentRoot instead of in a subdirectory? Anyone else running RT in a subdirectory of a NameBasedVirtualhost with a suggestion? Allen ___ 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] Custom fields in search results
RT 3.8.5 on FreeBSD 6.2 using Apache 2.2.6 How can I have the search functions search and display custom fields? The page here: http://wiki.bestpractical.com/view/DisplayCustomFieldsInTicketSearch ...says that the conventional method doesn't work in 3.6 and above. I've created Custom Fields for 'tickets', added it to the queue, and when I create a new ticket the dropdown box is there. But in both simple and advanced saarch I'm unable to make RT find results based on the option (development categories 'bugs, 'feature requests', etc) that was chosen for the custom field. -jake ___ 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] Allowing to change to queue without seeing queue anywhere else
Is this possible? I want a set of users to have a queue, and if they get a ticket that belongs elsewhere, they can dump it in to that queue... but they can't see that queue anywhere else? Like, I don't want them to see the queue in the search criteria, in the new ticket in dropdown, in the quick search section, anything like that. Most of my users are quite fluent in how to use RT and don't do stupid things... but I'm afraid of at least a couple of my new users :P haha... any help, much appreciated. Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] Allowing to change to queue without seeing queue anywhere else
Put those users into a special group. Then , in configuration-queues-queuename-group rights, give them access to 'modify ticket' is how I'm guessing it would work... Where 'queuename' is the ticket of the queue(s) they can dump to. Worth a try... On Thu, 3 Dec 2009, Mike Johnson wrote: Is this possible? I want a set of users to have a queue, and if they get a ticket that belongs elsewhere, they can dump it in to that queue... but they can't see that queue anywhere else? Like, I don't want them to see the queue in the search criteria, in the new ticket in dropdown, in the quick search section, anything like that. Most of my users are quite fluent in how to use RT and don't do stupid things... but I'm afraid of at least a couple of my new users :P haha... any help, much appreciated. Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: Off campus toll free 1-800-461-8777, option 8, or locally either (705)-662-7120 or (807)-766-7500 ___ 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] Custom sort for saved searches and dashboards
Hi,
In reference to the question I had regarding customizing the way
dashboards are sorted, I was able to figure it out - thanks:
http://lists.bestpractical.com/pipermail/rt-users/2009-October/061874.html
In fact, there was two files to modify:
/share/html/Dashboards/index.html (Which corresponds to Tools - Dashboards)
/share/html/Dashboards/Elements/ListOfDashboards (Which corresponds to
the Module you can add to your homepage or to other dashboards)
(I think these should be editable under /local now if the patch went through..?)
Also, if I did this, it wouldn't work:
Dashboards = [sort { $a-Name = $b-Name } @{
$dashboards-{personal} || [] }],
Instead, I needed to use this:
Dashboards = [sort { $a-Name cmp $b-Name } @{
$dashboards-{personal} || [] }],
Since instead of comparing a numerical value, I was comparing strings:
Binary = returns -1, 0, or 1 depending on whether the left
argument is numerically less than, equal to, or greater than the right
argument.
Binary cmp returns -1, 0, or 1 depending on whether the left
argument is stringwise less than, equal to, or greater than the right
argument.
Now, on to my real question. I'm trying to ease the process of doing
maintenance on our saved searches because we are using a lot. Right
now, they are sorted by unique ID.
I'd also like to sort them by alphabetical order but I wasn't able to
find the right file to look at.
Can anyone point me in the right direction ?
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Re: [rt-users] Custom sort for saved searches and dashboards
On Thu, Dec 03, 2009 at 02:38:57PM -0500, David wrote:
Hi,
In reference to the question I had regarding customizing the way
dashboards are sorted, I was able to figure it out - thanks:
http://lists.bestpractical.com/pipermail/rt-users/2009-October/061874.html
In fact, there was two files to modify:
/share/html/Dashboards/index.html (Which corresponds to Tools -
Dashboards)
/share/html/Dashboards/Elements/ListOfDashboards (Which corresponds to
the Module you can add to your homepage or to other dashboards)
(I think these should be editable under /local now if the patch went
through..?)
As Shawn mentioned, commit 0c6959ab9ad added callbacks to make them
sortable without an overlay. That patch will be included in 3.8.7.
3.8.7rc1 is available as of yesterday.
-kevin
Also, if I did this, it wouldn't work:
Dashboards = [sort { $a-Name = $b-Name } @{
$dashboards-{personal} || [] }],
Instead, I needed to use this:
Dashboards = [sort { $a-Name cmp $b-Name } @{
$dashboards-{personal} || [] }],
Since instead of comparing a numerical value, I was comparing strings:
Binary = returns -1, 0, or 1 depending on whether the left
argument is numerically less than, equal to, or greater than the right
argument.
Binary cmp returns -1, 0, or 1 depending on whether the left
argument is stringwise less than, equal to, or greater than the right
argument.
Now, on to my real question. I'm trying to ease the process of doing
maintenance on our saved searches because we are using a lot. Right
now, they are sorted by unique ID.
I'd also like to sort them by alphabetical order but I wasn't able to
find the right file to look at.
Can anyone point me in the right direction ?
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[rt-users] Adding AdminCC on ticket creation fails without ModifyTicket right
I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around 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] Custom sort for saved searches and dashboards
Thanks for the heads up on 3.8.7, we'll hold back our upgrade since we were expecting to upgrade to 3.8.6 shortly. However, that does not tell me what file I need to look at for changing the order for Saved Searches ? Thanks for the advice, On Thu, Dec 3, 2009 at 2:45 PM, Kevin Falcone falc...@bestpractical.com wrote: On Thu, Dec 03, 2009 at 02:38:57PM -0500, David wrote: Hi, In reference to the question I had regarding customizing the way dashboards are sorted, I was able to figure it out - thanks: http://lists.bestpractical.com/pipermail/rt-users/2009-October/061874.html In fact, there was two files to modify: /share/html/Dashboards/index.html (Which corresponds to Tools - Dashboards) /share/html/Dashboards/Elements/ListOfDashboards (Which corresponds to the Module you can add to your homepage or to other dashboards) (I think these should be editable under /local now if the patch went through..?) As Shawn mentioned, commit 0c6959ab9ad added callbacks to make them sortable without an overlay. That patch will be included in 3.8.7. 3.8.7rc1 is available as of yesterday. -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] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. As to changing/setting the AdminCc once the ticket is created, that's strictly a ModifyTicket right. There are a couple things you can do to a ticket /without/ that right, which are Make/Show Comments and Reply/See Email correspondence. Another thing you can do is if you know who will be a regular AdminCc on a Queue by queue basis, set the Queue AdminCc Watcher to that person and then set the Queue Group Right for the AdminCc /role/ to allow ModifyTicket. Hope this helps. Kenn LBNL On 12/3/2009 11:58 AM, Nick Kartsioukas wrote: I currently have permissions set on tickets such that only the ticket owner has the ModifyTicket right. If I create a ticket, and on the ticket creation screen set someone as AdminCC, and submit the ticket, the ticket is successfully created but I get a permission denied error on adding the AdminCC. I'm not sure if this is a bug or a feature...I would think that a privileged user creating a ticket should be able to set an AdminCC (for a manager or someone else who wishes to follow the ticket details), but the order in which RT creates the ticket prevents that from working (ticket created, then a separate transaction to add the AdminCC). This problem does not exist when adding a normal CC on ticket creation. If I create the ticket with myself as the owner, it does allow me to set AdminCC, but in our setup a privileged user (as a member of one particular group) does not have ownership permissions in all the queues, but we do have create ticket permissions in other queues. Any ideas if there's a way around 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] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 12:52:06 -0800, Ken Crocker kfcroc...@lbl.gov said: Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. Yep, I am setting the AdminCC on the ticket creation page via the web interface. It appears that RT treats setting the AdminCC as a separate transaction from the ticket creation, so it creates the ticket, then attempts to apply the AdminCC value, and that's where it fails (as after the ticket is created, I don't have the ModifyTicket right). Privileged user with: CreateTicket, CommentOnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments on the queue in question. I wish ModifyTicket was split up, it encompasses quite a lot of operations... ___ 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] Problem seeing all unowned tickets.
All, In RT 3.8.5.I have a dozen or so queues, and people can't see tickets outside their own workgroup queue. This works fine. Each user has the X newest unowned tickets search on their RT at a Glance page (the default). Until recently, this worked fine, but, recently people started reporting tickets missing from that search. The search is pretty simple - select where owner = 'Nobody' and (Status = 'new' or Status = 'open') When I ran this (or viewed it) as root I saw all the tickets. When I clicked on the X Newest unowned tickets tab, I would see all of the tickets - and in this case, there were 9, while the X in X Newest unowned tickets was 10.So, I expected to see all 9 tickets in the RT at a Glance page.Nope Then I noticed that the search said 30 tickets found!OK - thats what I saw as root, too, because I was seeing all tickets, not just the ones in the users queue... I noticed that the ticket that was missing from the user queue was ticket 19 in the root list. So, I set the users X displayed tickets to be 20. Loh and behold - the missing ticket now shows up in his RT at a Glance! It turns out, we now have 20 (and growing) tickets that are no longer displayed in the home page, not because of any problem with the ticket, but, just their position in the list! IE, even though the list has 30 tickets, across all of our queues, each user can only see tickets in the first 10 positions. Does this description make any sense? Does anyone have any clues how I can fix this?Obviously it will quickly be a major problem for us. Thanks This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Kenn LBNL On 12/3/2009 1:27 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 12:52:06 -0800, Ken Crocker kfcroc...@lbl.gov said: Have you tried setting the AdminCc when creating the ticket? You can do that with the WebUI. If these tickets are being created via Email, then downloading/installing the CommandByMail extension/plugin will allow you to do this. Yep, I am setting the AdminCC on the ticket creation page via the web interface. It appears that RT treats setting the AdminCC as a separate transaction from the ticket creation, so it creates the ticket, then attempts to apply the AdminCC value, and that's where it fails (as after the ticket is created, I don't have the ModifyTicket right). Privileged user with: CreateTicket, CommentOnTicket, SeeQueue, ShowOutgoingEmail, ShowTicket, ShowTicketComments on the queue in question. I wish ModifyTicket was split up, it encompasses quite a lot of operations... ___ 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] Problem seeing all unowned tickets.
On Thu, 3 Dec 2009 16:59:25 -0500, Lander, Scott slan...@hearstsc.com said: In RT 3.8.5.I have a dozen or so queues, and people can't see tickets outside their own workgroup queue. This works fine. Each user has the X newest unowned tickets search on their RT at a Glance page (the default). Until recently, this worked fine, but, recently people started reporting tickets missing from that search. If you set $UseSQLForACLChecks, that should fix the problem. From RT_Config.pl: In RT for ages ACL are checked after search what in some situtations result in empty search pages and wrong count of tickets. Set $UseSQLForACLChecks to 1 to use SQL and get rid of these problems. However, this option is beta. In some cases it result in performance improvements, but some setups can not handle it. Depending on how many users/groups you have and how your database is configured you may see a performance hit, maybe give it a try on a test instance and see how much of an impact there is. ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 14:10:32 -0800, Ken Crocker kfcroc...@lbl.gov said: I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Yep, but since I don't have ownership rights in all queues, I would have to create it in a queue in which I could own it, set myself as the owner when I create it, then move the ticket to the other queue...quite a round-about way to do it. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Nope, we don't have any AdminCCs set at the queue level. Sometimes staff here have an interest in a case and want to follow the comments on it, so the ticket creator would add them when creating the ticket. We only want ModifyTicket to be granted to the owner, so someone else doesn't accidentally close or move a ticket that's not theirs (have to steal it, then perform the action...a two-step process that should prevent such errors, especially if someone starts clicking things they don't understand on the Bulk Update screen). ___ 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] webkit browser lose session only when viewing Attachment
For future readers, to make it so that requests for objects above the
$WebPath directory (like /favicon.ico, when WebPath is /rt) do not
trash the current session, I changed the RT installation so that it
runs from the root directory of a subdiomain (rt.example.com) instead
of a subdirectory (example.com/rt).
Changes to Apache config files:
/etc/apache2/sites-available/rt.example.com:
insecure vhost container:
+ backwards compat for anyone with old links to subdir:
+ RewriteEngine on
+ RewriteCond %{REQUEST_URI} ^/rt(.*)
+ RewriteRule .* http://rt.example.com%1 [R]
- Alias /rt /usr/share/request-tracker3.8/html
- Location /rt/REST/1.0/NoAuth
+ Location /REST/1.0/NoAuth
same changes to secure vhost container except rewrite redirects to httpS
/etc/request-tracker3.8/apache2-modperl2.conf:
-RewriteRule ^/rt$ /rt/
-RewriteRule ^/rt/(.*)$ /usr/share/request-tracker3.8/html/$1
-Location /rt/REST/1.0/NoAuth
+Location /REST/1.0/NoAuth
/etc/request-tracker3.8/RT_SiteConfig.d/50-debconf
Set($WebPath , /rt);
Set($WebPath , );
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[rt-users] Requester details in query
Greetings, I want to create a printable report that lists open tickets in a queue that includes requester details including phone and address. Is there a way to do that with the query builder or do I have to whip out my perl-fu and write a custom report. -- Randy Smith http://www.vuser.org/ http://perlstalker.blogspot.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] Requester details in query
On Thu, Dec 03, 2009 at 03:36:42PM -0700, Randy Smith wrote: Greetings, I want to create a printable report that lists open tickets in a queue that includes requester details including phone and address. Is there a way to do that with the query builder or do I have to whip out my perl-fu and write a custom report. -- Randy Smith http://www.vuser.org/ http://perlstalker.blogspot.com/ Randy, We populate custom fields with the requestor information at ticket creation since it does change over time and this allows us to know, for example, from which department the request originated. If you do that, you should be able to simple add the appropriate CF's to your report. Regards, Ken ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
Nick, I was just thinking that we are looking at the wrong cause. I have MANY users that are allowed to create tickets in a queue and NOT allowed to modify those tickets, yet, they are able to create a ticket with an AdminCc with no problems. I'm wondering if, perhaps, we should look at what rights have been granted to those users that are being listed as the ticket's AdminCc. Are they in a group we can look at? if not, we have to look at each user. Kenn LBNL On 12/3/2009 2:20 PM, Nick Kartsioukas wrote: On Thu, 03 Dec 2009 14:10:32 -0800, Ken Crocker kfcroc...@lbl.gov said: I suppose you could make yourself the owner when you create it, then after it is created, give it to someone else. But that is the long way around. You could also write a scrip to do it with RT authority, but that is a little like doing it twice when it shouldn't be necessary. Yep, but since I don't have ownership rights in all queues, I would have to create it in a queue in which I could own it, set myself as the owner when I create it, then move the ticket to the other queue...quite a round-about way to do it. Are you sure you don't have a set list of AdminCc's for each queue? That way you just grant the right ModifyTicket to the role AdminCc at the queue level. Nope, we don't have any AdminCCs set at the queue level. Sometimes staff here have an interest in a case and want to follow the comments on it, so the ticket creator would add them when creating the ticket. We only want ModifyTicket to be granted to the owner, so someone else doesn't accidentally close or move a ticket that's not theirs (have to steal it, then perform the action...a two-step process that should prevent such errors, especially if someone starts clicking things they don't understand on the Bulk Update screen). ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 15:37:18 -0800, Ken Crocker kfcroc...@lbl.gov said: I was just thinking that we are looking at the wrong cause. I have MANY users that are allowed to create tickets in a queue and NOT allowed to modify those tickets, yet, they are able to create a ticket with an AdminCc with no problems. I'm wondering if, perhaps, we should look at what rights have been granted to those users that are being listed as the ticket's AdminCc. Are they in a group we can look at? if not, we have to look at each user. All Privileged users have Watch and WatchAsAdminCC in the queue I'm creating the ticket in, and the user I was attempting to set as AdminCC is Privileged. Hmm. Let me give the details of the permissions here... I'm a Privileged user, in the Net Support group. I'm attempting to create the ticket in the PC Support queue. User I'm attempting to set as AdminCC is also in Net Support. Privileged users have these permissions in the PC Support queue: CreateTicket CommentOnTicket SeeQueue ShowOutgoingEmail ShowTicket ShowTicketComments Watch WatchAsAdminCC PC Support group members have these additional rights in the PC Support queue: AssignCustomFields OwnTicket StealTicket TakeTicket Owner role also has the right ModifyTicket ___ 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] Adding AdminCC on ticket creation fails without ModifyTicket right
On Thu, 03 Dec 2009 15:58:47 -0800, Ken Crocker kfcroc...@lbl.gov said: Is the person you are trying to set as AdminCc also in the PC Support group? No, they are a member of the Net Support group, but they do have Watch and WatchAsAdminCC in the PC Support queue. What rights are set for Privileged users in the Net Support group? I'm not sure I understand...anyone I've told RT Let this user be granted rights to is a Privileged user, correct? So telling RT to give Watch and WatchAsAdminCC to Privileged users should apply to all who have that box checked, regardless of the group they're a member of. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
