Re: [rt-users] Due dates based on custom fields

[William Graboyes]

Hi Jose,

Damn laptop, clicked send before I was ready.

at any rate the SLA extension is per ticket, you can also have defaults
based on queue.

thanks,
Bill

On Tue, Jan 19, 2010 at 9:22 PM, William Graboyes <
william.grabo...@theportalgrp.com> wrote:

> Hi Jose,
>
>
> Check out the RT::SLA add on works great, and is easy to set up.
>
>
> On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior <
> jose.jun...@gmail.com> wrote:
>
>> So, I want to use custom fields to classify the tickets on the support
>> queue as some pre-defined services. Each service has a defined SLA. I
>> am also using escalation of tickets based on due date. Is there
>> anything out that can define the due date of tickets based on those
>> custom fields? I saw the SLA extension but it looks like SLA per
>> queue, while what I want is per ticket.
>>
>> --
>> José de Paula Eufrásio Júnior (coredump)
>> MCSO, GRC Professional
>> http://core.eti.br
>> ___
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sa...@bestpractical.com
>>
>> 2010 RT Training Sessions!
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>> Buy a copy at http://rtbook.bestpractical.com
>
>
>
>
> --
> Bill
>
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Re: [rt-users] Due dates based on custom fields

[William Graboyes]

Hi Jose,


Check out the RT::SLA add on works great, and is easy to set up.

On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior <
jose.jun...@gmail.com> wrote:

> So, I want to use custom fields to classify the tickets on the support
> queue as some pre-defined services. Each service has a defined SLA. I
> am also using escalation of tickets based on due date. Is there
> anything out that can define the due date of tickets based on those
> custom fields? I saw the SLA extension but it looks like SLA per
> queue, while what I want is per ticket.
>
> --
> José de Paula Eufrásio Júnior (coredump)
> MCSO, GRC Professional
> http://core.eti.br
> ___
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
> 2010 RT Training Sessions!
> San Francisco, CA, USA - Feb 22 & 23
> Dublin, Ireland - Mar 15 & 16
> Boston, MA, USA - April 5 & 6
> Washington DC, USA - Oct 25 & 26
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com




-- 
Bill
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[rt-users] Due dates based on custom fields

[Jose de Paula Eufrasio Junior]

So, I want to use custom fields to classify the tickets on the support
queue as some pre-defined services. Each service has a defined SLA. I
am also using escalation of tickets based on due date. Is there
anything out that can define the due date of tickets based on those
custom fields? I saw the SLA extension but it looks like SLA per
queue, while what I want is per ticket.

-- 
José de Paula Eufrásio Júnior (coredump)
MCSO, GRC Professional
http://core.eti.br
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Re: [rt-users] How to Search Resolved Tickets & How to Backup RT DB?

[Jason Ledford]

I believe ticket attachments are stored in the attachments table and stored as 
blob data.  so an sql backup should get that as well.

From: rt-users-boun...@lists.bestpractical.com 
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Zach Boettner 
[za...@oxfordsuites.com]
Sent: Tuesday, January 19, 2010 5:35 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] How to Search Resolved Tickets & How to Backup RT DB?

Two questions:


 1.  How can I modify RT so that when I search in the ‘quick search’ box at the 
top right of the page it searches all tickets, including resolved tickets?
 2.  What is the best way to backup the entire RT database, including 
attachments, etc. Currently I am doing an export from phpMyAdmin but I don’t 
believe that includes ticket attachments.

Thanks,

Zach
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[rt-users] Links to linked tickets

[Matt Adams]

Folks:

Our RT installation is accessible from two locations, one public and the 
other internally or over our VPN.

In the majority of situations this does not cause a problem however I 
have noticed that the hyperlinks for any linked tickets use the URL 
configured by $WebDomain rather than simply be relative to the current 
URL used to access RT, whatever that may be.

Contrast this with the navigational links throughout the site that don't 
seem to care what the current URL is.

Is there any way to remove this restriction on the links generated by 
the ShowLink and ShowLinks templates?  There may be other templates but 
these are the ones at fault, so far as I can tell.


Thank in advance,

Matt
-- 
Matt Adams
Development & Network Services, Cypress Interactive
http://cypressinteractive.com, http://edsuite.com
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[rt-users] How to Search Resolved Tickets & How to Backup RT DB?

[Zach Boettner]

Two questions:

 

1.  How can I modify RT so that when I search in the 'quick search' box
at the top right of the page it searches all tickets, including resolved
tickets?
2.  What is the best way to backup the entire RT database, including
attachments, etc. Currently I am doing an export from phpMyAdmin but I don't
believe that includes ticket attachments.

 

Thanks,

 

Zach

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[rt-users] Error with funny redirect SpawnLinkedTicketInQueue

[Jose de Paula Eufrasio Junior]

After installing this plugin I get the new button to create linked
tickets, but when I click on "Create" it redirects to:

http://rtelements/SpawnLinkedTicket?CloneTicket=2&SpawnLinkedTicket=Criar&LinkType=DependsOn-new&CloneQueue=1

As I can see on the code it tries to get the WebURL to redirect, but
something happens in the meantime that breaks it:

RT::Interface::Web::Redirect(
RT->Config->Get('WebURL')."Ticket/Create.html?$query_string"

I got the plugin from here:
http://search.cpan.org/dist/RT-Extension-SpawnLinkedTicketInQueue/lib/RT/Extension/SpawnLinkedTicketInQueue.pm

Maybe is something missing on my config? I dont have a hostname (yet)
so I am acessing the server by its ip address.

-- 
José de Paula Eufrásio Júnior (coredump)
MCSO, GRC Professional
http://core.eti.br
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Re: [rt-users] time ticket creation incorrect

[Jac Gubbels]

Also found out that after the creation, the 'last updated' time of the
ticket in fact is correct. Only the creation time is off. Any idea?
-- Jac


On Mon, Jan 4, 2010 at 8:38 AM, Jac Gubbels  wrote:

> hmmm, but both the server time and 'Select NOW()' give the correct time ...
> Where else should I be looking? (a mysql forum probably :) )
> -- Jac
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Re: [rt-users] Slow queries building list of privileged users (Postgres)

[Dominic Hargreaves]

On Wed, Nov 25, 2009 at 11:25:02AM -0500, Jesse Vincent wrote:
> 
> > I think your suggested new index in group is correct; that's
> > eliminated some more slow queries. I think I'll try and put up a
> > set of annotated additional postgres indexes on the wiki, in lieu
> > of future updates to the indexes created by the schemas shipped with
> > RT.
> 
> (And possibly influencing future index updates as shipped by the vendor ;)

I've created 

I fear that I've lost some of the full rationale for the indexes
I've put in in the frenzy of preparation for our upgrade, but hopefully
this is still useful.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


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[rt-users] E-Mail Ticket Parsing and Decoding

[John Hascall]

Hi all,

As my first real RT project I need to write a Scrip to
parse values out of an email at ticket creation time
and set some Custom Fields.  Because the data is
structured (xml) it looks like "ExtractCustomFieldValues"
probably isn't going to be up to the task.

It looks like getting the content/attachments in the Scrip
is easy enough:

my $xact = $self->TransactionObj;
my $tkt  = $self->TicketObj;
my $cont = $xact->Content;
my $atts = $tkt->attachments;
my $iter = $attachments->get_iterator;
while (my $att = &$iter) {
my $acont = $att->content;
...
}
...

So my question is: How much decoding has been done on
the content by the time I fetch it?  For example,
do I need to worry about stuff like mail sent with:
   Content-Transfer-Encoding: quoted-printable
or
   Content-Transfer-Encoding: base64
or has that already been taken care of?

Thanks,
John



---
John Hascall, j...@iastate.edu
Team Lead, NIADS (Network Infrastructure, Authentication & Directory Services)
IT Services, The Iowa State University of Science and Technology
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[rt-users] Malicious MIME type handling

[Dominic Hargreaves]

I've noticed that there is some logic to override the mime type of
HTML attachments ($TrustHTMLAttachments config) to avoid javascript
XSS attacks in RT.

This was flagged up by a user who was, not unreasonably, confused that
this meant that HTML attachments just resulted in the browser displaying
the raw source.

Now, let me start by saying that my practical knowledge of some of the
more recent XSS issues is by no means comprehensive, but it struck me
that as well as being confusing for the user, this protection is rather
incomplete. There are number of other content types that could supply
"active" content (application/javascript and friends for example - although
it appears that my browser doesn't attempt to execute javascript delivered
as application/javascript on its own).

I'm led to believe that a better way of serving up as user supplied
(untrusted) files to add a Content-Disposition: attachment header.

This would mean that (in firefox at least) the user would only be
offered the ability to download the file; they could then view the
file without active content by visiting a file:/// URL).

Searching for articles on this subject shows that this isn't a panacea
(eg http://i8jesus.com/?p=64,
http://www.foregroundsecurity.com/flash-origin-policy-issues.html)

but I'd have thought that this approach is worth considering.

Has anyone else at Best Practical or in the community been thinking
more about these problems? Should I file a bug relating to this
behaviour suggesting a change from the Content-Type mangling to the
addition of the Content-Disposition header?

Cheers,
Dominic.

-- 
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford


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