Re: [rt-users] Tickets created with ???? In subject and header fields

[Emmanuel Lacour]

On Thu, Feb 04, 2010 at 02:56:52PM -0500, Coco, Alex wrote:
> I am stumped here,
> 
> I have emails coming in from users in Asia where the subject and from
> headers contain encoded characters for their local language,  when the
> ticket is created in RT the header fields display ??? Instead of the
> localized character set but the bodies of these emails also contain encoded
> characters and display fine in the RT web interface.  I¹m not sure if this
> is the underlying mail service(exim4 on debian) is somehow munging the
> encoded data in the header fields or if this is happening after the
> mailer-gateway processes the incoming request.
> 

it's not your MTA, it's either a badly configured database (but I guess
no as the mail content is ok) or a bug in RT, what version are you
using?


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Re: [rt-users] how to customize Tools index.html with Callback

[Jerrad Pierce]

> Sounds like you also want to use the callback located in
> Toole/index.html or provide a patch to unify these two lists.

Or even a comment that the other exists ;-)
-- 
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Re: [rt-users] how to customize Tools index.html with Callback

[Kevin Falcone]

On Tue, Feb 02, 2010 at 05:32:12PM -0800, Allen wrote:
> v3.8.5 on Ubuntu.
> 
> I am trying to customize the Tools/index.html page to add the same
> item to both the Tab top horizontal navigation menu and to the
> ListMenu of items in the body of the page.
> 
> By creating this local callback file, I was able to get an item into
> the top nav tab:
> /usr/local/share/request-tracker3.8/html/Callbacks/Default/Tools/Elements/Tabs/Default
> 
> <%init>
> $tabs->{e} = { title   => 'Reset Customer Password',
>path=> "Tools/resetpasswdform.html",
>description => "Form to email customer a new password" };
> 
> <%args>
>  $tabs =>undef
> 
> 
> 
> The "items" list on the index page is basically an iteration through
> the title/description of $tabs elements, but it does not show the new
> item that I added through the callback.
> 
> Does anyone know why not? What else do I need to do?

Sounds like you also want to use the callback located in
Toole/index.html or provide a patch to unify these two lists.

-kevin


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[rt-users] Search Results ticket link problem

[Ken Crocker]

To List,

I asked this before, but maybe I wasn't clear.

In 3.6.4, whenever I selected a queue from "QuickSearch" list, it would 
show the active tickets in that queue. From there (or any search results 
page), I could select a ticket number in that list and it would take me 
directly to that ticket display. I /*can no longer select a ticket from 
that list*/. Am I missing a privilege or something? I'm a "SuperUser". I 
notice that the  link does work when I select a ticket number from the 
"unownd" list, but not from any other search results. Help anyone? Thanks.


Kenn
LBNL
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Re: [rt-users] Painless way to install Asset tracker to RT 3.8

[Natxo Asenjo]

On Tue, Feb 2, 2010 at 11:27 PM, Michael Neuschafer
 wrote:
> Does anybody have good instructions on how to install Asset tracker on an RT
> 3.8?

this has worked for me:

http://test.asenjo.nl/index.php/Installation_on_debian_lenny

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natxo
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[rt-users] Tickets created with ???? In subject and header fields

[Coco, Alex]

I am stumped here,

I have emails coming in from users in Asia where the subject and from
headers contain encoded characters for their local language,  when the
ticket is created in RT the header fields display ??? Instead of the
localized character set but the bodies of these emails also contain encoded
characters and display fine in the RT web interface.  I¹m not sure if this
is the underlying mail service(exim4 on debian) is somehow munging the
encoded data in the header fields or if this is happening after the
mailer-gateway processes the incoming request.

Any help greatly appreciated, thank you.

-alex
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[rt-users] Request Resolve approval customization?

[Mike Johnson]

Greetings all,

I'm curious if anyone has written, or if you have stumbled across an extension 
that would put the functionality in that an "owner" can request a ticket to be 
resolved.

I have seen some incident tracking systems that the support person would 
basically set the ticket to "I think it's done" and that would notify the 
requestor who could confirm and it would resolve the ticket.

RT can handle this through a manual process, I'm just curious if anyone went 
and wrote something that would handle this through email?

I can already think of a way to do it should you customize the "customer" 
interface to RT...

This just popped into my head and thought I'd see what the list had to offer.

Thanks!


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


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[rt-users] Resolve Quiet / Transaction Custom Fields

[Jennifer Koermer]

We would like to implement a form of Resolve that allows the actor to
choose if they want to send a Resolve notification or not.  We are
running Version RT 3.8.4.

 

We are attempting to implement the following:

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

 

I created the custom field and added the following to my On Resolve
Notify Requestors scrip for troubleshooting purposes:

my $AllTicketTransactions = $self->TicketObj->Transactions;

while (my $ATransaction= $AllTicketTransactions->Next) {

  my $ATransactionID = $ATransaction->Id;

  my $ATransactionCustomFields = $ATransaction->CustomFields;

  while (my $ACustomField = $ATransactionCustomFields->Next()) {

my $ACustomFieldName = $ACustomField->Name;

my $ACustomFieldValue =
$ATransaction->FirstCustomFieldValue($ACustomFieldName);

$RT::Logger->info( ">  Scrip #10 - Transaction $ATransactionID \n"
);

$RT::Logger->info( ">  CFName  $ACustomFieldName \n"
);

$RT::Logger->info( ">  CFValue $ACustomFieldValue
\n" );

  }

}

 

We implemented this with ResolveQuiet being the custom field.  A section
of the log output can be found here:

[Thu Feb  4 15:42:25 2010] [info]: >  Scrip #10 - Transaction 51907
((eval 8421):31)

[Thu Feb  4 15:42:25 2010] [info]: >  CFName
ResolveQuiet  ((eval 8421):32)

[Thu Feb  4 15:42:25 2010] [info]: >  CFValue   ((eval
8421):33)

[Thu Feb  4 15:42:25 2010] [info]: >  Scrip #10 - Transaction 51908
((eval 8421):31)

[Thu Feb  4 15:42:25 2010] [info]: >  CFName
ResolveQuiet  ((eval 8421):32)

[Thu Feb  4 15:42:25 2010] [info]: >  CFValue   ((eval
8421):33)

[Thu Feb  4 15:42:25 2010] [info]: >  Scrip #10 - Transaction 51909
((eval 8421):31)

[Thu Feb  4 15:42:25 2010] [info]: >  CFName
ResolveQuiet  ((eval 8421):32)

[Thu Feb  4 15:42:25 2010] [info]: >  CFValue   ((eval
8421):33)

[Thu Feb  4 15:42:25 2010] [info]: >  Scrip #10 - Transaction 51910
((eval 8421):31)

[Thu Feb  4 15:42:25 2010] [info]: >  CFName
ResolveQuiet  ((eval 8421):32)

[Thu Feb  4 15:42:25 2010] [info]: >  CFValue   ((eval
8421):33)

 

>From this, it looks like the transactional custom field never actually
gets set.

 

I saw the following on the list:

http://www.gossamer-threads.com/lists/rt/users/57445?search_string=trans
action%20custom%20fields;#57445

 

My questions are:

Am I doing something wrong when I try to obtain the value of the
transaction custom field or are their still issues with transaction
custom fields?

Is there a better way to implement a method for Resolve Quiet?

Is there a better way around this then just changing the transaction
custom field to a ticket custom field?

Is the patch listed above for transaction custom fields still valid?  Is
there a better patch?

Any advice?

 

 

Jennifer Koermer

Assistant Director of Information Technology




PRG

Production Resource Group
 West Side Avenue, North Bergen, NJ 07047
201-758-4349 phone
201-868-7195 fax

201-232-7691 cell
jkoer...@prg.com  
www.prg.com   

 

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Re: [rt-users] comments and correspond by mail

[Toby Darling]

Hi Albert

> After a new ticket is create (by mail), RT send a mail to the requester
> and to the watcher of the queue.
> 
> I would like to known how the watcher can put a comment to this ticket
> using the mail ?
> 
> When the watcher reply to the RT mail, this mail is a . How
> can the watcher make just a comment (don't send to the requester).

I've worked around this with a scrip:

  On Create Notify AdminCcs as Comment with template Transaction

you may need to modify other On Create actions.

Cheers
Toby

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Re: [rt-users] how to customize Tools index.html with Callback

[Jerrad Pierce]

When using this callback, I've only ever had items added to the
sub-menu on top, and never the body of the page... kind of annoying.

-- 
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Re: [rt-users] transferring tickets between RT instances

[Dominic Hargreaves]

On Thu, Feb 04, 2010 at 09:22:23AM +, Ray Horne wrote:
> Does anyone know if there is a utility to transfer all the tickets
> from a particular queue in one RT instance to another queue in a
> different instance on a different server?

I have an outstanding task to do this for a few of our queues, to
support a project which has moved away from our department.

I was originally going to hack rt2tort3 and do this as part of our
rt2 to rt3 migration, but I didn't want to ship them the whole dump.

Instead I found 
which looks suitable for both my and your purposes, but I have not
yet got round to trying it out.

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


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[rt-users] transferring tickets between RT instances

[Ray Horne]

Does anyone know if there is a utility to transfer all the tickets
from a particular queue in one RT instance to another queue in a
different instance on a different server?

Ray Horne
Cambridge University Library
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