Re: [rt-users] New installation: clicking Update Ticket generates a bad URL
Check your RT_SiteConfig.pm for values like WebBaseURL. May be you should add slash to URL. -- Vitaly. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Paul Waterstraat Sent: Friday, April 16, 2010 4:45 AM To: rt-users@lists.bestpractical.com Cc: za...@oxfordsuites.com Subject: [rt-users] New installation: clicking Update Ticket generates a bad URL When I Comment or Reply to a ticket in RT 3.8.7, enter a message, and then hit the Update Ticket button, an apparently bad URL is generated. E.g.: http://request.geology.ucdavis.eduticket/Display.html? id=2results=bd10...[stuff deleted] My RT site is: http://request.geology.ucdavis.edu If I modify the portion .eduticket/ to .edu/Ticket/ in the URL bar then I am taken to a: Results o Message recorded page. So, why no slash / and a lowercase t instead of uppercase T in Ticket? If I leave the Message area blank, I get taken to a working URL: http://request.geology.ucdavis.edu/Ticket/Update.html - Paul. --- --- system config (abbreviated) RT v3.8.7 Perl v5.8.8 under linux # THE WEBSERVER: Set($WebPath , ); Set($WebBaseURL , http://request.geology.ucdavis.edu;); Set($WebURL , http://request.geology.ucdavis.edu;); - Browser: same result in Safari (Mac) v4.0.5, and Firefox (Mac) v3.6.3 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com smime.p7s Description: S/MIME cryptographic signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ARF parsing with RT?
Has anyone done any work on integrating ARF parsing into RT? http://www.mipassoc.org/arf/ Seems like something useful for an abuse desk. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] find time span between dates
Hi, Is there a way to report the difference between RT dates (Created Started), either in the standard or advanced search? I'm looking to generate a report to reflect how rapidly requests are addressed by our support staff. Many thanks Steve [RT v3.6.2] Dr Steven Platt Bioinformatician Statistics, Modelling and Bioinformatics Health Protection Agency Centre for Infections London www.hpa.org.uk/bioinformatics - ** The information contained in the EMail and any attachments is confidential and intended solely and for the attention and use of the named addressee(s). It may not be disclosed to any other person without the express authority of the HPA, or the intended recipient, or both. If you are not the intended recipient, you must not disclose, copy, distribute or retain this message or any part of it. This footnote also confirms that this EMail has been swept for computer viruses, but please re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk ** Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] find time span between dates
Steven; As far as I know there is n't ; what I did is create a global custom field , and a global scrip that populates its values with condition on Status change from new to open, and the action is user defined subtracting the unix time now - the unix created time; then populating the field (in seconds). Our tickets hardly go back to new once are opened , but an if to see if the custom field is empty will be a good safe guard. Obviously this is only useful going forward, for existing tickets you will need to write a script (perl/whatever), pull the tickets you need and work out Started - Created then populate the field, its fairly straight forward with Perl and the RT api. Regards; Roy Steven Platt wrote: Hi, Is there a way to report the difference between RT dates (Created Started) , either in the standard or advanced search ? I ’ m looking to generate a report to reflect how rapidly requests are addressed by our support staff. Many thanks Steve [RT v3.6.2] Dr Steven Platt Bioinformatician Statistics, Modelling and Bioinformatics Health Protection Agency Centre for Infections London www.hpa.org.uk/bioinformatics http://www.hpa.org.uk/bioinformatics * ** The information contained in the EMail and any attachments is confidential and intended solely and for the attention and use of the named addressee(s). It may not be disclosed to any other person without the express authority of the HPA, or the intended recipient, or both. If you are not the intended recipient, you must not disclose, copy, distribute or retain this message or any part of it. This footnote also confirms that this EMail has been swept for computer viruses, but please re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk ** * Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ARF parsing with RT?
On Fri, 2010-04-16 at 11:29 +0100, Howard Jones wrote: Has anyone done any work on integrating ARF parsing into RT? http://www.mipassoc.org/arf/ Seems like something useful for an abuse desk. Yes, it would. You might want to take a look at Mail::Abuse for a potential starting point. Regards -lem Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New installation: clicking Update Ticket generates a bad URL
On Thu, Apr 15, 2010 at 05:44:48PM -0700, Paul Waterstraat wrote: When I Comment or Reply to a ticket in RT 3.8.7, enter a message, and then hit the Update Ticket button, an apparently bad URL is generated. E.g.: Have a look at the $WebBaseURL setting in your config file. I bet you want a trailing / http://request.geology.ucdavis.eduticket/Display.html? id=2results=bd10...[stuff deleted] My RT site is: http://request.geology.ucdavis.edu If I modify the portion .eduticket/ to .edu/Ticket/ in the URL bar then I am taken to a: Results o Message recorded page. So, why no slash / and a lowercase t instead of uppercase T in Ticket? If I leave the Message area blank, I get taken to a working URL: http://request.geology.ucdavis.edu/Ticket/Update.html - Paul. --- --- system config (abbreviated) RT v3.8.7 Perl v5.8.8 under linux # THE WEBSERVER: Set($WebPath , ); Set($WebBaseURL , http://request.geology.ucdavis.edu;); Set($WebURL , http://request.geology.ucdavis.edu;); - Browser: same result in Safari (Mac) v4.0.5, and Firefox (Mac) v3.6.3 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] TransactionBatch - AddCustomFieldValue
Hi, I'm trying to change a CustomField value in OnCreate event. I cant use TransactionCreate stage, because when I resolve the ticket via Web Interface, it changes again my custom field value to what it was. So, I'm trying to use TransactionBatch stage, but the field is not changed. And the script is get executed. What am I doing wrong?? Thanks for any help. -- Sergio Roberto Charpinel Jr. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ARF parsing with RT?
On Fri, Apr 16, 2010 at 09:19:41AM -0430, Luis E. Muñoz wrote: On Fri, 2010-04-16 at 11:29 +0100, Howard Jones wrote: Has anyone done any work on integrating ARF parsing into RT? http://www.mipassoc.org/arf/ Seems like something useful for an abuse desk. Yes, it would. You might want to take a look at Mail::Abuse for a potential starting point. We've actually done some work on ARF parsing for a client, but don't have anything we're currently able to release. It's very doable and is, indeed, a natural fit for RT. -Jesse Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] TransactionBatch - AddCustomFieldValue
Are you creating the ticket from the web interface and that custom field exist in the form; Most likely the script is changing it to the value you want, then its changing again to the value given in the form while processing the form ?? Is that what is happening?? If its , I would suggest you change your scrip condition to Userdefined and look for Custom Field create or change something similar to http://wiki.bestpractical.com/view/OnCustomFieldValueChange Regards; Roy Sergio Charpinel Jr. wrote: Hi, I'm trying to change a CustomField value in OnCreate event. I cant use TransactionCreate stage, because when I resolve the ticket via Web Interface, it changes again my custom field value to what it was. So, I'm trying to use TransactionBatch stage, but the field is not changed. And the script is get executed. What am I doing wrong?? Thanks for any help. -- Sergio Roberto Charpinel Jr. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New installation: clicking Update Ticket generates a bad URL
Resolved. On Apr 16, 2010, at 7:42 AM, Jesse Vincent wrote: On Thu, Apr 15, 2010 at 05:44:48PM -0700, Paul Waterstraat wrote: When I Comment or Reply to a ticket in RT 3.8.7, enter a message, and then hit the Update Ticket button, an apparently bad URL is generated. E.g.: Have a look at the $WebBaseURL setting in your config file. I bet you want a trailing / Adding the trailing slash in $WebBaseURL did not help. So I went back to simplify. I removed from RT_SiteConfig.pm my definitions of $WebPath, $WebBaseURL, and $WebURL, and instead added just the definition of $WebDomain and now all seems to be working fine. Probably a case of supplying too much information (or misinformation) on my part. Thanks. http://request.geology.ucdavis.eduticket/Display.html? id=2results=bd10...[stuff deleted] My RT site is: http://request.geology.ucdavis.edu If I modify the portion .eduticket/ to .edu/Ticket/ in the URL bar then I am taken to a: Results o Message recorded page. So, why no slash / and a lowercase t instead of uppercase T in Ticket? If I leave the Message area blank, I get taken to a working URL: http://request.geology.ucdavis.edu/Ticket/Update.html - Paul. --- --- system config (abbreviated) RT v3.8.7 Perl v5.8.8 under linux # THE WEBSERVER: Set($WebPath , ); Set($WebBaseURL , http://request.geology.ucdavis.edu;); Set($WebURL , http://request.geology.ucdavis.edu;); - Browser: same result in Safari (Mac) v4.0.5, and Firefox (Mac) v3.6.3 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] TransactionBatch - AddCustomFieldValue
Yes, that was happening in TransactionCreate. So, I found people with similar problems that solved this using TransactionBatch, because the scrip is executed later. But, when I change status to resolved, the CustomField does not get changed (in TransactionCreate it was twice). I dont know why this is happening. 2010/4/16 Raed El-Hames r...@vialtus.com Are you creating the ticket from the web interface and that custom field exist in the form; Most likely the script is changing it to the value you want, then its changing again to the value given in the form while processing the form ?? Is that what is happening?? If its , I would suggest you change your scrip condition to Userdefined and look for Custom Field create or change something similar to http://wiki.bestpractical.com/view/OnCustomFieldValueChange Regards; Roy Sergio Charpinel Jr. wrote: Hi, I'm trying to change a CustomField value in OnCreate event. I cant use TransactionCreate stage, because when I resolve the ticket via Web Interface, it changes again my custom field value to what it was. So, I'm trying to use TransactionBatch stage, but the field is not changed. And the script is get executed. What am I doing wrong?? Thanks for any help. -- Sergio Roberto Charpinel Jr. -- Sergio Roberto Charpinel Jr. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] find time span between dates
Hi Roy If you wouldn't mind, could you share the scrip that you used to accomplish this? I'm just setting up a small RT installation those metrics seem like they would be great to start recording. Cheers, Gareth -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Friday, April 16, 2010 6:02 AM To: Steven Platt Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] find time span between dates Steven; As far as I know there is n't ; what I did is create a global custom field , and a global scrip that populates its values with condition on Status change from new to open, and the action is user defined subtracting the unix time now - the unix created time; then populating the field (in seconds). Our tickets hardly go back to new once are opened , but an if to see if the custom field is empty will be a good safe guard. Obviously this is only useful going forward, for existing tickets you will need to write a script (perl/whatever), pull the tickets you need and work out Started - Created then populate the field, its fairly straight forward with Perl and the RT api. Regards; Roy Steven Platt wrote: Hi, Is there a way to report the difference between RT dates (Created Started) , either in the standard or advanced search ? I ' m looking to generate a report to reflect how rapidly requests are addressed by our support staff. Many thanks Steve [RT v3.6.2] Dr Steven Platt Bioinformatician Statistics, Modelling and Bioinformatics Health Protection Agency Centre for Infections London www.hpa.org.uk/bioinformatics http://www.hpa.org.uk/bioinformatics * ** The information contained in the EMail and any attachments is confidential and intended solely and for the attention and use of the named addressee(s). It may not be disclosed to any other person without the express authority of the HPA, or the intended recipient, or both. If you are not the intended recipient, you must not disclose, copy, distribute or retain this message or any part of it. This footnote also confirms that this EMail has been swept for computer viruses, but please re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk ** * Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Queues not showing/updating in QuickCreate box
I've just changed the name of the General queue to Triage, but this is not reflected in the Quick Create box in RT at a Glance, nor in the New Ticket in [Combo box] at the top. Also, I can't select any other Queues in either of these. If I create a new ticket, it does in fact end up in the Triage Queue. Using 3.8 in from Ubuntu Karmic. -- Nick Irvine IT and Network Administrator Artona Group Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] find time span between dates
Gareth;
I have n't my actual scrip to hand at the moment but the below should work ;
Create global custom field (field that applies to all queues) and call
it TimeToUpdate
Create global scrip:
Scrip Condition: On Status Change
Scrip Action: User defined
Custom action preparation code:
if ($self-TransactionObj-NewValue eq 'open' and
$self-TransactionObj-OldValue eq 'new') {
return 1;
} else {
return undef;
}
Custom action cleanup code:
my $cf_v = $self-TicketObj-FirstCustomFieldValue('TimeToUpdate');
if (($cf_v) ($cf_v != '')) {
return undef;
}
my $now = new RT::Date($RT::SystemUser);
$now-SetToNow();
my $createdObj = $self-TicketObj-CreatedObj ;
my $diff = $now-Diff($createdObj);
my $cf_obj = RT::CustomField-new(RT::SystemUser);
$cf_obj-LoadByName(Name= 'TimeToUpdate');
$cf_obj-AddValueForObject(Object = $self-TicketObj, Content = $diff);
return 1;
By the way -Diff will populate the field with number of seconds ; I
think in Date.pm there is a method
-DiffAsString that you can use instead of -Diff which gives you human
readable difference
Regards;
Roy
Gareth Tupper wrote:
Hi Roy
If you wouldn't mind, could you share the scrip that you used to accomplish this?
I'm just setting up a small RT installation those metrics seem like they
would be great to start recording.
Cheers,
Gareth
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames
Sent: Friday, April 16, 2010 6:02 AM
To: Steven Platt
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] find time span between dates
Steven;
As far as I know there is n't ; what I did is create a global custom
field , and a global scrip that populates its values with condition on
Status change from new to open, and the action is user defined
subtracting the unix time now - the unix created time; then populating
the field (in seconds).
Our tickets hardly go back to new once are opened , but an if to see if
the custom field is empty will be a good safe guard.
Obviously this is only useful going forward, for existing tickets you
will need to write a script (perl/whatever), pull the tickets you need
and work out
Started - Created then populate the field, its fairly straight forward
with Perl and the RT api.
Regards;
Roy
Steven Platt wrote:
Hi,
Is there a way to report the difference between RT dates (Created
Started) , either in the standard or advanced search ?
I ' m looking to generate a report to reflect how rapidly requests are
addressed by our support staff.
Many thanks
Steve
[RT v3.6.2]
Dr Steven Platt
Bioinformatician
Statistics, Modelling and Bioinformatics
Health Protection Agency
Centre for Infections
London
www.hpa.org.uk/bioinformatics http://www.hpa.org.uk/bioinformatics
*
**
The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of the
named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended recipient,
or both. If you are not the intended recipient, you must not disclose,
copy, distribute or retain this message or any part of it. This
footnote also confirms that this EMail has been swept for computer
viruses, but please re-sweep any attachments before opening or saving.
HTTP://www.HPA.org.uk
**
*
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.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] Different authentication methods for different queues
On Wed, Apr 14, 2010 at 12:13 AM, Lev Lafayette l...@vpac.org wrote: We have our rt web interface behind https requiring authentication through LDAP. However we have certain queues that would like to provide outsiders (that is, people outside our LDAP) to connect to, preferably with a more limited interface. Their authentication could be through something like .htpassword Has anyone tried anything like this? If you're achieving your ldap auth via the apache module, it will be more difficult. However, if you can use it, the RT::Authen::ExternalAuth module will allow you to set up multiple authentication sources. http://wiki.bestpractical.com/view/ExternalAuth I have it working using two ldap sources. -- Andy Harrison public key: 0x67518262 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Installing: make fixdeps can't find Calendar::Simple
I'm trying to install RT and doing make fixdeps has installed all the necessary CPAN modules, it seems, except for Calendar::Simple make fixdeps gives this output: Warning: Cannot install Calendar::Simple, don't know what it is. Try the command i /Calendar::Simple/ So I tried doing that in CPAN and it finds these results: Module = HTML::Calendar::Simple (STRYTOAST/HTML-Calendar-Simple-0.04.tar.gz) ModuleTemplate::Plugin::Calendar::Simple (JEFFA/Template-Plugin-Calendar-Simple-0.02.tar.gz) 2 items found It seems like the RT Makefile is looking for a module name that doesn't actually exist?? I've never done anything with Perl/CPAN before so I don't know how to fix this =) I am doing this on OpenSuse 11.2 Thanks, Andrew M. Anderson www.unfinishedblog.org Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
