Re: [rt-users] Merge tickets, transaction notification and REST
On Tue, 27 Apr 2010 16:29:01 -0700, kfcroc...@lbl.gov said: The LINKS Table will have that info. Type is MergedInto. Thanks for that. It doesn't show on my version of RT, but perhaps I need to upgrade (we're using 3.6.7) Keith Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem configuring RT Timezone
That fixed it, thanks.
On 27/04/10 18:20, Ruslan Zakirov wrote:
It's a typo in the code :( Replace -RFC2822( @_ ); with -RFC2822( %args );
On Tue, Apr 27, 2010 at 8:45 PM, Kim Covilcov...@lmax.com wrote:
Thanks Ruslan,
That fixed it for us.
It has however revealed a different issue.
The date formatter RFC2616 (HTTP) seems to be doing something strange with
the timezone. From lib/RT/Date.pm:
sub RFC2616 {
my $self = shift;
my %args = ( Date = 1, Time = 1,
@_,
Timezone = 'utc',
Seconds = 1, DayOfWeek = 1,
);
my $res = $self-RFC2822( @_ );
$res =~ s/\s*[+-]\d\d\d\d$/ GMT/ if $args{'Time'};
return $res;
}
If RFC2822 returns an accurate timezone offset (+0100) this formatter seems
to just strip it and add the letters GMT afterwards. So what we are seeing
is that now timezone processing is correct using Europe/London we are seeing
BST times (GMT+1) with the letters GMT after them which is incorrect.
Regards,
Kim
On 27/04/10 17:10, Ruslan Zakirov wrote:
Hello Kim,
On Tue, Apr 27, 2010 at 6:02 PM, Kim Covilcov...@lmax.comwrote:
Hi Ruslan,
Thanks for the response and apologies for the delay in replying. You are
correct it does seem to be an issue with mod_perl and ENV being untied.
That's it.
I found another reference to this issue here:
http://aspn.activestate.com/ASPN/Mail/Message/perl-mod_perl/3594080
What would be the suggested way of fixing this for our RT installation?
Should I try and write a module as suggested in the above link to
override
the localtime functionality?
Recently we discovered another issue with mod_perl and starting to
recommend SetHandler modperl instead of SetHandler perl-script.
Just change the latter to the following:
PerlOptions +GlobalRequest
SetHandler modperl
This will fix issue with timezones on mod_perl 2.x and as well protect
you from other bug. Note that this only works with forking MPM
(usually it's default setup). For threaded MPMs I suggest to use
FastCGI.
I suggest all people on mod_perl 2 to try it, it's sligtly faster as well.
Regards,
Kim
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Re: [rt-users] Can't locate object method _Accessible
CLOSE Dave (DAE) wrote: Thank you to Martin Drasar, Jerrad Pierce, and Ian Pellew for their replies to my query. However, the problem remains unresolved and hasn't really been addressed here. Note that RT was working on exactly the same port with exactly the same Apache configuration. Yes, but you changed the installation directory. I had an opportunity to abort a corporate push for SharePoint, but without the ability to get RT working again, I am doomed to fail. Could you start the installation all over and first remove any trace of RT except the database? Further could you post your configure options? I have a feeling that there is a mix up of two installations. Scan /etc for anything related to RT and also /usr/share/rt Seems that you previously installed using an rpm so you could check that rpm for where all those files ended up and see if anything is left after de-install. Regards, Joop Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Merge tickets, transaction notification and REST
Hi Kenneth, When you say the links table has that info - are you saying that a direct DB call is necessary, or can the links table info be got at via REST? When I tried I couldn't determine the necessary REST syntax. Sorry to thread hijack, but I'm trying to achieve something similar to Keith! Thanks, Robin. Kenneth Crocker wrote: Kieth, The LINKS Table will have that info. Type is MergedInto. Kenn LBNL On Tue, Apr 27, 2010 at 4:28 PM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov wrote: Kieth, The LINKS Table will have that info. Type is MergedInto. Kenn LBNL On Tue, Apr 27, 2010 at 2:53 PM, Keith Edmunds k...@midnighthax.com mailto:k...@midnighthax.com wrote: Is it not possible to detect which ticket is being merged? We have a scrip that runs On Transaction and calls an external script, passing the ticket id. We want to take actions in the external script when a ticket is merged. If we merge, say, ticket 100 into ticket 200, the ticket id passed to our external script is 200. How can we find out, via the REST interface, the ticket id that was merged (100 in this example)? Frustratingly, going the other way is easy - if we retrieve ticket information for 100 via the REST interface, ticket 200 is retrieved. If it helps, here's our scrip (we are not Perl wizards, which may be stating the obvious when you see the code below: all criticism gratefully received): my $tx = $self-TransactionObj; my $ticket = $self-TicketObj; my $id = $ticket-id; my $type = $tx-Type; my $field = $tx-Field; my $old = $tx-OldValue; my $new = $tx-NewValue; system(wget 'http://localhost/xyz/transaction?rt=$id;.'type='.$type.'field='.$field.'old='.$old.'new='.$new') Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] No mail in the creation of a ticket
Hello when a ticket is created via an email in RT, an email is sent automatically, but if the user creates a ticket from the interface of RT were not receiving email automatically and therefore we do not know that a ticket has been created and I do not understand why. Ideas? Thank you Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No mail in the creation of a ticket
RT_SiteConfig.pm = ... # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); == Best regards Le 28/04/2010 11:54, josé fernandez a écrit : Hello when a ticket is created via an email in RT, an email is sent automatically, but if the user creates a ticket from the interface of RT were not receiving email automatically and therefore we do not know that a ticket has been created and I do not understand why. Ideas? Thank you Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Marouane HIMDI Ingénieur RD KEREVAL 4, rue Hélène Boucher Z.A. Bellevue 35235 Thorigné Fouillard Tel : +33 (0)2 23 20 36 64 http://www.kereval.com P Pensez à l'environnement : n'imprimez ce message et ses pièces jointes que si nécessaire ! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] [Fwd: Re: No mail in the creation of a ticket]
Thank you for your help. In doing what I want is simply to be notified when a user create a ticket from the interface RT RT_SiteConfig.pm = ... # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); == Best regards Le 28/04/2010 11:54, josé fernandez a écrit : Hello when a ticket is created via an email in RT, an email is sent automatically, but if the user creates a ticket from the interface of RT were not receiving email automatically and therefore we do not know that a ticket has been created and I do not understand why. Ideas? Thank you Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Marouane HIMDI Ingénieur RD embedded folder icon KEREVAL 4, rue Hélène Boucher Z.A. Bellevue 35235 Thorigné Fouillard Tel : +33 (0)2 23 20 36 64 http://www.kereval.com PPensez à l'environnement : n'imprimez ce message et ses pièces jointes que si nécessaire ! attachment: BEQADs= Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Creating own custom field
Dear list, Currently I'm building my own custom field with external data. I've created a simple test and that works perfectly. This custom field is connected to tickets. Now I would like to know if an user that currently is watching that ticket is a privileged user or not. This because the user can be a RT system user ( a support employ ) or a customer watching the ticket via the SelfService page. In case it's a privileged user I want to get the user details from the first requestor. If it's not a privileged user I want to use the current user details. Does anyone know how I can put in the source code? Thanks in advance. Met vriendelijke groet / With kind regards, Richard Pijnenburg Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help adding links to things
On Tue, Apr 27, 2010 at 2:48 PM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - Running RT 3.8.7 on Ubuntu 9.10. I guess I'm kind of looking for recommendations and/or a how-to. What would be my best option to add links to things (things being our wireless management site, blackboard admin, res hall registration admin web pages, etc...) on the main page of a privileged users login? Should I just straight up add it with HTML on a certain page (which page would that be?) or would making a Dashboard of some kind be a good option? Here's one way that's pretty simple. Create the file $RTHOME/local/html/Elements/Links --- |/Widgets/TitleBox, title = loc(Links) bLinkage/b !-- insert some html links here -- / %init /%init --- Then edit your $RTHOME/etc/RT_SiteConfig.pm file and add the line: Set( $HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Links)]); Then you can go into Configuration, Global, RT-at-a-glance and you'll see the item Links which you can now add to the homepage for everyone. -- 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
Re: [rt-users] Creating own custom field
On Wed, Apr 28, 2010 at 7:57 AM, Richard Pijnenburg rich...@widexs.nl wrote: Dear list, Currently I’m building my own custom field with external data. I’ve created a simple test and that works perfectly. This custom field is connected to tickets. Now I would like to know if an user that currently is watching that ticket is a privileged user or not. This because the user can be a RT system user ( a support employ ) or a customer watching the ticket via the SelfService page. In case it’s a privileged user I want to get the user details from the first requestor. If it’s not a privileged user I want to use the current user details. Does anyone know how I can put in the source code? Can you provide more detail? It sounds like it would be simpler to just create two different custom fields. Then set the permissions so that Privileged users can see one but not the other and vice versa for Unprivileged. -- 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
Re: [rt-users] [Fwd: Re: No mail in the creation of a ticket]
You need to either set up a global scrip or single scrip to On Create Notify (type of user) with template (transaction or blank .. which ever). It can be watchers, requester, owner etc. josé fernandez wrote: Thank you for your help. In doing what I want is simply to be notified when a user create a ticket from the interface RT RT_SiteConfig.pm = ... # By default, RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); == Best regards Le 28/04/2010 11:54, josé fernandez a écrit : Hello when a ticket is created via an email in RT, an email is sent automatically, but if the user creates a ticket from the interface of RT were not receiving email automatically and therefore we do not know that a ticket has been created and I do not understand why. Ideas? Thank you Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- *Marouane HIMDI* *Ingénieur RD* * * embedded folder icon KEREVAL 4, rue Hélène Boucher Z.A. Bellevue 35235 Thorigné Fouillard Tel : +33 (0)2 23 20 36 64 *http://www.kereval.com http://www.kereval.com/* */P/**Pensez à l'environnement : n'imprimez ce message et ses pièces jointes que si nécessaire !* 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] New to Asset trkr, fails in conf optn
I have manually install Asset_Tracker 123 into FreeBSD_8 and RT_387 as the configure/make does not work. Assets is now loaded and runs to the extent that I can go to the Assets page(s). It fails with an incorrect URL from the Coniguration menu using user root. All the RT Administration options work correctly from the browser URL http://f8/Admin; accept the new Assets. Problem is that the URL in the browser status line is http://f8:8001/Admin/AssetTracker/Admin/Types/index.html. This does not exist, whereas http://f8:8001/AssetTracker/Admin/Types/index.html does. What have I missed, as this does not make sense to me looking at the source to generate the Assets and RTFM menu options. Ian Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help adding links to things
Hi Andy - Thanks for the reply. I made the Links file, edited the RT_SiteConfig.pm file and restarted apache. When I get to the RT-at-a-glance under global config, I can see links in there now. But I add it to both RT at a glance:body AND RT at a glance:summary, but I see nothing on my homepage. Where you say !-- insert some html links here -- I just added one normal link for the time being: a href=http://server.domain.com; target=_blankServer Link/a That's what you meant, right? What am I missing here? Also, can anyone explain the difference between the at a glance:body and at a glance:summary? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 28, 2010 at 8:26 AM, Andy Harrison aharri...@gmail.com wrote: On Tue, Apr 27, 2010 at 2:48 PM, Max McGrath mmcgr...@carthage.edu wrote: Hi all - Running RT 3.8.7 on Ubuntu 9.10. I guess I'm kind of looking for recommendations and/or a how-to. What would be my best option to add links to things (things being our wireless management site, blackboard admin, res hall registration admin web pages, etc...) on the main page of a privileged users login? Should I just straight up add it with HTML on a certain page (which page would that be?) or would making a Dashboard of some kind be a good option? Here's one way that's pretty simple. Create the file $RTHOME/local/html/Elements/Links --- |/Widgets/TitleBox, title = loc(Links) bLinkage/b !-- insert some html links here -- / %init /%init --- Then edit your $RTHOME/etc/RT_SiteConfig.pm file and add the line: Set( $HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Links)]); Then you can go into Configuration, Global, RT-at-a-glance and you'll see the item Links which you can now add to the homepage for everyone. -- 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] New to Asset trkr, fails in conf optn
OK, you have installed 1.2.3 under 3.8.x Why not the 1.2.4b1/2 ?? This one is easier to install and works already well under 3.8 2010/4/28 Ian Pellew ipel...@yahoo.com I have manually install Asset_Tracker 123 into FreeBSD_8 and RT_387 as the configure/make does not work. Assets is now loaded and runs to the extent that I can go to the Assets page(s). It fails with an incorrect URL from the Coniguration menu using user root. All the RT Administration options work correctly from the browser URL http://f8/Admin; accept the new Assets. Problem is that the URL in the browser status line is http://f8:8001/Admin/AssetTracker/Admin/Types/index.html. This does not exist, whereas http://f8:8001/AssetTracker/Admin/Types/index.html does. What have I missed, as this does not make sense to me looking at the source to generate the Assets and RTFM menu options. Ian Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- MFG Torsten Brumm http://www.brumm.me http://www.elektrofeld.de Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help adding links to things
On Wed, Apr 28, 2010 at 11:20 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi Andy - Thanks for the reply. I made the Links file, edited the RT_SiteConfig.pm file and restarted apache. When I get to the RT-at-a-glance under global config, I can see links in there now. But I add it to both RT at a glance:body AND RT at a glance:summary, but I see nothing on my homepage. Where you say !-- insert some html links here -- I just added one normal link for the time being: a href=http://server.domain.com; target=_blankServer Link/a That's what you meant, right? What am I missing here? Also, can anyone explain the difference between the at a glance:body and at a glance:summary? Thanks! Max Yes, that's what I meant. You probably just need to clear your mason cache, restart apache, logout/login. rm -rf $RTHOME/var/mason_data/* The body area is the large area in the middle of the page, the summary area is the medium sized sidebar on the right. -- Andy Harrison public key: 0x67518262 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help adding links to things
Okay! I think it's working! That is a perfect solution to what I needed! Thanks! However, I think doing this broke something else. When I try adding QuickSearch to RT at a glance, I get the following error where it should appear. could not find component for path 'QuickSearch' I've checked my RT_SiteConfig.pm and this is where is in there: Set($HomepageComponents, [qw( QuickCreate QuickSearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards Links)]); So, it's not misspelled or anything... Everything else seems to be working fine when I add it! I'm lost... -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 28, 2010 at 10:40 AM, Andy Harrison aharri...@gmail.com wrote: On Wed, Apr 28, 2010 at 11:20 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi Andy - Thanks for the reply. I made the Links file, edited the RT_SiteConfig.pm file and restarted apache. When I get to the RT-at-a-glance under global config, I can see links in there now. But I add it to both RT at a glance:body AND RT at a glance:summary, but I see nothing on my homepage. Where you say !-- insert some html links here -- I just added one normal link for the time being: a href=http://server.domain.com; target=_blankServer Link/a That's what you meant, right? What am I missing here? Also, can anyone explain the difference between the at a glance:body and at a glance:summary? Thanks! Max Yes, that's what I meant. You probably just need to clear your mason cache, restart apache, logout/login. rm -rf $RTHOME/var/mason_data/* The body area is the large area in the middle of the page, the summary area is the medium sized sidebar on the right. -- 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Merge tickets, transaction notification and REST
Robin, No, you can't get it with REST. That would be nice. They DO have LinkedTo, but that is the opposite of what you want. They don't have a LinkedFrom or a TicketID (RT uses the EffectiveID when do ing searches for Tickets), which would be a nice feature. You will have to write a separate SQL to do this. Kenn LBNL On Wed, Apr 28, 2010 at 2:10 AM, Robin Williams r.willi...@lancs.ac.ukwrote: Hi Kenneth, When you say the links table has that info - are you saying that a direct DB call is necessary, or can the links table info be got at via REST? When I tried I couldn't determine the necessary REST syntax. Sorry to thread hijack, but I'm trying to achieve something similar to Keith! Thanks, Robin. Kenneth Crocker wrote: Kieth, The LINKS Table will have that info. Type is MergedInto. Kenn LBNL On Tue, Apr 27, 2010 at 4:28 PM, Kenneth Crocker kfcroc...@lbl.govmailto: kfcroc...@lbl.gov wrote: Kieth, The LINKS Table will have that info. Type is MergedInto. Kenn LBNL On Tue, Apr 27, 2010 at 2:53 PM, Keith Edmunds k...@midnighthax.com mailto:k...@midnighthax.com wrote: Is it not possible to detect which ticket is being merged? We have a scrip that runs On Transaction and calls an external script, passing the ticket id. We want to take actions in the external script when a ticket is merged. If we merge, say, ticket 100 into ticket 200, the ticket id passed to our external script is 200. How can we find out, via the REST interface, the ticket id that was merged (100 in this example)? Frustratingly, going the other way is easy - if we retrieve ticket information for 100 via the REST interface, ticket 200 is retrieved. If it helps, here's our scrip (we are not Perl wizards, which may be stating the obvious when you see the code below: all criticism gratefully received): my $tx = $self-TransactionObj; my $ticket = $self-TicketObj; my $id = $ticket-id; my $type = $tx-Type; my $field = $tx-Field; my $old = $tx-OldValue; my $new = $tx-NewValue; system(wget 'http://localhost/xyz/transaction?rt=$id .'type='.$type.'field='.$field.'old='.$old.'new='.$new') Thanks 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] create Requester without an email
We just append an @example.tld to bogus users such as this. You need to configure your MTA to route the resulting messages properly though e.g; to /dev/null Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Reporting returning 0s in RTIR
Hi, Well, I did some further investigations. We set the incident type in the Incident, the Incident Report does not have a type. Under the reporting in RT however it marks Incident Reports / categories. Would it be possible that the 0s indicate that somewhere I have to define that the type of the incident report should become the same as the one for the incident? I got no clue where ... Thanks for the feedback, Koen (a previous reply mentioned possible errors in the sql-queries, I couldn't find any though) On 09/04/10 13:58, Koen Van Impe wrote: Hello, We run RT 3.8.7 with RTIR 2.4.3 on Ubuntu 9.04. In the 'old' (v1) versions of RTIR there was a reporting tool (periodic report) that returned the number of incidents per category for a given period. The reporting tool still seems to exist in RTIR 2.4.3 (RTIR\Tools\Reporting) but no matter what time frame we select, the number of new reports, resolved or unresolved remains 0. Also the different categories for the 'Incident reports received' remains 0. The only number that seems to change is outstanding reports at the beginning of this period. Does anyone has a clue where I should start looking why the reporting doesn't return the expected data? Thanks for the help, Koen -- Koen Van Impe - BELNET CERT koen.vani...@belnet.be PGP Key Id 0xED12AD79 Contact: https://cert.belnet.be/ signature.asc Description: OpenPGP digital signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Can't locate object method _Accessible
Joop wrote: Seems that you previously installed using an rpm so you could check that rpm for where all those files ended up and see if anything is left after de-install. You were right. I had forgotten that the previous RT was installed from an RPM as it had been nearly two years. Once I removed the RPM, the error message in the subject vanished. Of course, there were then some Perl modules that could not be found, but a few symbolic links cured that problem. Thanks for the suggestion. -- Dave Close Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help adding links to things
Hello again everyone - I have now gone back and commented out the changes I made to RT_SiteConfig.pm. I've cleared my mason cache, restarted apache and have logged out and back in. The problem that I am now experiencing is that any changes I make globally to my *RT at a glance*, is not taking effect. I can add stuff globally and I can see that my changes have been saved -- but back on the actual RT at a glance page itself, the changes that I have made are not shown. I can change my RT at a glance at a user level, and the changes take effect immediately. What might I have done to cause this? Thanks! Max -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Apr 28, 2010 at 10:40 AM, Andy Harrison aharri...@gmail.com wrote: On Wed, Apr 28, 2010 at 11:20 AM, Max McGrath mmcgr...@carthage.edu wrote: Hi Andy - Thanks for the reply. I made the Links file, edited the RT_SiteConfig.pm file and restarted apache. When I get to the RT-at-a-glance under global config, I can see links in there now. But I add it to both RT at a glance:body AND RT at a glance:summary, but I see nothing on my homepage. Where you say !-- insert some html links here -- I just added one normal link for the time being: a href=http://server.domain.com; target=_blankServer Link/a That's what you meant, right? What am I missing here? Also, can anyone explain the difference between the at a glance:body and at a glance:summary? Thanks! Max Yes, that's what I meant. You probably just need to clear your mason cache, restart apache, logout/login. rm -rf $RTHOME/var/mason_data/* The body area is the large area in the middle of the page, the summary area is the medium sized sidebar on the right. -- 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT and Nagios
Hi, We have modified rt-crontool to create Nagios alerts. This woks with nrpe and unlike SendNgiosAlert doesn't require any additional modules installation. If you have running Nagios server it can easily pull relevant stuff from RT. Nagios will send a warning email if: Tickets are new for more than 24hours Tickets are open for more than 5days It will generate a critical email if: Tickets are new for more than 48hours Tickets are open for more than 7days. If the status of a ticket is stalled, then our script will ignore it. It is our policy to change the ticket status to stalled if a ticket is required to remain open for more than one week. Since we are a 24x7x360 lab, we decided to include weekends and holidays in the script. If you're interested let me know and I can send/post scripts and required steps. Again, this script is modified version of rt-crontool. Sample email: * Nagios 2.8 * Notification Type: PROBLEM Service: Q-CCN Host: helpdesk Address: 172.127.2.12 State: WARNING Date/Time: Tue Apr 27 14:55:37 PDT 2010 Additional Info: 0 new tickets: 0 24h, 0 48h: 1 open: 1 120h, 0 168h Cheers, Hossein Rafighi -- _ _ _ _ _ _ _ Hossein Rafighi |_ _|| _ \ |_ _|| | | || \_/ || __|TRIUMF, 4004 Wesbrook Mall | | | |_| ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3 | | | _ / | | | \_/ || \_/ || __|Voice: (604) 222-1047 | | | | \ \ _| |_ | || | | || | Fax: (604) 222-1074 |_| |_| \_\|_| \___/ |_| |_||_| Website: http://www.triumf.ca Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Create child or dependency ticket in a different queue?
On Tue, 27 Apr 2010 11:03:56 +0200, Christian Loos cl...@netcologne.de said: Maybe checkout also this extension: http://github.com/bestpractical/rt-extension-spawnlinkedticketinqueue This does exactly what we're looking for thanks! Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT and Nagios
Hossein Rafighi wrote: Hi, We have modified rt-crontool to create Nagios alerts. This woks with nrpe and unlike SendNgiosAlert doesn't require any additional modules installation. If you have running Nagios server it can easily pull relevant stuff from RT. Nagios will send a warning email if: Tickets are new for more than 24hours Tickets are open for more than 5days It will generate a critical email if: Tickets are new for more than 48hours Tickets are open for more than 7days. If the status of a ticket is stalled, then our script will ignore it. It is our policy to change the ticket status to stalled if a ticket is required to remain open for more than one week. Since we are a 24x7x360 lab, we decided to include weekends and holidays in the script. If you're interested let me know and I can send/post scripts and required steps. Again, this script is modified version of rt-crontool. I for one am interested. Not that I have a need right now but it is always interesting to see how people solve these kinds of needs. Rod -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
