[rt-users] Additional status in Quicksearch results but not in Quicksearch box
Hi Everybody,
I upgraded from RT 3.4.6 to RT 3.8.8.
In 3.4.6 it was possible to extend the default Quicksearch results to include
other status than new and open without showing them in the Quicksearch box as
a new column on the RT at a glance page.
I added the following to etc/RT_SiteConfig.pm
@ActiveStatus = qw(new open accepted fixed verified) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;
That created the new status accepted fixed verified and rejected.
I changed local/html/Elements/Quicksearch
--- my $all_q = Queue = '$qid' AND (Status = 'open' OR Status = 'new');
+++ my $all_q = Queue = '$qid' AND ( Status = 'new' OR Status = 'open' OR
Status = 'accepted' OR Status = 'fixed' OR Status = 'verified');
and the new status showed up on the Quicksearch results page but not in the
QuickSearch box itself.
In RT 3.8.8 this doesn't work anymore:
Adding the new status accepted fixed and verified to
Set(@ActiveStatus, qw(new open stalled));
the status appear as expected in the ticket creation form but additionally as a
new column in the Quick Search Box also.
Adding them to
Set(@InactiveStatus, qw(accepted fixed verified resolved rejected deleted));
gives me the new status for ticket creation. They don't show up in the Quick
Search box but in the Qicksearch results neither.
After searching the mailing list archives (e.g.
http://www.gossamer-threads.com/lists/rt/users/86368?search_string=Quicksearch;#86368)
I edited the html/Elements/Quicksearch file as follows
--- my @conditions = ();
+++ my @conditions = ( {cond = Status = 'accepted', name = loc ('accepted')
},
+++ {cond = Status = 'fixed', name = loc ('fixed') },
+++ {cond = Status = 'verified', name = loc ('verified') },
+++ {cond = Status = 'requested', name = loc ('rejected') } );
The result is the same as setting them in the ActiveStatus in RT_SiteConfig.pm.
The status show up in the Quicksearch box as a new column AND on the
Quicksearch results page.
Is it possible to configure RT to exclude the extra status in the Quicksearch
box but still see them in the results?
Thank you for any help,
Markus
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[rt-users] Spawn multiple child tickets
Hi everyone, This is driving me crazy, so PLEASE, any help at all is greatly appreciated. Is there a way to have multiple child tickets created based on a Select Multiple custom field? Example: Someone selects Florida and Pennsylvania in the State custom field. I would like this to create 2 tickets that depend on this ticket when the user clicks 'Save Changes' (if updating ticket) or 'Create' (if creating new ticket). One for Florida, and one for Pennsylvania. Is there a way to make this happen? Is this a clear enough description? Thanks again! Jonathan RT 3.6.5, MySQL -- View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28755908.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Routing New Requests by Time
Hello,
I'm on RT 3.8.8. I have a need to route newly created requests for a
specific queue to a certain owner depending on time of day. I've
created a custom scrip that seems like it should work, but it is
hanging on the date call. The log tells me: Can't locate object
method date via package Class::Date (perhaps you forgot to load
Class::Date?
My scrip code is below:
my $createddate = Class::Date::date $self-TicketObj-Created;
if ($self-TicketObj-Created-hour = 17)
{$self-TicketObj-SetOwner('user1');}
elsif ($createddate-hour = 15) {$self-TicketObj-SetOwner('user2');}
elsif ($createddate-hour = 13) {$self-TicketObj-SetOwner('user3');}
elsif ($createddate-hour = 11) {$self-TicketObj-SetOwner('user4');}
elsif ($$createddate-hour = 9) {$self-TicketObj-SetOwner('user5');}
I also tried to call $self-TicketObj-Created-hour, but it seems the
Created property doesn't return a true Perl datetime object? So I
decided to try it this way.
First of all - is this the best way to handle something like this?
Second, I'm using the web interface to paste this code into the
Custom action preparation code: section. How do I include a Perl
use directive? Do I need to make this scrip an actual perl file on
the server somewhere to do this? (Where would that be?)
Thanks in advance,
AJ
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Re: [rt-users] Spawn multiple child tickets
Jonathan, The only thing I have seen is in the Bulk Update the ability to addlinks. But that entails tickets (parent/child) already existing and you want to link them. The only thing I can suggest is to create a scrip for this function. I believe there were a couple out there for something similar to this before 3.8.X came out with a built-in create link in the Ticket page. Perhaps you could copy one of those and modify it to meet your needs. Just a thought. Kenn LBNL On Wed, Jun 2, 2010 at 8:13 AM, Jonathan Rummel jrum...@imapp.com wrote: Hi everyone, This is driving me crazy, so PLEASE, any help at all is greatly appreciated. Is there a way to have multiple child tickets created based on a Select Multiple custom field? Example: Someone selects Florida and Pennsylvania in the State custom field. I would like this to create 2 tickets that depend on this ticket when the user clicks 'Save Changes' (if updating ticket) or 'Create' (if creating new ticket). One for Florida, and one for Pennsylvania. Is there a way to make this happen? Is this a clear enough description? Thanks again! Jonathan RT 3.6.5, MySQL -- View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28755908.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Spawn multiple child tickets
Thanks for the response, Kenn. I definitely think I'm going to have to write a scrip, but that's where I'm kind of stumped. I wrote multiple scrips (one that creates a child ticket for Florida when it is selected, one for Pennsylvania when it is selected, etc.), and they work individually but when multiple states are selected, only 1 child ticket is created and it's always the first option selected. Does anyone have any thoughts on this? Jonathan, The only thing I have seen is in the Bulk Update the ability to addlinks. But that entails tickets (parent/child) already existing and you want to link them. The only thing I can suggest is to create a scrip for this function. I believe there were a couple out there for something similar to this before 3.8.X came out with a built-in create link in the Ticket page. Perhaps you could copy one of those and modify it to meet your needs. Just a thought. Kenn LBNL -- View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Spawn multiple child tickets
Jonathan, To help, I'd need to see your scrips and know what version you're on. I haven't done a scrip to create children, but I think I can look at some others and help figure them out with you. Kenn LBNL On Wed, Jun 2, 2010 at 10:54 AM, Jonathan Rummel jrum...@imapp.com wrote: Thanks for the response, Kenn. I definitely think I'm going to have to write a scrip, but that's where I'm kind of stumped. I wrote multiple scrips (one that creates a child ticket for Florida when it is selected, one for Pennsylvania when it is selected, etc.), and they work individually but when multiple states are selected, only 1 child ticket is created and it's always the first option selected. Does anyone have any thoughts on this? Jonathan, The only thing I have seen is in the Bulk Update the ability to addlinks. But that entails tickets (parent/child) already existing and you want to link them. The only thing I can suggest is to create a scrip for this function. I believe there were a couple out there for something similar to this before 3.8.X came out with a built-in create link in the Ticket page. Perhaps you could copy one of those and modify it to meet your needs. Just a thought. Kenn LBNL -- View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html Sent from the Request Tracker - User mailing list archive at Nabble.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] Spawn multiple child tickets
Hi, There is a scrip for doing something close to this on the wiki ( http://wiki.bestpractical.com). Have a look there. Actually, I remembered it being named something that most wouldn't search for so here is the link: http://wiki.bestpractical.com/view/Workflow Thanks, Bill On Wed, Jun 2, 2010 at 10:54, Jonathan Rummel jrum...@imapp.com wrote: Thanks for the response, Kenn. I definitely think I'm going to have to write a scrip, but that's where I'm kind of stumped. I wrote multiple scrips (one that creates a child ticket for Florida when it is selected, one for Pennsylvania when it is selected, etc.), and they work individually but when multiple states are selected, only 1 child ticket is created and it's always the first option selected. Does anyone have any thoughts on this? Jonathan, The only thing I have seen is in the Bulk Update the ability to addlinks. But that entails tickets (parent/child) already existing and you want to link them. The only thing I can suggest is to create a scrip for this function. I believe there were a couple out there for something similar to this before 3.8.X came out with a built-in create link in the Ticket page. Perhaps you could copy one of those and modify it to meet your needs. Just a thought. Kenn LBNL -- View this message in context: http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28757865.html Sent from the Request Tracker - User mailing list archive at Nabble.com. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill Graboyes On Assignment At: Toyota Motor Sales, USA, Inc. Consumer Portal Delivery Office: (310) 468-6754 Cell: (714) 515-8312 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT email time
Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 Any configuration should I need to look at? Can someone point me to where look? Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Spawn multiple child tickets
Thank you, Bill. I will definitely use that to try and get it to work.
Kenn,
The scrips I wrote look like this:
Condition: User Defined
Action: Create Tickets
Template: Create Child Ticket
Stage: TransactionCreate
Custom condition:
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
if ($trans-Type eq 'Create' $ticket-FirstCustomFieldValue('State') eq
'Florida') {
return 1;
}
return 0;
TEMPLATE:
===Create-Ticket: flchild
Subject: {$Tickets{'TOP'}-Subject}
({$Tickets{'TOP'}-FirstCustomFieldValue('State')})
Depended-On-By: {$Tickets{'TOP'}-Id()}
Owner: jrummel
Requestor: {$Tickets{'TOP'}-Creator}
InitialPriority: {$Tickets{'TOP'}-Priority}
Queue: Test Queue
Content: This is a child ticket automatically created from ticket
#{$Tickets{'TOP'}-Id()}.
ENDOFCONTENT
Please let me know if you need any more info to move on from here. Thanks!
Jonathan Rummel wrote:
Hi everyone,
This is driving me crazy, so PLEASE, any help at all is greatly
appreciated. Is there a way to have multiple child tickets created based
on a Select Multiple custom field?
Example:
Someone selects Florida and Pennsylvania in the State custom field.
I would like this to create 2 tickets that depend on this ticket when the
user clicks 'Save Changes' (if updating ticket) or 'Create' (if creating
new ticket). One for Florida, and one for Pennsylvania.
Is there a way to make this happen? Is this a clear enough description?
Thanks again!
Jonathan
RT 3.6.5, MySQL
--
View this message in context:
http://old.nabble.com/Spawn-multiple-child-tickets-tp28755908p28758625.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
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[rt-users] Due date default time
Is there a way to set a default time for the 'Due Date' field? Regards, Jim Tambling Network Services Data Tote Ltd Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Creating a read-only monitor type role
Hello all, I need to create a role (or group) for users that will have read-only access to the system. They need to look at a particular queue, look at the tickets,... but they should not be able to submit tickets, or be assigned a ticket or participate in the workflow. I am playing with the queue rights but so far I am not sure how to set that up. Any suggestions? Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] TimeStamp problem
Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 In MySQL - the ticket information have this same time Any configuration should I need to look at? Can someone point me to where look? Thanks Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Due date default time
Jim, There are a couple ways. You can do it by setting the basics when you configure a Queue. There is an option in Basics that allows you to specifiy the numbers of days when a ticket should be due. IT displays Requests should be due in days. Filling this out would do it for every ticket in a specific Queue. We also have another way as an alternative. We have a CF defined as Need-By Date and we have a scrip that puts that date into the Due date as the default when it is filled out. Of course, the ticket owner is able to change whenever they want, but it gives them an idea what the customer wants. Hope this helps. Kenn LBNL On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling jim.tambl...@datatote.co.ukwrote: Is there a way to set a default time for the ‘Due Date’ field? Regards, Jim Tambling Network Services Data Tote Ltd 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] Ticket TimeStamp problem
Hi, For some reason my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dates https://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 In MySQL - the ticket information have this same time. I checked MySQL server variable : time_zone SYSTEM Ubuntu Server configuration: Current default time zone: 'America/Puerto_Rico' Local time is now: Wed Jun 2 15:23:01 AST 2010. Universal Time is now: Wed Jun 2 19:23:01 UTC 2010. Any configuration should I need to look at? Can someone point me to where look? 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 email time
On 06/02/2010 08:13 PM, Juan N. DLC wrote: Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dateshttps://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 Any configuration should I need to look at? Can someone point me to where look? What about $Timezone setting in RT_SiteConfig.pm. Debian packages are using: Set($Timezone, `/bin/date +%Z`); Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Due date default time
Hi Kenn, Thanks for the prompt reply. I obviously did not word my question properly. We set the 'Due Date' manually, as there is no set SLA on requests. It is the time (24hr) that the request is due that we want to set to a default. Regards, Jim -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 02 June 2010 20:23 To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Due date default time Jim, There are a couple ways. You can do it by setting the basics when you configure a Queue. There is an option in Basics that allows you to specifiy the numbers of days when a ticket should be due. IT displays Requests should be due in days. Filling this out would do it for every ticket in a specific Queue. We also have another way as an alternative. We have a CF defined as Need-By Date and we have a scrip that puts that date into the Due date as the default when it is filled out. Of course, the ticket owner is able to change whenever they want, but it gives them an idea what the customer wants. Hope this helps. Kenn LBNL On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling jim.tambl...@datatote.co.uk wrote: Is there a way to set a default time for the 'Due Date' field? Regards, Jim Tambling Network Services Data Tote Ltd 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] RT email time
Hi, In my RT_SiteConfig.pm i have this: # Time Zone: Set($Timezone , 'America/Puerto_Rico'); On Wed, Jun 2, 2010 at 3:31 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 08:13 PM, Juan N. DLC wrote: Hi, For some reazon my RT is sending the emails when any action is configured with 4 hours of difference from the real time. from GUI: Dateshttps://srthr31/Ticket/ModifyDates.html?id=1934 Created: Wed Jun 02 14:10:24 2010 from email sent: Created On: 2010-06-02 18:10:24 Any configuration should I need to look at? Can someone point me to where look? What about $Timezone setting in RT_SiteConfig.pm. Debian packages are using: Set($Timezone, `/bin/date +%Z`); Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team 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] Due date default time
Hi Jim, check out the extension RT::Extension::SLA... I know you said there is no set SLA on the requests, you can have it set the due date to 24hours out. If you need another date (extension of time if you will) you may have to modify the core of the code a little bit. Thanks, Bill On Wed, Jun 2, 2010 at 12:39, Jim Tambling jim.tambl...@datatote.co.ukwrote: Hi Kenn, Thanks for the prompt reply. I obviously did not word my question properly. We set the ‘Due Date’ manually, as there is no set SLA on requests. It is the time (24hr) that the request is due that we want to set to a default. Regards, Jim -Original Message- *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker *Sent:* 02 June 2010 20:23 *To:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Due date default time Jim, There are a couple ways. You can do it by setting the basics when you configure a Queue. There is an option in Basics that allows you to specifiy the numbers of days when a ticket should be due. IT displays Requests should be due in days. Filling this out would do it for every ticket in a specific Queue. We also have another way as an alternative. We have a CF defined as Need-By Date and we have a scrip that puts that date into the Due date as the default when it is filled out. Of course, the ticket owner is able to change whenever they want, but it gives them an idea what the customer wants. Hope this helps. Kenn LBNL On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling jim.tambl...@datatote.co.uk wrote: Is there a way to set a default time for the ‘Due Date’ field? Regards, Jim Tambling Network Services Data Tote Ltd 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 -- Bill Graboyes Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
yes, that is the problem I'm having. Any thoughts? On Wed, Jun 2, 2010 at 3:43 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 09:39 PM, Juan N. DLC wrote: Hi, I have this in my RT_SiteConfig.pm # Time Zone: Set($Timezone , 'America/Puerto_Rico'); OK, so the times are showing up correctly in the RT web interface, but not on email sent? Maybe you need to tweak your system time zone as well!? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
On 06/02/2010 09:46 PM, Juan N. DLC wrote: yes, that is the problem I'm having. Any thoughts? Which distribution do you run? What is the output of date +%Z? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
Racke, we...@srthr31:~$ /bin/date +%Z AST we...@srthr31:~$ uname -a Linux SRTHR31 2.6.31-16-generic-pae #53-Ubuntu SMP Tue Dec 8 05:20:21 UTC 2009 i686 GNU/Linux we...@srthr31:~$ cat /etc/issue Ubuntu 9.10 \n \l On Wed, Jun 2, 2010 at 4:00 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 09:46 PM, Juan N. DLC wrote: yes, that is the problem I'm having. Any thoughts? Which distribution do you run? What is the output of date +%Z? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team 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] RT email time
On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
I'm using postfix from box and relay with domain ms-exchange server. i did a sendmail test to my email and checked the Internet headers from email: for jc...@xxx.com; *Wed, 2 Jun 2010 18:30:53 -0400* Received: by SRTHR31.xxx.com (Postfix, from userid 1001) id D227D48318; *Thu, 3 Jun 2010 00:35:50 +0400 (AST)* subject: time test Message-Id: 20100602203550.d227d48...@srthr31.xxx.com Date: Thu, 3 Jun 2010 00:35:45 +0400 (AST) From: we...@xxx.com (weoms) To: undisclosed-recipients:; Return-Path: we...@xxx.com X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC) FILETIME=[33A39E00:01CB0293] On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team 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] regex for mac address
I am trying to do a regex for mac address verification. My first attempt looks
like this, but did not work. Anyone have any insight as to what I am missing?
^[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}$
--
Troy Knabe
kn...@4j.lane.edu
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] RT email time
Juan, Time is a pain - Generally I do the following and it works well. 1. Set system clock to UTC 2. Set the correct timezone in the OS 3. Setup and run ntpd 4. Set the default Timezone according to RT Docs. In CentOS / RH world this is accomplished by running the setup utility. Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime I scanned the doc and it covers steps 1 to 3. Regards, Jason Maderios From: Juan N. DLC Sent: Wednesday, June 02, 2010 12:39 PM To: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] RT email time I'm using postfix from box and relay with domain ms-exchange server. i did a sendmail test to my email and checked the Internet headers from email: for jc...@xxx.com; Wed, 2 Jun 2010 18:30:53 -0400 Received: by SRTHR31.xxx.com (Postfix, from userid 1001) id D227D48318; Thu, 3 Jun 2010 00:35:50 +0400 (AST) subject: time test Message-Id: 20100602203550.d227d48...@srthr31.xxx.com Date: Thu, 3 Jun 2010 00:35:45 +0400 (AST) From: we...@xxx.com (weoms) To: undisclosed-recipients:; Return-Path: we...@xxx.com X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC) FILETIME=[33A39E00:01CB0293] On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) ra...@linuxia.de wrote: On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team 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] Creating a read-only monitor type role
On Wed, Jun 02, 2010 at 01:19:10PM -0600, Thierry Thelliez wrote: Hello all, I need to create a role (or group) for users that will have read-only access to the system. They need to look at a particular queue, look at the tickets,... but they should not be able to submit tickets, or be assigned a ticket or participate in the workflow. I am playing with the queue rights but so far I am not sure how to set that up. Just give to this group SeeQueue, ShowTicket and if you want ShowTicketComments on the queue they should have read access. With this they will be able to see the tickets in the queue, but will not be available as ticket owner and not able to reply to those tickets or modify ticket meta-datas. Of course unless you have other rights set to privileged/unprivileged/everyone pseudo groups or Requestor/Owner/Cc/AdminCc roles that give them more rights. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] regex for mac address
Hi Troy,
The format for MAC addresses is not standardized. I've seen them with
(Win, RedHat) and without (Solaris) leading zeros, colons (RH, Solaris)
or hyphens (Win) as separators, and uppercase (Win, RedHat) or lowercase
(Solaris) hex values. I think I've also seen network gear that shows
them as ::. It really depends on where the MAC info is
coming from.
These may not be perfect, but you get the idea.
WXP: /^([0-9a-f]{2}-){5}[0-9a-f]{2}$/i
RH: /^([0-9a-f]{2}:){5}[0-9a-f]{2}$/i
Sol: /^(([0-9a-f]|[1-9a-f][0-9a-f]):){5}([0-9a-f]|[1-9a-f][0-9a-f])$/i
You could try normalizing the string by replacing all colons with
hyphens and then adding a leading zero to all single character values,
and then applying your regex.
Regards,
Gene
On 6/2/2010 2:06 PM, Troy Knabe wrote:
I am trying to do a regex for mac address verification. My first attempt
looks like this, but did not work. Anyone have any insight as to what I
am missing?
^[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}-[0-9A-F]{2}$
--
Troy Knabe
kn...@4j.lane.edu mailto:kn...@4j.lane.edu
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[rt-users] Scrip help please.
Hi,
I am sure this is an id10t error, but I am trying to write a scrip that
sends an adds a CC to a new ticket whose urgency is Critical (or
critical). So far, the closest I have gotten is to have the system add
the CC's for every new ticket.
Here is the custom condition that is giving me the fits. The current
error I am receiving involves a syntax error...thing is, no matter what
I try, I cannot get this thing to work. Every other part of this process
works (ie, when the cc's are added, the email is sent. The custom action
does indeed add the cc's).
I just need to meet three conditions. One is on create, the other is
Urgency (custom field) Critical or Urgency critical.
Thanks,
Paul
Custom condition:
if ( ($self-TransactionObj-Type eq Create)
( (
$self-TicketObj-FirstCustomFieldValue('Urgency') eq Critical) || (
$self-TicketObj-FirstCustomFieldValue('Urgency') eq critical)))
return 1;
else
return 0;
Custom action: (runs fine):
$self-TicketObj-AddWatcher( Type = Cc,
Email =x...@prn.com);
$self-TicketObj-AddWatcher( Type = Cc,
Email =x...@prn.com);
push( @{$self-{'To'}},
$self-TicketObj-Requestors-MemberEmailAddresses,
$self-TicketObj-QueueObj-Cc-MemberEmailAddresses );
return 1;
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Re: [rt-users] Creating a read-only monitor type role
Emmanuel, You are right and I overlooked the rights under for that queue for Privileged users. On the other hand there is maybe a UI improvement to consider: If a user has no rights to create a ticket, you can still see the quick ticket creation dialog and the create ticket button, even if using them results in an error message since no queue is assigned. I would be cleaner to not present this dialog and button in the first place. Thanks, Thierry Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT email time
Jason, Thank you for the input I will try this and give update later. On Wed, Jun 2, 2010 at 5:07 PM, Jason Maderios jmader...@kpu.net wrote: Juan, Time is a pain - Generally I do the following and it works well. 1. Set system clock to UTC 2. Set the correct timezone in the OS 3. Setup and run ntpd 4. Set the default Timezone according to RT Docs. In CentOS / RH world this is accomplished by running the setup utility. Ubuuntu search led me to : https://help.ubuntu.com/community/UbuntuTime I scanned the doc and it covers steps 1 to 3. Regards, Jason Maderios *From:* Juan N. DLC juann@gmail.com *Sent:* Wednesday, June 02, 2010 12:39 PM *To:* RT-Users@lists.bestpractical.com *Subject:* Re: [rt-users] RT email time I'm using postfix from box and relay with domain ms-exchange server. i did a sendmail test to my email and checked the Internet headers from email: for jc...@xxx.com; *Wed, 2 Jun 2010 18:30:53 -0400* Received: by SRTHR31.xxx.com (Postfix, from userid 1001) id D227D48318; *Thu, 3 Jun 2010 00:35:50 +0400 (AST)* subject: time test Message-Id: 20100602203550.d227d48...@srthr31.xxx.com Date: Thu, 3 Jun 2010 00:35:45 +0400 (AST) From: we...@xxx.com (weoms) To: undisclosed-recipients:; Return-Path: we...@xxx.com X-OriginalArrivalTime: 02 Jun 2010 20:35:56. (UTC) FILETIME=[33A39E00:01CB0293] On Wed, Jun 2, 2010 at 4:27 PM, Stefan Hornburg (Racke) ra...@linuxia.dewrote: On 06/02/2010 10:17 PM, Juan N. DLC wrote: Racke, we...@srthr31:~$ /bin/date +%Z AST That should be the correct timezone for Puerto Rico (GMT - 4). Do you have the same problem sending email for the command line (e.g. with mail from bds-mailx package)? Which email server are you using? Regards Racke -- LinuXia Systems = http://www.linuxia.de/ Expert Interchange Consulting and System Administration ICDEVGROUP = http://www.icdevgroup.org/ Interchange Development Team 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 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
