Re: [rt-users] Unable to delete or modify dashboards as any user including superuser

[john habermann]

I have done some more investigating comparing what I see in the 3.8.2
version to the 3.8.8 version and I find that it seems the problem is that
the actions are not changing when you select a dashboard from the list of
dashboards. In the 3.8.8 version when I view the list of Dashboards
rt/Dashboards/index.html the actions are:

Select New

In the 3.8.2 version they are:

Select Dashboard New Dashboard

In the 3.8.8 version when I click on a Dashboard the actions menu lists the
names of the Dashboards:

Home | Tags and Searches | Get Things Done

While in the 3.8.2 version when I select a Dashboard I see:

Basics Queries Subscriptions Show

The urls for when I click on the Dashboard is the same
http://servername//rt/Dashboards/49/Tags%20and%20Searches

I see that the rt3/share/html/Dashboards/index.html file has changed from
3.8.2. to 3.8.8 and I tried just using the 3.8.2 index.html version in 3.8.8
but nothing changed. I found that I can edit and delete Dashboards in the
3.8.8 version by manually entering the urls that I can see from the actions
navigation bar in the 3.8.2 version. So if I go
to rt/Dashboards/Modify.html?id=49 I am able to delete a Dashboard from the
3.8.8 version.

Does anyone have any thoughts as to whether this indicates a problem with my
database or something in the html template files?

Thank you

On Tue, Aug 10, 2010 at 1:29 AM, Kevin Falcone wrote:

> On Mon, Aug 09, 2010 at 12:00:10PM +1000, john habermann wrote:
> >Hi
> >I have just noticed I have a problem with editing Dashboards in my RT
> instance namely I can't
> >do anything with them apart from create them. Once I create them if I
> click on them I see a
> >page as shown in the attached images, there are simply no options to
> do anything. I have tried
> >giving the user every dashboard permission available and have even
> made them Superuser but it
> >makes no difference.
> >The problem appears to have occured when I upgraded from rt 3.8.2 to
> 3.8.8 as in the older
> >version I see "Basics * Queries * Subscription * Show" link but that
> has disappeared with the
> >update to 3.8.8. I did install the Timeline module after I upgraded to
> 3.8.8 so I thought that
>
> When you upgraded, did you run rt-setup-database --action upgrade to
> apply the database changes described in UPGRADING?
> The internal format of Dashboards changed, and it sounds like you
> missed a step.
>
> -kevin
>
> >might be the problem as the bug at [1]
> https://rt.cpan.org/Public/Bug/Display.html?id=39729
> >indicates that it breaks the bulk update but applying that fix does
> not help the dashboard
> >problem. I tried disabling that module but the problem still persists.
> >Does anyone have any thoughts as to what might be causing this
> problem?
> >Thank you
> >
> > References
> >
> >Visible links
> >1. https://rt.cpan.org/Public/Bug/Display.html?id=39729
>
>
>
> >
> > 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 Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Unable to delete or modify dashboards as any user including superuser

[john habermann]

Hi Kevin

Thanks for your advice, I am pretty sure that I did apply
the rt-setup-database --action upgrade step when I did the upgrade from
3.8.2 to 3.8.8 but I have tried running it again in case and I get a couple
of warnings like:

[Fri Aug 13 01:06:36 2010] [warning]: Couldn't set SortOrder: That is
already the current value (./etc/upgrade/3.8.8/content:32)

Which makes me think I had already done it. It didn't make any difference to
what I see when I am viewing the dashboards.
I had a look in the rt3.8.8/etc/upgrade folder and I see that dashboards are
mentioned in the 3.8.2 content file so on the off chance that I had missed
that step I ran the upgrades from version 3.8.1 but that has not helped
either. As everything was working fine on my 3.8.2 version I would have
thought that I must have already done that step anyway.

Would their be any other schema changes to the rt database outside those
listed in the etc/upgrade folder?

Thank you

On Tue, Aug 10, 2010 at 1:29 AM, Kevin Falcone wrote:

> On Mon, Aug 09, 2010 at 12:00:10PM +1000, john habermann wrote:
> >Hi
> >I have just noticed I have a problem with editing Dashboards in my RT
> instance namely I can't
> >do anything with them apart from create them. Once I create them if I
> click on them I see a
> >page as shown in the attached images, there are simply no options to
> do anything. I have tried
> >giving the user every dashboard permission available and have even
> made them Superuser but it
> >makes no difference.
> >The problem appears to have occured when I upgraded from rt 3.8.2 to
> 3.8.8 as in the older
> >version I see "Basics * Queries * Subscription * Show" link but that
> has disappeared with the
> >update to 3.8.8. I did install the Timeline module after I upgraded to
> 3.8.8 so I thought that
>
> When you upgraded, did you run rt-setup-database --action upgrade to
> apply the database changes described in UPGRADING?
> The internal format of Dashboards changed, and it sounds like you
> missed a step.
>
> -kevin
>
> >might be the problem as the bug at [1]
> https://rt.cpan.org/Public/Bug/Display.html?id=39729
> >indicates that it breaks the bulk update but applying that fix does
> not help the dashboard
> >problem. I tried disabling that module but the problem still persists.
> >Does anyone have any thoughts as to what might be causing this
> problem?
> >Thank you
> >
> > References
> >
> >Visible links
> >1. https://rt.cpan.org/Public/Bug/Display.html?id=39729
>
>
>
> >
> > 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 Training in Washington DC, USA on Oct 25 & 26 2010
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[rt-users] Where is HTML code for Create.html?

[Max McGrath]

Hi all -

Looking to try something on my system -- let me explain.

We have a knowledge base (purchased from Interspire) that have tons and tons
of articles in to help our users answer their own questions.

This knowledge base has something known as Active Response System (ARS).
 Basically a system that actively scans a text area for keywords and will
dynamically show a list of articles it thinks pertains to your typing.

What it requires is the following in the  section of the page:

var akbPath = '[PATH_TO_KB]';



And the following for the text area:





I'm hoping I'll be able utilize this for the "Describe the issue below" text
area in RT -- both for privileged and unprivileged people.  I just can't
seem to find where the HTML is held (or generated) for the Create.html page.

Any suggestions?
--
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgr...@carthage.edu
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Re: [rt-users] RT general question

[Hossein Rafighi]

 Hi Kevin,

Thanks for the reply. Please see the followings:


I assume you meant RT::Authen::ExternalAuth, not RT's built-in
ExternalAuthentication

Yes. That's correct. Sorry for not being clear.

is not know to our LDAP server is Cced in a ticket and tries to
reply s/he gets permission denied error. This is creating problem
for our users on leave that have their email forwarded to a
different institutes. Is this the nature of the beast when an
external authentication is used?

Sounds like you've left the default of "don't allow the creation of
user accounts who aren't in LDAP" on in your RT::Authen::ExternalAuth
config.
In my RT_SiteConfig.pm I have: Set($AutoCreateNonExternalUsers,0); 
Is this the one you're referring to? If I set this to 1 to enable, do I 
need to do anything, run any command to apply it? What is the 
ramification of allowing this? Does that mean user(s) not known to our 
LDAP will be created as local user? If yes, can this person login to our 
RT? I hope not


Thanks for your reply,
Hossein
--

 _  _   _  _   _  _   _   Hossein Rafighi
|_   _||  _  \ |_   _|| | | || \_/ ||  __|TRIUMF, 4004 Wesbrook Mall
  | |  | |_|  )  | |  | | | || || |__ Vancouver BC, Canada, V6T 2A3
  | |  |  _  /   | |  | \_/ || \_/ ||  __|Voice: (604) 222-1047
  | |  | | \ \  _| |_ | || | | || |   Fax:   (604) 222-1074
  |_|  |_|  \_\|_| \___/ |_| |_||_|   Website: http://www.triumf.ca

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[rt-users] rt-cron tool

[Jim Tambling]

I have been playing about with rt-cron to get some things automated and
having good results. I now want to test some new jobs on our test system
but can't find how to set the due date using rt-cron commands. Can
anyone give me any pointers? Also is there a comprehensive list of
commands anywhere?
 
Regards, Jim
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Re: [rt-users] Custom Fields in Scripts and Templates

[Kenneth Crocker]

To "Whomever",

I use this code for user-defined "conditions" on Transactions:

my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;

if  ($trans->Type eq 'CustomField')
{my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,
 Name => "Review Process");
 return 0 unless $cf->id;
 if  ($trans->Field == $cf->id &&
  $trans->NewValue eq "Review Complete-Approved")
  {
   return 1;
  }
}

return 0;

And I use this code for getting the value of a Custom Field from a ticket:

my $cf_value = $ticket->FirstCustomFieldValue('name of CF');

And I use this code to get that same value into a Template:

QA Approved by: {$Ticket->FirstCustomFieldValue('QA Approver')}

Hope this helps.

Kenn
LBNL

On Wed, Aug 11, 2010 at 12:08 PM, Sysadmin wrote:

> What is the correct syntax for inserting custom field data into scripts and
> templates? We have a service queue with a custom field (type of ticket =
> locate or repair).
> So, I want to create a script to read the type of ticket then dispatch an
> email with custom field data inserted in the email i.e. Service # Account#
> etc.
>
> Thanks,
>
> David
> System Admin
> RNS
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>
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[rt-users] RT mailgate loop revisited - last chapter

[Kenneth Crocker]

Kevin,

I did a complete scan of our rt.log and found the following:

[Wed Aug  4 22:23:42 2010] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments:
Autocreated on ticket submission, Disabled: 0, EmailAddress:
jja...@motio.com, Name: jja...@motio.com, Password: , Privileged: 0,
RealName: Jonathan James
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)



[Wed Aug  4 22:23:42 2010] [crit]: User creation failed in mailgateway:
Could not set user info (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)



[Wed Aug  4 22:23:42 2010] [warning]: Couldn't load user
'jja...@motio.com'.giving
up (/opt/rt3/bin/../lib/RT/Interface/Email.pm:932)



[Wed Aug  4 22:23:42 2010] [crit]: User  'jja...@motio.com' could not be
loaded in the mail gateway (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)



[Wed Aug  4 22:23:42 2010] [warning]: Use of uninitialized value in
concatenation (.) or string at
/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm
line 184.
(/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:184)


[Wed Aug  4 22:23:42 2010] [error]: Couldn't get principal for not loaded
object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1181)

This set of logs repeats every 15 minutes.

It was initially initiated by an email from a user that is NOT on our LDAP
list of approved users and we have our RT_SiteConfig.pm settings to NOT add
new (email) Users automatically unless they pass the LDAP muster. Our Config
settings for the Mail Gateway are as follows:

Set($OwnerEmail, 'kfcroc...@lbl.gov');

Set($LoopsToRTOwner, 1);

Set($StoreLoops, undef);

Set($TruncateLongAttachments, 1);

Set($ParseNewMessageForTicketCcs , undef);

Set($RTAddressRegexp , '.*\stuff');

Set($LookupSenderInExternalDatabase, 1);# not actually functional -alinc

Set($SenderMustExistInExternalDatabase, 1);

Set($ValidateUserEmailAddresses, 1);

Set(@MailPlugins, (qw(Auth::MailFrom Filter::TakeAction)));

Set($MailCommand , 'sendmailpipe');

Set($SetOutgoingMailFrom, 0);

Set($SendmailArguments , "-oi -t");

Set($SendmailBounceArguments , '-f "<>"');

Set($SendmailPath, "/usr/lib/sendmail");

Set($SMTPServer, undef);

Set($SMTPFrom, undef);

Set(@MailParams, ());

Set($CorrespondAddress , '');

Set($CommentAddress , '');

Set($UseFriendlyFromLine, 0);

Set($UseFriendlyToLine, 0);

Set($NotifyActor, 0);

Set($RecordOutgoingEmail, 1);

Set($ForwardFromUser, 0);

Set($RedistributeAutoGeneratedMessages, 'privileged');

Set($WebExternalAuth , undef);

Set($WebExternalAuthContinuous, 0);

Set($WebFallbackToInternalAuth , undef);

Set($WebExternalAuto , 0);
Set($AutoCreate, undef);

Our “reply” and “Comment” addresses are the same on a Queue-by-Queue basis,
ALL ending with the same “stuff” which is in the “RTAddressRegexp” setting.

Now, from what I understand from the comments/instructions in the
RT_Config.pm file is that *if we do NOT set* <$ParseNewMessageForTicketCcs>,
then we *shouldn't need to set* the "$RTAddressRegexp" setting, which we
didn't. *When I DID set it*, the  loop disappeared.

If the Mail Gateway is set to NOT auto add *OR* if LDAP authorization
failures are also going to cause a loop, should there be an instruction
about this in the RT_Config.pm file?

The only thing I can figure is that one or more of the settings shown above
is causing RT to initiate a mail loop every 15 minutes. Does RT go to the
incoming mail server to look for "new" mail every 15 minutes? If so, why 15
minutes? Where does that setting exist? Is there something in one of the
settings above that tells RT to keep re-trying to add this guy?

Anyway, that's about all I have for now.

Any more in a direction to look would be extremely helpful.

Thanks a WHOLE BUNCH!

Kenn
LBNL
RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Exim - simple config

[Graeme Fowler]

I've replied to David off-list with detail on this, but for
completeness... I'm one of the Exim maintainers.

On 12/08/10 17:15, David Lane (IT Support) wrote:
> Graeme - Thanks for the suggestion but Exim is not happy for me to do
> piped settings in the alias file and (the Exim documentation
> specifically says not to do this ) ...

Before anyone thinks "oh, that's bad" - the default configuration file
supplied with the Exim source code explicitly permits the use of pipes
in aliases, with corresponding detail on how to make them work properly.

How Exim is packaged depends greatly on the packager/distribution, and
can vary a great deal from the default. Consulting with your package,
packager or distro documentation or support channels can help a great deal.

Graeme
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Re: [rt-users] Exim - simple config

[David Lane (IT Support)]

Hi - i looked through all the notes (using the packaged version of 8.8.8)
 and i didn't see anything specific on Exim - I will double check this again
as i probably just missed it...

Graeme - Thanks for the suggestion but Exim is not happy for me to do piped
settings in the alias file and (the Exim documentation specifically says not
to do this ) ...


http://www.debian-administration.org/users/lee/weblog/7 is the best i've
come up with so far but its too complex for my needs  - it does have mention
of a way of turning the piping back on - which i will try too


Dave

On Thu, Aug 12, 2010 at 4:10 PM, Dominic Hargreaves <
dominic.hargrea...@oucs.ox.ac.uk> wrote:

> On Thu, Aug 12, 2010 at 04:02:12PM +0100, David Lane (IT Support) wrote:
> > Can anyone point me a simple config for Exim on debian for incoming mail
> > The sendmail old pipes way of doing it worked find for me as I put all
> mail
> > to the same queue  (but today i pop messages but want to deliver direct
> to
> > the rt server)
> >
> > I want to do it with a split configuration but not being an Exim guru
> really
> > struggling to get a simple setup thats easily supportable
> >
> > 100% of the messages sent to this box should go into the general queue in
> RT
> > so i don't need 95% of the config settings in Exim
> >
> > I would like to get this working rather then change the MTA
>
> Have you seen the example configs in the Debian package's
> README/NOTES.Debian? They generally should be good enough to drop
> into separate files in the split configuration setup.
>
> The trouble is that no one setup is the same as another, so it's hard
> to give a perfectly general configuration, which is why they are
> examples rather than shipped config that can be enabled at the press
> of a button. But any improvements to that documentation (or specific
> questions based on it) welcomed.
>
> Cheers,
> Dominic.
>
> --
RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Scrip assigning owner based on Subject or Body

[Jonathan Rummel]

Worked perfectly.  Thanks!


Torsten Brumm-3 wrote:
> 
> Try this: http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject
> 
> 2010/8/11 Jonathan Rummel 
> 
>>
>> Hi all,
>>
>> All I want to do is assign owner 'jrummel' to a ticket if the word
>> 'Banner'
>> or 'Tips' appears anywhere in the Subject or Body when the ticket is
>> created.  Can anyone help me out with the code for this please?
>>
>> Thanks!
>> Jonathan
>>
>> RT 3.6.5 MySQL
>> --
>> View this message in context:
>> http://old.nabble.com/Scrip-assigning-owner-based-on-Subject-or-Body-tp29411576p29411576.html
>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>
>> RT Training in Washington DC, USA on Oct 25 & 26 2010
>> Last one this year -- Learn how to get the most out of RT!
>>
> 
> 
> 
> -- 
> MFG
> 
> Torsten Brumm
> 
> http://www.brumm.me
> http://www.elektrofeld.de
> 
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
> 

-- 
View this message in context: 
http://old.nabble.com/Scrip-assigning-owner-based-on-Subject-or-Body-tp29411576p29420284.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Exim - simple config

[Graeme Fowler]

On 12/08/10 16:02, David Lane (IT Support) wrote:
> 100% of the messages sent to this box should go into the general queue
> in RT so i don't need 95% of the config settings in Exim 

I'm not a Debian-ite... but I know Exim. You can reduce the Debian
config as far as possible to the most basic "reconfigure" option which
delivers to local users.

> I would like to get this working rather then change the MTA 

All you need is to put things in your alias file like so:

rt: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url
"

...and that's it.

Graeme
RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] Exim - simple config

[Dominic Hargreaves]

On Thu, Aug 12, 2010 at 04:02:12PM +0100, David Lane (IT Support) wrote:
> Can anyone point me a simple config for Exim on debian for incoming mail
> The sendmail old pipes way of doing it worked find for me as I put all mail
> to the same queue  (but today i pop messages but want to deliver direct to
> the rt server)
> 
> I want to do it with a split configuration but not being an Exim guru really
> struggling to get a simple setup thats easily supportable
> 
> 100% of the messages sent to this box should go into the general queue in RT
> so i don't need 95% of the config settings in Exim
> 
> I would like to get this working rather then change the MTA

Have you seen the example configs in the Debian package's
README/NOTES.Debian? They generally should be good enough to drop
into separate files in the split configuration setup.

The trouble is that no one setup is the same as another, so it's hard
to give a perfectly general configuration, which is why they are
examples rather than shipped config that can be enabled at the press
of a button. But any improvements to that documentation (or specific
questions based on it) welcomed.

Cheers,
Dominic.

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


signature.asc
Description: Digital signature
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[rt-users] Exim - simple config

[David Lane (IT Support)]

Hi everyone,

Can anyone point me a simple config for Exim on debian for incoming mail
The sendmail old pipes way of doing it worked find for me as I put all mail
to the same queue  (but today i pop messages but want to deliver direct to
the rt server)

I want to do it with a split configuration but not being an Exim guru really
struggling to get a simple setup thats easily supportable

100% of the messages sent to this box should go into the general queue in RT
so i don't need 95% of the config settings in Exim

I would like to get this working rather then change the MTA

If anyone has a working config that would be great - i'm running 8.8.8

Thanks

Dave
RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] RT general question

[Kevin Falcone]

On Wed, Aug 11, 2010 at 02:09:50PM -0700, Hossein Rafighi wrote:
> We are using RT 3.8.7 with external authentication. When someone who

I assume you meant RT::Authen::ExternalAuth, not RT's built-in
ExternalAuthentication

> is not know to our LDAP server is Cced in a ticket and tries to
> reply s/he gets permission denied error. This is creating problem
> for our users on leave that have their email forwarded to a
> different institutes. Is this the nature of the beast when an
> external authentication is used?

Sounds like you've left the default of "don't allow the creation of
user accounts who aren't in LDAP" on in your RT::Authen::ExternalAuth
config.

-kevin

> Our global permission for  Everyone is set to:
> ForwardMessage
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeOwnDashboard
> ShowOutgoingEmail
> ShowSavedSearches
> ShowTicket
> ShowTicketComments


pgp0vIlCgXxqo.pgp
Description: PGP signature
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Re: [rt-users] Custom Fields in Scripts and Templates

[Torsten Brumm]

Start reading here:

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

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

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

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

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

There are
more examples under: http://wiki.bestpractical.com/view/Contributions

Have fun.

2010/8/11 Sysadmin 

> What is the correct syntax for inserting custom field data into scripts and
> templates? We have a service queue with a custom field (type of ticket =
> locate or repair).
> So, I want to create a script to read the type of ticket then dispatch an
> email with custom field data inserted in the email i.e. Service # Account#
> etc.
>
> Thanks,
>
> David
> System Admin
> RNS
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] Scrip assigning owner based on Subject or Body

[Torsten Brumm]

Try this: http://wiki.bestpractical.com/view/SetOwnerAndQueueBySubject

2010/8/11 Jonathan Rummel 

>
> Hi all,
>
> All I want to do is assign owner 'jrummel' to a ticket if the word 'Banner'
> or 'Tips' appears anywhere in the Subject or Body when the ticket is
> created.  Can anyone help me out with the code for this please?
>
> Thanks!
> Jonathan
>
> RT 3.6.5 MySQL
> --
> View this message in context:
> http://old.nabble.com/Scrip-assigning-owner-based-on-Subject-or-Body-tp29411576p29411576.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> RT Training in Washington DC, USA on Oct 25 & 26 2010
> Last one this year -- Learn how to get the most out of RT!
>



-- 
MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de
RT Training in Washington DC, USA on Oct 25 & 26 2010
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Re: [rt-users] solved - REST: Special characters in custom fields

[FOSTER Ryan * SDC]

I had to change the code to allow the pound sign.
 
rt/lib/RT/Interface/REST.pm   line 69 (in RT 3.8.1):
-my $CF_char = '[\sa-z0-9_ :()/-]';
+my $CF_char = '[\sa-z0-9_ #:()/-]';

Ryan



From: rt-users-boun...@lists.bestpractical.com on behalf of Kevin Falcone
Sent: Wed 8/11/2010 8:15 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] REST: Special characters in custom fields



On Wed, Aug 11, 2010 at 02:18:51AM -0700, FOSTER Ryan * SDC wrote:
>I am using the REST interface to create and update tickets, as described 
> in the wiki
>([1]http://wiki.bestpractical.com/view/REST). However, I am running into a 
> problem with some
>custom fields that have a hash/pound symbol (#) as part of the name. Other 
> custom fields work
>fine.
>
>For example, when attempting to update a ticket I get a response like this:
>
>RT/3.8.1 409 Syntax Error
># Syntax error.
>cf-A Custom Field: aaa
>>> cf-Another Field #: 123
>cf-Contact Name: Ryan
>
>I get the same error whether I url encode the data or not. Is there a 
> special way to escape or
>encode special characters to avoid this error?

Have you made it work with bin/rt and looked at the generated data
using RTDEBUG=3 bin/rt ?

-kevin


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