Re: [rt-users] Changing when a custom field is validated
More detailed information: This is a bit more of what I have attempted, what I think are my possibilities and an overview of the desired end result. I realise I can't stop a transaction but I can't think of (or find) a good alternative to what I require. I would have thought a Mandatory field meant that I couldn't do anything with a ticket unless it Validates. There is a big-red box under the custom field saying 'Input must match [Mandatory]' but it doesn't seem to have any effect (most of the time). Some options I am considering: * Have a default value (least desirable option but simplest). * Disallow form submission with Javascript. * Change when the Validation is enforced (my preference but is it possible?) * Implement something similar to the WorkFlow wiki which would replace what I'm trying to do (overly complicated?) * Revert a Queue change if the field is blank (Mentioned in WriteCustomAction wiki just after the part labeled Let's talk about impossible things you don't even want to try to do with a scrip) Desired Workflow: * A ticket is raised in the initial queue. * A support user takes the ticket and either fulfills the work or escalates it. * The support user should know who can sign off escalated work. * Upon escalation the ticket needs signoff by an area manager (Unit area) so a script creates an approval request in the appropriate signoff queue. * The area managers need seperate queues so they can't signoff other area's work. I would like to make the Unit area mandatory so that when a ticket is escalated the approval request is sent to the correct person for signoff. Am I completely off track here? Is there a much easier way to do what I need to do? Any/all suggestions/ideas welcome. Cheers, /Alister On Tue, 24 Aug 2010 22:34:16 -0700, alis...@gossamer-threads.com wrote: Hi rt-users, I have created a Custom Field 'Unit' with a new RT install. I gave it the '(?#Mandatory).' validation regex and a possible list of 3 values. I require this field to be filled in before it changes Queue but it seems like it is only checked before the ticket is resolved. I can still update Priority, change Queues, etc. the only restriction seems to be on resolving a ticket. I checked the mailing lists and wiki but can't find anymore information on this. I would like to know if I can block any changes to a ticket until this field is validated. I was hoping I could have a scrip on the ChangeQueue event but I can't workout how to stop a transaction. Has anyone done this before or know an approach I could use? Thanks in advance, /Alister RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! 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] Changing when a custom field is validated
More detailed information: This is a bit more of what I have attempted, what I think are my possibilities and an overview of the desired end result. I realise I can't stop a transaction but I can't think of (or find) a good alternative to what I require. I would have thought a Mandatory field meant that I couldn't do anything with a ticket unless it Validates. There is a big-red box under the custom field saying 'Input must match [Mandatory]' but it doesn't seem to have any effect (most of the time). Some options I am considering: * Have a default value (least desirable option but simplest). * Disallow form submission with Javascript. * Change when the Validation is enforced (my preference but is it possible?) * Implement something similar to the WorkFlow wiki which would replace what I'm trying to do (overly complicated?) * Revert a Queue change if the field is blank (Mentioned in WriteCustomAction wiki just after the part labeled Let's talk about impossible things you don't even want to try to do with a scrip) Desired Workflow: * A ticket is raised in the initial queue. * A support user takes the ticket and either fulfills the work or escalates it. * The support user should know who can sign off escalated work. * Upon escalation the ticket needs signoff by an area manager (Unit area) so a script creates an approval request in the appropriate signoff queue. * The area managers need seperate queues so they can't signoff other area's work. I would like to make the Unit area mandatory so that when a ticket is escalated the approval request is sent to the correct person for signoff. Am I completely off track here? Is there a much easier way to do what I need to do? Any/all suggestions/ideas welcome. Cheers, /Alister On Tue, 24 Aug 2010 22:34:16 -0700, alis...@gossamer-threads.com wrote: Hi rt-users, I have created a Custom Field 'Unit' with a new RT install. I gave it the '(?#Mandatory).' validation regex and a possible list of 3 values. I require this field to be filled in before it changes Queue but it seems like it is only checked before the ticket is resolved. I can still update Priority, change Queues, etc. the only restriction seems to be on resolving a ticket. I checked the mailing lists and wiki but can't find anymore information on this. I would like to know if I can block any changes to a ticket until this field is validated. I was hoping I could have a scrip on the ChangeQueue event but I can't workout how to stop a transaction. Has anyone done this before or know an approach I could use? Thanks in advance, /Alister RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Cloning Tickets in RT
Hello, I read your code to cloning queues. I work in a small project, and i need this workflow: ---ticket (queue A) cloning ticket to (queueB) on Resolve That mean i have the original ticket on queue A(resolved) and a clone on queue B. I can copy a ticket, (create a new), and copy the filds i need, but i don't know the method to copy the TicketHistory. $Ticket-Content... don't work Can you help me? Tanks best regards. Marco RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] RT::Authen::ExternalAuth::LDAP, Net::LDAP, Net::SSLeay, SEGV
I'm currently hunting an irritating and elusive bug right at the moment. I'm trying to use an external info provider that uses LDAP to supply user details. Unfortunately, the trace I'm seeing looks like this... _GetBoundLdapObj calls Net::LDAP (/data/rt/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:434) ... at which point there's a segfault deep inside SSLeay. This only happens if I try to use SSL - either start_tls or scheme = 'ldaps' when creating the Net::LDAP object. I can do a brute-force extraction of a test-case that goes via RT's libraries to reproduce this reliably, and the issue doesn't seem to be directly inside RT. However, and incredibly irritatingly, when I take the RT libraries out-of-the-loop and just create a test-case that calls Net::LDAP directly, it works perfectly. In other words: this bug appears to only get tickled inside RT for some reason. I take it that RT (or RT::Authen::ExternalAuth) don't muck around with internal SSLeay settings that might cause this, in a way that I've missed? Has anyone else seen this? This is on a shiny new debian lenny (although I've been seeing the problem for a while now) [2.6.32-trunk-686 #1 SMP] - ie, 32-bit. Cheers, jan -- jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ Tel +44 (0)117 3317661 http://ioctl.org/jan/ Generalisation is never appropriate. 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] Autoreply to requestor not working
Am 24.08.2010 15:37, schrieb Kevin Falcone: My approach would be fixing qmail, rather than removing RT's bounce handling. True - I analyzed the underlying problem and it turned out that our mail server cluster was using 2 different versions of maildrop: - 1.5.2 did not modify the Return-Path in any way - 2.0.4 changed the Return-Path of filtered mails to / Envelope-From to MAILER-DAEMON A weird behavior indeed. I'll have to investigate this further. Regards, --ck 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] Modify spreadsheet
Hi; Its probably easier to install the ConciseSpreadsheet extension: http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ It allows you to export your search results (whatever fields selected for the search display columns) into a spreadsheet Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 24 August 2010 21:14 To: rt-users@lists.bestpractical.com Subject: [rt-users] Modify spreadsheet Is it possible to modify the fields included in spreadsheet output? I would like to exclude some of the existing fields and include some data from some CF. 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! 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] Modify spreadsheet
Oups, it is slightly outdated since 4 Years?!? 2010/8/25 Raed El-Hames raed.el-ha...@vialtus.com Hi; Its probably easier to install the ConciseSpreadsheet extension: http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ It allows you to export your search results (whatever fields selected for the search display columns) into a spreadsheet Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 24 August 2010 21:14 To: rt-users@lists.bestpractical.com Subject: [rt-users] Modify spreadsheet Is it possible to modify the fields included in spreadsheet output? I would like to exclude some of the existing fields and include some data from some CF. 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! 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!
[rt-users] Add resolution comment to mail
Hi, I would like to include the text of the resolution comment in an email template. Is this still the recommended method? http://wiki.bestpractical.com/view/AddLastCommentToMail We're using RT v3.6.2 ... old I know but functional for our needs, so far. Thanks Steve Dr Steven Platt Bioinformatician Health Protection Agency London - ** The information contained in the EMail and any attachments is confidential and intended solely and for the attention and use of the named addressee(s). It may not be disclosed to any other person without the express authority of the HPA, or the intended recipient, or both. If you are not the intended recipient, you must not disclose, copy, distribute or retain this message or any part of it. This footnote also confirms that this EMail has been swept for computer viruses, but please re-sweep any attachments before opening or saving. HTTP://www.HPA.org.uk ** RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] RT installation problem, perl modules dependency failed
Hi, I have got a problem with 2 perl modules during the installation. When I do make testdeps it drops with: Can't locate Text/vFile/asData.pm in @INC (@INC contains: /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /usr/lib/perl5/site_perl/5.8.8/Data/ICal.pm line 8. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Data/ICal.pm line 8. When I'm trying to compile this module manually (downloaded from CPAN) it says: /usr/bin/perl -MExtUtils::MY -e 'MY-fixin(shift)' -- blib/script/rota_ical.cgi make: *** No rule to make target `bin/SystemsSupportRota', needed by `blib/script/SystemsSupportRota'. Stop. In the source code of blib/script/rota_ical.cgi I can see: my $file = -e 'SystemsSupportRota' ? 'SystemsSupportRota' : ' http://intranet.fotango.private/index.php?title=Systems_Support_Rotaaction=raw '; What means if file doesn't exist read it from the internet. However this address is not valid as you can see. This is some kind of joke. Does anyone have this file and could send it to me ? The other error I'm getting is: Email::Address ...MISSING Sequence (?|...) not recognized in regex; marked by -- HERE in m/(?| -- HERE ((?-xism:(?-xism:(?-xism:(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|))*\s*\)\s*)))*\s*\)\s*)|\s+)*(?-xism:[^\x00-\x1F\x7F()\[\]:;@\\,.\s]+(?:\.[^\x00-\x1F\x7F()\[\]:;@\\,.\s]+)*)(?-xism:(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?[^ at /usr/lib/perl5/site_perl/5.8.8/Email/Address.pm line 139. Install module Email::Address Going to read /.cpan/Metadata Database was generated on Wed, 25 Aug 2010 09:57:51 GMT Email::Address is up to date. Any help will be appreciated. Thank you. Regards, TH RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] oracle-client and ... Re: RT::Authen::ExternalAuth::LDAP, Net::LDAP, Net::SSLeay, SEGV
On Wed, 25 Aug 2010, jan.gr...@bristol.ac.uk wrote: [on Net::LDAP segfaulting...] In other words: this bug appears to only get tickled inside RT for some reason. I take it that RT (or RT::Authen::ExternalAuth) don't muck around with internal SSLeay settings that might cause this, in a way that I've missed? Looks like my guess was almost right. We're (for better or worse) an oracle shop. The backtrace looks like this: [[[ % sudo -u www-data gdb --args perl ./try-ldap-canonicalize.pl (gdb) run Starting program: /usr/bin/perl ./try-ldap-canonicalize.pl [Thread debugging using libthread_db enabled] Program received signal SIGSEGV, Segmentation fault. 0xb6cb51bb in ?? () from /usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so (gdb) bt #0 0xb6cb51bb in ?? () from /usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so #1 0xb6cb48be in ?? () from /usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so #2 0xb2255bfc in BN_MONT_CTX_set () from /usr/lib/i686/cmov/libcrypto.so.0.9.8 #3 0xb2255ee9 in BN_MONT_CTX_set_locked () from /usr/lib/i686/cmov/libcrypto.so.0.9.8 #4 0xb226c8f4 in ?? () from /usr/lib/i686/cmov/libcrypto.so.0.9.8 #5 0xb226d2ae in RSA_public_encrypt () from /usr/lib/i686/cmov/libcrypto.so.0.9.8 #6 0xb2349140 in ssl3_send_client_key_exchange () from /usr/lib/i686/cmov/libssl.so.0.9.8 #7 0xb234cb4b in ssl3_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8 #8 0xb23626ea in SSL_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8 #9 0xb23540e3 in ssl23_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8 #10 0xb23626ea in SSL_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8 #11 0xb23c4605 in XS_Net__SSLeay_connect () from /usr/lib/perl5/auto/Net/SSLeay/SSLeay.so #12 0x080d5d7b in Perl_pp_entersub () #13 0x080d4358 in Perl_runops_standard () #14 0x08079355 in perl_run () #15 0x080642fd in main () ]]] So the question is, has anyone seen this and do they have a workaround? (I ask here because that's where the original question was. If my esteemed colleague Dr. Google comes up with an answer, I'll follow up.) -- jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/ Tel +44 (0)117 3317661 http://ioctl.org/jan/ stty intr ^m 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] oracle-client and ... Re: RT::Authen::ExternalAuth::LDAP, Net::LDAP, Net::SSLeay, SEGV
On Wed, 25 Aug 2010, jan.gr...@bristol.ac.uk wrote:
On Wed, 25 Aug 2010, jan.gr...@bristol.ac.uk wrote:
[on Net::LDAP segfaulting...]
In other words: this bug appears to only get tickled inside RT for some
reason.
I take it that RT (or RT::Authen::ExternalAuth) don't muck around with
internal SSLeay settings that might cause this, in a way that I've missed?
Looks like my guess was almost right. We're (for better or worse) an
oracle shop. The backtrace looks like this:
[[[
% sudo -u www-data gdb --args perl ./try-ldap-canonicalize.pl
(gdb) run
Starting program: /usr/bin/perl ./try-ldap-canonicalize.pl
[Thread debugging using libthread_db enabled]
Program received signal SIGSEGV, Segmentation fault.
0xb6cb51bb in ?? () from /usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
(gdb) bt
#0 0xb6cb51bb in ?? () from
/usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
#1 0xb6cb48be in ?? () from
/usr/lib/oracle/10.2.0.4/client/lib/libnnz10.so
#2 0xb2255bfc in BN_MONT_CTX_set () from
/usr/lib/i686/cmov/libcrypto.so.0.9.8
#3 0xb2255ee9 in BN_MONT_CTX_set_locked ()
from /usr/lib/i686/cmov/libcrypto.so.0.9.8
#4 0xb226c8f4 in ?? () from /usr/lib/i686/cmov/libcrypto.so.0.9.8
#5 0xb226d2ae in RSA_public_encrypt () from
/usr/lib/i686/cmov/libcrypto.so.0.9.8
#6 0xb2349140 in ssl3_send_client_key_exchange ()
from /usr/lib/i686/cmov/libssl.so.0.9.8
#7 0xb234cb4b in ssl3_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
#8 0xb23626ea in SSL_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
#9 0xb23540e3 in ssl23_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
#10 0xb23626ea in SSL_connect () from /usr/lib/i686/cmov/libssl.so.0.9.8
#11 0xb23c4605 in XS_Net__SSLeay_connect ()
from /usr/lib/perl5/auto/Net/SSLeay/SSLeay.so
#12 0x080d5d7b in Perl_pp_entersub ()
#13 0x080d4358 in Perl_runops_standard ()
#14 0x08079355 in perl_run ()
#15 0x080642fd in main ()
]]]
So the question is, has anyone seen this and do they have a workaround? (I
ask here because that's where the original question was. If my esteemed
colleague Dr. Google comes up with an answer, I'll follow up.)
Okay. Looking at it, the suggestion is (since this is a symbol conflict in
the oracle client library) to set LD_PRELOAD=/usr/lib/libcrypto.{version}
to force that to load first. Whether that'll kill the oracle client
library at the same time, I'm about to find out.
--
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661 http://ioctl.org/jan/
I am now available for general use under a modified BSD licence.
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] modified from: address in replies
Kenn,
Thanks for your answer.
For that queue we use a blank template, with the Name'Blank' and on
the first line of the Content:
From: supp...@ourdomain.com
that's all.
P
On Tue, Aug 24, 2010 at 5:39 PM, Kenneth Crocker kfcroc...@lbl.gov wrote:
P,
That should work. If the template is in that Queue and the name is the same
name as what is normally used by the Global scrips, then that template
should override the Global one. We use that same idea (except it is the
To:) for some specific Users (QA Tester) listed in a Custom Field called
QA Approver:
To: {$Ticket-FirstCustomFieldValue('QA Approver')}...@lbl.gov
Subject: Request Titled: {$Ticket-Subject} is ready to begin QA Testing
---
TICKET INFORMATION:
Queue : {$Ticket-QueueObj-Name}
Number : {$Ticket-Id}
Subject: {$Ticket-Subject}
---
Priority is: {$Ticket-Priority}
Requestor : {$Ticket-Requestors-UserMembersObj-First-Name}
Created by: {$Ticket-CreatorObj-Name}
Created on: {substr($Ticket-Created, 0, 10)}
Owned by: {$Ticket-OwnerObj-Name}
Development Started on: {substr($Ticket-Started, 0, 10)}
Could you show what that template looks like, at least the first few lines?
Kenn
LBNL
On Tue, Aug 24, 2010 at 6:12 AM, polloxx poll...@gmail.com wrote:
Dear list,
We have an RT server v 3.8.7 with a queue per customer. For one queue
we want change the default from: address.
I've tried this with a customized template with:
from: supp...@ourdomain.com
in the first line but this does not work.
Other suggestions?
Thx,
P.
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
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] oracle-client and ... Re: RT::Authen::ExternalAuth::LDAP, Net::LDAP, Net::SSLeay, SEGV
On Wed, 25 Aug 2010, jan.gr...@bristol.ac.uk wrote:
Okay. Looking at it, the suggestion is (since this is a symbol conflict in
the oracle client library) to set LD_PRELOAD=/usr/lib/libcrypto.{version}
to force that to load first. Whether that'll kill the oracle client
library at the same time, I'm about to find out.
I've added
FcgidInitialEnv LD_PRELOAD /usr/lib/libcrypto.so.0.9.8
to the virtual host configuration, restarted, and that looks happy: which
is to say, the oracle client is still talking to the oracle server.
I'll try turning the LDAP integration back on shortly.
--
jan grant, ISYS, University of Bristol. http://www.bris.ac.uk/
Tel +44 (0)117 3317661 http://ioctl.org/jan/
...and then three milkmaids turned up
(to the delight and delactation of the crowd).
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] modified from: address in replies
On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote: Dear list, We have an RT server v 3.8.7 with a queue per customer. For one queue we want change the default from: address. I've tried this with a customized template with: I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin from: supp...@ourdomain.com in the first line but this does not work. Other suggestions? Thx, P. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgprt30DnJh2d.pgp Description: PGP signature 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] RT installation problem, perl modules dependency failed
It appears that you're running into two compat issues: The bug in Text-vFile-asData has already been reported here: https://rt.cpan.org/Public/Bug/Display.html?id=60696 and the Email::Address problem is that the latest release accidentally only works on 5.10 and greater. Using the slightly older version of both of these modules should be fine, you should be able to grab them from http://search.cpan.org easily -kevin On Wed, Aug 25, 2010 at 02:01:08PM +0100, Thorvald Hallvardsson wrote: Hi, I have got a problem with 2 perl modules during the installation. When I do make testdeps it drops with: Can't locate Text/vFile/asData.pm in @INC (@INC contains: /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /usr/lib/perl5/site_perl/5.8.8/Data/ICal.pm line 8. BEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.8/Data/ICal.pm line 8. When I'm trying to compile this module manually (downloaded from CPAN) it says: /usr/bin/perl -MExtUtils::MY -e 'MY-fixin(shift)' -- blib/script/rota_ical.cgi make: *** No rule to make target `bin/SystemsSupportRota', needed by `blib/script/SystemsSupportRota'. Stop. In the source code of blib/script/rota_ical.cgi I can see: my $file = -e 'SystemsSupportRota' ? 'SystemsSupportRota' : '[1]http://intranet.fotango.private/index.php?title=Systems_Support_Rotaaction=raw'; What means if file doesn't exist read it from the internet. However this address is not valid as you can see. This is some kind of joke. Does anyone have this file and could send it to me ? The other error I'm getting is: Email::Address ...MISSING Sequence (?|...) not recognized in regex; marked by -- HERE in m/(?| -- HERE ((?-xism:(?-xism:(?-xism:(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|))*\s*\)\s*)))*\s*\)\s*)|\s+)*(?-xism:[^\x00-\x1F\x7F()\[\]:;@\\,.\s]+(?:\.[^\x00-\x1F\x7F()\[\]:;@\\,.\s]+)*)(?-xism:(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?[^()\\]+))|(?-xism:\\(?-xism:[^\x0A\x0D]))|(?-xism:\s*\((?:\s*(?-xism:(?-xism:(?[^ at /usr/lib/perl5/site_perl/5.8.8/Email/Address.pm line 139. Install module Email::Address Going to read /.cpan/Metadata Database was generated on Wed, 25 Aug 2010 09:57:51 GMT Email::Address is up to date. Any help will be appreciated. Thank you. Regards, TH References Visible links 1. http://intranet.fotango.private/index.php?title=Systems_Support_Rotaaction=raw RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgpL6jQ5FrBxL.pgp Description: PGP signature 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] modified from: address in replies
We want to change the from: address, not the reply-to: address. How can we do this? On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote: Dear list, We have an RT server v 3.8.7 with a queue per customer. For one queue we want change the default from: address. I've tried this with a customized template with: I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin from: supp...@ourdomain.com in the first line but this does not work. Other suggestions? Thx, P. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! 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] Sorting e-mail into queues automatically using procmail
On Tue, Aug 24, 2010 at 04:37:11PM -0400, Nicôle Layne wrote:
This is under the assumption that all queues are correctly setup and
e-mail enabled through
the web interface, and the reply address has format
queue-name@rt.mydomain.com and comment
address has format queue-name-comm...@rt.mydomain.com.
I'm trying to get incoming e-mail to automatically go directly into
whichever queue/ticket
they are related to or create a new ticket if no matching ones exist.
I will have too many queues to have two line items within mailgate or the
aliases file per
queue.
I'm able to send and receive e-mail (via PostFix) to the default rt user
and this user
successfully accepts all e-mail for the rt.mydomain.com domain.
Since enabling procmail and the following scripts, I have no idea where
the e-mail goes - it's
successfully delivered, but it does not update existing tickets (with a
Subject line match)
and it does not create any new. It's not even in rt's mailbox.
Your mail is full of extra newlines, so it is really hard to tell what
is going on, but do you have a { file in your user's homedir
containing the mail content?
-kevin
Here's an example of my procmail.log:
--- Logging /home/rt/procmail_log.log
for rt,
procmail: [8153] Mon Aug 23 21:30:56 2010
procmail: Assigning MAILDOMAIN=rt.mydomain.com
procmail: Assigning RT_MAILGATE=/opt/rt3/bin/rt-mailgate
procmail: Assigning RT_URL=http://rt.mydomain.com/
procmail: Assigning LOGABSTRACT=all
procmail: Skipped
procmail: Skipped
procmail: Assigning LASTFOLDER={
procmail: Opening {
procmail: Acquiring kernel-lock
procmail: Notified comsat: r...@35475:./{
From m...@mydomain.com Mon Aug 23 21:30:56 2010
Subject: Creating environmental ticket
Folder: {
The contents of my ./procmailrc:
#Preliminaries
SHELL=/bin/sh #Use the Bourne shell (check your path!)
#MAILDIR=${HOME} #First check what your mail directory is!
MAILDIR=/var/mail/rt/
#LOGFILE=${MAILDIR}/procmail.log
LOGFILE=/home/rt/procmail_log.log
LOG=--- Logging ${LOGFILE} for ${LOGNAME},
VERBOSE=yes
MAILDOMAIN=rt.telebarbados.com
RT_MAILGATE=/opt/rt3/bin/rt-mailgate
#RT_MAILGATE=/usr/local/bin/rt-mailgate
RT_URL=http://rt.telebarbados.com/;
LOGABSTRACT=all
:0
{
# the following line extracts the recipient from Received-headers.
# Simply using the To: does not work, as tickets are often created
# by sending a CC/BCC to RT
TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for **\(.*\)*
*;.*$/\1/'`
QUEUE=`echo $TO| $HOME/get_queue.pl`
ACTION=`echo $TO| $HOME/get_action.pl`
:0 h b w
|/usr/bin/perl $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL
}
I have tested get_queue.pl and get_action.pl scripts successfully but let
me know if including
them helps.
Any help and/or guidance you can give would be greatly appreciated.
Kind regards,
Nicole
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Re: [rt-users] modified from: address in replies
On Wed, Aug 25, 2010 at 04:45:53PM +0200, polloxx wrote: We want to change the from: address, not the reply-to: address. How can we do this? They're both set from the correspond address variable available globally or on a queue level. If you need to change ONLY the From: line (which is not the question your original mail asked) then the template solution is your best bet. -kevin On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote: Dear list, We have an RT server v 3.8.7 with a queue per customer. For one queue we want change the default from: address. I've tried this with a customized template with: I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin from: supp...@ourdomain.com in the first line but this does not work. Other suggestions? Thx, P. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgpyA1HMMjenc.pgp Description: PGP signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Change Update Type default
Hi all - Looking for a way to change the default on Update.html. Currently it is set to *Comments (Not sent to requestors)* but I'd like the default to be *Reply to requestors*. I found the code in Update.html and I reversed the two options, but that just changes the positioning within the drop down box. I'd like reply to be there by default so we don't have to use the drop down box. -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu 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] Change Update Type default
On Wed, Aug 25, 2010 at 10:17:47AM -0500, Max McGrath wrote: Hi all - Looking for a way to change the default on Update.html. Currently it is set to Comments (Not sent to requestors) but I'd like the default to be Reply to requestors. I found the code in Update.html and I reversed the two options, but that just changes the positioning within the drop down box. I'd like reply to be there by default so we don't have to use the drop down box. The easiest thing is to pull the patch from 3.8-trunk that adds a user/global preference, or wait for 3.8.9 -kevin pgpv093kksR08.pgp Description: PGP signature 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] Change Update Type default
thanks Kevin. When abouts can we expect 3.8.9? -- Max McGrath Asst. Network Admin/Systems Specialist Carthage College 262-552-5512 mmcgr...@carthage.edu On Wed, Aug 25, 2010 at 10:22 AM, Kevin Falcone falc...@bestpractical.comwrote: On Wed, Aug 25, 2010 at 10:17:47AM -0500, Max McGrath wrote: Hi all - Looking for a way to change the default on Update.html. Currently it is set to Comments (Not sent to requestors) but I'd like the default to be Reply to requestors. I found the code in Update.html and I reversed the two options, but that just changes the positioning within the drop down box. I'd like reply to be there by default so we don't have to use the drop down box. The easiest thing is to pull the patch from 3.8-trunk that adds a user/global preference, or wait for 3.8.9 -kevin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! 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] modified from: address in replies
OK: we have an request address for all queues, let's say h...@ourdomain.com, but for one particular queue we want to set a different from: address when our helpdesk dept. replies to the customer, eg: supp...@ourdomain.com. How can we establish this? On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Aug 25, 2010 at 04:45:53PM +0200, polloxx wrote: We want to change the from: address, not the reply-to: address. How can we do this? They're both set from the correspond address variable available globally or on a queue level. If you need to change ONLY the From: line (which is not the question your original mail asked) then the template solution is your best bet. -kevin On Wed, Aug 25, 2010 at 4:25 PM, Kevin Falcone falc...@bestpractical.com wrote: On Tue, Aug 24, 2010 at 03:12:04PM +0200, polloxx wrote: Dear list, We have an RT server v 3.8.7 with a queue per customer. For one queue we want change the default from: address. I've tried this with a customized template with: I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin from: supp...@ourdomain.com in the first line but this does not work. Other suggestions? Thx, P. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! 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] Add resolution comment to mail
Steven,
Add this to you template:
Resolution comment:
{
my $Resolution_Comment;
my $Transactions;
my $CommentObj;
$Transactions = $Ticket-Transactions;
$Transactions-Limit( FIELD = 'Type', VALUE = 'Comment' );
$Transactions-OrderByCols(
{ FIELD = 'Created', ORDER = 'DESC' },
{ FIELD = 'id', ORDER = 'DESC' },
);
$CommentObj = $Transactions-First;
if ($CommentObj $CommentObj-id)
{
$Resolution_Comment = $CommentObj-Content;
}
else
{
$Resolution_Comment = No comment.
}
return $Resolution_Comment;
}
-
To view ticket information, click the URL below:
{$RT::WebURL}Ticket/Display.html?id={$Ticket-id}
Hope this helps.
Kenn
LBNL
On Wed, Aug 25, 2010 at 5:11 AM, Steven Platt steven.pl...@hpa.org.ukwrote:
Hi,
I would like to include the text of the resolution comment in an email
template. Is this still the recommended method?
http://wiki.bestpractical.com/view/AddLastCommentToMail
We're using RT v3.6.2 ... old I know but functional for our needs, so
far.
Thanks
Steve
Dr Steven Platt
Bioinformatician
Health Protection Agency
London
-
**
The information contained in the EMail and any attachments is
confidential and intended solely and for the attention and use of
the named addressee(s). It may not be disclosed to any other person
without the express authority of the HPA, or the intended
recipient, or both. If you are not the intended recipient, you must
not disclose, copy, distribute or retain this message or any part
of it. This footnote also confirms that this EMail has been swept
for computer viruses, but please re-sweep any attachments before
opening or saving. HTTP://www.HPA.org.uk
**
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[rt-users] RT Mobile Redirection
I am having a problem with the new mobile interface, version .95. It works perfectly on about 5% of my blackberries. The problem is the users get the login screen, enter the user name and password, and then get a file not found error saying it's looking for /m/. The apache logs suggest its trying to redirect those users to /var/www/m and it says file does not exist. I did find out that it works 100% of the time if I use the short domain name, servername. I experience the problem when I use the fqdn servername.domain.com. I am sure it's something I have mis-configured but can't quite pinpoint. The url I use to hit my server is http://servername.domain.com/rt/ and here is the relevant parts from my config: Set( $rtname, 'cdc124asv.tbcnet.biltmore.com'); Set($WebPath , /rt); Set($WebBaseURL , http://cdc124asv.tbcnet.biltmore.com;); Set(@Plugins, qw(RT::Extension::MobileUI RTx::Calendar RT::Extension::PriorityAsString RT::Extension::ExtractCustomFieldValues RT::Extension::LDAPImport RT:$rt RT::Authen::ExternalAuth)); Any help is appreciated as I would prefer to use the fqdn when possible. 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] modified from: address in replies
On Wed, Aug 25, 2010 at 05:45:08PM +0200, polloxx wrote: OK: we have an request address for all queues, let's say h...@ourdomain.com, but for one particular queue we want to set a different from: address when our helpdesk dept. replies to the customer, eg: supp...@ourdomain.com. How can we establish this? Go to the Queue Admin page for that queue, check the correspond address. See my previous reply - On Wed, Aug 25, 2010 at 4:55 PM, Kevin Falcone I think you just want to change the Correspond Address on the queue admin page. No need for template hacking. -kevin pgp5zN0f0edJs.pgp Description: PGP signature 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] Modify spreadsheet
Hi Raed, no, there isn't :-( Torsten 2010/8/25 Raed El-Hames raed.el-ha...@vialtus.com Torsten; Are you saying there Is a newer version ?? I Can’t find it ?? I know that version 002 works with RT 3.8.7/.8 – I had to fix a couple of bugs , in particular when the result set include custom fields. Roy *From:* Torsten Brumm [mailto:torsten.br...@googlemail.com] *Sent:* 25 August 2010 12:11 *To:* Raed El-Hames *Cc:* Sysadmin; rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Modify spreadsheet Oups, it is slightly outdated since 4 Years?!? 2010/8/25 Raed El-Hames raed.el-ha...@vialtus.com Hi; Its probably easier to install the ConciseSpreadsheet extension: http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/http://search.cpan.org/%7Ejesse/RT-View-ConciseSpreadsheet-0.002/ It allows you to export your search results (whatever fields selected for the search display columns) into a spreadsheet Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 24 August 2010 21:14 To: rt-users@lists.bestpractical.com Subject: [rt-users] Modify spreadsheet Is it possible to modify the fields included in spreadsheet output? I would like to exclude some of the existing fields and include some data from some CF. 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! 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 -- 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] Modify spreadsheet
Ok, so does it work with 3.8.7/.8? and if so what need to be modified to include the custom fields. Thanks, David System Admin RNS On 8/25/2010 9:51 AM, Raed El-Hames wrote: Torsten; Are you saying there Is a newer version ?? I Can't find it ?? I know that version 002 works with RT 3.8.7/.8 -- I had to fix a couple of bugs , in particular when the result set include custom fields. Roy *From:* Torsten Brumm [mailto:torsten.br...@googlemail.com] *Sent:* 25 August 2010 12:11 *To:* Raed El-Hames *Cc:* Sysadmin; rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Modify spreadsheet Oups, it is slightly outdated since 4 Years?!? 2010/8/25 Raed El-Hames raed.el-ha...@vialtus.com mailto:raed.el-ha...@vialtus.com Hi; Its probably easier to install the ConciseSpreadsheet extension: http://search.cpan.org/~jesse/RT-View-ConciseSpreadsheet-0.002/ http://search.cpan.org/%7Ejesse/RT-View-ConciseSpreadsheet-0.002/ It allows you to export your search results (whatever fields selected for the search display columns) into a spreadsheet Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users- mailto:rt-users- boun...@lists.bestpractical.com mailto:boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: 24 August 2010 21:14 To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com Subject: [rt-users] Modify spreadsheet Is it possible to modify the fields included in spreadsheet output? I would like to exclude some of the existing fields and include some data from some CF. 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! 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!
[rt-users] Modify spreadsheet
Is it possible to modify the fields included in spreadsheet output? I would like to exclude som of the existing fields and include some data from some CF. 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!
[rt-users] Extensions
Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 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] Extensions
Which version you installed from QueueDeactivatedScrp? The one from github? 2010/8/25 Sysadmin sysad...@ruralnetwork.net Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 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] Extensions
First thing I always check on multiple extensions is whether they are all in the same Set(@Plugins, ...) line in the RT_SiteConfig.pm file. Multiple Set Plugins lines will override rather than append. Mike From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Torsten Brumm Sent: Wednesday, August 25, 2010 11:49 AM To: Sysadmin Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Extensions Which version you installed from QueueDeactivatedScrp? The one from github? 2010/8/25 Sysadmin sysad...@ruralnetwork.netmailto:sysad...@ruralnetwork.net Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 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] Extensions
Yes the one from github. And yes I have mutiple plug in lines. Set(@Plugins,(qw(RT::FM))); Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Extension::ToggleSuperUser))); Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips))); How should I list this? And do I reinstall then after I correct this, or just correct the Set(@Plugins, ...) line and restart Apache? Thanks, David System Admin RNS Running RT 3.8.7 On 8/25/2010 12:01 PM, Michael Finn wrote: First thing I always check on multiple extensions is whether they are all in the same Set(@Plugins, ...) line in the RT_SiteConfig.pm file. Multiple Set Plugins lines will override rather than append. Mike *From:* rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Torsten Brumm *Sent:* Wednesday, August 25, 2010 11:49 AM *To:* Sysadmin *Cc:* rt-users@lists.bestpractical.com *Subject:* Re: [rt-users] Extensions Which version you installed from QueueDeactivatedScrp? The one from github? 2010/8/25 Sysadmin sysad...@ruralnetwork.net mailto:sysad...@ruralnetwork.net Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 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] Extensions
I think it should just be Set(@Plugins,(qw(RT::FM RTx::EmailCompletion RT::Extension::ToggleSuperUser RT::Extension::QueueDeactivatedScrips))); Then just restart apache From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Sysadmin Sent: Wednesday, August 25, 2010 2:29 PM To: Michael Finn Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Extensions Yes the one from github. And yes I have mutiple plug in lines. Set(@Plugins,(qw(RT::FM))); Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Extension::ToggleSuperUser))); Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips))); How should I list this? And do I reinstall then after I correct this, or just correct the Set(@Plugins, ...) line and restart Apache? Thanks, David System Admin RNS Running RT 3.8.7 On 8/25/2010 12:01 PM, Michael Finn wrote: First thing I always check on multiple extensions is whether they are all in the same Set(@Plugins, ...) line in the RT_SiteConfig.pm file. Multiple Set Plugins lines will override rather than append. Mike From: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Torsten Brumm Sent: Wednesday, August 25, 2010 11:49 AM To: Sysadmin Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Extensions Which version you installed from QueueDeactivatedScrp? The one from github? 2010/8/25 Sysadmin sysad...@ruralnetwork.netmailto:sysad...@ruralnetwork.net Is there an Extension compatibility list around. I recently installed the QueueDeactivatedScrip which work very well, then installed the EmailCompletion extention which also works well only to find that my QueueDeactivatedScrip no longer worked. I there anyway of determining compatibility between extensions? or is it mostly trial and error? How do troubleshoot a broken Extension? Thanks, David System Admin RNS Running RT 3.8.7 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] Extensions
Set(@Plugins,(qw(RT::FM))); Set(@Plugins,(qw(RTx::EmailCompletion))); Set(@Plugins,(qw(RT::Extension::ToggleSuperUser))); Set(@Plugins,(qw(RT::Extension::QueueDeactivatedScrips))); How should I list this? And do I reinstall then after I correct this, or just correct the Set(@Plugins, ...) line and restart Apache? Set(@Plugins,(qw(RT::FM RTx::EmailCompletion RT::Extension::ToggleSuperUser RT::Extension::QueueDeactivatedScrips))); (above is one line) No reinstall necessary; just bounce Apache. 'qw' takes a space-separated list and turns it into the quoted list format needed for the Set command. (see http://perlmeme.org/howtos/perlfunc/qw_function.html for examples) Mike RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] re-set date field
To List, I'm not a real experienced Perl guy and I want to write a scrip that will re-set a date field to nulls or blank or whatever a date field can be set to for NO date at all. I'm doing this for tickets that are re-opened. I've got the condition set OK. Just stuck on the command to set a date to nothing. Thanks. Kenn LBNL 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] [Rt-announce] RT for Mobile Devices 0.9
On 08/05/2010 05:08 PM, Jesse Vincent wrote: We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Hi Jesse, I just had a coworker try the mobile UI on his new Palm WebOS phone and it didn't detect his phone automatically. Adding 'WebOS' to the HTTP_USER_AGENT env var regex fixed it for him. We have version 0.95 installed here. ~Jason smime.p7s Description: S/MIME Cryptographic Signature RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Adding a CF with QuickCreate and index.html
Hi rt-users,
I want to extend QuickCreate to adjust a CustomField on the homepage.
I was unable to add a CF easily in index.html with the CreateTicket()
command.
Here is what I did to get it working - I'm unsure if its the best way or
not.
After going through RT::Interface::Web::CreateTicket I came up with
adding the following to Elements/CustomField
(anyone know an automated way to do this?)
input type=hidden value=1
name=Object-RT::Ticket--CustomField-1-Values-Magic class=hidden
select id=Object-RT::Ticket--CustomField-1-Values
name=Object-RT::Ticket--CustomField-1-Values
option selected=selected value=(no value)/option
option Canada/option
option Europe/option
option Global/option
/select
Then in index.html I added
my ($t, $msg) = CreateTicket(
Queue = $ARGS{'Queue'},
...
+ 'CustomField-1' =
$ARGS{'Object-RT::Ticket--CustomField-1-Values'}
);
This returned a RT::Ticket object (I was expecting an Id) and didn't add
the custom field value.
Since I had the ticket I added a bit more that I would normally put in a
scrip:
if ($ticket $ticket-Id) {
unless ($ticket-FirstCustomFieldValue('Unit')) {
my ($st, $msg) = $ticket-AddCustomFieldValue(
Field = 'Unit',
Value = $ARGS{'Object-RT::Ticket--CustomField-1-Values'},
RecordTransaction = 0,
);
push @results, $msg;
}
}
It seems to me like CreateTicket was running RT::Ticket::Create instead of
RT::Ticket_Overlay::Create.
I think it might have been easier to create an Ticket/Create.html like
Element for the Dashboard.
Questions:
Should index.html run RT::Ticket or RT::Ticket_Overlay Create?
Has anyone got other suggestions for adding mandatory CF's in QuickCreate?
I am running:
RT-5.8.8
Gentoo
Apache-2.2 mod_perl
perl-5.10.1
Thanks in advance,
RT Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
