Re: [rt-users] Help with Correspond condition
Ken: Can you post the code that you cut and pasted to get a better idea of the problem. Also something that I always fall into , is writing my action code in Custom action cleanup code: and forgetting about and leaving Custom action preparation code: completely empty, you will need return true ; there. Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 08 October 2010 17:25 To: rt-users@lists.bestpractical.com Subject: [rt-users] Help with Correspond condition To List, I have some code that strips information out of the content and sticks it into a Custom Field. IT works great when I trigger it with an condition set for email create tickets. Every time, it works with no problem. However, when I set the condition for On Correspond it does nothing. I want to be able to update that Custom FIeld the same way I create it initially and I figured On Correspond was the right condition. Apparently not. I look ed in the TRANSACTIONS Table and I See the Type as Correspond. So why doesn't the same code (I copied and pasted) that works for a Create not work for On Correspond? My error messages (which don't make sense since I am user 146 and am a SuperUser) are below: [Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146 (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143) [Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) Can anyone help me on this? I just need to get the condition right. 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!
[rt-users] getting 'time worked' for one user and one time period
Hi all, Hoping someone else has done this already I can crib from.. Our team uses RT for trouble tickets, and record how much time they spend on each update. They also pass tickets among themselves. I run a very basic report of tickets modified that week in that queue, and, downloading the spreadsheet, calculate the time worked field for each owner. This has a number of problems, the most pertinent of which is that it seems to show all the time worked, and hence that users may 'benefit' from work on the ticket by others but its applied to just their userid, and there is no way to extract just the time worked in that week. Has anyone done this in a more elegant, accurate way? I'm happy to write some code to do this, but was wondering if RT stores the data for time in a (say) array for each ticket, or just an incremented counter, which would mean I could never separate the ticket out between the multiple contributors, or times contributed.. Some advice would be appreciated! Cheers John -- John Constable Group IT Manager ip.access Ltd DDI: +44 1954 713723 Don't forget IT On call No: +44 1954 717909 Please raise all IT issues via i...@ipaccess.com This message contains confidential information and may be privileged. If you are not the intended recipient, please notify the sender and delete the message immediately. ip.access Ltd, registration number 3400157, Building 2020, Cambourne Business Park, Cambourne, Cambridge CB23 6DW, United Kingdom 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] getting 'time worked' for one user and one time period
Maybe you can use this report? http://wiki.bestpractical.com/view/TimeWorked /Johan From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of John Constable Sent: den 11 oktober 2010 12:56 To: rt-users@lists.bestpractical.com Subject: [rt-users] getting 'time worked' for one user and one time period Hi all, Hoping someone else has done this already I can crib from.. Our team uses RT for trouble tickets, and record how much time they spend on each update. They also pass tickets among themselves. I run a very basic report of tickets modified that week in that queue, and, downloading the spreadsheet, calculate the time worked field for each owner. This has a number of problems, the most pertinent of which is that it seems to show all the time worked, and hence that users may 'benefit' from work on the ticket by others but its applied to just their userid, and there is no way to extract just the time worked in that week. Has anyone done this in a more elegant, accurate way? I'm happy to write some code to do this, but was wondering if RT stores the data for time in a (say) array for each ticket, or just an incremented counter, which would mean I could never separate the ticket out between the multiple contributors, or times contributed.. Some advice would be appreciated! Cheers John -- John Constable Group IT Manager ip.access Ltd DDI: +44 1954 713723 Don't forget IT On call No: +44 1954 717909 Please raise all IT issues via i...@ipaccess.commailto:i...@ipaccess.com This message contains confidential information and may be privileged. If you are not the intended recipient, please notify the sender and delete the message immediately. ip.access ltd, registration number 3400157, Building 2020, Cambourne Business Park, Cambourne, Cambridge CB23 6DW, United Kingdom 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] Getting CustomField 'Sort' order in Scrip
On Mon, Oct 11, 2010 at 03:50:22PM +1100, Stuart Browne wrote: Am trying to do a select-a-worded-priority for our interface and have set the sort order to the numeric priority values, but I can't figure out how to get the sort order from a Scrip on the queue so I can set the ticket's Priority ($ticket-SetPriority(xxx)). Have you seen RT-Extension-PriorityAsString ? Is there a way using ObjectCustomFieldValues or just CustomFieldValues, instead of having to write a hash-map of word-to-number? You can iterate through the CustomFieldValues collection from a CF and request -SortOrder, or you could just load columns directly. -kevin pgpKlFsZjm2EA.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] Summary Searches
Have a Look in Cpan for summarybyowner from ruslan, think thats what You're Looking for. Von meinem iPhone gesendet Am 11.10.2010 um 17:08 schrieb Jason Ledford jledf...@biltmore.com: I have searched the wiki and mailing list and can’t find my answer, so if its there feel free to point me in that direction. I want to setup a search similar to the quicksearch, where I get (for example) the users I am concerned with seeing, and then across the top the same new open and stalled with summary numbers below. That way each manager can easily see statistics on their reports without having to see the detail of each call. I have created a search for these users and get get the search to work, but can’t figure out how to do the grouping to get summary numbers. Help is appreciated. Thanks. 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] custom fields (simple?) question
Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos 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] custom fields (simple?) question
Carlos, RT is designed to allow flexibility when granting permissions. I can grant MosifyTicket to someone, but that doesn't mean they can create comments or update Custom Fields. The ModifyTIcket right is for the basic MetatData fields you find in a Ticket. Comments are separate. So are Custom Fields. If you take a close look at the rights you can grant a group (I say group because we don't really like to grant rights to individual users. WAY TOO MUCH maintenance when you have to modify/grant the same rights to a bunch of people. We put them in groups. Much easier) you will see ModifyTicket, CommentOnTicket. This allows you to grant the right to make commonets on a ticket, but not the MetaData in the TIcket. Same for Email. Custom FIelds allow granting rights by Group.I can create a Queue, apply a Custom FIeld to it and yet NEVER grant rights to see or modify that Custom Field because I want ONLY RT to do it thru scrips. Let's say I wanted a TimeStamp for every Transaction (Just an example). I could create the CF, apply it to a Queue and then modify that CF with the current Date/Time whenever a transaction goes against a ticket. In the DataBase, the old Ticket Custom Field would be disabled (but still visable via SQL) and a new one created as a OBJECTCUSTOMFIELDVALUES Table record. I could also grantSeeCustomField to a certain group of users and they would be able to SEE it, but not Modify it. I could also create a Custom Field, grant all sorts of rights to it, but not apply it to any Queue. NO one would be able to see it or modify it because it wouldn't exist for any ticket in any Queue because it was not applied. S in your situation, when you went to Config-CustomFields-Group Rights ... what rights did you give to what group of users? Check it out and let me know. Hope this helps. Kenn LBNL On Mon, Oct 11, 2010 at 8:28 AM, Carlos Javier carlosjavie...@gmail.comwrote: Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos 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] custom fields (simple?) question
On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: Hi, I promise I've searched through http://www.gossamer-threads.com, but either I'm very bad searching, or my question is too stupid (or both!). Setup: RT 3.8.8, RTFM 2.4.2, RT-IR 2.4.4, Apache, RHEL. I suspect your problem is that RTIR is a bit magical with regards to queues / custom fields for RTIR. You're going to need to do considerable work to make RTIR understand alternate queues being equivalent to Incident Reports. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. -kevin I want to create several queues that behave as closely to Incident Report as possible, but different ones, so different Groups can see each one of them. So I created the first one, let's say IR - 1. I add for it the same Ticket Custom Fields that Incident Report has. Just for test, and not have problems with permissions, I give Everyone all permissions on this queue. Then, I go to create a ticket for this IR - 1 queue: - the custom fields do not appear, the entry window is just as a general ticket window - instead of the title Create a new Incident Report, it shows Create a new ticket - I create the ticket, anyway. In ticket metadata, the custom fields tab is empty What am I doing wrong? Many thanks, Carlos RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! pgpDLu6FxSpRx.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] Help with Correspond condition
Raed,
Thanks for responding. Yse, I do have a return 1; in the Custom PRep area.
Actually, I have tried getting this to work with the code in one or the
other Custom Action areas. As an explanation of the context, I have not been
able to get CommanByMail to update a Custom Field defined as either text
or Wikitext if the content is over 76 or so characters. Apparantly, bith
Gmail and Thunderbird and perhaps others email providers embed a line break
character after that many characters and that causes a line Break in CBM
and I end up with only partial updates. So, being the stubborn person I am,
I got a perl guy to write some code I could put into a scrip that would
examine the content of an email, look for a define delimiter (like
Description of Issue:) in the content and put everything after that
delimiter into the Custom Field. Make sense? It did to me. In fact, it works
perfectly when I set the condition to a Type = Create and message header =
received. But on a Correspond (meaning an update email as opposed to a
create), it just doesn't seem to see the email at all. Nothing. Nada.
Well, anyway, here's the code:
# Setup initial values
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = Description;
my $cf_value = Didn't work;
my $message = $ticket-Transactions-First-Content;
my $passed = 0;
my $content;
my $line;
# split up lines in content by line break
my @lines = split(\n, $message);
# walk thru @lines and find the description
foreach $line (@lines)
{
if ($passed == 1)
{
if ($content =~ m/^\n$/)
{
$content = $content.$line;
}
else
{
$content = $content.\n.$line;
}
}
if ($line =~ m/^Description of Issue:/)
{
$line =~ s/Description of Issue://;
$content = $content.\n.$line;
$passed = 1;
}
}
$cf_value = $content;
# set the value for CF Description
$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );
return 1;
Thanks for your help.
Kenn
LBNL
On Mon, Oct 11, 2010 at 2:36 AM, Raed El-Hames raed.el-ha...@vialtus.comwrote:
Ken:
Can you post the code that you cut and pasted to get a better idea of the
problem.
Also something that I always fall into , is writing my action code in “Custom
action cleanup code:” and forgetting about and leaving
“Custom action preparation code:” completely empty, you will need
return true ;
there.
Roy
*From:* rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
*Sent:* 08 October 2010 17:25
*To:* rt-users@lists.bestpractical.com
*Subject:* [rt-users] Help with Correspond condition
To List,
I have some code that strips information out of the content and sticks it
into a Custom Field. IT works great when I trigger it with an condition set
for email create tickets. Every time, it works with no problem.
However, when I set the condition for On Correspond it does nothing. I
want to be able to update that Custom FIeld the same way I create it
initially and I figured On Correspond was the right condition. Apparently
not.
I look ed in the TRANSACTIONS Table and I See the Type as Correspond. So
why doesn't the same code (I copied and pasted) that works for a Create
not work for On Correspond?
My error messages (which don't make sense since I am user 146 and am a
SuperUser) are below:
[Fri Oct 8 16:07:44 2010] [warning]: Couldn't enable user 146
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)
[Fri Oct 8 16:12:51 2010] [error]: Group::HasMember was called with an
argument that isn't an RT::Principal or id. It's (undefined)
(/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046)
Can anyone help me on this? I just need to get the condition right.
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] LastUpdated x days ago
Matthew, We use LastUpdated '15 days ago' and it works fine. Every ticket updated 15 or more days ago gets in the report. Are there other criteria you forgot to mention? Kenn LBNL On Mon, Oct 11, 2010 at 2:27 AM, Raed El-Hames raed.el-ha...@vialtus.comwrote: Matthew; I 've used: LastUpdated = '15 days ago' And it always worked for me. Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: 11 October 2010 03:23 To: RT Users Subject: [rt-users] LastUpdated x days ago I'm trying to write a script that will check for tickets last updated 15 days ago. I'm using the FromSQL method. As far as I can tell, it doesn't like the '-15 days' or '15 days ago' options. If I use either one every ticket in the queue I'm searching in is returned. Am I doomed to perform a separate comparison for tickets last updated 129600 miliseconds ago or is there a more succinct way to do this? -Mathew 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] LastUpdated x days ago
Matthew, Opps. Acutally that's LastUpdated '14 days ago'. Kenn LBNL On Mon, Oct 11, 2010 at 9:48 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: Matthew, We use LastUpdated '15 days ago' and it works fine. Every ticket updated 15 or more days ago gets in the report. Are there other criteria you forgot to mention? Kenn LBNL On Mon, Oct 11, 2010 at 2:27 AM, Raed El-Hames raed.el-ha...@vialtus.comwrote: Matthew; I 've used: LastUpdated = '15 days ago' And it always worked for me. Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: 11 October 2010 03:23 To: RT Users Subject: [rt-users] LastUpdated x days ago I'm trying to write a script that will check for tickets last updated 15 days ago. I'm using the FromSQL method. As far as I can tell, it doesn't like the '-15 days' or '15 days ago' options. If I use either one every ticket in the queue I'm searching in is returned. Am I doomed to perform a separate comparison for tickets last updated 129600 miliseconds ago or is there a more succinct way to do this? -Mathew 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-users] Merged tickets missing from search
Hey all, We're running rt3.8.6, under FreeBSD, installed from ports. All modifications done via rt_siteconfig.pm (and there are not many). The problem I'm seeing is this: we have a ticket which is not showing in the list of unowned tickets. A second ticket has been merged into it which was also unowned, and I suspect that's related but I'm not sure why or how, and I'm not able to duplicate it by merging two other tickets. In fact, when I search the queue and say show all tickets, of any status, that ticket still does not show in the list. It doesn't show when I browse the list. Is there some DB-consistency check I can run? This ticket has gone phantom on us, and it's making our support folks wonder where else it could happen. -Dan -- 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] LastUpdated x days ago
Hi. LastUpdated x means updated since x. means updated before x. So LastUpdated '15 days ago' is probably what you need and means tickets that are not touched last 15 days. Regards, Ruslan. From phone. 2010 10 11 20:49 пользователь Kenneth Crocker kfcroc...@lbl.gov написал: Matthew, Opps. Acutally that's LastUpdated '14 days ago'. Kenn LBNL On Mon, Oct 11, 2010 at 9:48 AM, Kenneth Crocker kfcroc...@lbl.gov wrote: Matthew, We use LastUpdated '15 days ago' and it works fine. Every ticket updated 15 or more days ago gets in the report. Are there other criteria you forgot to mention? Kenn LBNL On Mon, Oct 11, 2010 at 2:27 AM, Raed El-Hames raed.el-ha...@vialtus.com wrote: Matthew; I 've used: LastUpdated = '15 days ago' And it always worked for me. Regards; Roy -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Mathew Snyder Sent: 11 October 2010 03:23 To: RT Users Subject: [rt-users] LastUpdated x days ago I'm trying to write a script that will check for tickets last updated 15 days ago. I'm using the FromSQL method. As far as I can tell, it doesn't like the '-15 days' or '15 days ago' options. If I use either one every ticket in the queue I'm searching in is returned. Am I doomed to perform a separate comparison for tickets last updated 129600 miliseconds ago or is there a more succinct way to do this? -Mathew 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] Continuous Login (RT 3.8.8)
Your problem is with PostgreSQL not RT. In version 9.0 default behaviour for bytea fields changed and now they're returned as hex (as described in http://www.postgresql.org/docs/9.0/static/release-9-0.html#AEN99024). To change this add: bytea_output = escape to postgresql.conf and restart it. Regards, Sebastian -- Sebastian Podjasek morenet.pl RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
