Re: [rt-users] Organization Change
Ive written up how I recovered from this problem. See: http://ausfestivus.wordpress.com/2010/10/13/recovering-from-a-changed-organization-value-in-request-tracker-mysql/ On 8 October 2010 23:47, Ruslan Zakirov r...@bestpractical.com wrote: Organization change influence links and you have to update the table in the DB. 2010 10 8 08:50 пользователь Andrew Best festi...@gmail.com написал: Afternoon, I've just realised that an RT instance that was upgraded and migrated to a new host had a change of $Organization during the upgrade/migration. The list archives mention a wiki article which tells you how to fix this but I havent been able to find the article. Has anyone got a link handy? -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. 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, I didn't want to sound insulting or anything, but I had a crazy thought that if they were Transaction CF's, they would show on any tickets. I didn't mean to imply that you were a goof, ;-). Sometimes, I make some of the dumbest mistakes imaginable and have to do a DOOH when someone points out the obvious. Raed just did that on some code I was developing. I was trying to update info using the existing ticket info on a correspond instead of the trans info, so nothing happened. DUH! Kenn LBNL On Wed, Oct 13, 2010 at 3:33 AM, Carlos Javier carlosjavie...@gmail.comwrote: Kenn, They are created (because they are the same ones used in RI-IR Incident Reports) as Ticket Custom Fields. As an example, the _RTIR_Customer Custom Field, in the Configuration Custom Fields _RTIR_Customer Basics page, appears as Applies To: Tickets. Thanks! Carlos On Tue, Oct 12, 2010 at 6:08 PM, Kenneth Crocker kfcroc...@lbl.gov wrote: Carlos, Just a quick question; did you create the Custom Fields as Ticket Custom Fields or as Transaction Custom Fields? Kenn LBNL On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier carlosjavie...@gmail.com wrote: Thanks Kenneth for your answer. I had gone to Config-CustomFields-Group Rights for the related custom fields, and added ModifyCustomField and SeeCustomField to Everyone (just to make it sure this is not the problem). Also, if I login as root/admin, I get the same behaviour: can't see the custom fields, it shows the regular fields of any other ticket. It doesn't seem to be a permissions problem. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. Kevin, thank you for your suggestion, but I cannot see a way to tailor permissions in RT/RT-IR that allows for different groups to see different tickets that are in the same queue (say, Incident Reports) depending on a ticket characteristic (Constituency, Customer, IP address, another custom field, etc.). And, as o matter of fact, privacy is very important for our project. Suggestions wellcomed! :) Carlos On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone falc...@bestpractical.com wrote: 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! 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-users] Internet Explorer changes custom fields when editing ticket basics
Hello, We are trying to use RT as a bug tracker and have added a few custom fields to a queue. There are also a few custom fields which depend (are categorized by) on other fields. When someone submits a bug, they create a ticket, select the program the bug is in, select the version of the program and write the bug report. All of that works, and because the program version custom field is categorized by the program custom field, the user only gets to choose versions based on what program they choose. After that the ticket is created and put in our bug tracking queue. We like RT for that functionality. However, the problem arises when anyone tries to update any of the basics using internet explorer. On most browsers when you click basics, the form is loaded with all the current values set, but in internet explorer the form is loaded and the dependent custom fields are set to (no value) instead of their current value. That is a problem because if someone changes anything without resetting those fields, they get set to (no value) and we lose what was there. I'm using IE8, RT 3.8.7, and the web2 theme, it seems to happen with any dependent custom fields. *Correction- this only effect custom fields which are categorized by another custom field which is assigned to the queue. So the problem doesn't show up with the choice for Operating System because the custom field platform which categorizes the operating system values is not assigned to this queue. Thanks for the help if anyone knows what I can do. (Besides not use IE, I wish that were an option). -Matt P mpoliche...@numirabio.commailto:mpoliche...@numirabio.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] custom fields (simple?) question
On Tue, Oct 12, 2010 at 09:08:39AM -0700, Kenneth Crocker wrote: Just a quick question; did you create the Custom Fields as Ticket Custom Fields or as Transaction Custom Fields? Kenn Carlos is using RTIR. There are some special rules regarding CFs and Queues when using RTIR. -kevin On Tue, Oct 12, 2010 at 7:21 AM, Carlos Javier [1]carlosjavie...@gmail.com wrote: Thanks Kenneth for your answer. I had gone to Config-CustomFields-Group Rights for the related custom fields, and added ModifyCustomField and SeeCustomField to Everyone (just to make it sure this is not the problem). Also, if I login as root/admin, I get the same behaviour: can't see the custom fields, it shows the regular fields of any other ticket. It doesn't seem to be a permissions problem. You may want to concentrate on ways to keep the tickets in IR instead and segregate rights. Kevin, thank you for your suggestion, but I cannot see a way to tailor permissions in RT/RT-IR that allows for different groups to see different tickets that are in the same queue (say, Incident Reports) depending on a ticket characteristic (Constituency, Customer, IP address, another custom field, etc.). And, as o matter of fact, privacy is very important for our project. Suggestions wellcomed! :) Carlos On Mon, Oct 11, 2010 at 6:36 PM, Kevin Falcone [2]falc...@bestpractical.com wrote: On Mon, Oct 11, 2010 at 05:28:47PM +0200, Carlos Javier wrote: Hi, I promise I've searched through [3]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! 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! References Visible links 1. mailto:carlosjavie...@gmail.com 2. mailto:falc...@bestpractical.com 3. http://www.gossamer-threads.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! pgpX8bVkesFaf.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] MyCalendar portlet on home screen
I have a fresh new installation of RT that we are preparing to use
(3.8.8). We also have another version (3.8.7) running that has been
in use for over 6 years (and we live by it). In the new installation,
I would like to add the MyCalendar portlet on the RT at a Glance page
for all users. I did this in our current installation by going into
configuration - global - rt at a glance and selecting it from the
available side in summary. But for some reason in teh new
installation, MyCalendar is not in the list of available fields. I
do have the calendar item at the top and can view the calendar, but I
would like to have it on our users home screens to help drive them
with their tasks. In my configuration (RT_SiteConfig.pm) I have the
following:
Set( @Plugins, qw(RT::Authen::ExternalAuth
RT::Extension::CommandByMail RT::Extension::ExtractCustomFieldValues
RTx::Calendar) );
Set( @MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);
Set($CalendarDisplayOwner, 1);
Set($ICalTicketType, Data::ICal::Entry::Event);
Set($ICalReminderType ,Data::ICal::Entry::Todo);
@CalendarPopupFields = ('Status', 'OwnerObj-Name', 'DueObj-ISO');
Which is identical to the 3.8.7 installation. Does anyone have any suggestions?
Thanks in advance!
Joe
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] Drop down values hidden
I have a list of drop down boxes on the ticket with Yes/No values in them but when I click on the drop down, the values are overlapped by the controls on the next line, it is not happening with all the combo boxes but a few and it is not looking good as you can see below (When I clicked on IsMainframe Access required? Combo box). Does any body else face this problem or have a solution to it ? Thanks Naweed - The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message.image002.jpg 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] Update Ticket Subject on Comment/Reply
Morning all, Is it possible to change/update the subject on a ticket when a user comments or replies? At the moment the staff need to go into the ticket basics and update the subject manually. It would save them time if they could change/fix the subject of a ticket when they are commenting or replying to it. cheers Andrew -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. 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] Update Ticket Subject on Comment/Reply
Andrew, Check out CommandByMail. Kenn LBNL On Wed, Oct 13, 2010 at 4:21 PM, Andrew Best festi...@gmail.com wrote: Morning all, Is it possible to change/update the subject on a ticket when a user comments or replies? At the moment the staff need to go into the ticket basics and update the subject manually. It would save them time if they could change/fix the subject of a ticket when they are commenting or replying to it. cheers Andrew -- Never be afraid to try something new. Remember, amateurs built the ark, and professionals built the Titanic. 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!
