Re: [rt-users] Extension/Plugin Conflicts

[Patrick Okui]

On 17 Nov, 2010, at 6:16 AM, Tom Robinson wrote:


On 17/11/10 12:47, Kevin Falcone wrote:

On Wed, Nov 17, 2010 at 11:33:30AM +1100, Tom Robinson wrote:

Hi,

I've been using RT (3.8.8) for a few months now. Initially I just  
wanted

to use the default install but I'm now adding a few plugins.

The problem I have is some sort of conflict with a particular  
plugin:

RTx::Calendar
Set(@Plugins,(qw(RT::Extension::CommandByMail)));
Set(@Plugins,(qw(RT::Extension::JSGantt)));
Set(@Plugins,(qw(RTx::Calendar)));

This isn't the right way to add three plugins.
You need to specify them all in one statement, otherwise the last one
declared wins.

-kevin
Thanks Kevin. I started to get a feeling about that already. What is  
the

list syntax? Comma, space or other separator?


qw() uses spaces, See "Quote-Like Operators" in the perlop manual page  
for more details.


--
patrick


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Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM

[Rithy R]

Hi Kevin,
If I remove RT::FM from RT_SiteConfig.pm, the SLA extension work immediately, 
it can set due date based on my setting just like before. Please kindly help 
out...

Regards,Rithy




> Date: Tue, 16 Nov 2010 20:51:36 -0500
> From: falc...@bestpractical.com
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM
> 
> On Wed, Nov 17, 2010 at 01:35:49AM +, Rithy R wrote:
> >After I applied the setting, restart apache I found RTFM menu in RT 
> > 3.8.7 web interface (I
> >logged in as root). I can create article at this time. The problem is, 
> > when create new ticket,
> >my SLA extension assigned correct sla level I set up but it never change 
> > due date/time like
> >before. What are missing here? Can you advise your configuration that 
> > made these two
> >extensions work together? I do appreciate your advice and wish all the 
> > best.
> 
> If you disable RTFM does it suddenly work again?  The SLA extension
> works using Scrips, which RTFM doesn't change.
> 
> -kevin
  

Re: [rt-users] Extension/Plugin Conflicts

[Tom Robinson]

On 17/11/10 12:47, Kevin Falcone wrote:
> On Wed, Nov 17, 2010 at 11:33:30AM +1100, Tom Robinson wrote:
>> Hi,
>>
>> I've been using RT (3.8.8) for a few months now. Initially I just wanted
>> to use the default install but I'm now adding a few plugins.
>>
>> The problem I have is some sort of conflict with a particular plugin:
>> RTx::Calendar
>> Set(@Plugins,(qw(RT::Extension::CommandByMail)));
>> Set(@Plugins,(qw(RT::Extension::JSGantt)));
>> Set(@Plugins,(qw(RTx::Calendar)));
> This isn't the right way to add three plugins.
> You need to specify them all in one statement, otherwise the last one
> declared wins.
>
> -kevin
Thanks Kevin. I started to get a feeling about that already. What is the
list syntax? Comma, space or other separator?

-- 

Tom Robinson
System Administrator

MoTeC

121 Merrindale Drive
Croydon South
3136 Victoria
Australia

T: +61 3 9761 5050
F: +61 3 9761 5051   
E: tom.robin...@motec.com.au




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Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM

[Kevin Falcone]

On Wed, Nov 17, 2010 at 01:35:49AM +, Rithy R wrote:
>After I applied the setting, restart apache I found RTFM menu in RT 3.8.7 
> web interface (I
>logged in as root). I can create article at this time. The problem is, 
> when create new ticket,
>my SLA extension assigned correct sla level I set up but it never change 
> due date/time like
>before. What are missing here? Can you advise your configuration that made 
> these two
>extensions work together? I do appreciate your advice and wish all the 
> best.

If you disable RTFM does it suddenly work again?  The SLA extension
works using Scrips, which RTFM doesn't change.

-kevin


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Re: [rt-users] Extension/Plugin Conflicts

[Kevin Falcone]

On Wed, Nov 17, 2010 at 11:33:30AM +1100, Tom Robinson wrote:
> Hi,
> 
> I've been using RT (3.8.8) for a few months now. Initially I just wanted
> to use the default install but I'm now adding a few plugins.
> 
> The problem I have is some sort of conflict with a particular plugin:
> RTx::Calendar

> Set(@Plugins,(qw(RT::Extension::CommandByMail)));
> Set(@Plugins,(qw(RT::Extension::JSGantt)));
> Set(@Plugins,(qw(RTx::Calendar)));

This isn't the right way to add three plugins.
You need to specify them all in one statement, otherwise the last one
declared wins.

-kevin


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Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM

[Rithy R]

Hi Kevin,Let me try to explain the case. I installed RT 3.8.7 and SLA Extension 
0.03. I have configured my RT_SiteConfig.pm as below:+#other settings#SLA 
configSet(@Plugins, qw(RT::Extension::SLA));#other settings+then I 
installed RTFM 2.4.1 but since I cannot new article with some error, I upgraded 
it to RTFM 2.4.2.After researching for some best practice I found a good 
setting and I apply it to my RT_SiteConfig.pm as below:+#other settings#SLA 
configSet(@Plugins, qw(RT::Extension::SLA RT::FM));#other settings+After I 
applied the setting, restart apache I found RTFM menu in RT 3.8.7 web interface 
(I logged in as root). I can create article at this time. The problem is, when 
create new ticket, my SLA extension assigned correct sla level I set up but it 
never change due date/time like before. What are missing here? Can you advise 
your configuration that made these two extensions work together? I do 
appreciate your advice and wish all the best.Regards,Rithy> Date: Tue, 16 Nov 
2010 10:02:56 -0500> From: falc...@bestpractical.com> To: 
rt-users@lists.bestpractical.com> Subject: Re: [rt-users] RT 3.8.7 - Need 
urgent help to configure RT::FM> > On Tue, Nov 16, 2010 at 01:57:52PM +, 
Rithy R wrote:> > Please ... any one can help me...> > As mentioned in the bug 
report you filed, it is hard to help without> knowing more about your actual 
config (preferably from Configuration> -> Tools -> System COnfiguration) and 
what you mean by 'the sla> extension stopped working'> > I've run RTFM and SLA 
together without issue> > -kevin> > > > > 
-->
 > > > From: rithy4u...@hotmail.com> > To: rt-users@lists.bestpractical.com> > 
Date: Mon, 15 Nov 2010 09:16:08 +> > Subject: [rt-users] RT 3.8.7 - How to 
configure RT::FM along with RT::Extension::SLA?> > > > Dear RT Community,> > My 
RT was working with with below config:> > Set(@Plugins, qw(> > 
RT::Extension::SLA> > ));> > After setup RTFM 2.4.2 my config look like this:> 
> Set(@Plugins, qw(> > RT::Extension::SLA> > RT::FM> > ));> > Once I restart 
apache, I found RTFM link in my RT home page but when new ticket is created, 
my> > SLA extension stop working and it is no longer change the due date based 
on SLA setup.> > Please kindly help to advise.> > Regards,> > Rithy 
  

[rt-users] Extension/Plugin Conflicts

[Tom Robinson]

Hi,

I've been using RT (3.8.8) for a few months now. Initially I just wanted
to use the default install but I'm now adding a few plugins.

The problem I have is some sort of conflict with a particular plugin:
RTx::Calendar

I have three plugins installed:

RT::Extension::JSGantt
RT::Extension::CommandByMail
RTx::Calendar

In the etc/RT_SiteConfig.pm if I put the configuration for Calendar
BEFORE JSGannt I get this message:

could not find component for path 'MyCalendar'

At this point JSGantt works fine.

If I change the etc/RT_SiteConfig.pm and put JSGantt BEFORE Calendar,
then I see the Calendar portal but there no longer a link for JSGantt.

Is there some trick to adding plugins so the successfully get loaded
without conflicts?

Apart from changing the order of the plugin configurations in the config
file I have made one other change. The installation document for JSGantt
uses the following syntax for loading the plugin:

Set(@Plugins,'RT::Extension::JSGantt');

Looking at my other plugins I decided to change this to:

Set(@Plugins,(qw(RT::Extension::JSGantt)));

The plugin still loads and is functional as long as it's put AFTER the
Calendar plugin in the config file. I know nothing about the differences
in syntax above - just made a stab in the dark hoping it might fix the
conflict with the Calendar plugin.

Any help is very much appreciated.

Regards,

Tom

Current RT_SiteConfig.pm
# Any configuration directives you include  here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
#   perl -c /path/to/your/etc/RT_SiteConfig.pm

Set( $rtname, 'motec.com.au');
#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
1;

#Set($DatabaseType , 'mysql');
#Set($DatabaseHost   , 'localhost');
#Set($DatabaseRTHost , 'localhost');
#Set($DatabasePort , '');
#Set($DatabaseUser , 'rt3');
Set($DatabasePassword , 'xx');
#Set($DatabaseName , 'rt3');
#Set($DatabaseRequireSSL , undef);

Set($ParseNewMessageForTicketCcs , 1);
Set($RTAddressRegexp , '^request\@(mydomain\.com)$');

Set($WebPath, "/rt3");

Set($rtname, "mydomain.com");
Set($Organization , "mydomain.com");

Set($Timezone, 'Australia/Melbourne');

Set($CorrespondAddress , 'em...@mydomain.com');
Set($CommentAddress , 'emailag...@mydomain.com');
Set($WebDomain, 'rt.mydomain.com' );

# Enable Command By Mail
Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));
Set(@Plugins,(qw(RT::Extension::CommandByMail)));
##Set($CommandByMailGroup, group_id);

# Enable JSGantt Chart
Set(@Plugins,(qw(RT::Extension::JSGantt)));
# customize JSGantt as you wish:
Set($JSGanttDefaultFormat,'day'); # or day or month or year or quarter
Set($JSGanttShowDuration,1);
Set($JSGanttShowOwner,1);
Set($JSGanttShowProgress,1);
Set(@JSGanttColorScheme, 'ff', '00', 'ff00ff', '00ff00',
'00', '
ff');
# working hours per day, used to caculate day length
Set($JSGanttWorkingHoursPerDay, 8);
# default day length, used to figure out start/end if one exists but the
other n
ot
Set($JSGanttDefaultDays, 7);
# if we can't find both start and end dates, use this color
Set($JSGanttNullDatesColor, '333');

# Enable RTx Calendar
Set(@Plugins,(qw(RTx::Calendar)));
# Add MyCalendar portlet to $HomepageComponents
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar
 MyAdminQueues MySupportQueues MyReminders RefreshHomepage)]);
# Enable private searches ICal feeds, give CreateSavedSearch and
LoadSavedSearch
 rights to your user
# Show the owner in each day box
Set($CalendarDisplayOwner, 1);
# Change which fields show up in the popup display when you mouse over a
date
@CalendarPopupFields = ('Status', 'OwnerObj->Name', 'DueObj->ISO');
# ICAL feed configuration
# By default, tickets are todo and reminders event
Set($ICalTicketType,   "Data::ICal::Entry::Event");
Set($ICalReminderType ,"Data::ICal::Entry::Todo");


-- 

Tom Robinson
System Administrator

MoTeC

121 Merrindale Drive
Croydon South
3136 Victoria
Australia

T: +61 3 9761 5050
F: +61 3 9761 5051   
E: tom.robin...@motec.com.au




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Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration)

[Brian Thompson]

We’re running 3.8.8.

Thanks,

Brian

From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of 
Ruslan Zakirov
Sent: Tuesday, November 16, 2010 10:50 AM
To: Brian Thompson
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & 
Configuration)


Are you on RT 3.8.3 or newer?

Regards, Ruslan. From phone.
2010 11 16 20:37 пользователь "Brian Thompson" 
mailto:brian.thomp...@tridentmicro.com>> 
написал:
> Thank you Kevin. I backed out to a pristine copy of our running RT and 
> reinstalled the Extension to no avail (must be our non-standard installation 
> structure as you suggest, something I inherited I'm afraid...).
>
> Thanks again!,
>
> <--Brian-->
>
>
> -Original Message-
> From: 
> rt-users-boun...@lists.bestpractical.com
>  
> [mailto:rt-users-boun...@lists.bestpractical.com]
>  On Behalf Of Kevin Falcone
> Sent: Tuesday, November 16, 2010 8:49 AM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple 
> & Configuration)
>
> On Tue, Nov 16, 2010 at 08:28:52AM -0800, Brian Thompson wrote:
>> Still stuck making this work. I believe my latest compilation via
>> make is now correct (per Kevin's advice) however I'm not seeing any
>> "priority as a string" functionality. Does anyone have this working
>> at their site? If so, did anything beyond the instructions below need
>> to be done?:
>>
>> http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Exten
>> sion/PriorityAsString.pm#INSTALLATION
>
> Followed those directions exactly against a vanilla rt3.8.8 install and it 
> works fine (see screenshot). I suspect something to do with your unusual 
> installation structure or your previous install which clobbered some 
> installed files.
>
> -kevin

Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration)

[Ruslan Zakirov]

Are you on RT 3.8.3 or newer?

Regards, Ruslan. From phone.
2010 11 16 20:37 пользователь "Brian Thompson" <
brian.thomp...@tridentmicro.com> написал:
> Thank you Kevin. I backed out to a pristine copy of our running RT and
reinstalled the Extension to no avail (must be our non-standard installation
structure as you suggest, something I inherited I'm afraid...).
>
> Thanks again!,
>
> <--Brian-->
>
>
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:
rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
> Sent: Tuesday, November 16, 2010 8:49 AM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request
(Comple & Configuration)
>
> On Tue, Nov 16, 2010 at 08:28:52AM -0800, Brian Thompson wrote:
>> Still stuck making this work. I believe my latest compilation via
>> make is now correct (per Kevin's advice) however I'm not seeing any
>> "priority as a string" functionality. Does anyone have this working
>> at their site? If so, did anything beyond the instructions below need
>> to be done?:
>>
>> http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Exten
>> sion/PriorityAsString.pm#INSTALLATION
>
> Followed those directions exactly against a vanilla rt3.8.8 install and it
works fine (see screenshot). I suspect something to do with your unusual
installation structure or your previous install which clobbered some
installed files.
>
> -kevin

Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration)

[Brian Thompson]

Thank you Kevin.  I backed out to a pristine copy of our running RT and 
reinstalled the Extension to no avail (must be our non-standard installation 
structure as you suggest, something I inherited I'm afraid...).

Thanks again!,

<--Brian-->


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, November 16, 2010 8:49 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & 
Configuration)

On Tue, Nov 16, 2010 at 08:28:52AM -0800, Brian Thompson wrote:
> Still stuck making this work.  I believe my latest compilation via 
> make is now correct (per Kevin's advice) however I'm not seeing any 
> "priority as a string" functionality.  Does anyone have this working 
> at their site?  If so, did anything beyond the instructions below need 
> to be done?:
> 
> http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Exten
> sion/PriorityAsString.pm#INSTALLATION

Followed those directions exactly against a vanilla rt3.8.8 install and it 
works fine (see screenshot).  I suspect something to do with your unusual 
installation structure or your previous install which clobbered some installed 
files.

-kevin

Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration)

[Kevin Falcone]

On Tue, Nov 16, 2010 at 08:28:52AM -0800, Brian Thompson wrote:
> Still stuck making this work.  I believe my latest compilation via
> make is now correct (per Kevin's advice) however I'm not seeing any
> "priority as a string" functionality.  Does anyone have this working
> at their site?  If so, did anything beyond the instructions below
> need to be done?:
> 
> http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Extension/PriorityAsString.pm#INSTALLATION

Followed those directions exactly against a vanilla rt3.8.8 install
and it works fine (see screenshot).  I suspect something to do with
your unusual installation structure or your previous install which
clobbered some installed files.

-kevin
<>

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Re: [rt-users] RT::Extension::PriorityAsString Help Request (Comple & Configuration)

[Brian Thompson]

Hi,

Still stuck making this work.  I believe my latest compilation via make is now 
correct (per Kevin's advice) however I'm not seeing any "priority as a string" 
functionality.  Does anyone have this working at their site?  If so, did 
anything beyond the instructions below need to be done?:

http://search.cpan.org/dist/RT-Extension-PriorityAsString/lib/RT/Extension/PriorityAsString.pm#INSTALLATION

Thank you!

<--Brian-->




-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Brian Thompson
Sent: Friday, November 12, 2010 9:37 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Compile & 
Configuration)

Thank you Kevin!  Tried installing per your recommendation (looks likes it put 
files in their correct locations!) but I'm still not seeing a change in RT 
behavior (removed the "obj" directory and stopped/restarted the web server per 
instructions).  Here's the "make" output (anything obvious here?):

[rtrac...@ithelpdesk RT-Extension-PriorityAsString-0.03]$ perl Makefile.PL

find the location of RT.pm that defines $RT::LocalPath in: inc 
/rt/perl/lib/perl5/5.8.8 /rt/perl/lib/perl5/x86_64-linux-thread-multi 
/rt/perl/lib/perl5 /rt/perl/lib/perl5/5.8.8 /rt/perl/lib/perl5/site_perl/5.8.8 
/rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi /rt/perl/lib64/perl5/5.8.8 
/rt/perl/lib64/perl5 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi 
/rt/perl/lib64/perl5/5.8.8 /rt/perl/lib64/perl5/5.8.8/x86_64-linux-thread-multi 
/rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
/rt/perl/lib64/perl5/site_perl/5.8.8 /rt/perl/lib64/perl5/site_perl 
/rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
/rt/perl/lib64/perl5/site_perl/5.8.8 
/rt/perl/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi 
/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 . 
/opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 
/usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 
/usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib /rt/perl /rt/perl/rt3/lib 
/rt/perl/lib/rt3 /rt/perl/lib
Path to your RT.pm:  /rt/app/lib

Using RT configuration from /rt/app/lib/RT.pm:
./html  => /rt/app/local/plugins/RT-Extension-PriorityAsString/html
./lib   => /rt/app/local/plugins/RT-Extension-PriorityAsString/lib

Checking if your kit is complete...
Looks good
Warning: prerequisite RT 3.8.3 not found.
Writing Makefile for RT::Extension::PriorityAsString
[rtrac...@ithelpdesk RT-Extension-PriorityAsString-0.03]$

Thank you!

<--Brian-->


-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Thursday, November 11, 2010 4:18 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT::Extension::PriorityAsString Help Request (Compile & 
Configuration)

On Thu, Nov 11, 2010 at 08:34:06AM -0800, Brian Thompson wrote:
>Hello,
> 
>I'm in the process of installing & implementing the extension
>"RT::Extension::PriorityAsString".
> 
>My first issue is with the "make"  Can anyone tell me if this compile was 
> successful? (please
>note the "Warning" although RT 3.8.8 is in fact installed and working for 
> us):
> 
>perl Makefile.PL PREFIX=/rt/perl
>Using RT configuration from /rt/perl/lib/RT.pm:
>./html  => /rt/perl/html
>./lib   => /rt/perl/lib

Using PREFIX like that has caused your extension to be installed in a 
completely nonstandard location.

It should print something like 
./html => /rt/perl/local/plugins/RT-Extension-PriorityAsString/html

>Installing /rt/perl/html/Ticket/Elements/ShowPriority
>Installing /rt/perl/html/Elements/SelectPriority

This looks like you've clobbered the shipped versions of those files.

A better way to install a plugin is as follows.

perl Makefile.PL  - answer the prompt it gives, or run RTHOME=/rt/perl perl 
Makefile.PL and see if it installs correctly

-kevin

Re: [rt-users] help with rt-crontool query

[Kenneth Crocker]

John,

Your "Created" logic is in reverse. It should be:

Created < '13 days ago'.

What you are asking for is all tickets where the "Created" date itself has a
value less than today minus 13 days. A ticket that was created 20 days ago
would meet that criteria.

Hope this helps.

Kenn
LBNL

On Mon, Nov 15, 2010 at 9:31 AM, John Alberts <
john.albe...@exlibrisgroup.com> wrote:

> Hi.  I'm trying to have RT mail us for all unowned tickets that are 14
> days or older.  I am using the line below, but it seems to be emailing
> me for all unowned tickets and ignoring the 'Created' part of the
> query.  Can someone please tell me what I'm doing wrong?  This seems
> like it should be super simple.
>
>
> /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL --search-arg
> "Owner = 'nobody' AND Created > '13 days ago' AND Status != 'resolved'
> AND Status != 'rejected'"  --action RT::Action::RecordComment --template
> 'Unowned tickets14'
>
>
> Thanks
>
> --
> John Alberts
> Hosted Services
> Exlibris USA
> john.albe...@exlibrisgroup.com
> cell: 1-508-878-2197
>

Re: [rt-users] How to generate reports on RT?

[Kenneth Crocker]

Wagner,

Have you put together any specifications on what people want to see in those
reports?
Have you segregated that information into specific types of reports?
Have you determined the best way to produce those reports per user, ie.
Search results downloaded into Excel or Dashboards or Cronjobs, etc?
When you've done all that, the road will be pretty well mapped out for you.

Kenn
LBNL

2010/11/16 Wagner Pereira 

> Hi, friends.
>
> I have a Request Tracker working well since many months ago.
>
> And now it is time to starting generate some reports from our more than 300
> tickets.
>
> What should be my first step?
>
> Att,
>
> --
>
> Wagner Pereira
>
> PoP-SP/RNP - Ponto de Presença da RNP em São Paulo
> CCE/USP - Centro de Computação Eletrônica da Universidade de São Paulo
> http://www.pop-sp.rnp.br
> Tel. (11) 3091-8901
> f...@rnp: 10158902
>
>

Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM

[Kevin Falcone]

On Tue, Nov 16, 2010 at 01:57:52PM +, Rithy R wrote:
>Please ... any one can help me...

As mentioned in the bug report you filed, it is hard to help without
knowing more about your actual config (preferably from Configuration
-> Tools -> System COnfiguration) and what you mean by 'the sla
extension stopped working'

I've run RTFM and SLA together without issue

-kevin

> 
>
> --
> 
>From: rithy4u...@hotmail.com
>To: rt-users@lists.bestpractical.com
>Date: Mon, 15 Nov 2010 09:16:08 +
>Subject: [rt-users] RT 3.8.7 - How to configure RT::FM along with 
> RT::Extension::SLA?
> 
>Dear RT Community,
>My RT was working with with below config:
>Set(@Plugins, qw(
>RT::Extension::SLA
>));
>After setup RTFM 2.4.2 my config look like this:
>Set(@Plugins, qw(
>RT::Extension::SLA
>RT::FM
>));
>Once I restart apache, I found RTFM link in my RT home page but when new 
> ticket is created, my
>SLA extension stop working and it is no longer change the due date based 
> on SLA setup.
>Please kindly help to advise.
>Regards,
>Rithy


pgprTF63KN5P2.pgp
Description: PGP signature

[rt-users] RT 3.8.7 - Need urgent help to configure RT::FM

[Rithy R]

Please ... any one can help me...

Regards,Rithy




From: rithy4u...@hotmail.com
To: rt-users@lists.bestpractical.com
Date: Mon, 15 Nov 2010 09:16:08 +
Subject: [rt-users] RT 3.8.7 - How to configure RT::FM along with   
RT::Extension::SLA?








Dear RT Community,
My RT was working with with below config:
Set(@Plugins, qw(   RT::Extension::SLA));
After setup RTFM 2.4.2 my config look like this:
Set(@Plugins, qw(   RT::Extension::SLA  RT::FM));
Once I restart apache, I found RTFM link in my RT home page but when new ticket 
is created, my SLA extension stop working and it is no longer change the due 
date based on SLA setup.  
Please kindly help to advise.
Regards,Rithy



  

Re: [rt-users] Fwd: Can't find a saved search to work with

[Ruslan Zakirov]

Hi,

I didn't look into saved searches rights for a while, but recall some
"smartiness" there. You can share searches with members of a group by saving
them with different privacy level. To do this you must be a member of the
group and have right on that group. This means that admin can not save
search for group x unless he is member of that group. He can add himself
temporarily to do the job.

Regards, Ruslan. From phone.
2010 11 16 00:03 пользователь "Kenneth Crocker"  написал:
> Greg,
>
> We are now on 3.8.7, but have had these privileges granted Globally since
> 3.4.5 and have never had a problem. Perhaps you are granting these rights
at
> a level that is too granular. I see no reason to keep these rights from
> anyone, so why not keep it simple and grant them globally to all
privileged?
>
> Kenn
> LBNL
>
> On Mon, Nov 15, 2010 at 12:11 PM, Gregor Binder wrote:
>
>> i gave these rights to all users and groups that i found in my system but
>> it doesn't work. but i have one group for the admins an in this group i
can
>> create a saved-search but these search then appears on all users that are
>> members of the admin group.
>> but the single user savedsearch have the same problem.
>>
>> which version do you use of rt?
>>
>> rights that i set:
>> CreateSavedSearch
>> EditSavedSearches
>> LoadSavedSearch
>> ShowSavedSearches
>>
>> version: 3.6.10
>>
>> greetings
>> gregor
>>
>> - Original Message -
>> > Greg,
>> >
>> > We grant these rights Globally to ALL Privileged users and have no
>> > problem with them.
>> >
>> > Kenn
>> > LBNL
>> >
>> >
>> > On Mon, Nov 15, 2010 at 10:25 AM, Gregor Binder <
>> > gregor.bin...@gmx.net > wrote:
>> >
>> >
>> > these rights are set to the user but doesn't take effect.
>> >
>> > gregor
>> >
>> >
>> >
>> >
>> > - Forwarded Message -
>> > > Greg,
>> > >
>> > > What about the "Search" rights, "LoadSavedSearch",
>> > > "ShowSavedSearch",
>> > > etc.?
>> > >
>> > > Kenn
>> > > LBNL
>> > >
>> > >
>> > > On Mon, Nov 15, 2010 at 9:59 AM, Gregor Binder <
>> > > gregor.bin...@gmx..net > wrote:
>> > >
>> > >
>> > > hi,
>> > >
>> > > did you found a solution for the problem?
>> > > the saved searches worked only for my root user and when i add a
>> > > user
>> > > root rights, but these rights to much for this user.
>> > >
>> > > greetings
>> > > gregor
>>

Re: [rt-users] Editing the issue statement

[Ruslan Zakirov]

Hi,

Any details on reproducing problem and your rt config?

Regards, Ruslan. From phone.
2010 11 15 22:01 пользователь "CLOSE Dave (DAE)" <
dave.cl...@us.thalesgroup.com> написал:
> I have a few tickets which, when opened, did not properly wrap lines.
> The entire issue statement is a single line. When the ticket is selected
> and the issue is displayed, RT only shows me the left-most characters
> of the statement. Is there a way to edit that statement to insert the
> needed NL characters? (RT 3.8.7 on Linux)
> --
> Dave Close, Thales Avionics, Irvine California USA
> Software integration and performance testing
> cell +1 949 394 2124, dave.cl...@us.thalesgroup.com
>
> I don't send HTML email and I prefer not to receive it.
> HTML email is ugly and a significant security exposure.
>

Re: [rt-users] "Create a new ticket" for someone else set as Requestor

[muellejo]

Excellent, exactly what I was looking for, thanks a lot for the hint !

> We have used the RTx::EmailCompletion module. It is configured to query 
> our LDAP directory on entering 3-4 characters of a name/e-mail address.

Re: [rt-users] Recovery Assistance

[Ruslan Zakirov]

Hi,

As CGM table have more records to account recursive members then you should
filter out some records. Use Via = id and GroupId <> MemberId condition on
CGM table.

Regards, Ruslan. From phone.
2010 11 16 02:51 пользователь "Jesse Vincent" 
написал:
>
>
>
> On Mon, Nov 15, 2010 at 04:52:58PM -0500, Josh Narins wrote:
>> Sorry, wasn't obvious I sent anything last time because of spurious
signature insertion.
>>
>> > From: Jesse Vincent [mailto:je...@bestpractical.com]
>> > Sent: Monday, November 15, 2010 4:27 PM
>> > On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote:
>> > > Through admin error, during a practice migration of Postgres to
>> > > Oracle[1], about 5% of the GroupMembers table was deleted[2].
>> >
>> > Is the cached-group-members table intact? You can likely recover all
>> > the data from that, though I'm late for a plane. Someone else may be
>> > able to recommend exact steps to do so.
>>
>> The cached-group-members table is intact!
>
> Basically, the cachedgroupmembers table has a superset of the columns in
the groupmembers table.
>
> If you grab only the columns in cachedgroupmembers that match
groupmembers, remove the id column and unique the set, then you should be
able to insert those rows into the groumembers table. then run rt-validator
and test the heck out of things.

Re: [rt-users] "Create a new ticket" for someone else set as Requestor

[Giuseppe Sollazzo]

Dear Joe,
it is possible - we do something like this and it doesn't need any 
additional software development.


We have used the RTx::EmailCompletion module. It is configured to query 
our LDAP directory on entering 3-4 characters of a name/e-mail address.


Best regards,
Giuseppe

On 16/11/10 11:20, muell...@aschendorff.de wrote:


Hello,

I often get called by phone to open a ticket for someone.
If I click the "Create a new ticket" the "Requestor(s)" is set to my own email 
address.

But I want to open it for the person on the other line on the phone (who 
already has got an unprivileged account).
Is it somehow possible to select/search for unprivileged  user in the "Create a new 
ticket" dialog ?
I am thinking of an ajax instant search on all email addresses.

Or instead make a search for the user and then have a "open a ticket for this user 
with this user set as requestor" ?

Any are there any suggestions how do do this ?

Thanks in advance
Joe
   



--


Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

[rt-users] "Create a new ticket" for someone else set as Requestor

[muellejo]

Hello,

I often get called by phone to open a ticket for someone.
If I click the "Create a new ticket" the "Requestor(s)" is set to my own email 
address.

But I want to open it for the person on the other line on the phone (who 
already has got an unprivileged account).
Is it somehow possible to select/search for unprivileged  user in the "Create a 
new ticket" dialog ?
I am thinking of an ajax instant search on all email addresses.

Or instead make a search for the user and then have a "open a ticket for this 
user with this user set as requestor" ?

Any are there any suggestions how do do this ?

Thanks in advance
Joe

Re: [rt-users] Several line for a CustomField in CommandByEmail.

[CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **]

Hi,

Thanks for your answer.

It doesn’t work. Looking at the code, seems there is a line for removing 
trailing and leading space (line 208 in TakeAction.pm), no ?

I tried also with addition of \n to force MYSQL interpret a carriage return, 
but the \n appear as a simple char string and isn’t interpreted.

Cdt,

Franck CALLEJA-ALBILLOS
TREFLE pour Alcatel-Lucent
Centre de Compétences Managed Services - IP/MPLS

Tél. : +33 1 30 77 1362
Email : 
franck.calleja-albil...@alcatel-lucent.com

De : ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] De la part de 
Ruslan Zakirov
Envoyé : jeudi 11 novembre 2010 14:44
À : CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **
Cc : rt-users@lists.bestpractical.com
Objet : Re: [rt-users] Several line for a CustomField in CommandByEmail.


Hi

Try spaces in the beginning of a new line.

Cf: bla
  Bla
  Bla

Regards, Ruslan. From phone.
2010 11 10 19:53 пользователь "CALLEJA-ALBILLOS, FRANCK (FRANCK)** CTR **" 
mailto:franck.calleja-albil...@alcatel-lucent.com>>
 написал:
> Hello,
>
> I want to create tickets through CommandByEmail and fulfill some 
> CustomFields. One of them is a text area (including several lines), but I 
> don't know how to format the mail so that it takes the "Carriage Return" or 
> "Line Feed" into account :
>
> I've tried :
>
> CustomField.{Adresse}:"6, rue Léonard de Vinci - BP 0119
> 53001 LAVAL"
>
>
> CustomField.{Adresse}:6, rue Léonard de Vinci - BP 0119
> 53001 LAVAL
>
>
> CustomField.{Adresse}:6, rue Léonard de Vinci - BP 0119
> AddCustomField.{Adresse}:53001 LAVAL
>
> None seems to work. Or perhaps I'm wrong.
> Every else other Field ou CustomField is updated correctly.
>
> How can I do ?
>
> Thanks for your help,
> Franck CALLEJA-ALBILLOS
>

Re: [rt-users] RT Mobile UI 0.99

[G.Booth]

Hi Jason

I asked the same thing last week, but updating to 
version 0.99 from CPAN fixed it for me, the mobile 
browser is automatically redirected to the mobile ticket 
show URL.


It seems to be semi-fixed for me, used to get the error that's been 
discussed:


Can't call method "id" on an undefined value at 
/opt/rt3/local/plugins/RT-Extension-MobileUI/html/Callbacks/RT-Extension-MobileUI/Ticket/Display.html/Initial 
line 4.


This has now stopped, but I cant get the url to go to the ticket :-[



I am seeing the same problem that John Arends reported 
though, the link to switch to the full interface does not 
work for me.  I tried adding a / after m, but it didn't 
fix it for me.  However, if I add the full /index.html 
after the m, then it does work for me:


RT->Config->Get('WebPath')%>/m/index.html?NotMobile=1

~Jason


Got this one too :-[

regards

garry