Re: [rt-users] Filter LDAP User for owner assign
thank you that's it. I've got to much rights to the unprivileged Group Kevin Falcone Gesendet von: rt-users-boun...@lists.bestpractical.com 03.01.2011 17:03 Bitte antworten an rt-users@lists.bestpractical.com An rt-users@lists.bestpractical.com Kopie Thema Re: [rt-users] Filter LDAP User for owner assign [AGES: Viren geprüft !!] On Mon, Jan 03, 2011 at 11:21:59AM +0100, ingo.it...@ages.de wrote: >now we have a lage number of LDAP Users listed in the Owner Dropdown Field. We assigned a >ticket only a view staff members, so how can i filter the dropdown Field ? You probably assigned OwnTicket to Everyone or Unprivileged, either globally or on a queue level and need to make sure that right only goes to staff users -kevin ___ Geschäftsführer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134
[rt-users] Combobox as a search.. possible?
I saw in the archives where this was asked once before, but never answered, so here goes... Can I set up a custom field combobox to display as a combobox in the ticket search area? Currently, it only displays the custom field as a text entry when searching, but I'd rather have the combobox functionality in search. I have it in ticket creation, works fine there.. just want it in search as well. Is this possible?
Re: [rt-users] search by CommentedOnBy?
That's close I think, but not quite what I'm looking for. I couldn't get your line to work.. although I could see how it's not exactly what they're looking for. They want to search for everything a particular user has commented on on the current day. That would potentially show things a user had commented on in a previous day, and another person had commented on today. On Mon, Jan 3, 2011 at 5:01 PM, Kris Germann wrote: > Under ‘Reports’, you can choose ‘Advance Ticket Search’ which should call > on freeside/rt/Search/Build.html depending on how you’ve got your RT set up… > > > > After this (I find) it’s easier to click over ‘Advanced’, beside Edit > Search and Calendar; then just enter your search terms. If I wanted to > search for all tickets CommentedOnBy myself, I’d write: > > > > CommentedOnBy = ‘kris’ AND LastUpdated = ‘today’ where ‘kris’ is the rtuser > id and LastUpdated is the date you wish to search… A bit hazy on the date > format though, I believe it’s unixtimestamp based… > > > > Additionally, CommentedOnBy = ‘kris’, would pull up ALL comments by user > ‘kris’ from the history of your RT installation until the second you clicked > ‘Show Report’ J > > > > Also, a wider search would be ‘LastUpdatedBy in which would would replace > CommentedOnBy with this and it would pull up status changes, comments, > replies, etc… for a specific user, or for all users chronologically… > > > > Thanks > > > > Kris Germann > Supervisor, Sales & Technical Support > Fibernetics Corporation > freephoneline.ca > 605 Boxwood Drive > Cambridge ON, N3E1A5 > > > > *From:* rt-users-boun...@lists.bestpractical.com [mailto: > rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Chris Hall > *Sent:* Monday, January 03, 2011 4:09 PM > *To:* rt-users > *Subject:* [rt-users] search by CommentedOnBy? > > > > Is there a way to do a search of tickets to see which tickets a given > person has commented on? >
Re: [rt-users] What modules do I need to load to use the RTFM 2.4.3 API?
Kevin Falcone wrote:
RT::FM expects RT to already be configured when RT/FM.pm is loaded.
This should be a better incant, since it allows RT to munge INC to
include plugins for you (rather than needing to include paths into
plugins)
perl -Ilocal/lib -Ilib -e 'BEGIN { use RT; RT::LoadConfig; RT->Init();
}; use RT::FM'
That works much better. Thanks! Perhaps worth noting explicitly: the
"use RT::FM" statement must be outside the BEGIN block for this to succeed.
Now we can finally stop hacking on the old RT 2.x StockAnswers
and move to RTFM! I
just need to figure out how to convince RTFM to insert plain text
article body custom fields into tickets literally, without processing
as HTML tags and rendering entity references.
FWIW, I hope no one is still using our hacked RT 3.x StockAnswers linked
above, but just in case, here's the script I'm using to import the
response templates to RTFM articles (it ain't pretty, and it'll need the
custom debug module calls stripped out for it to work portably):
http://people.hmdc.harvard.edu/~whorka/rtStockAnswersToRTFM.pl
-Bill
--
William Horka
UNIX Systems Administrator
Harvard-MIT Data Center
Re: [rt-users] search by CommentedOnBy?
Under 'Reports', you can choose 'Advance Ticket Search' which should call on freeside/rt/Search/Build.html depending on how you've got your RT set up. After this (I find) it's easier to click over 'Advanced', beside Edit Search and Calendar; then just enter your search terms. If I wanted to search for all tickets CommentedOnBy myself, I'd write: CommentedOnBy = 'kris' AND LastUpdated = 'today' where 'kris' is the rtuser id and LastUpdated is the date you wish to search. A bit hazy on the date format though, I believe it's unixtimestamp based. Additionally, CommentedOnBy = 'kris', would pull up ALL comments by user 'kris' from the history of your RT installation until the second you clicked 'Show Report' J Also, a wider search would be 'LastUpdatedBy in which would would replace CommentedOnBy with this and it would pull up status changes, comments, replies, etc. for a specific user, or for all users chronologically. Thanks Kris Germann Supervisor, Sales & Technical Support Fibernetics Corporation freephoneline.ca 605 Boxwood Drive Cambridge ON, N3E1A5 From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: Monday, January 03, 2011 4:09 PM To: rt-users Subject: [rt-users] search by CommentedOnBy? Is there a way to do a search of tickets to see which tickets a given person has commented on?
Re: [rt-users] What modules do I need to load to use the RTFM 2.4.3 API?
On Mon, Jan 03, 2011 at 04:01:08PM -0500, William J. Horka wrote:
> Hi all,
>
> First off, I want to say thanks to the developers for delivering
> RTFM 2.4.3. The fix for managing global custom fields in RT 3.8.8 is
> very helpful.
>
> However, I don't seem to be able to figure out which perl modules I
> need to load to use the API anymore.
RT::FM expects RT to already be configured when RT/FM.pm is loaded.
This should be a better incant, since it allows RT to munge INC to
include plugins for you (rather than needing to include paths into
plugins)
perl -Ilocal/lib -Ilib -e 'BEGIN { use RT; RT::LoadConfig; RT->Init(); }; use
RT::FM'
-kevin
> This worked under RTFM 2.4.2, but doesn't work under RTFM 2.4.3rc1 or 2.4.3:
>
> $ perl -I$RT_HOME/lib -I$RT_HOME/local/plugins/RT-FM/lib \
>-MRT -MRT::FM -e 1
> Can't call method "can" on an undefined value at
> /usr/local/HMDC/rt3/local/plugins/RT-FM/lib/RT/FM.pm line 61.
> Compilation failed in require.
> BEGIN failed--compilation aborted.
pgpDNYCcUzFWm.pgp
Description: PGP signature
[rt-users] search by CommentedOnBy?
Is there a way to do a search of tickets to see which tickets a given person has commented on?
[rt-users] What modules do I need to load to use the RTFM 2.4.3 API?
Hi all, First off, I want to say thanks to the developers for delivering RTFM 2.4.3. The fix for managing global custom fields in RT 3.8.8 is very helpful. However, I don't seem to be able to figure out which perl modules I need to load to use the API anymore. This worked under RTFM 2.4.2, but doesn't work under RTFM 2.4.3rc1 or 2.4.3: $ perl -I$RT_HOME/lib -I$RT_HOME/local/plugins/RT-FM/lib \ -MRT -MRT::FM -e 1 Can't call method "can" on an undefined value at /usr/local/HMDC/rt3/local/plugins/RT-FM/lib/RT/FM.pm line 61. Compilation failed in require. BEGIN failed--compilation aborted. Can someone please advise? Thanks, -Bill -- William Horka UNIX Systems Administrator Harvard-MIT Data Center
Re: [rt-users] Stripping copied parts of email before saving as comment or reply
On Mon, Jan 03, 2011 at 10:41:59AM -0800, Laura Grella wrote: > > >> If you want to see the core version, it is now live on >> issues.bestpractical.com. The plugin for 3.8 will hopefully get >> released this week, but we're busy trying to release lots of things. > > > Thanks - I've never installed an extension for RT. Would be able to point me > the right direction for instructions? I rather install it for 3.8 than wait > for 4.0. You should read the README once the extension has been released. It covers installation of plugins. -kevin > > We have an extension to do this that we're working to get released. > > (And it's already built in to 4.0) > > - Show quoted text - pgpckz1vwQrCr.pgp Description: PGP signature
Re: [rt-users] Stripping copied parts of email before saving as comment or reply
If you want to see the core version, it is now live on issues.bestpractical.com. The plugin for 3.8 will hopefully get released this week, but we're busy trying to release lots of things. Thanks - I've never installed an extension for RT. Would be able to point me the right direction for instructions? I rather install it for 3.8 than wait for 4.0. THanks > We have an extension to do this that we're working to get released. > (And it's already built in to 4.0) > - Show quoted text - -- View this message in context: http://old.nabble.com/Stripping-copied-parts-of-email-before-saving-as-comment-or-reply-tp30524829p30580423.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
Re: [rt-users] FW: Re: HTML enabled templates / problem with attachments!
Please keep responses on the list. On 31 Dec 2010 04:59, Payam Poursaied wrote: > Dear Thomas > I couldn't go ahead anymore, but it seems that you have some idea about why > this problem occurred. May I kindly ask you to let me know if there is any > specific patch, or the part of code which is related to this issue so I > could work on it. The work on this part of the code will be in 3.8.9. Although we sent out the first release candidate last week, I'm not sure when the final release will be made. You might try the RC1 on a test system. Thomas > Thank you in advance > Payam Poursaied > > -Original Message- > From: Payam Poursaied [mailto:pa...@rasana.net] > Sent: Wednesday, December 29, 2010 8:55 AM > To: 't...@bestpractical.com' > Cc: 'rt-users@lists.bestpractical.com' > Subject: Re: [rt-users] HTML enabled templates / problem with attachments! > >> Date: Mon, 27 Dec 2010 13:14:34 -0500 >> From: Thomas Sibley >> >> On 24 Dec 2010 06:34, Payam Poursaied wrote: >>> When my users send HTML enable emails without any attachments, it >>> works fine (i.e. the AdminCCs get the copy of incoming correspond in >>> HTML enabled form). But if the correspond has any attachments, RT puts >>> around $Transaction->Content() and puts only texts in the > middle. >> >> What version of RT are you running? You may need to use > $Transaction->Content(Type => 'text/html') to force it to find the HTML part > of the mail. Content type preference intuition is improved in development > versions of RT. >> >> Thomas > > Dear Thomas > Thank you for your response. I am using 3.8.8. I tried what you recommended, > but there wasn't any success.
[rt-users] Special Characters in Queue Names
Is there a list of characters that are or are not allowed? Anyone have any hiccups using special characters? I know the hyphen works as does underscores. I'm curious about such things as ampersands and what I suspect would be an innocuous period. -Mathew
Re: [rt-users] Populating customer fields
On Sat, Jan 01, 2011 at 09:42:44AM +, nar...@hewittandmay.com wrote: > Dear All > > Customers raise tickets based on emailing us and almost always with an order > Id for a web based purchase. > > Each time we then have to go another system that queries the database to view > the order. Once we have the order on screen we can then reply to the ticket > with greater accuracy. > > RT and the web back end are both in the same MySQL database on the same box. > > What I would like to do is: > > Enter the orderId in 1 custom field and have several other custom fields > updated as a result. > > Can someone point me in the right direction. > Have spent a few weeks reading number of articles but nothing quite as simple > as the one outlined above. Sounds like you need a Scrip with a custom condition that checks for a chance in your Order ID custom field and then it goes and connects to mysql to load up data for the other CFs and sets them You may also want to grant rights on the other custom fields so that your staff can see them, but not edit them. That way they won't be out of sync with what is in your external DB -kevin pgpCcwpl9xL0U.pgp Description: PGP signature
Re: [rt-users] single sign-on
On Mon, Jan 03, 2011 at 05:19:56AM -0800, Jonathan Salomon wrote: > >I'd like to ask you for some advice on how to achieve SSO with RT 3.8.2, > so my users won't >have to enter their credentials each time they want to open a ticket > through the web >interface. I see ExternalAuth which I am already using for authentication > against our AD, can >do this but through a cookie. Since we don't have a company portal or > something like that, we >do not have a cookie set already. Therefore ideally I'd like to get the > credentials from the >Windows session. I came across this link > ([1]http://blank.org/memory/output/rt-ad-sso.html) >that seems to do what I want but I see it's a bit dated. Does anyone know > if this is still >relevant and if it's possible to integrate this with ExternalAuth? Are > there any other >approaches? You're looking for the mod_auth_kerb extension for apache. It will auto-sign users into RT By default, they'll be Unprivileged and will see the RT SelfService UI (go to http://your.rt/SelfService/ to get an idea of what it looks like) which is a very stripped down RT UI that will both let your users create tickets and monitor their resolved and open tickets. -kevin pgpMgW34qF4k8.pgp Description: PGP signature
Re: [rt-users] single sign-on
We've done it two ways. The easiest is just to create a web mail form using PHP and have it send email to RT. Since it is through our portal, its easy to have the web form forge the from address as usern...@whatever.com and RT thinks it came from the user. We also have one more complicated form that uses the RT perl API to actually create the ticket and set priorities. This has to run on our RT server. I'd eventually like to get rid of it, since it is messy, but it works. On 1/3/11 10:36 AM, Bouzite, Radouan wrote: Hi, Can I ask you how it works the web form to create tickets ? - *Radouan Bouzite* Unix/SAN Admin. Ipex Management Inc. Tel : (514) 769 3445 ext 291 Fax :(514) 769-1672 *From:*rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] *On Behalf Of *John Arends *Sent:* January-03-11 11:32 AM *To:* rt Users *Subject:* Re: [rt-users] single sign-on I don't know what your users are like, but for a good portion of our users, actually using RT is too complicated. We have a simple web form that creates tickets for people. If they don't really need RT access, this might be an option. On 1/3/11 7:19 AM, Jonathan Salomon wrote: Hi all, I’d like to ask you for some advice on how to achieve SSO with RT 3.8.2, so my users won’t have to enter their credentials each time they want to open a ticket through the web interface. I see ExternalAuth which I am already using for authentication against our AD, can do this but through a cookie. Since we don’t have a company portal or something like that, we do not have a cookie set already. Therefore ideally I’d like to get the credentials from the Windows session. I came across this link (http://blank.org/memory/output/rt-ad-sso.html) that seems to do what I want but I see it’s a bit dated. Does anyone know if this is still relevant and if it’s possible to integrate this with ExternalAuth? Are there any other approaches? I would be grateful if anyone could spare some tips. Thanks! Jonathan -- John Arends jare...@illinois.edu Network Analyst College of ACES ITCS University of Illinois at Urbana-Champaign
Re: [rt-users] single sign-on
I don't know what your users are like, but for a good portion of our users, actually using RT is too complicated. We have a simple web form that creates tickets for people. If they don't really need RT access, this might be an option. On 1/3/11 7:19 AM, Jonathan Salomon wrote: Hi all, I’d like to ask you for some advice on how to achieve SSO with RT 3.8.2, so my users won’t have to enter their credentials each time they want to open a ticket through the web interface. I see ExternalAuth which I am already using for authentication against our AD, can do this but through a cookie. Since we don’t have a company portal or something like that, we do not have a cookie set already. Therefore ideally I’d like to get the credentials from the Windows session. I came across this link (http://blank.org/memory/output/rt-ad-sso.html) that seems to do what I want but I see it’s a bit dated. Does anyone know if this is still relevant and if it’s possible to integrate this with ExternalAuth? Are there any other approaches? I would be grateful if anyone could spare some tips. Thanks! Jonathan
Re: [rt-users] Linking to results of saved search
On 11-01-03 11:02 AM, Kevin Falcone wrote: > Click on 'Show Results' and you'll get a large URL > > -kevin Thanks! -Mike
Re: [rt-users] Filter LDAP User for owner assign
On Mon, Jan 03, 2011 at 11:21:59AM +0100, ingo.it...@ages.de wrote: >now we have a lage number of LDAP Users listed in the Owner Dropdown > Field. We assigned a >ticket only a view staff members, so how can i filter the dropdown Field ? You probably assigned OwnTicket to Everyone or Unprivileged, either globally or on a queue level and need to make sure that right only goes to staff users -kevin pgp63kUTO4dzq.pgp Description: PGP signature
Re: [rt-users] Linking to results of saved search
On Sun, Jan 02, 2011 at 12:24:29PM -0500, Mike Doherty wrote: > Hello, > > I am building a search to return all tickets I've ever touched (created, > resolved, commented, etc), which will be really helpful to me. However, > I'd also like to share that search with others, ideally by linking to it > something like this Bugzilla link: > https://bugzilla.wikimedia.org/buglist.cgi?cmdtype=runnamed&namedcmd=Shell%20requests > > Is this possible with RT? I cannot see how to do this, since the URL on > the search results page is simply https://rt.cpan.org/Search/Build.html Click on 'Show Results' and you'll get a large URL -kevin pgpXDEfovXmPr.pgp Description: PGP signature
[rt-users] single sign-on
Hi all, I'd like to ask you for some advice on how to achieve SSO with RT 3.8.2, so my users won't have to enter their credentials each time they want to open a ticket through the web interface. I see ExternalAuth which I am already using for authentication against our AD, can do this but through a cookie. Since we don't have a company portal or something like that, we do not have a cookie set already. Therefore ideally I'd like to get the credentials from the Windows session. I came across this link (http://blank.org/memory/output/rt-ad-sso.html) that seems to do what I want but I see it's a bit dated. Does anyone know if this is still relevant and if it's possible to integrate this with ExternalAuth? Are there any other approaches? I would be grateful if anyone could spare some tips. Thanks! Jonathan
[rt-users] Filter LDAP User for owner assign
Hello, now we have a lage number of LDAP Users listed in the Owner Dropdown Field. We assigned a ticket only a view staff members, so how can i filter the dropdown Field ? Greetings Ingo ___ Geschäftsführer: Rolf Herzog, Thomas Benk AGES Maut System GmbH & Co. KG AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868 AGES International GmbH & Co. KG AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831 AGES ETS GmbH AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134
