[rt-users] Best Place to Apply Changes to RTIR_Config.pm?

[Michael Steen]

Hello All,

I have a request to get rid of the '[lookup email]' and '[lookup
""]' links, more precisely known as the values for
@Active_MakeClicky.  I found a previous discussion (
http://www.gossamer-threads.com/lists/rt/users/87540 ) of the same topic in
which Ruslan suggests editing RT_SiteConfig.pm to change the values for
@Active_MakeClicky... which was what I originally intended to do.  There is
currently no MakeClicky line in RT_SiteConfig.pm.  When I looked at
RT_Config.pm, I found:

Set(@Active_MakeClicky, qw());

This confused me for a while until I found
/opt/rt3/local/plugins/RT-IR/etc/RTIR_Config.pm shows:

Set(@Active_MakeClicky, qw(httpurl_overwrite ip email domain));

/Configuration.html shows the same value as the RTIR_Config.pm, which is
obviously taking precedence.  I found an article (
http://blog.securitymonks.com/2008/08/07/rtir-adding-incident-response-capabilities-to-rt/)
that says the following lines should be added to RT_SiteConfig.pm when
RTIR is installed:

$RTIR_CONFIG_FILE = "/opt/rt3/local/plugins/RT-IR/etc/RTIR_Config.pm";
require $RTIR_CONFIG_FILE || die ("Couldn't load RTIR config file
'$RTIR_CONFIG_FILE'\n$@");
Set(@Plugins, 'RT::FM', 'RT::IR');


The RT_SiteConfig.pm does not currently have this line, and I was unable to
find documentation describing such a line on the Wiki.  I didn't do the
installation myself, so there may be a reason for this that I am not privy
to.  It looks like the gentleman from the previous thread about MakeClicky
values ended up editing RTIR_Config.pm directly.  This would surely work,
but I'm guessing it is probably not the best practice.  So, two questions...

Will adding Set(@Active_MakeClicky, qw()); to RT_SiteConfig.pm override the
RTIR_Config.pm file?

Should the three $RTIR_Config_File... lines (above) be added to
RT_SiteConfig.pm, as well?

Thank You,

Mike

[rt-users] ExternalAuth and AutoCreateNonExternalUsers

[Brian Dial]

typical "i want people who aren't authenticated via ldap to be autocreated".

seems every problem is solved with 

Set($AutoCreateNonExternalUsers,1);

I just can't get it to go.  I always get the emails back from mailer-daemon 
"Could not load a valid user". I am running rt 3.8.9 with ExternaulAuth 
0.08_01.  externalauth was working fine for me auth'ing to ldap even wtihout 
upgrading to the latest version but i decided to try it anyway to see if it 
would fix.  my config is below.  Am i doing something unobviously wrong?

Set($rtname, 'rt.***.com');
Set($Organization , "***.com");
Set($MaxAttachmentSize , 1000);
Set($WebBaseURL, "http://rt.***.com";);
Set($OwnerEmail , 'bdial@***.com');
Set($AutoCreate,{Privileged=>1});

# DB Config 
Set($DatabaseType, 'mysql');
Set($DatabaseUser , 'rt_user'); 
Set($DatabasePassword , '*'); 
Set($DatabaseName , 'rt3');

#Set(@Plugins,(qw(Extension::QuickDelete RT::FM)));
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority,  [   'My_LDAP'   ] );
Set($ExternalInfoPriority,  [   'My_LDAP'   ] );
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,1);
Set($ExternalSettings,  {
'My_LDAP'   =>  {
'type'  =>  'ldap',
'server' =>  'ldap.***.com',
'user' =>  'cn=**,dc=***,dc=com',
'pass' =>  '***',
'base' =>  'dc=***,dc=com',
'filter' =>  '(uidNumber=*)',
'd_filter' => '(objectClass=butt)',
'tls' =>  0,
'ssl_version' =>  3,
'attr_match_list' => [ 'Name',
   'EmailAddress',
   'RealName',
 ],
'attr_map' =>  {   'Name' => 'uid',
   'EmailAddress' => 'mail',
  'RealName' => 'displayName',
   }
 }
}
);  

1;


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[rt-users] Setup RT with existing postfix on separate server

[Chris Herrmann]

Hi Donny,

I'm not clear if we're using a similar type of setup to what you're referring 
to, but I'll fill in how we do it and hopefully it'll help you...

We have:


- RT box running exim. Exim is setup to smarthost through our front 
facing mail server, and to integrate with RT queue names. It has a local 
dnsname of hostname.faredge.com.au .

- Qmail frontend server which is configured to forward any matching 
mails for the specific aliases to queuename@ourrtserver, and handles external 
mail. It also forwards any messages for exchange users to the exchange server.

- An Exchange server which has contacts setup for each queue in 
question so that a message for "Queue" is correctly forwarded through to 
queuename@ourrtserver. The exchange domain is the local windows domain (as 
opposed to "faredge.com.au")

It's a bit more complicated than it needs to be, but is in place mainly for 
historical reasons and as it works well so far there and hasn't introduced a 
huge overhead there's no great pressure to change it.

So Donny, I'm not sure about the postfix side of what you're trying to do - 
basically make sure you have aliases that relate to each queue that live at 
your RT server for example:

donnysqu...@donnysrtserver.domain.com
 which is delivered to your RT server. Your alias for this email should forward 
it to RT's mail handler (this is a web service, but not sure of the URL 
structure off the top of my head).
  Setup a contact in exchange to forward 
donnysqu...@domain.com to 
donnysqu...@donnysrtserver.domain.com


You can get funkier by automatically setting up new emails based upon queue 
name etc as we have, but it's not necessary to make it work.

Regards,

Chris Herrmann
Far Edge Technology

p. 02 84251400
m. 0403 393309
http://www.faredge.com.au

[rt-users] Command output: UNIVERSAL->import is deprecated and will be removed in a future perl

[Rana Tanveer]

Hi RT Users

I am using RT 3.8.8 and recently i upgraded my OS from FC13 to 14, and my RT
is not receiving mails, i am getting this error in mail log.

Mar 17 20:26:35 myhost postfix/local[32625]: 4E425320F0: to=<
que...@rt.mydomain.com>, relay=local, delay=0.66, delays=0.13/0/0/0.53,
dsn=4.3.0, status=deferred (temporary failure. Command output:
UNIVERSAL->import is deprecated and will be removed in a future perl at
/usr/share/perl5/HTML/Formatter.pm line 110 An Error Occurred
=  500 Can't connect to rt.mydomain.com:80 (connect:
Connection refused) )

could anyone please guide me how to fix this? it is critical my RT is down
at the moment.


*LAHORE LIONS*

Rana Tanveer
+923224247373
http://www.vuaskari.com



On Wed, Jan 5, 2011 at 10:48 PM, Rana Tanveer  wrote:

> Hi Community.
>
> I am using RT 3.8.7, my problem is when we send attachment it returns
> following message to requesters of the tickets along with attachment.
>
> This transaction appears to have no content
>
> and normal communication is fine, this happens only  when any of the
> requester or AdminCC of the queue send attachment, can someone please help
> regarding this issue as i am clueless reading mailing lists.
>
>
> *LAHORE LIONS*
>
> Rana Tanveer
>
>

[rt-users] login script

[sercuto]

Hi all.

I want validate in my rt-3.8.2 system whit that script:

#!/usr/bin/perl

  use Error qw(:try);
  use RT::Client::REST;
  use RT::Client::REST::Queue;
  use RT::Client::REST::Ticket;
  use RT::Client::REST::HTTPClient;
#  use RT::Authen::ExternalAuth;

  my $rt = RT::Client::REST->new(
server => 'http://www.mydomain.org/sol/mason/SelfService/index.html',
timeout => 30,
  );


$user = 'myuser';
$pass = 'mypass';
  try {
$rt->login(username => $user, password => $pass);
  } catch Exception::Class::Base with {
die "problem logging in: ", shift->message;
  };



The script return:

problem logging in: Authorization Required at ./p1.pl line 21.

My RT system use LDAP validation.

In others RT systems with local authentication, I have login successfully.

Best Regards.

Re: [rt-users] repetitive browser authentication

[Kevin Falcone]

On Thu, Mar 17, 2011 at 09:10:08AM -0700, Mark A Bentley wrote:
> 
> I've observed the same thing with my RT 3.8.4 install.  I've not taken the

There have been two sets of changes to the login code since 3.8.4,
including one since 3.8.8, so debugging on 3.8.4 is hard.

Hopefully you've patched your RT for the various security problems
since 3.8.4

-kevin

> time to look into it further, but I have noticed that if I authenticate, and
> then wait for the page to fully load, usually I don't have to re-auth.  The
> issue seems to happen when I'm too impatient for the initial "RT at a glance"
> page to load, and click one of the other links on the page.
> 
> I am using RT::Authen::ExternalAuth, but this issue doesn't seem to
> be specific to external accounts.  I see the same behavior when
> logging in
> as a local RT user, such as "root".
> 
> Not sure if that helps identify what the issue might be.  I'd be willing
> to assist in troubleshooting this if anyone wants to throw some more
> questions or test cases my way...
> 
>--Mark
> 
> 
> On Thu, 17 Mar 2011, Obando, David DE - EV wrote:
> >Hi,
> >
> >I don't use different hostname. I just tested with clicking the RT links in 
> >two "new-ticket-notification"-mails:
> >1. clicking the first ticketlink and authenticating
> >2. clicking the second ticketlink and I have to authenticate again
> >
> >Regard,
> >David
> >
> >-Ursprüngliche Nachricht-
> >Von: rt-users-boun...@lists.bestpractical.com 
> >[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin 
> >Falcone
> >Gesendet: Donnerstag, 17. März 2011 15:30
> >An: rt-users@lists.bestpractical.com
> >Betreff: Re: [rt-users] repetitive browser authentication
> >
> >On Thu, Mar 17, 2011 at 01:51:55PM +0100, Obando, David DE - EV wrote:
> >>   Dear all,
> >>
> >>   I installed a new system with RT 3.8.8. I'm wondering why I have to 
> >> authenticate again after
> >>   successful authentication.
> >>
> >>   Example: I login to rt RT webinterface and in a second step I click an 
> >> RT link in an e-mail to
> >>   a new ticket. A new browser tab opens and I have to authenticate again.
> >>
> >>   Tested in FF and IE.
> >>   Any ideas how I can change setting so authentication is only needed once 
> >> per session?
> >
> >This usually happens when you have different hostnames that alias to RT so 
> >the cookies aren't compatible.
> >
> >-kevin
> >
> 
> -- 
> Mark A Bentley
> CTO Lab Systems Support
> AT&T Mobility, Redmond, WA
> Email:  mark.bent...@att.com
> 425-702-3072 (desk) / 425-702-2826 (fax)



pgpy89AQXQVl1.pgp
Description: PGP signature

Re: [rt-users] repetitive browser authentication

[Mark A Bentley]

I've observed the same thing with my RT 3.8.4 install.  I've not taken the
time to look into it further, but I have noticed that if I authenticate, and
then wait for the page to fully load, usually I don't have to re-auth.  The
issue seems to happen when I'm too impatient for the initial "RT at a glance"
page to load, and click one of the other links on the page.

I am using RT::Authen::ExternalAuth, but this issue doesn't seem to be 
specific to external accounts.  I see the same behavior when logging in

as a local RT user, such as "root".

Not sure if that helps identify what the issue might be.  I'd be willing
to assist in troubleshooting this if anyone wants to throw some more
questions or test cases my way...

   --Mark


On Thu, 17 Mar 2011, Obando, David DE - EV wrote:

Hi,

I don't use different hostname. I just tested with clicking the RT links in two 
"new-ticket-notification"-mails:
1. clicking the first ticketlink and authenticating
2. clicking the second ticketlink and I have to authenticate again

Regard,
David

-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 17. März 2011 15:30
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] repetitive browser authentication

On Thu, Mar 17, 2011 at 01:51:55PM +0100, Obando, David DE - EV wrote:

   Dear all,

   I installed a new system with RT 3.8.8. I'm wondering why I have to 
authenticate again after
   successful authentication.

   Example: I login to rt RT webinterface and in a second step I click an RT 
link in an e-mail to
   a new ticket. A new browser tab opens and I have to authenticate again.

   Tested in FF and IE.
   Any ideas how I can change setting so authentication is only needed once per 
session?


This usually happens when you have different hostnames that alias to RT so the 
cookies aren't compatible.

-kevin



--
Mark A Bentley
CTO Lab Systems Support
AT&T Mobility, Redmond, WA
Email:  mark.bent...@att.com
425-702-3072 (desk) / 425-702-2826 (fax)

Re: [rt-users] repetitive browser authentication

[Kevin Falcone]

On Thu, Mar 17, 2011 at 03:52:11PM +0100, Obando, David DE - EV wrote:
> I don't use different hostname. I just tested with clicking the RT links in 
> two "new-ticket-notification"-mails:
> 1. clicking the first ticketlink and authenticating
> 2. clicking the second ticketlink and I have to authenticate again

Then you're going to have to tell us more about what configuration
changes or customizations you've made to RT, since this isn't normal
observed behavior.  Your debugging logs from RT would also be helpful,
along with cookie information.

-kevin

> -Ursprüngliche Nachricht-
> Von: rt-users-boun...@lists.bestpractical.com 
> [mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone
> Gesendet: Donnerstag, 17. März 2011 15:30
> An: rt-users@lists.bestpractical.com
> Betreff: Re: [rt-users] repetitive browser authentication
> 
> On Thu, Mar 17, 2011 at 01:51:55PM +0100, Obando, David DE - EV wrote:
> >Dear all,
> > 
> >I installed a new system with RT 3.8.8. I'm wondering why I have to 
> > authenticate again after
> >successful authentication.
> > 
> >Example: I login to rt RT webinterface and in a second step I click an 
> > RT link in an e-mail to
> >a new ticket. A new browser tab opens and I have to authenticate again.
> > 
> >Tested in FF and IE.
> >Any ideas how I can change setting so authentication is only needed once 
> > per session?
> 
> This usually happens when you have different hostnames that alias to RT so 
> the cookies aren't compatible.


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Description: PGP signature

Re: [rt-users] Setup RT with existing postfix on separate server

[Darin Perusich]

All you need to do on your external postfix server is add the email
address/alias you've created to the postfix transport(5) file and they
will be relayed to the RT server.

If you're using h...@domain.com and help-comm...@domain.com the entries
to /etc/postfix/transport would be:

h...@domain.com smtp:rt.domain.com
help-comm...@domain.com smtp:rt.domain.com

Make sure you run postmap on the transport file to rebuild the map.

--
Darin Perusich
Email: darin.perus...@ctg.com
Office: 716-888-3690


> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Donny Brooks
> Sent: Thursday, March 17, 2011 9:34 AM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Setup RT with existing postfix on separate server
> 
> Are there any others running an external postfix mail server and RT? I
> have been through all of the wiki/google hits and only see examples of
> how to setup RT in an exchange domain or with postfix/sendmail on the
> RT
> box. I have an existing domain with postfix/dovecot running on its own
> machine. RT is a totally separate machine (actually a Xen VM). I am at
> a
> loss as to even how to begin to get mail delivered to the RT machine
> and
> tickets created from that. I have the following setup on the RT box:
> 
> rt: "|/usr/sbin/rt-mailgate --queue 'general' --action correspond --
> urlhttp://localhost/";
> rt-comment: "|/usr/sbin/rt-mailgate --queue 'general' --action comment
> --urlhttp://localhost/";
> 
> However mail cannot be sent to r...@rt.domain.tld or
> rt-comm...@rt.domain.tld due to failing DNS resolution that we do not
> have control over. I have setup rt.domain.tld in our internal DNS
> though. How have others accomplished this? I have thought about
> fetchmail on the RT box but not sure if there was a better solution
> than
> that. Thanks for any and all input.
> 
> Donny B.
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Re: [rt-users] repetitive browser authentication

[Obando, David DE - EV]

Hi,

I don't use different hostname. I just tested with clicking the RT links in two 
"new-ticket-notification"-mails:
1. clicking the first ticketlink and authenticating
2. clicking the second ticketlink and I have to authenticate again

Regard,
David

-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 17. März 2011 15:30
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] repetitive browser authentication

On Thu, Mar 17, 2011 at 01:51:55PM +0100, Obando, David DE - EV wrote:
>Dear all,
> 
>I installed a new system with RT 3.8.8. I'm wondering why I have to 
> authenticate again after
>successful authentication.
> 
>Example: I login to rt RT webinterface and in a second step I click an RT 
> link in an e-mail to
>a new ticket. A new browser tab opens and I have to authenticate again.
> 
>Tested in FF and IE.
>Any ideas how I can change setting so authentication is only needed once 
> per session?

This usually happens when you have different hostnames that alias to RT so the 
cookies aren't compatible.

-kevin

Re: [rt-users] Setup RT with existing postfix on separate server

[Kevin Falcone]

On Thu, Mar 17, 2011 at 08:33:37AM -0500, Donny Brooks wrote:
> machine (actually a Xen VM). I am at a loss as to even how to begin
> to get mail delivered to the RT machine and tickets created from
> that. I have the following setup on the RT box:
> 
> rt: "|/usr/sbin/rt-mailgate --queue 'general' --action correspond 
> --urlhttp://localhost/";
> rt-comment: "|/usr/sbin/rt-mailgate --queue 'general' --action comment 
> --urlhttp://localhost/";
> 
> However mail cannot be sent to r...@rt.domain.tld or
> rt-comm...@rt.domain.tld due to failing DNS resolution that we do

How about rt@[ip.address.here]

> not have control over. I have setup rt.domain.tld in our internal
> DNS though. How have others accomplished this? I have thought about
> fetchmail on the RT box but not sure if there was a better solution
> than that. Thanks for any and all input.

You can either get your central postfix server to relay to you, use
fetchmail or run rt-mailgate on the central postfix server.

-kevin


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Description: PGP signature

Re: [rt-users] repetitive browser authentication

[Kevin Falcone]

On Thu, Mar 17, 2011 at 01:51:55PM +0100, Obando, David DE - EV wrote:
>Dear all,
> 
>I installed a new system with RT 3.8.8. I'm wondering why I have to 
> authenticate again after
>successful authentication.
> 
>Example: I login to rt RT webinterface and in a second step I click an RT 
> link in an e-mail to
>a new ticket. A new browser tab opens and I have to authenticate again.
> 
>Tested in FF and IE.
>Any ideas how I can change setting so authentication is only needed once 
> per session?

This usually happens when you have different hostnames that alias to
RT so the cookies aren't compatible.

-kevin


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Description: PGP signature

Re: [rt-users] Slow Excel Export Download

[Kevin Falcone]

On Thu, Mar 17, 2011 at 09:55:27AM +0200, ronald higgins wrote:
> I'm experiencing the most bizarre issue and hoping someone can shed
> light on the process that happens on the backend when someone exports
> to excel.
> Exporting and saving to disk the throughput from the RT server the
> download comes down in bits per second, download attachments or any
> other files off the server via HTTP and it's Mb/S ... Anyone seen this
> odd behaviour before? RT 3.8.7 on Centos/MySQL.

You're going to need to instrument to find out what is happening
(either at the database level or the MasonX::Profiler level).  3.8.7
contained a number of rewrites to make that code streamy rather than
generating the entire file before letting it be downloaded.  Although,
with 3.8.7 you almost certainly have the bug where the column headers
won't sort properly, so you may want to think about upgrading to fix
that.

-kevin


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Description: PGP signature

[rt-users] Setup RT with existing postfix on separate server

[Donny Brooks]

Are there any others running an external postfix mail server and RT? I 
have been through all of the wiki/google hits and only see examples of 
how to setup RT in an exchange domain or with postfix/sendmail on the RT 
box. I have an existing domain with postfix/dovecot running on its own 
machine. RT is a totally separate machine (actually a Xen VM). I am at a 
loss as to even how to begin to get mail delivered to the RT machine and 
tickets created from that. I have the following setup on the RT box:


rt: "|/usr/sbin/rt-mailgate --queue 'general' --action correspond 
--urlhttp://localhost/";
rt-comment: "|/usr/sbin/rt-mailgate --queue 'general' --action comment 
--urlhttp://localhost/";

However mail cannot be sent to r...@rt.domain.tld or 
rt-comm...@rt.domain.tld due to failing DNS resolution that we do not 
have control over. I have setup rt.domain.tld in our internal DNS 
though. How have others accomplished this? I have thought about 
fetchmail on the RT box but not sure if there was a better solution than 
that. Thanks for any and all input.


Donny B.

[rt-users] repetitive browser authentication

[Obando, David DE - EV]

Dear all,

I installed a new system with RT 3.8.8. I'm wondering why I have to 
authenticate again after successful authentication. 
Example: I login to rt RT webinterface and in a second step I click an RT link 
in an e-mail to a new ticket. A new browser tab opens and I have to 
authenticate again.
Tested in FF and IE.
Any ideas how I can change setting so authentication is only needed once per 
session?

Thanks and regards,
David



David Obando
IT Projektmanager
digital & security

Egmont Ehapa Verlag GmbH
Wallstraße 59
10179 Berlin
Germany
Phone: +49 30 240080
Direct: +49 30 24008361
Mobil: +49 172 1548386
Fax:  +49 30 24008101
d.oba...@ehapa.de
www.ehapa.de  

Geschäftsführer: Ulrich Buser, Rob McMenemy | Handelsregister: HRB 81977 AG 
Berlin-Charlottenburg | Sitz der Gesellschaft: Berlin

EGMONT

Re: [rt-users] Mandatory Time Worked Field on Ticket Updates

[Michael Coakley]

Christian,

While I hope that Ruslan's solution works for you - and it may be one that I 
implement myself. I've approached this problem differently in the past. 
Generally, I've viewed this issue as a management issue. As such I've developed 
external reports from RT that tell me how much time individuals have worked on 
specific queues. The SQL query I use to build these reports gives me a detailed 
report that I then use Excel PivotTables to provide the summaries I need.

Here is the SQL:

SELECT t.id, t.Subject, tr.TimeTaken, tr.Created, u.Realname
FROM (Tickets AS t INNER JOIN Transactions AS tr ON t.id = tr.ObjectId) INNER 
JOIN
  Users AS u ON tr.Creator = u.id
WHERE t.EffectiveId = t.id AND
  t.Status = 'resolved' AND
  t.Resolved >= '2010-03-01%' AND
  (t.Status NOT LIKE '%Event%' OR t.Status NOT LIKE 'Log File%') AND
  tr.ObjectType = 'RT::Ticket' AND
  (tr.Type = 'Comment' OR tr.Type = 'Correspond') AND
  tr.TimeTaken > 0
ORDER BY u.RealName, t.id, tr.Created;

While some of this SQL is specific to my situation (i.e. the entire "  
(t.Status NOT LIKE '%Event%' OR t.Status NOT LIKE 'Log File%') AND" line can be 
removed), the command provides all the information you will need to provide 
very detailed reports on Time Worked across Tickets. (NOTE in the SQL I also 
ONLY look for transactions with Time (i.e. tr.TimeTaken > 0) you can easily 
remove that line or change it to tr.TimeTaken = 0 to include Transactions in 
which there is no time entered.

Anyway... I use this report to keep my technicians in line by showing them the 
difference of how much work time they logged compared to actual time worked. 
Also, this type of analytical data is very useful during reviews, such as if a 
person is only accounting for 50-60% of their time, then they aren't following 
company policy very well.

I'm sure you get the idea... and if you are looking for simple enforcement 
Ruslan's method looks pretty clean - as always!

Thanks,

Mike

On Mar 15, 2011, at 8:46 AM, Pena, Christian wrote:

> This is something that has probably been asked on the lists many time so bear 
> with me.
>  
> I want to make the “Worked” field mandatory on every ticket update. I read 
> references on the need to do Call Backs but not sure what Syntax to use to 
> achieve this. Can anyone point me in the right direction?
>  
> Thanks!
>  
> Christian Pena
> Network Engineer Supervisor
> EarthLink Business 
>   
> E: christian.p...@corp.earthlink.com
> O: 786-363-0460 | F: 786-363-0206
> STS Telecom is now EarthLink Business
>  

Re: [rt-users] Mandatory Time Worked Field on Ticket Updates

[Ruslan Zakirov]

Not tested, but very close. Should work with 3.8.9 and may be a few
versions older.

file: local/html/Callbacks/MandatoryFields/Ticket/Update.html/BeforeUpdate
content:

<%ARGS>
$TicketObj
$ARGSRef => {}
$skip_update => undef
$results => []

<%INIT>
my $value = $ARGSRef->{'UpdateTimeWorked'};
return if defined $value && length $value;

$$skip_update = 1;
push @$results, loc("You have to define time worked");



On Tue, Mar 15, 2011 at 3:46 PM, Pena, Christian
 wrote:
> This is something that has probably been asked on the lists many time so
> bear with me.
>
>
>
> I want to make the “Worked” field mandatory on every ticket update. I read
> references on the need to do Call Backs but not sure what Syntax to use to
> achieve this. Can anyone point me in the right direction?
>
>
>
> Thanks!
>
>
>
> Christian Pena
> Network Engineer Supervisor
> EarthLink Business
>
> E: christian.p...@corp.earthlink.com
> O: 786-363-0460 | F: 786-363-0206
> STS Telecom is now EarthLink Business
>
>



-- 
Best regards, Ruslan.

[rt-users] Slow Excel Export Download

[ronald higgins]

Greets Gents,

I'm experiencing the most bizarre issue and hoping someone can shed
light on the process that happens on the backend when someone exports
to excel.
Exporting and saving to disk the throughput from the RT server the
download comes down in bits per second, download attachments or any
other files off the server via HTTP and it's Mb/S ... Anyone seen this
odd behaviour before? RT 3.8.7 on Centos/MySQL.

Regards

Ronald