Re: [rt-users] How do I submit a ticket in behalf of a user?

[Rocel M. Lacida]

Thanks Thomas,

Wow, It's just that simple how stupid I am..



On 4/1/2011 10:25 AM, Thomas Sibley wrote:

On 31 Mar 2011 22:08, Rocel M. Lacida wrote:

Hello All,
Good Day!

It's my first to post a mail to the mailing list so  bear with me. First
I am previous user of other ticketing system (Accord Trellis) and I have
many problems about it and upon searching on the net about  what is best
ticketing system out there I found RT and it really meet my
requirements. Been using RT for only a couple of weeks and honestly it
was awesome. Though I stumble some difficulties at first it was solve
upon searching on the web where lots of solutions are provided. Now the
only hindrance right now is this,Sorry  to ask this question though I
think there is an easy to answer for this I just don't know where to
find it. In my prevoius ticketing system there is a functionality that
someone can post a ticket in behalf of that user.Where I can find it on
RT? Is there any equivalent functionality that I could duplicate? Hope
you could help me about this. Sorry for the long introduction.

Glad to hear you're enjoying RT.  To create a ticket on behalf of a
user, just put their email address in the Requestor field when creating
a ticket via the web.

Cheers,
Thomas


Regards,
Rocel

Re: [rt-users] How do I submit a ticket in behalf of a user?

[Thomas Sibley]

On 31 Mar 2011 22:08, Rocel M. Lacida wrote:
> Hello All,
> Good Day!
> 
> It's my first to post a mail to the mailing list so  bear with me. First
> I am previous user of other ticketing system (Accord Trellis) and I have
> many problems about it and upon searching on the net about  what is best
> ticketing system out there I found RT and it really meet my
> requirements. Been using RT for only a couple of weeks and honestly it
> was awesome. Though I stumble some difficulties at first it was solve
> upon searching on the web where lots of solutions are provided. Now the
> only hindrance right now is this,Sorry  to ask this question though I
> think there is an easy to answer for this I just don't know where to
> find it. In my prevoius ticketing system there is a functionality that
> someone can post a ticket in behalf of that user.Where I can find it on
> RT? Is there any equivalent functionality that I could duplicate? Hope
> you could help me about this. Sorry for the long introduction.

Glad to hear you're enjoying RT.  To create a ticket on behalf of a
user, just put their email address in the Requestor field when creating
a ticket via the web.

Cheers,
Thomas

> 
> Regards,
> Rocel

[rt-users] How do I submit a ticket in behalf of a user?

[Rocel M. Lacida]

Hello All,
Good Day!

It's my first to post a mail to the mailing list so  bear with me. First 
I am previous user of other ticketing system (Accord Trellis) and I have 
many problems about it and upon searching on the net about  what is best 
ticketing system out there I found RT and it really meet my 
requirements. Been using RT for only a couple of weeks and honestly it 
was awesome. Though I stumble some difficulties at first it was solve 
upon searching on the web where lots of solutions are provided. Now the 
only hindrance right now is this,Sorry  to ask this question though I 
think there is an easy to answer for this I just don't know where to 
find it. In my prevoius ticketing system there is a functionality that 
someone can post a ticket in behalf of that user.Where I can find it on 
RT? Is there any equivalent functionality that I could duplicate? Hope 
you could help me about this. Sorry for the long introduction.



Regards,
Rocel

[rt-users] recurring requests

[Roedel, Mark]

Obviously it's pretty simple to write a script against the REST API and launch 
it from a cron job, but has anybody done anything that's more end-user facing 
to allow for the setup of recurring tickets for periodic maintenance and the 
like?

Re: [rt-users] Exchange Email Set-up

[Carl Palmer]

I wanted to thank you for your input and share the solution that I
finally came to.  

 

After adding the ip address of the RT server to the SMTP relay on our
Small Business Server I started to get an error 

 

The message contains a content type that is not supported
  

 

It turned out to be a problem with exchange listening for 8bitmime.
After I edited this setting on the SBS using adsiedit.msc and navigating
to 

Configuration > CN=config > CN=services > CN=Microsoft Exchange >
CN=Domain > CN=AdminGroups > CN=firstadmingroup > CN=Servers >
CN=computername > CN=Protocols > CN=SMTP > CN=1

And then changing the value of MSExchInboundCommand to reduce the
default number of 7697601 by 4194304.  Here is an link that talks about
this field: http://support.microsoft.com/?kbid=257569.  It now works

 

 


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Re: [rt-users] Template not seeing value just set in Scrip

[Kenneth Crocker]

Drew,

Did you *turn on* TransactionBatch (*Set($UseTransactionBatch, '1');* ) in
your RT_SiteConfig.pm file?

Kenn
LBNL

On Wed, Mar 30, 2011 at 5:26 PM, Drew Hahn wrote:

> Kenn,
>
>
> Thanks for the suggestion, but that didn’t seem to do it.  I set both the
> Scrip that sets the CF field and the one that fires the Template to
> TransactionBatch.  But same thing – the second Scrip doesn’t see the change.
>
>
>
> --drew
>
>
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* Wednesday, March 30, 2011 7:51 PM
> *To:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Template not seeing value just set in Scrip
>
>
>
> Drew,
>
> Absolutely. We had the same problem awhile back. We changed the "Stage" to
> TransactionBatch for any scrip that update a field (CF or otherwise) and for
> scrips that notify using templates that show those fields. Works great.
>
> Kenn
> LBNL
>
>
>

Re: [rt-users] Time Worked Report

[Kenneth Crocker]

Walid,

In step 4, you don't mention editing the "Tabs" file with the changes
specified in the instructions.

In steps 5 & 6, those files should have been moved to
usr/share/rt3/local/html/Tools/*Reports*.

1) The "Tabs" and "index.html" files must be modified & kept* in-sync* in
order to see the option in the "Tabs" heading. That certainly explains why
they both have the same paths for the same reports. You should compare the
code between those two and make sure they look exactly like they should,
according to the instructions.

2) The "TimeWorkedReport.html" file has to be where the "Tabs" and
"index.html" files are pointing to within the "path" shown.

Moving these files around to other directories will just frustrate you more
and distract you away from de-bugging the real problem.

If this doesn't work, send me a list of the modified code for "Tabs" and
"index.html".

Kenn
LBNL

On Thu, Mar 31, 2011 at 1:18 AM, Walid Haider wrote:

>  Hi Kenn,
>
>
>
> Thanks for the tip regarding RT $home, I will definitely consider it.
>
>
>
> I must be missing something, as I cannot see the Time Worked Report option
> on the menu.
>
>
>
> This is what I did:
>
>
>
> 1.   Created a *local* directory within /usr/share/rt3, and then
> created the /usr/share/rt3/local/*html* and /usr/share/rt3/local/html/*
> Elements* directories.
>
>
>
> 2.   Created the new file *SelectMultiQueue* (with the relevant
> content) within /usr/share/rt3/local/html/Elements
>
>
>
> 3.   Created …/rt3/local/*Tools*, …/rt3/local/Tools/*Reports*,* *and*
> *…/rt3/local/Tools/Reports/*Elements *directories
>
>
>
> 4.   Copied the *Tabs* file from
> /usr/share/rt3/html/Tools/Reports/Elements/Tabs to
> …/rt3/local/Tools/Reports/Elements
>
>
>
> 5.   Copied the index.html file from
> /usr/share/rt3/html/Tools/Reports/index.html to …/rt3/local/Tools/ and
> edited the file accordingly
>
>
>
> 6.   Created the *TimeWorkedReport.html*  (with the relevant content)
> file in …/rt3/local/Tools/
>
>
>
> 7.   I restarted httpd and logged into RT, but could not see  the
> Timed Worked Report option on the menu
>
>
>
> I then tried moving the index.html and TimeWorkedReport.html files from
> /usr/share/rt3/local/html/Tools/Reports into
> /usr/share/rt3/local/html/Tools/. But after restarting httpd, I still could
> not see the Time Worked Report.
>
>
>
> Finally, I tried creating the *local* directory in /usr and the 
> *rt3*directory within it (/usr/local/rt3). I then moved the entire
> *html *directory, created in 1. (above), to /usr/local/rt3. But again,
> after restarting httpd I could not see the Time Worked Report.
>
>
>
> Thanks in advance,
>
> Walid
>
>
>
>
>
>
>
>
>
>
>
>
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* terça-feira, 29 de Março de 2011 16:42
>
> *To:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Opps, that was supposed to be /local/html/Tools/Report. Sorry.
>
> Kenn
>
> On Tue, Mar 29, 2011 at 8:39 AM, Kenneth Crocker 
> wrote:
>
> Walid,
>
> Also, we used to have a different $home than /opt/rt3/ (in Solaris) and it
> caused *endless* problems when trying to implement extensions. We decided
> to just go to opt/rt3 and put it in VM and we've been sailing smoothly ever
> since. Just a thought for you to consider.
>
> Kenn
> LBNL
>
>
>
> On Tue, Mar 29, 2011 at 8:37 AM, Kenneth Crocker 
> wrote:
>
> Walid,
>
> Well, *Wherever* you have the .../Tools/Report/... you will need a
> .../local/Tools/Report/ version to put "TimeWorkedReport".
>
> Kenn
> LBNL
>
>
>
> On Tue, Mar 29, 2011 at 7:00 AM, Walid Haider 
> wrote:
>
> Hi Johan,
>
>
>
> No, I do not. Should I go ahead and create it  and then follow Kenn’s
> instructions?
>
>
>
>
>
> Regards,
>
> Walid
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Johan Sjöberg
> *Sent:* terça-feira, 29 de Março de 2011 14:56
>
>
> *To:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Do you have a /usr/local/rt3?
>
>
>
> /Johan
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Walid Haider
> *Sent:* den 29 mars 2011 15:20
> *To:* Kenneth Crocker; rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Time Worked Report
>
>
>
> Kenn,
>
>
>
> Again, thanks for the reply. As I ran a packaged install of RT 3.8.4, my
> $home is /usr/share/rt3. My folder structure is different compared to what
> you mention below, as I do not have a share directory within my RT $home.
>
>
>
> Please advise if I should create the *local*  directory  within
> /usr/share/rt3.
>
>
>
> Thanks,
>
> Walid
>
>
>
> *From:* rt-users-boun...@lists.bestpractical.com [mailto:
> rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Kenneth Crocker
> *Sent:* segunda-feira, 2

Re: [rt-users] Query tickets by user custom field

[Ruslan Zakirov]

On Thu, Mar 31, 2011 at 4:54 PM, Daniel De Marco  wrote:
> * Kevin Falcone  [03/30/2011 10:58]:
>> Unfortunately, TicketSQL doesn't support searching on User CFs.
>> You can group by it in a chart, but you can't search by it without
>> extending the TicketSQL syntax.
>
> Grouping by it in a chart would be exactly what I need. However I don't
> see the user cf in the drop down menu in the chart page. Is it supposed
> to be there in 3.8.9?

I don't think it's. Even 4.0 probably lacks such groupping.

>
> Thanks, Daniel.
>



-- 
Best regards, Ruslan.

Re: [rt-users] Ticket Status History

[Ruslan Zakirov]

Something like this:

SELECT t1.OldValue status,  AVG(TIMESTAMPDIFF(SECOND, t2.Created, t1.Created))

  FROM Transactions AS t1
CROSS JOIN Transactions AS t2
LEFT JOIN Transactions AS t3
ON t3.id < t1.id AND t3.id > t2.id
AND t3.ObjectType = t1.ObjectType AND t3.ObjectId = t1.ObjectType
AND (t3.Type = 'Status' OR (t3.Type = 'Set' AND t3.Field = 'Status'))

  WHERE
t1.ObjectType = 'RT::Ticket'
AND (t1.Type = 'Status' OR (t1.Type = 'Set' AND t1.Field = 'Status'))

AND t2.ObjectType = t1.ObjectType AND t2.ObjectId = t1.ObjectId
AND (t2.Type = 'Status' OR (t2.Type = 'Set' AND t2.Field =
'Status') OR t2.Type = 'Create')
AND t2.id < t1.id

AND t3.id IS NULL

  GROUP BY t1.OldValue
;


On Thu, Mar 31, 2011 at 6:19 PM, Eric Stoycon  wrote:
> Hello everyone.
> I need to create a report which shows the average length of time a ticket is 
> in each status. I tried adapting the 'include ticket history' template in a 
> perl script but I cannot seem to get it to include status changes. I've dug 
> through the wiki some and the list archive but haven't come across anything 
> which helps.
> Any ideas on how I can pull this info?
>
> Thanks
> Eric
>
>



-- 
Best regards, Ruslan.

Re: [rt-users] Ticket Status History

[Gerard FENELON]

Hi

we do something similar here. The idea is :
define Tickets attributes (you could use CFs)
one for each Status called TimeSpentInOpen/TimeSpentInNew/...
plus one called TimeSinceLastStatusChange
Then each time the status changes,
add to the timer associated with the old value the time since 
TimeSinceLastStatusChange

then update TimeSinceLastStatusChange to the current time.

To display the values, I added a box between Dates and Links called Metrics.
I also modified the columnMap to be able to display the values in search 
results.


It is still a recent change but it seems to work.
It will not work with old tickets though.

Gerard


On 2011-03-31 16:19, Eric Stoycon wrote:

Hello everyone.
I need to create a report which shows the average length of time a ticket is in 
each status. I tried adapting the 'include ticket history' template in a perl 
script but I cannot seem to get it to include status changes. I've dug through 
the wiki some and the list archive but haven't come across anything which helps.
Any ideas on how I can pull this info?

Thanks
Eric

Re: [rt-users] RTFM : is there a CLI ?

[Gerard FENELON]

OK
Thanks
Gerard

On 2011-03-31 16:34, Kevin Falcone wrote:

On Thu, Mar 31, 2011 at 03:56:44PM +0200, Gerard FENELON wrote:

Does anyone know if it is possible to add RTFM articles using a CLI
or a API ?

There is no CLI, the API is defined and documented in the .pm files
that make up RT::FM

-kevin

Re: [rt-users] RTFM : is there a CLI ?

[Kevin Falcone]

On Thu, Mar 31, 2011 at 03:56:44PM +0200, Gerard FENELON wrote:
> Does anyone know if it is possible to add RTFM articles using a CLI
> or a API ?

There is no CLI, the API is defined and documented in the .pm files
that make up RT::FM

-kevin


pgpaYDX38ERjU.pgp
Description: PGP signature

Re: [rt-users] FCKEditor , browser, and colors

[Raphaël MOUNEYRES]

thank you thomas for this quick effective answer.
Still i'm going to try and find why FCK generates different htlm code with 
different browsers, there should be something in its config, at least i 
hope so.

Raphael

Subject: Re: [rt-users] FCKEditor , browser, and colors
Message-ID: <4d948b00.9050...@bestpractical.com>
Content-Type: text/plain; charset=UTF-8

On 31 Mar 2011 09:59, Rapha?l MOUNEYRES wrote:
> The Firefox code is displayed in color on RT web interface, but the code
> from IE is displayed all in black colour.
> Now, when i forward the ticket to my LotusNotes messaging, BOTH codes
> are displayed in colours.
> So i beleive there is something to modify on the RT Side.
> 
> May i upgrade the FCKEditor to a newer version ? if yes, does a RT patch
> exist ?
> or is it more related to RT itself ?

This is a result of RT's HTML scrubbing for security purposes.  In 3.8,
the CSS is unnecessarily restrictive to allowing only colors using rgb()
rather than #hex.  It's fixed in 4.0.  If you really wanted you could
backport the changes to ScrubHTML from 4.0, but that code has moved
around so you'd have to adjust it appropriately (and know what you were
doing).

Thomas



Raphaël MOUNEYRES
Ingénieur Moyens Tests
Avenue Paul Gellos 64990 Mouguerre
Phone: +33 (0)5 59 58 41 51
Email: raphael.mouney...@sagemcom.com

#
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notified that any dissemination, copying of this e-mail and any attachments
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<><>

[rt-users] Ticket Status History

[Eric Stoycon]

Hello everyone. 
I need to create a report which shows the average length of time a ticket is in 
each status. I tried adapting the 'include ticket history' template in a perl 
script but I cannot seem to get it to include status changes. I've dug through 
the wiki some and the list archive but haven't come across anything which helps.
Any ideas on how I can pull this info?

Thanks
Eric

Re: [rt-users] FCKEditor , browser, and colors

[Thomas Sibley]

On 31 Mar 2011 09:59, Raphaël MOUNEYRES wrote:
> The Firefox code is displayed in color on RT web interface, but the code
> from IE is displayed all in black colour.
> Now, when i forward the ticket to my LotusNotes messaging, BOTH codes
> are displayed in colours.
> So i beleive there is something to modify on the RT Side.
> 
> May i upgrade the FCKEditor to a newer version ? if yes, does a RT patch
> exist ?
> or is it more related to RT itself ?

This is a result of RT's HTML scrubbing for security purposes.  In 3.8,
the CSS is unnecessarily restrictive to allowing only colors using rgb()
rather than #hex.  It's fixed in 4.0.  If you really wanted you could
backport the changes to ScrubHTML from 4.0, but that code has moved
around so you'd have to adjust it appropriately (and know what you were
doing).

Thomas

[rt-users] FCKEditor , browser, and colors

[Raphaël MOUNEYRES]

Hello,

The quick descritpion symptom i have is sometimes RT is not displaying the 
colors edited in the FCKEditor.
RT version 3.8.8, and FCKEditor version 2.6.4

My analysis is :

When i edit my text with IE8, FCK Editor generates the following code :
ROUGE
ROUGE GRAS
VERT
VERT ITALIQUE

When i edit my text with Firefox4, FCK Editor generates the following code 
:
ROUGE
ROUGE GRAS
VERT
VERT ITALIQUE

the difference is on the color coding hexa/vs/rgb

The Firefox code is displayed in color on RT web interface, but the code 
from IE is displayed all in black colour.
Now, when i forward the ticket to my LotusNotes messaging, BOTH codes are 
displayed in colours.
So i beleive there is something to modify on the RT Side.

May i upgrade the FCKEditor to a newer version ? if yes, does a RT patch 
exist ?
or is it more related to RT itself ?

Raphaël
#
" Ce courriel et les documents qui lui sont joints peuvent contenir des
informations confidentielles ou ayant un caractère privé. S'ils ne vous sont
pas destinés, nous vous signalons qu'il est strictement interdit de les
divulguer, de les reproduire ou d'en utiliser de quelque manière que ce
soit le contenu. Si ce message vous a été transmis par erreur, merci d'en
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informatique ce courriel ainsi que tous les documents qui y sont attachés."


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" This e-mail and any attached documents may contain confidential or
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notified that any dissemination, copying of this e-mail and any attachments
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sender immediately and delete this e-mail and all attached documents
from your computer system."
#

[rt-users] RTFM : is there a CLI ?

[Gerard FENELON]

Hello

Does anyone know if it is possible to add RTFM articles using a CLI or a 
API ?


Thanks
Gerard

Re: [rt-users] Change Email Subject Line ??

[Raed El-Hames]

Adrian:

You can modify the templates associated with the emails you want to send (ie 
Correspondence template, Admin Comment templates etc) to include the Priority 
Eg:
Subject: [Comment] [{$Ticket->QueueObj->Name}] [$Ticket->Subject] Priority 
[{$Ticket->Priority}]

I would suggest you put the Priority before the subject


Roy


> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Adrian Stel
> Sent: 31 March 2011 14:13
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] Change Email Subject Line ??
> 
> Hi All,
> 
> 
> 
> 
> I would like to add issues priority to Email Subject, for example:
> 
> orginal subject is:
> 
> 
> [support #98] [Comment] Testing - Ignore me...
> 
> new subject:
> 
> [support #98] [Comment] Testing - Ignore me... Priority 5
> 
> 
> 
> 
> 
> --
> Best Regards
> Adrian Stelmaszyk

[rt-users] Change Email Subject Line ??

[Adrian Stel]

Hi All,




I would like to add issues priority to Email Subject, for example:

orginal subject is:


[support #98] [Comment] Testing - Ignore me...

new subject:

[support #98] [Comment] Testing - Ignore me... Priority 5





-- 
Best Regards
Adrian Stelmaszyk

Re: [rt-users] Query tickets by user custom field

[Daniel De Marco]

* Kevin Falcone  [03/30/2011 10:58]:
> Unfortunately, TicketSQL doesn't support searching on User CFs.
> You can group by it in a chart, but you can't search by it without
> extending the TicketSQL syntax.

Grouping by it in a chart would be exactly what I need. However I don't
see the user cf in the drop down menu in the chart page. Is it supposed
to be there in 3.8.9?

Thanks, Daniel.

Re: [rt-users] Wrong date displayed

[Francesco Tordini]

> RT will always log GMT in the logs and in the database.
But wiht RT logs written in GMT, and Apache logs in local time, we have
inconsistent log entries (in /var/log/httpd/error_log) like these:


[Wed Mar 30 15:21:21 2011] [notice] Apache/2.2.3 (Red Hat) configured --
resuming normal operations
[Wed Mar 30 13:21:29 2011] [info]:
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( LDAP ):
francesco.tord...@unimib.it
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Wed Mar 30 15:28:25 2011] [notice] caught SIGTERM, shutting down

> Ensure that Europe/Rome is a timezone format that your operating
> system understands, otherwise RT can't convert for display in the web
> UI.
>
> -kevin

This is my /etc/sysconfig/clock (configured with redhat timeconfig script):

# The timezone of the system is defined by the contents of /etc/localtime.
ZONE="Europe/Rome"
UTC=true
ARC=false

> You don't say where you configured your timezone.  Have you actually
> configured RT's $Timezone to Europe/Rome, or just the system's timezone?
>
> Thomas
It's set in /opt/rt3/etc/RT_SiteConfig.pm:

Set($Timezone , 'Europe/Rome');

-- 
Francesco Tordini

Ufficio servizi di rete
Sistemi Informativi - http://www.si.unimib.it
Università degli Studi Milano - Bicocca
Via Cozzi, 53
20125 Milano - Italy

francesco.tord...@unimib.it
phone   +39 0264485522
fax +39 0264485550

Re: [rt-users] Time Worked Report

[Walid Haider]

Hi Kenn,

Thanks for the tip regarding RT $home, I will definitely consider it.

I must be missing something, as I cannot see the Time Worked Report option on 
the menu.

This is what I did:


1.   Created a local directory within /usr/share/rt3, and then created the 
/usr/share/rt3/local/html and /usr/share/rt3/local/html/Elements directories.



2.   Created the new file SelectMultiQueue (with the relevant content) 
within /usr/share/rt3/local/html/Elements



3.   Created .../rt3/local/Tools, .../rt3/local/Tools/Reports, and 
.../rt3/local/Tools/Reports/Elements directories



4.   Copied the Tabs file from 
/usr/share/rt3/html/Tools/Reports/Elements/Tabs to 
.../rt3/local/Tools/Reports/Elements



5.   Copied the index.html file from 
/usr/share/rt3/html/Tools/Reports/index.html to .../rt3/local/Tools/ and edited 
the file accordingly



6.   Created the TimeWorkedReport.html  (with the relevant content) file in 
.../rt3/local/Tools/



7.   I restarted httpd and logged into RT, but could not see  the Timed 
Worked Report option on the menu


I then tried moving the index.html and TimeWorkedReport.html files from 
/usr/share/rt3/local/html/Tools/Reports into /usr/share/rt3/local/html/Tools/. 
But after restarting httpd, I still could not see the Time Worked Report.

Finally, I tried creating the local directory in /usr and the rt3 directory 
within it (/usr/local/rt3). I then moved the entire html directory, created in 
1. (above), to /usr/local/rt3. But again, after restarting httpd I could not 
see the Time Worked Report.

Thanks in advance,
Walid







From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker
Sent: terça-feira, 29 de Março de 2011 16:42
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time Worked Report

Opps, that was supposed to be /local/html/Tools/Report. Sorry.

Kenn
On Tue, Mar 29, 2011 at 8:39 AM, Kenneth Crocker 
mailto:kfcroc...@lbl.gov>> wrote:
Walid,

Also, we used to have a different $home than /opt/rt3/ (in Solaris) and it 
caused endless problems when trying to implement extensions. We decided to just 
go to opt/rt3 and put it in VM and we've been sailing smoothly ever since. Just 
a thought for you to consider.

Kenn
LBNL

On Tue, Mar 29, 2011 at 8:37 AM, Kenneth Crocker 
mailto:kfcroc...@lbl.gov>> wrote:
Walid,

Well, Wherever you have the .../Tools/Report/... you will need a 
.../local/Tools/Report/ version to put "TimeWorkedReport".

Kenn
LBNL

On Tue, Mar 29, 2011 at 7:00 AM, Walid Haider 
mailto:walid.hai...@movensis.com>> wrote:
Hi Johan,

No, I do not. Should I go ahead and create it  and then follow Kenn's 
instructions?


Regards,
Walid

From: 
rt-users-boun...@lists.bestpractical.com
 
[mailto:rt-users-boun...@lists.bestpractical.com]
 On Behalf Of Johan Sjöberg
Sent: terça-feira, 29 de Março de 2011 14:56

To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time Worked Report

Do you have a /usr/local/rt3?

/Johan

From: 
rt-users-boun...@lists.bestpractical.com
 
[mailto:rt-users-boun...@lists.bestpractical.com]
 On Behalf Of Walid Haider
Sent: den 29 mars 2011 15:20
To: Kenneth Crocker; 
rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time Worked Report

Kenn,

Again, thanks for the reply. As I ran a packaged install of RT 3.8.4, my $home 
is /usr/share/rt3. My folder structure is different compared to what you 
mention below, as I do not have a share directory within my RT $home.

Please advise if I should create the local  directory  within /usr/share/rt3.

Thanks,
Walid

From: 
rt-users-boun...@lists.bestpractical.com
 
[mailto:rt-users-boun...@lists.bestpractical.com]
 On Behalf Of Kenneth Crocker
Sent: segunda-feira, 28 de Março de 2011 17:33
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Time Worked Report

Walid,

What I mean is this; it is highly recommended that any changes you make to RT 
code be done in a "local" version. RT will automatically look to 
$Home/local/.../.../ (where $home is usually opt/rt3/) for any override code 
that an installation may have developed. In this example (TimeWorkedReport), I 
copied the various /$home/share/.../... directories & files listed in the 
"readme' for that report into a /$home/local/.../... version/copy of those 
directoryies & files. I did NOT make any changes to any /share/ version of RT 
code. This is recommended for a couple reasons; the least of which it is easier 
to maintain later versions of RT without wiping out your local code (provided 
you ke

Re: [rt-users] Wrong date displayed

[Francesco Tordini]

> RT will always log GMT in the logs and in the database.
But wiht RT logs written in GMT, and Apache logs in local time, we have
inconsistent log entries (in /var/log/httpd/error_log) like these:


[Wed Mar 30 15:21:21 2011] [notice] Apache/2.2.3 (Red Hat) configured --
resuming normal operations
[Wed Mar 30 13:21:29 2011] [info]:
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( LDAP ):
francesco.tord...@unimib.it
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Wed Mar 30 15:28:25 2011] [notice] caught SIGTERM, shutting down

> Ensure that Europe/Rome is a timezone format that your operating
> system understands, otherwise RT can't convert for display in the web
> UI.
>
> -kevin

This is my /etc/sysconfig/clock (configured with redhat timeconfig script):

# The timezone of the system is defined by the contents of /etc/localtime.
ZONE="Europe/Rome"
UTC=true
ARC=false

> You don't say where you configured your timezone.  Have you actually
> configured RT's $Timezone to Europe/Rome, or just the system's timezone?
>
> Thomas
It's set in /opt/rt3/etc/RT_SiteConfig.pm:

Set($Timezone , 'Europe/Rome');

-- 
Francesco Tordini

Ufficio servizi di rete
Sistemi Informativi - http://www.si.unimib.it
Università degli Studi Milano - Bicocca
Via Cozzi, 53
20125 Milano - Italy

francesco.tord...@unimib.it
phone   +39 0264485522
fax +39 0264485550