[rt-users] changing priorities on the fly
Hello, on a RT3.8.8 We're using Dashboards with tickets order by priorities to see current actions. During meetings we want to change priorities of displayed tickets. to achieve this we need to : click on the ticket name, go to essential view, change priority, validate, and finally clisk a shortcut to the dashboard. this is not very user friendly What we would like is to be able to change priorities while in the dashboard view. Either by drag'n'drop (ideal but many UI coding seems necessary) or having the priorities being combobxes (drop down list) or having +/- buttons next to the priority number or having http links in custom fields launching a scrip to update the priority (like an Up arrow, and a Down arrow) the only solution i found is to have the priority number clickable to the modify.html page, wich save a few clicks i tried adding a custom field style combobox to the tickets but the dashboard still display the actual value not the combobox. maybe it is possible to modify the ColumnMap to show the combobox instead of the value ? The other solution i'm considering is in the ticket search engine when adding a column to display we can choose a Format:Relation with standard transactions actions, and resulting in something like : 'a href=__WebPath__/Ticket/Update.html?Action=Respondamp;id=__idQueueName__/a' Would it be possible to start a custom Scrip action when clicking the link instead of a web page ? or maybe a custom html page ? Does anyone has made something similar working, with any of these or another solution ? dependeing on your answer, i may add this to the wishlist. thank you, 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 informer l'expéditeur et de supprimer immédiatement de votre système informatique ce courriel ainsi que tous les documents qui y sont attachés. ** This e-mail and any attached documents may contain confidential or proprietary information. If you are not the intended recipient, you are notified that any dissemination, copying of this e-mail and any attachments thereto or use of their contents by any means whatsoever is strictly prohibited. If you have received this e-mail in error, please advise the sender immediately and delete this e-mail and all attached documents from your computer system. #
Re: [rt-users] changing priorities on the fly
In your place, I would look at how Bookmarks work. Gerard On 2011-04-01 11:02, Raphaël MOUNEYRES wrote: Hello, on a RT3.8.8 We're using Dashboards with tickets order by priorities to see current actions. During meetings we want to change priorities of displayed tickets. to achieve this we need to : click on the ticket name, go to essential view, change priority, validate, and finally clisk a shortcut to the dashboard. this is not very user friendly What we would like is to be able to change priorities while in the dashboard view. Either by drag'n'drop (ideal but many UI coding seems necessary) or having the priorities being combobxes (drop down list) or having +/- buttons next to the priority number or having http links in custom fields launching a scrip to update the priority (like an Up arrow, and a Down arrow) the only solution i found is to have the priority number clickable to the modify.html page, wich save a few clicks i tried adding a custom field style combobox to the tickets but the dashboard still display the actual value not the combobox. maybe it is possible to modify the ColumnMap to show the combobox instead of the value ? The other solution i'm considering is in the ticket search engine when adding a column to display we can choose a Format:Relation with standard transactions actions, and resulting in something like : 'a href=__WebPath__/Ticket/Update.html?Action=Respondamp;id=__idQueueName__/a' Would it be possible to start a custom Scrip action when clicking the link instead of a web page ? or maybe a custom html page ? Does anyone has made something similar working, with any of these or another solution ? dependeing on your answer, i may add this to the wishlist. thank you, Raphaël
Re: [rt-users] recurring requests
Mark: Have a look at rt-crontool , I think it may help you. Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Roedel, Mark Sent: 31 March 2011 21:45 To: rt-us...@bestpractical.com Subject: [rt-users] recurring requests 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?
[rt-users] How to add additional e-mail address
Hi All, how to add additional e-mail address, when I submitt ticket notification are sent only to private e-mail address I would like to send copy this e-mail to another address. -- Best Regards Adrian Stelmaszyk
[rt-users] Set Transaction CustomField from My Day tool
Hi there, I would like to set Transaction CustomField values from the My Day tool. I've got to the point, where I have the Transaction CF's in the My Day template, I've even figured out how to associate Ticket ID with the CF (by the means of NamePrefix). But I'm stuck with setting the value entered by user. I've tried to use ProcessObjectCustomFieldValues, but it requires Transaction ID to be present in the name of the input field (and I've got Object-RT::Transaction--CustomField-CFID-Value there instead of Object-RT::Transaction-TransID-CustomField-CFID-Value). What am I missing? Thanks in advance, -- Robert
Re: [rt-users] How do I submit a ticket in behalf of a user?
On Thu, Mar 31, 2011 at 10:25:08PM -0400, 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 You can also use the CommandByMail extension to set the requestor via Email. Cheers, Ken
[rt-users] Create tickets on mails without creating a real user record.
Hello, I have a question. We are trying to setup RT for our business and it is progressing rather good, except for one thing. When someone outside or our support organisation send a mail to the noc helpdesk address I want the RT system to create a ticket, registering the email adres and the name of this user in the ticket and put the ticket in some incoming queue. For the rest, I don't want to create a user for this ticket. Is this possible? Jan Hugo Prins
Re: [rt-users] Create tickets on mails without creating a real user record.
On Fri, Apr 01, 2011 at 04:03:15PM +0200, Jan Hugo Prins wrote: I have a question. We are trying to setup RT for our business and it is progressing rather good, except for one thing. When someone outside or our support organisation send a mail to the noc helpdesk address I want the RT system to create a ticket, registering the email adres and the name of this user in the ticket and put the ticket in some incoming queue. For the rest, I don't want to create a user for this ticket. Is this possible? RT creates a user record for any email address associated with a ticket. That is a fundamental part of how RT works. Why are you concerned about this? -kevin pgpsYadAdE8Rf.pgp Description: PGP signature
[rt-users] Running into problem upgrading 3.6.0 - 3.8.9
Hello, I am upgrading and moving RT to a new Linux server form an old Solaris server and I am running into a problem with moving the database. The UPGRADING.mysql document says to: Backup RT's database. Use --default-character-set=binary if mysql server is 4.1 or newer. Test that you can restore from this backup. old mysql --version mysql Ver 14.7 Distrib 4.1.20, for sun-solaris2.9 (sparc) using readline 5.1 new mysql --version mysql Ver 14.12 Distrib 5.0.81, for unknown-linux-gnu (x86_64) using readline 5.2 But it fails when I attempt to restore the database on the new server. It was able to restore the dump I made without the --default-character-set=binary option. The error I get in trying to restore the database on the new server is: root # mysql -p /var/tmp/rt3.sql Enter password: PAGER set to stdout PAGER set to stdout PAGER set to stdout PAGER set to stdout PAGER set to stdout PAGER set to stdout PAGER set to stdout PAGER set to stdout PAGER set to stdout ERROR 1064 (42000) at line 395: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 's Office). I was wondering if Jacques or someone could come down and help me se' at line 1 This appears to be in the section of the dump of the Attachments. So do I need to use the -default-character-set=binary option? Maybe I need to dump some tables separately? Thanks for any help you can provide. Peace, Lois -- Lois Bennett, MSEE Senior System Administrator Channing Laboratory Brigham Women's Hospital A Teaching Affiliate of Harvard Medical School and Harvard School of Public Health
Re: [rt-users] How to add additional e-mail address
Adrian, I'm not real clear on what it is you're asking; do you want RT to automatically send a Cc to someone? Do you want your original email to RT to be copied to someone? If the first is true, RT will send a copy to anyone listed as a Cc Watcher for the Queue, provided you have a notification scrip to do so. OR, you can configure RT to automatically add any Cc from an incoming email to be a Cc on the ticket that is created, OR you can write a scrip to that on a Queue by Queue basis (we did the last). Kenn LBNL On Fri, Apr 1, 2011 at 2:46 AM, Adrian Stel adisa...@gmail.com wrote: Hi All, how to add additional e-mail address, when I submitt ticket notification are sent only to private e-mail address I would like to send copy this e-mail to another address. -- Best Regards Adrian Stelmaszyk
Re: [rt-users] recurring requests
Well, that's a bit simpler than the script (which, as I said, was already pretty simple) - but at least the way we operate it's still an admin task. What I'm dreaming of is an addition to the web UI, similar to the dashboard subscription interface, that would allow an RT user to configure the scheduling info and some basic ticket data. Guess that's something to add to my ever-expanding list of things to work on... From: Raed El-Hames [mailto:raed.el-ha...@daisygroupplc.com] Sent: Friday, April 01, 2011 4:19 AM To: Roedel, Mark; rt-us...@bestpractical.com Subject: RE: recurring requests Mark: Have a look at rt-crontool , I think it may help you. Roy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Roedel, Mark Sent: 31 March 2011 21:45 To: rt-us...@bestpractical.com Subject: [rt-users] recurring requests 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?
[rt-users] RT 3.8.8 no attachments over 1mb
Hi all, I have an instance of 3.8.8 running and any attachment over 1mb does not seem to show up in any of the tickets. Any advice would be greatly appreciated. Best, Jeff
Re: [rt-users] RT 3.8.8 no attachments over 1mb
Read FAQ on the wiki. http://requesttracker.wikia.com/wiki/FAQ#Attachments On Sat, Apr 2, 2011 at 12:16 AM, Lee, Jeffrey jeffrey_...@harvard.edu wrote: Hi all, I have an instance of 3.8.8 running and any attachment over 1mb does not seem to show up in any of the tickets. Any advice would be greatly appreciated. Best, Jeff -- Best regards, Ruslan.
Re: [rt-users] Create tickets on mails without creating a real user record.
On 04/01/2011 04:05 PM, Kevin Falcone wrote: RT creates a user record for any email address associated with a ticket. That is a fundamental part of how RT works. Why are you concerned about this? Well, it's not that I'm concerned about it, but we were wandering about this during our tests on how to get RT working with creating new external users, while also allowing users authenticate that have a LDAP account. This doesn't seem to work the way it is supposed to work, at least not yet, and then we thought, can we accept tickets without creating the account. Besides that, when your RT installation starts receiving spam mail, then you can end up with an enormous user database, so allowing external users to autocreate an account is not really an option I think. Jan Hugo
Re: [rt-users] Create tickets on mails without creating a real user record.
On Fri, Apr 01, 2011 at 11:12:13PM +0200, Jan Hugo Prins wrote: On 04/01/2011 04:05 PM, Kevin Falcone wrote: RT creates a user record for any email address associated with a ticket. That is a fundamental part of how RT works. Why are you concerned about this? Well, it's not that I'm concerned about it, but we were wandering about this during our tests on how to get RT working with creating new external users, while also allowing users authenticate that have a LDAP account. This doesn't seem to work the way it is supposed to work, at least not yet, and then we thought, can we accept tickets without creating the account. Besides that, when your RT installation starts receiving spam mail, then you can end up with an enormous user database, so allowing external users to autocreate an account is not really an option I think. Jan Hugo Putting a reasonable SPAM filter in front of RT greatly minimizes this problem. We pass all non-authenticated (remote) users through DSPAM and let the quarantine catch the spam. Authenticated mail senders zoom right in. Cheers, Ken
Re: [rt-users] Create tickets on mails without creating a real user record.
On Fri, Apr 01, 2011 at 11:12:13PM +0200, Jan Hugo Prins wrote: On 04/01/2011 04:05 PM, Kevin Falcone wrote: RT creates a user record for any email address associated with a ticket. That is a fundamental part of how RT works. Why are you concerned about this? Well, it's not that I'm concerned about it, but we were wandering about this during our tests on how to get RT working with creating new external users, while also allowing users authenticate that have a LDAP account. This doesn't seem to work the way it is supposed to work, at You've not said how you're doing your LDAP at all, or provided config details, so it is hard to comment. least not yet, and then we thought, can we accept tickets without creating the account. Besides that, when your RT installation starts receiving spam mail, then you can end up with an enormous user database, so allowing external users to autocreate an account is not really an option I think. Users can often end up being a large table, but that isn't generally a problem provided you're not granting large bunches of rights to Unprivileged or giving folks passwords automatically. I routinely deal with 500K users tables without real issues. -kevin pgpbPE6RCbJN4.pgp Description: PGP signature
Re: [rt-users] How do I submit a ticket in behalf of a user?
If the user's email isn't found, a user is created. I have a custom template used for the OnCreate AutoReply to Requestors scrip which sets the username and real name based on the format that I know our users' emails has. This works when a user first submits a ticket via email, but doesn't work if I submit a ticket on behalf of the user. It appears that the condition for no password and not priviliged is not true. Is there a way for me to identify when a new user is created when a ticket is submitted on a user's behalf by putting their email in the requestor field? thanks, Don Message: 1 Date: Thu, 31 Mar 2011 22:25:08 -0400 From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] How do I submit a ticket in behalf of a user? Message-ID: 4d953784.5010...@bestpractical.com Content-Type: text/plain; charset=UTF-8 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] QuickSearch has broken links for some users
Sorry to resurrect an old thread, but did Ed make any progress on this? Because we're having the same trouble, after changing the URL at which RT is addressed on our system: We have three users, and one of us sees everything fine, while the other two see the old URL appearing in ticket links under the QuickSearch listings (and only there). The only difference we've been able to find so far in the database is that the two affected users were initially auto-created upon ticket creation (many years, many tickets, and many RT versions ago), while the other was not. New users are not affected. But none of us have any custom Search Options configured in the location referred to by Kevin below -- we've never touched those things, never gotten to that level of RT-fu. This is RT 3.8.8. Any help greatly appreciated. adam On Tue, Feb 16, 2010 at 11:51:31AM -0500, Ed Santora wrote: Hello, I recently moved our RT instance from a base hostname to a subdirectory (i.e. from http://www.example.com/ to http://www.example.com/rt/) Myself and a few users have updated our SavedSearches to account for that change and it works fine. As does almost everything else. However, for some users, when they click the Queue link from the QuickSearch box all the tickets displayed have links without the ending /rt. This was a fresh install of the files, Mason cache has been cleared and the web server restarted. Only the database was carried over. This behavior is only seen with a handful of users. I am unable to figure out why the links are correct for some users and not others. Any ideas on where to start looking for the cause? Check if these users have a custom Format under Preferences - Search options with id or Name and an invalid Link item -kevin
[rt-users] Avoiding backscatter enabling self help
We've been experimenting with RT this week at OpenLDAP.org for servicing various help and contact by email services... i...@opendlap.org, webmas...@openldap.org, etc. We have a general policy here at OpenLDAP.org to avoid email auto-responders, so as not to contribute to the backscatter problem. But we also like self help services. We presently have the 'On Create Autoreply To Requestors' scrip disabled. I see there is a suggestion in the Wiki article http://requesttracker.wikia.com/wiki/AutogeneratedPassword for generating passwords on first create (from email) from the user, and including this in the autoreply on create message. I'm wondering if I might apply this patch to the response ticket so that on response to a user without a password will cause a password to be generated. That would provide some self help opportunities to the user. Any thoughts on how best to do this? For all other possible emails to the requestor, never send if the password hasn't ever been set. Any thoughts on how to accomplish this? Again, what we want is to never send an email to a requestor without a human generating a correspondence to that requestor (and hence setting up their password). Until then, we want to assume the email had a forged from address. Am I on the right track above? or is there a better way to setup RT to behave in this manner? FYI, I'm using RT 3.8.9 on FreeBSD 7-stable. -- Kurt
Re: [rt-users] Avoiding backscatter enabling self help
On Sat, Apr 2, 2011 at 05:06, Kurt Zeilenga k...@openldap.org wrote: We've been experimenting with RT this week at OpenLDAP.org for servicing various help and contact by email services... i...@opendlap.org, webmas...@openldap.org, etc. We have a general policy here at OpenLDAP.org to avoid email auto-responders, so as not to contribute to the backscatter problem. But we also like self help services. We presently have the 'On Create Autoreply To Requestors' scrip disabled. I see there is a suggestion in the Wiki article http://requesttracker.wikia.com/wiki/AutogeneratedPassword for generating passwords on first create (from email) from the user, and including this in the autoreply on create message. I'm wondering if I might apply this patch to the response ticket so that on response to a user without a password will cause a password to be generated. That would provide some self help opportunities to the user. Any thoughts on how best to do this? For all other possible emails to the requestor, never send if the password hasn't ever been set. Any thoughts on how to accomplish this? Without even reading the Wiki, what I recall off the top of my head is that you need to replace the default Autoreply Template with the one from the Wiki. After that, you need to enable the scrip you disabled. This will have your desired action. Again, what we want is to never send an email to a requestor without a human generating a correspondence to that requestor (and hence setting up their password). Until then, we want to assume the email had a forged from address. Am I on the right track above? or is there a better way to setup RT to behave in this manner? In that case, I believe you want full human intervention on creating users and assigning them passwords. In that case, there is no need for using a scrip. That is not the way I know RT to work. Until then, we want to assume the email had a forged from address - makes me wonder how the human will verify that the e-mail address is legit. Perhaps you need some custom condition that will send out a mail to the address, with a url with captcha, let the recipient follow the captcha... scratch that. I think what you need is a customized registration page somewhere, which uses captcha, submits the details to a custom script that then injects the details into RT and generates a response to the registrant with their password, and details on how to track their request via your RT. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Damn!!
Re: [rt-users] Avoiding backscatter enabling self help
Thanks for you comments, they got me thinking a deeper into our problem. On Apr 1, 2011, at 9:28 PM, Odhiambo Washington wrote: On Sat, Apr 2, 2011 at 05:06, Kurt Zeilenga k...@openldap.org wrote: We've been experimenting with RT this week at OpenLDAP.org for servicing various help and contact by email services... i...@opendlap.org, webmas...@openldap.org, etc. We have a general policy here at OpenLDAP.org to avoid email auto-responders, so as not to contribute to the backscatter problem. But we also like self help services. We presently have the 'On Create Autoreply To Requestors' scrip disabled. I see there is a suggestion in the Wiki article http://requesttracker.wikia.com/wiki/AutogeneratedPassword for generating passwords on first create (from email) from the user, and including this in the autoreply on create message. I'm wondering if I might apply this patch to the response ticket so that on response to a user without a password will cause a password to be generated. That would provide some self help opportunities to the user. Any thoughts on how best to do this? For all other possible emails to the requestor, never send if the password hasn't ever been set. Any thoughts on how to accomplish this? Without even reading the Wiki, what I recall off the top of my head is that you need to replace the default Autoreply Template with the one from the Wiki. After that, you need to enable the scrip you disabled. This will have your desired action. Unfortunately that's not an option for us as it would cause us to generate backscatter. I note that preventing backscatter, especially backscatter to those we have no relationship with, is more importance to us than enabling self help. Again, what we want is to never send an email to a requestor without a human generating a correspondence to that requestor (and hence setting up their password). Until then, we want to assume the email had a forged from address. Am I on the right track above? or is there a better way to setup RT to behave in this manner? In that case, I believe you want full human intervention on creating users and assigning them passwords. In that case, there is no need for using a scrip. That is not the way I know RT to work. The problem here is the number of steps. We really don't want to have the owner doing anything more than they normally would do, just respond to the ticket they just took. Until then, we want to assume the email had a forged from address - makes me wonder how the human will verify that the e-mail address is legit. Well, the human is not really checking the email address but the ticket as a whole. If the ticket doesn't look legit, then it our assumption that the requestor is not legit for this ticket. We expect our ticket handlers to use the 'Report Spam' extension to mark it as Spam. Now if the ticket is legit, we then respond to it. I was initially think not to send any automated mail to a requestor without a password until a human has manually responded. But now I'm thinking it would be even better to generally not send any automated mail to requestor/CCs until a human a human has manually responded. This could be implemented, I'm thinking, using flag on the ticket, which would be false until responded to by a human, to enable/disable automated email to the requestor/CCs. I think what you need is a customized registration page somewhere, which uses captcha, submits the details to a custom script that then injects the details into RT and generates a response to the registrant with their password, and details on how to track their request via your RT. We're using RT to handle events we expect to be initiated via email. We have no expectation that the requestor would attempt to look at the website before submitting their initial email. The first email they'll get from us will be the manually generated ticket in response to their initial email. Our initial correspondence seems like the appropriate place to include any web access information, including providing any necessary credentials. -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Damn!!
