[rt-users] Again on wrong RT UI date displayed
Hi, excuse me for my previous posts (i was unable to reply correctly to the list because yet in digest mode... ). I checked again, and my system configuration (Redhat 5.6 64bit) is correct. For the timezone, my /etc/sysconfig/clock reports: # The timezone of the system is defined by the contents of /etc/localtime. ZONE=Europe/Rome UTC=true ARC=false RT timezone configured in RT_SiteConfig.pm: Set($Timezone , 'Europe/Rome'); Perl command /usr/bin/perl -MDate::Format -le'@a=localtime; print strftime(%a %b %e %H:%M:%S %Y %z,@a)' does: Mon Apr 4 11:26:49 2011 +0200 which is the correct date for my system, but RT Web UI is showing wrong date: Date Format: Use system default (Mon Apr 04 09:26:52 2011). Where i'm wrong? Thank you very much -- 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] How do I submit a ticket in behalf of a user?
On Fri, Apr 01, 2011 at 06:35:53PM -0400, Don Gourley wrote: 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. It's really hard to comment without seeing the code You can also use $RT::Logger-error() to tell what part is failing -kevin 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. pgpZiLNc9jyYi.pgp Description: PGP signature
Re: [rt-users] QuickSearch has broken links for some users
On Fri, Apr 01, 2011 at 03:53:41PM -0700, Adam Bernstein wrote: 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). I have no idea if Ed fixed it, but those links are generated by either the preference I referenced or the global DefaultSearchResultFormat or a local customization, so those are the places to look. -kevin 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 pgpDD7zpYviT7.pgp Description: PGP signature
Re: [rt-users] Avoiding backscatter enabling self help
On Fri, Apr 01, 2011 at 07:06:19PM -0700, Kurt Zeilenga 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? You could squelch requestors unless they have a password set and then adapt the autoreply scrip to set passwords and unsquelch users. That would also avoid your later question about never contacting a user until they have a password, since they'd be squelched. Keep in mind that if someone has set 3 people as requestors on a ticket (by merging tickets from 3 people) before replying, a simple Notify Requestors action would notify them using the same email. So you'd want a separate notification for when the password gets set. This sounds very doable, but I'm not aware of existing code that you can just adapt into place. -kevin 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 pgpfy5I9JHOo1.pgp Description: PGP signature
Re: [rt-users] Again on wrong RT UI date displayed
On Mon, Apr 04, 2011 at 11:37:45AM +0200, Francesco Tordini wrote: which is the correct date for my system, but RT Web UI is showing wrong date: Date Format: Use system default (Mon Apr 04 09:26:52 2011). That is just the formatter preference, it doesn't account for timezones in the sample date that it displays. Is RT showing the wrong date on ticket display in the Dates box and the Transactions? What is your Timezone on Preferences - About Me ? If you change it manually there, does the UI work properly? -kevin pgpYbkhSU1Ybs.pgp Description: PGP signature
Re: [rt-users] Again on wrong RT UI date displayed
Il 04/04/2011 15:52, Kevin Falcone ha scritto: That is just the formatter preference, it doesn't account for timezones in the sample date that it displays. Is RT showing the wrong date on ticket display in the Dates box and the Transactions? Hi, the tickets dates in Dates box are displayed correctly. I think that the sample date in the formatter leaded me astray, however the UI works properly. Thank you for support What is your Timezone on Preferences - About Me ? If you change it manually there, does the UI work properly? -kevin -- 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
