Re: [rt-users] RT4 add attachments to reply/comment
On 08/08/2011 06:25 PM, Joanne Keown wrote:
> Subject: AutoReply: {$Ticket->Subject}
> Content-Type: text/html
> Content:
> RT-Attach-Message: yes
Where'd that blank "Content:" header come from? Your template should be:
Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
RT-Attach-Message: yes
Your autoreply text here.
Thomas
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Upgrade to 4.01 MySQL questoin
On Mon, Aug 08, 2011 at 03:05:53PM -0700, Paul O'Rorke wrote:
>I am migrating from 3.8.4 to 4.01. I have a new server with 4.01 installed
> and mostly set up
>how I want. I have pulled my database dumps into the new instance,
> performed the steps in
>UPGRADING.mysql and run the script
>/opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade
>
>I've missed something and I'm sure I saw it when reading the docs but now
> can't figure out
>what I missed. After tweaking my set up I've tried restoring from last
> nights 3.8.4 instance
>mysqldump and I have to manually set the passwords in MySQL to log in as
> the RT user. For
>example:
>UPDATE Users SET Password=md5('password') WHERE Name='user';
>
>This lets the user log in - but only once, after a logout the user cannot
> again log in. I
>believe there was a change in the hash used for passwords and that there
> is a script I need to
>run to fix this but I cannot for the life of me find this again.
>
>Am I on the right track and what can I tell you to help figure out what I
> missed?
It appears you didn't successfully complete the
/opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade
step, since it will change the size of your Users.Password field (among lots
of other changes). There is also a script to rehash your user
passwords which was included in our security updates and is documented
in docs/UPGRADING-3.8, but this bug is more likely to be related to an
incomplete database upgrade.
-kevin
pgpnK2ounIYYd.pgp
Description: PGP signature
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT4 add attachments to reply/comment
Hi all,
Thanks for raising this Joy as I am also grappling with this issue in RT4. The
attachments add to the Reply but seem to not be making it to the external
recipients. I have the following set in my template:
Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
Content:
RT-Attach-Message: yes
And the message on the outgoing mail is:
Managed-BY: RT 4.0.0 (http://www.bestpractical.com/rt/)
Subject: [diana ferrari: Customer Query #459] AutoReply: Shipping & Refunds
MIME-Version: 1.0
In-Reply-To: <20110808002331.d67c588...@bne3-0003mrs.server-mail.com>
Date: Mon, 8 Aug 2011 10:39:50 +1000
RT-Ticket: rt.coloradogroup.com.au #459
References:
<20110808002331.d67c588...@bne3-0003mrs.server-mail.com>
Precedence: bulk
Message-ID:
Reply-To: customerserv...@dianaferrari.com.au
Content-Type: multipart/alternative; boundary="--=_1312763990-11455-11"
Content:
X-RT-Loop-Prevention: rt.coloradogroup.com.au
To: joke...@gmail.com
Content-Transfer-Encoding: 8bit
From: "Jo Keown via RT"
Subject: AutoReply: Shipping & Refunds
Content-Type: text/plain; charset="utf-8"
Content:
X-RT-Original-Encoding: utf-8
RT-Attach-Message: yes
Dear Jo
This is a test to see if the attachment goes along with the email to my
joke...@gmail.com account.
The attachment should be called "Web Store Tools.xls".
Thanks
Jo
If you wish to contact us regarding this matter, please phone 1800 101 285 and
quote reference number 459.
Warm Regards,
The diana ferrari team
customerserv...@dianaferrari.com.au
Any hints would be greatly appreciated. Is there something I should be looking
for that would tell me that RT has attempted to send out the response with the
attachment?
Cheers
Jo
Jo Keown, MBusAdmin(Mgt), MIPA
IS Business Analyst
Colorado Group Ltd
100 Melbourne Street
South Brisbane QLD 4101
Ph:+61 7 3877 3399
Mobile: 0402 697 351
Email: joanne.ke...@coloradogroup.com.au
Sign up to FUSION now for special member offers at 5 of Australia's leading
fashion brands.
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Joy Dragon
Sent: Tuesday, 9 August 2011 8:07 AM
To: rt-users
Subject: [rt-users] RT4 add attachments to reply/comment
Hi,
I need to add the attachments to the replies and comments of our tickets
I saw that you can add the header RT-Attach-Message, to the template,
but I guess its not working with just that
Is there anything else that I need to do to use that functionality?
Does that work in RT4?
Thanks
Joy Dragon unki no ryoushi
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
[rt-users] RT4 add attachments to reply/comment
Hi, I need to add the attachments to the replies and comments of our tickets I saw that you can add the header RT-Attach-Message, to the template, but I guess its not working with just that Is there anything else that I need to do to use that functionality? Does that work in RT4? Thanks Joy Dragon unki no ryoushi 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Upgrade to 4.01 MySQL questoin
My apologies for a silly post but I'm getting confused...
I am migrating from 3.8.4 to 4.01. I have a new server with 4.01 installed
and mostly set up how I want. I have pulled my database dumps into the new
instance, performed the steps in UPGRADING.mysql and run the script
*/opt/rt4/sbin/rt-setup-database --prompt-for-dba-password --action upgrade*
I've missed something and I'm sure I saw it when reading the docs but now
can't figure out what I missed. After tweaking my set up I've tried
restoring from last nights 3.8.4 instance mysqldump and I have to manually
set the passwords in MySQL to log in as the RT user. For example:*
UPDATE Users SET Password=md5('password') WHERE Name='user';*
This lets the user log in - but only once, after a logout the user cannot
again log in. I believe there was a change in the hash used for passwords
and that there is a script I need to run to fix this but I cannot for the
life of me find this again.
Am I on the right track and what can I tell you to help figure out what I
missed?
Please and thanks.
Paul O'Rorke
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] relative data ticket search for monthly report?
John, Maybe I missed something, but why don't you simply put in the criteria 'Create > 30 days ago' and then set the query up in dashboards to run on the first of every month? Kenn LBNL On Thu, Aug 4, 2011 at 6:25 PM, Thomas Sibley wrote: > On 08/04/2011 05:28 PM, John Alberts wrote: > > The problem is, I can't figure out if it's possible to combine a relative > > date with other criterion. For instance, 'last month' returns exactly > one > > month ago, so since today is Aug 4th, it returns July 4th, although I > need > > July 1st @midnight. > > > > Any ideas? > > Your easiest solution might be to create a local/ page which simply > hardcodes the search and passes it to the appropriate mason component > for display. > > Thomas > > > 2011 Training: http://bestpractical.com/services/training.html > 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Custom field file uploads delted on status change?
We have a custom field set up as a file upload. On status change, the attachment gets deleted: # Mon Aug 08 12:07:43 2011 Amy Widmer - #11030-Approved Estimate.pdf added # Mon Aug 08 12:08:38 2011 Amy Widmer - Status changed from 'new' to 'open' # Mon Aug 08 12:08:38 2011 Amy Widmer - #11030-Approved Estimate.pdf deleted 3.8.10. I have no idea why this is happening 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Shdredder - deletes history
On Tue, Aug 9, 2011 at 1:26 AM, Kenneth Crocker wrote: > To list, > > May I assume that Shredder deletes all history and attachments related to > the tickets I shred? Yes. Deletes transactions, attachments, watchers groups, custom field values, links and ... > Kenn > LBNL -- Best regards, Ruslan. 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Excepting certain queues from global scrips (my solution)
So, after searching for ways to accomplish this, and seeing it is a common feature request (sometimes termed "disable notifications for specific queues"), with some existing solutions that accomplish it but weren't quite what I was looking for, I decided to write my own. It is implemented as custom condition Perl modules (installed under $RTHOME/local/lib/RT/Condition). After installation you get new conditions to use in your scrips like "On Correspond (w/queue exceptions)". The queue exception list is set in your RT_SiteConfig. You can have a mixture of "truly global" and "global with exceptions" scrips by changing which condition they use. I don't claim to be a Perl hacker so I'm sure there are some things that could be done better, but this works for me, at least with RT 4.0.1. Perhaps someone with better knowledge could explain why in my StatusChangeQueueExcept module I had to instantiate the other checks field-by-field instead of just passing $self. Attached is my README and the tarball, which I hope makes it through to the list. It is not yet packaged as an extension or plugin; I might do so if there is demand and I receive guidance as to which, if either, is appropriate. Andrew Daugherity Systems Analyst Division of Research, Texas A&M University adaugher...@tamu.edu README Description: README RT-Queue-Exceptions.tar.gz Description: RT-Queue-Exceptions.tar.gz 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Shredder limits
To list, Never mind. DUH! I found it. Kenn LBNL 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Shredder limit?
To list, Also, is there a way to raise the limit on how many tickets I can shred on one pass? Kenn 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Shdredder - deletes history
To list, May I assume that Shredder deletes all history and attachments related to the tickets I shred? Kenn LBNL 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Saved Search with more information
Hi, Then for sure you need ColumnMap definition. Search for ColumnMap files in share/html/Elements, open any and examine. It's pretty straightforward how to modify these files, however code you need at the end can be complex. Start from a basic experiments of adding new column and using it in searches. Return back with questions. The following section in an article from the wiki is a good starting point: http://requesttracker.wikia.com/wiki/ShowStatusInColor#Full-featured On Tue, Aug 9, 2011 at 12:15 AM, Scott Benson wrote: > i don't want the entirety of the time worked...only time worked based on the > month. IE Time worked this month 30mins, time worked last month 255 > minutes. Hence the "Transactions.Created between > DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 month and > DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month" > > -- > Scott Benson > A1 Networks > (707)570-2021 x203 > > > On 8/8/11 12:37 PM, Ruslan Zakirov wrote: >> >> If everything works as expected then ticket's time worked field should >> hold >> correct sum. This value you can display in search results without custom >> code. >> >> Regards, Ruslan. From phone. >> 08.08.2011 22:39 пользователь "Scott Benson" >> написал: >> >>> >>> Thanks for the reply Gerard. Not sure what ColumnMap is, but basically >>> what we're looking to do is only list tickets in a "custom search" that >>> have had time worked, within a certain time frame. Also showing the >>> Sum(Transactions.TimeWorked) as a field. >>> >>> This can be accomplished via Mysql because you can join databases and >>> select data on a per transaction level. >>> >>> Example Mysql Code: >>> select Tickets.EffectiveId, Tickets.Subject, Tickets.LastUpdated, >>> Transactions.Created, sum(Transactions.TimeTaken) from Tickets left join >>> Transactions on Tickets.id = Transactions.ObjectId where >>> Transactions.Created between DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 >>> month and DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month group by >>> Tickets.EffectiveId; >>> >>> Example Mysql Output: >>> >>> >>> >> >> >> +-++--+-+-+ >> >> >>> >>> | EffectiveId | Subject | LastUpdated | >>> Created | sum(Transactions.TimeTaken) | >>> >>> >> >> >> +-++--+-+-+ >> >> >>> >>> | 21984 | Example Ticket 1 | 2011-08-03 23:56:50 | 2011-08-03 >>> 00:02:50 | 510 | >>> | 23322 | Example Ticket 2 | 2011-08-06 00:11:39 | 2011-08-03 >>> 00:52:14 | 480 | >>> | 25497 | Example Ticket 3 | 2011-08-01 22:25:10 | 2011-08-01 >>> 22:25:10 | 180 | >>> | 29560 | Example Ticket 4 | 2011-08-02 00:16:59 | 2011-08-02 >>> 00:16:58 | 45 | >>> >>> >> >> >> +-++--+-+-+ >> >> >>> >>> 4 rows in set (0.13 sec) >>> >>> I hope this information helps. >>> >>> -- >>> Scott Benson >>> A1 Networks >>> (707)570-2021 x203 >>> >>> >>> On 8/8/11 8:34 AM, Gerard FENELON wrote: >>> I am not sure but you might be looking for ColumnMap Gerard On 2011-08-05 17:43, Scott Benson wrote: > > No update on this? > > -- > Scott Benson > A1 Networks > (707)570-2021 x203 > > > On 8/2/11 2:13 PM, Scott Benson wrote: > >> >> Is it possible to get custom information inside the "Query >> Builder"? We are trying to get "time worked" based on transactions >> between a time frame to show in a custom search. Basically we want >> to have a page for clients to log in with their user/pass and see a >> page that shows, tickets with time added between 2011-07-01 and >> 2011-07-31, and run a sum on the time. We have a query that works, >> but it requires joining Tickets and Transactions, and selecting >> information from the Transactions database. Does anyone know of a >> way that this can be accomplished. Thanks in advance. >> 2011 Training: http://bestpractical.com/services/training.html >>> >>> >>> 2011 Training: http://bestpractical.com/services/training.html >>> >> >> > > > 2011 Training: http://bestpractical.com/services/training.html -- Best regards, Ruslan. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Saved Search with more information
i don't want the entirety of the time worked...only time worked based on the month. IE Time worked this month 30mins, time worked last month 255 minutes. Hence the "Transactions.Created between DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 month and DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month" -- Scott Benson A1 Networks (707)570-2021 x203 On 8/8/11 12:37 PM, Ruslan Zakirov wrote: If everything works as expected then ticket's time worked field should hold correct sum. This value you can display in search results without custom code. Regards, Ruslan. From phone. 08.08.2011 22:39 пользователь "Scott Benson" написал: Thanks for the reply Gerard. Not sure what ColumnMap is, but basically what we're looking to do is only list tickets in a "custom search" that have had time worked, within a certain time frame. Also showing the Sum(Transactions.TimeWorked) as a field. This can be accomplished via Mysql because you can join databases and select data on a per transaction level. Example Mysql Code: select Tickets.EffectiveId, Tickets.Subject, Tickets.LastUpdated, Transactions.Created, sum(Transactions.TimeTaken) from Tickets left join Transactions on Tickets.id = Transactions.ObjectId where Transactions.Created between DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 month and DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month group by Tickets.EffectiveId; Example Mysql Output: +-++--+-+-+ | EffectiveId | Subject | LastUpdated | Created | sum(Transactions.TimeTaken) | +-++--+-+-+ | 21984 | Example Ticket 1 | 2011-08-03 23:56:50 | 2011-08-03 00:02:50 | 510 | | 23322 | Example Ticket 2 | 2011-08-06 00:11:39 | 2011-08-03 00:52:14 | 480 | | 25497 | Example Ticket 3 | 2011-08-01 22:25:10 | 2011-08-01 22:25:10 | 180 | | 29560 | Example Ticket 4 | 2011-08-02 00:16:59 | 2011-08-02 00:16:58 | 45 | +-++--+-+-+ 4 rows in set (0.13 sec) I hope this information helps. -- Scott Benson A1 Networks (707)570-2021 x203 On 8/8/11 8:34 AM, Gerard FENELON wrote: I am not sure but you might be looking for ColumnMap Gerard On 2011-08-05 17:43, Scott Benson wrote: No update on this? -- Scott Benson A1 Networks (707)570-2021 x203 On 8/2/11 2:13 PM, Scott Benson wrote: Is it possible to get custom information inside the "Query Builder"? We are trying to get "time worked" based on transactions between a time frame to show in a custom search. Basically we want to have a page for clients to log in with their user/pass and see a page that shows, tickets with time added between 2011-07-01 and 2011-07-31, and run a sum on the time. We have a query that works, but it requires joining Tickets and Transactions, and selecting information from the Transactions database. Does anyone know of a way that this can be accomplished. Thanks in advance. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Saved Search with more information
If everything works as expected then ticket's time worked field should hold correct sum. This value you can display in search results without custom code. Regards, Ruslan. From phone. 08.08.2011 22:39 пользователь "Scott Benson" написал: > Thanks for the reply Gerard. Not sure what ColumnMap is, but basically > what we're looking to do is only list tickets in a "custom search" that > have had time worked, within a certain time frame. Also showing the > Sum(Transactions.TimeWorked) as a field. > > This can be accomplished via Mysql because you can join databases and > select data on a per transaction level. > > Example Mysql Code: > select Tickets.EffectiveId, Tickets.Subject, Tickets.LastUpdated, > Transactions.Created, sum(Transactions.TimeTaken) from Tickets left join > Transactions on Tickets.id = Transactions.ObjectId where > Transactions.Created between DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 > month and DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month group by > Tickets.EffectiveId; > > Example Mysql Output: > > +-++--+-+-+ > > | EffectiveId | Subject | LastUpdated | > Created | sum(Transactions.TimeTaken) | > +-++--+-+-+ > > | 21984 | Example Ticket 1 | 2011-08-03 23:56:50 | 2011-08-03 > 00:02:50 | 510 | > | 23322 | Example Ticket 2 | 2011-08-06 00:11:39 | 2011-08-03 > 00:52:14 | 480 | > | 25497 | Example Ticket 3 | 2011-08-01 22:25:10 | 2011-08-01 > 22:25:10 | 180 | > | 29560 | Example Ticket 4 | 2011-08-02 00:16:59 | 2011-08-02 > 00:16:58 | 45 | > +-++--+-+-+ > > 4 rows in set (0.13 sec) > > I hope this information helps. > > -- > Scott Benson > A1 Networks > (707)570-2021 x203 > > > On 8/8/11 8:34 AM, Gerard FENELON wrote: >> I am not sure but you might be looking for ColumnMap >> Gerard >> >> On 2011-08-05 17:43, Scott Benson wrote: >>> No update on this? >>> >>> -- >>> Scott Benson >>> A1 Networks >>> (707)570-2021 x203 >>> >>> >>> On 8/2/11 2:13 PM, Scott Benson wrote: Is it possible to get custom information inside the "Query Builder"? We are trying to get "time worked" based on transactions between a time frame to show in a custom search. Basically we want to have a page for clients to log in with their user/pass and see a page that shows, tickets with time added between 2011-07-01 and 2011-07-31, and run a sum on the time. We have a query that works, but it requires joining Tickets and Transactions, and selecting information from the Transactions database. Does anyone know of a way that this can be accomplished. Thanks in advance. >> >> >> >> 2011 Training: http://bestpractical.com/services/training.html >> > > > 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Saved Search with more information
Thanks for the reply Gerard. Not sure what ColumnMap is, but basically what we're looking to do is only list tickets in a "custom search" that have had time worked, within a certain time frame. Also showing the Sum(Transactions.TimeWorked) as a field. This can be accomplished via Mysql because you can join databases and select data on a per transaction level. Example Mysql Code: select Tickets.EffectiveId, Tickets.Subject, Tickets.LastUpdated, Transactions.Created, sum(Transactions.TimeTaken) from Tickets left join Transactions on Tickets.id = Transactions.ObjectId where Transactions.Created between DATE_FORMAT(NOW(),"%Y-%m-01") - interval 0 month and DATE_FORMAT(NOW(),"%Y-%m-01") - interval -1 month group by Tickets.EffectiveId; Example Mysql Output: +-++--+-+-+ | EffectiveId | Subject | LastUpdated | Created | sum(Transactions.TimeTaken) | +-++--+-+-+ | 21984 | Example Ticket 1 | 2011-08-03 23:56:50 | 2011-08-03 00:02:50 | 510 | | 23322 | Example Ticket 2 | 2011-08-06 00:11:39 | 2011-08-03 00:52:14 | 480 | | 25497 | Example Ticket 3 | 2011-08-01 22:25:10 | 2011-08-01 22:25:10 | 180 | | 29560 | Example Ticket 4 | 2011-08-02 00:16:59 | 2011-08-02 00:16:58 | 45 | +-++--+-+-+ 4 rows in set (0.13 sec) I hope this information helps. -- Scott Benson A1 Networks (707)570-2021 x203 On 8/8/11 8:34 AM, Gerard FENELON wrote: I am not sure but you might be looking for ColumnMap Gerard On 2011-08-05 17:43, Scott Benson wrote: No update on this? -- Scott Benson A1 Networks (707)570-2021 x203 On 8/2/11 2:13 PM, Scott Benson wrote: Is it possible to get custom information inside the "Query Builder"? We are trying to get "time worked" based on transactions between a time frame to show in a custom search. Basically we want to have a page for clients to log in with their user/pass and see a page that shows, tickets with time added between 2011-07-01 and 2011-07-31, and run a sum on the time. We have a query that works, but it requires joining Tickets and Transactions, and selecting information from the Transactions database. Does anyone know of a way that this can be accomplished. Thanks in advance. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Help with Saved Search
I ended up with a few saved searches and ended up deleting them and recreating the "Unowned Tickets" search manually and saved it under System Searches. Back to normal…thanks. Patrick From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Monday, August 08, 2011 10:17 AM To: Patrick Fish Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help with Saved Search After deleting condition you should update saved search. Regards, Ruslan. From phone. 08.08.2011 21:11 пользователь "Patrick Fish" mailto:pof...@ucdavis.edu>> написал: > Hi, > > This is embarrassing. I noticed this morning that my "N newest unowned > tickets" search on my RT at a glance page was only listing tickets from one > queue. I went and edited the predefined search itself: Search - Unowned > Tickets, and it's defined like this: > > > Owner = 'Nobody' > AND ( > Status = 'new' > OR Status = 'open' > AND Queue = 'xxx' < I see the problem! > > I'm at a loss on how to revert this search - I've tried deleting that > criteria but that seems to only affect the search at that time - not at the > RT at a Glance page. It looks like it's saved in RT System's saved searches, > deleting/re-adding a search of the same name doesn't help either. Any > pointers? > > > Thanks, > Patrick > > > 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Help with Saved Search
After deleting condition you should update saved search. Regards, Ruslan. From phone. 08.08.2011 21:11 пользователь "Patrick Fish" написал: > Hi, > > This is embarrassing. I noticed this morning that my "N newest unowned tickets" search on my RT at a glance page was only listing tickets from one queue. I went and edited the predefined search itself: Search - Unowned Tickets, and it's defined like this: > > > Owner = 'Nobody' > AND ( > Status = 'new' > OR Status = 'open' > AND Queue = 'xxx' < I see the problem! > > I'm at a loss on how to revert this search - I've tried deleting that criteria but that seems to only affect the search at that time - not at the RT at a Glance page. It looks like it's saved in RT System's saved searches, deleting/re-adding a search of the same name doesn't help either. Any pointers? > > > Thanks, > Patrick > > > 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Help with Saved Search
Hi, This is embarrassing. I noticed this morning that my "N newest unowned tickets" search on my RT at a glance page was only listing tickets from one queue. I went and edited the predefined search itself: Search - Unowned Tickets, and it's defined like this: Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open' AND Queue = 'xxx' < I see the problem! I'm at a loss on how to revert this search - I've tried deleting that criteria but that seems to only affect the search at that time - not at the RT at a Glance page. It looks like it's saved in RT System's saved searches, deleting/re-adding a search of the same name doesn't help either. Any pointers? Thanks, Patrick 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Help with scrip for Custom Field
Kevin, Thanks. Sorry for the ignorant questions. I'm not a perl programmer. I just try to cobble examples together and test them out. I'll look thru that. Hopefully there's an example of "limit" code for images. Thanks again. Kenn LBNL On Mon, Aug 8, 2011 at 9:38 AM, Kevin Falcone wrote: > On Mon, Aug 08, 2011 at 09:23:03AM -0700, Kenneth Crocker wrote: > > > >I don't understand the term "limitdown", but I'll try to create a > loop. Am I correct with the > >code > >"Attachments->First->ContentType(Value => 'image/gif')" and should > that be the main condition > >in the loop (got an example)? > > Limit meaning add Limits to only get images back first > > That code is not correct, see my description of what it is doing in my > original mail (quoted below). > > > Your code gets the first attachment and then calls the ContentType > > method on it (which takes no arguments) and that returns the > > Content-Type of multipart/mixed, which is expected. > > There should be examples in the wiki and the list archive of looping > through attachments. > > -kevin > > > > 2011 Training: http://bestpractical.com/services/training.html > 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Help with scrip for Custom Field
On Mon, Aug 08, 2011 at 09:23:03AM -0700, Kenneth Crocker wrote: > >I don't understand the term "limitdown", but I'll try to create a loop. Am > I correct with the >code >"Attachments->First->ContentType(Value => 'image/gif')" and should that be > the main condition >in the loop (got an example)? Limit meaning add Limits to only get images back first That code is not correct, see my description of what it is doing in my original mail (quoted below). > Your code gets the first attachment and then calls the ContentType > method on it (which takes no arguments) and that returns the > Content-Type of multipart/mixed, which is expected. There should be examples in the wiki and the list archive of looping through attachments. -kevin pgpcWG2qMUKRF.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Help with scrip for Custom Field
Kevin, I don't understand the term "limitdown", but I'll try to create a loop. Am I correct with the code "Attachments->First->ContentType(Value => 'image/gif')" and should that be the main condition in the loop (got an example)? Thanks. Kenn LBNL On Mon, Aug 8, 2011 at 7:43 AM, Kevin Falcone wrote: > On Fri, Aug 05, 2011 at 03:18:54PM -0700, Kenneth Crocker wrote: > >To all, > > > >I have a Custom Field with the type=Upload multiple images. I want to > put in an attachment > >(gif or jpeg) from an email. > >The scrip I have written uses this to get the pic: > > > >my $trans = $self->TransactionObj; > >my $pic = $trans->Attachments->First->ContentType(Value => > 'image/gif'); (this 'gif' variation > >was merely to try the concept. I can try variations for jpeg later). > > > >The result was no pic uploaded and next to the CF name (on the ticket > display) was > >'multipart/mixed'. > > > >Inside the Update screen, these was the name of the CF followed by a > checkbox and the > >'multipart/mixed'. > > > >Obviously I'm missing something. I went to Attachments_Overlay.txt and > didn't really see > >anything that helped (obviously - duh). > > Kenn > > Your code gets the first attachment and then calls the ContentType > method on it (which takes no arguments) and that returns the > Content-Type of multipart/mixed, which is expected. > > You need to loop through the attachments and get your gif (or just > Limit down). > > -kevin > > > > > 2011 Training: http://bestpractical.com/services/training.html > 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Saved Search with more information
I am not sure but you might be looking for ColumnMap Gerard On 2011-08-05 17:43, Scott Benson wrote: No update on this? -- Scott Benson A1 Networks (707)570-2021 x203 On 8/2/11 2:13 PM, Scott Benson wrote: Is it possible to get custom information inside the "Query Builder"? We are trying to get "time worked" based on transactions between a time frame to show in a custom search. Basically we want to have a page for clients to log in with their user/pass and see a page that shows, tickets with time added between 2011-07-01 and 2011-07-31, and run a sum on the time. We have a query that works, but it requires joining Tickets and Transactions, and selecting information from the Transactions database. Does anyone know of a way that this can be accomplished. Thanks in advance. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Help with scrip for Custom Field
On Fri, Aug 05, 2011 at 03:18:54PM -0700, Kenneth Crocker wrote: >To all, > >I have a Custom Field with the type=Upload multiple images. I want to put > in an attachment >(gif or jpeg) from an email. >The scrip I have written uses this to get the pic: > >my $trans = $self->TransactionObj; >my $pic = $trans->Attachments->First->ContentType(Value => 'image/gif'); > (this 'gif' variation >was merely to try the concept. I can try variations for jpeg later). > >The result was no pic uploaded and next to the CF name (on the ticket > display) was >'multipart/mixed'. > >Inside the Update screen, these was the name of the CF followed by a > checkbox and the >'multipart/mixed'. > >Obviously I'm missing something. I went to Attachments_Overlay.txt and > didn't really see >anything that helped (obviously - duh). Kenn Your code gets the first attachment and then calls the ContentType method on it (which takes no arguments) and that returns the Content-Type of multipart/mixed, which is expected. You need to loop through the attachments and get your gif (or just Limit down). -kevin pgpAqZapmpzRT.pgp Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Submitting tickets via emai is causing rt-server.fcgi to hang
Please keep messages on the list so people can find resolutions later. On 08/07/2011 05:55 AM, Charlie Garrison wrote: > Thanks for looking at the problem. I've continued my troubleshooting, > and today I found the culprit. There was a scrip which was spinning > (while loop). I disabled that and everything is working fine. > > I didn't investigate why that scrip wasn't working since it's not needed > any longer anyway. (I saw it contained a while loop and considered it a > suspect.) I'm glad you found the problem, and that it wasn't an issue with RT itself. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Error message
By default RT4 installs into /opt/rt4/, in errors you have /opt/rt3. You probably misconfigured server. On Mon, Aug 8, 2011 at 4:40 PM, Ich Wersonst wrote: > No, it's a complete new installation. > > I just accidentally used "rt3" as folder name during installation in the > configure file. > > --- Ruslan Zakirov ** schrieb am *Mo, 8.8.2011: > * > > * > Von: Ruslan Zakirov > Betreff: Re: [rt-users] Error message > An: "Ich Wersonst" > CC: rt-users@lists.bestpractical.com > Datum: Montag, 8. August, 2011 11:24 Uhr > > * > > *Have you installed rt4 on top of rt3?* > > *Regards, Ruslan. From phone.* > *08.08.2011 15:18 пользователь "Ich Wersonst" > http://mc/compose?to=vibeinject...@yahoo.com>> > написал: > > Hello, > > > > I'm using RT 4.0.1. > > > > I get the following error messages in my Apache error_log while trying to > start RT via Browser : > > > > [error] [client 192.20.8.83] Error while loading /opt/rt3/sbin/rt-server: > Attempt to reload RT/CurrentUser.pm aborted.\nCompilation failed in require > at /opt/rt3/sbin/../lib/RT/Handle.pm line 238.\n > > > > Does anyone know how to solve this problem? > > > * > > -- Best regards, Ruslan. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Error message
No, it's a complete new installation. I just accidentally used "rt3" as folder name during installation in the configure file. --- Ruslan Zakirov schrieb am Mo, 8.8.2011: Von: Ruslan Zakirov Betreff: Re: [rt-users] Error message An: "Ich Wersonst" CC: rt-users@lists.bestpractical.com Datum: Montag, 8. August, 2011 11:24 Uhr Have you installed rt4 on top of rt3? Regards, Ruslan. From phone. 08.08.2011 15:18 пользователь "Ich Wersonst" написал: > Hello, > > I'm using RT 4.0.1. > > I get the following error messages in my Apache error_log while trying to > start RT via Browser : > > [error] [client 192.20.8.83] Error while loading /opt/rt3/sbin/rt-server: > Attempt to reload RT/CurrentUser.pm aborted.\nCompilation failed in require > at /opt/rt3/sbin/../lib/RT/Handle.pm line 238.\n > > Does anyone know how to solve this problem? > 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Error message
Have you installed rt4 on top of rt3? Regards, Ruslan. From phone. 08.08.2011 15:18 пользователь "Ich Wersonst" написал: > Hello, > > I'm using RT 4.0.1. > > I get the following error messages in my Apache error_log while trying to start RT via Browser : > > [error] [client 192.20.8.83] Error while loading /opt/rt3/sbin/rt-server: Attempt to reload RT/CurrentUser.pm aborted.\nCompilation failed in require at /opt/rt3/sbin/../lib/RT/Handle.pm line 238.\n > > Does anyone know how to solve this problem? > 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Error message
Hello, I'm using RT 4.0.1. I get the following error messages in my Apache error_log while trying to start RT via Browser : [error] [client 192.20.8.83] Error while loading /opt/rt3/sbin/rt-server: Attempt to reload RT/CurrentUser.pm aborted.\nCompilation failed in require at /opt/rt3/sbin/../lib/RT/Handle.pm line 238.\n Does anyone know how to solve this problem? 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Problem with mailx and no Recipients found
Hello Sirs! I've got some trouble with sending Emails out of my rt4 installation. It's installed on the latest ubuntu version, everything works quite well, except of sending emails. I collect my emails with fetchmail. Emails sending is done with postfix and mailx, if i type "mailx -s "asdf" m...@email.com It works perfectly. Postfix is configured as a smart host. If I want to send email over RT, it says the following in syslog: Aug 8 11:20:01 rt CRON[2462]: (smmsp) CMD (test -x /etc/init.d/sendmail && /usr/share/sendmail/sendmail cron-msp) Aug 8 11:20:02 rt postfix/pickup[1475]: BED152896E: uid=114 from= Aug 8 11:20:02 rt postfix/cleanup[2482]: BED152896E: message-id=<20110808092002.bed1528...@rt.ad.kittel> Aug 8 11:20:03 rt postfix/qmgr[1476]: BED152896E: from=, size=654, nrcpt=1 (queue active) Aug 8 11:20:03 rt postfix/smtp[2484]: BED152896E: to=, orig_to=, relay=192.168.201.13[192.168.201.13]:25, delay=0.96, delays=0.54/0.1/0.23/0.1, dsn=5.0.0, status=bounced (host 192.168.201.13[192.168.201.13] said: 550 No such recipient (in reply to RCPT TO command)) Aug 8 11:20:03 rt postfix/cleanup[2482]: 79B1D2896F: message-id=<20110808092003.79b1d28...@rt.ad.kittel> Aug 8 11:20:03 rt postfix/qmgr[1476]: 79B1D2896F: from=<>, size=2517, nrcpt=1 (queue active) Aug 8 11:20:03 rt postfix/bounce[2485]: BED152896E: sender non-delivery notification: 79B1D2896F Aug 8 11:20:03 rt postfix/qmgr[1476]: BED152896E: removed Aug 8 11:20:03 rt postfix/smtp[2484]: 79B1D2896F: to=, relay=192.168.201.13[192.168.201.13]:25, delay=0.31, delays=0/0/0.26/0.04, dsn=5.0.0, status=bounced (host 192.168.201.13[192.168.201.13] said: 550 No such recipient (in reply to RCPT TO command)) Aug 8 11:20:03 rt postfix/qmgr[1476]: 79B1D2896F: removed Aug 8 11:20:13 rt RT: #7/130 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Aug 8 11:20:13 rt RT: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) Aug 8 11:20:13 rt RT: #7/130 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Aug 8 11:20:13 rt RT: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) Aug 8 11:20:13 rt RT: #7/130 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Aug 8 11:20:13 rt RT: No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) This is my RT_SiteConfig.pm Set( $DatabaseUser, 'rt_user' ); Set( $CorrespondAddress, 'supp...@binder-group.de' ); Set( $rtname, 'binder-group.de' ); Set( $DatabaseRequireSSL, '0' ); Set( $WebPort, '80' ); Set( $Organization, 'binder-group.de' ); Set( $DatabaseType, 'Pg' ); Set( $DatabasePort, '' ); Set( $DatabasePassword, 'rt' ); Set( $DatabaseAdmin, 'postgres' ); Set( $WebDomain, '172.16.200.91'); Set( $DatabaseAdminPassword, 'post' ); Set( $CommentAddress, 'support-kommen...@binder-group.de' ); Set( $DatabaseHost, 'localhost' ); Set( $DatabaseName, 'rt4' ); Set( $OwnerEmail, 'christian.ba...@binder-group.de' ); Set( $MailCommand , 'sendmailpipe'); Set( $SendmailArguments , "-t"); Set( $SendmailPath , "/usr/bin/mailx-wrapper"); Set($LogToSyslog, 'info'); Set($LogToFile , 'debug'); #debug is very noisy Set($LogDir, '/opt/rt4/var/log'); Set($LogToFileNamed , "rt.log");#log to rt.log 1; Set($RTAddressRegexp , '^support(-kommentar)?\@(binder-group\.de)$'); My mailx-wrapper looks like this #!/bin/bash # do not query a resource file export MAILRC=/dev/null # send email directly to a remote smtp smarthost export smtp=192.168.201.13 # make mailx accept 8-bit content - in this case for German umlauts etc. export LC_CTYPE=de_DE.iso88591 # send the email (since this is the first real command executed in the script, it will receive the email content from STDIN) /usr/bin/mailx -n -t # log a line to syslog for debugging purposes /usr/bin/logger -t RTmailer -p syslog.info -- CALL /usr/bin/mailx -n -t "$@" RETURNED $? Thank you in advance! 2011 Training: http://bestpractical.com/services/training.html
