Re: [rt-users] RT4 add attachments to reply/comment
Hi Kevin,
Many thanks for the below. We have resolved this with the below
"Correspondence" Queue Template header;
Subject: AutoReply: {$Ticket->Subject}
RT-Attach-Message: yes
Content-Type: text/html
Thanks to everyone who helped out with this.
Kind regards
Jo
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Wednesday, 10 August 2011 10:12 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT4 add attachments to reply/comment
On Wed, Aug 10, 2011 at 08:31:54AM +1000, Joanne Keown wrote:
>OK, I've removed "Content:" and left the line in between (see below) but
> the email is still
>coming through without the attachment L.
>
>
>Subject: AutoReply: {$Ticket->Subject}
>Content-Type: text/html
>RT-Attach-Message: yes
Hopefully outlook is mangling your whitespace, since it's important that it be
top of template
Subject:
Content-Type
RT-Attach-Message
content
>RT-Attachment: 459/7206/4826
>
>Does the reference to "RT-Attachment: 459/7206/4826" above mean that the
> attachment I uploaded
>into the Reply screen has been attached to the email (at least at that
> point)? Should I be
>looking for a further reference to the attachment also in the Console
> output log too?
As you noted, on Ticket 459, Transaction 7206 had Attachment 4826 You can look
those up in the database by id.
You're showing us the "Show outoing mail" emails, correct?
You need to show the headers from the actual mail as received by the outside
recipients.
You'll also see a lot on the console in the debug log
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT Email temp fail with ExternalAuth and Auth::MailFrom
On Wed, Aug 03, 2011 at 11:08:46AM -0400, Shawn Plummer wrote: > Patch worked! Thanks! > Will that patch be in the next commandbyemail release, or is this too special > a case? This and a few updates are in the 0.10 release > On Aug 3, 2011, at 10:17 AM, Kevin Falcone wrote: > > > On Tue, Aug 02, 2011 at 07:35:10PM -0400, Shawn Plummer wrote: > >> I don't see anything specific about what user it is going to run as. I do > >> see a warning about use of an uninitialized value. > > > > Your log is only catching warnings, not the debug logging lines that > > are causing the warnings. > > > > You need to configure your logging system to capture the debugging, or > > log to something that doesn't strip debug messages. > > > > -kevin > > > >> rt4devel_error_log:[Tue Aug 02 16:02:39 2011] [warn] [client 137.238.2.10] > >> mod_fcgid: stderr: [Tue > >> Aug 2 20:02:39 2011] [error]: Filter::TakeAction executed when > >> CurrentUser (actor) is not authoriz > >> ed. Most probably you want to add Auth::MailFrom plugin before > >> Filter::TakeAction in the @MailPlugi > >> ns config. > >> (/opt/rt4devel/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/Ta > >> keAction.pm:152) > >> rt4devel_error_log:[Tue Aug 02 16:05:17 2011] [warn] [client 137.238.2.10] > >> mod_fcgid: stderr: [Tue > >> Aug 2 20:05:17 2011] [warning]: Use of uninitialized value $1 in > >> concatenation (.) or string at /o > >> pt/rt4devel/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm > >> li > >> ne 206. > >> (/opt/rt4devel/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeA > >> ction.pm:206) > >> rt4devel_error_log:[Tue Aug 02 16:05:17 2011] [warn] [client 137.238.2.10] > >> mod_fcgid: stderr: [Tue > >> Aug 2 20:05:17 2011] [warning]: Use of uninitialized value $2 in > >> concatenation (.) or string at /o > >> pt/rt4devel/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/T > >> rt4devel_error_log:[Tue Aug 02 16:05:19 2011] [warn] [client 137.238.2.10] > >> mod_fcgid: stderr: akeAc > >> tion.pm line 206. > >> (/opt/rt4devel/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Fi > >> lter/TakeAction.pm:206) > >> rt4devel_error_log:[Tue Aug 02 16:18:08 2011] [warn] [client 137.238.2.10] > >> mod_fcgid: stderr: [Tue > >> Aug 2 20:18:08 2011] [warning]: Use of uninitialized value in > >> concatenation (.) or string at /opt/ > >> rt4devel/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm > >> l > >> rt4devel_error_log:[Tue Aug 02 16:18:08 2011] [warn] [client 137.238.2.10] > >> mod_fcgid: stderr: ine 1 > >> 84. > >> (/opt/rt4devel/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeActio > >> n.pm:184) > >> > >> - Shawn > >> > >> On Aug 2, 2011, at 5:01 PM, Kevin Falcone > >> wrote: > >> > >>> On Tue, Aug 02, 2011 at 04:23:50PM -0400, Shawn Plummer wrote: > I am pretty certain I have something configured incorrectly regarding > commandbyemail 0.9 ExternalAuth 0.9 and RT 4.0.1 (though its a problem > for me with our 3.8 installation) > > Our externalauth plugin is configured to not create users that do not > exist in our AD server. We don't want a user to end up with multiple rt > accounts if they send from their campus email then from their home > account then from a different account etc. Sending with a valid AD > account works fine and commandbyemail processes emails just fine. > > However this causes a problem with email when sending an email as a non > valid AD user. I get this error. > > Aug 2 16:18:08 rtdevel postfix/local[3050]: B534D5A57E: > to=, relay=local, delay=2.2, > delays=1.6/0.02/0/0.62, dsn=4.3.0, status=deferred (temporary failure. > Command output: RT server error. The RT server which handled your email > did not behave as expected. It said: Can't call method "HasRight" on an > undefined value at /opt/rt4devel/sbin/../lib/RT/User.pm line 1206. > Stack: [/opt/rt4devel/sbin/../lib/RT/User.pm:1206] > [/opt/rt4devel/sbin/../lib/RT/Queue.pm:1262] > [/opt/rt4devel/sbin/../lib/RT/Queue.pm:1229] > [/opt/rt4devel/sbin/../lib/RT/Queue.pm:657] > [/opt/rt4devel/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:496] > [/opt/rt4devel/sbin/../lib/RT/Interface/Email.pm:1612] > [/opt/rt4devel/sbin/../lib/RT/Interface/Email.pm:1429] > [/opt/rt4devel/share/html/REST/1.0/NoAuth/mail-gateway:61] ) > > The problem is because its status is deferred the user gets spammed with > failure messages every time the queue runs till the deferred message is > out of the queue. It only seems to set it to deferred when I have the > mail plugins Auth::MailFrom Filter::TakeAction enabled. if I disable > them it just f
Re: [rt-users] Upgrade to 4.01 MySQL questoin
On Tue, Aug 09, 2011 at 02:56:52PM -0700, Paul O'Rorke wrote: >no - actually I'm not. I guess I have to change my plan. > >I had thought to import the data - spend some time setting up 4.01 as I > wanted then update the >DB by running the import again. I guess this is not such a good idea. I'm > thinking then that >I'll have to make careful note of the set up changes and do it all in one > 'fell swoop'... I'm curious how you were going to 'run the import again' to pick up the 3.8.4 data, especially considering the numerous schema changes. >Unless there is a way to update my imported and 'patched' 4.01 DB with a > 3.8.4 dump just to >get the most recent changes. > >Does what I'm trying to do make sense? You can't just somehow apply the new data in your 3.8.4 database to your 4.0.1 database and rerun part of the upgrader. You'll need to document your upgrade process and run it in one process. -kevin pgpDXObRwLlBv.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT4 add attachments to reply/comment
On Wed, Aug 10, 2011 at 08:31:54AM +1000, Joanne Keown wrote:
>OK, I've removed "Content:" and left the line in between (see below) but
> the email is still
>coming through without the attachment L.
>
>
>Subject: AutoReply: {$Ticket->Subject}
>Content-Type: text/html
>RT-Attach-Message: yes
Hopefully outlook is mangling your whitespace, since it's important
that it be
top of template
Subject:
Content-Type
RT-Attach-Message
content
>RT-Attachment: 459/7206/4826
>
>Does the reference to "RT-Attachment: 459/7206/4826" above mean that the
> attachment I uploaded
>into the Reply screen has been attached to the email (at least at that
> point)? Should I be
>looking for a further reference to the attachment also in the Console
> output log too?
As you noted, on Ticket 459, Transaction 7206 had Attachment 4826
You can look those up in the database by id.
You're showing us the "Show outoing mail" emails, correct?
You need to show the headers from the actual mail as received by the
outside recipients.
You'll also see a lot on the console in the debug log
-kevin
pgprvAtTuxNKf.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Template Question
On Tue, Aug 09, 2011 at 03:25:46PM -0700, Kenneth Crocker wrote:
>Kevin,
>
>This is the code in the template:
Your question implied you were writing text in the template.
>Resolution Comment:
>{$Ticket->FirstCustomFieldValue('Resolution Description');}
>
>The Custom Field type is "Fill in one wiki text".
>
>When I'm typing in that Custom Field, I don't usually hit return in the
> middle of a sentence.
Hitting return would fix it.
>Any ideas? A Configuration setting, perhaps?
You'll need to wrap the text. There are perl modules for this, however,
most mail readers wrap text, and RT wraps text in the ticket history.
-kevin
pgpDm0JitbkpR.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT4 add attachments to reply/comment
Hi Thomas,
Thanks once again.
OK, I've removed "Content:" and left the line in between (see below) but the
email is still coming through without the attachment :(.
Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
RT-Attach-Message: yes
Below is the extract from the ticket history that was generated from the Reply
action...
Managed-BY: RT 4.0.0 (http://www.bestpractical.com/rt/)
MIME-Version: 1.0
Subject: [diana ferrari: Customer Query #459] Shipping & Refunds
In-Reply-To: <20110808002331.d67c588...@bne3-0003mrs.server-mail.com>
Date: Wed, 10 Aug 2011 08:31:38 +1000
RT-Ticket: rt.coloradogroup.com.au #459
RT-Attachment: 459/7206/4826
References:
<20110808002331.d67c588...@bne3-0003mrs.server-mail.com>
Precedence: bulk
Reply-To: customerserv...@dianaferrari.com.au
Message-ID:
X-RT-Loop-Prevention: rt.coloradogroup.com.au
X-RT-Original-Encoding: utf-8
BCC: jayne.bai...@coloradogroup.com.au, raelene.faulk...@coloradogroup.com.au,
susan.hug...@coloradogroup.com.au
From: "Jo Keown via RT"
Content-Type: text/plain; charset="utf-8"
Content-Transfer-Encoding: 8bit
http://rt.coloradogroup.com.au:8080/Ticket/Display.html?id=459 >
Test number 6: Wooop wp.
Attachment is on this one too.
Does the reference to "RT-Attachment: 459/7206/4826" above mean that the
attachment I uploaded into the Reply screen has been attached to the email (at
least at that point)? Should I be looking for a further reference to the
attachment also in the Console output log too?
Kind regards
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 Thomas Sibley
Sent: Wednesday, 10 August 2011 8:06 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT4 add attachments to reply/comment
On 08/09/2011 05:59 PM, Joanne Keown wrote:
> Many thanks for your response below, however, I don't believe the
> Content has anything to do with this issue. I tried switching the two
> lines around (as shown below) but this stopped the email from working
> all together.
Remove the Content: line entirely, it's useless, and make sure there is
a blank line between the last header (RT-Attach-Message: yes) and your
template text.
> Subject: AutoReply: {$Ticket->Subject}
> Content-Type: text/html
> RT-Attach-Message: yes
> Content:
Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Template Question
Kevin,
This is the code in the template:
Resolution Comment:
{$Ticket->FirstCustomFieldValue('Resolution Description');}
The Custom Field type is "Fill in one wiki text".
When I'm typing in that Custom Field, I don't usually hit return in the
middle of a sentence.
Any ideas? A Configuration setting, perhaps?
Kenn
LBNL
On Tue, Aug 9, 2011 at 2:13 PM, Kevin Falcone wrote:
> On Tue, Aug 09, 2011 at 12:03:05PM -0700, Kenneth Crocker wrote:
> >Silly question from someone who has used RT for so many years. I have
> noticed that the ticket
> >comments that I put into a template for an email doesn't wrap or wraps
> wy out there.
> >What can I do to make it wrap within, lets say, 60 characters?
>
> Hit return when editing, rather than letting it wrap at the edge of
> the box. There are configuration options to change that on ticket
> update/create but not on Template editing.
>
> -kevin
>
>
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Chicago, IL, USA — September 26 & 27, 2011
> * San Francisco, CA, USA — October 18 & 19, 2011
> * Washington DC, USA — October 31 & November 1, 2011
> * Melbourne VIC, Australia — November 28 & 29, 2011
> * Barcelona, Spain — November 28 & 29, 2011
>
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Shredder not deleting some transactions
Ruslan, Well, to be honest, I can't blame Shredder. Some years ago a person here deleted some users, etc manually. I'm using Shredder to clean it all up. So I'm sure there were some disconnects left in there. Thanks. Kenn LBNL On Tue, Aug 9, 2011 at 3:07 PM, Ruslan Zakirov wrote: > Hello, > > On Tue, Aug 9, 2011 at 11:37 PM, Kenneth Crocker > wrote: > > To list, > > > > I've been shredding a whole bunch of tickets and that seems to be working > > fine. I can't see them in the WebUI or the DataBase. However, some of the > > transaction records are NOT being deleted, like the ones setting a new > value > > for a ticket CF and in some cases a "Create" and some setting ticket > values > > as well. > > If shredder doesn't delete some transactions then you should report a bug > with > additional details about reproducing it. > > > What I want to know is if I go into the DataBase and just delete these > > transaction records, will anything nefarious happen? I mean there are no > > ticket records for them to relate for history purposes? > > > > Also, can I do the same for any Attachments for these transactions? > > Before you start deleting things manually check database with rt-validator > tool. > RT 3.8+ only, old shredder's validator is useless. > > > Thanks. > > > > Kenn > > LBNL > > -- > Best regards, Ruslan. > RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Shredder not deleting some transactions
Hello, On Tue, Aug 9, 2011 at 11:37 PM, Kenneth Crocker wrote: > To list, > > I've been shredding a whole bunch of tickets and that seems to be working > fine. I can't see them in the WebUI or the DataBase. However, some of the > transaction records are NOT being deleted, like the ones setting a new value > for a ticket CF and in some cases a "Create" and some setting ticket values > as well. If shredder doesn't delete some transactions then you should report a bug with additional details about reproducing it. > What I want to know is if I go into the DataBase and just delete these > transaction records, will anything nefarious happen? I mean there are no > ticket records for them to relate for history purposes? > > Also, can I do the same for any Attachments for these transactions? Before you start deleting things manually check database with rt-validator tool. RT 3.8+ only, old shredder's validator is useless. > Thanks. > > Kenn > LBNL -- Best regards, Ruslan. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT4 add attachments to reply/comment
On 08/09/2011 05:59 PM, Joanne Keown wrote:
> Many thanks for your response below, however, I don't believe the
> Content has anything to do with this issue. I tried switching the two
> lines around (as shown below) but this stopped the email from working
> all together.
Remove the Content: line entirely, it's useless, and make sure there is
a blank line between the last header (RT-Attach-Message: yes) and your
template text.
> Subject: AutoReply: {$Ticket->Subject}
> Content-Type: text/html
> RT-Attach-Message: yes
> Content:
Thomas
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT4 add attachments to reply/comment
Hi Thomas and RT guru's,
Many thanks for your response below, however, I don't believe the Content has
anything to do with this issue. I tried switching the two lines around (as
shown below) but this stopped the email from working all together.
Subject: AutoReply: {$Ticket->Subject}
Content-Type: text/html
RT-Attach-Message: yes
Content:
The email content is coming through OK but just not with the attachment; there
are no errors in the Console output log either. I'm not sure what I should be
looking for, however, it would appear (to us) that RT isn't attaching these
when sending the email - even thought the ticket History is indicating that it
should be. Help? :)
If anyone has crossed this bridge before then I would love to hear from you.
Kind regards
Jo
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley
Sent: Tuesday, 9 August 2011 8:29 AM
To: rt-users@lists.bestpractical.com
Subject: 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
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
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Upgrade to 4.01 MySQL questoin
no - actually I'm not. I guess I have to change my plan. I had thought to import the data - spend some time setting up 4.01 as I wanted then update the DB by running the import again. I guess this is not such a good idea. I'm thinking then that I'll have to make careful note of the set up changes and do it all in one 'fell swoop'... Unless there is a way to update my imported and 'patched' 4.01 DB with a 3.8.4 dump just to get the most recent changes. Does what I'm trying to do make sense? Thanks for the excellent help thus far btw. Paulo On Tue, Aug 9, 2011 at 2:16 PM, Kevin Falcone wrote: > On Tue, Aug 09, 2011 at 12:27:03PM -0700, Paul O'Rorke wrote: > >[Tue Aug 9 02:42:25 2011] [warning]: DBD::mysql::st execute failed: > Unknown column > >'main.DelegatedBy' in 'where clause' at > > This implies that you have a partially upgraded database, since this > column is deleted in 3.9.3 > > Are you sure you're starting from a fully-clean restore of your 3.8.4 > dump? You want to ensure that no existing tables are in your DB. > > -kevin > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA — September 26 & 27, 2011 > * San Francisco, CA, USA — October 18 & 19, 2011 > * Washington DC, USA — October 31 & November 1, 2011 > * Melbourne VIC, Australia — November 28 & 29, 2011 > * Barcelona, Spain — November 28 & 29, 2011 > RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT 3.8.10 is setting a CF value on new ticket creation?
On Tue, Aug 09, 2011 at 02:59:44PM -0400, Jeff Blaine wrote:
> I'm confused and can't see that I am doing anything
> wrong. Either I *am* doing something wrong, or there's
> a really bizarre bug in 3.8.10. Surely it's the former.
Since you don't say what the condition of the Scrip is, it's hard to
know what the TransactionObj actually is, and whether or not it's
relevant.
But without knowing more about the contents of Transactions and
ObjectCustomFieldValues I'd be guessing at problems.
-kevin
> The following scrip reports (as we expect in our specific
> test cases):
>
> No match, Discovery Method left alone
> Old '' New ''
>
> Yet the CF named 'Discovery Method' is in fact being set
> to a value when a new ticket is created. The value set
> seems random and is not the same thing with each new
> ticket.
>
> We have no other scrips that concern themselves with this
> field. Does anyone have any ideas?
>
> # ... a bunch of tests here to set Discovery Method based
> # ... on whether the ticket subject matches a regex or not
> if ($matched == 0) {
> $RT::Logger->info("No match, Discovery Method left alone");
> }
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $testcf = new RT::CustomField($RT::SystemUser);
>
> $testcf->LoadByName(Queue => $ticket->QueueObj->id,
> Name => "Discovery Method");
> my $oldv = trim($self->TransactionObj->OldValue());
> my $newv = trim($self->TransactionObj->NewValue());
> $RT::Logger->info("Old '$oldv' New '$newv'");
>
> return 1;
>
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Chicago, IL, USA September 26 & 27, 2011
> * San Francisco, CA, USA October 18 & 19, 2011
> * Washington DC, USA October 31 & November 1, 2011
> * Melbourne VIC, Australia November 28 & 29, 2011
> * Barcelona, Spain November 28 & 29, 2011
pgpjqWDQvF0nk.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Upgrade to 4.01 MySQL questoin
On Tue, Aug 09, 2011 at 12:27:03PM -0700, Paul O'Rorke wrote: >[Tue Aug 9 02:42:25 2011] [warning]: DBD::mysql::st execute failed: > Unknown column >'main.DelegatedBy' in 'where clause' at This implies that you have a partially upgraded database, since this column is deleted in 3.9.3 Are you sure you're starting from a fully-clean restore of your 3.8.4 dump? You want to ensure that no existing tables are in your DB. -kevin pgpK7S8VIyOLG.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Copying attachments from parent to child tickets
I am not able to copy the attachments of the parent ticket on to the child ticket, hopefully someone will help me out. Let me first explain the scenario: A ticket will be created in queue q1, it will go through multiple approval processes, upon approval of all approval tickets, I'll create child tickets in q2 and copy the attachments of tickets from q1. I wrote a scrip in '___Approvals' queue and checking the condition if all the approvals are cleared, then in the action I am creating the child tickets. Can someone please tell me how to copy the attachments of the ticket that is approved on to this child tickets? Thanks Naweed - The information contained in this e-mail message is intended only for the personal and confidential use of the recipient(s) named above. This message may be an attorney-client communication and/or work product and as such is privileged and confidential. If the reader of this message is not the intended recipient or an agent responsible for delivering it to the intended recipient, you are hereby notified that you have received this document in error and that any review, dissemination, distribution, or copying of this message is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail, and delete the original message. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Template Question
On Tue, Aug 09, 2011 at 12:03:05PM -0700, Kenneth Crocker wrote: >Silly question from someone who has used RT for so many years. I have > noticed that the ticket >comments that I put into a template for an email doesn't wrap or wraps > wy out there. >What can I do to make it wrap within, lets say, 60 characters? Hit return when editing, rather than letting it wrap at the edge of the box. There are configuration options to change that on ticket update/create but not on Template editing. -kevin pgp9jbDmhdlZu.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT4 add attachments to reply/comment
How can I get the default template for the reply or comment actions?
I've been changing all the templates to see if I can get to the one
that its using on those actions and still I cant get the attachments
for that ticket
Joy Dragon unki no ryoushi
On Mon, Aug 8, 2011 at 6:29 PM, Thomas Sibley wrote:
> 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
>
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT 3.8.10 is setting a CF value on new ticket creation?
Perhaps this is somehow related? We're seeing these
sometimes, but definitely not with each new ticket
creation:
[Tue Aug 9 19:20:17 2011] [warning]: Use of uninitialized value in
string ne at /apps/rt/bin/../lib/RT/Rule.pm line 59.
(/apps/rt/bin/../lib/RT/Rule.pm:59)
line 59 of /apps/rt/bin/../lib/RT/Rule.pm:59 says:
return (0) if $self->_Queue && $self->TicketObj->QueueObj->Name ne
$self->_Queue;
On 8/9/2011 3:30 PM, Jeff Blaine wrote:
In fact, if I set this scrip to 'disabled',
'Discovery Method' still gets set to a value
upon new ticket creation.
This is not happening on our RT 3.8.7 production
box. It is only happening with our 3.8.10
test instance.
On 8/9/2011 3:25 PM, Jeff Blaine wrote:
On 8/9/2011 3:07 PM, Kenneth Crocker wrote:
Jeff,
I need more info. Are you saying the CF IS changed but a template or
email says it isn't or what. Or are you saying the CF is changed and
then gets unchanged?
'Discovery Method' is a CF of type 'multiple values' that
applies to Tickets.
The scrip sets 'Discovery Method' to a value *IF* the subject
of the ticket matches a certain regex (let's say /foo bar/).
I'm saying the following:
If I make a ticket via email with subject "WONT_MATCH_REGEX",
our scrip runs, logs that it did not change the CF value,
and logs the proof of that by showing OldValue and NewValue
just as the scrip is exiting.
No match, Discovery Method left alone
Old '' New ''
Looking at the brand new ticket in the web UI shows that
'Discovery Method' *HAS* been set to one of its possible
values.
> It isn't clear to me what is exactly happening.
Also, what is it the scrip is supposed to do?
> You don't shop any code that shows what happens to $oldy or $newy.
The code shows that the scrip returns 1 right after I
show $oldv and $newv. I'm not doing anything with
$oldv and $newv other than logging them as proof that
the value was not modified.
Kenn
LBNL
On Tue, Aug 9, 2011 at 11:59 AM, Jeff Blaine mailto:jbla...@kickflop.net>> wrote:
I'm confused and can't see that I am doing anything
wrong. Either I *am* doing something wrong, or there's
a really bizarre bug in 3.8.10. Surely it's the former.
The following scrip reports (as we expect in our specific
test cases):
No match, Discovery Method left alone
Old '' New ''
Yet the CF named 'Discovery Method' is in fact being set
to a value when a new ticket is created. The value set
seems random and is not the same thing with each new
ticket.
We have no other scrips that concern themselves with this
field. Does anyone have any ideas?
# ... a bunch of tests here to set Discovery Method based
# ... on whether the ticket subject matches a regex or not
if ($matched == 0) {
$RT::Logger->info("No match, Discovery Method left alone");
}
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $testcf = new RT::CustomField($RT::__SystemUser);
$testcf->LoadByName(Queue => $ticket->QueueObj->id,
Name => "Discovery Method");
my $oldv = trim($self->TransactionObj->__OldValue());
my $newv = trim($self->TransactionObj->__NewValue());
$RT::Logger->info("Old '$oldv' New '$newv'");
return 1;
RT Training Sessions
(http://bestpractical.com/__services/training.html
)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA — September 26& 27, 2011
* San Francisco, CA, USA — October 18& 19, 2011
* Washington DC, USA — October 31& November 1, 2011
* Melbourne VIC, Australia — November 28& 29, 2011
* Barcelona, Spain — November 28& 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
[rt-users] Shredder not deleting some transactions
To list, I've been shredding a whole bunch of tickets and that seems to be working fine. I can't see them in the WebUI or the DataBase. However, some of the transaction records are NOT being deleted, like the ones setting a new value for a ticket CF and in some cases a "Create" and some setting ticket values as well. What I want to know is if I go into the DataBase and just delete these transaction records, will anything nefarious happen? I mean there are no ticket records for them to relate for history purposes? Also, can I do the same for any Attachments for these transactions? Thanks. Kenn LBNL RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT 3.8.10 is setting a CF value on new ticket creation?
In fact, if I set this scrip to 'disabled',
'Discovery Method' still gets set to a value
upon new ticket creation.
This is not happening on our RT 3.8.7 production
box. It is only happening with our 3.8.10
test instance.
On 8/9/2011 3:25 PM, Jeff Blaine wrote:
On 8/9/2011 3:07 PM, Kenneth Crocker wrote:
Jeff,
I need more info. Are you saying the CF IS changed but a template or
email says it isn't or what. Or are you saying the CF is changed and
then gets unchanged?
'Discovery Method' is a CF of type 'multiple values' that
applies to Tickets.
The scrip sets 'Discovery Method' to a value *IF* the subject
of the ticket matches a certain regex (let's say /foo bar/).
I'm saying the following:
If I make a ticket via email with subject "WONT_MATCH_REGEX",
our scrip runs, logs that it did not change the CF value,
and logs the proof of that by showing OldValue and NewValue
just as the scrip is exiting.
No match, Discovery Method left alone
Old '' New ''
Looking at the brand new ticket in the web UI shows that
'Discovery Method' *HAS* been set to one of its possible
values.
> It isn't clear to me what is exactly happening.
Also, what is it the scrip is supposed to do?
> You don't shop any code that shows what happens to $oldy or $newy.
The code shows that the scrip returns 1 right after I
show $oldv and $newv. I'm not doing anything with
$oldv and $newv other than logging them as proof that
the value was not modified.
Kenn
LBNL
On Tue, Aug 9, 2011 at 11:59 AM, Jeff Blaine mailto:jbla...@kickflop.net>> wrote:
I'm confused and can't see that I am doing anything
wrong. Either I *am* doing something wrong, or there's
a really bizarre bug in 3.8.10. Surely it's the former.
The following scrip reports (as we expect in our specific
test cases):
No match, Discovery Method left alone
Old '' New ''
Yet the CF named 'Discovery Method' is in fact being set
to a value when a new ticket is created. The value set
seems random and is not the same thing with each new
ticket.
We have no other scrips that concern themselves with this
field. Does anyone have any ideas?
# ... a bunch of tests here to set Discovery Method based
# ... on whether the ticket subject matches a regex or not
if ($matched == 0) {
$RT::Logger->info("No match, Discovery Method left alone");
}
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $testcf = new RT::CustomField($RT::__SystemUser);
$testcf->LoadByName(Queue => $ticket->QueueObj->id,
Name => "Discovery Method");
my $oldv = trim($self->TransactionObj->__OldValue());
my $newv = trim($self->TransactionObj->__NewValue());
$RT::Logger->info("Old '$oldv' New '$newv'");
return 1;
RT Training Sessions
(http://bestpractical.com/__services/training.html
)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA — September 26& 27, 2011
* San Francisco, CA, USA — October 18& 19, 2011
* Washington DC, USA — October 31& November 1, 2011
* Melbourne VIC, Australia — November 28& 29, 2011
* Barcelona, Spain — November 28& 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Upgrade to 4.01 MySQL questoin
Thaks Kevin,
I missed that in the output. Most of it seems OK up until the part where it
processesd 3.9.2 and 3.9.3.:
Processing 3.9.2
Now inserting data.
[Tue Aug 9 02:42:25 2011] [warning]: DBD::mysql::st execute failed: Unknown
column 'main.DelegatedBy' in 'where clause' at
/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 509, <> line
1. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:509)
[Tue Aug 9 02:42:25 2011] [warning]: RT::Handle=HASH(0x31c8f18) couldn't
execute the query 'SELECT main.* FROM ACL main WHERE (main.DelegatedBy >
'0') AND (main.DelegatedFrom > '0') ' at
/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 522
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x31c8f18)',
'SELECT main.* FROM ACL main WHERE (main.DelegatedBy > \'0\')...') called
at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder.pm line 235
DBIx::SearchBuilder::_DoSearch('RT::ACL=HASH(0x5021070)') called at
/opt/rt4/sbin/../lib/RT/SearchBuilder.pm line 320
RT::SearchBuilder::_DoSearch('RT::ACL=HASH(0x5021070)') called at
/opt/rt4/sbin/../lib/RT/ACL.pm line 260
RT::ACL::_DoSearch('RT::ACL=HASH(0x5021070)') called at
/usr/local/share/perl/5.10.1/DBIx/SearchBuilder.pm line 503
DBIx::SearchBuilder::Next('RT::ACL=HASH(0x5021070)') called at
/opt/rt4/sbin/../lib/RT/ACL.pm line 225
RT::ACL::Next('RT::ACL=HASH(0x5021070)') called at
./etc/upgrade/3.9.2/content line 19
RT::Handle::__ANON__() called at /opt/rt4/sbin/../lib/RT/Handle.pm line
767
eval {...} called at /opt/rt4/sbin/../lib/RT/Handle.pm line 767
RT::Handle::InsertData('RT::Handle=HASH(0x31c8f18)',
'./etc/upgrade/3.9.2/content', undef) called at
/opt/rt4/sbin/rt-setup-database line 292
main::action_insert('prompt-for-dba-password', 1, 'datafile', undef,
'action', 'upgrade', 'datadir', './etc/upgrade/3.9.2', 'backcompat', ...)
called at /opt/rt4/sbin/rt-setup-database line 398
main::action_upgrade('prompt-for-dba-password', 1, 'action', 'upgrade',
'dba', 'root') called at /opt/rt4/sbin/rt-setup-database line 197
(/usr/share/perl/5.10/Carp.pm:47)
[Tue Aug 9 02:42:25 2011] [crit]: _DoSearch is not so successful as it
still needs redo search, won't call _BuildHash
(/opt/rt4/sbin/../lib/RT/ACL.pm:263)
Processing 3.9.3
Now populating database schema.
[Tue Aug 9 02:42:25 2011] [crit]: DBD::mysql::st execute failed: Can't DROP
'DelegatedBy'; check that column/key exists at
/opt/rt4/sbin/../lib/RT/Handle.pm line 517. (/opt/rt4/sbin/../lib/RT.pm:340)
DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that
column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 517.
The complete output is here.:
http://www.paulororke.net/files/rt-setup-database.txt
I see 2 critical errors, need I address the warnings first? I'm not sure
where to go with tis now...
thanks
Paul
On Mon, Aug 8, 2011 at 3:26 PM, Kevin Falcone
wrote:
>
> 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
>
>
>
> 2011 Training: http://bestpractical.com/services/training.html
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT 3.8.10 is setting a CF value on new ticket creation?
On 8/9/2011 3:07 PM, Kenneth Crocker wrote:
Jeff,
I need more info. Are you saying the CF IS changed but a template or
email says it isn't or what. Or are you saying the CF is changed and
then gets unchanged?
'Discovery Method' is a CF of type 'multiple values' that
applies to Tickets.
The scrip sets 'Discovery Method' to a value *IF* the subject
of the ticket matches a certain regex (let's say /foo bar/).
I'm saying the following:
If I make a ticket via email with subject "WONT_MATCH_REGEX",
our scrip runs, logs that it did not change the CF value,
and logs the proof of that by showing OldValue and NewValue
just as the scrip is exiting.
No match, Discovery Method left alone
Old '' New ''
Looking at the brand new ticket in the web UI shows that
'Discovery Method' *HAS* been set to one of its possible
values.
> It isn't clear to me what is exactly happening.
Also, what is it the scrip is supposed to do?
> You don't shop any code that shows what happens to $oldy or $newy.
The code shows that the scrip returns 1 right after I
show $oldv and $newv. I'm not doing anything with
$oldv and $newv other than logging them as proof that
the value was not modified.
Kenn
LBNL
On Tue, Aug 9, 2011 at 11:59 AM, Jeff Blaine mailto:jbla...@kickflop.net>> wrote:
I'm confused and can't see that I am doing anything
wrong. Either I *am* doing something wrong, or there's
a really bizarre bug in 3.8.10. Surely it's the former.
The following scrip reports (as we expect in our specific
test cases):
No match, Discovery Method left alone
Old '' New ''
Yet the CF named 'Discovery Method' is in fact being set
to a value when a new ticket is created. The value set
seems random and is not the same thing with each new
ticket.
We have no other scrips that concern themselves with this
field. Does anyone have any ideas?
# ... a bunch of tests here to set Discovery Method based
# ... on whether the ticket subject matches a regex or not
if ($matched == 0) {
$RT::Logger->info("No match, Discovery Method left alone");
}
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $testcf = new RT::CustomField($RT::__SystemUser);
$testcf->LoadByName(Queue => $ticket->QueueObj->id,
Name => "Discovery Method");
my $oldv = trim($self->TransactionObj->__OldValue());
my $newv = trim($self->TransactionObj->__NewValue());
$RT::Logger->info("Old '$oldv' New '$newv'");
return 1;
RT Training Sessions
(http://bestpractical.com/__services/training.html
)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA — September 26& 27, 2011
* San Francisco, CA, USA — October 18& 19, 2011
* Washington DC, USA — October 31& November 1, 2011
* Melbourne VIC, Australia — November 28& 29, 2011
* Barcelona, Spain — November 28& 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] RT 3.8.10 is setting a CF value on new ticket creation?
Jeff,
I need more info. Are you saying the CF IS changed but a template or email
says it isn't or what. Or are you saying the CF is changed and then gets
unchanged? It isn't clear to me what is exactly happening. Also, what is it
the scrip is supposed to do? You don't shop any code that shows what happens
to $oldy or $newy.
Kenn
LBNL
On Tue, Aug 9, 2011 at 11:59 AM, Jeff Blaine wrote:
> I'm confused and can't see that I am doing anything
> wrong. Either I *am* doing something wrong, or there's
> a really bizarre bug in 3.8.10. Surely it's the former.
>
> The following scrip reports (as we expect in our specific
> test cases):
>
>No match, Discovery Method left alone
>Old '' New ''
>
> Yet the CF named 'Discovery Method' is in fact being set
> to a value when a new ticket is created. The value set
> seems random and is not the same thing with each new
> ticket.
>
> We have no other scrips that concern themselves with this
> field. Does anyone have any ideas?
>
> # ... a bunch of tests here to set Discovery Method based
> # ... on whether the ticket subject matches a regex or not
> if ($matched == 0) {
>$RT::Logger->info("No match, Discovery Method left alone");
> }
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
> my $testcf = new RT::CustomField($RT::**SystemUser);
>
> $testcf->LoadByName(Queue => $ticket->QueueObj->id,
> Name => "Discovery Method");
> my $oldv = trim($self->TransactionObj->**OldValue());
> my $newv = trim($self->TransactionObj->**NewValue());
> $RT::Logger->info("Old '$oldv' New '$newv'");
>
> return 1;
>
> RT Training Sessions
> (http://bestpractical.com/**services/training.html
> )
> * Chicago, IL, USA September 26 & 27, 2011
> * San Francisco, CA, USA October 18 & 19, 2011
> * Washington DC, USA October 31 & November 1, 2011
> * Melbourne VIC, Australia November 28 & 29, 2011
> * Barcelona, Spain November 28 & 29, 2011
>
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
[rt-users] Template Question
TO list, Silly question from someone who has used RT for so many years. I have noticed that the ticket comments that I put into a template for an email doesn't wrap or wraps wy out there. What can I do to make it wrap within, lets say, 60 characters? Thanks. Kenn LBNL RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] RT 3.8.10 is setting a CF value on new ticket creation?
I'm confused and can't see that I am doing anything
wrong. Either I *am* doing something wrong, or there's
a really bizarre bug in 3.8.10. Surely it's the former.
The following scrip reports (as we expect in our specific
test cases):
No match, Discovery Method left alone
Old '' New ''
Yet the CF named 'Discovery Method' is in fact being set
to a value when a new ticket is created. The value set
seems random and is not the same thing with each new
ticket.
We have no other scrips that concern themselves with this
field. Does anyone have any ideas?
# ... a bunch of tests here to set Discovery Method based
# ... on whether the ticket subject matches a regex or not
if ($matched == 0) {
$RT::Logger->info("No match, Discovery Method left alone");
}
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
my $testcf = new RT::CustomField($RT::SystemUser);
$testcf->LoadByName(Queue => $ticket->QueueObj->id,
Name => "Discovery Method");
my $oldv = trim($self->TransactionObj->OldValue());
my $newv = trim($self->TransactionObj->NewValue());
$RT::Logger->info("Old '$oldv' New '$newv'");
return 1;
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
[rt-users] Hugo Darley is out of the office.
I will be out of the office starting 09/08/2011 and will not return until 15/08/2011. I will respond to your message when I return. Please contact eu@instinet.co.uk in my absence Disclaimer This message contains confidential information and is intended only for the named individual. If you are not the named addressee, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this message in error and delete this e-message from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, delayed in transmission, incomplete, or may contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. This message is provided for informational purposes and should not be construed as a solicitation or offer to buy or sell any securities or related financial instruments. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Debian RT install woes
Start from site config. Don't set WenBaseURL, but set WebDomain properly in
both.
Regards, Ruslan. From phone.
09.08.2011 22:03 пользователь "Yan Seiner" написал:
>
>
> On Tue, August 9, 2011 10:48 am, Ruslan Zakirov wrote:
>> It's hard to help without Apache config and site configs.
>
> I will send these separately
>
> for RT 4.0
>
> root@svr-rt:/etc/request-tracker4# cat RT_SiteConfig.pm | grep -v ^# |
> grep -v ^$
> my $zone = "UTC";
> $zone=`/bin/cat /etc/timezone`
> if -f "/etc/timezone";
> chomp $zone;
> Set($Timezone, $zone);
> Set($rtname, 'rt4.subutil.com');
> Set($Organization, 'tracker4');
> Set($CorrespondAddress , 'r...@svr-rt.ad.subutil.com');
> Set($CommentAddress , 'rt4-comm...@svr-rt.ad.subutil.com');
> Set($WebPath , "/rt4");
> Set($WebBaseURL , "http://tracker/rt4";);
> my %typemap = (
> mysql => 'mysql',
> pgsql => 'Pg',
> sqlite3 => 'SQLite',
> );
>
> Set($DatabaseType, $typemap{mysql} || "UNKNOWN");
> Set($DatabaseHost, 'localhost');
> Set($DatabasePort, '');
> Set($DatabaseUser , '***');
> Set($DatabasePassword , '');
> my $dbc_dbname = 'rt4db'; if ( "mysql" eq "sqlite3" ) { Set
> ($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName,
> $dbc_dbname); }
> 1;
>
>
> root@svr-rt:/etc/apache2/conf.d# cat
> /etc/request-tracker3.8/apache2-fcgid.conf | grep -v ^# | grep -v ^$
> Alias /rt3/NoAuth/images /usr/share/request-tracker3.8/html/NoAuth/images
> ScriptAlias /rt3 /usr/share/request-tracker3.8/libexec/mason_handler.fcgi
>
> DirectoryIndex index.html
>
>
> Order Allow,Deny
> Allow from 127.0.0.1
>
> root@svr-rt:/etc/apache2/conf.d# cat
> /etc/request-tracker4/apache2-fcgid.conf | grep -v ^# | grep -v ^$
> Alias /rt4/NoAuth/images /usr/share/request-tracker4/html/NoAuth/images
> ScriptAlias /rt4 /usr/share/request-tracker4/libexec/rt-server.fcgi
>
> DirectoryIndex index.html
>
>
> Order Allow,Deny
> Allow from 127.0.0.1
>
>
>
>
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Chicago, IL, USA September 26 & 27, 2011
> * San Francisco, CA, USA October 18 & 19, 2011
> * Washington DC, USA October 31 & November 1, 2011
> * Melbourne VIC, Australia November 28 & 29, 2011
> * Barcelona, Spain November 28 & 29, 2011
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Debian RT install woes
On Tue, August 9, 2011 10:48 am, Ruslan Zakirov wrote:
> It's hard to help without Apache config and site configs.
I will send these separately
for RT 4.0
root@svr-rt:/etc/request-tracker4# cat RT_SiteConfig.pm | grep -v ^# |
grep -v ^$
my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
Set($rtname, 'rt4.subutil.com');
Set($Organization, 'tracker4');
Set($CorrespondAddress , 'r...@svr-rt.ad.subutil.com');
Set($CommentAddress , 'rt4-comm...@svr-rt.ad.subutil.com');
Set($WebPath , "/rt4");
Set($WebBaseURL , "http://tracker/rt4";);
my %typemap = (
mysql => 'mysql',
pgsql => 'Pg',
sqlite3 => 'SQLite',
);
Set($DatabaseType, $typemap{mysql} || "UNKNOWN");
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , '***');
Set($DatabasePassword , '');
my $dbc_dbname = 'rt4db'; if ( "mysql" eq "sqlite3" ) { Set
($DatabaseName, '' . '/' . $dbc_dbname); } else { Set ($DatabaseName,
$dbc_dbname); }
1;
root@svr-rt:/etc/apache2/conf.d# cat
/etc/request-tracker3.8/apache2-fcgid.conf | grep -v ^# | grep -v ^$
Alias /rt3/NoAuth/images /usr/share/request-tracker3.8/html/NoAuth/images
ScriptAlias /rt3 /usr/share/request-tracker3.8/libexec/mason_handler.fcgi
DirectoryIndex index.html
Order Allow,Deny
Allow from 127.0.0.1
root@svr-rt:/etc/apache2/conf.d# cat
/etc/request-tracker4/apache2-fcgid.conf | grep -v ^# | grep -v ^$
Alias /rt4/NoAuth/images /usr/share/request-tracker4/html/NoAuth/images
ScriptAlias /rt4 /usr/share/request-tracker4/libexec/rt-server.fcgi
DirectoryIndex index.html
Order Allow,Deny
Allow from 127.0.0.1
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Debian RT install woes
On Tue, August 9, 2011 10:48 am, Ruslan Zakirov wrote:
> It's hard to help without Apache config and site configs.
I will send these separately
for RT 3.8
root@svr-rt:/etc/request-tracker3.8# cat RT_SiteConfig.pm | grep -v ^# |
grep -v ^$
my $zone = "UTC";
$zone=`/bin/cat /etc/timezone`
if -f "/etc/timezone";
chomp $zone;
Set($Timezone, $zone);
Set($rtname, 'rt3.subutil.com');
Set($Organization, 'svr-rt.ad.subutil.com');
Set($CorrespondAddress , 'r...@svr-rt.ad.subutil.com');
Set($CommentAddress , 'rt-comm...@svr-rt.ad.subutil.com');
Set($WebDomain, 'tracker');
Set($WebPath , "/rt3");
Set($WebBaseURL , "http://svr-rt.ad.subutil.com";);
my %typemap = (
mysql => 'mysql',
pgsql => 'Pg',
sqlite3 => 'SQLite',
);
Set($DatabaseType, $typemap{mysql} || "UNKNOWN");
Set($DatabaseHost, 'localhost');
Set($DatabasePort, '');
Set($DatabaseUser , '***');
Set($DatabasePassword , '*');
my $dbc_dbname = 'rt3db'; if ( $DatabaseType eq "sqlite3" ) { Set
($DatabaseName, '/var/lib/dbconfig-common/sqlite3/request-tracker3.8' .
'/' . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }
1;
root@svr-rt:/etc/apache2/conf.d# cat
/etc/request-tracker3.8/apache2-fcgid.conf | grep -v ^# | grep -v ^$
Alias /rt3/NoAuth/images /usr/share/request-tracker3.8/html/NoAuth/images
ScriptAlias /rt3 /usr/share/request-tracker3.8/libexec/mason_handler.fcgi
DirectoryIndex index.html
Order Allow,Deny
Allow from 127.0.0.1
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
Re: [rt-users] Debian RT install woes
It's hard to help without Apache config and site configs. Regards, Ruslan. From phone. 09.08.2011 21:34 пользователь "Yan Seiner" написал: > Probably self-caused, but now I'm stuck. > > I need to install both versions 3.8 and 4.0 on our test server. We have a > running 3.8 installation (on another server) and we want to migrate it. > For now we want to try various changes on the 3.8 tree; once that's stable > we will migrate to 4.0. > > So > > I installed request-tracker3.8 from Squeeze and request-tracker4 from > squeeze-backports. > > I changed the databases from sqlite to mysql and created new databases > rt3db and rt4db. So far so good. > > I changed RTSiteConfig.pm and apache2-fcgid.conf to show the correct > paths; rt3 is installed at http://tracker/rt3 and rt4 at > http://tracker/rt4. > > I can bring up the login screens for each installation. No errors in > apache log files. > > However: > > for the rt3 install, as soon as I log in, I get dumped back at document > root. Seems like I messed up a path somewhere but I've checked and > rechecked and everything seems to be OK. Where else can I set the root > install of RT? > > For the rt4 install, I cannot log in at all. No login works. How do I > manually add (or verify) an admin user? > > I don't mind blowing away databases or the entire installation. This is a > test server with nothing installed at all right now. > > > RT Training Sessions (http://bestpractical.com/services/training.html) > * Chicago, IL, USA September 26 & 27, 2011 > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Melbourne VIC, Australia November 28 & 29, 2011 > * Barcelona, Spain November 28 & 29, 2011 RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] Debian RT install woes
Probably self-caused, but now I'm stuck. I need to install both versions 3.8 and 4.0 on our test server. We have a running 3.8 installation (on another server) and we want to migrate it. For now we want to try various changes on the 3.8 tree; once that's stable we will migrate to 4.0. So I installed request-tracker3.8 from Squeeze and request-tracker4 from squeeze-backports. I changed the databases from sqlite to mysql and created new databases rt3db and rt4db. So far so good. I changed RTSiteConfig.pm and apache2-fcgid.conf to show the correct paths; rt3 is installed at http://tracker/rt3 and rt4 at http://tracker/rt4. I can bring up the login screens for each installation. No errors in apache log files. However: for the rt3 install, as soon as I log in, I get dumped back at document root. Seems like I messed up a path somewhere but I've checked and rechecked and everything seems to be OK. Where else can I set the root install of RT? For the rt4 install, I cannot log in at all. No login works. How do I manually add (or verify) an admin user? I don't mind blowing away databases or the entire installation. This is a test server with nothing installed at all right now. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 & 27, 2011 * San Francisco, CA, USA October 18 & 19, 2011 * Washington DC, USA October 31 & November 1, 2011 * Melbourne VIC, Australia November 28 & 29, 2011 * Barcelona, Spain November 28 & 29, 2011
[rt-users] How to access Parent Ticket attachments
Hi,
Is there any way, we access parent ticket attachments in child ticket scrip
I am accessing the parent ticket custom fields with the following code
my $links = $self->TicketObj->DependedOnBy;
foreach my $link (@{ $links->ItemsArrayRef }) {
my $obj = $link->BaseObj;
}
With RegardsVinod.R
RT Training Sessions (http://bestpractical.com/services/training.html)
* Chicago, IL, USA September 26 & 27, 2011
* San Francisco, CA, USA October 18 & 19, 2011
* Washington DC, USA October 31 & November 1, 2011
* Melbourne VIC, Australia November 28 & 29, 2011
* Barcelona, Spain November 28 & 29, 2011
[rt-users] [Rt-announce] RT Training Announcement - November 28 & 29, 2011 - Barcelona, Spain
Best Practical Solutions provides unparalleled instruction in how to get the most out of RT. 2011 will bring two-day training sessions to six cities across the world. As we like to keep class sizes relatively intimate, register soon or we may not be able to guarantee you a seat. These sessions will be offered in: • Chicago, IL, USA — September 26 & 27, 2011 • San Francisco, CA, USA — October 18 & 19, 2011 • Washington DC, USA — October 31 & November 1, 2011 • Melbourne VIC, Australia — November 28 & 29, 2011 • Barcelona, Spain — November 28 & 29, 2011 • Boston (Cambridge), MA, USA - TBD If you can't make it to these cities, please drop us a line to request a public training for your area in 2012. This training will introduce you to the new features in RT 4 as part of a comprehensive overview of RT. Whether you're an old hand at RT or a recent convert, you'll have a good understanding of all of RT's features and functionality by the end of the session. The first day starts off with a tour of RT's web interface and continues with a detailed exploration and explanation of RT's functionality, workflows and configurability. We'll touch on basic administration, but concentrate largely on helping you and your team get the most out of your RT instance. The second day of training picks up with RT administration and dives into what you need to safely customize and extend RT. We'll cover point-and-click configuration, upgrading and installing RT, development best practices, RT's API, building an extension, and database tuning. It goes without saying that you'll get the most out of training if you attend both days of the course, but we've designed the material so that you can step out after the first day with a dramatically improved understanding of how to use RT or show up on the second day and get quickly up to speed on how to make RT do your bidding. Pricing and Payment The cost of the class includes training materials, a continental breakfast and an afternoon snack. Please note that lunch will not be provided. Single Day - USD 995 Both Days - USD 1495 (25% savings) Please contact us at train...@bestpractical.com for discounted pricing if you are from an academic institution or if you'd like to send more than 3 people. If you'd like to pay with Visa, MasterCard or Discover, please visit Best Practical's online store at https://shop.bestpractical.com. Unfortunately we are unable to accept American Express or PayPal. If you'd prefer to pay with a purchase order, please email us at train...@bestpractical.com. Be sure to include: * Which location you want to attend * If you want to attend both days or a single day * Full names and email addresses of attendees ___ RT-Announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Quicksearch and QuickCreate queries deleted - how to get them back?
On 09.08.11 12:14, Garry Booth wrote: On 9 Aug 2011, at 11:07, Gunnar Gorges wrote: Hi everyone, I just noticed that Quicksearch and QuickCreate queries are missing from the available searches in the RT at a glance customization page. My guess is that they got deleted by accident - however: Does anyone know how to get them back to the list of available searches? So far I was not able to find the place where to reintegrate them. Resetting the RT at a glance also does not help, the list of available searches remains the same. Help is greatly appreciated. Thanks in advance, Gunnar Hi Gunnar If I understand you correctly, you need to look at your RT_SiteConfig.pm You should have a line like this Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); Thanks, Garry that did the trick! I recently installed TicketLocking and introduced the HomepageComponent option to our SiteConfig in that context. Since I only included 'MyLocks' and left out the rest everything was screwed up. Did not notice until I created a new user today... DOH! Thanks for saving my day! Cheers, Gunnar -- Gunnar Gorges Central IT Services - ZMAW Mail: gunnar.gor...@zmaw.de Tel.: +49 (0)40 41173 220 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] adding Ticket links in search result
Hi Raphael
keep to the list.
In particular because I don't have the answer to this further question.
I have never tried anything like what you are trying.
It is possible that for this you might have to use a ColumnMap
However concerning "display the Ticket subject next to his number"
I believe that '__id__ __Subject__ ' should work.
Gerard
On 2011-08-09 11:28, Raphaël MOUNEYRES wrote:
Hi Gerard,
i've tried some but i'm not sure to be able to do conditional
formatting such as :
% my $inactive =
$member->QueueObj->IsInactiveStatus($member->Status);
<%$member->Id%>: (<%$member->OwnerObj->Name%>) <%$member->Subject%>
[<% loc($member->Status) %>]
for example, if i do
' href="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#',
'__Children__'
for sure all children tickets are displayed as ticket-inactive, but
not depending on their actual status...
Also i'd like to display the Ticket subject next to his number
Well i'm doing more experiments now, but any other hints are welcome.
Raphaël MOUNEYRES
*Gerard FENELON *
Envoyé par : rt-users-boun...@lists.bestpractical.com
09/08/2011 11:08
A
rt-users@lists.bestpractical.com
cc
Objet
Re: [rt-users] adding Ticket links in search result
Hello
you can do a lot of things in the advanced tab of the search interface
such as
'__id__/TITLE:#',
'__ExtendedStatus__',
'class="yoyodine-severity-__CustomField.{Severity}__">__CustomField.{Severity}__',
'__CustomField.{Customer priority}__',
I would say, use this when you want to tweek the display.
Use ColumnMap when you have to calculate values
Gerard
On 2011-08-09 10:48, Raphaël MOUNEYRES wrote:
Hello,
i'm trying to build a search wich would have a colum displaying the
tickets links exactly the same way as is TicketDisplay page (with 3.8
install)
I found two things :
- this code related to the above page is in
/opt/rt3/share/html/Elements/ShowLinks
- in ticket search engine, i can display children/DependsOn links, but
the result will only show ticket ids without formatting.
Should i create a new ColumnMap (as recently discussed) pasting some
code from the ShowLinks File, or any simpler way to modify the
existing colums ?
Could someone help me choose the best way to go ?
After a few month dealing with RT, i've been gaining some perl
programming experience, thanks guys !
Raphaël MOUNEYRES
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Quicksearch and QuickCreate queries deleted - how to get them back?
On 9 Aug 2011, at 11:07, Gunnar Gorges wrote: > Hi everyone, > > I just noticed that Quicksearch and QuickCreate queries are missing from > the available searches in the RT at a glance customization page. My > guess is that they got deleted by accident - however: > > Does anyone know how to get them back to the list of available searches? > > So far I was not able to find the place where to reintegrate them. > Resetting the RT at a glance also does not help, the list of available > searches remains the same. > > Help is greatly appreciated. > > Thanks in advance, > Gunnar > Hi Gunnar If I understand you correctly, you need to look at your RT_SiteConfig.pm You should have a line like this Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards)]); Hope that helps regards Garry -- Dr Garry Booth IT Services Loughborough University 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Quicksearch and QuickCreate queries deleted - how to get them back?
Hi everyone, I just noticed that Quicksearch and QuickCreate queries are missing from the available searches in the RT at a glance customization page. My guess is that they got deleted by accident - however: Does anyone know how to get them back to the list of available searches? So far I was not able to find the place where to reintegrate them. Resetting the RT at a glance also does not help, the list of available searches remains the same. Help is greatly appreciated. Thanks in advance, Gunnar P.S.: we are using RT 3.8.8 on Debian Linux. -- Gunnar Gorges Central IT Services - ZMAW Mail: gunnar.gor...@zmaw.de Tel.: +49 (0)40 41173 220 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] adding Ticket links in search result
Hello
you can do a lot of things in the advanced tab of the search interface
such as
'__id__/TITLE:#',
'__ExtendedStatus__',
'class="yoyodine-severity-__CustomField.{Severity}__">__CustomField.{Severity}__',
'__CustomField.{Customer priority}__',
I would say, use this when you want to tweek the display.
Use ColumnMap when you have to calculate values
Gerard
On 2011-08-09 10:48, Raphaël MOUNEYRES wrote:
Hello,
i'm trying to build a search wich would have a colum displaying the
tickets links exactly the same way as is TicketDisplay page (with 3.8
install)
I found two things :
- this code related to the above page is in
/opt/rt3/share/html/Elements/ShowLinks
- in ticket search engine, i can display children/DependsOn links,
but the result will only show ticket ids without formatting.
Should i create a new ColumnMap (as recently discussed) pasting some
code from the ShowLinks File, or any simpler way to modify the
existing colums ?
Could someone help me choose the best way to go ?
After a few month dealing with RT, i've been gaining some perl
programming experience, thanks guys !
Raphaël MOUNEYRES
2011 Training: http://bestpractical.com/services/training.html
[rt-users] adding Ticket links in search result
Hello, i'm trying to build a search wich would have a colum displaying the tickets links exactly the same way as is TicketDisplay page (with 3.8 install) I found two things : - this code related to the above page is in /opt/rt3/share/html/Elements/ShowLinks - in ticket search engine, i can display children/DependsOn links, but the result will only show ticket ids without formatting. Should i create a new ColumnMap (as recently discussed) pasting some code from the ShowLinks File, or any simpler way to modify the existing colums ? Could someone help me choose the best way to go ? After a few month dealing with RT, i've been gaining some perl programming experience, thanks guys ! Raphaël MOUNEYRES # " 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." # 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Custom field file uploads delted on status change?
Where in the UI do you change status? Regards, Ruslan. From phone. 09.08.2011 1:56 пользователь "Yan Seiner" написал: > 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 2011 Training: http://bestpractical.com/services/training.html
