Re: [rt-users] Register Bcc as AdminCc user

[Kriegers Horst]

> it's not. Incoming mail has no Bcc field, MTA deleted it during processing.

Thanks for your answer.

Regards,
Horst

> -Message d'origine-
> De : ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] De la part
> de Ruslan Zakirov
> Envoyé : jeudi, 8. décembre 2011 16:11
> À : Kriegers Horst
> Cc : ML - rt-users
> Objet : Re: [rt-users] Register Bcc as AdminCc user
>
> On Thu, Dec 8, 2011 at 18:48, Kriegers Horst  wrote:
> > Russlan,
> >
> > Thank you for your reply.
> >
> > I have two problems.
> > First, I do not understand the code in the Notify.pm, I'm not a perl
> > dev. : ( Second, I'm not sure I was clear in my question, sorry ...
> >My wish is to register as a user AdminCc which was declared as Bcc
> when creating a new ticket by email. I do not know if it's possible.
>
> it's not. Incoming mail has no Bcc field, MTA deleted it during processing.
>
> >
> >
> > Horst
>
> --
> Best regards, Ruslan.


Note Importante: Le contenu de ce courriel est uniquement réservé à la personne 
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cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de 
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Re: [rt-users] Full text search

[Dave Pascoe]

My bad.  I wasn't expecting that Status=resolved tickets were not going to
be searched.  Operator error.  I also learned that you can pass status into
SimpleSearch right from the search box.  Solves my needs.

Thanks for the responses.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] ExternalAuth Installed but not working

[Ryan Backman]

I'm having a bit of trouble getting ExternalAuth  to work.  I've scoured
the archives and the net and found many suggestions, but none have made any
changes.

- I've setup logging to go to a seperate file, but all I get is a Login
Failure message in this file when I try to login:

[Thu Dec  8 23:38:32 2011] [error]: FAILED LOGIN for rbackman from
xx.xx.xx.xx (/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:424)

- I'm seeing correct values in the online configuration view inside RT
indicating that ExternalAuth is loaded as a Plugin and that
ExternalAuthPriority is My_LDAP.

- I can use the ldapsearch tool with the same variables on the same box
successfully

Any help is much appreciated.

Below is my configuration:

Set( @Plugins, qw(RT::Authen::ExternalAuth) );

Set ( $ExternalAuthPriority,  [ 'My_LDAP' ] );
Set ( $ExternalInfoPriority,  [ 'My_LDAP' ] );

Set($ExternalServiceUsesSSLorTLS,0);

Set($AutoCreateNonExternalUsers,0);

Set($ExternalSettings, {
'My_LDAP' => {
'type'  =>  'ldap',
'server'=>  'server.domain.edu',
'user'  =>  'CN=user,OU=admin...',
'pass'  =>  'pass',
'base'  =>  'dc=domain,...',
'filter'=>
 '(&(objectClass=user)(memberOf=CN=Staff...)',
'd_filter'  =>  '(userAccountControl=514)',
'tls'   =>  0,
'ssl_version'   =>  3,
'net_ldap_args' => [version =>  3   ],
'group' =>  'CN=All Users,...',
'group_attr'=>  'member',
'attr_match_list'   => ['Name',
'EmailAddress'
],
'attr_map'  =>  {   'Name' =>
'sAMAccountName',
'EmailAddress' =>
'mail',
'ExternalAuthId' =>
'sAMAccountName',
'Gecos' =>
'sAMAccountName'
}
}
}
);

1;


=+=+=+=+=+=+=+=+=+
Ryan Backman
Programmer / Analyst
George Fox University
503.554.2576
=+=+=+=+=+=+=+=+=+

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] RTFM

[Ruslan Zakirov]

On Fri, Dec 9, 2011 at 02:21, Robert Hayward  wrote:
> Where do I go to find this path? The content area of a RTFM article cannot
> be edited.
>
> lib/RT/FM/Introduction.pod

docs/customizing/articles_introduction.pod

>
> Regards,
> Robert Hayward

-- 
Best regards, Ruslan.

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* Boston  March 5 & 6, 2012

[rt-users] RTFM

[Robert Hayward]

Where do I go to find this path? The content area of a RTFM article cannot be 
edited.

lib/RT/FM/Introduction.pod



Regards,

Robert Hayward
Systems Support Engineer | Axispoint, Inc.
350 Madison Avenue, 4th floor, New York, NY  10017
Office: 212-920-2692 | Mobile: 267-231-5541
Email: rhayw...@axispoint.com | Web: 
http://www.axispoint.com


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* Boston — March 5 & 6, 2012

Re: [rt-users] Full text search

[Thomas Sibley]

On 12/08/2011 04:54 PM, Thomas Sibley wrote:
> On 12/08/2011 04:36 PM, Dave Pascoe wrote:
>> I have had this configured in my RT 4.0.4 installation as follows:
>>
>> Set(%FullTextSearch,
>> Enable  => 1,
>> Indexed => 0,
>> );
>>
>> but the results when using fulltext: I don't get the
>> expected results.  Searching for things that ought to return dozens of
>> hits return maybe 2 or 3.

You can also look at the TicketSQL generated by clicking on the Advanced
tab after running your simple search.

Thomas

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Re: [rt-users] Full text search

[Thomas Sibley]

On 12/08/2011 04:36 PM, Dave Pascoe wrote:
> I have had this configured in my RT 4.0.4 installation as follows:
> 
> Set(%FullTextSearch,
> Enable  => 1,
> Indexed => 0,
> );
> 
> but the results when using fulltext: I don't get the
> expected results.  Searching for things that ought to return dozens of
> hits return maybe 2 or 3.

If your search string has spaces in it, are you quoting ?
 Paste a real example so we can see.

Thomas

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Full text search

[Izz Abdullah]

This is the same configuration I have in my 4.0.2 installation.  Seems like to 
get full benefits from it I needed to restart MySQL and of course Apache.  
Maybe this will help.  I've hardcoded the fulltext: directive into the simple 
search, and it works beautifully for us here.

From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Dave Pascoe
Sent: Thursday, December 08, 2011 3:36 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Full text search

I have had this configured in my RT 4.0.4 installation as follows:

Set(%FullTextSearch,
Enable  => 1,
Indexed => 0,
);

but the results when using fulltext: I don't get the expected 
results.  Searching for things that ought to return dozens of hits return maybe 
2 or 3.

I will try to dig into it more but wonder if anyone else has seen this.

Dave


On Thu, Dec 8, 2011 at 1:31 PM, Thomas Sibley 
mailto:t...@bestpractical.com>> wrote:
On 12/08/2011 01:28 PM, Thomas Smith wrote:
> Hi,
>
> In RT 3.x, one could do a full text "simple search" by entering
> "fulltext:". I tried this in RT 4 but it doesn't work.
>
> Is there a way to do a full text search in RT 4?
That syntax is still supported but by default non-indexed FTS isn't
enabled.  You can either enable it in your config, or, more usefully,
setup RT 4's indexed FTS support.

http://blog.bestpractical.com/2011/06/full-text-searching.html

Thomas

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Re: [rt-users] Full text search

[Dave Pascoe]

I have had this configured in my RT 4.0.4 installation as follows:

Set(%FullTextSearch,
Enable  => 1,
Indexed => 0,
);

but the results when using fulltext: I don't get the
expected results.  Searching for things that ought to return dozens of hits
return maybe 2 or 3.

I will try to dig into it more but wonder if anyone else has seen this.

Dave


On Thu, Dec 8, 2011 at 1:31 PM, Thomas Sibley  wrote:

> On 12/08/2011 01:28 PM, Thomas Smith wrote:
> > Hi,
> >
> > In RT 3.x, one could do a full text "simple search" by entering
> > "fulltext:". I tried this in RT 4 but it doesn't work.
> >
> > Is there a way to do a full text search in RT 4?
>
> That syntax is still supported but by default non-indexed FTS isn't
> enabled.  You can either enable it in your config, or, more usefully,
> setup RT 4's indexed FTS support.
>
> http://blog.bestpractical.com/2011/06/full-text-searching.html
>
> Thomas
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>

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Re: [rt-users] How to set a language preference when creating a ticket with the rt CLI?

[Ruslan Zakirov]

On Fri, Dec 9, 2011 at 01:01, Stefan Vollmar  wrote:
> Hi,
>
> we have created a simple web interface for our users - they can now easily 
> create tickets and this works, in general, very well. We have provided some 
> custom templates for our queues (in German) and they are being used by RT. 
> However, we have not yet customized all templates and RT uses the English 
> default templates for the cases where we do not have our own versions. The 
> PHP script that manages the web interface creates tickets in this way:
>
> $cmd = "$RTBIN create -t ticket set subject='$subject' set queue='$QUEUE' ...
>
> Is there a "set language=..." parameter we could use (sorry, if I have 
> overlooked this in the documentation wiki)?


There is no such concept. Search for templates translation in archives
to understand why. In several words. A scrip may notify multiple
people with one mail and these people can talk in different languages.
Notification scrips are not capable to split recipients into multiple
groups by language and use different templates to notify them.

People often use multiple queues to provide support in different languages.

> Many help in advance.
> Warm regards,
>  Stefan
> --
> Dr. Stefan Vollmar, Dipl.-Phys.
> Head of IT group
> Max-Planck-Institut für neurologische Forschung
> Gleuelerstr. 50, 50931 Köln, Germany
> Tel.: +49-221-4726-213  FAX +49-221-4726-298
> Tel.: +49-221-478-5713  Mobile: 0160-93874279
> Email: voll...@nf.mpg.de   http://www.nf.mpg.de
>
>
>
>
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012



-- 
Best regards, Ruslan.

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* Boston  March 5 & 6, 2012

[rt-users] How to set a language preference when creating a ticket with the rt CLI?

[Stefan Vollmar]

Hi,

we have created a simple web interface for our users - they can now easily 
create tickets and this works, in general, very well. We have provided some 
custom templates for our queues (in German) and they are being used by RT. 
However, we have not yet customized all templates and RT uses the English 
default templates for the cases where we do not have our own versions. The PHP 
script that manages the web interface creates tickets in this way:

$cmd = "$RTBIN create -t ticket set subject='$subject' set queue='$QUEUE' ...

Is there a "set language=..." parameter we could use (sorry, if I have 
overlooked this in the documentation wiki)?

Many help in advance.
Warm regards,
 Stefan
-- 
Dr. Stefan Vollmar, Dipl.-Phys.
Head of IT group
Max-Planck-Institut für neurologische Forschung
Gleuelerstr. 50, 50931 Köln, Germany
Tel.: +49-221-4726-213  FAX +49-221-4726-298
Tel.: +49-221-478-5713  Mobile: 0160-93874279
Email: voll...@nf.mpg.de   http://www.nf.mpg.de








smime.p7s
Description: S/MIME cryptographic signature

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Re: [rt-users] CLI Scripting Question

[Kevin Falcone]

On Wed, Nov 30, 2011 at 09:28:53AM +0100, Nehmer Torben wrote:
> Hi,
> 
> > It wouldn't work. Most times it's easier to use
> > $tickets->FromSQL("Queue = 'x' AND (Status ...)") instead of Limit*
> > calls. LIKE adding % around arguments is historical thing. Use
> > MATCHES.
> 
> Using OPERATOR => 'MATCHES' produces an error:
> 
> [Wed Nov 30 08:15:28 2011] [error]: RestrictionsToClauses: Invalid operator 
> MATCHES for Subject (STRING) at /usr/share/request-tracker4/lib/RT/Tickets.pm 
> line 3363. (/usr/share/request-tracker4/lib/RT/Tickets.pm:3416)
> 
> MATCHES in FromSQL does effectively break the entire query, LIKE in FromSQL 
> has the same bahvoir as LimitSubject.
> 
> Besides, I find it much more error prone to build SQL queries by hand.
> 
> So I am still where I started.
> 
> It can't be that hard to do a query the subject for a string on the beginning 
> without patching the Perl SearchBuilder modules itself, can it?

You want OPERATOR => 'STARTSWITH', documented in DBIx::SearchBuilder
on the Limit method.

-kevin


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Description: PGP signature

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Re: [rt-users] RTx::Calendar in rt4

[Kevin Falcone]

On Tue, Nov 29, 2011 at 05:18:59PM +0100, Emmanuel Lacour wrote:
> On Tue, Nov 29, 2011 at 11:08:03AM -0500, Joe Harris wrote:
> > Has anyone ported the Calendar plugin to rt4?  I installed it in the
> > new version (4.0.4).  It shows on the home screen, but there is not a
> > link to the full calendar on the home screen as it was in 3.8.7.  I
> > did some research and found that the error we get when clicking on:
> > could not find component for path '/Ticket/Elements/Tabs'
> > is related to the difference between the new interface in rt4 and the
> > old one.  I found some discussions on the list about other plugins
> > relating to Default vs. Privileged in the Tabs directories, but have
> > yet to get my head around the exact way to fix it.  I am sure it is
> > something pretty simple, but need a little direction.
> > 
> > If anyone has already done this and would like to share, it would be
> > appreciated, if not, any input will be very helpful.
> > 
> 
> You can just grab the last one from git which fixes this tabs problem:
> 
> https://github.com/bestpractical/rtx-calendar

Release 0.08_01 is also on its way to cpan, so test feedback on that
would be helpful so that a stable 0.09 can be released.

-kevin


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Description: PGP signature

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Re: [rt-users] Full text search

[Thomas Sibley]

On 12/08/2011 01:28 PM, Thomas Smith wrote:
> Hi,
> 
> In RT 3.x, one could do a full text "simple search" by entering
> "fulltext:". I tried this in RT 4 but it doesn't work.
> 
> Is there a way to do a full text search in RT 4?

That syntax is still supported but by default non-indexed FTS isn't
enabled.  You can either enable it in your config, or, more usefully,
setup RT 4's indexed FTS support.

http://blog.bestpractical.com/2011/06/full-text-searching.html

Thomas

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* Boston  March 5 & 6, 2012

[rt-users] Full text search

[Thomas Smith]

Hi,

In RT 3.x, one could do a full text "simple search" by entering
"fulltext:". I tried this in RT 4 but it doesn't work.

Is there a way to do a full text search in RT 4?

~ Tom

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Re: [rt-users] The RT Wiki - Restructure (start using categories?)

[Bart]

Hi,

So far it's been a busy week for me O_o (lots of small things to-do)

I'll make a wiki page which will represent [the|a] "new" front page and
start creating a structure, or somewhat a structure, on it so that everyone
can help work on it + so we have a starting point.

The page should be done tomorrow (day off ^_^).

-- Bart


Op 1 december 2011 15:40 schreef Ruslan Zakirov  het
volgende:

> Hi,
>
> People already started work on installation guides.
>
> A few templates:
> http://requesttracker.wikia.com/wiki/Special:UncategorizedTemplates
>
> Every installation guide on the wiki should use:
> http://requesttracker.wikia.com/wiki/Template:UnofficialInstallGuide
>
> All pages that use this template:
>
> http://requesttracker.wikia.com/index.php?title=Special:WhatLinksHere/Template:UnofficialInstallGuide&limit=500
>
> Most are marked with UnofficialInstallGuide:
> http://requesttracker.wikia.com/wiki/Category:UnofficialInstallGuide
>
>
>
> --
> Best regards, Ruslan.
>

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Re: [rt-users] Auto-reply contains FAQ search results

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 19:12, Steve Huston  wrote:
> I've looked through the wiki and mailing list and didn't find mention of
> something like this.  My auto-reply has a line to direct users to our
> FAQ (not RTFM, it predated RTFM and I've found no compelling reason to
> port it all now).  However, as one might guess, people still do not go
> search for their problem there and will happily wait for the rest of the
> weekend to pass before getting a quick response which occasionally
> directs them to one of the entries they would have found searching for
> the exact subject they used in their email.
>
> I've seen some systems where when you send a message to a support
> address, you get back a list of possible FAQ entries based on a search
> of some keywords in your email or subject line.  I wonder if something
> like that could be done in a scrip?  I realize it might require a bit
> more than some simple scripting, but something that can pass some
> keywords to a search function and return some links that might be
> relevant could be quite useful - at the very least, there's that slim
> chance that seeing an article that mentions a user's exact problem will
> prompt them to click the link when they can't be bothered to type it in
> a search box, being an extra step and all...

Use Web::Scraper [1].

http://search.cpan.org/~miyagawa/Web-Scraper-0.36/lib/Web/Scraper.pm

Implementation depends on how FAQ is organized and if it's searchable or not.

> --
> Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
>  Princeton University  |    ICBM Address: 40.346525   -74.651285
>    206 Peyton Hall     |"On my ship, the Rocinante, wheeling through
>  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
>    (267) 793-0852      | headlong into mystery."  -Rush, 'Cygnus X-1'
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012



-- 
Best regards, Ruslan.

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* Boston  March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Bart]

So this if statement would be more accurate: (to have the ability to have a
little more specific error log message)

if ($tstatus eq 'new') {
my ($status, $msg) =
$self->TicketObj->AddCustomFieldValue(Field => 'aantal_minuten_new', Value
=> $self->TicketObj->FirstCustomFieldValue( 'aantal_minuten_new' ) + 5,
RecordTransaction => 0 );
unless ( $status ) {
$RT::Logger->error("Coudln't change Custom Field:
". $msg);
return 0;
}
}

(test run seems to work this way)

-- Bart


Op 8 december 2011 15:44 schreef Ruslan Zakirov  het
volgende:

> On Thu, Dec 8, 2011 at 17:00, Bart  wrote:
> > I think I've finished it, only have some issues with the
> $RT::Logger->error
> > thing. The scrip won't launch when I have that part enabled, when
> disabled
> > it runs just fine O_o
>
> $val is inside if {} block and lexically scoped, so it's not available
> outside.
>
> Use my ($val, $msg); if { ($val, $msg) = ... }
>
> --
> Best regards, Ruslan.
>

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* Boston — March 5 & 6, 2012

[rt-users] Auto-reply contains FAQ search results

[Steve Huston]

I've looked through the wiki and mailing list and didn't find mention of
something like this.  My auto-reply has a line to direct users to our
FAQ (not RTFM, it predated RTFM and I've found no compelling reason to
port it all now).  However, as one might guess, people still do not go
search for their problem there and will happily wait for the rest of the
weekend to pass before getting a quick response which occasionally
directs them to one of the entries they would have found searching for
the exact subject they used in their email.

I've seen some systems where when you send a message to a support
address, you get back a list of possible FAQ entries based on a search
of some keywords in your email or subject line.  I wonder if something
like that could be done in a scrip?  I realize it might require a bit
more than some simple scripting, but something that can pass some
keywords to a search function and return some links that might be
relevant could be quite useful - at the very least, there's that slim
chance that seeing an article that mentions a user's exact problem will
prompt them to click the link when they can't be bothered to type it in
a search box, being an extra step and all...

-- 
Steve Huston - W2SRH - Unix Sysadmin, Dept. of Astrophysical Sciences
  Princeton University  |ICBM Address: 40.346525   -74.651285
206 Peyton Hall |"On my ship, the Rocinante, wheeling through
  Princeton, NJ   08544 | the galaxies; headed for the heart of Cygnus,
(267) 793-0852  | headlong into mystery."  -Rush, 'Cygnus X-1'

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Register Bcc as AdminCc user

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 18:48, Kriegers Horst  wrote:
> Russlan,
>
> Thank you for your reply.
>
> I have two problems.
> First, I do not understand the code in the Notify.pm, I'm not a perl dev. : (
> Second, I'm not sure I was clear in my question, sorry ...
>        My wish is to register as a user AdminCc which was declared as Bcc 
> when creating a new ticket by email. I do not know if it's possible.

it's not. Incoming mail has no Bcc field, MTA deleted it during processing.

>
>
> Horst

-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Register Bcc as AdminCc user

[Kriegers Horst]

Russlan,

Thank you for your reply.

I have two problems.
First, I do not understand the code in the Notify.pm, I'm not a perl dev. : (
Second, I'm not sure I was clear in my question, sorry ...
My wish is to register as a user AdminCc which was declared as Bcc when 
creating a new ticket by email. I do not know if it's possible.


Horst



> -Message d'origine-
> De : ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] De la part
> de Ruslan Zakirov
> Envoyé : jeudi, 8. décembre 2011 09:26
> À : Kriegers Horst
> Cc : ML - rt-users
> Objet : Re: [rt-users] Register Bcc as AdminCc user
>
> On Thu, Dec 8, 2011 at 11:43, Kriegers Horst  wrote:
> > Hello all,
> >
> >
> >
> > After 2 days of searching I don’t find any solution and now I need
> > your help.
> >
> >
> >
> > I wich to automatically register Bcc user as AdminCc on ticket.
> >
> > Is there a configuration or a scrip to do this ?
>
> If you mean one time recipient Bcc input then it's saved in headers.
> Grep for OtherRecipients in lib/RT/Action/Notify.pm to see how get
> addresses in your custom scrip.
>
> >
> >
> >
> >
> >
> > A great thanks for your help.
> >
> > Horst
> >
> >
> >
> >
> >
> >
> >
> >
> >
> >
> > 
> > Note Importante: Le contenu de ce courriel est uniquement réservé à la
> > personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le
> > destinataire prévu, veuillez nous en informer au plus vite et détruire
> > le présent courriel. Dans ce cas, il ne vous est pas permis de copier
> > ce courriel, de le distribuer ou de l'utiliser de quelque manière que ce 
> > soit.
> >
> > 
> > Important Notice: The content of this e-mail is intended only and
> > solely for the use of the named recipient or organization. If you are
> > not the named recipient, please inform us immediately and delete the
> > present e-mail. In this case, you are not allowed to copy, distribute
> > or use this e-mail in any way.
> >
> > 
> >
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston — March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.


Note Importante: Le contenu de ce courriel est uniquement réservé à la personne 
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Re: [rt-users] CF Link values

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 18:12, Gerard FENELON  wrote:
> is it safe to change
>    CustomField => { value => sub { $_[0]->Content }, escape => 1 },
> to
>    CustomField => { value => sub { $_[0]->Content } },
> in _FillInTemplateURL ?

Only if you know what you're doing.

> Or should I change
>    $ref =~ s/([^a-zA-Z0-9_.!~*'()-])/uc sprintf("%%%02X", ord($1))/eg;
> to
>    $ref =~ s/([^a-zA-Z0-9_.!~*'()\/-])/uc sprintf("%%%02X", ord($1))/eg;
> in RT::Interface::Web::EscapeURI ?

No, you shouldn't.


-- 
Best regards, Ruslan.

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Re: [rt-users] RT tool & RecordTransaction => 0

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 17:00, Bart  wrote:
> I think I've finished it, only have some issues with the $RT::Logger->error
> thing. The scrip won't launch when I have that part enabled, when disabled
> it runs just fine O_o

$val is inside if {} block and lexically scoped, so it's not available outside.

Use my ($val, $msg); if { ($val, $msg) = ... }

-- 
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Re: [rt-users] CF Link values

[Gerard FENELON]

On 2011-12-07 22:16, Ruslan Zakirov wrote:

On Wed, Dec 7, 2011 at 10:11 PM, Gerard FENELON  wrote:

Hi

I am using RT3.8.8

I have a CF where the "Link value to" contains

http://cvsweb/__CustomField__

RT generates a link but if I click on the link I get a 404 error using
Firefox.
I am pretty sure that I saw this work when I first set it up with RT 3.6

If I look at the generated source of the page, I see


http://cvsweb/%2F%2F%2F"; target="_new">
///


The code is in share/html/Elements/ShowCustomFields

my $linked = $value->LinkValueTo;
 if ( defined $linked&&  length $linked ) {
 my $linked = $m->interp->apply_escapes( $linked, 'h' );
 $m->out('');
 }

The code for RT3.6.10 shows
 my $linked = $cf->LinkValueTo;
 if ( $linked ) {
 $m->out('');
 }

How can I tell Mason not to escape '/' and still escape the rest ?


Escaping you have problem with is not happening here. Take a look into
lib/RT/ObjectCustomFieldValue.pm, method _FillInTemplateURL.


Thanks Ruslan

is it safe to change
CustomField => { value => sub { $_[0]->Content }, escape => 1 },
to
CustomField => { value => sub { $_[0]->Content } },
in _FillInTemplateURL ?

Or should I change
$$ref =~ s/([^a-zA-Z0-9_.!~*'()-])/uc sprintf("%%%02X", ord($1))/eg;
to
$$ref =~ s/([^a-zA-Z0-9_.!~*'()\/-])/uc sprintf("%%%02X", ord($1))/eg;
in RT::Interface::Web::EscapeURI ?

Gerard


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[rt-users] Migrate, not upgrade, database

[Keith Edmunds]

Hi List

We have an RT system that's been running for over six years, and during
that time it has been upgraded from time to time and is now running 3.8.8
with MySQL. We're about to upgrade to 4.0.2, but I want to try to fix some
issues we've been having.

Back in the olden days, customisations were made to RT by executing
Perl/SQL code. Since then, the UI has facilitated customisations to the
extent that we no longer need to use Perl/SQL to achieve the
customisations we want. However, I suspect something in the deep past has
caused some issues in our database - for example, if we create a new user,
even one with ALL privileges, they do not see a "take" link on tickets
on the homepage (they can open and take tickets without problem). There
are a couple of other oddities.

So what I'd like to do it create a virgin V4 database, and import just the
historical tickets (and maybe users, but without any customisations). A
few questions:

 - is that feasible?
 - which tables do I need to import?
 - do I need to massage any of them prior to import?
 - am I proposing something totally stupid?

I really appreciate any insight that others can offer.

Thank you.
Keith Edmunds
-- 
"You can have everything in life you want if you help enough other people
get what they want" - Zig Ziglar. 

Who did you help today?

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Re: [rt-users] RT tool & RecordTransaction => 0

[Bart]

I think I've finished it, only have some issues with the $RT::Logger->error
thing. The scrip won't launch when I have that part enabled, when disabled
it runs just fine O_o

package RT::Action::TEST;
use base 'RT::Action';
use strict;
use warnings;

sub Prepare {
return 1;
}

sub Commit {
my $self = shift;
my $tstatus = $self->TicketObj->Status;
if ($tstatus eq 'new') { my ($val, $msg) =
$self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
$self->TicketObj->FirstCustomFieldValue( 'Teller New' ) + 5,
RecordTransaction => 0 ); }
if ($tstatus eq 'open') { my ($val, $msg) =
$self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
$self->TicketObj->FirstCustomFieldValue( 'Teller New' ) + 5,
RecordTransaction => 0 ); }
# --- Insert more if statements to match more ticket statusses. ---

# --- the part below doesn't seem to work, no idea why. ---
#unless ( $val ) {
#   $RT::Logger->error("Coudln't change Custom Field: $msg");
#   return 0;
#}
return 1;
}

1;

-- Bart


Op 8 december 2011 12:31 schreef Bart  het volgende:

> Ok,
>
> Will do a little more adjusting, thanks for the help.
>
> -- Bart
>
>
> Op 8 december 2011 12:28 schreef Ruslan Zakirov het 
> volgende:
>
> On Thu, Dec 8, 2011 at 14:46, Bart  wrote:
>> > sub Prepare  {
>> > my $self = shift;
>> > my $new_value = $self->TicketObj-> FirstCustomFieldValue( 'Teller
>> New' )
>> > + 5;
>> > $self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value
>> =>
>> > $new_value, RecordTransaction => 0 );
>> > return 1;
>> > }
>>
>> You should move all this code into Commit. Don't change objects during
>> prepare.
>>
>> --
>> Best regards, Ruslan.
>>
>
>

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Re: [rt-users] Transaction custom field not showing in Incident

[Ruslan Zakirov]

On Tue, Nov 15, 2011 at 12:02 AM, Kevin Falcone
 wrote:
> On Mon, Nov 14, 2011 at 01:55:42PM -0500, Xin, Qiao wrote:
>> I created a Ticket transactions custom field named "Notification" and 
>> applied to the "Incidents" queue of RTIR.
>> However, it is not shown in the page when I try to "Reply" or "Comment" to 
>> ticket. I add "Modify custom field" and "
>> See custom fields" privileges to everyone and it is still not shown.
>>
>> To test, I applied the field to the queue "General" and the field is shown 
>> correctly on the "Reply" page. I searched
>> in the mailing list and somebody said RTIR queues are special. Is there 
>> anyway I can enable the transaction custom
>> field in "Incidents" queue?
>
> Unfortunately - the Reply page in RTIR predates Transaction Custom
> Fields and was never updated to include them.
>
> I thought there was a feature ticket open about this, but I can't find it.
>

This is implemented in RTIR 3.0.0rc1 that is also port of RTIR over RT4.


> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Queue Notification Scrip question

[Ruslan Zakirov]

On Mon, Nov 21, 2011 at 11:54 PM, Todd French
 wrote:
> I’m trying to tidy up the notifications our users get on RT, currently we
> have in place a scrip that On Queue Change, Notify Admin CC’s.  What I’d
> like to do is tweak this so that it only sends the notification for tickets
> that change when the owner is nobody, as we also have set a notification
> when the owner changes.  This way we’re only broadcasting to all AdminCC’s
> when there’s something to go take ownership of, not something that is
> already owned.
>
>
>
> I’ve tried using a custom condition such as:
>
> return 1 unless $self->TicketObj->Owner != $RT::Nobody->id;
>
> but I was unsure on how to replicate the usual Notify AdminCC’s action.

You don't need to replicate Notify action. You need custom condition
and replicate On Queue Change condition what is really simple.

-- 
Best regards, Ruslan.

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Re: [rt-users] 403 error on local mods

[Ruslan Zakirov]

On Wed, Nov 30, 2011 at 4:20 AM, Yan Seiner  wrote:
> 29/Nov/2011:16:04:36 -0800] "GET /WSCNews/ HTTP/1.1" 403 26
>
> and that's it.  I can change the file permissions on WSCNews to deny read
> access and I get the stock "Forbidden: You do not have permission" error
> message, but if I allow RT read permission I still get a 403 but a blank
> page.  I've changed permissions on the

What files do you have in the directory. May be RT accidentally sends
403 instead of 404.

-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Customize Quicksearch RT 4.0.4

[Ruslan Zakirov]

On Wed, Nov 30, 2011 at 5:14 PM, Sean McDaid  wrote:
> Also where can the state of a status be defined, for example "cust_info"
> should be a Waiting state?

RT has only 3 states: initial, active and inactive. No waiting state,
stalled status that is in default lifecycle is still considered
active.

-- 
Best regards, Ruslan.

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* Boston  March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Bart]

Ok,

Will do a little more adjusting, thanks for the help.

-- Bart


Op 8 december 2011 12:28 schreef Ruslan Zakirov  het
volgende:

> On Thu, Dec 8, 2011 at 14:46, Bart  wrote:
> > sub Prepare  {
> > my $self = shift;
> > my $new_value = $self->TicketObj-> FirstCustomFieldValue( 'Teller
> New' )
> > + 5;
> > $self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
> > $new_value, RecordTransaction => 0 );
> > return 1;
> > }
>
> You should move all this code into Commit. Don't change objects during
> prepare.
>
> --
> Best regards, Ruslan.
>

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* Boston — March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 14:46, Bart  wrote:
> sub Prepare  {
>     my $self = shift;
>     my $new_value = $self->TicketObj-> FirstCustomFieldValue( 'Teller New' )
> + 5;
>     $self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
> $new_value, RecordTransaction => 0 );
>     return 1;
> }

You should move all this code into Commit. Don't change objects during prepare.

-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 14:46, Bart  wrote:
> One last question though, this custom action is only loaded when I
> explicitly call for it? (I assume yes, but want to be sure if it)

Yes. You can register it in database and use in scrips. You can also
use Argument value to control the action.

Check other actions for examples.

-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Autocreate external users

[Ruslan Zakirov]

On Fri, Dec 2, 2011 at 10:49 PM, Yan Seiner  wrote:
> I need to allow for the automatic creation of unprivileged users when we
> get emails from outside.  Right now I create privileged users when they
> log in via LDAP:
>
> Set($AutoCreateNonExternalUsers, 1);
> Set($AutoCreate, {Privileged => 1});
>
> Now I need to create unprivileged users on emails from outside, mostly as
> reply to tickets...
>
> Seems like it used to work under 3.8 and I broke something moving to 4.0
>
> Any suggestions?

AutoCreate is RT's option and works in RT even without EA plugin.

May be to achieve what you want you can map Privileged in attr_map
option to LDAP attribute that always has 1 as value. As well, set
AutoCreate to default. Never tried this.

> --
> Pain is temporary. It may last a minute, or an hour, or a day, or a year,
> but eventually it will subside and something else will take its place. If
> I quit, however, it lasts forever.
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012



-- 
Best regards, Ruslan.

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* Boston  March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Bart]

Damn, this really is kinda cool ^_^ (learn something new every day)

To recap what I did.

# Go to the place where all the actions are located

cd /opt/rt4/lib/RT/Action

# Copy EscalatePriority to TEST.pm, I needed an example ;)

cp EscalatePriority.pm TEST.pm

# Edit TEST.pm to look like this (full content)

=head1 NAME

  RT::Action::TEST

=head1 DESCRIPTION

Some test script, will increase the value of a CF by 5.

CF = CF +  5
=cut


package RT::Action::TEST;
use base 'RT::Action';

use strict;

sub Describe  {
  my $self = shift;
  return (ref $self . " will increase the value of a CF by 5..");
}

sub Prepare  {
my $self = shift;
my $new_value = $self->TicketObj-> FirstCustomFieldValue( 'Teller New'
) + 5;
$self->TicketObj->AddCustomFieldValue(Field => 'Teller New', Value =>
$new_value, RecordTransaction => 0 );
return 1;
}

sub Commit {
#  I'll see if I can add some error logging here 
}

#  Is this one needed? 
RT::Base->_ImportOverlays();

1;

# Then launch rt-crontool like this as a test for all new tickets: (it
should edit roughly 6000 tickets in my test environment)

/opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg "status
= 'new'" --action RT::Action::TEST

The last bit takes a while to complete but I find that understandable (it's
a slow test server, it's swapping memory like crazy and CPU load is rather
high, production has more memory and more CPU's / stronger CPU's so it
shouldn't be much of a problem there ^_~)

One last question though, this custom action is only loaded when I
explicitly call for it? (I assume yes, but want to be sure if it)

Other then that this is allot "cleaner" then hacking the SQL database. (and
it's silent ^_^)

-- Bart


Op 8 december 2011 11:17 schreef Ruslan Zakirov  het
volgende:

> On Thu, Dec 8, 2011 at 14:01, Bart  wrote:
> > Can the rt-crontool launch an internal RT scrip (e.g. a global scrip or
> > something like that) as action instead of the actions that I come across
> at
> > the examples?
>
> It's exactly what it does - replays custom condition, scrip and
> template combination on every ticket returned by a custom search.
>
> You need RT::Action::IncreaseCustomField module and there do something
> like:
>
> my ($status, $msg) = $ticket->AddCustomFieldValue(
>Field => "CF",
>Value => $ticket->FirstCustomFieldValue("CF") + 5,
> );
>
>
> --
> Best regards, Ruslan.
>

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Re: [rt-users] RT-Extension-LDAPImport Sizelimit exceeded

[Ruslan Zakirov]

On Mon, Dec 5, 2011 at 5:28 PM, Givano  wrote:
> Hi,
>
> have configured LDAP Import extension with RT 4.0.2 and getting following
> error message from script:
>
> [Mon Dec  5 11:24:47 2011] [error]: LDAP search failed Sizelimit exceeded
> (/usr/local/share/request-tracker4/lib/RT/Extension/LDAPImport.pm:866)
>
> as much I understand this comes because domain controller limits the query
> by max. 1000 entries, in my case the query returns over 5000 entries.
>
> I've googled about that issue and people recommending use of simple paging
> in the script. As much I understood from looking
> over /usr/local/share/request-tracker4/lib/RT/Extension/LDAPImport.pm this
> paging feature is not implemented at the moment.
>
> Any of you had similiar issue and have some solution (patch) for it beside
> changing this 1000 entries option on domain controller?


No patches:

https://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-LDAPImport

And I don't remember that anybody reported it. Patches are welcome. At
least report it via rt.cpan.org.

>
> Thanks in advance,
>
> Ivan
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Problems sending with SendMail

[Ruslan Zakirov]

On Mon, Dec 5, 2011 at 8:05 PM, Daniel Garcia Mejia  wrote:
> Set($SendmailPatch, "/usr/sbin/sendmail");

Typo. It should be Path, not Patch.


-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] add 'tale' link to rt emails

[Ruslan Zakirov]

Hi,

Are you sure you modify correct template. For example you may be
changing global template named X while queue you test in also has
template named X.

On Mon, Dec 5, 2011 at 8:50 PM, Tim Dunphy  wrote:
> hello list,
>
>  I am attempting to have my rt instance include a link to 'take' the ticket 
> in the emails sent out by the queue I just setup.
>
>   In my template for the queue I have included this text:
>
>
>  Please attend to this request.
>
> {RT->Config->Get('WebURL')}Ticket/Display.html?Action=Take&id={$Ticket->id}
>
> thank you
>
>
> But no link appears in the ticket:
>
>
> Greetings,
>
> This message has been automatically generated in response to the
> creation of a trouble ticket regarding:
>        "take link 3rd try",
> a summary of which appears below.
>
> There is no need to reply to this message right now.  Your ticket has been
> assigned an ID of [Operations #52].
>
> Please include the string:
>
>         [Operations #52]
>
> in the subject line of all future correspondence about this issue. To do so,
> you may reply to this message.
>
>                        Thank you,
>                        o...@mm3.mlbam.com
>
> -
> Test 'take' link in RT
>
> Can someone please point out what I'm doing wrong and how to correct it?
>
>
> thanks!
> tim
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Clock and TitleBox widgets

[Ruslan Zakirov]

On Mon, Dec 5, 2011 at 10:52 PM, Yan Seiner  wrote:
> Has anyone implemented TitleBox and Clock (and maybe other) widgets that
> can be used on dashboards?
>
> We rolled out our status board which shows the status of current jobs.
> The status board is a browser kiosk (no window decorations or menubar).
> The two most asked questions:  Where is the clock?  and Can we get sports
> info on it?  :-)
>
> A clock would be good.


Dashboard can have a portlet.
http://requesttracker.wikia.com/wiki/WritingPortlets

>
>
> --
> Pain is temporary. It may last a minute, or an hour, or a day, or a year,
> but eventually it will subside and something else will take its place. If
> I quit, however, it lasts forever.
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 14:01, Bart  wrote:
> Can the rt-crontool launch an internal RT scrip (e.g. a global scrip or
> something like that) as action instead of the actions that I come across at
> the examples?

It's exactly what it does - replays custom condition, scrip and
template combination on every ticket returned by a custom search.

You need RT::Action::IncreaseCustomField module and there do something like:

my ($status, $msg) = $ticket->AddCustomFieldValue(
Field => "CF",
Value => $ticket->FirstCustomFieldValue("CF") + 5,
);


-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Bart]

Looking into this atm, might be a more "clean" way of doing this:

http://requesttracker.wikia.com/wiki/WriteCustomAction

-- Bart


Op 8 december 2011 11:01 schreef Bart  het volgende:

> I find the rt-crontool to be a bit confusing. I can search with it, set a
> CF based on search results etc.
>
> But the trick would be to do something like CF-'some cf'="Old CF Value" +
> 5.
>
> Can the rt-crontool launch an internal RT scrip (e.g. a global scrip or
> something like that) as action instead of the actions that I come across at
> the examples?
>
> -- Bart
>
>
> Op 8 december 2011 10:50 schreef Ruslan Zakirov het 
> volgende:
>
> On Thu, Dec 8, 2011 at 10:34, Bart  wrote:
>> > Any suggestions on how to achieve the above without writing stuff in the
>> > ticket history?
>>
>> With a silent flag that only available through API. rt-crontool +
>> custom scrip action is your friend.
>>
>> --
>> Best regards, Ruslan.
>>
>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
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Re: [rt-users] category & description for custom field

[Marouane Himdi]

Thanks Ruslan for your reactivity
I'll test that

- Mail original -
De: "Ruslan Zakirov" 
À: "Marouane HIMDI" 
Cc: "rt-users" 
Envoyé: Jeudi 8 Décembre 2011 11:01:58
Objet: Re: [rt-users] category & description for custom field

On Thu, Dec 8, 2011 at 13:30, Marouane Himdi  wrote:
> Hi all,
> How can I get category and description associated to a value of a custom
> field
> we need that to use it in a scrip

my $cf = $ticket->LoadCustomFieldByIdentifier( "CF name");
my $value = $ticket->FirstCustomFieldValue( $cf->Name );

my $value_obj = RT::CustomFieldValue->new( $ticket->CurrentUser );
$value_obj->LoadByCols( CustomField => $cf->id, Name => $value );

my $cat = $value_obj->Category;
my $desc = $value_obj->Description;

Not tested but should be close.

>
> Best regards
>
> Marouane HIMDI
> Ingénieur R&D
> (Keys : monitoring, functionnal&load-Testing, request-tracketing, ... )
>
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] category & description for custom field

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 13:30, Marouane Himdi  wrote:
> Hi all,
> How can I get category and description associated to a value of a custom
> field
> we need that to use it in a scrip

my $cf = $ticket->LoadCustomFieldByIdentifier( "CF name");
my $value = $ticket->FirstCustomFieldValue( $cf->Name );

my $value_obj = RT::CustomFieldValue->new( $ticket->CurrentUser );
$value_obj->LoadByCols( CustomField => $cf->id, Name => $value );

my $cat = $value_obj->Category;
my $desc = $value_obj->Description;

Not tested but should be close.

>
> Best regards
>
> Marouane HIMDI
> Ingénieur R&D
> (Keys : monitoring, functionnal&load-Testing, request-tracketing, ... )
>
>
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Bart]

I find the rt-crontool to be a bit confusing. I can search with it, set a
CF based on search results etc.

But the trick would be to do something like CF-'some cf'="Old CF Value" + 5.

Can the rt-crontool launch an internal RT scrip (e.g. a global scrip or
something like that) as action instead of the actions that I come across at
the examples?

-- Bart


Op 8 december 2011 10:50 schreef Ruslan Zakirov  het
volgende:

> On Thu, Dec 8, 2011 at 10:34, Bart  wrote:
> > Any suggestions on how to achieve the above without writing stuff in the
> > ticket history?
>
> With a silent flag that only available through API. rt-crontool +
> custom scrip action is your friend.
>
> --
> Best regards, Ruslan.
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] RT tool & RecordTransaction => 0

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 10:34, Bart  wrote:
> Any suggestions on how to achieve the above without writing stuff in the
> ticket history?

With a silent flag that only available through API. rt-crontool +
custom scrip action is your friend.

-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

[rt-users] category & description for custom field

[Marouane Himdi]

Hi all,
How can I get category and description associated to a value of a custom field
we need that to use it in a scrip

Best regards



Marouane HIMDI
Ingénieur R&D
(Keys : monitoring, functionnal&load-Testing, request-tracketing, ... )




RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] Can't open Ticket Time::ParseDate error

[john s.]

Hello everybody 


after a few commands with mysqlcheck on the table which belongs to ...
everything is fine 


best regards 

john  s. 


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Re: [rt-users] Can't open Ticket Time::ParseDate error

[Bart]

What do you see in /var/log/messages or /var/log/syslog

Also, what are the entries in /opt/rt4/var/log (error and access)? (is the
"click" registered?)

Do other things via de webinterface work? (is this the only problem your
seeing? e.g. ticket creation, editing some fields, etc.)

-- Bart


Op 8 december 2011 10:25 schreef john s.  het
volgende:

>
>
>
> ?
>
>
>
>
>
>
>
>
>
> --
> View this message in context:
> http://old.nabble.com/Can%27t-open-Ticket-Time%3A%3AParseDate-error-tp32901809p32933376.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] Can't open Ticket Time::ParseDate error

[john s.]

?









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Re: [rt-users] Register Bcc as AdminCc user

[Ruslan Zakirov]

On Thu, Dec 8, 2011 at 11:43, Kriegers Horst  wrote:
> Hello all,
>
>
>
> After 2 days of searching I don’t find any solution and now I need your
> help.
>
>
>
> I wich to automatically register Bcc user as AdminCc on ticket.
>
> Is there a configuration or a scrip to do this ?

If you mean one time recipient Bcc input then it's saved in headers.
Grep for OtherRecipients in lib/RT/Action/Notify.pm to see how get
addresses in your custom scrip.

>
>
>
>
>
> A great thanks for your help.
>
> Horst
>
>
>
>
>
>
>
>
>
>
> 
> Note Importante: Le contenu de ce courriel est uniquement réservé à la
> personne ou l'organisme à qui il est destiné. Si vous n'êtes pas le
> destinataire prévu, veuillez nous en informer au plus vite et détruire le
> présent courriel. Dans ce cas, il ne vous est pas permis de copier ce
> courriel, de le distribuer ou de l'utiliser de quelque manière que ce soit.
>
> 
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> recipient, please inform us immediately and delete the present e-mail. In
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> way.
>
> 
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012



-- 
Best regards, Ruslan.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012