[rt-users] ticket number by queue
Hi, I have a requirement to have ticket number sequenced by Queue, is this possible? or RT way of using all tickets to be in sequence, disregard of Queue Hope I make any sense by above query! Thanks and Regards RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] [solved]Re: Can't open Ticket Time::ParseDate error
Problem solved: I switched to the internet explorer so i guess it's a kind of Firefox issue but if someone know what kind of error it is it would be helpfull to know some infos according to it .. best regards john s. -- View this message in context: http://old.nabble.com/Can%27t-open-Ticket-Time%3A%3AParseDate-error-tp32901809p33206995.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-users] RT4.0.4 Custom Scrip Guidance
All,
We have an external perl script that trolls through the RT MySQL DB
looking for recent transactions with a specific CF that has been
updated. The script will pull out specific data from the DB and update
an External Site for notifications. The script is used to inform the
campus when we are planning server maintenance or are working on a issue
that impacts the campus.
Would like to convert the external perl script into a RT Custom Scrip
that acts upon 'Correspond' || 'Comment' CF modification, when those
conditions are met the Custom Action will call an external perl script
with appropriate data to update the notification www site.
Have the following (based on
http://requesttracker.wikia.com/wiki/OnCustomFieldValueChange) which
throws 'RT: Couldn't load object RT::Transaction #0
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2164)' in the log
unless (
( ($self-TransactionObj-Type eq Correspond
|| $self-TransactionObj-Type eq Comment)
$self-TransactionObj-Field == 18 )
) {
return 0;
}
return 0 unless $self-TicketObj-FirstCustomFieldValue('External
Updates') =~ /Public Status/i;
1;
Regards,
Ron
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] ticket number by queue
On 01/26/2012 03:14 AM, Asanka Gunasekera wrote: Hi, I have a requirement to have ticket number sequenced by Queue, is this possible? or RT way of using all tickets to be in sequence, disregard of Queue RT uses just one sequence and doesn't support a per-queue sequence. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Question about moving between queues
Hi, I can't seem to figure out what I need to change to allow the viewing of what queue the ticket went to. So when I changed the queue from General to Technical Projects, all It shows in the log for the user is Queue changed from General to Thanks in advance! Tom RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT4.0.4 Custom Scrip Guidance
On 1/26/2012 8:38 AM, Ronald J. Yacketta wrote:
All,
We have an external perl script that trolls through the RT MySQL DB
looking for recent transactions with a specific CF that has been
updated. The script will pull out specific data from the DB and update
an External Site for notifications. The script is used to inform the
campus when we are planning server maintenance or are working on a
issue that impacts the campus.
Would like to convert the external perl script into a RT Custom Scrip
that acts upon 'Correspond' || 'Comment' CF modification, when
those conditions are met the Custom Action will call an external perl
script with appropriate data to update the notification www site.
Have the following (based on
http://requesttracker.wikia.com/wiki/OnCustomFieldValueChange) which
throws 'RT: Couldn't load object RT::Transaction #0
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2164)' in the log
unless (
( ($self-TransactionObj-Type eq Correspond
|| $self-TransactionObj-Type eq Comment)
$self-TransactionObj-Field == 18 )
) {
return 0;
}
return 0 unless $self-TicketObj-FirstCustomFieldValue('External
Updates') =~ /Public Status/i;
1;
Regards,
Ron
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
A little more background
The CF was created as such:
Type: Select One value
Request Type: Select Box
Applies To: Ticket Transactions
Values:
Change Log
Public Status
Private Status
Script created as such:
Condition: User Defined
Action: User Defined
Template: Blank
Stage:TransactionCreate
Not sure it is a Scrip issue, I modified the script and put 1; in each
box and still get the log message. Also tried with each box being empty,
no joy same log message.
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] RT4.0.4 Custom Scrip Guidance
On Thu, Jan 26, 2012 at 08:38:42AM -0500, Ronald J. Yacketta wrote:
All,
We have an external perl script that trolls through the RT MySQL DB
looking for recent transactions with a specific CF that has been
updated. The script will pull out specific data from the DB and
update an External Site for notifications. The script is used to
inform the campus when we are planning server maintenance or are
working on a issue that impacts the campus.
Would like to convert the external perl script into a RT Custom
Scrip that acts upon 'Correspond' || 'Comment' CF modification,
when those conditions are met the Custom Action will call an
external perl script with appropriate data to update the
notification www site.
Have the following (based on
http://requesttracker.wikia.com/wiki/OnCustomFieldValueChange) which
throws 'RT: Couldn't load object RT::Transaction #0
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2164)' in the log
This is just a warning, not an error, and unrelated to your scrip not
matching.
unless (
( ($self-TransactionObj-Type eq Correspond
|| $self-TransactionObj-Type eq Comment)
$self-TransactionObj-Field == 18 )
) {
return 0;
}
return 0 unless $self-TicketObj-FirstCustomFieldValue('External
Updates') =~ /Public Status/i;
Your CF is actually a transaction CF, not a ticket cf.
You have to ask for the
TransactionObj-FirstCustomFieldValue('External Updated')
Also, if you have a look in your DB, is Field being set on the
Correspond/Comment transactions for this?
Unfortunately, even with the problem I listed above, you have a worse
problem.
Transaction Custom Fields aren't set until After the
Correspond/Comment, which means that the value won't be available to
you in the Scrip Condition.
Your best bet is to make this Scrip a TransactionBatch scrip, which
lets it run last, and then you can check for Correspond or Comment and
TransactionObj-FirstCustomFieldValue
Please don't change all your Scrips to TransactionBatch, as it causes
the Preview Scrips feature to not work.
-kevin
pgpVDsAkkVTIY.pgp
Description: PGP signature
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Help installing RT4 on Ubuntu
I have installed RT 4 on ubuntu and have tested the web after restarting apache, nothing shows up except the normal apache It Works! What am I doing wrong in this case? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] How to hide RT-originator?
Hello, I would like to hide the real email addresses that appear in RT-Originator in the email header. Would you be able to tell me how to do that? Thank you very much! Regards Kate RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] How to hide RT-originator?
I believe what I need to change is UseOriginatorHeader from 0 to 1 On 01/26/2012 06:57 PM, Katina Haytova wrote: Hello, I would like to hide the real email addresses that appear in RT-Originator in the email header. Would you be able to tell me how to do that? Thank you very much! Regards Kate 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
[rt-users] Callbacks
Hi,
I'm using RT 4.04.
I want to make a callback on top of the page that if a CF is empty when
I resolve one ticket
I search in rt-users and I found this one user that do this:
Part 1: Modify.html/Default callback (user submitted a form from
The Basics)
%INIT
# Modify.html/Default
my $ARGSRef = $ARGS{'ARGSRef'};
# Bail if a resolve operation is not being tried.
my $Status = $$ARGSRef{'Status'};
if ($Status !~ /resolved/) {
return 1;
}
my $ticket = LoadTicket($$ARGSRef{'id'});
my $CustomFields = $ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
my $nam = $CustomField-Name;
my $val = $ticket-FirstCustomFieldValue($nam);
if (($nam =~ /SomeRequiredField/i) and ($val =~ /^\s*$/)) {
Abort(ERROR: SomeRequiredField must be set to allow resolving.
Please use your browser's 'Back' button to correct this issue as
desired.);
}
}
return 1;
/%INIT
%ARGS
/%ARGS
==
Part 2: Update.html/Initial callback. User clicked Resolve
hyperlink on a ticket (upper right).
%INIT
my $ARGSRef = $ARGS{'ARGSRef'};
# Bail if a resolve operation is not being tried.
my $DefaultStatus = $$ARGSRef{'DefaultStatus'};
if ($DefaultStatus !~ /resolved/) {
return 1;
}
my $ticket = LoadTicket($$ARGSRef{'id'});
my $CustomFields = $ticket-QueueObj-TicketCustomFields();
while (my $CustomField = $CustomFields-Next()) {
my $nam = $CustomField-Name;
my $val = $ticket-FirstCustomFieldValue($nam);
if (($nam =~ /SomeRequiredField/i) and ($val =~ /^\s*$/)) {
Abort(ERROR: SomeRequiredField must be set to allow resolving.
Please use your browser's 'Back' button to correct this issue as
desired.); }
}
return 1;
/%INIT
%ARGS
/%ARGS
I can't understand how I can put this in RT , I suppose that the above
code is written for RT 3 and not for RT4 because I don't find 'Initial'
or 'Default'.
Any ideas that how I can implement or where exactly I have to put the
above code to make me a callback with a message if there are any CF
empty on resolve?
THANKS!
--
...
__
/ / Daniel García Mejía
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Científics i Acadèmics de Catalunya
Gran Capità, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgar...@cesca.cat
...
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] RT4.0.4 Custom Scrip Guidance
On 1/26/2012 11:55 AM, Kevin Falcone wrote:
On Thu, Jan 26, 2012 at 08:38:42AM -0500, Ronald J. Yacketta wrote:
All,
We have an external perl script that trolls through the RT MySQL DB
looking for recent transactions with a specific CF that has been
updated. The script will pull out specific data from the DB and
update an External Site for notifications. The script is used to
inform the campus when we are planning server maintenance or are
working on a issue that impacts the campus.
Would like to convert the external perl script into a RT Custom
Scrip that acts upon 'Correspond' || 'Comment' CF modification,
when those conditions are met the Custom Action will call an
external perl script with appropriate data to update the
notification www site.
Have the following (based on
http://requesttracker.wikia.com/wiki/OnCustomFieldValueChange) which
throws 'RT: Couldn't load object RT::Transaction #0
(/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2164)' in the log
This is just a warning, not an error, and unrelated to your scrip not
matching.
unless (
( ($self-TransactionObj-Type eq Correspond
|| $self-TransactionObj-Type eq Comment)
$self-TransactionObj-Field == 18 )
) {
return 0;
}
return 0 unless $self-TicketObj-FirstCustomFieldValue('External
Updates') =~ /Public Status/i;
Your CF is actually a transaction CF, not a ticket cf.
You have to ask for the
TransactionObj-FirstCustomFieldValue('External Updated')
Also, if you have a look in your DB, is Field being set on the
Correspond/Comment transactions for this?
Unfortunately, even with the problem I listed above, you have a worse
problem.
Transaction Custom Fields aren't set until After the
Correspond/Comment, which means that the value won't be available to
you in the Scrip Condition.
Your best bet is to make this Scrip a TransactionBatch scrip, which
lets it run last, and then you can check for Correspond or Comment and
TransactionObj-FirstCustomFieldValue
Please don't change all your Scrips to TransactionBatch, as it causes
the Preview Scrips feature to not work.
-kevin
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston --- March 5 6, 2012
Kevin,
THANKS!!
Works like a champ now!!
-Ron
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
Re: [rt-users] Question about moving between queues
in the log for the user is “Queue changed from General to” That blank instead of Queue name probably means you have no rights to see that queue, not even it's printed name. use the root RT user to check that queue, group rights and see. Allen RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] SeeCustomField right applied on Queue vs on CF ?
Hi All, My users can't see customfield on search form. I'm aware that they should first select a queue and submit, but even if they do it, they can't see the customfields. SuperUser can see them. Also, when they create, modify or display a ticket they can see and modify those custom fields, so the problem is only on the search form (Search/Build.html). My users are in a team group, and this group have SeeCustomField and ModifyCustomField rights on the queue. I had to give SeeCustomField and ModifyCustomField rights to the team group on the custom field itself, just to be able to see it in the search form. Looks awkward to me, am I doing something wrong ? I'm using RT3.8.7 on ubuntu 10.04.1. Thanks, -- daniel RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Is it possible to use only one email account for all queue's?
Is it possible to use only one email account for all queue's? Allowing for reply's/comments to go to the appropriate place, and have when sent with no context to an existing ticket/queue it goes into a default queue? Thanks, Tom RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Help installing RT4 on Ubuntu
On Thu, Jan 26, 2012 at 12:02:28PM -0500, Borngunners wrote: I have installed RT 4 on ubuntu and have tested the web after restarting apache, nothing shows up except the normal apache It Works! What am I doing wrong in this case? You're going to need to share your apache config for anyone to be able to offer advice. -kevin pgpfBnhMLq2N1.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] SeeCustomField right applied on Queue vs on CF ?
On Thu, Jan 26, 2012 at 07:19:56PM +0100, Daniel BLANC wrote: My users can't see customfield on search form. I'm aware that they should first select a queue and submit, but even if they do it, they can't see the customfields. SuperUser can see them. Also, when they create, modify or display a ticket they can see and modify those custom fields, so the problem is only on the search form (Search/Build.html). My users are in a team group, and this group have SeeCustomField and ModifyCustomField rights on the queue. I had to give SeeCustomField and ModifyCustomField rights to the team group on the custom field itself, just to be able to see it in the search form. Looks awkward to me, am I doing something wrong ? I'm using RT3.8.7 on ubuntu 10.04.1. There have been a bunch of bug fixes in this code since 3.8.7 was released more than 2 years ago. If the same ACL problem shows up on 3.8.11 or the 4.0.5rc1 release candidate, please file a bug. Thanks -kevin pgpsO42h2pRXl.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Is it possible to use only one email account for all queue's?
On Thu, Jan 26, 2012 at 03:44:42PM -0500, Thomas Misilo wrote: Is it possible to use only one email account for all queue's? Yes. Allowing for reply's/comments to go to the appropriate place, and have when sent with no context to an existing ticket/queue it goes into a default queue? rt-mailgate will have to have a default setting of a queue, correspondences on existing tickets will find the appropriate ticket using the subject tag. -kevin pgpy5GWsl2bFG.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] rt-mailgate
Hi We let Apache authenticate under SSL but had problems with rt-mailgate. Our work around was to configure httpd.conf as below so that rt-mailgate could operate under port 80. No doubt there are better ways, but this is working for us. ### Force SSL for RT except the NoAuth and REST directories Location /rt4/NoAuth/ Order allow,deny Allow from all Satisfy Any /Location Location /rt4/REST/1.0/NoAuth/ Order allow,deny Allow from all Satisfy Any /Location LocationMatch ^/rt4/($|[^NR]) SSLRequireSSL AuthType [...] Require valid-user /LocationMatch -- Jim Berry RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] How to hide RT-originator?
Set($UseOriginatorHeader, 0); -Chris Am 26.01.2012 18:06, schrieb Katina Haytova: I believe what I need to change is UseOriginatorHeader from 0 to 1 On 01/26/2012 06:57 PM, Katina Haytova wrote: Hello, I would like to hide the real email addresses that appear in RT-Originator in the email header. Would you be able to tell me how to do that? Thank you very much! Regards Kate 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 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Question about moving between queues
Thomas. Create a Custom Field named Last Queue and then write a scrip that populates that CF with the current Queue before it is moved. Kenn On Thu, Jan 26, 2012 at 10:46 AM, Allen allen+rtl...@crystalfontz.comwrote: in the log for the user is “Queue changed from General to” That blank instead of Queue name probably means you have no rights to see that queue, not even it's printed name. use the root RT user to check that queue, group rights and see. Allen 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] SeeCustomField right applied on Queue vs on CF ?
Daniel, When you grant rights for a Custom Field to a group, then they have those rights r*egardless of Queue*. When you grant rights to Custom Fields at the Queue level, you lose the ability to segregate Custom Fields in that Queue. What if you have some Custom Fields in a Queue that you DO NOT want everyone to see. If you grant SeeCustomFields to a group or role at the Queue level only, they will see ALL Custom Fields. Now you have lost the ability to hide some CF's from that group. Granting Rights to Custom Fields to groups only allows you to relate the need to see these fields for just those that actually need to see them. You have more flexibility. Also, if you had granted those rights to the CF's for the GROUP while in the Config-CustomFields, then they WOULD have seen them when in Query. Hope this helps. Kenn On Thu, Jan 26, 2012 at 10:19 AM, Daniel BLANC d...@42kettles.net wrote: Hi All, My users can't see customfield on search form. I'm aware that they should first select a queue and submit, but even if they do it, they can't see the customfields. SuperUser can see them. Also, when they create, modify or display a ticket they can see and modify those custom fields, so the problem is only on the search form (Search/Build.html). My users are in a team group, and this group have SeeCustomField and ModifyCustomField rights on the queue. I had to give SeeCustomField and ModifyCustomField rights to the team group on the custom field itself, just to be able to see it in the search form. Looks awkward to me, am I doing something wrong ? I'm using RT3.8.7 on ubuntu 10.04.1. Thanks, -- daniel 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] SeeCustomField right applied on Queue vs on CF ?
Kevin Falcone falc...@bestpractical.com writes: There have been a bunch of bug fixes in this code since 3.8.7 was released more than 2 years ago. If the same ACL problem shows up on 3.8.11 or the 4.0.5rc1 release candidate, please file a bug. Thanks -kevin Ok I was thinking about migrating to RT4 anyway. I'll file a bug if the problem is still there. Thanks, -- daniel RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
