Re: [rt-users] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?
Hi, Could you explain what your trying to achieve? Maybe we can give some input on the options that you have (we're kinda shooting in the dark now). A CF is an extra field which can have predefined input or contains open input. It's considered extra information for a ticket. In our case we have a set of the following CF's (as an example): - Ticket type (incident, problem, change, etc.), done with a dropdown menu. - Item A, B and C (CI items), done with a dropdown menu. - Requestor organization, based on the organization set at the requestor we fill this field with that value (handy for the ticket overview / search capabilities). So I guess you could say that a CF adds information to a ticket, depending on your scrips it could even set a comment upon setting a value in a CF. -- Bart Op 30 januari 2012 22:20 schreef Jim Lesinski jim.lesin...@gmail.com het volgende: Are the custom fields used to push data into the tickets somehow? If so that may be sufficient for our need. Thanks, Jim Lesinski On Jan 30, 2012, at 7:28 PM, Kevin Falcone falc...@bestpractical.com wrote: On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote: Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful. rt-extension-formtools is for building custom forms, not for modifying the default layout of Ticket/Create.html or Ticket/Update.html -kevin 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] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?
Sure. We're still looking at RT, but I am familiar with the concept of custom fields as they are used in various systems that we currently use (ie SharePoint, MSCRM, Umbraco, various others, etc) Currently I am trying to understand what our options are for arranging the custom fields to capture data from both the end user (employee) submitting a request and the employee responding to the request. As I understand it currently, we can integrate a custom web form via the rest interface to capture end user input. Ideally I would like to arrange the default portal forms in something other than a single or two column layout. Additionally I would like to arrange the owners view of the fields to more than a single or two column layout. I was hoping formtools would assist in achieving this. I have read other articles suggesting the use of a custom page which is redirected to based on the queue that is loaded. Does that help? Thanks, Jim Lesinski On Jan 31, 2012, at 10:18 AM, Bart b...@pleh.info wrote: Hi, Could you explain what your trying to achieve? Maybe we can give some input on the options that you have (we're kinda shooting in the dark now). A CF is an extra field which can have predefined input or contains open input. It's considered extra information for a ticket. In our case we have a set of the following CF's (as an example): Ticket type (incident, problem, change, etc.), done with a dropdown menu. Item A, B and C (CI items), done with a dropdown menu. Requestor organization, based on the organization set at the requestor we fill this field with that value (handy for the ticket overview / search capabilities). So I guess you could say that a CF adds information to a ticket, depending on your scrips it could even set a comment upon setting a value in a CF. -- Bart Op 30 januari 2012 22:20 schreef Jim Lesinski jim.lesin...@gmail.com het volgende: Are the custom fields used to push data into the tickets somehow? If so that may be sufficient for our need. Thanks, Jim Lesinski On Jan 30, 2012, at 7:28 PM, Kevin Falcone falc...@bestpractical.com wrote: On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote: Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If there is documentation for this add on or an example of its use somewhere that would be helpful. rt-extension-formtools is for building custom forms, not for modifying the default layout of Ticket/Create.html or Ticket/Update.html -kevin 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
[rt-users] Unknown encoding in rt-mailgate
Hello, Today we discovered, that for a few days one of the messages sent to out RT is sitting in exim queue and not passing through to RT. After trying passing it to rt-mailgate by hand we got Unknown encoding error. After analyzing the headers it became obvious that the fault is on the side of our client - the encoding specified was an nonexistent one. Since the encoding was specified, EmailInputEncoding doesn't apply to it. What is the proper way of accepting such emails to RT? Regards, -- Robert Wysocki administrator systemów linuksowych CONTIUM S.A., http://www.contium.pl RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Two questions
1. I got partway along writing a Mail Plugin for RT3.8, but, somewhere along the way, I lost it. Can anyone point me to any documentation on them? My goal is to remove the endlessly duplicating newlines of the quoted text on each reply to our tickets and to remove the signatures. 2. Certain people aren't quite clear on who should be assigning tickets to whom, so, I'd like to be able to block that. Is this a transactionbatch step? Can anyone point me to what I'd need to add the code I need to block that? Thanks. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Error with iCal
Hi, Yesterday this works 100% but today... I create a ticket, assign a date of begin and finish, export to iCal and I observer this... [Tue Jan 31 16:58:23 2012] [warning]: Unknown property for Data::ICal::Entry::Event: due at /home/dgarcia/RT/rt-4.0.4/local/plugins/RTx-Calendar/html/NoAuth/Calendar/dhandler line 152 (/usr/lib/perl5/5.8.8/Carp.pm:271) [Tue Jan 31 16:58:23 2012] [warning]: Unknown property for Data::ICal::Entry::Event: due at /home/dgarcia/RT/rt-4.0.4/local/plugins/RTx-Calendar/html/NoAuth/Calendar/dhandler line 152 (/usr/lib/perl5/5.8.8/Carp.pm:271) [Tue Jan 31 16:58:23 2012] [warning]: Unknown property for Data::ICal::Entry::Event: due at /home/dgarcia/RT/rt-4.0.4/local/plugins/RTx-Calendar/html/NoAuth/Calendar/dhandler line 152 (/usr/lib/perl5/5.8.8/Carp.pm:271) In my calendar, I import the .ics file but date does not match with RT system... Any help?? 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] Two questions
On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote: I got partway along writing a Mail Plugin for RT3.8, but, somewhere along the way, I lost it. Can anyone point me to any documentation on them? My goal is to remove the endlessly duplicating newlines of the quoted text on each reply to our tickets and to remove the signatures. There is actually code in 3.8.10 or later to work around Outlook's bugs with newlines. You probably want to look at CommandByMail or the GnuPG encryption plugin for an example of how to work with the mail. Certain people aren't quite clear on who should be assigning tickets to whom, so, I'd like to be able to block that. Is this a transactionbatch step? Can anyone point me to what I'd need to add the code I need to block that? You'd probably be better off just hiding the Owners dropdown from some people (or ensuring they don't have ModifyTicket). If you want to do it from a Scrip, you only need a normal TransactionCreate Scrip when an OwnerChange condition and a custom action. -kevin pgpXdDfQktgUD.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with iCal
On Tue, Jan 31, 2012 at 05:54:29PM +0100, Daniel Garcia Mejia wrote: Hi, Yesterday this works 100% but today... I create a ticket, assign a date of begin and finish, export to iCal and I observer this... [Tue Jan 31 16:58:23 2012] [warning]: Unknown property for Data::ICal::Entry::Event: due at /home/dgarcia/RT/rt-4.0.4/local/plugins/RTx-Calendar/html/NoAuth/Calendar/dhandler line 152 (/usr/lib/perl5/5.8.8/Carp.pm:271) [Tue Jan 31 16:58:23 2012] [warning]: Unknown property for Data::ICal::Entry::Event: due at /home/dgarcia/RT/rt-4.0.4/local/plugins/RTx-Calendar/html/NoAuth/Calendar/dhandler line 152 (/usr/lib/perl5/5.8.8/Carp.pm:271) [Tue Jan 31 16:58:23 2012] [warning]: Unknown property for Data::ICal::Entry::Event: due at /home/dgarcia/RT/rt-4.0.4/local/plugins/RTx-Calendar/html/NoAuth/Calendar/dhandler line 152 (/usr/lib/perl5/5.8.8/Carp.pm:271) In my calendar, I import the .ics file but date does not match with RT system... Why are you using the RTx-Calendar plugin for feeds rather than the built in calendar feed? The RTx-Calendar plugin on 4.0 is really only intended to be used to get a visualization inside RT. RT's ics feeds will have a URL that look like: https://your.rt/NoAuth/iCal/user/token/query And are available from Tickets - Current Search - Feeds - iCal If RTx-Calendar is breaking that link, please file a bug against the extension. -kevin pgpNXRf4g9Ipd.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Unknown encoding in rt-mailgate
On Tue, Jan 31, 2012 at 14:42, Robert Wysocki robert.wyso...@contium.pl wrote: Hello, Today we discovered, that for a few days one of the messages sent to out RT is sitting in exim queue and not passing through to RT. After trying passing it to rt-mailgate by hand we got Unknown encoding error. After analyzing the headers it became obvious that the fault is on the side of our client - the encoding specified was an nonexistent one. Since the encoding was specified, EmailInputEncoding doesn't apply to it. What is the proper way of accepting such emails to RT? Was it a mistake in encoding or just unsupported one? Anyway, it should be reported as a bug report with more details about what was in headers and what is actual encoding of the mail. Regards, -- Robert Wysocki administrator systemów linuksowych CONTIUM S.A., http://www.contium.pl 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] Two questions
On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote: I got partway along writing a Mail Plugin for RT3.8, but, somewhere along the way, I lost it. Can anyone point me to any documentation on them? My goal is to remove the endlessly duplicating newlines of the quoted text on each reply to our tickets and to remove the signatures. There is actually code in 3.8.10 or later to work around Outlook's bugs with newlines. I'm running 4.0.2 and still have the problem. You probably want to look at CommandByMail or the GnuPG encryption plugin for an example of how to work with the mail. Will do. Certain people aren't quite clear on who should be assigning tickets to whom, so, I'd like to be able to block that. Is this a transactionbatch step? Can anyone point me to what I'd need to add the code I need to block that? You'd probably be better off just hiding the Owners dropdown from some people (or ensuring they don't have ModifyTicket). If you want to do it from a Scrip, you only need a normal TransactionCreate Scrip when an OwnerChange condition and a custom action. Thanks, again. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Help installing RT4 on Ubuntu
Okay. Now I have try to reinstall RT again and so far these are the configurations I have: root@helpdesks:/var/tmp/rt-4.0.4# make initialize-database /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database --action init --prompt-for-dba-password In order to create or update your RT database, this script needs to connect to your mysql instance on localhost as root Please specify that user's database password below. If the user has no database password, just press return. Password: Working with: Type: mysql Host: localhost Name: rt4 User: rtuser DBA:root Now creating a mysql database rt4 for RT. Done. Now populating database schema. Done. Now inserting database ACLs. Granting access to rtuser@'localhost' on rt4. Done. Now inserting RT core system objects. Done. [Tue Jan 31 19:32:37 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles functionality. You should set the 'active' property of the 'default' lifecycle and add transition rules; see RT_Config.pm for documentation. (/var/tmp/rt-4.0.4/sbin/../lib/RT/Config.pm:766) Now inserting data. [Tue Jan 31 19:32:37 2012] [info]: RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Comments: SuperUser, Disabled: 0, EmailAddress: root@localhost, Gecos: root, Name: root, Password: password, Privileged: 1, RealName: Enoch Root (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536) [Tue Jan 31 19:32:37 2012] [error]: Could not set user info (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:826) [Tue Jan 31 19:32:38 2012] [error]: Unable to load user: root : Couldn't find row (/var/tmp/rt-4.0.4/sbin/../lib/RT/Handle.pm:956) Done inserting data. Done. Apache configuration: VirtualHost helpdesks.uhc.umd.edu ErrorLog /opt/rt4/var/log/apache2.error TransferLog /opt/rt4/var/log/apache2.access # LogLevel debug AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost thanks, -Original Message- From: Kevin Falcone falc...@bestpractical.com To: rt-users rt-users@lists.bestpractical.com Sent: Mon, Jan 30, 2012 6:32 pm Subject: Re: [rt-users] Help installing RT4 on Ubuntu On Mon, Jan 30, 2012 at 05:11:54PM -0500, Borngunners wrote: Hello Falcone, I have tried the config as stated. This is the message I receive after starting apche: root@helpdesks:/etc/apache2# /etc/init.d/apache2 start * Starting web server apache2 [Mon Jan 30 22:08:01 2012] [warning]: DBD::mysql::st execute failed: Table 'rt4.Users' doesn't exist at /usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm line 587. (/usr/local/share/perl/5.10.1/DBIx/SearchBuilder/Handle.pm:587) You don't appear to have created the RT database. When you said 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 What did you do to install RT? It'd be great if you looked through the README and compared the steps to the notes about what you did. -kevin 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] [rt-devel] RT 4.0.5rc1 Released
On 01/31/2012 09:57 AM, Roedel, Mark wrote: Working well for us so far -- I really like the new look for dashboard emails. I don't think the dashboard emails have changed since 4.0.4. Are you comparing to a different version? If not, I'd be curious to see what change you're talking about. ;) Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Full text search problem on sphinx v4.0.4
Greetings, I am testing rt v4.0.4 with mysql(compiled with sphinx capability) and having some trouble in full text searching. Here are some sample search queries from rt. - Case1: full text search ok with returning right results. -- ( Content LIKE '' ) AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) ( Content LIKE '' OR Content LIKE '') AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) -- - Case2: full text search not ok returning no results and rt seems not sending any search query through sphinx.(no result log in sphinx's query.log) -- ( Content LIKE '' AND Content LIKE '' ) AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) -- I checked both search queries without fulltext configuration and Case1 and 2 both seems returning ok result. My v4.0.4 environment is as follow, - rt v4.0.4 - perl v5.14.2 - mysql v5.1.61 - sphinx 2.0.3 My configurations (sphinx.conf and RT_SiteConfig.pm) are almost default setting and I haven't done any customization of rt codes. Any clues? Toru RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Unknown encoding in rt-mailgate
Dnia 2012-01-31, wto o godzinie 21:43 +0400, Ruslan Zakirov pisze: Was it a mistake in encoding or just unsupported one? Anyway, it should be reported as a bug report with more details about what was in headers and what is actual encoding of the mail. The actual encoding was iso-8859-2 and the declared one was iso-8852-2. I think it was i typo. Regards, -- Robert Wysocki administrator systemów linuksowych CONTIUM S.A., http://www.contium.pl RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
