[rt-users] To Remove RT Default Logo
Hello All, I am very new in RT. I would like to know that how we can remove the RT logo from the bottom of the page. Thanks Brajesh RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Override Email Digest when you send CC
Hi, Is there a option to send a mail instantly when he is CCed even though he has set up a Digest Notification in his preferences. Can the override be setup in any way? Regards, Vishnu Kumar Mahiti Support Mahiti Infotech Pvt. Ltd. http://www.mahiti.org 583 Vyalikaval HBCS Layout Nagawara, Veerannapalya Bangalore 560 045 Karnataka, India Ph: 080 - 30949393 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Add queue change to Update.html (comment/reply)
Hi Kevin, Thanks for the info :) I've done some shameless copying of Ruslan's plugin and created my own out of it. Using his plugin as an example was plenty :) It seems that Ruslan's plugin and this one can work together quite nicely, you just need to figure out which one you want to load first. In my case I want the queue change to showup first and then the custom fields. Thus when you load the plugin make sure that the QueueChangeOnUpdate is listed before the CustomFieldsOnUpdate plugin in your RT_SiteConfig.pm. The part that might be difficult for myself a.t.m. is creating an official plugin out of it and adding it to the Perl repo. I did however manage to make simple bash script out of it which for now kinda works for me :) You can check the results in the attatchment. The script assumes that you have RT installed under /opt/rt4, so if it isn't then you may need to edit the paths a little. I would however like to know how I can add this to Perl, so that it's a little more like a normal plugin :) (need to find some time to figure out how to do all of that, I'm not that brilliant with Perl, let alone with actually adding stuff to the repo) -- Bart Op 14 februari 2012 17:44 schreef Kevin Falcone falc...@bestpractical.comhet volgende: On Tue, Feb 14, 2012 at 07:44:08AM +0100, Bart wrote: Now to make a seperate plugin out of it :) Not sure if I'm able to make something for the CPAN repository, but I'll see how far I can get. (first I'd like to see how this works as a seperate plugin along with to the CustomFieldsOnUpdate plugin). These days, I usually install Dist::Zilla::MintingProfile::RTx and run dzil -P RTx My-Custom-RT-Module and then put it in source control and edit away. I realize that may be a slightly higher barrier to entry than you want, and you can usually get away with judicious renaming / copying from an existing module. The most common things you'll need to touch include lib/RT/Extension/ModuleName.pm (renaming the file and the package line) and also updating the package line in Makefile.PL. If you're familiar with building a normal CPAN extension, the only real magic in an RT extension is the RTx line in Makefile.PL. If you're not familiar with building CPAN extensions, there's a bit more framework to wrap your head around. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 RT-Extension-QueueChangeOnUpdate.sh Description: Bourne shell script RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Add queue change to Update.html (comment/reply)
_ Didn't know this: mBlox Email Attachment Policy: Emails containing batch, executable or script attachments (even within a zip compressed file) are NOT permitted through the mBlox messaging network. Below a link to my wiki where you can easilly download the actual script, seems that's the best way for now ;) - http://pleh.info/wiki/rt/rt-extension-queuechangeonupdate -- Bart Op 15 februari 2012 12:23 schreef Bart b...@pleh.info het volgende: Seems the mailing lists doesn't really allow .sh files, attempting to attatch a zip with this mail :P -- Bart Op 15 februari 2012 12:18 schreef Bart b...@pleh.info het volgende: Hi Kevin, Thanks for the info :) I've done some shameless copying of Ruslan's plugin and created my own out of it. Using his plugin as an example was plenty :) It seems that Ruslan's plugin and this one can work together quite nicely, you just need to figure out which one you want to load first. In my case I want the queue change to showup first and then the custom fields. Thus when you load the plugin make sure that the QueueChangeOnUpdate is listed before the CustomFieldsOnUpdate plugin in your RT_SiteConfig.pm. The part that might be difficult for myself a.t.m. is creating an official plugin out of it and adding it to the Perl repo. I did however manage to make simple bash script out of it which for now kinda works for me :) You can check the results in the attatchment. The script assumes that you have RT installed under /opt/rt4, so if it isn't then you may need to edit the paths a little. I would however like to know how I can add this to Perl, so that it's a little more like a normal plugin :) (need to find some time to figure out how to do all of that, I'm not that brilliant with Perl, let alone with actually adding stuff to the repo) -- Bart Op 14 februari 2012 17:44 schreef Kevin Falcone falc...@bestpractical.com het volgende: On Tue, Feb 14, 2012 at 07:44:08AM +0100, Bart wrote: Now to make a seperate plugin out of it :) Not sure if I'm able to make something for the CPAN repository, but I'll see how far I can get. (first I'd like to see how this works as a seperate plugin along with to the CustomFieldsOnUpdate plugin). These days, I usually install Dist::Zilla::MintingProfile::RTx and run dzil -P RTx My-Custom-RT-Module and then put it in source control and edit away. I realize that may be a slightly higher barrier to entry than you want, and you can usually get away with judicious renaming / copying from an existing module. The most common things you'll need to touch include lib/RT/Extension/ModuleName.pm (renaming the file and the package line) and also updating the package line in Makefile.PL. If you're familiar with building a normal CPAN extension, the only real magic in an RT extension is the RTx line in Makefile.PL. If you're not familiar with building CPAN extensions, there's a bit more framework to wrap your head around. -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] To Remove RT Default Logo
Hi, That's part of the theme, you can find the themes in this directory: /opt/rt4/share/html/NoAuth/css If you want to change the theme then I'd suggest copying the base theme (aileron is the default of RT4) and creating a new one, that way an update won't break your changes. -- Bart Op 15 februari 2012 10:43 schreef brajesh kumar sharma brajesh.bangal...@gmail.com het volgende: Hello All, I am very new in RT. I would like to know that how we can remove the RT logo from the bottom of the page. Thanks Brajesh 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] Create Queues
Is there a way to create queues and set ACL to them? I need create near 40 queues with same ACL properties, reply address the only thing will change is the subject tag and logic queue name. Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Informática Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] To Remove RT Default Logo
*Best to keep mailing towards rt-users instead of me personally ;) -- Bart Op 15 februari 2012 13:43 schreef Bart b...@pleh.info het volgende: I'm afraid I don't have a nice document for the overall configuration. In regards to the e-mail, you have to make sure that the local sendmail/postfix configuration knows how to send e-mails. In our case we've setup Exim to send mail to a smarthost, this can be done with all mail systems. (I assume you have a working mailserver somewhere, basically the Linux installation needs to send it's mail to this mailserver) After that RT should be able to send e-mails. Also, theres a basic requirement before the application sends e-mail: - Make a user - Make a group and add a user to that group - Make a queue (use the default), add the group to the queue I believe it was something like that as a bare minimum of the RT configuration before it will send e-mails. -- Bart Op 15 februari 2012 13:31 schreef brajesh kumar sharma brajesh.bangal...@gmail.com het volgende: Hi Bart, Thanks for the quick response. I will check it. Actually I have installed RT 4.0.5 on my linux FC11 machine. And now I have to do the configuration part. Do u have any such documents that it will be helpful for the all basic required configurations. And also mails are not going if I am creating a new Ticket. Please help on this. Overall I want to say that this tool needs for me for only to create tickets. Thanks Brajesh On Wed, Feb 15, 2012 at 5:50 PM, Bart b...@pleh.info wrote: Hi, That's part of the theme, you can find the themes in this directory: /opt/rt4/share/html/NoAuth/css If you want to change the theme then I'd suggest copying the base theme (aileron is the default of RT4) and creating a new one, that way an update won't break your changes. -- Bart Op 15 februari 2012 10:43 schreef brajesh kumar sharma brajesh.bangal...@gmail.com het volgende: Hello All, I am very new in RT. I would like to know that how we can remove the RT logo from the bottom of the page. Thanks Brajesh 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] RES: Create Queues
Looks promising, will try. Thanks in advance. Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Informática Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner -Mensagem original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de john s. Enviada em: quarta-feira, 15 de fevereiro de 2012 13:11 Para: rt-users@lists.bestpractical.com Assunto: Re: [rt-users] Create Queues Hello Diaulas May this one fits to your needs ... http://search.cpan.org/dist/RT-Extension-QueueWizard/ http://search.cpan.org/dist/RT-Extension-QueueWizard/ best regards john s. -- View this message in context: http://old.nabble.com/Create-Queues-tp33328558p33329424.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] Custom Field Attachments to Templates
Thanks for the reply Kevin. I am not a developer so I am not sure I really understand your answer or where to begin looking. Any additional information on this would be great. Thanks, Jeff On Friday, February 10, 2012, Kevin Falcone falc...@bestpractical.com wrote: On Fri, Feb 10, 2012 at 08:31:49AM -0500, Jeff Ehrenberg wrote: I am wondering if it is possible to attach files that have been uploaded to custom fields to an email response. We have an upload multiple images field and an upload multiple files field that are used on most tickets. I would like to be able to include the photos and pdfs in the resolved email that gets sent to the requestor. I know that the blobs are stored in the LargeContent field, but can't figure out how to get them in to the template as attachments. Anyone know if this is possible? Unfortunately - you can't do this easily. You'd need to write your own subclass of the Notify actions. There is code on a branch off of the master branch which simplifies some of these code paths, but that won't be in a core release until 4.2. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Change Owner in RT at glance
Hi It is possible or there isa way that in'RT at glance' change the owner of a ticket that you can see and have permissions to change the owner? I wish that was from RT at glance to expedite the work. It is possible? Thanks Best regards Dani -- ... __ / / 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] Hide Resolve in 4.0.5
On 02/15/2012 10:01 AM, Christopher Lasater wrote: I removed the External Auth Config, LDAP Importer, and Logging, since they should not be related. I removed the lifecycles for testing and the issues still occurs, and also tested with and without devel mode. I do not see much in here that could affect this. I assume you're restarting Apache after config changes and clearing the mason cache? Can you show us a screenshot of the ticket page and the actions menu? Do you have any local modifications to RT? RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Change ticket status when pass due date
Hi, I was searching about this theme and I read that at now there is no exist any script that check for any ticket that have passed the due date and ,later, put the ticket in 'stalled'. I have read that it would be possible with rt-croontol, but that would have to search all open tickets, new ,etc ... and if that were true, if our database has a large volume of tickets would be very inefficient not? What module would be used in rt-croontol to search for these tickets? There is some example? Best regards Dani -- ... __ / / 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] Hide Resolve in 4.0.5
Please keep replies on the list. On 02/15/2012 11:37 AM, Christopher Lasater wrote: I had develmode on to go around the caching, but I still cleared the cache Apachectl stop Rm -rf /opt/rt4/var/mason_data/obj/* Apachectl start Then did a ctrl-F5 in firefox and took the attached screenshot. You're going to have to show us more ticket data. I can't reproduce this locally. Can you come up with a simple test procedure? Also, any local mods? Please send the full output of your System Configuration page. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Override Email Digest when you send CC
On Wed, Feb 15, 2012 at 04:43:03PM +0530, Vishnu Kumar D R wrote: Is there a option to send a mail instantly when he is CCed even though he has set up a Digest Notification in his preferences. Can the override be setup in any way? Unfortunately - there is no such option. You can look at the OneTimeTo extension's use of the NoSquelch flag as a way of adding a field for Notify regardless of digest and processing it. -kevin pgpfAW1S08mlR.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] To Remove RT Default Logo
On Wed, Feb 15, 2012 at 03:13:07PM +0530, brajesh kumar sharma wrote: I am very new in RT. I would like to know that how we can remove the RT logo from the bottom of the page. Use the RT Theme editor, available to SuperUsers such as root under the Tools -Configuration - Tools menu. -kevin pgpPrSJpi7UoK.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Create Queues
On Wed, Feb 15, 2012 at 12:38:42PM +, Diaulas Castro wrote: Is there a way to create queues and set ACL to them? I need create near 40 queues with same ACL properties, reply address the only thing will change is the subject tag and logic queue name. I'd write an initialdata file and use rt-setup-database to load it in. RT ships with an initialdata file that creates two queues. -kevin pgpP49RK4nOUs.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Custom Field Attachments to Templates
On Wed, Feb 15, 2012 at 11:08:09AM -0500, Jeff Ehrenberg wrote: Thanks for the reply Kevin. I am not a developer so I am not sure I really understand your answer or where to begin looking. Any additional information on this would be great. Any solution is going to require significant new code. You can view the code I referenced in the 4.2/attach-from-transactions branch, which isn't quite ready for merging into master and as I mentioned before, won't show up in a core release until 4.2 (assuming it's completed). -kevin On Friday, February 10, 2012, Kevin Falcone [1]falc...@bestpractical.com wrote: On Fri, Feb 10, 2012 at 08:31:49AM -0500, Jeff Ehrenberg wrote: I am wondering if it is possible to attach files that have been uploaded to custom fields to an email response. We have an upload multiple images field and an upload multiple files field that are used on most tickets. I would like to be able to include the photos and pdfs in the resolved email that gets sent to the requestor. I know that the blobs are stored in the LargeContent field, but can't figure out how to get them in to the template as attachments. Anyone know if this is possible? Unfortunately - you can't do this easily. You'd need to write your own subclass of the Notify actions. There is code on a branch off of the master branch which simplifies some of these code paths, but that won't be in a core release until 4.2. pgpdFMot729l1.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Change Owner in RT at glance
On Wed, Feb 15, 2012 at 05:02:06PM +0100, Daniel Garcia Mejia wrote: It is possible or there isa way that in'RT at glance' change the owner of a ticket that you can see and have permissions to change the owner? I wish that was from RT at glance to expedite the work. It is possible? You'll want to add a custom RT__Ticket/ColumnMap entry for OwnerList that displays the list of owners and then glue on some JS to update it. You could also build links that change the owner, but you'd need to have many many links in the display. -kevin pgpbfTwFbrCl3.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Change ticket status when pass due date
On Wed, Feb 15, 2012 at 05:34:28PM +0100, Daniel Garcia Mejia wrote: I was searching about this theme and I read that at now there is no exist any script that check for any ticket that have passed the due date and ,later, put the ticket in 'stalled'. I have read that it would be possible with rt-croontol, but that would have to search all open tickets, new ,etc ... and if that were true, if our database has a large volume of tickets would be very inefficient not? What module would be used in rt-croontol to search for these tickets? There is some example? If you're running into actual performance issues with rt-crontool, please show the TicketSQL being used and the SQL generated along with an explain plan. rt-crontool is going to take the same syntax as you can build from the Query Builder, so if you can build an inefficient date query there, you can easily test and add indexes to your database. -kevin pgpKSPviuLRBz.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] RES: Create Queues
Hmm nice, will try John sent me another hint to look. http://search.cpan.org/dist/RT-Extension-QueueWizard/ http://search.cpan.org/dist/RT-Extension-QueueWizard/ Att. Diaulas Castro Consultor Linux / Microsoft InterSolution Informática Tel.: (55 11) 3443-1472 www.intersolution.inf.br Oracle Certified Partner -Mensagem original- De: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Kevin Falcone Enviada em: quarta-feira, 15 de fevereiro de 2012 15:05 Para: rt-users@lists.bestpractical.com Assunto: Re: [rt-users] Create Queues On Wed, Feb 15, 2012 at 12:38:42PM +, Diaulas Castro wrote: Is there a way to create queues and set ACL to them? I need create near 40 queues with same ACL properties, reply address the only thing will change is the subject tag and logic queue name. I'd write an initialdata file and use rt-setup-database to load it in. RT ships with an initialdata file that creates two queues. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Hide Resolve in 4.0.5
On 02/15/2012 12:10 PM, Christopher Lasater wrote: I created a brand new Queue called test and gave my user the following permissions CreateTicket ReplyTicket SeeQueue ShowTicket ModifyTicket Your user will still pick up permissions from global group/role/user rights. I created a ticket, then clicked on the create next to Depends on, which should clone the ticket and add it to depends on. Once that was done I went back to the original ticket went to actions and took a screenshot. This works as expected for me locally. There is likely something special about your instance. Again, do you have any local modifications to RT? Please also send the full output of the System Configuration page. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Hide Resolve in 4.0.5
Found the Problem.. I had the Elements/Tabs file in my local folder. Thanks for the Help. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
