Re: [rt-users] RT update from ubuntu distro
Dominic - thanks for the reply. A few more clicks got me to this page,
https://launchpad.net/ubuntu/+source/request-tracker4/4.0.5-2/+build/3460357
That has the *.deb files for RT 4.0.5 Quantal. I restored my server back to the
4.0.4 install and dpkg with these new *.deb files. All appears to have gone ok
but I wasn't prompted about upgrading the database at the end from 4.0.4 - did
it happen automatically?
Thanks David
--
David T. Grayston Systems & Database Administrator
University of Washington School of Public Health
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
> Sent: Friday, May 11, 2012 10:26 AM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT update from ubuntu distro
>
> Hi,
>
> That's the Debian source package. You can rebuild the binary packages if you
> want, but I suspect the prebuilt binary packages will be adequate (look for
> request-tracker*4.deb and rt4-*.deb).
>
> On Fri, May 11, 2012 at 05:21:21PM +, David T. Grayston wrote:
> > Thanks for the reply - I did download 4 files from the quantal dev
> > release,
> >
> > request-tracker4_4.0.5-2.dsc
> > request-tracker4_4.0.5-2.debian.tar.gz
> > request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz
> > request-tracker4_4.0.5-2.orig.tar.gz
> >
> > I opened these up and poked around but I not quite knowledgeable
> enough to know how to install from these. Which as you say would be better
> than what I've tried.
> >
> > David
> > --
> > David T. Grayston?Systems & Database Administrator University of
> > Washington?? School of Public Health
> >
> > > -Original Message-
> > > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> > > boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
> > > Sent: Friday, May 11, 2012 12:54 AM
> > > To: rt-users@lists.bestpractical.com
> > > Subject: Re: [rt-users] RT update from ubuntu distro
> > >
> > > On Thu, May 10, 2012 at 10:15:03PM +, David T. Grayston wrote:
> > > > I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is
> > > > the 4.0.4 is
> > > from Ubuntu distro (apt-get install request-tracker4).
> > > >
> > > > I think I've only got one issue at this point and that is the
> > > > distro puts
> > > RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/".
> > > I couldn't find a configuration setting for ./configure or one in
> > > config.layout that could be set for this location.
> > >
> > > The Debian patches include a custom config.layout for this, not
> > > included upstream since it doesn't make sense to overwrite the
> > > Debian package files with local installations. I strongly recommend
> > > that you either stick with the Debian packages (and you can look at
> > > installing
> > > 4.0.5 from quantal, the current Ubuntu development release, if you
> > > particularly need it) or switch to a "vanilla" installation in
> > > /opt/rt or wherever makes most sense, not colliding with the packaged
> version.
> > >
> > > > Perhaps minor issue since I can just move RT_SiteConfig.pm to the
> > > > default
> > > folder but it may confuse me down the road.
> > >
> > > If you've done a local install over the top of the Debian package
> > > you are almost guaranteed confusion later (such as when an update is
> > > released to 12.04. or when you upgrade to a newer Ubuntu release).
> > >
> > > --
> > > Dominic Hargreaves, Systems Development and Support Team
> Computing
> > > Services, University of Oxford
>
> --
> Dominic Hargreaves, Systems Development and Support Team Computing
> Services, University of Oxford
Re: [rt-users] Custom Fields won't show up when viewing RT through MediaWiki
Ruslan,
I was really confused by that too at first. The code on that page
must have been from a different version, the current code (which I
verified we are using) goes like this:
224 // Allow use of custom fields
225 $searchcustom = '';
226 if ( array_key_exists('custom', $args ) ) {
227 $searchcustom = trim( $args['custom'] );
228 $cfargs = trim( strtolower(
$args['custom'] ) );
229 $ticketquery .= ', customfields cf,
objectcustomfieldvalues ov';
230 $whereclause .= "\nAND ov.objectid =
t.id\nAND ov.customfield=cf.id\nAND ov.disabled = 0";
231 $whereclause .= "\nAND LOWER(cf.name) IN (";
232 foreach ( preg_split( '/\s*,\s*/', $cfargs
) as $word ) {
233 $word = trim( $word );
234 if ( !preg_match( '/^[\w \.-]+$/',
$word ) ) {
235 die ( wfMsg (
'rt-badcfield', $word ) );
236 }
237 $whereclause .= "'$word',";
238 $ticketquery = preg_replace(
'/COALESCE/', "\nov.content AS custom, COALESCE", $ticketquery);
239 }
240 $whereclause = preg_replace( '/.$/', ')',
$whereclause );
241 }
This is in RT_body.php, can be found here:
https://gerrit.wikimedia.org/r/gitweb?p=mediawiki/extensions/RT.git;a=tree
-Scott
On 5/11/2012 4:38 PM, Ruslan Zakirov wrote:
On Fri, May 11, 2012 at 10:44 PM, Scott Pestana
wrote:
All,
We're using MediaWiki + RT to allow us to track issues currently open,
issues attributed to a customer's company, that kind of thing. However we
aren't able to get Custom Fields to be displayed when we use them:
We have only 4 Custom Fields, but none of them are displayed when we try
to pull them out. Is anyone else having this experience? For information,
we are using the "replace Postgres with MySQL" hack from this page:
http://www.mediawiki.org/wiki/Extension_talk:RT
I'm wondering if the MySQL alternative doesn't have the same way of
pulling the Custom Fields out the same way Postgres does. Thoughts?
As far as I can see code on the linked page has no any kind of support
of custom fields. Code linked from the primary page does mention
custom fields, but it's not to display them, but to filter by them.
--
N. Scott Pestana
IT Infrastructure
Linguamatics
--
N. Scott Pestana
IT Infrastructure
Linguamatics
Re: [rt-users] Custom Fields won't show up when viewing RT through MediaWiki
On Fri, May 11, 2012 at 10:44 PM, Scott Pestana wrote: > All, > We're using MediaWiki + RT to allow us to track issues currently open, > issues attributed to a customer's company, that kind of thing. However we > aren't able to get Custom Fields to be displayed when we use them: > > > > We have only 4 Custom Fields, but none of them are displayed when we try > to pull them out. Is anyone else having this experience? For information, > we are using the "replace Postgres with MySQL" hack from this page: > > http://www.mediawiki.org/wiki/Extension_talk:RT > > I'm wondering if the MySQL alternative doesn't have the same way of > pulling the Custom Fields out the same way Postgres does. Thoughts? As far as I can see code on the linked page has no any kind of support of custom fields. Code linked from the primary page does mention custom fields, but it's not to display them, but to filter by them. > -- > N. Scott Pestana > IT Infrastructure > Linguamatics -- Best regards, Ruslan.
Re: [rt-users] Check custom field value before create.
On Fri, May 11, 2012 at 7:27 PM, Jonathan Khattir wrote: > > Hi, I would like check if there are a custom field value in a custom field > before create the ticket. I think that use the beforecreate callbacks but i > don't know how getting custom field value. Thx > I'm French To check (CF1 OR CF2 OR CF3) you have to use custom code. There are several extensions on CPAN that contain RT and Mandatory words, for example RT-Extension-MandatorySubject. These are excellent points to start this code. For new tickets CFs are passed with very long argument names - RT::Ticket-new-CustomField--Value. Use Data::Dumper to see all arguments in request to get an idea of what to search for. -- Best regards, Ruslan.
Re: [rt-users] Check custom field value before create.
Jonathan,
You didn't mention 3. I must have missed that.
Actually it looks like you want any one of the 3 to be mandatory, but at
any point in time, you don't know which one.
Correct?
If so, you have to write a scrip.
Also, unless something has changed in RT, you cannot send out a message to
be displayed on the Web Page.
I use a Custom Field for that so that whenever something is missing or I
need the user to know that a field is incorrect, I put my message in that
CF and that CF is displayed on the ticket page. No one has privileges to
that CF (other than SeeCustomField) except RT.
Kenn
On Fri, May 11, 2012 at 9:01 AM, Jonathan Khattir <
jonathan.khat...@mobiquithings.net> wrote:
> Yes i use the web interface. But cf mandatory is not good for me.
>
> I have three custom field and i would like force only one of three field.
>
> if(custom1=custom2=custom3=0)
> {
> dont create
> display messge ( fill custom1 or custom2 or custom3)
>
> }
>
>
>
>
>
>
> 2012/5/11 Kenneth Crocker
>
>> Jonathan,
>>
>> If you're talking about creating a ticket via WebUI, then make the CF
>> mandatory. If you're talking about creating via email, you'll need a scrip.
>>
>> Kenn
>>
>>
>> On Fri, May 11, 2012 at 8:27 AM, Jonathan Khattir <
>> jonathan.khat...@mobiquithings.net> wrote:
>>
>>>
>>> Hi, I would like check if there are a custom field value in a custom
>>> field before create the ticket. I think that use the beforecreate callbacks
>>> but i don't know how getting custom field value. Thx
>>> I'm French
>>>
>>
>>
>
[rt-users] Custom Fields won't show up when viewing RT through MediaWiki
All, We're using MediaWiki + RT to allow us to track issues currently open, issues attributed to a customer's company, that kind of thing. However we aren't able to get Custom Fields to be displayed when we use them: We have only 4 Custom Fields, but none of them are displayed when we try to pull them out. Is anyone else having this experience? For information, we are using the "replace Postgres with MySQL" hack from this page: http://www.mediawiki.org/wiki/Extension_talk:RT I'm wondering if the MySQL alternative doesn't have the same way of pulling the Custom Fields out the same way Postgres does. Thoughts? -- N. Scott Pestana IT Infrastructure Linguamatics
Re: [rt-users] RT update from ubuntu distro
Hi,
That's the Debian source package. You can rebuild the binary packages
if you want, but I suspect the prebuilt binary packages will be adequate
(look for request-tracker*4.deb and rt4-*.deb).
On Fri, May 11, 2012 at 05:21:21PM +, David T. Grayston wrote:
> Thanks for the reply - I did download 4 files from the quantal dev release,
>
> request-tracker4_4.0.5-2.dsc
> request-tracker4_4.0.5-2.debian.tar.gz
> request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz
> request-tracker4_4.0.5-2.orig.tar.gz
>
> I opened these up and poked around but I not quite knowledgeable enough to
> know how to install from these. Which as you say would be better than what
> I've tried.
>
> David
> --
> David T. Grayston?Systems & Database Administrator
> University of Washington?? School of Public Health
>
> > -Original Message-
> > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> > boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
> > Sent: Friday, May 11, 2012 12:54 AM
> > To: rt-users@lists.bestpractical.com
> > Subject: Re: [rt-users] RT update from ubuntu distro
> >
> > On Thu, May 10, 2012 at 10:15:03PM +, David T. Grayston wrote:
> > > I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is the
> > > 4.0.4 is
> > from Ubuntu distro (apt-get install request-tracker4).
> > >
> > > I think I've only got one issue at this point and that is the distro puts
> > RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". I
> > couldn't find a configuration setting for ./configure or one in
> > config.layout
> > that could be set for this location.
> >
> > The Debian patches include a custom config.layout for this, not included
> > upstream since it doesn't make sense to overwrite the Debian package files
> > with local installations. I strongly recommend that you either stick with
> > the
> > Debian packages (and you can look at installing
> > 4.0.5 from quantal, the current Ubuntu development release, if you
> > particularly need it) or switch to a "vanilla" installation in /opt/rt or
> > wherever
> > makes most sense, not colliding with the packaged version.
> >
> > > Perhaps minor issue since I can just move RT_SiteConfig.pm to the default
> > folder but it may confuse me down the road.
> >
> > If you've done a local install over the top of the Debian package you are
> > almost guaranteed confusion later (such as when an update is released to
> > 12.04. or when you upgrade to a newer Ubuntu release).
> >
> > --
> > Dominic Hargreaves, Systems Development and Support Team Computing
> > Services, University of Oxford
--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
signature.asc
Description: Digital signature
Re: [rt-users] RT update from ubuntu distro
Thanks for the reply - I did download 4 files from the quantal dev release,
request-tracker4_4.0.5-2.dsc
request-tracker4_4.0.5-2.debian.tar.gz
request-tracker4_4.0.5-2.orig-thrid-party-source.tar.gz
request-tracker4_4.0.5-2.orig.tar.gz
I opened these up and poked around but I not quite knowledgeable enough to know
how to install from these. Which as you say would be better than what I've
tried.
David
--
David T. Grayston Systems & Database Administrator
University of Washington School of Public Health
> -Original Message-
> From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
> boun...@lists.bestpractical.com] On Behalf Of Dominic Hargreaves
> Sent: Friday, May 11, 2012 12:54 AM
> To: rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] RT update from ubuntu distro
>
> On Thu, May 10, 2012 at 10:15:03PM +, David T. Grayston wrote:
> > I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is the 4.0.4
> > is
> from Ubuntu distro (apt-get install request-tracker4).
> >
> > I think I've only got one issue at this point and that is the distro puts
> RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". I
> couldn't find a configuration setting for ./configure or one in config.layout
> that could be set for this location.
>
> The Debian patches include a custom config.layout for this, not included
> upstream since it doesn't make sense to overwrite the Debian package files
> with local installations. I strongly recommend that you either stick with the
> Debian packages (and you can look at installing
> 4.0.5 from quantal, the current Ubuntu development release, if you
> particularly need it) or switch to a "vanilla" installation in /opt/rt or
> wherever
> makes most sense, not colliding with the packaged version.
>
> > Perhaps minor issue since I can just move RT_SiteConfig.pm to the default
> folder but it may confuse me down the road.
>
> If you've done a local install over the top of the Debian package you are
> almost guaranteed confusion later (such as when an update is released to
> 12.04. or when you upgrade to a newer Ubuntu release).
>
> --
> Dominic Hargreaves, Systems Development and Support Team Computing
> Services, University of Oxford
Re: [rt-users] Check custom field value before create.
Jonathan, If you're talking about creating a ticket via WebUI, then make the CF mandatory. If you're talking about creating via email, you'll need a scrip. Kenn On Fri, May 11, 2012 at 8:27 AM, Jonathan Khattir < jonathan.khat...@mobiquithings.net> wrote: > > Hi, I would like check if there are a custom field value in a custom field > before create the ticket. I think that use the beforecreate callbacks but i > don't know how getting custom field value. Thx > I'm French >
[rt-users] Check custom field value before create.
Hi, I would like check if there are a custom field value in a custom field before create the ticket. I think that use the beforecreate callbacks but i don't know how getting custom field value. Thx I'm French
Re: [rt-users] Check Custom field beforeCreate
Hi, I would like check if there are a custom field value in a custom field before create the ticket. I think that use the beforecreate callbacks but i don't know how getting custom field value. Thx
Re: [rt-users] 10 newest unowned tickets
Thank you very much, Aaron! "view ticket summaries" was wrong set field. Now all is fine! On Fri, May 11, 2012 at 5:39 PM, Sampson, Aaron wrote: > Stefan, > > This sounds like a permission issue in your user or global user rights. I > would go back and check under General rights and look at the "view system > dashboards", "view ticket summaries" and see if that changes the users view. > I do not have these checked and the test user that I have set up does not see > any tickets in a queue that they do not have permission for. > > Hope that helps > > -Original Message- > From: rt-users-boun...@lists.bestpractical.com > [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Stefan Stefanov > Sent: Friday, May 11, 2012 9:22 AM > To: RT-Users@lists.bestpractical.com > Subject: [rt-users] 10 newest unowned tickets > > Hello > > My RT is 4.0.5 > The problem is that all users see in their home page (RT at glance) all > incoming tickets in "10 newest unowned tickets" even for queues they have no > access! > > I found in the net that I have to set in RT_SiteConfig.pm following: > Set( $UseSQLForACLChecks, 1 ); > > I made it and now user see again all tickets but for queues it have access it > see queue name, for other - no. > But tickets for not enabled queues are still visible! > > How to fix this? > > Best regards > > Stefan -- Stefan Stefanov
[rt-users] 10 newest unowned tickets
Hello My RT is 4.0.5 The problem is that all users see in their home page (RT at glance) all incoming tickets in "10 newest unowned tickets" even for queues they have no access! I found in the net that I have to set in RT_SiteConfig.pm following: Set( $UseSQLForACLChecks, 1 ); I made it and now user see again all tickets but for queues it have access it see queue name, for other - no. But tickets for not enabled queues are still visible! How to fix this? Best regards Stefan
Re: [rt-users] Auto expiring tickets, is it possible?
On Fri, May 11, 2012 at 5:35 PM, Chris Hall wrote: > Hello, > > We have a new customer that requested if they call in for their ticket to be > left open until close of business. I know we could just have our techs who > use RT close the ticket at the end of the day, but with all the other stuff > they are dealing with, they asked if there was a more automated way of doing > that. > > So, is there a way to set a time limit on a ticket, so that it will like... > auto change to resolved state at a given time.. like 5pm or something? You can do this with rt-crontool. If you can construct a search query that selects tickets that should be resolved then it's doable without any additional code. Recent RT versions have SetStatus action that take status in argument. RT::Search::FromSQL. There are plenty of examples on wiki. Documentation of the script is good. -- Best regards, Ruslan.
[rt-users] Auto expiring tickets, is it possible?
Hello, We have a new customer that requested if they call in for their ticket to be left open until close of business. I know we could just have our techs who use RT close the ticket at the end of the day, but with all the other stuff they are dealing with, they asked if there was a more automated way of doing that. So, is there a way to set a time limit on a ticket, so that it will like... auto change to resolved state at a given time.. like 5pm or something?
[rt-users] Fwd: 4.0.5, when reject do not "reply to requestors"
-- Forwarded message --
From: Juanjo
Date: 2012/5/11
Subject: Re: [rt-users] 4.0.5, when reject do not "reply to requestors"
To: Ruslan Zakirov
Ok, thanks.
I chaged this in RT_SiteConfig.pm: (from Respond to Comment), restart the
httpd service and works.
Set(%Lifecycles,
.
'new -> rejected' => {
label => 'Reject', # loc
update => 'Comment',
},
..
'open -> rejected' => {
label => 'Reject', # loc
update => 'Comment',
},
...
approvals => {
...
'new -> rejected' => {
label => 'Reject', # loc
update => 'Comment',
},
..
'open -> rejected' => {
label => 'Reject', # loc
update => 'Comment',
},
Thanks.
2012/5/11 Ruslan Zakirov
> On Fri, May 11, 2012 at 11:09 AM, Juanjo wrote:
> > HI,
> >
> > When i use the "reject" funcition on a ticket, per default the "Update
> type"
> > is set to "Reply to requestors".
> > But i need/want that the "Update type" change to "Comments (Not sent to
> > requestors)"
> > I see in the "System Configuration" menu, thath exists a config called
> > "LifeCycles" with this text
> >
> > 'new -> rejected',
> > {
> > 'label' => 'Reject',
> > 'update' => 'Respond'
> >
> > To do the the change that i need, is this place the correct way to do it?
> > If not. How i can do it?
>
> That page shows you the current merged config and other bits. To do
> the change you copy part of RT_Config.pm into RT_SiteConfig.pm and
> adjust it. Don't copy whole file!
>
>
>
> >
> > Thanks.
> > Kidest Regards.
> >
> >
> > --
> > Un saludo.
> > Juanjo Corral
>
>
>
> --
> Best regards, Ruslan.
>
--
Un saludo.
Juanjo Corral
--
Un saludo.
Juanjo Corral
Re: [rt-users] View custom fileds right
On Fri, May 11, 2012 at 11:03 AM, Robert Wysocki wrote: > Hi there, > > We're now struggling with a dillema, how can we configure a queue so > that unprivileged user cannot see some of the custom fields and can see > other. > > In our experience giving the user a ViewQueue right also give's him the > right to see all the customfields and the buisiness demand is that the > user can see only few of them. This is not true. > Any way to do this? Grant SeeCustomField right to Privileged group on global level. Don't grant this right to unprivileged users on system level or queue level. Instead grant the right for each custom field, find custom field in the admin ui, goto "group rights" tab and grant the right to unprivileged group. Granting SeeCustomField and ModifyCustomFields rights for each custom field separately is the only way to get precise control. > Regards, > -- > Robert Wysocki > administrator systemów linuksowych > CONTIUM S.A., http://www.contium.pl > > -- Best regards, Ruslan.
Re: [rt-users] 4.0.5, when reject do not "reply to requestors"
On Fri, May 11, 2012 at 11:09 AM, Juanjo wrote:
> HI,
>
> When i use the "reject" funcition on a ticket, per default the "Update type"
> is set to "Reply to requestors".
> But i need/want that the "Update type" change to "Comments (Not sent to
> requestors)"
> I see in the "System Configuration" menu, thath exists a config called
> "LifeCycles" with this text
>
> 'new -> rejected',
> {
> 'label' => 'Reject',
> 'update' => 'Respond'
>
> To do the the change that i need, is this place the correct way to do it?
> If not. How i can do it?
That page shows you the current merged config and other bits. To do
the change you copy part of RT_Config.pm into RT_SiteConfig.pm and
adjust it. Don't copy whole file!
>
> Thanks.
> Kidest Regards.
>
>
> --
> Un saludo.
> Juanjo Corral
--
Best regards, Ruslan.
Re: [rt-users] RT update from ubuntu distro
On Thu, May 10, 2012 at 10:15:03PM +, David T. Grayston wrote:
> I've attempted to update RT from v4.0.4 to v.4.0.5 - the catch is the 4.0.4
> is from Ubuntu distro (apt-get install request-tracker4).
>
> I think I've only got one issue at this point and that is the distro puts
> RT_SiteConfig.pm under "/etc/request-tracker4" not "${RTHOME}/etc/". I
> couldn't find a configuration setting for ./configure or one in config.layout
> that could be set for this location.
The Debian patches include a custom config.layout for this, not included
upstream since it doesn't make sense to overwrite the Debian package
files with local installations. I strongly recommend that you either
stick with the Debian packages (and you can look at installing
4.0.5 from quantal, the current Ubuntu development release, if you
particularly need it) or switch to a "vanilla" installation in
/opt/rt or wherever makes most sense, not colliding with the packaged
version.
> Perhaps minor issue since I can just move RT_SiteConfig.pm to the default
> folder but it may confuse me down the road.
If you've done a local install over the top of the Debian package you
are almost guaranteed confusion later (such as when an update is
released to 12.04. or when you upgrade to a newer Ubuntu release).
--
Dominic Hargreaves, Systems Development and Support Team
Computing Services, University of Oxford
signature.asc
Description: Digital signature
[rt-users] 4.0.5, when reject do not "reply to requestors"
HI,
When i use the "reject" funcition on a ticket, per default the "Update
type" is set to "Reply to requestors".
But i need/want that the "Update type" change to "Comments (Not sent to
requestors)"
I see in the "System Configuration" menu, thath exists a config called
"LifeCycles" with this text
'new -> rejected',
{
'label' => 'Reject',
'update' => 'Respond'
To do the the change that i need, is this place the correct way to do it?
If not. How i can do it?
Thanks.
Kidest Regards.
--
Un saludo.
Juanjo Corral
[rt-users] View custom fileds right
Hi there, We're now struggling with a dillema, how can we configure a queue so that unprivileged user cannot see some of the custom fields and can see other. In our experience giving the user a ViewQueue right also give's him the right to see all the customfields and the buisiness demand is that the user can see only few of them. Any way to do this? Regards, -- Robert Wysocki administrator systemów linuksowych CONTIUM S.A., http://www.contium.pl
