Re: [rt-users] Problem with interpretation of images
Am Montag, den 04.06.2012, 09:53 -0400 schrieb Thomas Sibley: On 06/04/2012 08:57 AM, Alexander Reintzsch wrote: I face a problem with images I put in /opt/rt4/local/plugins/RTx-MyPlugin/html/NoAuth/img Some pictures are loaded correctly and some cause errors. The reason for this is, that the picture-files are interpreted by the perl-interpreter and if the file contains a % or $ or simular things, that the interpreter is looking for, it throws an error. What can I do to fix this? Use an autohandler to serve the images statically instead of through Mason automatically. See how core RT does this in share/html/NoAuth/images/autohandler Well, thanks for the idea. But autohandler doesn't work at all. Neither in share/html/NoAuth/images nor anywhere else. It's beeing ignored. I copied the picture, see attachment, into share/html/NoAuth/images and got the Mason-compiling error error: '' without matching '' at /opt/rt4/share/html/NoAuth/images/brushed-steel.jpg line 71. How can I make it work? attachment: brushed-steel.jpg
Re: [rt-users] Problem with interpretation of images
On Mon, Jun 4, 2012 at 12:58 PM, Alexander Reintzsch alexander.reintz...@netsystem.de wrote: Well, thanks for the idea. But autohandler doesn't work at all. Neither in share/html/NoAuth/images nor anywhere else. It's beeing ignored. I copied the picture, see attachment, into share/html/NoAuth/images and got the Mason-compiling error It doesn't work because Mason attempts to compile the image as a Mason file *before* it sees the autohandler. I think the only solution is to take all the images outside the Mason environment. Would adding a `Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/` before the DocumentRoot line do that? I'm not really good with Apache configuration. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] Problem with interpretation of images
Am Mittwoch, den 06.06.2012, 06:56 -0400 schrieb Paul Tomblin: On Mon, Jun 4, 2012 at 12:58 PM, Alexander Reintzsch alexander.reintz...@netsystem.de wrote: Well, thanks for the idea. But autohandler doesn't work at all. Neither in share/html/NoAuth/images nor anywhere else. It's beeing ignored. I copied the picture, see attachment, into share/html/NoAuth/images and got the Mason-compiling error It doesn't work because Mason attempts to compile the image as a Mason file *before* it sees the autohandler. I think the only solution is to take all the images outside the Mason environment. Would adding a `Alias /NoAuth/images/ /opt/rt4/share/html/NoAuth/images/` before the DocumentRoot line do that? I'm not really good with Apache configuration. Well, sure this will work, but on the other hand you lose the ability to use an image within a plugin. For example I have the plugin MyPlugin and want to use an image for the plugin. So I will not put it in the general share/html/NoAuth/images because this makes a mess when exporting this plugin or updating RT since the plugin is not a encapsulated anymore and the image would be outside of the protected area of the plugin. What is needed is a smart way to determine whether a requested file is an image and so let it pass without processing or whether it's another type of file - so process it. Is there such a way? Or is there a way to do this with apache? Maybe with the rewrite mod? Or how can I configure Mason so that the autohandler will be touched first, and any other file second? I don't have any experience with Mason. :( Thanks for your thoughts and help. Alex
[rt-users] Exclude mails and domain from Autoreply
I looked in the wiki and found this page: http://requesttracker.wikia.com/wiki/OnCreateAutoReplyException Just like in the article, we have some automated systems that send mails to RT, and we don't need to auto-reply to them. I put code in the *Custom condition* of the auto-reply scrip for a specific queue, but it didn't work My RT setup is: RT v4.0.5 , Running on Debian 6 and Apache with fcgid *--- Rabin Yasharzadehe*
[rt-users] Priority greater than 99
Hi all, I was wondering if setting Priority to a value greater than 99 (max allowed as documented) could bring to some problems. I think it would be useful to escalate overdue tickets incrementing the Priority by 1 every hour. Otherwise a ticket overdue since 10 minutes would have the same priority as one overdue since 10 days. Thanks for any help AS Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it -- The information transmitted is intended for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. inline: blue.png
Re: [rt-users] Priority greater than 99
On Wed, Jun 06, 2012 at 02:03:04PM +, Scotto Alberto wrote: Hi all, I was wondering if setting Priority to a value greater than 99 (max allowed as documented) could bring to some problems. I think it would be useful to escalate overdue tickets incrementing the Priority by 1 every hour. Otherwise a ticket overdue since 10 minutes would have the same priority as one overdue since 10 days. Thanks for any help AS Alberto Scotto [Blue] Via Cardinal Massaia, 83 10147 - Torino - ITALY phone: +39 011 29100 al.sco...@reply.it www.reply.it Hi Alberto, Unless additional resources are made available to handle overdue tickets whose priority has escalated, you will end up with many high priority tickets. If they are all high priority, then no one is high priority. One idea to use for working within the 0-99 range would be to use an sliding scale to escalate priorities for overdue tickets. For example, +1 for 1 day overdue, +2 for 2 days, +3 for 4 days, +4 for 8 days, +5 for 16 days. Using such a scale would give you what you want and give you bigger buckets as tickets languish in the overdue state. Just an idea. Regards, Ken
Re: [rt-users] Append Data to CustomFields[SOLVED]
Hi Mike,
Thank you for the code and explanation, this is exactly what I needed.
The code works like a charm, just had to correct some minor typos in some
variable calls.
I'm glad to say I was terribly wrong when I said it was no longer possible
to obtain the value from Transaction CFs via scrips.
Thank you all for your time and help
Michael Coakley wrote:
I didn't see anyone else reply so here is some template code (very wordy
to be clear) that should get you going...
Custom Condition
# Get the transaction object
my $TransObj = $self-TransactionObj;
# Make sure the transaction is a Comment before we check anything else
unless ($TransObj-Type eq Comment) {
return 0;
}
# Now get the custom field value for our transaction
my $TransCustomFieldName = TransCustomFieldName;
my $TransCustomFieldValue =
$transObj-FirstCustomFieldValue($TransCustomFieldName);
# Log it for debugging
# NOTE: I always log with the queue name because I may use the same type
of routine in multiple queues
$RT::Logger-debug($self-TicketObj-QueueObj-Name:
$TransCustomFieldName = $TransCustomFieldValue);
# return 0 unless our value changed
return 0 unless ($TransCustomFieldValue != 0);
1;
Preparation Code
1;
Clean-up Code
my $TicketObj = $self-TicketObj;
my $TransObj = $self-TransactionObj;
my $QueueObj = $TicketObj-QueueObj;
# First get the current value of our Ticket Custom field we want to update
my $TransCustomFieldName = TransCustomFIeldName;
my $TransCustomFIeldValue =
$TransObj-FirstCustomFieldValue($TransCustomFieldName);
# Make sure to normalize your Transaction Custom Field Value if needed (in
this case it isn't but if you are processing multiple Transaction Custom
Fields it may be)
# if (!$TransCustomFieldValue) { $TransCustomFieldValue = 0; }
# This code looks different because it is pulled right from the Wiki with
some simple modifications. Best to keep the same structure for
maintainability.
my $CFName = TicketCustomFIeldName;
my $CFValue = $TicketObj-FirstCustomFieldValue($CFName);
# Make sure you normalize your Ticket Custom Field Value too
if (!$CFValue) { $CFValue = 0; }
# Or whatever you want to do with it...
$CFValue += $TransCustomFieldValue;
my $DefaultValue = '0';
my $RecTransaction = 1;
$RT::Logger-debug($QueueObj-Name: $CFName - $CFValue);
my $CFObj = RT::CustomField-new($QueueObj-CurrentUser);
$CFObj-LoadByNameAndQueue(Name = $CFName, Queue = $QueueObj-id);
unless ($CFObj-id) {
$CFObj-LoadByNameAndQueue(Name = $CFName, Queue = 0);
unless ($CFObj-id) {
$RT::Logger-debug($QueueObj-Name: $CFName doesn't exist, Queue
- . $QueueObj-Name);
return undef;
}
}
my($result, $msg) = $TicketObj-AddCustomFieldValue(
Field = $CFObj-id,
Value = $CFValue,
RecordTransaction = $RecTransaction
);
unless ($result) {
$RT::Logger-debug($QueueObj-Name: Couldn't set $CFValue as value
for CF $CFName : $msg);
return undef;
}
1;
NOTES:
1. Make sure you change the TransCustomFieldName variable to your actual
field name
2. You may have to change the check to see if your field value changed.
For my type of field in this scrip it was simple enough to do the test I'm
doing. (Also, I'm a Perl newb so don't think this is pretty Perl.)
3. Make sure you change the CFName variable to your actual field name
4. Make sure you normalize your TicketCustomFieldValue variable just in
case it hasn't been set yet. Additive values are never fun when you start
with an unknown
5. MUST BE TransactionBatch
6. Use at your own peril, I haven't tested this code and it is freely
given to the public domain as-is, enjoy!
I hoe that helps.
Thanks,
Mike
On Jun 4, 2012, at 10:42 AM, TheHoboKing wrote:
Hi Thomas,
Yes, I did attempt with TransactionBatch (and Create), the value obtained
from the Transaction CF is always ' ' as if it's unable to capture the
actual value.
Here's the code I was using, I've tried with different variation but was
never able to get the value that was being added in the Trans-CFs.
As a test, I was simply trying to get the value from the Trans-CFs and
right
it back in a Ticket CF.
--
Custom Condition:
return 1;
Custom action preparation code:
return 1;
Custom action cleanup code:
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new( $RT::SystemUser );
my $cf_name = ValueFrom_tr-cf;
my $trcf_name = tr-cf;
my $trcf_value = 1;
#Read and store the value of the Transaction CF tr-cf
$cf_obj-LoadByName(Name=$trcf_name);
$trcf_value = $ticket-FirstCustomFieldValue($trcf_name);
#Add the value to the Ticket CF
$cf_obj-LoadByName(Name=$cf_name);
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$trcf_value,
RecordTransaction=0);
return 1;
---
Re: [rt-users] Problem with interpretation of images
On 06/04/2012 12:58 PM, Alexander Reintzsch wrote: Use an autohandler to serve the images statically instead of through Mason automatically. See how core RT does this in share/html/NoAuth/images/autohandler Well, thanks for the idea. But autohandler doesn't work at all. Neither in share/html/NoAuth/images nor anywhere else. It's beeing ignored. I copied the picture, see attachment, into share/html/NoAuth/images and got the Mason-compiling error Make your plugin's images directory something that's not in core RT. You're running into an annoying Mason quirk involving autohandlers and multiple component roots, I believe. html/NoAuth/RT-Extension-Foo/images/autohandler html/NoAuth/RT-Extension-Foo/images/brushed-steel.jpg etc.
[rt-users] Autocomplet
Hi, With the 4.0.6 update the field Enter values with *autocompletion* dosn't work. I can not see the suggestion. How resole this problem? Thanks
Re: [rt-users] Problem with interpretation of images
On Wed, Jun 6, 2012 at 12:02 PM, Thomas Sibley t...@bestpractical.com wrote: Make your plugin's images directory something that's not in core RT. You're running into an annoying Mason quirk involving autohandlers and multiple component roots, I believe. html/NoAuth/RT-Extension-Foo/images/autohandler html/NoAuth/RT-Extension-Foo/images/brushed-steel.jpg I've encountered the same problem even if I put my image in /opt/rt4/share/html/NoAuth/images, at least with the standalone server. -- http://www.linkedin.com/in/paultomblin http://careers.stackoverflow.com/ptomblin
Re: [rt-users] Scrip/template Notify parent ticket owner on resolve?
On 6/5/2012 6:40 PM, Kenneth Crocker wrote:
Create a Template called Notify Parents on Resolve.
The Template should have code similar to this (loop thru all parents and
add the Emailaddress of the ticket owner to the To: line in the
Template) at the top (test the code to correct my mistakes):
To: {my $parent = $Ticket-MemberOf;); ...
[snip]
Kenn,
That's what I was stumbling toward, but it seemed like I was
perhaps missing a better way to do it. It can be a little
daunting trying to figure out *where* to customize RT before
you even get to the *how* part.
You could have just said, Yes, override the To: with code
in a custom template, but I'll gladly take your much more
detailed response! :)
Thanks.
PS: You got a tip via an Amazon purchase yesterday ;)
[rt-users] RT4.0.5: Extra Carriage Returns
We are using RT 4.0.5. Been seeing this issue since 3.8. I send an email to RT using plain text (Using Outlook). Body is as follows: 1single carriage return 2single carriage return 3single carriage return 4single carriage return Owner of ticket replies via email (plain text) and this is what is displayed in RT web interface: RT-Message-ID: rt-4.0.5-20393-1338999797-1708.19249-...@rt.asdf.com Content-Length: 707 1 2 3 4 The email I get in Outlook looks like this (in RT it looks fine): 1double carriage return 2double carriage return 3double carriage return 4double carriage return If I reply back RT will now have the double CR. If ticket owner replies I will see triple CR's. Rinse repeat and the CR's grow and grow. I have queried the list and found a previous patch that requires the X-Mailer header. New versions Exchange do not send X-Mailer. We changed EmailerParser.pm to force all messages through the RescueOutlook code. Unfortunately it did not fix anything. Any ideas what might be causing this? Patrick
Re: [rt-users] Scrip/template Notify parent ticket owner on resolve?
Jeff,
Kool. Don't forget about the action being Notify Others so your override
takes effect.
thanks for the tip on my guide.
Kenn
On Wed, Jun 6, 2012 at 9:31 AM, Jeff Blaine jbla...@kickflop.net wrote:
On 6/5/2012 6:40 PM, Kenneth Crocker wrote:
Create a Template called Notify Parents on Resolve.
The Template should have code similar to this (loop thru all parents and
add the Emailaddress of the ticket owner to the To: line in the
Template) at the top (test the code to correct my mistakes):
To: {my $parent = $Ticket-MemberOf;); ...
[snip]
Kenn,
That's what I was stumbling toward, but it seemed like I was
perhaps missing a better way to do it. It can be a little
daunting trying to figure out *where* to customize RT before
you even get to the *how* part.
You could have just said, Yes, override the To: with code
in a custom template, but I'll gladly take your much more
detailed response! :)
Thanks.
PS: You got a tip via an Amazon purchase yesterday ;)
Re: [rt-users] Problem with interpretation of images
On 06/06/2012 12:10 PM, Paul Tomblin wrote: On Wed, Jun 6, 2012 at 12:02 PM, Thomas Sibley t...@bestpractical.com wrote: Make your plugin's images directory something that's not in core RT. You're running into an annoying Mason quirk involving autohandlers and multiple component roots, I believe. html/NoAuth/RT-Extension-Foo/images/autohandler html/NoAuth/RT-Extension-Foo/images/brushed-steel.jpg I've encountered the same problem even if I put my image in /opt/rt4/share/html/NoAuth/images, at least with the standalone server. Try the dhandler approach. Serve images out of a subdirectory from virtual paths. See how we do this with the CKEditor source.
Re: [rt-users] Multiple Values don't show in email header using CustomFieldValuesAsString
06/06/2012 07:32 PM, matt schneider wrote:
However, if change Subject: to
{$Ticket-CustomFieldValuesAsString('CF Name');}, the email doesn't
even get sent out! I get this error in RT: [Wed Jun 6 15:21:03
2012] [error]: error:couldn't parse head; error near:
ID1 (/opt/rt4/sbin/../lib/RT/Template.pm:363)
ID1 is the first custom value that is selected ( out of 4 ).
Is there any way of getting around this?
By default CustomFieldValuesAsString separates values with newlines.
Newlines in email header values are invalid unless they are followed by
a space to indicate a value continuation. This is basic rfc822 compliance.
Try this:
Subject: { $Ticket-CustomFieldValuesAsString('CF Name', Separator = , ) }
That is, using an alternate separator than a newline.
Re: [rt-users] Ticket Communication / Email
On Wed, May 16, 2012 at 03:34:29PM +, Paul Twigg wrote: In RT, on a ticket, I will hit the reply button to reply ticket. Generally the user who initiated the ticket will then reply to that message. RT picks up that reply and attaches it to the original ticket, but I have no way of seeing that a reply was received in RT. Is there a way I can configure RT to make a ticket go bold or for something to change in the UI when a new message is received on a ticket? The easiest one is to turn on ShowUnreadMessageNotifications and use the UpdateStatus column. -kevin pgpQEwgJ5dS0u.pgp Description: PGP signature
Re: [rt-users] Problems with 4.0.5: printing some pages; emailing dashboards
On Wed, May 16, 2012 at 05:25:26PM -0400, jim.h.be...@frb.gov wrote: After moving from v4.0.4 to 4.0.5 (Linux server, windows browser) we noticed the following 2 new issues: When printing certain pages, nothing will be shown below the H1 title. This was seen both with Firefox and IE We see the issue with Query Builder, Modify the user xxx, Modify the content of dashboard ..., Modify the subscription to dashboard ..., and search results which include a chart. There does not seem to be any problem printing dashboards and chart-free search results. There were some large changes with print.css in 4.0.5, you should double check that you don't have css modifications that are interfering. When emailing dashboards, our Lotus Notes email client is a bit upset with the JavaScript. and issues obnoxious warnings (jQuery is not defined). Long dashboards are truncated when displayed. Even if a short dashboard is displayed correctly we cannot forward it from Lotus Notes. Also, the dashboard lost its color. Our other mailers are plain text, and don't seem to mind. To be sure, these are not major issues, but are enough of a nuisance that we may need to revert to v4.0.4. I believe that JS in dashboards error has actually been around for the whole 4.0 series, I'm surprised that Lotus only now started complaining. Does it hate the Framebusting JS or a different chunk. I'd be curious to know if 4.0/suppress-dashboard-javascript fixes it or if things like the tabs JS are causing problems. -kevin pgpbNFEJIlmE5.pgp Description: PGP signature
Re: [rt-users] FriendlyFromLineFormat
On Wed, May 23, 2012 at 06:46:44PM +, David T. Grayston wrote: RT: 4.0.5 Set($FriendlyFromLineFormat, \%s\ %s); In the autoreply email I'm getting queue description queue@email and we'd rather have it - queue name queue@email. I'm not sure how to change this behavior and from what I've read it seems we should be seeing the queue name used. It uses the SenderName for users, but the Autoreply code swaps in the Queue and prefers description. You could make a small code override in local/lib to change the behavior of RT::Action::Notify::SetReturnAddress -kevin pgpo0MsZpykIV.pgp Description: PGP signature
Re: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles
On Thu, May 31, 2012 at 07:34:43AM -0700, UnixMan wrote: I believe this is a bug within RT 4 or an oversight as regards Articles and 'Simple Search' not being available. If and one knows if there is a way to have 'Simple Search' on all Articles for RT 4.0.5 please let me know. It'd be great to see a bug filed, it appears that the search is included in RT but wasn't added to Elements/Tabs. It should be straightforward to resolve. -kevin pgpovEPjSo0Vw.pgp Description: PGP signature
Re: [rt-users] Too Many Notifications for Approvals
On Thu, May 31, 2012 at 05:24:32PM +, Jennifer Koermer wrote: We are using RT 3.8.4. We've implemented approvals, and in general think it is working. We have the following issue however: Approval has been approved and the ticket is set to resolved. Another approver sends an email comment which opens the approval. The owner is sent an email using the template New Pending Approval. The approve again, tickets resolves, ticket reopens, and a new email using New Pending Approval gets sent...needless to say we have some frustrated users. Is there a way to just block the New Pending Approval? When the ticket is created, an email is automatically sent. We are not using multiple approvals and cannot see where the NewPending.pm approval would be used in our situation. It looks like NewPending.pm is what is creating the email using that approval. Can I just delete lib/RT/ Approval/Rule/NewPending.pm? If you do that, approvals will break catastrophically. Just make the New Pending Approval blank, RT doesn't send emails if the template in use is blank. It is interesting that you're using Owners of approval tickets (who are typically the Approvers) AND have multiple approvers (which generally means you're using AdminCcs). -kevin pgptmYwIi9xkG.pgp Description: PGP signature
Re: [rt-users] Merge Users History - Broken link on bestpractical's web site
On Sun, Jun 03, 2012 at 02:08:58PM +, Scotto Alberto wrote: I noticed that the link to the extension MergeUsersHistory on http://bestpractical.com/rt/extensions.html is broken. Here is the broken link: http://search.cpan.org/dist/RT-Extension-MergeUsersHistory/lib/RT/Extension/MergeUsersHistory.pm Looks like it isn't hosted by cpan anymore..? However the link to the source code is still active, so I was able to download the package and install it. BTW it works like a charm! Thank you ruz!! I don't believe it was ever released to CPAN but it's now been fixed. If you run into other bad links, please drop us a line at the webmaster email address which ends up in an RT queue. Thanks -kevin pgpIfE61JRr7e.pgp Description: PGP signature
Re: [rt-users] Add Tab to Left Navigation Bar
On Mon, Jun 04, 2012 at 04:45:31AM -0700, ikeusmaximus wrote: I am running RT 4.0.5, and I am trying to find a way of adding another tab (with a link of course) to the Left Side Navigation bar (The bar that contains Home Tickets Tools etc.). Eventually, the tab would only be displayed for specific users. I have been pouring over google search results, and one did point me to share/html/Elements/Tabs which contains the coding for the nav bar. I changed some of the code but the nav bar did not change at all. The wiki covers adding tabs http://requesttracker.wikia.com/wiki/Menus -kevin pgpUbZDFwSOiy.pgp Description: PGP signature
Re: [rt-users] Unprivileged User Questions
On Mon, Jun 04, 2012 at 11:00:56AM -0400, Joe Kirby wrote: 1. An Unprivileged user can create a ticket and add a cc at that time, however once the ticket is created and they want to continue correspondence (as the Unprivileged user Requestor) and add additional cc's like Privileged users can there is no cc line. I did hear back from Ruslan about a config option but was unable to determine which config option would apply. Is this possible? I'm pretty sure you'd have to use a callback to add code. 2. When signed in as an Unprivileged user and I attempt to Show outgoing mail it takes me back to RT-at-a-Glance even though Requestors have the 'View exact outgoing email messages and their recipients' (ShowOutgoingEmail) attribute. In 4.0.5 it is more obvious to me that RT may not allow this for Unprivileged user since it is not a General right. Are there any config settings I can set to allow this? This sounds like a bug, although ShowOutgoingMail isn't commonly given to Unprivileged users which is probably why it isn't handled. -kevin pgpTDRJHyPtPD.pgp Description: PGP signature
Re: [rt-users] Some questions, a few oddities, and some must-haves...
On Mon, Jun 04, 2012 at 04:29:01PM -0400, Glenn E. Sieb wrote: 1) Can I get a spellchecker to work in 4.0.5? We're setting this up for some people here who require a spell checker, and Firefox/Chrome's built-in will *not* work with RT's ticket body boxes. :-/ If this is possible, is there a howto? I've read the wiki, but they all seem to be for 3.x.x, not 4. Firefox and Chrome's spellcheckers work fine. In fact, I get the highlighting as I type. If that doesn't work, hold control when you right-click to get to your spellchecker menu. 2) Is there an extension that lets me define a signature for separate queues? (It can be only per queue, it doesn't have to be per-user.) So, a signature that all emails going out from queueA get, queueB has it's own, queueC it's own, etc. There isn't a feature for this in the message editor, but you could certainly add queue specific Correspondence templates that contain a signature. 3) I run RT 4.0.5 on my home server, and have since version 2. I set up 4.0.5 here at work, and I noticed some oddities. The submenu disappears on submission of a form. (Screen captures are here: http://www.wingfoot.org/gallery/v/Glenn/ges-misc/RT/, pink is the work site, brown is the home server) Needless to say, my users are not liking this, and really, I'm finding it odd. 4) Possibly related to #3, when I go to Tickets/New Search, I'll fill out the criteria area, and hit Add these terms and search.. blank results. Every time. And no submenu. (So the menu under the New Ticket in button that says Edit Search etc.) If I put the criteria in as Add these terms then click Show results in the submenu, I get results. Occasionally, I get the submenu. Oddness. :-/ There were a few fixes to submenus in 4.0.6. If you have replication recipes for 4.0.6, please file a bug with them. Thanks -kevin pgpXgjfZvo7ib.pgp Description: PGP signature
Re: [rt-users] TicketSQL Date parse weird..
On Tue, Jun 05, 2012 at 06:06:09PM +1000, Stuart Browne wrote:
When doing a TicketSQL search similar to the following:
Status = 'open' AND Due = '10am tomorrow'
The time portion of the string isn't taken into account.
On the command line, a quick test of Time::DateParse shows it works:
]# perl -e 'use Time::ParseDate; print parsedate(2012-06-06 10:00) . \n;
print parsedate(10am tomorrow) . \n;'
1338940800
1338940800
So it appears as if RT is parsing the date string of 'Due' and messing with
it. Using the time portion before or after, using 10am vs 10:00, none appear
to work. Using any time component has the same result (thinking it may be a
timezone issue. It wasn't).
I can't see in the RT code where this might be happening (been looking in
SQL.pm). Can someone point me in the right direction?
RT actually passes a number of arguments to parsedate:
grep can find where it's called (not in SQL.pm)
$ grep -r Time::ParseDate::parsedate lib/
lib/RT/Articles.pm:my $seconds = Time::ParseDate::parsedate(
$args{$date}, FUZZY = 1, PREFER_PAST = 1 );
lib/RT/Date.pm:my $date = Time::ParseDate::parsedate(
-kevin
pgpWp0481D8n8.pgp
Description: PGP signature
Re: [rt-users] Resetting due date when moving tickets between queues
On Tue, Jun 05, 2012 at 10:22:06AM +0200, Joel Dahl wrote: With the scrip below, X days are added based on today date, instead of X days based on the creation date. I'd appreciate some help with this. :-) $due_date-SetToNow; $due_date-AddDays( $queue-DefaultDueIn ); You tell it SetToNow, instead inflate the $ticket-CreatedObj or otherwise call Set with the Create time. You can find documentation in RT::Date about what things like SetToNow do. -kevin pgpNaD457l4oR.pgp Description: PGP signature
Re: [rt-users] Populate custom fields.
On Tue, Jun 05, 2012 at 02:28:15AM -0700, mgiammarco wrote: I do not understand howto populate custom fields with enter multiple value type. From the admin UI, there are boxes to add values, however - Infact I need to populate them with the result of a web service call if it is possible. You may wish to review docs/extending/external_custom_fields.pod -kevin pgpnCp8TnzLcj.pgp Description: PGP signature
Re: [rt-users] Exclude mails and domain from Autoreply
On Wed, Jun 06, 2012 at 03:39:43PM +0300, Rabin Yasharzadehe wrote: I looked in the wiki and found this page: http://requesttracker.wikia.com/wiki/OnCreateAutoReplyException Just like in the article, we have some automated systems that send mails to RT, and we don't need to auto-reply to them. I put code in the *Custom condition* of the auto-reply scrip for a specific queue, but it didn't work Unfortunately, you don't say what didn't work means, or show logs which would let someone try to help. You also don't say if you told the Scrip to use your custom condition or if you just pasted code into the box on the page. You'll want to provide your scrip's configuration and debug logs of a mail going out that shouldn't. -kevin pgpkgv3dBYAYh.pgp Description: PGP signature
Re: [rt-users] Autocomplet
On Wed, Jun 06, 2012 at 06:08:30PM +0200, Jonathan Khattir wrote: Hi, With the 4.0.6 update the field Enter values with autocompletion dosn't work. I can not see the suggestion. How resole this problem? Thanks I'm afraid doesn't work doesn't tell us enough to guess what's going wrong. It works great for me. Please provide steps to replicate your failure, including specific pages where it doesn't work. -kevin pgpK4QMXNhtiX.pgp Description: PGP signature
Re: [rt-users] RT4.0.5: Extra Carriage Returns
On Wed, Jun 06, 2012 at 12:45:46PM -0400, rtl...@ahlta.saic.com wrote: We are using RT 4.0.5. Been seeing this issue since 3.8. I send an email to RT using plain text (Using Outlook). Body is as follows: 1single carriage return 2single carriage return 3single carriage return 4single carriage return Owner of ticket replies via email (plain text) and this is what is displayed in RT web interface: RT-Message-ID: rt-4.0.5-20393-1338999797-1708.19249-...@rt.asdf.com Content-Length: 707 1 2 3 4 The email I get in Outlook looks like this (in RT it looks fine): 1double carriage return 2double carriage return 3double carriage return 4double carriage return If I reply back RT will now have the double CR. If ticket owner replies I will see triple CR's. Rinse repeat and the CR's grow and grow. I have queried the list and found a previous patch that requires the X-Mailer header. New versions Exchange do not send X-Mailer. We changed EmailerParser.pm to force all messages through the RescueOutlook code. Unfortunately it did not fix anything. In addition to stripping the X-Mailer header a lot of newer exchanges are forcing a base64 transfer encoding. That will prevent Rescude code from ever working. There's a branch to work on this, but I'm not sure of the status. -kevin pgpoNuXY21iF1.pgp Description: PGP signature
Re: [rt-users] RT-4.0.5 : Can't do Simple Search on Articles
Thanks Kevin I filed a bug report. Scott -- View this message in context: http://old.nabble.com/RT-4.0.5-%3A-Can%27t-do-Simple-Search-on-Articles-tp33763539p33973679.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
