[rt-users] sendmailpipe not working after upgrade to 3.8.12

[Johan Sjöberg]

Hi.
I just upgraded our RT install from 3.8.10 to 3.8.12. After this RT was unable 
to send e-mail messages with the default outgoing mail setting  (sendmailpipe). 
I change mail command to sendmail (and removed -t from mail arguments), and 
then it works.
In the logs it looks like it was trying to use sendmail even before I changed 
it, but with the -t option?

Errors in apache error log:

[Thu Jun 14 08:34:44 2012] [info]: 
 #7276/171323 - 
Scrip 61   On Correspond Notify Requestors and Ccs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
[Thu Jun 14 08:34:44 2012] [info]: 
 No recipients 
found. Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:353)
[Thu Jun 14 08:34:44 2012] [info]: 
 #7276/171323 - 
Scrip 5 On Correspond Notify AdminCcs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
sendmail: fatal: No recipient addresses found in message header
[Thu Jun 14 08:34:44 2012] [crit]: 
: Could not send 
mail with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed pipe 
at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 451,  line 20.

Stack:
  [/opt/rt3/bin/../lib/RT/Interface/Email.pm:451]
  [/usr/lib/perl5/5.8.8/i386-linux-thread-multi/IO/Handle.pm:401]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Decoder/NBit.pm:151]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Decoder.pm:259]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1889]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1859]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1772]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1832]
  [/usr/lib/perl5/site_perl/5.8.8/MIME/Entity.pm:1772]
  [/opt/rt3/bin/../lib/RT/Interface/Email.pm:458]
  [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:309]
  [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:129]
  [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238]
  [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477]
  [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205]
  [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188]
  [/opt/rt3/bin/../lib/RT/Record.pm:1457]
  [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2187]
  [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2099]
  [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1521]
  [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] 
(/opt/rt3/bin/../lib/RT/Interface/Email.pm:472)

Regards,




Johan Sjöberg


Delta Management AB
Tulegatan 30
113 53 Stockholm
Sweden


Phone: +46 8 501 125 09
Cell: +46 70 751 99 17
www.deltamanagement.se

[Description: http://www.deltamanagement.se/images/mailfooter_delta.gif]




[Description: http://www.deltamanagement.se/images/climatecare_small.gif]

Koldioxidneutral IT-drift
El, kontorsvärme och tjänsteresor kompenseras med hjälp av ClimateCare



<><><>

Re: [rt-users] sendmailpipe not working after upgrade to 3.8.12

[Christian Loos]

Am 14.06.2012 10:46, schrieb Johan Sjöberg:
> Hi.
> 
> I just upgraded our RT install from 3.8.10 to 3.8.12. After this RT was
> unable to send e-mail messages with the default outgoing mail setting
>  (sendmailpipe). I change mail command to sendmail (and removed –t from
> mail arguments), and then it works.

Update to 3.8.13
http://lists.bestpractical.com/pipermail/rt-announce/2012-May/000207.html

[rt-users] Time off by several hours

[Jaime Kikpole]

Since upgrading to RT 4.0.5, I've found that email being logged in my
RT instance and then displayed in the web GUI will have the wrong
time.  More specifically, its off by the number of hours that my local
timezone is off from UTC.  So if an email comes in at 10:21:58 -0400,
it will show the email as coming in at 2:22:58 PM.  See attachment for
a visual example.

Did I miss a setting in RT_SiteConfig.pm?

Thanks,
Jaime

-- 
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org
<>

[rt-users] Custom fields on transactions

[Jaime Kikpole]

I've been using RT with various custom fields for years, but now its
time to re-model those custom fields a bit.  I thought that at least
one of them, namely "Work By" (which includes a list of which
technicians worked on the ticket), should get moved to the transaction
level (vs. applying to the ticket) so that it would be easier to make
data entries.

Currently, I have to search for all resolved tickets and then read
them and then apply the correct names.  This is cumbersome.  So my
hope is that al the techs could just tag their own name (and the names
of anyone who helped them) whenever they made a comment or reply on
the ticket.

So I started playing with a new custom field named "test" to see if
this would work.  It seems OK for entering data, but I haven't found a
way to search based on that custom field.

Did I miss something?  Are custom fields on transactions just not very
useful?  What kinds of goals should they be used to meet?

Any advise is appreciated.

Thanks,
Jaime

-- 
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org

Re: [rt-users] Authen-ExternalAuth LDAP problem

[Alexander Reintzsch]

Am Montag, den 11.06.2012, 09:40 -0700 schrieb Russ Lavoy:

> 'user'  =>  
> 'cn=user,ou=oragnizational unit,dc=example,dc=net',

Not sure, but there could be a typo. 
ou=organizational unit 
should be correct I guess.

Cheers,
Alex

[rt-users] RT development environment set up

[Jim Lesinski]

As I am currently looking at making some customizations to the create and 
update pages, I am wondering if someone can provide input about the set up of 
an RT dev environment? I have a complete system I can do the work on and I am 
wondering what IDE would be recommended and any other advice people have.

I have been reading up on customizations and had made most if my changes win 
either KWRite or vi/nano up to this point. 



Thanks,
Jim Lesinski

Re: [rt-users] sendmailpipe not working after upgrade to 3.8.12

[Johan Sjöberg]

Hi.

Thanks for that. I had missed that 3.8.13 had been released since I flagged the 
release notification for 3.8.12 in my e-mail client.

/Johan

> -Original Message-
> From: Christian Loos [mailto:cl...@netcologne.de]
> Sent: den 14 juni 2012 12:11
> To: Johan Sjöberg
> Cc: rt-users@lists.bestpractical.com
> Subject: Re: sendmailpipe not working after upgrade to 3.8.12
> 
> Am 14.06.2012 10:46, schrieb Johan Sjöberg:
> > Hi.
> >
> > I just upgraded our RT install from 3.8.10 to 3.8.12. After this RT
> > was unable to send e-mail messages with the default outgoing mail
> > setting  (sendmailpipe). I change mail command to sendmail (and
> > removed -t from mail arguments), and then it works.
> 
> Update to 3.8.13
> http://lists.bestpractical.com/pipermail/rt-announce/2012-May/000207.html

Re: [rt-users] Problems after upgrade from 3.8.8 to 4.0.6

[Adam]

Andrew Marosi  luminance.us.com> writes:

> 
> 
> Ensure you turned on logging in your siteconfig:
> Set($LogToFile,   'debug'); # debug is very noisy
>  
> You can try critical, warning, or error if you don’t want to be overloaded
with noise
>  
> Make sure your apache user can write to the log directory
> -Andy
>  
> From: rt-users-bounces  lists.bestpractical.com [mailto:rt-users-bounces
 lists.bestpractical.com] On Behalf Of Max McGrathSent: Thursday, May 24,
2012 12:51 PMTo: rt-users  lists.bestpractical.comSubject: [rt-users]
Problems after upgrade from 3.8.8 to 4.0.6
>  
> Hi All -
>  
> Just upgraded from 3.8.8 to 4.0.6 this morning.  Was kind of a tough upgrade
so I ended up doing a lot of different things during the upgrade and I confused
myself.  The problem I have now is that I'm not entirely sure where RT is
getting it's config settings from.  Somethings seem to come from
/opt/rt4/etc/RT_SiteConfig.pm others don't.  I have some custom things in
/opt/rt4/local/html/Elements/ and those don't seem to be working.
>  
> When I go out to Tools --> Configuration --> Tools --> System Configuration I
am receiving the following error:
>  
> An internal RT error has occurred. Your administrator can find more details in
RT's log files. 
>  
> /opt/rt4/var/log doesn't have anything in it -- and neither does
/opt/rt3_bak/var/log (this is where 3.8.8 resided).  As I said, I did many
things and directories may not be properly in place
>  
> Any advice??--Max McGrathNetwork AdministratorCarthage
College262-552-5512mmcgrath  carthage.edu
> 

Change owner for /opt/rt4 to www-data (apache user)

[rt-users] Global scrips not showing up

[Karger, Amir]

We're running RT 4.0.5. If I go to Configuration->Global->Scrips->Select,
I don't see any scrips. So where are the global scrips (e.g., email
comments to AdminCc's) hiding? They're in initialdata, but editing them
there won't help, will it?

I'm asking because sometimes we want to archive the fact that we did a
certain task for a ticket, but it doesn't need to fill everyone's mailbox.
I'd like to set up a Scrip where, if I input some (highly unique) string
in the Subject line, then RT doesn't email all AdminCc's. (Even cooler
would be if the unique string gets removed or modified before hitting the
database, so that if someone comments on that comment for some reason, the
email *will* go to AdminCc's.) Preferably, this would be on a queue by
queue basis, though if we make the string random enough, maybe it could be
global and nobody would notice.

A quick search of the archives & wiki didn't turn anything up.

Thanks,

-Amir Karger

Re: [rt-users] Time off by several hours

[Thomas Sibley]

On 06/14/2012 07:45 AM, Jaime Kikpole wrote:
> Since upgrading to RT 4.0.5, I've found that email being logged in my
> RT instance and then displayed in the web GUI will have the wrong
> time.  More specifically, its off by the number of hours that my local
> timezone is off from UTC.  So if an email comes in at 10:21:58 -0400,
> it will show the email as coming in at 2:22:58 PM.  See attachment for
> a visual example.

This is almost certainly because a) your user doesn't have a timezone
set and your default is UTC, or b) your user has an incorrect timezone
preference set.

> Did I miss a setting in RT_SiteConfig.pm?

$Timezone?

Re: [rt-users] Global scrips not showing up

[Thomas Sibley]

On 06/14/2012 09:07 AM, Karger, Amir wrote:
> We're running RT 4.0.5. If I go to Configuration->Global->Scrips->Select,
> I don't see any scrips. So where are the global scrips (e.g., email
> comments to AdminCc's) hiding? They're in initialdata, but editing them
> there won't help, will it?
> 
> I'm asking because sometimes we want to archive the fact that we did a
> certain task for a ticket, but it doesn't need to fill everyone's mailbox.
> I'd like to set up a Scrip where, if I input some (highly unique) string
> in the Subject line, then RT doesn't email all AdminCc's. (Even cooler
> would be if the unique string gets removed or modified before hitting the
> database, so that if someone comments on that comment for some reason, the
> email *will* go to AdminCc's.) Preferably, this would be on a queue by
> queue basis, though if we make the string random enough, maybe it could be
> global and nobody would notice.

Why not just use the normal notification squelching available on the
ticket reply page?

See the "Scrips and Recipients" below the message box on the reply page.

[rt-users] Odd behavior, RT automatically reverts changes to Custom Fields

[Matthew W.]

Hello,

I'm relatively new to RT and have been running into this problem for a
few days now.  I've looked everywhere and haven't found a clue.  The
closest thing I could find was documented in this post:

http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg10037.html

But, I really don't want to to undo the changes that RT automatically
undoes

Basically, whenever I make changes to a custom field from a scrip
whatever the value that I add automatically gets reverted back to the
old value.  I tried adding code to delete the old value first, but RT
just adds the old value back.


Here's some psuedocode (code not tested and may contain typos, but my
code works just fine as I can see the transactions in the ticket
history):

my $Value = 'some value';

my $CFName = 'customCF';
my $CF->LoadByName( Name => $CFName);

#Delete the old value:
$self->TicketObj>DeleteCustomFieldValue(
 Field => $CFName,
 Value => $self->TicketObj->FirstCustomFieldValue($CFName)
);

#Set the new value:
$self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value);

Bottom line: does anyone know how to prevent RT from undoing the
additions to a custom field?  This is in RT 4.0.4.

--Matthew.

Re: [rt-users] RT development environment set up

[Tim Cutts]

On 14 Jun 2012, at 13:53, Jim Lesinski wrote:

> As I am currently looking at making some customizations to the create and 
> update pages, I am wondering if someone can provide input about the set up of 
> an RT dev environment? I have a complete system I can do the work on and I am 
> wondering what IDE would be recommended and any other advice people have.

I don't use an IDE for messing about with RT - I don't know of one that can 
handle Mason, so there's not much point.

I do most of my editing of mason components using Vim, because its syntax 
highlighting for Mason seems pretty good.

> I have been reading up on customizations and had made most if my changes win 
> either KWRite or vi/nano up to this point.

Very occasionally I run the standalone web server form of RT in a perldb 
session inside emacs, but that only really works for debugging the perl 
modules, not the mason components.

Tim

--
 The Wellcome Trust Sanger Institute is operated by Genome Research
 Limited, a charity registered in England with number 1021457 and a
 company registered in England with number 2742969, whose registered
 office is 215 Euston Road, London, NW1 2BE.

Re: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields

[Tim Cutts]

On 14 Jun 2012, at 14:48, Matthew W. wrote:

> Hello,
> 
> I'm relatively new to RT and have been running into this problem for a
> few days now.  I've looked everywhere and haven't found a clue.  The
> closest thing I could find was documented in this post:
> 
> http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg10037.html
> 
> But, I really don't want to to undo the changes that RT automatically
> undoes
> 
> Basically, whenever I make changes to a custom field from a scrip
> whatever the value that I add automatically gets reverted back to the
> old value.  I tried adding code to delete the old value first, but RT
> just adds the old value back.
> 
> 
> Here's some psuedocode (code not tested and may contain typos, but my
> code works just fine as I can see the transactions in the ticket
> history):
> 
> my $Value = 'some value';
> 
> my $CFName = 'customCF';
> my $CF->LoadByName( Name => $CFName);
> 
> #Delete the old value:
> $self->TicketObj>DeleteCustomFieldValue(
> Field => $CFName,
> Value => $self->TicketObj->FirstCustomFieldValue($CFName)
> );
> 
> #Set the new value:
> $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value);
> 
> Bottom line: does anyone know how to prevent RT from undoing the
> additions to a custom field?  This is in RT 4.0.4.

Is this a TransactionCreate/TransactionBatch stage issue?

Tim


-- 
 The Wellcome Trust Sanger Institute is operated by Genome Research 
 Limited, a charity registered in England with number 1021457 and a 
 company registered in England with number 2742969, whose registered 
 office is 215 Euston Road, London, NW1 2BE. 

Re: [rt-users] Time off by several hours

[Jaime Kikpole]

On Thu, Jun 14, 2012 at 9:10 AM, Thomas Sibley  wrote:
> This is almost certainly because a) your user doesn't have a timezone
> set and your default is UTC, or b) your user has an incorrect timezone
> preference set.

Our email system is Google Apps for Education, so our email is
effectively Gmail.  Is there a known issue with that and RT?  I
wouldn't normally ask, but I figured someone here might be using
Gmail.

I'm attaching a screen shot of the only config in Google Apps that
seems related to timezones.


>> Did I miss a setting in RT_SiteConfig.pm?
>
> $Timezone?

atlas:jkikpole>grep [tT]ime[Zz]one /usr/local/etc/rt40/RT_Config.pm |grep Set
Set($Timezone, "US/Eastern");
dates and time are not representative. Set C<$ChartsTimezonesInDB> to 1
Set($ChartsTimezonesInDB, 0);
atlas:jkikpole>grep [tT]ime[Zz]one
/usr/local/etc/rt40/RT_SiteConfig.pm |grep Set
Set($ChartsTimezonesInDB, 1);
atlas:jkikpole>


Thanks,
Jaime

-- 
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org
<>

Re: [rt-users] Time off by several hours

[Thomas Sibley]

On 06/14/2012 09:57 AM, Jaime Kikpole wrote:
> Our email system is Google Apps for Education, so our email is
> effectively Gmail.  Is there a known issue with that and RT?  I
> wouldn't normally ask, but I figured someone here might be using
> Gmail.
> 
> I'm attaching a screen shot of the only config in Google Apps that
> seems related to timezones.

I'm talking about the per-user timezone preference in _RT_.

"Logged in as ..." → Settings → About Me

[rt-users] "My Day" -- need to change comment to reply

[Jason Marshall]

I tried to search for this, but couldn't find much.  Running 3.8.8, and 
need the comments entered into "My Day" to go to the requestor and cc's. 
Seems the easiest thing to do would be change the mode from "comment" to 
"reply" but I'm not seeing an obvious way to do this.  Can someone help, 
or explain why this is a dumb idea?  Thanks!


---
Jason Marshall
IT Manager
Kelman Data Management

Re: [rt-users] Time off by several hours

[Jaime Kikpole]

On Thu, Jun 14, 2012 at 10:01 AM, Thomas Sibley  wrote:
> "Logged in as ..." → Settings → About Me

Oh, sorry.  Its currently set to "System Default".

Jaime

-- 
Network Administrator
Cairo-Durham Central School District
http://cns.cairodurham.org

Re: [rt-users] Global scrips not showing up

[Karger, Amir]

From: Thomas Sibley 

> On 06/14/2012 09:07 AM, Karger, Amir wrote:
> >Where are the global scrips (e.g., email comments to AdminCc's) hiding?
> >I'd like to set up a Scrip where, if I input some (highly unique) string
> >in the Subject line, then RT doesn't email all AdminCc's. (Even cooler
> >would be if the unique string gets removed or modified before hitting
>the
> >database, so that if someone comments on that comment for some reason,
>the
> >email *will* go to AdminCc's.) Preferably, this would be on a queue by
> >queue basis, though if we make the string random enough, maybe it could
>be
> >global and nobody would notice.
> 
> Why not just use the normal notification squelching available on the
> ticket reply page?
> 
> See the "Scrips and Recipients" below the message box on the reply page.



Ah, I didn't give enough detail. We have a bash script that runs a command
and emails RT with the results. This lets us record what we actually did
(and the stdout result) into the ticket without cutting and pasting from
our ssh window. But it's not going through the web interface.

(It's your fault for giving us diverse UIs!)

-Amir

Re: [rt-users] Global scrips not showing up

[Thomas Sibley]

On 06/14/2012 10:25 AM, Karger, Amir wrote:
> Ah, I didn't give enough detail. We have a bash script that runs a command
> and emails RT with the results. This lets us record what we actually did
> (and the stdout result) into the ticket without cutting and pasting from
> our ssh window. But it's not going through the web interface.
> 
> (It's your fault for giving us diverse UIs!)

We expose squelching via email headers.

If you don't want RT to notify at _all_ about the email your command
sends, add the following header:

   X-RT-Squelch: yes

If you want to squelch a certain set of recipients RT might otherwise
mail, include a header like:

   RT-Squelch-Replies-To: f...@example.com,b...@example.com

Re: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields

[Kenneth Crocker]

Matthew,Tim,

Most likely it is.

Kenn

On Thu, Jun 14, 2012 at 6:54 AM, Tim Cutts  wrote:

>
> On 14 Jun 2012, at 14:48, Matthew W. wrote:
>
> > Hello,
> >
> > I'm relatively new to RT and have been running into this problem for a
> > few days now.  I've looked everywhere and haven't found a clue.  The
> > closest thing I could find was documented in this post:
> >
> >
> http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg10037.html
> >
> > But, I really don't want to to undo the changes that RT automatically
> > undoes
> >
> > Basically, whenever I make changes to a custom field from a scrip
> > whatever the value that I add automatically gets reverted back to the
> > old value.  I tried adding code to delete the old value first, but RT
> > just adds the old value back.
> >
> >
> > Here's some psuedocode (code not tested and may contain typos, but my
> > code works just fine as I can see the transactions in the ticket
> > history):
> >
> > my $Value = 'some value';
> >
> > my $CFName = 'customCF';
> > my $CF->LoadByName( Name => $CFName);
> >
> > #Delete the old value:
> > $self->TicketObj>DeleteCustomFieldValue(
> > Field => $CFName,
> > Value => $self->TicketObj->FirstCustomFieldValue($CFName)
> > );
> >
> > #Set the new value:
> > $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value);
> >
> > Bottom line: does anyone know how to prevent RT from undoing the
> > additions to a custom field?  This is in RT 4.0.4.
>
> Is this a TransactionCreate/TransactionBatch stage issue?
>
> Tim
>
>
> --
>  The Wellcome Trust Sanger Institute is operated by Genome Research
>  Limited, a charity registered in England with number 1021457 and a
>  company registered in England with number 2742969, whose registered
>  office is 215 Euston Road, London, NW1 2BE.
>

Re: [rt-users] Odd behavior, RT automatically reverts changes to Custom Fields

[Paul Tomblin]

On Thu, Jun 14, 2012 at 9:48 AM, Matthew W.  wrote:
> Here's some psuedocode (code not tested and may contain typos, but my
> code works just fine as I can see the transactions in the ticket
> history):
>
> my $Value = 'some value';
>
> my $CFName = 'customCF';
> my $CF->LoadByName( Name => $CFName);
>
> #Delete the old value:
> $self->TicketObj>DeleteCustomFieldValue(
>     Field => $CFName,
>     Value => $self->TicketObj->FirstCustomFieldValue($CFName)
> );
>
> #Set the new value:
> $self->TicketObj->AddCustomFieldValue( Field => $CF, Value => $Value);

When I call AddCustomFieldValue, I use the field *name* in Field,
rather than an actual CustomField class.  So I do things like
   $parent->AddCustomFieldValue("Field" => "custom_status", "Value" =>
$newStatus);
and that seems to work fine.


-- 
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin

[rt-users] Live on 4.0.6 today and question about Child tickets (Joe Kirby)

[Joe Kirby]

Please forgive my previous post. I was under the impression that the option to 
create child tickets in a different queue was a delivered function in 4.0.5 

When I did not hear back from the list I did more research and discovered that 
my person had originally installed an extension and we forgot it when we 
migrated to production. 

My apologies for the post.

The extension, which works very nicely by the way, is 
http://requesttracker.wikia.com/wiki/SpawnChildTicket

Thank you very much for all your help.

great community

Joe



Joe Kirby ,  Assistant Vice President, Business Systems
Division of Information Technology (DoIT) 
Support Response -   http://www.umbc.edu/doit 
Administration 627
Office - 410-455-3020 
Email - ki...@umbc.edu

Re: [rt-users] Custom fields on transactions

[Kevin Riggle]

Excerpts from Jaime Kikpole's message of Thu Jun 14 07:50:35 -0400 2012:
> I've been using RT with various custom fields for years, but now its
> time to re-model those custom fields a bit.  I thought that at least
> one of them, namely "Work By" (which includes a list of which
> technicians worked on the ticket), should get moved to the transaction
> level (vs. applying to the ticket) so that it would be easier to make
> data entries.
> 
> Currently, I have to search for all resolved tickets and then read
> them and then apply the correct names.  This is cumbersome.  So my
> hope is that al the techs could just tag their own name (and the names
> of anyone who helped them) whenever they made a comment or reply on
> the ticket.
> 

The most straightforward way to approach this is to write a little Scrip
which adds anyone who touches a ticket to either your ticket-level
"Work By" CustomField or to the ticket AdminCcs.

That way the tracking happens automatically at the ticket level (where
it's easy to search for) rather than your techs having to tag themselves
on each transaction.

- Kevin

[rt-users] Set Content via Scrip

[TheHoboKing]

Hello All,

Im running RT.4.0.5.

I've been trying to automatically set the Content(message body) of a comment
on a ticket.

I can get the value from the message input box via
"$self->TransactionObj->Content" but I'm unable to set it via a scrip.

I've attempted via "$self->TransactionObj->SetContent($MyValue)" and various
other means (ContentObj | TicketObj | Transaction->Message | ...) but none
works...

Here's a brief explanation on why I'm attempting to do this:

I've a couple of Transaction Custom fields, for which I store the input
value in a Ticket CustomField (I do this via a TransactionBatch Scrip), this
works fine on Ticket Creation and as long as the message box contains
whatever value during Comment | Reply | Resolve | Re-Open |... . But if the
message box is left empty, the valued entered in the Transaction CF is not
added to the Ticket CF (perhaps the Scrip is not even run because there's
Transaction to be recorded?).

How could I either force a TransactionBatch scrip to run even if the message
box is left empty or automatically set a value to Content (the message box).

After taking a look at the RT Logger, it looks like the Scrip is not being
executed if the message box is empty (no Transaction to be recorded perhaps?
even though I'm inputting new values in the Transaction CF(s)).

Nonetheless here's my Scrip that tries and set a value to Content

Custom condition:
return 1;
Custom action preparation code:
return 1;

Custom action cleanup code:
my $Trans = $self->TransactionObj;

my $content = $Trans->Content;
my $MyValue = 'ScriptedValue';

$Trans->SetContent($MyValue);

$RT::Logger->debug("$self->TransactionObj->Content: $content");


Thank you all!
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Re: [rt-users] Custom fields on transactions

[Robert Wysocki]

Dnia 2012-06-14, czw o godzinie 07:50 -0400, Jaime Kikpole pisze:
> I've been using RT with various custom fields for years, but now its
> time to re-model those custom fields a bit.  I thought that at least
> one of them, namely "Work By" (which includes a list of which
> technicians worked on the ticket), should get moved to the transaction
> level (vs. applying to the ticket) so that it would be easier to make
> data entries.
> 
> Currently, I have to search for all resolved tickets and then read
> them and then apply the correct names.  This is cumbersome.  So my
> hope is that al the techs could just tag their own name (and the names
> of anyone who helped them) whenever they made a comment or reply on
> the ticket.
> 
> So I started playing with a new custom field named "test" to see if
> this would work.  It seems OK for entering data, but I haven't found a
> way to search based on that custom field.
> 
> Did I miss something?  Are custom fields on transactions just not very
> useful?  What kinds of goals should they be used to meet?
> 
> Any advise is appreciated.

I don't get it. Anyone, who worked on the ticket should leave a
comment/reply, so you can obtain the list of people who worked on a
ticket by parsing ticket transactions.
Therefore your CF is redundunt to built-in functionality and according
to Occam's razor you just shouldn't use it.

Regards,
-- 
Robert Wysocki
administrator systemów linuksowych
Contium S.A., http://www.contium.pl

[rt-users] List of privileged users

[Asif Iqbal]

How do I get the list of privleged users?

This is what I have so far

#!/usr/bin/perl -w

 use strict;
 use Carp;
 use Getopt::Long;

 use lib qw(/opt/rt3/lib /opt/rt3/etc);

 use RT::Interface::CLI qw(CleanEnv GetCurrentUser GetMessageContent loc);
 CleanEnv();

 use RT;
 use RT::Ticket;
 use RT::Tickets;

 RT::LoadConfig();

 RT::Init();

 my $PrivilegedUsers = RT::Users->new ( $RT::SystemUser );
 $PrivilegedUsers->LimitToPrivileged;


 while ( my $PrivilegedUser = $PrivilegedUsers->Next ) {
print $PrivilegedUser."\n";  # <== this only prints hash
 }

 $RT::Handle->Disconnect();


Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?