[rt-users] Export, import and purge tickets?
Hello Is there any tool to export data for selected tickets (for example in mysqldump format file) and after successful export delete all data for these tickets from the database? This way it would be easy to create backup for old or unnecessary tickets, shred them and clean up database. If some of them will be needed in the future their data could be imported back from the dump file. -- Stefan Stefanov
Re: [rt-users] Issue with RT::Extension::MoveRules? Perhaps a bug in 4.0.X?
Ruslan,
I've just upgraded to 4.0.6 and confirmed that this is still happening. Any
news on a fix? Timeframe?
Is this something that we could pay BestPractical to prioritize?
Thanks,
-Shane
-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of
Ruslan Zakirov
Sent: Monday, May 28, 2012 12:48 PM
To: Shane Painter
Cc: rt-users@lists.bestpractical.com; Cami Flores
Subject: Re: [rt-users] Issue with RT::Extension::MoveRules? Perhaps a bug in
4.0.X?
Sorry, found answer.
On Mon, May 28, 2012 at 9:47 PM, Ruslan Zakirov wrote:
> Hi,
>
> Is this only happens for Jumbo page or Basics is also affected?
>
> On Fri, May 18, 2012 at 12:55 AM, Shane Painter wrote:
>> All,
>>
>>
>>
>> Running RT v4.0.5 w/MoveRules v0.01 enabled (see below for config
>> details) we see the following troublesome behavior.
>>
>>
>>
>> When clicking on “Basics” or “Jumbo” within a ticket, the dropdown
>> list showing the current Queue seems to be reset to the ‘first’
>> (alphabetically) enabled queue. This is problematic, as any user who
>> is updating a custom field must also be certain to re-submit the
>> correct queue when saving, else – the ticket will magically disappear
>> from the correct queue and land in the first enabled queue. Attached
>> are screenshots showing the incorrect behavior.
>>
>>
>>
>> In the example screenshots, Ticket #106 is in the “Tier 2” queue.
>> When clicking on either Basic or Jumbo to modify the ticket CFs, you
>> will see that the queue dropdown reverts to the first enabled queue.
>> In this case it is “Tier 1”.
>>
>>
>>
>> Disabling MoveRules seems to fix the issue when modifying via Basic;
>> however, when using Jumbo the problem still exists ?!?!
>>
>>
>>
>> Any assistance resolving this would be greatly appreciated! Please
>> let me know if I can provide any further details/explanation on this…
>>
>>
>>
>> Thanks in advance,
>>
>> -Shane
>>
>> ---
>>
>> Here’s the MoveRules section of RT_SiteConfig.pm:
>>
>>
>>
>> # Configuration for MoveRules
>>
>> Set( @MoveRules,
>>
>> # From 1. Tier 1 - Help Desk -> Other Queues
>>
>> {
>>
>> From => '1. Tier 1 - Help Desk',
>>
>> To => '2. Tier 2 - Service Desk',
>>
>> ShowAction => 1,
>>
>> },
>>
>> {
>>
>> From => '1. Tier 1 - Help Desk',
>>
>> To => '3. Tier 3 - Service Desk',
>>
>> ShowAction => 1,
>>
>> },
>>
>>
>>
>> # From 2. Tier 2 - Service Desk -> Other Queues
>>
>> {
>>
>> From => '2. Tier 2 - Service Desk',
>>
>> To => '1. Tier 1 - Help Desk',
>>
>> ShowAction => 1,
>>
>> },
>>
>> {
>>
>> From => '2. Tier 2 - Service Desk',
>>
>> To => '3. Tier 3 - Service Desk',
>>
>> ShowAction => 1,
>>
>> },
>>
>>
>>
>> # From 3. Tier 3 - Service Desk -> Other Queues
>>
>> {
>>
>> From => '3. Tier 3 - Service Desk',
>>
>> To => '2. Tier 2 - Service Desk',
>>
>> ShowAction => 1,
>>
>> },
>>
>> {
>>
>> From => '3. Tier 3 - Service Desk',
>>
>> To => '1. Tier 1 - Help Desk',
>>
>> ShowAction => 1,
>>
>> },
>>
>>
>>
>> # From 4. Data - Service Desk -> Other Queues
>>
>> {
>>
>> From => '4. Data - Service Desk',
>>
>> To => '4. Data - Service Desk',
>>
>> ShowAction => 1,
>>
>> },
>>
>>
>>
>> # From 5. IT - Service Desk -> Other Queues
>>
>> {
>>
>> From => '5. IT - Service Desk',
>>
>> To => '6. IT - Service Delivery',
>>
>> ShowAction => 1,
>>
>> },
>>
>>
>>
>> # From 7, Change Management -> Other Queues
>>
>> {
>>
>> From => '7. Change Management',
>>
>> To => '8. Release Management',
>>
>> ShowAction => 1,
>>
>> },
>>
>>
>>
>> # From 8. Release Management -> Other Queues
>>
>> {
>>
>> From => '8. Release Management',
>>
>> To => '9. Continual Improvement',
>>
>> ShowAction => 1,
>>
>> }
>>
>> );
>>
>>
>>
>> # End Configuration for MoveRules
>>
>>
>>
>>
>
>
>
> --
> Best regards, Ruslan.
--
Best regards, Ruslan.
Re: [rt-users] RT Visual Interface Enhancements Enquiry
Hi :-) I am sure this can be done using RT4 by writing a custom page - but I honestly do not know how… What I would do is write up a quick external solution and use RT's REST interface to provide the data for each of your columns by "binding" each column to the result of a search in RT (executed using the REST interface) :-) If you want to spend a bit more time this could be a completely flexible solution where you can dynamically add columns / define the layout and look and feel exactly as you like it. If you would like to discuss details just let me know. Best regards Benjamin Am 29.06.2012 um 15:40 schrieb Nafiesa Allie: > Good Day > > My company is currently using RT4. > > A number of the latest available job ticketing systems (e.g. Trello) use an > approach where the interface is split up into boards that signify the status > the job is at, see attached Trello.png. Would it be possible to > customize/enhance RT so that a similar interface be achieved? > > Our company-specific needs, in terms of the interface, are displayed in the > attached RT_Boards_Required.png. We do know how to add more statuses to RT, > but would also like the lists for the different states > (initial/active/inactive) and statuses to be displayed adjacent to each other > across the width of the screen, as in RT_Boards_Required.png. We basically > would like to have a complete overview of jobs listed at a glance. We have > experimented with the current dashboard in RT4, but was unable to achieve the > same effect. When setting up a dashboard, the maximum number of lists that > can lie adjacent to each other is 2. It would have been helpful if the > panels (body/sidebar) could be re-sized so that more than two lists can > appear adjacent to each other. > > I welcome any feedback. > -- > Groete/Regards > > Nafiesa Allie > > Kromco (Pty) Ltd > > | t +27[0]21 850-6847 | f +27[0]21 850-6871 | e nafie...@kromco.co.za | > > *Important Notice: This e-mail may contain trade secrets or privileged, > undisclosed, or otherwise confidential information. > > If you have received this e-mail in error, you are hereby notified that any > review, copying, or distribution of it is strictly prohibited. > > Please inform us immediately and destroy the original transmittal. Thank you > for your cooperation. > > >
Re: [rt-users] RT Visual Interface Enhancements Enquiry
On 06/29/2012 10:57 AM, Benjamin Boksa wrote: > I am sure this can be done using RT4 by writing a custom page - but I > honestly do not know how… Learning the basics of how to create your own page in RT will probably be faster and more efficient than trying to use the REST interface to get all the data and interaction you want. You can probably do most of what you want with a standard dashboard and a bunch of custom CSS and JS that targets it to rearrange as necessary.
[rt-users] can the RT database be failed-over to an alternate site?
Hello, We are about to implement RT as a core service and want to add its DB to an existing Postgresql cluster which we fail over to an alternate site when we think that the DB service will be unavailable for more than 2 hours due to power loss or network failures or some other unfortunate event. The Postgresql write ahead logs are rsynched to the alternate site and applied to the DB there which is in stand-by mode. When we promote it to the primary we change DNS service name entries to point to it. It takes about 30 minutes to execute a fail-over. We will be running RT 4.0.6 on CentOS 6.2 x86_64 and the database will be Postgresql 8.4.7 on RH Linux. Has anyone run RT in this kind of environment? best regards and thanks in advance, L. K. Carson San Diego Supercomputer Center
Re: [rt-users] user batch add script failing
On Thu, Jun 28, 2012 at 12:40 PM, Kevin Falcone
wrote:
> On Wed, Jun 27, 2012 at 11:09:27PM -0400, Andy Harrison wrote:
>
> The fact that you see errors like this:
>
>> [Wed Jun 27 22:43:04 2012] [info]:
>> RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: 21
>> JARVIS AVE, City: ROCHESTER, Comments: Autocreate from metrocast
>> customer mysql db, Disabled: , EmailAddress: devnull...@metrocast.net,
>> Gecos: 327830, HomePhone: 603999, Name: 8282828282100011,
>> Password: placeholderpassword.16, Privileged: , RealName: METROCAST
>> TEST ACCT HBO ONLY NoHSI, State: NH, WorkPhone: 00, Zip: 03868
>> (/opt/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:651)
>> Trace begun at /opt/rt6/lib/RT.pm line 250
>
> Means that your code below to clobber Plugins isn't working, in large
> part because the Plugins have already been loaded during LoadConfig
> and Init.
>
>> use RT::Config;
>>
>> RT::LoadConfig();
>>
>> RT::Init();
>>
>> # Make sure external auth is disabled and autocreate is enabled.
>> #
>> RT->Config->Set( ExternalInfoPriority => [ ] );
>> RT->Config->Set( Plugins => ['RT::OnlineDocs'] );
>> RT->Config->Set( AutoCreate => { Privileged => 0 } );
>> RT->Config->Set( AutoCreateNonExternalUsers => 1 );
>
> You may find it easier to cheat and run your script with
> RT_SITE_CONFIG=/my/smaller/rt_site_config.pm myscrips.pl
> and rt_site_config.pm doesn't declare any of your ExternalAuth
> plugins.
>
> Also, pelase note that AutoCreate only comes into play for users
> created in the WebUI, so is irrelevant here. Also,
> AutoCreateNonExternalUsers is an RT-Authen-ExternalAuth config option
> and is irrelevant if you're disabling RT-Authen-ExternalAuth.
>
> If you don't want a second site config, you'll need to ensure that
> your config changes happen before RT loads and parses plugins.
>
> -kevin
Oops... I must have corked something when I was cleaning the script
up to post here, I had that taken care of previously. I was just
looking to make sure the LDAP related items weren't showing up, didn't
look for that telltale CanonicalizeUserInfo log entry.
Regardless, your suggestion to use the RT_SITE_CONFIG variable is
easier so I did that. It pared down the log output but the it's still
the same problem.
[Thu Jun 28 18:20:35 2012] [error]: Could not create a new user -
Comments-Autocreate from metrocast customer mysql
db-RealName-METROCAST TEST ACCT HBO ONLY
nohsi-city-rochester-state-nh-emailaddress-devnull...@metrocast.net-Gecos-327830-Password-!sha512!8LUzx22g0JywKrDy!lz/mt/QovpBky0DSbAjiAg6veGNwsu4ZT2YtR6kwWxa8v3VISHtLOb7wPB271zGL87VgKZIW9LCxgR0bn+ylZA-HomePhone-603999-Address1-21
JARVIS AVE-Zip-03868-WorkPhone-00-Name-8282828282100011
(/opt/rt4/lib/RT/User.pm:280)
Trace begun at /opt/rt4/lib/RT.pm line 250
Log::Dispatch::__ANON__('Log::Dispatch=HASH(0x3b1dda0)', 'Could not
create a new user - Comments-Autocreate from metrocast customer mysql
db-RealName-METROCAST TEST ACCT HBO ONLY
nohsi-city-rochester-state-nh-emailaddress-devnull...@metrocast.net-Gecos-327830-Password-!sha512!8LUzx22g0JywKrDy!lz/mt/QovpBky0DSbAjiAg6veGNwsu4ZT2YtR6kwWxa8v3VISHtLOb7wPB271zGL87VgKZIW9LCxgR0bn+ylZA-HomePhone-603999-Address1-21
JARVIS AVE-Zip-03868-WorkPhone-00-Name-8282828282100011')
called at /opt/rt4/lib/RT/User.pm line 280
RT::User::Create(undef, 'Comments', 'Autocreate from metrocast
customer mysql db', 'Privileged', 0, 'City', 'ROCHESTER', 'RealName',
'METROCAST TEST ACCT HBO ONLY NoHSI', 'State', 'NH', 'EmailAddress',
'devnull...@metrocast.net', 'Gecos', 327830, 'HomePhone', 603999,
'Password', 'placeholderpassword.16', 'Address1', '21 JARVIS AVE',
'Disabled', 0, 'WorkPhone', 00, 'Zip', 03868, 'Name',
8282828282100011) called at rt_create_user_test.pl line 166
So I started chasing down the $self->SUPER::Create from RT::User and
moved onto RT::Record and put some debugging output in there. Inside
RT::Record::Create, the $self->SUPER::Create call gets an expected
value back for $id. If I run a Dumper() directly on the
$self->Load($id), it comes back with ( 1, 'Found Object' ) and I
verified that none of the errno cases were matched, though that's
obvious since $id is a plain scalar with an integer.
Since ref $self shows an RT::Principal object at this stage, I tried a
few of those methods. $self->id shows the expected integer.
$self->IsUser is 1. $self->IsGroup is undefined.
$self->PrincipalType is 'User'. $self->Disabled is 0.
$self->ObjectId is also 0.
So, after the Load, I made a new user obj:
my $curUserObj = RT::User->new();
But then doing a Dumper( $curUserObj->Load($self->id) ) comes back
with ( 0, "Couldn't find row" ).
Not sure how to dig deeper at this point. Any suggestions?
--
Andy Harrison
public key: 0x67518262
[rt-users] Shredder location
Hello all, I am trying to shred some tickets data and when I click on the shredder icon, I get a message Shredder needs a directory to write dumps to. Please check that you have /opt/rt3/var/data/RT-Shredder and it is writable by your web server. I created a folder opt/rt3/var/data/RT-Shredder but when I re run I still get the message. What else do I need to do Regards
Re: [rt-users] can the RT database be failed-over to an alternate site?
On Fri, Jun 29, 2012 at 06:09:51PM +, Carson, Leonard wrote: > Hello, > > We are about to implement RT as a core service and want to add its DB to an > existing Postgresql cluster which we fail over to an alternate site when we > think that the DB service will be unavailable for more than 2 hours due to > power loss or network failures or some other unfortunate event. The > Postgresql write ahead logs are rsynched to the alternate site and applied to > the DB there which is in stand-by mode. When we promote it to the primary > we change DNS service name entries to point to it. It takes about 30 minutes > to execute a fail-over. > > We will be running RT 4.0.6 on CentOS 6.2 x86_64 and the database will be > Postgresql 8.4.7 on RH Linux. > > Has anyone run RT in this kind of environment? > > best regards and thanks in advance, > > L. K. Carson > San Diego Supercomputer Center > Hi Leonard, We have a similar setup but not with a version of PostgreSQL quite so ancient and we used Slony to replicate to the standby DB server when we were using 8.4.x. We currently use PostgreSQL 9.1.x with its streaming replication support. Way too easy to setup, run, and failover. PostgreSQL has made tremendous strides in ease of use for its built-in replication support. I really recommend going to 9+ which included it. To provide a simple, minimal impact upgrade, we used Slony to replicate from our 8.4.x instance to our 9.1.x instance. Then when they were in sync, shutdown RT, failover, and restart RT on the new version. It took about 30 seconds. Let me know if you have any questions. Regards, Ken
Re: [rt-users] Issue with RT::Extension::MoveRules? Perhaps a bug in 4.0.X?
On Fri, Jun 29, 2012 at 7:15 PM, Shane Painter wrote: > Ruslan, > > I've just upgraded to 4.0.6 and confirmed that this is still happening. Any > news on a fix? Timeframe? I even didn't look. The mail still in my inbox, things I should work on stay in the inbox and at some point I will get to it, but it can be in months. I know you had contract(s) with BPS before and may be I should look as favor because of it, but things just keep piling up and there is no bottom. > Is this something that we could pay BestPractical to prioritize? Sure. I'm so slammed with job and rising kid, so there is no time to improve things out of best practical tasks. If you have support contract of bronze+ level then probably we can take a look without custom development. May be it's something simple and will be well within support boundaries. > Thanks, > -Shane -- Best regards, Ruslan.
Re: [rt-users] Some questions, a few oddities, and some must-haves...
For #2 I actually have a custom field in my queue definitions that I call
Signature which is my first custom field for queues. I then have:
{$Ticket->QueueObj->FirstCustomFieldValue()}
At the bottom of my autoreply, for correspondence and resolve I use:
Regards,
{$Ticket->OwnerObj->RealName || $Ticket->OwnerObj->Name}
{$Ticket->QueueObj->FirstCustomFieldValue()}
April
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin
Falcone
Sent: Wednesday, June 06, 2012 7:55 PM
To: rt-users@lists.bestpractical.com
Subject: 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
Re: [rt-users] notify requester - ticket taken
Hi, Have you disabled default auto-reply notification scrip? It sends a message to requestors when ticket is created. Condition you need is on the wiki: http://requesttracker.wikia.com/wiki/CustomConditionSnippets#On_Owner_Change_from_Nobody_to_Any The rest is there in default RT installation. On Fri, Jun 29, 2012 at 3:22 AM, Tim Dunphy wrote: > hello, > > We have an rt4 server that's been working quite well for about a year > in our organization. However I have just been asked to find out how to > get RT to send email notifications to requestors when RT assigns a > ticket to someone. I'm thinking that there might be a template I can > edit that would do this. Does anyone have a suggestion on how best to > accomplish this? Apologies if this is a rather basic question. > > Thanks > Tim > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B -- Best regards, Ruslan.
Re: [rt-users] Some questions, a few oddities, and some must-haves...
On 06/29/2012 11:53 AM, April Rosenberg wrote:
> For #2 I actually have a custom field in my queue definitions that I call
> Signature which is my first custom field for queues. I then have:
>
> {$Ticket->QueueObj->FirstCustomFieldValue()}
You should really pass in the expected argument to that method so it
always grabs the right CF instead of relying on ordering:
{$Ticket->QueueObj->FirstCustomFieldValue('Signature')}
Re: [rt-users] attachment filename corrupted
On Fri, Jun 29, 2012 at 9:47 AM, Christian Loos wrote: > Am 27.06.2012 22:53, schrieb Ruslan Zakirov: >> Hi, >> >> Should work in 4.0.6. >> > > But for me it don't work in 3.8.13. > I send an message to the devel list on 2012-06-22 but didn't any reply > until now. We can not backport every fix to 3.8 series. It's not a regression as it didn't work in 4.0.0. You can backport 06b0d1273c3b87a979fc10cbdd0d5ad8edfadd00 to 3.8 and send patch back. > Chris -- Best regards, Ruslan.
[rt-users] Automatic deleting after 7 days
Is there a way to automatically delete specific queues' data where creation date is 7 days old. I have about 15 queues and after 7 days the data is obsolete. I want to actually totally remove it (is that using shredder)
Re: [rt-users] user batch add script failing
Just noticed that ValidateName() sub in RT::Record... So, disregard this. Works a lot better now that I'm not using our billing system's customer account number for the Name. #facepalm -- Andy Harrison public key: 0x67518262
Re: [rt-users] Shredder location
Make sure you have chown that folder by the web server user -Andy From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Preston Sent: Friday, June 29, 2012 11:19 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Shredder location Hello all, I am trying to shred some tickets data and when I click on the shredder icon, I get a message Shredder needs a directory to write dumps to. Please check that you have /opt/rt3/var/data/RT-Shredder and it is writable by your web server. I created a folder opt/rt3/var/data/RT-Shredder but when I re run I still get the message. What else do I need to do Regards
