Re: [rt-users] Installing and Configuring Asset Tracker in RT
Hello, I am currently trying to do the same. It's a complete fresh install. What OS and version are you using ? Are you using the rt4 packages provided by the distribution or are you installing from source ? This is what I tried so far: I installed the debian rt4 packages on Debian stable 6.x squeeze. Unfortunately squeeze does not provide rt4 and assettracker packages so I use the packages that are available in debian testing (using apt pinning). After some tweaks (there were issues with the mysql schema about TYPE=InnoDB which now must be ENGINE=InnoDB) I managed to install asset tracker but I got display errors in the rt start page. Next I tried the same using Debian testing instead of stable. But got the same display issues. Next I tried debian testing and installing from source wget http://download.bestpractical.com/pub//rt/release/rt-4.0.6.tar.gz git clone https://github.com/chakatodd/rt-extension-assettracker basically installation went fine, but again I am getting display problems with the rt start page. What I see in the front page is the text: LABEL ACCESSKEY=9 SELECT NAME =Type onchange=document.CreateAssetOfType.submit() class=select-assettype /SELECT /LABEL and Here is a Screenshot: http://files.muellers.ms/rt4-assettracker.png I guess this is an CSS issue or rt-extension-assettracker is not (yet) compatible to rt4 ? Thanks Carlos
Re: [rt-users] ActiveStatus configuration has been replaced by the new Lifecycles
Hi, Your SiteConfig tries to set ActiveStatus option which is not valid anymore. I don't know how to describe it better than it's already described in the warning message. On Tue, Jul 3, 2012 at 5:03 PM, Borngunners borngunn...@aol.com wrote: What does this warning mean and how do I correct it? [Sun Jun 24 10:38:22 2012] [warning]: The ActiveStatus configuration has been replaced by the new Lifecycles functionality. You should set the 'active' property of the 'default' lifecycle and add transition rules; see RT_Config.pm for documentation. (/opt/rt4/sbin/../lib/RT/Config.pm:766) Thanks, Haji -- Best regards, Ruslan.
[rt-users] can RT support this type of workflow
Hi all, I'm currently considering RT for a client, but I'm not sure how to implement the following type of workflow / scenario; any thoughts / suggestions welcome (or if it's just flat out impossible or trying to put a square peg in a round hole please tell me too). I'm very familiar with RT3.8 series, but not 4 so not sure if some of these things are easier to achieve in 4... (we would implement current latest stable for them). The client has several types of workflows. Most of these are based around case management type workflows, and will work reasonably well with an out of the box RT implementation. One case I can't work out is: - They want to store information about passes that have been issued to customers for vendor X,Y,Z - There are rules about how often, and how many passes may be issued to a customer. For example a customer may not be issued more than 3 passes for vendor X in any 6 month period. - They need to be able to report on how many passes have been issued: to a customer; for vendor X Maybe I could store this as custom fields, but I can only see custom fields for queues and tickets. Maybe that's OK because a particular transaction (real world transaction not RT transaction) would involve entering the quantity of vouchers issued for Vendor X,Y,Z. But... what type of custom field would be most appropriate for this? And The next thing is that we would need to rework the RT interface to make it more customer centric rather than ticket centric. By this I mean that when a case is opened the first thing they do is capture a lot of information about the customer OR they are searching for a customer by name, address etc etc. Looking at the dashboard I can't see an easy way to do this - I think that we'd need to modify one or several templates but I'm not sure where to start looking at for this, so that the top panel for example was a search that returned RT users and allowed them to modify the users, and then easily create a ticket given a selected user. Actually there are custom fields that are specific to a user and not ticket or queue that we need, sorry just thought of some. If I look at a user I can see a section for custom fields but no way of assigning any...? Thanks all, Chris
Re: [rt-users] Change the place of title page name
Tried the following javascript and it worked. You can test in java
script console of your browser. Use a callback in Header to put it on
RT pages.
jQuery('#header h1').prependTo('#body');
On Tue, Jul 3, 2012 at 11:33 AM, Jonathan Khattir
jonathan.khat...@mobiquithings.net wrote:
I would like put the title in div=body define in /Element/PageLayout
I don't know syntax, i read the masonbook but i don't understand.
http://imageshack.us/photo/my-images/21/todayk.png/
2012/7/2 Jonathan Khattir jonathan.khat...@mobiquithings.net
Hi, I would like to known how i can change the place of the title of
current page view.
The variable is $Title, define in /Element/Header so i would like export
this variable or the div div id=headerh1% $Title %/h1/div to
display the page name in footer (/Element/Footer) for exemple.
Thanks to help me :)
--
Best regards, Ruslan.
[rt-users] Customize create new ticket
We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but... Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well. Has anyone accomplished such a task and would like to share details? Thanks in advance!! Joe Sent from my mobile device.
Re: [rt-users] Attachment extraction from DB
On Tue, Jul 3, 2012 at 8:02 AM, ronald higgins ronald.higg...@gmail.com wrote: right clicking through 1.2 million tickets might cause some finger strain :) indeed, i meant a method to dump directly from mySQL to disk. i shall look into how to interact via the api then. For mysql it's pretty much simple. Just dump whatever in Content column. I would use Perl API rather than REST for this operation, but it's for you to decide. thanks On 2 Jul 2012 23:58, Kevin Riggle kev...@bestpractical.com wrote: Excerpts from ronald higgins's message of Mon Jul 02 03:41:18 -0400 2012: Hi All, Has anyone ever had to extract files (docs,pdf's) out of the RT DB onto files on the filesystem? If so would you mind sharing how you went about it? To be terribly snarky, I went to the attachment I wanted in RT's web UI, right-clicked on the link, and selected 'Save link as'. Look at lib/RT/Attachment.pm and the places it's used for how RT does it, using the Perl API. And that's mostly just taking the information that running 'describe Attachments' in your favorite SQL DB will tell you exists in the database and putting it in the right places. Best, - KevinR -- Best regards, Ruslan.
Re: [rt-users] Customize create new ticket
Hi, A screenshot would be nice. On Thu, Jul 5, 2012 at 3:30 PM, Joe Harris drey...@gmail.com wrote: We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but... Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well. Has anyone accomplished such a task and would like to share details? Thanks in advance!! Joe Sent from my mobile device. -- Best regards, Ruslan.
Re: [rt-users] Customize create new ticket
Unfortunately due to contracts I don't think I can, but I'll see if I can craft one a redact what needs to be hidden. Sent from my mobile device. On Jul 5, 2012, at 11:12 AM, Ruslan Zakirov r...@bestpractical.com wrote: Hi, A screenshot would be nice. On Thu, Jul 5, 2012 at 3:30 PM, Joe Harris drey...@gmail.com wrote: We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but... Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well. Has anyone accomplished such a task and would like to share details? Thanks in advance!! Joe Sent from my mobile device. -- Best regards, Ruslan.
[rt-users] Look for Existing ticket based on external RT Subject Tag
I'm running RT 4, and we have a external service provider that has their own RT system. When they create a ticket to us, their RT sends the notification to the email address associated with our RT. The problem is that their process is to send a notification on create, then send a message immediately after with the details. This generates two tickets in system. Has any one written or modified one of the scrips to look for an existing ticket with the subject tag from an external RT system, before creating a new ticket. Basically implement the similar logic that is used for internal subject tag, but basically same IF (Ticket with External Tag Exists) - Update Ticket; Else Create new ticket. -- It is all fun and games till flying monkeys attack
[rt-users] strip CommandByMail commands from body
Hi All, I installed RT 4.05 along with the CommandByMail extension and all seems to be working fine so far. Now I would like to remove the commands used by this extension (like status: open) from the body of the e-mail that is actually sent by RT after parsing and handling them. As I am no Perl guru, would someone have or be able to devise the magical lines that will allow me to modify the message before sending? I guess this must take place into TakeAction.pm but I am not sure how to modify the Entity object in a persistent way. Thanks a lot, vlio
Re: [rt-users] can RT support this type of workflow
Chris, I see no reason why this wouldn't work on RT 3.X or 4.x. The Custom Fields could easily be Global, that way they could be seen whenever a ticket is moved from one Queue to another Queue. I'd create CF's for all the Customer info and to keep the display screen clean, grant SeeCustomField only to groups of users that would need to see that info, not just everybody. I'd create a set of CF's for each Vendor. For Vendor X; Count, Last Date Issued. Vendor Y; Count, Last Date Issued. This would enable you to chack on if a pass was issued in the last 6 months, the total count, etc for each Vendor. Again, to keep the Display Screen more usable, try to grant permissions at the group level. you can control who sees what when they look at a screen more easily and therefore not everyone sees a cluttered display screen. If you have a group defined for sets of users with the same access/process needs, this will help with future maintenance as well. Dashboards/home page can be set up to display certain searches at the top and in a certain order. Set up a search by user and put that search at the top of the home page. I hope this helps. If you need more info, let me know. Kenn On Thu, Jul 5, 2012 at 5:30 AM, Chris Herrmann chrisherrma...@gmail.comwrote: Hi all, I'm currently considering RT for a client, but I'm not sure how to implement the following type of workflow / scenario; any thoughts / suggestions welcome (or if it's just flat out impossible or trying to put a square peg in a round hole please tell me too). I'm very familiar with RT3.8 series, but not 4 so not sure if some of these things are easier to achieve in 4... (we would implement current latest stable for them). The client has several types of workflows. Most of these are based around case management type workflows, and will work reasonably well with an out of the box RT implementation. One case I can't work out is: - They want to store information about passes that have been issued to customers for vendor X,Y,Z - There are rules about how often, and how many passes may be issued to a customer. For example a customer may not be issued more than 3 passes for vendor X in any 6 month period. - They need to be able to report on how many passes have been issued: to a customer; for vendor X Maybe I could store this as custom fields, but I can only see custom fields for queues and tickets. Maybe that's OK because a particular transaction (real world transaction not RT transaction) would involve entering the quantity of vouchers issued for Vendor X,Y,Z. But... what type of custom field would be most appropriate for this? And The next thing is that we would need to rework the RT interface to make it more customer centric rather than ticket centric. By this I mean that when a case is opened the first thing they do is capture a lot of information about the customer OR they are searching for a customer by name, address etc etc. Looking at the dashboard I can't see an easy way to do this - I think that we'd need to modify one or several templates but I'm not sure where to start looking at for this, so that the top panel for example was a search that returned RT users and allowed them to modify the users, and then easily create a ticket given a selected user. Actually there are custom fields that are specific to a user and not ticket or queue that we need, sorry just thought of some. If I look at a user I can see a section for custom fields but no way of assigning any...? Thanks all, Chris
Re: [rt-users] Scrip compile issue
Mike,
Replaces the Requestor? How? In what manner? If you just want the Requestor
to have a different title or name then use the language translator. There
is an array in it that lets you replace certain items when they are
displayed.
Kenn
On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley mike.coak...@gmail.comwrote:
I'm trying to write a Scrip that replaces the Requestor. When I try to
save this Scrip I get a compilation error.
Here is my Scrip:
my %addressSubstitutions = (
ex1\@example\.com = ex1location\@example\.com,
ex2\@example\.com = ex2location\@example\.com
);
my $newRequestorAddr = ;
my $requestorAddr = $self-TicketObj-RequestorAddresses;
$RT::Logger-debug(All Queues: Requestor Email Address = $requestorAddr);
foreach $testAddress (keys(%addressSubstitutions)) {
if ($requestorAddr =~ /$testAddress/i) {
$newRequestorAddr =
$addressSubstitutions{$testAddress};
break;
}
}
my ($status, $msg) = $self-TicketObj-DeleteWatcher(Type = 'Requestor',
Email = $requestorAddr);
unless ($status) {
$RT::Logger-error(All Queues : Unable to Remove the
requestor $requestorAddr : $msg);
return undef;
}
my ($status, $msg) = $self-TicketObj-AddWatcher(Type = 'Requestor',
Email = $newRequestorAddr);
unless ($status) {
$RT::Logger-error(All Queues : Unable to Add the
requestor $newRequestorAddr : $msg);
return undef;
}
return 1;
Here is the error:
Couldn't compile CustomCommitCode codeblock ‘{Scrip}': Compilation error
at /usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack:
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44]
[/opt/rt4/share/html/Admin/Elements/EditScrip:155]
[/opt/rt4/share/html/Admin/Global/Scrip.html:51]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295]
[/opt/rt4/share/html/autohandler:53]
Thanks,
Mike
Re: [rt-users] Scrip compile issue
Kenn,
Basically I have scanners that email scanned applications to the RT system. If
the reply goes back to the scanner email address it gets dumped. So I need the
reply to go back to the group that scanned the application. That is why I built
the replacement routine.
It works fine at the command line, excluding the RT parts for testing. But when
I save it in the RT web ui I get the error below.
Thanks,
Mike
Sent from my iPhone
On Jul 5, 2012, at 4:21 PM, Kenneth Crocker kenn.croc...@gmail.com wrote:
Mike,
Replaces the Requestor? How? In what manner? If you just want the Requestor
to have a different title or name then use the language translator. There is
an array in it that lets you replace certain items when they are displayed.
Kenn
On Tue, Jul 3, 2012 at 8:02 PM, Michael Coakley mike.coak...@gmail.com
wrote:
I'm trying to write a Scrip that replaces the Requestor. When I try to save
this Scrip I get a compilation error.
Here is my Scrip:
my %addressSubstitutions = (
ex1\@example\.com = ex1location\@example\.com,
ex2\@example\.com = ex2location\@example\.com
);
my $newRequestorAddr = ;
my $requestorAddr = $self-TicketObj-RequestorAddresses;
$RT::Logger-debug(All Queues: Requestor Email Address = $requestorAddr);
foreach $testAddress (keys(%addressSubstitutions)) {
if ($requestorAddr =~ /$testAddress/i) {
$newRequestorAddr =
$addressSubstitutions{$testAddress};
break;
}
}
my ($status, $msg) = $self-TicketObj-DeleteWatcher(Type = 'Requestor',
Email = $requestorAddr);
unless ($status) {
$RT::Logger-error(All Queues : Unable to Remove the
requestor $requestorAddr : $msg);
return undef;
}
my ($status, $msg) = $self-TicketObj-AddWatcher(Type = 'Requestor', Email
= $newRequestorAddr);
unless ($status) {
$RT::Logger-error(All Queues : Unable to Add the requestor
$newRequestorAddr : $msg);
return undef;
}
return 1;
Here is the error:
Couldn't compile CustomCommitCode codeblock ‘{Scrip}': Compilation error at
/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack:
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44]
[/opt/rt4/share/html/Admin/Elements/EditScrip:155]
[/opt/rt4/share/html/Admin/Global/Scrip.html:51]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295]
[/opt/rt4/share/html/autohandler:53]
Thanks,
Mike
Re: [rt-users] Installing and Configuring Asset Tracker in RT
Carlos Becker wrote: Next I tried debian testing and installing from source wget http://download.bestpractical.com/pub//rt/release/rt-4.0.6.tar.gz git clone https://github.com/chakatodd/rt-extension-assettracker basically installation went fine, but again I am getting display problems with the rt start page. What I see in the front page is the text: LABEL ACCESSKEY=9 SELECT NAME =Type onchange=document.CreateAssetOfType.submit() class=select-assettype /SELECT /LABEL and Here is a Screenshot: http://files.muellers.ms/rt4-assettracker.png I guess this is an CSS issue or rt-extension-assettracker is not (yet) compatible to rt4 ? I had the same problem when by accident the RT machine was upgraded ;-( I thought it had todo with some package being upgraded but it turned out it was RT itself. If you look at the asset component responsible for that text then you'll see the it uses scomp and in combination with a security hole that has been plugged in RT it is causing that problem. The l component in RT exists in a safe and unsafe version and nowadays it tries to escape html entities correctly but causes problems when you use scomp. Haven't figured out how to rewrite the assettracker component if you do please let me (us) know. Greetings, Joop
Re: [rt-users] Customize create new ticket
On Thu, Jul 05, 2012 at 12:12:10PM -0400, Joe Harris wrote: Attached screenshot. The Client_Project custom field is a field we pulled directly from our billing system to populate the custom field. Users with lower resolutions the page looks like the attached. Does that get any better if you use a Render Type if Dropdown rather than the old value of Select Box? -kevin On Thu, Jul 5, 2012 at 11:14 AM, Joe Harris drey...@gmail.com wrote: Unfortunately due to contracts I don't think I can, but I'll see if I can craft one a redact what needs to be hidden. Sent from my mobile device. On Jul 5, 2012, at 11:12 AM, Ruslan Zakirov r...@bestpractical.com wrote: Hi, A screenshot would be nice. On Thu, Jul 5, 2012 at 3:30 PM, Joe Harris drey...@gmail.com wrote: We recently migrated from 3.8.8 to 4.0.5 and there are some great new features which everyone is happy with but... Due to several long custom fields we have, the Basics section on the default Create a new ticket screen tends to go off the screen depending on user resolution. I looked at modifying Create.html to suit our needs, but was wondering if there was an easier way to go about it. Users have also asked about moving the date part to the main screen as well. Has anyone accomplished such a task and would like to share details? pgpemuphiYcLg.pgp Description: PGP signature
Re: [rt-users] Customize create new ticket
On 07/05/2012 09:12 AM, Joe Harris wrote: Attached screenshot. The Client_Project custom field is a field we pulled directly from our billing system to populate the custom field. Users with lower resolutions the page looks like the attached. You could use a small snippet of custom CSS to fix a width on those fields, avoiding the overhang.
Re: [rt-users] Scrip compile issue
On Tue, Jul 03, 2012 at 11:02:55PM -0400, Michael Coakley wrote:
I'm trying to write a Scrip that replaces the Requestor. When I try to save
this Scrip I get a compilation error.
I'm not sure break; is really what you mean. Try last; It's highly
perl version dependent and RT doesn't declare any of the new perl
features because we still run on 5.8.
-kevin
Here is my Scrip:
my %addressSubstitutions = (
ex1\@example\.com = ex1location\@example\.com,
ex2\@example\.com = ex2location\@example\.com
);
my $newRequestorAddr = ;
my $requestorAddr = $self-TicketObj-RequestorAddresses;
$RT::Logger-debug(All Queues: Requestor Email Address = $requestorAddr);
foreach $testAddress (keys(%addressSubstitutions)) {
if ($requestorAddr =~ /$testAddress/i) {
$newRequestorAddr =
$addressSubstitutions{$testAddress};
break;
}
}
my ($status, $msg) = $self-TicketObj-DeleteWatcher(Type = 'Requestor',
Email = $requestorAddr);
unless ($status) {
$RT::Logger-error(All Queues : Unable to Remove the
requestor $requestorAddr : $msg);
return undef;
}
my ($status, $msg) = $self-TicketObj-AddWatcher(Type = 'Requestor', Email
= $newRequestorAddr);
unless ($status) {
$RT::Logger-error(All Queues : Unable to Add the requestor
$newRequestorAddr : $msg);
return undef;
}
return 1;
Here is the error:
Couldn't compile CustomCommitCode codeblock ‘{Scrip}': Compilation error at
/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm line 39. Stack:
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch/Output.pm:39]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:192]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:145]
[/usr/lib/perl5/site_perl/5.14.2/Log/Dispatch.pm:123] [(eval 1261):44]
[/opt/rt4/share/html/Admin/Elements/EditScrip:155]
[/opt/rt4/share/html/Admin/Global/Scrip.html:51]
[/opt/rt4/share/html/Admin/autohandler:49]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:548]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:295]
[/opt/rt4/share/html/autohandler:53]
Thanks,
Mike
pgpi6EkbReTC1.pgp
Description: PGP signature
Re: [rt-users] Installing and Configuring Asset Tracker in RT
On Thu, Jul 05, 2012 at 12:42:23PM +0200, Carlos Becker wrote: I installed the debian rt4 packages on Debian stable 6.x squeeze. Unfortunately squeeze does not provide rt4 and assettracker packages so I use the packages that are available in debian testing (using apt pinning). After some tweaks (there were issues with the mysql schema about TYPE=InnoDB which now must be ENGINE=InnoDB) If debian is shipping rt4 packages with TYPE=InnoDB that's a bug. RT has shipped ENGINE since 4.0.0 and fixed it in 3.8 with 3.8.11. basically installation went fine, but again I am getting display problems with the rt start page. What I see in the front page is the text: LABEL ACCESSKEY=9 SELECT NAME =Type onchange=document.CreateAssetOfType.submit() class=select-assettype /SELECT /LABEL and Looks like Asset Tracker is pushing HTML into localized strings which is something we've discouraged for a long time and disabled in 4.0.6 because of the massive security holes in the approach. The Asset Tracker authors can convert to using l_unsafe but need to make sure they're not just introducing security holes. Best Practical doesn't work on Asset Tracker, so you probably want to contact the AT team directly. -kevin pgptScOsPuMt8.pgp Description: PGP signature
