[rt-users] Add custom status tickets to My Tickets?
Hi. I have added a new status to the active statuses setting in RT_Siteconfig. Is it possible to make tickets with this status show up in the list xx highest priority tickets I own at RT at a glance? At the moment it seems like only new and open tickets are listed there. Regards, Johan
[rt-users] Custom fields empty
Hello List, I've noticed some strange things regarding custom fields. We use a documenting system called i-doit , that has a connection to RT (provider by the builders of i-doit) . This make it possible to generate custom fields in RT that are populated with information from the other system. So far , so good. The strange this however is, when i change some things in the fields on the i-doit part, some custom fields are empty. The thing i don't understand is, the information is logged in the tickets with the information from the CF , and in the articles (this one's annoying that it's empty). When i look closer at the article, i see all the information inside the article, but not displaying in the CF's. This is normal behavior , is there perhaps a workaround for this ? I know it's a third party app that's probably screwing this up Any help is appreciated. Regards, Mayk Backus
[rt-users] RT internals
Hi does any one can point me to some reference that will give me how RT works internally (Trouble shooting purposes) I need to know things like 1. where all this configurations are stored in RT (custom fields, actual Scripts, templates, Attachemnt etc) 2. Does the RT keep all the modification that I do using root dash board (or any other) in the DB 3. if I need to migrate to a new installation (with out upgrade) how would I go about this task (would it be as just to create the new instance and configure all the plugins as per the current and just do a backup and restore on the db) 4. What would be the consequences if I try to change webdomain (problem is our organization domain has changed since the commission of RT) 5. I have below problem Couldn't find Ticket for reminder 1656. Please contact administrator. though I have put this resolve reminder when the ticket resolved some times these messages keeps pooping up and I have to change the status manually from DB. I have tested this script and for me works perfectly. I tried to trace the ticket id by going through the DB from backebnd but I am unable to put tickets and reminders (how do I find the relations) Appreciate any help that you can provide Thanks and Regards
[rt-users] ExternalAuth LDAP authenticating more than 1 group
Hi, I did a few types of searches through google, and on the wiki. I also looked at the readme for ExternalAuth and couldn't find the answer. I'm thinking not too many people do this so the question hasn't been asked. When defining an LDAP service for ExternalAuth, you are allowed to set the group that a user has to be a member of to authenticate to RT. We have a need to have 2 different groups authenticate. I think I could copy my LDAP service config, rename it, change the group, and then add it to the ExternalAuthPriority list, but is there a more elegant way of doing it all within 1 LDAP service definition? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
Re: [rt-users] RT internals
On 10/09/2012 12:20, Asanka Gunasekera wrote: Hi does any one can point me to some reference that will give me how RT works internally (Trouble shooting purposes) I need to know things like 1. where all this configurations are stored in RT (custom fields, actual Scripts, templates, Attachemnt etc) In the database. The schema isn't that complicated; although some of the configuration data is stored as data structures in blob columns, which can make it a bit tricky to unpick. 2. Does the RT keep all the modification that I do using root dash board (or any other) in the DB Yes. 3. if I need to migrate to a new installation (with out upgrade) how would I go about this task (would it be as just to create the new instance and configure all the plugins as per the current and just do a backup and restore on the db) Yes. I've done that before. As long as you're not changing the software versions, just copying to a new system, it should be fine. 4. What would be the consequences if I try to change webdomain (problem is our organization domain has changed since the commission of RT) That's just an RT_SiteConfig setting. I think you can comfortably change it. You might want to check that the RT and mail configuration is set to be happy with both domains, to catch any requests for the old name. 5. I have below problem Couldn't find Ticket for reminder 1656. Please contact administrator. though I have put this resolve reminder when the ticket resolved some times these messages keeps pooping up and I have to change the status manually from DB. I have tested this script and for me works perfectly. I tried to trace the ticket id by going through the DB from backebnd but I am unable to put tickets and reminders (how do I find the relations) Appreciate any help that you can provide It's much easier to follow these things, I find, by using the RT Perl API. It's usually quite easy to write small perl scripts to inspect particular parts of the database, and the API does the unpicking of the database schema so you don't have to. perldoc RT::Ticket and its friends will help you. 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.
[rt-users] Scrips being executed twice for a simple CF update
Upon modification of one of our custom fields (text area), we want to parse the data, perform a translation on the original data, and store the results in the custom field. Simplified/contrived example: INPUT: Basics: OurField: 4 5 8 9 32 90 [SAVE]*click* RESULT: Basics: OurField: X Y A B Z O We're obviously using a Scrip to do this field processing. It's not working out too hot, so I *must* be doing something wrong. === # Name: ParseAndWrite_Ourfield # # User Defined # User Defined # Blank template # TransactionCreate Custom condition: if field changed return 1 Preparation: return 1 Clean-up: parse ourfield initialize final_string to for each item found: perform lookup append lookup result to final_string set OurField value to final_string return 1 === With loads of RT::Logger debugging in place, everything appears to be working fine except for the for the fact that the Scrip is being called twice, and it's performing the change ... then UNDOING IT: Sep 10 16:24:39 rtdev2 RT: START SCRIP processing OurField Sep 10 16:24:39 rtdev2 RT: OurField changed: OLD '' NEW '26 34' Sep 10 16:24:39 rtdev2 RT: OurField: In main chunk Sep 10 16:24:39 rtdev2 RT: OurField: 2 values found Sep 10 16:24:39 rtdev2 RT: OurField: Processing: '26' Sep 10 16:24:39 rtdev2 RT: OurField: Processing: '34' Sep 10 16:24:39 rtdev2 RT: OurField: Final string: 'X Y' Sep 10 16:24:39 rtdev2 RT: OurField reached final return 1 Sep 10 16:24:39 rtdev2 RT: START SCRIP processing OurField Sep 10 16:24:39 rtdev2 RT: OurField changed: OLD 'X Y' NEW '' Sep 10 16:24:39 rtdev2 RT: OurField: In main chunk Sep 10 16:24:39 rtdev2 RT: OurField: 0 values found Sep 10 16:24:39 rtdev2 RT: OurField: Final string empty, so clearing out OurField entirely Sep 10 16:24:39 rtdev2 RT: OurField reached final return 1
Re: [rt-users] Add custom status tickets to My Tickets?
Not sure if you got a reply yet, but I think depending on what version you are using, you may have an edit in the top right corner of the main search on the home page. If you click that and choose advanced you should see a query for __currentuser__ add in the where clause the status = 'newstatus' you want. Then save it. I believe if you're an admin, you can save it as a global change. But I'll have to log in and check to be sure. Sent from my mobile device. On Sep 10, 2012, at 4:06 AM, Johan Sjöberg johan.sjob...@deltamanagement.se wrote: Hi. I have added a new status to the active statuses setting in RT_Siteconfig. Is it possible to make tickets with this status show up in the list “xx highest priority tickets I own” at “RT at a glance”? At the moment it seems like only “new” and “open” tickets are listed there. Regards, Johan
Re: [rt-users] RT internals
Hi Tim, thank you for the reply, bigest problem that I have not been a perl programer, hope you don't mind me asking bit more clarifications I am using Oracle as my database and I could not make head or tail of the relations :) guess need to sit by this and real go through the DB 3. if I need to migrate to a new installation (with out upgrade) how would I go about this task (would it be as just to create the new instance and configure all the plugins as per the current and just do a backup and restore on the db) Yes. I've done that before. As long as you're not changing the software versions, just copying to a new system, it should be fine. Asanka = so this is not the way to do an upgrade? is it because there could be DB changes in the new release? Thanks and Best Regards From: Tim Cutts t...@sanger.ac.uk To: Asanka Gunasekera asanka_gunasek...@yahoo.co.uk Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tuesday, 11 September 2012, 2:11 Subject: Re: [rt-users] RT internals On 10/09/2012 12:20, Asanka Gunasekera wrote: Hi does any one can point me to some reference that will give me how RT works internally (Trouble shooting purposes) I need to know things like 1. where all this configurations are stored in RT (custom fields, actual Scripts, templates, Attachemnt etc) In the database. The schema isn't that complicated; although some of the configuration data is stored as data structures in blob columns, which can make it a bit tricky to unpick. 2. Does the RT keep all the modification that I do using root dash board (or any other) in the DB Yes. 3. if I need to migrate to a new installation (with out upgrade) how would I go about this task (would it be as just to create the new instance and configure all the plugins as per the current and just do a backup and restore on the db) Yes. I've done that before. As long as you're not changing the software versions, just copying to a new system, it should be fine. 4. What would be the consequences if I try to change webdomain (problem is our organization domain has changed since the commission of RT) That's just an RT_SiteConfig setting. I think you can comfortably change it. You might want to check that the RT and mail configuration is set to be happy with both domains, to catch any requests for the old name. 5. I have below problem Couldn't find Ticket for reminder 1656. Please contact administrator. though I have put this resolve reminder when the ticket resolved some times these messages keeps pooping up and I have to change the status manually from DB. I have tested this script and for me works perfectly. I tried to trace the ticket id by going through the DB from backebnd but I am unable to put tickets and reminders (how do I find the relations) Appreciate any help that you can provide It's much easier to follow these things, I find, by using the RT Perl API. It's usually quite easy to write small perl scripts to inspect particular parts of the database, and the API does the unpicking of the database schema so you don't have to. perldoc RT::Ticket and its friends will help you. 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. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
