Re: [rt-users] How can I get the value from a custom field from the command line
Hello, I have found that you can set the custom field value for a ticket with the following command: rt edit -t ticket [ID] set CF-[ID]='value' Where the first ID is the ticket number and second ID is the number of the custom field. However you cannot use the same syntax to retrieve the value, like: rt show -t ticket -f CF-[ID] [ID] Where the first ID is the number of the custom field and the second ID is the ticket number. However, it does work when you use the custom field name instead of the ID, like: rt show -t ticket -f CF-[Name] [ID] Is this a bug? -- Met vriendelijke groet / Best regards, Hans Vos System Administrator E h@drecomm.nl T 050-577 5822 Vestiging Groningen Hoendiep 208 T +31 (0)50 577 58 22 Bekijk onze actuele projecten 9745 ED Groningen F +31 (0)50 577 58 23 www.drecomm.nl Op 12-9-2012 22:30, Hans Vos schreef: Hello, I am trying to get the value of a custom field from a specified user. I can get the normal details with the command "rt show user/22". But I would like to retrieve the current value (or lack thereof) of a custom field that I created (simple text field). How can I do this? If this is not possible using the API is there perhaps another way? I tried getting directly from the database. The only problem is that when you remove the value the latest value is still present in the ' ObjectCustomFieldValues' table. I currently have a query that gets the latest value from this table. -- Kind regards, Hans Vos Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] capture status change to apply custom filed status
Hi, how can I capture the action of opening (not the open status) a new ticket to apply a custom filed value to Work in progress Thanks and regards Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Add a column to the default queue ticket listing
Hi, On RT at a glance there is the Quick search pane, which lists the queues with number of open, new and stalled tickets. Clicking on one of those numbers shows the list of tickets in the ques with that status. In that listing I would like to add a column globally. Of course I can edit that search, but I can only store it as a new search. Is there a way to update those searches? Many thanks Felix Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Custom fields empty
On Mon, Sep 10, 2012 at 11:34:31AM +0200, Mayk Backus wrote: 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... Have you reached out to i-doit? Unfortunately, the extension was developed by i-doit so I'm not sure who actually has the source code to triage the problem. The usual questions about 'logging on debug, what do you see' apply -kevin pgpyYgU4Lljth.pgp Description: PGP signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] ExternalAuth LDAP authenticating more than 1 group
On Mon, Sep 10, 2012 at 11:06:55AM -0400, Mike Johnson wrote: 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? Unless you can come up with an ldap searches that match both group memberships, the solution you describe is the easiest. Some people use perl variables to share config options across multiple configs, but that can sometimes just obfuscate things. -kevin pgpDV2GLIChra.pgp Description: PGP signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Scrips being executed twice for a simple CF update
On Mon, Sep 10, 2012 at 04:57:33PM -0400, Jeff Blaine wrote: 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. 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: I suspect you're running into the processing order of updates on the Basics page. You can try making the Scrip TransactionBatch and see if that resolves it. Keep in mind that TransactionCreate scrips don't see all the updates done on that page at once, it sees them piecemeal. -kevin 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 pgp3tUbSPSP9V.pgp Description: PGP signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Notify user from scrip about missing field
Hi. Is there any way to notify user from scrip about missing fields? I'm looking for something similar to RT's behaviour if mandatory field's value is missing (RT reports an error and doesn't accept transaction) but to be triggered from scrip. Thanks in avance. -- Jack Zabolotnyi Arces Network, LLC e: jzabolot...@arces.net w: http://www.arces.net PGP key: 2048R/7F2AB658 2012-07-02 PGP fingerprint: 4C7E 00A8 5210 F3D9 0509 C70E 87C8 666E 7F2A B658 Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Using non-standard status only
On Wed, Sep 12, 2012 at 09:53:23PM -0700, Kenneth Crocker wrote:
Although you could change those status values, why? If a ticket is
invoiced or whatever, it is
still open. Why not create a Custom Field that shows what its state
within the open status,
ie. invoiced, check pending and a ton of others. This CF could also be
used in queries,
dashboards, etc. You can write scrips using them. There really is no need
to change those
values when a Custom Field could be used. I mean you can, but if you
change the configured
values, you might run the risk of having to change other things as well.
The Custom Fields
allow you to make changes within the vanilla design.
Kenn - with RT4 and the introduction of Lifecycles, changing the vanilla
status configuration is much much easier than it was in 3.8. We make use of
several Lifecycle configurations that do not use open/stalled/resolved
within BestPractical and we find them tremendously useful.
You can read more about Lifecycles at:
http://bestpractical.com/rt/docs/latest/RT_Config.html#Lifecycles
-kevin
On Wed, Sep 12, 2012 at 12:57 AM, Maciej Dobrzanski
[1]reg.bestpracti...@posterus.com wrote:
Hello,
I want to use custom lifecycles for various queues. The thing I've been
wondering about is about some of the standard statuses such as 'new' or
'open'. They are referred to in a few other places besides just tickets:
defaults = {
on_create = 'new',
on_merge = 'resolved',
approved = 'open',
denied = 'rejected',
reminder_on_open = 'open',
reminder_on_resolve = 'resolved',
},
So my question is: Does it matter at all what statuses reminders use
other
than transition between the two should be allowed? For example in a
billing
queue I could have 'invoiced', 'overdue', 'disputed', 'paid' and
'cancelled', so would it break anything if I just set reminders to use
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Re: [rt-users] How can I get the value from a custom field from the command line
On 09/14/2012 12:03 AM, Hans Vos | Drecomm wrote:
I have found that you can set the custom field value for a ticket with
the following command:
rt edit -t ticket [ID] set CF-[ID]='value'
Where the first ID is the ticket number and second ID is the number of
the custom field.
You can use the CF Name instead of ID just fine above. If it contains
any special characters, you'll need to use CF.{Name Here} syntax, and of
course quote it properly for your shell.
Names are preferred to IDs in almost all cases of user interaction.
However you cannot use the same syntax to retrieve the value, like:
rt show -t ticket -f CF-[ID] [ID]
You're not expected to know CF numeric IDs, so no, this doesn't work.
However, it does work when you use the custom field name instead of the
ID, like:
rt show -t ticket -f CF-[Name] [ID]
Is this a bug?
No.
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Re: [rt-users] Add incremental time worked in a scrip
On Thu, Sep 13, 2012 at 07:24:38AM +0200, Robert Wysocki wrote: Dnia 2012-09-11, wto o godzinie 17:51 +0200, Maciej Dobrzanski pisze: Gary, ➢ I bet this is really easy, but I'm stumped. The wiki didn't help me either. If you want to associate times with comments, you need to make sure they are stored inside the corresponding transactions. However transaction objects are immutable, so you probably can't modify them from Scrips. I think you will need to intercept a callback in ticket update and update ticket parameters (UpdateTimeWorked) before they enter the RT core. I think TransactionBatch scrips are meant to do that. TransactionBatch scrips just run after all the transactions in an update are done, they don't have to do with changing transactions. Also, the TransactionBatch scrip would require you to iterate through all the related transactions to find the right one to update, while the On Correspond scrip living in TransactionCreate would get the right transaction automatically. As noted by Maciej - far and away the easiest thing is to use a callback or some JS to insert a default into the UpdateTimeWorked on Update.html. You can do it from a Scrip, but you have to use a hammer to update the Transactions. -kevin pgpNj5zvhfBdb.pgp Description: PGP signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Any way to disable cross-site request forgery ?
Hi, We have a RT 4.0.7 instance setup that can be accessed by 2 different urls. With one url we get this message: RT has detected a possible cross-site request forgery for this request, because the Referrer header supplied by your browser (prodrt.rcs.fas.harvard.edu:443) is not allowed by RT's configured hostname (prodrt.fas.harvard.edu:443). This is possibly caused by a malicious attacker trying to perform actions against RT on your behalf. If you did not initiate this request, then you should alert your security team. The other url path we don't. This is annoying to some of the people using RT. Is there any way to disabled these warnings ? This didn't exist in an earlier version of RT we were running (v3.8.8). Thanks, Mike Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Any way to disable cross-site request forgery ?
On 09/14/2012 12:37 PM, Ethier, Michael wrote: Is there any way to disabled these warnings ? This didn’t exist in an earlier version of RT we were running (v3.8.8). http://bestpractical.com/rt/docs/4.0/RT_Config.html#ReferrerWhitelist Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] How to have RT send email as a group (not individually) ?
Hello, We would like RT to send email such that all the requestors and cc's are included on one email. Right now it appears RT sends and email to each individual separately, consequently people don't know If others received RT's email. Is there a way to configure RT such that everyone involved in a ticket is included in 1 email ? Thanks, Mike Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
