Re: [rt-users] RT ticket stuck in on_hold status
On 17 Oct 2012, at 21:45, Tue Minh minhtu...@yahoo.com wrote: could you please help me with some guildance on what the issue may possibly be? (screenshot attached) on_hold isn't a standard status, so presumably this has been added by modifying the Lifecycle configuration. It sounds like the Lifecycle hasn't been set up quite correctly. In particular, look at the 'transitions' section of the Lifecycle definition, which tells RT which transitions are allowed. I suspect that you didn't put a transitions entry in place for your on_hold status. 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
Re: [rt-users] time worked etc display in hours by default?
Thanks Ken, Did you also find that only the one field ever shows in days/weeks, and all the other time fields show in minutes on the search results page too? Might just look at changing the search results page to display in hours, but the above problem would still be a concern. Thanks, Alex From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 18 October 2012 03:11 To: RT User List Subject: Re: [rt-users] time worked etc display in hours by default? Alex, I had a customer that wanted all time recorded in man days. An entry of 1 would = 1 day (8 hours) and an entry of 1.5 would = 12 hours or 1.5 days. To get this to happen for all search results and displays, I had to change the Database to define all the time fields to have 3 decimal postions to the right of the whole number (i.e. 999.999) where 1.125 would be the same as 1 day and 1 hour or 9 hours. Then, I changed all the html to remove the drop-down for hours, etc. and replace it with a literal of TIme is in days, where .125 = 1 hour. So the users would know that their entries were for days with decimal positions for hours. That display had to be changed in all entry and update displays for the time fields. I'm not sure if you want to go to that extent. It is my understanding that RT has a drop-down for entry, but all time is stored in minutes, which was why I had to modify the Database. Hope this helps. Kenn On Wed, Oct 17, 2012 at 3:21 AM, Alex Young alexyo...@housingpartners.co.uk wrote: Seems displaying the Time Worked field and Time Estimated field on the search results always displays it in minutes in 4.0.5. Does anyone else see this behaviour or is it something wrong with our local RT install? Time Left works correctly, showing hours/weeks etc. Also, is it possible to just display in hours, rather than weeks? As a week to us is 5 days, 9am-5pm the weeks aren't really relevant. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Young Sent: 16 October 2012 16:49 To: rt-users@lists.bestpractical.com Subject: [rt-users] time worked etc display in hours by default? Is it possible to set all times to display in hours, rather than minutes? We have some tickets with thousands of minutes each, and it would be much more useful to see search results as hours. Any idea if it's possible in RT 4.0.5? A search hasn't turned up anything useful. Thanks. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs 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] Serious problem with mime/html format email containing attachments
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Thomas Sibley Sent: Tuesday, October 16, 2012 8:30 PM On 10/16/2012 09:37 AM, Payam Poursaied wrote: We have a serious problem with rt 3.8.8. I have created and HTML template for auto reply as you could see below. When I send HTML email, I got the autoreply in a good way, i.e. I got an HTML email as same as what I sent to RT. But if there is any attachment, I will get plain text email! I believe, but am not certain, that this is related to the multipart/related MIME type in your 2-request-with-attach.eml and is fixed in the 4.0 series of RT. You could spin up a 4.0 test instance somewhere to try it out. Hi Thomas I tried 4.0.7 a few minutes ago. Unfortunately the result is as same as 3.8.8 Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
[rt-users] Change text in tickts using database
Hi, I have to change some test inside the tickets directly on database. I don´t find where are the comments, or the emails body that we send to rt or create trought web. Could you tell me what table and what comun have this data?? Thanks. -- Un saludo. Juanjo Corral 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] Change text in tickts using database
On 18/10/2012 15:58, Juanjo wrote: Hi, I have to change some test inside the tickets directly on database. I don´t find where are the comments, or the emails body that we send to rt or create trought web. Could you tell me what table and what comun have this data?? It's in the Content field in the Attachments table. This is keyed to the Transactions table via TransactionId, and the Transactions table in turn is keyed to the Tickets table via ObjectId. Note that the Content field in Attachments has a LONGBLOB data type, and will also contain binary data where relevant (eg, an image attachment). So be careful when editing it, as you can easily create problems for yourself! The table has a ContentType field which will tell you what kind of data is inside Content. (Disclaimer: the above relates to RT v 3. It may be different for other versions). Mark -- Sent from my Turing-Flowers Colossus http://mark.goodge.co.uk 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] Change text in tickts using database
On 18 Oct 2012, at 15:58, Juanjo juanji...@gmail.com wrote: Hi, I have to change some test inside the tickets directly on database. I don´t find where are the comments, or the emails body that we send to rt or create trought web. Could you tell me what table and what comun have this data?? The Attachments table contains most of it. Each ticket in the Tickets table has one or more transactions in the Transactions table, and each transaction can have zero or more attachments in the Attachments table, depending on the kind of transaction. 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
[rt-users] filename is untitled instead of the real name
Hi All, Some of our users who use Outlook reported that if they forward a mail into RT the attached files' names disappear. I attached a sample mail source (unrelevant lines are removed). Is it simply a bug they found or a known bug or settings problem of our RT, or ... ? Thanks, -- Bekeny Balint Docca OurSource IT Ltd. mail3.src Description: WAIS Source 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] Command by Mail CC and AddCC for new users
On 17/10/12 00:35, Kevin Falcone wrote: On Mon, Oct 08, 2012 at 11:51:30AM +1100, Tom Robinson wrote: It looks as if the Command by Mail commands CC: and AddCC: can only be used for existing users. Is this configurable so that non-existing users may be added automatically using the command by mail commands? It isn't configurable, but it would certainly be possible to patch it so that if the user isn't found, it just calls AddWatcher with the Email argument instead of the PrincipalId argument. Thanks Kevin. With my limited experience with RT, are you implying I write some sort of scrip or actually patch the code somehow? Where would I begin with that sort of customisation? -- Tom Robinson System Administrator MoTeC Pty Ltd 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robin...@motec.com.au signature.asc Description: OpenPGP digital signature Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
