Re: [rt-users] Mobile Interface modification
Well it isn't 'all deleted tickets' but it is all tickets. I wanted 'all open tickets', which seems like would be much more popular than all tickets. Thanks for the heads up I have made the changes I needed, and now I'm all rolling. On Thu, Apr 11, 2013 at 7:47 AM, Kevin Falcone wrote: > On Wed, Apr 10, 2013 at 09:33:51PM -0700, Miles Scruggs wrote: > > I really like the mobile interface. I would just like to change one > > thing though, and I'm not sure where to do it. I would like to have a > > link to see all open tickets. I don't have much use for all tickets, > > and would just like to modify the search behavior of that link. > > I wonder if All Tickets meant to be literally 'all deleted tickets' or > if that's a bug. > > Regardless, you can use the MassageMenus callback in > share/html/m/_elements/menu to remove All Tickets and replace it with > your own link. > > That's the cleanest and most upgrade-proof solution. > > -kevin > -- Cheers, Miles
[rt-users] dashboard adding links to dashboard items
I would like to add a column of links. For instance the "10 highest priority tickets I own" section I would like to add a "Resolve" link that will resolve the ticket. Just like the "Take" link takes the ticket from the "10 newest unowned tickets". Ideally I would like to make one column with a couple links separated by a / For instance two links tightly packed like: "Respond / Resolve" Any help accomplishing either of these would be awesome. Cheers Miles Scruggs mi...@digitalphotobox.net smime.p7s Description: S/MIME cryptographic signature
Re: [rt-users] Subjects in emails originating from RT
Ok just for anyone else looking for this. Here is what got what I wanted:
Subject: Re: {$Ticket->SubjectTag} {$Ticket->Subject}
stick that at the top of your template and it will add the "Re:" to your
subject as well keep everything as standard.
Cheers
Miles Scruggs
mi...@digitalphotobox.net
On Apr 14, 2013, at 11:37 AM, Ruslan Zakirov wrote:
> Subject: ... { $Ticket->SubjectTag } ...
>
>
> On Sat, Apr 13, 2013 at 8:30 PM, Miles Scruggs
> wrote:
> Just hypothetically say everyone isn't a competent programmer. Imagine with
> me, if you will.
>
> How would a person with that handicap go about using the subject tag method
> to put a Re: out in front of the subject.
>
> Sent from my iPhone
>
> On Apr 13, 2013, at 3:12 AM, Ruslan Zakirov wrote:
>
>> If you place tag yourself then rt wouldnt relocate it. In newer versions
>> ticket object has SubjectTag method. If your version is old then you can
>> grab code from repository - very simple code.
>> Ruslan from phone.
>>
>> 13.04.2013 3:13 пользователь "Miles Scruggs"
>> написал:
>> Anyone have any idea how this can be resolved?
>>
>>
>> On Thu, Apr 11, 2013 at 5:44 AM, Miles Scruggs
>> wrote:
>> Yes but what exactly do you change to get out front of the ticket number?
>>
>> Sent from my iPhone
>>
>> On Apr 11, 2013, at 2:06 AM, Ruslan Zakirov wrote:
>>
>>> Just change AutoReply and Resolved template.
>>>
>>>
>>> On Thu, Apr 11, 2013 at 7:11 AM, Miles Scruggs
>>> wrote:
>>> Right now I'm trying to tweak out one last thing in RT. Basically every
>>> email client/host has various parameters for determining if/how to thread
>>> emails, so I'm fighting a spread out battle. What I'm up against now is
>>> ensuring a "Re:" is put on the ***front of every subject sent out of RT
>>> unless it is an original email to that contact. The two key places this
>>> seems to be currently missing is the Auto Replies and resolving tickets.
>>>
>>> Any idea how I can get that little element cleaned up.
>>>
>>> Cheers
>>>
>>> Miles Scruggs
>>> mi...@digitalphotobox.net
>>>
>>>
>>>
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>
>>
>>
>> --
>> Cheers,
>>
>> Miles
>
>
>
> --
> Best regards, Ruslan.
smime.p7s
Description: S/MIME cryptographic signature
[rt-users] Cloning a transaction into another ticket
Hello, Often a person or a group of people have several open tickets for different things and from time to time they will reply to an incorrect one. I'd like to have the option either to move or to copy such misdirected correspondence into the right ticket. Moving seems like a bad idea, because it could break a lot of internal references, not to mention it's simply not possible within RT. So I feel like I'm only left with the option to copy a transaction into a specified ticket and that's fine. While copying a transaction is relatively easy through RT::Record->_NewTransaction, I have a problem with cloning attachments. It looks like the RT code expects a complete MIME object that it could split on its own into attachment records, but all I can get will already be broken down to RT::Attachment objects. Is there a way to approach this? Maciek
[rt-users] Control Update on ticket
Good afternoon, I am writing a custom scrip that handles a workflow for a ticket. It has a custom field Approval. I want to create a ticket with this field having no value in Queue A. I want the Manager of Queue A to come in and Correspond (update) the ticket with a message & change the custom field to Approved or Rejected. Then I want to be able to create a correspondance on the ticket with the value of the the field Approval prepended to whatever update the user type. I then want to reset the approval field back to (no value) and move it to Queue B. My questions are: 1.) The custom field is present when I create a ticket, but I want this to be edited by the person updating the ticket. How can I get this so it is shown & updatable by the person approving the ticket? 2.) How do intercept the message typed in by the user to prepend to the text message? It looks like I can use the $ticket->Correspond() method to set a correspondance and maybe the $transaction->Message() method to return an Attachment object but I do not see how I can grab the text part of the message and pre-pend either "Approved - " or "Rejected - " to the front of it. (or maybe I am waaay of the path here...) Is there an easier way? My other consideration is that I just create an additional correspondance entry with just the word Approved or Rejected, but I would rather not have users have one message with the approval & another with the reasoning. There are several other queues A,B,C,D etc that the ticket would move through and needed approvals through every step. Thanks for your help. -- Kevin
Re: [rt-users] Possible bug in fulltext search with mysql and sphinx
Hello, > Looking in the RT log I found this error: > "ERROR 1430: There was a problem processing the query on the foreign > data source. > Data source error: INTERNAL ERROR: 1st column must be bigint to accept 64-bit DOCID" The problem I think is not so much in RT as it is in Sphinx. When building Sphinx binary, you can choose how long the document identifiers should be - they can be either 32-bit or 64-bit if --enable-id64 was specified. Depending on this setting Sphinx simply wants either 4 or 8 byte integers on input to match the internal type. It simply lacks some flexibility to accept shorter types. You can maintain compatibility with the original RT database by re-building Sphinx without --enable-id64. Maciek
Re: [rt-users] Possible bug in fulltext search with mysql and sphinx
Hi, It's good that you've figured out problem yourself. Your description is complete enough to file a bug report, so it doesn't disappear in the mailing list. Will you file a bug report? On Mon, Apr 15, 2013 at 2:02 PM, Guadagnino Cristiano < guadagnino.cristi...@creval.it> wrote: > Hi all, > I am running RT 4.0.10 oh a CentOS server (64bit). > I have set up full text search with mysql and sphinx 2.0.7. > > I was able to search using the "search" tool from sphinx, but whenever I > tried a search in RT I got 0 results. > > Looking in the RT log I found this error: > > "ERROR 1430: There was a problem processing the query on the foreign data > source. > Data source error: INTERNAL ERROR: 1st column must be bigint to accept > 64-bit DOCID" > > > After a lot of research, I dropped and recreated the AttachmentsIndex > table, changing the *Id* field from *int(10)* to *bigint*. > Now search in RT works correctly. > > Hope this helps. > Bye > Cristiano > -- > *Cristiano Guadagnino* > Servizio Data Administration > Bankadati S.I. > Gruppo Credito Valtellinese > Tel. +39-0342-522172 > -- Best regards, Ruslan.
Re: [rt-users] Using RT library from outside
On Mon, Apr 15, 2013 at 2:23 PM, Jean-Christophe Boggio < rt-us...@thefreecat.org> wrote: > Hi all, > > I am developping a dedicated interface for RT for a few years, accessing > the DB directly (postgresql only). > > I am now rewriting the application completely because we are switching to > an "assetized" version of RT (AssetTracker module). > > For many obvious reasons, I'd now like to do all DB writes via RT's > library. > > I'm developping in embedded perl (Embperl). > > I have a few questions : > > 1) Is it possible to use RT::* from "outside" ? Is there a documentation > somewhere with guidelines (like dealing with sessions) or some examples ? > > 2) Is it possible to use the plugins library (explicitly AT's functions) > the same way ? > > Thanks for your help, As far as I know Embperl is an alternative to HTML::Mason that RT itself uses, so these projects allow you to embed perl code into HTML, XML, txt or whatever you generate. RT::* API is UI agnostic part that doesn't care about caller. It's used from mason and command line scripts. > -- > Jean-Christophe Boggio > > -- Best regards, Ruslan.
Re: [rt-users] Shredder - remove class - name of argument
On Mon, Apr 15, 2013 at 3:20 PM, Alexander Kucheryuk < alex.kucher...@eltoma-offshore.com> wrote: > Hi! > I am using shredder - objects plugin to remove a class (the one that is > assigned to article). What is the name of the argument for that ? I have > tried "class" and "classes" but it didn't work. > RT::Class -- Best regards, Ruslan.
Re: [rt-users] Redirect when no access / no rights?
Hi, There is no suitable callbacks for this. You can search for Abort in Ticket/Display.html and place a callback yourself just before abort calls. Other way is to wrap Abort check caller with perl's caller function (perldoc -f caller) and do redirect when it's Ticket/Display.html. To do redirect take a look at MaybeRedirectForResults calls. I like what you want to do and I think Display.html can be refactored to make it much easier to implement "redirect to different place if user has no rights to see ticket after changes", so good patches are welcome. On Fri, Apr 12, 2013 at 5:05 PM, Patrick G. Stoesser wrote: > Hello, > > as described in <514c70f2.1040...@pgs-info.de>**, I run two queues, > Level1 and Level2. My Level2 users now have a custom > status "returned". When chosing this status for a ticket, the ticket > will change the queue to Level1, will be set to unowned and escalations > will be reset to the beginning. This whole thing works fine. > > The only thing: As soon as the tickets' level is set to "returned" and so > the queue has changed, the user gets an error site: "No permission to view > ticket" > > Which is correct, because the ticket has left his queue. > > Is it possible to redirect the user to his RT at a glance site in this > case? Yes, it's jaust a click, but a displayed error may be disturbing for > the user, especially when he did nothing wrong. > > Thanks in advence, Patrick > -- Best regards, Ruslan.
Re: [rt-users] Problem setting up RT database
Thanks Kevin, I can't click on that link when it pops up (although since I was using a terminal I didn't realize it was a link to begin with), and using make initialize-database tells me it can't connect, access denied for user root. Is there anything else I'm missing? Thanks! On Fri, Apr 12, 2013 at 6:47 PM, Kevin Falcone wrote: > On Fri, Apr 12, 2013 at 02:42:30PM -0400, Jessica Reuter wrote: > >I'm trying to install RT on Linux, and I got all the dependencies to > work, used make install > >to install RT, and changed RT_SiteConfig.pm. But, I can't get the web > server set up properly. > >When I try to set it up by running /opt/rt4/sbin/rt-server, I'm told > that "RT couldn't connect > >to the database where tickets are stored" and "Connect failed access > denied for user > >'rt_user'@''localhost' using password YES". > > > >Then, the program hangs, and I have control-C out of it. > > > >I changed my root user name and password in RT_SiteConfig.pm and > checked my permissions, but I > >can't figure out what's going on. If anyone could help me out, I'd > appreciate it. > > You appear to have skipped over the rest of that message: > > RT couldn't connect to the database where tickets are stored. > If this is a new installation of RT, you should visit the URL below > to configure RT and initialize your database. > > Look at the end of it, you'll see something like: > > HTTP::Server::PSGI: Accepting connections at http://0:8084/ > > which you can click on. > > Of course, the easier way to get your database set up is simply to > follow the manual portion of 6a in the readme and type > make initialize-database to set up your database. > > -kevin >
[rt-users] Shredder - remove class - name of argument
Hi! I am using shredder - objects plugin to remove a class (the one that is assigned to article). What is the name of the argument for that ? I have tried "class" and "classes" but it didn't work.
Re: [rt-users] Using RT library from outside
On 04/15/2013 06:23 PM, Jean-Christophe Boggio wrote: > > 1) Is it possible to use RT::* from "outside" ? Is there a > documentation somewhere with guidelines (like dealing with sessions) > or some examples ? It certainly is, you just load them in a script. I've now written scripts to do things like scan users out of an SQL database and feed them into RT for import (kind of like RT::LDAPImport for SQL, but custom for our environment) among other things. Here's the prologue I use to get things set up: use 5.10.1; use strict; use warnings; # Customise to fit your environment use lib qw(/opt/rt4/lib /usr/share/request-tracker4/lib /usr/local/share/request-tracker4/lib); use RT; use RT::Interface::CLI qw( CleanEnv ); use DBI; use Text::CSV; say "Setting up rt..."; CleanEnv(); RT::LoadConfig( ); RT::Init( ); I'm not at all certain that CleanEnv() is necessary; I started off with an RT CLI script and never got around to tidying it properly. This is probably far from the perfect way to do the job. You can use RT::SystemUser when you need a privileged user, or you can use RT::Interface::CLI::GetCurrentUser to find a user with `gecos` field matching the current unix user name. > 2) Is it possible to use the plugins library (explicitly AT's > functions) the same way ? I've used my own plugin code from scripts with a simple 'use RT::Extension::SMSNotify' or whatever, but those have been designed not to make assumptions about the calling context. Whether you can use a plugin would depend on how the code expects to be called; you can't just invoke a Mason callback as simple Perl code, for example. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services
[rt-users] Using RT library from outside
Hi all, I am developping a dedicated interface for RT for a few years, accessing the DB directly (postgresql only). I am now rewriting the application completely because we are switching to an "assetized" version of RT (AssetTracker module). For many obvious reasons, I'd now like to do all DB writes via RT's library. I'm developping in embedded perl (Embperl). I have a few questions : 1) Is it possible to use RT::* from "outside" ? Is there a documentation somewhere with guidelines (like dealing with sessions) or some examples ? 2) Is it possible to use the plugins library (explicitly AT's functions) the same way ? Thanks for your help, -- Jean-Christophe Boggio
[rt-users] Possible bug in fulltext search with mysql and sphinx
Hi all, I am running RT 4.0.10 oh a CentOS server (64bit). I have set up full text search with mysql and sphinx 2.0.7. I was able to search using the "search" tool from sphinx, but whenever I tried a search in RT I got 0 results. Looking in the RT log I found this error: "ERROR 1430: There was a problem processing the query on the foreign data source. Data source error: INTERNAL ERROR: 1st column must be bigint to accept 64-bit DOCID" After a lot of research, I dropped and recreated the AttachmentsIndex table, changing the Id field from int(10) to bigint. Now search in RT works correctly. Hope this helps. Bye Cristiano -- Cristiano Guadagnino Servizio Data Administration Bankadati S.I. Gruppo Credito Valtellinese Tel. +39-0342-522172
