Re: [rt-users] Have filtered select custom field options
I just tried this, it works! Thanks for your apply again.
This may be helpful for others, just share it:
I got two custom fields named as Customer and Contact. In Contact config
file, I set it basedon value to Customer( custom field id) via
SetBasedOn($id), then when I populate Contact values from External, I
returned Customer value as category to it.
push @res, {
name = $element-{'cont_name'},
description = $element-{'cont_email'},
sortorder= $i++,
category = $element-{'bcs_cust_Name'},
};
After completed this, just restart RT. Now you can check out the filter in
Contact field based on Customer. Hope this would be help.
On Tue, May 21, 2013 at 9:11 PM, Ruslan Zakirov-2 [via RequestTracker]
ml-node+s8502n53941...@n7.nabble.com wrote:
On Tue, May 21, 2013 at 5:01 PM, Vodar [hidden
email]http://user/SendEmail.jtp?type=nodenode=53941i=0
wrote:
Thanks for your suggestion, Ruslan. Really helpful.
Another question here, would this work between two Custom Fields which
are both using ExternalValues? Can I use another Custom Field's value in
ExternalValues config file?
Should in theory, but I havn't checked.
On Tue, May 21, 2013 at 5:57 PM, Ruslan Zakirov [via RequestTracker] [hidden
email] http://user/SendEmail.jtp?type=nodenode=53940i=0 wrote:
Use based on and categories to select when to show value. Should work in
3.8 and 4.
Ruslan from phone.
20.03.2009 6:16 пользователь Aaron Guise [hidden
email]http://user/SendEmail.jtp?type=nodenode=53935i=0
написал:
Hi All,
I just wonder as I have a suggestion from our management whether it is
possible to have a custom field which is filtered by aselection made in an
earlier select box.
For example say: I have one CF which is for Business Area and based on
the selection made here a second list will need to have values filtered and
specific to the specific business area.
Would such a thing be at all possible?
*Regards,*
**
*Aaron Guise
027 212 6638
*
*[hidden email] http://user/SendEmail.jtp?type=nodenode=53935i=1
*
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [hidden
email]http://user/SendEmail.jtp?type=nodenode=53935i=2
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
--
If you reply to this email, your message will be added to the
discussion below:
http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53935.html
To unsubscribe from Have filtered select custom field options, click
here.
NAMLhttp://requesttracker.8502.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewerid=instant_html%21nabble%3Aemail.namlbase=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespacebreadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml
--
*Br*
*Vodar*
*It's not where you start -- it's where you finish that count.*
--
View this message in context: Re: Have filtered select custom field
optionshttp://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53940.html
Sent from the Request Tracker - User mailing list
archivehttp://requesttracker.8502.n7.nabble.com/Request-Tracker-User-f3.htmlat
Nabble.com.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
--
Best regards, Ruslan.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
--
If you reply to this email, your message will be added to the discussion
below:
http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53941.html
To unsubscribe from Have filtered select custom field options, click
herehttp://requesttracker.8502.n7.nabble.com/template/NamlServlet.jtp?macro=unsubscribe_by_codenode=37371code=Y2hyaWxkZUBnbWFpbC5jb218MzczNzF8LTIwNzU3NzkxNDI=
.
NAMLhttp://requesttracker.8502.n7.nabble.com/template/NamlServlet.jtp?macro=macro_viewerid=instant_html%21nabble%3Aemail.namlbase=nabble.naml.namespaces.BasicNamespace-nabble.view.web.template.NabbleNamespace-nabble.view.web.template.NodeNamespacebreadcrumbs=notify_subscribers%21nabble%3Aemail.naml-instant_emails%21nabble%3Aemail.naml-send_instant_email%21nabble%3Aemail.naml
--
*Br*
*Vodar*
*It's not where you start -- it's where you finish that count.*
--
View this message in context:
http://requesttracker.8502.n7.nabble.com/Have-filtered-select-custom-field-options-tp37371p53954.html
Sent from the Request Tracker - User
Re: [rt-users] How to get Custom Field's description which setted by ExternalValues subroutine
Sorry for being annoying. Does anyone have any idea on this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-get-Custom-Field-s-description-which-setted-by-ExternalValues-subroutine-tp53939p53955.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] need SLA tutorials/guide for first time setup
Hi, Can some one point me to newbie SLA setup like example config. If I need to setup any CF and need to run like rt-crontool etc. Thanks in advance Arun -- www.opensourcer.net -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] need SLA tutorials/guide for first time setup
Hi, Are you talking about SLA extension? If not then take a look. On Wed, May 22, 2013 at 2:39 PM, Arun ragini arunrag...@gmail.com wrote: Hi, Can some one point me to newbie SLA setup like example config. If I need to setup any CF and need to run like rt-crontool etc. Thanks in advance Arun -- www.opensourcer.net -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] How to get Custom Field's description which setted by ExternalValues subroutine
Hi, This is description of a value that is not stored along with value on the ticket or other object value is set on. The only way is to get list of values, find one that was set on the object and get description. External Custom Field Values are very sensitive to methods called on collection or record, so you have to be careful. On Wed, May 22, 2013 at 1:02 PM, Vodar chri...@gmail.com wrote: Sorry for being annoying. Does anyone have any idea on this? -- View this message in context: http://requesttracker.8502.n7.nabble.com/How-to-get-Custom-Field-s-description-which-setted-by-ExternalValues-subroutine-tp53939p53955.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] need SLA tutorials/guide for first time setup
yes I'm talking about SLA extension,
I have gone through
https://github.com/bestpractical/rt-extension-sla/blob/master/README
after I create ticket and and own the ticket I don't get to see the Due
date/time etc.
My SLA config as follows
%RT::ServiceAgreements = (
Default = '4h',
QueueDefault = {
'General' = '4h',
'Clients' = '1d',
},
Levels = {
'4h' = {
Resolve = { RealMinutes = 60*4 },
Response = { RealMinutes = 60*1 },
},
'2h' = {
Response = { RealMinutes = 60*2 },
Resolve = { RealMinutes = 60 },
},
'1d' = {
Response = { RealMinutes = 60*1 },
Resolve = { RealMinutes = 60*24 },
},
},
);
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] need SLA tutorials/guide for first time setup
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?
On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunrag...@gmail.com wrote:
yes I'm talking about SLA extension,
I have gone through
https://github.com/bestpractical/rt-extension-sla/blob/master/README
after I create ticket and and own the ticket I don't get to see the Due
date/time etc.
My SLA config as follows
%RT::ServiceAgreements = (
Default = '4h',
QueueDefault = {
'General' = '4h',
'Clients' = '1d',
},
Levels = {
'4h' = {
Resolve = { RealMinutes = 60*4 },
Response = { RealMinutes = 60*1 },
},
'2h' = {
Response = { RealMinutes = 60*2 },
Resolve = { RealMinutes = 60 },
},
'1d' = {
Response = { RealMinutes = 60*1 },
Resolve = { RealMinutes = 60*24 },
},
},
);
--
Best regards, Ruslan.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] need SLA tutorials/guide for first time setup
I don't see SLA while creating tickets and I don't see them after creating
tickets.
I'm kind of confused I hoping to find some tutorial on how to configure SLA
for RT
On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov r...@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?
On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunrag...@gmail.com wrote:
yes I'm talking about SLA extension,
I have gone through
https://github.com/bestpractical/rt-extension-sla/blob/master/README
after I create ticket and and own the ticket I don't get to see the Due
date/time etc.
My SLA config as follows
%RT::ServiceAgreements = (
Default = '4h',
QueueDefault = {
'General' = '4h',
'Clients' = '1d',
},
Levels = {
'4h' = {
Resolve = { RealMinutes = 60*4 },
Response = { RealMinutes = 60*1 },
},
'2h' = {
Response = { RealMinutes = 60*2 },
Resolve = { RealMinutes = 60 },
},
'1d' = {
Response = { RealMinutes = 60*1 },
Resolve = { RealMinutes = 60*24 },
},
},
);
--
Best regards, Ruslan.
--
www.opensourcer.net
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] need SLA tutorials/guide for first time setup
If you don't see SLA custom field in RT (go to Tools - Configuration -
Custom Fields - Select) then you didn't follow installation instructions
properly and just has config and code that is not executed as it's not
registered in the DB.
On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunrag...@gmail.com wrote:
I don't see SLA while creating tickets and I don't see them after creating
tickets.
I'm kind of confused I hoping to find some tutorial on how to configure
SLA for RT
On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov r...@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?
On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunrag...@gmail.comwrote:
yes I'm talking about SLA extension,
I have gone through
https://github.com/bestpractical/rt-extension-sla/blob/master/README
after I create ticket and and own the ticket I don't get to see the Due
date/time etc.
My SLA config as follows
%RT::ServiceAgreements = (
Default = '4h',
QueueDefault = {
'General' = '4h',
'Clients' = '1d',
},
Levels = {
'4h' = {
Resolve = { RealMinutes = 60*4 },
Response = { RealMinutes = 60*1 },
},
'2h' = {
Response = { RealMinutes = 60*2 },
Resolve = { RealMinutes = 60 },
},
'1d' = {
Response = { RealMinutes = 60*1 },
Resolve = { RealMinutes = 60*24 },
},
},
);
--
Best regards, Ruslan.
--
www.opensourcer.net
--
Best regards, Ruslan.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] RES: Generate end of the day report and email
Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) Thank you and Best Regards From: Diaulas Castro diaulas.cas...@intersolution.inf.br To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email Made this bash script to accomplish using RT CLI. Just customize “From:”, To:” and “Status” search in rt ls command and schedule on crontab. This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) If you want to color the rows use this before sendmail command: sed -i -e '/Nobody/s/D2EAF1/CC/g' $MAIL sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g' $MAIL This will change all tickets by nobody to gray and Diaulas.castro to light blue PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( export RTORDERBY=owner MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo From: MY_TICKET@MY_DOMAIN.COM $MAIL echo To: direct...@mydomain.com $MAIL echo MIME-Version: 1.0 $MAIL echo 'Content-type: text/html; charset=iso-8859-1' $MAIL echo boundary=`date +%s`/rt.MY.DOMAIN.COM $MAIL echo Subject: All open Tickets:$(date +%d/%m/%y) $MAIL echo $MAIL echo html $MAIL echo HEAD $MAIL echo /HEAD $MAIL echo BODY $MAIL echo span style=\'font-size:11.0pt;font-family:Calibri,sans-serif;color:#1F497D\' $MAIL echo table $MAIL /usr/bin/rt ls Status != resolved AND Status != report AND Status != plantao AND Status != stalled -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 /tmp/rel.tmp while read line ; do echo span style='color:#00'TRTD style='background:#D2EAF1;padding:0cm 5.4pt 0cm 5.4pt'$line/TD/TR/span | sed s/ /TD style='background:#D2EAF1'/g done /tmp/rel.tmp $MAIL echo /table $MAIL echo /BODY $MAIL echo /html $MAIL /usr/sbin/sendmail -t $MAIL De:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users@lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] need SLA tutorials/guide for first time setup
Hi,
I have installed SLA extention using perl -MCPAN -e 'install
RT::Extension::SLA;'
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)
now coming to Tools-Configuration-Custom Fields-Select I don't see
custom Fields SLA/or related to it.
and I really appreciate for help me
Thanks
Arun
On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov r...@bestpractical.comwrote:
If you don't see SLA custom field in RT (go to Tools - Configuration -
Custom Fields - Select) then you didn't follow installation instructions
properly and just has config and code that is not executed as it's not
registered in the DB.
On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunrag...@gmail.com wrote:
I don't see SLA while creating tickets and I don't see them after
creating tickets.
I'm kind of confused I hoping to find some tutorial on how to configure
SLA for RT
On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov
r...@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?
On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunrag...@gmail.comwrote:
yes I'm talking about SLA extension,
I have gone through
https://github.com/bestpractical/rt-extension-sla/blob/master/README
after I create ticket and and own the ticket I don't get to see the Due
date/time etc.
My SLA config as follows
%RT::ServiceAgreements = (
Default = '4h',
QueueDefault = {
'General' = '4h',
'Clients' = '1d',
},
Levels = {
'4h' = {
Resolve = { RealMinutes = 60*4 },
Response = { RealMinutes = 60*1 },
},
'2h' = {
Response = { RealMinutes = 60*2 },
Resolve = { RealMinutes = 60 },
},
'1d' = {
Response = { RealMinutes = 60*1 },
Resolve = { RealMinutes = 60*24 },
},
},
);
--
Best regards, Ruslan.
--
www.opensourcer.net
--
Best regards, Ruslan.
--
www.opensourcer.net
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] need SLA tutorials/guide for first time setup
It's first time installtion and you have to run 'make initdb' that is not
executed by CPAN shell you used. At this moment we can not fully automate
installation via cpan shell.
On Wed, May 22, 2013 at 3:39 PM, Arun ragini arunrag...@gmail.com wrote:
Hi,
I have installed SLA extention using perl -MCPAN -e 'install
RT::Extension::SLA;'
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)
now coming to Tools-Configuration-Custom Fields-Select I don't see
custom Fields SLA/or related to it.
and I really appreciate for help me
Thanks
Arun
On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov r...@bestpractical.comwrote:
If you don't see SLA custom field in RT (go to Tools - Configuration -
Custom Fields - Select) then you didn't follow installation instructions
properly and just has config and code that is not executed as it's not
registered in the DB.
On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunrag...@gmail.comwrote:
I don't see SLA while creating tickets and I don't see them after
creating tickets.
I'm kind of confused I hoping to find some tutorial on how to configure
SLA for RT
On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov
r...@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?
On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunrag...@gmail.comwrote:
yes I'm talking about SLA extension,
I have gone through
https://github.com/bestpractical/rt-extension-sla/blob/master/README
after I create ticket and and own the ticket I don't get to see the
Due date/time etc.
My SLA config as follows
%RT::ServiceAgreements = (
Default = '4h',
QueueDefault = {
'General' = '4h',
'Clients' = '1d',
},
Levels = {
'4h' = {
Resolve = { RealMinutes = 60*4 },
Response = { RealMinutes = 60*1 },
},
'2h' = {
Response = { RealMinutes = 60*2 },
Resolve = { RealMinutes = 60 },
},
'1d' = {
Response = { RealMinutes = 60*1 },
Resolve = { RealMinutes = 60*24 },
},
},
);
--
Best regards, Ruslan.
--
www.opensourcer.net
--
Best regards, Ruslan.
--
www.opensourcer.net
--
Best regards, Ruslan.
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] RES: RES: Generate end of the day report and email
Sorry, didnt understand your message, but from your log I think you don’t have RTSERVER variable, Try to add on top of script: export RTSERVER=your.rt.installation if you got error try to execute a simple /usr/bin/rt ls TICKET_NUMBER That script relies on output of RT CLI command. De: Asanka Gunasekera [mailto:asanka_gunasek...@yahoo.co.uk] Enviada em: quarta-feira, 22 de maio de 2013 08:38 Para: Diaulas Castro; rt-users@lists.bestpractical.com Assunto: Re: [rt-users] RES: Generate end of the day report and email Hi Diaulas, can you tell me the user name that the rt command is looking for since I put root (of rt) and tried some and other rt account as well, but I am getting below error Query:Status!='resolved' and Status!='rejected' rt: Server error: Forbidden (403) Thank you and Best Regards From: Diaulas Castro diaulas.cas...@intersolution.inf.brmailto:diaulas.cas...@intersolution.inf.br To: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Sent: Friday, 10 May 2013, 21:42 Subject: [rt-users] RES: Generate end of the day report and email Made this bash script to accomplish using RT CLI. Just customize “From:”, To:” and “Status” search in rt ls command and schedule on crontab. This script will list all tickets and mail fields to temp file after that a while loop will add html tags (tables and rows) trough command sed, so I got a nice looking mail report. (http://postimg.org/image/yfmlp9307/) If you want to color the rows use this before sendmail command: sed -i -e '/Nobody/s/D2EAF1/CC/g' $MAIL sed -i -e '/diaulas.castro/s/D2EAF1/6FCCFF/g' $MAIL This will change all tickets by nobody to gray and Diaulas.castro to light blue PS: I know! RT-CRONTOOL exist, but I m not perl expert.. =( export RTORDERBY=owner MAIL=/tmp/rel_todos_tickets_abertos.sh.mail echo From: MY_TICKET@MY_DOMAIN.COMmailto:MY_TICKET@MY_DOMAIN.COM $MAIL echo To: direct...@mydomain.commailto:direct...@mydomain.com $MAIL echo MIME-Version: 1.0 $MAIL echo 'Content-type: text/html; charset=iso-8859-1' $MAIL echo boundary=`date +%s`/rt.MY.DOMAIN.COM $MAIL echo Subject: All open Tickets:$(date +%d/%m/%y)$MAIL echo $MAIL echo html$MAIL echo HEAD$MAIL echo /HEAD $MAIL echo BODY$MAIL echo span style=\'font-size:11.0pt;font-family:Calibri,sans-serif;color:#1F497D\' $MAIL echo table$MAIL /usr/bin/rt ls Status != resolved AND Status != report AND Status != plantao AND Status != stalled -f id,subject,queue,status,owner,lastupdated |iconv -f UTF-8 -t ISO8859-1 /tmp/rel.tmp while read line ; do echo span style='color:#00'TRTD style='background:#D2EAF1;padding:0cm 5.4pt 0cm 5.4pt'$line/TD/TR/span | sed s//TD style='background:#D2EAF1'/g done /tmp/rel.tmp $MAIL echo /table $MAIL echo /BODY $MAIL echo /html $MAIL /usr/sbin/sendmail -t $MAIL De: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] Em nome de Asanka Gunasekera Enviada em: sexta-feira, 10 de maio de 2013 05:48 Para: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Assunto: [rt-users] Generate end of the day report and email Hi, is there any way to auto generate end of the day report and emal this to management (all open, all new etc) I am using RT4 and oracle database on redhat Thanks and Regards -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] need SLA tutorials/guide for first time setup
Let me try that. Thanks for all the help.
On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov r...@bestpractical.comwrote:
It's first time installtion and you have to run 'make initdb' that is not
executed by CPAN shell you used. At this moment we can not fully automate
installation via cpan shell.
On Wed, May 22, 2013 at 3:39 PM, Arun ragini arunrag...@gmail.com wrote:
Hi,
I have installed SLA extention using perl -MCPAN -e 'install
RT::Extension::SLA;'
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)
now coming to Tools-Configuration-Custom Fields-Select I don't see
custom Fields SLA/or related to it.
and I really appreciate for help me
Thanks
Arun
On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov
r...@bestpractical.comwrote:
If you don't see SLA custom field in RT (go to Tools - Configuration -
Custom Fields - Select) then you didn't follow installation instructions
properly and just has config and code that is not executed as it's not
registered in the DB.
On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunrag...@gmail.comwrote:
I don't see SLA while creating tickets and I don't see them after
creating tickets.
I'm kind of confused I hoping to find some tutorial on how to configure
SLA for RT
On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov
r...@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?
On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunrag...@gmail.comwrote:
yes I'm talking about SLA extension,
I have gone through
https://github.com/bestpractical/rt-extension-sla/blob/master/README
after I create ticket and and own the ticket I don't get to see the
Due date/time etc.
My SLA config as follows
%RT::ServiceAgreements = (
Default = '4h',
QueueDefault = {
'General' = '4h',
'Clients' = '1d',
},
Levels = {
'4h' = {
Resolve = { RealMinutes = 60*4 },
Response = { RealMinutes = 60*1 },
},
'2h' = {
Response = { RealMinutes = 60*2 },
Resolve = { RealMinutes = 60 },
},
'1d' = {
Response = { RealMinutes = 60*1 },
Resolve = { RealMinutes = 60*24 },
},
},
);
--
Best regards, Ruslan.
--
www.opensourcer.net
--
Best regards, Ruslan.
--
www.opensourcer.net
--
Best regards, Ruslan.
--
www.opensourcer.net
--
RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Getting a clean ticket history
On Tue, May 14, 2013 at 3:25 PM, Brent Wiese bwi...@elementps.com wrote: Is there a way to copy/paste, export, or some other means a ticket’s entire history? $ /opt/rt3/bin/rt show ticket/123456/history ** ** I searched around the archives and didn’t find anything that would work for me. ** ** I tried to forward a ticket to my email address hoping that would work, but it didn’t include comments. It was also a mess of attached messages, not a single listing. ** ** I also tried installing the windows “generic / text” printer driver and the output rendered terribly (not surprising). ** ** Thanks, Brent -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] [rt-announce] Security vulnerabilities in RT
We discovered a number of security vulnerabilities which affect both RT 3.8.x and RT 4.0.x. We are releasing RT versions 3.8.17 and 4.0.13 to resolve these vulnerabilities, as well as patches which apply atop all released versions of 3.8 and 4.0. The vulnerabilities addressed by 3.8.17, 4.0.13, and the below patches include the following: RT 4.0.0 and above are vulnerable to a limited privilege escalation leading to unauthorized modification of ticket data. The DeleteTicket right and any custom lifecycle transition rights may be bypassed by any user with ModifyTicket. This vulnerability is assigned CVE-2012-4733. RT 3.8.0 and above include a version of bin/rt that uses semi-predictable names when creating tempfiles. This could possibly be exploited by a malicious user to overwrite files with permissions of the user running bin/rt. This vulnerability is assigned CVE-2013-3368. RT 3.8.0 and above allow calling of arbitrary Mason components (without control of arguments) for users who can see administration pages. This could be used by a malicious user to run private components which may have negative side-effects. This vulnerability is assigned CVE-2013-3369. RT 3.8.0 and above allow direct requests to private callback components. Though no callback components ship with RT, this could be used to exploit an extension or local callback which uses the arguments passed to it insecurely. This vulnerability is assigned CVE-2013-3370. RT 3.8.3 and above are vulnerable to cross-site scripting (XSS) via attachment filenames. The vector is difficult to exploit due to parsing requirements. Additionally, RT 4.0.0 and above are vulnerable to XSS via maliciously-crafted URLs in ticket content when RT's MakeClicky feature is configured. Although not believed to be exploitable in the stock configuration, a patch is also included for RTIR 2.6.x to add bulletproofing. These vulnerabilities are assigned CVE-2013-3371. RT 3.8.0 and above are vulnerable to an HTTP header injection limited to the value of the Content-Disposition header. Injection of other arbitrary response headers is not possible. Some (especially older) browsers may allow multiple Content-Disposition values which could lead to XSS. Newer browsers contain security measures to prevent this. Thank you to Dominic Hargreaves for reporting this vulnerability. This vulnerability is assigned CVE-2013-3372. RT 3.8.0 and above are vulnerable to a MIME header injection in outgoing email generated by RT. The vectors via RT's stock templates are resolved by this patchset, but any custom email templates should be updated to ensure that values interpolated into mail headers do not contain newlines. This vulnerability is assigned CVE-2013-3373. RT 3.8.0 and above are vulnerable to limited session re-use when using the file-based session store, Apache::Session::File. RT's default session configuration only uses Apache::Session::File for Oracle. RT instances using Oracle may be locally configured to use the database-backed Apache::Session::Oracle, in which case sessions are never re-used. The extent of session re-use is limited to information leaks of certain user preferences and caches, such as queue names available for ticket creation. Thank you to Jenny Martin for reporting the problem that lead to discovery of this vulnerability. This vulnerability is assigned CVE-2013-3374. Patches for all releases of 3.8.x and 4.0.x are available for download below. Versions of RT older than 3.8.0 are unsupported and do not receive security patches; please contact sa...@bestpractical.com if you need assistance with an older RT version. http://download.bestpractical.com/pub/rt/release/security-2013-05-22.tar.gz http://download.bestpractical.com/pub/rt/release/security-2013-05-22.tar.gz.sig 25349c393c1b8d720f26a62dd57dc90d7def1cea security-2013-05-22.tar.gz d78db2e9fba3b78c1ee7a0a8d9ede871cc7ba7dc security-2013-05-22.tar.gz.sig The README in the tarball contains instructions for applying the patches. If you need help resolving this issue locally, we will provide discounted pricing for single-incident support; please contact us at sa...@bestpractical.com for more information. signature.asc Description: OpenPGP digital signature ___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Login Passwords Fail following upgrade to RT
I initially attempted to upgrade to 4.0.12 and that is when I first identified the problem. I then went back to 3.8.10 and upgraded each individual version and tested to see if I could log-out and then back in. It was when I tried to go from version 3.8.16 to 4.0.0 when I first had the issue. I intend to go to 4.0.12 one step at a time. I did run the make upgrade and then /opt/rt4/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade. It says it will upgrade 3.9.1 through 4.0.0rc7. During this process I get an error after the Processing 3.9.3 - Now populating database schema message: [crit]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. (/opt/rt4/sbin/../lib/RT.pm:340) DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. The script stops executing at this point. Date: Tue, 21 May 2013 17:13:59 -0700 From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Login Passwords Fail following upgrade to RT 4.0.0 Message-ID: 519c0dc7.70...@bestpractical.com Content-Type: text/plain; charset=UTF-8 On 05/21/2013 06:55 AM, dfri...@qcol.net wrote: I am currently running RT 3.8.16 and all appears to be working fine. I have decided to upgrade to RT 4.0.0. Why 4.0.0 and not 4.0.12? .12 contains two years of bugfixes. There is no reason to upgrade to something less. There are a few other differences in the users database between rt3 rt4. I have tried to follow the README, UPGRADING UPGRADING.mysql directions but cannot find that the new database SCHEMA has changed during these processes. Did you run `make upgrade-database`? It sounds very much like you didn't run any database upgrades at all. Please re-read the README, paying attention to step 6(b) and UPGRADING-4.0: http://bestpractical.com/rt/docs/latest/README.html http://bestpractical.com/rt/docs/latest/UPGRADING-4.0.html Perhaps this will be useful: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] [rt-announce] RT 4.0.13 released
RT 4.0.13 contains important security fixes. http://download.bestpractical.com/pub/rt/release/rt-4.0.13.tar.gz http://download.bestpractical.com/pub/rt/release/rt-4.0.13.tar.gz.asc SHA1 sums d09f0b9beed8f4e7972fd43d5597e78306d9acef rt-4.0.13.tar.gz 94d1de447301c9be728197572aff2d29944bc39e rt-4.0.13.tar.gz.asc This release of RT resolves a number of security vulnerabilities: CVE-2012-4733 CVE-2013-3368 CVE-2013-3369 CVE-2013-3370 CVE-2013-3371 CVE-2013-3372 CVE-2013-3373 CVE-2013-3374 It also includes a database upgrade, so please make sure to run `make upgrade-database`. Details about the above CVEs are available at: http://lists.bestpractical.com/pipermail/rt-announce/2013-May/000226.html A complete changelog is available from git by running: git log rt-4.0.12..rt-4.0.13 or visiting https://github.com/bestpractical/rt/compare/rt-4.0.12...rt-4.0.13 signature.asc Description: OpenPGP digital signature ___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Login Passwords Fail following upgrade to RT
Hi, You got an error and your upgrade failed. Which database do you use and which version of the DB. The fact that you don't have DelegatedBy column suggests that you did something wrong when was copying RT3's DB or have DB with column dropped already. We had big thread on the list recently with very similar error. Take a look. On Wed, May 22, 2013 at 10:15 PM, dfri...@qcol.net wrote: I initially attempted to upgrade to 4.0.12 and that is when I first identified the problem. I then went back to 3.8.10 and upgraded each individual version and tested to see if I could log-out and then back in. It was when I tried to go from version 3.8.16 to 4.0.0 when I first had the issue. I intend to go to 4.0.12 one step at a time. I did run the make upgrade and then /opt/rt4/sbin/rt-setup-database --dba root --prompt-for-dba-password --action upgrade. It says it will upgrade 3.9.1 through 4.0.0rc7. During this process I get an error after the Processing 3.9.3 - Now populating database schema message: [crit]: DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. (/opt/rt4/sbin/../lib/RT.pm:340) DBD::mysql::st execute failed: Can't DROP 'DelegatedBy'; check that column/key exists at /opt/rt4/sbin/../lib/RT/Handle.pm line 503. The script stops executing at this point. Date: Tue, 21 May 2013 17:13:59 -0700 From: Thomas Sibley t...@bestpractical.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Login Passwords Fail following upgrade to RT 4.0.0 Message-ID: 519c0dc7.70...@bestpractical.com Content-Type: text/plain; charset=UTF-8 On 05/21/2013 06:55 AM, dfri...@qcol.net wrote: I am currently running RT 3.8.16 and all appears to be working fine. I have decided to upgrade to RT 4.0.0. Why 4.0.0 and not 4.0.12? .12 contains two years of bugfixes. There is no reason to upgrade to something less. There are a few other differences in the users database between rt3 rt4. I have tried to follow the README, UPGRADING UPGRADING.mysql directions but cannot find that the new database SCHEMA has changed during these processes. Did you run `make upgrade-database`? It sounds very much like you didn't run any database upgrades at all. Please re-read the README, paying attention to step 6(b) and UPGRADING-4.0: http://bestpractical.com/rt/docs/latest/README.html http://bestpractical.com/rt/docs/latest/UPGRADING-4.0.html Perhaps this will be useful: http://blog.bestpractical.com/2011/07/upgrading-to-rt-4.html -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] [rt-announce] RT 3.8.17 released
RT 3.8.17 contains important security fixes. http://download.bestpractical.com/pub/rt/release/rt-3.8.17.tar.gz http://download.bestpractical.com/pub/rt/release/rt-3.8.17.tar.gz.sig SHA1 sums 4765c68f91a0e8e21ed0fd39397cd8e3970ca992 rt-3.8.17.tar.gz a0aa9a3e284d4fc36ba7e6354d7e0772833f2a00 rt-3.8.17.tar.gz.sig This release of RT resolves a number of security vulnerabilities: CVE-2013-3368 CVE-2013-3369 CVE-2013-3370 CVE-2013-3371 CVE-2013-3372 CVE-2013-3373 CVE-2013-3374 It also includes a database upgrade, so please make sure to run `make upgrade-database`. Details about the above CVEs are available at: http://lists.bestpractical.com/pipermail/rt-announce/2013-May/000226.html A complete changelog is available from git by running: git log rt-3.8.16..rt-3.8.17 or visiting https://github.com/bestpractical/rt/compare/rt-3.8.16...rt-3.8.17 signature.asc Description: OpenPGP digital signature ___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Change ticket status after elapsed time period
On Tue, May 7, 2013 at 2:24 PM, Ruslan Zakirov r...@bestpractical.comwrote: On Tue, May 7, 2013 at 1:25 PM, kjcsb kj...@xnet.co.nz wrote: I would like to configure RT to automatically change the status of a ticket in certain cases. An example of this would be when a ticket is set to waiting on customer response. After a certain period without a response (ideally working days rather than calendar days) we would like to resolve the ticket. I've been unable to find the right term to search on to find the answer to this. Any help appreciated. For such things you use rt-crontool. Start with search that uses TicketSQL, for example LastUpdated '10 days ago' AND Status = 'waiting on customer'. Figure out how to use SetStatus action. Ramon Kagan wrote a RT::Action::SetStatus module http://lists.bestpractical.com/pipermail/rt-users/2005-February/028827.html You can place it at /opt/rt3/local/lib/RT/Action/SetStatus.pm and use it. You may have to run mkdir -p /opt/rt3/local/lib/RT/Action YMMV. When above is ready then you can do two things: 1) use bash or any other programming language to calculate time span and execute rt-crontool. What I mean is that if your script is executed on Monday and you want 5 days time span then your code generates '7 days ago' to compensate weekend. 2) write RT's custom condition that does additional date checks using pretty much the same logic as above solution. -- Best regards, Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Change ticket status after elapsed time period
On 05/22/2013 01:52 PM, Asif Iqbal wrote: Ramon Kagan wrote a RT::Action::SetStatus module http://lists.bestpractical.com/pipermail/rt-users/2005-February/028827.html You can place it at /opt/rt3/local/lib/RT/Action/SetStatus.pm and use it. You may have to run mkdir -p /opt/rt3/local/lib/RT/Action Asif, RT has shipped with an RT::Action::SetStatus in core since 4.0.0. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Upgrade RT, what about plugin module?
Hi, I am wondering if plugin would have problem if I perform general minor version upgrade on 4.0.x? Recently we intensively use more and more plugin which I am not sure if it will drive the upgrade more complicated. We are using RT-Extension-CommandByMail, RT-Extension-RepeatTicket and RT-Extension-SLA. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Change ticket status after elapsed time period
On Wed, May 22, 2013 at 5:49 PM, Thomas Sibley t...@bestpractical.comwrote: On 05/22/2013 01:52 PM, Asif Iqbal wrote: Ramon Kagan wrote a RT::Action::SetStatus module http://lists.bestpractical.com/pipermail/rt-users/2005-February/028827.html You can place it at /opt/rt3/local/lib/RT/Action/SetStatus.pm and use it. You may have to run mkdir -p /opt/rt3/local/lib/RT/Action Asif, RT has shipped with an RT::Action::SetStatus in core since 4.0.0. Awesome! Waiting for my hardware to upgrade. Thanks for the info. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
[rt-users] Conditional Custom Fields
Hi, I am trying to setup against ticket in a certain queue where a group of custom fields show based on a value of another custom field (as a combobox). This is so that it prompts users to fill out the relevant custom fields only not all of the custom fields. I have all of the custom fields all setup and each field generally has a standard prefix in the field name, so this hopefully should make it easier to group the relevant custom fields. How would I go round in doing this as I have looked in the wiki and mailing list archives to no avail? We are using RT 4.0.12 and I am new to RT. Regards, Chris. Have you visited Bartercard Maps yet? www.bartercardmaps.co.nz Find us on Facebook www.facebook.com/BartercardNewZealand * From time to time Bartercard may promote goods and services on behalf of members, however Bartercard acts as a third party record keeper and transactions are conducted between members. Bartercard is not a party to these transactions. Any advice or representations made should not be relied upon, and independent advice should be sought. Please refer to the full rules of the Trading Program which are available on request. This e-mail, including attachments, may be confidential and/or privileged. Only the intended recipient may access or use it. Any dissemination, distribution or copying of this e-mail is strictly prohibited. If you are not the intended recipient please notify us immediately by return e-mail and then erase the e-mail. Any confidentiality or privilege is not waived or lost if you have received this e-mail in error. * -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
Re: [rt-users] Upgrade RT, what about plugin module?
On Thu, May 23, 2013 at 5:15 AM, Thomas Lau thomas@principleone.comwrote: Hi, ** ** I am wondering if plugin would have problem if I perform general minor version upgrade on 4.0.x? They shouldn't. We work hard not to break backwards compatibility in minor versions and avoid database changes as much as possible. ** ** Recently we intensively use more and more plugin which I am not sure if it will drive the upgrade more complicated. ** ** We are using RT-Extension-CommandByMail, RT-Extension-RepeatTicket and RT-Extension-SLA. All these should work with recent versions of 4.0.x. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training -- Best regards, Ruslan. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
