[rt-users] ticket searching problem
Hi I have four queue and I am not able to find the messages with queue name. with ticket ID no. and with ticket status like (open,resolved,new) able search the same. with queue when search nothing display. search example was also given and tried it the following *Start the search term with the name of a supported field followed by a colon, as in queue:Example Queue* so I have type like queue:dev Here dev is my queue. please guide how can I search with queue also. -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-searching-problem-tp56749.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] rt 4.0.10 RT-Extension-JSGantt v0.19 can not print color bars
Dear all, We are having a strange issue. JSGantt works fine, but when it comes time to print it on a paper or into a PDF - the color bars are not showing up. If I go though to the jsgantt webpage from the same PC, I am able to see the color progress bars on the chart during printing (can submit screenshots if needed). Tried on various PCs, tried from Chrome/FF/IE - same result. There are no errors or debug messages in the apache log. Please help, thanks in advance. Kind regards, Alex -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] RT email failing
My rt instance relays its email through another server. Messages coming from RT are failing My relay server is not sending the mail and is giving me a 451 error. If I go to the command line and generate an email it sends this correctly. RT is version 4.2.2 on ubuntu 12.10 running postfix. It will handle the incoming mail correctly and create the ticket but when it sends it out there is this problem. ANy pointers on where to look for the misconfiguration. -- John J. Boris, Sr. Online Services www.onlinesvc.com -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] A little help with a 4.x callback?
On Mon, Feb 24, 2014 at 06:10:59PM -0500, Jeff Blaine wrote: I see in 4.2.x (perhaps in 4.0.x) that there is now a ProcessUpdates callback available for use in Ticket/Modify.html I'm reworking some old 3.8 code that would send a message to the end user via (sigh) ... Abort() ... if a certain field had not been set to a value and the user was trying to resolve the ticket. The Ticket/Modify.html callback call reads as: $m-callback( CallbackName = 'ProcessUpdates', TicketObj = $TicketObj, ARGSRef = \%ARGS, Results = \@results ); How might I make use of this @results array in my callback? If you're trying to block the update, ProcessUpdates is too late (all it lets you do is make more changes and push messages back up to the user). If you want to actively block the user, look at RT-Extension-MandatoryOnTransition. It uses the BeforeUpdate callback in Ticket/Update.html to set skip_create and push onto @results. You can clone that functionality to the Default callback in Ticket/Modify.html. -kevin pgpDyT5KxVs43.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] ticket searching problem
On Tue, Feb 25, 2014 at 03:07:11AM -0800, niraj wrote: I have four queue and I am not able to find the messages with queue name. with ticket ID no. and with ticket status like (open,resolved,new) able search the same. with queue when search nothing display. search example was also given and tried it the following *Start the search term with the name of a supported field followed by a colon, as in queue:Example Queue* So, you're using the simple search? so I have type like queue:dev Here dev is my queue. After typing queue:dev and clicking search, on the page with no results, click on Advanced and show us the query that is generated. -kevin pgplgfTLTb5HL.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT email failing
On Tue, Feb 25, 2014 at 10:23:08AM -0500, john boris wrote: My rt instance relays its email through another server. Messages coming from RT are failing My relay server is not sending the mail and is giving me a 451 error. If I go to the command line and generate an email it sends this correctly. RT is version 4.2.2 on ubuntu 12.10 running postfix. It will handle the incoming mail correctly and create the ticket but when it sends it out there is this problem. ANy pointers on where to look for the misconfiguration. You would need to show a full error message (451 is insufficient, it means many things) and ideally you would show logs from your relay server about why you're being rejected. Most likely your RT server's hostname is internal and invalid and is leaking. -kevin pgpgfHKlxmNjN.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT email failing
Kevin, I checked the mail log on my relay server and here is the error 2014-02-25 12:01:58 -0500 badhosts11091: [SYSERR(25)Inappropriate I/O control operation] Dying on sig13: pipe write w/no reader Here is the output of deliver /usr/mmdf/bin/deliver -w [ Checking for Local delivery (local) mail ] sorting the queue. [ Checking for Mailing list processor (list) mail ] sorting the queue. [ Checking for SMTP Delivery (smtp) mail ] sorting the queue. [ Checking for Smart-host Routing for hosts (badhosts) mail ] sorting the queue. 1 messages, 1 to be processed Message 'msg.aa11088', from 'www-d...@rt3.adphila.org' Queued: 0 Days, 0 Hours [ Accessing badhosts (Smart-host Routing for hosts)] Channel: badhosts jbori...@gmail.com via chat2.adphila.org: trying... connecting to [172.31.250.60]... open. -(220 chat2.adphila.org ESMTP (23ca9e33fefa09d99f2e46c526eff526)) -(HELO jc.adphila.org) -(250 chat2.adphila.org Hello jc.adphila.org [172.31.5.100], pleased to meet you) -(MAIL FROM:www-d...@rt3.adphila.org) -(250 Sender www-d...@rt3.adphila.org OK) -(RCPT TO:jbori...@gmail.com) -(250 Recipient jbori...@gmail.com OK) address ok -(DATA) -(354 Start mail input; end with CRLF.CRLF) sending...:... -(.) -(451 Internal error) Problem address ending: Internal error not sent, queued for retry End of processing for msg.aa11088 Message 'msg.aa11088', from 'www-d...@rt3.adphila.org' Queued: 0 Days, 0 Hours jbori...@gmail.com via chat2.adphila.org: dead host End of processing for msg.aa11088 [ Checking for Nameserver Delay channel (delay) mail ] sorting the queue. [ Checking for Smart-host routing for users (badusers) mail ] sorting the queue. -(QUIT) /usr/mmdf/bin/deliver: normal end The addresses in her (rt3.adphila.org) are internal. Here is the postfix log on my rt machine Feb 25 12:26:31 rt3 postfix/pickup[6599]: 0F24AA40D4: uid=33 from=www-data Feb 25 12:26:31 rt3 postfix/cleanup[6628]: 0F24AA40D4: message-id= rt-4.2.2-1338-1393349190-718.34-...@rt3.adphila.org Feb 25 12:26:31 rt3 postfix/qmgr[6600]: 0F24AA40D4: from= www-d...@rt3.adphila.org, size=2392, nrcpt=1 (queue active) Feb 25 12:26:31 rt3 postfix/smtp[6631]: 0F24AA40D4: to=jbori...@gmail.com, relay=jc.adphila.org[172.31.5.100]:25, delay=0.47, delays=0.18/0.15/0.09/0.05, dsn=2.0.0, status=sent (250 Submitted queued (msg.aa11088)) Feb 25 12:26:31 rt3 postfix/qmgr[6600]: 0F24AA40D4: removed It leaves but is not accepted on my relay or fails on my relay. I have been searching for typos and haven't found any. On Tue, Feb 25, 2014 at 11:29 AM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Feb 25, 2014 at 10:23:08AM -0500, john boris wrote: My rt instance relays its email through another server. Messages coming from RT are failing My relay server is not sending the mail and is giving me a 451 error. If I go to the command line and generate an email it sends this correctly. RT is version 4.2.2 on ubuntu 12.10 running postfix. It will handle the incoming mail correctly and create the ticket but when it sends it out there is this problem. ANy pointers on where to look for the misconfiguration. You would need to show a full error message (451 is insufficient, it means many things) and ideally you would show logs from your relay server about why you're being rejected. Most likely your RT server's hostname is internal and invalid and is leaking. -kevin -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training -- John J. Boris, Sr. Online Services www.onlinesvc.com -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] closing out reminders on a ticket using a custom lifecycle
I have a custom lifecycle set up for code related issues (coding,
pending_deployment, user_testing, etc). I've got a reminder set ('check and
close') on one of these tickets to check back with the user and confirm a fix
is functional before closing out the ticket, but when I attempt to 'check box
to complete' the reminder, I get this error:
Reminder 'check and close': You can't change status from 'open' to 'resolved'.
Are the status' in the lifecycle tied to the reminders as well? What do I need
to change in the lifecycle to allow this to work?
Thanks,
-Justin
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] A little help with a 4.x callback?
On 2/25/2014 11:26 AM, Kevin Falcone wrote: On Mon, Feb 24, 2014 at 06:10:59PM -0500, Jeff Blaine wrote: I see in 4.2.x (perhaps in 4.0.x) that there is now a ProcessUpdates callback available for use in Ticket/Modify.html I'm reworking some old 3.8 code that would send a message to the end user via (sigh) ... Abort() ... if a certain field had not been set to a value and the user was trying to resolve the ticket. The Ticket/Modify.html callback call reads as: $m-callback( CallbackName = 'ProcessUpdates', TicketObj = $TicketObj, ARGSRef = \%ARGS, Results = \@results ); How might I make use of this @results array in my callback? If you're trying to block the update, ProcessUpdates is too late (all it lets you do is make more changes and push messages back up to the user). Yes, I finally got to that same understanding in the last few hours working on this some more. I'm using 'Default' now. If you want to actively block the user, look at RT-Extension-MandatoryOnTransition. It uses the BeforeUpdate callback Oh, excellent. This will allow us to offload quite a bit of the logic we already have in place and instead focus on the real custom logic we need. in Ticket/Update.html to set skip_create and push onto @results. You can clone that functionality to the Default callback in Ticket/Modify.html. Thanks Kevin. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] closing out reminders on a ticket using a custom lifecycle
On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: I have a custom lifecycle set up for code related issues (coding, pending_deployment, user_testing, etc). I've got a reminder set (`check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to `check box to complete' the reminder, I get this error: Reminder 'check and close': You can't change status from 'open' to 'resolved'. Are the status' in the lifecycle tied to the reminders as well? What do I need to change in the lifecycle to allow this to work? http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open and reminder_on_resolve -kevin pgphgymPEZD68.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] RT email failing
On Tue, Feb 25, 2014 at 12:09:54PM -0500, john boris wrote: I checked the mail log on my relay server and here is the error Unfortunately, this points to some sort of problem with mmdf (which is a very unusual MTA, so there isn't going to be a lot of expertise on it). -(220 [4]chat2.adphila.org ESMTP (23ca9e33fefa09d99f2e46c526eff526)) Since you publish IP addresses for rt3.adphila.org, it isn't the obvious error. Unfortunately, you likely need to look farther up the mail relay chain since it leaves RT via postfix and then it fails when trying to pass to another adphila.org server. -(HELO [5]jc.adphila.org) -(250 [6]chat2.adphila.org Hello [7]jc.adphila.org [172.31.5.100], pleased to meet you) -(MAIL FROM:[8]www-d...@rt3.adphila.org) -(250 Sender [9]www-d...@rt3.adphila.org OK) -(RCPT TO:[10]jbori...@gmail.com) -(250 Recipient [11]jbori...@gmail.com OK) address ok -(DATA) -(354 Start mail input; end with CRLF.CRLF) sending...:... -(.) -(451 Internal error) -kevin pgp3Sx55PRseJ.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] closing out reminders on a ticket using a custom lifecycle
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, February 25, 2014 1:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] closing out reminders on a ticket using a custom lifecycle On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: I have a custom lifecycle set up for code related issues (coding, pending_deployment, user_testing, etc). I've got a reminder set (`check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to `check box to complete' the reminder, I get this error: Reminder 'check and close': You can't change status from 'open' to 'resolved'. Are the status' in the lifecycle tied to the reminders as well? What do I need to change in the lifecycle to allow this to work? http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open and reminder_on_resolve -kevin Is there a way to not have it change status at all? -Justin -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] closing out reminders on a ticket using a custom lifecycle
On Tue, Feb 25, 2014 at 01:54:43PM -0800, Justin Killen wrote: -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, February 25, 2014 1:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] closing out reminders on a ticket using a custom lifecycle On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: I have a custom lifecycle set up for code related issues (coding, pending_deployment, user_testing, etc). I've got a reminder set (`check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to `check box to complete' the reminder, I get this error: Reminder 'check and close': You can't change status from 'open' to 'resolved'. Are the status' in the lifecycle tied to the reminders as well? What do I need to change in the lifecycle to allow this to work? http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open and reminder_on_resolve Is there a way to not have it change status at all? I'm struggling to see how that would work. Reminders need to be in one status when created and another when resolved. Otherwise we could never know whether or not to list the Reminder in the Reminders box, since we make that decision based on the status. -kevin pgp5QfFsFup08.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] closing out reminders on a ticket using a custom lifecycle
-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, February 25, 2014 2:17 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] closing out reminders on a ticket using a custom lifecycle On Tue, Feb 25, 2014 at 01:54:43PM -0800, Justin Killen wrote: -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, February 25, 2014 1:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] closing out reminders on a ticket using a custom lifecycle On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: I have a custom lifecycle set up for code related issues (coding, pending_deployment, user_testing, etc). I've got a reminder set (`check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to `check box to complete' the reminder, I get this error: Reminder 'check and close': You can't change status from 'open' to 'resolved'. Are the status' in the lifecycle tied to the reminders as well? What do I need to change in the lifecycle to allow this to work? http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open and reminder_on_resolve Is there a way to not have it change status at all? I'm struggling to see how that would work. Reminders need to be in one status when created and another when resolved. Otherwise we could never know whether or not to list the Reminder in the Reminders box, since we make that decision based on the status. -kevin Perhaps I'm just mis-understanding this. When I read reminder_on_resolve: When a reminder is resolved, the status will be changed to this value., and it's a property of the lifecycle, I'm assuming that it's talking about the ticket status; I do not want the ticket status to change. From your response, I gather that this is meant to mean that it will change the status of the reminder (not the ticket). If I am wrong here, please let me know. That being said, I've set states for the reminder_on_open and reminder_on_resolve default options, restarted apache, and I'm still receiving the same error when trying to close out a reminder: Reminder 'check and close': You can't change status from 'open' to 'resolved'. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Show total number of Saved Search tickets
Hi awesome people, I am attempting to insert the total number of saved search tickets into the 'Saved Searches' tab that appears in the 'RT at a Glance' page. I have included a screenshot of what I would like to achieve. This will allow our Management Team to quickly see the total number of tickets resolved/created without having to select the link (a useful feature I believe). If anyone can point me in the right direction that would be excellent (I am having difficulties locating the exact code that I should modify to alter the 'Saved Searches' table). Link to proposed result: http://i.imgur.com/rgIs4Ua.png http://requesttracker.8502.n7.nabble.com/file/n56763/rgIs4Ua.png -- View this message in context: http://requesttracker.8502.n7.nabble.com/Show-total-number-of-Saved-Search-tickets-tp56763.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] ticket searching problem
Hi I am using the simple search. but today I tried with new search and I able to get the ticket log with queue. -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-searching-problem-tp56749p56764.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
