Re: [rt-users] Problem with custom lifecycle
Try RT-Extension-QueueDeactivatedScrips. Search inside Github. Von meinem iPhone gesendet > Am 26.02.2014 um 23:50 schrieb Simon Wilcox : > > > I think I have found the culprit - there's a load of Global Scrips (probably > hangovers from our original 3.x install, we're now on 4.2.2 via 4.0.8) and > one of those is "On Correspond Open Tickets" - I think this is possibly > running and getting confused as there's no Open state in this lifecycle. > > So new question - is there an easy way to migrate these 14 Global Scrips down > to specific queues, or can I stop them running on a specific queue ? > >> On 26/02/2014 19:37, Simon Wilcox wrote: >> I'm setting up a new lifecycle to manage our change request process and I'm >> seeing some odd behaviour which I'm sure is something obvious. > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
Hi, That looks promising but no indication that it works with 4.x. I'm not very familiar with RT's extension mechanisms, should I expect something targeting 3.x to work seamlessly on 4.x ? Simon. On 27/02/2014 07:13, Torsten Brumm wrote: Try RT-Extension-QueueDeactivatedScrips. Search inside Github. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] ticket logged in via e-mail
Hi For the logged the ticket we have to login into the RT system. I read one feature of RT that if anybody send a mail to RT it will automatically logged the ticket in the RT system. I would like to know how it possbile and Please guide for that solution. -- View this message in context: http://requesttracker.8502.n7.nabble.com/ticket-logged-in-via-e-mail-tp56771.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] SLA Extension config problems while manipulating due date
Hi,
I'm using RT 3.8.17 and installed RT::Extension::SLA 0.07, currently
testing it.
When I set a ticket status to "Stalled" the due date gets unset, and this
is what I want.
However, when I set the ticket status back to "open", the due date is set
back
to the original value, it may correspond already to a past date.
Do you know if there is a way to have the due date set automatically
to a time in future, i.e. now+QueuePriority?
I paste my current config. Any help/diection is appreciated.
Andy
%RT::ServiceAgreements = (
Default => '4h',
QueueDefault => {
'a1-rt' => '1h',
'a2-rt' => '4h',
'z1-rt' => '1d',
'z2-rt' => '10d',
},
Levels => {
'1h' => {
Response => { RealMinutes => 60*1 ,
IgnoreOnStatuses => ['stalled'] },
Resolve => { RealMinutes => 60*1 , IgnoreOnStatuses
=> ['stalled'] },
},
'4h' => {
Response => { RealMinutes => 60*1 },
Resolve => { RealMinutes => 60*4 },
},
'1d' => {
Response => { RealMinutes => 60*1 },
Resolve => { RealMinutes => 60*24 },
},
'10d' => {
Response => { RealMinutes => 60*1 },
Resolve => { RealMinutes => 60*240 },
},
},
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] articles RTFM WYSIWYG
On 26/02/2014 16:19, Support wrote: Anyone, Any hints, direction, help, links anything trying to put a WYSIWYG to new create articles.. I will be appreciated if any one guide me to the right direccion rt 4.2.1 centos 6 Hi David, Sorry I can't help you, but I would like to have this functionality as well!! rt 4.2.3 centos 6.5 -- Regards, Giles Coochey, CCNP, CCNA, CCNAS NetSecSpec Ltd +44 (0) 8444 780677 +44 (0) 7983 877438 http://www.coochey.net http://www.netsecspec.co.uk gi...@coochey.net smime.p7s Description: S/MIME Cryptographic Signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
Hi Simon, There is an updated version: https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips?source=c Von meinem iPhone gesendet > Am 27.02.2014 um 09:55 schrieb Simon Wilcox : > > Hi, > > That looks promising but no indication that it works with 4.x. > > I'm not very familiar with RT's extension mechanisms, should I expect > something targeting 3.x to work seamlessly on 4.x ? > > Simon. > >> On 27/02/2014 07:13, Torsten Brumm wrote: >> Try RT-Extension-QueueDeactivatedScrips. Search inside Github. > > > -- > RT Training London, March 19-20 and Dallas May 20-21 > http://bestpractical.com/training -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] articles RTFM WYSIWYG
Giles Coochey ha scritto: > On 26/02/2014 16:19, Support wrote: >> Anyone, >> >> Any hints, direction, help, links anything trying to put a WYSIWYG to >> new create articles.. >> >> I will be appreciated if any one guide me to the right direccion >> >> rt 4.2.1 >> centos 6 > Hi David, > > Sorry I can't help you, but I would like to have this functionality as > well!! > > rt 4.2.3 > centos 6.5 > +1 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
On Thu, Feb 27, 2014 at 11:57:01AM +0100, Torsten Brumm wrote: >Hi Simon, >There is an updated version: >https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips?source=c All of the functionality of this extension should already be in core in 4.2, so I'm not sure of the relevance here. -kevin pgphhbW2i_qdi.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] [rt-announce] Assets 1.0 released
Assets 1.0 -- 2014-02-27 We are very happy to announce the first version of RT::Extension::Assets, an asset tracking extension for RT 4.2.1 and above. The extension leverages RT's custom field architecture, making it a very flexible platform for tracking whatever type of asset data you need to record. It also comes with some roles and rights to allow you to assign assets and manage access permissions. http://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.0.tar.gz http://download.bestpractical.com/pub/rt/release/RT-Extension-Assets-1.0.tar.gz.asc SHA1 sums 8a57147608d5fd70c2148b69ead439a20358ae7a RT-Extension-Assets-1.0.tar.gz c8b3e057ceef5f91069e8d4cfc4bf93cff036b41 RT-Extension-Assets-1.0.tar.gz.asc - Alex ___ rt-announce mailing list rt-annou...@lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
On Wed, Feb 26, 2014 at 07:37:27PM +, Simon Wilcox wrote: > I'm setting up a new lifecycle to manage our change request process > and I'm seeing some odd behaviour which I'm sure is something > obvious. > > The lifecycle is pasted below. The straight line path seems to work > OK but whenever I try to transition from "assessed" to anything > other than "authorised" I get an error that says I can't change from > assessed to, say, assessment and the history indicates that it has Making a sample RT with your Config (wrapped in Set(%Lifecycles, yourconfig) and a queue with that Lifecycle, I can click on a ticket after creation and change the statuses from assessed to assessment without error. You'll need to provide more details about your eror. > I think I have found the culprit - there's a load of Global Scrips > (probably hangovers from our original 3.x install, we're now on > 4.2.2 via 4.0.8) and one of those is "On Correspond Open Tickets" - > I think this is possibly running and getting confused as there's no > Open state in this lifecycle. > > So new question - is there an easy way to migrate these 14 Global > Scrips down to specific queues, or can I stop them running on a > specific queue ? Click on Admin -> Scrips -> Scrip Name click on Applies To Unselect it globally, assign to relevant queues. Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it moves it to the first active status, so your 'open' is leaking from somewhere else, presumably another scrip with more custom code. -kevin pgp41rbHlOcgk.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] SLA Extension config problems while manipulating due date
On Thu, Feb 27, 2014 at 10:58:48AM +0100, Andrea Zimmerli wrote:
>Hi,
>
>I'm using RT 3.8.17 and installed RT::Extension::SLA 0.07, currently
> testing it.
>When I set a ticket status to "Stalled" the due date gets unset, and this
> is what I want.
>
>However, when I set the ticket status back to "open", the due date is set
> back
>to the original value, it may correspond already to a past date.
>
>Do you know if there is a way to have the due date set automatically
>to a time in future, i.e. now+QueuePriority?
>Response => { RealMinutes => 60*1 , IgnoreOnStatuses => ['stalled'] },
Looking at the docs for IgnoreOnStatuses, there's a NOTE that
addresses what you want.
https://metacpan.org/source/TSIBLEY/RT-Extension-SLA-0.07/README#L240
Unfortunately, the answer is no without further enhancement of the SLA
extension.
-kevin
pgpdpg99k5II5.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
On Tue, Feb 25, 2014 at 02:47:05PM -0800, Justin Killen wrote: > > 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. Reminders are tickets. You're telling the lifecycle what status to set the status of the reminder to. It's possible that piece could be clearer, it was added to address issues exactly like yours. > 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'. If you've changed the config from resolved, I find it hard to understand why RT would still try to resolve. Please show a simple up-to-date lifecycle configuration and provide replication steps to see the problem so others can test. -kevin pgppKDrNPqnSg.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Show total number of Saved Search tickets
On Tue, Feb 25, 2014 at 06:45:43PM -0800, Steven1011 wrote: > 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). While useful, this would also likely be hugely impactful on front page load (think about someone like me who has 30+ saved searches in that portlet). Looking at the code, executing that search would be... interesting (there's no real support for what you want to do). You may find that for your bosses, building a series of saved charts and turning off the graphic and just having the table show and putting those on a dasboard (or their homepage) will show the results well enough to solve your problems. -kevin pgpfLap8a_u3R.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Question about Article searches
Hi! This may be a dumb question, but i am honestly exhausted trying to figure this out. In my Articles I have set up a field for content, where most of the interesting stuff is written down. The quick search field up to the right when you're browsing articles, it searches title and description but not these custom fields. Can I add my fields to this quick search? I have been using RT for a long time, but this is one thing that's bugged me. And I've been doing all the research I can think of to shed some light on this, but it doesn't seem to be something most users are conserned with? Emil -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Question about Article searches
Oh, and in keeping with best pratices i should ofcourse tell you something about my environment. Totally forgot, sorry :) I've been using v3 for a long time, and I'm currently trying out 4.0.2 and that's why I'm looking into this again. I've found Googleish from 2008, is this the right track to get wikifield-quicksearch going? Emil Hi! This may be a dumb question, but i am honestly exhausted trying to figure this out. In my Articles I have set up a field for content, where most of the interesting stuff is written down. The quick search field up to the right when you're browsing articles, it searches title and description but not these custom fields. Can I add my fields to this quick search? I have been using RT for a long time, but this is one thing that's bugged me. And I've been doing all the research I can think of to shed some light on this, but it doesn't seem to be something most users are conserned with? Emil -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
On 27/02/2014 21:24, Kevin Falcone wrote:
Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it
moves it to the first active status, so your 'open' is leaking from
somewhere else, presumably another scrip with more custom code.
Yes - we appear to have a Global Scrip (On Correspond Open Tickets) that
re-opens the ticket exactly as you describe (authorised is the first
active status in the transition list for assessed, n.b. not the first in
the active list[1])
I think I need to move all the Scrips from Global to Queue based and
then allocate them out to each queue individually.
I can't seem to find a facility to turn a Global Scrip off on a
per-queue basis.
Simon.
[1] Extract from previous:
changerequest => {
initial => [ 'new' ],
active => [ 'assessment', 'assessed', 'authorised',
'implementation', 'review'],
inactive=> [ 'closed', 'rejected_by_cm',
'rejected_by_cab', 'deleted' ],
transitions => {
'' => [qw(new assessment)],
# from=> [ to list ],
new => [qw(assessment assessed rejected_by_cm
deleted)],
assessment=> [qw(assessed rejected_by_cm deleted)],
assessed => [qw(authorised assessment
rejected_by_cm rejected_by_cab)],
authorised=> [qw(implementation review)],
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
On Fri, Feb 28, 2014 at 12:07:18AM +, Simon Wilcox wrote: > On 27/02/2014 21:24, Kevin Falcone wrote: > >>Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it > >>moves it to the first active status, so your 'open' is leaking from > >>somewhere else, presumably another scrip with more custom code. > >> > > Yes - we appear to have a Global Scrip (On Correspond Open Tickets) > that re-opens the ticket exactly as you describe (authorised is the > first active status in the transition list for assessed, n.b. not > the first in the active list[1]) You can read the documentation for that Scrip Action to understand how it works. http://bestpractical.com/docs/rt/latest/RT/Action/AutoOpen.html > I think I need to move all the Scrips from Global to Queue based and > then allocate them out to each queue individually. > > I can't seem to find a facility to turn a Global Scrip off on a > per-queue basis. You must have missed this in my previous email. Click on Admin -> Scrips -> Scrip Name click on Applies To Unselect it globally, assign to relevant queues. -kevin pgp9OGCbm3Lqh.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Is this a bug? On subject change.
Hi, When I change the 'subject' of ticket on correspondence,new ticket is created or the message goes to the different ticket even there was no authority to create or reply in that queue. Example; [support #100]a to bb became new ticket 'bb' on support queue [support #100]a to [support #50]a is added to the ticket on which its id is 50 [support #100]a to [support #100]bb doesn't cause problem. Does Request Tracker recognize consistency of ticket from it "ticket id" on subject?Not header or something? Can I not show the ticket id from the user,without digging to the source code? Hajime -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Is it possible to delete 'reply' button?
Hi, Is it possible to not show 'reply' button when the $TransactionObj->Type is 'Comment'? When mistakenly push 'reply' on Comment, every previous comments are added on default 'reply' page which could cause some severe problem. Hajime <>-- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Show total number of Saved Search tickets
Thanks for that! I done what you suggested. I removed the charts (by selecting 'Pie' chart and making it 1 px which removed the chart). Looks even better now. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Show-total-number-of-Saved-Search-tickets-tp56763p56790.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
