Re: [rt-users] Is this a bug? On subject change.
On Fri, Feb 28, 2014 at 11:55:22AM +0900, Hajime Takase wrote: >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? If by 'change the subject' you mean remove RT's subject tag and reply from an external email client, then no, that isn't a bug, that's breaking RT's preferred mechanism for tracking tickets. >Can I not show the ticket id from the user,without digging to the source > code? You have to dig into the source. -kevin pgp7SJN8BYA7C.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Question about Article searches
On Thu, Feb 27, 2014 at 10:47:37PM +, Emil Støa wrote: >Oh, and in keeping with best pratices i should ofcourse tell you something > about my >environment. Totally forgot, sorry J 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? Googleish (renamed to Simple) is RT's Ticket Searching mechanism. Unlikely to help with Articles. >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? The quick search just submits the search form for you, with a shortcut into the Name and Description. If you use some JS or something else to also set Article~ or Content~ it should do what you want. -kevin pgp2pjC0QzREE.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 Fri, Feb 28, 2014 at 09:36:24AM +0100, Pablo Fernandez wrote: >The Reponse type is nice and dynamic... but the Resolve type is very > static: either the ticket >original due date, or nothing. >It would be ideal to make it $ticket->CreatedObj->Unix + > TIME_SPENT_IN_IGNORED_STATES. > >Is there a way we can query how much time did a ticket spend in one state? >(this is probably a question for the rt-devel list, I will subscribe if > needed) That information is in the transaction table, you would have to walk $Ticket->Transactions looking for Status changes in and out of the ignored states and calculating. Obviously this could be expensive, so some form of caching is more common (but this would require either an Attribute or another Custom Field). In theory, it sounds like a nice feature, but I worry at the implementation. -kevin pgphGHJRl5cFk.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Bad URL formation after search a ticket
On Fri, Feb 28, 2014 at 08:49:10AM +, GARCIA PEREZ, Alberto (Alberto)** CTR ** wrote: >I have just upgrade de RT from 3.6.6 to 4.0.4 > >I have an issue with a bad formation in the URL when I search for some > tickets. > >To reproduce the issue, I search a ticket or use the quick search. Then I > click on the ticket >title and I can't go into the ticket. > >My correct URL is: http://159.23.30.240/rt/Ticket/Display.html?id=3638 > >But it shows: http://159.23.30.240/Ticket/Display.html?id=3638 > >Do you know where is the problem? When you filed this as a bug, I said You don't show your config, but your Web* Config options likely have an error. Without the information, all we could do is guess. -kevin pgpVeeS2zYEOf.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Action to delay the Due Date
On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote: > I was wondering... is there a way I can delay (a fixed amount of time) > the Due Date on all tickets that match some criteria (like being in > stalled state)? > I was thinking of using rt-crontool for that task as a sort of way to > "park" tickets (a cron job that runs every hour and delays 1 hour all > stalled tickets). Sounds like you want rt-crontool? http://bestpractical.com/docs/rt/latest/rt-crontool.html http://bestpractical.com/docs/rt/latest/automating_rt.html -kevin pgptCiY3wC9yq.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] occasional LDAP_INVALID_CREDENTIALS 49
On Fri, Feb 28, 2014 at 02:02:58PM +0100, Marko Cupać wrote: > Every now and then I can't log into rt, and I see the following > critical error: > > [3824] [Fri Feb 28 12:54:02 2014] [critical]: > RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind: > LDAP_INVALID_CREDENTIALS 49 > (/usr/local/share/rt42/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:632) > [3824] [Fri Feb 28 12:54:02 2014] [error]: FAILED LOGIN for pacija from > 10.20.4.64 (/usr/local/lib/perl5/site_perl/5.16/RT/Interface/Web.pm:814) > > After some time the problem misteriously disappears the same way it > appeared. > > What could be the problem? So, the remote LDAP server rejects your authentication credentials, causing an error to be logged in RT. All RT knows is that something is wrong in the LDAP server, it can't know anything else. What happened when you looked at logs in the LDAP server? -kevin pgp3P7aexU_aZ.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Auto Reply to Requestors and CCs
On Sat, Mar 01, 2014 at 05:34:51PM +, Simon Wilcox wrote: > I created a new Scrip, On Create Autoreply to All which used the new > Autoreply To All action instead of Autoreply To Requestor. I assume you also have http://bestpractical.com/docs/rt/latest/RT_Config.html#ParseNewMessageForTicketCcs enabled. > It all works but I have two questions: > > 1. The Autoreply to Requestor action passes through "Requestors" as > a parameter but the module doesn't seem to use it, what does it do ? For your action, the only thing it really does is get passed to your Template as $Argument For most Notify (rather than Autoreply) actions, it's used to determine who to notify. > 2. Was there an easier way to achieve what I wanted ? Autoreply is specifically designed to always send the Requestor email (normal Notify actions would not reply to the requestor) so it's the closest to what you want. -kevin pgpANOmIt6t7K.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] MySQL Naitive Full-Text Indexing
Hi, According to the RT 4.2 docs, MySQL does not support native full-text indexing: http://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html#MYSQL According to the MySQL docs, there is support for full-text indexing for both MYISAM and InnoDB tables as of MySQL 5.6: http://dev.mysql.com/doc/refman/5.6/en/fulltext-search.html MySQL 5.6 was released initially in 2011, and fully in February of 2013, just over a year ago. I think it's safe to say that it's stable at this point. Has there been any development towards using the build-in MySQL full-text indexing for RT? -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] MySQL Naitive Full-Text Indexing
On 3/3/14 2:58 PM, Tim Gustafson wrote: Hi, According to the RT 4.2 docs, MySQL does not support native full-text indexing: http://www.bestpractical.com/docs/rt/4.2/full_text_indexing.html#MYSQL According to the MySQL docs, there is support for full-text indexing for both MYISAM and InnoDB tables as of MySQL 5.6: http://dev.mysql.com/doc/refman/5.6/en/fulltext-search.html MySQL 5.6 was released initially in 2011, and fully in February of 2013, just over a year ago. I think it's safe to say that it's stable at this point. Has there been any development towards using the build-in MySQL full-text indexing for RT? From what I can see there, the native full-text indexing still doesn't support BLOBs, which is a key blocker as Tom has mentioned: http://www.gossamer-threads.com/lists/rt/users/114057#114057 -- -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] MySQL Naitive Full-Text Indexing
> From what I can see there, the native full-text indexing still doesn't > support BLOBs, which is a key blocker as Tom has mentioned: Bummer; I forgot that the Attachments table used BLOB columns. :\ Thanks for reminding me though! :) -- Tim Gustafson t...@ucsc.edu 831-459-5354 Baskin Engineering, Room 313A -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Auto Reply to Requestors and CCs
On 03/03/2014 19:50, Kevin Falcone wrote: On Sat, Mar 01, 2014 at 05:34:51PM +, Simon Wilcox wrote: I created a new Scrip, On Create Autoreply to All which used the new Autoreply To All action instead of Autoreply To Requestor. I assume you also have http://bestpractical.com/docs/rt/latest/RT_Config.html#ParseNewMessageForTicketCcs enabled. Indeed yes, a very handy feature. The addition in 4.x of suggesting additional CCs on the People page is also very useful. It all works but I have two questions: 1. The Autoreply to Requestor action passes through "Requestors" as a parameter but the module doesn't seem to use it, what does it do ? For your action, the only thing it really does is get passed to your Template as $Argument For most Notify (rather than Autoreply) actions, it's used to determine who to notify. Ah right, thank you for the clarification. 2. Was there an easier way to achieve what I wanted ? Autoreply is specifically designed to always send the Requestor email (normal Notify actions would not reply to the requestor) so it's the closest to what you want. Great - glad to know I didn't miss some obvious checkbox :-) Simon. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] Set Time Worked to display in Hours on search results
I've searched around but haven't found a definitive answer to this. How can I set the "Time Worked" to display in Hours on search results the way "Time Left" does? Any help is very much appreciated. Thanks -- View this message in context: http://requesttracker.8502.n7.nabble.com/Set-Time-Worked-to-display-in-Hours-on-search-results-tp56819.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] Action to delay the Due Date
Yes, that's what I thought! But among the actions, I did not find any to change the due date (and neither in the two links ) Any hints on how to do that? Thanks! BR/Pablo On Mar 3, 2014 8:40 PM, Kevin Falcone wrote: On Fri, Feb 28, 2014 at 11:58:27AM +0100, Pablo Fernandez wrote: > I was wondering... is there a way I can delay (a fixed amount of time) > the Due Date on all tickets that match some criteria (like being in > stalled state)? > I was thinking of using rt-crontool for that task as a sort of way to > "park" tickets (a cron job that runs every hour and delays 1 hour all > stalled tickets). Sounds like you want rt-crontool? http://bestpractical.com/docs/rt/latest/rt-crontool.html http://bestpractical.com/docs/rt/latest/automating_rt.html -kevin -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Set Time Worked to display in Hours on search results
On Mon, Mar 03, 2014 at 01:12:18PM -0800, j.hubbard wrote: > I've searched around but haven't found a definitive answer to this. > > How can I set the "Time Worked" to display in Hours on search results the > way "Time Left" does? > > Any help is very much appreciated. Unfortunately, Time Worked and Time Estimated show the 'raw' internal value. For some reason, Time Left uses a friendly display. That's inconsistent and I've filed it as a bug. http://issues.bestpractical.com/Ticket/Display.html?id=29405 The RT__Ticket/ColumnMap should should grow newer friendly versions of Time Worked. You can add one with a callback (or override TimeWorked transparently). Just return $_[0]->TimeWorkedAsString instead of the existing return $_[0]->TimeWorked. -kevin pgpHrGwH1TIbM.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
[rt-users] MySQL Question (joins and stuff)
Hello, I'd never modify the database without the API but I'd like a flattened version of the data as a snapshot every so often for statistical purposes. If I run the following MySQL query I basically get a line for every CustomField Value and it duplicates all the T.* fields while writing new data for the OCFV.* values on each line of course. SELECT T.id,Q.Name,T.Subject,T.Status,T.Created,T.Resolved,CF.Name,OCFV.Content FROM Tickets T, ObjectCustomFieldValues OCFV,CustomFields CF,Queues Q WHERE T.id = OCFV.ObjectID AND OCFV.CustomField = CF.id AND T.Queue = Q.id AND Q.Name = "Incidents" AND T.Status != "abandoned" AND OCFV.Disabled = 0 LIMIT 1000; OUTPUT: id Name Subject Status Created Resolved Name Content 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Constituency EDUNET 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 IP 10.0.0.220 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 CCName 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 ClientName Johnny Appleseed 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 Customer 9877659 16478020 Incidents open resolver - This host is most likely running an open DNS resolver. open 2013-09-19 19:19:41 2013-10-04 16:25:04 PreferredLanguage English What I'd like to do is have the output with the T.* columns like normal and each CF.Name as a column name with the value from OCFV.Content would be desired. I think I know this involves using the right INNER or OUTER or FULL JOIN or sub-queries or something but I'm afraid that's over my head here. I'm familiar with JOINs but not turning a table on it's side. It's either this or have a ridiculous amount of output feed into some ridiculous kludgy script to reformat it. If anyone knows how I could flatten this data so a snapshot of each ticket (within a date range based on Tickets.Created or Tickets.Resolved) on one line with CF names as columns and CF values as values can be achieved I would really really appreciate it. Failing that if anyone knows of any tips to figure this out (like a primer on turning tables on their side) I'd appreciate any advice you can give me. :-D -- Landon Stewart :: lstew...@iweb.com Lead Specialist, Abuse and Security Management Spécialiste principal, gestion des abus et sécurité http://iweb.com :: +1 (888) 909-4932 -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Is it possible to delete 'reply' button?
Maciej, Thank you! 2014-03-01 2:44 GMT+09:00 Maciej Dobrzanski : > Hajime, > > > Is it possible to not show 'reply' button when the $TransactionObj->Type > is 'Comment'? > Of course it is possible. In 4.0 you can use ModifyCommand callback from > /Ticket/Elements/ShowTransaction to modify the list of transaction > actions. In this callback you will be able to remove the 'Reply' link using > a regular expression, for example: > > <%INIT> > return unless $TransactionObj->Type eq 'Comment'; > > $$titlebar_cmd =~ s/\[.*?Action=Respond.*?\]//; > > <%ARGS> > $TransactionObj => undef > $titlebar_cmd => undef > > > This won't work with 4.2 though, because ModifyCommand has been removed > and ShowTransaction changed location. You will have to use Default callback > from /Elements/ShowTransaction instead. The callback provides access to > @Actions - an array of hashes representing various actions. Removing the > link will be a matter of looping over the array and removing the right > element (e.g. where class field will be equal to 'reply-link'). > > Maciek > > -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Is this a bug? On subject change.
Kevin, I checked the code and I guess RT check the email title and extract the 'ticket id' using regular expression.Why not using "Reference" or do double check with that? Hajime 2014-03-04 4:31 GMT+09:00 Kevin Falcone : > On Fri, Feb 28, 2014 at 11:55:22AM +0900, Hajime Takase wrote: > >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? > > If by 'change the subject' you mean remove RT's subject tag and reply > from an external email client, then no, that isn't a bug, that's > breaking RT's preferred mechanism for tracking tickets. > > >Can I not show the ticket id from the user,without digging to the > source code? > > You have to dig into the source. > > -kevin > > -- > 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
[rt-users] Send message to every non Privileged users in the Queue
Hi, I have few hundred customers and few groups in the Queue.I want to send the messages to them like 'sales notice' or 'security notice' perhaps with making a new ticket.But apparently I can't add groups to CC when I create ticket. So is there any ways to send message to every non Privileged users in the particular Queue? Hajime -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Kanban / agile workflows?
Chris Herrmann gmail.com> writes: > > Hi guys, > > Just wondering if there are any plugins or ?? That would > facilitate alternative ways of visualising "work > to do" like agile or kanban or ?? > > I'm thinking this could be helpful for teams > and individual users to prioritise their work. Here's something I wrote for my own use: https://github.com/botsie/dirt -- b -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Send message to every non Privileged users in the Queue
Hajime, You can create a group and then write a scrip to search that group membership and add them to the cc list. Kenn Sent from my Windows Phone -- From: Hajime Takase Sent: 3/3/2014 10:42 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Send message to every non Privileged users in the Queue Hi, I have few hundred customers and few groups in the Queue.I want to send the messages to them like 'sales notice' or 'security notice' perhaps with making a new ticket.But apparently I can't add groups to CC when I create ticket. So is there any ways to send message to every non Privileged users in the particular Queue? Hajime -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
