[rt-users] RT 4.2.12 upgrade not sending email out....

[Gary Greene]

After a recent upgrade to 4.2.12, RT doesn’t seem to be sending out emails. It 
accepts them in, but we don’t get any acknowledgement emails, nor 
correspondences.

I need a way to debug this to pin-point the issue, thanks.

--
Gary L. Greene, Jr.
Sr. Systems Administrator
IT Operations
Minerva Networks, Inc.
Cell: +1 (650) 704-6633






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[rt-users] Display custom fields in a ticket

[Jeffrey Pilant]

Joop wrote:

> In 4.2 BP introduced the concept of CustomFieldGrouping where you can

> add CFs to other metadata blocks like Dates or People thats why

> ShowSummary is different.

> Could it be that the configuration variable todo wiht CF-Grouping has

> been modified (incorrectly)??
>
> Joop

That probably explains it.  Here is the substance of my RT_SiteConfig.pm file:
  Set($rtname, 'X.COM');
  Set($WebDomain, 'X');
  Set(@ReferrerWhitelist, qw(AAA.BBB.CCC.DDD:80 X:80 x:80));
  Set($WebPath, "/rt");

We don't use the email side at all (the server cannot even send mail), only the 
web side.

Can you give me the CustomFieldGrouping I need?  We have CF's of the following 
patterns:
  LookupType  #  Name  Added   Type   Pattern  Status
  Articles#  CFXX  Z   Enabled
  Articles#  CFXX, YY  Z   Enabled
  Tickets #  CFXX  Z  [WWW]Enabled
  Tickets #  CFXX  Z   Enabled
  Tickets #  CFGlobal  Z  [WWW]Enabled
  Tickets #  CFGlobal  Z   Enabled
With a total of 5 article and 20 ticket CFs.  Two of the latter are test 
entries.

The RT_Config.pm suggests something of the form:
  Set(%CustomFieldGroupings,
  'RT::Ticket' => [
  'Grouping Name' => ['CF Name', 'Another CF'],
  'Another Grouping'  => ['Some CF'],
  'Dates' => ['Shipped date'],
  ],
  'RT::User' => [
  'Phones' => ['Fax number'],
  ],
  );

If I have to add to a predefined group, I would like to add to "Basics".

After adding to RT_SiteConfig.pm, I will bounce the web server to verify.

Thanks for your assistance.

/jeff



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Re: [rt-users] Display custom fields in a ticket

[Joop]

On 29-3-2016 2:09, Jeffrey Pilant wrote:
>
> Joop wrote:
>
> > Jeffrey Pilant wrote:
>
> > >/Could this be a customization of the old system?  If so, what files
> would exist /
>
> /> > to hold the customization?  [I know there is an overload
> mechanism, and maybe some /
>
> /> > config stuff, but I don't recall the details.]  If I could locate
> the old file set /
>
> /> > and look at those files, maybe it will give me an idea to try./
>
> >/ /
>
> > Possible but it could be hidden or it could be obvious.
>
> > If its done well than the customisation should be done in the
>
> > /opt/rt4/local/ tree and it would survive updates. Now its probably not
>
> > a plugin so you could skip looking at the plugins folder but you never
>
> > know. Do you run plugins?
>
> > Anything in the 'lib' or 'html' folder may overrule the same file from
>
> > /opt/rt4/{lib|html} and anything in the callback folder can add/overrule
>
> > parts or anything using the callback mechanism built into RT
>
> > So is anything in it in the old system?
>
> > If it isn't done nicely then things get tricky. Source files can be
>
> > altered directly and finding them could involve getting a diff between
>
> > whats installed now and how a pristine installed tree looks like.
>
> > Looking at modified dates might also be a way to find diffs.
>
> > 
>
> > Lets see how far we get this time :-)
>
> > 
>
> > Joop
>
>  
>
> I think I have some customized old system files.  I don’t have any
> .../local file
>
> Overrides in the 3.8.4 system.  But based on your info, I found the file
>
> Ticket/Elements/ShowSummary
>
> Which looked to be customized (or at least it shows the text “Custom
> Fields”.
>
I also run an old RT install (3.8) and that is how the ShowSummary
should look.

>  
>
> Comparing the two, it is clear that the 4.2.10 version does not have
> these Fields as part of the file.  Below is a DOS diff, showing the
> differences of between the files.  Can you tell me what file(s) I need
> to create to make a local override in the new system, and what you
> suggest for the contents?  The new system is a clean install, so the
> files should be default values.  Also, what other files do I need to
> look at for these custom fields?  I.e., ticked edit, self-service,
> others
>
>
In 4.2 BP introduced the concept of CustomFieldGrouping where you can
add CFs to other metadata blocks like Dates or People thats why
ShowSummary is different.
Could it be that the configuration variable todo wiht CF-Grouping has
been modified (incorrectly)??

Joop


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Re: [rt-users] Automated time tracking

[Jim Brandt]

On 3/29/16 2:34 PM, Barton Chittenden wrote:

Jim,

I looked at
https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt, but
I didn't explicitly see anything that tracked how long the browser
session containing the ticket had been open, which is what I really want.



Ah, I see. Yeah, it's one more click to open the timer window.


On Tue, Mar 29, 2016 at 2:18 PM, Jim Brandt > wrote:

Hi Barton,

RT 4.4 added a pop-up ticket timer. Is that what you're looking for?

This blog post has a screenshot:

https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt

Jim


On 3/29/16 2:14 PM, Barton Chittenden wrote:

I was wondering if anyone knows of plugins that would allow for
automatic tracking of time worked. There seem to be several
plugins that
create different interfaces for manually entering time (see

https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules),
but I'm looking for something more like https://toggl.com/ -- a
wrapper
around a javascript timer that will dump into the ticket's time
worked.

Has anyone developed anything like that?

Thanks,

---Barton


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Re: [rt-users] User not getting the webpath in links

[Joop]

On 29-3-2016 18:00, Luke Hopkins wrote:
> Has anyone encountered this issue before?  Am I not providing enough
> information to make the issue clear?
>
> On 24/03/2016 17:25, Luke Hopkins wrote:
>>
>> I recently upgraded my database from 4.0.4 to 4.4.0.  Everything works
>> fine except for one user who doesn't get the right links. Whenever the
>> user clicks on a queue all tickets have the format:
>>
>> '  __id__/TITLE:#',
>>
>> while every other user has the correct format of:
>>
>> '> href="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#',
>>
>>
>> This cause the user to get a 503 whenever they click a link because the
>> WebPath is missing.
>>
>> I can change the format but it always reverts back when I leave the
>> query.  How do I get this to get the correct format each time.
I think I have seen this before on the list. Think has something todo
with a search that is in the attributes table and thus part of the users
profile.
There is a rt-attributes-viewer command that will show you the decoded
content. Find all the records of that user and run the searches through
this tool to see which one it is. There is also an editor tool.

Regards,

Joop

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Re: [rt-users] Automated time tracking

[Barton Chittenden]

Jim,

I looked at
https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt, but I
didn't explicitly see anything that tracked how long the browser session
containing the ticket had been open, which is what I really want.

On Tue, Mar 29, 2016 at 2:18 PM, Jim Brandt 
wrote:

> Hi Barton,
>
> RT 4.4 added a pop-up ticket timer. Is that what you're looking for?
>
> This blog post has a screenshot:
>
> https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt
>
> Jim
>
>
> On 3/29/16 2:14 PM, Barton Chittenden wrote:
>
>> I was wondering if anyone knows of plugins that would allow for
>> automatic tracking of time worked. There seem to be several plugins that
>> create different interfaces for manually entering time (see
>> https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules
>> ),
>> but I'm looking for something more like https://toggl.com/ -- a wrapper
>> around a javascript timer that will dump into the ticket's time worked.
>>
>> Has anyone developed anything like that?
>>
>> Thanks,
>>
>> ---Barton
>>
>>
>> -
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>>
>> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>
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Re: [rt-users] Automated time tracking

[k...@rice.edu]

On Tue, Mar 29, 2016 at 02:14:01PM -0400, Barton Chittenden wrote:
> I was wondering if anyone knows of plugins that would allow for automatic
> tracking of time worked. There seem to be several plugins that create
> different interfaces for manually entering time (see
> https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules),
> but I'm looking for something more like https://toggl.com/ -- a wrapper
> around a javascript timer that will dump into the ticket's time worked.
> 
> Has anyone developed anything like that?
> 
> Thanks,
> 
> ---Barton


Hi Barton,

I believe that RT 4.4 includes that functionality.

Regards,
Ken
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Re: [rt-users] Automated time tracking

[Jim Brandt]

Hi Barton,

RT 4.4 added a pop-up ticket timer. Is that what you're looking for?

This blog post has a screenshot:

https://bestpractical.com/blog/2016/3/improved-time-tracking-in-rt

Jim

On 3/29/16 2:14 PM, Barton Chittenden wrote:

I was wondering if anyone knows of plugins that would allow for
automatic tracking of time worked. There seem to be several plugins that
create different interfaces for manually entering time (see
https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules),
but I'm looking for something more like https://toggl.com/ -- a wrapper
around a javascript timer that will dump into the ticket's time worked.

Has anyone developed anything like that?

Thanks,

---Barton


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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
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RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
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[rt-users] Automated time tracking

[Barton Chittenden]

I was wondering if anyone knows of plugins that would allow for automatic
tracking of time worked. There seem to be several plugins that create
different interfaces for manually entering time (see
https://metacpan.org/search?q=RT%3A%3AExtension+time_type=modules),
but I'm looking for something more like https://toggl.com/ -- a wrapper
around a javascript timer that will dump into the ticket's time worked.

Has anyone developed anything like that?

Thanks,

---Barton
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Re: [rt-users] Customizing the New ticket page on the RT Self service portal

[Parish, Brent]

There’s probably other ways, but this is what we do:

Per the recommended method of altering RT code, copy 
share/html/SelfService/CreateTicketInQueue.html to 
local/html/SelfService/CreateTicketInQueue.html  (create the path first if it 
does not already exist, and be sure not to overwrite your customized 
CreateTicketInQueue.html if it is already in that local/…  path!)
   (see http://requesttracker.wikia.com/wiki/CustomizingWithLocalDir for 
details on customizing code in this way)

What changed the actual layout was the table style (qlist).
For this style to take effect, create a style sheet in local/static/css  (e.g. 
local/static/css/norseman.css).
   (see the official docs here 
https://docs.bestpractical.com/rt/4.4.0/customizing/styling_rt.html for details)

Tweak these to whatever looks good to you, this is our style sheet:

/*
*
*CUSTOM CSS STYLES FOR RT
*
*/

/*  SELF SERVICE PAGE LAYOUTS  */

/*  THIN BORDERS GROUPING FORM ELEMENTS/SECTIONS TOGETHER  */
td.tblbdr { border: solid #bb 1px; }

/*  THE TEXT (INSTRUCTIONS) UNDERNEATH EACH FORM ELEMENT/INPUT  */
td.helptext {
   color: #44;
   font-style: italic;
}

/*  LIST OF QUEUES TO CREATE A NEW TICKET IN, ON SelfService PAGE  */
table.qlist { border-style: none; }

/*  STYLE THE NAME OF THE QUEUE ON THIS "NEW TICKET IN ..." PAGE  */
/*   GENERIC (BOTH  AND  TAGS)  */
.qname {
   color: blue;
   font-weight: bold;
}
/*   APPLIES TO THE  TAG  */
td.qname { padding: 7px; }
/*   APPLIES TO THE  TAG  */
td.qname a:visited { color: blue; }

/*  FORCES TWO COLUMN (NEW TICKET) FORMS TO PUSH THE COLUMNS FURTHER APART  */
td.empty {
   width: 60px;
   overflow: hidden;
   display: inline-block;
   white-space: nowrap;
}

/*  FOR [Mandatory] CUSTOM FIELDS, CHANGE FORMATTING:  */
.requiredfield {
   color: #aa;
   font-style: italic;
}

/*  LEFT ALIGNED LABEL  */
.labelleft {
   .label
   text-align: left;
}


Have RT load that file via something like this in your RT_SiteConfig.pm file:
Set( @CSSFiles, ('norseman.css') );


Here is how we modified the CreateTicketInQueue.html file.
Only the style references are necessary, the rest is added code that looks in 
local/html/SelfService for html files that match the names of your queues.
If it finds one (e.g. Helpdesk.html, or whatever), it will load that customized 
page display in lieu of the generic ‘new ticket’ page.
We did this because some of our queues required extra text (helpful 
instructions) and page layout.

# diff -u /opt/rt4/share/html/SelfService/CreateTicketInQueue.html  
CreateTicketInQueue.html
--- /opt/rt4/share/html/SelfService/CreateTicketInQueue.html2015-06-19 
22:44:32.956890832 -0400
+++ CreateTicketInQueue.html2015-05-15 12:33:16.806628404 -0400
@@ -47,16 +47,21 @@
%# END BPS TAGGED BLOCK }}}
<& Elements/Header, Title => loc("Create a ticket") &>
-<&|/l&>Select a queue for your new ticket
+<&|/l&>Please select a queue (department) for your new ticket
-
+
% while (my $queue = $queues->Next) {
 % next unless $queue->CurrentUserHasRight('CreateTicket');
-<%$queue->Name%>
-<%$queue->Description%>
+% my $QueueName = $queue->Name;
+% if (-e "/opt/rt4/local/html/SelfService/$QueueName.html") {
+<%$queue->Name%>
+% } else {
+<%$queue->Name%>
% }
-
+<%$queue->Description%>
+% }
+
<%init>
my $queues = RT::Queues->new($session{'CurrentUser'});
$queues->UnLimit;




From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Robert Deptuch
Sent: Tuesday, March 29, 2016 12:18 PM
To: 'rt-users@lists.bestpractical.com' 
Subject: [rt-users] Customizing the New ticket page on the RT Self service 
portal

I am trying to figure out when logged into the RT self service portal, if I can 
modify the way the list of Queues shows up when creating a new ticket? By 
default the Queue name and description are cluttered together, and have the 
same font size/color making it a little less user friendly then I would like. I 
would like to either modify the spacing so its not so cluttered, change the 
font size or color for the Queue name so it stands out better, or both. If 
anyone know if this is even possible or not before I get to time invested into 
it, I would greatly appreciate your knowledge.

I am using RT 4.2.9 currently.

Thanks.

[http://media.norseman.ca/Email/Signatures/NG/NI.jpg]

Robert Deptuch
Technical Support Analyst
3815 Wanuskewin Road
Saskatoon, SK, S7P 1A4
T:(306) 385-2735  F:(306) 249-1889
C:(306) 291-4409 TF:(888) 457-2004
rdept...@norseman.ca  
norseman.ca


The information in this e-mail and any attachments are privileged and 
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strictly prohibited. 

[rt-users] Customizing the New ticket page on the RT Self service portal

[Robert Deptuch]

I am trying to figure out when logged into the RT self service portal, if I can 
modify the way the list of Queues shows up when creating a new ticket? By 
default the Queue name and description are cluttered together, and have the 
same font size/color making it a little less user friendly then I would like. I 
would like to either modify the spacing so its not so cluttered, change the 
font size or color for the Queue name so it stands out better, or both. If 
anyone know if this is even possible or not before I get to time invested into 
it, I would greatly appreciate your knowledge.

I am using RT 4.2.9 currently.

Thanks.


[http://media.norseman.ca/Email/Signatures/NG/NI.jpg]
Robert Deptuch
Technical Support Analyst
3815 Wanuskewin Road
Saskatoon, SK, S7P 1A4
T:(306) 385-2735  F:(306) 249-1889
C:(306) 291-4409 TF:(888) 457-2004
rdept...@norseman.ca  norseman.ca

The information in this e-mail and any attachments are privileged and 
confidential and for the intended recipient(s) only. Any unauthorized use is 
strictly prohibited. If you have received this e-mail in error, or are not an 
intended recipient, please notify the sender and delete or destroy all copies 
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Re: [rt-users] User not getting the webpath in links

[Luke Hopkins]

Has anyone encountered this issue before?  Am I not providing enough 
information to make the issue clear?


On 24/03/2016 17:25, Luke Hopkins wrote:


I recently upgraded my database from 4.0.4 to 4.4.0.  Everything works
fine except for one user who doesn't get the right links. Whenever the
user clicks on a queue all tickets have the format:

'  __id__/TITLE:#',

while every other user has the correct format of:

'__id__/TITLE:#',

This cause the user to get a 503 whenever they click a link because the
WebPath is missing.

I can change the format but it always reverts back when I leave the
query.  How do I get this to get the correct format each time.

Every other user gets the correct links.

Luke



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[rt-users] Changing ticket shape/format

[Primoz Jeroncic]

Hi guys

I'm trying to find this on web (wiki, docs...) but with no luck.
Currently our ticket look like default RT ticket, [domain.com #],
but it's obviously too much for certain people to comprehend this and
include whole ticket in subject, so instead of replying to already
opened ticket, we are getting new tickets with every new mail, as they
"forget" to include brackets, or domain or they "invent" whole new
format of existing ticket.
To make thing easier even for most brain dead people, I would like to
change ticket from [domain.com #] to something more simple, like
XY#. No brackets, no spaces, no domains just simple two or 3 letters
following by (hash)number.
Any suggestion where and how this could be done, would be greatly
appreciated.
I know I shouldn't do this, as I remove any connection with old tickets,
so once mail comes with old ticket id, it will create new ticket, but I
can live with this. I can manually find and merge those few newly
created tickets which would refer to old ones, and even if not, it won't
be end of the world, as it's certainly less annoying then manually
merging endless amount of tickets every day, as some people can't leave
subject line intact.

Thanks for all the help!
-- 
br,
Primoz



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[rt-users] API for ticket forwarding

[Paris Liakos]

It seems that its not possible to forward a ticket with its history and 
attachments through REST API. (i could not find anything in either 
documentation or code).


Is there any other API for this besides the web interface?

Paris
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[rt-users] hotmail address requester does not get email notifications if reply sent via a mail client

[Sunny]

Hi all,

I'm experiencing an issue with a particular queue where by a Hotmail 
address requester does not get email notifications if their ticket is 
replied to via a mail client - RT gets updated with the reply but it 
doesn't send out an email to the requester. If the same ticket is 
replied to via RT web the Hotmail address requester does receive a reply 
- again RT gets updated with the reply but this time it does send out an 
email to the requester.


It's only to Hotmail addresses where I see this issue, gmail and our 
domain is fine.


The setup of the queue (example)...

Queue name = queue1
Reply Address = que...@xyz.org

The actual queue email address is que...@abc.org
que...@xyz.org forwards to que...@abc.org which then goes into RT at 
r...@helpdesk.abc.org


If I change the reply address from que...@xyz.org to que...@abc.org the 
RT gets updated and the hotmail address requester receives the reply, 
however, I need the reply address to be que...@xyz.org.


Any suggestions?

Thanks
Regards
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