Re: [rt-users] The use of $Ticket{'TOP'}->CustomFieldValues($fieldname) with RT::Action::CreateTickets

[Alex Peters]

You need to output "CustomField-$cfname" as the key, not "CF-$cfname".

On Tue, 10 Mar 2015 6:31 pm Landon Stewart  wrote:

> Hello,
>
> It seems that one cannot load the values of a CF with
> $Ticket{'TOP'}->CustomFieldValues($fieldname).  The result is an empty
> variable.  I've confirmed that the foreach works for each of the $cfname in
> the @cflist since I get log entries for them but $cfvs->Next doesn't
> produce a value (nothing is logged).
>
> ===Create-Ticket: Investigation
> {
>   my @cflist = [ 'Customfield1', 'Customfield2', 'etc'];
>   our @CFTEXT;
>   foreach my $cfname (@cflist) {
> RT::Logger->info($cfname);
> my $cfvs = $Tickets{"TOP"}->CustomFieldValues($cfname);
> while (my $cfv = $cfvs->Next) {
>   RT::Logger->info($cfname.": ".$cfv->Content);
>   push @CFTEXT, "CF-".$cfname.": ".$cfv->Content;
> }
>   }
> }
> Queue: Investigations
> Parents: TOP
> Status: open
> { join("\n", @CFTEXT) }
> Content-Type: text/html
> Content:{$Tickets{"TOP"}->Transactions->First->Content}
> ENDOFCONTENT
>
> LOGS from the foreach() (but not from the while()):
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer ID (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Language (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Name (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Email Tech (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Status (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Type (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Status (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Name (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Status (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device O/S (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Control Panel
> (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer DBID (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Country (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Created (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Closed (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Groups (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Ticket Priority
> (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer Managed (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Customer SystemDB (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service DBID (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Price (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Created (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Service Closed (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device DBID (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Created (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Closed (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Type (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Facility (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Bits (template:8)
> [16779] [Tue Mar 10 06:52:53 2015] [info]: Device Addresses (template:8)
>
>
>
> I've also tried loading the CF using
> $Tickets{"TOP"}->LoadCustomFieldByIdentifier($cfname) but this does not
> work either.
>
> Basically I'm waning to copy a list of CFs from $Tickets{'TOP'} to the
> newly created one.
>
> Thank you.
>
> 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
>
>

Re: [rt-users] Do not email user if they are requestor when also admin cc of a queue

[Alex Peters]

On further thought, I realise that a custom condition on the "send email to
Admin CCs" scrip is not a solution—you can only use such a condition to
send either all admin CC emails or none (i.e. you can't send to some admin
CCs and not others this way).

To achieve your desired behaviour without adjusting the ticket's watchers
(i.e. requestor list), you would need to monkey-patch the underlying code
of your RT installation responsible for sending emails.  It has been done
before, and someone has kindly written up something on the wiki about it:

http://requesttracker.wikia.com/wiki/NotificationsTuning

It's not ideal though, because it complicates RT upgrades/migrations and it
also makes RT behave in a manner contrary to its documentation.

I still think that removing your administrator's email address from the
Requestor field of each ticket is the best solution.  By doing this with a
scrip, your administrator wouldn't even need to know that it's happening.
Additionally, if you do any reporting on tickets that requires the
Requestor fields to be complete, you could always write a scrip to re-add
them as a requestor when the ticket is resolved.

What are your thoughts at this time?

On Mon, 2 Mar 2015 at 22:46 Daniel Moore 
wrote:

>  Hi Alex,
>
>
>
> Thank you for the information. The administrator cannot remove themselves
> as a requestor. My code in my example is horribly wrong; however, I believe
> it is pretty close to what I need. I am new to Perl. If someone could
> possibly help me clean up the code where, on submission of the ticket
> transaction (correspond) it checks the requestor email and admin cc email
> against each other and if they are the same then it only sends to the
> requestor. I am putting the code in the script that sends to Admin CCs
> (both queue admin cc and ticket admin cc). I cannot figure out the IF
> statement and validation checks. That seems to be the only acceptable
> solution to me.
>
>
>
>
>
>
>
> V/R,
>
>
>
> *Daniel Moore*
>
> IT Systems Technician
>
> Osborne Wood Products, Inc.
>
> [image: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
>
> P: 706.282.5764
>
> F: 888.777.4304
>
> http://www.osbornewood.com
>
>
>
> *From:* Alex Peters [mailto:a...@peters.net]
> *Sent:* Saturday, February 28, 2015 5:12 PM
> *To:* Daniel Moore; rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Do not email user if they are requestor when
> also admin cc of a queue
>
>
>
> The simplest solution is that the administrator manually removes
> themselves as a requestor when putting in their own tickets.  The simplest
> coding for this solution (unless your administrator is willing to do this
> manually on every ticket creation) is to write a scrip on this queue that
> runs on ticket creation time and manually removes the administrator's
> address if it appears in the list of requestors.
>
>
>
> Let me know if that's not an acceptable solution, and we can work further
> on the scrips that filter the emails.
>
>
>
> On Sun, 1 Mar 2015 at 00:17 Daniel Moore 
> wrote:
>
> Hello,
>
>
>
> I have an administrator here in my department that is a Queue Admin CC but
> he also puts in a lot of tickets for special requests from our contractors.
> He is then the Queue Admin CC and the Requestor. Also, the contractors have
> a group email address that is also the admin cc. Therefore, he ends up
> getting multiple emails for one ticket. I have tried the coding from the
> “Notifications Tuning” that is supposed to limit the emails sent out if
> they are the same for multiple fields; however, that did not work as
> expected.  I fixing the queue and making a new group that includes the
> individual set of contractors so that he doesn’t get emails that way, but
> that’s not what he wants.
>
>
>
> My question is in two parts (Code will be included at the ends):
>
>
>
> 1)  How can perform a custom condition in the scrips for the queue to
> not send an email to admin Cc if his email address matches the requestor?
>
>
>
> OR
>
>
>
> 2)  If I reverse my settings and take him off of admin CC and put him
> back in the group, how can I check for his email address and code it only
> to send one email address ?
>
>
>
>
>
> Here’s the coding for question number one:
>
>
>
> Description: Notify AdminCc only if not Requestor
>
> Condition: User Defined
>
> Action: Notify AdminCcs
>
> Template: Custom
>
>
>
>
>
> Custom Condition:
>
>
>
> First set of code I tried by using another example:
>
>
>
> my $trans = $self->TransactionObj;
>
>
>
> return 

Re: [rt-users] relative date search

[Alex Peters]

Here's all of the acceptable syntax:

https://metacpan.org/pod/Time::ParseDate#Relative-date-formats

On Fri, 6 Mar 2015 5:48 pm Alex Peters  wrote:

> You can enter "14 days ago" into the Created box, or
>
> Created < "14 days ago"
>
> into the Advanced screen of the search builder.
>
> On Fri, 6 Mar 2015 5:47 pm Eierschmalz, Bernhard <
> bernhard.eierschm...@scheppach.com> wrote:
>
>>  Hello,
>>
>>
>>
>> is it possible to make date-searches in RT with relative date?
>>
>> For example search all open tickets where creation-date is older than 14
>> days.
>>
>>
>>
>>
>>
>> best regards
>>
>> Bernhard
>>
>

Re: [rt-users] relative date search

[Alex Peters]

You can enter "14 days ago" into the Created box, or

Created < "14 days ago"

into the Advanced screen of the search builder.

On Fri, 6 Mar 2015 5:47 pm Eierschmalz, Bernhard <
bernhard.eierschm...@scheppach.com> wrote:

>  Hello,
>
>
>
> is it possible to make date-searches in RT with relative date?
>
> For example search all open tickets where creation-date is older than 14
> days.
>
>
>
>
>
> best regards
>
> Bernhard
>

Re: [rt-users] SelfService and custom status

[Alex Peters]

Is it possible that your RT configuration has non-identical global rights
for owners and requestors (Admin > Global > Group Rights)?

On Thu, 5 Mar 2015 at 00:10  wrote:

> Hello Alex,
> Many thanks for you answer :
> --
>
>
> Have you considered setting these users up as privileged instead, with
> minimal rights?
>
> This is not what we want, but I've done it for some tests just to check,
> and the problem is the same.
>
> I've come to the conclusion that even when the Requestor role is granted
> all the rights (general and for staff, at queue level), the privileged
> requestor does not see in the ticket the specific statuses from the
> lifecycle of the queue.
>
> The owner role, same rights, same ticket, the owner sees in the ticket the
> specific statuses of the lifecyle.
>
> Thanks again,
> Elisabeth
>
>
> On Sat, 28 Feb 2015 at 01:31  wrote:
>
>> Hello,
>>
>> On our RT 4.2.6, I created a lifecycle "support" with specifics status,
>> which is working fine.
>>
>> The requestor is unprivileged, but is granted the right ModifyTicket
>> (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue
>> has the "support" lifecycle.
>>
>> On SelfService interface, the requestor sees his ticket, can display it,
>> can reply, and can modify the status : but the status are not the ones of
>> the lifecycle "support", but the one of the default lifecycle !
>>
>> I made a test as a requestor and changed to status stalled which does not
>> exist in the lifecyle "support". Now, as a superuser I cannot change the
>> status at all, there's only stalled an stalled (unchanged) listed !
>>
>> I've been searching for quite a long time, but now I can't figure out
>> what is going wrong.
>>
>> The second point is that I intended to add a ResolveRight to the
>> lifecycle "support" to allow unprivileged requestors to resolve their
>> tickets via the SelfService interface. I'm wondering now if it's possible.
>>
>> Thanks for your help again,
>> Elisabeth
>>
>>
>>
>>
>

Re: [rt-users] ticket rejected still bold in list

[Alex Peters]

I'm not aware of this functionality at all in stock RT, but I'm keen to
learn more.  Looking forward to other responses to this issue.

On Mon, 2 Mar 2015 9:54 pm Luca Ferrari  wrote:

> On Sat, Feb 28, 2015 at 4:18 AM, Alex Peters  wrote:
> > Could you please clarify this question?
> >
>
> Looking at the ticket list I can see bold tickets when they are new
> and not yet modified, and then grayed once they are opened/commented.
> It happened in the past I rejected some tickets directly, and the
> ticket is shown still as bold in the search list, so that it seems new
> at glance.
>
> Thanks,
> Luca
>

Re: [rt-users] Send mail to create a ticket (error)

[Alex Peters]

You must configure your mail server to forward incoming mail to the
rt-mailgate script.  Have you done this?  If so, what do the mail server
logs and RT's logs say?

On Fri, 30 Jan 2015 at 02:18 Marisol Rojas  wrote:

>
>
> Good day,
>
> To request your help to know why not make sending emails to create a new
> ticket and in updating data and answer the ticket.
>
> We are just beginning to know RT version we are currently to implement is
> the 4.2.9, I hope we can support.
>
> Thanks, Greetings !!
>
>
>
>
>

Re: [rt-users] Do not email user if they are requestor when also admin cc of a queue

[Alex Peters]

The simplest solution is that the administrator manually removes themselves
as a requestor when putting in their own tickets.  The simplest coding for
this solution (unless your administrator is willing to do this manually on
every ticket creation) is to write a scrip on this queue that runs on
ticket creation time and manually removes the administrator's address if it
appears in the list of requestors.

Let me know if that's not an acceptable solution, and we can work further
on the scrips that filter the emails.

On Sun, 1 Mar 2015 at 00:17 Daniel Moore 
wrote:

>  Hello,
>
>
>
> I have an administrator here in my department that is a Queue Admin CC but
> he also puts in a lot of tickets for special requests from our contractors.
> He is then the Queue Admin CC and the Requestor. Also, the contractors have
> a group email address that is also the admin cc. Therefore, he ends up
> getting multiple emails for one ticket. I have tried the coding from the
> “Notifications Tuning” that is supposed to limit the emails sent out if
> they are the same for multiple fields; however, that did not work as
> expected.  I fixing the queue and making a new group that includes the
> individual set of contractors so that he doesn’t get emails that way, but
> that’s not what he wants.
>
>
>
> My question is in two parts (Code will be included at the ends):
>
>
>
> 1)  How can perform a custom condition in the scrips for the queue to
> not send an email to admin Cc if his email address matches the requestor?
>
>
>
> OR
>
>
>
> 2)  If I reverse my settings and take him off of admin CC and put him
> back in the group, how can I check for his email address and code it only
> to send one email address ?
>
>
>
>
>
> Here’s the coding for question number one:
>
>
>
> Description: Notify AdminCc only if not Requestor
>
> Condition: User Defined
>
> Action: Notify AdminCcs
>
> Template: Custom
>
>
>
>
>
> Custom Condition:
>
>
>
> First set of code I tried by using another example:
>
>
>
> my $trans = $self->TransactionObj;
>
>
>
> return 1 unless $Ticket->RequestorAddresses eq
> $Ticket->QueueObj->AdminCcAddresses;
>
> Return 1;
>
>
>
> Second code:
>
>
>
> my $trans = $self->TransactionObj;
>
> my $admincc = $self->QueueObj->AdminCcAddresses;
>
> my $requestor = $self->RequestorAddresses;
>
>
>
> return 0 unless $requestor == RT::Nobody->id;
>
> return 1;
>
>
>
>
>
> If somone could help me get the coding down that would be great. I don’t
> fully understand Perl yet.
>
>
>
>
>
> V/R,
>
>
>
> *Daniel Moore*
>
> IT Systems Technician
>
> Osborne Wood Products, Inc.
>
> [image: http://hosting-source.bm23.com/9241/public/OsborneLogo111.jpg]
>
> P: 706.282.5764
>
> F: 888.777.4304
>
> http://www.osbornewood.com
>
>
>

Re: [rt-users] Run a php file

[Alex Peters]

RT scrips can be made to run after many different actions, and you can make
a scrip with a user-defined action to perform any action that you like.

On Sat, 28 Feb 2015 at 22:23 Shahab Sharifzadeh  wrote:

> OR
>
> How can I run a special php file after then I save one thing in RT?
>

Re: [rt-users] Set Owner on Queue Change

[Alex Peters]

I'm pretty sure that if a ticket owned by someone is moved to another queue
where that user doesn't have ownership rights, RT automatically adjusts
ownership to "nobody."

Since those people retain ownership in your setup, it sounds like your
ownership rights are too permissive.

On Tue, 3 Feb 2015 at 23:43 globo  wrote:

> Hi,
>
> I have 4 queues with staff being able to assign tickets between the queues.
> Sometimes when they get passed to a different queue people forgot to assign
> the ticket to someone who works on that queue.
>
> This messy when you run stats on that queue
>
> Does anyone have a script that requires users to set the owner of the
> ticket
> to someone who manages that queue ( group ) or set it to nobody ?
>
>
>
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.
> nabble.com/Set-Owner-on-Queue-Change-tp59513.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] add a queue, missing something

[Alex Peters]

When you say you created a group of users to go with the queue, does that
mean you created a user-defined group (Admin > Groups)?

If so, all you need to do is associate that group with the queue in the
appropriate role.

Admin > Queues > (the new queue) > Watchers

Find the relevant user group by typing its name into the box, search, then
choose the group's most appropriate role in the dropdown that appears.

On Wed, 4 Feb 2015 at 09:31 George Kelbley  wrote:

> I need to a queue to my existing rt system.   I created the queue, and a
> group of users to go with it.  However ticket email is not being sent to
> anyone but the requestor.   Obviously missing something which is
> hopefully simple.
>
>

Re: [rt-users] Set priority - On queue change

[Alex Peters]

Simply create a scrip in RT's admin interface for the relevant
queue/queues, with a condition of On Queue Change and an action of User
Defined.

Leave Custom Condition blank.  Place this in Custom Action Preparation Code:

1;

and place this in Custom Action Commit Code:

$Ticket->SetPriority(5);

where 5 is your desired priority.

On Thu, 12 Feb 2015 at 22:40 globo  wrote:

> Hi Kenneth,
> Thanks for the suggestion.
> Would you have a script that would be able to do this that I could test ?
>
>
>
>
>
>
>
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.
> nabble.com/Set-priority-On-queue-change-tp59579p59583.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] Add Values from a textarea to another

[Alex Peters]

"Content" is the only supported multi-line field in Create-Ticket templates.

To deal with mutli-line custom fields, I suspect that you need to modify
each line of the field to have the name of the custom field at the
beginning.  This might work:

Request Type: { $Tickets{'TOP'}->FirstCustomFieldValue('Request Type');}
Request Area: { $Tickets{'TOP'}->FirstCustomFieldValue('Request Area');}
Request Action: { $Tickets{'TOP'}->FirstCustomFieldValue('Request Action');}
{ map { "Request Content: $_\n" } split(/\r|\n|\r\n/,
$Tickets{'TOP'}->FirstCustomFieldValue('Request Content')) }

Note that all leading and trailing whitespace will be trimmed from every
line, which might be unacceptable.  This is an uncontrollable aspect of the
Create-Ticket action.

On Tue, 10 Feb 2015 at 02:46 jnjo  wrote:

> Hi
>
> I have problem with a template that creates a child ticket, right now it
> looks like this
>
> ===Create-Ticket: New Equipment Network
> Subject: { $Tickets{'TOP'}->Subject( ) } -
> {$Tickets{'TOP'}->FirstCustomFieldValue('ICM Object Type');} :
> #[{$Tickets{'TOP'}->Id( )}]
> Queue: ICM Network
> RefersTo: { $Tickets{'TOP'}->Id( ) }
> DependedOnBy: { $Tickets{'TOP'}->Id( ) }
> Request Type: { $Tickets{'TOP'}->FirstCustomFieldValue('Request Type');}
> Request Area: { $Tickets{'TOP'}->FirstCustomFieldValue('Request Area');}
> Request Action: { $Tickets{'TOP'}->FirstCustomFieldValue('Request
> Action');}
> Request Content: { $Tickets{'TOP'}->FirstCustomFieldValue('Request
> Content');}
> Content: New equipment requested.
>
>
> The problem is on my custom field "Request Content".
>
> Request Content is a textarea that have text like this
>
> Type: 48V
> Object ID: rect-4520
> Position: 00*425*04/12
> ...
>
> But when the child ticket is created only the first row added to the
> textarea in this case "Type: 48V"
> all the other text is removed
>
> Is there someone who kowns what i´m doing wrong?
>
> Best regards
>
> John
>
>
>
>
>
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.
> nabble.com/Add-Values-from-a-textarea-to-another-tp59564.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] _Safely_ adding watchers from Cc

[Alex Peters]

I'm struggling to unambiguously understand your description of the issue.
Could you please rephrase in terms of what you expect to happen in a
specific circumstance vs. what actually happens (e.g. when you create a
ticket via email with CCs, when you respond to an existing ticket with the
same/new CCs)?

You mention a mail loop, which suggests that RT might not have been
properly informed of all of its own incoming addresses ($RTAddressRegexp).
A complete $RTAddressRegexp setting should prevent mail loops when
$ParseNewMessageForTicketCcs is set.

On Tue, 17 Feb 2015 at 00:46 Edheldil  wrote:

>  Hi all,
>
> I need to add Cc's from incoming emails as watchers to the created
> tickets. I have already tried the ParseNewMessageForTicketCcs
>  config
> option, but the result was an epic mail loop when somebody happened to send
> a Christmas greeting to some thousand of Cc: emails.
>
> Is there a safer way to achieve that? Something like 'do not send any
> emails when creating tickets, just when somebody comments'. There are many
> queues in our RT, so I do not exactly want to redo shared scrips for all
> queues, but so far that's is the only option I can think of.
>
> Any ideas?
>
> Ed.
>
>

Re: [rt-users] Multiple Validation for Customfield

[Alex Peters]

On my RT installation, the Digits validation requires at least one
character and therefore functions as Mandatory does.  Is this not the case
for your installation?

I believe that the Validation value is just a standard regex, and any regex
can be entered.

On Wed, 18 Feb 2015 at 19:14 vinz  wrote:

> Hi,
>
> I want to have a Customfields with the Digits-Validation and I also want it
> to be mandatory. Is there a way to combine multiple Validations?
>
> Thanks for your help,
> vinz
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.
> nabble.com/Multiple-Validation-for-Customfield-tp59604.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] Notify when ticket transferred into queue

[Alex Peters]

I'm guessing that your scrip is set to run in "Transaction Create" mode.

By changing your scrip to run in "Transaction Batch" mode, the queue change
will have already completed.  This should cause "AdminCcs" to refer to the
correct people when the scrip then runs.

On Thu, 19 Feb 2015 at 05:23 Bryn Kanar  wrote:

> Hello --
>
> I'm trying to figure out how to notify members of a queue when a ticket is
> transferred into their queue. I've tried using "On Queue Change Notify
> AdminCcs" but that sends notification to the AdminCcs of the queue the
> ticket is being transfered FROM. I need to notify AminCcs of the queue the
> ticket is being transferred INTO. Any suggestions appreciated. Thank you.
>
>
> Bryn Kanar
> University of California, Santa Cruz
>

Re: [rt-users] ticket rejected still bold in list

[Alex Peters]

Could you please clarify this question?

I believe that the formatting of tickets in search result lists is governed
by the search display format for all tickets in the list, and can't be
changed based on individual ticket attributes.

On Thu, 19 Feb 2015 at 20:07 Luca Ferrari  wrote:

> Hi all,
> this could sound trivial, but if I reject tickets they remain still
> bolded in the list (e.g., dashboard list).
> I would like to have bolded only new tickets (not yet
> commented/opened), is this possible or am I missing something in the
> workflow?
>
> Thanks,
> Luca
>

Re: [rt-users] delete or move a correspondence

[Alex Peters]

rt-shredder can be used to delete individual transactions from a ticket,
such as correspondence:
https://www.bestpractical.com/docs/rt/4.2/RT/Shredder.html

A more hacky method is discussed here:
http://www.gossamer-threads.com/lists/rt/users/79279#79279

I'm not aware of any supported way to move correspondence (short of merging
two tickets).

On Fri, 20 Feb 2015 at 06:46 Edsall, William (WJ)  wrote:

>  Is it possible to delete or move a ticket correspondence?
>
>
>
>
>
> William
>

Re: [rt-users] RT customize SendEmail.pm

[Alex Peters]

For posterity, RT v4.2.10 introduces the ability to add groups as
requestors.  If I understand this thread correctly ("a group of people
belonging to another queue are requesting work in this queue"), RT v4.2.10
should allow the desired behaviour without code modifications.

On Fri, 20 Feb 2015 at 21:10 Sternberger, Sven 
wrote:

> Hello!
>
> just for the records.
>
> To disable the check for outgoing emails if they
> contain Adresses RT thinks they will create a loop
> you have to create
>
> /opt/rt4/lib/RT/Action/SendEmail_Local.pm
>
> and disable there the check.
>
> To be able to enter a RT adress without error messages in the
> WebUI you have to create
> /opt/rt4/local/html/Ticket/Update.html
> /opt/rt4/local/html/Ticket/Create.html
> /opt/rt4/local/html/m/ticket/create
> /opt/rt4/local/html/m/ticket/reply
>
> and disable there the check.
>
> I also found the check here:
> /opt/rt4/lib/RT/Record/Role/Roles.pm
> no idea when this wil be used.
>
> result:
>
> * In incomming emails, the queue email adress is removed.
> * I can create a ticket in the WebUI set the requestor/cc/admincc to a
> "RT" mail address.
> * My procmail recipes prevents RT loops but send the mail to the queue
> staff
>
> regards!
>
> Sven
>
> - Ursprüngliche Mail -
> > Von: "Sternberger, Sven" 
> > An: rt-users@lists.bestpractical.com
> > Gesendet: Mittwoch, 28. Januar 2015 10:40:32
> > Betreff: RT customize SendEmail.pm
>
> > Hello!
> >
> >
> > I want to modify the SendEmail.pm module, to disable the
> > check for RTAdresses, so we want to send emails
> > even if RT thinks they are RT email adresses.
> >
> > I would copy the file SendEmail.pm to "SendEmail_Local.pm" and remove
> > these lines
> >
> >$self->RecipientFilter(
> >Callback => sub {
> >return unless RT::EmailParser->IsRTAddress( $_[0] );
> >return "$_[0] appears to point to this RT instance. Skipping";
> >},
> >All => 1,
> >);
> >
> > would this work?
> >
> > regards!
> >
> > Sven
> >
> > Sven Sternberger
> > System Engineer
> > Tel.: 040/8998-4397
> > DESY IT
>

Re: [rt-users] Change organization and rtname

[Alex Peters]

I don't believe that the $Organization value is displayed anywhere in RT's
interface.  The value affecting the top-right corner is $rtname.  This can
be changed without breaking all existing ticket links.

Making a localised modification to the page template element responsible
for that top-right corner is another alternative.

Different subject tags per queue are managed within RT's admin interface
(Admin > Queues), not RT_SiteConfig.pm.  These take plain text, not
regexes, as they specify what should be going out.

The only remaining concern is what should happen if someone sends mail to
RT with old subject tags.

Given an email with a subject containing "[XXX #1234]", RT will only
associate that email with ticket #1234 if it knows that XXX belongs to that
particular RT instance.  If not, RT will ignore the ticket number and
generate a new ticket instead.  That's where $EmailSubjectTagRegex comes in.

If you're not worried about old emails being replied to and generating new
tickets, no further action is required.  Otherwise, construct a regex that
matches all old and new possibilities for XXX above, assign it to
$EmailSubjectTagRegex in RT_SiteConfig.pm and then restart RT.


On Wed, 25 Feb 2015 at 23:39 Fredrik Rambris 
wrote:

> Our RT instance has grown out of just IT department and I want to
> rebrand it.
>
> I cannot find a lot of info about how this works in the documentation
>
> Where is $Organization used other than in the top right corner? Why will
> my existing tickets break if I change it?
>
> If I want to have different subject tags in queues, what should be in
> config? Must I use regexes or does it just speed up things?
>
>
> --
> Fredrik Rambris 
> CDON IT
> Google Talk: fredrik.ramb...@cdon.com
> Telefon: 0700-807 626
> PGP: 01C1 B593 3394 3739 168F  37BB BD20 7D3A 54AB 5A3A
>
> [CDON.COM] 
>

Re: [rt-users] Group Users not receiving mails

[Alex Peters]

As a super user (or a user with the ShowOutgoingEmail right), look at the
emails being generated by RT and confirm that they have the expected To, Cc
and Bcc headers.  If not, this is possibly a group configuration issue.

Consider enabling debug logging to determine whether mail is being
successfully relayed.  Further details about your outgoing mail
configuration might also assist.

On Sat, 28 Feb 2015 at 01:15 Sachin Murudkar <
sachin.murud...@primefocusworld.com> wrote:

> Hi Team
>
> I have installed RT 4.2.9 in which my group users are not able to receive
> mails when generated tickets. Need to know if there is any settings or if I
> am going wrong anywhere.
>
>
>
>
>
>
> *Sachin Murudkar*
> *IT Manager*
> *T:* +91 22 4209 5000
> *M: *8879645324
> Mainframe IT Park, Building H, Royal Palms, Mumbai 400065, India.
> primefocusworld.com 
>

Re: [rt-users] SelfService and custom status

[Alex Peters]

I don't believe that it's possible for a user to be simultaneously
unprivileged and have rights granted to them, so I would suspect that your
goal is possibly unsupported in its current form.

Have you considered setting these users up as privileged instead, with
minimal rights?

On Sat, 28 Feb 2015 at 01:31  wrote:

> Hello,
>
> On our RT 4.2.6, I created a lifecycle "support" with specifics status,
> which is working fine.
>
> The requestor is unprivileged, but is granted the right ModifyTicket
> (globally), and ShowTicket, Watch and ReplyToTicket on the queue. The queue
> has the "support" lifecycle.
>
> On SelfService interface, the requestor sees his ticket, can display it,
> can reply, and can modify the status : but the status are not the ones of
> the lifecycle "support", but the one of the default lifecycle !
>
> I made a test as a requestor and changed to status stalled which does not
> exist in the lifecyle "support". Now, as a superuser I cannot change the
> status at all, there's only stalled an stalled (unchanged) listed !
>
> I've been searching for quite a long time, but now I can't figure out what
> is going wrong.
>
> The second point is that I intended to add a ResolveRight to the lifecycle
> "support" to allow unprivileged requestors to resolve their tickets via the
> SelfService interface. I'm wondering now if it's possible.
>
> Thanks for your help again,
> Elisabeth
>
>
>
>

Re: [rt-users] Correct formatting for "respond by email" link

[Alex Peters]

I suspect that you need to escape the "special" characters in your subject
value.  I've used this with success:

mailto:x...@yyy.zzz?subject={
  require URI::Escape;
  URI::Escape::uri_escape(sprintf(
'Re: [XXX #%s] %s',
$Ticket->id,
$Ticket->Subject
  ))
}">Update this ticket via email

On 14 February 2015 at 05:31, Cena, Stephen (ext. 300)  wrote:

>  I'm trying to use HTML templates to make responding to tickets easier
> for my users. I'm having a problem creating a link to generate an email.
> The code I have is:
>
> You have the ability to mailto:{$Ticket->QueueObj->CorrespondAddress}?subject=[{$Ticket->QueueObj->SubjectTag
> <%7B$Ticket-%3EQueueObj-%3ECorrespondAddress%7D?subject=[%7B$Ticket-%3EQueueObj-%3ESubjectTag>
> || $rtname} #{$Ticket->id}]">update this ticket via email.
>
> This always will generate a new ticket. If I add the   in front of
> the #{$Ticket->id}, that at least puts the space in but same results. I've
> tried adding an "RE: " in front as well, and it still causes a new ticket.
>
> If I do a Reply from the Autoreply email I get when the ticket is created,
> strip off the subject & just leave the queue tag the ticket gets updated
> correctly.
>
> What am I doing wrong?
>
> Stephen J. Cena
> Supervisor/Systems Administrator - MIS/IT Dept
> Quality Vision International
> 850 Hudson Ave
> Rochester,NY 14620
> Phone: 585-544-0450 x300
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
> Please report email problems to: postmas...@qvii.com
>
> QVII MIS/IT Dept - We do what we must because we can.
> "Thank you for helping us help you help us all."
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
>
>

Re: [rt-users] Prevent users from making Comments on tickets

[Alex Peters]

ModifyTicket is not a strict combination of other rights.  I believe that
without ModifyTicket, you must experiment to determine which rights provide
the correct behaviour for your needs.

On 13 February 2015 at 17:52, Daniel Schwager 
wrote:

>  Hi,
>
>
>
> > You might be able to swap out ModifyTicket and use some
>
> > finer-grained rights in its place, depending on what modifications
>
> >  end users actually need to make.
>
>
>
> what are the equivalent (separate) rights for ModifyTicket?
>
>
>
> regards
>
> Danny
>
>
>
>
>
> *From**:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *On
> Behalf Of *Alex Peters
> *Sent:* Friday, February 13, 2015 1:11 AM
> *To:* Cena, Stephen (ext. 300)
> *Cc:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Prevent users from making Comments on tickets
>
>
>
> I believe that a user will unconditionally have commenting ability if they
> also have the ModifyTicket right, regardless of the state of their
> CommentOnTicket right.
>
>
>
> You might be able to swap out ModifyTicket and use some finer-grained
> rights in its place, depending on what modifications end users actually
> need to make.
>
>
>
> On 13 February 2015 at 04:06, Cena, Stephen (ext. 300) 
> wrote:
>
> I'm in the process of locking down end-user permissions in our RT install.
> We want it set up so that users can only do Reply, and Admins can use
> Comment and Reply. At present, my "end user" can't see a Comment in a
> ticket, or an attachment made with a Comment. However, if the user emails
> the Comment address or uses the Comment in the Action drop-down in the
> ticket the entry gets made. The proper visibility of the resulting Comment
> is correct. AFAIK, there are no global permissions for anything (I'm doing
> it al at the queue level for each queue).
>
>
>
>
>

Re: [rt-users] Prevent users from adding CC's and AdminCC's to tickets

[Alex Peters]

>From the v4.2.7 code, I'm interpreting these rules:

   1. Add/remove anyone if the user has the ModifyTicket right.
   2. Only add/remove self as AdminCc if the user has the WatchAsAdminCc
   right.
   3. Only add/remove self as Cc/Requestor if the user has the Watch right.

The logic is probably the same for all other recent versions of RT, but if
in doubt, take a look at the _HasModifyWatcherRight method in
lib/RT/Ticket.pm.

On 13 February 2015 at 04:26, Cena, Stephen (ext. 300)  wrote:

>  What permissions do I need to remove/enable to prevent users from
> modifying the CC/AdminCC lists (more specifically the AdminCC list). The
> audit trail of when people being added & removed is helpful, but I'd like
> to prevent it outright.
>
> Stephen J. Cena
> Supervisor/Systems Administrator - MIS/IT Dept
> Quality Vision International
> 850 Hudson Ave
> Rochester,NY 14620
> Phone: 585-544-0450 x300
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
> Please report email problems to: postmas...@qvii.com
>
> QVII MIS/IT Dept - We do what we must because we can.
> "Thank you for helping us help you help us all."
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
>
>

Re: [rt-users] Prevent users from making Comments on tickets

[Alex Peters]

I believe that a user will unconditionally have commenting ability if they
also have the ModifyTicket right, regardless of the state of their
CommentOnTicket right.

You might be able to swap out ModifyTicket and use some finer-grained
rights in its place, depending on what modifications end users actually
need to make.

On 13 February 2015 at 04:06, Cena, Stephen (ext. 300)  wrote:

>  I'm in the process of locking down end-user permissions in our RT
> install. We want it set up so that users can only do Reply, and Admins can
> use Comment and Reply. At present, my "end user" can't see a Comment in a
> ticket, or an attachment made with a Comment. However, if the user emails
> the Comment address or uses the Comment in the Action drop-down in the
> ticket the entry gets made. The proper visibility of the resulting Comment
> is correct. AFAIK, there are no global permissions for anything (I'm doing
> it al at the queue level for each queue).
>
>
> Everyone, Privileged, Unprivileged all have no permissions
> End User perms for queue: CreateTicket, SeeQueue
> Requestor perms for queue: ReplyToTicket, SeeCustomField, SeeQueue,
> ShowTicket, ModifyCustomField, ModifyTicket
>
> Did I overlook something?
>
> Stephen J. Cena
> Supervisor/Systems Administrator - MIS/IT Dept
> Quality Vision International
> 850 Hudson Ave
> Rochester,NY 14620
> Phone: 585-544-0450 x300
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
> Please report email problems to: postmas...@qvii.com
>
> QVII MIS/IT Dept - We do what we must because we can.
> "Thank you for helping us help you help us all."
> * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
>
>

Re: [rt-users] Queue Admin, not RT Admin

[Alex Peters]

You'd need to set some privileges outside the Administrators tab as well,
such as "see queue" and "show ticket summary" from memory.
On 6 Feb 2015 2:14 am, "Lewis, Valerie"  wrote:

>  I have recently become one of the campus administrators for our RT
> system.  As a result, I am fielding a lot of requests from staff for
> privledges to different queues.  One in particular is a director within IT
> wanting to be admin for queues that pertain to his department.  I have gone
> into the queue and went to modify user rights for queue and gave him all of
> the rights under “Rights for Administrators”.  However, he not able to
> utilize any of those rights within his queues.  I don’t want him to be an
> overall  administrator, just over his queues.  Am I missing something big?
> I haven’t found any explanation of this online anywhere.  Any help would be
> greatly appreciated.
>

Re: [rt-users] Autoreply Template Script

[Alex Peters]

I believe that what you're asking is not possible.

RT doesn't store passwords, and so it can't retrieve previous passwords for
display in an email.

It can only display the initial password because it manages the creation of
that initial password, and therefore can take a copy.
On 3 Feb 2015 8:30 pm, "Vas"  wrote:

> Has anyone else come across this ?
> Thank you
> Vas
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Autoreply-Template-Script-tp59459p59505.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] How to get different queues to send from different email addresses

[Alex Peters]

If you're using a relatively newer version of RT, you can configure a
"global" From address in RT_SiteConfig.pm and queue-specific From addresses
in RT's UI.

If you've already done this then it sounds like msmtp is rewriting your
>From headers.  Maybe msmtp's auto_from setting is relevant?

If you're just relaying to an external server, can you just feed the SMTP
connection details into RT and bypass msmtp altogether?
Hi

We've used RT for a while just for IT issues, now we're adding an
additional facilities queue. Everything is working to receive tickets via
email, but we can only get it to send emails through the ithelpdesk email
account regardless of queue. We're using MSMTP in order to use Google Apps
to send emails. We have two accounts configured in msmtp_wrapper.conf
ithelpdesk and facilities, but I can't see how to tell RT to use the
facilities account when sending emails from that queue, so it sends
everything as ithelpdesk.

Can anyone help?

Thanks

Ian

*Ian McNaught*
*Head of eLearning & Information Systems*
*Tel: (+968) 24730404*

Majan College (University College)
P.O. Box 710, Postal Code 112, Ruwi
Sultanate of Oman
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Re: [rt-users] Stripping Attachments During Create

[Alex Peters]

Scrips wouldn't help you because they get processed after ticket creation.

If I were in your position I'd probably try dealing with this at the mail
delivery level, e.g. by adding some sort of postprocessor that rewrites
incoming mail when it encounters attachments with certain MD5/SHA checksums.

I imagine that doing this by attachment filename would be a bad idea,
because theoretically desired attachments could have those filenames.

I don't know whether this is technically feasible, but another option might
be to write a script (as opposed to scrip) that prunes matching attachments
from RT's database (which would also take care of tickets created up to
this point).

What is your main concern about these attachments reaching RT?  Database
storage?  UI cosmetics?  Depending on the actual concern, other solutions
might exist.
On 3 Feb 2015 5:16 am, "Trev"  wrote:

> My situation is this, I have users sending in support requests and they
> are processing just fine. I am using fetchmail and mailgate, no problems,
> tickets get created etc...
>
> I want to strip attachments however, specifically those associated with
> signatures internal to the company.
>
> How can I best go about stripping these?
>
> Preferably based on attachment name:
> image001.png
> image002.png
>
> Thanks in advance!
>

Re: [rt-users] problem in RT

[Alex Peters]

If this issue is only occurring after you modify the Login page, then you
have made an incorrect modification.  Delete the copy of the Login page in
the "local" directory, clean the Mason cache, restart RT and try again.

If the issue still occurs, then something else is wrong.  Possibly the
included "rt-validator" tool will help.  If not, besides deleting and
reinstalling RT, I personally don't have any other suggestions.
On 31 Jan 2015 8:56 pm, "Shahab Sharifzadeh"  wrote:

> now what i have to do?
> when i edit login page all of my users *even root* was *redirected to
> selfservice page*.
>
>
>   On Tuesday, January 27, 2015 11:13 PM, Alex Peters 
> wrote:
>
>
> That is very strange.  User "root" should not redirect to Self Service.
> Perhaps your DB has in fact been corrupted somehow.  Maybe someone else can
> offer another solution.
> On 28 Jan 2015 1:03 am, "Shahab Sharifzadeh"  wrote:
>
> I have to say that by your solution i could change and edit the word "
> username" to "user" in login page but after this, every user (even root) i
> have redirected to selfservice page.
> i think that every user even ROOT change to the unpreviledge user or my
> connection to DB was disconnected.
>
>
>   On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh <
> sshgu...@ymail.com> wrote:
>
>
> Hi
> I do everything that you say and i do your instructions but my problem is
> yet.
> Your solution didnt work correctly for me,please give me another solution.
>
>
>
>
>

Re: [rt-users] custom Template "on Create Autoreply to Requestor" for spicified queue

[Alex Peters]

Create a queue-specific template with the same name as referenced by the
scrip.  The scrip will then use the queue's template when dealing with that
queue.
On 30 Jan 2015 9:57 pm, "Eierschmalz, Bernhard" <
bernhard.eierschm...@scheppach.com> wrote:

>  Hello,
>
>
>
> by default there is a global scrip called „on create autoreply to
> requestor” which uses one defined template.
>
> I would like to use a different template for one special queue. How can I
> do this?
>
>
>
>
>
> Mit freundlichen Grüßen,
>
> Best regards,
>
>
>
>   *Bernhard Eierschmalz*
> IT
>
> Tel. +49 8223 4002-39
> Fax +49 8223 4002-1239
> Mobil: +49 151 22308260
> bernhard.eierschm...@scheppach.com
> b...@scheppach.com
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>

Re: [rt-users] XLS report failure

[Alex Peters]

I have no personal experience with the plugin but its docs seem to suggest
that none should be necessary.
On 30 Jan 2015 8:01 am, "Boris Epstein"  wrote:

> Thanks for your help Alex!
>
> Do you know if there are any DB changes involved?
>
> Boris.
>
> On Thu, Jan 29, 2015 at 3:38 PM, Alex Peters  wrote:
>
>> You need to upgrade to v0.08, which has explicit support for RT v4.2.
>> On 30 Jan 2015 7:01 am, "Boris Epstein"  wrote:
>>
>>> According to the PERL code (I am sorry, not sure what the official
>>> location for the version string is) this is RT-Extension-SearchResults-XLS
>>> v 0.07.
>>>
>>> Thanks.
>>>
>>> Boris.
>>>
>>>
>>> On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters  wrote:
>>>
>>>> Are you using version 0.08 of the extension?
>>>> On 30 Jan 2015 5:30 am, "Boris Epstein"  wrote:
>>>>
>>>>> Hello everyone,
>>>>>
>>>>> I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a
>>>>> XLS report (XLS dump of a search) I get the following errors in the log:
>>>>>
>>>>> [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine
>>>>> &RT::SQL::PossibleCustomFields called at
>>>>> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
>>>>> line 80.
>>>>>
>>>>> Stack:
>>>>>
>>>>> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]
>>>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
>>>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
>>>>>   [/opt/rt4/share/html/autohandler:53]
>>>>> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
>>>>>
>>>>> Has anybody encounter that? Any know cure?
>>>>>
>>>>> Thanks.
>>>>>
>>>>> Boris.
>>>>>
>>>>
>>>
>

Re: [rt-users] XLS report failure

[Alex Peters]

You need to upgrade to v0.08, which has explicit support for RT v4.2.
On 30 Jan 2015 7:01 am, "Boris Epstein"  wrote:

> According to the PERL code (I am sorry, not sure what the official
> location for the version string is) this is RT-Extension-SearchResults-XLS
> v 0.07.
>
> Thanks.
>
> Boris.
>
>
> On Thu, Jan 29, 2015 at 2:39 PM, Alex Peters  wrote:
>
>> Are you using version 0.08 of the extension?
>> On 30 Jan 2015 5:30 am, "Boris Epstein"  wrote:
>>
>>> Hello everyone,
>>>
>>> I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a
>>> XLS report (XLS dump of a search) I get the following errors in the log:
>>>
>>> [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine
>>> &RT::SQL::PossibleCustomFields called at
>>> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
>>> line 80.
>>>
>>> Stack:
>>>
>>> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]
>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
>>>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
>>>   [/opt/rt4/share/html/autohandler:53]
>>> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
>>>
>>> Has anybody encounter that? Any know cure?
>>>
>>> Thanks.
>>>
>>> Boris.
>>>
>>
>

Re: [rt-users] XLS report failure

[Alex Peters]

Are you using version 0.08 of the extension?
On 30 Jan 2015 5:30 am, "Boris Epstein"  wrote:

> Hello everyone,
>
> I am running RT 4.2.0 on a CentOS 6 machine. Somehow whenever I run a XLS
> report (XLS dump of a search) I get the following errors in the log:
>
> [25225] [Thu Jan 29 18:27:26 2015] [error]: Undefined subroutine
> &RT::SQL::PossibleCustomFields called at
> /opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls
> line 80.
>
> Stack:
>
> [/opt/rt4/local/plugins/RT-Extension-SearchResults-XLS/html/Search/Results.xls:80]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:680]
>   [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:368]
>   [/opt/rt4/share/html/autohandler:53]
> (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:211)
>
> Has anybody encounter that? Any know cure?
>
> Thanks.
>
> Boris.
>

Re: [rt-users] RT Installation

[Alex Peters]

Which part of the installation documentation is causing you trouble?  What
type of system are you installing on?
On 28 Jan 2015 7:06 am, "Hábner Teixeira Costa"  wrote:

> Why RT and RTIR are so hard to install and work properlly? I dont know
> perl but and I’d like an easy way to install RT.
>
> Can anybody send me a “how to”?
>
> *Hábner*
>

Re: [rt-users] Help in debugging

[Alex Peters]

I'd probably try to discover more by enabling debug logging first.

I think in my case, "eval"-related things are usually to do with scrips or
templates.  I don't think any of mine are 829 lines long though, as your
warning suggests.
On 28 Jan 2015 2:47 am, "Guadagnino Cristiano" <
guadagnino.cristi...@creval.it> wrote:

>  Hi all,
> if I have a row like this in the log:
>
> [26226] [Tue Jan 27 15:20:19 2015] [warning]: Use of uninitialized value in 
> string eq at (eval 829) line 1. ((eval 829):1)
>
>
> how do I know which is the object involved?
>
> Thank you in advance.
>
> Cris
>
>

Re: [rt-users] problem in RT

[Alex Peters]

That is very strange.  User "root" should not redirect to Self Service.
Perhaps your DB has in fact been corrupted somehow.  Maybe someone else can
offer another solution.
On 28 Jan 2015 1:03 am, "Shahab Sharifzadeh"  wrote:

> I have to say that by your solution i could change and edit the word "
> username" to "user" in login page but after this, every user (even root) i
> have redirected to selfservice page.
> i think that every user even ROOT change to the unpreviledge user or my
> connection to DB was disconnected.
>
>
>   On Tuesday, January 27, 2015 5:19 PM, Shahab Sharifzadeh <
> sshgu...@ymail.com> wrote:
>
>
> Hi
> I do everything that you say and i do your instructions but my problem is
> yet.
> Your solution didnt work correctly for me,please give me another solution.
>
>
>

Re: [rt-users] problem in RT

[Alex Peters]

You have raised two separate problems.  I have answered both.  Please
follow my other instructions regarding rights.
On 27 Jan 2015 8:45 pm, "Shahab Sharifzadeh"  wrote:

> hi
> I have done the following things:
>
> 1- Copy /usr/share/request-tracker4/html/Elements/login.html
> to /usr/local/share/request-tracker4/html/Elements/login.html
>
> 2- Modify /usr/local/share/request-tracker4/html/Elements/login.html as
> desired.
>
> 3- Clean the Mason Cache and restart.
>
> but so forward to Selfservice page whenever login to rt.
>
> help me plz...
>
>
>   On Sunday, January 18, 2015 2:13 PM, Alex Peters 
> wrote:
>
>
> To change the HTML of the Login page:
>
>1. Copy share/html/Elements/Login.html to
>local/share/html/Elements/Login.html.
>2. Modify local/share/html/Elements/Login.html as desired.
>3. Clean the Mason cache
><http://requesttracker.wikia.com/wiki/CleanMasonCache> and restart RT
>to see your changes.
>
> To make an RT user "privileged," log into RT as a superuser (such as
> "root") and tick the "Let this user be granted rights (Privileged)" option
> for the user to be privileged (Admin > Users > Select > user).
>
> Note that RT user rights/privileges and UNIX permissions are different
> things.  As such, you should not be giving your RT_SiteConfig.pm file
> executable permissions.
>
> On 18 January 2015 at 21:37, Shahab Sharifzadeh 
> wrote:
>
> >If I understand you correctly, you need to make your user "privileged."
> >Unprivileged users are forced to use the Self Service area.
>
> >I don't know what you mean by 'edit "username" to "user"'. Are you trying
> >to change the visible wording on the login page?
>
> Yes i want to change visible wording on the login page.
>
> i have changed permission RT_SitecConfig.pm (775 & 777) but it doesn't
> work.
>
> what i have to do?
>
>
>
>
>

Re: [rt-users] about signatures

[Alex Peters]

You can use RT templates to add custom signatures to outgoing mail.  The
template can read details for the user generating the mail, and output them
in any manner that you wish.

First, you would need to ensure that the necessary information is entered
into each user's account (Admin > Users > Select).

Second, you would need to create a template (or modify an existing one) to
call on various elements like:

{ $Transaction->CreatorObj->Name }
{ $Transaction->CreatorObj->WorkPhone }

You might want to include logic to omit the fields (and possibly log an
error to RT's log) if they are empty for a particular user.

Other methods on the CreatorObj are available here:

https://www.bestpractical.com/docs/rt/4.2/RT/User.html

I don't have an easy answer for moving the quoted text beneath the
signature.  As a desperate measure, your template could try to detect the
beginning of quoted text and truncate all content after it.  There might be
a big risk of truncating actual non-quoted content though.


On 21 January 2015 at 17:47, Eierschmalz, Bernhard <
bernhard.eierschm...@scheppach.com> wrote:

>  Hello,
>
>
>
> I have 2 questions about signatures.
>
>
>
> 1.   For our “non-request-tracker”-mails I have a HTML-Template, to
> standardize all our outgoing email signatures (on the email server runs a
> program that attaches the template with filled in parameters for name phone
> number etc. to every email)
> is it possible to use a HTML-Template like this also for emails sent
> through request tracker? (the problem is, the software only sees one email
> address for each queue, so I need to generate the signature directly in RT.
>
>
>
> 2.   In the moment our signatures are attached under the quoted text;
> many customers complain about this. Is it possible to place the signature
> between message and quoted text?
>
>
>
>
>
> By the way: we use RT 4.2.8
>
>
>
>
>
>
>
> Best regards,
>
> Bernhard
>

Re: [rt-users] Postfix can not send email

[Alex Peters]

When I send mail through my RT installation with RT's debug logging
enabled, I get a dump of several email headers, including To, CC and BCC
headers.  As far as I can tell, I've only had to define one RT_SiteConfig
setting:

Set($LogToFile, 'debug');

Can you please confirm that you're getting "[debug]" lines in your RT log?

The purpose of this is to see what headers RT is actually outputting, and
hence determine whether this is an RT issue or a Postfix issue.

On 22 January 2015 at 21:19, leandro.gs  wrote:

> If I try to open a Ticket by email, I can get the autoreply mail, but if I
> try to change the status of my ticket, this is what I got:
>
> In the /var/log/maillog:
>
>
>
> Looking in /opt/rt4/var/log/rt.log I get nothing about email, only some
> debug info from RTx-Calendar.
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Postfix-can-not-send-email-tp59397p59410.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] Scrip for adding to the custom field based on another CF

[Alex Peters]

Sorry, yes, that one.

There are some "preview" operations that run the prepare code on the
assumption that nothing will change.  In such circumstances, your custom
field would be set even before someone hits the "Update" button.  It's
always best not to have the Prepare code make any changes.

The "cleanup" box should probably be renamed, since everywhere else it
seems to be known as "commit."  The distinction would be clearer.

The commit code won't run unless the prepare code returns a true value, so
in that box you could write "1;" to ensure that the commit code always runs.

On Thu, 22 Jan 2015 9:16 am Kevin Squire  wrote:

> I was not aware of this.
>
> When you say "Commit box", are you referring to the "Custom action
> cleanup code" box?
>
>
>
> On Wed, 21 Jan 2015 21:35:47 +
> Alex Peters  wrote:
>
> > You should move your scrip code from the Prepare box to the Commit
> > box. Making changes to tickets in the Prepare stage of a transaction
> > can cause unintended side effects and is not recommended.
> >
> --
> http://www.wikiak.org
>
> #
>  Associate yourself with men of good quality if you esteem
>  your own reputation; for 'tis better to be alone then in bad
>  company.- George Washington, Rules of Civility
>

Re: [rt-users] Scrip for adding to the custom field based on another CF

[Alex Peters]

You should move your scrip code from the Prepare box to the Commit box.
Making changes to tickets in the Prepare stage of a transaction can cause
unintended side effects and is not recommended.

On Thu, 22 Jan 2015 2:07 am Kevin Squire  wrote:

>
> I have a scrip currently that checks for status change from X--> Y and if
> true, adds an entry to the Custom Field "RMA Num".  It adds our RMA number,
> which is really just "RMA-$RT_Ticket_Number"
>
> They have asked me to change the number based on another CF "RMA TYPE".
> If the RMA type = "Student Withdrawl" they want the RMA number to be
> appended with "WD"
>
>
> My perl skills are limited to copy/paste and tweaking existing so I
> would like a little bit of help with my If/Then statement.  The idea being:
>
> IF CustomField{RMA Type} = Student Withdrawl
> THEN $Append = "-WD"
> ELSE $Append = ""
>
> Then in the current line (below)
>  my $Value = "RMA-" . $Num ;
>
> would be changed to
>   my $Value = "RMA-" . $Num . $Append ;
>
>
>
>
>
> *Custom action preparation code:*
>
> # Define the Custom Field to Act on
> my $CFName = "RMA Num";
>
> #Get the RT Ticket Number
> my $Num = $self->TicketObj->id();
>
> # Define the desired value for the CF
> my $Value = "RMA-" . $Num ;
>
> $self->TicketObj->AddCustomFieldValue( Field => $CFName, Value => $Value );
>
> return 1;
>
>
>
>
> --
> http://www.wikiak.org
>
> #
>  Associate yourself with men of good quality if you esteem
>  your own reputation; for 'tis better to be alone then in bad
>  company.- George Washington, Rules of Civility
>

Re: [rt-users] Postfix can not send email

[Alex Peters]

What do RT's debug logs show when an email is generated?

On Thu, 22 Jan 2015 2:39 am leandro.gs  wrote:

> Hey! I have seen a lot of questions about this, but none of the answers
> helped me with this issue. Here's the problem, I have an external dedicated
> email server and I'm using fetchmail to get this emails so RT can proccess
> it. RT can send email notifications to the users and I'm trying to do so
> using postfix. Here follows my main.cf file:
>
>
>
> When I monitor the maillog, I can see that the notifications are sent from
> the correct mail, but the destination keep going wrong
> (r...@correio.incaper.es.gov.br) does anyone know how to sent the emails
> to
> the requestors, Cc and AdminCc?
>
>
>
> --
> View this message in context: http://requesttracker.8502.n7.
> nabble.com/Postfix-can-not-send-email-tp59397.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] RT eats table-tags in html-emails

[Alex Peters]

HTML tables are mostly displaying as expected on my installation (ignoring
missing images and CSS).  I'm running v4.2.7 though; I guess it's possible
that a regression has occurred in a later version.

There are no other relevant settings in my RT_SiteConfig.pm file, and I'm
90% sure that I didn't add any special flags when I ran the "configure"
script.

Looking at the code, HTML::Gumbo would be ignored if it failed to install
properly for some reason.  Are you seeing anything interesting in RT's
debug logs?  I remember having to grab a very fresh HTML::Gumbo version
because of some installation issue I encountered with an older (but still
somewhat recent) one.

Lastly, you've probably already done this, but for the sake of
documentation, RT would need to be restarted after the installation of this
module.

On 19 January 2015 at 18:56, Guadagnino Cristiano <
guadagnino.cristi...@creval.it> wrote:

>  I have both already set. Is it working in your system?
> Did you need to add something to the config command line?
>
>
> --
> *Da:* Alex Peters  
> *Inviato:* Mon Jan 19 2015 08:48:45 GMT+0100 (CET)
> *A:* rt-users@lists.bestpractical.com 
> 
> *Cc:* Guadagnino Cristiano 
> 
> *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails
>
>  Looking at the RT_Config documentation, I think you might need to enable
> the $TrustHTMLAttachments setting.  I know I've enabled that in my local
> installation.
>
>  You might also need to increase the $MaxInlineBody setting from its
> default of 12,000 bytes (or set it to 0 to disable size limiting
> altogether), since things with HTML tables in my experience tend to
> frequently exceed that limit.
>
> On 19 January 2015 at 18:41, Guadagnino Cristiano <
> guadagnino.cristi...@creval.it> wrote:
>
>> I did this while upgrading to 4.2.9 but nothing changed in the dispplay
>> of html tables.
>> Is there something more that needs to be done?
>> IIRC this is not very well documented... just a note among the release
>> notes.
>>
>> T.I.A.
>>
>> Cris
>>
>>
>> --
>> *Da:* Alex Peters  
>> *Inviato:* Sat Jan 17 2015 01:09:38 GMT+0100 (CET)
>> *A:* k...@rice.edu  , vinz
>>  
>> *Cc:* 
>> 
>> *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails
>>
>> Another solution in recent versions of RT is to install the HTML::Gumbo
>> module from CPAN, which should automatically enable correct display of all
>> HTML in tickets without any coding.
>>
>>
>>
>
>

Re: [rt-users] RT eats table-tags in html-emails

[Alex Peters]

Looking at the RT_Config documentation, I think you might need to enable
the $TrustHTMLAttachments setting.  I know I've enabled that in my local
installation.

You might also need to increase the $MaxInlineBody setting from its default
of 12,000 bytes (or set it to 0 to disable size limiting altogether), since
things with HTML tables in my experience tend to frequently exceed that
limit.

On 19 January 2015 at 18:41, Guadagnino Cristiano <
guadagnino.cristi...@creval.it> wrote:

>  I did this while upgrading to 4.2.9 but nothing changed in the dispplay
> of html tables.
> Is there something more that needs to be done?
> IIRC this is not very well documented... just a note among the release
> notes.
>
> T.I.A.
>
> Cris
>
>
> ------
> *Da:* Alex Peters  
> *Inviato:* Sat Jan 17 2015 01:09:38 GMT+0100 (CET)
> *A:* k...@rice.edu  , vinz
>  
> *Cc:* 
> 
> *Oggetto:* Re: [rt-users] RT eats table-tags in html-emails
>
> Another solution in recent versions of RT is to install the HTML::Gumbo
> module from CPAN, which should automatically enable correct display of all
> HTML in tickets without any coding.
>
>
>

Re: [rt-users] problem in RT

[Alex Peters]

To change the HTML of the Login page:

   1. Copy share/html/Elements/Login.html to
   local/share/html/Elements/Login.html.
   2. Modify local/share/html/Elements/Login.html as desired.
   3. Clean the Mason cache
    and restart RT to
   see your changes.

To make an RT user "privileged," log into RT as a superuser (such as
"root") and tick the "Let this user be granted rights (Privileged)" option
for the user to be privileged (Admin > Users > Select > user).

Note that RT user rights/privileges and UNIX permissions are different
things.  As such, you should not be giving your RT_SiteConfig.pm file
executable permissions.

On 18 January 2015 at 21:37, Shahab Sharifzadeh  wrote:

> >If I understand you correctly, you need to make your user "privileged."
> >Unprivileged users are forced to use the Self Service area.
>
> >I don't know what you mean by 'edit "username" to "user"'. Are you trying
> >to change the visible wording on the login page?
>
> Yes i want to change visible wording on the login page.
>
> i have changed permission RT_SitecConfig.pm (775 & 777) but it doesn't
> work.
>
> what i have to do?
>
>

Re: [rt-users] setting a password for a user

[Alex Peters]

When you say in your original message that you seem to be required to
change your own password in order to change someone else's, can you please
describe what is being shown to you in RT's interface at that point?

I'm still expecting that you're being shown three password entry boxes on
users' Modify pages when you're logged in.  One should be asking for your
password, and the other two should be asking for that user's new password.
What's being shown to you if that's incorrect?

On Sat, 17 Jan 2015 6:56 am Boris Epstein  wrote:

> Alex,
>
> I finally resolved the issue by setting up the password for use root using
> this command:
>
> perl -I/opt/rt4/local/lib -I/opt/rt4/lib \
> -MRT -MRT::User \
> -e'RT::LoadConfig();RT::Init(); my $u =
> RT::User->new($RT::SystemUser); $u->Load("root"); $u->SetPassword("secret")'
>
> borrowed from here:
> http://requesttracker.wikia.com/wiki/RecoverRootPassword
>
> and then logging in as root. As soon as I did I saw the tabs for password
> entry and was able to set a password for the user in question.
>
> I guess the question still remains, what is the rational behind me being
> unable to do so just as a user with admin privileges.
>
> Thanks.
>
> Boris.
>
> On Fri, Jan 16, 2015 at 9:34 AM, Boris Epstein 
> wrote:
>
>> Hi Alex,
>>
>> Thanks for the reply.
>>
>> We actually do import passwords from LDAP for users that are in LDAP. But
>> is it possible to also have users who are not in LDAP - and be able to
>> change their passwords? I am sorry, I must be missing something but I still
>> don't quite see the logic of the arrangement in place.
>>
>> Cheers,
>>
>> Boris.
>>
>>
>> On Thu, Jan 15, 2015 at 11:34 PM, Alex Peters  wrote:
>>
>>> The discussion thread you've linked to concerns LDAP, and doesn't seem
>>> relevant to your case.
>>>
>>> If you have the correct privileges (which you seem to), the Modify
>>> screen for another user will have three password boxes: the top one for you
>>> to confirm your password, and the bottom two to actually change the user's
>>> password.  I assume that the requirement to enter your own password at this
>>> stage is for added security, i.e. to prevent someone else using your
>>> logged-in account to gain access to other people's accounts.
>>>
>>> Does this resolve things?
>>>
>>> On 16 January 2015 at 14:27, Boris Epstein  wrote:
>>>
>>>> Hello all,
>>>>
>>>> I am a user who has administrative privileges within my RT
>>>> installation. That is usually enough but now an situation has come up that
>>>> I need to alter an RT password for a user and it has turned out that I need
>>>> to do that but can't - at least not easily.
>>>>
>>>> Here is a discussion I found on the topic:
>>>>
>>>> http://www.gossamer-threads.com/lists/rt/users/99177
>>>>
>>>> So it looks like I need to either create/activate user "root" and
>>>> create a password for that user (not sure exactly how to do that) or I need
>>>> to change my own password - why should I?
>>>>
>>>> At any rate, any insight into what the logic is behind things being
>>>> this way would be very helpful. Same for practical advice on how to set
>>>> things up in such a way that admin users can modify other users' passwords
>>>> by default though the web GUI.
>>>>
>>>> Thanks in advance.
>>>>
>>>> Cheers,
>>>>
>>>> Boris.
>>>>
>>>
>>>
>>
>

Re: [rt-users] RT eats table-tags in html-emails

[Alex Peters]

Another solution in recent versions of RT is to install the HTML::Gumbo
module from CPAN, which should automatically enable correct display of all
HTML in tickets without any coding.

On Sat, 17 Jan 2015 1:11 am k...@rice.edu  wrote:

> On Fri, Jan 16, 2015 at 06:49:05AM -0700, vinz wrote:
> > RT is pruning the table, td and tr -tags from emails when you look at
> them at
> > the Ticket/Display.html -page, is there a way to stop RT from doing this?
> >
> > I tried enabling Rich text (HTML) in my preferences and looked at
> > \share\html\Elements\ShowMessageStanza but I'm just a beginner when it
> comes
> > to perl.
> >
> > I'm currently on RT 4.2.6 and use apache, mod_fcgi and nginx as a reverse
> > proxy.
> >
> > Thanks in advance,
> > vinz
> >
> Hi Vinz,
>
> You need to adjust the allowed tags in the HTML::Scrubber object by adding
> a
> Web_Local.pm:
>
> https://www.bestpractical.com/docs/rt/4.2/RT/Interface/Web.html
>
> Here is what I am using because I wanted to allow the tables to have
> colors:
>
> 
> package HTML::Mason::Commands;
> # Let tables through
> push @SCRUBBER_ALLOWED_TAGS, qw(TABLE THEAD TBODY TFOOT TR TD TH);
> # Allow bgcolor to be set
> $SCRUBBER_ALLOWED_ATTRIBUTES{bgcolor} = '^\s*\#[a-fA-F0-9]{3,6}\s*';
> 1;
> 
>
> Make sure to set the option in your RT_SiteConfig.pm
>
> Set($TrustHTMLAttachments, 1);
>
> I think that is all I needed to do. Then restart after clearing your Mason
> cache.
>
> Regards,
> Ken
>

Re: [rt-users] setting a password for a user

[Alex Peters]

The discussion thread you've linked to concerns LDAP, and doesn't seem
relevant to your case.

If you have the correct privileges (which you seem to), the Modify screen
for another user will have three password boxes: the top one for you to
confirm your password, and the bottom two to actually change the user's
password.  I assume that the requirement to enter your own password at this
stage is for added security, i.e. to prevent someone else using your
logged-in account to gain access to other people's accounts.

Does this resolve things?

On 16 January 2015 at 14:27, Boris Epstein  wrote:

> Hello all,
>
> I am a user who has administrative privileges within my RT installation.
> That is usually enough but now an situation has come up that I need to
> alter an RT password for a user and it has turned out that I need to do
> that but can't - at least not easily.
>
> Here is a discussion I found on the topic:
>
> http://www.gossamer-threads.com/lists/rt/users/99177
>
> So it looks like I need to either create/activate user "root" and create a
> password for that user (not sure exactly how to do that) or I need to
> change my own password - why should I?
>
> At any rate, any insight into what the logic is behind things being this
> way would be very helpful. Same for practical advice on how to set things
> up in such a way that admin users can modify other users' passwords by
> default though the web GUI.
>
> Thanks in advance.
>
> Cheers,
>
> Boris.
>

Re: [rt-users] Upgrade of RT

[Alex Peters]

Perform a mysqldump of the old database, and import it into a new location
as is.

Follow the instructions included with RT for a new installation, ignoring
the database steps.

Add the new database connection details to your new installation's
RT_SiteConfig.pm file (ensuring that the $DatabaseAdmin value is set
appropriately).

Run sbin/rt-setup-database from the root of the new RT installation with
the appropriate options (including "--action upgrade").  See "--help".

When I upgrade, I tend to follow the steps above rather than upgrading in
place like RT's instructions suggest.

On Fri, 16 Jan 2015 12:53 am Iain Vowles  wrote:

>  Hi,
>
>
>
> We are new to the whole RT upgrading game and would like to do the
> following:
>
>
>
> · A clean install the new RT 4.2.9 on a new server (server is
> already configured with the correct Apache (2.2.15), Perl (5.10.1), and
> MySQL (5.1.73))
>
> · Export the MySQL data from our old RT server - version 3.6.11
>
> · Import the data to the new 4.2.9 version
>
>
>
> Can someone let us know how to go about this.
>
>
>
> Many Thanks,
>
>
>
> Iain Vowles
>
>
>
>
>
> *Iain Vowles* | Senior Analyst, Information Services/ Analyst Senior,
> Services d’Information
>
> *Université McGill University* | University Advancement / Avancement
> universitaire
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Re: [rt-users] a few trivial questions about tickets

[Alex Peters]

To place a named saved search on the main page, go into your "RT at a
glance" settings by clicking the Edit link in the top right corner.  If
your user has the correct saved search privileges, you can simply add any
existing search to one of the columns.

On 15 January 2015 at 22:07, Luca Ferrari  wrote:

> Hi all,
> first of all I'm using rt just from a few weeks, and I find it great.
> I come from 2+ years of redmine usage, so apologize me if the
> questions are trivial, but I'm not able to find the right answer in
> the documentation.
>
> I've added a few custom fields to my ticket definition, for example
> "git commit", but I'm able to see the custom fields only when creating
> a ticket or editing in jumbo mode. I cannot see them for instance when
> resolving a ticket (i.e., Action->Resolv), which for some of them
> makes much more sense.
> Therefore, taking "git commit" as an example, is there a way to tie
> such field to appear only when a specific action is executed against a
> ticket?
>
> Moreover, is there any progress meter to attach to tickets or should I
> define it as custom field?
>
> Last question: is there a short way to place a named saved search in a
> menu or on the dashboard so that I can launch it quickly without
> having to go to Search->Tickets->New Search? What I'd like to do is
> the quick switch between open tickets and all tickets to see also
> resolved ones.
>
> Thanks for the time.
>

Re: [rt-users] a few trivial questions about tickets

[Alex Peters]

I believe that custom fields will appear on the comment/resolve page if
they are set up as "transaction" custom fields instead of "ticket" custom
fields.  I don't know whether this is suitable for your needs though.  Is
it acceptable in your case for one ticket to have multiple Git commit
values?  If not, this is probably not a solution for you.

I don't think that there are any settings to make custom fields display
conditionally depending on the specific action being taken, but you could
possibly write callbacks to achieve this.

Ticket progress can be tracked by setting "time estimated" (and/or "time
left") and updating "time worked" as progress is made.  If you explicitly
want to display a percentage, you'd probably need to create a custom field.

For me, when I've wanted to monitor progress of a ticket at a closer level
than just "not done yet" and "done," I've split the work into multiple
child tickets instead.  It's very easy to see from a parent ticket how many
child tickets still require completion, and then there's no need to
remember to manually update time worked/completion percentage values—if
three out of five child tickets are crossed out, the parent ticket is more
or less 60% done.

On 15 January 2015 at 22:07, Luca Ferrari  wrote:

> Hi all,
> first of all I'm using rt just from a few weeks, and I find it great.
> I come from 2+ years of redmine usage, so apologize me if the
> questions are trivial, but I'm not able to find the right answer in
> the documentation.
>
> I've added a few custom fields to my ticket definition, for example
> "git commit", but I'm able to see the custom fields only when creating
> a ticket or editing in jumbo mode. I cannot see them for instance when
> resolving a ticket (i.e., Action->Resolv), which for some of them
> makes much more sense.
> Therefore, taking "git commit" as an example, is there a way to tie
> such field to appear only when a specific action is executed against a
> ticket?
>
> Moreover, is there any progress meter to attach to tickets or should I
> define it as custom field?
>
> Last question: is there a short way to place a named saved search in a
> menu or on the dashboard so that I can launch it quickly without
> having to go to Search->Tickets->New Search? What I'd like to do is
> the quick switch between open tickets and all tickets to see also
> resolved ones.
>
> Thanks for the time.
>

Re: [rt-users] problem in RT

[Alex Peters]

What are you changing the permissions from?  What is the file's owning
user/group?

It sounds like something is repeatedly changing the permissions on this
file.  To my knowledge, RT doesn't do that.  Is someone else logging in and
doing it?  Do you have some sort of cron job or automated system
configuration toolkit running on the system (e.g. Puppet, Ansible, Chef,
Salt)?

What user does RT run as?  If you change ownership of this file to that
user,  you should  find that you don't need to keep resetting the
permissions to something overly generous.

Still, it would be good to understand what's actually repeatedly touching
your config file— especially if it's something automated, because that
would need correcting.

On Thu, 15 Jan 2015 9:43 pm Lorraine Johnson  wrote:

> I change the permissions to 775 then it's able to connect to db and work
>
> thanks
>
> On Wed, Jan 14, 2015 at 10:40 PM, Alex Peters  wrote:
>
>> To be clear, the UNIX permissions of that file are changing almost every
>> morning?
>>
>> What are they changing to in order to cause RT to fail, and what are you
>> changing them back to?
>>
>> On Thu, 15 Jan 2015 3:19 am Lorraine Johnson 
>> wrote:
>>
>>> This happens mostly in the mornings when i go to the office, even before
>>> the day's work starts.
>>>
>>> On Wed, Jan 14, 2015 at 1:35 PM, Alex Peters  wrote:
>>>
>>>> It sounds like something is repeatedly modifying the permission of your
>>>> RT_SiteConfig.pm file such that RT can't read it.  I don't think RT would
>>>> be doing that.  How often is this happening for you?  Are you performing
>>>> any particular steps before this occurs?
>>>>
>>>> On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson 
>>>> wrote:
>>>>
>>>>> Hello,
>>>>>
>>>>> I have this issue with my RT most often the RT looses connectivity the
>>>>> RT database and when that happens I have to change the permission of the
>>>>> file RT_SitecConfig.pm in the /opt/rt4/etc folder.
>>>>> I want to fix that problem once and for all, please help
>>>>>
>>>>> thanks for your attention
>>>>>
>>>>> On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters  wrote:
>>>>>
>>>>>> If I understand you correctly, you need to make your user
>>>>>> "privileged."  Unprivileged users are forced to use the Self Service 
>>>>>> area.
>>>>>>
>>>>>> I don't know what you mean by 'edit "username" to "user"'.  Are you
>>>>>> trying to change the visible wording on the login page?
>>>>>>
>>>>>> On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh 
>>>>>> wrote:
>>>>>>
>>>>>>>
>>>>>>> Hi
>>>>>>> When I change the login page ( for example I want to edit "username"
>>>>>>> to "user" ) I have a problem, when I want to login to RT with every 
>>>>>>> device
>>>>>>> I have redirected to selfservice automatically. Please help me that why
>>>>>>> this happened?
>>>>>>> Thanks for your attention.
>>>>>>>
>>>>>>>
>>>>>
>>>
>

Re: [rt-users] problem in RT

[Alex Peters]

To be clear, the UNIX permissions of that file are changing almost every
morning?

What are they changing to in order to cause RT to fail, and what are you
changing them back to?

On Thu, 15 Jan 2015 3:19 am Lorraine Johnson  wrote:

> This happens mostly in the mornings when i go to the office, even before
> the day's work starts.
>
> On Wed, Jan 14, 2015 at 1:35 PM, Alex Peters  wrote:
>
>> It sounds like something is repeatedly modifying the permission of your
>> RT_SiteConfig.pm file such that RT can't read it.  I don't think RT would
>> be doing that.  How often is this happening for you?  Are you performing
>> any particular steps before this occurs?
>>
>> On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson 
>> wrote:
>>
>>> Hello,
>>>
>>> I have this issue with my RT most often the RT looses connectivity the
>>> RT database and when that happens I have to change the permission of the
>>> file RT_SitecConfig.pm in the /opt/rt4/etc folder.
>>> I want to fix that problem once and for all, please help
>>>
>>> thanks for your attention
>>>
>>> On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters  wrote:
>>>
>>>> If I understand you correctly, you need to make your user
>>>> "privileged."  Unprivileged users are forced to use the Self Service area.
>>>>
>>>> I don't know what you mean by 'edit "username" to "user"'.  Are you
>>>> trying to change the visible wording on the login page?
>>>>
>>>> On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh 
>>>> wrote:
>>>>
>>>>>
>>>>> Hi
>>>>> When I change the login page ( for example I want to edit "username"
>>>>> to "user" ) I have a problem, when I want to login to RT with every device
>>>>> I have redirected to selfservice automatically. Please help me that why
>>>>> this happened?
>>>>> Thanks for your attention.
>>>>>
>>>>>
>>>
>

Re: [rt-users] problem in RT

[Alex Peters]

It sounds like something is repeatedly modifying the permission of your
RT_SiteConfig.pm file such that RT can't read it.  I don't think RT would
be doing that.  How often is this happening for you?  Are you performing
any particular steps before this occurs?

On Wed, 14 Jan 2015 8:48 pm Lorraine Johnson  wrote:

> Hello,
>
> I have this issue with my RT most often the RT looses connectivity the RT
> database and when that happens I have to change the permission of the file
> RT_SitecConfig.pm in the /opt/rt4/etc folder.
> I want to fix that problem once and for all, please help
>
> thanks for your attention
>
> On Tue, Jan 13, 2015 at 11:22 PM, Alex Peters  wrote:
>
>> If I understand you correctly, you need to make your user "privileged."
>> Unprivileged users are forced to use the Self Service area.
>>
>> I don't know what you mean by 'edit "username" to "user"'.  Are you
>> trying to change the visible wording on the login page?
>>
>> On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh 
>> wrote:
>>
>>>
>>> Hi
>>> When I change the login page ( for example I want to edit "username" to
>>> "user" ) I have a problem, when I want to login to RT with every device I
>>> have redirected to selfservice automatically. Please help me that why this
>>> happened?
>>> Thanks for your attention.
>>>
>>>
>

Re: [rt-users] problem in RT

[Alex Peters]

If I understand you correctly, you need to make your user "privileged."
Unprivileged users are forced to use the Self Service area.

I don't know what you mean by 'edit "username" to "user"'.  Are you trying
to change the visible wording on the login page?

On Wed, 14 Jan 2015 12:56 am Shahab Sharifzadeh  wrote:

>
> Hi
> When I change the login page ( for example I want to edit "username" to
> "user" ) I have a problem, when I want to login to RT with every device I
> have redirected to selfservice automatically. Please help me that why this
> happened?
> Thanks for your attention.
>
>

Re: [rt-users] Auto Create Ticket Scrip

[Alex Peters]

A "user-defined" action will do nothing if the corresponding "custom action
code" boxes are empty.  (That should probably actually trigger an error.)

Setting your scrip's action to "Create Tickets" should have your scrip
working as expected.

You can also use queue names in create-ticket templates if you'd prefer the
template to be a little more self-explanatory.

On 11 January 2015 at 08:00, Trev  wrote:

> Hi all,
>
>   4.2.4 on Debian
>
>   Created a scrip that calls a custom template to create a ticket in a
> queue when another ticket is created. Seems easy enough, but I am having a
> little bit of difficulty implementing it.
>
>   So this is applied to a queue that I am opening tickets selecting... no
> 'auto tickets' are creating.
>
>   What am I doing wrong or missing?
>
>   Thanks!
>
>   The Scrip:
>
>- Description: New User - Auto Create Tickets
>- Condition:On Create
>- Action:User Defined (I've toggled this back and forth from
>Open Tickets to User Defined)
>- Template:New User - Tickets
>- The 3 boxes below are EMPTY (custom conditions, prep and action...)
>
>
>   The Template:
>
>- Name: New User - Tickets
>- Description:
>- Type:  Perl (default)
>
>
> ===Create-Ticket: IT Security Modifications
> Queue   => 14
> Subject: Access for {$Tickets{'TOP'}->Subject()}
> Owner: {$Tickets{'TOP'}->Owner()}
> Depended-On-By: {$Tickets{'TOP'}->Id()}
> Content: Please attach approved changes for further approvals and
> implementation.
> ENDOFCONTENT
>
>
>
>
>

Re: [rt-users] dealing with aftermath of upgrade from 4.0 to 4.2 : "no value sent for required parameter 'Object'" error message

[Alex Peters]

When you say "no scary error messages," does that mean that you still
encountered some messages?

The file /opt/rt4/local/html/Ticket/Elements/ShowSummary is a custom
override, most definitely copied from an earlier RT version.  You will need
to identify what that override achieves differently to the stock version,
and either copy those changes into a copy of RT v4.2.9's equivalent file,
write those changes into a callback instead, or just delete the file
altogether if it doesn't seem to bring any benefit.

Altering the Makefile directly should never be needed; you should be able
to pass options to the configure script instead.

On Tue, 30 Dec 2014 8:47 pm Ruben  wrote:

>  Hi,
>
> I'm in the process of upgrading an RT4 installation to the latest release 
> (and after that: to do some performance upgrading).
>
> If I upgrade RT4.0.22 to RT4.2.9 the installation starts suffering from 
> multiple errors. The result of the upgrade is "clickable" and most of RT 
> seems to be working. I'm hoping that some pointers from people that are more 
> savvy to RT4's internals will help me resolve the issues I am facing.
>
> The upgrade has been performed on a cloned VM (ubuntu 12). There - 
> unfortunately - were/are no scary error messages encountered during the 
> upgrade.
>
> When we try to verify the upgrade it quickly becomes apparent that :
>
> Clicking on "Display" ( the generated URL being : 
> https://tickets.quanza.net/Ticket/Display.html?id=XXX where XXX is the 
> tickets ID) for an individual ticket results in this entry in the logfile:
>
> [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in 
> concatenation (.) or string at */opt/rt4/sbin/*../lib/RT/Interface/Web.pm 
> line 1884. (*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:1883)
> [2334] [Wed Dec 24 15:05:39 2014] [warning]: Use of uninitialized value in 
> concatenation (.) or string at */opt/rt4/sbin/*../lib/RT/Interface/Web.pm 
> line 1884. (*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:1883)
> [2334] [Wed Dec 24 15:05:40 2014] [error]: no value sent for required 
> parameter 'Object'
> Stack:
>   [/opt/rt4/local/html/Ticket/Elements/ShowSummary:98]
>   [/opt/rt4/share/html/Widgets/TitleBox:56]
>   [/opt/rt4/local/html/Ticket/Elements/ShowSummary:99]
>   [/opt/rt4/share/html/Ticket/Display.html:62]
>   [/opt/rt4/share/html/Widgets/TitleBox:56]
>   [/opt/rt4/share/html/Ticket/Display.html:63]
>   [/opt/rt4/share/html/Ticket/autohandler:66]
>   [*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:681]
>   [*/opt/rt4/sbin/*../lib/RT/Interface/Web.pm:369]
>   [/opt/rt4/share/html/autohandler:53]
> (/opt/rt4/lib/RT/Interface/Web/Handler.pm:208)
>
> I think it might have something to do with this comment:
>
> MakeClicky handlers added via a callback are now passed an "object" key in 
> the parameter hash instead of "ticket". The object may be any RT::Record 
> subclass.
>
> on https://www.bestpractical.com/docs/rt/4.2/UPGRADING-4.2.html , but I'm 
> really kind of in the dark here.
>
> The steps performed (on the clone of my current RT4 setup) were:
>
> ===
>
> wget https://download.bestpractical.com/pub/rt/release/rt-4.2.9.tar.gz
> tar -xvf rt-4.2.9.tar.gz
> cd rt-4.2.9
>
> service apache2 stop
>
> make testdeps
> make fixdeps
>
> altering Makefile to fit our user-setup:
>
> RTGROUP = rt
> WEB_USER = www-data
> WEB_GROUP = rt
>
> make upgrade
> make upgrade-database
>
> rm -fr /opt/rt4/var/mason_data/obj
> sed -i 's/LogToScreen/LogToSTDERR/g' /opt/rt4/etc/RT_SiteConfig.pm
> chown www-data:rt /opt/rt4/var/data/gpg
>
> service apache2 start
>
> 
>
> I'm apologizing for asking the obvious if I really should have been heeding 
> instructions that are available more closely (please feel free to point that 
> out very blatantly :P).
>
> Any insights / thoughts on what might be going wrong here would be greatly 
> appreciated (if any more information is required: i'm happy to provide it)!
>
> Kind regards,
>
> Ruben
>
>

Re: [rt-users] warning message on set ReferTo

[Alex Peters]

RT/Ticket.pm line 2639
>
> RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd41600)) called at 02.pl
> line 149
>
> eval {...} called at 02.pl line 149
> (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
>
>
>
> [82765] [Thu Dec 25 04:19:52 2014] [warning]: RT::Handle=HASH(0x802572648)
> couldn't execute the query 'SELECT  * FROM Tickets WHERE id = ?' at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line 602.
>
>
> DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648),
> "SELECT  * FROM Tickets WHERE id = ?", 3330370) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1234
>
>
> DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80beca300),
> "SELECT  * FROM Tickets WHERE id = ?", 3330370) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1153
>
>
> DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80beca300), "id",
> 3330370) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm
> line 120
>
>
> DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80beca300),
> "id", 3330370) called at /opt/rt4/lib//RT/Record.pm line 396
>
> RT::Record::LoadByCols(RT::Ticket=HASH(0x80beca300), "id",
> 3330370) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line 1168
>
>
> DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80beca300),
> 3330370) called at /opt/rt4/lib//RT/Ticket.pm line 146
>
> RT::Ticket::Load(RT::Ticket=HASH(0x80beca300), 3330370) called at
> /opt/rt4/lib//RT/Ticket.pm line 2581
>
> RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80becab88))
> called at /opt/rt4/lib//RT/Ticket.pm line 2569
>
> RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80becab88))
> called at /opt/rt4/lib//RT/Ticket.pm line 2639
>
> RT::Ticket::DESTROY(RT::Ticket=HASH(0x80becab88)) called at 02.pl
> line 149
>
> eval {...} called at 02.pl line 149
> (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
>
> [82765] [Thu Dec 25 04:19:52 2014] [warning]: TransactionBatch was fired
> on a ticket that no longer exists; unable to run scrips!  Call
> ->ApplyTransactionBatch before shredding the ticket, for consistent
> results. (/opt/rt4/lib//RT/Ticket.pm:2588)
>
>
>
> *From:* Alex Peters [mailto:a...@peters.net ]
> *Sent:* Wednesday, December 17, 2014 2:31 PM
> *To:* Payam Poursaied; rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] warning message on set ReferTo
>
>
>
> I can't see any obvious problems based on your error messages.
>
> There seems to be a typo in the code.  Is that directly copied from your
> script?
>
> Have you considered enabling debugging from within your script?
>
>
>
> On Thu, 18 Dec 2014 5:04 am Payam Poursaied  wrote:
>
> Hi All
> I have created a script which has below command to create a link
>
> $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,RecordTransactiosn=>0)
> ;
>
> When I run the script ReferTo link created, but I got below warning as
> well.
> RT version 4.2.8
> And line 149 of 02.pl is exit line.
>
> Any idea?
>
> [85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648)
> couldn't execute the query 'SELECT  * FROM Tickets WHERE id = ?' at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line
> 602.
>
> DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648),
> "SELECT  * FROM Tickets WHERE id = ?", 3311056) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line
> 1234
>
> DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0),
> "SELECT  * FROM Tickets WHERE id = ?", 3311056) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line
> 1153
>
> DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id",
> 3311056) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.pm
> line 120
>
>
> DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::Ticket=HASH(0x80e255cf
> 0), "id", 3311056) called at /opt/rt4/lib//RT/Record.pm line 396
> RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id", 3311056)
> called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm
> line 1168
> DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(0x80e255cf0),
> 3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146
> RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at
> /opt/rt4/lib//RT/Ticket.pm line 2581
> RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
> called at /opt/rt4/lib//RT/Ticket.pm line 2569
> RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
> called at /opt/rt4/lib//RT/Ticket.pm line 2639
> RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl
> line 149
> eval {...} called at 02.pl line 149
> (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
>
>

Re: [rt-users] warning message on set ReferTo

[Alex Peters]

I can't see any obvious problems based on your error messages.

There seems to be a typo in the code.  Is that directly copied from your
script?

Have you considered enabling debugging from within your script?

On Thu, 18 Dec 2014 5:04 am Payam Poursaied  wrote:

> Hi All
> I have created a script which has below command to create a link
> $Ticket->AddLink(Type=>'RefersTo',Target=>$pticket_id,
> RecordTransactiosn=>0)
> ;
>
> When I run the script ReferTo link created, but I got below warning as
> well.
> RT version 4.2.8
> And line 149 of 02.pl is exit line.
>
> Any idea?
>
> [85829] [Wed Dec 17 07:14:20 2014] [warning]: RT::Handle=HASH(0x802572648)
> couldn't execute the query 'SELECT  * FROM Tickets WHERE id = ?' at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Handle.pm line
> 602.
>
> DBIx::SearchBuilder::Handle::SimpleQuery(RT::Handle=HASH(0x802572648),
> "SELECT  * FROM Tickets WHERE id = ?", 3311056) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line
> 1234
>
> DBIx::SearchBuilder::Record::_LoadFromSQL(RT::Ticket=HASH(0x80e255cf0),
> "SELECT  * FROM Tickets WHERE id = ?", 3311056) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record.pm line
> 1153
>
> DBIx::SearchBuilder::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0),
> "id",
> 3311056) called at
> /usr/local/lib/perl5/site_perl/5.14.2/DBIx/SearchBuilder/Record/Cachable.
> pm
> line 120
>
> DBIx::SearchBuilder::Record::Cachable::LoadByCols(RT::
> Ticket=HASH(0x80e255cf
> 0), "id", 3311056) called at /opt/rt4/lib//RT/Record.pm line 396
> RT::Record::LoadByCols(RT::Ticket=HASH(0x80e255cf0), "id",
> 3311056)
> called at /usr/local/lib/perl5/site_perl/5.14.2/DBIx/
> SearchBuilder/Record.pm
> line 1168
> DBIx::SearchBuilder::Record::LoadById(RT::Ticket=HASH(
> 0x80e255cf0),
> 3311056) called at /opt/rt4/lib//RT/Ticket.pm line 146
> RT::Ticket::Load(RT::Ticket=HASH(0x80e255cf0), 3311056) called at
> /opt/rt4/lib//RT/Ticket.pm line 2581
> RT::Ticket::_ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
> called at /opt/rt4/lib//RT/Ticket.pm line 2569
> RT::Ticket::ApplyTransactionBatch(RT::Ticket=HASH(0x80dd1a9f0))
> called at /opt/rt4/lib//RT/Ticket.pm line 2639
> RT::Ticket::DESTROY(RT::Ticket=HASH(0x80dd1a9f0)) called at 02.pl
> line 149
> eval {...} called at 02.pl line 149
> (/usr/local/lib/perl5/site_perl/5.14.2/Carp.pm:169)
>
>

Re: [rt-users] Help with Templates

[Alex Peters]

Links have a "base" and a "target."  Logically, I would expect the target
to be the "other thing."  I think that's not the case for "depends on"
relationships, which is what I based my code on.  (I don't know whether
that should be regarded as a bug.)

Anyway, try replacing "BaseURI" and "BaseObj" with "TargetURI" and
"TargetObj" respectively.

I apologise for not testing my code in this instance before sharing it with
the list.

On 17 December 2014 at 23:18, Thomas Westlund  wrote:
>
> Hi again,
>
>
>
> Hmm, seems there might be something wrong or missing with the code
>
> It only prints the ID of the current ticket, I have related two tickets to
> test it, it prints its own id two times.
>
>
>
> Any tips where to start?
>
>
>
> --
>
> Thomas
>
>
>
>
>
> *Fra:* Alex Peters [mailto:a...@peters.net]
> *Sendt:* 17. desember 2014 12:59
>
> *Til:* Thomas Westlund
> *Kopi:* rt-users@lists.bestpractical.com
> *Emne:* Re: [rt-users] Help with Templates
>
>
>
> I personally don't have experience with assets, but hopefully someone else
> on the list can assist you with modifying that code to list assets (or give
> you code to list them separately).
>
>
>
> On 17 December 2014 at 22:56, Thomas Westlund  wrote:
>
> Thanx, that did the trick. This is really helpful ;-)
>
>
>
> This code only prints related tickets, what if the related object is an
> Asset? Is it possible to print the id of that as well?
>
>
>
> --
>
> Thomas
>
>
>
> *Fra:* Alex Peters [mailto:a...@peters.net]
> *Sendt:* 17. desember 2014 12:42
>
>
> *Til:* Thomas Westlund
> *Kopi:* rt-users@lists.bestpractical.com
> *Emne:* Re: [rt-users] Help with Templates
>
>
>
> Sorry, there's a missing closing bracket on the return line.  It should be
> this:
>
>
>
> return join(q{, }, map { "#$_" } sort @refers_to_ids);
>
>
>
> On 17 December 2014 at 22:38, Thomas Westlund  wrote:
>
> Hi,
>
>
>
> There seems to be an error in the code:
>
>
>
>
>
> This is my complete template
>
> === CUT  HERE  ==
>
> Subject: Ordrestatus: { $Ticket->SubjectTag }
>
>
>
> Hei,
>
>
>
> Her kommer ditt tilbud.
>
>
>
> Vennligst behold:
>
>
>
>  { $Ticket->SubjectTag }
>
>
>
> emnefeltet ved fremtidig korrespodanse i denne saken.
>
>
>
> Mvh,
>
> Kvantel AS
>
> {$Ticket->QueueObj->CorrespondAddress()}
>
>
>
> ---
>
> Related ticket IDs:
>
> {
>
>   my @refers_to_ids;
>
>   my $refers_to = $Ticket->RefersTo;
>
>   while (my $link = $refers_to->Next) {
>
> next unless $link->BaseURI->IsLocal;
>
> push @refers_to_ids, $link->BaseObj->id;
>
>   }
>
>   return join(q{, }, map { "#$_" } sort @refers_to_ids;
>
> }
>
> === CUT  HERE  ==
>
>
>
>
>
> When I try to save this template, I get the following error:
>
>
>
> · *Template Tilbud: Content updated*
>
> · *Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to
> = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless
> $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort
> @refers_to_ids; ': syntax error at template line 28*
>
> --
>
> Regards
>
> Thomas
>
>
>
> *Fra:* Alex Peters [mailto:a...@peters.net]
> *Sendt:* 17. desember 2014 11:57
> *Til:* Thomas Westlund
> *Kopi:* rt-users@lists.bestpractical.com
> *Emne:* Re: [rt-users] Help with Templates
>
>
>
> Simply copy everything between (and including) the outermost curly braces
> in the location where you'd like a comma-separated list of ticket numbers
> to appear.
>
>
>
> Basically any curly brace construct will be replaced with something else
> when the template is evaluated.
>
>
>
> On 17 December 2014 at 18:36, Thomas Westlund  wrote:
>
> Hi,
>
>
>
> Thanks for your reply
>
>
>
> I'm fairly new RT an my perl skills at not to good either.
>
>
>
> How would I go about outputting this in a template?
>
>
>
> --
>
> Thomas
>
>
> On 17. des. 2014, at 00.28, Alex Peters  wrote:
>
> You're getting an RT::Links instance, which is an iterator.  I've used
> something like this with success:
>
>
>
> Related ticket IDs: {
>
>   my @refers_to_ids;
>
>   my $refers_to = $Ticket->RefersTo;
>
>   while (my $link = $refers_to->Next) {
>
> next unless $link->BaseURI->IsLocal; # skip over non-ticket links
>
> push @refers_to_ids, $link->BaseObj->id;
>
>   }
>
>   return join(q{, }, map { "#$_" } sort @refers_to_ids;
>
> }
>
>
>
> On 17 December 2014 at 07:51, Thomas Westlund  wrote:
>
> Hi,
>
> I want to display the ID of related Tickets in my template
>
> I tried using this  {$Ticket->RefersTo}
>
> But that just returns RT::Links=HASH(0x7f6dc46f7d20)
>
> How can I expand this to the ID of the related object?
>
> Regards
>
> --
>
> Thomas
>
>

Re: [rt-users] Help with Templates

[Alex Peters]

I personally don't have experience with assets, but hopefully someone else
on the list can assist you with modifying that code to list assets (or give
you code to list them separately).

On 17 December 2014 at 22:56, Thomas Westlund  wrote:
>
> Thanx, that did the trick. This is really helpful ;-)
>
>
>
> This code only prints related tickets, what if the related object is an
> Asset? Is it possible to print the id of that as well?
>
>
>
> --
>
> Thomas
>
>
>
> *Fra:* Alex Peters [mailto:a...@peters.net]
> *Sendt:* 17. desember 2014 12:42
>
> *Til:* Thomas Westlund
> *Kopi:* rt-users@lists.bestpractical.com
> *Emne:* Re: [rt-users] Help with Templates
>
>
>
> Sorry, there's a missing closing bracket on the return line.  It should be
> this:
>
>
>
> return join(q{, }, map { "#$_" } sort @refers_to_ids);
>
>
>
> On 17 December 2014 at 22:38, Thomas Westlund  wrote:
>
> Hi,
>
>
>
> There seems to be an error in the code:
>
>
>
>
>
> This is my complete template
>
> === CUT  HERE  ==
>
> Subject: Ordrestatus: { $Ticket->SubjectTag }
>
>
>
> Hei,
>
>
>
> Her kommer ditt tilbud.
>
>
>
> Vennligst behold:
>
>
>
>  { $Ticket->SubjectTag }
>
>
>
> emnefeltet ved fremtidig korrespodanse i denne saken.
>
>
>
> Mvh,
>
> Kvantel AS
>
> {$Ticket->QueueObj->CorrespondAddress()}
>
>
>
> ---
>
> Related ticket IDs:
>
> {
>
>   my @refers_to_ids;
>
>   my $refers_to = $Ticket->RefersTo;
>
>   while (my $link = $refers_to->Next) {
>
> next unless $link->BaseURI->IsLocal;
>
> push @refers_to_ids, $link->BaseObj->id;
>
>   }
>
>   return join(q{, }, map { "#$_" } sort @refers_to_ids;
>
> }
>
> === CUT  HERE  ==
>
>
>
>
>
> When I try to save this template, I get the following error:
>
>
>
> · *Template Tilbud: Content updated*
>
> · *Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to
> = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless
> $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort
> @refers_to_ids; ': syntax error at template line 28*
>
> --
>
> Regards
>
> Thomas
>
>
>
> *Fra:* Alex Peters [mailto:a...@peters.net]
> *Sendt:* 17. desember 2014 11:57
> *Til:* Thomas Westlund
> *Kopi:* rt-users@lists.bestpractical.com
> *Emne:* Re: [rt-users] Help with Templates
>
>
>
> Simply copy everything between (and including) the outermost curly braces
> in the location where you'd like a comma-separated list of ticket numbers
> to appear.
>
>
>
> Basically any curly brace construct will be replaced with something else
> when the template is evaluated.
>
>
>
> On 17 December 2014 at 18:36, Thomas Westlund  wrote:
>
> Hi,
>
>
>
> Thanks for your reply
>
>
>
> I'm fairly new RT an my perl skills at not to good either.
>
>
>
> How would I go about outputting this in a template?
>
>
>
> --
>
> Thomas
>
>
> On 17. des. 2014, at 00.28, Alex Peters  wrote:
>
> You're getting an RT::Links instance, which is an iterator.  I've used
> something like this with success:
>
>
>
> Related ticket IDs: {
>
>   my @refers_to_ids;
>
>   my $refers_to = $Ticket->RefersTo;
>
>   while (my $link = $refers_to->Next) {
>
> next unless $link->BaseURI->IsLocal; # skip over non-ticket links
>
> push @refers_to_ids, $link->BaseObj->id;
>
>   }
>
>   return join(q{, }, map { "#$_" } sort @refers_to_ids;
>
> }
>
>
>
> On 17 December 2014 at 07:51, Thomas Westlund  wrote:
>
> Hi,
>
> I want to display the ID of related Tickets in my template
>
> I tried using this  {$Ticket->RefersTo}
>
> But that just returns RT::Links=HASH(0x7f6dc46f7d20)
>
> How can I expand this to the ID of the related object?
>
> Regards
>
> --
>
> Thomas
>
>

Re: [rt-users] Help with Templates

[Alex Peters]

Sorry, there's a missing closing bracket on the return line.  It should be
this:

return join(q{, }, map { "#$_" } sort @refers_to_ids);

On 17 December 2014 at 22:38, Thomas Westlund  wrote:
>
> Hi,
>
>
>
> There seems to be an error in the code:
>
>
>
>
>
> This is my complete template
>
> === CUT  HERE  ==
>
> Subject: Ordrestatus: { $Ticket->SubjectTag }
>
>
>
> Hei,
>
>
>
> Her kommer ditt tilbud.
>
>
>
> Vennligst behold:
>
>
>
>  { $Ticket->SubjectTag }
>
>
>
> emnefeltet ved fremtidig korrespodanse i denne saken.
>
>
>
> Mvh,
>
> Kvantel AS
>
> {$Ticket->QueueObj->CorrespondAddress()}
>
>
>
> ---
>
> Related ticket IDs:
>
> {
>
>   my @refers_to_ids;
>
>   my $refers_to = $Ticket->RefersTo;
>
>   while (my $link = $refers_to->Next) {
>
> next unless $link->BaseURI->IsLocal;
>
> push @refers_to_ids, $link->BaseObj->id;
>
>   }
>
>   return join(q{, }, map { "#$_" } sort @refers_to_ids;
>
> }
>
> === CUT  HERE  ==
>
>
>
>
>
> When I try to save this template, I get the following error:
>
>
>
> · *Template Tilbud: Content updated*
>
> · *Couldn't compile template codeblock ' my @refers_to_ids; my $refers_to
> = $Ticket->RefersTo; while (my $link = $refers_to->Next) { next unless
> $link->BaseURI->IsLocal; } return join(q{, }, map { "#$_" } sort
> @refers_to_ids; ': syntax error at template line 28*
>
> --
>
> Regards
>
> Thomas
>
>
>
> *Fra:* Alex Peters [mailto:a...@peters.net]
> *Sendt:* 17. desember 2014 11:57
> *Til:* Thomas Westlund
> *Kopi:* rt-users@lists.bestpractical.com
> *Emne:* Re: [rt-users] Help with Templates
>
>
>
> Simply copy everything between (and including) the outermost curly braces
> in the location where you'd like a comma-separated list of ticket numbers
> to appear.
>
>
>
> Basically any curly brace construct will be replaced with something else
> when the template is evaluated.
>
>
>
> On 17 December 2014 at 18:36, Thomas Westlund  wrote:
>
> Hi,
>
>
>
> Thanks for your reply
>
>
>
> I'm fairly new RT an my perl skills at not to good either.
>
>
>
> How would I go about outputting this in a template?
>
>
>
> --
>
> Thomas
>
>
> On 17. des. 2014, at 00.28, Alex Peters  wrote:
>
> You're getting an RT::Links instance, which is an iterator.  I've used
> something like this with success:
>
>
>
> Related ticket IDs: {
>
>   my @refers_to_ids;
>
>   my $refers_to = $Ticket->RefersTo;
>
>   while (my $link = $refers_to->Next) {
>
> next unless $link->BaseURI->IsLocal; # skip over non-ticket links
>
> push @refers_to_ids, $link->BaseObj->id;
>
>   }
>
>   return join(q{, }, map { "#$_" } sort @refers_to_ids;
>
> }
>
>
>
> On 17 December 2014 at 07:51, Thomas Westlund  wrote:
>
> Hi,
>
> I want to display the ID of related Tickets in my template
>
> I tried using this  {$Ticket->RefersTo}
>
> But that just returns RT::Links=HASH(0x7f6dc46f7d20)
>
> How can I expand this to the ID of the related object?
>
> Regards
>
> --
>
> Thomas
>
>

Re: [rt-users] Help with Templates

[Alex Peters]

Simply copy everything between (and including) the outermost curly braces
in the location where you'd like a comma-separated list of ticket numbers
to appear.

Basically any curly brace construct will be replaced with something else
when the template is evaluated.

On 17 December 2014 at 18:36, Thomas Westlund  wrote:
>
> Hi,
>
> Thanks for your reply
>
> I'm fairly new RT an my perl skills at not to good either.
>
> How would I go about outputting this in a template?
>
> --
> Thomas
>
>
>
> On 17. des. 2014, at 00.28, Alex Peters  wrote:
>
> You're getting an RT::Links instance, which is an iterator.  I've used
> something like this with success:
>
> Related ticket IDs: {
>   my @refers_to_ids;
>   my $refers_to = $Ticket->RefersTo;
>   while (my $link = $refers_to->Next) {
> next unless $link->BaseURI->IsLocal; # skip over non-ticket links
> push @refers_to_ids, $link->BaseObj->id;
>   }
>   return join(q{, }, map { "#$_" } sort @refers_to_ids;
> }
>
> On 17 December 2014 at 07:51, Thomas Westlund  wrote:
>>
>>  Hi,
>>
>> I want to display the ID of related Tickets in my template
>>
>> I tried using this  {$Ticket->RefersTo}
>>
>> But that just returns RT::Links=HASH(0x7f6dc46f7d20)
>>
>> How can I expand this to the ID of the related object?
>>
>> Regards
>>
>> --
>>
>> Thomas
>>
>

Re: [rt-users] Customiz theme -- Title Bar

[Alex Peters]

When you modify the colours for other page elements, do you see the CSS in
the Custom CSS text field changing accordingly?

I guess that the "div#header" custom CSS definition might have been removed.

Does adding "div#header { }" to your custom CSS solve the problem?

On 16 December 2014 at 03:53, Max McGrath  wrote:
>
> Hi all -
>
> Running RT 4.2.9 and it seems as though that I can't customize the color
> of the *Title Bar*.  Changing the color of any other page section works
> fine.  I've tried in multiple browsers and get the same result.
>
> Is this a known bug?  Or am I missing something?
> --
> Max McGrath
> Network Administrator
> Carthage College
> 262-552-5512
> mmcgr...@carthage.edu
>

Re: [rt-users] How do the 'One-time Cc' and 'One-time Bcc' lists get populated

[Alex Peters]

The "One-time Cc" list is constructed by collecting all of the addresses
related to all of the ticket's transactions and then removing addresses
belonging to requestors.

Is someone still regularly CC-ing this departed user in new tickets?
Alternatively (although I'm not sure that this is relevant), is that RT
user set up as a queue-level CC?

By adding this user's address to the $RTAddressRegexp regex, you're telling
RT that it directly receives mail to that address, which could have
unintended consequences (e.g. inability to add or re-add this email address
to tickets).

On 17 December 2014 at 06:39, k...@rice.edu  wrote:
>
> On Mon, Dec 15, 2014 at 04:08:52PM -0600, k...@rice.edu wrote:
> > Hi RT Users,
> >
> > I am trying to clear an address that keeps appearing in the
> > One-time Cc/Bcc list on the Reply form for a ticket. The user
> > is no longer here, but the address keeps showing up in the
> > Reply form for new tickets. How is that list constructed?
> >
> > Regards,
> > Ken
> >
>
> Okay. It looks like I can add the address to the $RTAddressRegexp
> and it will remove it. I was hoping that there was some type of
> DB/shredder/GUI action that could be used instead of polluting
> the regex.
>
> Regards,
> Ken
>

Re: [rt-users] Help with Templates

[Alex Peters]

You're getting an RT::Links instance, which is an iterator.  I've used
something like this with success:

Related ticket IDs: {
  my @refers_to_ids;
  my $refers_to = $Ticket->RefersTo;
  while (my $link = $refers_to->Next) {
next unless $link->BaseURI->IsLocal; # skip over non-ticket links
push @refers_to_ids, $link->BaseObj->id;
  }
  return join(q{, }, map { "#$_" } sort @refers_to_ids;
}

On 17 December 2014 at 07:51, Thomas Westlund  wrote:
>
>  Hi,
>
> I want to display the ID of related Tickets in my template
>
> I tried using this  {$Ticket->RefersTo}
>
> But that just returns RT::Links=HASH(0x7f6dc46f7d20)
>
> How can I expand this to the ID of the related object?
>
> Regards
>
> --
>
> Thomas
>

Re: [rt-users] quick-set Starts date

[Alex Peters]

I've pushed my changes to GitHub:

https://github.com/tbrumm/RT-Extension-StartsButtons/pull/1

Thanks again for your efforts.

On 3 December 2014 at 22:15, Brumm, Torsten / Kuehne + Nagel / Ham GI-ID <
torsten.br...@kuehne-nagel.com> wrote:
>
>  Hi Alex,
>
> sounds good to me, waiting to see your changes
>
>
> Torsten
>
>
>
> *Von:* Alex Peters [mailto:a...@peters.net]
> *Gesendet:* Mittwoch, 3. Dezember 2014 08:39
> *An:* Brumm, Torsten / Kuehne + Nagel / Ham GI-ID
> *Cc:* rt-users@lists.bestpractical.com
> *Betreff:* Re: [rt-users] quick-set Starts date
>
>
>
> This is a great starting point!  Thanks very much.
>
>
>
> I intend to modify the code you've provided in the following ways:
>
>- provide an option not to stall the tickets
>- use free-form dates and times (e.g. "8pm today", "midnight tomorrow")
>- define the desired buttons via RT_SiteConfig.pm
>- make the dates/times relative to the time of the button being
>pressed, not the time of the Display page being loaded
>
>  When I get around to that, and if I can do these changes in a way that
> would make sense for that plugin, I'll gladly send you a GitHub pull
> request.
>
>
>
> 2014-12-02 22:01 GMT+09:00 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID <
> torsten.br...@kuehne-nagel.com>:
>
> Hi Alex,
>
> just spent a few minutes to change the original RT-Extension-DueButtons to
> StartsButtons:
>
>
>
> https://github.com/tbrumm/RT-Extension-StartsButtons
>
>
>
> Have fun.
>
>
>
> *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
> Auftrag von *Alex Peters
> *Gesendet:* Dienstag, 2. Dezember 2014 03:23
> *An:* rt-users@lists.bestpractical.com
> *Betreff:* [rt-users] quick-set Starts date
>
>
>
> I want to be able to quickly adjust a ticket's Starts date from the
> ticket's Display view without going to the ticket's Dates page and manually
> entering the date.
>
>
>
> For example, having a "Starts" top-level menu item next to "Actions" with
> sub-entries "tomorrow morning," "next week" etc. would achieve this nicely.
>
>
>
> Has anyone already done something like this?  Any recommended approaches?
> Is there a best-practice way for submitting a POST request from that menu,
> or would I have to do it as a GET request?  Is anyone aware of a plugin
> that works in a similar manner?  Any pointers on which callbacks I should
> target?
>
>
> Kühne + Nagel (AG & Co.) KG
> Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE
> 812773878.
> Geschäftsleitung Kühne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk
> Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik Köstergarten, Christian
> Marnetté, Christian Solf, Jens Wollesen.
> Persönlich haftende Gesellschafterin: Kühne & Nagel A.G., Rechtsform:
> Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745,
> Geschäftsführendes Verwaltungsratsmitglied: Karl Gernandt.
> Geschäftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg
> Brinkmann (Stellv.), Richard Huhn, Björn Johansson, Bruno Mang, Stefan
> Paul, Tim Scharwath, Dominic Edmonds, Peder Winther.
>
> Wir arbeiten ausschließlich auf Grundlage der Allgemeinen Deutschen
> Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen
> insbesondere auf die vom Gesetz abweichenden Haftungsbeschränkungen von
> Ziffer 23 und 24 ADSp. Den vollständigen Text der ADSp übersenden wir Ihnen
> gerne auf Anfrage und können Sie auch unter http://www.kuehne-nagel.com
> einsehen. Ergänzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen
> internationaler Übereinkommen weder unsere Haftung noch die Zurechnung des
> Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers
> erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgeführten
> Fällen des nautischen Verschuldens oder Feuer an Bord nur für eigenes
> Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht für
> nautisches Verschulden, Feuer an Bord oder Mängel des Schiffes haften.
>
>
>

[rt-users] copying/pasting current Starts date into field changes Starts date

[Alex Peters]

I have an RT user account whose date display format is RFC2822, and a
ticket whose Starts value is Mon, 15 Dec 2014 18:19:28 +1100.

As that user, if I go to that ticket's Dates page, copy the Starts value
from the brackets into the text field and hit submit, the Starts value
rewinds by 11 hours (the GMT offset of the RT installation):

Starts changed from Mon, 15 Dec 2014 18:19:28 +1100 to Mon, 15 Dec 2014
07:19:28 +1100

In other words, the GMT offset seems to be reversed.  Should this be
considered a bug?

I realise that Time::ParseDate is responsible for handling all dates
entered into those text fields, but I wonder whether perhaps RT should
additionally try to parse any input as if it were in the current display
format (or perhaps any of the available display formats) before resorting
to Time::ParseDate.

I'm experiencing this on RT v4.2.7, although the v4.2.8 and v4.2.9 release
notes suggest that they'd also exhibit this behaviour.

Re: [rt-users] Dashboard E-Mail in MS Outlook

[Alex Peters]

I had a similar problem with dashboards appearing unformatted within Gmail.

This was because Gmail only honours styles defined at the tag level, not in
a

Re: [rt-users] Continued Migrations Questions -

[Alex Peters]

Did you end up resolving this?

If I understand correctly, you want outgoing mail that has a different
domain in the From: address to be sent through the SMTP server belonging to
that domain (i.e. a remote SMTP server).

I don't believe that's possible within RT itself.

On Thu, 23 Oct 2014 2:36 am Matt Wells  wrote:

> On my continued migration from ZenDesk I've come across something that
> honestly I've not done with RT.  Templates, Queues and app configuration, I
> feel good with.
> Something unique to my current workplace is the need for multiple domains
> email addresses.
> I know I can catch this downstream in a postfix server and write a filter
> for it but I wanted to see if RT could do it.
>
> My domain is example.com
> Queue 1 Email - supp...@example.com
> Queue 2 Email - n...@example.com
> Queue 3 Email - supp...@companyabc.com
>
> I need to relay mail through their smtp system.  Can you do that per
> queue?  Like I said, I can catch it downstream with postfix but something
> in the app would just be cleaner.
>
> Honestly, it's been a while since I ran RT in the workplace and I had
> forgotten how awesome these groups are.
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>

Re: [rt-users] Enable requestors to view ticket without logging in

[Alex Peters]

By default, RT's templates to non-RT-users doesn't have URLs to the
tickets.  Did you change the templates?  Would removing the URLs from the
customer-facing templates be enough?

On Wed, 29 Oct 2014 7:51 pm Rinke Colen  wrote:

> L.S.
>
> I have set up user accounts for IT staff, but not for any other
> people. There is no LDAP or other directory integration. We have only
> internal customers.
>
> Customers create tickets by sending an email. The automated response
> contains a link to the ticket. When the requestor follows that link,
> they are required to log in. Since they don't have a user account they
> can't.
>
> How can I enable requestors to view their tickets without logging in?
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>

Re: [rt-users] save addresses on tickets

[Alex Peters]

Do you have the option of using a multi-line custom field and writing one
address per line?

As far as I can see, that's the only really sane way to store multiple
free-form values per ticket.

This is a bit "dirtier," but could you create an "Address" queue, an
Address ticket for each address and then just link the other tickets to the
Address tickets as needed?  This would at least make searching for tickets
by address very easy.

On 27 November 2014 at 21:29, Christian Loos  wrote:
>
> Hi,
>
> has anyone made a local modification to save addresses on tickets?
> I'm looking for ideas how to implement this.
>
> Our requirements:
> * multiple addresses per ticket
> * address types (postal, installation)
> * search tickets by address
>
> We currently use CustomFields (Street, City, ZIP), but can't save more
> than one address per ticket with this.
>
> Chris
>

Re: [rt-users] rt 3.6.5 no longer sending emails

[Alex Peters]

RT::I18N::IsTextualContentType seems to have been introduced in RT v3.6.6,
so your scrips are relying on a newer version of RT than is installed.
This is a problem.

I guess you will need to upgrade to at least RT v3.6.6 (although the RT 3.6
and RT 3.8 series are both officially unsupported, so RT 4.0+ is
recommended).

On 29 November 2014 at 04:55, Cajun X  wrote:
>
> Hi,
>
> After updating RT to 3.6.5 on redhat it is no longer sending emails  - see
> error below
> Would someone be able to point us in the right direction
>
> Sendmail is working correctly but RT is not sending the email to it as it
> seems to bottom out with the following error
>
>
>
>
>  [error]: Scrip Prepare 6 died. - Undefined subroutine
> &RT::I18N::IsTextualContentType called at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 177.
>
>
>
> Stack:
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:177]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/Notify.pm:67]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/ScripAction_Overlay.pm:234]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:478]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrips_Overlay.pm:239]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Transaction_Overlay.pm:173]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Record.pm:1461]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:2435]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Ticket_Overlay.pm:2348]
>
>   [/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Email.pm:777]
>
>   [/usr/share/rt3/html/REST/1.0/NoAuth/mail-gateway:61]
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Scrip_Overlay.pm:481)
>
>
>
> 
>
> we are also getting some more generic errors
>
>  [warning]: Use of uninitialized value in string ne at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 1502.
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:1502)
>
>
> 
>
>  [warning]: Use of uninitialized value in string ne at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Report/Tickets.pm line 406.
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Report/Tickets.pm:406)
>  [warning]: Use of uninitialized value in substitution (s///) at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm line 632.
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/Interface/Web.pm:632)
>  [warning]: Use of uninitialized value in pattern match (m//) at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 396.
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:396)
> [warning]: Use of uninitialized value in concatenation (.) or string at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 413.
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413)
> [warning]: Encode::Guess failed: ; fallback to iso-8859-1
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413)
>  [warning]: Use of uninitialized value in pattern match (m//) at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 396.
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:396)
>  [warning]: Use of uninitialized value in concatenation (.) or string at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm line 413.
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413)
>  [warning]: Encode::Guess failed: ; fallback to iso-8859-1
> (/usr/lib/perl5/vendor_perl/5.8.8/RT/I18N.pm:413)
>  [error]: Scrip Prepare 4 died. - Undefined subroutine
> &RT::I18N::IsTextualContentType called at
> /usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm line 177.
>
>
>

Re: [rt-users] OnCreate -> AdminCC -> Gmail (BCC) Not Showing Up?

[Alex Peters]

Can your single user see those tickets in the RT web interface?  This
ensures that the rights are configured correctly.

It's possible that RT might not be sending mail because it identifies that
user as the user creating the ticket, and by default, RT doesn't email a
user about their own actions.  You can go to the Mail section of the
Preferences page for that user and set "Outgoing Mail" to Yes to be sure.

If all else fails, consider activating RT's debug logging and see what gets
generated.

On 29 November 2014 at 10:51, T. Howell-Cintron 
wrote:
>
> I have a fresh installation. I created several queues, and a single
> user, and added that user as the AdminCC to the queues.  RT ships with
> a scrip called "On Create Notify Owner and AdminCcs" which is enabled
> and left to the default settings.  I set up a few aliases from
> addresses like supp...@kathera.org to similarly named RT queues, and
> emails from any address are coming in to RT fine - they show up in the
> web interface almost immediately - and the autoreply is being sent to
> the requester as desired, but the AdminCC is not being notified of the
> ticket creation (nor any other activity on the queue).  Of course I've
> checked all my filters and spam queues, to no avail.
>
> Sending a test message from djhedn...@gmail.com to supp...@gmail.com,
> which injects the message into the Support queue, of which
> thowellcint...@gmail.com is an AdminCC:
>
> ==> /var/log/maillog <==
> Nov 28 18:46:00 vps-1145625-18788 postfix/smtpd[27814]: connect from
> mail-wi0-f172.google.com[209.85.212.172]
> Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: 1DF91F5C807A:
> client=mail-wi0-f172.google.com[209.85.212.172]
> Nov 28 18:46:01 vps-1145625-18788 postfix/cleanup[27818]:
> 1DF91F5C807A: message-id= i3murdlzirjhrpz2b4...@mail.gmail.com>
> Nov 28 18:46:01 vps-1145625-18788 postfix/qmgr[4474]: 1DF91F5C807A:
> from=, size=1479, nrcpt=1 (queue active)
> Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: disconnect
> from mail-wi0-f172.google.com[209.85.212.172]
>
> ==> /var/log/messages <==
> Nov 28 18:46:01 vps-1145625-18788 RT: [21684]
>  #1010/201 - Scrip
> 7 On Create Autoreply To Requestors
>
> ==> /var/log/maillog <==
> Nov 28 18:46:01 vps-1145625-18788 sendmail[27827]: sASNk1FV027827:
> from=apache, size=2377, class=-60, nrcpts=1,
> msgid=,
> relay=apache@localhost
> Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: connect from
> localhost[127.0.0.1]
> Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: E0C42F5C8817:
> client=localhost[127.0.0.1]
> Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]:
> E0C42F5C8817: message-id=<
> rt-4.2.9-21684-1417218361-54.1010-...@kathera.org>
> Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: E0C42F5C8817:
> from=, size=2763, nrcpt=1 (queue active)
> Nov 28 18:46:02 vps-1145625-18788 sendmail[27827]: sASNk1FV027827:
> to=djhedn...@gmail.com, ctladdr=apache (48/48), delay=00:00:01,
> xdelay=00:00:01, mailer=relay, pri=140377, relay=[127.0.0.1]
> [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as E0C42F5C8817)
> Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect
> from localhost[127.0.0.1]
>
> ==> /var/log/messages <==
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
>  sent  To:
> djhedn...@gmail.com
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
>  #1010/201 - Scrip
> 8 On Create Notify Owner and AdminCcs
>
> ==> /var/log/maillog <==
> Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829:
> from=apache, size=3002, class=-60, nrcpts=1,
> msgid=,
> relay=apache@localhost
> Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: connect from
> localhost[127.0.0.1]
> Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: 37948F5C8818:
> client=localhost[127.0.0.1]
> Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]:
> 37948F5C8818: message-id=<
> rt-4.2.9-21684-1417218361-179.1010-...@kathera.org>
> Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829:
> to=thowellcint...@gmail.com, ctladdr=apache (48/48), delay=00:00:00,
> xdelay=00:00:00, mailer=relay, pri=141002, relay=[127.0.0.1]
> [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 37948F5C8818)
> Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: 37948F5C8818:
> from=, size=3387, nrcpt=1 (queue active)
> Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect
> from localhost[127.0.0.1]
>
> ==> /var/log/messages <==
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
>  sent  Bcc:
> thowellcint...@gmail.com
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
>  #1010/201 -
> Scrip 9 On Create Notify Ccs
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
>  No recipients
> found. Not sending.
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
>  #1010/201 -
> Scrip 10 On Create Notify Other Recipients
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
>  No recipients
> found. Not sending.
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684] Ticket 1010 created in
> queue 'Support' by djhedn...@g

Re: [rt-users] Script issue

[Alex Peters]

If you're the ticket owner and you're changing the status, by default, RT
will not notify you about that action.

To change that, go to the Mail section of your Preferences page and set
"Outgoing mail" to Yes.

Let us know if that doesn't give you the desired behaviour.

On 2 December 2014 at 04:04, rgentil  wrote:
>
> Hey guys,
>
> I'm not expert in RT yet but I'd like to be. I'm having a problem with one
> of my scripts.
> I created a script below:
>
> Condition - On Status Change
> Action - Notify Owner, Requestors, CCs, Admins
> Template - Status Change
> Stage - Transaction Create
>
> If I send an email to support, I'll receive back the ticket number on
> autoreply, but when the ticket change its status I'm not receiving a
> notification or any mail back to let me know the ticket changed from "open"
> to "assigned" or whatever status it is. I've been looking for everything on
> the internet but I couldn't find any information that might help me.
>
> IF you could help me I really appreciate it.
>
> Thanks,
> Renato Gentil
>
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Script-issue-tp59083.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] how to provide the forward option to a user

[Alex Peters]

I think you would need to grant the ForwardMessage right to those users (or
to some group of which they are a member).

If your own RT account has the SuperUser right granted to it, that would
explain why you already have the ability to forward.

On 3 December 2014 at 05:12, Jeff Fioravanti  wrote:
>
> I have two users who are asking for the forward option within RT. I
> already have this option as part of my ability to reply-comment-forward so
> I am surprised it is not available to these other users. How would I assign
> this option to these other users? Thanks.
>
>
>
> *Jeff Fioravanti*
>
> Desktop Support Analyst
>
> jfiorava...@primax.us
>
> P 781-756-8247 (direct) | Fax 781-246-5609
>
>
>
> [image: Primax logo autosignature]  516 Edgewater Dr., Wakefield, MA
> 01880 ▪ www.primax.us
>
>
>
>
>
> *Confidentiality Statement*
>
> This e-mail and any attachments are for use by the intended recipient only
> and may contain information that is privileged, confidential or exempt from
> disclosure under applicable law. If you are not the intended recipient any
> disclosure, distribution or other use of this content is prohibited. If you
> received this e-mail in error, please immediately notify the sender and
> delete
>
>
>
>
>

Re: [rt-users] Howto overwrite user preferences

[Alex Peters]

The sbin/rt-preferences-viewer script will at least let you view
non-default user preferences, but not let you change them.  I personally
don't know of any way to programmatically alter them though.

On 4 December 2014 at 02:58, Sternberger, Sven 
wrote:
>
> Hello!
>
> we will upgrade soon our RT from 3.8.7 to 4.2.9, and
> I would like to initially set the preference
> for Theme  on System default (in our case now rudder)
>
> I found that the Preferences are stored in the DB in the table
> Attributes with the Name Pref-RT::System-1, but is there a way
> to override/alter them?
>
> In the content I only see something like
>
> BQkDARcDMTIwHFNlYXJjaFJlc3VsdHNSZWZyZXNoSW50ZXJ2YWw=
>
> regards!
>
> Sven
>
>

Re: [rt-users] Is it possible to change the date format for some specific searches

[Alex Peters]

If you're willing to write some code, you could create a callback that
modifies the $COLUMN_MAP variable, which defines all of the different
column types and how they are prepared.  You could then create a column
called "DueDate" which outputs just the date of the due date/time.

Create
$RTHOME/local/html/Callbacks/DueDate/Elements/RT__Ticket/ColumnMap/Once
with this content:

<%args>
$COLUMN_MAP

<%init>
$COLUMN_MAP->{'DueDate'} = {
title => 'Due', # loc
attribute => 'Due',
value => sub {
my $ticket = shift;
my $date = $ticket->DueObj;
return '' if not $date->IsSet;
return $date->Date;
}
};


Then, clear your Mason cache and restart your RT server:

http://requesttracker.wikia.com/wiki/CleanMasonCache

You should now see a "DueDate" choice when building searches.  The code can
be copied for other date/time values, or you could put a loop into the code
above.

On 5 December 2014 at 01:41, Gaston Huot  wrote:
>
> Is it possible to change the date format for some specific searches (eg.
> just the date without the time)? I don't want to change the general option
> (in user General preferences).
>
> ' href="__WebPath__/Ticket/Display.html?id=__id__">__id__/TITLE:#',
> ' href="__WebPath__/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject',
> Owner,
> *'__LastUpdated__/TITLE:MAJ'*
>
>
> Gaston
> 514.823-7202
>

Re: [rt-users] Complex search for users, as for tickets

[Alex Peters]

I'm not aware of any functionality to search for users in the same manner
as tickets (i.e. using TicketSQL), or to save those searches.  Since saving
user searches seems not possible, I would guess that showing users within
dashboards is also not possible.

On 5 December 2014 at 01:49, huotg01  wrote:
>
> Does the absence of answers means that the answer is "no way to do complex
> searches on users list" ?
> I someone knows for sure that it is not possible, please tell me. Thanks.
>
>
>
> --
> View this message in context:
> http://requesttracker.8502.n7.nabble.com/Complex-search-for-users-as-for-tickets-tp59054p59111.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>

Re: [rt-users] newbie script / Action question

[Alex Peters]

If you want RT to manage this, then I would agree that using a scrip is the
correct way to move tickets into different queues based on the appearance
of certain keywords in the subject.

Another option would be to handle it at the MTA (e.g. procmail) level, and
change the rt-mailgate command line accordingly per queue.  Being an RT
concern though, perhaps it's better to keep those rules within RT.

If the scrips stop working again and are actually failing, they will
definitely emit errors into the RT log (as long as the log is writeable, of
course!).

I wouldn't be too concerned about not seeing the "ChangeQueue" action in
the drop-down list, because there's no way to pass parameters to such
actions and in your case, because the destination queue varies based on
subject, you'd need to pass a different queue as a parameter.

Instead, perhaps just write a custom action that does the comparing and
moving all in one go.  Something like:

my $subject = $self->TicketObj->Subject;
my $queue;
if ($subject =~ /regex1/) {
  $queue = 'queue-for-regex-1';
}
elsif ($subject =~ /regex2/) {
  $queue = 'queue-for-regex-2';
}
elsif ($subject =~ /regex3/) {
  $queue = 'queue-for-regex-3';
}

$self->TicketObj->SetQueue($queue) if defined $queue;

On 6 December 2014 at 05:06, Karres, Dean  wrote:
>
>  Hi,
>
>
>
> Please feel free to point me at the correct docs here.  I think I am about
> to get a handle on some RT related thing and then it turns to smoke in my
> fingers :)
>
>
>
> Part of this is a “Best Practices” question.  We are testing RT at the
> moment so playing around is fine with the goal of a solid system at the far
> end.
>
>
>
> In our case I envision the following: a “tree” of Queues “rooted” at the
> primary “Helpdesk” queue.  All initial Customer interactions should come
> into the primary Helpdesk Queue.  Then a combination of human interaction
> and auto-filters should sort the inbound queue items into other “Word
> Queues”.
>
>
>
> The “auto-filter” bit is where I am having some issues.  I have seen the
> doc at: http://requesttracker.wikia.com/wiki/WriteCustomAction on Custom
> Actions.  I have used the GUI interface to create two Scripts that look at
> the main Queue and change the Queue for inbound tickets that have keywords
> in the Subject.  For example our Helpdesk sends special printing requests
> to a printing department and a sub-set of the Helpdesk staff can handle a
> limited number of trivial Personnel “status” issues.
>
>
>
> The Best-Practice question is: is this the best way to deal with these
> sorts of tickets and Queues?  I just want to move tickets that
> pattern-match X into special-queue-X.  There will be several other queues
> and the Helpdesk staff will sort inbound tickets into them as necessary.
>
>
>
> The tech question part has two parts:
>
> 1)  I used the GUI to create the filters as I mentioned above.  I saw
> no errors in the creation and they worked for a couple of hours then
> started failing for no obvious reason.  During this same time I was
> changing some MySQL innodb config options.  But then this morning the
> filter scripts magically started working again.  I don’t understand why
> they stopped or restarted.  I am not seeing (or am not looking in the right
> place) other debug info that might clue me in.
>
> 2)  In the link above it talks about writing a module to perform the
> action of the script(s).  It talks about registering the modules.  The
> question here is really, while looking through /opt/rt4/lib/…/Actions I see
> a ChangeQueue module/action.  While creating the scripts through the GUI
> the list of drop-down Actions did not include “Change Queue”.  That’s
> really what I want to do here.  Should that exist in the Action list?  How
> do I enable it if it should?
>
>
>
>
>
> Dean…K…
>

Re: [rt-users] RT- Gantt chart Possible to increase the length allowed to display the task name ?

[Alex Peters]

Are you referring to the truncation of ticket subjects in the leftmost
column of the Gantt chart?

If so, you can do an ugly hack to the JSGantt extension code to remove that
truncation.  (I don't actually know why that truncation occurs; removing it
causes no problems for me.)

Look
in $RTHOME/local/plugins/RT-Extension-JSGantt/lib/RT/Extension/JSGantt.pm
for the line containing "substr" and change that line from this:

name  => ( $Ticket->id . ': ' . substr $subject, 0, 30 ),

to this:

name  => ( $Ticket->id . ': ' . $subject ),

Restart your RT server to see the effect.

You will lose this hack (and have to redo it) if you upgrade the extension
later (v1.02 has been released in the last day or so).


On 10 December 2014 at 05:52, Gaston Huot  wrote:
>
> Is it possible to increase the length allowed to display the task name in
> the Gantt chart?
>
> Gaston Huot
> 514.823-7202
>

Re: [rt-users] suggestions for improvement

[Alex Peters]

>
> The concern here is that the installation process is not clear, and is
> *nowhere* made clear, that the extension is more than the single file.
> Many, many projects have extensions which are single files. Modern
> sysadmins install JS modules, Java plugins, browser plugins, Python
> modules, Ruby modules, Puppet modules, Chef cookbooks, Perl modules, etc.
> Even some of these configuration management packages are single files. The
> ones which aren’t contain clear instructions on how to install them.
>

It's not about whether an extension has a single file or not.  To install
any extension (be it for RT, or just Perl), you need a Makefile or a
Makefile generator whether the installed result is a single file or many.
The Makefile/Makefile generator is included in distributions.  You don't
get those things by downloading a single file.  This isn't an RT-specific
thing—this is a Perl thing.  The only reason it has anything to do with RT
is because of RT's design decision to use standard Perl modules for RT
extensions.  That's why I've suggested that RT's documentation should at
least mention that fact.

No Perl module is ever installed by downloading the .pm file and placing it
somewhere.  You need at least a .pm file and a Makefile, then you use the
Makefile to install the Perl module.  Or if there isn't a Makefile, you
follow the specific instructions included in the README/INSTALL file of the
distribution.  That's why I said you only install distributions, not
modules.  Again, none of this is specific to RT—it's Perl.


> Even if one is an established Perl hacker, a large majority of CPAN
> modules are a single .pm file. The fact that one must download the entire
> package, not just the singular file, is not stated anywhere. This deserves
> clarity.
>

The fact that one must download the entire package is really emphasised by
the fact that the only, single Download link on any CPAN page is the entire
package, not just any singular file.  You won't encounter any Download
links for individual files for that very reason.

I can't argue that that's not explicitly documented somewhere, but neither
is it documented that you must download single files individually and
manually because there's no Download link for individual files.  No one
should be doing that, so CPAN's site doesn't support that action.


> Every system for which a plugin is multiple files focuses on, and makes
> obvious, how to install the plugin.


Perl's system is no exception.  This information exists for almost every,
if not every, RT extension/Perl module distribution in the form of included
README and/or INSTALL files, as I mentioned in a previous post.


> Obviously, if a confused person comes here Alex Peters’ will abuse them
> and talk down to them about how they’re stupid for not using CPAN to
> download an install the module, even though there’s no documentation for
> doing that either.


There's no documentation on RT's side because this is a Perl issue.  It's
standard convention for all Perl modules.  I don't think that RT's
documentation should be a manual on how to use Perl.

That said, I do believe (as I've already stated elsewhere in this thread)
that perhaps RT's documentation should be upfront about "knowledge of
installing Perl modules" being a prerequisite for administering RT
extensions, and link to Perl's documentation on how to install modules in
case that knowledge isn't already there.


> You would at least need to pass -I /opt/rt4/lib to your CPAN invocation
> for this to work.


Actually, that's not correct.  RT extensions have custom Module::Install
functionality to either detect the correct RT library directory, ask for
it, or retrieve it from the RTHOME environment variable (which I raised in
one of my earliest posts in this thread).  The custom functionality also
puts the plugin's files under RT's library directory instead of in the
standard Perl location for Perl modules.

In any case, as Alex Vandiver pointed out somewhere in this thread,
following the specific README/INSTALL instructions per RT extension is
necessary in case installation involves things that can't be fully
automated, such as database schema adjustments.  Because every RT extension
might have its own special installation instructions, RT's documentation
really can't say anything more than "read the installation instructions
included with the extension" or else important details might be missed.

Re: [rt-users] *Some* attachments not clickable links?

[Alex Peters]

Are you getting any strange output in RT's debug log when you display the
ticket?

Would you be willing to paste what HTML is being generated for the affected
Attachments links?

A quick look at the Ticket/Elements/ShowAttachments Mason component
suggests that the links should always be clickable, even if they're
malformed (and wouldn't necessarily go to an attachment).  Seeing the HTML
for a bad one might help someone in identifying what else might be
contributing to the problem.

On 12 December 2014 at 02:17, Jeff Blaine  wrote:
>
> We're experiencing something odd. Some tickets are not allowing the
> attachments under "Attachments" to be clicked in any way. Just the base
> filename is displayed.
>
> Some (most) tickets work fine.
>
> Any ideas for which rabbit hole to head down in order to figure this out?
>
> RT 4.2.5
>

Re: [rt-users] Disable creation of tickets via email

[Alex Peters]

I see that you want to still accept email replies, so disabling the email
address is not suitable.

You might be able to play with rights, e.g. disabling the Create Ticket
right for the Everyone group, but RT might still link incoming ticket
creation mail to a privileged user by looking at the "From:" address of the
email.

I guess you want web creation only because the web interface presents
custom fields.

You could write a scrip that runs on ticket creation, checks for the
correct entry of custom fields, and if there's a problem, sends a reply
instructing the user to try again using the web form and closes the ticket
as rejected.  Would that be suitable?

On Sat, 6 Dec 2014 12:20 am Fredrik Rambris 
wrote:

> Hi, everybody.
>
> We run an old RT3 and we would like to change how users submit tickets.
> Today they mail in tickets. We want to force them to submit via a web
> form that then create the tickets with the required information.
>
> They should be able to add correspondance to an existing ticket as usual.
>
> I know how to make the webform thingy create tickets via CLI. I just
> want to disable ticket creation via email.
>
> rt: "|/usr/sbin/rt-mailgate --queue 'General' --action correspond 
>
> How can this be done?
>
> [CDON.COM] 
>

Re: [rt-users] Outgoing email text of a closing incident

[Alex Peters]

I'm not familiar with RTIR but for RT, this text would be in a template. Do
templates exist with RTIR?

On Mon, 8 Dec 2014 9:55 pm "Tamás, Szép"  wrote:

> No answers yet so it is still an open question.
>
> More precisely: where can I change the default outgoing email message
> sent by the system to whom the Incident Report came when a whole case
> (e.g. Report,Incidents and Investigations are all solved) is closed?
> Is there a file for it (could not find it yet) or is it in the RT
> database somewhere?
>
> Any help would be appreciated.
>
> Tamas
>
> on 2014.12.03. 14:32 "Tamás, Szép" wrote:
> > Hello all,
> >
> > where can I find and modify the text of the outgoing email when I close
> > a whole Incident?
> >
> > Best regards,
> > Tamas Szep
> > GovCERT-Hungary
> >
>

Re: [rt-users] plugins link to module file, not package file

[Alex Peters]

I support the idea of switching to MetaCPAN, which seems to be in active
development and seems to generally get a lot more right in terms of modern
website development.  Plus, Download links are on the left there instead of
the right.  We've established that this is important. ;)

Since RT extensions can come from many sources, I'd suggest that any RT
documentation on how to download them shouldn't be too specific because
then it might need to be updated when someone finds a new way to host
them.  Maybe "most of them are on CPAN/MetaCPAN and here's a link to a
search that lists most of them" is enough?

Since extension installation procedures are specific to each extension, I
think installation documentation on RT's side would need to be nothing more
than the sentence "consult the downloaded extension's documentation for
installation instructions, especially whether any database changes need to
be made."  I must admit that I'd forgotten about potential database changes
when I wrote everything above.

Re: [rt-users] Default Configuration RT

[Alex Peters]

That's the correct utility for dropping a MySQL database, but not the
correct command line arguments.  A quick Google search for "mysql drop
database" should help you achieve this:

http://www.wikihow.com/Delete-a-MySQL-Database

On 10 December 2014 at 23:36, Renato Gentil 
wrote:

> Alex,
>
> I'm trying to drop but I'm getting the error attached.
> I'm using the following command:
>
> mysqladmin -u root -p  drop
>
> but then I got the error attached and I also tried:
>
> mysqladmin -u root -p drop
> password: 
>
> another error attached.
>
> Thanks,
>
>
> Renato Gentil
>
>
> --
> Date: Wed, 10 Dec 2014 23:20:30 +1100
> Subject: Re: [rt-users] Default Configuration RT
> From: a...@peters.net
> To: renatorodrigo...@hotmail.com; rt-users@lists.bestpractical.com
>
>
> Hi Renato,
>
> What exactly did you try, and what happened?  Going into MySQL, dropping
> the database (or all of its tables) and running the sbin/rt-setup-database
> script would restore all of your templates and scrips.  Specifically, you
> would probably do this if your MySQL user has the permissions to drop the
> database:
>
> $ cd 
> $ sbin/rt-setup-database --action drop,create,schema,acl,coredata,insert
> --dba  --prompt-for-dba-password
>
> You can pass "--help" to the rt-setup-database script for further
> details.  Remove "drop,create," from the above line if you'd like to
> manually remove all of the tables first (using mysql).
>
> Please let us know how you go (using "Reply All").
>
> On 10 December 2014 at 23:02, Renato Gentil 
> wrote:
>
> Hi Alex,
>
> I tried it but didn't work for me. Basically I'm trying to restore the
> default templates and scripts because I have deleted some of them and now
> some of our features have been gone with them.
>
> Can you help me with that ?
>
> thanks,
>
>
>
> Renato Gentil
>
>
> --
> From: a...@peters.net
> Date: Wed, 10 Dec 2014 01:12:06 +
> Subject: Re: [rt-users] Default Configuration RT
> To: renatorodrigo...@hotmail.com; rt-users@lists.bestpractical.com
>
> You could drop the database and set it up again, or also completely
> uninstall and reinstall RT.
>
>
>

Re: [rt-users] plugins link to module file, not package file

[Alex Peters]

I don't think there's anything to misunderstand here any more.

The gist of what Jo conveyed is basically this (and it's all verifiably
conveyed in earlier messages):

"I have 20 years of experience with Perl and use CPAN fairly often, yet
when I'm presented with a CPAN link to the main module of a distribution, a
common practice pretty much everywhere, I complain that the links are bad,
ignore the provided Download link because it's on the right side of the
page, manually adjust URLs, manually fetch .pm files, complain about the
usability of this process (which no one else performs), understandably fail
to install the module, admit that I don't know how to install Perl modules,
and somehow attribute this to a fault with RT's documentation, all while
failing to visibly consider that hundreds of people before me have used
this RT Extensions page in its current form without a problem, and that
thousands of people use CPAN in its current form without a problem."

Despite this, I invested quite a bit of time in clarifying the whole
modules-vs.-distributions deal, and that the installation of modules has
nothing to do with downloading individual .pm files.  I intended no offence
or malice, even though I wanted to just come out and say, "this method of
yours for attempting to install a module is completely ill-informed."  I
feel that I was entirely cordial and tactful in my earlier responses; if
anyone else disagrees, I'd definitely appreciate some offline coaching as
to how I could have prevented coming across as rude or insulting in this
instance.

I won't bother to exercise tact here: the crux of the matter is that Jo
didn't/doesn't know how to properly install a module distribution from CPAN
(a fact verified by him asking the questions "How do I get from a .pm file
to an installed module?  Can I manually create the directory structures and
copy these into place?"), and when he was politely alerted to that, he
launched into a sarcastic, snide, ingracious attack on me, seemed to ignore
any advice from multiple people on how to properly install CPAN modules,
and ignored all my other questions geared towards actually improving RT's
documentation for everyone's benefit.  He then topped all of that off by
complaining about being "treated like shit."

While I accept that my responses were clearly not to Jo's taste, I expect
that my explanation of modules vs. module distributions will at least help
others either now or in the future (even though I'm sure I didn't write
anything not already available in Perl's own documentation).

Anyway, to keep things on topic, my summarised view on this thread's actual
subject matter is as follows:

   - RT's documentation currently doesn't mention that RT extensions are in
   fact Perl modules/distributions.  It should.
   - RT's documentation currently doesn't state that the majority (but not
   all) of RT extensions can be found on CPAN.  It probably should, with a
   link to CPAN search results within the appropriate namespace/s
   (RT::Extension, RTx, ...?).
   - RT's documentation currently doesn't state where non-CPAN-sourced RT
   extensions can be found.  It probably could, but that probably wouldn't be
   very useful.
   - RT's documentation currently doesn't detail how to install modules
   from CPAN.  It shouldn't.  Installation of CPAN module distributions is a
   Perl concern, not an RT concern.  I would consider a link to Perl
   documentation describing the process to be the most documentation required
   at RT's level on this.
   - RT's documentation currently doesn't detail how to install modules
   from non-CPAN sources.  It shouldn't.  Installation of non-CPAN-sourced
   module distributions is a Perl concern, not an RT concern.

I don't suppose anyone is interested in patching the docs to that effect,
or suggesting other edits related to this issue?


On 11 December 2014 at 17:35,  wrote:

> Jo, I honestly think that Alex simply misunderstood you. That's not
> uncommon in these kind of lists. Better to not attribute to malice what
> can be explained by miscommunication. Even in the very rare occasion that
> it _is_ malice, you are better off assuming the best of people.
>
> - Rick
>
> > I’ve been using Perl for 20 years now. I grok perl.
> >
> > Good run with the insults and rudeness. Because yeah, that’s a great way
> > to treat someone who’s pointing out a way to improve the usability of
> > something. Treat them like dirt, and talk down to them like they’ve never
> > used Perl before.
> >
> > I’ll stop offering advice on ways to improve the UI. Unintelligible and
> > prone to confusion on the part of people isn’t my problem. I’m not going
> > to be helpful if I get tre

Re: [rt-users] plugins link to module file, not package file

[Alex Peters]

No problem.  Sorry to see you go.

On Thu, 11 Dec 2014 12:49 pm Jo Rhett  wrote:

> I’ve been using Perl for 20 years now. I grok perl.
>
> Good run with the insults and rudeness. Because yeah, that’s a great way
> to treat someone who’s pointing out a way to improve the usability of
> something. Treat them like dirt, and talk down to them like they’ve never
> used Perl before.
>
> I’ll stop offering advice on ways to improve the UI. Unintelligible and
> prone to confusion on the part of people isn’t my problem. I’m not going to
> be helpful if I get treated like shit when I’m trying to make someone’s
> profit-making production better and more likely to be used.
>
> I forgot why I dropped this list. Thanks for reminding me.
>
> On Dec 9, 2014, at 5:10 AM, Alex Peters  wrote:
>
> I feel that there are actually several issues to discuss in this thread:
>
>1. Perl modules vs. Perl module distributions
>2. Perl module distribution sources
>3. Perl module distribution installation
>4. knowledge assumed by the CPAN site
>5. knowledge assumed by RT's documentation
>6. what documentation should actually change
>
> Based on your description of the steps you performed in an attempt to
> install a Perl module from CPAN, with all due respect, I believe you've
> been improperly advised on Perl module installation and possibly haven't
> been made aware of some crucial things about how Perl's modules work.  I'll
> go over some of those things, then with everything in mind, maybe we can
> agree on what documentation changes are needed where.
>
>
> *Perl modules vs. Perl module distributions*
>
> A Perl *module* is (for all intents and purposes of this thread) a single
> .pm file.  A Perl module *distribution* consists of a number of Perl
> modules (which can be just one), a Makefile (or more commonly, a Makefile
> generator in Makefile.PL), and instructions for installation of the
> distribution and hence its modules (usually in README or INSTALL).
> Distributions exist because often, a single module isn't enough to provide
> some meaningful form of functionality.
>
> Modules are never installed directly.  Modules are always made available
> as a side effect installing module distributions.  The distribution (not
> the module) is the smallest unit involved in the action of installation.
> Installation of a distribution might result in the installation of only one
> module, but nonetheless, it's the distribution that's acted upon directly
> for installation rather than the module.
>
> In summary, direct installation of single modules doesn't happen.
>
>
> *Perl module distribution sources*
>
> Distributions are typically (but not always) available on the CPAN site
> (typically capitalised as "CPAN"), and can be downloaded as an *archive*.
> Other distribution sources include (but are not limited to) GitHub,
> Bitbucket, CD-ROMs, FTP sites and personal web pages.
>
> In summary, distribution files can come from many different places.
>
>
> *Perl module distribution installation*
>
> Every distribution includes installation instructions in README or
> INSTALL, and the most typical experience for installing a Perl module
> distribution (after obtaining an archive of it) goes like this:
>
> $ tar xzf My-Perl-Module-0.01.tar.gz
> $ cd My-Perl-Module-0.01
> $ perl Makefile.PL
> $ make
> $ make test
> $ make install
>
> Distributions on CPAN can be installed without first downloading an
> archive, using the CPAN installation tool (typically capitalised as
> "cpan").  cpan is actually smart enough to take a module name (rather than
> a distribution name) on the command line, determine the distribution to
> which that module belongs, and install that distribution.  Since one
> distribution generally depends on others ("prerequisites") being installed
> in advance, cpan also manages the installation of prerequisite
> distributions.  This makes the use of a tool like cpan the generally
> preferred means of installing distributions (and by extension, modules).
>
> Other similar tools exist which do the job in a more streamlined fashion.
> I personally prefer cpanm
> <https://metacpan.org/pod/distribution/App-cpanminus/bin/cpanm>.
>
> In summary, distribution installation tools function on distributions, not
> modules—although some tools have the ability to infer the right
> distribution if given a module name.
>
>
> *Knowledge assumed by the CPAN site*
>
> Given that a CPAN module page
> <http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm>
> only offers a single Download link, and that

Re: [rt-users] Default Configuration RT

[Alex Peters]

Hi Renato,

What exactly did you try, and what happened?  Going into MySQL, dropping
the database (or all of its tables) and running the sbin/rt-setup-database
script would restore all of your templates and scrips.  Specifically, you
would probably do this if your MySQL user has the permissions to drop the
database:

$ cd 
$ sbin/rt-setup-database --action drop,create,schema,acl,coredata,insert
--dba  --prompt-for-dba-password

You can pass "--help" to the rt-setup-database script for further details.
Remove "drop,create," from the above line if you'd like to manually remove
all of the tables first (using mysql).

Please let us know how you go (using "Reply All").

On 10 December 2014 at 23:02, Renato Gentil 
wrote:

> Hi Alex,
>
> I tried it but didn't work for me. Basically I'm trying to restore the
> default templates and scripts because I have deleted some of them and now
> some of our features have been gone with them.
>
> Can you help me with that ?
>
> thanks,
>
>
>
> Renato Gentil
>
>
> --
> From: a...@peters.net
> Date: Wed, 10 Dec 2014 01:12:06 +
> Subject: Re: [rt-users] Default Configuration RT
> To: renatorodrigo...@hotmail.com; rt-users@lists.bestpractical.com
>
> You could drop the database and set it up again, or also completely
> uninstall and reinstall RT.
>

Re: [rt-users] Installation error for RT 4.2.9 - cannot initialize database

[Alex Peters]

You're doing this:

# make initialize-database

which is in turn running this:

# /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
--action init --prompt-for-dba-password

which is going to connect to the database as the RT "DBA user" (RT_Config
setting $DatabaseAdmin), which according to your pasted output:

In order to create or update your RT database, this script needs to connect
to your  mysql instance on 10.20.20.5 (port '3306') as root

is "root".

Going off your RT_SiteConfig.pm snippet, you actually want to connect to
the database as user "rtuser".  Therefore, adding this to RT_SiteConfig.pm
might solve your issue:

Set($DatabaseAdmin, "rtuser");

On 10 December 2014 at 01:56, Kristan Wagner <
kristan.wag...@lifewireless.com> wrote:

> I am having troubles with the database initialization, for a fresh install
> of RT 4.2.9. The error message is: DBD::mysql::st execute failed: Access
> denied for user 'root'@'10.10.10.3' to database 'rt4' at
> /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452. make: ***
> [initialize-database] Error 255
>
> Here's my setup: Separate servers for the web frontend and the database,
> both running Ubuntu 14.04. The web frontend is running Apache/2.4.7 and has
> an IP address 10.10.10.3. The database machine is running MySQL  5.5.40 and
> has the IP address 10.20.20.5.  Both of these are fresh installs, and RT is
> a fresh install, but we plan to migrate our old RT database (3.6.5) when
> the 4.2.9 is (eventually) running and tested.  Right now, I'm just trying
> to get 4.2.9 going.
>
> Here's the context for the error: I've been following the README on the
> bestpractical website. At step 2, I ran configure with only one flag,
> --with-db-host=10.20.20.5. At step 4, fixdeps kept claiming that MySQL was
> missing, so I had to install MySQL on the web frontend as well, just to get
> it to install. At step 6a, make initialize-database is failing with the
> following output:
> root@10.10.10.3/tmp/rt-4.2.9# make initialize-database
> /usr/bin/perl -I/opt/rt4/local/lib -I/opt/rt4/lib sbin/rt-setup-database
> --action init --prompt-for-dba-password
> In order to create or update your RT database, this script needs to
> connect to your  mysql instance on 10.20.20.5 (port '3306') as root
> Please specify that user's database password below. If the user has no
> database password, just press return.
>
> Password:
> Working with:
> Type:   mysql
> Host:   10.20.20.5
> Port:   3306
> Name:   rt4
> User:   rtuser
> DBA:root
> Now creating a mysql database rt4 for RT.
> Done.
> Now populating database schema.
> Done.
> Now inserting database ACLs.
> [23346] [Mon Dec  8 21:27:35 2014] [warning]: DBD::mysql::st execute
> failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at
> /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452.
> (/tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm:452)
> [23346] [Mon Dec  8 21:27:35 2014] [critical]: DBD::mysql::st execute
> failed: Access denied for user 'root'@'10.10.10.3' to database 'rt4' at
> /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452.
> (/tmp/rt-4.2.9/sbin/../lib/RT.pm:388)
> DBD::mysql::st execute failed: Access denied for user 'root'@'10.10.10.3'
> to database 'rt4' at /tmp/rt-4.2.9/sbin/../lib/RT/Handle.pm line 452.
> make: *** [initialize-database] Error 255
>
> I've spent a lot of time reading forum questions about mysqld.sock, but
> please note that there is NO mention of any socket trouble in the error, so
> I don't think that's it. Plus, it's able to get through the first two steps
> just fine.
>
> Here is some of RT_SiteConfig.pm from the web frontend:
> Set($DatabaseHost, '10.20.20.5' );
> Set($DatabasePort, "3306");
> Set($DatabasePassword, q{passwordhere});
> Set($DatabaseUser, "rtuser");
> Set($DatabaseName, q{rt4});
>
> On the database server, here is some of my.cnf:
> [mysqld]
> user= mysql
> pid-file= /var/run/mysqld/mysqld.pid
> socket  = /var/run/mysqld/mysqld.sock
> port= 3306
> basedir = /usr
> datadir = /var/lib/mysql
> tmpdir  = /tmp
> lc-messages-dir = /usr/share/mysql
> skip-external-locking
> bind-address   = 0.0.0.0
>
> I've already tried this using the option skip-name-resolve, but that did
> not help.
>
> Here are the permissions for the root user, as shown on 10.20.20.5's MySQL
> instance:
> +---
> -+
> | Grants for root@10.10.10.3
> +---
> -+
> | GRANT ALL PRIVILEGES ON *.* TO 'root'@'10.10.10.3' IDENTIFIED BY
> PASSWORD '*hash'
> | GRANT ALL PRIVILEGES ON `rt4`.* TO 'root'@'10.10.10.3'
> +---
> -+
>
> I've even tried creating a general root user for 'root'@'%' but the sa

Re: [rt-users] Default Configuration RT

[Alex Peters]

You could drop the database and set it up again, or also completely
uninstall and reinstall RT.

Re: [rt-users] plugins link to module file, not package file

[Alex Peters]

ng.)


*Knowledge assumed by RT's documentation*

RT's documentation clearly assumes that the user knows that RT extensions
are just Perl modules.  That's obvious to anyone who is well-versed in
reading/writing Perl code.  I don't think it's reasonable to assume that of
everyone administering RT.  Therefore, I suppose RT's documentation could
be enhanced to explicitly state this.

RT's documentation doesn't explicitly state how to install Perl module
distributions.  My view on this is that RT's documentation should document
RT.  Installation of Perl module distributions is a Perl concern.  At most,
RT's documentation could link to some reputable Perl source on the matter
(as already mentioned above).


*What documentation should actually change*

Jo, taking the above information into account, how would you personally
adjust RT's documentation such that others in future wouldn't experience
what you experienced?

As far as I can see, the only real amendments that concern RT's
documentation would be to explicitly state that RT extensions are just Perl
modules, and to link to further reading on how Perl modules work and how
Perl module distributions are sourced and installed.  What are your
thoughts?


On 9 December 2014 at 05:07, Jo Rhett  wrote:

> So here’s my perspective. As someone with 25 years of sysadmin experience,
> who has both used RT for many years (but not in the last three years) and
> someone who uses CPAN fairly often, when sent to the pm module directly, I
> did the operations directly in front of me and downloaded the .pm and tried
> to figure out how to install it.
>
> There is nothing in the documentation as it stands today to inform a new
> or dead-brained returning user that they need to download a package, not
> the .pm file —which in CPAN is often the sum total of an extension. Yes,
> there is a link to the package file on the page — off on the right, out of
> the “actionable” area of the screen, if you spend any time with usability
> experts. Given that the link is not in the user working area, and there’s
> no reason given to the user to search for the link, I suspect many others
> will make the same mistake.
>
> I outlined this confusion in detail in my original post, showing how I had
> misunderstood. I believe that any change which makes it clear to the user
> that they should download the entire package, not just the .pm file, would
> significantly improve the user experience.
>
> On Dec 3, 2014, at 2:09 AM, Alex Peters  wrote:
>
> I think I might be missing something crucial in what you are saying/asking.
>
> Linking to the main module within a distribution is a very common
> practice, because that module is likely to have the most relevant
> documentation for that distribution.
>
> The distribution is clearly linked to on the page of every module
> belonging to a particular distribution.
>
> "Asking the user to edit the URL in their browser window to be able to
> find the extension to download doesn’t make a lot of sense" is essentially
> a fallacy, because:
>
>1. the download link for the extension is available on that very page;
>and
>2. the home page for the extension itself (which in my opinion is
>generally far less informational anyway) is available as a link on that
>very page.
>
> Can you please rephrase why you feel that the links in the directory
> should be changed?  Your assertion that these links are "broken" in their
> current form is confusing to me.
>
> On 3 December 2014 at 18:40, Jo Rhett  wrote:
>
>> As I said below, in the Extensions directory the links are broken. For
>> example,
>>
>> Homepage link takes you to:
>>>
>>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm
>>>
>>> If you’re a bit tired and under-caffeniated, or just plain new to RT, it
>>> may not be clear to you that you need to remove a bunch from the URL to
>>> find the extension package. In my opinion, it would be much better to link
>>> to the package instead of the module file, like so:
>>>
>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/
>>>
>>
>> As I just said, asking the user to edit the URL in their browser window
>> to be able to find the extension to download doesn’t make a lot of sense.
>> The links in the directory should be fixed.
>>
>> On Dec 2, 2014, at 11:34 PM, Alex Peters  wrote:
>>
>> Could you please clarify what you're asking here?  How to install the
>> plugins?
>>
>> The plugins can be installed like any other CPAN module.  Given a link to
>> a specific .pm file:
>>
>>

Re: [rt-users] plugins link to module file, not package file

[Alex Peters]

I think I might be missing something crucial in what you are saying/asking.

Linking to the main module within a distribution is a very common practice,
because that module is likely to have the most relevant documentation for
that distribution.

The distribution is clearly linked to on the page of every module belonging
to a particular distribution.

"Asking the user to edit the URL in their browser window to be able to find
the extension to download doesn’t make a lot of sense" is essentially a
fallacy, because:

   1. the download link for the extension is available on that very page;
   and
   2. the home page for the extension itself (which in my opinion is
   generally far less informational anyway) is available as a link on that
   very page.

Can you please rephrase why you feel that the links in the directory should
be changed?  Your assertion that these links are "broken" in their current
form is confusing to me.

On 3 December 2014 at 18:40, Jo Rhett  wrote:

> As I said below, in the Extensions directory the links are broken. For
> example,
>
> Homepage link takes you to:
>>
>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm
>>
>> If you’re a bit tired and under-caffeniated, or just plain new to RT, it
>> may not be clear to you that you need to remove a bunch from the URL to
>> find the extension package. In my opinion, it would be much better to link
>> to the package instead of the module file, like so:
>>
> http://search.cpan.org/dist/RT-Extension-MandatorySubject/
>>
>
> As I just said, asking the user to edit the URL in their browser window to
> be able to find the extension to download doesn’t make a lot of sense. The
> links in the directory should be fixed.
>
> On Dec 2, 2014, at 11:34 PM, Alex Peters  wrote:
>
> Could you please clarify what you're asking here?  How to install the
> plugins?
>
> The plugins can be installed like any other CPAN module.  Given a link to
> a specific .pm file:
>
>
> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm
>
> you can hit the Download link on the right side of the page to receive a
> .tar.gz file of the distribution, which can either be fed directly into the
> cpan or cpanm utilities, or unpacked and installed manually using
> Makefile.PL and make.
>
> With RT extensions, you may find it useful to set environment variable
> RTHOME to the root directory of your RT installation before installing the
> plugin:
>
> $ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz
>
> On 3 December 2014 at 16:19, Jo Rhett  wrote:
>
>> Hey, dunno if this got overlooked during the short vacation week. This is
>> a pretty serious issue…  asking users to manually hack up the URL in their
>> browser bar is not accessible.
>>
>> On Nov 26, 2014, at 2:22 PM, Jo Rhett  wrote:
>>
>> Hey guys and gals, been a long time.
>>
>> I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m
>> liking the changes. Other than some confusion about what order to do things
>> in (see my other message) the one thing I can’t seem to wrap my head around
>> is the new plugin setup.
>>
>> First, yay! I like the idea of what you’ve done with plugins, keeping
>> them local and the simplified syntax in RT_SiteConfig.pm.
>>
>> [in which I wander in the wrong direction… read and giggle]
>>
>> However, I can’t find any plugins other than yours which are built in
>> these new packages you document at
>> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html
>>
>> What is the fallback method for installing the other style modules? How
>> do I get from a .pm file to an installed module. Can I manually create the
>> directory structures and copy these into place? I see some details there
>> but it doesn’t inspire confidence that everything I need to know is there.
>> A breakout of the directory structure would be really helpful.
>>
>> [forehead slap]
>>
>> I was almost done with this e-mail when I realized the problem.  If you
>> go to http://bestpractical.com/rt/extensions.html and you find the
>> extension you are looking for, the link to the Homepage for the extension
>> actually links to the main module, and not to the extension package.
>> Example for one
>>
>> Homepage link takes you to:
>>
>> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm
>>
>> If you’re a bit tired and under-caffeniated, or just plain new to RT, it
>> may not be clear to you that you need to remove a bunch from the URL 

Re: [rt-users] quick-set Starts date

[Alex Peters]

This is a great starting point!  Thanks very much.

I intend to modify the code you've provided in the following ways:

   - provide an option not to stall the tickets
   - use free-form dates and times (e.g. "8pm today", "midnight tomorrow")
   - define the desired buttons via RT_SiteConfig.pm
   - make the dates/times relative to the time of the button being pressed,
   not the time of the Display page being loaded

When I get around to that, and if I can do these changes in a way that
would make sense for that plugin, I'll gladly send you a GitHub pull
request.

2014-12-02 22:01 GMT+09:00 Brumm, Torsten / Kuehne + Nagel / Ham GI-ID <
torsten.br...@kuehne-nagel.com>:

>  Hi Alex,
>
> just spent a few minutes to change the original RT-Extension-DueButtons to
> StartsButtons:
>
>
>
> https://github.com/tbrumm/RT-Extension-StartsButtons
>
>
>
> Have fun.
>
>
>
> *Von:* rt-users [mailto:rt-users-boun...@lists.bestpractical.com] *Im
> Auftrag von *Alex Peters
> *Gesendet:* Dienstag, 2. Dezember 2014 03:23
> *An:* rt-users@lists.bestpractical.com
> *Betreff:* [rt-users] quick-set Starts date
>
>
>
> I want to be able to quickly adjust a ticket's Starts date from the
> ticket's Display view without going to the ticket's Dates page and manually
> entering the date.
>
>
>
> For example, having a "Starts" top-level menu item next to "Actions" with
> sub-entries "tomorrow morning," "next week" etc. would achieve this nicely.
>
>
>
> Has anyone already done something like this?  Any recommended approaches?
> Is there a best-practice way for submitting a POST request from that menu,
> or would I have to do it as a GET request?  Is anyone aware of a plugin
> that works in a similar manner?  Any pointers on which callbacks I should
> target?
>
>
> Kühne + Nagel (AG & Co.) KG
> Rechtsform: Kommanditgesellschaft, Bremen HRA 21928, USt-IdNr.: DE
> 812773878.
> Geschäftsleitung Kühne + Nagel (AG & Co.) KG: Reiner Heiken (Vors.), Dirk
> Blesius, Martin Brinkmann, Holger Ketz, Jan-Hendrik Köstergarten, Christian
> Marnetté, Christian Solf, Jens Wollesen.
> Persönlich haftende Gesellschafterin: Kühne & Nagel A.G., Rechtsform:
> Aktiengesellschaft nach luxemburgischem Recht, HR-Nr.: B 18745,
> Geschäftsführendes Verwaltungsratsmitglied: Karl Gernandt.
> Geschäftsleitung Region Westeuropa: Yngve Ruud (Vors.), Hans-Georg
> Brinkmann (Stellv.), Richard Huhn, Björn Johansson, Bruno Mang, Stefan
> Paul, Tim Scharwath, Dominic Edmonds, Peder Winther.
>
> Wir arbeiten ausschließlich auf Grundlage der Allgemeinen Deutschen
> Spediteursbedingungen (ADSp), jeweils neuester Fassung. Wir verweisen
> insbesondere auf die vom Gesetz abweichenden Haftungsbeschränkungen von
> Ziffer 23 und 24 ADSp. Den vollständigen Text der ADSp übersenden wir Ihnen
> gerne auf Anfrage und können Sie auch unter http://www.kuehne-nagel.com
> einsehen. Ergänzend wird vereinbart, dass (1) Ziffer 27 ADSp im Rahmen
> internationaler Übereinkommen weder unsere Haftung noch die Zurechnung des
> Verschuldens von Leuten und sonstigen Dritten zu Gunsten des Auftraggebers
> erweitert, und (2) wir in den im deutschen Seehandelsrecht aufgeführten
> Fällen des nautischen Verschuldens oder Feuer an Bord nur für eigenes
> Verschulden und (3) im Sinne der CMNI genannten Voraussetzungen nicht für
> nautisches Verschulden, Feuer an Bord oder Mängel des Schiffes haften.
>

Re: [rt-users] plugins link to module file, not package file

[Alex Peters]

Could you please clarify what you're asking here?  How to install the
plugins?

The plugins can be installed like any other CPAN module.  Given a link to a
specific .pm file:

http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm

you can hit the Download link on the right side of the page to receive a
.tar.gz file of the distribution, which can either be fed directly into the
cpan or cpanm utilities, or unpacked and installed manually using
Makefile.PL and make.

With RT extensions, you may find it useful to set environment variable
RTHOME to the root directory of your RT installation before installing the
plugin:

$ RTHOME=/opt/rt-4.2.7 cpanm RT-Extension-MandatorySubject-0.05.tar.gz

On 3 December 2014 at 16:19, Jo Rhett  wrote:

> Hey, dunno if this got overlooked during the short vacation week. This is
> a pretty serious issue…  asking users to manually hack up the URL in their
> browser bar is not accessible.
>
> On Nov 26, 2014, at 2:22 PM, Jo Rhett  wrote:
>
> Hey guys and gals, been a long time.
>
> I’m doing an upgrade from 3.8.5 to 4.2. It seems to be going well. I’m
> liking the changes. Other than some confusion about what order to do things
> in (see my other message) the one thing I can’t seem to wrap my head around
> is the new plugin setup.
>
> First, yay! I like the idea of what you’ve done with plugins, keeping them
> local and the simplified syntax in RT_SiteConfig.pm.
>
> [in which I wander in the wrong direction… read and giggle]
>
> However, I can’t find any plugins other than yours which are built in
> these new packages you document at
> https://www.bestpractical.com/docs/rt/4.2/writing_extensions.html
>
> What is the fallback method for installing the other style modules? How do
> I get from a .pm file to an installed module. Can I manually create the
> directory structures and copy these into place? I see some details there
> but it doesn’t inspire confidence that everything I need to know is there.
> A breakout of the directory structure would be really helpful.
>
> [forehead slap]
>
> I was almost done with this e-mail when I realized the problem.  If you go
> to http://bestpractical.com/rt/extensions.html and you find the extension
> you are looking for, the link to the Homepage for the extension actually
> links to the main module, and not to the extension package. Example for one
>
> Homepage link takes you to:
>
> http://search.cpan.org/dist/RT-Extension-MandatorySubject/lib/RT/Extension/MandatorySubject.pm
>
> If you’re a bit tired and under-caffeniated, or just plain new to RT, it
> may not be clear to you that you need to remove a bunch from the URL to
> find the extension package. In my opinion, it would be much better to link
> to the package instead of the module file, like so:
> http://search.cpan.org/dist/RT-Extension-MandatorySubject/
>
> I did some random spot checking, and this appears to be true for every
> module shown there.
>
> --
> Jo Rhett
> +1 (415) 999-1798
> Skype: jorhett
> Net Consonance : net philanthropy to improve open source and
> internet projects.
>
>
> --
> Jo Rhett
> +1 (415) 999-1798
> Skype: jorhett
> Net Consonance : net philanthropy to improve open source and
> internet projects.
>
>

[rt-users] quick-set Starts date

[Alex Peters]

I want to be able to quickly adjust a ticket's Starts date from the
ticket's Display view without going to the ticket's Dates page and manually
entering the date.

For example, having a "Starts" top-level menu item next to "Actions" with
sub-entries "tomorrow morning," "next week" etc. would achieve this nicely.

Has anyone already done something like this?  Any recommended approaches?
Is there a best-practice way for submitting a POST request from that menu,
or would I have to do it as a GET request?  Is anyone aware of a plugin
that works in a similar manner?  Any pointers on which callbacks I should
target?

Re: [rt-users] Send ticket to other queue from the actions menu

[Alex Peters]

Does this code also actually move the ticket into the other queue?

I'm interested in doing something similar: setting up menu items to quickly
set the ticket's Starts date to predefined relative future values.

On 9 October 2014 18:43, Emmanuel Lacour  wrote:

> On Wed, Oct 08, 2014 at 11:12:15PM +0200, Rinke Colen wrote:
> >I know how to define actions in RT_SiteConfig.pm like this:
> >
> >  actions => [
> >  '* -> closed' => {
> >  label  => 'Close',
> >  update => 'Respond',
> >  },
> >
> >But I need something fancier now. I want to send my ticket to another
> >queue from the Actions menu. I want this action to be available only
> from
> >some statuses in the lifecycle. How can I do this? (I have already
> >configured a mapping under __maps__.)
> >Rinke
>
>
> You have to use a callback (a file named
> local/html/Callbacks/YourOrg/Elements/Tabs/Privileged). Then inside you
> have to write your logic to finally add the action to the menu, example:
>
> <%init>
> my $request_path = $HTML::Mason::Commands::r->path_info;
>
>
> # Only on ticket pages
> if ( $request_path =~ qr{^/Ticket/.*\.html} && $m->request_args->{'id'}
> &&  $m->request_args->{'id'} =~ /^\d+$/ ) {
>
> my $Ticket = RT::Ticket->new( $session{'CurrentUser'} );
> $Ticket->Load( $m->request_args->{'id'} );
>
> # Only if status is FIXME
> if ( $Ticket->Status eq 'FIXME' ) {
> my $tabs = PageMenu;
> my $actions = $tabs->child( 'actions' );
>
> my $Queue = RT::Queue->new( $session{'CurrentUser'} );
> $Queue->Load('YourTargetQueue');
>
> # Add our custom action here
> $actions->child(
> 'sendtoqueueX' => title => loc('Send to queue X'),
> path =>
>
> '/Ticket/Display.html?id='.$Ticket->Id.'&Queue='.$Queue->id
>  );
> }
> }
> 
>
> @BPS: would be nice to be able to specify an "url" in Lifecycle actions
> with basic replacements (__id__, ...)
>
>
> --
> Easter-eggs  Spécialiste GNU/Linux
> 44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
> Phone: +33 (0) 1 43 35 00 37-   Fax: +33 (0) 1 43 35 00 76
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> --
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> http://bestpractical.com/training
>
-- 
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