[rt-users] Assets with 'dynamic' titles
Hey, I'm wanting to use Assets to track, well, our assets. But I'll be tracking hard drives and a few other components as well which don't have a specific name . Is it possible to have the subject dynamically generated using a combination of Custom Fields and even potentially relationships? Ideally I'd have something like: HDD $manufacturer $serial_number Where $manufacturer $serial_number both come from Custom Fields. Cheers, Andrew -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU New Zealand's only Cloud: | The Future of Open Source https://catalyst.net.nz/cloud | http://linux.conf.au
Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?
On Tue, 2016-10-11 at 23:18 -0400, Bill Cole wrote: > On 11 Oct 2016, at 15:58, Andrew Ruthven wrote: > > > Any other suggestions? I'm kinda grasping at straws here. > > Perhaps you need to make Scrip 22 runs in the "Batch" scrip stage? Hi Bill, Yes, that worked perfectly. Thanks for the suggestion. Cheers, Andrew -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU New Zealand's only Cloud: | The Future of Open Source https://catalyst.net.nz/cloud | http://linux.conf.au - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?
Hey, Any other suggestions? I'm kinda grasping at straws here. Cheers, Andrew On Thu, 2016-10-06 at 16:08 +1300, Andrew Ruthven wrote: > Hi Casey, > > Thanks for that, the requestor is a different email address from what > is being used for the actor making the API call but the name is the > same. I've just changed the name and we've retested. > > I can see NotifyActor correctly decide not to hassle the person who > created the ticket. > > Cheers, > Andrew > > On Wed, 2016-10-05 at 19:37 -0700, Kenneth Crocker wrote: > > Andrew, > > If RT believes the Requester is also the actor requesting the > > ticket, > > it doesn't usually (depends on default settings for "Notify Actor") > > send a notification to the person making the request. It's > > considered > > redundant. Read about the setting and change the setting. > > Good Luck. > > Casey > > > > On Oct 5, 2016 7:30 PM, "Andrew Ruthven" <and...@etc.gen.nz> wrote: > > > Hey, > > > > > > We're running RT 4.2.8 and using the API to create some tickets. > > > But, > > > no notification is sent out to the requestor we're setting. We > > > are > > > using a privileged account to connect to the API. > > > > > > I can see the requestor set on the ticket when I check the > > > website, > > > but > > > no recipients are considered when the scrip runs: > > > > > > Oct 6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To; > > > recipients are (/usr/share/request- > > > tracker4/lib/RT/Action/SendEmail.pm:639) > > > ... > > > Oct 6 14:21:09 cat-prod-rt RT: [1145] No recipients found for > > > deferred > > > delivery on transaction #213681 (/usr/share/request- > > > tracker4/lib/RT/ > > > Action/SendEmail.pm:691) > > > Oct 6 14:21:09 cat-prod-rt RT: [1145] > > 1698.2 > > > 5796-2...@rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create > > > Notify > > > Requestor > > > > > > Is there anything we can do to make this work? > > > > > > Cheers, > > > Andrew > > > > > > -- > > > Andrew Ruthven, Wellington, New Zealand > > > and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU > > > New Zealand's only Cloud: | The Future of Open Source > > > https://catalyst.net.nz/cloud | http://linux.conf.au > > > > > > > > > > > > - > > > RT 4.4 and RTIR training sessions, and a new workshop day! > > > https:// > > > bestpractical.com/training > > > * Boston - October 24-26 > > > * Los Angeles - Q1 2017 -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU New Zealand's only Cloud: | The Future of Open Source https://catalyst.net.nz/cloud | http://linux.conf.au - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?
Hi Casey, Thanks for that, the requestor is a different email address from what is being used for the actor making the API call but the name is the same. I've just changed the name and we've retested. I can see NotifyActor correctly decide not to hassle the person who created the ticket. Cheers, Andrew On Wed, 2016-10-05 at 19:37 -0700, Kenneth Crocker wrote: > Andrew, > If RT believes the Requester is also the actor requesting the ticket, > it doesn't usually (depends on default settings for "Notify Actor") > send a notification to the person making the request. It's considered > redundant. Read about the setting and change the setting. > Good Luck. > Casey > > On Oct 5, 2016 7:30 PM, "Andrew Ruthven" <and...@etc.gen.nz> wrote: > > Hey, > > > > We're running RT 4.2.8 and using the API to create some tickets. > > But, > > no notification is sent out to the requestor we're setting. We are > > using a privileged account to connect to the API. > > > > I can see the requestor set on the ticket when I check the website, > > but > > no recipients are considered when the scrip runs: > > > > Oct 6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To; > > recipients are (/usr/share/request- > > tracker4/lib/RT/Action/SendEmail.pm:639) > > ... > > Oct 6 14:21:09 cat-prod-rt RT: [1145] No recipients found for > > deferred > > delivery on transaction #213681 (/usr/share/request- > > tracker4/lib/RT/ > > Action/SendEmail.pm:691) > > Oct 6 14:21:09 cat-prod-rt RT: [1145] > 1698.2 > > 5796-2...@rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create > > Notify > > Requestor > > > > Is there anything we can do to make this work? > > > > Cheers, > > Andrew > > > > -- > > Andrew Ruthven, Wellington, New Zealand > > and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU > > New Zealand's only Cloud: | The Future of Open Source > > https://catalyst.net.nz/cloud | http://linux.conf.au > > > > > > > > - > > RT 4.4 and RTIR training sessions, and a new workshop day! https:// > > bestpractical.com/training > > * Boston - October 24-26 > > * Los Angeles - Q1 2017 -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU New Zealand's only Cloud: | The Future of Open Source https://catalyst.net.nz/cloud | http://linux.conf.au - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Create ticket via API ignores Requestors field on notify requestors?
Hey, We're running RT 4.2.8 and using the API to create some tickets. But, no notification is sent out to the requestor we're setting. We are using a privileged account to connect to the API. I can see the requestor set on the ticket when I check the website, but no recipients are considered when the scrip runs: Oct 6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To; recipients are (/usr/share/request- tracker4/lib/RT/Action/SendEmail.pm:639) ... Oct 6 14:21:09 cat-prod-rt RT: [1145] No recipients found for deferred delivery on transaction #213681 (/usr/share/request-tracker4/lib/RT/ Action/SendEmail.pm:691) Oct 6 14:21:09 cat-prod-rt RT: [1145] #25796/213681 - Scrip 22 On Create Notify Requestor Is there anything we can do to make this work? Cheers, Andrew -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU New Zealand's only Cloud: | The Future of Open Source https://catalyst.net.nz/cloud | http://linux.conf.au - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
[rt-users] Sending ticket creates/updates to IRC?
Hey, Before I start writing something, does anyone have any tooling for sending tickets creates and updates into IRC channels? I'm already using Bot::BasicBot::Pluggable::Module::RT, but I'd like a near real time stream. Cheers, Andrew -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2016 New Zealand's only Cloud: | LCA By the Bay, Geelong, AU https://catalyst.net.nz/cloud | http://lca2016.linux.org.au - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Alternative GUIs for RT?
Hi Vegard, On Thu, 2016-03-10 at 14:36 +0100, Vegard Vesterheim wrote: > My questions to the list, however, are of a more general nature: > > Has anyone considered/implemented/used any alternative GUIs for > manipulating RT tickets? At my employer - Catalyst IT [0] - we have a public cloud offering using OpenStack. We've added a panel to the OpenStack web management interface (called Horizon) for creating, viewing and manipulating RT tickets. It is pretty basic, but provides a much simpler interface for our customers. I can provide screenshots, and I expect the code if anyone is interested. Cheers, Andrew [0] http://catalyst.net.nz -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2016 New Zealand's only Cloud: | LCA By the Bay, Geelong, AU https://catalyst.net.nz/cloud | http://lca2016.linux.org.au - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Set custom field on a transaction via REST?
Hey, On Wed, 2016-01-20 at 08:28 -0600, Matt Zagrabelny wrote: > I don't believe the 1.0 REST API supports txn CFs. > > Some options are: > > * Hack together something for the 1.0 REST. > * Totally bypass the REST and do something via perl executables and > ssh. > * Try out the new REST interface > > https://github.com/bestpractical/rt-extension-rest2 > > Depending on your needs the above list may be bad advice - use with > caution. It looked like the path of least resistance for now was to add this functionality to the REST 1.0 interface. The last three commits on this branch[0] add required functionality. Commit 35650ec actually extends the API and provides test cases. Cheers, Andrew [0] https://github.com/catalyst/rt/tree/4.2/add-txn-rest-customfield -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2016 New Zealand's only Cloud: | LCA By the Bay, Geelong, AU https://catalyst.net.nz/cloud | http://lca2016.linux.org.au
[rt-users] Set custom field on a transaction via REST?
Hey,
I've added a custom field for transactions to a queue. I can set the
custom field if I use the web UI to comment or reply. But, I can't seem
to set it when using the REST API, which is why I want to have the CF.
I've tried variations of CF.{Name} [0] and CF-Name [1] but none of
those work. Looking in:
/usr/share/request-tracker4/html/REST/1.0/Forms/ticket/comment
I see nothing that mentions custom fields. I assume this is the correct
file as the "Got args" line is printed out when I submit my request.
Example log line:
Jan 20 15:50:46 prod-rt RT: [23112] Got args Text CF-Name Action.
(/usr/share/request-tracker4/html/REST/1.0/Forms/ticket/comment:59)
Any suggestions which by much appreciated.
This is RT 4.2.8 running on Debian Jessie.
[0] As mentioned on: https://github.com/z4r/python-rtkit#id17
[1] As used in the rt CLI for creating a ticket
--
Andrew Ruthven, Wellington, New Zealand
and...@etc.gen.nz | linux.conf.au 2016
New Zealand's only Cloud: | LCA By the Bay, Geelong, AU
https://catalyst.net.nz/cloud | http://lca2016.linux.org.au
[rt-users] REST API and acting as users
Hey, I'm looking at integrating RT with the OpenStack Horizon Dashboard for at least ticket creation, ideally listing tickets and showing ticket details for our customers. The RESTful API appears to require logging in with credenials for the RT user. Is it possible to masquerade as another user? Given passwords are stored encrypted, I can't use the users passsword to login. I might be able to cook up a RT::Authen::ExternalAuth plugin to use the existing OpenStack tokens to allow SSO, I haven't look into that yet. Any assistance would be appreciated. -- Andrew Ruthven, Wellington, New Zealand and...@etc.gen.nz | linux.conf.au 2015 New Zealand's only Cloud: | BeAwesome in Auckland, NZ https://catalyst.net.nz/cloud | http://lca2015.linux.org.au
[rt-users] File attachments in RTFM
Hey, I've created an RTFM article, and attached a file to it. But when I insert the article into a RT ticket I get the RTFM article, and Attachment: attached filename, but the attachment isn't attached to the ticket. Is it possible to have it attach the file to the ticket as part of inserting the ticket? Cheers! -- Andrew Ruthven Wellington, New Zealand At home: and...@etc.gen.nz | linux.conf.au 2010 | Follow the signs. Visit Wellington! | http://www.lca2010.org.nz signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ubuntu RT 3.8 package
Hi Filipe, On Tue, 2008-09-30 at 12:39 +0100, Filipe José Silva Clemente wrote: Hi, I followed all those steps to install the RT 3.8 on Ubuntu but at the end the RT 3.6 site login page is responding from apache. I have the following line in apache default config file: Include /etc/request-tracker3.6/apache2-modperl2.conf In RT 3.8 how can i specify to apache the RT 3.8 site? Whats the line or configuration i need? Easy, change that Include line to be: Include /etc/request-tracker3.8/apache2-modperl2.conf Cheers! -- Andrew Ruthven Wellington, New Zealand At home: [EMAIL PROTECTED] | This space intentionally |left blank. signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ubuntu RT 3.8 package
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Re: [rt-users] Rt3.8 package for debian
Hi Johan, Could you please let me know what request of my request-tracker3.8 package you've installed? libemail-address-perl is on the dependency list at the moment, but there was a missing comma that might have caused issues. I've added libgraphviz-perl, thanks! Cheers! On Mon, 2008-08-18 at 10:03 +0300, johan baarman wrote: Hi Andrew, Yes, I found your instructions later while browsing the email-archive. Since this is a fresh install I went ahead and upgraded to lenny at the same time. It worked like a charm except when initializing the database. It was complaining that Can't locate Email/Address.pm in @INC... I figured it was missing package libemail-address-perl and after starting RT there were also an error about missing Graphviz so I also had to install package libgraphviz-perl. It's running fine now, thanks to your package. Br, Johan -- Andrew Ruthven Wellington, New Zealand At home: [EMAIL PROTECTED] | This space intentionally |left blank. signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt3.8 package for debian
On Wed, 2008-08-20 at 12:04 +1000, Trent W. Buck wrote: Andrew Ruthven [EMAIL PROTECTED] writes: I've built some RT 3.8.1rc5 packages which I've been using on Lenny. deb http://debian.etc.gen.nz lenny rt There is a missing Recommends for libgraphviz-perl. Rats, so it is. I add the build-deps line, but not the dependency. Fixed. And I've updated the Lenny version to 3.8.1. Also, I'd appreciate copies of the .dsc and .diff.gz. Sure. My repository management software doesn't handle source at the moment. I'll email them privately. I'm storing my build tree in a git repo at: http://git.catalyst.net.nz/gw?p=request-tracker.git;a=summary You can check it out using: git clone git://git.catalyst.net.nz/request-tracker.git Cheers! -- Andrew Ruthven Wellington, New Zealand At home: [EMAIL PROTECTED] | This space intentionally |left blank. signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Rt3.8 package for debian
Hi Johan, The packages that Emmanuel Lacour have built only include the required dependencies for Etch (they're already present for Lenny). I've built some RT 3.8.1rc5 packages which I've been using on Lenny. I've back-ported them to Etch, but haven't tested them on Etch. Feel free to try using them (you'll need Emmanuel's repo as well for Etch). Please let me know if there are any issues. The lines for your apt sources.list file are: deb http://debian.etc.gen.nz etch rt or deb http://debian.etc.gen.nz lenny rt Cheers! On Thu, 2008-08-14 at 13:17 +0300, johan baarman wrote: Hi, I'm about to try out the new rt3.8 on debian etch and saw that Emmanuel Lacour already built a package for it. Can I install rt3.8 directly by that package or is it only for the dependencies? On 1 Aug 2008, at 8:52 am, Emmanuel Lacour wrote: As I already said here, I made needed packages for etch here: http://rt.easter-eggs.org/debian/ this can help you ;) _ Br, Johan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Andrew Ruthven Wellington, New Zealand At home: [EMAIL PROTECTED] | This space intentionally |left blank. signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Have the Subject/Name of a ticket made from custom fields?
Hi, Is it possible to make the subject of a ticket dynamically generated based on custom fields? I'm starting to use AssetTracker and I'd like to have the Name of my assets generated using the custom fields. For example the Manufactorer, Model and Serial fields (or whatever is appropriate for the type of asset). Is this possible? Cheers! -- Andrew Ruthven, Wellington, New Zealand At home: [EMAIL PROTECTED] | This space intentionally |left blank. signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT security
Hi Teresa, On Sat, 2007-07-14 at 18:16 +0200, Teresa Carcelén Fernández wrote: Hi all, Does anyone known where can I get in deep information about security in RT, such as PGP and MIME Only a few days ago Jesse posted an announcement for RT-SimpleGPGVerify which might be of interest. Cheers! -- Andrew Ruthven, Wellington, New Zealand At home: [EMAIL PROTECTED] | This space intentionally |left blank. signature.asc Description: This is a digitally signed message part ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
