Re: [rt-users] Display Owner in SelfService
Hey Kevin,
That seems to be for Search Results, not the ticket, and by
default that includes the OwnerName. I went to the ticket section
of your link and there does not seem to be anything similar
Set($DefaultSelfServiceSearchResultFormat, qq{
'BA
HREF=""__id__/a/B/TITLE:#',
'BA
HREF=""__Subject__/a/B/TITLE:Subject',
Status,
Requestors,
OwnerName});
On 12/05/2013 03:04 PM, Kevin Falcone wrote:
On Wed, Dec 04, 2013 at 11:39:15AM -0500, Chris Lasater wrote:
Is it possible to have the owner displayed in the Self Service page, so that people know who
owns their ticket?
Update your config to include the owner?
http://bestpractical.com/docs/rt/latest/RT_Config.html#DefaultSelfServiceSearchResultFormat
(many people dislike showing the owner to SelfService users since
SelfService users start pestering the owner out-of-band on the phone).
-kevin
--
Chris Lasater | IT Consultant
Phone: +1.904.520.6046
Mobile: +1.407.902.6183
Email: chris.lasa...@oracle.com
Oracle Product Development -
Taleo Cloud Services | Cloud Technologies and Insight
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Suite 100
Jacksonville, FL US 32256
Oracle is
committed to developing practices and products that
help protect the environment
Re: [rt-users] chart by told time
Will this be added to a future version of RT, like 4.0.6? - Original Message - From: Ruslan Zakirov [mailto:r...@bestpractical.com] Sent: Monday, April 16, 2012 10:28 AM To: Richard McMahon r...@ast.cam.ac.uk Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] chart by told time On Sun, Apr 15, 2012 at 22:27, Richard McMahon r...@ast.cam.ac.uk wrote: Hello, RT has a time called 'told' or Last Contact time that records the last time a requestor is contacted. I would like to be able to create charts based on this time similar to the charts for the other times. The ability to chart by told/last contact time does not seem to be included in the default set of charts. I have checked on the RT4.0 Demo site. (i) Has anyone coded up this option and could share it? (ii) How would one add the option to an existing installation? (iii) Could it be added to a future RT release? It's really very easy to add and master branch has it. You need one word change 3d2b69c3dc80abbad4278cb171639cd87c82ea6c from RT repository. We just missed it when added other date fields. Thanks Richard --- Dr. Richard G. McMahon | Phone (office) 44-(0)-1223-337519 University of Cambridge | (switchboard) 1223-337548 Institute of Astronomy | (secretary) 1223-337516 Madingley Rd | FAX 1223-337523 Cambridge, CB3 OHA, UK. | mobile 7885-409019 Office: Hoyle 18 | home 1223-359770 --- email: r...@ast.cam.ac.uk | WWW: http://www.ast.cam.ac.uk/~rgm richardgmcma...@gmail.com | skype: richardgmcmahon --- -- Best regards, Ruslan.
Re: [rt-users] GD and GraphViz - Need both? Can't build source.
It looks like they have debs on GraphViz.org have you tried doing that or just trying to compile? I have always compiled them. I believe you need expat (and probably expat-devel) to compile graphviz and you will need the libpng-devel to get it to work properly with Request Tracker. For libgd I always just installed the RPM and moved the library (libgd.so.2) to systems I could not install RPMs on. Make sure to properly set up your LD_LIBRARY_PATH environmental variables to go to any lib folders you have, so that when you try to install it will find all your compiled/moved libraries. Chris On Thu, 2012-03-22 at 12:50 -0400, Cena, Stephen (ext. 300) wrote: I recently attended Best Practical's' training in Boston and found it informative. Since my return, I've been trying to get RT 4.0.x (currently 4.0.5) built from source with no luck. I know that one of the things my users will desire is the ability to display graphs. Do I need both GD and GraphViz installed, or just GraphViz? Second; I've tried both Ubuntu and CENT-OS to build RT from source with no luck at all. The tripping point appears to be the GD/GraphViz libraries. No matter what I try, I can't seem to get either the libraries installed or the build script to recognize it. Installing them via CPAN told me that I needed to get them directly from GraphViz.org. I've done that and am able to get them installed on CENT but not Ubuntu. Is there some trick I'm missing to make this happen? Stephen Cena MIS/IT Dept - Quality Vision International 850 Hudson Ave Rochester,NY. 14621 Ph: 585-544-0450 x300 Thank you for helping us help you help us all.
[rt-users] Relational Graphs not displaying in RT 4.0.5
I no longer see the Relational graphs in RT 4.0.5 after upgrading. The
legend does appear but the graph is just a box with an X in it. I have
attached the error logs if I go to the page. Also, nothing appears in
the rt logs on the actual server.
Is anyone on 4.0.5 able to see these graphs or is this just me?
Chris
preSystem Error: ack Broken pipe: write( 21, 'digraph ticket_links_142 {
ratio=quot;fillquot;;
bgcolor=quot;transparentquot;;
node [fillcolor=quot;whitequot;, shape=quot;boxquot;,
style=quot;filled,roundedquot;];
node1 [URL=quot;/Ticket/Display.html?id=142quot;,
fontcolor=quot;#FFquot;, fontsize=quot;10quot;, label=quot;142quot;,
style=quot;filled,roundedquot;, tooltip=quot;test2quot;];
}
' ) at /opt/rt4/perl5lib/lib/site_perl/5.12.4/IPC/Run/IO.pm line 558
Trace begun at /opt/rt4/perl5lib/lib/perl5/HTML/Mason/Exceptions.pm line 129
HTML::Mason::Exceptions::rethrow_exception('System Error: ack Broken pipe:
write( 21, \'digraph ticket_links_142
{^J^Iratio=quot;fillquot;;^J^Ibgcolor=quot;transparentquot;;^J^Inode
[fillcolor=quot;whitequot;, shape=quot;boxquot;,
style=quot;filled,roundedquot;];^J^Inode1
[URL=quot;/Ticket/Display.html?id=142quot;, fontcolor=quot;#FFquot;,
fontsize=quot;10quot;, label=quot;142quot;,
style=quot;filled,roundedquot;, tooltip=quot;test2quot;];^J}^J\' ) at
/opt/rt4/perl5lib/lib/site_perl/5.12.4/IPC/Run/IO.pm line 558^J^J') called at
/opt/rt4/sbin/../lib/RT/Util.pm line 95
RT::Util::safe_run_child('CODE(0x123e67b8)') called at
/opt/opt/rt4/share/html/Ticket/Graphs/dhandler line 76
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x1aa70738)',
'MaxDepth', 3, 'id', 142, 'LeadingLink', 'Members', 'ShowLinks',
'ARRAY(0x123c8768)') called at
/opt/rt4/perl5lib/lib/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x123d2660)',
'Ticket', 'RT::Ticket=HASH(0x1aa70738)', 'MaxDepth', 3, 'id', 142,
'LeadingLink', 'Members', 'ShowLinks', 'ARRAY(0x123c8768)') called at
/opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 1302
eval {...} at /opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'Ticket',
'RT::Ticket=HASH(0x1aa70738)', 'MaxDepth', 3, 'id', 142, 'LeadingLink',
'Members', 'ShowLinks', 'ARRAY(0x123c8768)') called at
/opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 955
HTML::Mason::Request::call_next('RT::Interface::Web::Request=HASH(0x12344418)')
called at /opt/opt/rt4/share/html/Ticket/autohandler line 19
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x1aa70738)',
'MaxDepth', 3, 'id', 142, 'LeadingLink', 'Members', 'ShowLinks',
'ARRAY(0x123c8768)') called at
/opt/rt4/perl5lib/lib/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x123c7e98)',
'Ticket', 'RT::Ticket=HASH(0x1aa70738)', 'MaxDepth', 3, 'id', 142,
'LeadingLink', 'Members', 'ShowLinks', 'ARRAY(0x123c8768)') called at
/opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 1302
eval {...} at /opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'Ticket',
'RT::Ticket=HASH(0x1aa70738)', 'MaxDepth', 3, 'id', 142, 'LeadingLink',
'Members', 'ShowLinks', 'ARRAY(0x123c8768)') called at
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 548
RT::Interface::Web::ShowRequestedPage('HASH(0x12353f38)') called at
/opt/rt4/sbin/../lib/RT/Interface/Web.pm line 295
RT::Interface::Web::HandleRequest('HASH(0x12353f38)') called at
/opt/opt/rt4/share/html/autohandler line 53
HTML::Mason::Commands::__ANON__('Ticket', 'RT::Ticket=HASH(0x1aa70738)',
'MaxDepth', 3, 'id', 142, 'LeadingLink', 'Members', 'ShowLinks',
'ARRAY(0x123b04f8)') called at
/opt/rt4/perl5lib/lib/perl5/HTML/Mason/Component.pm line 135
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x121d3e70)',
'Ticket', 'RT::Ticket=HASH(0x1aa70738)', 'MaxDepth', 3, 'id', 142,
'LeadingLink', 'Members', 'ShowLinks', 'ARRAY(0x123b04f8)') called at
/opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 1297
eval {...} at /opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 1292
HTML::Mason::Request::comp(undef, undef, undef, 'Ticket',
'RT::Ticket=HASH(0x1aa70738)', 'MaxDepth', 3, 'id', 142, 'LeadingLink',
'Members', 'ShowLinks', 'ARRAY(0x123b04f8)') called at
/opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 481
eval {...} at /opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 481
eval {...} at /opt/rt4/perl5lib/lib/perl5/HTML/Mason/Request.pm line 433
HTML::Mason::Request::exec('RT::Interface::Web::Request=HASH(0x12344418)')
called at /opt/rt4/perl5lib/lib/site_perl/5.12.4/HTML/Mason/PSGIHandler.pm line
85
eval {...} at /opt/rt4/perl5lib/lib/site_perl/5.12.4/HTML/Mason/PSGIHandler.pm
line 85
HTML::Mason::Request::PSGI::exec('RT::Interface::Web::Request=HASH(0x12344418)')
called at /opt/rt4/perl5lib/lib/perl5/HTML/Mason/Interp.pm line 342
Re: [rt-users] Relational Graphs not displaying in RT 4.0.5
Found the problem. Something is wrong with my compiled GraphViz/expat dependencies. On Thu, 2012-03-15 at 14:35 -0400, Christopher Lasater wrote: I no longer see the Relational graphs in RT 4.0.5 after upgrading. The legend does appear but the graph is just a box with an X in it. I have attached the error logs if I go to the page. Also, nothing appears in the rt logs on the actual server. Is anyone on 4.0.5 able to see these graphs or is this just me? Chris
[rt-users] Add user as CC to Ticket
Hey Guys, How do give someone the ability to add another user as a CC, without giving them the ability to Modify the who ticket? Christopher Lasater Technology Analyst I Taleo RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Am I missing a right?
Hey Jeff You are not allowed to Take a ticket that is owned by someone, you have to steal it, which is in the Actions tab and is a different right. Chris RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Hide Resolve in 4.0.5
Found the Problem.. I had the Elements/Tabs file in my local folder. Thanks for the Help. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Hide Resolve in 4.0.5
At home now, could the lifecycles impact this? I can email this tomorrow. --Original Message-- From: Thomas Sibley To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Hide Resolve in 4.0.5 Sent: Feb 14, 2012 7:57 PM On 02/14/2012 06:54 PM, Christopher Lasater wrote: Hey Guys, I just upgraded to 4.0.5 in our testing environment and was trying to test the new config option HideResolveActionsWithDependencies and ForceApprovalsView, which I like the idea of. Unfortunately, I can not get HideResolve to work. I have the configuration below but the second I create a ticket with an approval or a ticket with a dependencies, I look at the action menu and resolve and reject are both there. Any ideas? Works for me on a fresh 4.0.5. What's the rest of your config? Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Privileged Users by Group
Is this a feature that may come in the future? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, January 24, 2012 3:45 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Privileged Users by Group On Tue, Jan 24, 2012 at 10:32:17AM -0500, Christopher Lasater wrote: Currently I use LDAP importer to run and add users to groups. The only problem I am running into is that when people leave groups or are put into groups when they are already created, there is no way to control their privileged status. The only option I see related to this in LDAP importer is making a user privileged when they are created. Is there a way to control whether or not a user is privileged by what group they are in? So all users in Group1 would be privileged, but users in group2 would not (unless they are in both). Sorry if this is elsewhere, its kind of hard to search for Privileged Group without seeing 100 other topics Unfortunately - this is not a feature of RT-Extension-LDAPImporter or of RT. -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Images in emails
Is there a simple way to filter out known images? Everyone in my company has the same signature with 5 or 6 images in it. It would be nice if I can tell RT to not attach images with those specific names. RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] Outlook and Dashboard subscriptions
Hi, Has anyone come up with a way to improve the look of the Dashboard email subscription in Outlook. It appears like every email client except Outlook displays the HTML email wonderfully, but Outlook turns it into a mess L Tables are not lined up well, backgrounds are missing, chart legends are all over the place. Its not really something we can use and send to people. Christopher Lasater Technology Analyst I Taleo PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Outlook and Dashboard subscriptions
I am using 2007, and some people here have 2010. I read about the option that pops up for 2010, but that does not really help the people using 2007. I only saw the one post for this issue back in March and they did not seem to have come up with a solution. PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Custom Field Sub-list
Usually when you select a Custom Field in the “based on” list the Category column changes to Drop Down boxes and you can select one of the CF values from the CF that you based it on. So if you have a CF with a list of services and you base another CF on it, then you can create Values that are based on those services. In the ticket, when you select the Service the second CF will just show the Values based on that service. Not sure if I explained that well, but it sounds like that is what you are looking for. Unfortunately this CF will not appear, it has to already be there and you need to add both CFs to the Queue. Chris PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] refresh page to 5 mins
On a per user basis you can go to the Options area (Logged in as user - settings - options) and change it there, Globally you need to add the setting to RT_SiteConfig the perldoc for RT_config says: $HomePageRefreshInterval $HomePageRefreshInterval is default number of seconds to refresh the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200]. Set ($HomePageRefreshInterval, 300); #5 min refresh by default Chris PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] refresh page to 5 mins
I believe so, if you have apache 2.2 you can just do a graceful restart and not impact anyone -Original Message- From: Asif Iqbal [mailto:vad...@gmail.com] Sent: Monday, September 12, 2011 2:54 PM To: Christopher Lasater Cc: rt-users Users Subject: Re: [rt-users] refresh page to 5 mins On Mon, Sep 12, 2011 at 12:55 PM, Christopher Lasater clasa...@taleo.com wrote: On a per user basis you can go to the Options area (Logged in as user - settings - options) and change it there, Globally you need to add the setting to RT_SiteConfig the perldoc Hmm.. do not see anything in my settings related to that. for RT_config says: $HomePageRefreshInterval $HomePageRefreshInterval is default number of seconds to refresh the RT home page. Choose from [0, 120, 300, 600, 1200, 3600, 7200]. thanks for this. I will just play with this global settings. I guess I will need to restart apache for the change to take into effect? Set ($HomePageRefreshInterval, 300); #5 min refresh by default Chris -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu A: Because it messes up the order in which people normally read text. Q: Why is top-posting such a bad thing? PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Unprivileged Users Change password
Hey Kevin, Is Modify Self supposed to grant the Unprivileged user the ability to change their information? All I have is the password for them -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Thursday, September 08, 2011 5:30 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Unprivileged Users Change password On Thu, Sep 08, 2011 at 05:20:51PM -0400, Christopher Lasater wrote: Not sure if this is a bug, but if I have an LDAP user imported, they have the option to change their password, while the Privileged Users do not. This is kind of unusual because you can create a local account with one password and your ldap be different and you can log in with either. The only bad side effect with this is that if the LDAP account is disabled then they can still access RT with the second password. RT 4.0.2 This is actually a property of RT-Authen-ExternalAuth, not RT. It could hide that field for Unprivileged users, but you may want to just remove the ModifySelf right from Unprivileged and only grant it to Privileged. -kevin PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Unprivileged Users Change password
Ok, thanks. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, September 09, 2011 11:14 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Unprivileged Users Change password On Fri, Sep 09, 2011 at 10:09:22AM -0400, Christopher Lasater wrote: Is Modify Self supposed to grant the Unprivileged user the ability to change their information? All I have is the password for them The only thing an Unprivileged user can change is their password. Giving them ModifySelf when you have an external password store isn't really useful. -kevin PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Modify and Save existing Searches: Advanced Format Page
I have the same issue, it seems like when you go to the advanced page and back the Saved Search Name is not populated anymore. This seems like a bug to me. I usually have to save the Search as a different name, delete the original, and then change the name of the new one to match the old. :( Chris -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Shawn O'Connor Sent: Thursday, September 08, 2011 12:47 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Modify and Save existing Searches: Advanced Format Page I'm using RT 4.02 and logged in as root. I'm trying to modify an existing search from the Advanced Edit Search page. Something simple like change the display Title from subject to subject1 -- just to see if it will work. I'm using the Advanced Edit Query view (from the Advanced link at the top of the page). No matter what I do I can't seem to get it to save the search. I load the query. Click on advanced. Under the format field I just change the subject title to subject1. Click Apply. I get returned to the main edit screen. Then click update format and search. The query works and the format change is taken. I can click on Edit Search again to get back to the main edit page -- but the option to save the search isn't there (or rather update). If I click save it creates an unnamed search. If I click save and manually set the name to the name of the search I am trying to edit (just type it in) then I get two searches with the same name. How do I modify the search and save it if I go to the advanced edit page? As long as I don't go to the advanced page I can save changes all day long. Is this a bug, it's not intended to work that way, or am I doing something wrong? -- Thanks. RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011 PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
[rt-users] Unprivileged Users Change password
Hi, Not sure if this is a bug, but if I have an LDAP user imported, they have the option to change their password, while the Privileged Users do not. This is kind of unusual because you can create a local account with one password and your ldap be different and you can log in with either. The only bad side effect with this is that if the LDAP account is disabled then they can still access RT with the second password. RT 4.0.2 PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Create Database without Root
Great, thanks! Sorry for the late response. On Fri, Aug 19, 2011 at 10:43:39AM -0400, Christopher Lasater wrote: Hi, I am trying to use a database created for me by the DBAs at my company. I do not have root privileges, just a regular username and password. I have created the tables using schema.mysql but I can not populate the data. Are there instruction for creating the RT database when the Database has already been created and you do not have root rights? /opt/rt4/sbin/rt-setup-database --help search for --skip-create -kevin PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Search Format - Take button
Hey Mike, You need to do it using the Advanced Edit and add the following line, if its is not the last part you will need to add a comma at the end. The main problem is that it will not work well with tickets already owned, since you can not take an already taken ticket. 'a href=__WebPath__/Ticket/Display.html?Action=Takeamp;id=__idloc(Take)__/a/TITLE:NBSP' From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Mike Johnson Sent: Monday, August 29, 2011 11:41 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Search Format - Take button Hi everyone, So I'm trying to build a search that I'll put on a dashboard and on my RT At a Glance. I want to have the Take button in it just like the 10 newest unowned widget that is delivered with RT. How do I do that in the query builder? I know I can make the ticket id a link to take it... but I want a seperate button as my users are used to that Take button... Is it possible? Thanks! Mike. -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca PGP.sig Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
I believe me and a coworker have found the problem, if we comment out the line in the following file the problem goes away. I assume it has to do with the PIE.htc which is at version 1.0beta2 current version is beta4, which I tried and did not help :/ /*behavior: url(/NoAuth/css/images/PIE.htc); */ http://server.net/NoAuth/css/aileron/msie-pie.css The following site does mention an issue with things not being loaded correctly outside of 100% zoom, but it does not mention CPU going to 100%. http://css3pie.com/documentation/known-issues/ -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, July 05, 2011 1:33 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Tue, Jul 05, 2011 at 12:56:16PM -0400, Christopher Lasater wrote: Unfortunately I experience the problem with my local RT4.0.1 but not the issues.bestpractical.com. So its more than just what version of IE you have. When changing the zoom level I can even get it to lock up before logging in. Do you have any config changes on the apache side for issues.bestpractical.com? mod_perl or fastcgi? We're running a very vanilla mod_fastcgi setup, based on the documentation we ship with RT. IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64 I'm on an older IE8 release, but with WinXP for my IE8 machine. Unfortunately, my Win7 machines are already running IE9 for testing. -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, July 05, 2011 9:24 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote: Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the problem disappears. I'm trying to figure out what IE is doing differently than Firefox/Chome. Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com. I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix. Can you tell us more about your specific version of IE and windows versions. There are too many variables at play with IE -kevin On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater [1]clasa...@taleo.com wrote: Hey Sean, Does zooming make the problem worse or do we have different issues? -Original Message- From: [2]rt-users-boun...@lists.bestpractical.com [mailto:[3]rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:20 PM To: [4]rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100% everything works fine. The second I try to zoom its freezes and if I am at 115%, which was my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy in Firefox without experiencing any problems. -Original Message- From: [5]rt-users-boun...@lists.bestpractical.com [mailto:[6]rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:04 PM To: [7]rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be interested in. Problem occurs with or without IE compatibility mode. VirtualHost [8]server.example.com:80 AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost Set( $rtname, '[9]server.example.com'); Set ($WebPath , ); Set ($WebBaseUrl , [10]server.example.com:80); Set ($WebURL , [11]http://server.example.com/;); Set ($WebDomain, [12]server.example.com); Obviosly I changed my servername to [13]server.example.com all FQDN -BEGIN PGP SIGNATURE- Version: 10.1.0 (Build 860) iQEVAwUBThNCMHUEnna91A87AQjh5wf/UDuwf+y+PcLFxlPrdOn9jYykKSzjfWKg qJZnBcc7DK+OM/XES0puVrfj5B6pKrOSc50kx22GQez0L8fyTbKxEHUcIzTpIrEK dq8sqgUDBPjSYXSGxDOBxkubvzelEKBdHhYsrVeYTpkNaha+UESd13cImn8ucnzS
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
Unfortunately I experience the problem with my local RT4.0.1 but not the issues.bestpractical.com. So its more than just what version of IE you have. When changing the zoom level I can even get it to lock up before logging in. Do you have any config changes on the apache side for issues.bestpractical.com? mod_perl or fastcgi? IE Version 8.0.7600.16385 both 32 and 64bit version Windows 7 x64 -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Tuesday, July 05, 2011 9:24 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Mon, Jul 04, 2011 at 11:21:28AM +0100, Sean McDaid wrote: Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the problem disappears. I'm trying to figure out what IE is doing differently than Firefox/Chome. Unfortunately, I'm unable to replicate this with IE8 on issues.bestpractical.com. I can believe that IE has issues with zooming, but without being able to replicate it, it's hard to fix. Can you tell us more about your specific version of IE and windows versions. There are too many variables at play with IE -kevin On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater [1]clasa...@taleo.com wrote: Hey Sean, Does zooming make the problem worse or do we have different issues? -Original Message- From: [2]rt-users-boun...@lists.bestpractical.com [mailto:[3]rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:20 PM To: [4]rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100% everything works fine. The second I try to zoom its freezes and if I am at 115%, which was my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy in Firefox without experiencing any problems. -Original Message- From: [5]rt-users-boun...@lists.bestpractical.com [mailto:[6]rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:04 PM To: [7]rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be interested in. Problem occurs with or without IE compatibility mode. VirtualHost [8]server.example.com:80 AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost Set( $rtname, '[9]server.example.com'); Set ($WebPath , ); Set ($WebBaseUrl , [10]server.example.com:80); Set ($WebURL , [11]http://server.example.com/;); Set ($WebDomain, [12]server.example.com); Obviosly I changed my servername to [13]server.example.com all FQDN PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
Hey Sean, Does zooming make the problem worse or do we have different issues? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:20 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100% everything works fine. The second I try to zoom its freezes and if I am at 115%, which was my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy in Firefox without experiencing any problems. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be interested in. Problem occurs with or without IE compatibility mode. VirtualHost server.example.com:80 AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost Set( $rtname, 'server.example.com'); Set ($WebPath , ); Set ($WebBaseUrl , server.example.com:80); Set ($WebURL , http://server.example.com/;); Set ($WebDomain, server.example.com); Obviosly I changed my servername to server.example.com all FQDN PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and I get similar issues in both. Firefox works fine, but IE8.0 seems to have issues just going to the RT at a glance page I start getting problems. 4.0.0 would work for a while and eventually lock up, 4.0.1 seems to lock up pretty quickly after I log in, sometimes before I have a chance to go to a ticket. Just like others have said, if I disable active scripts then it works fine. If I re-enable them it pretty much dies within a page or two. Debugging on RT does not show anything exciting. How can I log into issues.bestpractical.com? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 12:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote: Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done. issues.bestpractical.com has been upgraded for many many years -kevin PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
I do not have any problems with the issues.bestpractical.com and IE8. Are there any settings there that might make it more stable? My original install was 4.0.0 and I ran the rt-setup-database command and read through all the upgrade documentation. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 2:31 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 02:18:15PM -0400, Christopher Lasater wrote: I have the same problem. I had rt4.0.0 and upgraded to 4.0.1 and I get similar issues in both. Firefox works fine, but IE8.0 seems to have issues just going to the RT at a glance page I start getting problems. 4.0.0 would work for a while and eventually lock up, 4.0.1 seems to lock up pretty quickly after I log in, sometimes before I have a chance to go to a ticket. Just like others have said, if I disable active scripts then it works fine. If I re-enable them it pretty much dies within a page or two. Debugging on RT does not show anything exciting. How can I log into issues.bestpractical.com? As I mentioned earlier in the thread, guest/guest -kevin -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Friday, July 01, 2011 12:21 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 On Fri, Jul 01, 2011 at 11:28:42AM +0100, Sean McDaid wrote: Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Just read all the instructions in README and docs/UPGRADING-(3.6|3.8|4.0) and make sure you follow all them, there are mysql specific upgrades AND schema and content changes, all of which must be done. issues.bestpractical.com has been upgraded for many many years -kevin -BEGIN PGP SIGNATURE- Version: 10.1.0 (Build 860) iQEVAwUBTg4PZ3UEnna91A87AQiZmQgAzzgdzpdyHs2g0F6tklgaRqvqMRKVm+HI d1CJbycp9WJcoEybvqFOniR3R9GZZ7BwKL6AiTZpSaGJ8uetbcpmUafqnrmDmPFq qgvtSi0xaYWT/T4XkJIR0GOWHig/f1VFtLZL30ni2TrnJQKW5qoTPs9cbVIKx2pN mXCmTm8cEFR3yuP8nanM60wtQ7g+Y5k3gT8ZsZ+fo6KC+OKkbOj9QlWLGtsPYa9q EjtE6SmZns18qSoSPujYeu7NHVbCv4FyBk/Vk/wuttkrSRkyFTOeFoFboTnljB3f omSzxWsCk9g/2mAfQzb78VfKgHmXx7s17hoGzcTjM87oyRk4f4lGcA== =rY5r -END PGP SIGNATURE- PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be interested in. Problem occurs with or without IE compatibility mode. VirtualHost server.example.com:80 AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost Set( $rtname, 'server.example.com'); Set ($WebPath , ); Set ($WebBaseUrl , server.example.com:80); Set ($WebURL , http://server.example.com/;); Set ($WebDomain, server.example.com); Obviosly I changed my servername to server.example.com all FQDN PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100% everything works fine. The second I try to zoom its freezes and if I am at 115%, which was my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy in Firefox without experiencing any problems. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be interested in. Problem occurs with or without IE compatibility mode. VirtualHost server.example.com:80 AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost Set( $rtname, 'server.example.com'); Set ($WebPath , ); Set ($WebBaseUrl , server.example.com:80); Set ($WebURL , http://server.example.com/;); Set ($WebDomain, server.example.com); Obviosly I changed my servername to server.example.com all FQDN PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket
What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed... -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, June 29, 2011 4:30 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket On Tue, Jun 28, 2011 at 10:49:20AM -0400, Christopher Lasater wrote: Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior. There is no code to prevent you from resolving it after it has been rejected. -kevin From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Monday, June 27, 2011 3:26 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket Hello, Not sure if this is normal, but I have a Queue set up so that when a ticket is created it will automatically create another ticket for Approval. This seems to be working well, since the original ticket is immediately created with a Dependency for the Approval ticket. If I try to Resolve the ticket before the approval process I get a dependency error, which is what I expect, but if I reject the approval I can then resolve the original ticket. Shouldn't I get an error message at this point saying it cannot be resolved and needs to be rejected? Or have the approval automatically reject/close/resolve the original ticket? Thanks Christopher Lasater Technology Analyst I Taleo T. 904.520.6046 E. [1]clasa...@taleo.com [2]TALEO This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. References Visible links 1. mailto:clasa...@taleo.com 2. http://www.taleo.com/ -BEGIN PGP SIGNATURE- Version: 10.1.0 (Build 860) iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7 KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH /pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg== =ZVsj -END PGP SIGNATURE- 2011 Training: http://bestpractical.com/services/training.html PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket
Hey Kevin, Thanks for the response. I was not using the __approval queue that is created by default, I created another one call POapproval and selected the approval lifecycle. Will this make it work the same way as the __approval queue? I checked the scrips under __approval and I do not see anything special that would create different behavior. If the queue the approval is sent to just needs to have its lifecycle be approved, then it does not seem to be working for me. Thanks, Chris -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, June 29, 2011 4:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket On Wed, Jun 29, 2011 at 04:45:05PM -0400, Christopher Lasater wrote: What do you mean by cascade the reject up to the Original ticket? The original ticket shows that the depends on ticket (the approval) is rejected, but the status for the original does not changed... When a ticket in the ___Approvals queue is rejected, there is code to run and reject the original ticket. lib/RT/Approval/Rule/Rejected.pm -kevin From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone Sent: Wednesday, June 29, 2011 4:30 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket On Tue, Jun 28, 2011 at 10:49:20AM -0400, Christopher Lasater wrote: Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? When you reject an Approvals ticket it should cascade that Reject back up to the Original ticket automatically. That is built-in default behavior. There is no code to prevent you from resolving it after it has been rejected. -kevin From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Monday, June 27, 2011 3:26 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket Hello, Not sure if this is normal, but I have a Queue set up so that when a ticket is created it will automatically create another ticket for Approval. This seems to be working well, since the original ticket is immediately created with a Dependency for the Approval ticket. If I try to Resolve the ticket before the approval process I get a dependency error, which is what I expect, but if I reject the approval I can then resolve the original ticket. Shouldn't I get an error message at this point saying it cannot be resolved and needs to be rejected? Or have the approval automatically reject/close/resolve the original ticket? Thanks Christopher Lasater Technology Analyst I Taleo T. 904.520.6046 E. [1]clasa...@taleo.com [2]TALEO This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. References Visible links 1. mailto:clasa...@taleo.com 2. http://www.taleo.com/ -BEGIN PGP SIGNATURE- Version: 10.1.0 (Build 860) iQEVAwUBTgnp8HUEnna91A87AQiAfggApHjAjR18f+ngBCyoMQASu4ez5Ae/Xzgk PtCumIiFmqyAvQcXKFIysehccqQUdMUbz109Gq1JE9EMSxG2C/s9UOsCPGSE+VIL XKmC72S3ng2ii0URBXeyOKgxiE2hUMGgPYG6N0TIe45O+LQxe6GA7bibIHqrbekT mf2nkaJzuq7Mnq06NO4EJrGE9RnBq63BVIYwkWHY324OEKd+skhgOOADnhSs0+t7 KSomVp2LUSrd/uwhexo+pYAb8Yy9bN2y3yMUW85Tqj2XfEeQ4CD4icafzSizwNCH /pQCZDk2rmQXIQc+liFlBgotfh+iFErXoP9sZ8l9s7mTjT021XkjCg== =ZVsj -END PGP SIGNATURE- 2011 Training: http://bestpractical.com/services/training.html -BEGIN PGP SIGNATURE- Version: 10.1.0 (Build 860) iQEVAwUBTguO0HUEnna91A87AQhA5gf/dXHYxPn35o0xgQbp89PanrerG3X+euJe 9cM5tJPK28ZqXhJYEZaV7gqIKu+X3SXSxJ7TeryyqRlMoDCuMkmWM4oXBO+0UJsB xY/ZotVaeRWmbLY2tdyiNaHcsNyuVScGfAQoxlQsNDFrYjQdabRZZIi4JyezZ1Yw yZyxm686bLybynbFImJxyG9PgqZX/I6NT2R0o49R3HZlnYmRzA7mkhj+2JDNGk6U ShmkTlANYfgatjr51d6pMEv0bsqKHpCjetlTYqUsfKYYEMXXg7LIIDM3g1em91Tb 5Ms6YR2uLnLlE+EOzo6Ff6eKjQh98+/iWPkNOsxjlGsl29hd+s0+sg== =pImD -END PGP SIGNATURE- 2011 Training: http://bestpractical.com/services
Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket
Hey Kenneth, Its not based on a CF for approval, its based on the RT approval system. Someone creates a ticket in a Queue and an additional ticket is created for approval and it pops up in the approval section of RT. Isnt this the normal process for approvals for RT? Chris From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, June 28, 2011 3:15 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket Cristopher, I'm curious. Why not just have these tickets created in a General or Review Queue and send a notification to whoever should approve of the ticket based on From or some CF value. Then when that Approver changes the value of a CF to indicate approval, move the ticket to the appropriate Queue? That way, all history stays with the original request ticket. Kenn LBNL On Tue, Jun 28, 2011 at 7:49 AM, Christopher Lasater clasa...@taleo.com wrote: Ohh yeah, this is RT-4.0. Is this also the behavior in previous versions? From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Monday, June 27, 2011 3:26 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Ticket can be Resolved when Depending on Rejected Approval Ticket Hello, Not sure if this is normal, but I have a Queue set up so that when a ticket is created it will automatically create another ticket for Approval. This seems to be working well, since the original ticket is immediately created with a Dependency for the Approval ticket. If I try to Resolve the ticket before the approval process I get a dependency error, which is what I expect, but if I reject the approval I can then resolve the original ticket. Shouldnt I get an error message at this point saying it cannot be resolved and needs to be rejected? Or have the approval automatically reject/close/resolve the original ticket? Thanks Christopher Lasater Technology Analyst I Taleo T. 904.520.6046 E. clasa...@taleo.com Error! Filename not specified. http://www.taleo.com/ This email and any attachments thereto may contain private, confidential, and privileged material for the sole use of the intended recipient named in the original email to which this message was attached. Any review, copying, or distribution of this email (or any attachments thereto) by others is strictly prohibited. If you are not the intended recipient, please return this email to the sender immediately and permanently delete the original and any copies of this email and any attachments thereto. 2011 Training: http://bestpractical.com/services/training.html PGP.sig Description: PGP signature 2011 Training: http://bestpractical.com/services/training.html
