Re: [rt-users] RT4 query builder not decoding parameters from URL
Hi, I'm having this same problem or at least an extremely similar one. Were you ever able to solve this? Thanks! -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu On Tue, Mar 27, 2012 at 2:12 PM, JP White jpwh...@hotmail.com wrote: I have a fresh install of RT 4.0.5 on a new server. I pointed this new instance to an existing RT 4.0.2 database (after running the db upgrade script). The problem I am having is that the query builder: Existing saved searches execute with no problems. All new searches end-up URL encoded, thus fail to run and 0 results are returned. For example, a search like 'id = 12345' is getting executed as 'id%20%3D%2012345'. Once the query executes and returns nothing, a click on Advanced from the results page will show the query and format as URL encoded strings... nothing is getting decoded before execution. Configuration (Apache conf and RT_SiteConfig) are the same. Any ideas? I am completely at a loss.
Re: [rt-users] Calculations on custom field values
Kenneth, Thanks for the suggestion and I'll look to see if this might be workable on our end, but I was rather hoping that there might be someway to do this all within RT, automatically, to be able to say display on a dashboard or saved search the total cost of all the orders or the average cost per order, etc. I was actually a little surprised that this capability wasn't already there since we can do graphs and pie charts of this. I wonder if that's something that can be extended. Or even if this should be a feature request for the next version of RT. I don't know much about Perl or if the charting functionality in RT is even extensible but maybe a fake chart can be built that would be displayed in the dropdown with Bar Pie that would just do those calculations.. - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu Public key on keyserver.pgp.com -- Wednesday, March 2, 2011, 3:58:32 PM, Kenneth Crocker wrote: -- Daniel, We DO this! We have over a hundred Queues that are used for Application support in many, many scientific applications as well as the regular AP, AR, GL, etc. Each Queue has a manager and they ALL have a variety of Searches that provide them with such things as Time Estimated, Time Worked (for tickets as well as projects (parent/Child), as well as charts based on CF values. They wanted totals on some of these field from those Searches. What we did was download the search results (we ONLY use the Concise Spreadsheet extension as our download option - required a change to the html page) to Excel, then copy the data (only - no headings) from that excel spreadsheet and paste tha data into an excel template set up just for that report. Excel templates can be set up to not only automatically format the data into properly formatted columns, but automatically sort up to 4 fields, color code different values in specific columns AND automatically execute Macros (like total Time Worked) on the values in specific columns. VIOLA! A report with all the data (headings, footers, repeated headings, sorted rows, etc.) as well as totals on values, etc. the SAME LOOK, the SAME WAY each time we run the search. This is exactly what Excel was designed for. After that, it's just a matter of learning how to use Excel for our specific needs. Anyway, that's just how we do it. Kenn LBNL On Wed, Mar 2, 2011 at 12:20 PM, Todd Chapman t...@chaka.net wrote: Daniel, It is certainly possible to write a scrip that updates custom field values when other custom fields,or core RT fields change. It is also possible to have columns that are calculated on the fly as search results are returned, though it takes a bit more work because RT does not have callbacks in all the right places to make this simple, but it is doable. If however you are looking to do calculations across multiple tickets, RT's search interface and search results display are not really conducive to that type of reporting. -Todd On Tue, Mar 1, 2011 at 6:44 PM, Daniel Farst daniel.fa...@case.edu wrote: I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? Thanks! -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu Public key on keyserver.pgp.com pgpug4cqOzMXn.pgp Description: PGP signature
[rt-users] Calculations on custom field values
I have a couple of things I'd like to do with RT and haven't been able to find any clear answers how to do it, or if it's even possible. Can anyone point me in the right direction? We'd like to do some simple calculations on values stored in a custom fields and on values from those custom fields in tickets returned from a saved search. Some background info: We use a queue in RT 3.8.8 to keep track of upcoming orders we need to place with a ticket for each order. Those tickets have custom fields tracking several values including order cost, what we're charging for the order, order status, tracking numbers, etc.. I'm pretty sure I can accomplish this first part using scrips on a ticket update, but would like confirmation. I'd like to have certain values in a custom field calculated and updated when a different custom field value is changed. i.e. I update the order total and the field holding what we're charging for the order is automatically recalculated and updated as well. The second part I'm not sure about. I'd like to be able to have RT give me the result of a calculation of the values in a custom field for the tickets returned by a saved search (e.g. average value of the cost of orders from user 'abc', sum of the cost of orders where custom field Order_Status = Shipped, etc.). Is this doable by RT? Is there an extension that does this that I would need to install? Thanks! -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu Public key on keyserver.pgp.com pgpvt19NxiMyU.pgp Description: PGP signature
Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9
Using RT 3.8.2 and BlackBerry OS 5 Whenever I try to display a ticket I'm getting an error saying could not find component for path '/Ticket/Elements/ShowPriority' When creating a new ticket, I get a similar error message except it says EditTransactionCustomFields instead of ShowPriority. When I click create however I get another error: Queue could not be loaded. Other than that this looks awesome! - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu o: 216.368.2375 m: 216.334.9146 Public key on keyserver.pgp.com -- Thursday, August 5, 2010, 5:08:31 PM, Jesse Vincent wrote: -- Over the past few weeks, I've been spending my time putting together an initial implementation of a modern phone-friendly interface for RT. We've just published the source code to http://github.com/bestpractical/rt-extension-mobileui and it will show up at http://search.cpan.org/dist/RT-Extension-MobileUI in the very near future. This is very much an initial release and I know there are things that need improvement, though I'd greatly appreciate feedback to help figure out what those improvements should be. We've tested this new UI on the iPhone, Android 2.x, BlackberryOS 4.5 and 5.0, Kindle 2.5 and in a number of desktop browsers. We've only tested this on a recent RT 3.8, but it _should_ work on older versions of RT. Reports of failures on 3.6.x or 3.8.x would be much appreciated. Once you install the extension, you can have a look around from your desktop browser by visiting /m on your RT server. The Mobile UI tries pretty hard to detect mobile browsers and push them to the mobile login page, though there's a link to get back to the full UI if it gets your browser wrong. Right now, the mobile interface supports: External Authentication Regular RT Login Creating Tickets Search (using the same Simple Search as the main UI) Display of saved searches Ticket display Ticket comment/reply Ticket history Attachment download You can see some screenshots at http://blog.bestpractical.com/ -Jesse pgpAdl43BCU5u.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Mobile for iPhone (Dustin Collins)
We use external auth with LDAP and it opens and immediately crashes for me. In my Apache logs, I see two attempts to connect with my username and password in cleartext *shudders* -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University Public key on keyserver.pgp.com -- Friday, June 25, 2010, 10:31:54 AM, Troy Knabe wrote: -- Yes. I just installed it and it does do https and external auth fine. -Troy Sent from my Mobile Device On Jun 25, 2010, at 12:05 AM, Bartelt, John E. bart...@slac.stanford.edu wrote: I bought it but I can't get it to connect. (1) Does it understand https? (2) Does it understand external authentication? John Bartelt Date: Thu, 24 Jun 2010 17:56:30 -0400 From: Dustin Collins stregasg...@gmail.com To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: [rt-users] RT Mobile for iPhone Message-ID: -2996965792844...@unknownmsgid Content-Type: text/plain; charset=ISO-8859-1 This is an RT client for iPhone. Check it out if your interested. http://itunes.apple.com/us/app/rt-mobile/id377642006?mt=8 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com pgpv1RaHlmjgZ.pgp Description: PGP signature Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM WikiText Format Toolbar
Jim, I don't recall if I had an /opt/rt3/local/plugins/RT-FM/html/Elements directory or if I had to add it manually, but that is where my EditCustomFieldWikitext is living. I also have the /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements folder, but I didn't change anything inside of it. Regarding the textarea tags, the section id=...-Values needs to be added to the 2 existing textarea tags. For me they were on lines 66 and 69 of the EditCustomFieldWikitext file. I inserted the id section after Rows and before Name. - Dan -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu -- Wednesday, April 29, 2009, 9:55:10 AM, you wrote: -- Hi Daniel, Thanks for the reply. I don?t have /opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this instead; /opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied EditCustomFieldWikitest there instead but I cant get it to work. Also can you clarify this for me? In the post it says; Add in both textarea tags: textarea ... id=%$NamePrefix%%$CustomField-Id%-Values.../textarea Is this in addition to what is already there? Or in place of? Many thanks, Jim -Original Message- From: Daniel Farst [mailto:daniel.fa...@case.edu] Sent: 29 April 2009 14:37 To: Jim Tambling Subject: Re: [rt-users] RTFM WikiText Format Toolbar I was able to. Some of the file names have changed, essentially everything else was the same as in the other post: · Use /opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext instead of /opt/rt3/local/html/Elements/EditCustomFieldWikitext · Edit /opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of /opt/rt3/local/html/RTFM/Article/Edit.html -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University daniel.fa...@case.edu -- Tuesday, April 28, 2009, 10:27:54 AM, you wrote: -- Hello all, In my quest to achieve RTFM nirvana I came across this post: http://www.gossamer-threads.com/lists/rt/users/70588#70588 Has anybody achieved this in RT 3.8.2/RTFM 2.4.1? Regards, Jim ___ 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] LDAP integration question
You'll want to look into the ExternalAuth extension for RT (http://wiki.bestpractical.com/view/ExternalAuth). It supports login via LDAP. - D -- Daniel Farst IT Support Coordinator College of Arts and Sciences Case Western Reserve University -- Thursday, March 19, 2009, 4:15:45 PM, you wrote: -- Greetings all, I'm only in the early analysis stage of trying to figure out if RT is a good fit for us. We currently use Trac for our ticketing system, which is workable, but not universally liked (being more of an appropriate solution for an ongoing open-source project than it is for a small college IT helpdesk). Anyhow, I have a test instance of RT+AssetTracker up and running on an old underpowered VM, but I'm definitely only scratching the surface (I have the _RT Essentials_ book but I haven't yet read it all the way through). My question is about how to leverage our LDAP directory in order to allow end-users to create tickets. We have a small enough staff that creating local RT users for our admin personnel is not a problem (I have no requirement to also sync this information from LDAP as it's easily manageable as an independent data silo (living within the RT database backend I presume)). But what is the canonical solution for allowing our users to login to the web interface (using their existing usernames/passwords which we already have set in LDAP (for their email accounts among other uses))? Do I want to be leveraging the HTTP-auth stuff from apache (I believe this is how we solve this issue with Trac currently), or is there a way to have RT directly query a specific PAM layer that's been configured correctly (to back against our LDAP) on the RT server? Or maybe there's a different way to accomplish what I want. I made it into the beginning of the chapter on scrips last night, so I have no doubt that (given more perl coding chops than I currently possess) there are definitely enough tools available to solve this problem, but it seemed worth asking for direction (as I can't imagine I'm the first person to want to do this). thanks so much in advance for any information, ~c ___ 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___ 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
