[rt-users] ___Aprovals documentation
Can somebody point me to it? The two wiki pages that I've found don't really seem authoritative: ManualApprovals and ApprovalCreation. I thought I saw an explanation of ___Approvals and how to configure it (them) somewhere, but I can't find it now. When do we get to buy a revised _RT Essentials_? David Smithson ___ 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] PNG JPG LOGO
Taking the suggestion off list from a helpful RT user and member of the
Frobozz Magic Apache Configuration Consortium, I reversed the order of
the Location blocks. Of course! This worked.
David Smithson
CLICK HERE FOR ONLINE SUPPORT
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of David
Smithson
Sent: Wednesday, August 16, 2006 2:30 PM
To: Todd Chapman
Cc: der Mouse; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] PNG JPG LOGO
Ok, this sh!t aint workin' for me. What the 'F' am I doing wrong?
Here's my Apache conf:
ServerName rtdev.activsupport.com
DocumentRoot /opt/rt3-dev/share/html
AddDefaultCharset UTF-8
ExpiresActive On
ExpiresByType text/css A3600
ExpiresByType image/png A3600
ExpiresByType application/x-javascript A3600
ExpiresByType image/gif A3600
PerlModule Apache::DBI
PerlOptions +Parent
PerlRequire /opt/rt3-dev/bin/webmux.pl
SetHandler default-handler
SetHandler perl-script
PerlHandler RT::Mason
David Smithson
CLICK HERE FOR ONLINE SUPPORT
-Original Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Wednesday, August 16, 2006 12:29 PM
To: David Smithson
Cc: Jesse Vincent; der Mouse; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO
That's because your small image has no strings that are trippin
Mason processing. If you fix your Apache config then large
images will work too.
Let's see your apache config.
-Todd
On Wed, Aug 16, 2006 at 12:19:54PM -0700, David Smithson wrote:
> Yes. Other (smaller) PNG images work. Not sure what the upper limit
is, but I reduce the size of the image down to 3k, it works.
>
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
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RE: [rt-users] PNG JPG LOGO
Ok, this sh!t aint workin' for me. What the 'F' am I doing wrong?
Here's my Apache conf:
ServerName rtdev.activsupport.com
DocumentRoot /opt/rt3-dev/share/html
AddDefaultCharset UTF-8
ExpiresActive On
ExpiresByType text/css A3600
ExpiresByType image/png A3600
ExpiresByType application/x-javascript A3600
ExpiresByType image/gif A3600
PerlModule Apache::DBI
PerlOptions +Parent
PerlRequire /opt/rt3-dev/bin/webmux.pl
SetHandler default-handler
SetHandler perl-script
PerlHandler RT::Mason
David Smithson
CLICK HERE FOR ONLINE SUPPORT
-Original Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Wednesday, August 16, 2006 12:29 PM
To: David Smithson
Cc: Jesse Vincent; der Mouse; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] PNG JPG LOGO
That's because your small image has no strings that are trippin
Mason processing. If you fix your Apache config then large
images will work too.
Let's see your apache config.
-Todd
On Wed, Aug 16, 2006 at 12:19:54PM -0700, David Smithson wrote:
> Yes. Other (smaller) PNG images work. Not sure what the upper limit
is, but I reduce the size of the image down to 3k, it works.
>
___
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] PNG JPG LOGO
Yes. Other (smaller) PNG images work. Not sure what the upper limit is, but I reduce the size of the image down to 3k, it works. -Original Message- From: "Jesse Vincent" <[EMAIL PROTECTED]> To: "David Smithson" <[EMAIL PROTECTED]> Cc: "Jesse Vincent" <[EMAIL PROTECTED]>; "Alan Clegg" <[EMAIL PROTECTED]>; "der Mouse" <[EMAIL PROTECTED]>; "rt-users@lists.bestpractical.com" Sent: 8/16/06 9:11 AM Subject: Re: [rt-users] PNG JPG LOGO On Wed, Aug 16, 2006 at 08:32:58AM -0700, David Smithson wrote: > 3.6.1, recently upgraded from 3.6.0, which was installed clean. Is there an autohandler in NoAuth/images? > David Smithson > ___ 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] PNG JPG LOGO
I knew I should have searched the wiki again. Thanks, Alan. This will work fine for me. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Alan Clegg [mailto:[EMAIL PROTECTED] Sent: Wednesday, August 16, 2006 5:13 AM To: David Smithson Cc: der Mouse; rt-users@lists.bestpractical.com Subject: Re: [rt-users] PNG JPG LOGO * Alan Clegg <[EMAIL PROTECTED]>: > Yes. I found an answer via google (and it was painful, as "mason" seems to > be linked with other things and not just web development). The following > gets rid of the mason handler to allow graphics to NOT be interpreted: > > AddDefaultCharset UTF-8 > SetHandler default-handler > > This allowed everything to work.. yeah, trying to find the danged reason that > the page was failing was a pain in the butt. It is also mentioned here: http://wiki.bestpractical.com/index.cgi?ApacheConfig AlanC -- | Alan Clegg, CISSP, IAM | Hosted Solutions, Inc. |+1-919-882-3039 ___ 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] PNG JPG LOGO
3.6.1, recently upgraded from 3.6.0, which was installed clean. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Wednesday, August 16, 2006 8:30 AM To: Alan Clegg Cc: David Smithson; der Mouse; rt-users@lists.bestpractical.com Subject: Re: [rt-users] PNG JPG LOGO On Wed, Aug 16, 2006 at 07:59:42AM -0400, Alan Clegg wrote: > * David Smithson <[EMAIL PROTECTED]>: > > > If I scopy the same image to another Apache server ( no Mason ), I can > > view the PNG through Apache. Why is Mason trying to interpret this PNG? > > *pulling hair out* *throwing stuff at cat* > > Yes. I found an answer via google (and it was painful, as "mason" seems to > be linked with other things and not just web development). The following > gets rid of the mason handler to allow graphics to NOT be interpreted: Can you tell us what version of RT you're working with? This is something that should have been fixed within the RT 3.4 series, but certainly in RT 3.6. Jesse > > > AddDefaultCharset UTF-8 > SetHandler default-handler > > > This allowed everything to work.. yeah, trying to find the danged reason that > the page was failing was a pain in the butt. > > AlanC > -- >| Alan Clegg, CISSP, IAM >| Hosted Solutions, Inc. >|+1-919-882-3039 > ___ > 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 > -- ___ 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] PNG JPG LOGO
I did some experimenting and found that the file size matters. I don't exactly know why yet. Maybe something to do with /NoAuth/images/autohandler. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: David Smithson Sent: Wednesday, August 16, 2006 12:31 AM To: David Smithson; der Mouse; rt-users@lists.bestpractical.com Subject: RE: [rt-users] PNG JPG LOGO If I scopy the same image to another Apache server ( no Mason ), I can view the PNG through Apache. Why is Mason trying to interpret this PNG? *pulling hair out* *throwing stuff at cat* David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Wednesday, August 16, 2006 12:05 AM To: der Mouse; rt-users@lists.bestpractical.com Subject: RE: [rt-users] PNG JPG LOGO If I grab something like http://rtdev.activsupport.com/NoAuth/images/css/dark-arrow.png it displays as expected. If I grab http://rtdev.activsupport.com/NoAuth/images/activlogo2006.png, I get a verbose error from Mason. It seems to be trying to execute the PNG. I also confirmed that it has nothing to do with the css/ path, as expected. Baffled. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of der Mouse Sent: Tuesday, August 15, 2006 11:49 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] PNG JPG LOGO > The media browser in Firefox's page info shows the type as: > text/html, when it should be image/png. Don't know if this is > interesting or not. My first reaction is that this means the webserver doesn't recognize the .png extension as indicating that it should be served as image/png, and it's defaulting to serving it as text/html instead. If you fetch it manually, with wget or curl or their ilk, does it come back as image/png, or text/html? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML [EMAIL PROTECTED] / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B ___ 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 ___ 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 ___ 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] PNG JPG LOGO
If I scopy the same image to another Apache server ( no Mason ), I can view the PNG through Apache. Why is Mason trying to interpret this PNG? *pulling hair out* *throwing stuff at cat* David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Wednesday, August 16, 2006 12:05 AM To: der Mouse; rt-users@lists.bestpractical.com Subject: RE: [rt-users] PNG JPG LOGO If I grab something like http://rtdev.activsupport.com/NoAuth/images/css/dark-arrow.png it displays as expected. If I grab http://rtdev.activsupport.com/NoAuth/images/activlogo2006.png, I get a verbose error from Mason. It seems to be trying to execute the PNG. I also confirmed that it has nothing to do with the css/ path, as expected. Baffled. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of der Mouse Sent: Tuesday, August 15, 2006 11:49 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] PNG JPG LOGO > The media browser in Firefox's page info shows the type as: > text/html, when it should be image/png. Don't know if this is > interesting or not. My first reaction is that this means the webserver doesn't recognize the .png extension as indicating that it should be served as image/png, and it's defaulting to serving it as text/html instead. If you fetch it manually, with wget or curl or their ilk, does it come back as image/png, or text/html? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML [EMAIL PROTECTED] / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B ___ 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 ___ 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 ___ 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] PNG JPG LOGO
If I grab something like http://rtdev.activsupport.com/NoAuth/images/css/dark-arrow.png it displays as expected. If I grab http://rtdev.activsupport.com/NoAuth/images/activlogo2006.png, I get a verbose error from Mason. It seems to be trying to execute the PNG. I also confirmed that it has nothing to do with the css/ path, as expected. Baffled. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of der Mouse Sent: Tuesday, August 15, 2006 11:49 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] PNG JPG LOGO > The media browser in Firefox's page info shows the type as: > text/html, when it should be image/png. Don't know if this is > interesting or not. My first reaction is that this means the webserver doesn't recognize the .png extension as indicating that it should be served as image/png, and it's defaulting to serving it as text/html instead. If you fetch it manually, with wget or curl or their ilk, does it come back as image/png, or text/html? /~\ The ASCII der Mouse \ / Ribbon Campaign X Against HTML [EMAIL PROTECTED] / \ Email! 7D C8 61 52 5D E7 2D 39 4E F1 31 3E E8 B3 27 4B ___ 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 ___ 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] PNG JPG LOGO
The media browser in Firefox's page info shows the type as: text/html, when it should be image/png. Don't know if this is interesting or not. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message----- From: David Smithson Sent: Tuesday, August 15, 2006 11:12 PM To: David Smithson; Todd Chapman Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] PNG JPG LOGO Apache error_log doesn't complain, access_log shows that the file is being accessed: "GET /NoAuth/images/activlogo2006.png HTTP/1.1". David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Tuesday, August 15, 2006 11:01 PM To: Todd Chapman Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] PNG JPG LOGO Full path is /opt/rt3-dev/share/html/NoAuth/images/activlogo2006.png. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Tuesday, August 15, 2006 11:04 PM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] PNG JPG LOGO Where are you putting it? On Tue, Aug 15, 2006 at 10:43:05PM -0700, David Smithson wrote: > Is there some limitation somewhere that is causing RT to not display a > logo that is either JPEG or PNG? If I save the same image as GIF, it > renders in the browser. This is so odd to me. > > David Smithson > > ActivSupport, Inc. > Your Flexible IT Partner > Microsoft Gold Partner -- Small Business Specialist > http://www.activsupport.com > Director of Technical Services > Direct: (415) 869 2991 > > Technical Support Hotline: (415) 979 9285 > CLICK HERE FOR ONLINE SUPPORT > > ___ > 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 ___ 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 ___ 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] PNG JPG LOGO
Apache error_log doesn't complain, access_log shows that the file is being accessed: "GET /NoAuth/images/activlogo2006.png HTTP/1.1". David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Tuesday, August 15, 2006 11:01 PM To: Todd Chapman Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] PNG JPG LOGO Full path is /opt/rt3-dev/share/html/NoAuth/images/activlogo2006.png. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Tuesday, August 15, 2006 11:04 PM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] PNG JPG LOGO Where are you putting it? On Tue, Aug 15, 2006 at 10:43:05PM -0700, David Smithson wrote: > Is there some limitation somewhere that is causing RT to not display a > logo that is either JPEG or PNG? If I save the same image as GIF, it > renders in the browser. This is so odd to me. > > David Smithson > > ActivSupport, Inc. > Your Flexible IT Partner > Microsoft Gold Partner -- Small Business Specialist > http://www.activsupport.com > Director of Technical Services > Direct: (415) 869 2991 > > Technical Support Hotline: (415) 979 9285 > CLICK HERE FOR ONLINE SUPPORT > > ___ > 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 ___ 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 ___ 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] PNG JPG LOGO
Full path is /opt/rt3-dev/share/html/NoAuth/images/activlogo2006.png. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Tuesday, August 15, 2006 11:04 PM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] PNG JPG LOGO Where are you putting it? On Tue, Aug 15, 2006 at 10:43:05PM -0700, David Smithson wrote: > Is there some limitation somewhere that is causing RT to not display a > logo that is either JPEG or PNG? If I save the same image as GIF, it > renders in the browser. This is so odd to me. > > David Smithson > > ActivSupport, Inc. > Your Flexible IT Partner > Microsoft Gold Partner -- Small Business Specialist > http://www.activsupport.com > Director of Technical Services > Direct: (415) 869 2991 > > Technical Support Hotline: (415) 979 9285 > CLICK HERE FOR ONLINE SUPPORT > > ___ > 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 ___ 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] PNG JPG LOGO
Source looks like this: http://rtdev.activsupport.com";> That file definitely exists and is readable. I'm missing something simple. Mind degenerating quickly. That potion of Enlightenment is around here somewhere. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Tuesday, August 15, 2006 10:43 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] PNG JPG LOGO Is there some limitation somewhere that is causing RT to not display a logo that is either JPEG or PNG? If I save the same image as GIF, it renders in the browser. This is so odd to me. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 ___ 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] PNG JPG LOGO
Is there some limitation somewhere that is causing RT to not display a logo that is either JPEG or PNG? If I save the same image as GIF, it renders in the browser. This is so odd to me. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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::Queue-Role Owner
Perhaps the nomenclature is confusing me. Is the RT::Queue-Role called Owner referring to the Ticket owner? Feh, ACLs are driving me insane at the moment. Countless variations are being tested. *Rubbing temples* Need refreshment. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Tuesday, August 15, 2006 8:09 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT::Queue-Role Owner Can somebody explain which right gives a user ownership of a queue? I understand how to specify the rights for the Owner role, but it isn't clear which group or user right makes someone a Queue owner. Is the 'AdminQueue' right? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 ___ 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] RT::Queue-Role Owner
Can somebody explain which right gives a user ownership of a queue? I understand how to specify the rights for the Owner role, but it isn't clear which group or user right makes someone a Queue owner. Is the 'AdminQueue' right? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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] SendmailWithoutQueueAliases
Correction, I do get non-deliveries from RT: temporary failure - RT couldn't find the queue: asdf David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Monday, August 14, 2006 11:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] SendmailWithoutQueueAliases This page suggested to me ( at first ) in the 'BUGS' section that RT would notify the requestor in the case where a queue didn't exist, but I don't think that's true: http://wiki.bestpractical.com/index.cgi?SendmailWithoutQueueAliases. I assume there is no way to notify requestors that the queue they are trying to send to doesn't exist. Maybe rt-mailgate can handle this in some way. Is rt-mailgate *supposed* to handle this? It doesn't in my setup. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 ___ 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] SendmailWithoutQueueAliases
This page suggested to me ( at first ) in the 'BUGS' section that RT would notify the requestor in the case where a queue didn't exist, but I don't think that's true: http://wiki.bestpractical.com/index.cgi?SendmailWithoutQueueAliases. I assume there is no way to notify requestors that the queue they are trying to send to doesn't exist. Maybe rt-mailgate can handle this in some way. Is rt-mailgate *supposed* to handle this? It doesn't in my setup. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 as customer facing ticketing system.
Hi. We're currently implementing RT in this way for our customers. In our model, each customer has their own queue, so that we can manage permissions in such a way that will allow AdminCC customers to do a minimal amount of queue management without having the ability to see other queues. Each customer( company ) has designated AdminCC personnel who can see all tickets in their queue. The rest of the end users at the customer company can create tickets in the queue and track progress on their tickets via the web interface. So far, I have not come up with a perfect group rights model for the customer AdminCCs. The end user part works fine, because they seem to use the SelfService module. We haven't released this to our customers yet, but plan to have all the bugs worked out for a release end of this month. At that point, I should be able to send you a list of group rights that work for this model. We are an IT services and consulting group, and so far, I see no reason why RT won't work for us and our model which tends to be strong on the customer visibility side. We are migrating from an old proprietary system, born in the dot com era. At this point, we've imported about 10,000 tickets, 13,000 transactions ( as attachments of type Comment ), 700 users, and a few hundred customers. We expect that our rate of ticket creation and number of tickets per month will increase due to the existence of RT alone. I'm babbling now. Time to put the keyboard away. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sudhir Damle Sent: Thursday, August 10, 2006 8:38 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT as customer facing ticketing system. Hi All, We need to install customer facing ticketing system so that customers can create / check status / comment on the ticket using web interface. Once ticket is created our admins will work to resolve it. Checking if anybody has implemented RT in above fashion. Thanks for any inputs, suggestions, thoughts, Sudhir Damle ___ 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 ___ 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] 3.6.1 search bug?
I wonder if you might glean some truth by enabling debug output in Elements/Footer: <%ARGS> $Debug => 2 <- changed from 0 $Menu => 1 Just a thought. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mathew Snyder Sent: Thursday, August 10, 2006 6:05 PM To: Gary Hall Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] 3.6.1 search bug? Gary Hall wrote: > I'm running RT-3.6.1. > > If I "Add" a search criterion using the drop down box whose > default is "Requestor EmailAddress" and then "Add and Search" > with a second criterion, the process fails with a message > "Unknown Field: Requestor.EmailAddress" (or whatever field > was selected from the drop-down box). > > If I "Add and Search" with a "Requestor EmailAddress" criterion > alone, no error occurs and I get results. > > If I "Add" a different criteron, (e.g., "Created Before") and > then Add and Search with "Requestor EmailAddress" (or any other > choice from that drop-down list), no error occurs and I get results. > > Anyone else see this behaviour? CORRECTION: I did it wrong. I fixed my process and made sure it matched the same steps you took when you got the error. I am also getting this error. Mathew Snyder ___ 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 ___ 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] removing reminders
Edit the RT at a glance thing: from the front page, click the 'Edit' link at the left end of the RT at a glance header. Then just remove the module from the summary section. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gary Hall Sent: Thursday, August 10, 2006 12:45 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] removing reminders RT-3.6.x has a Reminders section on the Home page for privileged users. I can see how to add a reminder (via the Reminders section on a Ticket page). How does one remove them from the Home page? -- Gary Hall [EMAIL PROTECTED] | Voice (604) 291-5925 Faculty of Applied Sciences | Fax (604) 291-5404 Simon Fraser University | Burnaby, B.C. V5A 1S6 | ___ 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 ___ 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] simple search feature not working as advertised
Hi. I can tell you that the spaces do matter. I’ve created all of my queues without spaces, using underscores where appropriate. I guess that’s my workaround. David Smithson - ActivSupport ONLINE SUPPORT - 415-979-9285 From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Matt Nichols Sent: Thursday, August 10, 2006 6:00 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] simple search feature not working as advertised Hello, The only thing I can seem to successfully search for using the simple search (search box/button on top right hand of at a glance screen) is a valid ticket number. I read on the Wiki that this is one of 3 things it’s supposed to search for. The two are search for tickets by queue name and search for text in the subject of existing tickets. I’ve tried searches with all of our queue names (they have spaces in the names if that matters) and also text from the subject of tickets which I know exist, neither work. Any ideas? RT 3.4.4.1 / PostgreSQL / Apahche 2.x w/FastCGI. No errors relating to searching that I can find in my debug level rt.log or in the apache logs. Thanks. ___ 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] html in auto replies
Another question, bound to yield no response, but here goes anyway: Does anybody else have use for HTML in auto-replies or is this a text-only crowd? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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] Shredder Search.html not found
I suppose you've updated the repository and I can just download and install again? I'm getting the source from http://search.cpan.org/dist/RTx-Shredder. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Ruslan Zakirov [mailto:[EMAIL PROTECTED] Sent: Tuesday, August 08, 2006 11:46 PM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Shredder Search.html not found "Expected", I forgot to write that file :) On 8/9/06, David Smithson <[EMAIL PROTECTED]> wrote: > Is this expected or is my install wrong?: > > /Admin/Tools/Shredder/Search.html was not found on this server > > RT 3.6.1rc2 > > David Smithson > > ActivSupport, Inc. > Your Flexible IT Partner > Microsoft Gold Partner -- Small Business Specialist > http://www.activsupport.com > Director of Technical Services > Direct: (415) 869 2991 > > Technical Support Hotline: (415) 979 9285 > CLICK HERE FOR ONLINE SUPPORT > > ___ > 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 > -- Best regards, Ruslan. ___ 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] Shredder Search.html not found
Is this expected or is my install wrong?: /Admin/Tools/Shredder/Search.html was not found on this server RT 3.6.1rc2 David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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] custom link in ticket display
Hi all. I've found that there is no facility for adding custom URLs to the ticket display ( sort of a custom field without requiring human input ). Is it necessary for me to modify the Mason Display components in order to realize this functionality? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 Wiki being overrun
Has anyone ever discussed an RTFM->wiki (twiki or other) integration? ___ 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] can't search on status=deleted
I suppose it doesn't matter. I've found and made use of RTx-Shredder, which finds Tickets with status='deleted'. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Tuesday, August 01, 2006 11:09 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] can't search on status=deleted Is this by design in 3.6.1rc2? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 ___ 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] can't search on status=deleted
Is this by design in 3.6.1rc2? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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] Permissions Problem
Now, I don't really need Everyone to have the See Queue right, so if I assign that right to Sales, all users in the Sales group can see the queue. I guess I'm curious as to why the Everyone rights aren't inherited here by users who are members of the Everyone group in this case. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Tuesday, August 01, 2006 2:38 PM To: RT-List Users Subject: [rt-users] Permissions Problem Hi all. I have a queue called Sales with the following group rights: Everyone: CreateTicket ReplyToTicket SeeQueue Sales: ModifyTicket OwnTicket ReplyToTicket ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc However, users in the Sales *and* Everyone groups still can't see the queue. What am I missing? David Smithson -- ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Permissions Problem
Hi all. I have a queue called Sales with the following group rights: Everyone: CreateTicket ReplyToTicket SeeQueue Sales: ModifyTicket OwnTicket ReplyToTicket ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket Watch WatchAsAdminCc However, users in the Sales *and* Everyone groups still can't see the queue. What am I missing? David Smithson -- ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] CustomField: Select One ?Category?
Ah! Of course. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Todd Chapman [mailto:[EMAIL PROTECTED] Sent: Tuesday, August 01, 2006 5:29 AM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] CustomField: Select One ?Category? It makes it possible to do a crude two level, cascaded select. The category is the first level. Try making some values with the same catecory to see what I mean. On Mon, Jul 31, 2006 at 10:49:05PM -0700, David Smithson wrote: > Hi all. What is "Category" in the Values list for selects? What are > the effects of setting this to something? > > Sort: > > Name: > > Description: > > Category: > > > David Smithson > > ActivSupport, Inc. > Your Flexible IT Partner > Microsoft Gold Partner -- Small Business Specialist > http://www.activsupport.com > Director of Technical Services > Direct: (415) 869 2991 > > Technical Support Hotline: (415) 979 9285 > CLICK HERE FOR ONLINE SUPPORT > > ___ > 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 > > > We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] CustomField: Select One ?Category?
Hi all. What is "Category" in the Values list for selects? What are the effects of setting this to something? Sort: Name: Description: Category: David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Searching by CurrentUser with QueryBuilder
Yeah, that did the trick. Thanks Todd.
mkdir local/lib/RT
cp lib/RT/Tickets_Overlay.pm local/lib/RT/
vim +827 local/lib/RT/Tickets_Overlay.pm
David Smithson
CLICK HERE FOR ONLINE SUPPORT
-Original Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Monday, July 31, 2006 8:52 PM
To: David Smithson
Cc: Drew Taylor; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder
In RT::Tickets::_WatcherLimit, try changing:
$o->Load($value);
to:
$o->Load( $value =~ /__CurrentUser__/ ?
$self->CurrentUser->UserObj->Name : $value );
(that's in lib/RT/Tickets_Ovelay.pm)
-Todd
On Mon, Jul 31, 2006 at 08:37:50PM -0700, David Smithson wrote:
> And I was just about to say that I only found the regexp in
ShowSearch:
>
> $SearchArg->{'Query'} =~
> s/__CurrentUser__/$session{'CurrentUser'}->Id/ge;
>
> I confirmed that you are right. The saved search *does* work from the
> ataglance page.
>
> I was actually trying to do some customization of the Quicksearch
doodad
> which resulted in lots of trying and nothing doing -- if that makes
any
> sense. Clearly I have to put some thought into the context before I
go
> mucking about. So, in /Elements/Quicksearch under local, I have this:
>
>
> <&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
>titleright => loc("Edit"), titleright_href =>
> $RT::WebPath.'/Prefs/Quicksearch.html' &>
> <& /Elements/QueueSummary,
>cache => 'quick_search_queues',
>queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
> !exists $unwanted->{$_->Name} },
>conditions => [ {cond => "Status = 'new'", name => loc ('new') },
>{cond => "Status = 'open'", name => loc ('open') },
>{cond => "Status = 'stalled'", name => loc
> ('stalled') },
>{cond => "Status = 'resolved'", name => loc
> ('resolved') },
>{cond => "Owner = '__CurrentUser__'", name => loc
> ('mine') } ] &>
>
>
> <%INIT>
> my $unwanted =
> $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
>
>
> Hah! If only it were that simple.
>
> David Smithson
>
>
> CLICK HERE FOR ONLINE SUPPORT
>
> -Original Message-
> From: Todd Chapman [mailto:[EMAIL PROTECTED]
> Sent: Monday, July 31, 2006 8:30 PM
> To: David Smithson
> Cc: Drew Taylor; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder
>
> I think the problem is that the replacement of __CurrentUser__
> with the user id is done in /Elements/ShowSearch. That is
> only used for showing searches on the RT homepage. The link
> at the top of the search is to the query builder with the
> value replaced. Loading it from saved searches isn't going to
> work.
>
> It would be better if the replacement was done in the
> TicketSQL parser.
>
> -Todd
>
> On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote:
> > Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't
> > figure this one out. It's pretty simple it seems, but
__CurrentUser__
> > isn't getting replaced in the query:
> >
> > Queue = 'General' AND Owner = '__CurrentUser__'
> >
> > What am I missing?
> >
> > David Smithson
> >
> >
___
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
We're hiring! Come hack Perl for Best Practical:
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RE: [rt-users] Searching by CurrentUser with QueryBuilder
And I was just about to say that I only found the regexp in ShowSearch:
$SearchArg->{'Query'} =~
s/__CurrentUser__/$session{'CurrentUser'}->Id/ge;
I confirmed that you are right. The saved search *does* work from the
ataglance page.
I was actually trying to do some customization of the Quicksearch doodad
which resulted in lots of trying and nothing doing -- if that makes any
sense. Clearly I have to put some thought into the context before I go
mucking about. So, in /Elements/Quicksearch under local, I have this:
<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
titleright => loc("Edit"), titleright_href =>
$RT::WebPath.'/Prefs/Quicksearch.html' &>
<& /Elements/QueueSummary,
cache => 'quick_search_queues',
queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
!exists $unwanted->{$_->Name} },
conditions => [ {cond => "Status = 'new'", name => loc ('new') },
{cond => "Status = 'open'", name => loc ('open') },
{cond => "Status = 'stalled'", name => loc
('stalled') },
{cond => "Status = 'resolved'", name => loc
('resolved') },
{cond => "Owner = '__CurrentUser__'", name => loc
('mine') } ] &>
<%INIT>
my $unwanted =
$session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});
Hah! If only it were that simple.
David Smithson
CLICK HERE FOR ONLINE SUPPORT
-Original Message-
From: Todd Chapman [mailto:[EMAIL PROTECTED]
Sent: Monday, July 31, 2006 8:30 PM
To: David Smithson
Cc: Drew Taylor; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Searching by CurrentUser with QueryBuilder
I think the problem is that the replacement of __CurrentUser__
with the user id is done in /Elements/ShowSearch. That is
only used for showing searches on the RT homepage. The link
at the top of the search is to the query builder with the
value replaced. Loading it from saved searches isn't going to
work.
It would be better if the replacement was done in the
TicketSQL parser.
-Todd
On Mon, Jul 31, 2006 at 08:17:03PM -0700, David Smithson wrote:
> Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't
> figure this one out. It's pretty simple it seems, but __CurrentUser__
> isn't getting replaced in the query:
>
> Queue = 'General' AND Owner = '__CurrentUser__'
>
> What am I missing?
>
> David Smithson
>
>
___
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
We're hiring! Come hack Perl for Best Practical:
http://bestpractical.com/about/jobs.html
RE: [rt-users] Searching by CurrentUser with QueryBuilder
Hey, why isn't "Owner = '__CurrentUser__'" working for me? I can't figure this one out. It's pretty simple it seems, but __CurrentUser__ isn't getting replaced in the query: Queue = 'General' AND Owner = '__CurrentUser__' What am I missing? David Smithson ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Told
There's a datetime field in the Tickets table called 'Told'. What does it mean? I don't find a description of this documented anywhere. I know that it is set by clicking 'Last Contact' on the Ticket page, but it isn't clear to me what the purpose of this field is. Can somebody explain? Thanks! David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] MASON_SESSION_PATH - Win32
Having never installed RT on Windows, I can only guess that the Apache installer creates an Apache user account for the Apache service and that this account must have r/w access to particular directories in the filesystem ( at least that's what the feedback you get seems to indicate ). Have you checked that the MASON_SESSION_PATH is writable by the Apache process? David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Murali Manohara [mailto:[EMAIL PROTECTED] Sent: Friday, July 28, 2006 11:32 PM To: David Smithson; rt-users@lists.bestpractical.com Subject: Re: [rt-users] MASON_SESSION_PATH - Win32 Hi David, Thanks for the reply. But it still am getting the same reply. I think i need to change the settings in the siteconfig.pm but i do not know how to do the same. Regards, Murali On 7/29/06, David Smithson <[EMAIL PROTECTED]> wrote: > Just an educated guess that might lead you on the right path: if the > variable inside @.@ is an environment variable ( I know little about > Mason ), then you'd set this variable under My > Computer->Properties->Advanced->Environment Variables->System variables. > Now, my other guess is that your Apache service is running under a user > account called 'Apache' or something and that this user doesn't > currently have write access to the path defined in the mentioned ENV > variable. Feh. I could be wrong, but hey, it couldn't hurt to follow > my logic. > > David Smithson > > > CLICK HERE FOR ONLINE SUPPORT > > -Original Message- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf Of Murali > Manohara > Sent: Friday, July 28, 2006 11:04 PM > To: rt-users@lists.bestpractical.com > Subject: [rt-users] MASON_SESSION_PATH - Win32 > > Dear All, > > I am trying to install RT on Win32. Whenever I try to access the RT i > get this error log in apache as "Can't read and write > @MASON_SESSION_PATH@". Please loet me know as to where am i supposed > to set the value for the MASON_SESSION_PATH. > > Details: > Win 2000 > Apace 1.3 > MySQL 4.0.14 > FCGI > RT 3.0.12 > > Thanks in advance. > > Regards, > Murali > ___ > 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 > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] MASON_SESSION_PATH - Win32
Just an educated guess that might lead you on the right path: if the variable inside @.@ is an environment variable ( I know little about Mason ), then you'd set this variable under My Computer->Properties->Advanced->Environment Variables->System variables. Now, my other guess is that your Apache service is running under a user account called 'Apache' or something and that this user doesn't currently have write access to the path defined in the mentioned ENV variable. Feh. I could be wrong, but hey, it couldn't hurt to follow my logic. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Murali Manohara Sent: Friday, July 28, 2006 11:04 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] MASON_SESSION_PATH - Win32 Dear All, I am trying to install RT on Win32. Whenever I try to access the RT i get this error log in apache as "Can't read and write @MASON_SESSION_PATH@". Please loet me know as to where am i supposed to set the value for the MASON_SESSION_PATH. Details: Win 2000 Apace 1.3 MySQL 4.0.14 FCGI RT 3.0.12 Thanks in advance. Regards, Murali ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RE: simple search usage
I should add that my "solution" was to re-import the queues and squash the whitespace with regex. In fact, I decided to grab the queue names from the customer domain names, rather than the human-friendly names, which may not be relevant to your situation, but worth mentioning anyhow. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Friday, July 28, 2006 9:17 PM To: Dario Luis Coneglian Oliveros Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RE: simple search usage Hi Dario. Do your queue names have spaces in the names? The queues I have were imported from another database, including the spaces in the names. I've found that I can't use simple search to search for tickets in queues that have spaces in the names. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Dario Luis Coneglian Oliveros [mailto:[EMAIL PROTECTED] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. Dário David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson > > >CLICK HERE FOR ONLINE SUPPORT > >-Original Message- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users@lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > > >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. > > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson > >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 > >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >___ >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 > > >We're hiring! Come hack Perl for Best Practical: >http://bestpractical.com/about/jobs.html > > ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RE: simple search usage
Hi Dario. Do your queue names have spaces in the names? The queues I have were imported from another database, including the spaces in the names. I've found that I can't use simple search to search for tickets in queues that have spaces in the names. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Dario Luis Coneglian Oliveros [mailto:[EMAIL PROTECTED] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. Dário David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson > > >CLICK HERE FOR ONLINE SUPPORT > >-----Original Message- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users@lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > > >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. > > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson > >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 > >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >___ >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 > > >We're hiring! Come hack Perl for Best Practical: >http://bestpractical.com/about/jobs.html > > ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RE: simple search usage
No, that wasn't the problem. I was wrong. Not related at all, I don't think. I have discovered that only privileged users are searched in the simple search ( at least I think have discovered this ). I just need to figure out where to change this behavior, I guess. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message----- From: David Smithson Sent: Friday, July 28, 2006 10:31 AM To: 'Dario Luis Coneglian Oliveros' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] RE: simple search usage Bizarro, but I was able to solve the "problem". I tailed /var/log/httpd/error_log while running a smiple search by username: Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485] [/opt/rt3/share/html/Elements/QueueSummary:61] [/opt/rt3/share/html/Elements/Quicksearch:52] [/opt/rt3/share/html/Widgets/TitleBox:49] [/opt/rt3/share/html/Elements/Quicksearch:55] [/opt/rt3/share/html/Elements/MyRT:87] [/opt/rt3/share/html/Elements/MyRT:61] [/opt/rt3/share/html/index.html:79] [/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487) [Fri Jul 28 17:25:43 2006] [error]: Query error in <>: Error near ->s<- expecting a CLOSE_PAREN in Queue = 'DeHart's Printing Services' AND Status = 'stalled' I fixed the dumb Queue name by removing the apostrophe ( these queue names were imported from another system ). Ran tail again and simple search by username: Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485] [/opt/rt3/share/html/Elements/QueueSummary:61] [/opt/rt3/share/html/Elements/Quicksearch:52] [/opt/rt3/share/html/Widgets/TitleBox:49] [/opt/rt3/share/html/Elements/Quicksearch:55] [/opt/rt3/share/html/Elements/MyRT:87] [/opt/rt3/share/html/Elements/MyRT:61] [/opt/rt3/share/html/index.html:79] [/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487) Problem is gone now. Simple search seems to work now with whatever I throw at it. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Dario Luis Coneglian Oliveros [mailto:[EMAIL PROTECTED] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. Dário David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson >____ > >CLICK HERE FOR ONLINE SUPPORT > >-Original Message- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users@lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > > >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. > > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson > >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 > >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >___ >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 > > >We're hiring! Come hack Perl for Best Practical: >http://bestpractical.com/about/jobs.html > > ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] RE: simple search usage
Bizarro, but I was able to solve the "problem". I tailed /var/log/httpd/error_log while running a smiple search by username: Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485] [/opt/rt3/share/html/Elements/QueueSummary:61] [/opt/rt3/share/html/Elements/Quicksearch:52] [/opt/rt3/share/html/Widgets/TitleBox:49] [/opt/rt3/share/html/Elements/Quicksearch:55] [/opt/rt3/share/html/Elements/MyRT:87] [/opt/rt3/share/html/Elements/MyRT:61] [/opt/rt3/share/html/index.html:79] [/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487) [Fri Jul 28 17:25:43 2006] [error]: Query error in <>: Error near ->s<- expecting a CLOSE_PAREN in Queue = 'DeHart's Printing Services' AND Status = 'stalled' I fixed the dumb Queue name by removing the apostrophe ( these queue names were imported from another system ). Ran tail again and simple search by username: Stack: [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:240] [/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:485] [/opt/rt3/share/html/Elements/QueueSummary:61] [/opt/rt3/share/html/Elements/Quicksearch:52] [/opt/rt3/share/html/Widgets/TitleBox:49] [/opt/rt3/share/html/Elements/Quicksearch:55] [/opt/rt3/share/html/Elements/MyRT:87] [/opt/rt3/share/html/Elements/MyRT:61] [/opt/rt3/share/html/index.html:79] [/opt/rt3/share/html/autohandler:279] (/opt/rt3/lib/RT/Tickets_Overlay_SQL.pm:487) Problem is gone now. Simple search seems to work now with whatever I throw at it. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: Dario Luis Coneglian Oliveros [mailto:[EMAIL PROTECTED] Sent: Friday, July 28, 2006 10:04 AM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RE: simple search usage Simple search works for me, except for queue names. Weird !?! I tried ticket id, email address and had no problem at all. Dário David Smithson wrote: >Correction, search by queue name works, but nothing else. Anyone else >have this problem? > >David Smithson > > >CLICK HERE FOR ONLINE SUPPORT > >-Original Message- >From: David Smithson >Sent: Friday, July 28, 2006 9:47 AM >To: rt-users@lists.bestpractical.com >Subject: simple search usage > >Hi all. > >The text from the Simple Search says this: > > >Search for tickets. Enter id numbers, queues by name, Owners by username >and Requestors by email address. RT will look for anything else you >enter in ticket bodies and attachments. > >Searching the full text of every ticket can take a long time, but if you >need to do it, you can search for any word in full ticket history for >any word by typing fulltext:word. > >RT will look for anything else you enter in ticket subjects. > > >I'm running 3.6.0, MySQL, FC5, etc. > >The *only* thing that the simple search will do in my instance of RT is >parse the subject. If I prefix with fulltext:, it parses Attachments. >None of the other fields that it claims to search are being searched ( >username, email address, queues ). Has anybody else seen this? > >David Smithson > >ActivSupport, Inc. >Your Flexible IT Partner >Microsoft Gold Partner -- Small Business Specialist >http://www.activsupport.com >Director of Technical Services >Direct: (415) 869 2991 > >Technical Support Hotline: (415) 979 9285 >CLICK HERE FOR ONLINE SUPPORT > >___ >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 > > >We're hiring! Come hack Perl for Best Practical: >http://bestpractical.com/about/jobs.html > > ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] RE: simple search usage
Correction, search by queue name works, but nothing else. Anyone else have this problem? David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: David Smithson Sent: Friday, July 28, 2006 9:47 AM To: rt-users@lists.bestpractical.com Subject: simple search usage Hi all. The text from the Simple Search says this: Search for tickets. Enter id numbers, queues by name, Owners by username and Requestors by email address. RT will look for anything else you enter in ticket bodies and attachments. Searching the full text of every ticket can take a long time, but if you need to do it, you can search for any word in full ticket history for any word by typing fulltext:word. RT will look for anything else you enter in ticket subjects. I'm running 3.6.0, MySQL, FC5, etc. The *only* thing that the simple search will do in my instance of RT is parse the subject. If I prefix with fulltext:, it parses Attachments. None of the other fields that it claims to search are being searched ( username, email address, queues ). Has anybody else seen this? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] simple search usage
Hi all. The text from the Simple Search says this: Search for tickets. Enter id numbers, queues by name, Owners by username and Requestors by email address. RT will look for anything else you enter in ticket bodies and attachments. Searching the full text of every ticket can take a long time, but if you need to do it, you can search for any word in full ticket history for any word by typing fulltext:word. RT will look for anything else you enter in ticket subjects. I'm running 3.6.0, MySQL, FC5, etc. The *only* thing that the simple search will do in my instance of RT is parse the subject. If I prefix with fulltext:, it parses Attachments. None of the other fields that it claims to search are being searched ( username, email address, queues ). Has anybody else seen this? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Porting Data
ysql_pass);
# CSV prep
my $csv_dbh = DBI->connect(qq{DBI:CSV:csv_sep_char=\,});
$csv_dbh->{'csv_tables'}->{'clients'} = { 'file' =>
'/dump/final/client.csv'};
# $inactive = $csv_dbh->prepare("SELECT * FROM clients where
InActiveYesNo=1");
my $active = $csv_dbh->prepare("SELECT id_Client,Name,InActiveYesNo FROM
clients");
# $inactive->execute() or die "Cannot execute: " . $sth->errstr();
$active->execute() or die "Cannot execute: " . $active->errstr();
# open (CSV, "/dump/client.csv");
my $sth = $dbh->prepare("INSERT INTO Queues
(id,Name,CorrespondAddress,CommentAddress,InitialPriority,FinalPriority,
DefaultDueIn,Disabled) VALUES (?,?,?,?,?,?,?,?)");
while(my $row = $active->fetchrow_hashref) {
# my
($id,$idownercompany,$name,$phone,$www,$email,$additionaldomainnames,$no
tes,$ownercompanyyesno,$defaultuserinterfaceyesno,$iddefaultengineer,$in
activeyesno) = split /,/;
my $name = $row->{'Name'};
$name =~ s/,Inc\.|,|Inc|Inc\.//g;
$name =~ s/\./ /g;
$name =~ s/\(.*\)//g;
$name =~ s/z-//g;
my $address = $name;
$address =~ s/\s+//g;
$sth->execute($row->{'id_Client'},$name,"[EMAIL PROTECTED]",
"[EMAIL PROTECTED]",'1','100','1',$row->{'InActiveYe
sNo'});
}
$active->finish();
$csv_dbh->disconnect();
$sth->finish();
$dbh->disconnect();
And finally, this one imports the tickets.
#!/usr/bin/perl -w
use DBI;
use strict;
# MySQL config
my $mysql_host='localhost';
my $mysql_user='rt_user';
my $mysql_pass='rt_pass';
my $mysql_data='rt3';
#MySQL connect
my $mysql_dsn =
"DBI:mysql:database=$mysql_data;host=$mysql_host;port=3306";
my $dbh = DBI->connect($mysql_dsn, $mysql_user, $mysql_pass);
# CSV prep
my $csv_dbh = DBI->connect(qq{DBI:CSV:csv_sep_char=\,});
$csv_dbh->{'csv_tables'}->{'task'} = { 'file' =>
'/dump/final/Task.csv'};
$csv_dbh->{'csv_tables'}->{'report'} = { 'file' =>
'/dump/final/report.csv'};
my $task = $csv_dbh->prepare("SELECT * FROM task");
my $report = $csv_dbh->prepare("SELECT
id_Report,id_Client,id_User,TotalTime,ReportTime,ReportDate,ArrivalTime,
DepartureTime,InternalNotes FROM report");
$task->execute() or die "Cannot execute: " . $task->errstr();
$report->execute() or die "Cannot execute: " . $report->errstr();
my $sth_tickets = $dbh->prepare("INSERT INTO Tickets
(id,EffectiveId,Queue,Type,IssueStatement,Resolution,Owner,Subject,Initi
alPriority,FinalPriority,Priority,TimeEstimated,TimeWorked,Status,TimeLe
ft,Creator,Started,Created,Due,Resolved,LastUpdatedBy,LastUpdated,Disabl
ed) VALUES (?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?)");
my $sth_transactions = $dbh->prepare("INSERT INTO Transactions
(id,ObjectType,ObjectId,TimeTaken,Type,Creator,Created) VALUES
(?,?,?,?,?,?,?)");
my $sth_attachments = $dbh->prepare("INSERT INTO Attachments
(TransactionId,Parent,ContentType,ContentEncoding,Content,Creator,Create
d) VALUES (?,?,?,?,?,?,?)");
while(my $row = $report->fetchrow_hashref) {
print "$row->{'id_Report'}\n";
my @time_started = $dbh->selectrow_array("SELECT
CONVERT_TZ('$row->{'ReportDate'}
$row->{'ArrivalTime'}','America/Los_Angeles','GMT')");
my @time_created = $dbh->selectrow_array("SELECT
CONVERT_TZ('$row->{'ReportTime'}','America/Los_Angeles','GMT')");
my @time_resolved = $dbh->selectrow_array("SELECT
CONVERT_TZ('$row->{'ReportDate'}
$row->{'DepartureTime'}','America/Los_Angeles','GMT')");
my $total_time = int($row->{'TotalTime'})*60;
$sth_tickets->execute($row->{'id_Report'},$row->{'id_Report'},$row->{'id
_Client'},'ticket','0','0',$row->{'id_User'},"ND Report #
$row->{'id_Report'}",'1','100','100',$total_time,$total_time,'resolved',
'0',$row->{'id_User'},@time_started,@time_created,@time_resolved,@time_r
esolved,$row->{'id_User'},@time_resolved,'0');
my $transactions = $csv_dbh->selectall_arrayref("SELECT * FROM
Task.csv WHERE id_Report=$row->{'id_Report'}", { Slice => {} });
foreach my $transaction ( @$transactions ) {
my $tranid = int($transaction->{'id_Task'})+10;
$sth_transactions->execute($tranid,'RT::Ticket',$row->{'id_Report'},'0',
'Comment',$row->{'id_User'},$row->{'ReportTime'});
$sth_attachments->execute($tranid,'0','text/plain','none',"Problem
Description:\n\n$transaction->{'ProblemDescription'}\n\nAction
Taken:\n\n$transaction->{'ActionTaken'}\n\nNotes:\n\n$transaction->{'Not
es'}",$row->{'id_User'},"$row->{'ReportDate'} $row->{'ArrivalTime'}");
}
}
$sth_tickets->finish();
$sth_transactions->finish();
$sth_attachments->finish();
$csv_dbh->disconnect();
$dbh->disconnect();
I learned quite a bit about RT's schema in the process of creating
these, ugly as they are. This was important to us, because we wanted to
retain information for metrics and history and totally demolish the old
decrepit system we have.
David Smithson
ActivSupport, Inc.
Your Flexible IT Partner
Microsoft Gold Partner -- Small Business Specialist
http://www.activsupport.com
Director of Technical Services
Direct: (415) 869 2991
Technical Support Hotline: (415) 979 9285
CLICK HERE FOR ONLINE SUPPORT
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RE: [rt-users] rt command line features broken?
That doesn't work. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: theillien [mailto:[EMAIL PROTECTED] Sent: Monday, July 10, 2006 10:33 PM To: David Smithson Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] rt command line features broken? Did you try with the '-' in front of the 'show'? Mathew Snyder David Smithson wrote: > Hi all. The rt command line tool doesn't seem to have the feature > that it says it has. Anyone else run into this? See below: > > [EMAIL PROTECTED] ~]# rt help group > > Users and groups are identified by name or numeric ID. > > The following generic operations may be performed upon them: > > - list > - show > - edit > - create > > In addition, the following type-specific actions exist: > > - grant > - revoke > > Attributes: > > The following attributes can be used with "rt show" or "rt edit" > to retrieve or edit other information associated with users and > groups: > > rights Global rights granted to this user. > rights/ Queue rights for this user. > > So, according to this, I should be able to run a command like `rt show > group//rights`. However, when I run that, I get: > > [EMAIL PROTECTED] ~]# rt show group//rights # Unknown object type: > group > > id: group//rights > > I get the same error when I run `rt show group/` > > Is it possible that the documentation came before the implementation? > > > David Smithson > > > ___ > 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 > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] rt command line features broken?
Hi all. The rt command line tool doesn't seem to have the feature that it says it has. Anyone else run into this? See below: [EMAIL PROTECTED] ~]# rt help group Users and groups are identified by name or numeric ID. The following generic operations may be performed upon them: - list - show - edit - create In addition, the following type-specific actions exist: - grant - revoke Attributes: The following attributes can be used with "rt show" or "rt edit" to retrieve or edit other information associated with users and groups: rights Global rights granted to this user. rights/ Queue rights for this user. So, according to this, I should be able to run a command like `rt show group//rights`. However, when I run that, I get: [EMAIL PROTECTED] ~]# rt show group//rights # Unknown object type: group id: group//rights I get the same error when I run `rt show group/` Is it possible that the documentation came before the implementation? David Smithson ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] Templates for queue structure
That would solve the administrative problem that I've run into. I like it better than the templated approach, because it would mean that one could update attributes for an entire group of queues, or queues of type 'x'. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gilmar Santos Jr Sent: Saturday, July 08, 2006 10:54 AM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Templates for queue structure Hi, David and everybody. I have groups of queues with same user rights, groups rights, scrips and templates. I had to replicate the configuration for each one and if I need a change then it must be made to every single queue... What I've be wondering about to solve this problem are groups of queues. When a property applies to all queues it's enough to apply the property globally (as if "global" was a group with all queues). If there was a way I could setup queue groups then I could configure groups rights, users rights, scrips and templates for the group and subscribe the queues into groups... It would be also possible to add properties individually, but the maintenece of groups would be much easier. What do you think about it? Thanks, -- Gilmar Santos Jr David Smithson escreveu: > Hi all. It seems that it would be a nice feature to be able to define > template queues. So that semantics are not confused here, what I'm > seeking is a way to 'copy' a queue structure and edit it. I intend to > have multiple queues with the same group rights, user rights, custom > fields, etc. It would be nice to be able to choose a template queue > during the queue creation process. > > Does anybody else wish to have this functionality? > > Has anybody devised command-line scripts that handle this type of thing? > > Thanks. > > David Smithson > > ActivSupport, Inc. > Your Flexible IT Partner > Microsoft Gold Partner -- Small Business Specialist > http://www.activsupport.com Director of Technical Services > Direct: (415) 869 2991 > > Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE > SUPPORT > > ___ > 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 > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Templates for queue structure
Hi all. It seems that it would be a nice feature to be able to define template queues. So that semantics are not confused here, what I'm seeking is a way to 'copy' a queue structure and edit it. I intend to have multiple queues with the same group rights, user rights, custom fields, etc. It would be nice to be able to choose a template queue during the queue creation process. Does anybody else wish to have this functionality? Has anybody devised command-line scripts that handle this type of thing? Thanks. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] RTFM multiple search terms
Hi. I've recently installed RTFM 2.2rc2 in RT 3.6. On ticket replies, it is possible to search RTFM for entries based on a string. I have been unable to search on multiple terms. I've checked all the documentation and as of yet I don't understand the syntax for searching multiple strings contained in the RTFM entry. In other words, a search for 'foo' returns entries containing 'foo', but a search for 'foo bar', only returns entries containing exactly 'foo bar', but not 'foo OR bar' or 'foo AND bar'. Am I missing something or is RTFM lacking this functionality that I am expecting? Thanks. David Smithson ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] best practice - number of queues
What are best practices for the number of queues that RT should have or can handle without noticeably degrading page refreshes? To give you some background to this question: I have read through _RT Essentials_. In the first few chapters, it is mentioned that from an administrative standpoint it is best to have as few queues as needed. When considering the scenario where the request tracker wants to keep track of tickets by customer, is it best to?: * Create a queue for each customer * Create a custom field called 'Customers' * Just generate reports for the billing department based on sending domain Any other options? David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] re-queueing based on sending domain
Aha! Patrick, I hadn't thought of that. That's a good idea, although it does add some complexity on the administrative side of things, because we'd have to add a procmail rule each time we create a new queue. Sounds like the best route though, since there would be no mistake about which domainname belongs to which queue. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Tuesday, June 13, 2006 5:59 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] re-queueing based on sending domain Hi all. Just wondering if any of you have developed a canned Scrip that does this: * OnCreate, checks the domain name of the sender to pattern match against queue names * Moves the ticket to the appropriate Queue, based on match, else stays in general queue I realize the pattern match part is the hardest part and I have purposely left it ambiguous. Has anyone else sought this kind of behavior? How do others of you handle ticketing based on company account? I have also seen that I can create a custom field and call it "Company Name" or something, and that each ticket could be manually assigned to the right company name. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] re-queueing based on sending domain
Hi all. Just wondering if any of you have developed a canned Scrip that does this: * OnCreate, checks the domain name of the sender to pattern match against queue names * Moves the ticket to the appropriate Queue, based on match, else stays in general queue I realize the pattern match part is the hardest part and I have purposely left it ambiguous. Has anyone else sought this kind of behavior? How do others of you handle ticketing based on company account? I have also seen that I can create a custom field and call it "Company Name" or something, and that each ticket could be manually assigned to the right company name. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] rt as secondary website
Oops! Sorry man, I forgot to rewrite the subject. This is not related to this thread. I'll repost. David Smithson CLICK HERE FOR ONLINE SUPPORT -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Tuesday, June 13, 2006 5:56 PM To: rt-users@lists.bestpractical.com Subject: RE: [rt-users] rt as secondary website Hi all. Just wondering if any of you have developed a canned Scrip that does this: * OnCreate, checks the domain name of the sender to pattern match against queue names * Moves the ticket to the appropriate Queue, based on match, else stays in general queue I realize the pattern match part is the hardest part and I have purposely left it ambiguous. Has anyone else sought this kind of behavior? How do others of you handle ticketing based on company account? I have also seen that I can create a custom field and call it "Company Name" or something, and that each ticket could be manually assigned to the right company name. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] rt as secondary website
Hi all. Just wondering if any of you have developed a canned Scrip that does this: * OnCreate, checks the domain name of the sender to pattern match against queue names * Moves the ticket to the appropriate Queue, based on match, else stays in general queue I realize the pattern match part is the hardest part and I have purposely left it ambiguous. Has anyone else sought this kind of behavior? How do others of you handle ticketing based on company account? I have also seen that I can create a custom field and call it "Company Name" or something, and that each ticket could be manually assigned to the right company name. David Smithson ActivSupport, Inc. Your Flexible IT Partner Microsoft Gold Partner -- Small Business Specialist http://www.activsupport.com Director of Technical Services Direct: (415) 869 2991 Technical Support Hotline: (415) 979 9285 CLICK HERE FOR ONLINE SUPPORT ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] detail reports
And you might be wondering what exactly I mean by "detail". In this case, I mean that a detail report would include data from tables Attachments and possibly transactions. It would sort of be what you see in the Jumbo display. On a side note: It would be neat if RT could hide parts of email correspondence that are inline inclusions from previous emails, sort of the way Gmail does it. -Original Message----- From: David Smithson Sent: Wednesday, June 07, 2006 5:46 PM To: David Smithson; rt-users@lists.bestpractical.com Subject: RE: [rt-users] detail reports Perhaps I should explain myself better. You can get a summary report for several tickets easily, using the query functions. I have a need to get detailed reports for several tickets resulting from a query. We are looking at replacing our custom ticketing system with RT. Currently we offer full visibility to our clients by delivering them ticket logs with invoices. I'm looking to get the same functionality in RT. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Wednesday, June 07, 2006 5:18 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] detail reports Hi all. Is there any built-in function for displaying and printing detailed reports in RT? I only ask because I don't find such a function and I want to be sure before I start exploring other reporting options. David Smithson -- ActivSupport, Inc. - Your Flexible IT Partner Microsoft Gold Partner http://www.activsupport.com Director of Technical Services ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
RE: [rt-users] detail reports
Perhaps I should explain myself better. You can get a summary report for several tickets easily, using the query functions. I have a need to get detailed reports for several tickets resulting from a query. We are looking at replacing our custom ticketing system with RT. Currently we offer full visibility to our clients by delivering them ticket logs with invoices. I'm looking to get the same functionality in RT. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Smithson Sent: Wednesday, June 07, 2006 5:18 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] detail reports Hi all. Is there any built-in function for displaying and printing detailed reports in RT? I only ask because I don't find such a function and I want to be sure before I start exploring other reporting options. David Smithson -- ActivSupport, Inc. - Your Flexible IT Partner Microsoft Gold Partner http://www.activsupport.com Director of Technical Services ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] detail reports
Hi all. Is there any built-in function for displaying and printing detailed reports in RT? I only ask because I don’t find such a function and I want to be sure before I start exploring other reporting options. David Smithson -- ActivSupport, Inc. - Your Flexible IT Partner Microsoft Gold Partner http://www.activsupport.com Director of Technical Services ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
[rt-users] Scalar::Util weaken
Hi all.
I have this minor problem with Scalar::Util. I am using FC4, RT 3.6.x,
Scalar::Util 1.18.
What do I have to do to relieve the following problem? :
error: Undefined subroutine &Scalar::Util::weaken called at
/opt/rt3/lib/RT/Action/Generic.pm line 108.
context:
...
104:$self->{'TicketObj'} = $args{'TicketObj'};
105:$self->{'TransactionObj'} = $args{'TransactionObj'};
106:$self->{'Type'} = $args{'Type'};
107:
108:Scalar::Util::weaken($self->{'ScripActionObj'});
109:Scalar::Util::weaken($self->{'ScripObj'});
110:Scalar::Util::weaken($self->{'TemplateObj'});
111:Scalar::Util::weaken($self->{'TicketObj'});
112:Scalar::Util::weaken($self->{'TransactionObj'});
...
code stack: /opt/rt3/lib/RT/Action/Generic.pm:108
/opt/rt3/lib/RT/Action/Generic.pm:80
/opt/rt3/share/html/Tools/Offline.html:105
/opt/rt3/share/html/autohandler:279
Thank you.
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