[rt-users] Overriding CSS in ticket display?
I have some tickets that have HTML (coming from email, which was pasted
from Word), so they have lots of ... which RT
displays with a 1em margin, so they get really spaced out. I can easily
fix that in main.css or ticket.css like this:
p.MsoNormal {
margin: 0px 0px;
}
but how can I make that fix resist being overwritten by new versions of RT?
-- Gary Oberbrunner
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Overriding CSS in ticket display?
On 10/14/2010 11:44 AM, Thomas Sibley wrote:
> On 14 Oct 2010 11:33, Gary Oberbrunner wrote:
>> I have some tickets that have HTML (coming from email, which was pasted
>> from Word), so they have lots of ... which RT
>> displays with a 1em margin, so they get really spaced out. I can easily
>> fix that in main.css or ticket.css like this:
>>
>> p.MsoNormal {
>> margin: 0px 0px;
>> }
>>
>> but how can I make that fix resist being overwritten by new versions of RT?
> You're looking for callbacks. See
> http://wiki.bestpractical.com/view/Customizing.
>
> If you told us what version of RT you're running, someone could point
> you to the right place to look.
Doh, sorry about that. 3.8.2 on Ubuntu 8.04. I didn't realize there
were callbacks for CSS -- how's that even work?!
--
. . . . . . . . . . . . . . . . . . . . . . . . .
Gary Oberbrunnerga...@genarts.com
GenArts, Inc. Tel: 617-492-2888
955 Mass. Ave Fax: 617-492-2852
Cambridge, MA 02139 USA www.genarts.com
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Overriding CSS in ticket display?
On 10/14/2010 11:55 AM, Jeff Voskamp wrote: > Put your fix in > .../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End Hmm, can't get it to work for me. Tried local/rt/html as you have above, and just local/html where all my other callbacks are... doesn't seem to load my file into main-squished.css. (Yes, I'm restarting apache.) I'll turn on some logging & see if I can figure it out. -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunnerga...@genarts.com GenArts, Inc. Tel: 617-492-2888 955 Mass. Ave Fax: 617-492-2852 Cambridge, MA 02139 USA www.genarts.com RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Overriding CSS in ticket display?
On 10/14/2010 12:24 PM, Gary Oberbrunner wrote: > On 10/14/2010 11:55 AM, Jeff Voskamp wrote: >> Put your fix in >> .../local/rt/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End > Hmm, can't get it to work for me. Tried local/rt/html as you have > above, and just local/html where all my other callbacks are... doesn't > seem to load my file into main-squished.css. (Yes, I'm restarting > apache.) I'll turn on some logging & see if I can figure it out. > Got it. It goes in local/html/Callbacks/MSfix/NoAuth/css/web2/main.css/End. (and ticket.css isn't overridable in that way, has to be main.css I think) I'll update the wiki. -- Gary RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] performance: REST vs. cmd line
We're working on some reporting, and have discovered that the REST interface for simple ticket queries is around 400x slower than using the command line interface. I wonder why this is, since I'd prefer to use the REST interface. System: Linux Ubuntu 8.04 (hardy) CPU: Core 2 Duo, 2.0GHz RAM: 2GB RT: 3.8.2 Config: Apache2, mod_perl, mysql DBIx:SearchBuilder etc. are all up to date Both command line and the curl/REST method are running on the same machine as RT (apache and the database). We already have the HTTP basic-auth session auth cookie for REST, so that's not where the time's going. Our apache server is fine for the other services it runs. The CLI takes milliseconds, but REST takes several seconds on average (with large variance). Any idea where I should look for the bottleneck? thanks, -- Gary Oberbrunner
Re: [rt-users] performance: REST vs. cmd line
- Original Message - > From: "Kevin Falcone" > To: rt-users@lists.bestpractical.com > Sent: Tuesday, January 11, 2011 10:41:51 AM > Subject: Re: [rt-users] performance: REST vs. cmd line > On Tue, Jan 11, 2011 at 08:47:36AM -0500, Gary Oberbrunner wrote: > > We're working on some reporting, and have discovered that the REST > > interface for simple ticket queries is around 400x slower than using > > the command line interface. I wonder why this is, since I'd prefer > > to use the REST interface. > > RT's command line interface (bin/rt) uses the REST interface. I kept poking at it, and sure enough there were a couple of errors in our tests that were causing the supposed time differences. Now that those are fixed, the times are the same, as one would expect. Sorry for the trouble. -- Gary
[rt-users] Javascript files give "syntax error": not substituted?
I'm pretty new at RT. Just installed 3.6.4 on Linux FC4, MySQL, apache,
mod_perl. RT pretty much all works, except the JavaScript hide/show
stuff doesn't. That seems to be because all the js files in
/rt/NoAuth/js use "%" as a comment char and seem to need some kind of
text-substitution. But they're coming through unmodified to the client
side. Here's one such error:
Error: syntax error
Source File: http://my.domain/rt/NoAuth/js/util.js
Line: 1
Source Code:
%# BEGIN BPS TAGGED BLOCK {{{
Are these files supposed to get processed on the server before getting
sent to the client? My httpd config is very simple (my RT runs in
http://my.domain/rt):
Alias /rt "/opt/rt3/share/html"
AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /opt/rt3/bin/webmux.pl
RewriteEngine On
RedirectMatch permanent (.*)/$ $1/index.html
SetHandler perl-script
PerlHandler RT::Mason
So what have I misconfigured?
thx,
--
Gary Oberbrunner
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[rt-users] Filter ticket text for display?
Hi folks -- is there a hook to filter or process the ticket history texts (email bodies) when they're displayed? We'd like to turn certain pieces of text (identified by regex) into html links. Thanks! -- Gary Oberbrunner ___ 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] Filter ticket text for display?
Kevin Falcone wrote: > > On Jul 9, 2007, at 10:06 AM, Gary Oberbrunner wrote: > >> Hi folks -- is there a hook to filter or process the ticket history texts >> (email bodies) when they're displayed? We'd like to turn certain >> pieces of >> text (identified by regex) into html links. > > You should be able to use the ModifyDisplay callback in > Tickets/Elements/ShowTransaction to do this. Thanks, Kevin -- that looks like exactly what I need. I'll try it. Does anyone have a sample Callbacks/*/Elements/Ticket/ShowTransaction/ModifyDisplay callback? I don't really understand the calling convention, i.e. what are the args and what I'm supposed to return. Should I write a function, or is it just bare Mason/perl code? What are %INIT% and %ARGS% (I see those in some other callbacks)? Where do I get the actual ticket text (message body)? (I looked at the rt wiki page "CustomizingWithCallbacks" and it explains the proper file/dir to put the callback in, but doesn't say what it should look like.) thx, -- Gary ___ 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] Filter ticket text for display?
> Essentially I created a file in the local/share/request-tracker3.4 tree > called html/Callbacks/CCDC/Ticket/Elements/ShowMessageStanza/Default > containing: > > <%init> > my $val = $$content; > use bytes; > $val =~ s/(s?http|https):[\w\/\.:+\-]+/$&<\/a>/gi; > $$content = $val; > > <%args> > $content => undef > Thanks -- that's exactly what I needed! I updated the wiki page with this code. -- Gary ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] How does RT find an existing ticket for a new email?
Hi folks. Quick question: I know RT can use the subject line [rt #XX] to find an existing ticket for an incoming email, but if that's missing, e.g. because the customer just emailed me about the ticket, can RT figure it out in other ways, using email headers like References, In-Reply-To or Thread-Index? Where in the source would that be? -- Gary ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How does RT find an existing ticket for a new email?
Ole Craig wrote: > I use procmail to get to RT, so I created a procmail recipe specific > to this partner's sender addresses that pipes incoming email through a > perl filter; the filter grabs the SR out of the subject line and then > attempts to find an RT ticket that matches. If it does, it inserts the > appropriate [$rtname #$ticketid] into the subject line before passing it > on to rt-mailgate. That sounds like a start. If I were going to do this (hmm...) I think I'd start by pulling out all the tickets for that sender, and first look at the headers (In-Reply-To etc.) to see if I could find a match, and then try fuzzy matching on the content. In our world, we don't expect to have that many tickets per sender, so it might work. Maybe some day rt could get callbacks in the email ingestion routine so there could be plugins to do this kind of thing? (Maybe it has them now & I just don't know it!) Thanks for the ideas! -- Gary ___ 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] On Correspond/Comment Notify Owner?
Hi folks -- I'd like rt to notify the owner if correspondence or comments come in, but not if the correspondence/comments are by the owner. Possible? Easy? Actually what I'd like is if *anything* changes in the ticket and the change is by someone else, I'd like the owner to get notified. Do I need a scrip per change type or is there one global condition? thanks! -- Gary ___ 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] On Correspond/Comment Notify Owner?
Jacob Helwig wrote: > Gary, > > Since the ticket owner should already be notified of any correspondence > taken on the ticket, we added a scrip to handle comments. I just tried this, and it doesn't seem to work, at least in my RT. I sent an email from the requestor's email address with [rt #12] in the subject, and it got into ticket 12, but the owner never got an email, and rt didn't record an email as going out to them. Maybe that scrip got deleted somewhere. I'll put it in & see what happens. > On Comment Notify Owner as Comment with template Correspondence > > We set that as a global scrip, and it's worked beautifully for us. I'll try that one too; thanks! You didn't have to do anything to prevent getting emails about your own comments on tickets you own? -- Gary ___ 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] On Correspond/Comment Notify Owner?
Gene LeDuc wrote:
> Hi Gary,
>
> So what you want is for the owner of the ticket to be notified of _all_
> transactions where the owner is not the creator of the transaction?
>
> A scrip condition like this might do it:
> { my $Transaction = $self->TransactionObj;
> my $Creator = $Transaction->CreatorObj->Id;
> my $Ticket = $self->TicketObj;
> my $Owner = $Ticket->Owner;
> return $Creator != $Owner && $Owner > 12;
> }
>
> The "$Owner > 12" condition prevents the scrip from firing if the ticket
> owner is Nobody, SystemUser, or RT's Root (at least on my 3.6.3 system).
Awesome, thanks! (root is 12 on my 3.6.4 also.) I notice there's no mention
of CreatorObj in the RT::Transaction section of the POD... maybe because it
inherits from RT::Record I guess. Much to learn.
--
Gary
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[rt-users] Reminders?
Hi folks, I'm wondering how Reminders are intended to be used. I set a couple, one soon and one far in the future. I didn't get any email or notifications for the soon one when it expired; am I supposed to? And for the future ones, I'd expect RT to only show my "upcoming" reminders, not the long future ones. Is that possible? Also they don't "expire" when they are in the past; is that intentional? I guess I just don't know the "best practical" way to use them :-) so any advice is appreciated. thanks, -- Gary ___ 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] Reminders?
Jeff Voskamp wrote: > How does the following attachement work for you? Works very well! Thanks! -- Gary ___ 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] Use attachment as original message?
Hi -- we've just cut over to using RT as our helpdesk system, and so far so good. Perhaps someone on this list could help with workflow enhancement that would be nice. Sometimes users email our support staff directly, rather than using '[EMAIL PROTECTED]'. The support person then typically forwards that email to [EMAIL PROTECTED] to get it into trac (especially if they're traveling or it's a weekend and they don't have easy access to the web interface). What would be cool would be if, when trac gets an email from an authenticated user and it contains an attachment (maybe with some special text in the body), it would parse the attachment as the ticket rather than the containing email. That would set the requestor correctly automatically, so we don't have to go into the ticket and fix it manually, and it would also make the ticket "cleaner" with less junk around the original submission. Is there perhaps already an add-on to do this? Or maybe I can modify the email to trac parser? I'm not bad with perl, so if there are examples of detecting and getting attachments and how the regular parser works, that would probably get me going. Thanks! -- Gary ___ 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] simple question: change "New ticket in..." default queue?
Can I change the default queue for the "New Ticket in..." button on the "at a glance" page? 99% of our tickets go into the "support" queue, which currently isn't the default (I think it defaults to the first element of the popup, which is sorted alphabetically). Thanks! -- Gary Oberbrunner ___ 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] Use attachment as original message?
Toby Darling wrote: > Hi Gary > >> ...The support person then typically forwards that > > If your staff are using Thunderbird, I can recommend the MailRedirect Thanks Toby -- that's not a bad idea. We do mostly use Tbird, but unfortunately I can't make everyone install the extension and use it :-(, and besides some of them are on Macs, especially on the road. Still, it may help until a centralized RT solution comes along. I also thought about extending the RT commands-by-email extension; that might work, if I can learn enough about how it works. -- Gary ___ 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] simple question: time&date on at-a-glance page?
Hi -- anyone have a simple recipe for adding the time & date to the "at a glance" page? I looked at Elements/Footer and don't see an easy way to customize it without replacing the whole file (e.g. local/html/Elements/Footer). Reason for doing this? Folks want to know when the page was last refreshed. thanks! -- Gary ___ 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] Query to find open tkts where customer hasn't been replied to
I'd like to make a query to find all open tickets where the customer's been waiting for a reply for longer than N hours. It looks to me like Told is the last time the customer was replied to, and LastUpdated is the last time anything happened in the ticket. So I tried this, in the Edit Query view: Queue = 'support' AND Status = 'open' AND Told + 1 < LastUpdated but when I apply the changes, RT says "Error near ->LastUpdated<- expecting a VALUE in ' Queue = 'support' AND Status = 'open' AND Told > LastUpdated' I'm lost" which is cute, but doesn't help me make my query. How can I do this? It's pretty straightforward SQL, but I'm not sure how to make a straight SQL query from the interface. Is there a mode where I can mark a query as "just submit it to the database as a WHERE clause, don't try to interpret it"? Or is there a better way to do what I'm looking for? thx, -- Gary ___ 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] Query to find open tkts where customer hasn't been replied to
Ruslan Zakirov wrote: > Try the following: > Queue = 'support' AND Status = 'open' AND Told < '-5 hours' Simple, but unfortunately it mostly gets the cases where we're waiting for the customer and not the other way around. I'd be happy if I could say LastUpdatedBy <> Owner too... > Sorry, but the UI doesn't support building queries where date fields > are compared to each other. Too bad. Can I write an add-on of some kind? I'll check the book... -- Gary ___ 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] Query to find open tkts where customer hasn't been replied to
James Moseley wrote: > Additionally, you probably want to use a status of 'new'. New tickets mean > they haven't been touched. Of course, new tickets don't have a 'Told' > value. If a ticket is open, it's been touched in some manner, but it > doesn't mean that the customer has been responded to... > > Are you looking for tickets that have never been touched but are more than > an hour old, or you trying to identify all open tickets that simply haven't > been updated within the last hour? Thanks for the reply, James. Not that it hasn't been updated, but specifically the customer updated the ticket (via email normally) and nobody's answered them. They're waiting for a response. I don't care if a ticket hasn't been updated for a couple of days, as long as we were the last ones to email the customer (i.e. the ball's in their court). If there were specific ticket states for who last updated the ticket that would help. Or if I could check LastUpdatedBy <> Owner that would do it too. Isn't this a common thing, to want to find the open tickets that aren't being handled in a timely fashion? == Gary ___ 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] Re: Query to find open tickets where customer hasn't been replied to
Robert Long wrote: > Gary Oberbrunner wrote: >> Isn't this a common thing, to want to find the open tickets that aren't >> being handled in a timely fashion? > How about setting up a custom field like "Where the ball lays" with > values of "Customer" or "Us". Then write a scrip to flip that value if > one of your people replies to the ticket ( if they're all part of the > same group this would be easy ), and another scrip to flip the value > back if the ticket is updated by someone else (You could do this all in > the same scrip I do suppose, for some reason I opted to do it in two). > > Then you can just create a search for 'not resolved' and 'The ball is in > our court'.. I even go so far as to have my RT at a glance configured > so I list tickets I need to respond to separately from those that I have > responded to. OK, that's clever. I'm going to look into that. Thank you! -- Gary ___ 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] auto-assign on create from web ui?
Is it possible to tell whether a ticket is coming from email (all our tickets from customers come in that way) or via the web ui (in which case it's entered by a tech)? I'd like tickets entered via the web ui to get auto-assigned to the person entering them. thx, -- Gary Oberbrunner ___ 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] How do I forward a ticket to someone?
I've seen various references to the "forward" feature in RT (we're running 3.8.2 on Ubuntu), but I can't figure out how to forward a ticket. I don't see a Forward button on any of the screens... any hints? Thanks, -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunnerga...@genarts.com GenArts, Inc. Tel: 617-492-2888 955 Mass. Ave Fax: 617-492-2852 Cambridge, MA 02139 USA www.genarts.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Upgrading from 3.8.2
Hi folks; we've been running 3.8.2 for ages now, and would like to upgrade to the latest version. We're reasonably small so upgrading isn't a huge deal for us. My question is, should we upgrade to 3.8.8 or use something newer? Is there going to be a 3.9 or 3.10 soon (or even 4.0)? I'm comfortable using git and building from source if that is anywhere close to reasonably stable. We run RT on Ubuntu 8.04 with mysql so it's a pretty vanilla install. Any advice appreciated; thanks! -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunnerga...@genarts.com GenArts, Inc. Tel: 617-492-2888 955 Mass. Ave Fax: 617-492-2852 Cambridge, MA 02139 USA www.genarts.com RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Problem with latest RT: error in HTML::Mason::Command
name rt Perl configuration Summary of my perl5 (revision 5 version 8 subversion 8) configuration: Platform: osname=linux, osvers=2.6.9-22.18.bz155725.elsmp, archname=i386-linux-thread-multi uname='linux hs20-bc1-6.build.redhat.com 2.6.9-22.18.bz155725.elsmp #1 smp thu nov 17 15:34:08 est 2005 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic -fasynchronous-unwind-tables -Dversion=5.8.8 -Dmyhostname=localhost [EMAIL PROTECTED] -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dinc_version_list=5.8.7 5.8.6 5.8.5 5.8.4 5.8.3 -Dscriptdir=/usr/bin' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m32 -march=i386 -mtune=generic -fasynchronous-unwind-tables', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -Wdeclaration-after-statement -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='4.1.0 20060228 (Red Hat 4.1.0-1)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.90.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.90' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.8/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' Any ideas? -- Gary Oberbrunner ___ 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] Re: Problem with latest RT: error in HTML::Mason::Command
Found my problem. Turns out I had an old DBIx::SearchBuilder installed in a different dir (from an old Perl install), and somehow it was being used instead of the new one. I deleted the old DBIx, cleaned the Mason cache, restarted httpd, and all's well now with Reminders. hope that helps someone; -- Gary Oberbrunner ___ 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] Email recipients confusing!
Hi; I'm trying to set up RT at my company, for handling incoming support requests from outside via email. I'm using latest 3.6.3 on Linux. I want to make sure that RT only sends the emails I want, to the people I want. I'm looking at the scrips, and I have some questions, probably simple. First, I'm not sure how each group is defined: Requestors: the original sender of the email (from the From: header?) or the web creator of the ticket; anyone else? Owner: I understand this one :-) CCs: how do you get on/off this list? AdminCCs: how do you get on/off this list? Other Recipients: what is this? Does commenting on a ticket or corresponding on it make you a Cc, perhaps? Do CCs of the original mail get on the CC list automatically? In the scrip Actions, what does "Notify ... as Comment" mean? Are the built-in Scrips (Conditions and Actions) documented anywhere? Is there any way to disable a Scrip without deleting it? I like to see what options I have, and what I've customized. I'm pretty sure that the only emails I want RT to send to the requestor are ones that someone (owner normally) entered into RT; i.e. no autoreply on create, nor on resolve. I want it to seem like they emailed us, and someone replied to them -- not like it's an automated system. That is this script, I think: On Correspond Notify Requestors and Ccs with template Correspondence as long as the Ccs are normally unset. And I want the new owner to get an email if a ticket gets assigned to them: On Owner Change Notify Owner with template Transaction ... and lastly, if someone here comments on a ticket, the other people here watching that ticket should get an email: On Comment Notify ? as Comment with template Comment -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner[EMAIL PROTECTED] GenArts, Inc. Tel: 617-492-2888 955 Mass. Ave Fax: 617-492-2852 Cambridge, MA 02139 USA www.genarts.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] Re: Email recipients confusing!
One more thing to add to my questions... hope you folks don't mind. I'd like my people here to be able to reply to a ticket from their own email instead of the web interface sometimes, and cc RT so it goes into the record of the ticket. If they do that, should they just cc support-rt-comment instead of support-rt, to prevent RT from forwarding that email to the requestor and others? Or is there a Condition I can use (or write) to tell whether a certain transaction originated via email or web? thanks; -- . . . . . . . . . . . . . . . . . . . . . . . . . Gary Oberbrunner[EMAIL PROTECTED] GenArts, Inc. Tel: 617-492-2888 955 Mass. Ave Fax: 617-492-2852 Cambridge, MA 02139 USA www.genarts.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] Re: RT-Users Digest, Vol 38, Issue 17
>> Hi; I'm trying to set up RT at my company, for handling incoming support >> > requests from outside via email. I'm using latest 3.6.3 on Linux. >> > ... >> > CCs: how do you get on/off this list? >> > AdminCCs: how do you get on/off this list? >> > Other Recipients: what is this? > > The People tab lets you define these on a particular ticket. They get CCs. And I'm guessing anyone who updates the ticket gets auto-added or something. Thanks for the help! I think I'm almost ready to roll it out. >> > In the scrip Actions, what does "Notify ... as Comment" mean? > > No email is generated, it adds a comment to the ticket. OK, that's confusing (at least to me)! What's the point then of differentiating between (say) Notify AdminCcs as Comment, and Notify Requestors as Comment? Nobody actually gets notified at all really. In fact, isn't this a noop: On Comment Notify AdminCcs as Comment with template Admin Comment since the comment was already created? thx again, -- Gary ___ 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] Re: Email recipients confusing!
Paul Johnson wrote: > Gary: If you're going to use the digests, be sure to split the digest into > individual messages and reply to those and not the digest itself. A great > example how to do this is available in the procmailex manpage. Replying to > the individual messages preserves threading, replying to the digest breaks > it. > > If you're not sure how or are unwilling to do that, please read this list > via nntp://news.gmane.org/gmane.comp.bug-tracking.request-tracker.user > instead. Will do -- sorry about that. nntp works great, I'm replying to this msg from the nntp feed now. And thanks for the Cc clarifications! -- Gary ___ 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] Re: Search for Tickets Updated by Non-privileged user
Randy Oswald wrote: > I am trying to create a search for tickets that have been last updated > by a non-privileged user (by responding to an email we have sent from > RT). I'm looking for a list of people who have responded to us, but our > group hasn't acted upon yet. I'm also interested in this; a ticket is more "interesting" if it's getting old and the last updater is the originator, and less interesting if the last updater is a tech here (since the originator may not care anymore or something). Ideally we'd like to auto-close any tickets a week or more old, but ONLY if the last updater was a tech here. -- Gary ___ 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
