Re: [rt-users] chart link with double slash in dashboard
Hello Thomas, could you already find something? BR, Ivan 2012/3/29 Givano : > Here are the config files, as I said it happens only in the collection > of charts in a dashboard, if I load a chart directly the edit bar is > appearing normally in both 4.0.2 and 4.0.5. What I also found out that > if I do a quicksearch in RT 4.0.2 I don't get the edit bar, in RT > 4.0.5 it shows up. > > 2012/3/29 Thomas Sibley : >> On 03/29/2012 05:12 AM, Givano wrote: >>> It looks like a bug in RT for me but maybe it's something wrong with >>> my config. Anyone can confirm this problem as well? >> >> Send your RT_SiteConfig.pm and apache conf otherwise we can't know if >> it's a config problem.
Re: [rt-users] chart link with double slash in dashboard
Here are the config files, as I said it happens only in the collection
of charts in a dashboard, if I load a chart directly the edit bar is
appearing normally in both 4.0.2 and 4.0.5. What I also found out that
if I do a quicksearch in RT 4.0.2 I don't get the edit bar, in RT
4.0.5 it shows up.
2012/3/29 Thomas Sibley :
> On 03/29/2012 05:12 AM, Givano wrote:
>> It looks like a bug in RT for me but maybe it's something wrong with
>> my config. Anyone can confirm this problem as well?
>
> Send your RT_SiteConfig.pm and apache conf otherwise we can't know if
> it's a config problem.
AddDefaultCharset UTF-8
PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm
ServerAdmin r...@company.com
Redirect / https://rt.company.com/
DocumentRoot /usr/share/request-tracker4/html
Order allow,deny
Allow from all
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /usr/share/request-tracker4/libexec/rt-server
# Limit mail gateway access to localhost by default
Order Allow,Deny
Allow from 127.0.0.1
Allow from 10.128.19.177
Allow from 10.1.128.56
use Plack::Handler::Apache2;
Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server");
RT_SiteConfig.pm
Description: Binary data
ServerName rt.company.com
ServerAlias srv-vie-rt4.vie.company.com
ServerAdmin r...@company.com
AddDefaultCharset UTF-8
PerlSetEnv RT_SITE_CONFIG /etc/request-tracker4/RT_SiteConfig.pm
ServerAdmin r...@company.com
DocumentRoot /usr/share/request-tracker4/html
Order allow,deny
Allow from all
SetHandler modperl
PerlResponseHandler Plack::Handler::Apache2
PerlSetVar psgi_app /usr/share/request-tracker4/libexec/rt-server
# Limit mail gateway access to localhost by default
Order Allow,Deny
Allow from 127.0.0.1
Allow from 10.128.19.177
Allow from 10.1.128.56
use Plack::Handler::Apache2;
Plack::Handler::Apache2->preload("/usr/share/request-tracker4/libexec/rt-server");
ErrorLog /var/log/apache2/error.log
LogLevel warn
CustomLog /var/log/apache2/ssl_access.log combined
SSLEngine on
SSLCertificateFile/etc/apache2/ssl/rt.company.com_crt.pem
SSLCertificateKeyFile /etc/apache2/ssl/rt.company.com_key.pem
SSLCACertificateFile /etc/ssl/mm/MMWebSvc_combined_crt.pem
SSLOptions +StdEnvVars
SSLOptions +StdEnvVars
BrowserMatch ".*MSIE.*" \
nokeepalive ssl-unclean-shutdown \
downgrade-1.0 force-response-1.0
[rt-users] chart link with double slash in dashboard
Hi, when I open a saved chart over dashboard the edit menu "Edit Search Advanced Show Results..." is not showing up. After comparing with saved searches view I've noticed that the link in Dashboard to this chart have a second slash between hostname and Search - looking like following: https://rt.company.com//Search/Chart.html?ChartStyle=bar&Format=&PrimaryGroupBy=Owner.RealName&Query=Queue%20%3D%20'COMPANY%3A%3ACIT%3A%3AInfrastructure'%20AND%20(%20%20Status%20%3D%20'resolved'%20)%20AND%20Resolved%20%3E%20'7%20days%20ago'&SavedSearchId=RT%3A%3AGroup-8498-SavedSearch-88160&SearchType=Chart When I manually remove the second slash the edit menu appears again. The link is builded wrongly only for charts, normal saved searches don't have this second slash. I checked my config files, also tried rt 4.0.5 - with same result. It looks like a bug in RT for me but maybe it's something wrong with my config. Anyone can confirm this problem as well? Thanks in advance, Ivan
[rt-users] RT-Extension-LDAPImport Sizelimit exceeded
Hi, have configured LDAP Import extension with RT 4.0.2 and getting following error message from script: [Mon Dec 5 11:24:47 2011] [error]: LDAP search failed Sizelimit exceeded (/usr/local/share/request-tracker4/lib/RT/Extension/LDAPImport.pm:866) as much I understand this comes because domain controller limits the query by max. 1000 entries, in my case the query returns over 5000 entries. I've googled about that issue and people recommending use of simple paging in the script. As much I understood from looking over /usr/local/share/request-tracker4/lib/RT/Extension/LDAPImport.pm this paging feature is not implemented at the moment. Any of you had similiar issue and have some solution (patch) for it beside changing this 1000 entries option on domain controller? Thanks in advance, Ivan RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] RT-Extention-QueueDeactivatedScrips
Hi guys, if it's still interesting, I have done the patch for rt 4.0.2 and it works fine for me. Only three files need to be modified two html and one lib. If you want I can send you diffs or the files for rt4.0.2. I dont know if it will work with 4.0.4. BR, Ivan 2011/10/6 Ruslan Zakirov > Hi, > > On Thu, Oct 6, 2011 at 7:25 PM, Randy Black > wrote: > > Know of anyone working on the port? > > > I don't know. It's on github and there is no forks of the project. > Torsten packaged the extension, probably newer version depends on > patches people would send and/or on his upgrade schedule. > > > > -Original Message- > > From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On > Behalf Of Ruslan Zakirov > > Sent: Thursday, October 06, 2011 12:24 PM > > To: Randy Black > > Cc: rt-users@lists.bestpractical.com > > Subject: Re: [rt-users] RT-Extention-QueueDeactivatedScrips > > > > Hi, > > > > File that couldn't be found was deleted between RT3 and RT4. What > > means that extension has not been ported over RT4. > > > > On Thu, Oct 6, 2011 at 4:45 PM, Randy Black > wrote: > >> Does anyone use this extension and have it working in a production 4.0.2 > >> instance of RT? > >> > >> I have it installed, but when selecting a queue and then selecting > ‘scrips > > >> select’ from the menu, I get “could not find component for path > >> ‘/Admin/Elements/QueueTabs’” > >> > >> Looking through the doc, the wiki and google, produced nothing. > >> > >> Thanks, > >> > >> Randy > >> > >> > >> RT Training Sessions (http://bestpractical.com/services/training.html) > >> * San Francisco, CA, USA — October 18 & 19, 2011 > >> * Washington DC, USA — October 31 & November 1, 2011 > >> * Barcelona, Spain — November 28 & 29, 2011 > >> > > > > > > > > -- > > Best regards, Ruslan. > > > > > > -- > Best regards, Ruslan. > > RT Training Sessions (http://bestpractical.com/services/training.html) > * San Francisco, CA, USA October 18 & 19, 2011 > * Washington DC, USA October 31 & November 1, 2011 > * Barcelona, Spain November 28 & 29, 2011 > RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 & 6, 2012
Re: [rt-users] Send email from template
Hello Kenn,
thanks for your scrip, I'm using the rt-crontool for ticket escalation and
could not find out how to use custom actions with rt-crontool, maybe you
have a hint for me.
Thanks, Ivan
2010/5/3 Kenneth Crocker
> Givano,
>
> I have a scrip that sets the owner based on the value in a Custom Field.
> Look at it and modify it to meet your needs:
>
> # Custom Action preparation code
>
> my $trans = $self->TransactionObj;
> my $ticket = $self->TicketObj;
>
> #
> # set new ticket owner id value
> #
> #42 - Bob
> # 148 - Carol
> # 5125 - Ted
> # 9324 - Alice
> #
>
> my %orgs = qw(
>Budget 148
>Controller 5125
>Facilities 42
>Field-OPS5125
>Property 9324
>SPO148
>Travel 5125
>Other 42
> );
>
> my $cf = new RT::CustomField($RT::SystemUser);
> $cf->LoadByName(Queue => $ticket->QueueObj->id,Name => "CFO-Org");
>
> # check for valid CF-Org value first,
> # then set new Ticket Owner ID
>
> if ($cf->id)
> {
> my $cfvalue = $ticket->FirstCustomFieldValue('CFO-Org');
> my $ownerid = $orgs{$cfvalue};
> $ticket->SetOwner($ownerid);
> }
>
> return 1;
>
> You could easily replace the owner Ids with your email address and instead
> of setting the ownerid, set the "To" address or whatever.
>
> Anyway, hope this helps. It sure works for us.
>
> Kenn
> LBNL
>
> On Mon, May 3, 2010 at 8:49 AM, Givano wrote:
>
>> Hi,
>>
>> I'm trying to send an email from template, initiated by rt-crontool as
>> described in wiki, the only trick is that dependent on custom field it
>> should be sent to other persons group. Here my template, somehow it always
>> send to user1 and user 2.
>>
>>
>> Subject: new ticket, 30 minutes unowned!
>> RT-Send-Cc: { my $values = $Ticket->CustomFieldValues('CIT_Category');
>> my $OUTPUT;
>> my $CFValue;
>> while ( my $value = $values->Next ) {
>> $CFValue = $value->Content;
>> if ($CFValue == 'IT Facilites') { $OUTPUT = 'us...@dom.com,
>> us...@dom.com' }
>> elsif ($CFValue == 'Linux/Network') { $OUTPUT = 'us...@dom.com,
>> us...@dom.com' }
>> elsif ($CFValue == 'Phone') { $OUTPUT = 'us...@dom.com,
>> us...@dom.com' }
>> elsif ($CFValue == 'Windows') { $OUTPUT = 'us...@dom.com,
>> us...@dom.com' }
>> }
>> $OUTPUT;
>> }
>>
>> The ticket {$Ticket->id} stayed unowned for 30 minutes.
>>
>> Please do a categorisation, assign optionally an owner!
>> ##
>>
>> Any idea what I'm doing wrong, maybe there is some, more elegant method to
>> do a custom field based escalation, here is how I'am starting the
>> rt-crontool:
>>
>> rt-crontool --search RT::Search::FromSQL --search-arg "id = 23331"
>> --action RT::Action::RecordComment --template 'UnownedNotifyWatcherLevel1'
>>
>> Thanks in advance,
>>
>> Ivan Samarin
>>
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Send email from template
Thank you Jeff, works perfect, I forgot that "==" is used only for numbers,
not strings...
Ivan
2010/5/3 Jeff Voskamp
> On 05/03/2010 11:49 AM, Givano wrote:
>
>> Hi,
>>
>> I'm trying to send an email from template, initiated by rt-crontool as
>> described in wiki, the only trick is that dependent on custom field it
>> should be sent to other persons group. Here my template, somehow it always
>> send to user1 and user 2.
>>
>>
>> Subject: new ticket, 30 minutes unowned!
>> RT-Send-Cc: { my $values = $Ticket->CustomFieldValues('CIT_Category');
>> my $OUTPUT;
>> my $CFValue;
>> while ( my $value = $values->Next ) {
>>$CFValue = $value->Content;
>>if ($CFValue == 'IT Facilites') { $OUTPUT = 'us...@dom.com > us...@dom.com>, us...@dom.com <mailto:us...@dom.com>' }
>>elsif ($CFValue == 'Linux/Network') { $OUTPUT = 'us...@dom.com> us...@dom.com>, us...@dom.com <mailto:us...@dom.com>' }
>>elsif ($CFValue == 'Phone') { $OUTPUT = 'us...@dom.com > us...@dom.com>, us...@dom.com <mailto:us...@dom.com>' }
>>elsif ($CFValue == 'Windows') { $OUTPUT = 'us...@dom.com > us...@dom.com>, us...@dom.com <mailto:us...@dom.com>' }
>>
>> }
>> $OUTPUT;
>> }
>>
>> The ticket {$Ticket->id} stayed unowned for 30 minutes.
>>
>> Please do a categorisation, assign optionally an owner!
>> ##
>>
> Try using 'eq' instead of '==' - you want to compare the values of the
> string, not if it's set.
> You might also want to use '.=' instead of '=' for $OUTPUT if you are
> handling multiple values for CIT_Category, but watch out for missing commas.
>
> Jeff
>
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Send email from template
Hi,
I'm trying to send an email from template, initiated by rt-crontool as
described in wiki, the only trick is that dependent on custom field it
should be sent to other persons group. Here my template, somehow it always
send to user1 and user 2.
Subject: new ticket, 30 minutes unowned!
RT-Send-Cc: { my $values = $Ticket->CustomFieldValues('CIT_Category');
my $OUTPUT;
my $CFValue;
while ( my $value = $values->Next ) {
$CFValue = $value->Content;
if ($CFValue == 'IT Facilites') { $OUTPUT = 'us...@dom.com,
us...@dom.com' }
elsif ($CFValue == 'Linux/Network') { $OUTPUT = 'us...@dom.com,
us...@dom.com' }
elsif ($CFValue == 'Phone') { $OUTPUT = 'us...@dom.com, us...@dom.com'
}
elsif ($CFValue == 'Windows') { $OUTPUT = 'us...@dom.com, us...@dom.com'
}
}
$OUTPUT;
}
The ticket {$Ticket->id} stayed unowned for 30 minutes.
Please do a categorisation, assign optionally an owner!
##
Any idea what I'm doing wrong, maybe there is some, more elegant method to
do a custom field based escalation, here is how I'am starting the
rt-crontool:
rt-crontool --search RT::Search::FromSQL --search-arg "id = 23331" --action
RT::Action::RecordComment --template 'UnownedNotifyWatcherLevel1'
Thanks in advance,
Ivan Samarin
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
[rt-users] Signature for Reply only
Hello,
I'm looking for possibility to disable signature for comments and leave it
enabled for replies only. I have found a post in the mail archive how to do
that for rt 3.2 - here the link:
http://www.gossamer-threads.com/lists/rt/users/41151?search_string=comment%20signature;#41151
There are only two lines and I don't really now where to put them in 3.8.4
code in the update.html or maybe other file.
> % } elsif ($Action ne 'Respond') {
> <& /Elements/MessageBox, Name=>"UpdateContent", IncludeSignature => 0,
%ARGS&>
Can someone help me on it?
Thanks in advance,
Ivan
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Re: [rt-users] Command By Email and Multi-Value Custom Field
Hi Robert,
I had similar problem with one values fields with spacing in the name and it
worked only after I removed the spacing. I didn't tried it with "Select
multiple values" fields.
BR, Ivan
2009/3/20 Robert Walford
> Hi Guys,
>
>
>
> I am experiencing an issue using CommandByMail and multi-valued custom
> fields. We running RT 3.8.2.
>
>
>
> The following fields are one value and works perfectly.
>
> cf.{Category}: Telecom – Combobox: Select or enter one value
>
> cf.{Origin}: E-mail - Select one value
>
> cf.{Severity_Level}: 5 - Select one value
>
>
>
> But the following fields are multiple values and do not work.
>
> cf.{Equipment Impacted}: Router – Select multiple values
>
> cf.{Services Impacted}: Internet – Select multiple values
>
>
>
>
>
> Due to the spacing in the field name we have tried with quotations
> (single/double) and without.
>
>
>
> Any Thoughts?
>
>
>
>
>
> Regards,
>
>
>
> Robert Walford
>
> Network Administrator
>
>
>
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>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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>
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[rt-users] Umlaute in attachment filename RT 3.8.1
Hello Everybody!
when I try to create a new ticket in any queue and attach a doc file
ööäädfasdf.doc I am getting "Ticket could not be created due to an internal
error" message, in the log file following output is coming:
[Mon Mar 30 15:21:17 2009] [debug]: Guessed encoding: utf8
(/opt/rt3/bin/../lib/RT/I18N.pm:416)
[Mon Mar 30 15:21:17 2009] [debug]: Guessed encoding: utf8
(/opt/rt3/bin/../lib/RT/I18N.pm:416)
[Mon Mar 30 15:21:17 2009] [debug]: About to think about scrips for
transaction #40891 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:17 2009] [debug]: About to think about scrips for
transaction #40892 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:17 2009] [debug]: About to think about scrips for
transaction #40893 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:17 2009] [debug]: About to think about scrips for
transaction #40894 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:18 2009] [debug]: Max size is 1000
(/opt/rt3/bin/../lib/RT/Record.pm:743)
[Mon Mar 30 15:21:18 2009] [warning]: DBD::Pg::st execute failed: ERROR:
invalid byte sequence for encoding "UTF8": 0xf6f6e4e4
HINT: This error can also happen if the byte sequence does not match the
encoding expected by the server, which is controlled by "client_encoding".
(/usr/lo
cal/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm:505)
[Mon Mar 30 15:21:18 2009] [warning]: RT::Handle=HASH(0xa1f0b3c) couldn't
execute the query 'INSERT INTO Attachments (Subject, Filename, ContentType,
Headers
, Creator, MessageId, Parent, Created, Content, ContentEncoding,
TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/local/share/perl/5.8.8/DBIx
/SearchBuilder/Handle.pm line 518
DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xa1f0b3c)',
'INSERT INTO Attachments (Subject, Filename, ContentType, Head...',
'\x{c3}\x{
b6}\x{c3}\x{b6}\x{c3}\x{a4}\x{c3}\x{a4}dfasdf.doc',
'dfasdf.doc', 'application/msword', 'Subject:
\x{c3}\x{b6}\x{c3}\x{b6}\x{c3}\x{a4}\x{c3}\
x{a4}dfasdf.doc\x{a}MIME-Version: 1.0\x{a}Content-Type: a...', 132, '',
26479, ...) called at
/usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 3
53
.skipped..
[Mon Mar 30 15:21:18 2009] [crit]: Attachment insert failed: ERROR: invalid
byte sequence for encoding "UTF8": 0xf6f6e4e4
HINT: This error can also happen if the byte sequence does not match the
encoding expected by the server, which is controlled by "client_encoding".
(/opt/rt
3/bin/../lib/RT/Attachment_Overlay.pm:191)
[Mon Mar 30 15:21:18 2009] [crit]: Attachment insert failed: ERROR: invalid
byte sequence for encoding "UTF8": 0xf6f6e4e4
HINT: This error can also happen if the byte sequence does not match the
encoding expected by the server, which is controlled by "client_encoding".
(/opt/rt
3/bin/../lib/RT/Attachment_Overlay.pm:164)
[Mon Mar 30 15:21:18 2009] [debug]: About to think about scrips for
transaction #40895 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Mar 30 15:21:18 2009] [debug]: About to prepare scrips for transaction
#40895 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xac75134) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [err]: RT::Scrips=HASH(0xafa1674) couldn't load
ticket 2443 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:291)
[Mon Mar 30 15:21:18 2009] [debug]: Found 10 scrips for TransactionCreate
stage with applicable type(s) Create
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Mon Mar 30 15:21:18 2009] [debug]: Scrip 15 has been applied, since it is
not deactivated for Queue
(/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:378)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xa8b25d8) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:322)
[Mon Mar 30 15:21:18 2009] [info]: Scrip 24 has NOT been applied, since it
is deactivated for Queue (/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:374)
[Mon Mar 30 15:21:18 2009] [info]: Scrip 25 has NOT been applied, since it
is deactivated for Queue (/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:374)
[Mon Mar 30 15:21:18 2009] [info]: Scrip 26 has NOT been applied, since it
is deactivated for Queue (/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:374)
[Mon Mar 30 15:21:18 2009] [info]: Scrip 23 has NOT been applied, since it
is deactivated for Queue (/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:374)
[Mon Mar 30 15:21:18 2009] [debug]: Scrip 3 has been applied, since it is
not deactivated for Queue
(/opt/rt3/bin/../local/lib/RT/Scrip_Overlay.pm:378)
[Mon Mar 30 15:21:18 2009] [debug]: RT::Ticket=HASH(0xadd4afc) tried to load
a bogus ticket: 2443 (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:172)
[Mon Mar 30 15:21:18 2009] [crit]: HasRight called with no valid object
(/opt/rt3/
