Re: [rt-users] rt-4.0.8 - Custom Field Values Sources will not change once selected

[Jim Lesinski]

Thanks - That looks like the issue I am seeing too.


On Thu, Jan 17, 2013 at 5:45 PM, Kevin Falcone wrote:

> On Thu, Jan 17, 2013 at 05:11:14PM -0500, Jim Lesinski wrote:
> >I made a custom field values source to look up data directly from the
> database. My code is
> >working well, however, once I select my custom code in the custom
> field settings under "Field
> >values source:" and save my selection, I can then no longer edit the
> drop down value to select
> >"Provide a list of values below" again. It seems that when clicking
> "Save Changes", it simply
> >doesn't save the changes to the Field values source field.
>
> >I looked at the customfields table in the database, and sure enough
> even after changing the
> >settings the valuesclass field still contained
> RT::CustomFieldValues::Groups. I removed this
> >value directly from the DB and the field then reverted back to
> "Provide a list of values
> >below".
> >Can anyone else confirm this issue? If so I can open a bug.
>
> As far as I know, this is a known bug.  The proposed patch has some
> flaws though.
> http://issues.bestpractical.com/Ticket/Display.html?id=18274
>
> -kevin
>

[rt-users] Using RT for tickets opened by phone - RT 4.0.8

[Jim Lesinski]

Hello,

What is the process that people are using to add new users to the RT system
when taking a phone call? For example you receive a call from a person who
is not currently in the RT users list. Would your helpdesk agent then go to
Tools - Configuration - Users - Create and create a new user profile, and
then go back and create a new ticket for that user?

Or, would you simply configure the system to create a profile when entering
a new email address in a ticket and go back and update information after
taking the call?

The process seems a bit disconnected, which seems most likely due to RT's
email based origin. It would be great if there was a way to create a user
profile from the ticket screen. I am just wondering how people are handling
this when taking a call.

Thanks!
Jim

Re: [rt-users] RT-4.0.8 Basics and Details menu - css issue?

[Jim Lesinski]

Hmm... When I went to check the version, it updated automatically
to Version 23.0.1271.64 m, and now the menu works properly.

I was under the impression that Chrome updated automatically in the
background so it was always up to date. (I feel silly)

So I guess that is solved.

Thanks,
Jim


On Wed, Nov 7, 2012 at 4:35 PM, Thomas Sibley  wrote:

> On 11/07/2012 01:20 PM, Jim Lesinski wrote:
> > Does anyone else have an issue with the menu shifting for Basics and
> > Details in Chrome?
> >
> > There's also issues with the menu on display.html. It seems like the
> > first item gets pushed down a row.
>
> I've noticed this recently in development, but it doesn't happen
> consistently and I haven't tracked down what causes it.
>
> It could be either an RT change or a Chrome update which changes
> rendering.  What exact version of Chrome are you seeing this in?  I'm
> using 22.0.1229.94.
> 
> We're hiring! http://bestpractical.com/jobs
>

We're hiring! http://bestpractical.com/jobs

[rt-users] RT-4.0.8 Basics and Details menu - css issue?

[Jim Lesinski]

Does anyone else have an issue with the menu shifting for Basics and
Details in Chrome?

It seems to work fine in IE9.

[image: Inline image 1]

There's also issues with the menu on display.html. It seems like the first
item gets pushed down a row.

[image: Inline image 2]

Thanks,
Jim
<><>
We're hiring! http://bestpractical.com/jobs

Re: [rt-users] bulk ticket creation with support for child tickets

[Jim Lesinski]

Darin,

Check out this scrip:
http://requesttracker.wikia.com/wiki/DivideTicketIntoSubtasks

"This scrip action creates tickets for each list item for each task the
main ticket 
DependsOn.
It handles lists with dash or asterisk bullets:"

Coupling this scrip with the JS Gantt extension should give you a decent
foundation to create a project via email. It won't handle dates or
assignees but you could do that after the initial outline is created.

Jim

On Mon, Oct 22, 2012 at 4:40 PM, Darin Perusich  wrote:

> Hello All,
>
> Is there anyway to create a large number of tickets with the ability
> to set a parent/children relationships? I use RT a lot as a project
> management tool with one top-level ticket with lots of child tickets,
> and children of children and having a way to create these tickets
> quickly would be ideal. One thought I have would be an ajax page which
> interfaces with the REST interface for ticket creation.
>
> Has anyone given this any thought or possible even have code they'd be
> willing to share?
>
> thanks!
>
> --
> Later,
> Darin
>
> 
> Final RT training for 2012 in Atlanta, GA - October 23 & 24
>   http://bestpractical.com/training
>
> We're hiring! http://bestpractical.com/jobs
>


Final RT training for 2012 in Atlanta, GA - October 23 & 24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

[rt-users] QuickUpdate shows all status values for all lifecycles - rt 4.0.7

[Jim Lesinski]

Hello,

  Is there some way to make the quick update plugin only show the
correct status values for the current queue's lifecycle? Currently the
Quick Update plugin shows all status values from all lifecycles.

Thanks,
Jim


Final RT training for 2012 in Atlanta, GA - October 23 & 24
  http://bestpractical.com/training

We're hiring! http://bestpractical.com/jobs

[rt-users] RT development environment set up

[Jim Lesinski]

As I am currently looking at making some customizations to the create and 
update pages, I am wondering if someone can provide input about the set up of 
an RT dev environment? I have a complete system I can do the work on and I am 
wondering what IDE would be recommended and any other advice people have.

I have been reading up on customizations and had made most if my changes win 
either KWRite or vi/nano up to this point. 



Thanks,
Jim Lesinski

Re: [rt-users] Callback to redirect page in Create.html

[Jim Lesinski]

And here is what I ended up figuring out... Maybe that will even help you
Paul so you don't have to have a local Create.html

<%init>

my $ARGSRef = $ARGS{'ARGSRef'};

my $QueueObj = new RT::Queue($session{'CurrentUser'});
$QueueObj->Load($ARGSRef->{'Queue'});

if($QueueObj->Name eq 'WhateverQueue')
{
 $m->redirect('/Tickets/MyCustomPage.html');
}

<%ARGS>




On Tue, Jun 12, 2012 at 2:07 PM, Jim Lesinski wrote:

> I see the line:
> my $Queue = $ARGS{Queue};
>
> but honestly I can't seem to figure out how to get it to work in the Init
> file. Could you show a simple example of it's use?
>
>
> On Tue, Jun 12, 2012 at 11:36 AM, Thomas Sibley wrote:
>
>> On 06/12/2012 11:27 AM, Jim Lesinski wrote:
>> > I had thought about doing that but it seemed like there would be some
>> > way to access the queue from the ARGSRef. It's good to know that is an
>> > option.
>>
>> Of course you can access the queue via the values in $ARGSRef.  Look at
>> how the Ticket/Create.html page does it right below the Init callback
>> line.
>>
>>
>

Re: [rt-users] Callback to redirect page in Create.html

[Jim Lesinski]

I see the line:
my $Queue = $ARGS{Queue};

but honestly I can't seem to figure out how to get it to work in the Init
file. Could you show a simple example of it's use?


On Tue, Jun 12, 2012 at 11:36 AM, Thomas Sibley wrote:

> On 06/12/2012 11:27 AM, Jim Lesinski wrote:
> > I had thought about doing that but it seemed like there would be some
> > way to access the queue from the ARGSRef. It's good to know that is an
> > option.
>
> Of course you can access the queue via the values in $ARGSRef.  Look at
> how the Ticket/Create.html page does it right below the Init callback line.
>
>

Re: [rt-users] Callback to redirect page in Create.html

[Jim Lesinski]

I had thought about doing that but it seemed like there would be some way
to access the queue from the ARGSRef. It's good to know that is an option.

How are you handling custom field layout in your CreateNew.html then?
Ideally I would like to modify the layout of some custom fields or maybe
put them into their own section. It looks like the fields are all rendered
in /Ticket/Elements/EditCustomFields.

What is the best practice there?

Thanks,
Jim

On Tue, Jun 12, 2012 at 3:29 AM, Renney, Paul wrote:

>  Jim,
>
> I did it the following way in RT 4.0.5:
>
> Copied share/html/Ticket/Create.html into the local/html/Ticket directory,
> changed the Init callback line in Create.html to make:
>
> $m->callback( CallbackName => "Init", ARGSRef => \%ARGS, QueueObj =>
> QueueObj );
>
> Copied original Create.html into local directory and renamed original
> Create.html to another name (CreateNew.html).
>
> In the callback you described
> (local/html/Callbacks/MYNAME/Ticket/Create.html/Init) I have:
>
> <%init>
> if ($Queueobj->Name eq 'Custom Queue Name'){
>  $m->redirect($RT::WebURL."Ticket/CreateNew.html?Queue=".$QueueObj->id);
> }
> 
>
> <%ARGS>
>   $QueueObj => undef
> 
>
> The WebURL part is probably not needed, and I'm not sure what the ARGS
> section does, but I don't want to change it now as it works. Apologies if
> there are any typos, I'm copying it across manually from another terminal.
>
> Regards,
> Paul
>
>  --
> *From:* rt-users-boun...@lists.bestpractical.com [
> rt-users-boun...@lists.bestpractical.com] on behalf of Jim Lesinski [
> jim.lesin...@gmail.com]
> *Sent:* 11 June 2012 23:39
> *To:* rt-users@lists.bestpractical.com
> *Subject:* [rt-users] Callback to redirect page in Create.html
>
>  Hello,
>
>  Can anyone offer any insight about creating a Callback in Create.html to
> redirect to a custom create page an a per queue basis? I believe I have the
> correct callback in:
>
>  /opt/rt4/local/html/Callbacks/MYNAME/Ticket/Create.html/Init
>
>  and I am able to perform the redirect, but can't seem to get the queue
> name properly to test the queue name. I am thinking it would be something
> like
>
>  <%init>
> %if ($Queueobj->Name eq 'Whatever'){
>  $m->redirect('/Tickets/custom.html');
> }
> 
>
>
>  the redirect portion works fine, I just don't know how to get the queue
> name. If anyone wants to offer up an end to end solution including an
> example custom page that would be even better!
>
>  Thanks,
> Jim
>
> Think green - keep it on the screen. This e-mail and any attachment is for
> authorised use by the intended recipient(s) only. It may contain
> proprietary material, confidential information and/or be subject to legal
> privilege. It should not be copied, disclosed to, retained or used by, any
> other party. If you are not an intended recipient then please promptly
> delete this e-mail and any attachment and all copies and inform the sender.
> Thank you.
>

[rt-users] Callback to redirect page in Create.html

[Jim Lesinski]

Hello,

Can anyone offer any insight about creating a Callback in Create.html to
redirect to a custom create page an a per queue basis? I believe I have the
correct callback in:

/opt/rt4/local/html/Callbacks/MYNAME/Ticket/Create.html/Init

and I am able to perform the redirect, but can't seem to get the queue name
properly to test the queue name. I am thinking it would be something like

<%init>
%if ($Queueobj->Name eq 'Whatever'){
 $m->redirect('/Tickets/custom.html');
}



the redirect portion works fine, I just don't know how to get the queue
name. If anyone wants to offer up an end to end solution including an
example custom page that would be even better!

Thanks,
Jim

Re: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user

[Jim Lesinski]

Absolutely no problem. Do you want me to do anything with the original
ticket?  [rt3 #19056]

It seems that these two issues I am experiencing are related to the same
underlying issue. I can open a separate ticket for this or update that
ticket if you feel it is appropriate.


On Tue, Mar 13, 2012 at 11:28 AM, Kevin Falcone
wrote:

> On Mon, Mar 12, 2012 at 10:47:10PM -0400, Jim Lesinski wrote:
> >Yep. In fact I was just looking at this issue and I traced the error
> out to line 311 in
> >Principals.pm, which is the section of code below. If I just stick a
> "return 1;" above that
> >section of code everything works. Coincidentally, I believe that this
> will also fix another
> >bug I submitted [rt3 #19056] regarding permissions and the
> autocomplete custom field when not
> >using a custom data source.
> >Anyway, it has something to do with this bit of code about caching
> but my perl is to newb for
> >a proper fix :)
> >Hope that is helpful.
>
> Do you mind turning your replication recipe into a real bug report at
> rt-bugs @ bestpractical.com ?  Mention that you tested the branch and
> it didn't help, it sounds like we need some extensions to that branch.
>
> Thanks for finding some interesting corner cases
>
> -kevin
>
> >
> >  # Construct a hashkeys to cache decisions:
> >
> >
> >  # 1) full_hashkey - key for any result and for full combination of uid,
> right and objects
> >
> >
> >  # 2) short_hashkey - one key for each object to store positive results
> only, it applies
> >
> >
> >  # only to direct group rights and partly to role rights
> >
> >
> >  my $full_hashkey = join (";:;", $self->id, $args{'Right'});
> >
> >
> >  foreach ( @{ $args{'EquivObjects'} } ) {
> >
> >
> >  my $ref_id = $self->_ReferenceId($_);
> >
> >
> >  $full_hashkey .= ";:;".$ref_id;
> >
> >
> >
> >  my $short_hashkey = join(";:;", $self->id, $args{'Right'},
> $ref_id);
> >
> >
> >  my $cached_answer = $_ACL_CACHE->fetch($short_hashkey);
> >
> >
> >  return $cached_answer > 0 if defined $cached_answer;
> >
> >
> >  }
> >
> >
> >
> >  {
> >
> >
> >  my $cached_answer = $_ACL_CACHE->fetch($full_hashkey);
> >
> >
> >  return $cached_answer > 0 if defined $cached_answer;
> >
> >
> >  }
> >
> >
> >
> >  my ( $hitcount, $via_obj ) = $self->_HasRight(%args);
> >
> >
> >
> >  $_ACL_CACHE->set( $full_hashkey => $hitcount ? 1 : -1 );
> >
> >
> >  $_ACL_CACHE->set( join(';:;',  $self->id, $args{'Right'},$via_obj)
> => 1 )
> >
> >
> >  if $via_obj && $hitcount;
> >
> >
> >
> >  return ($hitcount);
> >
> >
> >On Mon, Mar 12, 2012 at 10:22 PM, Kevin Falcone <[1]
> falc...@bestpractical.com> wrote:
> >
> >  On Mon, Mar 12, 2012 at 06:52:00PM -0400, Jim Lesinski wrote:
> >  > get the branch name to work because it included a forward slash
> so I used the commit id...
> >  > Maybe someone can chime in?
> >  > This didn't work: git format-patch
> rt-4.0.5..4.0/context-on-custom-fields --stdout >
> >  > fields.patch
> >  > git format-patch
> >  >
> 94acf9055ccb6a7368d539dcc8f1d2684016e8ef..2b3265a91a4e5e8cdf724ea218ea30fa501f73b2
> >  --stdout >
> >  > fields.patch
> >
> >  It's not the forward slash, those are absolutely legal, the problem
> is
> >  that you had no local copy of the branch.
> >
> >  git checkout 4.0/context-on-custom-fields
> >  git format-patch 4.0-trunk or git format-patch rt-4.0.5
> >  will get you the 4 patches (your --stdout > file.patch would work
> >  too). Although your incant *should* have created the correct set of
> >  files.
> >
> >  After applying the patches, clearing your mason cache and restarting
> >  apache, are you still seeing a warning in the debug logs?
> >
> >  -kevin
> >  > 5. Change to the RequestTracker install directory
> >  > cd /opt/rt4
> >  > 6. This shows what changes are in the patch:
> >  > git apply --stat /tmp/patch/stable/fields.patch
> >  > 7. This allows you 

Re: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user

[Jim Lesinski]

Hi All,

I created and applied a patch using rt-4.0.5 (the version I am on) and the
4.0/context-on-custom-fields branch and it does not seem to have fixed the
issue at all. I outlined the steps I used to make a patch just in case that
is incorrect, but I did check the files that were changed and they do have
the additional lines added and removed where I would expect them.

Any other ideas?

Thanks,
Jim



HOW TO MAKE A GIT PATCH (or at least how I made it )

BACK UP YOUR REQUEST TRACKER DIRECTORY

In this example I am making a patch for the rt-4.0.5 tagged version using
the 4.0/context-on-custom-fields branch

1. Change to a directory to work in like /tmp/patch or something
cd /tmp
md patch
cd patch


2. Clone the latest stable version
git clone https://github.com/bestpractical/rt.git -b stable

3. Change to the stable directory
cd stable

4. Make a patch from the two branch names or a tag name and a branch name.
In the case below, I could not
get the branch name to work because it included a forward slash so I used
the commit id... Maybe someone can chime in?
This didn't work: git format-patch rt-4.0.5..4.0/context-on-custom-fields
--stdout > fields.patch

git format-patch
94acf9055ccb6a7368d539dcc8f1d2684016e8ef..2b3265a91a4e5e8cdf724ea218ea30fa501f73b2
--stdout > fields.patch


5. Change to the RequestTracker install directory
cd /opt/rt4

6. This shows what changes are in the patch:
git apply --stat /tmp/patch/stable/fields.patch


7. This allows you to try out the patch:
git apply --check /tmp/patch/stable/fields.patch


8. And Finally this applies the patch:
git apply -v /tmp/patch/stable/fields.patch

On Mon, Mar 5, 2012 at 12:11 PM, Kevin Falcone wrote:

> On Mon, Mar 05, 2012 at 08:58:40AM -0500, Jim Lesinski wrote:
> >I copied over the changed files from the branch you suggested into
> >/local/lib/RT/CustomField.pm
> >/local/lib/RT/Interface/Web.pm
> >/local/lib/RT/Transaction.pm
> >Then I cleared the mason cache and restarted apache. I ended up with
> this error.
>
> Unfortunately, 4.0/context-on-custom-fields predates some work we did
> in 4.0.5, so copying the files will take out code we added later.
> You really want to apply patches (or do a local merge of that branch)
> rather than trying to pull full files out of it.
>
> Github will show you what changes you'd need to apply here, but I'm
> not sure how to get it to give you a patch file.
>
>
> https://github.com/bestpractical/rt/compare/stable...4.0%2Fcontext-on-custom-fields
>
> -kevin
>
> >error:  Undefined subroutine
> &HTML::Mason::Commands::MaybeRedirectToApproval called at
> >/opt/rt4/share/html/Ticket/autohandler line 14.
> >context:...
> >10: |(? >11: $
> >12: }ix;
> >13:
> >14: MaybeRedirectToApproval(
> >15: Whitelist => $whitelist,
> >16: ARGSRef => \%ARGS,
> >17: );
> >18:
> >...
> >code stack: /opt/rt4/share/html/Ticket/autohandler:14
> >/opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538
> >/opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285
> >/opt/rt4/share/html/autohandler:53
> >
> >Have I done something wrong? Must I overwrite these files instead of
> adding to the local
> >directory? I did move the files manually into my local copy of 4.0.5
> but I thought that would
> >work.
> >Thanks for the help. I am thinking a work around would be to just
> assign permissions to the
> >field. Maybe I should just wait for 4.0.6.
> >Jim
> >On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov <[1]
> r...@bestpractical.com> wrote:
> >
> >  Hi,
> >
> >  You need fixes from 4.0/context-on-custom-fields branch.
> >  On Tue, Feb 28, 2012 at 20:32, Jim Lesinski <[2]
> jim.lesin...@gmail.com> wrote:
> >  > I turned on debug (*new to me) and it looks like this is the
> relevant error
> >  > in the logs:
> >  >
> >  > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no
> >  > SeeCustomField right on CF #13
> >  >
> >  > If I assign SeeCustomField directly to the custom field (#13) for
> RTUser,
> >  > then the autocomplete value works.
> >  >
> >  > Maybe I am missing something here with permissions... Should I be
> assigning
>

Re: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user

[Jim Lesinski]

I copied over the changed files from the branch you suggested into

/local/lib/RT/CustomField.pm
/local/lib/RT/Interface/Web.pm
/local/lib/RT/Transaction.pm


Then I cleared the mason cache and restarted apache. I ended up with this
error.


*error:* Undefined subroutine
&HTML::Mason::Commands::MaybeRedirectToApproval called at
/opt/rt4/share/html/Ticket/autohandler line 14.
*context:* *...* *10:* |(? $whitelist,*16:* ARGSRef =>
\%ARGS,*17:* );*18:* *...* *code stack:*
/opt/rt4/share/html/Ticket/autohandler:14
/opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:538
/opt/rt4/sbin/../local/lib/RT/Interface/Web.pm:285
/opt/rt4/share/html/autohandler:53


Have I done something wrong? Must I overwrite these files instead of adding
to the local directory? I did move the files manually into my local copy of
4.0.5 but I thought that would work.

Thanks for the help. I am thinking a work around would be to just assign
permissions to the field. Maybe I should just wait for 4.0.6.

Jim





On Wed, Feb 29, 2012 at 6:29 AM, Ruslan Zakirov wrote:

> Hi,
>
> You need fixes from 4.0/context-on-custom-fields branch.
>
> On Tue, Feb 28, 2012 at 20:32, Jim Lesinski 
> wrote:
> > I turned on debug (*new to me) and it looks like this is the relevant
> error
> > in the logs:
> >
> > Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no
> > SeeCustomField right on CF #13
> >
> > If I assign SeeCustomField directly to the custom field (#13) for RTUser,
> > then the autocomplete value works.
> >
> > Maybe I am missing something here with permissions... Should I be
> assigning
> > group or specific user permissions on a field by field basis? Up until
> now I
> > had only put users in groups and assigned group permissions to queues. I
> do
> > have a couple nested groups as well, but no permissions explicitly
> defined
> > on a per field basis. It seems like it should be working though since it
> > does work for other field types, just not autocomplete.
> >
> >
> >
> >
> >
> > On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov 
> > wrote:
> >>
> >> Hi,
> >>
> >> Anything in debug logs when this doesn't work?
> >>
> >>
> >> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski 
> >> wrote:
> >> > The user (RTuser) is Privileged.
> >> >
> >> > Here is an outline of the permissions assigned to RTUser:
> >> >
> >> > RTUser is a member of a GroupA that has OwnTicket, StealTicket and
> >> > TakeTicket rights on the queue1.
> >> >
> >> > GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket,
> >> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket
> >> > permissions
> >> > on queue1.
> >> >
> >> > To test permissions, I just now assigned every single permission to
> >> > RTUser
> >> > on the General Rights, Rights for Staff, and Rights for Administrators
> >> > tabs
> >> > to RTUser for queue1 and still the autocomplete values do not
> populate.
> >> >
> >> > If I go to Tools - Configuration - Global - User Rights and add RTUser
> >> > and
> >> > then check in "Do anything and everything", the autocomplete values
> work
> >> > for
> >> > groups.pm.
> >> >
> >> >
> >> >
> >> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley <
> t...@bestpractical.com>
> >> > wrote:
> >> >>
> >> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote:
> >> >> >> I have set up a custom data source for a custom field as outlined
> >> >> >> in external_custom_fields.pod. It seems that everything works fine
> >> >> >> and
> >> >> >> I get
> >> >> >> pick list data populated into the custom field for all field types
> >> >> >> when
> >> >> >> logged in as an account with root privileges. However, if I switch
> >> >> >> to
> >> >> >> an
> >> >> >> account that has non-root privileges, all the fields types work as
> >> >> >> expected
> >> >> >> other than the autocomplete field type. For some reason this field
> >> >> >> type
> >> >> >> returns no data when I am logged in as a non-root user account.
> >> >> [snip]
> >> >> >> Has anyone else run into this? Can someone else verify this in
> their
> >> >> >> environment?
> >> >> >>
> >> >> >
> >> >> > http://issues.bestpractical.com/Ticket/Display.html?id=16946
> >> >>
> >> >> To clarify, that bug applies to Self Service (unprivileged) users
> only.
> >> >>  It's not clear if your non-root user accounts that you tested with
> are
> >> >> privileged or unprivileged.  If they are privileged, autocomplete CFs
> >> >> should work just fine.
> >> >>
> >> >> Thomas
> >> >> 
> >> >> RT Training Sessions (
> http://bestpractical.com/services/training.html)
> >> >> * Boston  March 5 & 6, 2012
> >> >
> >> >
> >> >
> >> > 
> >> > RT Training Sessions (http://bestpractical.com/services/training.html
> )
> >> > * Boston — March 5 & 6, 2012
> >>
> >>
> >>
> >> --
> >> Best regards, Ruslan.
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user

[Jim Lesinski]

I turned on debug (*new to me) and it looks like this is the relevant error
in the logs:

Feb 28 11:22:11 buf-rtdev RT: Permission denied. User #63 has no
SeeCustomField right on CF #13

If I assign SeeCustomField directly to the custom field (#13) for RTUser,
then the autocomplete value works.

Maybe I am missing something here with permissions... Should I be assigning
group or specific user permissions on a field by field basis? Up until now
I had only put users in groups and assigned group permissions to queues. I
do have a couple nested groups as well, but no permissions explicitly
defined on a per field basis. It seems like it should be working though
since it does work for other field types, just not autocomplete.





On Tue, Feb 28, 2012 at 10:46 AM, Ruslan Zakirov wrote:

> Hi,
>
> Anything in debug logs when this doesn't work?
>
>
> On Tue, Feb 28, 2012 at 19:38, Jim Lesinski 
> wrote:
> > The user (RTuser) is Privileged.
> >
> > Here is an outline of the permissions assigned to RTUser:
> >
> > RTUser is a member of a GroupA that has OwnTicket, StealTicket and
> > TakeTicket rights on the queue1.
> >
> > GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket,
> > ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket
> permissions
> > on queue1.
> >
> > To test permissions, I just now assigned every single permission to
> RTUser
> > on the General Rights, Rights for Staff, and Rights for Administrators
> tabs
> > to RTUser for queue1 and still the autocomplete values do not populate.
> >
> > If I go to Tools - Configuration - Global - User Rights and add RTUser
> and
> > then check in "Do anything and everything", the autocomplete values work
> for
> > groups.pm.
> >
> >
> >
> > On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley 
> > wrote:
> >>
> >> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote:
> >> >> I have set up a custom data source for a custom field as outlined
> >> >> in external_custom_fields.pod. It seems that everything works fine
> and
> >> >> I get
> >> >> pick list data populated into the custom field for all field types
> when
> >> >> logged in as an account with root privileges. However, if I switch to
> >> >> an
> >> >> account that has non-root privileges, all the fields types work as
> >> >> expected
> >> >> other than the autocomplete field type. For some reason this field
> type
> >> >> returns no data when I am logged in as a non-root user account.
> >> [snip]
> >> >> Has anyone else run into this? Can someone else verify this in their
> >> >> environment?
> >> >>
> >> >
> >> > http://issues.bestpractical.com/Ticket/Display.html?id=16946
> >>
> >> To clarify, that bug applies to Self Service (unprivileged) users only.
> >>  It's not clear if your non-root user accounts that you tested with are
> >> privileged or unprivileged.  If they are privileged, autocomplete CFs
> >> should work just fine.
> >>
> >> Thomas
> >> 
> >> RT Training Sessions (http://bestpractical.com/services/training.html)
> >> * Boston  March 5 & 6, 2012
> >
> >
> >
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston — March 5 & 6, 2012
>
>
>
> --
> Best regards, Ruslan.
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user

[Jim Lesinski]

The user (RTuser) is Privileged.

Here is an outline of the permissions assigned to RTUser:

RTUser is a member of a GroupA that has OwnTicket, StealTicket and
TakeTicket rights on the queue1.

GroupA is a member of GroupB, which has CommentOnTicket, CreateTicket,
ReplyToTicket, Watch, SeeCustomField, SeeQueue, and ShowTicket permissions
on queue1.

To test permissions, I just now assigned every single permission to RTUser
on the General Rights, Rights for Staff, and Rights for Administrators tabs
to RTUser for queue1 and still the autocomplete values do not populate.

If I go to Tools - Configuration - Global - User Rights and add RTUser and
then check in "Do anything and everything", the autocomplete values work
for groups.pm.



On Tue, Feb 28, 2012 at 10:03 AM, Thomas Sibley wrote:

> On 02/28/2012 09:17 AM, Ruslan Zakirov wrote:
> >> I have set up a custom data source for a custom field as outlined
> >> in external_custom_fields.pod. It seems that everything works fine and
> I get
> >> pick list data populated into the custom field for all field types when
> >> logged in as an account with root privileges. However, if I switch to an
> >> account that has non-root privileges, all the fields types work as
> expected
> >> other than the autocomplete field type. For some reason this field type
> >> returns no data when I am logged in as a non-root user account.
> [snip]
> >> Has anyone else run into this? Can someone else verify this in their
> >> environment?
> >>
> >
> > http://issues.bestpractical.com/Ticket/Display.html?id=16946
>
> To clarify, that bug applies to Self Service (unprivileged) users only.
>  It's not clear if your non-root user accounts that you tested with are
> privileged or unprivileged.  If they are privileged, autocomplete CFs
> should work just fine.
>
> Thomas
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] rt 4.0.5 - Autocomplete field type for external custom field does not work for non root user

[Jim Lesinski]

Hello,

Running RT4.0.5, Internet explorer 9, Chrome, Firefox

I have set up a custom data source for a custom field as outlined
in external_custom_fields.pod. It seems that everything works fine and I
get pick list data populated into the custom field for all field types when
logged in as an account with root privileges. However, if I switch to an
account that has non-root privileges, all the fields types work as expected
other than the autocomplete field type. For some reason this field type
returns no data when I am logged in as a non-root user account. I have
tested this with the default example external custom field file "Groups.pm"
by adding the line below to my RT_SiteConfig.pm

Set(@CustomFieldValuesSources, "RT::CustomFieldValues::Groups");

I then set up a test field as outlined in the attached screen shots and
tried is as both a root and non-root account. I know the obvious answer
would be that I have permissions set up incorrectly for the non-root
account, but if that is true then why would simply changing the field type
make it work correctly and allow the values to show up?

Has anyone else run into this? Can someone else verify this in their
environment?

Thanks!
Jim
<><>
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?

[Jim Lesinski]

Thanks Kevin. I did in fact misinterpret the meaning of the field then as I
thought it meant to fill the drop down values from a web service. I didn't
realize it was referring to an iFrame.


On Mon, Feb 6, 2012 at 4:42 PM, Kevin Falcone wrote:

> On Mon, Feb 06, 2012 at 11:32:47AM -0500, Jim Lesinski wrote:
> >There seems to be a lot of confusion about what I am asking. I am
> sorry if I am not making
> >myself clear. Please check out the attached image which shows exactly
> what I am looking at.
> >Maybe I am interpreting it wrong, but the field Jeff describes is not
> the one I am asking
> >about. I am referring to the field below it called "Include Page"
> which states:
> >
> >"RT can include content from another web service when showing this
> custom field. Fill in this
> >field with a URL. RT will replace __id__ and __CustomField__ with the
> record's id and the
> >custom field's value, respectively. Some browsers may only load
> content from the same domain
> >as your RT server."
> >This seems to imply to me that the custom field can in fact include
> values from a web service.
> >Or does this mean that it can render content in an iFrame or
> something? If someone can clarify
> >what that field does I think that would be all I need.
>
> This means that you can render content into an iframe using the value
> of the custom field.
>
> If your user selected "Foo" from a custom field, RT can make a call to
> an external webservice with Foo and some other information and then
> iframe the data into Ticket/Display.html (assuming you don't violate
> any of the security restrictions on iframes).
>
> If you want to control the values of a custom field, you will need to
> read the docs/extending/external_custom_fields.pod document you
> referenced earlier.
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston — March 5 & 6, 2012
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] rt-4.0.5 - How to populate a custom field using a web service?

[Jim Lesinski]

Hi Joe, that's good information but I am looking to be able to use the web 
service to populate the autocomplete values for one specific RT CustomField 
within RT. When you are setting up a custom field the screen even says that you 
can use a web service to populate the field's values, but I am not sure how to 
do that and I cannot find documentation.

Thanks,
Jim Lesinski


On Feb 6, 2012, at 7:19 AM, Joe Harris  wrote:

>> I am looking at rt-4.0.5 and it seems that you can tie a custom field into a
>> web service.
> 
> I created a PHP web form to try and drive requestors to put in the
> proper information.  What I provided was a drop down box to show
> custom fields pulled from the RT database and then build a email to be
> sent to the queue the user chose.
> 
>> Is there any documentation about using a webservice or does someone have an
>> example of its use? Or if someone has details about doing something like I
>> described above using another method I'd love to hear about that too.
> 
> The following is the PHP code I used to pull the info (billing codes)
> from the customfieldvalues table where the ID of the custom field I am
> using is 1.  Since this is a field that has a parent/child
> relationship, this creates an option group heading with the selectable
> fields in the drop down box under each option group.  If you have just
> one field and no relationships, it is much more simple.  This requires
> a database connection string which is in a file outside of my web
> directory.  I know this may not be exactly what you are looking for,
> but the main part you are asking about I believe the part you are
> looking for specifically is down at the end of building the message
> where the custom fields are pushed into the email with commandbymail.
> Note, I found out the custom fields could NOT have any spaces in them
> for commandbymail to function.  I hope this helps and is not too
> confusing.  I am quite sure some of this could be done more
> efficiently.  I am not a developer.  I have a good understanding of
> php, but not always the most efficient way.
> 
> ---connection_file---
>  $host = "database_server";
> $user = "postgres";
> $pass = "dbpassword";
> $db = "rtdb";
> $conn_rtdb = pg_connect("host=$host dbname=$db user=$user
> password=$pass") or die("Couldn't Connect to $db".pg_last_error());
> ?>
> ---connection_file---
> ---ticket_form---
>  //set page action based on how the user gets to the page (sendMail or 
> showForm)
> $action = $_REQUEST['action'];
> global $action;
> ---form_code---
> function showForm() {
> include('/path/to/connection_file');
> $getclientproject = pg_query($conn_rtdb, "select name from
> customfieldvalues where customfield=1 order by name")or die("Get
> ClientProject " . pg_last_error());
>$fields=pg_num_fields($getclientproject);
>echo "Task Code";
>echo "Select...";
>for ($i=0; $i < pg_num_fields($getclientproject); $i++)
>while ($row = pg_fetch_row($getclientproject)) {
>for ($f=0; $f < $fields; $f++) {
>echo "$row[$f]";
>$gettaskcodes = pg_query($conn_rtdb, "select c.name from
> customfieldvalues a,attributes b,customfieldvalues c where
> a.name=b.content and b.objectid=c.id and b.content='$row[$f]' order by
> c.name,c.sortorder")or die("Get Codes ".pg_last_error());
>$fields=pg_num_fields($gettaskcodes);
>for ($i=0; $i < pg_num_fields($gettaskcodes); $i++)
>while ($row = pg_fetch_row($gettaskcodes)) {
>for ($f=0; $f < $fields; $f++) {
>echo "$row[$f]";
>echo "";
>}}
>echo "";
>}}
> echo "";
> }
> //end action showForm
> ?>
> ---form_code---
> 
> Then I gather the form data to be pushed into RT as an email.  I use
> the commandbymail plugin to allow fields to be populated via email.
> Then I build the email with PHP code to send to RT:
> 
> ---form_submit---
>  function sendMail()
> {
> include("/path/to/connection_file");
> // Gather form data... each item that is pulled had its own field in
> the web form
> $to = $_REQUEST['sendto'] ; //whatever queue they chose in a dropdown
> box on the web form
> $from = "$_REQUEST['from_email']" ;
> $project = $_REQUEST['Project'] ;
> $priority = $_REQUEST['Priority'] ;
> $duedate = $_REQUEST['duedate'] ;
> $time = $_RE

[rt-users] rt-4.0.5 - How to populate a custom field using a web service?

[Jim Lesinski]

Hello,

I am looking at rt-4.0.5 and it seems that you can tie a custom field into
a web service. I am curious about using this method to populate an
autocomplete list for my custom field. Specifically I'd like to make an
autocomplete field which is populated with the name column of the AT_ASSETS
table using a SQL query like 'SELECT name, description FROM AT_ASSETS ORDER
BY name ASC' so that I can easily look up an asset and link it to my
ticket, so that I can use assets like a cmdb.

I am currently looking at /opt/rt4/docs/extending/external_custom_field.pod
and it seems like that solution may work, but it does not include any
detail about using a web service.

Is there any documentation about using a webservice or does someone have an
example of its use? Or if someone has details about doing something like I
described above using another method I'd love to hear about that too.

Thanks for your advice!
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?

[Jim Lesinski]

Sure. We're still looking at RT, but I am familiar with the concept of custom 
fields as they are used in various systems that we currently use (ie 
SharePoint, MSCRM, Umbraco, various others, etc)

Currently I am trying to understand what our options are for arranging the 
custom fields to capture data from both the end user (employee) submitting a 
request and the employee responding to the request.

As I understand it currently, we can integrate a custom web form via the rest 
interface to capture end user input.

Ideally I would like to arrange the default portal forms in something other 
than a single or two column layout. Additionally I would like to arrange the 
owners view of the fields to more than a single or two column layout.

I was hoping formtools would assist in achieving this. I have read other 
articles suggesting the use of a custom page which is redirected to based on 
the queue that is loaded.

Does that help?



Thanks,
Jim Lesinski


On Jan 31, 2012, at 10:18 AM, Bart  wrote:

> Hi,
> 
> Could you explain what your trying to achieve? Maybe we can give some input 
> on the options that you have (we're kinda shooting in the dark now).
> 
> A CF is an extra field which can have predefined input or contains open 
> input. It's considered extra information for a ticket.
> 
> In our case we have a set of the following CF's (as an example):
> Ticket type (incident, problem, change, etc.), done with a dropdown menu.
> Item A, B and C (CI items), done with a dropdown menu.
> Requestor organization, based on the organization set at the requestor we 
> fill this field with that value (handy for the ticket overview / search 
> capabilities).
> So I guess you could say that a CF adds information to a ticket, depending on 
> your scrips it could even set a comment upon setting a value in a CF.
> 
> 
> -- Bart
> 
> 
> Op 30 januari 2012 22:20 schreef Jim Lesinski  het 
> volgende:
> Are the custom fields used to push data into the tickets somehow? If so that 
> may be sufficient for our need.
> 
> Thanks,
> Jim Lesinski
> 
> 
> On Jan 30, 2012, at 7:28 PM, Kevin Falcone  wrote:
> 
> > On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote:
> >> Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If 
> >> there is documentation for this add on or an example of its use somewhere 
> >> that would be helpful.
> >
> > rt-extension-formtools is for building custom forms, not for modifying
> > the default layout of Ticket/Create.html or Ticket/Update.html
> >
> > -kevin
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > * Boston � March 5 & 6, 2012
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
> 

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?

[Jim Lesinski]

Are the custom fields used to push data into the tickets somehow? If so that 
may be sufficient for our need.

Thanks,
Jim Lesinski


On Jan 30, 2012, at 7:28 PM, Kevin Falcone  wrote:

> On Sun, Jan 29, 2012 at 07:52:27PM +0100, Jim Lesinski wrote:
>> Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If 
>> there is documentation for this add on or an example of its use somewhere 
>> that would be helpful. 
> 
> rt-extension-formtools is for building custom forms, not for modifying
> the default layout of Ticket/Create.html or Ticket/Update.html
> 
> -kevin
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston � March 5 & 6, 2012

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] RT::Authen::ExternalAuth cannot find LDAP users if they haven't logged in at least once.

[Jim Lesinski]

I have the ldap import plugin running and it does import new users and update 
existing information based on the options you set in config. You must set up a 
cron job for this.

Thanks,
Jim Lesinski


On Jan 30, 2012, at 11:24 AM, Bart  wrote:

> Hi,
> 
> Not sure if that's possible with ExternalAuth, it automatically creates a 
> user during login but doesn't sync the LDAP. (at least, like you I can't find 
> an option for it)
> 
> You'll probably need to run something separate from ExternalAuth to import 
> those users, this plugin might help with that:
> http://search.cpan.org/~falcone/RT-Extension-LDAPImport-0.31/lib/RT/Extension/LDAPImport.pm
> 
> 
> -- Bart
> 
> 
> Op 30 januari 2012 02:16 schreef Camron W. Fox  het 
> volgende:
> Alle,
> 
>So we've installed RT::Authen::ExternalAuth, but when we try to search
> for users to create groups and such, if the user hasn't logged in to RT
> at least once, they cannot be found. Here is the LDAP excerpt from
> RT_SiteConfig.PM:
> 
> Set(@Plugins, (qw(RT::Authen::ExternalAuth)));
> Set($ExternalAuthPriority,  [   'My_LDAP'
>]
> );
> Set($ExternalInfoPriority,  [   'My_LDAP'
>]
> );
> Set($ExternalAuthPriority,['My_LDAP']);
> Set($ExternalSettings,  {
> Set($ExternalSettings,  {
>'My_LDAP'   =>  {
>'type'  =>  'ldap',
>'server'=>  'admin.subaru.nao.ac.jp',
>'user'  =>  'cn=Manager,dc=subaru,dc=nao,dc=ac,dc=jp',
>'pass'  =>  'X',
>'base'  =>  'ou=people,dc=subaru,dc=nao,dc=ac,dc=jp',
>'filter'=>  '(objectClass=person)',
>'d_filter'  =>  '(employeeType=locked)',
>'tls'   =>  0,
>'ssl_version'   =>  3,
>'net_ldap_args' =>  [version =>  3   ],
># 'group'   =>  'GROUP_NAME',
># 'group_attr'  =>  'GROUP_ATTR',
>'attr_match_list'   =>  [   'Name',
>'EmailAddress'
>],
>'attr_map'  =>  {   'Name'  =>  'uid',
>'EmailAddress'  =>  'mail',
># 'Organization' =>
> 'physicalDeliveryOfficeName',
>'RealName'  =>  'cn',
>'ExternalAuthId'=> 'uid',
>'Gecos' => 'gecos'
># 'WorkPhone' => 'telephoneNumber',
># 'Address1' => 'streetAddress',
># 'City' => 'l',
># 'State' => 'st',
># 'Zip' => 'postalCode',
> 
># 'Country' => 'co'
>}
>}
> );
> 
>We've obviously missed something here, but we've spent the last couple
> days searching the docs/wiki/web and playing with RT_SiteConfig.pm but
> with no luck.
> 
> Best Regards,
> Camron
> 
> --
> Camron W. Fox
> Hilo Office
> High Performance Computing Group
> Fujitsu Management Services of America, Inc.
> E-mail: cw...@us.fujitsu.com
> 
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston  March 5 & 6, 2012
> 
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Boston � March 5 & 6, 2012

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] Rt 4.0.4 - can rt-extension-formtools modify layout of ticket fields?

[Jim Lesinski]

Can rt-extension-formtools allow modifying the field layout in RT4.0.4? If 
there is documentation for this add on or an example of its use somewhere that 
would be helpful. 

Thanks,
Jim Lesinski


RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston  March 5 & 6, 2012

Re: [rt-users] Auto change Queue on Take

[Jim Lesinski]

I just ran into similar issue and it seems that:

return 1 unless $self->TransactionObj->Type eq ‘Take’;

does not work in RT 4.0.4. I checked the Transactions table in the database
and it looks like the type is inserted as "Set" when clicking the Take
button. I found a CustomConditionSnippet for Take here:
http://requesttracker.wikia.com/wiki/CustomConditionSnippets

my $txn = $self->TransactionObj;
return 0 unless $txn->Type eq "Set";
return 0 unless $txn->Field eq "Owner";
return 0 unless $txn->OldValue == $RT::Nobody->id;
return 0 unless $txn->NewValue == $txn->Creator;
return 1;

This does work, but it also fires the scrip when assigning a ticket to
oneself while within a ticket if the owner was nobody.

Can anyone confirm whether or not $self->TransactionObj->Type eq
‘Take’; changed intentionally or if this is actually a bug?

Thanks!
Jim



On Tue, Oct 18, 2011 at 5:42 PM, Izz Abdullah wrote:

>  I found this on the wiki:
>
> http://requesttracker.wikia.com/wiki/AutoChangeQueue
>
> ** **
>
> and it appears we are already using it in variation, that is why I sought
> after it.  I finally found our version, exactly the same except for queue
> and group names, but it is not working.  Is it because we are
> authenticating via LDAP?  It is a 3.8.4 database moved to a RT4.0.2
> installation and upgraded, so the Scrip was already there.  It works in our
> current production (3.8.4), but not in the test 4.0.2.  Any ideas why this
> would not work automatically in 4.0.2 when nothing has changed EXCEPT
> authentication?
>
> ** **
>
> I still see my account list in mySQL and is listed as a member of the
> group in use and full access to the queue in use.  I have added some
> debuggers in.  I can see it start, but the after the:
>
> return 1 unless $self->TransactionObj->Type eq ‘Take’;
>
> there is another logger and it never shows up in the rt.log file.  It
> appears to never makes it past this point.
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  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

[rt-users] rt 4.0.4 scrip get current user default queue setting

[Jim Lesinski]

Hello,

I am working through a scrip to change change the queue to the current
user's default queue setting on Take. I have everything working when
setting to a static queue string, but I can't seem to get the current
user's default queue value.

It seems like it would be something like:
$self->TransactionObj->CreatorObj->DefaultQueue;

If someone could tell me how I can figure it out that would be great. I
would love to know where I can look to find out in the code, or via command
line. The Wiki on CreatorObj says "To Be continued'.

Maybe I am looking at the wrong class object?

Thanks,
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] RT 4.0.4 - Autocomplete values are case sensitive?

[Jim Lesinski]

Hello,

In RT 4.0.4 it seems that when filling out a single or multi-value custom
field, the results are case sensitive. Is this considered normal behavior?
I would think it would be preferable to be case insensitive when listing
the autocomplete results, but I can see where some may consider
case sensitivity an advantage.

Thanks,
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

Re: [rt-users] rt 4.0.4 (and possibly others) autocomplete custom field showing values from all other custom fields for non super user accounts?

[Jim Lesinski]

Hello,

I opened a bug for the issue I described below, but no one else has
confirmed that their install is behaving the same way. If someone out there
with a test install of rt 4.0.x (preferably 4.0.4) could try the steps
outlined below I would really appreciate it. It seems to occur in both of
my environments but I wanted to rule out my own issues ;).


Ok - From a clean rt 4.0.4

1. Log in as Root account
2. Create Queue1
3. Create CustomField1 as Type "Select one value" with Render Type
"Dropdown"
4. Add values to CustomField1
"CF1Value1", "CF1Value2","CF1Value3", "CF1Value4"
5. Create CustomField2 as Type "Select one value" with Render Type
"Dropdown"
6. Add values to CustomField2
"CF2Value1", "CF2Value2","CF2Value3", "CF2Value4"
7. Create CustomField3 as Type "Enter one value with Autocompletion" with
Render Type "Dropdown"
8. Add values to CustomField3
"CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"
9. Assign all of these fields to Queue1
10. Create a Group called Group1
11. Grant Group1 all permissions to Queue1 on General Rights and Rights for
Staff tab
12. Create a user named User1
13. Add User1 to Group1
14. Create a new ticket in Queue1 as the ROOT account and go to Field
CustomField3, Type 'C' and you should get
only "CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"
15. Log out, Log back in as User1 and Create a new record in Queue1. In
CustomField3 Type 'C' and you will see values
  "CF1Value1", "CF1Value2","CF1Value3", "CF1Value4"
  "CF2Value1", "CF2Value2","CF2Value3", "CF2Value4"
  "CF3Value1", "CF3Value2","CF3Value3", "CF3Value4"

Which are values from *all *of the custom fields, not just the
autocomplete values
specified in CustomField3. I am not sure how that could happen no matter
how wacky I made permissions are unless it is a bug.

16. Log out from User1
17. Log Back into the system as ROOT and grant User1 "Do Anything and
Everything" under Tools - Configuration - Global - User Rights - Rights for
administrators. Log out.
18. Log Back into the system as User1 and create a new ticket in Queue1. Go
to CustomField3 and type 'C'. You will now have the correct values for the
autocomplete field.



On Mon, Dec 12, 2011 at 2:21 PM, Jim Lesinski wrote:

> Hello,
>
> Can someone check to see if an Autocomplete custom field shows values from
> other custom fields in their RT 4.0.4 installation for non admin users? (By
> non admin I mean the user does not have "Anything and Everything"
> permission in the system.)
>
> When I am logged in as a non admin account and type in an autocomplete
> field I seem to get all values from all custom fields that meet the text
> criteria. If I grant this same user account "Anything and Everything"
> permission, the correct values are then populated in the autocomplete
> field. I have tested this on 2 different systems and I get the same results
> from both. Basically it seems like the dataset returned for the super user
> account is different than a non super user account.
>
> Can anyone else recreate this or verify that they have the same or
> different results?
>
> Thanks,
> Jim
>
>
>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] rt 4.0.4 (and possibly others) autocomplete custom field showing values from all other custom fields for non super user accounts?

[Jim Lesinski]

Hello,

Can someone check to see if an Autocomplete custom field shows values from
other custom fields in their RT 4.0.4 installation for non admin users? (By
non admin I mean the user does not have "Anything and Everything"
permission in the system.)

When I am logged in as a non admin account and type in an autocomplete
field I seem to get all values from all custom fields that meet the text
criteria. If I grant this same user account "Anything and Everything"
permission, the correct values are then populated in the autocomplete
field. I have tested this on 2 different systems and I get the same results
from both. Basically it seems like the dataset returned for the super user
account is different than a non super user account.

Can anyone else recreate this or verify that they have the same or
different results?

Thanks,
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] RT 4.0.4 - Single Value Autocomplete and Internet Explorer 8 and 9

[Jim Lesinski]

I noticed that a Single Value Automplete custom field does not seem to work
in RT 4.0.4 with Internet Explorer 8 and 9. In fact nothing comes up.
Multivalues works as expected and other browsers work with autocomplete.

Does any one else have this issue and possibly a work around.

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] Command by Mail - Enter Multiple values with Autocompletion

[Jim Lesinski]

Hello,

It seems like the Command by Mail plugin does not work with a Custom Field
of type "Enter Multiple values with Autocompletion". I created a field
named "Tags", but when I use Command by Mail to email even a single value
to it I get an Extended mailgate error:

Failed command 'tags: Connectivity'
Error message: Command 'tags' is unknown

I am running RT 4.0.4 currently. I appreciate any suggestions.

Thanks!
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston — March 5 & 6, 2012

[rt-users] How is RT-Extension-CustomField-HideEmptyValues supposed to work?

[Jim Lesinski]

Hello,

Can someone tell me what RT-Extension-CustomField-HideEmptyValues is
supposed to do? I have one drop down that filters values for other ones. I
would have thought that the child drop downs would be hidden as they have
no values until the parent is selected, but that doesn't seem to work the
way I would expect it to.

I attached an image. The ones with Arrows next to them are empty values.
Should they be hidden with this extension or am I misunderstanding what the
extension is supposed to do?

Thanks,
Jim
<>
RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories

[Jim Lesinski]

Just a final note on this - After doing some more investigation, it seems
that while Request Tracker doesn't restrict you from creating 2 (or more)
drop down values at the same level with the same string value, it also
does't use the record ID to filter subsequent drop downs either. - it uses
the string value to filter subsequent values. This means if you have 3
fields that filter you end up with a mess of child values that may not
relate to the parent value anyway.

So it seems that adding a prefix or suffix to the text of the drop down
value is the only way to achieve what I had wanted.






On Mon, Nov 14, 2011 at 8:28 PM, Josh Narins wrote:

> The array of names is get-at-able with "keys %seen"
>
>
>  *From*: Jim Lesinski [mailto:jim.lesin...@gmail.com]
> *Sent*: Monday, November 14, 2011 08:19 PM
> *To*: Josh Narins
> *Cc*: rt-users@lists.bestpractical.com 
> *Subject*: Re: [rt-users] Categories are based on... How to handle the
> same value for multiple parent categories
>
> Right, but I think then I'd have to build an array of names and then
> iterate through that second array to output the option values. I am not
> sure which would be more efficient but there is probably a better way to do
> it.
>
> Either way the result of the code would be ideally added to the base code,
> but not necessarily my personal code :)
>
> Thanks,
> Jim Lesinski
>
> On Nov 14, 2011, at 7:10 PM, Josh Narins  wrote:
>
>  I don't know anything about your patch, but with Perl, it is more
> common to write something like...
>
> next if $seen{ $value->Name }++;
>
>
>
>  *From*: Jim Lesinski [mailto:jim.lesin...@gmail.com]
> *Sent*: Monday, November 14, 2011 07:06 PM
> *To*: rt-users@lists.bestpractical.com 
> *Subject*: Re: [rt-users] Categories are based on... How to handle the
> same value for multiple parent categories
>
> I had some time after work to code up a possible solution for the
> searchbuilder. I am new to perl so feel free to correct me.
>
> Below is a snippet of code from /html/Elements/SelectCustomFieldValue,
> starting at line 48. I have added my name after the lines I added to make
> the search builder drop down show only unique string values. It would be
> super cool if this made it into the base code.
>
> % $m->callback( Name => $Name, CustomField => $CustomField );
> % if ($CustomField->Type =~ /Select/i) {
> % my $values = $CustomField->Values;
>
> % my %seen = ();# Jim Lesinski
>
> 
> -
> <&|/l&>(no value)
> % while (my $value = $values->Next) {
> %    unless ($seen{$value->Name}){# Jim Lesinski
><%$value->Name%>
> %  $seen{$value->Name} = 1;# Jim Lesinski
> %}# Jim Lesinski
> % }
> 
> % }
> % else {
> 
> % }
>
>
> On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski wrote:
>
>> I wouldn't think that the searchbuilder would show the same string value
>> though if you have the value occurring multiple times based on a parent
>> field. In my example below the value "softwarename1.1" will show up in the
>> searchbuilder each time I have entered it for that field.
>>
>> What I was suggesting is that one way to handle this would be to make the
>> searchbuilder page only add a string value if that string value doesn't
>> exist in the values already. That seems like the simplest was to avoid the
>> same value from showing up several times in the searchbuilder.
>>
>> Right now what happens is, you end up with 4 "Password Reset" Values in
>> the example below. This also would create 4 "Password Reset" in the
>> searchbuilder dropdown, which works because the search is based on the
>> String value and not the ID of the record.
>>
>> * Active Directory
>>   * Password Reset
>> * TimeSheet
>>   * Password Reset
>> * TestDomain
>>   * Password Reset
>> * Whatever
>>   * Password Reset
>>
>>
>> Just a suggestion... but an excellent way to handle it may be to add
>> functionality to the "Categories are based on" drop down so that you select
>> the parent field first, and then select each value that the current value
>> is visible for. This would let you have a more flexible relationship for
>> building the hierarchy.
>>
>> Then you could select Field1 as the Parent for Field2, but also specify
>> that Field2.Value1 would be an option when you select Field1.Value1,
>> Field1.Value3, Field1.Value4, Field1.Value7 - etc.
>>
>>
>>
>>
>>
>> On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone <
&g

Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories

[Jim Lesinski]

Right, but I think then I'd have to build an array of names and then iterate 
through that second array to output the option values. I am not sure which 
would be more efficient but there is probably a better way to do it. 

Either way the result of the code would be ideally added to the base code, but 
not necessarily my personal code :)

Thanks,
Jim Lesinski

On Nov 14, 2011, at 7:10 PM, Josh Narins  wrote:

>  I don't know anything about your patch, but with Perl, it is more common to 
> write something like...
> 
> next if $seen{ $value->Name }++;
> 
> 
>  
> From: Jim Lesinski [mailto:jim.lesin...@gmail.com] 
> Sent: Monday, November 14, 2011 07:06 PM
> To: rt-users@lists.bestpractical.com  
> Subject: Re: [rt-users] Categories are based on... How to handle the same 
> value for multiple parent categories 
>  
> I had some time after work to code up a possible solution for the 
> searchbuilder. I am new to perl so feel free to correct me.
> 
> Below is a snippet of code from /html/Elements/SelectCustomFieldValue, 
> starting at line 48. I have added my name after the lines I added to make the 
> search builder drop down show only unique string values. It would be super 
> cool if this made it into the base code.
> 
> % $m->callback( Name => $Name, CustomField => $CustomField );
> % if ($CustomField->Type =~ /Select/i) {
> % my $values = $CustomField->Values;
> 
> % my %seen = ();# Jim Lesinski
> 
> 
> -
> <&|/l&>(no value)
> % while (my $value = $values->Next) {
> %    unless ($seen{$value->Name}){# Jim Lesinski
><%$value->Name%>
> %  $seen{$value->Name} = 1;# Jim Lesinski
> %}# Jim Lesinski
> % }
> 
> % }
> % else {
> 
> % }
> 
> 
> On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski  wrote:
> I wouldn't think that the searchbuilder would show the same string value 
> though if you have the value occurring multiple times based on a parent 
> field. In my example below the value "softwarename1.1" will show up in the 
> searchbuilder each time I have entered it for that field. 
> 
> What I was suggesting is that one way to handle this would be to make the 
> searchbuilder page only add a string value if that string value doesn't exist 
> in the values already. That seems like the simplest was to avoid the same 
> value from showing up several times in the searchbuilder. 
> 
> Right now what happens is, you end up with 4 "Password Reset" Values in the 
> example below. This also would create 4 "Password Reset" in the searchbuilder 
> dropdown, which works because the search is based on the String value and not 
> the ID of the record.
> 
> * Active Directory
>   * Password Reset
> * TimeSheet
>   * Password Reset
> * TestDomain
>   * Password Reset
> * Whatever
>   * Password Reset
> 
> 
> Just a suggestion... but an excellent way to handle it may be to add 
> functionality to the "Categories are based on" drop down so that you select 
> the parent field first, and then select each value that the current value is 
> visible for. This would let you have a more flexible relationship for 
> building the hierarchy. 
> 
> Then you could select Field1 as the Parent for Field2, but also specify that 
> Field2.Value1 would be an option when you select Field1.Value1, 
> Field1.Value3, Field1.Value4, Field1.Value7 - etc.
> 
> 
> 
> 
> 
> On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone  
> wrote:
> On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote:
> >Hi,
> >In request tracker, how would you recommend setting up your dependent 
> > drop down lists that
> >have a consistent drop down value for multiple parent values? Below, 
> > under the 1st level
> >Administration value, I show an example of what I am asking about.
> 
> If you use the 'Categories are based on' feature in later 3.8 and 4.0
> you'll get much better search options than typing in the Category box.
> 
> >  * Hardware
> >
> >   * item1.1
> >   * item1.2
> >   * item1.3
> >
> >  * Software
> >
> >   * item2.1
> >   * item2.2
> >   * item2.3
> >
> >  * Administration
> >
> >   * password reset
> >
> >* softwarename1.1
> >* softwarename1.2
> >* softwarename1.3
> >
> >   * profile update
> >
> >* softwarename1.1
> >* softwarename1.2
> >* softwarena

Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories

[Jim Lesinski]

I had some time after work to code up a possible solution for the
searchbuilder. I am new to perl so feel free to correct me.

Below is a snippet of code from /html/Elements/SelectCustomFieldValue,
starting at line 48. I have added my name after the lines I added to make
the search builder drop down show only unique string values. It would be
super cool if this made it into the base code.

% $m->callback( Name => $Name, CustomField => $CustomField );
% if ($CustomField->Type =~ /Select/i) {
% my $values = $CustomField->Values;

% my %seen = ();    # Jim Lesinski


-
<&|/l&>(no value)
% while (my $value = $values->Next) {
%unless ($seen{$value->Name}){# Jim Lesinski
   <%$value->Name%>
%  $seen{$value->Name} = 1;# Jim Lesinski
%}# Jim Lesinski
% }

% }
% else {

% }


On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski wrote:

> I wouldn't think that the searchbuilder would show the same string value
> though if you have the value occurring multiple times based on a parent
> field. In my example below the value "softwarename1.1" will show up in the
> searchbuilder each time I have entered it for that field.
>
> What I was suggesting is that one way to handle this would be to make the
> searchbuilder page only add a string value if that string value doesn't
> exist in the values already. That seems like the simplest was to avoid the
> same value from showing up several times in the searchbuilder.
>
> Right now what happens is, you end up with 4 "Password Reset" Values in
> the example below. This also would create 4 "Password Reset" in the
> searchbuilder dropdown, which works because the search is based on the
> String value and not the ID of the record.
>
> * Active Directory
>   * Password Reset
> * TimeSheet
>   * Password Reset
> * TestDomain
>   * Password Reset
> * Whatever
>   * Password Reset
>
>
> Just a suggestion... but an excellent way to handle it may be to add
> functionality to the "Categories are based on" drop down so that you select
> the parent field first, and then select each value that the current value
> is visible for. This would let you have a more flexible relationship for
> building the hierarchy.
>
> Then you could select Field1 as the Parent for Field2, but also specify
> that Field2.Value1 would be an option when you select Field1.Value1,
> Field1.Value3, Field1.Value4, Field1.Value7 - etc.
>
>
>
>
>
> On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone  > wrote:
>
>> On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote:
>> >Hi,
>> >In request tracker, how would you recommend setting up your
>> dependent drop down lists that
>> >have a consistent drop down value for multiple parent values? Below,
>> under the 1st level
>> >Administration value, I show an example of what I am asking about.
>>
>> If you use the 'Categories are based on' feature in later 3.8 and 4.0
>> you'll get much better search options than typing in the Category box.
>>
>> >  * Hardware
>> >
>> >   * item1.1
>> >   * item1.2
>> >   * item1.3
>> >
>> >  * Software
>> >
>> >   * item2.1
>> >   * item2.2
>> >   * item2.3
>> >
>> >  * Administration
>> >
>> >   * password reset
>> >
>> >* softwarename1.1
>> >* softwarename1.2
>> >* softwarename1.3
>> >
>> >   * profile update
>> >
>> >* softwarename1.1
>> >* softwarename1.2
>> >* softwarename1.3
>> >
>> >I was able to set up the outline above by using the built in
>> "categories are based on" option
>> >for drop down lists and entering the value one time for each parent
>> value. The only thing that
>> >I see as a possible issue with doing this is that the search builder
>> then shows the drop down
>> >text value multiple times. Maybe just a bug or improvement that
>> could be made in the
>> >searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should
>> I handle this a different
>> >way?
>> >Either way I would appreciate your insight.
>> >Thanks,
>> >Jim
>>
>> > 
>> > RT Training Sessions (http://bestpractical.com/services/training.html)
>> > *  Barcelona, Spain ? November 28 & 29, 2011
>>
>>
>> 
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  Barcelona, Spain — November 28 & 29, 2011
>>
>
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories

[Jim Lesinski]

I wouldn't think that the searchbuilder would show the same string value
though if you have the value occurring multiple times based on a parent
field. In my example below the value "softwarename1.1" will show up in the
searchbuilder each time I have entered it for that field.

What I was suggesting is that one way to handle this would be to make the
searchbuilder page only add a string value if that string value doesn't
exist in the values already. That seems like the simplest was to avoid the
same value from showing up several times in the searchbuilder.

Right now what happens is, you end up with 4 "Password Reset" Values in the
example below. This also would create 4 "Password Reset" in the
searchbuilder dropdown, which works because the search is based on the
String value and not the ID of the record.

* Active Directory
  * Password Reset
* TimeSheet
  * Password Reset
* TestDomain
  * Password Reset
* Whatever
  * Password Reset


Just a suggestion... but an excellent way to handle it may be to add
functionality to the "Categories are based on" drop down so that you select
the parent field first, and then select each value that the current value
is visible for. This would let you have a more flexible relationship for
building the hierarchy.

Then you could select Field1 as the Parent for Field2, but also specify
that Field2.Value1 would be an option when you select Field1.Value1,
Field1.Value3, Field1.Value4, Field1.Value7 - etc.





On Mon, Nov 14, 2011 at 10:53 AM, Kevin Falcone
wrote:

> On Fri, Nov 11, 2011 at 03:01:18PM -0500, Jim Lesinski wrote:
> >Hi,
> >In request tracker, how would you recommend setting up your dependent
> drop down lists that
> >have a consistent drop down value for multiple parent values? Below,
> under the 1st level
> >Administration value, I show an example of what I am asking about.
>
> If you use the 'Categories are based on' feature in later 3.8 and 4.0
> you'll get much better search options than typing in the Category box.
>
> >  * Hardware
> >
> >   * item1.1
> >   * item1.2
> >   * item1.3
> >
> >  * Software
> >
> >   * item2.1
> >   * item2.2
> >   * item2.3
> >
> >  * Administration
> >
> >   * password reset
> >
> >* softwarename1.1
> >* softwarename1.2
> >* softwarename1.3
> >
> >   * profile update
> >
> >* softwarename1.1
> >* softwarename1.2
> >* softwarename1.3
> >
> >I was able to set up the outline above by using the built in
> "categories are based on" option
> >for drop down lists and entering the value one time for each parent
> value. The only thing that
> >I see as a possible issue with doing this is that the search builder
> then shows the drop down
> >text value multiple times. Maybe just a bug or improvement that could
> be made in the
> >searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should
> I handle this a different
> >way?
> >Either way I would appreciate your insight.
> >Thanks,
> >Jim
>
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Barcelona, Spain ? November 28 & 29, 2011
>
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Categories are based on... How to handle the same value for multiple parent categories

[Jim Lesinski]

Hi,

In request tracker, how would you recommend setting up your dependent drop
down lists that have a consistent drop down value for multiple parent
values? Below, under the  1st level Administration value, I show an example
of what I am asking about.



   - Hardware
  - item1.1
  - item1.2
  - item1.3
   - Software
  - item2.1
  - item2.2
  - item2.3
   - Administration
  - password reset
 - softwarename1.1
 - softwarename1.2
 - softwarename1.3
  - profile update
 - softwarename1.1
 - softwarename1.2
 - softwarename1.3


I was able to set up the outline above by using the built in "categories
are based on" option for drop down lists and entering the value one time
for each parent value. The only thing that I see as a possible issue with
doing this is that the search builder then shows the drop down text value
multiple times. Maybe just a bug or improvement that could be made in the
searchbuilder (ie; only show DISTINCT dropdownlist value)? Or should I
handle this a different way?

Either way I would appreciate your insight.

Thanks,
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Can you set default values on page load, so you can see them in a new ticket?

[Jim Lesinski]

Just to follow up - I looked at the rendered pages html source and tried
using the ID for the field as the querystring parameter I wanted to set. It
works, but as Kevin said the ID is "interesting".

For custom fields you will be looking for something like
this: Object-RT::Ticket--CustomField-3-Values

On Tue, Nov 8, 2011 at 8:09 PM, Jim Lesinski  wrote:

> Thanks Kevin. What do you mean by "interesting"? Can you provide an
> example of the format or where I can find the values I should use?
>
> Thanks,
> Jim Lesinski
>
> On Nov 8, 2011, at 7:11 PM, Kevin Falcone 
> wrote:
>
> > On Tue, Nov 08, 2011 at 04:55:13PM -0500, Jim Lesinski wrote:
> >>   It looks like RT-Extension-QuickCalls can set some values using
> querystring parameters, but
> >>   that doesn't seem to be working for custom fields. Is it even
> possible to set values for
> >>   custom fields using querystring params? If you can, I may be able to
> use that.
> >
> > You should be able to set Custom Fields with query string params, just
> > be aware that the field names it uses are interesting.
> >
> > -kevin
> >
> >>   On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone <[1]
> falc...@bestpractical.com> wrote:
> >>
> >> On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote:
> >>> I understand how to set up default values for a field using a custom
> scrip. However, it
> >> seems
> >>> a bit odd to me to load a ticket with no value, and then set it only
> if the person opening
> >> a
> >>> ticket doesn't select a value. I'd like to set the value in the UI for
> a new ticket, so
> >> that
> >>> it is clear to the person opening a ticket that the value has already
> been set.
> >>> Does anyone know of a way to set the default values so that they are
> visible when the page
> >>> actually loads for a new ticket? I understand that it may not be
> possible with a scrip,
> >> but I
> >>> appreciate your suggestions.
> >>
> >> RT-Extension-QuickCalls gives you a series of quick pre-filled
> ticket
> >> Create links on your homepage. This and may give you some ideas on
> how
> >> to do it.
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Barcelona, Spain � November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Can you set default values on page load, so you can see them in a new ticket?

[Jim Lesinski]

Thanks Kevin. What do you mean by "interesting"? Can you provide an example of 
the format or where I can find the values I should use?

Thanks,
Jim Lesinski

On Nov 8, 2011, at 7:11 PM, Kevin Falcone  wrote:

> On Tue, Nov 08, 2011 at 04:55:13PM -0500, Jim Lesinski wrote:
>>   It looks like RT-Extension-QuickCalls can set some values using 
>> querystring parameters, but
>>   that doesn't seem to be working for custom fields. Is it even possible to 
>> set values for
>>   custom fields using querystring params? If you can, I may be able to use 
>> that.
> 
> You should be able to set Custom Fields with query string params, just
> be aware that the field names it uses are interesting.
> 
> -kevin
> 
>>   On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone 
>> <[1]falc...@bestpractical.com> wrote:
>> 
>> On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote:
>>> I understand how to set up default values for a field using a custom scrip. 
>>> However, it
>> seems
>>> a bit odd to me to load a ticket with no value, and then set it only if the 
>>> person opening
>> a
>>> ticket doesn't select a value. I'd like to set the value in the UI for a 
>>> new ticket, so
>> that
>>> it is clear to the person opening a ticket that the value has already been 
>>> set.
>>> Does anyone know of a way to set the default values so that they are 
>>> visible when the page
>>> actually loads for a new ticket? I understand that it may not be possible 
>>> with a scrip,
>> but I
>>> appreciate your suggestions.
>> 
>> RT-Extension-QuickCalls gives you a series of quick pre-filled ticket
>> Create links on your homepage. This and may give you some ideas on how
>> to do it.
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain � November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain  November 28 & 29, 2011

Re: [rt-users] Can you set default values on page load, so you can see them in a new ticket?

[Jim Lesinski]

It looks like RT-Extension-QuickCalls can set some values using querystring
parameters, but that doesn't seem to be working for custom fields. Is it
even possible to set values for custom fields using querystring params? If
you can, I may be able to use that.

On Tue, Nov 8, 2011 at 3:17 PM, Kevin Falcone wrote:

> On Tue, Nov 08, 2011 at 03:11:45PM -0500, Jim Lesinski wrote:
> >I understand how to set up default values for a field using a custom
> scrip. However, it seems
> >a bit odd to me to load a ticket with no value, and then set it only
> if the person opening a
> >ticket doesn't select a value. I'd like to set the value in the UI
> for a new ticket, so that
> >it is clear to the person opening a ticket that the value has already
> been set.
> >Does anyone know of a way to set the default values so that they are
> visible when the page
> >actually loads for a new ticket? I understand that it may not be
> possible with a scrip, but I
> >appreciate your suggestions.
>
> RT-Extension-QuickCalls gives you a series of quick pre-filled ticket
> Create links on your homepage.  This and may give you some ideas on how
> to do it.
>
> -kevin
>
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Can you set default values on page load, so you can see them in a new ticket?

[Jim Lesinski]

Hello,

I understand how to set up default values for a field using a custom scrip.
However, it seems a bit odd to me to load a ticket with no value, and then
set it only if the person opening a ticket doesn't select a value. I'd like
to set the value in the UI for a new ticket, so that it is clear to the
person opening a ticket that the value has already been set.

Does anyone know of a way to set the default values so that they are
visible when the page actually loads for a new ticket? I understand that it
may not be possible with a scrip, but I appreciate your suggestions.

Thanks,
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Is it possible to go directly into edit mode?

[Jim Lesinski]

Hi,

I am looking at RT and it seems like a wonderful system. One thing I noticed
is that the system seems very "clicky", requiring many clicks to edit custom
fields, dates, etc after a ticket has been opened. Is there any way to bring
the ticket up directly in edit mode for the fields? I think "Jumbo" is
closer to what I want, but that may need some re-configuring too.

For background we currently use Remedy, which is more of a direct edit and
save form.

I appreciate your suggestions.

Thanks,
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Custom field values based on queue?

[Jim Lesinski]

Ok that seems odd to me. How do you distinguish the field then if you want to 
access it via API or other methods like controls by email?

Maybe the description can be used to determine the field
In the ui?

Thanks,
Jim Lesinski

On Sep 8, 2011, at 11:14 PM, Kevin Falcone  wrote:

> On Thu, Sep 08, 2011 at 10:42:27PM +0200, Jim Lesinski wrote:
>> Is it possible to base custom field values on the queue? I see that
>> you can have cascading drop down lists based on a previously
>> selected custom field value. I'd like the same thing but starting at
>> the queue level.
> 
> Custom Fields can be assigned on a queue vs global basis, so just
> create one for each queue with different values.
> 
> They're allowed to have the same name in each queue, but you may find
> it a bit confusing if you're writing code around it and forget to
> specify a queue.
> 
> -kevin
> 
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Chicago, IL, USA — September 26 & 27, 2011
> *  San Francisco, CA, USA — October 18 & 19, 2011
> *  Washington DC, USA — October 31 & November 1, 2011
> *  Melbourne VIC, Australia — November 28 & 29, 2011
> *  Barcelona, Spain — November 28 & 29, 2011

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Custom field values based on queue?

[Jim Lesinski]

Is it possible to base custom field values on the queue? I see that you can 
have cascading drop down lists based on a previously selected custom field 
value. I'd like the same thing but starting at the queue level.

Thanks,
Jim Lesinski

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA  September 26 & 27, 2011
*  San Francisco, CA, USA  October 18 & 19, 2011
*  Washington DC, USA  October 31 & November 1, 2011
*  Melbourne VIC, Australia  November 28 & 29, 2011
*  Barcelona, Spain  November 28 & 29, 2011

[rt-users] Logged in as... Settings... Use System Default?

[Jim Lesinski]

Hello,

This may seem pretty basic but I am looking at a users settings at Logged in
as USERNAME - Settings and I see several of the user settings are set to Use
the System default. I can't seem to figure out how to set the system
defaults though. I thought maybe the site config file but that doesn't seem
to have the settings I am looking for.

Can someone please explain?

Thanks!
Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Jim Lesinski]

Hi Todd,

That would be perfect. We're looking at implementing RT right now so I can't
say we'd be the best test case, but I'll certainly provide feedback where
ever I can.

Thanks so much!
Jim

On Wed, Aug 17, 2011 at 5:38 PM, Todd Chapman  wrote:

> Jim,
>
> I haven't had a chance to commit the updates. If you want I can send
> you a tar file with the updated files and in return you can help
> pinpoint any problems.
>
> Agree?
>
> -Todd
>
> On Wed, Aug 17, 2011 at 5:36 PM, Jim Lesinski 
> wrote:
> > Does anyone know if Asset Tracker will work with Request Tracker 4? I
> tried
> > the install and it seemed to run correctly, but it doesn't look like
> > anything has been added to RequestTracker. I verified that the
> installation
> > added to the plugins directory and added the db tables. I do have
> > RTx::AssetTracker added to my config file and I have restarted the web
> > server.
> > Appreciate the help - Jim
> > 
> > RT Training Sessions (http://bestpractical.com/services/training.html)
> > *  Chicago, IL, USA — September 26 & 27, 2011
> > *  San Francisco, CA, USA — October 18 & 19, 2011
> > *  Washington DC, USA — October 31 & November 1, 2011
> > *  Melbourne VIC, Australia — November 28 & 29, 2011
> > *  Barcelona, Spain — November 28 & 29, 2011
> >
>

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011

[rt-users] Request Tracker 4.0.1 and Asset Tracker Extension

[Jim Lesinski]

Does anyone know if Asset Tracker will work with Request Tracker 4? I tried
the install and it seemed to run correctly, but it doesn't look like
anything has been added to RequestTracker. I verified that the installation
added to the plugins directory and added the db tables. I do have
RTx::AssetTracker added to my config file and I have restarted the web
server.

Appreciate the help - Jim

RT Training Sessions (http://bestpractical.com/services/training.html)
*  Chicago, IL, USA — September 26 & 27, 2011
*  San Francisco, CA, USA — October 18 & 19, 2011
*  Washington DC, USA — October 31 & November 1, 2011
*  Melbourne VIC, Australia — November 28 & 29, 2011
*  Barcelona, Spain — November 28 & 29, 2011