[rt-users] RT using single Office 365 account

[Jim Tambling]

Hello

 

Has anyone tried this? I have done it with Google Apps and setting up
aliases for each queue. Can the same be achieved with Office 365?

 

Regards

 

Jim

 

 

[rt-users] 3.8.2 to 4.2.3 Upgrade

[Jim Tambling]

Hi 

 

I am planning to upgrade our RT instance and move it to a virtual
machine. As I want to keep RT downtime to a minimum, I plan to install
RT 3.8.2 on the new VM, import the database and settings from the
current instance and then proceed with the upgrade. Is this the best way
to do it? Can you guys offer any suggestions?

 

Regards, Jim

-- 
RT Training - Dallas May 20-21
http://bestpractical.com/training

[rt-users] RT CLI

[Jim Tambling]

Hi,

 

Does anyone know how I can show the first comment in a ticket without
any of the other stuff that RT puts around it? Eg; I run "rt show 14640"
and I get:

 

Date: Sat Nov 23 15:39:18 2013

From: jim.tambl...@xxx.co.uk

X-Queue: INI

Subject: [rt #ticket/14640] 14-11-2013

 

===> Ticket created by jim on Sat Nov 23 15:39:18 2013

Auteuil,1,AUT

Saint Malo,2,S-M

Angers,3,ANG

 91980: untitled (90b)

===> Outgoing email recorded by RT_System on Sat Nov 23 15:39:19 2013

 91981: untitled (402b)

 

 

What I want is:

 

Auteuil,1,AUT

Saint Malo,2,S-M

Angers,3,ANG

 

I know I can manipulate the output afterwards but was hoping rt would
save me the work.

 

Regards, Jim

[rt-users] Adding CF value to Subject

[Jim Tambling]

Hello,

 

How would I go about inserting the value of a custom field to the
subject line on ticket creation?

 

Regards, Jim


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

[rt-users] Disable Jumbo updates

[Jim Tambling]

Hello,

 

Is there a way to make the Jumbo link a privileged one? So only certain
users or group members have access to it?

 

Regards, Jim


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

Re: [rt-users] Hiding "Input must match"

[Jim Tambling]

Thanks Ruslan, my forms are looking a lot less cluttered.

Regards, Jim

-Original Message-
From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of 
Ruslan Zakirov
Sent: 23 November 2012 14:28
To: Jim Tambling
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Hiding "Input must match"

On Fri, Nov 23, 2012 at 5:39 PM, Jim Tambling  
wrote:
> Hi,
>
>
>
> I have created a mandatory custom field for IP addresses. I use a 
> regex to ensure it is a valid IP address. Is there any way of hiding 
> the “Input must match” portion? At present my CF looks like this:
>
>
>
> Source IP
>
> Enter one value
>
> Input must match
> \b(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0
> -9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-
> 9]|[01]?[0-9][0-9]?)\b
>
>
>
> Which is a bit unsightly. Anyway to hide the regex?
>

Use a comment in the beginning of the regexp. Take a look at how mandatory 
regexp looks.

> Regards, Jim
>
>
>
> P.S. RT 3.8.2
>
>
> 
> We're hiring! http://bestpractical.com/jobs
>



--
Best regards, Ruslan.

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

[rt-users] Hiding "Input must match"

[Jim Tambling]

Hi,

 

I have created a mandatory custom field for IP addresses. I use a regex
to ensure it is a valid IP address. Is there any way of hiding the
"Input must match" portion? At present my CF looks like this:

 

Source IP

Enter one value

Input must match
\b(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9
][0-9]?)\.(25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.(25[0-5]|2[0-4][0-9]|[
01]?[0-9][0-9]?)\b

 

Which is a bit unsightly. Anyway to hide the regex?

 

Regards, Jim

 

P.S. RT 3.8.2


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

[rt-users] ExternalAUth

[Jim Tambling]

Hi,

 

I am trying to get ExternalAuth against AD working on an existing RT
instance. I can successfully login using AD credentials, however I would
like to limit access by group membership. When I try to do this it
simply wont work. Attached is my RT_SiteConfig.pm ("anonymized"). This
config works as I have commented out the sections relevant to group
membership. Can someone point out where I'm going wrong?

 

Regards

 

Jim Tambling

Network Services

Data Tote (England) Ltd.

 

 

 

Set($Timezone, "Europe/London");

Set($rtname, 'CGS ITC Department');

Set($Organization, 'x.xx.sch.uk');

 

Set($CorrespondAddress , 'rt-supp...@x.xx.sch.uk');

Set($CommentAddress , 'rt-suppor...@x.xx.sch.uk');

 

Set( $rtname, 'My Organization');

 

# THE WEBSERVER:

Set($WebDomain, 'request..com');

Set($WebPath , "/rt");

Set($WebBaseURL , "http://request..com";);

 

# The Database

 

Set($DatabasePassword, q{});

 

# MAIL CONFIG

#Set($MailCommand , 'smtp');

 

# You must install Plugins on your own, this is only an example

# of the correct syntax to use when activating them.

# There should only be one @Plugins declaration in your config file.

#Set(@Plugins,(qw(RT::Extension::QuickDelete
RT::Extension::CommandByMail)));

Set(@Plugins,(qw(RTx::AssetTracker RT::Extension::MandatorySubject
RT::Extension::ResetPassword RT::Authen::ExternalAuth)));

 

Set($ExternalAuthPriority,  [   'My_LDAP',

 

]

);

 

Set($ExternalInfoPriority,  [   'My_LDAP'

]

);

 

# If this is set to true, then the relevant packages will

# be loaded to use SSL/TLS connections. At the moment,

# this just means "use Net::SSLeay;"

Set($ExternalServiceUsesSSLorTLS,0);

 

# If this is set to 1, then users should be autocreated by RT

# as internal users if they fail to authenticate from an

# external service.

Set($AutoCreateNonExternalUsers,0);

 

# These are the full settings for each external service as a
HashOfHashes

# Note that you may have as many external services as you wish. They
will

# be checked in the order specified in the Priority directives above.

# e.g. 

#
Set($ExternalAuthPriority,['My_LDAP','My_MySQL','My_Oracle','SecondaryLD
AP','Other-DB']);

#

Set($ExternalAuthPriority,['My_LDAP']);

Set($ExternalSettings, {

 

# First LDAP 

'My_LDAP'   =>  {   ## GENERIC
SECTION

# The type of
service (db/ldap/cookie) 

'type'
=>  'ldap',

# The server
hosting the service

'server'
=>  'dc1..com',

##
SERVICE-SPECIFIC SECTION

# If you can
bind to your LDAP server anonymously you should 

# remove the
user and pass config lines, otherwise specify them here:

# 

# The username
RT should use to connect to the LDAP server 

'user'
=>  'rtb...@.com',

# The password
RT should use to connect to the LDAP server

'pass'
=>  'xx',

#

# The LDAP
search base

'base'
=>  'ou=XXX,dc=,dc=com',

#

# ALL FILTERS
MUST BE VALID LDAP FILTERS ENCASED IN PARENTHESES!

# YOU **MUST**
SPECIFY A filter AND A d_filter!!

#

# The filter to
use to match RT-Users

'filter'
=>   '(&(ObjectCategory=User)(ObjectClass=Person))',

# A catch-all
example filter: '(objectClass=*)'

   

Re: [rt-users] No transaction content

[Jim Tambling]

Hi Kenn,

 

My better half always tells me to never assume, it makes an ass of you
and me J. But in this case you are right on the money. That is exactly
what I was looking for.

 

Many thanks, Jim

 

From: Kenneth Crocker [mailto:kenn.croc...@gmail.com] 
Sent: 20 February 2012 19:15
To: Jim Tambling
Subject: Re: [rt-users] No transaction content

 

Jim,

I'm assuming (yea, we all know how THAT'S spelled) that you are
referring to the comments made in the box when resolving a ticket. If my
assumption is correct, then those comments can be made available to a
template. Of course, you have to have a scrip to send that template on
the resolve condition. Here it is:

Subject: Request Titled: "{$Ticket->Subject}" has been Resolved


-
TICKET INFORMATION:
Queue  : {$Ticket->QueueObj->Name}
Number : {$Ticket->id}
Subject: {$Ticket->Subject}
Priority : {$Ticket->Priority}
Requestor: {$Ticket->Requestors->UserMembersObj->First->Name}
Created  by: {$Ticket->CreatorObj->Name}
Created  on: {substr($Ticket->Created, 0, 10)}
Ownedby: {$Ticket->OwnerObj->Name}

-
Description of Issue:
{$Ticket->Transactions->First->Content}


-
Resolution comment:
{
 my $Resolution_Comment;
 my $Transactions;
 my $CommentObj;

 $Transactions = $Ticket->Transactions;
 $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' );
 $Transactions->OrderByCols(
 { FIELD => 'Created',  ORDER => 'DESC' },
 { FIELD => 'id', ORDER => 'DESC' },
 );

 $CommentObj = $Transactions->First;

 if  ($CommentObj && $CommentObj->id)
 {
  $Resolution_Comment = $CommentObj->Content;
 }
 else
 {
  $Resolution_Comment = "No comment."
 }

 return $Resolution_Comment;
} 

-
To view this ticket, click the URL below:

   {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}



Thank you,
{$Ticket->QueueObj->CorrespondAddress()} 

Now, you will also notice the code in there that grabs the "FIRST"
transaction content. That particular code can be modified in and of
itself to grab other types of transaction content if you know how to
navigate it.

Anyway, like I said, if my assumption is correct, this template will
give you the content entered in comments when resolving the ticket.

Hope this helps.

Kenn

On Mon, Feb 20, 2012 at 10:54 AM, Jim Tambling
 wrote:

Hi Kenn,

 

I have looked on the wiki and can only find a patch (ResolveSendsReply)
Is this what you are referring to? If it's not, I would appreciate your
offer to send me your template.

 

Regards, Jim

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 19 February 2012 18:55
To: RT User List
Subject: Re: [rt-users] No transaction content

 

Jim,

I could be wrong on this, but I believe the default for comments on
resolve is that the comment is not carried over.

I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.

There should be an example available in the wiki. If not, let me know
and I'll send it to you.

Kenn

On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling
 wrote:

Despite having {$Transaction->Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.

Any ideas?

Regards, Jim

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] No transaction content

[Jim Tambling]

Hi Kenn,

 

I have looked on the wiki and can only find a patch (ResolveSendsReply)
Is this what you are referring to? If it's not, I would appreciate your
offer to send me your template.

 

Regards, Jim

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 19 February 2012 18:55
To: RT User List
Subject: Re: [rt-users] No transaction content

 

Jim,

I could be wrong on this, but I believe the default for comments on
resolve is that the comment is not carried over.

I have a resolve template that I use that copies the last comment made
(presumably during the resolve process) and includes it in the template
sent out in email.

There should be an example available in the wiki. If not, let me know
and I'll send it to you.

Kenn

On Sun, Feb 19, 2012 at 6:21 AM, Jim Tambling
 wrote:

Despite having {$Transaction->Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.

Any ideas?

Regards, Jim

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] No transaction content

[Jim Tambling]

Despite having {$Transaction->Content()} on the Resolved template,
whenever I resolve a ticket the requestor gets an email with the blurb
that is in the template, but instead of a summary of the last comment on
the ticket, it displays: This transaction appears to have no content.

Any ideas?

Regards, Jim

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

[rt-users] Image size limit

[Jim Tambling]

Is there any way to limit the size of images attached to RT tickets?
 
Regards, Jim

[rt-users] Mandatory time worked

[Jim Tambling]

I have probably asked this before, but here goes.
 
I want to force RT users to fill in the TimeWorked field every time they
update a ticket, much like the MandatorySubject extension works on
ticket creation. Has anybody got something similar to this already? If
not I am prepared to have a stab at it myself, but since I am only just
starting to learn Perl I'm probably going to go about it the wrong way
:-). Would I be able to do this as a scrip action or would I have to
create a module and do it via callbacks? All help/advice/solutions
greatly appreciated.
 
Regards, Jim

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] Creating Callbacks

[Jim Tambling]

Hi, 
 
I want to make the "Time Worked" field a mandatory one with each ticket
update. I believe this can be achieved through callbacks. The problem I
have is that my perl foo is very limited. I was thinking of using the
MandatorySubject plugin as a starting point for my own callback
(hacking at it till it works) but not wanting to re-invent the wheel I
was wondering if anyone already has something like this in their rt
instance, or if someone is willing to lend a hand with it.
 
Regards, Jim

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

[rt-users] rt-cron tool

[Jim Tambling]

I have been playing about with rt-cron to get some things automated and
having good results. I now want to test some new jobs on our test system
but can't find how to set the due date using rt-cron commands. Can
anyone give me any pointers? Also is there a comprehensive list of
commands anywhere?
 
Regards, Jim
RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year -- Learn how to get the most out of RT!

Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9

[Jim Tambling]

Installed from cpan (0.90) on to 3.8.8. Works fine on T-Mobile branded
Symbian 60 browser apart from seeing the "Page not found" message at the
top of the page. Other than that, great extension! My field engineers
will love it.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jesse
Vincent
Sent: 06 August 2010 16:38
To: Howard Jones
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] [Rt-announce] RT for Mobile Devices 0.9




On Fri, Aug 06, 2010 at 04:35:27PM +0100, Howard Jones wrote:
>  On 06/08/2010 16:14, Jesse Vincent wrote:
> > Did you pull from github or from cpan? The version on CPAN has that
> > stuff baked in.
> > I'm having trouble replicating the "Page not found" issue.
> This was from github last night. I agree that 'cpan -i
> RT::Extension::MobileUI' does the right thing though.
> 
> For the Page not found part, I get this on 3 different 3.8.7/3.8.8
> installs - one of which is very 'vanilla'.
> Here's a screenshot, just for clarity:
> http://wotsit.thingy.com/haj/images/mobile-ui.png

*nod* I've just pushed an 0.91. I'm curious if that fixes it.

> 
> Cheers,
> 
> Howard

-- 

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

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[rt-users] RT 3.8.2 > 3.8.8

[Jim Tambling]

I have upgraded from 3.8.2. to 3.8.8 without a hitch, apart from seeing
the following line at the bottom of my home page:
 
"Can't call method "id" on an undefined value at
/opt/rt3/share/html/Elements/MyReminders line 58."
 
And there is no logo. If I remove "MyReminders" from the RT at a glance
page, the linbe disappears and the logo returns. Adding MyReminders back
to the RT at a glance page returns the error and takes away the logo.
 
Any ideas?
 
Regards, Jim

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] MAndatory CF per post

[Jim Tambling]

Kenn,

I might not have explained it properly. I want a field that the user can
fill in with how much time they worked on that portion of the ticket, I
am trusting them to enter the correct data. The TimeWorked field is very
easy to overwrite so I want a per-post entry with a total displayed in
the ticket summary. Maybe it is possible to do something like that? The
'time worked' value would ideally be a mandatory field in each post. 

Regards, Jim

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 03 August 2010 16:33
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] MAndatory CF per post

Jim,

How would RT know how much time that was? If the user is working on the
program or problem or design or just thinking about the problem, he
won't be
in RT hitting "enter" for every minute he is thinking on a ticket and
there
is no time clock going off to determine how much time the person is
spending
doing that task. RT will only know of the time the guy signs on, starts
a
transaction and completes a transaction. You could design a time clock
for a
ticket and have procedures that require (I don't know how you would
*monitor
* anyone following such procedure) a person enter a "check-in" time for
a
ticket and then a "check-out" time. But that just may be trying to put
too
fine a granularity on the issue. Somewhere down the line, you have to
just
trust the guy when he says he worked 20 hours on something. Just my
opinion,
of course.

Kenn
LBNL




On Tue, Aug 3, 2010 at 3:45 AM, Jim Tambling
wrote:

>  Hi all,
>
>
>
> Is there a way to enter CF values in each individual post made to a
ticket?
> What I am trying to achieve is a way of logging how much time an
engineer
> spends working on each part of a request. The time worked field is no
good
> to us as we want something that is updated dynamically from each post,
so
> the managers can view the total time worked on a ticket and the time
worked
> on each individual post. Is this at all possible?
>
>
>
> Regards, Jim
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>

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18:59:00

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[rt-users] MAndatory CF per post

[Jim Tambling]

Hi all,
 
Is there a way to enter CF values in each individual post made to a
ticket? What I am trying to achieve is a way of logging how much time an
engineer spends working on each part of a request. The time worked field
is no good to us as we want something that is updated dynamically from
each post, so the managers can view the total time worked on a ticket
and the time worked on each individual post. Is this at all possible?
 
Regards, Jim
 

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] I am not content with the name "StealTicket"

[Jim Tambling]

Sorry if I appear to be dismissive of you remarks, but WTF!!?? People
like you who try to change established methods/semantics/ways of
life/etc to make them comply with their narrow-minded set of moral
practices are making the world we live in one of pathetic situations
where for example, my son can not take out Little Red Riding Hood out of
the school library "because it might upset him" due to its "violent"
content. If you don't like the term "steal", change it on your
particular instance of RT but leave the rest of the world alone! I for
one am happy with "stealing" tickets of my colleagues to work on them.
And regarding the "ConfiscateTicket" right, it just goes to show what
sort of bigoted individual you are. Trying to enter in to a dialog about
religious beliefs and "what is right and wrong" on a technical forum is
pathetic, and I feel deeply saddened by having to stoop to your level,
but at the same time I was not going to let the above go unsaid.

Good day to you.

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wolfram
Huettermann
Sent: 02 August 2010 14:54
To: rt-users@lists.bestpractical.com
Subject: [rt-users] I am not content with the name "StealTicket"

Hello,

everybody using RT properly knows the right StealTicket in order to take

a ticket over.  As a believing  Christian, I am not content with that 
name as I do not want to steal anything. It is better to name that right

"TakeTicketOver", so it is granted that the user takes a ticket over 
with permission of the user.

By the RT should create a new right called "ConfiscateTicket", that the 
means that user can confiscate a ticket. Such a right is very useful if 
the ticket contains racial or pornographic content.

Greetings,

Wolfram


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Re: [rt-users] Possible?

[Jim Tambling]

Thanks to you both. Rt-crontool is just what it needed.

Regards, Jim

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Marshall
Sent: 19 July 2010 17:42
To: Gene LeDuc
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Possible?


On Mon, Jul 19, 2010 at 09:04:26AM -0700, Gene LeDuc wrote:
> On 7/19/2010 4:21 AM, Jim Tambling wrote:
>> Hi list,
>> How would I dosomething like this in RT? I want it to apply to all 
>> queues/tickets. When due date = today, make priority = 0
>> Many thanks, Jim
>
> Hi Jim,
>
> As far as I know, RT is event driven so it wouldn't be able to do this

> on
> its own.  It should be a fairly simple matter to do this with a cron
job 
> and custom perl script, however.
>
> Regards,
> Gene
>

This seems tailor-made for rt-crontool. It should be in your
RT bin directory, "rt-crontool --help" should get you started.

Cheers,
Ken

Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy
a copy at http://rtbook.bestpractical.com


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[rt-users] Possible?

[Jim Tambling]

Hi list,
 
How would I dosomething like this in RT? I want it to apply to all
queues/tickets.
 
When due date = today, make priority = 0
 
Many thanks, Jim

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] create ticket via email

[Jim Tambling]

Hi,

I found that when using email to create a ticket, unless it is sent in
plain text the CF fields are not parsed correctly.

Hope this helps, Jim

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of nordik24
Sent: 15 June 2010 13:12
To: rt-users@lists.bestpractical.com
Subject: [rt-users] create ticket via email



hi

im able to create a ticket by sending an email but i dont know how to
fill the other fields apart from "Subject". I have 4 custom fields that
i want to fill when i send the mail 

i use a php form to send the mails and i tried to put the custom field
in the header to see if it works by typing "CF.{}=" but nothing happens
 
i hope someone knows how to do it


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Re: [rt-users] Due date default time

[Jim Tambling]

Hi Kenn,

 

Thanks for the prompt reply. I obviously did not word my question
properly. We set the 'Due Date' manually, as there is no set SLA on
requests. It is the time (24hr) that the request is due that we want to
set to a default.

 

Regards, Jim

 

-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth
Crocker
Sent: 02 June 2010 20:23
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Due date default time

 

Jim,

There are a couple ways. You can do it by setting the basics when you
configure a Queue. There is an option in "Basics that allows you to
specifiy the numbers of days when a ticket should be due. IT displays
"Requests should be due in  days." Filling this out would do it for
every ticket in a specific Queue. We also have another way as an
alternative. We have a CF defined as "Need-By Date" and we have a scrip
that puts that date into the Due date as the default when it is filled
out. Of course, the ticket owner is able to change whenever they want,
but it gives them an idea what the customer wants.

Hope this helps.

Kenn
LBNL

On Wed, Jun 2, 2010 at 12:03 PM, Jim Tambling
 wrote:

Is there a way to set a default time for the 'Due Date'  field?

 

Regards,

 

Jim Tambling

 

Network Services

Data Tote Ltd

  

 

 

 

 



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[rt-users] Due date default time

[Jim Tambling]

Is there a way to set a default time for the 'Due Date'  field?

 

Regards,

 

Jim Tambling

 

Network Services

Data Tote Ltd

  

 

 

 

 


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[rt-users] Time Worked mandatory field

[Jim Tambling]

Is there a way to make the 'Time Worked' field mandatory with each
update?

 

Cheers

 

Jim Tambling

 

Network Services

Data Tote Ltd

 

P Think of the environment. Do you need to print this email? 

 

 

 

 


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[rt-users] On queue change, reset priority

[Jim Tambling]

How can I make a ticket's priority move to 0 when it changes queue?

 

Regards, Jim

 

Jim Tambling

 

Network Services

Data Tote Ltd

 

P Think of the environment. Do you need to print this email? 

 

 

 

 


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[rt-users] ActivityReports

[Jim Tambling]

Hello,

I have installed this extension to RT. The post install page says:

Once you install the ActivityReports extension it does not appear on any menus. 
To add it to the Tools -> Reports menu you can 
Create/edit this file /local/html/Callbacks/ArbitraryName/Tools/Reports/Elements/Tabs/Default 
with these contents: 
<%init> 
   $tabs->{'e'} = {title => 'Activity Reports', path => 
'Reports/Activity/index.html'};

<%args>
   $tabs => undef


So I created 
/opt/rt3/local/html/Callbacks/Reports/Tools/Reports/Elements/Tabs/Default and 
restarted Apache. I can see the link under Tools>>Reports>>Activity Reports and 
it links to http://my_rt_server/rt/Reports/Activity/index.html but I get a 'The 
page you requested could not be found' error. Can someone enlighten me?

Regards

Jim Tambling
 
Network Services
Data Tote Ltd

 
 

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[rt-users] Custom Field in email subject line

[Jim Tambling]

Hello,

 

I'm guessing the syntax for this would be quite simple but I have 0 perl
knowledge. I want to display the value of a custom field in the email
subject.

 

Regards,

 

Jim Tambling

 

Network Services

Data Tote Ltd

0117 9029215

 

P Think of the environment. Do you need to print this email? 

 

 

 

 

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Re: [rt-users] Default queue for selfservice

[Jim Tambling]

Thanks Roy :)

Amazing how far a bit of common sense can go!

Regards, Jim

-Original Message-
From: Raed El-Hames [mailto:r...@vialtus.com] 
Sent: 30 April 2009 18:14
To: Jim Tambling
Cc: rt-us...@bestpractical.com
Subject: Re: [rt-users] Default queue for selfservice

Jim;

Have you allowed unprivileged users to create tickets in different
queue/s;
In Queues/Your-Queue/GlobalRights , give the system group Everyone 
create ticket priv
and remove this right from the General queue, if you don't wish them to 
create any tickets there

Note you can give this right to more than one queue.

Roy

Jim Tambling wrote:
>
> Hi,
>
>  
>
> How can I change the default q for self-service requests? At the 
> moment all tickets raised by unprivileged users go to "General" but I 
> would like them to go to a different queue.
>
>  
>
> Thanks, Jim
>
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[rt-users] Default queue for selfservice

[Jim Tambling]

Hi,

 

How can I change the default q for self-service requests? At the moment
all tickets raised by unprivileged users go to "General" but I would
like them to go to a different queue.

 

Thanks, Jim

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Re: [rt-users] RTFM WikiText Format Toolbar

[Jim Tambling]

Hi Dan,

 

Many thanks, creating the folder and moving the file did the trick :-)

 

Thanks again

 

Jim

 

-Original Message-
From: Daniel Farst [mailto:daniel.fa...@case.edu] 
Sent: 29 April 2009 16:24
To: Jim Tambling
Cc: rt-us...@bestpractical.com
Subject: Re: [rt-users] RTFM WikiText Format Toolbar

 

Jim,

 

I don't recall if I had an /opt/rt3/local/plugins/RT-FM/html/Elements
directory or if I had to add it manually, but that is where my
EditCustomFieldWikitext is living. I also have the
/opt/rt3/local/plugins/RT-FM/html/RTFM/Elements folder, but I didn't
change anything inside of it.

 

Regarding the textarea tags, the section id="...-Values" needs to be
added to the 2 existing textarea tags. For me they were on lines 66 and
69 of the EditCustomFieldWikitext file. I inserted the id section after
Rows and before Name.

 

- Dan

-- 

Daniel Farst

IT Support Coordinator

College of Arts and Sciences

Case Western Reserve University

 

daniel.fa...@case.edu <mailto:daniel.fa...@case.edu> 

--

Wednesday, April 29, 2009, 9:55:10 AM, you wrote:

--

 

Hi Daniel,

 

Thanks for the reply. I don't have
/opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this
instead;

/opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied
EditCustomFieldWikitest there instead but I cant get it to work.

Also can you clarify this for me? In the post it says;

 

Add in both "textarea" tags:

http://wiki.bestpractical.com/view/NamePrefix> %><%$CustomField
<http://wiki.bestpractical.com/view/CustomField>
->Id%>-Values"...

Is this in addition to what is already there? Or in place of?

 

Many thanks, Jim

 

-Original Message-

From: Daniel Farst [mailto:daniel.fa...@case.edu] 

Sent: 29 April 2009 14:37

To: Jim Tambling

Subject: Re: [rt-users] RTFM WikiText Format Toolbar

 

I was able to.

 

Some of the file names have changed, essentially everything else was the
same as in the other post:

 

 

*   Use
/opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext
<http://wiki.bestpractical.com/view/EditCustomFieldWikitext>  instead of
/opt/rt3/local/html/Elements/EditCustomFieldWikitext
<http://wiki.bestpractical.com/view/EditCustomFieldWikitext>  

*   Edit
/opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of
/opt/rt3/local/html/RTFM/Article/Edit.html 

 

 

-- 

Daniel Farst

IT Support Coordinator

College of Arts and Sciences

Case Western Reserve University

 

daniel.fa...@case.edu <mailto:daniel.fa...@case.edu> 

--

Tuesday, April 28, 2009, 10:27:54 AM, you wrote:

--

 

Hello all,

 

In my quest to achieve RTFM nirvana I came across this post:
http://www.gossamer-threads.com/lists/rt/users/70588#70588
<http://www.gossamer-threads.com/lists/rt/users/70588#70588> 

 

Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?

 

Regards, Jim

 

 

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Re: [rt-users] RTFM WikiText Format Toolbar

[Jim Tambling]

Hi Daniel,

 

Thanks for the reply. I don't have
/opt/rt3/local/plugins/RT-FM/html/Elements, my path looks like this
instead;

/opt/rt3/local/plugins/RT-FM/html/RTFM/Elements/ so I copied
EditCustomFieldWikitest there instead but I cant get it to work.

Also can you clarify this for me? In the post it says;

 

Add in both "textarea" tags:

http://wiki.bestpractical.com/view/NamePrefix> %><%$CustomField
<http://wiki.bestpractical.com/view/CustomField>
->Id%>-Values"...

Is this in addition to what is already there? Or in place of?

 

Many thanks, Jim

 

-Original Message-
From: Daniel Farst [mailto:daniel.fa...@case.edu] 
Sent: 29 April 2009 14:37
To: Jim Tambling
Subject: Re: [rt-users] RTFM WikiText Format Toolbar

 

I was able to.

 

Some of the file names have changed, essentially everything else was the
same as in the other post:

 

 

*   Use
/opt/rt3/local/plugins/RT-FM/html/Elements/EditCustomFieldWikitext
<http://wiki.bestpractical.com/view/EditCustomFieldWikitext>  instead of
/opt/rt3/local/html/Elements/EditCustomFieldWikitext
<http://wiki.bestpractical.com/view/EditCustomFieldWikitext>  

*   Edit
/opt/rt3/local/plugins/RT-FM/html/RTFM/Article/Edit.html instead of
/opt/rt3/local/html/RTFM/Article/Edit.html 

 

 

-- 

Daniel Farst

IT Support Coordinator

College of Arts and Sciences

Case Western Reserve University

 

daniel.fa...@case.edu <mailto:daniel.fa...@case.edu> 

--

Tuesday, April 28, 2009, 10:27:54 AM, you wrote:

--

 

Hello all,

 

In my quest to achieve RTFM nirvana I came across this post:
http://www.gossamer-threads.com/lists/rt/users/70588#70588
<http://www.gossamer-threads.com/lists/rt/users/70588#70588> 

 

Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?

 

Regards, Jim

 

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[rt-users] RTFM WikiText Format Toolbar

[Jim Tambling]

Hello all,

 

In my quest to achieve RTFM nirvana I came across this post:
http://www.gossamer-threads.com/lists/rt/users/70588#70588

 

Has anybody achieved this in RT 3.8.2/RTFM 2.4.1?

 

Regards, Jim

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Re: [rt-users] Formatted text in RTFM articles

[Jim Tambling]

Ken,

 

I've tried that and the result is exactly the same :-(. Any other idea?

 

Regards

 

-Original Message-
From: Ken Crocker [mailto:kfcroc...@lbl.gov] 
Sent: 22 April 2009 22:26
To: Jim Tambling
Cc: rt-us...@bestpractical.com
Subject: Re: [rt-users] Formatted text in RTFM articles

 

Jim,

Try defining the CF as"Fill in WikiText". That works better.


Kenn
LBNL

On 4/22/2009 2:06 PM, Jim Tambling wrote: 

Is there anyway to format text in RTFM articles? I have created a custom
filed of type "Fill in one text area" but it messes up the text. An
example;

 

I have a couple of lines of text, separated by spaces as shown;

 

Texttexttextmoretextmoretextmoretext

 

When I look at the article, the text appears as;

 

Texttexttext moretextmoretextmoretext

 

 

I have tried with tabs and get the same result and I also tried changing
the format of the CF to wikitext but I get the same result. Ay ideas or
suggestions? If this is the way it is it makes RTFM unusable for what we
had planned.

 

Regards, Jim

 







 
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[rt-users] Formatted text in RTFM articles

[Jim Tambling]

Is there anyway to format text in RTFM articles? I have created a custom
filed of type "Fill in one text area" but it messes up the text. An
example;

 

I have a couple of lines of text, separated by spaces as shown;

 

Texttexttextmoretextmoretextmoretext

 

When I look at the article, the text appears as;

 

Texttexttext moretextmoretextmoretext

 

 

I have tried with tabs and get the same result and I also tried changing
the format of the CF to wikitext but I get the same result. Ay ideas or
suggestions? If this is the way it is it makes RTFM unusable for what we
had planned.

 

Regards, Jim

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[rt-users] Suppressing reminders

[Jim Tambling]

Hi
 
is there any way to suppress reminders until a specified time before the
reminder is due? My department works a shift pattern so we create
reminders owned by Nobody so whoever is on shift can see what needs to
be done. As the use of RT grows the amount of reminders is getting
bigger and bigger. Ideally I would like to suppress reminders until 24
hours before they are due.
 
Regards, Jim
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Re: [rt-users] Shredder in 3.8.2

[Jim Tambling]

Hi Richard,

I applied the permissions recursively and that appears to have fixed it.



Many thanx, Jim

-Original Message-
From: Richard Foley [mailto:richard.fo...@rfi.net] 
Sent: 09 March 2009 07:59
To: rt-users@lists.bestpractical.com
Cc: Jim Tambling; rt-us...@bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2


Hi Jim,

"Shredder needs a directory to write dumps to. Please check that
you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server."

Looks to me as though that should work:

# ps -ef | grep apache
...
www-data 22739  3889  0 16:19 ?00:00:03
/usr/sbin/apache2 -k

# ls -lR /usr/local/rt/var/data:
...
drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder 

1. Have you restarted your apache?

2. Have you tried being pedantic and checking each and every directory
above 
there too?

ls -d /usr

ls -d /usr/local

ls -d /usr/local/rt

ls -d /usr/local/rt/var

ls -d /usr/local/rt/var/data

ls -d /usr/local/rt/var/data/RT_Shredder

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Sunday 08 March 2009 18:54:52 Jim Tambling wrote:
> Hi again,
> 
> 
> greyarea jim # ls -lR /usr/local/rt/var/data
> /usr/local/rt/var/data:
> total 4
> drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder
> 
> /usr/local/rt/var/data/RT_Shredder:
> total 0
> 
> 
> Thanks, Jim
> 
> -Original Message-
> From: Richard Foley [mailto:richard.fo...@rfi.net]
> Sent: 07 March 2009 08:44
> To: rt-us...@bestpractical.com
> Cc: Jim Tambling; rt-users@lists.bestpractical.com
> Subject: Re: [rt-users] Shredder in 3.8.2
> 
> 
> It might help to use a couple of different commands, please try these
> two:
> 
>   groups www-data
> 
>   ls -lR /usr/local/rt/var/data
> 
> --
> Richard Foley
> Ciao - shorter than aufwiedersehen
> 
> http://www.rfi.net/
> 
> On Friday 06 March 2009 17:46:50 Jim Tambling wrote:
> > Hi,
> > 
> > greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/
> > total 0
> > greyarea jim # ps -ef | grep apache2
> > root  3889 1  0 13:57 ?00:00:06 /usr/sbin/apache2 -k
> > start
> > root  3898 11198  0 13:57 pts/700:00:00 tail -f
> > /var/log/apache2/error.log
> > root  5862 32163  0 12:36 pts/100:00:00 tail -f
> > /var/log/apache2/error.log
> > root 18192   935  0 14:33 pts/400:00:00 tail -F
> > /var/log/apache2/error.log
> > www-data 22739  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
> > start
> > www-data 22740  3889  0 16:19 ?00:00:05 /usr/sbin/apache2 -k
> > start
> > www-data 22741  3889  0 16:19 ?00:00:04 /usr/sbin/apache2 -k
> > start
> > www-data 22742  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
> > start
> > www-data 22743  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
> > start
> > www-data 22765  3889  0 16:19 ?00:00:02 /usr/sbin/apache2 -k
> > start
> > www-data 25089  3889  0 16:26 ?00:00:02 /usr/sbin/apache2 -k
> > start
> > www-data 25090  3889  0 16:26 ?00:00:01 /usr/sbin/apache2 -k
> > start
> > www-data 25091  3889  0 16:26 ?00:00:02 /usr/sbin/apache2 -k
> > start
> > root 31666   984  0 16:42 pts/200:00:00 grep apache2
> > 
> > -Original Message-
> > From: Richard Foley [mailto:richard.fo...@rfi.net]
> > Sent: 06 March 2009 13:24
> > To: Jim Tambling
> > Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com
> > Subject: Re: [rt-users] Shredder in 3.8.2
> > 
> > 
> > On Friday 06 March 2009 14:04:17 Jim Tambling wrote:
> > > Hi
> > >  
> > > I am trying to get shredder working, I have created the directory
> > > and
> > > made it writable by www-data but I still get an error;
> > >  
> > > "Shredder needs a directory to write dumps to. Please check that 
> > > you have  class="file-path">/usr/local/rt/var/data/RT-Shredder
> > > and it is writable by your web server."
> > >  
> > > Am I missing something?
> > >  
> > Maybe www-data is the wrong user/group - please post the result of:
> > 
> > ls -l /usr/local/rt/var/data/RT-Shredder
> > 
> > and (for apache or httpd):
> > 
> > ps -ef | grep httpd
> > 
> > and the results of running the "groups" command against the RT 
> > "user", something _like_ this might do it:
> > 
> > groups rtuser
&g

Re: [rt-users] Shredder in 3.8.2

[Jim Tambling]

Hi again,


greyarea jim # ls -lR /usr/local/rt/var/data
/usr/local/rt/var/data:
total 4
drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder

/usr/local/rt/var/data/RT_Shredder:
total 0


Thanks, Jim

-Original Message-
From: Richard Foley [mailto:richard.fo...@rfi.net] 
Sent: 07 March 2009 08:44
To: rt-us...@bestpractical.com
Cc: Jim Tambling; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2


It might help to use a couple of different commands, please try these
two:

groups www-data

ls -lR /usr/local/rt/var/data

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

On Friday 06 March 2009 17:46:50 Jim Tambling wrote:
> Hi,
> 
> greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/
> total 0
> greyarea jim # ps -ef | grep apache2
> root  3889 1  0 13:57 ?00:00:06 /usr/sbin/apache2 -k
> start
> root  3898 11198  0 13:57 pts/700:00:00 tail -f
> /var/log/apache2/error.log
> root  5862 32163  0 12:36 pts/100:00:00 tail -f
> /var/log/apache2/error.log
> root 18192   935  0 14:33 pts/400:00:00 tail -F
> /var/log/apache2/error.log
> www-data 22739  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
> start
> www-data 22740  3889  0 16:19 ?00:00:05 /usr/sbin/apache2 -k
> start
> www-data 22741  3889  0 16:19 ?00:00:04 /usr/sbin/apache2 -k
> start
> www-data 22742  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
> start
> www-data 22743  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
> start
> www-data 22765  3889  0 16:19 ?00:00:02 /usr/sbin/apache2 -k
> start
> www-data 25089  3889  0 16:26 ?00:00:02 /usr/sbin/apache2 -k
> start
> www-data 25090  3889  0 16:26 ?00:00:01 /usr/sbin/apache2 -k
> start
> www-data 25091  3889  0 16:26 ?00:00:02 /usr/sbin/apache2 -k
> start
> root 31666   984  0 16:42 pts/200:00:00 grep apache2
> 
> -Original Message-----
> From: Richard Foley [mailto:richard.fo...@rfi.net]
> Sent: 06 March 2009 13:24
> To: Jim Tambling
> Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com
> Subject: Re: [rt-users] Shredder in 3.8.2
> 
> 
> On Friday 06 March 2009 14:04:17 Jim Tambling wrote:
> > Hi
> >  
> > I am trying to get shredder working, I have created the directory 
> > and
> > made it writable by www-data but I still get an error;
> >  
> > "Shredder needs a directory to write dumps to. Please check that you
> > have /usr/local/rt/var/data/RT-Shredder
> > and it is writable by your web server."
> >  
> > Am I missing something?
> >  
> Maybe www-data is the wrong user/group - please post the result of:
> 
>   ls -l /usr/local/rt/var/data/RT-Shredder
> 
> and (for apache or httpd):
> 
>   ps -ef | grep httpd
> 
> and the results of running the "groups" command against the RT "user",
> something _like_ this might do it:
> 
>   groups rtuser
> 
> --
> Richard Foley
> Ciao - shorter than aufwiedersehen
> 
> http://www.rfi.net/
> 
> No virus found in this incoming message.
> Checked by AVG - www.avg.com
> Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date:
> 03/06/09 07:20:00
> 


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Re: [rt-users] Is there a mailing list for AT?

[Jim Tambling]

Thanks w_e, will look it up.

Todd, I think you are right in keeping AT simple. It integrates nicely with RT 
and that I s just what we need. Thnaks for providing such a great add-on.

Regards

-Original Message-
From: rt-users-boun...@lists.bestpractical.com 
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: 05 March 2009 18:03
To: who else
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Is there a mailing list for AT?


The future of AT is up to it's users. It works pretty well for many right now, 
and as a default is sort of the same blank slate that RT is when first 
installed. I prefer not to do too much custom stuff in core AT that some people 
won't need. AT extensions can be released for that. Patches are welcome and if 
you have the right attitude a commit bit won't be hard to obtain.

On Thu, Mar 5, 2009 at 12:13 PM, who else  wrote:
>
> Hi Todd,
>
> thank you. Was wondering about the future of AT; i appreciate any help 
> and insights into AT. Am currently working on a localisation as well.
>
> So thanks again.
>
>
> Best
> w_e
>
>
>
> Todd Chapman wrote:
>>
>> The list has been down for a while and I don't have time to maintain 
>> it. The code is hosted by Google. I fully support anyone who wants to 
>> run a list.
>>
>> On Thu, Mar 5, 2009 at 10:59 AM, who else  wrote:
>>>
>>> Not i know of, was searching for it as well.
>>>
>>> As I am a newbie to RT and AT,  i am keen to learn more about AT 
>>> too,  so i created a yahoo group. You can find it here:
>>>
>>> at-user-subscr...@yahoogroups.de
>>>
>>> Dont worry about the TLD; main conversation language is english :-)
>>>
>>> Of course it is still empty, because it was just created, but i 
>>> invite everybody to participate.
>>>
>>> I hope i didn't break any mailing list/forum rule, if so, please let 
>>> me know.
>>>
>>> Best
>>>
>>> w_e
>>> --
>>> View this message in context: 
>>> http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p223
>>> 54476.html
>>> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>>>
>>> ___
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Community help: http://wiki.bestpractical.com
>>> Commercial support: sa...@bestpractical.com
>>>
>>>
>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>> Buy a copy at http://rtbook.bestpractical.com
>>>
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>>
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>> Commercial support: sa...@bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>
> --
> View this message in context: 
> http://www.nabble.com/Is-there-a-mailing-list-for-AT--tp22331558p22356090.html
> Sent from the Request Tracker - User mailing list archive at Nabble.com.
>
> ___
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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. 
> Buy a copy at http://rtbook.bestpractical.com
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No virus found in this incoming message.
Checked by AVG - www.avg.com 
Version: 8.0.237 / Virus Database: 270.11.8/1984 - Release Date: 03/05/09 
07:54:00
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[rt-users] Custom field in searches

[Jim Tambling]

Hi all
 
I have created some queries that I have added to a dashboard. Although I
can edit the columns that are displayed I can't get changes to stick. I
have a custom field that I want displayed on the results of the search
saved in the dashboard but every time I go back to the results it has
dissapeared. How can I make custom field dispaly every time without
having to modify "Dispaly Columns"?
 
Many thanks, Jim
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Re: [rt-users] Shredder in 3.8.2

[Jim Tambling]

Hi,



greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/
total 0
greyarea jim # ps -ef | grep apache2
root  3889 1  0 13:57 ?00:00:06 /usr/sbin/apache2 -k
start
root  3898 11198  0 13:57 pts/700:00:00 tail -f
/var/log/apache2/error.log
root  5862 32163  0 12:36 pts/100:00:00 tail -f
/var/log/apache2/error.log
root 18192   935  0 14:33 pts/400:00:00 tail -F
/var/log/apache2/error.log
www-data 22739  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
start
www-data 22740  3889  0 16:19 ?00:00:05 /usr/sbin/apache2 -k
start
www-data 22741  3889  0 16:19 ?00:00:04 /usr/sbin/apache2 -k
start
www-data 22742  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
start
www-data 22743  3889  0 16:19 ?00:00:03 /usr/sbin/apache2 -k
start
www-data 22765  3889  0 16:19 ?00:00:02 /usr/sbin/apache2 -k
start
www-data 25089  3889  0 16:26 ?00:00:02 /usr/sbin/apache2 -k
start
www-data 25090  3889  0 16:26 ?00:00:01 /usr/sbin/apache2 -k
start
www-data 25091  3889  0 16:26 ?00:00:02 /usr/sbin/apache2 -k
start
root 31666   984  0 16:42 pts/200:00:00 grep apache2

-Original Message-
From: Richard Foley [mailto:richard.fo...@rfi.net] 
Sent: 06 March 2009 13:24
To: Jim Tambling
Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com
Subject: Re: [rt-users] Shredder in 3.8.2


On Friday 06 March 2009 14:04:17 Jim Tambling wrote:
> Hi
>  
> I am trying to get shredder working, I have created the directory and 
> made it writable by www-data but I still get an error;
>  
> "Shredder needs a directory to write dumps to. Please check that you 
> have /usr/local/rt/var/data/RT-Shredder
> and it is writable by your web server."
>  
> Am I missing something?
>  
Maybe www-data is the wrong user/group - please post the result of:

ls -l /usr/local/rt/var/data/RT-Shredder

and (for apache or httpd):

ps -ef | grep httpd

and the results of running the "groups" command against the RT "user", 
something _like_ this might do it:

groups rtuser

-- 
Richard Foley
Ciao - shorter than aufwiedersehen

http://www.rfi.net/

No virus found in this incoming message.
Checked by AVG - www.avg.com 
Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date:
03/06/09 07:20:00
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[rt-users] Shredder in 3.8.2

[Jim Tambling]

Hi
 
I am trying to get shredder working, I have created the directory and
made it writable by www-data but I still get an error;
 
"Shredder needs a directory to write dumps to. Please check that you
have /usr/local/rt/var/data/RT-Shredder
and it is writable by your web server." 
 
Am I missing something?
 
 
Regards, Jim
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[rt-users] Little help with template

[Jim Tambling]

Hi, 
 
I should state I have no knowledge of Perl beforehand. I have a scrip
that notifies the requestor when an approval ticket has been approved.
This is the template;
 
Subject: Ticket Approved: {$Ticket->Subject}
 
Greetings,
 
Your ticket has been approved by { eval { $Approval->OwnerObj->Name } }.

Other approvals may be pending.
 
 
The requestor receives the email as shown below;
 
 
Greetings,
 
Your ticket has been approved by .
Other approvals may be pending.

 
 
Notice the distinct lack of the approver's name.
 
 
Thnaks
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[rt-users] Is there a mailing list for AT?

[Jim Tambling]

As per subject.
 
Thanks
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Re: [rt-users] Global CustomField not displaying

[Jim Tambling]

Thank you sir, that worked :)



-Original Message-
From: Potla, Ashish Bassaliel [mailto:c_apo...@qualcomm.com] 
Sent: 17 February 2009 12:42
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: Global CustomField not displaying

Hi
Did you apply the group-rights and the user-rights with ShowCustomField
and ModifyCustomField rights?
Might be worth a look.

-Ashish

From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim Tambling
[jim.tambl...@datatote.co.uk]
Sent: Tuesday, February 17, 2009 5:42 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Global CustomField not displaying

Hello

I have created a custom field to appear in all tickets. I have enabled
it globally for all queues but it does not appear in any new ticket.
Where am I going wrong?

Regards, Jim

No virus found in this incoming message.
Checked by AVG - www.avg.com 
Version: 8.0.237 / Virus Database: 270.10.23/1952 - Release Date:
02/16/09 18:31:00
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[rt-users] Global CustomField not displaying

[Jim Tambling]

Hello
 
I have created a custom field to appear in all tickets. I have enabled
it globally for all queues but it does not appear in any new ticket.
Where am I going wrong?
 
Regards, Jim
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Re: [rt-users] Reminders still open after a ticket is closed

[Jim Tambling]

Thanks Mark,
 
Tried that but it still doesn't work. Will try it next week when we
upgrade to 3.8.2.
 
Regards, Jim

-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu] 
Sent: 12 February 2009 18:09
    To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed



That part of it looks OK to me.

 

I recently had a problem with a similarly-structured scrip that
didn't seem to be firing.  It turned out to be because I'd left the
"Custom Action Preparation Code" field blank.  When I put a "return 1;"
into that field, it started behaving as expected.

 

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

     

From: Jim Tambling [mailto:jim.tambl...@datatote.co.uk] 
Sent: Wednesday, February 11, 2009 4:36 PM
To: Roedel, Mark; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed

 

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put
in the scrip;

 

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is
correct.

 

Regards

 

        -Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is
closed

 

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
<http://wiki.bestpractical.com/view/OnQueueChangeFixReminders>  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is
closed

 

If I set a reminder for a ticket, after the ticket is resolved
the reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards






Spam
<http://antispam.letu.edu/canit/b.php?i=29100855&m=be36942b459f&c=s> 
Not spam
<http://antispam.letu.edu/canit/b.php?i=29100855&m=be36942b459f&c=n> 
Forget previous vote
<http://antispam.letu.edu/canit/b.php?i=29100855&m=be36942b459f&c=f> 

No virus found in this incoming message.
Checked by AVG - www.avg.com
Version: 8.0.234 / Virus Database: 270.10.23/1948 - Release
Date: 02/12/09 07:20:00


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Re: [rt-users] Reminders still open after a ticket is closed

[Jim Tambling]

Thanks Mark

 

I tried that but it doesn't seem to work. Here's the code I put in the
scrip;

 

my $tickets = new RT::Tickets(RT->SystemUser)

my $id = $self->TicketObj->id;

my $queue = $self->TicketObj->QueueObj->Name;

 

return 1 unless (defined($id)); # Can this be undefined?

 

 $tickets->FromSQL('Type = "reminder" AND RefersTo="'.$id.'"');

 while (my $ticket = $tickets->Next) {

 $RT::Logger->info("Closing associated reminder");

 $ticket->SetStatus("resolved"); 

}

 return 1; 

 

 

I have zero knowledge of  perl so I don't know if this is correct.

 

Regards

 

-Original Message-
From: Roedel, Mark [mailto:markroe...@letu.edu] 
Sent: 10 February 2009 23:04
To: Jim Tambling; rt-us...@bestpractical.com
Subject: RE: [rt-users] Reminders still open after a ticket is closed

 

Looks to me like
http://wiki.bestpractical.com/view/OnQueueChangeFixReminders
<http://wiki.bestpractical.com/view/OnQueueChangeFixReminders>  should
get you most of the way there as a jumping-off point.  Obviously, you'd
change the scrip condition to "On Resolve" and you'd use a
$ticket->SetStatus('resolved') call in place of the
$Ticket->SetQueue($queue) in the while loop...

 

--

Mark Roedel

Senior Programmer/Analyst - Web Services

LeTourneau University

 

From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim
Tambling
Sent: Tuesday, February 10, 2009 4:37 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Reminders still open after a ticket is closed

 

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards

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[rt-users] Reminders still open after a ticket is closed

[Jim Tambling]

If I set a reminder for a ticket, after the ticket is resolved the
reminder is still active. Is there anyway to automate closing the
reminders on resolution of the ticket?

 

Regards

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[rt-users] FW: Quick Ticket Creation widget - how to remove it?

[Jim Tambling]

That only removes it from the layout of the user that's logged in. I
want to remove it from everyone's layout.

Jim

-Original Message-
From: Jeff Voskamp [mailto:javos...@uwaterloo.ca] 
Sent: 04 February 2009 14:49
To: Jim Tambling
Subject: Re: [rt-users] Quick Ticket Creation widget - how to remove it?

Jim Tambling wrote:
>
> As per the subject, fairly new to RT but I have looked everywhere and 
> can't find a simple way to do it.
>
> Regards
>
Configuration->Global-RT at a Glance and pull it from the layout.

Jeff
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[rt-users] Quick Ticket Creation widget - how to remove it?

[Jim Tambling]

As per the subject, fairly new to RT but I have looked everywhere and
can't find a simple way to do it.

 

Regards

 

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