[rt-users] Tickets very slow to come up... if they come from a particular user
RT is usually pretty good, we have 4000+ users in our user table, but only 100 or so that regularly create tickets. Whenever we open a ticket from one particular user, it takes IE (RT?) a half minute to render the page. Any ideas about what to investigate further, or what, if anything, can be done? RHEL5, RT 4.0.2, Oracle 10.2 Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. Final RT training for 2012 in Atlanta, GA - October 23 24 http://bestpractical.com/training We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Weird panic error
One way to get farther in situations like these is a quick hack to
HTML/Quoted.pm as follows:
eval {
my $parser = HTML::Quoted::Parser-new(
[...]
);
};
if ($@) {
require Carp;
Carp::confess(TOKEN or interesting variable);
}
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Bart
Sent: Thursday, February 16, 2012 4:03 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Weird panic error
Hi,
Weir experiencing a weird error in our production installation of RT, something
we haven't seen before.
It's randomly creatiing errors, after a bunch of refreshes it seems to work
again for a while.
Clearing the mason object cache + reloading the webservice also seems to help a
bit. (but only for a while)
Below a few errors that weir getting:
1) panic: attempt to copy value HTML::Quoted::Parser=HASH(0x7f7a770dc590) to a
freed scalar 7f7a77eac6d0 at /usr/local/share/perl/5.10.1/HTML/Quoted.pm line
79.
2) Cannot copy to ARRAY in sassign at
/usr/local/share/perl/5.10.1/HTML/Quoted.pm line 79.
The errors result in no history being shown, not in the overview page or on the
history page. (the history is replaced by the error line)
4.0.4 is our current version, I haven''t yet made plans for upgrading to 4.0.5.
(should I?)
We've experienced these errors since version 4.0.4 of RT, we didn't seem to
have these errors with version 4.0.2.
It seems to be something with the HTML Quoted.pm file, thats the common factor
on all errors. I just don't have a clue on where to find the solution.
Since the problem comes up randomly it's a little difficult to figure out
what's causing it, I'm assuming that it might be the plugin
RT::Extension::HistoryFilter but turing that one off will affect the user
experience allot.
Also, we can't seem to reproduce the error in our testing environment, which
uses the same plugins and an almost identical configuration.
In addition, I'm getting a bunch of errors in the apache logs for RT. Though
I'm not sure if they are related: (snippets of the most common errors, they
happen quite allot, especially the last one listed)
Error while loading /opt/rt4/sbin/rt-server: Since your configuration exists
(/opt/rt4/etc/RT_SiteConfig.pm) but is not writable, I'm refusing to do
anything.\n, referer: https://rt..
Apache2::RequestIO::rflush: (103) Software caused connection abort at
/usr/local/share/perl/5.10.1/Plack/Handler/Apache2.pm line 153, referer:
https://rt..
Has anyone seen these errors before? And if so, what could be the cause?
Thanks in advance!
-- Bart
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston March 5 6, 2012
[rt-users] Is Shredder still the way to delete old tickets?
I'd like to archive all tickets that are older than 1 year in all queues except one, which should never be archived. 3.8.* docs suggest using shredder to get rid of old tickets, but that's not quite the same as an archive. Suggestions? Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Two questions
On Tue, Jan 31, 2012 at 12:54:04PM -0500, Josh Narins wrote: On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote: I got partway along writing a Mail Plugin for RT3.8, but, somewhere along the way, I lost it. Can anyone point me to any documentation on them? My goal is to remove the endlessly duplicating newlines of the quoted text on each reply to our tickets and to remove the signatures. There is actually code in 3.8.10 or later to work around Outlook's bugs with newlines. I'm running 4.0.2 and still have the problem. Please followup with some sample data to rt-bugs? Thanks Sure. What data do you actually want? I'm happy to run any sort of query. I found a ticket with no business-sensitive information that has the problem. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Two questions
1. I got partway along writing a Mail Plugin for RT3.8, but, somewhere along the way, I lost it. Can anyone point me to any documentation on them? My goal is to remove the endlessly duplicating newlines of the quoted text on each reply to our tickets and to remove the signatures. 2. Certain people aren't quite clear on who should be assigning tickets to whom, so, I'd like to be able to block that. Is this a transactionbatch step? Can anyone point me to what I'd need to add the code I need to block that? Thanks. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Two questions
On Tue, Jan 31, 2012 at 09:28:00AM -0500, Josh Narins wrote: I got partway along writing a Mail Plugin for RT3.8, but, somewhere along the way, I lost it. Can anyone point me to any documentation on them? My goal is to remove the endlessly duplicating newlines of the quoted text on each reply to our tickets and to remove the signatures. There is actually code in 3.8.10 or later to work around Outlook's bugs with newlines. I'm running 4.0.2 and still have the problem. You probably want to look at CommandByMail or the GnuPG encryption plugin for an example of how to work with the mail. Will do. Certain people aren't quite clear on who should be assigning tickets to whom, so, I'd like to be able to block that. Is this a transactionbatch step? Can anyone point me to what I'd need to add the code I need to block that? You'd probably be better off just hiding the Owners dropdown from some people (or ensuring they don't have ModifyTicket). If you want to do it from a Scrip, you only need a normal TransactionCreate Scrip when an OwnerChange condition and a custom action. Thanks, again. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Help installing RT4 on Ubuntu
Please review this part of the error message you sent: RT couldn't connect to the database where tickets are stored.If this is a new installation of RT, you should visit the URL belowto configure RT and initialize your database.If this is an existing RT installation, this may indicate a databaseconnectivity problem.The error RT got back when trying to connect to your database was:Couldn't find RT_System user in the DB Try seeing if you can connect to the RT database with a simple perl DBI and DBD::Mysql script, then try connecting as the RT user, also check if you can find RT tables, like users, once connected. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
[rt-users] Slowness when loading tickets created via a certain FAX to email service
Running RT4.0.2 with perl5.12.2, Oracle 10g, RHEL5 and httpd-2.2.16. Browser is IE7. We are using EasyLink's Fax to E-mail service and the faxes are attached as a PDF to an email which are sent to a queue. I'm looking at one ticket with 135b of email and 110k of a PDF attachment and the page is taking in excess of 40 seconds to load. It spends most of that time with the menubar, ticket number, the New Ticket button and search widget visible, and the rest of the screen is the blue gradient. Most operations on this ticket also take upwards of 40 seconds. For comparison, a normal ticket takes 2-3 seconds to load and render. We have other attachments, PDFs too, which are larger, but have no problems. This is a set of the headers from the bad ticket, maybe that's part of the problem? Everything in the tickets and transactions tables looks identical between regular and slow-loading tickets. I'm using [...] for some long digit phrases in the headers below. From opera...@netmoves.com Tue Nov 15 15:40:58 2011 MIME-Version: 1.0 X-PSTN-Levels: (S:99.9/99.9 CV: 3.9146 FC:95.5390 LC:95.5390 R:95.9108 P:95.9108 M:97.0282 C:98.6951 ) X-R5basetid: 0240445113197438900 Content-Type: multipart/mixed; boundary=Boundary-=_fiFHvHhtMAxqDVNRChqtZGovSJJn Message-ID: 0240201113197444900.[...]0.0240445113197438...@pfc1a.ps.easylink.com Reply-To: supp...@easylink.com X-Nva_ps: 3 X-PSTN-Addresses: from supp...@easylink.com forward (org good) [db-null] Received: from MS3.nyc.seniorbridgeinternal.com (ms.mycompany.com [192.168.0.13]) by mycompany.com (Postfix) with ESMTP id 038A2DD809E for account...@rt.mycompany.com; Tue, 15 Nov 2011 15:40:58 -0500 (EST) Received: from psmtp.com (74.125.149.94) by ms.mycompany.com (192.168.0.13) with Microsoft SMTP Server (TLS) id 8.3.159.2; Tue, 15 Nov 2011 15:40:58 -0500 Received: from ohrelay1.oh.easylink.com ([165.251.70.60]) (using TLSv1) by na3sys009amx168.postini.com ([74.125.148.10]) with SMTP; Tue, 15 Nov 2011 20:40:57 GMT Received: from pfc1a.ps.easylink.com (pfc1a.ps.easylink.com [165.251.35.5]) by ohrelay1.oh.easylink.com (8.14.3/8.14.3) with ESMTP id pAFKesXa021416 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NO) for account...@mycompany.com; Tue, 15 Nov 2011 15:40:55 -0500 (EST) Received: from pfc1a.ps.easylink.com (localhost [127.0.0.1])by pfc1a.ps.easylink.com (8.13.8/8.13.8) with ESMTP id pAFKescm030764 (version=TLSv1/SSLv3 cipher=DHE-RSA-AES256-SHA bits=256 verify=NO)for account...@mycompany.com; Tue, 15 Nov 2011 15:40:54 -0500 Received: (from operator@localhost) by pfc1a.ps.easylink.com (8.13.8/8.13.8/Submit) id pAFKespN030763; Tue, 15 Nov 2011 15:40:54 -0500 Delivered-To: account...@mycompany.com Subject: Fax From: 0240[...]900 Return-Path: opera...@netmoves.com X-Original-To: account...@mycompany.com X-PSTN-Neptune: 2/2/1.00/92 Date: Tue, 15 Nov 2011 15:39:49 -0500 X-PSTN-Settings: 2 (0.5000:0.5000) s CV gt3 gt2 gt1 To: account...@mycompany.com From: supp...@easylink.com Content-Length: 0 357362 content-type: text/plain; charset=utf-8 Content-Disposition: inline Content-Transfer-Encoding: 7bit X-RT-Original-Encoding: ascii Content-Length: 135 Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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
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 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 = $CustomField-Values;
% my %seen = ();# Jim Lesinski
select name=%$Name%
option value= selected=selected-/option
option value=NULL|/l(no value)//option
% while (my $value = $values-Next) {
%unless ($seen{$value-Name}){# Jim Lesinski
option value=%$value-Name%%$value-Name%/option
% $seen{$value-Name} = 1;# Jim Lesinski
%}# Jim Lesinski
% }
/select
% }
% else {
input name=%$Name% size=20 /
% }
On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski
jim.lesin...@gmail.commailto:jim.lesin...@gmail.com 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
falc...@bestpractical.commailto:falc...@bestpractical.com 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
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
Re: [rt-users] Categories are based on... How to handle the same value for multiple parent categories
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 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
jnar...@seniorbridge.commailto:jnar...@seniorbridge.com 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.commailto:rt-users@lists.bestpractical.com
rt-users@lists.bestpractical.commailto: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 = $CustomField-Values;
% my %seen = ();# Jim Lesinski
select name=%$Name%
option value= selected=selected-/option
option value=NULL|/l(no value)//option
% while (my $value = $values-Next) {
%unless ($seen{$value-Name}){# Jim Lesinski
option value=%$value-Name%%$value-Name%/option
% $seen{$value-Name} = 1;# Jim Lesinski
%}# Jim Lesinski
% }
/select
% }
% else {
input name=%$Name% size=20 /
% }
On Mon, Nov 14, 2011 at 2:09 PM, Jim Lesinski
jim.lesin...@gmail.commailto:jim.lesin...@gmail.com 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
falc...@bestpractical.commailto:falc...@bestpractical.com 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
[rt-users] Failure trying to setup fulltext indices with Oracle
We are using RT4.0.2, Oracle 10g and RHEL5. RT is running fine. I wanted to add the full text search, and this is what I got... /home/apps/sbin/rt-setup-fulltext-index --dba system --dba-password [Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/home/apps/builds/rt/rt-4.0.2/var/data/gpg). PGP support has been disabled (/home/apps/sbin/../lib/RT/Config.pm:579) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-01919: role 'CTXAPP' does not exist (DBD ERROR: error possibly near * indicator at char 6 in 'GRANT *CTXAPP TO rt_user') [for Statement GRANT CTXAPP TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-04042: procedure, function, package, or package body does not exist (DBD ERROR: error possibly near * indicator at char 24 in 'GRANT EXECUTE ON CTXSYS.*CTX_DDL TO rt_user') [for Statement GRANT EXECUTE ON CTXSYS.CTX_DDL TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/rt-setup-fulltext-index:546) [Thu Sep 29 12:37:05 2011] [crit]: DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/../lib/RT.pm:340) DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Failure trying to setup fulltext indices with Oracle
On Thu, Sep 29, 2011 at 09:00:16AM -0400, Josh Narins wrote: We are using RT4.0.2, Oracle 10g and RHEL5. RT is running fine. I wanted to add the full text search, and this is what I got... The CTXAPP role is tied to the Oracle Text tool. Do you have Oracle Text installed? If not, Oracle has no full text indexing. If you do have it installed, does it define a different role name? -kevin Thank you. It was installed but not configured. /home/apps/sbin/rt-setup-fulltext-index --dba system --dba- password [Thu Sep 29 12:37:05 2011] [debug]: RT's GnuPG libraries couldn't successfully read your configured GnuPG home directory (/home/apps/builds/rt/rt-4.0.2/var/data/gpg). PGP support has been disabled (/home/apps/sbin/../lib/RT/Config.pm:579) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-01919: role 'CTXAPP' does not exist (DBD ERROR: error possibly near * indicator at char 6 in 'GRANT *CTXAPP TO rt_user') [for Statement GRANT CTXAPP TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA-04042: procedure, function, package, or package body does not exist (DBD ERROR: error possibly near * indicator at char 24 in 'GRANT EXECUTE ON CTXSYS.*CTX_DDL TO rt_user') [for Statement GRANT EXECUTE ON CTXSYS.CTX_DDL TO rt_user] at /home/apps/sbin/rt-setup-fulltext-index line 609. (/home/apps/sbin/rt-setup-fulltext-index:609) [Thu Sep 29 12:37:05 2011] [warning]: DBD::Oracle::db do failed: ORA- 06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/rt-setup-fulltext-index:546) [Thu Sep 29 12:37:05 2011] [crit]: DBD::Oracle::db do failed: ORA- 06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. (/home/apps/sbin/../lib/RT.pm:340) DBD::Oracle::db do failed: ORA-06550: line 1, column 7: PLS-00201: identifier 'CTX_DDL.CREATE_PREFERENCE' must be declared ORA-06550: line 1, column 7: PL/SQL: Statement ignored (DBD ERROR: error possibly near * indicator at char 6 in 'begin *ctx_ddl.create_preference(:p1, :p2); end;') [for Statement begin ctx_ddl.create_preference(?, ?); end;] at /home/apps/sbin/rt-setup-fulltext-index line 546. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Slowness with old browsers
My company uses a lot of IE7. Rendering times for pages are much slower with RT4.0.2 than with RT3.8.8, which we were using last week. When I use IE8 or Chrome, it is fine. Does anyone have any ideas for reducing/eliminating some css or javascript that might help my users? Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Slowness with old browsers
From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Thursday, September 08, 2011 1:34 PM On Thu, Sep 08, 2011 at 01:21:51PM -0400, Josh Narins wrote: My company uses a lot of IE7. Rendering times for pages are much slower with RT4.0.2 than with RT3.8.8, which we were using last week. Just at a guess, you're running into issues around the corner rounding many people very much wanted. If you have a look through the list archives, you should find a discussion of how to disable the IE-specific corner rounding workaround as a first thing to test. Thanks for the quick response. Looking through the archives it almost appears as if this were a problem with Firefox back when 3.8 first came around, but I can't see that there was anything about disabling it. My problem is with IE7, which had it disabled when 3.8 came out. For an example of a search I tried: corners site:lists.bestpractical.com/pipermail/rt-users Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Weekend Update rt3.8.8 - rt4.0.2 gone awry
The mailgate is returning this:
Could not record email: Ticket creation failed: RT::Ticket : Status 'new' isn't
a valid status for tickets in this queue.
(/home/apps/builds/rt/rt-4.0.2/share/html/REST/1.0/NoAuth/mail-gateway:75)
Which is a potentially bigger and bigger deal, as time passes.
We previously had two extra statusses, defined in RTSiteConfig's @ActiveStatus
called 'fixed' and 'approved.'
I have remove that line from the config, and replaced it with
Set(%Lifecycles,
default = {
active = [ 'open', 'stalled', 'fixed', 'approved' ],
defaults = { on_create = 'new', on_merge = 'resolved', },
}
);
I dug down far enough to start understanding RT::Lifecycle, but I didn't easily
find any portion which tells me which statusses are valid for which queues, or
how that might be configured in RT_SiteConfig.pm.
Any help would be appreciated.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
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] New 4.02 install issue-Can't locate I18N/LangTags/List.pm (solved)
The permissions are also affected by the umask of the installing user. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.- Original Message - From: Mark Story [mailto:mst...@xion.org] Sent: Saturday, September 03, 2011 02:38 PM To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: Re: [rt-users] New 4.02 install issue-Can't locate I18N/LangTags/List.pm (solved) Aha! Found the problem. Permissions for some of the sub directories of one of the Perl module locations (/usr/local/share/perl/5.10.0) were wrong. After chmod'ing them all is good now it seems. I thought CPAN maintained all the permissions for Perls modules ... guess not. --Mark Greetings, Fresh install of RT 4.02 on Linux, all dependencies tests passed, everything fired up as expected except when accessing pages that have language selections, e.g. create user. The error message appears only in the browser, nothing in the log files (full text at the end of this email) but boils down to: Error during compilation of /opt/rt4/share/html/Elements/SelectLang: Can't locate I18N/LangTags/List.pm in @INC From the RT System Configuration page, shows Detect.pm but not List.pm: I18N::LangTags 0.35 /usr/share/perl/5.10/I18N/LangTags.pm I18N::LangTags::Detect 1.03 /usr/share/perl/5.10/I18N/LangTags/Detect.pm And the search path looks good: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2 However, the Perl module is in fact on disk: www:/usr/share/perl/5.10.0/I18N/LangTags# ll /usr/share/perl/5.10 lrwxrwxrwx 1 root root 6 Apr 28 2010 /usr/share/perl/5.10 - 5.10.0 www:/usr/share/perl/5.10.0/I18N/LangTags# ll total 40 -rw-r--r-- 1 root root 6538 Jun 30 20:44 Detect.pm -rw-r--r-- 1 root root 28826 Jun 30 20:44 List.pm CPAN reports the LangTag modules are all up to date. Has anyone else seen this before? Suggestions? Thanks! --Mark = Full error message as appears in the browser: Error during compilation of /opt/rt4/share/html/Elements/SelectLang: Can't locate I18N/LangTags/List.pm in @INC (@INC contains: /opt/rt4/sbin/../local/lib /opt/rt4/sbin/../lib /etc/perl /usr/local/lib/perl/5.10.0 /usr/local/share/perl/5.10.0 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt4/share/html/Elements/SelectLang line 70. Stack: [/opt/rt4/share/html/Elements/SelectLang:70] [I18N/LangTags/List.pm:70] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:817] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:445] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1127] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1060] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Admin/Users/Modify.html:94] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Admin/Users/Modify.html:102] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] [/opt/rt4/share/html/autohandler:53] BEGIN failed--compilation aborted at /opt/rt4/share/html/Elements/SelectLang line 70. Stack: [/opt/rt4/share/html/Elements/SelectLang:70] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:817] [/usr/local/share/perl/5.10.0/HTML/Mason/Interp.pm:445] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1127] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1060] [/usr/local/share/perl/5.10.0/HTML/Mason/Request.pm:1239] [/opt/rt4/share/html/Admin/Users/Modify.html:94] [/opt/rt4/share/html/Widgets/TitleBox:56] [/opt/rt4/share/html/Admin/Users/Modify.html:102] [/opt/rt4/share/html/Admin/autohandler:49] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] [/opt/rt4/share/html/autohandler:53] 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
[rt-users] RT::Handle
Not a problem. I am using Oracle and I had to override the DSN method of RT::Handle to return 'DBI:Oracle:my_database' I guess earlier developers had set up this machine to connect with DBI using the above string as DSN and the other string, including sid=, wasn't set up to work. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Passing date variables as dates from the CLI
-mm-dd works, but you'll want(need?) leading zeroes for mm and dd. From: Chris Herrmann [mailto:chris.herrm...@faredge.com.au] Sent: Wednesday, January 26, 2011 09:53 PM To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: [rt-users] Passing date variables as dates from the CLI Hi all, Another problem to do with (I suspect) dates not be treated as dates. My script has this block at the front to set some variables, so that I can eventually run it from a regular cron job: startmonth=`date +%m` startyear=`date +%Y` endyear=$startyear friendlymonth=`date +%b` reportperiod=$friendlymonth $startyear if [ $startmonth = 12 ];then endyear=$(($startyear+1)) endmonth=1 else endyear=$startyear endmonth=$(($startmonth+1)) fi startdate=1/$startmonth/$startyear enddate=1/$endmonth/$endyear Idea being to put the start end dates into variables “startdate” and “enddate” to restrict the report range. If I run: rt list “queue = ‘myqueue’ and created ‘$startdate’” It returns results correctly. If I run: rt list “queue = ‘myqueue’ and created ‘$enddate’” It says “No matches found”. If I manually enter: rt list “queue = ‘myqueue’ and created ‘1/2/2011’” Then it works correctly. root@sirius:/ # echo $startdate $enddate 1/01/2011 1/2/2011 They’re obviously different – “startdate” has a month of “01” whilst “enddate” is “2”. But startdate works, and enddate not... Is there some way I need to format the resulting variable differently so that it knows it’s a date and is treated as such? Thanks, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] cannot display requestor or requestors attributes in rt CLI when specifying fields
I can't tell, for certain, but it looks like there might be some cut-n-paste
resultant extra newlines in your patch file, for example, between Curr and
entUser.
That might just my mail server + client, though.
From: Chris Herrmann [mailto:chris.herrm...@faredge.com.au]
Sent: Wednesday, January 26, 2011 09:19 PM
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: [rt-users] cannot display requestor or requestors attributes in rt CLI
when specifying fields
Hi Emmanuel,
Thanks, the patch doesn’t apply:
root@sirius:/usr/share/request-tracker3.8# patch -p2 /tmp/thepatch
patching file html/REST/1.0/Forms/ticket/default
patch: malformed patch at line 14: $time = new RT::Date
($session{Curr
entUser});
=
root@sirius:/tmp# cat thepatch
diff --git a/share/html/REST/1.0/Forms/ticket/default
b/share/html/REST/1.0/Forms/ticket/default
index 0d403b2..280ab55 100755
--- a/share/html/REST/1.0/Forms/ticket/default
+++ b/share/html/REST/1.0/Forms/ticket/default
@@ -202,7 +202,7 @@ if (!keys(%data)) {
foreach $key (@people) {
next unless (!%$fields || (exists $fields-{lc $key}));
-push @data, [ $key = [ $ticket-$key-MemberEmailAddresses ] ];
+push @data, [ $key =
+ $ticket-$key-MemberEmailAddressesAsString ];
}
$time = new RT::Date ($session{CurrentUser});
root@sirius:/tmp#
This occurs twice in that file (approx. line 202 line 310). The other
matching text you’ve flagged there narrows it down to the block @ line 202…
Ok, found it:
205:push @data, [ $key = [ $ticket-$key-MemberEmailAddresses ] ];
To
push @data, [ $key = $ticket-$key-MemberEmailAddresses ];
and it’s now working… yay! I need to check a few other things in our staging
environment first, and then will deploy to prod.
Dominic: Yes, agree but I need a way of making this work right now, so for the
moment I’ll update our internal documentation around deploying upgrades for RT
and a note to check this functionality. We have several other systems that
depend upon RT (like billing for example) so we don’t tend to upgrade RT very
often, only when we’re looking for some significant new functionality.
What’s the protocol for me to post this up as a suggestion for this fix to
become incorporated back into the main 3.8 code base so that future releases
will include it? (assuming that this isn’t going to break some other piece of
critical functionality!).
Something weird I did notice (unrelated I think):
rt list id = 68667 -f id,requestors,subject
id Subject Requestors
68667 My testing ticketch...@noemail.com
Notice that the order of the requestors subject field is reversed? The
headings in the results are the right way around though. It’s not critical but
curious as to why.
Regards,
Chris Herrmann
Far Edge Technology
p. 02 84251400
m. 0403 393309
http://www.faredge.com.au
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
Re: [rt-users] Passing date variables as dates from the CLI
1/1/2011 is unambiguous whether we are in Europe or America. 1/2/2011 is not. -xx-xx is always (everywhere I have ever seen., or hope to see) -mm-dd. From: Chris Herrmann [mailto:chris.herrm...@faredge.com.au] Sent: Wednesday, January 26, 2011 10:18 PM To: Josh Narins Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: RE: [rt-users] Passing date variables as dates from the CLI But dd/mm/ also works – $startdate works for example. Or if you type “1/1/2011” this will work, which doesn’t have the leading zero. Regards, Chris Herrmann Far Edge Technology p. 02 84251400 m. 0403 393309 http://www.faredge.com.au From: Josh Narins [mailto:jnar...@seniorbridge.com] Sent: Thursday, 27 January 2011 14:14 To: Chris Herrmann; 'rt-users@lists.bestpractical.com' Subject: Re: [rt-users] Passing date variables as dates from the CLI -mm-dd works, but you'll want(need?) leading zeroes for mm and dd. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] Customized Status
Read again. $BUILD_LOCATION/local/po Create a file called xx.po (where xx is your language ) and put the stuff between the --cut-- lines in there. And, since RT caches a lot, you'll probably need to clean out the cache under var/mason_data. I always restart the server at the point, but I'm not 100% sure that is required. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Adam Tang Sent: Monday, January 24, 2011 10:37 PM To: elac...@easter-eggs.com; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customized Status Dear RT Friends, Thank you for the advices. I don't know where is the exact location for local, so, i go into rt-3.8.8\lib\RT\I18N and add the msgid and msgstr for Open but nothing happens. I am using ubuntu server os. Now, I am trying another way. I add custom field called Taken and apply to ticket with type of select a value. I can see the custom field is at ticket there with choices of no value and yes. but, how do I change the custom field from value no value to yes after user clicked take to own the ticket? Once again, thank you for your help. Date: Mon, 24 Jan 2011 16:06:01 +0100 From: elac...@easter-eggs.com To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customized Status On Mon, Jan 24, 2011 at 09:46:31AM -0500, Josh Narins wrote: Take, to take, I want the ticket. Taken, having been took, I have the ticket. That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config: DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. if you just want to change open in the web UI to Taken, then just change the translation by creating a file in local/po/xx.po (xx = two letters of your language) with the following content: -cut- msgid msgstr MIME-Version: 1.0\n Content-Type: text/plain; charset=UTF-8\n Content-Transfer-Encoding: 8bit\n msgid Open msgstr Taken -cut- check in lib/RT/I18N/xx.po if other strings may need to be tranlsated. then restart your web server.
Re: [rt-users] Customized Status
Take, to take, I want the ticket. Taken, having been took, I have the ticket. That said, I have my doubts that there is an answer. Adding extra statii was easy enough, but there is a warning in the config: DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT will break horribly. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Emmanuel Lacour Sent: Monday, January 24, 2011 9:28 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customized Status On Mon, Jan 24, 2011 at 03:14:03PM +0800, Adam Tang wrote: Dear RT friends, How do I change the status of open to taken? I found the word open quite confusing. are you sure, there is already a take wording usage when someone take a ticket. How would you make the difference? If you're problem is that you think to complicate to take then open a ticket, you can group both actions on the web UI to a TakeOpen action using callbacks like local/html/Callbacks/TakeOpen/Ticket/Elements/Tabs/Default which would replace those actions un share/html/Ticket/Elements/Tabs.
[rt-users] JSGantt question
First, thanks to RT, and thanks to the contributor to the JSGantt extension. It has impressed management and it is going to give them more than they expected, in terms of seeing what is going on, what has been going on, and estimating what is going to be happening, and how soon. I need to modify JSGantt a bit, because my tickets are really keyed off Estimated Work Hours and Priorities. So, the estimated start date for my 4th highest priority ticket is based on the amount of business hours it is expected my first three tickets to take, and the estimated completion date of my 4th highest priority ticket is some time after that. If the ticket is estimated to take 40 hours, then the completion date should be 1 week later than the calculated start date. I also want the Gantt chart to have some markings on each day the ticket is worked. I have the team use Tools-My Day at the end of each day and, even if they don't add a comment, I make sure it is recorded as a transaction (the comment defaults to No Comment, which leads to the right code path). Maybe even proportional to the number of hours entered. I think changing the % Comp. field to be 100*((Est. Hours - Hours Worked)/Est. Hours) should be pretty easy, and I just have to configure something to send me an email when Hours Worked becomes greater than Hours Estimated. If anyone has made some modifications like this, please let me know before I begin. Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] webmux.pl - Insecure dependency in chdir while running with -T switch
From what I understand of Taint (-T) mode, this has nothing to do with
directory permissions, and everything to do with trying to chdir to a variable
(representing a directory) that has been marked as being unsafe, i.e. from
user input.
See perldoc perldiag to find the error message, which then leads you to
perldoc perlsec for more about taint mode.
That said, I don't know, inside RT, the appropriate way to deal with this.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnar...@seniorbridge.com
SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.-Original
Message-
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Kim Pedersen
Sent: Tuesday, January 18, 2011 8:39 AM
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] webmux.pl - Insecure dependency in chdir while
running with -T switch
LOL - that figures :-)
Yes, the path and permissions is alright - I can switch to the Apache
user and all the perl modules in /usr/lib/perl5/5.10.1/File are 444,
with the path directories being 755
It's Line 250 in /usr/lib/perl5/5.10.1/File/Path.pm that throws off
webmux.pl. Could it be some sort of RT/Webmux compatibility issue /bug
with Mandriva Perl 5.10.1?
- Again the live installation is running with the same version of
Perl, and I've compared the Path.pm webmux.pl files between systems
and they are identical
--- /usr/lib/perl5/5.10.1/File/Path.pm ---
if ( -d _ ) {
$root = VMS::Filespec::pathify($root) if $Is_VMS;
Line 250if (!chdir($root)) {
# see if we can escalate privileges to get in
# (e.g. funny protection mask such as -w- instead of
rwx)
$perm = 0;
my $nperm = $perm | 0700;
if (!($arg-{safe} or $nperm == $perm or chmod($nperm,
$root))) {
_error($arg, cannot make child directory
read-write-exec, $canon);
next ROOT_DIR;
}
elsif (!chdir($root)) {
_error($arg, cannot chdir to child, $canon);
next ROOT_DIR;
}
}
---
Kim P
On 2011-01-18 08:25, Schincke, Keith D. (JSC-IT)[DB Consulting Group,
Inc.] wrote:
My typo. It should have been perl module.
Is the path to/usr/lib/perl5/5.10.1/File/Path.pm readable by the
apache user? Each of the directories should be 755 with the perl module
being 644.
I sometimes get DAG modules installing with a 750 and 640
respectively. Everything passes as root but fails as a user.
Keith
From: rt-users-boun...@lists.bestpractical.com [rt-users-
boun...@lists.bestpractical.com] On Behalf Of Kim Pedersen
[li...@kimp.org]
Sent: Tuesday, January 18, 2011 12:48 AM
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] webmux.pl - Insecure dependency in chdir
while running with -T switch
Hi Keith,
I am not sure I understand 100% what permissions to the perl mode
means.
But the line calling File::Path in /usr/sbin/webmux.pl refers to
$RT::MasonDataDir, which points to /var/cache/rt/mason_data/.
The content and permissions of that folder is the following:
drwxrwx--- 5 apache apache 38 2011-01-18 01:06 ./
drwxr-xr-x 4 root root 42 2011-01-18 01:06 ../
drwxrwx--- 2 apache apache 6 2011-01-18 01:06 cache/
drwxrwx--- 2 apache apache 6 2011-01-18 01:06 etc/
drwxrwx--- 3 apache apache 50 2011-01-18 01:06 obj/
The obj dir has session related files in it (That are recreated by
apache if I empty the folders) all created by apache, and apache also
has the permissions to delete the files
It looks like webmux.pl is trying to clean out the
/var/cache/rt/mason_data/obj folder and failing for some reason, with
Insecure dependency in mkdir while running with -T switch at
/usr/lib/perl5/5.10.1/File/Path.pm line 108, line 2.
if ( $ENV{'MOD_PERL'} !RT-Config-Get('DevelMode')) {
# Under static_source, we need to purge the component cache
# each time we restart, so newer components may be reloaded.
#
# We can't do this in FastCGI or we'll blow away the component
# root _every_ time a new server starts which happens every few
# hits
Re: [rt-users] 3.9 release schedule and set owner question
The second question is something that has been bugging me a lot, why is it that there is no permission for setting the owner in a ticket? In our case our end-customer is creating the tickets directly in the web- interface, and can update it there, but all the time they can actually change the owner for the ticket and I haven't found any permission to deny that... Is this intentional or am I missing something? Would a patch with this functionality added be appreciated? It might be overkill, but another thing to consider is removing the Owner widget from share/html/Ticket/Create.html is another way. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] Help on discouraging migration to Remedy
Another couple things, Remedy is propriety and inflexible, RT is infinitely malleable. And Remedy works well with... wait for it... ClearCase! RT with subversion. You didn't mention which you were using. Then buy some books on Remedy, put them in a stack, and say Well, who do I bill for the time to read these? Generally, however, if management is set on doing something, you have to make them think it was their idea not to, right? Judo. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, January 12, 2011 3:08 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Help on discouraging migration to Remedy Guadagnino, Wouldn't it be better to provide a list of their requirements and show how, by its flexible design, RT meets those requirements better than Request? Kenn LBNL On Wed, Jan 12, 2011 at 3:49 AM, Guadagnino Cristiano guadagnino.cristi...@creval.itmailto:guadagnino.cristi...@creval.it wrote: Hi all, unfortunately it seems my bosses are determined to migrate away from RT to Remedy. I am equally determined to show them they took the wrong decision. Let alone the obvious argument that RT is free, could you help me gather documentation on companies (best if BIG companies) migrating AWAY from Remedy? It does not matter if they are migrating to RT, though it would abviously be better. I did my homework and already sent some evidence, but there may be more publically redistributable documents that are not available on the web. Thank you in advance. Bye Cris
Re: [rt-users] ExternalAuth help needed
I have fiddled only a little with LDAP.
The error message sounds like it isn't recognizing something as a DN.
To me, your username doesn't look quite right. Is there really an LDAP server
at ucsc.edu? Shouldn't it be more like DC=ldap1,DC=ucsc,DC=edu, to specify the
machine name?
I'm not even very good with windows, so, I could be way off, here.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Wes Modes
Sent: Monday, January 10, 2011 9:04 PM
To: RT Users
Subject: [rt-users] ExternalAuth help needed
I am using ExternalAuth to connect RT3.8.8 to LDAP.
Detailed documentation seems to be woefully absent, and I've scoured the web
and tried the dozens of conflicting suggestions, so I'm turning to y'all.
Here's the error I get:
[Tue Jan 11 01:41:56 2011] [critical]:
RT::Authen::ExternalAuth::LDAP::_GetBoundLdapObj Can't bind:
LDAP_INVALID_DN_SYNTAX 34
(/usr/local/rt/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:467)
Here's the LDAP section from my RT_Authen-ExternalAuth.pm
'My_LDAP' = {
## GENERIC SECTION
# The type of service (db/ldap/cookie)
'type' = 'ldap',
# The server hosting the service
'server'= 'dir1.library.ucsc.edu',
## 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' = 'cn=admin,dc=ucsc,dc=edu',
# The password RT should use to connect to the LDAP server
'pass'= 'PASSWORD',
#
# The LDAP search base
'base' = 'ou=people,dc=ucsc,dc=edu',
#
# 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'= '(objectClass=person)',
# A catch-all example filter: '(objectClass=*)'
#
# The filter that will only match disabled users
'd_filter' = '(objectClass=FooBarBaz)',
# A catch-none example d_filter: '(objectClass=FooBarBaz)'
#
# Should we try to use TLS to encrypt connections?
'tls' = 0,
# SSL Version to provide to Net::SSLeay *if* using SSL
'ssl_version' = 3,
# What other args should I pass to Net::LDAP-new($host,@args)?
'net_ldap_args' = [version = 3 ],
# Does authentication depend on group membership? What group name?
'group' = 'staff',
# What is the attribute for the group object that determines membership?
'group_attr'= 'ou=group,dc=ucsc,dc=edu',
## RT ATTRIBUTE MATCHING SECTION
# The list of RT attributes that uniquely identify a user
# This example shows what you *can* specify.. I recommend reducing this
# to just the Name and EmailAddress to save encountering problems later.
'attr_match_list' = ['Name',
'EmailAddress',
],
# The mapping of RT attributes on to LDAP attributes
'attr_map' = { 'Name' = 'uid',
'EmailAddress' = 'mail',
'RealName' = 'cn',
'ExternalAuthId' = 'uid',
'Gecos' = 'gecos',
'WorkPhone' = 'telephoneNumber',
}
},
What more do you need to know to help me get this working?
Wes
Re: [rt-users] Resolve w/o emailing user
Display the ticket. Click on The Basics. Change the status there. That's how we do it. Our users seem to _always_ send a Thank you! if we resolve the ticket with a message, which reopens the ticket. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Chris Barnes Sent: Tuesday, January 11, 2011 10:55 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] Resolve w/o emailing user Here is another noob question (I hope you guys don't get tired of these). Last week our mysql server crapped out on us and I had to restore the system from a backup. We ended up loosing ~5 days worth of data for RT because we were using mysqlhotcopy (and who knew hotcopy didn't copy all of the mysql database types). At any rate, when we restored - RT was back to the way it was 5 days prior. Meaning there were several tickets which we had marked as resolved which were now showing up as open again. Which leads me to my question - is there any way to mark a ticket as resolved *without* the end-user getting an email telling them that their ticket has been closed? -- Chris Barnes AOL IM: CNBarnes chris-bar...@tamu.eduYahoo IM: chrisnbarnes Computer Systems Manager MSN IM: ch...@txbarnes.com Department of Physics ph: 979-845-1379 Texas AM University fax: 979-845-2590
[rt-users] Adding recently resolved to MyDay.html
I might work on a ticket through the morning for a few hours, resolve it at
noon, and only use the Tools-MyDay screen at the end of the day.
What I thought I might be able to do was add a second query, so the main loop
looks like this:
% while ( my $Ticket = $Tickets-Next() || $Tickets2-Next()) {
And the second query, inserted right after the first, looks like this:
require Date::Manip;
my $Tickets2 = RT::Tickets-new($session{'CurrentUser'});
$Tickets2-LimitOwner(VALUE = $session{'CurrentUser'}-Id);
$Tickets2-LimitStatus( VALUE = 'resolved' );
$Tickets2-LimitResolved( OPERATOR = '', VALUE =
Date::Manip::UnixDate(Date::Manip::ParseDate('yesterday'),'%Y-%m-%d'));
$Tickets2-OrderBy ( FIELD = 'Priority', ORDER = 'DESC');
I'm getting all the tickets from the first query in the list with the second.
In fact, it looks like many of the tickets are being printed a total of three
times.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
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SeniorBridge Statement of Confidentiality: The contents of this email message
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confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
Re: [rt-users] Notify based on CF
Do you want a partial solution, to get started? I installed RT::Extension::ExtractCustomFieldValues and I think your first step would be to add a Scrip for On Create with action Extract Custom Field Values but exactly what you'd need to do then eludes me. Something like Create a template where the To: line is based on the value in the Custom Field But I'm still pretty new at all this RT stuff. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kurt Engle Sent: Wednesday, December 01, 2010 7:05 PM To: rt-users Subject: [rt-users] Notify based on CF I am interested in setting up a notification tree based on a Custom Field value. Basically, I have one Q that accepts tickets from multiple physical locations. I have a tech at each location. I would like the tech at location X to be notified when a ticket comes in with the Custom Field Location=X . When the CF Location=Y, I want a different tech notified, etc... Thanks for any help.. Kurt Engle
Re: [rt-users] RT Task Timer
It sounds like what you want is to make a variation of the Ticket display page with a clickable image which kicks off an ajax event. The first time the button changes to Go! and logs a time event, the second time it changes to Done!, logs a second time event, figures out the difference between the times, and uses REST, or some other interface, to update the ticket. If I didn't already have a job... Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Tom Robinson Sent: Monday, November 29, 2010 4:52 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Task Timer Actually, looking at the code and the steps involved, it's a fairly straight forward modification. I've implemented the changes but it's not really what I was expecting/wanting. (It has given me a bit of an insight into the internal workings of RT, though). The code seems to only give me a reporting feature. What I'm actually looking for is a 'clickable' button that will start/stop a timer. The timer will automatically log time against a ticket I'm working on. A few years ago, I used a bespoke implementation (java server pages) of a task oriented project management system that had exactly this feature. It worked a treat and saved a lot of time manually tracking the time worked on a task and then filling in the box with the time. Has anyone tried implementing such a feature and failed? I'd be interested in making an attempt at this but I have very little understanding of RT and my perl skills are quite limited. Best Regards, Tom On 30/11/10 08:35, Tom Robinson wrote: Thank you gentlemen! I'm not sure if this is exactly what I was thinking but it's worth a look. I will make an attempt at this code integration to my RT site after I've finished with another website upgrade I'm doing and let you know how I get on. Has anyone else tried this or similar code? Regards, Tom On 29/11/10 16:44, john habermann wrote: Here is the link to the original email that Jesse published about it. http://www.mail-archive.com/rt-users@lists.bestpractical.com/msg04795.html On Thu, Nov 25, 2010 at 6:50 PM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID torsten.br...@kuehne-nagel.commailto:torsten.br...@kuehne-nagel.com wrote: Hi Tom, i remember an addon at bps svn called RT-Extension-TimedWork but i can't find it at BPS Git or Cpan at the moment. Think this is the addon you are looking for. We check at home tonight for it. Torsten -Ursprüngliche Nachricht- Von: rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Tom Robinson Gesendet: Mittwoch, 24. November 2010 22:57 An: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Betreff: [rt-users] RT Task Timer Hi, Just curious if anyone knows of an extension to RT that allows automated task timing? Some kind of 'button' that, when clicked, would start timing a task and then when you click it a second time it logs the time against a specific task. Anyone? Regards, Tom -- Tom Robinson System Administrator MoTeC 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robin...@motec.com.aumailto:tom.robin...@motec.com.au -- Tom Robinson System Administrator MoTeC 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robin...@motec.com.aumailto:tom.robin...@motec.com.au -- Tom Robinson System Administrator MoTeC 121 Merrindale Drive Croydon South 3136 Victoria Australia T: +61 3 9761 5050 F: +61 3 9761 5051 E: tom.robin...@motec.com.aumailto:tom.robin...@motec.com.au
Re: [rt-users] asset change log field
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Darin Perusich Sent: Wednesday, November 24, 2010 8:25 AM Subject: [rt-users] asset change log field Hello, I'm new to RT and I'm not sure how to go about creating this. I'd like to be able to log changes that are made to assets, which are mostly computers, and I haven't been having much luck figuring it out. I'm not changing the properties of the asset like IPaddr, name, or custom fields, but rather changes made on the asset. For example if I updated the RT_SiteConfig.pm and restarted apache I'd like to log the date/time this happened, different from the time it was logged, whether or not files were checked into version control if applicable, backout plan, whether or not it was successful, etc. Custom Fields for dates are coming with RT4. There already exists a RT::Integration::SVN which loosely hooks RT and SVN together, if you are using SVN, to keep track of files committed for the ticket. The backout plan sounds like a textarea, unless they are almost all identical. As for success? Wouldn't you just change the final status to resolved (success) or something else (not success)? Give the number of elements I'd like to capture I don't know how to do this with custom fields which appear to only be for single items. If anyone can provide some guidance on how to accomplish this or if you've already done so it will be greatly appreciated. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] ProcessCustomfieldUpdates in a perl shell script
find . -type f | xargs grep sub ProcessCustomFieldUpdates at the top of your RT install tree, should do the trick. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Wolfram Huettermann Sent: Monday, November 22, 2010 6:07 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] ProcessCustomfieldUpdates in a perl shell script Hello, I have got one very short question. Which module should I use and which paths should I shift in @INC, so that I can use the function ProcessCustomFieldUpdates in a perl shell script, an executable .pl from the shell? I have not received any information by the internet, yet. Thanks in advance, Wolfram
Re: [rt-users] User Display List Restriction..
We set up all permissions at the Global-Groups level. Owners can see, see comments, reply and delete tickets. The CC:s can see, comment and reply. AdminCC is the group of users who work on each queue. They have lots of rights, most importantly Own, Steal and Take ticket. Then, I just make a set of users watchers on the queue at the AdminCC level and the list of assignable users is set up correctly. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Narayanaswamy, Nagaraj Sent: Monday, November 22, 2010 11:41 AM To: rt-users@lists.bestpractical.com Cc: Narayanaswamy, Nagaraj; Blau, Eric Subject: [rt-users] User Display List Restriction.. Hello RT Gurus, A RT newbie question.. Is there a way to restrict the list of users to only the users of the queue?? We have several queues here and when a tickets comes into a particular queue, and if a person managing the queue for that day wants to assign the ticket to a particular user, all the users registered in RT are displayed, which might be the entire company . Instead here we would like to restrict it to only the users with authority to work on the queue. Thanks,
Re: [rt-users] Users randomly being logged in as other users
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- Sent: Friday, November 19, 2010 11:14 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users randomly being logged in as other users Thank you for that, it's very interesting. what's most interesting is that when I brought this up in january I was laughed at like an idiot for suggesting that the problem might possibly be something other than a faulty proxy server or caching router, but I digress. It turns out that mod_cache is actually enabled, I've been trying to disable it without breaking apache but no joy so far. I've done an apt-get apache upgrade to see if that'll help. Am I being daft because I don't actually see a solution in that thread? There's a patch but the responder says it doesn't work. If you end up needing to build your apache from source, I think the ./configure option is --disable-module=cache Reading the documentation at http://httpd.apache.org/docs/2.2/mod/mod_cache.html says that you can add this to your httpd.conf to prevent caching of anything: # disables caching of any file under / directory CacheDisable / Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] No permission to create tickets email bounce
From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- Sent: Wednesday, November 17, 2010 4:47 PM Subject: [rt-users] No permission to create tickets email bounce Running RT 3.8.8 I have one user within our company who cannot create RT tickets. She was able to for years until recently. I can't tell what changed. All other users can create tickets fine and they appear to be setup just like this one user. When she sends an email in to the address setup to auto create a ticket, she gets an email bounce like this: From: RT CorrespondAddressNotSet rt_correspondaddressnot...@rt.companyname.com To: cbreidenb...@companyname.com Sent: Wednesday, November 17, 2010 4:14:34 PM Subject: Ticket creation failed: Fwd: Need help No permission to create tickets in the queue 'IT.Help' Any suggestion on how to fix this? I am seeing the same issue. A user who used to be able to create tickets no longer can. This is not a privileged user, and Everyone has the right to Create Tickets. Coincidentially, the queue is called 'ITHelp'. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
[rt-users] The new ticket lifecycle state engine... What is it?
I don't think I'll have any problem convincing people to upgrade to RT4.0 when it comes out, since management already seeks to have Date custom fields, but I was wondering what the ticket lifecycle state engine, mentioned here[1], is. [1] - http://blog.bestpractical.com/2010/09/rt-394-first-development-release-leading-to-rt-400.html Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
[rt-users] [Solved]? Problem forwarding message with attachments
Running 3.8.8 on RHEL5.
The error message:
Can't call method ContentAsMIME on an undefined value at
/opt/local/rt/bin/../lib/RT/Transaction_Overlay.pm line 529, line 522.
I was seeing this when users of various privileges attempt to forward a ticket,
and the error only appears if the ticket has an attachment. However, it wasn't
happening on all queues. One difference between ticket creation on different
queues is that I used RT web interface to create tickets where it worked and
uploaded the file via browse. When it didn't work the tickets were created by
email with the file attached.
I was choosing Forward from Ticket/Elements/Tabs.
I saw this error starting a couple conversations, here[1] and here[2], but
never read any solutions.
I had cleared the cache and restarted the server.
So, what I did was create a Transaction_Vendor.pm with a ContentObj method
which is identical as the version in Transaction_Overlay.pm except it adds this
# If THAT fails, return the first part
my $all_parts2 = $self-Attachments;
while (my $part = $all_parts2-Next) {
return $part;
}
at the end of the block entered if it is a multipart message.
Does anyone think this will have bad, unintended, consequences?
[1] - http://www.gossamer-threads.com/lists/rt/users/94461
[2] - http://www.gossamer-threads.com/lists/rt/users/91205
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
Re: [rt-users] Can't locate Log/Dispatch.pm in @INC
You also need to see what is in the @INC of your running RT process. print join \n, @INC, ''; Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Moran Sent: Thursday, November 18, 2010 3:07 PM To: Ruslan Zakirov Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Can't locate Log/Dispatch.pm in @INC Thanks for responding. Here are the locations of all the Dispatch.pm files on my server: /Users/myuser/.cpan/build/Log-Dispatch-2.27-So36hB/lib/Log/Dispatch.pm /Users/myuser/.cpan/build/Log-Dispatch-2.27-So36hB/blib/lib/Log/Dispatch.pm /opt/local/lib/perl5/site_perl/5.8.9/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-rmVcKn/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-rmVcKn/blib/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-AQZxLe/lib/Log/Dispatch.pm /Users/myuser/Library/Application Support/.cpan/build/Log-Dispatch-2.27-AQZxLe/blib/lib/Log/Dispatch.pm If it is a permission problem what should it's permissions be? ls /opt/local/lib/perl5/site_perl/5.8.9/Log/ says: -r--r--r-- root:admin Dispatch.pm Thanks, Alex On Thu, Nov 18, 2010 at 1:14 AM, Ruslan Zakirov r...@bestpractical.commailto:r...@bestpractical.com wrote: Hi, You either have permissions problems or two perls and server using one and you testing another. Are you sure Log/Dispatch.pm is in one of those dirs? On Thu, Nov 18, 2010 at 3:33 AM, Alex Moran salsi...@gmail.commailto:salsi...@gmail.com wrote: I just installed rt-3.8.8 on Mac OS X Server 10.6.5. Installation went smooth enough, but when I edited the VirtualHost entry in /etc/apache2/sites/_any_80_.conf and added the line PerlRequire /opt/rt3/bin/webmux.plhttp://webmux.pl Apache would crash at startup. Here is the error from the WebServer error log: Can't locate Log/Dispatch.pm in @INC (@INC contains: /opt/rt3/bin/../local/lib /opt/rt3/bin/../lib /Library/Perl/Updates/5.10.0 /System/Library/Perl/5.10.0/darwin-thread-multi-2level /System/Library/Perl/5.10.0 /Library/Perl/5.10.0/darwin-thread-multi-2level /Library/Perl/5.10.0 /Network/Library/Perl/5.10.0/darwin-thread-multi-2level /Network/Library/Perl/5.10.0 /Network/Library/Perl /System/Library/Perl/Extras/5.10.0/darwin-thread-multi-2level /System/Library/Perl/Extras/5.10.0 . /usr) at /opt/rt3/bin/../lib/RT.pm line 222. BEGIN failed--compilation aborted at /opt/rt3/bin/../lib/RT.pm line 222. Compilation failed in require at /opt/rt3/bin/webmux.plhttp://webmux.pl line 136. Compilation failed in require at (eval 2) line 1. Can't load Perl file: /opt/rt3/bin/webmux.plhttp://webmux.pl for server testserver.com:0http://testserver.com:0, exiting... I looked at line 222 of /opt/rt3/lib/RT.pm and here is what it says: use Log::Dispatch 1.6; But CPAN says my Log::Dispatch version is 2.27. Can anyone tell me what I need to do? I tried to downgrade Log::Dispatch but I couldn't see any way of doing that with CPAN. When I comment out the PerlRequire line ReportTracker says I haven't configured mod_perl or fastcgi properly. Thanks, Alex -- Best regards, Ruslan.
[rt-users] Recovery Assistance
Through admin error, during a practice migration of Postgres to Oracle[1], about 5% of the GroupMembers table was deleted[2]. So far, things have been working fine. It was all recent changes, a few of which I was able to remember. However, one user is experiencing odd behavior likely linked to the mis-step. I recall reading about a database integrity check available, but searching the web and the RT wiki doesn't yield any positive hits. Am I misremembering reading about an integrity tool? Thanks in advance, Josh [1] We already are paying an Oracle DBA for system monitoring, backups, etc, and don't have any other Postgres applications. [2] It failed 95% of the way through, then I deleted from the source, rather than the target. I was able to copy ~76400 rows back to the table which originally had ~80400. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] Recovery Assistance
Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Monday, November 15, 2010 4:27 PM On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote: Through admin error, during a practice migration of Postgres to Oracle[1], about 5% of the GroupMembers table was deleted[2]. Is the cached-group-members table intact? You can likely recover all the data from that, though I'm late for a plane. Someone else may be able to recommend exact steps to do so. The cached-group-members table is intact! :-D
Re: [rt-users] Recovery Assistance
Sorry, wasn't obvious I sent anything last time because of spurious signature insertion. From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Monday, November 15, 2010 4:27 PM On Mon, Nov 15, 2010 at 04:24:22PM -0500, Josh Narins wrote: Through admin error, during a practice migration of Postgres to Oracle[1], about 5% of the GroupMembers table was deleted[2]. Is the cached-group-members table intact? You can likely recover all the data from that, though I'm late for a plane. Someone else may be able to recommend exact steps to do so. The cached-group-members table is intact! So far, things have been working fine. It was all recent changes, a few of which I was able to remember. However, one user is experiencing odd behavior likely linked to the mis-step. I recall reading about a database integrity check available, but searching the web and the RT wiki doesn't yield any positive hits. Am I misremembering reading about an integrity tool? rt-validator Thank you. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] Textarea custom field does one update for each line in content
I neglected to mention I'm running RT 3.8.8 on RHEL5 and with perl 5.12 Sent from SeniorBridge BlackBerry Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.- Original Message - From: Christian Loos [mailto:cl...@netcologne.de] Sent: Monday, November 08, 2010 04:24 AM To: Josh Narins Cc: RT Users rt-users@lists.bestpractical.com Subject: Re: Textarea custom field does one update for each line in content We also have this problem. Our users have the SeeCustomField right globally and the ModifyCustomField right per group. If the users have the SuperUser right, there is no problem. RT 3.8.6 -Chris Am 05.11.2010 16:40, schrieb Josh Narins: When a user saves the Custom Field data there is one update for each line of their submitted content, and the result is that the final value is the user's last line of input, only. It was working fine last week. The only changes I've made are related to permissions. All permissions are handled at the Global-Groups level. AdminCC has the following CF-related permissions: AdminCustomField, AssignCustomFields, ModifyCustomField, SeeCustomField When I add myself to the group which gives me Super User powers, saving the multiline custom fields (we have 3 of them) works again.
Re: [rt-users] Why I am recommending 3.6 over 3.8 to my boss
I CAN do a manual install of RT3.8 using the Best Practical install scripts. It is not terribly hard. However, the long-term costs of this are large. The install scripts put all the binaries, configuration files, and libraries in the wrong places for RHEL/CentOS, and working outside the package manager means files could be clobbered at any time. They are never clobbered with: ./configure --prefix=/opt/local My /opt/local is more complicated, and I have a couple directories like this: ./builds/rt/rt-3.8.8 and ./Sources/rt/rt-3.8.8. In the latter directory I execute ./configure --prefix=/opt/local/builds/rt/rt-3.8 Then I softlink /opt/local/builds/rt/rt-3.8.8 to /opt/local/rt and run a script I wrote which symlinks everything under each subdirectory of /opt/local/builds/rt/rt-3.8.8 to /opt/local/bin, /opt/local/etc, et cetera. I end up with /opt/local/etc/RT_Config.pm - /opt/local/builds/rt/rt-3.8.8/etc/RT_Config.pm Technically, when I need to migrate a package to a new version, the first steps (unpack and install) will not affect anything and I just change the symlinks and rerun my script. In fact, the reverse course is even easier than normal package managers, since I just restore the original symlinks and I am back to the old configuration. I only do this for code for production use. I do not do this for any system libraries. Personally I was never comfortable with the idea of my Operating System deciding when to upgrade apache for me. Currently, for RT, I have perl, postgresql, apache, mod_perl and rt installed this way. I get to use perl-5.12.2 as a bonus. This lets me use say, given/when and named captures in regular expressions, all new with 5.10. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
[rt-users] Textarea custom field does one update for each line in content
When a user saves the Custom Field data there is one update for each line of their submitted content, and the result is that the final value is the user's last line of input, only. It was working fine last week. The only changes I've made are related to permissions. All permissions are handled at the Global-Groups level. AdminCC has the following CF-related permissions: AdminCustomField, AssignCustomFields, ModifyCustomField, SeeCustomField When I add myself to the group which gives me Super User powers, saving the multiline custom fields (we have 3 of them) works again. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] How to automatically route tickets to queues based on sender email address
I'm just another rt-user, but I'm thinking that your customers might even like it if you told them they were getting a dedicated email support channel... changing one client from supp...@wherever.com to megasupp...@wherever.com, another one gets totalsupp...@wherever.com, a third could get ultrasupp...@wherever.com, and your best customer could get totalmegaultrasupp...@wherever.com. Just a thought. Sent from SeniorBridge BlackBerry From: Kevin [mailto:herve@gmail.com] Sent: Friday, November 05, 2010 10:19 PM To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Subject: [rt-users] How to automatically route tickets to queues based on sender email address Hi All, I am running the latest version of RT and I have several queues for my clients. They all use a single email address to submit support requests, but they all go to the Default queue. I want to route tickets to the appropriate queues upon arrival based on the sender email address. For instance if an email comes from some...@hotmail.commailto:some...@hotmail.com, I want it to go to the Hotmail queue, and if it from some...@gmail.commailto:some...@gmail.com, I'd like to have it go to the gmail queue, and so on. Thanks Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
[rt-users] Bug? in Permissions with Custom Fields - Fill in One Text Area
I would expect ModifyCustomField to be the only permission required to change the value of a Custom Field's value. This is what happens when I enter three lines of text and save our Fill in one text area Custom Field: #http://rt3/Ticket/Display.html?id=35808#txn-244497 Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName oldvalues changed to line1 #http://rt3/Ticket/Display.html?id=35808#txn-244498 Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName line1 changed to line2 #http://rt3/Ticket/Display.html?id=35808#txn-244499 Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName line2 changed to line3 Three changes in one second, replacing one line at a time. When I give myself AssignCustomField and try again it works. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] Bug? in something with Custom Fields - Fill in One Text Area
The reason why it worked after I changed the permissions was unrelated. I had cut and pasted and it just so happened that the lines were so long in the text area that it looked like three lines, but it was really 1 line. Any ideas why it is saving three times with a three line textarea? Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: Josh Narins Sent: Thursday, November 04, 2010 12:35 PM To: 'rt-users@lists.bestpractical.com' Subject: Bug? in Permissions with Custom Fields - Fill in One Text Area I would expect ModifyCustomField to be the only permission required to change the value of a Custom Field's value. This is what happens when I enter three lines of text and save our Fill in one text area Custom Field: #http://rt3/Ticket/Display.html?id=35808#txn-244497 Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName oldvalues changed to line1 #http://rt3/Ticket/Display.html?id=35808#txn-244498 Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName line1 changed to line2 #http://rt3/Ticket/Display.html?id=35808#txn-244499 Thu Nov 04 12:10:32 2010 Joshua Narins - CustomFieldName line2 changed to line3 Three changes in one second, replacing one line at a time. When I give myself AssignCustomField and try again it works.
Re: [rt-users] see others tickets
Configuration-Queues-Select Your-Shared-Queue Choose Group Rights from the top menubar. Give Everyone, or maybe just Privileged, any rights you want all users to have on that queue. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 8:49 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] see others tickets Hello, I would like to have a shared queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Thank you, Josef
Re: [rt-users] see others tickets
I would think you would have to rewrite the query for My Open Tickets for people to see other people's open tickets in the list. add something like or ( Queue is 'user' and status != 'resolved' ) Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 2:58 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets I have created a new queue called user, added group rights ShowTicket, SeeQueue, CreateTicket to a group unpriviliged. Then I have added two users. Now, if user1 creates a ticket, he sees it in My open tickets when he logs in. But if user2 logs in, he doesn't see any tickets in his My open tickets list. I want him to see the ticket of user1, so he won't report the same problem as user1. Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: Hello, I would like to have a shared queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Sure, just go to Configuration-Queue-YourQueue-GroupRights and grant ShowTicket to pseudo group Unpriviledged.
Re: [rt-users] see others tickets
Sorry, not Queue, but saved-search/dashboard. -Original Message- From: Josh Narins Sent: Wednesday, November 03, 2010 4:42 PM To: 'Josef' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] see others tickets That's what the Newest Unowned Tickets queue is for, the default second box in the left column of the home page is for. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 4:39 PM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets So RT can't do this? It's not very usefull, since when some service gets down, we would have numerous of duplicite issues, as all users would try to report it... Dne 11/3/10 8:04 PM, Josh Narins napsal(a): I would think you would have to rewrite the query for My Open Tickets for people to see other people's open tickets in the list. add something like or ( Queue is 'user' and status != 'resolved' ) Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 2:58 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets I have created a new queue called user, added group rights ShowTicket, SeeQueue, CreateTicket to a group unpriviliged. Then I have added two users. Now, if user1 creates a ticket, he sees it in My open tickets when he logs in. But if user2 logs in, he doesn't see any tickets in his My open tickets list. I want him to see the ticket of user1, so he won't report the same problem as user1. Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: Hello, I would like to have a shared queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Sure, just go to Configuration-Queue-YourQueue-GroupRights and grant ShowTicket to pseudo group Unpriviledged.
Re: [rt-users] see others tickets
Offhand I don't know where the query for Unprivileged user's homepage is stored. I'm sure that if you can find it, it can be altered to show almost anything. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 4:47 PM Cc: 'rt-users@lists.bestpractical.com' Subject: Re: [rt-users] see others tickets Yes, but only priviledged users see this... I don't want end users to change my settings. Unpriviledged user sees only its requests, or is there a way to add Newest Unowned dashboard to them? Dne 11/3/10 9:42 PM, Josh Narins napsal(a): Sorry, not Queue, but saved-search/dashboard. -Original Message- From: Josh Narins Sent: Wednesday, November 03, 2010 4:42 PM To: 'Josef' Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] see others tickets That's what the Newest Unowned Tickets queue is for, the default second box in the left column of the home page is for. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 4:39 PM Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets So RT can't do this? It's not very usefull, since when some service gets down, we would have numerous of duplicite issues, as all users would try to report it... Dne 11/3/10 8:04 PM, Josh Narins napsal(a): I would think you would have to rewrite the query for My Open Tickets for people to see other people's open tickets in the list. add something like or ( Queue is 'user' and status != 'resolved' ) Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Josef Sent: Wednesday, November 03, 2010 2:58 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] see others tickets I have created a new queue called user, added group rights ShowTicket, SeeQueue, CreateTicket to a group unpriviliged. Then I have added two users. Now, if user1 creates a ticket, he sees it in My open tickets when he logs in. But if user2 logs in, he doesn't see any tickets in his My open tickets list. I want him to see the ticket of user1, so he won't report the same problem as user1. Dne 11/3/10 1:56 PM, Emmanuel Lacour napsal(a): On Wed, Nov 03, 2010 at 01:49:13PM +0100, Josef wrote: Hello, I would like to have a shared queue, where would all users see others tickets. Not just tickets submited by a user itself. Is this even possible in RT? Any suggestions, how to set it up? Sure, just go to Configuration-Queue-YourQueue-GroupRights and grant ShowTicket to pseudo group Unpriviledged.
[rt-users] Users can see too many tickets
I don't want my users to be able to see tickets in queues where they don't have privileges. All my users are privileged and AdminCc on one queue or another. I copied my permissions below. There are no groups with rights. Why are people able to view tickets when they have no rights on that queue (aren't Owner, Requestor, Cc or AdminCc) Everyone: CreateTicket ReplyToTicket Privileged: CreateOwnDashboard DeleteOwnDashboard ForwardMessage LoadSavedSearch ModifyOwnDashboard ModifySelf SeeOwnDashboard ShowSavedSearches SubscribeDashboard Watch Unprivileged: [none] Owner: ModifyTicket ShowTicket ShowTicketComments Requestor: ShowTicket Cc: SeeQueue ShowTicket AdminCC: CommentOnTicket DeleteTicket ModifyCustomField ModifyOwnMembership ModifyQueueWatchers ModifyTicket OwnTicket SeeCustomField ShowOutgoingEmail ShowTicket ShowTicketComments StealTicket TakeTicket WatchAsAdminCc Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] General permissions question
Ken, thanks for your time. While the below looks really good both in the sense that it appears to be consistent and in the sense you've laid it all out for me, could I get someone else's opinion on it? Ruslan or Jesse perhaps? If it all looks good, then maybe (it could get posted|I could post it) to the wiki as an example? Thanks, Josh Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Friday, October 22, 2010 12:50 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] General permissions question Josh, We never grant rights to individual users, too much maintenance. I agree with Jesse (DUH!) to create a SuperUSer Group like System Admins, then another called Technical Support. I'd set rights as follows: Global System Rights: * Privileged: * CreateOwnDashboard * CreateSavedSearch * DeleteOwnDashboard * EditSavedSearch * ForwardMessage * LoadSavedSearch * ModifyOwnDashboard * ModifySelf * SeeOwnDashboard * * SeeQueue (you might want this only at a Queue level) * ShowSavedSearch * * ShowTicket (you might want this only for Roles and the support group) * SubscribeDashboard * Watch This set will allow all users rights to their own Searches, Searches saved for groups they are in Dashboards set up subscriptions for any Dashboard they have access to modify themselves add watchers to tickets they are watchers on (basically, add Cc's) * Everyone: * ReplyToTicket * CreateTicket This allows anyone to create a ticket and reply to email if sent to them from RT. If you have some form of externalAuth going on, that will keep the spam out. * Roles: * Owner; * ModifyTicket (a no brainer) * * SeeQueue ShowTicket Comments, etc if not by group * AdminCc (we use AdminCc like a Queue Manager); * AdminUsers (Sys Admin only?) * AdminCustomFields (Sys Admin only?) * AssignCustomFields (we don't want just anyone messing with these) * ModifyACL (you may want to keep this at the Queue level or not at all and just let SuperUsers do it) * ModifyOwnMembership * ModifyQueueWatchers (you may want to keep this at the Queue level or not at all and just let SuperUsers do it) * ModifyScrips (you may want to keep this at the Queue level or not at all and just let SuperUsers do it) * ModifyTemplate (you may want to keep this at the Queue level or not at all and just let SuperUsers do it) * ShowACL (you may want to keep this at the Queue level or not at all and just for SuperUsers) * SeeCustomFields (ditto) * SeeGroup * * SeeQueue ShowTicket Comments, etc if not by group (SuperUser) * ShowConfigTab (Sys Admin only?) * ShowScrips (Sys Admin only?) * ShowTemplate (Sys Admin only?) * StealTicket (you may want to keep this at the Queue level or let Support group do it) * WatchAsAdminCc * You might want to put some of these rights at the Queue level * Cc; * SeeQueue (if not given to Privileged) * ShowTicket (if not given to Privileged) * Requestor * SeeQueue (if not given to Privileged or Support Group) * ShowTicket (if not given to Privileged or Support Group) Since your Users that create tickets will only use email, these two rights above would allow them to see ONLY their tickets if they were to ever sign into the WebUI. * User-Defined Groups: * SystemAdmin; * SuperUser * Technical-Support (you may want to keep some of these rights for this group at the Queue level) * CommentOnTicket * DeleteTicket * ModifyCustomField (may want this at the Queue level) * ModifyTicket (ONLY if you want members of the group to be able to modify someone else's ticket - Owners already have this right) * OwnTicket * SeeCustomField * ShowOutgoingEmail * ShowTicket * ShowTicketComments * StealTicket (you may want to keep this at the Queue level) * TakeTicket Well, anyway, I'm sure you can get the gist of this. Hope this helps. Kenn LBNL On Fri, Oct 22, 2010 at 6:34 AM, Josh Narins jnar...@seniorbridge.commailto:jnar...@seniorbridge.com wrote: I have three classes of users, I'm wondering if my privileges/groups setup is what RT intends. Class 1: Administrators. These three people can do anything. Class 2: People who log into RT and own
[rt-users] General permissions question
I have three classes of users, I'm wondering if my privileges/groups setup is what RT intends. Class 1: Administrators. These three people can do anything. Class 2: People who log into RT and own and resolve tickets. Each is only going to be working with 1-3 queues out of 10-15 queues total. Class 3: People who create tickets via email and don't need to do anything but reply via email. Right now I'm thinking class 1 and class 2 should be privileged users, and by AdminCCs on the particular queues they are interested in. In addition, the three superusers will have, as a User Right, the Super User privilege. Class 3 won't be users which are seen via Configuration-Users. I still haven't figured out if they count as Everybody or Unprivileged. I'd like them to be able to view any ticket (although I suspect they will rarely use such a power) so I'm giving them ShowTicket and ShowComment and a few other minor privileges. Does that sound about right? Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] RT Workflow and queue management
One could make two queues, and make the custom fields associated with both queues. One could keep the appearance of a unified queue by making the requests go to a parent queue, and then, based on what type of install it is, have the RT operators move it to the correct child queue at that point. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: Friday, October 22, 2010 10:03 AM To: bob bob Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT Workflow and queue management Hi There is no such functionality at the moment. Regards, Ruslan. From phone. 2010 10 21 17:49 пользователь bob bob spenny...@googlemail.commailto:spenny...@googlemail.com написал: Hi All, I have a quick question about rt workflows. As an example. I've created a queue 'Instalation' and created Custom Fields for Rack, Power, DNS. When a new ticket is created in Installation, Sub tickets are created each for Rack, DNS, etc. The workflow would be for a generic 'Server install'. My problem at the moment is what if I want a different type of Installation, lets say PC install -- This would in the same queue but would require a different set of Custom Fields, OS Type, Username, Desk Number for example. Or Telephone Install. The list goes on. So my question... Is there any way to hide/show certain custom fields based on the type of request being created in the Installation queue. Regards S
Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence
I've looked into MailPlugins, but unless I'm reading the wrong section of the documentation, they are for auth/authz aspects of mail, and not for rewriting the content of the mail to, as I plan, remove redundant confidentiality agreements and signatures. I've been looking in RT::EmailParser and I see a _ParseMIMEEntity function which calls a handy-sounding _PostProcessNewEntity but I don't see any hooks in there for the casual user, so, either I need to wedge the code I need in there myself or need to be edjumakayted about where I should be looking. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 07, 2010 9:39 AM To: Josh Narins Cc: Ruslan Zakirov; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence Then look into MailPlugins. Regards, Ruslan. From phone. 2010 10 7 17:34 пользователь Josh Narins jnar...@seniorbridge.commailto:jnar...@seniorbridge.com написал: That may be true, but I know exactly how to do what I want in perl, but don't know anything about how this would happen in postfix. Someone else, offlist, recommended postfix, but I tried a bunch of different searches postfix (remove|delete|strip) signature and didn't find one relevant link. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.commailto:jnar...@seniorbridge.com seniorbridge.comhttp://seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] From: ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.commailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 07, 2010 9:33 AM To: Josh Narins Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence Hi. If you are talking about incoming mail then it's better to use external tool before mailgate. If it's outgoing mail then first of all you have to figure out where you insert that text. Regards, Ruslan. From phone. 2010 10 6 18:50 пользователь Josh Narins jnar...@seniorbridge.commailto:jnar...@seniorbridge.commailto:jnar...@seniorbridge.commailto:jnar...@seniorbridge.com написал: How can I do this? The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. I figured it would be rt-mailgate, but I had no luck there. Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.commailto:jnar...@seniorbridge.commailto:jnar...@seniorbridge.commailto:jnar...@seniorbridge.com seniorbridge.comhttp://seniorbridge.comhttp://seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.
Re: [rt-users] memory leak after search
You also said you have 5,000,000 users. Are you running a trouble ticket system for the nation of Switzerland, perhaps, and each living adult gets an account? I'm filing a ticket to the Washington-DC-General queue to request that system for America, but I think I'm going to get wishlisted. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Raed El-Hames Sent: Tuesday, October 12, 2010 1:13 PM To: Odhiambo Washington Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) I bet cpan is 10 x bigger .. 200 tickets is not really that big, we ‘ve been using rt for many years now, thanks for best practical and the community Roy From: Odhiambo Washington [mailto:odhia...@gmail.com] Sent: 12 October 2010 16:30 To: Raed El-Hames Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search You must be running one of the biggest RT setups in the world:-) You have clearly answered me and cleared my mind. Thanks On Tue, Oct 12, 2010 at 6:20 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? Yes. As much as possible, whenever I can use a call back I do, but sometimes its not possible I did a fair amount of tinkering with the modules (improve speed etc ) .. I do this by copying the routine in question into _Vendor, but again sometimes the whole module need copying.. I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) Certain customisation only apply to our business rules and the set of permissions and preferences that we apply, a big chunk of my changes to bypass some of the ACL checks , based on who is logged in and what they can see etc and groups they belong to, we have over 1000 priv users and ~500 users all together, over 200 tickets, so a join to CachedGroupMembers with every query was slowing things. I am not locked to a particular version , I upgrade once a year, but I usually go through most of the code base and evaluate. By the way I do my fair share of contributing back to the rt- list ☺ Hope that helps ; Roy From: Odhiambo Washington [mailto:odhia...@gmail.commailto:odhia...@gmail.com] Sent: 12 October 2010 15:20 To: Raed El-Hames Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com Subject: Re: [rt-users] memory leak after search On Tue, Oct 12, 2010 at 4:56 PM, Raed El-Hames raed.el-ha...@vialtus.commailto:raed.el-ha...@vialtus.com wrote: Thanks for you replies .. Because of the heavy customisation I have on my production enviroment , its not simple for me to upgrade RT versions, Do you know where the fix have been applied? Which modules/Elements ?? Nice point you have raised there, but I have a question. 1. Did you conform to RT localization rules from the word go? 2. Are your localizations standard? I am asking because you've raised an issue that would bother everyone - that you've done customizations that have now jailed you into a particular version of RT. Perhaps you should have contributed your customizations back to the developers to see if they could be incorporated into the main branch, aka giving back to the community:) -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube -- Best regards, Odhiambo WASHINGTON, Nairobi,KE +254733744121/+254722743223 _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ If you have nothing good to say about someone, just shut up!. -- Lucky Dube RT Training in Washington DC, USA on Oct 25 26
[rt-users] Contribution: Connecting SVN and RT
*$//;
next unless $line;
if ($line =~ s/\@(\d+)//) {
$files{$line} = $1;
} else {
$files{$line} = '';
}
}
print $log Dumper(\%files);
return 0 unless keys %files;
return ($id, %files);
}
sub in_log_message {
my ($repos, $rev) = @_;
my @svnlooklines = read_from_process(SVNLOOK, 'info', $repos, '-r', $rev);
my $author = shift @svnlooklines;
shift @svnlooklines for 1 .. 2;
my $log = join \n, @svnlooklines;
if ($log =~ /\#(\d+)/) {
return ($author, $1);
}
return;
}
sub find_author_in_rt {
my ($dbh, $author) = @_;
my $sth = $dbh-prepare(select id from users where name = '$author');
$sth-execute();
return unless $sth-rows();
my $row = $sth-fetchrow_hashref();
return $row-{id};
}
sub find_changed_files {
my ($repos, $rev) = @_;
my @svnlooklines =
read_from_process(SVNLOOK, 'changed', $repos, '-r', $rev);
# Parse the changed nodes.
my %adds;
my %dels;
my %mods;
foreach my $line (@svnlooklines) {
my $path = '';
my $code = '';
# Split the line up into the modification code and path, ignoring
# property modifications.
if ($line =~ /^(.). (.*)$/) {
$code = $1;
$path = $2;
}
(my $subpath = $path) =~ s{^.*?/rosalind2/}{};
if ($code eq 'A') {
$adds{$subpath}++;
} elsif ($code eq 'D') {
$dels{$subpath}++;
} else {
$mods{$subpath}++;
}
}
return (\%adds, \%dels, \%mods);
}
sub open_log {
my $file = shift;
umask 0002;
open my $fh, $file or die Coudln't open `$file': $!;
return $fh;
}
# the below is copied from commit-email.pl from subversion
# Start a child process safely without using /bin/sh.
sub safe_read_from_pipe {
unless (@_) {
croak $0: safe_read_from_pipe passed no arguments.\n;
}
my $pid = open(SAFE_READ, '-|');
unless (defined $pid) {
die $0: cannot fork: $!\n;
}
unless ($pid) {
open(STDERR, STDOUT)
or die $0: cannot dup STDOUT: $!\n;
exec(@_)
or die $0: cannot exec `...@_': $!\n;
}
my @output;
while (SAFE_READ) {
s/[\r\n]+$//;
push(@output, $_);
}
close(SAFE_READ);
my $result = $?;
my $exit = $result 8;
my $signal = $result 127;
my $cd = $result 128 ? with core dump : ;
if ($signal or $cd) {
warn $0: pipe from `...@_' failed $cd: exit=$exit signal=$signal\n;
}
if (wantarray) {
return ($result, @output);
} else {
return $result;
}
}
# Use safe_read_from_pipe to start a child process safely and return
# the output if it succeeded or an error message followed by the output
# if it failed.
sub read_from_process {
unless (@_) {
croak $0: read_from_process passed no arguments.\n;
}
my ($status, @output) = safe_read_from_pipe(@_);
if ($status) {
return ($0: `...@_' failed with this output:, @output);
} else {
return @output;
}
}
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
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] Contribution: Connecting SVN and RT
Primarily, because I didn't know it existed. Secondarily because, even though I looked through the code, I'm still fuzzy on exactly what a ticket looks like after the update. It changes the Links? Aren't Links usually to other tickets? So far I've just merged tickets, and made some depend on others. Can a RefersTo store an arbitrary text string like path/under/r...@123? For those who don't know, @123 is subversion's pin revision syntax. Thirdly, my way is a bit less work. The commit hook, since it has access to the svnlook output, has the owner, repository, revisions, and so on. I feel, with my basic understanding of your code, that mine can accomplish the same overall amount of work with less effort. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Friday, October 08, 2010 5:27 PM To: Josh Narins Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Contribution: Connecting SVN and RT Josh, While it may have needed customization to do exactly what you're trying to do, is there a reason you didn't start with http://search.cpan.org/dist/RT-Integration-SVN/? Best, Jesse 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] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence
That may be true, but I know exactly how to do what I want in perl, but don't know anything about how this would happen in postfix. Someone else, offlist, recommended postfix, but I tried a bunch of different searches postfix (remove|delete|strip) signature and didn't find one relevant link. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: Thursday, October 07, 2010 9:33 AM To: Josh Narins Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence Hi. If you are talking about incoming mail then it's better to use external tool before mailgate. If it's outgoing mail then first of all you have to figure out where you insert that text. Regards, Ruslan. From phone. 2010 10 6 18:50 пользователь Josh Narins jnar...@seniorbridge.commailto:jnar...@seniorbridge.com написал: How can I do this? The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. I figured it would be rt-mailgate, but I had no luck there. Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.commailto:jnar...@seniorbridge.com seniorbridge.comhttp://seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Stripping Confidentiality and other stuff from emailed tickets, comments, correspondence
How can I do this? The company automatically puts a lot of information at the bottom of each email and between that and the commenting of the original message it gets to be quite excessive. I'm happy to modify RT's perl/Mason code directly, if that's what is required, as long someone tells me where. I figured it would be rt-mailgate, but I had no luck there. Thanks in advance, Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Customizing the left side main menu
Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: Wednesday, October 06, 2010 10:59 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customizing the left side main menu but what file would I need to edit? I'm trying to find where the left side menu is generated. On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com wrote: On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear based off of permissions. Ex: if you're in the Helpdesk group, display these additional links that will open up to maybe a custom dashboard based on the link I click. I already figured out how to make the custom dashboard entries.. just trying to figure out how to implement the custom menu based on user or group part.. any ideas? Sounds like you want the $group-HasMember method You can read more about it Group_Overlay.pm -kevin 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 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] Customizing the left side main menu
share/html/Elements/Tabs has the nav bar. I found it by checking every file for the string Simple Search Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Hall Sent: Wednesday, October 06, 2010 10:59 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Customizing the left side main menu but what file would I need to edit? I'm trying to find where the left side menu is generated. On Tue, Oct 5, 2010 at 10:35 AM, Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com wrote: On Tue, Oct 05, 2010 at 08:42:22AM -0400, Chris Hall wrote: Ok, in a nutshell.. I'd like to add some extra options to the main menu, where Home and Tickets and Tools, etc.. exist.. maybe at the bottom. But I'd like to make them only appear based off of permissions. Ex: if you're in the Helpdesk group, display these additional links that will open up to maybe a custom dashboard based on the link I click. I already figured out how to make the custom dashboard entries.. just trying to figure out how to implement the custom menu based on user or group part.. any ideas? Sounds like you want the $group-HasMember method You can read more about it Group_Overlay.pm -kevin 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 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] What to exclude from auto-updates
Lots of people will differ, but I like to set up things like this: yum (or apt-get, or whatever) gets full control over the system. Everything I use in production, however, uses binaries (and associated libraries) I build from source. I have lots of experience building all the stuff I need from source, so it is not a problem for me. For example, sometimes I do it under /home/simple or /opt and I install my version of perl and perl libraries, httpd, mod_perl, mod_ssl, my Pg database, and, for this use case, RT. I install all those packages to /opt or /home/simple so there is a /opt/bin, /opt/lib, /opt/share, etc. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Gareth Tupper Sent: Wednesday, October 06, 2010 11:31 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] What to exclude from auto-updates Having spent a harrowing time recovering my RT install from the willful vagaries of CentOS's yum updates* I'd now like to never have to do that again. To this end, can anyone suggest which packages I should not allow to be updated through yum/rpm , or packages that I should only update through cpan? Many thanks, Gareth * Apache wouldn't load following updates, but that was easily fixed by updating File::Temp in cpan. It then however left me in the state of not running RT and instead trying to download a blank file. This was finally fixed by pulling all my hair out, crying in a corner, and finally deleting /usr/lib/perl5/5.8.8/i386-linux-thread-multi/Scalar/Util.pm from disk reinstalling Scalar::Util from cpan. 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 3.8.8 segfaults apache 2 on OpenSUSE 11.x
Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you.-Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Bruce Ferrell Sent: Tuesday, October 05, 2010 1:48 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8.8 segfaults apache 2 on OpenSUSE 11.x This is too weird. At first I thought it was a bad upgrade from 3.6.3 but I installed again on a blank system and Apache didn't seem to start so I tried httpd2-prefork -X to see what Apache was doing. nothing is dropped in the error log and Apache just terminates with a segfault. Anyone have any suggestions? Another way to go, rather than gdb, is strace. strace httpd -X will show you all the system calls httpd is making and may reveal where it segfaults. 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] Have their been changes in any Indexes between 3.8.4 and 3.8.8?
From: Dominic Hargreaves [mailto:dominic.hargrea...@oucs.ox.ac.uk] Sent: Sunday, October 03, 2010 7:34 AM To: Josh Narins Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Have their been changes in any Indexes between 3.8.4 and 3.8.8? On Sun, Oct 03, 2010 at 12:28:41PM +0100, Dominic Hargreaves wrote: On Fri, Oct 01, 2010 at 04:06:52PM -0400, Josh Narins wrote: I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's scripts.[1] For performance reasons, he drops the indices before the insert, then recreates them after. All perfectly logical, but his scripts were based on 3.8.4 I wanted to make sure that no indices had changed between 3.8.4 and 3.8.8 so that the index recreation works as expected. No index changes have taken place since 3.8.4. See etc/upgrade/3.8.* for confirmation. Actually, UPGRADING has something to say about index upgrades on MySQL and Oracle, you might like to check that out. Thank you very much. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Mobile: (917) 488-6248 Fax: (212) 994-4260 jnar...@seniorbridge.com SeniorBridge Managing Complex Chronic Care http://www.seniorbridge.com SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Have their been changes in any Indexes between 3.8.4 and 3.8.8?
I'm converting a 2.0.15 RT system with mysql to 3.8.8 using Kai's scripts.[1] For performance reasons, he drops the indices before the insert, then recreates them after. All perfectly logical, but his scripts were based on 3.8.4 I wanted to make sure that no indices had changed between 3.8.4 and 3.8.8 so that the index recreation works as expected. Thanks in advance: CREATE INDEX Attachments1 ON Attachments (Parent) ; CREATE INDEX Attachments2 ON Attachments (TransactionId) ; CREATE INDEX Attachments3 ON Attachments (Parent, TransactionId) ; CREATE INDEX Links4 ON Links(Type,LocalBase); CREATE INDEX Principals2 ON Principals (ObjectId); CREATE INDEX Groups2 On Groups (lower(Type), lower(Domain), Instance); CREATE INDEX Transactions1 ON Transactions (ObjectType, ObjectId); CREATE INDEX ACL1 on ACL(ObjectId, ObjectType); CREATE INDEX ACL2 ON ACL(PrincipalId, PrincipalType); CREATE INDEX ACL3 ON ACL(RightName); CREATE INDEX CachedGroupMembers2 on CachedGroupMembers (MemberId); CREATE INDEX CachedGroupMembers3 on CachedGroupMembers (GroupId); CREATE INDEX DisGrouMem on CachedGroupMembers (GroupId,MemberId,Disabled); CREATE INDEX Users3 ON Users (lower(EmailAddress)); CREATE INDEX Users4 ON Users (EmailAddress); CREATE INDEX Tickets1 ON Tickets (Queue, Status) ; CREATE INDEX Tickets2 ON Tickets (Owner) ; CREATE INDEX Tickets3 ON Tickets (EffectiveId) ; CREATE INDEX Tickets4 ON Tickets (id, Status) ; CREATE INDEX Tickets5 ON Tickets (id, EffectiveId) ; CREATE INDEX ObjectCustomFieldValues1 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId,Content); CREATE INDEX ObjectCustomFieldValues2 ON ObjectCustomFieldValues (CustomField,ObjectType,ObjectId); CREATE INDEX CustomFieldValues1 ON CustomFieldValues (CustomField); CREATE INDEX Attributes1 on Attributes(Name); CREATE INDEX Attributes2 on Attributes(ObjectType, ObjectId); [1] - http://bonsai.xs4all.nl/cgi-bin/gitweb.cgi?p=rt-migration.git Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Massaging Email Content Before Ticket Creation/Comment/Correspondence
I thought it mikght be as simple as altering rt-mailgate as follows:
# Read the message in from STDIN
my %message = write_down_message();
unless( $message{'filename'} ) {
+${ $message{content} } =~ s{Confidentiality.*?End Of Confidentiality}{}g;
$args{'message'} = [
undef, '',
'Content-Type' = 'application/octet-stream',
Content = ${ $message{'content'} },
];
} else {
but I wouldn't be writing if that had worked.
Our firm as you can see below, adds a lot of stuff to each outgoing email, and
when you combine that with multiple levels of quoting in comment replies
something needs to be done if anyone wants to be able to read the ticket
through the web interface.
Thanks in advance.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
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 log has Group Error
Um, I think Kevin was saying it was fixed in 3.8.8, so you could use that. Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Monday, September 13, 2010 12:06 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT log has Group Error Kevin, Yea. I was looking thru the list of fixes in 3.8.8 and found one that sounded an awful lot like what I'm getting. I think I'll wait for 3.10 and go with that one. Thanks. Kenn On Mon, Sep 13, 2010 at 7:48 AM, Kevin Falcone falc...@bestpractical.commailto:falc...@bestpractical.com wrote: On Wed, Sep 08, 2010 at 03:54:56PM -0700, Kenneth Crocker wrote: To List, I'm getting an error on my log file that I don't understand. [Wed Sep 8 22:30:44 2010] [error]: Group::HasMember was called with an argument that isn't an RT::Principal or id. It's (undefined) (/opt/rt3/bin/../lib/RT/Group_Overlay.pm:1046) Does anyone know how this error is specifically generated? Like, was it trying to send an email to someone that doesn't exist in the User Table? I'll dig for it, but a little direction here would suffice for me to dig in the right direction. It is nearly impossible to say without more context and RT version, but there was a bug fixed in 3.8.8 where some uses of SimpleSearch would cause an invalid Privileged check -kevin 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 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] Tickets in Approval queue hard to find
As I described earlier[1] I am setting up an Approvals queue when a ticket enters status 'fixed.' Back then I was missing the scrip. I added a scrip as below[2] In the error log I see the promising output when a ticket is changed to status fixed: Wed Sep 1 16:34:04 2010] [info]: Ticket 504 created in queue 'Approvals' by RT_System (/opt/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671) And if I Simple Search for 504 I find the ticket. But if I the more advanced search with (Queue= 'Approvals') it returns nothing. The Home-Quick Search-Approvals section shows 0 tickets with each status. Any ideas? [1] - http://lists.bestpractical.com/pipermail/rt-users/2010-August/066363.html [2] Description: Add a ticket to the Approval queue when an Application ticket is fixed Condition: On Fixed Action: Create Ticket Template: On Fixed Stage: Transaction Create Josh Narins Director of Application Development SeniorBridge 845 Third Ave 7th Floor New York, NY 10022 Tel: (212) 994-6194 Fax: (212) 994-4260 Mobile: (917) 488-6248 jnar...@seniorbridge.com seniorbridge.comhttp://www.seniorbridge.com/ [http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif] SeniorBridge Statement of Confidentiality: The contents of this email message are intended for the exclusive use of the addressee(s) and may contain confidential or privileged information. Any dissemination, distribution or copying of this email by an unintended or mistaken recipient is strictly prohibited. In said event, kindly reply to the sender and destroy all entries of this message and any attachments from your system. Thank you. 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] Tickets in Approval queue hard to find
On Wed, Sep 01, 2010 at 12:37:20PM -0400, Josh Narins wrote:
Wed Sep 1 16:34:04 2010] [info]: Ticket 504 created in queue 'Approvals'
by RT_System
(/opt/local/rt/bin/../lib/RT/Ticket_Overlay.pm:671)
If you used the builtin ___Approvals queue, you'd just click on the Approvals
tab on the left to see pending approvals you need to work.
-kevin
That's obviously what I want, maybe I've messed something up by creating an
Approvals queue by hand, first?
I changed my template to look like this but Approvals still seems empty.
===Create-Ticket: ___Approvals
Subject: Please Approve {$Tickets{'TOP'}-Subject}
Queue: ___Approvals
Type: approval
Depended-On-By: {$Tickets{TOP}-Id}
Refers-To: {$Tickets{TOP}-Id}
Status: new
Requestors: {$Tickets{TOP}-Owner}
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{'TOP'}-Subject}. Please
review. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnar...@seniorbridge.com
SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
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] Condition + Scrip + ScripConditions
RT is a really nice product.
My goal is to create a status called fixed which means the task is done by
the owner, but the completion requires QA and/or Management approval before it
moves to production. I want a ticket created in the Approvals queue when the
owner changes the status to fixed (most likely from open).
I am running rt 3.8.8.
My problem is that my RT::Condition module's isApplicable method is not being
called.
I have this[1] module installed and with the right permissions in
lib/RT/Condition/StatusChangeFixed.pm
I have this[2] template set up on the queue.
I have this[3] installed as rt/local/etc/StatusChangeFixed.install and I
executed the install command[4] successfully.
Any ideas?
[1]
package RT::Condition::StatusChangeFixed;
use base 'RT::Condition';
use strict;
sub IsApplicable {
my $self = shift;
return (
$self-TransactionObj-Field eq 'Status'
and
$self-TransactionObj-NewValue() eq 'fixed'
) ? 1 : undef;
}
1;
[2]
Name: On Fixed
===Create-Ticket: Approvals
Subject: Please Approve {$Tickets{'TOP'}-Subject}
Queue: Approvals
Depended-On-By: {$Tickets{TOP}-Id}
Refers-To: {$Tickets{TOP}-Id}
Status: fixed
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{'TOP'}-Subject}. Please revie
w. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT
[3]
@ScripConditions = (
{ Name= 'On Fixed',
Description = 'Trigger when status is changed to Fixed',
ExecModule = 'StatusChangeFixed',
Argument= 'fixed',
ApplicableTransTypes = 'Status' },
);
[4]
sbin/rt-setup-database --action insert --datafile
local/etc/StatusChangeFixed.install
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
seniorbridge.comhttp://www.seniorbridge.com/
[http://www.seniorbridge.com/images/seniorbridgedisclaimerTAG.gif]
SeniorBridge Statement of Confidentiality: The contents of this email message
are intended for the exclusive use of the addressee(s) and may contain
confidential or privileged information. Any dissemination, distribution or
copying of this email by an unintended or mistaken recipient is strictly
prohibited. In said event, kindly reply to the sender and destroy all entries
of this message and any attachments from your system. Thank you.
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] Condition + Scrip + ScripConditions
Thank you.
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Mobile: (917) 488-6248
Fax: (212) 994-4260
jnar...@seniorbridge.com
SeniorBridge
Managing Complex Chronic Care
http://www.seniorbridge.com-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Friday, August 27, 2010 3:01 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Condition + Scrip + ScripConditions
On Fri, Aug 27, 2010 at 02:33:03PM -0400, Josh Narins wrote:
RT is a really nice product.
My goal is to create a status called fixed which means the task is done
by the owner, but
the completion requires QA and/or Management approval before it moves to
production. I want a
ticket created in the Approvals queue when the owner changes the status to
fixed (most likely
from open).
I see a template and a scrip condition, but you don't mention the scrip you
created to hold it all together
-kevin
I am running rt 3.8.8.
My problem is that my RT::Condition module's isApplicable method is not
being called.
I have this[1] module installed and with the right permissions in
lib/RT/Condition/StatusChangeFixed.pm
I have this[2] template set up on the queue.
I have this[3] installed as rt/local/etc/StatusChangeFixed.install and I
executed the install
command[4] successfully.
Any ideas?
[1]
package RT::Condition::StatusChangeFixed;
use base 'RT::Condition';
use strict;
sub IsApplicable {
my $self = shift;
return (
$self-TransactionObj-Field eq 'Status'
and
$self-TransactionObj-NewValue() eq 'fixed'
) ? 1 : undef;
}
1;
[2]
Name: On Fixed
===Create-Ticket: Approvals
Subject: Please Approve {$Tickets{'TOP'}-Subject}
Queue: Approvals
Depended-On-By: {$Tickets{TOP}-Id}
Refers-To: {$Tickets{TOP}-Id}
Status: fixed
Condition: On Fixed
Content-Type: text/plain
Content: Someone has completed the task {$Tickets{'TOP'}-Subject}.
Please revie
w. Resolve this ticket if the review was satisfactory.
ENDOFCONTENT
[3]
@ScripConditions = (
{ Name= 'On Fixed',
Description = 'Trigger when status is changed to Fixed',
ExecModule = 'StatusChangeFixed',
Argument= 'fixed',
ApplicableTransTypes = 'Status' },
);
[4]
sbin/rt-setup-database --action insert --datafile
local/etc/StatusChangeFixed.install
Josh Narins
Director of Application Development
SeniorBridge
845 Third Ave
7th Floor
New York, NY 10022
Tel: (212) 994-6194
Fax: (212) 994-4260
Mobile: (917) 488-6248
jnar...@seniorbridge.com
[1]seniorbridge.com
[2]SeniorBridge
--
SeniorBridge Statement of Confidentiality: The contents of this email
message are intended for
the exclusive use of the addressee(s) and may contain confidential or
privileged information.
Any dissemination, distribution or copying of this email by an unintended
or mistaken
recipient is strictly prohibited. In said event, kindly reply to the
sender and destroy all
entries of this message and any attachments from your system. Thank you.
References
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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 Training in Washington DC, USA on Oct 25 26 2010
Last one this year -- Learn how to get the most out of RT!
