[rt-users] Sorting transactions by id instead of Created?

[Lars Braeuer]

Hi,

I'm wondering if there is any place in the code (anyone knows of) where 
database selects from the
'Transactions' table might be ordered by id instead of the Created date 
column?

I'm trying to fix Create entries in the database by adding a new entry 1 
second ahead then
changing the initial Create to the Comment type. This is working fine, but 
in case there's a
known place in the code where ordering is done by id, this will break idea.

Lars

RT Training Sessions (http://bestpractical.com/services/training.html)
*  San Francisco, CA, USA  October 18  19, 2011
*  Washington DC, USA  October 31  November 1, 2011
*  Barcelona, Spain  November 28  29, 2011

Re: [rt-users] Limiting the information unprivileged users are able to see via the webinterface

[Lars Braeuer]

Hello Joop,

thanks a lot for this hint. This really saved my day. :)

Actually, I finally achieved what I wanted to do with the following (in case 
someone else is looking
for this):

%init
return if $session{'CurrentUser'}-Privileged;
my $myskip=1;

if ( $Transaction-Type =~ /^(Correspond|Create)$/ ) {
$myskip = 0;
}
$$skip=$myskip;

/%init

%args
$Transaction = undef
$skip
/%args


This skips everything but Correspond and the initial Create message.

Also thanks to Thomas about the return hint.

Best regards,

Lars


Am 28.09.2011 17:08, schrieb Joop:
 Lars Braeuer wrote:
 Hello,

 is there a way in RT 4.x to reduce the information an unprivileged user can 
 see when he's accessing
 his tickets via the RT webinterface?
   
 Yes, use Callbacks to skip the transactions you don't want.
 The Callback you want to add is:
 /opt/rt3/local/html/Callbacks/mococo/Ticket/Elements/ShowHistory/SkipTransaction
 with SkipTransaction having something like:
 %init
 my $myskip=0;
 
 if ( $Transaction-Type =~ /^(Set|Told)$/ ) {
if ( $Transaction-Field =~ /^(TimeWorked|Told|Starts|Started|Due)$/ ) {
$myskip = 1;
}
else {
$myskip = 0;
}
 }
 $$skip=$myskip;
 
 /%init
 
 %args
 $Transaction = undef
 $skip
 /%args
 Which skips the TimeWorked,Told,Starts,Started,Due transactions.
 You might want to consider modifying other files in SelfService to not show 
 the user who worked on
 it but to show for example  'helpdesk'.
 
 Greetings,
 
 Joop
 
 
 
 RT Training Sessions (http://bestpractical.com/services/training.html)
 *  Chicago, IL, USA  September 26  27, 2011
 *  San Francisco, CA, USA  October 18  19, 2011
 *  Washington DC, USA  October 31  November 1, 2011
 *  Melbourne VIC, Australia  November 28  29, 2011
 *  Barcelona, Spain  November 28  29, 2011

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

[rt-users] Return from a local/html template to share/html template in case of special condition

[Lars Braeuer]

Hi,

is there a way to return from a local/html template to the original share/html 
template, in case a
certain condition is met? (Please read on for more details).

With the inspiration from Joop concerning 'conditions', I found out about the 
html templates in
share/html/.

I want to be able to show a reduced set of date lines in the 
Ticket/Elements/ShowDates template to
unprivileged users.

I successfully created rt-dir/local/html/Ticket/Elements/ShowDates with a 
reduced set of dates
that is working for unprivileged users.

Question: Is there a way to return to the original ShowDates template, in case
$session{'CurrentUser'}-Privileged is true? See below for what is only working 
for unprivileged
users for me (because the whole template seems to be exited in case this 
condition is met).


table
  tr class=date created
td class=label|/lCreated/:/td\
td class=value% $Ticket-CreatedObj-AsString %/td
  /tr
  tr class=date resolved
td class=label|/lClosed/:/td\
td class=value% $Ticket-ResolvedObj-AsString  %/td
  /tr
% $m-callback( %ARGS, CallbackName = 'EndOfList', TicketObj = $Ticket );
/table
%init
#
# This is not working:
#
return if $session{'CurrentUser'}-Privileged;
/%init
%ARGS
$Ticket = undef
$UpdatedLink = 1
/%ARGS

Thanks in advance.

Best regards,

Lars

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] Limiting the information unprivileged users are able to see via the webinterface

[Lars Braeuer]

Hello,

is there a way in RT 4.x to reduce the information an unprivileged user can see 
when he's accessing
his tickets via the RT webinterface?

The only information I want the user to see are the replies concerning his 
tickets and no other
information like the change of owner, addition or removal of AdminCC user, etc.

I couldn't find an appropriate setting or right to reduce the output.

Best regards,

Lars

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] Bug or feature? Unpriviledged users see first article via webinterface

[Lars Braeuer]

Hi,

I was wondering if it is possible to allow a priviledged user to start a ticket 
as type comment
instead type reply. We are using 4.0.0 and I haven't seen anything like this 
in the changelog of
4.0.{1,2}.

We have the following problem:

Sometimes we open a new ticket (i.e. New ticket in ... button) *without* a 
Requestor on the
ticket, we then usually write an internal starting comment as ticket kick off. 
This text which we
want to be an internal comment is internally saved by RT as type Reply.

So if we later on add a Requestor to the ticket and give that requestor 
unpriviledged access to the
RT webinterface, he will be able to see the initial text which was supposed to 
be an internal
comment. So limiting the initial ticket opening process to the reply type 
seems to be somewhat
inflexible.

Having the ability to pick in between comment and reply when opening a new 
ticket via the
webinterface would be very, very helpful.

Until now we always create new tickets just with the text Ticket creation, 
and then add a comment.
But this is very annoying.

Is there just an option/right I have missed to set correctly?

Regards,

Lars

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] Add custom field to default search query

[Lars Braeuer]

Hello,

the default search form on every page only allows to search through standard 
fields, but not through
custom fields.

Is there any way, like hacking an (sql) query, to include just one custom field 
with the standard
search?

I.e. we are tracking the customer ID in one of these fields. We would like to 
include it in the
standard search, without having to use the advanced search feature, which takes 
time. It's also not
applicable to setup saved searches, as we want to remain totally dynamic.

Any hints?

Thanks in advance.

Best regards,

Lars Braeuer

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] 4.0.0 Minor layout bug

[Lars Braeuer]

Hi,

I discovered a minor layout bug in 4.0.0.

When using a custom logo and even though having LogoImageWidth and 
LogoImageHeight set in the
config, the logo will be scaled to the full height of the top bar. This is 
annoying, if the logo is
smaller than the bar.

This is because of a css setting in layout.css:

--- share/html/NoAuth/css/aileron//layout.css.org   2011-05-05 
21:58:55.0 +0200
+++ share/html/NoAuth/css/aileron/layout.css2011-05-05 21:58:15.0 
+0200
@@ -117,7 +117,7 @@

 div#logo a img {
 border: 0;
-height: 100% !important;
+height: auto !important;
 width: auto !important;
 float: right;
 }

This fixes the problem.

Best regards,

Lars Bräuer
-- 
MPeX.net GmbH / Werner-Voß-Damm 62 / D-12101 Berlin / Germany
MPeXnetworks / www.mpexnetworks.de
Tel: ++49-30-78097 180 / Fax: ++49-30-78097 181

Sitz, Registergericht: Berlin, Amtsgericht Charlottenburg, HRB 76688
Geschäftsführer: Lars Bräuer, Gregor Lawatscheck

[rt-users] Searching for AdminCc

[Lars Braeuer]

Hello,

first of all, thanks for this great piece of software.

We are using RT for quite a while now. We are currently testing RT 4.0.0 and 
were wondering, if
there is a work around for what we are doing, without actually having to modify 
the code.

We have a saved search that allows us to display all tickets on the dashboard, 
that are not owned by
the user running the search, but all tickets that a user is AdminCc on.

In order to achieve this, I changed the code to use __CurrentUserEmail__ in the 
search:

--- lib/RT/Tickets_SQL.pm.orig  2011-05-02 21:47:49.0 +0200
+++ lib/RT/Tickets_SQL.pm   2011-05-04 16:15:00.0 +0200
@@ -202,6 +202,8 @@
 # replace __CurrentUser__ with id
 $value = $self-CurrentUser-id if $value eq '__CurrentUser__';

+# replace __CurrentUserEmail__ with EmailAddress
+$value = $self-CurrentUser-EmailAddress if $value eq 
'__CurrentUserEmail__';

 unless( $dispatch{ $class } ) {
 die No dispatch method for class '$class'


The query of the saved search is:
Owner != 'Nobody' AND Status != 'resolved' AND Status != 'rejected' AND Status 
!= 'stalled' AND
Owner != '__CurrentUser__' AND AdminCc.EmailAddress LIKE '__CurrentUserEmail__'

This is working fine for us, but it's really annoying to carry on the change 
through all releases.

Is there another easy way to achieve what we are trying to do, or could you 
consider to add this
patch upstream?

Best regards,

Lars Bräuer

Re: [rt-users] Searching for AdminCc

[Lars Braeuer]

Hi Thomas,

thanks a lot. That's it and it's so obvious, I should have stumbled accross it 
when setting up the
query. Thanks again.

Lars

Am 04.05.2011 18:05, schrieb Thomas Sibley:
 On 05/04/2011 11:00 AM, Lars Braeuer wrote:
 The query of the saved search is:
 Owner != 'Nobody' AND Status != 'resolved' AND Status != 'rejected' AND 
 Status != 'stalled' AND
 Owner != '__CurrentUser__' AND AdminCc.EmailAddress LIKE 
 '__CurrentUserEmail__'

 This is working fine for us, but it's really annoying to carry on the change 
 through all releases.

 Is there another easy way to achieve what we are trying to do, or could you 
 consider to add this
 patch upstream?
 
 Your change isn't necessary.  Just use AdminCc.id = '__CurrentUser__'
 instead (that's been supported for a long time).
 
 Thomas
 

[rt-users] Change FriendlyFromLineFormat to include name of responder instead of queue name

[Lars Braeuer]

Hello,

here's another fix we implemented, in order to change the friendly from line 
format. I'd be
interessted, if there is a better solution for that?

In RT_SiteConfig.pm we have:

Set($FriendlyFromLineFormat , \My Company %s\ %s);

When sending a mail from queue Incidents this results in the from line:
'My Company Incidents queue-mail-address'

Instead of the queue name we would like to replace the first %s with the name 
of the person
answering the request, resulting in 'My Company John Doe 
queue-mail-address'.

Until now we are using another patch for that:

--- lib/RT/Action/Autoreply.pm.orig 2011-05-02 21:47:49.0 +0200
+++ lib/RT/Action/Autoreply.pm  2011-05-04 17:08:48.0 +0200
@@ -97,7 +97,7 @@
 my $friendly_name;

if (RT-Config-Get('UseFriendlyFromLine')) {
-   $friendly_name = $self-TicketObj-QueueObj-Description ||
+   $friendly_name = $self-TransactionObj-CreatorObj-RealName ||
$self-TicketObj-QueueObj-Name;
}

Is there an easier way to achieve this without patching the code?

If not, could you introduce a new variable like $FriendlyFromLineName to enable 
user to pick which
variable to use out of a few selected ones?

Best regards,

Lars

Re: [rt-users] HTTP/HTTPS bug in 4.0?

[Lars Braeuer]

Hi,

are you talking about the More about the requestors section when viewing a 
ticket?

Our RT 4.0.0 test instance runs on https, but all the links (i.e. 10 most 
important active tickets)
are https, just as expected.

Lars

Am 04.05.2011 23:06, schrieb Stoned Elipot:
 Hi,
 
 On Wed, May 4, 2011 at 9:49 PM, Alex Vandiver ale...@bestpractical.com 
 wrote:
 On Wed, 2011-05-04 at 14:27 -0500, Dario Landazuri wrote:
 We are running an RT instance under https only.  I just noticed a small
 issue - when you're looking at a ticket, the links for a requestor's
 other tickets are non-https (http://...).  On our system, that leads to
 a 404.  Other links in the ticket (creating links, last ticket
 transaction, etc) all properly go to https://...

 This does look to be a bug; I'll bounce your mail into the
 issues.bestpractical.com to track it.
  - Alex
 
 Playing around with a 4.0.0 test clone of a 3.8.10 RT instance I noticed
 the same thing, both for the requestor's other tickets links and for
 the related tickets links.
 Then I noticed that the 3.8.10 instance also exhibits the same
 behaviour, only it was
 masqueraded by the web server doing HTTP to HTTPS redirection :-}
 
 Cheers, Stoned.
 

[rt-users] Weird error on Owner Change: Could not change owner. Group already has member

[Lars Braeuer]

Hi,

I'm using RT 3.6.6, having three Groups defined.

The group I'm in, has all rights granted on the global level.

But still I'm not able to take some of the tickets currently owned by Nobody.

Whenever I try to change the owner of some tickets (using the Basics section 
in the ticket view), I'm getting the error message: Could not change owner. 
Group already has member

I tried to debug this issue. So I found out that the first part of the error 
message is originated from lib/RT/Ticket_Overlay.pm line 3079:


 my ( $add_id, $add_msg ) = $self-OwnerGroup-_AddMember(
PrincipalId = 
$NewOwnerObj-PrincipalId,
InsideTransaction = 1 );
 unless ($add_id) {
 $RT::Handle-Rollback();
 return ( 0, $self-loc(Could not change owner. ) . $add_msg );
 }


Digging further down, I was wondering why the AddMember function is used at all?

The second part of the error Group already has member is originated from 
lib/RT/Group_Overlay.pm line 985:


 if ( $self-HasMember( $new_member_obj ) ) {

 #User is already a member of this group. no need to add it
 return ( 0, $self-loc(Group already has member) );
 }


Why would it be required, to add the user to a group, when I'm just trying to 
change the owner of the ticket?

Commenting out the block in Ticket_Overlay.pm starting with unless ($add_id) 
{ 
fixes the issue, but I'm not sure if this is breaking anything.

Thanks in advance for any advice.

Best,

Lars Bräuer
-- 
MPeX.net GmbH   MPeXnetworks
Werner-Voß-Damm 62http://mpexnetworks.de
D-12101 Berlin   Tel: ++49 - 30 - 780 97 180
Germany  Fax: ++49 - 30 - 780 97 181

HRB 76688, Berlin Amtsgericht Charlottenburg
Geschäftsführer:  Gregor Lawatscheck
   Robert Lawatscheck
  Lars Bräuer
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]


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