Re: [rt-users] Pressing the ticket Create button twice creates the same ticket twice
Hi Ruslan, sorry for the late response but I was out of office for a week. I tried the patch and it is working for the purpose it is made for. Only one ticket is created at a time. But there are many side effects too: If you create a New Search (same for Edit Search) and press the buttons - Add these terms and search (Below the Add Criteria box) - Update format and search (At the right lower corner of the page) the page is reloaded only and the results are not shown. The Show Results button at the horizontal navigation at the top of the page works. If you write a Comment and you press the Update Ticket button the page is reloaded either and the comment is not applied to the ticket. The same with the Reply, Forward and Resolve functions. If you press Save Changes under Configuration - Custom Fields while editing a custom field: same misbehaviour. The Update button under the Bulk Update is working. I cleared the cache and restarted apache before. Best regards, Markus T-Systems International GmbH SDU Telco NPS Vorgebirgsstr. 49 53119 Bonn Tel: + 49 228 9841 3820 E-Mail: markus.kum...@t-systems.com T-Systems International GmbH Supervisory Board: René Obermann (Chairman) Board of Management: Reinhard Clemens (Chairman), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Georg Pepping, Klaus Werner Commercial register: Amtsgericht Frankfurt am Main HRB 55933 Registered office: Frankfurt am Main WEEE -Reg.-No. DE87523644 -Ursprüngliche Nachricht- Von: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] Im Auftrag von Ruslan Zakirov Gesendet: Montag, 18. Oktober 2010 23:07 An: Kummer, Markus Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Pressing the ticket Create button twice creates the same ticket twice Hi, Try attached patch. Check if it works and let it roll for a while. If it works and there are no objections from other developers then I'll push it into the core. Don't forget to clean mason cache and restart web server. On Fri, Oct 15, 2010 at 10:33 AM, markus.kum...@t-systems.com wrote: Dear list, My environment: RT 3.8.8 Perl 5.8.8 apache 2.2.8 FastCGI 2.4.6 OS: Ubuntu or SuSE (same behaviour) I have a problem with the ticket creation. The following situation: A user wants to create a ticket and clicks the create button. Because of a slow network connection the response takes some seconds. The user is impatient and presses the create button again. - Two tickets with different id's but same content are created. The user can create the same ticket as long as the response from the first create has come back. This did not occur in RT 3.4.6. Is there any way to deactivate the create button until the request has finished? Thanks for any help. Best regards, Markus T-Systems International GmbH SDU Telco NPS Vorgebirgsstr. 49 53119 Bonn Tel: + 49 228 9841 3820 E-Mail: markus.kum...@t-systems.com T-Systems International GmbH Supervisory Board: René Obermann (Chairman) Board of Management: Reinhard Clemens (Chairman), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Georg Pepping, Klaus Werner Commercial register: Amtsgericht Frankfurt am Main HRB 55933 Registered office: Frankfurt am Main WEEE -Reg.-No. DE87523644 RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT! -- Best regards, Ruslan.
[rt-users] Pressing the ticket Create button twice creates the same ticket twice
Dear list, My environment: RT 3.8.8 Perl 5.8.8 apache 2.2.8 FastCGI 2.4.6 OS: Ubuntu or SuSE (same behaviour) I have a problem with the ticket creation. The following situation: A user wants to create a ticket and clicks the create button. Because of a slow network connection the response takes some seconds. The user is impatient and presses the create button again. - Two tickets with different id's but same content are created. The user can create the same ticket as long as the response from the first create has come back. This did not occur in RT 3.4.6. Is there any way to deactivate the create button until the request has finished? Thanks for any help. Best regards, Markus T-Systems International GmbH SDU Telco NPS Vorgebirgsstr. 49 53119 Bonn Tel: + 49 228 9841 3820 E-Mail: markus.kum...@t-systems.com T-Systems International GmbH Supervisory Board: René Obermann (Chairman) Board of Management: Reinhard Clemens (Chairman), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Georg Pepping, Klaus Werner Commercial register: Amtsgericht Frankfurt am Main HRB 55933 Registered office: Frankfurt am Main WEEE -Reg.-No. DE87523644 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] Additional status in Quicksearch results but not in Quicksearch box
Hi Kevin,
thanks a lot for your hint. I changed QueueSummary and it works!
I'm not sure if it is the right way but this is what I did.
local/html/Elements/QueueSummary:
--- % my $all_q = $queue_cond . (.join( OR , map $_-{cond},
@$conditions).);
+++ % my $all_q = $queue_cond . (.join( OR , map $_-{cond},{cond =
Status = 'accepted', name = loc ('accepted') },{cond = Status = 'fixed',
name = loc ('fixed') },{cond = Status = 'verified', name = loc
('verified') },{cond = Status = 'new', name = loc ('new') },{cond =
Status = 'open', name = loc ('open') } ).);
Best regards,
Markus
-Ursprüngliche Nachricht-
Von: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] Im Auftrag von Kevin Falcone
Gesendet: Donnerstag, 3. Juni 2010 17:34
An: rt-users@lists.bestpractical.com
Betreff: Re: [rt-users] Additional status in Quicksearch results but not in
Quicksearch box
On Wed, Jun 02, 2010 at 01:27:06PM +0200, markus.kum...@t-systems.com wrote:
Hi Everybody,
I upgraded from RT 3.4.6 to RT 3.8.8.
In 3.4.6 it was possible to extend the default Quicksearch results to include
other status than new and open without showing them in the Quicksearch box
as a new column on the RT at a glance page.
I added the following to etc/RT_SiteConfig.pm
@ActiveStatus = qw(new open accepted fixed verified) unless
@ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless
@InactiveStatus;
That created the new status accepted fixed verified and rejected.
I changed local/html/Elements/Quicksearch
--- my $all_q = Queue = '$qid' AND (Status = 'open' OR Status =
'new');
+++ my $all_q = Queue = '$qid' AND ( Status = 'new' OR Status =
+++ 'open' OR Status = 'accepted' OR Status = 'fixed' OR Status =
+++ 'verified');
and the new status showed up on the Quicksearch results page but not in the
QuickSearch box itself.
In RT 3.8.8 this doesn't work anymore:
Adding the new status accepted fixed and verified to
Set(@ActiveStatus, qw(new open stalled));
the status appear as expected in the ticket creation form but additionally as
a new column in the Quick Search Box also.
Adding them to
Set(@InactiveStatus, qw(accepted fixed verified resolved rejected
deleted));
gives me the new status for ticket creation. They don't show up in the Quick
Search box but in the Qicksearch results neither.
After searching the mailing list archives (e.g.
http://www.gossamer-threads.com/lists/rt/users/86368?search_string=Qui
cksearch;#86368) I edited the html/Elements/Quicksearch file as
follows
--- my @conditions = ();
+++ my @conditions = ( {cond = Status = 'accepted', name = loc
+++ ('accepted') }, {cond = Status = 'fixed', name = loc ('fixed')
+++ }, {cond = Status = 'verified', name = loc ('verified') },
+++ {cond = Status = 'requested', name = loc ('rejected') } );
The result is the same as setting them in the ActiveStatus in
RT_SiteConfig.pm.
The status show up in the Quicksearch box as a new column AND on the
Quicksearch results page.
Is it possible to configure RT to exclude the extra status in the Quicksearch
box but still see them in the results?
I assume see them in the results means see them when you click on the queue
name. Sounds like you want to hack the definition of $all_q in an overlay of
QueueSummary rather than touching Quicksearch
-kevin
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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[rt-users] Additional status in Quicksearch results but not in Quicksearch box
Hi Everybody,
I upgraded from RT 3.4.6 to RT 3.8.8.
In 3.4.6 it was possible to extend the default Quicksearch results to include
other status than new and open without showing them in the Quicksearch box as
a new column on the RT at a glance page.
I added the following to etc/RT_SiteConfig.pm
@ActiveStatus = qw(new open accepted fixed verified) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;
That created the new status accepted fixed verified and rejected.
I changed local/html/Elements/Quicksearch
--- my $all_q = Queue = '$qid' AND (Status = 'open' OR Status = 'new');
+++ my $all_q = Queue = '$qid' AND ( Status = 'new' OR Status = 'open' OR
Status = 'accepted' OR Status = 'fixed' OR Status = 'verified');
and the new status showed up on the Quicksearch results page but not in the
QuickSearch box itself.
In RT 3.8.8 this doesn't work anymore:
Adding the new status accepted fixed and verified to
Set(@ActiveStatus, qw(new open stalled));
the status appear as expected in the ticket creation form but additionally as a
new column in the Quick Search Box also.
Adding them to
Set(@InactiveStatus, qw(accepted fixed verified resolved rejected deleted));
gives me the new status for ticket creation. They don't show up in the Quick
Search box but in the Qicksearch results neither.
After searching the mailing list archives (e.g.
http://www.gossamer-threads.com/lists/rt/users/86368?search_string=Quicksearch;#86368)
I edited the html/Elements/Quicksearch file as follows
--- my @conditions = ();
+++ my @conditions = ( {cond = Status = 'accepted', name = loc ('accepted')
},
+++ {cond = Status = 'fixed', name = loc ('fixed') },
+++ {cond = Status = 'verified', name = loc ('verified') },
+++ {cond = Status = 'requested', name = loc ('rejected') } );
The result is the same as setting them in the ActiveStatus in RT_SiteConfig.pm.
The status show up in the Quicksearch box as a new column AND on the
Quicksearch results page.
Is it possible to configure RT to exclude the extra status in the Quicksearch
box but still see them in the results?
Thank you for any help,
Markus
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems with permissions (bug?)
Hi Ken ,hi Ruslan, thank you for your advice. I know that my rights config seems to be unlogical, so let me explain why I started like this. At the moment we have two departments working on incident reports in two queues. Both departments cannot see the other departments queue. Sometimes Dep. A needs to give a ticket to dep. B. In this case we follow a special workflow to realize that (Scrips). Dep. A change the status of a ticket in their queue to ext and write a reply. This procedure creates a child ticket in the Queue of dep B. Then Dep B works on that ticket. Some activities in the dep B queue cause a syncronization with the ticket in the queue of dep A. After the ticket is resolved in dep B the status of the parent ticket in queue of dep A is set to fixed and the workflow ends. This workflow causes a lot of confusion for the users. They forget to write a reply after changing the status to ext and so on. To make it more simple we want to merge the two queues and find another way to seperate the tickets of the two departments. What I posted before was the first try. The intention is that the two departments get exactly one requestor for each queue. So they have to log in as those requestors to see all their tickets. If dep A wants to give a ticket to dep B it just change the requestor to the one of dep B. In the second step I want to give rights to the owners of the tickets too. Then the requestor of dep B changes the owner to the one who has to work on that ticket. So if an owner logs in he sees all the tickets he has to work on. Maybe this is the wrong way but I don't know what else to do. Ken wrote: You granted some rights to Privileged and then granted the same rights again to a couple groups. The rights for Privileged I just applied because it was adviced in a post to see the Queue in Quicksearch. Actually I don't want rights for privileged users. Ruslan wrote: Sounds like it, but to be sure clean all sessions in the DB. Same behaviour after cleaning all sessions. Best regards, Markus T-Systems International GmbH SDU Telco NPS Vorgebirgsstr. 49 53119 Bonn Tel: + 49 228 9841 3820 E-Mail: markus.kum...@t-systems.com T-Systems International GmbH Aufsichtsrat: René Obermann (Vorsitzender) Geschäftsführung: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644 -Ursprüngliche Nachricht- Von: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] Im Auftrag von Ruslan Zakirov Gesendet: Dienstag, 11. Mai 2010 21:18 An: Kummer, Markus Cc: rt-users@lists.bestpractical.com Betreff: Re: [rt-users] Problems with permissions (bug?) On Tue, May 11, 2010 at 8:47 PM, markus.kum...@t-systems.com wrote: Dear list, I'm using rt 3.8.8 and facing problems in setting up permissions for a queue. What I want is that users see the tickets they have requested in a certain queue only. So user A cannot see tickets requested by user B and vice versa. So I applied the following rights - Configuration - Queues - Group rights Roles Requestor: - CommentOnTicket Do you really want requestors to comment and see comments? - DeleteTicket - ForwardMessage - ModifyCustomField - ModifyTicket - OwnTicket Requestor can own a ticket? Wierd. - ReplyToTicket - SeeCustomField - ShowOutgoingEmail - ShowTicket - ShowTicketComments - StealTicket - TakeTicket This is wierd as well as OwnTicket. - Watch - WatchAsAdminCc This is something wierd too. User defined groups 1_rt_eval - SeeQueue - CreateTicket 2_rt_eval - SeeQueue - CreateTicket This basically works, but when a user logs in he finds an empty RT at a glance page. But searching for his email address gives the expected results. So my only problem is that the Queue is not displayed in the Quicksearch. After a lot of searching in the mailing list archives I got some hints. I applied the following rights additionally: System groups Privileged: - SeeQueue - CreateTicket - ShowTicket After login the Quicksearch is populated with that queue but all tickets are shown. So I removed the ShowTicket right from Privileged (while the user is still logged in). After a reload of the RT at a glance page the user sees the queue in the quicksearch. Following the link shows the correct tickets (the ticket count is wrong but this doesn't matter). Everything fine so far, but when the user logs out and in again Quicksearch is empty again. This is fully reproducible. Do I miss something here or is this a bug? Sounds like it, but to be sure clean all sessions in the DB. Thanks for any help! -- Best regards, Ruslan. Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problems with permissions (bug?)
Dear list, I'm using rt 3.8.8 and facing problems in setting up permissions for a queue. What I want is that users see the tickets they have requested in a certain queue only. So user A cannot see tickets requested by user B and vice versa. So I applied the following rights - Configuration - Queues - Group rights Roles Requestor: - CommentOnTicket - DeleteTicket - ForwardMessage - ModifyCustomField - ModifyTicket - OwnTicket - ReplyToTicket - SeeCustomField - ShowOutgoingEmail - ShowTicket - ShowTicketComments - StealTicket - TakeTicket - Watch - WatchAsAdminCc User defined groups 1_rt_eval - SeeQueue - CreateTicket 2_rt_eval - SeeQueue - CreateTicket This basically works, but when a user logs in he finds an empty RT at a glance page. But searching for his email address gives the expected results. So my only problem is that the Queue is not displayed in the Quicksearch. After a lot of searching in the mailing list archives I got some hints. I applied the following rights additionally: System groups Privileged: - SeeQueue - CreateTicket - ShowTicket After login the Quicksearch is populated with that queue but all tickets are shown. So I removed the ShowTicket right from Privileged (while the user is still logged in). After a reload of the RT at a glance page the user sees the queue in the quicksearch. Following the link shows the correct tickets (the ticket count is wrong but this doesn't matter). Everything fine so far, but when the user logs out and in again Quicksearch is empty again. This is fully reproducible. Do I miss something here or is this a bug? Thanks for any help! Markus T-Systems International GmbH SDU Telco NPS Vorgebirgsstr. 49 53119 Bonn Tel: + 49 228 9841 3820 E-Mail: markus.kum...@t-systems.com T-Systems International GmbH Aufsichtsrat: René Obermann (Vorsitzender) Geschäftsführung: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Owner nobody not found in simple search
Hello, I got a problem with the simple search in RT 3.8.2. When I'm looking for tickets of the user nobody no tickets are found. For all other users the search works. In the new search form the tickets of the user nobody are found. Could this be a misconfiguration? Can anybody help me on this, please! Markus Kummer T-Systems Enterprise Services GmbH SDU Telco NPS Rabinstr. 8 53111 Bonn Tel: + 49 228 9841 382 E-Mail: markus.kum...@t-systems.com Aufsichtsrat: René Obermann (Vorsitzender) Executive Committee: Reinhard Clemens (Vorsitzender), Dr. Ferri Abolhassan, Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644 *Geschäftsführer gem. § 35 GmbHG Notice: This transmittal and/or attachments may be privileged or confidential. If you are not the intended recipient, you are hereby notified that you have received this transmittal in error; any review, dissemination, or copying is strictly prohibited. If you received this transmittal in error, please notify us immediately by reply and immediately delete this message and all its attachments. Thank you. T-Systems - Business flexibility ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] MinPasswordLength and additional password rules
Hi all, I'm are using RT 3.8.2 and looking for a possibillity to implement password rules for the RT Users. The only thing I found is that I can set a MinPasswordLength in RT_SiteConfig.pm. So I set the following Set($MinPasswordLength, 8); in RT_SiteConfig.pm, cleared the cache (rm -r mason-data/obj) and restarted the apache web server. The change had no effect. I'm able to specify a password with six characters only. If I specify a password with less than five chars I got the error message Password needs to be at least 5 characters long which seems to be the default. Do I have to ajust something else to get it working? Additionally the following rules are needed: - specify out of which characters a password has to be combined. - the administrator shouldn't know the password. So when a user is created the password should be generated automatically and send to him/her by email. Similar to the AutogeneratedPassword template but OnUserCreate only. - the user should be forced to renew his password after a certain period. - a forgot password link Is there any chance to realize it? Best regards, Markus Kummer == T-Systems Enterprise Services GmbH Systems Integration / ADSF / SF / Telco / Network Planning Systems Rabinstrasse 8 D- 53111 Bonn Tel: +49 228 9841 382 E-Mail: markus.kum...@t-systems.com T-Systems Enterprise Services GmbH Aufsichtsrat: René Obermann (Vorsitzender) Geschäftsführung: Reinhard Clemens (Vorsitzender), Olaf Heyden, Joachim Langmack, Dr. Matthias Schuster, Klaus Werner Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
