[rt-users] Rest API - Add refers to
Can anyone give me an example of how to add several links to the refers to section via the rest api? I can get one - but then I overwrite with any new links I add to refers to... Thanks Matt
Re: [rt-users] Error after upgrade to 3.8.8
Yep - found the local file. Thanks! On Mon, Jan 31, 2011 at 8:40 AM, Kevin Falcone wrote: > On Mon, Jan 31, 2011 at 08:30:40AM -0800, Matt Hoover wrote: > >I just did the upgrade process for a 3.8.4 install to 3.8.8 and am now > getting this error when > >clicking the Dates,People, or links... > >RT::Ticket::ApplyTransactionBatch Unimplemented in > HTML::Mason::Commands. > >(/opt/rt3/share/html/Ticket/ModifyDates.html line 73) > > That was added in 3.8.6, do you have a local modification of > RT::Ticket or other extensions that could be causing issues? > You can also always confirm that your > /opt/rt3/lib/RT/Ticket_Overlay.pm contains the expected method > > -kevin > -- *Words to live by:* *"**Do not lacrimate due to a capsized vessel of bovine lactic fluid**!!"*
[rt-users] Error after upgrade to 3.8.8
I just did the upgrade process for a 3.8.4 install to 3.8.8 and am now getting this error when clicking the Dates,People, or links... RT::Ticket::ApplyTransactionBatch Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/ModifyDates.html line 73) Any ideas how I can fix this? Thanks! Matt
[rt-users] Set CF value to NULL via rest interface
Can someone tell me the proper syntax to set a custom field value to NULL via rest? When it is NULL it has "(no value)" in the RT interface. I would like to reset the field via rest to this NULL state. Thanks! Matt 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] Unanswered question var directory has lots of txt files
This might be an easy configuration option I am missing ? Help >I have a ton of entries in my RT *var* directory like >"*var*/EtAdLbtGpw/part-5014-176.*txt*" - which contain automated *email*replys. >Do I need to keep all of these entries? Can I disable this? Thanks! Matt ___ 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] var directory
Hello- I have a ton of entries in my RT var directory like "var/EtAdLbtGpw/part-5014-176.txt" - which contain automated email replys. Do I need to keep all of these entries? Thanks! Matt ___ 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] Custom Field of Type Attachment - to template
Can someone point me in the right direction to insert the files from a custom field (Type Multiple attachments) into a template? Thanks! Matt ___ 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
Re: [rt-users] Query Builder search on Told
Let me hit this up again. Is there a way to do this via an overlay? I also
saw a FromSQL file that looked promising... To refresh everyone - I need to
be able to enter to query in advanced query something like:
( Status = 'open' OR Status = 'new' ) AND ( Owner = '__CurrentUser__' ) AND
( Starts < 'today' ) AND ( ( 'CF.{Type of work}' = 'Standard Work' ) OR (
'CF.{Type of work}' = 'Engineering work required' ) ) AND Told IS NULL
that last piece is not working for me.... "Told IS NULL"
Help :)
Thanks!
Matt
On Tue, Apr 28, 2009 at 11:22 PM, Matt Hoover wrote:
> Joe-
> Thanks for the recommendation :) I am pretty familiar with SQL. My
> question surrounds the RT QUERY BUILDER INTERFACE. I am not able to get
> these correct sql queries around "NULL" to work in the query builder. Try
> what you think will work in query builder. I have not been able to make it
> work.
>
> Trying something like: (except in query builder)
> SELECT * FROM Tickets WHERE Told IS NULL AND STATUS != 'Resolved'
>
> Is there any way to pull this from the Query Builder interface? I would
> like my users to be able to run this Thanks
>
> Matt
>
>
> On Mon, Apr 27, 2009 at 9:17 AM, Jo Rhett wrote:
>
>> This is a very basic SQL question. You need to go get a good book on
>> SQL. I recommend the pink book. (you'll understand when you see it)
>> To answer your question: IS NULL not = NULL. But please don't take my
>> answer and fail to purchase a good book on SQL.
>>
>> On Apr 24, 2009, at 11:22 PM, Matt Hoover wrote:
>>
>> In query builder - how do I search on dates that are NULL? I have tried
>> Told = NULL and lots of other combinations... We are using RT 3.81
>>
>> Thanks
>>
>> Matt
>> ___
>> 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
>>
>>
>> --
>> Jo Rhett
>> Net Consonance : consonant endings by net philanthropy, open source and
>> other randomness
>>
>>
>>
>>
>
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Re: [rt-users] Query Builder search on Told
Joe- Thanks for the recommendation :) I am pretty familiar with SQL. My question surrounds the RT QUERY BUILDER INTERFACE. I am not able to get these correct sql queries around "NULL" to work in the query builder. Try what you think will work in query builder. I have not been able to make it work. Trying something like: (except in query builder) SELECT * FROM Tickets WHERE Told IS NULL AND STATUS != 'Resolved' Is there any way to pull this from the Query Builder interface? I would like my users to be able to run this Thanks Matt On Mon, Apr 27, 2009 at 9:17 AM, Jo Rhett wrote: > This is a very basic SQL question. You need to go get a good book on SQL. > I recommend the pink book. (you'll understand when you see it) > To answer your question: IS NULL not = NULL. But please don't take my > answer and fail to purchase a good book on SQL. > > On Apr 24, 2009, at 11:22 PM, Matt Hoover wrote: > > In query builder - how do I search on dates that are NULL? I have tried > Told = NULL and lots of other combinations... We are using RT 3.81 > > Thanks > > Matt > ___ > 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 > > > -- > Jo Rhett > Net Consonance : consonant endings by net philanthropy, open source and > other randomness > > > > ___ 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] Query Builder search on Told
In query builder - how do I search on dates that are NULL? I have tried Told = NULL and lots of other combinations... We are using RT 3.81 Thanks Matt ___ 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] sort by Custom field
I have some users asking to be able to "CLICK" on the headers in a search. Headers that contain custom fields are not clickable. How can I make them functional and clickable by our users? Matt ___ 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] Squelching users
This may be a simple fix, but can I setup RT not to globally "squelch" the user when checking their box on the reply. I only want it to not send to those individuals for that transaction only... Thanks! Matt ___ 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
Re: [rt-users] RT Query help with comments
Ken-
I have customized the export report found in
'share/html/Search/Results.tsv'. I created a new file and added this
section to pull the last correspondence. You could easily change it to fit
comments:
# #
my $Transactions = $Ticket->Transactions;
$Transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );
$Transactions->OrderByCols (
{ FIELD => 'Created', ORDER => 'DESC' },
{ FIELD => 'id', ORDER => 'DESC' },
);
my $last_reply = '';
my $CorrespondObj = $Transactions->First;
if( $CorrespondObj && $CorrespondObj->id ) {
$last_reply= $CorrespondObj->Content;
}
$row->{'last_reply'} = $last_reply;
# #
push @rows, $row;
That might help you to come up with an export anyhow
Matt
On Wed, Mar 4, 2009 at 10:15 AM, Kenneth Crocker wrote:
> To all,
>
>
>So far, I've been able to develop every kind of query/report my
> users
> have asked for. Now someone wants a Query/report that would include the
> comments (only. Not any email, etc.) in the results. I have not been
> able to find that option in Query builder. Has anyone developed a query
> that will pull up comments? Thanks.
>
>
> Kenn
> LBNL
>
> ___
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>
> Community help: http://wiki.bestpractical.com
> Commercial support: sa...@bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>
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Re: [rt-users] Stop emails being sent for certain email addresses
Aaron- Another thought, you could also use your local email client on the RT server to capture those emails and route them to /dev/null. Here is a url to the postfix manual : http://www.postfix.org/ADDRESS_REWRITING_README.html Matt On Mon, Mar 2, 2009 at 9:53 PM, Aaron Guise wrote: > Thanks Matt, > > I never thought of that, I'll give that a go it appears for some of the > emails at least it will work. But alas some are hard coded and cannot be > changed, > > On Tue, Mar 3, 2009 at 3:47 PM, Matt Hoover wrote: > >> We have a similar situation. We just changed the from address to be >> nore...@rt.domain.com. We then create an alias for noreply and send it >> to /dev/null. >> You could write scrips for this as well. Above is just an easy way >> without having to write anything. We let RT do its magic, but then just >> trash the emails. >> >> Matt >> >> On Mon, Mar 2, 2009 at 4:04 PM, Aaron Guise wrote: >> >>> Hi, >>> >>> Presently we have several servers which send a notification email to our >>> RT instance. I just wondered does anyone no of a way that we can prevent >>> auto-replies and resolved emails going to these email addresses. The reason >>> being is it is just servern...@ourdomain.co.nz which is not setup as a >>> mailbox and causes sendmail of course to log it's inability to send it and >>> bounced mail recorded in our exchange server. Can we do this? >>> -- >>> Regards >>> >>> Aaron >>> >>> ___ >>> 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 >>> >> >> > ___ 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
Re: [rt-users] Stop emails being sent for certain email addresses
We have a similar situation. We just changed the from address to be nore...@rt.domain.com. We then create an alias for noreply and send it to /dev/null. You could write scrips for this as well. Above is just an easy way without having to write anything. We let RT do its magic, but then just trash the emails. Matt On Mon, Mar 2, 2009 at 4:04 PM, Aaron Guise wrote: > Hi, > > Presently we have several servers which send a notification email to our RT > instance. I just wondered does anyone no of a way that we can prevent > auto-replies and resolved emails going to these email addresses. The reason > being is it is just servern...@ourdomain.co.nz which is not setup as a > mailbox and causes sendmail of course to log it's inability to send it and > bounced mail recorded in our exchange server. Can we do this? > -- > Regards > > Aaron > > ___ > 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 > ___ 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
Re: [rt-users] Including RTFM articles in RT replies when WYSIWYG editor enabled
I second that. Are you seeing these problems coming from a custom field of type text or wiki format? Matt On Wed, Nov 26, 2008 at 3:23 AM, Alex Young <[EMAIL PROTECTED]>wrote: > I have a slight problem including RTFM articles in a ticket reply when > WYSIWYG editor is enabled. > > > > Everything looks like and it adds the text to the reply, but when it sends > it truncates the text, sends a partial email and records the corrupt > message. There are also spaces inserted midway into words in the reply. > > > > It does this consistently every time, so if the same RTFM article is > included it puts the spaces in the same place and truncates the end of the > message at the same place too. > > > > If the WYSIWYG editor is disabled, then it includes the text verbatim and > doesn't truncate the message. > > > > This is version RT 3.8.1 and RTFM 2.4.0. > > ___ > 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 > ___ 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
[rt-users] Remove starts date
I know this sounds silly - but how do I remove a date? We are going to be using the starts field as a next action field, so we need the ability to remove a date after it has been set. Thanks Matt ___ 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
Re: [rt-users] Notify Owner on Steal
I think this is what you are looking for... http://wiki.bestpractical.com/view/NotifyOwner Matt On Mon, Nov 3, 2008 at 11:13 AM, Chris Nelson <[EMAIL PROTECTED]> wrote: > Right. I know about the permission. > > My concern is on notifying the current owner that the ticket has been > stolen. Is there a way to send a message to the existing owner? > > > On Mon, Nov 3, 2008 at 1:45 PM, Matt Hoover <[EMAIL PROTECTED]>wrote: > >> Chris- >> >> You will need to enable "StealTicket" right on the proper Q. You can >> assign those permissions to users/groups or to a role. This is done under >> the configuration/Queues section. >> >> Matt >> >> On Mon, Nov 3, 2008 at 6:27 AM, Chris Nelson <[EMAIL PROTECTED]> wrote: >> >>> Is there a way to notify the owner of a ticket when it's stolen? >>> >>> We are a small shop and only a few of us have access to RT. When one of >>> us needs a ticket from another's queue - the fastest way to do it is to just >>> click "steal" - is there a better way to do this process? (BTW, for everyone >>> that's not an admin they get a message that says "you can only take tickets >>> that are unowned" when they try to just change the owner through Basics...). >>> >>> -Chris >>> >>> ___ >>> 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 >>> >> >> > ___ 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
[rt-users] Multiple Approval Steps
Hello Everyone.
I have been working on setting up the approval system to run through a
series of approvals. I have gotten the approvals to work, but it
sends all 3 of my approvals at once. I want to have them depend on
the prior approval. Do I need to create seperate approval q's to make
this happen?
I am trying to create an approval structure that is dependent on a
prior approval like this:
1. Team lead should get email when ticket is created.
2. Team Lead approves ticket.
3. New approval is created for manager - and manager is notified for approval
4. Manager approves
5. CAB gets approval notification
6. CAB approves and the ticket is then sent to work queue.
I have the following template in my incoming Q.
===Create-Ticket: changeApprovalTL
Subject: Change Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Queue: ___Approvals
Type: approval
Owner: dstl
Content: Someone has requested a change. Please review and approve to
send for management approval.
ENDOFCONTENT
===Create-Ticket: changeApprovalMG
Subject: Change Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Depends-On: changeApprovalTL
Queue: ___Approvals
Type: approval
Owner: dsmgr
Content: Someone has requested a change. Please review and approve to
send for CAB approval.
ENDOFCONTENT
===Create-Ticket: changeApprovalCAB
Subject: Change Approval for {$Tickets{'TOP'}->Subject}
Depended-On-By: TOP
Depends-On: changeApprovalMG
Queue: ___Approvals
Type: approval
Owner: cab
Content: Change Request is ready for CAB approval.
ENDOFCONTENT
Can someone help me understand how I need to setup RT to make this
happen with the least amount of steps?
Thanks
Matt
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