Re: [rt-users] Explain LoopToRTOwner.
If RT detects mail that might cause a mail loop, it sends it to the RT administrator instead... I think. -Mike H Manohar Rayker wrote: Hi, Could anybody explain what this means. $LoopsToRTOwner http://wiki.bestpractical.com/view/LoopsToRTOwner If $LoopsToRTOwner is defined, RT will send mail that it believes might be a loop to $OwnerEmail I am not able to follow the scenario and its use. Thanks Manohar Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] merge users(?)
There is a scrip that can do this: http://wiki.bestpractical.com/view/AddRequestor You create a custom user field called othermail and populate it with the people you want to get the email. All, the other IBMers will be added as requestors whenever one of them requests. We've done this for some supervisors who want to keep an eye on all calls made by their staff. -Mike who else wrote: Hi, i am wondering whether the extension merge users will do what i need it to do... :-) Let's say, i have 15 users which are from ibm.com, and i want them to share the bugs they are going to submit, so each of them knows, which bugs have already submitted, so they do not send them in twice or more. Will this be the solution for this or is there another solution? I didn't catch the idea of canonicalize email either, the posts i found here are more like that the domainpart of the emailaddress is different, not the user. So any insight will be truly appreciated. I assume, this is something, some of you might have already solved, i hope ... Thanks for sharing w_e RT 3.8.2, RTFM 2.4.1 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT WYSIWYG issue
I've seen this with one of my users as well. I always assumed there was something messed up with his browser, now I understand what was happening. -Mike Potla, Ashish Bassaliel wrote: Jesse - Thanks for the reply - I did some debug logging but I do not see anything that is not too obvious - But I did find out something. My findings : Say I want to update the ticket with I am going to be late today. It has as many as 6 spaces. You navigate to the WYSIWYG window by pressing tab repeatedly. Now your cursor is ready and blinking and you THINK you are ready to type in the WYSIWYG (on MS Explorer-7 on XP) . But the problem is you pressed tab one time too many and the actual focus is on Update button. The focus goes to the Update Ticket button BUT the cursor is still blinking n the WYSIWYG editor giving user the impression that the focus is on the message input window. At this point if I type in my message which has 6 spaces, quickly enough.. Each space-bar hit is actually a click on the Update Button and the update functionality is carried out. Because my typing is faster than the time it takes to reload the page the 6 space bar hits makes those many updations to the ticket. The updations are as follows : I I am I am going I am going to I am going to be I am going to be late I am going to be late today. (This is when I consciously click the Update button) So all in all I see 7 modifications to the ticket :( Your thoughts. -Ashish From: Jesse Vincent [je...@bestpractical.com] Sent: Monday, April 05, 2010 11:49 PM To: Potla, Ashish Bassaliel Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT WYSIWYG issue On Sun, Apr 04, 2010 at 08:26:16PM -0700, Potla, Ashish Bassaliel wrote: Hi We are seeing some issue when commenting for a ticket in RT system. If we use 'tab' key, it send multiple emails (in this case we got almost 30 emails) for the ticket's response to all the members. (We are glad, the user didn't used more than 30 words to close this ticket:)) That seems...somewhat impossible. Can you set RT's log level to debug and capture the log while you do this? (Also, please don't CC rt-users at two different domains. you'll end up creating duplicate messages) Is there a fix for this from anyone? Thanks in Advance, -Ashish Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] User prompted for authentication when opening new tabs
Does anyone know of a browser setting that could explain why one user is prompted to authenticate for new tabs within the RT system? This does not happen every time, but enough to be annoying. RT is set to expire sessions after 8 hours. -Mike Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] User prompted for authentication when opening new tabs
Yeah, I left that out intentionally becase I can't confirm it's not happening in multiple browsers. He's one of those people who say it happens everytime, even though when he tries to show you it only he has to do it a dozen times before it manifests. He claims it's happening in both firefox and IE, but I've only seen it happen in IE 7. I'll check if he's using incognito or inprivate or whatever, though. He just might be. Thanks, Mike Sent from my iPhone On Apr 5, 2010, at 6:08 PM, Stuart Browne stuart.bro...@ausregistry.com.au wrote: -Original Message- From: Michael Ellis Does anyone know of a browser setting that could explain why one user is prompted to authenticate for new tabs within the RT system? This does not happen every time, but enough to be annoying. RT is set to expire sessions after 8 hours. It'd help to know what browser. Off the top of my head though, I'd say a browser running in private / hidden mode could possibly do this. Stuart Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Spreadsheet download
I found this old thread discussing the format of the spreadsheet download: http://www.gossamer-threads.com/lists/rt/users/58799#58799 Where Jesse says: Nope. TSV is a perfectly servicable spreadsheet format. (Though we mark it as an excel file, so the right thing happens when end-users click on it) Now, I've noticed some strange behavior with this. In IE8, the downloaded file is a .xls, in Chrome the file is a .tsv.xls, and in Firefox it downloads as a .tsv. Questions: 1) How is this extension change happening, and how can I modify it? 2) Is this a bug and should I report it as such? 3) Shouldn't the downloaded file's extension match what it actually is, and not try to help the OS know what it should open in? Excel throws an (easily skipped) error up when trying to open the .xls files anyway, complaining that it's not in the format it claims to be. -Mike Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.7 and Ldap
Have them login so their profile is created then grant them rights in RT. Mike Sent from my iPhone On Apr 1, 2010, at 8:27 PM, Rob Taylor r...@wi.mit.edu wrote: Hi All. I have been searching the message boards about configuring RT to work with LDAP. I'm using the RT-Authen-ExternalAuth module. I have that part working. Users can login, create tickets, and see their own open tickets. Now I want to setup users to work the tickets, i.e. the help desk people. How do I designate certain ldap users as being privileged users in RT? I can't seem to find a way to do so. If I try to create any local users, it doesn't seem to work. It complains that it could not set the info. If I try to create a user that has the same name as an ldap user it complains about that as well, saying name in use. It seems like it is hitting ldap for everything now, except for the root user. That's fine with me, I'm just not sure how to setup help desk people. Anyone else have this problem? If someone could steer me in the right direction, I would really appreciate it. Thanks. rgt Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.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] Help with RT 3.8.7 and AT 1.2.4b
Hi Simon, I don't have an answer for your issue, but I was wondering if you saw an issue I saw when I upgraded my dev box. Going from 3.8.4 with 1.2.4b to 3.8.7, the headers broke in my asset search results. Only the Name header is still displayed. Do you see this behavior as well? It might be some peculiarity with my system. -Mike Ellis Simon Dray wrote: Hi, I am in the midst of upgrading my dev system and have a hit the following issue when trying to assign permissions via *Modify people related to type “Asset name”* * * I get the following message in /var/log/messages Mar 31 13:35:48 x RT: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) Mar 31 13:36:22 x RT: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) And in /var/log/httpd/error_log [Wed Mar 31 12:38:10 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) [Wed Mar 31 12:39:04 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) [Wed Mar 31 12:43:42 2010] [error]: Invalid right. Couldn't canonicalize right 'ModifyTypeWatchers' (/opt/rt3/bin/../lib/RT/Principal_Overlay.pm:299) I am logged into RT as root to work on this Any help would be appreciated RT 3.8.7 AT 1.2.4b1 Regards Simon Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Cost sharing contracting BPS to add a function to link to AT assets from ticket creation UI.
I've got a quote from BPS on adding functionality to RT such that from the ticket creation UI one could link to the requestor's Asset Tracker assets. I'm wondering if there are other Asset Tracker users out there that could use this functionality and would be interested in cost sharing? Mike Ellis University of Manitoba Libraries Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Filling in custom fields from LDAP
There's actually an example of how to do just this in the book.
Here's mine:
my $email = ($self-TicketObj-RequestorAddresses)[0];
my $ldap = Net::LDAP-new( 'ldap.somewhere.com' );
$ldap-bind;
my $msg = $ldap-search( base = 'o=XX,c=YY',
filter = (mail=$email),
);
my $entry = $msg-entry(0);
my $phone= $entry-get_value('telephoneNumber');
my $cf = RT::CustomField-new( $RT::SystemUser );
$cf-LoadByName( Name = 'RequestorPhone' );
$self-TicketObj-AddCustomFieldValue( Field = $cf, Value =
$phone, RecordTransaction = 0);
return 1;
-Mike
Mike Peachey wrote:
Jeff Blaine wrote:
I'm looking to fill in custom fields with data retrieved
from an LDAP server.
That is, someone with permission to modify an existing
ticket will enter some data into a custom field, then
save the modification. At save time, the code will
use that custom field to populate another custom field
with LDAP query results.
Would this best be done as a plugin? A Scrip? Other?
You will need a scrip to do it. I'm not aware of any plugin currently
available that could do it for you.
The basics of the scrip shouldn't be too hard, but you're going to need
to set up an LDAP connection, do a valid search, parse the results save
the results etc. There is LDAP code for RT in the ExternalAuth plugin
that may be useful for copying and pasting, but I don't envy you your task.
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[rt-users] Requestor not notified on ticket rejection
Hi, I'm having a problem where requestors are not being notified when their request is rejected. Is this normal RT behavior? -Mike ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Asset Tracker Documentation
Name is the name of the asset, not the user who's assets they are. You can either use a custom field for the asset's user, or do what we did which is uses the Owner field for the user. -Mike Ellis Christian Cuvelier wrote: Hi Todd, thanks a lot for your answer. I need a documentation about the settings and the possibilities to change AssetTracker to fit my needs. I tested some things with AssetTypes and found out that it is not possible to generate two entrys with the same name. So i want to have not only one customer use this system, it´s not really good if one customer can see the software/hardware of the other one when i use one AssetType for Software / Hardware Parts. Next i search for the possibility to set own statuses and so on and so on. Do you have sth for me that can explain that ? Christian Todd Chapman t...@chaka.net hat am 9. März 2010 um 23:10 geschrieben: Christian, What kind of information are you looking for? -Todd On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier christian.cuvel...@attmes.com wrote: Hi everybody, is there anybody out there who has a documentation for AssetTracker 1.2.4b1 ? I think i need some advise to realize which possiblities AssetTracker offers. Thanks a lot Christian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Asset Tracker Documentation
Well, We only have the one company, so I can't really speak to that. I do set up Library Units and Locations custom fields to track which unit has the asset and where it's located. You shouldn't have to make software, workstation, monitor, printer, etc. for each company. You just make the types. And the a company custom field. If you want to search for software at company1 then you make type = 'software' and Company = 'Company1' your query. Think tags, not folders. -Mike Christian Cuvelier wrote: Hi Michael, So it´s necessary to make a really deep structure , right ? Like this : Clients Company 1Clients Company 2 Software / Parts for all Company´s (Office etc.) Software / Parts only for Company1 Software/Parts onlys for Company2 (Specials) (Specials) . . . . . . So maybe, if i want to split Software and Hardware in own Asset Types it´s necessary to set up 3 - 4 or more Types for one company ??!! Christian Michael Ellis michael_el...@umanitoba.ca hat am 11. März 2010 um 21:49 geschrieben: Name is the name of the asset, not the user who's assets they are. You can either use a custom field for the asset's user, or do what we did which is uses the Owner field for the user. -Mike Ellis Christian Cuvelier wrote: Hi Todd, thanks a lot for your answer. I need a documentation about the settings and the possibilities to change AssetTracker to fit my needs. I tested some things with AssetTypes and found out that it is not possible to generate two entrys with the same name. So i want to have not only one customer use this system, it´s not really good if one customer can see the software/hardware of the other one when i use one AssetType for Software / Hardware Parts. Next i search for the possibility to set own statuses and so on and so on. Do you have sth for me that can explain that ? Christian Todd Chapman t...@chaka.net hat am 9. März 2010 um 23:10 geschrieben: Christian, What kind of information are you looking for? -Todd On Tue, Mar 9, 2010 at 4:54 PM, Christian Cuvelier christian.cuvel...@attmes.com wrote: Hi everybody, is there anybody out there who has a documentation for AssetTracker 1.2.4b1 ? I think i need some advise to realize which possiblities AssetTracker offers. Thanks a lot Christian ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 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 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth error
Hi Ben,
Barring things like the user not being authorized, or your base being
incorrect, try limiting your attr_map down to just the essentials. I got
errors trying to map things that I thought should work just fine. I can't
remember what error I got, but it wasn't descriptive and it caused a
complete failure of the process.
-Mike
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Ben
Sent: September-02-09 2:20 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] RT::Authen::ExternalAuth error
Hi, All,
I have errors with RT 3.6.5 and RT-Authen-ExternalAuth-0.05 on my centos
box.
following are error messages:
[Tue Sep 1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_DN_SYNTAX 34
(/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
[Tue Sep 1 23:39:32 2009] [critical]: RT::User::_GetBoundLdapObj Can't
bind: LDAP_INVALID_DN_SYNTAX 34
(/usr/local/lib/rt3/lib/RT/User_Vendor.pm:1056)
And my configuration:
Set( @Plugins, qw(RT::Authen::ExternalAuth) );
Set($ExternalAuthPriority, [ 'My_LDAP' ]);
Set($ExternalInfoPriority, [ 'My_LDAP' ]);
Set($ExternalServiceUsesSSLorTLS,0);
Set($AutoCreateNonExternalUsers,0);
Set($ExternalSettings, {
'My_LDAP' = {
'type'='ldap',
'auth'=1,
'info'= 1,
'server'= '
http://tldap01.smith.com/ tldap01.smith.com',
'user' = 'rt3',
'pass'=
'mypassword',
'base'= 'ou=people,dc=smith,dc=com',
'filter'= '(objectClass=person)',
'd_filter' =
'(userAccountControl:1.2.840.113556.1.4.803:=2)',
'tls'
= 0,
'net_ldap_args'
= [version = 3 ],
# 'group'
= 'GROUP_NAME',
# 'group_attr'
= 'GROUP_ATTR',
'attr_match_list'
= ['Name',
'EmailAddress',
'RealName',
'WorkPhone',
'Address2'
],
'attr_map'
= { 'Name' = 'sAMAccountName',
'EmailAddress' = 'mail',
'Organization' = 'physicalDeliveryOfficeName',
'RealName' = 'cn',
'ExternalAuthId' = 'sAMAccountName',
'Gecos' = 'sAMAccountName',
'WorkPhone' = 'telephoneNumber',
'Address1' = 'streetAddress',
'City' = 'l',
'State' = 'st',
'Zip' = 'postalCode',
'Country' = 'co'
}
}
}
Am I doing soething wrong?
Thanks, Please advise.
Regards,
Ben
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[rt-users] Asset Tracker: make some custom field global
Except for Name,Type, Description, and Status; everything else in Asset Tracker is a custom field. We need to make some fields global so that they are always presented in search results like the default four, and so that they are presented in the Query Builder without first having to select a type that has that custom field. Is there a way to do this built in? If not, do Todd or others have a suggestion for where to begin to add this functionality that I could approach our programmers with? Thanks, Mike ___ 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] Asset Tracker: make some custom field global
Thanks. I don't know how I missed that. Can you think of a way to edit the default format so that it includes a CF SerialNumber in every asset query result? I was looking in... /opt/rt3/share/html/AssetTracker/Search/Results.html and /opt/rt3/share/html/AssetTracker/Search/Build.html ... thinking that I might append $format with the what I need, but am not sure if this is the best way to go. -Mike -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: August-31-09 4:20 PM To: Michael Ellis Cc: rt Users Subject: Re: [rt-users] Asset Tracker: make some custom field global If I recall correctly, this is done the same way all other RT custom fields are made global. Admin - Global - Custom Fields. On Mon, Aug 31, 2009 at 5:03 PM, Michael Ellismichael_el...@umanitoba.ca wrote: Except for Name,Type, Description, and Status; everything else in Asset Tracker is a custom field. We need to make some fields global so that they are always presented in search results like the default four, and so that they are presented in the Query Builder without first having to select a type that has that custom field. Is there a way to do this built in? If not, do Todd or others have a suggestion for where to begin to add this functionality that I could approach our programmers with? Thanks, Mike ___ 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] Asset Tracker: make some custom field global
Oh and it's the first thing, too. I'm sorry for not noticing that. I forget than when you re-open something in vim it brings you to where you last were, NOT the top of the file. Apologies all, Mike -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: August-31-09 4:49 PM To: Michael Ellis Cc: rt Users Subject: Re: [rt-users] Asset Tracker: make some custom field global That's configurable in AT_Config.pm. On Mon, Aug 31, 2009 at 5:44 PM, Michael Ellismichael_el...@umanitoba.ca wrote: Thanks. I don't know how I missed that. Can you think of a way to edit the default format so that it includes a CF SerialNumber in every asset query result? I was looking in... /opt/rt3/share/html/AssetTracker/Search/Results.html and /opt/rt3/share/html/AssetTracker/Search/Build.html ... thinking that I might append $format with the what I need, but am not sure if this is the best way to go. -Mike -Original Message- From: Todd Chapman [mailto:t...@chaka.net] Sent: August-31-09 4:20 PM To: Michael Ellis Cc: rt Users Subject: Re: [rt-users] Asset Tracker: make some custom field global If I recall correctly, this is done the same way all other RT custom fields are made global. Admin - Global - Custom Fields. On Mon, Aug 31, 2009 at 5:03 PM, Michael Ellismichael_el...@umanitoba.ca wrote: Except for Name,Type, Description, and Status; everything else in Asset Tracker is a custom field. We need to make some fields global so that they are always presented in search results like the default four, and so that they are presented in the Query Builder without first having to select a type that has that custom field. Is there a way to do this built in? If not, do Todd or others have a suggestion for where to begin to add this functionality that I could approach our programmers with? Thanks, Mike ___ 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
[rt-users] Merging tickets and call statistics.
Our unit logs all calls to our helpdesk phone, whether the request itself is already in the system or not. Recently we had a user call and email multiple times about the same issue. I merged the tickets, but am now wondering if I've lost the stats for calling. If I look for tickets created in time period X, has it just decreased by the n-1, where n is the number of tickets I just merged? -Mike PS- If two trains are heading toward each other, one travelling at 55km/h the other at ___ 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] Merging tickets and call statistics.
Hmmm... I'll have to consider whether to use merge in the future. It's one thing for me to be able to pull that from the DB directly, but I think I'd have to come up with a way to allow the managers to get this info from the UI. Thanks for the info, Mike -Original Message- From: Jerrad Pierce [mailto:jpie...@cambridgeenergyalliance.org] Sent: August-24-09 2:46 PM To: Michael Ellis Cc: rt Users Subject: Re: [rt-users] Merging tickets and call statistics. merged the tickets, but am now wondering if I've lost the stats for calling. Yes, but in the UI only. The data is still in the database. The tickets table includes columns for ID and EffectiveID. When you merge Tickets the EffectiveID is set to match the destination. You can therefore still get statistics on individual instances; select count(ID) from Tickets group by requestor. Alternatively, you can look for merge transactions, or use the wiki OnMerge condition to do something. ___ 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] Asset Tracker API
I thought one day, someone might find this asset linking script useful. It
takes quoted, comma-separated Names and URI’s and links the URI as a component
of asset with Name.
It’s a butchered version of the asset import script mentioned earlier in the
thread written by Jean-Sebastien Morisset.
Input file should look like:
Name,URI
computer1,at://rt.someplace.com/asset/1234
computer2,at://rt.someplace.com/asset/4321
-Mike
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
our ($opt_h, $opt_d, $opt_c, $opt_f);
getopts('hcdf:');
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my %csv_map;
my $csv_col;
my $ln;
my $status;
my $msg;
if ($opt_h || !$opt_f) {
print syntax: $0 [-h] [-c] [-d] -f {csvfile}\n;
print \t-c: don’t use this it doesn’t do anything anymore\n;
print \t-d: don’t use this it doesn’t do anything anymore \n;
exit 0;
}
open(CSV, $opt_f) or die $!\n;
while (CSV) {
chomp;
$ln++;
my $lv = $_;
# fix empty fields without double-quotes
while (s/,(,+)/,$1/g) {};
# csv fields should be padded with double quotes,
# which allows the use of commas in field values.
s/^//; s/$//;
my @csv = split(/,/);
# the first line should be a header “Name”,”URI”
if ($ln == 1) {
if ($lv !~ /Name/ ||
$lv !~ /URI/) {
print error: need the Name and URI headers\n;
exit 1;
}
# remember the column number for each field name.
# this allows us to include only those columns we
# want in the csv, and in whatever order we want.
for (@csv) { $csv_map{$_} = $csv_col++; }
next;
}
if (!$csv[$csv_map{Name}]) {
print error: cannot load blank asset Name in $lv\n;
next;
}
print $csv[$csv_map{Name}].:\n;
print $csv[$csv_map{URI}].:\n;
# load the asset, and on failure, create the asset.
if (my $id = $at-Load($csv[$csv_map{Name}])) {
$at-AddLink(Type='ComponentOf',Base=$csv[$csv_map{URI}]);
}
}
-Original Message-
From: Michael Ellis [mailto:michael_el...@umanitoba.ca]
Sent: August-17-09 9:01 AM
To: 'Michael Ellis'
Cc: 'Todd Chapman'; 'rt Users'; jsmor...@mvlan.net; william_mo...@umanitoba.ca
Subject: RE: [rt-users] Asset Tracker API
All of a sudden this morning it's working. I can't explain, but am happy.
-Mike
-Original Message-
From: Michael Ellis [mailto:michael_el...@umanitoba.ca]
Sent: August-14-09 10:11 PM
To: Michael Ellis
Cc: Todd Chapman; rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
I should add that in the history for the asset in the ui it shows the
adding of the asset, but not in the links area.
Mike
Sent from my iPhone
On 2009-08-14, at 7:15 PM, Michael Ellis
michael_el...@umanitoba.ca wrote:
Tried, no change. The new links are showing up in tables but not in
the UI.
Is there any ACL for seeing links? Do links touch any other tables
somehow?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 4:17 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Might be a bug in AT. In your script change:
$at-AddLink(Type='HasComponent',Target= $URI);
to:
$at-AddLink(Type='HasComponent',Base= $URI);
All links of the type should be stored as ComponentOf.
On Fri, Aug 14, 2009 at 4:21 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
| 17 | at://rt.lib.umanitoba.ca/asset/3889 | at://
rt.lib.umanitoba.ca/asset/4189| HasComponent
| 0 | 0 | 1 | 2009-08-14 18:30:45
| 1 | 2009-08-14 18:30:45 |
| 18 | at://rt.lib.umanitoba.ca/asset/4189 | at://
rt.lib.umanitoba.ca/asset/3890| ComponentOf
| 0 | 0 |12 | 2009-08-14 18:36:10
| 12 | 2009-08-14 18:36:10 |
17 created by my script doesn't display in the UI, while 18 created
by root in the UI does. The only difference seems to be the
LastUpdatedBy and Creator fields.
Thinking that it might be a privileges issue, I even tried setting
the creator field manually after creating a link with the script:
| 16 | at://rt.lib.umanitoba.ca/asset/3889 | at://
rt.lib.umanitoba.ca/asset/2904| HasComponent
| 0 | 0 | 1 | 2009-08-14 18:20:28
| 12 | 2009-08-14 18:20:28 |
Here, in 16, the Creator was changed to 12 using a set command,
however it is still not visible in the UI.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 3:15 PM
Re: [rt-users] Asset Tracker API
All of a sudden this morning it's working. I can't explain, but am happy.
-Mike
-Original Message-
From: Michael Ellis [mailto:michael_el...@umanitoba.ca]
Sent: August-14-09 10:11 PM
To: Michael Ellis
Cc: Todd Chapman; rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
I should add that in the history for the asset in the ui it shows the
adding of the asset, but not in the links area.
Mike
Sent from my iPhone
On 2009-08-14, at 7:15 PM, Michael Ellis
michael_el...@umanitoba.ca wrote:
Tried, no change. The new links are showing up in tables but not in
the UI.
Is there any ACL for seeing links? Do links touch any other tables
somehow?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 4:17 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Might be a bug in AT. In your script change:
$at-AddLink(Type='HasComponent',Target= $URI);
to:
$at-AddLink(Type='HasComponent',Base= $URI);
All links of the type should be stored as ComponentOf.
On Fri, Aug 14, 2009 at 4:21 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
| 17 | at://rt.lib.umanitoba.ca/asset/3889 | at://
rt.lib.umanitoba.ca/asset/4189| HasComponent
| 0 | 0 | 1 | 2009-08-14 18:30:45
| 1 | 2009-08-14 18:30:45 |
| 18 | at://rt.lib.umanitoba.ca/asset/4189 | at://
rt.lib.umanitoba.ca/asset/3890| ComponentOf
| 0 | 0 |12 | 2009-08-14 18:36:10
| 12 | 2009-08-14 18:36:10 |
17 created by my script doesn't display in the UI, while 18 created
by root in the UI does. The only difference seems to be the
LastUpdatedBy and Creator fields.
Thinking that it might be a privileges issue, I even tried setting
the creator field manually after creating a link with the script:
| 16 | at://rt.lib.umanitoba.ca/asset/3889 | at://
rt.lib.umanitoba.ca/asset/2904| HasComponent
| 0 | 0 | 1 | 2009-08-14 18:20:28
| 12 | 2009-08-14 18:20:28 |
Here, in 16, the Creator was changed to 12 using a set command,
however it is still not visible in the UI.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 3:15 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
What do the DB entries look like for asset that do show up in the UI?
On Fri, Aug 14, 2009 at 4:11 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Yes, I should have mentioned that.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 2:56 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Not sure why. Do links created in the UI show up?
On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Ah Cool, thanks. I *really* appreciate the help. My manager's
confidence in AT is bolstered by the fact that the developer is
still answering questions.
I managed to make some headway before seeing your email, I've got
a script that can add the links and they are showing up in
rt3.Link in the DB. However, the links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 | at://
rt.lib.umanitoba.ca/asset/4189| HasComponent
| 0 | 0 | 1 | 2009-08-14 18:30:45
| 1 | 2009-08-14 18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a
privilege, but I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have
confused the issue by leaving some ambiguity in what I was
asking. I'm just dealing with one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk
software's DB into RTAT's DB.
-I have a table of linked assets from
Re: [rt-users] Asset Tracker API
Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in AT
is bolstered by the fact that the developer is still answering questions.
I managed to make some headway before seeing your email, I've got a script that
can add the links and they are showing up in rt3.Link in the DB. However, the
links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189| HasComponent | 0 |
0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14 18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a privilege, but
I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have confused the
issue by leaving some ambiguity in what I was asking. I'm just dealing with
one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB
into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info does
it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two
different RTAT systems?)
URI is the uri of the asset the link is created in/from?
Does the reverse link get created automatically, or should I repeat the
statement, reversing Target and URI and flip the linktype?
Thanks,
Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-12-09 3:46 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
My bad. If you want to link $at to $other_at:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
Try it and see.
On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Just to clarify, in...
$at-AddLink(Type='RefersTo',Target= $at-URI);
... Target is the URI of the RefersTo link, while the URI at the end of
the line becomes the corresponding ReferredToBy?
-Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I’m wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my ($id, $t, $msg) = $at-Create (
Name = $csv[$csv_map{Name}],
Status = $csv[$csv_map{Status}],
Type = $csv[$csv_map{Type}],
What file in AT contains the handlers for these so that I can just inspect
it to see what else it can do?
Thanks,
Mike
Re: [rt-users] Asset Tracker API
Yes, I should have mentioned that.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 2:56 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Not sure why. Do links created in the UI show up?
On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in
AT is bolstered by the fact that the developer is still answering questions.
I managed to make some headway before seeing your email, I've got a script
that can add the links and they are showing up in rt3.Link in the DB.
However, the links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189| HasComponent | 0 |
0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14
18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a privilege,
but I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have confused the
issue by leaving some ambiguity in what I was asking. I'm just dealing with
one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB
into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info
does it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two
different RTAT systems?)
URI is the uri of the asset the link is created in/from?
Does the reverse link get created automatically, or should I repeat the
statement, reversing Target and URI and flip the linktype?
Thanks,
Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-12-09 3:46 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
My bad. If you want to link $at to $other_at:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
Try it and see.
On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Just to clarify, in...
$at-AddLink(Type='RefersTo',Target= $at-URI);
... Target is the URI of the RefersTo link, while the URI at the end of
the line becomes the corresponding ReferredToBy?
-Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I’m wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my
Re: [rt-users] Asset Tracker API
| 17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189| HasComponent | 0 |
0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14 18:30:45 |
| 18 | at://rt.lib.umanitoba.ca/asset/4189 |
at://rt.lib.umanitoba.ca/asset/3890| ComponentOf | 0 |
0 |12 | 2009-08-14 18:36:10 | 12 | 2009-08-14 18:36:10 |
17 created by my script doesn't display in the UI, while 18 created by root in
the UI does. The only difference seems to be the LastUpdatedBy and Creator
fields.
Thinking that it might be a privileges issue, I even tried setting the creator
field manually after creating a link with the script:
| 16 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/2904| HasComponent | 0 |
0 | 1 | 2009-08-14 18:20:28 | 12 | 2009-08-14 18:20:28 |
Here, in 16, the Creator was changed to 12 using a set command, however it is
still not visible in the UI.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 3:15 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
What do the DB entries look like for asset that do show up in the UI?
On Fri, Aug 14, 2009 at 4:11 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Yes, I should have mentioned that.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 2:56 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Not sure why. Do links created in the UI show up?
On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in
AT is bolstered by the fact that the developer is still answering questions.
I managed to make some headway before seeing your email, I've got a script
that can add the links and they are showing up in rt3.Link in the DB.
However, the links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189| HasComponent | 0
| 0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14
18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a privilege,
but I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have confused the
issue by leaving some ambiguity in what I was asking. I'm just dealing with
one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB
into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info
does it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two
different RTAT systems?)
URI is the uri of the asset the link is created in/from?
Does the reverse link get created automatically, or should I repeat the
statement, reversing Target and URI and flip the linktype?
Thanks,
Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-12-09 3:46 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
My bad. If you want to link $at to $other_at:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
Try it and see.
On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Just
Re: [rt-users] Asset Tracker API
Tried, no change. The new links are showing up in tables but not in the UI.
Is there any ACL for seeing links? Do links touch any other tables somehow?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 4:17 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Might be a bug in AT. In your script change:
$at-AddLink(Type='HasComponent',Target= $URI);
to:
$at-AddLink(Type='HasComponent',Base= $URI);
All links of the type should be stored as ComponentOf.
On Fri, Aug 14, 2009 at 4:21 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
| 17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189| HasComponent | 0 |
0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14
18:30:45 |
| 18 | at://rt.lib.umanitoba.ca/asset/4189 |
at://rt.lib.umanitoba.ca/asset/3890| ComponentOf | 0 |
0 |12 | 2009-08-14 18:36:10 | 12 | 2009-08-14
18:36:10 |
17 created by my script doesn't display in the UI, while 18 created by root
in the UI does. The only difference seems to be the LastUpdatedBy and Creator
fields.
Thinking that it might be a privileges issue, I even tried setting the
creator field manually after creating a link with the script:
| 16 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/2904| HasComponent | 0 |
0 | 1 | 2009-08-14 18:20:28 | 12 | 2009-08-14
18:20:28 |
Here, in 16, the Creator was changed to 12 using a set command, however it is
still not visible in the UI.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 3:15 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
What do the DB entries look like for asset that do show up in the UI?
On Fri, Aug 14, 2009 at 4:11 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Yes, I should have mentioned that.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 2:56 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Not sure why. Do links created in the UI show up?
On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Ah Cool, thanks. I *really* appreciate the help. My manager's confidence in
AT is bolstered by the fact that the developer is still answering questions.
I managed to make some headway before seeing your email, I've got a script
that can add the links and they are showing up in rt3.Link in the DB.
However, the links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 |
at://rt.lib.umanitoba.ca/asset/4189| HasComponent | 0
| 0 | 1 | 2009-08-14 18:30:45 | 1 | 2009-08-14
18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a privilege,
but I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have confused the
issue by leaving some ambiguity in what I was asking. I'm just dealing
with one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB
into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info
does it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying
Re: [rt-users] Asset Tracker API
I should add that in the history for the asset in the ui it shows the
adding of the asset, but not in the links area.
Mike
Sent from my iPhone
On 2009-08-14, at 7:15 PM, Michael Ellis
michael_el...@umanitoba.ca wrote:
Tried, no change. The new links are showing up in tables but not in
the UI.
Is there any ACL for seeing links? Do links touch any other tables
somehow?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 4:17 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Might be a bug in AT. In your script change:
$at-AddLink(Type='HasComponent',Target= $URI);
to:
$at-AddLink(Type='HasComponent',Base= $URI);
All links of the type should be stored as ComponentOf.
On Fri, Aug 14, 2009 at 4:21 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
| 17 | at://rt.lib.umanitoba.ca/asset/3889 | at://
rt.lib.umanitoba.ca/asset/4189| HasComponent
| 0 | 0 | 1 | 2009-08-14 18:30:45
| 1 | 2009-08-14 18:30:45 |
| 18 | at://rt.lib.umanitoba.ca/asset/4189 | at://
rt.lib.umanitoba.ca/asset/3890| ComponentOf
| 0 | 0 |12 | 2009-08-14 18:36:10
| 12 | 2009-08-14 18:36:10 |
17 created by my script doesn't display in the UI, while 18 created
by root in the UI does. The only difference seems to be the
LastUpdatedBy and Creator fields.
Thinking that it might be a privileges issue, I even tried setting
the creator field manually after creating a link with the script:
| 16 | at://rt.lib.umanitoba.ca/asset/3889 | at://
rt.lib.umanitoba.ca/asset/2904| HasComponent
| 0 | 0 | 1 | 2009-08-14 18:20:28
| 12 | 2009-08-14 18:20:28 |
Here, in 16, the Creator was changed to 12 using a set command,
however it is still not visible in the UI.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 3:15 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
What do the DB entries look like for asset that do show up in the UI?
On Fri, Aug 14, 2009 at 4:11 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Yes, I should have mentioned that.
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 2:56 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
Not sure why. Do links created in the UI show up?
On Fri, Aug 14, 2009 at 3:26 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Ah Cool, thanks. I *really* appreciate the help. My manager's
confidence in AT is bolstered by the fact that the developer is
still answering questions.
I managed to make some headway before seeing your email, I've got
a script that can add the links and they are showing up in
rt3.Link in the DB. However, the links are not showing in the UI.
Here is my test script:
#!/usr/bin/perl
use lib qw(/opt/rt3/local/lib /opt/rt3/lib);
use RT;
use RTx::AssetTracker::Asset;
use Getopt::Std;
use strict;
RT::LoadConfig();
RT::Init();
my $at = RTx::AssetTracker::Asset-new(RT-SystemUser);
my $URI = 'at://rt.lib.umanitoba.ca/asset/4189';
if (my $id = $at-Load(labdaf01)){
$at-AddLink(Type='HasComponent',Target= $URI);
exit 0;}
else {die 'invalid asset';}
rt3.Links has a corresponding:
17 | at://rt.lib.umanitoba.ca/asset/3889 | at://
rt.lib.umanitoba.ca/asset/4189| HasComponent
| 0 | 0 | 1 | 2009-08-14 18:30:45
| 1 | 2009-08-14 18:30:45
Where 3389 is the URI for labdaf01
But the UI doesn't show the link. I thought maybe I'm missing a
privilege, but I'm SuperUser in the UI. What am I missing?
-Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-14-09 1:09 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
After callin $at-new you have to call $at-Load. Once the asset is
loaded you can call AddLink. Links are bi-directional so you don't
have to add the reverse link.
On Thu, Aug 13, 2009 at 11:41 AM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Either I not understanding something or I think I might have
confused the issue by leaving some ambiguity in what I was
asking. I'm just dealing with one DB now. Here's the situation:
-I have imported the assets themselves from our old helpdesk
software's DB into RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new
RTAT. I can massage the input data as needed to have it in
Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this: $at-
AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx
Re: [rt-users] Asset Tracker API
Either I not understanding something or I think I might have confused the issue
by leaving some ambiguity in what I was asking. I'm just dealing with one DB
now. Here's the situation:
-I have imported the assets themselves from our old helpdesk software's DB into
RTAT's DB.
-I have a table of linked assets from the old system.
-I want to use this table as input to create links in the new RTAT. I can
massage the input data as needed to have it in Name, URI, or whatever.
I'm a perl newbie so I want to make sure I understand this:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
$at = RTx::AssetTracker::Asset-new(RT-SystemUser)
AddLink is presumably a function in AssetTracker
RefersTo is the type of link
Target is the asset to create the ReferTo link to? And what kind of info does
it want here (Name, URI, ?)?
$other_at = ??? (or did I make you think I was trying to link between two
different RTAT systems?)
URI is the uri of the asset the link is created in/from?
Does the reverse link get created automatically, or should I repeat the
statement, reversing Target and URI and flip the linktype?
Thanks,
Mike
-Original Message-
From: Todd Chapman [mailto:t...@chaka.net]
Sent: August-12-09 3:46 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
My bad. If you want to link $at to $other_at:
$at-AddLink(Type='RefersTo',Target= $other_at-URI);
Try it and see.
On Wed, Aug 12, 2009 at 4:38 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
Just to clarify, in...
$at-AddLink(Type='RefersTo',Target= $at-URI);
... Target is the URI of the RefersTo link, while the URI at the end of the
line becomes the corresponding ReferredToBy?
-Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I’m wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my ($id, $t, $msg) = $at-Create (
Name = $csv[$csv_map{Name}],
Status = $csv[$csv_map{Status}],
Type = $csv[$csv_map{Type}],
What file in AT contains the handlers for these so that I can just inspect
it to see what else it can do?
Thanks,
Mike
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Buy a copy at http://rtbook.bestpractical.com
[rt-users] Asset Tracker API
(I'm sorry, I'm not sure if this is the right forum for this, If it isn't
I'd love to know what is.)
I've set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I'm wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my ($id, $t, $msg) = $at-Create (
Name = $csv[$csv_map{Name}],
Status = $csv[$csv_map{Status}],
Type = $csv[$csv_map{Type}],
What file in AT contains the handlers for these so that I can just inspect
it to see what else it can do?
Thanks,
Mike
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Re: [rt-users] Asset Tracker API
Just to clarify, in...
$at-AddLink(Type='RefersTo',Target= $at-URI);
... Target is the URI of the RefersTo link, while the URI at the end of the
line becomes the corresponding ReferredToBy?
-Mike
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Todd Chapman
Sent: August-12-09 12:04 PM
To: Michael Ellis
Cc: rt Users; jsmor...@mvlan.net
Subject: Re: [rt-users] Asset Tracker API
It should be similar to adding links to tickets.
Ticket example: $TicketObj-AddLink(Type='RefersTo',Target=$ticket-id);
So asset would be: $at-AddLink(Type='RefersTo',Target= $at-URI);
The default link types are:
RefersTo
ReferredToBy
RunsOn
IsRunning
DependsOn
DependedOnBy
ComponentOf
HasComponent
Components
Unlike RT, AT's link types are configurable. See AT_Config.pm.
On Wed, Aug 12, 2009 at 12:06 PM, Michael
Ellismichael_el...@umanitoba.ca wrote:
(I’m sorry, I’m not sure if this is the right forum for this, If it isn’t
I’d love to know what is.)
I’ve set up AT 1.2.4b1 with RT 3.8.4 and used a script written by
Jean-Sebastien Morisset to import my assets from our old DB. I now want to
recreated the links between assets.
I’m wondering if anyone could point me in the right direction for finding
what the set links equivalent to the set fields code below:
my ($id, $t, $msg) = $at-Create (
Name = $csv[$csv_map{Name}],
Status = $csv[$csv_map{Status}],
Type = $csv[$csv_map{Type}],
What file in AT contains the handlers for these so that I can just inspect
it to see what else it can do?
Thanks,
Mike
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] Notify on ticket creation
I think what you want is the default behaviour. Have you perhaps disabled the... http://rt.lib.umanitoba.ca/Admin/Global/Scrip.html?id=4Queue=0 4 http://rt.lib.umanitoba.ca/Admin/Global/Scrip.html?id=4Queue=0 On Create Notify AdminCcs with template Transaction On Create Notify AdminCcs ...scrip? -Mike From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Lander, Scott Sent: August-07-09 4:05 PM To: rt Users Subject: [rt-users] Notify on ticket creation Hello, We would like to have the queue admins notified on ticket creation. It seems they don't really sit there watching for tickets to come in, and would prefer that they be notified! Is there an way to make this happen? Thanks Scott This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ___ 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] Custom Scrip Failing (using example from RT Essentials) and User Details not accessible
Thanks Jerrad Ken, After I posted last night I came accross this idea, although, I was trying to work with /opt/rt3/local/html/Elements/ShowRequestor. I was lost on what code to add. I'll try the lines you suggested in your follow up email, Jerrad: $Ticket-Requestors-UserMembersObj-First-HomePhone(); $Ticket-Requestors-UserMembersObj-First-WorkPhone(); $Ticket-Requestors-UserMembersObj-First-MobilePhone(); Any idea why no one but root can view the modifyuser pages? I've given our helpdesk group AdminUsers right. Thanks so much, Mike -- From: Jerrad Pierce jpie...@cambridgeenergyalliance.org Sent: Thursday, August 06, 2009 11:49 AM To: Ken Crocker kfcroc...@lbl.gov Cc: Michael Ellis michael_el...@umanitoba.ca; RT-USERS RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Custom Scrip Failing (using example from RT Essentials) and User Details not accessible I strongly recommend storing this information in the requestor, and then pulling it from there, as Ken suggest. We use REST to create tickets, and create the requestor with such details before hand, but I've written a scrip to extract such information from a vCard, which could be of use: http://wiki.bestpractical.com/view/OnCreateSetUserDetails ___ 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] Custom Scrip Failing (using example from RT Essentials) and User Details not accessible
Ken, all, Thanks, I did mean the WebUI. SuperUser can see that page, no one else can. I thought it would be a privilege, too. The only seemingly relevant privilege I could find was AdminUser but granting it did not resolve the issue. The url for the malformed page is: http://rt.somewhere.com/Admin/Users/Modify.html?id=XYZ ..and the resultant page contains nothing but: Time to display: 0.007461 »|« RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC. -Mike -- From: Ken Crocker kfcroc...@lbl.gov Sent: Thursday, August 06, 2009 12:23 PM To: Michael Ellis michael_el...@umanitoba.ca Cc: Jerrad Pierce jpie...@cambridgeenergyalliance.org; RT-USERS RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Custom Scrip Failing (using example from RT Essentials) and User Details not accessible Mike, If your talking about looking at User info via WebUI, then I'd take a look at the privileges you've set up. As SuperUser (we have only allowed 2 in our system) I can pretty much do what I want as the Admin of our RT installation. Kenn LBNL On 8/6/2009 10:18 AM, Michael Ellis wrote: Thanks Jerrad Ken, After I posted last night I came accross this idea, although, I was trying to work with /opt/rt3/local/html/Elements/ShowRequestor. I was lost on what code to add. I'll try the lines you suggested in your follow up email, Jerrad: $Ticket-Requestors-UserMembersObj-First-HomePhone(); $Ticket-Requestors-UserMembersObj-First-WorkPhone(); $Ticket-Requestors-UserMembersObj-First-MobilePhone(); Any idea why no one but root can view the modifyuser pages? I've given our helpdesk group AdminUsers right. Thanks so much, Mike -- From: Jerrad Pierce jpie...@cambridgeenergyalliance.org Sent: Thursday, August 06, 2009 11:49 AM To: Ken Crocker kfcroc...@lbl.gov Cc: Michael Ellis michael_el...@umanitoba.ca; RT-USERS RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Custom Scrip Failing (using example from RT Essentials) and User Details not accessible I strongly recommend storing this information in the requestor, and then pulling it from there, as Ken suggest. We use REST to create tickets, and create the requestor with such details before hand, but I've written a scrip to extract such information from a vCard, which could be of use: http://wiki.bestpractical.com/view/OnCreateSetUserDetails ___ 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] Custom Scrip Failing (using example from RT Essentials)and User Details not accessible
Although there might be better ways of doing this, the reason this scrip wasn't
working is simply some wrongly placed quote marks in like 6. Fixed and it
works. That's what I get for trying to work at after midnight.
-Mike
From: Michael Ellis
Sent: Thursday, August 06, 2009 12:31 AM
To: RT-USERS
Subject: [rt-users] Custom Scrip Failing (using example from RT Essentials)and
User Details not accessible
One of the biggest complaints from my privileged users during our testing of RT
is that the requestor's phone number is not presented to them conveniently. We
currently handle the bulk of our support by phone, so some of them are standing
at my office door with torches and pitchforks.
To rectify this I am trying to implement the custom scrip found on page 81 of
the RT Essentials book, and customize it to pull up phone numbers instead of
departments.
The customized scrip is:
1my $email = ($self-TicketObj-RequestorAddresses)[0];
2
3 my $ldap = Net::LDAP-new( 'someserver.umanitoba.ca' );
4$ldap-bind;
5
6my $msg = $ldap-search( base = 'o=University of Manitoba,c=ca',
7filter = (mail=$email),
8 );
9
10my $entry = $msg-entry(0);
11
12my $phone= $entry-get_value('telephoneNumber');
13
14my $cf = RT::CustomField-new( $RT::SystemUser );
15$cf-LoadByName( Name = 'RequestorPhone' );
16
17$self-TicketObj-AddCustomFieldValue( Field = $cf, Value = $phone);
18
19return 1;
Changes from the original are
3 Server
6 Base
7 email - mail (what our non-standard ldap calls it)
12 $dept - $phone
15 my custom field
17 $dept - $phone
The custom field RequestorPhone is not being set, though. RT's debug log shows
the entry:
[error]: Scrip 16 Prepare failed: Can't call method get_value on an undefined
value at (eval 8643) line 12.
Could someone help me get this working, or share what they have done?
Secondly, I am having an issue that when my privileged users click on a
requestor in the people tab of a ticket, they are presented with:
Time to display: 0.009515
»|« RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC.
Root/Superuser is taken to the requestor's details.
So right now, my people have no way to obtain the requestor's phone number from
within RT. So what are they doing is falling back to our old helpdesk system
and in frustration entering the calls there. This is jeopardizing the
acceptance and adoption of RT as a replacement for our old system.
I'm sure that I've made one or two (or more) simple errors and wish I could
spend more time looking into this before going to the forum, but the
townspeople are at the castle gates.
TIA,
Mike
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Commercial support: sa...@bestpractical.com
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Buy a copy at http://rtbook.bestpractical.com___
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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[rt-users] Custom Scrip Failing (using example from RT Essentials) and User Details not accessible
One of the biggest complaints from my privileged users during our testing of RT
is that the requestor's phone number is not presented to them conveniently. We
currently handle the bulk of our support by phone, so some of them are standing
at my office door with torches and pitchforks.
To rectify this I am trying to implement the custom scrip found on page 81 of
the RT Essentials book, and customize it to pull up phone numbers instead of
departments.
The customized scrip is:
1my $email = ($self-TicketObj-RequestorAddresses)[0];
2
3 my $ldap = Net::LDAP-new( 'someserver.umanitoba.ca' );
4$ldap-bind;
5
6my $msg = $ldap-search( base = 'o=University of Manitoba,c=ca',
7filter = (mail=$email),
8 );
9
10my $entry = $msg-entry(0);
11
12my $phone= $entry-get_value('telephoneNumber');
13
14my $cf = RT::CustomField-new( $RT::SystemUser );
15$cf-LoadByName( Name = 'RequestorPhone' );
16
17$self-TicketObj-AddCustomFieldValue( Field = $cf, Value = $phone);
18
19return 1;
Changes from the original are
3 Server
6 Base
7 email - mail (what our non-standard ldap calls it)
12 $dept - $phone
15 my custom field
17 $dept - $phone
The custom field RequestorPhone is not being set, though. RT's debug log shows
the entry:
[error]: Scrip 16 Prepare failed: Can't call method get_value on an undefined
value at (eval 8643) line 12.
Could someone help me get this working, or share what they have done?
Secondly, I am having an issue that when my privileged users click on a
requestor in the people tab of a ticket, they are presented with:
Time to display: 0.009515
»|« RT 3.8.4 Copyright 1996-2009 Best Practical Solutions, LLC.
Root/Superuser is taken to the requestor's details.
So right now, my people have no way to obtain the requestor's phone number from
within RT. So what are they doing is falling back to our old helpdesk system
and in frustration entering the calls there. This is jeopardizing the
acceptance and adoption of RT as a replacement for our old system.
I'm sure that I've made one or two (or more) simple errors and wish I could
spend more time looking into this before going to the forum, but the
townspeople are at the castle gates.
TIA,
Mike___
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Re: [rt-users] Just finished installing now what
I've also found the O'Reilly book, RT::Essentials to be quite useful. http://www.amazon.com/RT-Essentials-Jesse-Vincent/dp/0596006683/ref=sr_1_1?ie=UTF8qid=1249394974sr=8-1 -Mike -- From: Anton Krall akr...@intruder.com.mx Sent: Monday, August 03, 2009 8:36 AM To: Jeremy Winder jwin...@logicalsi.com Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Just finished installing now what Nice pointers.. Thx Jeremy.. I figured out a lot of these myself the hard way... But seems Im still missing a few things that I found on your url... Thx! From: Jeremy Winder jwin...@logicalsi.com Organization: Logical Solutions, Inc. Date: Mon, 03 Aug 2009 08:31:19 -0400 To: Anton Krall akr...@intruder.com.mx Cc: RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Just finished installing now what On Sun, 2009-08-02 at 02:18 -0500, Anton Krall wrote: I just downloaded and installed RT and I got it working but I dont know how to start configuring it.. Besides what the web interface has about users and queues... It seems it needs to know more about email and for example, my domain.. The user web page still shows example.com I read the wiki and found some interesting articles but seems information is scattered. Is there a quick start guide that can help you configure RT to get you up and running faster and a step by step guide on which files to change and configure? Thank You! You can skip a lot of this. But the section it should like you are missing in the RT_SiteConfig.pm: http://www.debianadmin.com/howto-setup-request-tracker-36-on-debian-etch.html Here is a series of articles that cover how to install and setup RT the hard way but still has some good information. http://www.sun.com/bigadmin/features/articles/req_track_1.html Beyond that, google...lots of google. Hope this helps, Jeremy ___ 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
[rt-users] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?)
I am receiving a complaint from our generic helpdesk support personnel regarding the volume of email they receive as AdminCCs for the default queue. I would like to disable all AdminCC notification for this one queue, but leave it on for all others. I found an extension that adds this functionality ( http://page.mi.fu-berlin.de/pape/rt3screenshots/ ), but it's from 2004. I tried to apply it to a test snapshot, but got errors from the make install (which I thought I had in my clipboard and have now lost :S ). Does anyone know if it works with RT 3.8.4? If not, I know that I could set the stage for the three global Notify AdminCCs scrips to disabled and then create three new queue specific scrips for every other queue. The first half of that sentence is easy, the second seems like a huge job. I thought of two ways around this: 1. Change the condition for the three Notify AdminCCs global scrips to a custom condition and add a check for this queue to it. But I'm not yet clear on where to copy the rest of the code from. 2. Figure out how to modify the existing action code for Notify AdminCCs check for this queue and abort if true. But I'm not sure it advisable/possible to move some of the condition checking to an action. Method 1 seems more normal but method 2 seems like it might be less work, if it's possible. Advice is welcome; thanks, Mike ___ 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] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?)
Good question. I suppose I was on autopilot somewhat. This group is who is responsible for either resolving the tickets in the queue or triaging and assigning then to other queues. In my thinking I just equated that responsibility with being an AdminCC. I took your advice and will have them add a saved search for the queue to their RT at a glance, so that it's still front and centre for them. Thanks very much, Mike -- From: Jerrad Pierce jpie...@cambridgeenergyalliance.org Sent: Thursday, July 30, 2009 1:35 PM To: Michael Ellis michael_el...@umanitoba.ca Cc: RT-USERS RT-Users@lists.bestpractical.com Subject: Re: [rt-users] Turn off notify adminccs for one queue (does the HideGlobalScrips extension work in 3.8.4?) If you don't want them notified, why make them AdminCC's? Alternatively, jut make blank templates for that queue with the same name as the global templates the scrip(s) use, and no messages will be sent. -- Cambridge Energy Alliance: Save money. Save the planet. ___ 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] Attachment storage
I am considering attaching .wav files of the voicemail left on our helpdesk to rt tickets, but I'm worried about performance/stability if I start putting this amount of binary data in the system. I ran this thought by our local DB guy and he suggested that this might not be a problem if the database just contained pointers to files stored elsewhere. I looked at the rt3.Attachments and it looks like the content is actually stored in the DB itself, but I'm a DB newbie. So I suppose I have three questions: 1) Do I have it right that the attachments are stored in the DB itself? 2) If they are, could the DB handle, say, a thousand 200KB-2MB attachments per year (and if so for how long?)? 3) If they aren't, is there something else that might be a problem? Thanks for your help, Mike___ 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] Allow selfservice users to choose their own DUE DATE.
Thank you Kevin, this is probably what I need. I confess, I had not read this. I will sheepishly do so now. Tail between my legs, Mike -- From: Kevin Falcone falc...@bestpractical.com Sent: Friday, July 24, 2009 1:40 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Allow selfservice users to choose their own DUE DATE. On Thu, Jul 23, 2009 at 11:53:09AM -0500, Michael Ellis wrote: Thanks Kevin, I guess what I'm asking, is how do I modify the SelfService interface to expose the Due field? You've read the wiki pages about local customizations, right? http://wiki.bestpractical.com/view/CleanlyCustomizeRT -kevin On Thu, Jul 23, 2009 at 08:58:57AM -0500, Michael Ellis wrote: I'm still looking for a way to due this. Any suggestions? Either modify the SelfService interface to expose the Due field or create a custom field and in a Scrip set the Due Date. -kevin -Mike From: [1]Michael Ellis Sent: Monday, July 06, 2009 10:23 AM To: [2]RT-USERS Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. I've got a queue set up for equipment booking requests. I'd like for unprivileged users to be able to use the duedate field to specify the day they want the laptop/projector setup. I know I could add a custom field, but can I present the baked-in duedate to the unprivileged users at the self service page? If I have to use a custom field, is there a way to automagically use that to set the real duedate? Thanks very much, ___ 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] Allow selfservice users to choose their own DUE DATE.
I'm still looking for a way to due this. Any suggestions? -Mike From: Michael Ellis Sent: Monday, July 06, 2009 10:23 AM To: RT-USERS Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. I've got a queue set up for equipment booking requests. I'd like for unprivileged users to be able to use the duedate field to specify the day they want the laptop/projector setup. I know I could add a custom field, but can I present the baked-in duedate to the unprivileged users at the self service page? If I have to use a custom field, is there a way to automagically use that to set the real duedate? Thanks very much, Mike Ellis ___ 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] Allow selfservice users to choose their own DUE DATE.
Thanks Kevin, I guess what I'm asking, is how do I modify the SelfService interface to expose the Due field? Mike -- From: Kevin Falcone falc...@bestpractical.com Sent: Thursday, July 23, 2009 9:22 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Allow selfservice users to choose their own DUE DATE. On Thu, Jul 23, 2009 at 08:58:57AM -0500, Michael Ellis wrote: I'm still looking for a way to due this. Any suggestions? Either modify the SelfService interface to expose the Due field or create a custom field and in a Scrip set the Due Date. -kevin -Mike From: [1]Michael Ellis Sent: Monday, July 06, 2009 10:23 AM To: [2]RT-USERS Subject: [rt-users] Allow selfservice users to choose their own DUE DATE. I've got a queue set up for equipment booking requests. I'd like for unprivileged users to be able to use the duedate field to specify the day they want the laptop/projector setup. I know I could add a custom field, but can I present the baked-in duedate to the unprivileged users at the self service page? If I have to use a custom field, is there a way to automagically use that to set the real duedate? Thanks very much, Mike Ellis -- ___ 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 References Visible links 1. michael_el...@umanitoba.ca mailto:michael_el...@umanitoba.ca 2. RT-Users@lists.bestpractical.com mailto:RT-Users@lists.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 ___ 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] Is this English ? Notify Owner of their ticket has...
In recent times their has been used in English for gender neutrality. It's not considered completely proper, but it's very common. Mike Sent from my iPhone On 2009-07-16, at 4:31 AM, Michelle Konzack linux4miche...@tamay-dogan.net wrote: Hello Erwan, I am not native englisch speaker but... Am 2009-07-16 10:49:42, schrieb Erwan HAMON: #: etc/initialdata:356 etc/upgrade/3.8.2/content:85 msgid Notify Owner of their rejected ticket The mix up sungular with pluriel... = Notify Owner of his rejected ticket or is it: Notify Owners of their rejected tickets To clarify it, you need the context. #: etc/initialdata:369 etc/upgrade/3.8.2/content:98 msgid Notify Owner of their ticket has been approved and is ready to be acted on = Notify Owner that his ticket has been approved and is ready to be acted on or: Notify Owner if his ticket has been approved and is ready to be acted on #: lib/RT/Approval/Rule/Created.pm:57 lib/RT/Approval/Rule/ Passed.pm:55 msgid Notify Owner of their ticket has been approved by some or all approvers = Notify Owner that his ticket has been approved by some or all approvers Maybe: Notify Owner if his ticket has been approved by some or all approvers ... It seems that the original english version has to be proofread. Thanks, Greetings and nice Day/Evening Michelle Konzack Systemadministrator Tamay Dogan Network Debian GNU/Linux Consultant -- Linux-User #280138 with the Linux Counter, http://counter.li.org/ # Debian GNU/Linux Consultant # http://www.tamay-dogan.net/ Michelle Konzack http://www.can4linux.org/ c/o Vertriebsp. KabelBW http://www.flexray4linux.org/ Blumenstrasse 2 Jabber linux4miche...@jabber.ccc.de 77694 Kehl/Germany IRC #Debian (irc.icq.com) Tel. DE: +49 177 9351947 ICQ #328449886Tel. FR: +33 6 61925193 ___ 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
[rt-users] Allow selfservice users to choose their own DUE DATE.
I've got a queue set up for equipment booking requests. I'd like for unprivileged users to be able to use the duedate field to specify the day they want the laptop/projector setup. I know I could add a custom field, but can I present the baked-in duedate to the unprivileged users at the self service page? If I have to use a custom field, is there a way to automagically use that to set the real duedate? Thanks very much, Mike Ellis___ 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] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links, have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm
Ok, I've been beating my head on this one. I had RTFM up and working on a test
RT 3.8.2 server and then it just disappeared from the menu. I tried to figure
out why, but after spending an afternoon trying to figure it out I decided that
I wouldn't worry about it as I was going to be reinstalling from scratch for
the production system anyway.
So, now I have RT 3.8.4 working, and when I install RTFM 2.4.2 it completes
with no errors. I added Set(@Plugins,qw(RT::FM)); to my RT_Siteconfig.pm and
flushed the mason cache and restarted httpd. I log into RT, but RTFM isn't
there. RTFM isn't listed in the System Configuration.
I've got RT's debug log on, and there are no errors there (except for graphviz)
and there are no errors in apache's logs either.
I've searched the web and the mailing lists for this, but almost all of them
are due to the missing Set(@Plugins,qw(RT::FM)); or the install location not
being in /opt/rt3/local/plugins (which it is for my install). I'm stuck. Any
help would be appreciated.
Here is my RT_Siteconfig.pm:
# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
Set( $rtname, 'rt.example.com');
Set( $Organization, 'Helpdesk');
Set( $CorrespondAddress, 'r...@rt.example.com');
Set( $CommentAddress, 'rt-comme...@rt.example.com');
Set( $Timezone, 'America/Winnipeg');
Set( $LogToSyslog, undef);
Set( $LogToScreen, 'error');
Set( $LogToFile, 'debug');
Set( $LogDir, '/usr/local/rt3/var/log');
Set( $LogToFileNamed, 'rt.log');
# The Database
Set( $DatabaseType, 'mysql');
Set( $DatabaseUser, 'rt_user');
Set( $DatabasePassword, 's3kr3t');
Set( $DatabaseName, 'rt3');
# The Webserver
#Set( $WebPath, '/rt');
Set( $WebBaseURL, 'http://rt.example.com');
Set(@Plugins,qw(RT::FM));
Set( @Plugins, qw(RT::Authen::ExternalAuth));
Set( $ExternalAuthPriority, ['My_LDAP']);
Set( $ExternalInfoPriority, ['My_LDAP']);
Set( $ExternalSettings, {
'My_LDAP' = {
'type' = 'ldap',
'server' = 'netware.example.com',
'user' = 'cn=username,ou=local,o=ACME',
'pass' = 's3kr3t',
'base' = 'ou=Local,o=ACME',
'port' = '389',
'filter' = '(objectClass=Person)',
'd_filter' = '(loginDisabled=TRUE)',
# 'tls' = 1,
# 'ssl_version' = 3,
'attr_match_list' = [
'Name',
'EmailAddress',
],
'attr_map' = {
'Name' = 'uid',
'ExternalAuthId' = 'uid',
'RealName' = 'displayName',
'EmailAddress' = 'mail',
'WorkPhone' = 'telephoneNumber',
# 'Address1' = 'postalAddress',
'Gecos' = 'cn',
'NickName' = 'givenName',
'Address1' = 'postalAddress',
'Lang' = 'Language',
# 'ExtraInfo' = 'title'
},
}
}
);
1;
And here is my System Configuration:
Loaded perl modules
Perl v5.8.8 under linux
Apache2::Const v2.04;
Apache2::Log v2.04;
Apache2::RequestIO v2.04;
Apache2::RequestRec v2.04;
Apache2::RequestUtil v2.04;
Apache2::Response v2.04;
Apache2::ServerUtil v2.04;
Apache2::Status v4.00;
Apache::Session v1.88;
Apache::Session::Generate::MD5 v2.12;
Apache::Session::Lock::MySQL v1.01;
Apache::Session::MySQL v1.01;
Apache::Session::Serialize::Storable v1.01;
Apache::Session::Store::DBI v1.02;
Apache::Session::Store::MySQL v1.04;
APR v0.009000;
APR::Pool v0.009000;
APR::Table v0.009000;
AutoLoader v5.60;
base v2.07;
bytes v1.02;
Cache::Simple::TimedExpiry v0.27;
capitalization v0.03;
Carp v1.04;
CGI v3.43;
CGI::Cookie v1.29;
CGI::Util v1.5_01;
Class::Accessor v0.33;
Class::Accessor::Fast v0.33;
Class::Container v0.12;
Class::Data::Inheritable v0.08;
Class::Inspector v1.24;
Class::ISA v0.33;
Class::ReturnValue v0.55;
Clone v0.31;
constant v1.05;
Convert::ASN1 v0.22;
CSS::Squish v0.08;
Cwd v3.3;
Data::Dumper v2.124;
Date::Format v2.22;
Date::Parse v2.27;
DateTime v0.50;
DateTime::Locale v0.43;
DateTime::TimeZone v0.91;
DateTime::TimeZone::Floating v0.01;
DateTime::TimeZone::Local v0.01;
DateTime::TimeZone::OffsetOnly v0.02;
DateTime::TimeZone::UTC v0.01;
DBD::mysql v4.011;
DBI v1.609;
DBIx::SearchBuilder v1.55;
DBIx::SearchBuilder::Union v0;
DBIx::SearchBuilder::Unique v0.01;
Devel::StackTrace v1.21;
Devel::StackTraceFrame v1.21;
Devel::Symdump v2.08;
Digest::base v1.00;
Digest::MD5 v2.39;
DynaLoader v1.05;
Email::Address v1.889;
Encode v2.33;
Encode::Alias v2.12;
Encode::Config v2.05;
Encode::Encoding v2.05;
Errno v1.0901;
Exception::Class v1.29;
Exception::Class::Base v1.20;
Exporter v5.58;
Exporter::Heavy v5.58;
Fcntl v1.05;
File::Basename v2.74;
File::Glob v1.05;
File::Path v1.08;
File::ShareDir v1.00;
File::Spec v3.3;
File::Spec::Unix v3.3;
File::Temp v0.22;
FileHandle v2.01;
GD v2.43;
GD::Image v2.38;
HTML::Element v3.23;
Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks,have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm
Hi Kevin, Nope, All dependences have been found. Thanks, Mike From: Kevin Gagel Sent: Monday, July 06, 2009 3:36 PM To: RT Users Subject: Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks,have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm --- Original message --- Subject: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFM links,have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm From: Michael Ellis michael_el...@umanitoba.ca To: RT-USERS RT-Users@lists.bestpractical.com Date: 06/07/2009 1:33 PM Ok, I've been beating my head on this one. I had RTFM up and working on a test RT 3.8.2 server and then it just disappeared from the menu. I tried to figure out why, but after spending an afternoon trying to figure it out I decided that I wouldn't worry about it as I was going to be reinstalling from scratch for the production system anyway. So, now I have RT 3.8.4 working, and when I install RTFM 2.4.2 it completes with no errors. I added Set(@Plugins,qw(RT::FM)); to my RT_Siteconfig.pm and flushed the mason cache and restarted httpd. I log into RT, but RTFM isn't there. RTFM isn't listed in the System Configuration. I've got RT's debug log on, and there are no errors there (except for graphviz) and there are no errors in apache's logs either. I've searched the web and the mailing lists for this, but almost all of them are due to the missing Set(@Plugins,qw(RT::FM)); or the install location not being in /opt/rt3/local/plugins (which it is for my install). I'm stuck. Any help would be appreciated. Are there any errors reported from rt3/sbin/rt-test-dependencies? Kevin W. Gagel Network Administrator Local 5448 My blog: http://mail.cnc.bc.ca/blogs/gagel My shared files: http://mail.cnc.bc.ca/users/gagel ___ 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] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks, have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm
Yes, thank you, that did it! -Mike -- From: Kevin Falcone falc...@bestpractical.com Sent: Monday, July 06, 2009 3:45 PM To: RT Users RT-Users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.4 and RTFM 2.4.2 No errors, but no RTFMlinks, have added Set(@Plugins,qw(RT::FM)); to RT_Siteconfig.pm On Jul 6, 2009, at 4:33 PM, Michael Ellis wrote: Set(@Plugins,qw(RT::FM)); Set( @Plugins, qw(RT::Authen::ExternalAuth)); The second line here tells RT to ignore the first one, so you only actually have RT::Authen::ExternalAuth active (which is visible from System Configuration) You need to enable your plugins all at the same time Set(@Plugins, qw(RT::FM RT::Authen::ExternalAuth) ); -kevin ___ 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
[rt-users] RT-Authen-ExternalAuth-0.08 , privileged user if in group otherwise unprivileged
Hi, RT newbie here. I've got RT-Authen-ExternalAuth-0.08 set up and working against our eDirectory. What I'd like to do now, is have users created in RT as privileged if they are members of a specific group in the directory, and unprivileged if they exist but are not in the specific group. Is this possible? Mike Ellis___ 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
