Re: [rt-users] Email copies of replies to senders
> -Original Message- > Kevin Falcone > > On Jun 12, 2009, at 7:03 PM, Dominic Lepiane wrote: > > > When I took another look in the mailing list archives, I saw mention > > of this being added as a user setting / preference in an email from > > 2005. We couldn't find any such setting in 3.8.3, is this feature available > > somewhere? > > 3.8 allows users to completely disable mail from RT as a user > preference, or to receive daily digests of mail However, I have the same need and would love to hear if anyone has a solution. I have a few owners who work primarily via email on Blackberry and love getting the text of a request via email when it's assigned to them. However, if they happen to be in front of their computer and take a request, no email. So when they're back out in the field, they can't refer to the email as easily. Turning on/off NotifyActor at a user level or a scrip level would be fantastic. Turning on/off email completely even at the user level is much too broad a stroke for most scenarios. Is it possible that if you manually add the person as a CC in the scrip that RT will outsmart you and override that with NotifyActor being off? Thanks, Erik ___ 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] Editing Comments or Replies
> > Thanks so much! I just found out where to modify the subject and it worked > perfectly!!! :) > > In case someone is looking for the same answer in the future, ticket > "Subject:" can be modified after clicking on "The Basics" for that ticket. > The change is logged. You could also set up a custom field for summary which isn¹t tied to a particular transaction, but to an individual ticket. Then it could be modified much as Subject would be. Hope that¹s helpful Erik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Cleanly customize with images
So in upgrading to 3.8, I noticed that our logo disappeared. I knew that I had been following best practices (or at least trying to) by using my $RTHOME/local directory to change elements, etc. but the images seem to be stored and served out of share instead of local. I found two old threads: http://lists.bestpractical.com/pipermail/rt-users/2002-March/007465.html http://lists.bestpractical.com/pipermail/rt-users/2007-July/047160.html Both of which didn¹t have any responses, so I thought maybe I¹d try to see if anything has changed in the RT way to handle this. The wiki has a method to change your logo which works quite well: http://wiki.bestpractical.com/view/ChangeLogo But the first thing to do is to copy your image into share/html/NoAuth/images/ which seems to be contrary to CleanlyCustomizeRT practices. Is the best option to simply set a $LocalWebImagesURL configuration variable to use in the place of $WebImagesURL? To hard code it? To put images in share? Create a symlink between /share/html/NoAuth and /local/html/NoAuth? None of the above? Thanks for any ideas or your best practices. _Erik -- Erik Peterson Education Development Center, Inc. http://www.edc.org/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Lost "root" password...
The RT internal user passwords are stored in rt3.Users as MD5 encrypted
strings.
You can reset the root password by any MySQL tool (phpMyAdmin or
command-line, for example).
The mysql command might be:
update rt3.Users set password = md5('newpass') where Name = 'root';
Hope that helps...
Erik
> From: Jean-Sebastien Morisset <[EMAIL PROTECTED]>
> Date: Mon, 4 Aug 2008 17:31:56 +
> To: RT Users
> Subject: [rt-users] Lost "root" password...
>
> Hi everyone,
>
> We lost a sysadmin recently that took off with the 'root' password of a
> DEV RT install (using MySQL back-end). Is these a way to reset the
> 'root' password from the command line? I have 'root' at the OS level,
> but not the RT 'root'...
>
> Thanks,
> js.
> --
> Jean-Sebastien Morisset, Sr. UNIX Administrator <[EMAIL PROTECTED]>
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Re: [rt-users] Quicksearch - But not for Queues, for Users
> From: "Ham MI-ID, Torsten Brumm" <[EMAIL PROTECTED]> > Subject: [rt-users] Quicksearch - But not for Queues, for Users > > I'm looking for a way to create something similar like the quicksearch for > queues but for users in this case. I need as result an overview of all users > that can own a ticket in a queues and then a list like the quicksearch with > the number of tickets per user. > > Has anyone done this already or can point me to the correct direction to > start? Hi Torsten, I think I have worked out what you're looking for. I have created two Elements that I have in $RT_HOME/local/html/Elements 1. QuickSearch 2. OwnerSummary which serve to replace and expand the Quicksearch sidebar to include ticket owners and the number of tickets in each queue. The list of Queues is editable and it seems to work well to keep a fairly quick view of the status of tickets that are owned. These Elements work for me, but I haven't done any testing to see if they are really bulletproof for everyone. Feel free to use and adapt as you will. I believe the only site-specific piece in the code is that we have an extra status of "waiting" in our RT instance. You can get the files here: http://elementalmarkup.com/ramblings/rt-owner-summary _Erik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 0 tickets found when using custom fields
> From: Arkadiusz Jakubas <[EMAIL PROTECTED]>
> Date: Thu, 27 Mar 2008 11:47:24 +0100
> To: <[EMAIL PROTECTED]>
> Subject: [rt-users] 0 tickets found when using custom fields
> >
> I extracted sql query ( 'CF.{Approval}' LIKE '1. Pending' ) :
Hi,
I found yesterday, that I could solve a similar problem by making sure that
I used the ³is² and ³isn¹t² conditions instead of ³contains² and ³doesn¹t
contain² when using CustomFields that were chosen from dropdown select
options. I was searching for CF with {No Value}, so it may be different for
you. This changed:
(CF.{Center} LIKE 'NULL')
into
(CF.{Center} IS NULL)
and that seemed to return the correct tickets. Not exactly sure why, but
hopefully it can at least help get the problem solved.
I believe the number of NULL values in your return is because of the LEFT
JOIN not finding any matches in the ObjectCustomFields_1 and
ObjectCustomFields_2 (which also produces the COUNT being 0).
Hope that helps,
Erik
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Manager, Project Technology Services
Education Development Center, Inc.
http://main.edc.org
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Re: [rt-users] Parse subject to extract keywords?
> Is there any way that I could parse the subject line to look for specific > words, and based on those words, have a scrip change to a specific queue? Hi Laura, I have a scrip that does this. In the scrip, I have the following: Condition: On Create Action: User Defined Template: Global Template: Blank The "Custom action preparation code" is: return 0 unless ($self->TicketObj->Subject =~ /^new request/i); return 1; And the "custom action clean up code" is: $self->TicketObj->SetQueue( 'service' ); return 1; You just need to change your regex and set the right queue names. You can do multiple patterns that each set to a different queue as well. Hope that is helpful, Erik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Quick question about upgrading....
> From: Greg Evans <[EMAIL PROTECTED]> > Date: Thu, 20 Mar 2008 10:46:08 -0700 > Subject: [rt-users] Quick question about upgrading > > Was just thinking about upgrading from 3.6.5->3.6.6 > > Was just wondering what happens to the changes I have made to files for rt? > > For instance, I have made changes to: > > /opt/rt3/share/html/Ticket/Elements/ShowPeople > > Will I need to re-implement those changes or ?? Hi Greg, You'll have to redo them. RT has some nice hooks and a "local" folder for you to be able to modify core elements without actually editing those files. A good first step is to take a look at: http://wiki.bestpractical.com/view/CleanlyCustomizeRT Hope that helps, Erik -- Erik Peterson EDC ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] How to change the select owner drop-down?
On 1/18/07 2:33 PM, "Mario Gomide" <[EMAIL PROTECTED]> wrote: > Hi there!! > > I am a little new at RT, so I apologize if I skipped something... > > I´m using RT 3.6.1 on Debian with Postgres 8.1.5. > Everytime I create a ticket, I have to select the owner on the drop-down > by its username. > I wanted to know how to change this so I can select the owner by the > owner´s Name (as set in the user´s Real Name, or Nickname field). > Is this implemented already? You can copy share/html/Elements/SelectOwner to local/html/Elements and edit it. In rt-3.6.3, on line 57, is: ><%$User->Name()%> Which is where the display of the select is written out. You can change this to: ><%$User->RealName()%> See http://rt.bestpractical.com/view/CleanlyCustomizeRT for more info on how to cleanly customize RT. Hope that helps, Erik -- Erik Peterson Manager, Project Technology Services Education Development Center, Inc. http://main.edc.org/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Blank line in output affecting XML
On 1/5/07 9:59 AM, "Peterson, Erik" <[EMAIL PROTECTED]> wrote: > > Because no matter what I output, the declaration is starting on line 2 of > the output. Then I noticed that this happens on all pages, but HTML doesn't > care as much that the doctype declaration or html element are on the very > first line... However, XML does. If I save the file, kill the first line > and reload it, it's fine. After a bunch more searching, I found the problem (or at least a solution). http://lists.fsck.com/pipermail/rt-devel/2004-January/005362.html This thread mentions that the same problem cropped up when dealing with PNG output and that the solution was to clear the Mason buffer before using $m->out(); The line is just $m->clear_buffer(); Before outputting anything and all is right with the world. Don't know if anyone else can use this, but figured it would be nice to close the loop on this question. Thanks, Erik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Search Funtionality
On 1/5/07 1:54 PM, "Kyle Sharp" <[EMAIL PROTECTED]> wrote: > I have tried both the simple search and the advanced search. Under the > advanced search, I have selected "Content LIKE [Insert Word]" with the > results still returned zero. Maybe I have set something up incorrectly, but > I'm not sure. Hi Kyle, I am able to search the content of correspondence by using just the phrase you mention in the advanced search: "Content LIKE 'computer'". Also, you can simulate this in the simple search by using the modifier "fulltext:" If you type "fulltext:computer" (unquoted) into the simple search, it produces a TicketSQL of "( Content LIKE 'computer )". And both of these return tickets (quite a few of them, as a matter of fact). Maybe it's a permissions issue. Are you logged in as a "superuser"? Might try that to just see if it is a permissions issue. BTW, mine works using 3.6.3rc4 I can't speak to other versions... Looks like Fulltext was added back to simple search in 3.6.0, but that's all I could find about it. Hope that helps, Erik -- Erik Peterson Education Development Center, Inc. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Blank line in output affecting XML
I have seen this before, but can't trace where it's coming from and I
searched high and low. When I try to output an XML file (like
/Search/Results.rdf), I am getting an error:
>XML Parsing Error: xml declaration not at start of external entity
>Location: http://rtdev/Search/test.xml
>Line Number 2, Column 1:
>
>^
Because no matter what I output, the declaration is starting on line 2 of
the output. Then I noticed that this happens on all pages, but HTML doesn't
care as much that the doctype declaration or html element are on the very
first line... However, XML does. If I save the file, kill the first line
and reload it, it's fine.
I made the following completely simple file to output which has no RT calls
at all (except that it's in the RT root, so handled by webmux.pl and
RT::Mason). I stuck it in local/html/Search/test.xml and it returns the
above error.
#--begin code snippet --
<%INIT>
$r->content_type('application/xml');
print <
simple test
EOF
$m->abort();
#--end code snippet --
This must not be a problem for all since RSS has been around in RT for a
couple of versions, so I'm assuming that I have some module that is above
the "required" version, but is still causing this problem. Can anyone point
me to the right place to figure this out?
RT 3.6.3rc4
Perl 5.8.8
Mod_perl 2.0.2
HTML::Mason 1.3.5
(I can list others if anyone can tell me which ones to be looking at).
Thanks
Erik
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Re: [rt-users] Change Default Queue For "New Ticket In"
On 1/4/07 9:59 AM, "Zachary Fortna" <[EMAIL PROTECTED]> wrote: > I'd like to change the default Queue for new ticket creation from the first in > the list to that third queue in the list. I'm running RT 3.6.3. How would i > go about doing this. Hi Zachary, Here's an almost brute force method. You can copy the share/html/Elements/SelectQueue file to local/html/Elements/SelectQueue and change the line (line #95 in 3.6.3rc4) $Default => 0 To $Default => 8 (setting the number to the Queue ID of the one you want selected). Then clear var/mason_data/obj/ and restart your webserver. If you want to make this a "user-defined" option, that's a bit more involved from what I have found. You can start at: http://rt.bestpractical.com/view/SelectDefaultQueue It's not a perfect solution because the CustomField has to be maintained separately with a duplicate list of the available queues and that won't be filtered by which queues the user is allowed to see... Hope that helps, Erik Peterson ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Saved searches error even in 3.6.3rc2
Hi,
In testing 3.6.2, I noticed the saved searches error on the At A Glance
page, and upgrading to 3.6.3rc2 certainly seemed to fix this, but now I am
getting an error on the /Search/Build.html page in the Saved Searches
Element.
###
error: Can't locate object method "new" via package
"RT::SavedSearches" (perhaps you forgot to load "RT::SavedSearches"?) at
/usr/local/rt/share/html/Search/Elements/EditSearches line 84.
context:
...
80: Object=> $RT::System )) {
81: return;
82: }
83:
84: my @Objects =
RT::SavedSearches->new($session{CurrentUser})->_PrivacyObjects;
85: push @Objects, RT::System->new($session{'CurrentUser'})
86: if $session{'CurrentUser'}->HasRight( Object=> $RT::System,
87: Right => 'SuperUser');
88:
...
code stack: /usr/local/rt/share/html/Search/Elements/EditSearches:84
/usr/local/rt/share/html/Search/Build.html:100
/usr/local/rt/share/html/autohandler:292
###
This goes away when I roll back to 3.6.1 and I have tried 3.6.3rc2 without
/local customizations and it still occurs.
I do have RTx-Shredder and RT-OnlineDocs installed, but they don't seem to
have overlays for EditSearches
Thanks,
Erik
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Re: [rt-users] blew away /opt/rt3, saved the db. Now things "ain't right"
> etc. Note the "//NoAuth/css/print.css" Shouldn't that be something
> like "rt.mycompany.com/NoAuth/css/print.css"? I've got my $WebBaseURL
> and $WebPath set correctly ("http://rt.mycompany.com"; and "/",
> respectively), what else could be causing that?
Hi Lee,
You shouldn't need the server path in front since it is a "relative" URL.
My installations all have the same URL as you show above and they work fine.
The problem is probably that they aren't being interpreted correctly. Can
you access them directly? If you go to:
http://rt.mycompany.com/NoAuth/css/print.css
You should either see the CSS file as a text file or download, what you
don't want to see is something that starts with:
> %# BEGIN BPS TAGGED BLOCK {{{
> %#
> %# COPYRIGHT:
> %#
Also, if you're using Apache, check the config to make sure that you're not
using the default handler for all of /NoAuth, but rather just images:
>
> SetHandler default-handler
>
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Re: [rt-users] StaticFileHeaders missing
On 8/15/06 10:57 AM, "Peterson, Erik" <[EMAIL PROTECTED]> wrote: > Hi all, > > I did an upgrade from 3.6.0 to 3.6.1 and lost my CSS. When trying to view > the CSS file: > >> Undefined subroutine &RT::Interface::Web::StaticFileHeaders called at >> RT_ROOT/share/html/NoAuth/css/autohandler line 47. > Of course it turns out to have been my fault... While running 3.6.0, I had patched Web.pm and it was in local/lib, but that gave the wrong Web.pm for Mason to read. http://lists.fsck.com/pipermail/rt-devel/2006-June/008574.html Just had to patch the new (3.6.1) Web.pm and replace local/lib/RT/Interface/Web.pm Hope it might help someone else... -Erik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] StaticFileHeaders missing
Hi all, I did an upgrade from 3.6.0 to 3.6.1 and lost my CSS. When trying to view the CSS file: /NoAuth/css/3.5-default/main.css I get > Undefined subroutine &RT::Interface::Web::StaticFileHeaders called at > RT_ROOT/share/html/NoAuth/css/autohandler line 47. But the upgrade certainly put the new Web.pm and the new Web directory in RT_ROOT/lib/RT/Interface I have emptied the var/mason_data and restarted Apache, but it doesn't change anything. I was able to add: SetHandler default And that allows images to work, changing the Location to /NoAuth *does* seem to work, but then the whole "BPS TAGGED BLOCK" shows up in the source, so I'd like to figure out where I've got it "wrong". I have a very similar set up on another (dev) machine that upgraded without a problem. Any help would be appreciated. Erik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 10 Highest Priority Tickets I own link problems
On 8/14/06 5:48 PM, "Will Maier" <[EMAIL PROTECTED]> wrote: > On Mon, Aug 14, 2006 at 02:48:54PM -0600, Josh Barron wrote: >> All they see is plain text for the list >> of tickets. I have verified this behavior from my workstation for >> all of their accounts. > > We just spent half of today trying to hunt this bug down at our > site. It's not necessarily a bug, per se, but it sure is annoying. > I also spent a while with this one today... Thought it was me, but looks like it's something about modifying the System Saved Search. If you log in as superuser and edit the At-A-Glance "N newest unowned tickets" or "N highest priority tickets I own", you should be able to "edit the predefined search itself". I found the problem by choosing the "advanced" view of the query. It showed: '__id__/TITLE:#', '__Subject__/TITLE:Subject', Etc. In the second (Format) textarea... I was able to get the correct format by changing these to: '__id__/TITLE:#', '__Subject__/TITLE:Subject', And (this was the important part!) Apply the changes and then Click on the "Save" button for the "[_1] highest priority tickets I own" in the Saved Searches section of the page. Then anyone who hasn't modified their own At-A-Glance should show the correct information. It's a problem that once you've put the column linked to "Display" in the GUI Format area, you can't tell which of the columns are links and which aren't and what they're linked to... Not exactly a solution, but at least a little more information. Hope it helps, Erik Peterson ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT and LDAP authentication (Win2k AD)
I set up LDAP authentication against W2K3 AD and have both Web-first-time-login and email-first users autocreated. To the original posting: > but I can't log on with any AD passwords - I have to use the RT internal > passwords - any ideas? I wonder if the lines: > ### What auth methods do you like and in what order? > Set($AuthMethods, ['LDAP', 'Internal']); Are in the the etc/RT_SiteConfig.pm Sounds like the system is set to Internal first. The users are getting created, but then the system isn't letting you login. -Erik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] ReverseHistoryOrder
> Brian Kjelin Olsen wrote: >> Brian Kjelin Olsen <[EMAIL PROTECTED]> >> Hello >> >> Quote from the first answer: ³/RT-3.4.6 and 3.6.1 have global config >> option OldestTransactionFirst/² >> Turns out that the wiki had a spelling error... The global option is: OldestTransactionsFirst, with a plural Transactions... So if you put the following in your RT_SiteConfig.pm, you should be all set. Set($OldestTransactionsFirst, 0); Hope that helps, Erik Peterson P.s. I updated the wiki too... ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
