Re: [rt-users] RT WYSIWYG issue
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
Re: [rt-users] RT WYSIWYG issue
Notice that the focus at that point is both on the WYSIWYG editor and the update button. From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apo...@qualcomm.com] Sent: Tuesday, April 06, 2010 12:29 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT WYSIWYG issue 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] RT WYSIWYG issue
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:)) 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
[rt-users] FW: Delete User accounts through a perl script
Hi, Even on CLI : ./rt-shredder --plugin 'Objects=User,39236'
Is taking forever. It has been running for quite sometime till now.
-Ashish
From: Potla, Ashish Bassaliel
Sent: Tuesday, February 23, 2010 6:30 PM
To: rt-users@lists.bestpractical.com
Subject: Delete User accounts through a perl script
Hello I consistently keep getting this error : Couldn't wipeout object: at
/opt/prj/rt/rt3/local/lib/RTx/Shredder.pm line 427.
At the end of this mail is my subroutine -
If I change the Wipeout to WipeoutAll , it just takes on forever at that
statement.
Let me know if you have any other logic to delete user accounts from a perl
script.
Please Help,
Thanks
-Ashish
sub delete_user {
# Grab the user id
my $id = shift;
# Form an RT::User object string for the user
my $object_string = 'RT::User-' . $id;
# Create a single item array with the object string
my @users_to_delete = ($object_string);
# Create a shredder object and pass it the array
my $shredder = new RTx::Shredder( force = 1 );
$shredder-PutObjects( Objects = \...@users_to_delete );
# Shred the user
eval {
$shredder-Wipeout
};
if ( $@ ) {
return (-1, Failed to delete user with id '$id': $@);
}
return (1, User with id '$id' deleted successfully.\n);
}
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[rt-users] Delete User accounts through a perl script
Hello I consistently keep getting this error : Couldn't wipeout object: at
/opt/prj/rt/rt3/local/lib/RTx/Shredder.pm line 427.
At the end of this mail is my subroutine -
If I change the Wipeout to WipeoutAll , it just takes on forever at that
statement.
Let me know if you have any other logic to delete user accounts from a perl
script.
Please Help,
Thanks
-Ashish
sub delete_user {
# Grab the user id
my $id = shift;
# Form an RT::User object string for the user
my $object_string = 'RT::User-' . $id;
# Create a single item array with the object string
my @users_to_delete = ($object_string);
# Create a shredder object and pass it the array
my $shredder = new RTx::Shredder( force = 1 );
$shredder-PutObjects( Objects = \...@users_to_delete );
# Shred the user
eval {
$shredder-Wipeout
};
if ( $@ ) {
return (-1, Failed to delete user with id '$id': $@);
}
return (1, User with id '$id' deleted successfully.\n);
}
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Re: [rt-users] Spell Checker
Hello! Thank you for your comments. I will try this out asap. Regards, -Ashish From: Praveen Velu [praveen.v...@hotmail.com] Sent: Saturday, November 28, 2009 12:38 PM To: Potla, Ashish Bassaliel; rt-us...@bestpractical.com Subject: RE: [rt-users] Spell Checker Dear Ashish I have enabled spell checker in my server. you can follow the same steps 1. covert spellchecker.pl file to unix compatible then copy the file to Apache CGI directory 2. Configure fckconfig.js file to use spellerpages as spell checker in FCK Editor FCKConfig.SpellChecker = 'SpellerPages'; FCKConfig.SpellerPagesServerScript = '/cgi-bin/spellchecker.pl' ; // Available extension: .php .cfm .pl FCKConfig.FirefoxSpellChecker = true ; 3. Update spellchecker.pl as below my $spellercss = '/rt/NoAuth/RichText/FCKeditor/editor/dialog/fck_spellerpages/spellerpages/spellerStyle.css';my $wordWindowSrc = '/rt/NoAuth/RichText/FCKeditor/editor/dialog/fck_spellerpages/spellerpages/wordWindow.js';my $aspell_cmd = '/usr/bin/aspell'; Please try this now... -Praveen- From: c_apo...@qualcomm.com To: rt-us...@bestpractical.com Date: Wed, 25 Nov 2009 02:34:13 -0800 Subject: [rt-users] Spell Checker Hello, How does one enable RT Spell checker in RT 3.8.2? Thank you in advance, -Ashish Windows 7: Find the right PC for you. Learn more.http://windows.microsoft.com/shop ___ 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] Spell Checker
Hello, How does one enable RT Spell checker in RT 3.8.2? Thank you in advance, -Ashish ___ 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] Long Lines on ticket display page
Hello, Some bizarre things have been happening and would like to know if anyone has seen similar cases. 1. When a long line is in the message body, it runs off the screen. 2. Sometimes, long words, like path names are unnecessarily truncated and wrapped to the next line even though the end is not reached. 3. Inconsistent new lines get added to the message body(especially to indented previous messages) and keeps making the email longer and longer each time correspondence is added to it. Please help me out! Thank you, -Ashish ___ 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] FW: Problem with Ticket display page
I tried to send a screen shot but it was too big.. I will try to explain my problem: Inside the message body I keep seeing horizontal /vertical scroll bars. Why is this happening? Thank you, -Ashish From: Potla, Ashish Bassaliel Sent: Wednesday, November 25, 2009 2:57 AM To: 'rt-us...@bestpractical.com' Subject: Problem with Ticket display page Hello again, Please have a look at this below display page for a ticket. Notice the horizontal scroll bar appearing inside the ticket display? This happens for Firefox on Unix and Firefox and Safari on MacOS. Why is it displaying so? ___ 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] FW: FW: Problem with Ticket display page
I didnt edit that. Where do you actually set it? Thanks for your response. -Ashish From: Ken Crocker [kfcroc...@lbl.gov] Sent: Wednesday, November 25, 2009 10:30 PM To: Potla, Ashish Bassaliel Cc: rt-us...@bestpractical.com Subject: Re: [rt-users] FW: Problem with Ticket display page Ashish, What did you set your wrap configuration to? Kenn LBNL On 11/25/2009 3:07 AM, Potla, Ashish Bassaliel wrote: I tried to send a screen shot but it was too big.. I will try to explain my problem: Inside the message body I keep seeing horizontal /vertical scroll bars. Why is this happening? Thank you, -Ashish From: Potla, Ashish Bassaliel Sent: Wednesday, November 25, 2009 2:57 AM To: 'rt-us...@bestpractical.commailto:rt-us...@bestpractical.com' Subject: Problem with Ticket display page Hello again, Please have a look at this below display page for a ticket. Notice the horizontal scroll bar appearing inside the ticket display? This happens for Firefox on Unix and Firefox and Safari on MacOS. Why is it displaying so? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.commailto: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] FW: Long Lines on ticket display page
Sorry about that . It is 3.8.2 (mod_perl2) on a sun solaris machine with an Oracle Db. Let me know if you need any other info. Regards, -Ashish From: Jesse Vincent [je...@bestpractical.com] Sent: Wednesday, November 25, 2009 10:31 PM To: Potla, Ashish Bassaliel Cc: rt-us...@bestpractical.com Subject: Re: [rt-users] Long Lines on ticket display page On Wed 25.Nov'09 at 3:03:05 -0800, Potla, Ashish Bassaliel wrote: Hello, Some bizarre things have been happening and would like to know if anyone has seen similar cases. What version of RT are you folks running? -Jesse 1. When a long line is in the message body, it runs off the screen. 2. Sometimes, long words, like path names are unnecessarily truncated and wrapped to the next line even though the end is not reached. 3. Inconsistent new lines get added to the message body(especially to indented previous messages) and keeps making the email longer and longer each time correspondence is added to it. Please help me out! Thank you, -Ashish ___ 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] text attachment get mixed up
I see this too. Is there any fix out there for this? -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Mathieu Longtin [math...@closetwork.org] Sent: Wednesday, November 11, 2009 7:43 PM To: RT Users Mailing List (E-mail) Subject: [rt-users] text attachment get mixed up When a text attachment is added to a ticket, the emails RT sends put the attachment as body, and the actual message as an attachment. It does that both when creating a ticket using the web interface, and when sending an email with an attachment. It's probably that the code doesn't pick the right plain/text attachment. This is RT 3.8.5. -- Mathieu Longtin 1-514-803-8977 ___ 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] Send email from script
Here is a sample :
Description : On Correspond
Condition: On Correspond
Action: User Defined
Template:Global Template : QCT Transaction
Stage: Transaction Batch
Custom Action Prep Code:
require RT::Action::SendEmail;
use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Action::SendEmail);
$self-SetRecipients();
$self-SUPER::Prepare();
$self-SUPER::Commit();
sub SetRecipients {
my $self = shift;
my $ticket = $self-TicketObj;
my ( @To, @PseudoTo, @Cc, @Bcc );
my $arg ='Owner,Requestor,AdminCc,Cc';
##Requestor
push @To, $ticket-Requestors-MemberEmailAddresses;
##CC
push ( @Cc, $ticket-Cc-MemberEmailAddresses );
push ( @Cc, $ticket-QueueObj-Cc-MemberEmailAddresses );
##Admin CC
push ( @Bcc, $ticket-AdminCc-MemberEmailAddresses );
push ( @Bcc, $ticket-QueueObj-AdminCc-MemberEmailAddresses );
##Owner
push ( @Bcc, $ticket-OwnerObj-EmailAddress );
##Other Recipients
if ( my $attachment = $self-TransactionObj-Attachments-First ) {
push @Cc, map { $_-address }
Email::Address-parse($attachment-GetHeader('RT-Send-Cc'));
push @Bcc, map { $_-address }
Email::Address-parse($attachment-GetHeader('RT-Send-Bcc'));
}
##FriendlyToLineFormat
if ( RT-Config-Get('UseFriendlyToLine') ) {
unless (@To) {
push @PseudoTo,
sprintf RT-Config-Get('FriendlyToLineFormat'), $arg,
$ticket-id;
}
}
my $creator = $self-TransactionObj-CreatorObj-EmailAddress();
#Strip the sender out of the To, Cc and AdminCc and set the
# recipients fields used to build the message by the superclass.
# unless a flag is set
if (RT-Config-Get('NotifyActor')) {
@{ $self-{'To'} } = @To;
@{ $self-{'Cc'} } = @Cc;
@{ $self-{'Bcc'} } = @Bcc;
}
else {
@{ $self-{'To'} } = grep ( lc $_ ne lc $creator, @To );
@{ $self-{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc );
@{ $self-{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc );
}
}
1;
Custom Action Cleanup Code:
return 1;
This is how I send emails from scrips when I donot want to touch the database
ie create new scripactions on the database.
Needless to say the above scrip is equivalent to On correspond , Notify
Requestor, Owner, AdminCC, CC, Other Recepients.
hope this helps.
-Ashish
From: Tariq Doukkali [tariq.doukk...@autoform.de]
Sent: Wednesday, July 22, 2009 11:27 AM
To: Potla, Ashish Bassaliel
Cc: rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Send email from script
Hi Ashish,
many Thanks for your answer
I want sent an email from a user defined action, but I don't know how can I do
that ;-((
Tariq
-Ursprüngliche Nachricht-
Von: Potla, Ashish Bassaliel [mailto:c_apo...@qualcomm.com]
Gesendet: Dienstag, 21. Juli 2009 20:35
An: Gene LeDuc; Tariq Doukkali
Cc: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Send email from script
You can actually send out emails via scrips with user defined scrip-Action.
The action is but a bit longwinded, but I use it for some of my queues to
tweak the outgoing emails (Like add/remove an email id from the outgoing email
for all email transactions -- for instance).
Let me know if you want the user defined action.
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Gene LeDuc
[gle...@mail.sdsu.edu]
Sent: Tuesday, July 21, 2009 11:32 PM
To: Tariq Doukkali
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Send email from script
Hi Tariq,
The obvious answer: You select one of the Notify actions that generate
e-mail and use a template to design the e-mail.
But you probably would've figured that out for yourself.
If you are asking how to send an e-mail from a scrip with a user-defined
action, I don't think you can. I get around this shortcoming by
generating some other transaction in the script code and then use that
transaction to trigger a scrip that does the Notify action. Convoluted,
but it works.
We don't use the Priority field in our tickets, so I use it to trigger
stuff like that.
Have fun!
Gene
Tariq Doukkali wrote:
Hello,
how can I send an email from a script ???
Many thanks
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Re: [rt-users] Send email from script
That should be easy, Inside Set recepients subroutine place something like :
$ticket-SetSubject('New Subject');
This is all present in the api.
-Ashish
From: Tariq Doukkali [tariq.doukk...@autoform.de]
Sent: Wednesday, July 22, 2009 1:37 PM
To: Potla, Ashish Bassaliel
Cc: rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Send email from script
Hi Ashish,
The script is working fine !!! Now I can send messages from a script directly.
But I don't know how to modify the subject of the message (email) ??
Many thanks for your help
Best regards from Germany,
Tariq
-Ursprüngliche Nachricht-
Von: Potla, Ashish Bassaliel [mailto:c_apo...@qualcomm.com]
Gesendet: Mittwoch, 22. Juli 2009 09:11
An: Tariq Doukkali
Cc: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Send email from script
Here is a sample :
Description : On Correspond
Condition: On Correspond
Action: User Defined
Template:Global Template : QCT Transaction
Stage: Transaction Batch
Custom Action Prep Code:
require RT::Action::SendEmail;
use strict;
use vars qw/@ISA/;
@ISA = qw(RT::Action::SendEmail);
$self-SetRecipients();
$self-SUPER::Prepare();
$self-SUPER::Commit();
sub SetRecipients {
my $self = shift;
my $ticket = $self-TicketObj;
my ( @To, @PseudoTo, @Cc, @Bcc );
my $arg ='Owner,Requestor,AdminCc,Cc';
##Requestor
push @To, $ticket-Requestors-MemberEmailAddresses;
##CC
push ( @Cc, $ticket-Cc-MemberEmailAddresses );
push ( @Cc, $ticket-QueueObj-Cc-MemberEmailAddresses );
##Admin CC
push ( @Bcc, $ticket-AdminCc-MemberEmailAddresses );
push ( @Bcc, $ticket-QueueObj-AdminCc-MemberEmailAddresses );
##Owner
push ( @Bcc, $ticket-OwnerObj-EmailAddress );
##Other Recipients
if ( my $attachment = $self-TransactionObj-Attachments-First ) {
push @Cc, map { $_-address }
Email::Address-parse($attachment-GetHeader('RT-Send-Cc'));
push @Bcc, map { $_-address }
Email::Address-parse($attachment-GetHeader('RT-Send-Bcc'));
}
##FriendlyToLineFormat
if ( RT-Config-Get('UseFriendlyToLine') ) {
unless (@To) {
push @PseudoTo,
sprintf RT-Config-Get('FriendlyToLineFormat'), $arg,
$ticket-id;
}
}
my $creator = $self-TransactionObj-CreatorObj-EmailAddress();
#Strip the sender out of the To, Cc and AdminCc and set the
# recipients fields used to build the message by the superclass.
# unless a flag is set
if (RT-Config-Get('NotifyActor')) {
@{ $self-{'To'} } = @To;
@{ $self-{'Cc'} } = @Cc;
@{ $self-{'Bcc'} } = @Bcc;
}
else {
@{ $self-{'To'} } = grep ( lc $_ ne lc $creator, @To );
@{ $self-{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc );
@{ $self-{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc );
}
}
1;
Custom Action Cleanup Code:
return 1;
This is how I send emails from scrips when I donot want to touch the database
ie create new scripactions on the database.
Needless to say the above scrip is equivalent to On correspond , Notify
Requestor, Owner, AdminCC, CC, Other Recepients.
hope this helps.
-Ashish
From: Tariq Doukkali [tariq.doukk...@autoform.de]
Sent: Wednesday, July 22, 2009 11:27 AM
To: Potla, Ashish Bassaliel
Cc: rt-users@lists.bestpractical.com
Subject: AW: [rt-users] Send email from script
Hi Ashish,
many Thanks for your answer
I want sent an email from a user defined action, but I don't know how can I do
that ;-((
Tariq
-Ursprüngliche Nachricht-
Von: Potla, Ashish Bassaliel [mailto:c_apo...@qualcomm.com]
Gesendet: Dienstag, 21. Juli 2009 20:35
An: Gene LeDuc; Tariq Doukkali
Cc: rt-users@lists.bestpractical.com
Betreff: RE: [rt-users] Send email from script
You can actually send out emails via scrips with user defined scrip-Action.
The action is but a bit longwinded, but I use it for some of my queues to
tweak the outgoing emails (Like add/remove an email id from the outgoing email
for all email transactions -- for instance).
Let me know if you want the user defined action.
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Gene LeDuc
[gle...@mail.sdsu.edu]
Sent: Tuesday, July 21, 2009 11:32 PM
To: Tariq Doukkali
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Send email from script
Hi Tariq,
The obvious answer: You select one of the Notify actions that generate
e-mail and use a template to design the e-mail.
But you probably would've figured that out for yourself.
If you are asking how to send an e-mail from a scrip with a user-defined
action, I don't think you can. I get around this shortcoming by
generating some other transaction in the script code and then use that
transaction to trigger a scrip that does the Notify
Re: [rt-users] Send email from script
You can actually send out emails via scrips with user defined scrip-Action. The action is but a bit longwinded, but I use it for some of my queues to tweak the outgoing emails (Like add/remove an email id from the outgoing email for all email transactions -- for instance). Let me know if you want the user defined action. -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Gene LeDuc [gle...@mail.sdsu.edu] Sent: Tuesday, July 21, 2009 11:32 PM To: Tariq Doukkali Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Send email from script Hi Tariq, The obvious answer: You select one of the Notify actions that generate e-mail and use a template to design the e-mail. But you probably would've figured that out for yourself. If you are asking how to send an e-mail from a scrip with a user-defined action, I don't think you can. I get around this shortcoming by generating some other transaction in the script code and then use that transaction to trigger a scrip that does the Notify action. Convoluted, but it works. We don't use the Priority field in our tickets, so I use it to trigger stuff like that. Have fun! Gene Tariq Doukkali wrote: Hello, how can I send an email from a script ??? Many thanks ___ 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] DashBoard create rights
Hi, I am trying to configure Dashboards to all the users in my system. How do I assign the global right : CreateDashboard to all? I have a LOT of users in my system and it is hard to open Configuration/Global/UserRights.html and assign each one of them this right. Sometimes the system crashes just trying to list out all the users in this page. Is there a simpler way? Thank you, -Ashish ___ 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] Text Attachments in RT Emails mucked up
Hi, I send an email to RT with a text attachment (ie a notepad file with some text in it.) and some content say 'TEST' in the body of the email. The reply template consists of self-TransactionObj-Content to list out the content. But when I recieve the email, the text attachment is now in the body of the email and the message that was supposed to be in the body of the email is shown as an attachment!! Has anyone faced this ?? I am using RT 3.8.2 and the email I send is of HTML type. -Ashish ___ 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] Help regarding TimeZone setting in RT 3.8.2
I am sorry for the typo!!! After setting it to US/Eastern, the dates DO NOT adjust to show the time in the new time zone. Thanks -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apo...@qualcomm.com] Sent: Wednesday, April 01, 2009 5:11 PM To: rt-us...@bestpractical.com Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2 Hi, In the Preferences About Me page, there is a setting for Timezone. Initially it was empty. I set it to US/Eastern . Before setting the value to US/Eastern the dates in the ticket display , say the created date is Mon Jul 02 09:51:37 2007. After setting timezone to US/Eastern, it adjust for the time difference. Has anyone used this setting and made it work? Thanks -Ashish PS: In RT_SiteConfig the $Timezone is set to US/Pacific the timezone my server is on. ___ 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] Help regarding TimeZone setting in RT 3.8.2
Hello Everyone, Is there a particular format for setting the parameter of the Timezone field in Preferences page(About me tab)? Thanks -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apo...@qualcomm.com] Sent: Wednesday, April 01, 2009 5:14 PM To: rt-us...@bestpractical.com Subject: Re: [rt-users] Help regarding TimeZone setting in RT 3.8.2 I am sorry for the typo!!! After setting it to US/Eastern, the dates DO NOT adjust to show the time in the new time zone. Thanks -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apo...@qualcomm.com] Sent: Wednesday, April 01, 2009 5:11 PM To: rt-us...@bestpractical.com Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2 Hi, In the Preferences About Me page, there is a setting for Timezone. Initially it was empty. I set it to US/Eastern . Before setting the value to US/Eastern the dates in the ticket display , say the created date is Mon Jul 02 09:51:37 2007. After setting timezone to US/Eastern, it adjust for the time difference. Has anyone used this setting and made it work? Thanks -Ashish PS: In RT_SiteConfig the $Timezone is set to US/Pacific the timezone my server is on. ___ 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] Help regarding TimeZone setting in RT 3.8.2
Hello Guys, Can anyone please help me with this? -Ashish From: Potla, Ashish Bassaliel Sent: Wednesday, April 01, 2009 8:27 PM To: rt-us...@bestpractical.com Subject: Help regarding TimeZone setting in RT 3.8.2 Hello Everyone, Is there a particular format for setting the parameter of the Timezone field in Preferences page(About me tab)? Thanks -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apo...@qualcomm.com] Sent: Wednesday, April 01, 2009 5:14 PM To: rt-us...@bestpractical.com Subject: Re: [rt-users] Help regarding TimeZone setting in RT 3.8.2 I am sorry for the typo!!! After setting it to US/Eastern, the dates DO NOT adjust to show the time in the new time zone. Thanks -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Potla, Ashish Bassaliel [c_apo...@qualcomm.com] Sent: Wednesday, April 01, 2009 5:11 PM To: rt-us...@bestpractical.com Subject: [rt-users] Help regarding TimeZone setting in RT 3.8.2 Hi, In the Preferences About Me page, there is a setting for Timezone. Initially it was empty. I set it to US/Eastern . Before setting the value to US/Eastern the dates in the ticket display , say the created date is Mon Jul 02 09:51:37 2007. After setting timezone to US/Eastern, it adjust for the time difference. Has anyone used this setting and made it work? Thanks -Ashish PS: In RT_SiteConfig the $Timezone is set to US/Pacific the timezone my server is on. ___ 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] Allow only a specific user to see a Callback
I think you can also get the current user`s obj and get his name like :
$session{'CurrentUser'}-UserObj-Name and put in a condition to see if its
John or not. Based on this condition you should call the callback.
But going into the future if you want to add more users this functionality, it
makes sense to create a new group.
Then you should put in a condition to see iif the current user is a part of
this new group.
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Tom Lahti
[t...@bitstatement.net]
Sent: Tuesday, March 24, 2009 4:54 AM
To: holland holland
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allow only a specific user to see a Callback
I'm no RT API expert, but I think from a best practices standpoint you
really ought to create a new group for the purpose, make 'John' a member of
that group, and then have the scrip allow the callback based on membership
in that group.
holland holland wrote:
Dear all,
I would like only a specific user, e.g 'John' to see a callback.
Currently I only see methods based on user rights, like:
%INIT
if ($session{'CurrentUser'}-UserObj-HasRight(
Right = 'AdminUsers',
Object = $RT::System,
)) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
/%init
%args
$toptabs =undef
/%args
I want only 'John' to see this callback, not everybody that has
'AdminUsers' right.
Your help is much appreciated!
Cheers,
merou
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--
--
Tom Lahti
BIT Statement LLC
(425)251-0833 x 117
http://www.bitstatement.net/
--
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Re: [rt-users] Allow only a specific user to see a Callback
Try this in your condition and let me know :
if ($group-HasMemberRecursively($session{'CurrentUser'}-PrincipalObj)) {
-Ashish
From: holland holland [laholla...@gmail.com]
Sent: Tuesday, March 24, 2009 3:55 PM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Allow only a specific user to see a Callback
Thanks Ashish -
I tried Tom suggestion but it does not seem to work either, the code:
my $group = new RT::Group($session{'CurrentUser'});
$group-LoadUserDefinedGroup('my_group');
if ($group-HasMemberRecursively($session{'CurrentUser'})) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
User 'john' belong to 'my_group', but unfortunately he cannot see 'My
Callback', I 'm doing something wrong?
Thanks for the answers so far.
p.s: i always clean mason cache and restart apache process when testing.
I use RT 3.6.4
Cheers,
merou
On Tue, Mar 24, 2009 at 11:11 AM, Potla, Ashish Bassaliel
c_apo...@qualcomm.com wrote:
I think you can also get the current user`s obj and get his name like :
$session{'CurrentUser'}-UserObj-Name and put in a condition to see if its
John or not. Based on this condition you should call the callback.
But going into the future if you want to add more users this functionality,
it makes sense to create a new group.
Then you should put in a condition to see iif the current user is a part of
this new group.
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Tom Lahti
[t...@bitstatement.net]
Sent: Tuesday, March 24, 2009 4:54 AM
To: holland holland
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Allow only a specific user to see a Callback
I'm no RT API expert, but I think from a best practices standpoint you
really ought to create a new group for the purpose, make 'John' a member of
that group, and then have the scrip allow the callback based on membership
in that group.
holland holland wrote:
Dear all,
I would like only a specific user, e.g 'John' to see a callback.
Currently I only see methods based on user rights, like:
%INIT
if ($session{'CurrentUser'}-UserObj-HasRight(
Right = 'AdminUsers',
Object = $RT::System,
)) {
$toptabs-{'My Callback'} = { title =loc(My Callback),
path = MyCallbacks/1/index.html };
}
/%init
%args
$toptabs =undef
/%args
I want only 'John' to see this callback, not everybody that has
'AdminUsers' right.
Your help is much appreciated!
Cheers,
merou
___
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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--
--
Tom Lahti
BIT Statement LLC
(425)251-0833 x 117
http://www.bitstatement.net/
--
___
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Re: [rt-users] Send Mail Scrip problems
Maybe the $user that you use to initialize the Group Object variable is not initialized properly. I always use $RT::SystemUser instead of the CurrentUser to initialize such variables, but until now I havent really thought about it being 'bad'. Any thoughts about this? -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Andy Smith [a.sm...@ukgrid.net] Sent: Tuesday, March 17, 2009 11:01 PM To: Ken Crocker Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Send Mail Scrip problems Hi Ken, thanks for replying. Actually I seem to have found a way to get it working but without really understanding what I have done :P. Please see my second post with the issue described slightly more clearly (I think). http://lists.bestpractical.com/pipermail/rt-users/2009-March/058001.html If you have any ideas what I have done any why it works with the later config it would be great to know! Thanks Andy. Quoting Ken Crocker kfcroc...@lbl.gov: Andy, Did you remember to insert a blank line after the to: line. When you replace Subject:, From:, or to: (header replacement line) you MUST insert a blank line between them and the body of your template. Hope this helps. Kenn LBNL ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Help with displaying Error message
Hi,
I have this set up :
On local/html/Ticket/Modify.html
In the INIT Block :
my %queues_custom = ('name of your queue' = '1');
if ($queues_custom{$Ticket-QueueObj-Name}) {
my @custom_results = ProcessCustomRequiredUpdates(TicketObj = $Ticket);
push @results,@custom_results;
}
On local/lib/RT/Interface/Web.pm I have added :
sub ProcessCustomRequiredUpdates {
my %args = @_;
my $TicketObj = $args{'TicketObj'};
my @results;
$RT::Logger-debug(Queue name is .$Ticket-QueueObj-Name. Status is
.$Ticket-Status);
if ( $TicketObj $TicketObj-QueueObj-Name =~ m/^(REGULAR EXPR OF YOUR
QUEUENAME)$/ $TicketObj-Status =~ m/^(resolved)$/) {
my $ObjectCFs = RT::ObjectCustomFields-new($RT::SystemUser);
$ObjectCFs-LimitToObjectId($TicketObj-QueueObj-Id);
$ObjectCFs-LimitToLookupType('RT::Queue-RT::Ticket');
my @CustomFields = $ObjectCFs-CustomFields;
foreach my $CustomField (@CustomFields) {
next unless ($CustomField-Name =~ m/^(REGULAR EXPR OF YOUR CF)$/);
my $Values = $TicketObj-CustomFieldValues( $CustomField-Id );
unless ($Values-Count) {
push @results, Error: Custom Field .$CustomField-Name. is
required. Changing Status of ticket to new;
$TicketObj-SetStatus('new');
last;
}
}
}
return @results;
}
Note: The put the code in modify.html just after pushing the rest of the
various results into @results. I put it after this block of code :
push @results, @wresults;
push @results, @dresults;
push @results, @lresults;
push @results, @cf_results;
When inserting the new function into Web.pm, make sure to update the correct
values(ie case as well) of REGULAR EXPR OF YOUR QUEUENAME and REGULAR EXPR OF
YOUR CF
I know that I have to put in the new function into Web_Local.pm but if I do it
doesnt seem to work. May be you can test it out and let me know.
Thanks
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Ken Crocker
[kfcroc...@lbl.gov]
Sent: Thursday, March 19, 2009 12:42 AM
To: rt Users
Subject: [rt-users] Help with displaying Error message
To all,
I have a scrip thar re-sets the Ticket Status to open when a
ticket is resolved and a certain CF has no value. Making the CF
Mandatory is not an option as the users do NOT know what to put in it
when the ticket is created and we don't want the mandatory setting to
stop ticket creation.
What I want to do is display a message on the Modify Ticket screen
when they resolve the ticket and the CF has NOT been set. Everything
else is working fine. Any help there? Thanks.
Kenn
LBNL
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Re: [rt-users] Advice for New Machine
I am in the process of upgrading RT 3.6.5 to RT 3.8.2 . In fact I have it set up in Dev arena and waiting for user testing before I move it to production by the end of the month probably.. hopefully I use Solaris , Apache2 with mod_perl2 and DB on Oracle. Doesnt seem too bad :) -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Sean [s...@ttys0.net] Sent: Saturday, March 14, 2009 1:56 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Advice for New Machine On Fri, 2009-03-13 at 15:16 -0500, John Arends wrote: Gary Greene wrote: I would go CentOS for the machine if you're a RH person, since it is practically the same thing, and there are more than a few of us CentOS users running RT with our own RPMs. What version of RT are you running on top of CentOS? With 3.8.2 there are so many dependencies it seems to be a near impossible task to build RPMs for all the required perl modules. I've been playing with the script included with RT and it does a pretty good job of pulling everything down from CPAN and installing it. We recently updated from 3.6 to 3.8. I tried to get 3.8.2 going in an OpenSolaris (snv_101) zone and Ubuntu 8.10 (also tried Jaunty alpha) server installation. Neither was anywhere close to a clean install, and neither worked to my level of satisfaction. I ended up using a Gentoo server. In my opinion, Gentoo and RT 3.8 is a pretty good match. Being a source based distribution helps, I think. Just my 2c. -Sean ___ 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] Scrip and custom field Help
Hi,
Try this in the prep code and test it out :
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $queue = RT::Queue-new($RT::SystemUser);
my $OCFvs = new RT::ObjectCustomFieldValues($RT::SystemUser);
my $createrObj = RT::User-new($RT::SystemUser);
$createrObj = $self-TransactionObj-CreatorObj;
my $cf_name = ticketstatus;
my $cf_value = Closed [Orbit];
$queue-Load($self-TicketObj-QueueObj-Name);
$OCFvs-LimitToObject($self-TicketObj);
while (my $OCFv = $OCFvs-Next()) {
$cf_obj = $OCFv-CustomFieldObj;
if (lc $cf_obj-Name eq $cf_name) {
if ($self-TicketObj-Status eq 'resolved' and $queue-HasRight(Right
= 'ModifyTicket',Principal = $createrObj)) {
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value,
RecordTransaction=0) if ($OCFv-Content eq 'Created [Orbit]' or $OCFv-Content
eq 'Updated [Orbit]') ;
}
}
}
return 1;
-Ashish
From: Chris Newcomb [ch...@eaglehawkonline.com]
Sent: Monday, March 09, 2009 10:21 PM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Scrip and custom field Help
Correct,
On resolving
if TicketStatus == Created[orbit] or Updated[Orbit] change set TicketStatus =
Closed [Orbit]
--
Regards
Chris Newcomb
Potla, Ashish Bassaliel wrote:
So the jist is On resolving ,
if TicketStatus == Created[orbit] or Updated[Orbit] , the value of
TicketStatus should be set to Closed [Orbit]
For anyother value of TicketStatus the value should be unchanged.
Am I getting this right?
-Ashish
From: Chris Newcomb [ch...@eaglehawkonline.com]
Sent: Monday, March 09, 2009 9:22 PM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Scrip and custom field Help
In this CF there are the following values:
Created [Orbit] - if this status when resolved needs to be Closed [Orbit].
Updated [Orbit] - if this status when resolved needs it needs to be
Closed [Orbit].
Closed [Orbit]
Non-Compliance [email] - never touches Created [Orbit] and never needs
to be Closed [Orbit]
Retraction [email] - never touches Created [Orbit] and never needs to be
Closed [Orbit]
non-network [email] - never touches Created [Orbit] and never needs to
be Closed [Orbit]
(I didn't setup this installation of rt)
--
Regards,
Chris Newcomb
Potla, Ashish Bassaliel wrote:
I am a bit confused here. Let me see if I got this correct :
On resolve, you want to set the custom field 'TicketStatus' to
'Closed[Orbit]' .. correct? In that case the scrip I gave should be
sufficient. Why do the other states of the CF come into picture?
-Ashish
From: Chris Newcomb [ch...@eaglehawkonline.com]
Sent: Friday, March 06, 2009 1:59 AM
To: Potla, Ashish Bassaliel
Subject: Re: [rt-users] Scrip and custom field Help
Thanks for your help. I didn't think about the condition needing to
check if it was on resolve and the ticket status is either Created
[Orbit] or Updated [Orbit]. Any suggestions on what to try here?
--
Regards
Chris
Potla, Ashish Bassaliel wrote:
Hi Chris,
Try this:
Condition : On resolve
Custom Action Preparation Code :
# set the CF Work-Completed Date
my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = RT::CustomField-new($RT::SystemUser);
my $cf_name = TicketStatus;
my $cf_value = Closed [Orbit];
$cf_obj-LoadByName(Name=$cf_name);
$RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n);
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value,
RecordTransaction=0);
return 1;
Custom cleanup code :
return 1;
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Newcomb
[ch...@eaglehawkonline.com]
Sent: Thursday, March 05, 2009 9:42 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrip and custom field Help
I've googled and either my google fu is not working or I'm not finding
the correct answer, and I barely know perl.
Using RT 3.8.1 on freebsd using mysql
Condition: On Resolve
Action: is where I need help.
I have a custom field named TicketStatus. I want to on resolve set the
custom field to be Closed [Orbit], usually the ticket status is either
Created [Orbit] or Updated [Orbit].
any pointers that you can give me would be great, either by telling me
what to search for or giving me an idea of what to use to get the action
done.
--
Thanks in advance
Chris Newcomb
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Re: [rt-users] Little help with template
Is the ticket owner supposed to be the approver?
In that case use {eva{$self-OwnerObj-Name}}
-Ashishl
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim Tambling
[jim.tambl...@datatote.co.uk]
Sent: Thursday, March 05, 2009 6:13 PM
To: rt-us...@bestpractical.com
Subject: [rt-users] Little help with template
Hi,
I should state I have no knowledge of Perl beforehand. I have a scrip that
notifies the requestor when an approval ticket has been approved. This is the
template;
Subject: Ticket Approved: {$Ticket-Subject}
Greetings,
Your ticket has been approved by { eval { $Approval-OwnerObj-Name } }.
Other approvals may be pending.
The requestor receives the email as shown below;
Greetings,
Your ticket has been approved by .
Other approvals may be pending.
Notice the distinct lack of the approver's name.
Thnaks
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Re: [rt-users] Scrip and custom field Help
Hi Chris, Try this: Condition : On resolve Custom Action Preparation Code : # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = TicketStatus; my $cf_value = Closed [Orbit]; $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; Custom cleanup code : return 1; -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Chris Newcomb [ch...@eaglehawkonline.com] Sent: Thursday, March 05, 2009 9:42 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Scrip and custom field Help I've googled and either my google fu is not working or I'm not finding the correct answer, and I barely know perl. Using RT 3.8.1 on freebsd using mysql Condition: On Resolve Action: is where I need help. I have a custom field named TicketStatus. I want to on resolve set the custom field to be Closed [Orbit], usually the ticket status is either Created [Orbit] or Updated [Orbit]. any pointers that you can give me would be great, either by telling me what to search for or giving me an idea of what to use to get the action done. -- Thanks in advance Chris Newcomb ___ 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] Errors in apache logs after db migration.
Hi All, Over the weekend I have migrated the data on my db to another instance with the NLS_CHARSET to be AL32UTF8. This I have done because, a new group of users from china has decided to use RT and they send emails with chinese characters in them. The db migration went well, I am able to see chinese characters getting stored in the db. But when RT sends an email I see some problems crop up. Scenario: On create 1. I have two scrips, one to notify admincc and one to send auto reply to requestor. The auto replies are sent without any distortion but when it comes to the admincc email, the subject line is gibberish ie; its not chinese but some weird characters. In the error_logs on apache I see a stack error as follows: [Tue Mar 3 09:00:15 2009] [warning]: Use of uninitialized value in string eq at /opt/prj/rt/rt3/lib/RT/Record.pm line 1701. (/opt/prj/rt/rt3/lib/RT/Record.pm:1701) [Tue Mar 3 09:00:22 2009] [error]: Could not convert attachment from assumed utf8 to 'gb2312' :Cannot decode string with wide characters at /opt/prj/rt/perl-5.8.8/lib/5.8.8/sun4-solaris-thread-multi/Encode.pm line 186. Stack: [/opt/prj/rt/perl-5.8.8/lib/5.8.8/sun4-solaris-thread-multi/Encode.pm:186] [/opt/prj/rt/rt3/lib/RT/Attachment_Overlay.pm:300] [/opt/prj/rt/rt3/local/lib/RT/Action/SendEmail.pm:399] [/opt/prj/rt/rt3/local/lib/RT/Action/SendEmail.pm:140] [/opt/prj/rt/rt3/lib/RT/Action/Notify.pm:67] [/opt/prj/rt/rt3/lib/RT/ScripAction_Overlay.pm:234] [/opt/prj/rt/rt3/lib/RT/Scrip_Overlay.pm:478] [/opt/prj/rt/rt3/lib/RT/Scrips_Overlay.pm:239] [/opt/prj/rt/rt3/lib/RT/Transaction_Overlay.pm:173] [/opt/prj/rt/perl-5.8.8/lib/site_perl/5.8.8/Hook/LexWrap.pm:41] [/opt/prj/rt/rt3/lib/RT/Record.pm:1461] [/opt/prj/rt/rt3/lib/RT/Ticket_Overlay.pm:746] [/opt/prj/rt/rt3/lib/RT/Interface/Email.pm:730] [/opt/prj/rt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/prj/rt/rt3/lib/RT/Attachment_Overlay.pm:302) This didnt happen when I was testing in development arena.. but is happening on production. I have upgraded the Encode module to v2.26, the same I have on dev server. I use: RT 3.6.5 on Oracle. Any help or suggestions or thoughts wouldl be great!! Best Regards, -Ashish ___ 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] Scrip help needed on date formatting
Hi, Can you give some info about the CF you are using? What is the type and validation settings on it? -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ 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] Scrip help needed on date formatting
Hey Ken, localize the variables as follows and try it out : my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ 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] Scrip help needed on date formatting
Well, it worked for me! Sorry.. keep tweaking it. hope you have return 1; in the cleanup code as well. -Ashish From: Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 1:50 AM To: Potla, Ashish Bassaliel Cc: rt Users Subject: Re: [rt-users] Scrip help needed on date formatting Ashish, Tried that. No joy. Kenn LBNL On 3/3/2009 11:40 AM, Potla, Ashish Bassaliel wrote: Hey Ken, localize the variables as follows and try it out : my ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); my $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker [kfcroc...@lbl.gov] Sent: Wednesday, March 04, 2009 12:37 AM To: rt Users Subject: [rt-users] Scrip help needed on date formatting To all, I'm a newbie to perl. I've written a few simple scrips and they are working just fine. My problem lies in my lack of understanding as to why some code will work in a perl program, but not in a scrip. We have some good perl programmers here and they gave me some code to use to format a date I needed. Scenario: when a ticket has it's status changed to 'stalled', I want to update a Custom Field with the /mm/dd format for today's date. The code I was given for this is as follows: Custom Action Prep Code: # set the CF Work-Completed Date my $trans = $self-TransactionObj; my $ticket = $self-TicketObj; my $cf_obj = RT::CustomField-new($RT::SystemUser); my $cf_name = Stalled Date; ( undef, undef, undef, $day, $mon, $year ) = localtime( time ); $cf_value = sprintf( '%d/%02d/%02d', $year + 1900, $mon, $day ); $cf_obj-LoadByName(Name=$cf_name); $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n); $ticket-AddCustomFieldValue(Field=$cf_obj, Value=$cf_value, RecordTransaction=0); return 1; I get nothing. If I change the value of $cf_value to simply (localtime), I get the full-fledged format of Thu Feb 26 14:54:33 2009. So, I know the condition works and the function of update the Custom Field works. I just cannot get the code I was given to format the date to work as a scrip. Anyone have some experience with this and willing to help? Kenn LBNL ___ 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] Fwd: A little Scrip help
Hey Aaron,
You got it right, just a typo in your 'if' condition : Its ObjectId not
ObjectID.
You can substitue this if condition with others as well like :
$self-TicketObj-Id == $txn-ObjectId
But I feel yours should work once you correct your typo.
Cheers!
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise
[aa...@guise.net.nz]
Sent: Monday, March 02, 2009 5:28 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Fwd: A little Scrip help
This is the information I found in the database to support my thinking of the
below solution.
id ObjectType ObjectIdTimeTaken TypeField
OldValueNewValueReferenceType OldReferenceNewReference
DataCreator Created
341302 RT::Ticket 20263 0 AddLink MergedInto
fsck.com-rt://ham.sitel.co.nz/ticket/20219http://ham.sitel.co.nz/ticket/20219
52232 2009-02-26 23:19:46
341303 RT::Ticket 20219 0 AddLink MergedInto
fsck.com-rt://ham.sitel.co.nz/ticket/20219http://ham.sitel.co.nz/ticket/20219
52232 2009-02-26 23:19:46
On Mon, Mar 2, 2009 at 12:27 PM, Aaron Guise
aa...@guise.net.nzmailto:aa...@guise.net.nz wrote:
Hi All,
I have investigated the possiblility of having the trigger rule out one of
these transactions. I have now come up with the below ammendment which I feel
should work but we now get a total of 0 emails sent so I feel it is flawed. Any
ideas?
CODE:
my $txn = $self-TransactionObj;
return 0 unless $txn-Type =~ /^AddLink$/i;
return 0 unless $txn-Field =~ /^MergedInto$/i;
if ($txn-NewValue =~ $txn-ObjectID)
{
return 1;
}
else
{
return 0;
}
return 1;
Regards,
Aaron Guise
[http://www.guise.net.nz/images/signatures/mob.gif]027 212 6638
[http://www.guise.net.nz/images/signatures/email.gif]aa...@guise.net.nzmailto:aa...@guise.net.nz
On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel
c_apo...@qualcomm.commailto:c_apo...@qualcomm.com wrote:
Hi,
When you merge two tickets , I think the condition you have defined is
evaluating to a true condition for both the tickets individually.
When the action that is 'notify owner' takes place, in both cases the ticket
that is retrieved by ID will be the same as the tickets are now merged(Merged
tickets have same ID numbers,the one into which you merged a ticket into).
Anyways, try tweaking the condition a bit so that when two tickets are merged,
the condition evaluates true only to one of them, preferably the one into which
a ticket is merged.
-Ashish
From:
rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.commailto:rt-users-boun...@lists.bestpractical.com]
On Behalf Of Kenneth Crocker [kfcroc...@lbl.govmailto:kfcroc...@lbl.gov]
Sent: Friday, February 27, 2009 10:50 PM
To: Aaron Guise
Cc: rt-users@lists.bestpractical.commailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Fwd: A little Scrip help
Aaron,
Well, I'm at a loss as well. Sorry.
Kenn
LBNL
On 2/26/2009 4:58 PM, Aaron Guise wrote:
I thought of this scenario already, but I created the ticket from
another external email address which is separate from my work one which
RT Responds to. I am the owner of the ticket data is merged with and
hence I get one email but I have a feeling it may be emailing twice as
there is two tickets which become one and effectively I become the owner
of both.
But it reports the ID# of the only remaining ticket in both emails.
On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker
kfcroc...@lbl.govmailto:kfcroc...@lbl.gov
mailto:kfcroc...@lbl.govmailto:kfcroc...@lbl.gov wrote:
Aaron,
Are the persons getting the Email in more than 1 role? FOr
example; If I am the Requestor the Owner and someone merges a
ticket into mine am I getting 1 email as requestor and 1 as owner?
Just a thought.
Kenn
LBNL
On 2/26/2009 3:17 PM, Aaron Guise wrote:
-- Forwarded message --
From: *Aaron Guise* aa...@guise.net.nzmailto:aa...@guise.net.nz
mailto:aa...@guise.net.nzmailto:aa...@guise.net.nz
mailto:aa...@guise.net.nzmailto:aa...@guise.net.nz
mailto:aa...@guise.net.nzmailto:aa...@guise.net.nz
Date: Fri, Feb 27, 2009 at 12:17 PM
Subject: Re: [rt-users] A little Scrip help
To: Kenneth Crocker kfcroc...@lbl.govmailto:kfcroc...@lbl.gov
mailto:kfcroc...@lbl.govmailto:kfcroc...@lbl.gov
mailto:kfcroc...@lbl.govmailto:kfcroc...@lbl.gov
mailto:kfcroc...@lbl.govmailto:kfcroc...@lbl.gov
Yeah, Have double checked all of those scrips/templates again.
The only one that nets an output matching that is the
MergeNotifier Template. Looking in the RT
Re: [rt-users] Requestors being sent comments when updated via email
what is the comment address set a queue level? is it the correct one? secondly how do you filter incoming emails and forward to RT? I use procmail. I have two filters configured for each queue in .procmailrc . So for one queue, I have : 1. If To is correspond address of the queue call rt mailgate with the email and action as --correspond 2. If To is comment address of the queue call rt mailgate with the email and action as --comment Check this filtering to see if an incoming email from comment address is addressed by your filtering application properly. -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Brandon Rogge [brand...@bandcon.com] Sent: Saturday, February 28, 2009 9:15 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Requestors being sent comments when updated via email The problem I am having is that when someone sends a comment via email, the comment is being sent to the requestor. I can see that the script ‘on correspond notify requestors and CCs with global template correspondence’ is causing this even though the comment is being sent to RT using the comment email address. If this script is removed then replying to a ticket via the web interface doesn’t work as the requestors email address is not used automatically. CorrespondAddress and CommentAddress are both set in RT_SiteConfig.pm we are using version 3.8.2. ___ 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] Fwd: A little Scrip help
: If set to transaction batch which is marked Transaction Batch(Disabled) it seems the script is just disabled as no email is sent. On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish Bassaliel c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com mailto:c_apo...@qualcomm.com wrote: From: Potla, Ashish Bassaliel Sent: Thursday, February 26, 2009 5:59 PM To: Aaron Guise Subject: RE: [rt-users] A little Scrip help Is the scrip set to 'Transaction Batch' or 'Transaction Create'? Set it to Transaction Batch. -Ashish From: rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise [aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz mailto:aa...@guise.net.nz] Sent: Thursday, February 26, 2009 4:02 PM To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com mailto:rt
Re: [rt-users] A little Scrip help
From: Potla, Ashish Bassaliel Sent: Thursday, February 26, 2009 5:59 PM To: Aaron Guise Subject: RE: [rt-users] A little Scrip help Is the scrip set to 'Transaction Batch' or 'Transaction Create'? Set it to Transaction Batch. -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Aaron Guise [aa...@guise.net.nz] Sent: Thursday, February 26, 2009 4:02 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] A little Scrip help Hi, I have implemented a scrip to notify the owner in the event someone else merges data into one of their tickets. All works well but alas it actually sends the notification twice. There is probably a real simple answer but it is baffling me. Have just ignored it the last few months but now I am a little beyond that. The scrip used is noted below; my $txn = $self-TransactionObj; return undef unless $txn-Type =~ /^AddLink$/i; return undef unless $txn-Field =~ /^MergedInto$/i; return 1; Any assistance in stopping this will be greatly appreciated. -- Regards Aaron ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Long queue name coming out of frame on homepage
Hi, I am using RT 3.8.2, and I have a problem on the homepage. The length of the name of many of my queues are quite long(they follow a naming convention which tends to add a '.help' to the queue name) that it juts out of the the left frame, where we see tabs like homepage,configuration etc.. Earlier in 3.6, I didnt have this problem because the layout was different. I tried a lot to wrap the text, but in firefox which is the browser many ppl here use, I am unable to do so. Can anyone help me out here? -Ashish ___ 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] Global CustomField not displaying
Hi Did you apply the group-rights and the user-rights with ShowCustomField and ModifyCustomField rights? Might be worth a look. -Ashish From: rt-users-boun...@lists.bestpractical.com [rt-users-boun...@lists.bestpractical.com] On Behalf Of Jim Tambling [jim.tambl...@datatote.co.uk] Sent: Tuesday, February 17, 2009 5:42 PM To: rt-us...@bestpractical.com Subject: [rt-users] Global CustomField not displaying Hello I have created a custom field to appear in all tickets. I have enabled it globally for all queues but it does not appear in any new ticket. Where am I going wrong? Regards, Jim ___ 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] User defined Condition: Autoclose
Try this in the custom condition:
if ( $self-TicketObj-RequestorAddresses eq 'vad...@gmail.com') {
return 1;
} esle {
return 0;
}
-Ashish
From: rt-users-boun...@lists.bestpractical.com
[rt-users-boun...@lists.bestpractical.com] On Behalf Of Asif Iqbal
[vad...@gmail.com]
Sent: Friday, February 13, 2009 12:32 AM
To: rt-users Users; rt-de...@lists.bestpractical.com
Subject: Re: [rt-users] User defined Condition: Autoclose
On Thu, Feb 12, 2009 at 1:17 PM, Asif Iqbal vad...@gmail.com wrote:
How do I define a condition where requestor address is 'u...@example'
com? I will use this condition to close a ticket
In chapter 6.1.3 Conditions of RT Essentials by Oreilly I see
something like this
$self-TicketObj-status eq 'deleted';
and
my $email = $self-TicketObj-RequestorAddresses[0]
So can I have a user defined condition like this?
$self-TicketObj-RequestorAddresses eq 'u...@example.com' ?
Is that a valid syntax ?
I tried to setup like this thru web but it does not resolve the
ticket. What am I doing wrong?
Description: AutoClose
Condition: User Defined
Action: User Defined
Template: Global template: Autoreply
Stage: TransactionCreate
Custom condition:
$self-TicketObj-RequestorAddresses eq 'vad...@gmail.com';
Custom action preparation code:
return 1;
Custom action cleanup code:
$self-TicketObj-SetStatus resolved;
I see it create a ticket but it does not autoclose it
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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[rt-users] Using RT with non-English (foreign characters) Emails
Hello Everyone, Has anybody here used RT with non-English Emails? I am trying to set up a queue for incoming Chinese Emails as requests. But all I see in the content of the mail sent to AdminCCs by RT is '?' marks. -Ashish ___ 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] Using RT with non-English (foreign characters) Emails
For the plaintext email: I see '?' marks where ever I expect to see the foreign characters. For the HTML Email : I have two Download buttons one for text/plain and another for text/html. The text/plain is similar to the previous test; '?' marks instead of foreign characters, But the text/html clearly displays the foreign characters. Is this the extent of RT`s support for foreign characters? The Subject in any case contains '?' marks where foreign characters are expected. -Ashish From: Jerrad Pierce [jpie...@cambridgeenergyalliance.org] Sent: Wednesday, January 21, 2009 1:32 AM To: Potla, Ashish Bassaliel Cc: Emmanuel Lacour; rt-us...@bestpractical.com Subject: Re: [rt-users] Using RT with non-English (foreign characters) Emails What do you see when you use the link to download/view the raw transaction? -- 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] Foreign Language Emails Support
Hello All, I am setting up a queue thats primarily going to be used by users in China. Therefore the incoming emails contain foreign characters. But when RT forwards the email messages, the chinese characters are transformed to a bunch of '?' characters. My question is : 1. Do I need to tweak the RT code in order to support foreign characters in emails? 2. Is it a database issue? I am not good at the database admin stuff but I got one here who can understand what you guys might probably have to say. Currently the Oracle 10 database parameters that I use is as: CHARSET -- AL32UTF8 NCHARSET --AL16UTF16 NOTE: The language of the web interface is English and unchanged. Thanks in advance. -Ashish IT Consultant Qualcomm ___ 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] Problem viewing metrics.html
Hello List, I have just isolated an issue that I faced in IE 6 but not FF. When I view the /rt/Tools/Reports/metrics.html on IE-6 it(the browser) crashes but the same works on FireFox. This I noticed with version 3.6.5 and 3.8.1 as well. Can someone who has some idea about this help out? (I have a feeling it has something to do with calendar) -Ashish ___ 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] Information regarding Mason Components and CSS in StyleGuide.pod
Hi Jesse, I was going through StyleGuide and I see that the info for the Mason component style and CSS is not yet given. I am trying to understand the flow of the Mason compnents , CSS for RT and would appreciate it if you (or anyone for that matter) can give me some guidance or resources that you might have for understanding it. I have just started with this project and I have decent knowledge of OO Perl and just started with MASON. Thanks in advance. -Ashish IT Consultant Qualcomm ___ 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] Enable Clickable Hyperlinks in Email
Hi, We are having an issue when using HTML-enabled tickets. In particular,if a ticket is e-mailed containing HTML, the global QCTTransaction template (which adds the footer information about the ticket with a linkto the ticket) is not applied. If we disable HTML for the queue, it works just fine. If we send an e-mail in plain text with HTML-enabled on the queue, it works just fine. But, if we send an HTML e-mail with HTML-enabled on the queue, then the QCTTransaction footer is not added to (or maybe not visible in) the outgoing e-mail (this is anytime, both on create and on later transactions). Is this something that can be fixed? Thanks for the help! Thanks Ashish ___ 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
