Re: [rt-users] help in creating Scrips (Nagios autoclose)
You've got a dash (-) character in your regex which doesn't appear in the
subject line of the mail.
Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+) \*\*/
^
Which might have something to do with it?
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Monday 02 November 2009 12:00:07 Rodolphe ALT wrote:
Hi all,
I am trying create a scrip in RT3 for close automaticly the tickets from
Nagios alert.
I am working from the scrips AutoCloseOnNagiosRecoveryMessages - RT
Integration from website
http://exchange.nagios.org/directory/Addons/Helpdesk-and-Ticketing/RT/AutoCloseOnNagiosRecoveryMessages-%252D-RT-Integration/details
http://wiki.bestpractical.com/view/AutoCloseOnNagiosRecoveryMessages
goog_1257158193783
https://wiki.koumbit.net/RequestTracker/NagiosBridge
But with RT3 3.8.6 and Nagios 3.2, The subject of the email is not analyzed
correctly.
I mean when I have enabled debug log and this is a log messages like :
[Mon Nov 2 10:30:33 2009] [debug]: Committing scrip #14 on txn #397 of
ticket #46 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Mon Nov 2 10:30:33 2009] [debug]: Message Lancement Scrip 14 ((eval
2528):12)
[Mon Nov 2 10:30:33 2009] [debug]: Found a recovery msg: ((eval 2528):21)
[Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 45 ((eval 2528):36)
[Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 46 ((eval 2528):36)
[Mon Nov 2 10:30:33 2009] [debug]: Boucle 14 : 27 ((eval 2528):36)
And that' all. not Merging ticket !
in scrip, I think this is the line who detect not the ticket :
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+)
\*\*/ ) {
I have tested also without success :
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
And the email subject is like :
** PROBLEM Service Alert: srv08.athome.local/Portail is CRITICAL **
** RECOVERY Service Alert: srv08.athome.local/Portail is OK **
Can you help me to resolve this code ?
Thanks,
Regards,
Rodolphe
ALL CODE of actual scrip is here :
# If the subject of the ticket matches a pattern suggesting
# that this is a Nagios RECOVERY message AND there is
# an existing ticket (open or new) in the General queue with a matching
# problem description, (that is not this ticket)
# merge this ticket into that ticket
#
# Based on http://marc.free.net.ph/message/20040319.180325.27528377.en.html
my $problem_desc = undef;
my $report_type = undef;
$RT::Logger-debug(Message Lancement Scrip 14);
my $Transaction = $self-TransactionObj;
my $subject = $Transaction-Attachments-First-GetHeader('Subject');
if ($subject =~ /\*\* RECOVERY (.*) OK \*\*/) {
# This looks like a nagios recovery message
$report_type = $1;
$problem_desc = $3;
$RT::Logger-debug(Found a recovery msg: $problem_desc);
} else {
$RT::Logger-debug(Not a recovery msg: $problem_desc);
return 1;
}
# Ok, now let's merge this ticket with it's PROBLEM msg.
my $search = RT::Tickets-new($RT::SystemUser);
$search-LimitQueue(VALUE = 'General');
$search-LimitStatus(VALUE = 'new', OPERATOR = '=', ENTRYAGGREGATOR =
'or');
$search-LimitStatus(VALUE = 'open', OPERATOR = '=');
if ($search-Count == 0) { return 1; }
my $id = undef;
while (my $ticket = $search-Next) {
$RT::Logger-debug(Boucle 14 : .($ticket-Id));
# Ignore the ticket that opened this transation (the recovery one...)
next if $self-TicketObj-Id == $ticket-Id;
# Look for nagios PROBLEM warning messages...
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+(?:\s*\d+)?) - (.*) is (\w+)
\*\*/ ) {
if ($2 eq $problem_desc){
# Aha! Found the Problem TICKET corresponding to this RECOVERY
# ticket
$id = $ticket-Id;
# Nagios may send more then one PROBLEM message, right?
$RT::Logger-debug(Merging ticket . $self-TicketObj-Id .
into $id because of OA number match.);
$self-TicketObj-MergeInto($id);
# Keep looking for more PROBLEM tickets...
$RT::Logger-debug(Scrip 14 : 1 ticket trouvé $ticket-Id avec
la régle 1!);
}
}
if ( $ticket-Subject =~ /\*\* PROBLEM (\w+) - (.*) (\w+) \*\*/ ) {
$RT::Logger-debug(Scrip 14 : 1 ticket trouvé $ticket-Id avec la
régle 2!);
}
}
$id || return 1;
if ($report_type eq RECOVERY) {
# Auto-close/resolve this whole thing
$self-TicketObj-SetStatus( resolved );
#$Ticket-_Set(Field = 'Status', Value = 'resolved', RecordTransaction =
0);
}
1;
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Re: [rt-users] re-initilaize rt database
Yes, read the answer you replied to: On Mon, Jul 20, 2009 at 08:26:38AM -0400, testwreq wreq wrote: If you just want to lose the tickets (but want to keep the users/rights/queues) you want to investigate the rt-shredder tool in your rt's sbin dir -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Monday 20 July 2009 15:36:09 testwreq wreq wrote: Will I loose user, rights and queues with initialize database? I do want to keep all user rights etc. we have make custom scripts and templates on queues. I do not want to loose them. I only want to delete all tickets from 1-200 and start from #1 again. rgds, rt On Mon, Jul 20, 2009 at 9:30 AM, Kevin Falcone falc...@bestpractical.comwrote: On Mon, Jul 20, 2009 at 08:26:38AM -0400, testwreq wreq wrote: Hello RT Gurus: We installed RT 3.8.4 and did some testing. We have around 200 test tickets which we would like to completely delete from RT. Is there any way to do this? Our RT installation is on mysql. If you want a totally clean database, from your install directory run make dropdb; make initdb If you just want to lose the tickets (but want to keep the users/rights/queues) you want to investigate the rt-shredder tool in your rt's sbin dir -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] scrip creating multiple (5?) approvals
Bingo - thanks Jon, that did it!
I notice the Transaction description in the glossary is not so helpful:
http://wiki.bestpractical.com/view/RTGlossary
transaction (definition needed)
Description anyone ?-)
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Friday 27 March 2009 19:53:25 Jon Baker wrote:
That looks to me that you're going to execute that approval script for
every transaction that occurs in the ticket.
Test for
lc($self-TransactionObj-Type) eq create
to only fire the event when the ticket is created.
Condition: User Defined
my $ticket= $self-TicketObj;
if ( $ticket-FirstCustomFieldValue('ticketType') =~ /change
request/i ) {
return 1;
} else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
return 1;
I create a ticket of type 'change request' and recieve 5 identical
approvals
for the originating ticket. Anyone have any bright suggestions as to
why...?
--
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656
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Re: [rt-users] Custom Field select boxes erroneously displayed as multi-select...?
Hi Ken,
That did it (perfect) thanks very much indeed!
On Thursday 26 March 2009 19:04:44 Jesse wrote:
I'll quibble with incorrect - Though I'd be very happy if this were
per-field settable.
I concede on your quibble, although it would seem like a useful
changable default setting on the customField creation page.
Patch anyone ?-)
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Thursday 26 March 2009 19:52:09 Ken Crocker wrote:
Richard,
I was given the following code to modify the way Custom Fileds are
presented:
# To modify the way certain Custom Fields are set up for entering data,
# the following code should be *added* after line #76 and before the
last return
# command in the directory
/$RTHOME/rt-3.6.4/local/html/Elements/*EditCustomField
#
***
if ($Type eq Text)
{
$Rows = 8;
$Cols = 50;
}
elsif ($Type eq Wikitext)
{
$Rows = 8;
$Cols = 50;
}
elsif ($Type eq Select and $MaxValues == 1)
{
$Rows = 1;
$Cols = 30;
}
Hope this helps.
Kenn
LBNL
On 3/26/2009 10:37 AM, Richard Foley wrote:
Hi Ken,
Yes please, that sounds perfect :-)
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[rt-users] scrip creating multiple (5?) approvals
Hi folks,
I have a template to create an approval ticket in rt 3.8.2:
===Create-Ticket: Change Request Approval
Subject: CR Approval for: {$Tickets{TOP}-Id} - {$Tickets{TOP}-Subject}
Refers-To: TOP
Queue: ___Approvals
Requestors: {$Tickets{TOP}-Requestors}
Depended-On-By: TOP
Type: approval
Content-Type: text/plain
Due: {time + 86400}
Content: ...
ENDOFCONTENT
I have a scrip to trigger said approval creation:
Condition: User Defined
my $ticket= $self-TicketObj;
if ( $ticket-FirstCustomFieldValue('ticketType') =~ /change request/i
) {
return 1;
} else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
return 1;
I create a ticket of type 'change request' and recieve 5 identical approvals
for the originating ticket. Anyone have any bright suggestions as to why...?
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
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Re: [rt-users] scrip creating multiple (5?) approvals
I believe I have 5 Custom Fields enabled and I wonder if this might have
something to do with the 5 created approvals...?
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Friday 27 March 2009 16:30:58 Richard Foley wrote:
Hi folks,
I have a template to create an approval ticket in rt 3.8.2:
===Create-Ticket: Change Request Approval
Subject: CR Approval for: {$Tickets{TOP}-Id} - {$Tickets{TOP}-Subject}
Refers-To: TOP
Queue: ___Approvals
Requestors: {$Tickets{TOP}-Requestors}
Depended-On-By: TOP
Type: approval
Content-Type: text/plain
Due: {time + 86400}
Content: ...
ENDOFCONTENT
I have a scrip to trigger said approval creation:
Condition: User Defined
my $ticket= $self-TicketObj;
if ( $ticket-FirstCustomFieldValue('ticketType') =~ /change request/i
) {
return 1;
} else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
return 1;
I create a ticket of type 'change request' and recieve 5 identical approvals
for the originating ticket. Anyone have any bright suggestions as to
why...?
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
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Re: [rt-users] RT + Exchange 2003
Maybe an example of the full 'bounce' message, (headers included), would be helpful for the rt-mail people on the list? -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 27 March 2009 19:21:41 Gary Greene wrote: Does anyone have a recipe for getting RT working correctly with Exchange 2003? I've the AD, and messages send FROM the RT system, however I get bounces when replying TO messages. I'll document the whole process on the wiki once I verify it is working. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Tel: (408) 240-1239 Cell: (650) 704-6633 ___ 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 creating multiple (5?) approvals
Hi Jon,
Thanks very much for that tip.
I believe I'd tried various variations of On Create, User Defined, Create
Tickets, etc. etc. before deciding that this was at least somewhere close to
what I'd intended. I think I'm missing something about the context.
Thanks again, and I'll take a proper look once I get back on the system
shortly.
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Friday 27 March 2009 19:53:25 Jon Baker wrote:
That looks to me that you're going to execute that approval script for
every transaction that occurs in the ticket.
Test for
lc($self-TransactionObj-Type) eq create
to only fire the event when the ticket is created.
Condition: User Defined
my $ticket= $self-TicketObj;
if ( $ticket-FirstCustomFieldValue('ticketType') =~ /change
request/i ) {
return 1;
} else {
return 0;
}
Custom action preparation code:
return 1;
Custom action cleanup code:
return 1;
I create a ticket of type 'change request' and recieve 5 identical
approvals
for the originating ticket. Anyone have any bright suggestions as to
why...?
--
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656
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[rt-users] Custom Field select boxes erroneously displayed as multi-select...?
Hi folks, I have a bunch of custom field select box popups, (a single selection from several possible pre-defined values), and they all display like multi-select popups. The point is they look like multi-select popups, even though the behaviour is correctly single-select. What I am looking for is a way to force these select popups to look like single-select popup menus. Is there an obvious switch somewhere which defines this (currently incorrect) display behaviour, which I'm missing, does anyone know, please? TIA. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom Field select boxes erroneously displayed as multi-select...?
Hi Ken, Yes please, that sounds perfect :-) -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Thursday 26 March 2009 18:11:03 Ken Crocker wrote: Richard, I have some code that some generous person on this list gave me for turning Select CF's into drop-down boxes. Would that help? Kenn LBNL On 3/26/2009 5:21 AM, Richard Foley wrote: Hi folks, I have a bunch of custom field select box popups, (a single selection from several possible pre-defined values), and they all display like multi-select popups. The point is they look like multi-select popups, even though the behaviour is correctly single-select. What I am looking for is a way to force these select popups to look like single-select popup menus. Is there an obvious switch somewhere which defines this (currently incorrect) display behaviour, which I'm missing, does anyone know, please? TIA. ___ 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] Shredder in 3.8.2
Hi Jim, Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Looks to me as though that should work: # ps -ef | grep apache ... www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k # ls -lR /usr/local/rt/var/data: ... drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder 1. Have you restarted your apache? 2. Have you tried being pedantic and checking each and every directory above there too? ls -d /usr ls -d /usr/local ls -d /usr/local/rt ls -d /usr/local/rt/var ls -d /usr/local/rt/var/data ls -d /usr/local/rt/var/data/RT_Shredder -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Sunday 08 March 2009 18:54:52 Jim Tambling wrote: Hi again, greyarea jim # ls -lR /usr/local/rt/var/data /usr/local/rt/var/data: total 4 drwxrwsrwx 2 www-data staff 4096 2009-02-19 10:52 RT_Shredder /usr/local/rt/var/data/RT_Shredder: total 0 Thanks, Jim -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 07 March 2009 08:44 To: rt-us...@bestpractical.com Cc: Jim Tambling; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 It might help to use a couple of different commands, please try these two: groups www-data ls -lR /usr/local/rt/var/data -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 06 March 2009 17:46:50 Jim Tambling wrote: Hi, greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ total 0 greyarea jim # ps -ef | grep apache2 root 3889 1 0 13:57 ?00:00:06 /usr/sbin/apache2 -k start root 3898 11198 0 13:57 pts/700:00:00 tail -f /var/log/apache2/error.log root 5862 32163 0 12:36 pts/100:00:00 tail -f /var/log/apache2/error.log root 18192 935 0 14:33 pts/400:00:00 tail -F /var/log/apache2/error.log www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22740 3889 0 16:19 ?00:00:05 /usr/sbin/apache2 -k start www-data 22741 3889 0 16:19 ?00:00:04 /usr/sbin/apache2 -k start www-data 22742 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22743 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22765 3889 0 16:19 ?00:00:02 /usr/sbin/apache2 -k start www-data 25089 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start www-data 25090 3889 0 16:26 ?00:00:01 /usr/sbin/apache2 -k start www-data 25091 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start root 31666 984 0 16:42 pts/200:00:00 grep apache2 -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 06 March 2009 13:24 To: Jim Tambling Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 On Friday 06 March 2009 14:04:17 Jim Tambling wrote: Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Am I missing something? Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the groups command against the RT user, something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: 03/06/09 07:20:00 ___ 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] Shredder in 3.8.2
It might help to use a couple of different commands, please try these two: groups www-data ls -lR /usr/local/rt/var/data -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Friday 06 March 2009 17:46:50 Jim Tambling wrote: Hi, greyarea jim # ls -l /usr/local/rt/var/data/RT_Shredder/ total 0 greyarea jim # ps -ef | grep apache2 root 3889 1 0 13:57 ?00:00:06 /usr/sbin/apache2 -k start root 3898 11198 0 13:57 pts/700:00:00 tail -f /var/log/apache2/error.log root 5862 32163 0 12:36 pts/100:00:00 tail -f /var/log/apache2/error.log root 18192 935 0 14:33 pts/400:00:00 tail -F /var/log/apache2/error.log www-data 22739 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22740 3889 0 16:19 ?00:00:05 /usr/sbin/apache2 -k start www-data 22741 3889 0 16:19 ?00:00:04 /usr/sbin/apache2 -k start www-data 22742 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22743 3889 0 16:19 ?00:00:03 /usr/sbin/apache2 -k start www-data 22765 3889 0 16:19 ?00:00:02 /usr/sbin/apache2 -k start www-data 25089 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start www-data 25090 3889 0 16:26 ?00:00:01 /usr/sbin/apache2 -k start www-data 25091 3889 0 16:26 ?00:00:02 /usr/sbin/apache2 -k start root 31666 984 0 16:42 pts/200:00:00 grep apache2 -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 06 March 2009 13:24 To: Jim Tambling Cc: rt-users@lists.bestpractical.com; rt-us...@bestpractical.com Subject: Re: [rt-users] Shredder in 3.8.2 On Friday 06 March 2009 14:04:17 Jim Tambling wrote: Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Am I missing something? Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the groups command against the RT user, something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.0.237 / Virus Database: 270.11.8/1987 - Release Date: 03/06/09 07:20:00 ___ 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] Shredder in 3.8.2
On Friday 06 March 2009 14:04:17 Jim Tambling wrote: Hi I am trying to get shredder working, I have created the directory and made it writable by www-data but I still get an error; Shredder needs a directory to write dumps to. Please check that you have span class=file-path/usr/local/rt/var/data/RT-Shredder/span and it is writable by your web server. Am I missing something? Maybe www-data is the wrong user/group - please post the result of: ls -l /usr/local/rt/var/data/RT-Shredder and (for apache or httpd): ps -ef | grep httpd and the results of running the groups command against the RT user, something _like_ this might do it: groups rtuser -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] closing out spam tickets - button - queue
On Thursday 08 January 2009 16:02:28 Jerrad Pierce wrote: hmm. okay. I don't know how to do bulk updates, I guess I can learn. So far we get two spams/day into the ticket system, so it hasn't been that big a deal yet. It's just a link at the top of any search results page. I don't know if this helps, but I think what Jerrad means is: 1. Look at the search results page (with Search/Results.html in the url). 2. Click the Bulk Update link in the menu at the top of the page. 3. Select the appropriate (spam queue) entry from the Make queue popup. 4. Click the Update button. Voila. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] RTx::WorkflowBuilder is now available on CPAN
On Tuesday 24 February 2009 12:42:15 Chia-liang Kao wrote: Hi, RTx::WorkflowBuilder is a tool that helps you configure multi-stage approval workflow in rt. It is now available at http://search.cpan.org/dist/RTx-WorkflowBuilder/. Hi Chia-liang, This is straightforward for simple and for cascading approvals. Good work! -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] RTx::WorkflowBuilder - Can't call method HasUnresolvedDependencies on an undefined value
On Friday 27 February 2009 10:45:46 Chia-liang Kao wrote: ok, so at which stage of resolving causes the issue? can you traverse the depends on link to see if it reaches to the one in question? Yes, this seems to be fine. way you look at it. I've attached a screenshot to show what I mean, I think those tickets are under refers to by: I think you're right, although it might be more intuitive to display them non-vertically-centered... -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] colorize status
On Wednesday 25 February 2009 17:29:10 Alex Young wrote: You say your file is: /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/Columnmap/ Columnmap That's wrong. Columnmap should me ColumnMap in both instances. Hi Alex, Having fixed the beginners mistake, (whoops :-] and thanks), I still have no joy. I must be doing something really daft. Perhaps I should show the directory structure I have, and why (I find) the instructions are confusing. Because the instructions refer to the 'directory just created', I have placed the statuscolor.css file in both the web2/ and the main.css/ directories, both under the html/Callbacks/MyCallbacks tree and under the html/NoAuth tree, too (one of these is clearly wrong). Please re-read the instructions to see how this can be misinterpreted - I've appended these below for reference. No doubt I'm reading this badly, but the end result is that this leaves me with the following structure: /opt/rt3/local/html # tree Callbacks/ NoAuth/ Callbacks/ `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 |-- main.css | |-- End | `-- statuscolor.css `-- statuscolor.css NoAuth/ `-- css `-- web2 |-- main.css | |-- End | `-- statuscolor.css `-- statuscolor.css Yes, I'm using the web2 theme and I've cleaned out the mason templates and restarted apache2, too, to no effect. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ * Create the directory: RTInstallationDir/local/html/Callbacks/SiteCallbacks/NoAuth/css/web2/main.css * Create the file: RTInstallationDir/local/html/Callbacks/SiteCallbacks/NoAuth/css/web2/main.css/End And in that file, put: @import statuscolor.css; * In the directory just created 'RTInstallationDir/local/html/NoAuth/css/web2' you will need to create a new file. * Name the file statuscolor.css and place the following content in it. ... ___ 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] colorize status
On Thursday 26 February 2009 14:22:56 Alex Young wrote: Hi Alex, Thanks for that, that seems very close to what I had apart from the duplicates, it's identical now, so there must be something else dozy going on. The css file is not picked up, and all my statuses continue to remain black. I might give up for the moment and come back to this later, when someone _really_ wants it... Just FYI and for reference, here's my current dir structure. /opt/rt3/local/html # tree Callbacks NoAuth Callbacks `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 `-- main.css `-- End NoAuth `-- css `-- web2 `-- statuscolor.css -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ This is what I have: /opt/rt3/local/html# tree Callbacks/ NoAuth/ Callbacks/ `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | |-- ColumnMap `-- NoAuth `-- css `-- web2 `-- main.css `-- End NoAuth/ `-- css `-- web2 `-- statuscolor.css -Original Message- From: Richard Foley [mailto:richard.fo...@rfi.net] Sent: 26 February 2009 12:55 To: Alex Young Cc: rt-users@lists.bestpractical.com; Daniel Cook Subject: Re: [rt-users] colorize status On Wednesday 25 February 2009 17:29:10 Alex Young wrote: You say your file is: /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/Columnmap/ Columnmap That's wrong. Columnmap should me ColumnMap in both instances. Hi Alex, Having fixed the beginners mistake, (whoops :-] and thanks), I still have no joy. I must be doing something really daft. Perhaps I should show the directory structure I have, and why (I find) the instructions are confusing. Because the instructions refer to the 'directory just created', I have placed the statuscolor.css file in both the web2/ and the main.css/ directories, both under the html/Callbacks/MyCallbacks tree and under the html/NoAuth tree, too (one of these is clearly wrong). Please re-read the instructions to see how this can be misinterpreted - I've appended these below for reference. No doubt I'm reading this badly, but the end result is that this leaves me with the following structure: /opt/rt3/local/html # tree Callbacks/ NoAuth/ Callbacks/ `-- MyCallbacks |-- Elements | `-- RT__Ticket | `-- ColumnMap | `-- ColumnMap `-- NoAuth `-- css `-- web2 |-- main.css | |-- End | `-- statuscolor.css `-- statuscolor.css NoAuth/ `-- css `-- web2 |-- main.css | |-- End | `-- statuscolor.css `-- statuscolor.css Yes, I'm using the web2 theme and I've cleaned out the mason templates and restarted apache2, too, to no effect. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ * Create the directory: RTInstallationDir/local/html/Callbacks/SiteCallbacks/NoAuth/css/web2 /main.css * Create the file: RTInstallationDir/local/html/Callbacks/SiteCallbacks/NoAuth/css/web2 /main.css/End And in that file, put: @import statuscolor.css; * In the directory just created 'RTInstallationDir/local/html/NoAuth/css/web2' you will need to create a new file. * Name the file statuscolor.css and place the following content in it. ... ___ 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] colorize status
On Thursday 26 February 2009 15:03:37 Alex Young wrote: I have attached the exact files I am using for you to try. Hi Alex, Thanks very much for those - they were not so very different from what I started with (apart from the dupes ;) I may go in and clarify the instructions on the wiki with my misunderstandings in mind. If you have cleared the mason cache and restarted Apache i dont know what else to suggest. I have noticed that RT doesnt reload .css files unless its had an apache restart, rather than reload. Also make sure you clear your browser cache. I did all that previously, nothing worked. Finally I was able to reinstall RT and start from scratch, which is clearly not an ideal solution, but your files then worked like a dream. Unfortunately I'm still unsure what the actual reason for this non-functionality was but am somewhat suspicious of having added a new status (pending) via RT_SiteConfig.pm. Perhaps this shouldn't have had any effect, but I'm not convinced as the approvals also appear to be behaving somewhat better now (see other thread...) Cheers. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] RTx::WorkflowBuilder is now available on CPAN
On Tuesday 24 February 2009 12:42:15 Chia-liang Kao wrote: Hi, RTx::WorkflowBuilder is a tool that helps you configure multi-stage approval workflow in rt. It is now available at http://search.cpan.org/dist/RTx-WorkflowBuilder/. Hi Chia-liang, This looks good, although it doesn't appear to work smoothly yet. 1. In your pod you have: % bin/rt−workflow PO PO‐Approval −−create Which should probably read: % bin/rt−workflow --create PO PO‐Approval 2. When I had set up the workflow within my RT_SiteConfig.pm, and run the bin/rt-workflow script to create the scrips and templates, I naturally created a ticket. Nothing happened, but I noticed in the logs there was the following entry: Found 0 scrips for TransactionBatch stage with applicable type(s) So, I changed went into: Configuration - Queues - crs - Scrips and changed Stage from Transaction Create to Transaction Batch. 3. The next time I created a ticket, the workflow/approval mechanism kicked in and the log files filled up, but no approvals were created - because of a stray character: ENDOFCONTENT (/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:669) [Thu Feb 26 14:50:29 2009] [error]: Ticket creation failed: Unrecognized character \xE2 in column 44 at template line 1. Stack: [template:1] [/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:667] [/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:366] [/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:303] [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238] [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:464] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:196] [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:175] [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:3165] [/opt/rt3/local/html/Ticket/Create.html:394] [/opt/rt3/share/html/autohandler:311] (/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:672) [Thu Feb 26 14:50:29 2009] [warning]: Exiting subroutine via next at /opt/rt3/bin/../lib/RT/Action/CreateTickets.pm line 678. (/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:678) I'm not sure which bit of which Template, or code, might be causing this error, but I think we're close to having a working Approvals system in the outside world though. What do you think? -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] RTx::WorkflowBuilder - Unrecognized character \xE2
Oh, wait a minute, there's more.
1. Going into:
Configuration - Queues - crs - Scrips
I made sure each subject line was on single line and replaced a couple of stray
dashes, (I think the \xE2 was
a − thing instead of a − thing in the auto-generated template from
bin/rt-workflow - which was installed via
the CPAN), like this:
Subject: Development Approval for: {$Tickets{TOP}-Id} −
$Tickets{TOP}-Subject}
2. Which brought me to this error:
Use of uninitialized value $content in concatenation (.) or string
at /opt/rt3/bin/../lib/RT/Action/CreateTickets.pm line 669.
Which I fudged with this:
$content = '' unless $content;
3. Which brought me to here:
[Thu Feb 26 16:50:59 2009] [debug]: Workflow: processing
create-workflow-Implemented Approval of
RT::Ticket=HASH(0x7fe03efb52f0)
(/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:360)
[Thu Feb 26 16:50:59 2009] [debug]: Workflow: evaluating
Subject: Implemented Approval for: {$Tickets{TOP}-Id} - $Tickets{TOP}-Subject}
Refers-To: TOP
Queue: ___Approvals
Owner:
Requestors: {$Tickets{TOP}-Requestors}
Depended-On-By: TOP
Type: approval
Depends-On: workflow-Tested Approval
Content-Type: text/plain
Due: {time + 86400}
Content: xxx
ENDOFCONTENT (/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:653)
[Thu Feb 26 16:50:59 2009] [debug]: Workflow: yielding
(/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:671)
[Thu Feb 26 16:50:59 2009] [debug]: not a recognised queue object.
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:279)
[Thu Feb 26 16:50:59 2009] [debug]: RT::Ticket=HASH(0x7fe03f1c0278) No queue
given for ticket creation.
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:284)
[Thu Feb 26 16:50:59 2009] [error]: Couldn't create related ticket
create-workflow-Implemented Approval for 16
Could not create ticket. Queue not set
(/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:391)
Which makes me think I must be yet closer to a working approvals system, but
still no potato in sight...sigh!
All (helpful) suggestions welcome, Chia-liang!
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Thursday 26 February 2009 16:20:49 Richard Foley wrote:
On Tuesday 24 February 2009 12:42:15 Chia-liang Kao wrote:
Hi,
RTx::WorkflowBuilder is a tool that helps you configure multi-stage
approval workflow in rt.
It is now available at http://search.cpan.org/dist/RTx-WorkflowBuilder/.
Hi Chia-liang,
This looks good, although it doesn't appear to work smoothly yet.
1. In your pod you have:
% bin/rt−workflow PO PO‐Approval −−create
Which should probably read:
% bin/rt−workflow --create PO PO‐Approval
2. When I had set up the workflow within my RT_SiteConfig.pm, and run the
bin/rt-workflow script to create the scrips and templates, I naturally
created a ticket. Nothing happened, but I noticed in the logs there was the
following entry:
Found 0 scrips for TransactionBatch stage with applicable type(s)
So, I changed went into:
Configuration - Queues - crs - Scrips
and changed Stage from Transaction Create to Transaction Batch.
3. The next time I created a ticket, the workflow/approval mechanism kicked
in
and the log files filled up, but no approvals were created - because of a
stray character:
ENDOFCONTENT (/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:669)
[Thu Feb 26 14:50:29 2009] [error]: Ticket creation failed: Unrecognized
character \xE2 in column 44 at template line 1.
Stack:
[template:1]
[/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:667]
[/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:366]
[/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:303]
[/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238]
[/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:464]
[/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:196]
[/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:175]
[/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:3165]
[/opt/rt3/local/html/Ticket/Create.html:394]
[/opt/rt3/share/html/autohandler:311]
(/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:672)
[Thu Feb 26 14:50:29 2009] [warning]: Exiting subroutine via next
at /opt/rt3/bin/../lib/RT/Action/CreateTickets.pm line 678.
(/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:678)
I'm not sure which bit of which Template, or code, might be causing this
error, but I think we're close to having a working Approvals system in the
outside world though. What do you think?
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
___
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
Re: [rt-users] RTx::WorkflowBuilder - Can't call method HasUnresolvedDependencies on an undefined value
Hi Chia-liang et al,
It transpires the approval ticket is actually created, although I am unable to
see it unless I look up the id directly, even though my user currently has
every right imaginable. Further, when I reject the (hidden) approval, this
appears to be succesful. However, when I resolve the (still hidden)
approval, I see the following error:
System error
error: Can't call method HasUnresolvedDependencies on an undefined
value
at /opt/rt3/bin/../local/lib/RT/Approval/Rule/Passed.pm line 35.
context:
...
31:
32: $obj-SetStatus( Status = 'open', Force = 1 );
33: }
34:
35: my $passed = !$top-HasUnresolvedDependencies( Type = 'approval' );
36: my $template = $self-GetTemplate(
37: $passed ? 'All Approvals Passed' : 'Approval Passed',
38: TicketObj = $top,
39: Approval = $self-TicketObj,
...
code stack: /opt/rt3/bin/../local/lib/RT/Approval/Rule/Passed.pm:35
/opt/rt3/bin/../lib/RT/Ruleset.pm:73
/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:189
/opt/rt3/bin/../lib/RT/Record.pm:1456
/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:3259
/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:2961
/opt/rt3/bin/../lib/RT/Record.pm:898
/opt/rt3/bin/../lib/RT/Interface/Web.pm:940
/opt/rt3/bin/../lib/RT/Interface/Web.pm:1052
/opt/rt3/share/html/Ticket/Modify.html:82
/opt/rt3/share/html/autohandler:311
raw error
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Thursday 26 February 2009 17:52:52 Richard Foley wrote:
Oh, wait a minute, there's more.
1. Going into:
Configuration - Queues - crs - Scrips
I made sure each subject line was on single line and replaced a couple of
stray dashes, (I think the \xE2 was
a − thing instead of a − thing in the auto-generated template from
bin/rt-workflow - which was installed via
the CPAN), like this:
Subject: Development Approval for: {$Tickets{TOP}-Id} −
$Tickets{TOP}-Subject}
2. Which brought me to this error:
Use of uninitialized value $content in concatenation (.) or string
at /opt/rt3/bin/../lib/RT/Action/CreateTickets.pm line 669.
Which I fudged with this:
$content = '' unless $content;
3. Which brought me to here:
[Thu Feb 26 16:50:59 2009] [debug]: Workflow: processing
create-workflow-Implemented Approval of
RT::Ticket=HASH(0x7fe03efb52f0)
(/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:360)
[Thu Feb 26 16:50:59 2009] [debug]: Workflow: evaluating
Subject: Implemented Approval for: {$Tickets{TOP}-Id} -
$Tickets{TOP}-Subject}
Refers-To: TOP
Queue: ___Approvals
Owner:
Requestors: {$Tickets{TOP}-Requestors}
Depended-On-By: TOP
Type: approval
Depends-On: workflow-Tested Approval
Content-Type: text/plain
Due: {time + 86400}
Content: xxx
ENDOFCONTENT (/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:653)
[Thu Feb 26 16:50:59 2009] [debug]: Workflow: yielding
(/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:671)
[Thu Feb 26 16:50:59 2009] [debug]: not a recognised queue object.
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:279)
[Thu Feb 26 16:50:59 2009] [debug]: RT::Ticket=HASH(0x7fe03f1c0278) No queue
given for ticket creation.
(/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:284)
[Thu Feb 26 16:50:59 2009] [error]: Couldn't create related ticket
create-workflow-Implemented Approval for 16
Could not create ticket. Queue not set
(/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:391)
Which makes me think I must be yet closer to a working approvals system, but
still no potato in sight...sigh!
All (helpful) suggestions welcome, Chia-liang!
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Thursday 26 February 2009 16:20:49 Richard Foley wrote:
On Tuesday 24 February 2009 12:42:15 Chia-liang Kao wrote:
Hi,
RTx::WorkflowBuilder is a tool that helps you configure multi-stage
approval workflow in rt.
It is now available at http://search.cpan.org/dist/RTx-WorkflowBuilder/.
Hi Chia-liang,
This looks good, although it doesn't appear to work smoothly yet.
1. In your pod you have:
% bin/rt−workflow PO PO‐Approval −−create
Which should probably read:
% bin/rt−workflow --create PO PO‐Approval
2. When I had set up the workflow within my RT_SiteConfig.pm, and run the
bin/rt-workflow script to create the scrips and templates, I naturally
created a ticket. Nothing happened, but I noticed in the logs there was
the
following entry:
Found 0 scrips for TransactionBatch stage with applicable type(s)
So, I changed went into:
Configuration - Queues - crs - Scrips
and changed Stage from Transaction Create to Transaction Batch.
3. The next time I created a ticket, the workflow/approval mechanism
kicked in
and the log files filled up, but no approvals were created - because of a
stray character:
ENDOFCONTENT (/opt/rt3/bin/../lib/RT/Action/CreateTickets.pm:669
Re: [rt-users] RTx::WorkflowBuilder - Can't call method HasUnresolvedDependencies on an undefined value
On Thursday 26 February 2009 19:19:18 Jesse Vincent wrote: On Thu 26.Feb'09 at 19:17:28 +0100, Richard Foley wrote: Hi Chia-liang et al, It transpires the approval ticket is actually created, although I am unable to see it unless I look up the id directly, even though my user currently has every right imaginable. Approval tickets are of type approval - They're supposed to be hidden from the normal UI and visible only under the Approvals tab. I hear you, I suspect it's a rights issue which I have yet to resolve. The erroneous characters were I suspect responsible for a lot of hidden mischief, and have reinstalled from scratch and with a much cleaner environment things are looking a lot better, thanks. If I actually get this up and running I might even be tempted to take a stab at a clear walk through descr. on the wiki. At the moment there are three or four separate pages for the approval system... Further, when I reject the (hidden) approval, this appears to be succesful. However, when I resolve the (still hidden) approval, I see the following error: I'm going to defer to CL on this one. Currently this, (HasUnresolvedDependencies - undefined value), is the only outstanding issue. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] colorize status
Strangely, it doesn't help when I do this either: ls -l /opt/rt3/local/html/Callbacks/MyCallbacks/NoAuth/css/web2/main.css insgesamt 8 -rw-r--r-- 1 qa_admin rt 28 25. Feb 17:03 End -rw-rw-r-- 1 qa_admin rt 390 25. Feb 16:09 statuscolor.css -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] colorize status
Hi,
The code at http://wiki.bestpractical.com/view/ShowStatusInColor doesn't work
for me. Possibly because the directories are confusingly
discussed. I've got 3 files:
#
/opt/rt3/local/html/Callbacks/MyCallbacks/Elements/RT__Ticket/Columnmap/Columnmap
%INIT
sub statusInColor {
my $Ticket = shift;
my $status = $Ticket-Status;
my $css = status . lc $status;
my $LastUpdater = $Ticket-LastUpdatedByObj-EmailAddress;
my $TicketRequestors = $Ticket-Requestors-MemberEmailAddressesAsString;
my $TicketCC = $Ticket-Cc-MemberEmailAddressesAsString;
if (($TicketRequestors =~ $LastUpdater) || ($TicketCC =~ $LastUpdater))
{
$css = status . lc reply;
$status = div class=\$css\$status REP/div;
}
else {
$status = div class=\$css\$status/div;
}
return \$status;
}
$COLUMN_MAP-{Status}-{value} = \statusInColor;
/%INIT
%ARGS
$COLUMN_MAP = undef
/%ARGS
# /opt/rt3/local/html/NoAuth/css/web2/End
@import statuscolor.css;
# /opt/rt3/local/html/NoAuth/css/web2/statuscolor.css
/* Status Colours */
.statusnew {
color: #bb;
text-align: left;
font-weight: bold;
}
.statusopen {
color: #bb;
text-align: left;
font-weight: bold;
}
.statusreply {
color: #00bb00;
text-align: left;
font-weight: bold;
}
.statusresolved {
color: #88;
text-align: left;
font-weight: bold;
}
.statusrejected {
color: #88;
text-align: left;
font-weight: bold;
}
If I clean out my mason cache and restart my server, I still don't see the css
status values being picked up. Any hints as to where I might
be going astray here, anyone?
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Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
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Re: [rt-users] Approvals in 3.8.2 - availability?
On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote: We are in the process of releasing a RT extension called WorkflowBuilder Any sign of this anywhere any of the great unwashed can get it, it doesn't seem to be on the CPAN...? -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] Approvals status open-resolved RTx-WorkflowBuilder?
Hi Chia-liang,
Ok, thanks for the reply and the patch to prove your point, even though this
doesn't work for me. I believe that the internal approval system is assuming
certain things about the tickets its handling, such as that the approval will
be created along with the initial ticket, instead of possibly on an arbitrary
status change, thus the initial state of the original ticket will not be new
at all, but possibly pending, or resolved, or whatever. As soon as the
expected sequence of statuses is disturbed, the approval flow appears to fail
to work as expected. I think this is going to catch a lot of people out.
Perhaps RTx-WorkflowBuilder will be a more generic solution?
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Saturday 14 February 2009 02:22:46 Chia-liang Kao wrote:
Richard,
Richard Foley Richard.Foley at rfi.net writes:
Hi Chia-liang,
Ok, so now I've got this:
if ($passed) {
$top-SetStatus( Status = 'resolved', Force = 1 );
$self-RunScripAction('Notify Owner', 'Approval Ready for Owner',
TicketObj = $top);
}
the change seems to work for me. Here's the change to the test in
t/approval/basic.t that demostrates the original ticket got set to resolved
upon all approval passed:
http://fsck.com/~clkao/rt-approval-autoresolve.patch
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http://www.rfi.net/
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Re: [rt-users] Approvals in 3.8.2 ??? -availability- ???
On Friday 13 February 2009 15:10:38 Chia-liang Kao wrote: We are in the process of releasing a RT extension called WorkflowBuilder Any sign of this anywhere? I'm trying to avoid re-inventing the wheel here... -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] Approvals in 3.8.2 ??? -availability- ???
On Monday 23 February 2009 14:07:37 Chia-liang Kao wrote: http://code.bestpractical.com/bps-public/RTx-WorkflowBuilder/, I approve when the test suite is larger than the code ;-) Cheers Chia-liang! I'll take a look and see if this helps us. Any idea how long before a formal release is expected? -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] Approvals status open-resolved
Hi all, I'm using RT 3.8.2 to set up approvals, and I'd like the approval process to set the ticket status to resolved, instead of open. I'm setting the status to pending inbetween times, and I'd like to get to resolved without RT ignoring me :-) To which end I have fudged the code temporarily like this: # /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80: # $obj-SetStatus( Status = 'open', Force = 1 ); $obj-SetStatus( Status = 'resolved', Force = 1 ); Only the ticket is still set to open! The target ticket is happily marked as rejected or open, but I'm unable to get it to choose resolved... I've also tried this with local/ with no more luck - anyone have a better idea, please? -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Approvals status open-resolved
Hi Chia-liang,
Ok, so now I've got this:
if ($passed) {
$top-SetStatus( Status = 'resolved', Force = 1 );
$self-RunScripAction('Notify Owner', 'Approval Ready for Owner',
TicketObj = $top);
}
and nothing happens...
?-\
What I have is:
1. The original ticket status changed from new to pending via a Scrip.
2. The generated approval ticket has an automatic status of open.
3. When I Approve the approval ticket, (which sets itself to resolved),
4. I want the original ticket to get a status of resolved also, but it does
nothing currently.
--
Richard Foley
Ciao - shorter than aufwiedersehen
http://www.rfi.net/
On Friday 13 February 2009 16:46:19 Chia-liang Kao wrote:
Richard Foley Richard.Foley at rfi.net writes:
Hi all,
I'm using RT 3.8.2 to set up approvals, and I'd like the approval process
to
set the ticket status to resolved, instead of open. I'm setting the
status to pending inbetween times, and I'd like to get to resolved
without RT ignoring me To which end I have fudged the code temporarily
like this:
Do you mean the status of the ticket pending approval? the code you changed
is
for setting the status for the approvals of next level to open. If you
want
to change the status of the top ticket, you want to do that in the if
($passed) section, and do SetStatus on $top.
# /opt/rt3/lib/RT/Approval/Rule/Passed.pm:line 80:
# $obj-SetStatus( Status = 'open', Force = 1 );
$obj-SetStatus( Status = 'resolved', Force = 1 );
Only the ticket is still set to open!
The target ticket is happily marked as rejected or open, but I'm
unable to
get it to choose resolved... I've also tried this with local/ with no
more
luck - anyone have a better idea, please?
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Re: [rt-users] RT3 and ITIL
On Friday 09 January 2009 14:44:12 Jesse Vincent wrote: can RT3 be made ITIL-compliant? According to the ITIL specification (as of the last time I read it), the answer is tools can not be made ITIL compliant. An organization can use tools to implement ITIL-compliant processes. Various RT users over the past few years have told us privately and on rt-users/rt-devel that they use RT to implement ITIL-compliant processes. Given that RT has the built-in ability to customize workflows through Scrips etc., presumably it can handle nearly any type of process demanded of it. The problem is probably going to be defining what the process requirements actually are. I find managers big on demanding conformity to standards and then, when pressed, surprisingly vague on defining what that standard consists of. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] RT3 and ITIL
On Friday 09 January 2009 15:46:52 Rainer Duffner wrote: Mike Peachey schrieb: Jesse Vincent wrote: Does your boss know which of the ITIL areas/practices/functions he's looking to implement? Sorry.. I *HAVE* to chip in here having been on the receiving end before: Does your boss know what ITIL means? I'm not sure. ;-) Maybe he just wants to go with a commercial package. If your boss really wants to throw some money at a solution, (if that will make him/her feel better, I'm sure you can get RT installed and customized via the people who develop it: http://bestpractical.com/services/installation.html -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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] fixdeps errors: DBD::SQLite and DBIx::SearchBuilder
Hi Joseph, It looks like DBD::SQLite is your problem - try installing that by hand first. It's not really RT's fault that a dependency module breaks on your particular system, and installing everything via CPAN is the most generic way to go. Once DBD::SQLite is succesfully installed then, and only then, try the 'make fixdeps' command again. Failed Test Stat Wstat Total Fail List of Failed --- t/06error.t011 22 2 t/07busy.t 011 88 5-8 Failed 2/29 test scripts. 5/463 subtests failed. Files=29, Tests=463, 7 wallclock secs ( 1.48 cusr + 1.45 csys = 2.93 CPU) Failed 2/29 test programs. 5/463 subtests failed. make[1]: *** [test_dynamic] Error 255 make[1]: Leaving directory `/root/.cpan/build/DBD-SQLite-1.14-6O4X44' MSERGEANT/DBD-SQLite-1.14.tar.gz /usr/bin/make test -- NOT OK -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ On Tuesday 30 December 2008 21:41:58 Joseph Spenner wrote: --- On Tue, 12/30/08, Jesse Vincent je...@bestpractical.com wrote: From: Jesse Vincent je...@bestpractical.com Subject: Re: [rt-users] fixdeps errors: DBD::SQLite and DBIx::SearchBuilder To: Joseph Spenner joseph85...@yahoo.com Cc: rt-users@lists.bestpractical.com Date: Tuesday, December 30, 2008, 12:35 PM When trying to manually install DBD::SQLite, I see: MSERGEANT/DBD-SQLite-1.14.tar.gz /usr/bin/make test -- NOT OK Can you perhaps send the list the actual errors you got? Yes. Here is the total output: r...@tuxtrack:/space/rt-packages/rt-3.8.1# r...@tuxtrack:/space/rt-packages/rt-3.8.1# make fixdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --install --with-mysql --with-fastcgi perl: =5.8.3(5.10.0)...found users: rt group (apache)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found CLI dependencies: Term::ReadKey...found Getopt::Long = 2.24...found HTTP::Request::Common...found Term::ReadLine...found Text::ParseWords...found LWP...found CORE dependencies: Class::ReturnValue = 0.40...found Text::Quoted = 2.02...found CSS::Squish = 0.06...found Encode = 2.13...found Module::Versions::Report = 1.05...found MIME::Entity = 5.425...found DBI = 1.37...found Locale::Maketext::Lexicon = 0.32...found Devel::StackTrace = 1.19...found Digest::base...found Time::ParseDate...found File::Temp = 0.18...found Locale::Maketext = 1.06...found Tree::Simple = 1.04...found Text::Template...found Scalar::Util...found HTML::Scrubber = 0.08...found File::Spec = 0.8...found Calendar::Simple...found DBIx::SearchBuilder = 1.54...MISSING Mail::Mailer = 1.57...found File::ShareDir...found Regexp::Common...found Digest::MD5 = 2.27...found HTML::Entities...found Cache::Simple::TimedExpiry...found File::Glob...found Locale::Maketext::Fuzzy...found Time::HiRes...found Text::Wrapper...found Log::Dispatch = 2.0...found UNIVERSAL::require...found Email::Address...found Install module DBIx::SearchBuilder Going to read /root/.cpan/Metadata Database was generated on Tue, 30 Dec 2008 16:26:51 GMT Running install for module 'DBIx::SearchBuilder' 'YAML' not installed, falling back to Data::Dumper and Storable to read prefs '/root/.cpan/prefs' Running make for J/JE/JESSE/DBIx-SearchBuilder-1.54.tar.gz CPAN: Digest::SHA loaded ok (v5.45) CPAN: Compress::Zlib loaded ok (v2.008) Checksum for /root/.cpan/sources/authors/id/J/JE/JESSE/DBIx-SearchBuilder-1.54.tar.gz ok DBIx-SearchBuilder-1.54/ DBIx-SearchBuilder-1.54/Changes DBIx-SearchBuilder-1.54/ex/ DBIx-SearchBuilder-1.54/ex/create_tables.pl DBIx-SearchBuilder-1.54/ex/Example/ DBIx-SearchBuilder-1.54/ex/Example/Model/ DBIx-SearchBuilder-1.54/ex/Example/Model/Address.pm DBIx-SearchBuilder-1.54/ex/Example/Model/Employee.pm DBIx-SearchBuilder-1.54/inc/ DBIx-SearchBuilder-1.54/inc/Module/ DBIx-SearchBuilder-1.54/inc/Module/AutoInstall.pm DBIx-SearchBuilder-1.54/inc/Module/Install/ DBIx-SearchBuilder-1.54/inc/Module/Install/AutoInstall.pm DBIx-SearchBuilder-1.54/inc/Module/Install/Base.pm DBIx-SearchBuilder-1.54/inc/Module/Install/Include.pm DBIx-SearchBuilder-1.54/inc/Module/Install/Makefile.pm DBIx-SearchBuilder-1.54/inc/Module/Install/Metadata.pm DBIx-SearchBuilder-1.54/inc/Module/Install.pm DBIx-SearchBuilder-1.54/Makefile.PL DBIx-SearchBuilder-1.54/MANIFEST DBIx-SearchBuilder-1.54/META.yml DBIx-SearchBuilder-1.54/README DBIx-SearchBuilder-1.54/ROADMAP DBIx-SearchBuilder-1.54/SearchBuilder
[rt-users] Migration from Mantis
Hi folks, Has anyone any experience with migrating a Mantis installation / database structure, to RT? Any hints, or scripts to save reinventing the wheel, would be appreciated. -- Richard Foley Ciao - shorter than aufwiedersehen http://www.rfi.net/ ___ 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
