Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.x Compatibility
On Sat, Nov 1, 2008 at 19:45, Mike Peachey <[EMAIL PROTECTED]> wrote: > $ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth You can use svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth -r16700 for a stable target to point svn to. Richard PS: Yes, this is probably too late as the new version has propagated, but perhaps it's useful to someone :) ___ 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] [Patch] Default to Reply when resolving tickets
Hi all,
if you want your RT to default to Reply instead of Comment when
you Resolve a ticket, this patch is for you. Of course, using
the overlay directory is better than simply patching the sources.
If anyone tells me how to access RT_SiteConfig parameters
from within Tabs, I will make a proper patch which can then be
applied to RT trunk. :)
Richard
--- share/html/Ticket/Elements/Tabs 2008-09-01 18:56:02.0 +0200
+++ local/html/Ticket/Elements/Tabs 2008-10-29 15:18:11.0 +0100
@@ -177,7 +177,7 @@
if ( $Ticket->Status ne 'resolved' ) {
$actions->{'G'} = {
path =>
-"Ticket/Update.html?Action=Comment&DefaultStatus=resolved&id="
+"Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id="
. $id,
title => loc('Resolve')
};
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Re: [rt-users] Mandatory Standard Fields
On Tue, Oct 21, 2008 at 02:22, Kenneth Crocker <[EMAIL PROTECTED]> wrote: >I solved this by writing a global scrip that moves the creator of the > transaction into the owner field when the ticket is resolved AND the > owner = nobody. I do the same thing for when a ticket is opened. That > way they don't have to do a "take" and THEN own open it. Can you post that to this list/the wiki, please? Sounds pretty useful, to me. RIchard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Safe to modify ScripActions table in database
On Tue, Oct 21, 2008 at 03:55, <[EMAIL PROTECTED]> wrote: > I have manually added a row to the ScripActions table of the database. > Is this a bad thing to do in terms of future upgrades? Not sure, but I think not. > Is there a better way to make the changes? You can edit etc/initialdata and run poke rt-setup-database for inserting the new stuff. If you do so, it would be great if you wrote a Wiki entry and replied with a link. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating my own Scrip conditions
On Mon, Oct 20, 2008 at 23:38, Kenneth Crocker <[EMAIL PROTECTED]> wrote: >I even have some compound conditions in code. I find this MUCh easier > to maintain than fooling around in the directories. Just a thought. I will play with that tomorrow. Thanks :) Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Creating my own Scrip conditions
On Mon, Oct 20, 2008 at 21:50, Kenneth Crocker <[EMAIL PROTECTED]> wrote:
>I'm not sure I understand WHY you are creating new conditions.
Because I need to test on the status of CF.{zabbix_event_status}
> If you
> are trying to create your own scrips for non-default situations, I would
> recommend setting the Condition to "User-defined" and coding the correct
> perl for that condition. I do not understand why you would want top mess
> around with the code in the directories. Is there some condition you need to
> look for that is not codable in perl?
No, but jibsheet in #rt suggested this approach as you can then check in
your changes into svn. Also, I could not find any useful snippets for the
scrip conditions (i.e. what is needed, what to leave out when compared to
the file-based approach) whereas it's trivial to template from the files.
Thanks,
Richard
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Re: [rt-users] Creating a hyperlink from _two_ custom fields?
On Mon, Oct 20, 2008 at 21:44, Kenneth Crocker <[EMAIL PROTECTED]> wrote:
>I thought there was already a "hyperlink" connection ability
> available when setting up a CF called "Link Values To".
Of course. I need to link to build a link from more values, though.
I have CF.{reporting_host} & CF.{zabbix_event_id}
I need to create a link like
https://CF.{reporting_host}/some/path/CF.{zabbix_event_id}
Thanks,
Richard
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[rt-users] Creating my own Scrip conditions
Hi all,
I have created a lib/RT/Condition/ZabbixEventStatusChange.pm which
contains the following (pruned down to the relevant part):
sub IsApplicable {
my $self = shift;
if ($self->TransactionObj->Field =~ /zabbix_event_status/) {
return(1);
}
else {
return(undef);
}
}
Also, I added
{
Name => 'On zabbix_event_status Change',
# loc
Description => 'Whenever a ticket\'s
zabbix_event_status changes',# loc
ApplicableTransTypes => 'Set',
ExecModule => 'ZabbixEventStatusChange',
},
to @ScripConditions in etc/initialdata .
I have four questions regarding this:
1) Is the this the correct thing to do? If not, what is the correct
approach? The condition does not show up in RT, even after an Apache
restart which included killing the mason cache, so I probably did
something wrong.
2) Is =~ /foo/ the correct thing to do, here? I decided to play it save
and not match too narrowly, atm.
3) What happens if a user sets his locale to, say, french, for which I
did not provide a translation. Will RT fall back gracefully?
4) Can I overlay .po files? I did not even try as I suspect that will
not work, anyway.
All feedback extremely appreciated. RT fits our needs better and better,
I just need to iron out the last few things, including this one :)
Richard
PS: If someone can tell me how to merge tickets from within the scrip I
am writing, that would be awesome. Else, I will just figure it out,
myself :)
PPS: The goal is to merge all tickets our Zabbix instances create to
inform us of trigger changing to OFF into the tickets which set the
initial ON for the tuple of zabbix instance & event id. If anyone needs
such a thing for themselves, I will share, gladly.
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[rt-users] Accessing the ticket object from lib/RT/ObjectCustomFieldValue_Overlay.pm
Hi all,
I am working on extending what you can display in a Custom Field's URL.
For that, I need to access the ticket object. The problem is that, at
this scoping level, $TicketObj does not exist.
Thus, I need to build a new one, at this point.
I tried to bake my own, using
my $TicketObj = LoadTicket(@{[$self->ObjectId]});
within _FillInTemplateURL() in ObjectCustomFieldValue_Overlay.pm , which
resulted in
Can't call method "_Accessible" without a package or object
reference at /usr/local/share/perl/5.8.8/DBIx/SearchBuilder/Record.pm
line 423.
which smells of lacking context. Is it even possible to do what I want,
here? Am I better off filling the values for this at an earlier point?
If yes, where?
Finally, would such a feature be desirable for RT at large, i.e. would a
patch be accepted?
Thanks,
Richard
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Re: [rt-users] Creating a hyperlink from _two_ custom fields?
Apparently what I asked is not possible, by default. Would it make sense to create a feature request from this: On Tue, Oct 14, 2008 at 11:55, Richard Hartmann <[EMAIL PROTECTED]> wrote: > Hi all, > > is it possible to access information from CF foo from the 'Link values > to' field of CF bar? If yes, what would the syntax be? The normal one > used in Scrips? > > > Thanks, > Richard > ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Moving large attachments outside of MySQL?
On Sat, Oct 11, 2008 at 19:27, Kelly Jones <[EMAIL PROTECTED]> wrote: > This helps, but is there a better solution? No idea about better, but you could use a custom field and then use its Field Links To functionality to create a link and/or embed the original resource. Richard ___ 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] Commands by email
Hi all, I thought RT 3.8.x had email commands incorporated and does not need CommandByMail, any more. Yet, I can't see anything in the docs/wiki about it. I don't want to enable the plugin without checking if that is the right way to go. So, does RT 3.8.x come with CommandByMail or not? Thanks, Richard ___ 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] Creating a hyperlink from _two_ custom fields?
Hi all, is it possible to access information from CF foo from the 'Link values to' field of CF bar? If yes, what would the syntax be? The normal one used in Scrips? Thanks, Richard ___ 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] Transforming all links within tickets to hyperlinks?
Hi all, can I make some/all hyperlinks clickable in 3.8.1? Richard ___ 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] Changing RT's behaviour on ticket close
Hi all, while I was looking for a way to default to reply on resolve, not comment on resolve (which I still did not find out how to as google has way too many false positives), billybongo from #rt came up with a neat idea. It should be possible not to send the "your ticket is closed" blurb when you send out a reply. That should be easy to do via Scrips, but I could not make it work. Any help? Richard ___ 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] Automagic Ticket property changes?
Hi all, I was wondering if there are any hooks where I can put a Perl script which will parse incoming emails & set up RefersTo and other properties automagically. Pointers to example code highly appreciated. Thanks, Richard ___ 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] How to show a user-specific link in certain tickets?
Hi all, I was wondering if there is a way to present a link to each user, depending on what is in a ticket. What I mean boils down to, in Perl/RT pseudocode: print "http://foo.org/".get_user_data(__CURRENTUSER__)."/".__CF.BAR__ if (__CF.BAR__); This should then be shown in all ticket details. The background is that I want users to be able to just click a link and have our Asterisk call from their extension to whoever is in the CF. Thanks, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
On Mon, Sep 22, 2008 at 19:07, Kenneth Crocker <[EMAIL PROTECTED]> wrote: >We use the Parent/Child and DependsOn relationships a great deal and > this is how we do it. Whenever we have a ticket that in and of itself causes > other work to be done within the SAME support group for the same queue, we > make those tickets "Children" tickets of the main/original request ticket. [...] > This allows us to create spreadsheet that becomes a project management > report. Thanks for taking the time to explain your process. It seems to me that you are mainly using parent/child vs depends for management purposes, i.e. to show which business unit did what. You do this at the loss of automatic sanity checking (i.e. forcing the large ticket to stay open until all subtickets have been closed), but from how you write, I assume it's working nicely, for you. I still can't see the advantage in this scheme (for example, you could use depends and another CF that holds the name of the department), but as I said, I may simply think about this the wrong way and/or just work differently. Again, thanks for your mail, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Feature suggestion: Tree view of tickets
On Mon, Sep 22, 2008 at 15:10, Jesse Vincent <[EMAIL PROTECTED]> wrote: > This was a one-off I built for a customer. It hasn't been touched in 3 years > and likely needs some tweaking, but might be worth trying. I will try to get time assigned & poke this, but don't hold your breath. Will report if there is anything, but if anyone else wants to do so as well, they are more than welcome to. Richard PS: Wouldn't it make sense to merge this into RT trunk? It seems like an extremely useful option, to me. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Feature suggestion: Tree view of tickets
On Mon, Sep 22, 2008 at 16:19, Brown, Matt A. <[EMAIL PROTECTED]> wrote: > In the meantime, I > created a query that will display the child tickets below the parent > ticket, I tried replacing __Children__ with __DependedOnBy__, but that refuses to work, i.e. display anything. Also, this can't display deeper levels, but I am aware this is probably outside the scope of this hack. Thanks, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Difference between Parent/Child and Depends on/Depended on by?
On Mon, Sep 22, 2008 at 15:03, Stephen Turner <[EMAIL PROTECTED]> wrote: > Parent/child simply describes a relationship between tickets (children > belong to parent). Depends on enforces a rule - the depended on ticket must > be resolved before its dependent tickets can be resolved. So basically, parent/child sit between the strong Depend and the weak Refer. Not sure if that is useful in any application, but I now know that I don't need it for my workflows. Thanks :) Richard ___ 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] Difference between Parent/Child and Depends on/Depended on by?
Hi all, what is the conceptual difference between Parent/Child and Depends on/ Depended on by? To me, they mean essentially the same and I can't come up with a use case where both would be used simultaneously or even just differently. If there is no real difference, wouldn't it make sense to deprecate either (while still supporting it, of course). Richard ___ 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] Feature suggestion: Tree view of tickets
Hi all, I would like to bounce an idea to this list: A tree view mode for search results. Obviously, this would be a large change, especially if it is done in a generic way. A generic framework would be able to create structures on any combination of inter-relations, but the main use case I can see is to make dependent tickets more manageable. Consider this example #1 Buy beer #3 [+] Go camping (0/5) #2 Buy junk food Now, I click on the plus in front of #2: #1 Buy beer #3 [-] Go camping (0/5) #4 Pack tent #5 Pack sleeping bag #6 [+] Call friends (0/2) #2 Buy junk food #6 would have a 2 sub-tickets of its own, Alice & Bob. After calling Alice and packing my tent, I would see this: #1 Buy beer #3 [-] Go camping (2/5) #5 Pack sleeping bag #6 [+] Call friends (1/2) #2 Buy junk food The obvious benefit is that you are a _lot_ more aware of what is going on with nested ticket dependencies. There are a few considerations which relate to this: 1) How to handle circular dependencies? How to break them? 2) Should finished tickets in this structure be shown or hidden? Ideally, this would be an option, with the shown tickets using RT's ticket-inactive CSS style. 3) Should clicking a [+] expand all or just the current sub-tree? Or should it remember the open/closed status of all tree nodes and restore to whatever was there before? 4) Should the n in the (n/m) display show open or finished ticket count? Again, this would ideally be an option or, even better, all data would be accessible via Display Columns of Search.html . The largest problem I see is 1); RT supports graphs whereas my suggested scheme is a tree. The trade-off between usability, displayability (made up a word, yay!) and coding effort on the one hand and data handling capabilities on the other hand is, imo, a good one in this case, though. If this feature suggesion is deemed worthy, what would be the approximate time-frame of this seeing the light of day? Thanks, Richard ___ 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] Searching for all tickets that have children
Hi all, I want to search for all tickets which, amongst other criteria, are depended on by at least one other ticket. I played around with DependedOnBy and various special char like blank, *, & etc, but could not find any 'this matches all' glob. Is there any such thing and, if not, what is the correct way to look for 'All tickets which have at least one child which said ticket depends on'? Thanks, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Dashboard upgrades
On Mon, Aug 25, 2008 at 16:19, Richard Hartmann <[EMAIL PROTECTED]> wrote: > 1) Should it be possible to order messages by read/unread messages > within said ticket? s/messages/tickets/ ___ 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] RFC: Dashboard upgrades
Hi all, yet another RFC which I might turn into wishlist items. 1) Should it be possible to order messages by read/unread messages within said ticket? 2) Should it be possible to bolden/color/whatever the values of certain fields and/or whole lines depending on user-defined rules? 3) Who else would like to be able to use seperators between tickets? For example, I would love to have thin seperator lines between all blocks of tickets that have a different priority. 4) This is probably very hard to, but if dashboards could have sub-dashboards, you could open/close whole sections of your dashboard using some AJAX magic.. Thoughts? Richard ___ 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] Forwarding of a complete ticket?
Hi all, I was wondering if there is a way to forward a complete ticket, with or without comments. Thanks, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] A header line which makes RT not re-open tickets?
On Mon, Aug 25, 2008 at 14:18, Jesse Vincent <[EMAIL PROTECTED]> wrote:
>return undef if ($msg->GetHeader('RT-Control') || '') =~
> /\bno-autoopen\b/i;
Perfect, thanks.
Richard
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[rt-users] A header line which makes RT not re-open tickets?
Hi all, is there any header line I could add that would RT ignore incoming emails (i.e. not reopen the ticket) or, preferably, to file the reply as a comment but not re-open any closed tickets? As always, if there is not, what would others think of the usefulness of such a thing? Thanks, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.8.1
On Mon, Aug 18, 2008 at 01:28, Tom Lanyon <[EMAIL PROTECTED]> wrote: > There's a pile of bug fixes, as far as I can see; it seems to be only > days (if that) away from release, so I'd wait for 3.8.1. 3.8.0 runs great, but yes, you will want to wait for 3.8.1 unless you are desperate. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Optional extra fields in ticket creation?
On Mon, Aug 18, 2008 at 14:41, Tom Lanyon <[EMAIL PROTECTED]> wrote: > To clarify, are you talking about the Quick Create form? I am talking about both. The quick create lacks it completely, the normal create has it in an inconvenient place which most users (I know this from experience) don't even see. Richard ___ 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] RFC: Optional extra fields in ticket creation?
Hi all, when I create tickets, I usually need to go to the ticket just created and assign it a priority & various dependencies. What I would love to have is one of those up/down arrows to click upon which then fold a few extra fields in/out using Javascript. Could others use something like this, as well? Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Full ticket view when replying?
On Wed, Aug 13, 2008 at 00:57, Jesse Vincent <[EMAIL PROTECTED]> wrote: > RT-AjaxyReplyPage in bps svn may be what you want Will look at it, thanks. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Add an option to bookmark tickets you create?
On Tue, Aug 12, 2008 at 20:44, Jerrad Pierce <[EMAIL PROTECTED]> wrote: > I'm not sure what purpose this would serve? Can't you search on creator and > create a dashboard? Of course. But as I already rely on the bookmark dashboard quite heavily, this would make things easier, for me. Also, as I have all dashboards in full width, below each other, the extra border & decoration eats (relatively) lots of vertical screen real estate. Richard ___ 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] RFC: Full ticket view when replying?
Hi all, yes, it's me again. How useful would others on the list find an option that would allow you to show the full ticket while replying to/commenting on it? Basically, there are two possibilities: 1) Add the ticket below the normal text box, sprip & recipient options 2) Put the text box in-line as, for example, GMail does I find myself opening the ticket in another tab to cross-reference very often so I'd like such a thing, no idea how that could tie into the way others work, though. Richard ___ 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] RFC: Add an option to bookmark tickets you create?
Hi all, I have realized that I would love an option to bookmark all tickets I create [via the web interface]. Is this something others would find useful as well? Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] [Rt-devel] Discrepancy in header depending on how you create a ticket in 3.8.0
On Tue, Aug 12, 2008 at 15:40, Kevin Falcone <[EMAIL PROTECTED]> wrote: > Did you type anything in the Content box? > If I type things in the Content box in the Quick Creation widget I get > the extra headers defining the content. No, I didn't. I should have tested that case as well, sorry. > This is a bug, unfortunately it was broken in 3.8.0 also. > Since 3.8.1 is so close to shipping, this will be fixed in 3.8.2, > you'll get mail about a ticket tracking it soon Thanks! At some point in time, I will remember that the preferred method to submit those things is not on the list.. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Splitting the signature off from the main text in replies/comment?
On Tue, Aug 12, 2008 at 12:08, Jesse Vincent <[EMAIL PROTECTED]> wrote: >> *) Signatures on comments are useless and just take up screen real estate > > That depends on your organization and how you use RT. But I could see "Do > comments get signatures appended by default" as a reasonable config file > option. That is the idea I started from & would be most important, to me. The other stuff was just fleshing out a 'what if'. >> *) Replying in-line is ackward as you can't simply mark all text below the >> point where you stop typing and delete all > > That actually argues for a more "outlook like" way to handle signatures. > Appending them entirely after the fact. No idea about Outlook, but appending at the very end is, for me, a Very Good Thing as it makes replying cleanly a lot easier. >> *) Sometimes, you do not want to have a signature on replies > IIRC, this is the first time in over a decade of releasing RT that I've > heard the feature request. Could you talk about some actual use cases where > this is an issue? Basically, when I know people well and don't want to mess up a perfectly fine email by all the usual corporate stuff at the end. Not too high priority, granted. Just a nice to have. To summarize, the only thing I would really want is an option to not attach anything on comments, the rest is optional/nice-to-have. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Splitting the signature off from the main text in replies/comment?
On Mon, Aug 11, 2008 at 17:56, Jerrad Pierce <[EMAIL PROTECTED]> wrote: > I'm all for elimination of drivel, but I think you will run into the problem > of many people not following the "-- " convention. What I meant is that the signature I can add in the user settings should follow my suggestion. Also, a RT-wide signature, if such a beast exists or is created due to this mail. Richard ___ 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] RFC: Splitting the signature off from the main text in replies/comment?
Hi all, Basically, I am proposing to create a second text area/a simple selection button that allows you to control when your signature and/or the company's signature is attached. Some reasons for this, certainly not including everything: *) Signatures on comments are useless and just take up screen real estate *) Replying in-line is ackward as you can't simply mark all text below the point where you stop typing and delete all *) Sometimes, you do not want to have a signature on replies If I could decide when to attach a signature and when not would solve these. Also, I think comments should default to not having a signature at all. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Installation of RTFM 2.2.1 on RT 3.8.0 fails
On Thu, Aug 7, 2008 at 20:33, Kevin Falcone <[EMAIL PROTECTED]> wrote: > There was a bug with the packaging tools and 3.8, this was > corrected in the RTFM trunk. Has the fix made it into the current release of RTFM? Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is there a way to teach RT new bounce emails?
On Mon, Aug 4, 2008 at 15:20, Jesse Vincent <[EMAIL PROTECTED]> wrote: > You can, by playing a bit in lib/RT/Interface/Email.pm Will do. > What sorts of messages isn't RT detecting? I can forward them to the dev list when I get new ones if there is any interest? This was more a "always wanted to know this" email, not prompted by a specific email. Thanks, Richard ___ 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] Is there a way to teach RT new bounce emails?
Hi all, overall, the ping-pong detection of RT when it talks to another email system with automated answers is very good. But sometimes, neither side recognizes that automatic ping-pong is being done and so you get _very_ long tickets. There are ways to manually break this loop, but I was wondering if I can teach RT new emails it can ignore safely. Thanks, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RFC: Should a bookmarked ticket disappear when it is deleted?
On Mon, Jul 28, 2008 at 18:59, Jesse Vincent <[EMAIL PROTECTED]> wrote: > Delete should mean "disappears from all listings" > > Bookmarking should trump resolve or reject, though Should I file a wishlist item or will you keep track of it yourself? Richard ___ 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] RFC: Should a bookmarked ticket disappear when it is deleted?
Hi all, at the moment, deletion trumps bookmarks in RT 3.8. I can see how this can make sense. I can also see how bookmarks trumping deletion would make sense. Personally, I would tend to have bookmarks trump deletion, because a bookmark is the deliberate decision of a single user that he/she wants to keep track of this issue whereas a deletion means that someone decided the issue is not interesting for anyone. Specific over generic and all that.. :p Thoughts, verbal abuse, beer vouchers? Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Feature suggestion: An actual user overview page
On Mon, Jul 28, 2008 at 15:07, Jesse Vincent <[EMAIL PROTECTED]> wrote: > "Anything that starts discussion" What I would love to see: Info like email, realname etc Predefined queries for tickets that have the person as owner creator commentor replier someone who ever touched it. All of those with any status, open, new, deleted, etc etc. Then, I would like to see a count as in 'user x has n total tickets, m of which are new or open'. Medium ticket closing time or some such could also be useful. Richard ___ 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] What is the policy wrt bounces/error messages on this list?
Hi, I am getting 'mailbox full' errors from a subscriber on this list. What is the policy for those on this list? RIchard Delivered-To: [EMAIL PROTECTED] Received: by 10.100.43.19 with SMTP id q19cs170937anq; Mon, 28 Jul 2008 06:04:36 -0700 (PDT) Received: by 10.67.116.4 with SMTP id t4mr2102612ugm.54.1217250275164; Mon, 28 Jul 2008 06:04:35 -0700 (PDT) Return-Path: <> Received: from email.mikrosimage.fr (email.mikrosimage.fr [213.41.96.93]) by mx.google.com with ESMTP id 25si160046ugn.58.2008.07.28.06.04.34; Mon, 28 Jul 2008 06:04:35 -0700 (PDT) Received-SPF: pass (google.com: best guess record for domain of email.mikrosimage.fr designates 213.41.96.93 as permitted sender) client-ip=213.41.96.93; Authentication-Results: mx.google.com; spf=pass (google.com: best guess record for domain of email.mikrosimage.fr designates 213.41.96.93 as permitted sender) smtp.mail= Message-id: <[EMAIL PROTECTED]> Date: Mon, 28 Jul 2008 15:04:33 +0200 Subject: NDN: Re: [rt-users] Feature suggestion: An actual user overview page X-Mailer: FirstClass 8.2 (build 8.094) X-FC-Icon-ID: 2031 X-FC-SERVER-TZ: 181272840 X-FC-MachineGenerated: true To: "Richard Hartmann" <[EMAIL PROTECTED]> From: Post Office MIME-Version: 1.0 Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 8bit Sorry. Your message could not be delivered to: Iounes GARDON /iog .Y (Mailbox or Conference is full.) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Feature suggestion: An actual user overview page
On Mon, Jul 28, 2008 at 14:20, Jesse Vincent <[EMAIL PROTECTED]> wrote: > Sure. I'd love one. I've wanted it for quite a while myself. If anyone > wants to mock something up, > I'd love to see it. Mock up as in 1) code 2) html 3) hand-drawn png 4) description of what is needed ? RIchard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Feature suggestion: An actual user overview page
On Mon, Jul 28, 2008 at 14:14, Kevin Squire <[EMAIL PROTECTED]> wrote: > If you are talking about a user overview page from the admin side... I > agree completely. > > I don't really see the need for such a thing from the > Authenticated User side, but as admin, I have wished many times for > something similar to a ticket search (and resulting table) for users. I am seeing this from the 'dispatches work to others' side, so this is somewhere in between the two. And yes, you do not want everyone to be able to see that kind of info. Richard ___ 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] Feature suggestion: An actual user overview page
Hi all, something which RT has always lacked, at least imo, is a tactical user overview page. A quick summary with details about said user and links to preset queries (tickets owned/created/commented on/replied to by this user, full name, whatnot) would often be a convenient thing to have. Sending to list to get a feel for other's thoughts about this before filing a wishlist item. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Searching based on who created a ticket.
On Mon, Jul 21, 2008 at 20:56, Kevin Falcone <[EMAIL PROTECTED]> wrote: > Just search on Creator = 'yourusername' Yay, I am blind! Thanks for your help :) And yes, this is exactly what I wanted. Thanks again to all involved, Richard ___ 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] Searching based on who created a ticket.
Hi all, I was wondering if it's possible to search for all tickets created by me. The interesting tickets would be the one created via web interface, but the ones created via email can be displayed, as well. Searching by Requestor is not possible as I frequently set others to be the requestor. With 3.8, I can not bookmark the tickets, but that is not an ideal solution. Thanks, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some random questions
On Tue, Jul 15, 2008 at 01:34, Kenneth Crocker <[EMAIL PROTECTED]> wrote: >It sounded like you wanted those rights yourself. Now it sounds like > you have all the rights, but you want to grant rights for others, but in a > limited way. Is that correct? I said 'I only need a few queues', but I can see how this could be misinterpreted, sorry. I do have all the rights and I want a way to restrict the options shown in _quick_ creation. I still need all of them for normal creation. If this is not feasible, I should perhaps file a wishlist item with the devs. Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Some random questions
On Tue, Jul 15, 2008 at 01:01, Kenneth Crocker <[EMAIL PROTECTED]> wrote: >When you say "create tickets for everyone" do you mean in all queues > or to be able to choose an owner when creating a ticket? Whatever group you > are in would need the following rights: I both want to be able to create tickets for other users (so they own them) and be able to restrict the choice of queues to choose from (atm, I see all queues, but I only need to quick create in a few of them). >Hope this helps. I have full rights on everything, so I am not sure if I can restrict the choice in that way. Another question I thought of: I want to bookmark all tickets that I create and which I do not own. Is that possible? That way, I can easily keep track of all work I assign (I am not necessarily the requestor on tickets that I create [for others]). Richard ___ 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] Some random questions
Hi all, we just upgraded to a brand-spanking-new 3.8 and we love it (well, technically, I do and that is just as well). I have a few more or less random questions, though: 1) Can I make RT not auto-append my signature when commenting? It is only useful when I reply. 2) We had RT set up to default to reply, not comment, when eesolving a ticket. Seems that got lost in the upgrade and I don't know where to find it. 3) Can I edit what is shown in the quick ticket creation? I only need a few queues to quick create in with one queue receiving 99% of the tickets. Also, I would want to be able to create tickets for everyone, not just myself & Nobody. Thanks a lot :) Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Permission problem when setting Depends On for ticket you do not have access to.
On Fri, Jul 11, 2008 at 02:01, Ruslan Zakirov <[EMAIL PROTECTED]> wrote: > Ok, Linking was strict and required ModifyTicket right on both sides > until RT 3.x.y. I don't remember X and Y, but anyway in 3.6.7 people > have StrictLinkACL option in the config. May be it's already in 3.6.3, > but I do recall that there were fixes for this functionality since > it's been introduced in RT. OK, I will check and report back. Thanks :) Richard ___ 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] Permission problem when setting Depends On for ticket you do not have access to.
Hi all, I have the following situtation: User Alice has access to queue Foo, but not queue Bar. Alice files ticket #1337 in queue Bar. As she is the requestor, she may see that one ticket from Bar. Yet, Alice will not be able to make ticket #4711, which is in Foo, depend on #1337. This is the current state in our RT. We would, of course, want Alice be able to define these dependencies. This particular instance of RT is version 3.6.3. Thanks for all help, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] API question
On Tue, Jun 10, 2008 at 17:47, Jesse Vincent <[EMAIL PROTECTED]> wrote: > RT::Client::REST and the RT cli both use RT's REST API. It's been there > since 3.0. (Though it doesn't use any XML ;) Yes, that is what we are using, at the moment. I just hoped there was something new, but we will just continue to use REST. I assume there were no incompatible changes between 3.4. and 3.8? Thanks, Richard ___ 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] API question
Hi again :) let me start by saying that I _did_ google for this, but either the answer to my question is 'No' or I am too stupid to find it, which I attribute to my splitting headache. Sorry if it's obvious and I should have found it myself. I did look. Is there a SOAP, XML, JASON, whatever interface in the works for 3.8? Alternatively, is there a module etc of some sort? Thanks once again, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Does RT support MySQL's full-text search?
On Tue, Jun 10, 2008 at 14:21, Kenneth Marshall <[EMAIL PROTECTED]> wrote: > MySQL's full text search is not supported with the INNODB tables > that are required for RT. It is not available. OK, thanks. Perhaps I will try and grab the opportunity to migrate to PostGRE :) Thanks, Richard ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Migraton from 3.4 to 3.8?
On Tue, Jun 10, 2008 at 12:09, <[EMAIL PROTECTED]> wrote: > Migration is supported. And it's really good time to check it on copy > of your DB. I will actually do this on an all new virtual machine, but yes, backups of the database are a plus :) Thanks, Richard ___ 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] Does RT support MySQL's full-text search?
Hi all, I was wondering if RT supports MySQL's full text search feature [1]. As we are still using 3.4, I can not check this, myself. Thanks for any hints/links, Richard [1] http://dev.mysql.com/doc/refman/5.0/en/fulltext-search.html ___ 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] Migraton from 3.4 to 3.8?
Hi all, I just wanted to check that a migration from 3.4 to 3.8 is going to be supported, i.e. that if there is a need for database conversion, the tools are provided by upstream. Thanks a lot, can't wait to use 3.8 :) Richard ___ 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] Hooking a template to an action in RT 3.4?
Hi all, I want to use a template I found on the wiki [1] to the actions in the upper right of the ticket detail view (Ticket/Display.html). By overriding Ticket/Elements/Tabs, I am able to create a new link in the ticket view, but I am unable to figure out how to create an action which Ticket/Update.html would accept and invoke my template. All tips & links appreciated :) Richard [1] http://wiki.bestpractical.com/view/AddTicketHistoryToMail ___ 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
