Re: [rt-users] How to determine your RT version

[Roy El-Hames]

Also from the web interface, click Configuration/Tools/System 
Configuration ..
very useful page

Roy


Eli Altman wrote:
> It should be displaying itself at the bottom of each page.  If not, I found 
> $VERSION being set in rt3/lib/RT.pm.
>
> Elias
>
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Michael 
> Caraballo
> Sent: Thursday, October 23, 2008 1:05 PM
> To: rt-users@lists.bestpractical.com
> Subject: [rt-users] How to determine your RT version
>
>
> Does anyone know how I may determine what version of RT one has installed?
>
> I did this a while back and I want to upgrade yet I have don't know what
> version I currently have installed.
>
> --Mike Caraballo
>
> --
>
> The contents of this message may be privileged and confidential. Therefore, 
> if this message
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> of the message,
>
> including any attachments, are the copyright property of the sender. This 
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>
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>
>
>
>
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[rt-users] Using ENTRYAGGREGATOR

[Roy El-Hames]

Hi;

(rt-3.6.3/apache2/mysql5/DBix 1.49)

We have our table within RT called Circuits and using factory I created 
Circuit.pm and Circuits.pm then added Circuits_Overlay.pm for the 
various functions.
Selecting with $self->Limit( FIELD => 'x', VALUE => "$y" ); works fine 
however I am not having any luck selecting when using ENTRYAGGREGATOR => 
'OR'
example: (from a function in my Circuits_Overlay.pm)
$self->Limit (
FIELD => 'DistributionRouter',
   VALUE => $icon,
   OPERATOR => 'LIKE',
ENTRYAGGREGATOR => 'OR',
);
$self->Limit (
FIELD => 'AEndPop',
VALUE => $icon,
OPERATOR => 'LIKE',
 ENTRYAGGREGATOR => 'OR',
);
my $records = $self->RT::SearchBuilder::BuildSelectQuery();
returning either $records or $self gives nothing  ..Tailing 
rt.log i see $self is referenced correctly , but the sql statement 
defaulting to AND
   from rt.log:
   'subclauses' => {
   'generic_restrictions' => 
'(main.DistributionRouter LIKE \'%xyz%\') AND (main.AEndPop LIKE \'%xyz%\')'
   },

   How can i force the condition to 'OR', I looked through all the 
modules within RT and I could n't figure out how to define a default 
ENTRYAGGREGATOR ;
   #By the way commenting out the second limit statement  I get 
results back so the function is correct with the exception of the OR clause.
Any help would be appreciated;

Regards;
Roy

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[rt-users] CLI question

[Roy El-Hames]

Hi ;

Using rt-3.6.3

Is there a bug in using:
./rt edit ticket/$tid add cc="[EMAIL PROTECTED]"
 or am i doing something wrong, I get back # Syntax error. and the 
ticket detail (as if show ticket) ;

the add seems not to work with anything add bcc or add CF- do not work 
either ??
Similar the del method is not working either ??

Thanks;
Roy



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Re: [rt-users] Queue renaming problem

[Roy El-Hames]

Scott;

Try logout then back in it may solve your problem, the queue list for 
SelectQueue is cached in session.

Roy


scott smith wrote:
> Hi, I created a queue and later renamed it before any tickets were 
> created in it. Now when any tickets *are* created in it, the old queue 
> name is displayed in the edit page. Displaying the ticket shows the 
> correct queue name. Searches display the correct queue name. It seems 
> to be only the edit page that has this problem.
>
> Is this a known problem?
>
> I've attached a screenshot of the search results displaying the 
> correct queue name, and the edit page displaying the incorrect (old) 
> queue name.
>
> Thanks
>
> -scott
> 
>
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Re: [rt-users] Escalations, vacations/holidays & weekends

[Roy El-Hames]

Hi Graeme;

I have very much similar script to yours, for none 7 days queues I look 
up the day of the week and if its Saturday or Sunday the script exists 
without doing anything ..
use POSIX;
my $datestr = strftime("%A %D", localtime); ##I need day of week
$datestr =~ m/(.*) (\d+\/\d+\/\d+)/ ;
my $weekday = $1;
if ($weekday =~ /(Sunday|Saturday)/i) {
exit;
}

If you wish you can grab the week day using RT::Date.

Not a very elegant solution but works ..
Roy



Graeme Fowler wrote:
> Morning all
>
> I've dug through the archives and wiki pages looking for some guidance
> to follow on escalations, and I'm not quite finding the information I
> need - I'm probably looking for the wrong thing...
>
> We're using a fairly ordinary set of escalations whereby a perl script
> iterates over queues and tickets within the queue (filtered by status =
> "new"), looks up the relevant person to email from a separate text file
> for the first and second escalation, checks the due date & today's date,
> increases priority if necessary and sends an email out to prod someone.
>
> As we're not a 24/7 shop, and we don't work weekends, we'd like to
> factor in weekends and periods of closure (Christmas break, for
> example).
>
> Does anyone have any working examples where the escalation depends on
> the day or time of year, and is then done (for example) a day after the
> break is over?
>
> TIA
>
> Graeme
>
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Re: [rt-users] Permissions by custom field

[Roy El-Hames]

Hi Braam;

Its always interesting to read Todd's suggestions cause he is always 
spot on; but could n't find them in the thread , ist possible to forward 
them to the list please.
With regard to dealing with customers, our implementation here is 
exactly as you suggested, we group our customer contacts , if any of the 
contacts open a ticket (via web/mail), a scrip action add the rest of 
the customer group contacts as requestors; and a set a cf to the 
customer name(organisation), then all customer contacts can login to the 
self service interface and view/update the tickets.
This have served us well for the past few years, the only issue we get 
every now and then, is when we add a new customer contact that need 
visibility of old ticket, for this I have a perl script that crawl 
tickets looking for tickets with cf for the customer and add the new 
contact as requester.
I am not an admirer of queue per customer, my philosophy is that queues 
should represent the internal departments.

Regards;
Roy

Braam van Heerden wrote:
> Kenneth,
>
> Todd Chapman sent some suggestions I will try.   
>
> I will try to be a bit more clear in my problem statement:
>
> We have a single queue called support that handles all tickets from 
> various customers we have SLA's with.  For ease of use we decided to 
> only use a single queue and not create a queue per customer (as that 
> list fluctuates sometimes).  Also, we have certain information on what 
> packages our customers offer to their customers, and how this is 
> implemented, and all this is bound by NDA's, so it's imperative we do 
> not let one customer see the details of another customer's tickets.  To 
> differentiate tickets raised by various customers we created a Custom 
> Field that contains the name of the customer.
>
> Now, the issue is this:  CustomerA has got a number of employees: Empl1, 
> Empl2 and Empl3.  Either of them can raise a ticket, and we will respond 
> and close the ticket.  Now, some time later the COO/CEO of CustomerA 
> requires access to all tickets raised by the various employees to track 
> who has not done their job, or where contractual violations occurred.
>
> How can we grant this user access to all tickets raised by his company 
> (and tagged by a certain Custom Field), whilst not allowing him access 
> to tickets raised by other customers?
>
> Right now I am leaning towards creating a group for every customer, then 
> add the group as a Requestor/Cc for the ticket.  If I understand things 
> correctly group members should then have access to all tickets created 
> under that group, if I give ShowTicket to the group, but to no others.  
> Not sure if there's an esier way to do this, though.
>
> Thanks :)
>
> Braam van Heerden
> Conversant Systems (Pty) Ltd
> Tel: +27 11 782 2930
> Cell: +27 82 336 4643
> Skype: braamvh 
>
>
>   
>> -Original Message-
>> From: Kenneth Crocker [mailto:[EMAIL PROTECTED] 
>> Sent: 11 July 2008 18:39 PM
>> To: Braam van Heerden
>> Cc: [EMAIL PROTECTED]
>> Subject: Re: [rt-users] Permissions by custom field
>>
>> Braam,
>>
>>
>>  I'm a bit confused. Your subject line mentions 
>> permissions and I don't see that question here. As to Custom 
>> Fields, what is the correlation between customer and company? 
>> Normally, I would think it was  one to one. However, if you 
>> are creating tickets for someone else, you can modify the 
>> "Requestor" to be the customer and not you. You will still be 
>> the "creator". Then, you can have a CF that is the company.
>>  Permissions would be simpler. You could grant the right 
>> to "ShowTicket" 
>> Globally to the "Requestor" role and that would keep your "customer" 
>> from seeing other "customer (Requestor)" tickets. Then you 
>> merely go to your Custom Field and apply it to the support 
>> queue and then go to "Group Rights" and grant 
>> "SeeCustomField" to Privileged. That way all privileged users 
>> will be able to see that field as well as the ticket in a 
>> queue they are privileged to access. Hope this helps.
>>
>>
>> Kenn
>> LBNL
>>
>> On 7/11/2008 6:01 AM, Braam van Heerden wrote:
>> 
>>> Greetings,
>>>
>>> After reading the permissions wiki I still can't figure out how to 
>>> achieve what my MD wants.  Please excuse me if this is 
>>>   
>> described there.
>> 
>>> I am still fairly new at RT and the permissions system.
>>>
>>> We have a queue called Support where all our product 
>>>   
>> support requests 
>> 
>>> from clients go into.  We also have a custom field called "Client" 
>>> that contains the name of the customer the ticket was 
>>>   
>> raised for.  Our 
>> 
>>> customers can log into RT and see all the tickets they 
>>>   
>> originated, but 
>> 
>>> some managers would like to see all the tickets generated for their 
>>> company.  How can we set up the permissions to achieve this?
>>>
>>> Clients are not allowed to see other client's tickets, and we would 
>>> prefer not to creat

[rt-users] SERVER_NAME question

[Roy El-Hames]

Hi;

apache2,mod_perl2, rt-3.6.4

When apache starts , it loads the RT_Config via webmux , at this point 
is there a way to determine the server name?
It seems the %ENV is only populated with RT specifics defined in webmux.pl.

This is what I need to do:
Have 2 different URL's on the same server pointing to the same RT database
2 rt_name
2 web path, 2 logos etc etc

I have 2 apache instances running one for each URL, I can get what I 
want working if I have 2 copies of /opt/rt3, modify RT_SiteConfig for each.
however I would like to use just one tree and 2 different SiteConfig 
files, my idea on apache reload determine the server name and load the 
appropriate SiteConfig file.
This is possibly asking the impossible , but I have seen RT doing the 
impossible before ..

Many thanks;
Roy

BTW: I would n't like switch to fastcgi.
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Re: [rt-users] Deployment Inquiry

[Roy El-Hames]

My take on this is, why have a queue per customer when you can have a 
group per customer ..
After all customers are only a group of requesters ..
In the set up I have here we I Queues to represent departments and hence 
escalations is as simple as changing ticket queue etc ..

Regards;
Roy

Todd Rittinger wrote:
> Hello Everyone!
>
> First off, excellent list! I've been a lurker on here for about a year
> now and some great information and discussions abound, thank-you all!
>
> I have a question regarding deploying RT. Currently we use individual
> queues for our product line, internal support, and interdept. requests.
> This keeps the queue list to a manageable amount. I was curious if
> anyone has deployed with a queue per customer instead of product,
> service, etc. If so, does this render your queue list a bear to manage,
> or has it been a successful deployment type for you? Tips and/or
> suggestions, pitfalls/gotchas?
>
> Thanx for any and all feedback.
>
> RT, thanx for your product, it is really great!
>
>   

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Re: [rt-users] Global Queue Change - problem with script execution (newbie)

[Roy El-Hames]

Agreed :¬)
I could n't think of any other header lines to demonstrate the point.

Roy

Kenneth Crocker wrote:
> Roy,
>
>
> I'm not sure the "RT-Attach-Message: Yes" line is necessary. If he 
> just wants to send a comment and ticket info, I don't think he needs 
> that line.
>
>
> Kenn
> LBNL
>
> On 2/27/2008 2:15 AM, Roy El-Hames wrote:
>> Steve;
>> At the top of the template put the mail headers something like:
>> Subject: Queue Change: {$Ticket->Subject}
>> RT-Attach-Message: Yes
>>
>>
>> Then leave atleast 2 lines blank before you add your text, give this 
>> a try and see if it works.
>>
>> Roy
>>
>>
>> Steve Ironside wrote:
>>> We're setting up RT to handle our IT Service Desk, with an inbound
>>> "triage" queue which we intend to split out to Infrastructure, Rental
>>> and Business Systems work queues.
>>>
>>>  
>>>
>>> I want our analysts to be sent an e-mail when the Service Desk pass
>>> something back from triage into one of the work queues, and a Global 
>>> "On
>>> Queue Change" scrip seemed to be the right way to go (eventually I'll
>>> want to do some more clever call allocation stuff as well, but for now
>>> I'm adopting a 'keep it simple' approach!).
>>>
>>>  
>>>
>>> The scrip is :-
>>>
>>> Description: Queue Transfer
>>>
>>> Condition: On Queue Change
>>>
>>> Action: Notify AdminCCs
>>>
>>> Template: Global template: QTransfer
>>>
>>> Stage: TransactionCreate
>>>
>>>  
>>>
>>> The Template is:-
>>>
>>> Name: QTransfer
>>>
>>> Description: Transfer of ticket
>>>
>>> Content:
>>>
>>> A ticket has been transferred to this queue.
>>>
>>>  
>>>
>>> Ticket #{$Ticket->id()}
>>>
>>> Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}
>>>
>>> Subject: {$Ticket->Subject}
>>>
>>>  
>>>
>>> Description:
>>>
>>> { $Ticket->Transactions->First->Content; }
>>>
>>>  
>>>
>>> ==
>>>
>>> I have a group created for each work queue, which is configured to be
>>> AdminCC on the queue, but when I open a call in the triage queue and
>>> change it to one of the work queues, no e-mail!
>>>
>>>  
>>>
>>> Am I missing something fundamental here? Any help would be 
>>> appreciated -
>>> we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed.
>>>
>>>  
>>>
>>> Cheers,
>>>
>>> Steve.
>>>
>>>  
>>>
>>>   
>>>  
>>>
>>>
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Re: [rt-users] JumpToFrontPageOnTicketResolve

[Roy El-Hames]

Johann;

I 'll be (very x high number) surprised  if the code in that link 
actually work ..??? and I would like to be corrected if I am wrong but 
as I understand scrips they work in the back end, do not influence the 
browser in any form or shape ..
To redirect your browser on Resolve you need to change code in 
Ticket/Display.html

Roy

Johann Wilfling wrote:
> Hi list,
>
>  I'm trying to simulate the behaviour of this scrip with RT3.6.1 from here:
> http://wiki.bestpractical.com/view/JumpToFrontPageOnTicketResolve
>
>  It seems that -besides of the "-typo- the printf statement doesn't redirect 
> the web browser.
>
>  How do I redirect the web browser to another page within a custom action 
> scrip?
>
> Kind regards,
> /// wj
>
>
>   

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Re: [rt-users] Global Queue Change - problem with script execution (newbie)

[Roy El-Hames]

Steve;
At the top of the template put the mail headers something like:
Subject: Queue Change: {$Ticket->Subject}
RT-Attach-Message: Yes


Then leave atleast 2 lines blank before you add your text, give this a 
try and see if it works.

Roy


Steve Ironside wrote:
> We're setting up RT to handle our IT Service Desk, with an inbound
> "triage" queue which we intend to split out to Infrastructure, Rental
> and Business Systems work queues.
>
>  
>
> I want our analysts to be sent an e-mail when the Service Desk pass
> something back from triage into one of the work queues, and a Global "On
> Queue Change" scrip seemed to be the right way to go (eventually I'll
> want to do some more clever call allocation stuff as well, but for now
> I'm adopting a 'keep it simple' approach!).
>
>  
>
> The scrip is :-
>
> Description: Queue Transfer
>
> Condition: On Queue Change
>
> Action: Notify AdminCCs
>
> Template: Global template: QTransfer
>
> Stage: TransactionCreate
>
>  
>
> The Template is:-
>
> Name: QTransfer
>
> Description: Transfer of ticket
>
> Content:
>
> A ticket has been transferred to this queue.
>
>  
>
> Ticket #{$Ticket->id()}
>
> Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}
>
> Subject: {$Ticket->Subject}
>
>  
>
> Description:
>
> { $Ticket->Transactions->First->Content; }
>
>  
>
> ==
>
> I have a group created for each work queue, which is configured to be
> AdminCC on the queue, but when I open a call in the triage queue and
> change it to one of the work queues, no e-mail!
>
>  
>
> Am I missing something fundamental here? Any help would be appreciated -
> we're using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed.
>
>  
>
> Cheers,
>
> Steve.
>
>  
>
>   
> 
>
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Re: [rt-users] Upgrading from RT 3.6.1 to 3.6.4

[Roy El-Hames]

Hi;

There is one database change from 3.5.1 to 3.6.x which is content 
changes (not a schema change though )..
You can identify what changes are needed from the rt source, look in 
the  etc/upgrade/ .. and for every directory > than your current version 
there will be changes to be made.
The rt installation / README explains how to do these db changes .. yes 
its via scripts

Roy

Samuel P. Howard wrote:
> Wow, I'm surprise there weren't any database updates from 3.4 to 3.6 ... 
> you'd think that'd be almost a guarantee ... hrmmm
>
> I should pull down the source tarballs for 3.6.1 -> 3.6.4 and take a 
> look I guess ... maybe it will be that easy!  (I'll point to a *COPY* of 
> my production database, of course, tho)
>
> Thanks!
> Sam
>
> Kenneth Crocker wrote:
>   
>> Samuel,
>>
>>
>> We just upgraded to 3.6.4 from 3.4.4 and there were NO DataBase 
>> changes (we are on Oracle). I think all you need to do is set the 
>> RT_SiteConfig.pm DataBase parameters to refer to the DataBase you want 
>> to use and supply the password and you should be OK. Hope this helps.
>>
>> Kenn
>> LBNL
>>
>> On 2/25/2008 5:29 PM, Samuel P. Howard wrote:
>> 
>>> I have an existing RT 3.6.1 installation that I want to migrate to a 
>>> new webserver (Ubuntu 7.10 Gutsy Gibbon), which has 3.6.4 in the 
>>> repository ... Is there a clean way to do this???
>>>
>>> I'm figuring, if I just point a new instance at the old database, 
>>> that won't work, but I'm not sure which upgrade scripts (I hope there 
>>> are scripts) I can run manually against the database to bring it up 
>>> to speed so the new install will talk to it.
>>>
>>> I looked through the recent rt-users traffic but didn't see anything 
>>> that would immediately apply to my situation.
>>>
>>> Any ideas or recommendations where to start?
>>>
>>> --Sam
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Re: [rt-users] HTTP and HTTPS on same RT server?

[Roy El-Hames]

Pending on which country, but data protection is worth a lot more than 
$249 ..
I am sure your customer 's data is worth a lot more than that .. http is 
insecure.

Roy

[EMAIL PROTECTED] wrote:
> Danie, if you've got customers using RT and you want them to use SSL, then
> pay up for a legitimate certificate.
>
>
> James Moseley
>
>
>
>
>
>   
> There is a self-signed cert on the box.  But we need to give Internet
> access
> to customers and do not want them to get a certificate warning.  So they
> must either use http or we must have a valid cert.  According to
> www.thawte.com they ask $249 for a new cert and $199 for a renewal.
>
> First prize for me would still be a http/https combination with customers
> using http.
>
>
>
>
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Re: [rt-users] Query in script not working

[Roy El-Hames]

SetToNow is in Date.pm, 3 rd function in the 3.6.4 version :¬)
GoBack functions seems I have added them some time in the past couple of 
years, (possibly of the wiki.. the code is too neat to be mine), I have 
attached my Date_Vendor in case its helpful to you and anyone else


Roy

Mathew Snyder wrote:

Hmmm...that certainly would have been helpful.  But I'm looking at the perldoc
on Date.pm and I don't see SetToNow or GoBackDays

Roy El-Hames wrote:
  

Hi Mathew;

Not sure if you are aware of it, but in case you did not RT gives you a
very powerful Date functions in Date.pm,
from a perl script you can do the below:

use RT::Date;
my $date = new RT::Date($RT::SystemUser);
$date->SetToNow();
my $now = $date->ISO;
$date->GoBackDays(1);
my $yesterday = $date->ISO;

You can also set to midnight, change zone etc ..look up lib/RT/Date.pm

Roy


Mathew Snyder wrote:


FWIW, this is the script I came up with:

#!/usr/bin/perl

###
#  Name: daily_transactions.pl
#  Version:  0.1
#  Author:   Mathew Snyder
#  Date: February 24, 2008
#  Comments: This is a script which lists
#how many transactions are
#performed per hour.
##

use warnings;
use strict;
use lib '/usr/local/rt3/lib';
use lib '/usr/local/rt3/local/lib';
use lib '/usr/local/lib';
use RT;
use RT::Tickets;
use RT::Users;
use Date::Parse;
use Reports::Emails;
use MIME::Lite;

RT::LoadConfig();
RT::Init();

my (%userID,%transCount);
my @date = (localtime(time - 86400))[3 .. 5];
my $yesterday = join "-", ($date[2] + 1900, (sprintf '%02d',$date[1] +
1),
(sprintf '%02d', $date[0]));

my $tix = new RT::Tickets(RT::SystemUser);
$tix->FromSQL("(Queue = 'CustomerCare' OR Queue = 'TechOps') AND
LastUpdated =
'" . $yesterday . "'");

my $users = new RT::Users(RT::SystemUser);
$users->LimitToPrivileged;

while (my $user = $users->Next) {
next if $user->Name eq 'root' || $user->Name eq 'RT_System';
$userID{$user->Name} = undef;
}

while (my $ticket = $tix->Next) {
my $transactions = $ticket->Transactions;
while (my $transaction = $transactions->Next) {
my $creator = $transaction->CreatorObj;
my $user = $creator->Name;
next unless exists($userID{$user});
next if $transaction->Creator == '1';
(my $tranDate = $transaction->Created) =~ s/\s.*$//;
next unless $tranDate eq $yesterday;
my $tranTime = (str2time($transaction->Created) - 18000);
my $tranHour = (localtime($tranTime))[2];
my $hour = sprintf("%02d", $tranHour);
$hour .= "00";
$transCount{$hour} += 1;
}
}

open TRANSLOG, ">/work_reports/daily/transaction_report_$yesterday.txt";
print TRANSLOG "Report of the hourly ticket transactions committed on
$yesterday\n\n";
printf TRANSLOG "%15s\n", "Trans";
printf TRANSLOG "%6s%9s\n", "Hour", "Count";

foreach my $time (sort keys %transCount) {
printf TRANSLOG "%6s%7s\n", $time, $transCount{$time};
}

close TRANSLOG;

my $emailSubj = "Ticket Transaction Count for $yesterday";
my $emailMsg  = "Attached is a log of the transactions committed per hour
yesterday.  If an hour does not appear it is safe to assume no
transactions were
created during that time.";

# Prepare and send the email which with the report to all necessary
parties.
my $fullEmail= new MIME::Lite(From  => $emailFrom,
  To
=> '[EMAIL PROTECTED]',
  Bcc
=> '[EMAIL PROTECTED]',
  Subject
=> $emailSubj,
  Type
=> "multipart/mixed");

$fullEmail->attach(Type => "TEXT",
   Data => $emailMsg);

$fullEmail->attach(Type => "text/plain",
   Path =>
"/work_reports/daily/transaction_report_$yesterday.txt",
   Disposition  => "attachment");

$fullEmail->send("sendmail", "/usr/sbin/sendmail -t");

Stephen Turner wrote:
 
  

Quoting Mathew Snyder <[EMAIL PROTECTED]>:

   


I've got the dates working.  However, the tickets retrieved are still
based on
the day starting at 05:00:00 and en

Re: [rt-users] Query in script not working

[Roy El-Hames]

Hi Mathew;

Not sure if you are aware of it, but in case you did not RT gives you a 
very powerful Date functions in Date.pm,
from a perl script you can do the below:

use RT::Date;
my $date = new RT::Date($RT::SystemUser);
$date->SetToNow();
my $now = $date->ISO;
$date->GoBackDays(1);
my $yesterday = $date->ISO;

You can also set to midnight, change zone etc ..look up lib/RT/Date.pm

Roy


Mathew Snyder wrote:
> FWIW, this is the script I came up with:
>
> #!/usr/bin/perl
>
> ###
> #  Name: daily_transactions.pl
> #  Version:  0.1
> #  Author:   Mathew Snyder
> #  Date: February 24, 2008
> #  Comments: This is a script which lists
> #how many transactions are
> #performed per hour.
> ##
>
> use warnings;
> use strict;
> use lib '/usr/local/rt3/lib';
> use lib '/usr/local/rt3/local/lib';
> use lib '/usr/local/lib';
> use RT;
> use RT::Tickets;
> use RT::Users;
> use Date::Parse;
> use Reports::Emails;
> use MIME::Lite;
>
> RT::LoadConfig();
> RT::Init();
>
> my (%userID,%transCount);
> my @date = (localtime(time - 86400))[3 .. 5];
> my $yesterday = join "-", ($date[2] + 1900, (sprintf '%02d',$date[1] + 1),
> (sprintf '%02d', $date[0]));
>
> my $tix = new RT::Tickets(RT::SystemUser);
> $tix->FromSQL("(Queue = 'CustomerCare' OR Queue = 'TechOps') AND LastUpdated =
> '" . $yesterday . "'");
>
> my $users = new RT::Users(RT::SystemUser);
> $users->LimitToPrivileged;
>
> while (my $user = $users->Next) {
> next if $user->Name eq 'root' || $user->Name eq 'RT_System';
> $userID{$user->Name} = undef;
> }
>
> while (my $ticket = $tix->Next) {
> my $transactions = $ticket->Transactions;
> while (my $transaction = $transactions->Next) {
> my $creator = $transaction->CreatorObj;
> my $user = $creator->Name;
> next unless exists($userID{$user});
> next if $transaction->Creator == '1';
> (my $tranDate = $transaction->Created) =~ s/\s.*$//;
> next unless $tranDate eq $yesterday;
> my $tranTime = (str2time($transaction->Created) - 18000);
> my $tranHour = (localtime($tranTime))[2];
> my $hour = sprintf("%02d", $tranHour);
> $hour .= "00";
> $transCount{$hour} += 1;
> }
> }
>
> open TRANSLOG, ">/work_reports/daily/transaction_report_$yesterday.txt";
> print TRANSLOG "Report of the hourly ticket transactions committed on
> $yesterday\n\n";
> printf TRANSLOG "%15s\n", "Trans";
> printf TRANSLOG "%6s%9s\n", "Hour", "Count";
>
> foreach my $time (sort keys %transCount) {
> printf TRANSLOG "%6s%7s\n", $time, $transCount{$time};
> }
>
> close TRANSLOG;
>
> my $emailSubj = "Ticket Transaction Count for $yesterday";
> my $emailMsg  = "Attached is a log of the transactions committed per hour
> yesterday.  If an hour does not appear it is safe to assume no transactions 
> were
> created during that time.";
>
> # Prepare and send the email which with the report to all necessary parties.
> my $fullEmail= new MIME::Lite(From  => $emailFrom,
>   To
> => '[EMAIL PROTECTED]',
>   Bcc
> => '[EMAIL PROTECTED]',
>   Subject
> => $emailSubj,
>   Type
> => "multipart/mixed");
>
> $fullEmail->attach(Type => "TEXT",
>Data => $emailMsg);
>
> $fullEmail->attach(Type => "text/plain",
>Path =>
> "/work_reports/daily/transaction_report_$yesterday.txt",
>Disposition  => "attachment");
>
> $fullEmail->send("sendmail", "/usr/sbin/sendmail -t");
>
> Stephen Turner wrote:
>   
>> Quoting Mathew Snyder <[EMAIL PROTECTED]>:
>>
>> 
>>> I've got the dates working.  However, the tickets retrieved are still
>>> based on
>>> the day starting at 05:00:00 and ending the following morning at the
>>> same time.
>>> How can I tell it to only return tickets from between 00:00:00 and
>>> 23:59:00?
>>>
>>> Mathew
>>>
>>>
>>>   
>> You are actually getting the tickets you want - the dates are stored in the
>> database as GMT and so appear different by 5 hours from what you see on the
>> screen. It looks a bit strange, but it works fine.
>>
>> BTW - what was the problem that you fixed with the dates?
>>
>> Steve
>> 
>
>   

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Re: [rt-users] Wishlist emails

[Roy El-Hames]

Matthew;

Have you used it with searchbuilder/RT, ??

Roy


Matthew Seaman wrote:
> Kenneth Marshall wrote:
>
>  
>   
>> Wow! I wondered why there was not a full-text indexing support page in
>> the wiki for MySQL. I had not realized that it was not supported under
>> InnoDB. That would be enough for me to want to change database backends. :)
>> Would it be possible for you to put up a wiki page for this? I am certain
>> that other users of MySQL would benefit. I wonder if the full-text support
>> is going to be added to the InnoDB table type. Then RT could have official
>> full-text indexing support.
>> 
>
> http://www.sphinxsearch.com/  works nicely with any MySQL table engines.
>
>   Cheers,
>
>   Matthew
>
>   

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Re: [rt-users] Wishlist emails

[Roy El-Hames]

Hi Ken;
>
> The content searching problem really needs to be addressed through
> the use of full-text indexing. There is currently an item in the
> wiki describing how to use Oracle's full-text support with RT. Here
> is the URL: http://wiki.bestpractical.com/view/OracleText. I have
> not seen a similar entry for MySQL or PostgreSQL, although I will
> be submitting one for PostgreSQL soon. We are upgrading to RT 3.6.x
> and PostgreSQL 8.3. 8.3 supports full-text indexing as a core feature.
> Maybe with two examples, someone will be able to submit a MySQL version
> as well. 
>
> If you are familiar with the full-text index support for your backend
> database, you should be able to make these changes yourself. This would
> provide much better performance. I think that this solution will scale
> much better than just making incremental DB layout improvements. 
>
>   

Totally agree with you, and the hack I have in place is to use myisam 
version of the rt database (I use mysql and rt likes innodb which does 
not support full-text indexing),
So what happens here is content searches are intercepted , the content 
string is queried on  the myisam with full-text indexing), joins 
attachments and transaction table and returns a list of ObjectIds (where 
ObjectType = 'RT::Ticket'), the returned list of Ids are then put back 
into the rest to the search string as "Ticket.Id = bla or Ticket.Id = 
bla2 etc" .. not ideal but it actually works --most of the time --
As I said in my original mail , I would have preferred if this is 
addressed in the core rt development cause I am sure I am not the only 
one with this issue , and this kind of customisation drift from the core 
quite a  bit

Thanks;
Roy
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[rt-users] Wishlist emails

[Roy El-Hames]

Hi ;

I have seen a couple of emails in the past a couple of months about wish 
list etc which I assume for a new major release, and I have a couple of 
wishes wondering if these can be looked into,

Ticket Merge/Unmerge:
As far as I can see, once 2 tickets are merged details about Requesters 
and individual tickets Cc 's are lost (ie which Requester/Cc for which 
ticket etc), my users (and I am sure many others) have merged tickets by 
mistake many times and for this I have created a function for them that 
unmerge tickets, however my function can't deal with the individual 
ticket requesters for the reason I mentioned above, any changes will 
need to be done in few places and wondering if the developers can look 
into cleaner way to merge and unmerge .. (If this is already there then 
please can some one correct me)

Content searching
I have tried many hacks to get an efficient content searching working, 
however with a 40G db mostly Attachment table (~ 22G in size) and 
Transactions table is not small either the content searching takes on 
average 15 minutes , we have a quad processor 3.8 GHz systems with 16G 
mem, the db is optimised, doing select * from Attachment where content 
like '%my search string%' returns in 5 minutes for the same query that 
may take over 15 minutes from the front end (and sometimes comes back 
with 0 tickets, my guess most the processing is building the join 
between Tickets, Transactions and Attachments, and I am wondering if the 
join can be eliminated:
1- Adding smaller table of Ticket.id and Attachement.Id populated 
with every new attachement
2- Take out Tickets table and use the Transactions.ObjectId as 
ticket Id's

In both of the above any customisation will take my RT far away from the 
base release and wondering if these are addressed in the new version , 
then I would rather wait.
I hope the above makes sense and looking forward to the new version.

Roy




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[rt-users] sessions table myisam or innodb

[Roy El-Hames]

Hi;

rt-3.6.3
apache2
mysql5.1

For better performance should the sessions table be myisam or innondb??
had a look in etc/schema.mysql and there is no engine type definition 
for sessions
currently my sessions table is myisam, every now and then rt freezes due 
to user lock on the session table. To keep it small, I have a script 
that delete expired sessions every 6 hours. however I am wondering if 
this is causing another problem with concurrent inserts due to deleted 
rows in the middle of the table  ?/ any suggestion.


Regards
Roy
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Re: [rt-users] What criteria do you use when deciding the number of instances of RT?

[Roy El-Hames]

Hi;

We use one instance for 40 or so departments across 5 different sites in 
2 countries ..based on queue/s per department

Worked well for the past 4 years.
With the right permissions , the look and feel as if it were different 
instances.with the added bonus tickets can be shipped between different 
queues and the maintenance is simpler.
Creating new queues, queue cf's, watchers and users are managed by the 
sysadmins in the different sites, scrips are created and managed 
centrally by me and my team.


Regards;
Roy

james machado wrote:

Hi All,

My question is both hypothetical and practical.  I've got RT deployed in my
I.T. department doing what it does best and it's working well.  I've put
feelers out to some other departments that I think could benefit from RT to
see if they would be interested in having it setup for them.  I am finely
getting some positive responses so I'm looking for some guidance on
deployment options.  I am trying to decide if I should share an instance of
RT among 1+ departments or create a new instance of RT for each department.
Hardware is not an issue either way, nor does it look like the traffic
volume will be an issue.  These are all internally created tickets with no
Internet access to my RT instance.  If Internet access were required then a
separate instance of RT would be desirable.

So what I am looking for from people who have either had this issue or
thought about it is: what factors you would take into account when deciding
on 1 or more instances of RT and why.

Thanks,

James

  



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Re: [rt-users] Re: Is there any disadvantage of "Precedence: bulk" in RT emails header

[Roy El-Hames]

Good luck;
Be warned that the Precedence: bulk was there for a good reason , 
typically to identify mailing lists and maybe useful in detecting loops..

Sorry not sure of the details.
Roy
Asrai khn wrote:

On Jan 8, 2008 4:48 PM, Roy El-Hames <[EMAIL PROTECTED]> wrote:

  

If you really want to remove it then have have a look in
lib/RT/SendEmail.pm , search for
$self->SetHeader( 'Precedence', "bulk" )




Roy,

As we have installed RT3.6 using 'yum' on fedora 7 the file path is little
different ie

/usr/lib/perl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm

and after commenting ...

#$self->SetHeader( 'Precedence', "bulk" )
#  unless ( $self->TemplateObj->MIMEObj->head->get("Precedence") );

rt not adding 'Precedence: bulk' to the header.


Hope it will not break anything else :)

Thanks. Askar

  



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Re: [rt-users] Re: Is there any disadvantage of "Precedence: bulk" in RT emails header

[Roy El-Hames]

Asrai;
If you really want to remove it then have have a look in
lib/RT/SendEmail.pm , search for
$self->SetHeader( 'Precedence', "bulk" )

Regards;
Roy

Asrai khn wrote:

On Jan 4, 2008 12:48 AM, Asrai khn <[EMAIL PROTECTED]> wrote:

  

So what you guys thinks about removing the "Precedence: bulk" from RT
email header if yes then how to remove it?




Still I am interested how to stop rt3 adding the "Precedence:bulk" to
headers of an emails?

Anyone could could guide me?

Thanks. Askar

  



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Re: [rt-users] Remove requestor on create?

[Roy El-Hames]

Hi;

I don't think there is a need to change the creator to "Nobody", I think 
for  Matt's purposes just remove the requester, I have the following 
global scrip working for me:


Condition : On Create
User defined Action ,
prep code : return 1;
clean up code:

$self->TicketObj->DeleteWatcher(Type => 'Requestor', Email 
=>'emailaddress you want to remove') ;

return 1;

You can add if's if you want to be specific but if RT does not match the 
email address it moves on.


Regards;
Roy

Kenneth Crocker wrote:

Matt,


I have set a few other fields before, but not the "Requestor". I 
think the condition should be like this:


# 


# Custom condition:
# 



# determine source of transaction

my $trans;
my $msgattr;

$trans = $self->TransactionObj;
return 0 unless $trans->Type eq "Create";
$msgattr = $trans->Message->First;
return 0 unless $msgattr;
return 1 if $msgattr->GetHeader('Received');
return 0;


This will make sure the actor gets set ONLY if it is an email 
create. Then I would either set the TRANSACTION creator like this PREP 
code:


# 


# Custom action preparation code:
# 



# set Creator to “Nobody”

my $Trans = $self->TransactionObj;
$Trans->SetCreatorId(10, 'Force');
return 1;

maybe that should be "SetCreator" instead of "SetCreatorId"?

OR

you could change the Ticket Requestor like this cleanup code:

# 


# Custom action preparation code:
# 



return 1;

# 


# Custom action cleanup code:
# 



# set Requestor to “Nobody”

my $Ticket = $self->TicketObj;
$Ticket->SetRequestor(10, 'Force');
return 1;


I'm not sure I have the right object names for the actor "Creator" 
or "Requestor". That might have to change, but the logic and condition 
code should work. Hope this helps.



Kenn
LBNL


On 12/18/2007 11:25 AM, Millard, Matt wrote:

I'm looking for a way to remove the requestor from server generated
email tickets.  These would be from "[EMAIL PROTECTED]" or
"[EMAIL PROTECTED]". Basically what I'm trying to prevent
is any email getting sent back out of RT to a system that is simply
going to bounce the email.  Our servers don't accept incoming mail and
bounce it back to Exchange. 
Any thoughts on how I could do this?  I've looked through the wiki and

didn't find anything like this.

Matt


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Re: [rt-users] Sending attachment via comment not coming back

[Roy El-Hames]

In theory yes , you should get an email , providing you have scrip to 
notify AdminCC on comment.


Regards;
Roy

Asrai khn wrote:

Hi

I have a one simple question, if i sent an email to comment-queue with an
attachment  and i am  in AdminCC  of the queue do I'll receive  that  email
back  in my  mail client?

Note: i have ' Set($NotifyActor, 1);'  in config.

Regards,

Askar

  



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Re: [rt-users] Business Hours help please

[Roy El-Hames]

Thanks Gene , I did not spot this yesterday, I 'll give it a try,
Regards;
Roy


Gene LeDuc wrote:

Hi Roy,

I needed a way to subtract business hours from a timestamp so I added 
my own sub_seconds() method to the package.  I'm not sure if I ever 
posted it to the wiki, so here it is.  Just include this code at the 
end of your program and call it like you would the add_seconds() 
method.  I sent the code to the business::hours authors but I never 
heard anything back so I guess it was not included.


For your purposes I think you would just assign the larger of the 
timestamps to a Business::Hours object and then subtract the smaller 
timestamp from it using this method.


### Need to add this to Business::Hours so I can count backwards from 
due date

{ package Business::Hours;
  sub sub_seconds {
  ### This method is hacked version of add_seconds(), written by 
Gene LeDuc

  my $self = shift;
  my $start = shift;
  my $seconds = shift;

  # the maximum time after which we stop searching for business hours
  my $MAXTIME = (30 * 24 * 60 * 60); # 30 days

  my $first;

  my $period = (24 * 60 * 60);
  my $begin = $start - $period;

  my $hours = new Set::IntSpan;
  while ($hours->empty or $self->between($hours->first, $start) <= 
$seconds) {

if ($begin <= $start - $MAXTIME) {
  return -1;
}
$hours = $self->for_timespan(Start => $begin, End => $start);

$begin -= $period;
  }

  my @elements = reverse elements $hours;
  $first = $elements[$seconds];

  return $first;
  }

1; #this line is important and will help the module return a true value
}

Regards,
Gene

At 08:25 AM 12/4/2007, Roy El-Hames wrote:

Hi Mark;

Thanks for your reply, I am looking for the business hours/ or 
seconds between 2 time stamps I had a look at the cpan page before I 
emailed the list but unfortuantely I either did not understand it or 
missing something .. I also tried the between routine and can't 
figure it out,
I was hoping someone have actually used this module similar to the 
calculation I need .. which is basically how long in working hours 
did the ticket last from open to close ..


Regards;
Roy


Roedel, Mark wrote:

You don't say exactly what you're looking for as output.  As noted in
the Business::Hours documentation, for_timespan returns a Set::IntSpan,
which is what you're seeing in your dump.  Just eyeballing things, it
looks like the 'edges' array contains Unix timestamps corresponding to
the beginnings and ends of the ranges of time between your start and 
end

which fall within the business hours you defined.
http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information
on working with a Set::IntSpan.

If you're just trying to get the number of business hours that occur
within your range, Business::Hours does also have a "between" 
subroutine

that returns the number of business seconds between two timestamps.
(See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm
for full information on Business::Hours.)


--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas  USA



-Original Message-----
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Roy
El-Hames
Sent: Tuesday, December 04, 2007 7:27 AM
To: RT Users
Subject: [rt-users] Business Hours help please

Hi ;

Can anyone help me with the code of how to determine the Business 
Hours between 2 dates:

What I got :
my $hours = Business::Hours->new();
$hours->business_hours(
 0 => { Name => 'Sunday', Start => undef, End => undef },
  1 => { Name => 'Monday', Start => '09:00', End => '17:30' },
  2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' },
  3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' },
  4 => { Name => 'Thursday', Start => '09:00', End => '17:30' },
  5 => { Name => 'Friday', Start => '09:00', End => '17:30' },
  6 => { Name => 'Saturday', Start => undef, End => undef }
 );
my $wtime = $hours->for_timespan(Start => time(), End =>
time()+(86400*7));
my $splosh = Dumper($wtime) ;

print "$splosh nnn\n";

I get :
$VAR1 = bless( {
 'negInf' => 0,
 'edges' => [
  1196774745,
  1196789399,
  1196845199,
  1196875799,
  1196931599,
  1196962199,
  1197017999,
  1197048599,
  11972771

Re: [rt-users] Business Hours help please

[Roy El-Hames]

Hi Mark;

Thanks for your reply, I am looking for the business hours/ or seconds 
between 2 time stamps I had a look at the cpan page before I emailed the 
list but unfortuantely I either did not understand it or missing 
something .. I also tried the between routine and can't figure it out,
I was hoping someone have actually used this module similar to the 
calculation I need .. which is basically how long in working hours did 
the ticket last from open to close ..


Regards;
Roy


Roedel, Mark wrote:

You don't say exactly what you're looking for as output.  As noted in
the Business::Hours documentation, for_timespan returns a Set::IntSpan,
which is what you're seeing in your dump.  Just eyeballing things, it
looks like the 'edges' array contains Unix timestamps corresponding to
the beginnings and ends of the ranges of time between your start and end
which fall within the business hours you defined.
http://search.cpan.org/dist/Set-IntSpan/IntSpan.pm has more information
on working with a Set::IntSpan.

If you're just trying to get the number of business hours that occur
within your range, Business::Hours does also have a "between" subroutine
that returns the number of business seconds between two timestamps.
(See http://search.cpan.org/dist/Business-Hours/lib/Business/Hours.pm
for full information on Business::Hours.)


--
Mark Roedel
Senior Programmer / Analyst
LeTourneau University
Longview, Texas  USA



-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Roy
El-Hames
Sent: Tuesday, December 04, 2007 7:27 AM
To: RT Users
Subject: [rt-users] Business Hours help please

Hi ;

Can anyone help me with the code of how to determine the Business Hours 
between 2 dates:

What I got :
my $hours = Business::Hours->new();
$hours->business_hours(
 0 => { Name => 'Sunday', Start => undef, End => undef },
  1 => { Name => 'Monday', Start => '09:00', End => '17:30' },
  2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' },
  3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' },
  4 => { Name => 'Thursday', Start => '09:00', End => '17:30' },
  5 => { Name => 'Friday', Start => '09:00', End => '17:30' },
  6 => { Name => 'Saturday', Start => undef, End => undef }
 );
my $wtime = $hours->for_timespan(Start => time(), End =>
time()+(86400*7));
my $splosh = Dumper($wtime) ;

print "$splosh nnn\n";

I get :
$VAR1 = bless( {
 'negInf' => 0,
 'edges' => [
  1196774745,
  1196789399,
  1196845199,
  1196875799,
  1196931599,
  1196962199,
  1197017999,
  1197048599,
  1197277199,
  1197307799,
  1197363599,
  1197379546
],
 'posInf' => 0,
 'empty_string' => \'-'
   }, 'Set::IntSpan' );
 nnn


  


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Re: [rt-users] Scrip condition input request

[Roy El-Hames]

So Mathew I am guessing you want tickets moved to the TechOps queue to 
change to new if these were moved from TriageQueue , then I would 
suggest you do a queue script (ie not global) in the TechOps queue , 
with the On Queue change condition and User defined Action, return 1; 
for prep code and action clean up as follows:

if ($self->TransactionObj->OldValue == 18) {
   $self->TicketObj->SetStatus('new');
return 1;
} else {
return undef;
}

Change the 18 to the value of the queue id for your TriageQueue ; I 
tried using Queue name did not work.


Good luck;
Roy

Mathew Snyder wrote:

Well, I thought I had solved the problem.  However, had noticed a potential
problem with the way I had it set up:

if ($self->TransactionObj->NewValue eq "TechOps") {
  return 0;
}else{
  $self->TicketObj->SetStatus('new');
  return 1;
}

I need the status set to new for anything that isn't coming from our triage
queue.  Right now it looks as if it will avoid being set to new regardless of
which queue it comes from.  This doesn't work with our policies.

I thought that if I modify it to include the old value of the triage queue it
would work.  But instead, it sets it to new again.

if ($self->TransactionObj->OldValue eq "TriageQueue" &&
$self->TransactionObj->NewValue eq "TechOps") {
  return 0;
}else{
  $self->TicketObj->SetStatus('new');
  return 1;
}

I then reset the code to the former value (without the OldValue condition) and
now it sets it to new again.  I'm so confrused :(

Keep up with me and what I'm up to: http://theillien.blogspot.com


Mathew Snyder wrote:
  

Thanks. I removed the first 'if' as suggested by both you and Todd (this didn't
seem to work before which is why it was still in there after Todd's suggestion).
 I've tested it on our development server and it seems to do what I think it
should.  However, I have admin rights so I need to verify with someone who's
rights are limited that it is actually working.

I've also removed the criteria that the owner not be Nobody as it seems moot for
our needs.  The NewStatus method makes use of either the queue name or id.

Thanks again.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Roy El-Hames wrote:


Matthew;

Why do you need the first if, as your condition is Queue change which
should compensate for :

if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field
eq "Queue") {

Also

$self->TransactionObj->NewValue eq "TechOps"

I am guessing this should be the Queue Id and not Name, ie number not
label.

Regards;
Roy

Mathew Snyder wrote:
  

I haven't been able to sort this out.  When I move a ticket from our
triage
queue to our TechOps queue it is still reset to new.  Anyone have any
thoughts
on how to get this working?

Condition: On Queue Change
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:

Custom action preparation code:
return 1;

Custom action cleanup code:
if ($self->TransactionObj->Type eq "Set" &&
$self->TransactionObj->Field eq
"Queue") {
  if ($self->TransactionObj->NewValue eq "TechOps" ||
$self->TicketObj->Owner !=
10) {
return 0;
  }else{
$self->TicketObj->SetStatus('new');
return 1;
  }
}


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Re: [rt-users] Scrip condition input request

[Roy El-Hames]

Matthew;

Why do you need the first if, as your condition is Queue change which 
should compensate for :


if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq 
"Queue") {

Also

$self->TransactionObj->NewValue eq "TechOps"

I am guessing this should be the Queue Id and not Name, ie number not label.

Regards;
Roy

Mathew Snyder wrote:

I haven't been able to sort this out.  When I move a ticket from our triage
queue to our TechOps queue it is still reset to new.  Anyone have any thoughts
on how to get this working?

Condition: On Queue Change
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate

Custom condition:

Custom action preparation code:
return 1;

Custom action cleanup code:
if ($self->TransactionObj->Type eq "Set" && $self->TransactionObj->Field eq
"Queue") {
  if ($self->TransactionObj->NewValue eq "TechOps" || $self->TicketObj->Owner !=
10) {
return 0;
  }else{
$self->TicketObj->SetStatus('new');
return 1;
  }
}


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[rt-users] Business Hours help please

[Roy El-Hames]

Hi ;

Can anyone help me with the code of how to determine the Business Hours 
between 2 dates:

What I got :
my $hours = Business::Hours->new();
$hours->business_hours(
0 => { Name => 'Sunday', Start => undef, End => undef },
 1 => { Name => 'Monday', Start => '09:00', End => '17:30' },
 2 => { Name => 'Tuesday', Start => '09:00', End => '17:30' },
 3 => { Name => 'Wednesday', Start => '09:00', End => '17:30' },
 4 => { Name => 'Thursday', Start => '09:00', End => '17:30' },
 5 => { Name => 'Friday', Start => '09:00', End => '17:30' },
 6 => { Name => 'Saturday', Start => undef, End => undef }
);
my $wtime = $hours->for_timespan(Start => time(), End => time()+(86400*7));
my $splosh = Dumper($wtime) ;

print "$splosh nnn\n";

I get :
$VAR1 = bless( {
'negInf' => 0,
'edges' => [
 1196774745,
 1196789399,
 1196845199,
 1196875799,
 1196931599,
 1196962199,
 1197017999,
 1197048599,
 1197277199,
 1197307799,
 1197363599,
 1197379546
   ],
'posInf' => 0,
'empty_string' => \'-'
  }, 'Set::IntSpan' );
nnn


Help please,

Thanks;
Roy
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Re: [rt-users] RT Scalability

[Roy El-Hames]

Mark;

One thing I would recommend is to split the web from db and get them 
running on 2 different servers , we found that made huge difference to 
the front end usability.

Regards;
Roy


Mark Chappell wrote:



Subject:
Re: [rt-users] RT Scalability
From:
Mark Chappell <[EMAIL PROTECTED]>
Date:
Mon, 26 Nov 2007 16:50:33 +
To:
Jesse Vincent <[EMAIL PROTECTED]>

To:
Jesse Vincent <[EMAIL PROTECTED]>
CC:
rt-users@lists.bestpractical.com



Jesse Vincent wrote:

Can you talk about what you've done to tune your MySQL server? MySQL 
performance tuning can take you a lot larger than you're currently 
at. Having enough RAM and _using_ it are both important for keeping 
mysql purring. 



The bulk of the tuning was done before my time, it's mostly a stock RT 
with some minor my.conf changes




#

# Performance Tuning

#

key_buffer  = 384M

table_cache = 512

sort_buffer_size= 2M

read_buffer_size= 2M

myisam_sort_buffer_size = 64M

thread_cache= 8

# try number of CPU's*2 for thread_concurrency

thread_concurrency  = 8



query_cache_size= 64M

#query_cache_type   = 1



innodb_data_home_dir = /var/lib/mysql/

innodb_data_file_path = ibdata1:10M:autoextend

innodb_log_group_home_dir = /var/lib/mysql/

innodb_log_arch_dir = /var/lib/mysql/

# You can set .._buffer_pool_size up to 50 - 80 %

# of RAM but beware of setting memory usage too high

innodb_buffer_pool_size = 384M

innodb_additional_mem_pool_size = 20M

# Set .._log_file_size to 25 % of buffer pool size

innodb_log_file_size = 64M

innodb_log_buffer_size = 8M

innodb_flush_log_at_trx_commit = 1

innodb_lock_wait_timeout = 50



MySQL seems to be munching on about 1/3rd of the available memory (2Gb), 
and splitting the CPU load about 50/50 with apache.  During the day load 
averages of >5 aren't that uncommon at the minute.




Last time I tried looking on a test server with just me, a sizable chunk 
of time seemed to be being eaten by ACL queries which we played with but 
couldn't seem to get optimised.




With a handful of us testing out the Postgres based cluster things seem 
to be moving much faster, but it's supposed to be able to tune its 
self...  With 3 sites, we can also now offer automatic failover, which 
management types seem to be interested in.




I'm pretty impressed with just how well RT has scaled, however, I'm 
curious as to how many other people have tried pushing RT this far. 
I know of a VOIP provider with (a locally hacked and improved) RT 
with 16 million tickets in it. 



I was curious since most of the random RT databases I've seen appear to 
be handing out tickets in the tens on thousands range, and at peak times 
of the year we were churning through about 1000 tickets a day.




Database tuning, definately a black art, but pure magic when you get it 
right...






Mark

  


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Re: [rt-users] SLA timers?

[Roy El-Hames]

What I have here is a custom field (select one value) with sla's listed, 
the cf apply to all queues.
A global scrip that set the Due date based on the value of the cf sla 
selected.
in most cases the sla is selected by the staff member pending on the 
issue.We have some queues where sla's are assigned automatically , for 
those I use the Due fields available from the Queue properties.
On the wiki there are samples and scrips on how to deal with custom 
fields values in scrips, Possibly the only complication, is the business 
hours part, but even that is described in the wiki as per the below.


Regards;
Roy

Wouter van den Bergh wrote:

Hi,

 


This comes close, but I need a few more additions.

 


We use different SLA's, so I will need to be able to select an SLA with a timer 
configured with it. Our best SLA's are 24x7, so they don't deal with business 
hours. Our other SLA's are withtin business hours, but vary from 8 hours to 48 
hours, so on ticket creation I somehow need to be able to select the correct 
SLA for the ticket so it loads the correct timer.

 


Cheers,

 

Met vriendelijke groet, 




Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl   

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 




[EMAIL PROTECTED] 




From: mhi [mailto:[EMAIL PROTECTED] 
Sent: woensdag 21 november 2007 14:45

To: Wouter van den Bergh
Subject: RE: [rt-users] SLA timers?

 


I have set up this feature using DueDateinBusinessHours's scrip

have a look at this link 
http://wiki.bestpractical.com/view/DueDateinBusinessHours

 


Hope this help

 


Marouane HIMDI
Ingénieur Docteur 
QoS & Test en charges


 


KEREVAL
80 Avenue des Buttes de Coësmes
Immeuble Gallium 35700 Rennes - France
Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12
http://www.kereval.com  

 




De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Wouter van den 
Bergh
Envoyé : mercredi 21 novembre 2007 12:11
À : rt-users@lists.bestpractical.com
Objet : [rt-users] SLA timers?

Hi,

 


I am wondering is its possible to create an SLA with for example 8 hours, and 
that when some one creates a ticket, they select the SLA, and a timer go's 
running with that ticket that shows how much time is left on working on the 
ticket. Is this possible in RT, and if yes,  is there some documentation on 
this I can read about?

 

Cheers, 

 

Met vriendelijke groet, 




Wouter van den Bergh, Customer Support Engineer 2nd Line 

Easynet Nederland B.V., http://www.easynet.nl   

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05 




[EMAIL PROTECTED] 

 



  



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Re: [rt-users] SLA timers?

[Roy El-Hames]

Wouter;

I am guessing you need this (how long left) visible from search pages ...
I think using the Due and DueRelative should do the trick for you??

Roy

Drew Barnes wrote:

You could set up a queue for each SLA that autosets the due date with
the create scrip.  The wiki has examples of a lot of scrips that should
help you cobble one together.


Wouter van den Bergh wrote:
  

Hi,

 


I am wondering is its possible to create an SLA with for example 8
hours, and that when some one creates a ticket, they select the SLA,
and a timer go’s running with that ticket that shows how much time is
left on working on the ticket. Is this possible in RT, and if yes,  is
there some documentation on this I can read about?

 


Cheers,

 


Met vriendelijke groet,



Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl 

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05



[EMAIL PROTECTED]

 




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Re: [rt-users] Groups For Unprivileged Users

[Roy El-Hames]

Arun;

You *Maybe* able to do the following:
- create a group and give that group the access/right you need to the queue
- make the users you want to give them access privileged so you can add 
them to the group
- once you have added them remove their privilege (untick the tick for 
each user) ..

I am guessing this will work for you.

In my system here we have more or less the same as Kenneth described .. 
but its a pain to manage with 1 or so not so privileged users


Regards;
Roy

Kenneth Crocker wrote:

Arun & Kevin,


I understand what your asking about and the truth is the whole 
point behind an "unprivileged" user is that they have NO rights. Then, 
of course, we ALLOW them to have rights via the system group 
"Unprivileged". What we did to deal with this was to ignore the 
concept of "unprivileged" completely. For us, the concept of an 
Unprivileged user is SO limited in our environment that it (as a 
system group) really doesn't exist. If we want any type of user to be 
able to see the history of a ticket, resolved or not, then we grant 
"SeeTicket", "SeeOutgoingEmail" to GLOBAL Requestors. That way ANY 
person that made a request could always look at the ticket they 
created without seeing anyone elses (we also don't allow any requestor 
to see comments, EVER). If we have a certain number of similar 
"Unprivileged" requestors, we create a group for them and put their 
ID's in the group and grant extremely limited rights to that group 
globally or to whatever queue they need to see, in essence, the 
"unprivileged" becomes "Privileged".  That does mean there are more 
groups than some would like, but we can define/refine the usage we 
allow to our RT queues much better. The only individuals that are 
granted rights on an individual basis is me and my backup (as 
"SuperUser"). Everyone else is in some group or global role, etc. 
Hopes this idea helps.



Kenn
LBNL

On 11/2/2007 6:56 PM, Arun Mahajan wrote:

Hello Kenneth,

Thanks a lot. I tried that and it worked. But is there a way to allow a
few unprivilged users access to a queue and leave the others. For 
Example:
If i have user A, B and C, can i allow access to only User A and 
restrict

B & C from accessing information in a queue.

Regards,

Arun Mahajan


Arun,


Try removing the "CreateTicket" right from the global 
"unprivileged"
and put it in the "unprivileged" of just the queues you want it in. 
That

way, "unprivileged" will not be able to create any tickets in those
queues that do not allow that right.


Kenn
LBNL

On 11/2/2007 10:50 AM, Arun Mahajan wrote:

Hi,

I'm new to request tracker and have been trying to configure it for my
organization. Can anybody tell me if there's a way to create groups 
for

unprivilged users. Currently, all the unprivileged users that i have
created are part of one single group "Unprivileged". This doesn't 
allow

me
to restrict a few of the unprivileged users from creating tickets in
certain queues.

Regards,

Arun Mahajan




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Re: [rt-users] What is searchbuilder

[Roy El-Hames]

Can you use RT without it ???

Roy

Micah Gersten wrote:

My company is running an RT installation v. 3.6.0.

 


What is searchbuilder?  Can we use it to speed up RT searches?

 


Thank you,

Micah Gersten

onShore Networks


  



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Re: R: [rt-users] RT 3.6.3 Reverse History Order patch

[Roy El-Hames]

Olly;
I am running 3.6.3 and newest transactions at the top, I have
Set($OldestTransactionsFirst, '0');
working fine for me ... Remember to restart apache

There is a work around if you wish you can modify 
/opt/rt3/local/html/Ticket/Elements/ShowHistory and change

$Transactions->OrderByCols( { FIELD => 'Created',
 ORDER => $OldestFirst },
   { FIELD => 'id',
 ORDER => $OldestFirst },
 );
to
$Transactions->OrderByCols( { FIELD => 'Created',
 ORDER => 'DESC' },
   { FIELD => 'id',
 ORDER => 'DESC' },
 );

Roy
[EMAIL PROTECTED] wrote:

Gianluca
Thanks for that wich I already have, i.e. tickets sorted by created 
DESC order.

My question is different:
i.e.
ticket transactions: how to sort the transactions in reverse order.
instead of the default OldestTransactionsFirst

regards
Olly

On Fri, 26 Oct 2007, Gianluca Cecchi wrote:



Or you can do eventually
login as root
Select preferences (top right)
Select RT at a glance
Select unowned tickets
at right side where there is "order by"
first option by default is
Created   Asc

Change to Desc

But I don't know it this affects also non root users when they log-on 
or how to modify their preferences if not...


Gianluca


-Messaggio originale-
Da: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] Per conto
di Kenneth Crocker
Inviato: venerdì 26 ottobre 2007 0.25
A: [EMAIL PROTECTED]
Cc: rt-users@lists.bestpractical.com
Oggetto: Re: [rt-users] RT 3.6.3 Reverse History Order patch

o.nash


We have 3.6.4 and don't have the problem you described.
Perhaps an upgrade to that version will resolve the problem.


Kenn
LBNL

On 10/25/2007 3:00 PM, [EMAIL PROTECTED] wrote:

running RT 3.6.3 on linux.
I read http://wiki.bestpractical.com/view/ReverseHistoryOrder
Which desribes some patches that will change the

Transaction history order

of tickets viewed on webpage.

I tried the first simple option described:
added line to RT_SiteConfig
Set($OldestTransactionsFirst, 1);
then cleared mason cache
restarted apache but the history still shows Oldest First.
Setting Set($OldestTransactionsFirst, 1); causes apache to

fail to restart

with erros about file permissions strange.

So does anybody have a work around for RT 3.6.3 to do this.
--
thanks
Oliver
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Re: [rt-users] Remove Watcher Right?

[Roy El-Hames]

Matthew;

I think the right you need is ShowOutgoingEmail ..

Roy


Mathew Snyder wrote:

As a superuser, I see a section for removing watchers from outgoing emails.  Is
it possible to allow norm users to see this and change it?  I see the
ModifyQueueWatchers right but that doesn't seem to have an affect.

  


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Re: [rt-users] Moved Database, now cannot create sessions

[Roy El-Hames]

Ah ok sorry ..
When you logged in via sql from another host did you login as the rt 
user and the rt password??
Have you got logging enabled on your sql server and debug level logging 
on RT? what is in the log files??

Roy

Mathew Snyder wrote:

Let me clarify.  I ran that query and added the user.  However, this did not
make RT work.  The query itself did, though.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Roy El-Hames wrote:
  

Well thats your answer Mathew, unless you grant the permissions RT is
not going to work for you..
What errors are you getting when you granting permissions??

Roy


Mathew Snyder wrote:


I ran
GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY
'rt_password'
when I first migrated it.  It didn't work.  I then actually went
through the
process of installing RT on the database server in order to utilize `make
initialize-database`.  This didn't work either.

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Roy El-Hames wrote:
 
  

Matthew;
It sounds to me you forgot to :

GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.*
TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
'${RT::DatabasePassword}'
;");

Roy


Mathew Snyder wrote:
   


I figured out that I need to use the session file instead of the
database.  I
linked the error together with what I found in RT_SiteConfig.pm.

Now I can get the login screen but can't login.  I'm guessing that the
remote
database isn't being located/connected to.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Mathew Snyder wrote:
 
 
  

I'm guessing the problem here is that MySQL is trying to write the
session data
to this directory.  However, with the database now on another server
it clearly
doesn't have access to it.  Is this correct?

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Re: [rt-users] Moved Database, now cannot create sessions

[Roy El-Hames]

Well thats your answer Mathew, unless you grant the permissions RT is 
not going to work for you..

What errors are you getting when you granting permissions??

Roy


Mathew Snyder wrote:

I ran
GRANT ALL ON rt_database.* to 'rt_user'@'rt_server' IDENTIFIED BY 'rt_password'
when I first migrated it.  It didn't work.  I then actually went through the
process of installing RT on the database server in order to utilize `make
initialize-database`.  This didn't work either.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Roy El-Hames wrote:
  

Matthew;
It sounds to me you forgot to :

GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.*
TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY
'${RT::DatabasePassword}'
;");

Roy


Mathew Snyder wrote:


I figured out that I need to use the session file instead of the
database.  I
linked the error together with what I found in RT_SiteConfig.pm.

Now I can get the login screen but can't login.  I'm guessing that the
remote
database isn't being located/connected to.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Mathew Snyder wrote:
 
  

I'm guessing the problem here is that MySQL is trying to write the
session data
to this directory.  However, with the database now on another server
it clearly
doesn't have access to it.  Is this correct?

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Re: [rt-users] Moved Database, now cannot create sessions

[Roy El-Hames]

Matthew;
It sounds to me you forgot to :

GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON ${RT::DatabaseName}.* 
TO ${RT::DatabaseUser}\@'${RT::DatabaseRTHost}' IDENTIFIED BY 
'${RT::DatabasePassword}'

;");

Roy


Mathew Snyder wrote:

I figured out that I need to use the session file instead of the database.  I
linked the error together with what I found in RT_SiteConfig.pm.

Now I can get the login screen but can't login.  I'm guessing that the remote
database isn't being located/connected to.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Mathew Snyder wrote:
  

I'm guessing the problem here is that MySQL is trying to write the session data
to this directory.  However, with the database now on another server it clearly
doesn't have access to it.  Is this correct?

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Re: [rt-users] RT bottlenecks

[Roy El-Hames]

Matthew;
If you have any benchmarking techniques , can you share them please I'll 
be interested in how to monitor RT activities.

Regards;
Roy

Mathew wrote:

Version 3.6.1 actually.  I'll give it a try though and see what happens.
 I know there is a benchmarking method that was explained in the RT
training I attended so I'll look in my documentation and see what I find
for that.

Keep up with my goings on at http://theillien.blogspot.com

Roy El-Hames wrote:
  

Matthew;
What version of RT are you using?
With > 3.6.1, I noticed slowness with transaction custom fields queries,
if you do not use them try and comment out the following lines from
html/Ticket/Elements/ShowTransaction

%# if ($Transaction->CustomFieldValues->Count) {
%#  <& /Elements/ShowCustomFields, Object => $Transaction &>
%#}

You may find tickets display quicker --but again do this if you do not
use Transaction CF's--

Regards;
Roy

Mathew wrote:


I've been informed that some are beginning to complain about the speed
of RT when it comes to loading tickets that contain attachments.  This
has led to the question of distributed computing in the way of load
balancing.  I'd like to avoid moving in this direction with RT as we
don't have the need for it.  Our user base is small as is our ticket
count.

It would seem that most of the bottleneck comes from actually loading
the page.  I've found that tickets with numerous transactions (exact
number not known) tend to be slow to load even without attachments.

How should I go about pinpointing the bottleneck so I can find a
solution that won't require a major tech refresh?


Mathew
  
  



  


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Re: [rt-users] RT bottlenecks

[Roy El-Hames]

Matthew;
What version of RT are you using?
With > 3.6.1, I noticed slowness with transaction custom fields queries, 
if you do not use them try and comment out the following lines from 
html/Ticket/Elements/ShowTransaction


%# if ($Transaction->CustomFieldValues->Count) {
%#  <& /Elements/ShowCustomFields, Object => $Transaction &>
%#}

You may find tickets display quicker --but again do this if you do not 
use Transaction CF's--


Regards;
Roy

Mathew wrote:

I've been informed that some are beginning to complain about the speed
of RT when it comes to loading tickets that contain attachments.  This
has led to the question of distributed computing in the way of load
balancing.  I'd like to avoid moving in this direction with RT as we
don't have the need for it.  Our user base is small as is our ticket count.

It would seem that most of the bottleneck comes from actually loading
the page.  I've found that tickets with numerous transactions (exact
number not known) tend to be slow to load even without attachments.

How should I go about pinpointing the bottleneck so I can find a
solution that won't require a major tech refresh?


Mathew
  


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Re: [rt-users] SelfService: Searching only your own tickets?

[Roy El-Hames]

I thought that was default behaviour?? but maybe it depends on what 
permissions you assigned to the Everyone and Requesters groups


Roy


Thierry Thelliez wrote:

Is it possible to configure the SelfService GoTo Ticket interface to
only search for tickets initiated by the current user?

We do not want users to be able to see each others tickets.


Thanks,
Thierry Thelliez
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Re: [rt-users] Queue list on Comment/Reply page

[Roy El-Hames]

Sorry Mathew you are absolutely right, I so used to my customised 
version that I forgot what is out of the box, I am not sure why the RT 
folks left it out.
You can add the queue either using call backs (though not sure how to do 
this - If you get a working call back please tell me how these are 
done), Or you can easily add the Queue list by modifying 
Ticket/Update.html adding:
<&|/l&>Queue:<& /Elements/SelectQueue, 
Name => "Queue", Default =>$TicketObj->QueueObj->Id &> 


Regards;
Roy


Mathew Snyder wrote:

Also, as the admin I have SuperUser rights so permissions shouldn't be the 
issue.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Raed El-Hames wrote:
  

It should already be there -the row between Status and update type .. or
am I mis-understanding your question
I am guessing you have permission problems which also relates to your
Child tickets problem
Roy
- Original Message - From: "Mathew Snyder" <[EMAIL PROTECTED]>
To: "RT Users" 
Sent: Monday, September 17, 2007 7:20 PM
Subject: [rt-users] Queue list on Comment/Reply page




How hard would it be to add a drop down list of all of the queues to the
Comment/Reply page?

--
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Re: [rt-users] Auto-creating child tickets

[Roy El-Hames]

Matthew;
Have you looked at the permissions you have on that queue, do you have 
Show Ticket right ..

Roy

Mathew wrote:

Does anyone have any thoughts on this?

Keep up with my goings on at http://theillien.blogspot.com

Mathew wrote:
  

I've applied the approval creation explanations on the wiki to an
auto-child ticket creation.  However, the child tickets don't appear in
the queue I've set them to.  Looking in the database, I see that the
tickets do exists and they are in the queue they are supposed to be in
but they aren't in the GUI.  Anyone know what I should be looking at to
resolve this?



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Re: [rt-users] User duplication

[Roy El-Hames]

Hi Kenneth;

I am guessing you mean the Name column and not the Id column within the 
Users table, (if its the Id column then you need to check the sql 
engine, that field is pri auto_incremented and the sql engine should n't 
be allowing duplicate to happen) ..
I have seen a duplicate Name, in my case it was due to someone changing 
things from mysql (which is wrong), it may also happen with some sort of 
import.

what I did to fix is by using sql I changed the name:
update Users set Name = x where Name = Y (for each one you do not want 
to keep); then used RT to remove group membership if any exist then 
disable the users ..
then if you wish delete them from the database using sql or better still 
use rtx-shredder (if it works for you).


Roy
Kenneth Crocker wrote:

To all,


I've noticed that RT, in this case 3.4.4, allows duplicate 
UserIds. I've got a user that is in the system with 3 Ids that ALL 
look exactly the same. One with an E_mail address, the other 2 without 
and they were ALL created by the system. I have three questions:

1) Is this normal or OK?
2) what can I do to stop this behavior?
3) How can I get rid of the two USerIDs I do NOT want? (SQL?)

Well, maybe that's 4 questions. Anyway, does anyone have any 
experience in this situation and can you give me some advice on the 
above? Thanks.


Kenn
LBNL
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Re: [rt-users] Reassigning Tickets

[Roy El-Hames]

Mathew;
Where I am anyone can assign to anyone , for that I commented out the 
following lines in Ticket_Overlay.pm


#if (( $Type ne 'Steal' )
   #and ( $Type ne 'Force' )
   #and#If we're not stealing
   #( $self->OwnerObj->Id != $RT::Nobody->Id ) and#and the 
owner is set

   #( $self->CurrentUser->Id ne $self->OwnerObj->Id() )
   #  ) { #and it's not us
   #return ( 0, $self->loc("You can only take tickets that are 
unowned") )

   #if $NewOwnerObj->id == $self->CurrentUser->id;
   #return (
   #0,
   #$self->loc("You can only reassign tickets that you own or 
that are unowned" )

   #);
   #}
   ## End Change

You probably need to modify it rather than comment it out , I am just 
pointing out where to look.

Regards;
Roy


Mathew Snyder wrote:

It seems to me that, as the RT Admin with SuperUser rights, I should be able to
give tickets which I don't own to someone else.  Instead, I have to steal the
ticket and then reassign it.  Is there a workaround for this?  It seems like a
bit of unnecessary work for someone that has admin rights.

  


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Re: [rt-users] Insert blank column in results

[Roy El-Hames]

Keith;
Have you tried selecting NEWLINE from Display Columuns  (give it a title 
of blank if you wish)??

Roy

Keith Edmunds wrote:

On Thu, 16 Aug 2007 08:56:09 -0400, [EMAIL PROTECTED] said:

  
Doesn't look like the Search Builder UI has a blank element for you 
to add. What you can do is construct or load your search and then 
switch to the Advanced page. The lower text box lists the results 
fields - you can insert blank fields like this:


'',  



Thanks for the suggestion, but it doesn't seem to work. No error, but no
blank column output either.

Keith
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Re: [rt-users] I forgot how to do this

[Roy El-Hames]

Ok hold on I just looked at your code, what are you looking for the 
different values you have set for one custom field ;
ie 1-  you have your Enviroment cf as a select one/multi value cf with 
different options and you are looking for the different options ??
or 2-  are you looking for the values of the Enviromnet cf that have 
been set by the users on the different tickets ??


RT::CustomFieldValues used for 1
RT::ObjectCustomFieldValues used for 2 (but sorry still can't find the 
function that may help you)


Roy


Mathew Snyder wrote:

Mathew Snyder wrote:
  

I need to get a list of all of the values for one particular custom field.  I
had a script which did this after about a week or two of banging my head against
my desk.  However, I no longer have this script and am left banging my head
again as I've forgotten how to gather this list up.

I've tried using CustomFieldValue, CustomFieldValues, CustomField and
CustomFields.  I can't for the life of me figure out how to do this.  Can
someone point me in the right direction?




This is what I'm working with:
#!/usr/bin/perl

use warnings;
use strict;
use lib '/usr/local/rt3/lib';
use lib '/usr/local/rt3/local/lib';
use RT;
use RT::Users;

RT::LoadConfig(); ## Loading RT config
RT::Init(); ## Initialise RT

my $cf_name = "Environment";
my @envs;

my $cf = RT::CustomFieldValues->new(RT::SystemUser);
$cf->LimitToCustomField($cf_name);

while (my $cfval = $cf->Next() ){
   print $cfval->Name . "\n";
};

Using Data::Dumper I have the following output:
$VAR1 = bless( {
 '_open_parens' => {},
 'alias_count' => 0,
 'where_clause' => '',
 'order_by' => [
 {
   'ORDER' => 'ASC',
   'FIELD' => 'SortOrder',
   'ALIAS' => 'main'
 },
 {
   'ORDER' => 'ASC',
   'FIELD' => 'Name',
   'ALIAS' => 'main'
 },
 {
   'ORDER' => 'ASC',
   'FIELD' => 'id',
   'ALIAS' => 'main'
 }
   ],
 'table' => 'CustomFieldValues',
 'tables' => '',
 'is_limited' => 1,
 'order' => '',
 'user' => bless( {
'_Class' => 'RT::CurrentUser',
'_SB_Record_Primary_RecordCache_key' => 
'id=1',
'table' => 'Users',
'values' => {
  'creator' => '1',
  'comments' => 'Do not delete
or modify this user. It is integral to RT\'s internal database structures',
  'state' => undef,
  'webencoding' => undef,
  'realname' => 'The RT System
itself',
  'password' => '*NO-PASSWORD*',
  'authsystem' => undef,
  'homephone' => undef,
  'id' => '1',
  'timezone' => undef,
  'lang' => undef,
  'name' => 'RT_System',
  'contactinfosystem' => undef,
  'zip' => undef,
  'emailencoding' => undef,
  'lastupdated' => '2004-05-06
17:46:38',
  'signature' => undef,
  'externalauthid' => undef,
  'address1' => undef,
  'workphone' => undef,
  'emailaddress' => undef,
  'freeformcontactinfo' => 
undef,
  'city' => undef,
  'gecos' => undef,
  'organization' => undef,
  'country' => undef,
  'mobilephone' => undef,
  'nickname' =

Re: [rt-users] I forgot how to do this

[Roy El-Hames]

Matthew;

If you want (needed urgent) you can get your data using dbi and query 
the tables directly, the queries you need:
select o.content from ObjectCustomFieldValues o left join CustomFields c 
on o.CustomField = c.id where c.Name = 'Environment';


I don't **think** there is a way within the RT methods to grab all 
values for a particular CF, from what I've seen it'll expect a ticket id 
(ie pull the value for one ticket) ..but I might be wrong .. if you are 
desperate use dbi as I mentioned above.


Regards;
Roy


Mathew Snyder wrote:

I need an outside script to provide the details so I can feed them into another
application.

Keep up with me and what I'm up to: http://theillien.blogspot.com


James Moseley wrote:
  

Matthew, what are you trying to accomplish?  Are you trying to come up with
a RT scrip to get these values from within RT, or do you simply need an
outside script to provide these details?


James Moseley




   
 Mathew Snyder 
 <[EMAIL PROTECTED] 
 com>   To 
 Sent by:  RT Users
 rt-users-bounces@   
 lists.bestpractic  cc 
 al.com
   Subject 
   Re: [rt-users] I forgot how to do   
 08/09/2007 12:16  this
 PM
   
   
   
   
   





Mathew Snyder wrote:


I need to get a list of all of the values for one particular custom
  

field.  I


had a script which did this after about a week or two of banging my head
  

against


my desk.  However, I no longer have this script and am left banging my
  

head


again as I've forgotten how to gather this list up.

I've tried using CustomFieldValue, CustomFieldValues, CustomField and
CustomFields.  I can't for the life of me figure out how to do this.  Can
someone point me in the right direction?

  

Can anyone help with this?  I've exhausted all of the ideas I've come up
with to
sort it out.

Mathew
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Re: [rt-users] Re: Query to find open tickets where customer hasn't been replied to

[Roy El-Hames]

A working practise that we use here (and I believe its common) is if we 
are waiting on a customer response set the ticket to stalled ..
There are global scrip that open the ticket again on correspond 
(assuming that your customers can only respond to tickets and not 
comment) ..


Regards;
Roy

Gary Oberbrunner wrote:

Robert Long wrote:
  

Gary Oberbrunner wrote:


Isn't this a common thing, to want to find the open tickets that aren't
being handled in a timely fashion?
  

How about setting up a custom field like  "Where the ball lays" with
values of "Customer" or "Us".  Then write a scrip to flip that value if
one of your people replies to the ticket ( if they're all part of the
same group this would be easy ), and another scrip to flip the value
back if the ticket is updated by someone else (You could do this all in
the same scrip I do suppose, for some reason I opted to do it in two).

Then you can just create a search for 'not resolved' and 'The ball is in
our court'..  I even go so far as to have my RT at a glance configured
so I list tickets I need to respond to separately from those that I have
responded to.



OK, that's clever.  I'm going to look into that.  Thank you!

-- Gary
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Re: [rt-users] request for feedback on a patch for RT 3.6.4

[Roy El-Hames]

Rus;

Just applied the patch a query similar to the below:
- before the patch I stopped  it after 3 minutes no results,
- after the patch it returned the correct results within seconds ..

Regards;
Roy


James Moseley wrote:


(  Status = 'new' OR Status = 'open' ) AND  (  Cc.Name = 'user' OR
AdminCc.Name = 'user' )

After applying the patch, the same search takes 1 second.  This with a
database of around 14,000 tickets.


James Moseley




   
 "Ruslan Zakirov"  
 <[EMAIL PROTECTED] 
 l.com> To 
 Sent by:  "RT users"  
 rt-users-bounces@   
 lists.bestpractic  cc 
 al.com
   Subject 
   [rt-users] request for feedback on  
 08/03/2007 11:25  a patch for RT 3.6.4
 AM
   
   
   
   
   





Hi, brave users of RT 3.6.4.

In the mentioned version of RT I changed SQL queries we generate to
searches tickets by watchers(requestors, cc or admicc). Logic of those
queries is better now. However, I've broken performance of queries
like "Requestor = 'X' OR Owner = 'Y'", "Requestor = X OR Status = 'Y'"
and most probably other where condition on watcher is joined with
another condition using OR aggregator.

We have two ways to fix the problem. I sent one patch already to the
list, but we really need more feedback (positive or negative) to make
right choice, so I post it again.

Please do the following steps to collect feedback I need.
1) build a query (see above) in the query builder using sane values
for your setup
2) execute search and wait for results, we expect it to be very slow,
so you shouldn't wait to much
3) apply the patch
cd /opt/rt3;
cat /path/to/the/patch | patch -p0
4) stop and start web server
5) try search again

Send feedback. People who know how to deal with slow-logs, explain are
more than welcome to send additional info, but even if you don't know
how to deal with those it's ok, just send description of the system
behavior and wallclock timings.

6) revert patch
cat /path/to/the/patch | patch -p0 -R
7) stop and start web server


--
Best regards, Ruslan.
(See attached file: 3.6-searches_by_watchers_performance_fix.patch)
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[rt-users] callbacks howto

[Roy El-Hames]

Hi;
Re-submitting my Query

Can someone give me few lines on how to use callbacks to customise RT,  
I want to add the CreateChildTicket callback as described in the Wiki 
but its not working for me, any one have any working Callback that is 
willing to share please.


Regards;
Roy


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Re: [rt-users] Large number of SELECT queries run when displaying ticket

[Roy El-Hames]

Justin;
Not sure if it'll help you ;
I had the same issue, where tickets with 100 or so updates/comments were 
taking over 1 minute to display ..
In our RT we do not use Transaction custom fields , so I commented out 
the following lines in ShowTransaction :


%# if ($Transaction->CustomFieldValues->Count) {
%#  <& /Elements/ShowCustomFields, Object => $Transaction &>
%#}
And now these same tickets open in less that 10 seconds ..
I think there is a bug in pulling transaction cf's, which until we start 
using them I wont need to worry about them.


Roy



Justin Hayes wrote:

Using RT 3.6.3
on Mysql 5.0.38

Some of our larger tickets are taking a long time to display (>10 
seconds) so I thought I'd have a look to see where the time is spent.


I've added Set($StatementLog, 'crit'); to my config file to see what 
queries are run and it seems like it runs a lot of queries just to 
display 1 ticket and it's history.


I dumped all the queries run to display a ticket with 100 
comments/replies into a file 'just.out' and it's running approx 500 
SELECT statements:

[EMAIL PROTECTED]:~/etc$ cat just.out | grep 'SELECT' | wc -l
491

For example this query is run:

Aug  3 11:16:02 ceres RT: SQL(0.00s):
SELECT
DISTINCT main.Id AS id,
main.Filename AS filename,
main.ContentType AS contenttype,
main.Headers AS headers,
main.Subject AS subject,
main.Parent AS parent,
main.ContentEncoding AS contentencoding,
main.ContentType AS contenttype,
main.TransactionId AS transactionid,
main.Created AS created
FROM
Attachments main JOIN Transactions Transactions_1  ON ( 
Transactions_1.id = main.TransactionId ) JOIN Tickets Tickets_2  ON ( 
Tickets_2.id = Transactions_1.ObjectId )
WHERE (Tickets_2.EffectiveId = '22526') AND (Transactions_1.ObjectType 
= 'RT::Ticket')

ORDER BY main.id ASC ; (/opt/rt3/share/html/autohandler:320)

Which returns 100 rows and then it runs one select for each Transaction:

Aug  3 11:16:02 ceres RT: SQL(0.00s):
SELECT  * FROM Transactions WHERE id = ?;  [ bound values: '197857' ] 
(/opt/rt3/share/html/autohandler:320)


So you get 100 of those:
[EMAIL PROTECTED]:~/etc$ cat just.out | grep 'SELECT  \* FROM Transactions' | 
wc -l

100

Just wondering why it does all those 'Select *'s? Couldn't the fields 
you want from Transactions be retrieved in the first query and iterate 
over that in code?


Also it seems to be doing a large number of CustomField related queries.

[EMAIL PROTECTED]:~/etc$ cat just.out | grep 'CustomField' | wc -l
236

I've got 5 CustomFields at the ticket level. Why would it run 236 
queries relating to CustomFields for 1 ticket?


Maybe this is all normal, with perfectly good explanation. Or maybe my 
install is broken or maybe some of our customisations are causing it.


Any thoughts/opinions welcome...

Justin
--
Justin Hayes
Support Manager
[EMAIL PROTECTED]






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Re: [rt-users] Default password

[Roy El-Hames]

Have you any users in your Users table, if not then I would recommend 
re-installing RT, cause you need more than just the root user like the 
user Nobody and RT_System.


Rgds;
Roy

John Oliver wrote:

On Tue, Jul 31, 2007 at 02:53:50PM -0700, Chaim Rieger wrote:
  

John Oliver wrote:


I shouldn't have to manually add a 'root' user.  Right?

 
  

after use rt3 do show tables
then
select * from Users

is root in there ?



No.

But the tables are there...

[EMAIL PROTECTED] ~]# mysql -h ntdbs01 -u rt_user -p
Enter password:
Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 18
Server version: 5.0.22

Type 'help;' or '\h' for help. Type '\c' to clear the buffer.

mysql> use rt3;
Reading table information for completion of table and column names
You can turn off this feature to get a quicker startup with -A

Database changed
mysql> show tables;
+-+
| Tables_in_rt3   |
+-+
| ACL |
| Attachments |
| Attributes  |
| CachedGroupMembers  |
| CustomFieldValues   |
| CustomFields|
| GroupMembers|
| Groups  |
| Links   |
| ObjectCustomFieldValues |
| ObjectCustomFields  |
| Principals  |
| Queues  |
| ScripActions|
| ScripConditions |
| Scrips  |
| Templates   |
| Tickets |
| Transactions|
| Users   |
| sessions|
+-+
21 rows in set (0.00 sec)

Absolutely bizarre.

OK, how do I add a root user correctly?

  


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Re: [rt-users] Error writing to rt.log

[Roy El-Hames]

most likely permissions on rt.log ..
make sure your web user can write to rt.log
chown your_web_user:your_web_group rt.log

Roy

Mathew Snyder wrote:

I just cleared out a 35GB rt.log file.  Now, people are getting intermittent 
errors:



System error

error:   Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log': at
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.

context:
... 
120: }  
121: else   
122: {  
123: $fh = $self->{fh};  
124: print $fh $p{message}  
125: or die "Cannot write to '$self->{filename}': $!"; 
126: }  
127: }  
128:
... 
code stack:
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm:124
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm:41
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:95
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm:74
/usr/local/rt-3.6.1/lib/RT/Interface/Web.pm:1637
/usr/local/rt-3.6.1/share/html/Search/Build.html:227
/usr/local/rt-3.6.1/share/html/autohandler:279

raw error































Cannot write to '/usr/local/rt-3.6.1/var/log/rt.log':  at
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.





Trace begun at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Exceptions.pm
line 129

HTML::Mason::Exceptions::rethrow_exception('Cannot write to
\'/usr/local/rt-3.6.1/var/log/rt.log\':  at
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124.^J')
called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/File.pm line 124

Log::Dispatch::File::log_message('Log::Dispatch::File=HASH(0xa7e6a64)',
'level', 'warning', 'name', 'rtlog', 'message', '[Wed Aug  1 16:27:01
2007] [warning]: Use of uninitialized value in pattern match (m//) at
/usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.
(/usr/local/rt-3.6.1//lib/RT/Interface/Web.pm:1637)^J') called at
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch/Output.pm line 41

Log::Dispatch::Output::log(undef, 'level', 'warning', 'name', 'rtlog',
'message', 'Use of uninitialized value in pattern match (m//) at
/usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at
/usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm line 95

Log::Dispatch::_log_to('Log::Dispatch=HASH(0xa68d768)', 'level',
'warning', 'name', 'rtlog', 'message', 'Use of uninitialized value in
pattern match (m//) at /usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line
1637.^J') called at /usr/lib/perl5/vendor_perl/5.8.8/Log/Dispatch.pm
line 74

Log::Dispatch::log(undef, 'level', 'warning', 'message', 'Use of
uninitialized value in pattern match (m//) at
/usr/local/rt-3.6.1//lib/RT/Interface/Web.pm line 1637.^J') called at
/usr/local/rt-3.6.1/lib/RT/Interface/Web.pm line 1637

HTML::Mason::Commands::_parse_saved_search(undef) called at
/usr/local/rt-3.6.1/share/html/Search/Build.html line 227

HTML::Mason::Commands::__ANON__('Order', 'ASC|ASC|ASC|ASC', 'Query', '
Owner = \'ltesterman\' AND Status = \'open\'', 'Rows', 50, 'OrderBy',
'id|||', 'Format', '\'   __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\
',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit
y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'<
small>__CreatedRelative__\',^J\'__ToldRelative__\
',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Page', 1, 'Rows', 50, 'Format', '\'   __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\
',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit
y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'<
small>__CreatedRelative__\',^J\'__ToldRelative__\
',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'',
'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Component.pm line 135

HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xab
e62d0)', 'Order', 'ASC|ASC|ASC|ASC', 'Query', ' Owner = \'ltesterman\'
AND Status = \'open\'', 'Rows', 50, 'OrderBy', 'id|||', 'Format', '\'
__id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\
',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit
y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'<
small>__CreatedRelative__\',^J\'__ToldRelative__\
',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Page', 1, 'Rows', 50, 'Format', '\'   __id__/TITLE:#\',^J\'__Subject__/TITLE:Subject\
',^J\'__Status__\',^J\'__QueueName__\',^J\'__OwnerName__\',^J\'__Priorit
y__\',^J\'__NEWLINE__\',^J\'\',^J\'__Requestors__\',^J\'<
small>__CreatedRelative__\',^J\'__ToldRelative__\
',^J\'__LastUpdatedRelative__\',^J\'__TimeLeft__\'', 'Query', ' Owner = \'ltesterman\' AND Status = \'open\'',
'Page', 1, 'Order', 'ASC|ASC|ASC|ASC', 'OrderBy', 'id|||') called at
/usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm line 1251

eval {...} at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/Request.pm
line 1245

HTML::Mason::Request::comp(undef, undef, 'Order', 'ASC|ASC|ASC|ASC',
'Query', ' Owne

[rt-users] Callback lesson please please

[Roy El-Hames]

Hi There;
RT-3.6.4

Can someone give me few lines on how to use callbacks to customise RT, 
I've installed shredder for the only purpose of learning how it used 
callbacks, but it just added to my confusion , I want to add the 
CreateChildTicket callback as described in the Wiki but I am failing to 
see any buttons in my display ..

Can anyone help please??

Regards;
Roy
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Re: [rt-users] Problem with OnQueueChange scrip

[Roy El-Hames]

This tells you the problem is with your template, I usually have the 
following 2 lines at the very top of the template:

Subject: New Correspondence: {$Ticket->Subject}
RT-Attach-Message: Yes


Then leave 2 empty lines (you should do that) before adding any template 
text.
If you are questioning NotifyActor, its a preferences if you want people 
to receive notifications on what they just did then turn it off else 
keep it off.
I typically test with a test user, so emails are fired to me(my rt user 
account).


Best of luck;
Roy

Mathew Snyder wrote:

Stephen Turner wrote:
  

At Tuesday 7/31/2007 01:15 PM, Mathew Snyder wrote:


I made the changes and used the Blank template.  I still haven't received
anything via mail.
  

The Blank template doesn't send mail - in fact that's why it's there, so
you can have a scrip that doesn't send mail. Try the Transaction template.

Steve




I got it to work using the Admin Correspondence template when the NotifyActor
variable is set to '1'.  However, as soon as I turn that off, no emails are sent
out.


Keep up with me and what I'm up to: http://theillien.blogspot.com


  


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Re: [rt-users] Problem with OnQueueChange scrip

[Roy El-Hames]

Mathew;
Just apply the same you have there:

Condition: On Queue Change
Action: Notify Requestors
Template: Global template: MoveToCCEng
Stage: TransactionCreate

as a queue script on your CCEng queue and it should work, my guess is your template not working as a test a default template and see if it works .. 


Good luck ;
Roy 




Mathew Snyder wrote:

I had actually tried the queue specific scrip but it wasn't working so I changed
it to a global thinking that was the problem.  That didn't work either.

Keep up with me and what I'm up to: http://theillien.blogspot.com


Roy El-Hames wrote:
  

Hi Mathew;
1- What don't you create a queue scrip/template instead of global one,
ie create you scrip with

Condition: On Queue Change
Action: Notify Requestors
Template: Global template: MoveToCCEng
Stage: TransactionCreate

 in/on your CCEng Queue

2- If you have a defined Condition or/and action then the system wont
look in the custom boxes .. if you want custom condition then change the
Condition to User Defined.same for Action etc ..

Regards;
Roy

Mathew Snyder wrote:


I've created my template under Global.  I've also set under Global the
scrip with:
Condition: On Queue Change
Action: Notify Requestors
Template: Global template: MoveToCCEng
Stage: TransactionCreate

I need this to fire off only when a ticket is moved to the CCEng
queue.  I'm
guessing that I need a Custom Condition which will check that the
queue is
actually the one in question.  However, I don't think I know what I
should be
making it look like.

Perhaps
if (($self->TransactionObj->Type eq "Queue") and
($self->TransactionObj->NewValue eq "CCEng")) {   
return 1;

}else{
return undef;
}
is what I'm looking for?  But that doesn't work either.

Can someone shed some light please?

Thanks,
Mathew
  
  



  


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Re: [rt-users] Problem with OnQueueChange scrip

[Roy El-Hames]

Hi Mathew;
1- What don't you create a queue scrip/template instead of global one, 
ie create you scrip with


Condition: On Queue Change
Action: Notify Requestors
Template: Global template: MoveToCCEng
Stage: TransactionCreate

 in/on your CCEng Queue

2- If you have a defined Condition or/and action then the system wont 
look in the custom boxes .. if you want custom condition then change the 
Condition to User Defined.same for Action etc ..


Regards;
Roy

Mathew Snyder wrote:

I've created my template under Global.  I've also set under Global the scrip 
with:
Condition: On Queue Change
Action: Notify Requestors
Template: Global template: MoveToCCEng
Stage: TransactionCreate

I need this to fire off only when a ticket is moved to the CCEng queue.  I'm
guessing that I need a Custom Condition which will check that the queue is
actually the one in question.  However, I don't think I know what I should be
making it look like.

Perhaps
if (($self->TransactionObj->Type eq "Queue") and
($self->TransactionObj->NewValue eq "CCEng")) { 
return 1;
}else{
return undef;
}
is what I'm looking for?  But that doesn't work either.

Can someone shed some light please?

Thanks,
Mathew
  


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[rt-users] RT-3.6.4 ShowTransaction

[Roy El-Hames]

Hi;
line 151 in ShowTransaction there is:
my $aid =
is that a bug else what ist used for, I can't find any other reference 
to $aid anywhere else ..


Roy
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Re: [rt-users] continual re-login issue -revisted on 3.6.4

[Roy El-Hames]

Thanks Joop for mentioning the "release notes", reading the Changelog

M /rt/branches/3.6-RELEASE/html/Elements/SetupSessionCookie
* calc id of a session in $SessionCookie var
* add $session_properties variable
** use it in both attempts to tie
this should fix potential relogin problems

By copying SetupSessionCookie of version 3.6.1 to local/html/Elements/ 
in 3.6.4 seems to have fixed the issue for me.


Regards;
Roy

Joop wrote:

Roy El-Hames wrote:

Hi there;
 > However these don't seem to work now .. Anybody else got this 
problem ..

or ist just my stupid system?? ideas?
The db is on a separate host from web and I use ssl (in case it 
matters), the os is centOS 4, and mysql version 5

Roy


No, I'm on rt-3.6.4, upgraded from 3.6.3, and I need to login twice, 
most of the time. I use file based sessions and will try it on a 
absolutely clean install as soon as I have time to do so. I'm 
currently upgrading my RT instance.
But I can tell you that it hasn't gone away completely with 3.6.4 as 
the release notes state.


Joop




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[rt-users] continual re-login issue -revisted on 3.6.4

[Roy El-Hames]

Hi there;
Just upgraded my dev system to 3.6.4 from 3.6.1 few other perl modules 
were upgraded,

dbix to 1.49
DBD-MySQL.i386  3.0008
Text::Quoted version 2.02
Module::Versions::Report version 1.03

Removed all local customisation so the only thing that is not of the box 
is RT_SiteConfig and the database , restarted apache and now with every 
click I get the login page.
I had the same problem when  first upgraded to 3.6.1 and was eventually 
fixed by using dbd-3.0006 and the following sql statement:

ALTER TABLE sessions CHANGE a_session a_session LONGBLOB;

However these don't seem to work now .. Anybody else got this problem .. 
or ist just my stupid system?? ideas?
The db is on a separate host from web and I use ssl (in case it 
matters), the os is centOS 4, and mysql version 5

Roy




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Re: [rt-users] RT not connecting to database?

[Roy El-Hames]

John;
I would suggest you install the missing dependencies if you want a 
working rt you'll have to install them anyway.
I would agree with you that they appear not to be relevant, but it maybe 
rt is coming across a missing module and its returning a default error 
of mysql server not found or whatever its you are getting ..
Also when you test your sql from command line, try to execute a select 
from rt3 database, ie select * from Users or anything like that instead 
of just show tables.


Roy



John Oliver wrote:

On Thu, Jul 26, 2007 at 07:02:53PM +0100, Roy El-Hames wrote:
  

Sorry I have n't the rest of the thread available ..
is your mysql and the web (where rt is )on the same server ??



No.

  
can you from the command line connect to the rt3 (or whatever your rt 
database) using the same username and password in RT_SiteConfig ??



Yes.

  


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Re: [rt-users] rights for create ticket in queue drop down

[Roy El-Hames]

Thank you all for you responses ... I need to pay more attention to what 
rights are assigned on my system ..
Ruslan; I am not sure if I would agree with you about the 
CommentOnTicket right, there is a big difference between adding/ 
therefore seeing Comments and changing the status of a ticket ..

Thanks once more.
Roy
Ruslan Zakirov wrote:

On 7/26/07, Roy El-Hames <[EMAIL PROTECTED]> wrote:

Kenn;
Thanks for this , a couple of questions:
If you have granted your users the SeeQueue right how are you stopping
them from seeing the ticket listings within a queue???

only ShowTicket right allows you to see a ticket. For example user has
SeeQueue and CreateTicket right, but has no ShowTicket, it's a valid
setup. User can create ticket, but he get "you can not see newly
created ticket". Role is good way (only way) to grant conditional
rights, for example user has right X only if he's a requestor.


Its interesting your point about CommentOnTicket right , are you saying
if someone have ModifyTicket  they can Comment on a ticket .. I think
this is broken, because I am sure you want some users (like customers)
to modify a ticket (change status etc ) but not add / see comments?

Adding more rights make things more complicated we're trying to balance.



Roy

Kenneth Crocker wrote:
> Roy,
>
>
> We are getting ready to move to RT 3.6.4 and are testing just
> about everything (we believe in heavy regression testing as well as
> for the new stuff) and have learned a few new things about privileges.
> the "SeeQueue" right basically lets a person create a ticket in that
> Queue (via drop-down if they also have the "CreateTicket" right for
> that Queue). The "ShowTicket" rights seems to be related to a user
> finding tickets via Search/Query. For us, we allow some users to
> "SeeQueue" and "CreateTicket" so they can create tickets but they
> cannot find the tickets individually when in the web. Together, they
> allow a person to create and look at the tickets. We give those rights
> at the Role "Requestor" level per Queue (different Queue's want
> different levels of visibility for their users). "ShowComments",
> "CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for
> our support groups along with "ModifyTickets", etc. (BTW, the
> "CommentOnTicket" is superfluous if the "ModifyTicket" is granted).
> Hope this helps.
>
>
> Kenn
> LBNL
>
> Roy El-Hames wrote:
>> Hi there;
>>
>> What rights should be granted to users on queues so these queues are
>> visible from the New Ticket in Drop down ..
>> and also from the Queue drop down in the Basics section ..
>> What I want is for some users to be able to create tickets and move
>> tickets to a particular queue, however they should n't see the ticket
>> listing or search in any of these queues (ie the SeeQueue right shows
>> more that I would like) ..
>> Any pointers will be appreciated ..
>>
>> Roy
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>

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Re: [rt-users] RT not connecting to database?

[Roy El-Hames]

Sorry I have n't the rest of the thread available ..
is your mysql and the web (where rt is )on the same server ??
can you from the command line connect to the rt3 (or whatever your rt 
database) using the same username and password in RT_SiteConfig ??

Apologies if you have already checked that
Roy



John Oliver wrote:

On Wed, Jul 25, 2007 at 10:26:08PM -0500, James Moseley wrote:
  

I will still suggest you download the source and run 'make testdeps' on the
box you are trying to get RT working on.



[EMAIL PROTECTED] rt-3.6.4]# make testdeps | grep -v found
/usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql
$VAR1 = {
  'with-STANDALONE' => 0,
  'with-MASON' => 1,
  'with-MAILGATE' => 1,
  'with-CORE' => 1,
  'with-CLI' => 1,
  'v' => 1,
  'with-DEV' => 0,
  'with-MYSQL' => 1
};
perl:
users:
CLI dependencies:
CORE dependencies:
Text::Quoted 2.02...MISSING
Text::Autoformat ...MISSING
Module::Versions::Report 1.03...MISSING
Module::Versions::Report version 1.03 required--this is
only version 1.02 at (eval 33) line 2.
MAILGATE dependencies:
MASON dependencies:
Text::WikiFormat 0.76...MISSING
XML::RSS 1.05...MISSING
MYSQL dependencies:

SOMETHING WAS MISSING!



So, no missing MySQL-related items.  I can't help but think that the
ones shown as missing couldn't possibly have anything to do with RT not
connecting to the database.

  


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Re: [rt-users] Re: "via RT" not showing requestor email

[Roy El-Hames]

Have you checked
Set($UseFriendlyFromLine ,
In the RT_Config file:
# By default, RT sets the outgoing mail's "From:" header to
# "SenderName via RT".  Setting this option to 0 disables it.
Set($UseFriendlyFromLine , 1);

Regards;
Roy


[EMAIL PROTECTED] wrote:

Downgrade to RT 3.7.5 we benn used for a cpl of month's without
problems and the same issue is present.

Maybe some RT_Siteconfig mismatch?

Are we the only one who ever experience this?

All thoughts will be welcome, getting desperate in here!!

Thanks.
Seb.-

On 7/25/07, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
  

When Requestors replies to tickets, the email sent to the Owner does
not show address in "From" field.

Ex. "[EMAIL PROTECTED] via RT" shows " via RT".

Any clue?

Running RT 3.7.13



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Re: [rt-users] rights for create ticket in queue drop down

[Roy El-Hames]

Kenn;
Thanks for this , a couple of questions:
If you have granted your users the SeeQueue right how are you stopping 
them from seeing the ticket listings within a queue???
Its interesting your point about CommentOnTicket right , are you saying 
if someone have ModifyTicket  they can Comment on a ticket .. I think 
this is broken, because I am sure you want some users (like customers) 
to modify a ticket (change status etc ) but not add / see comments?


Roy

Kenneth Crocker wrote:

Roy,


We are getting ready to move to RT 3.6.4 and are testing just 
about everything (we believe in heavy regression testing as well as 
for the new stuff) and have learned a few new things about privileges. 
the "SeeQueue" right basically lets a person create a ticket in that 
Queue (via drop-down if they also have the "CreateTicket" right for 
that Queue). The "ShowTicket" rights seems to be related to a user 
finding tickets via Search/Query. For us, we allow some users to 
"SeeQueue" and "CreateTicket" so they can create tickets but they 
cannot find the tickets individually when in the web. Together, they 
allow a person to create and look at the tickets. We give those rights 
at the Role "Requestor" level per Queue (different Queue's want 
different levels of visibility for their users). "ShowComments", 
"CommentOnTicket", and "ShowOutgoingEmail" are rights we reserve for 
our support groups along with "ModifyTickets", etc. (BTW, the 
"CommentOnTicket" is superfluous if the "ModifyTicket" is granted). 
Hope this helps.



Kenn
LBNL

Roy El-Hames wrote:

Hi there;

What rights should be granted to users on queues so these queues are 
visible from the New Ticket in Drop down ..

and also from the Queue drop down in the Basics section ..
What I want is for some users to be able to create tickets and move 
tickets to a particular queue, however they should n't see the ticket 
listing or search in any of these queues (ie the SeeQueue right shows 
more that I would like) ..

Any pointers will be appreciated ..

Roy
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[rt-users] rights for create ticket in queue drop down

[Roy El-Hames]

Hi there;

What rights should be granted to users on queues so these queues are 
visible from the New Ticket in Drop down ..

and also from the Queue drop down in the Basics section ..
What I want is for some users to be able to create tickets and move 
tickets to a particular queue, however they should n't see the ticket 
listing or search in any of these queues (ie the SeeQueue right shows 
more that I would like) ..

Any pointers will be appreciated ..

Roy
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Re: [rt-users] How to Auto Resolve tickets with no subject

[Roy El-Hames]

maybe

$self->TicketObj->Subject ="" should be $self->TicketObj->Subject == "" or even 
$self->TicketObj->Subject eq ""

Roy



Dalal, Kamber Z (Kamber) wrote:

I have written the following custom script to set the status of resolved
for tickets created via e-mail or web GUI, but missing subject.  Alas it
fails.

Condition: User Defined

Action: User Defined

Custom condition:

return 0 unless ($self->TransactionObj->Type eq "Create" &&
$self->TicketObj->Subject =""); 1;


Custom action preparation code:

return 1;


Custom action cleanup code:

$self->TicketObj->SetStatus( "resolved"); return 1;

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Re: [rt-users] One email address, two queues

[Roy El-Hames]

Matthew;


How is your aliases file set up?  I haven't added the CCEng alias to mine and my
responses TO the ticket are getting through however, I'm not getting the servers
responses FROM my ticket.

  
Is that because of the NotifyActor thingy (sorry can't remember the 
actual function), but in some RT setups RT would not send a notification 
to the submitter of the update ..

Have you checked that??
Roy


Keep up with me and what I'm up to: http://theillien.blogspot.com


Toby Darling wrote:
  

How would the aliases file be configured for this.  As it is,
CustomerCare uses
"--queue customercare"  while CCEng uses "--queue cceng".
  


Trying to keep up with you :¬) , yes cause the email alias can only
point to 1 queue ( as far as I know), however this should n't effect
your customer experience ..
Best bet to try it ..create a ticket via email move the ticket to
another queue, etc etc ..practice makes perfect or something like that ..
  

This is how we've got RT set up - multiple queues, one email address. If
it's a reply to an existing ticket 'the right thing happens' and it gets
added to the ticket, if not, a new ticket is created in the queue
specified in aliases.


Cheers
Toby

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Re: [rt-users] One email address, two queues

[Roy El-Hames]

Mathew;


How would the aliases file be configured for this.  As it is, CustomerCare uses
"--queue customercare"  while CCEng uses "--queue cceng".

  
Trying to keep up with you :¬) , yes cause the email alias can only 
point to 1 queue ( as far as I know), however this should n't effect 
your customer experience ..
Best bet to try it ..create a ticket via email move the ticket to 
another queue, etc etc ..practice makes perfect or something like that ..


Good luck;
Roy (wondering when will someone answer his query :¬)

Keep up with me and what I'm up to: http://theillien.blogspot.com


Roy El-Hames wrote:
  

Hi Matthew;
I think this is default behaviour (unless I misunderstood your
question), as soon as the ticket is created and your customer replies to
the auto-responder, RT will understand this correspondence belongs to an
existing RT ticket based on the subject line (your rt #ticket number)
 if you are concerned about the from address I think (I did  n't try
it) you can set the Reply Address on both your queue to
[EMAIL PROTECTED]

Regards;
Roy

Mathew Snyder wrote:


I searched through the archives but didn't see anything that may have
pertained
to this.

I have two queues: CustomerCare and CCEng (CustomerCare for
Engineering).  Is it
possible to have one email address for both of these queues so that if
a ticket
is moved from one queue to the other it can still be handled using a
single
email address?

To clarify, suppose I have a ticket.  It is sent in from the customer to
[EMAIL PROTECTED]  This places it in the CustomerCare queue. 
It then

gets moved to CCEng as it is an engineering related request.  After
moving it to
 the CCEng queue, the customer sends in a comment on it via
[EMAIL PROTECTED] and it reaches the ticket in CCEng.

Possible or no?

Thanks,
Mathew
  
  



  


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[rt-users] scripting setting Group Rights on Queues -- please

[Roy El-Hames]

Re submitting cause I really need help on this .. I have to do the below 
for few groups on a 30 or so queues each ..


Hi there;

RT 3.6.1 , apach2 mysql5, mod_perl2

I got 30 or so queues and I would like to assign a particular group a 
set of rights to these queues, has anyone scripted anything like this , 
I looked in Admin/Queues/GroupRights.html and traced the function I need 
to ProcessACLChanges in Interface/Web.pm, however I not sure how to call 
this function,  can anyone help??


Regards;
Roy
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Re: [rt-users] One email address, two queues

[Roy El-Hames]

Hi Matthew;
I think this is default behaviour (unless I misunderstood your 
question), as soon as the ticket is created and your customer replies to 
the auto-responder, RT will understand this correspondence belongs to an 
existing RT ticket based on the subject line (your rt #ticket number) 
 if you are concerned about the from address I think (I did  n't try 
it) you can set the Reply Address on both your queue to 
[EMAIL PROTECTED]


Regards;
Roy

Mathew Snyder wrote:

I searched through the archives but didn't see anything that may have pertained
to this.

I have two queues: CustomerCare and CCEng (CustomerCare for Engineering).  Is it
possible to have one email address for both of these queues so that if a ticket
is moved from one queue to the other it can still be handled using a single
email address?

To clarify, suppose I have a ticket.  It is sent in from the customer to
[EMAIL PROTECTED]  This places it in the CustomerCare queue.  It then
gets moved to CCEng as it is an engineering related request.  After moving it to
 the CCEng queue, the customer sends in a comment on it via
[EMAIL PROTECTED] and it reaches the ticket in CCEng.

Possible or no?

Thanks,
Mathew
  


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[rt-users] scripting setting Group Rights on Queues

[Roy El-Hames]

Hi there;

RT 3.6.1 , apach2 mysql5, mod_perl2

I got 30 or so queues and I would like to assign a particular group a 
set of rights to these queues, has anyone scripted anything like this , 
I looked in Admin/Queues/GroupRights.html and traced the function I need 
to ProcessACLChanges in Interface/Web.pm, however I not sure how to call 
this function,  can anyone help??


Regards;
Roy
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Re: [rt-users] Move e-mail automaticly to queue?

[Roy El-Hames]

But if you want to do from RT you can easily by creating a queue->scrip  
in the queue receiving the email;

Condition:On Create
Action:user defined
Template : Blank

Custom action prep code: return 1;
Custom action cleanup code: if ($self->TicketObj->Subject( ) =~ /YOUR 
SUBJECT YOU WANT TO MATCH/i ) {
  
self->TicketObj->SetQueue('Your distenation q name or id');

   return 1;
   }
   return undef;


Regards;
Roy



Steve Anderson wrote:
Hi, 


Don't try to use RT to put the email into the queues. Use your mail
filtering to run different commands with rt-mailgate.

Set up I have running here has an Exim filter sitting in the RT users
directory, and that feeds mail where it should go, and discards ones
which match particular criteria, like really big ones, for example. 



Procmail would also allow you to do that kind of filtering.


Steve Anderson.


-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Machiel
van Veen
Sent: 17 July 2007 16:11
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Move e-mail automaticly to queue?

Hi list,

A question, I would like people to be able to send e-mail to one address
and 
have RT automaticly move it to a queue based on a predefined subject. 


As I understand it either all queues would have their own e-mail address
or 
you would filter incoming e-mail manually. Would anyone know a way to
get RT 
to move the email to a queue automaticly?


Many thanks in advance for any help on this.

  


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[rt-users] collapsed from ShowTransaction

[Roy El-Hames]

Hi there;
rt-3.6.1 dbix 1.38 and apache2 mysql5
I am trying to figure out how Collapsed and ShowBody work between 
ShowHistory /ShowTransactions/ShowTransactionAttachments ,
What I would like is when a ticket is first displayed to have all 
transactions collapsed so no attachments are showing , and this works 
when $Collapsed is set 1 from ShowHistory, and I assumed that clicking 
on the "#"  it should open/expand the transaction showing the 
attachment, however clicking on that seems to do nothing although its a 
link with "my rt url/Ticket/Display.html?ticketnumber#txn-transactionid" ..
I have removed all customisation so its out of the box rt-3.6.1 with the 
obvious changes in RT_SiteConfig ..


Any help/pointers will be appreciated ..

Regards;
Roy


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[rt-users] http://www.bestpractical.com/rt

[Roy El-Hames]

Hi there;
the problem maybe at my end, but in case is 
http://www.bestpractical.com/rt down??


Regards;
Roy
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Re: [rt-users] RT 4

[Roy El-Hames]

In case you are still collecting .. some of my suggestions may already 
been stated so apology for duplicates;
1- group unprivileged users (so each member of that group can view the 
group tickets)
2- more reports built in, sla related,first response time/active ticket 
life (not stalled time etc), with business::hours module integrated.

3- performance:
   i- archive (resolved tickets can be pushed into an archive db and 
search able from query builder)
  ii- Content searching (maybe have an objectId field in the attachment 
table and thus avoiding the need to join Transactions)

 iii- Fork searching from a replicated db if replication is used
4- REST is good but everybody else work with  SOAP, so an integrated 
soap interface


Thanks;
Roy

Jesse Vincent wrote:
If, for the sake of argument, Best Practical were to rewrite RT, what 
would you want to see in the new product?


Think big.

Jesse


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Re: [rt-users] Attachment issue on RT 3.6.3

[Roy El-Hames]

Steven,Mario;
Have a look at :
http://lists.fsck.com/pipermail/rt-users/2006-July/040843.html
it maybe related.
Roy

Steven Hollingsworth wrote:

On Tue, Apr 24, 2007 at 09:59:14AM +0200, Mario Rimann wrote:
  

Any help on this issue is very appreciated!

Cheers,
Mario



Hi Mario,

Had the same problem earlier, but had radio silence on the thread [0].
If you find a resolution to this please post your findings. Still
looking myself.

Can you let me know if you're getting the same errors as I did. It's at
the very bottom of the e-mail.

Thanks,

~ stevo


[0] - http://lists.bestpractical.com/pipermail/rt-users/2007-April/045338.html
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Re: [rt-users] Forward tickets as mails to 3rd party's

[Roy El-Hames]

Andree;
You can do that via scrips and templates, create a template similar to 
the auto-reply template if you like but at the very top add the line:

To: [EMAIL PROTECTED]
Then create a scrip on Create notify other recipients using your new 
template , and it should work.

Roy

Andree Kupka wrote:

Hello,



we need sometimes to forward tickets as mails to 3rd party's who don't work 
with RT. Ok we can work with CC, but some of our colleagues and supplier did 
not react on mails when they are only in CC.



I found this threat but unfortunately this is only with CC mails 
http://www.gossamer-threads.com/lists/rt/users/49501?search_string=forward;#49501



Any idea how to do? 




Thanks

Andree






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Re: [rt-users] Custom Status/Ticket disappears

[Roy El-Hames]

Mathew;
You'll need to modify the files that produce search results for you,  
Torsten below changes the Quick search, in your original query about 
owned tickets you, depending on which style you use, if you use saved 
searches you'll need to edit your search to include "AND Status = 'your 
new status'" .. if you are still using the old Elements/MyTickets, you 
'll need to edit that element adding something similar to:

$tickets->LimitStatus(Value => ''your new status');
Roy

Mathew Snyder wrote:

That seems easy enough.  Are there other places where code has to be inserted or
is this the only file?

Mathew

Torsten Brumm wrote:
  

Here is a simple example for quicksearch:

<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "",
   titleright => loc("Edit"), titleright_href =>
$RT::WebPath.'/Prefs/Quicksearch.html' &>
<& /Elements/QueueSummary,
   cache => 'quick_search_queues',
   queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') &&
!exists $unwanted->{$_->Name} },
   conditions => [ {cond => "Status = 'new'",  name => loc ('new')  },
   {cond => "Status = 'open'", name => loc ('open') },
   {cond => "Status = 'accepted'", name => loc
('accepted') },
   {cond => "Status = 'implement'", name => loc
('implemented') },
   {cond => "Status = 'approved'", name => loc
('approved') },
   {cond => "Status = 'stalled'", name => loc ('stalled') },
   {cond => "Status = 'pending'", name => loc
('pending') },
   {cond => "Status = 'authorized'", name => loc
('authorized') },
   {cond => "Status = 'resolved'", name => loc
('resolved') }] &>


<%INIT>
my $unwanted =
$session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});


i had to add my custom status to this file.

For the rest like tickets i own and so on, its enough if you go to edit
in this module and edit the search string.

Torsten

2007/4/18, Mathew Snyder < [EMAIL PROTECTED]
>:

I used the method in the wiki for adding a custom active status to my
configuration (development box).  It shows up fine.  However, when I
select it,
ticket I've applied it to disappears from my list of owned
tickets.  How can I
adjust this to force the ticket to stay available the way stalled does?

Thanks
Mathew
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--
MFG

Torsten Brumm

http://www.torsten-brumm.de 


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Re: [rt-users] Anyone used sql relay with rt

[Roy El-Hames]

Sorry  .. I meant Mysql not Mssql
Roy

Kenneth Marshall wrote:

On Thu, Mar 22, 2007 at 12:02:19PM +, Roy El-Hames wrote:
  

Hi;
Anyone using sql relay with mssql5 ??
I am looking into using it to redirect Content like searches to a myism 
copy of the database with full text indexing ??

ideas / thoughts

Roy



Roy,

If you are not required to use MSSQL as the DB backend, you might
consider using PostgreSQL with full text index support. It is a
contrib module called tsearch2 which is installed by default on
the Windows version, I think. This would avoid having to doing
the DB hokey-pokey just to use FTI.

Ken

  


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[rt-users] Anyone used sql relay with rt

[Roy El-Hames]

Hi;
Anyone using sql relay with mssql5 ??
I am looking into using it to redirect Content like searches to a myism 
copy of the database with full text indexing ??

ideas / thoughts

Roy
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Re: [rt-users] Automatically adding watchers to a new ticket - RT 3.0.1

[Roy El-Hames]

Frank;
When you say added to the CC list , you mean the ticket CC watchers or 
the emails sent out ??
If ticket CC: then it does not quite work like that, what you 
created/done is queue watchers (these email addresses will get an email 
for tickets updated in the queue) , as soon as you move the ticket to 
another queue these email addresses will no longer get updates.What you 
need is to create a scrip that add watchers when a ticket is created , 
you can have that scrip as global or per queue
If you just wish them to get updates from that one particular queue then 
make sure you have a scrip enabled on that queue On corresspond Notify CC ..

Regards;
Roy

Frank Saxton wrote:

Hello folks!

RT 3.0.1 on Redhat 7.3, an oldie but a goodie to be sure :)

Wondering if I am doing something wrong or if this feature is just 
broken in this version.  Things are working mostly really well at the 
present time which makes upgrading anything an unattractive option.


I've set a particular queue to add several e-mail addresses as 
watchers and that seems to have taken OK.  
Configuration->Queues->Queue->Watchers does list the newly added 
e-mail addresses correctly.


However, when a new ticket is created in the queue, the watchers are 
not added to the cc list.


I gave "everyone" watch rights and that didn't seem to help either.

What am I doing wrong please?

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Re: [rt-users] Extracting data from "create" e-mail

[Roy El-Hames]

Gene;
$self->TransactionObj->Content  may help you .
Roy

Joe Casadonte wrote:

On 3/15/2007 12:21 PM, Gene LeDuc wrote:

When an e-mail creates a new ticket in a specific queue I'd like to 
populate some custom fields in the ticket with data extracted from 
the e-mail body.  I think the best way to do this is with a scrip 
that fires on ticket creation in this queue.  Is there a variable I 
can parse that holds the body of the e-mail?


The body of the email is included as an attachment to the ticket, and 
you should have a ticket object available in the action part of the 
scrip, so you should be able to get to it that way.  Check out the 
Ticket.pm and Ticket_Overlay.pm files for info on the Ticket API.




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Re: [rt-users] automatically add group as CC

[Roy El-Hames]

I think ;
you load your group
my $gobject = new RT::Group (RT::SystemUser);
$gobject->LoadUserDefinedGroup('TheGroup');
then add them as CC
my ($code,$msg) = $Ticketobj->AddWatcher(Type =>'Cc',PrincipalId => 
$gobject->Id);


Roy
Matthew Keller wrote:

In the same vein as this, I know how to add groups as CC's after a
ticket is created, but at ticket create time it seems that unless I know
the group ID number, and put the number in the CC field, there is no way
to add a group there. Is there some syntax like Group(TheGroup) I'm
missing? I have gone through the UserManual and haven't found any thing
other than how to add them post-create. Thanks!

On Fri, 2007-03-16 at 00:23 +0300, Ruslan Zakirov wrote:
  

pointers: scrips, custom scrip action, RT::Ticket::AddWatcher




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Re: [rt-users] Error "I don't know about $field yet"

[Roy El-Hames]

Mathew;
Change your limit statements as follow:

$tix->LimitQueue (VALUE => 'CustomerCare');
$tix->LimitStatus (VALUE => 'open');
$tix->LimitStatus (VALUE => 'resolved');

Try the above and see what happens?

Roy 




Mathew Snyder wrote:

Running this:

#!/usr/bin/perl

use warnings;
use strict;
use lib '/usr/local/rt-3.6.3/lib';
use lib '/usr/local/rt-3.6.3/local/lib';
use RT;
use RT::Tickets;

RT::LoadConfig();
RT::Init();

my $tix = new RT::Tickets(RT::SystemUser);
$tix->Limit('Queue = "CustomerCare" and Status = "resolved" and Status = 
"open"');

my $timeworked = {};
my %env;

while (my $ticket = $tix->Next) {
my $customer = $ticket->FirstCustomFieldValue('Environment');
unless ($customer) {warn "warning" . $ticket->id. "no profile"; next}
my $transactions = $ticket->Transactions;
while (my $transaction = $transactions->Next) {
next unless ($transaction->TimeTaken);
$timeworked = 
\$env{$transaction->Creator}{$transaction->TimeTaken};
}
}

Gives me this:
[Thu Mar 15 08:16:24 2007] [error]: RestrictionsToClauses: I don't know about
yet at /usr/local/rt-3.6.3/lib/RT/Tickets_Overlay.pm line 2740.
(/usr/local/rt-3.6.3/lib/RT/Tickets_Overlay.pm:2827)

Does anyone have any insight about how I can fix this?

Mathew
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Re: [rt-users] NotifyActor but not Requestor

[Roy El-Hames]

I think you can with little tweaks in lib/RT/Action/Notify.pm::SetRecipients
You'll know your requesters:
my $requesters = $self->TicketObj->Requestors->MemberEmailAddresses
and you'll know your the transaction creator:
my $creator = $self->TransactionObj->CreatorObj->EmailAddress();
So all you need to do is find out if $creator is in $requesters .. 
(can't remember how to do this but sure can't be hard)

So
if ($RT::NotifyActor) 
will change to

if ($RT::NotifyActor && ($creator is not in $requesters) {

Good luck ;
Roy




LarsE wrote:

Hi,


BZ wrote:
  

I found that i can have this enabling NotifyActor. But when i enable
this feature, customers also receives their own replies. Is that
possible to have NotifyActor enabled without sending notifies to
customers. Basically Customer == Requestor.




I had the same question some time ago, and the answer was
"No, it is not possible".

ciao...
Lars
  


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Re: [rt-users] Email Updates

[Roy El-Hames]

Ahh ok;
back to your (Configuration -> Global -> Scrips) , new scrip:
Condition: On Status Change
Action: Notify (Requester or Owner ..you pick the role that should get 
the email)

Template : The template of your choice AdminCorrepondence is a good one
Once you've done this I am pretty sure you 'll be able to figure out the 
"put in my queue notification"

Good luck;
Roy

JJ Asghar wrote:


Roy,
Opps sorry i forgot to say this I have an working mail system, 
i get the auto responses et al, it's just i'd like the ability to get 
an email when a new ticket is opened and or put in my queue.

I really stink at describing my problems in emails :P.

-J



Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: [EMAIL PROTECTED]


On Mar 14, 2007, at 11:14 AM, Roy El-Hames wrote:


JJ;
Before then i guess you have not up the mail gateway .. take a look 
at the README in your source files (the package where you installed 
RT from).
Also the wiki on how to set up RT, Sorry have n't a browser to hand 
to locate exact page ..
But you need to be at a point where you can send an email to your rt  
which creates a ticket then email you back an auto-responder

Roy
(btw you may also get info from /opt/rt3/bin/rt-mailgate)

JJ Asghar wrote:


Hey Roy,
Thanks for the heads up.  If you havent noticed i'm a complete 
n00b.  below is what is in that "directory" what should i 
change/install/whatever to get what i'm looking for done?


(no value)
On Correspond Open Tickets with template Blank

(no value)
On Owner Change Notify Owner with template Transaction

(no value)
On Create Autoreply To Requestors with template Autoreply

(no value)
On Create Notify AdminCcs with template Transaction

(no value)
On Correspond Notify AdminCcs with template Admin Correspondence

(no value)
On Correspond Notify Requestors and Ccs with template Correspondence

(no value)
On Correspond Notify Other Recipients with template Correspondence

(no value)
On Comment Notify AdminCcs as Comment with template Admin Comment

(no value)
On Comment Notify Other Recipients as Comment with template 
Correspondence


(no value)
On Resolve Notify Requestors with template Resolved



Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: [EMAIL PROTECTED]


On Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote:


Hi JJ;
Well you 'll even be more in love with RT, because the whole (well 
most of) idea of RT is sending emailing notifications when tickets 
created/updated/ and anything else ..
You seem to be missing a big part (unless I misunderstood your 
request)?!
Look into scrips (Configuration -> Global -> Scrips) from the web 
interface where you can set default or custom made conditions on 
when emails are sent, and also set actions that can include whom 
should receive emails etc


Regards;
Roy

JJ Asghar wrote:


Greetings,

First off i'm in love with RT.  It's stream lined and 
consolidated my IT staff like crazy.  I couldn't think of anything 
better.


I do have a question though, is there a way for an email to be 
sent out when a new ticket is created, updated, and/or put in my 
queue?

I looked around the WIKI and to no avail...

Thanks in advance!

-J



Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: [EMAIL PROTECTED]



 



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[rt-users] IssueStatement field

[Roy El-Hames]

Hi;
RT-3.6.1, apache2,dbix:1.38 etc etc
I use the IssueStatement field to store the value of the queue the 
ticket was originally created in ..
I got  populating the field to work from a scrip and worked like a dream 
using
$self->TicketObj->SetIssueStatement ($self->TicketObj->Queue); Nice and 
easy no problems

However I have a problem selecting tickets based on that field, using :
$tickets->Limit(FIELD => "IssueStatement" , OPERATOR => "=", VALUE => $q 
, ENTRYAGGREGATOR => 'OR', DESCRIPTION => "IssueStatement" );
Doesn't seem to work .. I tried with and without ENTRYAGGREGATOR and 
DESCRIPTION ..


Any help will truly be appreciated ..
Thanks;
Roy


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Re: [rt-users] Action on "queue transfer"

[Roy El-Hames]

I think :
In your TNS queue create scrip
Condition On Queue Change
Action Notify Others
Template : yourcustomtemplate

Create yourcustomtemplate
in the top 2 line2

cc:[EMAIL PROTECTED]
Attach-Message: Yes

leave few blank lines then put your text.

Good luck
Roy 


Gene LeDuc wrote:
I want RT to send an e-mail to a specific address (an external mailing 
list, not a user) when a ticket gets moved from my DMCA queue to the 
TNS queue.  A couple of questions:


1.  Can I specify an address (either in the scrip or the template) 
like "[EMAIL PROTECTED]" or must I use Owner, Requestor, etc.?


2.  I'm assuming I should put the template in the TNS queue.  Should 
the scrip go in the DMCA or TNS queue?


Any insights into the best approach to accomplish this will also be 
appreciated.


Thanks,
Gene




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Re: [rt-users] Email Updates

[Roy El-Hames]

JJ;
Before then i guess you have not up the mail gateway .. take a look at 
the README in your source files (the package where you installed RT from).
Also the wiki on how to set up RT, Sorry have n't a browser to hand to 
locate exact page ..
But you need to be at a point where you can send an email to your rt  
which creates a ticket then email you back an auto-responder

Roy
(btw you may also get info from /opt/rt3/bin/rt-mailgate)

JJ Asghar wrote:


Hey Roy,
Thanks for the heads up.  If you havent noticed i'm a complete 
n00b.  below is what is in that "directory" what should i 
change/install/whatever to get what i'm looking for done?


(no value)
On Correspond Open Tickets with template Blank

(no value)
On Owner Change Notify Owner with template Transaction

(no value)
On Create Autoreply To Requestors with template Autoreply

(no value)
On Create Notify AdminCcs with template Transaction

(no value)
On Correspond Notify AdminCcs with template Admin Correspondence

(no value)
On Correspond Notify Requestors and Ccs with template Correspondence

(no value)
On Correspond Notify Other Recipients with template Correspondence

(no value)
On Comment Notify AdminCcs as Comment with template Admin Comment

(no value)
On Comment Notify Other Recipients as Comment with template 
Correspondence


(no value)
On Resolve Notify Requestors with template Resolved



Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: [EMAIL PROTECTED]


On Mar 14, 2007, at 10:24 AM, Roy El-Hames wrote:


Hi JJ;
Well you 'll even be more in love with RT, because the whole (well 
most of) idea of RT is sending emailing notifications when tickets 
created/updated/ and anything else ..
You seem to be missing a big part (unless I misunderstood your 
request)?!
Look into scrips (Configuration -> Global -> Scrips) from the web 
interface where you can set default or custom made conditions on when 
emails are sent, and also set actions that can include whom should 
receive emails etc


Regards;
Roy

JJ Asghar wrote:


Greetings,

First off i'm in love with RT.  It's stream lined and 
consolidated my IT staff like crazy.  I couldn't think of anything 
better.


I do have a question though, is there a way for an email to be 
sent out when a new ticket is created, updated, and/or put in my queue?

I looked around the WIKI and to no avail...

Thanks in advance!

-J



Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: [EMAIL PROTECTED]



 



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Re: [rt-users] Email Updates

[Roy El-Hames]

Hi JJ;
Well you 'll even be more in love with RT, because the whole (well most 
of) idea of RT is sending emailing notifications when tickets 
created/updated/ and anything else ..

You seem to be missing a big part (unless I misunderstood your request)?!
Look into scrips (Configuration -> Global -> Scrips) from the web 
interface where you can set default or custom made conditions on when 
emails are sent, and also set actions that can include whom should 
receive emails etc


Regards;
Roy

JJ Asghar wrote:


Greetings,

First off i'm in love with RT.  It's stream lined and consolidated 
my IT staff like crazy.  I couldn't think of anything better.


I do have a question though, is there a way for an email to be 
sent out when a new ticket is created, updated, and/or put in my queue?

I looked around the WIKI and to no avail...


Thanks in advance!

-J



Best Regards,
JJ Asghar
Network Administrator
Free: (800) 729 3400
Direct: (512) 623 5619
Fax: (512) 339 9592
mailto: [EMAIL PROTECTED]





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Re: [rt-users] Data pathways

[Roy El-Hames]

Kenneth;

RT Essentials is a good start also the wiki
and the best source of all is in
/opt/rt3/lib/RT and /opt/rt3/share/html (if you have installed RT in /opt)
or example you query about $Ticket->Creator
if you look in /opt/rt3/lib/RT/Tickets_Overlay.pm or 
/opt/rt3/lib/RT/Ticket_Overlay.pm you 'll find that what you need is:
$Ticket->CreatorObj->Name (for the Creator's name) or 
$Ticket->CreatorObj->EmailAddress for the email address


Roy


Kenneth Crocker wrote:

To all,


All of the code we use on Rt is something we found using all the 
examples you guys send in to the user's group. For example, the 
following code is not something we invented, but copied.


$trans->Message->First->GetHeader eq 'Received'
$Transaction->Content()
$Ticket_Description = $Ticket->FirstCustomFieldValue('Description')

However, I was wondering where the examples are for such code. 
Where do I find the pathway for the creator of a ticket? I tried 
{$Ticket->Creator} but only got a numer. How do I get the actual 
UserID? How do I find out how to find other data? I tried looking at 
the DataBase and using record names but that doesn't seem to work. I 
can probably figure out what to do if I can find the info on how to 
access the data or figure out the pathway. Thanks.


Kenn
LBNL
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Re: [rt-users] Workflow question: RT on both ends of a ticket

[Roy El-Hames]

Carl;
Have you investigated having relationship between the 2 tickets 
(parent/child or refer to etc) then applying a scrip when an update to 
one submits an update to the other??



I'd not thought of that - there's already some ticket relationships
going on, so the scrip would have to figure out if the related ticket
was in the apppropriate queue or not before choosing to update it.

  
I would use cfs to distinguish which tickets to auto update the related 
ticket ..
We have a process not so different from yours, the way we did it, on a 
cf change a new ticket is forked out from the original as Depends on, 
however what we do is only comments are propagated, correspondence are 
kept separate in each ticket.

Roy


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Re: [rt-users] Workflow question: RT on both ends of a ticket

[Roy El-Hames]

Hi Carl;
Have you investigated having relationship between the 2 tickets 
(parent/child or refer to etc) then applying a scrip when an update to 
one submits an update to the other??

Roy

Carl Vincent wrote:

The fun starts when we want to run a workshop at our own venue:
Following the plan above, our RT system ends up on both ends of the
ticket. Ideally the workflow process would be the same whether we're
using our venue of one elsewhere, but at the moment our team have to
treat these tickets differently (tickets are linked
refers-to/referred-by and you have to check both for the 


full picture).


I've kind of resigned myself to run a separate RT for our venue
management operation - then the two RTs can talk to each 


other. I'd also


considered writing something to rewrite the headers to fool RT into
thinking it was talking to a separate RT instance - though 


I don't know


how hard that would be.

Does anyone else have a suggestion to smooth out this 


abnormality in our


workflow?



Are all these tickets in the same Queue? I don't understand why
using different Queues wouldn't work.
  
I think he has separate queues but wants the email response 
going out of 
one of the queues to be accepted back into a different queue where it 
will reach the right people.  If you had different RT instances you 
could find the different RT names in the subject line and each could 
have different ticket numbers, but I don't think there is a 
handy way to 
do this in a single instance.  You can manually move the 
ticket into the 
right queue before responding (if you have rights to do both), 
but then 
it becomes a special case instead of just replying.



Thanks Les, that's exactly the situation - one RT instance, two queues,
two groups of people dealing with them, but they want to communicate as
they would with "external" people.

Is there any mileage in writing a filter outside RT to rewrite the
headers? I'm thinking it shouldn't be too hard to have a filter before
rt which takes a subject like:

[Netskills #1234] {Netskills #1236} Workshop booking details 10 Apr

and translates it to:

[Netskills #1236] {Netskills #1234} Workshop booking details 10 Apr

before passing it on to RT. Would that be worth a go do you think?

Cheers

Carl

  


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Re: [rt-users] Workflow question: RT on both ends of a ticket

[Roy El-Hames]

I am also trying to figure out what the problem is  ..
Carl can you explain a bit more sounds like an interesting problem,
Roy

Les Mikesell wrote:

Kenneth Crocker wrote:


The fun starts when we want to run a workshop at our own venue:
Following the plan above, our RT system ends up on both ends of the
ticket. Ideally the workflow process would be the same whether we're
using our venue of one elsewhere, but at the moment our team have to
treat these tickets differently (tickets are linked
refers-to/referred-by and you have to check both for the full picture).

I've kind of resigned myself to run a separate RT for our venue
management operation - then the two RTs can talk to each other. I'd 
also

considered writing something to rewrite the headers to fool RT into
thinking it was talking to a separate RT instance - though I don't know
how hard that would be.

Does anyone else have a suggestion to smooth out this abnormality in 
our

workflow?


>
> Are all these tickets in the same Queue? I don't understand why
> using different Queues wouldn't work.
>


I think he has separate queues but wants the email response going out 
of one of the queues to be accepted back into a different queue where 
it will reach the right people.  If you had different RT instances you 
could find the different RT names in the subject line and each could 
have different ticket numbers, but I don't think there is a handy way 
to do this in a single instance.  You can manually move the ticket 
into the right queue before responding (if you have rights to do 
both), but then it becomes a special case instead of just replying.




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Re: [rt-users] Adding CC to ticket on create

[Roy El-Hames]

Not quite ..
look in etc/RT_Config.pm
Roy

Torsten Brumm wrote:

Hmm, i'm not sure, but i thinkk this comes with bps:
RT-Extension-CommandByMail, i think i read this somewhere there.

Torsten

2007/3/12, Kenneth Crocker <[EMAIL PROTECTED]>:


To all,


I saw an E_mail here that referred to
"Set($ParseNewMessageForTicketCcs , 1);" as a way to get RT to
automatically put the CC of an E_mail into the CC of a ticket when RT
creates the ticket. However, I cannot find that reference in RT. Can
someone help me to find that parameter? Thanks.

Kenn
LBNL
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Re: [rt-users] Creating tickets from external form

[Roy El-Hames]

Mario;
Adding new field to the tickets table is just asking for trouble, if not 
now for sure when its upgrade time.
CF are the way to go, and instead of using form action you'll be better 
of using REST and the rt cli ..

have a in the wiki about REST and how to use it.
Roy

Mario Gomide wrote:

Hi there!

Since nobody answered and I haven't found a reasonable solution, I'm 
asking again...


I'm thinking of creating a static field (from wich I can fill from an 
external form as described before), and create a field on the Ticket 
table.
Any other (better) ideas? Can I do this without affecting the rest of 
the system?


I appreciate your help.

Mario Gomide


Mario Gomide escreveu:

Hi,

I use some external application to generate service requests.

This application posts its contents to RT via an html form. That 
means that the contents are passed via URL as follows, for example:
action="https://my.rt.site/rt/Ticket/Create.html?Queue=int&Subject=Text&Content=text"; 
method=GET>
Then I get to the Create.html page to fill in other fields and 
confirm the creation, which means that I can't use "create by mail" 
(unless I can confirm and fill in other fields).


How do I pass custom field values through the URL? My custom fields 
are in all the queues, so I don't have to worry about de 
queue-dependancy of each CF.


Thank you very much!

Mario Gomide
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Re: [rt-users] Google Summer of Code

[Roy El-Hames]

One more I thought of is customer management and multiple contacts per 
customers ,
A self service like interface where a contact for customer A should be 
able to view/update all tickets by all contacts of customer A ..

I remember this coming up in the list few times with out any clean solution.
Regards;
Roy

Jim Brandt wrote:
Some of these already mentioned, and I'm sure some are not necessarily 
appropriate for SoC projects. Not listed in any order:


* more reporting;

* a SOAP interface;

* Perforce integration similar to the svn integration;

* an ITIL version of RT that maps all labels and functionality to 
recommended ITIL best practices. I know there was some discussion on 
the list a while back about an ITIL/RT interest group and maybe they 
could help spec this out;


* reminders for groups;

* 'smart' ordered priority lists such that you could take ten tickets, 
prioritize them 1 to 10, and they would automatically re-sort when a 
ticket was resolved or when one was re-prioritized.


* maybe a documentation project to:
  - flesh out docs for the new features in 3.6.*;
  - clean-up and augment the wiki;
  - capture some of the FAQs from the users list create full 
explanations on the wiki;




Jim



Jesse Vincent wrote:
I'd love to submit RT to Google's Summer of Code this summer.  It's 
probably time to start brainstorming projects.


What would you like to do/see done as part of a RT summer of code 
project?


Jesse




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