Re: [rt-users] Some users getting CSRF warnings when creating tickets?
Hey Alex, We’ve seen this when users are jumping between the http and https versions of our RT instance. Advising everyone to login at the https address seemed to resolve it for us. Thanks. -Sean From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Alex Hall Sent: Monday, September 26, 2016 4:07 PM To: rt-users <rt-users@lists.bestpractical.com> Subject: [rt-users] Some users getting CSRF warnings when creating tickets? Hi all, We're starting to have more people test RT now. Oddly, the two who just started trying it out get CSRF warnings when they try to make or update tickets, while no one else does. They are using Chrome, but so is a guy who is *not* getting the warnings. We're all in the same building, thus on the same network. Any idea why this might be happening? My Nginx log for RT doesn't include anything about this, and my RT log is empty. Thanks. -- Alex Hall Automatic Distributors, IT department ah...@autodist.com<mailto:ah...@autodist.com> - RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
Re: [rt-users] Onetime CC are giving an internal error
We are seeing something very similar for every correspondence after upgrading to 4.4. The call to load the Scrips and Recipients box when updating a ticket contains the entire content of the message in the string, which is often leading to this 414 error. We never ran into this issue in 4.2. > We are running rt-4.4.0 and just noticed that selecting a One-time Cc > gives an internal error in the Scrips and Recipients block. > The error is: > > [9625] [Thu Apr 7 12:37:48 2016] [warning]: Use of uninitialized value in > split at /opt/rt4/share/html/Helpers/PreviewScrips line 81. > (/opt/rt4/share/html/Helpers/PreviewScrips:81) > [9625] [Thu Apr 7 12:37:48 2016] [error]: Operation "eq": no method found, > left argument has no overloaded magic, > right argument in overloaded package Email::Address at > /opt/rt4/share/html/Helpers/PreviewScrips line 115. > > Stack: > [/opt/rt4/share/html/Helpers/PreviewScrips:115] > [/opt/rt4/share/html/Helpers/autohandler:51] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:696] > [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:375] > [/opt/rt4/share/html/autohandler:53] > (/opt/rt4/sbin/../lib/RT/Interface/Web/Handler.pm:208) > > Anyone else seen that? > > We are running rt with a couple of extensions but none of them should be > touching something in that part of the code. > > Something related to this, namely PreviewScrips. If you reply/comment to > a large message body then apache will log a 414 and there will be no > text in the Scrips and Recipients block. > Looking at the apache logs shows a very large GET request which looks > like an URL encoded block of text which is 8000 chars. > Shouldn't PreviewScrips use POST instead of GET because of the possible > large amount of text? > > Regards, > > Joop Thanks. Sean Cwiek MeL Systems Specialist Midwest Collaborative for Library Services (MCLS) Phone: 800-530-9019 ext. 148 Phone: 517-492-3848 cwi...@mcls.org<mailto:cwi...@mcls.org> - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Migrating/Upgrading from RT2 -> RT4, getting errors installing RT3 'make initialize-database'
I’m in the process of migrating from RT2 to the latest RT4. In reading the
archives and various posts I’ve been able to figure out that I need to dump
the RT2 database which was successful (via RT-Extension-RT2toRT3). I’m
assuming the next step in the process is to install RT3 to reimport the
dump data to it and then upgrade to RT4.
1.
Is it important that I upgrade to 3.0.0 or does any 3.0.x or 3.x.x
version work for this part of the process?
2.
Is there is a better way to go about upgrading from RT2 to RT4?
Dev System details:
OS: Debian 8 (VMWare Wks guest)
MySQL: 5.5
In trying to install RT3 (3.0.0) I keep running into errors during the
‘make initialize-database’ phase. I don’t think that it’s a database issue
yet, it seems that Perl is having issues with the scripts and/or something
I’m missing on my system.
All Perl deps are met:
root@rt3:/home/bdk/rt-3-0-0# make testdeps | grep -i missing
root@rt3:/home/bdk/rt-3-0-0#
Configure options:
root@rt3:/home/bdk/rt-3-0-0# ./configure --prefix=/srv/rt3
--with-web-user=www-data --with-web-group=www-data --with-rt-group=www-data
--with-db-rt-user=rt3 --with-db-rt-pass=rt3
I get 2 errors that I don’t think will amount to much:
cp -rp ./local/html/* //srv/rt3/local/html
cp: cannot stat ‘./local/html/*’: No such file or directory
Makefile:398: recipe for target 'local-install' failed
make: [local-install] Error 1 (ignored)
cp -rp ./local/po/* //srv/rt3/local/po
cp: cannot stat ‘./local/po/*’: No such file or directory
Makefile:398: recipe for target 'local-install' failed
make: [local-install] Error 1 (ignored)
The rest of the install goes good:
Congratulations. RT has been installed.
You must now configure RT by editing /srv/rt3/etc/RT_SiteConfig.pm.
(You will definitely need to set RT's database password before continuing.
Not doing so could be very dangerous)
After that, you need to initialize RT's database by running
'make initialize-database'
I checked /srv/rt3/etc/RT_Config.pm and the correct database name, user &
password are set there via my earlier config. The next step is where I get
hung up:
root@rt3:/home/bdk/rt-3-0-0# make initialize-database
/usr/bin/perl //srv/rt3/sbin/rt-setup-database --action init --dba root
--prompt-for-dba-password
Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )(\d\d)(\d\d)(\d\d)(\d\d)(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 127.
Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )-(\d\d)-(\d\d) (\d\d):(\d\d):(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 129.
Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )-(\d\d)-(\d\d) (\d\d):(\d\d):(\d\d)\+00$/ at
/srv/rt3/lib/RT/Date.pm line 131.
Useless use of greediness modifier '?' in regex; marked by <-- HERE in
m/^(\d{4}? <-- HERE )(\d\d)(\d\d)(\d\d):(\d\d):(\d\d)$/ at
/srv/rt3/lib/RT/Date.pm line 132.
"my" variable $attr masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.
"my" variable %params masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.
"my" variable $attr masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.
"my" variable %params masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.
"my" variable $attr masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 476.
"my" variable %params masks earlier declaration in same statement at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 480.
Variable "$QueueObj" is not imported at /srv/rt3/lib/RT/Ticket_Overlay.pm
line 586.
(Did you mean instead?)
Variable "$QueueObj" is not imported at /srv/rt3/lib/RT/Ticket_Overlay.pm
line 589.
(Did you mean instead?)
Variable "$QueueObj" is not imported at /srv/rt3/lib/RT/Ticket_Overlay.pm
line 607.
(Did you mean instead?)
syntax error at /srv/rt3/lib/RT/Ticket_Overlay.pm line 470, near "$attr
qw(id Creator Created LastUpdated LastUpdatedBy)"
Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.
Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.
Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.
Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.
Global symbol "$attr" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 471.
Global symbol "$self" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 482.
Global symbol "$id" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 482.
Global symbol "$Owner" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 502.
Global symbol "%args" requires explicit package name at
/srv/rt3/lib/RT/Ticket_Overlay.pm line 508.
[rt-users] Help Resolving Incorrect Ticket Merging
Hello everyone, First of all, yes, I'm totally aware of the big glaring warning that clearly states Warning: merging is a non-reversible action! Enter a single ticket number to be merged into. And yes, I'm about to go overboard on very explicit security permissions for my guys. However, I'm now facing a stupid situation all thanks to an intern who thought he'd problem solve himself, and he accidentally merged a sub-ticket of an ongoing case that is completely unrelated to what he was trying to do. Now, I have a simple ticket that was *supposed* to be a purchasing request, and now he's managed to merge the data in error. How can I sort this issue out, even if I have to do it by hand? I have SQL experience (my backend DB), so I'm not afraid from that respect, but since I'm still fairly newish to RT, so I hesitate at just hunting via SQL queries and trying to update the info without guidance. *Side thought: Why are there so many non-reversible actions in RT? Another example are ticket comments, which now at this point have a ton of awful typo's, but we're forced to roll with it because there's no way to correct the typo*. Thanks for the help, and sorry if I sound a bit heated at the moment. Sean -- RT Training - Dallas May 20-21 http://bestpractical.com/training
[rt-users] Dealing with forwarded tickets from one queue to another
Hi,
We have a situation where someone gets mail sent to them from one queue, and
needs to forward it to a different queue as a new ticket. e.g. for forwarding
to a support queue. Currently RT will interpret the incoming mail as an update
to the original ticket instead of creating a new ticket in the other queue.
Is there any way around this? RT knows the old ticket ID from the Subject, and
the new queue it's being submitted to.
Currently looking at patching Interface/Email.pm and using $SystemTicket-id vs
$args{'queue'}
but perhaps this has been covered before?
Thanks,
Sean Purdy
[rt-users] Customize Quicksearch RT 4.0.4
Hi,
I have upgraded to RT 4. I have defined a few different custom statuses in
RT_SIteConfig such as:
Set(%Lifecycles,
default = {
initial = [ 'new' ],
active = [ 'open', 'stalled', 'next_rel', 'inv_pend',
'cust_info' ],
inactive= [ 'resolved', 'rejected', 'deleted' ],
When I log in I see the QuickSearch includes these columns (''next_rel,
'inv_pend', 'cust_info').
The summaries Active Tickets I own and Waiting Tickets I own group
tickets by state (ie. Active or Waiting) regardless of their status.
Is there a way to customize the Quicksearch to group by state, ie. 3
columns Active, Waiting, Planning?
Also where can the state of a status be defined, for example cust_info
should be a Waiting state?
Thanks for any help
Sean
RT Training Sessions (http://bestpractical.com/services/training.html)
* Boston TBA
Re: [rt-users] Upgrading from RT 3.6.2 to RT 4.0.4
Thanks Kevin and Jared, This helped. I should have done the database upgrade (rt-setup-database) to just to 3.7.87, then ran upgrade-mysql-schema.pl and then went back and finished the data upgrade. Seem to be good now, Sean RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] Upgrading from RT 3.6.2 to RT 4.0.4
Hello, I'm am working on upgrading from RT 3.6.4rc2 to RT 4.0.4. I am having some difficulties with the sequence of instructions provided in README, UPGRADING.mysql and version upgrades (UPGRADING-3.6, UPGRADING-3.8 and UPGRADING-4.0). Even though I have MySQL version 4.1 but as I am running RT 3.6 I must follow the procedure outlined in UPGRADING.mysql. This tells me to follow the instruction in README up to point 6b. In README step 2 I have to run ./configure, do I run this with default options or specify: --with-db-database=rt3 (to point to my current database)? After this I fix all the required dependencies. I skip README 6a as I am upgrading, instead I follow README 6b where I run make upgrade, which works. After make upgrade it tells me to run make upgrade-database which tries to connect to rt4 database (with ./configure default) or rt3 database if I used --with-db-database=rt3, both of these fail with: Access denied for user 'rt_user'@'localhost' to database 'rt3' OR Access denied for user 'root'@'localhost' (if I used root) I guess I missed something which caused this failure. Any ideas? It then directs me back to UPGRADING.mysql step 4 which tells me to apply Apply the RT 3.8 schema upgrades.. Is this etc/upgrade/ upgrade-mysql-schema.pl? Are these steps correct? Or is there a worked example of an upgrade frmo RT3 to RT4? Also at what point am I supposed to apply the changes outlined in UPGRADING-3.6, UPGRADING-3.8 and UPGRADING-4.0? Thanks for any help! Sean RT Training Sessions (http://bestpractical.com/services/training.html) * Barcelona, Spain November 28 29, 2011
[rt-users] Can't change ticket statuses
Hello,
After recently installing RT4, I have a load of ticket migrated from 3.8.
Previously on RT3 when as user logged in they were able to see and change
all the statuses of ticket they raised or owned.
Now in my new RT4 installation when a ticket is in Waiting state the status
cannot be changed at all. When the ticket is in active
state I have only the options {open, new, stalled, reject, deleted}
available in the dropdown.
This is what I have in RT_SiteConfig.pm:
@ActiveStatus = qw(new open po_req inv_po in_test) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;
Am I missing something, or does this have to do with LifeCycle in RT4?
Thanks
Sean
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
Hi, yes zooming also causes the same problem. When I turn off either scripting or CSS the problem disappears. I'm trying to figure out what IE is doing differently than Firefox/Chome. Sean On Sat, Jul 2, 2011 at 2:11 PM, Christopher Lasater clasa...@taleo.comwrote: Hey Sean, Does zooming make the problem worse or do we have different issues? -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:20 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 It sounds dumb, but I think the issues I related to zooming in. If I have no zoom at 100% everything works fine. The second I try to zoom its freezes and if I am at 115%, which was my default, then it freezes when I get into rt at a glance. I can zoom in and out like crazy in Firefox without experiencing any problems. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Christopher Lasater Sent: Friday, July 01, 2011 3:04 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] New install of RT4 crashes Internet Explorer 8 Mod_perl2, External Auth to an LDAP server, LDAP Importer. Not sure what else you would be interested in. Problem occurs with or without IE compatibility mode. VirtualHost server.example.com:80 AddDefaultCharset UTF-8 DocumentRoot /opt/rt4/share/html Location / Order allow,deny Allow from all SetHandler perl-script PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server /Location Perl use Plack::Handler::Apache2; Plack::Handler::Apache2-preload(/opt/rt4/sbin/rt-server); /Perl /VirtualHost Set( $rtname, 'server.example.com'); Set ($WebPath , ); Set ($WebBaseUrl , server.example.com:80); Set ($WebURL , http://server.example.com/;); Set ($WebDomain, server.example.com); Obviosly I changed my servername to server.example.com all FQDN 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
Yeah I can't recreate the issue there, perhaps I haven't created a large enough ticket. More likely though it is my configuration or data migration - I had to upgrade from 3.6 - 4.0 in one go. Is there some way to migrate a 3.6 database directly to 4.0 and then simply hook this into a RT 4.0 install? This was done manually which I'm skeptical about. Thanks Sean On Wed, Jun 29, 2011 at 10:23:06PM +0100, Sean McDaid wrote: The ticket I am using as test case is a new ticket in the RT 4.0.1 installation. Make say 15 comments with 20 lines of text, within some of these comments keep the quoted text. Also to the comments add some attachments of different formats. Also add some transactions changing status/owner/impact/category etc. This should create a relatively large ticket - load this up with IE8 with scripting enabled. This takes a very long time, and window resizing also affects it. Would you find a ticket on issues.bestpractical.com (login using guest/guest) which shows the problem you're seeing? That will allow us to compare apples to apples. Thanks -kevin Sean OK so I've upgraded to 4.0.1 and the issue persists. Again when I turn off the scripts the problem is solved. Can you provide a simple test case that we can use to reproduce the problem? Thomas 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
[rt-users] New install of RT4 crashes Internet Explorer 8
I have installed Request Tracker 4.0.0 on CentOS release 5.6. The database is MySQL 5 which is running remotely from the RT instance. When I create a very large ticket or open a migrated large ticket with Firefox there are no problems. But when I open the same ticket with IE8, it either crashes or takes a very long time to open. If the ticket loads and I resize the IE window or scroll up and down the window again freezes. I have check the RT logs in Debug when loading from both Firefox and IE and don't see any differences. I also thought it might have been a problem with the migrated data from RT 3.6 but this issue is happening with newly created tickets. Does anyone have an Idea what may be happening here? Thanks Sean 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
Hi Christopher, That actually seems like the issue. From Internet Options I've turned off Scripting and the problem is no-longer present. I'll upgrade to the new release to see if that resolves issue. Regards Sean On Wed, Jun 29, 2011 at 4:05 PM, Christopher Lasater clasa...@taleo.comwrote: Hey Sean, Did you check out the new release 4.0.1. One of the bug fixes is: ** ** Javascript fixes for IE8 in the admin UI. ** ** Might help you out. ** ** *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Sean McDaid *Sent:* Wednesday, June 29, 2011 9:35 AM *To:* rt-users@lists.bestpractical.com *Subject:* [rt-users] New install of RT4 crashes Internet Explorer 8 ** ** I have installed Request Tracker 4.0.0 on CentOS release 5.6. The database is MySQL 5 which is running remotely from the RT instance. When I create a very large ticket or open a migrated large ticket with Firefox there are no problems. But when I open the same ticket with IE8, it either crashes or takes a very long time to open. If the ticket loads and I resize the IE window or scroll up and down the window again freezes. I have check the RT logs in Debug when loading from both Firefox and IE and don't see any differences. I also thought it might have been a problem with the migrated data from RT 3.6 but this issue is happening with newly created tickets. Does anyone have an Idea what may be happening here? Thanks Sean 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
OK so I've upgraded to 4.0.1 and the issue persists. Again when I turn off the scripts the problem is solved. Sean On Wed, Jun 29, 2011 at 4:43 PM, Sean McDaid seanmcdaid2...@gmail.comwrote: Hi Christopher, That actually seems like the issue. From Internet Options I've turned off Scripting and the problem is no-longer present. I'll upgrade to the new release to see if that resolves issue. Regards Sean On Wed, Jun 29, 2011 at 4:05 PM, Christopher Lasater clasa...@taleo.comwrote: Hey Sean, Did you check out the new release 4.0.1. One of the bug fixes is: ** ** Javascript fixes for IE8 in the admin UI. ** ** Might help you out. ** ** *From:* rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] *On Behalf Of *Sean McDaid *Sent:* Wednesday, June 29, 2011 9:35 AM *To:* rt-users@lists.bestpractical.com *Subject:* [rt-users] New install of RT4 crashes Internet Explorer 8 ** ** I have installed Request Tracker 4.0.0 on CentOS release 5.6. The database is MySQL 5 which is running remotely from the RT instance. When I create a very large ticket or open a migrated large ticket with Firefox there are no problems. But when I open the same ticket with IE8, it either crashes or takes a very long time to open. If the ticket loads and I resize the IE window or scroll up and down the window again freezes. I have check the RT logs in Debug when loading from both Firefox and IE and don't see any differences. I also thought it might have been a problem with the migrated data from RT 3.6 but this issue is happening with newly created tickets. Does anyone have an Idea what may be happening here? Thanks Sean 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] New install of RT4 crashes Internet Explorer 8
The ticket I am using as test case is a new ticket in the RT 4.0.1 installation. Make say 15 comments with 20 lines of text, within some of these comments keep the quoted text. Also to the comments add some attachments of different formats. Also add some transactions changing status/owner/impact/category etc. This should create a relatively large ticket - load this up with IE8 with scripting enabled. This takes a very long time, and window resizing also affects it. Sean OK so I've upgraded to 4.0.1 and the issue persists. Again when I turn off the scripts the problem is solved. Can you provide a simple test case that we can use to reproduce the problem? Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Endless auto-reply loop
They aren't a user in RT. The only users within RT are the staff and volunteers for the membership office. The 'clients' are the the thousands of people who join the organization (Interscholastic Equestrian Association), mostly riders and coaches. Because the membership 'office' is actually a group of people who are widely distributed geographically, working out of their homes, keeping track of support requests was becoming a nightmare. Our hope is that RT can centralize the point of communication and tracking open issues. Given that, we configured it so anyone could email in and create a new ticket. Most members of the IEA do have an email address, so I suppose we could add them all 'by hand', but how would we keep the membership in sync, which changes a little all the time and has significant churn every enrollment period (late summer). Thanks, Sean On Tue, Jan 18, 2011 at 11:52 AM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Jan 18, 2011 at 10:05:08AM -0500, Sean Quinlan wrote: Where Jesse replies: And you can always set up individual addresses to not get mail. Configuration - Users, search for the user, leave the username as the email address and then blank out the email address of the user record. -kevin
Re: [rt-users] Endless auto-reply loop
Ah, my apologies! I went to the Users page and didn't see them, and did not register your instruction to search for them. Thanks for being patient and reposting your instructions. I have done as you suggested, and hopefully that takes care of it. Thanks again, Sean On Tue, Jan 18, 2011 at 12:18 PM, Kevin Falcone falc...@bestpractical.comwrote: On Tue, Jan 18, 2011 at 12:05:06PM -0500, Sean Quinlan wrote: They aren't a user in RT. The only users within RT are the staff and volunteers for the membership office. The 'clients' are the the thousands of people who join the organization (Interscholastic Equestrian Association), mostly riders and coaches. Because the membership 'office' is actually a group of people who are widely distributed geographically, working out of their homes, keeping track of support requests was becoming a nightmare. Our hope is that RT can centralize the point of communication and tracking open issues. Given that, we configured it so anyone could email in and create a new ticket. Most members of the IEA do have an email address, so I suppose we could add them all 'by hand', but how would we keep the membership in sync, which changes a little all the time and has significant churn every enrollment period (late summer). You said you don't want RT emailing a mailing list. To stop it from sending mail to the mailing list: Configuration - Users, search for the user, leave the username as the email address and then blank out the email address of the user record. -kevin If RT has received or sent mail to an email address, there is a User, believe me. -kevin
Re: [rt-users] Endless auto-reply loop
On Tue, Jan 18, 2011 at 12:18 PM, Kevin Falcone falc...@bestpractical.comwrote: Configuration - Users, search for the user, leave the username as the email address and then blank out the email address of the user record. -kevin That appears to have worked perfectly, and if I run into this specific issue again I now know how to quickly resolve it. Thanks, Sean
[rt-users] Creating a ReferredToBy Link
Hi,
Some time lurker, first time poster.
I am trying to make a script which parses an incoming message for text
for RT#TicketId and then adds a ReferredToBy link relationship between
the current ticket being posted to, and the ticket id extracted.
I have:
while ($content =~ m!RT#(\d+)!g) {
$self-TicketObj-AddLink(Type='ReferredToBy', Target=$1);
}
But this does not work.
I can do:
while ($content =~ m!RT#(\d+)!g) {
$self-TicketObj-AddLink(Type='RefersTo, Base=$1);
}
and this works.
Can anyone help with the correct syntax to create the ReferredToBy link?
RT 3.8.2
Regards,
Sean
___
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[rt-users] Linked custom field question
All, Using RT 3.8.6 I have a custom field called Area - It's a Select one type. I see a list of Areas. I have a second custom field called Sub-Area - It's a Select one type and values are based on the above Area When I select an area, the Sub-Area has a drop-down where the values change based on the Area chosen - SO FAR SO GOOD - The problem is this - I select an area, then select a sub area and click update. The area and sub-area are set as indicated. If I look at the main page for the ticket, it shows what I have selected. However, if you go back to the Basics page - while the Area shows what I have selected, the Sub-Area drop down reverts back to (no value) even though a value is set for the ticket. This can be confusing to some. The drop down is dynamic based on the area chosen obviously - so Im not sure if this is just something we would have to live with, or if it is a code change somewhere that could be made such that the drop down reflects what has been selected? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Maximum size of query
Hi, What is the maximum size of a query in the ticket search (not simple search) Meaning - ( Status = open OR Status = stalled) AND (Creator = a...@1234 OR Creator = e...@5678 ...) --- How long can that be? Thanks, Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Add dashboard to selfservice
Hi, How can I add dashboards to the selfservice page? This allows me to add dashboards for managers to see some reports instead of having to make them priviliged users Thanks, Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Search for tickets created by members of a group
All, Im trying to create a dashboard that lists tickets created by a list of users who all belong to a group in RT. In order to do that, I need to create the search first obviously. Is there a way to say created by members of group X or do I need to say owner = X or owner = Y or owner = Z ? Thanks ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working
Jesse Vincent wrote: Sure, here you are. I'm currently @ 3.6.5. Right. that's just a custom saved search format. YOu'll want to read up on editing saved searches. -jesse I'm confused. What is just a custom search? The KILL link there used in that one tkt under 10 newest unowned tickets? -Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working
Jesse Vincent wrote: So, this is an RT extension. Which version of it are you using and where did it come from? We certainly shouldn't be breaking our API in the middle of a stable series, so I want to make sure it gets sorted out. As an aside, 3.8.6 has been out for a week or so and has some fixes you likely want. Thanks for the response! I didn't realize this was a plugin. I inherited this install and as you know it was a fair bit dated so I was asked to upgrade it. As far as my version of HTML::Mason, there appear to be 2 versions, 1.36 and 1.42. If I do: Ah, no. It was the Kill extension I was looking for the version of. find /opt/rt3/ -name \*Kill\* might be a start to tracking down the right files. Note also that after an upgrade, you really need to clear /opt/rt3/var/mason_data/obj before starting apache, otherwise you might get a skewed set of compiled mason templates. That's the thing, there isn't any Kill module. That was the first thing I searched for when I noticed the issue. r...@lechuck:~# find /opt/rt3/ -name \*Kill\* r...@lechuck:~# find /opt/rt3.bak/ -name \*Kill\* r...@lechuck:~# find /usr -name \*Kill\* No results for any of these searches. rt3.bak was our previous install where kill actually worked so if we ever had a module \*Kill\* it should still be in there at least. Unless of course it was in say /usr/lib/perl* and some other module ditched it when I updated it... I did the cache clearing during the update process so that shouldn't be an issue. -Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working
! -Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working
Jesse Vincent wrote: r...@lechuck:~# find /opt/rt3/ -name \*Kill\* r...@lechuck:~# find /opt/rt3.bak/ -name \*Kill\* r...@lechuck:~# find /usr -name \*Kill\* No results for any of these searches. I suspect it's time for the big guns. grep -ri kill /opt/rt3.bak/share grep -ri kill /opt/rt3.bak/lib And now, how about: grep -ri kill /opt/rt3.bak/local r...@lechuck:~# grep -ri kill /opt/rt3.bak/local /opt/rt3.bak/local/lib/RT/User_Vendor.pm:# Get DBI handle object (DBH), do SQL query, kill DBH Thats it. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working
I should have mentioned that I upgraded from 3.6.6. RTFM I'm not 100% what the previous version was. -Sean -Original Message- From: rt-users-boun...@lists.bestpractical.com on behalf of Sean Sullivan Sent: Thu 11/5/2009 1:27 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Upgraded to rt-3.8.5 and kill stopped working Hi all, I just spent yesterday upgrading to RT 3.8.5 with RTFM 2.4.2 and for some reason kill isn't working from the main UI anymore. I get: RT::Ticket::Kill Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Display.html line 134) I made sure all the perl deps were updated as well so I'm not sure what could be causing it. I also didn't find anything when searching so I thought I'd just check in here before spending a day running through the code myself. Anyone else seen this behavior? Thanks! - Sean Sullivan Systems Administrator o: 617.491.6144 x183 c: 781.408.1406 Harmonix Music Systems ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working
-Original Message-
From: Jesse Vincent [mailto:je...@bestpractical.com]
Sent: Thu 11/5/2009 1:48 PM
To: Sean Sullivan
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Upgraded to rt-3.8.5 and kill stopped working
On Thu 5.Nov'09 at 13:27:46 -0500, Sean Sullivan wrote:
Hi all,
I just spent yesterday upgrading to RT 3.8.5 with RTFM 2.4.2 and for
some reason kill isn't working from the main UI anymore. I get:
RT::Ticket::Kill Unimplemented in HTML::Mason::Commands.
(/opt/rt3/share/html/Ticket/Display.html line 134)
So, this is an RT extension. Which version of it are you using and where
did it come from? We certainly shouldn't be breaking our API in the
middle of a stable series, so I want to make sure it gets sorted out.
As an aside, 3.8.6 has been out for a week or so and has some fixes
you likely want.
Thanks for the response! I didn't realize this was a plugin. I inherited this
install and as you know it was a fair bit dated so I was asked to upgrade it.
As far as my version of HTML::Mason, there appear to be 2 versions, 1.36 and
1.42. If I do:
-
#!/usr/bin/perl
use HTML::Mason;
print $HTML::Mason::VERSION\n;
-
I get 1.42, so I guess that is what is being used by RT?
Course, if I look at that file it contains only:
--
package HTML::Mason;
# Copyright (c) 1998-2005 by Jonathan Swartz. All rights reserved.
# This program is free software; you can redistribute it and/or modify it
# under the same terms as Perl itself.
use 5.006;
$HTML::Mason::VERSION = '1.42';
use HTML::Mason::Interp;
sub version
{
return $HTML::Mason::VERSION;
}
1;
__END__
--
Followed by a bunch of perldoc text.
This made me think, where is HTML::Mason::Commands? Well it's not on this
machine, nor is it installable:
perl -MCPAN -e 'install HTML::Mason::Commands' Warning: Cannot install
HTML::Mason::Commands, don't know what it is.
The CPAN page says this about HTML::Mason::Commands:
This was the documentation for the mc_ command set. In Mason 0.8 and beyond,
mc_ commands have been replaced by the new HTML::Mason::Request
So now I'm really confused...
-Sean
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[rt-users] RT4 Status Report
I haven't seen a status report since the one in March, are there any updates? I am looking to upgrade my system soon but understand RT4 will be a major upgrade, so Im anxious to see it released. Thank you. Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT4 Status Report
OK thanks good to know. So a release date is 2010? Ill work on upgrading production to 3.8.4, hopefully there will be some sort of upgrade path to 4.0 when it is released? Thanks for all the hard work and a great product! -Original Message- From: Jesse Vincent [mailto:je...@bestpractical.com] Sent: Wednesday, September 09, 2009 7:30 AM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT4 Status Report On Wed 9.Sep'09 at 6:57:46 -0700, Sean McCreadie wrote: I haven’t seen a status report since the one in March, are there any updates? I am looking to upgrade my system soon but understand RT4 will be a major upgrade, so Im anxious to see it released. Thank you. We're hard at work. It's hard work. And clients always come first ;) You shouldn't be planning to upgrade a production RT instance to RT 4.0 in 2009. It's a fairly serious project with a LOT of code churn. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT feature request
Hi, Not sure what/where the appropriate place is for an RFE, just thought I'd suggest it while im thinking of it. I'd like to suggest a way to implement a .. for lack of better terminology, a ticket flow so - for example - User X wants to order a server. This goes through several different people/queues, it would go to the purchasing queue first, then the facilities queue, than the appropriate OS groups build queue. Right now, this can be done with a manual parent/child method (i.e. user X request is the parent, and a child is created for each subtask) or the ticket is moved from queue-to-queue/group to group. It has been asked if, instead of a manual process, a flow could be modeled whereby a build ticket would be created, and when that ticket was closed, a new one (or child or however this would want to be done) automatically created in the next step until resolution. This would take a lot of the manual-ness out of the process. Along with this comes the possibility of ticket types - incident vs. problem vs. build vs. quote request etc etc etc.. Whats nice about this is that you can have a ticket of a build type go into the facilities queue, and that ticket, since it is a build type, could have a bunch of required custom fields that facilities would need to fill out (coincidentily, ticket types could be linked to the flow suggestion above - meaning a build type ticket would automatically go into the build flow) - and at the same time, a ticket for someone needing a machine physically power cycled could submit a trouble ticket to the facilities queue - and that ticket, since it's not a build type ticket but a trouble ticket, would have none of the custom fields that the build type had. So, my RFE is for a flow modelling ability along with a ticket type attribute that triggers various custom fields and links with flow types. Im sure like I said in the first suggestion, these sorts of things can be manually done, and certain things may have been suggested in various forms in the past, so I apologize if this is redundant, mainly, I just want to automate a lot of what is done manually today, and offer uses a lot of bang for their buck so to speak with this change, offering a lot of flexibility to an already great tool. Apologize also if this was the wrong place to suggest this to. Thanks, Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Correspond vs. Comment on resolve
Hi, On RT 3.8.4, if I put my mouse over the resolve link on a ticket, it goes to Update.html?Action=comment How can I change that to Action=Correspond ? Not sure where this lives. I just want it to do correspondance by default when someone resolves a ticket vs. comment by default Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Remove AdminCc based on Custom Field Value
On Thursday, July 23, 2009 10:26 AM, Kevin Falcoe wrote:
[..]
so, since I can determine a successful job based on the custom field
NB_STATUS, which is transmitted
in the body of the message, I would like to delete all AdminCc
users.
Here's what I have in my custom scrip:
I suspect you're running into a problem distinguishing AdminCcs on the
Queue level vs the Ticket level.
Instead of trying to remove the AdminCcs, I'd put a User Defined
condition on the default On Create Notify AdminCc that returns false
if your CF is set, just make sure the CF gets set first and you may
need to make some of the Scrips be TransactionBatch (see the config
file)
Thanks Kevin. One question: after making 'On Create NotifyAdminCc'
user defined,
what must I drop into the Custom Action to actually keep the former
behavior ? Can I just
copy from the perl source ?
-kevin
my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
if ($nbstatus == 0) {
my $admincc = $self-TicketObj-AdminCcAddresses;
my @watchers = split /\,/,$admincc;
$RT::Logger-warning(Scrip 12 found watchers:
$admincc);
foreach my $watcher (@watchers) {
my ($st, $msg) =
$self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
}
$self-TicketObj-SetStatus('resolved');
}
The ticket status is set correctly, but I can't seem to get any of
the
'Watcher' related code to work;
1.) AdminCcAddresses returns nothing
2.) This custom scrip's description starts with a 00 and is set for
TransactionBatch, as is Scrip #4; and
I can see in the ticket history, that my custom scrip is
executing
before the Notify Admins scrip
3.) The AdminCc is set on the Queue that this custom scrip executes
on
and points to a group.
Any help would be greatly appreciated :)
Sean McHugh
VP, Dir. of Global Services
Grey Group
p. 212-546-1926
m. smch...@grey.com
c. 917-916-8644
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Re: [rt-users] RT 3.8.2 - 3.8.4 upgrade issue FCKeditor error
Hi, Apologies, yes you are correct, it is 3.8.4 (doh!) I have updated the subject line accordingly. You don't give an IE version IE 7, also tried Firefox just now, same error. I'll poke around a bit more. --- On Tue, 7/21/09, Kevin Falcone falc...@bestpractical.com wrote: From: Kevin Falcone falc...@bestpractical.com Subject: Re: [rt-users] RT 3.8.2 - 3.8.6 upgrade issue FCKeditor error To: rt-users@lists.bestpractical.com Date: Tuesday, July 21, 2009, 3:11 PM On Tue, Jul 21, 2009 at 11:53:00AM -0700, Sean wrote: I recently upgraded from 3.8.2 to 3.8.6 There is no 3.8.6, I assume you mean 3.8.4 When using the web interface, any interaction involving the FCK editor (i.e. create ticket, reply, resolve, comment) induces a pop-up window (in IE, dont have firefox to test) which says Unknown You don't give an IE version toolbar item CreateDiv - if I click ok the FCKeditor loads. Luckily, I am doing this on a test instance. When comparing the two FCKeditor screens, there are several buttons missing on the 3.8.6 screen vs. the 3.8.2 in the editor. I can provide screenshots if requested, but I think this is more a problem with CreateDiv vs the actual buttons themselves. 3.8.4 was tested with IE6/7/8 and I don't see this behavior when retesting with IE8. CreateDiv is used in the current version of FCKEditor, it is not an RT extension, so I don't know why you would be getting this error. -kevin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Remove AdminCc based on Custom Field Value
I have a queue that records backup job status. When a notification
comes in for a successful job, I don't want to send out a Notify Admins
email (Global Scrip #4);
so, since I can determine a successful job based on the custom field
NB_STATUS, which is transmitted
in the body of the message, I would like to delete all AdminCc users.
Here's what I have in my custom scrip:
my $nbstatus = $self-TicketObj-FirstCustomFieldValue('NB_STATUS');
if ($nbstatus == 0) {
my $admincc = $self-TicketObj-AdminCcAddresses;
my @watchers = split /\,/,$admincc;
$RT::Logger-warning(Scrip 12 found watchers:
$admincc);
foreach my $watcher (@watchers) {
my ($st, $msg) =
$self-TicketObj-DeleteWatcher(Type='AdminCc',Email=$watcher);
}
$self-TicketObj-SetStatus('resolved');
}
The ticket status is set correctly, but I can't seem to get any of the
'Watcher' related code to work;
1.) AdminCcAddresses returns nothing
2.) This custom scrip's description starts with a 00 and is set for
TransactionBatch, as is Scrip #4; and
I can see in the ticket history, that my custom scrip is executing
before the Notify Admins scrip
3.) The AdminCc is set on the Queue that this custom scrip executes on
and points to a group.
Any help would be greatly appreciated :)
Sean McHugh
VP, Dir. of Global Services
Grey Group
p. 212-546-1926
m. smch...@grey.com
c. 917-916-8644
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[rt-users] RT 3.8.2 - 3.8.6 upgrade issue FCKeditor error
Hi, I recently upgraded from 3.8.2 to 3.8.6 When using the web interface, any interaction involving the FCK editor (i.e. create ticket, reply, resolve, comment) induces a pop-up window (in IE, dont have firefox to test) which says Unknown toolbar item CreateDiv - if I click ok the FCKeditor loads. Luckily, I am doing this on a test instance. When comparing the two FCKeditor screens, there are several buttons missing on the 3.8.6 screen vs. the 3.8.2 in the editor. I can provide screenshots if requested, but I think this is more a problem with CreateDiv vs the actual buttons themselves. Any ideas? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Completely remove AdminCCs for certain tickets..
Hi all, I have a general Queue in use which received notifications from our backup system. I want to: a.) log all notification (success / fail / incomplete) b.) only notify AdminCc and other Watchers when it's a failure / incomplete Right now, my OnCreate scrip for this queue checks the sender and a custom field on message arrival to help me recognize if the request is a notification and if whether it's a failure/incomplete or success. If it's a success, I immediately resolve the ticket; this is working, however, what I would also like to do is not have RT send out any email I've looked for a method to SetAdminCc, but cannot find any; DelMember and DelAdminCc(from CommandByEmail) seem to require either iterating through the set of watchers or knowing who's on the AdminCc list; I was wondering if there was a way to switch Templates during the transaction and change it to Blank Any ideas ? Sean McHugh VP, Dir. of Global Services Grey Group p. 212-546-1926 m. smch...@grey.com c. 917-916-8644 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] ExternalAuth + Anonymous emails to queue
Hi all, I'm using RT with ExternalAuth (v 0.8); everything works perfectly fine with respect to ldap/AD authentication and access. However, I'm trying to allow a single queue to receive requests from any email address (ie. @gmail , etc) without knowing who the end user is and without creating accounts for these folks... On the Queue, I have Everyone with the following rights: CommentOnTicket CreateTicket ModifyTicket ReplyToTicket SeeQueue ShowTicket Is it possible to do this without a major hack/reconfig ? Thanks Sean McHugh VP, Dir. of Global Services Grey Group p. 212-546-1926 m. smch...@grey.com c. 917-916-8644 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
Are there more people than michael and I that are interested in a solution to this? I can't believe that this isn't affecting more people. Maybe nobody uses signature lines? It seriously breaks messages when you have a signature and use the WYSIWYG editor, so this seems like a fairly big bug. I have spent alot of time trying to solve this, it is over my head, is anyone out there working on solving this? Im sure michael is also very interested in a solution as well, and hopefully others are too. --- On Fri, 3/20/09, Michael Finn mf...@nbutexas.com wrote: From: Michael Finn mf...@nbutexas.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 To: rt-users@lists.bestpractical.com Date: Friday, March 20, 2009, 6:40 AM FWIW, the problem persists in IE8... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Thursday, March 12, 2009 10:58 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I can't seem to let this go. Comparing the Download (untitled) data with my signature, I see that they are the same length and shape -- the same number of characters on each line. That should be a big clue as to the truncation problem, as well as the 'random' spaces in the middle of words -- they correspond to newline positions in my signature. Why does this only happen in IE (6/7/?)? Why only when I'm creating a *new* ticket and not on reply/comment? Still investigating... Mike -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- boun...@lists.bestpractical.com] On Behalf Of Michael Finn Sent: Wednesday, March 11, 2009 8:01 PM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 A-ha! That's a reasonable theory... I've got a signature on my account; my other users... not so much. ;) FWIW, I also have the problem occur on IE6. As you suggested, I removed my signature from my Preferences, and the problem went away. Now, how does this help us solve the problem? If it were Firefox, I'd use Chris Pederick's wonderful Web Developer add- on (http://chrispederick.com/work/web-developer/) to pick it apart... anyone recommend a similar tool for IE7? Thanks, Mike -Original Message- From: Sean [mailto:stroke_of_de...@yahoo.com] Sent: Wednesday, March 11, 2009 5:54 PM To: Alex Young; rt-users@lists.bestpractical.com; Michael Finn Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7 I too am seeing this problem. it only happens when: 1. the WYSIWYG editor is being used 2. IE7 is the browser 3. The user has a signature (i.e. RT automatically inserts text) Im wondering if it has to do with the signature column being TEXT vs. VARCHAR or something along those lines.. snip ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] reply with attachment
Definitely a valid approach which we use internally. However, we are dealing with a few external entities on the other end that have highly restricted internet access and arranging for that access is not always timely. -Original Message- From: Jerrad Pierce jpie...@cambridgeenergyalliance.org To: Mchugh, Sean CC: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Sat Mar 14 16:11:20 2009 Subject: Re: [rt-users] reply with attachment On Sat, Mar 14, 2009 at 01:17, Mchugh, Sean smch...@grey.com wrote: I'm looking for a quick and easy template that can add a variety of attachments to an email response. The purpose is to email customers legal forms and documents that need to be filled out as part of particular requests before the request can be worked on. Anyone done this yet ? Our solution has been to not abuse the email servers involved, and simply include URIs to the forms on an ftp server. It's a simple approach, but it works. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] reply with attachment
Thanks, that's the recommendation I was looking for - the files don't change much, but they're just unique to each queue. -Original Message- From: Jerrad Pierce jpie...@cambridgeenergyalliance.org To: Mchugh, Sean CC: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Sat Mar 14 18:48:08 2009 Subject: Re: [rt-users] reply with attachment On Sat, Mar 14, 2009 at 18:29, Mchugh, Sean smch...@grey.com wrote: Definitely a valid approach which we use internally. However, we are dealing with a few external entities on the other end that have highly restricted internet access and arranging for that access is not always timely. Well then, assuming http file service is also out, by a variety of files do you mean many or that they change? (Although if they change you're going to have to have a complicated scrip to handle the responses). If it's just to attach many, I'd precompose a MIME message with attachments, and use that as my template. A little work up front, but it also saves the server from repeatedly encoding the same content. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Advice for New Machine
On Fri, 2009-03-13 at 15:16 -0500, John Arends wrote: Gary Greene wrote: I would go CentOS for the machine if you're a RH person, since it is practically the same thing, and there are more than a few of us CentOS users running RT with our own RPMs. What version of RT are you running on top of CentOS? With 3.8.2 there are so many dependencies it seems to be a near impossible task to build RPMs for all the required perl modules. I've been playing with the script included with RT and it does a pretty good job of pulling everything down from CPAN and installing it. We recently updated from 3.6 to 3.8. I tried to get 3.8.2 going in an OpenSolaris (snv_101) zone and Ubuntu 8.10 (also tried Jaunty alpha) server installation. Neither was anywhere close to a clean install, and neither worked to my level of satisfaction. I ended up using a Gentoo server. In my opinion, Gentoo and RT 3.8 is a pretty good match. Being a source based distribution helps, I think. Just my 2c. -Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Advice for New Machine
Can I assume your voting for Linux? Within the context of RT I don't understand what voting for Linux is supposed to mean. RT doesn't care about what kernel is running. It only cares about the supporting software, which itself is also independent of the kernel. Based on my experience, I believe a source-based distribution is the best way to go, unless somebody wants to hand build every necessary component, starting with perl and apache. That is something I considered, but the maintenance involved with that kind of environment is not something I wanted to tackle. I have a lot of familiarity with the portage package management system of Gentoo, which is why I chose it. It just so happens that the Gentoo distribution is primarily a Linux based distribution. But the running kernel played little to no role in my choice. I suspect using ports with a FreeBSD platform would work just as well for someone who is familiar with ports. It's not about the kernel, it's about the software environment. In my opinion a software environment with a source based package management system is the best option because of all the different software pieces required for RT to function optimally. -Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] reply with attachment
I'm looking for a quick and easy template that can add a variety of attachments to an email response. The purpose is to email customers legal forms and documents that need to be filled out as part of particular requests before the request can be worked on. Anyone done this yet ? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
I too am seeing this problem.
it only happens when:
1. the WYSIWYG editor is being used
2. IE7 is the browser
3. The user has a signature (i.e. RT automatically inserts text)
Im wondering if it has to do with the signature column being TEXT vs. VARCHAR
or something along those lines..
--- On Fri, 2/27/09, Michael Finn mf...@nbutexas.com wrote:
From: Michael Finn mf...@nbutexas.com
Subject: Re: [rt-users] Tracking a bug with WYSIWYG editor and IE7
To: Alex Young alexyo...@scoutsolutions.co.uk,
rt-users@lists.bestpractical.com
Date: Friday, February 27, 2009, 11:44 AM
Further testing:
Logged into a different PC (Remote Desktop); logged into RT
w/ IE7 -- same problem (55 chars, extra garbage).
Logged into RT as root w/ IE7 -- did NOT have the
problem.
Fellow IT user (with same permissions as mine) is also not
having this problem.
It looks like *I'm* the lucky one. :(
What could it be about *my* login in RT that's causing
this issue???
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-
boun...@lists.bestpractical.com] On Behalf Of Michael
Finn
Sent: Friday, February 27, 2009 9:28 AM
To: Alex Young; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Tracking a bug with WYSIWYG
editor and IE7
I just tried it with RTFM disabled, and got the same
results:
=
Subject: 3rd test of RT in IE7
MIME-Version: 1.0
Content-Type: text/html; charset=UTF-8
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
Content-Length: 55
pI
've disabled
RTFMnbsp;to test the IE7 pr
oblem
=
-Original Message-
From: Alex Young
[mailto:alexyo...@scoutsolutions.co.uk]
Sent: Friday, February 27, 2009 5:04 AM
To: Michael Finn;
rt-users@lists.bestpractical.com
Subject: RE: Tracking a bug with WYSIWYG editor
and IE7
I am using pretty much the same as you, except
I'm running IE7 on
Vista.
Michael, do oyu still have this bug if you
disable RTFM?
I can reproduce the error consistantly whenever I
hit reply/comment
to
a specific transaction. Depending on which
transaction I
reply/comment
on changes the site that the data is truncated.
Doesnt matter how
much
more I type into the reply/comment, each
transaction also truncated
at
the same bytes regardless.
The Javascript errors I had in IE had nothing to
do with this bug. I
fixed it my removing the references to
scriptalicous.js and
prototype.js in the modified header from the
RTx-EmailCompletion
header.
-Original Message-
From: Michael Finn [mailto:mf...@nbutexas.com]
Sent: 25 February 2009 20:59
To: Alex Young; rt-users@lists.bestpractical.com
Subject: Tracking a bug with WYSIWYG editor and
IE7
The only extension I have is RTFM. More specs:
RT-3.8.2
RTFM-2.4.1
MySQL 5.0.67 (external server)
IE 7.0.5730.11 on WinXP SP3
IE7 Add-ons don't apply, because I
experienced the same issue in IE7
safe mode ('iexplore
-extoff').
I'm baffled.
-Original Message-
From: Alex Young
[mailto:alexyo...@scoutsolutions.co.uk]
Sent: Wednesday, February 25, 2009 12:38 PM
To: Michael Finn;
rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a
bug with WYSIWYG
editor,IE7
and RTx-EmailCompletion
Hmmm... odd that I dont get the error when I
remove RTx-
EmailCompletion, but you're not using
it. What other extensions are
you
using? Do you still get this problem if they
are disabled?
Mine is getting truncated at 319 characters
on every one. I never
noticed it before.
Looks like my JavaScript error is unrelated.
Its a RTx-
EmailCompletion
specific error that, so nothing to do with
the truncation.
MIME-Version: 1.0
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
Content-Type: text/html;
charset=UTF-8
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 319
pDoes it do it when inserting
content fro
m the previous page?/p
pOn Wed Feb 25 14:58:45 2009, ayoung
wrote:
br /
gt; T
his is a
lon
g winded reply to see if IE will br
eak
with the WYSIWYG br /
gt; editor yet br /
gt; again. br /
gt; br /
gt;
I
cant understand why it breaks. br /
g
t
;
-Original Message-
From: Michael Finn
[mailto:mf...@nbutexas.com]
Sent: 25 February 2009 18:26
To: Alex Young;
rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Trying to track a
bug with WYSIWYG
editor,IE7
and RTx-EmailCompletion
Alex,
I've
Re: [rt-users] DBD::mysql error when installing rt 3.8.2 on Cent OS 5.2
cpan upgrade DBD::mysql Your version of DBD::mysql is to old to do the upgrade. I ran into this earlier today. Thanks, Sean Corey Shannon Adams wrote: I am in the process of migrating RT from an old server running Fedora Core 4, RT ver 3.8.1, and mysql version 4.1.20-log. I upgraded RT on this old server a while back and ran into the random logouts, binary attachment problems, etc. I have installed a new server running Cent OS 5.2. The installation of RT 3.8.2 and restore of the data from the old server is complete. This server is running mysql version 5.0.45. From what I have read in all the documents, I need to upgrade my database on the new server since it was running on an old version of mysql. However, when I run this: perl etc/upgrade/upgrade-mysql-schema.pl rt3 password password sql.queries, it returns: DBD::mysql version 4.002 required--this is only version 3.0007 at etc/upgrade/up grade-mysql-schema.pl line 7. BEGIN failed--compilation aborted at etc/upgrade/upgrade-mysql-schema.pl line 7. To attempt to upgrade DBD::mysql, I run: perl -MCPAN -e'install DBD::mysql' but, it returns: Running make install make test had returned bad status, won't install without force Any ideas? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RTFM 2.4.1 on RT 3.8.2
Josh, My RT_Siteconfig.pm looks like this: Set(@Plugins,qw(RT::FM)); Maybe this will help. Sean From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Josh Fiske Sent: Tuesday, February 03, 2009 8:10 AM To: RT-Users@lists.bestpractical.com Subject: [rt-users] RTFM 2.4.1 on RT 3.8.2 I am attempting to install RTFM 2.4.1 on my existing (fully functional) RT 3.8.2 installation. This is on a CentOS 5 host with RT installed in the standard location (/opt/rt3). So, I do the following (all of which complete without any error messages): cd /usr/local/src wget http://download.bestpractical.com/pub/rt/release/RTFM-2.4.1.tar.gz tar zxf RTFM-2.4.1.tar.gz cd RTFM-2.4.1 perl Makefile.PL make make install make initdb /etc/init.d/httpd restart I login to RT as a SuperUser and I don't see any reference to RTFM. I know that with other RT plugins (RT-Authen-ExternalAuth), I have needed to include a line in my RT_SiteConfig.pm. But when I tried adding this [ Set( @Plugins, (qw(RT::Authen::ExternalAuth),RT-FM)); ] and restarting, it had no impact. Any suggestions? Am I missing a simple step? Thanks, Josh - - - - Joshua Fiske '03, '04 Network and Security Engineer Clarkson University, Office of Information Technology (315) 268-6722 -- Fax: (315) 268-6570 I route, therefore you are. Think before you print. CONFIDENTIALITY: This e-mail (including any attachments) may contain confidential, proprietary and privileged information, and unauthorized disclosure or use is prohibited. If you received this e-mail in error, please notify the sender and delete this e-mail from your system. image001.gif___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Poor graphics.
Anybody able to resolve this? I have the same issue, running Centos 5.2 though, have installed graphviz. I get the same thing as Albert. Thanks in advance for any help. Sean -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Albert Shih Sent: Friday, January 30, 2009 3:53 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Poor graphics. Hi all When I use the charts of tickets relantionship, I get very poor charts, event I click and many box in Show Tickets Properties on section I don't have anything. Just something like I got no error in my log. Any help ? NB: I'm running rt-3.8.2 on FreeBSD with manual install -- Albert SHIH SIO batiment 15 Observatoire de Paris Meudon 5 Place Jules Janssen 92195 Meudon Cedex Téléphone : 01 45 07 76 26 Heure local/Local time: Ven 30 jan 2009 12:46:46 CET ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Trouble with Relationship Graphs in RT 3.8.2 on Centos 5
Hello, I have installed RT 3.8.2 on a fresh Centos 5 box for testing. Everything is looking great so far but Ive ran into the issue with the ticket relationship charts again. I have had trouble with this months ago when I set up a 3.8.1 box and was never able to resolve. I installed graphviz (both from source and from yum) and webdot, but when I click on the graph link and check a few boxes, I only get a rudimentary BW chart, no colors (even though I selected it from the dropdown). Does anyone have any idea what may be the issue? When I look in /var/log/messages, I get these errors: RT: Couldn't find property handler for 'CF' and 'Type of Request' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'RefersTo' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) Here is a link to my first question on this back in November, I have tried everything suggested in the responses. Thanks in advance, this list has been invaluable. http://www.gossamer-threads.com/lists/rt/users/80009?search_string=relat ionship%20charts;#80009 http://www.gossamer-threads.com/lists/rt/users/80009?search_string=rela tionship%20charts;%2380009 Sean McCreadie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Richtext spell checker
Has anyone got this working? I've spent 16+ hours trying to get this to work. It seems simple enough. i got past the part where it was saying page not found, and now just get php script errors in the spellchecker.php Thanks. --- On Sun, 10/12/08, Jesse Vincent je...@bestpractical.com wrote: From: Jesse Vincent je...@bestpractical.com Subject: Re: [rt-users] Richtext spell checker To: Alex Young alexyo...@scoutsolutions.co.uk Cc: rt-users@lists.bestpractical.com Date: Sunday, October 12, 2008, 6:50 AM On Thu 9.Oct'08 at 21:25:34 +0100, Alex Young wrote: Anyone managed to get Aspell working in FCK editor in RT? Alex, I believe you need to set up a bit more custom handling for FCK's spelling system. We haven't pushed very hard at this -- as we've worked with clients, we've found that browser-based spellcheckers basically ALWAYS work better. Best, Jesse ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] A solution found for my RT 3.8.1 slowness
All, Just thought I would pass along something that worked for me to solve some of my RT 3.8.1 slowness. Everything worked fine for me until I clicked Tickets - I had the 10-15 second slowness to load the ticket search page. I had upgraded from 3.6.4 to 3.8.1 (new install of RT, import database.) I tried every suggestion I could find on the net, every mysql tweak I could find, and nothing worked. On a whim, I brought up mysql administrator, clicked the rt3 database, highlighted all the tables, clicked maintanence, then clicked Optimize tables - which rebuilds the indexes etc.. And guess what? for once something did what it said it would! optimize! :-) Now the search page loads just as quickly as every other page. Hope this helps someone. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Assets and RTx::Calendar
Hi, I have 2 custom fields in Asset tracker, a project start date end date. Each server has this field. I also have RTx::Calendar installed, and it works great for tickets, but does not work at all with Assets. I want to be able to query the AT database for the start and end dates, and put them on the calendar. Is there a way to do this that I don't know about? Has anyone modified RTx::calendar to be able to do this? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Lost Links after Upgrade 3.6.7 - 3.8.1
Im having this same problem, Im not sure I understand the solution though? What do I need to change back, and change back to what? Im just confused, and whatever it is, it seemed to fix it for Thomas, so I would love to fix it myself :-) Thanks - Original Message From: Knaupp, Thomas [EMAIL PROTECTED] To: Jesse Vincent [EMAIL PROTECTED] Cc: rt mailing list rt-users@lists.bestpractical.com Sent: Monday, August 25, 2008 9:01:54 AM Subject: Re: [rt-users] Lost Links after Upgrade 3.6.7 - 3.8.1 That's it : ) Thank you : ) | -Original Message- | From: Jesse Vincent [mailto:[EMAIL PROTECTED] | Sent: Monday, August 25, 2008 3:31 PM | To: Knaupp, Thomas | Cc: rt mailing list | Subject: Re: [rt-users] Lost Links after Upgrade 3.6.7 - 3.8.1 | | You probably changed your $Organization field in the RT | config file. | You'd want to change it back. | | -j | | On Aug 25, 2008, at 9:29 AM, Knaupp, Thomas wrote: | | Hello List, | | after upgrading rt 3.6.7 to 3.8.1, all links | ( Depends on / Parents / Refers to / etc.) | seem to be lost : / | | Suggestions? | Anyone who knows a solution for this? | | | Regards, | Tom ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Quick upgrade to 3.8.1 question RE: ical
Hi, I installed the ical extension a long time ago (I have RT 3.6.1) In the upgrade to 3.8.1 it says: RT::Extension::iCal has been integrated into core, so you MUST uninstall it before upgrading. In addition, you must run etc/upgrade/3.8-ical-extension script to convert old data. Firstly, is the order: 1. uninstall 2. run etc/upgrade/3.8-ical-extension Secondly, Im not sure how to uninstall RT::Extension::iCal how do you do this? Thanks. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility
Mike, Thank you for looking at my problem. I disabled the log stack traces as you suggested and attached the new log file. Now I can see that it is indeed authenticating my test user Joe User with my AD. The attached log file contains the results of first logging in successfully as root and then as Joe User. When I try to login as the AD user in the web UI I get the following error in the browser: Can't call method SetDisabled on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1087, line 514. Thanks again for all the help. Sean Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Monday, November 03, 2008 1:28 AM To: Sean McCreadie Cc: RT Users Subject: Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility Sean McCreadie wrote: Hello Mike, Thank you and Kevin for working hard on this release, I am excited to hopefully get it working on my RT 3.8.1 server. I have installed the v0.06 release but I am running into difficulty getting it going. I have drilled over the lists trying to get info regarding the errors I am seeing but so far I have been unable to get users to authenticate with AD. I am running a Windows Server 2003 Active Directory, pretty sure anonymous binding is disabled. I have attached my SiteConfig file, as well as the logging in rt.log when I try to authenticate. I have tried many different ways of entering the 'user' value to no avail. I have no problem authenticating with the local root account. Im not sure how or where to look to see if the RT server is even attempting to authenticate users to AD, when I look through the rt.log file it doesn't appear to be. Thanks in advance for any insight. Can you turn off log stack traces and repost an rt.log? I'm having difficulty reading through the one you sent quickly and don't have a lot of time for reading v. slowly. FWIW, your RT_SiteConfig.pm looks right on the money. -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ [Mon Nov 3 14:20:00 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) [Mon Nov 3 14:20:01 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) [Mon Nov 3 14:20:01 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) [Mon Nov 3 14:20:10 2008] [error]: Working around bug in RT and reloading RT::User (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:8) [Mon Nov 3 14:20:10 2008] [debug]: LDAP Search === Base: dc=canyonpartners,dc=local == Filter: ((objectClass=*)(sAMAccountName=root)) == Attrs: l,cn,st,mail,sAMAccountName,co,streetAddress,postalCode,telephoneNumber,sAMAccountName,physicalDeliveryOfficeName,sAMAccountName (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:853) [Mon Nov 3 14:20:10 2008] [debug]: Disable Check Failed :: ( My_LDAP ) root User not found (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:867) [Mon Nov 3 14:20:10 2008] [debug]: RT::User::IsExternalPassword Trying External authentication (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:52) [Mon Nov 3 14:20:10 2008] [debug]: Attempting to use external auth service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:63) [Mon Nov 3 14:20:10 2008] [debug]: LDAP Search === Base: dc=canyonpartners,dc=local == Filter: ((sAMAccountName=root)(objectClass=*)) == Attrs: dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:185) [Mon Nov 3 14:20:10 2008] [info]: My_LDAP AUTH FAILED: root User not found or more than one user found (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:208) [Mon Nov 3 14:20:10 2008] [info]: RT::User::IsExternalPassword External Auth Failed: root (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:294) [Mon Nov 3 14:20:10 2008] [debug]: RT::User::IsPassword External auth FAILED (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:360) [Mon Nov 3 14:20:10 2008] [info]: RT::User::IsInternalPassword AUTH OKAY: root (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:313) [Mon Nov 3 14:20:10 2008] [debug]: RT::User::IsPassword Internal auth SUCCEEDED (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm:366) [Mon Nov 3 14:20:10 2008] [info]: Successful login for root from 10.10.51.69
Re: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes 3.8.xCompatibility
Hello Mike,
Thank you and Kevin for working hard on this release, I am excited to
hopefully get it working on my RT 3.8.1 server. I have installed the
v0.06 release but I am running into difficulty getting it going. I have
drilled over the lists trying to get info regarding the errors I am
seeing but so far I have been unable to get users to authenticate with
AD. I am running a Windows Server 2003 Active Directory, pretty sure
anonymous binding is disabled. I have attached my SiteConfig file, as
well as the logging in rt.log when I try to authenticate. I have tried
many different ways of entering the 'user' value to no avail. I have no
problem authenticating with the local root account. Im not sure how or
where to look to see if the RT server is even attempting to authenticate
users to AD, when I look through the rt.log file it doesn't appear to
be. Thanks in advance for any insight.
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Mike
Peachey
Sent: Saturday, November 01, 2008 11:46 AM
To: RT Users; RT Devel
Subject: [rt-users] RT::Authen::ExternalAuth v0.06 Released - Includes
3.8.xCompatibility
Evening All,
I am proud to announce the official release of
RT::Authen::ExternalAuth
v0.06 - the first release to be out-of-the-box compatible with RT 3.8.x.
Thanks to everyone for being so patient in waiting for this, I know it
has been a long time since 3.8.0 came out, but as many know I have been
ridiculously busy.
I want to extend MASSIVE thanks to Kevin Falcone for the work he put
into this, it wouldn't have happened without him - at least not for some
time.
I have uploaded the release to CPAN, but it may take some time for it to
become available and propagate to the mirrors. Once done, you should be
able to install it directly through the CPAN shell or find it here:
http://search.cpan.org/~zordrak/RT-Authen-ExternalAuth-0.06/
Until then, you can install directly from the BPS SVN server's trunk, I
don't expect trunk to be changed at least until mid next week, so you
can trust it to be the same as the release at least until it's available
on CPAN. To get and install it from the SVN server:
$ svn co http://code.bestpractical.com/bps-public/RT-Authen-ExternalAuth
$ cd RT-Authen-ExternalAuth/trunk
$ perl Makefile.PL
$ make
$ make install
Have fun :)
BTW, any bugs or feature requests should be submitted through the CPAN
RT system at http://rt.cpan.org.
--
Kind Regards,
__
Mike Peachey, IT
Tel: +44 114 281 2655
Fax: +44 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK
Comp Reg No: 3191371 - Registered In England
http://www.jennic.com
__
___
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Community help: http://wiki.bestpractical.com
Commercial support: [EMAIL PROTECTED]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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# Any configuration directives you include here will override
# RT's default configuration file, RT_Config.pm
#
# To include a directive here, just copy the equivalent statement
# from RT_Config.pm and change the value. We've included a single
# sample value below.
#
# This file is actually a perl module, so you can include valid
# perl code, as well.
#
# The converse is also true, if this file isn't valid perl, you're
# going to run into trouble. To check your SiteConfig file, use
# this comamnd:
#
# perl -c /path/to/your/etc/RT_SiteConfig.pm
Set($LogToSyslog, 'debug');
Set($LogToScreen, 'debug');
Set($LogToFile , 'debug');
Set($LogDir, 'var/log');
Set($LogToFileNamed , rt.log);#log to rt.log
Set($LogStackTraces, 1);
Set($WebBaseURL , http://RT2:80;);
Set($WebPath , );
Set($rtname, Canyon Partners);
Set($Organization , Canyon Partners, LLC);
Set($DatabaseUser , rt_user);
Set($DatabasePassword , password);
Set($FriendlyFromLineFormat , \%s via HelpDesk\ %s);
Set($OwnerEmail , '');
Set($CorrespondAddress , '[EMAIL PROTECTED]');
Set($CommentAddress , '[EMAIL PROTECTED]');
Set($SendmailPath , /usr/sbin/sendmail);
Set($Timezone , 'US/Pacific');
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyCalendar MyAdminQueues
MySupportQueues MyReminders RefreshHomepage MyLocks SavedSearchList)]);
#Set(@Plugins,(qw(Extension::QuickDelete)));
Set (@Plugins,(qw(RT::FM RTx::Calendar RT::Extension::TicketLocking
RTx::EmailCompletion RT::Authen::ExternalAuth)));
Set($EmailCompletionUnprivileged,everybody);
Set( $EmailCompletionSearchFields, [qw(EmailAddress RealName Name)] );
Set($ExternalAuthPriority, ['My_LDAP']);
Set($ExternalInfoPriority, ['My_LDAP']);
Set($ExternalServiceUsesSSLorTLS, 0);
Set($AutoCreateNonExternalUsers, 0);
Set($ExternalSettings, {'My_LDAP' = { ## GENERIC SECTION
Re: [rt-users] Ldap Authentication setup question
Mike, I am downloading the new rev as we speak and will comment shortly. Thank you very much for all your great help, I appreciate it very much. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Friday, October 31, 2008 7:35 AM To: [EMAIL PROTECTED] Cc: RT Users Subject: Re: [rt-users] Ldap Authentication setup question Alan Cheng wrote: Mike, I would like to report that v0.06_03 is working for my RHEL5/RT-3.8.1/Sun Directory Server 6.3. Fantastic! I am seeing new information in my RT log so I know the new version is indeed active. [Fri Oct 31 10:17:36 2008] [error]: Working around bug in RT and reloading RT::User (/usr/local/rt381/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/Ex ternalAuth/autohandler/Auth:8) Indeed. You can thank Kevin Falcone for that. For v0.06_03 to work, I have to put in Set( @Plugins,(qw(RT::Authen::ExternalAuth))); into RT_SiteConfig.pm but didn't need this when running 0.05. I didn't even know this option before reading the posting from Michael Mollard. :) Yeah, will make sure this is at least in the README before a stable release (if Kevin hasn't put it in already). One little comment is that after checking out the source code from SVN, I had to cd to RT-Authen-ExternalAuth/trunk instead. My bad. Thanks for releasing this fix! Alan Pleased to help :) Thanks to Kevin for the majority of the work. Come on then Michael.. one more confirmed happy person and I'm releasing it :) -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Ldap Authentication setup question
Hello, Ive been battling trying to get AD external Authentication going as well. Im pretty new at RT also, but I have read over all the docs and these posts several times trying to get it working. I am having the exact same issue as Michael in this thread, and I haven't been able to resolve. Have either of you figured out a solution? When I got to my servers URL I am presented with the normal login screen, but if I try to login as root, I get this error: RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAu th/autohandler/Auth line 82) If I refresh in the browser it then takes me to roots home screen and everything functions as normal. I can logout and repeat, I have to refresh once to get in. If I try to login as an AD user, I get this error: Can't call method Disabled on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 971. I have drilled over my RT_SiteConfig.pm and compared it to the ones posted on the lists. I turned on logging to file and it didn't generate anything I could see that was related. I checked file permissions on the files listed below and they are OK. Thanks in advance for all the great help. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Peachey Sent: Monday, October 27, 2008 2:55 AM To: Michael Mollard; RT Users Subject: Re: [rt-users] Ldap Authentication setup question Michael Mollard wrote: Mike, Let me know when you're up and about again. I've installed RT::Authen::ExternalAuth v.06_2 and now just logging in as local root generates this error. RT::User::UpdateFromExternal Unimplemented in HTML::Mason::Commands. (/srv/www/vhosts/rt.mbc.qld.edu.au/local/plugins/RT-Authen-ExternalAuth/ html/Callbacks/ExternalAuth/autohandler/Auth line 73) This generally means that the User_Vendor.pm has not been found in the right place to make its methods available. UpdateFromExternal is an RT::User method, RT looks in User.pm and doesn't find it, ande then checks for its existence in User_Local.pm and User_Vendor.pm. Obviously it's just not finding or is unable to read User_Vendor.pm. File permissions perhaps? -- Kind Regards, __ Mike Peachey, IT Tel: +44 114 281 2655 Fax: +44 114 281 2951 Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK Comp Reg No: 3191371 - Registered In England http://www.jennic.com __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Trouble getting Relationship Charts to render correctly in RT 3.8.1
Hello, Fresh off the Training class yesterday with Jesse I realized that my new RT 3.8.1 install isn't rendering the relationship graphs correctly. I am able to see the graph link but it only displays a simple BW graph, when I select the various parameter checkboxes, I get nothing, and I get several errors in /var/log/messages like this: RT: Couldn't find property handler for 'CF' and 'Type of Request' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'RefersTo' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) I searched the list and found this link http://www.gossamer-threads.com/lists/rt/users/77362?search_string=ticke t%20graph;#77362 http://www.gossamer-threads.com/lists/rt/users/77362?search_string=tick et%20graph;%2377362 , so I tried installing perl-Graphviz, building from source, via yum, all with no avail. I am running Centos 5.2 x86_64. Anybody have any ideas? Thanks in advance Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Trouble getting Relationship Charts to render correctlyin RT 3.8.1
Heres a screenclip of the graph, no matter what I try all I can get is the black and white graph with no additional info or colors. I tried installing webdot, graphviz, and perl-GraphViz. What version of graphviz are people running? When I use yum it installs graphviz 2.20.3. Thanks again in advance. Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sean McCreadie Sent: Saturday, October 25, 2008 6:10 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Trouble getting Relationship Charts to render correctlyin RT 3.8.1 Hello, Fresh off the Training class yesterday with Jesse I realized that my new RT 3.8.1 install isn't rendering the relationship graphs correctly. I am able to see the graph link but it only displays a simple BW graph, when I select the various parameter checkboxes, I get nothing, and I get several errors in /var/log/messages like this: RT: Couldn't find property handler for 'CF' and 'Type of Request' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'ReferredToBy' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) RT: Couldn't find property handler for 'RefersTo' and '' subkeys (/opt/rt3/bin/../lib/RT/Graph/Tickets.pm:207) I searched the list and found this link http://www.gossamer-threads.com/lists/rt/users/77362?search_string=ticke t%20graph;#77362 http://www.gossamer-threads.com/lists/rt/users/77362?search_string=tick et%20graph;%2377362 , so I tried installing perl-Graphviz, building from source, via yum, all with no avail. I am running Centos 5.2 x86_64. Anybody have any ideas? Thanks in advance Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 attachment: ticketgraph.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error trying to create a new user on new 3.8.1 install
Also, when I look at messages log it has this error every time I click on create: RT: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113) Anybody have any ideas? I got my fresh install working great except for this show stopper. Thanks again for any insight. Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sean McCreadie Sent: Saturday, October 18, 2008 2:03 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] Error trying to create a new user on new 3.8.1 install When I try to create a new user on a fresh 3.8.1 install, I get this message when I click on create: Can't call method Disabled on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. Im not sure what the error means, I haven't modified Modify.html or User_Overlay.pm at all. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Error trying to create a new user on new 3.8.1 install
Kenn, I have aded RTFM, and RTx-Calendar (which ive used before with no problems), but I did just add TicketLocking extension to my new build because it looks like something we could use. Should I disable them in RT_Siteconfig to test? Thanks for the quick response. Sean -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Monday, October 20, 2008 12:32 PM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Error trying to create a new user on new 3.8.1 install Sean, What autorization extensions are you using in your RT_SiteConfig.pm settings? Kenn LBNL On 10/20/2008 12:25 PM, Sean McCreadie wrote: Also, when I look at messages log it has this error every time I click on create: RT: Couldn't get principal for not loaded object (/opt/rt3/bin/../lib/RT/User_Overlay.pm:1113) Anybody have any ideas? I got my fresh install working great except for this show stopper. Thanks again for any insight. Sean *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf Of *Sean McCreadie *Sent:* Saturday, October 18, 2008 2:03 PM *To:* rt-users@lists.bestpractical.com *Subject:* [rt-users] Error trying to create a new user on new 3.8.1 install When I try to create a new user on a fresh 3.8.1 install, I get this message when I click on create: Can't call method Disabled on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. Im not sure what the error means, I haven't modified Modify.html or User_Overlay.pm at all. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Error trying to create a new user on new 3.8.1 install
When I try to create a new user on a fresh 3.8.1 install, I get this message when I click on create: Can't call method Disabled on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1098. Im not sure what the error means, I haven't modified Modify.html or User_Overlay.pm at all. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1
Ok great, thanks for the heads up, ill keep my eye out for any updates you have on this. -Original Message- From: Philip Kime [mailto:[EMAIL PROTECTED] Sent: Wednesday, October 15, 2008 7:52 AM To: Todd Chapman Cc: Sean McCreadie; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 On 15 Oct 2008, at 4:15 PM, Todd Chapman wrote: Sean, Philip Kime has been working on AT updates for 3.8. Philip, what was your solution to this? I noticed this too and only looked at it briefly before realising that there were a number of CSS and layout things that need changing for 3.8.1. I have no fix for this yet but am looking into it. PK -- Dr Philip Kime ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1
Heres a screenshot of the issue, forgot to attach in first email. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sean McCreadie Sent: Wednesday, October 15, 2008 6:35 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Problem with Asset Tracker button appearance on RT 3.8.1 Hello, I recently installed Asset Tracker 1.2.3 on a fresh 3.8.1 build and noticed that the new asset of type button and dropdown menu are both pushed under the search button and field up at the top of the page. I have used AT with earlier RT versions with no issues, is this something anyone else has seen? Any idea on how to push it back to the left? Also, anybody heard anything about an updated release of AT? I really like it and use it every day. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 attachment: AT.jpg___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problem with Asset Tracker button appearance on RT 3.8.1
Hello, I recently installed Asset Tracker 1.2.3 on a fresh 3.8.1 build and noticed that the new asset of type button and dropdown menu are both pushed under the search button and field up at the top of the page. I have used AT with earlier RT versions with no issues, is this something anyone else has seen? Any idea on how to push it back to the left? Also, anybody heard anything about an updated release of AT? I really like it and use it every day. Thanks in advance for any help. Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.: Customize RT at a glance
Felipe, I edited my RT at a glance title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for RT at a glance. One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads Company Name Request Tracker I did this by inserting [_1] Request Tracker into lines 6 and 81 where RT at a glance used to be. Thanks Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriel Cadieux Sent: Wednesday, October 08, 2008 8:41 AM To: Filipe José Silva Clemente; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance i'm sure you can change all that stuff if you edit the raw html/perl stuff. have a look in there and grep for RT at a Glance or whatever the spelling is for the string you want.. as for the color, it's probably in the css somewhere if there is some (i'm guessing) -gabe -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Filipe José Silva Clemente Sent: Wednesday, October 08, 2008 10:34 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8.: Customize RT at a glance Hi, Is it possible to change the home page title displayed (RT at a Glance) to something like Helpdesk Homepage ? Is it possible to change the RT 3.8 web console blue color, to some other color? TIA, Filipe Portugal ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT 3.8.: Customize RT at a glance
Also, in order to see the changes don't forget to clear your Mason cache and restart apache. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sean McCreadie Sent: Wednesday, October 08, 2008 2:58 PM To: Gabriel Cadieux; Filipe José Silva Clemente; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance Felipe, I edited my RT at a glance title by first copying the index.html file from /opt/rt3/share/html to /opt/rt3/local/html and then modifying it. You may need to create the /local/html directory if you haven't before. In this file you will see on line 6 and line 81 (3.8.1) the text for RT at a glance. One line is for the title in the main body of the page and the other modifies the browser tab title. You can change it to whatever you like. I actually changed mine to pull the company name from the RT_Siteconfig file, so it reads Company Name Request Tracker I did this by inserting [_1] Request Tracker into lines 6 and 81 where RT at a glance used to be. Thanks Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gabriel Cadieux Sent: Wednesday, October 08, 2008 8:41 AM To: Filipe José Silva Clemente; rt-users@lists.bestpractical.com Subject: Re: [rt-users] RT 3.8.: Customize RT at a glance i'm sure you can change all that stuff if you edit the raw html/perl stuff. have a look in there and grep for RT at a Glance or whatever the spelling is for the string you want.. as for the color, it's probably in the css somewhere if there is some (i'm guessing) -gabe -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of Filipe José Silva Clemente Sent: Wednesday, October 08, 2008 10:34 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] RT 3.8.: Customize RT at a glance Hi, Is it possible to change the home page title displayed (RT at a Glance) to something like Helpdesk Homepage ? Is it possible to change the RT 3.8 web console blue color, to some other color? TIA, Filipe Portugal ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] upgrade 3.6.1-3.8.1 Looping login
I'm having the same problem with a fresh install of 3.8.1 using MySQL 5.0.60. On Wed, Aug 20, 2008 at 02:54:31PM -0400, Helmuth Ramirez wrote: Were you coming from MySQL 4.0? I had the same problem until I did the MySQL 4.0 - 4.1 updates -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Chip Mefford Sent: Wednesday, August 20, 2008 2:30 PM Cc: RT Users Subject: [rt-users] upgrade 3.6.1-3.8.1 Looping login Upgraded 3.6.1 to 3.8.1, carefully read the docs, followed the instructions (for mysql) and the upgrade went brilliantly. Good job folks. Very nice. Logged into my new shiny RT. And all looks good. however, when running (some) reports, and fiddling about with advanced searches, I'll get returned to a login screen, and I must log in again in order to access the result. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Sean This is lemma 1.1. We start a new chapter so the numbers all go back to one. -- Prof. Seager, CO 351 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] upgrade 3.6.1-3.8.1 Looping login
That worked! Thanks a million! On Tue, 09 Sep 2008 11:40:45 -0500, Todd A. Green [EMAIL PROTECTED] wrote: Just hit and fixed this issue yesterday. My solution was to was to add the following to etc/RT_SiteConfig.pm Set($WebSessionClass , 'Apache::Session::File'); Sean wrote: I'm having the same problem with a fresh install of 3.8.1 using MySQL 5.0.60. On Wed, Aug 20, 2008 at 02:54:31PM -0400, Helmuth Ramirez wrote: Were you coming from MySQL 4.0? I had the same problem until I did the MySQL 4.0 - 4.1 updates -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Chip Mefford Sent: Wednesday, August 20, 2008 2:30 PM Cc: RT Users Subject: [rt-users] upgrade 3.6.1-3.8.1 Looping login Upgraded 3.6.1 to 3.8.1, carefully read the docs, followed the instructions (for mysql) and the upgrade went brilliantly. Good job folks. Very nice. Logged into my new shiny RT. And all looks good. however, when running (some) reports, and fiddling about with advanced searches, I'll get returned to a login screen, and I must log in again in order to access the result. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Tom, The 64 bit RPM's would be a big help. This is the first time I have built a 64 bit RT server, and im lost on a few points like this. Thanks a lot for the reply and help! Sean -Original Message- From: Tom Lanyon [mailto:[EMAIL PROTECTED] Sent: Friday, August 01, 2008 1:16 AM To: Sean McCreadie Cc: Graeme Fowler; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI On 24/07/2008, at 8:21 AM, Sean McCreadie wrote: Thanks everyone for the help on this so far. I was able to get fastcgi compiled correctly, I think, but when I go to start Apache I get this error now: Stopping httpd:[FAILED] Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/ httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/ FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 [FAILED] I followed the Wiki for RHEL4 and the advice in this email trail and it seemed to work flawlessly until I tried to start the service. Any input would be greatly appreciated. Thanks again Sean, Looks like you're building 32 bit mod_fastcgi but your system is 64 bit. If on x86_64 bit you should be building mod_fastcgi against /usr/ lib64/httpd, not /usr/lib/httpd. Not familiar with the instructions in the wiki but I built some mod_fastcgi RPMS and wrote a spec file for our CentOS 5 environments. I can provide you with a src RPM and x86_64 RPM for mod_fastcgi-2.4.6 off-list if you need (100k each). Regards, Tom -- Tom Lanyon Systems Administrator NetSpot Pty Ltd ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Thanks everyone for the help on this so far. I was able to get fastcgi compiled correctly, I think, but when I go to start Apache I get this error now: Stopping httpd:[FAILED] Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: wrong ELF class: ELFCLASS32 [FAILED] I followed the Wiki for RHEL4 and the advice in this email trail and it seemed to work flawlessly until I tried to start the service. Any input would be greatly appreciated. Thanks again -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Graeme Fowler Sent: Wednesday, July 23, 2008 5:26 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI On Tue, 2008-07-22 at 11:58 -0700, Sean McCreadie wrote: “ /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such file or directory yum install glibc-devel Try the compile again - it's nothing to do with the Apache libs, this is a core function you're missing the header file for. Graeme ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Hello, I am trying to install RT 3.8 on Centos 5.2 from source. I have been following the RHEL4 Install Guide on the wiki and trying to make it work as best I can. Im running into a problem with installing FastCGI, apparently http-devel build directories are in a different location than they are in Centos4, and I think the FastCGI makefile needs to represent this. I editing the makefile to point to /usr/lib/http for the location of the Apache installation, but im not sure if this is right. When I type make it appears to run and then gives this line: /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such file or directory mod_fastcgi.c: In function 'open_connection_to_fs': mod_fastcgi.c:1083: warning: dereferencing type-punned pointer will break strict-aliasing rules make: *** [mod_fastcgi.slo] Error 1 Then when I try: service httpd start I get: Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: cannot open shared object file: No such file or directory I understand its creating the error because the file doesn't exist, but Im lost as to what I need to do to correct it. If anyone has any experience or ideas on this it will be greatly appreciated. Thanks again. Sean McCreadie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI
Chaim, Thank you very much for responding so quickly. I did as you said but I was unable to cp /usr/lib/httpd/modules/mod_fastcgi.so as this directory didn't exist on my system. I tried reinstalling httpd and httpd-devel, but it still didn't produce that directory. Any ideas? I'm gonna try some more things tonight when I get home. Thanks again for the help! Sean McCreadie IT Support Canyon Partners, LLC 310 272 1764 - Original Message - From: Chaim Rieger [EMAIL PROTECTED] To: Sean McCreadie Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Tue Jul 22 12:10:40 2008 Subject: Re: [rt-users] Problems installing RT 3.8 on Centos 5.2 with FastCGI sorry for top posting i install rt 3.8 on centos last night in about 2 hours make sure you have httpd-devel installed (this will install apr-utils wget latest fastcgi cp Makefile.AP2 Makefile change top_dir to /usr/lib/httpd in Makefile make make install cp /usr/lib/httpd/modules/mod_fascgi.so to /etc/httpd/modules create a fastcgi.conf file in /etc/httpd/conf.d/ in it should be the LoadModule directive restart httpd let me know if any issues Sean McCreadie wrote: Hello, I am trying to install RT 3.8 on Centos 5.2 from source. I have been following the RHEL4 Install Guide on the wiki and trying to make it work as best I can. Im running into a problem with installing FastCGI, apparently http-devel build directories are in a different location than they are in Centos4, and I think the FastCGI makefile needs to represent this. I editing the makefile to point to /usr/lib/http for the location of the Apache installation, but im not sure if this is right. When I type “make” it appears to run and then gives this line: “ /usr/include/gnu/stubs.h:7:27: error: gnu/stubs-32.h: No such file or directory mod_fastcgi.c: In function 'open_connection_to_fs': mod_fastcgi.c:1083: warning: dereferencing type-punned pointer will break strict-aliasing rules make: *** [mod_fastcgi.slo] Error 1” Then when I try: service httpd start I get: “Starting httpd: httpd: Syntax error on line 210 of /etc/httpd/conf/httpd.conf: Syntax error on line 1 of /etc/httpd/conf.d/FastCGI.conf: Cannot load /etc/httpd/modules/mod_fastcgi.so into server: /etc/httpd/modules/mod_fastcgi.so: cannot open shared object file: No such file or directory” I understand its creating the error because the file doesn’t exist, but Im lost as to what I need to do to correct it. If anyone has any experience or ideas on this it will be greatly appreciated. Thanks again. Sean McCreadie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- -- Chaim Rieger ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT Reporting Project - Wishlist
I remember an email going out from Jesse back in February regarding a Reporting Tool Project that someone was working on. Jesse had us submit ideas and wish lists. Is there any update on this? Thanks Sean McCreadie ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Connect Failed Too many connections
Hi,
Been running RT for almost 2 years w/o incident, and NEVER had this problem
before.
Came in this morning to people saying they couldn't log into RT. I look in the
apache error log and see:
[Thu Jun 05 09:48:59 2008] [error] [client xxx.xxx.xxx.xxx] Connect Failed Too
many connections\n at /opt/rt3/lib/RT.pm line 220\n
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Too many
connections at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line
106
I had made a change to resolv.conf the previous day to address a mail problem
we had (which had caused
a lot of emails to back up) but as of 12:30am today (8 hours before the error
cropped up) RT was working
fine, and I was getting emails. so something happened overnight.
Like i said, never had this problem, don't know what could have caused it, and
don't know what I can do to prevent it.
[EMAIL PROTECTED] DBIx]# rpm -qa | grep -i dbi
libdbi-drivers-0.8.1a-1.2.1
perl-DBI-1.50-2.2
libdbi-0.8.1-1.2.1
libdbi-dbd-mysql-0.8.1a-1.2.1
[EMAIL PROTECTED] DBIx]# rpm -qa | grep mysql
mysql-server-5.0.18-2.1
mysql-5.0.18-2.1
mysql-connector-odbc-3.51.12-1.2.1
libdbi-dbd-mysql-0.8.1a-1.2.1
rt 3.6.4
Thanks.
___
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Re: [rt-users] error upgrading from 3.4.5 to 3.6.4 (viaetc/upgrade/3.5.1 script)
I had the same issue several months ago and was never able to get my 3.4 database to upgrade to 3.6. It seemed like the script that was provided was wrong in some way and I could never get it upgraded to the 3.5 schema. Does anyone have any ideas on this? I would love to get my old ticket in use again! Thanks in advance. Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Trenton Taylor Sent: Thursday, April 17, 2008 8:30 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] error upgrading from 3.4.5 to 3.6.4 (viaetc/upgrade/3.5.1 script) I'm trying to upgrade my RT system from 3.4.5 to 3.6.4 via: # command: /opt/rt3.6/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/3.5.1 --dba root --prompt-for-dba-password But I am getting this error: #: Creating database schema. Problem with statement: CREATE TABLE Attachments ( id INTEGER NOT NULL AUTO_INCREMENT, TransactionId integer NOT NULL , Parent integer NOT NULL DEFAULT 0 , MessageId varchar(160) NULL , Subject varchar(255) NULL , Filename varchar(255) NULL , ContentType varchar(80) NULL , ContentEncoding varchar(80) NULL , Content LONGTEXT NULL , Headers LONGTEXT NULL , Creator integer NOT NULL DEFAULT 0 , Created DATETIME NULL , PRIMARY KEY (id) ) TYPE=InnoDB Table 'Attachments' already exists at /opt/rt3.6/sbin/rt-setup-database line 220, SCHEMA line 464. Thanks in advance - Trent Important: The information contained in this e-mail message is confidential and is intended only for the named addressee(s). If the reader of this e-mail message is not an intended recipient (or the individual responsible for the delivery of this e-mail message to an intended recipient), please be advised that any re-use, dissemination, distribution or copying of this e-mail message is prohibited. If you have received this e-mail message in error, please reply to the sender that you have received the message in error and then delete it. Thank you. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CustomField Type Date
I've seen some mention in the archives about having a CustomField as a Date type (like the regular Dates in a ticket), but nothing plain enough for me to create such a CustomField. So the short question is: How do I make a CustomField that is of a type Date, ideally with a choose a date link beside it? -- Sean Removing the straw that broke the camel's back does not necessarily allow the camel to walk again. pgp2Nnap9EKq9.pgp Description: PGP signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Making a field mandatory for ticket resolution.
So has anyone modified this to make time worked mandatory? Running RT 3.6.4 and would love to implement this, but like the previous poster, my JavaScript-fu is weak :-) Are there plans to make time worked mandatory in other versions (maybe it already is in 3.6.5 or 3.6.6?) Thanks. - Original Message From: Jacob Helwig [EMAIL PROTECTED] To: RT-Users@lists.bestpractical.com Sent: Tuesday, October 23, 2007 7:41:19 AM Subject: RE: [rt-users] Making a field mandatory for ticket resolution. It sounds like http://wiki.bestpractical.com/view/MandatorySubject could be modified to do the checks that Huw is looking for. Unfortunately, my JavaScript-fu is weak, so I wouldn't be able to quickly/easily suggest a way to do the needed modifications, but it sounds like it would be able to provide a base/starting point. -- Jacob Helwig PC Technician Busch's Help Desk Desk: x35221 Direct: 734-214-8221 -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Drew Barnes Sent: Tuesday, October 23, 2007 8:30 AM To: Huw Selley Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Making a field mandatory for ticket resolution. My boss wanted the same from me. As a sledgehammer fix, I set it so that any action taken on a ticket defaults to 10 min by editing local/html/Ticket/Update.html I'm sure there would be a way to add something to the UI (i.e. a javascript snippet) but I've been pulled off onto other projects for the moment. Huw Selley wrote: Hi, My apologies if this belongs on rt-devel. I am currently using RT 3.6.3 in production and have had a request from management to force users to update the 'Time Worked' field when resolving a ticket. I could not spot anywhere in the UI to make a built-in field mandatory so I guess I need to write a scrip to do this. My questions are: 1) Can I do this from the UI? 2) If not can someone point me in the right direction, I am happy to write a scrip that runs OnResolve and checks that there is a value in the timeworked field but I am unsure how to warn the user that they have not filled in a value (or does RT take care of that for me?) Thanks in advance Huw s2s company email disclaimer: http://www.s2s.ltd.uk/datasheets/email_disclaimer.pdf s2s company registration number : 3952958 s2s VAT registration number: GB763132055 Business premises : Ground Floor, Overline House, Crawley, West Sussex, RH10 1JA Registered address : 29 High Street, Crawley, West Sussex, RH10 1BQ Place of registration : England ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Creating a custom field with multiple values to fill in
Hello, I have some users that would like to have several custom fields created. My problem is that they would like to be able to fill in a lot of info on the ticket about the person who is calling in, including contact name, company name, department, etc. I tried creating many individual CF's with the enter one value type, it works but there ends up being so many fields that the ticket screen gets pretty cluttered. Im wondering if there is there any way that I can create a CF in which I can list those attributes needed (company name, etc.) for them to fill out, and it would all be in one field or box? This way the user can just fill in each necessary line in the CF and it will all be in one nice neat area instead of so many individual CF'c. Thanks again inadvance for the help, this mailing list has been amazing. Sean McCreadie IT Support Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is a saved charts list on the home screen possible?
OK I did that and I see that it added the chart to the at a glance. The only problem is that the chart is displayed on the home screen as well. I can collapse the chart but I can only view it on the home screen. I see that it gets automatically added to my saved searches column, which is an add-on from the wiki, but when I click on it it takes me to the search page and then I have to scroll to the bottom and open the chart again. I guess its pretty good this way but I would really like to be able to have a link on the home page that would take me directly to the chart. Thanks everyone for all the help! I really like RT, it's a great tool. Sean From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steve Holmes Sent: Wednesday, February 06, 2008 1:41 PM To: RT Lists Cc: Sean McCreadie; rt-users@lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On 3.6.3: Do a search and create a chart. At the bottom save the chart. Then go back to your at a glance page and click 'Edit' in either of the two scrolling menus on the left find your saved chart and select it and copy it over the to box on the right by clicking on the arrow. scroll down to the bottom of the page and click save. That should do it. Steve. On Feb 6, 2008 3:05 PM, RT Lists [EMAIL PROTECTED] wrote: Hi Sean, Did you have any luck with this? I thought it was a great idea, but after poking around on my 3.6.6 instance I haven't been able to determine how it's done. Thanks! -Matt On 2/5/08, Sean McCreadie [EMAIL PROTECTED] wrote: Im running 3.6.6, the latest version, I must be missing it, ill try again today. Thanks for the feedback. -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, February 05, 2008 11:40 AM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: I recently created the saved search list that is outlined in the wiki, and its working great. I have it added to my users home screens and they use it to view individual searches that they have created. What im hoping for now is to be able to do something similar with saved charts. I noticed that when you run a search, at the bottom of the show results screen there is an option to create a bar or pie chart with the search data. My managers really like this tool and they want me to create a saved charts section that can be put on the home screen summary, just like the saved searches. When I try to save the chart using the save feature at the bottom, it just adds it into the saved searches and when you click on it, it just shows the search and not direct to the chart. Has anyone explored this? Thanks What version of RT? Recent versions certainly do let you put saved charts on the homepage Sean McCreadie Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- We who are strong ought to put up with the failings of the weak, and not to please ourselves. Each of us must please our neighbor for the good purpose of building up the neighbor. -Romans 15:1 Human beings are perhaps never more frightening than when they are convinced beyond doubt that they are right. -Laurens van der Post, explorer and writer (1906-1996) ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Is a saved charts list on the home screen possible?
Im running 3.6.6, the latest version, I must be missing it, ill try again today. Thanks for the feedback. -Original Message- From: Jesse Vincent [mailto:[EMAIL PROTECTED] Sent: Tuesday, February 05, 2008 11:40 AM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Is a saved charts list on the home screen possible? On Sat, Feb 02, 2008 at 03:41:28PM -0800, Sean McCreadie wrote: I recently created the saved search list that is outlined in the wiki, and its working great. I have it added to my users home screens and they use it to view individual searches that they have created. What im hoping for now is to be able to do something similar with saved charts. I noticed that when you run a search, at the bottom of the show results screen there is an option to create a bar or pie chart with the search data. My managers really like this tool and they want me to create a saved charts section that can be put on the home screen summary, just like the saved searches. When I try to save the chart using the save feature at the bottom, it just adds it into the saved searches and when you click on it, it just shows the search and not direct to the chart. Has anyone explored this? Thanks What version of RT? Recent versions certainly do let you put saved charts on the homepage Sean McCreadie Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Calendar pop up for all date fields
Hello, Im running RT 3.6.6 and I really like the built in calendar pop up for the date fields. However, for some reason a few of the date fields are missing it, like the date fields in the reports section. I tried to look at the code for the existing pop up sand mimic it in the other ones, but I am unable to see where this is happening. Has anyone ran across this? Has anyone added this to all the date fields? Thanks Sean McCreadie Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Is a saved charts list on the home screen possible?
I recently created the saved search list that is outlined in the wiki, and its working great. I have it added to my users home screens and they use it to view individual searches that they have created. What im hoping for now is to be able to do something similar with saved charts. I noticed that when you run a search, at the bottom of the show results screen there is an option to create a bar or pie chart with the search data. My managers really like this tool and they want me to create a saved charts section that can be put on the home screen summary, just like the saved searches. When I try to save the chart using the save feature at the bottom, it just adds it into the saved searches and when you click on it, it just shows the search and not direct to the chart. Has anyone explored this? Thanks Sean McCreadie Canyon Partners, LLC 310 858 4288 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] 3.6.5 Clickable links
I just saw this post and thought it would be a good idea, got it working no sweat on 3.6.6 following the instructions on the wiki http://wiki.bestpractical.com/view/ClickableLinks Thanks everyone. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Toby Darling Sent: Monday, January 28, 2008 2:58 AM To: [EMAIL PROTECTED] Subject: Re: [rt-users] 3.6.5 Clickable links Working for me - 3.6.1, no 'porting' required. Mathew Snyder wrote: I looked up how to make links clickable and found the information on the wiki. However, all of the listed options indicate older versions of RT. Has anyone ported any of these solutions to the 3.6 branch and had them work? Mathew LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform [EMAIL PROTECTED] and delete the message. The Cambridge Crystallographic Data Centre is a company Limited by Guarantee and a Registered Charity. Registered in England No. 2155347 Registered Charity No. 800579 Registered office 12 Union Road, Cambridge CB2 1EZ. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker
Todd, I changed the permissions back to the way they were before the upgrade and everything is working! Thanks - Original Message - From: Todd Chapman [EMAIL PROTECTED] To: Sean McCreadie Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com Sent: Mon Jan 28 08:39:49 2008 Subject: Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker Sean, The upgrade changed permissions on the directory where that config file is stored. Loosen up the permissions a bit and things will start working. -Todd On 1/23/08, Sean McCreadie [EMAIL PROTECTED] wrote: Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker
Thanks for the tip! It was the permissions on the AT_Config.pm and AT_Siteconfig.pm files that was changed. I fixed it and the RT page loaded right up. Thanks again. Sean -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Ruslan Zakirov Sent: Friday, January 25, 2008 5:21 PM To: Sean McCreadie Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker Two possible reasons that it can not find file /opt/rt3/etc/AssetTracker/AT_Config.pm 1) no such file 2) permissions may be something else, but these are the most common On Jan 23, 2008 6:36 PM, Sean McCreadie [EMAIL PROTECTED] wrote: Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Best regards, Ruslan. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Failed upgrade to RT 3.6.6 with Asset Tracker
Hello, I tried to upgrade my 3.6.5 installation to 3.6.6 today and it appeared to work with no issues until I tried to go to the webpage in a browser. I got the error pasted below. I have Asset Tracker working great on 3.6.5 and it looks like this was the issue with the upgrade. Does anyone know why it is throwing this error? Thanks in advance. Sean System error error: Error during compilation of /opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default: Can't locate /opt/rt3/etc/AssetTracker/AT_Config.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RTx/AssetTracker.pm line 68. Stack: [/opt/rt3/lib/RTx/AssetTracker.pm:68] [/opt/rt3/share/html/Callbacks/AssetTracker/autohandler/Default:15] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:811] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:441] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204] [/opt/rt3/share/html/Elements/Callback:85] [/opt/rt3/share/html/autohandler:270] context: ... code stack: /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:445 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1093 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1026 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:1204 /opt/rt3/share/html/Elements/Callback:85 /opt/rt3/share/html/autohandler:270 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] CSS Changes in 3.6.5
Hi, I use RT 3.6.4 with Internet explorer. I have a problem where the text jumps down a couple pixels on a page. I read in the release notes for 3.6.5: * reverted CSS changes causing problems in IE browser Im not really keen on upgrading my entire RT to 3.6.5, so, have the CSS changes been isolated (or can they be) so that I can just fix the specific CSS problem? Thanks, Jeff Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [Junk released by User action] Re: [rt-users] Disable Auto replymessage for a group
OK it works now! Thanks everyone for all the help with this, I was able
to get it to send the Autoreply only to regular users and not my
Helpdesk group by using the code supplied below. Mine looks like this:
if ( $self-TransactionObj-Type eq Create ) {
my @HelpDeskMembersEmails =
([EMAIL PROTECTED],[EMAIL PROTECTED],[EMAIL PROTECTED]
om);
my $requestor = $self-TicketObj-RequestorAddresses();
if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails)
{
return undef;
}
return 1;
}
Thanks again to everyone that helped on this!
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Emmanuel
Lacour
Sent: Thursday, January 17, 2008 9:18 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [Junk released by User action] Re: [rt-users] Disable Auto
replymessage for a group
On Thu, Jan 17, 2008 at 08:48:45AM -0800, Sean McCreadie wrote:
Kenn,
Thanks for the tip on those actions, I didn't think about that before.
I guess im still a little stuck on this because I need to be able to
disable the Autoreply action for only those members of my RT group
called Helpdesk and still have it work for all the unprivileged
users.
Gene replied with a way to check group membership in a custom
condition,
I think this is the way to go, but I can't seem to get the syntax
right
to get it to work. Maybe there is a way to write in a custom
condition
to return undef if the requestor is a privileged user? Perhaps I can
just list all the email addresses of the members of my helpdesk group
in
the custom condition? , as there are only about 10 members. I was
able
to get it to work for one email address (I pasted the code in the
original post) but I couldn't figure out how ot list several
addresses.
Thanks again for all the help on this, I have learned a lot so far off
this mailing list and hope to contribute more as I get more experience
with RT.
Once you have an array with your helpdesk users emails, uses something
like this:
if ( $self-TransactionObj-Type eq Create )
{
my @HelpDeskMembersEmails = FIXME;
my $requestor = $self-TicketObj-RequestorAddresses();
if (grep{ lc($requestor) eq lc($_)} @HelpDeskMembersEmails)
{
return undef;
}
}
return 1;
___
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RE: [Junk released by User action] Re: [rt-users] Disable Auto reply message for a group
Kenn,
Thanks for the tip on those actions, I didn't think about that before.
I guess im still a little stuck on this because I need to be able to
disable the Autoreply action for only those members of my RT group
called Helpdesk and still have it work for all the unprivileged users.
Gene replied with a way to check group membership in a custom condition,
I think this is the way to go, but I can't seem to get the syntax right
to get it to work. Maybe there is a way to write in a custom condition
to return undef if the requestor is a privileged user? Perhaps I can
just list all the email addresses of the members of my helpdesk group in
the custom condition? , as there are only about 10 members. I was able
to get it to work for one email address (I pasted the code in the
original post) but I couldn't figure out how ot list several addresses.
Thanks again for all the help on this, I have learned a lot so far off
this mailing list and hope to contribute more as I get more experience
with RT.
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Kenneth
Crocker
Sent: Wednesday, January 16, 2008 9:55 AM
To: Sean McCreadie
Cc: rt-users@lists.bestpractical.com
Subject: [Junk released by User action] Re: [rt-users] Disable Auto
reply message for a group
Sean,
Try changing the action from Autoreply to Notify. That
way the
person creating the ticket will not get an email but everyone else on
the list will. In fact, that is the only difference between an
Autoreply action and a Notify action. The notify action assumes that
since you're the one doing the creating, you do not need to be bothered
by an email but sends one to everyone else, whereas an Autoreply nails
evryone on the list, period. Good Luck.
Kenn
LBNL
On 1/15/2008 11:05 PM, Sean McCreadie wrote:
Hello,
I've been looking through the wiki and mailing lists trying to find a
solution to this with no success. I'm sure it's very simple, I'm just
new to this. I need to disable the default Auto reply scrip for only
my
Helpdesk team, that way all the unprivileged users will still receive
the Auto reply, but not the HelpDesk team when they create a ticket.
I
tried adding this custom condition to the default scrip and was able
to
disable it for one email address, but im hoping there is an easy way
to
check group membership. Thanks in advance for all the help.
if ( $self-TransactionObj-Type eq Create
$self-TicketObj-RequestorAddresses() =~
/[EMAIL PROTECTED]/
{
return undef;
} else {
return 1;
Sean McCreadie
IT Support
Canyon Partners, LLC
310 858 4288
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RE: [rt-users] Disable Auto reply message for a group
Stephen,
Thank you for getting back to me on this, yes I did set the condition to
user defined and I was able to get the scrip to work in that it will not
Autoreply to the the one email address I specify. I would like to be
able to have it not send the Autoreply to an entire group but I don't
know how to write the code for that. I tried to list all the email
addresses in my helpdesk group individually and wasn't able to get that
going either, I know its just a syntax error. Thanks for the debugging
bit also.
Sean
-Original Message-
From: [EMAIL PROTECTED]
[mailto:[EMAIL PROTECTED] On Behalf Of Stephen
Turner
Sent: Wednesday, January 16, 2008 6:41 AM
To: Sean McCreadie; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Disable Auto reply message for a group
At Wednesday 1/16/2008 02:05 AM, Sean McCreadie wrote:
Hello,
I've been looking through the wiki and mailing lists trying to find
a solution to this with no success. I'm sure it's very simple, I'm
just new to this. I need to disable the default Auto reply scrip
for only my Helpdesk team, that way all the unprivileged users will
still receive the Auto reply, but not the HelpDesk team when they
create a ticket. I tried adding this custom condition to the
default scrip and was able to disable it for one email address, but
im hoping there is an easy way to check group membership. Thanks in
advance for all the help.
if ( $self-TransactionObj-Type eq Create
$self-TicketObj-RequestorAddresses() =~
/[EMAIL PROTECTED]/
{
return undef;
} else {
return 1;
Sean,
1. Did you also set the Condition drop-down entry to 'User defined' ?
2. Check the RT log for error messages.
3. Also, to help debug, you can put this kind of thing in the code:
$RT::Logger-debug(Email is from Help Desk );
these messages show up in the log.
Steve
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[rt-users] Disable Auto reply message for a group
Hello,
I've been looking through the wiki and mailing lists trying to find a
solution to this with no success. I'm sure it's very simple, I'm just
new to this. I need to disable the default Auto reply scrip for only my
Helpdesk team, that way all the unprivileged users will still receive
the Auto reply, but not the HelpDesk team when they create a ticket. I
tried adding this custom condition to the default scrip and was able to
disable it for one email address, but im hoping there is an easy way to
check group membership. Thanks in advance for all the help.
if ( $self-TransactionObj-Type eq Create
$self-TicketObj-RequestorAddresses() =~ /[EMAIL PROTECTED]/
{
return undef;
} else {
return 1;
Sean McCreadie
IT Support
Canyon Partners, LLC
310 858 4288
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[rt-users] Side-by-side ticket screen for RT 3.6.5
$CanComment = 0;
$CanRespond = 1 if ( $Ticket-CurrentUserHasRight('ReplyToTicket') or
$Ticket-CurrentUserHasRight('ModifyTicket') );
$CanComment = 1 if ( $Ticket-CurrentUserHasRight('CommentOnTicket') or
$Ticket-CurrentUserHasRight('ModifyTicket') );
$m-comp('/Elements/Callback', TicketObj = $Ticket, ARGSRef = \%ARGS);
my (@wresults, @results, @dresults, @lresults, @cf_results);
unless ($OnlySearchForPeople) {
# There might be two owners.
if ( ref ($ARGS{'Owner'} )) {
my @owners [EMAIL PROTECTED]'Owner'}};
delete $ARGS{'Owner'};
foreach my $owner(@owners){
$ARGS{'Owner'} = $owner unless ($Ticket-OwnerObj-id ==
$owner);
}
}
@wresults = ProcessTicketWatchers( TicketObj = $Ticket, ARGSRef =
\%ARGS);
@cf_results = ProcessObjectCustomFieldUpdates( Object = $Ticket,
ARGSRef = \%ARGS);
@dresults = ProcessTicketDates( TicketObj = $Ticket, ARGSRef =
\%ARGS);
@lresults = ProcessTicketLinks( TicketObj = $Ticket, ARGSRef =
\%ARGS);
if ($ARGS{'UpdateAttachment'}) {
my $subject = $ARGS{'UpdateAttachment'};
# since CGI.pm deutf8izes the magic field, we need to add it
back.
Encode::_utf8_on($subject);
# strip leading directories
$subject =~ s#^.*[\\/]##;
my $attachment = MakeMIMEEntity(
Subject = $subject,
Body= ,
AttachmentFieldName = 'UpdateAttachment'
);
delete $ARGS{'UpdateAttachment'};
$ARGS{'UpdateAttachments'}-{ $subject } = $attachment;
}
$ARGS{'UpdateContent'} =~ s/\r+\n/\n/g if $ARGS{'UpdateContent'};
if ($ARGS{'UpdateAttachments'} || ( $ARGS{'UpdateContent'}
$ARGS{'UpdateContent'} ne -- \n .
$session{'CurrentUser'}-UserObj-Signature)) {
ProcessUpdateMessage(TicketObj = $Ticket,
ARGSRef=\%ARGS, Actions=[EMAIL PROTECTED]);
}
@results = ProcessTicketBasics( TicketObj = $Ticket, ARGSRef =
\%ARGS);
}
push @results, @wresults;
push @results, @dresults;
push @results, @lresults;
push @results, @cf_results;
# undef so that TransactionBatch scrips run and update the ticket
$Ticket = undef;
$Ticket = LoadTicket($id);
# If they've gone and moved the ticket to somewhere they can't see,
etc...
# TODO: display the results, even if we can't display the ticket.
unless ($Ticket-CurrentUserHasRight('ShowTicket')) {
Abort(No permission to view ticket);
}
/%INIT
%ARGS
$OnlySearchForPeople = undef
$UserField = undef
$UserOp = undef
$UserString = undef
$id = undef
/%ARGS
4) Edit/create local/html/Ticket/Elements/Tabs, and add this line:
_B = { title = loc('Side-by-Side'),
path = Ticket/ModifyAllHistory.html?id= . $id, },
5) Create /local/html/Tickets/Elements/ShowHistory (copy from
/share/html...) and edit the line:
From:
$URIFile = $RT::WebPath./Ticket/Display.html
To Read:
$URIFile = $RT::WebPath./Ticket/ModifyAllHistory.html
Sean McCreadie
IT Support
Canyon Partners, LLC
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[rt-users] MergeUsers Patch question
I installed the MergeUsers Extension from Jesse and then I noticed the patch that Dirk has put up on the mailing list. I tried to run the patch and it didn't work. Im pretty new to this and have never tried to use the patch command before. My question is should I be copying the Modify.html file from /share/html/Admin/Users to the local directory and then running the patch on it? Or does it run on the original file in the share directory? Thanks everyone in advance, im pretty confused on this one. Sean ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Custom reports
All, I implemented the attached report generator, and it works great with one exception. I would like to be able to see which tickets do not have a value in that custom field. Meaning, the page shows a count of how many tickets have value x, and value y in that custom field, I would like an additional count of how many have not set something in that custom field and after a few hours, I still cant figure out how to do it so I thought I would ask. I have reattched the file for convienience. Thanks, Jeff - Original Message From: Brian Gallew [EMAIL PROTECTED] To: RT-Users@lists.bestpractical.com Sent: Wednesday, September 12, 2007 6:42:48 AM Subject: Re: [rt-users] Custom reports Fernando Fugita wrote: Hello, I need to create a custom report, showing the number of tickets for certain type (a custom field of the RT), in a determined period. I tried the RTx-Statistics, but was not useful. You really have to write it yourself. Attached is a report that we use at Carnegie Mellon - Qatar. Catch up on fall's hot new shows on Yahoo! TV. Watch previews, get listings, and more! http://tv.yahoo.com/collections/3658 WorkByClassification.tgz Description: application/gzip-compressed ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] LDAP(AD) auth failure
Hi, Well as a noob to the product and to perl, If you followed the directions in the wiki and it's installed properly. The first error I ran into this problem yesterday. For me it was basically because the user's email already existed as a user. To work around that I went to Configuration - Users and then searched for that email, selected the user set it so they could be assigned privileges . Then set the username to the uid for the user. At which point I guess you could remove the ability for them to be assigned privileges again (and they'd disappear off the user list again). That all said I don't consider this a solution, because most users first experience will be sending an email, which will then stop them from logging into the website to track progress unless there is some support intervention. And importing the users everyday out of ldap is a task I will forget to do. The second error however suggests the LDAP auth failed any ways. The third error is just the generic error if anything went wrong. Sean Dummy cerberus [EMAIL PROTECTED] 13/09/2007 8:02 pm Hello, I have follow the Wiki page about configuring LDAP to authenticate my users (http://wiki.bestpractical.com/view/LDAP)... I think that authentication is working, but I cannot login with my users... I cannot find out the problem... but the error messages is this one: Sep 13 21:40:52 ironman RT: Transaction-Create couldn't, as you didn't specify an object type and id (/opt/rt3/lib/RT/Record.pm:1466) Sep 13 21:40:52 ironman RT: RT::User::IsLDAPPassword AUTH FAILED: maripmar (/opt/rt3/local/lib/RT/User_Local.pm:218) Sep 13 21:40:52 ironman RT: FAILED LOGIN for maripmar from 10.31.33.236 (/opt/rt3/share/html/autohandler:251) Thanks in advance and best regards M.A. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com __ This incoming e-mail has been scanned by Nudgee College's installation of NetIQ's MailMarshal. __ __ Any attachments should be checked for viruses by you prior to opening. St Joseph's Nudgee College accepts no responsibility for any harm caused by an attachment. This email and any attached files are intended solely for the addressee(s). If you received this email in error, please advise us by return email. __ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Scrip Help needed (grabbing Organization)
This did it. It was actually that we have a default incoming queue, and certain team members are say, unix, and others are network, so when someone in the network team took at ticket, it would move to the network queue (vs. having their own personal queue) so i am storing the value of the queue (unix, network, etc...) in the Organization field, so I took your snippet below: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); and changed it to: $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Organization); Thanks a million -Sean - Original Message From: Gene LeDuc [EMAIL PROTECTED] To: Sean [EMAIL PROTECTED]; rt-users@lists.bestpractical.com Sent: Thursday, August 23, 2007 11:18:20 AM Subject: Re: [rt-users] Scrip Help needed (grabbing Organization) Hi Sean, Here's my understanding of what you're trying to do: 1. Ticket comes in to default incoming queue. 2. An admin sees it and changes the Owner to himself. 3. The ticket moves into the admin's personal queue. If that is it, there's a pretty simple way to do this. Use your On Owner Change scrip and replace the actions stuff with this. It should move the ticket into a queue that has the same name as the ticket owner. $self-TicketObj-SetQueue($self-TicketObj-OwnerObj-Name); If your objective is something else, could you clarify that for me? Regards, Gene At 06:28 PM 8/22/2007, Sean wrote: Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Gene LeDuc, GSEC Security Analyst San Diego State University Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mailp=graduation+giftscs=bz ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Scrip Help needed (grabbing Organization)
Hi, I am trying to modify one of the contributed scrip's on here which relates to taking a ticket and having it automatically go to a certain queue. We have one queue that all requests go to (i.e. customer facing) and the admins have their own queues of responsibility. I didn't want to screw with custom fields, and because we don't use the information in the customer info page (i.e address etc..) I figured just for the admin's, I would put the queue name in the organization field. So, here is the scrip, which I have tried for hours to get to work (so there may be some extraneous things here) - Basically, the problem as I see it, is that I can't get the syntax or something correct to get the value in the organization field, as when I set: $newqueue = queue1 - the code DOES change the queue, but I can't get it to grab the value in the organization field. The scrip is Condition: On Owner Change, Action: User Defined, Template: Global template: blank, Stage is TransactionCreate Script in Custom condition: blank Scrip in Custom action preparation code: return 1 Scrip in action cleanup code: my $User = new RT::User($RT::SystemUser); $User-Load( $User-Organization); my $newqueue = $User-Organization; $newqueue = ($User-Organization); $RT::Logger-info(Ticket took by an admin : new ticket in admin queue); my ($status, $msg) = $self-TicketObj-SetQueue($newqueue); $self-TicketObj-SetQueue($newqueue); $RT::Logger-info(Set queue to ($newqueue)); return 1; Output in /var/log/messages: Aug 22 21:25:38 rt RT: Ticket took by an admin : new ticket in admin queue ((eva l 2459):6) Aug 22 21:25:38 rt RT: Set queue to () ((eval 2459):9) Thanks for any help. Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
