Re: [rt-users] Change queue with a scrip before ticket creation.
> > I suspect you do some extraction from content and then auto > > classification of tickets. > > That is what I would like to do. Can you do the processing/classification in procmail and have that deliver the mail straight into the correct queue? Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk 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: 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
Re: [rt-users] comments and correspond by mail
Hi Albert > After a new ticket is create (by mail), RT send a mail to the requester > and to the watcher of the queue. > > I would like to known how the watcher can put a comment to this ticket > using the mail ? > > When the watcher reply to the RT mail, this mail is a . How > can the watcher make just a comment (don't send to the requester). I've worked around this with a scrip: On Create Notify AdminCcs as Comment with template Transaction you may need to modify other On Create actions. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk 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: 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
Re: [rt-users] Add a backup email account as Bcc - avoid multiple emails
> Fine but this way the backup email (as AdminCC) wouldn't see the people > who receive the email (to and cc fields) Am I wrong? Think you're right. I guess you could tweak your admin correspondence template? LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk 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: 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] Add a backup email account as Bcc - avoid multiple emails
> My goal is that all messages sent to RT are also going to a second > mailbox that would be used in case of a disaster on RT. I've done this by making bac...@company.com an AdminCC of the queue. That gets comments and replies by default, plus anything else I want to set up a scrip for. LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk 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: 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] Initiating tickets and entering tickets via forward
Hi Jonathan > 1) Sometimes the students send an email directly to their instructor, > rather than sending the email to RT first. We want those emails going > through RT. If your instructors have access to a decent email client, they can bounce/redirect the message straight into RT. There's a great Thunderbird extension called Mail Redirect. It's built-in to old-school clients like mutt. We've just been forcibly moved to Outlook/Exchange and it's all gone pear shaped :-( > 2) Instructors sometimes need to initiate a ticket with a student, as > if the student was the requester (so that replies will go into RT, > rather than to the instructor's private email address). I've got a similar requirement. After a little thought - how about setting up a new queue that uses a queue specific Autoreply template that does nothing more than include the original message? Instructor goes: New Ticket in -> SpecialQueue fill in student as requestor set subject write message click send [RT sends the On Create Autoreply which is just the text that the instructor added] change queue to what it should be Anyone see an issue with that? Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk 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: 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] Auto-open Resolved Ticket
> Though I really do not have an idea on how to fire "On Status Change" >From the RT Admin page Configuration -> Global -> Scrips -> New Scrip and set the Condition to On Status Change, then pick the Action that'll notify those who need to know, and a suitable template. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk 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: 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] Auto-open Resolved Ticket
Hi Roehl > Please confirm, if I understand your method correctly. > > 1. Instead of resolving the ticket, after getting my tasks done, put in > on stalled and set 'Due date' to next month. Correct. > 2. the cron job will re-open this ticket after a month. More accurately, it will reopen those tickets with due dates on, or before, 'today'. > If the ticket is re-open, will it send out notification? Not by default, I don't think, but you can create a scrip to fire On Status Change. Cheers Toby LEGAL NOTICE Unless expressly stated otherwise, information contained in this message is confidential. If this message is not intended for you, please inform postmas...@ccdc.cam.ac.uk 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: 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] Auto-open Resolved Ticket
Hi Roehl
> - I resolved a ticket Subject: Windows Patches or Subject: get and
> renew certificates
> - I'll do it again after a month.
> - RT will re-open this ticket after a month.
I use the Due date field with a stalled status, and have a daily cron job:
#!/usr/bin/perl
my $cmd = '/usr/bin/rt list -i ';
my $qry = $cmd . qq/\"status = 'stalled' AND due <= 'today'\"/;
my @res = `$qry`;
for (@res) {
chomp;
system ("/usr/bin/rt edit $_ set status=open");
}
I'm sure someone will be along shortly with an rt_crontool solution, or
something RESTful.
Cheers
Toby
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Re: [rt-users] Move Ticket from Queue A to Queue B by a simple Link or Button
Hi Torsten
> Hi RT Gurus, i'm searching for a possible way to easily move a ticket
> from a fixed Queue A to a fixed Queue B without using the "Basics"
> Menu and Dropdown from the normal ticket editing view, i have to move
> tickets with a single click on a link from queue a to queue b where
> both queues are fixed. does anyone know a simple option to
> /Ticket/Modify.html which can used for this?
I did this by modifying html/Ticket/Elements/ShowTransaction, adding
$titlebar_commands .=
"[" .
loc('Other_Queue') . "]";
after the regular [Reply|Comment] section.
Cheers
Toby
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Re: [rt-users] Display the name of the Requestor in the Reply/Comment composition screen somehow?
Hi Rainer
> one thing that new users esp. seem to be missing is the possibility to
> display the name of the requestor on the screen where you compose the mail.
> Sometimes, our staff creates tickets on customer's behalf, sometimes not.
> So, you've got to watch when you type a "reply" and when it's just a
> "comment".
I don't know which version of RT you're using, but with 3.6.1 I've done
this. Using your local copy of .../html/Ticket/Update.html add
%# If we're replying, show who the requestors are.
% if ( ! $ARGS{'UpdateType'} && $ResponseDefault ) {
<% $TicketObj->RequestorAddresses() %>
% }
after the '' of the $CanComment/$CanRespond block.
There's a drawback - it's not dynamic, if they change the Reply type to
Correspond, the requestors are still listed, and if they start as
Comment and change it to Reply, they're not listed.
Cheers
Toby
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Re: [rt-users] Create templates for auto response
>> I am looking for a way to implement a stack of response templates. [...] > Sure, what you're looking for is RTFM I think: > > http://www.bestpractical.com/rtfm Or the light weight, but very effective http://wiki.bestpractical.com/view/CannedReplies 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
Re: [rt-users] RT 3.8 - Create New ticket when a requestor send an email with a resolved ticket
>> >> I want RT 3.8 to create a new ticket on a predefined queue when a user >> reply by email to a resolved ticket. >> The new ticket must have in the subject “Reopen:” and the new ID. An >> email must be sent automatically to the requestor informing the new ID. Not sure how it applies to 3.8, but ForkIntoNewTicket (http://wiki.bestpractical.com/view/ForkIntoNewTicket) sounds like what you want: "Summary I use this scrip associated with a condition scrip that only catch correspondence/comment to a closed ticket. This scrip create a new ticket based on the correspondence/comment (subject,to,from,data). " 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
Re: [rt-users] Editing Comments or Replies
> Sorry, but I've gotta ask: without disturbing this list's fitness for family > viewing, what found its way into your RT instance that shouldn't have? I'm not the OP, but one of our customers sent their credit card details to [EMAIL PROTECTED] (who use RT) rather than [EMAIL PROTECTED] (who don't). And all support email gets mirrored to our intranet via hypermail. 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
Re: [rt-users] Contents partially missing from some tickets after upgrade
Atro > I recently upgraded from 3.4.5 to 3.6.6. > > I now have a situation where some of my tickets aren't showing the > entire contents in the web interface. This has happened to some of > the old tickets, and some new ones as well. The symptoms are that > all correspondence isn't showing up. When any new material is added > to such a ticket, the Updated: field gets updated to show the time > and date and the updater, and the update is mailed out to AdminCCs > as I've requested, but it can't be viewed in the web interface at > all. This sounds familiar, did you run rt-setup-database-3.6 ? I don't know what OS you're on, but on debian for y in schema acl insert; do /usr/sbin/rt-setup-database-3.6 --action $y --datadir /etc/request-tracker3.6/upgrade/3.5.1 --dba root; done | tee rt-setup-database-3.6.LOG worked for me. There's probably and UPGRADE or README doc with this in. Cheers Toby 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
Re: [rt-users] Scrips (queue change notify)
Kristian > Description: Queue Notify > Condition: On queue change > Action: Notify requesors, CC and AdminCC > Template: Global template: Transaction > Stage: TransactionCreate. > > I am the requestor and adminCC. > > Still does not send the email. I thought that would be enough. Are you also changing the queue? By default, RT won't tell you what you have done. The wiki's down at the moment, but look for NotifyActor in RT_Config.pm Cheers Toby 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
[rt-users] Using AddValueForObject in scrip to update a 'select multiple' CF
Hi Has anyone got AddValueForObject working in a scrip with a 'select multiple' custom field? my $cf_obj = RT::CustomField->new($self->CurrentUser); $cf_obj->LoadByName( Name => "Product", Queue => '0',); $RT::Logger->debug( "Loaded " . $cf_obj->Name() ); my $res = $cf_obj->AddValueForObject( Object => $self->TicketObj, Content => "Prod1" ); $RT::Logger->debug( "res = " . $res ); return 1; The scrip fires, no errors in the log, Results pane gives me: "Prod1 is no longer a value for custom field product" I'm using a base install of 3.6.1 on debian 4, but have updated CustomField_Overlay.pm and Interface/Web.pm to 3.6.6 versions trying to sort this. Cheers Toby 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
Re: [rt-users] I've asked the beginner perl group but no one responded
Stefan Hornburg wrote, On 16/04/2008 15:26: > Vivek Khera wrote: >> On Apr 16, 2008, at 9:57 AM, Mike Peachey wrote: >>> I disagree. Distribution packaging systems cause a LOT of RT >>> problems. Manual installation or platform-independent packaging is a >>> much better way of managing RT and using CPAN to perform perl >>> installations is by far the best automatable method. >> Must be crappy packages. The freebsd packages work wonderfully across >> upgrades. > > I also have good experiences with packaged RT. In my case the Debian > packages were easy to install and that saved a lot of work. Agreed, RT on debian's easy. Thank you Niko. Cheers Toby 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
Re: [rt-users] RT 3.6.4 poor query performance
Hi Richard > That crashes out with a divide by zero error in the scripting, but it > looks really cool. > > [--] Status: +Archive -BDB -Federated +InnoDB -ISAM -NDBCluster > [--] Data in MyISAM tables: 2M (Tables: 39) > [--] Data in InnoDB tables: 1015M (Tables: 20) > Use of uninitialized value in division (/) at ./mysqltuner.pl line 362 (#1) > > Illegal division by zero at ./mysqltuner.pl line 362 (#2) >(F) You tried to divide a number by 0. Either something was wrong in >your logic, or you need to put a conditional in to guard against >meaningless input. That indicates something went wrong earlier in getting $physical_memory (assuming you're using v0.8.6). Any error messages or warnings at the start?. Try chucking some print statements in the os_setup function to see where it's going wrong. I should point out that I've nothing to do with the MySQLTuner project, I've not even actually run it myself, just looked at the output with the guys that look after the mysql/database. Cheers Toby 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
Re: [rt-users] RT 3.6.4 poor query performance
Let mysqltuner (http://rackerhacker.com/mysqltuner/) have a look at your database. Lots of useful stuff. We went from 180 second full text queries, to 7 seconds, just be tweaking innodb_buffer_pool_size. Cheers Toby Richard Ellis wrote: > Hi All, > > We have recently updated our RT instance from 3.4.6 running on Solaris 9 > to a new server running Solaris 10 and 3.6.4. > > Everything works perfectly and we have removed all of the customisations > that we used to use for a virtually vanilla 3.6.4 install. However, when > opening the Query Builder page, performance slows to a massive extent. > Average page load is under 1 second, but performing any action in Query > Builder averages 400 seconds. > > I thought it was the database so upgraded mysql from 5.0.34 to 5.0.51a, > but that made no difference. I then upgraded DBIx::SearchBuilder to the > latest version and DBD::mysql but it is still as bad. Even upgraded > every single perl module to latest and restarted everything, but still > as bad. > > mysqlcheck rt3 says everything is ok. > > There are only 10,000 tickets so it shouldn't be a volume problem. > > Running on perl 5.8.8. > > Anyone any ideas? > > Richard > > ___ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com 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
Re: [rt-users] Monitor disc space on RT/SQL database
>> I need to know how to monitor available space for my RT database. I
>> am very much a novice regarding SQL db administration. Are there any
>> other areas I should keep my eye on to avoid any future RT db problems?
> If this is mysql, you can do something like this in mysql client:
>
> use rt3; (or whatever your rt3 database is)
> show table status;
Providing you've got $HOME/.my.cnf setup correctly to give to direct
access to the RT mysql database:
$ echo "show table status;" | mysql | \
awk '{tot+=$7}END{print "DB using " tot / (1024 * 1024) "Mb"}'; \
df -h /var/lib/mysql
Cheers
Toby
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Re: [rt-users] CLI change owner ship
Hi Michael Hess wrote: > I am looking for a way, that I can search all tickets that have not >>> been updated in 72 hours, and change the owner on them to nobody from >>> the CLI. >> >> something like: >> >> /usr/bin/rt list -i "lastupdated = '4 days ago'" | while read t; do >> /usr/bin/rt edit $t set owner=nobody >> done >> > > > This would work great, but when running it as root (rt's root not the > linux root user) I get the error > id: ticket/394 > owner: nobody > # owner: You can only reassign tickets that you own or that are unowned > # Ticket 395 updated. > > I want to keep people from sitting on tickets. > > Any way to force it? Ah, yes, my testing was done on tickets that I own ... sorry. Looking at the code, there's a ForceOwnerChange, this is from the ARGSRef hash, but I can't find a way of setting it using the -S option to /usr/bin/rt - any one got any ideas? Cheers Toby 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
Re: [rt-users] CLI change owner ship
Michael Hess wrote: > Hello list, > > I am looking for a way, that I can search all tickets that have not > been updated in 72 hours, and change the owner on them to nobody from > the CLI. something like: /usr/bin/rt list -i "lastupdated = '4 days ago'" | while read t; do /usr/bin/rt edit $t set owner=nobody done ? Cheers Toby 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
Re: [rt-users] Emailing tickets search result
Hi > Example for usage: every night email the manager a list of all tickets that > were created in the past day and how they divide by current status. Simple command line: for s in open new resolved; do echo "=== $s ==="; rt list -s "created = 'today' AND status = '$s'"; done | mail ... 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
Re: [rt-users] 3.6.5 Clickable links
Mathew > I'm trying to sort this out. I'm looking at Shane's modification to > Dirk's callback but I can't figure out where to place it in > local/html/Tickets/ShowMessageStanza. That file already has a > <%init> section. You should put the code in $your-rt-path/local/html/Callbacks/your_callbacks/Ticket/Elements/ShowMessageStanza/Default >> http://wiki.bestpractical.com/view/ClickableLinks 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
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
Re: [rt-users] Default Ticket View
Hi
Found those, and it does seem to remember my preference between tickets,
haven't tried logging out yet.
It's a 1 year cookie.
Changing the default would be nice, but think I'll probably just end up
rearranging the ticket view anyway.
This is for RT 3.6.1:
html/Widgets/TitleBoxStart:
55a56,59
> % if ($Collapsed eq 1) {
> rollup('<%$tid%>')
> % }
>
68a73
> $Collapsed => $Collapsed
html/Ticket/Display.html:
55c55
< <&| /Widgets/TitleBox, title => loc('Ticket metadata') &>
---
> <&| /Widgets/TitleBox, title => loc('Ticket metadata'), Collapsed => 1 &>
Cheers
Toby
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Re: [rt-users] reply with template
Hi Ruben I've just implemented http://wiki.bestpractical.com/view/CannedReplies - it's excellent. Just remember that your templates must start with a blank line. Cheers Toby Ruben Lehmann wrote: Hi I would like to reply some tickets with different templates. For example I have to give an answer to a ticket with a common problem I don't like to write the same answer to every ticket with this common problem ether I don't like to copy paste the text every time. Is there a way to create a scrip with new conditions and buttons or something like that? If there is any wiki entry please tell me, I haven't found one. Regards Ruben ___ 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 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 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] Syslog on Solaris 10
Hi Richard From playing with the log levels over the last couple of days, it doesn't seem to make that much difference. RT appears to attempt to verify the connection to syslog even if I set it to undef and errors out because the connection doesn't exist. the default port (514) anymore. If you've got root, would netcat work? Make it listen on port 514 and keep RT happy: # netcat -l -p 514 The process will die once (if?) RT closes the connection. Yes this is a horrible-hacky-workaround but could get you up and running. Cheers Toby 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
Re: [rt-users] One email address, two queues
How would the aliases file be configured for this. As it is, CustomerCare uses "--queue customercare" while CCEng uses "--queue cceng". Trying to keep up with you :¬) , yes cause the email alias can only point to 1 queue ( as far as I know), however this should n't effect your customer experience .. Best bet to try it ..create a ticket via email move the ticket to another queue, etc etc ..practice makes perfect or something like that .. This is how we've got RT set up - multiple queues, one email address. If it's a reply to an existing ticket 'the right thing happens' and it gets added to the ticket, if not, a new ticket is created in the queue specified in aliases. Cheers Toby 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
Re: [rt-users] simple question: time&date on at-a-glance page?
Hi Gary Hi -- anyone have a simple recipe for adding the time & date to the "at a glance" page? I looked at Elements/Footer and don't see an easy way to customize it without replacing the whole file (e.g. local/html/Elements/Footer). I changed Elements/Header: <&|/l&>Not logged in. % } + % my $ds = localtime; print "$ds"; time / date gets shown under the 'logged in as ...' bit. Cheers Toby 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
Re: [rt-users] Use attachment as original message?
Hi Gary would be nice. Sometimes users email our support staff directly, rather than using '[EMAIL PROTECTED]'. The support person then typically forwards that email to [EMAIL PROTECTED] to get it into trac (especially if they're traveling or it's a weekend and they don't have easy access to the web interface). If your staff are using Thunderbird, I can recommend the MailRedirect extension - http://mailredirect.mozdev.org/ - it's like forwarding, except the mail appears to have originated from the customer. (some other MUAs have this functionality built in - mutt springs to mind). Cheers Toby 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
Re: [rt-users] Filter ticket text for display?
Hi Gary
Hi folks -- is there a hook to filter or process the ticket history texts
(email bodies) when they're displayed? We'd like to turn certain pieces of
text (identified by regex) into html links.
http://wiki.bestpractical.com/view/CustomizingWithCallbacks
I'm not sure how current it is, but it's working for me on RT 3.4
Essentially I created a file in the local/share/request-tracker3.4 tree
called html/Callbacks/CCDC/Ticket/Elements/ShowMessageStanza/Default
containing:
<%init>
my $val = $$content;
use bytes;
$val =~ s/(s?http|https):[\w\/\.:+\-]+/$&<\/a>/gi;
$$content = $val;
<%args>
$content => undef
If you capture anything in the , you can use $1, $2, ... in the
replacement, as well as $& for the whole matched string.
$val =~ s;(bug|bz|bugzilla)\s*(\d{4,6});href="http://bugzilla/show_bug\.cgi\?id=$2";>$&;gi;
would turn "bug 1234" into a clickable link.
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Re: [rt-users] one ticket for all alerts
Is there a way to make RT only open one ticket for all alerts it is receiving from a specific device? Lets say it is coming from [EMAIL PROTECTED] I only want it to open 1 ticket. This is to keep track of the alerts it is sending in only one ticket. What you could do is create a ticket manually and then put the magic string including the ticket number [your.rt.name #12121] in the subject line for all the alerts from the device. I used to have this setup by fixing the Subject line so it had the ticket id in it (like what Steve just said) - this was OK, until the ticket had been reopened a few hundred times, then all got very slow due to the number of transactions. It works, but not in the long term. Toby . ___ 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] Reducing noise in ticket history
Stefan Hornburg wrote:
Toby Darling wrote:
Hi David
I created a thread about this in April, suggesting the history could be
collapsed. I think there was a feeling it could be done and was
desirable, but it would need someone with the time and ability to carry
it out.
I've got a trivial (4 line) change to
html/Ticket/Elements/ShowTransaction that implements this, using the
existing javascript 'onClick="hideshow...' that's used to hide/show
the tabs, but its based on a 3.4.1 installation. I've no idea what's
required to port this to 3.6.x. Let me know if you'd like details.
Well, i would like to see details :-) as this would be a very nice feature.
No problem. Sorry, it's a tad more involved than I remembered ...
These are diffs between /usr/share/request-tracker3.4/ and
/usr/local/share/request-tracker3.4/ so lines starting '<' are original,
'>' are mine. I'm sure there are better / cleaner solutions, but this
works for us.
html/Elements/Header:
65a66
> document.getElementById(idstring).scrollIntoView(true);
71,78c72,79
< % if ($Focus) {
< ONLOAD="
< var tmp = (document.getElementsByName('<% $Focus %>'));
< if (tmp.length > 0) tmp[tmp.length-1].focus();
< "
< % }
< >
< bgcolor="#FF">
---
> %# if ($Focus) {
> %#ONLOAD="
> %#var tmp = (document.getElementsByName('<% $Focus %>'));
> %#if (tmp.length > 0) tmp[tmp.length-1].focus();
> %#"
> %#% }
> %#>
> background="<%$RT::WebImagesURL%>/backg.gif">
html/Ticket/Elements/ShowTransaction:
47c47
< NAME="txn-<%$Transaction->Id%>" href="#txn-<%$Transaction->Id%>">#<%
$LastTransaction ? ' ' : ' ' |n %>
---
> NAME="txn-<%$Transaction->Id%>" href="#txn-<%$Transaction->Id%>"
onClick="hideshow('<%$id%>')">#<% $LastTransaction ? 'name="lasttrans"> ' : ' ' |n %>
54a55
>
58c59
<
---
> id="element-<%$id%>" colspan=5>
74a76
> $DisplayPath => $RT::WebPath."/Ticket/Display.html"
85c87
<
---
> my $id = rand(2000);
.
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Re: [rt-users] Reducing noise in ticket history
Hi David I created a thread about this in April, suggesting the history could be collapsed. I think there was a feeling it could be done and was desirable, but it would need someone with the time and ability to carry it out. I've got a trivial (4 line) change to html/Ticket/Elements/ShowTransaction that implements this, using the existing javascript 'onClick="hideshow...' that's used to hide/show the tabs, but its based on a 3.4.1 installation. I've no idea what's required to port this to 3.6.x. Let me know if you'd like details. Cheers Toby . ___ 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 4
my users would deeply appreciate being able to temporarily SAVE a draft ticket If they're using firefox, I can recommend the Save Text Area extension, it's got save to, and load from file, as well as autosave. Cheers ___ 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 and SeLinux
Hi Hello to all, I am trying to configure Rt-3.6.1 on my CentOs server with SeLinux feature enabled. You probably want to investigate audit2allow : http://www.linuxcommand.org/man_pages/audit2allow1.html ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Dev & Prod RT
Hi My bigger concern is when i go to add things to the interface, or generally muck around in RT :) The Interface stuff tends to be editing files in /opt/rt3/local so your rsync should work there. http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT I've been using plain old scp between dev and prod, mainly because there's usually other stuff in dev that isn't ready for prod just yet. We're now looking at going to 3.6.x and I'm thinking about changing this and using CVS - commit on dev, update on prod; and it would also give a nice trail of how files change over time (there's one file that's had 3 edits for 3 separate tweaks, but 6 months down the line and I'm having trouble figuring what's doing what). Any thoughts? Cheers Toby ___ 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] Outgoing email To: header
Hi Steve I have a user who objects to the fact that mail sent by RT has no To: header (e.g. when he replies to or comments on a ticket). It show up in his mail as "undisclosed recipients" and his mail filtering puts it someplace nasty. Sounds like he's an AdminCC and getting a Bcc of the mail, and there aren't any other recipients, so there is no To. If he's got filtering, could he not put in a rule to catch a subject with '[$rtname' in, and do the right thing with it? (that's what I've done, anyway) Cheers Toby ___ 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] Default Global AutoReply Template
Hi Kevin
So I am hoping someone can either send me theirs, or point me in the
right direction to find the default AutoReply Template so I can start
over and figure out my mistake.
I don't have the default anymore but something like:
8< cut
Subject: AutoReply: {$Ticket->Subject}
Your email request has been automatically assigned ticket number
[{$rtname} #{$Ticket->id()}]. Please include the string:
[{$rtname} #{$Ticket->id}]
in the subject line of all future correspondence about this issue.
# blah blah blah
-
{$Transaction->Content()}
8< cut
'Subject' on the first line, and 2 blank lines after, are important.
Cheers
Toby
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Re: [rt-users] Re: Hyperlinks in tickets not clickable
Websites links in any outside email which creates a ticket in RT, are not clickable in RT ticket display. I think you're looking for http://wiki.bestpractical.com/index.cgi?ClickableLinks Cheers Toby ___ 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] Updating to 3.6.1, and migrating the database
Hi Ian I'm working on upgrading from RT 3.4.4 to RT 3.6.1. At the same time, ... Specifically, I'm losing/corrupting the binary data in the Attachments table. http://rt3.fsck.com/Ticket/Display.html?id=6655 http://bugs.mysql.com/bug.php?id=10249 http://www.gossamer-threads.com/lists/rt/users/57791?search_string=BLOB;#57791 Cheers. ___ 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] Notify Requestor on Requestor change
Hi Helmuth In our environment it is common for us to forward an e-mail to RT to convert it into a ticket. Once it's a ticket we can change the requestor (since by default it would be us). We do it like this to avoid the cut and paste alternative. Depending on what email client you're using, you may be able to 'bounce' or 'redirect' email so that "the right thing (TM)" happens when RT gets the email in the first place - original sender is set as requestor and they get the autoresponse. I'm using Mail Redirect (http://mailredirect.mozdev.org/) with Thunderbird, and it's fine. Cheers Toby ___ 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
